PRODUCT_LINE: BCM50 ============================================ TITLE ===== BCM050.R300.RCC-232 ======================== Release: 3.0 Issue: N/A Category: GEN Superceded By: NONE Release Date: 20100525 Patch Conflict(s): N/A Special Instructions: NO Patch Version: N/A ======================== Software Update Name: BCM050.R300.RCC-232 Applicable H/W Platforms: BCM50, BCM50a, BCM50e, BCM50b, BCM50ba, BCM50be Applicable S/W Platforms: 6.0.2.05 Category: GEN Installation Recommendations: This update should be applied to all new installs of BCM50 R3. 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 Reporting for Contact Center application must be downloaded and installed (see Installation Instructions below) after applying this update. Components and Versions: reportingforcontactcenter 2.5.464.1.61.12 Dependencies: Required Updates: BCM050.R300.SU.System-224.201003 or later Updates should be applied in the following order: BCM050.R300.SU.System-224.201003 BCM050.R300.RCC-232 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: 351.31 MB System Impact: The time to apply the update may take up to 40 minutes depending on network conditions. Does update application force reboot: No Other Impacts: None Limitations: None 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 and Windows 7 NOTE: When installing the Reporting for Contact Center package on Microsoft Windows Vista or Windows 7, 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 and Windows 7. Please reference the Reporting for Contact Center SUOG and ensure all the required optional components are installed and configured. Description: ------------ The following issues are addressed: 1. RCC - Compatibility 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. Q02113163-01 2. Historical reports may generate symmetric key problem when a user tries to view a historical report of RCC, the Reporting Services may raise an error saying "unable to decrypt the encryption key." The trouble shooting guide was updated to contain step by step instructions to resolve this issue. Q02064922 3. 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 4. Recommended PC specification for installing RCC RCC setup and operation guide was amended to included the recommendations about webhost PC for busy call centers. Q02074337 5. 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. Q02080152-02 6. 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. Q02093039-01 7. 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. Q02100954-01 8. 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. Q02125340-01 9. 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. Q02118483-01 10.Running the 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 the RCC database. Q02121907 11.RCC is unable to download data when CLID contains apostrophe RCC historical service was updated to allow CLID containing apostrophes. Q02120192-01 12.Activity Code by Agent report of RCC may fail to display any statistics 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 volume of data. Q02115427-01 13.RCC appears to loose connection with BCM RCC historical service was updated to accept non-numeric characters defined in caller input rules within the BCM. Q02111205-01 This update includes the content of the following superseded updates: BCM050.R300.RCC-199 ---------------------- 1. 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 2. 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 3. 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. Q02029309-02 4. 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. Q02050108-01 5. 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 6. 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 7. 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. Q02008762-02 BCM050.R300.RCC-184 ---------------------- 1. 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 2. 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 3. 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 4. 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. Q02027592-01 BCM050.R300.RCC-164 --------------------- 1. 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 2. 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. Q01969891-01 3. RCC does not allow special strings in skillset name RCC historical service was modified to support characters like apostrophe (') in the skillset names. Q01967186-01 4. 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. Q01963131-01 5. ReportViewer 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 BCM050.R300.RCC-132 --------------------- 1. 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). Q01954091-01 BCM050.R300.RCC-120 --------------------- 1. 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 2. 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 3. 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. Q01720627-01 4. 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. Q01725596-01 5. 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 6. RCC logs do not maintain version Database Installer Utility was modified to log the version number in its logs. Q01925251 7. 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 BCM050.R300.RCC-69 ------------------ 1. Wallboards do not tolerate bad host names Wallboard Driver was updated to continue working even if some of the clients with soft-wallboard were not running. Q01766387-01 2. 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 data in their databases for over one million calls. The RCC database architecture was optimized to deal with very large numbers of calls. Q01720229-01 3. Inconsistencies between the ipView Softboard and Real Time screens The Wallboard driver was updated to stop sending non-requested data to the ipView Soft boards. Q01722290-01 4. RCC fails to install on Windows Vista 64-bit machines Installation process was modified to support 64-bit machine architecture using WOW64 on Windows Vista X64. Q01642901-01 5. Compatibility with Windows Vista Service Pack 1 The product documentation was amended to provide instructions on how to setup Windows Vista SP1 to allow the installation of RCC due to the new security features of these operating systems. Q01832928-03 6. Long term solution is required for RCC database performance RCC was lacking a feature to provide for the purging of databases of call data which is old and no longer required. This feature has been made available in this build. Q01724124-01