PRODUCT_LINE: BCM ============================================ Software Update Name: BCM370.201-CTI Applicable H/W Platforms: BCM200, BCM400, BCM1000, SRG200 1.0, SRG400 1.0 Applicable S/W Platforms: BCM 3.7, SRG 1.0 based on BCM 3.7 Category: GEN Installation Recommendations: This patch should be applied to all new installs of BCM 3.7 and SRG 1.0 based on BCM 3.7. Existing installations that currently have patches BCM370.163-CTI or BCM370.185-CTI installed should apply this patch as soon as possible to prevent potential outages. Other existing installations should apply this patch if they are experiencing any of the other issues that are corrected by those previous patches. 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: Voice CTI 37.00.14.1 Dependencies: Required patches - BCM370.161-UM3 or later version Product Dependencies - None Size: 1.4 MB System Impact: time to apply patch ~ 20 min Does patch application force reboot: yes Other - None Limitations: None Patch Removable: No Description: ----------- The following issues are addressed: 1. Possible System Lockup An issue was introduced in patch BCM370.163-CTI that can eventually cause a system lockup to occur. A possible symptom of this can be a failure to access the Unified Manager. This patch corrects this issue. Q01464062 This patch includes the content of the following superseded patches: BCM_370.185_CTI.01.370121 ------------------------- 1. Call Center out of service during and after BRU backup. During the BRU operation Voicemail application goes down for a minute and will come back to service. While Voicemail is shutting down, VoiceCTI relinquishes all the ports associated with Voicemail application. As there is a request to relinquish 32 ports one after the other, Voice CTI returns an error indicating that there are too many outstanding relinquish port requests pending already. Hence, not all the ports were relinquished properly when Voicemail shuts down. When Voicemail comes up after the BRU operation, VoiceCTI will not be able to allocate the ports that it was not able to relinquish correctly. This update corrects the problem by increasing the number of state machine so that 32 ports are relinquished properly. Q01421782 BCM_370.176_CTI.01.370111 ------------------------- 1. IVR service is not coming up after warm reset on the MSC. When warm reset is done, the IVR service goes down but the bim.exe stays up. This prevents the IVR service from starting again. This update corrects the problem by shutting down both IVR and bim.exe properly when warm reset is done. Q01297011 BCM_370.163_CTI.01.370101 ------------------------- 1. BCM is receiving both inband and out of band DTMF digits over VoIP into VM/AA Symptom is that when a VoIP call is received by BCM CallPilot across a network,the calling party receives a CCR menu as required, however on entering a digit to select the CCR tree, the CCR tree is not followed. This update corrects the problem by monitoring incoming VoIP trunk calls to ignore the inband DTMF digits based on the configuration setting on the Unified Manager. Q01314181 Further information related to Q01314181: BCM 3.6 - DTMF Tones not recognized by BCM call pilot. The following notes apply specifically to the change in DTMF handling for VoIP applications in response to the above SR. Background Typical CS2000 networks involve multiple Nortel and non-Nortel VoIP products at both the customer premises and carrier locations. These include BCM, CS1000, and Centrex IP Call Manager (CICM) as well as third party CPE gateways and the CS2K Passport Voice Gateway (PVG). For VoIP calls, each of these gateway devices uses call control signaling directly with the CS2000 Gateway Controller (GWC), while the media from each of these devices is connected directly between the two endpoints involved in a call. The GWC supports multiple protocols for signaling, including H.323 for communicating to devices such as BCM and CS1000. Each of these signaling protocols uses different methods for signaling mid-call DTMF. In H.323 networking configurations, BCM is designed to respond to incoming in-band DTMF tones (embedded in the media stream as audio) or an out-of-band H.245 DTMF message. When DTMF is received while the far end is connected to a BCM application such as Auto Attendant or Voicemail, the BCM application collects the digits and follows the appropriate actions in response. While the expected behavior is to only receive mid-call DTMF via one method or the other, in some CS2000 based networking scenarios the BCM will receive both methods simultaneously. Both of the DTMF messages are passed to the BCM application(s), causing unexpected, customer impacting behavior. This BCM software component release provides a method for controlling whether BCM will 'listen' for in-band DTMF. The ability to ignore the in-band DTMF will resolve some, but not all, of the interworking scenarios that can result in this duplicate DTMF reception. Supported scenarios The current H.323 VoIP behavior for BCM to/from BCM and BCM to/from CS1000 calls with or without a CS2000 gatekeeper uses only out-of-band H.245 based DTMF, with no in-band messages. Activating the 'Ignore In-band DTMF' functionality will have no effect on these calls. The Nortel PVG used in the CS2000 environment has the ability to squelch (remove)the in-band DTMF for a subset of endpoints on particular incoming TDM based connections. If networks are configured to use this squelching mechanism for BCM-destined calls, then activating the 'Ignore In-band DTMF' functionality will have no effect on these calls. (The configuration mechanism and network design implications for the PVG and CS2000 is beyond the scope of these BCM release notes). However, when the PVG is not configured to use the squelching mechanism for BCM-destined calls, the activation of the 'Ignore In-band DTMF' functionality will stop the duplicate in-band DTMF messages reaching the BCM applications, and the BCM applications will process the single DTMF message as expected. Unsupported scenarios The 'Ignore In-band DTMF' functionality will result in no in-band DTMF messages from H.323 trunks from reaching the BCM applications. Therefore, any network scenario to/from and endpoint that results in only in-band DTMF transmission to the BCM on an H.323 call will not work when this functionality is activated. Currently, this is the behavior for DTMF transmission to the BCM from certain third party VoIP gateways (such as the Mediatrix Gateway) and the Centrex IP Call Manager (CICM). Therefore, CS2K based networks that result in calls between these devices and BCM cannot rely on the 'Ignore In-band DTMF' functionality on the BCM to resolve the duplicate DTMF message scenario on BCM to/from PVG calls. Other endpoint devices supported by the CS2000 may also exhibit this behavior. If the BCM is expected to receive mid-call DTMF from these endpoints, the 'Ignore In-band DTMF' functionality cannot be active on the BCM. These scenarios can be supported using other methods. * As noted earlier, the CS2000 network can be configured to squelch the in-band DTMF between the PVG and BCM. A CS2000 network configured this way will result in only out-of band DTMF for BCM calls involving other BCM, CS1000, or PVG endpoints and only in-band DTMF for BCM call s involving Mediatrix and CICM endpoints. * Consideration is being given to a method of optionally modifying the GWC's profile for the BCM to block the sending of out-of-band DTMF. This scenario would result in only out-of band DTMF for BCM calls involving other BCM, CS1000 endpoints and only in-band DTMF for BCM calls involving Mediatrix, CICM, and PVG endpoints.Timing of the availability of this modified GWC behavior is still to be determined. Note that the reliability of in-band DTMF detection is a function of both the media stream codec and the network quality that carries the media. A G.711 based media stream will provide higher reliability of detection than a G.729 because of the compression/decompression process. The reliability is also greater on a well engineered IP network compared to one that suffers from both jitter and packet loss. The impact of jitter and packet loss is also greater when compression is used. 2. OPMN Reply to external number from external location: External caller leaves a message at mailbox. Mailbox setup with off premise message notification (OPMN) to an external number. Call is placed to an external number when new message is received. The user receives the call, logs into their mailbox and listens to the message. When pressing 9 to Reply to the caller the call is put on hold and a few seconds later the user hears: "The Routing information for this call is not valid" and replays the mailbox options. The External call goes through but after one ring the call drops and that's when the user hears the routing message above. This problem doesn't occur after the fix. Q01325674 BCM_370.118_CTI.01.37081 ------------------------ 1. CVM/CAA relies on the public received digit on the TL This update corrects a problem whereby calls on Target Lines using only Private Received Digits will not terminate on a Centralized Voice Mail system. If a customer programs only Private Received digits for the Target Line to be answered by Voice Mail for Centralized Voice Mail where the received digits having to match the Voice Mail DN, Voice Mail will answer the call with the centralized Auto-Attendant service instead of the Centralized Voice Mail service. This problem doesn't occur if the Public Received Digits are also programmed for that same Target Line. Q01295164 2. Q01236934 - Resolves a race condition, which causes a Voicemail port to become locked up when an external parked call times out and is transferring back to a voice port at the same time as the far end disconnects the call. Symptom is that Voicemail service is running, but Voicemail is not accessible. The Voice port can only be unlocked by a reboot or stopping/starting the Voicemail service. 3. Q01183844 - On start up, VoiceCTI takes 100% of CPU when trying to acquire a voice port. Symptom is a crippling slowdown of NT services. 4. Q00904674 Calls not forwarding to correct Mailboxes. Robustness added to handle delayed DN translation messages from the core. 5. Q01205932 Hunt Group stops ringing for external calls transferred from AA. Callers get hold tone throughout the call. 6. Q01207919 Provide the ability to supply music on hold for callers waiting in a Hunt Group queue after going through a CCR tree. The MOH is provided by the BCM internal system(BCMamp). BCM_370.064_CTI.01.37041 ----------------------- 1. Q01096293 Voicemail crashes in a complex call scenario involving an interaction between a set with ECAP or KIM forwarding to Voicemail while Voicemail is writing the CLID on the set display and the set is alerting because of Hunt Group call. 2. Q01137108 Incoming BRI call which is disconnected by the far during an AA or ACD greeting is not disconnected by Voice CTI and continues to be presented to CC agents until the CO times out, up to 30 sec. 3. Q01197815 Timing issue causes Voice CTI to crash resulting in the loss of IVR, VM and CC functionality. The issue can occur when the far end of a call connected to an application (VM or IVR)via a digital line disconnects at the same time as the application. 4. Q01125729 - BCM 3.7: Telefony Exception when call transfer from agent set the non-agent set. 5. Enhancement to allow the administrator to adjust the page volume on external speaker by supplying the volume gain in an ASCII flat file (D:\ST\voice.ini). The supplied file has a default gain volume of 4. The supplied voice.ini contains the default page speaker volume gain of 4. The gain value described in this section is applicable ONLY to PAGING to EXTERNAL SPEAKER. It is not applicable to set or to the set+speaker combination. Without this file, the default volume gain is internally set at 4. The value gain value is between -20 to 20. If the supplied gain value is not in this valid range, the system will use the default gain value of 4. To set this gain value a desired number, perform the following steps to replace the existing number with a valid (integral) gain value:- Access the BCM using the BCM Unified Manager. You would need the administrative password to finish this process. Select the 'Maintenance'. In the 'Maintenance & Support' screen, select 'Maintenance Tools'. Then select the 'Execute a command'. In the 'Execute a command', to set the Page Speaker volume to a specific number (use 6 in this example), at the'Command:' entry, type: Echo 6 > D:\ST\voice. ini In the 'Execute a command', to see (verify) the preset Page Speaker volume stored in the file'D:\ST\voice.ini'(was 6 in the above example), at the 'Command:' entry,type:Type D:\ST\voice.ini Note: In the above command lines, make sure the correct characters (symbols) were typed-in: '>' is the Right angle bracket symbol. ':' is the colon. '\' is the back slash symbol. Voice CTI would reread this value at each page to an external speaker. Thus, after installing this patch, the administrator could perform a successive test(replace the gain value then page to speaker) to get the desired gain level.Once found the desired setting, leave this file unchanged. You could now close the BCM Unified Manager windows.