Installation Procedures for QPPCN 979DR Customer Assist Care Center Software Update V6.0.4

Transcription

1 Installation Procedures for QPPCN 979DR Customer Assist Care Center Software Update V6.0.4 This document describes the Software Update V6.0.4 for Customer Assist Care Center. It explains defects discovered and the fixes that correct them. This update does not add or remove any features of Customer Assist Care Center. This update is considered mandatory. NOTE: This is a post installation update. Fixes are applied only to packages that have been installed on the voice system prior to installing Software Update V Overview This document describes the software for Customer Assist Care Center V It explains defects discovered and the fixes that correct them. June

2 Installation Procedures for QPPCN 979DR Customer Assist Care Center Software Update V6.0.4 General Availability Release Build Number The General Availability build number for Customer Assist Care Center Software V6.0.4 is 9. To check the build number on the voice system, type pkginfo -l cca03 at the UNIX command line and check the BUILD field. NOTE: All installed Customer Assist Care Center V6.0.2 packages are changed to V To check whether a package has been updated, type pkginfo -l pkg_name at the UNIX command line and check the VERSION field. (Example: type pkginfo -l cccpltfrm) Software Compatibility with Older Versions Customer Assist Care Center Software Update V6.0.4 is compatible only with Customer Assist Care Center V It is not compatible with the controlled introduction software (V6.0). The voice system must be upgraded to Customer Assist Care Center V6.0.2 prior to installing Software Update V Packages Modified by Software Update V6.0.4 The following packages are modified by Software Update V6.0.4 if found on the INTUITY CONVERSANT system: Platform Administration, (ED5P92160 G-1) Platform Language and Runtime Australian English, (J1P260TH1 L-106) Platform Language and Runtime Brazilian Portuguese, (J1P260TH1 L-105) Platform Language and Runtime Canadian French, (J1P260TH1 L-101) Platform Language and Runtime Colombian Spanish, (J1P260TH1 L-104) Platform Language and Runtime Dutch, (J1P260TH1 L-103) Platform Language and Runtime German, (J1P260TH1 L-102) Platform Language and Runtime Japanese, (J1P260TH1 L-107) Platform Language and Runtime Standard French, (J1P260TH1 L-100) Platform Language and Runtime Standard Spanish, (J1P260TH1 L-109) Platform Language and Runtime UK English, (J1P260TH1L-95) Platform Language and Runtime US English, (J1P260TH1 L-108) Administration, (ED5P92160 G-6) 2 June 1998

3 Modifications Made Language and Runtime Australian English, (J1P260TH1 L-118) Language and Runtime Brazilian Portuguese, (J1P260TH1 L-117) Language and Runtime Canadian French, (J1P260TH1 L-113) Language and Runtime Colombian Spanish, (J1P260TH1 L-116) Language and Runtime Dutch, (J1P260TH1 L-115) Language and Runtime German, (J1P260TH1 L-114) Language and Runtime Japanese, (J1P260TH1 L-119) Language and Runtime Standard French, (J1P260TH1 L-112) Language and Runtime Standard Spanish, (J1P260TH1 L-121) Language and Runtime UK English, (J1P260TH1 L-99) Language and Runtime US English, (J1P260TH1 L-120) Not every package in V6.0.2 requires maintenance. However to avoid confusion, the update changes the version numbers of the following packages to V6.0.4 if they are found on the voice system. Custom Call Routing Speech Recognition Dial Pulse Recognition Modifications Made The following table describes the changes made during the V6.0.4 update. Table 1. Platform Administration Package Modifications Vector Audit Report Non-existent vectors are being reported as orphans. Code modification to improve logic of reading vector database. June

4 Installation Procedures for QPPCN 979DR Customer Assist Care Center Software Update V6.0.4 Table 1. Platform Administration Package Modifications Continued Vector Audit Report Vector Usage Report (from menu) Vector Usage Report (from nightly job) Vector Administration Vector Administration Report Administration CVIS Menu DYNAMIC action causes infinite loop Vector numbers greater than the total number of vectors are being reported as missing. The count of how many times vectors 1 and 2 are executed is higher than it should be. Different counts reported in the Vector Usage Report when run from the menu vs. the nightly job. Output values for error conditions are being converted to CONT when they are left blank. Frame missing error when trying to administer the speech recognition (GET_SPCH) or the dial pulse recognition (GET_ DIALP) actions when those packages have not be installed The field for automatically printing reports always reads no on the administration screen regardless of the actual setting. Customer Assist Care Center missing from the Application Package Administration subpanel of the CVIS menu. (V6.0 Update 1 issue) If the value in the variable used to decide which application to execute does not have a match in the values column, the call will go into an infinite loop. problem. Code modification to read proper fields in data. Code modification to summarize data differently. Replaced with correct version of Vector Usage Report. Code modification so that the GOTO values for error conditions are converted to CONT when they are left blank. During update installation the actions for speech recognition (GET_SPCH) and dial pulse recognition (GET_DIALP) are removed from the action.list if the Speech Recognition or Dial Pulse Recognition packages are not loaded. Customer Assist Care Center will be added to the Application Package Administration subpanel of the CVIS menu during update installation. Code modification so that when no match is found, the call drops to the next step in the vector. 4 June 1998

5 Modifications Made Table 2. Platform Language and Runtime Package Modifications Platform Language Scripts Platform Language Scripts Speech Administration (Brazilian Portuguese, Colombian Spanish, Dutch, and German) In MENU action, the user enters invalid input, but doesn t get the correct action. Invalid inputs and time-outs were not going to the correct place. All invalids and time-outs were defaulting to the first case. In MENU action, # key not being recognized as input terminator. When the CONVERSANT speaks digits (for instance in the prompt Talkfile #### the script would speak the wrong number. Code modifications to pass arguments differently for the above languages. Table 3. Language and Runtime Package Modifications CONVERSANT errors reporting mailbox message not found. Some mailboxes periodically stop launching calls. Then start again later. This symptom would only happen in mailboxes with several hundreds of Ready messages. Message will be saved twice if caller hangs up during the mailbox s closing phrase. Falsely logged as MAJOR error. Messages actually currently being transcribed and therefore locked. Code modification to no longer logger Code modification. Set flag after saving. Added logic to only save message once. June

6 Installation Procedures for QPPCN 979DR Customer Assist Care Center Software Update V6.0.4 Table 3. Language and Runtime Package Modifications Transcription (all Transcription Transcription Transcription (all (all (all During call in message transcription some mailboxes report having less than zero ready messages. Logging an error message to CVIS error log if transcriber hangs up before the CONVERSANT plays the transcription closing phrase. Incorrect error codes were being sent to the CONVERSANT log when logging errors. Messages end up in a SAVED state even though they had not been transcribed yet. Messages can be delivered after being deleted and some messages are staying permanently locked. Also the message count spoken to call-in transcribers can be negative numbers. Not all recorded phrases were being removed when a message was deleted. Orphan phrases were being left in 6106 speech file. When message numbers wrap, a problem develops. If messages numbers exist on a box greater than 99,000. All message numbers between 2 and 1200 are used, then the message drop DIP will get into an infinite loop. The values for ready messages are stored in memory and were not being updated when mailboxes forward messages to other mailboxes. Set talkfile back to base language talkfile when agent hangs up. Script was removed. The message drop DIP was modified so that it will not update a deleted message to ready and so that it would not leave any messages permanently locked. The problem with speaking back negative number was corrected. Deleting of phrases was moved to the message drop DIP. Mailboxes with multiple phrases are now handled differently so the orphan phrase problem is not an issue. The message drop DIP was modified, eliminating this problem. 6 June 1998

7 Modifications Made Table 3. Language and Runtime Package Modifications Message delivery to Agents (all Messages with higher priority were not always being delivered before lower priority messages. The callback DIP was modified, so messages with a higher priority are attempted to be delivered first. Table 4. Dial Plan Package Modifications Dial Plan The initial default dial plan configuration is not for a US DEFINITY switch. You will be given the option of installing the correct one with this upgrade. Installing this will override the existing dial plan configuration. New configuration file. Dial Plan Dial Plan Message waiting lights will not work When making intelligent calls, the conference time-out was raised to 9999 seconds. Code modification. Code modification to extend length of override to 4 digits. June

8 Installation Procedures for QPPCN 979DR Customer Assist Care Center Software Update V6.0.4 Installation Procedure Use the procedure below to install the Customer Assist Care Center Software Update 6.0.4: 1. Insert the diskette into the floppy disk drive on the INTUITY CONVERSANT system. 2. Enter pkgadd -d diskette1 System response: Insert diskette into Floppy Drive 1. Type [go] when ready, or [q] to quit: (default: go) 3. Press ENTER. System response: Installation in progress. Do not remove the diskette. 4. When prompted to select the package to install, enter all System response: Installing... 8 June 1998