Release Notes for Cisco Unified Workforce
Optimization Quality Management
First Published: June 15, 2012
Last Modified: November 4, 2014
Release: Cisco Quality Management Release 9.0(1)
Contents
•
Introduction, page 1
•
System Requirements, page 1
•
New and Changed Information, page 2
•
Installation Notes, page 3
•
Limitations and Restrictions, page 4
•
Caveats, page 7
•
Related Documentation, page 11
Introduction
These release notes describe all versions of Quality Management 9.0 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 information
and issues that may affect your system.
System Requirements
Quality Management supports the following Unified CCX and Unified CM version combinations:
Cisco Systems, Inc.
www.cisco.com
New and Changed Information
Cisco Unified CCX
Cisco Unified CM
9.0(x)
9.1(x), 9.0(x), 8.6(x) SU2 or later SU, 8.5(1) all SUs
8.5(x) all SUs
9.0(x), 8.6(2) SU2 or later SU, 8.5(1) all SUs, 8.0(x) all SUs
8.0(x) all SUs
8.6(2) 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, 9.0(x), and 9.1(x)
•
Cisco MediaSense 9.1(x) is only supported with Quality Management 9.0(1) SR4 or later
•
Cisco MediaSense 8.5(3) or later requires Cisco Unified CM 8.5(1) or later
•
Unified CM 9.1(x) is only supported with Quality Management 9.0(1) SR4 or later
•
Unified CM 8.6(2) SU2 is only supported with Quality Management 9.0(1) SR2 or later
See the Cisco Unified Contact Center Express Compatibility Information on the Cisco website
(www.cisco.com) for a complete list of supported combinations.
New and Changed Information
Quality Management 9.0 includes these new changes and features.
Release 9.0(1) SR4
•
Added support for Cisco Unified CM 9.1. Cisco Unified CM 9.1 replaces Unified CM 9.0.
•
Added support for Cisco MediaSense 9.1
•
Changed the value for call start time in the Time column from HH:MM to HH:MM:SS
•
Added support for changing the port connection when configuring Quality Management for Cisco
MediaSense
•
Bug fixes
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 Recording
application.
•
Improved performance in the Workforce Optimization interface.
•
Added the Tag Call button to the Recording toolbar in the Recording application. Tagging a contact
extends the contact’s retention time to the Tagged retention time.
Release Notes for Cisco Unified Workforce Optimization Quality Management
2
Installation Notes
•
Added the Mark for Calibration button to the Recording toolbar in the Recording application. A
calibrated evaluation allows you to evaluate the evaluators and ensure the evaluators are using the
same 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 Notes
The following steps describe the installation procedure:
Note
1.
Install QM 9.0(1) base software (setup_MonRec_901.exe).
2.
Cancel System Configuration Setup.
Do not complete System Configuration Setup.
3.
Install Quality Management 9.0(1) SR4 (QM_9.0.1_57_SR4ES0_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.
6.
After installing 9.0(1) SR4, complete the instructions in “Ensuring that the Failure to Generate
Report Message does not Appear” on page 3.
Ensuring that the Failure to Generate Report Message does not Appear
After you install 9.0(1) SR4, complete the following steps to ensure that the “Failure to generate report”
message does not appear when you run a Quality Management report:
1.
From the server, start System Configuration Setup from the executable PostInstall.exe in C:\Program
Files\Cisco\WFO_QM\bin.
2.
In the System Database window, select either Host Name or IP Address option (whichever option is
not currently selected).
3.
Select the Host Name or IP Address that was originally selected.
4.
Click Next, and then click Save.
5.
Exit System Configuration setup (PostInstall.exe).
6.
Click Start and type cmd. The Windows Command window appears.
7.
From the command line, type chdir C:\Program Files\Cisco\WFO_QM\bin.
8.
Type postinstall install on the command line and press Enter.
Release Notes for Cisco Unified Workforce Optimization Quality Management
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Limitations and Restrictions
Resolving Issues after the Upgrade
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 playback
to 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 Recording
Services from Add or Remove Programs.
For step-by-step installation and upgrade instructions, see the appropriate Installation Guide.
Possible errors that might occur when you install an Engineering Special (ES) are as follows:
•
Repair hangs
Limitations and Restrictions
Multi-line devices must use the same Network Recording service for each
extension
When configuring extensions on a single device for network recording, any extensions that are enabled
for network recording must use the same Network Recording service.
Quality Management Administrator associates a device with a recording service, so it cannot assign an
individual extension with a separate recording service.
Screen recordings of extra-wide screens fail when exported as WMV
Screen recordings of monitors with a screen resolution greater than 2048 pixels in width (for example,
dual monitors side by side) play back as expected in Quality Management. However, when these
recordings are exported to WMV format, the screen recording portion of the recording appears as a
narrow band of static when played.
To resolve this problem, set the screen resolution of the recorded monitor to a width less than 2048 pixels
if you will be exporting the recording.
Restarting the Network Recording service while performing network recording
might cause poor quality audio
Calls that are active when the Network Recording service is stopped and are still active when the service
is restarted might result in recordings that have poor-sounding audio.
Release Notes for Cisco Unified Workforce Optimization Quality Management
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Limitations and Restrictions
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 was
stopped have been disconnected.
Hot desking does not work with shared lines
Shared lines allow multiple phones to use the same extension. Hot Desking requires each phone to have
a unique extension.
When sending an API Login or Logout message to the Recording server or the Desktop Recording
service, do not specify a shared line as the extension in the message. A shared line does not provide a
unique identity for the phone. As a result, the message will be ignored. Use a unique extension on the
phone for your Login message.
“Stop running script” message
The “stop running script” message appears when there are more than five widgets in your dashboard
when using Microsoft Internet Explorer 8 or 9. If you use more than five widgets, the page becomes slow
and unresponsive. To work around this problem, use the Google Chrome Frame plug-in for Internet
Explorer 8.
Selecting a group does not populate the Team list in Microsoft 
Internet Explorer 7
If you are using Microsoft Internet Explorer 7 to run a report from the Reporting application, the Team
list might not populate when you select the first group in the Group list. To populate the Team list, click
the second or third group in the Group list, and then click the first group again to populate the Team list
for the first group. If the Agent list does not populate when you click a team in the Team list, click the
second or third group in the Team list, and then click the first team again to populate the Agent list for
the first team.
Web browser considerations
While Quality Management fully supports multiple browsers and version levels, our product testing
shows substantial performance improvements when loading a page using Microsoft Internet Explorer 9
or 8 over version 7. Therefore, Cisco recommends using version 9 or 8. Furthermore, testing with
Mozilla Firefox 3.x shows the highest performance and therefore should be considered in situations
where page load speed is considered critical.
Recordings in Greenwich Mean Time are 1 hour off in user interface
When a recording server is configured for the Greenwich Mean Time (GMT) time zone, the recording
times in the Workforce Optimization interface are off by 1 hour off. To work around this issue, delete
the following item from the TZmappings file:
•
GMT Standard Time: 0,1::GMT:
•
GMT Standard Time: 88,89::GMT:
Release Notes for Cisco Unified Workforce Optimization Quality Management
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Limitations and Restrictions
A “script missing” message appears when you install an SR
The “script missing” message might appear when you install or remove an SR.
The message appears when the install attempts to modify a corrupted Patches.xml file. To work around
this issue:
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 base software from Add or Remove
Programs.
The link to the Patches.htm file is broken
When you enter the URL for Patches.htm (http://<Base Server IP address or
hostname>/TUP/QM/Patches.htm) from your web browser, the link is broken. To work around this issue:
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 base software from Add or Remove
Programs.
A repair on the base software hangs
When you run a repair on the base software that includes an SR or an ES, the repair (CalRepair.exe)
might hang before repairing the SR or ES. To work around this issue, create a text file called
SplkUpdate.cfg file in the C:\Program Files (x86)\Cisco\WFO_QM\config\config folder, if it does not
already exist, and add the following text:
CalRepairRunning=0
Cannot hear voice playback without clicking the progress bar on some contact
recordings
When attempting to play back a contact recording you cannot hear the voice recording. This problem
occurs 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 fail
When upgrading Quality Management to 9.0 from a previous version with a patch installed (for example
8.0(2) SR1ES2), the upgrade might fail. To work around this problem, ensure the application version
registry key is set to the version you are upgrading from, then initiate the Automated Update feature.
Asian characters are garbled when you open a report in CSV in Microsoft Excel
When you open a report containing Asian characters in CSV format in Microsoft Excel, the Asian
characters are garbled.
Release Notes for Cisco Unified Workforce Optimization Quality Management
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Caveats
To work around this problem, open the CSV report in Notepad.
A search by Contact ID should ignore all other filters
Search Recordings only ignores the values for Specific Date and Date Range when you specify a Contact
ID. If you include values for other search fields, the Contact ID you are looking for might not appear in
the search results.
To work around this problem, use the Contact ID field alone or only with the Date Range and Specific
Date fields that will be ignored. If you use one of the other filters the specified values need to match the
data in the record for the search to be successful.
License is being rejected
The license is rejected when uploaded from the Enterprise Settings window. To work around this issue,
perform the following steps:
1.
From the C:\Program Files (x86)\Cisco\WFO_QM\config folder on the Base server, open the
jetty.properties file.
2.
Locate the line that starts with service4j.jvmOptions and add the following text at the end
of the line:
| -Djava.net.preferIPv4Stack=true
Note
This line is sometimes customized for memory settings, so do not copy the whole line from a local
system and paste it here.
3.
Restart the Jetty service (or wait until the next scheduled restart). The change does not take effect
until the next restart.
4.
From the C:\Program Files (x86)\Cisco\WFO_QM\config folder on the Base server, open the
datapa.properties file.
5.
Locate the line that starts with service4j.jvmOptions and add the following text at the end
of the line:
| -Djava.net.preferIPv4Stack=true
Note
This line is sometimes customized for memory settings, so do not copy the whole line from a local
system and paste it here.
6.
Restart the Data API service (or wait until the next scheduled restart). The change does not take
effect until the next restart.
Caveats
Open Caveats - Release 9.0
•
CSCty05151
QM Licensing service does not connect to Side B in HA UCC-X configuration
Release Notes for Cisco Unified Workforce Optimization Quality Management
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Caveats
•
CSCty06622
CHT, CHS, KOR, RUS: QM: Month number instead of name in Reports
Resolved Caveats - Release 9.0 SR4
•
CSCty92312
Calls missing for lump of time due to a CTI deadlock
•
CSCug59786
Admin hangs when opening a classifier for a workflow
•
CSCug59854
MANA no longer reports JTAPI errors
•
CSCug59876
QMR2001 Fail to generate the report. (null)
•
CSCug59900
An evaluated Quality recording breaks the Recordings application for the evaluated user when
populating the search results
•
CSCug59905
Issues with EM failover recording
•
CSCuc76339
MANA sometimes falsely reports usage problems
•
CSCuc77116
Maintenance scripts do not run on newly installed systems
•
CSCuc77145
MANA gives no SIP invites error even if the call is too short to record
•
CSCuc77181
Live Monitoring may show person on a call after it has ended
Resolved Caveats - Release 9.0 SR3
•
CSCuc07190
Agents in Team that used to be in a group still visible for managers
•
CSCuc07216
Recording Controls via IP Phone will not work with Extension Mobility
•
CSCuc07244
PC hibernation causes subsequent recordings to fail
•
CSCuc07272
Turning off MediaSense Telephone in CM configuration clears page
•
CSCuc07311
Release Notes for Cisco Unified Workforce Optimization Quality Management
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Caveats
Cannot configure QM in default SQL instance with non-default port
•
CSCuc07324
MANA reports notification failures on disabled diagnostic tasks
•
CSCuc07350
Recordings fail if devices are registered too soon
•
CSCuc09064
Recording client startup performance improvements
•
CSCuc09086
Recording searches take a long time to complete
•
CSCuc09161
QM Administrator shows incorrect version number
•
CSCuc09806
The heading “Search Recordings” is not localized
•
CSCuc09838
Close button is missing from QM Media Player
•
CSCuc09852
Failure to detect phone cause screen recordings to stop
•
CSCuc09868
Call duration presented in Recordings application is incorrect
•
CSCuc09898
End of day processing can cause quality calls to be set to archive calls
•
CSCuc11766
Search filters for tagged call do not work with Compliance License
•
CSCuc11800
Corrupted RAW files cannot be converted to WAV for processing
•
CSCuc12036
QM2016 and QM1020 MANA messages alerting concurrent recording capacity
•
CSCuc12079
QM Thin Client does not stay connected to Upload Controller
•
CSCuc09879
Error when running the Agent Section Scores report
•
CSCuc09111
Issues adding descriptions to evaluation forms
Resolved Caveats - Release 9.0 SR3
•
CSCts41221
Admin loads slowly with many licensed users
Release Notes for Cisco Unified Workforce Optimization Quality Management
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Caveats
•
CSCtq22338
DbProxy fails to insert CCr due to client timezone being null
•
CSCts41212
FTS incorrectly reports low disk space
•
CSCts41242
Sync improperly deactivates a team after deleting primary supervisor
•
CSCtt47574
UI performance issue
•
CSCtt47579
Media Player sends session timeout messages to JS when they are not used
•
CSCtu10711
SQL Server query does not timeout when HTTP request times out
•
CSCtu10725
Playback out of sync due to delayed start of screen recording
•
CSCtu10768
After handling a logoff event client stops handling logon/logoff events
•
CSCty06551
CHS, CHT, KOR: QM: Corrupt characters in Reports
•
CSCty06582
FRA: QM: Double accent characters in Reports
•
CSCty06644
CHT, CHS, KOR, RUS: QM: Month number instead of name in Reports
•
CSCty06695
ALL: QM: Word - Drag - is hardcoded
•
CSCty06712
ALL: QM: Missing strings in Player
•
CSCty06727
ALL: QM: Strings too close to the window border in Player window
•
CSCty06855
ALL: QM: Broken buttons in Comment windows
•
CSCty06880
ALL: QM: String --- month --- available only in singular form
•
CSCty06929
ALL: QM: Missing Help on localized languages
•
CSCty06938
ALL: QM: Titles in Reporting section are not prepared for localization
•
CSCty06901
ZHT: QM: String --- Commenter --- dropped to second line
Release Notes for Cisco Unified Workforce Optimization Quality Management
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Related Documentation
•
CSCty06913
RUS: QM: String-- Unmark for HR --- is truncated and cannot be shortened
•
CSCts41238
Added ability to ignore event messages from PC for capacity purposes
Related Documentation
•
Cisco Unified Workforce Optimization Quality Management Application User Guide
•
Cisco Unified Workforce Optimization Administrator User Guide
•
Cisco Unified Workforce Optimization Installation Guide
•
Cisco Unified Workforce Optimization CAD Integration Guide
•
Cisco Unified Workforce Optimization Error Code Dictionary
•
Cisco Unified Workforce Optimization Troubleshooting Guide
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Release Notes for Cisco Unified Workforce Optimization Quality Management
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Related Documentation
Release Notes for Cisco Unified Workforce Optimization Quality Management
12