Cisco E-Mail Manager Option

Document ID: 63819

Contents

Introduction
Prerequisites
      Requirements
      Components Used
      Conventions
Background Information
Missing CTI Server IP Address
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Related Information

Introduction

This document describes one reason why the Cisco E-Mail Manager Option fails to establish a session with the Computer Telephony Integration (CTI) Server and provides a solution in a Cisco Intelligent Contact Management (ICM) Enterprise environment.

Prerequisites

Requirements

Cisco recommends that you have knowledge of these topics:

• Cisco ICM

• Cisco E-Mail Manager Option

• Microsoft Windows NT Registry Utility

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.

Background Information

The Cisco E-Mail Manager communicates with the CTI Server through the Agent Reporting and Management (ARM) interface. This interface is a CTI Server Application interface. Together with the Media Routing (MR) interface, it provides the real-time link between Cisco E-Mail Manager and ICM (see Figure 1).

Missing CTI Server IP Address

If the Cisco E-Mail Manager Option fails to establish a session with the CTI Server, it is a configuration issue. One of the possible reasons is the IP address and listening port for the CTI Server is missing in the Peripheral Gateway (PG) configuration. Agents for the Cisco E-Mail Manager rely on the primary and secondary CTI address to connect through the ARM interface on the CTI Server, rather than through a peripheral.

Complete these steps to add the IP address and port number of the CTI Server to the PG configuration:

1. Access the Configuration Manager on an ICM Admin Workstation (AW). From the Start menu, select Programs > ICM Admin Workstation > Configuration Manager.

2. Use the Configuration Manager menu to select Tools > Explorer Tools > PG Explorer.

   The PG Explorer window is displayed.

3. Select the filters in the Select filter data box.

4. Click Retrieve.

   The name(s) of the retrieved PG(s) appear in the tree list box.

5. Use the tree list box to select the MR PG for the Cisco E-Mail Manager.

   The selected PG configuration information is displayed in the tabbed fields on the right (see Figure 2).

6. Enter CTI address and listening port in both the Primary CTI address and Secondary CTI address fields. You must use this format to enter the address and port—IP address:listening port—in either dotted numeric or name format. If a CTI Server is installed on the PG, enter the CTI Server address. The CTI Server address is needed if an agent is connected through a CTI Server rather than through a peripheral.

   Figure 2 – Logical Interface Controller Configuration - PG

   

   The default listening port on the CTI Server is 42027 (see arrow A in Figure 3). You can use the registry setting to change the listening port: HKEY_LOCAL_MACHINE\SOFTWARE\Cisco Systems, Inc.\ICM\<Cust_Inst>\CG<inst><number><A or B>\CG\CurrentVersion\CTIServer\Config\ListenPort.

   Figure 3 – Registry Key for the Listening Port on the CTI Server

   

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Related Information

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