Release Notes for Arc Premium. Version Released: July 2010

Transcription

1 Release Notes for Arc Premium Version Released: July 2010 These release notes describe the new features and caveats for Arc Premium (previously known as Arc Enterprise Premium) Version You can access the most current Arc Premium documentation at this URL: You can access the Arc Solutions website via: Join the Arc Solutions Forum at: Registered partners can access the Arc Solutions Extranet via

2 1.1 Introduction Arc Premium version is a major version release which incorporates some significant new features, including:- Directory Import from Cisco Unified Communications Manager Support for managing disabled records with LDAP import Support for SSL encryption with LDAP Synchronization Extended LDAP Support Enhancements to the resilience for Daylight Saving support DTMF Capture (required for the Screen POP API) Screen POP API in Agent Voice Session Break Hours Templates Audit Trial on Database Upgrade Supervisor Reports CS04/05 improved to include all Overflow and Break Hours calls Remove Windows Authentication on Database Creation Support for Cisco Unified Communications Manager 8.0 Support for Cisco new phone models 69xx, 89xx and 99xx as BLF phones only. Update to the Console User interface A summary of the feature changes are: Enhanced Busy Lamp Status Information to display Resource Based Monitoring Accessibility support for JAWS 9 and JAWS 10 New Keyboard shortcuts for transfer to voic and Directory Search Support for Microsoft OCS 2007 icons 1.2 Key features in this new release are:- Searchable, scalable busy lamp fields in Arc Premium attendant console On CUCM 7.1(2) onwards, Arc Premium attendant console is able to show the phone status of all Cisco Unified IP phones across the CUCM cluster. The previous limit of 4500 busy lamp devices has been removed, and in Arc Premium we ve now removed the need for the operator to press the F2 key to query a device status. The directory view is updated automatically. This feature allows attendant console users to see Busy Lamp Status across a single CUCM cluster of up to 30,000 phone users. Automatic import of the CUCM directory. This utility will simplify the process of populating and maintaining the Arc Premium directory. If an organisation uses the CUCM directory as its master, this feature can ensure that the directory is always up to date. Note that this is not yet supported for directory fields containing Chinese, Japanese or Korean. Release Note for Arc Enterprise Version

3 Support for new Cisco phone ranges. Arc Premium attendant console will support the monitoring of new Cisco 69xx, 89xx and 99xx phone ranges in the Busy Lamp display, released with CUCM and 8.0. These new devices support a larger number of lines, enhanced telephony and video features, and provide low priced units for price sensitive channels. Note that Arc does not support the use of these phones as operator or agent phones. Dedicated Voic Transfer key. Pressing the forward slash / key on the numeric keypad will now instigate a direct transfer to voic function. Note this will require a voic system to be installed and for the appropriate configuration to have been completed in the Arc Premium attendant console. Enhanced wildcard search in console. Modifications to the way that wildcard searches are performed in the Arc Premium attendant console. DTMF Capture (required for the Screen POP API) DTMF Capture allows for the capture of digits which can then be used to apply a data label for the input. Typically these may be used to associate data to a call (an example may be an account number). Note: The Data is not validated during this process, so the Operator or Agent would do the necessary security checks when the call reaches its designation. Screen POP API in Agent The Screen POP API (Application Programming Interface) provides a method to communicate and retrieve information from a third party application and provide some basic call and device control. Microsoft Office 2007 Release 2 Presence Icons and behaviour. Arc has updated the icons and logic on our presence engine to correctly reflect the behaviour of Microsoft Office Communications Server (OCS) release 2. Multi-region language support. Support in the Arc Premium attendant console user interface for the following languages: French (Paris), Italian, German, Spanish (Traditional), Portuguese (Portugal), Arabic, Cantonese (Hong Kong), Chinese (PRC) [Simplified Chinese], Chinese (Taiwan) [Traditional Chinese], Danish, Dutch, Finnish, Hebrew, Japanese, Korean, Norwegian, Russian, Swedish. Note that full support for a directory containing Chinese, Japanese or Korean characters is not yet available. Enhanced Accessibility support For those with impaired visibility in the Arc Premium attendant console, offering support for JAWS screen reader version 9 and 10 as well as compatibility with Zoom Text screen magnifier. Interoperability In addition to compatibility with Cisco Unified Communications Manager (CUCM) editions already supported by Arc 5.1, we now offer support for CUCM version 8.x, due for release in April Compatibility matrices are being updated to reflect this. Arc Solutions is supported on 32bit editions of Microsoft Windows server and Microsoft SQL Server only; 64bit Editions of these platforms are NOT supported. For more information please contact Arc Solutions. Release Note for Arc Enterprise Version

4 1.3 System Requirements Console Server and Client (Console) Computer The following specification is given as a guide only. It is recommended as a base specification to allow Arc Premium to run at its optimum. You should try to supply this specification of machine or better. 1.4 Arc Premium Administrator Server PC Server Arc Premium Connect is a client server application. The server side will need to run on a dedicated PC Server. No other applications must run on this server. The tables in this section detail the minimum specification required by the Arc Premium Server application. Important Information Support for Windows 2008 Server/CUCM Telephony Service Provider 7.1 Products affected:- Arc Enterprise Premium 4.x, 5.x Arc Enterprise (SolutionsPlus) 4.x, 5.x Arc Call Connect 4.x, 5.x The products listed above plus CUCM 7.1.x TSP with Windows Server 2008 R1 32bit have successfully passed several courses of extensive testing in-house at Arc Solutions. Arc Solutions assures customers and partners of its full support for Windows Server 2008 Release 1 (R1) 32bit. Support for Windows Server in 64bit mode is not available. Furthermore, Cisco Unified Communications Manager (CUCM) Telephony Service Provider (TSP) is compatible only with 32bit installations of the Windows Server at this time. The Cisco s TSP 7.1 Developer Guide confirms that the Cisco TSP 7.1 is supported with the attendant console products listed above. The developer guide can be found here: Customers or partners with any questions regarding this are advised to contact Cisco Systems directly. Release Note for Arc Enterprise Version

5 Important Information Microsoft SQL 64bit Support Arc Solutions advises customers and partners that support for Microsoft SQL Server (2005 and 2008) is offered for 32bit versions of the operating system only. Arc cannot offer support for 64bit SQL at this time, either in an on-box or off-box configuration. There are two significant areas of functionality dependent upon 32bit files that are incompatible with 64bit mode, and that cannot be removed from the Arc system. These features rely on several DLL files* that need to be placed on the SQL server machine itself. Since the files have been compiled in 32bit mode they will not run on a 64bit SQL machine. Arc Solutions has reviewed the work to provide the files in 64bit mode and is unable to offer timescales on doing so in the short to medium term. This is because not all of the files are in a development language that lends itself to being simply recompiled in 64bit mode, and they would need to be rewritten. Arc s development roadmap is resource-committed until Q and we are unable at this time to insert a project of this magnitude into the schedule as it would jeopardise other customer commitments. Arc is, however, committed to move to a 64bit architecture and plans to do so in For more information please contact support@arcsolutions.com *Technical detail The following files are 32bit and so are not compatible with 64bit SQL server: - The following files are required for phonetic searching MetaphoneCOM.dll XPMetaphone.dll Stemminglib.config Stemminglib.dll The following files are required for Resilient Server operation ASR.dll AXPR.dll The Arc Server is not supported in Remote Desktop (RDP) and Terminal Services (TS) environments as these applications can cause problems with the required Wave Driver operation. However, Arc does offer support for VMWare virtual server environments as detailed in the Arc Enterprise VMWare statement issued in December 2009 Arc Enterprise VMWare statement Dec 09.pdf. Release Note for Arc Enterprise Version

6 Applies to Arc Premium Connect Server SQL Server 2005/2008 Licensing SQL Scalability Pentium GHz 2 GB RAM 72 GB Hard Drive or better CD-ROM/DVD-Rom Network Card PC Specification SVGA (1024x768) display card with correct drivers Windows 2003 Server SP2/Windows 2008 R1 (32bit) Server.Net Framework v3.5 SQL Server Standard or Enterprise 2005 with SP3, or SQL 2005 Express with SP3 for smaller installations where resilience is not required OR SQL Server Standard or Enterprise 2008 (32bit), or SQL 2008 Express for smaller installations where resilience is not required. Microsoft Excel for Directory Exporting. There are two methods of licensing: Per Processor license or SQL Server & CALS license It is at the Partners discretion as to which SQL license option is selected. The URL below details the SQL Server licensing requirements. As a point of reference, the Arc Server uses 2 SQL CALS, and each Arc Supervisor and Arc Console uses 1 SQL CAL per instance. The performance limitation that SQL Server Express possesses is that it can access only a single CPU and 1 GB of RAM with a maximum database size of 4Gb. In sites where one or more of the following are expected;- -A large number of operators - more than 10, -A high call volume - greater than 500 calls per operator per day, -A Large Directory - greater than 10,000 contacts; The use of SQL Server Standard or Enterprise should be strongly considered. Where a system outgrows the SQL Express deployment, or issues are experienced that are related to the use of SQL Express, the Standard or Enterprise versions of SQL can be used to upgrade the existing implementation with minimal effort. Note: For future versions of Arc Premium to benefit from some features, SQL Release Note for Arc Enterprise Version

7 Express will not be an option and SQL Standard or Enterprise (32bit) will be required. The Server should be connected to the network via the TCP/IP protocol. The ARC Server will require the appropriate Operating System Licenses. If an Off-box (remote) SQL server is used within your configuration then it must have.net Framework v3.5 installed. 1.5 Anti-Virus support There are many different Anti-Virus products that are supported on an Arc Premium system server. Typically, the most commonly used products are McAfee VirusScan and Norton AntiVirus Both of these products are supported, although any AntiVirus program is supported on an Arc Premium Server, as long as it is configured as below: Exclusions It is important that the AntiVirus product supports Exclusions. This is the ability for the user to specify specific files and/or folders that will NOT be scanned by the AntiVirus program. The following exclusions should be set when using AntiVirus on an Arc Premium Server File Location \\ArcData \\Program files\arc\arc Connect\Logging \\Temp\Cisco\Trace Use This folder is where the System Configuration Databases are located This is where all the system log files are stored. This is where the Cisco TSP Trace files are located N.B. The File Locations and File Names may be changed by your System Administrator. The files in the above table are constantly being written to and updated during standard operation of the Arc Premium system. Due to this, these files are permanently being accessed an Anti-Virus Scan on access policy for these files will mean that the files are constantly being scanned for Viruses. This will in turn slow down the operation of the Server. Therefore, excluding these files from being continuously scanned will allow the Server to function as expected. 1.6 Arc Premium Client Software The minimum specification required by each of the Arc Premium Client applications is as follows:- Release Note for Arc Enterprise Version

8 Arc Premium Suite of software is not supported within a 64 bit Operating System Applies To the following applications PC Specification Supervisor Pentium GHz 1 GB RAM 400MB available Hard Drive space CD-ROM/DVD-ROM Network Card Connected to Network via TCP/IP SVGA (1024x768) display card Windows XP Professional SP3 / Windows Vista Business (32 bit) / Windows 7 (32 bit) Console Operator Arc Wallboard Arc Agent If the report functionality is required then it is advisable to disable the User Account Control when operating Supervisor on Windows 2003 / 2008 and Windows 7 Pentium 4 Entry Level Specification 1GB RAM 1GB available Hard Drive space CD-ROM/DVD-ROM Network Card Connected to Network via TCP/IP SVGA (1024x768) display card 17 Monitor highly recommended Windows XP Professional SP3 / Windows Vista Business (32 bit) / Windows 7 (32 bit) USB 1.0/2.0 Port for Arc Console Keyboard Sound card and speakers are required for the Console Operator and Arc Wallboard. Pentium 4 Entry Level Specification 256 MB RAM 1GB available Hard Drive space CD-ROM/DVD-ROM Network Card Connected to Network via TCP/IP Release Note for Arc Enterprise Version

9 XML Agent SVGA (1024x768) display card Windows XP Professional SP3 / Windows Vista Business (32 bit) / Windows 7 (32 bit) Internet Explorer 7.0 or higher Compatible with the following Cisco Unified IP phones running Skinny Call Control Protocol (SCCP) 7940G / 7941G / 7960G / 7961G / 7970G / 7971G Phone MUST be set to Headset mode as this module requires Auto Answer to be configured on the device. With Windows 2008 running IIS7, the following roles must be added: IIS6 Management Compatibility ASP Extensions All client applications should be run in accordance with the operational practices outlined in the respective Admin and installation manual provided with the software. 1.7 Localisation Support Arc Premium version supports Arabic (Saudi Arabia), Chinese (Hong Kong SAR), Chinese (Simplified), Chinese (Traditional), Danish, Dutch, English, Finnish, French, German, Hebrew, Italian, Japanese, Korean, Norwegian, Portuguese, Russian, Spanish and Swedish. See Arc Solutions Design Guide March 2010 which provides further information regarding Database Collation, which will impact on the deployment of the software in locations where languages other than English are used. 1.8 Support for overlapping (or multiple unique) dial plans Please be advised that Arc Premium is not designed to support more than one unique dial plan within its directory. Where the product is used in multi-tenant environments, only a single unique dial plan is supported. 1.9 Cisco Unified Communications Manager compatibility Arc Premium version is compatible with the following Cisco Unified Communication Managers (CUCM) and the respective Cisco TAPI TSP. Release Note for Arc Enterprise Version

10 1.10 A full compatibility matrix can be found on the website (see page 1 for web links) CUCM 6.1a* a & b Cisco TAPI TSP 6.1 (0.10) 6.1 (2.4) 6.1 (3.2) 6.1 (4.2) 7.0 (1.6) 7.0 (1.6) 7.1 (3.4) ** (1.6) 8.0 (1.6) * Several issues with Extension Mobility and TAPI, raised with Cisco. ** See the section Cisco Unified Call Manager 8.0.x Compatibility Cisco Unified Call Manager 8.0.x Compatibility Support for Cisco Unified Call Manager 8.0.x will only be supported via the old TSP Wave Driver. When installing the TSP for this version of Call Manager, the end user is asked which version of Wave Driver they would like to install. At this stage the user must select the old version in order to provide compatibility with the Arc Suite Resolved Issues from The following table outlines fixes that have been resolved since the release. They include issues that have arisen during internal review as well as generic fixes that have been reported via testing and customer support calls. Log Number CT Driver TP TP TP TP CT Server TP TP TP TP PDD TP TP TP Issue description Voice Server crashes while the server is being stopped Slow response from the Dynamic BLF feature Presence not displayed in operator Driver causing Server instability Arc console does not display CLI when call forwarded from IPCC queue Direct Transfers do not recall Blind transfer from Unity is never presented to operator console Original called name not being displayed in console Call orientation (Internal or External) becomes incorrect when after a call passes through several transfers (3 hops) via operators and agents. Static Voice Ports used by the Voice Server cannot be larger than 10 digit DN s. Voice Server crashes while the server is being stopped Direct Transfers do not recall Release Note for Arc Enterprise Version

11 Agent TP TP TP TP Admin TP TP TP TP TP TP TP TP TP TP TP TP TP Console TP TP TP TP TP TP TP TP TP TP TP TP Agent install backup location should default to install location Emergency Mode queues not populating on first entry to list ACD agent Unable to move "Whole ACD System" to Recipients list once Invalid Call State error message shown when auto answer is enabled Implemented support to turning ON/OFF Referral Chasing for Directory sessions configure the INDEXES for Direct Access Adding DDI filters new button is greyed out Unable to change a phrase associated to a message Default break hour reasons (NS and WEND) cannot be linked to a non full access community Supervisor GOS Report Error due to queue configuration by Admin app Max Call Waiting Time Overflow Destination not being saved correctly Voice script deletion issue Break Hours Disappearing if Call Connect Queue or Voice Session name too long Arc directory export to excel fails due to keywords Cannot delete alt & asst contacts in Admin Supervisor GOS Report Error due to queue configuration by Admin app Break Hours Disappearing if Call Connect Queue or Voice Session name too long Conferencing Documentation Unclear Issue when searching for surnames with apostrophes Console Does not ring Quick Search returns no results Directory not displayed on logging in F7 Area Not resizing Correctly GUI issue when call park & Speed dial set to No. Ctrl+L uses incorrect parameter to obtain calendar status Original called name not being displayed in console. Greeting Window not displayed consistently when Display Salutation is used Issue with Contact Notes in directory influencing results in Alt Number/Presence window. Whisper Paging issue with Groups Release Note for Arc Enterprise Version

12 TP CTI Server TP TP TP TP TP Presence PDD Searching numbers in the external directory is incorrectly responding with no results Arc CTI Server registers Pre-CT Gateway Logged out EM device not showing correct status CTI Timeouts not being handled correctly Device selection from DN algorithm issue EM Device status not being discovered properly Installing Arc Presence on Windows 2008 an error is displayed whilst trying to register a component thus stopping Arc presence from functioning properly. TP21953 Support now included for Windows 2008 Supervisor PDD TP TP TP TP TP TP TP TP TP TP TP TP TP TP Supervisor periodically fails to populate contacts when the server is under heavy load with a large configuration (e.g. 100 Queues, 100 Operators, 200 Agents, Contacts, 200 Directory Groups, 100 Skills, 100 Skills, 255 devices, 96 voice ports, 25 monitor users). Supervisor Help file lists reports incorrectly UAC causes issues with Supervisor Supervisor Unable to Run Reports Printing issues in Supervisor reporting tool issue Supervisor reports Supervisor Display Issue Supervisor GOS Report Error Overview reports has no queue select option Time Columns missing from report Supervisor Help file lists reports wrongly Console Connect Reporting query - Graphs not working Cannot select individual queues in some CC reports Supervisor report AR01(Call Connect) Documentation PDD Help file format is now no longer supported by Windows 2008, Vista & 7. A component from Microsoft is available to allow you to view the files. Downloaded and install "Windows6.0-KB x86(WinHlp32.exe)" from d3f cd175d4bb&displaylang=en&hash=mqtwiot5bo3xjb9mcnd9ubiazueh urzjjbjfrmokdfvxcujjkgmxk2fmhxvqgjqdkmvlj0bb6%2fbgmvkixr7ska%3 d%3d Release Note for Arc Enterprise Version

13 TP LDAP Server PDD TP TP TP21187 TP Resolved for Admin and Attendant Console. CUCM configuration guides do not mention new roles available in CUCM 7.x Performing LDAP syncs with large contact repositories fails due to keep a lives not operating correctly LDAP Attribute Names order issue Scheduled synch not running correctly LDAP issue with Notes being overwritten Notes are being deleted Web Connect TP Compatibility issue with Windows Workaround available 1.13 Resolved issues with Version from EFT onwards Log Number Solutions Plus N/A Resilience PDD Admin PDD PDD Issue description No Solutions Plus version has been built for EFT The resilience installer shows some inconsistent results. When installing sometimes it will be successful, then other times with the same rig, it will fail When assigning Features and Instances to a Limited Access Permissions Group, you cannot select certain Instances of particular Reports Pressing F1 to display the help file does not launch the help file but shows an error message, however clicking the help button does work PDD It is not possible to select the 'In Queue Position' threshold to more than 30, however the system messages and test values allow up to the number 60. TP Compile with LDAP_SVR Driver interfaces which support ESTOS - Meta Directory Integration TP TP TP TP TP CT Server PDD When doing Excel import data from "company" field copies and overwrites data from "section" field Windows Authentication is enabled CUCM Sync Erase BLF Setting Mixed BLF We added CUCM Sync Integration and disabled (and set to NO) BLF check box. Now an issue raise at client side is that CUCM sync erases BLF settings. Arc server CPU spikes LDAP SYNC can only Bring contact into internal directory. When opening the CTI Server configuration window an error message of Release Note for Arc Enterprise Version

14 TP TP TP TP TP TP TP Operator PDD N/A TP TP TP TP TP TP TP TP TP TP TP TP TP "No Response from Server, Using Default values message appears" is displayed Cannot dial park device to pickup call from console Cannot remove CFA from operator contact. When Operator try to unset call forwarding from any contact, request fails. Server Crashing BCTC End of day/start of day Kent Police Not possible to pick incoming calls Recalled transfer timeout for monitored devices when direct transfers is enabled. Operator console getting disconnected Windows error message displayed upon unlocking a Windows 7 machine whilst console is still running Integration of localization for French, German, Spanish, Italian, Portuguese, Norwegian, Finnish, T. Chinese (HK), Hebrew, Danish, Dutch, Swedish, Russian, Arabic, Chinese Simplified, Chinese Traditional, Japanese, Korean Transfers with Whisper Page German Translation fixes Changed phrase of "Use phonetic searching" for German Allowing line based monitoring in Console Amended so that if a device doesn t exist on call manager we now display an out of service image rather than displaying nothing at all. Issue with Contact Notes in Directory Whisper paging issue with Groups Searching Numbers in the external directory When Toggle call and if user hang up make sure we allow user to select consult and blink transfer through the directory Enquiry call rings the destination from service device before operator sends call completion request (as a part of transfer via service queue). This causes operator to consider the destination device as BUSY hence ends up sending call completion request of CAMP-ON type. This happens if Automatically Camp on if busy feature is on in operator. Added code to switch the focus to the internal/external directory list box when opening the Alternates number (F2) window. This stops issues with arrow key presses after the F2 window is displayed Added code to check to see if a display column exists in the summary details tables if running in direct access mode. This check only happens if the display column is linked to a physical contact property field. When the operator has the "Prompt if presence status set" option switched off, and is viewing alternate numbers and makes a call from within this Release Note for Arc Enterprise Version

15 TP N/A TP TP TP TP Wallboard TP TP Admin TP TP TP DB Upgrade application TP LDAP Server TP TP TP TP TP TP TP CT Driver TP TP TP TP Supervisor window, the window is now closed Stop contact s extension number appearing when viewing alternate numbers Updates of Operator Help file for German localization. Adhock Recording Locks up console BLF delay about 10 to 15 seconds 'CTRL M' rings the extension instead of ing Default Search order not working correctly XML Output causing Memory Leaks Fixed issue when opening template we always have menu enable. When loading a contact from LDAP if any of the contacts contains & they will get ignored, this issue needs to be fixed in the Admin Unable to creating Divert Internal or external call filter when user doesn t type Number Arc Administrator application should configure Schedule Start year part from 2-digit to 4 digit format Arc Administrator application should configure Schedule Start year part from 2-digit to 4 digit format Arc Administrator application should configure Schedule Start year part from 2-digit to 4 digit format High usage Error Scheduled synch not running correctly French / German Locale Customization doesn t show Special Characters in Arc Console Window. Feature - ESTOS - Meta Directory Integration Cannot synch LDAP to "Notes" or "Absent Notes" CUCM Sync Erase BLF Setting Mixed BLF Cannot dial park device to pickup call from console Calls are not showing correctly in Arc Operator Server Not Routing Calls Operators unable to log in Release Note for Arc Enterprise Version

16 TP23192 CTI Server TP CUPs Server TP Supervisor - high CPU utilization during queue maintenance for 4-5 minutes. On demand BLF is slow to respond to searching Arc cups service crashed 1.14 Open issues with Version Log Number CT Server TP PDD PDD PDD PDD Operator PDD PDD PDD TP N/A Supervisor N/A PDD PDD LDAP TP23376 Admin Issue description Call cannot be delivered to a remote agent if FAC or CMC is enabled on the gateway used to deliver the call. If the Voice Server stops/crashes whilst a call is being processed by a voice script, then the call is left connected to the Host PBX gateway Wrong CLI information displayed in console when retrieving a call from hold When changing a contacts extension number, the device name field should be blanked so that it is refreshed. Work around is that the user manually resets this data when changing the extension number Wrong CLI information displayed in console after two/three step Call Transfer When running the console on Windows 7 as an administrator it is unable to connect to OCS/LCS to get information. Work around by enabling read/write access rights to Logging folder and registry settings for console and then running it as a normal user EM user logouts not handled correct in the BLF display when using CTI Server Reply to a Whisper Page Group message is not displayed in console When using directory shrink, if a consult transfer is completed, the directory does not revert back to the default directory. German localisation of the Operator help file. Reports (including Graphical) have several layout/display issues that are to be resolved and contain some inconsistencies as well as inaccuracies It is possible to delete the Default Filter (Queue DDI/DNIS exact filter) for a voice session Adding a local or remote call park device via the supervisor does not work and thus should only be added by the Admin application Problems syncing contacts due to auxiliary classes created within the edirectory structure. Release Note for Arc Enterprise Version

17 TP Field headers in the directory group contacts list appear to allow sorting, however the fields that do not allow sorting are not consistent with what indexes are enabled. Release Note for Arc Enterprise Version

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