PRODUCT_LINE: BCM ============================================ TITLE ===== BCM.R400.SU.Desktop.015-200910 ======================== Release: 4.0 Issue: N/A Category: GEN Superceded By: NONE Release Date: 20091013 Patch Conflict(s): N/A Special Instructions: YES Patch Version: N/A ======================== Software Update Name: BCM.R400.SU.Desktop.015-200910 Applicable H/W Platforms: BCM200, BCM400, BCM1000 Applicable S/W Platforms: BCM 4.0 Category: GEN Installation Recommendations: This update should be applied to all new installs of BCM 4.0. 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: BCM_MONITOR 42.2.4.27 callpilotdesktopmessaging 5.00.41.57 callpilotdesktopmessagingijsg 5.00.41.57 da-pro 40.1.1.42 da-pro-ae 40.1.1.42 digitalmobility-oam 41.1.3.5.60.111 ipview 41.2.3.0.0.62 lan-cte-client 7.11.09.10 MMCC 41.2.06.28 personal-call-manager 1.3.0.3 rcc 2.45.101 webpage 41.10.80.115 Constituent Updates: ==================== New updates for this SU: ------------------------ BCM.R400.297-RCC* BCM.R400.295-PCM* * It has not been released as an 'atomic' patch Updates from previous SU: ------------------------- BCM.R400.255-PCM BCM.R400.253-SET-TEMPLATE BCM.R400.252-DESKTOPMESSAGING BCM.R400.245-WEBPAGE BCM.R400.244-RCC BCM.R400.235-VOICEMAIL BCM.R400.231-CTE BCM.R400.217-CoreUploadProvider BCM.R400.214-RCC BCM.R400.199-VOICEMAIL BCM.R400.198-OAM BCM.R400.161-CDR BCM.R400.159-VOICEMAIL BCM.R400.157-RCC BCM.R400.150-GAP BCM.R400.145-VISTA BCM.R400.137-APPP BCM.R400.136-VISTA BCM.R400.127-CDR BCM.R400.099-CDR BCM.R400.098-RCC BCM.R400-078-CTE BCM.R400.067-RCC BCM.R400.066-CDR BCM.R400.061-OAM BCM.R400.051-PCM BCM.R400.045-RCC BCM.R400.041-DesktopMessaging BCM.R400.037-RCC BCM.R400.036-ElementManager BCM040.025-CTE-CTI Dependencies: Required Updates: BCM.R400.SU.System.024-200910 or later Updates should be applied in the order below: - BCM.R400.SU.System.024-200910 - BCM.R400.SU.Desktop.015-200910 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 4.0 - Voicemail 41.02.62.22 Size: 590.93 MB Size of changed content since last Smart Update: 369MB 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: This update has no effect on the operation of the BCM 4.0 main unit software. This patch updates the client applications, including the Unified Messaging client application file that is stored on the BCM 4.0 hard drive and which may be subsequently downloaded from the BCM 4.0 to a PC. All email clients on client systems must be shut down while installing the new client and be re-started once the installation completes. The wallboarddriver.exe reads the configuration from the database and tries to resolve all of the host names & IP addresses, one after the other to establish which devices are present and which are not. There will be a delay before the devices that are present are populated. After a restart of the RCC web host PC, wallboards will be delayed during this 'learning phase' for approximately 2 to 3 seconds per non-present softboard. Subsequent to this 'learning phase' the list of non-present devices is re-checked periodically to detect whether any of the wallboards have recently been re-connected. Each of these is executed in a distinct Windows thread to prevent the main thread of the application from experiencing any delay. Despite this marshalling of the code into the approved scheme of Windows multi-threading the delay is affecting the application, not that thread. The owner application of the thread is affected as well as the thread. Where larger numbers of wallboards are configured however are not responding on the network, this will result in: 1) Larger initial delay before wallboard and real time displays will be updated, after an RCC reboot. 2) Possible ongoing delays to connected wallboards and real time displays. Code has been enhanced to minimize delays, however due to underlying architecture where large number of wallboards are configured and not responding, delays beyond the initial learning phase may be observed. It is recommended to minimize number of wallboards configured that do not respond, and to periodically review the wallboard configuration so that any wallboards no longer used are removed from RCC configuration. Update Removable: No Installation Instructions: -------------------------- 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. 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 Contact 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 Contact 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 existing installations of ipView Software Wallboard on client PCs: In Add/Remove Programs, uninstall ipView SoftBoard. DO NOT uninstall RCC, Java or MySQL. Run the ipView SoftBoard install. For new installations of ipView Software Wallboard on client PCs: DO NOT uninstall RCC, Java or MySQL. Run the ipView SoftBoa rd install. If the ipView SoftBoard is the only instance of this software running on a PC, use the default Port number of 3500. If there is more than one instance of the ipView SoftBoard running on a single PC, increment the Port number for each installation of ipView SoftBoard on that PC. That is, use 3500, 3501, 3502, etc. Remember to configure the correct Port numbers in the Reporting for Contact Center Wallboard Configuration web pages. 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. - 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 Software Update BCM.R400.297-RCC Description: --------------------------------------------- - Unable to view historical reports with .NET framework 3.5 SP1 installed This new version of RCC was created to resolve the incompatibilities between the Crystal Reports and .NET framework 3.5 SP1. Crystal reports was replaced by Microsoft Reporting Services. Q02004879 - 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 - 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. Q02029309-01 - RCC historical report (Agent Profile by Agent report) shows incorrect stats The reporting engine of RCC was modified to rectify t he inaccurate times for CC Transactions Answered by Agent column in historical report called Agent Profile by Agent report. Q02035250-01 - 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. Q02038657-01 - RCC server getting "Server Busy" when pulling reports The problem was corrected by upgrading the RCC server to version 2.45, which does not have this issue. Q02000917 - RCC Real time reports intermittently stops populating data The problem was corrected by upgrading the RCC server to version 2.45, which does not have this issue. Q01978321 RCC 2.5.459 ----------- - Problem with viewing RCC reports after the computer name is changed 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. Q01933857-04 - DBI fails 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. Q01969891-02 - RCC does not allow special strings in skillset name RCC historical service was modified to support characters like apostrophe (') in the skillset names. Q01967186-02 - 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. Q01963131-02 - Repo rtViewer 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. Q01979452-02 - RCC database migration fails when upgraded from RCC 2.5.456 The database migration logic within RCC was modified to accommodate upgrade from previous versions (RCC 2.5.456 and earlier builds). Q01954091-03 - 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. Q01906161-02 - 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. Q01730969-02 - Real time screens 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. Q01720627-04 - 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. Q01873211-04 - 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. Q01931453-04 Software Update BCM.R400.295-PCM Description: --------------------------------------------- - When the call is transferred PCM display is showing U&mlegen instead of Umlegen for the German market. Q01872493-01 Software Update BCM.R400.270-RCC Description: --------------------------------------------- - PrintCaller service keeps pegging the CPU which slows the machine down The mechanism for writing logs inside the PrintCaller was modified to support log files having large size. Q01977713 - RCC may not run reports reliably for large database The historical service was modified to stop duplicate entries being written into the database which will reduce the overall size of the database. Q01976803 Software Update BCM.R400.255-PCM Description: --------------------------------------------- - 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. Q01868069-02, Q01661243-01 Software Update BCM.R400.253-SET-TEMPLATE Description: ---------------------------------------------------- - Add facility for Scheduled Reboot Provide the user with the means to schedule a reboot. In the Business Element Manager, a reboot screen has been added in the Administration tab under the Utilities Panel. Q01812428 - Add facility for BCM Set Template to provide the administrator with the ability to set telephony parameters in a bulk fashion. Q01911855-01 - Add facility to provide administrator with automated Line and Set parameter renumbering capability. Q01911855-01 - Add new user account privilege, Set Programming. Q01911855-01 - Unable to back up BCM using NCM application After modification of how routing information is displayed in the Element Manager, one cannot back up the BCM configuration data using the NCM application. Q01949807 - After applying patch BCM.R400.223-OAM, Element Manager moves the Normal Route and Absorbed Length fields to the Destination Code schedules area. This fix reverses the move and puts these fields back alongside the Destination Code. Q01949807 Software Update BCM.R400.252-DESKTOPMESSAGING 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 - Unified Messaging stops Timberline accounting software functionality Resolves the issue causing Timberline accounting software not to work properly. Q01466500 - Cannot Forward Text Message via Unified Messaging The issue is fixed to forward text only e-mail messages to a CallPilot address. Q01314465 - Errors when installing Unified Messaging for Lotus Notes Support added for Lotus Domino 6.5.5. Q01544771 - Unified Messaging GroupWise Caching mode Added CallPilot Desktop messaging support for GroupWise caching mode. Q01082616 - Unable to locate nnotes.dll when installing UM 4.0 for Lotus Secondary checking of the location of Notes 7.0 in registry was added. Q01400579 - Fax & Desktop Mail not populating in inbox when using MAPI/SMTP When a voicemail message is left, the Message ICON in the system tray shows a new message, but the CallPilot Message Store Inbox DOES NOT show the new message when the account is setup as MAPI/SMTP. Q01473165 - Win2000 Outlook XP received text attachment not displayed When sending a message with CallPilot message with text file attachment, the receiver of the message sees only the first letter of the text file in the message window. Q01622276 - VM: Auto-fill recipient for reply using Outlook XP gives error When replying to a message, using Outlook XP MAPI, pressing the Send button gives a warning "The Message must have at least one recipient before it can be sent or saved or unsent" even though there is a recipient. Q01683706 - Can't print in MS Office with Nortel Fax on Vista 64bit w/o Reboot The Compose Fax window failed to open for user to send to the fax machine. Q01728606 Software Update BCM.R400.245-WEBPAGE Description: ---------------------------------------------------- - Unable to retrieve Logs via BCM webpage Fix allows logs to be retrieved from the BCM webpage. Q01935486 Software Update BCM.R400.244-RCC Description: --------------------------------------------- - Documentation on how to use the Purge Utility from the RCC website A new section was added in the Reporting for Contact Center Setup and Operations User Guide describing how to use the Purge Utility to purge the old data. Q01777990 - Documentation update to reflect how real-time screens show agent states Documentation was updated to describe the logic about the timers which are used to display the agent states duration within real-time screens and how to determine the next available agent to receive the call. Q01815945 - Upgrade existing version of MySQL (4.1.14) in RCC as it is susceptible to corruption The database (MySQL) used by RCC was upgraded to a new version 4.1.24 which contains a fix for the database corruption problems. Q01928233 - Wallboard Driver does not resolve the wallboards and ipview softboards entirely Wallboard driver was modified to check if wallboards / ipview softboards are available before sending a message. Q01909157 - RCC Logs do not contain the version number of RCC Installation was modified to write a new file called "RCC_Info.log" inside the RCC Logs directory which will contain the version number for RCC. Q01925251-01 Software Update BCM.R400.235-VOICEMAIL Description: ---------------------------------------------------- - The voicemail application crashes when the CCR tree transfer node has been configured to use an Outdial method as Route for an internal DN. When the CCR tree transfer node has been configured to use an Outdial method as Route for an internal DN, the voicemail application generates an event to handle this scenario but the event generated is not defined in the code. This update corrects the problem by defining the system event for this problem scenario. Q01918177 - VPIM message fails to get delivered to VPIM mail boxes When a VPIM message is sent, the notification MWI is turned 'ON' on the target DN, but when the user checks the voice mail, gets a dead air message. User on the sender side gets a voice mail indicating that the CC messages could not be delivered due to a network issue. This issue is caused by structure having garbage data due to alignment requirements. This update resolves the issue by implementing comparison of structures using conditional operators. Q01901863 Software Update BCM.R400.231-CTE Description: ---------------------------------------------------- - Unable to hold and join the call with TSP The TSP has a connected inactive call reference when an Auto Privacy OFF feature is being used to make a conference call. This update corrects the problem by having a condition in the code where the bridged shared lines are used. Q01880534 Software Update BCM.R400.222-VOICEMAIL Description: ---------------------------------------------------- - CallCenter calls get stuck in queue When all agents are busy, calls in the queue are not transferred in the correct order. The older calls get stuck, but the newer calls get routed to the agents as they become available. The issue is due to the uninitialized value in the call priority variable. This update resolves the issue by initializing the value of the call priority variable as zero. Q01900120 Software Update BCM.R400.217-CoreUploadProvider Description: ------------------------------------------------------------ - Element Manager does not allow user to download core image to the MSC card This update allows to download core image to the MSC card and displays a "proceed anyways" warning message on Element Manager when the user tries to download a BCM 4.0 core onto an MSC card with a load older than N - 2. Q01827695 Software Update BCM.R400.214-RCC Description: --------------------------------------------- - Data missing if RCC PC is switched off/RCCLauncher stopped RCC was unable to download calls which were originated when either RCC machine was off or RCCLauncher service was stopped. RCC historical component was modified to remove this bug. Q01883624 - Slow to update configured wallboards when few of the wallboards do not exist In RCC, Wallboard driver has been modified to be able to detect any un-configured or non-existing wallboards. This makes sure that correctly configured wallboards are updated on the regular basis and in a timely fashion. Q01788640 Software Update BCM.R400.199-VOICEMAIL Description: --------------------------------------------------- - Voicemail crashes with event error codes 10002 and 10230 Two agents are on two different calls. One of them transfers their call to the other agent. Now the agent who has two calls holds one of them, disconnects the other and invokes F906 (supervisor help), which leads to a voicemail crash. This update resolves the issue by checking for this particular scenario and display a message on the set. Q01848085 - Auto Park & Page feature does not work when customers call in. The customer is not able to connect to any of the departments using Auto Park & Page feature. During system boot up, the Auto Park & Page feature from Call Pilot Manager was not getting registered, resulting in the user getting the response "inactive feature" when invoking Auto Park & Page. This update resolves the issue by increasing retry attempts in registration of the Auto Park & Page feature with the voicemail application. Q01833389 Software Update BCM.R400.198-OAM Description: --------------------------------------------- - Remote Scope Read Only At the Configuration -> Data Services-> DHCP Server -> Subnets -> Add button, the "Subnet Mask" field was Read Only. Q01868897 - Help link is wrong for 'ignore in-band DTMF in RTP' At the Configuration -> Resources -> Telephony Resources -> IP Trunk Setting, when hovering over the "Ignore in-band DTMF in RTP" option, the help text was displayed with the wrong messaging. The message is corrected. Q01831506 - EM Version inconsistency Different EM releases follow different version naming rules such that an EM version from one release is not comparable with the version number of another release, even though the frameworks are the same. To resolve the issue, a new version naming is defined and is being applied for all releases such that the EM version for different releases become comparable. Consequently, the Help screen is updated to show the EM version. Q01814447 Software Update BCM.R400.161-CDR Description: --------------------------------------------- - CDR reports the CLID for incoming calls Intermittently due to active registration of CLID by the other software or equipment. This Patch resolves the issue of recording CLID Intermittently by changing the CDR design to support both active and Passive registration of CLID. Q01738969 Software Update BCM.R400.159-VOICEMAIL Description: --------------------------------------------------- - High CPU spikes If a Desktop Messaging client is configured for Auto Send/Receive, and a new fax or voice message is delivered to that client's mailbox, resulting in more than 500 messages in that mailbox, CPU usage spikes to 100%. This update will resolve the problem. Q01762747 Software Update BCM.R400.157-RCC Description: --------------------------------------------- - 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 - 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 - 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 - 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 - 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 - 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 - Reports timeout against huge database accumulated over a year RCC fails to display reports for call center having calls over one year or one million. RCC database architecture was optimized to deal with huge amount of calls. Q01720229 - Limitation on no. 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 - 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 - 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 - 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 - 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 - Monthly agent profile report timing out giving 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 simultaneously. Q01574857 - 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 - 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 - CCRSTEST for RPT fails with NoCCData was added to the list of recognized errors in the Real Time Q01594956 - Real Time Stops working if call center is restarted RCC Real-time was improved to handle events like Call Center shutdown and recover itself once server is available. Q01530646-01 - The IP view inconsistencies with real time Wallboard driver was updated to stop sending non-requested data to ipview Soft boards. Q01722290 - German users can't modify report selection period RCC website was enhanced to tackle with date formats in German language. Q01747184-01 - 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 - RCC Contact Center Connection page wont let download data on US OS RCC website had few problems with different dates format which were rectified. Q01778945 Software Update BCM.R400.150-GAP Description: --------------------------------------------- - IP Set type 1110 support in Element Manager Q01764255-01 - Issue with Element Manager installed on a French-enabled PC When starting the EM installed on a French-enabled PC (regional settings set to French Canada or any other French language region), some incorrect text is displayed ("Panneau de navigation d???l??ment"). This update ensures that French text will be properly presented in the EM. Q01535611 - Button mapping is incorrect for M7310 graphical representation When programming buttons on an M7310 set with the Element Manager, the buttons were incorrectly numbered. The button #11 was missing and there was a non-functional button numbered 35. This update adds button #11 and deletes button #35. Q01725188 Software Update BCM.R400.145-VISTA Description: ----------------------------------------------- - Microsoft Vista support for Digital Mobility Controller Microsoft Vista support for Digital Mobility Controller has been added in version number 1.03 which is shown when installing the application. - Run-time error '75' Path File access error (Desktop Assistant Pro & Admin Edition) The issue with directory access on MS Vista is fixed. Q01655616 - Cannot use comdlg32.ocx. (Desktop Assistant Pro & Admin Edition) The dependency is now addressed as part of the application installation. Q01653511 - Web Page support for Digital Mobility Controller installer executable name change. The Digital Mobility Controller ins taller executable was updated with a new name. The WebPage download link required changes to download the file. Q01572183 - ipView SoftBoard is now Microsoft Vista compliant. The old format .hlp help files have been replaced with .chm help files, because Microsoft Vista no longer supports the .hlp file format for help. - BCM Vista IP View configuration cannot be modified On some Vista installations the Vista Shadow Volume Copy prevented ipView from writing to its configuration files. This has been corrected. Q01764130 Software Update BCM.R400.137-APPP Description: ---------------------------------------------- - Advanced Paging Productivity Pack (APPP) The APPP provides the following four capabilities One button page - an extension of the existing one button park and page. This feature will perform a page when a pre-programmed feature key is pressed even if no active call is present at the set. An example would be "Cashier in Aisle 1 needs change"). One button Text Message - Allows a text message to be sent (and acknowledged) to a fixed or wireless (Dect or Spectralink) phone. An example would be "Angry customer at Aisle 1"). Customer Assistance Box - This feature allows a retail end customer to walk up to a customer assistance device in a store and press a large "Please help" button. The system will then perform a periodic page such as "Customer in electronics requires help". When a sales assistant arrives he/she presses a different button to cancel any further pages. The assistance request and the required time to answer the page is recorded in a CSV file for later reporting by a custom CDR application. Scheduled Paging - system will provide a scheduled specific page (e.g. "the store is about to close"). Administration of the above is performed via Element Manager or NCM. All four features are enabled by a single binary third party keycode. Software Update BCM.R400.136-VISTA Description: ----------------------------------------------- The Element Manager version is the same across the BCM50 R2, BCM50 R1, BCM 4.0 Vista patches. The Element Manager with Vista support can be downloaded from one release and be used with any other BCM release because the Element Manager will download the BCM specific cartridge when connecting to the BCM. The Element Manager version is backwards compatible with BCMs that do not have Vista Patches applied - Microsoft Vista support. This release includes an update to allow the Element Manager to install and run on supported versions of Microsoft Vista OS. Vista OS support is in addition to existing OS support. Q01516674 - EM: i1230: error ' View Spec and Data MoF' when go to button programming When DA Pro is being used while modifying Configuration > Sets > Active sets > For i1230 set Capabilities and Preferences > Button programming caused an error. Q01716478 - EM: Refresh does not update EM screen for IP Trks and displays blank While navigating various menus from Active Sets to IP trunks, refresh does not update the EM screen for IP Trunks and is blank. Q01716456 - Dialog Box doesn't close In the Service Manager table and using the "Stop" Button or "Restart" Button, an opened dialog box can not be closed by using the cross mark on its top-right corner. Q01691373 Software Update BCM.R400.127-CDR Description: --------------------------------------------- - CDR live client cannot connect to BCM if LAN1 IP address is changed to 192.168.254.x This Patch resolves the issue of CDR live client connecting to the different IP addresses Q01682090 Q01586134 - Incorrect time display in CDRPullClient which displays transfer time as "24:10" instead of 12:10pm. This patch resolves the improper display of transfer time in CDR pull client. Q01686295-02 Software Update BCM.R400.099-CDR Description: --------------------------------------------- - CDR shows incorrect call duration for some calls. This patch resolves incorrect call durations in CDR records for both Norstar and SL-1 report formats. Q01511761-02 Q01646099 Software Update BCM.R400.098-RCC Description: --------------------------------------------- - 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 - 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 - CCC: CCRSAppServer config contains 'histrorical' spelling mistake Updated any screen shots of the App Server in the SUOG displaying this spelling mistake. Q01574957 - 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 - 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 - 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 - 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 - 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 Software Update BCM.R400-078-CTE Description: --------------------------------------------- - VoIP Lines not monitored; do not present call info to console.net LAN CTE appears not to be monitoring all of the VoIP trunks. Trunks that are not being monitored are also not being presented. This update corrects this issue. Q01588113, Q01502372-01 - CTE - TransmitDigits API Correction When the CTE API TransmitDigits is used to send a string of more than 1 digit, it returns a SUCCESS immediately after dispatching the first digit in the string. Since any of the subsequent digit transmission could result in a failure, ideally the API should return SUCCESS only after transmitting the entire string of digits. This update corrects this issue. Q01449385-01 - Client Installer removes old versions of LAN CTE files that conflict with new versions. Q01404399 - System events not being processed by system event handler. Q01408365 - Application shutdown can cause a crash during cleanup. Q01404466 - Translation of accelerator keys in Windows message loop. Q01403876 Software Update BCM.R400.067-RCC Description: --------------------------------------------- - 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 - 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 - 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 - RCC: Vista Aero & Java 5 not compatible The Java Runtime 5 is incompatible with Windows Vista an update to Java 6 is required. Q01539219 - 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 - 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 Software Update BCM.R400.066-CDR Description: --------------------------------------------- - CDR Pull Client will only work to default destination folder. This patch resolves the issue of installing CDR Client in different paths and different drives on a Client system. Q01529733-02 Software Update BCM.R400.061-OAM Description: --------------------------------------------- - Line Tuning For BCM 4.0 This update introduces the line tuning feature for the BCM 4.0 product. Q01475421 - Feature Enhancement for BRI EURO Protocol to work in both S-T and T-T user mode. Q01296708-05 - After upgrade to BCM4.0 WAN PPP link does not come up. The problem is due to no option provided to configure NONE Authentication. This patch corrects the problem adding the NONE option to Element Manger. Q01500035 & Q01531731 Software Update BCM.R400.051-PCM Description: --------------------------------------------- - PCM screen pop-up shows incorrect Calling Line ID The CLID which appears in the PCM window is not in the correct format for Australia. It appears that PCM is adding +371 on the CLID of the incoming call. This update corrects the problem found. Q01527333 Software Update BCM.R400.045-RCC Description: --------------------------------------------- - 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 - 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 - 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 - 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 - 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 - 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 - 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 - RCC: DB Fix Utility UI Changes Minor cosmetic enhancements to the Automatic Database Corruption Fix Utility. Q01278662-01 - 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 - RCC: Call DNIS report (Answered & Abandoned) Added a new report "Answered CLID/DNIS" that displays the CLID, DNIS and Skillset of Answered Contact 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 - 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 - 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 - 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 - 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 - 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 - 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 - 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 - 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 - 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 - 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 - 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 - 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 - 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 - 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 Software Update BCM.R400.041-DesktopMessaging Description: ---------------------------------------------------------- - Unified Messaging 2.5 with Groupwise 7.0 support for BCM 4.0 Added support for Lotus Notes 7.0 and GroupWise 7.0 which was not available in the Unified Messaging 2.5 client. Q01469252 Software Update BCM.R400.037-RCC Description: --------------------------------------------- - 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 - 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 - 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 - 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 - 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 - RCC: Historical report issues Agent Average Report by Agent, when viewed on screen and printed, truncates Average Outgoing Call Time column. Q01442363-01 - 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 - 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 Contact 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 - RCC: Agent Average Report By Agent and Agent Activity Report by Skillset do not generate and return "timeout error" For very 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 - 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 - 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 - 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 - 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 - 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 - 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 - RCC: Report status window sizing issue When generating 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 - 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 - 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 - 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 - 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 - 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 - 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 document. Q01404052 - RCC download status window The down load status window was not resizing when different languages were used, encompassing longer words. Q01353335-01 - 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 - 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 - 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 RCC Call profile report graph column headers On the call profile report there are column headers over the graph which are not needed. Q01353055-01 Software Update BCM.R400.036-ElementManager Description: -------------------------------------------------------- - Element Manager Freeze After a restore operation, Element Manager can freeze with a small dialog box visible that cannot be closed. To close the Element Manager application, the End Task button must be used from the Windows Task Manager. Q01396834-01 - After a restore operation, the user is unable to select the configuration tab. After a restore operation, if the user selects the Configuration tab, the screen navigation tree does not update to allow the user to select configuration screens. Element Manager must be shut down and restarted to resume normal operation. Q01396834-01 - Ignore in-band DTMF in RTP On the "IP Trunk Settings" tab in the Element Manager there will appear a new option "Ignore in-band DTMF in RTP". When enabled, this will cause the Voice CTI applications (including Voice Mail applications, IVR and Call Center) to ignore any in-band tones received over a VoIP trunk call that are encoded in the RTP. This setting should be enabled when the far end is a Call Server 2000 (CS2K) and Packet Voice Gateway (PVG) combination, where the PVG is provisioned for OOBDTMFSupp=FullSupport, resulting in the PVG + CS2K sending out of band, as well as in-band, DTMF tones at the same time to the BCM. The PVG MAY not send both tone notifications depending on whether the call is using G711 and depending on what the SN0 version is. Q01376707-01 Software Update BCM040.025-CTE-CTI Description: ----------------------------------------------- - CTE Crashes on target line calls with 10 digits. On systems configured with Target Line DN's greater than 7 digits CTE can crash. Theses additional symptoms will also occur. - The CPU shows 100% use and is affecting IP sets and AA. It lasts about 10 mins then everything works again. - IP sets - cutting in and out, long delays. - AA - voice is scratchy - Line monitor doesn't work on this BCM from any PC but does work on other BCM's. Q01420757 - CTI reports only 8 DNIS digits when the CO sends 10. Although the CO is sending 10 digits, CTI and CTE are only reporting the leading 8 to applications. Contact Center configured with the "DNIS Routing sub-feature" will not function correctly if the DNIS is more than 8 digits. Q01423730 - CTE reports only 8 DNIS digits when the C O sends 10 Although the CO is sending 10 digits, CTI and CTE are only reporting the leading 8 to applications. Client side applications that depend on DNIS information wil l not function correctly if DNIS is configured for more than 8 digits. Q01423730-01 This update includes the content of the following superseded Smart Updates: BCM.R400.SU.Desktop.014-200903 Limitations: This update has no effect on the operation of the BCM 4.0 main unit software. This patch updates the client applications, including the Unified Messaging client application file that is stored on the BCM 4.0 hard drive and which may be subsequently downloaded from the BCM 4.0 to a PC. All email clients on client systems must be shut down while installing the new client and be re-started once the installation completes. The wallboarddriver.exe reads the configuration from the database and tries to resolve all of the host names & IP addresses, one after the other to establish which devices are present and which are not. There will be a delay before the devices that are present are populated. After a restart of the RCC web host PC, wallboards will be delayed during this 'learning phase' for approximately 2 to 3 seconds per non-present softboard. Subsequent to this 'learning phase' the list of non-present devices is re-checked periodically to detect whether any of the wallboards have recently been re-connected. Each of these is executed in a distinct Windows thread to prevent the main thread of the application from experiencing any delay. Despite this marshalling of the code into the approved scheme of Windows multi-threading the delay is affecting the application, not that thread. The owner application of the thread is affected as well as the thread. Where larger numbers of wallboards are configured however are not responding on the network, this will result in: 1) Larger initial delay before wallboard and real time displays will be updated, after an RCC reboot. 2) Possible ongoing delays to connected wallboards and real time displays. Code has been enhanced to minimize delays, however due to underlying architecture where large number of wallboards are configured and not responding, delays beyond the initial learning phase may be observed. It is recommended to minimize number of wallboards configured that do not respond, and to periodically review the wallboard configuration so that any wallboards no longer used are removed from RCC configuration.