Release Notes for Cisco Unified Workforce Optimization Quality Management Release 9.0

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1 Release Notes for Cisco Unified Workforce Optimization Quality Management Release First Published: June 15, 2012 Last Modified: September 28, 2012 These release notes describe all versions of Cisco Unified Workforce Optimization Quality Management. To view the release notes for previous versions of Quality Management, go to: To access the latest software upgrades for all versions of Quality Management, go to: Contents Introduction, page 2 System Requirements, page 2 Related Documentation, page 2 New and Changed Information, page 3 Installation Notes, page 3 Limitations and Restrictions, page 4 Caveats, page 7 Troubleshooting, page 10 Obtaining Documentation, Obtaining Support, and Security Guidelines, page 10 Americas Headquarters: Cisco Systems, Inc., 170 West Tasman Drive, San Jose, CA USA Cisco Systems, Inc. All rights reserved.

2 Introduction Introduction These release notes describe new features, requirements, restrictions, and caveats for Cisco Unified Workforce Optimization Quality Management. These release notes are updated for every maintenance release and service release but not for engineering specials or engineering tests. Before you install Cisco Quality Management, we recommend that you review this document for information about issues that may affect your system. System Requirements Quality Management supports the following Cisco Unified Contact Center Express (Unified CCX) and Unified Communications Manager (CM) version combinations: Table 1 Cisco System environment Cisco Unified CCX (x) 8.5(x) all SUs 8.0(x) all SUs Cisco Unified CM (x), 8.6(x), 8.6(x) SU2 or later SU, 8.5(1) all SUs, 8.0(x) all SUs 8.6(x) SU2 or later SU, 8.5(1) all SUs, 8.0(x) all SUs When configuring your environment, consider the following: Quality Management supports Network Recording with only Unified CM versions, 8.5(x), 8.6(2) SU2 or later SU, and (x). Cisco MediaSense 8.5(3) or later requires Cisco Unified CM 8.5(1) or later. Unified CM (x) is only supported with Quality Management SR2 or later. Unified CM 8.6(2) SU2 is only supported with Quality Management SR2 or later. Related Documentation Cisco Unified Workforce Optimization Quality Management Installation Guide Cisco Unified Workforce Optimization Quality Management Application User Guide Cisco Unified Workforce Optimization Quality Management Administrator User Guide Cisco Unified Workforce Optimization Quality Management CAD Integration Guide Cisco Unified Workforce Optimization Quality Management Error Code Dictionary Cisco Unified Workforce Optimization Quality Management Troubleshooting Guide 2

3 New and Changed Information New and Changed Information Cisco Unified Workforce Optimization Quality Management includes these new changes and features. Release (1) SR3 Support for Microsoft Internet Explorer 9, 32-bit Bug fixes Release (1) SR2: Support for non-call contact evaluation in the Recording application. Support for Dashboard lock down in the Dashboard application. Support for persisted column widths in the Recording application between sessions. Added icons to the Energy bar to mark instances of Talkover and Silence in the Recording application. Improved performance in the Calabrio ONE interface. Added the Tag Call button to the Recording toolbar in the Recording application. Tagging a contact extends the contact s retention time to the Tagged retention time. Added the Mark for Calibration button to the Recording toolbar in the Recording application. A calibrated evaluation allows you to evaluate the evaluators and ensure the evaluators are using the same standards to evaluate contacts. Added the Contact Detail report to the Reporting application. Added support for the Cisco MediaSense capture method for recordings. Support for Cisco Unified CM 8.6(x) and (x). Localized in Chinese (Simplified and Traditional), Danish, Dutch, German, French, Italian, Korean, Japanese, Portuguese (Brazil), Russian, Spanish, and Swedish. Installation Notes To ensure proper functionality, SR3 must be applied to the system prior to usage. The following steps describe the installation procedure: 1. Install QM (1) base software (setup_monrec_901.exe). 2. Cancel System Configuration Setup. Note Do not complete System Configuration Setup. 3. Install Quality Management (1) SR3 (QM_.1_57_SR3ES0_setup.exe). 4. Manually run System Configuration Setup (PostInstall.exe) on the Base server (C:\Program Files (x86)\cisco\wfo_qm\bin). 5. Complete System Configuration Setup. 3

4 Limitations and Restrictions Possible errors that might occur when you install are as follows: If you notice that the associated call IDs are blank on some calls and that causes recording playback to fail, run the following SQL script in Microsoft SQL Server Management Studio: UPDATE ccr SET associatedcallid=power(cast(2 AS BIGINT),48) POWER(CAST(2 AS BIGINT),32) * FLOOR(DATEDIFF(DAY,' ',startTime) / 7) icmcallid FROM ccr WHERE associatedcallid='' If a script missing error message appears when you install the SR, try the following workaround: 1. If the User Account Control (UAC) is enabled, disable it. 2. If UAC is disabled and the Patches.xml file in the webapps/tup/<product> folder is corrupted, delete the Patches.xml file, and then run a repair on the Cisco WFO Monitoring and Recording Services from Add or Remove Programs. For step-by-step installation and upgrade instructions, see the appropriate Cisco Unified Workforce Optimization Quality Management Installation Guide. Possible errors that might occur when you install an Engineering Special (ES) are as follows: Repair hangs Limitations and Restrictions Multi-line devices must use the same Network Recording service for each extension When configuring extensions on a single device for network recording, any extensions that are enabled for network recording must use the same Network Recording service. Quality Management Administrator associates a device with a recording service, so it cannot assign an individual extension with a separate recording service. Screen recordings of extra-wide screens fail when exported as WMV Screen recordings of monitors with a screen resolution greater than 2,048 pixels in width (for example, dual monitors side by side) play back as expected in Cisco Quality Management. However, when these recordings are exported to WMV format, the screen recording portion of the recording appears as a narrow band of static when played. To resolve this problem, set the screen resolution of the recorded monitor to a width less than 2,048 pixels if you will be exporting the recording. Restarting the Network Recording service while performing network recording might cause poor quality audio Calls that are active when the Network Recording service is stopped and are still active when the service is restarted might result in recordings that have poor-sounding audio. 4

5 Limitations and Restrictions To work around this problem, do not restart the Network Recording service while calls are active. Symptoms will persist until all the calls that were active when the Network Recording service was stopped have been disconnected. Hot desking does not work when you log into a shared line Shared lines allow multiple phones to use the same extension. But you cannot use the shared line to uniquely identify the phone that a user logged in to. For example, a phone has extensions 1001 and 9999, and 9999 is a shared line. The user can log in to the phone using the 1001 extension and hot desking records calls to the 9999 extension. If the user logs in to the phone using the 9999 extension, hot desking does not know which device the user logged in to because the 9999 extension does not uniquely identify the phone. When sending an API Login or Logout message to the Recording server or the Desktop Recording service, do not specify a shared line as the extension in the message. A shared line does not provide a unique identity for the phone. As a result, the message will be ignored. Use a unique extension on the phone for your Login message. Stop running script error The Dashboard is limited to 5 widgets when using Microsoft Internet Explorer 7 or 8. If you use more than 5 widgets, the page becomes slow and unresponsive. To work around this problem, use no more than 5 widgets on the Dashboard. Selecting a group does not populate the Team list in Microsoft Internet Explorer 7 If you are using Microsoft Internet Explorer 7 to run a report from the Reporting application, the Team list might not populate when you select the first group in the Group list. To populate the Team list, click the second or third group in the Group list, and then click the first group again to populate the Team list for the first group. If the Agent list does not populate when you click a team in the Team list, click the second or third group in the Team list, and then click the first team again to populate the Agent list for the first team. Web browser considerations While Quality Management fully supports multiple browsers and version levels, our product testing shows substantial performance improvements when loading a page using Microsoft Internet Explorer 9 or 8 over version 7. Therefore, Cisco recommends using version 9 or 8. Furthermore, testing with Mozilla Firefox 3.x shows the highest performance and therefore should be considered in situations where page load speed is considered critical. 5

6 Limitations and Restrictions Recordings in Greenwich Mean Time are 1 hour off in user interface When a recording server is configured for the Greenwich Mean Time (GMT) time zone (for example, Dublin, Edinburgh, Lisbon, and London), the recording times in the Calabrio ONE interface are off by 1 hour off. To work around this issue, delete the following item from the TZmappings file: GMT Standard Time: 0,1::GMT: A script missing error message appears when you install an SR or ES The script missing error message might appear when you install or remove an SR. The message appears when the install s attempt to modify the file fails due to insufficient permission or file corruption. To work around this issue: 1. If the User Account Control (UAC) is enabled, disable it. 2. If UAC is disabled and the Patches.xml file in the webapps/tup/<product> folder is corrupted, delete the Patches.xml file, and then run a repair on the SR from Add or Remove Programs. The link to the Patches.htm file is broken When you enter the URL for Patches.htm ( Server IP address or hostname>/tup/qm/patches.htm) from your web browser, the link is broken. To work around this issue: 1. If the User Account Control (UAC) is enabled, disable it. 2. If UAC is disabled and the Patches.xml file in the webapps/tup/<product> folder is corrupted, delete the Patches.xml file, and then run a repair on the SR from Add or Remove Programs. A repair on the base software hangs When you run a repair on the base software that includes an SR or an ES, the repair (CallRepair.exe) might hang before repairing the SR or ES. To work around this issue, create a text file called SplkUpdate.cfg file in the C:\Program Files (x86)\cisco\wfo_qm\config\config folder, if it does not already exist, and add the following text: CalRepairRunning=0 Cannot hear voice playback without clicking the progress bar on some contact recordings When attempting to playback a contact recording you cannot hear the voice recording. This problem occurs intermittently. To work around this problem, click the progress bar to hear the voice recording. Quality Management client upgrade with MR/ES/ET patches might fail When upgrading Quality Management to from a previous version with a patch installed (for example 8.0(2) SR1ES2), the upgrade might fail. To work around this problem, ensure the application version registry key is set to the version you are upgrading from, then initiate the Automated Update feature. 6

7 Caveats Asian characters are garbled when you open a report in CSV in Microsoft Excel When you open a report containing Asian characters in CSV format in Microsoft Excel, the Asian characters are garbled. To work around this problem, open the CSV report in Notepad. A search by Contact ID should ignore all other filters Search Recordings only ignores the values for Specific Date and Date Range when you specify a Contact ID. If you include values for other search fields, the Contact ID you are looking for might not appear in the search results. To work around this problem, use the Contact ID field alone or only with the Date Range and Specific Date fields that will be ignored. If you use one of the other filters the specified values need to match the data in the record for the search to be successful. Caveats Using Bug Toolkit, page 7 Open Caveats, page 8 Resolved Caveats, page 8 Using Bug Toolkit Known problems (bugs) are graded according to severity level. These release notes contain descriptions of the following: All severity level 1, 2, and 3, open and closed bugs. Significant severity level 4 open and closed bugs. All severity level 1, 2, 3, 4, 5, and 6 resolved bugs. You can search for problems by using the Cisco Software Bug Toolkit. Before You Begin To access Bug Toolkit, you need the following items: Internet connection Web browser Cisco.com user ID and password Procedure Step 1 Step 2 To access the Bug Toolkit, go to Log in with your Cisco.com user ID and password. 7

8 Caveats Step 3 To look for information about a specific problem, enter the bug ID number in the Search for Bug ID field, then click Go. For information about how to search for bugs, create saved searches, and create bug groups, click Help in the Bug Toolkit page. Open Caveats The caveats in Table 2 describe possible unexpected behavior in the latest Cisco Unified Workforce Optimization Quality Management release. These caveats may also be open in previous releases. Bugs are listed in order of severity and then in alphanumeric order by bug identifier. Table 2 Open Caveats for Cisco Unified Workforce Optimization Quality Management SR3 Identifier Severity Component Headline CSCty qm QM Licensing service does not connect to Side B in HA UCC-X configuration CSCty qm CHT, CHS, KOR, RUS: QM: Month number instead of name in Reports Closed Caveats Table 3 contains information about the known limitations in the latest Cisco Unified Workforce Optimization Quality Management release. Cisco has evaluated these defects on a case-by-case basis. For each defect, we have determined that one of the following is true: The software functions as designed. The issue cannot be resolved. Table 3 Closed Caveats for Cisco Unified Workforce Optimization Quality Management Identifier Severity Component Headline CSCty qm XML parser fails to parse mangled workflow CSCty qm RUS: QM: String-- Unmark for HR --- is truncated and cannot be shortened Resolved Caveats This section lists caveats that are resolved but that may have been open in previous releases. Bugs are listed in order of severity and then in alphanumeric order by bug identifier. Because defect status continually changes, be aware that this document reflects a snapshot of the defects that were resolved at the time this report was compiled. For an updated view of resolved defects, access the Bug Toolkit (see the Using Bug Toolkit section on page 7). 8

9 Caveats Release (1) SR3 The following sections list caveats that are resolved in Cisco Unified Workforce Optimization Quality Management but that may have been open in previous releases: Release (1) SR3, page 9 Release (1) SR2, page 9 Table 4 lists the caveats that were resolved in Release (1) SR3. Table 4 Resolved for Cisco Unified Workforce Optimization Quality Management (1) SR3 Identifier Severity Component Headline CSCuc qm Record servers sending QM2016QM1020 MANA messages alerting concurrent recordings capacity CSCuc qm Search filter for tagged calls is not working for Compliance License CSCuc qm Corrupted raw files cannot be converted to wav CSCuc qm Citrix: QM Thin Client cannot keep connection to Upload Controller CSCuo qm PC hibernation causes subsequent recordings to fail CSCuo qm MANA reports notification failure for a disabled diagnostic task CSCuc qm Failure to detect phone could lead to screen recording outage CSCuc qm Call duration mismatch CSCuc qm End of day processing can cause quality calls to be archived CSCuc qm Close button is gone CSCuc qm Error when running Agent Section Scores report CSCuc qm DB: Agent based searches slower than they should be CSCuo qm Cannot run SQL scripts on Default SQL instance using configured port CSCuc qm Adding descriptions to evaluation forms is not user friendly Release (1) SR2 Table 5 lists the caveats that were resolved in Release (1) SR2. Table 5 Resolved for Cisco Unified Workforce Optimization Quality Management (1) SR2 Identifier Severity Component Headline CSCts qm Admin loads slowly with many licensed users CSCtq qm DbProxy fails to insert CCr due to client timezone being null CSCts qm FTS incorrectly reports low disk space CSCts qm Sync improperly deactivates a team after deleting primary supervisor CSCtt qm UI performance issue CSCtt qm Media Player sends session timeout messages to JS when they are not used CSCtu qm SQL Server query does not timeout when HTTP request times out CSCtu qm Playback out of sync due to delayed start of screen recording CSCtu qm After handling a logoff event client stops handling logon/logoff events CSCty qm CHS, CHT, KOR: QM: Corrupt characters in Reports 9

10 Troubleshooting Table 5 Resolved for Cisco Unified Workforce Optimization Quality Management (1) SR2 (continued) CSCty qm FRA: QM: Double accent characters in Reports CSCty qm CHT, CHS, KOR, RUS: QM: Month number instead of name in Reports CSCty qm ALL: QM: Word - Drag - is hardcoded CSCty qm ALL: QM: Missing strings in Player CSCty qm ALL: QM: Strings too close to the window border in Player window CSCty qm ALL: QM: Broken buttons in Comment windows CSCty qm ALL: QM: String --- month --- available only in singular form CSCty qm ALL: QM: Missing Help on localized languages CSCty qm ALL: QM: Titles in Reporting section are not prepared for localization CSCty qm ZHT: QM: String --- Commenter --- dropped to second line CSCty qm RUS: QM: String-- Unmark for HR --- is truncated and cannot be shortened CSCty qm ALL: QM: Missing Help on localized languages CSCty qm ALL: QM: Titles in Reporting section are not prepared for localization CSCts qm Added ability to ignore event messages from PC for capacity purposes Troubleshooting See the Cisco Unified Workforce Optimization Quality Management Troubleshooting Guide for troubleshooting information. Obtaining Documentation, Obtaining Support, and Security Guidelines For information on obtaining documentation, obtaining support, providing documentation feedback, security guidelines, and also recommended aliases and general Cisco documents, see the monthly What s New in Cisco Product Documentation, which also lists all new and revised Cisco technical documentation, at: (Click Obtaining Additional Information.) Obtaining Upgrade Media If you are upgrading, use the Product Upgrade Tool (PUT) or the PUT for registered customers only to obtain a media kit and license or purchase the upgrade from Cisco Sales. To use the PUT, you must enter your Cisco contract number (Example: Smartnet, SASU, or ESW) and request the CD/DVD set. If you do not have a valid contract, you must purchase the upgrade from Cisco Sales. It is the contract that validates your entitlement to updates through the Cisco Product Upgrade Tool (PUT). 10

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