CTI Agent Workmode configuration

Hi All,
Please assist where I can configure the dropdown list for agent's workmode (Ready, Not Ready, Out to Lunch, Wrap-Up, Break, etc) in IC Web Client. I'm in version SAP CRM 2007 6.0.
Thanks.

Unfortunaly, you cannot maintain this dropdown, the list of workmodes sends from telefony side.
Best regards,
Artur Litvinov.

Similar Messages

Agent workmodes greyed out

Hi Guys
We are working on CRM 4.0. Our SAP CRM is integrated with third party CTI vendor i.e Interactive Intelligence. All the integration is done and we can see the channels and queue information appearing on the agent dashboard from the telephony system. But the agent workmodes Ready/Not Ready appear on the webclient, but they are greyed out. So we can't activate any particular mode, so we can't simulate any calls. What is the reason behind those workmodes being greyed out.
Your help would be highly appreciated.
Thanks
Hari

Hello.
We had the issue with the Agent Workmode options disabled or 'Greyed out'
We have a generic simple install of CRM 6.0 on Netweaver 7.0.1 Oracle 11.
We had a successful installation in QA, but when we pushed a database restore (Oracle) to create our Production Server, this issue arose.The Agent Status button became grey and we could not make calls inbound/outbound. The BCM however could make calls.
Fix:
1. We deleted the CRM configuration and followed the SAP Guide on installation (Rule, RFC, Channels etc) 1 hour.
2. We noticed in the ICM Trace (/nsmicm) => Trace=> Display Trace that the below memory error appeared
[Thr 01] DpRqQInit: use protect_queue / slots_per_queue 0 / 2001 from sys_adm
[Thr 01] **** INFO SHM 31 in POOL 10     9386 KB estimated      6238 KB real (   -3148 KB    -34 %)*[Thr 01] MPI: dynamic quotas disabled.
[Thr 01] MPI init: pipes=4000 buffers=1279 reserved=383 quota=10%
[Thr 01] CCMS: initialize CCMS Monitoring for ABAP instance with J2EE addin.
[Thr 01] CCMS uses Shared Memory Key 73 for monitoring.
[Thr 01] CCMS: SemInMgt: Semaphore Management initialized by AlAttachShm_Doublestack.
So we changed this in the RZ10 Instance Profile (search for 'ipc' ) and we adjusted Pool 10 from 1.5gb to 2.0gb.
===
Also watch your SICF services (Tranaction /nsicf )
The Core one that stops logins first is         /default_host/sap/bc/bsp/sap/crm_ui_start
Activate at the 'Indvidual' level, not the Folder Level. Erratic issues arise, don't just activate everything. Be specific.
It took several notes to compile the necessary services for SAP CRM 6.0 Netweaver 7.01 and BCM 6.0.10.26
(We hotpacked to Hotpack 26)
The Notes we used were
SAP Note 517484 Inactive services in the Internet Communication Framework
SAP Note 1295006 - Mandatory SICF services for IC WebClient
SAP Note 1115493
SAP Note 517484
The BCM and VU's once installed are normally stable. Get your Windows Administrator to give you access to the logs. They provide a wealth of troubleshooting information.
Look specifcally in the "ALL VU" logs, Core Logs (This refers to the Core Switch the network or VLAN is configured)
Good transactions to Trace the CRM interactions are as follows:
1. /ncrm_bcm_adm   * Maintain Connections
2. /ncrm_icm_mcm_ccadm * Maintain System Settings
3./ncrm_icm_emailx * Define E-mails
4. /ncrm_ic_ltx_urls   * Define URL and Parameters

Agent-email Configuration issue

Hello I have uccx version 7.0(1)SR5
When i try to do the IMAP/SMTP setup on Agent Desktop configuration GUI
When I click on save i get this error
CDAUI2031 Invalid SMTP Server settings. Try again.
I check with the exchage guys and on IMAP we are not doing SSL authentication.
what else could be my problem ?

Hi,
Please have them disable TLS on the IMAP server and SMTP server if it is relevant. The email server cannot even advertise TLS and must only advertise basic authentication.

UCCX Best Practice - UCM Agent Line Configuration documentation

With UCCX, I have always abided by some rules when it came to configuration of the agent's line in CUCM. At least to be a TAC supported solution anyway. For Example:
1. Agent Extension can not be shared
2. Agent Exension not part of any CUCM hunt group or call pickup group
3. Call Waiting Disabled Max/Busy 2/1
4. Agent Extension should not take inbound calls
5. Agent extensions not set to CFNA
6. etc....
I had someone ask me to back this up with some sort of documentation. I reviewed the UCCX 7.x SRND and could not find anywhere explicitly talking about CUCM configuration.
Does anyone know if this type of information is documented?
Thanks in advance,
Shane

Shane,
Look at the release notes for your version of UCCX. They typically have a
section called "Unsupported Features in Unified CM". There is also a
section on "Unsupported and Supported Actions" and general "Unsupported
Configurations in Cisco Unified CCX".
Release notes URL:
http://www.cisco.com/en/US/products/sw/custcosw/ps1846/prod_release_notes_li
st.html
You won't find the data in the SRND for whatever reason.
HTH.
Regards,
Bill
Please remember to rate helpful posts.
On 9/8/10 5:40 PM, "shane.orr"

Agent commissions configuration

Hi Friends,
How to configure commission agent commission in sales order. client want to give 1% to sales man, 2% to sales manager . How is the procedure and steps.
Regards,
Atul

Hi Atul
Please find below the configuration procedure for sales through commision agents. Hope this helps!
Steps to Create Commission for Agent
For creating commission agent, you have to follow below steps.
1) Establish Partner Functions for the Commissionee(s)
Menu Path: TOOLS ->; BUSINESS ENGINEER ->; CUSTOMIZING ->; SALES AND DISTRIBUTION ->; BASIC FUNCTIONS ->; PARTNER DETERMINATION ->; DEFINE PARTNER FUNCTIONS
Transaction Code: VOPA
2) Assign the Partner Functions to Partner Procedures
Menu Path: TOOLS ->; BUSINESS ENGINEER ->; CUSTOMIZING ->; SALES AND DISTRIBUTION ->; BASIC FUNCTIONS ->; PARTNER DETERMINATION ->; DEFINE PARTNER FUNCTIONS
Transaction Code: VOPA
3) Create a Partner Procedure for the Commissionees
Menu Path: TOOLS ->; BUSINESS ENGINEER ->; CUSTOMIZING ->; SALES AND DISTRIBUTION ->; BASIC FUNCTIONS ->; PARTNER DETERMINATION ->; DEFINE PARTNER FUNCTIONS
Transaction Code: VOPA
4) Create New Customer Account Group(s) for Commission Agents
Menu Path: TOOLS ->; BUSINESS ENGINEER ->; CUSTOMIZING ->; LOGISTICS GENERAL ->; LOGISTICS BASIC DATA: BUSINESS PARTNERS ->; CUSTOMERS ->; CONTROL ->; DEFINE ACCOUNT GROUPS AND FIELD SELECTION FOR CUSTOMER
Transaction Code: OVT0
5) Assign the Partner Functions to the Customer Account Group(s)
Menu Path: TOOLS ->; BUSINESS ENGINEER ->; CUSTOMIZING ->; SALES AND DISTRIBUTION ->; BASIC FUNCTIONS ->; PARTNER DETERMINATION ->; DEFINE PARTNER FUNCTIONS ->; GOTO ->; PARTNER FUNCTIONS ->; ENVIRONMENT ->; ACCOUNT GROUP ASSIGNMENT
Transaction Code: VOPA
6) Assign the Partner Functions to the Partner Procedure for the Sales Document Header
Menu Path: Tools ->; Business Engineer ->; Customizing ->; Sales and Distribution ->; Basic Functions ->; Partner Determination ->; Define Partner Functions
Transaction Code: VOPA
7) Assign the Partner Functions to the Partner Procedure for the Sales Document Item (OPTIONAL)
Menu Path: TOOLS ->; BUSINESS ENGINEER ->; CUSTOMIZING ->; SALES AND DISTRIBUTION ->; BASIC FUNCTIONS ->; PARTNER DETERMINATION ->; DEFINE PARTNER FUNCTIONS
Transaction Code: VOPA
8) Edit the Pricing Communication Structure (KOMKAZ) to Hold the New Functions (Client Independent)
Menu Path: Menu Path: TOOLS ->; ABAP WORKBENCH ->; DEVELOPMENT ->; DICTIONARY
Transaction Code: SE11
9) Edit MV45AFZZ userexit_pricing_prepare_tkomk (Client Independent)
Menu Path: TOOLS ->; ABAP WORKBENCH ->; DEVELOPMENT ->; ABAP EDITOR
Transaction Code: SE38
10) Edit RV60AFZZ - userexit_pricing_prepare_tkomk (Client Independent)
Menu Path: TOOLS ->; ABAP WORKBENCH ->; DEVELOPMENT ->; ABAP EDITOR
Transaction Code: SE38
11) Edit MV45AFZB - userexit_new_pricing_vbkd changing new_pricing (Client Independent)
Menu Path: TOOLS ->; ABAP WORKBENCH ->; DEVELOPMENT ->; ABAP EDITOR
Transaction Code: SE38
The following code should be inserted into program MV45AFZZ to allow the system to re-execute pricing if the user makes a change to the relevant partner function (alteration, addition, deletion).
13) Add the KOMKAZ Fields to the Pricing Field Catalog (Client Independent)
Menu Path: TOOLS ->; BUSINESS ENGINEER ->; CUSTOMIZING ->; SALES AND DISTRIBUTION ->; BASIC FUNCTIONS ->; PRICING ->; PRICING CONTROL ->; DEFINE ACCESS SEQUENCES ->; MAINTAIN ACCESS SEQUENCES
Transaction Code: OV24
14) Create Condition Tables (Client Independent)
Menu Path: TOOLS ->; BUSINESS ENGINEER ->; CUSTOMIZING ->; SALES AND DISTRIBUTION ->; BASIC FUNCTIONS ->; PRICING ->; PRICING CONTROL ->; DEFINE ACCESS SEQUENCES ->; MAINTAIN ACCESS SEQUENCES
Transaction Code: V/03
15) Create an access sequence containing the new tables (Client Independent)
Menu Path: TOOLS ->; BUSINESS ENGINEER ->; CUSTOMIZING ->; SALES AND DISTRIBUTION ->; BASIC FUNCTIONS ->; PRICING ->; PRICING CONTROL ->; DEFINE ACCESS SEQUENCES ->; MAINTAIN ACCESS SEQUENCES
Transaction Code: V/07
16) Create a new condition type
Menu Path: TOOLS ->; BUSINESS ENGINEER ->; CUSTOMIZING ->; SALES AND DISTRIBUTION ->; BASIC FUNCTIONS ->; PRICING ->; PRICING CONTROL ->; DEFINE CONDITION TYPES ->; MAINTAIN CONDITION TYPES
Transaction Code: V/06
17) Add the Condition Type to the Pricing Procedure
Menu Path: TOOLS ->; BUSINESS ENGINEER ->; CUSTOMIZING ->; SALES AND DISTRIBUTION ->; BASIC FUNCTIONS ->; PRICING ->; PRICING CONTROL ->; DEFINE AND ASSIGN PRICING PROCEDURES ->; MAINTAIN PRICING PROCEDURES
Transaction Code: V/08
11) Create Commsission Report ZZCOMMISSION (Client Independent)
Menu Path: TOOLS ->; ABAP WORKBENCH ->; DEVELOPMENT ->; ABAP EDITOR
Transaction Code: SE38
Cheers!

Agent Failover Configuration

Hello,
I am trying to configure agent failover. I am using the script provided my Microsoft, see here:
http://technet.microsoft.com/en-us/library/hh212733.aspx
This is the script I am using:
$primaryMS = Get-SCOMManagementServer –Name “Server1.domain.net”
$failoverMS = Get-SCOMManagementServer –Name “Server2.domain.net”
$agent = Get-SCOMAgent –Name “Agent.domain.net”
Set-SCOMParentManagementServer –Agent $agent –PrimaryServer $primaryMS
Set-SCOMParentManagementServer –Agent $agent –FailoverServer $failoverMS
I execute the PS1 script, and no errors return, great. However, I go back to my agent, and the Operations Agent is still only listing Server1 as its Reporting Server.
Is there any way to verify what I just execute, actually worked, other than turning off Server1 to test true failover?
I am assuming my script works, if it looks wrong, please let me know.
I am running SCOM 2012 SP1.
Thanks everyone.

Glad to see you resovled the issue and thanks for sharing the resolution.
Niki Han
TechNet Community Support

Extproc agent listener configuration

please i want to know whether the paths specified below as the value of extproc_dll are operating system paths.and what does '/home' stand for.Is it the oracle_home path?
EXTPROC_DLLS=ONLY:/home/xyz/mylib.so:/home/abc/urlib/.so,.......
thanks

okay,
in configuring a separate listener for the extproc agent,the EXT_PROC_DLL is used to restrict or specify the shared libraries that the extproc agent can load.
Do you get that?
So i want to understand what the values of the EXT_PROC_DLL mean.I want to know whether they are real file paths that locate the shared libraries on a machine.
Is it clear now?

CTI agent with Dialer option

Hi experts,
Can someone help!!! How can I verify which of my agents is supported with Dialer option “outbound agent”. Currently I have more than 80 agents “ CTI-OS” for UCCE “ICM 7.5”
Thanks in advance.
Saeed

Hello Saeed,
This goes back to agent-skill group association. If you look at the outbound option guide for "working with agents" section, you will see how the outbound options ties into the agent.
http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/outbound_option/outboundoption7_5/installation/guide/icm75otb.pdf
page 120.
Hope this helps.
Thanks
Prasanna.

UCCX 5.0 agent desktop configuration and customizations

Hello,
My client would like that the chat function be available so that their agents can speak to all agents even if they are on different teams. My understanding is that the chat function is only between supervisors/agents within a team.
Would there be any way to change this?
Thank you.

Hi
No - teams and CSQs are different concepts.
Teams determine who can Supervise what - so for example, you can split up large teams so that one Sup can see half the agents that they manage directly and see the CSQs you deem are related to their role.
CSQs control who the calls are actually routed to.
So you can have one team (which has all Sups, all agents, and all CSQs associated to it). This means all agents can chat, and all Sups can see all agents and CSQ stats.
You can still have two CSQs, and the calls will be sent the agents with the correct skills or resource group membership.
Regards
Aaron
Please rate helpful posts...

SiteMinder WebLogic agent configuration problem

Dear developer,
I have installed the SM WLS Agent and configured it in WebLogic
according to the sm_wls61_agent_v1.pdf doc(chapter) but weblogic
produces the following error after I restart it:
<Jan 4, 2002 9:19:11 AM PST> <Notice> <Management> <Loading
configuration file .\config\hipaa\config.xml ...>
<Jan 4, 2002 9:19:13 AM PST> <Info> <Logging> <FileLogger Opened.>
Loading Configuration: C:\bea\smagent\conf\SMWLSRealmAgent.conf
NOTE: Java Console permanently disabled. Log to file instead.
java.lang.Exception: Failed to create API for SM_WLS_AGENT
at com.netegrity.siteminder.java.agent.w.a([DashoPro-V1.2-120198])
at com.netegrity.siteminder.java.agent.w.<init>([DashoPro-V1.2-120198])
at com.netegrity.siteminder.java.agent.n.a([DashoPro-V1.2-120198])
at com.netegrity.siteminder.java.agent.n.<init>([DashoPro-V1.2-120198])
at com.netegrity.siteminder.weblogic.sixzero.realm.WLS60SiteMinderRealm.<init>([DashoPro-V1.2-120198])
at java.lang.Class.newInstance0(Native Method)
at java.lang.Class.newInstance(Class.java:237)
at weblogic.security.acl.Realm.getRealm(Realm.java:84)
at weblogic.security.acl.Realm.getRealm(Realm.java:62)
at weblogic.security.SecurityService.initializeRealm(SecurityService.java:258)
at weblogic.security.SecurityService.initialize(SecurityService.java:115)
at weblogic.t3.srvr.T3Srvr.initialize(T3Srvr.java:390)
at weblogic.t3.srvr.T3Srvr.run(T3Srvr.java:202)
at weblogic.Server.main(Server.java:35)
java.lang.Exception: Failed to create API for SM_WLS_AGENT
at com.netegrity.siteminder.java.agent.n.a([DashoPro-V1.2-120198])
at com.netegrity.siteminder.java.agent.n.<init>([DashoPro-V1.2-120198])
at com.netegrity.siteminder.weblogic.sixzero.realm.WLS60SiteMinderRealm.<init>([DashoPro-V1.
2-120198])
at java.lang.Class.newInstance0(Native Method)
at java.lang.Class.newInstance(Class.java:237)
at weblogic.security.acl.Realm.getRealm(Realm.java:84)
at weblogic.security.acl.Realm.getRealm(Realm.java:62)
at weblogic.security.SecurityService.initializeRealm(SecurityService.java:258)
at weblogic.security.SecurityService.initialize(SecurityService.java:115)
at weblogic.t3.srvr.T3Srvr.initialize(T3Srvr.java:390)
at weblogic.t3.srvr.T3Srvr.run(T3Srvr.java:202)
at weblogic.Server.main(Server.java:35)
<Jan 4, 2002 9:19:17 AM PST> <Emergency> <Server> <Unable to
initialize the server: 'Fatal initializ
ation exception
Throwable: java.lang.NullPointerException
java.lang.NullPointerException
at com.netegrity.siteminder.weblogic.sixzero.realm.WLS60SiteMinderRealm.getGroup([DashoPro-V
1.2-120198])
at weblogic.security.acl.CachingRealm.getGroup(CachingRealm.java:1120)
at weblogic.security.acl.internal.FileRealm.getPrincipalFromAnyRealm(FileRealm.java:1010)
at weblogic.security.acl.internal.FileRealm.ensureRequiredObjectsExist(FileRealm.java:957)
at weblogic.security.acl.internal.FileRealm.loadMembers(FileRealm.java:1202)
at weblogic.security.SecurityService.initializeRealm(SecurityService.java:274)
at weblogic.security.SecurityService.initialize(SecurityService.java:115)
at weblogic.t3.srvr.T3Srvr.initialize(T3Srvr.java:390)
at weblogic.t3.srvr.T3Srvr.run(T3Srvr.java:202)
at weblogic.Server.main(Server.java:35)
'>
The WebLogic Server did not start up properly.
Exception raised: java.lang.NullPointerException
java.lang.NullPointerException
at com.netegrity.siteminder.weblogic.sixzero.realm.WLS60SiteMinderRealm.getGroup([DashoPro-V
1.2-120198])
at weblogic.security.acl.CachingRealm.getGroup(CachingRealm.java:1120)
at weblogic.security.acl.internal.FileRealm.getPrincipalFromAnyRealm(FileRealm.java:1010)
at weblogic.security.acl.internal.FileRealm.ensureRequiredObjectsExist(FileRealm.java:957)
at weblogic.security.acl.internal.FileRealm.loadMembers(FileRealm.java:1202)
at weblogic.security.SecurityService.initializeRealm(SecurityService.java:274)
at weblogic.security.SecurityService.initialize(SecurityService.java:115)
at weblogic.t3.srvr.T3Srvr.initialize(T3Srvr.java:390)
at weblogic.t3.srvr.T3Srvr.run(T3Srvr.java:202)
at weblogic.Server.main(Server.java:35)
Reason: Fatal initialization exception
I have set up the classpath, put smjsafe.jar as the first element and
%SM_ASA_CLASSPATH% as the last, added "-Dasa.home=%ASA_HOME%
-Dsmlocalserverurl=t3://localhost:7001" to the java command, created a
SM realm and a caching realm.
It seems that the agent is not configured correctly for some reasons,
here is the conf file also:
#Siteminder Application Server Agent Configuration File for WebLogic
6.1
## Template .conf file
## This is a template .conf file that should be
## used by all application server agents.
agentname=",,SM_WLS_AGENT,xxxxxxx.phs.com"
defaultagentname="SM_WLS_AGENT"
policyserver="xxx.xxx.xxx.xxx,44441,44442,44443"
enableagents="YES"
enforcepolicies="YES"
requirecookies="YES"
usesecurecookies="NO"
persistentcookies="NO"
enableauditing="NO"
enablefailover="YES"
maxsocketsperport="3"
minsocketsperport="1"
newsocketstep="2"
pspollinterval="30"
ignoreext=".gif, .jpg, .jpeg, .png, .fcc, .scc, .ccc"
badurlchars="//, ./, /., /*, *., ~"
maxresourcecachesize="1000"
maxsessioncachesize="1000"
resourcecachetimeout="600"
cacheanonymous="NO"
requesttimeout="60000"
badcsschars="<,>,;,*"
badquerychars=""
transientidcookies="NO"
persistentipcheck="YES"
transientipcheck="YES"
cookiedomain=".phs.com"
#cookieprovider="<Cookie Provider URL>"
#logoffuri="<Your Logoff URI>"
servererrorfile=""
reqcookieerrorfile=""
disableauthsrcvars="NO"
disablesessionvars="NO"
loglevel="3"
logconsole="NO"
logfile="NO"
logappend="NO"
logfilename="C:/bea/smagent/log/SmRealmAgent.log"
useproxyurl="NO"
#overrideignoreextfilter="/servlets/"
CSSChecking="YES"
CSSErrorFile="C:/bea/smagent/error/Error.html"
sharedsecret="xxx"
Any clue??? Please help. Thanks.
--Kaiyin Tam
PacifiCare Health Systems

Kaiyin,
You will get the API error when you don't have a corresponding agent name on
the policy server. Add SM_WLS_AGENT (realm agent) or run the
SmPolicyConfigTool provided with the agent. There is a netegrity newsgroup
that you have the option of posting to as well.
"Kaiyin Tam" <[email protected]> wrote in message
news:[email protected]...
Dear developer,
I have installed the SM WLS Agent and configured it in WebLogic
according to the sm_wls61_agent_v1.pdf doc(chapter) but weblogic
produces the following error after I restart it:
<Jan 4, 2002 9:19:11 AM PST> <Notice> <Management> <Loading
configuration file .\config\hipaa\config.xml ...>
<Jan 4, 2002 9:19:13 AM PST> <Info> <Logging> <FileLogger Opened.>
Loading Configuration: C:\bea\smagent\conf\SMWLSRealmAgent.conf
NOTE: Java Console permanently disabled. Log to file instead.
java.lang.Exception: Failed to create API for SM_WLS_AGENT
at com.netegrity.siteminder.java.agent.w.a([DashoPro-V1.2-120198])
atcom.netegrity.siteminder.java.agent.w.<init>([DashoPro-V1.2-120198])
at com.netegrity.siteminder.java.agent.n.a([DashoPro-V1.2-120198])
atcom.netegrity.siteminder.java.agent.n.<init>([DashoPro-V1.2-120198])
atcom.netegrity.siteminder.weblogic.sixzero.realm.WLS60SiteMinderRealm.<init>(
[DashoPro-V1.2-120198])
at java.lang.Class.newInstance0(Native Method)
at java.lang.Class.newInstance(Class.java:237)
at weblogic.security.acl.Realm.getRealm(Realm.java:84)
at weblogic.security.acl.Realm.getRealm(Realm.java:62)
atweblogic.security.SecurityService.initializeRealm(SecurityService.java:258)
atweblogic.security.SecurityService.initialize(SecurityService.java:115)
at weblogic.t3.srvr.T3Srvr.initialize(T3Srvr.java:390)
at weblogic.t3.srvr.T3Srvr.run(T3Srvr.java:202)
at weblogic.Server.main(Server.java:35)
java.lang.Exception: Failed to create API for SM_WLS_AGENT
at com.netegrity.siteminder.java.agent.n.a([DashoPro-V1.2-120198])
atcom.netegrity.siteminder.java.agent.n.<init>([DashoPro-V1.2-120198])
atcom.netegrity.siteminder.weblogic.sixzero.realm.WLS60SiteMinderRealm.<init>(
[DashoPro-V1.
2-120198])
at java.lang.Class.newInstance0(Native Method)
at java.lang.Class.newInstance(Class.java:237)
at weblogic.security.acl.Realm.getRealm(Realm.java:84)
at weblogic.security.acl.Realm.getRealm(Realm.java:62)
atweblogic.security.SecurityService.initializeRealm(SecurityService.java:258)
atweblogic.security.SecurityService.initialize(SecurityService.java:115)
at weblogic.t3.srvr.T3Srvr.initialize(T3Srvr.java:390)
at weblogic.t3.srvr.T3Srvr.run(T3Srvr.java:202)
at weblogic.Server.main(Server.java:35)
<Jan 4, 2002 9:19:17 AM PST> <Emergency> <Server> <Unable to
initialize the server: 'Fatal initializ
ation exception
Throwable: java.lang.NullPointerException
java.lang.NullPointerException
atcom.netegrity.siteminder.weblogic.sixzero.realm.WLS60SiteMinderRealm.getGrou
p([DashoPro-V
1.2-120198])
atweblogic.security.acl.CachingRealm.getGroup(CachingRealm.java:1120)
atweblogic.security.acl.internal.FileRealm.getPrincipalFromAnyRealm(FileRealm.
java:1010)
atweblogic.security.acl.internal.FileRealm.ensureRequiredObjectsExist(FileReal
m.java:957)
atweblogic.security.acl.internal.FileRealm.loadMembers(FileRealm.java:1202)
atweblogic.security.SecurityService.initializeRealm(SecurityService.java:274)
atweblogic.security.SecurityService.initialize(SecurityService.java:115)
at weblogic.t3.srvr.T3Srvr.initialize(T3Srvr.java:390)
at weblogic.t3.srvr.T3Srvr.run(T3Srvr.java:202)
at weblogic.Server.main(Server.java:35)
'>
The WebLogic Server did not start up properly.
Exception raised: java.lang.NullPointerException
java.lang.NullPointerException
atcom.netegrity.siteminder.weblogic.sixzero.realm.WLS60SiteMinderRealm.getGrou
p([DashoPro-V
1.2-120198])
atweblogic.security.acl.CachingRealm.getGroup(CachingRealm.java:1120)
atweblogic.security.acl.internal.FileRealm.getPrincipalFromAnyRealm(FileRealm.
java:1010)
atweblogic.security.acl.internal.FileRealm.ensureRequiredObjectsExist(FileReal
m.java:957)
atweblogic.security.acl.internal.FileRealm.loadMembers(FileRealm.java:1202)
atweblogic.security.SecurityService.initializeRealm(SecurityService.java:274)
atweblogic.security.SecurityService.initialize(SecurityService.java:115)
at weblogic.t3.srvr.T3Srvr.initialize(T3Srvr.java:390)
at weblogic.t3.srvr.T3Srvr.run(T3Srvr.java:202)
at weblogic.Server.main(Server.java:35)
Reason: Fatal initialization exception
>
I have set up the classpath, put smjsafe.jar as the first element and
%SM_ASA_CLASSPATH% as the last, added "-Dasa.home=%ASA_HOME%
-Dsmlocalserverurl=t3://localhost:7001" to the java command, created a
SM realm and a caching realm.
It seems that the agent is not configured correctly for some reasons,
here is the conf file also:
#Siteminder Application Server Agent Configuration File for WebLogic
6.1
## Template .conf file
## This is a template .conf file that should be
## used by all application server agents.
agentname=",,SM_WLS_AGENT,xxxxxxx.phs.com"
defaultagentname="SM_WLS_AGENT"
policyserver="xxx.xxx.xxx.xxx,44441,44442,44443"
enableagents="YES"
enforcepolicies="YES"
requirecookies="YES"
usesecurecookies="NO"
persistentcookies="NO"
enableauditing="NO"
enablefailover="YES"
maxsocketsperport="3"
minsocketsperport="1"
newsocketstep="2"
pspollinterval="30"
ignoreext=".gif, .jpg, .jpeg, .png, .fcc, .scc, .ccc"
badurlchars="//, ./, /., /*, *., ~"
maxresourcecachesize="1000"
maxsessioncachesize="1000"
resourcecachetimeout="600"
cacheanonymous="NO"
requesttimeout="60000"
badcsschars="<,>,;,*"
badquerychars=""
transientidcookies="NO"
persistentipcheck="YES"
transientipcheck="YES"
cookiedomain=".phs.com"
#cookieprovider="<Cookie Provider URL>"
#logoffuri="<Your Logoff URI>"
servererrorfile=""
reqcookieerrorfile=""
disableauthsrcvars="NO"
disablesessionvars="NO"
loglevel="3"
logconsole="NO"
logfile="NO"
logappend="NO"
logfilename="C:/bea/smagent/log/SmRealmAgent.log"
useproxyurl="NO"
#overrideignoreextfilter="/servlets/"
CSSChecking="YES"
CSSErrorFile="C:/bea/smagent/error/Error.html"
sharedsecret="xxx"
Any clue??? Please help. Thanks.
--Kaiyin Tam
PacifiCare Health Systems

Agent configuration mass duplication

Does anyone know if there is a way to set up just one agent host, configure it exactly how you want it with modules, alarms, etc. and then duplicate that same config across many agents?

Does anyone know if there is a way to set up just one
agent host, configure it exactly how you want it with
modules, alarms, etc. and then duplicate that same
config across many agents?In SunMC 3.0 you can template systems as you describe using MCP (Module Configuration Propagation) Parcels. This functionality is part of the Premier package. If you don't have this package installed there are other ways to do the same thing manually. Open your Console and click:
Tools -> Group Operations...
File -> New -> MCP Parcel...
...then follow these instructions:
http://docs.sun.com/source/806-5942/grouping2.html#1001641
If you are part of the SunMC 3.5 beta, this functionality has been relabelled a "Configurations Task" instead of "MCP Parcel".
Regards,
Aronek
Standard disclaimer: I am an employee of Halcyon (www.HalcyonInc.com)

How to do interscope agent installation adn configuration

Hi
What are all the JAVA parameters that need to be configured after interscope agent installation
Rohit

Have you set the Flight recorder parameter?. - This is for Diagnostics installation.
Please refer to the IMG Documentation available in the display section Managed sytems setup->Manual Configuration->Activate Flight Recorder.
If its Regarding the Parameters for Interoscope configurations:
The JAVA VM parameter will be changed automatically on configuration of Wily Agent-(Automatic Configuration through Diagnostics) or we have to set up manually in case of manual Configuration-> please refer to Installation Guide - Introscope Version 8Installation Guide For SAP - from page 24.
Thanks,
Jagan
Edited by: jagadheeshan govindasamy on Sep 15, 2009 7:49 AM

UCCE 7.5.1 - CTI Route Point and CTI Ports not registering in UCM 7.1

We are in a middle of a new installation of UCCE 7.5.1. The customer will use it only for Outbound calls. The design is to have on PROGGER and one AW, with a cluster of two CallManagers. All the setup has finished regarding the UCCE. Also, the CallManagers have been configured, regarding the CTI Route Point and the CTI Ports. All of these are associated with the PG USER which is CTI Enabled. Configuration on UCCE has been done, including the DIALER, except for the agents and the campaigns.
The problem is that the CTI Route Point and the CTI Ports on CallManager are not registering. Is this normal, since the agents and the campaigns have not been configured yet or there is an error somewhere?

Looks fine.
Is the Dialer running? Maybe those 30VIP phones the Dialer uses as ports to dial from won't be registered until the Dialer starts.
But they should also be registered if you start dialogictest over the full set.
What's the "route point". Who asks for it? Is it a dialed number that runs a script?
Regards,
Geoff

Work Ready/Work Not Read Agent state

Hello all,
I've got two environments with UCCE 7.2.7 and CTI OS 7.2.7 too; CTI OS registry configurations seem to be the same.
I've a little problem with the Agent State after an inbound or outbound call.In both the environment I've an AgentDeskSetting with the following main properties:
Ring No Answer: not configured
Work mode on Incoming: Required
Work mode on Outgoing: Required
Wrap up time: 7200 seconds
I launch the Cisco Agent Desktop, then log in an Agent, with the previous AgentDeskSetting, and I make an inbound call for the agent; the agent answers the call, talks about 10/15 secons and hangs up the call. At this point the agent, after wrap up data form, goes in work mode and has the Ready and Not Ready buttons available.
In this condition of work mode, I go to see the Agent_Real_Time table: in the first of the two environments I read an AgentState value of 6 (WorkNotReady) while in the other one I can see an AgentState value of 5 (WorkReady). Why I have two different values? I'am wondering if I miss something: are there some configurations that I have not seen?
Thanks a lot for help,
Andrea

I compared the values in the two registers and I seem to be substantially the same.
I took the keys "Cisco System, Inc.\Ctios" and "Cisco System, Inc.\ICM\\CTIOS1".
I just cannot understand why the two different behaviors...
Any ideas?? Can I decide in which state will go the agent after the wrap-up time??
Thanks a lot,
Andrea

Var Columns 1 to 7 invisibles at Agent Toolkit

Hi, my name is Eric and I'm with a issue related CTI agent Toolkit. First of all I'll explain my environment below:
- ICM 8.5.3
- CTI OS 8.5.3
The big problem is that when I logged in a agent, the CTI Toolkit doesn't shows me the colums of var1 to 7, only var 8, 9 and 10. It's the first time that it happens to me. I tried to look for some reasonables questions but I didn't find anything. I saw at CTI OS regedit:
[HKEY_LOCAL_MACHINE\SOFTWARE\Cisco Systems, Inc.\CtiOs\
<CTIOS InstanceName>\<CTIOSServerName>\ EnterpriseDesktopSettings\
All Desktops\Grid\CallAppearance\Columns\Number\Position]
That there is no field declaring var1 to var7. Can you help me to resolve this question?
Thank you very much.

Hi folks,
Following the CTI OS guide I did the configuration to restore the CTI Toolkit template.
Thank you very much.

CTI Agent Workmode configuration

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