PRODUCT_LINE: BCM ============================================ Software Update Name: BCM360.322-RCC Applicable H/W Platforms: BCM 1000, BCM 400, BCM 200 Applicable S/W Platforms: BCM 3.6 Category: GEN Installation Recommendations: This patch should be applied to all new installs of BCM 3.6. Existing installations should have this patch applied if they are experiencing any of the issues that are corrected. There is no need to schedule specific maintenance to apply this upgrade if there are no reported issues. In those cases, systems should be updated at the next regular service opportunity. Component & Version: RCC 2.3 - Build 212 Dependencies - BCM360.292-VM Product Dependencies - Java 1.5.4 (included in RCC installation) MySQL 4.1.14 (included in RCC installation) Crystal Reports (included in RCC installation) IIS 5 (Not Included) BCM 3.6 - Voicemail 37.01.05.22 Size: ~96Mb System Impact: time to apply patch ~ 10 min. The time to apply the patch depends on network conditions, whatever time it takes to upload a ~96MB file. Does patch application force reboot: No Other impacts - N/A. Limitations: None Patch Removable: No Installation Instructions: ---------------------------------- IMPORTANT Please ensure you create a backup of your Reporting for Call Center Database prior to upgrading to this build. For information on backing up the database please refer to the Reporting for Call Center SUOG - The specific required chapter is titled "Backing up the MYSQL Database". For existing installations on client PCs: In Add/Remove Programs uninstall Reporting for Call Center. DO NOT uninstall Java or MySQL. Run the Reporting for Call Center install. For new installations on client PCs: DO NOT uninstall Java or MySQL. Run the Reporting for Call Center install. The installation process has changed, as a result of upgrading MySQL 3 to MySQL 4.1. You will need to supply a unique port number for MySQL 4.1. If MySQL 3 is already installed on the Web Host PC, the MySQL Port Setter dialog box is displayed the first time you install Reporting for Call Center using the MySQL 4.1 Server. The port number to be used by MySQL 4 can be entered, or selected from the drop down list box, or left at the default port number of 3309. On first installation of Reporting for Call Center on a Web Host PC with MySQL 4 already installed, the MySQL Port Setter dialog box appears. Select the port number to be used by the MySQL 4.1 Server from the drop down list box, or enter a new port number, otherwise the port number is set to the defaulted value of 3309. It is recommended you select port 3309 (MySQL 3 by default would have been installed on port 3306) port 3309 for MySQL 4.1 will be unique, as required. FOR MORE INFORMATION ON THIS CHANGE PLEASE CONSULT THE NEW FEATURES SECTION OF PATCH BCM_360.294_RCC.61.209b New Features/Changes ---------------------------------- Incomplete XML warning message is now suppressed. You may find that after installing this patch an Incomplete error message is still displayed (if one existed before the upgrade). Simply clear the message, you will not see any new warnings from the point of upgrade onwards. RCC versioning updated from [Major].[Minor].[Build] e.g. 2.3.212 to [Major].[Minor].[Build].[Respin].[Component] e.g. 2.3.212.1.61 The following issues are addressed: ---------------------------------- 1. RCC: Suppress Incomplete XML warning When RCC detects Incomplete XML warnings to the user are suppressed but still recorded in the database and log files. Q01438761 *** NOTE: Patch Content continues on "Special Information" field *** *** Patch Content continues *** This patch includes the content of the following superseded patches: BCM360.295-RCC.61.211 --------------------- New Features/Changes -------------------- No New Features The following issues are addressed: ---------------------------------- 1. "Outgoing Calls" not consistent between reports The "Outgoing Calls" in the Agent Average Report are not consistent with the "Outgoing Calls" in the Agent Profile Report. This is by design and the online help and documentation have been updated to explain the differences. Q01278670-01 2. RCC Reports Explained installed on PC contains link ERROR!s Load RCC build 2.3.210. Installs version 2.08. Use desktop shortcut to open the Reports Explained Document installed on PC. On numerous pgs, including 21, there are ERROR!s for "Reference source not found" and "Bookmark not defined". The links are not there for the customer to access. Q01343594 3. RCC Alerts users when bad XML is received When there is a bad XML record, the user should receive a popup, or some kind of historical error message that says "We have encountered a bad chunk of XML data that we cannot process , please continue you may have an issue with the reports; otherwise, please contact support with XML issue". The item Must be logged in the Client logs. Q01235026-01 4. RCC Strings for Reports Explained Help and time limits for report generation wrong From RCC build 2.3.210 --> Reports-->view the Agent Audit report page and the Agent Activity report page. There is a checkbox beside text 'Please enter a date range of seven days or less', where should have been text for 'Enable Reports Explained Help'. Q01343586 5. RCC Include feedback for customer in Reports Explained doc All customer questions and queries about the reports are now available as an FAQ attached to the relevant report within the Reports Explained Document this has also been included in the online help. Q01239602-02 6. RCC Synchronize new report headings in BCM 3.7 All report headings in this release have been updated to be clearer and more consistent across the Reporting for Call Center product. Q01239592 7. RCC Missing one month limitation for Agent Profile report The Agent profile report will be limited to one month to guarantee generation of this report on large customer databases. Q01343571 8. Translations required for months on reports and system config report text When a report is selected whilst a user is logged in using a different language to English and some of the report selection screens - such as the system configuration - the language is still in English and requires translation. Q01258647 9. Column for outgoing calls is incorrect for Summary Report Problem: Column for outgoing calls in the Summary Report shows incorrect information. This has now been resolved. Summary Report is a report by Skillsets and outgoing calls are not Skillset related but Agent related and therefore should not be included in the Summary Report. Q01255820-02 10. RCC Suggestion to give choice in what is downloaded initially When connecting to the BCM for the first time (sometimes referred to as the initial connection) the user can now specify a start date for the data download to begin from, rather than the earliest data in the BCM. Q01190722 11. RCC Logs/warns user when XML looks incomplete If there is Call Data (an RPTCall data node) but no associated Skillset data(RPTSSData) or Agent Data (RPTAgentData) in the same chunk of XML, RCC logs this and warns the user there could be a problem. Q01239575-02 NOTE: For a complete list of issues addressed by this patch, please refer to release notes attached to the patch.