MiContact Center Business for MiVoice Office 400 and 5000 Release Notes Release 8.1.3.0 July 2017
About this document This RN (Release Note) is intended for Customer Service and Installation Personnel involved in the installation and maintenance of the Mitel Contact Center Business. NOTICE The information contained in this document is believed to be accurate in all respects but is not warranted by Mitel Networks Corporation. The information is subjected to change without notice and should not be construed in any way as a commitment by Mitel or any of its affiliates or subsidiaries. Mitel and its affiliates and subsidiaries assume no responsibility for any errors or omissions in this document. Revisions of this document or new editions of it may be issued to incorporate changes. MiContact Center Business Release 8.1.3.0 July 2017, Trademark of Mitel Networks Corporation Copyright 2017, Mitel Networks Corporation All rights reserved
Table of Contents Release Notes for MiContact Center Business 8.1.3.0... 1 Essential installation and upgrade information for MiContact Center Business 8.1.3.0... 2 To back up telephone system and configuration data... 2 To download MiContact Center software... 2 Compatibility considerations... 3 Where to find the latest information... 4 Product areas improved in this release... 5 Contact Center Management... 5 Ignite... 5 Installations and Upgrades... 6 IVR Routing... 6 Multimedia... 7 Reporting... 8 Wallboarder... 8 YourSite Explorer... 8 Known issues... 10 Contact Center Management... 10 Ignite... 11 Reporting... 12 Release over release statistical changes... 13
Release Notes for MiContact Center Business 8.1.3.0 This document describes the following components related to MiContact Center Business Version 8.1.3.0: Product enhancements and functional changes Essential installation and upgrade information for MiContact Center Business Version 8.1.3.0 Where to find the latest information Product areas improved in this release Known issues Fixes not included in MiContact Center Version 8.1.3.0 Release over release statistical modifications Product areas improved in previous 8.1.X.X releases Release over release statistical modifications in previous 8.1.X.X releases We strongly recommend you review the pre-installation instructions found in the MiContact Center Installation and Administration Guide and the hardware and software requirements found in the MiContact Center and Business Reporter System Engineering Guide before downloading, installing, or upgrading your software.
Essential installation and upgrade information for MiContact Center Business 8.1.3.0 Before upgrading, we recommend you create a backup of your configuration and telephone system data. This provides data protection in case there are unexpected issues while upgrading from one version of Contact Center Solutions to another. You will require 15 GB of free hard drive space to perform the upgrade. If you are performing an offline upgrade, then you will need to migrate your license ahead of time by logging into AMC, and updating the Software Version dropdown menu. Then you will need to manually sign your CCMv5.dlsc file, and copy the newly signed file back into the installation folder. To back up telephone system and configuration data 1. In Contact Center Client, click Tools=>Management. 2. In Management Console, click Configuration=>Back up/restore configuration data. 3. Select Back up and click Next. 4. Next to Save, click the drop-down button and select Save as. 5. Select a location to save the file and click Save. 6. Close the View Downloads window and, in the Backup and Restore Wizard, click Finish. A.zip file is created that contains an XML file with the entire configuration. The file size will vary depending on the amount of data that needs to be backed up. This.zip file name contains the date on which the file was created. For example, a backup file created on June 24, 2013 will contain 20130624. To download MiContact Center software 1. Log on to the Enterprise Server with a Windows administrator account. The account must have full administrative privileges. 2. Ensure all of the Windows programs are closed. 3. Using a web browser browse to http://www.mitel.com. 4. Click Login. 5. Type your Mitel Online Username and Password and click Login. 6. Click Knowledge Management System. 7. Search for Release Notes and Downloads MiContact Center Business Version 8.1.3.0. 8. To download MiContact Center software, scroll to the bottom of the release notes article. 9. Click the link of the version of 8.1 you want to download and save it to a secure location. 10. Double-click the file to begin the installation. We no longer provide a separate Offline Package, as all the pre-requisite components are now packaged into the main installer. The Enterprise Server and clients must use the same version of MiContact Center. After updating the Enterprise Server with the current release, all clients in your contact center must also be updated. Client
updates in Version 8.1.3.0 are approximately 226 MB. For information on the estimated bandwidth costs for updating clients, see the MiContact Center and Business Reporter System Engineering Guide. NOTE: If restoring a backup to a server with a different IP address, you must remember to configure the FreeSwitch configuration file [InstallDir]/Services/FreeSwitch/conf/autoload_configs/acl.conf.xml. Compatibility considerations Before upgrading third-party software applications, confirm the application is supported for integration with your version of MiContact Center Business Reporter/Call Accounting. For information concerning support for third-party software applications, see the MiContact Center and Business Reporter System Engineering Guide. As a best practice, we recommend you stay up to date with the most current releases of the Mitel telephone systems you use in your business. The following table details support for Mitel telephone systems by version. For complete details on the features and functionality supported by each telephone system, see the "Mitel telephone platforms" table in the MiContact Center and Business Reporter System Engineering Guide which can be found at http://edocs.mitel.com. Product Compatible Versions MiVoice Office 400 4.1, 4.2, and 5.0 MiVoice 5000 6.3, 6.2 SP2, 6.2 SP1, and 6.3 BluStar 7.3.0 build 103, and 201 MiCollab 7.3, 7.2.2, 7.2.1, 7.3 PR2 Windows 10, 8.1, 8, 7, 2008 R2, 2012, 2012 R2, 2016 Microsoft SQL Server 2014, 2012, 2016 Microsoft Hyper-V Windows Server 2008 R2, 2012, 2012 R2, 2016 VMWare ESX 6.0, 5.5 VMWare View 6.1 Citrix XenApp/XenDesktop 7.7 Nuance 6.0 Microsoft CRM 2013
Where to find the latest information You can access the most up-to-date versions of the following documents from our website at http://edocs.mitel.com MiContact Center, Business Reporter, and Call Accounting documentation: MiContact Center User Guide Business Reporter User Guide MiContact Center Installation and Administration Guide Business Reporter Installation Guide MiContact Center Site-Based Security (Multi-tenant) Administration Guide MiContact Center Deployment Guide Contact Center Blueprint Multimedia Contact Center Installation and Deployment Guide MiContact Center and Business Reporter System Engineering Guide MiContact Center Contact Center Reports Guide MiContact Center Workgroup Reports Guide Business Reporter and Call Accounting Reports Guide NOTE: There is now a section for documentation related to MiContact Center Business for MiVoice Business, and for SIP. Please select the documentation for your telephony solution. For answers to the latest frequently asked questions, troubleshooting information, and post-release hot fixes, see the Mitel Knowledge Base at https://connect.mitel.com and select the Knowledge Management System.
Product areas improved in this release The following fixes were included in this release: Contact Center Management 377668 In rare cases a race condition after nightly maintenance resulted in call routing not functioning at start of day. 377670 When the system received an anonymous call, users were unable to perform hold or retrieve actions. 377675 If a caller abandoned while the routing engine is sending the call to an agent, no further calls would be routed to that agent. 379638 Transferring a call to a hunt group (ring all) was resulting in the call becoming stuck in all ringing employees inboxes. 387014 Music On Hold was not playing unless a play activity executed first. 388597 If an agent rejected a retrieve hold callback, they were then unable to manually retrieve the call from hold. 388704 Improved logging was added to the Enterprise Server service in order to facilitate easier troubleshooting of resource and performance issues. 399485 After restarting the MiContact Center server, the Enterprise Server service could become stuck in a loop. Ignite 383791 A UTC time error from the MiCCSDK prevented searching in Web Ignite 386584 Web Ignite was showing an unknown agent status, and users could not modify their Agent Group Presence settings. Desktop Ignite and Contact Center Client worked correctly. 389474 Intermittently Ignite would lose the ability to remove hold. 392742 Web Ignite became unresponsive after the MiCCSDK attempted to process a call where we had not received the CallCleared event.
393055 393056 When an agent selected an email in Ignite it could take 30 to 40 seconds to display the email, When an agent then hit Reply, the content would be missing. 399282 Web Ignite was becoming slow, then disconnecting due to MiCCSDK not releasing memory reliably. 399593 A security role which filtered real-time monitors would also prevent access to classification codes in Ignite. 400261 Intermittently Ignite would be unable to transfer a call immediately after a consultation was merged. 402368 402369 Calls in Web Ignite become stuck in a work timer state. Installations and Upgrades 392384 Offline installation failed as installer attempted online update of ElasticSearch plugins. 392536 Installation error reporting Updating ElasticSearch cluster name when no cluster was configured. IVR Routing 377988 Subroutines were not executing within the media workflow. 388986 In an SSL environment, changes to workflow configuration were not synchronizing with remote IVR servers. 389473 Inside the media workflow users could not use a Make Call activity to an external number which then transferred to a queue. The call was dropped. 389477 Callbacks placed to numbers in the region of France did not dial correctly. 399843 The MiCCSDK would time out when being queried during a primary IVR failure, while a secondary IVR server was still active.
399896 The ScreenPopOnRinging feature was sending the URL to the agent when the call was released instead of the beginning of the call. Multimedia 383013 A formatting error in email caused Ignite to become unresponsive. 383791 A UTC time error from the MiCCSDK prevented searching in Web Ignite 386724 Intermittently agents were receiving blank chat screens in Ignite 388202 Spellcheck for the Norwegian language was not functioning due to missing special characters (ø,æ,å) 388579 A configuration setting has been added to the Routing Media service to control whether an email can be sent back to its own queue. By default this behavior is blocked to prevent routing loops. Configuration is a true/false: EmailWorkflowHandler_AllowSameDestinationAsOriginator 392426 Some emails which were marked NoReply were appearing in the FailedRoute folder. 392432 After updating Java, the ElasticSearch was no longer functioning. 392728 After an SMS routing error due to configuration, all subsequent SMS to same number were misrouted as well with no clear notification. Moving forward we will log the failed route better in order to prevent messages being lost. 393153 When email routing back to the originating queue is prevented, if you configured a routing failure email activity back to the queue as well, this resulted in a loop generating new emails until the workflow is stopped. 393278 After an ElasticSearch service failure, some emails were lost from the system. They will now be picked up by an audit and restored to the system after the ElasticSearch recovers. 393316 The CCMRouting database could grow excessively as a result of NoReply within a workflow, or external transfer of email not clearing from the database. 393317 If a multimedia item ticket number starts with the characters not (not casesensitive), ElasticSearch registers it as a protected keyword and the email was sent to FailedRoute as a result.
393318 Intermittently messages would be sent to a FailedRoute state in error after an agent declines the email, then tries to pick & reply the same message. Reporting 364092 Users were unable to delete contacts in CCMWeb if that contact was associated to any reporting schedule. 377667 Intermittently account codes were not being reported 377807 On Agent Chart reports internal transfers would be pegged as both Transfer In and Transfer Out. 388753 Call counts were not lining up when comparing Agent Group By Account Code and Agent Group By Period reports. From the raw data, these should have returned the same values in this case. 392627 Media Server Connection Concurrency reports would double peg when the InQueue workflow reached a HangUp activity. Wallboarder 383338 After upgrade to 8.0, security roles could not allow configuration of Wallboarder without also adding device configuration permissions. YourSite Explorer 383236 On an IVR server with multiple network interface cards users were unable to reconfigure which one to bind to. The setting would appear to save but if you refresh, it would revert to the default value. 386325 YourSite Explorer will not allow an employee email address to contain an apostrophe.
386597 When creating a new multimedia queue by copying and pasting from an existing one, users were unable to save a queue signature. 388199 When the server operating system is configured for French language, users were unable to add a signature to a multimedia queue. 388752 When adding RADs to a queue in YourSite Explorer, users encountered an error when searching for a specific number.
Known issues The following section describes known issues in Version 8.1.3.0. Contact Center Management 361811 If using the MiVoice Office 400 call platform, if an agent invites the IVR into a call with the end customer, and the agent enters DTMF digits into the IVR, the digits may be doubled. Workaround: the agent can instruct the end customer to enter the DTMF digits instead as this will work correctly. 364001 If you have over 350 calls waiting in queue, the music on hold may not be heard by new callers entering the queue for a significant period of time. 364802 If you are restoring a backup configuration file that is different from the current configuration of the system, the backup will restore successfully, however, a restart of the Media Router service on the system may be required before the system will be operational. Workaround: After restoring a backup configuration file, it is recommended that you restart the Media Router service. 381562 If a voice call in queue is transferred to an unavailable agent, the agent will be placed into an ACD state, instead of non-acd. 383365 When performing a consultation call in Ignite, the remove hold button appears before the caller is actually on hold and causes issues if pressed too quickly. Workaround: The agent must ensure the caller is on hold before attempting to remove hold. 383762 If an employee does a consultative call to a second employee but hangs up before the second employee has a chance to answer, and the second employee calls the first employee back, the first employee cannot retrieve the caller by pressing remove hold. 388149 On a MiVoice Office 400 if an employee receives an ACD call, uses the phone to consult with a second employee, uses the phone to swap back to the caller, then attempts to use Ignite to swap back then the Remove Hold button will not function. Workaround: To work around this issue use either the phone or Ignite exclusively during the call, not both.
388207 Merge action is allowed during for a very brief time during a consultative call before it has been answered. If the merge is done, the original caller may be lost. Workaround: do not attempt to merge the call prior to it being answered. 400076 When using a MiVoice Office 400 media server and either 5370ip or 380ip phones, if an employee is already on a call and uses the New Call button in Ignite to call an IVR endpoint they will not be able to enter DTMF digits. 401794 When saving a support package the RDL files for any flexible reports configured will not be included automatically. If these will be needed for troubleshooting you must add them at the additional files step. 401941 If an employee using a 6769i phone hangs up while on hold with another employee on the same media server, there will be a 15 to 30 second delay before new calls can be routed to them. Ignite 359912 Incorrect outbound time in Ignite may be displayed if the employee is on a long consultation call and the outside customer hangs up. 365881 When an agent records an agent greeting message, the greeting may not appear in Ignite until the Media Router service is restarted. Workaround: After an agent records and agent greeting, it is recommended that the Media Router service is restarted. 377911 If an agent invites a queue when there are no agents idle, there is no way for the Ignite employee to cancel the invite and end the queued call without waiting for an agent to answer. Workaround: Currently, the agent must wait for an agent to become available in the second queue. Alternatively, the agent can blind transfer the customer to the second queue. 383243 Ignite work timer display resets to maximum value if a non-acd call Is answered by the user, or the user makes an outbound call.
Reporting 381754 In certain supervised transfer scenarios, it s possible for an agent to be incorrectly pegged with additional non-acd time and less outbound time in employee performance by period report. 381757 When a call is diverted to a queue, and then interflowed to a different queue, the ACD time could be inflated on the call in an employee performance report.
Release over release statistical changes The following statistical changes occur when upgrading from Version 8.1.0.1 to Version 8.1.3.0. 381681 : Calls interflowing from one queue to another were not pegging the interflow against the DNIS. Affected Reports: DNIS Performance reports 383253 : Internal ACD Call, with a consultation by the caller to a second ACD Agent, shows the call retrieve of the first agent as a second call. ACD Duration, ACD Hold Count and ACD Duration may change. Affected Reports: Agent Performance reports Employee Performance reports Employee Group by Employee DNIS Performance reports Queue Performance reports Queue Spectrum reports 383255 388597 : While correcting an issue with failures to retrieve held calls after consultation, the hold duration logic was updated. The Hold Non-ACD statistic may increase. Affected Reports: Agent Performance Chart 386575 : A Requeued call where the caller abandons, would over peg the Time to Abandon Affected Reports: Agent Performance reports DNIS Performance reports Queue Performance reports Queue Abandon Spectrum reports
388639 381681 : Request Help from Ignite and Interflow were not crediting against the DNIS Affected Reports: DNIS Performance reports 383210 : On a blind transfer of An ACD call, the caller was remaining on hold at agent 1. As a result, hold times may decrease. Affected Reports: Account Code Performance reports Agent (Group) by Account Code Agent Performance Reports Employee Performance reports Queue Performance reports DNIS Performance reports Queue Spectrum reports 400141 : An ACD call which is supervised transferred to a second employee using Ignite, was inaccurately crediting the queue. Affected Reports: DNIS Performance reports Queue Performance reports 400214 400216 : Incorrect overriding states were determined during a conference invite. Call durations and Hold times may change. Affected Reports: Agent Performance reports Employee Performance reports