PRODUCT_LINE: BCM ============================================ Software Update Name: BCM360.344-VM Applicable H/W Platforms: BCM1000, BCM200, BCM400 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: Voicemail 37.01.10.22 CallCenter 37.01.10.16 Dependencies: Required patches - BCM_360.329_RCC.61.344 or later version Or BCM360.341-SU.99.4 Product Dependencies - None Size: ~7.1 MB System Impact: time to apply approximately 20 Minutes Does patch application force reboot: Yes, 2 reboots Other impacts: VoiceMail will be stopped as part of the patch application and the service will be unavailable during the patch process. Limitations: WARNING: You must ensure that the RCC client is not polling the BCM at the time you apply this patch. If you are applying an RCC patch as well, first uninstall the RCC Client from the Web Host PC, apply the patches to the BCM, then install the new RCC Client. If you are not applying an RCC patch, you must either stop the RCC Launcher Service on the Web Host PC or shut down the Web Host PC before applying the VM patch to the BCM. Patch Removable: No Description: ----------- The following issues are addressed: [37.01.10.22 - 37.01.10.16] 1. CallCenter: Agents intermittently stop receiving calls after wrap time Synopsis: Agents would intermittently enter a state where the system would wait indefinitely for activity code entry. As a result they are not able to make themselves available to receive new calls. Logging in and out did not resolve this issue. To fix this, new logic has been introduced to clear the error state at login so that agents can resume taking calls. Should an agent find themselves unable to receive calls - they can now log out then back in to resume work. CR ID: Q01449845 2. CallCenter: Incorrect behavior when a MMCC supervisor launches Supervisor Help by pressing F906 Synopsis: When using MMCC the administrator must specify the agent 'type' when configuring the agent. There are three categories of agents, Voice, Browser or Both. Supervisors must be either Voice or Both agent types. When a supervisor logs in they can receive Help requests. The problem with this CR is that a supervisor categorized as 'both' logs into the MMCC interface only - the system will attempt to dispatch help requests to them, however as they are not logged into a telset the request will fail. New logic has been introduced into the Help feature that requires a supervisor to be logged into a physical telset before help requests will be dispatched to them. CR ID: Q01454549 3. CallCenter: Realtime skillset statistics not reset when skillset is disabled Synopsis: Occasionally administrators will want to disable skillsets or remove them from the system completely. When this is done, skillset statistics for the day will remain until the next day when statistics roll over. New logic has been introduced to clear statistics from these disabled or removed skillsets. CR ID: Q01485283 4. CallCenter: Enable DNIS display on Telset UI Synopsis: The Call Center now supports DNIS display on the Telset UI. This feature is enabled via Call Pilot Manager on the Call Center General Properties page, under the existing CLID display options. The administrator may now enable DNIS to follow the CLID Display when a call is presented - when DNIS information is available from the CO. CR ID: Q01501067 5. VoiceMail: Auto Attendant Down Synopsis: A rare condition exists where Auto Attendant will stop responding to calls until a VoiceMail restart is initiated by the system administrator. The root cause of this condition has been identified as the following scenario: If a caller enters a CCR Tree via Auto Attendant and makes an error while entering DTMF digits, they will be presented with a second "retry" to enter the correct digits. If the caller then enters digits again (either correct or incorrect) and disconencts immediatly afterward, the system may enter an error state. The system will attempt to play the appropriate voice prompt to the caller while it either transfers their call or plays the prompt for a third "retry". Since there is no call to play the greetings too, the system can potentially enter a state where it becomes unresponsive. This condition has been resolved and the system checks for a connection before attempting to connect a system voice port to the caller. CR ID: Q01497428-01 This patch includes the content of the following superseded patches: BCM_360.328_VM.22.0109: ---------- [37.01.09.22 - 37.01.09.16] 1. CallCenter: Port back RPT query time restriction from BCM4.0 to BCM3.7 Synopsis: Porting back a feature from BCM 4.0 which tightens the control on what CallCenter considers a valid XML Request. CallCenter will now reject queries where the data end time is before the data start time. For example, a request for data from 10:00 AM to 9:00 AM on the same day. CR ID: Q01447132 2. VoiceMail: Rare delivery failure for AMIS Synopsis: When sending AMIS networking message to multiple sites, occasionally, sender's mailbox will receive Non-delivery notification (NDN) message, "The following message could not be delivered to phone number 'x' mailbox number 'y'. The destination telephone number does not appear to be a network site". This update corrects the problem by resending AMIS message as per the number of retries configured in AMIS retry page for cases where Trunk drops the call in middle of a AMIS negotiation. CR ID: Q01448471 [37.01.08.22 - 37.01.08.16] 3. VoiceMail: BCM CallPilot fails to reply to a AMIS networking message Synopsis: Symptom is that BCM CallPilot fails to reply to a message received from an AMIS networked site located in the country other than the country where the local site is present. This update corrects the issue by not replacing the country code present in SAN with the country code configured in the AMIS networking properties so that number to be dialed on the AMIS network is proper. CR ID: Q01440775 4. VoiceMail: Message delivery fails if the AMIS networking message is composed to multiple recipients Synopsis: Symptom is that BCM CallPilot delivers the AMIS networking message only to first recipient in the TO address list and fails to deliver the AMIS networking message to other recipients in the TO address list. Issue occurred due to VoiceCTI grabbing the same Trunk LAD for consecutive make call requests. This update correct the problem by adding a small delay between the consecutive make call requests so that VoiceCTI doesn't use same Trunk LAD. CR ID: Q01446965 [37.01.07.22 - 37.01.07.16] 5. Call Center: Small resource leak in a CC Routine Synopsis: A function was called to open the data file, but did not close the file before exiting CR ID: Q01390342-02 6. Call Center: Calls not presented to agents for 10mins Synopsis: The system state machine had a hole in which, very rarely, calls could get stuck and take ~10 minutes before successfully routing to an agent CR ID: Q01414570 7. VoiceMail: CallPilot Read Receipts missing Synopsis: CallPilot was not properly sending the read receipt for messages sent with Certified/Acknowledge delivery option. When two or more users read messages sent with Certified/Acknowledge delivery option at the same time, the message IDs generated for the read receipts were not unique. This resulted in sending the duplicate read receipt to same mailbox user instead of sending to corresponding mailbox users. This update corrects the problem by generating the unique message IDs for each read receipt send by the system. CR ID: Q01414600 [37.01.06.22 - 37.01.06.16] 8. Call Center: Counter for time spent in a "Supervise" state resets on JOIN/MUTE Synopsis: When a user is using Supervisor Monitoring or Supervisor Help (Features 905 and 906) the Call Center tracks the total amount of time spent in each state. However, when the Supervisor presses the join/mute softkey to mute/unmute their voice path, this timer resets. This has been resolved so we track the entire F905/906 session. CR ID: Q01019549 9. Call Center: XML schema port back from BCM 4.0 to BCM3.7 Synopsis: This is an enhancement which adds more robustness in the XML and increments the version so that the data stream is the same as a BCM 4.0 system. This requires RCC 2.4.330a or later version and makes previous versions of RCC incompatible. The benefits of this is that users on BCM 3.6/3.7 can utilize BCM 4.0's reporting for Contact Center package. CR ID: Q01274838 10.Call Center: Reporting for Call Center fails to establish a connection Synopsis: The problem appears that RCC is unresponsive and does not connect to the BCM. What really happens is that after an abnormal patch application the MS SQL service (which manages the database) starts AFTER Voicemail. As a result Voicemail cannot reach the database to respond to the XML queries from RCC. This has been resolved. Voicemail will now try re-connecting to the MS SQL server every 5 minutes until a connection has been established. CR ID: Q01334435 11.Call Center: Call Center gives up trying to connect to MS SQL Synopsis: Related to the above CR (Q01334435). After a certain point Call Center/Voicemail gives up trying to connect to the MS SQL service. This has been resolved so that we will always try every 5 minutes to connect until a connection has been established. Additional information about Database issues has also been added to the logs. CR ID: Q01332863 12.Call Pilot Manager: Need notification in WUI if user disables CC via F982/WUI Synopsis: Users can use F982 or the Call Pilot Manager Web User interface to disable Auto-Attendant from answering lines. This affects Call Center as Call Center will also not answer lines. This Change is to have a noticeable banner appear when this setting has been toggled so that users can quickly find out if their Auto Attendant/Call Center has been disabled via the telset. CR ID: Q01367288 BCM_360.292_VM.22.0105: ---------- [37.01.05.22 - 37.01.05.16] 1. CallCenter: Investigate a more robust alternative for NVM/CCRSNDP Mismatches Synopsis: When applying Voicemail/CallCenter patches to your BCM, it's possible for the Nortel Voicemail and Call Center Reporting Server Network Data Provider to fall out of sync. That is, the CCRSNDP version is not updated. This is typically caused when administrators fail to stop the Reporting for Call Center client before a patch is applied. This patch addresses this issue and adds a more robust method of notification if there are issues. CR ID: Q01333540 2. VoiceMail: Off Premises Notification does not always function Synopsis: When the Voicemail is attempting to service multiple OPN request simultaneously, it results in a condition where two voice ports grabs the same trunk to initiate the OPN call. When this condition is occurs only one OPN call is successful and the other one fails. The solution to this problem was introducing a delay of 500ms is introduced between the OPN calls to avoid the condition where two voice ports grabs the same trunk CR ID: Q01296328 3. CallCenter: Calls Stuck in Queue Synopsis: In systems which use Prompted Activity Code Pegging, an error condition can occur where the agent does not receive calls (if they are the only agent available in a skillset). This Fix addresses this issue. CR ID: Q01312862 BCM_360.281_VM.22.0104: ---------- [37.01.04.22 - 37.01.04.16] 1.Q01296214-01 - Call Center Calls get stuck in queue Synopsis: Additional robustness modifications for the Q01296214-01 fix. [37.01.03.22 - 37.01.03.16] 2. Q01296214-01 - VoIP Call Center Calls get stuck in queue Synopsis: Introduced into VM 37.00.95.22 and carried forward into 37.01.01.22 forward. Prior to VM 37.00.95.22 the BCM would occasionally drop calls when the maximum voiceports were exceeded. This was resolved in VM 37.00.93.22 by the addition of a new state which inadvertently introduced an issue where calls would get stuck in queue. With this fix calls should neither drop or get stuck in queue when the Maximum Voice Ports are exceeded. 3. Q01219041-01 - When an agent logs out and then logs back in on the same active call, Real Time statistics are inaccurate Synopsis: Real time statistics are intended to be a snap shot view of statistics and states in a Call Center. However, Nortel also includes some pseudo historical statistics which include total calls answered per day, hour, et cetera. In regards to "pseudo historical" Agent Real time statistics, these figures would be reset to null when an agent logged out. This has been resolved with a temporary buffer that roles over at midnight. 4. Q01229950 - Once all intercom paths are in use, all subsequent call fail to route to VoiceMail Synopsis: Similar to Issue #2 [37.01.02.22 - 37.01.02.16] 5. Q01153054 - If a MMCC Agent is forced off from the CPM WUI, or is automatically logged out via missing a call, the Real Time statistics need to be updated to reflect this. Synopsis: As stated above in the title, when an MMCC agent is forced off via Call Pilot Manager, or a Call Center parameter being met, real-time was not updated. This has been resolved. 6. Q01216778 - Real Time agent detail not saved before unplugging BCM Synopsis: Similar to fix #3. When the BCM was rebooted you would loose all "pseudo historical" statistics, agent, call, skillset... everything. This has been resolved with a temporary buffer which can survive a reboot (stored in non-volatile memory) 7. Q01219041-01 - Incorrect real time when agent logout and login on active call Synopsis: As stated in above in the title, when an agent logs out while on a call, then logs in again the call statistics could become skewed. Enhancements have been made in the core of call center to accommodate for situations such as this. 8. Q01242434 - Agent stays at 'busy' state when logging in during an overflow call Synopsis: When agents log in during key phases in the call center and a call is routed to them, they become 'stuck' in a busy state. It is not known when this was introduced but has been resolved 9. Q01242755 - Inconsistencies between summary reports executed for the same time period at different times. Synopsis: When summary reports were executed for the same time periods (say Monday - 1:00 PM to 3:00 PM) at different times, different statistics were available. In one situation the report was executed the same day after the time had elapsed (Monday 4:00 PM) and the other report was generated the next morning (Tuesday - 7:00 AM). the two reports generated at 4:00 PM and 7:00 AM had some slight inconsistencies which were attributed to nightly clean up routines. These have been sorted to give a consistent view regardless of when the reports are executed (assuming that the time period in the specified report has elapsed). [37.01.01.22 - 37.01.01.16] 10. --Ported BCM 3.7 contents to BCM 3.6-- Synopsis: Back-port of all BCM 3.7 content to BCM 3.6. BCM_360.257_VM.22.0101: ---------- Q01151985-02 - Callpilot 150 v3.0: Incorrect dates Q01153973 - MMCC call with no PSTN answered by VM has no stats Q01190203-01 - Real Time calls before unplugging BCM Q01199843-01 - BCM4: Single quotes in the first character of a skillset name causes SQL errors Q01220393-01 - (BCM 3.7) BCM 3.6 - Fax Overflow gives multiple blank headers BCM_360.232_VM.22.0078 ---------- VM_36_00_78_22 Q01105802- BCM - Multiple fax pages sent to internal fax machine. BCM_360.226_VM.22.0077 ---------- VM_36_00_77_22 Q01084491-01 - Upg: Agt are prompted for ACs when upg from BCM 3.5 Q01150521-01 - RCC:Get latest Call Center data displays 'Cannot establish connection to CC' Q01152492-01 - Server error in xml for one browser only call Q01158768-01 - Final peg need to be done when agent presses RLS key to release call and F907 BCM_360.208_VM.22.0076 ---------- VM_36_00_76_22 Q01084491-01 - Upg: Agt are prompted for ACs when upg from BCM 3.5 Q01143802-01 - CCMIS: Voice portion of Phone and browser call not shown in RCC Q01149449 - BCM 3.6 - RCC incorrect Agent Detail Real time BCM_360.193_VM.22.0075 ---------- VM_36_00_75_22 Q01085985-02 Call does not appear in XML when agent logs out during the call. Q01095211 MMCC: Idle time duplicated for an Agent resulting in invalid Available time stats in Agent Profile report. Q01095541 Voice Mail Hang Error seen on reboot: Event logger 7022 - Service Control Manager- "Voice Mail hung on Startup" Q01108587 MMCC Transferred call shown in Realtime but not in reports Q01111545-01 Voicemail message "Cannot continue" and "Exit" for all users Q01112179 Call Center Connection Download stalls at 1% and never continues nor does it error out. Q01116354 XML parsing error because of Invalid Characters in the XML CLID field Q01105802 Multiple fax pages sent to internal fax machine BCM_360.172_VM.22.0074 ---------- VM_36_00_74_22 Q00873473 - TGS: realtime agent log out then in stats Q01085273 - CM400 IPview, reports incorrect BCM_360.160_VM.22.0070 ---------- VM_36_00_70_22 Q01075322-01 - One button Park and Page enhancement Q01074053 - ccmis: XML Schema missing definitions BCM_360.151_VM.22.0067 ---------- VM_36_00_67_22 Q01025319 - RCC | Get Unknown Server Error viewing realtime stats Q01046564 - CC: EURODATACAR - Errors in XML Q01047077 - BCM 3.6 RCC Agent Audit Report incorrect Q01064493-04 - update xml schema to make DNInfo node an non-required item Q01064493 - update xml schema to make DNInfo node an non-required item Q01065124 - upgrade to 1.1.30 causes HST to fail Q01022327-03 - CP Outdial - Dialing Translation Table issue where dialable #'s cannot be used VM_36_00_66_22 Q01024497 - Skillsets that have a forced greeting are preventing other skillsets from distributing VM_36_00_65_22 Q01012651-01 - BCM 3.6 RCC Build 42 not pegging abandoned call when skillset calls are transfer BCM_360.104_VM.22.0064 ---------- 36.00.64.22 Q01006070 - CCRS: DB upgrade required 36.00.63.22 Q01006070 - CCRS: DB upgrade required 36.00.62.22 Q00944660-01 - Wrap time inconsistent with Call Transaction end time Q00980179 - No calls being shown in reports for F70, CF Q00993143-01 - When VPIM re-replying to a voice message the message doesn't go through. BCM_360.066_VM.22.0061 ---------- 36.00.61.22 Q00970662-02 - Support for Military A digit for Albertsons Q00981895-02 - Calls are not being routed in the Call Center (with RCC Build 2.1.042 or higher) 36.00.60.22 Q00902175-02 - Do not blow away Call Center Reporting Server Database with future patches VM_36_00_59_22 Q00952740-01 - Upgrade from CC Basic to CC Prof when RCC key code applied fails Q00872840-04 - Agt Avail timer not reset to zero if gone into supervisor state Q00893014 BCM 3.6 RCC Build 28 stopped displaying Real Time Data Q00903663 - F70 Transfer to VM dn reason show SSTransTODN instead of ManTrans Q00906146 - No display of answ'd CC calls on RT Call Summary and Call Detail Q00960780 RCC Build 41 Shows AGENTS STUCK ON OUTGOING CALLS Q00963636-01 supervision ends too soon Q00968198 - Call Cen Agent not propted for Activity Code in 1 scenario BCM_360.047_VM.22.0057 ---------- VM_36_00_57_22 Q00893014 - BCM 3.6 RCC Build 28 stopped displaying Real Time Data Q00906146 - No display of answ'd CC calls on RT Call Summary and Call Detail Q00572075 - Request for Beep verses a Ringback tone given for forced answer calls in CC (beep tone shortened from 4 seconds to 2 seconds for UK profile). Q00903663 - F70 Transfer to VM dn reason show SSTransTODN instead of ManTrans BCM_360.022_VM.22.0054 ---------- VM_36_00_54_22 Q00877810-03 - Express Msg / FAX Q00887800-01 - Call Center Transfer to AA Routing not working as expected