Contact Center Solutions and Call Accounting Version Detailed Release Notes

Transcription

1 Contact Center Solutions and Call Accounting Version Release Date: March 31, 2014

2 About this document This Detailed Release Note (DRN) is intended for Customer Service and Installation Personnel involved in the installation and maintenance of Mitel Contact Center Solutions and Call Accounting. NOTICE: This document is provided by Mitel Networks Corporation. The information contained in it 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. Contact Center Solutions and Call Accounting Version Detailed Release Notes March 31,

3 Contents Detailed Release Notes... 4 Requirements and upgrade information... 4 Documentation available online... 7 Executive Summary... 8 New features and enhancements... 8 Product areas improved in this release... 9 Release over Release Statistical Modifications Hotfixes not included Known issues Appendix A: Adding ODBC connections

4 Detailed Release Notes This document describes the new products, features, and enhancements available in the latest version of the Contact Center Solutions, Call Accounting, and IVR Routing software. The document includes: Requirements and upgrade information Documentation available online Executive summary New features and enhancements Product areas improved in this release Release over Release Statistical Modifications Known issues The Detailed Release Notes are published for each core and service pack release and contain information that is relevant to that specific release. Requirements and upgrade information Contact Center Solutions and Call Accounting Version must be installed on top of any previous Version 6.0.x.x release. This release contains defect fixes and features that are available only with Version When you upgrade, within the download center you are given the option of either downloading the full installation, which includes the latest fix or service pack, or, for customers who are up to date with our current release, downloading the most recent fix or service pack as a standalone, to be installed on top of previously installed versions. 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. 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 back up file created on June 24, 2013 will contain

5 To download and install Contact Center Solutions and Call Accounting Version Using a web browser browse to 2. Click Login. 3. Type your MOL User ID and Password and click Log in. 4. Under Support click Software Downloads. 5. To download If you run Contact Center Enterprise Edition software, click Contact Center Enterprise Edition=>Contact Center Enterprise Edition Software Download. If you run Contact Center Business Edition software, click Contact Center Business Edition=>Contact Center Business Edition Software Download. If you run Call Accounting software, click Call Accounting =>Call Accounting Software Download. The Knowledge Base article pertaining to the software you run will open. 6. If you selected Contact Center Enterprise Edition in step 5, after Download the Mitel Networks Contact Center Enterprise Edition, click CCEE_FullRelease. Otherwise, if you selected Contact Center Business Edition in step 5, after Download the Mitel Networks Contact Center Business Edition, click CCBE_FullRelease. The Download Center opens. NOTE: There are two download options available. You can download the full installation, which includes the latest fix or service pack, or, for customers who are up to date with our current release, the most recent fix or service pack as a standalone, to be installed on top of previously installed versions. 7. On the Download Software page, under Release Archive, select your download method and location using the drop-down list. Optionally, follow the link to the Detailed Release Notes to review the changes included in this release. 8. Save the release to the desktop of your Enterprise Server. 9. Once the file has been downloaded to the desktop, double-click the.exe file. NOTE: If you receive a Trusted Source warning, disregard and continue with the download. 10. When prompted to unzip the.exe file, click Continue. The Installation Wizard will open. 11. Click Next. Follow the steps in the installation wizard to install the release. The Enterprise Server and clients must use the same version of Contact Center Solutions and Call Accounting. After updating the Enterprise Server with the current release, all clients in your contact center must also be updated. Client updates in Version are approximately 128 MB. For information on the estimated bandwidth costs for updating clients, see the Contact Center Solutions and Call Accounting System Engineering Guide. If the prairiefyre Updater Service has been disabled on clients, the clients must be updated manually. For information on manually updating Contact Center Solutions applications on client computers, see Before upgrading third-party software applications, confirm the application is supported for integration with your version of Contact Center Solutions and Call Accounting. For information concerning support 5

6 for third-party software applications, see the Contact Center Solutions and Call Accounting 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 Contact Center Solutions and Call Accounting System Engineering Guide which can be found at NOTE: Multiple VLAN configurations, available as of MiCD 1.2, are not supported. Mitel Telephone System Supported Versions 3300 ICP MCD 4.0 SP4, 5.0 SP2*, 6.0, 6.0 SP1, 6.0 SP2, 6.0 SP3** SX-200 ICP*** CP 4.0 / 5.0**** Axxess Mitel Border Gateway (OAI 10.10), (OAI 10.10), (OAI 10.20) V7/V8***** *Contact Center Solutions applications are supported for use in conjunction with Mitel external hot desking agents with the 3300 ICP release MCD 5.0 or greater. In addition, 3300 ICP release MCD 5.0 or greater is required to support large ACD scaling and dynamic RAD messaging. **Support for MCD 6.0 requires Version or greater. Prior to upgrading to MCD 6.0, ensure that all IVR Routing ports are provisioned with a Trusted Service Level. IVR Routing ports will not come into service after the upgrade if they were not provisioned as Trusted. Ports can be provisioned as Trusted in YourSite Explorer and written back to the PBX to bring them into service. ***Limited real-time functionality. See the Contact Center Solutions and Call Accounting System Engineering Guide for more information. ****Only CT Gateway 4.5 running OAI or is supported. *****V7 or greater is required in order to support all Contact Center Solutions and Call Accounting applications. Customers using V6 will have limited access, with support for Contact Center Client real time, soft phone, and Contact Center Management and Call Accounting website functionality only. 6

7 Documentation available online You can access the most up-to-date versions of the following documents from our website at Contact Center Solutions documentation Contact Center Solutions and Call Accounting System Engineering Guide Contact Center Solutions User Guide Contact Center Solutions Enterprise Edition Reports Guide Contact Center Solutions Business Edition Reports Guide Call Accounting User Guide Call Accounting Reports Guide Contact Center Management Installation Guide Call Accounting Installation Guide Multimedia Contact Center Installation Guide Intelligent Queue Installation Guide Contact Center Solutions Deployment Guide For answers to the latest frequently asked questions, troubleshooting information, and post-release hot fixes, see the Mitel Knowledge Base at 7

8 Executive Summary Contact Center Solutions and Call Accounting Version includes new functionality and addresses a number of customer reported issues. New features and enhancements The following chart identifies the new features and enhancements in Contact Center Solutions and Call Accounting Version New in Version Support for Mitel MCD 6.0 SP3 Description Mitel MCD 6.0 SP3 is now supported. Technology changes Please note the following regarding Manufacture Discontinuance for Intelligent Queue: Intelligent Queue Version 5.8 base software product purchases will be Manufacture Discontinued on May 15, 2013 and Intelligent Queue add-on license purchases will be Manufacture Discontinued on May 15, Intelligent Queue 5.8 will continue to be compatible with Contact Center releases up to and including 7.0. All future releases post 7.0 will no longer support Intelligent Queue. Mitel will provide a best effort attempt to assist in-warranty Intelligent Queue release 5.8 customers with reported problems. No software fixes or features will be provided beyond version 5.8 for the discontinued product. See product bulletin PA for the introduction of the Intelligent Queue replacement product, known as IVR Routing, and the free migration offering. See Mitel Technical Service Bulletin for information on the IQ to IVR Routing migration options available. See the Contact Center Solutions and Call Accounting System Engineering Guide for more details concerning supported technologies. 8

9 Product areas improved in this release The following fixes were included in this release: Product Area Knowledge Base / Tracking Description of Resolved Issue Contact Center Client Contact Center Screenpop was intermittently not delivering a screenpop with an incoming call If a call abandoned after the IVR performed a supervised transfer of the call the Interactive Visual Queue monitor showed the IVR port instead of the caller s ANI information In the Interactive Visual Queue monitor, if you hid the Is Callback column and saved the profile, it would reappear when you next loaded that profile When attempting to make an outbound call by selecting a number from the Recent Calls list in Contact Center PhoneSet Manager, the call would not add the outbound dialing prefix In the Queue Now monitor, when expanded down to the list of agents, the Contact Center Client would intermittently display logged out agents as present in the queue In the following scenario, incorrect screen pop data was being sent to the final agent: An ACD call was placed on hold, a second line was used to call another queue, the second line was disconnected, and the call on the first line was transferred to another agent directly In a Mitel 5000 environment, Agent State monitors were showing agents on Work Timer after they retrieved calls from on hold Loading a Queue Now monitor with many queues was taking an excess of two minutes If queues were set to DND and then the PBX rebooted, the Queue Now monitor would show these queues as ACD when the PBX was back online. 9

10 Product Area Knowledge Base / Tracking Description of Resolved Issue Contact Center Management Adding an SX-200 media server to a Business Edition site would fail, stating that only one media server is permitted The Salesforce.com icon was added to the desktop after running Client Role Selector even if it had not been selected to do so Data summarization failed when it encountered malformed MiTAI records, instead of skipping those records and continuing The Enterprise Server logs were being flooded by warnings regarding record time accuracy. IVR Routing IVR Failover was not completing in situations where the remote server s cached configuration information had been compromised The menu instructions prompt was being cut off after a Menu activity attempted and failed a transfer and then used a GoTo activity to attempt the menu again Money variable prompts were reading back with two different voices, instead of one consistent voice In a resilient environment, when incoming calls exceeded the licensed number of ports that could answer, the caller would hear Ringing and not be disconnected. With no ports available, the call should be disconnected When an Execute activity returned an exception, sometimes the IVR service continued to process the work flow Callback requests did not save reliably if the Caller ID of the caller contained an invalid DOS character, such as / 10

11 Product Area Knowledge Base / Tracking Description of Resolved Issue When IVR was configured to make a blind transfer to an HCI reroute Hunt Group, the system was taking in excess of 90 seconds to complete the transfer When an IVR port received a call from another device set to DivertAlwaysBusy, the IVR port did not answer The IVR Routing work flow was intermittently unable to handle calls after processing a Rules activity with multiple rules that needed to be evaluated in a specific order. Multimedia Contact Center Multimedia Contact Center s, once they moved to another queue, experienced a long delay before being routed Customers connecting to the CyberChat interface encountering a Java error due to changes in Java security. Reporting Workforce Management reports contained staffing statistics that did not align with the same reports in Version When a logged in agent made an internal call to an agent who was logged out and the call was relayed to voic , the Agent Performance and Outbound Trace reports pegged the voic transfer as an outbound call for the logged out agent The Agent Group by Agent Account Code Compliance report was not correctly pegging Classification Codes unless they were entered during the call In an SX-200 environment, some DNIS were not being pegged correctly in Call Accounting reports Phone numbers that were 12 digits or longer would display as Long Integers in Accounting Trace reports. 11

12 Product Area Knowledge Base / Tracking Description of Resolved Issue The Agent by MakeBusy/DND Trace report was displaying inaccurate information for Make Busy durations when an agent changed from one Make Busy code to another via Interactive Contact Center controls Agent Group Internal/External Call Counts were pegging Internal ACD calls as External ACD calls Callback Queue Performance by Period reports returned incomplete values if the Interval period was changed from the default 15 minutes The IVR Condition by Branch report was not displaying Subroutines when selecting Filters for Activation Callflow IVR/IQ DNIS Group by DNIS by Period report was not performing the secondary by period sorting after grouping by DNIS When running an IVR Condition by Branch report, if you had more than 100 Condition names, the second page was blank The IQ DNIS Group Performance report included calls that were not processed by IQ. Salesforce.com Integration The SalesForce connector intermittently experienced Access Violation errors due to.net framework limitations The SalesForce connector did not search for PersonAccounts objects during an ANI search. Workforce Management When collecting statistics the GetQueueDevices call was occurring on an incorrect timer, resulting in intermittent warnings in logs There were some call count discrepancies between reports, related to Workforce Management connector and IEX. Workforce Scheduling In the Forecasting tool, the Service Level field could not be set to 100%. 12

13 Product Area Knowledge Base / Tracking Description of Resolved Issue Intermittently, warnings displayed when time bars were clicked in the Workforce Scheduling user interface. YourSite Explorer MiXML Writeback of configuration to the PBX was unable to correctly write back an agent group if the overflow timer was set to 0 seconds The YourSite Explorer interface responded slowly when making changes to the UPiQ settings on a queue During MiXML Writeback of configuration to the PBX, setting individual agent skill levels would save in YourSite Explorer, but a default blank value is written to the PBX In environments with large configurations, YourSite Explorer would intermittently become unresponsive due to high memory usage. 13

14 Release over Release Statistical Modifications The following table describes all statistical modifications for from Version to Version Knowledge Base / Tracking Issue/Resolution Impact Issue: Calls routed to voic were being credited as outbound calls on both the calling and called agents. Outbound counts may decrease when calls are being routed to voic . Resolution: We no longer credit the call going to voic to the called agent Issue: When the SMDR Reorder Buffer was set to a non-zero value, a record linking issue cause some classification codes to peg improperly. Resolution: Linking issues were corrected in the Lifecycle engine, which is responsible for classification code crediting Issue: : When the SMDR Reorder Buffer was set to a non-zero value, a record linking issue cause some records to be linked to the wrong call. The following reports should credit Classification Codes more accurately: Account Code Performance Agent Performance Extension Performance Lifecycle reports are less likely to include or omit records based on incorrect linking. Resolution: Record linking logic in Lifecycle reportswere improved. 14

15 Knowledge Base / Tracking Issue/Resolution Impact Issue: DNIS Trace data was not reliably crediting from SX-200 records. In SX-200 environments, DNIS counts will increase in DNIS Trace reporting. Resolution: We now properly credit DNIS devices for the SX-200 media server type Issue: In environments with high network latency, there was the potential for errors in calculating Make Busy and Shift times accurately. Resolution: Modifications to the code were implemented to prevent new ACDTime records that predate current, and allows for time updates via the MiTAI stream for Make Busy reporting Issue: Some internal calls were being pegged as external. Resolution: If a call comes from an IP/XNET trunk, it is assumed internal Issue: Some records were not being credited if they referenced a queue with no agent group associated to it. Resolution: We are now handling this exception case, and these records can now contribute to the call center statistics. Make Busy crediting and duration code was fine-tuned in specific scenarios dealing with high network latency. In cases where a state was only active for one second or less, you may not see this duration due to rounding to the nearest second. Affected reports include: Agent Shift Agent Performance Queue Performance Internal and External ACD counts/durations will change based on the type of trunks they are coming over. NOTE: Customers can use the Intra switch property of a trunk group to specify that calls coming from trunks within this group should be considered internal. This scenario is unusual, but in a case where these records exist, you can expect to see: Increased ACD count/duration Increased Outbound count/duration 15

16 Hotfixes not included The following section lists the Hotfixes that were not included in If you have any of these Hotfixes installed on your server, upgrading to is not recommended. Product Knowledge Base / Tracking Issue Reporting Callback reporting: Total Offered does not add up to New + Requeues In a 24 hour environment, where agents do not log out, the Agent Event by Period report does not reliably peg the first Agent Group Presence event of the day When a call is sent from one queue to another via an embedded voic /rad, the first call segment does not appear in Lifecycle reports. IVR Routing In a workflow where subroutines were being triggered after the call was successfully transferred, the IVR services were not properly releasing memory after completion IVR workflow not processing DivertedAlwaysFrom events when receiving a call from a NuPoint system, resulting in loss of stability over time. 16

17 Known issues The following section describes known issues in Version For hotfixes that address any issues that were not known at the time this document was published please refer to the following: Customers contact your Mitel Channel Partner Channel Partners visit the Knowledge Base at under Mitel OnLine, Products=>Applications=>Mitel MiContact Center=>MiContact Center Partner Portal=>Knowledge Base Product Contact Center Management Knowledge Base / Tracking Issue There is a known issue in Version 6.0 that is addressed in Version where the client Updater Service is not auto-updating clients due to an invalid Registry key. NOTE: You must perform the following steps manually in order to update clients. To ensure client computers can successfully be updated with Version , or later, from Version Click Start=>Run. 2. Type regedit and click OK. 3. Browse to HKEY_LOCAL_MACHINE\SOFTWARE\prairie Fyre Software Inc\CCM\Common. 4. Modify the ClientAutoUpdate key and set the value to 'True. 5. Close any client applications running on the desktop and restart Contact Center Client. Once Contact Center Client is running, the Version update will be pulled down successfully. This procedure must be performed for all client computers in your enterprise. 17

18 Product Knowledge Base / Tracking Issue The Max Time To statistic is not being pegged correctly in the SQL Server tbldata_queuespectrumbyperiod table, resulting in Answer Spectrum reporting inaccuracies. You cannot add SMTP mail server settings in the Contact Center Management website, under Tools=>Administrative Tools=>Manage SMTP Mail Server. To work around this issue, add SMTP mail server settings in YourSite Explorer. Running Lifecycle reports on Site, Media Server, DNIS / DNIS group, Trunk / Trunk group, or Extension groups for an entire day can take very long periods of time to generate and potentially lock up the Reporting Service. If you need to run reports for any of these devices or device groups for an entire day, we recommend you create a report schedule to generate the Lifecycle report off of peak business hours. When running synchronization and writing back the hot desk agent secondary element (failover media server), the telephone system will time out, reports errors in the AppGw.log file, and synchronization will fail. The Enterprise Server log file is reporting errors due to Windows performance counters, which is causing client computers to lose their connection to the Enterprise Server. The Enterprise Server is also loading and installing performance counters from other modules, such as the Collector Service, based on overrides from common performance counter installation routines. The Professional Services installer messaging Click OK to cancel this installation or Cancel to continue is misleading, as clicking OK will cancel the installation. We recommend you click Cancel to ensure the installation proceeds as expected. This will be addressed in a future major release. 18

19 Product Knowledge Base / Tracking Issue The Enable Life Cycle reports option available in the Contact Center Management / Call Accounting website does not function as expected. To work around this issue, enable or disable Lifecycle reporting from YourSite Explorer. If an employee license is set to None and the Integrated Client License check box is not enabled, users will be unable to log in to Contact Center Client. If you want to run callback statistic reports during the day, for example, the Queue Performance by Period report, you need to run a manual summarization in Contact Center Client or wait until nightly summarize Unanswered Non-ACD calls that go to voice mail are being pegged as abandoned and Non-ACD Softphone extensions provisioned for use by ACD agents in YourSite Explorer do not allow ACD agents to login. To enable ACD agents to login, the ACD Enabled property on the Multiline IP Sets form on the telephone system must be enabled PerformanceCounterSource counters are not found, producing warnings in the ServerMonitoringAgent - PerformanceCounterMessaging.log file. This is resolved in version ACD and SMDR Inspectors display the IVR Data media server in the Data Inspectors window. The IVR Data media server entry is for internal use only and cannot be selected. This issue may be confusing but does not affect functionality. This is resolved in version

20 Product Knowledge Base / Tracking Issue The default 6-digit ANI set in the system initialization routines match UK settings instead of North American settings. In situations where a North American code matched a UK code, report data was incorrect. This is resolved in version Before running the remote server installation, you must manually install.net 4. The file is not being downloaded automatically. As a workaround, download the installer from place it in the folder, and rerun the configuration wizard In some situations, depending on customer-installed software on the server, the Contact Center Management installation cannot complete. When the customer attempts to run the setup.exe file, the installation does not progress and an error message displays. This issue is caused by the default.hta file handler being overwritten by other previously installed applications, for example, SQL 2012 Management Studio. As a workaround, right-click the splash.hta file, located in the same folder as the setup.exe file, and open with Microsoft (R) HTML Application Host. The installation will then proceed as normal. This is resolved in version If you are installing Version in an environment that currently uses SQL Server 2012, you will receive an error and the installer will fail on component Visual C Runtime Libraries (x86). This occurs when the environment has a newer version of Visual C than the one included with the installer. See this KB article for workaround instructions: aspx. This issue is resolved in version

21 Product Knowledge Base / Tracking Issue Call Accounting The Percent markup value for Subscriber Plans is not being saved. This is resolved in version The foreign Call Accounting user guides are currently at the Version 5.8 level and will be updated in a future release. Support for the Mitel 5000 and Axxess If an agent receives a non-acd call from a hunt group, when the call is handled and ended, the agent will remain in a non-acd hold state instead of returning to an idle state. If the Enterprise Server is rebooted during an Inter-Tel data import, the Import Tool does not resume on Server restart. The Import Tool is slow when the Synchronized system uses CT Gateway option is enabled. If you use multiple telephone systems connected to a CT Gateway, ACD, SMDR, and MiTAI records will to use the correct telephone system clock, and instead, records will align with the PC clock that is in use. If a user programmed on one 5000 telephone system redirects a call to a hunt group on another telephone system through speed dial, the SMDR report for the hunt group on the destination telephone system will report the call as abandoned. The non-acd calls handled statistics is being double pegged in the Extension Group Performance by Extension report when agents use conference call functionality. Calls with multiple account codes generate double ACD calls handled statistics in the Agent Group Performance by Period report on the 5000 telephone system. 21

22 Product Contact Center Client Knowledge Base / Tracking Issue The Beep alarm sound notification is not being played when configured. To work around this issue, you can optionally set the alarm to play from file instead of selecting the Beep sound, and then configure a.wav file of a beep to play. After a new installation, the Network Monitor default data alarm time out (in minutes) is defaulting to zero, which stops SMDR data time outs from occurring and telephone system connection problems from recovering. We recommend that customers confirm that their DataAlarmTimeOutMinutes system setting is set for 15 minutes to time out alarms function properly In Contact Center Client, closing the marquee monitor and then selecting the Marquee ribbon button results in the marquee configuration being erased. YourSite Explorer Importing.csv files with zero length device names is not failing. If you import.csv files with zero length device names, you must manually go through all imported devices and ensure that you delete any blank call types or digit patterns. If you run synchronization while the Media servers tab in YourSite Explorer is open, you will receive a fatal exception error if you try and view SMDR options once synchronization is complete. We recommend you close the Media servers tab before executing synchronization. If you are licensed for Business Edition and try to import employees who are licensed for Desktop, Softphone, and Integrated Client License using the CSV Import Tool, the import will fail due to an Integrated license has to be enabled for Softphone error. To work around this issue, import employees with.csv values in the following order: First Name, Last Name, Reporting, Employee License, Integrated Client License, Phone Type License. Media Server names must be less than 50 characters when configured in YourSite Explorer or they will fail to save. 22

23 Product Knowledge Base / Tracking Issue When write-back functionality is enabled and the.csv import tool is used for configuring digital extensions, the COS of the extension on the PBX changes without warning. This issue will be resolved in Version 8.0 but, in the meantime, we recommend disabling write-back functionality when using the.csv import tool and reenabling write-back after the import is complete and the COS setting on the PBX has been defined. Multimedia Contact Center Interactive Visual Queue Multimedia Contact Center WebChat server is unavailable when trying to start a chat request. If running the WebChat COM fix does not resolve this issue, ensure the DCOM permissions on objects give rights to everyone, everyone has full control access to the directory, and unregister and re-register the COM dll that does the webstats ("ChatQueueStatMgr.dll"). Be sure to include the full path to the dll (located in the WebChat server folder). The Queue Now monitor is displaying dates instead of times in the Log In and Log Off columns. You can expand multimedia queues in the Queue Now monitor, but the monitor will display question marks in all agent cells. Note that support for viewing multimedia queues has never been supported, but historically, you were unable to expand the queues to view agent and agent group associations. Workforce Scheduling The forecasting tool in Workforce Scheduling goes in to a non-responsive state when exporting large forecasts. 23

24 Product Contact Center PhoneSet Manager and Softphone Flexible Reporting Salesforce.com Integration Knowledge Base / Tracking Issue While call notes are being transferred when agents transfer calls to other agents, the last call note entered is not displaying in the soft phone screen pop display. You cannot currently make a report in English and generate it in another language variant. Modifying a Flexible Reporting tombstone header by changing the text labels or moving the position of a label prevents a report from running. If the Show Agent Available option is enabled in the Salesforce.com Call Center configuration, idle hotdesking agents are not displaying in the user interface and only idle standard agents display properly. If the Salesforce.com Integration session times out, users will receive a "Salesforce.com CTI Browser Connector has stopped working" error message. To work around this issue, we suggest you increase the session timeout setting. When attempting to transfer a call and the destination is busy, the Salesforce.com connector is displaying the Complete Transfer button instead of the Wait button. Users must enter their agent ID and extension before logging in to the Salesforce.com connector or they will receive a "Cannot cast DBnull. Value to type System.Guid" error When an agent transfers a call to an agent on another telephone system using the Salesforce.com Integration Client, the caller ID and ANI/DNIS information that is included in the transfer is that of the transferring agent, not the caller. ANI/DNIS cannot pass between telephone systems with a transferred call. To ensure accurate information, locate agents who are likely to transfer calls between one another using the Salesforce.com Integration Client on the same telephone system. 24

25 Product Knowledge Base / Tracking Issue If using Windows Authentication, you must ensure that only one extension is associated to each employee. Otherwise, you will receive an error message on auto login. This is resolved in version In client machines running Windows XP, difficulties are experienced if enabling for operation under SSL. We recommend not enabling for operation with SSL (i.e., HTTPS) if you have clients running on Windows XP. IVR Routing Call View does not display any new EventTypes that are pegged to Lifecycle reports GoTo activities fail to execute unless they are the final activity in the menu branch. Ensure the GoTo activity is the final activity in the menu branch. This issue is resolved in version Users receive a timeout error when attempting to restart the MSMQ service. If the MSMQ service is restarted, you must also restart: the Enterprise Server application, the IVR Routing application, and the SMA (Server Monitoring Agent) If you have a remote instance of IVR Routing and the remote server has two Network cards on separate subnets, the MiTAI proxy may not always bind to the correct IP address. As a workaround, you can manually edit the MiTAI cache file, found here: C:\Program Files (x86)\prairiefyre Software Inc\CCM\Services\MiTAIProxyServer\prairieFyre.Service s.mitaiproxyserver.dbcache. Set the <MiTAIProxyServerIPAddress> to be the correct IP, one that can communicate with the Enterprise, and then restart the MiTAI Proxy server. This issue is resolved in version

26 Product Knowledge Base / Tracking Issue Remote installations of IVR Routing do not automatically install VC++ Redist As a work around, you must manually install this component if you do not already have it in your system. This issue is resolved in version The "Callback Message Received" time was displaying incorrectly in the screen pop when the CCM Server and the Client were not using the same Region and Language format in Windows settings. To avoid this issue, ensure the Region and Language formats are the same for the CCM Server and the Client In an IVR Routing workflow, renaming a branch, subroutine, callflow, or condition breaks historical reporting. This is because the raw data is generated based on the activity name. Support for Windows Server 2012 Support for Windows Prior to installing Contact Center Solutions on Windows Server 2012, you must execute the following steps: 1. Launch 'regedit.exe' 2. Browse to HKEY_LOCAL_MACHINE\SOFTWARE\Micros oft\windows\currentversion\policies\syste m 3. Find the key named 'EnableLUA' 4. Set the value of this key to 0 You will be prompted to reboot. 5. Reboot the computer. 6. Run the Contact Center Solutions install file After double-clicking the install.exe file for Contact Center Solutions on a Windows 8 server, selecting Install, and the installer extracts the files, the message "How do you want to open this type of file (.hta)?" opens. To resolve this message, select "Microsoft Application host". The installation will proceed as designed. 26

27 Product Knowledge Base / Tracking Issue The Getting Started icon created after installation on a Windows 8 server does not function as intended. Appendix A: Adding ODBC connections When adding an ODBC connection in Windows Server for IVR, you must use the 32 bit version of the ODBC application. Simply using the icon in windows will launch the 64 bit application, and as a result the IVR will not see the connection. Use the ODBC tool found in C:\Windows\SysWOW64\odbcad32.exe. 27

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