AppManager for Cisco Intelligent Contact Management helps you manage and monitor resources for Cisco Unified Contact Center Enterprise (UCCE), once known as Intelligent Contact Management. UCCE provides contact routing and call treatment across several geographically distributed call centers over an IP infrastructure.

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 that our products meet all your needs. You can post feedback in the AppManager forum on NetIQ Communities, our online community that also includes product information, blogs, and links to helpful resources.

The documentation for this product is available on the NetIQ Web site in HTML and PDF formats on a page that does not require you to log in. If you have suggestions for documentation improvements, click comment on this topic at the bottom of any page in the HTML version of the documentation posted at the AppManager Modules page. To download this module, log into the AppManager Module Upgrades & Trials page.

What's New?

This release provides the following enhancement:

Support for Cisco Unified Contact Center Enterprise versions 10.x, 9.x, and 8.x. This release now supports Cisco Unified Contact Center Enterprise versions 10.x, 9.x, and 8.x. For more information, see the System Requirements.

This release of AppManager for Cisco Intelligent Contact Management replaces all 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 Intelligent Contact Management has the following system requirements:

AppManager 7.0 or later installed on the AppManager repository (QDB) computer, on all agent computers, and on all console computers
Note Support for Windows Server 2008 on AppManager 7.x requires AppManager Windows Agent hotfix 71704 or later. For more information, see the AppManager Suite Hotfixes page.
One of the following Microsoft operating systems installed on the agent computers:

Windows Server 2008 R2
Windows Server 2008 (32-bit and 64-bit)
Windows 2003 Server (32-bit and 64-bit)

AppManager for Microsoft Windows module, version 7.6.170.0 or later, installed on repository, agent, and console computers
Cisco Unified Contact Center Enterprise versions 10.x, 9.x, or 8.x installed on the agent computers
Microsoft Internet Information Services version 5.x or later installed on the agent computers

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

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Contents of the Download Package

AppManager for Cisco Intelligent Contact Management includes a managed object, qCiscoICMa4.dll, and Knowledge Scripts to discover and monitor UCCE resources. The download package also includes this release notes file, a management guide, Help for Knowledge Scripts, and several files that are used during installation and/or Control Center deployment:

AM70-CiscoICM-7.1.77.0.msi, the module installer.
AM70-CiscoICM-7.1.77.0.ini, a configuration file used with the main AppManager setup program.
AM70-CiscoICM-7.1.77.0.xml, a configuration file used for deploying the module with Control Center. This is the file you check into the Control Center Web Depot.
AM70-CiscoICM-7.1.77.0-RepositoryFiles.exe, a compressed file that contains the QDB and console files. You do not need to run this file during installation.
ckCiscoICM.exe, the pre-installation check used with the main AppManager 7.0 setup program

When you install the module, these files are saved by default in the local folder on the download computer. Consider saving these files in the \windows_installation\setup\Setup Files folder on the distribution computer where you saved your AppManager software. 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 Module

Run the module installer to install the module components in the following locations:

On the computers you want to monitor (agents) to install the agent components
On all console computers to install the Help and console extensions

Run the module installer only once on each of these computers.

You must also install the Knowledge Scripts. You can install these components into local or remote QDBs.

Important This release provides SQL stored procedures. To ensure module functionality, run the module installer for each QDB attached to Control Center.

When installing to each QDB, select the option to install Knowledge Scripts, and then specify the SQL Server name of the server hosting the QDB, as well as the case-sensitive QDB name. Microsoft .NET Framework 3.5 is required on the computer where you run the installation program for the QDB portion of the module. For computers running more recent versions of Windows operating systems that use a newer version of .NET, install .NET 3.5 with the Add Roles and Features wizard in Windows Server Manager, as described in this Microsoft article.

Install Knowledge Scripts and Analysis Center reports only once per database. The module installer now installs Knowledge Scripts for each module directly into the QDB instead of to the \AppManager\qdb\kp folder as in previous releases.

For more information about installing this module, see the AppManager for Cisco Intelligent Contact Management 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. AppManager for Cisco Intelligent Contact Management 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 Intelligent Contact Management includes enhancements added in previous releases.

Release 7.1.53.0, October 2010

With this release, AppManager for Cisco Intelligent Contact Management no longer requires the Admin Workstation to reside on the Central Controller server.

Release 7.1.43.0, December 2009

This release resolved the following enhancements:

Support for Unified Contact Center Enterprise version 7.5. This release supports the monitoring of Cisco Unified Contact Center Enterprise version 7.5.
Finer control over database queries. Knowledge Scripts that query the Central Database provide a new parameter that lets you control where in the database the query begins. The new parameter is called On subsequent runs, query database for extended time range?

Hotfix 71261, October 2008

This release resolved the following issue:

Knowledge Script jobs return no data. Before you install this release, Knowledge Scripts jobs for several scripts do not generate data streams because the Discovery_CiscoICM Knowledge Script cannot locate the Cisco ICM Central Database. The Central Database contains the data queried by these Knowledge Scripts. After you install this release, the Knowledge Scripts generate data streams because modifications to the Discovery_CiscoICM Knowledge Script allow it to obtain the name of the Central Database. (ENG252299)

Release 7.1, July 2008

This release provided the following enhancements:

Support for ICM/IPCC version 7.2. This release supports the monitoring of ICM/IPCC version 7.2 environments.
Support for monitoring alarms. This release offers a new Knowledge Script, ICM_Alarms, which lets you monitor the log on the ICM server for error, warning, and informational alarms.

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Contact Information

Our goal is to provide documentation that meets your needs. If you have suggestions for improvements, please email Documentation-Feedback@netiq.com. We value your input and look forward to hearing from you.

For detailed contact information, see the Support Contact Information page.

For general corporate and product information, see the NetIQ Corporate Web site.

For interactive conversations with your peers and NetIQ experts, become an active member of our community. The NetIQ online community provides product information, useful links to helpful resources, blogs, and social media channels.

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Legal Notice

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