Microsoft Lync Server - 5.10 GA Fix Pack 2

Product areas improved in this release


• Contact Center for Microsoft Lync - Errors receiving transfer to second media server.

  • Description : When transferring calls between two media servers, calls complete, but the Router log was reporting errors and the presence of the agent on the second media server was not displaying properly.

    Workaround : Transfer within the same media server.

    Resolution Notes : Changes were made to ensure the Router does not report errors and that agent states display properly when calls are transferred between two media servers.

• Contact Center for Microsoft Lync -Call in Queue A requeued and interflowed to Queue B on different pool and answered but Queue A is pegged with a TotalTalkTime.

  • Description : In multi-pool environments, agents and queues were not being pegged with ACD Count and ACD Duration if calls were transferred from Agent A on Pool 1 to Agent B on Pool 2.

    Workaround : None.

    Resolution Notes : Changes were made to ensure that agent and queue ACD counts and durations are pegged properly when calls are transferred between across across multiple pools.

• Contact Center for Microsoft Lync - Transfer operation failed the 2nd time call interflows to another queue.

  • Description : Transfers were failing when calls were interflowed to queues more than once.

    Workaround : None.

    Resolution Notes : This issue was resolved by disabling the "Enable refer support" option on the Mediation Server. According to Microsoft, when using SIP trunks, if the telephone system does not support SIP refer requests, this option must be disabled under Trunk Configuration of Voice Routing. For details see http://technet.microsoft.com/en-us/lync/gg131938.aspx#tab=1.

• Contact Center for Microsoft Lync - ACD call is considered stale and terminates after being on hold for 5 minutes.

  • Description : The ACD call hold timer was set to a default value of 5 minutes.

    Workaround : None.

    Resolution Notes : The ACD call hold timer was updated to a default 30 minutes.

• Contact Center for Microsoft Lync - Contact Center Client and YourSite Explorer Error Upon Load.

  • Description : Contact Center Client and YourSite Explorer were displaying errors when opened on computers with UAC enabled.

    Workaround : Right click on the application and run as admin.

    Resolution Notes : Changes were made to ensure that Contact Center Client and YourSite Explorer can be opened without error when UAC is enabled.

• Contact Center for Microsoft Lync - Router Service causing errors due to invalid audio file.

  • Description : If an invalid audio file, that was of the correct file format but did not actually play audio, was used as a queue announcement and associated to a queue, the Router Service was causing errors.

    Workaround : None.

    Resolution Notes : YourSite Explorer was updated to ensure that if an invalid audio file was associated to a queue, instead of causing errors the Router Service the file is removed from the queue announcement playlist.

• Contact Center for Microsoft Lync - Queue are not coming out of DND in the mornings and queues are put into DND during business hours.

  • Description : At times, when configuration changes were made queues would not come out of Do Not Disturb when business hours began and would go into Do Not Disturb during business hours.

    Workaround : None

    Resolution Notes : Changes were made to ensure that business hours and queue Do Not Disturb functionality continues to work as expected when configuration changes are made.

• Contact Center for Microsoft Lync - Agent cannot not log in.

  • Description : The logic behind disabling an employee for ACD was causing agents to be removed from agent groups during nightly maintenance, which was causing agents to not be able to log in to the system the following day.

    Workaround : None.

    Resolution Notes : YourSite Explorer was updated to better handle how employees are disabled for ACD, ensuring that agent to agent group associations remain intact, and that agents can still log into the system after nightly maintenance.

• Contact Center for Microsoft Lync - Queue configuration changes causing calls not routing properly.

  • Description : At times, when queues are updated with a new SIP address, Line URI, and/or name, and the Provisioner Service is restarted to pass on the info to the Front End server, calls are not routing properly the next day.

    Workaround : None.

    Resolution Notes : Changes were made to ensure that after changes are made to queues, calls will continue to route. NOTE: There is a 4-5 minute delay between when SIP addresses are changed and when queues begin receiving calls. This time is considerably less for Line URI and queue name changes.

• prairieFyre Ignite - Called agent stuck in non-ACD after non-ACD call transferred to voicemail.

  • Description : If an agent makes a non-ACD call to an agent in another pool and the call is transferred to voicemail, the agent receiving the call is stuck in non-ACD and the agent making the call will display as idle with their presence set to In a call until the agent changes state (for example, to Make Busy and then back to idle).

    Workaround : None.

    Resolution Notes : Changes were made to ensure that non- ACD calls between agents across multiple pools that result in calls being transferred to voicemail does not cause agent states to become stale.

• prairieFyre Ignite - Clients unable to get out of make busy, transfer component of Ignite not loading in calls.

  • Description : At times, the Ignite transfer window that displays around the Lync ACD call window is not displaying, causing agents to not be able to transfer calls. This is combined with agents not being able to take themselves out of Make Busy, which causing them to not receive queued calls.

    Workaround : None.

    Resolution Notes : The Ignite toolbar and transfer window were updated to ensure that agents can properly control their availability with Make Busy codes and transfer calls.

• prairieFyre Ignite - Incorrect State being displayed for Agents in CCC.

  • Description : At times, agent states were displaying as Outbound immediately after agents logged into the system instead of states displaying correctly as ACD Idle.

    Workaround : None.

    Resolution Notes : Contact Center Client was updated to ensure that agent states display correctly immediately after agents log into the system.

• prairieFyre Ignite - ACD call offered failed to connect/establish the call.

  • Description : The call requeue timer default value of 15 seconds was causing calls to be cancelled before they were answered and agents were not being offered calls before they were requeued.

    Workaround : None.

    Resolution Notes : Changes were made to ensure that calls are offered to ACD agents before the call requeue timer begins and causes calls to be requeued after 15 seconds.

• prairieFyre Ignite - Conversation window disappears on every ACD call offered.

  • Description : Some Polycom headsets were sending disconnect commands, causing the conversation window to disappear during ACD calls.

    Workaround : None.

    Resolution Notes : A configuration file change was introduced to ensure that the conversation window does not disappear during ACD calls as the result of unexpected Polycom headset disconnect commands.

• prairieFyre Ignite - After installing Fix Pack 1 agent state is displaying "Available" instead of "Available for ACD".

  • Description : After upgrading to Version 5.10 Fix Pack 1, agents states are displaying as Available instead of Available for ACD.

    Workaround : None.

    Resolution Notes : Changes were made to ensure that agent states display as Available for ACD correctly.

• prairieFyre Ignite - Ignite Conversation window did not close after the customer ended the call.

  • Description : Ignite was putting agents in an Outbound state after calls were completed.

    Workaround : None.

    Resolution Notes : Ignite was updated to ensure that agent states do not display as Outbound after agents complete calls.

• prairieFyre Ignite - Client State not showing the correct state..

  • Description : At times, Ignite was showing the wrong client state as a result of a missing SIP cleared event regarding the call. For example, idle agents were displaying as ACD Ringing.

    Workaround : None.

    Resolution Notes : Changes were made to ensure SIP cleared events are received and that agent states display correctly in the Ignite client.

• Contact Center Client - Agent on Non ACD call but CCC of the agent showing 'Available for ACD'.

  • Description : In multi-pool environments, agents on non-ACD calls were displaying as available for ACD in Contact Center Client.

    Workaround : None.

    Resolution Notes : Changes were made to ensure that non- ACD agent states display correctly in Contact Center Client real-time monitors.

• Contact Center Client - Presence issues in Real Time Monitors.

  • Description : Stale calls were causing agent presence issues in Contact Center Client.

    Workaround : None.

    Resolution Notes : Contact Center Client was updated to audit and clean up stale calls to ensure that agent presence displays correctly in real-time monitors.

• Contact Center Client - Stale presence in CCC real-time.

  • Description : The Queue Now monitor was not updating statistics for ACD calls because calls were being treated as non- ACD.

    Workaround : None.

    Resolution Notes :Contact Center Client was updated to ensure that agent states display correctly immediately after agents log into the system.

• Contact Center Client - Queue now monitor is not updating any of stats.

  • Description : At times, agent states were displaying as Outbound immediately after agents logged into the system instead of states displaying correctly as ACD Idle.

    Workaround : None.

    Resolution Notes : Changes were made to ensure that the Queue Now monitor accurately displays and updates queue statistics.

  
  

The download and use Mitel software products is potentially controlled by regulations issued by the Canadian DFAIT, the US BIS, and other countries under laws relating to the export and re-export of our software.  Under restrictions imposed by such regulatory bodies, MiContact Center software products and hotfixes are not provided through Mitel's Knowledge Base or FTP server.

Users downloading software from Mitel will need to affirmatively certify that you/or your business enterprise:

• Acknowledge that you and your business enterprise shall comply with all Canadian, US and UK exporting and re-exporting rules and regulations, including the ITAR, with respect to the downloaded prairieFyre software product(s).
• Shall not download prairieFyre software products to a country pursuant to the Canadian Export and Import Permits Act and the Export Permits Regulations or as listed on the Canadian Area Control List  http://laws.justice.gc.ca/en/e-19/SOR-81-543/index.html and acknowledge that so doing would violate Canadian law. 
• Shall not download any prairieFyre software products to any USA embargoed country or sanctioned country.
• Shall not distribute downloaded prairieFyre software product(s) outside of the authorized downloaded country without prior authorization from prairieFyre.
• Is not directly or indirectly involved in the research, development or production of chemical, biological or nuclear weapons, or any missile programmes;
• Is not seeking technical information relating to the design, development or implementation of the cryptographic components, modules, interfaces, or architecture of the cryptographic goods or source code or pseudo-code, in any form, of any of the cryptographic components, modules, or interfaces of the cryptographic goods
• Acknowledge that the use of the downloaded prairieFyre software product(s) is for you or your company’s business use and that the downloaded prairieFyre software product shall not be used for unauthorized end uses or distributed to unauthorized end users.

To download Contact Center for Microsoft Lync software, users must login to micc.mitel.com using their personal prairieFyre credentials to gain access to the downloads. 

• Browse to http://micc.mitel.com
• Click Support>Download software.
• Click on Microsoft Lync Server 2010 Download Center
• Type your provided User ID and Password and click Log in
• Click on Download Center, then Currently Shipping
• Under Latest Fix Pack, you can download the latest release along with the documentation.

If you have any questions or concerns, please contact your Mitel representative, or contact customer support (1-800-722-1301 -- or, for end customers only, 613-599-0045).

WARNING: Installing the hotfix will Stop and Start ALL prairieFyre services.
It is recommended to install the hotfix outside of regular business hours to avoid any potential service affecting issues.

APPLIES TO

Lync Server 5.10 GA

Lync Server 5.10 Fix Pack 1