Maintenance Release Notes Release Version: 9.5.5

Transcription

1 Maintenance Release Ntes Release Versin: Platfrm: 9.5 MR Cntents Updates Included in this Release... 1 Rules Cnsle:... 1 New Feature: Avaya Cumulative Metrics... 1 Technical Gd Health:... 3 New Feature: ACD Service, Rule Engine Service, and Filter Service Cache Mnitring... 3 Reprted Issues Addressed... 4 Functinality Retired in this Release... 4 Knwn Issues in this Release... 5 General Infrmatin abut this Release... 6 Applicatin Servers... 6 Database Server... 6 Client Machines... 6 RIS... 6

2 Maintenance Release Ntes Release Versin: Updates Included in this Release Rules Cnsle: New Feature: Avaya Cumulative Metrics As rganizatins make intraday adjustments within their cntact centers, it is imprtant nt nly t understand the real time value f specific ACD metrics, but it is als imprtant t cnsider the daily cumulative value f many f thse same ACD metrics. Fr example, rganizatins may want t cnsider taking certain intraday actins nt nly when the current state f the center is gd, but als when the cumulative average fr the day fr metrics like service level are meeting expectatins as well. With the Avaya Cumulative Metrics feature, rganizatins using Avaya ACDs can nw include bth real time and daily cumulative metrics in their Intradiem business rules as they evaluate when t take specific intraday actins. Five daily cumulative metrics are nw available fr use with the Avaya ACD. They include: Average Speed f Answer (secnds) Cumulative By Queue Average Talk Time (secnds) Cumulative By Queue Average Time t Abandn (secnds) Cumulative By Queue Expected Wait Time (secnds) Cumulative By Queue Service Level Percent Cumulative By Queue In rder t leverage any ne f these five new cumulative metrics, a file must be created in Avaya and shared with Intradiem n a regular frequency. Once this file is made available t Intradiem, the five cumulative metrics will be made available fr use when creating a new Intradiem rule that uses the Avaya prvider as a trigger in the rule. Each cumulative metric is calculated thrughut the day (24 hur perid) and can be evaluated fr ne r many queues and fr users based n the current user t queue assciatin that Intradiem maintains. The fllwing illustrates the specific cnfiguratin parameters required fr Intradiem t receive this file frm Avaya n a regular interval. Cnfigure the cumulative metrics fr the Avaya ACD prvider within the prvider instance Maintenance Release

3 Maintenance Release Ntes When the ACD prvider instance is cnfigured fr cumulative metrics, the selected triggers becme available t use in cnditins when creating Intradiem rules. Fr mre detail, see WebHelp tpics: Creating Rules with Avaya Cumulative Metrics Cnfiguring Avaya Cumulative Metrics Internal Reference #: INB Release ( Maintenance Release) 2

4 Maintenance Release Ntes Technical Gd Health: New Feature: ACD Service, Rule Engine Service, and Filter Service Cache Mnitring Several f the key Intradiem services maintain a cache in memry f key infrmatin. With this infrmatin stred in cache, it cannt be seen r evaluated when trubleshting issues with users. Therefre, the infrmatin frm these services that had been nly in cache can nw be written ut int a database table t allw fr visibility and querying during the trubleshting prcess. The specific areas addressed include the: Hsted ACD Service cache that maintains queue statistics and user t queue assciatin Rules Engine Service cache where queue statistics and user t queue assciatins are persisted Filter Service cache that maintains the users assciated with rules, as well as, the tasks and task bundles assciated with rules. Within the cnfiguratin file fr each f these services a flag is either set t true r false. True indicates the infrmatin in cache shuld be written ut t the database. False indicates that the infrmatin will remain in cache nly and will nt be written t the database. This allws the supprt rganizatin t turn the lgging t the database n and ff based n when and if an issue needs investigatin. The lgging t the database can cntinue indefinitely, hwever, due t the disk space required t supprt this, it is nly recmmended that the lgging remain n as lng as any issue needs investigatin. The flag t lg the infrmatin t the database can be changed in each cnfiguratin file withut requiring any f the impacted services t be restarted. Internal Reference #: INB Release ( Maintenance Release) 3

5 Maintenance Release Ntes Reprted Issues Addressed Case / Idea # JIRA CR # Mdule / Prduct Area Descriptin N/A CR-3469 Scheduler Service Intradiem Scheduler Service takes t lng t restart when the assciated Prvider cnfiguratin files lack valid alias entries. Issue was addressed by adding a check t each Prvider cnfiguratin file fr valid alias entries. If the alias entry is invalid, that specific prvider instance is skipped and the Scheduler Service cntinues the restart CR-3440 Rules Engine Service CR-3516 Permissin Prfiles Rules engine service experiencing memry recycling issue. Issue was addressed by adding references t the crrect memry areas. Reassign and clear bkmark actins n the assignment grid are nt crrectly permissined based n Permissin Prfile settings. Issue was addressed by nly allwing a user t reassign and clear bkmarks if he/she is assigned a permissin prfile that has edit privileges fr Assignments CR-2867 Rules Advanced Cnditin Name Updates. scheduled_calls_backs changed t scheduled_call_backs agents_avail in the advanced cnditin was remved. agents_avail changed t agents_idle Functinality Retired in this Release Nne Release ( Maintenance Release) 4

6 Maintenance Release Ntes Knwn Issues in this Release This list includes issues discvered while testing this 9.5 Maintenance Release. These issues are new t this release and d nt accunt fr all knwn issues in previus versins f the prduct. Internal Reference # CR-3486 CR-3168 CR-3560 CR-3558 CR-3559 Descriptin Intradiem Avaya CMS Rexec Service keeps previusly imprted Avaya cumulative file alng with newly imprted files inside Imprted Files flder n RIS. Avaya Cumulative Rule with By Users and All f each user's queue ptin is nt firing an actin even thugh cnditin is true and all queues are satisfying the cnditin. Avaya cumulative metrics flat file recrds were nt inserted int database past midnight UTC. It stpped imprting it right after midnight even thugh prvider had EST time zne. Nt able t read user t queue and statistics cache data flat files f Avaya ACD n the RIS server. Unknwn clumn '' in 'field list' Event Viewer Errr Fr Analysis DAS Service Release ( Maintenance Release) 5

7 Maintenance Release Ntes General Infrmatin abut this Release This sectin cntains general infrmatin abut the release including what was tested, what wasn t tested, and things abut the prduct that shuld be pinted ut. All new features and issues mentined in the release ntes were tested n build 538. QA tested in the fllwing envirnment. Applicatin Servers Windws 2008 r2 (x64) / SQL 2008 r2 (x64) IIS 7.5 ( With IIS 6 Cmpatibility ) 4 GB RAM 1 Dual Cre Prcessr Database Server Windws 2008 r2 ( x64 ) / SQL 2008 r2 ( x64 ) 2 Hex Cres With Hyper-Threading 64 GB RAM Client Machines Windws 7 IE8, IE9, IE10 and IE11 RIS Windws 2008 r2 (x64) server Windws Release ( Maintenance Release) 6