PRODUCT_LINE: BCM450 ============================================ TITLE ===== BCM450.R500.SU.Desktop-001.201007 ======================== Release: R5 Issue: N/A Category: GEN Superceded By: NONE Release Date: 20100715 Patch Conflict(s): N/A Special Instructions: NO Patch Version: N/A ======================== Software Update Name: BCM450.R500.SU.Desktop-001.201007 Applicable H/W Platforms: BCM450 Applicable S/W Platforms: 9.0.1.00 through 9.0.1.XX Category: GEN Installation Recommendations: This update should be applied to all new installs of BCM450 R5.0. This update should be applied to BCM450 Release 5.0 systems that require Microsoft Windows 7 and Windows Server 2008 R2 support for BCM client applications. 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. Microsoft Windows 7 and Windows Server 2008 R2 support includes: Microsoft Windows 7 Enterprise, Ultimate, Professional 32-bit and 64-bit Microsoft Windows Server 2008 R2 64-bit Updated software for the Nortel VPN Client 10.04.016 for Windows 7 is available separately. For details see www.nortel.com, Support & Training, Software Downloads, Security & VPN, VPN Client. NCM 5.0 provides the support for Windows 7 & Windows Server 2008 R2. For details see www.nortel.com, Support & Training, Software Downloads, Network Management, Network Configuration Manager. Updated software for the IP Soft Phone 2050 version 4.0 will be needed for Windows 7 support on BCM. The following BCM450R5 clients are Windows 7 supported without applying this patch: End-User Clients: Nortel VPN Client (see above) BCM Amp SSH Client (PuTTY) Personal Call Manager Mailbox Manager (Browser application) Multimedia Contact Center Desktop Assistant Desktop Assistant Pro Desktop Assistant Pro Admin Edition CDR Toolkit, CDR Pull Client and CDR Livestream/CDR Client LAN CTE Toolkit, LAN CTE client/TAPI Service Provider ipView Softboard NCM and NCM Client Activity Reporter Standard In Touch Management Clients: BCM Web Page (Application Launcher) BCM Monitor CallPilot Manager Digital Mobility Service Tool Digital Mobility Controller BCM Element Manager Startup Profile Template Activity Reporter Basic The following BCM450R5 clients are Windows Server 2008 R2 supported without applying this patch: End-User Clients: BCM Amp SSH Client (PuTTY) Mailbox Manager (Browser application) Desktop Assistant Pro Admin Edition CDR Toolkit, CDR Pull Client and CDR Livestream/CDR Client LAN CTE Toolkit, LAN CTE client NCM and NCM Client Activity Reporter Standard Management Clients: BCM Web Page (Application Launcher) BCM Monitor CallPilot Manager BCM Element Manager Startup Profile Template Activity Reporter Basic The following BCM450R5 clients are Windows 7 supported with this patch: End-User Clients: BCM Call Pilot Unified Messaging Client Reporting for Contact Center The following BCM450R5 clients are Windows Server 2008 R2 supported with this patch: End-User Clients: Reporting for Contact Center 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: callpilotdesktopmessaging 5.0.41.97.22 callpilotdesktopmessagingijsg 5.0.41.97.22 lan-cte-client 7.4.1.08.A.46 reportingforcontactcenter 2.6.412.1.61.47 Constituent Updates: ==================== New updates for this SU: ------------------------ BCM450.R500.LAN-CTE-CLIENT-45* BCM450.R500.RCC-31* BCM450.R500.LAN-CTE-CLIENT-30* BCM450.R500.DESKTOPAPPS-20 BCM450.R500.RCC-8* * It has not been released as an 'atomic' patch Updates from previous SU: ------------------------- None Dependencies: Required Updates: BCM450.R500.SU.System-006.201007 or later Updates should be applied in the following order: BCM450.R500.SU.System-006.201007 BCM450.R500.SU.Desktop-001.201007 Product Dependencies: Java 1.6.0 (included in RCC installation) Microsoft SQL Server 2005 (included in RCC installation) IIS 5, 6 or 7 or above (Not Included) Size: 588.44 MB Size of changed content since last Smart Update: 295MB 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: BCM Web Page: IE7 is the default web browser on Windows 7 & Windows Server 2008 R2. When accessing the BCM web page with IE7, the user will see a security certificate error page stating: There is a problem with this website's security certificate. The security certificate presented by this website was not issued by a trusted certificate authority. The user can continue to the BCM web page with a secure connection by clicking: "Continue to this website". After continuing to the BCM web page, the user will continue to see a Certificate Error in the Security Report next to the address bar. BCM Applications web download pages are not updated to state Windows 7 & Windows Server 2008 R2 support for the various clients. CTE: The TAPI option is not supported on the 64-bit version of MS Windows 7 (x64). DAPro, DAPro AE: When DA Pro and DA Pro AE are both installed on a PC and one application is uninstalled, running the other application will cause the following error: 'File not found: VBCteApi.dll'. Workaround: Re-install the application presenting the error. BCM Web Page (Application Launcher): Recommendation is to use 32 Bit Java Virtual Machine (JVM) on 64 Bit Windows 7 and Windows Server 2008 R2 machine. Patch Removable: No Individual Client Release Notes: ================================================= CallPilot Unified Messaging: Supported Environments: ------------------------ This section contains supported environments for this desktop client version: Groupware types and versions, Operating Systems. Groupware Email Clients: ------------------------ Microsoft Outlook 2000 Microsoft Outlook 2002 (XP) Microsoft Outlook 2003 Microsoft Outlook 2007 Lotus Notes - 6.0 (Build 190) Lotus Notes - 6.5 (Build 191 to 199) Lotus Notes - 7.0 (Build 250 to 259) Lotus Notes - 8.5 GroupWise - 6.5 GroupWise - 7.0, 7.0.1 Internet Mail Clients: ---------------------- Microsoft Outlook Express - 6.0 Microsoft Outlook 2000 (Internet Mail Mode) Microsoft Outlook 2002 (XP) (Internet Mail Mode) Microsoft Outlook 2003 (Internet Mail Mode) Microsoft Outlook 2007 (Internet Mail Mode) Windows Vista Mail Thin Clients: ------------- Citrix MetaFrame XP on Windows 2000 Server / Windows 2003 Server (All Editions) Citrix MetaFrame Presentation Server 3.0 on Windows 2003 Server (All Editions) Client Operating Systems: ------------------------- Windows 2000 Professional Windows XP Professional Windows Vista Windows 7 Update Removable: No Reporting for Contact Center: 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 WINDOWS 7 NOTE: When installing the Reporting for Contact Center package on Microsoft Windows 7 & Windows Server 2008 R2, 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 Windows 7 & Windows Server 2008 R2. Please reference the Reporting for Contact Center SUOG and ensure all the required optional components are installed and configured. This note is also applicable for Windows Vista. 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.R500.LAN-CTE-CLIENT-45 Description: ---------------------------------------------------------- - TAPI Lines unavailable after network failure Once the computer goes to standby or network failure, TSP goes "Out of Service". This update will bring TSP "In Service" after network failure. Q02139081,Q02050514-03 Software Update BCM450.R500.RCC-31 Description: ----------------------------------------------- - RCC appears to loose connection with BCM The RCC historical service was updated to accept non-numeric characters defined in caller input rules within the BCM. Q02111205-07 - Activity Code by Agent report of RCC may fail to display any stats RCC may fail to generate Activity Code by Agent report for busy call centers if the report data is greater then the report buffer. RCC reporting engine was modified to support large volumes of data. Q02115427-03 - RCC is unable to download data when CLID contains apostrophe RCC historical service was updated to allow CLID containing apostrophes. Q02120192-07 - Running purge utility of RCC will clear activity codes from RCC database A bug from the purge utility was fixed which was deleting all the activity codes from RCC database. Q02121907-03 - RCC is unable to generate or print Activity code reports The reporting engine of RCC was enhanced to support databases containing large volumes of information about agents and activity codes. Q02118483-03 - RCC cannot run reports when installed on French operating systems The report selection web page of RCC website prevents users from viewing reports when RCC is installed on a French operating system. Q02125340-05 Software Update BCM450.R500.LAN-CTE-CLIENT-30 Description: ---------------------------------------------------------- - LAN CTE change of IP Address does not work in a multiple user environment. If a client user other than the administrator tries to change the IP Address of the BCM where the CTE application should register the change is only for that user and not global in scope. The installation executable now contains a script to change the registry key permissions thus preventing this condition. Q02109673 - LAN CTE with TSP is deregistered on BCM after a network outage is recovered. Whenever the network cable is unplugged in a Windows 7/ Vista environment LAN CTE also fails. Once the physical connection is recovered LAN CTE does not automatically reestablish the link. This fix allows the socket to recover gracefully once the connection is reestablished and restore service. Q02111730 - LAN CTE can not successfully perform a transfer of a call to Voicemail when connected to a system version previous to Release 5.0. Q02130161 Software Update BCM450.R500.DESKTOPAPPS-20 Description: ------------------------------------------------------- - Unable to find any address in address book When re-opening the Lotus notes client, and going to Callpilot download Address Book, it fails with the error message indicating: "Unable to find any entries in the address book". This update resolves the issue. Q02054268-01 - Unified Messaging freezing Outlook 2003 When Outlook 2003 is launched with Desktop Messaging 05.00.41.57 it causes Outlook 2003 to freeze and become unusable. This update resolves the issue. Also Windows 7 and Lotus Notes 8.5 support is added. Q02037867-02 - Inaccurate stats displayed in CallCenter reporting The reporting engine of RCC was modified to include correct number of transactions associated with each agent. Q02065414-01 - RCC setup and operation guide (SUOG) does not clearly indicate different .NET framework versions RCC document was updated to clearly indicate which version(s) of .NET framework must be uninstalled before installing the product. Q02080152-03 - Recommended PC specification for installing RCC RCC setup and operation guide was amended to included the recommendation about webhost PC for busy call centers. Q02074337-03 - RCC setup and operation guide (SUOG) requires IIS handler mappings to be included in index and TOC The index and table of contents were updated to contain links pointing to the handler mappings section. Q02060884-02 - Historical reports may generate symmetric key problem when a user tries to view a historical report of RCC, the Reporting Services may throw an error saying unable to decrypt the encryption key. Trouble shooting guide was updated to contain a step by step guide to resolve this issue. Q02064922-03 - During the contact center data download, IP View clients may freeze RCC's historical and wallboard driver services were modified to avoid writing to the database at the same time. This behaviour was blocking the wallboard driver from updating IP view clients. Q02100954-03 - RCC fails to install due to Microsoft Article http://support.microsoft.com/kb/96 Trouble shooting guide was updated to include steps for troubleshooting a failed installation of SQL Server 2005 during the installation of RCC product. Q02093039-03 - RCC2.6 - Compaibility with Windows 7 (x86 & x64) RCC's Print Caller Service was modified to work with both 32-bit and 64-bit platforms of Windows 7. Q02113163-02 Software Update BCM450.R500.008-RCC 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. Q02046752-03 - 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. Q02053149-03 - 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. Q02029309-03 - 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. Q02050108-02 - 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. Q02035250-03 - 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. Q02038657-03 - 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. Q02008762-04 - The version of RCC in the Software Inventory is wrong When looking at the version of RCC delivered with the BCM, the version shows 2.6.0.10-0 when it should show 2.6.408.x-0. With this new delivery the version will be matching the version of RCC (2.6.409). Q02082612