MiContact Center OCTOBER 2015 MICONTACT CENTER VERSION DETAILED RELEASE NOTES

Transcription

1 MiContact Center OCTOBER 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: October 19, 2015, Trademark of Mitel Networks Corporation Copyright 2015 Mitel Networks Corporation All rights reserved

3 DETAILED RELEASE NOTES... 2 Requirements and Upgrade Information... 2 Documentation Available Online... 4 RELEASE OVER RELEASE STATISTICAL CHANGES... 5 PRODUCT AREAS IMPROVED IN THIS RELEASE... 9 Contact Center Client... 9 Contact Center Management Installation and Upgrades IVR Routing Multimedia Contact Center Reporting Workforce Scheduling KNOWN ISSUES CALL RECORDING Citrix XenApp YourSite Explorer IVR Routing Ring Groups Reporting Remote Node Contact Center Client Workforce Scheduling NET IVR with MiCC for Microsoft Lync... 18

4 Detailed Release Notes for MiContact Center Version DETAILED RELEASE NOTES This document describes the new areas of improvement available in version of the MiContact Center software. The document includes: Requirements and upgrade information Documentation available online Release over release statistical changes Product areas improved in this release Known issues REQUIREMENTS AND UPGRADE INFORMATION The MiContact Center Version upgrade must be installed on top of MiContact Center Version This release contains defect fixes and features that are available only with Version NOTE: If you have a 5000 media server configured, we recommend setting it to Historical before performing the upgrade to NOTE: You must leave client updates enabled during this upgrade. There is a known issue with IIS logging excessively if client updates are disabled. This is resolved once all clients 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 Contact Center Solutions 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, 2013 will contain To download and install MiContact Center Version Using a web browser browse to 2. Click Login. 3. Click Mitel Online. 4. Type your MOL User ID and Password and click Log in. 5. Under Support click Software Downloads. 6. To download o If you run Contact Center Enterprise Edition software, click Contact Center Enterprise Edition=>MiContact Center Software Download Current Release

5 o If you run Contact Center Business Edition software, click Contact Center Business Edition=>MiContact Center Software Download Current Release o If you run Call Accounting software, click Call Accounting =>MiContact Center Software Download Current Release The Knowledge Base article pertaining to the software you run will open. 7. On the Download Software page, select the desired download file. Optionally, follow the link to the Detailed Release Notes to review the changes included in this release. NOTE: You will be prompted to agree to download using the software download manager. You must agree and install the applet, if prompted to continue. 8. Save the release to the desktop of your Enterprise Server. 9. Once the file has been downloaded to the desktop, double-click the.exe file. NOTE: If you receive a Trusted Source warning, disregard and continue with the download. 10. When prompted to unzip the.exe file, click Continue. The Installation Wizard will open. 11. Click Next. Follow the steps in the installation wizard to install the release. 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 215 MB. For information on the estimated bandwidth costs for updating clients, see the Contact Center Solutions and Business Reporter System Engineering Guide. If the prairiefyre Updater Service has been disabled on clients, the clients must be updated manually. For information on manually updating Contact Center Solutions applications on client computers, see Before upgrading third-party software applications, confirm the application is supported for integration with your version of Contact Center Solutions and Call Accounting. For information concerning support for third-party software applications, see the Contact Center Solutions 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 Contact Center Solutions 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 MCD 6.0 SP3*, 7.0**, 7.0 SP1***, 7.1****, 7.2 V7.1/V8*****/V9 *Support for MCD 6.0 requires MiContact Center Version or greater. Prior to upgrading to MCD 6.0, ensure that all IVR Routing ports are provisioned with a Trusted Service Level. IVR Routing ports will not come into service after the upgrade if they were not provisioned as Trusted. Ports can be provisioned as Trusted in YourSite Explorer and written back to the PBX to bring them into service. **Support for Ring Groups requires MCD 7.0 or higher. Ring Group real-time and reporting for previous versions of MCD are not supported.

6 Detailed Release Notes for MiContact Center Version ***MCD 7.0 SP1 is supported, but new features introduced in this MCD release will not be supported, specifically "Ring Group Call Forward Always". Customers should avoid using this MCD configuration option until this feature can be supported. ****While MCD 7.1 is supported, the Meet Me Conference feature is not currently supported with MiCC. *****MBG V7.1 or greater is required in order to support all Contact Center Solutions and Business Reporter applications. Customers using V6 will have limited access, with support for Contact Center Client real time, soft phone, and Contact Center Management and Business Reporter website functionality only. DOCUMENTATION AVAILABLE ONLINE You can access the most up-to-date versions of the following documents from our website at Contact Center Solutions documentation Contact Center Solutions and Business Reporter System Engineering Guide Contact Center Solutions User Guide Contact Center Solutions Enterprise Edition Reports Guide Contact Center Solutions Business Edition Reports Guide Contact Center Solutions Workgroup Edition Reports Guide Business Reporter User Guide Business Reporter Reports Guide Contact Center Management Installation Guide Business Reporter Installation Guide Multimedia Contact Center Installation and Deployment Guide Contact Center Solutions Deployment Guide Contact Center Solutions Blueprint NOTE: We no longer publish a separate non-english Business Reporter User Guide. All Business Reporter specific information is now contained within a Business Reporter chapter in the Dutch, French Canadian, Portuguese Brazilian, and Latin American Spanish Contact Center Solutions user guides. For answers to the latest frequently asked questions, troubleshooting information, and post-release hot fixes, see the Mitel Knowledge Base at 4

7 RELEASE OVER RELEASE STATISTICAL CHANGES The following table describes reporting changes to be expected when upgrading from Version to Version : In the case of Secretarial key usage for transferring a call to another queue we pegged the incorrect queue after the transfer. Now we will skip updating call info in this case, thus the transferred call has correct call info and statistics are updated more accurately. Modified stats: Call counts may change Maximum Time to Answer may decrease Affected reports: Queue Spectrum by Period Agent (Group) Performance by Queue : Recently there was a fix which separated outbound and short outbound counts. The original fix caused confusion as a number of reports disagreed whether Short Out was to be included in total Out counts. The original fix was rethought and the statistic behavior was rolled back to original along with RDL files for all pre-packaged reports. This should bring the statistics back to normal. So customers upgrading from x and earlier should not see a difference there; customers upgrading from and later can see the difference in outbound counting. Important note for Flex Report users using ShortOut variable: Before this fix outbound calls were divided into two subsets: short outbound [=ShortOut] and regular (aka long) outbound [=OutCount]. After this fix short outbound [=ShortOut] is subset of regular outbound calls [=OutCount] which is now full set. To get long outbound calls you need to calculate [=OutCount ShortOut] Modified stats: Outbound count may change Affected reports: Agent Performance reports Employee Performance reports

8 Detailed Release Notes for MiContact Center Version : In some scenarios the third party agent in ACD conference call was not pegged as ACD in Agent Performance reports. This was observed for specific SMDR records order and caused conflicts with pegging called agents. Currently both third party and called agents should peg more accurately. Modified stats: ACD Count may increase ACD Duration may increase ACD Time to Answer may increase Non-ACD Count may decrease Non-ACD Duration may decrease Non-ACD Time to Answer may decrease Affected reports: Device by Device reports: o Agent Performance by Period o Agent Group Performance by Period o Employee Performance by Period o Employee Group Performance by Period o Team Performance by Period o Queue Performance by Agent o Queue Group Performance by Agent o Agent by Answering Agent Group o Answering Agent Group by Agent Agent Performance by Period : Starting in MiCC Version calls abandoned after multiple interflows did not peg as abandoned. Current changes correct this statistics for this scenario. This also adjusts service metrics as long as abandoned counts towards offered calls. Modified stats: Abandoned Count may increase Time to Abandon may increase Call Count may increase Affected reports: Queue Performance by Period Queue Spectrum by Period Queue Abandoned by ANI 6

9 : When a call is sent to an unavailable path via a speed call, and then is transferred to a mailbox or to a trunk, the call was previously being pegged as ACD. Customers running this scenario may note decrease in ACD metrics and increase of Non-ACD metrics. Total number of ACD and Non-ACD should remain the same. Modified stats: ACD Count may decrease ACD Duration may decrease ACD Time to Answer may decrease ACD Offered may decrease Service Count may decrease Non-ACD Count may increase Non-ACD Duration may increase Non-ACD Time to Answer may increase Queue Spectrum Count may decrease Affected reports: Device by Device reports* Device by Queue reports** DNIS Performance reports*** Extension Performance reports**** Queue Performance by Period Trunk Performance by Period Queue Spectrum by Period * Device by Device reports: Agent Performance by Period Agent Group Performance by Period Employee Performance by Period Employee Group Performance by Period Team Performance by Period Queue Performance by Agent Queue Group Performance by Agent Agent by Answering Agent Group Answering Agent Group by Agent ** Device by Queue reports: Queue ANI by Area Code Queue Group ANI by Area Code

10 Detailed Release Notes for MiContact Center Version Queue Performance by Account Code Queue Group Performance by Account Code Unified Queue Group by Queue by Account Code DNIS Performance by Queue DNIS Group Performance by Queue *** DNIS Performance Reports: DNIS Performance by Period DNIS Performance by Month DNIS Performance by Day of week DNIS Performance by Day of month DNIS Group Performance by Period DNIS Group Performance by Month DNIS Group Performance by Day of Week DNIS Group Performance by Day of Month DNIS Group Performance by DNIS ****Extension Performance reports: Extension Performance by Period Extension Performance by Month Extension Performance by Day of Week Extension Performance by Day of Month Extension Group Performance by Period Extension Group Performance by Month Extension Group Performance by Day of Week Extension Group Performance by Day of Month Extension Group Performance by Extension Employee by Extension 8

11 PRODUCT AREAS IMPROVED IN THIS RELEASE The following fixes were included in this release: CONTACT CENTER CLIENT Agent State monitors were not always showing group presence status correctly when the device was added by agent group, rather than individual agent Over an extended period of time the QueueNow monitor could become inaccurate, displaying incorrect numbers of agents unavailable or available. On a busy site this was occurring after a week or more of runtime When expanding the QueueNow monitor to show associated agents under the agent group, sorting alphabetically did not function In Agent State monitors, the CCC Chat gumdrop did not update to grey after an employee logged off Calls which were transferred into a queue using a secretarial key could not be transferred using the IVQ monitor When agents transferred a call to a Queue or Ring Group by hitting the transfer button on a desk phone, then hanging up (rather than hitting transfer a second time), it could result in a ghost-call remaining in the Calls Waiting (and Longest Waiting) columns of the QueueNow monitor The Split Conference button on the PhoneSet Manager toolbar would remain available if one of the other parties dropped from your conference call. Clicking the button at this point would generate an error code: SXERR_SPLIT_NOT_POSSIBLE. The Split button is now disabled if one of the three callers drops from a conference In some cases multimedia agents were displaying an incorrect state in Agent State monitors due to an out of order record being generated by the routing engine Intermittently agents were not receiving the flashing icon to remind them they must enter a forced classification code during worktimer When an agent answered an ACD call and then transferred that call to another queue, the call notes would be lost In environments with a large number of extensions programmed in YourSite Explorer, the dial pad in PhoneSet Manager would intermittently disappear while still loading the contacts screen.

12 Detailed Release Notes for MiContact Center Version Deleting a queue control plan in YourSite Explorer was leaving unwanted records in the delete tracking table. This was resulting in Contact Center Client performance issues as it could not properly download updated configuration data. CONTACT CENTER MANAGEMENT The import wizard for subscriber plans included the RATE column, which is no longer used by the system The import wizard for subscriber plans was inserting entries into YourSite Explorer out of order YourSite Explorer would allow the creation of a queue with a duplicate dialable number, if the conflicting queue was marked historical. This caused errors in the database, and prevented telephone system settings synchronization from committing After removing a member from an agent or employee group, new members could not be added to that group until the changes were saved, and the form refreshed In rare cases the.net Enterprise Server service was restarting due to a lock on the YourSiteDS data caused by a data set update executed a short time earlier The Server Monitoring Agent service was unable to properly terminate a service if it had been initialized with a switch in the command line Copying a multimedia queue which had a routing workflow configured resulted in subsequent queue copies using the same workflow as per the system ID. A change in one queue would affect all the others copied from the same source In an environment with a large number of unarchived s (over 25,000), the overnight maintenance process was taking in excess of 6 hours to run. The automatic purge when the database is becoming full was disabled. In cases where your database needs to be purged please see the following knowledgebase article: 10

13 INSTALLATION AND UPGRADES During an upgrade from a previous version, in an environment with remote SQL, and where the necessary local SQL instance was not yet installed, the MCCConnectionString registry entry was not created. If the site then corrected the local SQL installation, the required registry key would still not be created, requiring manual intervention When installing the MiContact Center, IP ports 5030 and 5045 were not automatically added to the Windows firewall exclusion list During upgrades from earlier versions to 7.1 to , the XAML transformer incorrectly set the UseRestQueryString value to false, resulting in REST type web service calls in workflows malfunctioning. IVR ROUTING When using the quick setup function for creating IVR ports in YourSite Explorer, only the first port was correctly assigned a MAC address, resulting in only the first port coming into service When using IVR alongside MiContact Center for Microsoft Lync, the transfer destination would change back to a previous setting when a change to the destination was saved in YourSite Explorer The configured IVR menu no-digit timeout value was not being respected, resulting in long delays when no digit was pressed The CallbackTimeReceived variable was not playing back when used in a play activity When playing back a date, the IVR was not correctly playing back the 10 th, 11 th, and 12 th of the month correctly, instead reversing the month and day digits Hot desking agents were unable to transfer a non-acd call directly to an IVR hunt group.

14 Detailed Release Notes for MiContact Center Version IVR was appending ARS digits in a MiVB cluster environment. We have added a configuration option to control this. If you do not wish for IVR to append the ARS digits: 1. Go to [InstallDir]\CCM\Services\ConfigService\. 2. Open the GlobalAppSettingsEditor.exe. 3. Enter the following information: a. Application: (leave this blank) b. SectionGroup: prairiefyre.routing.common.properties c. Name: EnableARSDigitsAddition d. Value: False e. : (you can put anything here, but there must be something input in order to save) 4. Click Save. It may take up to 60 seconds to complete. Wait for the confirmation prompt Web callbacks were not resolving the phone number correctly, resulting in the callbacks failing to be processed A maximum of 100 web callbacks could be processed per IP address, and thus per IVR node. This can now be configured under the workflow up to YourSite Explorer was generating an error if you attempted to save a Subroutine inside another Subroutine Remote IVR servers were reporting There were not enough free threads in the ThreadPool to complete the operation. Protection was added to prevent a leak in thread creation. MULTIMEDIA CONTACT CENTER When an failed to send due to exceeding the mail server s maximum file size, no visible error was returned to the Ignite user, causing confusion. An error message has been added so that it is clear that the message did not send and why The Chat Admin view has been removed to resolve a potential security issue, wherein this web site allowed access to all other chats Clients with apostrophes in their names (such as johno reilly@domain.com) were unable to start a webchat. 12

15 When an agent replied to an sent in via the ContactUs page, that reply was being sent to the queue address instead of the sender If the RoutingMedia service was restarted while s were in an InQueue state, they would be sent to a FailedRoute state instead of remaining InQueue If an Ignite user attempted to pick and choose an item from grid-view, while already having one message in their inbox then Ignite would return a System.InvalidOperationException error. REPORTING Flexible Reporting would allow users to save duplicate report names (with different case), but would then be unable to modify or load these reports due to that duplication. The Flexible Reporting application will now prevent duplicates being saved Call Accounting Trace report data was not being filed during real-time filing. This had required users to wait until the following day to run reports In Agent (Group) Internal/External Call Counts report, the Calls Outbound column did not reflect Internal Out + External Out. This was caused by the column excluding some call types which should have been included in the total Life cycle reporting was attributing worktimer end events, and classification code events to the wrong call The Queue Performance by Period was only calculating the average ringing time (in an agent inbox) for the Average Time To Open stat. It should display the average duration a message waited in queue + average ringing time Agent Performance by Month, and Agent Performance by Queue were both displaying the same total ACD time, but different call counts In the IVR DNIS Group performance by DNIS report, there was a column labeled IVR Calls to Queue. This column was a count of calls that were transferred out of the IVR workflow, but not necessarily to a queue. This column has been renamed Calls Exited IVR for clarity The Agent Group Performance by Agent report shows agent entries twice if the report was set to over midnight.

16 Detailed Release Notes for MiContact Center Version When running an Employee Group Accounting Trace for an entire month, data was added for the 1 st of the following month The Queue Performance by Period report was sometimes pegging Interflows as Abandoned calls Agent Performance by Account Code reports were double pegging calls which contained transfers Supervisors with scheduled reports were unable to see their reports inbox in CCMWeb Queue Lifecycle and Queue Performance reports were pegging some path unavailable calls as handled The Multimedia Employee Group by Employee by Agent report was not crediting the correct number of hours in a shift for the total Shift Time statistic Data Summarization was failing for certain days with a SQL exception: "The given value of type String from the data source cannot be converted to type nvarchar of the specified target column." Lifecycle reports were not properly reporting on which party ended a call (caller or agent) The Business Reporter Employee Group Accounting Trace report was unable to filter by DNIS. WORKFORCE SCHEDULING When supervisors saved a time off object with a forced increment of 00:30 minutes, it would show a value of -1:30 instead The WFM connector configured for TotalView was not outputting the full data set. 14

17 KNOWN ISSUES The following section describes known issues in Version CALL RECORDING RedBox 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. If your configuration includes asterisks in your extension or agent dialables, we recommend using the MiVoice Call Recorder product. CITRIX XENAPP When using XenApp, in order for a user to access the Data Inspectors, Forecasting tool, or to use Ignite for Chats, they must log onto the application server and be under that user s domain before their client instance will connect. YOURSITE EXPLORER Hunt group reports will show no data if the hunt group and the port are programmed on different PBXs. Workaround: Ensure ports are on the same PBX as the hunt group Customizable Business Objects were not translated into non-english languages as they can be edited by the user (example: Make Busy codes, business hours) The Sample reply templates shipped with the software are overwritten release over release, so any site that makes changes to the sample.txt or sample.msg files in the Chat or reply templates, will not have those changes after an upgrade. There is no plan to address this as these are strictly sample files.

18 Detailed Release Notes for MiContact Center Version All Record activities in the default management subroutine are missing the configuration under Save, Discard, and Review menu items that are present in the standard Record activity Sites migrating from Version 6.0.x to 7.x will lose their configured multimedia queue priority settings. IVR ROUTING If you are upgrading from a version of software older than Version , and have a remote IVR node, the Updater Service on the remote node will not prompt you to install Microsoft.NET 4.5 but it is required and without it the remote node will not function The auto-response activities in Inbound workflows are not configured upon install, and will need to be manually configured if auto-response is desired. RING GROUPS When a new ring group is created in YourSite Explorer and written back to the PBX, all the ring group members correctly show their state as Present in the ring group on the PBX. However, when you open the Queue Now monitor and select this new ring group, all of the members appear as Absent (the presence star is grey for all the members). Workaround: As soon as the ring group receives a call, the presence stars correctly change to green (present). You can also set the Ring Group to Do Not Disturb and then remove Do Not Disturb to get an updated state for the Ring Group extensions Internal calls to ring groups that overflow, due to ring or queue timer, peg as abandon in real time when they should show as interflow Ring group presence status is not updated in real-time monitors while extensions are in failover state. 16

19 The Average Time to Interflow and the Average Time to Answer statistics in real time and reports are inflated for external calls to Ring Groups that overflow. It is including the time the interflowed call spent ringing at the interflow point (i.e. it is including the interflow point's total time to answer). REPORTING Workflow reports do not report on subroutines if they are assigned to a workflow using a variable The Queue Group Unavailable Trace report should show information for abandoned calls and calls that reached unavailable queues. Currently, the report doesn t show calls that reached unavailable queues. When a Multimedia queue ( or chat) is no longer in use, if you want to be able to report historically upon that queue, you must not delete the entry for the queue. Instead, check the disable for real-time and reporting box to indicate that the queue is historical only. REMOTE NODE The Remote Node installer includes some services that are not necessary on every deployment. In a Non-Lync environment we recommend disabling the Routing Media Service, and Mass Transit Runtime Service. Workaround: For more detailed instructions, please see the following knowledgebase article: CONTACT CENTER CLIENT

20 Detailed Release Notes for MiContact Center Version The Contact Center Client Port monitor does not display anything in the hunt group name or hunt group number if the port is on a different PBX than the hunt group. Workaround: Ensure ports are on the same PBX as the hunt group. WORKFORCE SCHEDULING Workforce Scheduling does not currently support mass updates or mass deletion of items when multiple users are making changes simultaneously. Ring Groups are not supported with Forecasting, either as queues or as a member of a reporting queue group..net Microsoft has identified a bug within.net where WPF applications running in an App-V environment will lose mouse control. For more information please consult the Microsoft document here: IVR WITH MICC FOR MICROSOFT LYNC 18

21 Support for Skype for Business was added in MiCC for Microsoft Lync Version If you are using IVR in conjunction with 5.10.X.X you must update to the supported and or newer before your Skype for Business Client will function correctly. If you are using MiContact Center IVR in conjunction with MiContact Center for Microsoft Lync Version , and are interested in upgrading to Skype for Business Server you should contact our product management team to inquire about joining the controlled introduction.