Startel CMC 12.1 Release Notes

Transcription

1 Startel CMC 12.1 Release Notes T his document describes New Features & Program Enhancements associated with Startel CMC Release Sections include: Table of Contents CMC 12.1 System Requirements Preparation & Installation Instructions for Upgrading Agent Workstations CMC 12.1 New Features & Enhancements Fulfilled Wish List Items Additional Program Changes ADDENDUM Copyright Notice Copyright 2014 Startel Corporation. All Rights Reserved. 1

2 Table of Contents CMC 12.1 SYSTEM REQUIREMENTS... 3 SOFTWARE REQUIREMENTS FOR SERVER RUNNING CMC 12.1:... 3 AGENT WORKSTATION REQUIREMENTS:... 3 HARDWARE REQUIREMENTS FOR PC RUNNING SAI AND/OR SAC 12.1:... 3 STARTEL INTELLISITE REQUIREMENTS:... 3 PREPARATION & INSTALLATION INSTRUCTIONS FOR UPGRADING AGENT WORKSTATIONS... 4 PROCEDURE FOR UPGRADING AN AGENT WORKSTATION TO CMC 12.1:... 4 CMC 12.1 NEW FEATURES & ENHANCEMENTS... 6 SECURITY ENHANCEMENTS... 6 TIGERTEXT INTEGRATION... 7 CHANGES TO THE STARTEL SOFT SWITCH DASHBOARD... 7 CHANGES TO THE STARTEL INTELLISITE... 7 CHANGES TO STARTEL INSTANT MESSAGING... 8 SECURE MESSAGING ENHANCEMENTS... 8 CHANGES ASSOCIATED WITH THE STARTEL VOICE LOGGER... 9 NEW STARTEL EXTERNAL SOFTPHONE... 9 NEW FEATURES & ENHANCEMENTS TO ADMIN CONTROLS New Features in the 12.1 Agent Maintenance Plug-in... 9 New Features in the 12.1 Client Maintenance Plug-in New Features in the 12.1 IntelliSite Access Control Plug-in New Features in the 12.1 Event Log Plug-in New Features in the 12.1 Member Maintenance Plug-in New Features in the 12.1 Reports Plug-in New Features in the 12.1 SMS Center Plug-in New Features in the 12.1 Alarm Manager Plug-in New Features in the 12.1 Manual Archive Plug-in NEW FEATURES & ENHANCEMENTS TO AGENT INTERFACE Enhanced Password Security AI Changes Associated with Agent Maintenance Form Value Enhanced Look and Feel Option Changes to AI Wrap Time Enhanced Client Access & Action Retrieval AUTOLOGOFF Feature Added to SAI.INI File FULFILLED WISH LIST ITEMS Access to Voice Logger Clips via the Startel IntelliSite Ability to Add and Delete Members and Member Transports via the IntelliSite ADDITIONAL PROGRAM CHANGES ADDENDUM ADJUSTING INTERNET EXPLORER REGISTRY SETTINGS FOR AGENT WORKSTATIONS TIGERTEXT SET UP ONE WAY COMMUNICATION COPYRIGHT NOTICE Copyright 2014 Startel Corporation. All Rights Reserved. 2

3 CMC 12.1 System Requirements Software Requirements for Server Running CMC 12.1: Operating System: Minimum Windows Server 2003 Database: Minimum MSSQL 2005 Microsoft Redistributable 2012 (may affect Mastercard fonts) NOTE: The next major Release of CMC (CMC 13.0) will NOT run on Windows Server Agent Workstation Requirements: Operating System: Minimum Windows 7 Web Browser: For optimal use of the Startel web browser in Agent Interface (Internet Explorer), you will need to set the registry for the version of Internet Explorer installed on the workstation. See the ADDENDUM at the end of this document for instructions on how to safely change the registry. Microsoft Redistributable 2012 (may affect Mastercard fonts) Hardware Requirements for PC Running SAI and/or SAC 12.1: 1 gigahertz (GHz) or faster processor Minimum 2 GB RAM Minimum 40 GB available hard disk space DirectX 10 or higher compatible graphics device Internet access (if system will utilize optional features requiring connection to the Internet) Startel IntelliSite Requirements: Windows Server 2008 or later IIS 7.0.NET Framework 4.0 Microsoft Redistributable 2012 Copyright 2014 Startel Corporation. All Rights Reserved. 3

4 Preparation & Installation Instructions for Upgrading Agent Workstations To prepare for the CMC 12.1 upgrade, some (but not all) Agent workstations should be upgraded in advance to be immediately available for use after the upgrade. After the CMC 12.1 upgrade has been performed, the remaining Agent workstations can be upgraded. Important: Agent workstations running an Agent Interface or Admin Controls version prior to 12.1 should NOT access Agent Interface or Admin Controls after the CMC 12.1 upgrade has been performed. Agent workstations should be running the Windows 7 or Windows 8 operating system. Procedure for upgrading an Agent Workstation to CMC 12.1: STEP 1 1) Confirm that the Agent Workstation is running a supported Windows Operating System: Windows 7 or 8. If necessary, log in to the Agent PC with Administrative privileges. 2) Copy the Microsoft 2012 Redistributable from the \\CMC- A\CMC_SHARE\STLCommon (or similarly named) folder. The executable name is vcredist_x86_2012.exe. 3) Paste the executable to the Agent Workstation, in the C:\Common folder. 4) Run the executable. 5) Close any active Startel Agent Interface or Administrative Controls sessions. STEP 2 6) Rename the existing C:\Startel Agent Interface folder to C:\Startel Agent Interface_xx.x.bku (where xx.x is the current version number). Copyright 2014 Startel Corporation. All Rights Reserved. 4

5 7) Rename the existing C:\Startel Administrative Controls folder to C:\Startel Administrative Controls_xx.x.bku (where xx.x is the current version number). STEP 3 8) Copy the new CMC 12.1 SAI and SAC folders from the \\CMC- A\CMC_SHARE\CMC_12.1\ (or similarly named) folder. 9) Paste the copied folders to the Agent Workstation, creating a new C:\Startel Agent Interface folder, and a new C:\Startel Administrative Controls folder. STEP 4 10) Copy the existing C:\Startel Agent Interface_xx.x.bku\sai.ini file and C:\ Startel Agent Interface _xx.x.bku\dict directory and paste these files into the new C:\Startel Agent Interface folder. 11) Copy the existing C:\Startel Administrative Controls_xx.x.bku\sac.ini file, C:\Startel Administrative Controls_xx.x.bku\StlSAM.ini file (if existing), and C:\Startel Administrative Controls_xx.x.bku\Dict directory, and paste these into the new C:\Startel Administrative Controls folder. STEP 5 12) If necessary, re-label existing SAI/SAC desktop icons, removing any references to version number and build number. 13) Ensure that SAI/SAC desktop icons launch version 12.1 of SAI/SAC. Do not use this version until the CMC upgrade is complete. Copyright 2014 Startel Corporation. All Rights Reserved. 5

6 CMC 12.1 New Features & Enhancements Refer to the following topics for details on the most significant new features and program enhancements available in CMC Security Enhancements TigerText Integration Changes to the Startel Soft Switch Dashboard Changes to the Startel IntelliSite Changes to Startel Instant Messaging Secure Messaging Enhancements Changes Associated with the Startel Voice Logger New Startel External SoftPhone New Features & Enhancements to Admin Controls 12.1 New Features & Enhancements to Agent Interface 12.1 Security Enhancements In CMC 12.1, Agent and IntelliSite User passwords are now encrypted in the CMC database. These passwords affect logins for: Startel Agent Interface Startel Administrative Controls Startel Instant Messaging Startel Soft Switch Dashboard Startel IntelliSite In addition, encryption methods enhanced in CMC 12.1 increase the security of Message Forms and IntelliForms stored in the CMC database and archive files. Copyright 2014 Startel Corporation. All Rights Reserved. 6

7 TigerText Integration CMC 12.1 adds support for secure one-way text messaging to the TigerText application. The communication is sent via WCTP protocol similar to an alpha page. To configure TigerText messaging in your CMC 12.1 system: Your TAS/Call center will need to initiate an account with TigerText. TigerText will provide you with a TigerText Key and Secret. A new Alpha Paging Terminal for TigerText will need to be added to the Paging Service Plug-in. You will need to configure Alpha Page transports (selecting the TigerText Alpha Terminal) for clients for whom you want to use the feature. When the TigerText application is correctly integrated into your CMC 12.1 system, agents will be able to send TigerText messages to qualified clients using CTRL- A. See the second ADDENDUM topic at the end of this document for more on TigerText support. Changes to the Startel Soft Switch Dashboard In the Startel Dashboard web service associated with CMC 12.1, Startel has added: Improved background functionality. Enhanced Dashboard Password security. A capability for hiding specific agents from the Dashboard. (See first new feature described for the Agent Maintenance plug-in.) The ability to save Dashboard filters to the profiles. Changes to the Startel IntelliSite To enhance the Startel 12.1 IntelliSite, Startel has added: Support for SSL/TLS . New features for adding and deleting Members and Member transports. Copyright 2014 Startel Corporation. All Rights Reserved. 7

8 A new Private Transports feature, which allows you to hide some transports on the IntelliSite from IntelliSite Users who are not authorized (by a new IntelliSite Access Control option) to view transports designated (in Client or Member Maintenance) as Private for IntelliSite. IntelliSite access to Voice Logger clips (Soft Switch only). User access to Voice Logger clips is controlled by Voice Logger parameters in the IntelliSite Access Control plug-in (Client Access screen). A Member Query on the IntelliSite OnCall tab, which lets you filter the OnCall schedule to display members with specific information in their OnCall Info. Member OnCall Info in hover text for CMC OnCall assignments. New reports: In Call Summary; Client Settings; and Call Detail. Enhanced IntelliSite Password security (increasing protection of ephi). Changes to Startel Instant Messaging For Startel Instant Messaging associated with CMC 12.1, Startel has enhanced password encryption. Notes: This feature requires Startel XMPP Server version (The client does not need to be updated.) Startel suggests that Avatar photos be 100x100 pixels or less for best results Secure Messaging Enhancements In CMC 12.1, you will find these new features associated with Secure Messaging: A Secure Devices report in the Reports plug-in (under System Reports). A function (icon above Elements pane) for deleting all unregistered devices from the system/database. The function is located in the Secure Messaging element of the SMS Center plug-in. In addition, Startel will no longer use the Startel License, at the site level, to restrict the addition of Secure Messaging transports. Copyright 2014 Startel Corporation. All Rights Reserved. 8

9 Changes Associated with the Startel Voice Logger A new standalone Voice Logger Service application is being offered to Startel CMC 12.1 users. This service is required to take advantage of the new 12.1 feature that makes Voice Logger clips available on the Startel IntelliSite to qualified IntelliSite Users. New Startel External SoftPhone Startel is now offering a new SoftPhone that is external to Startel Agent Interface, and can be used as a standalone phone that emulates a Polycom phone. The phone connects to the Startel Soft Switch, and is integrated with, and can be controlled by, the Telephony Keys in Agent Interface. It can be used locally or remotely. (For remote users: The softphone is not designed to be run on the Terminal Server, but at remote workstations that are connected to a VPN.) SoftPhone Requirements:.NET Framework 4.5 Full-duplex 16-bit Soundcard Reliable high-speed Internet and Network connectivity Microsoft Redistributable 2012 New Features & Enhancements to Admin Controls 12.1 Refer to the topics that follow for details on new features that have been added to CMC Administrative Controls 12.1 plug-ins: New Features in the 12.1 Agent Maintenance Plug-in New Hide From Soft Switch Dashboard Option Agent Maintenance 12.1 has a new option that allows you to exempt selected agents from being displayed in the Soft Switch Dashboard. If you are using the Startel Soft Switch Dashboard for your system, and you want to hide an agent from the Dashboard, simply select Hide From Soft Switch Dashboard for the agent in the Agent Maintenance Options element. Note: The Startel Soft Switch Dashboard is a web-based application that allows you to view and assess Startel Soft Switch activity and agent call/workstation activity in real time. For more information on the Dashboard, see the Startel Soft Switch Dashboard User s Guide. Copyright 2014 Startel Corporation. All Rights Reserved. 9

10 New Password Settings In CMC 12.1, a Password Settings screen has been added to the Add Agent wizard, and a Password Settings element has been added in the left pane of the Agent Maintenance window. Using Password Settings options, you can: Set and reset agent passwords with varying levels of security (Weak, Medium, and Strong.) Configure an agent profile to be locked if an agent login is attempted unsuccessfully some configurable number of times. (If an agent is locked out, it will be necessary for a System Administrator using the Administrator login to reset the agent s password.) Set an agent password to expire at a chosen interval, requiring the agent to set a new password upon login after the expiration. New Form Value Enhanced Look And Feel Option A new Form Value Enhanced Look And Feel option in Agent Maintenance 12.1 can be enabled to change the look and feel of Agent Interface screens and enhance agent mouse functionality. New Agent Home Site Parameter In Agent Maintenance 12.1, a new Home Site setting in the Site Settings element assigns a Home site to an agent. (Global is selected by default.) The Home Site designation is currently associated with a Home Site parameter now available in some Agent reports. It may have additional uses in the future. New Columns in Agent List Screen In Agent Maintenance 12.1, three new columns have been added to the opening Agent List screen: Access Group; Password Expires, and Locked. Access Group shows the Access Group assigned to each listed agent. Password Expires shows the date that each listed agent s password is set to expire. Never is shown if an Agent password is configured never to expire. Copyright 2014 Startel Corporation. All Rights Reserved. 10

11 Locked reports a Yes or No value to indicate whether an agent s profile is currently in a locked state i.e., the agent s login is disabled. (Agent profiles can be configured to lock if a selected number of unsuccessful logins occur.) When an agent profile is locked, it will be necessary for a System Administrator using the Administrator login to reset the agent s password. New Features in the 12.1 Client Maintenance Plug-in New Disable Change ID Request Option Ordinarily, the Client ID that is recorded for a call is the last Client ID associated with the call. In Client Maintenance 12.1, you can now enable a Disable Change ID Request option for a client if you do NOT want the Client ID for that client to be recorded for a call in the event that the call originated from another Client ID. This option is available in the Client Maintenance Options element. Note: This option is implemented for the last client associated with a call (i.e., the client on which the call was completed or terminated). New Private for IntelliSite Setting for Transports When setting up transports in Client Maintenance 12.1, you can now enable a setting labeled Private for IntelliSite. When this setting is selected for a transport ( address, fax number, etc.), the associated transport will be shown on the IntelliSite only to IntelliSite Users who are authorized (in the IntelliSite Access Control plug-in) to view private transports. New Client Maintenance Site Menu In Client Maintenance 12.1, the AC toolbar has a new Site menu that can be used to filter the Client list by site. (Sites are defined in the MultiSite plug-in.) The Site menu contains an option for EACH site to which the logged in agent has access. These options allow you to display clients for one site only. The Site Menu also has the following additional options: All System Sites: This lists clients associated with ALL sites. Clients to which the logged-in agent does not have access are listed (Client ID only), but not accessible to the agent. All Agent Sites: This lists only clients associated with sites to which the logged-in agent has access. Copyright 2014 Startel Corporation. All Rights Reserved. 11

12 Expanded Character Set for Alpha Pager PIN In the Client Maintenance 12.1 Client Info element, you can now supply an Alpha Pager PIN that contains alphanumeric and special characters. New Features in the 12.1 IntelliSite Access Control Plug-in New Password Settings In CMC 12.1, a new Password Settings element appears in the left pane of the IntelliSite Access Control plug-in window. Using settings in this element, you can: Set and reset user passwords with varying levels of security: Weak, Medium, and Strong. (Only a System Administrator using the Administrator login can set and reset passwords.) Configure a user profile to be locked if the user login is attempted unsuccessfully some configurable number of times. (If a user is locked out, it will be necessary for a System Administrator using the Administrator login to reset his/her password.) Set a user password to expire at a chosen interval, requiring the user to set a new password upon login after the expiration. New Enable Viewing of Private Transports Setting In the 12.1 IntelliSite Access Control plug-in, you have the option of enabling a setting (in the General Settings element) labeled Enable viewing of private transports. When you have enabled this option for an IntelliSite User, the user will be able to access client transports (for clients they are authorized to access) that have been designated as Private for IntelliSite in Client Maintenance or Member Maintenance. Updated Client Access > Report Options In the 12.1 IntelliSite Access Control plug-in, the Report options in the Client Access element have changed. Using the updated set of Report options, you can now give an IntelliSite User access to Client Settings Reports, In Call Summary Reports, and Call Detail Reports. Copyright 2014 Startel Corporation. All Rights Reserved. 12

13 Voice Logger Options In CMC 12.1, Voice Logger options located in the IntelliSite Access Control plug-in (Client Access screen) will now be viable for systems that have installed Startel s new Voice Logger service (and are using a Startel Soft Switch). For information on the updated Voice Logger service, contact Startel Technical Support. New Features in the 12.1 Event Log Plug-in Separation of and Response Service In CMC 12.1, the Event Log plug-in now has separate items in the Applications tab for the Service and Response Service. Previously, logging for the two services was combined in a single category. Report Service Logging In CMC 12.1, the Event Log plug-in now has a selection in the Applications tab for viewing Report Service logging. New Features in the 12.1 Member Maintenance Plug-in New Private for IntelliSite Setting for Transports When setting up transports in Member Maintenance 12.1, you can now enable a setting labeled Private for IntelliSite. When this setting is selected for a transport ( address, fax number, etc.), the associated transport will be shown on the IntelliSite only to IntelliSite Users who are authorized (in the IntelliSite Access Control plug-in) to view private transports. Change to Secure Message Transport Restriction In Member Maintenance 12.1 your ability to configure a Secure Message transport will no longer be tied to your site/database Startel License File. Expanded Character Set for Alpha Pager PIN In the Member Maintenance 12.1 Alpha Pager(s) tab, you can now supply an Alpha Pager PIN that contains alphanumeric and special characters. Copyright 2014 Startel Corporation. All Rights Reserved. 13

14 New Features in the 12.1 Reports Plug-in New Secure Devices Report in System Reports Category In the CMC 12.1 Reports plug-in, a new Secure Devices Report has been added to the System Reports category. This report can be used to review details associated with all the Secure Messaging transports configured in your system that are registered and/or are pending registration for Secure Messaging. Note: This report contains a Bill to Client ID column that lists the Billing Client associated with each listed device. You may want to use this information for billing purposes. New Login Failure Report in System Events Reports Category In the CMC 12.1 Reports plug-in, a new Login Failure Report has been added to the System Events Reports category. This report can be used to review details associated with agent Login failures. Columns in Login Failure Reports include Date/Time, Module Description, User Name, IP Address, and an Info column that returns values like: Incorrect Password attempt 1; Incorrect Password attempt 2; Account Locked; Password Expired. New Home Site Filter in Agent Reports In CMC 12.1, in addition to assigning agents to Sites, you can assign each agent to a Home Site. Correspondingly, there is now a Home Sites parameter in some Agent reports. This can be used to filter reports by Agent Home Sites. Note: By default, agents Home Sites are set to Global. New Features in the 12.1 SMS Center Plug-in New Delete all Unregistered Devices Function In the CMC 12.1, the SMS Center plug-in has added a delete icon to the opening screen. If you click this icon (located above the left elements panel), all unregistered devices are removed from the SMS Center list and database. Note: If the icon is grayed, it means that no unregistered devices are listed, or the logged-in agent does not have Delete privileges in the SMS Center plug-in. Copyright 2014 Startel Corporation. All Rights Reserved. 14

15 Changes to Secure Messaging Element for Client Billing In CMC 12.1, you will notice that two new columns have been added to the Secure Messaging opening screen: Bill Client ID, and Client ID. The Bill Client ID column shows you the Client ID that is billed for each listed device. The Client ID column shows you all the Client IDs associated with each device. When you open a device record in the Secure Messaging window, the screen that opens contains a new feature for selecting the Client ID that should be billed for Secure Messaging. To select this client, click Select Bill Client ID, then choose the appropriate Client ID from the Client list that pops up. New Features in the 12.1 Alarm Manager Plug-in In the CMC 12.1, you can now double-click on an active alarm to access the dialog box that is used to clear the alarm. New Features in the 12.1 Manual Archive Plug-in In the CMC 12.1, Login Failure has been added to the System Cleanup options. Copyright 2014 Startel Corporation. All Rights Reserved. 15

16 New Features & Enhancements to Agent Interface 12.1 Refer to the section that follows for details on new features that have been added to Agent Interface in CMC 12.1: Enhanced Password Security Agent Interface 12.1 increases the security of Agent passwords. An Agent can now change his/her password in Agent Interface using a new Settings > Reset Password command. Passwords can also be configured (in Agent Maintenance) to expire after a selected period of time, requiring agents to choose new passwords upon attempting to log in after the expiration period. (Passwords can also be configured not to expire.) A new Lockout feature (configurable in Agent Maintenance) can be used to lock an agent out of Startel applications after some number of unsuccessful login attempts. If an agent is locked out, the System Administrator will be required to reset the agent s password in Agent Maintenance using the Administrator login. (If an agent s Lockout option is set to None, the agent will never be locked out, no matter how many unsuccessful attempts are made.) AI Changes Associated with Agent Maintenance Form Value Enhanced Look and Feel Option If the new Form Value Enhanced Look and Feel option is selected for an agent in Agent Maintenance, the agent will notice some display changes in Agent Interface. In addition: The agent will be able to open an indexed Message Form, IntelliForm, MasterCard, If, or Locate by simply double-clicking on the listed item. The agent will be able to retrieve an Action from a pick list by double-clicking. Copyright 2014 Startel Corporation. All Rights Reserved. 16

17 Changes to AI Wrap Time In CMC 12.1, a new Park Window Sets Wrap Time option, when enabled in the System Settings plug-in, affects wrap time for agents in Agent Interface when accessing the Park window. Applying only to systems that have a Startel Soft Switch, it works like this: When an Agent opens the Park window, a wrap time start message is sent to the Soft Switch initiating wrap time. Wrap time started in this way will timeout after 60 seconds (if the agent has not done something else to end the wrap time). This wrap time will end if the Park window is closed, either by using the red X to close the window, or by pressing Next Call. Enhanced Client Access & Action Retrieval In CMC 12.1, an agent s ability to access clients and retrieve Actions has been enhanced by making changes to two of the options in the Agent Maintenance plug-in: Allow Client Action Retrieval Regardless of Affinity has been changed to Allow Client Action Retrieval and Client Access in Agent Interface Regardless of Affinity. When this new option is enabled for an agent, the agent will be able to retrieve any Action and access any client screen in Agent Interface regardless of the agent s Affinity Group assignment(s). Allow Client Action Retrieval Regardless of Site Access has been changed to Allow Client Action Retrieval and Client Access in Agent Interface Regardless of Site Access. When this new option is enabled for an agent, the agent will be able to retrieve any Action and access any client screen in Agent Interface regardless of the agent s Site assignment(s). Copyright 2014 Startel Corporation. All Rights Reserved. 17

18 AUTOLOGOFF Feature Added to SAI.INI File In CMC 12.1, you can edit a new line in the sai.ini file if you want agents to be automatically logged off in the event that there is no agent activity detected in Agent Interface for a specified number of minutes. The line looks like the following, where xx is the number of minutes after which the agent will be logged off: [SECURITY] AUTOLOGOFF=XX Fulfilled Wish List Items With CMC Release 12.1, Startel has fulfilled the following customer Wish List items: Access to Voice Logger Clips via the Startel IntelliSite Wish List Node 254 In CMC 12.1, qualified IntelliSite Users will now be able to access Voice Logger clips on the Startel IntelliSite. This feature requires that the new Startel Voice Logger service be installed for your system, and that the IntelliSite User be given access to Voice Logger clips in the IntelliSite Access Controls plug-in (Client Access screen). Ability to Add and Delete Members and Member Transports via the IntelliSite Wish List Node 649 In CMC 12.1, qualified IntelliSite Users are now able to add and delete members, and member transports, from the Startel IntelliSite. To give an IntelliSite User authorization to change member records from the IntelliSite, it will be necessary to enable Member options for the user in the IntelliSite Access Control plug-in (Client Access screen). Copyright 2014 Startel Corporation. All Rights Reserved. 18

19 Additional Program Changes The reported issues described in the following table are RESOLVED in CMC Issue # Component Issue Resolved 831 Agent Interface If you are in a sub-directory and add a row, the row is added to the main directory and not the sub-directory. Copyright 2014 Startel Corporation. All Rights Reserved. 19 Note: After the fix for this issue, Add and Delete functions are disabled while viewing subdirectory entries, and hover text for the delete icon has been changed from Delete Sub- Directory to Remove from Sub-Directory Agent Interface Pressing CTRL+B (re-dispatch Alpha Page) when there is no alpha page to re-dispatch causes failures to occur in a displayed Message Form Actions Plug-in When dispatch transports are deleted, Actions pointing to them fail. Note: Actions assigned to deleted transports will now display messages like Selected transport deleted,' and will not be able to be resaved until a valid transport is chosen Agent Interface The IntelliForm Count value shown in the Status bar is not always correct Agent Interface Agent Access Control privileges associated with TAAs are not working correctly in Agent Interface Service Duplicate ed Messages will be sent by the service if multiple messages are sent at once using a client transport for which the Small Display Device or CSV option is selected.

20 Issue # Component Issue Resolved 1910 Agent Interface If an Agent has the Allow Client Action Retrieval Regardless of Affinity option selected in Agent Maintenance, but does NOT have the Allow Client Access in Agent Interface Regardless of Affinity option selected, the agent will get a Client Restricted message if the agent attempts to select an Action for some clients in AI. Note: As a fix, the Agent Maintenance Options that give agents access to Actions regardless of Affinity and/or Site have been changed so that the options includes access to any client s account when an action is retrieved Client Maintenance Plug-in 2053 Client Maintenance Plug-in When creating a new client, Priority settings for Include Activity Trace and Include System Activity Trace are not saved. If you delete a directory that has been assigned to a client as an IntelliLocator directory, the wrong error message is displayed when you access the IntelliLocator Directory tab associated with the client. Note: As a fix, the message that displays will now read Error: the directory does not exist. This client s IntelliLocator Directory is being disabled Activity Log Plug-in When a member assignment in CMC OnCall is copied, the Activity Log identifies the Member by Member DB ID instead of the Member name. Copyright 2014 Startel Corporation. All Rights Reserved. 20

21 Issue # Component Issue Resolved 2085 Agent Interface When entering CMC OnCall Member information (Column 1 Column 10) in Agent Interface, Column 5 will not accept more than 50 characters (other columns allow over 200). Note: Column 5 will now allow the same number of characters as the other Member Information columns Actions Plug-in Unable to create a member-owned Dispatch Report Action because member addresses are not available for selection Reports Plug-in A Monthly Call Summary report s Total line will be incorrect if the report is run for 32 days. (This happens if you start the report on the 1st of a 31 day month and end the report on the 1st of the next month.) Note: The fix ends the restriction of only 1 month s worth of data for this report and now allows for up to 90 days. Now the Total line will include all days in a specified date range Client Maintenance Plug-in Administrative Controls displays an error message at the completion of a Client Export when no errors have occurred Activity Log Plug-in The Activity Log Run button does not function correctly when only the Date Range has been adjusted and you try to run a log from the Date Range tab. (The Run button only functions if you change to a different tab.) 2183 Reports Plug-in Client ID numbers are not shown in the Client Usage Report. Copyright 2014 Startel Corporation. All Rights Reserved. 21

22 Issue # Component Issue Resolved 2206 Reports Plug-in Some reports (e.g., Monthly Call Summary, Agent Performance, Agent Summary, Service Level, Detailed Agent Call) display 60:00 instead of 1:00:00 when rounding times between 59:01 and 59: Activity Log Plug-in The Activity log Log column for TAA items references a DB ID number instead of the Schedule ID number for the listed items Client Maintenance Plug-in External Post options are not copied when using the Copy Client wizard Reports Plug-in The Print Records report displays UNKNOWN for activity trace types GET PRIORITY DELAY ACTN and SET PRIORITY DELAY Reports Plug-in Monthly Call Summary Reports are incorrectly including calls with no talk time in Average Talk Time calculations. Note: The Average Talk Time column calculation has been changed from: (Incoming Call Talk Time + Outgoing Call Talk Time)/Total Calls to: Incoming Call Time Time/# of Incoming Calls with Talk Time This value now does not include Outgoing Calls or calls that have no talk time. In addition, the column name has been changed to: Avg In Talk (mm:ss). Copyright 2014 Startel Corporation. All Rights Reserved. 22

23 Issue # Component Issue Resolved 2262 IntelliSite Access Control Plug-in If you delete multiple Users from the IntelliSite Access Control plug-in during a session, exit the plug-in, and then re-open the plug-in, you will find that only the first User you deleted was actually removed Actions Plug-in When attempting to save a weekly Dispatch Action for an IntelliForm, an error is presented that states you must select at least one day of the month Reports Plug-in In a Service Level report with a specified Client Range, Talk Time values are sometimes not reported for calls. (Talk Time values are reported correctly in Detailed Client Calls reports.) 2275 Paging Service Page Terminals are not always saved correctly when Pager Service Port Groups are configured IntelliSite Regardless of the settings in the Service plug-in, SSL\TLS protocols are not used when s are sent via the IntelliSite Directories Plug-in There have been intermittent problems with saving directories and directory columns in the Directories plug-in. (In problem cases, it was found that the site_id in the cl_index was saved incorrectly.) Service Characters are being lost from IntelliForm Values and MAT stamps when ed User Definables Plug-in When creating a new range in the User Definables plug-in, Admin Controls does not enforce a Site selection. Copyright 2014 Startel Corporation. All Rights Reserved. 23

24 Issue # Component Issue Resolved 2347 Client Maintenance Plug-in When creating a Message Form, if you type too many characters into the Value tab s External Post field, characters flow over into the Initial Value field (located below). Note: External Post values are now limited to 64 characters Startel Browser The Startel Browser does not display pin points when viewing Google maps Note: The fix for this issue requires altering the registry for the workstation. Instructions for the procedure are provided in the ADDENDUM section of this document. Copyright 2014 Startel Corporation. All Rights Reserved. 24

25 ADDENDUM See topics in this section for information on how to adjust workstation registry settings to optimize the Agent Interface web browser, and how to set up TigerText one-way communication for your system. Adjusting Internet Explorer Registry Settings for Agent Workstations Make this change to all workstations running Startel Agent Interface version 12.1 The change will allow the Startel browser to emulate the way Internet Explorer works on the same machine. It will also add support for some newer Internet Explorer features that may not otherwise be supported. (When you don t make the change, default behavior emulates Internet Explorer 7, which does not support new features like Google Maps, for example.) WARNING: Make a backup of the registry before you edit the registry files. Making changes incorrectly to the Windows Registry can result in serious operational problems. Startel cannot be responsible for problems resulting from changes that are made incorrectly to the Windows Registry, and does not guarantee that problems resulting from incorrect changes to the Registry can be resolved. Changes should be made only by individuals who are familiar with adding entries to the registry, modifying existing entries of the registry, backing up the registry, and restoring registry entries to their previous values. Follow these steps: 1. Open the following URL, which contains information you will need for the procedure. (See Step 8 for a picture of what the web page should look like): 2. Open the Microsoft Start menu and type Regedit.exe into the Search field at the bottom of the pop-up menu. Then type Enter. 3. When the Registry Editor dialog box opens, do one of the following depending on whether the PC is 32-bit or 62-bit. (It won t hurt to do both if you re not sure.) Copyright 2014 Startel Corporation. All Rights Reserved. 25

26 For 64-bit go to: HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Microsoft\Internet Explorer\ MAIN\FeatureControl\FEATURE_BROWSER_EMULATION For 32-bit go to: HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Internet Explorer\MAIN\FeatureControl \FEATURE_BROWSER_EMULATION 4. Right-click on FEATURE_BROWSER_EMULATION. 5. Select New, then select DWORD (32-bit) Value from the pop-up menus. (This choice is fine for both a 32-bit or 64-bit machine.) A new item will be added to the right pane: Copyright 2014 Startel Corporation. All Rights Reserved. 26

27 6. Edit the name of the new item (New Value #1) to read: Sai.exe. 7. Double-click on the Sai.exe item to open this pop-up dialog: 8. Fill in the Value data field based on the Browser Emulation information contained in the web page you opened in Step 1. (The information will look something like the page shown below.) For example, enter for Internet Explorer 11. Copyright 2014 Startel Corporation. All Rights Reserved. 27

28 9. When you re finished, click OK and exit the Registry Editor. If Startel Agent Interface if open, close it, then restart it. Copyright 2014 Startel Corporation. All Rights Reserved. 28

29 TigerText Set Up One Way Communication Startel CMC 12.0 can send messages to the TigerText application using the WCTP protocol. Messages are sent from Agent Interface as alpha pages using CTRL-A. To use TigerText one-way messaging, a Startel CMC customer will be required to set up an account with TigerText. The customer s TigerText Key and Secret will be needed for the configuration of the Alpha Paging Terminal in the Paging Service plug-in. The TigerText Key and Secret will look similar to the following: TigerText Key: 4jZtWKsWvDBKsJA7gr6NnNQZIODBKsJA7gr6eqtDH9wgP TigerText Secret: Fpap5dcLzxU2wINycLfxw cop0aepaphx w5lhl5pyubggb SETUP OF THE PAGING TERMINAL In the Alpha Paging Terminal element of the Paging Service plug-in, WCTP should be selected as the Protocol, and the TigerText Key and Secret values should be entered, separated by a colon, in the User ID field. Protocol: WCTP User ID: CCCCCCCCCCCCCCCCC:DDDDDDDDDDDDDDDDDDD Where CCCCCCCCCCCCCCCCCC is the Key and DDDDDDDDDDDDDDD is the Secret. SETUP OF THE PAGING TRANSPORT IN CLIENT OR MEMBER MAINTENANCE If the device is a phone: Alpha Page PIN will be +1XXXXXXXXXX@tigertext.me where XXXXXXXXX is the phone number of the device and the Paging Terminal is set to the TigerText Paging Terminal defined in the Paging Service plug-in. If the device is a tablet: Alpha Page PIN will be XXXXXXXXXX@tigertext.me where XXXXXXXXX is the address name of the device and the Paging Terminal is set to the TigerText Paging Terminal defined in the Paging Service plug-in. Copyright 2014 Startel Corporation. All Rights Reserved. 29

30 Copyright Notice Copyright 2014 by Startel Corporation The information contained herein is proprietary to, and considered a trade secret of, Startel Corporation, and shall not be reproduced, transmitted, transcribed, or stored in any retrieval system in any form or by any means, electronic, mechanical, magnetic, optical, chemical, manual, or otherwise, without the express written permission of Startel Corporation, 16 Goodyear Bldg B-125, Irvine, California 92618, U.S.A. Copyright 2014 Startel Corporation. All Rights Reserved. 30