SAP Business Communications Management (BCM) Release Notes 7.0 SP04 Patch 1 ( )

Transcription

1 SAP Business Communications Management (BCM) Release Notes 7.0 SP04 Patch 1 ( )

2 TABLE OF CONTENTS 1 INTRODUCTION FUNCTIONAL CHANGES CORRECTED DEFECTS

3 1 INTRODUCTION This document lists and describes corrections made to SAP BCM 7.0 after SP04. The SP04 Patch 1 package includes hotfixes that have been made after the release of SP04, they are and NOTE: Prerequisite Software: Microsoft Visual C Service Pack 1 Redistributable Package MFC Security Update (only 32-bit version) is required on both 2003 and 2008 (32-bit or 64-bit) Servers where the Chat Portal or Integration Interfaces package is installed (for interfaces such as OII, DAI and so on). NOTE: All SP04 version workstation components are compatible with this patch release, but if you are using Internet Explorer in Protected Mode, you should use either or version. If you are using USB HID headsets, and you want to take the HID correction included in this patch into use, you should update USB HID components to the version To install the patch, see Support Package installation instructions in the Upgrade Guide section 7. For client workstation component instructions, see the Client Workstation Installation Guide. Before use, delete cookies and other temporary files on the workstation in IE Options. 3

4 2 FUNCTIONAL CHANGES Registry Parameters for Connection Breakdown Management The formerly hardcoded values for managing network connections have made to parameters adjustable in registry. Of these parameters, the IpcConnectionTimeout may be helpful in environments where network connection breaks occur, for example, when server connections go across intercontinental WAN, or in high load situations. IpcConnectionTimeout Timeout in seconds for determining silent loss and connect establishment. The higher the value is set, the longer connection breaks can be tolerated, but the availablity of the system may be compromised The default value is 10 seconds; do not set the value smaller than that. In environment where network disconnections cause continuous trouble, it may be advisable to set the value to 20, and follow if the availability is high enough, that is, if new requests or calls can be set. If not, the value can be set a few seconds lower, and so little by little find the optimum level for that environment. After installing the patch, enter the parameter under the module's registry key for servers that do peer-topeer communication with other BCM servers. Type of the registry key can be string or DWORD. NOTE: Only AS and CoS are able to start using the parameters on the fly; CD, Chat Server, Chat Portal Server, Data Collector, Directory Server, External Terminal Controller, H.323 Bridge, Media Routing Server, Quality Monitoring Server, and SIP Bridge must be restarted before parameter values take effect. The parameter must be set for both directions, for example for AS CoS connection it must be set both in AS and CoS. The other two parameters are related to the previous one but only to be used in internal testing, do not change the value: IpcHeartbeatInterval Interval in seconds. Heartbeats are sent only when no other messages have been sent recently. The default value is 3 seconds. IpcConnectionRetryTime Time in seconds waited between connection retries. The default value is 5 seconds. 4

5 3 CORRECTED DEFECTS This section lists the major fixes that have been implemented into 7.0 SP04 Patch 1 ( ). Connection Problems All virtual units started to go to "near failure" state and all calls were disconnected several times in 5-10 min intervals, until Core VU was restarted. The reason was found to be that some servers started to break connections due connection timeout after they have been running for longer than 2^31 milliseconds (24+ days). Problem had started with hotfix and was also in SP4 ( ). Now servers work as they should also after 25 days. All agents were suddenly disconnected from CDT with an activex proxy error message, and they could not be reconnected until CoS virtual unit was reset. Otherwise the BCM system did not show any error signs. Problem was found and corrected in handling the connection breakage situation and properly clearing the unsent messages and buffers. COS logs were found to be huge, for example 12GB in one day. There were connections whose SSL handshake was not successful, and they were hanging in the memory. Queue Allocation Issue After a call was transferred to an agent that had an active absence profile, the call was not reallocated to any other agent in the queue. Error in System Configurator Previously the overflow queue's extension could only be a number. Now the queue extension can refer to any queue ( , action item or chat). In IVR Management, max skill 5 was not fully operational in the IVR s. Now the range has been so that 5 works as the maximum (0 = no skill ; 5 = most skilled). SC setting Deny User Modifications applies to CDT log level setting as well but allows setting higher log levels from SC and URL. CDT log files were not removed. Now the time they are kept can be set in SC > User Management > Users > CDT Personalization, and the default value is 2 days. The same setting is used for Terminal logs. If administrator cleared a numeric setting (such as Wrap-Up Time) in SC, the value was not changed in CDT until CDT was restarted (reload was not enough). Additionally, the search order setting was not read properly. Errors in Communication Desktop CDT did not always open the history search pop-up. Wrong IE window was brought on top when in CDT one of the dialogs Calls, ContactInfo or Inbox was opened, and its tabs changed. Sending notifications did not work. If an agent had both the queue and personal recording in use and recordings were very short and encoded with GSM, when he listened to recordings, the second file was corrupted. If an agent had an active chat with chat scripting, the focus was moved to scripting sheet every time agent entered text to chat. When Internet Explorer (IE) was running in protected mode, recordings and other temporary files were not deleted when CDT was closed. Now, with IE in protected mode, a new folder is used for saving the temporary files and files are deleted after set time. 5

6 NOTE: After installing this hotfix: When IE is in protected mode, temporary files such as CDT and terminal logs and recording wavs will be located in the virtual usertemp folder C:\Users\<useraccount>\AppData\Local\Microsoft\Windows\Temporary Internet Files\Virtualized\C\ Users\<useraccount>\AppData\Local\Temp instead of the normal %temp%. (If your temporary directory is something else than C:%HOMEPATH%\AppData\Local\Temp\, edit the path accordingly.) CDT did not work in a system where SSL 2.0 and TLS 1.0 protocols were rejected and only stronger cipher protocols accepted. Now CDT works also with https TLS 1.1, TLS 1.2 or SSL 3.0. CDT searches were slow because in addition to resolving the name based on extension number, it also did that for address values (chat/ ) though that was not supported. Additionally, the history list contents should be cleared before starting the advanced search. If the record listening is rejected for some reason (no access, file not found etc.), CDT should write a descriptive message in the log. CDT history search did not return anything with the "Recording" criteria. The Contact log list did not support keyboard usage. When a user changed the audio device for ringing tone in the CDT Audio Settings, the selected device was not activated. Now the CDT settings dialog verifies that the available devices and selects the correct internal device's ID. The Apply button is now selected as default instead of the cancel button. CDT prevents using the setgain() and setvolume() functions for PC internal speaker as it corrupts the the device ID. The refreshed Phone/Audio page is applied automatically if the corresponding view is opened automatically in case of audio failure. Occasionally, when an Agent went to wrap-up mode, a call was offered, and, if a call was offered in wrap-up mode, after a short while the call disappeared and the agent went to Ready state. Now the timings have been corrected, and no calls are offered in wrap-up mode. If there were no user-initiated recordings, but only campaign-initiated recordings, the CDT did not show the recordings in the History tab. Problems in Integration Interfaces When a call was handled through SAP CRM Interaction Center webclient and it went to wrap-up, the phone status was not updated to Wrap-Up, but to Free in Online Monitoring. If a call was handled through CDT, the error did not happen. Making SOAP queries where the Web Service operation had more than 2 levels did not work through Directory Availability Interface (DAI). Web Client Issues Deleting an queue that had several reply template folders configured could cause the Agent Server(s) to reset, causing CDT users to temporarily lose connection to the server. When a user tried to open Online Monitoring, he got an error message about invalid user id or password even though he was using the correct credentials. Users suffered from sporadic failures to see expected information in monitoring UI. 6

7 Workstation Components A call was terminated when a HID headset volume was adjusted. The correction affects the BCM Terminal - General USB HID Handset package (terminal_hs_usbhs.msi) only. Miscellaneous CallDispatcher lost internal SIP bridge configuration data when it sent gateway configuration to SIP bridge. For example, CD did not handle Use CD-Controlled transfer (SIP Bridge) setting correctly. System Configurator and Infrastructure Administrator users got a message about certificate expiration. The message did not prevent using the applications but was irritating. Now the build server certificate has been reinstalled. 7

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