Contact Center Solutions and Call Accounting Version 7.0.1 ...

Contact Center Solutions and Call Accounting Version 7.0.1.0 Release Date: May 16, 2014

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About this document This Detailed Release Note (DRN) is intended for Customer Service and Installation

Personnel involved in the installation and maintenance of Mitel Contact Center Solutions and Call Accounting.

NOTICE: This document is provided by Mitel Networks Corporation. The information contained in it is believed to be accurate in all respects but is not warranted by Mitel

Networks Corporation. The information is subjected to change without notice and should not be construed in any way as a commitment by Mitel or any of its affiliates or subsidiaries. Mitel and its affiliates and subsidiaries assume no responsibility for

any errors or omissions in this document. Revisions of this document or new editions of it may be issued to incorporate changes.

Contact Center Solutions and Call Accounting Version 7.0.1.0

Detailed Release Notes

May 16, 2014

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Contents

Detailed Release Notes .............................................................................. 4

Requirements and upgrade information ............................................................................. 4

Documentation available online .......................................................................................... 7

New features and technology changes ....................................................... 8 New Feature ........................................................................................................................................................... 8 Technology Changes ............................................................................................................................................. 8

We have added support for the following software in Version 7.0.1.0: ........ 8

Release over release statistical changes .................................................... 9

Product areas improved in this release ..................................................... 10 Contact Center Client .......................................................................................................................................... 10 Contact Center Management ............................................................................................................................... 11 Ignite .................................................................................................................................................................... 11 IVR Routing ........................................................................................................................................................ 12 Localization ......................................................................................................................................................... 12 Multimedia Contact Center .................................................................................................................................. 13 PhoneSet Manager and Softphone ....................................................................................................................... 13 Reporting ............................................................................................................................................................. 14 Salesforce Integration .......................................................................................................................................... 15 Workforce Scheduling ......................................................................................................................................... 15 YourSite Explorer ................................................................................................................................................ 15

Known issues............................................................................................ 16 Citrix XenApp ..................................................................................................................................................... 16 Contact Center Management ............................................................................................................................... 16 IVR Routing ........................................................................................................................................................ 17 Reporting ............................................................................................................................................................. 18

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Detailed Release Notes

This document describes the new areas of improvement available in version 7.0.1.0 of the Contact Center Solutions, Call Accounting, and IVR Routing software. The document includes:

Requirements and upgrade information

Documentation available online

Executive summary

Product areas improved in this release

Known issues

Requirements and upgrade information

Contact Center Solutions and Call Accounting Version 7.0.1.0 must be installed on top of any previous Version 7.0.x.x release. This release contains defect fixes and features that are available only with Version 7.0.1.0. Before upgrading, we recommend you create a backup of your configuration and telephone system data. This provides data protection in case there are unexpected issues while upgrading from one version of Contact Center Solutions to another. To back up telephone system and configuration data

1. In Contact Center Client, click Tools=>Management. 2. In Management Console, click Configuration=>Back up/Restore configuration data.

3. Select Back up and click Next. 4. Next to Save, click the drop-down button and select Save as. 5. Select a location to save the file and click Save.

6. Close the View Downloads window and, in the Backup and Restore Wizard, click Finish. A .zip file is created that contains an XML file with the entire configuration. The file size will vary depending on the amount of data that needs to be backed up. This .zip file name contains the date on which the file was created. For example, a back up file created on June 24, 2013 will contain ’20130624’.

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To download and install Contact Center Solutions and Call Accounting Version 7.0.1.0

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

o If you run Contact Center Enterprise Edition software, click Contact Center Enterprise Edition=>Contact Center Enterprise Edition Software Download.

o If you run Contact Center Business Edition software, click Contact Center Business Edition=>Contact Center Business Edition Software Download.

o If you run Call Accounting software, click Call Accounting =>Call Accounting Software Download.

The Knowledge Base article pertaining to the software you run will open. 6. If you selected Contact Center Enterprise Edition in step 5, after Download the Mitel Networks

Contact Center Enterprise Edition, click CCEE_FullRelease. Otherwise, if you selected Contact Center Business Edition in step 5, after Download the Mitel Networks Contact Center Business Edition, click CCBE_FullRelease. The Download Center opens. NOTE: There are two download options available. You can download the full installation, which includes the latest fix or service pack, or, for customers who are up to date with our current release, the most recent fix or service pack as a standalone, to be installed on top of previously installed versions.

7. On the Download Software page, under Latest Full Release or Latest Service/Fix Pack Only, select your download method and location using the drop-down list. Optionally, follow the link to the Detailed Release Notes to review the changes included in this release.

8. Save the release to the desktop of your Enterprise Server.

9. Once the file has been downloaded to the desktop, double-click the .exe file. NOTE: If you receive a ’Trusted Source’ warning, disregard and continue with the download.

10. When prompted to unzip the .exe file, click Continue. The Installation Wizard will open.

11. Click Next. Follow the steps in the installation wizard to install the release.

BEST PRACTICE: As a best practice, we recommend rebooting the Enterprise Server after any major update is applied. The Enterprise Server and clients must use the same version of Contact Center Solutions and Call Accounting. After updating the Enterprise Server with the current release, all clients in your contact center must also be updated. Client updates in Version 7.0.1.0 are approximately 215 MB. For information on the estimated bandwidth costs for updating clients, see the Contact Center Solutions and Call Accounting System Engineering Guide. If the prairieFyre Updater Service has been disabled on clients, the clients must be updated manually. For information on manually updating Contact Center Solutions applications on client computers, see http://micc.mitel.com/kb/KnowledgebaseArticle51439.aspx.

http://micc.mitel.com/kb/KnowledgebaseArticle51439.aspx

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Before upgrading third-party software applications, confirm the application is supported for integration with your version of Contact Center Solutions and Call Accounting. For information concerning support for third-party software applications, see the Contact Center Solutions and Call Accounting System Engineering Guide.

As a best practice, we recommend you stay up to date with the most current releases of the Mitel telephone systems you use in your business. The following table details support for Mitel telephone systems by version. For complete details on the features and functionality supported by each telephone system, see the "Mitel telephone platforms" table in the Contact Center Solutions and Call Accounting System Engineering Guide which can be found at http://edocs.mitel.com. NOTE: Multiple VLAN configurations, available as of MiCD 1.2, are not supported.

Mitel Telephone System Supported Versions

3300 ICP MCD 4.0 SP4, 5.0 SP2*, 6.0, 6.0 SP1, 6.0 SP2, 6.0 SP3, 7.0

Mitel Border Gateway V7/V8**

*Contact Center Solutions applications are supported for use in conjunction with Mitel external hot desking agents with the 3300 ICP release MCD 5.0 or greater. In addition, 3300 ICP release MCD 5.0 or greater is required to support large ACD scaling and dynamic RAD messaging. **V7 or greater is required in order to support all Contact Center Solutions and Call Accounting applications. Customers using V6 will have limited access, with support for Contact Center Client real time, soft phone, and Contact Center Management and Call Accounting website functionality only.

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Documentation available online

You can access the most up-to-date versions of the following documents from our website at http://edocs.mitel.com. Contact Center Solutions documentation

• Contact Center Solutions and Call Accounting System Engineering Guide

• Contact Center Solutions User Guide

• Contact Center Solutions Enterprise Edition Reports Guide

• Contact Center Solutions Business Edition Reports Guide

• Call Accounting User Guide

• Call Accounting Reports Guide

• Contact Center Management Installation Guide

• Call Accounting Installation Guide

• Multimedia Contact Center Installation and Deployment Guide

• Intelligent Queue Installation Guide

• Contact Center Solutions Deployment Guide For answers to the latest frequently asked questions, troubleshooting information, and post-release hot fixes, see the Mitel Knowledge Base at http://micc.mitel.com/kb/.

http://edocs.mitel.com/

http://micc.mitel.com/kb/

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New features and technology changes

New Feature

VMWare .OVA files are now available for Version 7.0.

Technology Changes

We have added support for the following software in Version 7.0.1.0:

OAISYS Tracer 7.4*

Citrix XenApp 6.5

Citrix CenDesktop 7.1

Citrix XenDesktop 7.5

DVS Analytics 2.3.5

Salesforce.com Spring 2014

VMWare vSphere 5.5

FIPS Compatible**

*OAISYS Tracer 7.4 does not function with MCD 7.0. **The MiContact Center Version 7.0.1.0 is FIPS compatible, but not FIPS compliant. MiContact Center Version 7.0.1.0 currently works in FIPS environments by bypassing the FIPS requirement.

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Release over release statistical changes

Knowledge Base / Tracking

Number

Description of Resolved Issue

166064 MCC Agent state is now pegging more accurately when Agent logs out at midnight, or the following day.

170478 Adjustments to the SMDR Reorder Buffer were made to ensure that manual configuration of this setting would be required less frequently.

164973 Improvements were made to ensure that reports are correctly supporting the transition between system make busy and overloaded states.

Affected reports:

Agent (Group) Inbound Trace

Agent (Group) Performance reports

Agent Event reports

Extension Performance reports

Queue Performance reports

174949 Ignite real-time monitors are now calculating Service Level more accurately.

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Product areas improved in this release

The following fixes were included in this release:

Contact Center Client

Knowledge

Base / Tracking Number


163231 When saving search results from the ACD or SMDR Inspector, users were receiving a program error even though the save was successful.

163232 When using the Export Wizard in the ACD or SMDR Inspector, users would see their choices of file types labeled as “?????????” next to an icon for each format.

164967 Contact Center Client Chat was intermittently reporting that “Your message could not be delivered because one or more recipients is offline"

166177 In environments where the language is set to English (United Kingdom) the Auditor was intermittently returning an “inner exception” error.

172223 The Extension by Position monitor was intermittently showing the incorrect Extension state.

173138 The Callback Monitor was intermittently showing a red X instead of the correct callback details.

173334 The Contact Center Client Chat window was opening twice when a user was running in a saved profile.

174367 The Contact Center Client was not reliably opening profiles that were originally created in Version 6.0.

177787 The Queue Now Monitor was not always showing the correct presence for agents who were logged in and present.

177793 After a PBX reboot the Queue Now Monitor would display Queues as ACD status, when they were DND prior to the reboot.

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Contact Center Management


Number


93921 In an environment where FIPS security was enabled, users were unable to log into client applications, such as Contact Center Client or YourSite Explorer.

166395 When the Telephone System Synchronization failed during overnight maintenance, no alarm was being triggered.

169375 Interactive Queue Controls were setting queues back into ACD mode based on their schedule when those queues had been manually switched to DND.

172352 Making configuration changes in YourSite Explorer was causing 5 to 10 second update delays in Contact Center Client and Ignite.

177791 An icon for Salesforce Integration was being placed on the desktop of a client software install regardless of whether the Salesforce option was selected.

177792 Data Summarization was failing for an entire day when malformed MiTAI records were present in the raw data, rather than skipping those records and continuing.

Ignite

Knowledge



164961 Unified Queue Groups were displaying a service level of 0% at all times.

172356 Ignite was intermittently timing out while agents were working on a reply, causing the email to requeue.

172363 In environments where the Contact Center Management server is set to the Dutch language, the Ignite client would report scripting errors when a chat was delivered.

173029 Ignite was intermittently displaying a call in the inbox even after that call had been completed.

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Knowledge



173333 Ignite was reporting errors when configured to use SSL and attempting to use an email or chat template.

173424 The Ignite Queue folder was reducing font size when the items waiting exceeded 99, resulting in difficulty reading the number on older monitors.

IVR Routing


Number


174987 Variable Compare actions using the ‘Contains’ qualifier was not matching numbers correctly.

176220 When restoring a Version 6.0 IVR configuration into a Version 7.0 server, Menu Prompts were now allowing ‘?’ as a possible input, which resulted in misrouted calls.

180639 Callbacks are being saved and recalled from the queue after 10 minutes, even when the Call Timeout value was set higher.

Localization


Number


106887 In Dutch Language, the Marquee was showing the ‘worktimer’ agent state as ‘email werktimer’.

180539 In IVR, read back of currencies was applying ‘Uno’ and plurals incorrectly in ES-CL language.

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Multimedia Contact Center


Number


164799 Intermittently the Routing Media service was encountering a SQL timeout error when trying to update a stored procedure.

171542 In some cases, emails being transferred from one ACD agent to another via Ignite would then be offered to both the original and destination agent.

171645 When using Outlook to manually sort emails for your Multimedia Contact Center, emails with attachments could become stuck, and never route properly.

172330 When trying to process an email with a digital signature, the Multimedia Contact Center was failing to modify the body of the message, and would eventually stop processing other mails.

172339 When using Exchange Online, the Multimedia Contact Center was encountering an error when trying to send emails with attachments over 5MB in size.

173336 In environments where the EnterpriseIPAddress registry key is set to the DNS name of the server instead of an IP address, Chat transcripts were not being emailed out.

173636 When first logging into Ignite or Contact Center Client, the system was not respecting the workload settings for the first offering of queued items.

173688 Multimedia Contact Center auto-acknowledge emails were not being sent unless the SMTP server was configured to use authentication.

PhoneSet Manager and Softphone


Number


166293 In environments with a large number of extensions, the Select Extension dialogue box was taking several minutes to load the list.

172345 Intermittently the Softphone toolbar would be replaced with a red X.

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Reporting


Number


162712 IQ DNIS Group Performance by DNIS and IVR DNIS Group Performance by DNIS reports were not sorting properly.

164977 The Condition by Branch report was showing more calls on child branches than the parent branch was reported to have.

165007 Agent Event by Period report was double pegging some calls with durations of 0 seconds.

169699 The Traffic Attendant Console Performance by Period report was not pegging outbound calls correctly.

172321 The SQL View AgentByDevice was not including worktimer duration on transferred ACD calls.

173311 One site was intermittently unable to run reports on demand.

174074 One site requested that account codes be pegged to the duration of the call, and not only to a portion.

174097 The Extension Group Accounting Trace report was failing to generate if filters were applied.

175233 When scheduled reports are emailed out, the name of the schedule was not being presented in the subject line of the email.

177779 Agent Outbound Trace report was pegging a call transferred to a logged-out agent, which then redirected to voicemail as an ‘outbound’ call against that logged-out agent.

177784 The Agent Group Internal/External Call Counts by Agent report was not showing the correct number of inbound calls when compared to an Agent Inbound Trace report.

177824 The IQ DNIS Group Performance by DNIS report was including calls that were never processed by Intelligent Queue.

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Salesforce Integration


Number


173328 The Salesforce CTI adapter was crashing due to an access violation error in .NET. The CTI adapter was adjusted to work around the .NET limitation.

173644 Users were unable to launch the Salesforce connector in multiple Remote Desktop sessions connected to the same RDP Server.

173662 The Salesforce CTI adapter was not searching for PersonAccounts in Salesforce.com, only Accounts.

Workforce Scheduling

Knowledge



162604 The Workforce Management connector was creating 0KB feed files, and failing to properly connect to IEX.

177781 Extra logging has been added to assist in capturing root cause of database update errors.

177786 Forecasting did not allow users to input a service level value of 100%.

177789 One site encountered an intermittent error in the Workforce Scheduling. “the given key not present in the dictionary.”

YourSite Explorer


Number


172324 When creating security lists, non-unified email and chat groups were not being displayed in the available groups list.

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Known issues

The following section describes known issues in Version 7.0.1.0. For hotfixes that address any issues that were not known at the time this document was published please refer to the following:

• Customers—contact your Mitel Channel Partner

• Channel Partners— visit the Knowledge Base at http://www.mitel.com, under Mitel OnLine, Products=>Applications=>Mitel MiContact Center=>MiContact Center Partner Portal=>Knowledge Base

Citrix XenApp


Number


178979 179612

When using XenApp, in order for a user to access the Data Inspectors, Forecasting tool, or to use Ignite for Chats, you will need to log onto the application server once under that user’s domain before his client instance will connect.

Contact Center Management


Number


123267 Hunt group reports will show no data if the hunt group and the port are programmed on different PBXs.

Workaround: Ensure ports are on the same PBX as the hunt group.

125780 Contact Center Client port monitor does not display anything in the hunt group name or hunt group number if the port is on a different PBX than the hunt group.

Workaround: Ensure ports are on the same PBX as the hunt group.

http://www.mitel.com/

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Knowledge



157981 If resilient hot-desking agents are logged into a softphone configured for call recording using the Secure Recording Connector (SRC), and communication to both the PBX and the SRC are lost, the hot-desking agent will not remain connected.

Workaround: Wait for communication to be restored for both the PBX and SRC, and have the agent reconnect using their softphone.

158021 If you have a large number of tabs open in the YourSite Explorer application, you may receive a message indicating that the memory usage has become abnormally high. Workaround: Close as many tabs as possible in the YSE, close the application, and re-launch it to improve performance.

IVR Routing


Number


160593 When running callback reports, agents are not properly credited when they requeue the callback. The queue does get credited properly.

166047 If you are upgrading from a previous version of software to Version 7.0.0.0, and have a remote IVR node, the Updater Service on the remote node will not prompt you to install Microsoft .NET 4.5. The remote node will not function until this is installed. Workaround: You must install Microsoft .NET 4.5 manually on your remote node.

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Reporting


Number


181601 The column headers for “Peak outbound time” and “Peak outbound peg” are displayed as “Peak time” and “Peak peg” in the following reports:

Route List Traffic by Period

Route Plan Traffic by Period

Route Traffic by Period

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Contact Center Solutions and Call Accounting Version 7.0.1 ...

Documents