Contact Center Solutions and Call Accounting Version 6.0 Fix Pack 1 includes a number of defect fixes that address customer reported issues.

***NOTE: All fixes in Fix Pack 1 are included in our current release of 6.0.1, available at the download location listed below.***

Product areas improved in this release


• Contact Center Management - Account codes double pegging when Calling party clears the call.

  • Description: Account Codes were being double-pegged when the calling party cleared the call.

    Workaround: None

    Resolution Notes: Changes were made to ensure Account Codes are pegged accurately regardless of which party clears the call.

• Contact Center Management - Preannouncement delay on answering a call.

  • Description: Pre-announcements are intermittently experiencing a slight delay before being played when ACD calls are answered, leaving dead air at the beginning of the call..

    Workaround: None

    Resolution Notes: Pre-announcements now play as expected.

• Contact Center Management - Problem with Scheduled reports with French language preference (Unable to click execute now in web UI when french language set).

  • Description: When the language preference in the Contact Center Management website was set to French, the "Execute now" button for Scheduled Reports became inactive.

    Workaround : None

    Resolution Notes : Changes were made to the date/time settings to ensure reports could be generated when the language preference is set to French.

• Contact Center Management - Queue Now Alarm stops triggering when config change update received by client.

  • Description: When a queue configuration modification was made in YourSite Explorer and there were alarms set for the Queue Now monitor, after clients received the configuration change update, the Queue Now monitor alarm stopped functioning.

    Workaround : None

    Resolution Notes: This issue has been resolved and Queue Now alarms are now functioning as expected.

• Contact Center Management - Team Performance by Agent Chart has missing or incorrect labels for the data points.

  • Description: Team Performance by Agent charts were missing or had incorrect labels for the data points.

    Workaround: None.

    Resolution Notes: Updates were made to ReportBuilder to ensure all labels display accurately for Team Performance by Agent charts.

• Contact Center Management - CCMWeb shows innaccurate licensing values for BE-ICC.

  • Description: Licensing information was displayed incorrectly in the Contact Center Management website for Contact Center Business Edition Interactive Contact Center. Functionality was intact. This was purely a UI issue.

    Workaround: None

    Resolution Notes: Changes were made to the GUI to ensure appropriate licensing information is displayed.

• Contact Center Management - Agent Group Event by Agent by Day of Month - report is cut off at around 1000 rows.

  • Description: The Agent Group Event by Agent by Day of Month was able to hold only 1000 rows of data.

    Workaround : None.

    Resolution Notes: Changes were made to the template for this report to enable up to 10 000 rows of data to display.

• Contact Center Management - Extension state by position monitor does not show extension names unless its an ACD agent

  • Description: The Extension State by Position monitor was only showing ACD agent names and not displaying non-ACD agent names.

    Workaround: None.

    Resolution Notes: Changes were made to ensure non-ACD and ACD agent names display in the Extension State by Position monitor.

• Contact Center Management - Unable to restore v5.8.0.6 backup into 6.0.

  • Description: When attempting to back up data for a Version 5.8 environment and restore this data to a Version 6.0 environment, the restore process sometimes failed.

    Workaround: None.

    Resolution Notes: Changes were made to the security list component of backup and restore to rectify this situation and ensure efficient backup and restore from Version 5.8 to Version 6.0.

• Contact Center Management - Can't open Contact Center Solutions User Guide - pdf is damaged.

  • Description: In some cases, the Contact Center Solutions User Guide could not be opened in pdf format from the server or on client computers.

    Workaround: None.

    Resolution Notes: If you are unable to open the Contact Center Solutions pdf, browse to http;//www.prairiefyre.com/wp-content/rscs/documentation/ContactCenterSolutions_UserGuide.pdf. Download this file and, on the Enterprise Server, browse to C:\Program files\prairieFyre Software Inc\CCM\Websites\CCMWeb\webforms\help and delete the ContactCenterSolutions_UserGuide .pdf file in this directory. After the file has been deleted, copy the file you downloaded from the prairieFyre Software website into this directory.

• Contact Center Management - Queue Group Now - Queues have two 'Avg Talk Time' columns.

  • Description: The "Avg Talk Time" column displays twice in the Queue Group Now monitor, but contains different values.

    Workaround: None.

    Resolution Notes: One of the "Avg Talk Time " columns was mislabelled and has been corrected to "Avg Time Hndl".

• Contact Center Management - DNIS reports with classification codes double-pegging.

  • Description: Non-trace DNIS reports were showing double call pegs for any calls with Account Codes.

    Workaround: None.

    Resolution Notes: Changes were made to ensure statistics for calls with Account Codes are accurate.

• Visual Workflow Manager - Hunt group validation is not being cleared when removing 'invalid hunt group member'.

  • Description: When configuring hunt groups in YourSite Explorer, if a validation error displayed due to an invalid hunt group member, after the invalid hunt group member was removed, the error continued to display.

    Workaround: None.

    Resolution Notes: Changes were made to ensure if all hunt group information is valid, the validation error will not display.

• Visual Workflow Manager - A transfer to a 'NameTag' Hunt Group fails.

  • Description: Calls were not being transferred to NameTag type Hunt Groups.

    Workaround: None.

    Resolution Notes: Updates ensure that calls are transferred appropriately to NameTag type Hunt Groups.

• Visual Workflow Manager - 1 call showing as 2 calls waiting.

  • Description: Intermittently, calls that were hung up during a blind transfer, would get stuck in the queue and the port would register as busy and, therefore, be unavailable.

    Workaround: None.

    Resolution Notes: Changes were made to call handling to ensure these calls would not become stuck in the queue.

• Visual Workflow Manager - Calling IVRInbound port causes messaging service to restart.

  • Description: Calling the IVRInbound port was causing the messaging service to restart.

    Workaround: None.

    Resolution Notes: Changes were made to the SQL script file to correct issues with the IVRInbound service.

• Visual Workflow Manager - IQ to VWM tool fails with Unhandled Exception.

  • Description: The Intelligent Queue to Visual Workflow Manager Migration Wizard was intermittently failing. The workaround is: copy the ComponentFactory.Krypton.Toolkit.DLL file from the \applications\yse folder to the \applications\IQtoVWMConversion folder.

    Workaround: None.

    Resolution Notes: Changes were made to the Intelligent Queue to Visual Workflow Manager Migration tool to ensure it works as expected when migrating from Intelligent Queue to IVR Routing.

• Visual Workflow Manager - Unable to insert DNIS numbers/Conditions.

  • Description: In YourSite Explorer, when configuring IVR Routing within Visual Workflow Manager, DNIS numbers and conditions could not be inserted into call flows.

    Workaround: None.

    Resolution Notes: Changes were made to ensure DNIS numbers and conditions can be inserted into call flows.

• Workforce Scheduling - Work Summary hours report is not correct.

  • Description: The Summary Schedule by Employee report was returning results for all schedules (active and inactive) for each employee.

    Workaround: None.

    Resolution Notes: Updates were made to ensure the Summary Schedule by Employee report only includes active schedules for each employee.

• Multimedia Contact Center - Emails being transfered are not being offered in proper priority in queue.

  • Description: Direct emails were being offered to the queue before transferred emails regardless of priority.

    Workaround: None.

    Resolution Notes: Changes were made to ensure transferred emails are recognized and prioritized appropriately.

Hotfixes not included in this release

The following hotfixes were not included in Version 6.0 Fix Pack 1 and will be included in a future fix pack.

NOTE: If these hotfixes are business critical, we recommend you delay the upgrade until the hotfix is made available.



• Contact Center Management - [60720]

  • Description: Contact Center Client buttons were intermittently "graying out" and "Failed to set GlobalCallIds: Object reference not set to an instance of an object" error was displaying.

    Resolution: Changes were made to ensure Contact Center Client buttons remain active and do not produce this error without justification.

• Salesforce.com - [60659]

  • Description: External calls transferred from other agents were being handled as internal calls.

    Resolution: Updates were made to ensure external transferred calls are pegged as external calls. This hot fix will be included in Version 6.0 Fix Pack 2.

• Visual Workflow Manager- [61012]

  • Description: Visual Workflow Manager improvements.

    Resolution: Changes were made to improve various aspects of the Visual Workflow Manager application. This hot fix will be included in Version 6.0 Fix Pack 2.

  
  

Due to export regulations, direct links to the hotfix associated with this Knowledge Base article is no longer provided through prairieFyre Software's Knowledge Base and FTP server. Instead, you will have to login to www.mitel.com using your Mitel OnLine credentials to gain access to downloads.

1. Using a web browser browse to http://www.mitel.com.
2. Click Login.
3. Type your MOL User ID and Password and click Log in.
4. Under Support click Software Downloads.
5. To download
• A Contact Center Enterprise Edition hotfix, click Contact Center Enterprise Edition=>Contact Center Enterprise Edition Software Download and after Download the Mitel Networks Contact Center Enterprise Edition, click CCEE_FullRelease.
• A Contact Center Business Edition hotfix, click Contact Center Business Edition=>Contact Center Business Edition Software Download and after Download the Mitel Networks Contact Center Business Edition, click CCBE_FullRelease.
• A Call Accounting hotfix, click Call Accounting=>Call Accounting Software Download and after Download the Mitel Networks Call Accounting, click CA_FullRelease.
The Download Center opens.

6. Click Installing Contact Center Solutions and Call Accounting hotfixes.
7. In the list of available hotfixes, identify the hotfix you require using the number of this Knowledge Base article, and click the associated Web Download or FTP Download link.

APPLIES TO

CCM version 6.0

Keywords : 48209 54817 56169 57560 57961 58172 58360 59284 59286 59337 59683 59775 58177 59559 60245 60758 60860 60861 55982 59719 Fix Pack 1