Cisco Unified Intelligent Contact Management Enterprise

Document ID: 68212

Contents

Introduction
Prerequisites
      Requirements
      Components Used
      Conventions
Problem
Cause
Solution
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Introduction

This document describes one reason for the shutdown of the Configuration Management Service (CMS) process on the Distributor Admin Workstation (AW) due to a buffer overrun. This document also provides a workaround and a software fix in a Cisco IP Contact Center (IPCC) Enterprise environment.

Note: Refer to Cisco bug ID CSCsc21457 ( registered customers only) for more information.

Prerequisites

Requirements

Cisco recommends that you have knowledge of Cisco Intelligent Contact Management (ICM).

Components Used

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

• Cisco IPCC Enterprise version 5.0(0)

• Cisco IPCC Enterprise version 6.0(0)

• Cisco IPCC Enterprise version 7.0(0)

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

The CMS process on the Distributor AW shuts down with a buffer overrun when certain date-time combinations occur.

Figure 1 displays the log collected at the time of shutdown on the Distributor AW. Arrow A indicates that a buffer overrun is the reason for the shutdown.

Cause

This problem occurs only when the string length for the current date and time in the yyyy-mm-dd-hh-mm-ss format reaches 19 digits. For example, 2005-10-10-12-59-99. The problem does not occur when the string length is shorter than 19, for example, 2005-9-30-12-59-99.

Solution

In a test environment, the workaround to this problem is to manipulate the date so as to keep the length under 19. However, in a production environment, no workaround is currently available.

In order to solve this problem, apply the relevant service release, based on the IPCC version you use:

• Cisco IPCC Enterprise version 5.0(0): Service Release 13

• Cisco IPCC Enterprise version 6.0(0): Service Release 5

• Cisco IPCC Enterprise version 7.0(0): Service Release 1 Engineering Special 5

• Cisco IPCC Enterprise version 7.0(0): Service Release 2

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• Technical Support & Documentation - Cisco Systems