MiContact Center DECEMBER 2015 MICONTACT CENTER VERSION DETAILED RELEASE NOTES

Transcription

1 MiContact Center DECEMBER 2015 MICONTACT CENTER VERSION DETAILED RELEASE NOTES

2 NOTICE The information contained in this document is believed to be accurate in all respects but is not warranted by Mitel Networks Corporation (MITEL ). The information is subject 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 such changes. No part of this document can be reproduced or transmitted in any form or by any means - electronic or mechanical - for any purpose without written permission from Mitel Networks Corporation. MiContact Center Detailed Release Notes Version Revised: December 13, 2015, Trademark of Mitel Networks Corporation Copyright 2015 Mitel Networks Corporation All rights reserved

3 DETAILED RELEASE NOTES... 3 Requirements and Upgrade Information... 3 Documentation Available Online... 5 NEW FEATURES AND ENHANCEMENTS... 6 RELEASE OVER RELEASE STATISTICAL CHANGES PRODUCT AREAS IMPROVED IN THIS RELEASE Auditor Contact Center Client CCMWeb Flexible Reporting Forecasting Tool Ignite Installation and Upgrades IVR Routing Multimedia Contact Center Reporting Salesforce.COM Connector Services Workforce Scheduling YourSite Explorer KNOWN ISSUES Auditor Call Recording CCMWeb Contact Center Client Documentation Flexible Reporting Forecasting Tool... 30

4 Detailed Release Notes for MiContact Center Version Ignite Installation and Upgrades IVR Routing MiVoice Integration for Salesforce Multimedia Contact Center Multi-Tenanting Reporting Ring Groups Services Workforce Management Workforce Scheduling Workgroup Edition YourSite Explorer HOTFIXES NOT INCLUDED Hotfixes

5 DETAILED RELEASE NOTES This document describes the following components related to MiContact Center Version The document includes: Requirements and upgrade information Documentation available online New features and enhancements Release over release statistical changes Product areas improved in this release Known issues Hotfixes not included REQUIREMENTS AND UPGRADE INFORMATION The MiContact Center Version upgrade must be installed on top of MiContact Center Version , 7.x.x.x, or 7.1.x.x. This release contains defect fixes and features that are available only with Version NOTE: If you are upgrading from and have multimedia configured, you must upgrade to a version of 7.x first. Once on version 7.x you can then upgrade to 8.0. Refer to the Multimedia Contact Center Installation and Deployment Guide for more details. NOTE: If you have a 5000 media server configured, we recommend setting it to Historical before performing the upgrade to NOTE: If upgrading from version or , we recommend leaving 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 are updated to 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 MiContact Center to another. 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, 2015 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.

6 Detailed Release Notes for MiContact Center Version Type your Mitel Online Username and Password and click Login. 6. Click Mitel Online. 7. Under Support click Software Downloads. 8. To download MiContact Center software, click MiContact Center=>MiContact Center Software Download Current Release Click the link of the version of 8.0 you want to download. Occasionally, due to browser incompatibility, the link will not respond. If this happens, rightclick 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. 10. 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. 11. 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. 12. 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. The MiContact Center Version 8.0 self-extracting wizard opens. If you ran the file, the MiContact Center Version 8.0 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. To perform an offline installation 1. Ensure that the MiCC Installation Executable, MiCC Offline Installer Package, and 7Zip ( are available on the MiCC server. 2. Install 7Zip. 3. Run the MiCC exe and select the extraction location. By default this will be C:\MiCC_80 - do not proceed with Deploy Enterprise Server when MiCC Setup activates. 4. Extract the contents of the Offline Installer Package to [Extraction Location]\MiCC_80\PFInstaller\PreReqs\ 5. Proceed with the installation through MiCC Setup. NOTE: During the install, a number of Microsoft prerequisites may be installed on the computer, which may result in a Microsoft initiated restart of the computer. If the installer does not automatically resume, navigate to [Extracted Folder] (Default: C:\MiCC_80\ ) and run 'Setup.exe'; select 'Repair Enterprise Server' from the MiCC Setup screen. BEST PRACTICE: As a best practice, we recommend rebooting the Enterprise Server after any major update is applied. 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 420 MB. For information on the estimated bandwidth costs for updating clients, see the MiContact Center and Business Reporter System Engineering Guide. If the prairiefyre Updater Service (now called MiContact Center Updater Service) has been disabled on clients, the clients must be updated manually. For information on manually updating MiContact Center applications on client computers, see 4

7 Before upgrading third-party software applications, confirm the application is supported for integration with your version of MiContact Center and Business Reporter. 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 MiContact Center and Business Reporter System Engineering Guide which can be found at NOTE: Multiple VLAN configurations, available as of MiCD 1.2, are not supported. Mitel Telephone System MiVoice Business, Mitel Call Director (MCD)3300 ICP MiVoice Border Gateway (MBG) Supported Versions* 6.0 SP3 + Hotfix ( or higher)****, 7.0 SP1 PR2**, 7.1 PR1***, 7.2 V9 *The latest available releases for MCD/MiVB were tested and are supported **Support for Ring Groups requires MiVB 7.0 or higher. Ring Group real-time and reporting for previous versions of MiVB are not supported. Also, MiVB 7.0 SP1 is supported, but new features introduced in this MiVB release will not be supported, specifically "Ring Group Call Forward Always". Customers should avoid using this MiVB configuration option until this feature can be supported. ***While MiVB 7.1 is supported, the Meet Me Conference feature is not currently supported with MiCC. **** MCD load is a patch release. In order to download this you will need to contact MiVoice Business support. DOCUMENTATION AVAILABLE ONLINE 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 and Business Reporter System Engineering Guide MiContact Center User Guide MiContact Center Installation and Administration Guide MiContact Center Contact Center Reports Guide MiContact Center Workgroup Reports Guide Multimedia Contact Center Installation and Deployment Guide Business Reporter User Guide Business Reporter Installation Guide Business Reporter Reports Guide MiCloud Contact Center Administration Guide MiContact Center Deployment Guide Contact Center Blueprint For answers to the latest frequently asked questions, troubleshooting information, and post-release hot fixes, see the Mitel Knowledge Base at

8 Detailed Release Notes for MiContact Center Version NEW FEATURES AND ENHANCEMENTS The following chart identifies the new features and enhancements in MiContact Center and Business Reporter Version New in Version 8.0 Improvements to the documentation suite Licensing To improve ease of use of our documentation, we have consolidated all installation, configuration, and administrative tasks into the newly named MiContact Center Installation and Administration Guide. This guide contains installation and configuration information for all MiContact Center products, including IVR Routing. Version 8.0 introduces a new licensing model that includes two MiContact Center offerings: Contact Center and Workgroup, which are delineated by scale and need for resiliency, two general business analytics bundles, providing call costing or real-time, and standalone IVR and Multimedia Contact Center functionality. As a result of licensing changes, the MiContact Center Business Edition Reports Guide is no longer available and the Enterprise and Workgroup Edition reports guides have been renamed as the MiContact Center - Contact Center Reports Guide and MiContact Center - Workgroup Reports Guide. For more detailed licensing information, see the MiContact Center and Business Reporter System Engineering Guide. New installer The MiContact Center installer has been significantly improved for 8.0, enabling an intuitive, streamlined installation experience. Prerequisite software, such as.net Framework, is now included in the client and server installation, reducing pre-installation preparation. Informative tooltips and improved UI usability features guide you seamlessly through the installation process. The Client Role Selector is now incorporated into the newly named MiCC Setup wizard. At any time post-initial installation, you can rerun the MiCC Setup wizard to modify your installed client and server features and applications or to update your licensing files. Improvements to the MiContact Center Updater service Modifications to the MiContact Center Updater service functionality in Version 8.0 alleviate impact on the Enterprise Server during post-upgrade software updates to remote servers and client machines. If you have client machines that are connected from a remote site, you can now program the clients to update from a remote server rather than from the Enterprise Server. In addition, a throttling mechanism is now used to streamline the process and reduce Enterprise Server congestion. To determine your optimum concurrent client settings, see the following Mitel Knowledge Base article: 6

9 New in Version 8.0 Reporting enhancements Updated language support Multi-tenant support Version 8.0 includes the following additions to the reporting suite: Version 8.0 introduces Conversation Detail reports that present a high-level view of how , chat, and SMS contacts are handled as they transition through your system. For example, by referring to a Conversation Detail report for , you can determine when the was delivered to the queue, when it was answered by an employee, when Account Codes were entered, or, if and when it was declined by an employee. If you want the same level of information for all media types, including voice, you can access the new multimedia trace reports: Multimedia Employee Inbound Trace and Multimedia Agent Group Inbound Trace reports. With the addition of support for SMS media handling, Version 8.0 includes a full suite of reports related to SMS agents and queues. Multimedia reports now include SMS statistical data. The new Agent Group Event by Period and Chat Agent Group Event by Period reports display log on and log off times for and chat agents and the total duration those agents spent in various states for the reporting period. With the addition of support for Norwegian and Swedish, MiContact Center now includes support for 13 languages (English, Norwegian, Swedish, Canadian French, European French, Latin American Spanish, European Spanish, Brazilian Portuguese, Dutch, Italian, German, Russian, and Simplified Chinese). Support for multi-tenant deployment is now available. Using a site-based security model, service providers can host multiple tenants on a single MiContact Center Server, while maintaining complete isolation of customer configuration and real-time and historical data between tenants. Information on subscriber account usage is available to hosted service providers in usage reports that include licensing, agent login and logout, and configuration details for each site. To learn how to install and configure the MiContact Center solution in a multi-tenant deployment, see the MiCloud Contact Center Administration Guide. YourSite Explorer enhancements Significant usability improvements have been made to device configuration pages in YourSite Explorer, with particular attention paid to the queue, employee, and extension pages. As a result, in most cases, employees can now be fully configured in the employee general tab rather than having to access numerous windows. Based primarily on licensing choices, more fields are auto-populated than in previous releases, improving overall speed and efficiency when configuring devices.

10 Detailed Release Notes for MiContact Center Version New in Version 8.0 Workforce Management Connector support MiCollab and Ignite integration enhancements Supported Workforce Management Connectors now include Teleopti and Monet. Version 8.0 includes a new configuration setting that enables you to optionally prevent reason codes from displaying in the agent s presence field for Make Busy and Do Not Disturb in MiCollab Client. The MiCollab and Ignite integration has been enhanced to offer improved docking options. Ignite and MiCollab Client can be minimized and restored together or separately and MiCollab Client can dock to either the left or right of Ignite. Support for new media type - SMS Reporting, real-time monitoring, agent handling, and workflow routing functionality has been added for SMS, enabling SMS to be fully supported, alongside voice, , and chat, as a media type in MiContact Center. 8

11 New in Version 8.0 Ignite enhancements Version 8.0 includes the following enhancements to Ignite: Using the new Request Help function in Ignite, employees in an ACD call can request help, based on availability, from other agents or supervisors. Those requested enter the call in silent monitor mode but can escalate assistance using a coach or barge option if needed. Before transferring a call, employees can use the new click-to-im or click-to-call function in Ignite to check agent availability and advise them, either by instant message or a voice call, of the incoming transfer. Agent greetings can be recorded by agents and played automatically to customers when their call is answered. Playing the same agent greeting to each caller provides a consistent customer experience and improves contact center efficiency by relieving agents of the repetitive task of saying the same introductory phrase for every call. Agents can record multiple agent greeting messages in Ignite and assign them to different queues or use the same greeting for all queues. The spellchecker within Ignite has been modified to enable realtime spell checking ability for , chat, and SMS. The Ignite Inbox has been updated to remember the last expanded folder view the agent used. This ensures that when agents browse from one folder to another, they do not need to manually expand and sort views, improving agent experience and efficiency. validation was been enhanced to warn agents when an attachment or body text exceed maximum message size, as supported by their mail server. The maximum message size is configurable. When agents attempt to send an that exceeds the limit, they are warned and given the opportunity to edit the and reduce the size before sending. If the maximum message size has been set incorrectly and the system attempts to send the , it will fail and be placed in the Failed to Send subfolder, which resides in the agent s Failed folder. The that failed to send also displays in the supervisor s subfolder and either the agent or supervisor can choose to edit the to decrease its size and resend. Administrators can now configure filtering to identify and automatically route bounced s, providing improved visibility to both agents and supervisors and enabling efficient processing.

12 Detailed Release Notes for MiContact Center Version New in Version 8.0 Chat enhancements Multimedia Contact Center now supports agent avatars in chat sessions, enabling an agent s image to display to customers during chat sessions. Chats can now be routed to queues based on a configured, finite set of chat topics, enabling customers, when contacting you, to select specific topics related to their concerns. This ability provides a more detailed set of information than before, which you can optionally access in workflow reports. Changes to multimedia storage In Version 8.0, Elasticsearch replaces Windows Search to enable the use of UNC path network drives for the storage of s, SMS, and chat transcripts. This change resolves performance and storage shortcomings as well as issues that were being experienced with indexing contacts using Windows Search. When upgrading to Version 8.0, your search storage directory structure will change to include the following folder structure: \<SiteKey>\<Year>\<Month>\. 10

13 New in Version 8.0 IVR Routing enhancements Multimedia Contact Center workflow additions Version 8.0 includes several enhancements to IVR Routing, including the following: MiContact Center Version 8.0 includes a new activity called Set Queue State. When inserted into a Management Subroutine, this activity enables a queue to be placed into or removed from the Do Not Disturb state. When a queue is set to Do Not Disturb with the Set Queue State activity, its state will not change based on business hours. This enables you to selectively place a queue that is experiencing issues into Do Not Disturb, with no dependency on business hour schedules. Default agent workflows have been added to enable greetings, recorded by agents, to be automatically played to customers when incoming ACD calls are answered. Agents can record multiple greeting messages and assign them to different queues, or use the same greeting message for all queues. Alternatively, you can use agent workflows to play whisper announcements to the agent when they answer an inbound call, providing them with useful information before handling the call. Automatic Speech Recognition is now supported in IVR Routing. Integrating with an Automatic Speech Recognition server, data is collected based on spoken caller input. This enables callers to provide information verbally rather than by entering digits or text using a phone keypad. Text-to-Speech functionality is now supported. In IVR Routing, prompts can be configured to process textual input and produce a speech equivalent. Textual information is converted to speech within the IVR workflow and then played back to callers, either in response to caller input data, such as dial pad entries, or as messages configured by administrators in IVR Routing. Support has been added for the following data providers: SAP, Salesforce, and Microsoft Dynamics CRM. New to Version 8.0, the End Session activity ends an active chat or SMS session without terminating the workflow. The conversation ends for the customer but the workflow continues to allow time for post-conversation agent activities. The ability to configure response workflows enables you to send customers surveys following exchanges or send supervisors copies of agent responses, for coaching and auditing purposes. New default workflows have been added to enable inbound and inqueue SMS routing.

14 Detailed Release Notes for MiContact Center Version New in Version 8.0 Changes to security roles Improvements to security roles have changed the defaults for the Local and Enterprise Administrators. Now both Local and Enterprise Administrators have full access to all MiContact Center applications (to which the contact center and employees are licensed) and devices, including Write Back for synchronization. If you do not want Local Administrators to have the ability to Write Back during synchronization, it is recommended that you create a security role that excludes that setting. Salesforce.com Integration updates Technical Preview: Ignite Web Client MiVoice Integration for Salesforce is now integrated with MiContact Center and supports full IVR features. Other primary features include: ACD hotdesking agents and non-acd general business users, Make Busy and Do Not Disturb agent states, Account and Classification Codes, automatic screen pop in Salesforce, and control of a hard phone set. There are three delivery options: OIG integration with no IVR, MiContact Center IVR on MiVoice Business with OIG integration, and MiContact Center IVR on MiVoice Business without OIG integration (screen pop only). In Release 8.0, you can use the Query activity in IVR Routing with an ODBC connection to the Salesforce.com database. Using ANI, DNIS, Collected Digits, Automatic Speech Recognition, or Text-to-Speech capabilities, information is gathered for customer interaction. If you use the OIG integration, this information is passed to the OIG server and the information displays in a screen pop on the agent desktop. If not using the OIG integration, you can configure a URL and use the ScreenPopOnRinging variable to screen pop the Salesforce page on the agent desktop. MiContact Center Business Release 8.0 also includes a technical preview of the next-generation Ignite Web Client. Note that this client is not being made generally available and is a technical preview only, it has not gone through standard Mitel quality assurance processes and is not available to be supported through Mitel s customer support group. Please see bulletin PB for more details. Mitel Channel Partners, Hosted Service Providers, and end-customers looking to take advantage of this technical preview should contact MiContact Center Business Product Management at MiCC_ProductManagement@mitel.com. 12

15 New in Version 8.0 Technology changes Support for the following technologies was introduced in Version 8.0: Windows 10 (client software) Support for the following technologies was discontinued in Version 8.0: SQL Server 2008 Microsoft Lync 2010 Excel 2007 Internet Explorer 9

16 Detailed Release Notes for MiContact Center Version RELEASE OVER RELEASE STATISTICAL CHANGES The following table describes reporting changes to be expected when upgrading from Version to Version Fixed an issue where the MKB count was erroneously increased when the agent changed codes from System MKB to normal MKB. Fixed an issue where we were not calculating "System MKB" count and duration for agents declining multimedia items. Fixed an issue where "Queue now" Handled count increases if we junk the same s several times Fixed an issue where Agent and Queue reports did not correctly credit duration for all intervals that spanned a DND state if it crossed more than one interval. Fixed a scenario where agents were being over-credited with outbound calls. One example is SMDR records having no Time to answer or duration : 07/30 16:24: # X U A Fixed a scenario where agents were being under credited for abandons. Fixed a scenario where External Hot Desking Agents (EHDA) were being over credited with non-acd statistics. Fixed a scenario where MiTAI records indicated an outbound call was made, but the SMDR was generating unanswered records. We are now crediting properly according to the MiTAI stream for these scenarios Fixed a bug where time to abandon was not credited in QueueAbandonByANI reports. Fixed an issue where Reading time to answer was not credited properly in certain scenarios Fixed an issue where we did not credit MKB if entering a second MKB code while off hook making an outbound call Fixed a bug crediting agent statistics (ACD\Transferred count\duration) for traditional agents where the SMDR only reported the extension information. Fixed an issue where MKB count/duration was being over-reported when taking non- ACD calls or making outbound calls while MKB Fixed an issue where DND count was being over-reported when making outbound calls while DND Fixed a bug where Work Timer duration was erroneously added to Non-ACD and outbound calls in the Agent reports Fixed a bug where MKB counts and duration were being incorrectly credited when shifts were interrupted by a quick succession of outofservice\inservice events. Fixed an issue where ACDCountWithAccountCodes\AccountCodes were not credited properly 14

17 PRODUCT AREAS IMPROVED IN THIS RELEASE The following fixes were included in this release: AUDITOR Super Auditor was incorrectly showing Longest Waiting time as an inflated inaccurate number, when using Jump settings Super Auditor failed while running because of an unexpected Extension ID when playing back SMDR data CONTACT CENTER CLIENT When adding a new employee/agent, sometimes they would not show stats in realtime monitors until the Enterprise Service was restarted When PhoneSet Manager toolbar was enabled to 'float', it would sometimes become cut-off PhoneSet Manager was not displaying associated extensions if they existed on a different MCD from the agent Extension Now monitor was hiding the data in a row when clicking on the cell then clicking off to another field in Contact Center Client Profiles with saved cascading or tiling would not load correctly Call Notes were showing for Outbound calls, but with the previous Inbound call s notes. Call Notes are now disabled for Outbound calls Occasionally, when an agent logs out in the middle of a call, puts that call on hold, retrieves it later and then hangs up, the real-time state was incorrect When a Workforce Scheduling supervisor was assigned to an Agent, you could not add that agent to a real-time monitor when using security lists In some instances, ring groups in the Queue Now monitor were showing phantom Calls Waiting with Long Waiting counts even though there were available ring group members and calls were ringing extensions. These were stale calls that had not cleared from the monitor

18 Detailed Release Notes for MiContact Center Version Collected digits were not showing in Agent State by Position card despite having had a custom card created to include the collected digits When selecting a date in the Inspectors, it was showing the current timestamp as well as the date you selected The 'Size table to frame' right click option in state monitors was not properly formatting to the right size if it was clicked more than once Contact Center Client kept stealing focus in a Citrix Connection Center environment due to the frequency at which the Contact Center Client tray icon refreshed. The Tray Icon is set to refresh every 1000 ms by default. This is now configurable via the config file (ContactCenterClient.exe.config). There is a new config key called 'TrayIconRefreshIntervalMilliseconds' that defaults to the current behavior of 1000 ms. It can be configurable to say 60,000 ms to mitigate the Citrix app behavior Call Offered/Interflowed statistics were being pegged to the wrong Ring Group in Queue Now monitor when Ring Group overflow was triggered In all non-english languages, you were unable to set alarms on all "make busy reason code" performance variables Interactive Visual Queue sometimes showed calls appearing with "Time in Queue" of an extremely large inaccurate time count because we weren't getting the appropriate queue event Agent information was not displaying on toaster during transfer/conference to a supervisor, so the receiving supervisor would not know the call was coming from an agent In some cases, when using 'join/leave agent group' option in the Employee State by Time monitor you could not see all the agent groups assigned to the agent In some cases, if an agent didn't have a COS assigned, they would see an error if cancel Work Timer was attempted against another agent When applying a security role to restrict access to classification/account code lists, Contact Center Client and Ignite continued to display the button but without dropdown options In some cases, Contact Center Client real-time indicated s waiting that had previously been handled 16

19 When applying Windows update KB to client PCs, it was causing saved profiles not to display in Contact Center Client when Skype for Business was running. In some cases, variables being set in the Marquee were changing to a different variable When calls were transferred from one queue to another queue, via an Interactive Visual Queue transfer, some of the calls were not displaying in Interactive Visual queue but were displaying in a Queue Now monitor as call waiting CCMWEB Scheduled Reports List in CCMWeb was not sorted alphabetically Calls were not showing in the Lifecycle report for a queue if they have been transferred to an external number Voice and IVR reports were available in CCMWeb even when not licensed for those features Remember my Credentials' in the CCMWeb was not working Inability to remove a contact from a contact group in CCMWeb when running in Dutch CCMWeb allowed access to any file on the install drive using specially formulated URLs A vulnerability was found and fixed in the login component of CCMWeb which could have been exploited by modifying the redirecturl' parameter to point to a controlled site When you change the name of an agent in YourSite Explorer who is being reported on using a scheduled report, the generated report will show the name from prior to the change Under Workflow Condition reports, if you clicked on Branch Name, Type, or Condition Name to sort options while creating report you would get an error Reporting website could take a long time to load queue pages that have a very large number of queues

20 Detailed Release Notes for MiContact Center Version FLEXIBLE REPORTING You were unable to see flexible reports in CCMWeb or Flexible Reporting application if the employee who created them was deleted from YourSite Explorer FORECASTING TOOL IGNITE Modifying the time in the Forecasting tool on a tablet generated an Unhandled exception but worked fine on desktop computers CCMWa log file showing 'Invalid cursor' errors When restoring Ignite it was not restoring back to the expected Full Screen view Sometimes an ended chat session would remain in the inbox with an error indicating 'Unable to log into chat session' headers and history tab were showing the name of the mail server instead of the queue Improved error messaging when incorrect or missing address is entered in the To or From field Some users were getting timeout errors after clicking Send on an and immediately clicking away to another item in the inbox Ignite was not automatically previewing the next item in queue after you actioned (No Reply, Junk, etc.) another item in the queue Ignite realtime statistic for handling contacts was misaligned by a count of 1 between Employee and Agent. It could happen with either chat or , just depending on which media was answered first in Ignite 18

21 Date/time stamp on reply in Ignite History 'By Case' field was showing the time the came into the system, not when the agent who actioned/replied to it Ignite font sizes were smaller than they should have been (font size 10 was not actually font size 10) Dragging or moving panes within Ignite was awkward due to divider bars being too small HTML styles were not being maintained when pasting or inserting in templates If an agent had two s in their Ignite inbox, and they No Replied one of them, they were both being No Replied When an Ignite client received an , they did not receive an audible notification until after the conversation box had closed INSTALLATION AND UPGRADES SQL Connection string was not properly encrypted in the registry previously Configuration setting WCFBindingDefaultReceiveTimeout was not repviously functional in the Global Applications Setting editor to ensure it can be carried over upgrades Clients were being updated while the server side upgrade was still running Unable to complete a restore of a backup created during upgrade due to a callflow or subroutine having 'backup' in the name The web server HTTP headers were updated to include the X-Frame-Options Header with the value set to Deny to prevent any application vulnerability ASP.NET View state is now encrypted for CCMWeb and CCSWeb which will prevent sensitive information from being seen

22 Detailed Release Notes for MiContact Center Version We are now supporting 'SQL_Latin1_General_CP1_CI_AS' and 'SQL_Latin1_General_CI_AS' SQL collations. We also check collation for the local SQL database, and if connection string is already present we will warn on it but not block if that instance is selected Queue Control Plan queue conditions were not being backed up In some cases, large databases were seeing timeouts during upgrade SQL change scripts IVR ROUTING MiAudio Emulation service was installed on remote server, causing ports to go in and out of service The DB Query Dial pad compare did not allow for Postal Code like searches (alphanumeric) Callfows were reading back dates in an incorrect format in some configurations When a Schedule condition name was modified, the change was not being saved IVR logs were showing multimedia information Callbacks failed to establish with custom Italian area code IVR ports assigned to a Ring Group and then set historical (or if Ring Group was deleted), caused the ports to go out of service Adding custom prompt from a client was failing if the local IVR directory did not exist Calls abandoned while ringing at agent were not showing up in the Interactive Visual Queue abandoned list, and as a result would not generate a callback request Occasionally remote IVR instances were unable to sync workflows Routing Outbound was failing to run outbound workflows due to a missing Microsoft.IdentityModel.dll 20

23 PowerShell scripts created in non UTF-8 and added to execute activities in workflows were not being executed properly. Default management subroutine review recording was missing for all non-english languages Callback request using the default callback subroutine was failing at the Record Activity prompt, causing customer to get disconnected When using an inqueue subroutine with a specific language set, the set language was not carrying over to the 'Connect to Caller' activity in the subroutine. In the Default Management Subroutine, you could not replay any recordings under Review Option section IVR ports were generating phantom calls to ACD paths following a supervised transfer, which resulted in a dead air call ringing to agents MULTIMEDIA CONTACT CENTER Chat transcript contained a time zone column which was confusing to users When transferring a chat to another agent it could have taken longer than 30 seconds Administrators were not being notified when an could not move from the Inbox to the Processed folder because of insufficient size limit settings on the mail server Documentation did not include a section on configuring a Linux Apache web server reverse proxy Improved messaging has been added to chat to allow for agent visibility on poor network connections that could result in missed messages to or from the customer When adding a variable of <<Username>> in the transcript for chat, it inserted the address of the chat customer instead of their Name

24 Detailed Release Notes for MiContact Center Version Chat transcripts ed to customers displayed HTML tags around the text in the body of the There were situations where multimedia contacts were presented to an agent who was removed from the offering agent group. This was a result of agents having been assigned skill levels of greater than 0, then being removed from a group We now prevent the router from trying to query the state records multiple times. This was causing routing issues where the conversations were failing because two workflows were fighting over the same conversation, thus sending the items to failed route CCMA was frequently generating.net Framework exceptions in the logs REPORTING Condition reports were incorrectly showing reports for other conditions of the same system name Reports would stop working if there were a few failed reports in a row Queue Group Performance by Period vs Queue Abandon Spectrum report discrepancy due to incorrect crediting against requeues Employee Group Accounting Trace report which was run for full month was adding data for the following month (data for the first day of the next month only) Employee Accounting Trace Report was not correctly matching national calls within Belgium to the region Date format on Chart reports was displaying in American date format, even when the site was non-american Agent Group Performance by Day of Month showed 31 days for every month When distributing a report via , the device name was being duplicated in the body of the When a Queue Group Performance Chart was run over the span of multiple days it was incorrectly showing the Available agents as a total instead of a Maximum Available Average per hour 22

25 External calls answered by a recorded softphone extension and then transferred to another recorded softphone extension were not displaying in Lifecycle reports for both extensions Chat Agent Performance By Period report was not correctly pegging all completed chats when customers were leaving the webpage open after the session ended Workflow Condition Branch reports showed all branches even if only a single branch was selected When ing reports, authenticating the mail server was attempted if SSL was enabled, even if not required Abandoned calls to ring groups were pegging abandon column in Extension Performance reports Some reports had hidden empty columns which became visible only when you enabled headers when editing in Excel Queue Performance by Day of Week report was showing data on the wrong day In an isolated situation, a specific scheduled report with an unorthodox schedule/distribution list was causing reports to generate repeatedly, causing flooding of inboxes Reports for one day were missing data because of a SQL connection issue on data summary task Calls forwarded were not pegging in the Outbound Count column on Agent Internal/External Call Counts by Period reports Multimedia report 'Agent Group by Media Server by Agent' Total shift time stat was incorrect In some configurations, Lifecycle queue and agent reports were only showing Call Segment Complete entries Agent Group Performance reports were being incorrectly credited with additional ACD calls handled when Busy records came through SMDR Extension Group Accounting Trace reports were displaying data for all calls even when filtering was set to only display calls with a duration of over three minutes Extensions were being reported on in Business Reporter even though they were not licensed for Business Reporter "ACD call with account codes" statistic was incorrectly pegging in the Agent Group by Agent Account Code Compliance report

26 Detailed Release Notes for MiContact Center Version SALESFORCE.COM CONNECTOR When retrieving a call from Hold, the Salesforce.com Connector was leaving the page to re-run the search SERVICES Site with extremely large MiVoice Business configuration was failing to sync with and displaying 'out of memory' errors Routing Media log was displaying the following meaningless error that has no impact: Unable to update item to accepted The maintenance task for purging reports was only purging from the hard drive and not the SQL Report Base table Nightly maintenance was failing to compress large IVR ACD files In some cases, the Data Processor was getting Out of Memory Exceptions when summarizing with Lifecycle enabled Data Processor was throwing errors when trying to open the SMDR file for the IVR data Media Server When MiVoice Business failed over, Contact Center Client displayed the queue status as N/A. When MiVoice Business homed back, the queue status was not updated. It remained in N/A until either a MiTAI or ACD event was received for the queue. If those events were not received, the queue remained as N/A. Occasionally, warnings displayed in the config service log related to AlarmingBusinessRules, when making config changes The Collector Service stopped working if files with unexpected names displayed in or were added to the BufferDataDirectory Global Application Settings Editor was not updating the default font size or font type for Ignite The Collector Service intermittently crashed. Changing the default setting of "PresenceAuditFrequencyInMinutes" from 60 minutes to -1 (disabled) solved this issue 24

27 WORKFORCE SCHEDULING Documentation describing how to use Forecasting (View for 6 hour totals) and Workforce Scheduling required more detail YOURSITE EXPLORER Alarms would not send to newly added/updated addresses until the Maintenance Alarm Dispatcher service was restarted The 'Group by' Supervisor filter in YourSite Explorer was causing an error When syncing MiVoice Business changes in group membership, the change was occurring but not being reflected in the commit list Incorrectly showing validation error on workflow activities when you changed the SystemName Updated golden rules and COS to ensure that EHDU will have Allow Mid Call Feature set to 'No' to ensure callbacks don t result in dead air. When syncing MiVoice Business changes in group membership, the change was occurring but not being reflected in the commit list An over-licensed for Business Reporter statement displayed in YourSite Explorer even when licensed appropriately Sites having Telephone System write back setting configured as Read Only would default back to Read/Write after upgrading Unable to add more than 64 ports to an extended hunt group or edit a synced extended hunt group with more than 64 ports in YourSite Explorer RSS feed was not showing the details on ALM0045 when the Variable in the Transfer Destination was invalid When importing DNIS branches from a CSV file using the right-click context menu it was separating all values into individual branches instead of creating a single branch per line of the CSV file Alarm ALM0095 was being triggered even though the alarm had been disabled in YourSite Explorer

28 Detailed Release Notes for MiContact Center Version Sync was running against all media servers if they were initially selected and then deselected after the Loading Devices screen If over 100 subroutines existed, YourSite Explorer was showing all of them on one page instead of requiring you to go to the next page to see anything over item 100 When adding a new agent, the Agent ID and First Name field s tooltips were swapped Upon Sync, one Media Server had a COS validation error concerning Unique Network Element ID's despite the ID being unique in the cluster Unable to enter DNS name in "IP address / DNS name" field under YSE Enterprise tab Sorting queue members while creating a new inqueue workflow failed and added phantom queues to the "selected members" column Resiliency in Effect Alarm (ALM0054) was not clearing after resiliency ended Quick Setup to create multiple Hunt Groups through YourSite Explorer was not working Some disabled alarms in YourSite Explorer were still being triggered and ed out, or displaying in RSS feed Media server ID was not being incremented when you copied and pasted a media server Copying a multimedia queue that had a routing workflow caused all subsequent copies to share the same workflow instead of creating a new unique workflow for each new queue Output mappings had to be redone each time a new parameter was added A popup window was added to allows users to choose whether to reset output mappings or use existing ones Alarm notifications continued to trigger after a media server was set to historical In the workflow Menu activity, we have disabled the ability to drag and drop the Timeout, Invalid and Failure branch conditions. This is a preventative measure, as branches added to the right of any of the three static branches (Timeout, Invalid or Failure) may not work properly. ANI entry cannot be deleted from IVR workflow ANI activity when using search function through the edit condition dialog 26

29 When configuring a Queue Control Plan you could specify a 'Direct Number' for actions and Save, however, when you refreshed, it would default back to Use Current The Queue Control Plans page UI lacked clarity. New sections were added to the UI to improve usability Copying and pasting an existing rule, then changing the newly pasted rule resulted in the original rule being changed as well Config changes were taking longer than necessary when updating clients When you opened the Data Link window and then closed it, any subsequent attempt to use the Test Connection button for the media server failed unless you restarted YourSite Explorer ALM0040 for 'Service high CPU usage (%)' was not triggering correctly When accessing YourSite Explorer using SSL, you could not access the license information

30 Detailed Release Notes for MiContact Center Version KNOWN ISSUES The following section describes known issues in Version AUDITOR Rarely, Auditor will not play back a specific day of data CALL RECORDING CCMWEB Red Box call recording has confirmed a known limitation in their code which does not allow for the recording of extensions which contain an asterisk ( * ) in their dialable. NOTE: If you use Red Box Quantify call recording software, we recommend you do not upgrade to or install MiContact Center Version or Version 8.0. Red Box Quantify was most recently verified and supported in MiContact Center Please see the MiContact Center and Business Reporter System Engineering Guide for version support statements Unable to view IVR Port Monitor and IVR licensing details in CCMWeb with IVR and Call Accounting Only Business Reporter license CONTACT CENTER CLIENT Data Inspector filters for Transfer/Conference column does not give the desired filtered results Contact Center Client alarm set on abandoned calls in Queue Now monitor does not play consistently 28