Contact Center Express

CCE 3.0.4 Released July 2009

Simon Fitz-Gerald — Sat, 04 Jul 2009 05:20:29 GMT

Summary

CCE 3.0.4 is an installable service pack release incorporating all updates since version 3.0. The purpose of this latest version is to continue with ongoing improvements to CCE without requiring engineers to run a multitude of updates post implementation.

Using the Upgrade and Migration document provided on the DVD, previous versions of CCE may be upgraded to 3.0.4.

Download CCE 3.0.4

http://www.avayacontactcenterexpress.com/Public_ISO_Images_3.0.4.htm

Release Notes

The following specific issues have been resolved in this release:

Issue No.	Problem	Solution
12725	Replies from Resident Experts that are to be returned Direct to Customer are not recorded in IDS.	The events are now properly triggered and are recorded in to the ActiveInteractionData database.
12728	Email queue sends to invalid Email address and receives ""Error In Sending"" message. EMS creates an email to send to the Queue administrator and saves it in Permanent storage, but never sends it.	All error in sending emails are now delivered to the SMTP server.
12746	Emails downloaded from Konica Fax Server display attachment in CCE Desktop, but it cannot be opened.	These particular PDF email attachments are now able to be opened in CCE Desktop
12747	Closing the workitem using the X in the document does not complete the workitem and it is requeued by design.	An enhancement means that it is now possible to optionally configure CCE Desktop to allow the agent to close a workitem using the X on the document and this will close the workitem as 'Complete Success' and the workitem will not be requeued.
12268	The option from a context menu to Cut, Copy or Paste was lost during a hotfix.	The menu option is now available again.
12981	Presence plugin is resource intensive and may not update all entries.	Presence Plugin has been further optimised to improve its performance.
11541	When retrieving a historical chat session multiple times, the Simple messaging plugin displayed each line in the chat a number of times corresponding to the number of times it had been retrieved.	The Simple messaging Plugin now displays a retrieved conversation in its correct form.

Issues resolved in previous 3.0.3 hotfixes include;

CCE Desktop & CCE Reporting:
Issue 12211:
If the Email Mediastore queue REPLY-TO address is different from the Queue email address
the Reply-to address is not used in reply emails. This has been resolved and the Reply-to address is used.

Issue 12372:
When typing a reply to a plain text email, pressing enter uses a HTML paragraph which looks like a double linefeed.
This has been changed so typing a reply in consistent when replying to either a rich text or plain text email.

Issue 12269:
Right Click Cut/Copy/Paste menu no longer works after upgrading to 3.0.3_01.
This has been resolved and the right click context menu has been resolved.

Issue 12621:
Multiple Screen Pops appears when CCE Desktop Rules is used to display a MS CRM screen pop.
This has been resolved and multiple document windows will no longer be displayed in CCE Desktop.

Issue 12806:
In Simple Messaging the user can not copy text from the Conversation window (sent and received messages).
This has been resolved and this information can now be copied from the CCE Desktop application.

Issue 12045:
MS CRM plugin unable to process a CCE Rules based return event and open a MS CRM document window to
display Contact or Account details. A return event will now be correctly processed.

Issue 11716:
In the email plugin, the TAB key can be used to move between fields, To, From, CC, BCC and subject,
but it never returned the user to the body of the email.
This has been resolved and the body is included in the TAB list.

Issue 11717:
Default cursor location for email work item was not the Email Body when replying to an email.
This has been resolved and the email body is now default.

Issue 11962:
Spellcheck is not enabled when originating a new email from CCE Desktop;
This has ben corrected and when creating a new email within CCE Desktop, spell checker will be enabled.

Issue 11743:
Default save location for email attachments was My Computer;
This has been changed and now the default location is Windows User default folders.

Issue 11719:
Email addresses and hyperlinks were not able to be clicked from within an email body;
This has been resolved and both open an appropriate application when clicked.

Issue 11504:
When attaching a document to an email, the dialog by default is only showing image files, .bmp. gif etc
rather than all files; The default has been changed to show all files.

Issue 11999:
When editing an email, Copy, Cut and Paste buttons sometimes they are not enabled;
This has been resolved and the buttons are now enabled.

Issue 11863:
IClarity - IClarity was requesting a IPSoft V6 rtu in Communication Manager.
This has now been resolved and a IPSoft V5 rtu is now requested

Issue 11786:
IDS View Client has been changed to provide performance improvements in the delivery of event information
to consumer applications such as Presence and Wallboard.

Issue 11712:
Performance improvements have been made in Presence with regard to the consumption
of event information and the update of the display grid.

Issue 11549:
In some circumstances changing the receive by multicast setting stops Presence from working.
This has been resolved and it is possible to switch between modes, provided of course that multicast
is enabled on the customers network.

Issue 11434:
Presence plug-in not handling culture control language strings correctly.

Issue 11517:
Presence - OtherPhone is the default agent ID field.
The OtherPhone field is ASContact is current recommended location for entering the agent id,
and BusinessPhone for the station number. A specific agent id field may be provided in a later release of the database.

Issue 11524:
The Session Notes save location returns to default after a restart. This is now saved in configuration.

Issue 11989:
Wallboard Plugin - When using Configuration Manager to edit Agent, Skill, or VDN settings,
a single record will not be displayed, or if there are multiple agents configured,
the last record will not be displayed even though the application uses the configuration correctly.
This has been corrected and all configured devices will be displayed in Configuration Manager.

Issue 11924:
Wallboard Plugin - Alerts for Queues only work in isolation and not with VDN or Agent.
Alerts can now be applied to a mixture of devices.

Issue 11787:
Workitem Alert - Appears not to work but was actually hidden by other windows.
The Workitem Alert has been changed to ensure it is displayed on top of other windows.

Email Media Store:
Issue 12215:
Replies from Resident Expert that are to be returned direct to Customer are not captured and recorded
in the IDS for reporting purposes. This information is now captured and stored.

Issue 12110:
When an email is retrieved at CCE Desktop, the Email Mediastore also creates a copy of the email and
queues it to Media Director for delivery to an agent.
The Email Mediastore no longer causes a duplicate email to be delivered to agents as a result of retrieving a workitem.

Issue 11915:
Multiple copies of the same emails are delivered when the Phantom Call is RONA'd (routed on no answer);
This has been corrected and will no longer occur.

Issue 11621:
Some emails received by the email mediastore do not get queued to the Media Director.
The next time, when the EMS is restarting, these emails are processed first before rest of the emails;
This has been corrected and all emails are now processed as they arrive.

Issue 11882:
Email work-item priority is changed when work-item is suspended;

Issue 12015:
Auto Response attachments are missing when the auto response is fired to closed sender group and denied sender;
Auto responses now contain attachments when these are configured.

Issue 11746:
When an email is unable to be sent due to SMTP or similar problems the email Mediastore should send an email
to the defined administrators email account but this was not always happening.
This has been resolved and error in sending emails are now always sent out.

Issue 11678:
When an email is received with a format that cannot be displayed, an error email was sent to the defined
system administrator account but did not attach the problem email.
This has been resolved and the problem email is attached for investigation by the system administrator.

Preview Contact Media Store:
Issue 12630:
When large numbers of campaigns and schedules (for example 200 queues each with 10 schedules)
are created for Preview Contact, the result could place a load on the SQL server.
The surrounding stored procedures have been optimised to improve SQL performance.

Issue 11502:
Preview Contact Media Store - When the MediaController_WorkItemRefDelivered and
MediaController_WorkItemRefEstablished events fired for a Preview Contact workitem, the workitem type is not correct. This could potentially affect development of a custom plugin that was required to use this value; This has been resolved and the correct value is used as per developer documentation.

Media Director:
Issue 11832:
Under some circumstances Media Director fails to recycle phantom calls.
While the behaviour is incorrect this does not affect normal operation of CCE.
This has been resolved and recycling of phantom calls now occurs every time.

I have been trying to setup the CCE ODBC connection to CMS. I have installed the OpenLink 5.2 version of the ODBC software, and I am able to use the ODBC connection. As per the IDS user guide I have d a File DSN with the name CMS. When I start the IDS MM process I get an error saying that the DSN can not be found. When I have tested the connection, the test comes back successful. Any ideas on what I have done wrong would be appreciated. Thanks, Josh [IDS MMAE CM

Simon Fitz-Gerald — Thu, 11 Jun 2009 10:42:29 GMT

Question

I have been trying to setup the CCE ODBC connection to CMS. I have installed the OpenLink 5.2 version of the ODBC software, and I am able to use the ODBC connection. As per the IDS user guide I have created a File DSN with the name CMS. When I start the IDS MM process I get an error saying that the DSN can not be found.

Response

As at April 2008 there is a known issue with the OpenLink 5.2 driver for CMS. Once this issue is resolved we will then investigate any outstanding problems as the resolution to this problem is unclear, whether it will be an updated driver or a different method of connection to CMS.

Update

The Open Link Driver is to be no longer used for connectivity to CMS. Instead the Informix client driver is to be used however this requires CMS itself to be modified. Please contact your local Avaya support to arrange this. Note CCE 3.0.3 is the minimum version required to support File DSN.

Applicable to

Avaya Contact Center Express 3.x

How can I integrate the CCE forms for e-mail and chat wrap up functionality.

Simon Fitz-Gerald — Tue, 02 Jun 2009 16:37:26 GMT

Question

How can I integrate the CCE forms for e-mail and chat wrap up functionality.

Response

The forms provided by CCE, which you can customise so agents can fill in information to wrap up an interaction are administered through CCE Control Panel. Initially only available for Preview Contact CCE 3.0.2 now includes them for Email and Chat.

The forms are created and can be customised per program and will be delivered to the agent as a separate tab along with the workitem. The results of the form are stored in the database in the assocated data table, linked to the work items interaction ID. The key in the assocated data table (of the Topic/Key/Value) will be the name of the control on the form - the name you gave it at design time, the value in the associated data table will be the data from the control.

A link to a document describing the development of a form is contained in the link below.

Applicable to

Avaya Contact Center Express 3.0.2

CCE 3.x to CCE 4.0 Migration scripts

Simon Fitz-Gerald — Thu, 28 May 2009 02:07:59 GMT

Download Information

This download contains the two database scripts and utility application required to export existing configuration and historical data from the CCE 3.0.3 ASMediastore database to the CCE 4.0 ASMSControl and ASMSData databases.

Applies To

CCE 3.0.3 migration to CCE 4.0

Migration Instructions

The order in which things are required to happen during an upgrade may vary depending on the customers requirements depending on whether the migration is:

A straight migration of components on the same server and database server.
Required to remain working during the migration process while CCE 4.0 goes through User Acceptance Testing before the final change to 4.0.
The opportunity is taken during upgrade to migrate either or both the CCE servers and SQL Server to new hardware.

The basic order in which the migration needs to be completed is as follows, assuming it is a straight upgrade from CCE 3.x to CCE 4.0:

Upgrade the current version of CCE to CCE 3.0.3 or higher, including upgrading the databases to the current version.
Create the CCE 4.0 databases on the same SQL server as the existing ASMediaStore database.
Run the database script Convert History to ASMSControl 4.0.sql to copy across existing programming and historical data.
Upgrade the CCE services to CCE 4.0.
Reconfigure the Email Mediastore to connect to the ASMSControl database and commit the changes .
Run the Email Mediastore update utility EMSUpdate.exe to associate the existing email program id's with the email mediastore.
Finally before putting the new CCE 4.0 version into production the Convert Live Interactions to ASMSControl 4.0.sql script is run to move across any interactions that are not yet completed such as created or suspended interactions.

To complete the CCE upgrade and migration please follow the "Contact Center Express 4.0 Upgrade Migration Guide.pdf" document (starting page 13) along with the additional notes below. An updated Contact Center Express 4.0 Upgrade Migration Guide.pdf isavailable for download. In this document the pdf output has beencorrected with working hyperlinks.

Upgrade and Migration Additional Information

Start the upgrade following the Upgrade and Migration Documentation (Page 13).
If required upgrade the existing databases (pages 14 - 20).
Create the CCE 4.0 databases (Pages 21 - 22) Note: The new databases can be created by running the batch files directly from the DVD if the SQL server has a DVD drive and there is no need to copy the files across.
Download the database conversion script below, now renamed Convert History to ASMSControl 4.0.sql (Page 23).
Run the sql script noting the new file name (pages 24 - 26)
Upgrade the remaining databases and services to CCE 4.0 (pages 27 - 36)
Modify the Email Mediastore configuration (Pages 37 - 39)
Download the Email Mediastore update utility EMSUpdate.exe from below

Copy EMSUpdate.exe to where Email Media Store is installed.
The default location is “C:\Program Files\Avaya\Contact Center Express\Server\Media Stores\Email Media Store”
To execute the EMSUpdate.exe. Click on the Start button and Run option and run the following assuming installed on the C drive.
"C:\Program Files\Avaya\Contact Center Express\Server\Media Stores\Email Media Store\EMSUpdate.exe" "/f C:\Program Files\Avaya\Contact Center Express\Server\Media Stores\Email Media Store\ASEmailMediaStore.ini"
You will see the “Succeed to insert record”. To exit, please click on the [x].
Check the table of ProgramMediaStore table, the correct program id and EMS Mediastore EntityIid is inserted successfully. Note: Re-running the utility will not duplicate records.
Email Media Store now able to work as normal after the Email mediastore service has been restarted.

Complete the upgrade of the rest of the CCE components as per the upgrade and migration document.
Finally complete the migration of any workitems that have not been delivered or may be suspended. Download the Convert Live Interactions to ASMSControl 4.0.sql sql script the same way the first sql script was run.

The upgrade and migration to CCE 4.0 is now complete.

Downloads

Convert History to ASMSControl 4.0.sql
Convert Live Interactions to ASMSControl 4.0.sql
Email Mediastore Update Utility
Contact Center Express 4.0 Upgrade Migration Guide.pdf

Current known issues CCE 3.0.3_01

Simon Fitz-Gerald — Wed, 27 May 2009 02:06:42 GMT

Summary

As issues are discovered this article will be updated with issue description and workaround where one exists.

Applies To

Current version of CCE which is 3.0.3 update 01.

Symptoms

Component	Symptom	Comment
CCE Desktop -Rules Wizard	When using the Rules Wizard to edit an existing rule, the end result may be the new rule appended to the existing rule and the rule will not work. This problem affects only some combinations events and actions.	The only work around at this stage is to edit the rule directly in Configuration Manager or in the .ini file for CCE Desktop.
CCE Control Panel - RSS Feeder	The RSS Feed no longer works with CCE Control Panel as a result of the upgrade to this Kowledgebase website.	Browse to http://support.avayacce.com and select the RSS feed you would like to have displayed in CCE Control Panel, for example "Latest Known Issues", by selecting the desired RRS button and copy the URL from the browser, for example http://support.avayacce.com/LatestRss.aspx?TabID=5 In CCE Control Panel, go to the menu Tools \| Options and select the Latest Support News tab and paste in the URL. Click Apply and OK.

'Split Skill' and 'Agent SplitSkill' Report error CCE 4.0

Simon Fitz-Gerald — Wed, 27 May 2009 02:06:09 GMT

Summary

In CCE 4.0 there is an error in the 'Agent Split Skill' and the 'Split Skill' reports. Information in the problem reports is not grouped correctly. The attached file contains updated reports to resolve this problem.

Applies To

Agent Split Skill and the Split Skill reports in CCE 4.0 Reporting

Deploying Updated Reports

Unzip the attachment in a temporary location
Copy the "Split Skill.rdl" file to the "C:\Program Files\Avaya\Contact Center Express\Desktop\Contact Center Express Control Panel\Reports\Split Skill" folder. (Overwrite the existing file)
Copy the "Agent Split Skill.rdl" to the "C:\Program Files\Avaya\Contact Center Express\Desktop\Contact Center Express Control Panel\Reports\Agent" folder. (Overwrite the existing file)
Using CCE Control Panel, deploy the reports the same way you did intially. Note that you will need to confirm that the Overwrite Reports tick-box is checked, but this should be the default value
Once deployed, run the reports again. Both the reports should now say v4.0.0.1 at the bottom.

Download

Updated CCE 4.0 Report files

what do I use to edit a .vaa file

Simon Fitz-Gerald — Fri, 08 May 2009 09:47:31 GMT

Question

what do I use to edit a .vaa file

Response

The CCE Agent VBA files (.vaa) can only be edited by the CCE Agent application. CCE Agent contains a complete VBA Integrated Development Environment (IDE). Using the CCE Agent Administration application you will need to allow CCE Agent to be able to edit the VBA project.

Note: Do not open a shared production .vaa file for editing as this will stop agents from being able to access it. Do all development and testing on a separate file in a different directory and when ready for production copy the file to the production directory.

Applicable to

Avaya Contact Center Express all versions

CCE and AES compatibility chart

Simon Fitz-Gerald — Fri, 08 May 2009 09:04:30 GMT

Question

What versions of CCE are compatible with what versions of AES and Avaya CT?

Response

	CCE 2.0.x	CCE 2.1	CCE 2.1.1	CCE 3.0.x	CCE 4.0
CVCT 3.x to 11.x with CVCT Client	Y	Y	Y	N	N
Avaya CT 1.3 with Avaya CT Client 1.3	Y	Y	Y	N	N
Avaya CT 1.3 with AES Client 3.1.1	Y	Y	Y	Y	N
AES 3.0 with Avaya CT Client 1.3	N	Y	Y	N	N
AES 3.0 with AES Client 3.1.1	N	Y	Y	Y	N
AES 3.1 with Avaya CT Client 1.3	N	N	Y	N	N
AES 3.1 with AES Client 3.1.1	N	N	Y	Y	N
AES 4.0 with Avaya CT Client 1.3	N	N	Y	N	N
AES 4.0 with AES Client 3.1.1	N	N	Y	Y	N
AES 4.1 with AES Client	N	N	Y	Y	N
AES 4.1 and below with AES Client 4.2.1 and above	N	N	Y	Y	Y Note 1
AES 4.2 with AES Client 4.2.1 and above	N	N	Y	Y	Y

Note 1: CCE 4.0 is required to be installed against AES 4.2.1 which is provided on the CCE DVD or a later version from Avaya. This AES Client is compatible with previous versions of AES server (see Note 2 below) however AES 4.2 server is required to take advantage of the CCE named license in AES.

Note 2: Please refer to Avaya AES documentation for backwards compatibilty and support of AES Client versions with versions of AES and Avaya CT server.

Applicable to

Avaya Contact Center Express all versions

CCE 4.0 Supported Operating Systems and platforms: Citrix, Vista and Terminal Services

Simon Fitz-Gerald — Fri, 08 May 2009 03:14:46 GMT

Question

What Operating Systems and platforms are supported by Avaya CCE 4.0

Response

CCE 4.0 Applications	CCE Desktop	Supervisor	Reporting	CCE Control Panel	CCE Server components

Operating Systems and Environments

Windows XP SP2 (Eng)	T	T	T(E)	T	-
Windows XP SP2 (Fra)	T	T	T(E)	T	-
Windows XP SP2 (Ger)	T	T	T(E)	T	-
Windows XP SP2 (Ita)	T	T	T(E)	T	-
Windows XP SP2 (Jap)	T	T	T(E)	T	-
Windows XP SP2 (Kor)	T	T	T(E)	T	-
Windows XP SP2 (Por)	T	T	T(E)	T	-
Windows XP SP2 (Rus)	T	T	T(E)	T	-
Windows XP SP2 (SCH)	T	T	T(E)	T	-
Windows XP SP2 (Spa_Cast)	T	T	T(E)	T	-
Windows XP SP2 (Spa_Col)	T	T	T(E)	T	-
Windows XP SP2 (TCH)	T	T	T(E)	T	-

Windows Vista	T	T	S(E)	T	-

Windows XP SP2	T	T	T(E)	T	-
Windows 2008 Server	-	-	-	-	S
Windows 2003 Server SP2	-	-	-	-	T

Windows XP 64Bit edition	NS (F)	NS (F)	NS (F)	NS (F)	-
Windows 2003 Server 64Bit Itanium	-	-	-	-	NS (F)
Windows 2003 Server 64Bit AMD	-	-	-	-	NS (F)

Windows Terminal Services	S	S	S(E)	S	-
Windows Terminal Services 64Bit	NS (F)	NS	NS (F)	NS (F)	-


Citrix Presentation Server 3.0	S	S	NS	S	-
Citrix Presentation Server 4.0	S	S	NS	S	-
Citrix Presentation Server 4.0 64Bit	NS	NS	NS	NS	-

VMWare Server	-	-	-	-	S
VMWare ESX Server	-	-	-	-	S
VMWare Virtual Desktop Infrastructure	S	S	S	S	-

Microsoft Virtual Server 2005	-	-	-	-	S
Microsoft Virtual PC	S	S	S	S	-

Key

S = Not Tested but Supported

T = Tested and Supported

NS = Not Supported

(F) = Support expected in future versions currently with no timeframe

(E) = English Language Only

Important Notes:

1)This table in no way implies anything other than Avaya CCE is testedand supported. E.g. Avaya CT and AES Clients and IClarity are notcurrently supported in Citrix or 64bit environments. IClarity is notsupported on MS Vista. In these instances applications such as CCEDesktop may have reduced capability such as VoIP not being available.

2)A specified Service Pack specifies the minimum supported service packlevel - Service Packs above those listed can be assumed to be supportedbut not necessarily tested.

Applicable to

Avaya Contact Center Express 4.0

CCE 4.0 Named Licensing

Lloyd Taylor — Fri, 08 May 2009 03:11:58 GMT

What is CCE Named Licensing?

Named Licensing is a feature of AES that allows Contact Center Express 4.0 to monitor devices via the AES TSAPI interface without incurring TSAPI license usage, meaning that TSAPI Basic and TSAPI Advanced Licenses are not required in AES WebLM, and that TSAPI basic licenses are not consumed when a device is monitored by CCE

Named licensing is NOT required for CCE to operate, however using “XML Server” and “Interaction Data Server – Voice and Presence” and "Call Routing Server" without named licensing enabled will incur TSAPI license usage.

Refer to the AES documentation for more details about TSAPI licensing.

XML Server, Interaction Data Server - Voice and Presence and Call Routing Server

The CCE “XML Server”, “Interaction Data Server – Voice and Presence” and "Call Routing Server" can each perform a Named Licensing Challenge to AES to confirm the presence of the CCE Named License - If this challenge fails, then the applications will default back to using TSAPI licensing if that is available. If No TSAPI licenses are installed and Named License Challenge fails, then no devices will be monitored.

CCE Supervisor

The CCE Supervisor 4.0 application DOES NOT use the CCE Named Licensing feature, this means that normal TSAPI Licensing would still be required for operation of this component

Requirements

There are 3 requirements for Named Licensing Operation:
- CCE Named License to exist in WebLM on the AES Server
- An encrypted TLINK
- AES Client 4.2.1 or later on the CCE Server

Configuring and Troubleshooting AES

Firstly the CCE Named License must exist on the AES Server. This can be verified using the WebLM interface to AES and reviewing the installed license for the following license "CCE_001, BasicUnrestricted, AdvancedUnrestricted"

Secondly, the TLINK providing the interface to Contact Center Express must be encrypted. This is configured in AES in the CTI Adminstration section under the TSAPI Links node. The required configuration parameter is either Encrypted or Both (Both will provide an Encrypted and un-encrypted Link)

Once configured, the secure TLINK will be denoted with a CSTA-S in the TLINK Name

Thirdly, AES Client 4.2.1 or later must be used on the CCE Server to take advantage of the Named Licensing feature. This is the minimum required version of AES and any attempt to install “XML Server” and “Interaction Data Server – Voice and Presence” or "Call Routing Server" without first installing this (or a later) version of AES client will fail with the following message

AES Client 4.2.1 can be found on the CCE 4.0 DVD or ISO in the Utilities Folder under "Avaya AES Client" folder

Configuring and Troubleshooting CCE Components

Once AES has been correctly administered for Named Licensing, then the CCE components can be configured to take advantage of it

XML Server: XML Server has a configuration parameter "Perform Named Licensing Challenge", setting this value to True will cause the XML Server to query the AES server for the existence of the Named Licensing.

Once the configuration has been saved and the XML Server has issued the challenge, the result can be confirmed using the CCE Control Panel by reviewing the Summary page of the TLINK for the status of the "Named Licensing State:".

Interaction Data Server – Voice and Presence: The Interaction Data Server – Voice and Presence has a configuration parameter "Perform Named Licensing Challenge", setting this value to True (1) will cause the Interaction Data Server – Voice and Presence to query the AES server for the existence of the Named Licensing.

Once the configuration has been saved and the Interaction Data Server – Voice and Presence service has been started , the result can be confirmed by reviewing the IDSError Log file after start-up and confirming that Named Licensing has Succeeded.

Call Routing Server: The Call Routing Server also has a configuration parameter "Perform Named Licensing Challenge", setting this value to True (1) will cause the Call Routing Server to query the AES server for the existence of the Named Licensing.

Once the configuration has been saved and the Call Routing Server service has been started , the result can be confirmed by reviewing the ACRS Log file after start-up and confirming that Named Licensing has Succeeded.

Considerations

The TS-Test application included with AES Client is currently not configured to be able to take advantage of the CCE Named Licensing feature, this means that an AES system correctly configured with CCE Named Licensing but with NO TSAPI Basic licensing will fail during a TS-TEST.

This issue has been raised with Avaya and is currently awaiting resolution.

In this instance, a CCE XML Test would correctly work to identify that successfully communication has been achieved between the XML Server and CM using the configured TLINK

TS-SPY traces however can still be used when CCE components are using the Named Licensing feature.

More Information

More information about AES licensing and features can be found in the AES administration Guides

Keywords

Named Licensing, Named License, TSAPI, CCE 4.0, Installation, XML Server, IDS, Call Routing Server

CCE 3.0.3 Supported Operating Systems and platforms: Citrix, Vista and Terminal Services

Simon Fitz-Gerald — Fri, 08 May 2009 03:08:40 GMT

Question

What Operating Systems and platforms are supported by Avaya CCE 3.0.3

Response

CCE 3.0 Applications	Agent	CCE Desktop	Supervisor	Reporting	CCE Control Panel	CCE Server components

Operating Systems and Environments

Windows XP SP2 (Eng)	T	T	T	T(E)	T	-
Windows XP SP2 (Fra)	T	T	T	T(E)	T	-
Windows XP SP2 (Ger)	T	T	T	T(E)	T	-
Windows XP SP2 (Ita)	T	T	T	T(E)	T	-
Windows XP SP2 (Jap)	T	T	T	T(E)	T	-
Windows XP SP2 (Kor)	T	T	T	T(E)	T	-
Windows XP SP2 (Por)	T	T	T	T(E)	T	-
Windows XP SP2 (Rus)	T	T	T	T(E)	T	-
Windows XP SP2 (SCH)	T	T	T	T(E)	T	-
Windows XP SP2 (Spa_Cast)	T	T	T	T(E)	T	-
Windows XP SP2 (Spa_Col)	T	T	T	T(E)	T	-
Windows XP SP2 (TCH)	T	T	T	T(E)	T	-

Windows Vista	NS	T	T	S(E)	T	-

Windows XP SP2	T	T	T	T(E)	T	-
Windows 2003 Server SP2	-	-	-	-	-	T

Windows XP 64Bit edition	NS (F)	NS (F)	NS (F)	NS (F)	NS (F)	-
Windows 2003 Server 64Bit Itanium	-	-	-	-	-	NS (F)
Windows 2003 Server 64Bit AMD	-	-	-	-	-	NS (F)

Windows Terminal Services	S	S	S	S(E)	S	-
Windows Terminal Services 64Bit	NS	NS (F)	NS	NS (F)	NS (F)	-


Citrix Presentation Server 3.0	NS	S	S	NS	S	-
Citrix Presentation Server 4.0	NS	S	S	NS	S	-
Citrix Presentation Server 4.0 64Bit	NS	NS	NS	NS	NS	-

VMWare Server	-	-	-	-	-	S
VMWare ESX Server	-	-	-	-	-	S
VMWare Virtual Desktop Infrastructure	NS	S	S	S	S	-

Microsoft Virtual Server 2005	-	-	-	-	-	S
Microsoft Virtual PC	NS	S	S	S	S	-

Key

S = Not Tested but Supported

T = Tested and Supported

NS = Not Supported

(F) = Support expected in future versions currently with no timeframe

(E) = English Language Only

Important Notes:

2)A specified Service Pack specifies the minimum supported service packlevel - Service Packs above those listed can be assumed to be supportedbut not necessarily tested.

Applicable to

Avaya Contact Center Express 3.0.3

CCE 3.0.2 Supported Operating Systems and platforms: Citrix, Vista and Terminal Services

Simon Fitz-Gerald — Fri, 08 May 2009 03:07:17 GMT

Question

What Operating Systems and platforms are supported by Avaya CCE 3.0.2

Response

CCE 3.0 Applications	Agent	CCE Desktop	Supervisor	Reporting	CCE Control Panel	CCE Server components

Operating Systems and Environments

Windows XP SP2 (Eng)	T	T	T	T(E)	T	-
Windows XP SP2 (Fra)	T	T	T	T(E)	T	-
Windows XP SP2 (Ger)	T	T	T	T(E)	T	-
Windows XP SP2 (Ita)	T	T	T	T(E)	T	-
Windows XP SP2 (Jap)	T	T	T	T(E)	T	-
Windows XP SP2 (Kor)	T	T	T	T(E)	T	-
Windows XP SP2 (Por)	T	T	T	T(E)	T	-
Windows XP SP2 (Rus)	T	T	T	T(E)	T	-
Windows XP SP2 (SCH)	T	T	T	T(E)	T	-
Windows XP SP2 (Spa_Cast)	T	T	T	T(E)	T	-
Windows XP SP2 (Spa_Col)	T	T	T	T(E)	T	-
Windows XP SP2 (TCH)	T	T	T	T(E)	T	-

Windows Vista	NS	T	T	S(E)	T	-

Windows XP SP2	T	T	T	T(E)	T	-
Windows 2000 Workstation	S	S	S	S(E)	S	-
Windows 2000 Server SP4	-	-	-	-	-	S
Windows 2003 Server SP2	-	-	-	-	-	T

Windows XP 64Bit edition	NS (F)	NS (F)	NS (F)	NS (F)	NS (F)	-
Windows 2003 Server 64Bit Itanium	-	-	-	-	-	NS (F)
Windows 2003 Server 64Bit AMD	-	-	-	-	-	NS (F)

Windows Terminal Services	S	S	S	S(E)	S	-
Windows Terminal Services 64Bit	NS	NS (F)	NS	NS (F)	NS (F)	-


Citrix Presentation Server 3.0	NS	S	S	NS	S	-
Citrix Presentation Server 4.0	NS	S	S	NS	S	-
Citrix Presentation Server 4.0 64Bit	NS	NS	NS	NS	NS	-

VMWare Server	-	-	-	-	-	S
VMWare ESX Server	-	-	-	-	-	S
VMWare Virtual Desktop Infrastructure	NS	S	S	S	S	-

Microsoft Virtual Server 2005	-	-	-	-	-	S
Microsoft Virtual PC	NS	S	S	S	S	-

Key

S = Not Tested but Supported

T = Tested and Supported

NS = Not Supported

(F) = Support expected in future versions currently with no timeframe

(E) = English Language Only

Important Notes:

1) This table in no way implies anything other than Avaya CCE is tested and supported. E.g. Avaya CT and AES Clients and IClarity are not currently supported in Citrix or 64bit environments. IClarity is not supported on MS Vista. In these instances applications such as CCE Desktop may have reduced capability such as VoIP not being available.

2) A specified Service Pack specifies the minimum supported service pack level - Service Packs above those listed can be assumed to be supported but not necessarily tested.

Applicable to

Avaya Contact Center Express 3.0.2

Sending additonal data during the initiation of a web chat session

Simon Fitz-Gerald — Thu, 07 May 2009 22:47:50 GMT

Summary

In CCE Web Chat, how can I pass additional information from the web page the customer uses through to the agent?

The web page Default.asp can be modified to include additional textboxes to capture information from the customer. This information will be passed through with the web chat workitem as 'additional data'. This information can be displayed to an agent without having to create any new custom plugins to replace the existing simple messaging plugin by creating a 'custom form' in CCE Control Panel for the web chat program.

Applies To

This applies to the web chat asp pages found in CCE 3.0.3 and CCE 4.0

How To

The first thing that needs to be done is to modify the Default.asp page as found in the following director after a default installation:

C:\...

The modifications are shown in red below in extracts from the Default.asp file and the complete file can be downloaded from here Default.aspx

This should result in the web page presented to the customer as shown below:

To display the information to an agent, the easiest way is to associate a custom form with the chat program. These custom forms are created in CCE Control Panel and require no external development environment and only limited developer experience. In the screen shot below a custom form has been created by right clicking on the expanded Chat program 'forms' node and selecting to add a form. On the form itself the a label and textbox have been added. The name of the textbox must be the same as the parameter name being being sent forward from the web page as the associated data key name, in this case Parameter1. Save and close the form.

When a conversation is initiated by a customer, the chat session will now be delivered to the agent with an additional form tab shown on the side of the chat window as shown below. In this case it has the tab label Form0.

When the form tab is clicked, the textbox will be populated with the data sent forward from the web page as shown below. The associated data key/value pair will also be available programmatically for developers to use if required.

CCE 4.0 Released April 2009

Lloyd Taylor — Tue, 05 May 2009 03:22:13 GMT

New Features in Avaya Contact Center Express 4.0.

The 4.0 release of CCE sees some major changes:

The reporting engine has moved to Microsoft SQL Server Reporting Services (SSRS).
The backend CCE databases have been restructured to:

Allow additional information to be stored for greater reporting capability.
Reduce duplication of data by IDS and Mediastore databases.
Deliver a mechanism for archiving of data while maintaining reporting across the archives.

A new component called Voice Mediastore to capture voice interaction data for both reporting purposes and to deliver call related information to the agent in CCE Desktop.
A new component called Virtual Agent which when combined with a web service worker will allow Voice Portal to communicate with, and add information to voice interactions.
An Outbound worker for Virtual Agent that enables emails and SMS text messages to be automatically sent out.
Additional CCE Desktop CTI functionality by including a DMCC connection through AES.
The beginnings of centralised alarm gathering and notification of these alarms.

There are two changes to CCE installation prerequisites:

The CCE Reporting application requires the installation and configuration of Microsoft's SQL Server Reporting Services (SSRS). Microsoft's SSRS is now the reporting platform for CCE. This lays the foundation for a more standards orientated mechanism for custom report design and delivery.
Where AES Client installation is required, for IDS, CRS and XML services or CCE Supervisor application, the minimum AES Client version is 4.2.1 as delivered on the CCE 4.0 installation DVD. Attempting to install CCE 4.0 against an older version of AES Client will result in an error during installation of the listed CCE components and will require AES Client to be upgraded before installation of these CCE components can continue.

Reporting

CCE Reporting allows call center supervisors to monitor and analyze the activity of the contact center. Microsoft's SQL Server Reporting Services is now the reporting platform for CCE. This lays the foundation for a more standards orientated mechanism for custom report design and delivery. CCE Reporting is an easy-to-use and helpful application that produces comprehensive reports on all major facets of a multimedia contact center environment. It renders a wide range of both historical and realtime reports that are essential for optimization of the contact center.

Reporting generates the following Historical Reports -

Agent: Agent Attendance, Agent Graphical Time Spent Daily, Agent Group Attendance, Agent Login-Logout (Skill), Agent Split Skill, Agent Summary
Interactions: Conversations And Interactions, Customer Statistics, Customer Statistics - Order By Agent
Outcomes: Queue Service Level, Work Code
Programs And Schedules: Program Interactions, Program Interactions - Date Details, Program Interactions - Date Details (Order By Agent), Program Schedules, Program Schedules - Daily And Weekly Schedules, Program Schedules - Monthly And Yearly Schedules, Program Statistics, Program Status
Split Skill: Split Skill, Call Profile (Graphical), Split Skill Service Level (Graphical), Split Skill Summary, System Report
VDN: Call Profile, Call Profile (Graphical)

Reporting generates the following Realtime Reports -

Agent Reports: Realtime Agent Status – State, Realtime Agent Status - State (Order by agent), Realtime Agent Status – Statistics, Realtime Agent Status - Statistics (Order by agent)
Device Reports: Realtime Device Status
Queue Reports: Realtime Queue Status - Count Statistics, Realtime Queue Status – State, Realtime Queue Status - Time Statistics
VDN Reports: Realtime VDN Status

Introducing the new CCE 4.0 ASMSControl and ASMSDataX Databases

The ActiveInteractionData and ASMediastore databases are combined into a new database system fronted by ASMSControl database. ASMSControl database in turn spawns a series ASMSDataX databases where X=1,2,3…,n. This mechanism provides CCE with an on-the-fly archival system that writes data once only instead of having to manually archive data periodically.

The ASMSControl database contains all the information regarding Programs and Schedules, Autotext, Templates and other configuration items as well as currently active interactions.
The ASMSDataX database contains all the event information associated with current and historical interactions that have taken place.

An initial ASMSData database is created at installation and a stored procedure is used to create the new additional ASMSData databases. Creating these additional databases may be done immediately post installation, creating databases that would be automatically used in the future, such as quarterly. Alternatively the new databases can be created at any time, such as when approaching the database size limit on SQL Express. CCE Reporting and other data retrieval functions all reference the ASMSControl database which determines which group of one or more ASMSDataX databases to examine, meaning reporting will work across these multiple databases while keeping these databases a manageable size.

Voice Media Store

The Voice Media Store delivers voice work items to contact center agents via CCE Desktop. Voice work items are 'answered' by agents who verbally respond to a customer's inquiry while processing (and closing) the work item on their screen. Voice work items are stored like other multimedia work items (eg. email or simple message work items) in the ASMS Control and ASMS Data Databases.
Agents can use any number of the features available to them via the desktop application such as:

Assigning a work code to their voice work item
Recording notes for their voice work item (or displaying previously made notes for a work item that has history)
Printing all the information relating to their voice work item
Inserting autotext into their work item notes (or any text field on a customized vertical tab)
Viewing the conversation history of a customer, or retrieving a work item that was previously closed.

Voice Media Store allows the client desktop to offer the complete set of features available with non-Voice including Work Codes, Auto Text, Notes and History. It offers the follow functionality out of the box: Station Missed Call Alerting, Abandoned Call Assistant, Customer Requested Callback, Customer Identification Assistant, Call Diversion Manager, Priority Customer Routing, Last Agent Routing, Station Call Summary Mailer

Virtual Agent

Virtual Agent is a CCE service that allows you to process work items using 'virtual' agents instead of real agents. It gives you the ability to send out email or text messages to customers via a group of virtual agents - essentially creating an automated messaging service. What's more, Virtual Agent gives customers who call a phone number answered by an Avaya Voice Portal, access to data that is stored in CCE's customer database. Once again, Virtual Agent’s process the multimedia work items that are generated when these incoming phone calls are received. There is no manual effort (other than some initial set-up by an administrator) required.
Virtual Agent’s process work items the way 'real' agents do - they log into CCE's XML Server, consume a station DN and (optionally) an agent ID, and then wait to receive and deliver CCE work items. The Virtual Agent service supports up to 300 concurrent virtual agents, each capable of receiving one work item per second. The service starts automatically with the server's operating system, and is fully configured via CCE Control Panel.
It is envisaged that in time, Virtual Agent working in tandem with the Web Service Worker Plugin will render much of the same control and functionality (if not more) provided by IVR Server in CCE 3.x (which has since been discontinued in CCE 4.0).

Virtual Agent Web Service

Much of the functionality associated with this work item is made available via a web service that will be available to consuming applications (like Dialog Designer) and will allow complete control of the work item such as accept, close, suspend, and other Work Item specific functions. The web service also gives access to work item data, notes and chat functionality.

Support for Dialog Designer (Avaya IR/Voice Portal)

Previously, CCE 3.03 integrated with IR using TAS code and a custom DIP. This functionality has been replaced by the Virtual Agent Web Service. This allows direct access from the Dialog Designer VXML into CCE and will give IR/VP script access to all Work Item data for all work item types. Each IVR Port will be configured as a Virtual Agent end-point and will consume a CCE IVR license.

Outbound Worker

This is the second Virtual Agent worker currently available in CCE 4.0. The Outbound worker is intended as a mechanism to automatically send simple outbound messages to a list of contacts that have been loaded in to a Preview Contact program. The Outbound Worker can be used to send SMS (Short Message Service) text messages to mobile phones as well as simple email messages as well.
The outbound worker receives Preview Contact workitems the same as an agent sitting at a desk would, therefore requires the same Voice and Multimedia licenses, and automatically processes these workitems. Examples:

A customer calls and wants to a call back at a certain time. The agent is able to create a new PC callback with the customer’s details, which is then suspended until the required time. The two interactions (voice and callback) are linked and can be reported on as one.
A customer calls and talks to an agent and the customer wants a follow-up email that confirms the conversation. The Agent is able to create this email within CCE and send it to the customer ensuring that both email and voice are reported on together, and the conversation stays within CCE so that replies from the customer are also tracked.

DMCC Plug-in

The main change in CCE Desktop is the inclusion of the Avaya DMCC interface. This closes the gap on end-point functionality that is not accessible via the TSAPI interface. This allows CCE Desktop to communicate with the station it is connected to as though the buttons were being pressed on the phone itself. On connecting to the station, the buttons configured in the Communication Manager for that station will displayed within CCE Desktop. DMCC buttons may be placed on either a left or right toolbar in addition to the standard top and bottom toolbars.
CCE Desktop supported DMCC features: Malicious call trace activation, Malicious call trace controller, Stroke count, Send all calls, Work codes, Call forward, Auto dial, Account, Vu-Stats, Headset, EC 500, Hunt group night service, User-to-User information, Bridged Appearance, VDN of origin repeat, Oldest queued time, Supervisor assist, Abbreviated dial, Busy indicator, Mute Far-end, Queued calls.

Alerting and Alarming

Significant strides have been made with CCE to bring together a common management interface. Today we have the Application Management Director and the Control Panel which work in concert to allow CCE service applications to be managed from a central point. Currently all major CCE applications can now be managed via the CCE Control Panel and these applications can register themselves with the Application Management Director.
Until now however, CCE Control Panel has not given any indication of the status of an application or the different sections within it. CCE 4.0 introduces a mechanism that allows alerting and alarming to be incorporated into the entire product suite. The addition of alarming and notification will be an ongoing exercise and existing applications will have this functionality fitted over the next few releases of these products. Currently only License Director, Media Director and some aspects of XML Server has support for this new alerting and alarm feature.

Download

http://www.avayacontactcenterexpress.com/Public_ISO_Images_4.0.htm

Training Lab exercises

Lloyd Taylor — Tue, 05 May 2009 02:34:22 GMT

Question

Are the CCE classroom training lab exercises available for download?

Response

The classroom Implementation training lab exercises have been made available for download as these courses have been designed to step a participant through a practical implementation of Contact Center Express in the same way it would normally be implemented on site if the labs are worked through in order. The exercises have been developed for a classroom environment that has a Communication Manager and Application Enablement Server implemented and working, and an agent PC and a server. The agents PC is a default installation of Windows XP Professional while the server is Windows 2003 Server with Internet Information Services (IIS) installed and Microsoft SQL 2005 Express as a default instance. In the classroom training these PC's are supplied as VMWare instances.

Two files are available for download below.
- LabsCCE303.zip contains the exercises in Microsoft Word documents for use with CCE 3.0.3.
- LabsCCE40.zip contains the exercises in Microsoft Word documents for use with CCE 4.0.

The lab exercises are not supported through this forum. The correct forum for discussing concepts and issues associated with this documentation is during the classroom training. For a list of available courses in your region please refer to the Avaya University website at www.avayau.com and search for the course code AVA00883H00. (Note: Avaya University Training is only conducted on Contact Center Express 4.0)

Applicable to

Avaya Contact Center Express 3.0.3
Avaya Contact Center Express 4.0

Links

LabsCCE303
LabsCCE40

CCE 3.0.3 Upgrade and Migration documentation.

Simon Fitz-Gerald — Thu, 30 Apr 2009 09:08:29 GMT

Question

Where is information regarding upgrading and migrating CCE?

Response

The latest upgrade and migration documentation can be found on the CCE 3.0.3 DVD or may be downloaded separately from the link below.

Applicable to

Avaya Contact Center Express 3.0.3

Contact Center Express 3.0.3 released July 2008

Simon Fitz-Gerald — Thu, 16 Apr 2009 02:08:53 GMT

CCE 3.0.3 Released July 7th 2008

CCE 3.0.3 is a service pack for CCE for 3.0.x or may be installed as a complete new installation. It is available for download using the URL's below. Included in the documentation directory (D:\Documentation\Overview and Miscellaneous) is a Upgrade and Migration document and the release notes copied below.

Ensure that after downloading and before attempting to install CCE 3.0.3, the MD5 checksums are used to verify the downloaded files.

CCE 3.0.3 Known issues at release

Presence plugin may not display data when used in a non-English environment.

Advanced work codes are unable to be edited after being saved during creation.

Opening Tools Options in CCE Desktop causes all devices listed in Interaction Data Server to have a notification set, increasing IDS workload.

These known issues will be resolved as soon as possible.

CCE 3.0.3 Release Notes

CCE 3.0.3 is an installable service pack release incorporating all updates since version 3.0. The purpose of this latest version is to continue with ongoing improvements to CCE without requiring engineers to run a multitude of updates post implementation.

Using the Upgrade and Migration document provided on the DVD, previous versions of CCE may be upgraded to 3.0.3. The upgrade from 3.0.2 to 3.0.3 is fairly straightforward – simply stop all the CCE 3.0.2 applications, then run the 3.0.3 installations over the top of the 3.0.2 environment, and finally run the database maintenance batch files before restarting applications and services.

Several usability enhancements have been made in CCE 3.03. Email handling is now better with the inclusion of templates and a HTML toolbar for managing text editing. Reporting has also been improved to include a number of statistical reports and allow for a wider range of input criteria. Plus, new outbound interactions such as email, IM, SMS and Preview Contact can now be created directly from the agent desktop.

A Knowledge Transfer is available from the link below. Download and unzip to a temprary directory and open index.html.

Note: As was the case in CCE 3.0.2, MS SQL 2005 is the minimum requirement for CCE 3.0.3.

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.

CCE 3.0.3 hotfixes released April 2009

Simon Fitz-Gerald — Thu, 16 Apr 2009 02:06:41 GMT

Summary

A number of hotfixes have been created for CCE 3.0.3. This includes changes to CCE Desktop and CCE Reporting applications, Email Mediastore and Media Director as well as database changes that affect all mediastores. These hotfixes will eventually be rolled up into a service pack release, CCE version 3.0.4.

Applies To

In the table below, for each of the implemented 'installed applications', the appropriate hotfix should be applied. These hotfixes can only be applied CCE 3.0.3 installations or 3.0.3 update 01.

	Hotfix
Installed Application	CCE_DT_303_03	CCE_RPT_303_02	CCE_MD_303_01	CCE_EMS_303_02	SQLScriptUpdateUtility
CCE Desktop	Yes
CCE Reporting		Yes
CCE Email			Yes	Yes	Yes
CCE Preview Contact			Yes		Yes
CCE Simple Messaging			Yes		Yes

Note: The SQLScriptUtilityonly copies the required SQL scripts in to the ASMediastore Script directory. The 'Run AS Maintain Database.bat' file must still be run to apply the update to the database.

Symptoms

The following table contains a list of the identified issues that have been resolved and which hotfix resolves it.

Application	Issue #	Hotfix	Comment
CCE Desktop	11504	DT_03; RPT_02;	When attaching a document to an email, the dialog by default is only showing image files, .bmp. gif etc rather than all files; The default has been changed to show all files.
CCE Desktop	11716	DT_03; RPT_02;	Email work item Tab behaviour has changed between 302 and 303 and now cannot Tab to Email Body
CCE Desktop	11717	DT_03; RPT_02;	Default cursor location for email work item was not the Email Body when replying to an email. This has been resolved and the email body is now default.
CCE Desktop	11719	DT_03; RPT_02;	Email addresses and hyperlinks were not able to be clicked from within an email body. This has been resolved and both open an appropriate application when clicked.
CCE Desktop	11743	DT_03; RPT_02;	Default save location for email attachments was My Computer; This has been changed and now the default location is Windows User default folders.
CCE Desktop	11962	DT_03; RPT_02;	Spellcheck is not enabled when originating a new email from CCE Desktop; This has ben corrected and when creating a new email within CCE Desktop, spell checker will be enabled.
CCE Desktop	11999	DT_03; RPT_02;	When editing an email, Copy, Cut and Paste buttons sometimes they are not enabled; This has been resolved and the buttons are now enabled.
CCE Desktop	12045	DT_03; RPT_02;	MS CRM plugin unable to process a CCE Rules based return event and open a MS CRM document window to display Contact or Account details. A return event will now be correctly processed.
CCE Desktop	12621	DT_03; RPT_02;	Multiple Screen Pops appears when CCE Desktop Rules is used to display a MS CRM screen pop. This has been resolved and multiple document windows will no longer be displayed in CCE Desktop.
CCE Desktop	12806	DT_03; RPT_02;	In Simple Messaging the user can not copy text from the Conversation window (sent and received messages). This has been resolved and this information can now be copied from the CCE Desktop application.
CCE Desktop	12372	DT_03; RPT_02;	When typing a reply to a plain text email, pressing enter uses a HTML paragraph which looks like a double linefeed. This has been changed so typing a reply in consistent when replying to either a rich text or plain text email.
CCE Desktop	12211	DT_03; RPT_02;	If the Email Mediastore queue REPLY-TO address is different from the Queue email address the Reply-to address is not used in reply emails. This has been resolved and the Reply-to address is used.
CCE Desktop Email plugin	12269	DT_03; RPT_02;	Right Click Cut/Copy/Paste menu no longer works after upgrading to 3.0.3_01. This has been resolved and the right click context menu has been resolved.
Preview Contact Mediastore	11502	DT_03; RPT_02;	When the MediaController_WorkItemRefDelivered and MediaController_WorkItemRefEstablished events fired for a Preview Contact workitem, the workitem type is not correct. This could potentially affect development of a custom plugin that was required to use this value; This has been resolved and the correct value is used as per developer documentation.
Email Mediastore	11621	EMS_02	Some emails received by the email mediastore do not get queued to the Media Director. The next time, when the EMS is restarting, these emails are processed first before rest of the emails; This has been corrected and all emails are now processed as they arrive.
Email Mediastore	12015	EMS_02	Auto Response attachments are missing when the auto response is fired to closed sender group and denied sender; Auto responses now contain attachements when these are configured.
Email Mediastore	11678	EMS_02	When an email is received with a format that cannot be displayed, an error email was sent to the defined system administrator account but did not attach the problem email. This has been resolved and the problem email is attached for investigation by the system administrator.
Email Mediastore	11746	EMS_03	When an email is unable to be sent due to SMTP or similar problems the email Mediastore should send an email to the defined administrators email account but this was not always happening. This has been resolved and error in sending emails are now always sent out.
Email Mediastore	11882	EMS_04	Email work-item priority is changed when work-item is suspended;
Email Mediastore	11915	EMS_05	Multiple copies of the same emails are delivered when the Phantom Call is RONA'd (routed on no answer); This has been corrected and will no longer occur.
Media Director	11832	MD_01	Under some circumstances Media Director fails to recycle phantom calls. While the bahviour is incorrect this does not affect normal opeation of CCE. This has been resolved and recycling of phantom calls now occurs every time.
ASMediaStore Database	12630	SQLScriptUpdateUtility.exe	When large numbers of campaigns and schedules (for example 200 queues each with 10 schedules) are created for Preview Contact, the result could place a load on the SQL server. The surrounding stored procedures have been optimised to improve SQL performance.
Email Mediastore	12110	SQLScriptUpdateUtility.exe	When an email is retrieved at CCE Desktop, the Email Mediastore also creates a copy of the email and queues it to Media Director for delivery to an agent. The Email Mediastore no longer causes a duplicate email to be delivered to agents as a result of retrieving a workitem.
Email Mediastore	12215	SQLScriptUpdateUtility.exe	Replies from Resident Expert that are to be returned direct to Customer are not captured and recorded in the IDS for reporting purposes. This information is now captured and stored.

Download

The hotfixes and documentation can be dowloaded from http://www.avayacontactcenterexpress.com/Public_Service_Packs.htm