AppManager for Cisco Integrated Contact Distribution helps you monitor the health, availability, and performance of Cisco Unified Contact Center Express (UCCX) environments.

This release improves usability and resolves previous issues. Many of these improvements were made in direct response to suggestions from our customers. We thank you for your time and valuable input. We hope you continue to help us ensure our products meet all your needs. You can post feedback in the AppManager forum on Qmunity, our community Web site that also includes product notifications, blogs, and product user groups.

This document outlines why you should install this module, lists installation requirements, and identifies known issues. For more information about installing this module, see the AppManager for Cisco Integrated Contact Distribution Management Guide, included in the download package.

Why Install This Release?

Release 7.0.48.0 of AppManager for Cisco Integrated Contact Distribution provides the following enhancement:

• New functionality in CallStatistics script. With this release, the CiscoICD_CallStatistics Knowledge Script provides the means to monitor the following types of calls: internal, redirect in, transfer in, and preview outbound. New parameters in the script let you determine the maximum number of calls that can be made before an event is raised. For more information, see the Help for the CiscoICD_CallStatistics Knowledge Script. (ENG281492)

In addition, this release resolves the following issue:

• AgentsLoggedOn job returns incorrect results. This release resolves an issue in which the CiscoICD_AgentsLoggedOn Knowledge Script job incorrectly calculates the number of logged-on agents and the total number of agents for UCCX version 7.0 and later. In version 7.0 and later, agent data is contained in a different table in the ICD database. With this release, a code change allows the script to retrieve agent data from the RtICDStatistics table in the ICD database, when UCCX version 7.0 or later is present. (ENG283867)

This release of the module replaces all releases discussed in Previous Releases.

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System Requirements

For the most recently updated list of supported application versions, see the AppManager Supported Products Web site.

AppManager for Cisco Integrated Contact Distribution has the following system requirements:

• At minimum, AppManager version 7.0 installed on the AppManager repository (QDB) computers, on the UCCX servers you want to monitor (agents), and on all console computers
• One of the following Cisco Contact Center applications installed on the agent computers:
  • Cisco CRA 3.0 or 3.1
  • Cisco IPCC Express Enhanced 3.0 or 4.0
  • Cisco IPCC Express/CRS 4.0
  • Cisco Unified CCS 7.0
  • Cisco Unified Contact Center Express 5.x or 7.0
• 32-bit Windows Server 2003 installed on the agent computers

For more information, see the AppManager for Cisco Integrated Contact Distribution Management Guide, included in the download package.

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Contents of the Download Package

AppManager for Cisco Integrated Contact Distribution includes a managed object, qCiscoICDa4.dll, and Knowledge Scripts to discover and monitor UCCX resources. The download package also includes this Readme, a management guide, Help for Knowledge Scripts, and several files that are used during installation or Control Center deployment:

• AM70-CiscoICD-7.0.48.0.msi, the application module setup program.
• AM70-CiscoICD-7.0.48.0.ini, a configuration file used with the AppManager setup program.
• AM70-CiscoICD-7.0.48.0.xml, a configuration file used for deploying the module with Control Center. This file is the file you check into the Control Center Web Depot.
• ckCiscoICD.exe, the pre-installation check used with the AppManager setup program.

When you download the module, these files are copied by default to the Program Files\NetIQ folder on the download computer. You should copy these files to the \windows_installation\setup\Setup Files directory on the same distribution computer on which you saved your main AppManager software and documentation. By doing so, you maintain all AppManager software in one location that is easily accessible when you want to add more repositories, management servers, or agents.

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Installing This Release

Install the module on all repository computers to install Knowledge Scripts, on each UCCX server you want to monitor (agent), and on all console computers to install the Help and console extensions. Run the setup program only once on each repository and agent computer.

For more information about installing this module, see the AppManager for Cisco Integrated Contact Distribution Management Guide, included in the download package.

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Known Issues

NetIQ Corporation strives to ensure our products provide quality solutions for your enterprise software needs. The module had no known issues at the time of release. If you need further assistance with any issue, please contact Technical Support.

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Previous Releases

This release of AppManager for Cisco Integrated Contact Distribution includes enhancements added in previous releases.

Release 7.0.44.0, December 2009

This release provided the following enhancement:

• Support for UCCX version 7.0. This release provides support for monitoring Cisco Unified Contact Center Express version 7.0.

In addition, this release resolved the following issue:

• CSQ_ServiceLevel job does not collect all data streams. Before you install this release, the CiscoICD_CSQ_ServiceLevel Knowledge Script job does not generate all "caller wait time" and "calls not meeting SLA" data streams for some service queues. No data stream is generated for the metric if even one data point is "-1." After you install this release, the ServiceLevel job correctly generates data streams for "caller wait time" and "calls not meeting SLA" for all data points that are not "-1." (ENG268469)

Release 7.0.39.0, April 2009

This release provided support for Cisco Unified Contact Center Express version 5.x. (ENG261762)

Release 7.0, October 2007

This release provided support for AppManager licensing. AppManager for Cisco ICD is licensed by the maximum number of agents logged on. For instance, if, at discovery, two agents are logged on, then the license count is two. If, at a subsequent discovery, five agents are logged on, then the license count is five. If the number of logged-on agents is reduced, the license count remains at five.

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Uninstalling This Module

You can use the Add or Remove Programs or Programs and Features option from the Control Panel to uninstall this module.

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Contact Information

Please contact us with your questions and comments. We look forward to hearing from you.

For detailed contact information, see the Support Contact Information Web site.

For interactive conversations with your peers and NetIQ experts, become an active member of Qmunity, our community Web site that offers product forums, product notifications, blogs, and user groups.

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Legal Notice

NetIQ AppManager is covered by United States Patent No(s): 05829001, 05986653, 05999178, 06078324, 06397359, 06408335.

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