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Release Notes for Cisco Unified WorkforceOptimization Quality ManagementFirst Published: August 27, 2015Last Modified: August 27, 2015Release: Cisco Quality Management Release 11.0(1)Contents Introduction, page 1 System Requirements, page 2 New and Changed Information, page 2 Installation Notes, page 4 Limitations and Restrictions, page 4 Caveats, page 8 Related Documentation, page 9IntroductionThese release notes describe all versions of Quality Management 11.0 new features, requirements,restrictions, and caveats.These release notes are updated for every base and service release but not for engineering specials.Before you install Quality Management, we recommend that you review this document for informationand issues that may affect your system.Cisco Systems, Inc.www.cisco.com

System RequirementsSystem RequirementsQuality Management supports the following environments: Cisco Unified Contact Center Express (Unified CCX) 8.5, 9.0, 10.0, 10.5, 10.6, 11.0 Cisco Unified Communications Manager (Unified CM) 8.0, 8.5, 8.6, 9.1(2), 10.0, 10.5 SU2a,11.0(1a) Cisco MediaSense 8.5, 9.1, 10.0, 10.5, 11.0Quality Management has direct dependencies on Cisco Unified CM for CTI and SIP events. Therefore,Quality Management compatibility with Unified CM is generally limited to the corresponding UnifiedCM version at the time of release and at least one prior version. Previous versions of QualityManagement are not generally updated for compatibility with new versions of Unified CM.New and Changed InformationQuality Management 11.0 includes these new changes and features.Release 11.0(1): Merged the Desktop Requirements Guide, Desktop Applications Deployment Guide, and FirewallConfiguration Guide into the Installation Guide. Added support for Network Based Recording using the Cisco Unified CM Recording functionalityfrom either an IP phone (BIB) or gateway. Network Based Recording supports Cisco CUBERecording via SIP and Cisco MediaSense. Added information on hard disk drive (HDD) partitioning. Added information on configuring a customer relationship management (CRM) system. Added information on integrating SNMP. Added the Kerberos Authentication check box to the Enterprise Settings window. When enabled, auser must enter the AD credentials to access Recording controls. Added support for cloud based recording storage for Quality Management. Added support for two stage upload. Two stage upload functions in one of two manners:1.If you are using Desktop Recording (or Gateway Recording), the Desktop Recording servicewill round robin through all Recording Servers associated with the site. This will happenregardless of the location of the Recording Servers. If you are using Desktop Recording andneed to limit your uploads to a local Recording Server, you will need to configure a site for thatlocation.2.If you are using Server Recording, the Desktop Recording service will round robin throughRecording Servers that are in the same cluster as the agents. All recordings will go to your localRecording Cluster. If no configuration information is available for your local Recording Cluster,no recordings will upload from those agents. Added support for Unified CCX version 11.0, Unified CM 11.0(1a), and MediaSense11.0. Added support for configuring the default time format at a global level. You can now choosebetween the 24 hour and the 12 hour time format in Interface Settings under Recordings InterfaceConfiguration. Desktop Configuration Administration has been renamed Recording Columns and now appearsunder Recordings Interface Configuration.Release Notes for Cisco Unified Workforce Optimization Quality Management2

New and Changed Information Export Recordings Administration has been renamed to Export Permissions and now appears underRecordings Interface Configuration Interface Settings. Added support for importing and exporting an inclusion/exclusion list to the Inclusion List underSystem Configuration. Added support for the Contact Basic Search API. The Contact Basic Search API returns detailsabout an in progress or most recently completed call. See the API Programmer Guide for moreinformation. The roles and scope for the system reports in the Reporting application have changed as follows:System ReportOld RolesNew RolesRecordingManagerAccess By User Archive UserSystem AdministratorTelephony AdministratorArchive UserManagerRecordingAccess ByContactManagerSystem AdministratorArchive UserTelephony AdministratorManagerArchive UserUser Recording SupervisorStatusSystem AdministratorTelephony AdministratorManagerSupervisorSystem StatusManagerSystem AdministratorTelephony AdministratorAudit TrailNot applicableSystem Administrator Added support for Network Based Recording using the Cisco Unified CM Recording functionalityfrom either an IP phone (BIB) or gateway. Network Based Recording supports Cisco CUBERecording via SIP and Cisco MediaSense. Improved the scrubber on the Media Player. Updated the instructions for installing desktop applications. See “Installing Desktop Applications”in the Installation Guide. Updated the localized strings to the Cisco Workforce Optimization interface in Danish, Dutch,German, French, Italian, Portuguese (Brazil), Spanish (European), and Swedish Updated the localized help for Quality Management version 10.5(1) in Danish, Dutch, FrenchGerman, Portuguese (Brazil), and Spanish (European). Included the localized help for Quality Management version 10.0 in Italian and Swedish. For thelatest description of Quality Management 11.0 features see the English version of the ApplicationGuide. Added localized PDFs for the User Guide in Chinese (Simplified and Traditional), Danish, Dutch,French, German, Korean, Portuguese (Brazil), and Spanish (European) Bug fixesRelease Notes for Cisco Unified Workforce Optimization Quality Management3

Installation NotesInstallation NotesNoteOver the top upgrades from version 10.5 and earlier to 11.0 are not supported. All such upgrades mustbe manual. This means that the old version of Recording and Quality Management (but not yourRecording and Quality Management database) must be uninstalled before the new version is installed.Over the top upgrades from 11.0 to newer versions of 11.0 are supported.If you are upgrading from 10.5(1) SR4, note that the installation instructions has changed for web serverredundancy. A Configure High Availability tool has been added to System Configuration(PostInstall.exe). See “Web Server Redundancy” in the Installation Guide for more information.If you upgrading from 10.5(1) or earlier and you modified the recordingcontrols.properties file (forexample, to limit the buttons that users can see) for Recording Controls, you must update therecordingcontrols.properties file after you install 11.0. The recordingcontrols.properties file has beenupdated to support new features.Possible errors that might occur when you install 11.0(1) are as follows: If you upgraded from an 8.x system to 10.5 before 11.0, you will need to adjust the database entriesafter installing 10.5(1). To adjust the data base entries run the following command against theSQMDB in SQL: update ServerPropertiesset setting 100 where id ’serverMaxConcurrentRecordings’ and set 100 If you notice that the associated call IDs are blank on some calls and that causes recording playbackto fail, run the following SQL script in Microsoft SQL Server Management Studio: UPDATE ccr SET associatedCallId POWER(CAST(2 AS BIGINT),48) POWER(CAST(2 AS BIGINT),32) *FLOOR(DATEDIFF(DAY,'1970-01-01',startTime) / 7) icmCallId FROM ccrWHERE associatedCallId '' If a “script missing” message appears when you install the SR, the Patches.xml file is corrupt. Towork around this problem, delete the Patches.xml file in the webapps/TUP/ product folder, andthen run a repair on the base release from Add or Remove Programs. The repair on the SR will beinitiated automatically.For step-by-step installation and upgrade instructions, see the Installation Guide.Limitations and RestrictionsMulti-line devices must use the same Network Recording service for eachextensionWhen configuring extensions on a single device for network recording, any extensions that are enabledfor network recording must use the same Network Recording service.Quality Management Administrator associates a device with a recording service, so it cannot assign anindividual extension with a separate recording service.Release Notes for Cisco Unified Workforce Optimization Quality Management4

Limitations and RestrictionsRestarting the Network Recording service while performing network recordingmight cause poor quality audioCalls that are active when the Network Recording service is stopped and are still active when the serviceis restarted might result in recordings that have poor-sounding audio.To work around this problem, do not restart the Network Recording service while calls are active.Symptoms will persist until all the calls that were active when the Network Recording service wasstopped have been disconnected.“Stop running script” messageThe “stop running script” message appears when there are more than five widgets in your dashboardwhen using Microsoft Internet Explorer 8 or 9. If you use more than five widgets, the page becomes slowand unresponsive. To work around this problem, upgrade to Microsoft Internet Explorer 10 or 11.A “script missing” message appears when you install an SRThe “script missing” message might appear when you install Quality Management.The message appears when the install attempts to modify a corrupted Patches.xml file. To work aroundthis problem, delete the Patches.xml file in the webapps/TUP/ product folder, and then run a repair onthe base release from Add or Remove Programs. The repair on the SR will be initiated automatically.Login fields are cleared when you select a language from the Languagedrop-down listWhen you complete the fields on the Workforce Optimization Login page and then choose a languagefrom the Language drop-down list, the login fields are cleared. To work around this issue, choose alanguage before you complete the remaining login fields.A search by Contact ID should ignore all other filtersSearch Recordings only ignores the values for Specific Date and Date Range when you specify a ContactID. If you include values for other search fields, the Contact ID you are looking for might not appear inthe search results.To work around this problem, use the Contact ID field alone or only with the Date Range and SpecificDate fields that will be ignored. If you use one of the other filters the specified values need to match thedata in the record for the search to be successful.Release Notes for Cisco Unified Workforce Optimization Quality Management5

Limitations and RestrictionsA call is attributed to the last user who logged into a phone configured for HotDesking and MediaSense RecordingIn this scenario, a Hot Desking agent receives a call. While the first Hot Desking agent is on the call, asecond Hot Desking agent logs in to the same phone using an API tool. When the call ends, the Recordserver assigns the call to the second Hot Desking agent. There is no workaround for this issue.Generic memory error icon appears when trying to play back a screenrecordingGeneric memory error icon appears when trying to play back a screen recording.The generic memory error icon appears when you try to play back a recording that includes a screenrecording.When the generic memory error icon appears in the Screen window and the screen recording will notplay back. Adobe Flash Player displays the generic memory error icon when running in a very low memoryenvironment. It indicates that the web browser does not have much memory available. For moreinformation on the generic memory icon, go ang/To work around this issue, close the web browser, then reopen the web browser and try again.When a supervisor or manager accesses the Dashboard an error messageappearsWhen you first access the Dashboard, the following error message appears:The range is not validNote that the value for each band changed from a range of numbers to a single integer in 11.0.To resolve this issue, delete the existing Best Performers Widget and then create a new one. Or changethe Band values in the widget from a range of numbers to a single integer.The client PC flashes when Live Screen Monitoring is initiatedWhen you initiate Live Screen Monitoring, the client PC will flash black for a few seconds beforeestablishing the connection.Release Notes for Cisco Unified Workforce Optimization Quality Management6

Limitations and RestrictionsTo disable the flash:1.Click Start, type services.msc in the search field, and then press Enter.2.From the Services window, double-click Desktop Window Manager Session Manager.3.Choose Disabled from the Startup type drop-down list and then click Apply. You will need to restartyour client PC.4.Optional: Disable the Desktop Windows Manager Session Manager if you do not want to restart yourclient PC.The Team Scores All Data report displays non-configured usersWhen generating a report, the Agent field displays two instances of the same user. In the database, theseare actually different users with the same name, only one user is configured and should be shown. Thereis no workaround for this issue.Record option in Recording Controls fails to tag and record the callWhen issuing a Record option in Recording Controls, the API fails to record the call and mark the callas “agent tagged”. There is no workaround for this issueWindows Aero theme is not supported by the Desktop Recording serviceLive screen monitoring is based off the Microsoft Windows Desktop Sharing API. This same API is usedby Microsoft Windows Remote Assistance. One limitation of the Microsoft Windows Desktop SharingAPI is that it does not support the Windows Aero theme for the PC being monitored during th