CCE 4.1 Patch1 Release notes

Transcription

1 CCE 4.1 Patch1 Release notes April 2010

2 Contents Scope... 1 Patch Package... 1 Installation... 2 Server Installation... 2 Stop CCE Servers... 2 Install CCE Servers... 2 Client installation... 5 Updating Deployed SSRS CCE Reports... 7 Fixed Issues... 9 Solutions for specific issues Running Configuration server on Windows 2008 OS Invalid Queue Values for ASMediadirector VDN Call Profile Report Release notes for CCE 4.1 Patch 1 April 2010

3 Scope This software update is only intended to be installed against the following release(s) of Contact Center Express: CCE 4.1 The CCE 4.1 Patch1 can be used on top of an existing CCE 4.1. Make sure that all of the provided setups will be installed on the system. To deploy the CCE 4.1 Patch1 on a CCE 4.1 system, all of the following listed steps must be done: -Installation of the CCE server processes which are part of the Patch1 -Installation of the CCE Client applications which are part of the Patch1 - Updating Deployed SSRS CCE Reports Patch Package Name of Patch Package : CCE_41_Patch1.zip MD5 Checksum : 1c5d2685f1b3b0d4b7bf891996f78112 Release notes for CCE 4.1 Patch 1 April

4 Installation This section describes the upgrade process which is based on the Main Installer and on the setups. The Quick Installer Tool is not supported for this patch upgrade. Important: If you have installed the CCE 4.1 Hotfix 1 (Contact Center Express Desktop ) on the computer, then first uninstall the Hotfix, before you install the CCE 4.1 Patch1. Extract the CCE_41_Patch1.zip archive to any install directory. Server Installation Stop CCE Servers Before you run the CCE4.1 Patch1 installation, ensure that all CCE server processes are stopped. All setups that update CCE services will stop them during installation. Nevertheless it is strongly recommended to stop all CCE services in advance manually for security reasons. You can use Windows Service Control panel to stop all the CCE Services. Note1: Most (See Note2) CCE Services are named with an AS prefixes, e.g: AS XML Server, AS Media Director, AS Media Store etc. Note2: CCE Configuration server service is named Active Configuration Server. Install CCE Servers To install Contact Center Express Server Patch1 1. Close all open applications. 2. Run the setup.exe file. The system displays the Choose Setup Language dialog box. 3. From the drop-down list, select the language you want to use for the installation and click OK. Release notes for CCE 4.1 Patch 1 April

5 4. Click Server. Release notes for CCE 4.1 Patch 1 April

6 5. Select License Director and follow the steps of the License Director Setup. The License Director Setup requires a reboot of the server machine. Select No at the end of the setup and do a reboot after you installed the rest of the following setups. 6. Select Interaction Data Server and follow the steps of the Interaction Data Server Setup 7. Click 5. Select Media Director and follow the steps of the Media Director Setup 6. Select Application Management Service and follow the steps of the Application Management Service Setup. 7. Exit 8. Reboot the server machine. Release notes for CCE 4.1 Patch 1 April

7 Client installation To install Contact Center Express Client Patch1 1. Close application CCE Desktop/Reporting applications. 2. Run the setup.exe file. The system displays the Choose Setup Language dialog box. 3. From the drop-down list, select the language you want to use for the installation and click OK. 4. Click Desktop. Release notes for CCE 4.1 Patch 1 April

8 5. Select Contact Center Express Desktop and follow the steps of the Contact Center Express Desktop Setup. 6. Select Interaction Contact Center Express Reporting and follow the steps of the Contact Center Express Reporting Setup. 7. Exit Release notes for CCE 4.1 Patch 1 April

9 Updating Deployed SSRS CCE Reports Start the 4.1 CCE control Panel: i. Right click on the Media store Database node and select Deploy Reporting Files ii. The database Utility screen will appear. Release notes for CCE 4.1 Patch 1 April

10 iii. The Browse button will allow you to browse to the folder containing the Reports. This should default to the reports sub-folder under the Control Panel installed folder. iv. Replace the entry <Enter IP Address or Machine Name> with the IP Address, machine name or DNS name for your SSRS Server. i. Replace the entry <Enter Database Server Name> with the IP Address, machine name or DNS name for your SQL Server. ii. Confirm that the Overwrite Reports tick box is selected. iii. Now select Deploy. The process will begin iv. When completed, Confirm that 31 Reports have been deployed.. v. Close the Utility tab. Release notes for CCE 4.1 Patch 1 April

11 Fixed Issues Issue Issue Description 6418 In the VDN-> Call Profile Report the Average speed of answer is always shown as "0". In tblvdnstats, TotalWaitSeconds is not recorded, although it is recorded in tblagentstats. It is zero all the time Installation of CCE 302 can cause AVAYA key to be deleted and break AES Client When I have a call on hold with in CCE Desktop and I press the pin icon (Auto hide) on one of the plugins like history, presance, or session notes, the call is taken off hold AutoText Plug-in - Display WorkCodes out of Order Exception in Presence plugin causes IDS-View cline to unregister conection and presence stops updating/stops working Exception noted in Desktop log file log which then results in IDS-View Client unregistering from the IDS-ViewServer and presence stops working until desktop restarted If someone edits the INI file manually, and enters in an invalid value when the the media director starts the queue with a value of out of range (1..100), we are unable to edit the queue from the Control Panel -> Media Director section. Media director starting the queue with a value out of range (1..100). This needs to be restricted by one of the following, and log the messages WebLM licensing installed. MS-CRM Licenses are consumed at 1 license. No MS-CRM license left to allocate after the the primary license is consumed. So when agent 2-75 log in, they get an error stating no MS CRM license available. The control panel also shows the same, that there are no MS CRM license left to allocate. Installed original Agile License Key to get customer running. The customer is NOT currently utilizing WebLM Report Category : VDN Report Name : Call Profile The CCE VDN Call Profile report displays an Average Speed of Answer of 0:01 while bcms reports an Average Speed of Answer of 0:08. The CCE VDN Call Profile report displays the % Withing Service Level as 84.85% while bcms reports the % Within Service Level as 91%. The CCE VDN Call Profile (Graphical) report displays a service level of 91%, which is consistent with bmcs. Release notes for CCE 4.1 Patch 1 April

12 Solutions for specific issues Running Configuration server on Windows 2008 OS Issue To start the Configuration Server Manager under Windows 2008 with all necessary rights go to Start->All Programs->Avaya Contact Center Express->Server->Configuration Server and do a right click on Configuration Server Manager. In the context menu choose Run as administrator. Confirm that you want to start the Configuration Server Manager with Administrator rights and click Allow. Release notes for CCE 4.1 Patch 1 April

13 Invalid Queue Values for ASMediadirector Issue If the following Values for a Queue in ASMediadirector.ini file is set improperly (out of range ) [Queue Queue_1] Queue ID = Queue_1 VDN = 6461 Phantom Station DN List = Maximum Queued Work Items = 10 Maximum Queued Phantom Calls = 5 The Default values 10 will be taken for both of these two properties. Also fractional values are considered as out of range (invalid) values and in that case also the default value of 10 will be taken. VDN Call Profile Report Issue Detailed description of the VDN Call Profile Report The VDN Call Profile Report consists of two different types of data. The one is displayed in the upper area of the report: This area displays the abandoned calls and answered calls for the VDN, where the data is split into time slices. To create this overview each call has to be evaluated by its detailed call sequence and timeline. The process generating and storing this information is the Voice Media Store. This is the same Release notes for CCE 4.1 Patch 1 April

14 information as it is used for the call history display at the agent desktop and it is based on CCE Work Items. Calls which are abandoned in queue or only delivered to a station without related agent desktop are not considered in this area of the report. Answered Calls are counted once a Work Item gets accepted. Abandoned Calls are counted once a Work Item gets closed. The data for these events is stored to the exact DB time interval where the actual event takes place. This is opposed to the lower area, where all call related data is stored to the DB time interval at the end of the call. The lower area of the report displays total counters of answered and abandoned calls: This information is created by the IDS Voice & Presence. It is the same information source as all other voice related historical reports and it is independent to the Voice Media Store (see above). The IDS Voice & Presence is using call related information provided directly by CM/AES. Therefore the counters in this report area are calculated in relation to answer/disconnect of calls, not in relation to Work Item acceptance/closure. Additionally, this area of the report includes information about calls in queue as opposed to the upper area. All data for these calls is stored to the DB time interval which belongs to the end/disconnect of the call (as opposed to the upper report area). As a result of the previous description the display of the two areas of the VDN Call Profile Report may differ in many cases, even if the processes are working correct as per design. All the other values of the report (times, percentages) are generated by the IDS Voice & Presence and therefore only related to the lower area of the report. Release notes for CCE 4.1 Patch 1 April