Cisco Unified Intelligent Contact Management Enterprise

Revised October 10, 2006

May 17, 2001

THIS FIELD NOTICE HAS BEEN ARCHIVED AND IS NO LONGER MAINTAINED OR UPDATED BY CISCO.

THIS FIELD NOTICE IS PROVIDED ON AN "AS IS" BASIS AND DOES NOT IMPLY ANY KIND OF GUARANTEE, WARRANTY OR SUPPORT. USE OF THE INFORMATION ON THIS FIELD NOTICE OR MATERIALS LINKED FROM THIS FIELD NOTICE IS AT YOUR OWN RISK. CISCO RESERVES THE RIGHT TO CHANGE OR UPDATE THIS FIELD NOTICE AT ANY TIME.

Products Affected

Problem Description

Historical data reporting was suspended for skill group, agent skill group, and agent tables after upgrading from ICM version 4.1 to ICM version 4.5. The cause was attributed to the missing data recovery logic that was enhanced in ICM version 4.5. This logic is re-enhanced to force automatic recovery during unexpected situations.

Background

Three standard agent reports were not working after upgrade to ICM 4.5 software upgrade.

Problem Symptoms

Half hour skill group and agent skill group data are not populated in the reports database following PG or system restart. ICM reports which use this data would be blank.

Workaround/Solution

Apply hotfix hf44 for ICM release 4.5.0 for resolution, and verify reporting of half hour tables stated above.

Verification can be done by querying the SQL database for the next half hour period after startup. Instructions are presented below:

Stop PG node
Apply Hotfix
Start PG node

For duplex systems, apply hotfix to each side one at a time.

This fix is for Peripheral Gateways: OPC process only. The only file affected is opc.exe.

DDTS

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For More Information

If you require further assistance, or if you have any further questions regarding this field notice, please contact the Cisco Systems Technical Assistance Center (TAC) by one of the following methods:

• Open a service request on Cisco.com
• By email
• By telephone

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