This package contains: ====================== 1. PEP Number: CP202S03R21S 2. Problem Description: ======================= Q00668075 and Q00721948: A potential problem has been identified within the implementation of the protocol that controls the call communication between the CallPilot and the M1 PBX. Callers may experience incorrect greetings when transferring calls through an Appbuilder Application. The solution for this issue requires both a M1/CS1000 and CallPilot fix to be applied at the same time, as they are interdependent on each other - M1/CS1000 Patch is MPLR18136 The failing call scenario is as follows: Caller dials DN#1 which is Call Forwarded to phantom DN#2, which is then Call Forwarded to CallPilot CDN#1. CDN#1 is assigned to an Appbuilder Application. The Caller then initiates a call transfer to a phantom DN (DN#3) which is then Call Forwarded back to the CallPilot and the caller hears "the person at extension "phantom DN#3" does not subscribe to this service." The caller hears the phantom number (DN#3) instead of the dialed mailbox DN, which is DN#1. Q00826558: A potential problem has been identified within the implementation of the protocol that controls the call communication between the CallPilot and the M1 PBX. External callers may experience incorrect greeting if the "Callers notified of busy line" option is selected for the mailbox number. The solution for this issue requires both a M1/CS1000 and CallPilot fix to be applied at the same time, as they are interdependent on each other - M1/CS1000 Patch is MPLR18842. The failing call scenario is as follows: External call comes into CallPilot over a DID trunk to an ACD queue, ACD queue #1 for example. ACD queue #1 is night call Forwarded (NCFWD) to CallPilot CDN#1. The ACD queue #1 is also an SDN defined in CallPilot and associated with an Appbuilder application. The external Caller thru-dials from the Appbuilder application to DN#1 which is hard call forwarded to CallPilot CDN#1. The "Callers notified of busy line" option is enabled for mailbox DN#1. The caller hears " is on the phone" and then external greeting for mailbox DN #1. The external caller should only hear the " is on the phone" if the called party is on then phone, or hear the external greeting if the called party (DN#1) is not +on the phone. Q00942091 and Q00967809: A potential problem has been identified within the CallPilot Telephony Service that, if experienced, may result in a Ring-No-Answer condition requiring additional system maintenance to be performed. CallPilot uses the Telephony Service (TSP) to control the communication between the M1 PBX and the CallPilot. Under some call transfer scenarios, the Telephony Service may experience memory corruption. If the CallPilot system is logging event 42803 in the system event log file, callers may experience a Ring-No-Answer condition. Note: If event 42803 persists after applying this PEP, please contact your next level of support. 3. List of CRs that are addressed by this PEP: ============================================== Q00942091 TSP memory corruption causes call processing outage Q00967809 AML TSP crashed, error 42803 logged in the system event log file Q00668075 CallPilot plays incorrect message on hunt or hard CFW back to CallPilot Q00721948 Auto attendant sends to wrong extension Q00826558 External callers thru-dialing to extension HCFWD to CP get incorrect BUSY prompt 4. Installing the PEP: ====================== This PEP is intended to be installed on CallPilot 2.02 (2.01.27.05) servers that were installed with or upgraded to Service Update 3 (CP20127SU03S). This PEP replaces the following: -------------------------------- - CP202S03R02S - CP202S03R08S - CP202S03G19S The replaced PEPs will be automatically uninstalled when CP202S03R21S is installed. Warning: -------- - M1/CS1000 patches MPLR18842 and MPLR18136 are mandatory to be installed on the PBX when PEP CP202S03R21S is installed on CallPilot. Failing to do this will result in call transfer failures. - Patches MPLR18842 and MPLR18136 apply to the following M1 releases X11 R25.40, R25.40B, and X21 R3.0 In order to install the PEP: ---------------------------- - Launch the runme.exe to start the installation of the PEP. The runme executable can be found in the PEP's root directory. - A reboot is required before the server can be brought back into service. Note: ----- Some dialogue boxes may appear during the replacement of any obsolete PEPs currently on the system. They can safety be ignored. Please click OK to continue. Uninstall: ---------- Go to Start>Programs>CallPilot>System Utilities>PEP Maintenance Utility. Click Show PEPs. Select CP202S03R21S, and click Remove. Reboot is required after uninstall.