Table Of Contents
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:
•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 ICS 7750
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 IVR1 IP ICD2 CRA SDK3 IP AA4 Extension Mobility5
Real Time Reporting
Cisco CRA Editor
Real Time Reporting Plug-In
ICD Agent Desktop
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
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:
•CRA Release 2.2(2) information is available at the following URL:
•Online help is available from the Application Administration pages, the CRA SDK, the CRA Editor, and the IP ICD Agent Desktop.
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
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.
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:
Step 10 Run UpgradeAA.bat.
Step 11 Restart the application server.
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:
•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
Table 2 lists the open caveats and known problems for Cisco IP Auto Attendant (IP AA) in CRA Release 2.2(2).
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).
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).
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
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.)
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.
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.)
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.)
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.
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.
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.
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.
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.
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.
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.
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World Wide Web
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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 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:
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:
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:
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:
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:
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.
This document is to be used in conjunction with the documents listed in the "Related Documentation" section.
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