Release Notes for Cisco Unified CRM Connector for
Microsoft CRM, Oracle PeopleSoft, Salesforce.com
Release 7.5(2)
Revised: October, 2010
These release notes describe all versions of Cisco Unified CRM Connector for Microsoft CRM, Oracle Peoplesoft , and
Salesforce.com, Release 7.5(2).
To view the release notes for previous versions of Cisco Unified CRM Connector for Microsoft CRM, Oracle PeopleSoft ,
Salesforce.com, go to: http://www.cisco.com/en/US/products/ps9117/tsd_products_support_series_home.html .
To access the latest software upgrades for all versions of Cisco Unified CRM Connector for Microsoft CRM, Oracle PeopleSoft
Salesforce.com, go to http://www.cisco.com/en/US/products/ps9117/tsd_products_support_series_home.html .
Contents
•
Error! Not a valid bookmark self-reference.
•
System Requirements
•
Related Documentation
•
New and Changed Information
•
Caveats
•
Documentation Updates
•
Obtaining Documentation, Obtaining Support, and Security Gu
Introduction
These release notes describe new features, requirements, restrictions, and caveats for Cisco Unified CRM Connector for Microsoft
CRM, Oracle PeopleSoft, Salesforce.com Release 7.5(2). These release notes are updated for every maintenance release but not
for patches or hot fixes. Before you install Cisco Unified CRM Connector for Microsoft CRM, Oracle PeopleSoft, Salesforce.com,
we recommend that you review this document for information about issues that may affect your system.
System Requirements
For hardware and third-party software specifications, refer to the Hardware and System Software Specification (Bill of Materials): Cisco
ICM/IPCC Enterprise & Hosted Edition, which is accessible from
http://www.cisco.com/en/US/products/sw/custcosw/ps1001/products_user_guide_list.html
Page 1 of 22
Related Documentation





See the Documentation Guide for Cisco Unified CRM Connector for Microsoft CRM, Oracle PeopleSoft, Salesforce.com at
http://www.cisco.com/en/US/products/ps9117/tsd_products_support_series_home.html.
Documentation for Cisco Unified CRM Connector is accessible from
http://www.cisco.com/en/US/products/ps9117/tsd_products_support_series_home.html
For additional information on Cisco Unified ICM and Unified Contact Center Enterprise and Hosted, see Voice and Unified
Communications > Cisco Unified Contact Center Products athttp://www.cisco.com/web/psa/products/index.html
Technical Support documentation and tools can be accessed fromhttp://www.cisco.com/en/US/support/index.html
The Product Alert tool can be accessed through http://www.cisco.com/cgi-bin/Support/FieldNoticeTool/field-notice
New and Changed Information
Cisco Unified CRM Connector for Microsoft CRM, Oracle PeopleSoft, Salesforce.comRelease 7.5(2) introduces the following
features:
Resolved in
Resolved in Release 7.5(2)
Identifier
Severit
y
Compone
nt
Headline
1
Medium
Admin Tool Help and edit buttons are not functioning - removed edit
button on each page and add help content for every help
button on each page
2
High
Admin Tool License page - Step 2 - change checkboxes to radio sets
and labels for 'update config file' and 'update MCIS and
config file'(updates the config.ini file and memory
config.ini)
3
Med
Admin Tool License page - update Module name dropdown.
4
Low
Admin Tool Log Viewer - labels 'Between' and 'And' was changed to
mixed case labels 'From' and 'To'; Date field is labeled
DD/MM/CCYY
5
Low
Admin Tool Status page - CPU percentage never displays accurately -
removed from GUI.
6
Medium
Admin
Tool
License GUI functionality was not user friendly - by
commenting in line of code that is being changed, inserting
new line of code; need file timestamped and who made change
stamped on file.
7
Medium
Admin
Configuration page - rehaul of this entire page - made GUI
more user friendly.
Page 2 of 22
Tool
8
Low
Admin
Tool
Removed System Settings and Problem Report tabs from Admin
Tool - Removed them from the help on home page too.
9
Medium
Admin
Tool
Help icon on 'Home' page lists the menu selections as
presented on the menu on the home page.
10
Medium
Admin
Tool
New User Registration on Login Page - When a new user is
created, admin rights are give as default.
11
Medium
Admin
Tool
Added "Change Password" functionality/link on home page.
12
Medium
Admin
Tool
Configuration Page - When a new config file is created or
a file is deleted, the config file list must be refreshed
immediately.
13
Medium
Removed O’Reilly JavaScript code in adapter
MSCRM
Adapter
14
Low
Merged all versions of the adapter code to provide every
SFDC
Adapter release with the same call center parameter list
15
Medium
Configurable comment box for inbound and outbound
SFDC
Adapter
16
Medium
SFDC
Adapter
17
Medium
Compatible with CTI 2.0.3 toolkit
SFDC
Adapter
18
Medium
SFDC
Adapter
Default call disposition is configurable
19
High
SFDC
Adapter
Drop Party from conference
20
Medium
SFDC
Adapter
Pending work state added
Configurable dispositions for outbound and inbound
(should support different disposition codes for both
inbound and outbound)
Page 3 of 22
21
Medium
SFDC
Adapter
Hold/Retrieve line 2
22
Medium
SFDC
Adapter
Support for Firefox 3.5
23
Low
SFDC
Adapter
Configurable screen pop
24
Medium
SFDC
Adapter
Configurable not ready reason code display
25
Low
SFDC
Adapter
Support for additional work modes (Manual in, auto in, ACW)
26
Medium
SFDC
Adapter
Configurable auto answer
27
Low
SFDC
Adapter
Call log configuration
28
Low
SFDC
Adapter
New line management
29
Medium
SFDC
Adapter
Transfer configuration (turn off blind transfer,
reconnect)
30
Low
SFDC
Adapter
Conference configuration (reconnect, drop party)
31
Low
SFDC
Adapter
Configure prefix (call plan)
32
Medium
SFDC
Adapter
Orphan records (Customer specific)
33
Medium
SFDC
Adapter
Disable edit of call history
34
Medium
SFDC
Adapter
Outbound screen pop (configurable)
35
Low
SFDC
Adapter
Auto call disposition (Customer specific)
36
Medium
SFDC
Adapter
Special screen pop handling (Customer specific)
37
Medium
SFDC
Adapter
Track Customer authentication state (Customer specific)
38
Medium
SFDC
Citrix support (Customer specific)
Page 4 of 22
Adapter
39
Medium
SFDC
Adapter
Issue of transfer: all buttons disappear after clicking
complete transfer. This has been enhanced to no longer
happen
40
Medium
SFDC
Adapter
When making an outbound call, then transferring call to
another agent with an attached account, it fails to pass
account to transferred agent. This has been enhanced to
no longer happen
41
Medium
SFDC
Adapter
ADDED enhancement to allow blind transfer to IVR when end call
is clicked (sends to IVR if CAD value is present)
42
Low
MCIS Core SDK
Enhanced logging for CoreSDK. This allows connectors to
output logging errors correctly.
43
Low
MCIS Core SDK
Enhanced logging for out of processes connectors (CCT6.0)
where the logs would not wrap correctly
For information about all available features and benefits, see the data sheet for Cisco Unified CRM Connector for Microsoft CRM,
Oracle PeopleSoft, Salesforce.com at http://www.cisco.com/en/US/products/ps9117/tsd_products_support_series_home.html.
Caveats
•
Using B
•
Open Caveats
•
Resolved Caveats
Using Bug Toolkit
Known problems (bugs) are graded according to severity level. These release notes contain descriptions of the following:
•
All severity level 1, 2, and 3 bugs.
•
Significant severity level 4 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
Page 5 of 22
Procedure
Step 1
To access the Bug Toolkit, go to
http://tools.cisco.com/Support/BugToolKit/action.do?hdnAction=searchBugs .
Step 2
Log in with your Cisco.com user ID and password.
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 Help in the Bug Toolkit page.
Open Caveats
The caveats in Error! Reference source not found. describe possible unexpected behavior in the latest Cisco Unified CRM
Connector for Microsoft CRM, Oracle, PeopleSoft, and Salesforce.com 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 1
Open Caveats for Cisco Unified CRM Connector for Microsoft CRM, Oracle PeopleSoft Salesforce.com
Reopened CTI session doesn't detect call on ‘Hold’ on
hard phone.
Hard phone left on hold without ability to retrieve from
softphone.
SFDC
Adapter
1
Low
2
Low
SFDC
Adapter
Softphone Crashes after agent X's out of call center with
active call
3
Low
SFDC
When an agent attempts to login, the login page
quickly flashes and refreshes to the login page again.
No error message is presented to the agent, when MCIS
is down.
Adapter
N/A
N/A
MS CRM
Adapter
No Known Issues
N/A
N/A
PeopleSoft
Adapter
No Known Issues
Resolved Caveats
This 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 defect status continually chan ges, be
aware that this document reflects a snapshot of the defects that were resolved at the time this report was compiled. For an updated
view of resolved defects, access the Bug Toolkit (see the Using B).
The following sections list caveats that are resolved in Cisco Unified CRM Connector for Microsoft CRM, Oracle People
Page 6 of 22
Soft, and Salesforce.com but that may have been open in previous releases:
Release 7.5(2)
Resolved in
Resolved in Release 7.5(2)
Identifier
Severit
y
Compone
nt
Headline
1
Medium
Admin Tool On the configuration page, entered spaces are displayed
as '=' after saving
2
High
Admin Tool Agent Page - Doesn’t display the correct results and
corrupts MCIS's memory with Cisco connector.
3
Med
Admin Tool New regkey logic implemented - to align with license
manager 5.2 logic
4
Low
Admin Tool Quick Assistant links on left side of page all go to the
AMC Website;
5
Low
Admin Tool Removed restart button from status Page
6
Medium
Admin
Tool
Configuration page - when viewing a module, and making a
change, then click 'Save File' button, it only saves the
module back as the Config.ini, does not save the entire
file with the changed module include in the file
7
Medium
Admin
Tool
Status Page - 'Start' button does not start CM Service,
but it will show 'ON"
8
Low
Admin
Tool
Logs Page - correct spelling in text box for Current Global
Trace Level: 'Errors + Wranings', should be 'Errors +
Warnings'
9
Medium
MSCRM
Adapter
Support for MSCRM 4.0
10
Medium
Added Web.config parameter where admin can specify what
MSCRM
Adapter ROLE they want as Admin (default will be System
Administrator).
11
Medium
Added Lead to ANI search (configurable in web.config)
MSCRM
Adapter
12
Medium
Added Account to ANI Search (configurable in web.config)
MSCRM
Adapter Added Account type to Account in Ani search (if customers
want to specify the account type to pop on, they can,
configurable in web.config)
Page 7 of 22
13
Medium
Added configurable start page for bottom contact data area
MSCRM
Adapter (The value is configurable in web.config)
14
Medium
Added ability to accept click to dial from any entity (MSCRM
MSCRM
Adapter form has to have the proper onload java scripts, we will give
to customers seperatly) that was loaded from Contact Center
Page
15
Low
Added Minimize CTI soft phone area. The agent will be able
MSCRM
Adapter to minimize the top CTI area, and have limited call
functionality (will be able to make new call, drop, hold,
retrieve)
16
Medium
Added IFD (MSCRM hosted solution) support along with SSL
MSCRM
Adapter support (configurable in web.config)
17
Medium
Added new drop down menu that will display MSCRM Entity lists
MSCRM
Adapter
18
Medium
Phone Call form will pop on answer button (configurable in
MSCRM
Adapter web.config)
19
Medium
Phone Call activity will be passed to consulting agent if
MSCRM
Adapter first agent saves activity.
20
Low
Added prefix number for outgoing call to web.config.
MSCRM
Adapter
21
Low
Enhanced Arabic language labels
MSCRM
Adapter
22
Medium
Added CADSearch to web.config, to disable CAD search
MSCRM
Adapter <add key=""CADSearch"" value=""N""/>
Default - <add key=""CADSearch"" value=""Y""/>"
Default - <add key=""CADSearch"" value=""Y""/>"
23
Medium
Added contact search to thread, so it will not delay the
MSCRM
Adapter polling of MCIS Web services when events are received
24
Medium
Changed all synchronous web services calls to
MSCRM
Adapter asynchronous, will not delay the adapter on requests
Resolved issue with agents having “.” in domain username
Page 8 of 22
25
Medium
web.config value in the adapter root folder to allow call
MSCRM
Adapter center to specify which order ANI search should occur
(ACCOUNT, LEAD,CONTACT),
26
Medium
web.config parameter was added to allow call center to
MSCRM
Adapter specify if ANI should be matched on a CAD Key.
Description for ANI Search Order:
Call comes in if the ANI matches with a Contact phone number
AND an Account phone number, the Account should pop first
if value for ANISearchOrder is “Account, Contact, Lead”
Call comes in if the ANI matches with a Contact phone number
AND an Account phone number, the Contact should pop first
if value for ANISearchOrder is “Contact, Account, Lead”
27
Medium
MSCRM
Adapter
- Cisco
Contact
Center
28
Medium
Resolved issue with CISCO connector sending WorkMode
MSCRM
Adapter number as 5 (when logging in with a call at phone). This
- Cisco cause an issue with the Adapter not syncing correctly
Contact
Center
29
Medium
MSCRM
Adapter
- Cisco
Contact
Center
Resolved issue with Event Handler not receiving any events
for a few agents. In order to resolve this, when the page
is refreshed (or the multi-channel link is clicked) the
adapter will not kill the old event handler and launch a
new one, as well as creating new web services.
30
Medium
MSCRM
Adapter
- Cisco
Contact
Center
Resolved issue with Reconnect. Adapter was not passing
in the correct Information to MCIS (passing extension
instead of Worktop).
If Agents want Activity Pop on answer
Removed the coding line that deletes the web session and
creates a new session. This was causing the issue where the
softphone and hardphone would appear to be out of sync. Some
events were being relayed back to the screen while others were
not. Essentially the adapter did not clean up the sessions
properly, so it did not know which web session to send the
event to.
This Adapter requires a Registry Entry to be placed in
the Windows Registry to work correctly.
[HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\MSCRM]
Page 9 of 22
ADD:
"DisableParameterFilter"=dword:00000001
31
Medium
PeopleS The new versions of PeopleSoft (PTools 8.46) do not require
"user.PS." to be prefixed on incoming call data Keys. Our
oft
Adapter current PS adapter does have the ability to strip the
prefix off incoming Call Data that already has "user.PS."
as a prefix... but the adapter will only look at Call Data
Key fields with the prefix.
32
Medium
PeopleS The new versions of PSAMCAdapter.jar add
CallConnReqAttachUserdata.java which save attached user
oft
Adapter data to data store.
33
Medium
PeopleS PeopleTools 8.49 specific: In some cases after failed
REGISTER, an exception was thrown in
oft
Adapter requestUnRegisterUser method.
34
Medium
PeopleS Added support for processing Not Ready reason codes
(numeric values).
oft
Adapter
35
Medium
PeopleS Improved CAD processing in requestAttachUserdata,
eliminated multiple calls to the web service.
oft
Adapter
36
Low
PeopleS Implementation-Version added into the logging.
oft
Adapter
37
Medium
PeopleS Improved handling multiple Registration requests for the
same user.
oft
Adapter
38
Medium
PeopleS Removed raising extra error event in the Dial method when
agent object could not be found/was NULL. Unified trace
oft
Adapter statements in cases when agent object could not be found.
39
Low
If agent changes to Not Ready, they want to display the
SFDC
Adapter waiting time which can be a reminder for agent
40
Medium
ACW needs to be displayed in the dropdown list. When select
SFDC
Adapter the ACW, change the workmode to WORKNOTREADY and display
ACW. If the event come back with it, it will trigger the
wrapup.
Page 10 of 22
Scenarios:
If customer wants to display ACW in the dropdown list,
configure CustomizeWorkMode section in the XML file.
• Configuration:
<section sortOrder=""9"" name=""CustomizeWorkMode""
<item sortOrder=""1"" name=""EnableACW""
label=""Enable ACW"">TRUE</item>
<item sortOrder=""2"" name=""ShowACW"" label=""Show
ACW"">TRUE</item>
</section>
EnableACW is used as the label to activate the ACW mode
and ShowACW is just used to display the ACW.
41
Medium
SFDC
Adapter
Configure and Timer
• Scenarios:
If the customer wants to display waiting timer, configure
Timer section in the XML file.
• Configuration:
<section sortOrder=""13"" name=""Timer""
label=""Timer"">
<item sortOrder=""0"" name=""EnableTimer""
label=""Enable Timer"">FALSE</item>
<item sortOrder=""1"" name=""Interval""
label=""Interval"">5000</item>
<item sortOrder=""2"" name=""Message""
label=""Message"" />
</section>
EnableTimer is used to activate the timer if set to TRUE.
The interval only supports digital and not more than 1000.
Here 1000 means 1000 millsecond. Note in order to reduce
the flash, please set it up more than 5000. The message
is used to customize the display. The default is timer.
42
Medium
Recompile and link with toolkit 1.51
SFDC
Adapter Add the version and update timer; merged customer code into
generic version and enhanced/refactoring the code
43
Medium
SFDC
Adapter
New parameters for TAPI connector
Add the new parameter to ignore the login error when use
TAPI connector in the MCIS.
There are configuration changes on MCIS side which is
associated with this hotfix.
To ignore the login, configure the parameter IgnoreLogin
to TRUE in the CustomizeWorkMode section. And re-import
the call center xml file.
Page 11 of 22
A sample is listed below->
<section sortOrder=""10"" name=""CustomizeWorkMode""
label=""CustomizeWorkMode"">
<item sortOrder=""0"" name=""ModeType"" label=""Mode
Type"">NORMAL</item>
<item sortOrder=""1"" name=""EnableVisualization""
label=""Enable Visualization"">TRUE</item>
<item sortOrder=""2"" name=""EnableACW""
label=""Enable ACW"">TRUE</item>
<item sortOrder=""3"" name=""ShowACW"" label=""Show
ACW"">FALSE</item>
<item sortOrder=""4"" name=""IgnoreLogin""
label=""Ignore Login"">TRUE</item>
</section>
44
Medium
SFDC
Adapter
Linked the toolkit 2.01 and merged all the features for
adapter. And also updated installer to support FireFox
45
Medium
SFDC
Adapter
Due to some connectors having a crashed event in the blind
transfer or conference, it caused the temp state which can
not be cleared correctly . SFDC adapter will remove the temp
state in the initiated side and when the related call is
ended.
46
Medium
SFDC
Adapter
A configuration bug in the update call data section has been
fixed.
47
Medium
SFDC
Adapter
Resolved issues with stacking DNIS (would appear as DNIS:
6002,6002,6002...)
ADDED enhancement to allow blind transfer to IVR when end call
is clicked (sends to IVR if CAD value is present)
48
Medium
SFDC
Adapter
Resolved issues with Agent not being able to wrap up correctly
49
Medium
SFDC
Adapter
Resolved issues with Agent not seeing correct ANI (SF adapter
was not being updated from ++++ to proper ANI
50
Medium
SFDC
Adapter
Resolved issue with Reconnect not passing correct extension
(passed worktop name instead)
51
High
SFDC
Adapter
Adapter crashing on invalid blind transfer number
52
Medium
SFDC
Adapter
Missing second handle drop event will not clear the
second (consult call) in warm transfer - work around is
to see contact size and clear the calls that way
53
Medium
SFDC
Adapter
Added new xml parameters to only pass specific data to SF
- made for VF page.
Page 12 of 22
<section sortOrder="7" name="SendSpecificDataToVF" label="Send
Specific Data To VF">
<item sortOrder="0" name="EnableSendSpecificDataToVF"
label="Enable Send Specific Data To VF">TRUE</item>
<item sortOrder="1" name="DisplayKeyList" label="Display Key
List">AMCCADKey=SFDC Label</item>
</section>
NOTE: ANI as well as all variables defined in
caddisplay will be passed as well. Salesforce may add:
(keyName = COMMENTS")
(keyName = "ORIGINAL_ANI")
(keyName = "ORIGINAL_CALLER")
(keyName = "TRANSFERRED_FROM")
(keyName = "DISPLAYINFO")
to Data being sent.
If popping to Visual Force page, note that URL encoding may
occur.
54
Medium
SFDC
Adapter
Salesforce toolkit would crash if ANI size was 0, now
the adapter will detect if the size is 0 and replace ANI
with "Unknown".
55
Medium
SFDC
Adapter
Enhanced the way field labels are placed in softphone.
56
Medium
SFDC
Adapter
Enhanced the Reconnect button operation and display.
57
Medium
SFDC
Adapter
Enhanced the Disable Call log parameter.
58
Medium
SFDC
Adapter
Enhanced the way call wrap up is done.
59
Medium
SFDC
Adapter
Enhanced the disposition codes placed after a call is
completed (before all calls would show only inbound
reason codes).
Page 13 of 22
60
Medium
SFDC
Adapter
Built Adapter with SFDC CTI Toolkit 2.0.3.
61
Medium
SFDC
Adapter
Changed XML labels to be more meaningful.
62
Medium
SFDC
Adapter
Added CAD update javascript command.
63
Medium
SFDC
Adapter
Enhanced ACW parameter. This Parameter was not
working. Reconfigured it, so when Agent goes into ACW
it will be displayed in dropdown.
64
High
Agent
Manager
Race condition in Set Workmode: The settings for
processing solicited operation were not set properly in
set workmode, causing a potential race condition, which
can abort the process
65
Medium
Agent
Manager
Support for independent workmodes: Add support for
independent channel workmodes in a multi-channel setting.
This support is turned off by default, and is controlled
through the following config.ini parameter:
SynchronizeChannelWorkModes=True ( default ) or False to
allow independent workmodes
The feature for independent workmodes is turned off by
default. To enable, add to the [AgentManager] section of
the config.ini the following:
SynchronizeChannelWorkModes=True
66
Medium
Agent
Manager
Fix for race condition during long login request
67
Medium
Agent
Manager
1. Potential race condition related to AdminLoginMap was
removed.
2. Unnecessary logging around synchronization routines
has been disabled.
68
Low
Agent
Manager
Added a check for no queues passed during logout.
69
Medium
Agent
Manager
The crash happens when agents logout (no channel being
passed in, in this case).
70
Low
Agent
Manager
Disabled validation of the value that did not allow passing
new values (for Disposition) (with out this the other
solution would require modifications in Core SDK code).
The validation process was very primitive/had very little
merit by itself and the disabling would not affect
functionality.
Page 14 of 22
2. Added new config parameter RaiseWMChangedInSolicitedReqs. If set to TRUE (or YES/Y),
AgentManager processes WM-changed events raised by the
Connectors during solicited WM-change requests. Default
– FALSE.
[AgentManager]
. . .
RaiseWMChangedInSolicitedReqs=TRUE
71
Medium
Agent
Manager
Get method in Call Attached Data Web service would return
failure if you wanted to retrieve CAD by calling web
service from “AMCDotNetAdapterWebService
/ContactAssociatedDataManagement.asmx”, reason is that
constructor “public ContactAssociatedDataManagement()”
is mistyped as “public void
ContactAssociatedDataManagement2()”.
72
Low
DataStore
It's wasn't possible to easily determine if the data
clean-ups are working as scheduled. Now, setting
TraceLevel=3 allows this.
[DataStore]
. . .
TraceLevel=3
73
Low
DataStore
Added resetting DeletePending and TouchTime in
GetStartTime(...) method. This approach allows efficient
way to prevent expiration/deletion of the certain data for
extended (practically unlimited) periods of time.
74
Medium
Event
Manager
Agent Manager throws exception when two UNSOLICITED
operations active for same worktop
75
Low
Event
Manager
1. Log didn't show event raising mode: SYNCH or A-SYNCH.
2. It was not possible to quickly recompile the code
without perfmon counters (with the counters, the code
might not register on Vista - not consistent).
76
Medium
Event
Manager
In some cases - usually after agent computer crash - the
events were not raised to the agent worktops. As a
result, agents could not log in.
Revised/optimized tracing.
77
Low
License
Manager
General code cleaning and tracing enhancements.
Insufficient licensing control for HW-identical and
virtual servers.
78
Medium
License
Manager
Add entry for Aspect UIP Connector.
Page 15 of 22
79
Medium
License
Manager
Modifications for handling special characters, like
dashes, underscore, etc. in the server host name.
Registration Key generator (RegKey.exe V5.2.0.3) is
modified accordingly.
80
Medium
License
Manager
1. Modifications for Aspect OEM.
2. Added support for Melita OCA Predictive Dialing
Connector (config key = PD_MOCA).
81
Low
License
Manager
Bug in the expiration date detection (expiration month vs
expiration day).
82
Medium
License
Manager
Number of the available licensing units for MCIS was not
updated correctly after re-checking existing licenses
(usually around 3AM). If MCIS didn't have enough
"buffer/extra" units, this could lead to not proper
releasing licensing units by other Channels.
83
Medium
License
Manager
During evaluation period (first month), if the real
License Key was provided for MCIS or MCMS, the value was
overwritten by MCMS_ChManager value.
84
Medium
License
Manager
Corrected unnecessary disabling of channels with no valid
licenses. Licensing control makes the explicit disabling
extra.
85
Medium
ModuleMa
nager
When configure the out-of-process modules (such as
PipeConnector for AIC, usually is xyz.exe), stop CMService
may not cleanup/stop the process of these modules.
Customer need to manually kill them before restart MCIS.
This release (ModuleManager 5.2.0.1) has been modified to
add a configuration parameter to force kill the process.
Config.ini modifications
under [ClientModuleManager], set
ForceTerminateModules=xxxxx Here xxxxx is the module
name; it would be CTIModule for pipeconnector
For PipeConnector:
[ClientEventManager]
ForceTerminateModules=CTIModule
NOTE:
Please do NOT configure for any in-process modules
(xyz.dll)
"
86
Low
Module
Change "OutOfProcessModule" to support several
Page 16 of 22
Manager
out-of-process modules delimited by ",".
87
Low
ARG
Module
-AMC
Routing
Engine
In function SetDataArray, change calling
DataStore->Append() to calling DataStore->Set().
88
Medium
ARG
Module Routing
AddIn
Change "WCHAR" to "char *" in "SafeArray2Parameters"
of Function.cpp so that it's working the same way as
that of RoutingAddIn.dll 5.1.0.0 built in 2006.
89
Medium
ARG
Module Routing
AddIn
Rollback Function.cpp and SAPRoutingModule.cpp to
Change Set 25.
90
Medium
Cisco CTI
Connector
Connector does not raise DROPPED event in some cases when
CallID changes in the middle of the call (required by
certain CRM's, like SAP ICWC).
91
Medium
Cisco CTI
Connector
Connector can report call party as ""Unknown"" if
ConnectionDeviceID and/or ANI element are reported as
""Unknown"" in the events received from Cisco CTI Server.
92
Medium
Cisco CTI
Connector
When call partner and/or DNIS cannot be determined,
Connector reported them as ""???"". Replaced with
""+++++"" as some CRM's (like SAP ICWC) generate
exceptions if party contains anything but ""+1234567890""
chars.
93
Medium
Cisco CTI
Connector
After querying Cisco call-state, Connector raised
ContactChangedEvent with Handle=DUMMY_HANDLE even if
there were no calls in the state. If the event is required
for an Application Adapter, this needs to be handled on
the Adapter level.
94
Medium
Cisco CTI
Connector
Connector didn't raise call-state events with CallManager
PG and IPCC-X if agents were not logged in.
95
Medium
Cisco CTI
Connector
One leg of the auto-conference to agent's v/mail is not
being cleared from the call-state after it's disconnected.
96
Medium
Cisco CTI
Connector
After a Blind Transfer, modified by Transfer initiator CAD
become available to the receiving agent only after the call
is answered.
97
Medium
Cisco CTI
Connector
DMS100-specific: After Consult to a non-monitored DN, the
calls cannot be selectively dropped.
Page 17 of 22
98
Medium
Cisco CTI
Connector
DMS100-specific: Connector uses DefaultReasonCode=-1,
rather than actual ReasonCode received from a CRM adapter,
if the DefaultReasonCode is configured as -1 (was required
earlier but not any longer needed). Now Connector, in all
NotReady-requests from CRM, uses ReasonCode received from
the CRM.
99
Medium
Cisco CTI
Connector
After Consult to a non-monitored DN, call-state of the new
call remains in INITIATED state after the call is answered
(no ESTABLISHED event from Cisco CTISRV). This prevented
establishing 3-way Conference with the unmonitored DN from
CRM's that require HELD and CONNECTED calls for
Conference-requests.
100
Medium
Cisco CTI
Connector
Connector allowed to proceed with a Login-request even if
another agent ID was already logged into the station. The
error was noted only during the Logout-request.
101
Medium
Cisco CTI
Connector
DMS100-specific: If during Consult, an unmonitored
Consult-destination dropped off the call, subsequent
Reconnect request, performed by the Consult initiator,
resulted in disconnecting remaining active call with the
""Original Caller"" (DropSelf-type activity).
102
Medium
Cisco CTI
Connector
Not-applicable for DMS100: After establishing a Consult
(or after placing a call on Hold and initiating a new call),
Drop-request was converted into a Reconnect-request,
resulting in an automatic retrieving formerly held call.
With the new configuration parameter
""DropAsReconnectInConsult"", this behavior can be
disabled. Thus, if the parameter is set to NO (or just N),
Connector will not convert Drop-requests into the
Reconnect-requests and it will be necessary to manually
retrieve/unhold the held call.
103
Medium
Cisco CTI
Connector
DMS100-specific: After establishing Conference,
call-state of the conference call participants did not
show all call parties.
104
Medium
Cisco CTI
Connector
If DropAsReconnectInConsult is set to NO (or just N),
Connector will not convert Drop-requests into the
Reconnect-requests.
[CTIModule]
. . .
DropAsReconnectInConsult=N
105
Medium
Cisco CTI
Connector
Connector used Connection Device ID as part of the Call
ID's only when it was configured to work towards DMS-100.
Page 18 of 22
It was shown this might be necessary for other PG's, when
Call ID's are being reused often. Added a new config
parameter UseComplexCallID (Y/N, default = N).
106
Medium
Cisco CTI
Connector
Not all config parameters were printed out in the
Connector's log for verification.
107
Medium
Cisco CTI
Connector
Not all CAD received in BEGIN_CALL_EVENT were saved with
the same Instance number. In some cases (when call handles
were reused often) this let to the ""mixed"" data in the
MCIS DataStore, with some CAD from the new call, and others
- from the old call.
108
Medium
Cisco CTI
Connector
Connector always appended call-attached data. Now it's
possible to configure what action is used for the CAD in
new calls – added new config parameter NewCallDataAction
(APPEND/SET, default = APPEND).
109
Medium
Cisco CTI
Connector
Connector used Connection Device ID as part of the Call
ID's only when it was configured to work towards DMS-100.
It was shown this might be necessary for other PG's, when
Call ID's are being reused often. Added a new config
parameter UseComplexCallID (Y/N, default = N).
[CTIModule]
. . .
UseComplexCallID=Y
Connector always appended call-attached data. Now it's
possible to configure what action is used for the CAD in
new calls – added new config parameter NewCallDataAction
(APPEND/SET, default = APPEND).
[CTIModule]
. . .
NewCallDataAction=SET
110
Medium
Cisco CTI
Connector
Complex Call ID(s) have been made unique for the extended
period of time and are not dependent on the Connection
Device ID(s) involved. The Call ID uniqueness is
guaranteed based on the following estimates:
- More than 130 years of continuous, uninterrupted work
processing 1 call every second (24 hours/day, 365
days/year)
- More than 13 years of continuous, uninterrupted work
processing 10 calls every second (24 hours/day, 365
days/year)
111
Medium
Cisco CTI
Connector
When SUPERVISOR MONITOR functionality is in use, some CTI
requests (CONSULT, specifically) were not processed and
requests were not sent to Cisco CTI Server.
Page 19 of 22
112
Medium
Cisco CTI
Connector
Connector always blocked HOLD requests for the calls that
were not in Connected or Queued states. The restriction is
left for CallManager PG and IPCC Express. For other PG's the
request will be passed to the CTI Server and the outcome will
be defined by the server responses.
113
Medium
Cisco CTI
Connector
Specific to HF for UseComplexCallID=Y:
 In some Transfer and Conference scenarios Connector
removed Call ID from memory earlier than necessary.
Until the call is dropped, this could result into
agent call-state not being updated as expected and
error messages about false failed requests.
 In case of a temporary disconnect, after
reconnecting to CTISRV, Connector didn't use
complex Call ID's for already existing calls.
114
Medium
Cisco CTI
Connector
Value for trace entry ""CONFIG: SERVER B = "" was always
logged as ""Server_B"".
115
Medium
Cisco CTI
Connector
Added new config parameter - CADPrefix2Remove - to remove
unnecessary prefix from CAD keys: 'user.MSCRM_ACCOUNT' ->
'MSCRM_ACCOUNT'.
116
Medium
Cisco CTI
Connector
Enhanced error reporting for agent state change requests:
- IAMCCTI_E_NOT_LOGGED_IN - Agent is not logged into a
split (C_NOLOGIN).
- IAMCCTI_E_CCUSER_LOCKED - Domain or call is being
monitored by another adjunct (C_USER_BUSY) or Login is not
possible, DN has a call.
- IAMCCTI_E_INCOMPATIBLE - Agent is not in compatible
state (C_INCS_AGT_ST).
- IAMCCTI_E_NO_MORE_EXTENSIONS - Agent logged into
maximum number of splits/another DN (C_MAXLOGIN).
IAMCCTI_E_CCPASS_INVALID - Invalid login password
(C_INC_PASWD- IAMCCTI_E_AGENT_NO_WORKMODE_CHANGES Request to put agent in the state that the agent is already
in (C_AGT_STATE).
- IAMCCTI_E_RESOURCES_NOT_AVAILABLE - Another agent
already logged into this DN.
- IAMCCTI_E_CANNOT_LOGOUT_CALLS - Logout is not
possible, DN has a call.
Now it’s possible to configure Connector to remove
unnecessary prefix (like ‘user.’) from CAD keys. For
example, key user.MSCRM_ACCOUNT could be transformed and
saved by the Connector as MSCRM_ACCOUNT. Case of the CAD
keys remains without modifications.
Page 20 of 22
[CTIModule]
. . .
CADPrefix2Remove=user.
117
Medium
Cisco CTI
Connector
UCCX-specific: DNIS for incoming calls was reported
incorrectly.
118
Medium
Cisco CTI
Connector
UCCX-specific: For new incoming calls, when call was added
in the call-state during Delivered event, Connector raised
CONTACT_CHANGED event instead of
IMMEDIATE_CHANNEL_ARRIVAL event.
119
Medium
Cisco CTI
Connector
Config parameter UseComplexCallID is used as Y by default.
To disable, set UseComplexCallID=N
120
Medium
Cisco CTI
Connector
Optimized code executed by the Connector during
reconnections to Cisco CTI Server.
121
Medium
Cisco CTI
Connector
Connector is modified according to changes introduced in
UCCE 8.0. Functionality verified towards UCCE 8.0 and
backward compatibility with UCCE 7.5(x) was confirmed.
122
Medium
Cisco CTI
Connector
No indication of a new incoming call in some cases of using
multi-level auto-attendant (when Call ID changes without
Transferred event). Agent does not see the new call and,
for that reason cannot answer it via CRM soft-phone
controls.
123
Medium
Cisco CTI
Connector
One additional queue (as “0”) was reported in the list of
queues agents were logged in to.
124
Medium
Cisco CTI
Connector
Agent phone-set/extension was reported incorrectly to
other MCIS modules. For the end-users (of the Admin Tool,
for example) this resulted in incorrect data for the
Extension field.
125
Medium
Cisco CTI
Connector
UCCX-specific: After the DropCall-requests, a false error
message could appear (the call was dropped without
issues).
126
Medium
Cisco CTI
Connector
After Reverse Transfers and/or Reverse Conferences
(Reverse Merge) CTI requests could have failed due to using
incorrect CallID’s. Handling Reverse Transfers and/or
Reverse Conferences is improved.
Page 21 of 22
127
Low
Cisco CTI
Connector
Added possible config values for the PeripheralType
parameter: CALL_MANAGER and UCCX. The new entries are
recommended for usage instead of abbreviated CISCO_CALLMAN
and outdated CISCO_IPCCX, correspondingly.
Documentation Updates
For the latest versions of all Cisco Unified CRM Connector for Microsoft CRM, Oracle PeopleSoft, and Salesforce.com
documentation, go to http://www.cisco.com/en/US/products/ps9117/tsd_products_support_series_home.html
This section contains updates that were unavailable in the latest published ver sions of the following documents:
•
Cisco Unified CRM Connector Implementation and Administration Guide for Microsoft CRM, Oracle PeopleSoft, and
Salesforce.com 7.5(2)
Obtaining Documentation, Obtaining Support, and
Security Guidelines
For information on obtaining documentation, obtaining support, providing documentation feedback, security guidelines, and also
recommended aliases and general Cisco documents, see the monthly What’s New in Cisco Product Documentation, which also
lists all new and revised Cisco technical documentation, at:
http://www.cisco.com/en/US/docs/general/whatsnew/whatsnew.html
Documentation Feedback
You can provide comments about this document by sending email to the following address:
ccbu_docfeedback@cisco.com
We appreciate your comments.
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