Clearspan Hosted Thin Call Center R Release Notes JANUARY 2019 RELEASE NOTES

Transcription

1 Clearspan Hosted Thin Call Center R Release Notes JANUARY 2019 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. TRADEMARKS The trademarks, service marks, logos and graphics (collectively "Trademarks") appearing on Mitel's Internet sites or in its publications are registered and unregistered trademarks of Mitel Networks Corporation (MNC) or its subsidiaries (collectively "Mitel") or others. Use of the Trademarks is prohibited without the express consent from Mitel. Please contact our legal department at legal@mitel.com for additional information. For a list of the worldwide Mitel Networks Corporation registered trademarks, please refer to the website: Clearspan Hosted-Thin Call Center Release Notes Release # January 2019, Trademark of Mitel Networks Corporation Copyright 2019 Mitel Networks Corporation All rights reserved

3 Table of Contents Overview... 3 Compatibility... 3 Content... 3 Resolved Issues... 3 User Interface Changes... 5 Minimum Client Platform Requirements... 5 Software Platform Requirements... 5 Required Web Browser Settings... 5 Firefox Settings Quick Link Navigation... 5 Internet Explorer Settings for Full screen Mode... 7 Certificate for Desktop Integration Features... 7 Add Certificate to Microsoft Windows Certificate Store... 8 Apple System Keychain... 9 Add Certificate to Firefox Certificate Store Known Issues and Limitations Reference Document(s)... 16

4 OVERVIEW This document describes new feature content for Clearspan Hosted-Thin Call Center release For information about installing this release, refer to Clearspan Hosted Thin Call Center R Upgrade Instructions. COMPATIBILITY Clearspan Hosted-Thin Call Center version is compatible with Clearspan XSP and AS version R22. CONTENT Content added between Call Center version and : Privacy Policy Link - Receptionist and Call Center Clients RESOLVED ISSUES ISSUE ID TIII TIII TIII TIII TIII TIII TIII TIII TIII TIII TIII TIII TIII TIII TIII TIII TIII DESCRIPTION Expand queue limit to allow users to monitor 8 Call Centers in the thin client. Active calls screen will show cryptic messages after name resolution on outgoing calls via user extension Drop Down issue in thin clients Thin Clients: Localization is not working properly Username/ Id is fetched on Non-PIV side of the Login Page during server error Outlook contact's Caller Id is not retrieved for contact with home number New deployment of system profile results in de-activation of plugins although "retain user settings" is set to "true" Thin client: All browsers: Incorrect display in the button to set the availability of members. Text not fully displayed. Thin client: scrolling is not useful in the "quick link queues". Privacy Policy Link - Receptionist and Call Center Clients Call Center SSO Support Change of Language from login page is not reflected Privacy Policy link is displayed in two lines in Login page Privacy Policy Statement opens only in one window even when its clicked multiple times Privacy policy page should not close on User sign out from application Password is visible in chrome while logout Thin Client sort agent names incorrectly 3 Mitel

5 TIII TIII TIII TIII TIII TIII TIII TIII TIII TIII TIII TIII TIII TIII TIII TIII TIII TIII TIII TIII TIII TIII TIII TIII TIII TIII Drop Down issue in Thin Clients Duplication of chat messages in group chat UI issues in Mozilla: PIV Customers unable to control calls in Thin Clients User is not getting logout when you do SSO sign in with invalid Hoteling Host Follow Up for TAC Need to investigate the non impacting Null Pointers - #2 Follow Up for TAC Need to investigate the non impacting Null Pointers - #4 User setting not retained for "Messaging Tab" when new profile deployed through DSI Password Label is not displayed in password textbox on expanding additional options User setting not retained for "Date Format" when new profile deployed through DSI Presence issue between UC-One Communicator and Thin Client IM&P: Chat messages are not fetched and loaded in Pop out Privacy Policy 'y' is cut in Mozilla Browser Threshold severity color not showing properly. Dashboard acting as static page Call Center: Not all agents are listed in dashboard when Show agents is checked for first time Enabling 'System Use Notification' yields a blank page after credentials submission IM&P: Incorrect presence state is shown on Thin Clients Firefox version 58 and newer compatibility with Call Center Alert UI errors for jnlp downloads UCC Security Finding 23 - User Restrictions can be bypassed java.lang.nullpointerexception " Exception thrown on closing Dashboard Language issue in IM&P subscription prompt SAML Login Fails since CLI Parameter Name for SAML authservice URL is Changed Language issue in IM&P subscription prompt Availability and Instant messaging is shown when integrated imp service is turned off Time/Date format changes should take effect on your next login or "Changes takes effect on your next login" message should not be shown

6 TIII TIII TIII TIII TIII TIII TIII TIII TIII TIII TIII Call Center dashboard translation not working Navigation is not reaching Privacy Policy link by pressing TAB key Call Center UI Issue in IE when External Authentication enabled User is now offline message is displayed in chat box during a call Translation inconsistency Call Center Thin and Communicator Thin Client screen auto pop-up not working Update Apache HttpClient to 4.2 or above due to a vulnerability in 4.1 and prior version Caching of HTTPS Response ClientAppMessages_es_ES.properties has some translations to Italian Login page error text getting over-written Unable to scroll down using Firefox version 63 browser USER INTERFACE CHANGES None. MINIMUM CLIENT PLATFORM REQUIREMENTS SOFTWARE PLATFORM REQUIREMENTS Windows or Mac OS X operating system Sun Microsystems Java Runtime Edition (JRE) version 1.6 or greater Outlook Required for the Outlook contact directory Excel (optional) Web browser, such as Edge, Internet Explorer, Firefox, Chrome, or Safari Note: The architecture of the Java browser plug-ins should match that of the installed JRE. When using a 32-bit browser, a 32-bit JRE should be used; when using a 64-bit browser, a 64- bit JRE should be used. If the user has both 32-bit and 64-bit browsers, they need to have 32-bit and 64-bit JREs. REQUIRED WEB BROWSER SETTINGS FIREFOX SETTINGS QUICK LINK NAVIGATION The following settings are required in Firefox for quick link navigation to work. If these settings are not configured, Call Center does not change focus from the Dashboard to the main application window when the user clicks on a quick link. 1. On the Firefox Menu bar, select the Tools menu, and then click Options. 5 Mitel

7 2. In the Options dialog box, click the Content tab. 3. Click the Advanced button, to the right of the to Enable JavaScript check box. Firefox Options Page Note: If the Enable JavaScript option is not available, SettingSanity needs to be installed and can be found at the following location: US/firefox/addon/settingsanity/. 4. In the Advanced JavaScript Settings dialog box, check the Raise or lower windows box. Firefox Advanced JavaScript Settings Dialog Box

8 INTERNET EXPLORER SETTINGS FOR FULL SCREEN MODE Internet Explorer must be configured as follows to enable the Full Screen link in Call Center. Otherwise, the link has no effect; Call Center is not displayed in full-screen mode when the Full Screen link is clicked and no error message is displayed to the user. 1. On the Internet Explorer Menu bar, select the Tools menu and then click Internet Options. 2. In the Internet Options dialog box, click the Security tab and then click the Custom level... button. 3. In the Security Settings Internet Zone dialog box, scroll down to Initialize and script ActiveX controls not marked as safe for scripting setting in the ActiveX controls and plugins section. 4. Select Enable or Prompt. 5. Restart Internet Explorer. CERTIFICATE FOR DESKTOP INTEGRATION FEATURES The desktop plug-in certificate must be added to the browser-specific certificate store location on each machine running the Call Center client in order to run Call Center desktop integration features; e.g. pop-up call notification, Outlook integration, and/or LDAP integration. The following table displays the list of browsers and their respective certificate trust store location. Browser Windows Mac OS Chrome Windows Certificate Store System Keychain Internet Explorer Windows Certificate Store Not Applicable Safari Not Applicable System Keychain Firefox Firefox Certificate Store Firefox Certificate Store 7 Mitel

9 Edge Windows Certificate Store Not Applicable The following subsections provide instructions for adding the certificate in the different environments. ADD CERTIFICATE TO MICROSOFT WINDOWS CERTIFICATE STORE If the certificate has not been imported to the certificate store, the following dialog box appears. Click Yes to install the certificate. If you are denied access to the certificate trust store, the following dialog box appears:

10 Click Yes to install the certificate. APPLE SYSTEM KEYCHAIN If the certificate is not previously imported to the Apple System Keychain, the certificate is automatically installed with the name Once the certificate is successfully added, accept the certificate as follows: 1. In the Dock, open Finder. 2. Select Applications and then Utilities. 9 Mitel

11 3. In the list of utilities, double-click Keychain Access. The Keychain Access window appears 4. In the Keychain Access window, double-click the certificate. The certificate window appears. 5. In the Trust section, select Always Trust for When using this certificate. ADD CERTIFICATE TO FIREFOX CERTIFICATE STORE Mozilla Firefox has its own certificate store. If the certificate is not yet imported to the Firefox certificate store and if the browser is open during the current session, the following dialog box appears.

12 Click OK to import the certificate to Firefox Note: Call Center only verifies the last profile to see if the desktop plug-in certificate already exists. If you have multiple profiles in Firefox and plug-ins do not work, create a new profile or delete the certificate from the latest profile by navigating to Tools Options Privacy & Security Certificates Authorities BroadSoft ( ). This will import the certificate to all the profiles present. KNOWN ISSUES AND LIMITATIONS This section lists restrictions and limitations of the Call Center client. The client application is dependent on the web browser, and some of these restrictions are due to the limitations of the web browser applications. JNLP Download: As the user signs in to Call Center, a Java Network Launch Protocol (JNLP) file is downloaded and the user is asked to run the program. Due to security restrictions, the application may not run. If this occurs, perform the steps below. o On MAC OS X, the JNLP may not execute when clicked. If so, perform the following steps: 1. Open System Preferences and select Security and Privacy. The Security & Privacy window appears displaying the General tab. 11 Mitel

13 2. Unlock the panel with the lock icon. 3. In the Allow applications downloaded from section, select Anywhere. o For Internet Explorer, you must perform the following steps to run the JNLP file: 1. From the Internet Explorer Menu bar, select Tools and then Internet Options. The Internet Options window appears.

14 2. Click the Security tab. 3. Click Trusted sites and then click Sites. The Trusted sites window appears. 13 Mitel

15 4. In the Add this website to the zone text box, enter the Call Center client URL and then click Add. The URL appears in the Websites box. 5. Click Close. 6. In the Internet Options window, click Custom level. The Security Settings Trusted Sites Zone window appears. 7. Scroll down to Miscellaneous settings section and select Enable for the Access data sources across domains 8. Click Yes in the Warning! window that appears. 9. Click OK and then click OK in the Internet Options window. For security and scalability reasons the desktop integration plug-in does not persist on the PC through reboot. Once the desktop integration plugin has been successfully downloaded and run, each time the PC is restarted, Java will attempt to download the desktop integration jnlp. The window running Call Center does not focus on incoming calls in Firefox. Call Center must be the only tab when running in Internet Explorer. Otherwise the focusing window on incoming calls and Call Notification pop-up toasts do not work.

16 The browser window running Call Center should be at least 1024 x 768 pixels in size. The changes to the Call Center profile (DSI) made using Deployment Studio may not take affect if the PC from which the new profile is uploaded has an earlier date and time than the Xtended Services Platform. To make sure that the new profile becomes operational, you must upload it later than the time of your last login to the Xtended Services Platform plus the time difference between the Xtended Services Platform and the DSI system (if the Xtended Services Platform s date and time is ahead of the DSI system s date and time). Due to technical limitations of Internet Explorer, workspace preferences work only in Firefox. The URL icon (favicon) may not work properly with Internet Explorer 8. When using the Firefox browser with plug-ins enabled, the following exception message may appear in the Java Console window if the application is reloaded (that is, the browser process terminates and is restarted). This does not cause any errors in the application and can be ignored: java.lang.classnotfoundexception: dummy at sun.plugin2.applet.applet2classloader.findclass(unknown Source) at sun.plugin2.applet.plugin2classloader.loadclass0(unknown Source) at sun.plugin2.applet.plugin2classloader.loadclass(unknown Source) at sun.plugin2.applet.plugin2classloader.loadclass(unknown Source) at java.lang.classloader.loadclass(unknown Source) at sun.plugin2.applet.plugin2classloader.loadcode(unknown Source) at sun.plugin2.applet.plugin2manager.createapplet(unknown Source) at sun.plugin2.applet.plugin2manager$appletexecutionrunnable.run(unknown Source) at java.lang.thread.run(unknown Source) The maximum number of calls that can be displayed for each queue in the Queued Calls pane with no performance impacts varies depending on the web browser. o o o In Internet Explorer 8, the maximum number is 50 calls. In Safari 5.0, Firefox (all supported versions), and Internet Explorer 9, the maximum number is 100 calls. If more calls are in a queue than the specified maximum, the client application performance is impacted, some calls may not be displayed, and/or some queue functionality may become inoperable. Call Center depends on the browser s capabilities for some of its functions. o o Full Screen In Chrome, both the main window and Dashboard can be launched in fullscreen mode at the same time. In Internet Explorer and Firefox, either the main window or the Dashboard can be displayed in full-screen mode, but not both. In Chrome and Firefox, exiting full-screen mode does not automatically adjust the page columns to the new window size. Clicking any of the tools icons columns. Quick Link Navigation will resize the 15 Mitel

17 In Chrome, it is not possible to navigate to the main interface from the Dashboard by clicking an agent or queue link. However, the main window performs the required actions in the Agents directory and the Queue panel for the agent quick link and the queue quick link respectively. In Internet Explorer 8, Internet Explorer 9, and Firefox 10 through 15, navigation to the main window from the Dashboard using quick links do not work if another tab is opened in the same browser window as the Call Center is in focus. REFERENCE DOCUMENT(S) Clearspan Hosted Thin Call Center Agent/Supervisor User Guide, Release R22