This document describes one reason why the Message Integration Service
(MIS) process times out and provides a solution in a Cisco Intelligent Contact
Management (ICM) environment.
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The information in this document is based on these software and
The information in this document was created from the devices in a
specific lab environment. All of the devices used in this document started with
a cleared (default) configuration. If your network is live, make sure that you
understand the potential impact of any command.
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MIS is a standard node-managed application and executes within the
Voice Response Unit (VRU) PG service along with the VRU-Peripheral Interface
Manager (PIM). The following diagram shows the high-level process architecture
with the MIS.
Figure 1: MIS Architecture
After updating Windows NT 4.0 to Windows 2000 Server, the MIS process
on the VRU PG stops the VRU due to MIS timeout, as shown in
Figure 2: Topology
This problem is caused by a registry setting. When upgrading the
operating system (OS) or ICM, the old registry changes are not maintained. The
current registry setting is overwritten with the new default. Therefore, while
upgrading Windows NT to Windows 2000 Server, for reasons unknown, the value of
the registry key, is set to one that represents the call stays in queue and no
call established event goes to the Open Peripheral Controller (OPC) for that
This causes, the MIS process to time out.
Set ConverseConnectRemainsInQueue to FALSE (0). This
represents the call to be placed in a CONNECT state and the CSTA established
event is sent to OPC and fixes the problem. This is a dynamic registry key and
there is no need to recycle any process.