TABLE OF CONTENTS 1. CHANGE HISTORY PURPOSE CMS 16.3 R CMS 16.3 R CMS 16.3 R CMS 16.3 R5...

Transcription

1 Call Management System (CMS) 16.3 R8 Issue 8.0 January 18, 2016

2 TABLE OF CONTENTS 1. CHANGE HISTORY PURPOSE CMS 16.3 R CMS SERVER 16.3 R8 BUG FIX DETAILS CMS SUPERVISOR WEB 16.3 R8 BUG FIX DETAILS CMS 16.3 R CMS SERVER 16.3 R7 BUG FIX DETAILS CMS WEB CLIENT 16.3 R7 BUG FIX DETAILS CMS SUPERVISOR WEB 16.3 R7 BUG FIX DETAILS CMS 16.3 R CMS SERVER 16.3 R6 BUG FIX DETAILS CMS 16.3 R CMS SERVER 16.3 R5 SPARC FIRMWARE LEVELS CMS SERVER 16.3 R5 BUG FIX DETAILS CMS PC CLIENT 16.3 R5 BUG FIX DETAILS CMS 16.3 R CMS 16.3 R4 BUG FIX DETAILS CMS 16.3 R CMS SERVER 16.3 R3 FUNCTIONALITY CMS SERVER 16.3 R3 BUG FIX DETAILS... 8 January 18,

3 8.3. CMS PC CLIENT 16.3 R3 BUG FIX DETAILS CMS SUPERVISOR WEB 16.3 R3 BUG FIX DETAILS CMS DOCUMENTATION 16.3 R3 BUG FIX DETAILS CMS 16.3 R CMS SERVER 16.3 R2 BUG FIX DETAILS CMS PC CLIENT 16.3 R2 BUG FIX DETAILS CMS SUPERVISOR WEB 16.3 R2 BUG FIX DETAILS CMS DOCUMENTATION 16.3 R2 BUG FIX DETAILS KNOWN ISSUES RUSSIAN TIMEZONE CHANGES... ERROR! BOOKMARK NOT DEFINED. 1. CHANGE HISTORY Issue Number Date Comment 1.0 June 2, 2013 Initial Release 6.0 June 11, 2014 Update for R16.3 R6 7.0 February 9, 2015 Update for R16.3 R7 8.0 January 18, 2016 Update for R16.3 R8 2. PURPOSE The release notes provide information about the GA version of the Call Management System (CMS) R16.3 Maintenance Release 8 software. should be used in conjunction with Product Correction Notice (PCN) 1711P supplement 13. This documentation can be viewed for upgrade changes, known issues and relevant solutions. The following table describes the release details: Comcode Qty_ Description CMS R16.3 Software DVD SPARC Load r16.3fb.b includes CMS Webclient cmsweb16.3pc.p CMS R16.3 Software DVD x86 Load r16.3fb.b includes CMS Webclient cmsweb16.3pc.p January 18,

4 Copies of CMS Supervisor PC Client, Terminal Emulator and Network Reporting are available for download at CMS Supervisor PC Client R18 MA_20 CMS Network Reporting R18 MA_20 Note: The CMS Supervisor R18 MA_20, Terminal Emulator R18 MA_20 and CMS Network Reporting R18 MA_20 are backward compatible with R16.3 and recommended for use. When available, the latest bug fix versions of CMS Supervisor PC Client should be used. Copies of CMS Supervisor PC Client, Terminal Emulator and Network Reporting are available for download at R16.3 versions of the desktop PC client software are minimally REQUIRED for use with CMS R16.3. The following will ship with new system orders, and is available via free software download at 3. CMS 16.3 R8 CMS 16.3 R8 is also known as R16.3 Service Pack (SP) 7. By definition, CMS 16.3 R8 includes fixes from all previous 16.3 Maintenance Releases CMS SERVER 16.3 R8 BUG FIX DETAILS The following CMS Server fixes have been added to CMS 16.3 R8: Agent Released not set correctly with a SIP refer/replace call scenario. Multi Skill Queueing with path replacement to an unmeasured trunk could bring down the link to Communication Manager. Please note that all trunks used in Call Center operations must be measured. OCW information Corrected in Real Time Report. When Service Level Maximizer on the CM makes an agent unavailable in the first skill, but leaves available in other skills, agent trace is not recorded correctly. CMS not counting Agent Release when agent hangs up on call in reserve skill CMS mis-handles ACDTIME with "reverse" conference Netbackup Changed to eliminate redundant file backups Updated preremove to remove errors when uninstalling CMS while ids is off. CMS setup now fails if backup device path and backup device type are inconsistent. In keeping with NIST guidelines and industry best practices, Avaya is rotating the security keys associated with remote maintenance access through the Access Security Gateway (ASG) CMS SUPERVISOR WEB 16.3 R8 BUG FIX DETAILS January 18,

5 The following CMS Supervisor Web fixes have been added to CMS 16.3 R8: Time zone Correction for DST in Web Client fixing - 1 hour report output difference. Update of tomcat 6 to for Security enhancements Update to allow use of in Automated Login Password 4. CMS 16.3 R7 CMS 16.3 R7 is also known as R16.3 Service Pack (SP) 6. By definition, CMS 16.3 R7 includes fixes from all previous 16.3 Maintenance Releases CMS SERVER 16.3 R7 BUG FIX DETAILS The following CMS Server fixes have been added to CMS 16.3 R7: Corrected logonstart values in the real time database Added support for no hold conferencing Corrected client pacing algorithms 4.2. CMS WEB CLIENT 16.3 R7 BUG FIX DETAILS The following CMS webclient fixes have been added to CMS 16.3 R6: Disabled SSL v3 in Tomcat for improved security 4.3. CMS SUPERVISOR WEB 16.3 R7 BUG FIX DETAILS The following CMS Supervisor PC fixes have been added to CMS R17 R4, LA_31: Added CMS Supervisor to support Windows Touch Update controller to work better when maximized on high resolution monitor Corrected Terminal Emulator Windows 7 login Japanese and Chinese Corrected Terminal Emulator hanging after Options selection Corrected Terminal Emulator screen corruption Increased the text size allowed for customized message of the day upon login Corrected client pacing to prevent slow supervisor logins 5. CMS 16.3 R6 CMS 16.3 R6 is also known as R16.3 Service Pack (SP) 5. By definition, CMS 16.3 R6 includes fixes from all previous 16.3 Maintenance Releases. January 18,

6 5.1. CMS SERVER 16.3 R6 BUG FIX DETAILS The following CMS Server fixes have been added to CMS 16.3 R6: Corrected VDN display in real time Agent Report when agent dialed directly while on an ACD call. Corrected data processing during multiple transfer and conference scenarios. Corrected Split Assignments and Move Extensions on non-eas ACDs. Corrected data processing for Service Observing disconnects on unmeasured trunks. Added defensive coding and logging for loading spatches Aligned the call history (ECH/ICH) transfer flag and the Agent Trace transfer flag in some multiple transfer scenarios. 6. CMS 16.3 R5 CMS 16.3 R5 is also known as R16.3 Service Pack (SP) 4. By definition, CMS 16.3 R5 includes fixes from all previous 16.3 Maintenance Releases CMS SERVER 16.3 R5 SPARC FIRMWARE LEVELS The latest Solaris Patches included with this load require Firmware levels for SPARC systems. To determine if your system will require a firmware upgrade, run the following command using the CMS r16.3 R5 DVD: prompt# /cdrom/cdrom0/spatches_conf If the detected firmware at a level lower than the required, the following will be seen. WARNING: System FW must be updated to accept latest Solaris patches. The FW update can be installed now if you wish. Respond to the below request with y if you wish to install FW now. This procedure will shutdown the system to apply the FW in ILOM and could take 20 minutes to complete. After minutes press the Power button to restart the system. Will take ~15 mins. to come up WARNING!! Manually bypassing this check and installing the Spatches could leave your system unusable. WARNING: Host will be powered down for automatic firmware update when download is completed. Do you want to continue(yes/no)? Select no to update the firmware at another time. Select yes to update the firmware at the current time.. As noted, this will result in a system shutdown while the FW is applied. After approximately 20 minutes the system should boot back up. If not, press the power button to restart the system. January 18,

7 After the firmware upgrade, the spatches_conf script must be run again to install the latest Solaris patches. This will require another reboot of the system. prompt# /cdrom/cdrom0/spatches_conf 6.2. CMS SERVER 16.3 R5 BUG FIX DETAILS The following CMS Server fixes have been added to CMS 16.3 R5: Corrected large configuration pumpup link failure Correctly placed cmssolasg.bin and cmssolasg.readme in /opt/cmasg/r16.3 Corrected monthly archive failures due to max value overrun. Corrected large configuration pumpup link failure Correctly placed cmssolasg.bin and cmssolasg.readme in /opt/cmasg/r16.3 Corrected transfer handling when an agent is talking with a caller. Added defensive code for Service Observed agents for message corruption. Updated for Israel Daylight Savings Time change Added ASG Installation to CMS DVD Improved CMS hardware alarming 6.3. CMS PC CLIENT 16.3 R5 BUG FIX DETAILS The following CMS Supervisor Web fixes have been added to CMS 16.3 R5: Improved CMS Supervisor Web certificate installation 7. CMS 16.3 R4 CMS 16.3 R4 is also known as R16.3 Service Pack (SP) 3. By definition, CMS 16.3 R4 includes fixes from all previous 16.3 Maintenance Releases CMS 16.3 R4 BUG FIX DETAILS The following CMS Server fixes have been added to CMS 16.3 R4: Added latest Solaris patches (see PCN) Improved modem reliability and increased call attempts for AOM Improved data integrity after Archiving Improved error handling for direct agent skill changes Corrected UNIX ownership issues after timetable task deletion Corrected chkdisk RAID functionality for multiple hardware models Corrected Ring time cumulatively tracking in External Call History (ECH) January 18,

8 Corrected agent state time for consultative transfers when agent reconnects with caller after transfer 8. CMS 16.3 R3 CMS 16.3 R3is also known as R16.3 Service Pack (SP) 2. By definition, CMS 16.3 R3 includes fixes from all previous 16.3 Maintenance Releases CMS SERVER 16.3 R3 FUNCTIONALITY CMS 16.3 R3 supports the following new features: Addition of the Oracle SPARC T4-1 platform New Software NIU for T4-1 platform Support for LTO-5 tape drive Bug fixes for CMS and CMS Supervisor 8.2. CMS SERVER 16.3 R3 BUG FIX DETAILS The following CMS Server fixes have been added to CMS 16.3 R3: Corrected the Setraid feature to detect incorrect DVDs and prompt user for the correct DVD. Corrected Netra X4270 initial administration to handle DigiPort devices. Updated SUNWexplo to Added latest Solaris patches (see PCN) CMS PC CLIENT 16.3 R3 BUG FIX DETAILS The following CMS Supervisor fixes have been added to CMS 16.3 R3: Corrected format of the Avg Connect Time field in the Historical VDN report Report (Skill) Monthly. Improved the number of simultaneous connections supported by CMS Supervisor on Citrix. Corrected VB mismatch error when using a PC with regional settings set to have, for the decimal identifier. Corrected inability to save Interactive Reports from the report selector window. Corrected the Real-time Exception log report to translate all strings when viewed in Japanese CMS SUPERVISOR WEB 16.3 R3 BUG FIX DETAILS The following CMS Supervisor Web fixes have been added to CMS 16.3 R3: Corrected reports to remove the intermittent spinning clock display. January 18,

9 Corrected CMS Supervisor Web to correctly authenticate users when server set to use MD5 authentication CMS DOCUMENTATION 16.3 R3 BUG FIX DETAILS The following CMS Documentation fixes have been added to CMS 16.3 R3: Corrected CMS Supervisor Reports "How to access reports" section. Corrected CMS Supervisor Agent Login/Logout Report documentation to state that the first 15 skills for an agent will be shown. Corrected ODBC documentation regarding ODBC client downloads and configuration. 9. CMS 16.3 R2 CMS 16.3 R2 is also known as R16.3 Service Pack (SP) 1. CMS R16.3 Service Pack 1 supports the bug fixes for CMS and CMS Supervisor CMS SERVER 16.3 R2 BUG FIX DETAILS The following CMS Server fixes have been added to CMS 16.3 R2: Added functionality to check and maintain the size of /opt/informix/cmsids.log. Corrected the crecpr tool to display data in hexadecimal format at all times instead of ACSII. Allowed larger percentage of database space to be filled before forcing single-user mode. Added latest Solaris patches (see PCN) CMS PC CLIENT 16.3 R2 BUG FIX DETAILS The following CMS Supervisor fixes have been added to CMS 16.3 R2: Corrected the date format on the Supervisor Agent real-time exception report. Corrected autoscript errors that prevented ssh logins. Corrected the Report Designer to prevent the loss of the horizontal scroll bar on the Split Skill Monthly Report. Corrected issues with the Real-Time Exception log for Japanese translations CMS SUPERVISOR WEB 16.3 R2 BUG FIX DETAILS The following CMS Supervisor Web fixes have been added to CMS 16.3 R2: Added horizontal scroll bars to Historical Agent Trace by Location, Real Time Split/Skill Top Agent, and Real Time Split/Skill reports. January 18,

10 Aligned threshold colors and values on the Real Time Agent Status by Location and Real Time Graphical Status reports. Added additional Real Time reports - Actual Relative to Target, Graphical EWT, Graphical Queue Graphical Skill Overload, and Graphical Staffing Profile reports. Added additional Historical reports- Actual Relative to Target Daily, Actual Relative to Target Interval, Graphical ASA, Graphical ASA Daily, Graphical Service Level Interval, and Graphical Skill Time Spent Daily reports. Corrected parsing and data display issues in Real Time reports - Graphical Skill Overload, Graphical Staffing Profile, and Graphical Queue reports. Corrected parsing and data display issues in Historical reports - Actual Relative to Target Daily, Historical Actual Relative to Target Interval, and VDN Multi-ACD Inflow, and Daily/Interval/Monthly/Weekly reports. Corrected report timeout issue during low report refresh intervals CMS DOCUMENTATION 16.3 R2 BUG FIX DETAILS The following CMS Documentation fixes have been added to CMS 16.3 R2: Modified instructions for USB Backups in the Software Installation Maintenance and Troubleshooting document. 10. KNOWN ISSUES N/A January 18,