PRODUCT_LINE: BCM ============================================ Software Update Name: BCM360.329-RCC Applicable H/W Platforms: BCM1000, BCM400, BCM200 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 2.4 - Build 344 Dependencies: Required patches - None 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 37.01.06.22 Size: ~97Mb 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 ~97MB 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 (default: 3309) 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 -------------------- Added new document Troubleshooting and Maintenance Guide to the RCC library this document should be consulted in the event a problem occurs with RCC. The following issues are addressed: ---------------------------------- 1. RCC: System Configuration report in Canadian French overwrites value on screen When generating a System Configuration report in Canadian French, some values returned would be masked by the title which is too large for the column width. Q01459566 2. RCC: Print Schedule heading option change when using different language When viewing RCC in another language, menu options for daily print schedules are incorrect. Q01460361 3. RCC: The agent activity report shows incorrect data Negative values appear on the report due to a problem when handling Supervisor Monitoring time. Q01459098-01 4. RCC: SUOG change format of text to put more emphasis on the information Slight change to the SUOG "using the reports section" to emphasize important information. Q01455193 5. RCC: Error message when Submit selected in Company Details with no changes Entering information into the Company Details, submitting and then resubmitting a second time with no changes causes an error. Q01455041 6. RCC: Historical report issues Agent Average Report by Agent, when viewed on screen and printed, truncates Average Outgoing Call Time column. Q01442363-01 7. RCC: HP DeskJet 5400 cuts off edge of report when printed from View on Screen On the printer model above certain reports would truncate columns and report footers when viewed on screen and printed. Q01448639 8. RCC: "Get Latest CC Data" button fails with "Cannot establish a connection to CC" The error message would incorrectly lead the user into believing the connection between RCC and the Contact Center was not working. This is not the case and has been reworded to detail the correct status and what steps to take next. Q01449231 9. RCC: Agent Average Report By Agent and Agent Activity Report by Skillset do not generate and return "timeout error" For very large customer sites the Agent Average Report by Agent and Agent Activity Report by Skillset will not generate and will return an error containing the phrase “timeout”. Q01444204 10. RCC: Insert generic information in RCC documentation on getting help from Nortel Information and help on raising technical support issues with Nortel has been added to each document within RCC, that includes the SUOG and Reports Explained. Q01441499 11. RCC: Printout of Agent Audit report missing data when printing on multiple pages Issue specific to HP DeskJet 5440 where the bottom few lines of the Agent Audit report would not be printed when viewed on screen and then printed. Q01435711 12. Call Center: Wallboard is not counting smoothly QT An update to the Troubleshooting Guide document to add a warning about possible problems with Microsoft Indexing service and Wallboard Updates if wallboard updates appear too slow. Q01437207 13. RCC: Print delay window should close when the reports have printed When printing a report from the Report Generation page and selecting a delay of more than 1 minute, the popup window would not close when the print time had passed. Q01398880 14. 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. Q01438761-01 15. RCC: SUOG troubleshooting section needs enhancement Inclusion of a new document to the RCC library, Troubleshooting and Maintenance Guide. This guide should be consulted in the event of any issue occurring with RCC. Q01186881 16. RCC: Report status window sizing issue When generating a report, if the maximum number of concurrent report windows is exceeded the red warning text is cut off on the last line of the report status window. Window height has been adjusted to fit the message. Q01420391 17. RCC: error message appears along with activity codes report When trying to view the online help for any Activity Code Reports the message "no reports explained index is available" is displayed instead of the right help text. Q01407896 18. RCC: Correct Reports Explained Online Help for Summary Report Average GOS% Average GOS% field in the Reports Explained is incorrectly documented correct formula is: (Total Pre - Total AnCS - Total AbC) / Total Pre) * 100 Q01418408 19. RCC: CC Connection page Online Help compatibility across BCM platforms Online help now details what to enter for the various BCM platforms with which RCC 2.4 will operate. Q01409124 20. RCC: Should display CannotConnectToCC error message in Real Time Currently the error code CannotConnectToCC, CannotConnectToDB and CCRefusedConnection from the BCM are not reported to the real time screen if they occur. These have been added and a generic message has also been added should another error message be sent that RCC does not recognize. Q01396592 21. DOCS: Agent on Customer site can somehow avoid calls. Reports Explained Documentation now details how an agent may avoid being distributed calls by extending Break Time through prompted Activity Codes at the end of a call. Q01279027-01 This patch includes the content of the following superseded patches: BCM_360.322_RCC.61.212 ---------------------- 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. Q01438761-01 BCM_360.311_RCC.61.334 ---------------------- New Features/Changes -------------------- The following patch includes all major deltas in RCC 2.4 these include: 1) Renaming of column headers in Historical reports for greater consistency 2) Real Time screens launch on their own window, rather than embedded in a single page, this allows the user to select which combination of the Agent Detail, Agent Summary, Call Detail and Call Summary they wish to view. 3) New report generation page allows the user to launch up to 5 different reports (previously this was limited to 1 report), date range input is now saved while the use remains logged into RCC. 4) Reports can be sent directly to the printer rather than waiting for them to be generated on screen then sent to the printer. Same reports can also be scheduled to print up to 24 hours later. 5) Reports Explained significantly enhanced to include formulas and (where applicable) an FAQ for each report. 6) Download status window enhanced to report on errors from the BCM previously only available by looking at the log files. 7) Added Disconnected stat to the Real Time and Historical reports. The following issues are addressed: ---------------------------------- 1. Agent Average Report by Agent missing printed information When printing reports using all methods, the far left hand side of the report is cut off on the printed document. Q01404052 2. RCC download status window The download status window was not resizing when different languages were used, encompassing longer words. Q01353335-01 3. Installation on the D: Drive When selecting to install RCC on a drive of the customers choice (i.e. D instead of C), RCC installed as required but the MYSQL server continued to install under a default location of Drive C. Q01383461-01 4. RCC SUOG picture needs updating Page 55 of the document contained a dated image of the download status window, thus not showing the status. Q01334246-01 5. Transactions answered by Non-Agents are not recorded Any transactions answered by Voicemail, Operator, or non-Agent, are not recorded across the reports. Q01405964 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 errors Load RCC build 2.3.210. Installs version 2.08. Use desktop shortcut to open the Reports Explained Document installed on PC. On numerous pages, 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 12. skillset-cdn-conflicting-with-physical-dn causes CCRS RT xml schema change CCRS Real Time will add a node under when a skillset cdn conflicts with physical dn. This is displayed as an error in the Real Time screens. Q01246150 13. Reports Explained duplicated in Online help The Reports Explained document is now included as an automatic Online Help tool. When generating a report the appropriate section of the Reports Explained document is displayed in a separate window. This feature is activated by default and can be deactivated on the report generation screen. Q01235258-02 14. Automatic online help for invalid connections If after submitting the connection RCC cannot establish a connection to the call center it presents them with online help popup window containing tips on resolving the connection problem. The information has also been reviewed and updated. Q01239583-02 15. Names are being cut off on Scheduled Printed Reports Problem: In some of the scheduled Reports Names are being cut off on some of the columns. In the Call Average Report under the First Column the name Tom_Jerry's Show the w in Show is cut off and UNIVERSAL STUDIO the U is cut off and DIO is not shown. These appear properly in a non schedule printed report. The reports were modified resizing widths/font sizes where applicable. Q01097582 16. Prompts with incorrect capitalization On certain Print Schedule pages the capitalization was incorrect. Q01246617-01 17. RCC date day/month transposed in agent report When RCC reports are generated for agent activity it is seen that the date day/month are sometimes switched. The Agent Profile report has been modified and is now displaying dates correctly. A date format function was also added to the database query for the report to fix the date transpose. Q01309799 18. Shipped Documentation Figure Quality The quality of the Figures in the RCC user guides (SUOG and Reports Explained) were low quality to reduce the file size but proved unreadable. The PDF conversion process has been improved increasing the file size a little but improving image quality significantly. Q01321529-01 BCM_360.294_RCC.61.209b ----------------------- New Features/Changes -------------------- As part of the installation of RCC, new NTPs are installed on the RCC desktop. RCC 2.3.209b includes an upgrade from MySQL 3 to MySQL 4.1.14. The latest version of MySQL is more stable than the previous version. This results in significant changes, which are detailed below. 1. Different MySQL database location. Prior to RCC 2.3.209b, the MySQL database was installed in C:\Mysql\data\ccrdb by default. For RCC version 2.3.209b and later, the MySQL database is installed in C:\Program Files\MySQL\MySQL Server 4.1\data\ccrdb, by default. 2. New MySQL Service. After an upgrade, you will observe the following services: MYSQL = old MySQL 3 service. MYSQL4 = new MySQL 4 service. Note that for a new installation of RCC, you will observe the MYSQL4 service only. 3. New backup procedure. Refer to NTPs for new backup procedure. In addition, for labs, previously you may have: -stopped MySQL. - used Windows explorer to copy C:\MYSQL\DATA\CCRDB to (for example) C:\MYSQL\DATA\CCRDB_backup. Using a similar process, RCC version 2.3.209 or later: - stop MySQL4. - use Windows explorer to copy C:\Program Files\MySQL\MySQL Server 4.1\data\CCRDB to (for example) C:\Program Files\MySQL\MySQL Server 4.1\data\CCRDB_backup. 4. New Method to default the RCC Database. In very rare circumstances, where call center data on the RCC is not required (such as in partner labs) you can default the RCC database to day one (i.e. null data). This procedure has changed due to changes in the install locations. NEVER DO THIS AT CUSTOMER SITE, YOU WILL LOSE UNRECOVERABLE DATA! Prior to RCC 2.3.209b To default the database for RCC for BCM 3.6 / BCM 3.7: - Stop RCCLauncher - Stop the MySQL service. - Use Windows Explorer to rename C:\mysql\data\CCRDB to C:\mysql\data\CCRDB_backup. This is the current live RCC database. - Use Windows Explorer to copy day one database C:\Program Files\Nortel Networks\Reporting for call center\CCRDB directory to C:\mysql\data\CCRDB. Post RCC 2.3.209b To default the database for BCM 3.6/ BCM 3.7 (2.3.209b or later): - Stop RCCLauncher - Stop the MySQL4 service. - Use Windows Explorer to rename C:\Program Files\MySQL\MySQL Server 4.1\data\CCRDB to C:\Program Files\MySQL\MySQL Server 4.1\data\CCRDB_backup. This is the current live RCC database. - Use Windows Explorer to copy day one database. Copy the directory from C:\Program Files\Nortel Networks\Reporting for Call Center\CCRDB to directory C:\Program Files\MySQL\MySQL Server 4.1\data\CCRDB. 5. Tip to locate the MySQL 4 port selected at install time. Select Administrative Tools->Data Sources->System DSN. Select appropriate DSN. Select Connect Options. This will identify the port number (normally 3309) you used at install time. 6. New workaround to restart RCC call center download. In rare circumstances, a workaround is required to restart RCC call center download due to bad XML. For those partners who have retained the instructions, please note that the instructions have changed (the database logon procedure has changed only). Should you need further assistance, please contact Nortel via your normal procedures. The following issues are addressed: ---------------------------------- 1. Include RCC Documentation with installation - Install size has increase by ~13MB. Q01235207-02 2. Reduce the size of the Documentation in the RCC installation - Originally ~74MB, then Documentation added ~127MB, Documentation worked on/compressed ~ now 87MB. Q01299792 3. No connection to RCC after upgrade from Build 51 to Build 208 - RCC access confirmed, reports could not be viewed. A change to the install process now stops the MySQL3 service before copying the existing database to its new location. This was a locked database issue - i.e. the database was being copied whilst in use. Q01300473 4. Reduce the size of the Documentation in the RCC installshield - please see above comments for 2. Q01299792 5. Auto DB Fix Utility needs to be ref'd in Troubleshooting chapter of RCC SUOG - A section has been added in the Troubleshooting chapter called Errors on Generating Reports. This explains how to use the Automatic Fix Utility for RCC Database on encountering errors when generating reports in RCC. Q01261983-01 6. Include Documentation with install shield - please see above comments for 2 and 4. Q01235207-02 7. Client MySQLdatabase version needs upgrade ver 3 to 4 - the latest version of MySQL is more stable than the four year old existing version. Q01118549-01 8. Limit the time period that certain reports can be generated - the maximum time that a report can be generated for is one year. Q01245258-01 9. Skillset wallboard parameter - Code now uses the Outgoing calls per skillset node rather than calculating based on the info in the Agent node. Q01193152-01 10. BCM 3.6: RCC Session Disconnects - Connection issues for realtime and reports. Now if the MySQL database is not responding or there is an error the realtime will restart to prevent refreezing. Q01076535-01 11. Port any relevant fixes from BCM 3.6 to BCM 3.7 - Investigate and confirm that no fixes from BCM 3.6 need to be ported to BCM 3.7. All BCM 3.6 fixes not in BCM 3.7 have been ported across. Q01247020 12. Any language that has accents the letter is not displayed in the help file - Help text table and upgrade script updated. Q01043009-04 13. Need to optimize RCC reports - Agent Audit and Agent Activity Reports would not generate for a years worth of data. The reports now generate as the Audit report generates for 24 hour periods and the Activity generates for 7 day periods. Q01164463-02 14. Agent Average misses agent logged in before and after time period. The Agent Average report wasn’t displaying the agent unless the report period encompasses their login period. Q01278656-01 BCM_360.258_RCC.61.054 ---------------------- BCM_360.224_RCC.61.051 ---------------------- BCM_360.192_RCC.61.050 ---------------------- BCM_360.156_RCC.61.047 ---------------------- BCM_360.092_RCC.61.044 ---------------------- BCM_360.052_RCC.61.042 ---------------------- BCM_360.032_RCC.61.041 ---------------------- BCM_360.001_RCC.61.039 ---------------------- 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. 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 (default: 3309) 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.