ShoreTel Contact Center (GA 7) Software Release Notice December 2011

Transcription

1 ShoreTel Contact Center (GA 7) Software Release Notice December 2011 Overview Build is the seventh GA (GA 7) build release of ShoreTel Contact Center 7. ShoreTel IPBX Version 10.2 or later is required for Contact Center 7. Windows 7 is supported on systems running ShoreTel 11 or later. ShoreTel Contact Center 5.1 is the minimum version required in order to upgrade to Contact Center 7. ShoreTel 11.2 or above is required for full PCM integration with the new Agent Queue feature Installation Details Minimum Upgrade Version is Connecting older Toolbars or Supervisors will crash Agent Toolbar and Supervisor. CCIR can no longer be installed on the same hardware as Contact Center Server. Customers upgrading from v5.1 or v6 that currently use distributed supervisor dongles must convert their licensing to a single server dongle before upgrading to v7. This includes people upgrading through v5.1 and v6. To accomplish this please request SKU from oadmin@shoretel.com IVR Stations must be upgraded prior to the primary and/or secondary ECC servers. IVR stations may need to be restarted after server upgrade. Please reference AN10259 for information on deploying ShoreTel on VMware All applications MUST be used with the minimum required version, as shown below: Application Server/IVR Station Supervisor Agent Toolbar CCIR CCIR on VMware Chat Toolkit Min. required Remarks Mandatory Recommended Recommended Recommended Recommended Recommended Page 1

2 Pre-upgrade Recommendations Server: 1. Disable Antivirus. 2. Confirm hard disk does not require defragmentation. 3. Systems being upgraded from Contact Center 5.1 or Contact Center 6 should have any custom files saved to another location so that they can be restored after upgrading to Contact Center 7. Contact Center 7 will only preserve the database, agent s folder and IVR prompts. Any Reports folders or custom files will not be preserved. This is documented in the Contact Center 7 Installation Guide. 4. Ensure a recent backup has been completed of the Contact Center database. Client: 1. Disable Antivirus. 2. Confirm hard disk does not require defragmentation. 3. Older desktop shortcuts should be removed as they will link incorrect location for targets. Installation Instructions All installation and upgrade instructions are available in the Installation Guide. Note: If this is the first time the application is launched with a redundancy-enabled system, the application will obtain the secondary IP address. At this time, a message may appear with this notification: Application will shut down and need to be restarted. After this initial step, the application will function properly. If using Integrated Toolbar, users may have to re-enter the server IP address within PCM options. Restore Procedure All backup and restore instructions are available in the Installation Guide. Note: Prior to beginning any upgrade, efforts should be made to ensure a thorough backup has been completed Page 2

3 Supported Platforms This version of ShoreTel Contact Center software was tested and certified on the following platforms: Server station Microsoft Windows Server 2008 Standard & Enterprise (SP1 & SP2) Microsoft Windows Server 2008 R2 64bit (w/o SP & SP1) Microsoft Windows Server 2003 Standard & Enterprise (SP1 & SP2) Microsoft Windows Server 2003 R2 Standard & Enterprise (SP2) VMware vsphere 4.0/4.1 (with Windows Server 2008 only) IVR Distributed Server station Microsoft Windows Server 2008 Standard & Enterprise (SP1 & SP2) Microsoft Windows Server 2008 R2 64bit (w/o SP & SP1) Microsoft Windows Server 2003 Standard & Enterprise (SP1 & SP2) Microsoft Windows Server 2003 R2 Standard & Enterprise (SP2) VMware vsphere 4.0/4.1 (with Windows Server 2008 only) Supervisor station Microsoft Windows XP Professional (SP2 & SP3) Microsoft Windows Vista Business & Enterprise (SP1 & SP2) Microsoft Windows 7 Professional & Enterprise (32 and 64bit) (w/o SP & SP1) Microsoft Windows Server 2008 Standard & Enterprise (SP1 & SP2) Microsoft Windows Server 2008 R2 64bit (w/o SP & SP1) Microsoft Windows Server 2003 Standard & Enterprise (SP1 & SP2) Microsoft Windows Server 2003 R2 Standard & Enterprise (SP2) Agent station Microsoft Windows XP Professional (SP2 & SP3) Microsoft Windows Vista Business & Enterprise (SP1 & SP2) Microsoft Windows 7 Professional & Enterprise (32 and 64bit) (w/o SP & SP1) Microsoft Windows Server 2008 Standard & Enterprise (SP1 & SP2) Microsoft Windows Server 2008 R2 64bit (w/o SP & SP1) Microsoft Windows Server 2003 Standard & Enterprise (SP1 & SP2) Microsoft Windows Server 2003 R2 Standard & Enterprise (SP2) Microsoft Windows 2008 Terminal Server (SP2) Microsoft Windows 2003 R2 Terminal Server (SP2) Citrix XenApp 5.0 and 6.0 (32-bit) ShoreTel (Versions 10.2 or later are supported, below are the tested builds) ShoreTel and later ShoreTel and later ShoreTel and later ShoreTel 13: and later Microsoft Updates Published on or before December 6, 2011 for operating systems listed above Page 3

4 Resolved Issues The following is a condensed list of issues resolved in Build : Defect Number Abstract Changing or deleting an IRN that s in use causes a process failure More than 62 Real-Time Event connections cause a process to fail A large amount of IVR.wav files cause a process failure The real-time report "ACD accepted calls count doesn t match the historical report total Agent remains in wrap after a chat call DB query execution error causes a process failure dump file to be generated Process fails when a large amount of agents using wrap codes and logout at the same time New Agent Queues require a restart of Contact Center Service License keys not accepted due to network conditions Extra spaces in the BIOS serial number cause a red box to appear Duplicate entries prevent the time zone s area code file from loading Transfers to IVR failing due to an error caused by network conditions Idle agents are not presented calls Duplicate entries appear in call profiles for dial lists Incorrect message about data loss when increasing historical data retention Message regarding the last agent in a service logging out is no longer applicable. The following is a condensed list of issues resolved in Build : Issue Abstract Network disconnects involving an IVR station cause a process failure ACD calls transferred by an agent to an agent and not answered are listed as abandoned calls Scheduled reports are generated on non-working days Dial list outbound call didn t clear the agent after disconnect IVR Station installer does not read current install path on upgrade Returning Primary CC server to master requires a manual start/restart of services After overflowing, call gets stuck in queue when a logic switch changes the call profile Using the repair-installation option can corrupt the Database Daily group report s Outbound/pending/contacts field is not calculating OACD calls correctly Cannot delete script due to secondary IRN s default destination Dial list key removed from the output dial list tab GCCS - Database Connect action does not retry after a network failure Adding/removing trunks while in island mode breaks replication Agent state is idle/busy when calling a "non-agent" ext. or outbound number Max agent licenses reached error when the max has not been met Page 4

5 The following is a condensed list of issues resolved in Build : Issue Abstract Multiple dial lists and multiple real time reports running can overload a DB An off system extension and a pickup group with the same number causes a process failure Conferencing an agent and caller, after a transfer to the same agent, causes a process to fail Message stating ASP.net is not installed on the server Interflow parameters not available in Agent Wallboard message editor IVR station fails to reconnect under load Deleting a group or service with a call in queue causes a process failure Toolbar transfer to another agent causes a state mismatch Transfer to agent on ring option doesn t function properly with dial list calls Web Callback requires a chat Licenses Deleting an IRN with a call in queue causes a process failure Scheduled reports not running due to working days not set correctly ODBC registry entry missing after upgrade Calls answered by another group does not match Calls answered by that group Callback does not dial agent after connecting with external party using an analog trunk Unable to override call profile value with SQL Adding IVR licenses requires a service restart Report template doesn t retain the sorted appearance In GCCS, *.WAV is not recognized as a *.wav file IPBX configuration change required a CC service restart to take effect Dial List SQL Query test doesn t Work on an Oracle Database Deprecated report columns removed. The following is a condensed list of issues resolved in Build : Standalone CCIR server has no backup feature Caller ID or ANI change to canonical format Service restart after upgrade Blind transfer to agent from IRN causes state mismatch Call rings multiple agents before pickup rd party software is not receiving real-time feeds Calls are not routing via ANI list Agents using anonymous phones are able to log in Changing release codes does not reset the timer Column added to a historical report generates SQL error Restart not required after upgrade Unable to add Chat capability to a group ECC printer account won't authenticate some passwords Unable to enter the non-node locked system key Missing file events in the Windows Event Viewer, but file is not missing Pressing the test button doesn t save the password in the printer credentials ACD call is not routed to PC-Less Agent Page 5

6 Licensing not updated when a new license with fewer features is applied Wallboard Y value is a negative number. The following is a condensed list of issues resolved in Build : Agent ID out of range causes service restart Call in queue not delivered to available agent Director does not check for duplicate IRNs across Voice and Error when entering time range in callback section of a service Agent Activity report isn't showing the correct data by date Agent outbound time is greater than the agent's logged in time Invalid login after upgrading to ECC ACD Contacts Accepted value is incorrect (to high) Service that interflows a call/ to itself goes to incomplete destination When using Microsoft Windows screen magnification, callback accept box is truncated Mandatory call profile fields input for dial list does not update database Chat message dialog box fails to close Using a primary rule of best skill fit with no second rule causes last-in-first-out queuing. The following is a condensed list of issues resolved in Build : Brief Agent Report state time not resetting when agent changes release code Service restart due to GCCS failure GCCS connector not saving all configured paths Calls disconnect after first announcement Calls drop due to service failure Queued s are lost when all agents are lost Service restarts due to failure CCIR installation fails with MSI error Agent Toolbar Queue Monitor out of sync after recovering from service restart Release code timer does not reset when already released and changing to a new release code Call showing greater than one day for "Max in Q" column in a brief DNIS report Event 178 in Application log for EMMA service RG4.2 Group Abandon by date and RG7.1 Abandon Call Log have different counts Cannot login to Contact Center Director after upgrade Blank dialog box when attempting to delete an action that has no pointer in GCCS ACD-In-Calls count incorrect Agent logging exceeds 27 GB Agent is logged in and is showing logged out in Agent Manager Play Callback File does not work Calls stuck when clearing an agent from the diagnostics console Dial list not presenting calls to idle agents Page 6

7 Call showing in agent s queue monitor one minute after the call has disconnected CCIR not recording wrap code when a NACD call is received during wrap Unknown web error after editing threshold values License warning when in redundancy mode changed Call is dropped due to no music source being defined in the service Columns shift when converting report to CSV. The following is a condensed list of issues resolved in Build : Contact Center service restarts after thread fails to respond Transferred calls do not show up in DNIS report Group reports for groups not pulling data Agent call to IRN causes ringing to 2 agents at the same time Agent toolbar does not show DNIS or service name on overflowed calls after upgrade Server Continues to reboot with event 1000 in event logs Scheduled report date range not containing every day's data Agent receives "Fail" message when trying to retrieve call from queue UK callback numbers presented to IPBX incorrectly Process Exception causes server restart Using script to login, the agent's status does not change in Agent Manager. Group Agent report ran over 3 months or more, values in column calls accepted are incorrect Contact Center backups failing Deflected calls because of no agents aren't showing in DNIS reports Queue monitor showing incorrect wait time for some agents. ACD Accepted column values incorrect between Group by Interval and Super Group by Interval reports Agent Manager does not show Current ACD Group for agent queue calls Agent not showing as split while on a NACD call and release Scripts visually changed after upgrade GCCS not bringing up the option window for browsing to the audio file Call stuck in queue You are able to enter text while "Connected" but no agent is on the chat call Columns in the Abandon Call Report are not labeled correctly Should not be able to install CCIR on top of CC Server Event 177 in application log every day Trunk Reports are not generating data High WAN usage from Contact Center on TCP port due to network problem. When setting the logs back to the default set, a message pops up saying the logs set are disabled License not able to be obtained when BIOS does not contain serial number Page 7

8 The following is a condensed list of issues resolved in Build : Call showing as still in queue after agent picks it up. SIP trunk call only Upon utilization of GCCS, server automatically reboots During Contact Center call agent continues to receive additional Contact Center calls service will not start or gives error regarding ini file while starting Agents not receiving calls while there's calls in queue Callback failed with unknown reason. Cannot make changes to supervisor due to An agent can only be assigned to one supervisor error Server restarts when network failure causes agent to go pc-less Number of times that an agent used a release code incorrect Cannot save logic switch with call profile change to service required Access violation on agent manager Time zone import does not work properly wait action in a script does not wait. Agent Release Codes by Date report column Number of times that an agent used a release code is incorrect Cmltv wrap-time of ACD calls" is not displaying values in the Group DNIS date report facility will not contacting PoP3 server if domain\username user format is used. Users are showing "no code" on the group agents report showing the correct release code in agent manager. Agent Idle time is being reset despite the Reset Idle Time on Non-CAD Call setting being unchecked Agents cannot log in and Supervisors cannot use Agent Manager intermittently One groups data is missing in the Super Group report GCCS closes after launch Avg. queue time in agent queue monitor is incorrect Outbound Number of retries call profile value is always "The DNIS Presented Calls" column is displaying incorrect data Agent board not populated when initially launched IsWrapUp() function cannot be called from ActiveX. The following is a condensed list of issues resolved in Build : No historical data seen past last month on any reports Db query to MySQL table will not read if column is of type decimal. Only the first subfolder under the root folder of Chat Responses shows up in Agent chat window Misreport of call profile values for some agents Can't copy/paste logic script or menu to a new script and save changes Customer system fails over to secondary when applying licenses Page 8

9 The following is a condensed list of issues resolved in Build : GCCS Logic Switch invokes Else Branch unexpectedly GCCS Logic Switch Else Action Creates "Rogue" Action Links GCCS Logic Switch does not display saved configuration values GCCS leaves/inserts "Wait" objects Auto Answer Not Working for Random Agents Agents receive calls while on a chat session unexpectedly Logic Switch Else operand no longer available after upgrade. Reverts to equals GCCS logic switch time comparison doesn't work GCCS scripts not loading properly Changing an "else" in a logic switch to something else causes the options to go blank Error when logging in an agent of a different build Save All doesn't save all modification consistently. Known Issues The following are known issues in Build : Disconnected call not clearing from the ACD Queue Call window Page 9