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b+s MCA for Siebel 2.1

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Release Notes b+s MCA for Siebel 2.1 Document Classification: PUBLIC

2018-01-08 © Bucher + Suter AG Page 2 / 36



Table of Contents

1 Introduction .......................................................................................................................................... 5

1.1 Audience ....................................................................................................................................... 5

1.2 Classification ................................................................................................................................. 5

1.3 Terms and Definitions ................................................................................................................... 5

1.4 Related Documentation ................................................................................................................ 5

1.5 Notation ......................................................................................................................................... 6

2 What’s New .......................................................................................................................................... 7

3 Supported Features ............................................................................................................................. 7

4 Unsupported Features & Limitations ................................................................................................ 9

5 Compatibility ...................................................................................................................................... 10

5.1 Operating System Software ........................................................................................................ 10

5.2 Cisco Contact Center Software .................................................................................................. 11

5.3 Oracle Siebel Software ............................................................................................................... 11

5.3.1 Supported Web Browsers ........................................................................................... 12

5.4 Cisco IP Phones ......................................................................................................................... 12

5.5 3rd Party Software ....................................................................................................................... 12

6 Host System Performance Requirements ....................................................................................... 12

7 Migration Paths and Upgrades ........................................................................................................ 13

8 Lifecycle Announcement .................................................................................................................. 13

9 Installation Information ..................................................................................................................... 13

10 Component Versioning ..................................................................................................................... 14

10.1.1 Communication Toolbar Adapter ................................................................................ 14

10.1.2 ConnectMCAL ............................................................................................................. 15

10.1.3 DataStore .................................................................................................................... 15

10.1.4 MediaManager ............................................................................................................ 15

10.1.5 Siebel RoutingAdapter ................................................................................................ 15

10.1.6 Broadcast Message Adapter ...................................................................................... 16

10.1.7 ChatConnector ............................................................................................................ 16

11 New and Changed Configuration Parameters ................................................................................ 17

11.1 New Configuration Parameters .................................................................................................. 17

11.2 Changed Configuration Parameters ........................................................................................... 17

12 Siebel Default Definition File (DEF-file) Changes .......................................................................... 17

12.1 Changes in this release 2.1.0 ..................................................................................................... 17

12.1.1 Commands .................................................................................................................. 17

12.1.2 Events ......................................................................................................................... 17

12.2 Changes inherited from release 2.0.2 ........................................................................................ 17

12.2.1 Driver Parameters ....................................................................................................... 17

12.2.2 Commands .................................................................................................................. 17

12.2.3 Events ......................................................................................................................... 18

12.3 Changes inherited from release 2.0.1 (Service Release) ........................................................... 18



12.3.1 Profile Parameters ...................................................................................................... 18

12.3.2 Commands .................................................................................................................. 18

12.3.3 Events ......................................................................................................................... 18

13 Important Notes ................................................................................................................................. 20

13.1 Single Channel Login .................................................................................................................. 20

13.2 Oracle “Poodle” Vulnerability ...................................................................................................... 20

13.3 Connection to CCE/CCH AWDB ................................................................................................ 20

13.4 Route Message Send Rate......................................................................................................... 21

13.5 /LOAD Configuration Parameter ................................................................................................. 21

13.6 Multiple Lines on Agent Phones ................................................................................................. 21

13.7 PCCE Deployments .................................................................................................................... 22

13.8 Open Source Software ............................................................................................................... 22

14 New Features, Improvements and Bug Fixes ................................................................................. 23

14.1 New Features & Improvements .................................................................................................. 23

14.2 Bug Fixes .................................................................................................................................... 25

15 Acronyms ........................................................................................................................................... 35

Figures

Figure 1: b+s MCA for Siebel 2.1 Component Versioning ......................................................................... 14 Figure 2: Component overview ................................................................................................................... 14

Tables

Table 1: Classification ................................................................................................................................... 5 Table 2: Terms and Definitions ..................................................................................................................... 5 Table 3: Related Documentation .................................................................................................................. 6 Table 4: Notation .......................................................................................................................................... 6 Table 5: Lifecycle ........................................................................................................................................ 13 Table 6: Component Versioning Communication Toolbar Adapter ............................................................ 14 Table 7: Component Versioning ConnectMCAL ........................................................................................ 15 Table 8: Component Versioning DataStore ................................................................................................ 15 Table 9: Component Versioning MediaManager ........................................................................................ 15 Table 10: Component Versioning Siebel RoutingAdapter .......................................................................... 16 Table 11: Component Versioning Broadcast Message Adapter ................................................................ 16 Table 12: Component Versioning ChatConnector ...................................................................................... 16 Table 13 RouteMessageSendRate Setting ................................................................................................ 21 Table 14: New Features ............................................................................................................................. 24 Table 15: Bug Fixes .................................................................................................................................... 35 Table 16: Acronyms .................................................................................................................................... 36



Documentation Revision History

This documentation revision history lists all changes that were made to this document sorted by document revision.

Document Revision 1 – published on 2018-01-08

First document revision corresponding to b+s MCA for Siebel 2.1

1 Introduction

1.1 Audience

This document is geared toward people who intend to deploy b+s MCA for Siebel. It is assumed that the reader of this document is already familiar with basic contact center terms, contact center operations and management, Cisco customer contact solutions and the Oracle Siebel CRM.

1.2 Classification

Level Persons Authorized for Access Definition

PUBLIC n/a Publication or issuance of this data will not cause damage to the company.

Table 1: Classification

1.3 Terms and Definitions

Subject Description

Customer The customer consumes a service of the contact center

Agent An agent handles requests from customers

Table 2: Terms and Definitions

1.4 Related Documentation

Ref Document Description

[1] MCAforSiebel_DeploymentGuide_2-1_RevN Information about deployment models, host system requirements, bandwidth and latency requirements etc. for the b+s MCA for Siebel 2.0

[2] MCAforSiebel_InstallationConfigurationGuide_2-1_RevN

b+s MCA for Siebel 2.0 installation and configuration information

[3] https://tools.cisco.com/bugsearch/bug/CSCtw78615 Cisco Defect CSCtw78615

[4] MCAforSiebel_Memo_PCCE_2-1_RevN Information about the usage of b+s MCA for Siebel 2.0 with PCCE

[6] MCAforSiebel_OpenSourceDocument_2-1_RevN Document that lists licenses and notices of open source software used in b+s MCA for Siebel 2.0

https://tools.cisco.com/bugsearch/bug/CSCtw78615



[7] http://www.oracle.com/technetwork/topics/security/poodlecve-2014-3566-2339408.html

SSL V3.0 "Poodle" Vulnerability - CVE-2014-3566

[8] https://support.oracle.com/epmos/faces/DocumentDisplay?id=1944467.1

Oracle Support Document 1944467.1 (Mitigating the POODLE vulnerability in SSL in Siebel CRM Applications)

[9] http://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/products-release-notes-list.html

Cisco Unified Contact Center Enterprise Release Notes

[10] ChatConnector_ConfigurationGuide_2-3_RevN b+s ChatConnector 2.0 Configuration Guide

Table 3: Related Documentation

1.5 Notation

The following notation rules are used in descriptions of definitions and entries:

Notation Description

Courier New Configuration fields, values and code samples.

Italic Document and chapter references.

Bold Important notes and hints.

Table 4: Notation

http://www.oracle.com/technetwork/topics/security/poodlecve-2014-3566-2339408.html


http://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/products-release-notes-list.html





2 What’s New

Handle multiple chats simultaneously

Channel blending with voice calls, chat and email

Support for CCE/CCH 11.6

3 Supported Features

This section lists all features that are supported in b+s MCA for Siebel 2.1:

Voice channel o Agent capabilities

Accept / hold / retrieve / hang up a voice call Agent not ready with reason Call wrap-up with reason Request wrap-up with reason Agent logout with reason

Manual outgoing calls

Silent call transfers (aka single step transfers) Consult call transfers (aka warm transfers) Consult conference calls

Siebel CRM screen transfer for call transfers and call conferences using Siebel bookmarks

Request callback on outbound campaign call Classify contact on outbound campaign call Multiple Lines on agent phones (restrictions apply, refer to chapter

Multiple Lines on Agent Phones) Click to call in Siebel CRM client mode Open UI

o Backend capabilities Route inbound calls in CCE/CCH script to an available agent Call information from CCE/CCH is available in events to the Siebel

Adaptive Communications API interface. The Siebel CRM can use any data parameter for screen pop including, but not limited to, ANI, DNIS and CCE/CCH call variables and ECC variables

ECC Arrays can be used to transport call data from CCE/CCH to ConnectMCAL which translates them into a list of ECC key-value-pairs and forwards this list to the Communication Toolbar Adapter

Present automated outbound calls, executed by the Cisco Outbound Option Dialer, to agents on Siebel CRM (preview, direct-preview, predictive/progressive dialing mode)

o Miscellaneous Cisco CTI OS Supervisor Desktop (considered as a deprecated feature

by Cisco Systems Inc. as of CCE release 11.0, see Cisco Unified Contact Center Enterprise Release Notes [9]) or Cisco Finesse Supervisor Desktop can be used to supervise

CUCM-based silent monitoring (restrictions apply, see chapter Unsupported Features & Limitations)

Email channel o Agent capabilities

Accept / pause / resume / end an email task Agent not ready with reason Agent logout with reason Release/reject an offered email task Reroute an email task back to the same queue, to another queue or to

a specific agent o Backend capabilities



Route Siebel CRM ERMS emails in CCE/CCH script to an available agent

Queue Siebel CRM ERMS emails in CCE/CCH script until an agent becomes available

Task information from CCE/CCH is available in events to the Siebel Adaptive Communications API interface. The Siebel CRM can use any data parameter for screen pop including, but not limited to, Sender, Subject and CCE/CCH call variables and ECC variables

Interruptibility for the email channel (i.e. the CCE/CCH Media Routing Domain used for email routing is set to be interruptible) is supported

Chat channel o Agent capabilities

Accept / pause / resume / end a chat task Agent not ready with reason Chat task wrap-up with reason Agent logout with reason Send and receive text messages during chat session Chat transcript stored in Siebel Activity Release/reject an offered chat task Reroute a chat task back to the same queue, to another queue or to a

specific agent

Siebel CRM screen transfer for chat transfers (agent to agent or agent to queue) using Siebel bookmarks

Chat state composing / Siebel Chat Feedback Message response templates (Siebel Frequently Used Text) Multiple parallel chats (max. 6)

o Backend capabilities Automated chat prompts configured in CCE/CCH routing script Route chats in CCE/CCH routing script to an available agent Queue chats in CCE/CCH routing script until an agent becomes

available Chat information transported from the customer (via chat server and

ChatConnector) to CCE/CCH is available in events to the Siebel Adaptive Communications API interface. The Siebel CRM can use any data parameter for screen pop including, but not limited to Sender, Subject and CCE/CCH call variables and ECC variables

VarPool or self-defined variables for transporting customer data to CCE/CCH respectively to Siebel CRM (refer to the b+s ChatConnector 2.3 Configuration Guide [10])

General o Agent login by specifying phone extension o Agent login with configured phone extension in Siebel teleset o CCE/CCH integrated reporting on voice, email and chat channel

o Cisco Unified Mobile Agent support

o Multiple CCE/CCH Agent PGs deployment for voice deployments only o Siebel CRM client in Open UI (OUI) and in High Interactivity (HI) mode

(restrictions apply, see chapter Oracle Siebel Software and chapter Unsupported Features & Limitations)

o Secure communication with Siebel CRM Secured communication between Siebel Inbound Web Service and

Broadcast Message Adapter Secured communication between Siebel Inbound/Outbound Web

Service and Siebel RoutingAdapter



4 Unsupported Features & Limitations

The following section lists all unsupported features and limitations of the b+s MCA for Siebel 2.1:

Voice channel o CCE/CCH call variables set in ConsultationCallRequest are replaced with call

variables of held call and are not visible for a second agent after the transfer is completed.

o Conference calls are displayed as normal calls in Siebel CRM client after a CTI Server or PG failover.

o Be aware that even though the formerly missing wrap-up event for the transferring agent is now fired after a completed call transfer or conference, it is still not possible to provoke that entered data (e.g. wrap-up reasons) is saved into the CCE/CCH database. This is a known limitation of CCE/CCH and comes by the fact that for a completed call transfer or conference the call is not only cleared but completely ended. See Cisco Bug CSCtw78615 [3] for further information.

o If an agent executes a blind or consult transfer to another agent by using the Cisco IP Phone the screen content of the first agent is not transferred to the other agent. This is a known limitation by Siebel CRM. All call transfers must be executed with the Siebel CRM Web Client to ensure that screen content is transferred along with the call.

o Because there is no predefined dial-pad on the Siebel CRM Web Client, DTMF strings can only be sent via the dropdown menu (Tools -> Communications-> Send DTMF).

o If a failover (CTI Server, Agent PG etc.) occurs during a conference call, the recovered call is no longer identifiable as a conference call but is displayed as a "normal" call. The call on the phone remains in conference state. However, if in the recovered conference scenario of agent1 to agent2 to customer an agent drops the conference call, the call disappears from the Siebel Web Client for both agents (on the phone the call is not disconnected). The agent who dropped the call can rejoin the call by using his phone.

o CUCM-based silent monitoring Siebel Adaptive Communication API does not receive any notification

that the call is being monitored. Siebel Adaptive Communication API does not see call events related to

the silent monitor call. o ECC Arrays are not available as such in events and commands on the Siebel

Adaptive Communications API interface o Dropping participants from a conference call by using the Siebel

Communications Toolbar is not supported.

Outbound campaign calls o When an agent is working on an email task and a new outbound campaign call

arrives, switching back to the email task via the combo box of the Siebel Communications Toolbar is not possible until the call between the agent and the called customer is fully established.

Email channel o Wrap-up for email tasks is not supported

o If an agent wants to be not ready after handling an email he must change his state to not ready while working on the email

o Auto Answer set in CCE/CCH Agent Desk Settings does not work for the email channel

o Siebel CRM screen transfer for email reroutes using Siebel bookmarks is not supported



o Reroute on no answer (RONA): If an agent does not accept an offered email task the email is automatically rerouted back to the same CCE/CCH Dialed Number / Script Selector where the initial routing happened

o Upon the agent's acceptance of an email the field MCA_RoutingStatus in the

Siebel database is correctly changed to 02. However, this does not cause the status of the Siebel activity to be updated automatically.

o CCE/CCH ECC Arrays are not supported for the email channel o An agent can handle one email task simultaneously. I.e. multi-email is not

supported

Chat channel o Single channel login is not supported for chat (refer to the chapter Single

Channel Login for more information) o When transferring a chat from one agent to another, the transferring agent is

not placed into wrap-up o Requesting wrap-up with during the chat session is not supported o Wrap-up is not visible on the agent’s chat work item (drop-down list) o If an agent wants to be not ready after handling a chat respectively after ending

wrap-up he must change his state to not ready during the chat session. o Reroute on no answer (RONA): If an agent does not accept an offered chat

task, the chat task is automatically rerouted back to the same CCE/CCH Dialed Number / Script Selector where the initial routing happened

o Nickname entered by the customer is lost if the offered chat is rejected by the agent

o When an agent changes his state while being in wrap-up for chat from Work Ready to Work Not Ready, the latter is not signaled to CCE/CCH.

o TIMEOUT-Label: Rerouting of the chat after 10 seconds (hardcoded in ChatConnector, not configurable in b+s MCA for Siebel 2.1) to the same Dialed Number / Script Selector as before.

o OVERFLOW-Label: The chat is terminated by the ChatConnector and the message “The chat session is closed by overflow.” is sent to the customer.

o Auto Answer set in CCE/CCH Agent Desk Settings does not work for the chat channel

o Chat suspended and chat resumed works only for the work item select box but not for the chat tabs on the Siebel chat pane

o CCE/CCH ECC Arrays are not supported for the chat channel o Using the Siebel CRM client in High Interactivity (HI) mode is not supported for

the chat channel

General o b+s MCA for Siebel 2.1 components do not support IPv6 o Email and chat routing (and re-routing) in environments with multiple CCE/CCH

Agent PGs is limited to the agents connected to the local CCE/CCH Agent PG. o Secured communication between the Communication Toolbar Adapter and the

DataStore o Please note that as of Oracle Siebel CRM Innovation Pack 2015 only the

message base severity is supported (i.e. severities in column Type) for the broadcast messages.

5 Compatibility

5.1 Operating System Software

b+s MCA for Siebel Communication Toolbar Adapter Host System

The b+s MCA for Siebel Communication Toolbar Adapter is not a self-running application. It is a DLL installed on the Siebel Communications Server(s) that is loaded and started by the Siebel Communications Server(s) like a plugin.



Microsoft Windows Server 2008 32-Bit and 64-Bit. Only the English version of the operating system is supported.

Windows Server 2008 R2. Only the English version of the operating system is supported.

Microsoft Windows Server 2012. Only the English version of the operating system is supported.

Microsoft Windows Server 2012 R2. Only the English version of the operating system is supported.

b+s MCA for Siebel Central Components Host System

Microsoft Windows Server 2008 32-Bit and 64-Bit. Only the English version of the operating system is supported.

Windows Server 2008 R2. Only the English version of the operating system is supported.

Microsoft Windows Server 2012. Only the English version of the operating system is supported.

Microsoft Windows Server 2012 R2. Only the English version of the operating system is supported.

The 32-Bit compatibility-mode (WOW64) is used if a b+s MCA for Siebel component is installed on a 64-Bit Windows OS.

5.2 Cisco Contact Center Software

Cisco Unified Contact Center Enterprise (CCE) / Hosted (CCH) versions 10.0, 10.5, 11.0, 11.5 and 11.6

Cisco Hosted Collaboration Solution for Contact Center (HCS-CC) o Support for Cisco HCS-CC depends on the integrated version of CCE

Cisco Packaged Contact Center Enterprise (PCCE) versions 10.0, 10.5, 11.0, 11.5 and 11.6

o Refer to the latest b+s MCA for Siebel Memo – PCCE [4] document for important information about the usage of b+s MCA for Siebel with PCCE

Cisco Unified Intelligent Contact Management (UICM) and Cisco Unified Contact Center Express (UCCX) are NOT supported.

5.3 Oracle Siebel Software

Siebel CRM versions

o 8.1.1.1 - 8.1.1.10, 8.1.1.11 (Innovation Pack 2013), 8.1.1.14 (Innovation Pack 2014)

o 8.2.2.1 - 8.2.2.3, 8.2.2.4 (Innovation Pack 2013), 8.2.2.14 (Innovation Pack 2014)

o Innovation Pack 2015

o Innovation Pack 2016

…in High Interactivity (HI)* and Open UI client mode.

*Microsoft Internet Explorer 8, which is the primary platform for Siebel HI clients, left mainstream support by Microsoft on January 12th 2016. As customers upgrade to modern browsers, they will want to implement Open UI clients in place of HI client deployments, as these are the only supported options that support Internet Explorer 11 and other modern HTML5 browsers. Siebel HI client components will continue to be supported by Oracle in Siebel CRM Innovation Packs 2014 and 2015, including through the Patchset process, as detailed in the Error Correction Policy. However, Oracle recommends updating to the latest available distributions and migrating to Open UI clients before the release of Oracle’s Siebel Innovation Pack 2016 and because of the end of support for Microsoft Internet Explorer 8.



5.3.1 Supported Web Browsers

The Siebel CRM client mode Open UI supports more modern Web browsers than the HI mode because it uses Web standards without proprietary technologies, such as browser plug-ins or Microsoft ActiveX components.

Please contact Oracle concerning the support of Web browsers by Siebel CRM.

5.4 Cisco IP Phones

For supported Cisco IP Phones please refer to the official compatibility statement of Cisco Systems Inc. which is accessible from:

Compatibility Matrix for Unified CCE http://docwiki.cisco.com/wiki/Compatibility_Matrix_for_Unified_CCE

5.5 3rd Party Software

Host System Virtualization

o Only VMware ESX or ESXi bare-metal virtualization (type 1 hypervisor) software can be used to host the underlying operating system of the b+s MCA for Siebel Central Components.

IPv6 o The b+s MCA for Siebel components do not support IPv6

Chat server supporting XMPP: Ignite Realtime Openfire, Cisco Unified Presence Server (CUPS), Cisco Unified Communications Manager Instant Messaging and Presence (CUCMIMP)

Microsoft .NET Framework

o The b+s MCA for Siebel Central Components require at least Microsoft .NET Framework 4.5.2 and the Microsoft Visual C++ 2015 Redistributable Package (x86) as well as the Microsoft Visual C++ 2010 Redistributable Package (x86) (the latter are required by the ConnectMCAL component).

o The b+s MCA for Siebel Communication Toolbar Adapter component requires at least Microsoft .NET Framework 4.5.2 and the Microsoft Visual C++ 2015 Redistributable Package (x86) and Microsoft Visual C++ 2010 Redistributable Package (x86).

6 Host System Performance Requirements

Refer to the latest b+s MCA for Siebel Deployment Guide [1] for detailed information about b+s MCA for Siebel’s host system performance requirements. The document provides information about host system classification, general virtualization requirements, product deployment and scalability considerations.

http://docwiki.cisco.com/wiki/Compatibility_Matrix_for_Unified_CCE



7 Migration Paths and Upgrades

When upgrading to b+s MCA for Siebel 2.1, the Central Components (i.e. ConnectMCAL, MediaManager, DataStore, Siebel RoutingAdapter and Broadcast Message Adapter) must be upgraded before the Communication Toolbar Adapter!

b+s MCA for Siebel 2.1 can only be installed...

…as a new installation on an empty host system or...

…as an upgrade on top of b+s MCA for Siebel 2.0 or...

...as an upgrade on top of b+s MCA for Siebel 2.0.1, 2.0.2 or 2.0.3

8 Lifecycle Announcement

It is recommended to upgrade all b+s MCA for Siebel 1.0, 1.1, 1.2, 1.3, 1.4, 1.5, and 2.0 installations to b+s MCA for Siebel 2.1. For all b+s MCA for Siebel 1.0, 1.1, 1.2, 1.3, 1.4, 1.5 and 2.0 versions the following End of Life Policy applies.

Version Release Date EOLA EOS EOM EOL

1.0 2011-02-03 2013-08-03 2014-02-03 2015-02-03 2016-02-03

1.1 2011-07-01 2014-01-01 2014-07-01 2015-07-01 2016-07-01

1.2 2012-03-16 2014-12-01 2015-06-01 2015-12-01 2016-06-01

1.3 2013-03-18 2014-12-01 2015-06-01 2015-12-01 2016-06-01

1.4 2014-02-14 2014-12-01 2015-06-01 2015-12-01 2016-06-01

1.5 2014-12-01 2016-04-08 2016-10-08 2017-04-08 2017-10-08

2.0 2016-04-08 2018-01-08 2018-07-08 2019-01-08- 2019-07-08

2.1 2018-01-08 N/A N/A N/A N/A

Table 5: Lifecycle

EOLA: End of Life Announcement - The date the software versions lifecycle dates are announced.

EOS: End of Sale - The last date the software version is available for purchase.

EOM: End of Maintenance - The last date b+s will provide maintenance releases or bug fixes. After this date b+s will no longer develop, maintain or test the software version.

EOL: End of Life - The last date b+s will provide service and support for the software version. After this date the software version will be obsolete.

9 Installation Information

Refer to the b+s MCA for Siebel 2.1 Installation and Configuration Guide [2] for detailed instructions about the installation and uninstallation of the b+s MCA for Siebel 2.1.

When upgrading to b+s MCA for Siebel 2.1 the Central Components - ConnectMCAL, MediaManager, DataStore, Siebel RoutingAdapter and Broadcast Message Adapter - must be upgraded before the Communication Toolbar Adapter!



10 Component Versioning

The following picture provides an overview about the unchanged, changed and new components since release 2.0.

Figure 1: b+s MCA for Siebel 2.1 Component Versioning

10.1.1 Communication Toolbar Adapter

File Product Version

BsFileLogger.dll 4.5 (79524)

BsLib.dll 4.5 (79952)

BsLogger.dll 4.5 (79524)

BsLogModel.dll 4.5 (78190)

BsMCALClientV5.dll 4.5.2 (81279)

CommunicationToolbarAdapter.dll 2.1.0 (82957)

DataStoreClient.dll 4.5.0 (79319)

MCA_For_Siebel.dll 2.1.0 (82957)

de-DE\CommunicationToolbarAdapter.resources.dll 2.1.0 (82957)

de-DE\MCA_For_Siebel.resources.dll 2.0.0 (67299)

en-US\CommunicationToolbarAdapter.resources.dll 2.1.0 (82957)

en-US\MCA_For_Siebel.resources.dll 2.0.0 (67299)

Table 6: Component Versioning Communication Toolbar Adapter

Basic Voice Installation

ConnectMCAL

2.6.2 (82796)

Broadcast Message Adapter

1.5.2

DataStore

2.1.5 (82878)

Communication Toolbar Adapter

2.1.0 (82957)

Email Routing Add-On

Chat Routing Add-On

Siebel RoutingAdapter

1.5.2 (75783)

MediaManager

2.6.2 (82791)

ChatConnector

2.3.2 (82811)

New

Component

Changed

ComponentUnchanged Component



10.1.2 ConnectMCAL


bsLogLibrary2010.dll 0, 10, 0, 3

bsLogLibraryEvents.dll n/a

ConnectMcal.exe 2.6.2 (83013)

dbghelp.dll 6.5.0003.7

MemoryDumper.dll 1.0.1

TpiConnectDllV4.dll 2.6.2 (83012)

TpiConnectDllV5.dll 2.6.2 (83012)

xerces-c_3_1.dll 3, 1, 1

XEventMessage.dll 1.0.0.1

Table 7: Component Versioning ConnectMCAL

10.1.3 DataStore


bsLogLibrary2010.dll 0, 10, 0, 3

DataStore.exe 2.1.5 (82878)


IcmDsServiceDll.dll 2.1.5 (82873)

libeay32.dll 1.0.1p


ssleay32.dll 1.0.1p

Table 8: Component Versioning DataStore

10.1.4 MediaManager


ACE.dll 6.2.3

bsFDapi102ADll.dll 1.17.0 (040) A2683


MediaChannelEditor.exe 2.2.3.0

MediaManager.exe 2.6.2 (82791)


SimpleCryptDll.dll 1.1.0.1

sqlapi.dll 4.1.2.1

xerces-c_3_1.dll 3, 1, 1

Table 9: Component Versioning MediaManager

10.1.5 Siebel RoutingAdapter


BsConnector.dll 4.5 (81097)

BsConsoleLogger.dll 4.5 (79524)


BsLib.dll 4.5 (79952)



BsMCAConnector.dll 4.5 (79371)



BsMCALClientV5.dll 4.5.2 (81279)

BsMCAModel.dll 4.5 (77268)

BsWindowsEventLogger.dll 4.5 (79524)

MCALGate.dll 2.5.1 (83015)

MediaRoutingGate.dll 2.5.1 (83015)

RoutingAdapter.exe 2.1 (83011)

RoutingAdapterCore.dll 3.2 (79887)

RoutingAdapterInterface.dll 1.5.0 (82918)

SiebelRoutingGate.dll 1.5.0 (82918)

Table 10: Component Versioning Siebel RoutingAdapter

10.1.6 Broadcast Message Adapter


BMAConfigurationWizard.exe 1.4.0.57676

BMAdapter.dll 1.5.2 (68015)

BMProvider.dll 1.4.0 (68015)

BMProviderSiebel.dll 1.5.0 (68015)

BMSqlGate.dll 1.4.0 (68015)

BroadcastMessageAdapter.exe 1.5.2 (68015)



BsLib.dll 4.5 (67850)



SqlGate.dll 1.4.0 (68015)

Table 11: Component Versioning Broadcast Message Adapter

10.1.7 ChatConnector




BsLib.dll 4.5 (79952)



ChatConnector.dll 2.3.2 (82811)

ChatGate.dll 2.3.2 (82811)

chatsub.exe 1.1 (82768)

IniFilePasswordEncryptor.exe 1.0.0 (82770)

Matrix.dll 2.0.0.14

MatrixGate.dll 2.3.2 (82811)

McilChat.exe 2.3.2 (82811)

McilGate.dll 2.3.2 (82811)

MmGate.dll 2.3.2 (82811)

Table 12: Component Versioning ChatConnector



11 New and Changed Configuration Parameters

The following section lists configuration parameters that were added or have changed since b+s MCA for Siebel 2.0. Refer to the b+s MCA for Siebel 2.0 Installation and Configuration Guide [2] for detailed information about all configuration parameters of the b+s MCA for Siebel components.

11.1 New Configuration Parameters

Please see also parameter chatTaskLimit in DEF-file changes for Commands below.

11.2 Changed Configuration Parameters

Please see also new default values in DEF-file changes below for the following parameters:

MCALHostWebServiceNameSideA, MCALHostWebServiceNameSideB

MCALHostSideASecured, MCALHostSideBSecured

Driver:MaxLogFileSize, Driver:MaxLogFileRollBackups

12 Siebel Default Definition File (DEF-file) Changes

The following changes were made in the b+s MCA for Siebel’s default Siebel DEF-file since b+s MCA for Siebel 2.0. Because of the many changes it is highly recommended to use a diff utility to calculate and display the exact differences between Siebel DEF-files.

12.1 Changes in this release 2.1.0

12.1.1 Commands

Added new parameter chatTaskLimit for DeviceCommand AgentLogon

(in commands AutoLoginTeleset, LoginTextbox and LoginTeleset)

Removed FilterSpec from commands AgentEndAfterCallWorkReady and AgentEndAfterCallWorkNotReady

Removed redundant FilterSpec [$GetCommandStatus(…)] = 'Enabled' from

commands NotReadyChatWithPopup and NotReadyChat

12.1.2 Events

Moved EventHandler CallTransferredOut from section with Dummy events to

section with normal events

12.2 Changes inherited from release 2.0.2

The changes in Definition-File marked below with (*) are the bugfix SIEBEL-784. It can be found in the list of bugfixes in this document. These changes are only needed if you use Outbound Option calls in PREVIEW mode..

12.2.1 Driver Parameters

New default for Driver:MaxLogFileSize is "100000KB"

New default for Driver:MaxLogFileRollBackups is "10"

12.2.2 Commands

(*)Added FilterSpec with variable @SelectedWorkItem:PreviewAccepted in

Command PreviewCallAccept



(*)Added FilterSpec with variable @SelectedWorkItem:PreviewAccepted in

Command PreviewCallReject

(*)Added new EventHandler

PreviewOutboundCampaignReservationCallAccepted for DeviceEvent CallVarUpdated (*)

12.2.3 Events

(*)In event handlers named IndicateNewWorkItemVoice,

IndicateNewWorkItemEmail and IndicateNewWorkItemChat (= DeviceEvent @PreIndicateNewWorkItemEvent)

set variable WorkTrackingObj.PreviewAccepted = "FALSE"

(to prevent warnings in SCOMM log that the variable used above in FilterSpec does not exist.)

12.3 Changes inherited from release 2.0.1 (Service Release)

12.3.1 Profile Parameters

New default for Driver:MCALHostWebServiceNameSideA is "mcal"

New default for Driver:MCALHostWebServiceNameSideB is "mcal"

New default for Driver:MCALHostSideASecured is "FALSE"

New default for Driver:MCALHostSideBSecured is "FALSE"

12.3.2 Commands

Removed default value “000” for Param.mobileAgentDevicePrefix in

Command AutoLoginTeleset


Command LoginTextbox


Command LoginTeleset

Removed duplicate DeviceCommand AgentLogoff in Command SignOffGroupWithPopup

CmdData:MakeCallToSelectedPhoneData Param.calledDirectoryNumber

uses “PhoneTypeLookup” instead of “Lookup”

CmdData:MakeCallToCurrentPhoneData Param.calledDirectoryNumber

uses “PhoneTypeLookup” instead of “Lookup”

12.3.3 Events

Removed sample implementation of EventHandler AgentLoggedOff and renamed to

EventHandler AgentLoggedOffDummy

Added new EventHandler PreviewOutboundCallReceived for a specific handling

of preview outbound calls with call type 32

Added new EventHandler CallbackCallReceived for a specific handling of

callback calls

Removed WorkTrackingObj.mediaType = "Voice" from EventHandler MailOffered

Removed Log = "OnMailAnsweredLog" and WorkTrackingObj.mediaType

= "Email" from EventHandler MailAnswered



Added new special EventHandler IndicateNewWorkItemVoice,

IndicateNewWorkItemEmail and IndicateNewWorkItemChat



13 Important Notes

13.1 Single Channel Login

With b+s MCA for Siebel 2.0 the Single Channel Login is considered as a deprecated feature. This means that no more engineering development will occur for this feature and that it will be scheduled for removal in a future b+s MCA for Siebel release. Plan to transition to the designated replacement feature, which is in this case the usage of the general device

commands AgentLogon and AgentLogoff. If you are implementing a new deployment, use

the replacement technology rather than the deprecated feature. Furthermore, Single Channel Login is only available for the voice and email channel but not for chat. Refer to the b+s MCA for Siebel Installation and Configuration Guide [2] for detailed information about the usage of single channel login.

13.2 Oracle “Poodle” Vulnerability

A security vulnerability affecting SSL version 3.0 was recently publicly disclosed and called Padding Oracle On Downgraded Legacy Encryption, or “Poodle”. As the vulnerability does not affect TLS and is limited to SSL 3.0 it is highly recommended that TLS is used to encrypt the communication between the Siebel CRM and the b+s MCA for Siebel components.

Further information about the “Poodle” vulnerability and how Siebel CRM are affected by it can be found at

http://www.oracle.com/technetwork/topics/security/poodlecve-2014-3566-2339408.html [7]

and

https://support.oracle.com/epmos/faces/DocumentDisplay?id=1944467.1 [8]

13.3 Connection to CCE/CCH AWDB

As of b+s MCA for Siebel 1.5 a connection to the CCE/CCH AWDB is no longer required. If b+s MCA for Siebel 2.1 are installed on top of an existing b+s MCA for Siebel 1.4 deployment, the configuration of MediaManager must be adjusted manually otherwise the connection to the CCE/CCH AWDB is still required.

To get rid of the connection to the CCE/CCH AWDB, the configuration key MCIL_MODE in the MediaManager ini-file must be set to 2.

Be aware that the password verification at agent logon (setting CHECK_AGENT_PASSWORD) must be deactivated if MediaManager is configured with MCIL_MODE=2. Password verification will only be done by CCE/CCH but no longer by the MediaManager.

Configuration without a connection to the CCE/CCH AWDB

MediaManager initialization file:

[MAIN]

MCIL_MODE=2

[MCIL]

CHECK_AGENT_PASSWORD=0


https://support.oracle.com/epmos/faces/DocumentDisplay?id=1944467.1



Configuration with a connection to the CCE/CCH AWDB

MediaManager initialization file (sample values for the MCIL_MODE_AWDB section!):

[MAIN]

MCIL_MODE=1

[MCIL_MODE_AWDB]

ALIAS=ucceaw1@ucce10_awdb

USN=ucceadmin

PW=UjeKlm18!

ALIAS_B=ucceaw2@ucce10_awdb

USN_B=ucceadmin

PW_B= UjeKlm18!

13.4 Route Message Send Rate

Be aware that as of b+s MCA for Siebel 1.5 the new default value for the

RouteMessageSendRate-setting in Siebel RoutingAdapter is 5. This setting determines the

number of route requests that the Siebel RoutingAdapter sends to the MediaManager per

second. Prior to b+s MCA for Siebel 1.5, the default value for the RouteMessageSendRate

setting was -1, which means that there was no throttling for route requests at all. For safety reasons it has been decided to change the default value so that undesired situations in PCCE deployments where Congestion Control is set to 8 can be avoided. For upgrades the configured

value of the RouteMessageSendRate setting remains unchanged.

Name Description

Section [Gate_mcal]

RouteMessageSendRate Indicates how many route messages are sent to the MediaManager per second.

To disable set to -1

Default: 5

Table 13 RouteMessageSendRate Setting

13.5 /LOAD Configuration Parameter

With CCE/CCH version 10.0 Cisco Systems Inc. has announced that the /LOAD Configuration Parameter is considered as a deprecated feature. This means that no more engineering development will occur for this feature and that it will be scheduled for removal in a future CCE/CCH release. The new behavior is that agents are automatically set to not ready on CTI disconnects. Without the /LOAD Configuration Parameter the characteristics of failover-situations with the b+s MCA for Siebel are slightly different. Refer to the latest b+s MCA for Siebel Deployment Guide [1] for further information on redundancy considerations and failover.

13.6 Multiple Lines on Agent Phones

Prior to Release 8.0, CCE/CCH supported monitoring of only a single line for all agent devices. CCE/CCH Release 8.0 added support for monitoring multiple agent lines when Multi Line Agent Mode is enabled for the Peripheral. For additional information and details of CCE/CCH limitations, refer to the Cisco Unified Contact Center Enterprise Solution Reference Network Design (SRND) Release 8.0 [6] located at:

http://www.cisco.com/en/US/products/sw/custcosw/ps1844/products_implementation_design_guides_list.html

Please be aware of the following restrictions concerning multiple lines on agent phones when using the b+s MCA for Siebel with ConnectMCAL and a CTI protocol version lower than 14:





The call waiting feature on UCM must be disabled for agent phones being used by Siebel agents.

UCM features Join Across Lines (JAL) and Direct Transfer Across Lines (DTAL) must be disabled for the agent phones.

With CCE/CCH PG setting “Agent Phone Line Control” set to “All Lines”, Cisco Unified IP Phones 6900 and 7900 series are only supported in single line configuration.

Cisco Unified IP Phones 89xx and 99xx series are supported with the following caveats o The phones must be configured with only a single line o Maximum Number of Calls must be set to 2 o Busy Trigger must be set to 1

When using the b+s MCA for Siebel with ConnectMCAL running with CTI protocol version 14 the following restriction concerning multiple lines on agent phones applies:

The call waiting feature on UCM must be disabled for agent phones being used by Siebel agents.

13.7 PCCE Deployments

Refer to the b+s MCA for Siebel 2.0 Memo – PCCE [4] document for important information about the usage of b+s MCA for Siebel with PCCE.

13.8 Open Source Software

This product uses open source software. See b+s MCA for Siebel 2.0 Open Source Document [6] document for open source licenses and notices.



14 New Features, Improvements and Bug Fixes

14.1 New Features & Improvements

This section lists new features or functionalities of b+s MCA for Siebel 2.1.

Identifier Title RNE

SIEBEL-1309

(2.1)

Multi-Chat Requirements:

Agents can handle multiple chats simultaneously

Solution Abstract:

MaxTaskLimit for chat is 6

Limitation:

-

SIEBEL-1052

(2.1)

Channel Blending Requirements:

Agents can handle multiple tasks (email, chat, voice) simultaneously

Solution Abstract:

Command in telnet console of ConnectMCAL

Limitation:

-

SIEBEL-1384

(2.1)

Enhance ConnectMCAL to determine on which CTA-dll an agent is logged in

Requirements:

Information is available on which CTA-dll an agent is logged in to

Solution Abstract:


Limitation:

-

SIEBEL-1110

(2.1)

Validation of variable that is used for bookmark transfer

Requirements:

Variable that is used to transport the Siebel Bookmark (i.e. BookMarkVariable-parameter in Def-File) is validated

Solution Abstract:


Limitation:

-

SIEBEL-1128

(2.0.1)

Increase ECC variable list limit to 20 ECC variables

Requirements:

More than 10 ECC variables can be used to transport data (configured in ConnectMCAL parameter CtiAttachedDataEccVariableName)

Solution Abstract:

Increase limit of ECC variable list from 10 to 20

Limitation:

-



SIEBEL-1163

(2.0.1)

Send Cisco CCE PeripheralCallKey to Siebel

Requirements:

The Cisco CCE PeripheralCallKey (aka ConnectionCallID on the CTI Server interface) is available in the CTA so that it can logged in Siebel along a call. This is required for both incoming (routed and direct) and for outgoing (manual and automated campaigns) calls.

Solution Abstract:

Sending of Peripheral Call Key must be explicitly enabled in ConnectMCAL

Peripheral Call Key is transported in "ECC container" from ConnectMCAL to the CTA. Prefixing of PeripheralCallKey with SYS.

ConnectMCAL uses the following events to send the PeripheralCallKey to the CTA: CallDelivered CallVarUpdate

Limitation:

-

SIEBEL-1084

(2.0.2)

ECC variables can be used to transport the Siebel bookmark identifier

Requirements:

CCE/CCH ECC variables can be used to transport the Siebel bookmark identifier for voice call Siebel CRM screen transfers

Solution Abstract:

-

Limitation:

-

SIEBEL-1109

(2.0.2)

Massively improve DataStore handling in CTA

Requirements:

Refactoring the part of CommunicationToolbarAdapter that communicates with DataStore.

This will improve reliability of the communication with DataStore and the reliability of ScreenTransfer feature. Also the logging of ScreenTransfer feature will be improved.

Solution Abstract:

BsDsClient.dll replaced with new DataStoreClient.dll

Limitation:

-

SIEBEL-1110

(2.0.2)

Validation of variable that is used for bookmark transfer

Requirements: Variable that is used to transport the Siebel Bookmark (i.e. BookMarkVariable-parameter in Def-File) is validated. Solution Abstract: - Limitation: -

SIEBEL-1470

(2.0.3)

Dump TPI session info

Requirements:

Get TPI information by .net thread pool

Solution Abstract:

-

Limitation:

-

Table 14: New Features



14.2 Bug Fixes

This section lists priority 1 (Critical) and 2 (Major) caveats that are resolved in b+s MCA for Siebel 2.1 but may have been open in previous releases.

Because defect status continually changes, be aware that the following table reflects a snapshot of the defects that were resolved at the time this report was compiled.

Identifier Title RNE

SIEBEL-1608

(2.1)

The Mail-Task are rerouting after a failover with Connect Mcal

Symptom:

E-Mail get rerouted. When the Agent are "working" on the Mail.

Conditions:

Agent are on call(states: pause), 2 Chats(states:pause) and E-Mail(states: active)

Workaround:

-

Further Problem Description:

-

SIEBEL-1607

(2.1)

chatTaskLimit changes to max. 1 after Voice PG failover

Symptom:

After Voice PG failover agent receives only one chat task at the time even multi chat is configured

Conditions:

"chatTaskLimit > 1" in Siebel DEF-file

Workaround:

Agent logs out and relogins manually


ConnectMCAL sends <maxtasks>1</maxtasks> towards MediaManager in AGENT_LOGIN_REQUEST after Voice PG failover.

SIEBEL-1557

(2.1)

Cannot end a WrapUp Call (11.6)

Symptom:

Agentstate wrapup, no call

Conditions:

-

Workaround:

-


-

SIEBEL-1555

(2.1)

No validation for outgoing calls (like transfer) regarding valid number or character

Symptom:

In case of invalid characters are used for MakeCall following message appears on Siebel Toolbar of the Agent after a while: "MCAL timeout"

Conditions:

Using invalid characters

Workaround:

Using valid characters


Any characters will be passed to ICM in the MakeCall event even if the data does not make sense as non-numeric characters. This leads to a CSTAErrorValue: timeout.



SIEBEL-1554

(2.1)

Use ECC variables with MakeCallReq

Symptom:

ECC variables cannot used in ConsultCall, SingleStepTransfer and MakeCall

Conditions:

-

Workaround:

Define ECC varaibles as ECC.ECC.user.*


-

SIEBEL-1517

(2.1)

No delivered event Symptom:

No delivered event send to Siebel

Conditions:

using DataStore for Bookmark transfer

Workaround:

-


-

SIEBEL-1490

(2.1)

No Status text is displayed when performing a transfer or conference call

Symptom:

No status text is displayed in a conference / transfer

Conditions:

Performing Blind-/Warm-transfer or conference call

Workaround:

-


Agent 1 performs a transfer (single-step or warm transfer) to Agent 2. When the call is delivered at the Agent 2, there is only the blinking icon that appears in the toolbar of the Agent 2. There is no status text displayed

SIEBEL-1489

(2.1)

No Screenpop after single-step transfer (DeliveredEvent)

Symptom:

No screenpop for the second agent after single-step transfer from the first agent

Conditions:

-

Workaround:

-


First agent receives a call and blind transfer this call to another agent. Second agent receives the call but the screenpop does not happen.



SIEBEL-1448

(2.1)

MCAL memory leak when using ECC arrays

Symptom:

Continuous increase of the Memory consumption of ConnecMCAL process.

Conditions:

ECC arrays are used.

Workaround:

Restart MCAL on a daily / weekly basis or remove usage of ECC arrays from MCAL configuration.


-

SIEBEL-1359

(2.1)

ConnectMCAL sends AgentLoggedOffEvent for media channels twice

Symptom:

If an agent logs out ConnectMCAL sends the AgentLoggedOffEvent for the media channels twice.

Conditions:

Media channels are enabled

Workaround:

-


There is no impact for the agent.

SIEBEL-1325

(2.1)

Symptom:

Logfile shows incomplete filename

Conditions:

-

Workaround:

-


-

SIEBEL-985

(2.1)

Work Not Ready is not visible in CCE reporting

Symptom:

Work Not Ready is not reported by CCE

Conditions:

Change agent state from ready to not ready while being in an active chat.

Workaround:

-


1. Agent receives chat & accepts it

2. Agent changes state from ready to not ready while being in the active chat session

3. Agent ends chat and enters wrap up

-> CCE reports agent as in WORK READY state and not in WORK NOT READY

4. When agent ends wrap up he enters not ready state



SIEBEL-955

(2.1)

Debug level logged after set error log level

Symptom:

Set error log level less than defined in driver paramater (0xFFFFFFFF) via CTA console, but still debug level will be logged.

Conditions:

Driver Parameter:

Driver:LogTraceMask=0xFFFFFFFF

Driver:LogTraceCollectMask=0x00000000

Via Console:

Command: log level Error (CTA_console.PNG)

Workaround:

Using command "log mask 0x........" instead of "log level ..."


Login Agent 11:57

Set log level Error 11:59 (CTA_console.PNG)

Set Agent state to READY 12:00

Still debug level logged (MCA_For_Siebel_20150922_130849_937.log)

SIEBEL-786

(2.1)

Confusing errors in logfile after RoutingAdapter with active tasks reconnects to MCAL

Symptom:

Error message "ERROR Gate MCALGate.MCALGate failed to process the next message in its recieve queue. Failed processing message RoutingAgentEndedEvent " in logfile when the agent ended the task.

Conditions:

RoutingAdapter lost and reconnected connection to MCAL while agents are working on tasks.

Workaround:

-


No error should be logged here. This is a normal behaviour after RoutingAdapter reconnected to MCAL while agents still work on tasks.

But is should be better visible in logfile that the connection to MCAL was lost and reconnected.

SIEBEL-784

(2.1)

After agent accepts a "preview outbound" call, "accept" and "reject" work items are still available

Symptom:

"Accept" and "Reject" buttons are still available, even the agent has already accepted the call.

Conditions:

Outbound option mode must be set to "Preview".

Workaround:

-


-



SIEBEL-743

(2.1)

Agent gets logged out on channels after ConnectMCAL failover

Symptom:

After ConnectMCAL failover the Agent will not be relogged in on all channels. In some cases the Agent remains logged out on Voice, E-Mail or Chat channel.

Conditions:

Voice, E-Mail or Chat channel could not be recovered performing a ConnectMCAL component failover

Workaround:

Re-Login agent


At the time the bug was reported there was no chat channel available. Chat feature is available since MCAforSiebel V2.0.0.0.

SIEBEL-1106

(2.0.1)

ConnectMCAL crashes if more than 4 parties join a conference

Symptom:

ConnectMCAL crashes

Condition:

more than 4 parties join a conference call

Workaround:

Limit the CUCM max conference participants to 4

Further description:

Null pointer exception if more than 4 parties join a conference

SIEBEL-1127

(2.0.1)

Screen Pop is not working

Symptom:

Screen pop on inbound call is not working

Conditions:

ConnectMCAL 1.5.2

Outbound ECC variables configured in ConnectMCAL

Workaround:

-Use less than 11 ECC variables (see SIEBEL-1128 for details)


ConnectMCAL configuration cannot handle more than 10 ECC variables (configured in ConnectMCAL parameter CtiAttachedDataEccVariableName)



SIEBEL-1129

(2.0.1)

Screen transfer does not work

Symptom:

Screen transfer does not work

Conditions:

Transfer is made directly to an agent and not via the queue / a route point.

Auto answer enabled

Workaround:

Execute transfer via route point


Call Established event is signaled to Siebel before the expected Call Delivered event. Since the Call Established event does not contain the Siebel Bookmark, the screen transfer does not work.

SIEBEL-1158

(2.0.1)

Updating more than 10 ECC variables by Siebel fails

Symptom:

Updating ECC variables from Siebel is not possible.

Conditions:

More than 10 ECC variables are updated

Workaround:

Update less than 10 ECC variables


Siebel tries to update more than 10 ECC variables by using the DeviceCommand SetCallData

The CTA forwards the respective request to ConnectMCAL, which responds with the error "ECCVars count mustn't be greater than 20"

SIEBEL-1204

(2.0.1)

Set agent state to not ready with pop up will be triggered for email and chat

Symptom:

Set agent state to Not Ready with reason (Pop Up) triggers an InvokeCommand for EMail and Chat even Chat channel is disabled.

Conditions:

Required:Driver:EnableMedia = "TRUE"

Required:Driver:EnableMediaTypes = "0x01"

Required:Driver:PopupNotReadyReasons = "TRUE"

Workaround:


-

SIEBEL-1206

(2.0.1)

Answer button for mobile agent in CallByCall does not work

Symptom:

Error message occurs on Siebel CRM, if agent answers the inbound call with the Siebel toolbar (SiebelCRM_CallByCall.png).

Conditions:

Agent is logged in as a mobile agent in Call By Call mode

Workaround:

Agent answers the call on the device


-



SIEBEL-948

(2.0.1)

Log trace mask set via the console cannot be greater than in DEF file configured

Symptom:

Log trace mask set via the console cannot be greater than in DEF file configured

Conditions:

Log trace mask set via the console

Workaround:

Set up the log trace mask in the parameter Driver:LogTraceMask in the setting "Driver Configuration".


Seting a log trace mask greater than configured in DEF file (Driver:LogTraceMask) does not work. It is only possible to set a value less than configured.

SIEBEL-1105

(2.0.1)

Wrong text appears on Communications Toolbar when agent is logged out

Symptom:

Wrong text appears on Communications Toolbar when agent is logged out

Conditions:

-

Workaround:

-


At agent logout the text "Agentenstatus: Telefonie nicht bereit" is displayed. Expected is "Agentenstatus: Telefonie ausgeloggt". Because of missing "AgentLoggedOffEvent" from ConnectMCAL the status text message for Logout and Siebel/CTA event AgentLoggedOff are not triggered.

SIEBEL-1207

(2.0.1)

Agent logout leads to a warning message

Symptom:

A logout of the last logged in agent leads to a warning in the CTA log

Conditions:

A logout of the last logged in agent from CTI as well from the CRM

Workaround:

-


In the CTA log the warning "MCAL Client Connection, thread had to be aborted" will be logged as soon as the last logged in agent logs out.



SIEBEL-1209

(2.0.1)

Logout message thrown in Siebel toolbar while logging in as mobile agent

Symptom:

Logout message thrown in Siebel toolbar while logging in as a mobile agent in Nailed mode

Conditions:

Mobile agent (Nailed)

Media type email or chat enabled

Workaround:

Voice only


In case media is enabled and agent logs in as a mobile agent in nailed mode a logged out message is thrown on the Siebel toolbar as soon as the login button was pressed. After agent answers the phone he is logged in successfully.

SIEBEL-1287

(2.0.1.1)

No CCE call variables sent to Siebel (Courtesy Callback)

Symptom:

Empty Call Variables sent to Siebel CRM on Courtesy Callback

Conditions:

Courtesy Callback feature of UCCE/CVP used

Workaround:

none


Inbound queued call. Customer selects to utilize Courtesy Callback.

Call info presented to SocialMiner which in turns puts call record back into CCE queue.

When agent becomes available, call record is presented to agent and call is placed to customer.

The Siebel agent does not get the Call variables passed to Siebel when agent gets the call but on Finesse Desktop call variables are there.

SIEBEL-1447

(2.0.2)

Memory leak caused by many TPI-Sessions

Symptom: Memory consumption of ConnectMCAL-process rises steadily

Conditions: TpiMaxSession-parameter increased to a high number (i.e. several hundred)

Workaround: Restart ConnectMCAL-process regularly

Further Problem Description: Memory consumption (private bytes) of ConnectMCAL-process rises steadily caused by an not-removed message used for opening/closing TPI-sessions



SIEBEL-1276

(2.0.2)

No screen pop after single step transfer of a formerly outgoing call to a customer

Symptom:

No screen transfer on blind transfer

Condition:

Agent does outgoing call and tries to blind transfer this call to another agent

Workaround:

-

Further description:

-

SIEBEL-1290

(2.0.2)

Screen pop does not work for consult transfers and conferences

Symptom:

“Timeout” error when agent accepts transfer/consult call

Conditions:

Consult transfer or consult conference from one agent to another

Workaround:

Restart DataStore


When agent 2 accepts the conference/consult transfer from agent 1, “Timeout” error is displayed on the Siebel CTI toolbar and the Siebel screen from agent 1 is not transferred

SIEBEL-1337

(2.0.2)

NotReady reason changes to 888 (auto-logout reason) before logout

Symptom:

"CTI Failure" in Cisco reporting systems(CUIC).

Conditions:

When the agents in Siebel (in not-ready state) are logging out using CTI toolbar

Autologout reason set to 888 and logout reason set 23

Workaround:

-


CTA sends Set Agent State Request with not ready reason "888" (respectively the configured AutoLogoutReasonCode) to prevent situations where agents logout while ready and where UCCE is configured to enforce not ready reasons (i.e. "Idle reason required" is activated). However, setting the agent to not ready when he is already in that state does not make sense.



SIEBEL-1370

(2.0.2)

NotReady reason changes to 888 (auto-logout reason) when browser gets closed

Symptom:

"CTI Failure" in Cisco reporting systems(CUIC).

Conditions:

When the agents in Siebel (in not-ready state) are logging out using CTI toolbar

Autologout reason set to 888 and logout reason set 23

Workaround:

-


CTA sends Set Agent State Request with not ready reason "888" (respectively the configured AutoLogoutReasonCode) to prevent situations where agents logout while ready and where UCCE is configured to enforce not ready reasons (i.e. "Idle reason required" is activated). However, setting the agent to not ready when he is already in that state does not make sense.

SIEBEL-784

(2.0.2)

After agent accepts a "preview outbound" call, "accept" and "reject" work items are still available

Symptom:

"Accept" and "Reject" buttons are still available, even the agent has already accepted the call.

Conditions:

Outbound option mode must be set to "Preview"

Workaround:

-


-

SIEBEL-1448

(2.0.2)

MCAL memory leak when using ECC arrays

Symptom: Continuous increase of the Memory consumption of ConnecMCAL process.

Conditions: ECC arrays are used.

Workaround: Restart MCAL on a daily / weekly basis or remove usage of ECC arrays from MCAL configuration.

SIEBEL-1449

(2.0.2)

Deadlock in Communication Toolbar Adapter

Symptom: Toolbar freezed for some agents while MCAL failover. Buttons can be pressed but don't work anymore. CTA doesn't reconnect to MCAL. After logout/login from Siebel, the toolbar is greyed out

Conditions: ConnectMCAL Failover and actions on toolbar while toolbars of the agents are being greyed out

Workaround:

-



SIEBEL-1464

(2.0.2)

SessionsConnectMCAL to recover/replay agent session states from killed session

Symptom: Agent is logged off

Conditions: Failover

Workaround: Agent must re-login manually

SIEBEL-1489 (2.0.3.2)

No Screenpop after single-step transfer (DeliveredEvent)

Symptom:

No screenpop for the second agent after single-step transfer from the first agent

Conditions:

No condition

Workaround:

No Workaround


First agent receives a call and blind transfer this call to another agent. Second agent receives the call but the screenpop does not happen.

Table 15: Bug Fixes

15 Acronyms

Acronym Description

b+s Bucher + Suter AG

CCE/CCH Cisco Unified Contact Center Enterprise, Cisco Unified Contact Center Hosted

CED Caller Entered Digits

CRM Customer Relationship Management

CTI Computer Telephony Integration

CTI OS Cisco Computer Telephony Integration Object Server

CTI Server Cisco Computer Telephony Integration Server

DNIS Dialed Number Identification Service

DTMF Dual-Tone Multi-Frequency

ECC Cisco Expanded Call Context

EOL End of Life

EOLA End of Life Announcement

EOM End of Maintenance

EOS End of Sale

ERMS Email Response Management System

HTTPS Hyper Text Transfer Protocol Secured

LAN Local Area Network

MCA Bucher + Suter Multi Channel Adapter



MR PG Cisco Media Routing Peripheral Gateway

PAK Bucher + Suter Product Activation Key

PBX Private Branch Exchange

PCCE Cisco Packaged Contact Center Enterprise

PG Cisco Peripheral Gateway

SPAN Cisco Switch Port Analyzer

SSL Secured Socket Layer

TLS Transport Layer Security

UCM Cisco Unified Communications Manager

UICM Cisco Unified Intelligent Contact Management

WAN Wide Area Network

Table 16: Acronyms

Documents

b+s MCA for Siebel 2 - bucher-suter.com Siebel bookmarks ... Click to call in Siebel CRM client mode Open UI ... Secured communication between Siebel Inbound Web Service and