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Release Notes for Cisco Customer Response Applications (CRA) 2.2(2) on the Cisco ICS 7750

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Release Notes for Cisco Customer Response Applications 2.2(2) on the Cisco ICS 7750

Table Of Contents

Release Notes for Cisco Customer Response Applications 2.2(2) on the Cisco ICS 7750

What's New in CRA Release 2.2(2)

Features Enabled with Each Product Key

Related Documentation

Additional Information Online

Notes

Supported and Unsupported Actions with the IP Integrated Contact Distribution Agent Desktop

Supported Actions for IP ICD Agents

Unsupported Actions for IP ICD Agents

Supported IP Phones for IP ICD Agents

Configurations to Avoid for Agent Phones

Additional Notes for IP ICD Agents

Ring-No-Answer Properties File Setting

Completing a Reinstallation of CRA

Known Problems

Known Problems for Cisco IP Auto Attendant

Known Problems for Cisco CallManager Extension Mobility

Known Problems for Cisco IP Interactive Voice Response and CRA Server

Known Problems for IP ICD

Obtaining Documentation

World Wide Web

Documentation CD-ROM

Ordering Documentation

Documentation Feedback

Obtaining Technical Assistance

Cisco.com

Technical Assistance Center

Cisco TAC Web Site

Cisco TAC Escalation Center


Release Notes for Cisco Customer Response Applications 2.2(2) on the Cisco ICS 7750


These release notes are for use with Cisco Customer Response Applications (CRA) Release 2.2(2) and Cisco CallManager Extended Services on the Cisco ICS 7750. This document contains the following sections:

What's New in CRA Release 2.2(2)

Related Documentation

Additional Information Online

Notes

Supported and Unsupported Actions with the IP Integrated Contact Distribution Agent Desktop

Completing a Reinstallation of CRA

Known Problems

Obtaining Documentation

Obtaining Technical Assistance, page 18

What's New in CRA Release 2.2(2)

CRA Release 2.2(2) includes the following new features:

HTTP Subsystem and Steps—Provides web server capabilities to the Cisco Customer Response Application (CRA) Engine which allows applications to be accessed via a web browser.

Application Messaging (eMail) Subsystem and Steps—Extends the CRA Engine by providing the means for interactive voice response (IVR) applications to send e-mail. You can also send e-mail messages to service providers that forward content to fax machines, pagers, and cell phones.

Cisco CallManager Extension Mobility—Allows users within a Cisco CallManager cluster to log in to any Cisco IP Phone 7940 or 7960 and to use their personal phone numbers, speed dial, and other user-specific properties.

Subflows—Allow application developers to invoke frequently used code segments by reference. This feature simplifies application script development and the visual layout of the workflow.

Historical Reporting—Allows administrators to save daily and monthly application activity reports to data files on the application server hard disk.

Enhanced Serviceability Support—Provides more detailed trace and Simple Network Management Protocol (SNMP) information.

Cisco CallManager Failover Support—Enables the CRA Engine to automatically connect to another clustered Cisco CallManager in the event of a primary Cisco CallManager failure.

Music on Hold—Callers will hear music while waiting to be connected to an agent.

Cisco Customer Response Applications Software Development Kit (CRA SDK)—Provides third-party developers with the means to create their own subsystems for the CRA Engine and workflow steps for the Cisco Customer Response Applications (CRA) Editor.

Additional CTI Ports—Are now supported by CRA for a dedicated server installation. The following table lists the supported number of ports by server:

Dedicated Server System
Ports Supported

Cisco MCS-7825-800

48

Cisco MCS-7830

60

Cisco MCS-7835-1000

60

IBM 330

48

IBM 340

60

Cisco ICS 7750

48


Features Enabled with Each Product Key

Table 1 lists the CRA features that are enabled by each CRA product key.

Table 1 CRA Features Enabled by Product Key 

Feature
IP IVR 1
IP ICD 2
CRA SDK 3
IP AA 4
Extension Mobility 5

Telephony Applications

X

X

-

X

-

Real Time Reporting

X

X

X

X

X

JTAPI6

X

X

-

X

-

ICM

X

-

-

-

-

Resource Manager

-

X

-

-

-

Media

X

X

-

X

X

Database

X

-

X

-

-

E-mail

X

-

X

-

X

Directory

X

X

X

X

X

Engine

X

X

X

X

X

Generic Applications

X

-

X

-

X

HTTP Triggers

X

 

X

 

X

Cisco CRA Editor

X

X

X

   

Real Time Reporting Plug-In

X

X

 

X

X

ICD Agent Desktop

 

X

     

SDK Plug-In

   

X

   

1 IP IVR = Cisco IP Interactive Voice Response

2 IP ICD = Cisco IP Integrated Content Distribution

3 CRA SDK = Cisco CRA Software Developer's Kit

4 IP AA = Cisco IP Auto Attendant

5 Extension Mobility = Cisco CallManager Extension Mobility

6 JTAPI = Java Telephony Applications Programming Interface


Related Documentation

Refer to the following documents for more information about Cisco CallManager and the Cisco Customer Response (CR) Platform:

Installing Cisco Customer Response Applications on the Cisco ICS 7750—Provides information about installing and configuring Cisco CRA on the ICS 7750.

Cisco Customer Response Applications Administrator's Guide—Provides information about installing, configuring, and administering Cisco CRA.

Cisco Customer Response Applications Developer's Guide—Provides information about the CRA Editor and describes CRA Editor workflow steps.

Cisco Customer Response Applications Software Developer's Kit Guide—Provides information about using the CRA SDK to develop custom CRA Editor workflow steps.

Troubleshooting Cisco Customer Response Applications—Provides information about troubleshooting Cisco CRA.

Cisco Customer Response Applications Error Codes—Lists all Cisco CRA error codes, with a description, and a suggested workaround for each.

Cisco CallManager Extended Services Administrator's Guide—Provides information about the Cisco CallManager Extended Services product that ships with Cisco CallManager.

Cisco CallManager Administration Guide—Provides information about administering Cisco CallManager.

Cisco CallManager System Guide—Provides conceptual information about Cisco CallManager and tips on setting up Cisco CallManager features.

Additional Information Online

You can access information about CRA and related voice products online:

Cisco voice product documentation is available in online help and on the web at the following URL:

http://www.cisco.com/univercd/cc/td/doc/product/voice/index.htm

CRA Release 2.2(2) information is available at the following URL:

http://www.cisco.com/univercd/cc/td/doc/product/voice/sw_ap_to/apps22/index.htm

Online help is available from the Application Administration pages, the CRA SDK, the CRA Editor, and the IP ICD Agent Desktop.

Notes

This section has information about CRA Release 2.2(2):

Use distinct variables in the CRA Editor. Variables that differ only in capitalization of letters (for example, waitTime and WaitTime) might cause unexpected results.

Resource Manager Essentials Release 3.3 is compatible with the serviceability feature for CRA Release 2.2(2). If your CiscoWorks2000 server has a different version of Resource Manager Essentials, you should copy SacNTService.exe from the Program Files\cscopx\htdocs\rdist\sysloga directory of the CiscoWorks2000 server to this CRA server directory, Program Files\cisco\bin.

Certain types of transfers and conferences are not supported by the IP ICD Agent Desktop. Refer to the IP ICD Agent Desktop online help, or see the "Supported and Unsupported Actions with the IP Integrated Contact Distribution Agent Desktop" section for a complete description of the supported and unsupported actions and phone configurations.

If you are upgrading to CRA 2.2(2) from a previous version, you should manually back up any system and user prompts, application script files (.aef), custom Java files(*.jar), and CRA SDK work before you upgrade. When the upgrade is complete, restore the prompts from backup.

The files that you create with CRA SDK are not backed up by the automated backup program. You must manually back up any files that you create with the CRA SDK.

You must enable DNS reverse lookup for the DNS server that you use for your CRA Server and for any systems that have the IP ICD Agent Desktop installed.

The only voice-transmission codec supported directly by the CRA engine is G.711. SoftPhones, IP phones, and gateways can also use G.723 or G.729, either of which requires less bandwidth than G.711. However, in order for a device that uses one of the low-bandwidth codecs to connect to IVR and ICD, a transcoding device must translate between the codecs.

When installing CRA on a separate server from the Cisco CallManager server, use the Cisco CallManager host name in the Cisco CallManager Database Location installation dialog box. Do not use the Cisco CallManager IP address in this dialog box. Using the IP address would cause data located in the Cisco CallManager publishing DC Directory to be replicated incorrectly to the CRA subscribing DC Directory.

Supported and Unsupported Actions with the IP Integrated Contact Distribution Agent Desktop

This section outlines the supported and unsupported actions for agents using the IP Integrated Contact Distribution (IP ICD) Agent Desktop. Agents can access similar information in the IP ICD Agent Desktop online help.

This section includes the following:

Supported Actions for IP ICD Agents

Unsupported Actions for IP ICD Agents

Supported IP Phones for IP ICD Agents

Configurations to Avoid for Agent Phones

Additional Notes for IP ICD Agents

Ring-No-Answer Properties File Setting

Supported Actions for IP ICD Agents

Agents who are already on an IP ICD call can do the following:

Perform a consultative transfer or conference to another user or agent—The agent receives an IP ICD call, presses the Transfer button, enters the number of the person to whom he or she wishes to transfer the call, waits until the other person answers the transferred call, and completes the transfer by pressing the Transfer button again (see "CSCdt01536" in Table 5).

Put a new IP ICD call on hold and reconnect to a holding IP ICD call.

Perform a blind transfer to an IP ICD route point—Transferring a call to an IP ICD route point is supported only if you perform a blind transfer as quickly as possible (see "CSCdt44146" in Table 5).

To perform a blind transfer on a Cisco IP Phone, press the Transfer button, dial the route point number, and press the Transfer button again.

To perform a blind transfer on a Cisco IP SoftPhone, click the Transfer button, dial the route point, and then click Send Call.

Unsupported Actions for IP ICD Agents

These are not supported actions for the IP ICD agents:

Arbitrary conference—Agent A receives an IP ICD call, places the call on hold, and initiates another call to another agent or user. Agent A then merges the two calls into a conference by making a new call and pressing the Conference button twice.

Conferencing a call to a route point.

Transferring a call to an ICD route point and waiting for the other agent to answer the call—The transfer will not go through. The second agent will be in In-Session state for five seconds and will then return to Available state, but the second agent's phone will never ring. The first agent can retrieve the call and try again.

Picking up the phone when the IP ICD Desktop reports the status as In-Session, but before the phone rings—If the phone is off hook when the call is transferred, the transfer fails (see "CSCdt44146" in Table 5).

Using Call Park.

Using the MeetMe, Pickup, and GPickup softkeys.

Supported IP Phones for IP ICD Agents

These phones are supported by the IP ICD Agent Desktop:

Cisco 7900 series phones

Cisco IP SoftPhone

Configurations to Avoid for Agent Phones

To avoid problems with ICD agents' phones, use these configuration guidelines:

Do not configure agents' phones to have two lines with the same extension number in different partitions.

Do not assign the same ICD extension to more than one device.

Do not configure forwarding on agent's ICD lines.

Do not configure or use Cisco CallManager Extension Mobility with the ICD Agent Desktop.

Additional Notes for IP ICD Agents

These notes also apply for IP ICD agents:

All outbound calls that an agent makes are considered non-IP ICD calls. When an agent picks up the phone, the ICD Agent Desktop sets the state to Unavailable.

If an agent transfers a call to another agent, the second agent's state changes to In-Session.

An agent who is in the Unavailable state can change to the In-Session state if another agent transfers or conferences an ICD call to him.

Ring-No-Answer Properties File Setting

You can use CRA to change a default setting that puts an ICD agent in the Unavailable state when the agent does not answer a call. The agent must click the Available button in order to become available again. This changes the setting for all agents; you cannot configure the setting differently for the individual agents.

To change this setting:


Step 1 On the CRA server, open the SubsystenRmCm.properties file (the default directory path is C:\Program Files\wfavvid.)

Step 2 Change the com.cisco.wf.subsystems.rmcm.agentUnavailRNA setting to

False—if you want ICD agents who do not answer a call to return to the Available state.

True—if you want ICD agents who do not answer calls to go Unavailable. This is the default state.


Note If you change this setting to false, and an agent is away from his desk, calls could continue to be routed to an agent who is actually not available.


Step 3 Restart the CRA engine.


Completing a Reinstallation of CRA

This section describes a procedure that you should use when you reinstall CRA 2.2(2) by using the installation CDs. Perform the following steps after you have completed the installation process.


Step 1 On the application server, choose Start > Settings > Control Panel > Administrative Tools > Services.

Step 2 Double click Cisco Application Engine.

Step 3 At the Logon tab, enter and confirm the password (use the Windows 2000 administrator's password), and click Apply.

Step 4 On the application server, choose Start > Programs > Cisco CRA Administrator > Application Administrator.

Enter your user name and password, and click OK.

The Application Administration Setup Page appears.

Step 5 Click Setup on the Application Administration Setup Page.

The Directory Configuration page appears. The necessary fields are pre-populated with your directory configuration data.

Step 6 Click OK to confirm the directory configuration.

Step 7 Launch a command window by choosing Start > Run.

Step 8 Enter cmd, and click OK.

Step 9 Set the directory to:

C:\Program Files\wfavvid

Step 10 Run UpgradeAA.bat.

Step 11 Restart the application server.


Known Problems

Known problems are problematic behaviors or defects in Cisco software releases. Known problems are graded according to severity level. These release notes contain information for severity levels 1, 2, and 3 only.

You can search for known problems on the Cisco Bug Toolkit.

To access Cisco Bug Toolkit, perform one of the following actions:

Enter the following URL in your web browser:

http://www.cisco.com/cgi-bin/Support/Bugtool/launch_bugtool.pl

Log in to CCO (cisco.com), and click this path: Service & Support:  Technical Support Help  >  Tool Index >  Software Bug Toolkit.

The following sections cover these problems:

Known Problems for Cisco IP Auto Attendant

Known Problems for Cisco CallManager Extension Mobility

Known Problems for Cisco IP Interactive Voice Response and CRA Server

Known Problems for IP ICD

Known Problems for Cisco IP Auto Attendant

Table 2 lists the open caveats and known problems for Cisco IP Auto Attendant (IP AA) in CRA Release  2.2(2).

.

Table 2 Known Problems for Cisco IP AA 

Bug ID
Summary
Explanation

CSCds49021

This release does not support multiple lines for the same CTI device.

If you add multiple lines for the same CTI device instead of creating individual CTI devices for each directory number, no CTI devices will be in service.

CSCdt63109

Cisco IP AA is not automatically updated after upgrading to Release 2.2(2).

The Cisco IP AA application script is not automatically updated after you upgrade to CRA Release 2.2(2).

To work around this problem, run UpgradeAA.bat after you access the Application Administration page, and re-initialize the LDAP directory.

CSCdu69713

After upgrading, the Cisco IP AA operator extension is missing.

If you upgrade from Cisco IP IVR Release 2.0, the operator extension is deleted from the Cisco IP AA configuration.

To work around this problem, reenter the operator extension.

CSCdu71694

A Cisco IP AA call is dropped after attempted transfer to busy extension without call waiting.

If a Cisco IP AA call is transferred to a busy extension that has forwarding configured and the call is then forwarded to another busy extension that does not have call waiting, the call drops.

CSCdv82338

Cisco IP AA plays the wrong message or no message.

When a caller selects the option to dial a known extension and dials a non-existent or invalid number, the prompt for "invalid number" or "number not in service" does not play. The caller is returned to the main menu prompts.

To work around this problem, use the Workflow Editor to access the script for the IP AA (wfavvid/aa.aef). Add a delay of one second before each prompt that does not play.


Known Problems for Cisco CallManager Extension Mobility

Table 3 lists the open caveats and known problems for Cisco CallManager Extension Mobility in CRA Release 2.2(2).

Table 3 Known Problems for Cisco CallManager Extension Mobility 

Bug ID
Summary
Explanation

CSCdu78830

User receives HTTP Error after pressing the Services button.

A user presses the Services button on his or her IP phone and receives an HTTP error.

To work around this problem, unplug the phone, and plug it back in.

CSCdu78847

When attempting to log in, the user receives an Application Authentication Error and Host Not Found error.

A user attempts to log into his or her phone and receives an Application Authentication error and a Host Not Found error.

There is no workaround for this problem.

CSCdv29329

Extension Mobility login service intermittently fails.

This problem can occur when the virtual directory on the Internet Information Server (IIS) fails. All file requests to the virtual directory result in an HTTP 500 error (Internal Service Error).

As a workaround, restart IIS. This should make the virtual directory function properly.


Known Problems for Cisco IP Interactive Voice Response and CRA Server

Table 4 lists the open caveats and known problems for Cisco IP Interactive Voice Response (IP IVR) and CRA Server in CRA Release 2.2(2).

Table 4 Known Problems for IP IVR and CRA Server 

Bug ID
Summary
Explanation

CSCdr64610

If a port is removed from JTAPI user, the  CRA Engine continues to control the port.

If a CTI port under the control of the JTAPI user defined for IP IVR is removed from that user, the CRA Engine continues to process calls using that port.

To work around this problem, restart either the CRA Engine or the Cisco CallManager.

CSCdr67023

CRA Editor Set step does not permit using the single quote character.

The Set step in the CRA Editor does not allow you to enter strings with the single quote character (`).

CSCdr82447

If the system is handling the maximum number of tasks, additional callers hear ringing and do not connect.

If a call comes into the system when the maximum number of concurrent sessions is reached, the call is blocked. Callers hear ringing until there is an available session to handle the call.

To avoid this problem, do not change the default value of 120 for the maximum number of concurrent tasks.

CSCds00038

ParseXML step always requires a URL Source ID.

The ParseXML step takes two parameters, an input stream and a Source ID (URL). Even if you use an OpenURL step to create an input stream, and the input stream refers to other resources, you must enter the URL for the ParseXML step.

CSCds09801

Real Time Reporting groups report by file name, not by application name.

Real Time Reporting displays the level of activity for each application, grouped by the filename of the application script instead of by the name of the configured application.

This could be confusing if there are two different applications with two separate CTI route points, but both route points run the same application file. The reporting client will not report activity for each application but will group them both under the same application filename.

CSCds37069

The help browser window does not update to show new content when you invoke context-sensitive help.

Microsoft Internet Explorer has a caching error that occurs when using help hyperlinks.

To work around this problem, close the help windows before invoking context-sensitive help or disable browser caching by performing the following steps:

1. In Internet Explorer, select View > Internet Options.

2. Click Settings from the General tab in the Temporary Internet Files section.

3. In the new dialog box that appears, select the Every visit to the page radio button in the Check for newer versions of stored pages section.

4. If the preceding steps fail, click the Refresh button on the browser to display the correct page.

CSCds47571

Netscape Navigator reports an error when you access online help.

If you use Netscape Navigator to view the CRA online help, the following error message might appear:

Problem with Shortcut Unable to open C:\Program Files\wfavvid\help\ IVR\tindex.html

The online help still displays and responds.

CSCds66012

Refreshing scripts in the CRA Engine block incoming calls.

If you refresh scripts in the CRA Engine while there is an incoming call, the web page stops responding. Calls in progress are not affected, but incoming calls will not go through.

To work around this problem, refresh the CRA Engine scripts only during off-peak hours.

CSCds71313

A race condition after a caller hangs up might generate an error message.

When a caller hangs up, a race condition might occur before the CRA Engine is notified of the event. During that time, if the CRA Engine attempts to do any call control, errors might be generated.

Similar errors could also show up while an attempt is made to transfer a call or recover a CTI port if this race condition is encountered.

This error does not affect system operation, because the system receives the event notification that the caller disconnected.

CSCds71985

CTI Route Point and CTI Port extensions above MAX_INT or with initial zeros do not work.

If you configure a CTI route point or CTI port with a number higher than MAX_INT, which is 2147483647, the configuration will fail.

If you configure a route point with initial zeros (for example, 0002), it will be accepted as just 2. However, if you configure a CTI port with a directory number that begins with zeros, such as 0002, the configuration will fail.

To work around this problem, configure CTI route point and CTI port extensions with integers from 1 to 2147483647 and with no initial zeros.

CSCds73727

The Set step does not accept null.

The Set step does not accept null as a valid entry in the Expression Editor for string variables. If you attempt to enter null, you might not be able to close the window by clicking OK.

To work around this problem, enclose null in quotes: "null".

CSCds74780

Reinstalling or upgrading CRA results in an engine service logon failure.

If you reinstall or upgrade CRA on the ICS 7750, MCS-7822, or MCS-7835, you must log in to the CRA Engine again:

1. Select Start > Programs > Administrative Tools  > Services.

2. Double-click Cisco Application Engine.

3. Select the Log On tab.

4. Enter the administrator's password in the Password and Confirm Password fields, and click OK.

5. Restart the Engine service.

CSCds76056

Increment step and Decrement step do not report out of range for values higher or lower than the maximum integer.

If you use the Increment step on a variable with the value equal to the maximum integer value, 2147483647, the step returns the value -2147483648 instead of reporting that the number is out of range. Successive increments increase the value, starting from -2147483648.

The same problem occurs with the Decrement step; if you decrement -2147483648, the returned value is 2147483647.

CSCdt08655

Parameter fields are not available on Application Administration pages for application scripts with user-created steps.

If you create an application script with user-defined steps using the CRA SDK, parameters might not be available from the Application Administration pages.

To work around this problem, make sure the *.jar file or classes are included in the system class path.

CSCdt59115

Calls from H.323 gateway fail under light load.

If five or more calls simultaneously reach CRA applications through an AS5300 gateway running Cisco IOS Release 12.1(5), all the calls will be dropped.

To work around this problem, use Cisco IOS Release 12.1(3)T on any AS5300 machines.

CSCdt59215

Calls redirected from CRA might not be routed correctly.

Calls redirected from the CRA Engine might not be routed by Cisco CallManager. Cisco CallManager uses the Calling Search Space of the device originating the call to determine how to redirect the call.

This problem occurs only if you implement Partitions and Calling Search Spaces on your Cisco CallManager.

To work around this problem, assign the desired Calling Search Space to the devices calling the CRA Engine instead of to the CTI ports.

CSCdt86640

Install fails with erroneous insufficient space message.

During the install procedure, the installer reports that there is not enough space to continue the installation, even though there is enough space on the disk. This happens because the InstallShield is unable to determine the free disk space on an NTFS.

To work around this problem, use up additional disk space by copying some files, such as C:\Program Files\ to Copy of Program Files, to allow the install to continue. Delete the duplicate folders after installation is completed.

CSCdu10684

CRA administrator password invalid when it contains a space.

If you enter spaces in the CRA Administrator password during the installation, the password will not work when you log in.

To work around, reenter the password in the Service Manager:

1. On the CRA Server, choose Start > Settings > Control Panel > Administrative Tools > Services.

2. Double-click Cisco Application Engine.

3. Choose the Log On tab.

4. Enter and confirm the CRA Administrator password, and click Apply.

CSCdu27031

Most recent trace file is not displayed on Application Administration pages.

Sometimes the most recent trace file is not displayed on the Application Administration pages.

To work around this problem, access the trace files in the directory in which CRA is installed (the default is C:\Program Files\wfavvid).

CSCdu33360

Get Session Info step displays incorrect Transferred Arrival Type.

The Get Session Info step displays an incorrect Transferred Arrival Type for calls transferred to a route point.

CSCdv02936

Search option in CRA Editor online help results in an exception error.

An exception error results if you refuse the security warning about the jvm7.tmp file that appears when you click the online help Search button. This situation occurs only if you are using the CRA Editor on the application server.

To work around this problem, select "yes" at the security warning.

CSCdu73038

CRA Engine does not start if IBM DB2 server is down.

If you attempt to start the CRA Engine when your IBM DB2 server is not working, the CRA Engine does not start.

To work around this problem, make sure that your IBM DB2 server is working before you start the CRA Engine.

To avoid this problem, configure the IBM DB2 associated ODBC Data Source Name (DSN) to use the Named Pipe protocol instead of TCP/IP.

CSCdv37887

CRA Editor does not save changes to the Cancel Key and Terminating Key properties for the Name To Address Step.

On the Name To Address Step customizer, two properties in the Input tab remain unchanged even after the user attempts to change the values of these properties and saves the changes. These two properties are the Terminating Key and the Cancel Key.

There is no workaround for this problem.


Known Problems for IP ICD

Table 5 lists the open caveats and known problems for IP ICD in CRA Release 2.2(2).

Table 5 Known Problems for IP ICD 

Bug ID
Summary
Explanation

CSCds64570

Transferring a call to a route point with an available agent does not work.

If you transfer a call to a route point with an available agent, the agent never gets the call. The consult call ends, and the agent's state becomes Unavailable.

To work around this problem, complete the transfer to the route point before the route point finds an available agent. (See the "Supported and Unsupported Actions with the IP Integrated Contact Distribution Agent Desktop" section.)

CSCds78439

Calls disconnect when placed to an application that uses the Select Resource step with an invalid ESD.

If you write an application with a Select Resource step that uses an invalid Event Service Desk (ESD), calls to that application are dropped.

To work around this problem, make sure the application specifies the correct ESD.

CSCdt01536

After conferencing a call to another agent, both agents remain in an In-Session state.

If an agent on an ICD call initiates and completes a conference to another agent before the other agent answers, the caller is disconnected. After the call ends, both agents remain in an In-Session state, instead of returning to the Available state.

To work around this problem, the agents must close and reopen the IP ICD Desktop.

To prevent this problem, make sure agents do not complete a conference until the second agent answers the call. (See the "Supported and Unsupported Actions with the IP Integrated Contact Distribution Agent Desktop" section.)

CSCdt44146

IP ICD calls can be routed to an agent who is already on a call.

If an application script uses a Select Resource step with the Connect option off and the Selected branch performs an action that takes time, such as playing a prompt, another agent can transfer a different call to the selected agent before the first call rings.

If the agent answers the transferred call and lets the routed call ring without answering it, the agent's state becomes Unavailable after dropping his call.

If the agent picks up the phone, the transfer fails.

To work around this problem, disable call waiting on the agent's IP ICD extension.

Agents should always wait for the phone to ring before going off  hook, even if the IP ICD Desktop reports the state In-Session. (See the "Supported and Unsupported Actions with the IP Integrated Contact Distribution Agent Desktop" section.)

CSCdt73284

ICD Agent Desktop does not start.

If you install the ICD Agent Desktop and the CRA Editor in the same directory, and then remove the CRA Editor, the ICD Agent Desktop might not start.

To work around this problem, install the ICD Agent Desktop and the CRA Editor in different directories.

CSCdt75451

Agent state remains In-Session after answering call forwarding.

If an agent has Forward No Answer configured on an IP ICD extension and does not answer a IP ICD call, the call is forwarded if the Forward No Answer timeout is shorter than the Ring No Answer timeout for the IP ICD. After the call is forwarded, the agent's state remains In-Session.

To work around this problem, the agent must close and reopen IP ICD Desktop and log in again.

To avoid this problem, the agent should become Unavailable when he or she has Forward No Answer configured on his or her IP ICD extension.

CSCdu43779

RMCM subsystem shows wrong status when failover failed.

If all Cisco CallManager servers to which a CRA Engine connects are not working, the RMCM Subsystem status still displays In-Service.

The RMCM subsystem displays the status Out-Of-Service only when the CTI Manager Service is down.

CSCdu44809

Agents in a consult transfer and a conference at the same time end in wrong state.

If an agent in a consult transfer completes a conference with another agent, agents states and reporting statistics are displayed incorrectly.

For example, Agent A receives an ICD call and begins to transfer the call to Agent B. Before the transfer completes, Agent B initiates a consult conference to Agent C. Agent B then completes the conference and Agent A completes the transfer.

During the call:

Agent C is in the Unavailable state instead of the In-Session state.

The statistics do not record that Agent B handled a contact or that Agent C was presented a contact or handled a contact.

After the call ends:

Agent C is in the Unavailable state instead of the Available state.

The total contacts and contacts handled are both 1 instead of zero.

CSCdv21723

ICD Agent Desktop not properly updated.

If you have an older version of the Agent Desktop cached in your browser and are downloading a newer version, you may encounter incompatibility between the Agent Desktop and application server.

To work around this problem, clean up the browser's cache prior to downloading the Agent Desktop.

CSCdv22033

Call gets routed to an agent who is already in the In-Session state.

An agent's state might be reset incorrectly to the Available state while the agent is already handling a call. If this occurs, the agent can receive a second call, which he or she can choose to answer. The agent will be in the Available state again after both calls are dropped. If the agent becomes Unavailable after both calls are dropped, he or she can click Available to accept calls.

CSCdv28035

ICD agents are unable to login.

Agents may intermittently receive the following error message while logging in: "Unable to contact remote host."

To work around this problem, exit the agent desktop, and try logging in again. Repeat this process if you still receive the error message.


Obtaining Documentation

The following sections explain how to obtain documentation from Cisco Systems.

World Wide Web

You can access the most current Cisco documentation on the World Wide Web at the following URL:

http://www.cisco.com

Translated documentation is available at the following URL:

http://www.cisco.com/public/countries_languages.shtml

Documentation CD-ROM

Cisco documentation and additional literature are available in a Cisco Documentation CD-ROM package, which is shipped with your product. The Documentation CD-ROM is updated monthly and may be more current than printed documentation. The CD-ROM package is available as a single unit or through an annual subscription.

Ordering Documentation

Cisco documentation is available in the following ways:

Registered Cisco Direct Customers can order Cisco product documentation from the Networking Products MarketPlace:

http://www.cisco.com/cgi-bin/order/order_root.pl

Registered Cisco.com users can order the Documentation CD-ROM through the online Subscription Store:

http://www.cisco.com/go/subscription

Nonregistered Cisco.com users can order documentation through a local account representative by calling Cisco corporate headquarters (California, USA) at 408 526-7208 or, elsewhere in North America, by calling 800 553-NETS (6387).

Documentation Feedback

If you are reading Cisco product documentation on Cisco.com, you can submit technical comments electronically. Click Leave Feedback at the bottom of the Cisco Documentation home page. After you complete the form, print it out and fax it to Cisco at 408 527-0730.

You can e-mail your comments to bug-doc@cisco.com.

To submit your comments by mail, use the response card behind the front cover of your document, or write to the following address:

Cisco Systems
Attn: Document Resource Connection
170 West Tasman Drive
San Jose, CA 95134-9883

We appreciate your comments.

Obtaining Technical Assistance

Cisco provides Cisco.com as a starting point for all technical assistance. Customers and partners can obtain documentation, troubleshooting tips, and sample configurations from online tools by using the Cisco Technical Assistance Center (TAC) Web Site. Cisco.com registered users have complete access to the technical support resources on the Cisco TAC Web Site.

Cisco.com

Cisco.com is the foundation of a suite of interactive, networked services that provides immediate, open access to Cisco information, networking solutions, services, programs, and resources at any time, from anywhere in the world.

Cisco.com is a highly integrated Internet application and a powerful, easy-to-use tool that provides a broad range of features and services to help you to

Streamline business processes and improve productivity

Resolve technical issues with online support

Download and test software packages

Order Cisco learning materials and merchandise

Register for online skill assessment, training, and certification programs

You can self-register on Cisco.com to obtain customized information and service. To access Cisco.com, go to the following URL:

http://www.cisco.com

Technical Assistance Center

The Cisco TAC is available to all customers who need technical assistance with a Cisco product, technology, or solution. Two types of support are available through the Cisco TAC: the Cisco TAC Web Site and the Cisco TAC Escalation Center.

Inquiries to Cisco TAC are categorized according to the urgency of the issue:

Priority level 4 (P4)—You need information or assistance concerning Cisco product capabilities, product installation, or basic product configuration.

Priority level 3 (P3)—Your network performance is degraded. Network functionality is noticeably impaired, but most business operations continue.

Priority level 2 (P2)—Your production network is severely degraded, affecting significant aspects of business operations. No workaround is available.

Priority level 1 (P1)—Your production network is down, and a critical impact to business operations will occur if service is not restored quickly. No workaround is available.

Which Cisco TAC resource you choose is based on the priority of the problem and the conditions of service contracts, when applicable.

Cisco TAC Web Site

The Cisco TAC Web Site allows you to resolve P3 and P4 issues yourself, saving both cost and time. The site provides around-the-clock access to online tools, knowledge bases, and software. To access the Cisco TAC Web Site, go to the following URL:

http://www.cisco.com/tac

All customers, partners, and resellers who have a valid Cisco services contract have complete access to the technical support resources on the Cisco TAC Web Site. The Cisco TAC Web Site requires a Cisco.com login ID and password. If you have a valid service contract but do not have a login ID or password, go to the following URL to register:

http://www.cisco.com/register/

If you cannot resolve your technical issues by using the Cisco TAC Web Site, and you are a Cisco.com registered user, you can open a case online by using the TAC Case Open tool at the following URL:

http://www.cisco.com/tac/caseopen

If you have Internet access, it is recommended that you open P3 and P4 cases through the Cisco TAC Web Site.

Cisco TAC Escalation Center

The Cisco TAC Escalation Center addresses issues that are classified as priority level 1 or priority level 2; these classifications are assigned when severe network degradation significantly impacts business operations. When you contact the TAC Escalation Center with a P1 or P2 problem, a Cisco TAC engineer will automatically open a case.

To obtain a directory of toll-free Cisco TAC telephone numbers for your country, go to the following URL:

http://www.cisco.com/warp/public/687/Directory/DirTAC.shtml

Before calling, please check with your network operations center to determine the level of Cisco support services to which your company is entitled; for example, SMARTnet, SMARTnet Onsite, or Network Supported Accounts (NSA). In addition, please have available your service agreement number and your product serial number.