Product areas improved in this release


• Contact Center Management - Summarize is slow when life cycle is enabled via YSE. When disabled all is normal.

  • Description : When life cycle reporting was enabled on the Enterprise Server, Summarize was slow to complete.

    Workaround : None.

    Resolution Notes : This issue has been resolved and Summarization time is back to normal.

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

  • Description : Licensing details for Interactive Contact Center Business Edition were not displaying correctly in the Contact Center Management website.

    Workaround : None.

    Resolution Notes : The GUI was corrected to resolve this issue.

• Contact Center Management - Make Busy Codes are being pegged twice in reports (Make busy 0 always shows).

  • Description : Make Busy codes were being double-pegged in reports.

    Workaround : None.

    Resolution Notes : Changes were implemented to ensure Make Busy code counts in reports are accurate.

• Contact Center Management - Inspectors and Forecasting tool not working for new users.

  • Description : The Inspectors and Forecasting tools were not functioning.

    Workaround : None.

    Resolution Notes : Changes were made to the code to ensure Inspectors and the Forecasting tool function correctly.

• Intelligent Queue - Creating interactive tree's in 5.8 makes them unviewable in the call flow viewer and DTMF sub menu is also not accessible.

  • Description : When you created interactive trees, they were not viewable in the call flow viewer. In addition, the DTMF sub-menu was not functioning.

    Workaround : None.

    Resolution Notes : Changes were made to repair these issues. Interactive trees display in the call flow viewer and DTMF options display at all levels.

• Intelligent Queue - Purchased options screen displays wrong number of ports.

  • Description : After saving settings in the Purchased Options screen, if you left that screen and returned, only half of the purchased ports displayed.

    Workaround : None

    Resolution Notes : Once settings in the Purchased Options have been saved, they continue to display correctly.

• Intelligent Queue - IQ GUI performance slow after upgrade.

  • Description : After upgrading, logging in and loading interactive trees was taking longer than expected.

    Workaround : None.

    Resolution Notes : Changes were made to ensure logging in and loading interactive trees is expeditious, as expected.

• Intelligent Queue - Unable to configured Purchased Options for site: WebCallBack and AgentRecording values not correct.

  • Description : The Intelligent Queue Business Edition Purchased Options screen information was not aligning with product licensing. Specifically, the WebCallBack and AgentRecording values were incorrect.

    Workaround : None.

    Resolution Notes : Changes were made to ensure Purchased Options align with product licensing.

• Intelligent Queue - New trees cannot be modified.

  • Description : When attempting to modify interactive trees, an error message was displaying and not all tree options were showing. If the interactive tree was saved after modifying and then reopened, some of the modified elements were missing.

    Workaround : None.

    Resolution Notes : Modifications to the code corrected this problem.

• Intelligent Queue - IQ ports going out of service for 2 to 3 seconds intermittently throughout the day.

  • Description : Intelligent Queue ports were intermittently going out of service for 2 - 3 seconds.

    Workaround : None

    Resolution Notes : Changes were made to the way abandoned calls were handled to repair this issue.

• Intelligent Queue - Layers and Exit codes and other iTree components are dissapearing and re-appearing within the CCM config.

  • Description : When adding new, or modifying existing, interactive trees on multiple Intelligent Queue servers, the Contact Center Management configuration screen was not displaying the new values for all of the servers.

    Workaround : None.

    Resolution Notes : To correct this issue, you must set the reg String value "KeepHistoricalIQLayerData" to true. After setting the reg key, you must restart IQMaintenanceService. The key is found here: HKEY_LOCAL_MACHINE\SOFTWARE\Mitel Networks\6160\Features. Please note that setting this key will cause deleted tree values to be retained in the CCM IQ Config screen.

• Multimedia Contact Center - COM event sinks not firing, interflown messages can remain stuck in queues even if quick audits are enabled.

  • Description : With Quick Audit enabled, Microsoft COM event syncs were not firing and interflowed webchats were getting stuck in the queue.

    Workaround : None.

    Resolution Notes : Changes were made to ensure chats route, transfer, and interflow as expected.

• Multimedia Contact Center - Emails being transfered are not being offered in proper priority in queue.. Direct emails to queue are offered first. (Quick audits).

  • Description : When emails were transferred they were not being properly prioritized in queue. New emails being offered directly to the queue were receiving a higher priority than emails that were transferred to the queue.

    Workaround : None.

    Resolution Notes : This issue has been resolved and transferred emails are being prioritized correctly.

• Multimedia Contact Center - Realtime & MCC not functioning correctly due to invalid cast error.

  • Description : The real-time data display in Contact Center Client was malfunctioning, even though data was still filing correctly. Multimedia Contact Center was also malfunctioning, affecting email routing.

    Workaround : None.

    Resolution Notes : The dll files were updated to correct this problem.

• Interactive Contact Center - Unavailable calls don't get cleared from an IVQ monitor.

  • Description : Calls forwarded to an unavailable answer point were not clearing to the Interactive Visual Queue monitor.

    Workaround : None

    Resolution Notes : This issue has been fixed. Calls forwarded to unavailable answer points now clear to the Interactive Visual Queue monitor.

• YourSite Explorer - Cannot write back to PBX when adding agent to agent group in YSE.

  • Description : If you deleted an agent from an agent group and the changes were shared with the telephone system, then you added the same agent back to the same agent group using YourSite Explorer, the telephone system would not update with this information. For the telephone system to recognize the change, you had to program the agent changes in the telephone system and then do a full synchronization in YourSite Explorer..

    Workaround : None.

    Resolution Notes : Changes were made to ensure agents could be added or deleted to or from agent groups in YourSite Explorer and, following synchronization, these modifications would be written to the telephone system.

• YourSite Explorer - Can't save any changes made in the telephone system settings.

  • Description : When using a CoR greater than 97, users were unable to save changes they made to the telephone system settings in YourSite Explorer.

    Workaround : None.

    Resolution Notes : Changes were made to the Class of Service handling to correct this issue.

• Softphone - Agent Log In During Failover and Interaction With Makebusy/Classification Codes.

  • Description : If an agent had logged in during failover using their desk phone, when they hung up a call they were being placed in Make Busy without the opportunity to enter a classification code or cancel the work timer.

    Workaround : None.

    Resolution Notes : This issue has been resolved. Agents who log in during failover are given the opportunity to enter a classification code or end the work timer when the call is concluded.

Hotfixes not included in this release

The following hotfixes were not included in Version 5.8 and will be included in a post-release Fix Pack.
NOTE: If these hotfixes are business critical, we recommend you delay the upgrade until the hotfix is made available for the Version 5.8 release stream.


• SalesForce.com Integration - [60659] - External Calls Transferred from Other Agents Are Always Handled as Internal.

  • Description :This hot fix resolves the following issues and will be included in 6.0 Fix Pack 2: • External calls transferred from other agents are being handled as internal. • The ability to push information to the Salesforce.com call task in the defined fields "ANI" and "DNIS" was added. This is a configurable option that is disabled by default and can be enabled with a config key in the app.config.

    Workaround : None.

• SalesForce.com Integration - [62753] - Since cutover to SIP, outbound calls not logged in SalesForce until established/answered.

  • Description : This hot fix resolves the following issue and will be included in 6.0 Fix Pack 2: • Outbound calls are not logging into Salesforce.com until they are answered.

    Workaround : None.

• SalesForce.com Integration - [63540] - SalesForce Hotfix

  • Description :This hot fix resolves the following issues and will be included in 6.0 Fix Pack 2: • External calls that were transferred from other agents were being handled as internal. • When ACD calls were transferred from one hotdesking agent to another, the DNIS was not available in the 2nd agent's Salesforce.com display. • When an agent received an ACD call and conferenced in a 2nd agent, the 2nd agent's display showed the transferring agent's information instead of the external caller's ID. • Reports included some abnormally long and inaccurate call lengths. • When a hotdesking agent transferred an ACD call to a 2nd hotdesking agent, the caller's DNIS did not display for the 2nd agent. If it was an unsupervised transfer, the "Dialed Number" field and queue did not display. If it was a supervised transfer, the "Dialed Number" field was blank for the 2nd agent and the queue did not display. • When agents received non-ACD calls, the "Queue" column did not contain any information.

    Workaround : None.

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 5.8 GA Fix Pack 8

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