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:
Cisco Interaction Manager (CIM)
IP Contact Center Enterprise
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.
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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 server.
Right-click the egpl_application_server.jar file, and choose Properties.
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, 2008.
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.
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