Contact Center 5.1. Software Release Notes. GA Build 502.5.1209

Contact Center 5.1 Software Release Notes GA Build 502.5.1209

PLEASE READ THIS PAGE FIRST! Upgrading from Contact Center 5.1 build 502.5.1205 or 502.5.1206? Contact Center 5.1 build 502.5.1209 is a patch build of Contact Center 5.1 build 502.5.1205. As such, if you are upgrading from Contact Center 5.1 build 502.5.1205, then you only need to upgrade the server (\Setup\ShoreTel Contact Center Server\setup.exe (or ShoreTel Contact Center Server.msi)). It is not necessary to upgrade existing Contact Center 5.1 build 502.5.1205 Agent or Supervisor installations as the client files have not changed from build 502.5.1205 to 502.5.1209. Upgrading from Contact Center 5.1 build 502.4.7609 or earlier, OR Contact Center 5? If you are upgrading from Contact Center 5 or Contact Center 5.1 build 502.4.7609 or earlier then it is necessary to upgrade the server and all clients. NOTE: These instructions also apply to Contact Center redundant servers. 800-1401-01 2 of 14

ShoreTel Contact Center 5.1 build 502.5.1209 Software Build Notes Overview Please read this entire document before beginning a new Contact Center installation or performing a Contact Center upgrade. Build 502.5.1209 is a patch build version of the ShoreTel Contact Center 5.1. This document is intended to provide build-specific information regarding installation or upgrade of Contact Center 5.1. ShoreTel strongly suggests reading the entire Contact Center Installation Guide included with Contact Center 5.1 build 502.5.1209 documentation before beginning a new, or upgrading a current ShoreTel Contact Center installation. ShoreWare 8.1 or higher is required for Contact Center 5.1. ShoreTel Contact Center 5 is the minimum version required to upgrade to 5.1. Support for the following report formats has been deprecated in ShoreTel Contact Center 5.1 and will be converted to Comma Separate Value format (.csv) at completion of upgrade: dbase format (.DBF) Data Interchange Format (.DIF) Powersoft Report format (.PSR) Microsoft Multiplan format(.slk) Tab-separated columns (.TXT) Lotus 1-2-3 format (.WKS) Windows Metafile format (.WMF) Call Manager and Agent Toolbar Integration is supported in Build 502.5.1209 against the following ShoreTel builds ShoreTel 8.1 build 13.26.9201 and above ShoreTel 9.1 build 14.22.2902 and above 800-1401-01 3 of 14

Installation Details All Contact Center 5.1 client applications (Agent and Supervisor) MUST be upgraded to the new release. Contact Center 5 Agent Toolbar and Supervisor applications are not compatible with Contact Center 5.1; please upgrade all Agent Toolbar and Supervisors. Per the Contact Center Installation Guide (included with Contact Center 5.1 build 502.5.1209 documentation): "You must manually backup and then reinstall any custom files you have saved in the ShoreWare Contact Center Directory (such as reports, IVR prompts, and databases). These files are deleted during the upgrade process." Recommendations prior to upgrading Server: Disable Virus checker Confirm hard disk(s) do not require de-fragmentation. Confirm the Windows 2003 server DEP (Data Execution Prevention) settings are configured to: Turn on DEP for essential Windows programs and services only. Desktop Confirm that the Supervisor desktop, installed program directory does not include both an Agent directory and Supervisor directory. This can occur if the Supervisor lock device was not present, prior, or after the upgrade (delete if applicable). Older desktop shortcuts should be removed as they will link incorrect location for targets New Contact Center Server 5.1 Installations 1. Ensure that the server license dongle (USB key) is attached, drivers may be installed during Contact Center Server 5.1 installation 2. Navigate to the folder containing the new software setup folder and launch Setup_Server.exe. 3. Follow the on-screen installation prompts. 4. Reboot the server when prompted. 800-1401-01 4 of 14

Upgrading from Earlier Contact Center Releases NOTE: Upgrading from Contact Center 4.66 or earlier is not supported; Contact Center 5.1 can only be upgraded from Contact Center 5, or, installed new. When Upgrading from Contact Center 5.0: 1. Stop the ShoreTel Contact Center Service service. 2. Stop the ShoreTel-MySQLCC service 3. Backup the entire Contact Center Server folder (ex: D:\ShoreTel\Contact Center Server) except the backups folder. The backed-up folders and data will only be used if a roll-back is required and can be deleted after the upgrade is complete and verified successful. Do not delete any backed-up data until after all post-upgrade testing has been completed. NOTE: The Contact Center default installation includes a daily/weekly/monthly database backup option that writes Contact Center database dumps to the Contact Center \backup folder. It is not necessary to backup this entire folder as outlined in Step 2 above ( Backup the entire Contact Center folder ), but it is recommended to review recent backup activity and backup the backups as appropriate. 4. Restart both services 5. Navigate to the directory containing the software setup folder (\Setup\ShoreTel Contact Center Server ) and launch setup.exe. Follow the on-screen installation prompts (NOTE: the license dongle driver (HASP) may be upgraded also, this is expected but may not occur). 6. Reboot the server when prompted. After the server reboots, the setup program will continue and the database will be upgraded. The database upgrade process may take several hours or more to complete, please plan appropriately for this step. 7. Although not required, ShoreTel recommends upgrading 2 or 3 Contact Center Agents and 1 Supervisor to perform cursory testing prior to upgrading all Agents and Supervisors. NOTE: Per the Contact Center Installation Guide (included with Contact Center 5.1 build 502.5.1209 documentation): "You must manually backup and then reinstall [using Graphical CCS Admin] any custom files you have saved in the ShoreWare Contact Center Directory (such as reports, IVR prompts, and databases). These files are deleted during the upgrade process." Failure to follow this step will result in custom prompts not being heard. You must manually re-link the custom prompt files to hear them. 800-1401-01 5 of 14

Upgrading From Earlier Contact Center 5.1 builds 1. Stop ShoreTel Contact Center 2. Stop MySQL Service for Contact Center 3. Backup the entire Contact Center Server folder (ex: D:\ShoreTel\Contact Center Server) except the backups folder. The backed-up folders and data will only be used if a roll-back is required and can be deleted after the upgrade is complete and verified successful. Do not delete any backed-up data until after all post-upgrade testing has been completed. NOTE: The Contact Center default installation includes a daily/weekly/monthly database backup option that writes Contact Center database dumps to the Contact Center \backup folder. It is not necessary to backup this entire folder as outlined in Step 2 above ( Backup the entire Contact Center folder ), but it is recommended to review recent backup activity and backup the backups as appropriate. 4. Restart the ShoreTel-MySQLCC Service 5. Navigate to the directory containing the new software setup folder (502.5.1209\Setup\ShoreTel Contact Center Server ) and launch setup.exe. 6. Reboot the server when prompted. After the server reboots, the setup program will continue and the database will be upgraded. The database upgrade process may take several hours or more to complete, please plan appropriately for this step. 7. Although not required, ShoreTel recommends upgrading 2 or 3 Contact Center Agents and 1 Supervisor to perform cursory testing prior to upgrading all Agents and Supervisors. 800-1401-01 6 of 14

Installation Instructions for Agents and Supervisors Agent and Supervisor software can be installed after Contact Center Server installation is complete. Note: Beginning in Contact Center 5.1, Agent Toolbar and Supervisor Tools installation media also include.msi files which can be automatically deployed via delivery mechanisms such as Microsoft Active Group Policy. Refer to the following link for an example of how to deploy MSI files: http://support.microsoft.com/kb/314934 Agent Toolbar Installation 1. Navigate to the install setup folder (502.5.1209\Setup\ShoreTel Contact Center Supervisor) and launch setup.exe (MSI installation is ShoreTel Contact Center Agent.msi). 2. If this workstation is being upgraded from a previous Agent Toolbar installation, the IP address or name of the ECC Server will be auto populated from the previous installation. If this is a firsttime installation, the ECC Server IP address will need to be entered. NOTE: Contact Center 5.1 supports Redundancy. The Agent Toolbar installation will prompt for a Primary Server IP address. 3. Reboot the system when prompted after following the on-screen prompts. NOTE: The first time the Agent is launched on a redundancy-enabled system, the Agent will obtain the Secondary IP address for Redundancy settings if configured. At this time, a message will appear with this notification. The Agent Toolbar will shut down and need to be restarted. After this initial step, the Agent will function properly. 800-1401-01 7 of 14

Supervisor Tools Installation 1. From Supervisor workstations, navigate to the install directory (502.5.1209\Setup\ShoreTel Contact Center Supervisor) and launch setup.exe (MSI installation is ShoreTel Contact Center Supervisor.msi). If this is a first-time installation, the ECC Server IP address will need to be entered; if this workstation is being upgraded, the IP address or name of the ECC Server will be auto-populated with the previous installed value. NOTE: Contact Center 5.0 now supports Redundancy. Supervisor installers will prompt for a Primary Server IP address. 2. Reboot the workstation when prompted after following the onscreen prompts. NOTE: The first time the Supervisor is launched on Redundancy enabled system the Supervisor will obtain the Secondary IP address for Redundancy settings if configured. At this time, a message will appear with this notification. The Supervisor will shut down and need to be restarted. After this initial step, the Supervisor will function properly. 800-1401-01 8 of 14

Fall-back to previous 5.0 versions (if unexpected behavior is encountered during installation) 1. If the installer reports an error during the upgrade, take a screen shot of the error for debugging purposes. 2. Reboot the ShoreTel Contact Center Server. 3. Stop the current running ShoreTel Contact Center Service and attempt upgrade process again. 4. If the ShoreTel Contact Center upgrade fails again, halt the upgrade attempt. 5. Stop the current running ShoreTel Contact Center Service. 6. Un-install the ShoreTel Contact Center from Add/Remove Programs. 7. Restart the server 8. Re-install 501.3.9406 (or previous installed 5.x version) from the install folder and restart when prompted. 9. Stop the ShoreTel Contact Center Service and ShoreTel-MySQL services. 10. Copy the backed up Data directory as detailed in the install instructions above. 11. Start the ShoreTel-MySQLCC service. 12. Start the ShoreTel Contact Center Service service. 800-1401-01 9 of 14

Notes Build Date: March, 2010 Engineering Build Number: 502.5.1209 Contact Center Server Software Version: 502.5.1209 Contact Center Agent Manager Software Version: 502.5.1209 Contact Center Agent Software Version: 502.5.1209 This version of ShoreTel Contact Center software was tested and certified on the following platforms: Server: Microsoft Windows Server 2008 (sp1) Microsoft Windows Server 2003 (sp2) IVR Distributed Server: Microsoft Windows Server 2003 (sp2) Supervisor workstation: Microsoft Windows XP (sp2 & sp3) Microsoft Windows 2003 (sp1 & sp2) Microsoft Windows Vista (sp1) Monitor station: Microsoft Windows XP (sp2 & sp3) Microsoft Windows 2003 (sp2) Microsoft Windows Vista (sp1) Agent Toolbar workstation: Microsoft Windows XP (sp2 & sp3) Microsoft Windows 2003 (sp1 & sp2) Microsoft Windows Vista (sp1) 800-1401-01 10 of 14

Defects Corrected in build 502.5.1209 Several corrections are included in this build. Some that you may have been exposed to in previous builds are detailed below. Defect Number Abstract 1-37153943 Emis failure. 1-37117774 Contact Center Server service does start. 1-37362829 Thread 60 does not exist. 1-37384665 Email queues not generating emails to agents 1-37384166 / 1-37167842 Agents in an IDLE state show on ACD call on supervisor machine Defects Corrected in build 502.5.1205 Defect Number Abstract 1-36034471 SM table maintenance causes decremented Supervisor licensing. 1-35738808 Email failure on unexpected recipient address. 1-36549503 Supervisor process failure with Agent logon with no Group membership. 1-36557931 NULL value group number produces sbr_main failure. 1-36863703 Primary dongle creates dbiserver memory leak. 1-34173001 Inbound call from Workgroup causes to Agent state to lock. 1-35231776 1.1 Group by Interval report displaying Predictive Interflow value. 1-35852647 Missing default group in Service after upgrade creates unstable process. 1-35862695 Unable to select a service in "Change call profile" function in GCCS. 1-36384872 Network process failure occurs after brief server disconnect from network. 1-36655511 1720 Installer Error on when installing Contact Center on Windows Server 2008. 1-36795716 Upgrade from Contact Center 5 causes loss of CCIR (c2g) data. 1-35585581 When inbound call is transferred to an Agent s voice mail, the Agent state is changed to wrap. Defects Corrected in build 502.4.7603 Defect Number Abstract 1-35220071 Emis CPU Utilization extremely high 1-35133564 Calls transferred from an agent to an IRN have 60 seconds of silence 1-35285981 Cannot login to Agent Manager when Supervisors do no logout correctly 1-35389274 Email stops working when unexpected emails enter system 1-35432688 GCCS cannot edit all scripts when opened 1-35191989 A database connection to external MySQL database randomly fails (20-30% failure rate) 1-35220403 Emis crash Defects Corrected in build 502.4.6103 Defect Number Abstract 1-34965037 SBR_Main crashing due to failed call transfer with SIP trunks. 1-35005660 CC Parsing % sign is broken within Call Profile, date format function 1-34772122 GCCS script SQL loop triggers SBR_Main crash. 800-1401-01 11 of 14

Defects Corrected in build 502.4.4006 Defect Number Abstract 1-34880067 E-mail does not route to Lotus Notes because it requires the UIDL method within POP3. 1-34358047 When deleting a Supervisor in Director, the top Supervisor will always be deleted first. 1-34788095 Group Agent Report only displays "Split" - no group indicator is displayed. 1-34110942 Error permissions not appearing correctly. Defects Corrected in build 502.3.9508 Defect Number Abstract 1-34418071 Unable to upgrade due to Contact Center Processes still running 1-34358047 When trying to delete a supervisor through Contact Center Director the supervisor at the top of the list is deleted instead of the one you have selected for deletion 1-34208272 When an agent is on an ACD call and manager initiates a silent monitor on that agent the agent may receive another ACD call as if they were idle. 1-34299006 A Contact Center process can restart if multiple HTTP sessions are requested on an invalid port Defects Corrected in build 502.3.9506 Defect Number Abstract 1-34124661 Calls that are transferred to an IRN can get stuck in queue 1-33825346 GCCS Shows Confirmation Message without user interaction 1-33934463 Email intermittently fails to route to email agents using Outlook 2003 and 2007 1-34158096 Upgrade to Contact Center 5 or 5.1 will fail due to buffer overflow if the maximum number of Wallboard records is greater than 16 If you experience a failed upgrade to 5.1 from Contact Center 5 you will be unable to start Contact Center 5 due to 1-34107034 the fact the dependant directories for Contact Center 5 are renamed during the upgrade process. The directories will still be renamed however this will only occur after a confirmation of successful upgrade 1-28782951 On a redundant System email can fail to route after a failover event where the Secondary server takes over as Master 1-32920774 Using Alt+S to save on a Supervisor station can Crash the Agent Manager Application on Vista station 1-33712448 Modifying a script in GCCS can cause a Contact Center process to crash 1-34141031 Supervisors are allowed to write to Primary configuration database after the failover on a redundant system. This action should be blocked. 1-34155053 If an Agent simultaneously logs out of queue while they are being alerted of an incoming ACD email a Contact Center process can crash 1-34173722 If an Agent simultaneously logs out of queue while they are downloading incoming ACD email a Contact Center process can crash 1-33777080 Contact Center can fail to access ECC database after upgrade to 5 or 5.1 800-1401-01 12 of 14

Defects Corrected in build 502.3.8508 Defect Number Abstract 1-33985372 Contact Center Server Installer can fail to recognize Server Dongle on new installation 1-34102766 Agent toolbar sending login information dialogue box can remain open even after connection to Contact Center Server has been established from Client machine 1-33740961 Phantom Supervisor login can consume Supervisor Licenses 1-33939391 Unable to delete certain groups from ECC Director 1-33858849 Shortest wait time for abandoned calls will erroneously show as zero in historical and real-time reports 1-32163059 Intuitive notification that deprecated reports format have been converted to a new format is needed 1-34089241 Agents rejecting an incoming ACD email can cause a Contact Center process to crash 1-28696571 Estimated Wait Time algorithm is not documented 1-22803848 Restart requirements for the Contact Center are not clearly documented 1-33727338 Connections under Dir->System->interfaces is not enabled for Contact Center base package 1-33955202 Email can get stuck and will not get processed for certain queues 800-1401-01 13 of 14

Known Defects Some of the most critical known and reported defects are detailed below: Defect Number 1-36866345 Abstract Dynamic Language Paths in GCCS stop working randomly; server must be rebooted to restore prompts. 1-36655916 Agent Manager state does not reflect actual agent state. 1-36644732 TSF is randomly greater than 100%. 1-36361559 Agent is forced released on anonymous inbound call. 1-36249552 Calls blind transferred to an IRN do not show up in queue monitor. 1-36133442 Daily Detailed Super Group report showing Max Call for 2 days. Status ShoreTel may correct this in a future build ShoreTel may correct this in a future build ShoreTel may correct this in a future build ShoreTel may correct this in a future build ShoreTel may correct this in a future build ShoreTel may correct this in a future build 800-1401-01 14 of 14