Cisco Unified Intelligent Contact Management Enterprise

July 21, 2004

Products Affected

• ICM IPCC - ICM/IPCC release 4.6.2 and 5.0(0) only

Problem Description

Potential issues can arise when the CD version of Setup.exe is run on Cisco Intelligent Contact Management (ICM) nodes on which Service Releases and/or Engineering Specials have been applied.

This problem pertains to the ICM and Cisco IP Contact Center (IPCC) Enterprise and Hosted Editions versions 4.6(2) and 5.0(0). In ICM and IPCC Enterprise version 6.0(0)"Setup.exe" provides notification of this potential risk.

Background

Subsequent to an initial installation of ICM on a node, you may need to rerun Setup.exe from the ICM CD. Typically, this occurs when you want to add additional ICM components, such as loggers and routers, something which can only be accomplished by running the CD version of Setup.

Problem Symptoms

Inconsistent behavior due to the mismatched set of files. Version Mismatch errors.

Workaround/Solution

To avoid potential issues, Cisco recommends that you revert an ICM node to base-release level prior to running Setup.exe from the ICM CD. This should also be done if you have previously run Setup.exe from the CD in your Service Release-patched environment and are experiencing inconsistent behavior. To do this:

1. Uninstall all ICM Service Releases and/or Engineering Specials from the node, following the uninstallation instructions provided in their Release Notes.

   Note:?Patches must be removed in the reverse order they were installed. For example, on a node on which the following have been installed: SR1, SR1_ES10, SR1_ES20, SR2, SR2_ES10, SR2_ES20, you would remove patches in this order:

   Note:?SR2_ES20 SR2_ES10 SR2 SR1_ES20 SR1_ES10 SR1

   Note:?The uninstall program will prevent you from removing patches in an incorrect order.

2. Run Setup.exe from the ICM CD, adding components and/or making other configuration changes, as desired.

3. After adding components and prior to exiting Setup, click the Upgrade All button to upgrade all ICM instances on the node.

4. Reinstall ICM Service Releases and/or Engineering Specials, following the installation instructions provided in their Release Notes.

   Note:?The latest Service Release contains all fixes included in previous Service Releases. Therefore, multiple Service Releases do not need to be installed.

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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