In a Cisco Intelligent Contact Management (ICM) and/or Cisco IP Contact
Center (IPCC) environment, WebView users can generate call activity reports on
specific areas of the Call Distribution System. This document discusses some
frequently asked questions about WebView.
Technical Tips Conventions for more information on document
Why do some WebView users have trouble viewing IPCC
A. If WebView users are unable to view IPCC reports, there are three
possible reasons. The reasons are:
User name and Password
Any Cisco ICM user who has been assigned a valid WebView User name and
Password can use WebView to run, view, and modify reports. Both User name and
Password are case sensitive. Users access WebView through either Microsoft
Internet Explorer or Netscape Navigator. Open the URL for WebView, and enter
the User name and Password when prompted.
Although both Microsoft Internet Explorer and Netscape Navigator
periodically clear caches and history. In some extreme situations, a WebView
user may have to clear the cache to view Webview IPCC reports.
WebView uses some cookies to manage pages. In particular, a cookie is
used to remember whether or not a user wants to see IPCC or Standard reports.
This cookie is set every time the user changes the drop-down in Cisco ICM
version 4.6.2 or the checkbox in Cisco ICM version 5.0 that asks what reports
you want to see on the templates page. So, it should always be the case that if
a user sets that drop-down or checkbox, the cookie is updated and you can see
the reports you want.
In some extreme situations, a WebView user may have to delete cookies
to view WebView IPCC reports. Complete these steps to delete cookies in
Microsoft Internet Explorer:
Select Tools > Internet Options
> General. The Internet Options window
Click Delete Cookies in the Temporary Internet Files
Complete these steps to delete cookies in Netscape Navigator:
Select Tools > Cookies Manager
> Manage Stored Cookies. The Cookie Manager window
Click Remove All Cookies.
When I select the IPCC reports, I get the Registry Access
Error AWICRRoot error message. How do I resolve this
A. When you choose IPCC reports, if you receive the
Registry access error AWicrroot
H_Key_local_Machine error message, you need to change the
browsing history in Internet Explorer. Perform these steps:
Open your browser, for example, Internet Explorer, and choose
Tools > Internet Options > Browsing
Click Settings . Under the Check for newer
versions of stored pages, choose Every time I visit the
webpage and click Ok. Click Apply
Clear the cache and re-open the browser.
Webview Report shows an error message when it is opened in Internet
Explorer 8.0. How do I troubleshoot this issue?
A. Refer to
Hardware and System Software Specification for Cisco Unified
ICM / Contact Center Enterprise & Hosted Release 7.5(x)
information on the support and compatibility of Microsoft IE 8.0 with UCCE
Webview Versions 7.5.7 and 8.0(1).
Complete these steps in order to allow IE 8.0 to work with UCCE
versions between 7.x and 7.5.7.
Choose Start > Run > regedit.
Add this registry key.
Registry Path : HKEY_CURRENT_USER\Software\Microsoft\Internet Explorer\Main.
Registry Key : TabProcGrowth: DWord
Value : 0
After you add this registry key, restart IE and test the WebView
This issue is documented by Cisco Bug ID
registered customers only)
WebView application server does not recognize valid logins. It tells
everyone their login is invalid. How do I troubleshoot this
A. The situation described here is a known issue and expected behavior.
From UCCE (ICM) Release 7.2.x and earlier, there are some issues when
you try to login with slash /. Instead you
should always login and use the proper backslash \ and not the forward slash
WebView has its own cache for its users. So during authentication for
users, WebView searches its cache to see if users are present. If yes, users
are authenticated or they are not authenticated. This WebView cache is flushed
every 15 minutes and re-built again. If the user by any chance tries to login
with /, when cache is being built, the whole
process of cache building is failed.
Hence no user is present in the cache and all the users who try to
login fail, even the users who are actual members of WebView or Setup security
group. The user has to wait for 15 minutes until the cache has flushed out and
re-built or they can restart IIS services at any point of
time within 15 minutes, so that cache building starts again. If the cache is
built successfully, then after cache building if the user tries to login with
/, the user then can be authenticated or may not
be also. This issue occurs in a sporadic manner. But the other users are
authenticated if cache building is proper.
Complete one of these workarounds in order to avoid all of these
Use only username in order to
Use <domain_name>\<username> in order
to login. Never use
I cannot login in to Webview and I receive the Invalid
User name or Password Try again error message. How do I
troubleshoot this issue?
A. The situation described here is a known issue and is documented in the
Cisco bug ID
registered customers only)
. Complete these steps in order to resolve
Restart the Webview services namely Jaguar, Apache Tomcat,
After some time the issue is resolved on its own.
A reason code 108 is not defined but an agent shows a reason code of 108
while talking. What are the generic reason codes?
A. The Webview Template Reference says that if not defined it displays 0.
Reason Code is a code received from the peripheral that indicates the reason
for the agent's last state change. If not defined, this displays 0.
Note: The CTIOS desk settings of the agent and CTIOS registry settings need
to be configured in order to display the reason code. You can do this in the
Agent Desk Settings List tool of the ICM Configuration Manager. Choose the
agent event detail check box in the ICM Configuration
Manager's PG Explorer in order to enable reason code reporting.