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Cisco Unified Web Interaction Manager

Field Notice: FN - 63401 - EIM with CCX integrated License expired after 12th of December, 2010

Field Notice: FN - 63401 - EIM with CCX integrated License expired after 12th of December, 2010

April 20, 2011


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.

Revision History

Revision Date Comment
1.0
20-APR-2011
Initial Public Release

Products Affected

Products Affected Comments
EIM - 4.2(4), 4.2(5) 
E-Mail Interaction Manager Integration with CCX 

Problem Description

Unable to login due to the licensing defect CSCtn92526.
EIM\CCX Agents are unable to login due to the license file expiration of December 12, 2010.

Background

E-Mail Interaction Manager (EIM) agents with Contact Center Express integration are unable to log into the EIM Server due to an expired license file.

Licenses for the customer are expired and need to be renewed.

When the EIM server service comes online, it checks with CVD of the CCX system and gets the license called eg_license_1.xml but that license is showing that it has an expiration date of 12/12/2010 and a 90 day grace period. This means that the license has expired as of 3/12/2011. This issue seems to be a defect.

Scope:
EIM 4.2(4) and 4.2(5)
CCX 7.0(x)

Problem Symptoms

EIM server says license expired but CCX has no expiration.
All agents are unable to login.

Issue Impact
System is essentially down for email to the agents.

Workaround/Solution

Locate file egipccx_cvd_license.properties on the EIM server. (path: C:\CIM\eService\config)

# This license file is for holding license variables

customer_name = eGain Communication
expiration_date = 12/12/2010
grace_period = 90

Change the expiration date to 12/12/9999 and restart the services.
You should now be able to login agents.

DDTS

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

DDTS Description
CSCtn92526 (registered customers only) EIM with CCX integrated License expired after 12th of March

For More Information

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