InterAction Manager in CCA

Hi,
How and Where to install Interaction Manager, Supervision manager and Administration manager. Does it come in the cca.war file or TAW-general.war.

Hi,
The files cca.war and taw.war are userd for deploy application, to do this you need Web Server Application.
In document: "Oracle Contact Center Anywhere Installation and Upgrade Guide" there are more information about requirements for instalation (Data Base, application and configuration).
Alexandre Ribeiro

Similar Messages

HTTPS for CCA Interaction manager?

our configuration uses https connectivity for clients using interaction manager. Therefore, http ports have been disabled. When I login to interaction manager at https://<hostname>/cca/, i'm presented with the login screen.
Upon login, the cca app begins launching and downloading jar files from the server as needed. When it tried to download these jar files, somehow the protocol used is http instead of https.
We suspect that the cause is cca/download.jsp (in the web archive cca.war). Our environment uses Weblogic and Sun One web Server. Sun One Web Server actually receives all client requests and proxies them to Weblogic (cca).
In cca/download.jsp, the following code exists. I believe that cca is unable to guess the protocol and defaults to http. We need the default to be https.
String protocol = null;
try{
protocol = request.getProtocol();
//We don't need the version information, split it away
String[] arrProtocol = protocol.split("/");
protocol = arrProtocol[0].toLowerCase();
catch(Exception e){
System.out.println("Errror occurred: " + e);
//If there is any error in getting the correct protocol, we could still use http^M
//to install and it would work
protocol = "http";
}

We used external SSL devices to handle HTTPs. The F5 Big IP load balancers can sit in front of CCA and they can be configured to off load the SSL from the CCA web servers.

Error while loggin in to Interaction Manager

Hi,
After launching TAW application, when we try to login to Interaction manager with logins
admin/admin
or
other SUoervisor user,
We get this error at the Java console
08 Sep 2009 18:32:04:686 FATAL SystemMessageHandler [Revision: 9] received server is down
08 Sep 2009 18:32:05:766 FATAL SystemMessageHandler [Revision: 9] received server is down
08 Sep 2009 18:32:06:910 FATAL SystemMessageHandler [Revision: 9] received server is down
Also the application gives these errors-
"Login to IM Failed"
"Unable to retrieve data from webserver"
Any pointers to solve these issues are much appreciated.

1. In 8.1 version Interaction Manager is not first point (may be it not supported). To log in you must deploy cca aplication and log to <websever>/cca application.
2. Make shure that the IMServer is running via Network Manager.
Jan

[announce] PortalStudio 2.0 with Interaction Management

MONGOOSE TECHNOLOGY ANNOUNCES PORTALSTUDIO 2.0 WITH INTERACTION MANAGEMENT
Vendor-neutral portal platform now includes RealCommunities 2.0
collaboration applications and Interaction Management Web services
Houston, October 22, 2001 - Mongoose Technology, Inc., the company that set
the benchmark for Portal Lifecycle Management and the first company to
deliver a complete J2EET-based portal design, assembly, deployment, and
management solution, today announced Mongoose PortalStudioT 2.0. The
product, which provides an integrated development environment and portal
platform, now includes Mongoose RealCommunitiesT applications and
Interaction Management web services for online collaboration. Using Mongoose
PortalStudio and Mongoose RealCommunities, companies can incorporate
Interaction Management into their portals and Web sites to increase employee
productivity, enhance partner effectiveness, and build customer loyalty.
Delphi Group has defined Interaction Management: "Interaction management
refers to web applications used to cultivate relationships among portal
constituents. These person-to-person web services facilitate group
formation, enhance team collaboration, and empower knowledge exchange
between employees, customers, partners, and suppliers. Interaction
Management helps organizations capture and retain intellectual capital,
reduce employee turnover, increase team productivity, and build customer
loyalty."
"Interaction Management is a critical component of any portal strategy, and
necessary for effectively nurturing online community and user
relationships," says Nathaniel Palmer, Chief Analyst at Delphi Group. "In
PortalStudio, Mongoose provides the first comprehensive set of web services
for interaction management, within a application framework specifically
designed for deploying and managing portal components."
"We provide enterprise applications to the health care industry and
international retailers" said Brian Fox, Vice President of
MySoftwarePartner. "Our customers must provide timely and accurate
information to consumers and to government agencies. We are using Mongoose
PortalStudio to provide more useful information by aggregating our systems
with other corporate applications in the Enterprise Portal. We are
incorporating RealCommunities collaboration applications to improve customer
support and to reduce the cost of gathering and reporting consumer data. "
PortalStudio with Interaction Management
RealCommunities collaboration applications are modular WebComponentsT of the
PortalStudio platform that can be embedded into any Web site or portal. They
are supported by RealCommunities Web Services that provide open API's to
gather, store, and act upon person and activity related data.
"Interaction Management is the set of person-to-person web services that
support online relationships and transactions," says Mr. Palmer. The
RealCommunities Web Services are based on the Mongoose 12 Principles of
CollaborationT, and include Identity, Groups, Reputation, Environment and
Communication.
RealCommunities WebComponents provide structured interactions to support
group goals. These collaboration capabilities can be incorporated into new
or existing portals and Web sites. RealCommunities WebComponents include:
Expertise & Skills Directory - This application facilitates the search
for a person or a group with the expertise, skills, service capability, or
reputation matching the user's needs.
Engagement & Feedback - After identifying an appropriate individual or
group, the application allows the user to negotiate an agreement for a
consultative or service relationship with the provider and subsequently to
rate the quality and usefulness of the provider's services.
Messages & Chat - These WebComponents provide Message Boards, Chat, and
Instant Messaging
Question & Answer - This post-a-question and get-an-answer mechanism
can be a public or private dialog and is used for self-help and support
applications.
File Sharing & Collaboration - Users can access content from WebDAV
(Web-based distributed authoring and versioning) clients and DAV-enabled
software packages such as Mongoose PortalStudioT, Microsoft® Office XP,
Microsoft® Web Folders, Adobe Acrobat®, and Macromedia Dreamweaver®. Thus a
Word® user can directly open documents that are stored in PortalStudio-based
portals.
Review & Recommend - This facility enables community members to provide
opinions and ratings, look at what others are saying, and view a composite
score of any participant or document.
Rewards & Incentives - Reward employees, partners, or customers who
participate in desired online activities. The application can be configured
to promote loyalty by providing incentives and rewards for desired
behaviors. The rules are easy to configure and change as business needs
evolve.
Tests & Polls - This utility enables a service provider or group leader
to ask questions of a population. Rules can be applied to responses to
generate scoring reports or individualized actions, e.g., if pass test, then
update reputation and deliver certification by email.
Companies can enhance their ebusiness effectiveness with Mongoose
RealCommunitiesT Interaction Management applications for increasing
productivity of sales teams, cultivating buyer and partner loyalty,
capturing better market data, and accelerating innovation and time to
market.
PortalStudio 2.0 Delivers Fast Results
Mongoose PortalStudio 2.0 is a visual portal assembly environment that
allows users to quickly and easily design portal components, assemble them
into a portal, then validate and deploy their portal solution to, for
example, BEA WebLogic. The simplicity of PortalStudio 2.0's one-click wizard
for configuring and deploying to environments such as BEA WebLogic is
dramatic. Like a "portal compiler," the PortalStudio one-click wizard
eliminates timely editing of complex J2EE and BEA specific configuration
files.
Other powerful features and capabilities in PortalStudio 2.0 include:
Instant WebSkinT Personalization
The presentation of information can be customized to the individual or
company standards using Mongoose WebSkins. Users can pick an existing
WebSkin from the PortalStudio library and re-brand their Web application or
apply a custom look-and-feel in seconds. With PortalStudio's
"person-to-system" Web services, XML-based content can be aggregated,
categorized, searched, and cached, served up to various display devices, and
personalized depending on browser, browser version, user, role, locale,
display device, language, and custom rules. Altogether, users can build an
application once, access it from many convenient devices, and be greeted by
a personal presentation.
Aggregate Corporate Applications
Corporate applications and databases can be aggregated into the portal with
Mongoose PortalStudio's "system-to-system" Web services for aggregation,
mapping & merging, caching, scheduled queries, and Rules and Alarms.
Mongoose PortalStudio includes WebConnectors for XML, JDBC, JCA, and MS
Exchange.
Enhance Existing Applications
Mongoose's "federated" approach means users can use Mongoose's PortalStudio
to create a portal from scratch and deploy it on a J2EE application server
from any of the leading vendors; maintain and enhance existing portal
applications; or embed Mongoose WebComponents into an existing Web
application. WebComponents included with PortalStudio include Table, Tree,
News, Document Sharing, Document Search, Message Boards, Chat, Instant
Messaging, email, and a MiniBrowser with source code.
Availability and Pricing
Mongoose PortalStudio for BEA WebLogic and Mongoose PortalStudio 2.0
Enterprise Edition are currently available and 30-day free trials are
available at www.mongoosetech.com. PortalStudio 2.0 Enterprise Edition
supports leading J2EE application servers, including BEA WebLogic,
Oracle9iAS, Orion, Macromedia JRun, and IBM WebSphere. The Enterprise
Edition ships with the Standard library of components, plus RealCommunities
WebComponents and Interaction Management Web services.
Mongoose Technology shatters the $100,000 barrier for an Enterprise Portal.
Pricing begins at $3,000 for the PortalStudio Interactive Development
Environment (IDE) that includes a standard library of WebComponents,
RealCommunities Interaction Management WebComponents, a development-only
license of Orion Application server and a 30-day trial of BEA WebLogic. A
development license of PortalStudioT for BEA WebLogic® is available at an
introductory price of $995. The deployment license of the PortalStudio
Platform is available at an introductory price of $35,000 per CPU.
PortalStudio is available directly from Mongoose as well as through its
value-added resellers including: SSI Technologies, eKnowledgeCenter, and
Iconixx.
About Mongoose Technology, Inc.
Mongoose Technology, Inc. (www.mongoosetech.com) is delivering and setting
the benchmark for Portal Lifecycle Management products that are used
worldwide to design, assemble, deploy, and manage ebusiness portals. The
company's products include: Mongoose PortalStudioT Enterprise Edition, a
visual portal assembly environment for the rapid development of customized
enterprise portals on leading J2EE application servers; Mongoose
PortalStudioT for BEA WebLogicT; and Mongoose RealCommunitiesT Interaction
Management applications for increasing productivity of sales teams,
cultivating buyer and partner loyalty, capturing better market data, and
accelerating innovation and time to market. Major customers and partners
include: BEA (www.bea.com), eBay (www.ebay.com), and SSI Technologies
(www.ssi-americas.com). Mongoose Technology, Inc. was founded in 1999 and is
headquartered at 1300 Hercules, #130, Houston, Texas 77058; phone,
281/461-0099; fax, 281/461-0505.
For questions or comments about this press release, please contact:
[email protected]
[Bullet.gif]

Steps:
On CAS server, install the Reporting Point Service Role.
On System Center Configuration Manager Primary Site Server:
Create or edit the sms_def.mof file and configuration.mof file required for MBAM 2.0 manually.
Run MBAM 2.0 Setup and under Topology, choose System Center Configuration Manager Integration.
Select the Feature “System Center Configuration Manager” and proceed for Pre-requisites check.
All Pre-requisites check must be passed and complete the installation successfully.
On Standalone Server: - SQL Server.
Run MBAM 2.0 setup and choose Configuration Manager Integration.
Do not select System Center Configuration Manager feature.
Install the Recovery Database and Audit Database on the Database Server and reporting.
On Standalone - Web Server.
Run MBAM 2.0 setup and choose Configuration Manager Integration.
Select only the MBAM Admin and Monitoring Feature and Self Server Portal on the Web Server.
Manoj Sehgal

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

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

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...

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.

EIM Email Interaction Manager, Reports console problem

Hi,
We have problem with Reports Console in EIM system.
When we try to generate report from Reports console we get message "No data found" for every query.
In Troubleshooting Guide for EIM 4.2(4) i found this solution:
"Possible cause
Summary jobs are not active or the summary jobs fail to execute.
Recommended action:
1.    In the active database, run a query on the egplr_scheduled_task_status table, and check the status of each summary job script.
2.    From the SQL Enterprise Manager, verify the schedule of the summary jobs.
3.    Analyze the reports data from the egpl_event_history_casemgmt    table and summary tables for each report."
Table "egplr_scheduled_task_status" is empty, but i don't know what to do
Any idea what would be the issue??
Thanks,
Dusan

What jobs do you see scheduled? Look under MS SQL Agent -> Jobs node in Enterprise Manager. Are there a couple of jobs there like "populatesmy_eGActiveDB" and "populatesmysessionandarticle_eGActiveDB"?
Are they both scheduled, runnable and enabled?
Have you started the SQL Agent?
Have you made the SQL Agent an automatic process?
Regards,
Geoff

How to get a custom style value in the interaction manager's getCommonCharacterFormat() function ?

Hi,
I have a scenario where I have applied Css styles to the textflow using the IFormatResolver interface.
Now what I need is a way to show which style is applied to the current selection.
I am getting all infomation using the following however the style name that is associated is not there.
var textLayoutFormat:TextLayoutFormat = textFlow.interactionManager.getCommonCharacterFormat() as TextLayoutFormat;
in my case I am having a parameter myStyle in the usersstyle object of the actual flow elements, but when I do the above I find that the user style object is different and it doesnt have any parameters as mystyle under it
-Ashar

There's no general code for that. You will have to write something on your own. If for example you want to check for a specific style having a common value across the range a new function modeled on getCommonCharacterFormat would work:
    public static function getCommonCharacterStyle(range:ElementRange,styleName:String):*
        var leaf:FlowLeafElement = range.firstLeaf;
        var value:* = leaf.getStyle(styleName);
        if (value === undefined)
            return undefined;    // no common value or common value is undefined
        for (;;)
            if (leaf == range.lastLeaf)
                break;
            leaf = leaf.getNextLeaf();
            if (value !== leaf.getStyle(styleName))
                return undefined;    // no common value
        return value;     // common value
Depending on your use case some variation of this will supply the information your application needs. More complicated, but doable, would be extending this to work on all userStyles in leaf returning an object of key-value pairs.
Hope that helps,
Richard

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

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 Email Interaction Manager showing strange 'Created On' Dates

Hello All,
Could anyone tell me where EIM gets its "Created On" date and times from? I was looking into some of the Queues on EIM at about 10:50 am this morning and the emails that were in there were showing Creation times of well after 11:00 am on today's date, and I have no clue why.
The system time on the Server running the EIM software has the correct system date and time. I also checked the system time on our Mail server and that was correct as well. I have the ability to view emails that come into the Aliases configured on the Mail server before the Retriever service on EIM collects them and they are showing the correct times on there as well. So I'm not sure where EIM is getting these times form?
If anyone has any thoughts or suggestions it would be much appreciated.
Thanks in Advance,
Matt

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

InterAction Manager in CCA

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