Cisco E-Mail Manager Option

Document ID: 64231

Contents

Introduction
Prerequisites
      Requirements
      Components Used
      Conventions
Problem
Solution
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Introduction

This document describes one possible reason for the failure of an agent to log into the Cisco Agent Desktop, and provides a solution in Cisco E-Mail Manager version 5 in a Cisco Intelligent Contact Management (ICM) environment.

Prerequisites

Requirements

Cisco recommends that you have knowledge of these topics:

• Cisco ICM

• Cisco E-Mail Manager Option

Components Used

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

• Cisco ICM version 5.0 and later

• Cisco E-Mail Manager Option version 5.0 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

This section provides a step-by-step description of the problem.

1. The agent fails to log into the Agent Desktop, and the Internet Explorer browser window displays this error message:

   Web Page Cannot Display

2. When the administrator tries to reinstall the UI Server, the Subscript out of Range error is displayed:

Solution

ServletExec requires that the Scripts virtual directory points to the ServletExec_ISAPI.dll file in the C:\inetpub\scripts directory. This is a virtual directory for Internet Information Services.

Complete these steps:

1. Select Start > Programs > Administrative Tools > Internet Services Manager.

   The Internet Information Services window is displayed:

   Figure 2 – Internet Information Services Manager

   

   Internet Information Services is the root in the left pane.

2. Expand the Server node (here, it is "hpipcccem"), and the Default Web Site node.

3. Scroll down to locate the Scripts virtual server node.

   If you are unable to locate the Scripts virtual server, you must create one. Complete these steps:

   1. Right click Default Web Site, and select New > Virtual Directory from the shortcut menu.

      The Welcome screen is displayed:

      Figure 3 – Welcome Screen: Virtual Directory Creation Wizard

      

   2. Click Next.

      The Virtual Directory Alias screen is displayed (see Figure 4).

   3. Type Scripts in the Alias field.

      Figure 4 – Virtual Directory Alias Screen

      

   4. Click Next.

      The Web Site Content Directory screen is displayed:

      Figure 5 – Web Site Content Directory Screen

      

   5. Type C:\Inetpub\scripts in the Directory field.

   6. Click Next.

      The Access Permissions page is displayed (see Figure 6).

   7. Check the Read, Run scripts (such as ASP) and Execute (such as ISAPI applications or CGI) check boxes.

      Figure 6 – Access Permissions Screen

      

   8. Click Next.

      The Successful Completion screen is displayed:

      Figure 7 – Successful Completion Screen

      

   9. Click Finish.

      The Scripts virtual server is created.

4. Select Scripts in the left pane, and click Action > Properties (see Figure 8).

   Figure 8 – Scripts Virtual Directory Properties

   

   The Scripts Properties window is displayed:

   Figure 9 – Scripts Properties

   

5. Verify whether Scripts and Executables is selected in the Execute Permissions list.

6. Click OK.

7. Next, locate the pagecompile folder, in this path:

   C:\Program Files\New Atlanta\ServletExec ISAPI\ServletExec Data\
   Default\<cust_inst>\

   where <cust_inst> represents the customer instance.

   If the pagecompile folder does not exist, you must create one in the customer instance folder (see Figure 10).

   Figure 10 – Pagecompile Directory

   

8. Right-click pagecompile, and select Properties from the shortcut menu.

   The pagecompile Properties dialog box is displayed (see Figure 11).

9. Select the Security tab.

10. Set the permissions on the pagecompile folder to Everyone, and provide Full Control.

    Figure 11 – Pagecompile Properties

    

11. Click Apply.

12. Click OK.

    The Scripts virtual directory now points to the correct file, and the Subscript out of Range error no longer appears during the reinstallation of the UI Server.

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