Document ID: 53051
Contents
Introduction
Prerequisites
Requirements
Components Used
Conventions
Problem
Solution
NetPro Discussion Forums - Featured Conversations
Related Information
Introduction
This document describes one reason why the updateaw process on a Cisco Intelligent Contact Management (ICM) Historical Data Server (HDS) or Distributor Admin Workstation (AW) repeatedly fails to start and provides a solution in a Cisco ICM environment.
Prerequisites
Requirements
Readers of this document should have knowledge of these topics:
-
Cisco ICM
-
Microsoft Windows NT and Windows 2000 Server
Components Used
The information in this document is based on these software and hardware versions:
-
Cisco ICM
-
Microsoft Windows NT and Windows 2000 Server
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 booting the ICM HDS or Distributor AW, the updateaw process repeatedly fails to start. This is verified by analyzing the related updateaw trace files collected by running the dumplog utility. In Figure 1, the updateaw process fails four times.
Figure 1: Updateaw Process Trace File
Solution
The root of the problem is an authority and access-right issue. During the process of building an ICM workstation, one specific user is created. The User ID of this user is composed of the instance name and the workstation name. It must be a member of the following three groups:
-
Administrators
-
Domain Users
-
SQLAWAdmin
The following figure shows a working setup. The User ID is lab50icmipcc. The ICM instance name is lab50 and icmipcc is the workstation name. It is a member of the above three groups.
Figure 2: User and Group - lab50icmipcc
Add the specific user to the three groups to resolve the problem.
NetPro Discussion Forums - Featured Conversations
| NetPro Discussion Forums - Featured Conversations for Customer Contact Software |
| IP Communications and Video: Contact Center |
Related Information
| Updated: Sep 16, 2005 | Document ID: 53051 |