The TeleVantage Update is cumulative and contains every fix or enhancement made since TeleVantage

Transcription

1 TeleVantage Update Release Notes Copyright 2006, Vertical Communications, Inc. 4/28/2006 The TeleVantage Update is cumulative and contains every fix or enhancement made since TeleVantage Contents I. Installation Instructions II. Issues fixed in TeleVantage III. Issues fixed in TeleVantage IV. Previous enhancements in TeleVantage V. Previous issues fixed in TeleVantage VI. Previous issues fixed in TeleVantage VII. Installation and Setup Troubleshooting I. Installation Instructions Requirements for TeleVantage TeleVantage is cumulative and contains every fix or enhancement made since TeleVantage The requirements are the same as listed in the Installing TeleVantage manual. This update can be used to upgrade from previous versions of TeleVantage 7 or for new installs of TeleVantage 7 and to upgrade from TeleVantage 4,5 or 6 by either a) following the instructions in Installing TeleVantage and substituting the files included in this update as needed (e.g. running the Server installer from this update instead of the Server installer from the TeleVantage 7 CD), or b) by installing from the TeleVantage 7 CDs and then following the instructions below. The logged-in user must have Windows administrative privileges. If using Enterprise Manager, all connected Servers (e.g. Servers in the TeleVantage Domain) should be eventually be upgraded to Enterprise Manager for best operation, but it is possible to run Servers with Servers running versions , or higher. Installing TeleVantage If you encounter problems, please read the installation troubleshooting section below. 1. Extract the contents of the zip file to your TeleVantage 7.x Server's hard drive. Do not run any of the extracted files yet. 2. Pick a time when you can shut your phone system down, and recover if needed (for example, after hours or on a weekend.) 3. From the TeleVantage Administrator, select Tools > Shutdown Server and select Stop TeleVantage Server and Intel Dialogic Drivers. 4. Back up your complete TeleVantage 7.x system, including your database and voice files. The upgrade is one way, and can not be uninstalled, so to recover to 7.x you will need to restore the entire PC image to the same TeleVantage build you were running previously. For instructions on backing up your database and voice files, see Administering TeleVantage, Chapter Exit or stop all TeleVantage applications running on the Server PC including the TeleVantage Station Message Detail Recording (SMDR) Service, TeleVantage Conference Manager service and Enterprise Manager. You do not need to stop SQL services. 6. If you will be installing TeleVantage on a Windows 2003 Server from a remote location, for example using Remote Desktop, you must first perform the following steps on the Windows 2003 Server, otherwise skip to step 7. Choose Start > Administrative Tools > Terminal Services Configuration > Server Settings, and set Delete temporary folders on exit to "No." After TeleVantage installs successfully (e.g. you complete step 7), you should restore this setting to its original value.

2 7. Run the file autorun.exe from the zip file you extracted in step 1. Select TeleVantage Server from the autorun menu, and follow the on-screen instructions. 8. Restart the TeleVantage Server computer even if you are not prompted to do so. 9. Update your TeleVantage Server's workstation applications by choosing Programs > Vertical TeleVantage> TeleVantage Workstation Setup. Without this step, add-on applications such as the Conference Manager may fail to work after the upgrade. All TeleVantage workstation applications on your network will automatically upgrade the next time the TeleVantage Client or Administrator is started. 10. If you are using TeleVantage Station Message Detail Recording (SMDR) Service, run SMDRsetup.exe, from the files you extracted in step If you have TeleVantage Web Services installed on the TeleVantage Server, run autorun.exe again on the Server to update TeleVantage Web Services. To do so, select TeleVantage Services from the autorun menu, and follow the on-screen instructions. 12. From the Start menu, choose Settings > Control Panel > Services, and then start the TeleVantage Server. 13. If you have TeleVantage Web Services installed on a PC other than the TeleVantage Server, run autorun.exe on that PC to update TeleVantage Web Services. To do so, select TeleVantage Services from the autorun menu, and follow the on-screen instructions. 14. If you are running TeleVantage Enterprise Manager, run the file autorun.exe from the zip file you extracted in step 1. Select TeleVantage Enterprise Manager from the autorun menu, and follow the on-screen instructions. For more information, see the TeleVantage Enterprise Manager Installation and Administrator s Guide. II. Issues fixed in TeleVantage If the Long Distance prefix of an ISDN dialing service was set to 0 and if Caller ID for an incoming call was unknown, Caller ID was incorrectly displayed as 0 (instead of N/A.) If running or higher and the passwords on SIP external stations or SIP servers were changed, outbound SIP calls failed when a SIP station or SIP server used station credentials for authentication. On a system configured with an Intel Dialogic DM3 telephony board, when using the Send digits to station option, sometimes not all DID digits were sent to a connected fax server. An Intel Dialogic driver timing problem occasionally caused IP ports on DM/IPx telephony boards to stop responding. On a system configured with an Intel Dialogic DI0408LSAR2 board, returning calls that contained a 7-digit caller ID number were misdialed because a 1 was added to the beginning of the number. After installing TeleVantage Build or on a Windows 98 PC, ViewPoint could not be launched. After upgrading from TeleVantage 6 to TeleVantage 7, when paging a Toshiba phone, the user heard a short external ring when the phone went offhook, instead of the expected beep. The expected behavior has now been restored. In a workgroup configured for simultaneous ring whose members included one or more SIP phone users, an incoming call kept ringing all phones even though the caller had hung up. In the Call Monitor, when an incoming queue call was transferred to another queue, sometimes the Wait Time for the call showed the length of time that the call waited in the first queue. Wait Time now resets correctly to track the waiting time in the new queue. 6NUKPQ 6NJT57 6NLNHG 6NLNY2 6MWVPE 6NL3KZ 6ND53U 6P9MVN 6NXLX3

3 In a Call Center configured with many hundreds of queues and agents, Queue Monitor performance degraded after upgrading from TeleVantage 6 to TeleVantage 7. Only if you experience this problem, change the following new TeleVantage Advanced Setting to 1: 6NYNB7 \Artisoft\Client\ServerEventBehavior The possible values are: 0 = Events are queued client-side (default TeleVantage 7 behavior) 1 = Events are queued server-side (TeleVantage 6 behavior) TeleVantage SDK A TeleVantage exception sometimes occurred when an IVR Plug-in application attempted to transfer a call performing call progress to another IVR Plug-in. Replication of some users could fail due to a SQL Server error condition. 6NKRGD 6P7R5S III. Previous issues fixed in TeleVantage An attempt to edit a workgroup that contained a large number of contacts could fail 6MHT8F with Error 424. On a system configured with an Intel Dialogic DI0408LSAR2 board, returning calls with a 7-digit caller ID were misdialed with a 1 added to the beginning of the number. On a system configured with an Intel Dialogic DM3 ISDN board, a glare condition occasionally caused an ISDN Two B-Channel Transfer operation to fail. Toshiba Strata DKT-series digital phones: A timing problem sometimes caused the TeleVantage Server to not respond to transfer, park, and hold soft buttons. Calls were offered to agents in the Overflow queue before the overflow timeout option had elapsed. In an Enterprise Manager network, if a user s forwarding settings were saved by two applications at exactly the same time, the settings could become corrupted, causing calls to those users to be sent directly to voice mail. 6MWVPE 6N5MTU 6MGKXM 6MMLTX 6N5T9W IV. Previous enhancements in TeleVantage The length of time that a user account is locked out after a failed logon attempt is now configurable in the TeleVantage Administrator. To configure this setting, do the following: 1. In the TeleVantage Administrator, select Tools > System Settings > Security. 2. Enable the Automatically clear lockout after... minutes checkbox, and then enter the length of time to wait. 3. Click OK. 6JUTBH V. Previous issues fixed in TeleVantage

4 User passwords were not secured properly on the Server and Workstation PCs. User passwords are now encrypted and more secure. After installing TeleVantage 7.0 on a system running MSDE 2000 SP3a, the SQL Server Agent might not start, so Call Log archiving and database maintenance did not occur. Changing SIP carrier configuration settings could sometimes result in a TeleVantage Server exception. Analog trunks on Springware (non-dm3) Intel telephony boards may occasionally hang if "Retrieve DID digits from this analog line" is enabled. The problem occurs when an inbound caller disconnects before the call is answered. On a TeleVantage Server with ISDN trunk(s) configured for Two B-Channel Transfer as well as H.323 trunk(s), a Server exception sometimes occurred. On a TeleVantage Server with an Intel digital station interface (DSIx) telephony board installed, a Server exception sometimes occurred. On a TeleVantage Server with a Robbed Bit T1 trunk, a rare timing problem occasionally caused a Server exception. The TeleVantage Server did not detect trunks configured on D/160SC-LS or D/41EPCI telephony boards. When a call which included account code information was transferred or parked, the account code information was not displayed in the Call Monitor of the user who accepted the transfer or unparked the call. Workstation applications After upgrading a system running a German version of Windows from TeleVantage 6.x to TeleVantage 7.0, the Contact Manager Assistant workstation application did not work. A new TeleVantage Advanced setting has been added that lets you configure the zip tone played to users in hand-free mode when an incoming call arrives. The Advanced Settings is: \Artisoft\Server\OffHookZipTone\ The possible settings are: 0 - Zip tone is played and heard by the user and caller (current behavior) 1 - Zip tone is played and heard by the user only 2 - Zip tone is not played When a digital phone user pressed the Rls (release) key to disconnect a call, and then answered a subsequent call by pressing one of the line keys, the audio for the new call was routed to the speakerphone instead of the handset. Toshiba Strata DKT-series digital phones: The following issues with Secondary Directory Number (SDN) buttons occurred: After answering an incoming call on another phone using an SDN button, the user could not hear the caller. When a user put a call on hold, other users with SDN(s) mapped to that user s phone saw the call on hold (on their phones, the SDN button for that phone blinked), but they could not connect to the call by pressing the SDN button. In a Call Center queue configured for simultaneous ring, on SIP phones the Caller ID from the previous call was displayed when a new call was offered. Available agents phones did not ring when an incoming call was sent to an ACD Workgroup that was configured for simultaneous ring. Running the Activity History by Queue Report could cause a database connection error. 6JUSYV, 6JUT75, 6JUU4X 6KBKDE 6M2RXW 6L6QGC 6K8P3Z 6JZN46, 6L6N8R 6K8MMK 6KVUE3, 6KCL5P 6L8JH9 6LTSVY 6JZSLX 6LJQEF 6LSKMM, 6JUNXP 6M8JHX 6LYLX3 6M2P8M

5 VI. Previous issues fixed in TeleVantage Upgrading from TeleVantage 6.x to TeleVantage 7.0 could fail if the TeleVantage database was manually modified to enable the SQL implicit transactions setting. Call recordings for calls that lasted more than one hour were truncated to an hour. In rare circumstances, TeleVantage logging stopped unexpectedly. On European systems, calls on analog trunks sometimes would not disconnect properly. When using the Intel Dialogic DI0408LSAR2-EU board, the call was disconnected if the user attempted a Centrex transfer using the telephone command Flash 8. When an Intel Dialogic DI0408LSAR2 board was configured to use the ML3 medial load, call recordings occasionally failed because voice resources were not available. Non-unique Intel Dialogic board IDs sometimes caused an Access Violation exception. When using ViewPoint Web Access, a user who had not been assigned to a station could not save changes to the options page. When importing a new license, Enterprise Manager incorrectly displayed a message that the 60-day grace period had expired. Using Workgroups as Enterprise Manager replication criteria would result in a slow handle leak, eventually impacting TeleVantage Server performance. 6GGMFB, 6J22SW 6J5NE6 6JDRMU 6HGQZT 6HYUFC 6HZTZL 6JESSW 6HCU2W 6HJHPG 6HRHBA VII. Installation and Setup Troubleshooting If the TeleVantage Server does not appear in the Services list, open a command n/a prompt on the TeleVantage Server, enter the following commands and then repeat step 10 of the installation instructions. CD \Program Files\TeleVantage Server tvserver.exe /service The Autorun menu included with this version does not have working links for View Readme and the Microsoft Data Engine since the update release does not include those components from the CD. If you need to use these components, refer to your TeleVantage 7 Master CD.