email manager webview

Answered Question
Jul 30th, 2007
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i am trying to install the email manager option 5.0 and integrating it with icm 7.0. when i try to access my webview for email i get error as "http 404 page not found". i tried all the troubleshooting solutions given in the cisco bug tool kit but even then iam not able to resolve. kindly could some one help me out in this issue. Also i get a error log as connection to t server failed.could any one help me out in this.

Correct Answer by Gergely Szabo about 9 years 10 months ago

Oh. Problem.

Problem. Problem. Big problem. I don't know whether this can be solved.


I know it is never mentioned in the CEM 5.0 installation, but when you install a service release and you read the release notes, it is written there:



Creating an instance of CEM 5.0(0) with the instance name ?CEM? or ?cem? will cause a UI Server malfunction. Use of the name ?CEM? or ?cem? is therefore, reserved and should never be used for instance naming in any form.



http://www.cisco.com/web/ccbu/CEM/5/0/0/8/0/0/CEM5.0.0_SR8_Release_Notes.pdf


I have seen that problem before: the webview just would not start up if the instance name is CEM.


This is totally weird, if you go to the ICM Multichannel Option training, you will install a CEM instance named "CEM". Funny, right ?


G.

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Gergely Szabo Mon, 07/30/2007 - 06:46
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Hello,


can you please post the tserver.log ?


Is the CEM working at all ? (I mean do the emails get routed by ICM to agents ?)


G.

hari.kanan Mon, 07/30/2007 - 07:05
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thanks for your response.my cem is working fine.. and am able to route my emails. except for this webview reporting.. iam also attaching my new atlanta servlet exec log along with the tserver log.

thanks



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Gergely Szabo Mon, 07/30/2007 - 21:24
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Hello,


I am pretty sure there is something wrong with CONAPI.

If you log into the CEM admin web interface and navigate to API servers, do you see anything connected there?

And what is the integration state look like?



hari.kanan Mon, 07/30/2007 - 23:55
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HELLO,

i dont see any api server connections on my cem admin page or how do i check it otherwise.when checked for the logs i can see conapi connections initialized successfully.let me again post the latest t server logs which was taken today morning.



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Gergely Szabo Tue, 07/31/2007 - 00:01
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Well to be honest I have no idea now what it could be...


CONAPI status may be checked by logging into the CEM administration > API servers

lars.askov Tue, 07/31/2007 - 00:50
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Hi


First of all the webview problem - if you in a browser write http:\\"ip address of your UI Server"\cem\"instance name" what do you get???


This is the direct address to Webview for CEM.


Next, if you log into the CEM admin page (http:\\"ip address of your UI Server":8088, 8088 is probably the port used if you have made a default installation of CEM) try to look at the integration state. (I think this is at configuation\advanced settings\integration state or at diagnostics\integration state, I can't remember exactly :-)) Is all three processes up and running??


We had a similar problem where we couldn't get ARM up and running, and this was solved this way


To try and enable the peripheral do the following:

- From an AW, start ICM config manager, and from the "Options ->

Application Object Filter" dialog, disable the AOF providing the superuser

password (default is "password").

- Load the Application Path List Tool, and locate the application path entry

for the cem instance and click on it and delete it.

- Save and exit the tool and the Configuration manager.

- Start CEM services and re-enable the peripheral(s).

- Run Verify and Sync utility to cleanup the configuration.


And have you tried to run the verify and synch tools??


Kind Regards


Lars Askov

hari.kanan Tue, 07/31/2007 - 07:31
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hi,

thanks lars.

when i open the webview page i get get an error as"http 404 page not found".

then on my cem admin page i see the conapi connections is established and the all the services are running on the integration state window.i fisrt had the problem of ARM services not running then i changed the CTI server port in the agentPG to cti listening port.

yeah i tried the verify and sync tools.

but still facing the same problem with my webview page.

hari.kanan Tue, 07/31/2007 - 06:02
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hi,

when i check the conpai status in the api servers configuration i get a connection state as yes.

in the integration state my conapi and mri services are running but my arm service is down.

Gergely Szabo Tue, 07/31/2007 - 06:50
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ARM is actually the Agent Reporting Module...


Can you please check:

1. on ICM AWS: ICM Config: PG Explorer: do you have CTI servers set for the Agent PG?

2. on the CEM: CEM configuration: do you have the correct peripheral set?


hari.kanan Tue, 07/31/2007 - 07:27
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the CTI servers ip address is set for the agent pg with the CTI listening port and the callmanager peripheral is set for cem.

now my three services are running but my webview page is still showing the error as "http 404 page not found".

note: should i configure the cti listening port or the cti server port(CG1A port)

Gergely Szabo Wed, 08/01/2007 - 06:51
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Hello,


yes, the CTI server listening port (42027 is by default).


Actually, I am out of ideas... Can't you reinstall Webview on the CEM machine ?

hari.kanan Fri, 08/03/2007 - 06:24
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hi,

can i install all the three servers(cem,ui and webview servers) all together in one server.

the reason why am asking is when i install webview on a different server i am able to access the webview page.

Gergely Szabo Fri, 08/03/2007 - 06:26
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Well, yes, you may install it on one server...


What is the instance name of the CEM, by the way?

hari.kanan Fri, 08/03/2007 - 06:33
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hi,

the instance name is cem. i just followed the default installation.

when i install webview on the same server iam not able to access the webview webpage.it says"http 404 page not found". i think there could be a port conflict.

Correct Answer
Gergely Szabo Fri, 08/03/2007 - 06:46
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Oh. Problem.

Problem. Problem. Big problem. I don't know whether this can be solved.


I know it is never mentioned in the CEM 5.0 installation, but when you install a service release and you read the release notes, it is written there:



Creating an instance of CEM 5.0(0) with the instance name ?CEM? or ?cem? will cause a UI Server malfunction. Use of the name ?CEM? or ?cem? is therefore, reserved and should never be used for instance naming in any form.



http://www.cisco.com/web/ccbu/CEM/5/0/0/8/0/0/CEM5.0.0_SR8_Release_Notes.pdf


I have seen that problem before: the webview just would not start up if the instance name is CEM.


This is totally weird, if you go to the ICM Multichannel Option training, you will install a CEM instance named "CEM". Funny, right ?


G.

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