PRODUCT_LINE: BCM ============================================ Software Update Name: BCM370.192-VM Applicable H/W Platforms:BCM1000, BCM200, BCM400 Applicable S/W Platforms: BCM 3.7 Category: GEN Installation Recommendations: This patch should be applied to all new installs of BCM 3.7. 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 37.01.09.22 CallCenter 37.01.09.16 Dependencies: Required patches - BCM370.181-RCC or later version Product Dependencies - None Size: 7 MB System Impact: time to apply approximately 20 Minutes Does patch application force reboot: Yes, 2 reboots Other impacts: VoiceMail must be stopped 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: [37.01.09.22 - 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 Voice CTI grabbing the same Trunk LAD for consecutive make call requests. This update corrects 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. 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 This patch includes the content of the following superseded patches: BCM_370.140_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_370.119_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] No software updates - Versioning only BCM_370.109_VM.22.0095: ---------- [37.00.95.22 - 37.00.95.16] Q01296214-01 - VoIP calls get stuck in call center queue w/agent av [37.00.94.22 - 37.00.94.16] Q01151985-02 - Calpilot 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 [37.00.93.22 - 37.00.93.16] Q01204206 - CC: Activity Code # disappears if you use invalid characters (see details) Q01220982 - Cannot add individual activity code [37.00.92.22 - 37.00.92.16] Q01205028 - CC: Same Activity Code can be entered twice Q01175133 - "Internal Server Error" seen intermittently after Call Pilot reinstallation and initialization. [37.00.91.22 - 37.00.91.16] Q01084491 - When a BCM 3.5 is upgraded to a BCM 3.7, agents are set as Prompted for Activity Code Entry type instead of Optional. When creating agents in BCM 3.7, Activity Code Entry Type is defaulted to Optional when creating agents. Q01144692 - Call dropped because of a call state mismatch when sent from a CDN to a VoicePort to be refreshed. Q01149449-01 - BCM 3.6 - RCC incorrect Agent Detail Real time. In some cases, the agent's per day call stats do not get reset to 0 when the day time line is passed. Q01150521 - RCC:Get latest Call Center data displays 'Cannot establish connection to CC' because of an invalid Activity Code. Q01152492 - Server error in xml happens when there is a MMCC browser only call alive in the system and the second browser only call comes in. Q01153431 - The Real Time Call Detail and Call Summary incorrectly displays a browser only call to an mmcc agent logged into PC only as both waiting and answered when the agent has answered by call. Q01158768 - Call missing from stats when agent presses RLS key to release both call and F907. Q01105802-01 - Multiple fax pages sent to internal fax machine. BCM_370.034_VM.22.0090: ---------- [37.00.90.22 - 37.00.90.16] Q01097537 - Functionality addition: "MailboxClean" for third party applications Q01143802 - CCMIS: Voice portion of Phone and browser call not shown in RCC [37.00.89.22 - 37.00.89.16] Q01064489-01 - MMCC: Browser only agent text chat session missing Physical Line number in XML Q01085087-01 - TGS: MMCC Auto log out of Both agent on missed Call. Q01105802-01 - 3.7.BT-BCM-Multiple fax pages sent to internal fax machine BCM_370.026_VM.22.0088: ---------- [37.00.88.22 - 37.00.88.16] Q00873473-01 - TGS: realtime agent log out then in stats Q01063672-01 - RCC: Outgoing Daily stats on the Wallboard decrement when agent logs out Q01083209 - RCC will not upload call data from the BCM Q01083822-01 - Need to set GuidId for agent wrap on MMCC call Q01085273-01 - IPview, reports incorrect Q01085985 - ccmis: Call Scenario not appearing in XML Q01086088-01 - TGS: MMCC Transfer to CCR does not show as abandoned in realtime Q01087191 - TGS: Time to establish a connection is too long Q01095211-01 - MMCC: duplication of idle time Q01111545-02 - Voicemail message "Cannot continue" and "Exit" for all users Q01112179-01 - RCC won't download database from BCM Q00959892-03 - IMAP Error when using Outlook Express Q01032228 - Unified Messaging - Outgoing fax shows LD code Q01082108 - Calls from auto attendant to stn DN's x88x go to voicemail instead Q01097537 - Functionality addition: "MailboxClean" for third party applications Q01101627 - VM: Cannot send NonDNS VPIM messages to BCM 3.7 system Q01105802-01 - Multiple fax pages sent to internal fax machine Installation Recommendations: This patch should be applied to all new installs of BCM 3.7. 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. 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.