Cisco Media Blender 5.0Service Release 1

03/03/2006

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Cisco Media Blender Software: Service Release1 for Cisco Media Blender Version 5.0 Copyright © 2006, Cisco Systems, Inc. All rights reserved.

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Contents

1 Overview ...................................................................................5

2 New in this Release..................................................................7

3 Installation Instructions...........................................................9

3.1 How to Install Service Release 1 for Media Blender 5.0 ......................9

3.2 How to Uninstall Service Release 1 for Media Blender 5.0 ...............10

4 Important Notes......................................................................11

4.1 Caller Stuck in Queue............................................................................11

4.2 CCS_CMB and CMB_ACD Links Drop During Reconnect ................12

5 Known Caveats in this Service Release...............................13

6 Resolved Caveats ..................................................................15

6.1 Resolved Caveats in CMB5.0(0) SR1 ...................................................15

7 Obtaining Documentation .....................................................21

7.1 World Wide Web ....................................................................................21

7.2 Documentation CD-ROM.......................................................................21

7.3 Ordering Documentation ......................................................................21

7.4 Documentation Feedback.....................................................................21

8 Obtaining Technical Assistance ...........................................23

8.1 Cisco.com...............................................................................................23

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8.2 Technical Assistance Center................................................................23

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1 Overview

This document describes Service Release 1 (SR1) for Cisco Media Blender (CMB) Version 5.0. This service release can only be installed on systems running CMB Version 5.0. This service release includes components that have been updated to resolve caveats that were found in the product. No additional features or modifications have been made. Note: Service Release 1 can be installed safely on systems running CMB 5.0 with the following engineering specials: SR0 ES2, SR0 ES3, SR0 ES4, and SR0 ES5. Engineering specials other than SR0 ES2, SR0 ES3, SR0 ES4, and SR0 ES5 must be uninstalled before installing Service Release 1. You must then contact Cisco TAC (refer to section 8.2, Technical Assistance Center for additional information) and request that the engineering specials be applied on top of Service Release 1. This document contains these sections: • New in this Release • Installation instructions • Important Notes • Known Caveats • Resolved Caveats • Obtaining Documentation • Obtaining Technical Assistance

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2 New in this Release

There has been no new functionality added to Cisco Media Blender in Service Release 1. For known and fixed caveats see sections 5 and 6.

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3 Installation Instructions Service Release 1 for Cisco Media Blender 5.0 installs files that resolve caveats on different components. The installation program automatically detects the components installed on the machine and installs the files specific to those components. (The installation program does not install files for components that it does not find on the machine.) This section describes these topics: Installing Service Release 1 for Cisco Media Blender 5.0. Un-installing Service Release 1 for Cisco Media Blender 5.0.

Important: Be sure to schedule a maintenance window prior to installing Service Release 1.

This must be done in conjunction with the installation of CCS 5.0 SR3 as there are fixes in both that require the other service release as well.

3.1 How to Install Service Release 1 for Media Blender 5.0 Cisco Media Blender 5.0 Service Release 1 must be installed on the machine where CMB 5.0 is installed. Follow these steps on each box on which you install this service release: 1. Prior to installing the software, review the special instructions listed in the Overview

section regarding Service Release 1 installation in an environment where engineering specials have been installed.

2. Stop the IIS and WWW services. 3. Insert the installation disk into the appropriate drive. Note: You can also obtain the exectuable from the Cisco Software Center. http://www.cisco.com/kobayashi/sw-center/sw-voice.shtml 4. Double-click the CMB5.0(0)_SR1.exe file to start the installation process. Note: Follow the installation wizard, being sure to follow the instructions on each screen. Click Finish to complete the installation.

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5. Perform the following before restarting the services.

• Change the directory security permissions for the directory C:\Program Files\New Atlanta\Servlet ISAPI\Servlets – to give 'Everyone' full control a. Right-click on the directory. b. Select Properties. c. Select the Security tab. d. Un-check Allow inheritable. e. Click Add. f. Select Everyone, then Add. g. Click OK. h. Check Full Control. i. Click OK.

6. When the installation is complete, start the IIS and WWW services.

3.2 How to Uninstall Service Release 1 for Media Blender 5.0 To uninstall Service Release 1 for Cisco Media Blender 5.0 using the Windows Add/Remove Programs Control Panel, perform the following steps:

1. Stop IIS and WWW Services. 2. Click Start > Settings > Control Panel > Add Remove Programs. 3. Select Cisco Media Blender Service Release CMB5.0(0)_SR1. 4. Click Change/remove and follow the uninstaller instructions. 5. Start the IIS and WWW services.

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4 Important Notes The defect CSCsd00361, described in detail in section 5, is caused by the way the PG and the CTI server behave. If you are concerned about the possibility of a duplicate call being made to a callback requestor in the event of a Cisco Media Blender restart, you must perform the “Workaround” described in detail in section 5. The following sections contain important information that may have been unavailable upon the initial release of documentation for Release 5.0(0).

4.1 Caller Stuck in Queue Client/caller continues to remain in the queue even if agent gets free. When one caller is in session and another is in queue, the second call continues to stay in the queue even if the first call is dropped. To solve this, add a new property delayonqueuephantomcall to the ACD.asai.properties located at: <CMB_Install>\servlet\Properties\Blender\ACD.asai.properties The default value is 1000. This property is used by phantom phones to delay the call by the specified number of milliseconds (for example, 1000 milliseconds). After dropping the first call, the phantom phones wait for the specified number of milliseconds, and then proceed to make the second call.

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4.2 CCS_CMB and CMB_ACD Links Drop During Reconnect During reconnect CCS_CMB and CMB_ACD links go down and take a while to be restored. During reconnect, after the CMB has been off network , the CCS_CMB link and CMB_ACD link go down. When the CMB is back in the network, the CCS_CMB link and the CMB_ACD link both take time to come back up. After the CCS_CMB link is up, all the queued events in CCS are sent to the CMB through the CCS_CMB link. The events are then sent to the ACD through the CMB_ACD link. Due to the time difference for the links to get active, the events cannot be processed successfully at the CMB_ACD link. To solve this issue before issuing any events to ACD through the CMB_ACD link, a slight delay is introduced. To configure the time delay, add a new property delayinprocessingagentsignoff to ACD.asai.properties located at: <CMB_Install>\servlet\Properties\Blender\ACD.asai.properties The recommended value is 60 milliseconds.

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5 Known Caveats in this Service Release

This section provides a list of significant known defects in Cisco Media Blender 5.0 SR1. For additional up to date information on these defects not available at the release ship time, use the Bug Toolkit found at: www.cisco.com/support/bugtools/Bug_root.html Identifier Severity Component Headline

CSCsc87886 3 acd-ipcc CTI Desktop doesnt show call/ECC Variables for BC on IPCC based setups.

CSCsd00361 3 Pg.opc Prev drop'd Callback call gets reinitiated after restarting CMB.

Detailed List Sorted by Bug Number Defect Number: CSCsc87886 Component: acd-ipcc Severity: 3 Headline: CTI Desktop doesnt show call/ECC Variables for BC on IPCC based setups. Symptom: Media Routing connection in Firewall Gateway of Cisco Media Blender does not go active if no collaboration.properties is specified in blender.properties. Conditions: IPCC 5.0 integrated with Cisco Collaboration Server and Cisco Media Blender 5.0. Workaround: None.

Defect Number: CSCsd00361

Component: pg.opc

Severity: 3 Headline: Prev drop'd Callback call gets reinitiated after restarting CMB. Symptom: Previous call gets reinitiated. Conditions: Restart CMB after the a call dropped. Workaround: Set the value of "LegacyPreCallMonitorTimeout" to 1 in Registry Editor to avoid this issue. Path: HKEY_LOCAL_MACHINE\SOFTWARE\Cisco Systems,Inc.\ICM\<instance>\<PG#>\PG\CurrentVersion\OPC

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6 Resolved Caveats This section contains a list of defects that were resolved in Service Release 1 of Cisco Media Blender version 5.0. For more information on defects, use the Bug Toolkit found at www.cisco.com/support/bugtools/Bug_root.html

6.1 Resolved Caveats in CMB5.0(0) SR1 This section lists caveats specifically resolved by CMB 5.0(0) SR1.

6.1.1 Index of New Resolved Caveats Caveats in this section are ordered by CMB component, severity, and then identifier.

Identifier Severity Component Headline

CSCma26156 3 acd-lucent CMB-Two agents login diff. browsers diff. PCs w/same terminal id

CSCsa43382 2 bapi CMB not gracifully recoving from link down

CSCsa81877 1 drv-aspect Media Blender not starting w/ phantom phones logged in using Aspect ACD

CSCsb73792 3 drv-event-bridge

CTI Server not receiving variables on Blended Collaboration Calls.

CSCsb38699 2 drv-icm-ipcc MRI PG connection dropping and not reconnecting

CSCsb65320 3 drv-icm-lucent Agent Auto Ready not working in CMB/CCS/ICM/CMS integration

CSCsb97250 3 drv-icm-lucent Session Ids not unique: Callbacks may fail if CMB on multi-CPU server

CSCsb76934 2 Fault-tolerance CMB cannot reconnect after CTI Server failover

CSCsa27364 2 infrastructure Customer session does not always start CSCsa34051 2 infrastructure CMB - blender logs show plain text acd passwords

CSCma23619 3 infrastructure Cannot configure CMB to log errors, alerts to Windows Event Viewer

CSCsa23464 2 user-servlet Agents not receiving chat session - java.lang.NumberFormatException

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6.1.2 Detailed list of New Resolved Caveats in This Service Release Caveats are ordered by severity, then defect number.

Defect Number: CSCsa81877 Component: drv-aspect Severity: 1 Headline: Media Blender not starting w/ phantom phones logged in using Aspect ACD Symptom: During Media Blender shutdown or restart, the phantom phones stays logged in. Media blender will not restart successfully until the phantom phone is logged out manually. Condition: CMB 5.0. with Aspect ACD Release 9. Workaround: Logout phantom phones manually.

Defect Number: CSCsa23464 Component: user-servlet Severity: 2 Headline: Agents not receiving chat session - java.lang.NumberFormatException Symptom: Agent not getting Chat Sessions. Agent's screen still shows log in and not in session, but CCS Admin shows Agent not logged in. Agents will get "unable to recover from network error please close browser and try again" error message. When try to log off. Condition: CCS 5.0. Customer not using ICM for call routing, using Media Blender with Avaya ACD. Workaround: Re-login to CSS.

Defect Number: CSCsa27364 Component: infrastructure Severity: 2 Headline: Customer session does not always start Symptom: Customer session does not always start. Client/caller remains in the queue forever even if agent is free Condition: One Agent logged in to CCS and is in session with one caller. Another caller is in the queue wating for the agent. Agent completes session with first caller. Workaround: None

Defect Number: CSCsa34051 Component: infrastructure Severity: 2 Headline: CMB - blender logs show plain text acd passwords Symptom: Blender log show ACD passwords, as is. Condition: CCS 5.0. For debugging purposes, when verbosity is set to 8 or 10.

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Workaround: In the Blender.properties file, reduce the verbosity level using the VERBOSE property Or comment the verbosity property.

Defect Number: CSCsa43382 Component: bapi Severity: 2 Headline: CMB not gracifully recoving from link down Symptom: Agents getting logged off from CCS, but not getting logged off from ACD. Calls are not geting routed to the new agents that log in to the terminals of the pevious logged out agent (in CCS). Calls are queued and not routed to the agents. Condition: CCS5.0 and CMB 5.0. This problem occurs, only if CMB-ACD link does not recover within 30 seconds. Workaround: None

Defect Number: CSCsb38699 Component: drv-icm-ipcc Severity: 2 Headline: MRI PG connection dropping and not reconnecting Symptom: MR PG MRI drops connection to CMB after loss of heartbeats. Unable to reconnect again without manual intervention. Condition: CMB and PG co-located. CMB 5, ICM 6 SR1 Workaround: Need to restart the IIS server. When this has been done the connection can be re-established.

Defect Number: CSCsb76934 Component: fault-tolerance Severity: 2 Headline: CMB not reconnect after CTI Server failover Symptom: When CTI Server is failed over, CMB does not attempt to reconnect to the other CTI Server. Condition: This happens only if multiple CTI Call Stratigies are being used as defined in the callclasses.properties file. A manual restart of the CMB services via the Admin UI is needed to force CMB to connect to the other side of CTI Server. Workaround: None

Defect Number: CSCma23619 Component: infrastructure Severity: 3 Headline: Cannot configure CMB to log errors, alerts to Windows Event Viewer Symptom: Cisco Media Blender (CMB) cannot be configured to log alerts and error messages to Windows Event Viewer.

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Condition: Two files required for this configuration - WindowsEventMessages.dll and WindowsEventWrapper.dll are missing from the <installDir>\bin directory. Workaround: CMB alerts, error, and trace messages can be viewed on the Latest Log page of the Cisco Media Blender Administration user interface. CMB log files are located in the <installDir>\logs directory. A patch is available for this problem. Please contact a Cisco Technical Assistance Center (TAC) representative to obtain this patch.

Defect Number: CSCma26156 Component: acd-lucent Severity: 3 Headline: CMB-Two agents login diff. browsers diff. PCs w/same terminal id Symptom: Two agents log into separate machines with the same Terminal ID. The first agent login fine, while the second agent is also allowed to login without any error message. Condition: CCS5.0 and CMB5.0 Workaround: None

Defect Number: CSCsb65320 Component: drv-icm-lucent Severity: 3 Headline: Agent Auto Ready not working in CMB/CCS/ICM/CMS integration Symptom: Agent don't go autoready, when logs in using CCS through Blended Collaboration on a G3 Avaya Definity CMS switch even though the property 'ReadyAfterSignon=true' is configured in ACD.ciscocti.properties. Condition: CCS 5.0 SR2 CMB 5.0 ICM 5.0 Avaya(G3) swith with CMS system Workaround: None

Defect Number: CSCsb73792 Component: drv-event-bridge Severity: 3 Headline: CTI Server not receiving variables on Blended Collaboration Calls. Symptom: Condition: CCS/CMB 5.0 Agents running CTI Desktop application is not able to receive caller information screen pop (via mapped variables) on Collaborated calls. Callback ONLY type calls work fine and the proper data is delivered. The inmap.properties file is set correctly. Workaround: None

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Defect Number: CSCsb97250 Component: drv-icm-lucent Severity: 3 Headline: Session Ids not unique: Callbacks may fail if CMB on multi-CPU server Symptom: Web Callback requests on legacy ACDs are not receiving phone callbacks. Condition: This can happen on any Cisco Media Blender system running on a dual processor system.Workaround: None.

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7 Obtaining Documentation

The following sections provide sources for obtaining documentation from Cisco Systems.

7.1 World Wide Web You can access the most current Cisco documentation on the World Wide Web at the following sites:

• http://www.cisco.com

• http://www-china.cisco.com

• http://www-europe.cisco.com

7.2 Documentation CD-ROM Cisco documentation and additional literature are available in a CD-ROM package, which ships with your product. The Documentation CD-ROM is updated monthly and may be more current than printed documentation. The CD-ROM package is available as a single unit or as an annual subscription.

7.3 Ordering Documentation Cisco documentation is available in the following ways:

• Registered Cisco Direct Customers can order Cisco Product documentation from the Networking Products MarketPlace: http://www.cisco.com/cgi-bin/order/order_root.pl

• Registered Cisco.com users can order the Documentation CD-ROM through the online Subscription Store: http://www.cisco.com/go/subscription

• Nonregistered Cisco.com users can order documentation through a local account representative by calling Cisco corporate headquarters (California, USA) at 408-526-7208 or, in North America, by calling 800-553-NETS(6387).

7.4 Documentation Feedback If you are reading Cisco product documentation on the World Wide Web, you can submit technical comments electronically. Click Feedback in the toolbar and select Documentation. After you complete the form, click Submit to send it to Cisco. You can e-mail your comments to bug-doc@cisco.com.

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To submit your comments by mail, use the response card behind the front cover of your document, or write to the following address: Attn Document Resource Connection Cisco Systems, Inc. 170 West Tasman Drive San Jose, CA 95134-9883 We appreciate your comments.

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8 Obtaining Technical Assistance

Cisco provides Cisco.com as a starting point for all technical assistance. Customers and partners can obtain documentation, troubleshooting tips, and sample configurations from online tools. For Cisco.com registered users, additional troubleshooting tools are available from the TAC website.

8.1 Cisco.com Cisco.com is the foundation of a suite of interactive, networked services that provides immediate, open access to Cisco information and resources at anytime, from anywhere in the world. This highly integrated Internet application is a powerful, easy-to-use tool for doing business with Cisco. Cisco.com provides a broad range of features and services to help customers and partners streamline business processes and improve productivity. Through Cisco.com, you can find information about Cisco and our networking solutions, services, and programs. In addition, you can resolve technical issues with online technical support, download and test software packages, and order Cisco learning materials and merchandise. Valuable online skill assessment, training, and certification programs are also available. Customers and partners can self-register on Cisco.com to obtain additional personalized information and services. Registered users can order products, check on the status of an order, access technical support, and view benefits specific to their relationships with Cisco. To access Cisco.com, go to: http://www.cisco.com

8.2 Technical Assistance Center The Cisco TAC website is available to all customers who need technical assistance with a Cisco product or technology that is under warranty or covered by a maintenance contract.

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8.2.1 Contacting TAC by Using the Cisco TAC Website If you have a priority level 3 (P3) or priority level 4 (P4) problem, contact TAC by going to the TAC website: http://www.cisco.com/tac P3 and P4 level problems are defined as follows:

• P3--Your network performance is degraded. Network functionality is noticeably impaired, but most business operations continue.

• P4--You need information or assistance on Cisco product capabilities, product installation, or basic product configuration.

In each of the above cases, use the Cisco TAC website to quickly find answers to your questions. To register for Cisco.com, go to the following website: http://www.cisco.com/register/ If you cannot resolve your technical issue by using the TAC online resources, Cisco.com registered users can open a case online by using the TAC Case Open tool at the following website: http://www.cisco.com/tac/caseopen

8.2.2 Contacting TAC by Telephone If you have a priority level 1(P1) or priority level 2 (P2) problem, contact TAC by telephone and immediately open a case. To obtain a directory of toll-free numbers for your country, go to the following website: http://www.cisco.com/warp/public/687/Directory/DirTAC.shtml P1 and P2 level problems are defined as follows:

• P1--Your production network is down, causing a critical impact to business operations if service is not restored quickly. No workaround is available.

• P2--Your production network is severely degraded, affecting significant aspects of your business operations. No workaround is available.