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SAP Business Communications Management

(BCM)
Release Notes 7.0 SP06 Patch 1

2013 SAP AG. All rights reserved.

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TABLE OF CONTENTS
1 INTRODUCTION .......................................................................................................................... 3
1.1 Important Notifications ............................................................................................................. 3
2 NEW FEATURES ......................................................................................................................... 4
2.1 Windows 8 Support ................................................................................................................... 4
2.2 Online Monitoring OB Campaign View Improvements ............................................................ 4
2.3 Custom Language Support....................................................................................................... 4
3 FUNCTIONAL CHANGES ............................................................................................................ 5
3.1 Changes in Reporting ............................................................................................................... 5
3.1.1 Arrived and Completed Columns in Volume Reports.................................................................... 5
3.1.2 Reporting Handling and Wrap-Up Times of Transferred Contacts ................................................ 5
3.2 Call Attached Data (CAD) and SIP X-Headers .......................................................................... 5
3.3 Integration Interfaces ................................................................................................................ 5
3.4 Online Monitoring...................................................................................................................... 5
3.5 E-Mail Handling Time with Other Contacts .............................................................................. 6
3.6 Rights Change in Default User Roles ....................................................................................... 6
4 CORRECTED DEFECTS ............................................................................................................. 7
4.1 Authentication Issues ............................................................................................................... 7
4.2 Communication Desktop (CDT) Defects .................................................................................. 7
4.2.1 Audio Issues ............................................................................................................................... 7
4.2.2 Chat Issues ................................................................................................................................. 7
4.2.3 Contact Allocation and Handling Issues ....................................................................................... 7
4.2.4 CRM Integration-Related Issues .................................................................................................. 8
4.2.5 Dashboard Issues ....................................................................................................................... 8
4.2.6 Directory Issues .......................................................................................................................... 8
4.2.7 E-mail Issues .............................................................................................................................. 8
4.2.8 Outbound Issues ........................................................................................................................10
4.2.9 Presence Profile Issues ..............................................................................................................10
4.2.10 Recording Issues .......................................................................................................................10
4.2.11 Scripting Issues ..........................................................................................................................10
4.2.12 Search Issues ............................................................................................................................11
4.2.13 Settings Issues ...........................................................................................................................11
4.2.14 Supervisor Issues .......................................................................................................................11
4.2.15 User Interface Issues .................................................................................................................11
4.2.16 Voicemail Issues ........................................................................................................................11
4.2.17 Wrap-Up Issues .........................................................................................................................11
4.3 Integration Interfaces Defects .................................................................................................11
4.3.1 OII..............................................................................................................................................11
4.4 IP Desk Phones Defects...........................................................................................................12
4.5 IVR Defects ...............................................................................................................................12
4.6 Logs ..........................................................................................................................................13
4.7 Online Monitoring Defects .......................................................................................................13
4.8 Prompts ....................................................................................................................................14
4.9 Reporting Defects ....................................................................................................................14
4.10 System Configurator (SC) Defects ..........................................................................................14
4.11 Quality Monitoring Defect ........................................................................................................15
4.12 Miscellaneous Defects .............................................................................................................15
4.12.1 Bridges ......................................................................................................................................15
4.12.2 Client Components.....................................................................................................................15
4.12.3 Databases ..................................................................................................................................15
4.12.4 Email Sender .............................................................................................................................16
4.12.5 Media Routing Server (MRS)......................................................................................................16
4.12.6 Various Components ..................................................................................................................16

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1 INTRODUCTION
This document lists and describes corrections made to SAP BCM 7.0 after SP06. The SP06 Patch 1
package includes the hotfixes 7.0.6.1 and 7.0.6.2.

The section Corrected Defects is formed so that corrections are listed according to the user interface on
which the issue appeared even if it has been fixed in some other module. For example, the following issue
was detected in Communication Desktop (CDT) but was fixed in Agent Server (AS) so it is listed under CDT
defects:

In an outbound campaign, supervisor could supervise only some of the agents. Fixed in Agent Server (AS).

Fixed defects that are connected to customer messages are marked with CM and the number, for example
CM 0020079747 0000887040 2013. If you have encountered an issue in your BCM use and have created a
customer message, you can use that customer number to find the fix description in this document.

1.1 Important Notifications

7.0 SP06 Patch 1 can be used also with the 7.0 SP06 terminal components (the terminal_X.msi
files) that are in the Client Workstation Components package.

New columns have been added to some reports, and this has caused changes in reporting tables. To
apply the changes, delete old OLAP cubes of all time zones before installing the patch software. See
Upgrade Guide for details.

The new features and corrections are documented in the English application help only, see
http://help.sap.com/bcm70 and choose Application Help and English.

Check the newest versions of Installation Guide, Upgrade Guide and Client Workstation Installation
Guide.

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2 NEW FEATURES

2.1 Windows 8 Support

Communication Desktop (CDT) and Online Monitoring can be used in the Windows 8 Desktop mode. If CDT
or Online Monitoring is launched from Tiles, a notification appears instructing users to change to Desktop.

2.2 Online Monitoring OB Campaign View Improvements

The following improvements were made to Online Monitoring > OB Campaign View:
1. The Logged-On Agents column was added to OB Campaign View > Volume report Campaign view.
2. The OB Phone Status column was added to a campaign's agent list view. The following statuses can be
shown:
OB (Free) when agent is free and joined to campaign
OB (Preview) when agent is in OB preview state
OB (Dialing) when agent is calling to customer
OB (Talking) when agent is talking with customer
OB (Pause) when agent is in OB pause
OB (Wrap-Up) when agent is in OB Wrap-up state
- when agent has not joined to campaign
3. The Show Active Agents Only filter was added to the OB Campaign View search. It filters out the agents
that have not joined the campaign.

2.3 Custom Language Support

It is now possible to add a custom language to BCM. This means that custom IVRs and prompts created for
queues and users in the prompt management are played in the custom language. The custom language can
also be used in the built-in IVRs. The language is defined in System Configurator > System Management >
System Languages > Custom Languages. For more information, see System Configurator Application Help
and the SAP Note 1962494.

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3 FUNCTIONAL CHANGES
This section lists the major changes that have been implemented into 7.0 SP06 Patch 1 (7.0.6.100).

3.1 Changes in Reporting

NOTE: To apply the changes in Reporting, delete the old OLAP cube before installing the patch, see
Upgrade Guide for details. The changes took place in the cube CubCSSContacts.

3.1.1 Arrived and Completed Columns in Volume Reports

The former Arrived column in Volume reports showed the number of accepted and rejected calls but for
chats and e-mails this logic was not applicable. Now the Arrived column content has been changed: it shows
all arrived contacts based on the arriving time stamp. Information of the former Arrived column is shown in
the column Completed.

3.1.2 Reporting Handling and Wrap-Up Times of Transferred Contacts

Reporting contact statistics has a new calculated value TalkingTimeAgentInSeconds that tells how long
time an agent has participated in contact handling. Applying this has enabled the following changes:

This new value is used instead of contacts total handling time (TalkingTimeInSeconds) in the
Agent - Contact Handling Time and Agent - Contact Handling Time per Queue reports.
Volume 7 Contact Log report is affected by the changes, and there are new columns including
Handling Time (Agent).
Reporting of transferred e-mails is now similar to calls and chats; the change affects the number of e-
mails in most reports. Formerly, the e-mail forwarded from an agent to another was seen as one
contact, and its handling time was the entire handling time of all agents, the queue it was reported in
was the original arrival queue, and the last agent was the handler. Now, each agent's part of the
contact is reported separately, and each agents' and queues' times are shown in reports as they
really are.
Wrap-up time calculation in transfers was changed:
The agents contact handling time ends now when he makes the transfer request, and that also
starts the wrap-up time.
Wrap-up time can be calculated also during the contacts handling time. Typically this happens
when the first agent transfers the contact to another and wraps up his part before the second
agent closes the contact.

When older systems are upgraded to SP06 Patch 1, the total handling time (TalkingTimeInSeconds) is
used in this new column in the statistics from time before the patch.

3.2 Call Attached Data (CAD) and SIP X-Headers

The use of call attached data (CAD) is not limited to calls within and between BCM systems, but now it is
enabled to send or receive CAD also in any SIP call to and from BCM systems. To indicate this, the block SC
> Call Switching > Gateways > BCM-to-BCM Connection is renamed to Call Attached Data (CAD). Also new
parameters X-Header Prefix, Send X-Headers to Gateway, Accept X-Headers from Gateway have been
added, and Pass Extra Data to Gateway, and Accept Extra Data from Gateway have been removed. For
more information, see Managing Gateways, Installation Guide or Upgrade Guide.

3.3 Integration Interfaces

The default value of the installation variable Drop Calls at Logon (OII.LoginDropCall) is changed, now
this variable is disabled by default.

3.4 Online Monitoring

A new column Duration was added in Agent View next to the Logon Status column to show how long time
the agents current logon status has lasted. The phone statuses shown during the Paused logon status
where changed from hyphen (-) to the actual status of the phone.

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Previously the data table view only showed data for calls but now the same data is shown also for e-mails
and chats. For more information, see Contact Statistics Table Views.

3.5 E-Mail Handling Time with Other Contacts

When an agent is handling an e-mail, and a call or chat arrives, the reported e-mail handling did not
necessarily reflect the actual handling time. Now it is possible to choose if the e-mail is saved for the time the
call or chat is handled, and then it can be picked from the pending list. In systems with SAP CRM integration,
use OII installation variables Send Save E-Mail Event When Chat or Call Started and Send Pick Saved E-
Mail Event, and in stand-alone systems use the SC > User and Role Management > User Settings Template
> CDT Contact Center > Save E-Mail When Chat or Call is Started.

3.6 Rights Change in Default User Roles

The user service rights to use a video phone (in System Configurator> User and Role Management> Users>
User Service> Video) have been removed from the following default user roles: CC Supervisor, CC Agent,
Expert User, and Office User. This change affects only new installations.

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4 CORRECTED DEFECTS
This section lists the major fixes that have been implemented into 7.0 SP06 Patch 1 (7.0.6.100).

4.1 Authentication Issues

Logging on to CDT and Online Monitoring with a client certificate failed if the attribute that was used for
authentication contained non-ASCII characters, such as or . Now BCM handles certificate texts in
Unicode.

The following Online Monitoring authentication issues have been fixed:

Users could not log on to Online Monitoring, the entered username and password were claimed to be
incorrect. It was found out that certificates in BCM database had empty subject / issuer fields and the
Administration Configuration Interface (ACI) did not prevent those empty fields. Now ACI produces
an error if inappropriate certificates are used.
Online Monitoring did not authenticate the user with the client certificate but requested the user name
and password. It was found out that it is easy to make errors in applying client certificates in Online
Monitoring, and thus, the following new error messages were added:
o Logon failed because your browser did not find a client certificate on your workstation: There
is no client certificate on the workstation; install the protocol X.509 certificate, and provision
it in System Configurator > User and Role Management > Users > Certificates.
o Logon failed because your client certificate is not provisioned in BCM System Configurator in
User and Role Management: To take the client certificate into use for this user, choose in
System Configurator > User and Role Management > Users > Certificates, and enter the
certificate.
o Logon failed because your client certificate is issued by a certification authority (CA) that is
not in the list of Trusted Root Certification Authorities: To make the CA trusted, go to Internet
Options > Content > Certificates and add your CA to the Trusted Root Certification
Authorities list.
Additionally, now it is possible to make the client certificate authentication mandatory, and
select the attribute used for authentication. To define these variables, define the Monitoring
Web Clients installation variables after installing the SP06 Patch 1 Support Package.

4.2 Communication Desktop (CDT) Defects

4.2.1 Audio Issues
If the option MRS Plays Ringtones to Phone Client for Outbound Calls was selected in System Configurator>
Call Switching> Global Switching Settings> Signaling> Ringtones and the external gateway was configured
not to play the ringtone, BCM might not have played the ringtone correctly due to Call Dispatcher (CD)
misbehavior. Fixed in CD.

The issue in which some Jabra devices (especially Jabra Link 280) stopped working with USBHID.dll has
been fixed. CM 0020079747 0001043352 2013

4.2.2 Chat Issues

Chat discussions can now be selected and copied by clicking Ctrl + A. CM 0020079747 0000887183 2013

4.2.3 Contact Allocation and Handling Issues

The missed calls which were received between the last CDT logoff time and the current CDT logon time
were shown multiple times in the missed calls list. Fixed in CDT. CM 0020079747 0000863319 2013

In a multi-CEM environment it may happen that contact allocation order is not correct: a local contact may be
allocated to the agent instead of the contact from the remote CEM the agent has been reserved for. Fixed in
CEM. CM 0120025231 0000864818 2013

A call was never allocated but waited the maximum time in a queue. The error happened when only one
agent was working in a queue, and after he picked up the call, he made a consultation call to another queue
and joined these two calls. The call was not allocated to the agent anymore as his number was erroneously

7
used as A number after joining the calls instead of the original caller's number. Additionally, after the
consultation call, the prompts were played to the customer in the agent's language. Now the original
language is restored when the calls are joined. CM 0020079747 0000683180 2013

Free agents with the same skillset, or no skillset at all, should get equal amount of contacts, and a call
should be dispatched to the agent with the longest waiting time. This did not work in multi-CEM environment
where agents were hosted by different CEM Servers. Corrected in CEM Server.
CM 0020079747 0001000148 2013

The calls were not always moved to overflow queue when the Forward if All Agents Have Absence Profile
queue forwarding option was used in multi-CEM environment in the following occasions:
1. Call entered a queue on CEM1:
CEM1: only paused (absence profile active) agents were attached to queue
CEM2: no agents were attached to queue
2. Call entered a queue on either CEM1 or CEM2, and only paused (absence profile active) agents
were attached to queues on CEM1 and CEM2.
CM 0120025231 0001035910 2013

Chat queue skill requirements were not carried over in case an agent transferred a chat to a queue. This
meant that the chat could be handled by an agent without required skills. Fixed in CEM.

Chat forwards failed occasionally in multi-CEM environment if a new routing request for handling the agent-
to-queue transfer ended to a CEM Server that did not know about the earlier routing requests.

The chat message disappeared when an agent forwarded it to a queue that was closed. The reason was that
the original customer's address was replaced by the forwarding agent's address, and thus, the Service
Closed prompt was not sent to the original customer. Now the original address is stored, and the customer
gets the Service Closed prompt.

4.2.4 CRM Integration-Related Issues

If an agent had the IC WebClient window and the CDT Outbound campaign window open, CDT was
automatically put on top when the Outbound campaign wrap-up was started after a customer call. CM
0020079747 0000774791 2013

4.2.5 Dashboard Issues

Monitoring showed incorrect information (CDT> Dashboard> Personal> E-Mails> All Count was not updated
correctly) because of a duplicate MailAllocated event sent by CEM when an e-mail was picked from a
hunt group queue. This fix replaces the workaround implemented in SP06. Fixed in CEM.

4.2.6 Directory Issues

If a directory field contained several rows, the formatting was lost when the field information was saved. Now
directory fields support line breaks. CM 0120025231 0000971578 2013

Directory groups were not listed in the directory. CM 0020079747 0001043702 2013

The Agents Serving value in the Directory search result list (shown in the tooltip) was different from the
related Agents Serving value shown in the CDT queue list.

4.2.7 E-mail Issues

When a user selected a template text and clicked Apply to add the text to an e-mail, the text was added into
a wrong place. CM 0020079747 0000732922 2013

E-mails could not be sent from the BCM system, and resetting EmailSender helped only for a while.
The error was in the file name of a free-form e-mail attachment. If the database contained a corrupted file
name and the message could not be sent, sending any free-form e-mails was blocked. Now the system is
improved in the following ways:
Attachment file name handling is improved so that corrupted file names are not written into the
database.

8
 EmailSender now behaves correctly if an attachment file creation fails.
Send requests are now removed from the queue if sending a message fails after several retries.

It is now possible to open a hyperlink in the e-mail edit mode by clicking the e-mail and simultaneously
pressing the Ctrl key. This activates the html read mode for a moment and hyperlinks can be opened by
clicking the link. Additionally, the list updating has been fixed so now the latest message is always focused
but without changing the real focus in CDT (which can be for example in the message input field).CM
0020079747 0000887183 2013

With large directories, Directory Server failed to refresh the in-memory cache, or it locked the key tables in
the Directory database for a long time. This could cause outdated information to be shown in the caller
information field in CDT or failed directory searches in CDT. Fixed in Directory Server.

E-mails could not be sent from BCM system, and resetting EmailSender helped only for a while.
The error was found to be in the filename of a free-form e-mail attachment. If database contained a
corrupted filename and that message could not be sent, it blocked sending any free-form e-mails. Now the
system is improved in the following ways:
1. Attachment file name handling is improved so that corrupted filenames are not written in database.
2. EmailSender now behaves correctly if attachment file creation fails.
3. Send requests are now removed from the queue if sending a message fails after several retries. CM
0020079747 0000904141 2013

In a multi-CEM environment, it may happen that CEM does not send the MailForwarded event to Data
Collector when an e-mail is forwarded to a hunt group queue and an agent picks the e-mail and forwards it to
another queue. Fixed in CEM.

Queue counters (the average waiting time, the longest waiting time, and the number of e-mails in the queue)
of an e-mail queue in the hunt group mode may have incorrect values in a multi-CEM environment when an
e-mail is picked from the queue and forwarded to another queue within a few seconds. Fixed in CEM. CM
0120025231 0000871672 2013

Reporting events might be missing in a multi-CEM environment, if an e-mail has been registered into a hunt
group queue on another CEM than the one the agent has logged on, and the agent picks and handles,
forwards or deletes the e-mail within a few seconds. Fixed in CEM. CM 0120025231 0000658203 2013

The header data was missing when an e-mail was printed. Now sender, receiver, time, subject, and the case
ID are included in the printout. NOTE: The shown values differ depending on if the e-mail has been opened
for viewing (i.e. the e-mail not changed yet) or for editing (i.e. the e-mail properties changed). CM
0020079747 0000577438 2013

Agents received chats or calls immediately after they had sent an e-mail, though they still needed to deal
with the e-mail. The error was that queue contacts were treated as if they were other sent e-mails (that do
not need wrap-up). CM 0020079747 0000915223 2013

When a user created a new e-mail and sent it and later searched for it in History to resend it with more
information, the To field was empty. CM 0020079747 0000785054 2013

In a multi-CEM environment, when the agent had accepted an offered e-mail from an auto-allocation queue,
another e-mail could be allocated to the agent. Corrected in CEM Server.
CM 0120025231 0001108223 2013

Due to the Exchange conversion of MSG-format attachments to plain-text RFC822 messages, the
attachments were in an incorrect format (MHT) when received by BCM users. This has been fixed and now
extensionless messages/rfc822 attachments are written to the database using the EML extension instead of
MHT. Fixed in CEM. NOTE: Files with the EML extension open with MS Outlook, with the exception of
Outlook 2007. However, MS has a hotfix available for the issue. Other programs capable of handling EML
files include Outlook Express, Windows Mail, Windows Live Mail and Mozilla Thunderbird. CM 0020079747
0001085392 2013
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When an e-mail was allocated to an agent from a queue, and the agent forwarded it to another queue, no
more e-mails could be allocated to this agent. The reason was that CEM did not clear the contact from the
source queue before registering it in the destination queue. Corrected in CEM Server. CM 0120025231
0001162440 2013

The reserved word {CASEID} was replaced with the e-mail conversation ID (CID) in e-mail prompts. Now
{CASEID} refers to the actual case ID. Fixed in CEM.

E-mails were read twice from the e-mail server due to a lack of synchronization in IMAP account polling
between CEMs. Fixed in CEM. CM 0120025231 0000383929 2013

4.2.8 Outbound Issues

Agents worked in an OB campaign, and the System Management > Channels > Contact Center > Allow
Queue Calls During Outbound Campaigns option was enabled, but agents were never allocated any inbound
calls. The reason was that the Queues > Advanced Settings parameter PDForceIBLimit defines the
situation when inbound calls are allocated to agents participating an Outbound campaign. The value entered
for the parameter was ESTWAIT, <waiting time limit>, <minimum limit for calls per
agent> <maximum limit for calls per agent>, but the two limits for calls per agent were falsely
presented, and the parameter never met the critical limit that should have started inbound call allocation.
Now the calls per agent values are calculated right. CM 0020079747 0000827890 2013

If the LAN connection is disconnected, CDT takes automatically WLAN in use, but if this happen during an
OB campaign, the agent cannot hear the customer, and vice versa. Now switching from LAN to WLAN is
properly treated in the new terminal.

When importing OB calling list, the title had maximum of 64 characters and it did not support unicode. The
limit is now changed to 400 characters, and unicode support is added. Also, in the OB initial info view, the
customer data field had a limitation of 400 characters, now this limitation has been removed.

The following issues have been fixed:

The predefined hyperlinks in the Campaign Remarks area did not open when clicked.
The Leave Campaign and Pause buttons were not enabled when a connected call was disconnected
and the classifier Successful was selected. The buttons were activated if the same row was clicked
manually.
Internet Explorer 10 issue only: Although an agent was not able to edit the customer data fields, the
agent was able to clear the field value by clicking the Clear field (X) button, which is forced by IE10
into all input fields. Therefore the cleared data was also saved into the database, which was a bug.

4.2.9 Presence Profile Issues

If an agent, whose time zone has negative time difference compared to UTC, selected a profile with any
default duration, the end date was counted incorrectly. CM 0120025231 0000876477 2013

4.2.10 Recording Issues

If a recording file contains padding byte, it is removed when 2 files are combined. Fixed in the terminal
component. CM 0020079747 0000800409 2013

Quality Monitoring Server (QMS) could not record the call that was made because of a callback request. To
create a callback, BCM makes a call to the agent and to the customer and joins these two. Call Dispatcher
(CD) sent QMI information for the incoming agent call only, and the customer call was not recorded. Now CD
sends the QMI information about the joined call as well. Fixed in CD.

4.2.11 Scripting Issues

The following issues have been fixed:
It was not possible to select and copy question texts in scripts using Ctrl + C.
Users were required to enter too exact values (even seconds) into a date-and-time field. Now if users
enter only the date, CDT fills automatically the missing time when the script is saved.

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4.2.12 Search Issues
When calls were searched using the history search, The History view did not show the scripts that were
attached to the calls. CM 0120025231 0001035824 2013

4.2.13 Settings Issues

In case of a migration from the 6.0 version to 7.0, CDT failed to read migrated parameters. This led to a
situation in which the settings defined in System Configurator (SC) were not taken into use in CDT. Now
CDT reads the parameters correctly.

4.2.14 Supervisor Issues

When a supervisor was supervising, the function used for the previous agent was active also for the next
agent. Now each supervising session must be started manually. Within a session the selected function
continues from call to call except barge-in is ended when the call ends.

4.2.15 User Interface Issues

Balloon events were not shown in the taskbar notification area in XP. Fixed in terminal.

After reloading CDT, the You do not have rights to use CDT message appeared. This occurred due to
multiple reload starts. Now the Reload menu option is only available when the user interface reloading has
finished.

When a call transfer was started using the transfer-on-hold method but stopped before the call was
transferred, the target number was not shown in the number field. CM 0120025231 0001277854 2013

4.2.16 Voicemail Issues

The icon that indicates a new voicemail did not work with queue voicemails if a user did not have a personal
voicemail. This has been fixed, and now the icon notifies of new queue voicemails even if the user does not
have a personal voicemail. CM 0120025231 0000825965 2013

4.2.17 Wrap-Up Issues

Wrap-up did not work as expected:
- In a SAP CRM/OII integration system, when handling contacts from other than SAP CRM queues, CDT did
not go to wrap-up after a call but stayed in the Ready mode. It was found out that CDT did not change to the
wrap-up when a scripting was opened, as it should.
- CDT did not go to wrap-up but stayed in Ready mode, this happened either all the time or after some
working hours.
- CDT sent the status info to CEM when the last call had ended, only. Now it applies also to other contact
types (E-mails and chats).
CM 0120025231 0000935812 2013, 0020079747 0000887040 2013, 0120025231 0001035772 2013

An agent's wrap-up status is no longer affected by an inbound or outbound direct call that is disconnected
before it is answered. Now the agent stays in the wrap-up. CM 0020079747 0000823225 2013, CM
0020079747 0001082625 2013, CM 0120025231 0001148832 2013

4.3 Integration Interfaces Defects

4.3.1 OII
The following issues happened in systems integrated with SAP CRM:

When a user after having a break chose the Ready profile in CRM, he was not returned to the profile he had
before the break, but to the profile with the highest priority. Choosing the profile manually could be done only
in CDT.
Now the OII interface remembers the previous profile, and returns to it when the user sets the Ready profile
on, or the absence profile with a definite duration has elapsed. CM 0120025231 0000940545 2013

Agent received action items though he had an absence profile. The fault happened when the agent had
accepted an action item, and then selected the absence profile, and then CDT was reloaded, or closed and

11
reopened. Now OII waits until user changes to Ready, before starting alerting the action item (or e-mail)
again. CM 0120025231 0001022358 2013

Multiple issues:
When the variable Enable Phone Channel Multi-Session was selected
(OII.PhoneMultiSession=1) only the first call went to wrap-up mode. Now all calls go to wrap-
up as designed.
If user is logged in to ICWeb, and CRM is restarted then OII thinks that IC web session is still on.
When the user starts IC web again CRM does not do logoff for old session but only logon to new
session, and this made OII see user already at the ready state. Now relogon sets the user to logged-
off state for the duration of the logon sequence.
BCM changed to not ready without user action, when e-mail or action item was alerting. Problem
happened when e-mail or action item was first accepted, but then IC WebClient was closed. When it
was restarted, OII put CDT to Not Ready status while e-mail or action item was alerting. Problem did
not happen normally with new e-mail or action item.
When IC WebClient was closed while OII was sending actionItemChanged and userChanged
events to CRM, this caused the userChanged event to remain in OII memory. This caused delays
later on when OII sent any SOAP message for this user.
CM 0120031469 0003295179 2013

If there were several CDTs running when OII was restarted, OII received so many messages so quickly that
it ran out of memory. Now sending the messages is improved so that the memory utilization is diminished.

Agents received multiple action items alerts at the same time. The reason was that OII made errors in
handling pending e-mail.
1) OII should not alert pending e-mails but user must pick the pending e-mail using CDT.
2) OII should not alert pending action items but automatically pick one, and send the MailPicked event to
CEM, so that CEM does not allocate more e-mails or action items at the same time.
CM 0120025231 0001108223 2013

Reloading IC WebClient while the CRM multi-chat session was connected or in wrap-up caused CEM to
keep the session for the agent, meaning that CEM would not allocate enough new chats for the agent. Now
OII ends the chat sessions properly when IC WebClient is closed.

Calls in an outbound campaign generated from a CRM call list, activated and executed in BCM were not
handled in a specific order. This occurred because the calls that come from CRM have by default the same
calling time, and calls with the same calling time were called in a random order. CM 0120025231
0001021479 2013

4.4 IP Desk Phones Defects

External Terminal Controller (ETC) crashed if the MTD mode activation message for a CDT agent arrived to
ETC while ETC was sending agent status refresh messages to CEM.

4.5 IVR Defects

In a contact center where Survey IVR was in use, the agent was connected to the survey after a consultation
call to another agent was finished. Now, instead of that, the customer is connected to the survey only after
the original call is finished. CM 0120025231 0000941438 2013

The average waiting time prompt spoke about minutes but the time was calculated as milliseconds.
Additionally, in a multi-CEM environment, if the remote CEMs did not have any agents or calls, the waiting
time estimations were false, and the false values were added to the average value. Now the time unit is
corrected and false estimations are removed from calculation.

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4.6 Logs
When the CDT log level was informational messages and users changed their password, the passwords
appeared in a clear text in the BCMUI logs. Fixed in terminal.

Webclient logging has been improved in database-related error situations.

The level of the following error messages has been changed from Warning (WRN) to Trace (TRC):
TRC> Env.MAP_LANGUAGE : Empty language '', returning default system language
'EN'
TRC> CDOEvents : Using queue default priority and language due to no address
mapping : 'account':

Data Collector (DC) prints a warning message into the log if database transactions are delayed by more than
half an hour to any data destination. CM 0020079747 0001061177 2013

CEM was hardcoded to use the value zero for the advanced logging parameter DebugScheduler, and
changing its value in the registry did not have an effect on the running configuration. Fixed in CEM.

4.7 Online Monitoring Defects

Calls that arrived when the service was closed were calculated also to false attempts. This resulted in
incorrect results in monitoring summary data calculations. CM 0120025231 0000886746 2013

In Contact View, the search did not give any results. The reason was that when the user's personal Max
Contact Search Time Range in Hours was defined smaller than the default 24 hours, and the start and end
times of the search were defined as days, the start and end times were set to the same time, and no results
could be given. Also, if the administrator limited the search time in SC more than the earlier set personal
limit, the new, tighter limit did not take effect. CM 0120025231 0000505314 2013

The Paused column has been added to the Queue Statistics and Group Leader Statistics views to show the
number of agents who have an absence profile. CM 0120025231 0000714897 2013

In some IVR-related call-recording scenarios, incorrect contact recording GUID was reported. Fixed in CEM.
CM 0120025231 0000668836 2013

In the Agents' Active Contacts view the forwarded contacts were shown for the agent that had forwarded
them. Now the view is fixed not to show forwarded contacts but only the time that is used for handling the
contact before forwarding.

When e-mail is transferred to another agent, the Online Monitoring > Contact View > Agent column used to
show the first agent. Now it shows the agent, who is currently handling the e-mail.
Previously wrap-up time was not calculated if it was before the contact was ended. Now, if wrap-up is done
during the contact, the Wrap-Up Time is the time difference between AfterworkBegin and
AfterworkEnd events. Note that after this change the total time cannot be calculated as
Waiting Time + Talking Time + Wrap-Up Time but the Total Time column will show the real total time.

Webclient truncate error happened if there was a queue name longer than 64 characters, and the queue was
used in virtual applications.

Irrelevant error messages were printed in the webclient log. CM 0120025231 0001104071 2013

Texts in Agent Active Contact View overflew to other cells. Now the overflowing part is hidden.

If a campaign was started when the Online Monitoring was open, the campaign was not seen in OB
Campaign View > Campaign dropdown list until monitoring was reloaded. Now the dropdown list is
populated each time the OB Campaign View is opened.

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The schedule-based waiting time for reporting is now reset when an agent transfers an e-mail contact to a
queue or to another agent. Also, MailForwarded events are no longer written for queue overflows. Fixed in
CEM.

The Online Monitoring user interface showed wrong times for contacts if the workstation was set up to use
certain time zones, such as UTC+05:30 or UTC+05:45. CM 0020079747 0001112183 2013

In Online Monitoring, chats were calculated both to Arrived and False Attempts when the service was closed
and the setting Reporting > Statistics Settings > Monitoring Settings > Include in Monitoring Contacts Arrived
When Service Is Closed was in use. Now in that case calls and e-mails are shown in Arrived but chats as
False Attempts.

In Online Monitoring, e-mails were not included in Handled if they were deleted in CDT preview mode. Now
all deleted e-mails are included in the number of Handled e-mails.

4.8 Prompts
The prompt file WPRS9.wav for Swedish and Danish (Kommer tillbaka kl... and Kommer tilbage kl...)
contained an extra "kl" (the prompt WPRS10.wav is used for producing "kl"). This was a result of a translation
error that will be fixed later. To fix this for the time being, the extra "kl" has been removed from the Swedish
and Danish prompt WPRS9.wav.

4.9 Reporting Defects

Reporting has been fixed not to create a new queue member when just the queue's description is changed
and the setting Add New Member when Queue Description Is Changed is not selected. CM 0120025231
0001002249 2013

Reporting now collects and shows skill statistics for e-mails and chats.

Rest time (RestingTimeInSeconds) was greater than wrap-up time (AfterworkTimeInSeconds).

Resting time was reported totally for an interval when the wrap-up ended. In this fix, the resting time is
divided into different reporting intervals. Fixed in FactCEMContacts and FactCEMAgents tables. Now the
rest time cannot be bigger than wrap-up time. CM 0020079747 0000945325 2013

Application Help opened from the Reporting application used occational language. Now it chooses the
language according to the browser language if the language is supported in BCM and the corresponding
help package is installed into the BCM system.

4.10 System Configurator (SC) Defects

If a user of System Configurator or Infrastructure Administrator had the Java version 1.7.0_40 or higher, the
file selection icon failed to open the file selection dialog.

Create Owner Rights has been removed in SC > System Tools > Import > Users. This option is based on an
old feature and therefore no longer needed.

If a calendar had several date ranges, the Data column in the Calendar list view only showed one range that
had been linked to a calendar. Now all date ranges are displayed in this column. CM 0020079747
0001034895 2013

When multi-chat settings in SC > User and Role Management > Users > Contact Settings were changed,
CEM ignored the changes. Now it takes the changes into account on the fly. Fixed in CEM.

The Loop Type field for default multiple-step audio prompts was always disabled. This has been fixed, and
now the Loop Type field is enabled for editing with appropriate rights. In addition, the empty selection from
the Loop Type selection has been removed. The option All Steps is the default.

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Changes to the system language priorities were not reflected to schedule-based prompts that had been
accessed (cached) by CEM until CEM was either restarted, or the affected prompts were modified in SC.
Fixed in CEM.

A presence profile import with a presence profile type Conference failed if the default behavior was not
defined. This occurred because the field BehaviorDefault was mandatory. This field is now allowed but
not mandatory.

Empty values in user settings templates resulted in an error in the CEM log. Now a warning is printed in the
log instead of errors. Also, conversion errors caused by values such as NULL are not logged at all. Fixed in
CEM.

If in an IVR, the prompt element had a condition set but no language, the system default language was
used instead of the IVR language defined earlier. Now the set IVR language is used.

IVRs failed if the element IDs were shorter than 3 characters. Now the limit is 1.

The following issues have been fixed in CEM:

The address of an overflow chat queue defined in System Configurator > Queue Management >
Queues > Contact Management > Forwarding > Extension for Default Queue was processed as a
phone number, for example chat@company.com became CHATCOMPANYCOM. Due to this, chat
queue overflow did not work.
Chat contacts were not added to the queue statistics of the default queue after the overflow.

If the action of a prompt step was changed (for example the action Play File changed to Current Average
Waiting Time), the previously filled fields that were not relevant for the new action in the Steps block were
not cleared.

Saving a new custom IVR failed if a customizer was added to the IVR.

A copied reply template could not be edited before saving and closing due to a rights checking issue.

4.11 Quality Monitoring Defect

Quality Monitoring Server (QMS) could not record the call that was made because of a callback request. To
create a callback, BCM makes a call to the agent and to the customer and joins these two. Call Dispatcher
(CD) sent QMI information for the incoming agent call only, and the customer call was not recorded. Now CD
sends the QMI information about the joined call as well. CM 0120025231 0000997969 2013

4.12 Miscellaneous Defects

4.12.1 Bridges
SIP Bridge crashed when a call was ended, and no new calls could be made nor received until SIP Bridge
was restarted. It was found out that SIP Bridge may get corrupted if it receives a SIP message connected to
a call it is just closing. That happens if both ends of the call are closed exactly simultaneously. Now message
handling has been improved.

4.12.2 Client Components

If a USB handset device is set to mute when a call arrives to CDT, the handset is automatically set to unmute
state and returned to mute state after the call has finished.

4.12.3 Databases
When a customer had a long retention time for history data, the history data cleanup process did not perform
optimally and caused load to SQL server. Now the history data cleaning is improved.

In 7.0 SP6 static GUID was used to name temporary process tables. This lead to that tables with similar
names were used for different customers and may cause unaccepted results in directory data. Now
installation recreates default directory templates back even when they have been removed from the system.

15
These issues appeared in ASP environment, in addition to actual fixes we added recommendations in
Installation and Operation Guides to place different customer systems in different SQL instances, and to
schedule their jobs differently.

Now, if the Use Windows Authentication is selected but also the SQL password is given during database
installation, the password is ignored in Data Destination configuration.

Old history data was not removed in the Monitoring database. Now the table TAMQueueStatsHistory has
been fixed. CM 0120025231 0001148919 2013

4.12.4 Email Sender

Configuration of the e-mail SMTP Drop directory had no effect on Email Sender. The default path was
always used. This has been fixed.

4.12.5 Media Routing Server (MRS)

Access violation error messages appeared. It was found that MRS was corrupted by too long prompt names.
Now internal checks in MRS prevent corruption. CM 0120025231 0000769610 2013

If recorded RTP stream contained corrupted packets, MRS could crash under rare circumstances. Now MRS
crash during recording file mix process has been prevented. CM 0120025231 0001287651 2013

4.12.6 Various Components

Connection Server gave lots of "very close to timing out warning messages" from Agent Servers. Connection
Server was disconnected from Agent Server probably due to network issue and was not able to resume the
peer connection again. It stayed in disconnection state for a very long time until rebooted. CM 0120025231
0001053938 2013

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