UX5000 CallAnalyst Patch1 Release Notes

Transcription

1 UX5000 CallAnalyst Patch1 Release Notes TriVium Systems Inc 1

2 Table of Contents INTRODUCTION... 3 ISSUES RESOLVED... 3 INSTALLING PATCH CONFIGURATION:... 4 USING THE NEW REPORTS... 5 E911 SECURITY NOTIFICATION (ESN) APPLICATION SUITE:... 6 KNOWN ISSUE:... 7 TriVium Systems Inc 2

3 Introduction The UX5000 CallAnalyst Patch 1 is issued to address the issues reported on UX5000 CallAnalyst It also adds reports for call Hold-time and Voice Mail activity for Agents. The new reports require ACD License on NEC Phone systems (supporting ACD) to track the ACD MIS Port for call activity events. These events are tracked for non-acd stations as well. Issues Resolved 1. Duplication of Call Records in the application. 2. If collate call records option is not checked, Phone Number of PTRS type calls are captured incorrectly. 3. Start Time of calls in certain conditions are logged incorrectly. It was observed that the previous Call's duration was being added to the Start Time of the next Call under certain conditions. 4. Call status for POTA call type records are logged incorrectly. 5. First call record received after restart of the Application Services is missing. It was observed that a character was being appended to the first CDR record on starting of the MSPM services. This condition could also occur during every reconnection to the PBX for SMDR data. 6. Unable to cost calls based on more than one Rate Plan. Installing Patch1 UX5000 CallAnalyst (Build 6249) is a pre-requisite for this Patch1. Before installing the Patch1 one should stop the following services: CA_Scheduler Multi Site Process Manager CygnusOmService CallAlarm.exe From Windows Task Manager, locate viewsch.exe and click End Process After the above steps are completed, please run the Patch1 and follow the instructions. An entry UX5000 CallAnalyst Patch1 will be seen in the Control Panel. Once you finish the installation, manually start above services and complete the step described below. Notes: 1. After starting the Services, you need to Open and Save all the existing Automation (Reports, Archive and costing) profiles once. If this is not done, the existing profiles will not run. 2. Patch cannot be installed more than once on the same machine. Incase if need like in cases, a). If CallAlert needs to be installed on a UX5000 CallAnalyst Server or on Network Client that has patch installed, then below steps to be followed: Stop all the services and executables related to application. Uninstall the patch1 from the control panel. Install CallAlert Install the patch again TriVium Systems Inc 3

4 b). If network Client needs to be installed on CallAlert after the patch installation, then below steps to be followed: Stop all the services and executables related to application Uninstall the patch1 from the control panel. Install CallAlert Install the patch again Configuration: Enabling ACD/MIS Port Tracking Launch Multi Site Configuration window clicking Start -> Programs -> NEC -> UX CallAnalyst - > Multi Site Configuration. The ability to track Call Events delivered on ACD/MIS port has been implemented for the following NEC phone system options. i) NEC Aspire NEC - Aspire (Prior to v4.0, Trunk) NEC - 28i/124i 6.xx, 124ie All, 704i All, 384i or Higher (DNIS, CLID NUMBER) NEC - Aspire (v4.0 or higher, Trunk, CLID NAME NEXT) NEC - Aspire (v4.0 or higher, DNIS, CLID NAME NEXT) ii) NEC UX5000 NEC - UX5000 (Trunk, CLID NAME NEXT) NEC - UX5000 (DNIS,CLID NAME NEXT) Selecting any one of the above switches in the Multi-site Configuration Window of the Application will enable the ACD Configuration button as shown below. Locate ACD Configuration button under Multi Site Configuration->Advanced Options and click ACD Configuration button. This feature to be configured only if you have a valid ACD License and it is enabled for the above-mentioned switches. The ACD Configuration window appears, select the checkbox ACD License to confirm that you have activated the ACD License on the PBX; enter ACD Port Number and Voice Mail Port(s). Now click Save and Close the ACD Configuration window. TriVium Systems Inc 4

5 Now, click on Save button of the Multi Site Configuration window. Now user will observe Multi Site Process Manager services will restart after this. Click Close to close the Multi Site Configuration window. Using the New Reports These additional reports come with the same flexibility that you are used to with all other reports including automation. The reports are listed under XpertView category. More advanced reports based on events tracked on the ACD Port may be added in the future to this category. Report Generation 1. On the UX5000 CallAnalyst toolbar, click Reports. The Reports window appears. 2. From the Report Category pane, select the Advanced tab and select XpertView radio button. TriVium Systems Inc 5

6 3. From the list of reports in the Reports pane, select the report that you want to run. You can choose any one of the two reports as seen above (Detailed Hold Duration by extension; Detailed calling by voice mail by extension). 4. Click the Criteria button to specify the call records that you want to use for generating the report. Data presented in these reports can be filtered now based on the Date and Time selection and Site Code only. 5. Click the Run Report icon, to generate the report. E911 Security Notification (ESN) Application Suite: License Server Connection Configuration has been enhanced to support licensing the E911 Security Notification (ESN) Application Suite. Go to Start -> Programs -> NEC -> UX CallAnalyst -> Tools -> Configure License Server. Enter valid license server information like Server IP Address and Server Port Number and click on Update License button. License information was updated successfully message will appear. Clicking OK button in the License Server Connection Configuration screen, will ask you to View the License Details and Click Yes button. User will now observe ESN License Details along with the UX CallAnalyst licenses as follows: TriVium Systems Inc 6

7 Known Issue: 1. An inbound call followed by headers is discarded. Headers are seen when the PBX is restarted. For example: PIN 17:53 06/ :01: <Call discarded> 11/03/2009 PAGE 949 <header> CLASS TIME LINE DURATION STATION DIALLED No./CLI ACCOUNT <header> TriVium Systems Inc 7