Hotfix KB536968 - Fixes multiple SIP Call Scenarios issues, RoutingMediaService unable to process commands, Ignite focus issues, callback display issues and configuration changes issue

1- When an agent goes into worktimer, the worktimer inbox still has the hold/transfer button on it

Agent can accidently press the hold/transfer buttons causing unwanted behavior in webignite

ES fails to update the correct inbox item.

ES should use the correct globalCallID representing the workTimer item to update the inbox item

2- While A1 is consulting an extension (who is ringing), if the customer hangs up, and then extension times out after ringing for a while, A1 call leg is NOT cleared

Stuck inbox item in A1

A1 stays in outbound state with dead air on the phone.

End A1 call leg when the extension that is ringing times out

3- While A1 is consulting A2 (who is ringing, if the customer hangs up, then A1 hangs up the consultation call, A1 has a stuck inbox item and A2 never stops ringing

Stuck inbox item in A1, A2 never stops ringing

Stop the ringing on A2 since A1 ended the consultation call and remove the inbox item that represents the consultation call in A1’s webignite

4- While A1 is talking to A2 and customer is on hold, if customer hangs up and then A1 hangs up, the consultation call inbox item in A1 is not removed, causing a stuck inbox item in A1

stuck inbox item in A1’s webignite

The ES is failing to call RemoveInbox Item on the consultation call when it’s ended.

Resolution is to remove the inbox item of the consultation call if the consultation call ends and there is a work timer in the inbox.

5- MiCC Stops processing calls.

Customer’s calling in are faced with ringing no answer, their calls arent being routed and/or answered.

MiCC RoutingMediaService commands to freeswitch are timing out (not receiving responses from Freeswitch)

To solve this issue, when we detect the first command failure, we reset the TCP connection between RoutingMediaService and Freeswitch

6- Duplicate calls from 2 different queues showing in ignite at the same time

Agent sees 2 inbox item in webignite, note however that the actual phone only has 1 call, this is a webignite and linking issue causing a second inbox item

Linking issue in the ES resolved.

7- Customer’s call leg is dropped when an agent blind transfer the call to a pbx number that forwards the call back to the IVR and an agent answers the transferred call.

Customer’s call is dropped

the Media workflow is never terminated when the call was originally transferred, the media workflow ends up executing a hang up activity which drops the customer’s call leg.

Terminate the media workflow on transfer.

8- Professional Services script is intermittently failing to populate call variables for IVR calls

This is causing system variables, as well as custom ones to be impacted causing errors and failed scripts execution

Populate the variables correctly

9- During a monitored transfer, the focus in IGNITE randomly stays on the initial caller instead of switching to the latest/newest call, i.e: consultation call

Agent end up clicking on the wrong inbox item call control buttons, sometimes dropping the the customer call’s by mistake

switch the focus to the consult inbox item when doing a consultation call (supervised)

10- Callback: Supervisor licensed agent can see all the callbacks in the web ignite widget.

Supervisor licensed agent always see all the callbacks results, there is no consideration whether the ‘may see all queue’ checkbox is checked or not

Filter the result based on the “May See All Queues” checkbox.

If the checkbox is unticked and an agent has a supervisor license then our API does not return all the callbacks, it only returns the callback, where the agent is part of the callback queue or callback.

11- CCC: When using MiccConfig to modify the employee properties such as first/last name, the changes are NOT reflecting in the ContactCenterClient.

Employee name does not change in ContactCenterClient, you still see the old name

Send the updated value to the ContactCenterClient

12- No inbound emails being pulled into MiCC -Rebex.Net.ImapException: EXPUNGE failed

Failed to mark message as processed on email server

Rewrote a bit of the Download/Retry mechanism for Emails.  An email that fails to delete... is never retried.

13- Storage Service Slow in Processing emails - Delay appeared to be caused by attempting to pull in the same messages over and over .. and there was a definite delay in moving emails to the process

Storage Service sluggish / slow resulting in emails being buffered in the customers corp mailbox.

The observation was the storage service was pulling down 10 message headers at a time, but was only processing a handful of these causing the emails to be backed up on corp mailbox.
Also the majority of the email messages were not being moved to the Processed folder ..

Added Code for taking care of the some parse exceptions in elastic which arise due to the presence of the forward slash in the reply template name.

KB530024

• This Hotfix addresses two problems occurring during PCI compliance:

  • If the caller hangs up while the agent is on hold, the agent and IVR port call are not cleared.

  • When the caller is done entering the information required and the agent re-joins the conference, the PCI compliance workflow doesn't move on to the next activity until after 10 seconds. 

https://mitel.custhelp.com/app/answers/answer_view/a_id/1017897/loc/en_US