Cisco Interaction Manager Kick out Agents

Good day,
recently we have noticed, what our contact center agents have following issue, while working through the web based Agents Console in CIM sometimes they are kicked off from the system and it is getting annoying. This problem doesn't occure periodicaly - some days Agents Console is working fine, but some days system kick off agents numerous times.
Maybe someone had same issue and knows, what could be the problem and give the solution for it?
Your help is very appreciated.
Thank you in advance.
BRG,
Andrey

Hi laranoueir
I did not try integration however i saw the procedure of integration (CIM with UCCE) in the installation guide of CIM. You can check that guide, if do not find it in your guide let me know i will share guide with you.

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Cisco Interaction Manager with Finesse 9.1.1

Is it possible to place Cisco Interaction Manager in finesse desktop container as a gadget?
As I have tried to do that but CIM login interface is not displayed on finesse desktop, instead I am getting white display'

I just tested this. If i login as an agent i see the gadget but if i login as supervisor, i do not see the gadget.
Couple of additional questions.
1. How to get this gadget in the home page and not in a seperate Frame
Answer: Need to add the gadget commands under the supervisor frame as well.
2. how to pass the username and password that i enter initially in the finesse login page to CIM?
BTW, this is for PCCE 9.0.3 and CIM 9.0.1 (not integrated yet)
-senthil

New Entry Point in Cisco Interaction Manager

I have created a new Entry Point in Cisco Interaction Manager for web chat. I used a new Queue and a new Script for the que script selector. I added a new ICM queue script for the chat, a new Dialed Number / Script Selector. When I test the new chat, the entry point works and shows the new entry point name in the CIM agent, but it still queues to the existing queue in ICM, not the new one. Anyone have any idea what I might have missed?
Thanks - Keith

Hey Lara, the emails are not getting queued because they are abnormally handled after success path of Queue to skill group.
please add a wait node, after success path of queue to skill group. set time in wait node to max time you want emails to stay in queue. may be after this you can use another queue or send some label back to CIM, which matches to non IPTA group on CIM.
the same is applicable for Chat as well.
coming to the point at the subsequent chat not routing to the same agent, this one depends on max concurrent task you configure in CIM for Chat queue.
there is config tab in each ICM integrated queue called "Concurrent task limit", this is the one deciding factor on how many concurrent task for each queue an agent can handle.
please try and let me know if that works.
regards
Chintan

Cisco Interaction manager (Web Chat) issue

Dear All
We are facing an error in CIM 4.4.1 that only one of the agents cannot handle more than two chats. We have set the value of maximum chat per agent to Four.
we have configured only one department and one queue. Rest of agents are getting chats normally. Anyone experienced and got its fix.

Hi laranoueir
I did not try integration however i saw the procedure of integration (CIM with UCCE) in the installation guide of CIM. You can check that guide, if do not find it in your guide let me know i will share guide with you.

Cisco Interaction Manager and PCCE

Having an issue trying to integrate CIM 9.0(2) with PCCE 9.0(4).
Emails are not being delivered to integrated queue's. Looking into the DB the activities are not being queued to CCE at all.
TAC is following the path that this is related to ECC variables being mis-configured.
Only issue is that since this is PCCE, ECC's are configured with deployment scripts and cannot be viewed or modifed since the tools are removed.
Did a full- reinstall (This was a new install the begin with), after running the integration wizard, and going to the queue properties, then to the ECC variables tab, and recieve a message that "CIM has detected ECC variables have been deleted from UCCE, and thus have been deleted from CIM".
Has anyone seen this before?

defiantely looks database issue, i wonder how the integration wizard ran without any issues.
since it has already ran once, i think you will not be able to run it once again and you have to tweak the config from system console.
to prove further, can you please zip the full log folder and share it here.
also please attach the DB config screenshot if possible.
for that you have to login to system partition and explore under,
system --> partition --> <whatever partition>-->database tab under properties.
screenshot is attached for the reference.
regards
Chintan

Interaction Manager 4.4 reopen case close

Hello I need help!
I have CIM Interaction Manager 4.4. My customer want to do forward it to email that already stay close.
I have this answer:
"Once the activity is closed you cannot reopen it to forward it again. But if the agents are however non-ipta agents you can configure them to be able create a new email and use an existing case ID to make a new activity part of an ongoing thread. This is not a new function, this would be available in 4.4 also. "
But I do not see how can to insert case close to new case. can anyone tell me how to do that?
Thanks.

Thank you for the reply.
I will start by saying that I don't know much about the product so my understanding of standalone and integrated is a little limited. Part of my enqury here is to find documentation that outlines the differences, explains the installtion procedures for both options, etc.
By support I mean will TAC support it when we call in for a trouble.
All documentation (that I could find) in CCO is in reference to Enterprise. Below is from the EIM 4.3 install guide. No reference to standalone vs integrated.
Integrating Cisco Interaction Manager with Unified CCE
Cisco Interaction Manager is integrated with Unified CCE by running the Cisco Interaction Manager Integration
Wizard on the application server of Cisco Interaction Manager. If you have more than one application server,
you can run the wizard from any one of them. The wizard imports the media routing domains, agents, and skill
groups information from the Unified CCE database to the Cisco Interaction Manager database.
I have reached out to our local office so hopefully they can help.....
Thanks again...

Agents getting kicked out of Talking status to ready status on Queue calls

Hello All,
We have an odd problem. Some of our agents are complaning that they are randomly getting kicked out of talking status and going into a ready state while on a queue call.
For example an agent will be on a queue call and talking and UCCX will put them into a ready state while having recieved a call from the queue and still on that queue call.
On the agent phone there are two extensions (7945 IP Phone). Extension 2110 which is the queue number and 2500 which is a extesnion that is shared on several diffrent phones by the agents. 2110 is set to 2 calls and set to 1 as a busy trigger. 2500 is set to 4 calls and busy trigger of 2. Both extesnions are not part off any hunt groups and 2500 is the only one that is on several diffrent phones.
The agents do use extension mobility to sign into the phones since they rotate desks. We are running the enhanced version of contact center express System version: 8.5.1.11003-32.
The agents are using the cisco desktop agent.
Thanks for any help or advice,
Dan

Hi Dan,
Unsupported Configurations for Agent Phones
The following configurations are not supported for agent phones:
•Two lines on an agent’s phone that have the same extension but exist in different partitions.
•A Unified CCX extension assigned to multiple devices.
•Configuring the same Unified CCX extension in more than one device profile, or configuring the same Unified CCX extension in any combination of device profiles and devices. (Configuring an Unified CCX extension in a single device profile is supported.)
•In the Unified CM Administration Directory Number Configuration web page for each Unified CCX line, setting Maximum Number of Calls to a value other than 2.
•In the Unified CM Administration Directory Number Configuration web page for each Unified CCX line, setting Busy Trigger to a value other than 1.
•Configuring a Cisco Unified IP Phone with Secure Real-Time Protocol (SRTP) for use in silent monitoring and recording.
•No Cisco Unified Communications Manager device can be forwarded to the Unified CCX extension of an agent.
•The Unified CCX extension of an agent cannot be configured to forward to a Cisco Unified CCX route point.
•Use of characters other than the numerals 0–9 in the Unified CCX extension of an agent.
•Configuring the Unified CM intercom feature.
•Configuring the hold reversion feature.
Agents are not moved to "Not Ready" state by "Dropped Event" in workflow in case the agent got reserved for next call.
Reference:
http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_8_5/release/guide/uccx851rn.pdf
Hope this helps.
Anand
Please rate helpful posts !!

Cisco Email Interaction Manager (EIM) with UCCX 8.5 ?

Anyone using UCCX 7x/8x with Cisco Email Interaction Manager (EIM) ? Looking for some hands on feedback from someone using it.
I have a customer currently using the free UCCX 7x/8x Express E-mail Manager (EEM)(it came out with 7.0(1)SR4 and adds a FIFO Email CSQ that doesn’t integrate using .aef scripts just Agent Desktop/Desktop Administrator)
They want to prioritize other than FIFO, which it appears Cisco Unified E-Mail Interaction Manager can do. They are looking for recommendations on handling email beyond what UCCX can do. They have stated moving to ICM (UCCE) is not a budget option. They have 16 email CSQs and 18 voice CSQs. The Email CSQ pretty much requires a 1 Email CSQ per Agent ratio due to the way Transfers are done with Emails to individuals, which bumps up against sizing issues/A2Q.

https://supportforums.cisco.com/message/3360647
eGain now offers a multichannel solution that integrates with Cisco Unified Contact Center Express.
For more details, please contact:
Tibor Vari
eGain Communications
Email: [email protected]
Ph #: (201) 236 8353

Setting office Hours in Cisco Web Interaction Manager

Hi
I was testing cisco Web Interaction manager for Live chat with the customers. I was getting messages for off office hours.
I want to change the officehours . Is there any place I can change the office hours ?.
I am using Cisco Web and Email Integration ver 4.3.2.3
I am new to this product. Any help on this would be great help for me.
Thanks in Advance,

Page 22 of the guide http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/cisco_interaction_manager/cim_43/user/guide/cisco_im431_cce_userguide_administration_chat.pdf
Options tab, go to the Off hours section. Set up the text to be displayed when no agents are
available.

Cisco Quality Management: 8.5.2.18. Recording only one agent.

Good day! There are a cluster of two CUCM (8.5.1.13900-5), UCCX (8.5.1.11004-25, Licence – Enchanced), Cisco Quality Management (8.5.2.18), Cisco IP Comunicator as agent's phone (using SCCP for a registration) at the deployment. When I login in the Cisco Unified Workforce Optimization, I see only one of agent's recording, although I see four agent who are configurated at Quality Administrator Managment . I noticed the only one of difference among the agents. It's the field "Name Dialing" at User Configuration of CUCM (I reckon it doesn't matter). But possibly I need to set a configuration at local computers agents. When I tried to fix the my issue and I couldn't find the Device name for JTAPI user at CUCM. I add the Device and I have a question. Do I have to add only Device or CTI as well? I attached the screenshot "JTAPI". It is the configuration of application user at CUCM. Could you help me with recomendations for fixing this issues?

Hi
My first suggestion would be to look at your AQM config. AQM uses CTI as well, and may be set up with a different user for JTAPI.
I typically set AQM and UCCX to use the same user (the one specified for RM-CM in UCCX) so that if an agent works for UCCX, he will work for AQM - for JTAPI at least.
Regards
Aaron

User kicked out of PS when running Query to excel

Hi,
Just to note, I am actually a developer and doesnt know a thing about configurations or any PS tech admin knowledge regarding installation and setting up Psoft. So please be patient with me since im starting this just now and only starting to gain knowledge in this are.
Just to give an overview, currently we are supporting US psoft and I am located in malaysia tranferring the servers here at our end. we are on UAT right now and having trouble with the psoft application itself and from I see it, it can be caused by how it is installed. Because the US env (server in US) is working perfectly but the M'sia env are having errors (server in M'sia). Just to remind that its the same env only installed in different location, you can call it parallel testing if you like.
Now with the problem, when the user tries to run a query in the Query manager and doing "run to excel", the user gets kicked out of PeopleSoft online and giving just the literal "Error" message. And when I look at the PSQRYSRV dump file (just learned it yesterday), can't really understand what it says. I try googling it but to no success.
Does anybody can help me with this? TIA!
DUMP FILE:
PSQRYSRV.10159 [06/09/09 06:06:30 [email protected] (IE 6.0; WINNT) ICQuery](0) ==================================================================================
PSQRYSRV.10159 [06/09/09 06:06:30 [email protected] (IE 6.0; WINNT) ICQuery](0) PSQRYSRV crash dump at 2009-06-08 17.06.06.000000
PSQRYSRV.10159 [06/09/09 06:06:30 [email protected] (IE 6.0; WINNT) ICQuery](0)
PSQRYSRV.10159 [06/09/09 06:06:30 [email protected] (IE 6.0; WINNT) ICQuery](0) Database=HRUS/ORACLE; ToolsRel=8.44.10; AppsRel=HRMS 8.80.01.000/SP 1; AppServer=//psfapp01:7000; Server=PSQRYSRV; Domain=HR8PRD1; Platform=HP/UX
PSQRYSRV.10159 [06/09/09 06:06:30 [email protected] (IE 6.0; WINNT) ICQuery](0)
PSQRYSRV.10159 [06/09/09 06:06:30 [email protected] (IE 6.0; WINNT) ICQuery](0) Exception Code=0000000b; SIGSEGV: Segmentation violation
PSQRYSRV.10159 [06/09/09 06:06:30 [email protected] (IE 6.0; WINNT) ICQuery](0)
PSQRYSRV.10159 [06/09/09 06:06:30 [email protected] (IE 6.0; WINNT) ICQuery](0) Call stack:
= begin trace Tue Jun 9 06:06:30 GMT 2009 on 10159
== process 10159
-- process 10159
== dumps
going to run gdb -nx batch command 10310/commands /proc/10159/exe 10159
/opt/psoft/hr8prd/bin/psprocinfo[7]: gdb: not found.
=== gdb 10159
--- gdb 10159
-- dumps
- end trace Tue Jun 9 06:06:30 GMT 2009 on 10159
PSQRYSRV.10159 [06/09/09 06:06:30 [email protected] (IE 6.0; WINNT) ICQuery](0)
PSQRYSRV.10159 [06/09/09 06:06:30 [email protected] (IE 6.0; WINNT) ICQuery](0) Customized definitions --
PSQRYSRV.10159 [06/09/09 06:06:30 [email protected] (IE 6.0; WINNT) ICQuery](0) RDM(JOB/ENG)
PSQRYSRV.10159 [06/09/09 06:06:30 [email protected] (IE 6.0; WINNT) ICQuery](0) RDM(JOB_LBR_GBL_SBR/ENG)
PSQRYSRV.10159 [06/09/09 06:06:30 [email protected] (IE 6.0; WINNT) ICQuery](0) RDM(Z_CC_TBL_LANG/ENG)
PSQRYSRV.10159 [06/09/09 06:06:30 [email protected] (IE 6.0; WINNT) ICQuery](0) RDM(Z_COST_CNTR_TBL/ENG)
PSQRYSRV.10159 [06/09/09 06:06:30 [email protected] (IE 6.0; WINNT) ICQuery](0) RDM(Z_EMPLOYEES/ENG)
PSQRYSRV.10159 [06/09/09 06:06:30 [email protected] (IE 6.0; WINNT) ICQuery](0) RDM(Z_EMPLOYEES_SBR/ENG)
PSQRYSRV.10159 [06/09/09 06:06:30 [email protected] (IE 6.0; WINNT) ICQuery](0) RDM(Z_JOB/ENG)
PSQRYSRV.10159 [06/09/09 06:06:30 [email protected] (IE 6.0; WINNT) ICQuery](0) RDM(Z_LOC_ORG_TBL/ENG)
PSQRYSRV.10159 [06/09/09 06:06:30 [email protected] (IE 6.0; WINNT) ICQuery](0) RDM Definitions: Total=47 Customized=8 In-Use=0
PSQRYSRV.10159 [06/09/09 06:06:30 [email protected] (IE 6.0; WINNT) ICQuery](0) QDM( /TO_US_EXPRESS/ENG)
PSQRYSRV.10159 [06/09/09 06:06:30 [email protected] (IE 6.0; WINNT) ICQuery](0) QDM Definitions: Total=1 Customized=1 In-Use=0
PSQRYSRV.10159 [06/09/09 06:06:30 [email protected] (IE 6.0; WINNT) ICQuery](0) MNDM Definitions: Total=1 Customized=0 In-Use=0
PSQRYSRV.10159 [06/09/09 06:06:30 [email protected] (IE 6.0; WINNT) ICQuery](0) SRM Definitions: Total=1 Customized=0 In-Use=0
PSQRYSRV.10159 [06/09/09 06:06:30 [email protected] (IE 6.0; WINNT) ICQuery](0) CRM Definitions: Total=10 Customized=0 In-Use=0
PSQRYSRV.10159 [06/09/09 06:06:30 [email protected] (IE 6.0; WINNT) ICQuery](0) SSM Definitions: Total=7 Customized=0 In-Use=1
PSQRYSRV.10159 [06/09/09 06:06:30 [email protected] (IE 6.0; WINNT) ICQuery](0) CLM Definitions: Total=1 Customized=0 In-Use=0
PSQRYSRV.10159 [06/09/09 06:06:30 [email protected] (IE 6.0; WINNT) ICQuery](0) UPM(PSHC)
PSQRYSRV.10159 [06/09/09 06:06:30 [email protected] (IE 6.0; WINNT) ICQuery](0) UPM Definitions: Total=1 Customized=1 In-Use=0
PSQRYSRV.10159 [06/09/09 06:06:30 [email protected] (IE 6.0; WINNT) ICQuery](0) URL(PPM_MONITOR/ENG)
PSQRYSRV.10159 [06/09/09 06:06:30 [email protected] (IE 6.0; WINNT) ICQuery](0) URL Definitions: Total=1 Customized=1 In-Use=0
PSQRYSRV.10159 [06/09/09 06:06:30 [email protected] (IE 6.0; WINNT) ICQuery](0) PRDM(EMPLOYEE/ENG)
PSQRYSRV.10159 [06/09/09 06:06:30 [email protected] (IE 6.0; WINNT) ICQuery](0) PRDM Definitions: Total=1 Customized=1 In-Use=0
PSQRYSRV.10159 [06/09/09 06:06:30 [email protected] (IE 6.0; WINNT) ICQuery](0) Request Object
PSQRYSRV.10159 [06/09/09 06:06:30 [email protected] (IE 6.0; WINNT) ICQuery](0) HTTPMethod : POST
PSQRYSRV.10159 [06/09/09 06:06:30 [email protected] (IE 6.0; WINNT) ICQuery](0) Protocol : HTTP/1.1
PSQRYSRV.10159 [06/09/09 06:06:30 [email protected] (IE 6.0; WINNT) ICQuery](0) Scheme : http
PSQRYSRV.10159 [06/09/09 06:06:30 [email protected] (IE 6.0; WINNT) ICQuery](0) ServerName : psfapp01.apis.dhl.com
PSQRYSRV.10159 [06/09/09 06:06:30 [email protected] (IE 6.0; WINNT) ICQuery](0) ServerPort : 8000
PSQRYSRV.10159 [06/09/09 06:06:30 [email protected] (IE 6.0; WINNT) ICQuery](0) ContentURI : http://psfapp01.apis.dhl.com:8000/psc/hr8prd_2/
PSQRYSRV.10159 [06/09/09 06:06:30 [email protected] (IE 6.0; WINNT) ICQuery](0) RequestURI : /psc/hr8prd_2/EMPLOYEE/HRMS/q/
PSQRYSRV.10159 [06/09/09 06:06:30 [email protected] (IE 6.0; WINNT) ICQuery](0) PathInfo : /hr8prd_2/EMPLOYEE/HRMS/q/
PSQRYSRV.10159 [06/09/09 06:06:30 [email protected] (IE 6.0; WINNT) ICQuery](0) QueryString : ICQryName=TO_US_EXPRESS
PSQRYSRV.10159 [06/09/09 06:06:30 [email protected] (IE 6.0; WINNT) ICQuery](0) FullURI : http://psfapp01.apis.dhl.com:8000/psc/hr8prd_2/EMPLOYEE/HRMS/q/
PSQRYSRV.10159 [06/09/09 06:06:30 [email protected] (IE 6.0; WINNT) ICQuery](0) RelativeURL : True
PSQRYSRV.10159 [06/09/09 06:06:30 [email protected] (IE 6.0; WINNT) ICQuery](0) LogoutURL : http://psfapp01.apis.dhl.com:8000/psp/hr8prd_2/EMPLOYEE/HRMS/?cmd=logout
PSQRYSRV.10159 [06/09/09 06:06:30 [email protected] (IE 6.0; WINNT) ICQuery](0) ResetTimeoutURL : http://psfapp01.apis.dhl.com:8000/psp/hr8prd_2/EMPLOYEE/HRMS/?cmd=resettimeout
PSQRYSRV.10159 [06/09/09 06:06:30 [email protected] (IE 6.0; WINNT) ICQuery](0) BrowserType : IE
PSQRYSRV.10159 [06/09/09 06:06:30 [email protected] (IE 6.0; WINNT) ICQuery](0) BrowserVersion : 6.0
PSQRYSRV.10159 [06/09/09 06:06:30 [email protected] (IE 6.0; WINNT) ICQuery](0) BrowserPlatform : WINNT
PSQRYSRV.10159 [06/09/09 06:06:30 [email protected] (IE 6.0; WINNT) ICQuery](0) ExpireMeta : <script language='JavaScript'>
var totalTimeoutMilliseconds = 3600000;
var warningTimeoutMilliseconds = 3300000;
var timeOutURL = 'http://psfapp01.apis.dhl.com:8000/psp/hr8prd_2/EMPLOYEE/HRMS/?cmd=expire';
var timeoutWarningPageURL = 'http://psfapp01.apis.dhl.com:8000/psc/hr8prd_2/EMPLOYEE/HRMS/s/WEBLIB_TIMEOUT.PT_TIMEOUTWARNING.FieldFormula.IScript_TIMEOUTWARNING';
</script>
PSQRYSRV.10159 [06/09/09 06:06:30 [email protected] (IE 6.0; WINNT) ICQuery](0) ByPassSignOn : False
PSQRYSRV.10159 [06/09/09 06:06:30 [email protected] (IE 6.0; WINNT) ICQuery](0) Timeout : 3600
PSQRYSRV.10159 [06/09/09 06:06:30 [email protected] (IE 6.0; WINNT) ICQuery](0) WarningTimeout : 3300
PSQRYSRV.10159 [06/09/09 06:06:30 [email protected] (IE 6.0; WINNT) ICQuery](0) AuthTokenDomain : .dhl.com
PSQRYSRV.10159 [06/09/09 06:06:30 [email protected] (IE 6.0; WINNT) ICQuery](0) RemoteHost : 7.248.9.197
PSQRYSRV.10159 [06/09/09 06:06:30 [email protected] (IE 6.0; WINNT) ICQuery](0) RemoteAddr : 7.248.9.197
PSQRYSRV.10159 [06/09/09 06:06:30 [email protected] (IE 6.0; WINNT) ICQuery](0) CharSet : UTF-8
PSQRYSRV.10159 [06/09/09 06:06:30 [email protected] (IE 6.0; WINNT) ICQuery](0) GetHelpURL(...) : http://psfapp01.apis.dhl.com:8050/PSOL/htmldoc/f1search.htm?ContextID=%CONTEXT_ID%&LangCD=%LANG_CD%
PSQRYSRV.10159 [06/09/09 06:06:30 [email protected] (IE 6.0; WINNT) ICQuery](0) GetContentBody() :
PSQRYSRV.10159 [06/09/09 06:06:30 [email protected] (IE 6.0; WINNT) ICQuery](0) GetHeader(...) :
PSQRYSRV.10159 [06/09/09 06:06:30 [email protected] (IE 6.0; WINNT) ICQuery](0) User-Agent : Mozilla/4.0 (compatible; MSIE 6.0; Windows NT 5.1; SV1; .NET CLR 1.1.4322; .NET CLR 2.0.50727)
PSQRYSRV.10159 [06/09/09 06:06:30 [email protected] (IE 6.0; WINNT) ICQuery](0) Referer : http://psfapp01.apis.dhl.com:8000/psc/hr8prd_2/EMPLOYEE/HRMS/q/?ICAction=ICQryNameExcelURL=PUBLIC.TO_US_EXPRESS
PSQRYSRV.10159 [06/09/09 06:06:30 [email protected] (IE 6.0; WINNT) ICQuery](0) Host : psfapp01.apis.dhl.com:8000
PSQRYSRV.10159 [06/09/09 06:06:30 [email protected] (IE 6.0; WINNT) ICQuery](0) Cookie : psfapp01-apis-dhl-com-8000-PORTAL-PSJSESSIONID=KtZGKjVkQvcJ7dtMnfZ2GXF21GTMy2W2!1326557168; http%3a%2f%2fpsfapp01.apis.dhl.com%3a8000%2fpsp%2fhr8prd%2femployee%2fhrms%2frefresh=list:|||; PS_LOGINLIST=http://psfapp01.apis.dhl.com:8000/hr8prd; SignOnDefault=PSHC; PS_TOKENEXPIRE=8_Jun_2009_23:06:10_GMT; ExpirePage=http://psfapp01.apis.dhl.com:8000/psp/hr8prd/; PS_TOKEN=AAAApAECAwQAAQAAAAACvAAAAAAAAAAsAARTaGRyAgBObwgAOAAuADEAMBSPf+/Tr6qoaRnDIxX4SMQ3HizizwAAAGQABVNkYXRhWHicJYpdCkBAGEXPIFmAbZCR32fEk6Ykj7MEG7Q41/hunU73fsBtojjBoIuejxmOg40pZWFnzZnVXFLPqcVrcw01lTJSiF3gIFqllLeipQ/+5/t/AY0yC8k=; HPTabName=DEFAULT
PSQRYSRV.10159 [06/09/09 06:06:30 [email protected] (IE 6.0; WINNT) ICQuery](0) Content-Type : application/x-www-form-urlencoded
PSQRYSRV.10159 [06/09/09 06:06:30 [email protected] (IE 6.0; WINNT) ICQuery](0) Content-Length : 219
PSQRYSRV.10159 [06/09/09 06:06:30 [email protected] (IE 6.0; WINNT) ICQuery](0) Connection : Keep-Alive
PSQRYSRV.10159 [06/09/09 06:06:30 [email protected] (IE 6.0; WINNT) ICQuery](0) Cache-Control : no-cache
PSQRYSRV.10159 [06/09/09 06:06:30 [email protected] (IE 6.0; WINNT) ICQuery](0) Accept-Language : en-us
PSQRYSRV.10159 [06/09/09 06:06:30 [email protected] (IE 6.0; WINNT) ICQuery](0) Accept-Encoding : gzip, deflate
PSQRYSRV.10159 [06/09/09 06:06:30 [email protected] (IE 6.0; WINNT) ICQuery](0) Accept : image/gif, image/x-xbitmap, image/jpeg, image/pjpeg, application/vnd.ms-excel, application/vnd.ms-powerpoint, application/msword, application/x-shockwave-flash, */*
PSQRYSRV.10159 [06/09/09 06:06:30 [email protected] (IE 6.0; WINNT) ICQuery](0) GetCookie(...) :
PSQRYSRV.10159 [06/09/09 06:06:30 [email protected] (IE 6.0; WINNT) ICQuery](0) SignOnDefault : PSHC
PSQRYSRV.10159 [06/09/09 06:06:30 [email protected] (IE 6.0; WINNT) ICQuery](0) PS_TOKENEXPIRE : 8_Jun_2009_23:06:10_GMT
PSQRYSRV.10159 [06/09/09 06:06:30 [email protected] (IE 6.0; WINNT) ICQuery](0) PS_TOKEN : AAAApAECAwQAAQAAAAACvAAAAAAAAAAsAARTaGRyAgBObwgAOAAuADEAMBSPf+/Tr6qoaRnDIxX4SMQ3HizizwAAAGQABVNkYXRhWHicJYpdCkBAGEXPIFmAbZCR32fEk6Ykj7MEG7Q41/hunU73fsBtojjBoIuejxmOg40pZWFnzZnVXFLPqcVrcw01lTJSiF3gIFqllLeipQ/+5/t/AY0yC8k=
PSQRYSRV.10159 [06/09/09 06:06:30 [email protected] (IE 6.0; WINNT) ICQuery](0) PS_LOGINLIST : http://psfapp01.apis.dhl.com:8000/hr8prd
PSQRYSRV.10159 [06/09/09 06:06:30 [email protected] (IE 6.0; WINNT) ICQuery](0) psfapp01-apis-dhl-com-8000-PORTAL-PSJSESSIONID: KtZGKjVkQvcJ7dtMnfZ2GXF21GTMy2W2!1326557168
PSQRYSRV.10159 [06/09/09 06:06:30 [email protected] (IE 6.0; WINNT) ICQuery](0) http%3a%2f%2fpsfapp01.apis.dhl.com%3a8000%2fpsp%2fhr8prd%2femployee%2fhrms%2frefresh: list:|||
PSQRYSRV.10159 [06/09/09 06:06:30 [email protected] (IE 6.0; WINNT) ICQuery](0) HPTabName : DEFAULT
PSQRYSRV.10159 [06/09/09 06:06:30 [email protected] (IE 6.0; WINNT) ICQuery](0) ExpirePage : http://psfapp01.apis.dhl.com:8000/psp/hr8prd/
PSQRYSRV.10159 [06/09/09 06:06:30 [email protected] (IE 6.0; WINNT) ICQuery](0) GetParameter(...) :
PSQRYSRV.10159 [06/09/09 06:06:30 [email protected] (IE 6.0; WINNT) ICQuery](0) PSHome : hr8prd_2
PSQRYSRV.10159 [06/09/09 06:06:30 [email protected] (IE 6.0; WINNT) ICQuery](0) Portal : EMPLOYEE
PSQRYSRV.10159 [06/09/09 06:06:30 [email protected] (IE 6.0; WINNT) ICQuery](0) Node : HRMS
PSQRYSRV.10159 [06/09/09 06:06:30 [email protected] (IE 6.0; WINNT) ICQuery](0) InputKeys_bind2 : 06/08/2009
PSQRYSRV.10159 [06/09/09 06:06:30 [email protected] (IE 6.0; WINNT) ICQuery](0) InputKeys_bind1 : 06/07/2009
PSQRYSRV.10159 [06/09/09 06:06:30 [email protected] (IE 6.0; WINNT) ICQuery](0) ICYPos : 0
PSQRYSRV.10159 [06/09/09 06:06:30 [email protected] (IE 6.0; WINNT) ICQuery](0) ICXPos : 0
PSQRYSRV.10159 [06/09/09 06:06:30 [email protected] (IE 6.0; WINNT) ICQuery](0) ICType : Query
PSQRYSRV.10159 [06/09/09 06:06:30 [email protected] (IE 6.0; WINNT) ICQuery](0) ICStateNum : 1
PSQRYSRV.10159 [06/09/09 06:06:30 [email protected] (IE 6.0; WINNT) ICQuery](0) ICResubmit : 0
PSQRYSRV.10159 [06/09/09 06:06:30 [email protected] (IE 6.0; WINNT) ICQuery](0) ICQryName : TO_US_EXPRESS
PSQRYSRV.10159 [06/09/09 06:06:30 [email protected] (IE 6.0; WINNT) ICQuery](0) ICFocus : InputKeys_bind2$prompt
PSQRYSRV.10159 [06/09/09 06:06:30 [email protected] (IE 6.0; WINNT) ICQuery](0) ICElementNum : 2
PSQRYSRV.10159 [06/09/09 06:06:30 [email protected] (IE 6.0; WINNT) ICQuery](0) ICChanged : -1
PSQRYSRV.10159 [06/09/09 06:06:30 [email protected] (IE 6.0; WINNT) ICQuery](0) ICAction : #ICQryDownloadExcelFrmPrompt
PSQRYSRV.10159 [06/09/09 06:06:30 [email protected] (IE 6.0; WINNT) ICQuery](0) ContentType : q
PSQRYSRV.10159 [06/09/09 06:06:30 [email protected] (IE 6.0; WINNT) ICQuery](0) ContentID :
PSQRYSRV.10159 [06/09/09 06:06:30 [email protected] (IE 6.0; WINNT) ICQuery](0)
PSQRYSRV.10159 [06/09/09 06:06:30 [email protected] (IE 6.0; WINNT) ICQuery](0) PeopleCode Globals
PSQRYSRV.10159 [06/09/09 06:06:30 [email protected] (IE 6.0; WINNT) ICQuery](0) &global_DN : Str=
PSQRYSRV.10159 [06/09/09 06:06:30 [email protected] (IE 6.0; WINNT) ICQuery](0) &bConfigRead : Bool=False
PSQRYSRV.10159 [06/09/09 06:06:30 [email protected] (IE 6.0; WINNT) ICQuery](0) &bDynamicRole : Bool=False
PSQRYSRV.10159 [06/09/09 06:06:30 [email protected] (IE 6.0; WINNT) ICQuery](0) &host : Str=
PSQRYSRV.10159 [06/09/09 06:06:30 [email protected] (IE 6.0; WINNT) ICQuery](0) &cnctDN : Str=
PSQRYSRV.10159 [06/09/09 06:06:30 [email protected] (IE 6.0; WINNT) ICQuery](0) &cnctPWD : Str=
PSQRYSRV.10159 [06/09/09 06:06:30 [email protected] (IE 6.0; WINNT) ICQuery](0) &dirProd : Str=
PSQRYSRV.10159 [06/09/09 06:06:30 [email protected] (IE 6.0; WINNT) ICQuery](0) &scope : Str=
PSQRYSRV.10159 [06/09/09 06:06:30 [email protected] (IE 6.0; WINNT) ICQuery](0) &base : Str=
PSQRYSRV.10159 [06/09/09 06:06:30 [email protected] (IE 6.0; WINNT) ICQuery](0) &authAttr : Str=
PSQRYSRV.10159 [06/09/09 06:06:30 [email protected] (IE 6.0; WINNT) ICQuery](0) &defaultUserId : Str=
PSQRYSRV.10159 [06/09/09 06:06:30 [email protected] (IE 6.0; WINNT) ICQuery](0) &authMethod : Str=
PSQRYSRV.10159 [06/09/09 06:06:30 [email protected] (IE 6.0; WINNT) ICQuery](0) &sslYN : Str=
PSQRYSRV.10159 [06/09/09 06:06:30 [email protected] (IE 6.0; WINNT) ICQuery](0) &anonYN : Str=
PSQRYSRV.10159 [06/09/09 06:06:30 [email protected] (IE 6.0; WINNT) ICQuery](0) &authNMap : Str=
PSQRYSRV.10159 [06/09/09 06:06:30 [email protected] (IE 6.0; WINNT) ICQuery](0) &g_strDefaultTab : Str=DEFAULT
PSQRYSRV.10159 [06/09/09 06:06:30 [email protected] (IE 6.0; WINNT) ICQuery](0) &g_sTraceName : Str=
PSQRYSRV.10159 [06/09/09 06:06:30 [email protected] (IE 6.0; WINNT) ICQuery](0) &g_sFilter : Str=
PSQRYSRV.10159 [06/09/09 06:06:30 [email protected] (IE 6.0; WINNT) ICQuery](0) &g_sCommand : Str=
PSQRYSRV.10159 [06/09/09 06:06:30 [email protected] (IE 6.0; WINNT) ICQuery](0) &menuNum : Str=46
PSQRYSRV.10159 [06/09/09 06:06:30 [email protected] (IE 6.0; WINNT) ICQuery](0) &gQueryRec : Record=NULL
PSQRYSRV.10159 [06/09/09 06:06:30 [email protected] (IE 6.0; WINNT) ICQuery](0)
PSQRYSRV.10159 [06/09/09 06:06:30 [email protected] (IE 6.0; WINNT) ICQuery](0) Current Service=ICQuery; Return code=0; Ok=True
PSQRYSRV.10159 [06/09/09 06:06:30 [email protected] (IE 6.0; WINNT) ICQuery](0) Component=; Market=; Page=xyzzy; Process flags=700431c0; Mode=0081
PSQRYSRV.10159 [06/09/09 06:06:30 [email protected] (IE 6.0; WINNT) ICQuery](0)
PSQRYSRV.10159 [06/09/09 06:06:30 [email protected] (IE 6.0; WINNT) ICQuery](0) Build Keylist
PSQRYSRV.10159 [06/09/09 06:06:30 [email protected] (IE 6.0; WINNT) ICQuery](0) Current Keylist
PSQRYSRV.10159 [06/09/09 06:06:30 [email protected] (IE 6.0; WINNT) ICQuery](0)
PSQRYSRV.10159 [06/09/09 06:06:30 [email protected] (IE 6.0; WINNT) ICQuery](0) Begin Component
PSQRYSRV.10159 [06/09/09 06:06:30 [email protected] (IE 6.0; WINNT) ICQuery](0) Page xyzzy IdxCount=2
PSQRYSRV.10159 [06/09/09 06:06:30 [email protected] (IE 6.0; WINNT) ICQuery](0) Field InputKeys.bind1 type=editbox occ=(1,1,1) use=0000 rect=(0,0,0,0)
PSQRYSRV.10159 [06/09/09 06:06:30 [email protected] (IE 6.0; WINNT) ICQuery](0) IdxList: scrl=(-1,-1,-1) rec=0 field=0
PSQRYSRV.10159 [06/09/09 06:06:30 [email protected] (IE 6.0; WINNT) ICQuery](0) Field InputKeys.bind2 type=editbox occ=(1,1,1) use=0000 rect=(0,0,0,0)
PSQRYSRV.10159 [06/09/09 06:06:30 [email protected] (IE 6.0; WINNT) ICQuery](0) IdxList: scrl=(-1,-1,-1) rec=0 field=1
PSQRYSRV.10159 [06/09/09 06:06:30 [email protected] (IE 6.0; WINNT) ICQuery](0) End Component
PSQRYSRV.10159 [06/09/09 06:06:30 [email protected] (IE 6.0; WINNT) ICQuery](0) Begin Scrolls
PSQRYSRV.10159 [06/09/09 06:06:30 [email protected] (IE 6.0; WINNT) ICQuery](0) Begin level 0[row 0] occcnt=1 activecnt=1 hiddencnt=0 scrlcnt=0 flags=0000 nrec=1
PSQRYSRV.10159 [06/09/09 06:06:30 [email protected] (IE 6.0; WINNT) ICQuery](0) RecordsEventSet 00000000 SubscrollsEventSet 00000000
PSQRYSRV.10159 [06/09/09 06:06:30 [email protected] (IE 6.0; WINNT) ICQuery](0) Rec InputKeys (recdefn 00f5a8e0) keyrec=-1 keyfield=-1
PSQRYSRV.10159 [06/09/09 06:06:30 [email protected] (IE 6.0; WINNT) ICQuery](0) EventSet 00000000
PSQRYSRV.10159 [06/09/09 06:06:30 [email protected] (IE 6.0; WINNT) ICQuery](0) Row 0 at 00ecef58.
PSQRYSRV.10159 [06/09/09 06:06:30 [email protected] (IE 6.0; WINNT) ICQuery](0) CRecBuf InputKeys(00f423f8) fields=2 changed new lvl0 needsinit
PSQRYSRV.10159 [06/09/09 06:06:30 [email protected] (IE 6.0; WINNT) ICQuery](0) bind1(001fc498)='2009-06-07'; changed (was '') updated key used
PSQRYSRV.10159 [06/09/09 06:06:30 [email protected] (IE 6.0; WINNT) ICQuery](0) bind2(001fc4e4)='2009-06-08'; changed (was '') updated key used
PSQRYSRV.10159 [06/09/09 06:06:30 [email protected] (IE 6.0; WINNT) ICQuery](0) End level 0[row 0]
PSQRYSRV.10159 [06/09/09 06:06:30 [email protected] (IE 6.0; WINNT) ICQuery](0) End Scrolls
PSQRYSRV.10159 [06/09/09 06:06:30 [email protected] (IE 6.0; WINNT) ICQuery](0) User ID=PSHC; Browser=IE/6.0; OpSys=WINNT;
PSQRYSRV.10159 [06/09/09 06:06:30 [email protected] (IE 6.0; WINNT) ICQuery](0) ==================================================================================
}

Hi,
We have the same issue as yours.
Did you solve it already?
If yes, would you mind to share your soloution to us?
Thanks,
Richard

Reassign activities in Email Interaction manager

Hello Mates,
i need to delete an agent in Cisco Email Interaction Manager. This fails with this message. Any ideas how to delete the user?
the user that your trying to delete has some open activities or cases or suggestions in feedback mode. Please reassign them before dewleting this user.
cheers
alex

thank you mate, i could complete all the activities for the user but there is still one case which i cannot close. there are 2 activities in the case but in my current open activities these two activities are not there.
any ideas?
alex

Grayed out agent report and notification through mail.

Hi Experts,
We have a shared platform for more 10 customers and using SCOM 2007r2 , It has become difficult to track all the grayeout agents and not monitored agents. i need a help in making this thing automated by powershell or any mean , because now im running manully
powershell script and taking the list of grayedout agents.
Is there any way we will get notified if the servers goes to gray state.
Is there any way we will get email notification if agents goes to grayed out state.
Thanks in advance,
25Aish

If you want troubleshoot the issue "Not Monitored", please refer to
Getting headaches trying to figure out why you are seeing the 'Not Monitored' state for Management Servers or Agents?
http://blogs.technet.com/b/momteam/archive/2008/03/10/getting-headaches-trying-to-figure-out-why-you-are-seeing-the-not-monitored-state-for-management-servers-or-agents.aspx
If you want to list all unavailable agents, I found a script below.
http://scomgustavo.wordpress.com/2013/09/10/list-all-unavailable-agents-in-scom-2007-grey-state-or-not-monitored/
Juke Chou
TechNet Community Support

Monitoring Cisco UCS Manager via HP System Information Manager 7.1 (SIM)

I am working with a customer to configure HP System Information Manager 7.1 (SIM) to monitor their Cisco UCS Manager.
The customer is looking to monitor the following:
- CPU Utilization on manager, blades, servers, etc...
- Memory utilization
- Network utilization
- System inventory
Alerting is needed for the following:
- Hardware failures: memory, power supply, drive, etc...
- Predictive failures
- Alert messages
I have the list of all the MIBs provided by Cisco but an having the following issues while loading them into HP SIM.
While loading MIB "CISCO-UNIFIED-COMPUTING-TC-MIB" I get the following error message:
Line 128: Error defining object: expected a label, found reserved symbol {
Line in MIB: SYNTAX Gauge32 {
Guage32 is imported from SNMPv2-SMI MIB
To get past this error I found a version of the MIB that removes all the textual conventions that where causing errors. I have attached the fixed MIB file to this discussion. With the fixed version of the MIB installed in SIM everything compiles and installs except the following two MIBS. CISCO-UNIFIED-COMPUTING-NOTIFS-MIBCISCO-UNIFIED-COMPUTING-CONFORM-MIB Questions:
1. Is there any way to get the CISCO-UNIFIED-COMPUTING-TC-MIB MIB to install correctly into HP SIM?
2. Is my MIB load order setup correctly?
3. Has anyone had success getting HP SIM to monitor and alert for Cisco UCS manager?
MIB Load Order:
SNMPv2-SMI
SNMPv2-TC
SNMP-FRAMEWORK-MIB
RFC1213-MIB
IF-MIB
CISCO-SMI
CISCO-ST-TC
ENTITY-MIB
INET-ADDRESS-MIB
CISCO-UNIFIED-COMPUTING-MIB
CISCO-UNIFIED-COMPUTING-TC-MIB
CISCO-UNIFIED-COMPUTING-FAULT-MIB
CISCO-UNIFIED-COMPUTING-NOTIFS-MIB
CISCO-UNIFIED-COMPUTING-AAA-MIB
CISCO-UNIFIED-COMPUTING-ADAPTOR-MIB
CISCO-UNIFIED-COMPUTING-BIOS-MIB
CISCO-UNIFIED-COMPUTING-BMC-MIB
CISCO-UNIFIED-COMPUTING-CALLHOME-MIB
CISCO-UNIFIED-COMPUTING-CAPABILITY-MIB
CISCO-UNIFIED-COMPUTING-COMM-MIB
CISCO-UNIFIED-COMPUTING-COMPUTE-MIB
CISCO-UNIFIED-COMPUTING-CONFORM-MIB
CISCO-UNIFIED-COMPUTING-DCX-MIB
CISCO-UNIFIED-COMPUTING-DHCP-MIB
CISCO-UNIFIED-COMPUTING-DIAG-MIB
CISCO-UNIFIED-COMPUTING-DPSEC-MIB
CISCO-UNIFIED-COMPUTING-EPQOS-MIB
CISCO-UNIFIED-COMPUTING-EQUIPMENT-MIB
CISCO-UNIFIED-COMPUTING-ETHER-MIB
CISCO-UNIFIED-COMPUTING-EVENT-MIB
CISCO-UNIFIED-COMPUTING-EXTMGMT-MIB
CISCO-UNIFIED-COMPUTING-EXTVMM-MIB
CISCO-UNIFIED-COMPUTING-FABRIC-MIB
CISCO-UNIFIED-COMPUTING-FC-MIB
CISCO-UNIFIED-COMPUTING-FCPOOL-MIB
CISCO-UNIFIED-COMPUTING-FIRMWARE-MIB
CISCO-UNIFIED-COMPUTING-FLOWCTRL-MIB
CISCO-UNIFIED-COMPUTING-HOSTIMG-MIB
CISCO-UNIFIED-COMPUTING-IMGPROV-MIB
CISCO-UNIFIED-COMPUTING-IMGSEC-MIB
CISCO-UNIFIED-COMPUTING-IPPOOL-MIB
CISCO-UNIFIED-COMPUTING-IQNPOOL-MIB
CISCO-UNIFIED-COMPUTING-ISCSI-MIB
CISCO-UNIFIED-COMPUTING-LICENSE-MIB
CISCO-UNIFIED-COMPUTING-LLDP-MIB
CISCO-UNIFIED-COMPUTING-LSBOOT-MIB
CISCO-UNIFIED-COMPUTING-LSMAINT-MIB
CISCO-UNIFIED-COMPUTING-LS-MIB
CISCO-UNIFIED-COMPUTING-MACPOOL-MIB
CISCO-UNIFIED-COMPUTING-MAPPINGS-MIB
CISCO-UNIFIED-COMPUTING-MEMORY-MIB
CISCO-UNIFIED-COMPUTING-MGMT-MIB
CISCO-UNIFIED-COMPUTING-NETWORK-MIB
CISCO-UNIFIED-COMPUTING-NWCTRL-MIB
CISCO-UNIFIED-COMPUTING-ORG-MIB
CISCO-UNIFIED-COMPUTING-OS-MIB
CISCO-UNIFIED-COMPUTING-PCI-MIB
CISCO-UNIFIED-COMPUTING-PKI-MIB
CISCO-UNIFIED-COMPUTING-PORT-MIB
CISCO-UNIFIED-COMPUTING-POWER-MIB
CISCO-UNIFIED-COMPUTING-PROCESSOR-MIB
CISCO-UNIFIED-COMPUTING-PROC-MIB
CISCO-UNIFIED-COMPUTING-QOSCLASS-MIB
CISCO-UNIFIED-COMPUTING-SOL-MIB
CISCO-UNIFIED-COMPUTING-STATS-MIB
CISCO-UNIFIED-COMPUTING-STORAGE-MIB
CISCO-UNIFIED-COMPUTING-SW-MIB
CISCO-UNIFIED-COMPUTING-SYSDEBUG-MIB
CISCO-UNIFIED-COMPUTING-SYSFILE-MIB
CISCO-UNIFIED-COMPUTING-TOP-MIB
CISCO-UNIFIED-COMPUTING-TRIG-MIB
CISCO-UNIFIED-COMPUTING-UUIDPOOL-MIB
CISCO-UNIFIED-COMPUTING-VM-MIB
CISCO-UNIFIED-COMPUTING-VNIC-MIB
References:
ftp://ftp.cisco.com/pub/mibs/supportlists/ucs/ucs-manager-supportlist.html#_Toc303691433
http://www.hp.com/wwsolutions/misc/hpsim-helpfiles/simsnmp.pdf

Please post "debug ccsip messages".
Based on your debug you are getting "Cause No. 38 - network out of order."
You may want to bind SIP to an interface that the IP address is defined which Lync points to.
Chris

Cisco Call Manager Administration Page Drop down menu not working

I'm running the mobile app browser on my Xoom tablet and when I log into Cisco Call Manager Administration page I get the menu's but it will not pull down the options. The same issue happens in google chrome. I use your browser on my desktop and have no issues logging into Cisco Call Manager Administration page and getting the drop down menu's to appear but the mobile version of your browser is not working. Is there a work around? I tried changing the UAString to Desktop, iPad etc and the issue is still there.

Thanks but I've tried all that. It happens in Chrome also. I've tried Opera and it works on that. I've read other forums and it looks like a Java script issue that Chrome and now Firefox Mobile cannot seem to resolve. My preference is Firefox and I'm sure as more tablets get out then this will be solved at some point. I just don't know how it is prioritized. I do know that in order for Androids to be viable in the business sector they need to address issues like these with a higher priority.

Cisco Interaction Manager Kick out Agents

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