PRODUCT_LINE: BCM
============================================
Software Update Name: BCM370.226-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 37.01.10.22
CallCenter 37.01.10.16
Dependencies:
Required patches - BCM370.191-RCC or later version
Or BCM370.213-SU3 or later version
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_370.192_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_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