Software Update Name: BCM050.R600.SU.Desktop-005.201406 Applicable H/W Platforms: BCM50, BCM50a, BCM50e, BCM50b, BCM50ba, BCM50be Applicable S/W Platforms: 10.0 Category: GEN Installation Recommendations: This update should be applied to all installations of BCM50 Release 6.0. 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: callpilotdesktopmessaging 6.1.5.01.02.07.10 callpilotdesktopmessagingijsg 6.1.5.01.02.07.10 desktopMessaging-64bit 6.1.5.01.02.07.5 desktopMessagingijsg-64bit 6.1.5.01.02.07.5 reportingforcontactcenter 2.6.420.1.61.53.13 Constituent Updates: ==================== New updates for this SU: ------------------------ BCM050.R600.CALLPILOTDESKTOPMESSAGING-64BIT-131* BCM050.R600.CALLPILOTDESKTOPMESSAGING-130* BCM050.R600.CALLPILOTDESKTOPMESSAGING-126* BCM050.R600.CALLPILOTDESKTOPMESSAGING-64BIT-125* BCM050.R600.CALLPILOTDESKTOPMESSAGING-117* BCM050.R600.CALLPILOTDESKTOPMESSAGING-64BIT-116* * It has not been released as an 'atomic' patch Updates from previous SU: ------------------------- BCM050.R600.CALLPILOTDESKTOPMESSAGING-64BIT-101 BCM050.R600.CALLPILOTDESKTOPMESSAGING-100 BCM050.R600.RCC-95 BCM050.R600.RCC-70 BCM050.R600.RCC-65 BCM050.R600.RCC-54 BCM050.R600.CALLPILOTDESKTOPMESSAGING-47 BCM050.R600.RCC-34 BCM050.R600.RCC-20 BCM050.R600.CALLPILOTDESKTOPMESSAGING-10 Dependencies: Required Updates: - BCM050.R600.SU.System-020.201404 or later - BCM050.R600.BEM-99 or later Updates should be applied in the following order: - BCM050.R600.SU.System-020.201404 or later - BCM050.R600.BEM-99 or later - BCM050.R600.SU.Desktop-005.201406 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: 670.76 MB Size of changed content since last Smart Update: 4.78 MB 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 (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 32 bit client: This section contains supported environments for this desktop client version: Groupware types and versions, and Operating Systems. Groupware Email Clients: -------------------------------------- Microsoft Outlook 2002 (XP) Microsoft Outlook 2003 Microsoft Outlook 2007 Microsoft Outlook 2010 32 bit Microsoft Outlook 2013 32 bit Lotus Notes - 6.0.5 (Build 196) Lotus Notes - 6.5 (Build 191 to 199) Lotus Notes - 7.0 (Build 250 to 259) Lotus Notes - 8.0 (Build 307 to 323) Lotus Notes - 8.5 (Build 359 to 368) GroupWise - 6.5 GroupWise - 7.0 GroupWise - 8.0 GroupWise 2012 SP1 Internet Mail Clients: ----------------------------- Microsoft Outlook Express - 6.0 Windows Vista Mail Microsoft Outlook 2002 (XP) (Internet Mail Mode) Microsoft Outlook 2003 (Internet Mail Mode) Microsoft Outlook 2007 (Internet Mail Mode) Microsoft Outlook 2010 (Internet Mail Mode) Microsoft Outlook 2013 (Internet Mail Mode) 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) Citrix MetaFrame Presentation Server 4.0 on Windows 2003 Server (All Editions) Citrix XenApp 6.0 on Windows 2008 R2 server Client Operating Systems: -------------------------------------- Windows 2000 Professional Windows XP Professional Windows XP Professional x64 Edition Windows Vista Windows Vista x64 Edition Windows 7 Windows 7 x64 Edition Windows 8 Windows 8 x64 Edition Windows 8.1 Windows 8.1 x64 Edition Supported Environments 64 bit client: This section contains supported environments for this desktop client version: Groupware types and versions, and Operating Systems. Groupware Email Clients: -------------------------------------- Microsoft Outlook 2010 64 bit Microsoft Outlook 2013 64 bit Internet Mail Clients: ----------------------------- Microsoft Outlook 2010 64 bit (Internet Mail Mode) Microsoft Outlook 2013 64 bit (Internet Mail Mode) 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) Citrix MetaFrame Presentation Server 4.0 on Windows 2003 Server (All Editions) Citrix XenApp 6.0 on Windows 2008 R2 server Client Operating Systems: -------------------------------------- Windows XP Professional x64 Edition Windows Vista x64 Edition Windows 7 x64 Edition Windows 8 x64 Edition Windows 8.1 x64 Edition 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. New updates description: ------------------------ Software Update BCM050.R600.CALLPILOTDESKTOPMESSAGING-64BIT-131 ---------------------------------------------------------------- 1. Desktop Messaging support for Outlook 2013 that is installed with Office 365 wi01162478 Software Update BCM050.R600.CALLPILOTDESKTOPMESSAGING-130 ---------------------------------------------------------- 1. Desktop Messaging support for Outlook 2013 that is installed with Office 365 wi01162478 Software Update BCM050.R600.CALLPILOTDESKTOPMESSAGING-126 ------------------------------------------------------------ 1. Request to qualify the use of Outlook 2013 with CalllPilot DM With this enhancement, user is able to send, receive, view and play Desktop messages from Outlook 2013 32-bit client in the same way as before. wi01136598 Software Update BCM050.R600.CALLPILOTDESKTOPMESSAGING-64BIT-125 ----------------------------------------------------------------- 1. Request to qualify the use of Outlook 2013 with CalllPilot DM With this enhancement, user is able to send, receive, view and play Desktop messages from Outlook 2013 64-bit client in the same way as before. wi01136598 Software Update BCM050.R600.CALLPILOTDESKTOPMESSAGING-117 ---------------------------------------------------------- 1. Unable to play messages longer than 1 minute through CP5.1 desktop client wi01111275 Software Update BCM050.R600.CALLPILOTDESKTOPMESSAGING-64BIT-116 ---------------------------------------------------------------- 1. Unable to play messages longer than 1 minute through CP5.1 desktop client wi01111275 Previous updates description: ---------------------------- Software Update BCM050.R600.CALLPILOTDESKTOPMESSAGING-64BIT-101 --------------------------------------------------------------- 1. Enhancement - Desktop Messaging client, compiled/optimized for 64-bit With this enhancement, user is able to send, receive, view and play Desktop messages from Outlook 2010 64-bit client in the same way as before. wi00825453 2. Mfc100.dll error when using Desktop Messaging-64 bits Desktop Messaging-64 bits is unable to be integrated with Outlook 2010-64 bits. Error Mfc100.dll is displayed when clicked on Add CallPilot to Default Mail Profile. This update resolves this issue. wi01001500 3. Callpilot desktop messaging.:When downloading address book, missing entries. When downloading address book, Retrieved uses don't match downloaded entries. This update resolves this issue by introducing a new counter. wi01027419 4. Outlook2010 x64 client stopped working when Desktop Messaging x64 is integrated on it User is unable to login to mailbox when Desktop Messaging x64 is integrated on it. This update resolves this issue. wi01004172 5. Desktop Messaging is prompting user to login while MS Outlook is off-line When User is working offline, Desktop Messaging is prompting user to login once again. This update resolves this issue. wi00841319 6. ImageMaker's binaries must be updated to the latest available release When CallPilot Fax/FaxBatch printing is used, every printed page contains "To license contact: www.imgmaker.com" on the left side of the pages. It occurs when printing is done on server with Citrix XenApp installed. This update resolves this issue. wi01020159 7. Guardrails should be added to prevent installing/upgrading DM 64-bit with "Outlook" option isn't available in the feature list. Warning message is shown that DM cannot be integrated with 32 bit version of Outlook. This update resolves this issue. wi01037798 Software Update BCM050.R600.CALLPILOTDESKTOPMESSAGING-100 --------------------------------------------------------- 1. Callpilot desktop messaging.:When downloading address book, missing entries. When downloading address book, Retrieved uses don't match downloaded entries. This update resolves this issue by introducing a new counter. wi01027419 2. Guardrails should be added to prevent installing/upgrading DM 64-bit with "Outlook" option isn't available in the feature list. Warning message is shown that DM cannot be integrated with 32 bit version of Outlook. This update resolves this issue. wi01037798 3. Request to qualify Lotus Notes 8.5.3 for Desktop Messaging Cannot upgrade their clients from 8.5.1 This update resolves this issue. wi00977421 4. Desktop Messaging is prompting user to login while MS Outlook is off-line When User is working offline, Desktop Messaging is prompting user to login once again. This update resolves this issue. wi00841319 5. ImageMaker's binaries must be updated to the latest available release When CallPilot Fax/FaxBatch printing is used, every printed page contains "To license contact: www.imgmaker.com" on the left side of the pages. It occurs when printing is done on server with Citrix XenApp installed. This update resolves this issue. wi01020159 Software Update BCM050.R600.RCC-95 ----------------------------------- 1. SR 1-3815456092 RCC Databse Purge fails with error (RCC 2.6.419.3.61) wi01043891 2. SR 1-3793503658 RCC scheduled reports "Answered calls by SKillset" and "Abandoned calls by Skillset" not printing wi01040203 3. SR 1-3899478638 RCC 2.6.418 - Some RCC Reports are not printing wi01052562 4. SR# 1-3859873881 RCC - Unable to generate reports (web exception) wi01047720 Software Update BCM050.R600.RCC-70 ----------------------------------- 1. SR 1-3346474853: RCC Purge Database page, the calendar doesn't pop up unable to select the date to purge. wi00978607 2. SR 1-3405219606: RCC unable to Purge database. wi00977107 3. RCC SUOG needs updating to show Windows 7 iis screenshots. wi00965294 Software Update BCM050.R600.RCC-65 ----------------------------------- 1. RCC pauses downloading data at 02:00 Hours until 02:30 Hours every night to allow the BCM to complete its own database maintenance. On very rare occasions some BCM's may also have an independent problem were the RCC data download sticks at a particular time that will put the last RCC BCM date time within the 02:00-02:30 window. When this happens RCC will not come out of the pause for maintenance time due to the way it gets the latest data time from the BCM. Without the fix the latest BCM data time in RCC will have to be manually forwarded past the 02:00-02:30 time The fix has changed the way RCC gets time so that it will always automatically come out of the maintenance time. wi00965277 2. If an RCC 2.4 is moved to a 64-bit machine in prepartion for an upgrade, the migration to 2.6 fails. wi00965291 3. A customer tried to run activity code reports for all skillsets covering a monthly period, but it failed with a timeout. WI00925772 4. A customer tried to run agent by agent activity report for a monthly period , but it failed. Optimised the sql and vb still having timeout.wi00941676 Software Update BCM050.R600.RCC-54 ----------------------------------- 1. The service level % on the Summary report does not match the service level % on the Call Profile report, although the formulae are stated as being the same in the Reports Explained document. wi00892981 2. Four potential issues were found at a customer site when comparing the Summary report, Activity Code by Agent and Activity Code by Pegs report. wi00886841 3. Non-CC calls and Outgoing Calls were showing double the number of transactions in reports. wi00930358 4. When a contact Center call is transferred to a logged in 'borrowed' agent the duration of the call was added into the agent's logged in duration. This was incorrect behaviour. wi00924575 5. The SUOG does not contain compatibility information for Windows 7. wi00842142 6. In certain circumstances in Windows 7 and 2008 Server, the IVU cannot unblock ports 80, 6010 and 6011. wi00842145 Software Update BCM050.R600.CALLPILOTDESKTOPMESSAGING-47 --------------------------------------------------------- 1. CallPilot Desktop Messaging - Microsoft Outlook 2010 fax issue When using Outlook 2010 and Windows 7 with a dual Inbox scenario (voicemail and faxes will be delivered to the CallPilot Inbox while emails are delivered to the Exchange Inbox) the CallPilot player and faxes open in the background. Other items will need to be minimized to view the CallPilot player and faxes. wi00860838, wi00860866 2. Unable to send Fax messages with Call Pilot Desktop Messaging After installing Call Pilot Desktop Messaging 05.00.41.113 customers are no longer able to send the Fax messages. The update resolves this issue. wi00867577, wi00893870 Software Update BCM050.R600.RCC-34 ----------------------------------- 1. If a calls come into the skillset, the agent picks up, the agent transfers the caller to an external location, it should be showing as non-agent transaction. wi00852139 2. Agent Audit Report will show what appear to be duplicate Incoming Skillset call entries intermittently. wi00847217 3. The Reports Explained docs suggest that conference statistics should be generated for conference slaves, when the Agent Activity report is run. This is not the case. wi00855840 4. BCM 450 R1 When reports are run in RCC most times the reports will hang, because the SQL Server statements are too complex. wi00850245 5. Customer can print monthly reports once or twice and then has to reboot the webhost PC because no further reports can be printed. wi00873043 6. In the CCRS application server a database clean up occurs every night at 2:00 AM and lasts for up to 1/2 hour. The time period for the database cleanup is fixed and not configurable. Any request by RCC for data from the application server during this time will be rejected. wi00863509 Software Update BCM050.R600.RCC-20 ----------------------------------- 1. Microsoft states that the Reporting Services component of SQL Server should not be installed on Primary Domain Controllers, because it causes failures which have been seen on some customer sites. wi00855083 2. If the password of the Windows user who installed RCC is changed, Reporting Services normally throws a Symmetric key error. This update corrects the problem. wi00855085 3. Large 2.4 databases may take several days to compress, before migration actually takes place. This means that RCC cannot run. The product should perform the migration in the background, allowing a customer to use RCC immediately after installation. wi00855089 4. In the Agent Activity by Agent report the "CC voice transaction answered by Agent" column contains data for all but the last reported agent. wi00817236 5. There is mismatch between the documentation and the software to the day weekly schedules print and the date range of the reports. The documentation is to be altered. Q02136817 Also corrected in this fix: wi00587585 Q02131008 WI - BCM 450r1 - Issues with RCC weekly schedule. Schedules used to run incorrectly from Tuesday to Tuesday. They now run from Sunday to Saturday, and match the documentation. wi00587585 Q02131008 6. When a user runs the Activity Code by Agent report within RCC for the period of a month, the report appears to hang. As a further impact, no further reports can be generated. Smaller periods of a few days seem to take several minutes to process. Q02149712 7. The RCC historical was lagging behind and had appeared to stop at a busy customer site. It was reported as as port 6011 issue, but the problem was the Java running out of heap memory when trying to process the BCM XML for historical data. Q02165467 8. Historical reports will not run; when the customer chooses the report to run and click Submit, the page very briefly shows up and then closes. The customer is left at the original reports screen. Q02166738 9. When CLID routing is set on a site, the Agent Average by Agent report shows inconsitent data between the Break Time and CC Transactions Answered by Agent columns. Q02167030 10.The site is finding that all call reports are showing zeroes for data prior to a migration from RCC 2.4. Q02170006 11.When upgrading an existing RCC 2.45.106 installation to 2.45.108, Agent data could be duplicated in the reports. That is, the data would be presented twice and totalled twice. wi00831363 Software Update BCM050.R600.CALLPILOTDESKTOPMESSAGING-10 --------------------------------------------------------- 1. CallPilot Desktop Messaging - add support for Microsoft Outlook 2010 Support for Microsoft Outlook 2010 has been added. wi00682918 This update includes the content of the following superseded Smart Updates: BCM050.R600.SU.Desktop-003.201203