PRODUCT_LINE: BCM ============================================ TITLE ===== BCM370.252-RCC ======================== Release: 3.7 Issue: N/A Category: GEN Superceded By: NONE Release Date: 20080325 Patch Conflict(s): N/A Special Instructions: NO Patch Version: N/A ======================== Software Update Name: BCM370.252-RCC Applicable H/W Platforms: BCM1000, BCM400, BCM200 Applicable S/W Platforms: BCM 3.7 Category: GEN Installation Recommendations: This update should be applied to all new installs of BCM 3.7. Existing installations should have this update 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 358 Dependencies: Required updates - BCM370.237-UM3 Product Dependencies - Java 1.6.0 (included in RCC installation) MySQL 4.1.14 (included in RCC installation) Crystal Reports (included in RCC installation) IIS 5, 6 or 7 (Not Included) BCM 3.7 - Voicemail 37.01.06.22 Size: ~92 MB System Impact: time to apply ~ 10 min. The time to apply the update depends on network conditions, whatever time it takes to upload a ~92 MB file. Does update application force reboot: No Other impacts - N/A Limitations: None Update 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_370.143_RCC.61.209b Description: ----------- The following issues are addressed: 1. The Wallboard parameters table includes same abbreviation for id 12 & 13 For Wallboard parameters, "Number of Agents in Not Ready state" and "Number of Agents Logged In" had the same parameter labels. These were corrected to point to the right parameter. Q01644581 2. Not being able to print the reports with skillsets involved. When trying to view a report with skillsets involved, RCC website fails to display all skillsets. RCC engine and RCC printing service were upgraded to cope with this situation. Q01650549 3. Missing information about setting up contact center for the first time There was no information in the documentation or the initial popup connection help screen that no port number is required for certain contact centers. This information was added in the document. Q01665043 4. Realtime section of SUOG was out of date Re-write the Agent Detail section with snapshots and include also in the Glossary the Agent States and/or color of: Intercom => Light Grey, and MM Browser Call => Bright Green. Correct the following Agent State colors: All Calls Held => Pink, Supervisor Monitoring => Orange, Incoming Non-CC Call => Dark Green Q01674716 5. Missing information about ports used by contact center RCC Setup guide does not include port 8088 to be included as firewall exception list. This information was added in the document. Q01677717 6. RCC is Unable to monitor more than one site for real time displays Real Time Displays in a multi-RCC environment does not work. RCC website was enhanced to support multiple real-time displays from different webhosts at the same time. Q01678900 7. Reports timeout against huge database accumulated over a year RCC can fail to display reports for high-volume Contact Centers that have been running for over a year and have dat intheir databases for over 1 million calls. RCC database architecture was optimized to deal with huge amount of calls. Q01720229 8. Limitation on number of Client PCs viewing Real Time screens concurrently Provided the limit on the number of Client PCs, at 16, able to view all 4 Real Time screens concurrently with a 1 second refresh rate from a Web Host PC. Q01534300 9. Long term solution is required for RCC database performance RCC was lacking the feature to provide purging of databases for calls which are old and not required. This feature has been made available in this build. Q01724124 10. Realtime screen displays a maximum of ten skillsets Increased the number of skillsets viewable on the Agent Summary and Call Summary from 10 to 14 to match the previous version of RCC. Q01725596 11. XML errors are logged into separate files Whenever Invalid XML or Incomplete XML or any XML error occurs, RCC will acquire the actual erroneous XML in question through a separate log file. Q01350306-01 12. Documentation to allow IE 7 to configure popup blocker Troubleshooting steps added to allow Web Host PC IP Address, or "localhost", to view both Real Time screens and reports with popup blocker settings on. Q01558142 13. Monthly agent profile report gets timeout error Users can view Agent Profile Report for a month duration with large call center data by making RCC engine work with more skillsets simulataneuosly. Q01574857 14. Wallboards do not tolerate bad host names Wallboard Driver was updated to continue working even if not all the clients with soft-wallboard were running. Q01766387 15. Documentation regarding CCRS requires improvement Trouble-shooting guide was updated to include additional information on the following items: CCRS logs, Voicemail Patch procedure and CCRS Test page. Q01576785 16. CCRSTEST for RPT fails with NoCCData was added to the list of recognized errors in the Real Time screens. Q01594956 17. Real Time Stops working if call center is restarted RCC Real-time was improved to prevent failing when Call Center was shutdown and reconnect itself once server becomes available again. Q01530646-01 18. Inconsistencies between the ipView Softboard and Real Time screens Wallboard driver was updated to stop sending non-requested data to ipview Soft boards. Q01722290 19. German users can't modify report selection period The RCC website was enhanced to handle date formats in German language. Q01747184-01 20. RCC fails to download and install JRE on remote clients A bug was removed where remote clients were unable to download and install JRE from the webhost. Q01778623 21. RCC data download issues on US OS RCC could not download data from the BCM on the a US-locale version of Windows because of time and date format issues. Q01778945 This update includes the content of the following superseded updates: BCM370.238-RCC ---------------------- 1. RCC: RCC is not able to connect to the app server to obtain data Should a timeout occur in the data transfer between the Business Communications Manager and Reporting for Contact Center, RCC will restart the Real Time service automatically to prevent the Real Time screens from freezing. Q01512204 2. RCC: Increase Real Time Agent Detail applet size The Reporting for Contact Center Real Time screen size has been increased to match previous versions of Reporting for Contact Center. The maximum number of Agents that can now be viewed on this screen at once, without scrolling, is 14. Q01596283 3. CCC: CCRSAppServer config contains 'histrorical' spelling mistake Updated any screen shots of the App Server in the SUOG displaying this spelling mistake. Q01574957 4. RCC: RCC still requests data with invalid time parameters (negative time) In circumstances where the BCM date is moved backwards, negative requests can be made i.e. the request to date is before the request start date. This should no longer happen. Q01615954 5. RCC: Cannot download CC data from BCM since daylight saving time was changed When the clocks move forward, Reporting for Contact Center will request 3 hours of data; however the App Server will see the request as 4 hours. The download will halt. This should no longer happen. Q01593457 6. RCC: Vista - Build 2.4.356 did not successfully install on D: Drive When Windows Vista is installed on a non-standard C: drive partition hard coded values break the installation. The installation will use the correct target drive now. Q01634368 7. RCC - Vista - Must use "Run as Administrator" option to install RCC Reporting for Contact Center must be installed as an administrator. Windows Vista UAC prevents user accounts from running software unless they right-click the setup file and select "Run as Administrator". This information is now documented in the SUOG. Q01636137 8. RCC - IP View not populating via VPN connection If a laptop running an ipView Softboard, which had been configured by network name in the wallboard configuration page within RCC, was taken to another location and reconnected via VPN, RCC did not detect and use the new IP address associated with that network name. This has been corrected so that the new IP address is detected by RCC, and the ipView SoftBaord will populate as expected. Q01637288 BCM370.230-RCC ---------------------- 1. RCC: Answered and Abandoned CLID/DNIS reports - Time column incorrect format When generating an Answered or Abandoned CLID/DNIS report the Time to Answer or Time to Abandon fields would display seconds not hours:minutes:seconds. Q01538975 2. RCC: Agent Capacity Report Grouping Instances count higher than Skillset If a skillset containing multi-skillset agents becomes busy, then not busy, and then busy again within one second, grouping instances in the report will increase artificially. Q01571366 3. RCC: Vista Incoming call report printing error When printing directly to an Incoming Call report through the print button on the report generation page or through a Print Schedule certain report titles fields and headings are missing. Q01539245 4. RCC: Vista Aero & Java 5 not compatible The Java Runtime 5 is incompatible with Windows Vista an update to Java 6 is required. Q01539219 5. RCC: Vista Export Excel error The increased security in Windows Vista prevents the Crystal Reports ActiveX control from writing exported reports to the PC hard disk drive. This is overcome by adding RCC as a trusted site. Online help and user guides had been updated to help the user add RCC as a trusted site. Q01539188 6. RCC: Vista Real time screen problems with Java 6 The new release of Java 6 introduces a new behavior with regards to applets the submit button on the Real Time screens causes high CPU by constantly repainting itself. This is resolved by changing the repaint behavior within the applet. Q01545709 BCM_370.207_RCC.61.351 ------------- 1. RCC: Wallboard Alarms needs to check for positive numeric entries only When creating Wallboard Alarms, user input is not checked for negative and non-numerical characters. Q01497983 2. RCC: Document with detailed add up formulas Added a new document entitled "Quick Reference to Report Definitions and Formulas" that details the "Reports Explained" column definitions and formulas in a condensed Excel spreadsheet. Q01278666-01 3. RCC: GOS in RCC is misnomer, should be "Service Level" Nomenclature change "GOS" to "Service Level" in both Real Time screens and all applicable reports. Q01270436-01 4. RCC: RCC SUOG Summary Report Presented Call Direct and Indirect change. Minor corrections to the formulas and definitions in the Summary report for the "Reports Explained" and "Quick Reference" documents Q01495807 5. RCC: RCC checks XML against schema before processing RCC validates the XML from the BCM against the XML schema to check if it is properly structured. Any discrepancies found are silently logged. There is no impact to the user for this change. Q01239571-01 6. RCC: Unable to Access Reports on BCM 4.0 RCC PC Correction to some compatibility issues with date and time formats on a New Zealand English based Windows operating system. Q01496358 7. RCC: Ambiguity of name of RCC Troubleshooting Guide link with RCC User Guide, etc Desktop and Start Menu shortcut names have been updated to more accurately describe the document they link to. Shortcuts to the RCC documentation can now be found in the Start Menu as well as on the desktop. Q01469690 8. RCC: DB Fix Utility UI Changes Minor cosmetic enhancements to the Automatic Database Corruption Fix Utility. Q01278662-01 9. RCC scheduled monthly reports displaying an incorrect date range for February When printing a monthly scheduled report for February the date range would be Jan 29 2006 to Feb 28 2006 when it should be Feb 1 2006 to Feb 28 2006. Q01332361 10. RCC: Call DNIS report (Answered & Abandoned) Added a new report "Answered CLID/DNIS" that displays the CLID, DNIS and Skillset of Answered Call Center Calls. Modified "Abandoned Calling Line ID" report, now titled "Abandoned CLID/DNIS" report which reports on (as well as CLID) DNIS and Skillset. Q01282832-01 11. RCC: "Answered Call Transactions" do not match between different reports Report heading in the Call Average report is updated to say "CC Transactions" for greater consistency with all other call reports. Q01278669-01 12. RCC: Agent Capacity Report should specify a time slot when agents busy Modified Agent Capacity report which now shows each instance where the Skillset reached capacity, and also a new Grouping logic that indicates when the selected Skillset of the report reached capacity at the same time and for how long. Q00781357-01 13. DOCS: Agent on Customer site can somehow avoid calls. A documentation update detailing how Agents can extend their break time usage through prompted activity codes. It explains how break time in the reports can be longer than the value set in Call Pilot Manager. Q01279027 14. RCC reports not available for French users The Abandoned and Answered Calls report does not work for French or Canadian French users. This has been corrected. Q01455277 15. RCC: Excel Report Export (Data Only) can not get data due to cell merge New export to CSV functionality added to each report; once exported can be imported into various Office applications like Excel or Access where (depending on the author's skill level) the report can be customized or new formulas added. Q01182494-01 16. RCC: Call Audit Report - Cradle to Grave Report New Call Audit report, also know as the "Cradle to Grave" report, displays detailed information about a single call. Each step or "transaction" of a call is displayed along with the Media Type (PSTN or MMCC) start date and time and where the call is being handled at that stage e.g. waiting in the queue or answered by an agent. It will also show details of transferred and overflow calls. Q01287564-01 17. RCC: Split out Direct and Indirect in reports Presented calls are now broken out into Direct and Indirect stats for the Summary report. The "Total" presented calls is still displayed. Q01278672-01 18. RCC: DOC TGS TUX build 310 Client Java Install There is a new method of checking for the presence of the Java Runtime Environment on a client PC before users view the Real Time screens. This ensures they have the right dependency before they enter the real time screens. For the purposes of troubleshooting, the Java Runtime Environment version number is also displayed. Q01239579-02 19. RCC: Real Time connection status indicators A minor user interface update to the Green and Red connection status indicators creating consistency across all Real Time screens. Q01199980-01 20. RCC: Admin should appear all the time not just on the main menu A minor user interface change that persists the link to the "Admin" section of RCC through all pages, not just on the "Home" page for users with Administrator privileges. Q01075074-01 21. RCC: Add a list of selected agents to Agent Audit Reports The Agent Audit report now displays the agent names and number of agents selected in the report, rather than displaying the Skillset selected. Q00814341-01 22. RCC: Should be able to select agent directly in the agent audit reports A new agent selection screen allows quicker selection of Agents for the Agent Audit report. Now an Agent can be selected directly without having to select a Skillset first. Q00781340-01 23. RCC: Doc links for ERC goes to callus link The link to the Express Routing Code web page on Nortel's web site in the RCC documentation (SUOG, Reports Explained and Troubleshooting Guide) has been corrected. Q01473056 24. RCC: System Configuration Report is missing Wallboard and User config When generating a system configuration report the Wallboard Assignment and User Skillset Assignment was missing, this information is now present. Q01091361-01 BCM_370.191_RCC.61.344 ---------------------- 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 Call 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 ver y 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 Added new document Troubleshooting and Maintenance Guide to the RCC library this document should be consulted in the event a problem occurs with RCC. Q01186881 16. RCC: Report status window sizing issue When gener ating 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 BCM_370.181_RCC.61.212 ---------------------- The following issues are addressed: ----------------------------------- 1. RCC: Suppress In complete XML warning Incomplete XML warning message is now suppressed. You may find that after installing this patch an incomplete error message is still displayed (if one existed before the upgrade). Simply clear the message, you will not see any new warnings from the point of upgrade onwards. Q01438761-01 BCM_370.168_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 documen t. 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 BCM_370.145_RCC.61.211 ---------------------- 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 F AQ 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 R eport 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 th e 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_370.143_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 de fault. 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_ba ckup. 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 3 309) 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 e ncompasses their login period. Q01278656-01 BCM_370.090_RCC.61.207 ---------------------- New Features/Changes ---------------------------------- - No New Features The following issues are addressed: ---------------------------------- (RCC 2.3.207) 1. Q01238633 BCM3.7: Unable to run Agent Capacity Report for more than 1 month 2. Q01242522 BCM 400 3.7: RCC issues (RCC 2.3.206) 1. Q01156734 Error message should indicate s killsets should be assigned 2. Q01152160-01 RCC Build 50: Unable to run a Answered Call report for more than one month 3. Q01132085-01 CCMIS: Agent log out during call shows error in reports 4. Q01041849-02 TGS: Slight translation issues found on three languages 5. Q01084464 Upg: Default pwd and enable data stream not set when Upg from BCM 3.5 to BCM 3.7 6. Q01164463-02 Need to optimize RCC reports 7. Q01210692 Upgrade to BCM3.7 RCC Build 205 fails 8. Q01038335-03 TGS: Bullets for Admin menu say ?/SPAN> 9. Q01116576-02 RCC Print reports not working properly a4 issue 10. Q00897566 TGS: User with no Skillsets assigned has Print Schedule page typo 11. Q01161260 Agt Audit rpt displays info outside of the requested time period 12. Q01145323 BCM 3.6 RCC Daily Scheduled Reported Inaccuracies 13. Q01143322 wallboard do not reset to zero after midnight with agents logged in. 14. Q01041849-02 TGS: Slight translation issues found on three languages 15. Q01028950-01 BCM 400/3.6 IPView Clients are not receiving any data 16. Q01206504-01 TGS: Slight bug in the summary report vs call profile report stats per hour 17. Q01187413 BCM3.7 - Calls queueing for Skillsets 1,2,3 QT reduces if calls queue for SS4 18. Q01153054 MMCC agent should be logged out after auto logout or force off in RCC RT 19. Q01164074 RCC: A gent Activity Report By Skillset, not showing login info for certain scena 20. Q01017716-02 Automated detection and fix utility for corrupt databases 21. Q01234623 TGS: RCC Database download stops (RCC 2.3.205) 1. Q01156734 Error message should indicate skillsets should be assigned 2. Q01152160-01 RCC Build 50: Unable to run a Answered Call report for more than one month 3. Q01132085-01 CCMIS: Agt log out during call shows error in reports 4. Q01041849-02 TGS: Slight translation issues found on three languages 5. Q01084464 Upg: Default pwd and enable data stream not set when Upg from BCM_370.031_RCC.61.204 ---------------------- New Features/Changes ---------------------------------- - No New Features The following issues are addressed: ------------------- --------------- (RCC 2.3.204) 1. Q01067661 TGS:User Admin Rights with Language change 2. Q01139951 TGS: Upgrade to Java 1.5 (Java 5) results in timeout for Report Stream 3. Q01143950 TGS: Agent Summary Not Ready state not reporting correctly 4. Q01144076 MIS: Daily print schedule error (RCC 2.3.203) 1. Q01125545 Match BCM 3.7 xml Version. 2. Q01092601-02 Outgoing calls and VM calls not showing proper status in RCC 3. Q01123007 CP 100/150: Call Profile Report repeats second-last skillset label... 4. Q00880819-01 MMCC: RT Call Detail resets MMCC calls to 0 for the day each hour 5. Q01122383-01 TGS: RCC hammers the BCM if it gets invalid XML 6. Q01085154-01 BCM 3.6: Call Profile report doesn't show the skillset name 7. Q01087274-01 MMCC: No happy face for text chat in RT (RCC Fix) 8. Q01067661 TGS:User Admin Rights with Language change 9. Q01072188 TGS: Admin without wallboard access can assign wallboard access to another user 10. Q00897567 TGS: Grid disappeared for Favorite selection on Reports 11. Q01078407-01 Need to accommodate for change in RealTime xml Schema to get the OD from CC 12. Q01089662-01 RCC live data not updating after BCM reboot 13. Q01125326-02 BCM 3.6 RCC Script time out for certain reports