BCM Release Notes 7 0 SP06

7/25/2019 BCM Release Notes 7 0 SP06

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SAP Business Communications Management(BCM) Release Notes 7.0 SP06



TABLE OF CONTENTS

1

INTRODUCTION ............................................................................................................................... 3

1.1

Important Notifications .................................................................................................................. 3

2

NEW FEATURES .............................................................................................................................. 4

2.1 Integrated Multi-Chat (IMC) ........................................................................................................... 4

2.2 Agents’ Active Contacts View in Online Monitoring .................................................................. 4

2.3

Agent – Utilization Reports ........................................................................................................... 4

2.4 Diagnostic View .............................................................................................................................. 4

2.5 SAP Cloud for Sales and Service Integration.............................................................................. 4

2.6 New Document Language ............................................................................................................. 4

3 FUNCTIONAL CHANGES ................................................................................................................ 6

3.1

System Configurator ...................................................................................................................... 6

3.2 Communication Desktop (CDT) and System Configurator (SC) ............................................... 6

3.3 Client Workstation Components .................................................................................................. 7

3.4

Chat Client ...................................................................................................................................... 7

3.5 Chat Portal ...................................................................................................................................... 7

3.6 New Installation Variables ............................................................................................................. 7

4 CORRECTED DEFECTS .................................................................................................................. 8

4.1 Communication Desktop (CDT) Defects ...................................................................................... 8

4.1.1 Audio Issues ..................................................................................................................................... 8

4.1.2

Network Disconnection Issues ......................................................................................................... 8

4.1.3 Contact Allocation and Handling Issues ........................................................................................... 8

4.1.4 CRM Integration-Related Issues ...................................................................................................... 9

4.1.5

Dashboard Issues ............................................................................................................................ 9

4.1.6 Directory Issues ................................................................................................................................ 9

4.1.7 E-mail Issues .................................................................................................................................... 9

4.1.8

MTD Issues .................................................................................................................................... 10 4.1.9

Outbound Issues ............................................................................................................................ 11

4.1.10 Presence Profile Issues .................................................................................................................. 12

4.1.11 Recording Issues ............................................................................................................................ 12

4.1.12

Scripting Issues .............................................................................................................................. 12

4.1.13 Supervisor Issues ........................................................................................................................... 12

4.1.14 Voicemail Issues ............................................................................................................................ 13

4.2

Convergence Defects ................................................................................................................... 13

4.3 Infrastructure Administrator (IA) Defects .................................................................................. 13

4.4 Integration Interfaces Defects ..................................................................................................... 13

4.4.1 OII ................................................................................................................................................... 13

4.5 IP Desk Phones Defects .............................................................................................................. 13

4.6 IVR Defects ................................................................................................................................... 13

4.7

Online Monitoring Defects........................................................................................................... 14

4.8 Reporting Defects ........................................................................................................................ 15

4.9 System Configurator (SC) Defects ............................................................................................. 15

4.10

Miscellaneous Defects ................................................................................................................. 16

4.10.1

Bridges ........................................................................................................................................... 16

4.10.2 Call Dispatcher (CD) ...................................................................................................................... 16

4.10.3 CEM................................................................................................................................................ 16

4.10.4

Chat Portal ..................................................................................................................................... 16

4.10.5 Directory Server ............................................................................................................................. 16

4.10.6 Quality Monitoring Server (QMS) ................................................................................................... 17

4.10.7 Various Components ...................................................................................................................... 17



1 INTRODUCTION

This document lists and describes corrections made to SAP BCM 7.0 after SP05. The SP06 packageincludes all hotfixes that have been made after the release of SP05 up to the hotfix 7.0.5.11.

The section Corrected Defects is formed so that corrections are listed according to the user interface onwhich the issue appeared even if it has been fixed in some other module. For example, the following issuewas detected in Communication Desktop (CDT) but was fixed in Agent Server (AS) so it is listed under CDTdefects:

In an outbound campaign, supervisor could supervise only some of the agents. Fixed in Agent Server (AS).

Fixed defects that are connected to customer messages are marked with CM and the number, for exampleCM 0020079747 0000166404 2013. If you have encountered an issue in your BCM use and have created acustomer message, you can use that customer number to find the fix description in this document.

1.1 Important Notifications

Check the newest versions of Installation Guide, and Client Workstation Installation Guide.

New Agent – Utilization reports can be viewed with the Reporting Database Server that runs SQL2008 or newer, only, and they are not available as BusinessOne reports.

When using the multi-codec feature in a BCM system which is connected to a H.323 gateway, thesupported codec list in both BCM (in SC> Global Switching Settings> Real-Time Transport Protocol(RTP)> Supported Codecs) and in the H.323 gateway must have the same codecs in the samepriority order.

Note the following about a consultation call case related to the Agents' Active Contacts view inOnline Monitoring:In case a customer hangs up during the time an agent is making a consultation call, and there is ascript attached, the customer call is handled in the following manner: The customer call is marked ashandled and is no longer showed in the Agents' Active Contacts view. The wrap-up time is markednormally to the customer call. But when the consultation call ends and the script opens, the customercall is not put to the wrap-up status.

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2 NEW FEATURES

2.1 Integrated Multi-Chat (IMC)

In systems where the SAP BCM is integrated with SAP CRM, agents can now have several active chatsessions simultaneously in CRM. Multi-chat is not supported in stand-alone BCM, nor can the chats behandled in the CDT or Convergence.To use integrated multi-chat, you must enable it in System Configurator > User and Role Management >Users/User Settings Template > Contact Settings > Multi-Chat , and set the maximum number ofsimultaneous chat sessions. At the same place there are settings Time Busy After Accepting Chat and TimeBusy After Rejecting Chat that also limit the multi-chat offering. The minimum value of the settings TimeBusy After Accepting Chat and Time Busy After Rejecting Chat has been set to 3 seconds. Additionally, theoption Deny User-Level Modifications is by default enabled for settings related to multi-chat in the defaulttemplates in System Configurator> User and Role Management> User Settings Template. See ConfiguringContact Settings help page.NOTE: If you change the values of any of these multi-chat settings, you must restart CEM for the changes totake effect.

2.2 Agents’ Active Contacts View in Online Monitoring

Related to integrated multi-chat, a new view has been added to Online Monitoring. This view enablesmonitoring agents and their active contacts and contacts’ details, and supervising. For more infor mation, seethe Agents’ Active Contacts help page.

Using this monitoring view is not limited to Integrated Multi-Chat systems but it is available in all BCM 7.0SP06 systems.

To manage this view, there are two new settings in Online Monitoring > Tools > Settings > UI Settings: MaxNumber of Displayed Agents and Refresh Interval .

2.3 Agent – Utilization Reports

Related to integrated multi-chat, a set of new reports has been added to BCM Reporting. These reportsshow statistics about agent utilization rates in different communication channels. For more information, seethe Agent - Utilization Reports help page.

Using these reports is not limited to Integrated Multi-Chat systems but they are available in all BCM 7.0 SP06systems. NOTE: These reports can be viewed only if the Reporting Database Server runs SQL 2008 version,or newer, and they are not available as BusinessObjects reports.

2.4 Diagnostic View

A new view has been added to CDT > Help > Diagnostics. This helps to discover system information in error

situations. For more information, see Operations Guide > Troubleshooting > Diagnostics View .

2.5 SAP Cloud for Sales and Service Integration

Communication Desktop (CDT) and Convergence can be integrated with SAP Cloud for Sales and Serviceuser interfaces. Integration covers the voice channel (direct and queue calls): it displays customer data alongwith incoming call, based on the caller number, called number, or call attached data collected, for example,by a SAP BCM IVR application. For more information, see Client Workstation Guide >SAP Cloud for Salesand Service Integration.

2.6 New Document Language

The Using Phone and Calendar Functions documentation that includes IP desk phones, calendar integrationfor MS Outlook, Communication Desktop and Convergence is now available also in Estonian. However,

instead of an application help, the Estonian version is delivered only in the PDF format and can bedownloaded on SMP.

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3 FUNCTIONAL CHANGES

This section lists the major changes that have been implemented into 7.0 SP06 (7.0.6.0).

3.1 System ConfiguratorIn the earlier BCM versions, extensions were not removed during an import if the import value was empty.Now the behavior is such that an extension is removed if the import file contains the column but no value.The affected user import fields are: Phone, MobilePhone, Voicemail , EMail , and Chat . CM 01200252310000695714 2013

In a custom IVR, it should be possible to interrupt playing the audio file when the user enters the first DTMF.Thus, in SC > IVR Management > field element, the checkbox Prevent DTMF Input from Interrupting AudioPlayback was changed to the selection list Interrupt Audio with DTMF Input with the choices: Never , When All or Terminating Digit Entered , and When First DTMF Entered. CM 0020079747 0000166404 2013

Show ID button has been added to the detailed information view of SC objects making copying IDs easy. IDs

are needed, for example, when information is searched in the logs. When the button is clicked for example inthe presence profiles view, the ID of the presence profile is displayed with and without hyphens. The ID isonly available when an object is saved. Copied objects have a temporary ID that is not shown.

The default behavior of showing users' mobile phone numbers that have been entered into the system hasbeen changed. Now also the mobile phone numbers of the users are masked. The default value of hiddendigits is 3. The function can be disabled with the setting Hide Last Digits of User's Mobile Phone Numbers inSC> Reporting> Statistics Settings> Monitoring Settings. Additionally, the identification of users' mobilephone numbers has been improved. Earlier the number in the statistics had to be an exact match but nowthe Online Monitoring search uses the last 8 digits for the identification.CM 0020079747 0000481270 2013

A new gateway setting has been added to SC> Call Switching> Gateways> Basics. The setting GatewayPrefix for Callbacks allows administrators to enter a prefix that is added to a customer's callback number.

Then a switching route is defined for the gateway to route the callback calls through the correct gateway inmulti-gateway environments. CM 0020079747 0000419236 2013 CM 0020079747 0000252975 2013 CM0020079747 0000376705 2012

A new setting, Ringing Time for Outgoing Customer Call (s), has been added to SC> System Services>Queue Callback Settings> Basic Settings. With this setting, the ringing time of the callback call made to the

customer can be defined to be less or more than the default 20 seconds. CM 0020079747 0000499880 2013

In SC > IVR Management , it was not possible to define the call language with an expression. Now the

attribute Language Expression was added to the setlanguage element.

3.2 Communication Desktop (CDT) and System Configurator (SC)

CDT showed in Dashboard only the queues where the user had contacts on the current day. A new setting,Show All Queues in Dashboard , has been added to CDT and SC so it is now possible to choose the optionto show all queues to which the user has rights. By default, this setting in the default user settings templatesis not selected and user-level modifications to it are denied. This affects new installations and upgradeswhen the setting is added. CM 0020079747 0000467000 2013

In version BCM 6.0, it was possible to supervise an agent so that starting and stopping supervising was notindicated in CDT. In BCM 7.0, it was not possible earlier but now the setting Use Silent Supervision hasbeen added to SC > User and Role Management > User/User Settings Template/Update Wizard > CDTContact Center . Change affects CDT and SC. CM 0020079747 0000415742 2013

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3.3 Client Workstation Components

In earlier versions, if several handset f iles (terminal_HS_xxx.msi files that are specific for each handset)

were installed on a workstation, it was not guaranteed that the optimal file was used with each handset.

The only way to ensure the optimal choice was to install just one handset-specific .msi. This made installingand updating procedures complicated, especially in environments with centralized workstation management.Now you can install all handset files on all workstations. Make sure you install also the

terminal_HS_USBHS.msi file because it defines the final handset file selection preference.

3.4 Chat Client

Chat Client now displays correct messages in error situations. To have these correct error messages

displayed in your system, you must edit the file chatForm.aspx.cs. For more information, see Installation

Guide> Installing Internet Chat Client .

3.5 Chat Portal

As SAP CRM IC WebClient requires that the customer chat address contains the @ (at) sign, a check forthis has been added to Chat Portal. Additionally, the check that each chat session has a unique e-mailaddress is now disabled by default.

3.6 New Installation Variables

Two new variables were added in Alarm Server installation packages, Alarm Service Logon User Account and Password for Alarm Service Logon User Account , that enable defining the service user.

Using Diversion header was not properly supported in SIP Bridge. Now a new installation variable is added

to SIP Bridge: UseDiversionCallerNumber (Use Diversion Header as Caller Info) that enables

displaying the original caller’s number and name when a call is diverted to BCM system and the Diversion

header is available in the incoming SIP message.

A new variable, System Name, has been added to the Remote Administration package. The name of thesystem is displayed in the SC title bar.

For more information about the new variables, see Installation Guide> Installation Variables.











4 CORRECTED DEFECTS

This section lists the major fixes that have been implemented into 7.0 SP06 (7.0.6.0).

4.1 Communication Desktop (CDT) Defects4.1.1 Aud io Issues

The previously configured audio devices were not activated because they were activated after the CEMconnection was started. Now the audio devices are resolved and activated before the CEM connection isstarted.

If UDP packets in a SRTP stream were re-ordered, decrypting the stream failed and audio was lost. Fixed inTerminal and MRS.

4.1.2 Network Disco nnectio n Issues

Network resilience between the terminal and CoS has been improved. Now the connection is restoredwithout interrupting the client use when the break is less than 10 seconds. Fixed in Connection Server (CoS)

and Terminal.

4.1.3 Contact Allo cation and Handling Issues

With heavy load, such as 700 user sessions, Agent Server could run out of memory and crash, and thatdisconnected calls and CDT sessions. Now Agent Server is allowed to use full 4GB address space alongwith Webclient. By doing this, one Agent Server should be able to handle around 1000 user sessions. Fixedin Agent Server (AS). CM 0120025231 0000781235 2013

A location was defined in Call Switching > Locations, and a gateway was selected in its Network Elementsbut NAT In Use was not selected in the Global Switching Settings. When a call came through that gateway toan agent who put the call on hold, made a consultation call to another agent, and connected these two callstogether, this caused the Call Dispatcher crash, and all calls were disconnected. Now the crash is preventedby checks in the software. Fixed in Call Dispatcher (CD).

Contacts were not allocated even when there were free agents in a queue. Fixed in CEM. CM 00200797470000533551 2013

Occasionally, when an agent received a call from a mobile phone, then made a consultation call to PSTN,and then connected these two calls, the calls were muted. Also, if a call from a mobile phone arrived, and theagent picked it but hang up immediately, the mobile call was not disconnected ever. The reason was that theCall Dispatcher sent the disconnect command before the call was established in the SIP Bridge, andconfused the bridge. Now SIP Bridge can better synchronize the messages it receives and sends. Fixed inSIP Bridge. CM 0020079747 0000679514 2013

In a multi-CEM environment, a call or chat had been taken into a queue that had no free agents serving. Thecontact was on CEM1, and an agent became available on CEM2. When the contact was rerouted from

CEM1 to CEM2, the queue was closed according to its schedule. The contact was not registered by CEM2but it was disconnected instead. Fixed in CEM. CM 0020079747 0000536836 2013

Both a call and an e-mail, or chat and e-mail, could be allocated to an agent at the same time. Now, only onecontact is offered at a time. Fixed in CEM. CM 0020079747 0000533511 2013

When a customer got a .txt file via e-mail, it did not open properly in BCM but the carriage return was missingfrom the line ends. Now the proper formatting remains in the text file. Fixed in CEM. CM 00200797470000670145 2013

When a call arrived to an agent who had the absence profile on that used an IVR to transfer the call toanother number, and the call was further transferred, the first agent's number appeared as the caller numberinstead of the original caller number. Fixed in CEM. CM 0020079747 0000731536 2013



4.1.4 CRM Integr ation -Related Issu es

In an integrated system with CRM, agents serving in queues were not returned to active queues after a callwas finished but they had to reload the CDT. The reason was that the operator status data (defined by OIIwith SET_OPERATOR_STATUS command) was not sent to CEM Server. Now that is corrected, and

additionally CDT uses internal "queue" for ClientCOM messages in order to handle them in correct order. CM501275

If the OII-related setting End Wrap-Up When CDT Goes to Ready was enabled and a queue's wrap-up timewas set to 10 seconds, CDT did not end the wrap-up after 10 seconds. This has been fixed, and now CDTends the wrap-up after defined time and also the wrap-up in IC Web client ends then. CM 00200797470000476068 2013

In an integrated BCM-CRM system, the work mode (ready, not ready, wrap-up) in CRM runs out of sync withBCM when there are 2 calls simultaneously in the queue trying to reach the same agent and the agentrejects (or does not answer on time) the first call offered from the queue. After this agent call rejection, theagent work mode synch between CRM and BCM breaks down and the agent cannot receive calls from anyqueue (until re-starting CDT and CRM IC UI). This may happen if particularly the Activate Not-Ready Status

After Rejecting Contact setting has been set in SC Queue> CDT Settings. CM 0120031469 00026177022013

4.1.5 Dashbo ard Issues

The Dashboard tab was not displayed. This happened because the agent had no serving rights to any of thequeues. Now both the History and Dashboard tabs are displayed if the agent has any right to any queue inthe contact center. CM 0120025231 0000409458 2013, CM 0020079747 0000483045 2013

The Dashboard view did not show queues or any values. The root cause was in the Webclient module whichfailed to create the temporary table CDT asks for when the Configuration and Monitoring databases are ondifferent SQL servers.

4.1.6 Directory Issues

Invalid SQL statements appeared in the Webclient log when a directory search was executed. As a result,the search failed. The problem was caused by a dash (-) character in the virtual unit names. CM0020079747 0000649712 2013

The previous value remained on display if you selected a queue-type entry for Directory search.Now CDT always clears the previous list when loading new Directory detail data. CM 00200797470000563970 2013

If a user edited a directory entry in one language and then changed the language without saving, allmodifications were lost but the user was not informed. This has been fixed, and now in cases like this auser's confirmation is required when the language is changed.

When searching message recipients from Directory, the result could contain same address or numberseveral times if the same data was found from two or more fields. Now CDT shows the recipient only once.CM 0020079747 0000549744 2013

If a user first searched users from a directory group "Group1" without any search criteria, CDT returned allmembers from "Group1". If the user then searched users from a directory group "Group2" and used somesearch criteria, in some cases the same results were returned than the previous query had returned.

4.1.7 E-mail Issu es

E-mail and scripting related issues:

If the agent deleted a transferred e-mail from the list view directly via context menu, the e-mailnotification icon was not cleared. Now icons are updated.

If an e-mail with script was open for editing, and then came a call with script that was opened whenthe call was answered, the e-mail and its script were not saved during call answering. Additionally inthese situations, the e-mail page edit mode and list mode were occasionally displayed mixed on



each other. Now, when a script call comes, the open e-mail is saved in the pending list and its scriptsaved and closed when the call script is opened and editing mode is closed properly. When the e-mail is opened again for editing the script can be manually opened as well.Note that when a call without scripting arrives, the e-mail and its script remain open.

It was possible to edit the first script also in viewing mode, now editing is possible only in the editmode.

Occasionally, agents were not able to edit old mails and BCM showed the error message Invalid value:

NOTAVAILABLE . An IE error was found: if the text started with <(><<)>P><(><<)>/>

<(><<)>HR>.... the message could not be opened and the error Unknown Runtime Error was returned.

Now the CDT checks the e-mail HTML content for unsupported data.CM 0120025231 0000530830 2013

If an e-mail queue had several addresses defined in SC> Queue Management> [e-mail queue]>Numbers/Addresses and the Sender option was deselected from one of the addresses, users in CDT were

still able to choose this e-mail address from the list of senders. This has been fixed, and now only e-mailaddresses that have been enabled in SC with the option Sender are available in the From list in CDT. CM0020079747 0000355000 2013

When an agent sent an e-mail to over 30 recipients, the agent received an error message although the e-mail was sent correctly. This occurred because the e-mail address field had a limit of 512 characters in thedatabase. CM 0020079747 0000537284 2013

Only some e-mails were displayed on the E-Mail tab page for queues that were in the hunt group mode. Thisoccurred because the CEM connection had been closed leaving CEM out of sync with CDT. This has beenfixed, and now it is not possible to handle e-mails when the CEM connection is closed or the user interface isnot fully loaded. CM 0120025231 0000691921 2013

If an agent tried to open an old e-mail in the History view while there was already a new outgoing e-mailopened for editing, the old e-mail was opened and the new one had the status open in the database. NowCDT does not allow opening a new message while there is another message open. CM 00200797470000630137 2013

CDT could not reply to an e-mail but warned about invalid e-mail address if the original recipient’s addresswas part of the original sender’s address (for example, if the original sender was [email protected], andthe recipient was [email protected]). Now unnecessary address checks have been removed.

Occasionally, an incorrect From address was displayed in e-mails because the CEM Server failed to parse

e-mail header that contained multiple utf-8 and base64 encoded data items. CM 0020079747 00007839112013

4.1.8 MTD Issu esMTD Issues:

CDT did not activate the Show Desk Phone Conf. setting if the user had a mobile number in MTDMobile field.

CDT did not clear the Enable Continuous Call setting when the user manually entered a mobilenumber into MTD Mobile field, though this setting cannot be active with the mobile OUT terminal.

When an administrator had defined the Use MTD and Deny User-Level Modifications for the user, CDT didnot activate the MTD mode in the following scenarios:

The MTD numbers were not defined in the Tools> Settings> Phone> MTD view and the inbound callwas not selected.

The user was able to remove the inbound call selections in which case the activation of the newchanges deselected the Use MTD option although the user had no rights to change the MTD mode.

The user was not able to change the Use MTD selection.



In calls from CDT to another CDT, if the CDT to which the call was made was serving in the MTD mode, aredial attempt from the calling CDT was made to the MTD number instead of the CDT number. Fixed inTerminal. CM 0120025231 0000575451 2013

4.1.9 Outbo und Issues

The Description area in the OB Campaigns view has been increased so that OB agents are able to seelonger descriptions more easily. Now Description has the maximum space when new customer information isretrieved. The Description area is reduced only when the agents need to classify the call or add a redial.

Choosing a number in the Number List field did not work as expected. The number had to be selected by

pressing the ENTER key or by double-clicking the number. Now the number can be selected and moved to

the B Number list just by clicking it. Additionally, it was not possible to copy text from the Description and

Initial Information area. Now copying is possible using the keyboard: Ctrl + A for selecting the whole text

and Ctrl + C to copy it. CM 0020079747 0000504297 2013

In an Outbound campaign, when an agent has completed a call and should classify the call result thecategorizing list view was not accessible with the tab key but only with the mouse click, and the list itemcould not be selected with up and down arrow keys. Now the shortcut keys can be used as in other CDTfunctions.

In an Outbound campaign, coaching or barge-in did not continue in the next call, but changed to listeningthough the UI showed if the supervisor was still coaching/barged-in.

When a supervisor started coaching an agent who had a conference call, the agent's voice stream was lostso the conference participants could only hear each other and not the agent. This occurred because theterminal set the agent’s state as private when the supervising started.

In a two-CEM environment one of the CEMs was set to inactive when an agent had an active OB call. Thecall was dropped and the agent was switched to the active CEM. The call, however, was not cleared in CDTand the agent was not able to rejoin the campaign.

If scheduled redial was done multiple times for the same customer, only the latest time stamp was shown inthe comments area. Now the previous redial comments are visible in the redial information area and they areseparated with a time stamp.

If the Choose Call Result After Script and Enable End Wrap-Up Button options were selected in theCampaign settings, the End Wrap-Up button was not automatically activated after the customer call wasdisconnected, although the Successful call result was selected.

In an outbound campaign, supervisor could supervise only some of the agents. Fixed in Agent Server (AS).

The OB "Instant Retry" classifier was not working in preview campaigns.If OB agent set the "Not ready" status active before joining to the Campaign, the status returned after eachcampaign call. Now the agent is "Ready" while the campaign is activeThe open script was closed without saving if an agent clicked the "Open Script" button. Now, if the samescript is tried to open, the focus is moved to the script; if a different script is opened, the former is first saved.CM 0020079747 0000838692 2013

In an Outbound campaign using Sytel dialer, the Sytel Softdial Alert Monitor crashed because instancenames of some system performance counters were longer than the allowed 127 characters. The instance

name was formed using TID {0} Tenant {1} Campaign {2} where TID is the telephony layer name

and Tenant was the CEM process GUID. Now the Tenant is formed from <server name>_<virtual

unit name>, and only the first 16 characters of the server name is taken into account. For example, if the

server name is 12345678901234567890 and the virtual unit name is Core2, the Sytel tenant name will be1234567890123456_Core2 .



The fix includes the potential risk that when the CEM server is restarted, the Sytel dialer also needs to berestarted, or else the dialer complains that the campaign name or outbound customer ID is already in use.Fixed in CEM. CM 0120025231 0000667683 2013

4.1.10 Presence Profi le Issues

Presence profile exceptions were not working with user groups; only numbers were accepted as exceptions.Now also groups can be selected as exceptions. Fixed in CEM. CM 0020079747 0000524299 2013

4.1.11 Recordin g Issues

A CDT agent was in the MTD mode and had the server-side recording enabled in SC either with the settingControlled by User or Controlled by User and Enabled by Default . When the agent answered a call, arecording file was always kept even if the agent had deselected the Recording option in CDT during the call.This has been fixed and now the checkmark in the Recording option at the end of a call defines whether arecording is kept: if the Recording option is not selected when the call ends, the recording file is not kept. CM0020079747 0000674145 2013

A CDT agent was in the MTD mode and had the server-side recording enabled in SC either with the setting

"Controlled by User" or "Controlled by User and Enabled by Default". When the agent answered a call, arecording file was always kept even if the agent had deselected the "Recording" option in CDT during thecall. This has been fixed and now the checkmark in the "Recording" option at the end of a call defineswhether a recording is kept: if the "Recording" option is not selected when the call ends, the recording file isnot kept.2. In a system with NAT and server-side recording, where several consultation calls were made, calls weremuted. The reason was that CD lost some Media Routing Server (MRS) reservations.Fixed in Call Dispatcher (CDT) CM 0020079747 0000674145 2013

4.1.12 Script in g Issues

When a script saved with several text lines was re-opened for editing, the line feeds were removed. Now thetext is shown as it was entered. CM 0020079747 0000546725 2013

The following scripting-related issues have been fixed:

CDT did not show reserved words correctly, such as {SCRIPTNAME}, if it contained an apostrophe

(').

CDT did not use a modeless dialog window instead of a modal dialog window for notifying missing orinvalid script answers.

A dropdown list with checkboxes did not show the option item title (HTML) that contained multiplerows.

If the text area is smaller than the script text, scrolling did not work, and you could not see the textentirely. NOTE: If the script is saved before this fix, this problem remains, text cannot be scrolled.

When the script was opened you only saw the first question.

With the Internet Explorer 8, an exception happened with radio buttons and dropdown-checkboxelements so that if a script call was first warm transferred, the mandatory questions (with those

elements) could not be answered.

The wrap-up time was not started, and agents received calls right after the previous one was ended. Thereason was that if there was a script open when the user decided to reload CDT, an unexpected situation instatus handling occurred. Now reloading CDT resets the scripting status. CM 0020079747 0000519129 2013

4.1.13 Superviso r Issues

When a supervisor is using functions Silent Listening, Coaching, or Barge-In, the function was stoppedalways when the call was disconnected. Now these functions stay on until the STOP button is clicked in theSupervisor tab or when the session is closed. CM 0120025231 0000089725 2013

After a supervisor had had a conference call, the supervisor could not hear anything when starting tosupervise again.



The supervision button in the toolbar was always hidden when CDT notified the user about changed settingsand prompted for a reload.

4.1.14 Voicemail Issues

The following voicemail-related issues have been fixed: When the values of the voicemail settings Number of Retries and Retry Interval were saved into

CDT, the given values were always converted to 1.

CDT did not support the values the administrator had defined in SC for the settings Number ofRetries and Retry Interval .

The Message Quota setting in Tools> Settings> Voicemail> Properties displayed the value definedin system-wide voicemail settings in SC but used the user-specific value.

The voicemail message data searches were not optimized.

4.2 Convergence Defects

When a user put a call on hold to make a consultation call, it was not possible to retrieve the first call fromhold after the consultation call had ended. CM 0020079747 0000601621 2013

4.3 Infrastructure Administrator (IA) Defects

If ETC was deleted in IA, its links to SIP Bridge were not cleared from the database.

Upgrade Software in IA marked the hotfixes that were not in the base installation to be removed. Since thiswas done based on the current detected model information, it was possible that there were hotfixes in thebase installation. This has been fixed so that now hotfixes are marked as upgraded. If they are really missingfrom the base installation, an error occurs when applying changes.

4.4 Integration Interfaces Defects

4.4.1 OII

OII restarted itself when it got an incorrect message from Agent Server. This happened rarely, only underheavy load. CM 0020079747 0000544985 2013

OII did not check directory group rights when a user was searched in the directory. This has been fixed.

4.5 IP Desk Phones Defects

One-way audio occurred if two IP desk phones were connected as a result of a MTD consultation call, whenthe phones had different codecs. Now CD checks the components for codec changes and restarts RTPwhen required. Additionally the following note was added to documentation: Define the same priority orderas for global codecs for all system’s components, such as desk phones. Othe rwise audio problems mayoccur when calls are connected between phones prioritizing different codecs. Fixed in Call Dispatcher (CD).

If the SIP bridge (dedicated for desk phones) was restarted or desk phones were manually forced to re-register, the desk phones used as an MTD phones were not re-registered as MTD phones. Now, deskphones are correctly recognized as MTD phones after possible re-registration operations (for example, dueto SIP bridge restarts, manually forced desk phone re-registrations, or desk phone power failures). Fixed inSIP Bridge.

An agent’s MTD information is now correctly handled after CEM and CD are resumed from the standby stateand after CEM restart. Fixed in CEM and Call Dispatcher (CD).

4.6 IVR Defects

Occasionally, in a system with Survey IVR, when the caller had answered to the Opt-In IVR question, and

was connected to the queue, the queue prompts were not played to the caller. After finishing the queue call,the caller could hear the survey IVR prompts quite right. Fixed in Call Dispatcher (CD).



In IVRTalk that is used for pronouncing numbers and dates in prompts using smaller audio files, the Chinesenumber 10 000 was missing and dates were pronounced as 1st of July. Now that number's audio file isadded and it is used as a base when formulating bigger numbers, and dates are pronounced as July 1st.

Also in Korean, an erroneous pronunciation of 1000 was corrected. Fixed in CEM. CM 0120025231

0000610994 2013 and 0120025231 0000714358 2013

ETCIVR now plays prompts to users without prompt language and uses the system default prompt language.Fixed in ETC.

4.7 Online Monitoring Defects

Agents cannot serve as external agents in the queues that are in hunt group mode. In Online Monitoring/ Agent View, it was possible to select Serve as Ext. Agent though the queue was in the hunt group mode.Now this is prevented.

Monitoring user interface performance was optimized to work faster with large number of queues (~1000).CM 0020079747 0000770161 2013

The following findings were corrected1. The summary row was missing from the Contact Statistics table views, both from the entire system viewand the selected Application, Queue or Group view (selected with the Table View button on the left side ofthe statistic level definition pull-down menus).2. E-mails arrived in previous day(s) were not shown, not even in active columns.3. Contacts outside the selected Application/Queue were shown in Active Contacts. Now only the contactswith the selected the statistic level criteria are shown.

When users logged on to Online Monitoring using the HTTPS certification authentication, the user interfacelanguage was always the default system language. Now the user's language is checked also when asuccessful logon using the HTTPS certification authentication is in question. CM 0020079747 00006190392013

Installing the Microsoft Internet Explorer (IE9 and IE10) security update KB2846071 caused that some pop-up windows in Online Monitoring Agent View were positioned incorrectly to the top left corner of the screen.Now these errors are corrected. CM 0120025231 0000694004 2013

The Contact View search did not work with the selected status criterion after the Reset button had beenclicked. Later searches always returned results with all statuses regardless of the Status field criterion.

When a contact had wrap-up time (afterwork) and was transferred to an external number, in the Contact viewthe total time of the contact could be smaller than the talking time. The calculation of total time is corrected.CM 0020079747 0000659030 2013

In Agent View > Active Contacts, only the talking time is increasing, but the total time is not when a mail is

put to the pending state. Now the total time increases as well.

In Contact View > Contact Details, now the name of the recording owner is displayed instead of GUID.

Monitoring showed incorrect information (CDT> Dashboard> Personal> E-Mails> Count was not updated

correctly) because of a duplicate MailAllocated event sent by CEM when an e-mail was picked from a

hunt group queue. CM 0120025231 0000732598 2013

In Summary View , tabular statistics, the number of Total Arrived E-Mails was erroneous, now also thepending ones are counted.

In Contact View > Contact Details, the script table is organized so that the if the same script is saved severaltimes during the contact and a question is answered several times, each question is listed only once andanswers to the question are listed under it.



The value of an e-mail's active handling duration in TAMContactDetail.ScheduleBasedHandlingTime

is saved during monitoring data handling.

External agent profile is now displayed correctly on the Online Monitoring interface after connection loss

between ETC and AS. Fixed in ETC.

4.8 Reporting Defects

When opening a standard report, the header is not always displayed in the user interface language but as atechnical tag. This is fixed to SP6 reporting translator WicomTranslator.dll.

BCM Reporting data transformation process has been optimized not to cause SQL deadlock situations

during the step Get_Operative_Logs . CM 0120025231 0000714435 2013

4.9 System Configurator (SC) Defects

The VoiceXML elements setlanguage, setpriority, setskills, and setextradata under a rootelement of a VXML document broke the IVR. A call was disconnected and an error appeared in the CEM log.CM 0120025231 0000329113 2013

If the Search Enabled status of a directory field was changed in a directory template, the change wasupdated only when the full-text update took place during the next night. Now the changes are updated in afew minutes.

Exporting users in SC System Tools > Export required that a user group was selected for export. Now, if nouser group is selected, all users are exported.

The values of customer attributes displayed in SC> Outbound Management> Campaigns> Customers> Attributes and in CDT> OB Campaign> Customer no longer have a maximum length. This enables the import

of customer information without length limitations. However, note that the following attribute values still havethe maximum length limitations:

ExternalId: 128 characters

Phone1, Phone2, and Phone3: 256 characters (all three field values together)

The QueueFull (for direct calls) and ApplicationClosed prompt types have been removed from the

installation package.

The following prompts and their related prompt files have been removed from installation:

Queue prompts:o WelcomeBusyo InQueueBusy

Direct call prompts:o QueueFull

An upgrade does not remove these files.

The following issue has been fixed: Enabling QMS (in SC> System Services> Recording Settings> QMSSettings> In use) always created a recording when SSR was enabled via Controlled by User or Controlled byUser and Enabled by Default for users who were using MTD device.

In update wizard, it was possible to update user skill values only from 1 to 5. Now also 0 can be updated. CM0020079747 0000538009 2013

When a user was selected, and a User Settings Template was opened from a user’s view, and in thetemplate, the Deny User-Level Modifications setting was checked or unchecked, after returning to the user’s

info view, the change was not updated but the user had to be closed and opened before changes took place.Now changes take place immediately.



Some Batch Job Server job names in System Services > Batch Job Server Settings where not translatedwhen the SC language was changed.

If user or queue extensions were deleted and the user or the queue did not have a directory entry, Batch Job

Server (BJS) crashed. The crash was caused by a bug in phone extension deletion. Fixed in BJS.

Occasionally, changing skills and queue serving rights were not correctly applied. The changes appeared tobe saved in SC, but they did not take effect in CDT, not even after repeated reloads. The error happenedwhen CDT was reloaded very soon after changing the skills or rights. Now the changes are applied properly.Changes are applied in SC within 10 seconds and in CDT after reload after that. CM 01200252310000469042 2013

If SIP Bridge had links to a deleted ETC, SC did not display valid links to ETC modules and it was notpossible to add new links either.

The option When Technical Problems has been removed from the setting Block Rejected Contact from Agent in System Management> Channels> Voice and Chat Channels and in Queue Management> Queues>

Contact Management . If this option has been selected, the SC SP06 version displays the value -1 in the fielduntil one of the valid options is selected and changes saved.

If a user had selected the default language to be something else than English during the ConfigurationDatabase Server package installation, user services and calendars were not translated but instead tagsstarting with SC_XTIT were shown in SC and Reporting. CM 0020079747 0000729000 2013

The E-Mail Sender field in SC> Reporting> Statistic Settings> Process Messages was not in the e-mailaddress format. Users had to manually add the e-mail address, for example @company.com. Now theinstallation default value has been changed to an e-mail format. Note that this fix does not change the valuein upgrade. If there is an invalid value, it needs to be manually changed in SC.

4.10 Miscellaneous Defects4.10.1 Bridges

BCM SIP Bridge did not support compact form (also referred to as the short form or abbreviated form) ofcommon header field names in SIP messages such as v: and f: but only long forms like Via: and From:. Now

the support for compact forms has been added. CM 0020079747 0000767482 2013

4.10.2 Call Disp atch er (CD)

Quality Monitoring Server CALLENDED event was missing, and this missing information made it impossiblefor customers to get the required amount of Quality Monitoring recordings. Error happened when a call was

joined to an IVR, and then this call was reconnected to an agent, Call Dispatcher did not send CALLENDEDevent again after the call was disconnected. CM 0120025231 0000716065 2013

4.10.3 CEM

CEM process state change sequence (active -> standby -> active) prevented CD to route new incoming callsto that CEM.

Estimated waiting time calculation was improved. Both local and remote agents attached to a queue areconsidered when calculating estimated waiting time, earlier only the local ones. In a multi-CEM environmentcalculation took other CEMs in to consideration as well.

4.10.4 Chat Port al

Chat Portal web services were not WS-I compliant. CM 0120025231 0000558571 2013

4.10.5 Directo ry Server

Directory Server halted weekly database maintenance jobs on directory database by locking some tables inthe database during its updates when changes were made to certain objects. CM 0020079747 0000160948

2013



4.10.6 Quality Monito r ing Server (QMS)

QMS suffered from a continuous memory leak and eventually processes ran out of memory. Thiscaused a lot of exceptions and errors. CM 0120025231 0000669911 2013

4.10.7 Various Compon ents

The TLS handshake code failed, if the server wanted to ask for client certificate by renegotiating the alreadycompleted connection. This caused, for example, IVR SOAP query to fail against a SOAP service that isimplemented with ASP .NET, and when the respective web site in IIS is configured to accept or require clientcertificates. CM 0120025231 0000796491 2013

BCM Release Notes 7 0 SP06

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