HotFix KB512913 - Multiple fixes for SIP

PROBLEM

This Hotfixes addresses multiple issues:

• Agent can see multiple items in Ignite after trying to consult transfer call to queue
• Agent attempted consult transfer to a different queue and had no audio when calling to queue
• Call dropped from Ignite while attempting to consult transfer call to queue
• Agent state went 'Available' after cancelling outbound leg transfer even though the inbound caller is still on-hold
• When canceling a consult transfer, the ACD call was presented as if it was a new incoming call
• Agent not able to return to call on hold when using Request Help until the hold button is clicked twice
• YSE not allowing same reporting number to be used when an agent number is removed and re-added
• When a Requested Help Supervisor hangs up after being removed from hold by the agent, the conversation is terminated
• Memory leak while performing supervisor transfer

RESOLUTION

This Hotfix is to be installed onto MiContact Center Business version 9.3.0.0 for SIP.

1. Go to https://www.mitel.com/
2. Click the Login button.
3. Click the Sign in button under MiAccess.
4. On the left, select the Software Download Center.
5. Expand the tree to MiContact Center Business and then down to MiContact Center Business 9.3.0.0 and HotFixes.
6. Download the KB512913 HotFix to the MiContact Center server.
7. Double-click the KB512913 and follow the on-screen prompts.
8. Wait for the repackager and auto-updates to complete.

• NOTE: Installing this Hotfix will restart the MiContact Center services.  To avoid service interruption please install this patch after hours or during a scheduled maintenance window.

• Simply add this new setting to your Global Application Settings Editor:
• Application: RoutingMediaService.exe
• SectionGroup: Mitel.Routing.Common.Properties.Settings
• Name: SpecialDeviceDNs
• Value:  This is a comma separated list of DNs (no spaces). (NOTE: paste in here the exact same values that were entered in the prairieFyre.BAL.DataAnalysis.Properties.Settings  SpecialDeviceDNs  setting)
• Description:  You can put a quick description of the setting or user/date here.
• Here is the other setting listed for completeness. The two values for these settings must be kept identical.
• Application:  prairieFyre.Services.EnterpriseServer.exe
• Section Group:  prairieFyre.BAL.DataAnalysis.Properties.Settings
• Name:  SpecialDeviceDNs
• Value:  This is a comma separated list of DNs (no spaces).
• Description:  You can put a quick description of the setting or user/date here.
• NOTE: These will be consolidated into one single setting in in 9.3.2.0.

NOTE: We have implemented a configuration to clear agent state on logout.  This option is on by default but if for some reason we added a configuration flag to disabled if needed.  If you wish to disable this feature, add the following to your Global Application Settings Editor.

• Application:  prairieFyre.Services.EnterpriseServer.exe
• Section Group:  prairieFyre.Services.EnterpriseServer.Properties.Settings
• Name:  ForceClearSIPAgentStateOnLogout
• Value:  False 
• Description:  You can put a quick description of the setting or user/date here.

APPLIES TO

MiCC 9.3.0.0 for SIP