IP Office Technical Bulletin
Bulletin No:
94
Date:
8 April 2008
Region:
Global
Avaya IP Office Compact Contact Center (CCC) v5.0.56 Q1
2008 Maintenance Release
Avaya is pleased to announce the availability of the IP Office CCC 5.0.56 Q1 2008
Maintenance Release software. This is a scheduled maintenance addressing a
number of reported field issues.
This CCC maintenance release can be downloaded from the Avaya support website:
http://support.avaya.com
Note: Avaya recommend the latest version of IP Office software, version 4.1(1201),
is used with this build of CCC.
1 Components
This release of CCC contains the following components:
Delta Server service
5.2.19.0
Archiver
5.0.0.8
Call Center View
5.0.22.0
Wallboard Server
5.0.14.0
Wallboard Client
5.0.6.0
PC Wallboard
5.0.12.0
Report Server service
5.0.30.0
CCC User Access
5.0.6.0
CCV Alarm Reporter
5.0.0.6
2 New Features
This release provides support for Microsoft Vista Business and Ultimate Editions,
Server 2003 Service Pack 2, and SQL 2005 including Express edition.
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3 Resolved Issues
In the tables below, the Clearquest (CQ) number refers to the internal bug tracking
database used by Avaya AMSSD; when a customer field issue has been confirmed
to be a product or documentation issue, it is logged in this system, and the CQ
number used internally within Avaya for tracking the resolution of this issue. There
may be several customer field cases raised against a single CQ issue.
The following field issues have been addressed in IP Office CCC 5.0.56 software:
CQ Number
Description of issue
CQ38671
CCC is logging statistics for users who are not programmed as Agents.
CQ35535
Transfer Report description amended that it does not include unanswered transferred calls.
CQ35357
Internet Explorer 7 issues trying to access CCC Reporter
CQ34977
Using blind Transfer from the "Leave" call flow does not carry caller ID
CQ34742
CCC Reporter drop down menus for Agent reports
CQ34654
Delta Server SMDR no longer logs auth codes after switch restart, even though option enabled.
CQ34513
RAS Ports viewed on CCV don't show as busy on a 406v2
CQ34185
CCV shows wrong agent status when 2 or more users enter DND using default *08 short code
CQ33487
When the "Force Agent Status" screen is popped it does NOT take focus.
CQ33481
Force Agent Status window focus similar to CQ 33487
CQ33289
Agent Wrap-Up time not reflected in CCV
CQ33023
CCV shows a Ready state while Agent was on an Outgoing call when previous call un-parked by Agent.
CQ31037
Inconsistencies on DDI reports.
CQ31035
Internal Extn numbers show on DDI reports
CQ38988
Unable to pull multiple months of data receive the following error "arithmetic overflow error"
CQ51734
CCC Reporter - Incorrect translation for Custom reports in the Relazioni Tab.
CQ35357
Internet Explorer 7 issues trying to access CCC Reporter
CQ52683
Reports display the date order incorrectly when a Date Range is selected
CQ52037
SMDR Timestamp shows 1899/12/30 00:00:00 :- Caused by dropping o/g call whilst dialing new o/g call.
CQ52234
SMDR Timestamp is 1899 - Caused by Alog phone calling a busy number.
CQ52382
SMDR 1899 record when call recording has been involved in the call scenario.
CQ52627
CCV Real Time States are incorrect
CQ52786
CCV - Calls through VM and then transferred by the agent show as Call Waiting on the original Grp.
CQ56130
CCC - Text in CCC reporter dialog box not translated into Italian
CQ51374
LinePRI ID's in Delta Server show 9500 - 9504 which are the same as the LineIVM channels.
CQ52647
Incorrect SMDR output within the Called and DDI number fields when the drop key is used
CQ35710
SMDR called number field intermittently includes prefix on outgoing IP line calls
CQ54325
Trial Issue - An agent makes an outgoing/takes an inc call in less than 2 seconds - shows BWrapup
CQ54880
Agent state is being recorded as Busy Wrap Up rather than Incoming in Historical Reports
CQ55044
Time spent on Outgoing Calls is recorded as Busy Wrap Up in Historic reports and real-time CCV screens
CQ56602
CCC - DeltaSvr - Incorrect license information shown
CQ54334
CCC - PCA Target Time can't be modified via Delta Server
CQ55132
CCC - Agents in Busy N/A are showing as ready in CCV
CQ55453
CCC - Agent group status incorrectly shown as busy when agent ready.
CQ55839
CCC - Answer times and lost call threshold settings lost when Delta Server is restarted
CQ56335
CCC - Incorrect Agent status in CCV after parking calls.
CQ56336
CCC - Agent state shown as ready when on an incoming call.
CQ56555
CCC - Agent state incorrect when Call Listen is used with DT (2030) phones
CQ50923
CCC - Italian translation error on Recent SMDR Entries page of Delta Server
CQ55465
CCC - Group calls answered by agent stats disappear in when agents are members of multiple groups.
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CQ56168
CCV- Incorrect status shown when disconnecting a call via the Drop key
CQ57416
CCC - CCV - Intermittently agents set to BNA are showing as ready following a call from DND exception list
CQ57505
CCC - CCV - Agent shown as being in the Ready state but the phone has DND set.
CQ58032
Incoming Answered Calls showing in the CCC Lost Calls Report
CQ58068
CCC - SMDR - Transferred calls show the dialed number and authorization code fields incorrectly
CQ58173
CCC - PC Wallboard not showing Calls Lost or Waiting with DS 5.2.16 & 3.2.59 Core
CQ58754
CCC - Agents getting stuck in Busy Wrap-Up after clearing an external call
CQ59624
SMDR - Assisted transfers DDI called field is populated incorrectly.
CQ55082
Italian translation issue replace Volte with Orario in CCC Reporter Preset Report .
4 Upgrade instructions
If upgrading from a previous release of CCC to version 5.0 please refer to the
"Upgrade Procedure" section of the Compact Contact Center (CCC) Installation
manual (40DH0002USBG)
4.1 Upgrade Installation Notes
Backup the CCC user data files
To upgrade from an earlier CCC v5.0 release, as a precaution, it will be necessary to
first backup the data files such as the Archiver database, CCV profiles, Wallboard
Server files and Preset Reports.
Navigate to C:\Program Files\Avaya\CCC\CallCentreView and copy the Operator
folder to a location that you have created as a backup.
Navigate to C:\Program Files\Avaya\CCC\WBServer and copy the following files to
your backup folder:
· Aggregatevars.mdb
· Devices.mdb
· Wallbrd.mdb
· Sdxwb.ini
If you are using PC Wallboards then also backup the Users folder in the WBServer
directory.
Explore to C:\Program Files\Avaya\CCC\Reporting\PresetReports and copy the
report (.rpt) files to your backup folder.
For instructions on how to backup the Archiver database, please follow the procedure
documented on page 53 of the CCC v5.0 Installation manual.
4.2 Upgrade to CCC 5.0.56
Once the relevant files have been backed up it is now possible to upgrade using the
`Repair' option on the CCC 5.0.56 installation CD. This option will update all the
installed components whilst retaining all user defined settings, profiles and
predefined reports.
Insert the CCC 5.0.56 CD and run the Setup program to start the server upgrade.
1. At the Welcome screen select the `Repair' option and then click Next.
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2. The installer will detect the previously installed components and automatically
select them, click Next to continue.
3. Select the appropriate CCC Reports paper size for your region, click Next to
continue.
4. The following screen will ask you to select the named instance of SQL or MSDE
installed on the server PC:
Choose the installed instance of MSDE or SQL server and click OK:
5. When prompted to upgrade the database, click "NO" to keep your existing
historical call data. This will save you time having to restore your Archiver
database backup later.
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6. The following message is presented if the Archiver database (only applies to
MSDE) is more than 78% full. When "Yes" is clicked the installer will begin to
prune the oldest data in the database and apply a modification to the database.
This modification to the existing Archiver database is essential for a successful
upgrade. Choosing "No" will stop the upgrade.
7. The CCC Reporting Admin Console will be displayed. The upgrade will retain the
previous data but can be changed at this point if needed, click Next to continue.
8. Reboot the CCC Server once the upgrade is complete.
The same procedure may be followed for upgrading the Client applications using the
"Repair" option at the Welcome screen.
Issued by:
Avaya SSD Tier 4 Support
Contact details:-
EMEA/APAC
NA/CALA
Tel: +44 1707 392200
Tel: +1 732 852 1955
Fax: +1 732 852 1943
Fax: +44 (0) 1707 376933
Email: gsstier4@avaya.com
Email: IPONACALAT4@Avaya.com
Internet: http://www.avaya.com
© 2008 Avaya Inc. All rights reserved.
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