Cisco Unified Intelligent Contact Management Enterprise

Document ID: 65827

Contents

Introduction
Prerequisites
      Requirements
      Components Used
      Conventions
Problem
Causes
Solutions
      Lock Release
      Access Rights for Dbagent.acl
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Introduction

This document describes two reasons for the failure of users to access scripts from the Script Editor, and provides relevant solutions in a Cisco Intelligent Contact Management (ICM) Enterprise environment.

Prerequisites

Requirements

Cisco recommends that you have knowledge of these topics:

• Cisco Intelligent Contact Management (ICM)

• ICM Script Editor

Components Used

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

• Cisco ICM Enterprise Edition version 6.x

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 a user tries to process a script, the Script Editor fails, and this error message appears (see Figure 1):

Could not acquire script lock

Causes

This problem can occur when:

• Another user is editing the script.

• The user does not have the privileges to access the dbagent.acl file.

Solutions

Lock Release

In order to maintain the integrity of a script, only one user can edit a specific script at a given time. The current user locks a script when the user edits the script. If one user locks a script, no other user can access the script from any Admin Workstation (AW) until the user releases the lock. In this scenario, you can ask the current user to close the script editing session. Alternatively, you can release the script lock forcibly.

Complete these steps in order to release the script lock forcibly:

1. Run Lock Admin.

2. Select the script.

3. Click Release (see red rectangle in Figure 2).

   Figure 2 – Lock Administration

   

Access Rights for Dbagent.acl

In order to run Script Editor to process a script, the user must have Full Control privileges to access the dbagent.acl file. You can locate the dbagent.acl file in C:\icm\<inst_name>\ra. By default, users who belong to the Everyone group have permissions to process a script (see Figure 3).

Users who are not members of the Everyone group cannot access the Script Editor. In order to solve this problem, you can add the user to the Everyone group. Alternatively, you can grant Full Control to an individual user for the dbagent.acl file.

Complete these steps in order to provide a user with access to the dbagent.acl file.

1. Right-click the dbagent.acl file, and select Properties from the shortcut menu.

2. Click the Security tab (see arrow A in Figure 3).

   Figure 3 – Dbagent.acl Properties

   

3. Click Add (see arrow B in ).

   The Select Users, Computers, or Groups dialog box appears (see Figure 4).

   Figure 4 – Select Users, Computers, or Groups

   

4. Scroll through the Name list to locate the user, and click the user name to select the user.

5. Click Add.

6. Click OK. The dbagent.acl Properties screen appears.

7. Check the Full Control check box under the Permissions section.

8. Click OK.

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