Contact Center 5.1
Software Release Notes
GA Build 502.5.1209
PLEASE READ THIS PAGE FIRST!
Upgrading from Contact Center 5.1 build 502.5.1205 or 502.5.1206?
Contact Center 5.1 build 502.5.1209 is a patch build of Contact Center 5.1 build 502.5.1205. As such, if
you are upgrading from Contact Center 5.1 build 502.5.1205, then you only need to upgrade the server
(\Setup\ShoreTel Contact Center Server\setup.exe (or ShoreTel Contact Center Server.msi)).
It is not necessary to upgrade existing Contact Center 5.1 build 502.5.1205 Agent or Supervisor
installations as the client files have not changed from build 502.5.1205 to 502.5.1209.
Upgrading from Contact Center 5.1 build 502.4.7609 or earlier, OR
Contact Center 5?
If you are upgrading from Contact Center 5 or Contact Center 5.1 build 502.4.7609 or earlier then it is
necessary to upgrade the server and all clients.
NOTE: These instructions also apply to Contact Center redundant
servers.
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ShoreTel Contact Center 5.1 build 502.5.1209
Software Build Notes
Overview
Please read this entire document before beginning a new Contact Center
installation or performing a Contact Center upgrade.
Build 502.5.1209 is a “patch build” version of the ShoreTel Contact Center 5.1.
This document is intended to provide build-specific information regarding installation or
upgrade of Contact Center 5.1. ShoreTel strongly suggests reading the entire Contact Center
Installation Guide included with Contact Center 5.1 build 502.5.1209 documentation before
beginning a new, or upgrading a current ShoreTel Contact Center installation.
ShoreWare 8.1 or higher is required for Contact Center 5.1.
ShoreTel Contact Center 5 is the minimum version required to upgrade to 5.1.
Support for the following report formats has been deprecated in ShoreTel Contact Center 5.1
and will be converted to Comma Separate Value format (.csv) at completion of upgrade:
dBASE format (.DBF)
Data Interchange Format (.DIF)
Powersoft Report format (.PSR)
Microsoft Multiplan format(.SLK)
Tab-separated columns (.TXT)
Lotus 1-2-3 format (.WKS)
Windows Metafile format (.WMF)
Call Manager and Agent Toolbar Integration is supported in Build 502.5.1209 against the
following ShoreTel builds
ShoreTel 8.1 build 13.26.9201 and above
ShoreTel 9.1 build 14.22.2902 and above
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Installation Details
All Contact Center 5.1 client applications (Agent and Supervisor) MUST be upgraded to the new
release.
Contact Center 5 Agent Toolbar and Supervisor applications are not compatible with Contact
Center 5.1; please upgrade all Agent Toolbar and Supervisors.
Per the Contact Center Installation Guide (included with Contact Center 5.1 build 502.5.1209
documentation):
"You must manually backup and then reinstall any custom files you have saved in the ShoreWare
Contact Center Directory (such as reports, IVR prompts, and databases). These files are deleted
during the upgrade process."
Recommendations prior to upgrading
Server:
Disable Virus checker
Confirm hard disk(s) do not require de-fragmentation.
Confirm the Windows 2003 server DEP (Data Execution Prevention) settings are configured to:
“Turn on DEP for essential Windows programs and services only”.
Desktop
Confirm that the Supervisor desktop, installed program directory does not include both an Agent
directory and Supervisor directory. This can occur if the Supervisor lock device was not present, prior, or
after the upgrade (delete if applicable).
Older desktop shortcuts should be removed as they will link incorrect location for targets
New Contact Center Server 5.1 Installations
1. Ensure that the server license dongle (USB key) is attached, drivers may be installed during
Contact Center Server 5.1 installation
2. Navigate to the folder containing the new software setup folder and launch Setup_Server.exe.
3. Follow the on-screen installation prompts.
4. Reboot the server when prompted.
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Upgrading from Earlier Contact Center Releases
NOTE: Upgrading from Contact Center 4.66 or earlier is not supported; Contact
Center 5.1 can only be upgraded from Contact Center 5, or, installed new.
When Upgrading from Contact Center 5.0:
1. Stop the “ShoreTel Contact Center Service” service.
2. Stop the “ShoreTel-MySQLCC” service
3. Backup the entire Contact Center Server folder (ex: D:\ShoreTel\Contact Center Server) except
the “backups” folder. The backed-up folders and data will only be used if a roll-back is
required and can be deleted after the upgrade is complete and verified successful. Do not
delete any backed-up data until after all post-upgrade testing has been completed.
NOTE: The Contact Center default installation includes a daily/weekly/monthly database
backup option that writes Contact Center database dumps to the Contact Center “\backup”
folder. It is not necessary to backup this entire folder as outlined in Step 2 above (“Backup the
entire Contact Center folder”), but it is recommended to review recent backup activity and
“backup the backups” as appropriate.
4. Restart both services
5. Navigate to the directory containing the software setup folder (\Setup\ShoreTel Contact Center
Server ) and launch setup.exe.
Follow the on-screen installation prompts (NOTE: the license dongle driver (HASP) may be
upgraded also, this is expected but may not occur).
6. Reboot the server when prompted. After the server reboots, the setup program will continue
and the database will be upgraded. The database upgrade process may take several hours or
more to complete, please plan appropriately for this step.
7. Although not required, ShoreTel recommends upgrading 2 or 3 Contact Center Agents and 1
Supervisor to perform cursory testing prior to upgrading all Agents and Supervisors.
NOTE: Per the Contact Center Installation Guide (included with Contact Center 5.1 build 502.5.1209
documentation):
"You must manually backup and then reinstall [using Graphical CCS Admin] any custom files you have
saved in the ShoreWare Contact Center Directory (such as reports, IVR prompts, and databases).
These files are deleted during the upgrade process."
Failure to follow this step will result in custom prompts not being heard. You must manually re-link the
custom prompt files to hear them.
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Upgrading From Earlier Contact Center 5.1 builds
1. Stop ShoreTel Contact Center
2. Stop MySQL Service for Contact Center
3. Backup the entire Contact Center Server folder (ex: D:\ShoreTel\Contact Center Server) except
the “backups” folder. The backed-up folders and data will only be used if a roll-back is
required and can be deleted after the upgrade is complete and verified successful. Do not
delete any backed-up data until after all post-upgrade testing has been completed.
NOTE: The Contact Center default installation includes a daily/weekly/monthly database
backup option that writes Contact Center database dumps to the Contact Center “\backup”
folder. It is not necessary to backup this entire folder as outlined in Step 2 above (“Backup the
entire Contact Center folder”), but it is recommended to review recent backup activity and
“backup the backups” as appropriate.
4. Restart the “ShoreTel-MySQLCC “ Service
5. Navigate to the directory containing the new software setup folder (502.5.1209\Setup\ShoreTel
Contact Center Server ) and launch setup.exe.
6. Reboot the server when prompted. After the server reboots, the setup program will continue
and the database will be upgraded. The database upgrade process may take several hours or
more to complete, please plan appropriately for this step.
7. Although not required, ShoreTel recommends upgrading 2 or 3 Contact Center Agents and 1
Supervisor to perform cursory testing prior to upgrading all Agents and Supervisors.
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Installation Instructions for Agents and Supervisors
Agent and Supervisor software can be installed after Contact Center Server installation is complete.
Note: Beginning in Contact Center 5.1, Agent Toolbar and Supervisor Tools installation media also
include .MSI files which can be automatically deployed via delivery mechanisms such as Microsoft Active
Group Policy. Refer to the following link for an example of how to deploy MSI files:
http://support.microsoft.com/kb/314934
Agent Toolbar Installation
1. Navigate to the install setup folder (502.5.1209\Setup\ShoreTel Contact Center Supervisor) and
launch setup.exe (MSI installation is ShoreTel Contact Center Agent.msi).
2. If this workstation is being upgraded from a previous Agent Toolbar installation, the IP address
or name of the ECC Server will be auto populated from the previous installation. If this is a firsttime installation, the ECC Server IP address will need to be entered.
NOTE: Contact Center 5.1 supports Redundancy. The Agent Toolbar installation will prompt for a
Primary Server IP address.
3. Reboot the system when prompted after following the on-screen prompts.
NOTE: The first time the Agent is launched on a redundancy-enabled system, the Agent will
obtain the Secondary IP address for Redundancy settings if configured. At this time, a message
will appear with this notification. The Agent Toolbar will shut down and need to be restarted.
After this initial step, the Agent will function properly.
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Supervisor Tools Installation
1. From Supervisor workstations, navigate to the install directory (502.5.1209\Setup\ShoreTel
Contact Center Supervisor) and launch setup.exe (MSI installation is ShoreTel Contact Center
Supervisor.msi).
If this is a first-time installation, the ECC Server IP address will need to be entered; if this
workstation is being upgraded, the IP address or name of the ECC Server will be auto-populated
with the previous installed value.
NOTE: Contact Center 5.0 now supports Redundancy. Supervisor installers will prompt for a
Primary Server IP address.
2. Reboot the workstation when prompted after following the onscreen prompts.
NOTE: The first time the Supervisor is launched on Redundancy enabled system the Supervisor
will obtain the Secondary IP address for Redundancy settings if configured. At this time, a
message will appear with this notification. The Supervisor will shut down and need to be
restarted. After this initial step, the Supervisor will function properly.
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Fall-back to previous 5.0 versions (if unexpected behavior is encountered during
installation)
1. If the installer reports an error during the upgrade, take a screen shot of the error for debugging
purposes.
2. Reboot the ShoreTel Contact Center Server.
3. Stop the current running ShoreTel Contact Center Service and attempt upgrade process again.
4. If the ShoreTel Contact Center upgrade fails again, halt the upgrade attempt.
5. Stop the current running ShoreTel Contact Center Service.
6. Un-install the ShoreTel Contact Center from Add/Remove Programs.
7. Restart the server
8. Re-install 501.3.9406 (or previous installed 5.x version) from the install folder and restart when
prompted.
9. Stop the “ShoreTel Contact Center Service” and “ShoreTel-MySQL” services.
10. Copy the backed up Data directory as detailed in the install instructions above.
11. Start the “ShoreTel-MySQLCC” service.
12. Start the “ShoreTel Contact Center Service” service.
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Notes
Build Date:
Engineering Build Number:
Contact Center Server Software Version:
Contact Center Agent Manager Software Version:
Contact Center Agent Software Version:
March, 2010
502.5.1209
502.5.1209
502.5.1209
502.5.1209
This version of ShoreTel Contact Center software was tested and certified on the following platforms:
Server:
Microsoft Windows Server 2008 (sp1)
Microsoft Windows Server 2003 (sp2)
IVR Distributed Server:
Microsoft Windows Server 2003 (sp2)
Supervisor workstation:
Microsoft Windows XP (sp2 & sp3)
Microsoft Windows 2003 (sp1 & sp2)
Microsoft Windows Vista (sp1)
Monitor station:
Microsoft Windows XP (sp2 & sp3)
Microsoft Windows 2003 (sp2)
Microsoft Windows Vista (sp1)
Agent Toolbar workstation:
Microsoft Windows XP (sp2 & sp3)
Microsoft Windows 2003 (sp1 & sp2)
Microsoft Windows Vista (sp1)
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Defects Corrected in build 502.5.1209
Several corrections are included in this build. Some that you may have been exposed to in previous
builds are detailed below.
Defect Number
1-37153943
1-37117774
1-37362829
1-37384665
1-37384166 /
1-37167842
Abstract
Emis failure.
Contact Center Server service does start.
Thread 60 does not exist.
Email queues not generating emails to agents
Agents in an IDLE state show on ACD call on supervisor machine
Defects Corrected in build 502.5.1205
Defect Number
1-36034471
1-35738808
1-36549503
1-36557931
1-36863703
1-34173001
1-35231776
1-35852647
1-35862695
1-36384872
1-36655511
1-36795716
1-35585581
Abstract
SM table maintenance causes decremented Supervisor licensing.
Email failure on unexpected recipient address.
Supervisor process failure with Agent logon with no Group membership.
NULL value group number produces sbr_main failure.
Primary dongle creates dbiserver memory leak.
Inbound call from Workgroup causes to Agent state to lock.
1.1 Group by Interval report displaying Predictive Interflow value.
Missing default group in Service after upgrade creates unstable process.
Unable to select a service in "Change call profile" function in GCCS.
Network process failure occurs after brief server disconnect from network.
1720 Installer Error on when installing Contact Center on Windows Server 2008.
Upgrade from Contact Center 5 causes loss of CCIR (c2g) data.
When inbound call is transferred to an Agent’s voice mail, the Agent state is changed to wrap.
Defects Corrected in build 502.4.7603
Defect Number
Abstract
1-35220071
1-35133564
1-35285981
1-35389274
1-35432688
1-35191989
1-35220403
Emis CPU Utilization extremely high
Calls transferred from an agent to an IRN have 60 seconds of silence
Cannot login to Agent Manager when Supervisors do no logout correctly
Email stops working when unexpected emails enter system
GCCS cannot edit all scripts when opened
A database connection to external MySQL database randomly fails (20-30% failure rate)
Emis crash
Defects Corrected in build 502.4.6103
Defect Number
1-34965037
1-35005660
1-34772122
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Abstract
SBR_Main crashing due to failed call transfer with SIP trunks.
CC Parsing % sign is broken within Call Profile, date format function
GCCS script SQL loop triggers SBR_Main crash.
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Defects Corrected in build 502.4.4006
Defect Number
Abstract
1-34880067
1-34358047
1-34788095
1-34110942
E-mail does not route to Lotus Notes because it requires the UIDL method within POP3.
When deleting a Supervisor in Director, the top Supervisor will always be deleted first.
Group Agent Report only displays "Split" - no group indicator is displayed.
Error permissions not appearing correctly.
Defects Corrected in build 502.3.9508
Defect Number
Abstract
1-34418071
1-34358047
Unable to upgrade due to Contact Center Processes still running
When trying to delete a supervisor through Contact Center Director the supervisor at the top of the list is deleted
instead of the one you have selected for deletion
When an agent is on an ACD call and manager initiates a silent monitor on that agent the agent may receive
another ACD call as if they were idle.
A Contact Center process can restart if multiple HTTP sessions are requested on an invalid port
1-34208272
1-34299006
Defects Corrected in build 502.3.9506
Defect Number
Abstract
1-34124661
1-33825346
Calls that are transferred to an IRN can get stuck in queue
GCCS Shows Confirmation Message without user interaction
Email intermittently fails to route to email agents using Outlook 2003 and 2007
Upgrade to Contact Center 5 or 5.1 will fail due to buffer overflow if the maximum number of Wallboard records is
greater than 16
If you experience a failed upgrade to 5.1 from Contact Center 5 you will be unable to start Contact Center 5 due to
the fact the dependant directories for Contact Center 5 are renamed during the upgrade process. The directories
will still be renamed however this will only occur after a confirmation of successful upgrade
On a redundant System email can fail to route after a failover event where the Secondary server takes over as
Master
Using Alt+S to save on a Supervisor station can Crash the Agent Manager Application on Vista station
Modifying a script in GCCS can cause a Contact Center process to crash
Supervisors are allowed to write to Primary configuration database after the failover on a redundant system. This
action should be blocked.
If an Agent simultaneously logs out of queue while they are being alerted of an incoming ACD email a Contact
Center process can crash
If an Agent simultaneously logs out of queue while they are downloading incoming ACD email a Contact Center
process can crash
Contact Center can fail to access ECC database after upgrade to 5 or 5.1
1-33934463
1-34158096
1-34107034
1-28782951
1-32920774
1-33712448
1-34141031
1-34155053
1-34173722
1-33777080
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Defects Corrected in build 502.3.8508
Defect Number
Abstract
1-33985372
Contact Center Server Installer can fail to recognize Server Dongle on new installation
Agent toolbar sending login information dialogue box can remain open even after connection to Contact Center
Server has been established from Client machine
Phantom Supervisor login can consume Supervisor Licenses
Unable to delete certain groups from ECC Director
Shortest wait time for abandoned calls will erroneously show as zero in historical and real-time reports
Intuitive notification that deprecated reports format have been converted to a new format is needed
Agents rejecting an incoming ACD email can cause a Contact Center process to crash
Estimated Wait Time algorithm is not documented
Restart requirements for the Contact Center are not clearly documented
Connections under Dir->System->interfaces is not enabled for Contact Center base package
Email can get stuck and will not get processed for certain queues
1-34102766
1-33740961
1-33939391
1-33858849
1-32163059
1-34089241
1-28696571
1-22803848
1-33727338
1-33955202
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Known Defects
Some of the most critical known and reported defects are detailed below:
Defect
Number
Abstract
Status
1-36866345
Dynamic Language Paths in GCCS stop working randomly; server must be rebooted
to restore prompts.
1-36655916
Agent Manager state does not reflect actual agent state.
1-36644732
TSF is randomly greater than 100%.
1-36361559
Agent is forced released on anonymous inbound call.
1-36249552
Calls blind transferred to an IRN do not show up in queue monitor.
1-36133442
Daily Detailed Super Group report showing Max Call for 2 days.
ShoreTel may
build
ShoreTel may
build
ShoreTel may
build
ShoreTel may
build
ShoreTel may
build
ShoreTel may
build
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correct this in a future
correct this in a future
correct this in a future
correct this in a future
correct this in a future
correct this in a future