releasenotesforciscounifiedworkforce ...€¦ · 2. release notes for cisco unified workforce...

Release Notes for Cisco Unified WorkforceOptimization Quality Management Release 9.0

First Published: June 15, 2012Last Modified: September 28, 2012

These release notes describe all versions of Cisco Unified Workforce Optimization Quality Management9.0.

To view the release notes for previous versions of Quality Management, go to:http://www.cisco.com/en/US/products/ps8293/prod_release_notes_list.html.

To access the latest software upgrades for all versions of Quality Management, go to:http://www.cisco.com/cisco/software/type.html?mdfid=281160976&catid=null.

Contents• Introduction, page 2

• System Requirements, page 2

• Related Documentation, page 2

• New and Changed Information, page 3

• Installation Notes, page 3

• Limitations and Restrictions, page 4

• Caveats, page 7

• Troubleshooting, page 10

• Obtaining Documentation, Obtaining Support, and Security Guidelines, page 10

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http://www.cisco.com/en/US/products/ps8293/prod_release_notes_list.html

http://www.cisco.com/cisco/software/type.html?mdfid=281160976&catid=null

Introduction

IntroductionThese release notes describe new features, requirements, restrictions, and caveats for Cisco UnifiedWorkforce Optimization Quality Management 9.0. These release notes are updated for everymaintenance release and service release but not for engineering specials or engineering tests. Before youinstall Cisco Quality Management, we recommend that you review this document for information aboutissues that may affect your system.

System RequirementsQuality Management supports the following Cisco Unified Contact Center Express (Unified CCX) andUnified Communications Manager (CM) version combinations:

Table 1 Cisco System environment

Cisco Unified CCX Cisco Unified CM

9.0(x) 9.0(x), 8.6(x)

8.5(x) all SUs 9.0, 8.6(x) SU2 or later SU, 8.5(1) all SUs, 8.0(x) all SUs

8.0(x) all SUs 8.6(x) SU2 or later SU, 8.5(1) all SUs, 8.0(x) all SUs

When configuring your environment, consider the following:

• Quality Management supports Network Recording with only Unified CM versions, 8.5(x), 8.6(2)SU2 or later SU, and 9.0(x).

• Cisco MediaSense 8.5(3) or later requires Cisco Unified CM 8.5(1) or later.

• Unified CM 9.0(x) is only supported with Quality Management 9.0 SR2 or later.

• Unified CM 8.6(2) SU2 is only supported with Quality Management 9.0 SR2 or later.

Related Documentation• Cisco Unified Workforce Optimization Quality Management Installation Guide

• Cisco Unified Workforce Optimization Quality Management Application User Guide

• Cisco Unified Workforce Optimization Quality Management Administrator User Guide

• Cisco Unified Workforce Optimization Quality Management CAD Integration Guide

• Cisco Unified Workforce Optimization Quality Management Error Code Dictionary

• Cisco Unified Workforce Optimization Quality Management Troubleshooting Guide

2Release Notes for Cisco Unified Workforce Optimization Quality Management Release 9.0

9.0

New and Changed Information

New and Changed InformationCisco Unified Workforce Optimization Quality Management 9.0 includes these new changes andfeatures.

Release 9.0(1) SR3

• Support for Microsoft Internet Explorer 9, 32-bit

• Bug fixes

Release 9.0(1) SR2:

• Support for non-call contact evaluation in the Recording application.

• Support for Dashboard lock down in the Dashboard application.

• Support for persisted column widths in the Recording application between sessions.

• Added icons to the Energy bar to mark instances of Talkover and Silence in the Recordingapplication.

• Improved performance in the Calabrio ONE interface.

• Added the Tag Call button to the Recording toolbar in the Recording application. Tagging a contactextends the contact’s retention time to the Tagged retention time.

• Added the Mark for Calibration button to the Recording toolbar in the Recording application. Acalibrated evaluation allows you to evaluate the evaluators and ensure the evaluators are using thesame standards to evaluate contacts.

• Added the Contact Detail report to the Reporting application.

• Added support for the Cisco MediaSense capture method for recordings.

• Support for Cisco Unified CM 8.6(x) and 9.0(x).

• Localized in Chinese (Simplified and Traditional), Danish, Dutch, German, French, Italian, Korean,Japanese, Portuguese (Brazil), Russian, Spanish, and Swedish.

Installation NotesTo ensure proper functionality, SR3 must be applied to the system prior to usage. The following stepsdescribe the installation procedure:

1. Install QM 9.0(1) base software (setup_MonRec_901.exe).

2. Cancel System Configuration Setup.

Note Do not complete System Configuration Setup.

3. Install Quality Management 9.0(1) SR3 (QM_9.0.1_57_SR3ES0_setup.exe).

4. Manually run System Configuration Setup (PostInstall.exe) on the Base server (C:\Program Files(x86)\Cisco\WFO_QM\bin).

5. Complete System Configuration Setup.


9.0

Limitations and Restrictions

Possible errors that might occur when you install 9.0 are as follows:

• 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 ccr

WHERE associatedCallId=''

• If a “script missing” error message appears when you install the SR, try the following workaround:

1. If the User Account Control (UAC) is enabled, disable it.

2. If UAC is disabled and the Patches.xml file in the webapps/TUP/<product> folder is corrupted,delete the Patches.xml file, and then run a repair on the Cisco WFO Monitoring and RecordingServices from Add or Remove Programs.

For step-by-step installation and upgrade instructions, see the appropriate Cisco Unified WorkforceOptimization Quality Management Installation Guide.

Possible errors that might occur when you install an Engineering Special (ES) are as follows:

• Repair hangs


Multi-line devices must use the same Network Recording service for eachextension

When 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.

Screen recordings of extra-wide screens fail when exported as WMVScreen recordings of monitors with a screen resolution greater than 2,048 pixels in width (for example,dual monitors side by side) play back as expected in Cisco Quality Management. However, when theserecordings are exported to WMV format, the screen recording portion of the recording appears as anarrow band of static when played.

To resolve this problem, set the screen resolution of the recorded monitor to a width less than 2,048pixels if you will be exporting the recording.

Restarting the Network Recording service while performing network recordingmight cause poor quality audio

Calls 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.


9.0


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.

Hot desking does not work when you log into a shared lineShared lines allow multiple phones to use the same extension. But you cannot use the shared line touniquely identify the phone that a user logged in to. For example, a phone has extensions 1001 and 9999,and 9999 is a shared line. The user can log in to the phone using the 1001 extension and hot deskingrecords calls to the 9999 extension. If the user logs in to the phone using the 9999 extension, hot deskingdoes not know which device the user logged in to because the 9999 extension does not uniquely identifythe phone.

When sending an API Login or Logout message to the Recording server or the Desktop Recordingservice, do not specify a shared line as the extension in the message. A shared line does not provide aunique identity for the phone. As a result, the message will be ignored. Use a unique extension on thephone for your Login message.

Stop running script errorThe Dashboard is limited to 5 widgets when using Microsoft Internet Explorer 7 or 8. If you use morethan 5 widgets, the page becomes slow and unresponsive. To work around this problem, use no more than5 widgets on the Dashboard.

Selecting a group does not populate the Team list in Microsoft Internet Explorer7

If you are using Microsoft Internet Explorer 7 to run a report from the Reporting application, the Teamlist might not populate when you select the first group in the Group list. To populate the Team list, clickthe second or third group in the Group list, and then click the first group again to populate the Team listfor the first group. If the Agent list does not populate when you click a team in the Team list, click thesecond or third group in the Team list, and then click the first team again to populate the Agent list forthe first team.

Web browser considerationsWhile Quality Management fully supports multiple browsers and version levels, our product testingshows substantial performance improvements when loading a page using Microsoft Internet Explorer 9or 8 over version 7. Therefore, Cisco recommends using version 9 or 8. Furthermore, testing withMozilla Firefox 3.x shows the highest performance and therefore should be considered in situationswhere page load speed is considered critical.


9.0


Recordings in Greenwich Mean Time are 1 hour off in user interfaceWhen a recording server is configured for the Greenwich Mean Time (GMT) time zone (for example,Dublin, Edinburgh, Lisbon, and London), the recording times in the Calabrio ONE interface are off by1 hour off. To work around this issue, delete the following item from the TZmappings file:

• GMT Standard Time: 0,1::GMT:

A “script missing” error message appears when you install an SR or ESThe “script missing” error message might appear when you install or remove an SR. The messageappears when the install’s attempt to modify the file fails due to insufficient permission or filecorruption. To work around this issue:


2. If UAC is disabled and the Patches.xml file in the webapps/TUP/<product> folder is corrupted,delete the Patches.xml file, and then run a repair on the SR from Add or Remove Programs.

The link to the Patches.htm file is brokenWhen you enter the URL for Patches.htm (http://<Base Server IP address orhostname>/TUP/QM/Patches.htm) from your web browser, the link is broken. To work around this issue:


2. If UAC is disabled and the Patches.xml file in the webapps/TUP/<product> folder is corrupted,delete the Patches.xml file, and then run a repair on the SR from Add or Remove Programs.

A repair on the base software hangsWhen you run a repair on the base software that includes an SR or an ES, the repair (CallRepair.exe)might hang before repairing the SR or ES. To work around this issue, create a text file calledSplkUpdate.cfg file in the C:\Program Files (x86)\Cisco\WFO_QM\config\config folder, if it does notalready exist, and add the following text:

CalRepairRunning=0

Cannot hear voice playback without clicking the progress bar on some contactrecordings

When attempting to playback a contact recording you cannot hear the voice recording. This problemoccurs intermittently. To work around this problem, click the progress bar to hear the voice recording.

Quality Management client upgrade with MR/ES/ET patches might failWhen upgrading Quality Management to 9.0 from a previous version with a patch installed (for example8.0(2) SR1ES2), the upgrade might fail. To work around this problem, ensure the application versionregistry key is set to the version you are upgrading from, then initiate the Automated Update feature.


9.0

Caveats

Asian characters are garbled when you open a report in CSV in Microsoft ExcelWhen you open a report containing Asian characters in CSV format in Microsoft Excel, the Asiancharacters are garbled.

To work around this problem, open the CSV report in Notepad.

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.

Caveats• Using Bug Toolkit, page 7

• Open Caveats, page 8

• Resolved Caveats, page 8

Using Bug ToolkitKnown problems (bugs) are graded according to severity level. These release notes contain descriptionsof the following:

All severity level 1, 2, and 3, open and closed bugs.

Significant severity level 4 open and closed bugs.

All severity level 1, 2, 3, 4, 5, and 6 resolved bugs.

You can search for problems by using the Cisco Software Bug Toolkit.

Before You Begin

To access Bug Toolkit, you need the following items:

• Internet connection

• Web browser

• Cisco.com user ID and password

Procedure

Step 1 To access the Bug Toolkit, go tohttp://tools.cisco.com/Support/BugToolKit/action.do?hdnAction=searchBugs.

Step 2 Log in with your Cisco.com user ID and password.


9.0

http://tools.cisco.com/Support/BugToolKit/action.do?hdnAction=searchBugs

Caveats

Step 3 To look for information about a specific problem, enter the bug ID number in the “Search for Bug ID”field, then click Go.

For information about how to search for bugs, create saved searches, and create bug groups, click Helpin the Bug Toolkit page.

Open CaveatsThe caveats in Table 2 describe possible unexpected behavior in the latest Cisco Unified WorkforceOptimization Quality Management 9.0 release. These caveats may also be open in previous releases.Bugs are listed in order of severity and then in alphanumeric order by bug identifier.

Table 2 Open Caveats for Cisco Unified Workforce Optimization Quality Management 9.0 SR3

Identifier Severity Component Headline

CSCty05151 3 qm QM Licensing service does not connect to Side B in HA UCC-X configuration

CSCty06622 5 qm CHT, CHS, KOR, RUS: QM: Month number instead of name in Reports

Closed CaveatsTable 3 contains information about the known limitations in the latest Cisco Unified WorkforceOptimization Quality Management release. Cisco has evaluated these defects on a case-by-case basis.For each defect, we have determined that one of the following is true:

The software functions as designed.

The issue cannot be resolved.

Table 3 Closed Caveats for Cisco Unified Workforce Optimization Quality Management


CSCty92241 3 qm XML parser fails to parse mangled workflow

CSCty06913 4 qm RUS: QM: String-- Unmark for HR --- is truncated and cannot be shortened

Resolved CaveatsThis section lists caveats that are resolved but that may have been open in previous releases.

Bugs are listed in order of severity and then in alphanumeric order by bug identifier. Because defectstatus continually changes, be aware that this document reflects a snapshot of the defects that wereresolved at the time this report was compiled. For an updated view of resolved defects, access the BugToolkit (see the “Using Bug Toolkit” section on page 7).


9.0

http://www.cisco.com/cgi-bin/Support/Bugtool/onebug.pl?bugid=CSCef52208

http://www.cisco.com/cgi-bin/Support/Bugtool/onebug.pl?bugid=CSCef52208

Caveats

The following sections list caveats that are resolved in Cisco Unified Workforce Optimization QualityManagement but that may have been open in previous releases:

• Release 9.0(1) SR3, page 9

• Release 9.0(1) SR2, page 9

Release 9.0(1) SR3

Table 4 Resolved for Cisco Unified Workforce Optimization Quality Management 9.0(1) SR3


CSCuc12036 2 qm Record servers sending QM2016QM1020 MANA messages alerting concurrentrecordings capacity

CSCuc11766 3 qm Search filter for tagged calls is not working for Compliance License

CSCuc11800 3 qm Corrupted raw files cannot be converted to wav

CSCuc12079 3 qm Citrix: QM Thin Client cannot keep connection to Upload Controller

CSCuo07244 3 qm PC hibernation causes subsequent recordings to fail

CSCuo07324 3 qm MANA reports notification failure for a disabled diagnostic task

CSCuc09852 3 qm Failure to detect phone could lead to screen recording outage

CSCuc09868 3 qm Call duration mismatch

CSCuc09898 3 qm End of day processing can cause quality calls to be archived

CSCuc09838 4 qm Close button is gone

CSCuc09879 4 qm Error when running Agent Section Scores report

CSCuc09086 5 qm DB: Agent based searches slower than they should be

CSCuo07311 6 qm Cannot run SQL scripts on Default SQL instance using configured port

CSCuc09111 6 qm Adding descriptions to evaluation forms is not user friendly

Table 4 lists the caveats that were resolved in Release 9.0(1) SR3.

Release 9.0(1) SR2

Table 5 lists the caveats that were resolved in Release 9.0(1) SR2.

Table 5 Resolved for Cisco Unified Workforce Optimization Quality Management 9.0(1) SR2


CSCts41221 2 qm Admin loads slowly with many licensed users

CSCtq22338 3 qm DbProxy fails to insert CCr due to client timezone being null

CSCts41212 3 qm FTS incorrectly reports low disk space

CSCts41242 3 qm Sync improperly deactivates a team after deleting primary supervisor

CSCtt47574 3 qm UI performance issue

CSCtt47579 3 qm Media Player sends session timeout messages to JS when they are not used

CSCtu10711 3 qm SQL Server query does not timeout when HTTP request times out

CSCtu10725 3 qm Playback out of sync due to delayed start of screen recording

CSCtu10768 3 qm After handling a logoff event client stops handling logon/logoff events

CSCty06551 3 qm CHS, CHT, KOR: QM: Corrupt characters in Reports


9.0

Troubleshooting

TroubleshootingSee the Cisco Unified Workforce Optimization Quality Management Troubleshooting Guide fortroubleshooting information.

Obtaining Documentation, Obtaining Support, and SecurityGuidelines

For information on obtaining documentation, obtaining support, providing documentation feedback,security guidelines, and also recommended aliases and general Cisco documents, see the monthlyWhat’s New in Cisco Product Documentation, which also lists all new and revised Cisco technicaldocumentation, at:

http://www.cisco.com/en/US/docs/general/whatsnew/whatsnew.html

(Click Obtaining Additional Information.)

Obtaining Upgrade MediaIf you are upgrading, use the Product Upgrade Tool (PUT) or the PUT for registered customers only toobtain a media kit and license or purchase the upgrade from Cisco Sales.

To use the PUT, you must enter your Cisco contract number (Example: Smartnet, SASU, or ESW) andrequest the CD/DVD set. If you do not have a valid contract, you must purchase the upgrade from CiscoSales. It is the contract that validates your entitlement to updates through the Cisco Product UpgradeTool (PUT).

CSCty06582 3 qm FRA: QM: Double accent characters in Reports

CSCty06644 3 qm CHT, CHS, KOR, RUS: QM: Month number instead of name in Reports

CSCty06695 3 qm ALL: QM: Word - Drag - is hardcoded

CSCty06712 3 qm ALL: QM: Missing strings in Player

CSCty06727 3 qm ALL: QM: Strings too close to the window border in Player window

CSCty06855 3 qm ALL: QM: Broken buttons in Comment windows

CSCty06880 3 qm ALL: QM: String --- month --- available only in singular form

CSCty06929 3 qm ALL: QM: Missing Help on localized languages

CSCty06938 3 qm ALL: QM: Titles in Reporting section are not prepared for localization

CSCty06901 3 qm ZHT: QM: String --- Commenter --- dropped to second line

CSCty06913 3 qm RUS: QM: String-- Unmark for HR --- is truncated and cannot be shortened

CSCty06929 3 qm ALL: QM: Missing Help on localized languages

CSCty06938 3 qm ALL: QM: Titles in Reporting section are not prepared for localization

CSCts41238 6 qm Added ability to ignore event messages from PC for capacity purposes

Table 5 Resolved for Cisco Unified Workforce Optimization Quality Management 9.0(1) SR2 (continued)


9.0

http://www.cisco.com/en/US/docs/general/whatsnew/whatsnew.html

https://tools.cisco.com/RPF/register/register.do

http://tools.cisco.com/gct/Upgrade/jsp/index.jsp

Obtaining Documentation, Obtaining Support, and Security Guidelines

Documentation FeedbackYou can provide comments about this document by sending email to the following address:

[email protected]

We appreciate your comments.

Cisco and the Cisco Logo are trademarks of Cisco Systems, Inc. and/or its affiliates in the U.S. and other countries. A listing of Cisco's trademarkscan be found at http://www.cisco.com/go/trademarks. Third party trademarks mentioned are the property of their respective owners. The use of theword partner does not imply a partnership relationship between Cisco and any other company. (1005R)

Any Internet Protocol (IP) addresses used in this document are not intended to be actual addresses. Any examples, command display output, andfigures included in the document are shown for illustrative purposes only. Any use of actual IP addresses in illustrative content is unintentional andcoincidental.

© 2012 Cisco Systems, Inc. All rights reserved.


9.0

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9.0

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