Cisco Intelligent Contact Management (ICM) software transforms a conventional call center enterprise into a multimedia contact center. Designed to expand the options for customer interaction, the Cisco system enables a company to consolidate its web, e-mail, and telephony channels into an integrated customer-contact environment.
This document describes how to troubleshoot ICM agent chat issues.
Cisco recommends that you have knowledge of these topics:
Cisco Unified ICM Enterprise Edition
Cisco Collaboration Server
The information in this document is based on the Cisco Unified ICM Enterprise Edition 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.
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In Cisco Unified Web and E-Mail Interaction Manager (EIM/WIM) 4.3(1), e-mail and chat routing requests to ICM halt abruptly, and no tasks are submitted by EIM/WIM to ICM.. This issue can occur when a custom rule creates an activity subtype that the EIM/WIM is unable to handle.
As a workaround, the problematic e-mail should be moved to the exception queue and then the External Agent Assignment Service (EAAS) should be restarted.
With Cisco Collaboration Server (CCS) integrated with ICM, the ICM chat requests get stuck in the ICM queue.
In order to resolve this issue, make sure the chat request submits all the required inputs to the CCS as mentioned in the Cisco Collaboration Server 5.0: Administration Guide.
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