Product

Issue Id

Comment

Application Management Client

9350

Through Control Panel it was only possible to select the Error Log Level from the main options (1,2,4,8). It is now possible to enter continuous logging levels such 129.

Note that the continuous logging levels should be used for diagnostic purposes only and then returned to a normal logging level, otherwise new log files will continue to be created until all hard drive space is consumed.

ASContact Database Management Plug-in

10482

When adding a contact through CCE Desktop, not all field options were available, such as ‘Business Fax’. Where appropriate, fields such as Phone Number now have a drop down to select what type of number is being entered.

ASContact Database Management Plug-in

10227

Double clicking on a group to view individual contacts in CCE Control Panel gave an error message. It is now possible to double click a contact group in Control panel to see the contents of the group.

ASDialEnhancement Plug-in

8755

Invalid XML document created when using <ESC> in the UUI. <ESC> is no longer available as an enhanced character in UUI.

ASMediaStore database

10573

The performance of mediastores has been improved by enhancing the method of accessing workitem information from the database.

ASMediaStore database

10085

The preferred method of creating a CCE database is to use the CCE batch files so that a record of database version is contained in the ASSystem table. This table will now be populated if the sql scripts are run directly.

ASMediaStore database

10462

Remove duplicate call to InsertErrorLog. Errors are no longer entered twice in the error log table.

AutoText Plug-in

9369

Enhancement to AutoText to have a Default WorkCode applied if the Workitem is closed. It is now possible to define a default work code that will be applied if no other work code is selected.

AutoText Plug-in

10933

Ampersand unable to be used in CCE Desktop's Auto Text. It is now possible to use ampersand (&) in auto text.

Configuration Manager

10837

Configuration Manager is slow to load users when CCE is configured for more than 1700 users. CCE Configuration Manager now better manages large numbers of users.

Configuration Manager

6812

The Configuration Manager properties dialog is now larger, making administration easier.

Contact Center Express Desktop

10293

Outbound interactions such as Email, Preview Contact and IM are now possible from CCE Desktop.

Contact Center Express Desktop

9248

In some cases workitem notes for all interactions were not presented to an agent when another interaction was received. This has now been resolved.

Contact Center Express Desktop

5254

GUI Host (Desktop Applications) doesn't properly support multiple monitors. CCE Desktop now remembers the last load position and is able to start up in different monitor. (It will not default to the primary monitor).
When CCE Desktop is resized across multiple monitors, the next time it loads it will open nicely to the monitor where the CCE Desktop most covers and with the last size. It will not default to the primary monitor with the maximum size.

Control Panel

10523

SMMS doesn't save change when editing window in control panel is closed. Save and Close functionality is now improved.

Control Panel

9783

Contact Database plug-in could not open/maintain a Contact DB when server name contains a dash. Control panel is now able to manage databases with server names that contain a dash or hyphen (-).

Control Panel

11216

Where supervisors require access to CCE Control Panel to manage Preview Contact programs and interactions, it is now possible to disable the service control context menu so that they cannot accidentally stop or start services.

Control Panel

11192

Corrected miss spelt words in tool tips.

Control Panel

11090

It is now possible to save an email. A configuration item either enables or disables this functionality.

Control Panel

9372

Preview Contact administration now allows the Media Director to be selected from a list of available media directors. This will prevent spelling mistakes from being typed in.

Customized Forms Plug-in

10567

Custom forms delivered with workitems now have scroll bars to allow them to be used with different screen resolutions.

Database Maintenance Scripts

10959

Previously new configuration items were not added to application templates after migration. From CCE 3.0.3 application templates will be updated with new configuration items.

Desktop Utility Plug-in

6832

It is now possible to configure a program to automatically change an agent to available on certain criteria such as when the last workitem is closed.

Directory Plug-in

10312

The user interface has improved the tab order.

Email Media Store Plug-ins

10968

Where an Outlook user has attached another email attachment to an email sent to CCE, the attached email message was not delivered to the agent. This has been resolved.

Email Media Store Plug-ins

10224

An invalid address in an email will no longer prevent other emails from being sent to the SMTP server.

Email Media Store Plug-ins

10770

A delay in email delivery after a server restart was caused by MS SQL generally being the last service to complete startup, stopping proper synchronization with email mediastore. The email mediastore now ensures it is synchronized with existing workitems in the database before beginning to process new emails.

Email Media Store Plug-ins

10816

Emails with attachments but no body text are now handled correctly.

Email Media Store Plug-ins

10522

The user interface has been improved so that if an invalid email address is entered, control is passed to the correct input field.

Email Media Store Plug-ins

10027

Where the attachment file name was not the exact same case in different parts of the email, some antivirus software would strip out the attachment. The attachment file name case is replicated throughout the email.

Email Media Store Plug-ins

7617

It is now possible to create a new email and send it from CCE Desktop without having to have received an email first.

Email Media Store Plug-ins

11045

The Resident Expert attachment used full path as the file name, it is now just the file name.

Email Media Store Plug-ins

11128

Email footers may now be either plain text or HTML as there is now a file for each type.

Email Media Store Plug-ins

11120

Automatic response may now be either plain text or rich text. The file extension txt or html determines what type of email is sent.

Email Media Store Plug-ins

11027

When forwarding to Resident expert it is now possible to add an attachment.

Email Media Store Plug-ins

10366

When a program in use by email mediastore is accidentally deleted, the email mediastore used to reject further inbound email. The email mediastore will now continue to use the deleted program Id until the queue is configured with a new program.

Email Media Store Plug-ins

6922

The order of email delivery has been improved by processing email files created when downloaded from the pop3 server, in reverse date order instead of alphabetical order.

Email Plug-in

11162

When a child interaction such as a reply email is closed, focus will be returned to the parent interaction and close/suspend enabled, saving the agent one extra mouse click.

Email Plug-in

10772

The ability to format email text has been improved with the inclusion of a HTML editor component.

Email Plug-in

10516

An image embedded in the body of an email could not bee seen sometimes and was only available as an attachment. The image will now be seen embedded.

Email Plug-in

9370

Plain Text Emails which the Agent replies using an ampersand '&' used to show up as ‘amp’ in an email body, the correct ‘&’ symbol will now be inserted.

Email Plug-in

11111

Removal of email aliases did not function correctly when replying to all. This has now been corrected.

Email Plug-in

11103

Limit Response to Sender - the To field was not being disabled. This has now been corrected.

Email Plug-in

11102

Include original email when replying or forwarding was not functioning properly. The original email body is now inserted or removed as appropriate. (Germany)

Email Plug-in

10830

To address disappears from email interaction when email is forwarded and the To: address was selected from the Director and then the subject edited. This has now been resolved.

Email Plug-in

9745

Send email to, Cc email to and Bcc email to in the Directory plugin are enabled when forwarding an email to Resident Expert. Forward to Resident Expert should only allow defined resident experts to be selected.

Email Plug-in

11208

A friendly name with comma, the comma was changed to a semicolon and was treated as an invalid email address. This is now corrected.

Email Plug-in

11084

There is now a save email function and a shortcut key associated with it.

Email Plug-in

11046

Email print now prints the attachment section details.

Email Plug-in

10970

There is now a shortcut key for Attach.

Email Plug-in

10889

To open a URL contained in an email the user must right click and select to open in a new window. This prevents URL’s being opened and displayed in the email body.

Email Plug-in

7809

It is now possible to select to save all attachments at the same time.

Email Plug-in

6256

The user now receives an error message if the email To: address is not properly formatted.

Email Plug-in

5140

Select, Copy, Paste and align are now right click options is the email body.

Interaction Data Server - View

9842

It is now possible for IDS View to poll IDS Voice in less than 10 second intervals. This should only be done on very small environments (<10 users) as it may impact CCE or AES performance. The default minimum value of 10 seconds is still recommended.

Interaction Data Server - View

9727

Connection string parameters were sometimes deleted from configuration file if the connection string was deleted.

Interaction Data Server - Voice and Presence

10819

Configuration items for Agent polling have been removed. Agent events is now a requirement for IDS-voice.

Interaction Data Server - Voice and Presence

10846

Old version did not write to DB if Agent state was the same as before. Now it should write to DB if agent is AUX or ACW allowing a reason code to be captured, even if the state remains the same.

Media Controller Plug-in

10797

Media Controller attempts to reconnect to Media Proxy on a regular basis if that connection failed. The agent no longer has to logout and log back in to reestablish the connection.

Media Controller Plug-in

9825

CCE Desktop now contains the correct Media Proxy port if the default value is deleted for any reason.

Media Proxy

10831

Media Proxy configuration file has added a new entry to fix the issue of losing connection to MD (<lifetime renewOnCallTime="4M"/>). This reduces the chance of Media Proxy being disconnected if the workstation is under resourced or experiences a temporary peak load at the time a heartbeat is meant to occur.

MS CRM Plug-in ASMSCRMGuiPlugin.dll: 3.0.3.0

10284

MS CRM 4 is now supported.

Presence Plug-in 3.1.0.4

9706

The relationship between agents and station has changed along with other improvements to Supervisor.

Preview Contact Media Store R302

9747

An administrator is now able to create a Preview Contact within CCE Control panel that includes a preferred agent id.

Preview Contact Media Store 3.0.2

7598

An administrator is now able to select a Media Director and then a queue from a drop down list, preventing errors that may have occurred when typing it in manually.

Reporting Plug-in 3.0.2

10977

Queue entry in the real-time report is now selectable from a list as opposed to having to remember and enter a GUID.

Rules Plug-in 3.0.1.10

5923

Entering a Rule that contained sequential CCE variables, �llerDN%�lledDN% caused invalid rules to be created due to the two %% signs. This has been resolved.

Short Message Service Gateway 3.0.2.15

9060

The ability to create an out SMS message from right click menu in the directory has been included.

Simple Messaging Media Store

10249

If ProgramID is empty or the program does not exist in the DB, SMMS Queue will be closed. The reason is displayed on the AMC summary page e.g. "Closed (ProgramIDEmpty)"

Spell Checker Plug-in

9925

Spell Checker dictionary has been improved and the Add button has been enabled.

SQL Maintenance Scripts

10348

CCE database maintenance scripts are used to update configuration server application templates with new configuration items.

Suite Installer

11182

CCE services will now be created with a default setting to restart the service one minute after failure.

Suite Installer Reporting 3.0.3

11129

Default layout for newly installed desktop applications has been improved.

Suite Installer

11177

A CCE installer is now provided to copy the ASContact database creation files to a directory on the hard drive.

Supervisor R302

10355

Text menus were seen as “caption=xxxx’ when the language was changed to Turkish. Improvements have been made for displaying unsupported languages.

Supervisor R302

10056

CCE Supervisor could display multiple calls under a single agent as a result of incorrect events in the CTI stream. These events are now catered for.

Template Plug-in ASGUIHTemplateInterface.dll 3.1.1.6

10925

An email template that allows text and attachments to be inserted into an email is now available.

User Plug-in

10219

CCE Desktop now contains advanced work codes that can force a user to enter a work code or apply a default work code.

User Plug-in 3.0.2

10064

The text descriptions for AUX and logout reason codes have now been separated into separate lists.

Voice Plug-in 3.1.0.7

10384

As trying to complete a transfer or conference may fail while in vector processing, the menu option to complete these functions is disabled on a queued event and re-enabled on a Delivered event.

Voice Plug-in

10314

The Drop Release button has been moved to the end of the Voice toolbar with a separator to prevent accidentally disconnecting a caller when attempting to transfer or conference a call.

Wallboard Plug-in

10554

CCE Wallboard would stop scrolling after being resized. This has been resolved.

Wallboard Plug-in

10545

It is now possible to optionally suppress the “IDS Connection Error” from being displayed in the Wallboard plugin.

Web Chat for IIS

2643

A request to be able to send custom parameters from a web page as part of a CCE Web Chat has been included and an example of the web page change required will be posted in the Knowledgebase.

Work Item History Plug-in 3.0.2

9738

Agents are now only able to retrieve those workitems that are listed as either closed or suspended. Workitems in other states may be listed but cannot be retrieved.

Work Item Notes Plug-in ASWorkItemNotesPlugin.dll 3.0.2.1

9665

Agents are now able to dial from Workitem Notes, similar to Session Notes functionality.

XML Core Client 3.0.2

10763

Blind transfer did not work when used with 16CC SIP phone. This has been resolved.

XML Core Client

10506

A heartbeat has been added to XML Client/Server communication to stop false license usage where the network or OS was maintaining IP sockets that should have been closed.

XML Core Client 2.1.2.0

1780

Help file correction:
VB: "Null" should be "Nothing".
asxmlClient1.CSTAMonitorStart (ThisDeviceID, enMonitorType.device, null)

XML Server 3.1.0.30

11171

XML Server recovery from a network failure has been improved.

XMLTransferServer

9570

Components such as IDS View Client multicast feature would not work in a routed environment due default TTL in windows being 1. This is now explicitly set to 128.