Cisco Unified Intelligent Contact Management Enterprise

Document ID: 52364

Contents

Introduction
Prerequisites
      Requirements
      Components Used
      Conventions
Problem
Solution
Related Information

Introduction

This document describes one reason why the following error appears when accessing a report or template in WebView:

ERROR: Could not retrieve the ICM root.

along with a solution for this issue in a Cisco Intelligent Contact Management (ICM) environment.

Prerequisites

Requirements

Readers of this document should have knowledge of these topics:

• Cisco ICM

• Cisco WebView

Components Used

The information in this document is based on these software and hardware versions:

• Cisco ICM 4.6.2

• Cisco WebView 4.6.2

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.

Conventions

For more information on document conventions, refer to the Cisco Technical Tips Conventions.

Problem

When accessing WebView reports or templates, the following error appears:

Error. The server encountered an unexpected condition which prevented it 
  from fulfilling the request.

org.omg.CORBA.OBJECT_NOT_EXIST:   minor code: 0  completed: No
	at java.lang.Class.newInstance0(Native Method)
	at java.lang.Class.newInstance(Class.java:237)
	at com.sybase.CORBA.iiop.Connection.invoke(Connection.java:2073)
	at SessionManager._st_Session.lookup(_st_Session.java:68)
	at com.cisco.atg.icmsysinfo.jagConnect(icmsysinfo.java:217)
	at com.cisco.atg.icmsysinfo.getICMRoot(icmsysinfo.java:248)
	at pagecompile._webview._ReportList_xjsp._jspService(_ReportList_xjsp.java:71)
	at com.newatlanta.servletexec.JSP10HttpJspPage.service(JSP10HttpJspPage.java:41)
	at com.newatlanta.servletexec.JSP10Servlet.service(JSP10Servlet.java:698)
	at javax.servlet.http.HttpServlet.service(HttpServlet.java:853)
	at com.newatlanta.servletexec.ServletExec.CallServletService(ServletExec.java:1582)
	at com.newatlanta.servletexec.ServletExec.processServletRequest(ServletExec.java:1535)
	at com.newatlanta.servletexec.ServletExec.processServletAlias(ServletExec.java:1483)
	at com.newatlanta.servletexec.ServletExec.ProcessRequest(ServletExec.java:1224)
	at com.newatlanta.servletexec.ServletExec.ProcessRequest(ServletExec.java:995)

ERROR: Could not retrieve the ICM root.

Solution

This issue can be solved by running the following steps on the WebView server:

1. Select Start > Programs > Administrative Tools > Services. The Services window appears.

2. Right-click Jaguar.

3. A popup window appears, click Stop to stop the Jaguar service.

   

4. Rename Jaguar.props to Jaguar.props.old. By default, this file is located in the following directory:

   c:\program files\sybase\jaguar CTS 3.5\Repository\Server

5. On the WebView Server, rerun the ICM setup for an Admin Workstation (AW) from the ICM CD-ROM media, and select Web-Based Monitoring to enable WebView on the AW.

   When you select the Web-Based Monitoring (WebView) box, you can also select the Web Monitoring options you want to use, Reporting, Script Monitoring, and QuickEdit.

   

   QuickEdit allows you to do some limited script editing through the web.

6. Restart the Jaguar service.

   

Related Information

• Technical Support - Cisco Systems