Cisco Unified Intelligent Contact Management Enterprise

Document ID: 64448

Contents

Introduction
Prerequisites
      Requirements
      Components Used
      Conventions
Problem
Cause
Solution
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Introduction

This document describes the problem of an inoperable WebView Log Out button in the Cisco Intelligent Contact Management (ICM) and Cisco E-Mail Manager environments, and provides a possible workaround.

Note: For more information on the resolution of this issue, refer to Cisco bug ID CSCsa44471 ( registered customers only) .

Prerequisites

Requirements

Cisco recommends that you have knowledge of these topics:

• Cisco ICM

• Cisco E-Mail Manager Option

• Cisco WebView

Components Used

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

• Cisco ICM version 5.x and later

• Cisco E-Mail Manager Option version 5.0 SR1

• Cisco WebView version 5.x and later

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

Refer to Cisco Technical Tips Conventions for more information on document conventions.

Problem

When you click the Log Out button in Cisco WebView:

• You are unable to exit WebView (see arrow B in Figure 1).

• The words "(request,response))return" are displayed above the button (See Arrow A in Figure 1).

  Figure 1 – Inoperable Log Out Button in WebView

  

Cause

This problem occurs when some WebView files are corrupt.

Solution

Complete these steps to solve this problem:

1. Open Windows Explorer.

2. Navigate to the reporting directory.

   For ICM WebView, the path is C:\icm\web\webview\reporting.

   For Cisco E-Mail Manger WebView, the path is C:\cem\web\webview\reporting.

3. In the right pane, select all folders whose names begin with an underscore (_) (see the red box in Figure 2), and delete them.

   Figure 2 – Folders in the "reporting" Directory, Whose Names Begin with an Underscore

   

4. Navigate to the pagecompile directory:

   C:\Program Files\New Atlanta\ServletExec ISAPI\Servlets\pagecompile

5. In the right pane, select all folders whose names begin with an underscore (_) (see the red box in Figure 3), and delete them.

   Figure 3 – Folders in the "pagecompile" Directory Whose Names Begin with an Underscore

   

6. Open a Microsoft Internet Explorer browser window.

7. Select Tools > Internet Options.

   The Internet Options dialog box is displayed (see Figure 4).

8. Click Delete Cookies and Delete Files in the Temporary Internet Files section.

   Figure 4 – Internet Options

   

9. Click Settings.

   The Settings dialog box is displayed (see Figure 5).

10. Select the Every visit to the page option.

11. Change the value in the Amount of disk space to use field to 1 MB.

    Figure 5 – Settings

    

12. Click OK twice.

13. Click Start > Programs > Administrative Tools > Services to open the Services window.

14. In the right pane, locate IIS Admin Service (see Figure 6).

15. Right-click IIS Admin Service, and select Stop from the shortcut menu, to stop the service.

    Figure 6 – Services

    

16. Right-click IIS Admin Service, and select Start from the shortcut menu, to restart the service.

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