CCE Service Pack Release Notes

Transcription

1 CCE Service Pack Release Notes June 2011

2 Contents 1. Introduction Scope Recommended CCE Service Pack Installation and Configuration Guidelines CCE Service Pack Package Installation Prerequisites for Installing CCE Service Pack Downloading the CCE Service Pack Back-Up Instructions Server Upgradation Stop CCE Services on CCE Servers Upgrade CCE Services Upgrading the Database CCE Patch 1 Hotfix Client Upgradation Verification Instructions Server Components Client Component Rollback Instructions Server Client Issues Fixed in Service Pack Issues fixed in CCE Issues fixed in CCE Issues fixed in CCE Issues fixed in CCE Issues fixed in CCE Known Issues and Resolution Running Configuration server on Windows 2008 OS Invalid Queue Values for ASMediadirector CCE MS-CRM VDN Call Profile Report CCE Reporting Guide - Agent Attendance CCE Reporting Guide - Agent Graphical Time Spent Daily Settings for Time Zones which are not a multiple of full hours Virtual Agent Disable IDS Media Store Trace logs Creating ASMSDataX database (Issue 13449) Removing old ASMSDataX database (Issue 13449) Non-administrator user Reporting Access Digitally Signed s (Issue / 13591) Agent State in Presence (Issue 13403) Display Proper Language in Notification by Using Last Agent State (Issue 13865) Activities in the MSCRM public queues (Issue 14018) Forward to RE (Issue 13992) Additional Information CCE Service Pack June 2011

3 5.1. Issue IDS-V&P Fail to Monitor Devices When AES-CM Link goes down and comes up Issue RONA Feature in Multimedia Issue The total call counter to set the total agent available Issue UUI removed from parameter list - Documentation Issue ACD Calls(Agent Attendance Report), Calls IEMSUpgradeUtility Crash Issue Contact Center Express Desktop User Guide Documentation Correction Issue Contact Center Express Desktop User Guide Documentation Correction Issue When ASMSControl grows bigger and has several data DB, Stored Procedure getassociatedatasets is slow to respond Issue Contact Center Express Reporting User Guide Documentation Correction Issue Media Store User Guide- Documentation Correction Issue Contact Center Express Reporting User Guide Documentation Correction CCE Service Pack June 2011

4 1. Introduction The Contact Center Express Service Pack Release Notes provides information such as enhancements, defects fixed and known defects in this release. This document provides late-breaking information to supplement Contact Center software and documentation. For updated documentation, product support notices, and service pack information, go to the Avaya Support Center Web site at Scope This software update is only intended to be installed against the following release(s) of Contact Center Express: CCE 4.1 CCE CCE CCE HF1 CCE Patch 1 CCE CCE Patch 1 CCE CCE Patch 1 It cannot be installed on top of CCE 4.1 Hotfix 1 (see Page 3). Make sure that all of the provided setups will be installed on the system. CCE Service Packs are cumulative. That means that CCE Service Pack includes all the updates of earlier Hotfixes and Service Packs. Therefore you don t have to install CCE before you install CCE To deploy the CCE Service Pack on either of the releases specified above, all of the following listed steps must be done: -Installation of the CCE server processes which are part of the Service Pack -Installation of the CCE Client applications which are part of the Service Pack -Updating Deployed SSRS CCE Reports -Updating Database Recommended CCE Service Pack Installation and Configuration Guidelines To deploy the CCE Service Pack on a CCE 4.1, CCE 4.1.1, CCE 4.1.2, CCE patch1, CCE 4.1.3, CCE Patch 1, CCE or CCE Patch 1, the following steps outline the procedures that need to be performed for installing and configuring. 1. Check whether you have received all the installation files for the CCE components included in the CCE service pack. 2. Ensure your system confirms to the prerequisite. 3. Stop CCE services on servers 4. Stop Desktop process on Agent side. 5. Install/Upgrade CCE servers. 6. Install/Upgrade client (Agent desktop) application. CCE Service Pack June

5 7. Configure Reporting(If already not configured). 8. Start CCE services and agent side process. 9. Verify Installation 1.2. CCE Service Pack Package Name of Service Package: CCE_4.1.5.iso MD5 Checksum: f e5bb902e00d820477e759cb7 2. Installation 2.1. Prerequisites for Installing CCE Service Pack This section describes the prerequisites for installing the CCE Service Pack. Before you install CCE Service Pack you must have CCE 4.1.x installed on your system Downloading the CCE Service Pack You can download the CCE Service Pack files from the Avaya Support Web site. To download CCE service pack: 1. Click the Download My Software link. 2. At the Login screen, enter your login id and password, and click Login. 3. If you do not have an Avaya SSO Login username and password, select Register Now to create them. 4. Click Contact Center Express (CCE). 5. Click the appropriate CCE service pack software to download. 6. Save it in an appropriate folder from where it may be used for installation Back-Up Instructions Before beginning an upgrade, it is highly recommended to back up the existing working environment as follows: 1. Backup the databases (ASContact, ASMSControl, ASMSDatax, ACS) 2. Backup all the.ini files of the CCE server components and CCE desktop applications running on the server CCE Service Pack June

6 Important: If you have installed the CCE 4.1 Hotfix 1 (Contact Center Express Desktop ) on the computer, then first uninstall the CCE Desktop, before you install the CCE Service Pack. To check if the CCE 4.1 Hotfix 1 is installed on your client computer open Add or Remove Programs Start / Settings / Control Panel / Add or Remove Programs Search the Contact Center Express Desktop in the Add or Remove Programs If you find the above shown Version of the Contact Center Express Desktop, then the CCE 4.1 Hotfix 1 is installed on the computer. Uninstall the CCE Desktop, before you install the CCE Service Pack. Use the Button to uninstall CCE Desktop If you are using the ini file instead of the Configuration Server, be aware to back up the ini file of CCE Desktop before you uninstall it. After successful uninstallation, install CCE Desktop of CCE 4.1 GA, and then upgrade the desktop by running the CCE Service Pack installer. CCE Service Pack June

7 Check this on each of the CCE client computer. Important Mandatory Pre-requisite Install Microsoft Visual C Service Pack 1 Redistributable Package ATL Security Update. This update can be downloaded from Microsoft site Server Upgradation This section describes in details the steps for upgradation Stop CCE Services on CCE Servers Before you run the CCE Service Pack Installer, ensure that all CCE services listed in appendix1 are stopped. All setups that update CCE services will stop them during installation. Nevertheless it is strongly recommended to stop all CCE services in advance manually.you can use Windows Service Control panel to stop all CCE Services Upgrade CCE Services To install Contact Center Express Server Service Pack 5 1. Close all open applications. 2. Run the setup.exe file. The system displays the Choose Setup Language dialog box. 3. From the drop-down list, select the language you want to use for the installation and click OK. CCE Service Pack June

8 4. Click Server. CCE Service Pack June

9 5. Select License Director and follow the steps of the License Director Setup. 6. Select Configuration Server and follow the steps of the Configuration Server Setup. 7. Select Interaction Data Server and follow the steps of the Interaction Data Server Setup. 8. Select Task Director and follow the steps of the Task Director Setup. 9. Click 10. Select Media Director and follow the steps of the Media Director Setup 11. Select XML Server and follow the steps of the XML Server Setup 12. Select Application Management Service and follow the steps of the Application Management Service Setup. 13. If you are using Virtual Agent then select Virtual Agent and follow the steps of the Virtual Agent Setup 14. Click Media Stores CCE Service Pack June

10 15. Select Preview Contact Media Store and follow the steps of the Preview Contact Media Store Setup. 16. Select Simple Messaging Media Store and follow the steps of the Simple Messaging Media Store Setup. 17. Select Media Store and follow the steps of the Media Store Setup. 18. Select Voice Media Store and follow the steps of the Voice Media Store Setup. 19. Click Back CCE Service Pack June

11 20. Click Media Gateways CCE Service Pack June

12 21. Select Web Chat Gateway and follow the steps of the Web Chat Gateway Setup. 22. Select MSN Messenger Gateway and follow the steps of the MSN Messenger Gateway Setup. 23. Select AOL-ICQ Instant Messenger Gateway and follow the steps of the AOL-ICQ Instant Messenger Gateway Setup. 24. Select Communicator Gateway and follow the steps of the Communicator Gateway Setup. 25. Select Short Message Service Gateway and follow the steps of the Short Message Service Gateway Setup. 26. Select XMPP Gateway and follow the steps of the XMPP Gateway Setup. 27. Exit 28. Reboot the server machine. Note: At the end of Interaction Database Server Setup if there is a message saying: Service failed to start. This message can occur even when the service started successfully. Refer to chapter Verification instructions, to check if all services started successfully Upgrading the Database. For upgrading the database first upgrade the control panel (AMS) to ASMSDataX 2. ASMSControl You have to upgrade the Database by using the Database Management Upgrade Database of the Control Panel Simply right-click on the relevant database node. 2. Once the database server has been checked, the following screen display will appear. CCE Service Pack June

13 Note: The Version number of ASMSDataX stays at and ASMSControl is upgraded to from After you complete the Avaya CCE Server upgradation, restart the CCE services on servers CCE Patch 1 Hotfix 1 The CCE Patch 1 Hotfix 1 provides correction for the Issue 13409: Issue Description: In some cases the XML server stops monitoring the stations and VDN. If this Hotfix is necessary for your system, then follow the steps described below. The fix consists of two modifications: 1. Modification of the CCE XML Server 2. Modification of the AES TSAPI Client. Part one (XML server) is already included in CCE Part two has to be installed as described below, if the hotfix is required. 1. Stop all services which are using the csta32.dll (Call Routing Server, XML Server, Interaction Data Services) 2. Copy csta32.dll from DVD\Utilities\Avaya AES Client\AES_Hotfix to windows\system32 directory of CCE installer DVD. CCE Service Pack June

14 3. Start all services using the csta32.dll (Call Routing Server, XML Server, Interaction Data Services) 2.5. Client Upgradation Before you run the CCE Service Pack installation on client side, ensure that all CCE client processes are stopped. All setups that update CCE client will stop them during upgradation. Nevertheless it is strongly recommended to stop all CCE services in advance. To install Contact Center Express Client Service Pack 5 1. Close CCE Desktop/Reporting applications. 2. Run the setup.exe file. The system displays the Choose Setup Language dialog box. 3. From the drop-down list, select the language you want to use for the installation and click OK. CCE Service Pack June

15 4. Avaya Contact Center Express Application Selection dialog box is open. 5. Click Desktop. CCE Service Pack June

16 6. Select Contact Center Express Desktop and follow the steps of the Contact Center Express Desktop Setup. 7. Select Interaction Contact Center Express Reporting and follow the steps of the Contact Center Express Reporting Setup. 8. Exit. After you complete the Avaya CCE Service Pack client upgradation, restart the CCE client machine Verification Instructions This chapter describes how to verify if the installation of the Service Pack has been successful Server Components Verification steps for server components: 1. Open the services of Windows (services.msc from command prompt). 2. Look for the upgraded components if they appear and if they are started Active Configuration Server AS AOL-ICQ Instant Messenger Gateway AS Application Management Director AS Communicator Gateway AS Media Store AS Interaction Data Server - Multimedia AS Interaction Data Server - View AS Interaction Data Server - Voice and Presence AS License Director AS Media Director AS MSN Messenger Gateway AS Preview Contact Media Store AS Simple Messaging Media Store AS SMS Gateway AS Task Director AS Virtual Agent AS Voice Media Store AS Web Chat Gateway AS XML Server AS XMPP Gateway Some of the server components can also be verified with following steps: 1. Open the CCE Control Panel 2. Look at the left side of the Control Panel and verify that the upgraded components appear in the tree view Servers Media Director AOL-ICQ Instant Messenger Gateway Communicator Gateway CCE Service Pack June

17 Task Director License Director Configuration Server Interaction Data service MSN Messenger Gateway Short Message Service Gateway Web Chat Gateway XMPP Gateway Media Store Simple Messaging Media Store Voice Media Store Preview Contact Media Store XML Server Virtual Agent Client Component Verification steps for Client components: 1. Start the client (Desktop/Reporting) application 2. The application starts up and is running. 3. Log in with an agent 4. Go to Control Panel and under Media Directors->Media Clients, in the summary the above agent should be listed Rollback Instructions This chapter describes how to remove the Service Pack, if malfunction of your system occurs Server To get back to the last working state: 1. Uninstall the server components the service pack includes 2. From the CCE 4.1 /CCE 4.1.1/CCE 4.1.2/CCE HF1/CCE Patch 1/CCE 4.1.3/CCE Patch1/CCE 4.1.4/CCE Patch 1 Installer, install the components that were uninstalled in the step Restore the ini files for the server processes you have installed 4. Restore the databases (ASContact, ASMSControl, ASMSDatax, ACS) 5. Restart CCE services Client To get back to the last working state: 1. Uninstall the client components the service pack includes CCE Service Pack June

18 2. From the CCE 4.1 /CCE 4.1.1/CCE 4.1.2/CCE HF1/CCE Patch 1/CCE 4.1.3/CCE Patch1/CCE 4.1.4/CCE Patch 1 Installer, install the components that were uninstalled in the step Restore the ini files for the client you have installed 4. Restart CCE client. 3. Issues Fixed in Service Pack The following table lists the MRs/WIs that are fixed in CCE 4.1 Service Pack 3.1. Issues fixed in CCE Issue Number Component Issue Summary Voice Plugin When the CCE Desktop is minimized and having no other application (e.g. Dashboard, any other work item, external application) opened at desktop, voice calls are getting auto answered IDS Server Held call value increments every time agent puts a call on hold ASMSControl Database getworkcodehistory Stored Procedure will not work if the Collation of the SQL server is non-english Presence Plugin The offhook Phone symbol is not shown for an agent who is on call Supervisor Plugin Before placing monitors, the Supervisor code checks if the extension is an Integer. Since this is a 11 digit extension, the monitor fails. As a result of which Monitors are never placed. Since Monitors are not placed we do not get any csta related events Voice Media Store VMS crashes on high load as the thread which writes to database gets blocked due to locks IDS V&P When an agent in available state logs off using feature accesscode, agent availability of the skill is decremented twice IDS V&P CallsHolding at a skill is not decremented when the call of a skill is retrieved IDS V&P CallsWaiting is representing CallsInQueue while writing to database, and CallsInQueue is not handled when a call is abondoned when the call is in queue IDS V&P When an agent has multiple skills like 5 skills or more, due to race condition, agent state is updated before IDSVP processes CSTA_Ready event due to which agent is available for few skills and unavailable for other skills which is not valid Media Store Media Store Queue stops processing outbound s when a particular comes to that queue Real-time Reporting Split Skill column in Real-time agent report is always empty. Plugin Plugin Send button functionality is not working in the same manner CCE Service Pack June

19 when agent enters the Advanced WorkCode before & after sending the mail. When the agent clicks on Send for Reply to /reply to all recipients/forward /forward, the AWC window pops out (if AWC is configured). After saving the workcode, the workitem should disappear from desktop. Instead, agent has to press Send button again for the workitem to disappear IDS V&P Station DN does not get cleared when agent logs out of station until the next statistical interval is started IDS V&P When service starts with blank INI file or no INI at all, it will write all configurations in INI file or create a new one. But it seems that parameters VDN and Station are missing under [switch 1] section Rules Plugin Comma-Separated Arguments are not read properly by Rules UI Preview Contact Media Store The Activities in the MSCRM Public queues are being indefinitely duplicated by PCMS. NOTE: This fix does not work in case if the schedule is off/ expired and PCMS restarted, there will be one set of duplicates created for every restart Issues fixed in CCE Issue Number Component Issue Summary IDS Server The version of the sever component was increased to IDS Multimedia The counter for interactions waiting in IDS multimedia is populated from the XML event "QueueProgressUpdate" raised by EMS Contact Center Express Desktop If Agent has Auto answer (acd or all) configured for voice call. In CCE desktop INI file. Bring Forward Work Item If Call Answered By Other Means set to true. And Close Voice Work Item Window On Call Dropped set to true. VMS have advance work code configured. Then Voice WorkItem window should be created and work code popup should appear after closing call by customer, even if main window is minimized ASCalculator Plugin In Calculator, 'comma separator' should work similar to 'dot separator' in French local Dashboard Plugin Configuration server should not crash even after multiple entries of dashboard by multiple agents Voice Plugin. When agent initiates consult conference call to supervisor,' Complete Conference' button is enable at agent-customer call window Rules Plugin On CCE Desktop customer can't launch CCE rules window, issue will happen only when they have "stop" condition in the above rule. CCE Service Pack June

20 13775 Supervisor plugin Supervisor displays incorrect Agent State for its monitored agents XML Server XML Core dumps is fixed. After deleting pointer object, a null is assigned to the pointer XML Server Accommodated the relevant suggestions collected by Coverity analyzer. XML Core dumps is fixed XML Server A valid thread id for Composer thread is returned if it's returned as zero Media Director Call Pickup feature will work properly even if the VMS is monitoring a non-voice VDN Configuration Server Error log levels can be changed and set to diagnostic levels (e.g. 129) for Configuration Server using Configuration Server Manager Media Store If an interaction ( ) is opened for viewing from History Plugin in CCE Desktop, EMS queues this interaction incorrectly to Media Director. As a result of which, the same closed interaction is sent again to an available agent for processing Autotext Plugin When the list of workcodes goes beyond the Advanced Workcode window, clicking on a value that is outside the window results in closing of the Advanced Workcode window. The agent has to open the workcode window again, in order to save the selection of workcodes Media Store attachments received from a particular customer arrives without attachments at CCE Agent Desktop. The raw data on those messages shows 'Content- Disposition: Adjunto' instead of the common Content Disposition values 'Inline' and 'Attachment' Autotext Plugin WorkCode menubar item of CCE Desktop appears above third party application and blocks display of the third party application window. Pre-requisite: 1. Agent should be configured for auto answer ACD or All. 2. The Bring Forward Work Item If Call Answered By Other Means option should be enabled in the CCE desktop application. Tools -> Option->Voice tab. This issue occurs intermittently at the CCE Desktop Media Store When EMS receives a particular message, media store gets blocked and cannot process other messages in the queue. This message will be processed continuously unable to parse the subject line. The particular encoding of the subject line was not properly parsed by Media Store Media Store When media store receives a particular message EMS queue will be blocked. So we change the subject line with English words so that the message will be processed. Now the agent receives the on CCE desktop where the attachment is missing. The formatting of the attachment was not properly decoded by Media Store Spell-Checker Plugin Selecting French as the dictionary and French as the Language Parser doesn't have any effect on the Spell-Check. The suggestions shown are still taking the English dictionary. CCE Service Pack June

21 13907 Short Message Service Gateway In fact, none of the foreign dictionaries work in Spell-Check. The suggestions shown are always considering the English dictionary. While establishing SMPP session if length of Bind request response is more than predefined bytes, it throws exception and SMS Gateway Remote Service gets disconnected Voice Plugin When following configuration is set, phantom call is not getting disconnected after completion of an . Automatically Drop Phantom Call option of Program is disabled CM Settings: Auto Answer property of Station = None Auto Answer property of Agent = ACD or All IDS V&P Server The Staffed Time in SplitSkill historical report is not equal to (Total Talk Time +Total acw Time +Total other Time +Total wait Time +Total available Time +Total aux Time) IDS V&P Server In Wallboard, Average Wait Time and Shift Average Wait Time parameters for VDN are never calculated for realtime information. They are always zero ASMSControl Database The Agent Login-Logout (Skill) report will not span Data1 and Data2 when the user enters This Year as a date parameter ASMSControl Database GetConversationHistory fails to retrieve history across multiple database with same conversationid IDS V&P Server Wallboard hangs when IDS View Server is flooded with client requests IDS V&P Server In some scenarios Agent Availability counter is not updated properly CCE Desktop/Reporting Uninstall Issue of Media Proxy is fixed in both CCE Desktop and Reporting. This will work if it is a Fresh Install and in First upgrade case, this will not work if the registry is already corrupt IDS Multimedia The interaction waiting counter is not updated after an IDS Multimedia restart. Note: One new has to enter the system for this counter to be updated after IDSMM restart Voice Plugin When a call is put on Hold and the workitem is closed from the CCE desktop through Close button, the call cannot be retrieved from CCE desktop anymore Voice Plugin When a customer is on hold and the agent click on "pin" on any of the plug-ins (like presence, directory, wallboard, etc) the customer comes off hold Reporting Plugin In previous releases getworkcodehistory Stored Procedure would take a long time to execute. The SP has been optimised. However the execution time depends on the size of ASMSDataX database ASMSControl Database In CCE SMS functionality was broken because of an issue in one of the Database Stored procedure. This has been fixed. CCE Service Pack June

22 3.3. Issues fixed in CCE Issue Number Issue Summary IDS-View fails to synchronise with IDS-Voice&Presence after IDS-Voice&Presence restart Task Director does not show up in Control Panel without multicast s not getting Queued up after restart of EMS Race condition is seen in MediaDirector when a Diverted Event is processed IDS Strips off leading zeros from VDN prior to registration for event notification Presence showing incorrect Agent status Interactions Waiting count does decrement when a customer or agent drops a held call without retrieving it If the caller (voice call) is put on hold and the agent closes the work item window, the work item window is closed, but the call is still on the phone. Because of this, the agent is unable to close the voice workitem We can see only the number of queued s The total call counter to set the total agent available counter is incorrectly used Behaviour of Suspend Function before and after completing the workitem by entering the workcodes Media Store gets into infinite loop when a of type Content-Type: multipart/report CCE Reporting in version 4.11 is very slow to respond The s are not being requeued after the EMS restart IDS V&P fails to monitor devices, when AES-CM links goes down and comes up 3.4. Issues fixed in CCE Issue Number Issue Summary Wallboard Agent Shift Total Calls Count varies with Agent outbound calls. When enabling the Wallboard Agent Shift Total Calls, the number increases by one when an agent makes an an outbound call and decreases when the agent drops the outbound call Agent Shift Total Calls is decreases by one as the agent initiates outbound calls (internally or off switch). This includes the Agent Calls Per Hour as well Monitor Failure Events in IDS Log The Agent Attendance report and Agent Graphical Time Spent Report are not matching. CCE Service Pack June

23 13412 CCE 4.1 Excessive Disk Space Usage Problem. System running out of Hard Disk space. Further investigation identified the cause as being heaps (1000 s) of IDSMediaStorePIXMLTransferTrace log files in each of the Media store folders. These logs files are hard coded to roll over at 10mb, and log their file names in a date/time format similar to the 129 logging of other CCE components The voice tab call controls in the agent desktop are greyed out for an ACD call when a direct call is placed on the same agent when handling an ACD call. i.e., an agent answered an ACD call and he can see all the call controls. Now when a direct call is placed on the same agent extension, the ACD call controls PrepareNextASMSDataDatabase stored procedure. Description missing On double click of second/third contact, call is made to the first contact. 1. Configure CCE with PMS. 2. Crate a interactions three different contact numbers. 3. Login an agent. 4. Have this preview interactions routed to this agent. 5. Select on the second contact. 6. Double click on the second contact, see if the call is made to the second contact or the first contact Media store stops processing the normal s once it receives a digitally signed /banned messages. The EMS gets into an infinite loop of trying to preprocess the digital . It reports (in log files)that the s is marked as banned and moves it to the permanent storage CCE Supervisor Plug-in is not showing the right status after an outbound call.customer is using "desk sharing". This is the reason why they can just monitor Agent ID. This is working fine. But if one Agent make an outbound call Supervisor Plug-in is showing all Agent's in "blue" and with an open call CCE not able to proces the digital . It marks the Digitally signed as Bannned Dialing an invalid abbreviated code, hangs up the soft phone and the CCE desktop Customer is using abbreviated dialing to call internal or external users from the CCE desktop. On giving an invalid abbreviated dial code and closing the call on the CCE Desktop, the call still exists in the soft phone.it hangs up the soft phone and prevents the station from making any further calls Issues when uploading the preview contacts to the database. On selecting the queue under the preview contact it takes huge time retrieve the contact information and it also delays the uploading of new contacts In the CCE CP the alarms with the""resolved"" state are shown in the Active Alarms and the ones with the ""Active"" State are shown in the Resolved Alarms attachments being stripped off before delivering to CCE Desktop During an inbound call, if the work item window is closed(by mistake) before the call is answered,the answer button is still enabled.the agent can answer the call but all other voice controls like transfer,hold etc are greyed out Customer & Agent History stop working with multiple ASMSData CCE Service Pack June

24 databases. If there is more than one ASMSDataX Databases and the Database Online is set to true for all, the history plugin does not populate any data for agent and customer history After the restart of the EMS, all the s which were queued up gets lost or rather does not get queue up once again after the restart. The s that receive after the restart continue to queue Issues fixed in CCE Issue Number Issue Summary 6418 In the VDN-> Call Profile Report the Average speed of answer is always shown as "0". In tblvdnstats, TotalWaitSeconds is not recorded, although it is recorded in tblagentstats. It is zero all the time Installation of CCE 302 can cause AVAYA key to be deleted and break AES Client When having a call on hold with in CCE Desktop and pressing the pin icon (Auto hide) on one of the plugins like history, presence, or session notes, the call is taken off hold "This version of IDSVP no longer calculates the real-time value for VDN's Longest Call parameter time - value is always 0. The version in ( ) does calculate this value. QQ /18/2010-5:15 PM IST In Real timevdn Report : Longest Call parameter - value is always 0" AutoText Plug-in - Display WorkCodes out of Order Exception in Presence plugin causes IDS-View cline to unregister conection and presence stops updating/stops working Exception noted in Desktop log file log which then results in IDS- View Client unregistering from the IDS-ViewServer and presence stops working until desktop restarted If someone edits the INI file manually, and enters in an invalid value when the media director starts the queue with a value of out of range (1..100), we are unable to edit the queue from the Control Panel -> Media Director section. Media director starting the queue with a value out of range (1..100). This needs to be restricted by one of the following, and log the messages When an Interaction is created in Preview Contact, then interaction appears to be set to a created state very early, which means that tit is often able to be delivered to an Agent before the work-item information is updated. This results in the Agent getting a blank (empty) Preview Contact CCE Service Pack June

25 work-item. If the work-item is suspended for immediate re-queue, then it is re-delivered and the data is now in place and can be displayed correctly for the agent. This problem is causing issues with Preview Contact, as well as Voice MEdia Store with Requested and Abandoned Callbacks WebLM licensing installed. MS-CRM Licenses are consumed at 1 license. No MS-CRM license left to allocate after the primary license is consumed. So when agent 2-75 log in, they get an error stating no MS CRM license available. The control panel also shows the same, that there are no MS CRM license left to allocate The IDS V&P shows incorrect real-time skill statistics when compared with 'monitor bcms skill' on CM. When the Agent state changes to 'Other' in 'monitor bcms skill' and changes back to 'Available' the IDS V&P doesnt make this agent available. ex: When Agent initiates a call and does not dial a number, the call fails and gets cleared. In this case, when agent initiates the call, IDS V&P decrements the Agent Available by 1.when call gets cleared the Agents Available is not incremented by 1. Comparision made using 1. On CM : monitor bcms skill <skill> 2. On IDS V&P : Using the sample application provided with the IDS V&P GetData -> StatisticInterval -> GetRealtimeSkill Forward opens normally but does not contain the original content to be forwarded. CCE Agent receives . is received and rendered properly. Agent uses the CCE Desktop feature Forward to forward the . The Forward feature should present a new window with the forwarded content. In this case, forward opens normally but does not contain the original content to be forwarded Since upgrade from version to 4.1 "Work Codes" in Work Code reporting are missing. All missed Work Codes are visible in dbo.workcodes. Work Code Reporting is using "GetWorkCodeHistory" stored procedure to display it on CCE Reporting tool Report Category : VDN Report Name : Call Profile The CCE VDN Call Profile report displays an Average Speed of Answer of 0:01 while bcms reports an Average Speed of Answer of 0:08. The CCE VDN Call Profile report displays the % Within Service Level as 84.85% while bcms reports the % Within Service Level as 91%. The CCE VDN Call Profile (Graphical) report displays a service level of 91%, which is consistent with bmcs XML Server uses the default values ie 0,0,0,0 as sendqsize, sendextrabufs, recvqsize, recvextrabufs It should use 250,50,250, XML Server needs to handle CCE Service Pack June

26 ACSERR_STREAM_FAILED ACSERR_BADHDL Since this is not currently handled, if a stream fails the XMLServer never releases the resources associated with this stream and creates a new one. As a result of which the stream count keeps on increasing and eventually the XML Server crashes If a configuration consists of two Skill Group Extensions, basically in previous IDS versions Wallboard would display about half the available agents as available. Now it displays 0 agents available Agent availability count decreases by one. IDS V&P is stopped. Agent A in a call. Agent B in Available mode (one least one agent is to be in the Available mode) IDS V&P started. Check the Agents available using the sample client IDSClient.exe Agent A selects "AuxWork" as pending work mode. Check the Agents available using the sample client IDSClient.exe After the completion of the call Agent goes to AuxWork (as selected previously). Check the Agents available using the sample client IDSClient.exe AgentsAvailable is decremented by one The multimedia work item programs are configured in the Desktop Utility section to Automatically drop phantom call, and Agent available on interaction close: If Agent is In AUX and No Agent State Change, after the Agent Desktop receives a multimedia work item (either or chat) when the agent either receives a direct station call and puts themselves in AUX or places themselves in AUX and makes an outbound call to another station, after completing the call the agent is made ready. This is not the desired behavior. This only occurs when Agent available on interaction close: If Agent is In AUX and No Agent State Change or If Agent is In ACW and No Agent State Change. This behavior continues until the agent Desktop application is exited and restarted. If the agent goes from Ready to AUX and receives or makes the same call prior to receiving a MM WI this does not occur. It appears that the Desktop is caching this value and applying it to this call scenario. It is also important to note that when Agent available on interaction close: is Never this behavior does not occur The staffed time in agent attendance, agent group attendance and agent summary report does not match with the BCMS report. This issue has been observed for Indian Time Zone(GMT+5:30). Indian time zone has a time difference of 5:30 hours to the UTC time and not a multiple of a full hour Post CCE 4.1 Patch 1 installation on a system running WebLM, CCE Service Pack June

27 the License Server service will not start. This behavior has been observed and reproduced on Windows 2008 and Windows 2003 Server installations. 4. Known Issues and Resolution This section provides the known issues or limitations that pertain to the CCE Service Pack release, in addition to the earlier releases on CCE Running Configuration server on Windows 2008 OS Issue To start the Configuration Server Manager under Windows 2008 with all necessary rights go to Start->All Programs->Avaya Contact Center Express->Server->Configuration Server and Do a right click on Configuration Server Manager. In the context menu choose Run as administrator. Confirm that you want to start the Configuration Server Manager with Administrator rights and click Allow. CCE Service Pack June

28 4.2. Invalid Queue Values for ASMediadirector Issue If the following Values for a Queue in ASMediadirector.ini file is set improperly (out of range ) [Queue Queue_1] Queue ID = Queue_1 VDN = 6461 Phantom Station DN List = Maximum Queued Work Items = 10 Maximum Queued Phantom Calls = 5 CCE Service Pack June

29 The Default values 10 will be taken for both of these two properties. Also fractional values are considered as out of range (invalid) values and in that case also the default value of 10 will be taken CCE MS-CRM 4.0 Issue To use MS CRM Connector, you need to buy one CCE MS-CRM license key. This will cover as many agents using MS-CRM connector, as the number of voice run-time license. Note: By Design there are no uncounted licenses in the CCE. Therefore made the changes to MS- CRM license to reflect the Voice License count if voice License is present VDN Call Profile Report Issue Detailed description of the VDN Call Profile Report The VDN Call Profile Report consists of two different types of data. The one is displayed in the upper area of the report: This area displays the abandoned calls and answered calls for the VDN, where the data is split into time slices. To create this overview each call has to be evaluated by its detailed call sequence and timeline. The process generating and storing this information is the Voice Media Store. This is the same information as it is used for the call history display at the agent desktop and it is based on CCE Work Items. Calls which are abandoned in queue or only delivered to a station without related agent desktop are not considered in this area of the report. Answered Calls are counted once a Work Item gets accepted. Abandoned Calls are counted once a Work Item gets closed. The data for these events is stored to the exact DB time interval where the actual event takes place. This is opposed to the lower area, where all call related data is stored to the DB time interval at the end of the call. The lower area of the report displays total counters of answered and abandoned calls: CCE Service Pack June

30 This information is created by the IDS Voice & Presence. It is the same information source as all other voice related historical reports and it is independent to the Voice Media Store (see above). The IDS Voice & Presence is using call related information provided directly by CM/AES. Therefore the counters in this report area are calculated in relation to answer/disconnect of calls, not in relation to Work Item acceptance/closure. Additionally, this area of the report includes information about calls in queue as opposed to the upper area. All data for these calls is stored to the DB time interval which belongs to the end/disconnect of the call (as opposed to the upper report area). As a result of the previous description the display of the two areas of the VDN Call Profile Report may differ in many cases, even if the processes are working correct as per design. All the other values of the report (times, percentages) are generated by the IDS Voice & Presence and therefore only related to the lower area of the report CCE Reporting Guide - Agent Attendance Description adaption in CCE Reporting Guide, Chapter Agents Reports, Agent Attendance The description ACD Calls: The total number of split/skill and direct agent ACD calls answered by the agent. is not correct and is replaced by the description ACD Calls: The total number of inbound split/skill, direct agent ACD and direct calls answered by the agent. Description issues in CCE Recording Guide, Chapter Agents Reports, Agent Split Skill The description CCE Service Pack June

31 Calls Answered: The number of split/skill and direct agent ACD calls that were answered by the agent. This total also includes outbound calls [preview dialling].) is not correct and is replaced by the description Calls Answered: The number of inbound split/skill and direct agent ACD calls that were answered by the agent CCE Reporting Guide - Agent Graphical Time Spent Daily Description adaption in CCE Reporting Guide, Chapter Agents Reports, Agent Graphical Time Spent Daily The following described fields have been added: Field: Total Abandoned Seconds Description: The total time during the collection interval that the agent had split/skill and direct agent ACD calls ringing. Total Abandoned Seconds counts only if the call is not answered by the agent. In case call is answered Total Abandoned Seconds does not count. Database item or calculation [AgentStats]: SUM (TotalAbandonedSeconds) Field: Total Available Seconds Description: The total time for the specified time period during which the agent was available to take ACD calls in any split/skill. Database item or calculation [AgentStats]: SUM (TotalAvailableSeconds) CCE Service Pack June

32 4.7. Settings for Time Zones which are not a multiple of full hours Issue To setup a system running in a Time Zone which is not a multiple of a full hour (e.g. India at GMT+5:30) the parameter Statistics Interval Minutes in the ini-file of AIDServer (AIDServer.ini) needs to be reconfigured. The default value of 60 minutes needs to be set to max. 30 minutes for Time Zones which differ by x:30 minutes to GMT (for time Zones which differ by 15 minutes it has to be set to max. 15 minutes). This assures that the system gathers data with the appropriate granularity Virtual Agent If you have issues with accessing the Virtual Agent Web Service and you get an error message similar to the message below, then please follow the below listed instructions. CCE Service Pack June

33 After installation of Virtual Agent and its Web Service a configuration file web.config will be created in the path of the Virtual Agent Web Service: Avaya\Contact Center Express\Server\Virtual Agent Web Service If there is a section in this file that starts with <!-- Remove this section after publishing and ends with </system.codedom> please remove it. You can check it on the server running IIS: Go to If you get the following message Compiler Error Message: CS2001: Source file 'AssemblyInfo.cs' could not be found you should change your web.config as described above. If you press reload you will see the Service Page of Virtual Agent Web Service. It is not necessary to restart any program or service! 4.9. Disable IDS Media Store Trace logs The Media Stores are writing by default logs to the IDSMediaStorePIXMLTransferTrace log file. This could lead to increased disk storage allocation. CCE Service Pack June

34 To prevent this behavior, you have to modify the configuration of all media stores which you are running in your CCE system. Media Store: 1. Stop the service AS Media Store 2. Open the file AS MediaStore.ini ( if you have used default installation, then you can find this file at Disk:\Program Files\Avaya\Contact Center Express\Server\Media Stores\ Media Store ) 3. Edit in the section [IDS Media Store Plugin] the key Enable Trace and set the key to False 4. Store the AS MediaStore.ini file. 5. Start the service AS Media Store Preview Contact Media Store: 1. Stop the service AS Preview Contact Media Store 2. Open the file ASPreviewContactMediaStore.ini ( if you have used default installation, then you can find this file at Disk:\Program Files\Avaya\Contact Center Express\Server\Media Stores\ Preview Contact Media Store ) 3. Edit in the section [IDS Media Store Plugin] the key Enable Trace and set the key to False 4. Store the file ASPreviewContactMediaStore.ini file. 5. Start the service AS Preview Contact Media Store Simple Messaging Media Store: 1. Stop the service AS Simple Messaging Media Store 2. Open the file ASSimpleMessagingMediaStore.ini ( if you have used default installation, then you can find this file at Disk:\Program Files\Avaya\Contact Center Express\Server\Media Stores\ Simple Messaging Media Store) 3. Edit in the section [IDS Media Store Plugin] the key Enable Trace and set the key to False 4. Store the file ASSimpleMessagingMediaStore.ini. 5. Start the service AS Simple Messaging Media Store Voice Media Store: 1. Stop the service AS Voice Media Store 2. Open the file ASVoiceMediaStore.ini ( if you have used default installation, then you can find this file at Disk:\Program Files\Avaya\Contact Center Express\Server\Media Stores\ Voice Media Store) 3. Edit in the section [IDS Media Store Plugin] the key Enable Trace and set the key to False 4. Store the file ASVoiceMediaStore.ini 5. Start the service AS Voice Media Store Creating ASMSDataX database (Issue 13449) CCE 4.0 introduces a new database structure for CCE, and replaces the previous ASMediastore (and optionally the ActiveInteractionData) databases with a new database structure. The ActiveInteractionData and ASMediastore databases are combined into a new database subsystem fronted by the ASMSControl database. This in turn spawns and manages a series of ASMSDataX databases (where X=1,2,3,,n). This mechanism provides CCE with an on-the-fly archival system that writes data once only. Reporting and other data retrieval functions address ASMSControl which decides which group of ASMSDataX databases to examine. Data retrieval then occurs across these databases. All media stores and other database CCE Service Pack June

35 addressing servers now write to ASMSControl, not to other databases. CCE version 4.x does support an archiving function. It exist a store procedure to create a new "ASMSDataX" database. You can just set a "from date" and CCE will write all new data to another (new) "ASMSDataX" database. Use the following SQL query to prepare a new database and to set the "from date" Removing old ASMSDataX database (Issue 13449) To remove any old ASMSDataX database with MS SQL Srv Mgmt Console: 1. Back up the ASMSDataX database. 2. Back up the ASMSControl database. 3. In Microsoft SQL Server Management Studio: 4. Right-click the ASMSControl.dbo.Databases node and click Open. 5. For the record with the database name as ASMSDataX, set False in the DatabaseOnline column. 6. Right-click the database ASMSDataX and click Delete. 7. Select the Close existing connections check box. CCE Service Pack June

36 8. Click OK Non-administrator user Reporting Access In this chapter are the necessary steps explained how to grant privileges to non-administrative users to access the reporting. Note: It is assumed that the SQL Reporting Server host is integrated into the same company domain as all of the client hosts. Configuration at the server 1. Open at the server where the SQL Reporting Server is running an Internet Explorer and insert as address and hit Enter. It takes up to 2-5 minutes until the following screen appears CCE Service Pack June

37 2. Click on the tab Properties 3. Click at New Role Assignment 4. Fill in at Group or user name following string: BUILTIN\Users 5. Tick the role Browser CCE Service Pack June

38 6. Click OK. The Properties side appears with the new group assignment. 7. Open the Contact Center Reporting client, configure at Tools->Options->Reporting the address information (see also Contact Center Express Reporting Guide.pdf) and click OK. CCE Service Pack June

39 a.) SQL Server default instance installation b.) SQL Server with named instance installation 8. In the tab Reporting Selection the reports should be shown. CCE Service Pack June

40 4.13. Digitally Signed s (Issue / 13591) CCE now accepts Incoming Digitally Signed s. When an agent receives a digitally signed , the digital signature, will be shown as an attachment, with the name smime.p7s. The signature isn t verified by CCE Agent State in Presence (Issue 13403) When IDS-Voice&Presence is restarted (and the IDS-View service is left running) - Any activity by agents during the restart period e.g. agent changes work mode or agent goes into busy state is now reflected properly at the desktop (e.g. Presence). Agent state is now properly reflected but agent reason code is not getting reflected, this is known issue Display Proper Language in Notification by Using Rules Plugin (Issue 13251) CCE Service Pack June

41 The Notify window does not display the non-english text (if fetched through SQL query) correctly if you have not correctly set the collation in the SQL database for the language in which you have installed Contact Center Express application Last Agent State (Issue 13865) The "lastagentstate" counter in presence gives the time interval since the agent has been monitored. This counter starts from in the format hh.mm.ss when the monitoring starts Activities in the MSCRM public queues (Issue 14018) The Activities in the MSCRM public queues are being duplicated once on every restart of PCMS when schedule is expired. Work Around: For any maintenance activity, if it is required to restart the PCMS, do it only if there are schedules active for the Interaction queues of the PCMS which are mapped to the Public queues of MS-CMR. And If there are 100 items to be re-queued on restart please set "Service Restart Synchronization Wait Interval" to at least 300 seconds, allowing a generous 3 seconds for each workitem to be processed Forward to RE (Issue 13992) Send button functionality is not working in the same manner when agent enters the Advanced WorkCode before & after sending the mail for Forward-to-RE. In cases of Reply/Reply-to-All/Forward, the Agent has to press the Send button only once, with the fix provided for Only in case of Forward-to-RE, the agent will have to press the Send button after entering the Advanced WorkCode, even if the Agent has pressed the Send button before entering workcode. CCE Service Pack June

42 5. Additional Information 5.1. Issue IDS-V&P Fail to Monitor Devices When AES-CM Link goes down and comes up The fix for this issue is twofold. Earlier CCE used to ignore the SS_ENABLED value returned in csta_sysstat message. Now CCE checks this value and replaces monitors appropriately. This fix is dependent on an AES fix. There was an issue with earlier versions of AES where csta_sysstat message was not sent to CCE. This issue is fixed in AES The AES version required is Issue RONA Feature in Multimedia For Multimedia VDN s RONA should not be configured. CCE Media Director is designed to handle phantom calls which do not get answered 5.3. Issue The total call counter to set the total agent available counter is incorrectly used. The agent s available counter is not set properly in Wallboard if a new call arrives on a station that is not monitored. So workaround to get this value correctly is to add all devices (stations) in the ini file of IDS voice and presence server for monitoring Issue UUI removed from parameter list - Documentation Correction Remove UUI from the parameter list passed to event ConnectionCleared in document Call Routing Server/SQL Plugin/Script Plugin/Rules Plugin User Guide. For the event ConnectionCleared the UUI information is not sent by CT server, hence it is removed from the parameter list Issue ACD Calls(Agent Attendance Report), Calls Answered(Agent Split/Skill Report) and Answered Calls(Agent Summary Report) Documentation Correction ACD Calls: The total number of inbound split/skill, ACD, direct agent and direct station calls answered by the agent. Calls Answered: The number of inbound split/skill and ACD calls that were answered by the agent. Answered Calls: The total number of inbound split/skill, ACD, direct agent and direct station calls answered by the agent. CCE Service Pack June

43 5.6. IEMSUpgradeUtility Crash In 64-bit Windows environment, there is an APPCRASH message at the end of Media Store installation/upgrade, similar to the message below. This crash doesn t affect any functionality, and Media Store is properly installed/upgraded Issue Contact Center Express Desktop User Guide Documentation Correction The Spell-Check As You Type feature is not available for . It is available for WebChat, Session Notes and WorkItem Notes. In case of , agent has to manually do Spell-Check of the entire , to find out spelling errors Issue Contact Center Express Desktop User Guide Documentation Correction CCE Service Pack June