New features and enhancements


• Auto attendant

  • Description : Contact Center for Microsoft Lync supports the creation of auto attendants using queues and dial out of queue functionality. For more information, see “Appendix A: Application Notes” on page 15 of the DRN document.

• Microsoft Lync October Cumulative Update

  • Description : prairieFyre Contact Center for Microsoft Lync Version 5.10.1.1 supports the Microsoft October 2012 Cumulative Update. For information regarding the Lync Cumulative Update, see http://support.microsoft.com/kb/2737155.

• Welcome Greeting Enhancements

  • Description : The Welcome Greeting now plays in its entirety, regardless of agent availability. This ensures any crucial message information is relayed to callers. Reporting has been adjusted to align with this new functionality. TimeStamp, Duration, and TimeToAnswer field in SMDR records are now based on the time after the welcome greeting has finished playing.

Product areas improved in this release


• Contact Center for Microsoft Lync - 89171

  • Description : In rare cases, queues became stuck in Do Not Disturb and could not be removed as a result of the loss of ACD queue endpoints.

    Workaround : None

    Resolution Notes : Changes to the code were made to ensure that if ACD queue endpoints are lost, the router will recreate new ACD endpoints. Queue endpoints are now audited every minute against configuration and if they are missing, they are recreated.

• Contact Center for Microsoft Lync - 89183

  • Description : Customers were only hearing half of the welcome greeting message as the result of calls being sent to agents, if available, before the welcome message had finished playing.

    Workaround : None

    Resolution Notes : Codes changes to work around the Lync audio clipping issue ensure that the greeting message plays in full even if agents are available to answer calls.

• Contact Center for Microsoft Lync - 89094

  • Description : After upgrading the Enterprise Server to 5.10.1.0, when queues were put into Do Not Disturb after business hours, calls were not routed to the unavailable answering point.

    Workaround : None

    Resolution Notes : Changes to the code resolved this issue and ensure calls are routed to the unavailable answering point.

• Contact Center for Microsoft Lync - 89657

  • Description : Intermittently, after upgrading to 5.10.1.0, if an agent opened the Ignite dashboard, Ignite would produce an error after an ACD call was answered by another agent in the same queue.

    Workaround : None

    Resolution Notes : Changes to the code resolved this issue.

Known issues in Version 5.10.1.1

For hot fixes that address any issues that were not known at the time this document was published;

Customers - contact your Microsoft Channel Partner
Channel Partners - visit the Channel Partner Knowledge Base at http://www.prairiefyre.com/support/knowledge-base.



• Contact Center for Microsoft Lync - 43492

  • Description : The Lync front end server and the Contact Center for Microsoft Lync Enterprise Server cannot be collocated or the Contact Center Management website becomes inaccessible.

• Contact Center for Microsoft Lync - 43896

  • Description : When the Enterprise Router is installed on the same server as a Lync front end server, which is only available in Lync Enterprise Edition, it is not possible to provision a router connection or provision queues. This scenario does not apply to a Lync Standard Edition deployment, where collocating the Enterprise Router and the front end is supported.

• Contact Center for Microsoft Lync - 45163

  • Description : Agents are not being logged off after a PC reboot, causing incorrect agent states. To work around this issue, manually log off agents or close Ignite/Lync before restarting client computers.

• Contact Center for Microsoft Lync - 45436

  • Description : After restoring a backup of the Contact Center for Microsoft Lync database, the Router is offline, the Provisioner does not create end points, and the Provisioner log reports constant errors. To work around this issue, manually restart the prairieFyre Router, Listener, and Provisioner services once you have restored a backup. NOTE: If you must restart the Enterprise Router, we recommend you do so outside of business hours. Otherwise, calls could be lost.

• Contact Center for Microsoft Lync - 45846

  • Description : If you receive a "Too many active endpoints in UCMA" error message, this indicates that your system is below the recommended minimums. If you receive this message, we recommend you run the Lync Capacity Planning Tool and ensure your system meets the recommended minimums, which can be found at http:// www.microsoft.com/downloads/en/ details.aspx? FamilyID=6e8342a7-3238-4f37-9f95- 7b056525dc1a&displaylang=en.

• Contact Center for Microsoft Lync - 45894

  • Description : In order for queues to be dialable during Business Hours when there are no agents logged in to them, the administrator must provision a path unavailable answering point (such as a voicemail or callback extension) within the system provisioning.

• Contact Center for Microsoft Lync - 46676

  • Description : In multi-pool environments, agents and queues are not being pegged with ACD Count and ACD Duration if calls are transferred from Agent A on Pool 1 to Agent B on Pool 2.

• Contact Center for Microsoft Lync - 46614

  • Description : When upgrading versions of Contact Center for Lync Server, you must manually uninstall the prairieFyre Watchdog service before beginning the upgrade.

• Contact Center for Microsoft Lync - 46810

  • Description : If the agent group reporting number is changed, the prairieFyre Router must be restarted before changes will take effect. NOTE: If you must restart the Enterprise Router, we recommend you do so outside of business hours. Otherwise, calls could be lost.

• Contact Center for Microsoft Lync - 44473

  • Description : If you delete all media servers from YourSite Explorer, the Enterprise Server will go offline and the Router log will report errors. If you delete all media servers, you must restart the Enterprise Server service to get your system back online. We recommend you do not delete your default media server.

• Contact Center for Microsoft Lync - 47102

  • Description : Contact Center for Microsoft Lync does not currently support draining a front end server of calls.

• Contact Center for Microsoft Lync - 47209

  • Description : If there is an interruption in internet service or connectivity while the Enterprise Router installation downloads UCMA 3.0 setup files, you must manually restart the installation. The UCMA 3.0 download can be accessed at http://www.microsoft.com/downloads/en/ details.aspx?FamilyID=4493baab-6214-4770 -8cf9- 69c813e8a9fa.

• Contact Center for Microsoft Lync - 47927

  • Description : When answering calls that ring back to agents after unsupervised transfers, agents are being pegged twice for the ACD Count statistic.

• Contact Center for Microsoft Lync - 48038

  • Description : In environments that are configured with multiple pools, agents are unable to request help to supervisors in other pools using Ignite.

• Contact Center for Microsoft Lync - 57470

  • Description : When restoring a configuration, the router, SIP Listener, Enterprise server, and clients must be restarted. NOTE: If you must restart the Enterprise Router, we recommend you do so outside of business hours. Otherwise, calls could be lost.

• Contact Center for Microsoft Lync - 57841

  • Description : The overflow timer does not function correctly when the "Allow calls to queue when no agent is available" option is selected in YourSite Explorer queue configuration. If agents are not available to answer calls in a queue with an overflow point provisioned and the above option is selected, the calls will follow the overflow point without adhering to the overflow timer settings.

• Contact Center for Microsoft Lync - 61127

  • Description : The Enterprise IP does not accept a hostname as a valid address. An IP address must be entered for the Enterprise IP.

• Contact Center for Microsoft Lync - 63065

  • Description : When you select Make Busy while on an ACD call, the Make Busy timer beings immediately. This timer should not start until the ACD call has ended. This behavior affects the display in the real-time monitor but does not affect report data.

• Contact Center for Microsoft Lync - 65004

  • Description : A queue is overpegged when a call is requeued or interflowed and then transferred via a supervised transfer. As a work around, perform a manual summarize. With routers installed up to and including Hot Fix 62012, this will reduce the queue count. For routers post-release of Hot Fix 62012, this will correct the queue count. Alternatively, only use cold transfers.

• Contact Center for Microsoft Lync - 66386

  • Description : If an agent logs out agent groups during calls, they are set to System Idle and do not receive further ACD calls. If agents wants to make themselves unavailable following an ACD call, it is recommended that during the ACD call, they set themselves into Do Not Disturb or Make Busy and log themselves out of the group(s) following call completion.

• Contact Center for Microsoft Lync - 66500

  • Description : When an agent is merged into a call as a part of a supervised transfer, that agent is not credited with a non-ACD call peg. This issue will be resolved in 5.10.1.0.

• Contact Center for Microsoft Lync - 66905

  • Description : If you configure an E.164 address with a capital T, the router does not update external non-ACD calls in real time. You must provision the address with a lowercase t or else calls may be routed incorrectly. ex: Tel: 6132224444;ext4444 must be changed to tel:: 6132224444;ext4444

• Contact Center for Microsoft Lync - 67474

  • Description : Ignite fails to update successfully despite indicating ’Update for Ignite successful’ while Ignite and Contact Center Client are running. Ensure that Ignite and Contact Center Client are closed before updating.

• Contact Center for Microsoft Lync - 67866

  • Description : Status changes from meetings scheduled in Outlook are not reflected in the Ignite Agent state when an agent is in a scheduled online meeting, on a call, or in a scheduled appointment. To work around this issue, agents may manually change their state to Make Busy.

• Contact Center for Microsoft Lync - 68120

  • Description : We do not currently support the use of custom Lync presence notes.

• Contact Center for Microsoft Lync - 69256

  • Description : During warm transfers, an agent who is in Make Busy displays in the real-time monitors in the Idle column.

• Contact Center for Microsoft Lync - 70305

  • Description : When a logged in agent becomes newly associated to an agent group, the queue does not automatically recognize them. To work around this issue, agents must log out and log back in to Ignite to be recognized in the queue.

• Contact Center for Microsoft Lync - 70615

  • Description : When a call is interflowed from a queue directly to an agent, the agent is put into ACD and the call is incorrectly pegged as an ACD call when it should be non-ACD.

• Contact Center for Microsoft Lync - 70740

  • Description : When the Do Not Disturb setting was initiated via Lync, agents were unable to remove Do Not Disturb using Ignite. We recommend, given that Microsoft has stated their Lync presence updates to be “best efforts” only, that agents use their Ignite client to control their agent state.

• Contact Center for Microsoft Lync - 71368

  • Description : Queues may be temporarily set to Do Not Disturb while the Windows Update Service is updating the Front End server as the Front End server is not available. You must disable Windows Update on all critical servers in the Lync installation.

• Contact Center for Microsoft Lync - 71407

  • Description : After upgrading to the current version, the prairieFyre Updater Service (Listener and Provisioner Services) need to be re-enabled on all Lync Front End Servers.

• Contact Center for Microsoft Lync - 73738

  • Description : Non-ACD calls transferred to an ACD Queue through a blind transfer can only be subsequently transferred to an ACD Queue using a supervised transfer.

• Contact Center for Microsoft Lync - 75763

  • Description : The ANI/DNIS fields were not populating in the SMDR records for non-ACD calls. ANI/DNIS information is stored in SMDR records for ACD calls only.

• Contact Center for Microsoft Lync - 75768

  • Description : When an invalid SIP address was configured for ANI/ DNIS routing, the invalid SIP address warning message was interpreted to mean that only Line URIs are permitted, when, in fact, either a valid SIP address or a valid Line URI is acceptable. We recommend you manually verify that the address you are provisioning for ANI/DNIS routing is dialable from the Lync application. We do not automatically perform verification of the provisioned addresses.

• Contact Center for Microsoft Lync - 75952

  • Description : There is no automatic, internal process in place for checking the validity of the ANI settings that are entered in YourSite Explorer for the ANI/DNIS routing feature. We recommend you manually verify that the address you are provisioning for ANI/DNIS routing is dialable from the Lync application. We do not automatically perform verification of the provisioned addresses.

• Contact Center for Microsoft Lync - 76242

  • Description : Calls were not dialing out of queue for supervised (warm) transfers. When transferring to a queue that requires the caller to be able to perform dial out of queue actions, use unsupervised (cold) transfers instead of supervised transfers.

• Contact Center for Microsoft Lync - 77113

  • Description : In the Queue and Queue Group ANI by Area Code reports, the statistic named “Time to abandon” measures the average delay to abandon.

• Contact Center for Microsoft Lync - 77126

  • Description : When ACD calls were transferred to a queue (using the Invite option), the calls were not being pegged correctly to the Agent Inbound Trace with ANI report. To ensure ANI information in trace reports is accurate, we recommend that agents use the Transfer button and not the Invite option.

• Contact Center for Microsoft Lync - 79016

  • Description : After restoring the database, the media server(s) were not loading. As a work around, if you restore the database, you must restart the Config Service.

• Contact Center for Microsoft Lync - 81156

  • Description : In a Lync configuration with two pools but only one mediation server, calls were not always being redirected because the mediation server was sometimes forwarding calls to the wrong pool. As a workaround, you must have a mediation server configured for each pool.

• Contact Center for Microsoft Lync - 83897

  • Description : Report data for call activity is not produced for queues that are operating in resiliency mode.

• Contact Center for Microsoft Lync - 93150

  • Description : When a new queue is provisioned, the router does not offer calls in queue to agents. To work around this issue, restart the router after provisioning a new queue.

• Contact Center for Microsoft Lync - 93380

  • Description : When a new agent group is created and associated to an existing queue, agents are not able to log into their new group. To work around this issue, restart the router. Alternatively, add agents to the new group one at a time.

• prairieFyre Ignite - 45175

  • Description : The Ignite client sidebar is not accessible or visible when the Lync 2010 client is maximized on a single monitor PC.

• prairieFyre Ignite - 46230

  • Description : If an ACD agent declines a call using the Set to DND option, and then an ACD call goes to the queue for which the agent answers, the call will not be delivered to the agent and the agent’s state will display as System Make Busy. To work around this issue, set a value for the ’Apply the following Do Not Disturb Code when a user puts themselves into Do Not Disturb.’ This will cause the routers to set the agent in DND and make it more apparent to the agent that they are in a DND state, at which point they can clear the DND state manually.

• prairieFyre Ignite - 46567

  • Description : In multi-pool environments, when an ACD call is transferred from one pool to another, the call is being pegged as a non-ACD call.

• prairieFyre Ignite - 61809

  • Description : While in Work Timer mode, if an agent locks their workstation, they will be routed another call before being placed in Make Busy. To work around this issue, ensure agents in Work Timer mode put themselves into the Make Busy state before shutting down their workstation.

• prairieFyre Ignite - 67318

  • Description : When a new agent group is created and has agents added to it, the Ignite client does automatically update the agent group. To work around this issue, restart Ignite client.

• prairieFyre Ignite - 67473

  • Description : If you launch Ignite without having the agent who is logging in provisioned in an agent group, Ignite becomes stuck in the loading phase. Agents must be provisioned in a group for the agent’s desktop to initialize properly. To resolve an Ignite client that is stuck at loading, open the Task Manager and shut down Ignite.

• prairieFyre Ignite - 67786

  • Description : The Ignite log says Configuration Manager successfully loaded newly added Make Busy reason codes, but the list in Ignite is not updated. To work around this issue, restart Ignite to use the newly provided Make Busy reason codes.

• prairieFyre Ignite - 69474

  • Description : When an agent who is not enabled for ACD is enabled for ACD and added to an agent group, the agent’s Ignite client does not register these changes. To work around this issue, restart the agent’s Ignite client.

• prairieFyre Ignite - 69498

  • Description : Ignite lost connection to the real-time server for agents using the Polycom CX600 phone set with the power option set to sleep. We recommend you do not use the sleep power option for the Polycom phone sets.

• prairieFyre Ignite - 70495

  • Description : Newly provisioned Make Busy and Do Not Disturb reason codes do not automatically appear in Ignite clients. To work around this issue, users must exit and restart their Ignite Client.

• prairieFyre Ignite - 78716

  • Description : Ignite was not being updated after an agent was added to a new agent group. If a new agent group is created in Lync, in order for the Ignite client to recognize that new group, the agent must exit and reopen their Ignite application. For this reason, we recommend you create new agent groups after hours if possible.

• Contact Center Client - 45349

  • Description : Backups created using Management Console within Contact Center Client are not saving audio files. To work around this issue, manually backup the audio files in :\Program Files\prairieFyre Software Inc\CCM \MediaDirectory.

• Contact Center Client - 62932

  • Description : Contact Center Client on Windows Vista is not displaying correct agent states as a result of the Lync client lagging. Microsoft indicates that presence updates are "Best Efforts" only. If you are seeing out of step updates, verify your network performance.

• Contact Center Client - 63564

  • Description : Contact Center Client fails after Auditor is run and the user is transitioning back from Auditor to the primary real-time view. It is not recommended that you use Auditor.

• Contact Center Screen Pop - 76366

  • Description : Contact Center Screen Pop information is not displaying when calls were being transferred to agents directly from queues.

• Contact Center Screen Pop - 77156

  • Description : Screen Pop was not functioning for non-ACD calls that were transferred to a queue via the Lync Invite function. As a workaround, if you want to send ANI/DNIS information in a screen pop to the call recipient, use the Transfer button instead of the Invite option.

• Call Recording - 72656

  • Description : When queues were invited to ACD calls, more than one recording was produced for each call. The first recording was of the entire conversation; the second recording only contained the conversation after the invite/transfer. As a workaround, delete the second, extraneous recording.

The download and use prairieFyre software products is potentially controlled by regulations issued by the Canadian DFAIT, the US BIS, and other countries under laws relating to the export and re-export of our software. Under restrictions imposed by such regulatory bodies, prairieFyre software products and hotfixes are not provided through prairieFyre Software's Knowledge Base or FTP server.

Users downloading software from prairieFyre will need to affirmatively certify that you/or your business enterprise:

• Acknowledge that you and your business enterprise shall comply with all Canadian, US and UK exporting and re-exporting rules and regulations, including the ITAR, with respect to the downloaded prairieFyre software product(s).
• Shall not download prairieFyre software products to a country pursuant to the Canadian Export and Import Permits Act and the Export Permits Regulations or as listed on the Canadian Area Control List http://laws.justice.gc.ca/en/e-19/SOR-81-543/index.html and acknowledge that so doing would violate Canadian law.
• Shall not download any prairieFyre software products to any USA embargoed country or sanctioned country.
• Shall not distribute downloaded prairieFyre software product(s) outside of the authorized downloaded country without prior authorization from prairieFyre.
• Is not directly or indirectly involved in the research, development or production of chemical, biological or nuclear weapons, or any missile programmes;
• Is not seeking technical information relating to the design, development or implementation of the cryptographic components, modules, interfaces, or architecture of the cryptographic goods or source code or pseudo-code, in any form, of any of the cryptographic components, modules, or interfaces of the cryptographic goods
• Acknowledge that the use of the downloaded prairieFyre software product(s) is for you or your company’s business use and that the downloaded prairieFyre software product shall not be used for unauthorized end uses or distributed to unauthorized end users.

To download Contact Center for Microsoft Lync software, users must login to www.prairieFyre.com using their personal prairieFyre credentials to gain access to the downloads.

• Browse to http://www.prairiefyre.com
• Click Support > Download software.
• Click on Microsoft Lync Server 2010 Download Center
• Type your provided User ID and Password and click Log in
• Click on Download Center, then Currently Shipping
• Under Latest Fix Pack, you can download the latest release along with the documentation.

If you have any questions or concerns, please contact your prairieFyre representative, or contact priaireFyre at support@prairieFyre.com, or call 613-599-0045, option 3.

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

Lync Server 5.10.1.1