Nortel Quality Monitoring Release Note
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Nortel Quality Monitoring Release Note

Nortel Quality Monitoring Release Note

Product release 6.01
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297-2183-020
Nortel Quality Monitoring
Release Notes
Product Release 6.01
Standard 1.0
September 2007

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Summary of Contents for Nortel Quality Monitoring

  • Page 1 297-2183-020 Nortel Quality Monitoring Release Notes Product Release 6.01 Standard 1.0 September 2007...
  • Page 3 The process of transmitting data and call messaging between the Meridian 1 and Nortel Quality Monitoring 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 4: Revision History

    Revision history September 2007 Nortel Quality Monitoring Release Notes is reformatted according to Nortel guidelines. Release Notes...

  • Page 5: Table Of Contents

    Known issues and workarounds ....... . 41 Upgrading to Nortel Quality Monitoring 6.01 ..... . 43 Upgrading the Nortel Quality Monitoring database via dbutil32.exe .
  • Page 6 Contents Standard 1.0 Nortel Quality Monitoring...

  • Page 7: Getting Started

    C h a p t e r 1 Getting Started In this chapter About this guide How to get help Software and documentation version numbering Release Notes...

  • Page 8: About This Guide

    Getting Started About this guide The Nortel Quality Monitoring Release Notes documents new features and enhancements including software issues and workarounds. Intended audience This document This document is directed toward personnel who are responsible for upgrading, installing and administrating Nortel Quality Monitoring.

  • Page 9: How To Get Help

    Getting help over the phone from a Nortel Solutions Center If you do not find the information your require on the Nortel Technical Support Web site, and you have a Nortel support contract, you can also get help over the phone from a Nortel Solutions Center.

  • 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, you can contact the technical support staff for that distributor or reseller.

  • Page 11: Software And Documentation Version Numbering

    September 2007 Software and documentation version numbering Nortel Contact Recording and Quality Monitoring documentation is issued for Nortel Contact Recording Package Release 6.01. The individual Nortel Contact Recording and Quality Monitoring software components that you install may display a different number. This is a known issue that does not affect system performance.
  • Page 12 Getting Started Standard 1.0 Nortel Quality Monitoring...

  • Page 13: Release Notes

    In this chapter Critical procedures and recommendations Available documents System requirements Fixed issues Limitations in Release 6.01 Known issues and workarounds Upgrading to Nortel Quality Monitoring 6.01 Upgrading the Nortel Quality Monitoring database via dbutil32.exe 44 Problem resolution Release Notes...

  • Page 14: Critical Procedures And Recommendations

    After completion of the Nortel Quality Monitoring Server installation, please be sure to reboot the server. This will ensure that all services are started properly, and all shares and other internals are accessible and working properly.

  • Page 15: Available Documents

    September 2007 Available documents The following documents are available with the Nortel Quality Monitoring 6.01 product: Nortel Quality Monitoring Administration Guide Nortel Quality Monitoring Evaluations Guide Nortel Quality Monitoring Graphing and Reporting Guide Nortel Quality Monitoring Installation Guide Nortel Quality Monitoring Server Infrastructure Guide...

  • Page 16: System Requirements

    Release Notes System requirements See the Nortel Quality Monitoring Installation Guide for a list of installation prerequisites and information about server configuration. Standard 1.0 Nortel Quality Monitoring...

  • Page 17: Fixed Issues

    September 2007 Fixed issues Incident number Description 66353 Upgrade- The dbutils32 should upgrade the configured DB even if it is Remote db. 50145 SQLDBMS.dll is causing mtfilter to lose connx to database 64751 Export functionality is failing for Chinese and Japanese. 65718 Dynamic Terminal assignment for Agents in a Free Seating environment is not happening properly...
  • Page 18 NCR to modify the call ref 66988 Installation - Issues with AVI and Quality server installation. 62927 Client32.exe: 'Dial Back to Playback Extension' is causing problems when it is actually playing the calls. 58696 Export Call Via Email is failing Standard 1.0 Nortel Quality Monitoring...
  • Page 19 30056 VTG ROLM V4 - A large number of calls do not have any voice recordings - Nortel VTG environment - need delay between hang up and dial. 27361 Install - Server - Change install to use database utility...
  • Page 20 Playback through PC Speaker. (If not clicking on it gives lot of issues in wavi playback) 58713 to document the settings and version combination for Genesys 63711 Graph32 has date time issues Standard 1.0 Nortel Quality Monitoring...
  • Page 21 September 2007 Incident number Description 63209 Localization(Agents32.exe): Strings not converted, text chopped, duplicate short cut keys and some fonts is not bold in 'Assign by Depts' window 63348 R5 Client UI - issues on playback selection screen. 48555 Enhancement Request - Convert Journals from 5.30ip 30974 Install - Server - Upgrade support 31541...
  • Page 22 Japanese Client Journal Files display configuration not proper 61743 FormGen: 'Bevel Width' value is not Limited. System hangs if the Bevel Width value is greater in 'Drawing objects and Label' properties (Shows 100% CPU usage) Standard 1.0 Nortel Quality Monitoring...
  • Page 23 September 2007 Incident number Description 65482 Graph32.exe- Display of agents under 'Agents chosen' not fine. 65484 Sites32.exe- Edit option displaying incorrect details 63778 Previous settings of process.ini are not getting upgraded. 53161 Japanese not fully implemented/supported in Quality Client 44786 Eval32 - When I try to do an evaluation on an agent, I am getting error: "is not a valid integer value.' 30696...
  • Page 24 DBUtil - need to add French, Chinese, and Japanese as language options 64762 Localization (Spanish, Japanese): Evals32.exe: Evals application hangs if the printer is not configured and the tool tip info for Print and Preview evals is incorrect. Standard 1.0 Nortel Quality Monitoring...
  • Page 25 September 2007 Incident number Description 62204 FormGen: Access Violation-Enter Answer with its maximum char capacity in 'Answer Scheme' and add Question object on the form and select this Answer Scheme. 63106 Balance Server: Voxman.exe is not closing even though the Kernel says GOODBYE 63517 Localization(FormGen32.exe): Answer and Points field...
  • Page 26 Server Install: Back button not works while doing Modify and Repair 58694 Export Using Email will not forward the call when the Comments field exceeds 8 or 9 lines 63415 UserID: Login ID shows the old User name in "Add Departments" window Standard 1.0 Nortel Quality Monitoring...
  • Page 27 63201 Localization(Agents32.exe): (None) is not displayed in Agents screen even though it is converted in .po file 62529 Site32.exe: Error - Failed to create key \SOFTWARE\witness systems\eQuality Balance Client\CurrentVersion\Sites and Failed to create key \SOFTWARE\ODBC\ODBC.INI 62915 SIU: Fonts used in SIU.exe application is different from all other exe's.
  • Page 28 The Export to Disk Icon on the client window is not working 59758 Access Violation error when using evals. (Choosing blank Answer Scheme from the Question drop down.) 59760 'Dataset not in Edit or Insert mode' error in Evals while Saving the Evals Standard 1.0 Nortel Quality Monitoring...
  • Page 29 September 2007 Incident number Description 59761 Form Gen Errors: Invalid Object name 'TempTable2' and Cannot drop the table 'TempTable2', because it does not exists in the system catalog. 58186 Server - Info only - What does "DisconnetByTerminal=" mean in the server.ini - [Filter] section? 59627 In the Client explorer window when logged on using playback through PC speaker the Functionalities of Window...
  • Page 30 Media tool bar buttons are disabled expect play button 61730 Click on X-Close button from Confirm window while deleting Security Template which will Delete Security Template which is incorrect 63384 In French the name of the Terminal in client32.exe shows in English Standard 1.0 Nortel Quality Monitoring...
  • Page 31 September 2007 Incident number Description 61733 Mouse scroll is not happening properly from the 'Open Form' window 63050 Client32.exe: Client login hangs when the Balance Server is not available in the RegEntry 62921 Client32.exe: Status Message are not proper 63202 Localization(Agents32.exe): Short cut keys are duplicated in Agents Screen 63053...
  • Page 32 Agent32 - Last Time Reset fields are not updated when the Agent is set for random monitoring through the Random Utility. 62309 FormGen: Clicking on X-Close button deletes Dynamic Sections 62995 Server Install: Modify and Repair buttons are not named while Modifying and Repairing. Standard 1.0 Nortel Quality Monitoring...
  • Page 33 September 2007 Incident number Description 64515 Localization(French): Text is chopped off in AIM login screen 66457 MTFILTER----FIRESIDE - Extension number being mangled (last digit missing and garbage after) in the filer.log for scheduled calls only 61725 Error message appears while 'Save As' is used under security32.exe which is not required.
  • Page 34 Sites32.exe:'Database Type' Sybase is not required for R5.4.4 29590 RETEST: Client - Auto-copy to Call Buckets doesn't take Agent-Dept relationship into account 59299 NuSkin - can't use Export to disk BUTTON, no logs, no errors Standard 1.0 Nortel Quality Monitoring...
  • Page 35 September 2007 Incident number Description 33195 RETEST: Server - 3 new logs in the server folder which I think are related to the new Dialogic V6.x we are now using and need to be turned off or moved to our Logs\ folder? 56273 Messages displayed from mainslickclient.cpp need to be externalized for localization...
  • Page 36 Range there are lines which needs to be removed 61805 'Version Info' button is missed out in the Security Template 63373 LOCALIATION: Strings truncated in Agent32.exe for the Japanese Localization 63380 The client32.exe for Japanese shows the Location strings in English Standard 1.0 Nortel Quality Monitoring...
  • Page 37 September 2007 Incident number Description 63514 Localization-French (Security Template): The Text is chopped off on the Evals TAB in the Security template module. 63430 Description: Localization(Undelete functionality): In the Undelete functionality window the Text is chopped off 63432 Description: Localization (Change Password window): In the Change Password window the Text is chopped off.
  • Page 38 Client - Export to Disk function should be grayed out when you have Active Agent Display active 59759 Message is not clear to the end user 63100 Client32.exe: "Dial back to Playback Extension" buttons hides behind other tool bars when it is moved Standard 1.0 Nortel Quality Monitoring...
  • Page 39 September 2007 Incident number Description 61732 If you have a Skill set defined with a description and you move to the Blocked Inst. Area the description of the Skill set continues to be displayed until you create a new Blocked Inst.

  • Page 40: Limitations In Release 6.01

    Export to Email functionality is not supported in the Japanese and Chinese versions of the release. Scrolling problems in the “Open Form” window. Daylight Savings Time (US) – Quality Monitoring responds well to DST changes, except that the running of scheduled recordings might be affected.

  • Page 41: Known Issues And Workarounds

    When you have completed the install or uninstall, you can restart the World Wide Web Publishing Service. If have trouble installing the Nortel Quality Monitoring Server or you are not able to replay the journals through PC Speaker playback, you may also need to do one or both of the following to restore function: Stop and restart the World Wide Web Publishing Service.
  • Page 42 Issue: Installing WAVI The WAVI Service must be installed on the same machine and at the same time as the Nortel Quality Monitoring Server. Do not attempt to install or uninstall the WAVI Service on a remote machine. You can, however, uninstall the WAVI Service by itself after you install it.

  • Page 43: Upgrading To Nortel Quality Monitoring 6.01

    September 2007 Upgrading to Nortel Quality Monitoring 6.01 To upgrade to version 6.01 from an earlier version of Nortel Quality Monitoring, simply run the installation program and follow the onscreen prompts. Refer to the Installation Guide for information about running the installation program.

  • Page 44: Upgrading The Nortel Quality Monitoring Database Via Dbutil32.Exe

    To upgrade an existing version of the Nortel Quality Monitoring database, follow these steps: 1 Click Start > Programs > Nortel Quality Monitoring server, then click dbutil32. Result: The Database Utility dialog box appears: 2 Enter the name of your database server (typically the local host name) in the Database Server Name field.
  • Page 45 8 Select Yes. Result: The Database Parameters dialog box appears: Because you are upgrading an existing Nortel Quality Monitoring database, the Database Path field will be grayed out (disabled); there is no need to re-enter the path during the upgrade process.
  • Page 46 Nortel Quality Monitoring Server folder. After you have finished updating the Nortel Quality Monitoring database, reboot the Nortel Quality Monitoring Server in order for the install to complete the remaining post-processing steps. Standard 1.0...

  • Page 47: Problem Resolution

    September 2007 Problem resolution Problem: Unable to Start the Witness Service in Service Mode In enterprises where Dialogic cards are used to do recording, the Witness Service is dependent on the Dialogic Service. If the Dialogic cards are not used for Recording, you need to remove the dependency on Dialogic Service for Witness Service to start.
  • Page 48 Release Notes Standard 1.0 Nortel Quality Monitoring...
  • Page 50 The process of transmitting data and call messaging between the Meridian 1 and Nortel Quality Monitoring 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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