Article ID: 51766 - Last Review: December 13, 2012
This is the list of all items for 6.0.2.0, released on Thursday, December 13th, 2012. For more information, you can visit Mitel Online to download our Detailed Release Notes for this release. New features and enhancements
- Auto-absence on no answer
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| Description : Available as of MCD 5.0 SP2, if an agent does not answer an offered call after a preconfigured amount of time they are removed from their agent group(s) rather than being logged out of their agent group(s). |
- Improvements to server-based alarms
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Description : Contact Center Solutions Version 6.0.2 expands upon the centralized alarming system and is entirely configured in YourSite Explorer. The Maintenance Alarm Dispatcher service performs server maintenance activities as well as controlling all alarming within the network. Alarm notifications can be set up to deliver by email, RSS, SNMP, or within the YourSite Explorer Start Page.
For more information about server-side alarms, see the Contact Center Solutions User Guide. |
- IVR Routing queue resiliency enhancements
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Description : Dynamic call flows in IVR Routing are dependent on real-time queue statistics for accurate call routing. If the Enterprise Server goes offline and real-time connectivity is lost cached data is used as the reference for call statistics. Any call flow components that depend on data derived from real-time queue statistics are affected, for example, prompts, queue condition activities, and Updated Position in Queue (UPiQ) messages. To mitigate this, IVR Routing now offers a new level of queue resiliency that, when configured, detects if the Enterprise Server is offline and routes calls to a static call flow that you have configured for that purpose.
For more information, see the Contact Center Solutions User Guide. |
- IVR Routing variable masking
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| Description : IVR Routing variables can now be configured to hide their contents, enabling variables to be delivered either entirely or partially masked. This limits the risk of potentially exposing confidential information, such as credit card or social insurance numbers in logs, call notes, databases, and screen pops. |
- Russian localization
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| Description : Core Contact Center Solutions products are now available in Russian. |
- Web callback support
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| Description : Web callbacks are now supported in a virtual environment. |
- Technology changes
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Description : Contact Center Solutions and Call Accounting now supports the following:
• Windows Server 2012
• Windows 8 Client
• Windows 8 Server (supported as a server for Contact Center Business Edition or Call Accounting only)
• MCD 6.0
NOTE: Support for MCD 6.0 requires Version 6.0.2 or greater. Prior to upgrading to MCD 6.0, ensure that all IVR Routing ports are provisioned with a Trusted Service Level. IVR Routing ports will not come into service after the upgrade if they were not provisioned as Trusted and will require the ports be provisioned as Trusted in YourSite Explorer and written back to the PBX.
• Salesforce.com Winter 2013
NOTE: The Saleforce.com Integration is not compatible with Windows 8.
This known issue is scheduled to be addressed in 6.0.2.1.
• Verint Impact 360 V.10 SP4 or greater and Verint Impact 360 V.11.0 or greater as Third-Party Workforce Management Solutions.
NOTE: Contact Center Solutions Version 6.0.2 is not compatible with Verint Impact 360 releases before Release 10 SP4. Customers requiring support for non-current Verint Impact 360 releases must contact prairieFyre for support. |
Product areas improved in this release
- Contact Center Management - 78663 - The SQL Purge tool did not function as intended on a 64-bit server
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| Description : The SQL Purge tool did not function as intended on a 64-bit server. |
| Workaround : None |
| Resolution Notes : Code changes were made to add support for 64-bit servers. |
- Contact Center Management - 79513 - Auto attendant information displayed in real-time monitors
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| Description : When internal calls were transferred from the auto attendant to the queue, the auto attendant’s information was displayed in the real-time monitors instead of the caller's information. |
| Workaround : None |
| Resolution Notes : Configuration changes resolved this issue. |
- Contact Center Management - 83778 - In French language setting, View and Delete options were not displayed on Failed reports
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| Description : When the personal options in Contact Center Management were set to French - Canada or French - Europe, links to "View" or "Delete" a failed report were not available as a result of an html encoding error for accented characters. |
| Workaround : None |
| Resolution Notes : Changes to the code ensure that special characters are encoded properly, enabling the links to appear. |
- Contact Center Management - 83900 - A server error occurred when trying to save queue changes in YSE
-
| Description : A server error occurred when attempting to save queue changes in YourSite Explorer as a result of directory name errors for the queue. |
| Workaround : None |
| Resolution Notes : Deleting the record and recreating the queue resolved this issue. |
- Contact Center Management - 84958 - The license service communicated with external date/time servers
-
| Description : In a specific instance, the license service communicated externally to date time servers, which did not comply with customer security needs. |
| Workaround : None |
| Resolution Notes : A configuration option was added to prevent the license service from checking external date time servers. |
- Contact Center Management - 85294 - Discrepancies in Extension Performance reports
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| Description : As a result of an ACD record erroneously tying an extension to an agent in YourSite Explorer, there were discrepancies in Extension Performance reports against that extension. |
| Workaround : None |
| Resolution Notes : Code changes have resolved the discrepancies. |
- Contact Center Management - 86575 - Occasionally UPiQ not functioning as expected in Business Edition
-
| Description : In rare instances, Updated Position in Queue did not function as intended in Business Edition as the result of a licensing issue. |
| Workaround : None |
| Resolution Notes : Changes to licensing have resolved this issue. |
- Contact Center Management - 92840 - When two 5603 IP phones called each other, one would not show the correct real-time state after the call ends
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| Description : If two extensions using 5603 SIP handsets called each other, when the call finished, the extension that ended the call would be shown to be in Idle real-time state and the other set would be incorrectly shown to still be in a call, requiring a reboot of the handset to clear the state. |
| Workaround : None |
| Resolution Notes : Changes to the code ensure that the real-time states of 5603 SIP handsets are handled properly. |
- YourSite Explorer - 85198 - In rare cases, YSE would throw Fatal error due to memory usage
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| Description : In rare instances, YourSite Explorer threw a "Fatal error occurred" message and shut down after consuming 1.5GB of memory as the result of memory leaks. |
| Workaround : None |
| Resolution Notes : The memory leaks have been fixed, resolving the issue. |
- YourSite Explorer - 86583 - Save button greying out
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| Description : There were instances of the YourSite Explorer Save button greying out, resulting in the Synchronization option to become unavailable. |
| Workaround : None |
| Resolution Notes : Changes have been made to ensure the buttons remains enabled. |
- YourSite Explorer - 92945 - Insufficiently descriptive logs during MiXML timeout errors
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| Description : Rarely, there were timeout exceptions occurring when communicating with MiXML, preventing synchronization with the PBX. This issue was compounded by insufficiently descriptive error messages. |
| Workaround : None |
| Resolution Notes : Changes to the code ensure more accurate error messages for exceptions, improving the ability to diagnose issues. |
- Contact Center Client - 56100 - If a filter is applied and then removed from Queue Now, it does not clear properly
-
| Description :If a filter was applied to a Queue Now monitor and then removed, the filter would not clear properly and appear to still be in effect. |
| Workaround : None |
| Resolution Notes : Changes to Queue Now monitors have resolved this issue. |
- Contact Center Client - 83561 - If a call in the filter was answered in Queue now, sometimes it would display incorrectly after
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| Description :There were instances of all the queues disappearing from the Queue Now monitor and no further calls waiting in queue displaying after a call waiting in the filter was answered. |
| Workaround : None |
| Resolution Notes : Code changes ensure the Queue Now Monitor updates when the data source has changed or the no filter option is set. |
- Contact Center Client - 84956 - New CCC ribbon could not hide the interface
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| Description :The new Contact Center Client ribbon introduced in 6.0.0.4 did not have the option to deselect the options in the View menu and hide the interface. |
| Workaround : None |
| Resolution Notes : Users can right-click in Contact Center Client and select View => Menu to turn the menu and ribbon on or off. |
- Contact Center Client - 86854 - CCC Chat not functioning as intended.
-
| Description :There were instances of Contact Center Chat not functioning as expected in Version 6.0.1. Contact Center Chat would not open when an agent in a real-time monitor was double-clicked nor when an agent was right-clicked on and "Send instant message" was selected. Rarely, screen pops would pop behind the Contact Center Client window. |
| Workaround : None |
| Resolution Notes : Code changes to Contact Center Client resolved this issue and users may now start chat sessions using the right-click menu, the ribbon bar, or by double- clicking the real-time status icon of an employee or agent. |
- Contact Center Client - 88361 - Client computers received an error when an employee with a user account was deleted in YSE
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| Description :Client computers received an error message when an employee with a user account was deleted in YourSite Explorer or Contact Center Management, requiring Contact Center Client to be restarted. |
| Workaround : None |
| Resolution Notes : Changes to the code ensure that client computers do not receive an error message after an employee is deleted. |
- Contact Center Client - 88600 - Queue Now Queue Group Chart intermittently threw an exception when loading profiles
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| Description :Contact Center Client Queue Now Queue Group chart intermittently threw an exception error when loading profiles. |
| Workaround : None |
| Resolution Notes : Code changes have resolved this issue. |
- Contact Center Client - 91572 - SuperAuditor using high amounts of memory as a result of issues terminating older sessions
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| Description :There were instances of SuperAuditor using high amounts of memory as a result of issues terminating older sessions. |
| Workaround : None |
| Resolution Notes : Changes to enhance how past sessions of auditor sessions were terminated resolved this issue. |
- Contact Center Client - 91923 - Contact Center Client greying out and dropping connections
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| Description :There were instances of Contact Center Client greying out and dropping connections as a result of issues with data being sent to real-time clients. |
| Workaround : None |
| Resolution Notes : Enhancements have been made to resolve this issue. |
- Contact Center Client - 93213 - CCC Chat not functioning if the enterprise was configured for Windows Authentication, or if the username included an illegal character
-
| Description :Contact Center Chat did not function when Windows Authentication was enabled for Contact Center Management or if Contact Center Management Authentication was being used and an employee's user name had a backslash or other character that is escaped when xml is serialized. |
| Workaround : None |
| Resolution Notes : Changes were made in the service identifier to resolve this issue. |
- Contact Center Client - 93546 - When a client loaded Contact Center Client from a profile, the softphone configuration window was automatically loaded and the Extension window was then opened
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| Description :When a client loaded Contact Center Client from a profile, the softphone configuration window was automatically loaded and the Extension window was then opened. |
| Workaround : None |
| Resolution Notes : Code changes were made to streamline Softphone startup. |
- Contact Center PhoneSet Manager and Softphone - 93110 - After upgrading from Version 5.8 to 6.0.1.0, there were cases of Softphone not functioning as intended as the result of conflicting instances of Softphone
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| Description :After upgrading from Version 5.8 to 6.0.1.0, there were cases of Softphone not functioning as intended as the result of conflicting instances of Softphone. |
| Workaround : None |
| Resolution Notes : Code changes ensure Softphone functions as intended. |
- Contact Center PhoneSet Manager and Softphone - 93215 - Softphone throwing Inner Exception errors at regular intervals
-
| Description :In rare cases, Softphone produced the error "Inner exception Dataportal_Fetch failed: Deleted row information cannot be accessed through the row" at regular intervals, requiring the restart of Contact Center Client. |
| Workaround : None |
| Resolution Notes : Code changes resolved this issue. |
- Call Accounting - 78927 - SQL write errors due to Dutch CA configuration and English SQL configuration
-
| Description :There was an instance of SQL writer errors occurring as a result of a localization conflict between applications in a configuration using Dutch localization and an English language SQL server. |
| Workaround : None |
| Resolution Notes : Code changes ensure that multi-language configurations function as intended. |
- Call Accounting - 88366 - Errors running Call Accounting with FIPS encryption
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| Description :There were instances of Call Accounting installation failing in environments with FIPS encryption. |
| Workaround : None |
| Resolution Notes : The Configuration Wizard and Backup Restorer required FIPS to be enabled to resolve this issue. |
- Third Party Workforce Management Connector - 85299 - FTP transfer not functioning as expected
-
| Description :Third Party Workforce Management Connector did not transfer data to a FTP as expected. |
| Workaround : None |
| Resolution Notes : Changes to the code ensure that the Third Party Workforce Management Connector transfers data to FTPs as expected. |
- Professional Services Preview Dialer - 93289 - In some cases the preview dialer toolbar would not load in conjunction with a profile
-
| Description :There were instances where Professional Services Preview Dialer client toolbar did not load in conjunction with a profile in Contact Center Client. |
| Workaround : None |
| Resolution Notes : A toggle button was added to load the Preview Dialer toolbar. The toolbar will load when the toggle button is pressed or when a profile with the toolbar already open is opened. |
- Reporting - 66538 - Agent Group Event by Day of Month report was summarizing stats incorrectly
-
| Description :Agent Group Event by Agent by Day of Month report was incorrectly summarizing/adding stats under each date for a particular day of the week in a range rather than displaying a break down by day. |
| Workaround : None |
| Resolution Notes : Code changes to grouping ensure the Agent Group Event by Agent by Day of Month report functions as intended. |
- Reporting - 82991 - Agent Group Event by Day of Week report was retrieving data incorrectly if only one day selected
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| Description :Agent Group Event by Agent by Day of Week report was incorrectly retrieving report data when the Days of Week option was modified to select for one day only. |
| Workaround : None |
| Resolution Notes : The Agent Group Event by Agent by Day of Week report functions as expected. |
- Reporting - 83552 - The Summarize function threw an error on the server for a specific day
-
| Description :The Summarize function threw an error on the server for a specific day. |
| Workaround : None |
| Resolution Notes : Changes to the code resolved this issue. |
- Reporting - 84571 - Queue Group Performance by Queue report occasionally showing agent durations inaccurately
-
| Description :In rare instances, the Queue Group Performance by Queue report presented agent durations inaccurately as a result of issues taking into account if an agent is hot desking or not. |
| Workaround : None |
| Resolution Notes : Changes to the code ensures Queue Group Performance by Queue functions as expected. |
- Reporting - 84688 - Employee Group Accounting Trace report did not run as expected
-
| Description :The Employee Group Accounting Trace report did not run as expected for specific ranges of time as a result of an issue with comparing internal values. |
| Workaround : None |
| Resolution Notes : Changes to the code ensure that the Employee Group Accounting Trace report runs as expected. |
- Reporting - 89075 - Queue Group Performance by Queue Group Multi-Select report displayed device PKeys instead of names in header
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| Description :The Queue Group Performance by Queue Group report multi-select report displayed the queue group pkey as the device name in the report header. |
| Workaround : None |
| Resolution Notes : Changes have been made to how devices are displayed in a multi- select report to resolve this issue. |
- Reporting - 89333 - French Queue Group Performance by Period reports being formatted incorrectly
-
| Description :There were instances of French Queue Group Performance by Period reports being emailed in an incorrect format as a result of a .NET 4 error that causes attachments with accented characters to be double-encoded, which causes the report to be invalid. |
| Workaround : None |
| Resolution Notes : Applying Microsoft Hotfix KB 2402064 resolved the issue. KB 2402064 is available at http://support.microsoft.com/kb/2402064. |
- Flexible Reporting - 84903 - Employee Group by Employee External Count statistic was mislabeled
-
| Description :Employee Group by Employee External Count statistic was mislabeled as Employee Group by Employee External Duration. |
| Workaround : None |
| Resolution Notes : Employee Group by Employee External Count statistic is labeled correctly. |
- Salesforce Integration - 89175 - In some instances, password encryption resulted in an illegal character being communicated to the Salesforce.com site
-
| Description :In some instances, password encryption resulted in an illegal character being communicated to the Salesforce.com site. |
| Workaround : None |
| Resolution Notes : Enhancements to password encryption have resolved this issue |
- Support for the Mitel 5000 and Axxess - 86655 - Agents become stuck in a Ringing state
-
| Description :Intermittently, agents were stuck in the Ringing state, requiring a restart of the Enterprise Service as a result of a 5000 PBX receiving an event that caused the Collector Service to throw an error. |
| Workaround : None |
| Resolution Notes : Changes to the code resolve this issue. |
- Support for the Mitel 5000 and Axxess - 89247 - Reporting pegging answered and outbound calls as abandons
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| Description :In a 5000/Axxess environment using STAR routing, an unsupported application, some users experienced reports containing inaccurate numbers of abandoned calls as a result of answered and outbound calls pegging as abandoned. |
| Workaround : None |
| Resolution Notes : Code changes have been made to resolve irregularities resulting from STAR routing. |
- Support for the Mitel 5000 and Axxess - 88358 - Reporting errors when using STAR routing
-
| Description :In a 5000/Axxess environment, reporting pegged answered and outbound calls as abandons, resulting in inaccurate numbers of abandoned calls, as the result of an unsupported routing system. |
| Workaround : None |
| Resolution Notes : Code changes were made to resolve the issues caused by the unsupported routing system. |
- IVR Routing - 66419 - Enable/Disable UPiQ button in YSE not functioning as intended
-
| Description :The button to enable or disable UPiQ as a system setting, located in the YourSite Explorer Visual Workflow Manager ribbon, did not function as intended. |
| Workaround : None |
| Resolution Notes : The UPiQ button enables or disables UPiQ as a system setting functions as intended. |
- IVR Routing - 77037 - YourSite Explorer allowed users to add too many media servers, then would prevent them from saving
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| Description :YourSite Explorer enabled users to add more media servers beyond their license count prior to saving and then warned users they could not save. |
| Workaround : None |
| Resolution Notes : When a user's maximum license count has been reached, the option to add more media servers is made unavailable. |
- IVR Routing - 84573 - ALM0016 being thrown in error
-
| Description :There were instances of ALM0016 - VWM Insufficient Outbound Ports being thrown incorrectly when there was an issue with hunt group call flow configuration. |
| Workaround : None |
| Resolution Notes : Code changes ensure the correct alarm is thrown. |
- IVR Routing - 85234 - The abandon callback plans list showed all other callplans as well
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| Description :When selecting a callback plan to handle Abandon callback on a Queue, the list of callback plans also displayed callback plans for Voice and Web callback plans. |
| Workaround : None |
| Resolution Notes : The list of Abandon callback plans only display Abandon callback plans. |
- IVR Routing - 85355 - IVR Callback Prompts being played to RAD ports
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| Description :IVR Callback prompts were playing to RAD ports on the queue, resulting in agents in receiving callback instruction messages at varying times in the message cycle and causing callbacks to requeue if the prompt messaging timed out too many times. |
| Workaround : None |
| Resolution Notes : IVR Routing now checks to see if the port is running locally to the PBX. If there are no RADs programmed on an alternative PBX, this port is used. Otherwise an alarm is thrown. |
- IVR Routing - 86657 - IVR Inbound service throwing OutOfMemory exceptions
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| Description :There were instances of the IVR Inbound service throwing out of memory exceptions, requiring a restart of the IVR Inbound Service. |
| Workaround : None |
| Resolution Notes : Changes to the environment resolved this issue. |
- IVR Routing - 86852 - Rare cases of YSE profile becoming corrupted
-
| Description :There were isolated instances of YourSite Explorer profile corruption causing YourSite Explorer to become unresponsive during loading. |
| Workaround : None |
| Resolution Notes : Enhancements to YourSite Explorer profiles have resolved this issue. |
- IVR Routing - 88893 - ALM0004 being thrown in error
-
| Description :There were instances of ALM0004 - Ports Out of Service count being thrown without any ports being out of service. |
| Workaround : None |
| Resolution Notes : Code changes ensure ALM0004 is thrown only when ports are out of service. |
- IVR Routing - 89525 - Occasionally callbacks continue to be offered to agents after it is handled
-
| Description :There were isolated cases of a callback in queue being repeatedly offered to agents despite being previously handled and causing an error to be thrown when the Callback real-time monitor was opened in Contact Center Client. |
| Workaround : None |
| Resolution Notes : Code changes to data filtering and how attempted calls are offered to agents after exceeding the count have resolved this issue. |
- IVR Routing - 91567 - Real-time statistics not being updated as expected
-
| Description :There was an issue with records arriving from the Enterprise Server not being handled as intended, causing real-time statistics to not be updated or sent to real-time clients. As a result, calls were misrouted through the system as if queues were in Do Not Disturb. |
| Workaround : None |
| Resolution Notes : Code changes ensure calls are routed as intended. |
- IVR Routing - 92956 - Callbacks not routing to agents due to time difference between IVR and Enterprise servers
-
| Description :As a result of the Enterprise Server and Remote Server times not being in sync, callbacks did not route to agent when the Enterprise server time was ahead of the Remote server time. |
| Workaround : None |
| Resolution Notes : Code changes to the IVR Service ensure Enterprise and Remote Servers may have differing time, but still offer callbacks to agents. |
- IVR Routing - 93467 - Ports being set Ring No Answer in error
-
| Description :In rare cases, IVR Routing ports were set into Ring No Answer, requiring the restart of the IVR Inbound service. |
| Workaround : None |
| Resolution Notes : Codes changes were made to prevent this issue. |
- IVR Routing - 93875 - Intermittently, callbacks were offered to agents in a random order
-
| Description :Intermittently, callbacks were offered to agents in a random order. |
| Workaround : None |
| Resolution Notes : Callbacks are now being offered to agents in order. |
- IVR Routing - 93941 - There were instances of DTMF digits not being processed in call flows
-
| Description :There were instances of DTMF digits not being processed in call flows. |
| Workaround : None |
| Resolution Notes : Code changes ensure DTMF digits are processed in call flows. |
- IVR Routing - 94217 - Remote IVR servers not syncing XOML files
-
| Description :Remote IVR servers were not syncing xoml files from the Enterprise server as expected as a result of a MS Sync Framework issue. |
| Workaround : None |
| Resolution Notes : Uninstalling and reinstalling Ms Sync Framework resolved the issue. |
Hotfixes not included in this release
- Support for the Mitel 5000 and Axxess - 89190 - Reporting timestamps are always local to the Enterprise server
-
| Description :When running reports on data from a 5000/Axxess environment, the reporting timestamps were always local to the Enterprise Server, which caused issues in a cross-country implementation in different time zones. |
| Workaround : None |
| Resolution Notes : This hotfix is scheduled to be included in 6.0.2.1. |
- Contact Center Management - 93923 - CPU usage increasing after converting to a virtual configuration
-
| Description :Some users experienced high levels of server processor usage as the result of Collector Service issues after migrating to a virtual configuration. |
| Workaround : None |
| Resolution Notes : This hotfix is schedule to be included in 6.0.2.1. |
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. - Using a web browser browse to http://www.mitel.com.
- Click Login.
- Type your MOL User ID and Password and click Log in.
- Under Support click Software Downloads.
- 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.
- Click Installing Contact Center Solutions and Call Accounting hotfixes.
- 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 TOCCM version 6.0.2.0 Keywords: 93923 89190 94217 93941 93875 93467 92956 91567 89525 88893 86852 86657 85355 85234 84573 77037 66419 89247 88358 86655 89175 84903 89333 89075 84688 84571 83552 82991 66538 93289 85299 88366 78927 93215 93110 93546 93213 91923 91572 88600 88361 86854 84956 83561 56100 92945 86583 85198 92840 86575 85294 84958 83900 83778 79513 78663 6.0.2.0 6.0 SP2
Tags:
56100, 6.0 SP2, 6.0.2.0, 66419, 66538, 77037, 78663, 78927, 79513, 82991, 83552, 83561, 83778, 83900, 84571, 84573, 84688, 84903, 84956, 84958, 85198, 85234, 85294, 85299, 85355, 86575, 86583, 86655, 86657, 86852, 86854, 88358, 88361, 88366, 88600, 88893, 89075, 89175, 89190, 89247, 89333, 89525, 91567, 91572, 91923, 92840, 92945, 92956, 93110, 93213, 93215, 93289, 93467, 93546, 93875, 93923, 93941, 94217
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Last Modified:Thursday, December 13, 2012
Last Modified By: amontpetit
Type: HOTFIX
Rated 1 star based on 1 vote
Article has been viewed 78,085 times.
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