Article ID: 51954 - Last Review: June 5, 2013
This is the list of all items for 6.0.2.2_Rev2, released on Friday, June 7th, 2013. For more information, you can visit Mitel Online to download our Detailed Release Notes for this release. New features and enhancements
- Technology Changes
-
Description : Version 6.0.2.2 includes the following support updates:
• Internet Explorer 10 is supported with Windows 7 for all Contact Center Solutions and Call Accounting web-based applications.
• Salesforce.com Spring 2013 and Salesforce.com Summer 2013 releases are now supported.
• The CTI Developer Toolkit Version 4.03 is now being leveraged for our Salesforce.com integration.
• Mitel Border Gateway Version 8.0 is now supported.
• MCD 6.0 SP1 is now supported, see note below.
NOTE: Support for MCD 6.0 SP1 requires Version 6.0.2.0 or greater. Prior to upgrading to MCD 6.0 SP1, 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.
Please note the following regarding Manufacture Discontinuance for Intelligent Queue:
Intelligent Queue Version 5.8 base software product purchases will be Manufacture Discontinued on May 15, 2013 and Intelligent Queue addon license purchases will be Manufacture Discontinued on May 15, 2014.
Intelligent Queue 5.8 will continue to be compatible with Contact Center releases up to and including 7.0. All future releases post 7.0 will no longer support Intelligent Queue. Mitel will provide a best effort attempt to assist in-warranty Intelligent Queue release 5.8 customers with reported problems. No software fixes or features will be provided beyond version 5.8 for the discontinued product. See product bulletin PA20110363 for the introduction of the Intelligent Queue replacement product, known as IVR Routing and the free migration offering.
See Mitel Technical Service Bulletin 12-5127-00105 for information on the IQ to IVR Routing migration options available. |
- Multimedia Contact Center Social Media integration
-
Description : Multimedia Contact Center Version 6.0.2.2 offers integration with two new third-party social media monitoring applications, Imooty and Trackur, that enable uniform, knowledgeable, and responsible messaging to social media sites, industry blogs and wikis, knowledge bases, and forums.
These social media integrations leverage existing Contact Center and Multimedia Contact Center infrastructure, requiring only an account with the third-party social media application to integrate with Multimedia Contact Center. |
- Addition to Salesforce.com integration functionality
-
| Description : Our Salesforce.com integration now supports the E.164 dialing format for international customers who want to access screen pop and outbound dial capabilities. |
- Call Accounting availability and support
-
| Description : Call Accounting support has been added to the regions of Belgium and Luxembourg. |
Product areas improved in this release
- Contact Center Management - 83030 - Excel conditional formatting for the date and time fields was not functioning after an upgrade from 5.8.0.9 to 6.0.0.4.
-
| Description : Excel conditional formatting for the date and time fields was not functioning after an upgrade from 5.8.0.9 to 6.0.0.4. |
| Workaround : None |
| Resolution Notes : Code changes resolved this issue. |
- Contact Center Management - 83738 - IVR Routing Callback reports inaccurate
-
| Description : There were issues of inaccurate call pegging and erroneous, multiple instances of the same call and the same agent displaying in IVR Routing Callback reports. |
| Workaround : None |
| Resolution Notes : Code changes fixed this data pegging and agent grouping issue. |
- Contact Center Management - 92383 - Reports for a particular day did not include any data.
-
| Description : Some sites showed Reports for a particular day (different at each site) did not include any data. |
| Workaround : None |
| Resolution Notes : Code changes resolved this issue. |
- Contact Center Management - 93472 - Agents in Make Busy who were making outbound calls were incorrectly showing as Available.
-
| Description : Agents in Make Busy who were making outbound calls were incorrectly showing as Available. |
| Workaround : None |
| Resolution Notes : Code changes resolved this issue. If the previous agent state was Make Busy and the new state is Outbound, the agent is not placed in Available. |
- Contact Center Management - 95120 - Lifecycle reports sometimes showing Abandoned event mid-call
-
| Description : When a call was queued, routed to an agent, answered and placed on hold, in Lifecycle reports the call was showing as abandoned before being retrieved and routed further. |
| Workaround : None |
| Resolution Notes : Design changes resolved this issue. |
- Contact Center Management - 95779 - Inbound calls were displaying in the external calls column in queue reports and vice versa.
-
| Description : Inbound calls were displaying in the external calls column in queue reports and vice versa. |
| Workaround : None |
| Resolution Notes : This issue was caused by the method used for inserting data into the database table and was resolved by code changes to SQL. |
- Contact Center Management - 96527 - False Abandons were being reported in the SMDR record stream that were filtered out.
-
| Description : False Abandons were being reported in the SMDR record stream that were filtered out. |
| Workaround : None |
| Resolution Notes : Changes to the way call forward records are created resolved this issue. |
- Contact Center Management - 97654 - Event by Period reports had an incorrect format for the Short Handle count, in that they displayed date-time instead of integers.
-
| Description : Event by Period reports had an incorrect format for the Short Handle count, in that they displayed date-time instead of integers. |
| Workaround : None |
| Resolution Notes : Changes to code corrected this issue. |
- Contact Center Management - 98975 - The Enterprise Server was continuously running with 8-10% flat CPU usage.
-
| Description : The Enterprise Server was continuously running with 8-10% flat CPU usage. |
| Workaround : None |
| Resolution Notes : Less aggressive checking that nodes are enabled for call recording resolved this issue. |
- Contact Center Management - 99311 - The SMDR Inspector was having problems returning results on data.
-
| Description : The SMDR Inspector was having problems returning results on data. |
| Workaround : None |
| Resolution Notes : Code changes resolved this issue. |
- Contact Center Management - 99600 - In Agent Group Inbound Trace reports, some data for answering agent groups was not included.
-
| Description : In Agent Group Inbound Trace reports, some data for answering agent groups was not included. |
| Workaround : None |
| Resolution Notes : Code was changed to better identify the answering agent group. |
- Contact Center Management - 99609 - Queue Group Performance by Agent reporting on agents that aren't associated to the queue group
-
| Description : There were some discrepancies in the Queue Group Performance by Agent reports where agents who were not programmed as members of the queue groups being reported on were included in the report. |
| Workaround : None |
| Resolution Notes : Code updates enable more accurate queue selection, resolving this issue. |
- Contact Center Management - 99712 - There were statistical discrepancies in ACD Calls Handled between the Queue Performance by Period and Agent Group Performance by Agent reports.
-
| Description : There were statistical discrepancies in ACD Calls Handled between the Queue Performance by Period and Agent Group Performance by Agent reports. |
| Workaround : None |
| Resolution Notes : Code changes resolved this issue. |
- Contact Center Management - 100763 - Conference scenario ACD pegging was inaccurate, causing some statistical discrepancies in Agent Group Performance by Agent reports.
-
| Description : Conference scenario ACD pegging was inaccurate, causing some statistical discrepancies in Agent Group Performance by Agent reports. |
| Workaround : None |
| Resolution Notes : Code changes resolved this issue. |
- Contact Center Management - 102243 - For same-day reporting, Queue Group by Agent ACD Duration and Work Timer Duration statistics displayed as zeros.
-
| Description : For same-day reporting, Queue Group by Agent ACD Duration and Work Timer Duration statistics displayed as zeros. |
| Workaround : None |
| Resolution Notes : This issue was caused by the method used for inserting data into the database table and was resolved by code changes to SQL. |
- Contact Center Management - 102245 - Work Timer duration was not being included in SQL view AgentByDevice for transferred ACD calls.
-
| Description : Work Timer duration was not being included in SQL view AgentByDevice for transferred ACD calls. |
| Workaround : None |
| Resolution Notes : Code changes resolved this issue by more accurately updating the associated queue. |
- Contact Center Management - 102576 - ACD calls were sometimes showing as non-ACD calls in Agent Performance by Period reports.
-
| Description : ACD calls were sometimes showing as non-ACD calls in Agent Performance by Period reports. |
| Workaround : None |
| Resolution Notes : Changes to the way transferred call data is interpreted resolved this issue. |
- Contact Center Management - 102804 - Queues were being double pegged when an Account Code was set after the call was established.
-
| Description : Queues were being double pegged when an Account Code was set after the call was established. |
| Workaround : None |
| Resolution Notes : An increase in the default reorder buffer size repaired this issue. |
- Contact Center Management - 103229 - Forecasting tool does not indicate whether time is AM or PM after loading historical data.
-
| Description : Forecasting tool does not indicate whether time is AM or PM after loading historical data. |
| Workaround : None |
| Resolution Notes : Code updates regarding Start and End times resolved this issue. |
- Contact Center Management - 103315 - The Queue Group Performance by Queue report was pegging abandons to an incorrect media server
-
| Description : The Queue Group Performance by Queue report was pegging abandons to an incorrect media server. |
| Workaround : None |
| Resolution Notes : Code updates enable more accurate queue selection, resolving this issue. |
- Contact Center Management - 103399 - Running Active Directory synchronization was occasionally resulting in an object reference error.
-
| Description : Running Active Directory synchronization was occasionally resulting in an object reference error. |
| Workaround : None |
| Resolution Notes : Code changes resolved this issue. |
- Contact Center Management - 104961 - There were differences in Calls Handled data for agents between Agent Event and Agent Performance reports.
-
| Description : There were differences in Calls Handled data for agents between Agent Event and Agent Performance reports. |
| Workaround : None |
| Resolution Notes : Code changes to the way identical, consecutive Account Codes are pegged corrected this issue. |
- Contact Center Management - 106589 - Summarize was failing if the SMDR data contained item for "Called External Hot Desk User".
-
| Description : Summarize was failing if the SMDR data contained item for "Called External Hot Desk User". |
| Workaround : None |
| Resolution Notes : Code changes resolved this issue. |
- Contact Center Management - 107009 - In centers using External Hot Desking Agents, overnight summarization was failing.
-
| Description : In centers using External Hot Desking Agents, overnight summarization was failing. |
| Workaround : None |
| Resolution Notes : Code changes resolved this issue. |
- Contact Center Management - 108403 - In Agent Group by Agent by Make Busy / DND Code reports, the Percent of Shift statistics were inaccurate.
-
| Description : In Agent Group by Agent by Make Busy / DND Code reports, the Percent of Shift statistics were inaccurate. |
| Workaround : None |
| Resolution Notes : Code changes resolved this issue. |
- Contact Center Management - 111995 - Workforce Management data files did not contain same day Work Timer data when automatically generated.
-
| Description : Workforce Management data files did not contain same day Work Timer data when automatically generated. |
| Workaround : None |
| Resolution Notes : Code changes to real-time statistic handling resolved this issue. |
- Call Accounting - 97087 - The Collector Service was experiencing some disruptions due to Server Monitoring Service (SMA) settings.
-
| Description : The Collector Service was experiencing some disruptions due to Server Monitoring Service (SMA) settings. |
| Workaround : None |
| Resolution Notes : Changes to the SMA settings resolved this issue. |
- Contact Center Client - 70892 - The Queue by Period monitor was not updating accurately in real time.
-
| Description : The Queue by Period monitor was not updating accurately in real time. |
| Workaround : None |
| Resolution Notes : Implementing new software for rendering graphics resolved this issue. |
- Contact Center Client - 83382 - When Windows 7 users were away from their desks and received a notification of an incoming chat message, the notification only displayed for a brief time and no further notification was available.
-
| Description : When Windows 7 users were away from their desks and received a notification of an incoming chat message, the notification only displayed for a brief time and no further notification was available. |
| Workaround : None |
| Resolution Notes : Changes were made to the code so that chat windows no longer hide to the system tray. |
- Contact Center Client - 93969 - Queue by Period monitor statistics were resetting to zero during the day.
-
| Description : Queue by Period monitor statistics were resetting to zero during the day. |
| Workaround : None |
| Resolution Notes : Code changes were made to the method used for updating the monitors. |
- Contact Center Client - 95351 - When a call was transferred from an agent or extension to the IVR and then to a remote agent, the caller ID was displaying the operator extension number instead of the caller ANI.
-
| Description : When a call was transferred from an agent or extension to the IVR and then to a remote agent, the caller ID was displaying the operator extension number instead of the caller ANI. |
| Workaround : None |
| Resolution Notes : Code changes ensure correct caller ID information displays. |
- Contact Center Client - 101198 - After modifications to queue groups in YourSite Explorer, the filter variable in the Queue Now monitor was disabled.
-
| Description : After modifications to queue groups in YourSite Explorer, the filter variable in the Queue Now monitor was disabled. |
| Workaround : None |
| Resolution Notes : Code changes resolved this issue. |
- Contact Center Client - 101561 - Agent Group Presence was not always synchronized between Contact Center Client and the telephone system.
-
| Description : Agent Group Presence was not always synchronized between Contact Center Client and the telephone system. |
| Workaround : None |
| Resolution Notes : Code changes to the telephone system corrected this issue. |
- Contact Center Client - 97087 -
-
| Description : |
| Workaround : None |
| Resolution Notes : |
- Contact Center Client - 102860 - Calls were being over-pegged in the Queue Group Now monitor.
-
| Description : Calls were being over-pegged in the Queue Group Now monitor. |
| Workaround : None |
| Resolution Notes : Changes to the way calls are pegged for queues resolved this issue. |
- Contact Center Client - 107723 - Intermittently, when moving extensions in the Extension State by Position monitor, object reference errors were thrown when trying to affect the moved extension(s).
-
| Description : Intermittently, when moving extensions in the Extension State by Position monitor, object reference errors were thrown when trying to affect the moved extension(s). |
| Workaround : None |
| Resolution Notes : Code changes resolved this issue. |
- Flexible Reporting - 100844 - In a non-English environment, Flexible Reporting reports with “day of week” set as the interval period would not run.
-
| Description : In a non-English environment, Flexible Reporting reports with “day of week” set as the interval period would not run. |
| Workaround : None |
| Resolution Notes : Reports that rely on date-time string conversion were affected and the issue was resolved with changes to the SQL script. |
- Mitel 3300 - 107364 - After upgrading to MCD 5.0 SP2 PR2, MiTAI monitors could not consistently be set on IVR Routing messaging ports.
-
| Description : After upgrading to MCD 5.0 SP2 PR2, MiTAI monitors could not consistently be set on IVR Routing messaging ports. |
| Workaround : None |
| Resolution Notes : This issue was resolved by updating the SDK. |
- Support for the Mitel 5000 and Axxess - 88358 - There were reporting inconsistencies, specifically inaccurate abandoned call counts, in an environment using a STAR routing system.
-
| Description : There were reporting inconsistencies, specifically inaccurate abandoned call counts, in an environment using a STAR routing system. |
| Workaround : None |
| Resolution Notes : Design changes resolved this issue. |
- Support for the Mitel 5000 and Axxess - 89190 - Reporting timestamps in 5000/Axxess environments are always derived from the local Enterprise Server, complicating report data interpretation.
-
| Description : Reporting timestamps in 5000/Axxess environments are always derived from the local Enterprise Server, complicating report data interpretation. |
| Workaround : None |
| Resolution Notes : Design changes allow either local server time or PBX time to be used. |
- Support for the Mitel 5000 and Axxess - 93923 - Performance issues were experienced after moving from a physical to a virtual environment.
-
| Description : Performance issues were experienced after moving from a physical to a virtual environment. |
| Workaround : None |
| Resolution Notes : Design changes resolved this issue. |
- Support for the Mitel 5000 and Axxess - 95691 - With "Reverse Transfer" or "Call Pickup" scenarios, the primary hunt group was being credited with an "Abandon" record when it should have been pegged with an "Interflow" or as a "Transfer" to another extension.
-
| Description : With "Reverse Transfer" or "Call Pickup" scenarios, the primary hunt group was being credited with an "Abandon" record when it should have been pegged with an "Interflow" or as a "Transfer" to another extension. |
| Workaround : None |
| Resolution Notes : Changes to SMDR interpretation for these scenarios resolved this issue. |
- Support for the Mitel 5000 and Axxess - 95755 - Network ACD calls were being pegged with an abandoned call record because the SMDR generation was producing a record with **** in the Time to Answer field.
-
| Description : Network ACD calls were being pegged with an abandoned call record because the SMDR generation was producing a record with **** in the Time to Answer field. |
| Workaround : None |
| Resolution Notes : Design changes resolved this issue. |
- Support for the Mitel 5000 and Axxess - 95758 - Calls hitting day ring announcement devices and being answered by no other extension were being pegged as abandoned.
-
| Description : Calls hitting day ring announcement devices and being answered by no other extension were being pegged as abandoned. |
| Workaround : None |
| Resolution Notes : Design changes resolved this issue. |
- Support for the Mitel 5000 and Axxess - 102239 - In Account Code Group by Account Code reports, the number of Account Codes entered in the total column was incorrect.
-
| Description : In Account Code Group by Account Code reports, the number of Account Codes entered in the total column was incorrect. |
| Workaround : None |
| Resolution Notes : Code changes to SQL resolved this issue. |
- Support for the Mitel 5000 and Axxess - 103270 - The Inter-Tel Import Tool was failing on import.
-
| Description : The Inter-Tel Import Tool was failing on import. |
| Workaround : None |
| Resolution Notes : Code changes resolved this issue. |
- IVR Routing - 95950 - UPiQ was reading back two digit queue positions as double digits, for example, a position of “10” was being read as “Caller 1 0” instead of “Caller 10”.
-
| Description : UPiQ was reading back two digit queue positions as double digits, for example, a position of “10” was being read as “Caller 1 0” instead of “Caller 10”. |
| Workaround : None |
| Resolution Notes : Code changes resolved this issue. |
- IVR Routing - 99181 - Infrequently, callbacks could not be processed due to object reference errors from the IVR Outbound workflow.
-
| Description : Infrequently, callbacks could not be processed due to object reference errors from the IVR Outbound workflow. |
| Workaround : None |
| Resolution Notes : Code changes resolved this issue. |
- IVR Routing - 99431 - Callback request process mapping was hindered due to insufficient logging.
-
| Description : Callback request process mapping was hindered due to insufficient logging. |
| Workaround : None |
| Resolution Notes : More logging has been added to the main outbound service. |
- IVR Routing - 101194 - Callback requests were occasionally not being saved due and SQL date-time overflow exception errors were being thrown.
-
| Description : Callback requests were occasionally not being saved due and SQL date-time overflow exception errors were being thrown. |
| Workaround : None |
| Resolution Notes : A check was added to the code to ensure all date-time fields have valid SQL DateTime values. |
- IVR Routing - 101196 - When callback requests were processed, additional digits were sometimes being added to the customer’s number.
-
| Description : When callback requests were processed, additional digits were sometimes being added to the customer’s number. |
| Workaround : None |
| Resolution Notes : Upgrading to Version 6.0.2.2 resolved this issue. |
- IVR Routing - 101498 - The Expected Wait Time prompt for German language users was playing the time statistic in English.
-
| Description : The Expected Wait Time prompt for German language users was playing the time statistic in English. |
| Workaround : None |
| Resolution Notes : A German Speech Provider was added to IVR Routing, resolving this issue. |
- IVR Routing - 102459 - IVR Routing DNIS reports did not contain data, preventing the customer from accessing incoming call and abandoned call information.
-
| Description : IVR Routing DNIS reports did not contain data, preventing the customer from accessing incoming call and abandoned call information. |
| Workaround : None |
| Resolution Notes : Code changes resolved this issue. |
- IVR Routing - 103306 - Voice callbacks were intermittently not working.
-
| Description : Voice callbacks were intermittently not working. |
| Workaround : None |
| Resolution Notes : When code was added to better handle the ‘year’ in date-time formats, the issue was resolved. |
- IVR Routing - 106011 - Callbacks were not transferring correctly from the agent to the caller.
-
| Description : Callbacks were not transferring correctly from the agent to the caller. |
| Workaround : None |
| Resolution Notes : Code changes to update the Web Service resolved this issue. |
- IVR Routing - 106999 - The ‘talk time’ an agent was spending on callbacks was not being credited toward their total ACD talk time.
-
| Description : The ‘talk time’ an agent was spending on callbacks was not being credited toward their total ACD talk time. |
| Workaround : None |
| Resolution Notes : The HandleIVRCallBackAsIncomingACD option is now set to 'true' by default, which resolves this issue. |
- IVR Routing - 107320 - Some callback requests were failing and generating alarms.
-
| Description : Some callback requests were failing and generating alarms. |
| Workaround : None |
| Resolution Notes : The filename for the customer recording was not being regenerated if the customer chose to re-record the message. This issue was resolved with code changes. |
- IVR Routing - 107601 - Data for branch reporting was not being produced in VWM Condition by Branch reports.
-
| Description : Data for branch reporting was not being produced in VWM Condition by Branch reports. |
| Workaround : None |
| Resolution Notes : Code changes resolved this issue. |
- IVR Routing - 107865 - Editing DNIS, ANI, and Redirect conditions was resulting in the creation of a second condition in the workflow, while the original condition(s) remained active and unchanged.
-
| Description : Editing DNIS, ANI, and Redirect conditions was resulting in the creation of a second condition in the workflow, while the original condition(s) remained active and unchanged. |
| Workaround : None |
| Resolution Notes : Code changes resolved this issue. |
- IVR Routing - 107879 - An error was being thrown when a REST Web Service call was returning data that contained special characters to a custom string variable, in this case ‘&’.
-
| Description : An error was being thrown when a REST Web Service call was returning data that contained special characters to a custom string variable, in this case ‘&’. |
| Workaround : None |
| Resolution Notes : Code was changed to generate an exception for such special characters. |
- IVR Routing - 107885 - Changes to media server configuration in YourSite Explorer could not be saved due to incorrect validation error with COS Voice Mail Hunt Group.
-
| Description : Changes to media server configuration in YourSite Explorer could not be saved due to incorrect validation error with COS Voice Mail Hunt Group. |
| Workaround : None |
| Resolution Notes : Code changes resolved this issue. |
- IVR Routing - 108039 - An error was being thrown when modifying conditions in IVR Routing workflows.
-
| Description : An error was being thrown when modifying conditions in IVR Routing workflows. |
| Workaround : None |
| Resolution Notes : Underlying business objects were not being saved, causing issues with the main business object. This has been rectified. |
- IVR Routing - 112205 - In environments with geographically dispersed Contact Center Management and remote IVR Routing servers, synchronization was failing and the following error messages displayed: "Sync incomplete" and "Failed Downloading Test Callflow".
-
| Description : In environments with geographically dispersed Contact Center Management and remote IVR Routing servers, synchronization was failing and the following error messages displayed: "Sync incomplete" and "Failed Downloading Test Callflow". |
| Workaround : None |
| Resolution Notes : Changes to the code concerning date and time designations resolved this issue. |
- YourSite Explorer - 93009 - Users were able to save changes during synchronization.
-
| Description : Users were able to save changes during synchronization. |
| Workaround : None |
| Resolution Notes : Code changes prevent the performance of write back operations while synchronizing with the telephone system. |
- Multimedia Contact Center - 56854 - After a Web Chat session was ended by the customer, the agent remained in a Make Busy state.
-
| Description : After a Web Chat session was ended by the customer, the agent remained in a Make Busy state. |
| Workaround : None |
| Resolution Notes : Code changes resolved this issue and agents transition states automatically, as expected, upon completion of a Web chat session. |
Hotfixes not included in this release
The following hotfixes were not included in version 6.0.2.1 but will be included in 6.0.2.2.
NOTE: If these hotfixes are business critical, we recommend you delay the upgrade until the hotfix is made available.
- SQL Views - 107367
-
| Description : Inbound agent call details will be added to SQL Views in Version 7.0. |
Release over Release Statistical Modifications
The following items describe all statistical modifications for Version 6.0.2.2
- 114046
-
| Issue: In Agent Group Inbound Trace reports, some data for answering agent groups was missing when the answering group dialable number was truncated in the digits dialed on the agent record. |
| Resolution: We now look up the answering agent group from the previous record where the path and the answering agent group are located, ensuring records are complete and the correct agent group is found for the record. |
Impact: The following reports now have more complete and accurate records:
• Agent Group
• Employee Group
• Agent Performance
• Agent Inbound Trace
• Call Accounting |
- 114059
-
| Issue: In environments that use virtual queues where the agent controller also has virtual queues, ACD counts in Queue Performance reports differ from those in Queue Performance by Agent reports. |
Resolution:
• A new registry key setting was created to enable queue lookup by system identifier. This setting is disabled by default.
• The queue is only credited from the queue record (where the digits dialed starts with ’P’).
• The system identification number within the callID, coupled with the queue reporting number, is used to look up the correct queue from the agent controller record.
• Improved the queue lookup process from previous records in the case of transferred ACD calls. |
Impact: The following reports are affected:
• Queue and Queue Group Performance
• Queue Spectrum
• Agent and Agent Group by Queue
• Agent Inbound Trace
• Trunk Performance
• Employee Performance
• Team Performance
• DNIS Performance
The ACD counts and ACD durations are no longer being double pegged. The correct queue is now credited in Device by Queue reports.
Due to improved queue lookups, all the reports listed above have more accurate queue statistics in a network ACD environment.
NOTE: System identifiers must be programmed correctly in YourSite Explorer for this feature to function. This setting is recommended in a network ACD environment. |
- 114172
-
| Issue: Work Timer counts and durations were not displaying in Agent By Device reports for transferred ACD calls. This was caused by the ACD stream not receiving the correct queue from the transferred call so the AgentByDevice table could not be accurately updated. |
| Resolution: The MiTAI stream is used to get the correct queue from the transferred call. The extension’s associated queue is updated so the Work Timer can credit the correct AgentByDevice(Agent by Queue) record. |
Impact: Work Timer counts and durations will be increased in the following reports:
• Queue Performance
• Agent by Queue |
- 114179
-
| Issue: ACD calls that were transferred to agents were being incorrectly considered ’Hold Retrieve’ and pegged as non-ACD. |
| Resolution: The ’Hold Retrieve’ designation is now isolated to conferenced calls. ’Hold Retrieve’ statistics are no longer generated by transferred calls. |
Impact: This fix is primarily focused on improving the accuracy of Agent Performance ACD counts and durations but other reports may also benefit.
The following reports are directly affected:
• Agent Performance
• ANI Performance
• DNIS Performance
• Queue Performance
• Extension Performance |
- 114181
-
| Issue: Identical, consecutive Account Codes were resulting in extra call counts in Agent Performance reports. |
| Resolution: The Account Code check was updated to find and handle scenarios with identical, consecutive Account Codes. |
Impact: ACD counts and durations in the following reports will be more accurate following this fix:
• Agent Performance
• ANI Performance
• DNIS Performance
• Queue Performance
• Extension Performance |
- 114200
-
| Issue: Some Work Timer, Hold, Time to Answer, and Make Busy counts were not being included in the database. |
| Resolution: Database writing is now triggered by all real-time state changes. This will be particularly noticeable in Intervals where the agent state change is the only event that occurs, for example, when an agent enters Make Busy. |
Impact: The following reports will display increased counts and durations for agent state changes, primarily Work Timer and Wrap Up Time statistics:
• Agent by Device
• Device by Device
• Queue Performance
• Agent Shift
NOTE:
• Some reports may display agent state changes without any other statistics. This can happen when the agent state change occurs in a separate time interval than the actual call. For example, an agent takes an ACD call at 9:29 am and talks for five minutes. The agent then enters the Work Timer state. The call count and duration will display in the 9:15 time interval and the Work Timer or Wrap Up Timer statistics will display in the 9:30 time interval.
• Time to Answer may display when a call is not actually answered. This is because Time to Answer is the ringing time, regardless of whether the agent picks up the call. |
- 114201
-
| Issue: Complex and long call scenarios would only accept related calls within two minutes of each other. |
| Resolution: By improving the algorithms around related call records, this limit was increased to two hours by default. This results in better linking for long and complex call scenarios where the call ID changes. |
Impact: All reports that receive data from the SMDR stream are affected, which includes all performance by period reports. Agent Shift and Trace reports are not affected.
Expect minor differences in reports when the field relies on linked call records to look for specific scenarios.For example, in Account Code Performance reports, there will be reduced Outbound counts as the Outbound calls are no longer pegged for Account Codes. |
- 114205
-
| Issue: The internal and external queue group statistic columns were in the wrong order so internal call statistics were displaying in the external call statistic column and vice versa. |
| Resolution: The proc_InsertUpdateData_Queue PerformanceByPeriod stored procedure column order was updated to correct this issue. |
Impact: The following reports now display internal and external information in the appropriate columns:
• Queue Performance |
- 114222
-
Issue:
• Callback Queue Performance by Agent reports did not contain accurate Callback Handled statistics.
• Callback Queue by Period reports displayed callback handling time when no callbacks had been handled.
• Callback Offered statistics differed between Callback Queue and Queue Group Performance by Period reports and Callback Queue and Queue Group by Agent reports.
• Callback Queue and Queue Group Performance by Agent reports displayed data for an irrelevant queue.
• Agent Performance by Callback Queue reports displayed double counts and durations.
• Agent Talk Time was incorrect for callbacks where the agent showed as the calling party. |
Resolution:
• Removed multiple counts by ensuring IVR Routing does not send multiple events for the same callback.
• Callback Queue by Period reports no longer credit handling time without handling count.
• Callbacks now only credit the specific queue and not the queue group.
• The stored procedure was corrected to ensure only the agent is credited, not all agents in the agent group.
• New logic was added to handle IVR Routing callbacks to the customer when the agent shows in the calling party instead of the IVR Routing port. |
Impact: The following reports now credit callbacks more accurately:
• All Callback reports
• Callback Queue and Queue Group Performance
• Callback Queue Performance by Agent
• Agent Performance by Callback Queue
• Queue Performance by Period |
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 6.0.2.2 Keywords:
Add Your Comments
|
Last Modified:Sunday, June 09, 2013
Last Modified By: amontpetit
Type: INFO
Article not rated yet.
Article has been viewed 18,157 times.
|