ShoreTel Contact Center 4.66 Generally Available Version Software Build Notes

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1 ShoreTel Contact Center 4.66 Generally Available Version Software Build Notes Overview Release is a Generally Available version of the ShoreTel Contact Center ShoreWare 7 or higher is required for Contact Center All Agent and Supervisor applications must be upgraded. New Installs Please download ; the base version ( ) has been incorporated into the subsequent maintenance version ( ). Two-step installation (base + maintenance) is NO LONGER required starting 4.6.X release. Upgrades The following upgrade paths are supported for this release: Server ShoreTel Contact Center versions 4.6.X ShoreTel Contact Center versions 4.65.X ShoreTel Contact Center versions 4.35.X and Client All Supervisors, desktop applications MUST be upgraded to All Agents (client applications) MUST be upgraded to OPTION - UPDATE PATCHES Update patches, which go on-top of the current maintenance release, are usually available. Each patch will have its own release notes, and will provide instructions to either apply the update patch to the server, or corresponding client desktop system(s) (Supervisor, Agent, or both). Update patches can be found on the ShoreTel Web site->software download page, under the ShoreTel Contact Center product. Download of patches should correspond to the given maintenance release that is being installed.

2 Recommendations prior to upgrading: Server: 1. Disable Virus checker 2. Confirm hard disk does not require de-fragmentation. 3. For Windows 2003 only, confirm DEP (Data Execution Prevention) is on correct setting: a. Option should be set to Turn on DEP for essential Windows programs and services only. Desktop: 1. Confirm that the Supervisor desktop, installed program directory does not include both an Agent directory and Supervisor directory. This can occur if the Supervisor lock device was not present, prior, or after the upgrade. 2. Older desktop shortcuts should be removed as they will link incorrect location for targets 3. Confirm DEP (Data Execution Prevention) is on correct setting: a. Option should be set to Turn On DEP for essential Windows programs and services only. (Terminal service install should not require modifications to the registries nor should the shortcut require modifications.) Double-Take For customers have implemented Double-Take configuration, please follow below sequences: 1. Stop and disable the Double-Take service on Target server first, then on the Source 2. Upgrade Source Contact Center Server 3. Upgrade Target Contact Center Server 4. Sync up Source and Target Contact Center Server 5. Restart Double-Take service.

3 New Installation Instructions Server Installation 1. Download files, and extract the contents into a common folder (Upgrade Installation Directory). i. Note: Since the same files are used to Install all Contact Center systems (server, supervisor, call agents), ShoreTel recommends copying the downloaded files into a public drive that is accessible to all systems that require an update. 2. Navigate to the location in which the Contact Center version files (Upgrade Installation Directory) were extracted and double click on Setup.exe. 3. Reboot server, and continue to configure the IRN and IVR port settings as specified in the Contact Center Administration Guide. Supervisors and Agents New Installation 1. Administrator rights are required to install the Desktop Software. 2. For Contact Center Supervisor PC s, and Agent PC s, navigate to the location in which the Contact Center version files (Upgrade Installation Directory) were extracted and double click on Setup.exe. Select to not reboot at this time. 3. Reboot desktop. 4. Log-on back to the Desktop, as an administrator, in order for the installation to complete.

4 Upgrade Instructions Server Upgrade 1. Download files, and extract the contents into a common folder (Upgrade Installation Directory). i. Note: Since the same files are used to Install all Contact Center systems (server, supervisor, call agents), ShoreTel recommends copying the downloaded files into a public drive that is accessible to all systems that require an update. 2. On the Contact Center server, navigate to the All Programs ShoreTel->Contact Center software listing, and select Stop Contact Center. i. Note: Upgrades cannot be performed using Windows Terminal Server or Windows Remote Desktop. 3. Backup the entire Contact Center directory: Copy the entire D:\ShoreTel\Contact Center Server directory. 4. Backup up the Registry 5. Identify the Contact Center server/database name by navigating in the registry to: a. HKEY_LOCAL_MACHINE->SOFTWARE->EasyRun->EPICCenter-Setup Info->Server Name b. Identify the database name in order to re-enter in the install shield. 6. Navigate to the location in which the Contact Center version files (Upgrade Installation Directory) were extracted and double click on Setup.exe. 7. Optional - If available apply server update patches, based on instructions that are provided in each patch, release notes. 8. Reboot the server after the InstallShield is completed, or when all recommended updates are applied. 9. ShoreTel Contact Center will launch automatically after reboot. a. At this point the ShoreTel Contact Center Server should perform Database upgrade from previous Database version. This may take some time. During the Database upgrade procedure ShoreTel Contact Center Server works normally. i. Database upgrade procedure is a build-in method of the ShoreTel Contact Center Server to synchronize the Database definitions, dictionary and data structure with new installed versions. The process is initiated at ShoreTel Contact Center Server start-up and checks for differences or updates required. ii. The Database upgrade has two main stages: 1. Upgrading the Administrative (Configuration) tables (About 5-15 minutes) 2. Upgrading (if needed) the Observations tables. (Depends on amount of collected data) 10. ShoreTel Contact Center is fully operational after the Administrative update stage except for the Reporting module application. Generating Reporting module before the Observation upgrade is fully finished may provide wrong results. 1. Notes: 2. DO NOT STOP THE ShoreTel Contact Center Server DURING DATABASE UPGRADE OF ADMINISTRATIVE (CONFIGURATION) TABLES! 3. If by any chance and from any reason the ShoreTel Contact Center Server has been stopped running during the Observation upgrade process, it will resume the process from its last processing table. Note: Diagnostics console will reflect a red LED status indicator for , and a gray LED status indicator for Chat, if corresponding licenses are not included.

5 Supervisors and Agents Upgrade 1. Administrator rights are required to install the Desktop Software. 2. Navigate to the location in which the Contact Center version files (Upgrade Installation Directory) were extracted and double click on Setup.exe. Select to not reboot at this time. 3. Optional - If available apply desktop update patches, based on instructions that are provided in each patch, release notes. 4. Reboot desktop. 5. Log-on back to the Desktop, as an administrator, in order for the installation to complete.

6 Fall Back Procedure If for any reason you are required to fall back to previous version, please contact ShoreTel Partners or Technical Assistance Center Server Fall Back Procedure 1) If there is an issue during upgrade install (Note: Setup.exe is the installer) a) If the installer reports an error during the upgrade then take a screen shot of the error. b) Reboot contact center PC c) Stop the current running instance of the contact center and attempt upgrade process again. d) If contact center upgrade fails again, halt the upgrade attempt. e) Stop the current running contact center f) Un-install the contact center from the add/remove programs g) Restart server h) Remove the ecc.db and ecc_ext_1.db files from the contact center DB directory i) Copy backed up copies of the ecc.db and the ecc_ext_1.db as outlined from the install instructions j) Copy backed up copies of the Agents folder and the IVR folder and replace the corresponding vanilla installed directories located in d:\shoretel\contact Center\DB k) If applicable, copy back scheduled report directory. l) Restart the Contact Center Service and confirm the system startup and all business-specific configurations exist and run. Supervisors and Agents Fall Back Procedure 1. Stop the current running Contact Center Supervisor and Agents program. 2. Un-install the Contact Center Supervisors and Agents from the add/remove programs in Control Panel. 3. Remove the Program Files\ShoreTel\Contact Center directory 4. Reboot the Supervisor and Agents workstation. 5. Run the setup.exe from previous base version ( ) directory and restart when prompted. Do not reboot. 6. Run the setup.exe from previous maintenance version ( ) directory and restart when prompted 7. Reboot the Server 8. Once the workstation restarts, launch the Supervisor and Agent programs and confirm connectivity to the Contact Center server. Fall back plan for Terminal Service install: 1. Set the permissions of the destination folder, usually c:\program files\epicagent, to FULL CONTROL either to Everyone or to the list of users that may run the EPICAgent application on that computer machine 2. Run Regedt32.exe from the command line and select the HKEY_LOCAL_MACHINE window. Locate the EasyRun folder under: \HKEY_LOCAL_MACHINE \ SOFTWARE \ EasyRun. 3. Select from the menu items the Security option and select the Permission 4. A Window is opened and leads you to change the permission on the EasyRun registry item. 5. Change the permission on this entity to be FULL CONTROL. 6. Logoff the computer station and enter as regular user

7 Notes Build Date: July 7, 2009 Engineering Build Number: Contact Center Server Software Version: (View in Contact Center Director Help - About) Contact Center Agent Manager Software Version: Contact Center Agent Software Version: This version of ShoreTel Contact Center software was tested and certified on the following platforms: Server: Windows Server 2003 (sp1 & sp2) Supervisor/Monitor Windows XP (sp2) / Windows 2003 (sp1 & sp2) / Windows Vista Agent Windows XP (sp2) / Windows 2003 (sp1 & sp2) / Windows Vista

8 Defects Fixed (Since ) Several corrections are included in this build. Some that you may have been exposed to in previous builds are detailed below: Historical reports are reporting erroneous data Defects Fixed (Since ) Historical reporting discrepancies Agent Toolbar does not save button configuration settings Agent Manager State time does not refresh Agent Manager and Agent Wallboard display different Target Service Factors Defects Fixed (Since ) Agents are not wrapping in allotted time Incorrect wrap-up time of mail contacts A call will not force release if the music script contains an EDB action Agent Manager does not display accurate agent state ECC Event 1012 and 1004 causes server reboot Agent Manager default workspace changed after upgrade

9 Defects Fixed (Since ) Dial List-built SQL statement contains an OR clause that ASSUMES the data is numeric Agent Toolbar real-time bar graph: Calls in queue. Graph is visually messed up Contact Center - bswlogprc.exe using 35% cpu and 1gb memory on Citrix server ECC - - EC_TH2 showing an NT exception when activating - not working PCM still not working even after upgrading the ST system Threshold configured colors not showing up in supervisor desktop wall boards ECC PCM Agent Toolbar integration problems ST PCM Agent Toolbar integration not working PCM and Agent toolbar integration issue PCM - Contact Center Integration not working Interval Report 3.1 & RA1.1 individual interval totals don't add to total for set Wrap-up Detailed Super Group Report: Max field under Current Calls Talk Time doesn't increment for calls Detailed Super Group Report displays incorrect # of agents in ACD when agent logged into both groups Contact Center - Verint Recording Integration - Must restart ECC if connection to Verint Server lost ECC Reporting Bug Graphical Agents Report: Problems with colors & refresh rate Group Agents Report: State field doesn't change color when threshold is met for O-ACD Talk State On XP and Vista systems, sometime PCM fails to start the Agent Toolbar DDE cannot connect to server when calling get_version when EpicAgent is not active After agent become a PCLess while in call, the call is cleared from BCC tables but stuck in EC Issue regarding Contact Center & PCM integration issue Wording needs to be improved for popup which appears when attempt is made to delete report in schedule PCM Contact Center Agent toolbar integration Graphical Agents Report: Pie chart doesn't reflect all Release time if non-acd call placed BSWLogMon shows incorrect version within the about window Known Defects (Open) Some of the most critical known and reported defects are detailed below: Application Event logs record EpicSup failure Agent's Chat windows freezes Wrap-up reports do not run automatically When calling a script with a menu, the call does not route properly when pressing a specific digit on the menu Calls placed from a mobile phone to Contact Center result in an abandoned call