MiContact Center Business for MiVoice Office 400 and Release Notes Release

Transcription

1 MiContact Center Business for MiVoice Office 400 and 5000 Release Notes Release November 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 November 2017 Edit: November 9, 2017, Trademark of Mitel Networks Corporation Copyright 2017, Mitel Networks Corporation All rights reserved

3 Table of Contents Release Notes for MiContact Center Business 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... 5 Product areas improved in this release... 6 Contact Center Client... 6 Contact Center Management... 6 Ignite... 6 IVR Routing... 6 Multimedia... 7 WorkForce Scheduling... 7 YourSite Explorer... 7 Known issues... 8 Contact Center Management... 8 Ignite... 9 Reporting Release over release statistical changes Appendix A Product areas improved in previous releases MiContact Center Business version Contact Center Management Ignite Installations and Upgrades IVR Routing Multimedia Reporting Wallboarder YourSite Explorer Appendix B Release over release statistical changes from previous releases... 17

4 MiContact Center Business Version

5 Release Notes for MiContact Center Business 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.

6 Product enhancements and functional changes The following table describes product enhancements and functional changes for MiContact Center Business The RSSBus component of IVR used for Query activities has been updated to support TLS 1.2.

7 Essential installation and upgrade information for MiContact Center Business 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 60 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. 5. Type your Mitel Online Username and Password and click Login. 6. Click Knowledge Management System. 7. Search for Release Notes and Downloads MiContact Center Business Version To download MiContact Center software, scroll to the bottom of the release notes article. 9. Click the link of the version of 8.1 you want to download and save it to a secure location. 10. Double-click the file to begin the installation. 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

8 updates in Version are approximately 718 MB. For information on the estimated bandwidth costs for updating clients, see the MiContact Center and Business Reporter System Engineering Guide. NOTE: If restoring a backup to a server with a different IP address, you must remember to configure the FreeSwitch configuration file [InstallDir]/Services/FreeSwitch/conf/autoload_configs/acl.conf.xml. 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 Product Compatible Versions MiVoice Office , 4.2, and 5.0 MiVoice 5000** 6.2 SP1, 6.2 SP2, 6.3, 6.3 SP1, and 6.4 BluStar build 103, and 201 MiCollab* 7.2.2, 7.2.1, 7.3 PR2, 7.3 PR4, 8 Windows 10, 8.1, 8, 7, 2008 R2, 2012, 2012 R2, 2016 Microsoft SQL Server 2014, 2012, 2016 Microsoft Hyper-V Windows Server 2008 R2, 2012, 2012 R2, 2016 VMWare ESX 6.0, 5.5 VMWare View 6.1 Citrix XenApp/XenDesktop 7.7 Nuance 6.0 Microsoft CRM 2013 *Integration with MiCollab client, you must use the legacy version. The new MiCollab 8 client is not supported. ** When integrating a MiCollab and MiVoice Office 5000 together, you must ensure you coordinate the releases as follows: MiCollab 7.3 PR4 must be matched with MiVoice 5000 version 6.3 SP1 MiCollab 8 must be matched with MiVoice 5000 version 6.4

9 Where to find the latest information You can access the most up-to-date versions of the following documents from our website at 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.

10 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 Windows is configured to 125% or higher screen size under display settings, the Contact Center Client would throw an error if you attempted to edit the members of a real-time monitor. Contact Center Management When using Site-Based Security, contacts created in CCMWeb for distribution were visible to all sites. Ignite When searching Account Codes in ignite, it will return the top 15 matches however there was no Show More button to display the rest if more than 15 results should be found In Web-Ignite users were unable to search for a Queue Group when creating a dashboard widget. IVR Routing The UPiQ service was intermittently growing in memory size without releasing properly When IVR was evaluating the system variable Today in MMDDYYYY format, it was evaluating against DDMMYYY format instead.

11 When the Enterprise IP is configured as an FQDN instead of an IP address, callbacks were not being submitted. Multimedia When in Grid-View, marking one from a Queue as NoReply would intermittently also NoReply the next one in queue as well If the MessageID was removed from the.msg file header, users were unable to reply to it. WorkForce Scheduling Moving breaks manually within a schedule was not being saved to the database. The entire shift needed to be modified. YourSite Explorer Active Directory synchronization was failing when special characters (eg: /\[];: =,+?<>") were used in the properties of an active directory object.

12 Known issues The following section describes known issues in Version Contact Center Management If using the MiVoice Office 400 call platform, if an agent invites the IVR into a call with the end customer, and the agent enters DTMF digits into the IVR, the digits may be doubled. Workaround: the agent can instruct the end customer to enter the DTMF digits instead as this will work correctly If you have over 350 calls waiting in queue, the music on hold may not be heard by new callers entering the queue for a significant period of time If you are restoring a backup configuration file that is different from the current configuration of the system, the backup will restore successfully, however, a restart of the Media Router service on the system may be required before the system will be operational. Workaround: After restoring a backup configuration file, it is recommended that you restart the Media Router service If a voice call in queue is transferred to an unavailable agent, the agent will be placed into an ACD state, instead of non-acd When performing a consultation call in Ignite, the remove hold button appears before the caller is actually on hold and causes issues if pressed too quickly. Workaround: The agent must ensure the caller is on hold before attempting to remove hold If an employee does a consultative call to a second employee but hangs up before the second employee has a chance to answer, and the second employee calls the first employee back, the first employee cannot retrieve the caller by pressing remove hold On a MiVoice Office 400 if an employee receives an ACD call, uses the phone to consult with a second employee, uses the phone to swap back to the caller, then attempts to use Ignite to swap back then the Remove Hold button will not function. Workaround: To work around this issue use either the phone or Ignite exclusively during the call, not both.

13 Merge action is allowed during for a very brief time during a consultative call before it has been answered. If the merge is done, the original caller may be lost. Workaround: do not attempt to merge the call prior to it being answered When using a MiVoice Office 400 media server and either 5370ip or 380ip phones, if an employee is already on a call and uses the New Call button in Ignite to call an IVR endpoint they will not be able to enter DTMF digits When saving a support package the RDL files for any flexible reports configured will not be included automatically. If these will be needed for troubleshooting you must add them at the additional files step If an employee using a 6769i phone hangs up while on hold with another employee on the same media server, there will be a 15 to 30 second delay before new calls can be routed to them Calls may be dropped if the Requeue timer expires at the same moment that an agent is answering the call. This will be resolved in version In the meantime you can increase your requeue timer in order to mitigate the likelihood of this occurring. Ignite Incorrect outbound time in Ignite may be displayed if the employee is on a long consultation call and the outside customer hangs up When an agent records an agent greeting message, the greeting may not appear in Ignite until the Media Router service is restarted. Workaround: After an agent records and agent greeting, it is recommended that the Media Router service is restarted If an agent invites a queue when there are no agents idle, there is no way for the Ignite employee to cancel the invite and end the queued call without waiting for an agent to answer. Workaround: Currently, the agent must wait for an agent to become available in the second queue. Alternatively, the agent can blind transfer the customer to the second queue.

14 Ignite work timer display resets to maximum value if a non-acd call Is answered by the user, or the user makes an outbound call When agents are using Web-Ignite, creating a new outbound SMS message will select a queue to be the From address, however the message will not be tracked to an individual agent. In 8.1.X.X we recommend using Desktop Ignite for SMS agents. This issue is planned to be resolved in MiContact Center Reporting In certain supervised transfer scenarios, it s possible for an agent to be incorrectly pegged with additional non-acd time and less outbound time in employee performance by period report When a call is diverted to a queue, and then interflowed to a different queue, the ACD time could be inflated on the call in an employee performance report.

15 Release over release statistical changes There were no statistical changes from to For a list of statistical changes for previous releases beginning with , please see Appendix B.

16 Appendix A Product areas improved in previous releases MiContact Center Business version Contact Center Management In rare cases a race condition after nightly maintenance resulted in call routing not functioning at start of day When the system received an anonymous call, users were unable to perform hold or retrieve actions If a caller abandoned while the routing engine is sending the call to an agent, no further calls would be routed to that agent Transferring a call to a hunt group (ring all) was resulting in the call becoming stuck in all ringing employees inboxes Music On Hold was not playing unless a play activity executed first If an agent rejected a retrieve hold callback, they were then unable to manually retrieve the call from hold Improved logging was added to the Enterprise Server service in order to facilitate easier troubleshooting of resource and performance issues After restarting the MiContact Center server, the Enterprise Server service could become stuck in a loop. Ignite A UTC time error from the MiCCSDK prevented searching in Web 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 Intermittently Ignite would lose the ability to remove hold Web Ignite became unresponsive after the MiCCSDK attempted to process a call where we had not received the CallCleared event.

17 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 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 be unable to transfer a call immediately after a consultation was merged Calls in Web Ignite become stuck in a work timer state. Installations and Upgrades Offline installation failed as installer attempted online update of ElasticSearch plugins Installation error reporting Updating ElasticSearch cluster name when no cluster was configured. IVR Routing Subroutines were not executing within the media workflow In an SSL environment, changes to workflow configuration were not synchronizing with remote IVR servers Inside the media workflow users could not use a Make Call activity to an external number which then transferred to a queue. The call was dropped Callbacks placed to numbers in the region of France did not dial correctly The MiCCSDK would time out when being queried during a primary IVR failure, while a secondary IVR server was still active The ScreenPopOnRinging feature was sending the URL to the agent when the call was released instead of the beginning of the call.

18 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) 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.

19 Reporting Users were unable to delete contacts in CCMWeb if that contact was associated to any reporting schedule Intermittently account codes were not being reported On Agent Chart reports internal transfers would be pegged as both Transfer In and Transfer Out Call counts were not lining up when comparing Agent Group By Account Code and Agent Group By Period reports. From the raw data, these should have returned the same values in this case Media Server Connection Concurrency reports would double peg when the InQueue workflow reached a HangUp activity. Wallboarder After upgrade to 8.0, security roles could not allow configuration of Wallboarder without also adding device configuration permissions. 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 server operating system is configured for French language, users were unable to add a signature to a multimedia queue When adding RADs to a queue in YourSite Explorer, users encountered an error when searching for a specific number.

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21 Appendix B Release over release statistical changes from previous releases MiContact Center Business Version The following statistical changes occur when upgrading from Version to Version : Calls interflowing from one queue to another were not pegging the interflow against the DNIS. Affected Reports: DNIS Performance reports : Internal ACD Call, with a consultation by the caller to a second ACD Agent, shows the call retrieve of the first agent as a second call. ACD Duration, ACD Hold Count and ACD Duration may change. Affected Reports: Agent Performance reports Employee Performance reports Employee Group by Employee DNIS Performance reports Queue Performance reports Queue Spectrum reports : While correcting an issue with failures to retrieve held calls after consultation, the hold duration logic was updated. The Hold Non-ACD statistic may increase. Affected Reports: Agent Performance Chart : A Requeued call where the caller abandons, would over peg the Time to Abandon Affected Reports: Agent Performance reports DNIS Performance reports Queue Performance reports Queue Abandon Spectrum reports

22 : Request Help from Ignite and Interflow were not crediting against the DNIS Affected Reports: DNIS Performance reports : On a blind transfer of An ACD call, the caller was remaining on hold at agent 1. As a result, hold times may decrease. Affected Reports: Account Code Performance reports Agent (Group) by Account Code Agent Performance Reports Employee Performance reports Queue Performance reports DNIS Performance reports Queue Spectrum reports : An ACD call which is supervised transferred to a second employee using Ignite, was inaccurately crediting the queue. Affected Reports: DNIS Performance reports Queue Performance reports : Incorrect overriding states were determined during a conference invite. Call durations and Hold times may change. Affected Reports: Agent Performance reports Employee Performance reports