CCE 5.0 Service Pack1 Release Notes

CCE 5.0 Service Pack1 Release Notes Dec 2010

Contents 1. Introduction... 3 1.1. Scope... 3 1.1.1. Enhancement Included... 3 1.1.2. Recommended CCE 5.0 Service Pack1 Installation and Configuration Guidelines 3 1.2. CCE 5.0 Service Pack1 Package... 4 2. Installation... 4 2.1. Prerequisites for Installing CCE 5.0 Service Pack1... 4 2.2. Downloading the CCE 5.0 Service Pack1... 4 2.3. Back-Up Instructions... 4 2.4. Server Upgradation... 4 2.4.1. Stop CCE Services on CCE Servers... 5 2.4.2. Upgrade CCE Services... 5 2.4.3. Upgrading the Database.... 11 2.5. Client Upgradation... 12 2.6. Verification Instructions... 15 2.6.1. Server Components... 15 2.6.2. Client Component... 16 2.7. Rollback Instructions... 16 2.7.1. Server... 16 2.7.2. Client... 16 3. Issues Fixed in CCE 5.0 Service Pack1... 17 4. Known Issues and Resolution... 20 4.1. Non-administrator user Reporting Access... 20 4.2. Issue 13631/13591 - Digitally Signed Emails.... 25 4.3. Issue 13403 - Agent State in Presence.... 25 4.4. Issue 13859 - Report Generation is Slow... 25 4.5. Issue 13700 - Unable to Sign up in Communicator plug-in in Windows Vista and Windows 7 Desktop.... 26 4.6. Issue 13442 Configuration Server Issue... 26 4.7. Issue 13833 Total Call Counter set the Total Agent Available Counter is Incorrect 27 4.8. Issue 13898 - ACD Calls (Agent Attendance Report), Calls Answered (Agent Split/Skill Report) and Answered Calls (Agent Summary Report)... 27 4.9. Issue 13865 Last Agent State... 27 4.10. Issue 13251 Display Proper Language in Notification by Using Rules Plug-In... 27 4.11. Issue 13851 - Split Skill Report - No Statistics for Transfers and Assists... 27 4.12. Issue 13468 - CCE Desktop is not Getting Uninstalled Completely... 28 4.13. Issue 12972 When ASMSControl grows bigger and has serveral data DB, store procedure getassociatedatasets is slow to response... 28 4.14. Issue 13880 Correction to Email Media Store User Guide... 28 5. Additional Information... 28 5.1. Issue 13378 - IDS-V&P Fail to Monitor Devices When AES-CM Link goes down and comes up 28 5.2. Issue 13779 RONA Feature in Multimedia... 29 CCE 5.0 Service Pack1 December 2010 1

6. Appendix 1: CCE Server Services and CCE Desktop Services... 29 6.1. CCE Server Services... 29 6.2. CCE Desktop (Client) Services... 29 CCE 5.0 Service Pack1 December 2010 2

1. Introduction The Contact Center Express 5.0 Service Pack1 Release Notes provides information such as enhancements, defects fixed and known defects in this release. This document provides late-breaking information to supplement Contact Center software and Documentation. For updated documentation, product support notices, and service pack information, go to the Avaya Support Center Web site at http://support.avaya.com. 1.1. Scope Contact Center Express (CCE) software updates are distributed in service packs. These software updates are used to correct issues and add features not included in the original release of the CCE 5.0 system. The Contact Center Express (CCE) 5.0 Service Pack1 is the first service pack for the CCE 5.0 release. Avaya recommends that all CCE 5.0 customers upgrade to this patch level as soon as possible to ensure they have a complete set of fixes. Please follow instructions in this document when installing and configuring CCE 5.0 Service Pack1. The existing features in CCE 5.0 continue to be in use, unless mentioned otherwise. The Installation Tool provided with this service pack is designed to easily install all of the fixes in the CCE 5.0 Service Pack1. The CCE 5.0 Service Pack1 can be used on top of an existing CCE 5.0, CCE 5.0 patch1. 1.1.1. Enhancement Included Additional Web Browser Supported Issue 13905: Contact Center Express includes support for the IE8.0 Web Browser for End- Customer in CCE 5.0 Service Pack1. 1.1.2. Recommended CCE 5.0 Service Pack1 Installation and Configuration Guidelines To deploy the CCE 5.0 Service Pack1 on a CCE 5.0, CCE 5.0 Patch1, the following steps outline the procedures that need to be performed for installing and configuring. 1. Check whether you have recived all the installation files for the CCE components included in the CCE 5.0 service pack1. 2. Ensure your system confirms to the prerequisite. 3. Stop CCE services on servers 4. Stop Desktop process on Agent side. 5. Install/Upgrade CCE servers. 6. Install/Upgrade client (Agent desktop) application. 7. Configure Reporting(If already not configured). 8. Start CCE services and agent side process. 9. Verify Installation CCE 5.0 Service Pack1 December 2010 3

1.2. CCE 5.0 Service Pack1 Package Name of Service Package: CCE_SP_5.0.1.iso MD5 Checksum: 4c60ed2904befdb9fda8f4446f384f70 2. Installation 2.1. Prerequisites for Installing CCE 5.0 Service Pack1 This section describes the prerequisites for installing the CCE 5.0 Service Pack1. Before you install CCE 5.0 Service Pack1 you must have CCE 5.0 or CCE 5.0 Patch1 installed on your system. 2.2. Downloading the CCE 5.0 Service Pack1 You can download the CCE 5.0 Service Pack1 files from the Avaya Support Web site. https://support.avaya.com/download/ To download CCE 5.0 service pack1: 1. Click the Download My Software link. 2. At the Login screen, enter your login id and password, and click Login. 3. If you do not have an Avaya SSO Login username and password, select Register Now to create them. 4. Click Contact Center Express (CCE). 5. Click the appropriate CCE 5.0 service pack1 software to download. 6. Save it in an appropriate folder from where it may be used for installation. 2.3. Back-Up Instructions Before beginning an upgrade, it is highly recommended to back up the existing working environment as follows: 1. Backup the databases (ASContact, ASMSControl, ASMSDatax,ACS) 2. Backup all the.ini files of the CCE server components and CCE desktop applications running on the server 2.4. Server Upgradation This section describes in details the steps for upgradation. CCE 5.0 Service Pack1 December 2010 4

2.4.1. Stop CCE Services on CCE Servers Before you run the CCE 5.0 Service Pack1 Installer, ensure that all CCE services listed in appendix1 are stopped. All setups that update CCE services will stop them during installation. Nevertheless it is strongly recommended to stop all CCE services in advance manually.you can use Windows Service Control panel to stop all CCE Services. 2.4.2. Upgrade CCE Services To install Contact Center Express Server Service Pack 1 1. Close all open applications. 2. Run the setup.exe file. 3. Trace System Server Dialog box is open, provide Server name and Port and Click Next. 4. Avaya Contact Center Express Application Selection dialog box is open. CCE 5.0 Service Pack1 December 2010 5

5. Click Server. CCE 5.0 Service Pack1 December 2010 6

6. Select Configuration Server and follow the steps of the Configuration Server Setup. 7. Select Interaction Data Server and follow the steps of the Interaction Data Server Setup. 8. Select Call Recording Config Service and follow the steps of the Call Recording Config Service Setup. 9. Select Call Routing Server and follow the steps of the Call Routing Server Setup. 10. Select Task Director and follow the steps of the Task Director Setup. 11. Select Trace System and follow the steps of the Trace System Setup. 12. Click CCE 5.0 Service Pack1 December 2010 7

13. Select Media Director and follow the steps of the Media Director Setup 14. Select XML Server and follow the steps of the XML Server Setup 15. Select Application Management Service and follow the steps of the Application Management Service Setup. 16. Click Media Stores CCE 5.0 Service Pack1 December 2010 8

17. Select Simple Messaging Media Store and follow the steps of the Simple Messaging Media Store Setup. 18. Select Email Media Store and follow the steps of the Email Media Store Setup. 19. Click Back CCE 5.0 Service Pack1 December 2010 9

20. Click Media Gateways CCE 5.0 Service Pack1 December 2010 10

21. Select Web Chat Gateway and follow the steps of the Web Chat Gateway Setup. 22. Select MSN Messenger Gateway and follow the steps of the MSN Messenger Gateway Setup. 23. Select AOL-ICQ Instant Messenger Gateway and follow the steps of the AOL-ICQ Instant Messenger Gateway Setup. 24. Select Communicator Gateway and follow the steps of the Communicator Gateway Setup. 25. Select Web Chat for IIS and follow the steps of the Web Chat for IIS Setup. 26. Select Short Message Service Gateway and follow the steps of the Short Message Service Gateway Setup. 27. Select XMPP Gateway and follow the steps of the XMPP Gateway Setup. 28. Exit 29. Reboot the server machine. Note: At the end of Interaction Database Server Setup if there is a message saying: Service failed to start. This message can occur even when the service started successfully. Refer to chapter Verification instructions, to check if all services started successfully. 2.4.3. Upgrading the Database. For upgrading the database first upgrade the control panel (AMS) to 5.0.1. 1. ASMSData 2. ASMSControl CCE 5.0 Service Pack1 December 2010 11

You have to upgrade the Database by using the Database Management Upgrade Database of the Control Panel 5.0.1. 1. Simply right-click on the relevant database node. 2. Once the database server has been checked, the following screen display will appear. Note: The database version number of ASMSData and ASMSControl is 4.0.0.15 after upgrade. After you complete the Avaya CCE 5.0.1 Server upgradation, restart the CCE services on servers. 2.5. Client Upgradation CCE 5.0 Service Pack1 December 2010 12

Before you run the CCE 5.0 Service Pack1 installation on client side, ensure that all CCE client processes are stopped. All setups that update CCE client will stop them during upgradation. Nevertheless it is strongly recommended to stop all CCE services in advance. To install Contact Center Express Client Service Pack 1 1. Close CCE Desktop/Reporting applications. 2. Run the setup.exe file. 3. Trace System Server Dialog box is open, provide server name and port number where the Trace system is installed and Click Next. CCE 5.0 Service Pack1 December 2010 13

4. Avaya Contact Center Express Application Selection dialog box is open. 5. Click Desktop. CCE 5.0 Service Pack1 December 2010 14

6. Select Contact Center Express Desktop and follow the steps of the Contact Center Express Desktop Setup. 7. Select Interaction Contact Center Express Reporting and follow the steps of the Contact Center Express Reporting Setup. 8. Exit. After you complete the Avaya CCE 5.0 Service Pack1 client upgradation, restart the CCE client machine. 2.6. Verification Instructions This section describes how to verify if the installation of the Service Pack has been successful. 2.6.1. Server Components Verification steps for server components: 1. Open the services of Windows (services.msc from command prompt). 2. Look for the upgraded components if they appear and if they are started. Active Configuration Server AS AOL-ICQ Instant Messenger Gateway AS Application Management Director AS Call Routing Server AS Communicator Gateway AS Email Media Store AS Interaction Data Server - Multimedia AS Interaction Data Server - View AS Interaction Data Server - Voice and Presence AS License Director AS Media Director AS MSN Messenger Gateway AS Preview Contact Media Store AS Simple Messaging Media Store AS SMS Gateway AS Task Director AS Virtual Agent AS Voice Media Store AS Web Chat Gateway AS XML Server AS XMPP Gateway Avaya Call Recording Config Service Avaya Trace Server Avaya Voice Portal Config Service Some of the server components can also be verified with following steps: 1. Open the CCE Control Panel CCE 5.0 Service Pack1 December 2010 15

2. Look at the left side of the Control Panel and verify that the upgraded components appear in the tree view Servers Call Recording Config Service Media Director AOL-ICQ Instant Messenger Gateway Communicator Gateway MSN Messenger Gateway Short Message Service Gateway Web Chat Gateway XMPP Gateway Email Media Store Simple Messaging Media Store Task Director XML Server Call Routing Server 2.6.2. Client Component Verification steps for Client components: 1. Start the client (Desktop/Reporting) application 2. The application starts up and is running. 3. Log in with an agent 4. Go to Control Panel and under Media Directors->Media Director@<servername>->Media Clients, in the summary the above agent should be listed. 2.7. Rollback Instructions This section describes how to remove the Service Pack, if malfunction of your system occurs. 2.7.1. Server To get back to the last working state: 1. Uninstall the server components the service pack includes 2. From the CCE 5.0 /CCE5.0 Patch 1 Installer, install the components that were uninstalled in the step 1. 3. Restore the ini files for the server processes you have installed 4. Restore the databases (ASContact, ASMSControl, ASMSDatax,ACS) 5. Restart CCE services. 2.7.2. Client To get back to the last working state: CCE 5.0 Service Pack1 December 2010 16

1. Uninstall the client components the service pack includes 2. From the CCE 5.0 /CCE5.0 Patch 1 Installer, install the components that were uninstalled in the step 1. 3. Restore the ini files for the client you have installed 4. Restart CCE client. 3. Issues Fixed in CCE 5.0 Service Pack1 The following table lists the MRs/WIs that are fixed in CCE 5.0 Service Pack1. Issue Number Component 13522 XML Server 13507 XML Server 13504 XML Server Issue Summary "Tserver link down" alarm is not getting generated when wrong Tlink assigned in Edit XML Server Tab. "Name service failed" alarm is not getting generated when port number which is already in use is entered in name service port in Edit XML Server Tab. "Tserver login failure" alarm is not getting generated when wrong username or password are provided for Tlink in telephony server configuration in Edit XML Server Tab. 13836 Installer Call Routing Server service, Voice Portal Config Service and Call Recording Config Service are getting installed as Interactive Service instead of windows service. 13600 Communicator Plug-In Communicator plug-in warning pop up message window doesn t have any heading, After the fix the heading is displayed as Warning. 13839 Email Media Store Email Media Store gets into infinite loop when an email of type Content-Type: multipart/report sent/received. 13664 IClarity CCE desktop PC speaker start ringing even though USB headset is used after iclarity configured. 11755 Rules Plug-In Creating a new Rule with CCE Desktop removes any commented out Rules from the configuration. 13505 Simple Messaging Media Store Media Gateways 13570 Simple Messaging Media Store Value of Version parameter under [Startup] section in 'ASSimpleMessagingMediaStore.ini' file is still 4.0.0.0, it should be 5.0.0.0. After fix this change will be reflected only after the re-installation of the component. Agent Specific Welcome Message field shows <NULL> value after installation of CCE Desktop. 13782 SOAP Plug-In The call is not getting routed to Agent with UUI = "UserDefinedUUI" which is fixed parameter passed to Call Routing Server. 13252 Supervisor Plug-In ASGUIHost.exe is throwing an exception while shutting down. CCE 5.0 Service Pack1 December 2010 17

13615 Telephone Plug-In The information regarding Telephony Plug-in, XML Server down, Primary link connection closed is not present in the CCE desktop Error log file. 13835 TTrace System TTrace server service is getting installed as Interactive Service instead of windows service. 13737 Voice Plug-In Send DTMF tones button is enabled, although no number is there at the number to dial textbox, it should be disabled. 13856 Auto Text Plug-In WorkCode menubar item of CCE Desktop appears above third party application and is blocking display of the third party application window. 13275 CCE Desktop Telephony plugin of CCE Desktop does not try to remonitor the station after the connection between AES server and CM is broken and comes up. 13766 Control panel An extra security banner.ini file is present at C:\Program Files\Avaya\Contact Center Express\Desktop\Contact Center Express Control Panel folder. 13870 AS Calculator Plug-In In desktop with French locale set, in calculator the comma is not functioning. In French calculator the English calculator dot is replaced with comma and that is not functioning. 13869 CCE Desktop If Agent has Auto answer(acd or all) configured for voice call. In CCE desktop INI file. Bring Forward Work Item If Call Answered By Other Means set to true. And Close Voice Work Item Window On Call Dropped set to true. VMS have advance work code configured. Then Voice WorkItem window should be created and work code popup should appear after closing call by customer, even if main window is minimized. 13847 Control panel Blank database node appears on media store database when the database configuration for Task Director is not done, in the control panel. 13854 Voice Plug-In Environment Details:"Automatically Drop Phantom Call" is set to false,agent auto answer is enabled and there are a large number of emails in the queue.when an email work item is completed and closed,the phantom call does not get disconnected. 13853 Email Media Store Stripping of attachment, when a particular email is received by EMS. The issue happens because of absence of boundary field at the end of the email. 13852 Email Media Store The whole email queue is blocked after receiving a particular email, and that queue cannot process further incoming emails. The issue was with subject-line parsing, as UTF-8 encoding was not understood in the subject line parsing. 13855 Rules Plug-In On CCE Desktop customer can't launch CCE rules window, issue will happen only when they have "stop" condition in the above rule. CCE 5.0 Service Pack1 December 2010 18

13871 Spell Checker Plug-In The French spell-check does not work and it still shows English language. The language selected (French or any other foreign language) is not working 13867 Voice Plug-In When agent initiates consult conference call to supervisor,' Complete Conference' button is enabled at agent-customer call window. 13829 Email Media Store In the control panel we can see only the number of queued emails not suspended emails. 13837 Email Plug-In When an agent first suspends the workitem, then enters the workcodes and then closes it by clicking on the cross, the workitem does not get suspended and is not presented to the agent after the suspend time. Instead it is completed with the completion state as "Successful". 13844 Reporting Plug-In CCE Reporting in version 4.11 is very slow to respond and are receiving timeout error for outcomes-workcode report. 13845 Email Media Store Only queued emails which are in present database are getting re-queued after EMS is restarted. The emails which are present in past database are not getting re-queued after EMS is restarted. 13779 Media Director When Rona is configured in CM race condition is observed in Media director while processing the telephony events. 13416 Desktop Utility Plug-In After receiving Multimedia WI Agent states incorrectly changed to available, after receiving or making direct station call. 13355 ASMSControl Database The Agent Login-Logout (Skill) report will not span Data1 and Data2 when the user enters This Year as a date parameter. 13875 ASMSControl Database GetConversationHistory fails to retrieve history across multiple database with same conversationid. 13864 Simple Messaging Media Store 13799 IDS Voice and Presence 'Agent Specific Welcome Message' entry is not present in the Configuration Server until agent provides the value from CCE Desktop. IDS Voice & Presence is stripping leading zero of VDN devices when a hyphen is used to specify a range. 13411 Task Director If we disable the multicast Task Director won t show up in the control panel even if we set the Management object URL and Application Management Director URL List correctly. 13378 IDS Voice and Presence IDS V&P fails to monitor devices, when AES-CM links goes down and comes up. 13403 IDS - View IDS-View fails to synchronise with IDS-Voice&PResence after IDS-Voice&Presence is restarted. 13803 Interaction Data Client When connection between IDS Voice and Presence and IDS View goes down and comes up, Presence shows invalid States for some agents. This generally happens if the number of agents monitored is large in number (>99). CCE 5.0 Service Pack1 December 2010 19

13805 Wallboard Plug-In Interactions Waiting count does not decrement when a customer or agent drops a held call without retrieving it. 13894 IDS Voice and Presence AIDServer.ini file doesnt show correct value for ttrace hostname when IDS is upgraded. 13884 Email Media Store When inserted a template in CCE 5.0 during reply of email, it is taking the subject of the template instead of the original email. 13906 Reporting Plug-In CCE Reporting is very slow to respond and are receiving timeout. 13891 IDS Voice and Presence The IDS voice and presence service goes down and comes up intermittently. 13904 Voice Plug-In When agent initiates consult transfer call to supervisor,' Complete transfer' button is enabled at agent-customer call window. 13621 Supervisor Plug-In CCE Supervisor Plug-in is not showing the right status after an outbound call in a "desk sharing" setup. If one Agent make an outbound call Supervisor Plug-in is showing all Agent's in "blue" and with an open call. 13920 ASMSControl Database SMMS is unable to send and receive any SMS when database version is 4.0.0.14 4. Known Issues and Resolution This section provides the known issues or limitations that pertain to the CCE 5.0 Service Pack1 release, in addition to the CCE 5.0 release. 4.1. Non-administrator user Reporting Access This section describes the necessary steps for granting privileges to non-administrative users to access the reporting. Note: It is assumed that the SQL Reporting Server host is integrated into the same company domain as all of the client hosts. Configuration at the server 1. Open at the server where the SQL Reporting Server is running an Internet Explorer and insert as address http://localhost/reports and hit Enter. It takes up to 2-5 minutes until the following screen appears CCE 5.0 Service Pack1 December 2010 20

2. Click on the tab Properties CCE 5.0 Service Pack1 December 2010 21

3. Click at New Role Assignment 4. Fill in at Group or user name following string: BUILTIN\Users 5. Tick the role Browser 6. Click OK. The Properties side appears with the new group assignment. CCE 5.0 Service Pack1 December 2010 22

CCE 5.0 Service Pack1 December 2010 23

7. Open the Contact Center Reporting client, configure at Tools->Options->Reporting the address information (see also Contact Center Express Reporting Guide.pdf) and click OK. a) SQL Server default instance installation b) SQL Server with named instance installation CCE 5.0 Service Pack1 December 2010 24

8. In the tab Reporting Selection the reports should be shown. 4.2. Issue 13631/13591 - Digitally Signed Emails. CCE now accepts Incoming Digitally Signed Emails. When an agent receives a digitally signed email, the digital signature, will be shown as an attachment, with the name smime.p7s. The signature is not verified by CCE. 4.3. Issue 13403 - Agent State in Presence. When IDS-Voice&Presence is restarted (and the IDS-View service is left running) any activity by agents during the restart period e.g. agent changes work mode or agent goes into busy state is now reflected properly at the desktop (e.g. Presence). Agent state is now properly reflected but agent reason code is not getting reflected, this is known issue. 4.4. Issue 13859 - Report Generation is Slow The execution speed depends on the size of the ASMSdata Database. If you experience frequent timeouts and delays while running reports, check the size of ASMSData Database. If the size is CCE 5.0 Service Pack1 December 2010 25

huge create a new ASMSData database and make the old offline as soon as possible. Reports would be faster. 4.5. Issue 13700 - Unable to Sign up in Communicator plug-in in Windows Vista and Windows 7 Desktop. It is because of IPv6 on Windows Vista/Windows7. From Windows Vista onwards IPv6 is fully implemented and supported, is also installed and enabled by default. CCE doesn't support IPv6. This problem can be resolved by disabling IPv6 using Windows Registry. This section describes steps to disable IPv6: 1) Open Registry Editor (regedit). 2) Navigate to the following registry key branch:hkey_local_machine\system\currentcontrolset\services\tcpip6\parameters\ 3)Create the following registry value (DWORD type):disabledcomponents. Note that the name must be exactly as shown, including capitalization. DisabledComponents is set to 0 by default. 4)To disable IPv6 support globally on all interface, set the value data for DisabledComponents to 000000FF, or simply FF. 5)Restart the computer for changes to take effect. 6)To revert and enable IPv6, delete DisabledComponents registry key or set its registry value to 0. Note: Administrator rights are required to make changes in windows registry. 4.6. Issue 13442 Configuration Server Issue When you start Configuration Manager for the first time and try to close it, the system displays the Microsoft Management Console (MMC) dialog box. The MMC dialog box ask you to save the snap-in console file to Microsot Management Console (MMC) version 3.0 format. Click Yes to save the file in the 3.0 version format. After you save the file, the system does not display the MMC dialog box next time when you close Configuration Manager. CCE 5.0 Service Pack1 December 2010 26

4.7. Issue 13833 Total Call Counter set the Total Agent Available Counter is Incorrect The agents available counter is not set properly in Wallboard if a new call arrives on a station that is not monitored. So workaround is to get this value correctly, add all devices (stations) in the ini file of IDS voice and presence server for monitoring. 4.8. Issue 13898 - ACD Calls (Agent Attendance Report), Calls Answered (Agent Split/Skill Report) and Answered Calls (Agent Summary Report) The following definition overrides definitions given in CCE Reporting User Guide. ACD Calls: The total number of inbound split/skill, ACD, direct agent and direct station calls answered by the agent. Calls Answered: The number of inbound split/skill and ACD calls that were answered by the agent. Answered Calls: The total number of inbound split/skill, ACD, direct agent and direct station calls answered by the agent. For inbound direct calls, if we make call to agent id directly rather than agent station then call considered as ACD call if in CM s class of restriction parameter "Direct Agent Calling" set to yes. In that case Direct Agent Inbound call counted as a call parameter in Agent Split/Skill Report. 4.9. Issue 13865 Last Agent State The "lastagentstate" counter in presence gives the time interval since the agent has been monitored.this counter starts from 00.00.00 in the format hh.mm.ss when the monitoring starts. 4.10. Issue 13251 Display Proper Language in Notification by Using Rules Plug-In The Notify window does not display the non-english text (if fetched through SQL query) correctly if you have not correctly set the collation in the SQL database for the language in which you have installed Contact Center Express application. 4.11. Issue 13851 - Split Skill Report - No Statistics for Transfers and Assists The following definition overrides definitions given in CCE Reporting User Guide Page Number: 63 on CCE Reporting Guide 5.0. "The Split/Skill report shows the calls handled, agent time and holds for each agent in a particular Split/skill. CCE 5.0 Service Pack1 December 2010 27

4.12. Issue 13468 - CCE Desktop is not Getting Uninstalled Completely CCE Desktop works properly after upgrading to 5.0 Service Pack 1. However in case if you try to uninstall it for some reason, Media Proxy service does not get uninstalled completely. This problem is not seen for a fresh installation. If you face this problem, you need to install CCE Desktop in the same location as that of previous installation. This updates Media proxy service properly and CCE Desktop works fine. 4.13. Issue 12972 When ASMSControl grows bigger and has serveral data DB, store procedure getassociatedatasets is slow to response When ASMSControl is getting bigger and has serveral data DB, stored procedure getassociatedatasets is slow to response. Stored procedure StoreInteractionClosed/Created (sometimes) also takes long to process. 4.14. Issue 13880 Correction to Email Media Store User Guide In section, How does Email Media Store Work?, the 4th step Checks for priority customer status is no more carried out while processing the emails by email media store. 4.15. Issue 13892 - Updating Rules Section in ini File of CCE Desktop While editing (removing or commenting) any rules in the ini file of CCE Desktop, please ensure that all rules are numbered consecutively, otherwise the rules may not be displayed correctly in the Rules plug-in. 4.16. Issue 13925 CCE Desktop is not getting upgraded properly on Windows Vista When CCE Desktop is upgraded from CCE 5.0 to CCE 5.0 Service Pack1on Windows Vista, Media Proxy service does not come up and hence CCE Desktop does not start. To resolve the issue install AS Media Proxy from CCE 5.0 install software. After installation, ensure that the As Media Proxy service is up and running by using Services.msc. Now bring up CCE Desktop. 5. Additional Information 5.1. Issue 13378 - IDS-V&P Fail to Monitor Devices When AES-CM Link goes down and comes up The fix for this issue is twofold. Earlier CCE used to ignore the SS_ENABLED value returned in csta_sysstat message. Now CCE checks this value and replaces monitors appropriately. This fix is dependent on a AES fix. There was an issue with earlier versions of AES where csta_sysstat message was not sent to CCE. This issue is fixed in AES 4.2.4. The AES version required is 4.2.4 CCE 5.0 Service Pack1 December 2010 28

5.2. Issue 13779 RONA Feature in Multimedia For Multimedia VDN s RONA should not be configured. CCE Media Director is designed to handle phantom calls which do not get answered. 6. Appendix 1: CCE Server Services and CCE Desktop Services 6.1. CCE Server Services Active Configuration Server AS AOL-ICQ Instant Messenger Gateway AS Application Management Director AS Call Routing Server AS Communicator Gateway AS Email Media Store AS Interaction Data Server - Multimedia AS Interaction Data Server - View AS Interaction Data Server - Voice and Presence AS License Director AS Media Director AS MSN Messenger Gateway AS Preview Contact Media Store AS Simple Messaging Media Store AS SMS Gateway AS Task Director AS Virtual Agent AS Voice Media Store AS Web Chat Gateway AS XML Server AS XMPP Gateway Avaya Call Recording Config Service Avaya Trace Server Avaya Voice Portal Config Service 6.2. CCE Desktop (Client) Services AS Media Proxy Service CCE 5.0 Service Pack1 December 2010 29