Article ID: 51443 - Last Review: September 20, 2012

** NOTE: This hotfix is included in our latest release, 6.0 Service Pack 1. Click here to view the article and instructions on where to download it. If you require this hotfix without upgrading to the current fix pack/service pack, please contact Customer Support for assistance. **

This is the list of all items for KB62877 for 6.0 Fix Pack 1, released on Thursday, March 22, 2012. This hotfix is mandatory for any site running IVR/VWM. KB62877 contains all of the fixes found in KB61012.

Product areas improved in this release


• Visual Workflow Manager - Toolbox greyed out, unable to create call flow activities.

  • Description: In YourSite Explorer, under Visual Workflow Manager, the Toolbox is greyed out when you are in the callflow designer.

    Workaround : None

    Resolution Notes : Changes were made to ensure that the Toolbox is active to allow you to create activities.

• Visual Workflow Manager - 5020 IP ports not coming into service on remote IVR node.

  • Description : After the creation of remote 5020 IP messaging ports, the ports are not coming in service.

    Workaround : In order to resolve the issue temporarily, you can disable real-time, configure the ports to the remote node then re-enable real-time in YourSite Explorer.

    Resolution Notes : Changes were made to ensure that the remote 5020 IP ports come in service when saved on a remote node.

• Visual Workflow Manager - UPIQ field for VWM is missing at 1024x768 resolution.

  • Description : When using a 1024x768 screen resolution, the prompt grid is missing within the Queue\UPiQ tab.

    Workaround : Change the screen resolution to something bigger then relaunch YourSite Explorer.

    Resolution Notes : Changes were made so that the prompt grid appears in a 1024x768 resolution.

• Visual Workflow Manager - Greeting is not being played before routing the call to its destination.

  • Description : When a call is routed to its destination and a greeting should be played before - the greeting is not played.

    Workaround : None

    Resolution Notes : Changes were made so that whenever a greeting is configured, it will play before the call is routed to its destination.

• Visual Workflow Manager - Prompt playback issues on French OS.

  • Description : When creating a management callflow the Language activity is not displayed in the list.

    Workaround : None.

    Resolution Notes : Changes were made so that the language activities are available in the toolbox.

• Visual Workflow Manager - Config changes affecting Inbound call processing.

  • Description : Saving changes in YourSite Explorer could affect the inbound call processing if system is running on a single core processor.

    Workaround : If the server is virtual, increase the amount of virtual processors.

    Resolution Notes : Changes were made to ensure that the inbound call processing is not affected by changes made in YourSite Explorer.

• Visual Workflow Manager - Subroutines are not required to be validated like call flows.

  • Description : When assigning ports to a callflow, it automatically becomes in need of validation before being published. Subroutines could be added to a callflow without needing to be validated which could cause issues if parameters are missing.

    Workaround : None.

    Resolution Notes : Changes were made to ensure that subroutines are validated to prevent having any configuration issues.

• Visual Workflow Manager - Logs states that a WAV file was not present when publishing then a second later is it there.

  • Description : If you are using non-US English as your site default and make changes to your call flow during business hours, if a call comes in during those seconds the caller will hear nothing as the prompts will not be playing.

    Workaround : None.

    Resolution Notes : Changes were made to prevent this from being an issue.

• Visual Workflow Manager - When saving a new prompt, it shows the Call Flow - Publishing message and never refreshes.

  • Description : When saving changes to a call flow, the call flow label shows as publishing and does not refresh.

    Workaround : None.

    Resolution Notes : Changes were made to ensure that the call flow state refreshes when it's done being published.

• Visual Workflow Manager - When the system goes to play a callback message, it looks in the EN-US folder for the recording, rather then the site language folder where it was saved.

  • Description : No matter what language the site is by default, it will look in the EN-US folder for recordings.

    Workaround : None

    Resolution Notes : Changes have been made to look in the folder of the language the site is configured as for recordings.

• Visual Workflow Manager - "Round to nearest Minute" causes UPIQ to report multiple times.

  • Description : When you are using UPIQ and you have enabled "Round to the nearest minute" configured, and the wait times are high, some callers will get upiq reported more than once.

    Workaround : None

    Resolution Notes : Changes were made to ensure the correct formula is being used for UPiQ.

• Visual Workflow Manage - GoTo action is not working for one specific menu, despite it working for the others.

  • Description : In two identical menus, one Goto action works for one but not the other.

    Workaround : None

    Resolution Notes : Changes were made so that all the Goto actions work.

• Visual Workflow Manager - Errors in port logging: Could not find an instance of the first pass. Deleted row information cannot be accessed through the row..

  • Description :We identified some errors in the IvrInboundService log for ports.

    Workaround : None.

    Resolution Notes : Additional protection was created to prevent these errors from occuring.

• Visual Workflow Manager - Wave files not playing when calling subroutine after time change on server.

  • Description : After a server time change, calls made to subroutines will not play WAV files.

    Workaround : None

    Resolution Notes : Changes were made to subscribe to WindowEvent TimeHandler events and verify if any workflow timestamps are in the future. If so, we will stamp them with the current time.

• Contact Center Solution - Fixpack 1 fails with error running change scripts.

  • Description : The installation of 6.0 Fix Pack 1 fails on change scripts.

    Workaround : You can ignore the failure when installing the Fix Pack.

    Resolution Notes : Changes were made to update the change scripts successfully with the installation of KB62877.

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 Fix Pack 1

Keywords : 63282 64586 63280 63279 63278 63277 64897 64899 64903 64933 66092 63269 63268 63267 61666 62877