Contact Center Express

CCE 4.1 Released February 2010

Simon Fitz-Gerald — Sat, 13 Feb 2010 03:22:16 GMT

CCE 4.1 may be downloaded from
http://support.avaya.com/css/appmanager/public/support/Downloads/P0295

The 4.1 release of CCE sees additional functionality and fixes being included:

The CCE ISO image may be downloaded from the link above. This image includes all software as well as the Upgrade and Migration document detailing the process for moving to this version.

Scheduled Reporting:

A new task Scheduling component has been included in this release of Contact Center Express. This will allow developers to create their own components whos functions may be scheduled. The first of these is the Scheduled Reporting plugin that enables saved reports to be sent to a printer or a file at predetermined times.

New Simple Messaging Gateways:

XMPP

The XMPP provides a means of connection to generic XMPP servers as well as a gateway specifically for GoogleTalk.

Microsoft Office Communicator

Integration with Microsoft Office Communicator is achieved in two ways. First it is provided as a gateway so that interactions will be distributed to skilled agents in the normal manner. An example of this would be internal users contacting the IT helpdesk via a generic 'helpdesk' presence and being routed to a skilled support person. In a similar way external customers may contact the call center where there is a trusted relationship between MOC servers.

A MOC client is also included in CCE Desktop as a plugin enabling agents to manage their IM conversations with other staff all within the one CCE application minimising the need for an additional IM application.

CCE Licensing through WebLM:

CCE Licenses can now be delivered as license file to be installed in WebLM. The CCE License Director may be configured to connect to a WebLM server to receive licensing information as opposed to the existing initialisation files. The existing initialisation files are still support with WebLM as an alternative.

Management changes:

Database Administration

It is now possibly to create and update CCE databases on both local and remote SQL servers from an administration PC running CCE Control Panel. This removes the need to copy or install files on the SQL server to enable the database to be created. The summary screen in CCE Control Panel also provides a view of the database sizing and operation.

Communication Manager Administration

A CM Administration plugin now allows certain aspects of Communication Manager maintenance to be completed from within CCE Control Panel reducing the need to switch between applications while maintaining the two systems.

Methods of requesting information from support.

Simon Fitz-Gerald — Wed, 02 Dec 2009 20:36:30 GMT

Dear Customer, Dear Avaya Business Partner,

You have contacted Agile Software Contact Center Express support.
In May 2009 Avaya acquired Agile Software NZ Limited, the developer of the Avaya Contact Center Express solution.

Due to this transition, we will no longer be handling emails in regard to this product.

If this request is to Create, Update or check Status of open tickets please visit the Avaya support web site and use the Online Service Manager on the right side. Or, you can call your local Avaya support number which can also be found on the support website on the right side under Support Contact Options. http://support.avaya.com/selfservice/microsites/microsite.do

If you are a Business Partner and your question is about Features, Functionality, Benefits, or requirements for Contact Center Express please contact the ATAC at +1 720-444-7700 or +1 888-297-4700 (NAR), +31 70 414 8099 (EMEA), or +65 6872 2693 (APAC) and when prompted say Contact Center or E-Mail atac@avaya.com with the Subject Line – “Contact Center Express”.

For implementation support Avaya Professional Services can offer you assistance in implementing CCE.
To engage Avaya Professional Services follow the steps below for a quote:
For distributors and APS volume commits requests: log into the Enterprise portal; select: Support > Installation & Registration > Operations Resource System (ORS) > Access the ORS System or https://bpcc.avaya.com directly.
For all other indirect requests work through your distributor

For CCE training related questions please visit https://www.avaya-learning.com/

For all other product related questions, please contact Contact Center Express product management:
Jochen Laun (Focus NAR and CALA) +49 711 13586 – 72 E-Mail laun@avaya.com
Volker Bengert (Focus EMEA and APAC) +49 711 13586 – 52 E-Mail bengert@avaya.com

We will be happy to help you under all listed contacts.

Please note that the knowledge base at http://support.avayacce.com is also still open to find CCE related solutions.

Thank you
Avaya Inc.

Understanding CCE integrations basics

Simon Fitz-Gerald — Wed, 21 Oct 2009 11:07:13 GMT

Abstract

The cost of implementing a CTI (Computer Telephony Integration) solution can be broken down into three major components, licensing of the technology, developing any custom integration that may or may not be required and finally implementing and supporting the solution. Avaya CCE has been purposefully designed to reduce these costs as much as possible; by delivering an Express priced product providing a fully functioning CTI solution out of the box that does not necessarily require customization but where customization is required offering a number of different levels of integration capability that is essentially end user installable.

This paper describes some of the challenges involved customizing a CTI solution to integrate with third party applications and then steps through the different offerings provided by CCE and how they may be used by people of varying skills from system administrator to certified developer to deliver varying degrees of integration. Each of these different levels of customization will then be the subject of a separate paper to provide additional detailed information and examples on how they could be used.

Considerations

The benefits of Computer Telephony Integration are well recognized as being able to improve the speed and accuracy of the response to customer enquiries, which benefits both the customer and the company offering the service. The customer receives a superior level of service and the company benefits by reduced call handling time and first call resolution either improving the volume of interactions or reducing head count. All of these affect the bottom line and can be justified based on ROI.

However getting to CTI nirvana can involve a number of hurdles that need to be overcome not the least of which is, knowing what the desired outcome is. Some of the issues associated with CTI implementation are:

Different technologies employed by different applications that allow communication between the applications. There are numerous application interfaces available from API/COM through DDE down to no published interface at all and somehow the CTI solution is going to be required to communicate via one or more of these interfaces in any given solution.
Cost involved in the design, development and testing of bespoke solutions cannot be underestimated along with ongoing support and development as applications and needs change. CTI requires a particular type of development that needs to be event driven and work in real time which requires significant amounts of testing.
Level of integration required may be as simple as passing a URL with the customers details to a browser or as difficult as a low-level operating system call between two applications.
Integration is also bidirectional, screen popping or displaying information on an inbound conversation or initiating an outbound call from a third party application.
Handling of different media channels such as voice and email or instant messaging in a way that is consistent without having a unique solution for each.

Design

Avaya Contact Center Express has not only been developed over the last ten years as a complete solution but has also been involved in implementing many custom solutions giving the developers themselves a unique opportunity to experience the challenges described above. The design philosophy of Contact Center Express has been to take the large number of different integration requests received over the past ten years and after developing a bespoke solution in some circumstances, rolling a generic version of that unique solution into the standard package for future users. For this reason the Avaya Contact Center Express product suite boasts numerous means of integration, so much so that one common question is “which is the best way to do this?” not “can I do this?” The answer to this question is dependant on the skill level of the developer but the old adage holds true, “the simplest solution is generally the best solution”. To this end CCE offers a number of solutions from out-of-box, through pre-built generic solutions to an application framework that allows custom developed components to be added to the out-of-box application without a need to open the out-of-box source code or requiring it to be recompiled.

Out of Box solutions

The integration offered by CCE may be a complete solution such as the different levels of integration available with Microsoft CRM. CCE provides simple screenpop of either contact or account information on inbound calls and outbound dialing from the same MS-CRM screens using CCE Agent. CCE Desktop delivers the same functionality with the additional capability of MS CRM activities such as scheduled fax, email or phone calls to be distributed to agents using CCE’s queuing mechanism.

Many System Integrators that have adopted Avaya Contact Center Express as the Avaya CTI platform of choice have their own suite of solutions as a result of implementations they have completed. These include connections to Frontrange’s HEAT and Maximiser, SalesLogix, Goldmine to name a few.

Non source code solutions

For the non-developer wishing to customize the operation of CCE without having to resort to writing source code, CCE can deliver the bare framework of the solution architecture as configurable components such as the CCE generic plug-in components that include Rules, SOAP, Script Host and Simple SQL. These tested and supported plug-ins allow connection to other devices such as an SQL server or Web Service, or create or connect to a TCP socket to request or send data, simply by defining the connection information and data in an initialization file with no actual source code required to be written at all. While suitable for non-developers to provide a level of integration System Integrators can use the same functionality without having to resort to writing bespoke code for just for the sake of it, reducing both development and testing as the plug-ins themselves have already been tested. Where these plug-ins are generic and provide a significant level of integration with literally only minutes of configuration required sometimes through the use of wizards, they may not meet all requirements for all users.

Scripting solutions

To meet these additional requirements a deeper level of integration is required and this is delivered in the form of scripting. In the CCE Agent application this is delivered as a Microsoft module called Visual Basic for Applications (VBA) and includes a built in Integrated Development Environment (IDE) that allows code to be written within the CCE Agent application itself. For the in-house developer, who has written other company applications such as that custom CRM solution created in MS Access or Excel and is familiar with VBA, this provides the perfect opportunity to CTI enable these solutions either from Agent to application or from application to Agent using a published API. Using VBA the operation of the CCE Agent application itself can be modified including replacing the actual user interface with a completely custom interface. Many sample VBA projects are included with the custom installation of CCE Agent demonstrating integration with Excel, Access and Outlook as well as Active Directory for customizing application configuration.

Unfortunately this module is not supported by Microsoft in a .Net environment so the CCE Desktop application incorporates a new plug-in called IronPython from Microsoft.

IronPython is described as “IronPython is a new implementation of the Python programming language running on .NET. It supports an interactive console with fully dynamic compilation. It is well integrated with the rest of the .NET Framework and makes all .NET libraries easily available to Python programmers, while maintaining full compatibility with the Python language.”

This allows users a greater level of integration without necessarily having to resort to developing code from the ground up, while still allowing full access to the .Net libraries if required. This plug-in to CCE Desktop has been provided as a sample in the CCE Desktop 3.0.1 version and is provided with a number of sample scripts demonstrating its operation.

Custom Development

The greatest level of integration and customization of CCE Desktop can be delivered by accessing the internal components of CCE Desktop itself through the development of custom plug-ins. This is achieved through a framework application called GUIHost which is a generic windows application that presents an empty window to the user. The applications capability comes from a number of plug-ins each delivering menu, toolbar and document functionality when loaded by the GUIHost application. The out-of-box applications CCE Desktop, CCE Control Panel and CCE Reporting are all GUIHost applications that load plug-ins to provide the required functionality. For example CCE Desktop is the GUIHost application that loads a large number of plug-ins including Voice, User, Email, Spelling that provide the relevant capability you would expect given their name. With this architecture a dedicated developer can not only create their own additional functionality but in principal could even remove out of box plug-ins and replace them with their components. An example of this would be to remove the existing NICE call recording plug-in and replace it with a custom Witness recording plug-in. To help developers achieve this level of capability not only does Avaya Contact Center Express deliver a development template for Microsoft Visual Studio 2005 but also a number of plug-ins complete with source code that demonstrate how to create theses plug-ins.

Conclusion

Avaya CCE arguably has the widest range of available integration interfaces available for a CTI solution. With so many options available not only can all integration requirements be met, but can be met at a level relevant to the integrators experience and the clients budget.

CCE 3.0.4 Released July 2009

Simon Fitz-Gerald — Mon, 19 Oct 2009 22:40:33 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
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.

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

Lloyd Taylor — Wed, 30 Sep 2009 20:28:57 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 2008 Server 64Bit (All)	-	-	-	-	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 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 4.0

CCE 4.0.1 Known issues - Updated September 21 2009

Simon Fitz-Gerald — Mon, 21 Sep 2009 19:27:56 GMT

The following issues have been discovered since the release of CCE 4.0.1

Application	Issue	Status
CCE Control Panel	On some Operating Systems with some video settings, the Simple Messaging channel configuration form does not have a right hand border. As a result the button used to add or delete a channel which is anchored to the border may not be visible. In most cases closing the form and re-editing the gateway will resolve the issue. In some cases it will not and a fix is required.	Awaiting hotfix release
Presence Plugin	The ability to dial either a station number only exists if the agent is configured in ASContact with both an agent Id and a station number, which will not work in a hotseating environment. A fix is required where the right click dial option is enabled where only the agent Id exists and the station number is discovered. This fix will include an enhancement to be able to dial either the station or the agent Id in all three dial options including transfer and conference.	Awaiting hotfix release
CCE Reporting	The Agent Attendance report shows a date time error and the Split Skill report shows #Error in the report. The reports definition files will be corrected.	See the following article; http://support.avayacce.com/KnowledgebaseArticle14179.aspx
Interaction Data Server - Voice and Presence	On a clean CCE 4.0.1 installation, the logging level of this service is incorrectly set to 129. This will cause continuous logging for this application which will continue until the hard drive is full.	The CCE installer must change the logging level to either of 0, 1, 2, 4, 8.
CCE Reporting	After upgrading the Historical Report tab does not work. In Tools \| Options \| Reporting the "Report Server Schema" value is empty. This is a new configuration item in CCE 4.0.1 to allow the administrator to select between http:// and https:// and is not populated automatically.	In Configuration Manager select all users of the reporting template (use the shift key) and add either http:// or https:// to the Report Server Schema value. Note make a backup of the Configuration server database before making global changes.
CCE Reporting	Agent staffed time is inaccurate and call count may be out by 1.	Awaiting hotfix release
MS CRM	The MS CRM plugin is unable to do email lookups due to the email address in CCE 4.0 containing the friendly name as well as the email address. It is not possible for MS CRM to search using this address.	Awaiting hotfix release
CCE Reporting	Workcode reports are not able to be run if a NULL value has been entered as a value in the Workcode table.	Awaiting hotfix release Current workaround is to enter a value in to the table directly or remove Null entries.
Presence	Where many tabs are configured, they are displayed in Z-A order not A-Z.	To be evaluated.
Dashboard and Supervisor	The first use of Dashboard and Supervisor cause a Null section to be created in the Configuration Server.	Awaiting hotfix release

Error messages in CCE 4.0.1 Reports

Simon Fitz-Gerald — Fri, 11 Sep 2009 08:07:02 GMT

Summary

Four CCE Reports were released in CCE 4.0.1 that contain errors. These reports have been corrected and are available for download.

Applies To

CCE 4.0.1 reports;

System Report
Split Skill
Split Skill (Graphical)
Agent Group Attendance

Symptoms

The CCE Reports will either display '#Error' in some fields or will display an error massage about date time formatting.

More Information

The updated report .rdl files are available for download below either as a self extracting executable which will place the files in the default directory where CCE Control Panel is meant to be installed, or as individual files that will need to be copied to the appropriate directory where CCE Contol Panel is not in the default location.

The self extracting executable is available here;
ftp://www.avayacce.com/Knowledge%20Base/knowledgebase/UpdatedRDLFiles.exe

The zip file is available here, after which the the files need to be placed in the following directories;
ftp://www.avayacce.com/Knowledge%20Base/knowledgebase/Reports.zip

[Install Drive]\Program Files\Avaya\Contact Center Express\Desktop\Contact Center Express Control Panel\Reports\Agent
Agent Group Attendance.rdl

[Install Drive]\Program Files\Avaya\Contact Center Express\Desktop\Contact Center Express Control Panel\Reports\Split Skill
Split Skill.rdl
Split Skill (graphical).rdl
System Report.rdl

Once the files are in place then the CCE Control Panel is used to deploy the reports in the normal way after ensuring that "Overwrite reports" is checked.

Updates for CCE 3.0.4 available September 2009

Simon Fitz-Gerald — Wed, 09 Sep 2009 09:48:04 GMT

Summary

Three updates have been released to address specific problems in the 3.x development stream. Esssentially these updates are changes that were made and released in CCE 4.0.1, that have now been rolled back to resolve the same issues in CCE 3.0.x

Applies To

These updates are intended to be applied to CCE 3.0.4. Applications should be updated to the latest current release for the development stream which in this case is CCE 3.0.4, and then these updates applied.

Symptoms

The following issues have been resolved for CCE Desktop and CCE Reporting

Issue 13112:
Presence Plugin - Performance improvements have been made in Presence.
Note: The columns displayed in Presence have changed. In the configuration for Presence plugin, delete the entry for Column Caption Supervisor, and Column Caption Normal and Presence plugin will automatically configure and display the correct columns.

Issue 13123:
Wallboard Plugin - When Presence clears either device or shift notifications, wallboard will generate and exception in the errorlog.

Issue 13143:
User Plugin - Wrong agent id being displayed in CCE Desktop.
Note: This issue also requires the XML Server to be updated.

Issue 13144:
Voice Plugin - Allow agent to transfer/conference to either another station or agent using the Presence functionality.

The following issue has been resolved for XML Server

Issue 13143:
User Plugin - Wrong agent id being displayed in CCE Desktop.

More Information

These 3.0.4 patches are available from

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

CCE Sample Code

Simon Fitz-Gerald — Wed, 09 Sep 2009 01:59:17 GMT

Download Information

The sample source code available in this download is the same sample code that was available in the CCE 3.0.4 DVD release. The sample code has simply been moved from the DVD to an online resource to allow more dynamic control of the source code and any changes.

Applies To

This sample code is relevant to CCE versions 3.0.3, 4.0 and 4.0.1

Installation Instructions

Simply extract the projects to your development PC.

Systen Requirements

For the sample source code to be used or tested, a working and licensed Communication Manager, Application EnablementServer and CCE server is required.

Visual Studio 2005 and C#

CCE 3.0.3 update released in October 2008

Simon Fitz-Gerald — Wed, 09 Sep 2009 00:23:10 GMT

Updates for CCE 3.0.3 released

Updates have been released for the following CCE 3.0.3 components:

CCE Desktop
CCE Reporting
CCE Agent
CCE Email Mediastore
CCE Media Director
CCE Interaction Data Service
CCE Configuration Server
CCE Application Management Service

Update Release Notes

Many of the updates are both client and server related so it is recommended that all installed components are updated where applicable. The Upgrade and Migration document has also been updated with an new appendix covering the application of these updates and this is available from the link below. The document will guide you through the process using the recommended procedure of stopping all the required services, backing up the database where required, attempting to update the database and if successful continuing to rollout the application updates. If the database update is unsuccessful for whatever reason, rolling back is a matter of canceling out of the application update, and restoring the database backup.

It is also recommended that the updates are applied to your test implementation first, and the changes tested in your environment before rolling out in to production.

Following is a list of key issues resolved in this update:

Product	Issue ID	Comment
CCE Desktop
Desktop Email Media Store Plug-ins	11957	A number of email files have been supplied for testing where the body of the email is not displayed due to the format of the email. Where possible these display issues have been resolved.
Desktop Email Media Store Plug-ins	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.
Desktop Email Media Store Plug-ins	11717	In CCE 3.0.3 the default cursor position when replying to an email was not in the email body. This required the user to click in the email before beginning to type. This has been resolved.
Desktop Email Media Store Plug-ins	11962	Creating the new outbound email did not enable the spell checker functionality, without first clicking on another tab then returning to the email. This has been resolved.
Desktop Email Media Store Plug-ins	11743	There are 2 new configuration parameters in ASGuihost.ini file - Last Save attachment & Last Add attachment to remember these last used locations.
Desktop Email Media Store Plug-ins	11719	URL's in an email required a right click and to selection of Open in new window in CCE 3.0.3 and mail to links no longer work in Email Work items in CCE 3.0.3. Both these links are no opened by a left click.
Desktop Email Media Store Plug-ins	11504	Email Attachments: When attaching a document to an email, the dialog by default is only showing image files, .bmp. gif etc rather than all files, this means that in the majority of cases agent will need to do an extra step to all files ( . ) before they can see regular attachments e.g. .pdf or .doc
Desktop Email Media Store Plug-ins	11999	HTML Editor -Copy, Cut and paste buttons sometimes not enabled. This has been resolved.
IClarity	11863	IClarity was requesting a IPSoft V6 rtu in Communication Manager. This has now been resolved and a IPSoft V5 rtu is now requested
IDS View Client	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.
Presence	11712	Performance improvements have been made in Presence with regard to the consumption of event information and the update of the display grid.
Presence	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.
Presence	11434	Presence plug-in not handling culture control language strings correctly.
Presence	11517	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.
Preview Contact	11502	Media type passed within the CustomerData for Preview Contact has been corrected for use by developers.
Session Notes	11524	The Session Notes save location returns to default after a restart. This is now saved in configuration.
Wallboard Plugin	11989	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.
Wallboard Plugin	11924	Alerts for Queues only work in isolation and not with VDN or Agent. Alerts can now be applied to a mixture of devices.
Workitem Alert	11787	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.

Configuration Server
Configuration Manager	11837	An error was displayed when adding a duplicate user in Configuration Manager. The error did not affect the operation of the application. The error is no longer generated.
Database	-	A change has been made to the database to extend the maximum configuration value length from 500 characters. The ACS database will be checked and collation corrected where the database has been moved from one sql server to another that has different default server collations.

Control Panel
Database	11398	Program Nodes were still created even if the connection to the database failed. Now the user will be alerted if the databases connection fails and the data cannot be written.
Advanced work codes	11439	Changes could not be saved when editing advanced workcodes. These changes are now saved.
Template management	11944	Opening the Manage Template form followed by the edit email queue for caused an error in the manage template form. This has been resolved.

Email Mediastore
Email Mediastore	11915	In some circumstances multiple copies of the same email received if the call RONA's. This has been resolved.
Email Mediastore	11621	The email mediastore now contains a configuration item called Queue Synchronization Interval Seconds which ensures synchronisation between the sql database and internally held workitem information. This improves delivery of email workitems after system restart or temporary sql disconnection.
Email Mediastore	11882	When suspending an email, its priority was changed to be the default priority for that queue. The email will now be suspended with the same priority it was received with.
Email Mediastore	12015	Auto response attachments are now sent out with Closed Sender Group and Denied Sender responses.
Email Mediastore	11746	Not all error in sending email were being successfully forwarded to the administrative email account. This has now been resolved.
Email Mediastore	11678	An email who's format cannot be properly decoded will now be included as an attachment in an email sent to the administrator.

IDS View Server
IDS View Client	11784	Update to the server side component of IDS View Client for improved performance.

Media Director
Media Director	11832	In some circumstances the Media Director failed to recycle phantom calls. This has been corrected.
XML Client	12019	A NullReference exception raised on some diverted calls has been corrected.

CCE 3.0.3 hotfixes released April 2009

Simon Fitz-Gerald — Wed, 09 Sep 2009 00:21:11 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

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

Simon Fitz-Gerald — Wed, 09 Sep 2009 00:16:52 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

CCE 4.0.1 Released September 2009

Simon Fitz-Gerald — Tue, 08 Sep 2009 10:14:07 GMT

The 4.0.1 release of CCE sees some minor changes and fixes:

Application Changes:
CCE Supervisor is no longer a standalone application in the CCE product suite. It has been replaced
with two plugins to CCE Desktop, the Dashboard plugin and the Supervisor plugin which is contained
within the Dashboard. The reason for this change is for CCE Supervisor to be supported under the
AES ‘Named Licensing’ option removing the need for individual AES TSAPI licenses to be provided.
See the end of this document for basic configuration instructions. Two new features have been added
to Supervisor; ‘Allow Set Agent State’ and ‘Allow Log Agent Out’

Configuration Changes:
Significant changes have been made to the performance of the Presence plugin, and also the layout of
the user interface. This requires configuration changes to be made in either the .ini file or in
Configuration Manager. In the Presence section of the CCE Desktop and CCE Reporting applications
the values for ‘Column Caption Normal’ and ‘Column Caption Supervisor’ need to be deleted. CCE
desktop then needs to be started once and closed again for new values to be automatically populated in
the configuration. After this Presence plugin will be displayed correctly.

Known Issues at the time of release:
During the upgrade of the Voice Mediastore, the current configuration held in the .ini file may be lost.
Before upgrading Voice Mediastore ensure a copy of the current configuration
(ASVoiceMediaStore.ini) is saved and then restore this copy once the upgrade has been completed.

Complete release notes can be found at;
ftp://www.avayacontactcenterexpress.com/Applications/CCE/Documentation/DocumentationArchiveCCE4.0.1/ReleaseNotes%204.0.1.pdf

Upgrade and Migration documentation can be found at;
ftp://www.avayacce.com/Knowledge%20Base/knowledgebase/Contact%20Center%20Express%204.0.1%20Upgrade%20Migration%20Guide.pdf

Application	Issue Number	Issue
ACS database	13053	Updating CCEDT and Reporting templates
AS MSCRM Phonebook	12289	MS CRM PhoneBookSynchroniser prevents Accounts/Contacts from being added to MS-CRM
ASContact database	12512	On database create, fix backup mode to Simple
ASMSControl database	11507	GetAllInteractionDetailsFromId returns multiple set of messages
ASMSControl database	10920	Deliver a more efficient one-call sp to Create and Retrieve workitems
ASMSControl database	13075	Agent history record is missed if the agent is involved in the early stage of a transferred call. Only the last agent got the history.
ASMSControl database	13037	After a several-party conference voice work item finished, only the last joined agent in the conference can trace its history, the rest have no history at all for this conference.
ASMSControl database	12972	When ASMSControl is getting bigger and has serveral data DB, store procedure getassociatedatasets is slow to respond.
ASMSControl database	12647	CloneInteraction stored procedure always creates CREATED Interaction When calling CloneInteraction with the @State = 1 the new Interaction is created with the State = 0
ASMSControl database	12307	GetnextXUnprocessedInteractions to get next unprocessed interaction – sort should be done by last modification time ensure that just failed Interaction goes into the end of the list.
ASMSControl database	12234	Row count different for query performed in 303 and 4.0
ASMSControl database	13064	SQL server is not able to process VMS's Store procedure requests in time.
ASMSControl database	13031	Conversation notes need to return to the conversation. There is a new layout of WorkItemNote which now can add note for Interaction and as well as Conversation. However, when the work item retrieve from Agent History or suspended work item returns to agent , either the conversation note comes back as an interaction note (which it should add into conversation) or it doesn't come back at all even though the conversation notes are insert into the database correctly. This issue is applies to all media stores
ASMSControl database	13015	Workitemnote disappears when agent receives a reply email from customer
ASMSControl database	12977	Change to sp GetConversationHistory and view qryGetConversationSectorHistory for ASMSControl
ASMSControl database	12616	The sp GetSectorTimeHistory does not calculate the Handle and Work time for a Suspend Sector. ClosedDateTime is not available on a suspend sector so the calculation cannot be made.
ASMSControl database	12602	Reduce the time taken to update the KnownSwitchNames table with the SplitSkill records.
ASMSControl database	12596	The duplicate records will be returned if the associated data are different in the ASMSDataX tables
ASMSControl database	12233	Row count different for query GetConversationsInteractions performed in 303 and 4.0
ASMSControl database	13071	GetNextUnprocessedInteractionsperprogram store procedure - The Return Associateddata requires a column InteractionId.
ASMSControl database	12623	Missing statistical data when a work item is retrieved
ASMSControl database	12445	Double counting Calls Waiting
ASMSControl database	12391	Cannot find any IntervalType 4 records in the statistical tables
ASMSControl database	12339	Missing Retrieved event following a Suspend event. EMS and PCMS aren't writing a Retrieved event after a suspend event.
ASMSControl database	12238	The GetSectorTimeHistogram stored procedure returns more data when run against the ASMSControl database as opposed to the ASMediaStore database.
ASMSControl database	12232	Parameter Established Date Time List not available in V4
Call Routing Server	12632	Installation of CRS has added extra content in INI 1. - Database details for SQL are there twice with different parameters 2. - Installer creates wrong keys and adds section to bottom so used values are blank 3. - SQL has enable client twice and both set to false, changing only one causes errors
Contact Center Express Desktop	12996	The focusing to answer a work item in the document window is not working correctly. This is also causing the loss of focus on Close/ Complete and Suspended buttons.
Control Panel	12952	Add new options into Desktop Utility setting. Drop-down list for “Agent availability on interaction close” settings in Control Panel should include: If No Agent State Change And No Interactions Open If Agent Is In AUX And No Interactions Open If Agent Is in ACW And No Interactions Open
Control Panel	12900	CCE 4.0 Interface to Program Service Levels doesn't allow large values (e.g. 86400/24hours)
Control Panel	13026	3When users create or duplicate gateway remote services, the name 'AAA' and 'AAA ' will be treated as different names.
Control Panel	10538	Change the Control Panel desktop icon so that it doesn't look like the CCE Desktop icon
Database Deployment Utility Plug-in	12928	Collection of issues for the deployment utility. Add backslash to Report Definition Folder Location Grey out the Report Definition Folder Location when running Previous folder locations are being remembered even though the new location is being applied through the browse button Tabbing sequence is out of order. Remove the failure to deploy read-only rdl files.
Database Deployment Utility Plug-in	12927	Database Deployment Utility is looking in the wrong path. When user clicks on the browse button to change the path to load new Preview Contact csv file in a different location, the Database Deployment Utility Plugin will then look for report folders in that new directory.
Database Maintenance Scripts	12866	Amend AS Maintain Database.sql to cater for mismatch of collation sequences when upgrading
Email Media Store	13030	Conversation work item notes need to return to the conversation. When the work item is retrieved via Agent History or suspended work item returns to an agent , the conversation note is added as an interaction note.
Email Media Store	12961	Modify the customized forms never update in the database - ASMSData1- AssociatedData table
Email Media Store	9907	IDS-MM not informed when Desktop stops working, so WB display of WorkItems in Progress count is wrong
Email Plug-in	12925	GetFocus event of implementation of ISpellCheckableTextComponent should pass object of this class as a sender
IDS View Client Plug-in	12872	IDS View client does not recover from a network disconnection
Interaction Data Server - Multimedia	10157	Call abandoned statistics not recorded by IDS Multimedia for Voice Media Store work items.
Interaction Data Server - Multimedia	8888	IDS Statistics Values are incorrect for Multimedia Queues (Total Interactions In Progress/Total Interaction Arrived - This Shift/This Interval/This Hour)
Interaction Data Server - View	12574	After IDS view recovers its network connection, its existing clients are not able to reconnect with it.
Interaction Data Server - View	12531	Missing parameters from install of IDSView [IDS View Engine] Optional Response Buffer Length = 5000
Interaction Data Server - Voice and Presence	12634	Password in DB should be either left as blank or CCEUser0 by default in INI file instead of encrpted characters
Interaction Data Server - Voice and Presence	12498	IDS-VP defaults to named licensing mode on upgrade; If this fails then IDS-VP fails to monitor any devices
MS CRM Plug-in	12995	Unable to configure the Microsoft Dynamics CRM plug-in to work across domains.
Presence Plug-in	13092	Display agent details when specified fields are non-blank. Display the agent details row when any of the below fields are non-blank. Station DN Agent ID Short Message address MSN address AOL address ICQ Address Email address Google address Yahoo address
Presence Plug-in	13091	Columns with not change between seconds and MinutesAndSeconds columns: Last Stat Change Agent Shift Average Talk Time
Presence Plug-in	12980	Changing the AgentID field from User01 to User02 (example) stops the dynamic display of agent details.
Reporting Plug-in	13088	The refresh button has disappeared
Reporting Service	13090	The saved parameters of the split skill report fails to load
Reporting Service	13089	When reloading the saved parameters for work codes the document window doesn't refresh with the saved parameters and an exception is thrown to the error log.
Reporting Service	12894	Both the Agent Split Skill and Split Skill reports have a data collation error which causes information to go missing from the reports.
Simple Messaging Plug-in	12954	WorkItemType is missing on SM Desktop Plugin IMultiMediaWorkItemAddtionalData.WorkItemType is always 0
Spell Checker Plug-in	12887	SpellCheck is performed on all checkable controls on current document window (incl. not visible controls on inactive tabs). SpellCheck should be performed on focused control only.
VAW Web Server Plug-in	13098	Set 3 extra data for the same voice work item and only last one could be saved into database
VAW Web Server Plug-in	13082	Server Error in /VirtualAgentWebService' Application. When clicking the invoke button to test TestConnectivity method, the following error appears:Server Error in '/VirtualAgentWebService' Application. Request format is unrecognized for URL unexpectedly ending in '/TestConnectivity'. Description: An unhandled exception occurred during the execution of the current web request. Please review the stack trace
VAW Web Server Plug-in	13083	Extra data could not be deleted by DeleteExtraData method Adding extra data by SetextraData method from the web service and then delete it by calling DeleteExtraData method. The extra data could not be deleted from the buffer and it will be saved into the database when closing the work item
VAW Web Server Plug-in	13078	VAWebServiceWorker answers the work item without any Agent Groups being assigned
VAW Web Server Plug-in	12945	Virtual Agent Web Service Worker Plugin needs to handle VMCWorkerBase3 overrideable methods
Virtual Agent Web Service	13097	Web service could not apply the change from the Control Panel
Voice Media Store	13079	Deleting a work item note fails in voice work item
Wallboard Plug-in	12943	Wallboard not re-displaying monitored multimedia queues when IDS MM is restarted
Work Item Notes Plug-in	13099	UcNotes.txtNotes_Textchanged error shown
Reporting Service	12992	In the Report Server Address, if blank, pre-populate the field with http://
Reporting Service	12424	Confusing column names in the Program Interactions report The Program Interactions report has 2 columns, Last Modified Date Time and Modify Date Time. These column names are almost identical but mean 2 different things. Last Modified Date Time should be renamed to Program Last Modified Date Time.
Reporting Service	12356	The Historical Report "Agent Login-Logout (Skill)" Report shares a window key with either the Agent Summary Report or Agent Graphical Time Spent Daily reports: Type: MajorTime: 1/8/2009 4:26:35 PM ASReporting.CCEDeskTopToolWindow: Unable to load report Agent Login-Logout (Skill). Error = An item with the same key has already been added.
RSS Reader Plug-in	12849	Error below is appears in CCE Control Panel Type: MajorTime: 11/13/2008 2:38:30 PMASGUIHost.Global.Application_ThreadException() unhandled thread exception: System.ArgumentOutOfRangeException: InvalidArgument=Value of '-1' is not valid for 'index'.Parameter name: index at System.Windows.Forms.ListView.GetItemState(Int32 index, Int32 mask) at System.Windows.Forms.ListViewItem.get_StateImageIndex() at System.Windows.Forms.ListViewItem.get_Checked() at System.Windows.Forms.ListView.OnHandleCreated(EventArgs e) at System.Windows.Forms.Control.WmCreate(Message& m) at System.Windows.Forms.Control.WndProc(Message& m) at System.Windows.Forms.ListView.WndProc(Message& m) at System.Windows.Forms.Control.ControlNativeWindow.OnMessage(Message& m) at System.Windows.Forms.Control.ControlNativeWindow.WndProc(Message& m) at System.Windows.Forms.NativeWindow.Callback(IntPtr hWnd, Int32 msg, IntPtr wparam, IntPtr lparam)
Simple Messaging Media Store	12905	Queued event is missing on work item repetetive delivery. On work item repetitive delivery queued status should be written to the ASMediaStore database every time non-answered work item is returned to the Media Director.
Simple Messaging Media Store	13045	SMMS work item only could be retrieved once. When an agent trys to retrieve the simple messaging work item by the history plug-in, the work item disappears from the history list after first retrieving. Also I could not find the retrieved event in the database.
Simple Messaging Media Store	12966	The interval of Get Next Unprocessed Interactions would not be changed
Simple Messaging Media Store	12963	ExtraData is missing in the work item data set When auto text plug-in gets the ExtraData of SMMS work item, the extra data set is empty
Simple Messaging Media Store	13047	Registered delivery for inbound message When testing registered delivery for inbound message with SMS and SMPP server, no delivery message be sent if the registered_delivery_flag set to 12. It is working when the value is 4 or 8.
Spell Checker Plug-in	12882	SpellCheck dialog blocks Desktop when WorkItem is closed on timeout
Suite Installer	12856	Files are missing in CCE Desktop installer The following files could not be found in CCE Desktop folder. Need to be added to the CCED installer: ASResource.de.resx ASResource.en.resx ASResource.es.resx ASResource.es-CO.resx ASResource.fr.resx ASResource.it.resx ASResource.ja.resx ASResource.ko.resx ASResource.pt-BR.resx ASResource.resx ASResource.ru.resx ASResource.zh-CHS.resx ASResource.zh-CHT.resx CommonControl.dll
Virtual Agent	13072	VA could not answer work item because it does not connect to the media store
Virtual Agent	13065	The timer does not stop when the connection to XML Server is established A timer is started to reconnect to the XML server when the connection is lost. However it does not stop when the connection is established
Voice Media Store	12955	Modify the customized forms never update in the database - ASMSData1-AssociatedData table.
Voice Media Store	12449	Program overiding fails during call transferring if the earlier CCEDT in the path closes work item window before a new transfer.
Web Chat Gateway	13050	The remote service will not try to reconnect to the remote server after first try is failed
Work Item Notes Plug-in	13067	The deleted workitemnote still showing when retrieve it from agent history.
XML Server	13061	At the beginning of the XML server log , it gives a wrong version.

Sample Source Code - Extracting data for workitems.

Simon Fitz-Gerald — Sat, 15 Aug 2009 11:19:30 GMT

The zip file ftp://www.avayacce.com/Knowledge%20Base/KnowledgeSamples/ExtractCustomerData.zip
contains a sample project to demonstrate how to extract associated data, queue information and Email content and properties from various workitem types. Paste the ExtractCustomerData.dll file in the CCE Desktop directory and append the lines below, to the bottom of the plugin assembly list in the .ini file

ExtractCustomerData = ExtractCustomerData

[ExtractCustomerData]
Assembly File Name = ExtractCustomerData.dll

On receipt of a workitem, an additional tab will be generated which will display the Window ID, Workitem type and various workitem specific data.

Note this code;
is for demonstration purposes only and is not intended for commercial use.
may cause errors in CCE Desktop or other plugins.
is Copyright Agile Development Services.

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.

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 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:

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 3.0.3

Contact Center Express

CCE 4.1 Released February 2010

CCE 4.1 may be downloaded fromhttp://support.avaya.com/css/appmanager/public/support/Downloads/P0295

The 4.1 release of CCE sees additional functionality and fixes being included:

Scheduled Reporting:

New Simple Messaging Gateways:

XMPP

Microsoft Office Communicator

CCE Licensing through WebLM:

Management changes:

Database Administration

Communication Manager Administration

Methods of requesting information from support.

Understanding CCE integrations basics

Abstract

Considerations

Design

Scripting solutions

Custom Development

Conclusion

CCE 3.0.4 Released July 2009

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

CCE 4.0.1 Known issues - Updated September 21 2009

The following issues have been discovered since the release of CCE 4.0.1

Error messages in CCE 4.0.1 Reports

Updates for CCE 3.0.4 available September 2009

CCE Sample Code

CCE 3.0.3 update released in October 2008

CCE 3.0.3 hotfixes released April 2009

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

CCE 4.0.1 Released September 2009

The 4.0.1 release of CCE sees some minor changes and fixes:

Sample Source Code - Extracting data for workitems.

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

CCE 3.x to CCE 4.0 Migration scripts

Upgrade and Migration Additional Information

Downloads

Current known issues CCE 3.0.3_01

what do I use to edit a .vaa file

CCE and AES compatibility chart

CCE 4.0 Named Licensing

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

CCE 4.1 may be downloaded from
http://support.avaya.com/css/appmanager/public/support/Downloads/P0295