ShoreTel Contact Center Version Software Notice

Transcription

1 ShoreTel Contact Center Version Software Notice Overview Release is a build of the ShoreTel Contact Center. This build provides additional fixes for the release. You must install or be running version before upgrading to version Refer to the ShoreTel Contact Center Administration Guide for details on features. Upgrades The following upgrade paths are supported for this release: ShoreTel Contact Center build and greater. Note: Any active calls will be terminated during the upgrade process. Upgrades from builds earlier than are not supported. You must upgrade to version before applying the update. All Agent (client applications) and Supervisor applications MUST be upgraded to the new release. Shortcuts are no longer installed on the desktop for server, supervisor, and agent installs Older desktop shortcuts should be removed as they will link incorrect location for targets Terminal service install should not require modifications to the registries nor should the shortcut require modifications. Added functionality for this build includes the ability to manage agent release/resume states from the Supervisor agent login interface as well as a force release state when the agent is in DND modes. Upgrade Instructions Upgrading From Versions earlier than Before you install version make sure you have the system s IP Address, Host Name, and a administrative login and password for the Windows server. You will be prompted for this information during the upgrade. 1. Download the zip file and extract the contents into a common folder. Note: Since the same files are used to Install all Contact Center systems (server, supervisor, call agents), ShoreTel recommends unzipping the files into a public drive that is accessible to all systems that require an update. 2. On the Contact Center server, open the Shoreline Contact Center Server Software and select Stop Contact Center.

2 Note: Upgrades cannot be performed using Windows Terminal Server or Windows Remote Desktop. 3. Navigate to the location in which the Contact Center build install files (Install Directory) were extracted and double click on Setup.exe. 4. Follow the prompts, and reboot the server when directed. 5. For Contact Center Supervisor PC s, and agent PC s, Navigate to the location in which the Contact Center build upgrade files (Install Directory) were extracted and double click on Setup.exe. 6. Follow the prompts and reboot when directed. Upgrading From , , or Download the zip file and extract the contents into a common folder. Note: Since the same files are used to upgrade all Contact Center systems (server, supervisor, call agents), ShoreTel recommends unzipping the files into a public drive that is accessible to all systems that require an update. 2. On the Contact Center server, open the Shoreline Contact Center Server Software and select Stop Contact Center. Note: Upgrades cannot be performed using Windows Terminal Server or Windows Remote Desktop. 3. Navigate to the location in which the Contact Center build upgrade files were extracted and double click on Setup.exe. 4. Follow the prompts, and reboot the server when directed. 5. For Contact Center Supervisor PC s, and agent PC s, Navigate to the location in which the Contact Center build upgrade files were extracted and double click on Setup.exe. 6. Follow the prompts and reboot when directed. Notes Build Date: January 12, 2006 Engineering Build Number: Contact Center Server Software Version: (View in Contact Center Director Help - About) Contact Center Agent Manager Software Version: Contact Center Agent Software Version: Product Defects Corrected Version PBX interface 12/20/2005 Contact Center fails after upgrading to PBX interface 10/13/2005 Installer reports incorrect OS version SL Documentation 2/4/2004 Contact Center Planning and Install Guide lists incorrect server CPU requirements.

3 SL PBX interface 9/19/2003 Dialing IVR route point causes audio failures Real-Time monitor System can t restart, SBR Debug error The synchronous SELECT API buffer was limited to 8 Kbytes*10 results. Limit set to 8K* PBX interface Misbehavior when last agent of a conference call hang-up Scenario: Agent1 calls Agent2. Agent2 establish conference with Agent3. Agent3 hang-up. This operation; instead of dropping Agent3 (as it should), drop Agent2 (Agent1 can be an unmonitored device) IVR Module Announce 'digit by digit' not functioning for Spanish Announce 'digit by digit' is not functioning when language is set to Spanish Version PBX interface Jul Exceptions in Routing thread: Calls accumulate on a device in alerting and when the device logs off; the Routing catches an exception PBX interface Aug Thread 'SBR_WRK' caught NT exception logged Real-Time monitor Sep Closing the about window in agent manager also closes agent manager window PBX interface Sep Calls still goes to fallback: Calls presented to the Epic application fail to be answered when the HQ server is down Sep Agent is in Outbound Callback states of call but report as Release: Scenario: Agent is in Release state. A call is entered and leaves a callback request. This call appears as 'queued call' in the ACD Calls window. The agent perform pick-up to this call. All the states: Reserved; Ring; OACD and Wrap are ignored. The Agent continues to report Release state Routing Agent state mismatch. an agent in an ACD call is shown as idle: Scenario: an agent, while in an ACD activity presses the release button. After the ACD activity ends, while in wrap, makes (or receives) a non-acd call. While in the non-acd call, presses the resume Routing Agent can t be logged-out using the Administration or the Login Manager: While agent is handling changes in the administration with his groups list, he should not consider as an idle agent who is ready to receive calls. This works fine from the agent side (if an agent become idle and he need to handle with changes in admin, the agent will wait until he receive the agent groups reply) but from the call side, if a call was overflowed to a group which the agent is currently logged in before the agent receive his groups reply, the agent will considered as idle agent and the Routing will route the call to him PBX interface

4 CFWD All on Agent Station disorders Call Center activity: If a user changes his call-handling mode to forward calls to VM directly, all ACD calls ringing that extension will forward to VM as well. The supervisor software has no indication that this is happening. The supervisor has no notification that the phone has changed call-handling mode. The way to solve it is to identify the sequence of events that happens in this scenario and to send a 'Device Status' event with a specific code that the Routing will use it to release the agent IVR ports show ACD or Error state for long time: If new IVR ports were defined during work (which is ok) and those new ports defined as part of IVR group than the reports on this 'new' group will show Long ACD and Error states on the ports although everything works properly Routing SQL Execute action that uses Call Profile values assignments ignores specific fields values: The Call Profile name as defined now are case-sensitive so when using 'C' instead of 'c' as fieldname the information from the CP fields will be ignored. System CTS management Lock device error message during system initialization: Consider delaying the search for the plug for a later stage; because we cannot control the pace on which the plug drivers become operational Routing Many agents stuck in Wrap state: It happens for agents that are logged in to one group only. After deleting a group from the administration; those agents that were dealing with ACD calls were stuck in wrap after they finish their calls; even though they were not logged in to the deleted group PBX interface TapiTwave.EXE (PBX interface) disappears System management System is not functioning: If a backup stuck; the System management stuck and causes to the system to stop functioning. System management Sometimes the server stuck while loading: The timeout value of waiting for one of the process to load was enlarged. System management New log file introduced: NET on the server creates new log file. The file is net_server.log and in it, registering all connect / disconnect activity on both agent and server side Routing Exceptions in SBR_TH2 thread. Database upgrade The second time (and on) a fix is installed on a system, the version in the DB will remain as the first fix installed The reason is that in the first time a fix is installed, the upgrade process does not fix the version in ecc_clr.db but only in clr_db\ecc.db. The next time an install is done, the upgrade ignores the clr_db\ecc.db and uses only the ecc_clr.db which has wrong version System management

5 Idle process disappears: Resolution(s): Idle process should be protected from BSW events. Supervisor process should restart only the Idle in case of Idle disappears PBX interface Exceptions in Routing : Tapitwave did not completely filter the message from ShoreTel to PBX interface and as a result the PBX interface received messages it did not know how to handle and caught an exception. The following defects were corrected in Routing ShoreTel Mar ACD calls fail to route to agent after performing conference: Place inbound ACD call answered by monitored device. Agent is shown in ACD call. Perform a conference to any other non-monitored device. Drop the third leg of the conference and notice that agent toolbar has an indication that there is a call on hold. Drop all call and agent toolbar remains with a call on hold indication, no calls are on active hold, and Contact Center will not offer calls to the monitored device Routing Mar Agent is shown as Idle state when in active ACD call: Place inbound ACD call answered by monitored device. Agent is shown in ACD call. Perform a conference to another ACD group monitored device, both agents are shown in ACD call. Drop the third leg of the conference and notice that both agents are now in Idle state even though the first monitored device is still connected in ACD call PBX interface Feb Sometimes Digit collection fails to recognize DTMF: Extended Description: Created menus based the call routing by digits received. Place call into menu (1 would route call to service and 2 routes call to CB menu). Inbound caller presses 1 or 2 and the call fails to be transferred to the configured destination. Calls disconnect on time out and fail to be routed by digit collection Logging Sys. Exception occurs in the Logging System interface: When doing multiple finds in logging system, after a while the logging system interface catches an exception. There is a limit of 10 "recent finds" in the Find dialog box, but it allowed more. After a while, too many recants were added, and the application terminates PBX interface Long delay before IVR port plays audio: Scenario: Created two scripts that plays file -> waits 1 second ->transfer Configured two IRNs with the destination of each of the scripts in order to create loop. Placed calls into the IRN to start loop. It is noticed that there were several instances where the IVR port seemed to be stuck in play file for periods of time. The caller must put the call on hold and retrieved in order for the problem to occur PBX interface Mar TapiTwave.EXE caught an Application error during network interface disconnections: After several disconnect and reconnect of the network interface, TapiTwave.EXE generates an application error and stops responding. The interface waits for MANUAL termination of a user. It has been seen that the Handle count increases each time the network interface reconnects Real-Time Sep Agent get stuck in Wrap state: Scenario: Agent gets an ACD call. Afterward he gets an INC call (2nd call) and answer. The ACD caller hang-up. The Agent is in INC call but Real-Time shows Wrap state even after hanging-up the INC call Routing

6 Exception in the Routing : Something with agent that creates a conference while he has 3 calls (maybe barge in by unmonitored device) PBX interface Call is displayed as Ring while in ACD call: An external ACD call was answered and then transferred to an agent. The agent answers the call and all the time during the call was displayed as Ring. Incoming call from external trunk, the ANI entered as the device in the call. As a result, unsupervised transfer to monitored device left transferred-to device alerting PBX interface CTS The system does not handle correctly far side connect (Established): This issue is actually caused by a bug where the ANI enters as part of the call instead of the trunk. ANI would sometimes enter calls, depending on when and how messages would arrive. This is now fixed Administration Configured agent icons were lost after logout from supervisor client: Scenario: From the supervisor, open agent toolbar, Contact center reports, and contact center director. Logged off from the contact center reports client closed all open applications. Next time the agent toolbar was opened, all of the configured icons were missing from the UI. After the log off from the Contact center reports, opening the agent tool bar resulted in just 'Agent tool bar setup', 'Log into primary groups', 'Release/resume', and 'Ready' icons visible on the agent tool bar Administration Configured agent icons shows four buttons only: Agent appears with minimal toolbar buttons (four basic buttons) and changes to the toolbar are not saved. The reason is that the agent number was defined with spaces at the end of the agent number Exception occurs in the : Happens when an Anonymous extension transfers a call (primary call unknown) to agent Agents sometimes get stuck in Wrap-Up state: When an unmonitored analog phone transfers a call (ACD) to an agent, when the transfer completes the transfer message sent to the Routing is incorrect and as a result the gets messed up. This is made worst when later an Establish event arrives with the joining and caller set as the same device Calls are directed to agents whose phones were disconnected from the network: The system ignores the message that specifies a phone was disconnected from the network. As a result, we keep routing calls to the agent Agent UI Mar Agent does not reconnect properly to the server: Sometimes Agent gets the following dialog messages: "Agent number is already in use" or "Sending Login info... Please wait" (permanently) after reactivating the server. The Agent user must restart the application since the connections attempt actually failed Routing Mar Idle agent while there are calls in queue: A change made in Group order list with an Agent in ACD activity (ACD, Ring or Wrap states), the change for that Agent is delayed. When Agent s ACD activity ends, the system gets the group agent s data from database and if any queued calls in one of this agent s groups queues, this agent will not receive the call (if idle) Reader board Mar Exception in Reader Board Engine : Scenario: Define a popup scenario that wipes out the normal scenario while there is no normal scenario defined at all.

7 May Exception in the : Group number in Administration application was able to have spaces, which cause undesired behavior to the statistics Real-Time Jul Wrong Agent state: Scenario: An agent is in ACD call activates Release. A NACD call enters the agent's extension. The agent disconnects the ACD call; his state is changed to OUT (should be INC). The agent answers the NACD call, his state is changed to Inc and immediately after to Release - should be INC+RLS. CRM integration Aug Duplication of DDE OnConnected event: Agent UI / DDE interface sends OnConnected event 3 times. The first time is missing some of the Call Profile information Real-Time Sep Agent shows Release state instead of Idle state: Scenario: Agent is in Release. An ACD goes into the Queue. The Agent pickup the call using the Queue calls window. Real-Time shows the Agent in INC+RLS (instead of ACD). The Agent press Resume but nothing happens on its toolbar. He press again the Resume and the button change its state to Resume. The call ends. Real-Time shows the Agent in Release state (after Wrap ends) instead of showing Idle. Historical Reports Nov Formula Editor can t use the DNIS entity for creating new columns: The DNIS entity for creating new formulas can t be selected from the entity drop down list. As a consequence; DNIS formulas can t be created Real-Time Nov Agent shows ACD state while in NACD call: Scenario: Agent get ACD call in one line and NACD call in the second line. Both of those calls are in HOLD state. The ACD call hangs up. The Agent continues to report ACD Routing Jan System does not obey to type of days rules: Changing the type of day requires (in some cases) restart to the system Mar Sometimes the process stays loaded after system deactivation: The process is now one of the first processes to be stopped during deactivation Real-Time Error in IVR Application reports: Detailed IVR application - remains empty/zero. Some fields have un-reasonable value Agent UI Transfer by Agent Id does not work: If the Agent tries to use this command button he will stay in consult state while the other Agent will report INC state. The other Agent continues to show INC state even after the call has been ended Call Control (G) Service Required fields are set to a specific service when closing the script with save: When closing the application and no changes where done, the application ask if save is required. If yes, the save set to a specific service all the Service Required fields of change Call Profile actions Agent appears in Idle state while not: Agent holds an ACD call and makes an outgoing call. The held call then recalls, and the statistics clears the ACD call Historical Reports

8 Scheduled reports are not generated: Scheduled reports are not printed during the weekend although these days are defined as working days Real-Time Group and Agent reports are not synchronized with Agents real states: During load tests we run two Real-Time Monitor clients and we saw the following: Agents are in ACD in group1 but shows Idle in group2, Agent are in ACD but shows RING etc. Not all Agents/Groups within one client shows a synchronized state AND a different state is shown while comparing two Real-Time monitor clients Recording Sys. Agent consume 100% of CPU usage: When the recording log files take 150Kb, a new file is created. When the new file is created, the agent consumes 100% of CPU usage forever Routing Agent is shown in Idle state while is actually in Release: Transfer on Ring of ACD call to a Released agent who is occupied with Non-ACD call. When the Non- ACD call is ended the agent returns to Idle instead of Release Network Agent UI disconnect from network: When the Network sends TCP/IP message it wait for an acknowledgment. After 2 seconds if no acknowledge is received, the Network close the socket. The timer seems to be too tight. It is now increased from 2 to 5 seconds IVR port stuck in ACD/Error state and very large state time while IVR port on initializing: If an IVR port changes it s state too quickly (call IRN and hang-up immediately) it will remain stuck (in Real-Time) in one of the states (ACD or ERROR). If the report is reopened, the port will appear in its correct state. If a port is in Initializing state, the time will appear junky (very large, as a result of obtaining the state time by subtracting 0 from the current time Real-Time Wrong counting of an IVR Application information: When defining two IVR Applications without end to the first one, the counting continues regarding the first one Infrastructure Enhancements to a situation were Network interface card fails: Sometimes the System is working with different IP Address than is defined in the registry, agents are functioning ok and Visors have no ODBC connection to database. The Network now identifies problems with the NIC and registers them in the Activate console window and SupInitStop.LOG file Exception occurs in the after conference to an agent: When an ACD call is conference (by one agent) to another agent that is not logged into the group of the ACD call, the catches an exception The can load the network with hundred of events in a few milliseconds: The broadcasts login and logout events using Network broadcast mechanism, which duplicates the events to all stations currently connected. This can cause an undue load, which may (or may not) explain strange things happening in large systems (where many stations are connected and agents log into many groups)

9 Max wait time in queue in Real-Time Monitor show very high values: Scenario: A call enters a queue (primary queue). It then overflows to few other queues. In one of the overflow groups, all agents logs out. An agent, that is not a member of the primary queue, answers the call Stuck call in DNIS reports: Scenario: A call entered a service with mandatory announcer and then finds that there are no available agents in the group. The service has a flag of 'use overflow groups' is on and there is at least one group with agents in it. The call is queued in the overflow group. And it is not seen as queue in the Real-Time Monitor Another agent picks-up this calls while in Release state. But shown as Idle during the call System Mgmt. When opening the wave file browse dialog, some of the files do not appear: The Call Control applications request a listing of all wave files from the server (all files with ".wav") extensions. In windows, file names are case sensitive, and so files that have been saved with ".WAV" or ".Wav" or any other case, are not retired Agent UI DDE connectivity - change in default behavior: Up till now the DDE connectivity was open by default for all Agents. Adding a new line to ETAS.INI file does the change. In the [DDE] section the first item is ActivateServer=FALSE. From now on if DDE is required, the user should update the ETAS.INI: In the [DDE] section first item is ActivateServer=TRUE. Note: If the ActivateServer line is missing the default for EPICCenter is TRUE Install procedure Enhancements to Logging system: The install will not overwrite the existing SYSLOG.INI file and to make sure that it is open in INFO state with at least the FC_PBI, FC_BCC, FC_LRL and m_ccn facilities open PBX interface Sometimes a call gets stuck on the agent toolbar and cannot be dropped: When an ACD call is transferred to an agent and is then dropped, we sometimes get an Idle message that is not 100% what we expect. As a result, the system does not clear this call Network Enhancements to Network : Network on the server creates new log file. The file is NET_SERVER.LOG and in it, registering all the connect/disconnect activity on both agent and server side Changes in TapiTWave in order to better support anonymous devices: The use of anonymous devices is problematic. Tapitwave and the PBX interface enhanced to support anonymous devices. See more details on this item in the Known issues section Agent UI Agent UI caught an application error and terminate: When an agent logs-in and the ACD Calls window is opened, and if there are many queued calls when the agent logs-in, it will get an application error and terminate Reader Board

10 The Agent board display garbage messages: Due to changes in the database interfaces, both Reader Board Administration and the Reader Board Engine must be updated. When composing a reader board message that contains parameters that refers to a group other then the default group, the message is displayed on the Wallboard and all parameters display the default group parameters. The Reader Board Administration, when adding this message to a scenario, displayed the parameter's group as garbage Routing Feb Stuck call in queue (music device): Scenario: Agent answers an ACD call and (probably) executes blind transfer/fast transfer the call (which is a consultation call now) to an IRN, which has a No-Agent Logged-in destination. The call gets stuck on the music device forever without the ability of being answered. The following defects were corrected in Routing Nov Agent get a call while has another call: 1. An agent gets one call from a trunk and then gets another on his second line, when the agent answers a wrong transfer is sent to the routing Agent Interface Nov Agent became zombie: 2. The keep alive between the Agent Interface and system management is broken while the TCP/IP connection is alive. In the server, the agent becomes PC-Less agent. The decision is to let Agent Interface identify this and re-connect Historical Nov Reports Scheduled reports can t be printed in landscape orientation Real-Time Aug Access violation error while attempting to open the Agents needing help window: Scenario: Open the Real-Time Monitor application. Select the Graphical agent status window. 4. Select a few agent numbers to be displayed within the graphical report, and maximize the window. Click, from the bottom of the window, the agents needing help. Access violation message will be displayed in nlamain.exe. Error seems to be produced when the selection is made while a window is maximized in the foreground Nov Agent get stuck with held call: Scenario: Agent A gets ACD call 1. Agent B gets ACD call 2. Agent B single step transfers the call 5. to agent A (same group, still ACD). Agent A puts ACD call 1 on hold and takes ACD call 2. Customer on call 1 hangs up. At this point the system ignores the Idle message and the held call sticks. When agent B hangs up the second call, a weird transfer occurs. From this point on, the held call will be stuck forever Real-Time Nov Multiple Agents are shown in identical state: 6. Agents are shown with identical states. Each Agent shows in a Logged-Out state with identical ANI and DNIS information. When an agent Logs Out, the Real-Time monitor clears only half of his groups from memory. Real-Time, now, clears all data Routing Nov

11 An Exception error occurs: Scenario: Agent gets an ACD call and puts it on hold. Then the agent makes an outbound call. The agent puts the outbound on hold, retrieves the ACD and completes a conference. In this case, an unknown device entered the call table on which the Routing queried device state and got an exception. The following were added: If an agent makes an outbound call, the trunk will enter the call on connected even if the agent is in transfer mode. When a conference occurs where one call is outbound, the ANI would enter the call Real-Time Aug Pressing the 'ESC' key in different windows does not close them: 8. Pressing the 'ESC' key in different windows does not close them. This includes 'open report', 'new template' and so on Real-Time Sep Sometimes, empty lines appears in the Brief an agent status report: 9. Scenario: Press the Add button in order to add new agent to the report, then press the Cancel button. An empty line is added to the report Administration Oct There is no Shifts for the IRN entity: 10. The ability of performing Shift routing on the IRN entity does not exist. Shifts are not displayed. This bug is related to changes to the Administration application done for Agent Interface Oct The mechanism that updates the Agent Interface Calls in Queue window was enhanced: 11. Instead of handling separately the new incoming calls and the calls to delete from list, it is now handled chronologically, from the same buffer Supervision Oct Database upgrade procedure enhancement: 12. If Fix version part in old Database is greater than new Database, do not stop the upgrade. Continue without displaying the message: "upgrade from version XX.XX.xx to version XX.XX.xx" Infrastructure Oct Windows Server 2003 and non 2003 support to Java applications: 13. A fix to Windows Server 2003 Server station to improve the detection of process existence, caused failure to java process detection in non-2003 systems Logging system Oct Logging System enhancement: 14. When pressing [No] on the dialog box that asks whether to save the new settings is now 'do nothing' in order to avoid the logs to go back to error unintentionally Agent Interface Oct No logs was created in Agent station: Now, the system checks if the proxy exists, otherwise recreate it Routing Oct Server catches CPU usage: 16. When an administrative change that affect the agents order in a group is made and there many calls in queue for this group the routing was crashed or takes a lot of CPU usage Supervision Oct Calling through SQL Execute Action does not initiate: While performing a 'SELECT * FROM' statement to an External Database while this database contains (relatively) a lot of data, eventually the external database thread will stop responding and 17. any attempt to call the system while passing this SQL Execute Action will not handle. The System will need to be restarted. Managing request to receive information from External Database is done via a counter which is incremented when the request is sent to database, and decremented when the reply is received. When the reply is received in several messages, the decrement should be done only when last message is received. CRM Oct Integration

12 Failed to integrate with the CRM ActiveX application: It seems as a problem with the agent id or the password. The system always inset '1' as password. Now the system first checks if a password was received from the CRM application. If no, the systems insert '1' as password Real-Time Oct The Detailed Group status reports displays the 'Arial' as a caption of the frames: 19. When a detailed report is saved, it is saved incorrectly and when it is reopened Arial appears as the frame caption Supervision Nov Thread is wrongly detected as thread in loop (TAPI Twav, CTIX): 20. When a process was recreated (because it was previously disappeared) sometime it wrongly detects thread in loop. Now a recreated process does not make 'thread in loop' checking in the same cycle Agent Interface Nov Pickup from ACD Calls Queue window deliver the call to the picker agent and answer it: The picked up call was a consultation call made by IRN, so the pickup did not work. The EtasCfg.ini file can contains now a parameter indicating whether the pickup includes answer or not. The line in 21. EtasCfg.ini should be configured as follows: [ETAS_0] pickupanswer=no If this line is not in the file, or if the value is YES, the agent will auto answer. If the value is NO, the call will ring and not be answered Supervision Nov Add-on to the system flexibility: A new parameter defines per each process if on process failure it is possible to restart the single 22. process or a system restart is required. A new parameter is added to threads.ini file regarding the process main thread single restart capability. This capability is required for the dealer locator application Supervision Nov Add-on to the system flexibility: A new file config_user.ini will include a sequence of processes to start per specific customer Nov Super Groups reports shows wrong information: 24. Real-Time uses a function to receive the Super Group statistics from the statistics, while the statistics uses a bit different function to send this information. These functions were almost, but not, the same. Now they are the same. Historical Nov Reports 25. Old Excel type of reporting export method is used and no totals for an export report: The export to Excel 2.0 format that was in used changed to support Excel 5.0 format. Each report now is exported with a total raw at the end of the report Nov Wrong call indication: When Agent Logs-off (closes the Agent interface) while in Non-ACD call (with non-monitored device), Call-Cleared is not sent to the statistics Real-Time Nov Brief Agents report continues to report information on Logged-out Agent: 27. Scenario: Agent presses Logout Primary during ACD call. At the end of the call (hangs up) the 'Agent Brief report' status continue to show information on DNIS and ANI of the call Routing Nov

13 A call in queue and an Idle agent: Scenario: Agent logout specific group while he is in ACD call. If there are calls in queue in his others groups, he will not get them and will become to Idle state while there are calls in queue. Now when agent entering Idle state, and he needs to execute logout from one of his groups, if he is still login to other groups he will look for queued calls in those groups Routing Nov A call does not continue to the next announcer: If a play file action, with timeout of 60 seconds is part of the announcer plan, when the play file ended, the call doesn t continue to the next announcer/music. On music script the music time is defined in the administration/announcer. plan definition. The length of file to play is defined in the 29. play-file action timeout parameter. The problem was that on script timeout expiration, the Routing did not know that this is a music script and changing from music to announcer was done only on music timeout. Example: music time defined in Announcer Plan is 120 sec, the play-file timeout is 50 sec. After 50/100 sec. The file will start from the beginning. After 120 sec the music is ended Real-Time Nov Agent looks Idle while he is actually in ACD call in a guest group: 30. Scenario: Agent that is in ACD state Logs into a guest Group. After finishing his ACD activity, he gets an ACD call from his guest group. The ignores the reports on the agent from the Routing Nov Wrong statistics information on Super Groups report: Real-Time Super Group reports shows zero calls in queue but the longest wait time in queue is counting as if there is a call in the queue Routing Nov Call is Stuck in Queue: Overflow timeout expires while call is being diverted from IVR to Music. The call is not queued at the Routing (in the overflow group) so, when the divert command is completed; the Routing 32. does not try and route it to a free agent. The solution is that when Overflow timer expires on call, and the call is in the middle of transfer/divert the call will be marked as Overflowed, and when the transfer/divert will complete the Routing will look for idle agent in primary group (which he does new) and in the Overflow groups if the call was overflowed (according to the expired interval) Nov The is bombarding the Network with events to Real-Time monitor: Network queue is filled with events from the. There is a mechanism, which cause single-agent report information to be sent regardless, at least once a minute. Due to changes in the statistics, the difference was done in milliseconds while the compare was done in seconds (60 sec.). This made the statistics sent full agent information for every agent every time Real-Time monitor requested an update. More than that, Real-Time monitor sent many requests to the, in intervals less than 1 seconds. Now the mechanism in the was fixed (60 *1000), and there is a new mechanism in Real-Time monitor that guards against sending requests more frequently than 1 second Real-Time Nov System enhancement: Protect from sending too many refresh requests to the Routing Nov Calls where in queue and Agents where idle: Upchucking the 'Disable calls in queue broadcast' send faulty messages about calls in queue both 35. to Agents and to the. Enabling calls in queue broadcast in the Administration application caused the Routing to send queued events on all the calls in the system, even if an agent answered the call Database Nov

14 A Database warning message sent during system Activation: After Upgrading from full version to another full version while letting the system to complete a Database Upgrade Observation stage and then Restarting the system; a Database warning message appears on system Activation. A manual intervention is required (pressing the ok button) to complete the restart. This situation occurs only once and it will not happened again. It has no effect on the Database file Nov Agent is stuck in Ring state while on Non-ACD call: Scenario: When an agent gets an ACD call and then a Non-ACD call and the agent answers the Non-ACD call and the ACD call goes to another agent, the first agent remains in Ring state in Real Time. When the call is diverted, the gets information that does not update the divertedfrom agent's state (like is done when the call is diverted to queue. Now, the ACD call is deleted from the agent, and the state goes to Idle. This causes the agent to recover the Non-ACD call he is on Nov Offline intervals are not written to database correctly - error in records inserts: Offline interval timer expires too early. This causes the to write to database two records in the same interval. Now, the system makes sure that the saved time is less or equals the current time. If not, the timer is restarted until the real end of interval Routing Nov Agent's group queue calls windows in not updated: When there are a large number of calls (20 or more) that are entering the queue between updates, it is possible that the Routing will stop sending any more updates to the Agents Agent Interface Nov Agent Interface catches an Exception error: Scenario: When Agent is in connecting stage and presses the [Cancel] button on the Launching Agent dialog window, an exception error occurs Nov catches an Exception error: The catches exception when there is a diverted event of an ACD call, which has already interflowed -i.e. -, left the ACD domain. When there is call-forward-no-answer to a transferred ACD call, we get a divert command, but there is no longer a group. The diverted emulation tries to send a diverted event and catches an exception when trying to get the group (which is null) Nov Agent appears in Idle state while in Release state: When Agent makes an ACD call, and then presses the Release button, the decides that the call is an ACD call and pends the Release state. When the call is cleared, the Agent does not return to Release Nov Agent appears in Idle in one group and Release in all his other groups: Scenario: Agent is forced-release, and the call is directed to another agent (not to queue). When an agent is force released to another agent, there was a bug. The agent went to Idle by default. Now he goes to idle only if he is still in alert - in case he was already moved to Release Nov DNIS queue time start counting again from zero for Overflow call: Scenario: if a call is Overflowed to another group the queue time of the DNIS start counting all over again. So the queue time of the DNIS is equals to the queue time of the Overflowed group instead of the original group.

15 Real-Time Nov A message "you do not have permission..." appears while opening a report: 45. When opening a report that has a lot of entities in it (more than 255 characters), the application popup the following message: "you do not have permission to view selected entities..." Agent Interface Dec Agent get stuck in Ready state and afterward in Release state: Scenario: Agent that is logged-into two groups get an ACD call on its first group and answer. Than he press Specific Logout from that group (via Agent button or the Login Manager). The call ends 46. and the Agent logged-out from the first group. At this stage the Agent User Interface get stuck on Ready state and in Real-Time he is shown as Busy (its actual state is Idle and he can get calls usually). If at this point the Agent presses the Release button he will no longer be able to Resume. Eventually the Agent User Interface gets stuck in Release state without the ability to get ACD calls. Only Logoff and Logon will recover the Agent state Real-Time Dec Problems with Brief Agent Status report: Doesn't sort properly. 2. Sort type is not saved in this report. 3. Doesn't handle properly strings with more than 256 characters PBX Interface Dec Tapitwave.exe takes 100% CPU after running for a while: Tapitwave keeps information in its internal tables and does not delete them. Known Issues Agent appears in NACD state while he is in ACD call: An agent is conference with an ACD call conference with an Agent that is in the same group therefore he appears also in ACD state. When the conference to agent make or received a NACD call, its state in Real-Time will reflect the NACD call state instead of the conference call state. No workaround is currently available for this problem Routing Mar Silent monitoring issue: Silent monitor and barge in may cause to agent state mismatches PBX interface Feb Some scenarios of transfer, conference and use of anonymous phones are problematic PBX interface Feb Wrong handle of Barge-in when hanging up a call: Scenarios: Agent1 gets an ACD call from a device. Agent2 Barge-in the call and afterward press the hang-up button on it's UI. The call is then cleared from Agent1 and Agent2 is now the connected device with the caller device. If Agent1 was the one to press the disconnect button on it's UI then the call will be stuck in Hold on his station Reporting

16 Unable to generate data for Total Calls column to the group by date historical report Reporting Graphical agent status fails to display icon for OACD calls Defect Number Description Workaround Graphical agent status fails to display color for current agent state No workaround currently exists. ShoreTel will correct this issue in a future product release / / Strange CID information displayed in call status window during OACD Powerbuilder crashed while attempting to generate group agent performance report Agent cannot log into system. Agent toolbar remains at login screen and never completes login. Group ACD call report: ACD accepted calls may not equal the sum of other columns in report. Silent monitor and barge in may cause to agent state mismatches. Scenarios: Agent1 gets an ACD call from a device. Agent2 Barge-in the call and afterward press the hang-up button on it's UI. The call is then cleared from Agent1 and Agent2 is now the connected device with the caller device. If Agent1 was the one to press the disconnect button on it's UI then the call will be stuck in Hold on his station Unable to generate data for Total Calls column to the group by date historical report Graphical agent status fails to display icon for OACD calls Agent cannot log into system. Agent toolbar remains at login screen and never completes login. No workaround currently exists. ShoreTel will correct this issue in a future product release. Close the report application and run the report again. Uninstall and reinstall the Agent Toolbar application. No workaround currently exists. ShoreTel will correct this issue in a future product release. No workaround currently exists. ShoreTel will correct this issue in a future product release. No workaround currently exists. ShoreTel will correct this issue in a future product release. Do not use this column in a report. ShoreTel will correct this issue in a future product release. No workaround currently exists. ShoreTel will correct this issue in a future product release. Uninstall and reinstall the Agent Toolbar application.