Clearspan Hosted Thin Call Center R Release Notes APRIL 2015 RELEASE NOTES

Transcription

1 Clearspan Hosted Thin Call Center R Release Notes APRIL 2015 RELEASE NOTES

2 Clearspan Hosted Thin Call Center R Release Notes The information conveyed in this document is confidential and proprietary to Mitel and is intended solely for Mitel employees and members of Mitel s reseller channel who specifically have a need to know this information. If you are not a Mitel employee or a Mitel authorized PARTNER, you are not the intended recipient of this information. Please delete or return any related material. Mitel will enforce its right to protect its confidential and proprietary information and failure to comply with the foregoing may result in legal action against you or your company.

3 Table of Contents Overview... 1 Audience... 1 Compatibility... 1 Software Requirements... 1 Software Platform Requirements... 1 Required Internet Explorer Settings... 2 New Features... 2 Resolved Issues... 3 Release Release Release Release Release User Interface Changes... 6 Known Issues... 6 Supporting Documents List... 7 Product Availability and Support Statement... 8

4 Clearspan Hosted Thin Call Center R Release Notes 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. AUDIENCE This document is intended for Mitel and Mitel customer's support personnel responsible for installation deployment and maintenance of Clearspan Hosted-Thin Call Center on the Clearspan enterprise VoIP platform. COMPATIBILITY Clearspan Hosted-Thin Call Center version is compatible with Clearspan XSP and AS version R20. SOFTWARE REQUIREMENTS SOFTWARE PLATFORM REQUIREMENTS Windows or Mac OS X operating system Sun Microsystems Java, Runtime edition Outlook Required for the Outlook contact directory Excel (optional) Web browser, such as Internet Explorer, Firefox, Chrome, or Safari To view reports, Javascript must be enabled for Internet Explorer: 1. Open Internet Explorer. 2. Click the Tools button. 3. From the drop-down list, select Internet Options. 4. Select the Security tab. 5. Select the Internet Zone. 6. Click the Custom level button. 7. In the Scripting category, select the Enable button for the Active Scripting sub-category. 8. In the Scripting category, click the Enable button for the Allow status bar updates via script sub-category. 1 Mitel

5 9. Click the Yes button when prompted with a message box asking, Are you sure you want to change the settings for this zone? 10. Click the OK button in the Internet Options. 11. Close and restart Internet Explorer. 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. 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. 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. REQUIRED INTERNET EXPLORER SETTINGS Internet Explorer must be configured as follows to enable the Full Screen link in Receptionist. Otherwise, the link has no effect; Receptionist 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. NEW FEATURES Content added between Call Center version and : A diagnostic tool is added to the client to help diagnose issues. The diagnostic tool must be enabled via Deployment Studio. A support address may also be configured. 2 Mitel

6 RESOLVED ISSUES RELEASE EV : LOCALIZATION ISSUE ON CONSOLE SPEED DIAL Mouse-over dialogue for incorrect values when adding/modifying Speed Dials is not translated for pre-compiled languages in the Hosted Thin clients. This fixed now. EV : CALL CENTER REPORT HTML CHARTS BROKEN User was not able to login when the Call Center has a department assigned. It is fixed and working as expected. EV : CONFIGURABLE THIN CLIENT LAUNCH PROFILE REDIRECT MESSAGE A new CLI parameter (Boolean) is added to Client which will indicate if any dialog is displayed while being redirected to another thin client version. Default will be current behaviour (default is false). When enabled no dialog will be presented while being redirected to the new context path. XSP_CLI/Applications/BWCallCenter_Varsion/General> set hideredirectiondialog? <hideredirectiondialog>, Choice = {false, true} EV : PERFORMANCE IMPROVEMENTS IN R20 Internal performance improvement done in Release 20. RELEASE EV : CALL CENTER THIN CLIENT REPORTING / DISPOSITION CODES Disposition codes are available when the user makes an outbound call from phone but it s not available when the user makes an outbound call from the client. This is now fixed. EV : THIN CLIENT CALL CENTER LOCALE CHANGE TO SUPPORT LANGUAGE ONLY OPTION The option to Synchronize language with the user profile has been altered to allow the language to be synchronized using only the first two characters of the locale code (the language part of the locale) ignoring the region of the locale. This feature is off by default and can be set only via Deployment Studio. The setting can be found on the Localization section of Deployment Studio below the Synchronize language with service profile setting and is titled Ignore region when synching language. EV : AGENT DIRECTORY PANEL CONTAINS EMPTY SPACES WHEN DRAGGED TO BOTTOM Agent directory in the call center application which shows lot of empty spaces when the user is having more than 200 agents and scroll down to the bottom of the same (Agent) directory. This is now fixed. 3 Mitel

7 EV : THIN CLIENT POUNDS XSP WHEN XSP SHUTS DOWN Thin Clients keep polling XSP regularly when multiple polling requests are failing. This happens when either XSP is shut down or there is connectivity issue between XSP and Client. This is now fixed. After the fix the client does not poll continuously when there are multiple serial failures. The Client will schedule the next polling based on the following algorithm: Next Polling Request Schedule = (Polling Delay Time x Polling Retry Count) EV : DEPLOYMENT STUDIO PROFILE DEPLOYMENT SCOPE TO INCLUDE PROVISIONING ADMINISTRATOR Currently, only System Admin, Enterprise Admin, and Group Admins can deploy a custom profile using Deployment Studio. After this fix the Provisioning Admin will be able to deploy a profile. A Provisioning Admin can deploy a profile at System, Enterprise, Group and User level. EV : THIN CLIENT CALLCENTER: SMALL WHITE BOX IS SHOWN WHEN CALLS ARE SWITCHED IN MULTIPLE CALL Issue with reflowing the controls. This is now fixed. EV : CONTINUOUS POP UP ALERT FOR THE SCRIPT <SCRIPT>ALERT(1)</SCRIPT> In thin client call center, if first name / last name of any contact is set to script <script>alert(1)</script>, on click of the contact it shows a pop-up alert, and the display name is empty. This is now fixed. It doesn t show the pop-up for scripts. Contact's first name and last name is shown. EV / / / Title: BWCallCenter Agent Console Showing Two Calls Connected. Title: BWCallCenter Shows Two Agents on Same Call Title: Call Stuck on BWCallCenter Console. Title: BWCallCenter Showing Agent on Joined Calls. Description: Call Center Agents/Supervisor monitoring Subscriptions are by default refreshed every 4 hours. Due to a defect, it was possible that the Subscriptions would get terminated by the Application Server triggering a new Subscription to be initiated by the Client. When this occurs, it is possible for the Client view of the monitored Agents as well as the Supervisors Call Center queue to get out of synch with the Application Server view of the status. This is now fixed. EV : SUPERVISOR NOT RECEIVING UPDATES ON AGENT CLIENT STATUS The Supervisor view in the Agent Contact panel of an agent that was on a call when a Subscription refresh occurs (by default every 4 hours), the agent status may go grey indicating the agent is no longer being monitored. This is now fixed. EV : THIN CC CLIENT: DISPLAYING HTML CONTENT IN CALL CENTER - CALL CONSOLE On making an ACD call in call center, html code "</br>" is displayed in Call console pane in between User's CLID and Call center CLID. This is now fixed. In place of "</br>", a new line is added. RELEASE EV : THIN CLIENT OUTGOING CALL AS CALL CENTER (SETTINGS AND CALL CONTROL) DNIS Name and Number are displayed instead of Number. This is now fixed. 4 Mitel

8 EV : WRAP-UP IS CONFIGURED, BUT IT DOESN T WORK WITHOUT RELOGIN Agent join status was not updated in the Server. This is now fixed. EV : DIFFERENT CALL HANDLING WHEN REJECTING PERSONAL CALL FROM APPLICATION OR DEVICE When a user presses END in the application on an incoming direct call, the call is not visible in the application any more but the caller still hears the phone ringing. This is now fixed. This will be configurable from CLI.A new parameter 'declinecallimmediately' is introduced in the CLI which will control this behavior. XSP_CLI/Applications/<Client Version> General: declinecallimmediately : {true or false} Default is False. 1. After the fix the default behavior will be the current behavior. When a call is decline from Terminator the call will not be immediately sent to Temporarily Unavailable processing. 2. When configured from CLI: value is set to True. When a Terminator will End a call from the Client Application, the Call will be immediately sent to Temporarily Unavailable processing. RELEASE EV : UNABLE TO ADD SPEED DIAL ENTRY WITHOUT DESCRIPTION Issue with Speed Dial 100 when it is added without description. It s fixed. EV : REOPEN REQUEST FOR TEST CALL CENTER CLIENT Issue with identifying the active desktop to create shortcut. It s fixed. EV : NUMBER NOT SHOWING COUNTRY CODE IN QUEUE Issue with queue displaying caller number without the country code. It s fixed. EV / : COMETCONNECTIONEXPIRYTHREAD WARNING LOGS / APACHE 502 The Exception can be seen in the logs while parsing response. This is fixed now. EV : EXTENDED CHARACTERS DISPLAYED AS? IN THIN CLIENTS The characters are not encoded properly in thin clients. This is fixed now. RELEASE EV : CUSTOMIZE LABEL THIN CALL CENTER CLIENT: ADDING COLUMNS REMOVED IN EV The Columns section was accidentally removed. It should not be removed as it is documented as a feature in User guide. After this fix, the Columns will be shown in the queue and agent grid in the dashboard window. EV : DATE SETTINGS NOT WORKING TIME DISPLAYS 24 HOUR MODE ONLY IN CALL HISTORY Date and time format change on Settings link (under General tab) has no effect on the Call History pages. It is resolved now. EV : SESSION TAB INACTIVE AFTER CHANNEL ID DELETION 5 Mitel

9 The session tab in the diagnostic tool is not refreshed with new channel Id after channel deletion and the tab no longer updates. EV : THIN CC: SUPERVISOR DASHBOARD AGENT NAME HEADING CONTAINS IRRELEVANT DIGIT Supervisor dashboard Agent name heading contains irrelevant digit. This is now fixed. USER INTERFACE CHANGES Refer to the user guide for detailed information on the diagnostic tool. KNOWN ISSUES 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. 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. 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) 6 Mitel

10 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 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 Firefox, Call Center exits from full-screen mode when it loses focus. o Quick Link Navigation 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. SUPPORTING DOCUMENTS LIST Broadworks Hosted Thin Client Call Center Agent/Supervisor Release Notes, Release , Document 1.0, Broadsoft, Inc., June 24, 2014 Broadworks Hosted Thin Client Call Center Agent/Supervisor Release Notes, Release , Document 1.0, Broadsoft, Inc., July 30, 2014 Broadworks Hosted Thin Client Call Center Agent/Supervisor Release Notes, Release , Document 1.0, Broadsoft, Inc., August 28, 2014 Broadworks Hosted Thin Client Call Center Agent/Supervisor Release Notes, Release , Document 1.0, Broadsoft, Inc., October 30, Mitel

11 Broadworks Hosted Thin Client Call Center Agent/Supervisor Release Notes, Release , Document 1.0, Broadsoft, Inc., January 28, 2015 (Update for EV on January 29, 2015) BroadWorks Hosted Thin Call Center Agent/Supervisor Configuration and Administration Guide, Release 20, version 4, Broadsoft, Inc., January 6, 2015 BroadWorks Deployment Studio User Guide, Release 20, version 1, Broadsoft, Inc., January 3, 2013 BroadWorks Call Center Usability Enhancements Feature Description, Release 20, Document Version 1.9, Broadsoft, Inc., November 1, 2013 BroadWorks Single Sign-On API for Use with Third-Party Web Portals Feature Description, Release 20, Document Version 1.4, Broadsoft, Inc., October 30, 2013 Clearspan R20 Call Center Thin Client Deployment, Document Version 1.01, Aastra USA, Inc., August 25, 2014 PRODUCT AVAILABILITY AND SUPPORT STATEMENT The Hosted Thin Call Center client version was generally released in April With the availability of this client release, all Clearspan releases prior to R19 will no longer be supported after 60 days of this General Availability notice being issued. With this statement, the following is to be understood: Earlier Clearspan releases will no longer be supported, which includes R14 and R17 and their associated service packs and patches. Customers experiencing issues and requesting support from Mitel Technical Support who are running a Clearspan release older than R19 will be asked to first upgrade to Clearspan R19 (at a minimum) prior to receiving additional technical support. It is the responsibility of the Customer Operations Manager and the customer, and in the best interest of all parties, to ensure that an actively supported Clearspan release is deployed in the customer environment. Please follow up with Mitel Clearspan support to schedule any required upgrades. To obtain additional information about Hosted Thin Call Center client version or other Clearspan-related products, or to receive any additional documentation, please contact your Mitel representative. 8 Mitel

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