Service Pack CCE 4.1.

2 Release notes

July 2010

Contents Scope ......................................................................................................................................................................1 CCE 4.1.2 Service Package....................................................................................................................................1 Installation ..............................................................................................................................................................2 Server Installation...............................................................................................................................................3 Stop CCE Servers...........................................................................................................................................3 Install CCE Servers ........................................................................................................................................3 CCE 4.1.1 Patch 1 Hotfix 1.............................................................................................................................9 Client installation .............................................................................................................................................11 Updating Deployed SSRS CCE Reports ..............................................................................................................13 Upgrading the Database. ......................................................................................................................................15 Verification instructions .......................................................................................................................................16 Server components ...........................................................................................................................................16 Client component .............................................................................................................................................16 Rollback instructions............................................................................................................................................17 Server................................................................................................................................................................17 Client ................................................................................................................................................................17 Issues fixed in CCE 4.1.2 .....................................................................................................................................18 Issues fixed in CCE 4.1.1 .....................................................................................................................................19 Solutions for specific issues .................................................................................................................................23 Running Configuration server on Windows 2008 OS .....................................................................................23 Invalid Queue Values for ASMediadirector.....................................................................................................24 CCE MS-CRM 4.0 ...........................................................................................................................................24 VDN Call Profile Report..................................................................................................................................24 CCE Reporting Guide - Agent Attendance ......................................................................................................26 CCE Reporting Guide - Agent Graphical Time Spent Daily ...........................................................................26 Settings for Time Zones which are not a multiple of full hours.......................................................................28 Virtual Agent....................................................................................................................................................28 Disable IDS Media Store Trace logs ................................................................................................................29 Creating ASMSDataX database ( Issue 13449 ) ..............................................................................................30 Removing old ASMSDataX database ( Issue 13449 ) .....................................................................................30 Non-administrator user Reporting Access .......................................................................................................31 Digitally Signed Emails ( Issue 13631 / 13591 )..............................................................................................35

Service Pack CCE 4.1.2

July 2010

Scope
This software update is only intended to be installed against the following release(s) of Contact Center Express: CCE 4.1 CCE 4.1.1 The CCE 4.1.2 Service Pack can be used on top of an existing CCE 4.1, CCE4.1 Patch 1, or CCE 4.1.1. It cannot be installed on top of CCE 4.1 Hotfix 1 (see below). Make sure that all of the provided setups will be installed on the system. CCE Service Packs are cumulative. That means that Service Pack CCE 4.1.2 includes all the updates of earlier Hotfixes and Service Packs. Therefore you dont have to install Service Pack CCE 4.1.1 before you install CCE 4.1.2. To deploy the CCE 4.1.2 Service Pack on a CCE 4.1 or on a CCE 4.1.1 system, all of the following listed steps must be done: -Installation of the CCE server processes which are part of the Service Pack -Installation of the CCE Client applications which are part of the Service Pack -Updating Deployed SSRS CCE Reports -Updating Database

CCE 4.1.2 Service Package

Name of Service Package : CCE412.ISO MD5 Checksum : 3c0a069dae06b9809c024c057539e22f

Service Pack CCE 4.1.2

July 2010

Installation
Before you start with the Installation please read the chapter Rollback instructions.
This section describes the upgrade process which is based on the Main Installer and on the setups. The Quick Installer Tool is not supported for this Service Pack upgrade. Use CCE412.ISO to create a DVD for installation on the server machines.

Important: If you have installed the CCE 4.1 Hotfix 1 (Contact Center Express Desktop 4.1.001 ) on the computer, then first uninstall the Hotfix, before you install the CCE 4.1.2 Service Pack.
To check if the CCE 4.1 Hotfix 1 is installed on your client computer open Add or Remove Programs Start / Settings / Control Panel / Add or Remove Programs Search the Contact Center Express Desktop in the Add or Remove Programs

If you find the above shown Version 4.1.001 of the Contact Center Express Desktop, then the CCE 4.1 Hotfix 1 is installed on the computer. Uninstall the Hotfix, before you install the CCE

Service Pack CCE 4.1.2

July 2010

4.1.2 Service Pack. Use the

Button to uninstall the hotfix CCE 4.1 Hotfix 1 (Contact Center Express Desktop 4.1.001 ) If you are using the ini file instead of the Configuration Server, be aware to backup the ini file of CCE Desktop before you uninstall the CCE 4.1 Hotfix 1 (Contact Center Express Desktop 4.1.001 ). Check this on each of the CCE client computer.

Server Installation
Stop CCE Servers
Before you run the CCE 4.1.2 Service Pack installation, ensure that all CCE server processes are stopped. All setups that update CCE services will stop them during installation. Nevertheless it is strongly recommended to stop all CCE services in advance manually for security reasons. You can use Windows Service Control panel to stop all the CCE Services. Note1: Most (See Note2) CCE Services are named with an AS prefixes, e.g: AS XML Server, AS Media Director, AS Email Media Store etc. Note2: CCE Configuration server service is named Active Configuration Server.

Install CCE Servers

Note: Since CCE Service Packs are cumulative, Service Pack 4.1.2 includes all the updates of earlier Hot fixes and Service Packs. When upgrading from R4.1.1 base release or R4.1.1 with Hot fixes 1, 2, or 3, answer No when prompted to uninstall the following components: License Director, Media Director, Preview Contact Media Store, Voice Media Store, and XML Server. When upgrading from R4.1.1 with Hot fix 4, answer No when prompted to uninstall the following components: License Director, Media Director, Preview Contact Media Store, Voice Media Store, XML Server, and Interaction Data Service. If you installed an earlier hot fix or Service Pack, it is possible that one of the installers is already installed on your system. For this reason, it is very important to answer the questions appropriately based on your current version. To install Contact Center Express Server Service Pack 2 1. Close all open applications. 2. Run the setup.exe file. The system displays the Choose Setup Language dialog box. 3. From the drop-down list, select the language you want to use for the installation and click OK.

Service Pack CCE 4.1.2

July 2010

4. Click Server.

Service Pack CCE 4.1.2

July 2010

5. Select License Director and follow the steps of the License Director Setup. The License Director Setup requires a reboot of the server machine. Select No at the end of the setup and do a reboot after you installed the rest of the following setups. 6. Select Interaction Data Server and follow the steps of the Interaction Data Server Setup

7. Click

Service Pack CCE 4.1.2

July 2010

8. Select Media Director and follow the steps of the Media Director Setup 9. Select XML Server and follow the steps of the XML Server Setup 10. Select Application Management Service and follow the steps of the Application Management Service Setup. 11. If you are using Virtual Agent then select Virtual Agent and follow the steps of the Virtual Agent Setup 12.Click Media Stores

Service Pack CCE 4.1.2

July 2010

13. Select Preview Contact Media Store and follow the steps of the Preview Contact Media Store Setup. 14. Select Simple Messaging Media Store and follow the steps of the Simple Messaging Media Store Setup. 15. Select Email Media Store and follow the steps of the Email Media Store Setup. 16. Select Voice Media Store and follow the steps of the Voice Media Store Setup. 17. Click Back

Service Pack CCE 4.1.2

July 2010

18. Click Media Gateways

19. Select Web Chat Gateway and follow the steps of the Web Chat Gateway Setup.

Service Pack CCE 4.1.2

July 2010

20. Select MSN Messenger Gateway and follow the steps of the MSN Messenger Gateway Setup. 21. Select AOL-ICQ Instant Messenger Gateway and follow the steps of the AOL-ICQ Instant Messenger Gateway Setup. 22. Select Communicator Gateway and follow the steps of the Communicator Gateway Setup. 23. Select Short Message Service Gateway and follow the steps of the Short Message Service Gateway Setup. 24. Select XMPP Gateway and follow the steps of the XMPP Gateway Setup. 25. Exit 26. Reboot the server machine. Note: At the end of Interaction Database Server Setup there is a message saying: Service failed to start. This message can occur even when the services started successfully. Refer to chapter Verification instructions, to check if all services started successfully.

CCE 4.1.1 Patch 1 Hotfix 1

The CCE 4.1.1 Patch 1 Hotfix 1 provides correction for the Issue 13409: Issue Description: In some cases the XML server stops monitoring the stations and VDN. If this Hotfix is necessary for your system, then follow the steps described below. The fix consists of two modifications: 1. Modification of the CCE XML Server 2. Modification of the AES TSAPI Client. Part one (XML server) is already included in CCE 4.1.2 Part two has to be installed as described below, if the hotfix is required. 1. Stop all services which are using the csta32.dll (Call Routing Server, XML Server, Interaction Data Services) 2. Copy csta32.dll from DVD\Utilities\Avaya AES Client\AES_Hotfix to windows\system32 directory

Service Pack CCE 4.1.2

July 2010

3. Start all services using the csta32.dll (Call Routing Server, XML Server, Interaction Data Services)

Service Pack CCE 4.1.2

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Client installation
To install Contact Center Express Client Service Pack 1 1. Close application CCE Desktop/Reporting applications. 2. Run the setup.exe file. The system displays the Choose Setup Language dialog box. 3. From the drop-down list, select the language you want to use for the installation and click OK.

4. Click Desktop.

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5. Select Contact Center Express Desktop and follow the steps of the Contact Center Express Desktop Setup. 6. Select Interaction Contact Center Express Reporting and follow the steps of the Contact Center Express Reporting Setup. 7. Exit

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Updating Deployed SSRS CCE Reports

Start the 4.1 CCE control Panel: i. Right click on the Media store Database node and select Deploy Reporting Files

ii. The database Utility screen will appear.

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iii. The Browse button will allow you to browse to the folder containing the Reports. This should default to the reports sub-folder under the Control Panel installed folder.

iv. Replace the entry <Enter IP Address or Machine Name> with the IP Address, machine name or DNS name for your SSRS Server.

i. Replace the entry <Enter Database Server Name> with the IP Address, machine name or DNS name for your SQL Server.

ii. Confirm that the Overwrite Reports tick box is selected.

iii. Now select Deploy. The process will begin

iv. When completed, Confirm that 31 Reports have been deployed..

v. Close the Utility tab.

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Upgrading the Database.

You have to upgrade the Database (ASMSControl) by using the Database Utility Upgrade Agent of the Control Panel. 1 Simply right-click on the relevant database node.

2 Once the database server has been checked, the following screen display will appear.

Note: Since there is a dependency between the versioning of ASMSControl database and ASMSData database the Version number of ASMSDatabase increases from 4.0.0.8 to 4.0.0.12.

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Verification instructions
This chapter describes how to verify if the installation of the Service Pack has been successful.

Server components
First way how to check if server components run properly: 1.) Open the services of Windows (Start->Control Panel->Administrative Tools->Services) 2.) Look for the upgraded components if they appear and if they are started AS AOL-ICQ Instant Messenger Gateway AS Application Management Director AS Communicator Gateway AS Email Media Store AS Interaction Data Server - Multimedia AS Interaction Data Server - View AS Interaction Data Server - Voice and Presence AS License Director AS Media Director AS Media Proxy Service AS MSN Messenger Gateway AS Preview Contact Media Store AS Simple Messaging Media Store AS SMS Gateway AS Virtual Agent AS Voice Media Store AS Web Chat Gateway AS XML Server AS XMPP Gateway Second way how to check if server components run properly: 1.) Open the CCE Control Panel 2.) Look at the left side of the Control Panel and verify that the upgraded components appear in the tree view

Client component
How to check if client runs properly: 1.) Start the client 2.) The application starts up and is running. 3.) Log in with an agent 4.) Change to the Control Panel and go to Media Directors->Media Director@<servername>->Media Clients. 5.) In the summary your agent appears

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Rollback instructions
This chapter describes how to remove the Service Pack, if malfunction of your system occurs.

Server
Before installing the Service Pack, please do following steps to have the chance to get back to the last working state: 1.) Backup the databases (ASContact, ASMSControl, ASMSDatax) 2.) Backup all the ini files of the CCE server processes and CCE desktop applications running on the server 3.) Now the installation of the server components of the Service Pack could be done. To get back to the last working state: 1.) Uninstall the server components the patch includes 2.) From the CCE 4.1 /CCE4.1 Patch 1 Installer, install the components that were uninstalled in the step 1. 3.) Restore the ini files for the server processes you have installed 4.) Restore the databases (ASContact, ASMSControl, ASMSDatax) 5.) Restart your server machine

Client
Before installing the Service Pack, please do following steps to have the chance to get back to the last working state: -Backup the ini file of the clients (if you are using the ini file for the Clients and not the Configuration Server) To get back to the last working state: 1.) Uninstall the client the patch includes 2.) Install the uninstalled client you have used BEFORE you installed the patch component 3.) Restore the ini file for the client (if you are using the ini file for the Clients and not the Configuration Server)

Service Pack CCE 4.1.2

July 2010

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Issues fixed in CCE 4.1.2

Issue Description Wallboard Agent Shift Total Calls Count varies with Agent outbound calls. When enabling the Wallboard Agent Shift Total Calls, the number increases by one when an agent makes an an outbound call and decreases when the agent drops the outbound call. Agent Shift Total Calls is decreases by one as the agent initiates outbound calls (internally or off switch). This includes the Agent Calls Per Hour as well. Monitor Failure Events in IDS Log The Agent Attendance report and Agent Graphical Time Spent Report are not matching. CCE 4.1 Excessive Disk Space Usage Problem. System running out of Hard Disk space. Further investigation identified the cause as being heaps (1000s) of IDSMediaStorePIXMLTransferTrace log files in each of the Media store folders. These logs files are hard coded to roll over at 10mb, and log their file names in a date/time format similar to the 129 logging of other CCE components The voice tab call controls in the agent desktop are greyed out for an ACD call when a direct call is placed on the same agent when handling an ACD call. i.e., an agent answered an ACD call and he can see all the call controls. Now when a direct call is placed on the same agent extension, the ACD call controls PrepareNextASMSDataDatabase stored procedure. Description missing On double click of second/third contact, call is made to the first contact. 1. Configure CCE with PMS. 2. Crate a interactions three different contact numbers. 3. Login an agent. 4. Have this preview interactions routed to this agent. 5. Select on the second contact. 6. Double click on the second contact, see if the call is made to the second contact or the first contact. Email Media store stops processing the normal emails once it receives a digitally signed email/banned email messages. The EMS gets into an infinite loop of trying to preprocess the digital Email. It reports (in log files)that the emails is marked as banned and moves it to the permanent storage.

13349

13372 13387 13389

13412

13414

13449

13564

13591

Service Pack CCE 4.1.2

July 2010

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Issue

13621

13631

Description CCE Supervisor Plug-in is not showing the right status after an outbound call.Customer is using "desk sharing". This is the reason why they can just monitor Agent ID. This is working fine. But if one Agent make an outbound call Supervisor Plug-in is showing all Agent's in "blue" and with an open call. CCE not able to proces the digital Email. It marks the Digitally signed email as Bannned email Dialing an invalid abbreviated code, hangs up the soft phone and the CCE desktop Customer is using abbreviated dialing to call internal or external users from the CCE desktop. On giving an invalid abbreviated dial code and closing the call on the CCE Desktop, the call still exists in the soft phone.It hangs up the soft phone and prevents the station from making any further calls. Issues when uploading the preview contacts to the database. On selecting the queue under the preview contact it takes huge time retrieve the contact information and it also delays the uploading of new contacts. In the CCE CP the alarms with the""Resolved"" state are shown in the Active Alarms and the ones with the ""Active"" State are shown in the Resolved Alarms. Email attachments being stripped off before delivering to CCE Desktop During an inbound call, if the work item window is closed(by mistake) before the call is answered,the answer button is still enabled.The agent can answer the call but all other voice controls like transfer,hold etc are greyed out. Customer & Agent History stop working with multiple ASMSData databases. If there is more than one ASMSDataX Databases and the Database Online is set to true for all, the history plugin does not populate any data for agent and customer history. After the restart of the EMS, all the emails which were queued up gets lost or rather does not get queue up once again after the restart. The emails that recieve after the restart continue to queue.

13637

13644

13665 13713

13727

13758

13776

Issues fixed in CCE 4.1.1

Issue 6418 Issue Description In the VDN-> Call Profile Report the Average speed of answer is always shown as "0". In tblVDNStats, TotalWaitSeconds is not recorded, although it is

Service Pack CCE 4.1.2

July 2010

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Issue

Issue Description recorded in tblAgentStats. It is zero all the time.

9394 11287

12907

13328 13331 13330

13371

13377

13382

13384

Installation of CCE 302 can cause AVAYA key to be deleted and break AES Client When having a call on hold with in CCE Desktop 3.0.2 and pressing the pin icon (Auto hide) on one of the plugins like history, presence, or session notes, the call is taken off hold. "This version of IDSVP no longer calculates the real-time value for VDN's Longest Call parameter time - value is always 0. The version in 3.0.4 (3.1.0.38) does calculate this value. QQ 157753 - 03/18/2010 - 5:15 PM IST In Real timeVDN Report : Longest Call parameter - value is always 0" AutoText Plug-in - EMail Display WorkCodes out of Order Exception in Presence plugin causes IDS-View cline to unregister conection and presence stops updating/stops working. Exception noted in Desktop log file log which then results in IDS-View Client unregistering from the IDS-ViewServer and presence stops working until desktop restarted. If someone edits the INI file manually, and enters in an invalid value when the media director starts the queue with a value of out of range (1..100), we are unable to edit the queue from the Control Panel -> Media Director section. Media director starting the queue with a value out of range (1..100). This needs to be restricted by one of the following, and log the messages When an Interaction is created in Preview Contact, then interaction appears to be set to a created state very early, which means that tit is often able to be delivered to an Agent before the work-item information is updated. This results in the Agent getting a blank (empty) Preview Contact work-item. If the work-item is suspended for immediate re-queue, then it is re-delivered and the data is now in place and can be displayed correctly for the agent. This problem is causing issues with Preview Contact, as well as Voice MEdia Store with Requested and Abandoned Callbacks. WebLM licensing installed. MS-CRM Licenses are consumed at 1 license. No MS-CRM license left to allocate after the primary license is consumed. So when agent 2 - 75 log in, they get an error stating no MS CRM license available. The control panel also shows the same, that there are no MS CRM license left to allocate. The IDS V&P shows incorrect real-time skill statistics when compared with 'monitor bcms skill' on CM. When the Agent state changes to 'Other' in 'monitor bcms skill' and changes back to 'Available' the IDS V&P doesnt make this agent available. ex: When Agent initiates a call and does not dial a number, the call fails and gets cleared. In this case, when agent initiates the call, IDS V&P decrements the Agent Available by 1.when call gets cleared the Agents Available is not incremented by 1. Comparision made using 1. On CM : monitor bcms skill <skill> 2. On IDS V&P : Using the sample application provided with the IDS V&P GetData -> StatisticInterval -> GetRealtimeSkill

Service Pack CCE 4.1.2

July 2010

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Issue 13402

Issue Description Forward email opens normally but does not contain the original email content to be forwarded. CCE Agent receives email. Email is received and rendered properly. Agent uses the CCE Desktop feature Forward Email to forward the email. The Forward Email feature should present a new email window with the forwarded email content. In this case, forward email opens normally but does not contain the original email content to be forwarded. Since upgrade from version 4.0.1 to 4.1 "Work Codes" in Work Code reporting are missing. All missed Work Codes are visible in dbo.workcodes. Work Code Reporting is using "GetWorkCodeHistory" stored procedure to display it on CCE Reporting tool. Report Category : VDN Report Name : Call Profile The CCE VDN Call Profile report displays an Average Speed of Answer of 0:01 while bcms reports an Average Speed of Answer of 0:08. The CCE VDN Call Profile report displays the % Within Service Level as 84.85% while bcms reports the % Within Service Level as 91%. The CCE VDN Call Profile (Graphical) report displays a service level of 91%, which is consistent with bmcs. XML Server uses the default values ie 0,0,0,0 as sendQSize, sendExtraBufs, recvQSize, recvExtraBufs It should use 250,50,250,50. XML Server needs to handle ACSERR_STREAM_FAILED ACSERR_BADHDL Since this is not currently handled, if a stream fails the XMLServer never releases the resources associated with this stream and creates a new one. As a result of which the stream count keeps on increasing and eventually the XML Server crashes If a configuration consists of two Skill Group Extensions, basically in previous IDS versions Wallboard would display about half the available agents as available. Now it displays 0 agents available. Agent availability count decreases by one. IDS V&P is stopped. Agent A in a call. Agent B in Available mode (one least one agent is to be in the Available mode) IDS V&P started. Check the Agents available using the sample client IDSClient.exe Agent A selects "AuxWork" as pending work mode. Check the Agents available using the sample client IDSClient.exe After the completion of the call Agent goes to AuxWork (as selected previously). Check the Agents available using the sample client IDSClient.exe AgentsAvailable is decremented by one The multimedia work item programs are configured in the Desktop Utility section to Automatically drop phantom call, and Agent available on interaction close: If Agent is In AUX and No Agent State Change, after the Agent Desktop receives a multimedia work item (either email or chat) when the agent either receives a direct station call and puts themselves in AUX or places themselves in AUX and makes an

13404

13407

13409

13410

13413

13415

13416

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Issue

Issue Description outbound call to another station, after completing the call the agent is made ready. This is not the desired behavior. This only occurs when Agent available on interaction close: If Agent is In AUX and No Agent State Change or If Agent is In ACW and No Agent State Change. This behavior continues until the agent Desktop application is exited and restarted. If the agent goes from Ready to AUX and receives or makes the same call prior to receiving a MM WI this does not occur. It appears that the Desktop is caching this value and applying it to this call scenario. It is also important to note that when Agent available on interaction close: is Never this behavior does not occur. The staffed time in agent attendance, agent group attendance and agent summary report does not match with the BCMS report. This issue has been observed for Indian Time Zone(GMT+5:30). Indian time zone has a time difference of 5:30 hours to the UTC time and not a multiple of a full hour. Post CCE 4.1 Patch 1 installation on a system running WebLM, the License Server service will not start. This behavior has been observed and reproduced on Windows 2008 and Windows 2003 Server installations.

13446

13448

Service Pack CCE 4.1.2

July 2010

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Solutions for specific issues

Running Configuration server on Windows 2008 OS
Issue 10760 To start the Configuration Server Manager under Windows 2008 with all necessary rights go to Start->All Programs->Avaya Contact Center Express->Server->Configuration Server and do a right click on Configuration Server Manager. In the context menu choose Run as administrator. Confirm that you want to start the Configuration Server Manager with Administrator rights and click Allow.

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Invalid Queue Values for ASMediadirector

Issue 13371 If the following Values for a Queue in ASMediadirector.ini file is set improperly (out of range 1..100) [Queue Email Queue_1] Queue ID = Email Queue_1 VDN = 6461 Phantom Station DN List = 21001-21002 Maximum Queued Work Items = 10 Maximum Queued Phantom Calls = 5 The Default values 10 will be taken for both of these two properties. Also fractional values are considered as out of range (invalid) values and in that case also the default value of 10 will be taken.

CCE MS-CRM 4.0

Issue 13382

To use MS CRM Connector, you need to buy one CCE MS-CRM license key. This will cover as many agents using MS-CRM connector, as the number of voice run-time license. Note: By Design there are no uncounted licenses in the CCE. Therefore made the changes to MS-CRM license to reflect the Voice License count if voice License is present.

VDN Call Profile Report

Issue 13405 Detailed description of the VDN Call Profile Report The VDN Call Profile Report consists of two different types of data. The one is displayed in the upper area of the report:

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This area displays the abandoned calls and answered calls for the VDN, where the data is split into time slices. To create this overview each call has to be evaluated by its detailed call sequence and timeline. The process generating and storing this information is the Voice Media Store. This is the same information as it is used for the call history display at the agent desktop and it is based on CCE Work Items. Calls which are abandoned in queue or only delivered to a station without related agent desktop are not considered in this area of the report. Answered Calls are counted once a Work Item gets accepted. Abandoned Calls are counted once a Work Item gets closed. The data for these events is stored to the exact DB time interval where the actual event takes place. This is opposed to the lower area, where all call related data is stored to the DB time interval at the end of the call. The lower area of the report displays total counters of answered and abandoned calls:

This information is created by the IDS Voice & Presence. It is the same information source as all other voice related historical reports and it is independent to the Voice Media Store (see above). The IDS Voice & Presence is using call related information provided directly by CM/AES. Therefore the counters

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in this report area are calculated in relation to answer/disconnect of calls, not in relation to Work Item acceptance/closure. Additionally, this area of the report includes information about calls in queue as opposed to the upper area. All data for these calls is stored to the DB time interval which belongs to the end/disconnect of the call (as opposed to the upper report area). As a result of the previous description the display of the two areas of the VDN Call Profile Report may differ in many cases, even if the processes are working correct as per design. All the other values of the report (times, percentages) are generated by the IDS Voice & Presence and therefore only related to the lower area of the report.

CCE Reporting Guide - Agent Attendance

Description adaption in CCE Reporting Guide, Chapter Agents Reports, Agent Attendance The description ACD Calls : The total number of split/skill and direct agent ACD calls answered by the agent. is not correct and is replaced by the description ACD Calls : The total number of inbound split/skill, direct agent ACD and direct calls answered by the agent.

Description issues in CCE Recording Guide, Chapter Agents Reports, Agent Split Skill The description Calls Answered: The number of split/skill and direct agent ACD calls that were answered by the agent. This total also includes outbound calls [preview dialing].) is not correct and is replaced by the description Calls Answered: The number of inbound split/skill and direct agent ACD calls that were answered by the agent.

CCE Reporting Guide - Agent Graphical Time Spent Daily

Description adaption in CCE Reporting Guide, Chapter Agents Reports, Agent Graphical Time Spent Daily The following described fields have been added: Field: Total Abandoned Seconds

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Description: The total time during the collection interval that the agent had split/skill and direct agent ACD calls ringing. Total Abandoned Seconds counts only if the call is not answered by the agent. In case call is answered Total Abandoned Seconds does not count. Database item or calculation [AgentStats]: SUM(TotalAbandonedSeconds)

Field: Total Available Seconds Description: The total time for the specified time period during which the agent was available to take ACD calls in any split/skill. Database item or calculation [AgentStats]: SUM(TotalAvailableSeconds)

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Settings for Time Zones which are not a multiple of full hours
Issue 13446 To setup a system running in a Time Zone which is not a multiple of a full hour (e.g. India at GMT+5:30) the parameter Statistics Interval Minutes in the ini-File of AIDServer (AIDServer.ini) needs to be reconfigured. The default value of 60 minutes needs to be set to max. 30 minutes for TimeZones which differ by x:30 minutes to GMT (for time Zones which differ by 15 minutes it has to be set to max. 15 minutes). This assures that the system gathers data with the appropriate granularity.

Virtual Agent
If you have issues with accessing the Virtual Agent WebService and you get an error message similar to the message below, then please follow the below listed instructions.

After installation of Virtual Agent and its WebService a configuration file web.config will be created in the path of the Virtual Agent WebService: Avaya\Contact Center Express\Server\Virtual Agent Web Service If there is a section in this file that starts with <!-- Remove this section after publishing

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and ends with </system.codedom> please remove it. You can check it on the server running IIS: Go to http://localhost/VirtualAgentWebService/ . If you get the following message Compiler Error Message: CS2001: Source file 'AssemblyInfo.cs' could not be found you should change your web.config as described above. If you press reload you will see the Service Page of Virtual Agent WebService. It is not necessary to restart any program or service!

Disable IDS Media Store Trace logs

The Media Stores are writing by default logs to the IDSMediaStorePIXMLTransferTrace log file. This could lead to increased disk storage allocation. To prevent this behavior, you have to modify the configuration of all media stores which you are running in your CCE system. Email Media Store: 1. Stop the service AS Email Media Store 2. Open the file ASEmailMediaStore.ini ( if you have used default installation, then you can find this file at Disk:\Program Files\Avaya\Contact Center Express\Server\Media Stores\Email Media Store ) 3. Edit in the section [IDS Media Store Plugin] the key Enable Trace and set the key to False 3. Store the ASEmailMediaStore.ini file. 4. Start the service AS Email Media Store Preview Contact Media Store: 1. Stop the service AS Preview Contact Media Store 2. Open the file ASPreviewContactMediaStore.ini ( if you have used default installation, then you can find this file at Disk:\Program Files\Avaya\Contact Center Express\Server\Media Stores\ Preview Contact Media Store ) 3. Edit in the section [IDS Media Store Plugin] the key Enable Trace and set the key to False 3. Store the file ASPreviewContactMediaStore.ini file. 4. Start the service AS Preview Contact Media Store Simple Messaging Media Store: 1. Stop the service AS Simple Messaging Media Store 2. Open the file ASSimpleMessagingMediaStore.ini ( if you have used default installation, then you can find this file at Disk:\Program Files\Avaya\Contact Center Express\Server\Media Stores\ Simple Messaging Media Store) 3. Edit in the section [IDS Media Store Plugin] the key Enable Trace and set the key to False 3. Store the file ASSimpleMessagingMediaStore.ini. 4. Start the service AS Simple Messaging Media Store Voice Media Store: 1. Stop the service AS Voice Media Store 2. Open the file ASVoiceMediaStore.ini ( if you have used default installation, then you can find this file at Disk:\Program Files\Avaya\Contact Center Express\Server\Media Stores\ Voice Media Store) 3. Edit in the section [IDS Media Store Plugin] the key Enable Trace and set the key to False 3. Store the file ASVoiceMediaStore.ini

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4. Start the service AS Voice Media Store

Creating ASMSDataX database ( Issue 13449 )

CCE 4.0 introduces a new database structure for CCE, and replaces the previous ASMediastore (and optionally the ActiveInteractionData) databases with a new database structure. The ActiveInteractionData and ASMediastore databases are combined into a new database subsystem fronted by the ASMSControl database. This in turn spawns and manages a series of ASMSDataX databases (where X=1,2,3 ,n). This mechanism provides CCE with an on-the-fly archival system that writes data once only. Reporting and other data retrieval functions address ASMSControl which decides which group of ASMSDataX databases to examine. Data retrieval then occurs across these databases. All mediastores and other database addressing servers now write to ASMSControl, not to other databases. CCE version 4.x does support an archiving function. It exist a store procedure to create a new "ASMSDataX" database. You can just set a "from date" and CCE will write all new data to another (new) "ASMSDataX" database. Use the following SQL query to prepare a new database and to set the "from date".

Important Note for systems with Email Media Store (EMS) : If the future Database is created and kept and if the EMS is restarted, it will not requeue old emails from the previous ASMSDataX database. To avoid this problem a hotfix for CCE 4.1.2 Service Pack will be provided. This Hotfix must be applied immediately after upgrading to 4.1.2.

Removing old ASMSDataX database ( Issue 13449 )

To remove any old ASMSDataX database with MS SQL Srv Mgmt Console: 1. Back up the ASMSDataX database. 2. Back up the ASMSControl database. 3. In Microsoft SQL Server Management Studio: 4. Right-click the ASMSControl.dbo.Databases node and click Open. 5. For the record with the databse name as ASMSDataX, set 0 in the DatabaseOnline column. 6. Right-click the database ASMSDataX and click Delete.

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7. Select the Close existing connections check box.

8. Click OK.

Non-administrator user Reporting Access

In this chapter are the necessary steps explained how to grant privileges to non-administrative users to access the reporting. Note: It is assumed that the SQL Reporting Server host is integrated into the same company domain as all of the client hosts. Configuration at the server

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1. Open at the server where the SQL Reporting Server is running an Internet Explorer and insert as address http://localhost/Reports and hit Enter. It takes up to 2-5 minutes until the following screen appears

2. Click on the tab Properties

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3. Click at New Role Assignment 4. Fill in at Group or user name following string: BUILTIN\Users 5. Tick the role Browser

6. Click OK. The Properties side appears with the new group assignment.

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7. Open the Contact Center Reporting client, configure at Tools->Options->Reporting the address information (see also Contact Center Express Reporting Guide.pdf) and click OK.

a.) SQL Server default instance installation

b.) SQL Server with named instance installation

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8. In the tab Reporting Selection the reports should be shown.

Digitally Signed Emails ( Issue 13631 / 13591 )

CCE now accepts Incoming Digitally Signed Emails. When an agent receives a digitally signed email, the digital signature, will be shown as an attachment, with the name smime.p7s. The signature isnt verified by CCE. The email will be displayed like a regular email. Reply wont show the original email. However the workaround is that, the agent can use forward email functionality to send the reply with original email.

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