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Cisco Unified Intelligent Contact Management Hosted

Field Notice: FN - 62578 - Cisco Enterprise and Hosted Contact Center Products - Notice for Support of Microsoft Internet Explorer 7 (IE7)


Revised February 13, 2007

December 28, 2006

NOTICE:

THIS FIELD NOTICE IS PROVIDED ON AN "AS IS" BASIS AND DOES NOT IMPLY ANY KIND OF GUARANTEE OR WARRANTY, INCLUDING THE WARRANTY OF MERCHANTABILITY. YOUR USE OF THE INFORMATION ON THE FIELD NOTICE OR MATERIALS LINKED FROM THE FIELD NOTICE IS AT YOUR OWN RISK. CISCO RESERVES THE RIGHT TO CHANGE OR UPDATE THIS FIELD NOTICE AT ANY TIME.


Products Affected

Products Affected

Cisco Agent Desktop (CAD) - 7.x

Cisco Collaboration Server (CCS) - 5.0(0)

Cisco Computer Telephony Integration (CTI) and Computer Telephony Integration Object Server (CTI OS) - 6.x(x) and 7.x(x)

Cisco Support Tools - 2.x(x)

Cisco Voice Portal (CVP) - 3.x

Cisco e-mail Manager (CEM) - 5.0(0)

IP Contact Center (IPCC) Enterprise - 6.0(0) and 7.x(x)

IP Contact Center (IPCC) Hosted - 7.x(x)

Intelligent Contact Manager (ICM) Enterprise - 6.0(0) and 7.x(x)

Intelligent Contact Manager (ICM) Hosted - 7.x(x)

System IP Contact Center (System IPCC) - 7.x(x)

Problem Description

Microsoft released Internet Explorer 7 in October, 2006 and is distributing the release via the Windows Automatic Update mechanism. Customers may be prompted by the Automatic Update tool to accept the installation of Internet Explorer 7 on machines running Cisco Products before integrated testing of Internet Explorer 7 and Cisco Products can be completed.

The affected supported operating system softwares are: Windows 2000 Server, Windows 2000 Professional, Windows Server 2003, Windows 2003 Server R2 and Windows XP Professional.

Background

Please refer to the following table for specific information on the qualification of Internet Explorer 7 with Cisco Enterprise and Hosted Contact Center products.

Product

Version

Tested (*)

Component Tested

CEM

CEM 5.0 SR6

C

CEM agent UI is being tested on Windows XP Professional SP2 with Internet Explorer 7

CCS/CMB

CCS 5.0 SR4

CMB 5.0 SR2

C

CCS Agent/Caller UI being tested on Windows XP Professional SP2 with Internet Explorer 7

CCS

CCS 5.0

D

CCS Agent on Solaris

ICM Enterprise

ICM 6.0(0) SR9

ICM 7.0(0) SR4

ICM 7.1(3)

C

ICM Enterprise on Windows 2000, Windows Server 2003 R2, Windows XP Professional SP2 with Internet Explorer 7

ICM Hosted

ICM 7.0(0) SR4

ICM 7.1(3)

C

ICM Hosted on Windows Server 2003 R2, Windows XP Professional SP2 with Internet Explorer 7

System IPCC

System IPCC 7.0(0)SR4

System IPCC 7.1(3)

C

System IPCC on Windows Server 2003 R2 with Internet Explorer 7

IPCC Enterprise

ICM 6.0(0)SR9

ICM 7.0(0)SR4

ICM 7.1(3)

C

IPCC Enterprise on Windows 2000 Server, Windows Server 2003 R2, Windows XP Professional SP2 with Internet Explorer 7

IPCC Hosted

ICM 7.0(0)SR4

ICM 7.1(3)

C

IPCC Hosted on Windows Server 2003 R2, Windows XP Professional SP2 with Internet Explorer 7

Support Tools

2.1(0)

C

Support Tools UI is being tested on Windows XP Professional SP2 and Windows Server 2003 with Internet Explorer 7

CVP App Server

3.1 SR2

C

CVP on Windows Server 2003 R2, Windows XP Professional SP2 with Internet Explorer 7

CAD

7.0, 7.1, 7.2

C

CAD on Windows XP Professional SP2 with Internet Explorer 7

* Testing Disposition

C - Complete

I - In Progress (indicating that testing is in progress and will be updated when complete).

D - Testing is being Deferred until such time that resources can be made available.

Problem Symptoms

The issues identifed in testing completed to date are provided in the DDTS section of this field notice.

Workaround/Solution

Cisco has now completed the testing of its products as listed in the table in the Background section of this field notice. No major impact to Cisco products was found during this testing. Should you choose, you may still install the Internet Explorer 7 Blocker Toolkit to avoid installing Internet Explorer 7.

The Internet Explorer 7 Blocker Toolkit can be found at the Toolkit to Disable Automatic Delivery of Internet Explorer 7 page.

The CAD Integrated Browser will not support the tabbed browsing feature within IE 7. Instead, CAD has its own support for tabbed browsing. In the Cisco Desktop Administrator User Guide (under End-User Guides) there are instructions on how to enable and set up multiple tabbed browsers for the Cisco Agent Desktop. There are five different tabs that can be configured. An administrator can assign URLs to these tabs that will allow agents to access different websites as needed.

DDTS

To follow the bug ID link below and see detailed bug information, you must be a registered user and you must be logged in.

DDTS

Description

CSCsf22310 (registered customers only)

Agent appshare dropdown doesn't display any applications [Only seen with Sun JVM]

CSCsg06916 (registered customers only)

Caller using Internet Explorer 7 receives error message when the agent shares application [Only seen with Sun JVM]

CSCsf22280 (registered customers only)

Warning message when you try to login into CCS admin page using Internet Explorer 7

CSCsg06905 (registered customers only)

Caller using Internet Explorer 7 gets an err msg as when he enters into a session

CSCsf22262 (registered customers only)

Message prompted near logout button of agent UI when Internet Explorer 7 is used

CSCsg06890 (registered customers only)

Error msg when trying to click on contents in the script menu using Internet Explorer 7

CSCsg14649 (registered customers only)

Caller receives err msg when tries to close the share page

Revision History

Revision

Date

Comment

1.1

13-FEB-2007

Minor update to wording in Title and Problem Description section. Updated Background and Workaround sections to reflect Testing status changes.Added CAD Integrated Browser info to Workaround section.

1.0

28-DEC-2006

Initial Public Release

For More Information

If you require further assistance, or if you have any further questions regarding this field notice, please contact the Cisco Systems Technical Assistance Center (TAC) by one of the following methods:

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