This document describes one reason why the Message Integration Service (MIS) process times out and provides a solution in a Cisco Intelligent Contact Management (ICM) environment.
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MIS is a standard node-managed application and executes within the Voice Response Unit (VRU) PG service along with the VRU-Peripheral Interface Manager (PIM). The following diagram shows the high-level process architecture with the MIS.
Figure 1: MIS Architecture
After updating Windows NT 4.0 to Windows 2000 Server, the MIS process on the VRU PG stops the VRU due to MIS timeout, as shown in Figure 2.
Figure 2: Topology
This problem is caused by a registry setting. When upgrading the operating system (OS) or ICM, the old registry changes are not maintained. The current registry setting is overwritten with the new default. Therefore, while upgrading Windows NT to Windows 2000 Server, for reasons unknown, the value of the registry key, is set to one that represents the call stays in queue and no call established event goes to the Open Peripheral Controller (OPC) for that call.
This causes, the MIS process to time out.
Set ConverseConnectRemainsInQueue to FALSE (0). This represents the call to be placed in a CONNECT state and the CSTA established event is sent to OPC and fixes the problem. This is a dynamic registry key and there is no need to recycle any process.