Cisco Unified Intelligent Contact Management Enterprise

This document describes if it is necessary to reapply Cisco Intelligent Contact Management (ICM) hotfixes when installing the second Cisco ICM instance on the ICM node, if these hotfixes have already been applied to the first instance. It also explains if it is possible to run two different levels of Cisco ICM code on different instances; that is, the first instance runs a certain level of Cisco ICM code, and the second instance runs another level of Cisco ICM code.

A. Yes, when installing a second instance, Cisco ICM copies files from Cisco ICM installing CD to the directory of c:\icr\bin on the Cisco ICM node. Files from the installing CD overwrite the existing files with the same file names in the c:\icr\bin directory. If the overwritten file happens to be the file with a specific hotfix applied, the hotfix is either lost or damaged. Therefore, it is necessary to reapply Cisco ICM hotfixes when installing a second instance on a Cisco ICM node.

Since both the first and second instance share the c:\icr\bin directory, they always run the same level of Cisco ICM code. It is not possible for the first instance to run one level of Cisco ICM code while the second instance runs another level of Cisco ICM.

Note: "C" in c:\icr\bin represents the drive where Cisco ICM software is installed. If your ICM software is installed on a different drive, use your drive letter.