ICM Configuration

Dear Gurus ,
I wanted to configure ICM and have done the following setting
1.) Activated the services in sicf
2.) Configured the HTTP port in smicm-T-CODE
3.) Configured the following parameter
icm/server_port_0
icm/host_name_full
icm/HTTP/j2ee_0
icm/min_threads
icm/max_threads
icm/conn_timeout
icm/keep_alive_timeout
icm/server_port_0
ms/server_port_0
ms/http_port
ms/use_threads
ms/http_lookup
ms/http_domain
ms/http_timeout
ms/http_bufferln
ms/redirect_version
ms/http_max_clients
ms/http_max_ports
ms/http_enable_handler
ms/http_handler_retry
ms/http_handler_timeout
ms/http_was_required
And then restated the application.
4.)For testing
from my local pc i tested the following URL
"http://<IP ADDRESS>:<PORT NUMBER>/sap/bc/ping"
but it fails.
Please suggest , if any things is missing
Regards
Anthony

Hi Raja ,
I am getting the following dump
UNCAUGHT_EXCEPTION
With the following Exception
What happened?
The exception 'CX_BSP_HOST_NOT_QUALIFIED' was raised but was not caught at any
stage in the
call hierarchy.
Since exceptions represent error situations, and since the system could
not react adequately to this error, the current program,
'CL_BSP_RUNTIME================CP', had to
be terminated.
Regards
Anthony

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Webdispatcher with load-balancing and local icm configuration

Dear all,
we have a webdispatcher in place to load-balance the requests to our three application servers (ABAP). The webdispatcher has a hostname that is resolved by the DNS. The application servers use local hostnames that can't be resolved in our infrastructure at the moment.
That configuration works fine for all requests that reach the infrastructure from outside.
But, if a user logs on with SAP GUI and then calls a web transaction like a webdynpro, the browser opens with the local application server hostname. However that hostname can't be resolved.
Is it possible to change the three local icm configurations in a way that all local generated web requests refers to the webdispatcher too? What is the preferred configuration for this more or less usual scenario?
Thanks in advance,
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Hello,
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Best Regards,
Olivier

Unable to start ICM Configuration Manager in ICM 8.5

Hi,
We are in the midst of setting the unified contact center 8.5.2 on windows server 2008 R2.
We are using CUCM 8.5. As for the icm 8.5.2, the servers are as follows:
1. Router A & logger A & CMPG A & VRU PG A on 1 mcs 7845
2. Router B & logger B & CMPG B & VRU PG B on 1 mcs 7845
3. Administration/ Data server with HDS on 1 mcs 7845
All servers are running ms SQL server 2005 with sp2. When the instance and all components
were created, I could start all services on these 3 servers. But when I tried to open the
Configuration Manager, it showed an error "(-9959) The AWDB needs to be reloaded before
any operations may be attempted. Please run Initialize Local Database."
Then I tried to start the process in the Initialize Local Database windows, it threw out
another error saying "the pipe has ended" following by another message "the process is
completed".
Then I tried o start the configuration manager or the script editor again, the same
problem still persists. I tried to recreate the Administration server & data server component again, but it
doesn't help. I also tried to delete the AWDB but it said the database in current in use.
Did I miss out any important steps here? Appreciate your help to rectify this issue ASAP.
I also noticed version 8.x and 7.5 is so much different. How do I check the each icm
process like the process window in version 7.5?
Thanks & regards,
Eric

Geoff is correct...and I would agree with David as well.
I will try to be more specific and answer both questions:
On Windows Server 2003, SQL Server 2005 Service Pack 3 or higher is the requirement.
On Windows Server 2008 R2, SQL Server 2005 Service Pack 4 or higher is the requirement.
The validation should be enforced in ICM Installer 8.0(1a).
Specifically, if SQL Server 2005 is detected on a machine and if the service pack is not minimally correct, when ICMCCInstaller version 8.0(1a) is run, the following severe error will be displayed to the user as well as being logged in the ICMInstall.log:
"[Error] Microsoft SQL Server 2005 installation does not have a high enough service pack. Cisco Unified ICM/Contact Center Enterprise & Hosted requires Microsoft SQL Server 2005 with Service Pack or greater."
where is 3 when running on Windows Server 2003 and 4 when running on Windows Server 2008 R2.
didn't you see this message when installing it?
The 8.0(1a) full installer contains the same file set as the 8.0(1) FCS version. The difference is in the InstallShield installer, which allows customers to install the product on Windows 2003 or Windows Server 2008 R2 (whereas the FCS version did not allow W2k8). Release 8.0(1a) completely replaces 8.0(1). End user documentation still just refers to 8.0(1) (i.e. you will not see reference to 8.0(1a)).
Note: 8.0(1a) does not have the complete working solution for Windows Server 2008 R2. You must apply the 8.5(2) or higher maintenance release in addition to 8.0(1a) to have a working solution. The MR contains bug fixes specific to Windows Server 2008 R2.
Now, how to see processes...well...say goodbye to that one as it is used to be
No UCCE Process Windows
In Windows Server 2008 R2, session 0, where Windows services run, has no desktop. No user can login to session 0 as previously known as console. And since there is no desktop, no visible object of any type can be displayed. Among such objects are the UCCE process windows. Customers and TAC have long relied on the process windows to diagnose the system and provide a feel good indicator that the system is running. The title bars of some windows are critical for determining things like which side is active. The tracing provided in some windows sometimes made it easier to diagnose or monitor certain conditions, especially in reproduction during a maintenance window. The goal was to make this same information available in another way.
Diagnostic Framework Portico: Process Status Info (title bar)
The status of the UCCE processes is used to be shown in the title bar of the corresponding process window. Since all UCCE process windows no longer show up in the taskbar, users are not able to use the process windows to check the status of the UCCE processes anymore. As a result, process status information was added to the Diagnostic Framework Portico.
The Diagnostic Framework Portico is a web-based GUI that list the current running UCCE processes.
You can also access the Diagnostic Framework Portico by choosing All Programs > Cisco Unified CCE Tools > Diagnostic Framework Portico.
Note that the process status information is now displayed. Additionally status changes and low uptime is highlighted. Uptime will be red if uptime is less than 10 minutes and yellow less than 30 minutes. These will also be underlined. This will help to identify cycling services. Status changes will be highlighted and made bold when a process's status changes. This highlighting will last for 10 minutes or until the status returns to its original state. Also as compared to the original page, the vertical space has been used more efficiently to fit more processes on a single page without scrolling. There is also a refresh checkbox which when checked will refresh the page every 5 seconds. It is checked by default.
EMSMon: Process EMS Messages
In Release 8.5(2), for Windows 2008, process windows for ICM processes are no longer available. The title bar status information is available in the Diagnostic Portico; however, real time data does not appear there. To address this, Cisco recommends that partners and TAC use EMSMON as a replacement.
EMSMON has been with UCCE/ICM since the earliest versions of ICM. EMSMON displays logged messages from a process as they are logged. It displays the same content as the former process windows. The two exceptions are the title bar and stdout and stderr output. Events are logged for all processes and appear in EMSMON. However, rare error condition messages (shelled processes, and so on) that go to stdout do not appear in an EMSMON window.
You can start EMSMON while the process is up or down. If the process is down, EMSMON displays messages from the process when the process starts. EMSMON does not end when the process ends. To end EMSMON, press CTRL+C or close the window.
Note: To prevent ICM processes from queueing too many EMSMON messages and exceeding the system memory, ICM processes may drop queued EMSMON messages. If this happens, EMSMON clients display a message indicating one of the clients fell behind and there is a gap. This message is also logged in the processes event log. This can happen if a particular EMSMON client is too slow or paused by quick edit or ctrl/s for example.
How to run EMSMON
EMSMON has the same parameters as procmon:
*Instance/Customer Node process,[process] [System]
The System parameter is optional. You can use it to run EMSMON from a machine remote from where the process is running.
For example, if the Instance/Customer Node is ?ucce and you want to monitor the JTAPI gateway on PG1A, type the following:
EMSMON ucce PG1A jgw1
If you are remote and the machine name is UCCEPG1A, type:
EMSMON ucce PG1A jgw1 UCCEPG1A
Note: A trust relationship must exist between the two machines. (Use the “NET USE” command or something similar).
The following list includes some EMSMON facts:
EMSMON (like DUMPLOG) can monitor multiple processes. The use of EMSMON to monitor multiple processes is not discussed here.
A single EMSMON can monitor multiple processes and merge their output (for example, (jgw1 and pim1).
Multiple EMSMONs can watch a single process. For example, you can have a local (on box) EMSMON and a remote EMSMON. Cisco recommends that you use one EMSMON only for each process.
To reserve system resources for ICM processes, it is recommended that you run the EMSMON client on a remote machine that does not host ICM processes. For example, running EMSMON client on side A of a PG and connecting it to a process on side B of a PG is not recommended.
To run EMSMON on a remote machine, copy emsmon.exe, emsmon.pdb, and icrmessages.dll from c:\icm\bin and place them on a remote machine.
You can cut and paste just as in the command windows but it is safer in EMSMON.
You can start EMSMON at anytime, even when the process is not running. (You can have a batch file on a machine to start sessions.)
For history (events prior to EMSMON starting), use DUMPLOG.
To change the number of lines each EMSMON window retains, modify the command window parameters.
With EMSMON, you can have one local connection and five remote connections per process. When the number of connections is exceeded, the oldest session is disconnected with the following message ?You are being disconnected because another user has connected to this named pipe.
If your system is running a heavy call load, your EMSMON connections may disconnect and the following message appears: ? You are being disconnected because the system is running a heavy call load; this connection may impact the performance of the system. It is recommended that you do not reconnect your EMSMON sessions until your system returns to a normal call load
Thanks,
Goran
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CVP ICM Configuration

I'm installing CVP in my lab to play around with and having difficulty figured out how to integrate it with ICM. I have the PG/PIM and Call Server setup but if I go to Device Management->Unified ICM it says I need to add ICM. I press Add and it ask me for the IP address of ICM...
Can't find which IP to use in the documentation anywhere. Do I put the PG, Rogger or AW here?
Thanks

No it wont work like that.
ICM connects to CVP through VRU PG.
VRU pim connects to call server ICM service over the TCP socket. when you install PG and add PIM you give hostname/IP address and port number of VRU(CVP/IP IVR). pim continuously tries to connect to this ip address and port and tries to establish connection.
on the other side your VRU should listen on this socket (ip and port).
if we take CVP, when you add call server, under ICM service section. you specify port to which call server listens for ICM connection.it should match waht you give while installing PG.
thats it, when you deploy call server PG will establish connection to CVP and pim will become active. and now you can use ICM for routing.
regards
Chintan

RONA How To? with CVP 7.0 and ICME 7.5

I need some help determining how to do RONA when running CVP 7.0.
We are running ICME 7.5 and CVP 7.0
We use SIP from the ingress gateway to the CVP
call server when the call comes in.
The ICME 7.5 install and config states that for the Agent Desktop Settings:
Ring No Answer Number: Enter the ICM DN associated with the ICM routing script that youwant to use to reroute a call that an agent has not answered. If you are deploying Unified CVP,leave this field blank.
We always had a Dialed Number in the RNA so call swould get rerouted to our RNA ICM script and routed to the intended skill group.
The guide also talks about a "No Answer Timeout for Router Requery" setting in CVP, how? where? in 7.0?
I also found a reference to that setting in the cisco wiki (link below) excerpt below:
Check the RONA timers and reconfigure times. There are three system timers that affect RONA behavior:
Unified CVP - In VBAdmin, use SetRNATimeout to specify the number of seconds that the agent phone should ring before the call is taken away from the agent. This timeout must be longer than the Ring no Answer timeout set in the Agent Desktop settings. Use ShowRNATimeout to display the current timeout value. You must restart the Voice Browser for a setting change to take effect.
Agent Desktop settings - set from ICM Configuration->Enterprise->Agent DeskSettings->Ring no Answer Time. Ring no Answer Dialed Number must not be set. Set the timeout to the maximum time for the agent to answer a call, for example 2 rings = 8 seconds. This timer value should be set to a shorter time than the CVP RNATimeout.
http://docwiki.cisco.com/wiki/Transfer_and_Connect:_RONA_and_Router_Requery_Not_Working_as_Expected
Is the CVP Voice Browser Configuration Utility still used.
any help is appreciated, thanks

Found the answer in this thread:
https://supportforums.cisco.com/thread/2031366

Configuration Guide in SAP Solution Manager

Hi all,
I'm reading documentation on a CRM scenario (Investigative Case Management : ICM). It says that the ICM configuration guide is assigned to the scenario 'Criminal Investigation Processing' (Public Security) in the SAP Solution Manager.
I don't have access to the SAP Solution Manager but wanted to know if I could find this ICM configuration guide somewhere on the SAP Market Place.
Alternatively, if I could access a SAP solution Manager system, how could I access this ICM configuration guide?
Thanks a lot in advance
Best regards
Stephanie

Hi
this will solve ur prob
https://websmp210.sap-ag.de/~sapdownload/011000358700000478762009E/HowToCreateConfGuide.pdf
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Prakhar

CIM integration with ICM

Hi all,
I am integrating CIM with ICM. I have configured ICM for EIM and installed EIM server. Now when i run the setup for EIM and ICM integration it is displaying all the configuration but selecting at Peripheral Agent option it is not displaying any agent while i have added 4 agents in ICM. What am i missing any idea.
Secondly i have installed and configured standalone EIM it is owrking fine for inbound email and distributing to agent. But when they try to reply customer their emails are not going out side. Email server is IBM Lotus Domino. Is there any specific configurtion for Domino. They are using POP3 and SMTP with 25 port.
Thanks

Hi Sheraz,
Please check if your ICM configuration is correct per "Preparing Unified CCE for the Integration" section in below guide.
http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/cisco_interaction_manager/cim_441/maintenance/cim441DepMain.pdf

Integrating ICM 7.5 and Blue Pumpkin

Are there additional API requirements to integrate Blue Pumpkin with ICM 7.5

Hi Munish,
You may double check the below steps for verifying CUCM PG UP & Active.
CUCM Configuration:
Goto CUCM and create one application user "cucmpguser" and associate the CTI Route Point with thi user.
Associate All CTI Permissions to the user.
Access CUCM from ICM Machine and browse for Pluggins and download JtapiClient for Windows and install it on PG server.
ICM Configurations:
Goto Admin Workstation> PG Explorer > and configure your PG for CUCM and note down your peripheral name, logical ID & peripheral id .
Run ICM Setup, choose peripheral gateway, select node as Side A or Side B, then from client type selection choose CallManager, Click Next,
Now enter your logical controller id and click Add. enter peripheral name, peripheral id, agent extension length.
Service: , User ID : < Application User Name> , Password < Password for Application User Name> and click OK and then Next.
Your CUCM PG will now be UP & Active.
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Thanks,
Manish

ICM Database Schema - "Agent_Event_Detail" "ReasonCode"

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Currently, our system configured with ICM 6.0, CCS, CEM - Duplexed System.

Hi,
Do you have CAD Agents, because you define Reason codes in the CDA (Cisco Desktop Administrator).
If yes, please check the CDA workflow config.
Hope it helps.
Anand
Please rate helpful posts !!

Proxy connection error sending big files

Hello experts,
I am sending a simple proxy to PI in order to generate an XML.
When the XML that I get is less than 100MB big, it works fine and the XML gets generated.
On the other hand, when I try to generate a file anything bigger, I get the following error.
- <SAP:Error
SOAP:mustUnderstand="1" xmlns:SAP="http://sap.com/xi/XI/Message/30" xmlns:SOAP="http://schemas.xmlsoap.org/soap/envelope/">
<SAP:Category>XIServer</SAP:Category>
<SAP:Code area="INTERNAL">CLIENT_SEND_FAILED</SAP:Code>
<SAP:P1>400</SAP:P1>
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<SAP:P4 />
<SAP:AdditionalText />
<SAP:Stack>Error while sending by HTTP (error code: 400 , error text: Bad Request)
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</SAP:Error>
It seams a communication error, but the proxy is retried and we always get the same error.
Any ideas?
Thanks a lot!

Hello Maria,
In ICM configuration, please check the value of the parameter icm/HTTP/max_request_size_KB. By default, it is 102400 - meaning that ICM will process HTTP requests of size up to 100 MB and will prevent processing larger requests. You can increase value of this parameter to a higher value depending on the size of HTTP requests that you expect to be passed to ICM. In extreme case, this limitation can be even switched off by setting value of the mentioned parameter to -1, but please take into consideration that switching off the request size limitation is not recommended from security perspective - since potentially very large requests may be sent to ICM and cause performance degradation / Denial of Service for ICM when being processed.
Regards,
Vadim

CTI OS desktop agent cannot answer call

Hello All,
I am seeking a suggession on a issue which seems to be lying with network.
Agents are located in different location and all remaining Cisco components like ICM, CVP and CCM are in data center.
Agent succesfully logs in via CTI os Dsktop agent and IP phone, but when call is transferred, its state fluctuates between ready and reserved. CTI OS desktop agent never goes to talking state and call never lands on IP phone.
Network team claims nacessary routing and firewall ports are already open.
Seeking suggesion to further isolate and what logs/traces can be collected to identify the source of issue.
Tried 1 test agent login in data center and observed that in data center call lands to agent succesfully.
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TIA
Regards,
Kailash

Hi Kailash,
Could you please check the below points:
1. Check if you associated the Agent phones to CCMPG user.
2.Symptom: Agent receives calls, but loses them after a few seconds before they can be answered.
Possible Cause The Ring No Answer feature is probably set on your ICM system. Open the ICM Configuration Manager and increase that value or disable it all together. (Refer to the ICM Administration Guide for Cisco ICM Enterprise Edition for more information on how to configure the Ring No Answer feature.)
3. Make sure the CSS and partitions are proper.
Also refer the below troubleshooting guide for more information,
http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/ctios/ctios7_2/troubleshooting/guide/ctits.pdf
Hope it helps,
Anand
Please rate helpful posts by clicking on the stars below the right answers !!

CCE Web Administration - Active Directory issue when managing agent attributes

I am experiencing an issue when managing agents (supervisors specifically) in CCE Web Admin. When attempting to add / remove / modify an Attribute for a supervisor agent we are getting an error that the supervisor must have a valid active directory account. (Screenshot attached) The agents that this is affecting are correctly configured in ICM as a supervisor and ICM was able to successfully move their AD account into the 'Config' AD Security Group. From looking at the logs on the AWS it appears that the Web Admin tool is attempting to lookup their account in AD via UPN by appending their username to the domain name.
Log Snippet:
exception=com.cisco.ccbu.api.jaxb.error.ApiException: supervisorUserInfo.userName: Could not find user. Check if a domain account exists for [email protected]
This isn't going to work for some users in our account because we have multiple suffixes in our domain. (Our domain is a single forest and I'm not aware of a requirement to have a single suffix.)
I'm curious why it wouldn't use samaccountname which is what I believe ICM Configuration Manager is using. Has anyone else experienced this issue?

Lo and behold, my AD sync started working.
Though I have added the site to my local intranet sites, I'm not very confident whether this was the actual solution. I've performed several actions configuring my farm before I started troubleshooting this issue again, so it might be another action that
solved this.
Alemaitre: can you try the following please:
See if the SharePoint Web Service site is started in IIS. If not, start it, see if that works.
Instead of adding the site to your Trusted Sites, try Local Intranet Sites (click Advanced to add sites besides using auto-discovery)
Turn the Security Level for the zone all the way down.
Turn off Compression for your site in IIS, do an iisreset, see if that works.
I've also had to remove a host header from my MySite portal (running on port 8080 here), unlikely for this to be the cause but it's just one of the things I did this morning :-)
Should I think of anything else, I'll let you know.
Bonne chance.

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Dear Sirs,
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I am however unable to find how this is done in the internal ITS. Any help or link to relevant documentation is appreciated.

So when we had to set the parameters on the standalone ITS to the following values. We should be able to find similar parameters on the ICM configuration files.
- <key name="SAPJulep">
<value name="StaticTemplates" type="number">1</value>
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<value name="AdminEnabled" type="number">0</value>
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Need Developer Help in DFW or San Antonio

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Dear Mateusz,
Thank for the reply.
Now I am sure that the AD is am member of ICM Configuration Users security group.
Only deployment API is working expect all the other APIs such as Skill-group, Agent or Interval Buckets. The API work for me is "https://<server>/unifiedconfig/config/deployment", when I send request to server using GET method I get the following reponse:
<?xml version="1.0" encoding="UTF-8" standalone="yes"?>
<deployment>
<deploymentType>0</deploymentType>
</deployment>
Deploment Type 0 mean: No deployment type specified. Initial type set at installation. Once set to another deployment-type, you cannot switch back to 0.
How can I change the deployment-type "6" which is "UCCE 12000 Agents Router/Logger" so that I am able to do my task which mention in above question?
Any help would be appreciated.

Query Skill Group - Translation Route mapping from Routing Script

Hi,
Is there a way we can query against the individual routing scripts and extract the PSG-TR mapping?
In ICM we can map any particular Peripheral Skill Group (PSG) to a specific Translation Route (TR) defined on the same Peripheral Gateway through ICM routing scripts.
The PSG and TR are both configured through ICM configuration manager and the details are stored in the ICM DB which can be queried against.
However the mapping between the PSG and TR is done through a routing script using Script Editor.
We would like to make an SQL query where we can see PSGs associated to a Translation route on Routing Scripts.
Product: Unified Contact Center Enterprise (UCCE)
Version: 8.5(4)

Hi Gergely - how would you then query this data if you required it? Is there a way to map the PSGs to the Translation routes they are associated to?
Thanks!

ICM Configuration

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