MiContact Center MAY 2015 MICONTACT CENTER VERSION DETAILED RELEASE NOTES

Transcription

1 MiContact Center MAY 2015 MICONTACT CENTER VERSION DETAILED RELEASE NOTES

2 NOTICE The information contained in this document is believed to be accurate in all respects but is not warranted by Mitel Networks Corporation (MITEL ). The information is subject to change without notice and should not be construed in any way as a commitment by Mitel or any of its affiliates or subsidiaries. Mitel and its affiliates and subsidiaries assume no responsibility for any errors or omissions in this document. Revisions of this document or new editions of it may be issued to incorporate such changes. No part of this document can be reproduced or transmitted in any form or by any means - electronic or mechanical - for any purpose without written permission from Mitel Networks Corporation. MiContact Center Detailed Release Notes Version May 20, 2015, Trademark of Mitel Networks Corporation Copyright 2015 Mitel Networks Corporation All rights reserved

3 DETAILED RELEASE NOTES... 2 Requirements and Upgrade Information... 2 Documentation Available Online... 4 RELEASE OVER RELEASE STATISTICAL CHANGES... 5 PRODUCT AREAS IMPROVED IN THIS RELEASE... 6 Contact Center Client... 6 Contact Center Management... 7 Installation and Upgrades... 7 IVR Routing... 8 Multimedia Contact Center... 8 Reporting... 9 Workforce Scheduling... 9 KNOWN ISSUES Citrix XenApp YourSite Explorer IVR Routing Ring Groups Reporting Contact Center Client Workforce Scheduling Wallboarder NET

4 Detailed Release Notes for MiContact Center Version DETAILED RELEASE NOTES This document describes the new areas of improvement available in version of the MiContact Center software. The document includes: Requirements and upgrade information Documentation available online Release over release statistical changes Product areas improved in this release Known issues REQUIREMENTS AND UPGRADE INFORMATION The MiContact Center Version upgrade must be installed on top of MiContact Center Version This release contains defect fixes and features that are available only with Version NOTE: If you have a 5000 media server configured, we recommend setting it to Historical before performing the upgrade to NOTE: We recommend leaving client updates enabled during this upgrade. There is a known issue with IIS logging excessively if client updates are disabled. This is resolved once all clients are updated to Before upgrading, we recommend you create a backup of your configuration and telephone system data. This provides data protection in case there are unexpected issues while upgrading from one version of Contact Center Solutions to another. To back up telephone system and configuration data 1. In Contact Center Client, click Tools=>Management. 2. In Management Console, click Configuration=>Back up/restore configuration data. 3. Select Back up and click Next. 4. Next to Save, click the drop-down button and select Save as. 5. Select a location to save the file and click Save. 6. Close the View Downloads window and, in the Backup and Restore Wizard, click Finish. A.zip file is created that contains an XML file with the entire configuration. The file size will vary depending on the amount of data that needs to be backed up. This.zip file name contains the date on which the file was created. For example, a backup file created on June 24, 2013 will contain To download and install MiContact Center Version Using a web browser browse to 2. Click Login. 3. Click Mitel Online. 4. Type your MOL User ID and Password and click Log in. 5. Under Support click Software Downloads. 6. To download o If you run Contact Center Enterprise Edition software, click Contact Center Enterprise Edition=>MiContact Center Software Download Current Release

5 o If you run Contact Center Business Edition software, click Contact Center Business Edition=>MiContact Center Software Download Current Release o If you run Call Accounting software, click Call Accounting =>MiContact Center Software Download Current Release The Knowledge Base article pertaining to the software you run will open. 7. On the Download Software page, select the desired download file. Optionally, follow the link to the Detailed Release Notes to review the changes included in this release. NOTE: You will be prompted to agree to download using the software download manager. You must agree and install the applet, if prompted to continue. 8. Save the release to the desktop of your Enterprise Server. 9. Once the file has been downloaded to the desktop, double-click the.exe file. NOTE: If you receive a Trusted Source warning, disregard and continue with the download. 10. When prompted to unzip the.exe file, click Continue. The Installation Wizard will open. 11. Click Next. Follow the steps in the installation wizard to install the release. BEST PRACTICE: As a best practice, we recommend rebooting the Enterprise Server after any major update is applied. The Enterprise Server and clients must use the same version of MiContact Center. After updating the Enterprise Server with the current release, all clients in your contact center must also be updated. Client updates in Version are approximately 215 MB. For information on the estimated bandwidth costs for updating clients, see the Contact Center Solutions and Business Reporter System Engineering Guide. If the prairiefyre Updater Service has been disabled on clients, the clients must be updated manually. For information on manually updating Contact Center Solutions applications on client computers, see Before upgrading third-party software applications, confirm the application is supported for integration with your version of Contact Center Solutions and Call Accounting. For information concerning support for third-party software applications, see the Contact Center Solutions and Business Reporter System Engineering Guide. As a best practice, we recommend you stay up to date with the most current releases of the Mitel telephone systems you use in your business. The following table details support for Mitel telephone systems by version. For complete details on the features and functionality supported by each telephone system, see the "Mitel telephone platforms" table in the Contact Center Solutions and Business Reporter System Engineering Guide which can be found at NOTE: Multiple VLAN configurations, available as of MiCD 1.2, are not supported. Mitel Telephone System Supported Versions 3300 ICP MCD 6.0 SP3*, 7.0**, 7.0 SP1***, 7.1**** Mitel Border Gateway V7.1/V8*****/V9 *Support for MCD 6.0 requires MiContact Center Version or greater. Prior to upgrading to MCD 6.0, ensure that all IVR Routing ports are provisioned with a Trusted Service Level. IVR Routing ports will not come into service after the upgrade if they were not provisioned as Trusted. Ports can be provisioned as Trusted in YourSite Explorer and written back to the PBX to bring them into service. **Support for Ring Groups requires MCD 7.0 or higher. Ring Group real-time and reporting for previous versions of MCD are not supported.

6 Detailed Release Notes for MiContact Center Version ***MCD 7.0 SP1 is supported, but new features introduced in this MCD release will not be supported, specifically "Ring Group Call Forward Always". Customers should avoid using this MCD configuration option until this feature can be supported. ****While MCD 7.1 is supported, the Meet Me Conference feature is not currently supported with MiCC. *****V7.1 or greater is required in order to support all Contact Center Solutions and Business Reporter applications. Customers using V6 will have limited access, with support for Contact Center Client real time, soft phone, and Contact Center Management and Business Reporter website functionality only. DOCUMENTATION AVAILABLE ONLINE You can access the most up-to-date versions of the following documents from our website at Contact Center Solutions documentation Contact Center Solutions and Business Reporter System Engineering Guide Contact Center Solutions User Guide Contact Center Solutions Enterprise Edition Reports Guide Contact Center Solutions Business Edition Reports Guide Contact Center Solutions Workgroup Edition Reports Guide Business Reporter User Guide Business Reporter Reports Guide Contact Center Management Installation Guide Business Reporter Installation Guide Multimedia Contact Center Installation and Deployment Guide Contact Center Solutions Deployment Guide Contact Center Solutions Blueprint NOTE: We no longer publish a separate non-english Business Reporter User Guide. All Business Reporter specific information is now contained within a Business Reporter chapter in the Dutch, French Canadian, Portuguese Brazilian, and Latin American Spanish Contact Center Solutions user guides. For answers to the latest frequently asked questions, troubleshooting information, and post-release hot fixes, see the Mitel Knowledge Base at 4

7 RELEASE OVER RELEASE STATISTICAL CHANGES The following table describes reporting changes to be expected when upgrading from Version to Version : ACD calls that were conferenced were double pegging in Agent Performance by Period reports. Conference calls will now not be ACD pegged if there's already ACD call associated. Modified stats: ACD count decreased Affected reports: Agent (Group) Performance by period : In instances where same call had both ACD answered and unanswered events from the IVR extension records, we credited both which resulted in ACD double pegging. This is only observable with the HandleInternalAbandonAcdWithFullDigitsDialedAsAnswered option set to true (which is not default). Modified stats: ACD count decreased Affected reports: Queue (Group) Performance by Period : Some system routing events were causing errors in pegging calls during conference scenarios. Modified stats: Handled calls Affected reports: Agent (Group) Performance reports Queue (Group) Performance reports

8 Detailed Release Notes for MiContact Center Version : Calls transferred to a RAD will no longer be considered abandon calls. Modified stats: Abandon count may decrease Total time to abandon may decrease Total time to answer may increase Service count may decrease Calls offered may decrease Total calls may decrease Affected reports: Queue Performance reports Queue Abandon Spectrum Queue Abandon vs Answer comparison PRODUCT AREAS IMPROVED IN THIS RELEASE The following fixes were included in this release: CONTACT CENTER CLIENT The Interactive Visual Queue monitor was intermittently displaying abandoned calls from an IVR port with a 0 second duration When configuring alarms in the Interactive Visual Queue monitor, once a checkmark had been added for pop-up, sound, or options users could not remove the checkmark The Longest Waiting statistic in Queue Now was intermittently displaying incorrect values In a geo-dispersed environment, the PhoneSet Manager would sometimes display an incorrect time in current state due to time-zone calculations. 6

9 When selecting Agent Groups to display in the Agent State by Time real-time monitor, some agents were displaying as Logged In Not Present when they should have shown Idle Real-time states were not displaying accurately when agents using auto-answer feature issued a logout command while still on a phone call. CONTACT CENTER MANAGEMENT The ALM0135 was not providing sufficient information regarding what messages may be affected when triggering alarm After upgrading from MiContact Center Version 6.X to Version 7.1, in an environment using security roles to limit supervisor visibility to only certain agent groups, some groups allowed in their security role were still not available to be monitored in real-time In YourSite Explorer, when saving a change to a Queue Recorded Announcement Device (RAD) with a Start Delay of 00:00:00, an unknown error message is displayed The Contact Center Client was causing a large number of calls to the server for the GetReportsForDistribution process, even when not configured to print locally. INSTALLATION AND UPGRADES When upgrading to a Cumulative Patch release, and the existing server was not at the correct version for that package, the error returned indicated that the server was too new for the update, when it should indicate that the server version is too old.

10 Detailed Release Notes for MiContact Center Version IVR ROUTING In rare cases during a call routing failure, the IVR Routing would route the call down an incorrect path in the work flow When a call was transferred from one queue to another, the original ANI and DNIS values were not properly registered in the work flow. This was due to how the IVR was retrying the data based on raw call control events. MULTIMEDIA CONTACT CENTER When restoring a backup, or generating a report one site encountered a System.InvalidCastException error Chat transcripts were not being ed as configured Employees who were configured with a security role that limited access to some account code groups were unable to log in to Ignite Intermittently voice agents were not being correctly set to Overloaded state as configured in their workload When a user highlighted a block of text in an and then changed the font size or style, the change was not being applied to the last line The MaxSelectedQueues configuration option was not available in the GlobalApplicationsSettingsEditor tool When copying and pasting a signature containing 3 or more lines of text including at least one hyperlink, Ignite was automatically inserting line breaks after each line An agent using Internet Explorer 9 with Ignite was receiving a script error when trying to send an message The preview button in Ignite was not available in version

11 REPORTING Queue Performance by Period reports were sometimes double pegging ACD calls due to mishandling of internal abandon records generated by an IVR transfer ACD calls that include a conference action were double pegging in Agent Performance by Period reports, and not pegging at all in Agent Event by Period reports Calls which had been transferred to a RAD Hunt Group were incorrectly pegged as abandoned calls The Chat Queue Performance by Period report was miscalculating the Delivered to Queue and Handled values Reports run as part of a schedule were duplicating the device reporting number in the report name After upgrading to , some supervisors are unable to view their report inbox. WORKFORCE SCHEDULING Additional logging was added in order to capture information surrounding ValidateDatabaseAgainstTimeEventCollision warnings Users were unable to modify the weekly totals in forecasting When running a forecasting report some of the column headers in excel were mislabeled.

12 Detailed Release Notes for MiContact Center Version KNOWN ISSUES The following section describes known issues in Version CITRIX XENAPP When using XenApp, in order for a user to access the Data Inspectors, Forecasting tool, or to use Ignite for Chats, they must log onto the application server and be under that user s domain before their client instance will connect. YOURSITE EXPLORER Hunt group reports will show no data if the hunt group and the port are programmed on different PBXs. Workaround: Ensure ports are on the same PBX as the hunt group Customizable Business Objects were not translated into non-english languages as they can be edited by the user (example: Make Busy codes, business hours) The Sample reply templates shipped with the software are overwritten release over release, so any site that makes changes to the sample.txt or sample.msg files in the Chat or reply templates, will not have those changes after an upgrade. There is no plan to address this as these are strictly sample files All Record activities in the default management subroutine are missing the configuration under Save, Discard, and Review menu items that are present in the standard Record activity Sites migrating from Version 6.0.x to 7.x will lose their configured multimedia queue priority settings. 10

13 IVR ROUTING If you are upgrading from a version of software older than Version , and have a remote IVR node, the Updater Service on the remote node will not prompt you to install Microsoft.NET 4.5 but it is required and without it the remote node will not function The auto-response activities in Inbound workflows are not configured upon install, and will need to be manually configured if auto-response is desired. RING GROUPS When a new ring group is created in YourSite Explorer and written back to the PBX, all the ring group members correctly show their state as Present in the ring group on the PBX. However, when you open the Queue Now monitor and select this new ring group, all of the members appear as Absent (the presence star is grey for all the members). Workaround: As soon as the ring group receives a call, the presence stars correctly change to green (present). You can also set the Ring Group to Do Not Disturb and then remove Do Not Disturb to get an updated state for the Ring Group extensions Internal calls to ring groups that overflow, due to ring or queue timer, peg as abandon in real time when they should show as interflow The Average Time to Interflow and the Average Time to Answer statistics in real time and reports are inflated for external calls to Ring Groups that overflow. It is including the time the interflowed call spent ringing at the interflow point (i.e. it is including the interflow point's total time to answer). REPORTING Workflow reports do not report on subroutines if they are assigned to a workflow using a variable.

14 Detailed Release Notes for MiContact Center Version The Queue Group Unavailable Trace report should show information for abandoned calls and calls that reached unavailable queues. Currently, the report doesn t show calls that reached unavailable queues. When a Multimedia queue ( or chat) is no longer in use, if you want to be able to report historically upon that queue, you must not delete the entry for the queue. Instead, check the disable for real-time and reporting box to indicate that the queue is historical only. CONTACT CENTER CLIENT The Contact Center Client Port monitor does not display anything in the hunt group name or hunt group number if the port is on a different PBX than the hunt group. Workaround: Ensure ports are on the same PBX as the hunt group. WORKFORCE SCHEDULING Workforce Scheduling does not currently support mass updates or mass deletion of items when multiple users are making changes simultaneously. Ring Groups are not supported with Forecasting, either as queues or as a member of a reporting queue group. 12

15 WALLBOARDER Some variables will display simply as???? on spectrum wallboards. Resolution: This is pegged to be resolved in Version NET Microsoft has identified a bug within.net where WPF applications running in an App-V environment will lose mouse control. For more information please consult the Microsoft document here:

16 Detailed Release Notes for MiContact Center Version