How to Troubleshoot the ICM

The Intelligent Contact Management, or ICM, is a component of the Cisco Enterprise software suite that manages intelligent network and telephony integration. It is a particularly complicated software suite. To troubleshoot it, you need to have a thorough understanding of the Cisco Unified ICM Enterprise Edition and Cisco Collaboration Server.

Instructions

1. Move the email to the exception queue and restart the External Agent Assignment Service if, while during Cisco Unified Web and E-Mail Interaction Manager (EIM/WIM), email requests to the ICM suddenly come to a halt. This occurs when the EIM/WIM improperly classifies an email request.

2. Define Language and Local Language values within the registry if, after applying an ICM hotfix, you encounter this message: "Note: Hotfix contain localize file. Hotfix will be applied based on localize language." Perform this by navigating to 1 of the below keys and changing the Language Value to English(American) and the Local Language value to enu:

   ICM Version <5: HKEY_LOCAL_MACHINE\SOFTWARE\GeoTel\ICR\SystemSettings

   ICM Version 5+: HKEY_LOCAL_MACHINE\SOFTWARE\Cisco Systems, Inc.\ICM\SystemSettings

3. Enter a new key in the registry if the agent name appears garbled in Agent Explorer. Perform this by opening the registry, navigating to HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\MSSQLServer\Client\DB-Lib, adding the key "AutoAnsiToOem" and giving it the value "ON."

References

• Cisco: Troubleshoot ICM Agent Chat Issue
• Cisco: Troubleshoot ICM Language Issues
• Cisco: Troubleshooting Cisco ICM When The Real Time Feed In The Script Editor