Can't see all I need from what you've offered.  If you'd like to open a TAC SR and put my name in the description I'll be happy to assist the TAC Engineer to resolve this for you. I've alerted the team to be aware that you may open an SR.  I work Eastern US shift hours. Thx Kim ... View more

Can you be a bit more clear about how you have deployed EIM/WIM?  You noted "Webserver and other application same domain" Do you mean to say that you have installed the product in one domain, then separated the application and web Servers into a separate domain?  Or simply the Web Server? The error you are getting indicates that the Web Server is unable to find the page.  The reason I asked the question above is, I would like for you to attempt to open the page by by-passing the web server directing your inquiry to the following; http:// /system/web/view/platform/common/login/root.jsp?partitionId=1 If that does not work, then there is a problem with your application server... if it does work I assume you skipped a step in the instructions for relocating the Web Server outside the DMZ... All you need to properly configure the Web Server in the DMZ is in this document; http://www.cisco.com/en/US/products/ps7236/products_configuration_example09186a0080bc211e.shtml I suspect that you have skipped the following step; Install Files for File Server Since the file share on the file server cannot be accessed from the  DMZ, the files on the file server must be manually installed on each  external web server. Complete these steps: On the file server, create a ZIP file of the Cisco_Home > eService folder. Copy the ZIP file to each external web server. On each external web server, create a folder named Cisco (for example, C:\Cisco ). On each external web server, unzip the ZIP file into the folder created in Step 3, such that the resulting pathname is C:\Cisco\eService . If the instruction above does not correct this for you then you may have a configuration issue within IIS.... possibly. Feel free to send me screen shots of your IIS configuration for your default and system pages directly and I'll be happy to take a look. Thx, Kim ... View more

I have just tested this and it worked in my lab.  Here's what I did. I have configured a simple script; start node, set node (to set Cal.PeripheralVariable1 since this is not a live test call) and a Label node. The trick to this is to use the ValidValue function within your expression in the Label node when setting up your Dynamic label.  If you are not familiar with the ValidValue function it is a way to return a specific value and then have a 2nd value configured if the first is not valid.   A lot of customers use this for MED calculations.  Not to go too far off topic.. but in the case of MED, since the formula contains a 5 minute rolling value (AHTto05), in very small call centers where average call length is longer than 5 minutes it is possible for MED to have a null for AHTto05 due to the fact that AHT is calculated when a call closed event is created.  Therefore, if the customer knows that this sometimes happens they can substitute a NULL or Invalid MED result with a valid one, such as 300 seconds or 5 minutes. You would want to use the same theory when counting on a PV to be populated for you to return a label.  What if it isn't for any reason?  In that case you would probably want to substitute a value that can be returned that you know.   This is also a good idea for troubleshooting your call routing results... if you are getting reports that calls are not routing as you expect, you can then enable RouteRequest tracing on the call router and search for your substitute value, n2 in the example. The syntax would be as follows; ValidValue(n1, n2) - if there is a valid value for n1 it will be returned, if there is not, n2, a constant value that you supply, will instead be returned. In my case I just put a number after the comma, but I suggest that you  use a default label.  A label when returned will identify for you that  the Call.PerpheralVariable1 value was not valid. My Example : ValidValue(Call.PeripheralVariable1,121212) My Label Node: My Call Tracer results: Give that a try.. lemme know if you have luck with it. Thanks, Kim ... View more

Dumpcfg is a to determine what users have made changes within Config Manager, unfortunately when the Agent Re-Skilling tool is used to make the update / change the UserName indicated to have made the change is that of the distributor that re-skilling is being run from. So, unfortunately, there is no way to track the supervisor ID for the change and the only thing you can track is the server that Re-skilling was used on. There are also no database tables or methods for tracking supervisor login to the re-skilling tool for a means of possibly piecing the data together. The only thing that I have recommended to other customers is to possibly have the re-skilling tool enabled on multiple AWs, that way you can at least isolate which AW was used.  If a particular group of supervisors use only particular AWs, that at least narrows it down. The request that you are making has been made by several customers and it may be one that enhancement requests have been entered for.  If this feature is something that you have a strong need for, suggest that you contact your Cisco Account Personnel who would be able to build an enhancement request for this feature on your behalf. Kimv ... View more

How are you logging into ISE?  Are you using the FQDN? You all may be seeing the following defect. Defect ID : CSCsl00802    Defect Title : Cannot save script - because I do not own the script lock Description: When saving a new script created with Internet Script Editor, the following error is displayed: "You cannot update the script because you do not own the script lock". Note:  When I logged in I used the long name for domain "MIL.icm.com".  When using the short name "MIL" it works just fine. Release-note: Symptom: Cannot save script Conditions: When saving a new script created with Internet Script Editor, the following error is displayed: "You cannot update the script because you do not own the script lock". Workaround: Use the shorter version of the domain name (e.g. MIL) rather than using the longer domain version name(e.g. MIL.icm.com. This is listed for Version(s) :7.5(1),8.0(1), however I would bet it is te same issue in previous releases. Might want to give this a try... Kim ... View more

Thanks Matt, If you are running CIM integrated with UCCE or standalone, then yes, Matt's answer is correct.  May be a different answer if you are integrated with our UCCX product. K ... View more

Thanh; All that is customizable within CHAT is documented here; 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 Page 23. Anything beyond that I'd recommend contacting eGain and requesteing professional services assistance.  The link to request such a service is here; http://www.egain.com/resellers/ There is currently no available API for developer document available. To your other questions; Q. When we will have a single signed on because now agent must login 2 time for voice and email/chat? Thanh: for single sign on, I mean only press one button or one UI for voice/email/chat. Not like the CAD with the embedded browser there. Actually, we need to login 2 times for 2 system ICM and CIM. Q. Will CIM support multitenancy for UCC Hosted in the incoming version? Answer : Explain in more detail what you mean by this question.  CIM currently supported multiple Departments which can be as separate and/or as shared as you intend. Thanh: for this question, I mean can 01 CIM connect to multiple ICM system via their PG? I can answer both of these questions with the same comment; I really don't know.  Anything that is "on the roadmap" for CIM I wouldn't be able to comment on until there is a firm commitment to have it be in the next release or a planned release.  I can tell you that to attempt to answer this for you I have searched an internal link (Wiki) that has a map of enhanced features that are being planned for future releases.  PLEASE DON'T ASK ME TO COMMENT ON THESE as I am not able to, but I can tell you the two items you list above are not on this list.  Therefore my best answer would be for you to contact your Cisco account team and request an enhancement (PERS) request be entered for the functionality you require.  This, of course, does not mean that the function will be added.  However, it does mean that hte functionality will be considered and possibly provided in a future release. Sorry, not much of an answer on those two points, but best answer I am able to give. Thanks for your question(s); Kim ... View more

Hello Ashfaque, You didn't include a screen shot of your Queues.  I an integrated deployment you need to configure a Queue for outbound in order to map the MRD.  You will also need to assign a Concurrent Task Limit for this queue as well for groups / agents that you map to it. Looks to me as though everything else is configured properly. Instrictions for creating an Integrated Queue can be found in this doc; 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_workflow.pdf Page 24, "Creating Integrated Queues". This should solve your issue.  If you still have questions or problems re-post and I will be happy to assist. Thanks, Kim ... View more

Hello Krishna, Your supervisory loop outbound workflow is incorrect and requires a Branch Node in between your Start Node and  Queue. Please review the following; 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_workflow.pdf Page 108 "Reviewing Outgoing Emails From Trainee Agents" - Standalone EIM Page 109 "Reviewing Outgoing Emails From Integrated Agents" - Integraed EIM Once created you may also find this helpful; 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_supervision.pdf Page 26 "Reviewing Outbound Email Activities" Please reply if this is not clear. Kim ... View more

This issue is being worked within a Cisco TAC Service Request. The description of this behavior is a known defect; CSCti70977 This defect has the following details attached; DEFECT ID : CSCti70977 DEFECT TITLE : Supervisor unable to run reports for users due to permissions issues Version: CIM 4.3.1 ES1 and ES3 (integrated with ICM) DESCRIPTION: Supervisor unable to run reports for users because he cannot see the list of agents to run the report against. In order for supervisor to see the list of agents to run the report against, supervisor needs to have permissions to view those agents.  However, we are unable to set the permissions (unable to view User objects) because the permissions tab does not give us option to set permissions in the integrated environment. Where to set the permission: Department > Department name > User > Users > select the supervisor user > permissions tab > users > click "view" for all the users you want supervisor to have view access to.   You will have to do this for each user. In order to give access to a group of users, go to: Department > Department name > User > Users > select the supervisor user > permissions tab > user groups > click "view" for the group of users you want supervisor to have view access to.  Note: standalone environment does allow us to set the permissions.  Problem is only with integrated environment. DEFECT PUBLISHED RELEASE NOTE: Symptom: Supervisor unable to run reports for integrated users Conditions: Supervisor is unable to run reports for uesr only with integrated environment. Standalone environment does allow allow the supervisor to set the permissions and hence run the reports. Workaround: Use Partition Administrator user to report on integrated agents. Further Problem Description: If the supervisor needs to see the list of agents to run the report against, supervisor needs to have permissions to view those agents.  However, the supervisor is unable to set the permissions (unable to view User objects) because the permissions tab does not provide an option to set permissions in the integrated environment. ... View more

Hello Kris, From the following 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_workflow.pdf Page 31 - 32 Typically, mapped agents do not have permission to pull activities from mapped or standalone queues or agents. But, mapped agents with the default administrator role can pull activities from mapped queues, any supervisory queue for the MRD to which they belong, and the Exception queue. They cannot pull from any other standalone queue. Mapped agents can transfer activities to mapped queues, but cannot transfer activities to mapped agents, standalone agents, or standalone queues. => Can you confirm that the behavior of this agent meets the above or do you feel this is not working as designed? => Can you attach screen shots of the permissions for this agent against the queues you are attempting to have them PULL and Transfer from? I'll watch for your reply. Kim ... View more

Question : Is there a technical reason for  the CIM no longer supporting CCX ? Answer : Not that I nkow of.  Truthfully, I'm not aware of the reason for stoping CCX integration with CIM at version 4.2(5).  Not a decision that was generally shared throughout the organization. Question : Will eGain direct products  integrate to CCX ? Answer : No, unless there is some integration that can be provided directly by eGain via their Professional Services team which would only be supported directly from eGain.  However, I have no knowledge of what types of offerings they may be able to provide you.  I will tell you that although the eGain product is what Cisco's product offering is based off of, the two are not the same.  The product that Cisco provides is specifically customized for Cisco.  I'm afraid that the only other option for our UCCX customers is to install CIM in a standalone deployment in order to take advantage of the newer 4.3(x) and soon 4.4(x) versions. ... View more

Hello Matt, 1. Are you able to let us know of any new features that may end up in  4.3.4? Answer : No, not really.  I can tell you if items are on the "road map" for future release but I need to be extremely careful of mentioning what , if any the version or ETA would be.  This is because items, if non-essential to the functioning of the product may be bumped to the next release of code if testing is not successful while the new version is in QA.  I just can't qualify any type of question regarding new features. 2. Is there a published API guide for CIM? It seems that  if you want to use any custom Java nodes in your work flows you have to  get Egain to do this for you. Answer : No.  These types of requests need to continue to go through eGain; http://www.egain.com/resellers/ . 3. When will CIM be supported in a  VMWare environment? If you purchase CIM through Egain this is already  supported which is pretty strange. Answer : I can tell you that VMWare support is on the roadmap.  What version, I can't confirm.  I will also say that the eGain product that you can purchase straight from eGain is a wholy different product.  Although the CIM product that Cisco offeres is built from particular version of eGain, the two products are separate and not interchangeable at all.  Individual testing must be completed by Cisco and eGain for VMWare support against CIM specifically even though the eGain version 9 or version 10 product may support it. Kind Regards, Kim ... View more

Thanh 1. Auto reply message can not display Vietnamese in auto reply  message. What I expect is the Unicode, but it send out with IOS-8859-1 charset by default. Answer : Currently Vietnamese is not supported.  The localized languages supported for CIM 4.3(2) are; Chinese (Simplified), Danish, Dutch, English, French, German, Italian, Japanese, Korean, Spanish, Swedish, Brazilian Portuguese, Portuguese, and Russian. NOTE: Chinese (Simplified), Japanese, and Korean user interfaces require operating systems in corresponding languages. 2. I can not type the Vietnamese in the rule text box: like I want to classify email base on Subject (subject contain a Vietnamese word). So I must copy the word from Microsoft Word and paste into the box. Answer : see above list of currently supported local languages. -> will CIM support Vietnamese on next version? Answer : I have searched internal WIKI sites and don't see that language mentioned.  However that does not mean it is not on the roadmap.  I do not have a definitive list of the future features or supported languages.  And truthfully, even if I did have a list of proposed updates I wouldn't be able to comment on them as testing will determine what is finalized and released.  I suggest you mention this to your Cisco Account team and have them enter a PERS (enhancement request) to make certain that support of that language is on the roadmap. 3. The agent web loading is quite slow, will it be faster on next version? Answer : Can't really answer that one unless we know why you are experiencing slowness.  There are a lot of reasons for slowness and the cause should be fully investigated before we can measure one version over the other.  Not all customers experience slow loading of the Agent UI.  I suggest you open a TAC Case for this question. 4. Can we send a file or a picture via chat window btw agent and customer? Currently, No.  You can push a web page using the following instruction; Sending Web Pages to Customers - During a chat session you can send web pages to customers. You can send web pages only for those chats that come through the entry points for which your administrator has enabled page pushing. To send a web page to the customer:     1. In the Information pane, go to the Cobrowse section.     2. In the Cobrowse toolbar, in the Address box, type the URL of the page you want to send to the customer.          If your administrator has configured any quick links, you can use them to quickly send the web page to the customer. In the Cobrowse toolbar, from the Quick Links button, select the URL of the page you want to view.     Select a URL - The page is displayed in the Cobrowse section of the Information pane. If this section is configured in the pop-up mode, the web page opens in the pop-up window.         3. In the Cobrowse toolbar, click the Send Page button. The customer receives this page and views its contents.     4. To send another page, repeat steps 2-4.         If the administrator has blocked any web pages then you cannot send them to the customer. The blocked pages do not get pushed to the customer, but you can view them in your view port. 5. When we will have a single signed on because now agent must login 2 time for voice and email/chat? Answer - Single sign on is currently available. I can direct you to two documents.  I will also give you a caveat to research this as much as you can and possibly test it in a lab environment. Here is why... CAD User Guide, page 61 states, "The integrated browser is not a version of Microsoft Internet Explorer. While the integrated browser and Internet Explorer share the underlying operating systems browser engine, there are many features that are part of Internet Explorer (such as tabbed browsing) that are not available to the integrated browser." This guide also states... Your administrator can configure specific web pages to display in each browser tab. If the administrator does not do this, the tab is blank. The problem that I have seen is that pop-up dialog boxes used for CIM open as "about:blank" as they open in TABs in CAD 8.0 http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/ipcc_enterprise/ipccenterprise8_0_1/user/guide/cad80cceug.pdf This appears to contrast with the fairly generic statement within the CIM documentation noted here... CIM 4.3.2 SRND, page 15 states, "The ability for agents to launch Cisco Interaction Manager within CAD Embedded Browser, and work with email, chat, and voice using a unified interface. http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/cisco_interaction_manager/cim_43/design/guide/im431srnd.pdf I strongly suggest that if you choose to use CAD for your single sign-on application for CIM and Cisco_Voice by accessing the CIM Agent UI via the embedded browser. 6. Will CIM support multitenancy for UCC Hosted in the incoming version? Answer : Explain in more detail what you mean by this question.  CIM currently supported multiple Departments which can be as separate and/or as shared as you intend. 7. Are there any way to set that any email send out will automatically delete the last email contain? I want a pure new email only but agent doesn't have to manually delete the old contain before make a reply. Answer : No.  There is currently no method for "deleting" an email at all.  To do so you need to archive the activities and then purge them to remove them. Thanks, Kim ... View more