Contact Center Solutions and Call Accounting Version 6.0 Fix Pack 2 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 - ACD Inspector results Date format not respecting English-UK preferences setting.

  • Description: When Contact Center Management was configured with the English-UK preferences setting, the ACD Inspector returned data with an incorrect date format.

    Workaround: None

    Resolution Notes: The ACD Inspector now returns the data in the correct dd/mm/yyyy format if the English-UK preferences setting is selected.

• Contact Center Management - Screenpop delivering wrong information (IQ port instead of caller info).

  • Description: Screen pops displayed Intelligent Queue port information to agents rather than caller information when blank ANI information was sent to the Enterprise Server.

    Workaround: None

    Resolution Notes: Empty fields are now sent by the Enterprise Server to screen pop rather than port information.

• Contact Center Management - Security roles in WFS do not restrict access to WFS program.

  • Description: The checkbox for enabling or disabling access to Workforce Scheduling in Contact Center Management Security Roles did not restrict access.

    Workaround : None

    Resolution Notes : This issue has been resolved and the checkbox in Contact Center Management Security Roles now restricts access to Workforce Scheduling.

• Contact Center Management - Team Performance by Agent over midnight report showing "Failed".

  • Description: The Team Performance by Agent report failed to run successfully over-midnight (5 pm to 5 am).

    Workaround : None

    Resolution Notes: Changes were made to the Team Performance by Agent report to remove the errors that were preventing report completion.

• Contact Center Management - Team by Period over midnight sorts incorrectly.

  • Description: The Team Performance by Agent report sorted results incorrectly when run over-midnight, sorting from early to late (12:00 am to 10:00 am and 5:00 pm to 12:00 am) instead of late to early (5:00 pm to 10:00 am).

    Workaround: None.

    Resolution Notes: The Team Performance by Agent report over-midnight was updated to ensure that the report sorts in the correct time sequence.

• Contact Center Management - Standard reports are failing under Windows Authentication and win2003.

  • Description: When using Windows Authentication, IIS denied the ReportingService permission to download report rule and template files from Contact Center Management, causing reports to fail..

    Workaround: None

    Resolution Notes: The behavior of ReportingService was changed so that it opens report templates and rule files rather than downloading them from Contact Center Management.

• Contact Center Management - AccountCode is double pegged in Agent Performance by Account Code report.

  • Description: Account Codes were being double-pegged in the Agent Performance by Account Code report.

    Workaround : None.

    Resolution Notes: Changes were made to prevent pegging on an incoming SMDR segment if the same Account Code was found on another outbound SMDR segment, ensuring Account Codes are pegged accurately.

• YouSite Explorer - Queue editing consumes 100% of a single core.

  • Description: Response times were very slow when editing a queue device if a large number of queues were open in YourSite Explorer.

    Workaround: None.

    Resolution Notes: YourSite Explorer no longer experiences slow response times as a result of a large number of visible queues.

• YourSite Explorer - YSE unable to save queue information due to invalid values in EmbeddedMusicSource fields under 3300 ICP Options tab within a queue config.

  • Description: YourSite Explorer was unable to save queue information due to invalid values in EmbeddedMusicSource fields under 3300 ICP Options tab within queue configuration.

    Workaround: None.

    Resolution Notes: When synchronizing with the telephone system, YourSite Explorer no longer increments the EmbeddedMusicSource field to an invalid value.

• Contact Center Client - Discrepancy between Queue Now and Queue Now Chart.

  • 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 Client - Enterprise reloads Queues over and over when programmed as Agent Controller.

  • 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".

• SalesForce.com Integration Client - Queue with forced class code entry -> when SalesForce agent finishes an ACD call, worktimer is cancelled as soon as the class code radio button is clicked.

  • Description: After a Salesforce.com agent finished an ACD call, selecting a classification code canceled work timer and returned the agent to the Idle and Logged in state.

    Workaround: Enter all notes BEFORE you click one of the class code radio buttons.

    Resolution Notes: Classification codes now function as expected in the Salesforce.com integration.

• SalesForce.com Integration Client - Call placed by hotdesking agent logged into salesforce does not displayed Dialed Number information.

  • Description: The Salesforce.com integration did not show the dialed number when used with the agent hot desking option.

    Workaround: None.

    Resolution Notes: Salesforce.com integration now shows the dialed number when used with the agent hot desking option.

• SalesForce.com Integration Client - System Performance Causing Problems with CTI Adapter.

  • Description: Some systems experienced performance degradation resulting in thread lock time outs that caused events to be purged from the event sync and created unexpected behavior in the CTI Adapter.

    Workaround: None.

    Resolution Notes: Changes were made to the Salesforce.com Adapter configuration options to create more flexibility in the ThreadLockTimeout key values located in the SalesForceCTI.exe.config.xml file.

• SalesForce.com Integration Client - Thread Lock Failure Causes Adapter Freeze.

  • Description: The user interface became unresponsive because of cumulative thread lock errors. This prevented other functions from locking, resulting in a lack of updates to the user interface.

    Workaround: None.

    Resolution Notes: Changes were made to the Salesforce.com Adapter configuration options to create more flexibility in the ThreadLockTimeout key values located in the SalesForceCTI.exe.config.xml file.

• SalesForce.com Integration Client - 3-way conference - Clicking split then retrieve from hold crashes CTI adapter.

  • Description: When an agent who was logged into Salesforce.com answered a call, clicked "Conference', clicked "Split", and then clicked "Retrieve from Hold", the call was lost and the Salesforce.com adapter became unavailable. In addition, Salesforce and the soft phones involved in the call continued to recognize the call as active even though it was not.

    Workaround: None.

    Resolution Notes: "Conference", "Split", and "Retrieve from Hold" function as intended and the Salesforce.com integration no longer loses calls as a result of this issue.

• SalesForce.com Integration Client - Calls reporting over 60,000 minutes long.

  • Description: Salesforce.com Integration Client read the timer before the value was initialized to 0, which caused random values to be being read. This resulted in calls of excessive and erroneous length being reported.

    Workaround: None.

    Resolution Notes: Modifications from Salesforce.com were incorporated into the Salesforce.com Integration Client to ensure proper reporting of call length.

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

  • Description: Inbound ACD calls that were warm transferred to other agents were being handled as internal calls by the Salesforce.com Integration Client's CTI Adapter.

    Workaround: None.

    Resolution Notes: Changes were made to Salesforce.com Integration Client to ensure transferred external calls are treated as inbound calls.

• SalesForce.com Integration Client - When on SIP, outbound calls not logged in SalesForce until established/answered.

  • Description: Outbound calls were not logged in Salesforce.com until they were either established or answered.

    Workaround: None.

    Resolution Notes: Changes were made to the Salesforce.com Integration Client so that unestablished outbound calls generate call logs.

• Contact Center Softphone and PhoneSet Manager- Searching for extension with a * in it from within the softphone settings tab gives an error.

  • Description: The Add Extension search function in the Contact Center Softphone configuration window was treating an asterisk (*) between two numbers as a character rather than a wildcard.

    Workaround: None.

    Resolution Notes: Changes were made to Contact Center Softphone to ensure the asterisk was treated correctly as a wildcard.

• Intelligent Queue - When a client does not answer a call back it is not marked as requeued.

  • Description: Requeued callbacks were not being displayed in the Queue Performance by Period report.

    Workaround: None.

    Resolution Notes: Requeued callbacks display correctly in the Queue Performance by Period report.

• IVR Routing - Incorrect parsing of "/" during IQ to VWM Migration if in a string for a Schedule name.

  • Description: Intelligent Queue schedule names that included the '/' character were not migrated to IVR Routing successfully by the IQ to VWM Migration tool.

    Workaround: None.

    Resolution Notes: Intelligent Queue schedule names now migrate successfully by the IQ to VWM Migration tool.

• IVR Routing - Adding play variable to Excel, not being play in Engine..

  • Description: Assigning a variable to a Play activity after querying the value from Excel did not read back the variable content.

    Workaround: None.

    Resolution Notes: Visual Workflow Manager reads back the variable content as expected.

• IVR Routing - VCD information is not properly reported in PSM screenpop.

  • Description: Verified Collected Digit information was not displaying in the Contact Center PhoneSet Manager screen pop. Only the Collected Digit information displayed.

    Workaround: None.

    Resolution Notes: Verified Collected Digit information now displays in Contact Center PhoneSet Manager screen pop.

• IVR Routing - SQLWriter does not work is any VWM Call flow names, port names, etc have ' in them.

  • Description: When naming extensions, hunt groups, call flows, prompts, callback plans, rules, holidays, variables, and music on hold playlists in YourSite Explorer, the use of apostrophes in the name slowed down the operation of SQL Writer and caused unnecessary configuration delays.

    Workaround: Don't use single quotes.

    Resolution Notes: The use of apostrophes in names no longer slows down the SQL Writer operation or causes configuration delays.

Hotfixes not included in this release

The following hotfixes were not included in Version 6.0 Fix Pack 2 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 Client - [63295 & 66399]

  • Description: Screen pop was not pulling contacts from Microsoft Outlook.

    Resolution: Outlook Screen Pop connector has been updated to resolve this issue. This hot fix will be included in Version 6.0 Fix Pack 3.

• Contact Center Client - [65102]

  • Description: The Summarize function was unable to summarize data for days that included SMDR data collection errors. These errors were a result of calls going to voicemail and then routing back repeatedly.

    Resolution: Changes were made to resolve this issue. This hot fix will be included in Version 6.0 Fix Pack 3.

• Multimedia Contact Center- [66356]

  • Description: Because of problems with smart algorithms, voice agents were not being removed from Make Busy when they should have been.

    Resolution: Changes were made to how Make Busy records are generated to resolve the issue. This hot fix will be included in Version 6.0 Fix Pack 3.

• Contact Center Softphone and PhoneSet Manager- [60720]

  • Description: During an ACD call, if the answer button was pressed twice, the line state registered as Idle and the hang up and transfer/conference buttons were disabled.

    Resolution: Changes were made to Contact Center Softphone to resolve the issue. This hot fix will be included in Version 6.0 Fix Pack 3.

• Mitel 3300 - [57846]

  • Description: The loss of MiTAI heartbeat caused congestion errors, which led to a restart of the MiTAI Proxying. During the restart, the MiTAI client became unresponsive, forcing the WatchDog to step in and restart the service.

    Resolution: Changes were made to resolve this issue. This hot fix will be included in Version 6.0 Service Pack 1.

  
  

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 : 47262 57830 62020 62270 62373 62395 56193 57193 62695 47475 57216 54140 54974 56883 57858 59879 60587 60660 62902 55984 53750 54219 60986 60996 61712 Fix Pack 2