CCE 5.0 Service Pack3 Release Notes

Transcription

1 CCE 5.0 Service Pack3 Release Notes Aug 2011

2 Contents 1. Introduction Scope Enhancement Included in CCE 5.0 Service Pack Recommended CCE 5.0 Service Pack3 Installation and Configuration Guidelines CCE 5.0 Service Pack3 Package Installation Prerequisites for Installing CCE 5.0 Service Pack Downloading the CCE 5.0 Service Pack Back-Up Instructions Server Upgradation Stop CCE Services on CCE Servers Upgrade CCE Services Upgrading the Database 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 Known Issues and Resolution Non-administrator user Reporting Access Issue 13631/ Digitally Signed s Issue Agent State in Presence Issue Report Generation is Slow Issue Unable to Sign up in Communicator plug-in in Windows Vista and Windows 7 Desktop Issue Configuration Server Issue Issue Total Call Counter set the Total Agent Available Counter is Incorrect Issue ACD Calls (Agent Attendance Report), Calls Answered (Agent Split/Skill Report) and Answered Calls (Agent Summary Report) Issue Last Agent State Issue Display Proper Language in Notification by Using Rules Plug-In Issue Split Skill Report - No Statistics for Transfers and Assists Issue CCE Desktop is not Getting Uninstalled Completely Issue IE8 doesn t get opened in CCE Desktop when it is opened as external application Issue Activities in the MSCRM public queues Issue Forward to RE Additional Information Issue IDS-V&P Fail to Monitor Devices When AES-CM Link goes down and comes up Issue RONA Feature in Multimedia Issue All component s.ini files get reset CCE 5.0 Service Pack3 Aug 2011

3 5.4. Issue Contact Center Express Reporting User Guide Documentation Correction Issue Contact Center Express Installation Guide - Documentation Correction Issue Contact Center Express 5.0 Upgrade Migration Guide - Documentation Correction Issue In IE 8.0, only one web chat session is possible from client side Issue Contact Center Express Desktop User Guide Documentation Correction Issue Contact Center Express Desktop User Guide Documentation Correction Issue UUI removed from parameter list - Documentation Correction Issue Customizing the language on CCE Desktop - Documentation Correction Issue CCE 5.0 Virtual Agent IVR license documentation issue Issue In Presence tab, 4105 column is displaying in normal mode and 4276 and 4105 in supervisor mode Issue CCE will not support the iclarity application shipped with CCE Desktop for Windows 7 Operating System CCE 5.0 Service Pack3 Aug 2011

4 1. Introduction The Contact Center Express 5.0 Service Pack3 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 Contact Center Express (CCE) software updates are distributed in service packs. These software updates are used to correct issues and add features not included in the original release of the CCE 5.0 system. The Contact Center Express (CCE) 5.0 Service Pack3 is the third service pack for the CCE 5.0 release. Avaya recommends that all CCE 5.0 customers upgrade to this service pack as soon as possible to ensure they have a complete set of fixes. Please follow instructions in this document when installing and configuring CCE 5.0 Service Pack3. The existing features in CCE 5.0 continue to be in use, unless mentioned otherwise. The Installation tool provided with this service pack is designed to easily install all of the fixes in the CCE 5.0 Service Pack3. The CCE 5.0 Service Pack3 can be used on top of an existing CCE 5.0, CCE 5.0 patch1, CCE 5.0 Service Pack1 and CCE 5.0 Service Pack Enhancement Included in CCE 5.0 Service Pack1 Additional Web Browser Supported Issue 13905: Contact Center Express includes support for the IE8.0 Web Browser for End- Customer in CCE 5.0 Service Pack Recommended CCE 5.0 Service Pack3 Installation and Configuration Guidelines To deploy the CCE 5.0 Service Pack3 on a CCE 5.0, CCE 5.0 Patch1, CCE 5.0 Service Pack1 or CCE 5.0 Service Pack2, 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 5.0 service Pack3. 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. 7. Configure Reporting(If already not configured). 8. Start CCE services and agent side process. 9. Verify Installation CCE 5.0 Service Pack3 Aug

5 1.2. CCE 5.0 Service Pack3 Package Name of Service Package: CCE_SP_5.0.3.iso MD5 Checksum: 3812ef698dbc3ca9fea99a7e d 2. Installation 2.1. Prerequisites for Installing CCE 5.0 Service Pack3 This section describes the prerequisites for installing the CCE 5.0 Service Pack3. Before you install CCE 5.0 Service Pack3 you must have CCE 5.0 installed on your system Downloading the CCE 5.0 Service Pack3 You can download the CCE 5.0 Service Pack3 files from the Avaya Support Web site. To download CCE 5.0 service Pack3: 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 5.0 service Pack3 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 2.4. Server Upgradation This section describes in details the steps for upgradation. CCE 5.0 Service Pack3 Aug

6 Stop CCE Services on CCE Servers Before you run the CCE 5.0 Service Pack3 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 Pack3 1. Close all open applications. 2. Run the setup.exe file. 3. Trace System Server Dialog box is open, Provide Server name and Port and Click Next. 4. Avaya Contact Center Express Application Selection dialog box is open. CCE 5.0 Service Pack3 Aug

7 5. Click Server. 6. Select Configuration Server and follow the steps of the Configuration Server Setup. CCE 5.0 Service Pack3 Aug

8 7. Select Interaction Data Server and follow the steps of the Interaction Data Server Setup. 8. Select Call Recording Config Service and follow the steps of the Call Recording Config Service Setup. 9. Select Call Routing Server and follow the steps of the Call Routing Server Setup. 10. Select Task Director and follow the steps of the Task Director Setup. 11. Select Trace System and follow the steps of the Trace System Setup. 12. Click 13. Select Media Director and follow the steps of the Media Director Setup 14. Select Virtual Agent and follow the steps of the Virtual Agent Setup 15. Select XML Server and follow the steps of the XML Server Setup 16. Select Application Management Service and follow the steps of the Application Management Service Setup. 17. Click Media Stores CCE 5.0 Service Pack3 Aug

9 18. Select Preview Contact Media Store and follow the steps of the Preview Contact Media Store Setup. 19. Select Simple Messaging Media Store and follow the steps of the Simple Messaging Media Store Setup. 20. Select Voice Media Store and follow the steps of the Voice Media Store Setup. 21. Select Media Store and follow the steps of the Media Store Setup. 22. Click Back CCE 5.0 Service Pack3 Aug

10 23. Click Media Gateways CCE 5.0 Service Pack3 Aug

11 24. Select Web Chat Gateway and follow the steps of the Web Chat Gateway Setup. 25. Select MSN Messenger Gateway and follow the steps of the MSN Messenger Gateway Setup. 26. Select AOL-ICQ Instant Messenger Gateway and follow the steps of the AOL-ICQ Instant Messenger Gateway Setup. 27. Select Communicator Gateway and follow the steps of the Communicator Gateway Setup. 28. Select Web Chat for IIS and follow the steps of the Web Chat for IIS Setup. 29. Select Short Message Service Gateway and follow the steps of the Short Message Service Gateway Setup. 30. Select XMPP Gateway and follow the steps of the XMPP Gateway Setup. 31. Exit 32. 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 ASMSData 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 5.0 Service Pack3 Aug

12 Note: The Version number of ASMSDataX stays at and ASMSControl is upgraded to from Client Upgradation Before you run the CCE 5.0 Service Pack3 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 Pack3 1. Close CCE Desktop/Reporting applications. 2. Run the setup.exe file. 3. Trace System Server Dialog box is open, Provide server name and port number where the Trace system is installed and Click Next. CCE 5.0 Service Pack3 Aug

13 CCE 5.0 Service Pack3 Aug

14 4. Avaya Contact Center Express Application Selection dialog box is open. 5. Click Desktop. 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 5.0 Service Pack3 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 Call Routing Server CCE 5.0 Service Pack3 Aug

15 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 Avaya Call Recording Config Service Avaya Trace Server Avaya Voice Portal Config Service 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 Call Recording Config Service Media Director AOL-ICQ Instant Messenger Gateway Communicator Gateway MSN Messenger Gateway Short Message Service Gateway Web Chat Gateway XMPP Gateway Media Store Simple Messaging Media Store Task Director XML Server Call Routing Server 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 Director@<servername>->Media Clients, in the summary the above agent should be listed. CCE 5.0 Service Pack3 Aug

16 2.7. 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 5.0 /CCE5.0 Patch 1 / CCE 5.0 Service Pack1 / CCE 5.0 Service Pack2 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 2. From the CCE 5.0 /CCE5.0 Patch 1 / CCE 5.0 Service Pack1 / CCE 5.0 Service Pack2 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 fixed in CCE 5.0 Service Pack Issues Fixed in CCE Issue Number Component Issue Summary IDS Server Held call value increments every time agent puts a call on hold Real-time Reporting Plugin Split Skill column in Real-time agent report is always empty. This column is removed now Voice Plugin When an agent does Consult Transfer of a call, the "Complete Transfer" option is enabled, even when the Agent-Agent call is in ringing state Directory Plugin When a new work-item is created directly off a contact in directory-plugin, contact association doesn't happen in the outbound . As a result, when the customer replies to the same , the inbound also doesn't have the contact associated with it. CCE 5.0 Service Pack3 Aug

17 Plugin When an agent clicks on send button(for forward to RE ) then message-box is displayed saying work code needs to be entered before sending an , and work code window also pops up Supervisor Plugin More than 10-digit extensions were not monitored by Supervisor Plugin. Since Monitors are not placed we did not get any csta related events 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 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 Desktop Utility Plugin Agent history stops working when a particular is received at CCE Desktop 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 CallsWaiting is representing CallsInQueue while writing to database, and CallsInQueue is not handled when a call is abondoned when the call is in queue External Application Container Plug-in Desktop External Application Plug-In does not close IE8 Sessions properly Plugin When agent is on reply mode, 'Close the work item' button is disabled (valid case), but if agent goes to original then 'Close the work item' button is enabled. If agent closes the work item then reply gets closed not the original Supervisor Plugin Supervisor plugin shows new call for agent when agent logs out by Feature Access Code (FAC) of hard phone. This call does not get cleared, and remains in the list Voice Plugin When agents have Voice interaction open and transfer the call, CCE opens new interaction tab. When transfer call is completed, original interaction/tab does not allow 'completed successfully' closure option IDS Server Hold time is not calculated for agent if the original call is put on hold twice in consult conference case Media Store Media Store shows error "send rcpt command" when downloading particular s from MS exchange server Preview Contact Media Store Preview Contact Media Store stop querying for unprocessed interactions even though schedule is active Voice Media Store VMS incorrectly passes Source Station in place of Destination Station to database, in case of a failed call. CCE 5.0 Service Pack3 Aug

18 3.2. Issues Fixed in CCE Issue Number Component Issue Summary CCE Desktop, CCE Uninstall Issue of Media Proxy is fixed in both CCE Desktop and Reporting 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 Rules Plug-in Comma-Separated Arguments are not read properly by Rules UI CCE Desktop, CCE Reporting CCE Desktop is not getting upgraded properly on Windows vista Rules Plug-in A New Rules Created in Rules GUI after save and re-open then field values are appended to Do section last argument text box Media Store Media Store Queue stops processing outbound s when a particular comes to that queue Media Store If an interaction ( ) is opened for viewing from History Plugin, Media Store is incorrectly queuing this interaction to Media Director. As a result of which the same closed interaction is sent to the agent for processing Media Store attachments received from a single customer arrives without attachments at CCE Agent Desktop, the raw data on those messages shows 'Content-Disposition: Adjunto' Auto-Text Plugin When advanced workcode is used, and the list of workcodes is too long(such that it goes out of the Advanced Workcode window), selecting a workcode towards the end of the list closes the window before saving the workcodes Main Installer Call Recording Logo after running 'Setup.exe' is similar to 'Communicator Gateway' Logo IDS V&P 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) Presence Plug-in The offhook Phone symbol is not shown for an agent who is on call ASMSControl Database getworkcodehistory Stored Procedure will not work if the Collation of the SQL server is non-english 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 IDS V&P Station DN does not get cleared when agent logs out of station until the next statistical interval is started. CCE 5.0 Service Pack3 Aug

19 12908 IDS V&P Both versions of IDSVP do not appear to calculate the parameters Average Wait Time (VDN) and Shift Average Wait Time (VDN) IDS V&P Longest call waiting parameter for vdn is not updated in It is always zero IDS V&P After Installing the IDS server it still gives the reference of 'Agile Software' in the IDSView log which should get changed Presence Plugin Group members do not get registered in Presence if maximum group members is decreased and then increased.restart of desktop is needed to register all group members Presence Plugin Tabbed Groups do not get registered in Presence if maximum tabbed groups is decreased and then increased.restart of desktop is needed to register all group members Presence Plugin Presence tab on CCE desktop shows Yahoo address column, although Yahoo gateway is not supported by CCE Presence Plugin The counter name "Calls per hour" is outdated, IDS delivers the value as "Calls received/interval" and "interval" may be 15 or 30 minutes, 1 hour etc Plugin Send button functionality is not working in the same manner when agent enters the Advanced WorkCode before & after sending the mail Preview Contact Media Store Simple Messaging Media Store 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. Delivered Workitem count was not considered in Interaction Waiting Count. Related to IDS MM Fix Delivered Workitem count was not considered in Interaction Waiting Count. Related to IDS MM Fix Voice Media Store Delivered Workitem count was not considered in Interaction Waiting Count. Related to IDS MM Fix IDS Multimedia Interaction count not updated after IDs multimedia restart IDS Multimedia Pending workitems should be counted in Calls waiting for multimedia Queue Voice Plugin When we receive a call and if we answer the call by clicking Voice->Answer, the call will get answered but still the voice menu doesn't get reloaded. So answer call is still enabled, and no other button is enabled ASGUIHost Workcode button not appearing, Basically When you take focus away from the voice tab and then click back on the voice tab to enter in a WorkCode, the button is grayed out when it was initially illuminated. CCE 5.0 Service Pack3 Aug

20 13922 Supervisor Plugin While testing supervisor plug-in, it is observed that there is no update on Supervisor Agent work mode when we change agent state to After Call Work from Dashboard Supervisor. The problem can be reproduced when we stop at least one of the services of IDS View and IDS V&P services 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 Dashboard Plugin Issue with CCE reporting/desktop not launching for newly added agents. The issue happens when authenticating users against the Contact Center Express Reporting application. When reporting templates are being added and the agents open the dashboard, then the Config server CPU keeps growing and also the GUIDs keep repeating in the template and never get cleared External Application Container Plugin CCE Desktop is configured with rules and External Applications. The external application should open the Internet Explorer with the address configured in.ini file. Instead : Internet Explorer opens with address IDS V&P CallsHolding at a skill is not decremented when the call of a skill is retrieved 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 SMS Gateway SMS Gateway fails to start with OutOfBound Array exception. Buffers should be dynamic based on the length of the protocol data units received Voice Media Store VMS crashes on high load as the thread which writes to database gets blocked due to locks IDS V&P When the agent puts the call on hold the agent talk state is shown as idle even though the agent is engaged in a call. Agent talk state should be busy when an agent is on call XML Server A valid thread id for Composer thread is returned if it's returned as zero XML Server Accommodated the relevant suggestions collected by Coverity analyzer. XML Core dumps is fixed XML Server XML Core dumps is fixed. After deleting pointer object, a null is assigned to the pointer Simple Messaging Media Store During the ongoing chat session, if SMMS gets restarted, customer gets message - "The conversation has been suspended. We will contact you a.s.a.p" which is misleading for web chat customers because in web chat there is no outbound. CCE 5.0 Service Pack3 Aug

21 3.3. Issues Fixed in CCE Issue Number Component XML Server XML Server XML Server Issue Summary "Tserver link down" alarm is not getting generated when wrong Tlink assigned in Edit XML Server Tab. "Name service failed" alarm is not getting generated when port number which is already in use is entered in name service port in Edit XML Server Tab. "Tserver login failure" alarm is not getting generated when wrong username or password are provided for Tlink in telephony server configuration in Edit XML Server Tab Installer Call Routing Server service, Voice Portal Config Service and Call Recording Config Service are getting installed as Interactive Service instead of windows service Communicator Plug-In Communicator plug-in warning pop up message window doesn t have any heading, After the fix the heading is displayed as Warning Media Store Media Store gets into infinite loop when an of type Content-Type: multipart/report sent/received IClarity CCE desktop PC speaker start ringing even though USB headset is used after iclarity configured Rules Plug-In Creating a new Rule with CCE Desktop removes any commented out Rules from the configuration Simple Messaging Media Store Media Gateways Simple Messaging Media Store Value of Version parameter under [Startup] section in 'ASSimpleMessagingMediaStore.ini' file is still , it should be After fix this change will be reflected only after the re-installation of the component. Agent Specific Welcome Message field shows <NULL> value after installation of CCE Desktop SOAP Plug-In The call is not getting routed to Agent with UUI = "UserDefinedUUI" which is fixed parameter passed to Call Routing Server Supervisor Plug-In ASGUIHost.exe is throwing an exception while shutting down Telephone Plug-In The information regarding Telephony Plug-in, XML Server down, Primary link connection closed is not present in the CCE desktop Error log file TTrace System TTrace server service is getting installed as Interactive Service instead of windows service Voice Plug-In Send DTMF tones button is enabled, although no number is there at the number to dial textbox, it should be disabled Auto Text Plug-In WorkCode menubar item of CCE Desktop appears above third party application and is blocking display of the third party CCE 5.0 Service Pack3 Aug

22 application window CCE Desktop Telephony plugin of CCE Desktop does not try to remonitor the station after the connection between AES server and CM is broken and comes up Control panel An extra security banner.ini file is present at C:\Program Files\Avaya\Contact Center Express\Desktop\Contact Center Express Control Panel folder AS Calculator Plug-In In desktop with French locale set, in calculator the comma is not functioning. In French calculator the English calculator dot is replaced with comma and that is not functioning CCE 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 Control panel Blank database node appears on media store database when the database configuration for Task Director is not done, in the control panel Voice Plug-In Environment Details:"Automatically Drop Phantom Call" is set to false,agent auto answer is enabled and there are a large number of s in the queue.when an work item is completed and closed,the phantom call does not get disconnected Media Store Stripping of attachment, when a particular is received by EMS. The issue happens because of absence of boundary field at the end of the Media Store The whole queue is blocked after receiving a particular , and that queue cannot process further incoming s. The issue was with subject-line parsing, as UTF-8 encoding was not understood in the subject line parsing Rules Plug-In On CCE Desktop customer can't launch CCE rules window, issue will happen only when they have "stop" condition in the above rule Spell Checker Plug-In The French spell-check does not work and it still shows English language. The language selected (French or any other foreign language) is not working Voice Plug-In When agent initiates consult conference call to supervisor,' Complete Conference' button is enable at agent-customer call window Media Store In the control panel we can see only the number of queued s not suspended s Plug-In When an agent first suspends the workitem, then enters the workcodes and then closes it by clicking on the cross, the workitem does not get suspended and is not presented to the CCE 5.0 Service Pack3 Aug

23 agent after the suspend time. Instead it is completed with the completion state as "Successful" Reporting Plug-In CCE Reporting in version 4.11 is very slow to respond and are receiving timeout error for outcomes-workcode report Media Store Only queued s which are in present database are getting re-queued after EMS is restarted. The s which are present in past database are not getting re-queued after EMS is restarted Media Director When Rona is configured in CM race condition is observed in Media director while processing the telephony events Desktop Utility Plug-In After receiving Multimedia WI Agent states incorrectly changed to available, after receiving or making direct station call 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 Simple Messaging Media Store IDS Voice and Presence 'Agent Specific Welcome Message' entry is not present in the Configuration Server until agent provides the value from CCE Desktop. IDS Voice & Presence is stripping leading zero of VDN devices when a hyphen is used to specify a range Task Director If we disable the multicast Task Director won t show up in the control panel even if we set the Management object URL and Application Management Director URL List correctly IDS Voice and Presence IDS V&P fails to monitor devices, when AES-CM links goes down and comes up IDS - View IDS-View fails to synchronise with IDS-Voice&PResence after IDS-Voice&Presence is restarted Interaction Data Client When connection between IDS Voice and Presence and IDS View goes down and comes up, Presence shows invalid States for some agents. This generally happens if the number of agents monitored is large in number (>99) Wallboard Plug-In Interactions Waiting count does not decrement when a customer or agent drops a held call without retrieving it IDS Voice and Presence AIDServer.ini file doesnt show correct value for ttrace hostname when IDS upgraded Media Store When inserted a template in CCE 5.0 during reply of , it is taking the subject of the template instead of the original Reporting Plug-In CCE Reporting is very slow to respond and are receiving timeout IDS Voice and Presence The IDS voice and presence service goes down and comes up intermittently Voice Plug-In When agent initiates consult transfer call to supervisor,' CCE 5.0 Service Pack3 Aug

24 Complete transfer' button is enable at agent-customer call window. 4. Known Issues and Resolution This section provides the known issues or limitations that pertain to the CCE 5.0 Service Pack3 release, in addition to the earlier releases on CCE Non-administrator user Reporting Access This section describes the necessary steps for granting 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 5.0 Service Pack3 Aug

25 2. Click on the tab Properties CCE 5.0 Service Pack3 Aug

26 3. Click at New Role Assignment 4. Fill in at Group or user name following string: BUILTIN\Users 5. Tick the role Browser 6. Click OK. The Properties side appears with the new group assignment. CCE 5.0 Service Pack3 Aug

27 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. a) SQL Server default instance installation b) SQL Server with named instance installation CCE 5.0 Service Pack3 Aug

28 8. In the tab Reporting Selection the reports should be shown Issue 13631/ Digitally Signed s. 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 is not verified by CCE Issue Agent State in Presence. 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 Issue Report Generation is Slow The execution speeds depends on the size of the ASMSdata Database. If you experience frequent timeouts and delays while running reports, check the size of ASMSData Database. If the size is huge create a new ASMSData database and make the old offline as soon as possible. Reports would be faster. CCE 5.0 Service Pack3 Aug

29 4.5. Issue Unable to Sign up in Communicator plug-in in Windows Vista and Windows 7 Desktop. It is because of IPv6 on Windows Vista/Windows7. From Windows Vista onwards IPv6 is fully implemented and supported, is also installed and enabled by default. CCE doesn't support IPv6. This problem can be resolved by disabling IPv6 using Windows Registry. This section describes steps to disable IPv6: 1) Open Registry Editor (regedit). 2) Navigate to the following registry key branch:hkey_local_machine\system\currentcontrolset\services\tcpip6\parameters\ 3) Create the following registry value (DWORD type):disabledcomponents. Note that the name must be exactly as shown, including capitalization. DisabledComponents is set to 0 by default. 4) To disable IPv6 support globally on all interface, set the value data for DisabledComponents to FF, or simply FF. 5) Restart the computer for changes to take effect. 6) To revert and enable IPv6, delete DisabledComponents registry key or set its registry value to 0. Note: Administrator rights are required to make changes in windows registry Issue Configuration Server Issue When you start Configuration Manager for the first time and try to close it, the system displays the Microsoft Management Console (MMC) dialog box. The MMC dialog box ask you to save the snap-in console file to Microsoft Management Console (MMC) version 3.0 format. Click Yes to save the file in the 3.0 version format. After you save the file, the system does not display the MMC dialog box next time when you close Configuration Manager Issue Total Call Counter set the Total Agent Available Counter is Incorrect 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 is to get this value correctly, add all devices (stations) in the ini file of IDS voice and presence server for monitoring. CCE 5.0 Service Pack3 Aug

30 4.8. Issue ACD Calls (Agent Attendance Report), Calls Answered (Agent Split/Skill Report) and Answered Calls (Agent Summary Report) The Following definition overrides definitions given in CCE Reporting User Guide 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. For inbound direct calls, if we make call to agent id directly rather than agent station then call considered as ACD call if in CM s class of restriction parameter "Direct Agent Calling" set to yes. In that case Direct Agent Inbound call counted as a call parameter in Agent Split/Skill Report Issue Last Agent State 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 Issue Display Proper Language in Notification by Using Rules Plug-In 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 Issue Split Skill Report - No Statistics for Transfers and Assists The Following definition overrides definitions given in CCE Reporting User Guide Page Number: 63 on CCE Reporting Guide 5.0. "The Split/Skill report shows the calls handled, agent time and holds for each agent in a particular Split/skill Issue CCE Desktop is not Getting Uninstalled Completely If CCE Desktop is uninstalled after upgrade from any previous supported versions, it is not getting uninstalled completely. Media Proxy folder structure is still present and it is running as Service. If we want to install on the same machine after uninstall, just need to install it on the same path as that of previous installation, and it updates the same instance of the media proxy and works fine. CCE 5.0 Service Pack3 Aug

31 4.13. Issue IE8 doesn t get opened in CCE Desktop when it is opened as external application When Internet Explorer is configured as an external application for CCE Desktop, the behavior is different for IE7 and IE8. For IE7 and other previous versions, it gets opened inside CCE Desktop as a new tab. But, in case of IE8, it gets opened outside of CCE Desktop window. In case this issue is encountered, in External application section of desktop ini (ASGUIHost.ini) put noframemerging parameter: External Application Command Line = -noframemerging Issue Activities in the MSCRM public queues 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-CRM. 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 Issue Forward to RE 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 5.0 Service Pack3 Aug

32 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 All component s.ini files get reset All components ini files get reset when there is no space left on the drive where CCE has been installed. Resolution It is expected to keep a backup of all ini files before any upgrade. To have the system up again do the following steps: 1.Close all CCE Services. 2.Replace the ini files. 3.Start all CCE Services Issue Contact Center Express Reporting User Guide Documentation Correction In Contact Center Express Reporting Guide.pdf of 5.0 on Page 80, "It also tells you the length of the longest call generated via this VDN, the number of calls waiting to be answered, and the number of calls that have been abandoned within the current interval." should be replaced by "It also tells you the number of calls that have been abandoned within the current interval, the length of the longest call waiting generated via this VDN and the number of calls waiting to be answered." CCE 5.0 Service Pack3 Aug

33 5.5. Issue Contact Center Express Installation Guide - Documentation Correction Contact Center Express Installation Guide says that CCE is being supported for windows server bit, whereas there is only a 64 bit version for this version of windows Issue Contact Center Express 5.0 Upgrade Migration Guide - Documentation Correction In the CCE 5.0 Upgrade and Migration document on Page 18 the following recommendation is made: It is our recommendation to upgrade the CCE databases as the first step, as if any issue occurs then you can roll-back to your back-up database and the site can resume operation while any issues are further investigated. Hence the customer will first try to upgrade the DB. On page 19 following steps are mentioned: Migrating Databases from 4.1 to 5.0 You can migrate data from the 4.1 release to the 5.0 release by performing the following process: Upgrade the CCE 4.1 databases to the 5.0 release version. Note: For the DB upgrade using Control Panel GUI go to Upgrading Database using Control Panel on page 147. The above step is not appropriate as the control panel itself has to be upgraded to 5.0 before upgrading the databases from the control panel, the procedure to upgrade the CP is provided on page 59. Also the screenshot which shows the location of scripts to be run for the upgrade of ASMSControl and ASContact Database on page 20 and page 21 is incorrect. The screenshots show the path to the configuration server folder Issue In IE 8.0, only one web chat session is possible from client side Due to changes in the session handling mechanism by Microsoft all the instances of the Internet Explorer will share the same session of Web Chat on end user machine. To initiate a different chat session on IE8 or higher, a user has to select "New session" option from the file menu and then initiate chat. CCE 5.0 Service Pack3 Aug

34 5.8. 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 Following properties from the " " section of documentation are unused in the.ini or the configuration files: 1. Preferred Character Encoding 2. Reply font name. 3. Reply font size 4. Active window on work item accepted. Following are some missing properties in the section of documentation: 1. Last Add Attachment Path- This used is to remember the directory where from last attached file was added in an outgoing . Next time, when "Add Attachments" option is used, it automatically browses to the directory from which file was added as attachment. 2. Last Save Attachment Path- This property is used to remember the directory where last attached file was saved from an incoming . Next time, when "Save Attachments" or "Save All Attachments" option will be used, it will automatically browse to the directory where last attached file was saved 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 Customizing the language on CCE Desktop - Documentation Correction Contact Center Express Installation Guide.pdf, page 57, 58 does not give the right procedure for setting up custom language. The correct procedure is as below: 1. Browse to the directory C:\Program Files\Avaya\Contact Center Express\Desktop\Contact Center Express Desktop\Custom Languages and Open the file ASResource.custom_en.resx in a text editor(notepad). CCE 5.0 Service Pack3 Aug

35 2. Search for the number Edit the <value> field for this parameter to now be CannedText. 4. Save the file. 5. Rename the file ASResource.CU-en.resx (Custom English) 6. Open Configuration Manager and change the user template for Contact Center Express Desktop. CCE 5.0 Service Pack3 Aug

36 7. In the General section change the Configuration value for Language value to CU-en. 8. Save and close configuration Manager. 9. Start the Contact Center Express Desktop application and check the string on the AutoText button has changed Issue CCE 5.0 Virtual Agent IVR license documentation issue In Virtual Agent Guide.pdf of 5.0 GA documentation page no 29 line no 13 it is mentioned that "To use Web Service Worker Plug-in, you need to buy one CCE IVR license key with enough runtime licenses to cover the number of IVR ports Virtual Agent is configured to monitor", which is incorrect. CCE 5.0 Service Pack3 Aug

37 It should be "To use Web Service Worker Plug-in, you need to buy one CCE Voice license key with enough runtime licenses to cover the number of IVR ports Virtual Agent is configured to monitor." Issue In Presence tab, 4105 column is displaying in normal mode and 4276 and 4105 in supervisor mode In Presence tab, 4105 column is displaying in normal mode and 4276 and 4105 in supervisor mode. To display correct value, remove entries for the numbers from subsections Column Caption Normal, Column Width Normal, Column Caption Supervisor and Column Width Supervisor of Agent Desktop and Reporting desktop INI files/configuration Server Presence Section Issue CCE will not support the iclarity application shipped with CCE Desktop for Windows 7 Operating System Agents using iclarity application on Windows 7 are experiencing issue with inbound and outbound calls. It was found that the headset is losing sync with the PC running windows 7 32 bit. This happens intermittently. When it happens the agent cannot hear the caller, however the caller/customer is able to hear the agent clearly. CCE Server Services and CCE Desktop Services Appendix 1 CCE Server Services Active Configuration Server AS AOL-ICQ Instant Messenger Gateway AS Application Management Director AS Call Routing Server AS Communicator Gateway AS Media Store AS Interaction Data Server - Multimedia AS Interaction Data Server - View AS Interaction Data Server - Voice and Presence CCE 5.0 Service Pack3 Aug

38 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 Avaya Call Recording Config Service Avaya Trace Server Avaya Voice Portal Config Service Appendix 2 CCE Desktop (Client) Services AS Media Proxy Service CCE 5.0 Service Pack3 Aug