Release of Service Pack1 for CCE 2.0.1 applications.

Components affected:

Agent                                                  - Service Pack (Agent201SP1.exe)

Media Client                                         - Service Pack  (MediaClient201SP1.exe)

WallBoard                                             -Service Pack (Wallboard201SP1.exe)

Email Media Store                                 - Self Extracting ZIP file (EmailMediaStoreR201_SP1.exe)

Simple Messaging Media Store              - Self Extracting ZIP file (ASSimpleMessagingMediaStoreR201_SP1.exe)

Web Chat ISAPI extension                    - Self Extracting ZIP file (ATWebChatExtR201_SP1.exe)

Web Chat Gateway                              - Self Extracting ZIP file (WebChatGatewayR201_SP1.exe)

Where to get these updates:

The files and Installation documentation can be downloaded from

http://www.avayacontactcenterexpress.com/Public_Service_Packs.htm

Release notes:

• These service packs provide a number of fixes for known issues as well as provide some new functionality. Please review the fixes and new functions listed below to determine if application of the service packs are required for your particular site.
• Agent can be updated by itself if it is not being used with Media Client or Wallboard otherwise all components need to be updated together. I.e. :
• Updating the Media stores requires the Media Client to be updated.
• If Media Client is being updated, Agent must also be updated.
• If Wallboard is being used as an Extension to Agent, both Agent and Wallboard need to be updated
• The Service Packs may be applied over existing 2.0.1 only. Any existing releases prior to this will first need to be updated to 2.0.1. To determine the release you have please refer to table 1 below for executable version numbers.
• Ensure all desktop CCE applications, including Media Proxy are stopped before applying the Service Packs.
• The service packs will retain existing configuration information but will not add any new entries into the configuration. This must be done manually as per the examples below.
• The new features are not documented in the help files. This information will not be available until the official release of version 2.1
• While the installation will not affect configuration files or databases, it is good practice to make backups of these prior to updating.
• Note: There is no rollback for the desktop application service packs. For Agent in particular test all integration and customization works correctly prior to rolling out into production.

Table 1:

Changes to Agent (and/or associated components):

• Agent would crash intermittently with no reason.
• The ActiveAgentRules and ASGRules components have been recompiled as advised by Microsoft, to overcome issues when operating on Dual processor machines. 
  
• Agent would intermittently generate a warning that indicated an Event limit had been reached.
• A warning message is no longer generated after receiving approximately 32000 calls without being restarted
  
• The Agent application could display additional parties on a call when being service observed particularly if the call was transferred from one agent to another.
• Service Observe and Single Step Conference parties are no longer displayed in Agent when performed in Silent mode
  
• The Abort Button in Media Client Preview Contact would not work after the conferenced party had answered.
• When outbound calls are made on non-ISDN trunks, the external parties are not identified by Avaya CT. Support has now been added in PhoneX for Preview Contact when used on non-ISDN outbound trunks.
  
• The function of the four small buttons on left side of the Agent bar is now able to be customized. When enabled, clicking on these buttons will raise a button clicked event in VBA which allow developers to provide their own functionality from within the VBA environment. The following configuration settings will be added to Agent:

[Customise Buttons]

Customised1 = True

Tooltips1 = “Display Account”

Picture1 = some.ico

Customised2 = False

Tooltips2 =

Picture2 =

Customised3 = False

Tooltips3 =

Picture3 =

Customised4 = False

Tooltips4 =

Picture4 =

Media Client new features and fixes:

Email:

• Attaching a file to an email reply prevented succeeding work items to be received
• This has been remedied
  
• Spell Check support has been added to Media Client.
• Dictionaries have been added to the Media Client directory.
• A button and language selection drop down has been added to Media Client Email form.
• The feature requires the following entry is required to be added to the General section in the Media Client configuration
  Spelling Check Dictionary Folder = .
  NB Note the period after the equals sign indicating the dictionaries are located in the current directory.
  
• A simple Address Book has been added to Email Media Client
• The file will be a simple text file with two values (name and address) comma separated
• Names must not have quotes and no comma in between names
  Example :
         “Joson, Nonito”,nonito@corporation.com     -> Invalid
          Joson Nonito,nonito@corporation.com          -> valid
• The feature requires the following entry is required to be added to the General section in the Media Client configuration
  Address Book File Name =  full path to AddressBook.tx
  
• Ability to enable/disable display of script attachments as scripts may be malicious
• The feature requires the following entry is required to be added to the General section in the Media Client configuration
  Enable Scripting In Email = True
• This value is False by default if there is no entry in the configuration
  
• Ability to enable/disable ActiveX controls in emails as the controls may be malicious
• The feature requires the following entry is required to be added to the General section in the Media Client configuration
  Enable ActiveX Control In Email = False
• This value is False by default if there is no entry in the configuration
  
• The ability to reply or forward an email multiple times
• Current Media Client behavior has the form close and the work item close when the agent presses the send button after a forward or reply action. An additional button has been added alongside “send” that allows the agent to send the reply to be sent but returns the agent to the original mail. The agent is then able to reply again or forward again. The agent is then able to close or suspend the email as now. Multiple sends are still recorded individually in the media store database. The existing button has been labeled "Send and close" and the new button labeled "Send". These buttons appear on both the reply and forward screens.

Preview Contact:

• Delayed Auto Dial has been added to the Media Client Preview Contact form.
• Currently when a campaign is set to “Initiate Contact” the first number in the list presented to the agent is dialed immediately the agent accepts the work item by answering the phantom call.
• With the following entry added to the Media Client configuration, a count down timer is now displayed next to a check box. The automatic dialing may be cancelled by unchecking the check box.
• The following  entry is required to be added to the General section in the Media Client configuration otherwise a default value of 20 sec will be assumed:
  Auto Dial Delay Seconds = 10
  
• It is now possible to pass the Contact ID of a Preview Contact work item to an external application
• When an agent accepts a Preview Contact work item by answering the phantom call, the Media Client will execute the application listed in the configuration item below and pass the Contact ID as a command line parameter.
• The following entry is required to be added to the General section in the Media Client configuration to enable this functionality
  Preview Contact External App =
  

Email media store and Media Client issues fixed by 2.0.1 SP are:

• When Reply addresses containing a comma such as lastname, firstname <email address>, the name was split into two addresses separated by a semi colon and the reply failed if it was not edited by the agent.
• Original message disappear after replying an email sent from Yahoo.
• Printable characters being inserted to reply email when attach files to a plain text format email.
• Support for viewing UUEncoded emails has been added as a default encoding scheme where MIME is not specified in the email header.
• MS Exchange undeliverable messages were being returned to the Email media store and then being forwarded to the Administrative account as unsupported format, before being passed through the undeliverable rules. The format is now supported and the email will now be processed by the undeliverable rules.
• Where email length was n*1024-X bytes (where X is the length of the response message for that POP3 server) stopped downloading of emails. It was not possible to continue processing emails until the offending email had been removed from the POP3 server.
• Tracing of POP3 communication has been added to help diagnose POP3 server errors.
• Note that this will generate a lot of trace information and also mailbox passwords will be recorded in clear text. This function will need to be used for diagnostic purposes only.
• The following configuration entry will be required to be added to the Error Log section in the configuration:
  POP3 Trace Enabled = True
  

Web Chat Gateway issues fixed by 2.0.1 SP1 are:

• Web Chat Gateway and ISAPI extension can become disconnected during, what possibly is an IIS cleanup function that unloads the ISAPI extension daily, requiring WCGW to be restarted.
• Some websites have been configured to block possibly malicious URL that contains an ampersand. Support for sending %26 instead of & in the URL to overcome security restrictions in IIS has been implemented and requires both Web Chat Gateway and ISAPI extension to be updated.
• A web chat client may receive the same message multiple times. This has been rectified.