BCM Release Notes 7 0 SP05 PDF

SAP Business Communications Management
(BCM)
Release Notes 7.0 SP05
RELEASE NOTES - SAP BCM 7.0 SP05
TABLE OF CONTENTS
1 INTRODUCTION .......................................................................................................................... 3
1.1 Important Notifications ............................................................................................................. 3
2 FUNCTIONAL CHANGES ............................................................................................................ 4
2.1 Java 7 Support .......................................................................................................................... 4
2.2 Internet Explorer 10 Support .................................................................................................... 4
2.3 Log Storage ............................................................................................................................... 4
2.4 New Prerequisites ..................................................................................................................... 4
2.5 Default Value of the Disable Call Routing Between Gateways Parameter Changed .............. 4
2.6 Minimum Value of CEM Polling ................................................................................................ 4
2.7 Authentication Improvement .................................................................................................... 4
2.8 Serve in Queues as External Agent when Logged Off Setting in CD and SC ........................ 5
2.9 Voicemail ................................................................................................................................... 5
2.10 ETC ............................................................................................................................................ 5
3 CORRECTED DEFECTS ............................................................................................................. 6
3.1 Batch Job Server (BJS)............................................................................................................. 6
3.2 Call Dispatcher (CD).................................................................................................................. 6
3.3 CEM Server ................................................................................................................................ 6
3.4 Chat Portal ................................................................................................................................. 9
3.5 Chat Server ................................................................................................................................ 9
3.6 Communication Desktop (CDT) ................................................................................................ 9
3.7 Convergence ............................................................................................................................13
3.8 Data Collector...........................................................................................................................13
3.9 Database ...................................................................................................................................14
3.10 ETC ...........................................................................................................................................14
3.11 HAC ...........................................................................................................................................14
3.12 Infrastructure Administrator (IA) .............................................................................................14
3.13 Integration Interfaces ...............................................................................................................14
3.14 Online Monitoring.....................................................................................................................16
3.15 Reporting ..................................................................................................................................18
3.16 SIP and H323 Bridges ..............................................................................................................18
3.17 SMS Server ...............................................................................................................................19
3.18 System Configurator (SC) ........................................................................................................19
3.19 Terminal ....................................................................................................................................23
3.20 Various Components ...............................................................................................................23
3.21 Web Client ................................................................................................................................24
2
1 INTRODUCTION
This document lists and describes corrections made to SAP BCM 7.0 after SP04 and SP04 Patch 1. The
SP05 package includes all hotfixes that have been made after the release of SP04 and SP04 Patch 1 up to
the hotfix 7.0.4.120.
CM stands for Customer Message.
1.1 Important Notifications

The combination of GN 8120 headset and Windows 7 requires a CDT restart in case the headset is
unplugged and plugged in again.
Both server and client workstation prerequisites have changed. Check prerequisites before installing the
system from Installation Guide, or before taking the application into use from Client Workstation Installation
Guide.
3
2 FUNCTIONAL CHANGES
2.1 Java 7 Support

The Infrastructure Administrator (IA) and System Configurator (SC) applications can now be run on
computers with Java 7 (java.version=1.7.0_xx), as well as Java 6.
2.2 Internet Explorer 10 Support

It is now possible to use the IE10 version with the Communication Desktop (CDT) and Online Monitoring
applications.
2.3 Log Storage

SP04 and earlier versions wrote their log files directly to the disk. In some systems that had occasionally long
disk writing delays lasting for seconds this was a problem as BCM modules waited for the disk writing to be
completed before resuming operation. It also slowed the BCM system's response, and at times, the
connection was lost between the modules. This has been fixed, and there is now a memory buffer where log
entries are stored before they are written to the disk. This prevents long disk delays from blocking BCM
system operation. BCM can therefore continue to operate normally while there are problems with disk
access. The buffer size is limited, so in extreme cases, log entries may be lost if the log cannot be written to
the disk as fast as BCM generates it. The old blocking log writing mechanism can be taken into use by
defining registry parameter WriteMethod=stdio in the registry settings of the modules. CM 243823,
261629, 288464
2.4 New Prerequisites

Moving to Visual Studio 2012 has caused several changes in prerequisites, for example Microsoft .NET
Framework 4.0 is required on servers where Reporting Database, Chat Portal, Integration Interfaces, or
Migration Tool is installed, and on client workstation where Convergence is used. Check the newest
prerequisites from the Installation Guide, and Client Workstation Installation Guide.
2.5 Default Value of the Disable Call Routing Between Gateways Parameter
Changed
To prevent unknown calls to be looped between gateways, the default value of the parameter Disable Call
Routing Between Gateways was changed: in SP05 and later, the parameter is selected by default, that is,
the routing between gateways is disabled. The new default is used both with new installations and with
upgrades from earlier versions. Only if the customer has changed and saved the parameter value at any
point in BCM 7.0, the customer-set value remains in upgrade. For the parameter explanation, see
http://help.sap.com/saphelp_bcm70/helpdata/en/79/db7ab184234862b8985c988381111e/frameset.htm .
2.6 Minimum Value of CEM Polling

A minimum allowed value has been defined for the CEM Polling setting in User and Role Management>
Users/User Settings Template> Contact Settings. If the value was only a few seconds, CEM channels were
opened and closed every few seconds and this had a serious effect on CDT use. Now the minimum allowed
value for this setting is 10 seconds. SC does not allow entering values less than 10 seconds.
2.7 Authentication Improvement

When the client certificate authentication was selected to be used, it was made mandatory. If there was no
appropriate certificate available, no other authentication means was offered. Now, if no certificate is found,
password is asked. As it is necessary in some environments to make certificate authentication mandatory,
the following two new variables are added to Connection Server installation.
NOTE: Make sure you use same variable values in all Connection Servers of a system.
Client Certificate Is Mandatory
4
When selected, the client must always provide a valid certificate in order to log on to the BCM system. The
default value is not selected. This variable takes effect only when the variable Use Client Certificate (CoS) for
Client Authentication is selected. After changing the variable value restart the Connection Server.
Client Certificate's Attribute Used for SSO

Select the attribute that is used to authenticate a user with client certificate of the subject's common name
(CN), e-mail address (E) or fully qualified name (FQN). If the e-mail address (E) is selected, the e-mail
address from Subject Alternative Name extension of the certificate is used, if present. Otherwise the e-mail
address from the Subject Name field is used.
CM 70290, 398868
2.8 Serve in Queues as External Agent when Logged Off Setting in CD and SC
The behavior of the Serve in Queues as External Agent when Logged Off parameter has been changed.
When an external agent logs off via IVR or when the Ext. option is deselected in Online Monitoring, the
setting is also deactivated. This means that the agents must reactivate the setting in CDT manually if they
want to continue using the external agent function when they are logged off.
2.9 Voicemail
CDT users could not access their voicemail boxes from CDT. They could call to the voicemail externally, but
the personal greeting message was not played, new greetings could not be saved, and old greetings could
not be deleted. The reason was that a local voicemail path was used for the MRS component that saved the
voicemail messages, and the IVR did not have access to those files. Now the functions are corrected so that
appropriate components can play and modify the messages. However, take the following limitations into
account:
We recommend using the global path, defined in System Configurator > System Services > Voicemail
Settings.
If you want to use a local MRS path for saving the voicemails (MRS installation variable MRS-Specific
Path for Voicemail Files in IA), you must configure the system in one of the following ways:
Either: Use a network share such as \\Voicemails and give ALL Agent Servers (except the
ones that are dedicated to administration only), Batch Job Servers, Email Senders and MRS
servers in all locations of the system access to this share. In practice, give read and modify rights
for the account used for running the HAC services.
Or: Use a local MRS path, such as D:\Voicemails, use exactly the same path on all Agent
Servers (except the ones that are dedicated to administration only), Batch Job Servers, Email
Senders and MRS servers in the system, and configure File Replication Server (FRS) so that all
voicemails are replicated on all those servers in the system, and configure File Replication Server
(FRS) so that all voicemails are replicated on all those servers.
NOTE: All voicemail messages may not be heard in every location immediately.
CM 249319
2.10 ETC
The following improvements have been made to ETC:
Fault-tolerance in external agent handling during ETC crash situations in multi-ETC environments has
been improved.
Setting changes related to queues, presence profiles, users user interface and prompt languages,
user rights, roles or groups are applied automatically on fly for external agents and desk phone agents
registered to ETC.
5
3 CORRECTED DEFECTS
This section lists the major fixes that have been implemented into 7.0 SP05 (7.0.5.0).
3.1 Batch Job Server (BJS)

BJS provided threshold values into the monitoring table once per day. When the values had been provided
into the table, the column IsValidated got the value 0. If the monitoring daily maintenance did not
validate provided parameters, BJS inserted a new set of parameters during the next execution. This led to a
situation in which the table had duplicated values, or for the same object different not-validated values.
Based on this information, monitoring could not validate the right values. BJS did not remove the previously
inserted values, which were not yet validated before inserting the new set of parameters. BJS should have
executed the delete-SQL statement delete from TAMParameter where IsValidated = False
before inserting new ones. Delete statement should have been processed within the same transaction than
the insert statement. The query in question has been changed.
After large user imports with directory synchronization the SQL server could be busy several hours after
import. It turned out to be a BCM Job that went into a never-ending loop when over 1000 change track items
were waiting to be processed, and this caused sqlservr.exe to take 50% of server's CPU resources until
stopped at next midnight. Now the loop is corrected to handle right max 1000 entries. 1698219
The weekly schedules defined in SC> System Services> Batch Job Server Settings> Jobs did not run if the
future execution time was more than one day away. CM 263894
3.2 Call Dispatcher (CD)

When a user who used the MTD function in a system that had server-side recording enabled started call
recording in the middle of a call, BCM did not record it at all. This occurred because CD did not update the
call object with the recording information; recording should have been started when the call started. This has
been changed, and now recording is always started when the user activates it. CM 340172
When a call was made from BCM system to a non-existing number, the CDT or Convergence were not ready
until restarted. The reason was that when the CD received information that the call cannot be established
(the cause code 63 was returned), CD tried to find another route for the call, but incorrectly deleted
information about the call. CM 327857
The call recording was activated for a queue. When a call was in the queue, the following error appeared in
the CD log: ERR> No address known in restart_RTP. The actual recording, however, was recorded
correctly. This error occurred because when the queue recording is used, it is started before an agent is
picked for the call. CD tried to start RTP, but since the call was not yet connected to any agent, CD wrote
error log. In the log, the error has been changed to trace.
Audio streams were suddenly routed directly from CDTs to gateways though the NAT location was
configured. The reason was that Call Dispatcher lost NAT configuration after it had lost connection to MRS
though the CD-MRS connection was re-established. CM 407185
If a new gateway was added without outgoing route, CD was not able to use it at all before at least one
outgoing route had been added. This has been modified so that the gateway can be inserted also when CD
is running.
3.3 CEM Server

Two potential cases were found that might freeze CEM for a while and cause all CEM's peer connections
(CD, AS, DS, ChS) to break. Also, some old log prints were inhibited as the new improved logging
mechanism is introduced in SP05.
When a user was logged on to CEM while that user was already logged on with another terminal (for
example a second CDT with the same credentials and Agent Server opened the channel to the same CEM
instance), CEM sent the RemoteLogout event to other CEMs. As a result, the subsequent
6
GetNumberInfo queries on the other CEMs returned the LoggedOut status for that agent. This has been
fixed by preventing CEM from broadcasting RemoteLogout in this special case.
CEM queried remote calls for the destination attached to a queue call (allocated/connected) at the time the
call was being deleted from the queue component due to CALL_DISCONNECTED from CD. In case the
destination was not yet ready to take new calls, the GET_CallForAgent query actually blocked the
destination for a while, preventing calls from being allocated when the user interface was in the Ready
status.
The new IPC connection timeout and heartbeat interval can now be configured for CEM too: the missing
#include has been added.
When the BCM system had several chat queues configured and there were simultaneous incoming chat
requests in more than one queue, the allocation of chat contacts stopped. The problem was that whenever a
command passing through the channel/component called CALL_QUEUE did not have an explicitly defined
queue GUID parameter, the queue manager automatically used the queue GUID from the last
REGISTER_CALL command that was last passed through. This has been fixed, and now CEM always
includes the queue GUID in the UNREGISTER_CALL commands for chat contacts. If the queue GUID
information is unknown for whatever reason, the parameter is still added with the value None. This makes
the UNREGISTER_CALL handling in the queue manager to remove the chat contact from whichever queue
it is currently in (if any).
CEMs handled the delegation of "one instance at a time" type of services (e-mail server interfacing, PDC,
QCB dialer) through the table CemSharedState in the Operative database. The transaction SQL batch
that is used for both checking and updating the status of these services was written in a way that made it
highly sensitive for SQL lock waits and deadlocks.
CDT was in the MTD mode and a call from a mobile phone was made to this CDT. CDT received the call and
picked it (ext. phone < > MTD mobile connected). The desk phone calling to same CDT but the prompt
stating that the caller was busy was played. The desk phone call was picked without putting the other call on
hold. The issue was caused by a combination of invalid if-condition in hold command handling (checking
which call in the agent's call list is currently active), and on top of that, a sync. issue in call/user interface
event processing.
The commands to connect and reject a contact from the chat state machine to the queue manager were
processed with an incorrect queue GUID in the queue manager side. This can lead to unwanted results in
agent selection because CEM does not know when the affected agent last handled a contact (unless the
agents waiting time has been excluded from the calculation).
If the Target Time for Agents with Low Skill Levels (QuePriorityOperWaitTarget) setting in SC>
System Management> Channels was set to zero, all incoming contact center queue calls were disconnected
immediately after being registered to the queue. This occurred due to a division by zero exception. This has
been fixed by adding the zero division check.
When a chat contact was rejected due to the allocation timeout, the agent was always added to the contact's
list of rejected numbers, regardless of the value of the Block Rejected Contact from Agent setting. This has
been fixed, and now the Block Rejected Contact from Agent setting value is now checked also when
handling rejections due to the allocation timeout.
CEM logs were full of PRS profile change notification messages. The following fixes have been made:
CEM now stores the timestamp of the most recently changed row in the PresenceScedule table
while processing the set of detected changes. This eliminates the polling query from returning
already processed rows on subsequent rounds.
Each CEM now notifies only its own agents of the detected profile change events but not ones logged
on to other CEM instances (since each CEM detects the same set of changes in the database).
CM 412024
7
Inbound e-mails that were routed directly to agents' pending lists as a result of the preferred agent
functionality were not returned to the queue when the time defined in the setting Time Limit for Accepting E-
Mails (Ch_AcceptTimeLimit) was reached. CM 415393
Some uuencoded e-mail attachments were corrupted before they were saved into the BCM database. The
defect was caused by the CEM e-mail attachment parsing; handling of uuencoded attachments failed under
certain conditions. CM 223034
Toll free queuing did not work when calls were forwarded from the early-queuing IVR to the early-queuing
queue. The IVR worked correctly but the call changed to a normal call when it was forwarded. CM 311181
Calls were not offered to agents that were logged on and ready to serve. Additionally, calls remained in the
Wrap-Up status for a long time. CM 381416
CEM did not tolerate NULLs or empty strings for the following user settings template settings:
Max. Direct Call Waiting Time, Ringing Time for Direct Call, and Ringing Time for Direct Call. NULLs and
empty strings should have been converted into CEM's internal default values when this data was processed.
The following default values have been added. They are used if the data fetched from the database does not
comply with the target variable type:
Max. Direct Call Waiting Time: 20
Ringing Time for Direct Call: 0
Ringing Time for Direct Call: 0
When receiving an e-mail with the attachment *.msg, the attachment was separated into two files. CEM was
not able to parse attachments of the type "message/rfc822" properly. This has been fixed. Depending on the
e-mail client from which the e-mail has been sent, the *.msg attachment can be generated into one file
(*.mht) or into two different types of files (*.mht and *.txt).
There was an error with the Sytel predictive dialer. When the error message from Sytel did not contain the
"CN" parameter, it caused an extra error in CEM log. The extra error has now been removed.
HTTP basic authentication was failing when used against certain SAP CRM based SOAP services. The
problem was caused by the server not accepting the "authorization" header value offered by CEM's SOAP
client (in other words, "basic <auth_info>" instead of "Basic <auth_info>"). The HTTP client has been
changed to produce the "authorization" header in the correct format. CM 400303
The following issues have been fixed:

CEM did not pass a queue GUID to Data Collector along with the NewContact event for voicemail
notification calls, which caused an error in processing the event data (since the queue GUID is
mandatory). CEM should have provided the queue GUID, which in this case should have been
reversed voicemail application GUID.
CEM starts a timer for each upcoming VM notification call. The idea is to trigger the call when this
timer expires, and the expiration time hits between "ValidFrom" and "ValidUntil" timestamps for the
event. Now, due to a bug, these timers were restarted roughly every 2 seconds. While not affecting
the actual functionality, this was a waste of resources.
CM 153795
Hunt queue calls were not alerting in the devices of those desk phone users who were registered to a
different CEM than to which the hunt queue call came. This occurred because CEM sent incorrect
information to ETC. Now the necessary information is provided for hunt queue calls from these remote CEMs
as well.
E-mails were not allocated correctly in the following scenario: A new e-mail was forwarded to an auto-
allocation queue by an agent. The agent accepted the e-mail and forwarded it to another queue. The e-mail
was not unregistered from the original queue when it was forwarded to the other queue. As a result, the e-
mail was not removed from the agent's pending list. Because of this, only e-mails where the agent was the
preferred agent were allocated to the agent. CM 404433
8
In the multi-CEM environment, if one of the CEMs was restarted, Call Dispatcher (CD) lost information of the
currently registered agents. This caused problem when the CEM was back alive as CD picked randomly any
CEM for an incoming call, though it should forward the call directly to the CEM that currently has the agent's
registration.
Chat requests were not allocated evenly to agents, and the allocation took a long time even when there were
free agents available. This occurred because remote reservation was ignored if a contact was retrieved for
the agent from the remote CEM. The local CEM confirmed the reservation with the local peer ID, and the
reservation was ignored while registering the contact because the agent was considered to be unavailable.
This also caused an unnecessary GET_AgentForCall request for the rerouted contact. This has been
fixed, and now the remote reservation with peer ID of the remote CEM is confirmed and two seconds is given
for the contact to be allocated to the reserved agent. CM 499740
The queue counter for the number of free agents in CDT showed that an agent was free if the agent status
was Ready and the agent was handling an e-mail. This has been fixed, and now an agent is not counted as
free if the agent has an open e-mail. CM 518576
3.4 Chat Portal

Daily queue refresh caused problem because queue address was not allowed for a short moment. Chat
Portal gave the error "Invalid chat queue address" to the client. This has also been fixed in OII.
A new feature has been added to Chat Portal: the IciSystem.getPresenceQueueInfo function to
retrieve queue statuses (logged on, pending, ready). Currently this calls OII to get the information. It requires
the OII registry parameter under the virtual unit of Chat Portal: OII = http://ip:port/OII/
Chat Portal sent an invalid chat ID to Chat Server when a chat was created. This is now fixed.
3.5 Chat Server

There was a Chat Server error in AckMessages. Now Chat Server uses ack per peer mapping.
Unknown exception errors appeared in the Chat Server log when a peer was restarted. This occurred
because two local server peers were created. Now there is only one.
In certain rare cases Chat Server crashed or created an exception when the chat discussion had been
closed.
3.6 Communication Desktop (CDT)

Directory Fixes:
Directory search failed if a user had rights for more than 200 search groups. This occurred because CDT put
all permitted group GUID values into an SQL statement. Now CDT uses the temporary access tables for
resolving permitted search groups. Additionally, in earlier versions, if there were changes in directory group
entries (for example 100 existing directory items were added to a new group), the changes were effective the
next day. Now the directory groups are updated immediately.
To enable including very short items in the Directory search (such as one letter or number in addresses), a
new search, exact search, has been added. There the search words are placed in quotation marks and
exactly matching data is searched from the database with the "like" operand. Also a person's full name (that
consists of the first name and last name that are separate values in the database but shown as one value in
the Full Name field) can now be searched in the Directory either with or without quotation marks. CM 316811
When a user had selected some items in the Product field in the edit mode, the selected items were not
shown in the Directory field until the current row in the Directory result list was selected again. Now the
selected Product items are shown immediately in the Directory field when the selection dialog window is
closed. Additionally, if the option Multilingual in SC is deselected, and the user is selecting items, CDT uses
primarily the formerly used language. Alternatively CDT can use the default system language as before.
9
CDT was not able to handle the Products directory item if it contained 14000 items. The SELECT (HTML)
element in the link dialog was not able to handle more than few thousand rows. This has been fixed by
building the SELECT element and its HTML contents (options) dynamically while loading the dialog. This
makes it much faster but it is possible in loading phase only. Therefore, the following features, which require
element content changing, are still slow with bigger data:
List sorting is not available if it contains more than 5000 items.
Users are able to select and deselect the maximum of 1000 items at once by clicking the
corresponding button. This action can also be repeated freely.
CM 427448
If the Directory user picture loading temporarily failed, it was indicated in the red background in the status
bar. This has been fixed, and this type of case is no longer presented using the red background color.
E-Mail Fixes:
The Updated field has been removed from the e-mail body text. Additionally, now when a closed e-mail is
reopened, CDT uses the original e-mail's Created On timestamp in the new e-mail.
It is no longer possible to transfer an outgoing e-mail created by an agent to another agent.
The e-mail printing has been fixed. It was not working correctly; it created empty lines between text rows.
Additionally, more detailed values for e-mails (such as Open and Pending) have been added to the History
view, the Contact Details dialog window, and the Search Criteria dialog window of the history search. CM
296508
The following improvements were made:

If the script opening mode in the e-mail queue settings was When Contact Handled, CDT opened
scripting when an e-mail was saved, deleted or marked as handled. Now CDT opens scripting only
when the e-mail is marked as handled.
CDT copied the e-mail message HTML contents as such, and pasting for example into Notepad
caused unexpected behavior depending on the HTML contents. Now the CDT copy/cut/paste
functions use data in the plain-text format.
CDT added the default timestamp into internal remarks field as UTC time. Now it uses the agents
current time zone.
The CDT copy/cut/paste buttons worked in the message body text field only. Now the real target can
be chosen, for example the internal remarks field.
Now the e-mail original contents shown in the Contact Info dialog include also the original subject
and original source and destination addresses.
Agents were not able to open e-mails. CDT showed the Failed to access database error. This occurred
because the e-mail message XML handling failed if the received body text (in the HTML format within the
XML) contained multiple "<![CDATA[" statements. This is now fixed so all the existing CDATA statements
are removed and the whole text is surrounded with a new CDATA statement. There will be only one CDATA
at a time. Also the issue in which e-mail handling failed because the default timeout (9999 ms) was
exceeded has been fixed. Now the e-mail opening and updating is using the highest support timeout value.
It was not possible to use the forward slash (/) in e-mail addresses. This has been fixed, and now CDT
allows the use of forward slash (/) in e-mail addresses. However, there is no real address validation based
on the standard in CDT. CM 410139
The BCC recipients in e-mails were seen in the message body text as a header row. This has been fixed so
the BCC information is no longer added as a header row into the message body text. CM 413669
The scripting was not available for an outgoing e-mail created by an agent if the agent had previously
handled some incoming e-mail scripting. This has been fixed, and now agents can always select scripting
manually also with an outgoing e-mail when it is opened for editing.
10
Empty rows did not work in e-mail reply templates: they were lost when the template text was applied to the
e-mail body text. This has been fixed. Additionally, it was not possible to copy the data of the Source and
Destination fields in the Contact Info dialog window because clicking these fields launched the Directory
search. Now double-clicking the corresponding title text does the copying without starting the Directory
search. CM 393108
E-mails were not allocated to agents. This occurred because it was possible to transfer an e-mail to a phone
queue if it had at least one e-mail address in its extension list. CDT was looking for the extension type when
loading the e-mail queues for e-mail transfers. This has been fixed and it also checks the queue type. CM
230196
It was not possible to remove recipients of an e-mail from the To, CC and BCC fields in the Recipients dialog
window. This has been fixed, and now recipients can also be removed from these fields, and the chosen
addresses, and even empty values, are returned as such to the e-mail. CM 484952
Similar e-mail addresses were skipped when they were added to the Sender dropdown list. Additionally,
when printing an e-mail, the internal remarks were not visible. CM 467000
A transferred e-mail message notification counter was not updated although the e-mail was opened for
editing. Additionally, if an agent had just one e-mail and it was transferred, the e-mail row was not removed
from the list. This has been fixed, and now the indicator counter is updated always when a message with
status Forwarded is opened for editing
When creating a reply template with html links, the links did not appear in the e-mail message in the html
format. This occurred because the selected template data was converted into the plain-text format in order to
successfully put the text into the selected cursor position. This has been fixed, and now the template data
selected in the template dialog window (such as hyperlinks) is inserted into the e-mail body text as such. It
preserves the cursor position so agents can select multiple template items without clicking the e-mail page.
CM 507808
Chat Fixes:
It was not possible to copy text (for example links) that customer had sent in a chat. This has been fixed, and
now agents can copy text from the chat window by selecting the text with a mouse and then copying it using
Ctrl + C. CM 235820
When an agent did not accept an alerting chat request, and the agent status was changed in CRM IC, the
status did not change in CDT. This occurred because the chat was not closed properly.
A chat request was offered to an agent, and a script that contained mandatory questions was opened at the
same time. However, the chat request was rejected due to timeout, and another agent could not open the
script because it was not possible to close it because of the mandatory questions. Now the script is closed in
spite of the mandatory questions.
When a chat session was disconnected due to some module reset, the chat discussion was stopped, and
the chat customer was not notified at all.
Outbound Fixes:
If an agent was logged off from CDT during a call or an Outbound campaign, the agent status displayed in
Online Monitoring was not logged off. When the agent is logged off, other events after the logged-off event
should not have updated the agent status. This has been fixed so now the open campaign is automatically
closed while CDT is closing. CM 195126
In SP04 and earlier versions, the Pause button was not enabled during wrap-up in campaigns where the
wrap-up was ended when the call result was selected (= the End Wrap button was disabled). In SP05 and
later, the Pause button is enabled. CM 253125
11
CDT did not automatically open script results for an agent when results existed for an Outbound campaign
customer. This has been fixed, and now the script result is read when the customer information is loaded
and if found, the script is always opened automatically.
CDT sent also the selected call classifier to CEM in case of REDIAL. However, it was possible that it did not
have anything to do with the redialing, and therefore, a redial in the Previous Calls list was misleading
because it showed primarily the classifier instead of the call result. Additionally, CDT was not able to show
the campaign remarks (the reserved word {CAMPAIGNREMARKS}) in the script page question titles. Now
the possible predefined classifier data is cleared when an agent selects the REDIAL call result. The
campaign remarks are now shown on the script tab page when the reserved word {CAMPAIGNREMARKS}
is used in the script questions. CM 122418
The start time for an OB campaign is defined in the SC Call Schedule block. Agents should not see the
campaign in their CDT campaign list before this time. However, the agents were able to see such
campaigns. This has been fixed, and CDT no longer shows campaigns in which the start time is defined but
not yet started.
CDT did not find all campaigns if the amount of campaigns exceeded 200. This occurred because of a limit
in the SQL query. It has been replaced with a temporary access table usage. CM 516743
Built-In IVR Fixes:

When a callback queue was closed and the caller heard the prompt, the caller was transferred to a wrong
queue. This occurred because the Callback IVR used FirstBNumber instead of PrevMovingNumber for
transferring the call back to the queue. CM 475494
Date and Time Format Fixes:

CDT user time zone was set to UTC when using Microsoft Windows XP with other language than English.
CDT did not support all short date formats although a Windows user was able to change this date format
freely. For example, the registry value [dd.MMM.yyyy], which is shown as "8.maalis.2013" in Windows (with
Finnish local settings), caused problems in the CDT date input fields: a user was not able to enter date
values into the history search dialog window. CM 181080
When a user had Spanish local settings, it was not possible to enter AM and PM into the time-related fields
in the Presence Information dialog window and on the Outbound tab page. This issue was related to the time
format [hh:mm:ss tt]. Now it is possible to enter AM and PM values into the time-related fields.
Quick Dial Key Fixes:

If a call was made using the ClientCom quick dial key, the number was not cleared if the call was rejected or
if there was no answer. If a user made another ClientCom call, the previous number remained in the
destination field. This has been fixed, and now the called number is shown.

A call to the ClientCom type destination, such as
_CMD=CONFERENCE_START;AddPublicExisting=1;AddPublicFuture=1;RevealMode=1;Nu
mber=12345678, using a quick dial was handled wrongly. CDT tried to call to the whole command
instead of the number in the command. Additionally, if a user had incorrectly configured the quick dial
key (for example Behavior was Call but the number was some ClientCom data), CDT allowed the user
to make the call.
The quick dials # (number sign) and * (asterisk) were not working.
Miscellaneous Fixes:
All queues were not displayed in CDT Dashboard. There was a limitation of 200 queues or users; now the
limitation is removed and functions optimized so that all queues and users can be shown in Dashboard. CM
217586
12
CDT contained some code that implemented a custom encryption method. The encryption method affected
the users' personal call history in CDT> Tools> Calls. This data is no longer encrypted in the database.
Additionally, a new option has been added to the Call History Quota setting in CDT> Tools> Settings>
Phone> General: the value 0 disables the call history function.
A new incoming call was offered although an agent had selected Exit and CDT had already started closing.
This should have been prevented by closing CEM channel as soon as possible (immediately when the last
call is terminated). CM 305752
The following improvements have been made:

It is now possible to close the Inbox dialog window with the ESC key.
The Contact Information dialog window prevents the normal tab changing with the combination of the
CTRL key and the left or right arrow key while the focus is on the Reason for Listening area of the
Rec. Listening Log tab page.
CDT prevents the clicking of any Contact Center tab while loading CDT because unexpected
rendering problems may occur, for example, on the Outbound tab page.
A search carried out by a supervisor for an agent's pending e-mails is now faster.
An agent was in the wrap-up state after a contact and had the script open. If the agent clicked either Ready
or Not Ready, the status was not sent to CEM. In this case, the status remained in the wrap-up state until the
agent manually clicked Ready or Not Ready again. This has been fixed, and now the status is sent to CEM
also when the agent clicks Ready or Not Ready when in the wrap-up state. CM 83580
The Administrator has changed the settings dialog window appeared when a user had an active call. If the
user accidentally pressed Enter, the call was disconnected and CDT reloaded. This has been fixed and
now CDT shows this dialog window when the user does not have any active contacts.
CDT was not loaded if the Terminal version in Infrastructure Administrator (IA) was anything else (for
example 7.0.4.xxxxx) than 7.0. This has been fixed, and now CDT does not handle the Terminal version
number which is given in IA but instead, the Terminal handles it by itself. The numeric (double) conversion of
invalid data (such as 7.0.4.xxxx) does no longer cause the error. CM 443901
An incoming queue call was disconnected by a desk phone caller before it was picked by an agent. CDT
continued to play the ringing tone and the call was displayed in the agent's contact list although the call had
been disconnected.
If a user copied a number that contained spaces (for example "+1 800-872-1727") and pasted it into the CDT
destination field, it was changed to the defined "1" shortcut number when the Call button was clicked. CM
461784
If a user had rights to manage queue voicemails and the amount of permitted queues exceeded 200, CDT
did not load the voicemail messages of all these queues. CM 421207
Opening a script or searching a contact and viewing its details caused errors in Web Client.
3.7 Convergence
It was not possible to use https with Convergence. When the host address was updated to https,
Convergence did not connect due to an invalid host address. This has been fixed. CM 262109
3.8 Data Collector

The columns Source and Destination in the table TAContactLog are of unicode type (nvarchar(512)). Thus,
the bound parameter values should be converted to UTF-16 in order to store UTF-8 encoded data correctly.
Data Collector now converts source and destination fields of the NewContact event to UTF-16 before the
transaction to the history database.
13
3.9 Database
E-mails were not allocated to agents, and the action (such as opening an attachment, forwarding an e-mail
and editing an e-mail through the Contact Details dialog window) available for e-mails did not work. An
Activity table issue has been fixed to correct this. CM 230196
Saving status information to ActivityOpenList.CemData when the activity status or responsible was
changed, or when some reporting event for activity was generated, could take up to 1 hour, and this caused
system failure or disconnected calls at customers. Problem was in SP4, because in SP3 the data was saved
to the table ActivityAdditionalInfo. The solution is that a new table ActivityCemData is created in
Operative Database. This causes changes in Operative Database, CEM Server, OII and TMI Integration
Interfaces, and Batch Job Server (BJS). CM 379471, 334126
3.10 ETC
Memory leaks in ETC related to agent registration and registration keepalive message handling have been
fixed.
ETC crashed in the following call scenarios:

A call was allocated to an agent from a queue the agent was serving. However, it was transferred
from another queue to which the agent did not have the serve rights. (for example a call from a
queue Q1 to an overflow queue Q2, and the agent was serving in Q2, but had no rights to serve in
Q1).
Calls from a queue that was in the hunt group mode.
External Agent Statuses were not properly updated to Monitoring Database when several changes occurred
in short time. For example, when 1500 agents were unregistered due ETC inactivation, only 500
unregistrations were updated to monitoring DB showing 1000 agents still registered. The function has been
improved but such large changes always cause stress to the system.
The following issue has been fixed: A hunt queue call was not answered by a desk phone agent, and the call
timed out, after which ETC left agent in a state where further hunt queue calls were automatically rejected.
Direct calls to/from the desk phone and auto-allocation queue calls still worked.
3.11 HAC
HAC saved the log parser files temporarily into the \bin folder before sending them to IA. However, they
were not deleted after they were sent. Since this may cause problems with disk space, this has been fixed:
these files are deleted after they have been sent.
3.12 Infrastructure Administrator (IA)

The CDT Mobile status query was not supported in BCM 7.0. Now the variable URL for Mobile Status
Queries was added to Agent Server installation variables, and in documentation, too. CM 472734
A new installation variable was added to OII variables of Integration Interfaces: Check for Action Item
Duplicates: Normally OII does not check for duplicate action items when CRM is routing them. With this
selection, OII checks if the process ID matches any earlier action item, and in that case, does not create a
new action item.
The user interface sorted the installed hotfixes by number, so it was not possible to see what the actual
hotfix is in use. The user interface now shows them in the order they were installed.
Downloading Logs function was optimized.
3.13 Integration Interfaces

OII:
14
The Forced function cannot be used for Action Queue, the default queue created for activity items that are
handled in BCM in systems with CRM integration. Agents are automatically logged on to the Action Queue
when they open the IC WebClient in CRM, and correspondingly they are logged off when they close the IC
WebClient. In BCM version 7.0 SP05, they can also log on and off individually, but in earlier versions they
are forced to that queue as long as IC WebClient is open.
(The above text has been added to Application Help of the Forced function in SC > Users >Configuring
Queue and External Agent Settings.)
An action item was re-pushed when an outbound call was made after the action item was already accepted.
The action item first went to Ended, and then it started alerting again. The problem occurred when the
OII.ActionMultiSession setting had the value 0, meaning that the action item multi-session is disabled.
OII should not have ended the accepted action item in this case, but only if the action item was still alerting.
Also, IC WebClient and CDT was changed to Not Ready when an action item was accepted (if
OII.ActionMultiSession = 0). This has been fixed as well.
When opening the dial pad in the CRM WebClient UI (IC), the queue status was shown red even when there
were users logged on with the Ready status. When the user forwarded a call by selecting a queue in the dial
pad, the call was forwarded to a voicemail number instead of queue number.
A queue's voicemail number was displayed in IC WebClient instead of the actual queue number.
In the integrated CRM-BCM system, when an outbound call was made at the same time as an incoming call,
the outbound call could not be wrapped up. The error was in OII, now making outbound calls is prevented
when there is an alerting inbound call.
As the dial function is prevented if there already exists alerting outbound call in the previous issue, consult
calls should be prevented as well.
CDT remained in wrap-up when an outbound call was not completed, and as a result, agents did not receive
queue calls. This has been fixed in OII so that CDT now goes to Ready when an outbound call is
disconnected. CM 401274
BCM-CRM system showed queues where the agents could not serve. The error happened when an agent
had other than serving right to the queue, such as managing contacts. Now only the queues where the agent
has serving rights are shown in the queue list.
At OII and Chat Portal, the IIS website check was disabled by default because HTTP monitoring by HAC
should be enough.
SOAP thread sending has been optimized to do all waiting operations in a single thread instead of in the
thread pool.
IciSystem.getPresenceQueueInfo returned voicemail numbers. This has been fixed so now the queue
number is visible and not the voicemail number.
A new OII parameter was added: Enable Phone Channel Multi-Session (OII.PhoneMultiSession) By
default it is not selected (0), and the integrated system works as before: when an agent ends the contact,
both IC WebClient and CDT go to wrap-up. If agent ends the wrap-up in CDT only, IC WebClient remains in
wrap-up (depending on End Wrap-Up When CDT Goes to Ready parameter's value). If anew call is offered
to the agent, it alarms only on CDT.
When (1) is selected, the new call alerts also on IC WebClient (and CDT). Note that CRM behavior may vary
depending on the CRM version and configuration.
A new OII parameter was added: Send Phone CAD to CEM Immediately (OII.SetExtraData). Normally
CAD is sent to CEM only when call is transferred. With this selection, the CAD is sent to CEM immediately
when CRM sets it, so that the phone call can be closed by agent and CEM still gets the CAD for a Survey
IVR.
CM 166495
15
OII created the contact attached data (CAD) for CRM on a new incoming call, but if the call already had the
CRM CAD, OII did not update it with the latest extra data. This has been fixed, and now OII updates the
CRM CAD also when the call already includes the CAD.
A deleted draft message was kept in the OII memory and returned when a user logged in again. This has
been fixed, and now deleted draft messages are cleared from the memory.
In ERMS Push e-mail integration in OII, which uses action items, a new routing attribute, named
Z_TO_ADDRESS_DIS is added. It overrides the value in TO_ADDRESS attribute, so that the e-mail TO
address is shown correctly in CDT and monitoring/reporting. This attribute replaces the longer
Z_TO_ADDRESS_DISPLAY originally made for purpose but CRM requires 16 characters only.
RDI:
If the SQL Server was installed using case-sensitive column names, the RDI data collection failed. The
column names RowId and ConnectionId were incorrectly written and caused the problems. They are now
written RowID and ConnectionID. CM 38636
Since RDI has shown the secondary agent information for consultation call's steps 11 in BCM 5.5, RDI data
collection has been fixed to work as it has worked previously. The fix shows both internal and external
participant information in the SecondaryAgentUID and SecondaryAgentExt fields for steps 10 and 11.
CM 316025
License reporting hung randomly if there were many users or queues in the system. This has been fixed by
increasing the maximum memory in LR.BAT to 1 GB. CM 325129
The following issues in RDI reporting were corrected:

1. RDI data collection did not count anything into RDI tables when there was only one contact for a reporting
interval. A contact means the one reported into data warehouse (XXX_VWU) database. This caused missing
contacts or missing steps for RDI statistics.
2. RDI data collection used to report the events that were reported into data warehouse during a reporting
interval, and this caused that some call chains were partially reported. Now the call chain is reported only
after the last event.
To make sure that information is collected right, consider also the following configuration issues:
Make sure that all desired contacts are selected to be reported. This applies especially to IVRs as they
are not reported by default. To include an IVR into reporting, check the SC > Reporting > Statistic
Settings > Application Reporting the IVR application's Activate Reporting checkbox, or for custom
IVRs select SC > IVR Management > Basics > Add Custom IVR to Reported Applications.
Adjust Max Waiting Time and Max Handling Time for contacts either on the channel level or per queue
so that all required events are reported, as the times that exceed the said limits are not reported but
considered as exceptions.
Make sure contacts are not protected by any of the rules in SC > Reporting > Data Protection Rules.
CM 372716
When the SQL Server collation was case-sensitive; RDI data collection failed. The column names have been
fixed.
3.14 Online Monitoring

Short date format (such as Jan and Wed) was not supported in SP04 and earlier versions but instead, you
had to use a numerical format. Since SP05, the short day format is supported so that when a month is
represented in short day format with letters MMM or MMMM, it is in the BCM Monitoring shown as numbers
MM. Days are handled correspondingly. The number of digits in the year follows the chosen format, but the
support is limited to years 20002099.
Occasionally, the agent profile and status were not updated on the Summary page in the Agent
Statistics table when agent status changed. Technical reason was that it was checked using
UserStatusTimeStamp, now it is checked using ChangeTimeStamp.
16
When Hide Name in Addresses and Last Digits of Phone Number was set in SC and the number or address
was internal, it was hidden in the Contact Details view. This has been fixed and now only external numbers
and addresses are hidden. CM 269130
The Manage Active Contacts view did not hide the source and destination numbers. This has been fixed and
now the source and destination values are protected in this view in the same way as in Contact View.
In Online Monitoring, the following errors were detected and corrected:

1. Data table showed all arrived (not handled) e-mails for every user. For handled e-mails, the number of
arrived e-mails was shown right per person.
2. Data table did not show the number of active arrived e-mails if there were no handled contacts in the
queue.
3. In supervising, ending the contact did not proceed with the server-side rights check. Now the rights are
checked based on the contacts GUID and monitoring data tables contents. Also, Manage Active Contacts
and ending the contact did not handle the contact control right for all objects (as the rights can be granted for
a user, queue, custom IVR, or built-in IVR). Now, managing active contacts is provided for user if any contact
control rights exist, and in ending the contact, the rights based on IVRs are checked as well. CM473869

When the data protection rule Protect Consultation Links was set in SC> Reporting> Data Protection
Rules, the consultation calls were typed to CallIn CallOut on the contact view search of the current
day. The ConsIn event handler in TAMContactLogDetailInsert did not set the
TAMContactDetail.Consultation field when Protect Consultation Links was set. This field is
used when monitoring the current days Contact View search to identify consultation calls.
When Protect Consultation Links is set and contact detail view is opened for that Cons. In call the
error converting character string to unique identifier was shown in the Web Clients log.
When an outgoing callback request call was classified with the reason Busy, Online Monitoring marked the
call as Abandoned-Busy. This has been fixed so that the data collection makes a check for the contact type,
since only not-answered inbound calls are marked as busy (when the reason is Busy).
In the Contact Details dialog window, the term call has been replaced with contact: Contact from
%SOURCE% to %DESTINATION% at %TIME% (%CALL_ID%) 4378691 2012
The sliders for warning and critical limits for Service Level bars have been fixed: they no longer slide over the
top of or below the bar area.
The header cells of the table were not frozen. When scrolling down a long list of queues, it was not possible
to see the column names.
When the Agent View was exported to an Excel, the Not Ready column was always 0. This occurred
because a wrong value of dsAgentSummary was used. The Not Ready column has been changed to use
dsAgentSummary.NotReady. CM 132884
Sorting by e-mails did not work in the Summary and Agent views. This occurred because the database
handled e-mail sorting with the keyword EmailIn, and the client sent Email. Now the client sends
EmailIn instead of Email for e-mail sorting.
Summary View showed in some cases less contact counts than the Contact Detail view. This occurred
because during the handling of handled calls, the procedure checks and creates a row into the
TAMContactSummary table and updates its values. In systems with heavy use, it is possible to reach a
situation where between the table check and data handling new handled contacts that need rows in the
TAMContactSummary table appear. Now data handling has been changed to use a snapshot for a handled
contact. The same snapshot is used for the summary row existence and for calculating summary statistics.
This change also optimizes data handling.
17
The longest e-mail queuing time in Summary View showed too long queuing time. The check for data update
was right in the queuing timestamp, but the value was saved based on the arrival timestamp. Now when the
value is counted, the queue time calculation uses the queuing timestamp instead of the arrival timestamp.
At times, exporting agent statistics returned wrong values for agents queues data cells.
In case a user had recently added or modified an agents external number, this number was not shown when
a monitoring user tried to activate the external agent function. This has been fixed, and now the agent's
external number is checked using WC-API, which provides the changed value for data refresh (there is a
delay of less than 10 seconds). Also the problem in which the Agent View statistics was not sorted when the
column Ext was clicked has been fixed.
The Estonian translation of the user interface text Set search criteria and press contained an error. This has
been fixed. CM 287327
3.15 Reporting
CallId was added to FactCEMContacts table in reporting database; it is needed for some custom
reports.
BDM_DTE failed if the configuration had longer than 64 characters in application or queue names. CM
379241
The callback request reporting had errors related to allocation count, handled contacts count, and call
duration. CM 472951
3.16 SIP and H323 Bridges

The following fixes have been made:
SIP messages were not included in the SIP Bridge log when a call was traced. This has been fixed,
and now SIP messages related to the traced call are printed with the trace ID.
Earlier the call trace was done based on the caller's number (the A number). Now call trace has been
changed to be done based on the number the call was made to (the B number) which is actually how
it is described by the parameter name and its tooltip text in Infrastructure Administrator (IA).
SIP message parsing has been corrected to allow for more than 1000 byte long tokens in received SIP
messages.
A crash that occurred in SBR when in re-INVITE T38 media attribute (fax) was received has been fixed. CM
155777
SBR can now remove a desk phone registration upon a command from ETC. This is used in BCM to force
desk phone registration in error cases related to connection loss between ETC and other server
components. Desk phones start functioning normally when they automatically register again. Previously
automatic reregistration did not reach ETC leaving the desk phones unable to make/receive calls.
H323 Bridge failed with messages "Unhandled exception" and ACCESS_VIOLATION. The reason was found
to be that after adding the multi-codec support, H323 Bridge set outgoing call's codec always to G711u. With
multi-codec, H323 should pick one of the codecs on the list CD gives. CM 478429
H323 Bridge crashed if the log file directory was not accessible. Now the bridge stays alive even when there
is a non-existing path.
When tracing was used, all calls from the same A number had the same trace ID. The reason was that SIP
Bridge did not remove the old trace. Now this has been corrected and each call gets its own id.
18
3.17 SMS Server

Due to a small buffer, the SMS message size was truncated to 200 characters when the HTTP post sending
method was used. This has been fixed, and the new limit is 2000 characters.
3.18 System Configurator (SC)
Queue Management> Prompts Fixes:
If a prompt of type Internal Transfer Message with the action option Play File was defined but no file was
selected, the call was not allocated, or an active call was disconnected. This has been fixed, and now if there
is a misconfiguration that the Play File action is selected but no file defined, the system interprets it as the
None option. CM 206742
If a prompt of type Internal Transfer Message with the action option None was defined, no prompts were
played in the forward queue. CM 206742
If a call was made to a queue where direct call forwarding was enabled but no prompt files defined for it.
From this queue the call was directly forwarded to some other queue, but prompt playing never started there.
If a direct forwarding to a queue was enabled in an agents presence profile settings, and when the agent
was called and did not pick up the call, and the call was forwarded to the queue: prompt files were never
played for these calls.
The installation script set path to the InQueueCB prompt files in the OperDir folder. However, the wav files
are not stored into the OperDir path. Therefore, the InQueueCB prompts were not working. Now the correct
path has been set to the Configuration database installation script.
Queue Management> Queues Fixes:

The E-Mail Keywords block contained the following defects:
When a new rule was added and the Priority field was left empty, and the user saved the rule,
nothing happened and no information to the user was displayed. This occurred because the Priority
field was not validated for an empty value.
When a user tried to insert invalid values for a rule, a warning message was displayed in the status
bar. The message remained even when the rule was successfully saved after the failed save. This
has been fixed so now the status bar is cleared when the Save button is clicked.
The following problems that occurred in the Template Attachment assignment block of Reply Templates
have been fixed:
If a new attachment was added and a user then chose the Reset button, the added row was not
removed, the row was only emptied.
When an empty row the Template Attachment assignment block was deleted, adding a new
attachment was not possible after this.
If the block contained many attachments and the last attachment was deleted and then the user
chose the Reset button, the empty row was in the middle of the attachment list and not as the last
item as it should have been.
When attachments were added, the File Open dialog window did not open the previously used folder
as it should have.
When big attachments were added into reply templates, it took several minutes for SC to read the file
content. A file size limit was also missing. Loading the reply template view was not optimal, since the file
content (binary data) was included into the result when the view was opened. Now this has been optimized
so that the binary data is loaded from the server when the file in the list is clicked. In addition to this, two new
error messages (File size is too large and Error in reading file) have been added so that if there are problems
in loading attachments, they are displayed in the status bar. This fix also applies to customizers, prompts
and user images.
19
User Management> User Settings Template Fixes:

DTMF mappings for changing presence profiles in IP desk phones did not work. Now it works as described in
Mapping DTMFs for Presence Profiles.
User Management> Users Fixes:

The following issues that occurred in the User's Directory Fields assignment block have been fixed:
The Delete button was always disabled.
The Ordinal column did not work correctly when the rows were edited (for example the same number
occurred in several rows).
The Up and Down buttons were always enabled.
The Reset button emptied the fields but did not remove the empty lines.
The options list for the Directory Field column had several empty lines.
When rows were deleted, the numbering of the remaining items was not correct.
If the user settings template was reset and the user closed the template and then opened it again,
the User's Directory Field block contained no rows.
In SP04, the Serve in Queues as Forced option was removed from access rights and turned into a setting in
User and Role Management> Users> Queue and External Agent Settings. Users who in SP03 or earlier
versions had only the Serve in Queues as Forced right to a queue and no rights to serve in that queue at all,
had no rights to that queue after upgrading to SP04. The appropriate access rights had to be defined for
users concerned after upgrading to SP04. This is now fixed in the SP05 Upgrade Tool so that upgrading
from SP03 directly to SP05 will not cause this problem.
When an administrator copied a user, the checkboxes for Groups, Roles, Settings, and Skills in the Copy
User dialog window were enabled according to the rights the administrator had. Rights should not have been
checked in this context. This has been fixed by removing the rights check in the dialog window.
In a system with a large number of users (10000), an administrator who has rights to a very limited set of
users (100) got incorrect amount of users when searching for users in the system. In addition to this, this
kind of search is executed very slowly. Generic search has been optimized to do some pre-access control.
This narrows the search to the accessible objects. It is applied only for user search. Also iterations limit has
been increased to 10 000. CM 229280
Configuration of emergency call support was not working. When the string was added to the Destination
column as a quick dial key in User and Role Management> Users/User Settings Template> CDT Shortcut
Keys, the string was cut and distributed into the Destination, Behavior and Description columns, and the rest
was lost. This issue and the reset and modification check have been fixed. Also the following issues have
been fixed:
When there were more than one quick dial rows selected in SC and the user chose Delete, only one
row was deleted.
It was possible to delete an empty row that had been added by choosing Add New.
The "NUM[+]" row was not displayed in the switchboard keys. It was only displayed when it was
added but it disappeared on reset.
A user without rights to modify quick dial keys was able to delete rows from the quick dial tables. It
caused errors when trying to save.
NOTE: Changing the value of an existing quick dial key in the Quick Dial table inserts a new row into the
database (or if it is a new value, an empty row is added and the user interface row may disappear). This will
be fixed in a later version.
Adding 1000 members to a group failed but SC did not display any error messages. Only when the group
was opened, it was apparent that the group contained no members. This occurred because there was a
missing splitting marker in the part that validated members.
The Save Group action saved all listed users to a new group. There should have been a selection to save
All or Selected Users.
20
IVR Management Fixes:

A missing Identifier attribute of the customstate element caused an error in compilation. Now an error
message appears if Identifier or Method Name is missing. Also, if there is no child element in the if
element, a warning appears.
The following fixes have been made in the Custom IVR view and Contact Center Customizers assignment
block:
An incorrect file selector was opened when exporting. Now the Save File dialog window is displayed.
Sorting in the Version column was incorrect. If there were more than 9 versions, the number 10 was
after 1.
Customizers were in an incorrect order. The oldest one was the first when the latest should have
been displayed first.
The previously selected folder path was not used when handling customizers. Now the same folder
is opened by default in all actions related to customizers.
When a user opened a custom IVR and closed it without modifying it, the user was asked whether the
changes should be saved. This has been fixed so in case there are no modifications, the Save Information
dialog window does not appear.
English (UK) prompts were not played in custom IVRs but the English (US) ones. Customer IVRs made in
any earlier version than SP05 cannot play English (UK) prompts. To correct the situation, after installing the
SP05, start SC > IVR Management, and search the affected custom IVR.
In the IVR Editor view:
Choose each audio, prompt, and setlanguage element.
Choose English (UK) from the selection list in (Prompt) Language.
Save the custom IVR version.
Also, if no language is selected in the setlanguage element, the system default language is used as the
application language.
CM 409002
System Tools> Import Fixes:

Surname was required in the BCM user import when the Login column was given. Surname should not
have been required if any of the following fields had been given: Id, ExternalId, or Login.
Now also the user import allows the directory field names (defined in Directory Management> Directory
Fields) in any language. This means that the columns in the import file, such as City or First Name, can be in
any language if so defined in the directory fields management.
The defined language was not used for directory field values in user imports. Instead, the default language
was always used; English if done locally in SC and the system default if the import was run on the server.
Enumerated values were updated incorrectly in user and directory imports if the value 2 - Multiple was used
for the setting Enumerated in SC> Directory Management> Directory Fields> Basics. Import assumes that
the import file contains only one value, but it is possible that there are multiple values in one field, depending
on the Enumerated value of the directory field (0 - None, 1 - Single, and 2 - Multiple) In case the value is 2 -
Multiple, import must check each separate value. Values are separated by a semicolon (;), and the
semicolon is also added to the end, for example value1;value2;
The following import-related issues were fixed:

When importing the same data with a different language selected in the directory import, the same
data was added in several languages. This is the correct behavior only if the directory field is
multilingual, but in the non-multilingual case, there should be only one language value, preferably in
the system default into the database. The language given in the import settings is ignored in this
case.
When updating old value, the language that is given the in import settings is used by default, but if
entry does not have value in this language, then it uses any language value that the entry already
21
has, and removes all other language values. When setting value to empty, the attribute is now
correctly removed from the database, including all other possible language values. Before the empty
value was saved to the database.
NOTE: This fix changes the import behavior for non-multilingual fields: the values in multiple
languages are removed from the database so that only one language value remains. For example,
before the same directory entry could have several values for the directory field TimeZone, which is
built-in and non-multilingual.
EN: UTC
FI: Europe/Helsinki
This is now fixed so that import allows only one value for this field for each directory entry.
Some modules did unnecessary processing when several thousand users were imported to the system. This
affected the performance.
Problems in cache clearing caused issues when a user was copied. Closing of the user information view was
not performed correctly so any errors that had occurred when updating a previous user, arose when the new
copied user information was saved.
When a new number was added to mapping in an AD import, the user interface suggested the previous one
for both the AD member and BCM member, separately although it should have not. As it simultaneously
sorts the members alphabetically, it was difficult to see an empty field, and it was possible to start entering
the pair again by mistake. This has been fixed and now the cell editor suggests an empty value as the
default value.
When an import job mapping was edited (that is, opened from the Jobs list view), an extra
<a>MAPPING</a> appeared at the end of the mapping string. This caused import to fail. Handling of
mapping has been fixed in the Import and Export Job view. <a>MAPPING</a> is added to the XML string
only if it does not already exist and there are mapping items defined. If there are no mapping items, then
<a>MAPPING</a> is removed.
Reporting Management Fixes:

The following changes have been made to the Reporting Specification view:
In the Details assignment block, the dropdown option list for Target now includes the value
Company.
In the Details assignment block, the dropdown option list for Source now includes the value Name,
and Title and Location have been removed.
When a reporting specification is copied, also the linked Target and Source values are copied.
System Management Fixes:

Subranges in System Management> Number Ranges are now sorted in the following order:
1. Start Number
2. End Number
3. Type
The name of the Custom IVR is now displayed when the number is clicked. Also, the queue extensions
language is displayed if one exists.
The values of the settings Importance of Contact When on Same CEM as Agent and Importance of Agent
When on CEM as Contact in Contact Management of queue settings and in channel settings of System
Management were not stored. Additionally, early queuing on the channel level was stored to all channel
types, not just to the voice channel.
In case the external data of a call was an empty string, there were errors when a call was disconnecting from
Survey.py, getSurveyData.
The search in the SC System Management > Number Range > Number Viewer did not work
properly. Now it is possible to search numbers defined in the system.
22
Outbound Management Fixes:

The Outbound schedule dialog window was too small. To fix this issue, the dialog window has been made
wider.
In OB campaign Call Schedule settings, the time in Start Date and End Date fields the time was displayed
occasionally in local and UTC times. The time is now displayed in local time but internally in the system UTC
time is used.
Miscellaneous Fixes:
The File Selector dialog, New Folder and Refresh functionalities did not work properly. When the new tplus
look&feel library was applied to enable Java 7 support, these errors were corrected as well.
3.19 Terminal
The Terminal did not always mark Connection Server (CoS) blocked when CoS was shut down. This led to a
situation in which the Terminal reconnected to CoS that was already closed even when knowing that CoS
was not available. This caused unnecessary connection tries. This has been fixed, and now the Terminal
does not try to reconnect to a CoS it knows to be closed.
If the user interface requested the same file twice, the Terminal did not clear the previous file state. As a
result, the "Partial data" error was sent to the user interface.
Terminal opened several concurrent CEM channels. The Terminal has been changed so that it will choose
different channel for every open channel request but if it receives opened message for a channel it does not
know, it will respond with close channel.
3.20 Various Components

Agents were not able to receive or make calls. Also, the system jammed, and all virtual units had to be
restarted. CEM saved the internal status to ActivityOpenList.CemData when the activity status or
responsible was changed, or when some reporting event for the activity was generated. This happened quite
frequently and caused locking problems in SP04. In SP03, the data was saved into the table
ActivityAdditionalInfo so the problem did not exist. This has been fixed in SP05. The solution is a
new table that is created into the Operative database, and the affected modules in addition to the database
are CEM, OII, TMI, and BJS. CM 379471, 334126
When a user stopped listening to a recording to start listening another recording, the downloading of the first
file did not stop until the download had been completed. This made the player behave incorrectly. The
following fixes have been made:
Terminal:
Terminal supports both flow control and error control. Terminal now uses the default values 15 for data
refresh and 5 for data overflow. Terminal also uses the timeout of 60 s for uploading unless the server
sends the "need more data" event within 60 s. Also, dataReceived removed from success message
and dataReceived in "need more data" message changes to 4-bytes long.
CDT:
o CDT now indicates better the possible BCM error instead just showing "attachment failure"
despite the original failure reason.
o It is no longer possible to upload big files (e-mail attachments or Directory picture files). A
fixed limit value (by default 10MB) is used for this purpose.
The following issues regarding the skills report have been fixed:
Queue skill reports threw an error when the e-mail channel criterion had been selected. This occurred
because the skill report used the old names for the channels.
The options for the channel criteria had inbound calls and e-mails but no chats.
CEM did not send the SkillReq event for e-mails and chats, only for calls. CM 443250
23
3.21 Web Client

A relogon to an end-user application such as CDT did not validate the list of objects for which user has
rights. This caused intermittent delays of up to 10 minutes before any changes to the users rights were
applied to the application. The issue has now been fixed so that a relogon always causes up-to-date user
rights information being read from the configuration data.
24
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BusinessObjects Explorer, StreamWork, SAP HANA, and other SAP
products and services mentioned herein as well as their respective
logos are trademarks or registered trademarks of SAP AG in Germany
and other countries.
Business Objects and the Business Objects logo, BusinessObjects,

Crystal Reports, Crystal Decisions, Web Intelligence, Xcelsius, and
other Business Objects products and services mentioned herein as
well as their respective logos are trademarks or registered trademarks
of Business Objects Software Ltd. Business Objects is an SAP
company.
Sybase and Adaptive Server, iAnywhere, Sybase 365, SQL

Anywhere, and other Sybase products and services mentioned herein
as well as their respective logos are trademarks or registered
trademarks of Sybase Inc. Sybase is an SAP company.
Crossgate, m@gic EDDY, B2B 360, and B2B 360 Services are
registered trademarks of Crossgate AG in Germany and other
countries. Crossgate is an SAP company.
All other product and service names mentioned are the trademarks of
their respective companies. Data contained in this document serves
informational purposes only. National product specifications may vary.
These materials are subject to change without notice. These materials

are provided by SAP AG and its affiliated companies ("SAP Group")
for informational purposes only, without representation or warranty of
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SAP Business Communications Management

1.1 Important Notifications

2.1 Java 7 Support

2.2 Internet Explorer 10 Support

2.3 Log Storage

2.4 New Prerequisites

2.6 Minimum Value of CEM Polling

2.7 Authentication Improvement

Client Certificate Is Mandatory

Client Certificate's Attribute Used for SSO

3.1 Batch Job Server (BJS)

3.2 Call Dispatcher (CD)

3.3 CEM Server

The following issues have been fixed:

3.4 Chat Portal

3.5 Chat Server

3.6 Communication Desktop (CDT)

It is no longer possible to transfer an outgoing e-mail created by an agent to another agent.

The following improvements were made:

Built-In IVR Fixes:

Date and Time Format Fixes:

Quick Dial Key Fixes:

The following issues have been fixed:

The following improvements have been made:

3.8 Data Collector

ETC crashed in the following call scenarios:

3.12 Infrastructure Administrator (IA)

Downloading Logs function was optimized.

3.13 Integration Interfaces

The following issues in RDI reporting were corrected:

3.14 Online Monitoring

In Online Monitoring, the following errors were detected and corrected:

The following issues have been fixed:

3.16 SIP and H323 Bridges

3.17 SMS Server

3.18 System Configurator (SC)

Queue Management> Prompts Fixes:

Queue Management> Queues Fixes:

User Management> User Settings Template Fixes:

User Management> Users Fixes:

IVR Management Fixes:

System Tools> Import Fixes:

The following import-related issues were fixed:

Reporting Management Fixes:

System Management Fixes:

Outbound Management Fixes:

3.20 Various Components

3.21 Web Client

2013 SAP AG. All rights reserved.

SAP, R/3, SAP NetWeaver, Duet, PartnerEdge, ByDesign, SAP

Business Objects and the Business Objects logo, BusinessObjects,

Sybase and Adaptive Server, iAnywhere, Sybase 365, SQL

These materials are subject to change without notice. These materials

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