MiContact Center APRIL 2016 MICONTACT CENTER VERSION DETAILED RELEASE NOTES

Transcription

1 MiContact Center APRIL 2016 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 May 18, 2016, Trademark of Mitel Networks Corporation Copyright 2016 Mitel Networks Corporation All rights reserved

3 DETAILED RELEASE NOTES... 3 Requirements and Upgrade Information... 3 Documentation Available Online... 5 RELEASE OVER RELEASE STATISTICAL CHANGES... 6 PRODUCT AREAS IMPROVED IN THIS RELEASE... 8 Contact Center Client... 8 Contact Center Management... 8 Ignite... 9 Installation and Upgrade... 9 IVR Routing... 9 Multimedia Contact Center Reporting Workforce Management Workforce Scheduling YourSite Explorer KNOWN ISSUES Auditor Call Recording Contact Center Client Flexible Reporting Ignite Installation and Upgrades IVR Routing MiVoice integration for Salesforce Multimedia Contact Center Reporting Ring Groups Services... 19

4 Detailed Release Notes for MiContact Center Version Workforce Management YourSite Explorer HOTFIXES NOT INCLUDED HotFixes APPENDIX A RELEASE OVER RELEASE STATISTICAL CHANGES FROM PREVIOUS RELEASES APPENDIX B AREAS OF IMPROVEMENT FROM PREVIOUS RELEASES MiContact Center 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 MiContact Center Contact Center Client Contact Center Management IVR Routing Multimedia Contact Center

5 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 will be packaged as a Full Installer. This means that you can apply it onto any , 7.X.X.X, or X server. NOTE: If upgrading from to 8.0.X.X, any remote IVR servers will require you to download the Mitel Remote Server Pack from CCMWeb page and run a Repair. 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. You will require 15 GB of free hard drive space to perform the upgrade. If you are performing an offline upgrade, then you will need to migrate your license ahead of time by ing a copy of your CCMv5.dlsc file and site key to miccrenewal@mitel.com. Once your licensing has been migrated and the file signed, rename the existing CCMv5.dlsc file as a backup, and copy the newly signed file into the 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

6 Detailed Release Notes for MiContact Center Version 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, click MiContact Center =>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 226 MB. For information on the estimated bandwidth costs for updating clients, see the MiContact Center and Business Reporter System Engineering Guide. 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 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 NOTE: Multiple VLAN configurations, available as of MiCD 1.2, are not supported. Mitel Telephone System MiVoice Business, Mitel Call Director (MCD)3300 ICP Supported Versions MCD 6.0 SP3 ( or higher)*, 7.0**, 7.0 SP1***, 7.1****, 7.2, 7.2 SP1 MiVoice Border Gateway (MBG) V8, V9, and V9.1 * MCD load is a patch release. In order to download this you will need to contact MiVoice Business support. **Support for Ring Groups requires MCD 7.0 or higher. Ring Group real-time and reporting for previous versions of MCD are not supported. 4

7 ***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. DOCUMENTATION AVAILABLE ONLINE You can access the most up-to-date versions of the following documents from our website at Contact Center Solutions documentation MiContact Center User Guide MiContact Center Installation and Administration Guide MiContact Center and Business Reporter System Engineering Guide MiContact Center - Contact Center Reports Guide MiContact Center Workgroup Reports Guide Multimedia Contact Center Installation and Deployment Guide MiContact Center Site-Based Security (Multi-tenant) Administration Guide 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

8 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 : Agent Performance by Period reports were showing outbound and transferred calls that occurred after a hot desking agent had logged out. Extension Performance by Period reports also contained incorrect statistics after the same hot desking agent was logged into them during the summarization period. These behaviors have been corrected. Affected Statistics: ACD Metrics (durations, counts, time to answer) Non-ACD metrics (durations, counts, time to answer) MakeBusy durations Transfer counts (both in and out) Outbound counts and durations Internal outbound counts and durations Queue Spectrum counts Affected Reports: Agent Event reports Extension Performance reports Agent Performance reports Call Accounting Trace Agent Outbound Trace Queue Performance reports Queue Spectrum reports : Some MakeBusy events were not being handled correctly, resulting in some events not being pegged. Affected Statistics: MakeBusy Count Affected Reports: Agent Event reports : Time for Recall Held Party events was being added to the Ringing Duration statistic. This is now included in the ACD duration instead. Affected Statistics: ACD Duration Ringing Duration Affected Reports: Agent event reports 6

9 : ACD calls which contained internal transfer segments in SMDR were not being pegged correctly. Affected Statistics: Answered Service Count Offered Short ACD MakeBusy Count External ACD Count Queue Spectrum Counts Affected Reports: Queue Performance reports Queue Spectrum reports : Some ACD counts and durations were not correctly pegged due to an out of order logout record being processed prematurely. Affected Statistics: ACD counts ACD durations Affected Reports: Agent Event reports Agent Performance reports Queue Performance reports NOTE: For a list of statistical changes from previous release notes beginning with , please see Appendix A.

10 Detailed Release Notes for MiContact Center Version 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 B. CONTACT CENTER CLIENT Real-time monitors were not correctly pegging all calls for Ring Group members. This is resolved in MiContact Center with your MiVoice Business upgraded to version 7.2 SP In the QueueNow monitor, an alarm set to play a sound when the abandoned stat changed was triggering at incorrect times The CallbackType and CallbackClientName variables for callbacks were not being pushed correctly to screenpop. The Callback type was displaying a numeric value, and CallbackClientName from a web callback was not sent After upgrading from 7.1.X.X to 8.0.X.X some Contact Center Client profiles which contained a Marquee monitor would not load correctly Traditional agents would show in real-time as Idle after re-queueing a call and being logged out by the MiVoice Business. CONTACT CENTER MANAGEMENT When licensed for IVR and Call Accounting only, the IVR Port monitor and licensing details were not available Due to an error in how the Enterprise Server service handled the crediting of expired calls, some sites experienced performance issues which could result in the service being restarted The Historical Data Purge tool was unable to decrypt the connection information for SQL on a MiContact Center Version 8.X server. The updated tool can be found here: 8

11 IGNITE The real-time behavior when in Work Timer and punching MakeBusy was inconsistent between Multimedia (Worktimer remained the overriding state) and Voice (MakeBusy overrode the Worktimer immediately). These have been lined up to match the existing Voice model The Chat pane in ignite would occasionally display as blank until either another application was placed overtop of Ignite, or the window was resized Agents were unable to play back their agent greeting recording in Ignite When selecting an account code from the History and Account Code menu, there was no visual indication that the click was registered. A visual indication has been added The CallbackType and CallbackClientName variables for callbacks were not being pushed correctly to screenpop. The Callback type was displaying a numeric value, and CallbackClientName from a web callback was not sent A hyperlink in an would be clickable in preview mode, but not from the edit screen Printing an from Ignite was resizing and cropping the message severely Some customers experienced intermittent crashes of Ignite. INSTALLATION AND UPGRADE The upgrade to 8.0 would fail if the site configuration contained a historical media server listed as an unsupported MCD version. IVR ROUTING One site reported intermittently ports entering a ringing you back state If a caller hung up during a transfer, the IVR would continue to attempt to process the call until it reached an error due to the lack of caller. This resulted in phantom calls being seen.

12 Detailed Release Notes for MiContact Center Version Some of the provided prompts for German language contained long periods of silence at the beginning and end, which needed to be trimmed Callback customer audio files were not being deleted from local and remote IKVR servers once the callback was completed One customer reported ports intermittently becoming stuck in a ring-no-answer state When UPiQ was updating a caller with their position in a Virtual Queue Group, it was providing the caller s position in an individual queue instead of the group. MULTIMEDIA CONTACT CENTER Chat templates were not respecting HTML code, and were displaying the raw HTML code in the chat Intermittently chat transcripts would disappear from the history in Ignite. REPORTING First Login and Last Logout fields in Flexible Reporting were not registering the seconds value Flexible Reports were not displaying the date range and device in report headers Agent Performance reports were pegging calls which had been forwarded to voic as Outbound calls Agent Performance reports were not pegging Calls Transferred From Agent counts if the call was transferred to another media server Total durations were not lining up when comparing Agent MakeBusy reports with Flexible Reports using the same data. 10

13 IVR Branch reporting would fail if the branch name was too long. The SQL stored procedure now accepts the same length of name as the configuration Agent Event reports were returning inflated Average Ring Time values In some cases the total call counts after overnight summarization would be reduced compared to the previous day s real-time totals. This was due to some ACD external calls not being correctly pegged Agents were showing as logging out and logging back in again almost immediately due to an out of order login event. WORKFORCE MANAGEMENT The Historical Recollector was producing SQL timeouts and not regenerating AgentScoreCard files. We have added a configuration to allow modification of the default timeout time. In the GlobalApplicationSettingsEditor, configure the following: Application: prairiefyre.wfm.service.exe SectionGroup: prairiefyre.wfm.controller.common.properties.settings Name: SQLConnectionTimeoutSeconds Value: (the timeout period in seconds. Default is 30) : (you must enter a value here to save)

14 Detailed Release Notes for MiContact Center Version WORKFORCE SCHEDULING Intermittently users would experience a time-out on save. Update did not succeed due to network congestion, please try again. If users see the error, then in the file CCSServer.exe.config in the folder [InstallDir]\Services\CCSServer edit the tcptimeout values. You should start with 30 seconds, and this needs to be set in two places. In example (bold type) below, the timeout is set to be 30 seconds. <add key="tcptimeout" value="30000" /> </setting> <setting name="tcptimeout" serializeas="string"> <value>30000</value> </setting> Workforce Scheduling Adherence reports were showing inflated adherence percentages Users were unable to add the Schedule by Employee by time off by Day of Week report to a report schedule. YOURSITE EXPLORER When editing a security role, under the Basic tab the radio buttons would intermittently not show the saved selection Users were unable to create Agent Greeting ports if all IVR port licenses were already used Authentication for client applications would fail if the password contained the & character. 12

15 KNOWN ISSUES The following section describes known issues in Version AUDITOR Rarely, Auditor will not play back a specific day of data. 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. 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 Contact Center Client Queue Now monitor: Handled or Offered Counts are not incremented if queues and originating extension are on the same PBX. The workaround is to use the IgnoreInternalShortAbandonRecords setting We are removing Outlook as an address book provider in 8.0 for PhoneSet Manager and Softphone. If users need to use Outlook as their address book provider they must remain on 7.x with Outlook 2010 (32-bit only). If they want to use Outlook/AD contacts with 8.0 they need to move to MiCollab Softphone.

16 Detailed Release Notes for MiContact Center Version Employees that have an agent license in previous versions, but no associated devices (no voice, or chat) and have no supervisor license, will not be able to log in to Contact Center Client after upgrading to 8.0. Contact Center Client login is dependent on having an agent license, which in 8.0 requires an assigned device or an Advanced Supervisor license. Due to changes in the licensing structure, when upgrading from a previous version to MiContact Center Version 8, your ContactCenterClient profile may ask for an extension where it did not before. You can disable this if desired by stopping PhoneSet Manager in the ribbon and saving your profile. FLEXIBLE REPORTING In some cases, after loading historical data in the Forecasting Tool, clicking Perform Forecast, and then clicking Export Forecast, you will receive an unhandled exception Forecast report shows the wrong column header. It should be "Managed Agents" but it says "Agents required". IGNITE Sometimes an Ignite or chat page will appear blank and require you to click somewhere else and then back to your item in order for it to display In Ignite, a correctly spelled word is being detected as a spelling error if the word has letters in different colors When leveraging reply templates in Ignite, if the reply template is a TXT file and contains special characters (in this example 'á'), the character is overwritten with broken character references. 14

17 INSTALLATION AND UPGRADES During the install, if you select 'Click for more information' when UAC is disabled, the installer will crash. This could happen at the end of the install when trying to read the DRN PDF file. This will not cause issues with the installation but may prevent you from accessing the release notes during the installation If you run the 8.0 installer to upgrade your existing server, but are forced to cancel the installer because of an in issue with the pre-install checker, your SQL connection strings will have been overwritten and will not connect to SQL. To work around this and allow your pre 8.0 version to continue running, you will need to re-run the configuration wizard on your previous version and re-insert the SQL connection information. IVR ROUTING Callbacks are not working for Chile as a result of a country wide dial plan update. Refer to the KB for a workaround: Our language options are not consistently named across the IVR. For Example under "Prompts" you have "Spanish Spain" and "Spanish Chile" while under the Language activity in the toolbox we have "Spanish Spain" and "Spanish Latin America" Giving the remote IVR a computer name of over 16 characters causes remote IVRs to fail to bring ports into service In a Management Plan if you hang up while recording, the incomplete recording will be committed and overwrite the existing recording with silence. MIVOICE INTEGRATION FOR SALESFORCE

18 Detailed Release Notes for MiContact Center Version When dialing a number that is busy, you are notified that the call failed but there is no indication that the line is busy and there is no option given to wait until the call becomes free. This is because the Wait and CampOn features are not supported with the new OIG 3.0 Salesforce solution. MULTIMEDIA CONTACT CENTER Microsoft has identified a bug within.net where Windows Presentation Foundation applications running in an App-V environment will lose mouse control. For more information please consult the Microsoft document here: Sending pictures in auto responses in does not work The default chat transcript uses the <<From>> variable instead of the <<Username>>, resulting in a blank string instead of the chat customer name Outbound s are not being delivered due to invalid addresses and agents are not being notified as a result of SSL not being used for the SMTP server There is a slight delay between Multimedia and Voice agents when setting manual Make Busy (or triggering an overload state) causing workload to not be respected. This could cause agents to be routed unexpected items The Euro symbol ( ) may not display in a SMS conversation. This problem is caused by Twilio not encoding the Euro symbol correctly, but we have raised the issue to Twilio for resolution. 16

19 For customers upgrading from v7 to v8 or later: All the words that had been saved to the agents' personal dictionaries before the upgrade will be gone after the upgrade. This is a result of the new editor in v8.0, and the new dictionaries being used. There is no possible migration from the old dictionary entries to the new ones on the client side. Agents will have to re-add custom words to the new dictionaries. Note: the same thing would happen in v7 if agents were to go into IE and clear their cache and local storage. Alternatively, customer can use the new global lists to add/remove words instead, if they don't want to lose common ones or if they want to ban certain words that were previously banned. For more information on how to configure this, refer to the Below KnowledgeBase Article: For customers currently utilizing MiContact Center for multimedia interactions, during upgrades the installer will perform the migration of in queue, and in progress multimedia messages to Elasticsearch. This migration requires a large share of the processor to complete, and as such system stability through Remote Desktop Sessions may be adversely affected. Once the migration process is complete, the installer will continue, and processor resources should return back to normal consumption levels. This is important to note in the event that system monitoring or management systems are configured to alarm on high resource utilization, as this may provide a false flag during upgrades. REPORTING Calls being rerouted via Call Reroute Always on the MiVoice Business to an external number are still pegging as an Offered and Handled In some cases, the ACD Offered count from real-time is higher than the ACD Offered count from summarized reports In certain configurations, Queue Group Performance by Member Period and Queue Group Answer by Period reports have different calls offered and calls handled totals, as a result of the agents and queues residing on different MiVoice Business controllers Agent Performance Reports are incorrectly pegging outbound calls when agents retrieve callers from hold.

20 Detailed Release Notes for MiContact Center Version Durations on Lifecycle reports can be incorrect if a non-call related event shows up in the call (such as Make Busy or Login) Lifecycle running in real-time has some memory leak issues for larger sites, but can be disabled if Lifecycle is not required in real-time. You can enable historical Lifecycle reporting in the Global Application Settings Editor so it will summarize the events on nightly maintenance When resummarizing pre data, the Call Duration includes the time of two calls instead of just one call in Account Code Performance by Period reports Trunk Performance by Period reports are not crediting requeue Time to Answer when the call is requeued multiple times Classification code is over credited in duration when summarizing older packages still using the prairiefyre worktimer 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. RING GROUPS If a hotdesking agent logs on to an extension that is in a Ring group, the Ring Group cannot be placed in or removed from DND MiContact Center forces Presence if a call rings back a Not Present extension after dialing a ring group Agent incorrectly pegged ACD for transfers from answered ring group calls Queue/Group ANI by Area Code report for Ring Group shows internal calls (but should not) Queue 'Offr' and 'Hndl' are double-pegged when Ring Group calls are transferred to an extension which does not answer and then Ring Group member gets 'Ringing you back' call (due to COS No Answer Recall Timer). 18

21 Queue Spectrum reports do not show Queue Ringing and Queue Group Ring Time on ring groups If the first member in a Terminal or Terminal Cascade ring group is out of service we get 'CallisWaiting' and 'CallQueued' MiTAI events even though the call is automatically offered to the next member in the group. This affects Time to answer durations Resummarizing old ring group data using version can result in inaccurate pegging due to missing\old MiTAI events Most ring group calls which are in progress when the PBX is homing back after resiliency are not pegged in Queue Now Ring Group with Call Forward Always enabled pegs Offered and Handled in Contact Center Client real-time Queue Now, Queue by Period monitors and "Queue Performance by Period" reports Ring Group with Call Forward Always enabled shows Forwarding Destination as a member in the Queue Performance by Member report Same-day report mis-pegs the Abandon on calls auto-forwarded from a ring group to a Hotdesk User on a different PBX Report does not peg Abandon on calls auto-forwarded from a ring group to a Hotdesk User on the same PBX Crediting historical ring group data for devices that had no\old MiTAI monitoring will not produce no\erroneous statistics. SERVICES The Collector Service may take an inordinate amount of time to shut down depending on the number of MiVoice Business instances that are configured Evaluating Business Alarms task during maintenance can cause deadlocks in the config service, in a large configuration, evaluating Business alarms.

22 Detailed Release Notes for MiContact Center Version WORKFORCE MANAGEMENT Workforce Management Connectors configuration issue where it is creating folders for all programmed media servers, instead of only the one programmed in Workforce Management Connectors. YOURSITE EXPLORER In an existing prompt, if you add new wav files as selected members, then try to move one of the new files up to the top position before saving, it will not move all the way up When editing a rule within a workflow and removing a member from the rule, it changes the title of the rule activity to what is now the first listed member Data Link Monitor displays duplicate SMDR records, although they are not actually writing to the raw files. 20

23 There are 5 fields: Business Schedule, generate realtime stats during business hours, Interactive Queue Control schedule, Interactive Queue control plan, and Enable Interactive Queue Control. In Release 7.1 we only used Business Schedule in conjunction with the generate realtime stats during business hours checkbox. When checked, we would only generate realtime stats during business hours. This was the only use for the Business Hours. The Interactive Queue Control Schedule was used to put the queue into DND. What has changed in Release 8.0 is that the business hours is now used to open and close the queue, and the Interactive Queue Control schedule is used to determine whether or not to evaluate the conditions within the Interactive Queue control Plan. What this means for customers? Queues that used to rely on the setting "Interactive Queue Control schedule" to put their queues into DND will no longer function. What did we do? Upon upgrade we will check if the Interactive Queue control option is enabled, if it is we will overwrite the Business Hours schedule with that of the Interactive Queue control schedule which will allow the queue to open and close based on the same hours it used to. This will only affect customers upgrading from 7.x to 8.0.

24 Detailed Release Notes for MiContact Center Version HOTFIXES NOT INCLUDED The following section lists the Hotfixes that were not included in Version If you have any of these Hotfixes installed on your server, upgrading to is not recommended. HOTFIXES The CreditConferenceInLifecycle configuration option is not functioning correctly under certain conference scenarios Enterprise service can experience performance and stability issues when client applications poll for real-time states of devices no longer present in the configuration (cached locally) IVR workflows continue to process after a hangup activity in a subroutine until they reach an endpoint or error out. This can cause workflow error alarms even though the call is unaffected The Enterprise Server service could experience performance issues, or Out Of Memory exceptions in environments with a large number of simultaneous client connections In a workflow with more than one MakeCall activity, if the first call fails, subsequent attempts will fail also The DefaultPick RequeueTime configuration option is not being respected. The system instead uses the default 15 minutes ACD Calls Handled do not match when comparing Agent Performance and Agent Event reports. 22

25 APPENDIX A RELEASE OVER RELEASE STATISTICAL CHANGES FROM PREVIOUS RELEASES 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.

26 Detailed Release Notes for MiContact Center Version 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 : For some scenarios when a call is transferring from IVR to queue, DNIS was changed incorrectly. As a result of this being corrected some values are changed from IVR to queue calls. Affected Statistics: Total Calls may decrease slightly Column 2 through 9 counts may decrease slightly Affected Reports: Queue Spectrum by Period reports 24

27 APPENDIX B AREAS OF IMPROVEMENT FROM PREVIOUS RELEASES MICONTACT CENTER 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

28 Detailed Release Notes for MiContact Center Version 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 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 26

29 In some cases, Contact Center Client real-time indicated s waiting that had previously been handled 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

30 Detailed Release Notes for MiContact Center Version 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 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 Modifying the time in the Forecasting tool on a tablet generated an Unhandled exception but worked fine on desktop computers Ignite 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 28

31 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 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

32 Detailed Release Notes for MiContact Center Version 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 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 30

33 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 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

34 Detailed Release Notes for MiContact Center Version 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 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 32

35 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 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