MiContact Center Business for MiVoice Business. Release Notes Release

Transcription

1 MiContact Center Business for MiVoice Business Release Notes Release July 2017

2 About this document This RN (Release Note) is intended for Customer Service and Installation Personnel involved in the installation and maintenance of the Mitel Contact Center Business. NOTICE The information contained in this document is believed to be accurate in all respects but is not warranted by Mitel Networks Corporation. The information is subjected to change without notice and should not be construed in any way as a commitment by Mitel or any of its affiliates or subsidiaries. Mitel and its affiliates and subsidiaries assume no responsibility for any errors or omissions in this document. Revisions of this document or new editions of it may be issued to incorporate changes. MiContact Center Business Release July 2017 Edited: July 20, 2017, Trademark of Mitel Networks Corporation Copyright 2017, Mitel Networks Corporation All rights reserved

3 Table of Contents... 1 Product enhancements and functional changes... 2 Essential installation and upgrade information for MiContact Center Business To back up telephone system and configuration data... 3 To download MiContact Center software... 3 Compatibility considerations... 4 Where to find the latest information... 6 Product areas improved in this release... 7 Contact Center Client... 7 Contact Center Management... 7 Ignite... 8 Installations and Upgrades... 9 IVR Routing... 9 Multimedia Reporting Wallboarder Workforce Scheduling YourSite Explorer Known issues Contact Center Client IVR Routing Multimedia Contact Center Reporting Salesforce connector Fixes not included in MiContact Center Business Release over release statistical changes Appendix A Product areas improved in previous releases MiContact Center Business Version Auditor Contact Center Client CCMWeb... 22

4 Installation and Upgrades IVR Routing Multimedia Contact Center Reporting Services Workforce Management Connector Workforce Scheduling YourSite Explorer MiContact Center Business Version Contact Center Client... 1 Ignite... 1 Installations and Upgrades... 2 IVR Routing... 2 Multimedia... 3 Reporting... 3 Workforce Scheduling... 4 MiContact Center Business Version Contact Center Client... 4 Contact Center Management... 6 Ignite... 6 Installations and Upgrades... 7 IVR Routing... 7 Multimedia... 8 Reporting... 8 Wallboarder... 9 Workforce Scheduling... 9 YourSite Explorer Appendix B Release over release statistical changes from previous releases MiContact Center Business Version MiContact Center Business Version

5 This document describes the following components related to MiContact Center Business Version : Product enhancements and functional changes Essential installation and upgrade information for MiContact Center Business Version Where to find the latest information Product areas improved in this release Known issues Fixes not included in MiContact Center Version Release over release statistical modifications Product areas improved in previous 8.1.X.X releases Release over release statistical modifications in previous 8.1.X.X releases We strongly recommend you review the pre-installation instructions found in the MiContact Center Installation and Administration Guide and the hardware and software requirements found in the MiContact Center and Business Reporter System Engineering Guide before downloading, installing, or upgrading your software. 1

6 Product enhancements and functional changes The following table describes product enhancements and functional changes for MiContact Center Business MiContact Center Business now uses MiTAI Driver MiContact Center Business now uses MiAudio MiContact Center Business now uses SDK

7 Essential installation and upgrade information for MiContact Center Business The MiContact Center Version upgrade will be packaged as a Full Installer. This means that you can apply it onto any , 7.X.X.X, or 8.X.X.X server. NOTE: If upgrading from to 8.X.X.X, any remote IVR servers will require you to download the Mitel Remote Server Pack from CCMWeb page and run a Repair. If you have a MiVoice Office 250 (formerly called a 5000) media server configured, we recommend setting it to Historical before performing the upgrade to If your clients are being upgraded from Version or earlier, you must leave client updates enabled during this upgrade. There is a known issue with IIS logging excessively if client updates are disabled. This is resolved once all clients have been updated to or newer. Before upgrading, we recommend you create a backup of your configuration and telephone system data. This provides data protection in case there are unexpected issues while upgrading from one version of Contact Center Solutions to another. You will require 15 GB of free hard drive space to perform the upgrade. If you are performing an offline upgrade, then you will need to migrate your license ahead of time by logging into AMC, and updating the Software Version dropdown menu. Then you will need to manually sign your CCMv5.dlsc file, and copy the newly signed file back into the installation folder. To back up telephone system and configuration data 1. In Contact Center Client, click Tools=>Management. 2. In Management Console, click Configuration=>Back up/restore configuration data. 3. Select Back up and click Next. 4. Next to Save, click the drop-down button and select Save as. 5. Select a location to save the file and click Save. 6. Close the View Downloads window and, in the Backup and Restore Wizard, click Finish. A.zip file is created that contains an XML file with the entire configuration. The file size will vary depending on the amount of data that needs to be backed up. This.zip file name contains the date on which the file was created. For example, a backup file created on June 24, 2013 will contain To download MiContact Center software 1. Log on to the Enterprise Server with a Windows administrator account. The account must have full administrative privileges. 2. Ensure all of the Windows programs are closed. 3. Using a web browser browse to 4. Click Login. 3

8 5. Type your Mitel Online Username and Password and click Login. 6. Click Downloads on the left. 7. To download MiContact Center software, click MiContact Center=>MiContact Center Software Download Current Release Click the link of the version of 8.1 you want to download. Occasionally, due to browser incompatibility, the link will not respond. If this happens, right-click the link and select Open in new tab. We recommend you review the release notes by clicking the Release Notes for MiContact Center link on the download page that displays next. 9. To download your software: Click I Agree [Download using Software Download Manager (Recommended)] to download using the Software Download Manager. Click I Agree [Download using HTTP] to download using your browser. NOTE: If you click I Disagree, you will be unable to download the software. 10. If you choose to download using the Software Download Manager, select the destination for the download and click Save. When the file finishes downloading, click Launch. 11. If you choose to download using HTTP, depending on the options presented in your browser, select whether to Save or Run the installation file. If you saved the file, browse to the downloaded installation file and run it. 12. The MiContact Center Version self-extracting wizard opens. If you ran the file, the MiContact Center Version self-extracting wizard opens when the file finishes downloading. 13. Click Browse to select the location to which the install files will be extracted. We recommend you do not alter the default path to which the files are extracted. We no longer provide a separate Offline Package, as all the pre-requisite components are now packaged into the main installer. The Enterprise Server and clients must use the same version of MiContact Center. After updating the Enterprise Server with the current release, all clients in your contact center must also be updated. Client updates in Version are approximately 226 MB. For information on the estimated bandwidth costs for updating clients, see the MiContact Center and Business Reporter System Engineering Guide. Compatibility considerations Before upgrading third-party software applications, confirm the application is supported for integration with your version of MiContact Center Business Reporter/Call Accounting. For information concerning support for third-party software applications, see the MiContact Center and Business Reporter System Engineering Guide. As a best practice, we recommend you stay up to date with the most current releases of the Mitel telephone systems you use in your business. The following table details support for Mitel telephone systems by version. For complete details on the features and functionality supported by each telephone system, see the "Mitel telephone platforms" table in the MiContact Center and Business Reporter System Engineering Guide which can be found at 4

9 NOTE: Multiple VLAN configurations, available as of MiCD 1.2, are not supported. Other Mitel Components MiVoice Business, Mitel Call Director (MCD) 3300 ICP Supported Versions MCD 6.0 SP3 ( or higher)*, 7.0**, 7.0 SP1***, 7.1****, 7.2, 7.2 SP1, 8.0, 8.0 SP1 MiVoice Border Gateway (MBG) V8.1, V9. V9.1, V9.2, V9.3, and V9.4 Mitel OIG V3.X, V4.0 * MCD load is a patch release. In order to download this you will need to contact MiVoice Business support. **Support for Ring Groups requires MCD 7.0 or higher. Ring Group real-time and reporting for previous versions of MCD are not supported. ***MCD 7.0 SP1 is supported, but new features introduced in this MCD release will not be supported, specifically "Ring Group Call Forward Always". Customers should avoid using this MCD configuration option until this feature can be supported. ****While MCD 7.1 is supported, the Meet Me Conference feature is not currently supported with MiCC. 5

10 Where to find the latest information You can access the most up-to-date versions of the following documents from our website at Once you have logged in, click edocs on the left. MiContact Center, Business Reporter, and Call Accounting documentation: MiContact Center User Guide Business Reporter User Guide MiContact Center Installation and Administration Guide Business Reporter Installation Guide MiContact Center Site-Based Security (Multi-tenant) Administration Guide MiContact Center Deployment Guide Contact Center Blueprint Multimedia Contact Center Installation and Deployment Guide MiContact Center and Business Reporter System Engineering Guide MiContact Center Contact Center Reports Guide MiContact Center Workgroup Reports Guide Business Reporter and Call Accounting Reports Guide NOTE: There is now a section for documentation related to MiContact Center Business for MiVoice Business, and for SIP. Please select the documentation for your telephony solution. For answers to the latest frequently asked questions, troubleshooting information, and post-release hot fixes, see the Mitel Knowledge Base at and select the Knowledge Management System. 6

11 Product areas improved in this release The following fixes were included in this release: For a list of improvements from previous release notes beginning with , please see Appendix A. Contact Center Client When logging an agent in via the Agent State monitor in Contact Center Client, supervisors needed to manually input the base extension each time. This was remembered from last login in MiContact Center version 7.X When launching the Callbacks monitor in Contact Center Client, only callbacks which have been updated show. Pre-existing callbacks would not be visible until some state change was applied. They would still route as configured Contact Center Client logs were being flooded with errors System.Collections.Generic.KeyNotFoundException: The given key was not present in the dictionary. Contact Center Management ALM0054 (Resiliency in effect) was not being thrown when devices had failed over to their resilient controller The Enterprise Server service was timing out when attempting to interpret a record linking error due to missing events. Protection has been added to ensure that the service remains running Overnight maintenance could become stuck in a loop due to SQL connection failures, resulting in excessive logging files (LDF) The router_queue_error queue in MSMQ was filling up due to a timeout behavior when filing new events After installing the client components using a silent install, users were unable to change the installed features using the MiCC Setup Support Packages were not collecting all log files if the log file path ended with a \ character in the registry. 7

12 Improved logging was added to the Enterprise Server service in order to facilitate easier troubleshooting of resource and performance issues Client applications (Contact Center Client, YourSite Explorer, Ignite, and WorkForce Scheduling) were displaying malformed login screens if the Windows screen size was set to 125% or higher A memory leak in Life Cycle processes was corrected. Ignite Web Ignite was showing an unknown agent status, and users could not modify their Agent Group Presence settings. Desktop Ignite and Contact Center Client worked correctly Calls would become stuck in a work timer state in Web Ignite, counting down from 24 hours duration When an agent selected an in Ignite it could take 30 to 40 seconds to display the , When an agent then hit Reply, the content would be missing. The MiCCSDK interface was slowing down after a configuration change was submitted to the system, causing unresponsiveness in Web Ignite for brief periods. Multiple root causes resolved In-Line images were not displaying when using Web-Ignite in Internet Explorer Web Ignite was becoming slow, then disconnecting due to MiCCSDK not releasing memory reliably A security role which filtered real-time monitors would also prevent access to classification codes in Ignite Intermittently Ignite would fail to load the call details screen for voice calls. Instead it would simply display Loading Web Ignite was showing stale calls in agents Inboxes. Restarting the websdk application pool would clear the stale calls, but they would then start to accumulate again When attempting to transfer a call via Web Ignite, only the top 100 queues were available from the list. 8

13 Calls in Web Ignite become stuck in a work timer state. Installations and Upgrades Upgrades from 7.X to 8.X were failing due to an error while converting the IVR workflows Offline installation failed as installer attempted online update of ElasticSearch plugins Installation error reporting Updating ElasticSearch cluster name when no cluster was configured In an SSL environment, remote IVR servers encountered errors when updating the service from the main MiContact Center server. IVR Routing German IVR prompt recordings had long periods of silence at beginning and end of some recordings When callbacks are processed, they were reading back the preferred callback time in GMT regardless of the time zone they were saved as Oracle database queries where there was no space after the SELECT statement did not execute correctly, even if there was a carriage return In an SSL environment, changes to workflow configuration were not synchronizing with remote IVR servers When calling an ACD path directly, if the first agent requeues the call, then when the second agent picked up the Agent Greeting would not play When voice recognition was enabled the timeout value was not configurable in Menu and Collect Digits activities Speech recognition didn t return the tag values when using custom grammar files with Semantic Tag support. 9

14 DNIS information was no longer available when an Agent Greeting port attempted to use it Transferring a call to a virtual queue group when the primary MiVoice Business was unavailable was not functioning The DestinationNumber entry for a callback could not be manually edited manually The MiCCSDK would time out when being queried during a primary IVR failure, while a secondary IVR server was still active Intermittently some sites were receiving ALM0018 (IVR port not answering) during the day Intermittently after a call requeue that sets an agent to Absent, the Agent Greeting port would remain off-hook until the agent returned to service Queue type variables were not evaluated correctly if they were pointed to a Queue Group The Inbound Router service would attempt to connect to incorrect MiContact Center servers if there were retired server entries still showing in the configuration Callbacks were being offered to queue even when outside the queue s schedule as per Interactive Queue Controls. Multimedia A formatting error in caused Ignite to become unresponsive A UTC time error from the MiCCSDK prevented searching in Web Ignite Intermittently agents were receiving blank chat screens in Ignite Spellcheck for the Norwegian language was not functioning due to missing special characters (ø,æ,å) 10

15 A configuration setting has been added to the Routing Media service to control whether an can be sent back to its own queue. By default this behavior is blocked to prevent routing loops. Configuration is a true/false: WorkflowHandler_AllowSameDestinationAsOriginator Some s which were marked NoReply were appearing in the FailedRoute folder After updating Java, the ElasticSearch was no longer functioning After an SMS routing error due to configuration, all subsequent SMS to same number were misrouted as well with no clear notification. Moving forward we will log the failed route better in order to prevent messages being lost When routing back to the originating queue is prevented, if you configured a routing failure activity back to the queue as well, this resulted in a loop generating new s until the workflow is stopped After an ElasticSearch service failure, some s were lost from the system. They will now be picked up by an audit and restored to the system after the ElasticSearch recovers The CCMRouting database could grow excessively as a result of NoReply within a workflow, or external transfer of not clearing from the database If a multimedia item ticket number starts with the characters not (not casesensitive), ElasticSearch registers it as a protected keyword and the was sent to FailedRoute as a result Intermittently messages would be sent to a FailedRoute state in error after an agent declines the , then tries to pick & reply the same message When an is sent back into its originating queue, triggering the loop protection the queue in question would become locked and Ignite was no longer able to browse the items in queue When in grid-view, setting one NoReply could cause a second to be set NoReply as well, as the grid-view auto-selects the next message. Improvements have been added to reduce the likelihood of this occurring Agents were unable to set their voice status to MakeBusy in Ignite after handling a multimedia item. 11

16 Reporting Users were unable to delete contacts in CCMWeb if that contact was associated to any reporting schedule Limiting access to Life Cycle reports was only a True/False option. We now allow users to apply a device list. This will limit what devices a user can run Life Cycle reports against, however the contents of the report may show devices not included on that list Because of an incorrectly linked internal record, Maximum Time To Open in Queue Spectrum reports would intermittently show an inflated value After an upgrade from 6.X, flexible reports within a schedule which are run against a queue group would no longer display the name of that queue group in the finished report Life Cycle reports were appending call segments from unrelated calls intermittently Callbacks were intermittently not pegging in Queue Performance reports Some branches were not displaying in IVR Workflow reports Queue Performance reports would intermittently not peg calls when an agent made a consultation to a trunk In rare cases the Queue Performance reports would double-peg a call if one raw record linking call IDs was missing In some cases, the Agent Shift By Period report may not peg time to a call if a call was placed on hold, then answered after ringing the agent back Account codes applied during a Chat interaction were not being included in reporting When blind transferring an outbound call to a queue, Agent Performance reports would fail to peg calls intermittently IVR Condition By Branch reports were intermittently not showing data for menu options selected A data summarization error resulted in incomplete data being copied to the Data_CA_Trace table. As a result Accounting Trace reports were not displaying an accurate count of calls A licensing evaluation was resulting in customers who are Call Accounting only not summarizing all data to the reporting database. 12

17 Wallboarder After upgrade to 8.0, security roles could not allow configuration of Wallboarder without also adding device configuration permissions Wallboarder was not updating Longest Call Waiting statistic unless the number of calls waiting changed. Workforce Scheduling The WorkForce Scheduling service would stop intermittently due to an IndexOutOfRangeException. YourSite Explorer On an IVR server with multiple network interface cards users were unable to reconfigure which one to bind to. The setting would appear to save but if you refresh, it would revert to the default value YourSite Explorer will not allow an employee address to contain an apostrophe When creating a new multimedia queue by copying and pasting from an existing one, users were unable to save a queue signature When the YourSite Explorer user is configured for Dutch language they are unable to save default agent group presence settings When the server operating system is configured for French language, users were unable to add a signature to a multimedia queue After a failed update of an IVR workflow, the warning about failed synchronization in YourSite Explorer would remain even after the issue had resolved itself and synchronization had completed. 13

18 When adding RADs to a queue in YourSite Explorer, users encountered an error when searching for a specific number Users were unable to play a custom prompt from within YourSite Explorer if they are accessing the system from a Windows 10 computer Users were unable to add members to an agent group if the agent and group were not residing on the same media server The default Maximum MiTAI Monitors value on all MiVoice Business media servers has been increased to 2000 to align with the lowest value from supported MiVoice Business deployments. 14

19 Known issues The following section describes known issues in Version Contact Center Client Data Inspector filters for Transfer/Conference column do not give the desired filtered results IVR Routing kb Recordings on Mitel platform block the file sync from completing successfully. Multimedia Contact Center Request Help - If an agent in work timer accepts a Request Help request, the work timer counter in Ignite resets when they hang up Wicked Tix sample application: Unable to receive SMS from cell phone when conversation begins from Wicked Tix. Reporting Conference calls are not linking up properly in Lifecycle reports Real-time state inaccuracy during this specific scenario. If Employee 1 calls Employee 2, then Employee 2 blind transfers the call to Employee 3, then Employee 1 will display as outbound hold for the remainder of the call. 15

20 Salesforce connector Salesforce web UI not displaying work timer after call is transferred. 16

21 Fixes not included in MiContact Center Business The following section lists the Hotfixes that were not included in Version If you have any of these hotfixes installed on your server, upgrading to is not recommended Life Cycle reports intermittently not pegging conference calls correctly On a system enabled for Site-Based Security, contacts created in CCMWeb for distribution are visible to all sites Incorrect call details showing in Ignite client during phone call (intermittent) Callbacks not saving due to a concurrency error in the MiCCSDK Client call notes disappear when call is transferred (unsupervised) to another queue Queue Performance reports showing inflated handling times intermittently When in grid-view, NoReplying one intermittently applies the NoReply status to two. 17

22 Release over release statistical changes The following statistical changes occur when upgrading from Version to Version For a list of statistical changes for previous releases beginning with , please see Appendix B : Agent Group reporting numbers had previously trimmed leading zeros from the reporting number. This resulted in some calls being pegged to the wrong Agent Groups. Affected Reports: All Device by Device reports ACD Count may increase ACD Duration may increase Time To Answer may increase Agent Event reports Make Busy Count may increase Make Busy Duration may increase Wrap Up Duration may increase ACD Count may increase ACD Duration may increase ACD Hold Duration may increase Short ACD may increase Out Count may increase Out Duration may increase ACD Hold Count may increase : Some internal conferenced records were previously linked with the incorrect call. Affected Reports: Agent Performance reports Conference Calls may increase Extension Performance reports Conference Calls may increase 18

23 : In some cases an incorrect time stamp was used to link SMDR and MiTAI events. As a result, some incorrect events would sometimes appear after the end of the call in lifecycle reports. Affected Reports: Life Cycle Duration may change Time To Answer may change : In some cases an invalid condition check within the reporting engine would result in some calls not pegging. Affected Reports: Agent Performance reports ACD Count may increase External ACD Count may increase ACD Count With Account Code may increase Call Accounting Trace reports ACD Count may increase Extension Performance reports ACD Count may increase External ACD Count may increase Agent by Device reports ACD Count may increase Queue Performance reports Handled may increase Answered By Agent Group(s) may increase Service Count may increase Offered may increase Short Handled may increase Transferred To Non Agent Count may increase External ACD Count may increase Queue Spectrum By Period Trunk Performance By Period 19

24 : A memory leak was fixed in Life Cycle related data processing. This may result in some small changes to reporting. Affected Reports: Life Cycle Duration may increase Time To Answer may increase 20

25 Appendix A Product areas improved in previous releases MiContact Center Business Version Auditor Auditor in CONTACT CENTER CLIENT doesn't work properly for one particular day CONTACT CENTER CLIENT Auditor Error - WinForms.Monitors.AuditorControl.Form_ AuditorControl.dateChooser_DateSelected. Contact Center Client After upgrade the Make Busy reason codes are no longer in numerical order When agents log out to check voic they are stuck in non-acd state in CONTACT CENTER CLIENT agent state monitor Marquee list does not sort alphabetically CONTACT CENTER CLIENT clients crashing intermittently Client applications taking excessive amount of time to launch for some users (90+ seconds) Agent State by Queue with large fonts resets to default size on configuration change events. 21

26 Queue Group Now stats do not match INTERACTIVE VISUAL QUEUE Moving s from one queue and dropping it in another in INTERACTIVE VISUAL QUEUE works but if you drag and drop the in the queue into somewhere else in CONTACT CENTER CLIENT it will vanish Call lost from INTERACTIVE VISUAL QUEUE monitor Card design not showing the 'field' selection (left hand pane) There is a significant change in behavior between versions when applying security in conjunction with Contact Center Client profiles. CCMWeb Scheduled Reports List in CCMWeb was not sorted alphabetically Installation and Upgrades Giving the remote IVR a computer name of over 16 characters causes remote IVR to fail to bring ports into service Getting error No Deployments found when trying to install CLIENT COMPONENT PACK on client. IVR Routing When editing a rule within a workflow and removing a member from the rule. It changes the title of the rule activity to what is now the first listed member. 22

27 If you hang up instead of recording a new prompt, it should leave the existing prompt in place, but instead it is replacing it with a prompt with silence IVR workflow continues execution after hang-up activity When editing to a cc filter trap in routing on the media server it changes all entries to "To" and you cannot change them back. This means that a duplicate has to be created and then the old one deleted Variable content doesn t get passed to response routing Power dialer continues to fail if it fails to make a call successfully IVR intermittently not playing complete prompt Excessive SXERR_NO_CALL_TO_ANSWER errors in port logs when call transferred from Nupoint Messenger to IVR hunt group Stored variable is lost when set in a workflow and unavailable when in UPIQ subroutine Callback requests do not save in certain configurations The system prompt for "Cents" in Spanish CL is wrong (using the Spanish ES regional pronunciation) One UPIQ Port is dialing queue with no calls waiting. Call fails or IDLE Agent is presented with ACD call and dead air from this port When a call goes to a Failure branch of the initial transfer option the next transfer fails Deleting a rule that is used within a workflow results in the workflow halting and locking the port in an answered state with the caller just hearing silence Long delay/silence between prompts Callback recordings do not always match the caller s submission. 23

28 Callbacks always appending 011 (international) dialing prefix for national numbers (should just be adding 1) Intermittent no audio heard via IVR Ports UPiQ intermittently playing a 6 hour estimated wait time Quick setup to upload wav files created duplicate prompts for each one. Multimedia Contact Center A correctly spelled word in copy and pasted text is being detected as a spelling error Outbound s are not being delivered due to invalid addresses and agents are not being notified (non SSL connection to SMTP Server) Adding picture with hyperlink into auto acknowledgement s The default transcript uses the <<From>> variable instead of the <<Username>>, resulting in a blank string instead of the chat customer nickname A.txt reply template cannot process special characters Chat and Voice call delivered even though workload is set to prevent this - observable delay between MAKE BUSY on the MCC agents vs. Voice agents Some invalid chat message content was found and has been removed. The offending content was the unsupported tag attribute LANG on the SPAN tag Option to overflow to agent group if preferred agent not logged in isn t working in routing. 24

29 Ignite crashed when user changed focus back to their inbox Ignite will indent text one SPACE to the right Ignite by default will have font as Verdana 8pt displayed in Ignite but when sent it is Times New Roman 12pt Ignite client pop-up not working on ringing when using ScreenPopOnringing variable in the workflow Printing s In Ignite seems to cut images off Ignite login failure for all users - 'MiContact Center Web SDK login failed with status text:' Chat customer not receiving/seeing chat responses When viewing s in a queue (Ignite) in grid-view, the From Name field isn't populated Edit pane in Ignite Client remains 'on top' when switching to real-time tab Service level countdown is including time outside business hours Manual configuration setting for Requeue Timer on Picked items not functioning TimeOfferedToSystem and TimeOfferToQueue is identical when delays are configured in the workflow Pick and Reply intermittently becomes a Pick. 25

30 Ignite saved attachments are not remembering the file path to where they are saved Intermittently Ignite is not displaying available destinations in Transfer window Unable to see the body in Ignite periodically Losing focus on Ignite when declining an Ignite crashing intermittently. Error indicates a possible problem with the grid, however resetting profile did not help, and multiple agents/profiles affected Routing Media stopped updating list of s due to duplicate ConversationID in SQL Case and Ticket prefix configured in YourSite Explorer not being used if employee is on different site from media server (Not Multi-Tenant) Clicking on <New > in Ignite generates error 'Object Reference Not Set to an instance of an object' Restarting the Enterprise Server service results in InQueued s being reordered Ignite Toaster Window doesn't close when <Accept> is pressed. Reporting Employee Performance by Agent ID report has all zeros for shift & Make Busy columns. 26

31 LifeCycle Reports start/end times not matching call segments reported Agent group report web pages don't display controller/site details in CCMWeb Running Queue Performance Chart on per month basis shows no data Agent Inbound Trace producing duplicate records based on linked transfer segments Lifecycle reports not getting the Call Segment Complete records CCMWeb gives error when trying to view reports Voice Queue reports page takes a long time to load the list of 1500 queues from the database Start time of the 'Classification Code' event should be the time the classification code was set in LifeCycle reports Queue Group Performance by Member Period and Queue Group Answer by period have different calls offered and calls handled totals Employee Accounting Trace and Employee Group Accounting Trace don't match Agent by Make Busy/DND Trace and Agent Group by Agent by Make Busy/DND Code report different values Not all Outbound Calls are showing on Employee Group Accounting Trace for Outbound Calls Failed chats are not being counted on the reports compared to the real time stats on Contact Center Client. 27

32 Chat reports are incorrect and over inflated. Failed chats are not being counted on the reports compared to the real time stats on Contact Center Client Incorrect column name in Voice Queue Performance by Account Code. Services Data Synchronization Service - Changes to Agent Group reporting numbers via YourSite Explorer not writing back to MiVB Workforce Management Connector Workforce Management / Total View Issue where too many folders are being created. Workforce Scheduling Forecast report shows the wrong column header. It should be "Managed Agents" but it says "Agents required" Forecasting tool generates Unhandled exception error has occurred. Object reference not set to an instance of an object on some clients when exporting to Excel User cannot see time off requests despite being set up identically to working users Issue when trying to connect from one client machine to different MiContact Center servers Loading historical data fails in Workforce Scheduling because of missing DLL files. 28

33 YourSite Explorer There is no way to actually delete agents without using SQL Management Studio When sorting a paged list of available members in an agent group, each page is sorted separately instead of the full list and re-paged We should be defaulting the from address to be the first valid queue address in the TO field on the original when the queue has no address defined Schedule Exclusion List does not work on alarms When running in site-based security trunk groups are visible from a different site Unable set employee as inactive Can't clear the Hunt Group in Recorded Announcements When trying to close Extension Groups tab or YourSite Explorer itself after making changes to membership of an extension group, dialog repeatedly warns that 'Extension groups was not saved. Do you want to save it?' YourSite Explorer freezes up if you attempt to remove the last media type from an agent group. 29

34 MiContact Center Business Version Contact Center Client The SMDR Inspector was using extra memory to parse non-smdr records found in the raw data files. Protection has been added to reduce the impact of these bad records Configured alarms in Contact Center Client would not trigger on launch if the condition was already present. Instead they would trigger on the first state change Queue Group Now and Queue Now were not always lining up for Non-ACD statistics In an Agent State monitor, a supervisor silent monitoring an agent would display the silent monitor code and the agent being monitored Optimization changes to Work Timer have the following impacts: In the PhoneSet Manager (Softphone) pane Work Timer will count down. In Web ignite the Work Timer will count down In Desktop Ignite the Work Timer will count down In real-time monitors (Contact Center Client) Work Timer will count up Ignite The toaster in Web-Ignite was truncating data text instead of wrapping Some calls were becoming stuck in the Web Ignite Inbox after the caller disconnected When using forced classification codes in Ignite, codes entered during the Work Timer were not being pegged to the call In some cases Ignite would not make an outbound call in the Inbox the focus, and as such the account code button would not be selectable. Users would have to click the call in the inbox first before applying account codes When a call was received on a second line, it would become stuck in the Ignite Inbox.

35 When Desktop Ignite was configured to expand and collapse automatically the call details would intermittently not display in the inbox until the Ignite window was manipulated Intermittently Ignite was returning an error regarding a third party component in need of updating. Ignite has been repackaged to include this updated component. Installations and Upgrades Port 7004 was not being automatically added to firewall rules during installation, resulting in IVR synchronization failing. IVR Routing The maximum length for a TTS prompt was 255 characters. This has been increased to 800 and a tooltip added to advise users of this limit IVR prompts which included QueueGroup stats were not being played correctly After a prompt was removed from a workflow it was still listed as having a relation to that workflow elsewhere in YourSite Explorer Pre-recorded prompts in German language had extra dead air on beginning and end of each prompt Inaccurate Caller ID Name was being displayed in INTERACTIVE VISUAL QUEUE and Agent State real-time monitors, and when delivered to IVR Users were unable to use * (star) or # (pound) as branches in a menu activity when using Nuance Integration The Area/City code of 02 (Digital GSM Mobile Phones in New Zealand) was added to the phone numbers list TimeoutExceptions were not being caught by the IVR services. This has been corrected, and the timeout period is now configurable through the GlobalAppSettingsEditor using the WaitForPendingRequestsOnConsult setting.

36 When configuring a Query activity users could not specify the timeout period before the query would move on due to a failure. We have added a QueryActivityTimeout configuration in the RoutingMediaService.exe.config file, which uses an hh:mm:ss format. Multimedia When using variable compares to route it was possible to have another queue s address as a recipient on the reply, resulting in routing loops. Logic has been added to prevent an routing if both the TO and FROM address contain the same queue s address. These messages will now be set to NoReply In YourSite Explorer users were unable to import the default inbound workflow manually. An error was returned, advising Invalid license this workflow contains activities that require an IVR license. Reporting When an External Hot Desking Agent handled a queue call it would be pegged as Abandoned The Agent Internal/External Counts by Period report was not pegging internal calls from one agent to another The Queue (Group) Unavailable Trace report was populating the Caller Name column only with the caller s phone number, even when correctly configured in the ANI table The Queue (Group) Performance by Period report was not calculating the Average Speed of Answer statistic correctly In Flexible Reporting, when excluding a specific day, some statistics were still included in the report The Agent by Make Busy / DND Trace report was double pegging some Make Busy events The Agent Group Performance reports were double pegging some ACD Handled calls.

37 Data summarization for an media server was failing for one site, resulting in reporting inaccuracies In cases where the SMDR records were received out of order, a Queue Performance report was double-pegging some calls After upgrading to MiContact Center Version 8.0.X.X, the IVR Branch by Condition report was not capturing all Hunt Group conditions. Workforce Scheduling The Workforce Management plugin for Impact 360 was not sending configuration changes to the Impact 360 server, and was therefore not showing in adherence data Workforce Management data files were not populating the HandleTime column When saving changes to a schedule, some users experienced a long delay followed by an error: The update did not succeed due to network congestion. In order to continue, the Workforce Sheduling clients needed to be closed, and the Scheduling service on the MiContact Center server restarted. MiContact Center Business Version Contact Center Client During call transfers the DNIS was not always updating for the Toaster or Screenpop of the recipient Calls being routed via a No Answer Redirect to a path were being cleared from the Interactive Visual Queue monitor in error When calling from an internal number, using a speed-diel which then routes to an IVR port, the calls Offered and Abandoned statistics were not incrementing in real-time monitors.

38 After upgrading to MiContact Center , reporting on second-line activity was no longer calculating the overriding state the same as it had been in version 7.1.X.X In a Citrix environment the toaster pop-up in Contact Center Client was appearing farther up on the screen with each call External Transfers from a server configured to be in the UK to phone numbers beginning with 7 (Cell phone within the UK) were being handled as international dialing, and had incorrect dialing options applied Screenpop URLs were limited to 128 characters or less When using the DailyResetTimeOfDay optional configuration in the global application settings editor, only the voice queue stats were updating in Contact Center Client. Multimedia queues were not taking account of the configuration change Some calls were disappearing from the Interactive Visual Queue monitor when they were still present in queue When a queued call is transferred from one agent to another, the second agent was unable to enter a classification code during work timer In Agent State By Queue By Time monitor, agents who should have displayed as Logged In Not Present were instead simply displaying as Idle Users were unable to access the Auditor tool without a System Administrator supervisor license, where previously any supervisor license was sufficient The Contact Center Client was experiencing poor performance if it was displaying a Queue Now monitor with a large number of queues being monitored. We have now confirmed up to 1500 queues can be monitored safely In MiContact Center , the Softphone (or PhoneSet Manager) tab is hidden to users with a PhoneSet Manager (Mitel Deskphone) license only In some cases, after an IVR transfer calls could become stuck in the Interactive Visual Queue monitor, remaining visible even after the call was handled. This also affected Updated Position in Queue calculations Users were unable to access the Transfer To option by right-clicking a queue in the Queue Now monitor.

39 Contact Center Management A security vulnerability was discovered in the Elasticsearch application (installed as part of the MiContact Center Multimedia offering) allowing remote code to be executed via port This port is now blocked on install Intermittently pop-ups for Alarms configured in Contact Center Client would not close according to their configured delay, requiring users to manually close them In some environments the Enterprise service logs were being flooded with warnings about Inboxes having invalid contacts due to a Global Call ID linking error The tbldata_agentbydevice table in the MiContact Center database was not being purged as part of the nightly maintenance routine, allowing it to grow unchecked When making changes to IVR in YourSite Explorer while queues are set to DND by Interactive Contact Center control plans, queues were intermittently being removed from DND when changes were saved The Login screens for MiContact Center applications did not display correctly if the Windows option to increase display size was set greater than 100%. Contact Center Client, YourSite Explorer, Ignite, and Flexible Reporting have been corrected The Enterprise service was susceptible to a logic loop in certain environments resulting in the service becoming unresponsive Duplicate prompt names prevented a backup or restore, causing upgrades to to fail Sites using Active Directory authentication were unable to login using passwords that contained the & symbol. Ignite The Ignite client was hanging on startup, reporting that it was retrieving user permissions Users were unable to log in to Ignite unless their security role allowed for Interactive Contact Center control In an SSL environment Ignite would intermittently encounter errors when switching between media folders.

40 When a call was transferred directly to an agent they were unable to enter classification codes during worktimer when using Web Ignite When opening an attachment with its default application from ignite, a copy of the attachment was also being saved to the user s desktop When an agent is handling multiple contacts, attempts to forward an , and minimizes then maximizes Ignite before sending it from their inbox then the message would fail to send The draft preview right-click function in Ignite was unresponsive. Installations and Upgrades After upgrading from MiContact Center 6.X to 8.X, employee licenses were not registered until their associated agents and extensions were removed and reassociated The CSM data import tool was not converting the raw data accurately, resulting in reporting discrepancies in reports run against the old MiVoice Office 250 data. IVR Routing When restoring a backup from MiContact Center 6.X some schedule conditions were missing When configured for GMT +12 (Auckland Wellington) time, Web Callbacks were submitted in UK time instead When site based security is enabled, a prompt containing a system WAV file would not play UK Mobile numbers beginning with a 7 were not yet present in the phone numbers list, and as a result callbacks to them would not dial correctly In a site configured with resilient agent greeting ports, the agent greeting ports would begin playing voic prompts The web callback template no longer displayed the Date/Time picker when users selected a later callback time.