Cisco Unified Intelligent Contact Management Enterprise

This document discusses two compatibility issues between Cisco Intelligent Contact Management (ICM) version 4.6.1, 4.6.2, 5.0, 6.0, 7.0 and Remote Monitoring Services (RMS) 2.0 and RMS Service Release 1 and the EMS File Update.

A. When your configuration combines a Cisco ICM version greater than 4.6 and Cisco RMS 2.0, two compatibility issues emerge. The first issue is related to phone home events from ICM version 4.6.1 and greater to the RMS 2.0 Listener. Because the RMS 2.0 Listener contains ICM 4.6 resource dynamic link library (DLL) files, it can not decode the new ICM version 4.6.1 and greater events from the Event Management System (EMS) records. A generic error message is generated.

Complete these steps to resolve this issue for ICM 4.6.1, 4.6.2 and 5.0:

1. Download Cisco Remote Monitoring suite Service Release 1.0.
2. Follow the directions included with the Service Release.

Complete these steps to resolve this issue for ICM 6.0 and 7.0:

1. Download Cisco Remote Monitoring suite Service Release 1.0.
2. Follow the directions included with the Service Release.
3. Install the RMS Event File Update (located on the ICM 6.0/7.0 CD).

You must install these updates on the RMS Listener and all RMS Alarm Tracker clients.