• Description : Queue duplication caused discrepencies between agents’ handle time in the Agent Group Performance by Agent report and the Queue Group Performance by Agent report.

  Workaround : None

  Resolution Notes : Changes were made to ensure accurate reporting.

• Description : Following an upgrade to 5.8, occassionally, DNIS Performance reports were not pegging ACD path calls as ACD over remote nodes.

  Workaround : None

  Resolution Notes : Changes were made to ensure that ACD calls were pegged correctly.

• Description : A third-party workforce scheduling application was importing data into Verint incorrectly, causing time intervals to shift, resulting in inaccurate reporting.

  Workaround : None

  Resolution Notes : Changes were made to ensure time intervals were being pegged accurately.

• Description : Under some scenarios, issues in the upgrade process to 5.8 Fix Pack 6 resulted in Contact Center Management experiencing reporting discrepancies.

  Workaround : None

  Resolution Notes : The issues were the result of improper process being followed during upgrade. The configuration wizard now checks for and resolves this issue.

• Description : Issues with AccountCodeSet events resulted in transfer destinations being cleared, affecting unsupervised transfers.

  Workaround : None.

  Resolution Notes : Changes were made to avoid erroneous clearing of transfer destinations.

• Description : Intermittently, program issues caused Workforce Scheduling to become inactive after changes were made.

  Workaround : None

  Resolution Notes : Changes were made to prevent programming issues and to shorten the default timeout for updates.

• Description : Intermittently, Salesforce.com Integration Client registered too many messages with the Enterprise server, resulting in port information being displayed rather than the caller ANI.

  Resolution : Changes were made to prevent too many messages being registered with the Enterprise Server.

  
  

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.

WARNING: Installing the hotfix will Stop and Start ALL prairieFyre services.
It is recommended to install the hotfix outside of regular business hours to avoid any potential service affecting issues.

APPLIES TO

CCM version 5.8 FP9