If an agent belongs to a blended skill group that the agent is able to
log in to Cisco Interaction Manager, but that agent is not shown as logged in
ICM through script editor. As a result, the email is not assigned to this agent
from ICM. This document discusses the workaround for this issue.
Cisco recommends that you have knowledge of these topics:
The information in this document is based on the CIM 4.2(4) .
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.
Technical Tips Conventions for more information on document
Blended agents are not assigned email activities from ICM.
Condition: Cisco Interaction Manager 4.2(4)
integrated with Unified Contact Center Hosted/Enterprise. Blended agents were
associated with both email and voice skill groups.
Complete this procedure in order to determine if a customer needs to
deploy the ES on top of their Cisco Interaction Manager 4.2(4) system for
Contact Center Enterprise:
Navigate to the <CIM>/eService/lib/int directory on the file
Right-click the egpl_application_server.jar file, and choose
Check the value of the Size property.
If the Size property is not 12,187,451 bytes, the customer must
deploy CIM 4.2(4) ES1:
If the Size property is 12,187,451 bytes, no action is required.
Engineering has provided a new release to resolve this issue. This release is
version 4.2(4)a and replaces the 4.2(4) release posted on May 09,
Note: The size of the egpl_application_server.jar file in the old 4.2(4)
patch installer is 12,187,420 bytes. Please follow the instructions outlined in
the release notes to complete the installation.