PRODUCT_LINE: BCM450 ============================================ TITLE ===== BCM450.R100.SU.Desktop-005.200912 ======================== Release: R1 Issue: N/A Category: GEN Superceded By: NONE Release Date: 20091214 Patch Conflict(s): N/A Special Instructions: YES Patch Version: N/A ======================== Software Update Name: BCM450.R100.SU.Desktop-005.200912 Applicable H/W Platforms: BCM450 Applicable S/W Platforms: 8.0.1.00, 8.0.1.05 Category: GEN Installation Recommendations: This update should be applied to all new installs of BCM450 Release 1.0. 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. The latest System Smart Update should be applied with this update. If the client applications provided in this SU are used, the new versions should be downloaded and installed after this Smart Update is applied. Components & Versions: activity-reporter-standard 2.0.4.1.19.2 callpilotdesktopmessaging 2.0.2.5.2 callpilotdesktopmessagingijsg 2.0.2.5.2 personal-call-manager 2.0.7 reportingforcontactcenter 2.6.409.0.61.5 Constituent Updates: ==================== New updates for this SU: ------------------------ BCM450.R100.RCC-79 * It has not been released as an 'atomic' patch Updates from previous SU: ------------------------- BCM450.R100.RCC-69 BCM450.R100.ACTIVITYREPORTERSTANDARD-67 BCM450.R100.RCC-26 BCM450.R100.CALLPILOTDESKTOPMESSAGING-19 BCM450.R100.RCC-12 BCM450.R100.SU.Desktop-001.200810 Dependencies: Required Updates: None Product Dependencies: Java 1.6.0 (included in RCC installation) Microsoft SQL Server 2005 (included in RCC installation) IIS 5, 6 or 7 (Not Included) Size: 583.46 MB Size of changed content since last Smart Update: 352MB System Impact: Time to apply approximately 10 minutes Does update application force reboot: No Over last Cumulative Smart Update: No Over default content: No Other Impacts: None Limitations: 1. CallPilot UM 5.0 client Delay in opening forwarding message window When the user forwards to a non CallPilot user, the forward window takes 1 minutes to appear. Q01967917-02 2. Outlook 2007 CallPilot UM 5.0 player window missing 'From' and 'To' When opening a message in Outlook 2007, the 'From' and 'To' fields are not visible without using the scroll buttons on those fields or resizing the window. Q01967921-02 3. PC locks if user close CallPilot Player windows before Outlook If the user closes Outlook before the CallPilot player, the PC locks up and the user must reboot. The workaround is to close the Player window before Outlook. Q01967924-02 4. Lotus Notes 8.0.1 client error "Shared Memory from a previous Notes/Domino run has been detected, this process will exit now" Workaround: Launch Desktop Messaging installer and follow the standard setup procedures. Launch Lotus Notes for first time, when Desktop Messaging integration takes place. Desktop Messaging pop-up message will appear asking you to close and restart Lotus Notes client, do not do this action for now. Lotus Notes client asks for user password - press "Cancel" button, but do not select exit in next window. Now press "OK" on Desktop Messaging pop-up message to start the integration process. Q01897544 5. The BCM Applications Unified Messaging web download page is not updated to state Lotus Notes 8.0.0 and 8.0.1 support. Q01970730 Update Removable: No RCC Client PC Installation Instructions: ---------------------------------------- It takes about 30 minutes to install RCC application on a client PC. IMPORTANT Please ensure you create a backup of your Reporting for Contact Center Database prior to upgrading to this build. For information on backing up the database please refer to the Troubleshooting guide - the specific required chapter is titled "Backup and Restore the RCC Database". For existing installations on client PCs: In Add/Remove Programs uninstall Reporting for Contact Center. DO NOT uninstall Java or SQL Server 2005 or any of its components. Run the Reporting for Contact Center install. For new installations on client PCs: DO NOT uninstall Java or MySQL. Run the Reporting for Contact Center install. IMPORTANT VISTA NOTE: When installing the Reporting for Contact Center package on Microsoft Windows Vista, please download the installation file to your machine before installation. When installing, you must use an account which belongs to the administrative user group. Log in as this user, right click the executable and select "Run as Administrator". This will ensure that the RCC application installs with all the appropriate permissions. Also note that RCC has dependencies on Microsoft IIS which has changed in Vista. Please reference the Reporting for Contact Center SUOG and ensure all the required optional components are installed and configured. Element Manager moved from Desktop SU to System SU: ----------------------------------------------- To remove circular dependencies, the Element Manager client has been moved from the Desktop SU to the System SU. Software Update BCM450.R100.RCC-79 Description: ----------------------------------------------- - RCC Troubleshooting guide, "Raising a Case: Information Gathering" update RCC Troubleshooting guide's "Raising a Case: Information Gathering" section was updated with the information on how and when to raise a case. Q02046752-01 - RCC Setup and Operation Guide requires handler mappings to be included The section about configuring the handler mappings within IIS was moved from Troubleshooting guide to Setup and Operation Guide. Q02053149-02 - RCC does not print scheduled reports on Sundays The issue was corrected within Print Caller service component of RCC to allow scheduled reports to print on any day including Sundays. Q02029309 - RCC reports fail to print on Windows 2003 operating systems Print Caller service was modified to stop refreshing the reports during printing as Windows 2003 operating system was forcing it to close abnormally. Q02050108 - RCC historical report (Agent Profile by Agent report) shows incorrect stats The reporting engine of RCC was modified to rectify the inaccurate times for CC Transactions Answered by Agent column in historical report called Agent Profile by Agent report. Q02035250-02 - RCC may fail to generate historical report called Activity Code by Skillset RCC Database was fine tuned to handle large volume of data which were affecting the historical report called Activity Code by Skillset. Q02038657-02 - RCC acquires high cpu during the download of Contact Center data RCC historical service was tuned to allow other applications to acquire CPU thus, prevent softBoards, wallboards and real-time screens from freezing. Q02008762-03 Software Update BCM450.R100.RCC-69 Description: ----------------------------------------------- - Activity Code by Skillset includes activities for non selected skillsets The reporting engine of RCC has been modified to filter out the activities which were not pegged against the skillsets selected during the report generation process. Q02016201-02 - RCC website does not display all activity codes during report generation RCC website has been amended to include all applicable activity codes that were pegged during the duration chosen for the activity report. Q02014916-02 - RCC should not cache the reports which fail to generate RCC reporting engine has been altered to stop caching the reports which were not successfully generated. Q02025228-01 - URL for third party components in documentation should point to the home page The documentation was amended to remove the full urls for third party components as they are subject to change. The documentation now points to the home page. Q02027592 Software Update BCM450.R100.ACTIVITYREPORTERSTANDARD-67 Description: ----------------------------------------------- - Incorrect call duration statistics in Activity Reporter output The reports for Activity Reporter are showing incorrect detail and call durations do not add up correctly on the reports. Q02028755 Software Update BCM450.R100.RCC-26 Description: ----------------------------------------------- - After change of computer name, problem with viewing RCC reports Documentation was updated to provide step by step guide on how to re-configure RCC on a machine whose name was changed after RCC was installed. Q01933857-01 - DBI failed to install database without rerunning DBI functionality to connect to the database was modified to try multiple times before raising the error. If it still can't communicate then it will come up with an option box with options to retry or quit the application. Q01969891 - RCC does not allow special strings in skillset name RCC historical service was modified to support characters like apostrophe (') in the skillset names. Q01967186 - Agent Profile Report fails for the duration of two days with too many agents and skillsets The reporting engine of RCC was modified to support large number of agents and skillsets and to be able to report on longer duration. Q01963131 - ReportVi ewer page not getting updated on Vista SP1 machines DBI and IVU were modified to install correct version of ReportViewer file even if reports deployment fails due to the enhanced security of Vista SP1. Q01979452-01 Software Update BCM450.R100.CALLPILOTDESKTOPMESSAGING-19 Description: --------------------------------------------------------------------- - Issues viewing messages in unified messaging When the user tries to pull voice message files, an error message "failure to download message from server" is shown. This update resolves the aforementioned problem. Q01917135-01 - New version of CallPilot 5.00.41.57 client The CallPilot 5.00.41.57 client includes the following changes: - Support for Lotus Notes 8.0.0 and 8.0.1. - Changing the inbox to which your CallPilot messages are delivered. The CallPilot messages can be delivered to either the separate CallPilot inbox or your e-mail inbox. - Using the Message Waiting Indicator taskbar application to get notification on new CallPilot messages when the email client is closed. Upon receiving a new message the CallPilot can open the email client to view the message. - Improved user interface changes. Q01939179-02 Software Update BCM450.R100.RCC-12 Description: ----------------------------------------------- - RCC database migration fails when upgraded from RCC 2.6.404 The database migration logic within RCC was modified to accommodate upgrade from previous versions (RCC 2.6.404 and earlier builds). Q01954091 Software Update BCM450.R100.RCC-4 Description: ----------------------------------------------- - RCC installation fails if PC has .NET framework which is not registered with IIS RCC installation process was modified to register .NET framework with IIS before installing RCC components on the user's machine. Q01906161-01 - RCC should work with multiple instances of MS SQL Server on same machine The installation process was modified to install a separate instance (RCCSQLEXPR) of SQL Server which gets used solely by RCC. RCC components were updated to point to this new instance of SQL Server. Q01730969-01 - Real time screen s do not refresh data after 5-7 minutes A time-out counter was introduced to avoid dead locks if real-time screens were unable to communicate with the RCC real-time server. Q01720627-02 - Cannot scroll real time report screens Number of rows which can be displayed at one time in real-time screens without requiring to scroll was increased from ten to fourteen. Q01725596-03 - RCC Website does not force the report generation to be after purged duration A check in RCC website is placed which makes sure a user can't select to view a report for the purged duration. Q01873211-01 - RCC logs do not maintain version Database Installer Utility was modified to log the version number in its logs. Q01925251-02 - MS Office 2003 Web component and SQL Server dependency check RCC installation was modified to check for the Microsoft Office 2003 Web Component version regardless of whether SQL Server is present or not and prompt the user to apply Microsoft updates incase of an out-of-date version to be able to co-reside with other instances of SQL Server on the same machine. Q01931453-01 Software Update BCM450.R100.SU.Desktop-001.200810 Description: -------------------------------------------------------------- - RCC Fails when Contact Center answers Target Line number higher than 500 RCC will fail to download data from the BCM if it is installed to report on a Contact Center installation programmed to answer a Target Line number that is higher than 500. The RCC Admin page will display "Invalid Data detected by the RCC Reporting Service". See 'RCC Client PC Installation' section for Instructions. Q01919759 - BCM Element Manager installation with upgrade option selected If a customer's PC already has BCM Element Manager or BCM50 Element Manager installed, and chooses to install Business Element Manager with upgrade function, the Windows registry entry for the older BCM Element Manager and BCM50 Element Manager will remain. This update fixes this issue, and ensures the older Element Manager registry entries are removed properly if the upgrade function is chosen during Business Element Manager installation. Q01810771-01 - PCM to include support for canonical form of the number in Austrian profile. With calls originating from Austria, PCM adds a local area code to the incoming number. When PCM compares this incoming number with its entry in the phone book, the number will not match and the name in the phonebook is not displayed. This update corrects that problem. Q01868069-01, Q01661243-03 This update includes the content of the following superseded Smart Updates: BCM450.R100.SU.Desktop-004.200909 Limitations: 1. CallPilot UM 5.0 client Delay in opening forwarding message window When the user forwards to a non CallPilot user, the forward window takes 1 minutes to appear. Q01967917-02 2. Outlook 2007 CallPilot UM 5.0 player window missing 'From' and 'To' When opening a message in Outlook 2007, the 'From' and 'To' fields are not visible without using the scroll buttons on those fields or resizing the window. Q01967921-02 3. PC locks if user close CallPilot Player windows before Outlook If the user closes Outlook before the CallPilot player, the PC locks up and the user must reboot. The workaround is to close the Player window before Outlook. Q01967924-02 4. Lotus Notes 8.0.1 client error "Shared Memory from a previous Notes/Domino run has been detected, this process will exit now" Workaround: Launch Desktop Messaging installer and follow the standard setup procedures. Launch Lotus Notes for first time, when Desktop Messaging integration takes place. Desktop Messaging pop-up message will appear asking you to close and restart Lotus Notes client, do not do this action for now. Lotus Notes client asks for user password - press "Cancel" button, but do not select exit in next window. Now press "OK" on Desktop Messaging pop-up message to start the integration process. Q01897544 5. The BCM Applications Unified Messaging web download page is not updated to state Lotus Notes 8.0.0 and 8.0.1 support. Q01970730