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Nortel CC MIS Release Note

Nortel cc mis software: release note
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Download this manual See also: User Manual
297-2671-211
Call Center Management Information System
Release Notes
Release 6.0.1
Standard 2.0
May 2007

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Summary of Contents for Nortel CC MIS

  • Page 1 297-2671-211 Call Center Management Information System Release Notes Release 6.0.1 Standard 2.0 May 2007...

  • Page 2: Release Notes

    The process of transmitting data and call messaging between the Call Center Management Information System server and the switch or the system is proprietary to Nortel Networks. Any other use of the data and the transmission process is a violation of the user license unless specifically authorized in writing by Nortel Networks prior to such use.
  • Page 3 European Regulatory Compliance and CE Marking The equipment is CE marked, identifying compliance with the relevant EU Directives, 89/ 336/EEC for ElectroMagnetic Compatibility and 73/23/EEC for Safety. This product is intended for deployment in a light industrial, non-domestic environment and complies with the relevant EMC standards, EN55022 (class A) and EN50082-1.

  • Page 5: Revision History

    June 2005 January 2003 October 2002 Release Notes Standard 2.0 issued for CC MIS Release 6.0.1. Standard 1.0 issued for CC MIS Release 6.0. Standard version issued for CC MIS Release 5.2.2. Standard version issued for CC MIS Release 5.2.1.
  • Page 6 Revision history Standard 2.0 Call Center Management Information System...

  • Page 7: Table Of Contents

    CC MIS Software CD-ROM........17...
  • Page 8 CC MIS problems ........

  • Page 9: How To Get Help

    How to get help This section explains how to get help for Nortel products and services. Getting help from the Nortel Web site The best way to get technical support for Nortel products is from the Nortel Technical Support Web site: www.nortel.com/support This site provides quick access to software, documentation, bulletins, and tools to address issues with Nortel products.

  • Page 10: Getting Help Through A Nortel Distributor Or Reseller

    Getting help through a Nortel distributor or reseller If you purchased a service contract for your Nortel product from a distributor or authorized reseller, contact the technical support staff for that distributor or reseller.

  • Page 11: About This Document

    C h a p t e r 2 About this document In this chapter Subject ..........12 Applicable systems .

  • Page 12: Intended Audience

    NTPs issued in support of CC MIS. Applicable systems This documents applies to systems running the CC MIS server and client software. Intended audience This NTP is intended for individuals who are interested in the features and capabilities of the CC MIS application.

  • Page 13: Related Information

    This section explains where you can find additional information about CC MIS. NTPs For more information about CC MIS, see the following NTPs, which contain additional information to supplement this document: CC MIS System Description (297-2671-150) CC MIS Getting Started Guide (297-2671-175)
  • Page 14 About this document Standard 2.0 Call Center Management Information System...

  • Page 15: Introduction

    Type of release ..........16 CC MIS Software CD-ROM........17 Optional CC MIS features .

  • Page 16: Type Of Release

    Type of release CC MIS Release 6.0 ports the CC MIS software to the Linux operating system. In Release 6.0, CC MIS is a software solution in which CC MIS Release 6.0 software operates on hardware that is supplied (and maintained) by the customer.

  • Page 17: Cc Mis Software Cd-Rom

    May 2007 CC MIS Software CD-ROM The CC MIS Software CD-ROM for Release 6.0.1 includes the following: CC MIS server application software CC MIS client application software CC MIS NTPs Preinstallation script (for server installation) Adobe Acrobat Reader 5.0.5 (for viewing NTPs) Note: Adobe Acrobat Reader is required to view the NTPs on the CC MIS Software CD-ROM.

  • Page 18: Optional Cc Mis Features

    Introduction Optional CC MIS features The following features are optional purchases. This document and related CC MIS documents address these features. Verify with the distributor whether your system is equipped with these features. Multiple Partitions Multiple Data Links Language Options (French and Spanish)

  • Page 19: Software Release History

    C h a p t e r 4 Software release history In this chapter Introduction ..........20 Release 3.0 .

  • Page 20: Introduction

    Software release history Introduction This chapter describes the software changes that occurred from Release 3.0 to Release 6.0. It includes the changes made or features added in the indicated release. Call Center Management Information System Standard 2.0...

  • Page 21: Release 3.0

    The following features were added in Release 3.0 and are standard with Release 4.0. Automatic Position Reassignment (APR) Batch Change Supplement (BCS) 35 support enhanced agent and group status shift and 24-hour real-time statistics increased report definitions (up to 500) Windows-based Configuration Control screens One partition Release Notes Software release history...

  • Page 22: Release 3.1

    DNs that are less than 10 digits. Real-time Display Refresh enhancements—Real-time displays (24-hour and shift) are no longer initialized to zero when CC MIS shuts down. These statistics are restored immediately following system startup. (This only applies to controlled shutdowns.) Updates to statistics names and headings.

  • Page 23: Release 3.2

    Configuration menu. In the Supervisor interface, the feature is enabled in the Privilege Level Definition window and is accessed by the supervisor using the Displays > Alarms option from the CC MIS main menu. This is the starting point for all SNMP-related activities at the partition...
  • Page 24 Enhancement in display of ACD Group names in screens and reports New ACD-DN key fields (AGT ID and AGT NAME) Network Time Protocol—Administrators can now specify reliable time servers for the CC MIS system. Call Center Management Information System Standard 2.0...

  • Page 25: Release 3.3

    May 2007 Release 3.3 Release 3.3 provided the following new features and enhancements: support for French enhancement to Walkaway Code treatment fixes for reported problems Release Notes Software release history...
  • Page 26 Logon Support—The new Physical Network Login screen provides access for logging on to other nodes in the CC MIS physical network. Backup and Restore—The Backup and Restore functions were modified to reflect the change in the name of the System Database to the Definitions Database.
  • Page 27 This parameter does not apply to simulator links. A new field was added so you can synchronize the CC MIS system time to the Digital Multiplex Switch (DMS) time. A time zone adjustment field was also added to make necessary adjustments for time zone differences.

  • Page 28: Release 4.0

    Networked CC MIS Real-Time Statistics—Changes were made to load management and real-time statistics and screens to allow for separate or consolidated viewing of data from all partitions in a CC MIS network. With this enhancement, network supervisors can perform the same load management functions as local supervisors.
  • Page 29 Multiple DN key support—CC MIS now correctly reports on positions with up to two simultaneous secondary DN calls active. Additional shift and 24-hour statistics—Several new shift and 24-hour statistics were added to the CC MIS product. The new statistics are: MAX TOF DELAY MAX ANS DELAY...
  • Page 30 Removal of Network Time Protocol—The Network Time Protocol was removed and the ability to keep CC MIS synchronized with the switch was added. Color Customization—On systems that support more than 256 colors, the Color Maps in the Color Selection dialogs for both printers and displays permit customization of the colors.
  • Page 31 You can view the status of two DN keys by using the Preferences > Dual DN Status option. When activated, a second timer for the second DN is displayed (see Figure 2). Figure 2: Dual DN Release Notes Software release history...
  • Page 32 After you request a report, you can view the status of the report or cancel the pending report using the Report Status Logs window (see Figure 3). You can access this window from the Reports menu on the CC MIS main window. Figure 3:...
  • Page 33 Report Parameters Definition window by selecting the Reports > Intervals command. The Interval Configuration dialog box appears (see Figure 4). In Release 4.0, you can configure the following intervals: 5, 10, 15, 30, and 60 minutes. Figure 4: Interval Configuration Release Notes Software release history...
  • Page 34 Wallboards supported in Release 4.0 include Nortel, Daktronics, and generic. Note: Only Nortel wallboards can be connected as PC-attached wallboards. Use the Session > Setup > Wallboards command to access the Wallboard Setup dialog box (see Figure 5).

  • Page 35: Release 5.1

    Support was added for Permanent Virtual Circuit (PVC) X.25 connections to the switch for increased link throughput. With these changes, CC MIS can connect to the switch by means of the new Input/ Output Module-(IOM) based high speed X.25 interface. (The following port parameters were added for X.25 links: Line Type, Clock, and Virtual...

  • Page 36: Release 5.2

    Software release history Release 5.0 Release 5 0 provided the following changes: Enhanced handling of ACD re-enqueued calls adds the following statistics to the formulas list in the Report Formulas definition window: Abd After RENQ Num RENQ Routed RENQ Via Force Out...
  • Page 37 You can access additional OFRT tables (OFR2, OFR3, and OFR4) using the Config > View > OFRT Tables submenu (see Figure 7). Figure 7: Config > View > OFRT Tables submenu Release Notes Software release history...
  • Page 38 System Report > Configuration Report. Addition of the Dynamic Host Configuration Protocol (DHCP) function, with which CC MIS can connect to a LAN without the requirement of entering an IP address. This feature makes use of the Session > Setup >...
  • Page 39 May 2007 Figure 9: CC MIS Communication Setup Enhancements were made to the Session > Setup > Communication screen. The CC MIS main window now displays defined clients (see Figure 10). Figure 10: Defined clients Release Notes Defined clients Software release history...
  • Page 40 Software release history The Agent Trace option was added to the Admin > Agent Definition window (see Figure 11). Figure 11: Agent Definition Agent Trace field Call Center Management Information System Standard 2.0...
  • Page 41 May 2007 An Agent Trace Report is now available from the Report parameters window (see Figure 12). Figure 12: Agent Trace Report Release Notes Software release history...
  • Page 42 Software release history Client Management was added to the Admin menu. Select Admin > Client Management to display the Client Management window (see Figure 13). Figure 13: Admin > Client Management Selecting Client Management displays the Client Management window. Call Center Management Information System...
  • Page 43 Enhancements were made to the CC MIS Client Services tab window (Session > Setup > Client Services). Select the clients under the Services tab to display the clients on the CC MIS main window (see Figure 14). Figure 14: CC MIS Client Services Setup You can now send Wallboard Quick Messages from the Wallboard Message Definition and Wallboard Run Table windows (see Figure 15).
  • Page 44 Software release history Standard 2.0 Figure 15: Wallboard Quick Message fields Quick Message fields Call Center Management Information System...
  • Page 45 5.x, or when 5.x is installed on a new system. A method for connecting Windows client PCs to the system over a LAN allows PCs configured to use DHCP to access the CC MIS host. This same feature allows multiple concurrent Windows sessions to access different partitions on the same CC MIS host.
  • Page 46 Data and Disk Space for Agent Trace). Terminology change on the Partition Configuration screen (LAN Terminals changed to Static LAN Terminals). The Keycode feature was added so that customer software can be upgraded remotely using a keycode. Call Center Management Information System...

  • Page 47: Release 6.0

    CC MIS Release 5.1 provided the following changes and enhancements (Release 5 features require BCS 43). Note: In CC MIS 5.x, a supervisor terminal can run multiple sessions of CC MIS, with each session connected to a different partition. This is accomplished by changing the IP address in the Communications Setup window prior to starting a new session.
  • Page 48 Software release history Figure 17: Subgroup Detail A search feature was added to the Find dialog box so that you can find an agent by name or ID. You must use a complete name. The Wallboard Run Table was modified. Figure 18 shows the new Wallboard Run Table window.
  • Page 49 Management privilege options. The feature is implemented on the Wallboard Management window (see Figure 19) that appears when you select the Wallboard Management option from the Displays menu on the CC MIS main window. Figure 19: Wallboard Management An Agent List feature was added so that supervisors on local partitions can create lists of agents for use in reports.
  • Page 50 Note: Time zones are entered on the Partition Options screen. A TCP/IP switch link connection was added for a LAN connection from the switch to CC MIS. This link is specified on the Switch Link Configuration screen. Call Center Management Information System...
  • Page 51 Tooltips display the ACD Group name or Primary DN (whichever is not currently displayed on the screen) when you position the pointer over ACD Groups in the Queue Statistics display and the Agent Status display. Release Notes Software release history...
  • Page 52 Software release history You now have the option to create data-only reports. This option creates reports with no total lines and complements the previously available capability to create a totals-only report. Supervisors can send short one-line messages to other logged-on supervisors.
  • Page 53 IDs by disabling the Agent Identity option or they can be limited from accessing agent performance information (real time or historical) by disabling the Agent Performance option. Figure 21: Privilege Level Definition New Data Access Group New Data Access Options Release Notes Software release history...
  • Page 54 Software release history The list definition capability was extended to permit the creation of lists of walkaway codes, line of business (LOB) codes, and subgroups. Additionally, this feature is extended to Network Access Partitions (NAP) to create lists of agents in the network. The List Definition window was improved to be more user-friendly (see Figure 22).
  • Page 55 The ability to control whether or not a report is generated in list order was added by displaying check boxes when lists are specified in the Report Parameter Definition window (see Figure 23). Figure 23: Report Parameter Definition Release Notes Software release history List order check boxes...
  • Page 56 Backup to a tape drive is not supported. Instead, you use a user-specified directory to back up CC MIS. You can configure the directory to point to any device that can be mounted as a Linux file system, including an...
  • Page 57 System reports to e-mail or file destinations—You can send CC MIS system reports (reports that provide a list of various CC MIS database tables) to files on disk or as e-mail messages in the same manner currently used for historical reports.
  • Page 58 CC MIS clients. This feature increases security and eliminates the need to have a selected CC MIS client running at all times. Note: This feature requires that the Linux Sendmail program is properly configured on the server.
  • Page 59 Note: You can provide a security banner on the Maintenance interface by creating a text file named /etc/motd. This file, if it exists, is displayed immediately following logon of a Linux user but before starting the shell. Release Notes Software release history...
  • Page 60 Software release history Standard 2.0 Call Center Management Information System...

  • Page 61: Installation Overview

    Installation of the CC MIS server software ..... . . 63 Installation of the CC MIS client software ......66...
  • Page 62 Installation overview Introduction This chapter briefly describes the installation of the CC MIS Release 6.0.1 server and client software. Call Center Management Information System Standard 2.0...
  • Page 63 CC MIS Installation and Maintenance (297-2671-545). Preinstallation verification Before you install the CC MIS server software, you can check the target server platform for suitability by running the preinstallation script located in the lnx directory on the CC MIS Software CD-ROM. The preinstallation script is noninvasive;...
  • Page 64 Installing the CC MIS application on a server for the first time To install the CC MIS application on a new Linux server, you must log on to the server as the root user. The installation requires the careful use of several Linux commands to extract the application software from the CD-ROM and execute the supplied installation script.

  • Page 65: Upgrading The Cc Mis Server Operating System

    CC MIS 6.0.1 introduces support for Red Hat Enterprise Linux Version 4. To upgrade your server from Red Hat Enterprise Linux Version 3 to Version 4, back up your CC MIS data, install the new operating system, reinstall CC MIS on the new operating system, and restore your configuration data from the backup.
  • Page 66 For complete details about installing and configuring the CC MIS client software, see CC MIS Installation and Maintenance (297- 2671-545). Microsoft Windows support The CC MIS 6.0.1 client software is supported on the following versions of Microsoft Windows. Table 1: Supported versions of Microsoft Windows...
  • Page 67 Release 6.0.1 is installed and configured on the CC MIS server, users can start the current version of the CC MIS client on their PCs and are prompted to download and automatically install the upgrade when a connection to the CC MIS 6.0.1 server is established.
  • Page 68 Installation overview Standard 2.0 Call Center Management Information System...

  • Page 69: Fixe

    In this chapter Fixes in Software Release 6.0 ....... . 70 Fixes in Software Release 6.0.1 .

  • Page 70: Fixes In Software Release 6.0

    Fixes Fixes in Software Release 6.0 This section contains a list of fixes for CC MIS Release 6.0. Table 2 includes the Change Request (CR) number, the CR title, and an explanation of the fixed issue. Table 2: Software fixes in Release 6.0 (Part 1 of 3)
  • Page 71 May 2007 Table 2: Software fixes in Release 6.0 (Part 2 of 3) CR number Q01107868 Release Notes CR title and explanation Enhanced walkaway does not reset Agent Status Display duration timers The ACD Enhanced Walkaway feature allows an ACD agent to change the walkaway reason without coming out of the Not Ready state.
  • Page 72 Fixes Table 2: Software fixes in Release 6.0 (Part 3 of 3) CR number Q01131969 CR title and explanation Scope filtering of Agent Event Log reports shows misleading information When agents are moved among subgroups and event log reports are run with a restricted scope, misleading...

  • Page 73: Fixes In Software Release 6.0.1

    May 2007 Fixes in Software Release 6.0.1 This section contains a list of fixes for CC MIS Release 6.0.1. Table 3 includes the Change Request (CR) number, the CR title, and an explanation of the fixed issue. Table 3: Software fixes in Release 6.0.1 (Part 1 of 7)
  • Page 74 The Linux version of CC MIS is now based on the Intel architecture, which is little-endian, thus breaking the sorting algorithm. A byte-order independent method of sorting the wallboard configuration entries is used in place of the previous algorithm.
  • Page 75 “Hide spares” does not always hide spare positions on NAP partitions The server process for the CC MIS supervisor client was modified to use the position status value instead of the agent ID value to determine which positions are spare versus active/forced.
  • Page 76 Network agent reports using lists do not work in a mixed machine environment If a CC MIS NAP partition that includes local partitions located on PowerPC or 88k hosts tries to generate a report that uses lists of agent IDs as part of the selection criteria, the report returns with the message “No data selected.”...
  • Page 77 Q01407717 Q01412945 Release Notes CR title and explanation CC MIS 6.0: Failed migration causes databases not to initialize Data migration from a legacy platform that fails causes data to increment by a factor of one each time migration is attempted. Databases are not reinitialized upon successful migration.
  • Page 78 Note: This problem occurs on the export side of the connection. Thus, when importing from a 5.2 system to CC MIS 6.0.1, the older server must be updated for this fix to be applied. Patches are available to the Nortel CC MIS support organization for the following system types: PowerPC/AIX running CC MIS 5.2.x...
  • Page 79 May 2007 Table 3: Software fixes in Release 6.0.1 (Part 7 of 7) CR number Q01593556 Release Notes CR title and explanation Negative agent IDs in agent performance data cause reports to fail Occasionally, a record is added to the agent performance data in the historical database with a negative agent ID.
  • Page 80 Fixes Standard 2.0 Call Center Management Information System...

  • Page 81: Known Problems

    CC MIS problems ........

  • Page 82: Cc Mis Problems

    Known problems CC MIS problems All reported problems have been fixed in CC MIS Release 6.0. ACD MIS datastream problems Table 4 contains a list of reported problems with the ACD Management Information System (MIS) datastream. Table 4: ACD MIS datastream problems...

  • Page 83: Third-Party Interaction Problems

    May 2007 Third-party interaction problems This section describes problems related to the way in which CC MIS interacts with third-party software. Problems described in this section are outside the control of the CC MIS application. Microsoft Outlook E-mail Security Update...
  • Page 84 New programmability behavior When you install the update, programmatic access to Outlook is restricted. If other applications (such as CC MIS) try to use Outlook on your behalf, you receive a warning message and you are prompted to confirm what the other application is doing.
  • Page 85 Impact of the Security Update on CC MIS The new programmatic access restrictions introduced by this security update limit the usefulness of the CC MIS e-mail report generation capabilities by requiring each report to be manually approved on the client PC to which it was directed.
  • Page 86 The process of transmitting data and call messaging between the Call Center Management Information System server and the switch or system is proprietary to Nortel Networks. Any other use of the data and the transmission process is a violation of the user license unless specifically authorized in writing by Nortel Networks prior to such use.

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Cc mis 6.0.1

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