Blended Agents are not Assigned Email Activities from ICM

Document ID: 107529

Updated: Jul 09, 2008

Download PDF

Problem

Introduction

If an agent belongs to a blended skill group that the agent is able to log in to Cisco Interaction Manager, but that agent is not shown as logged in ICM through script editor. As a result, the email is not assigned to this agent from ICM. This document discusses the workaround for this issue.

Prerequisites

Requirements

Cisco recommends that you have knowledge of these topics:

Cisco Interaction Manager (CIM)
IP Contact Center Enterprise

Components Used

The information in this document is based on the CIM 4.2(4) .

The information in this document was created from the devices in a specific lab environment. All of the devices used in this document started with a cleared (default) configuration. If your network is live, make sure that you understand the potential impact of any command.

Conventions

Refer to Cisco Technical Tips Conventions for more information on document conventions.

Problem

Blended agents are not assigned email activities from ICM.

Condition: Cisco Interaction Manager 4.2(4) integrated with Unified Contact Center Hosted/Enterprise. Blended agents were associated with both email and voice skill groups.

Solution

Complete this procedure in order to determine if a customer needs to deploy the ES on top of their Cisco Interaction Manager 4.2(4) system for Contact Center Enterprise:

Navigate to the <CIM>/eService/lib/int directory on the file server.
Right-click the egpl_application_server.jar file, and choose Properties.
Check the value of the Size property.
- If the Size property is not 12,187,451 bytes, the customer must deploy CIM 4.2(4) ES1:
  
  http://www.cisco.com/pcgi-bin/tablebuild.pl/e1728968fe17d5995867d3cd1e9156f4
- If the Size property is 12,187,451 bytes, no action is required. Engineering has provided a new release to resolve this issue. This release is version 4.2(4)a and replaces the 4.2(4) release posted on May 09, 2008.

Note: The size of the egpl_application_server.jar file in the old 4.2(4) patch installer is 12,187,420 bytes. Please follow the instructions outlined in the release notes to complete the installation.