These release notes contain the following topics:
· Contents
· Known Limitations, Issues or Workarounds Relative to this Update
To apply this update your system must be running Quality Monitoring 10.1 SP2.
For more information, see Identify the Version.
The update must be applied to the following Server components:
· The BDR Server.
· All eRecorders.
· All Supervisor components – optional; only needed in a Supervisor Lockdown (download restrictive) environment.
NOTE:
A new Screen Capture Module is available.
Please contact Support for the latest 7.8 Screen Capture Module.
This update contains the following components:
· Quality Monitoring Update (which includes the MSI)
· Quality Monitoring Supervisor Installer
ý Quality Monitoring Diagnostic Tools
Client JREs are listed as either Active or Compatible; all other versions are not supported. The versions denoted as Active are those currently fully tested for the specified release.
Although JRE versions denoted as Compatible might also be tested, this testing may be limited or support may be based on backward-compatibility statements. Older versions of JRE versions may transition over time from Active to Compatible as new releases become available.
While all Active and Compatible versions are supported, non-Active versions may impact resolution times. In the unlikely event that a JRE issue does arise on a Compatible version, resolution may require upgrade to an Active version.
The updated Client JREs list is as follows:
Java Environment |
Support |
JRE 7 Update 00 |
Active |
JRE 7 Update 02 |
Active |
JRE 7 Update x |
Compatible |
|
|
JRE 6 Update 6 |
Active |
JRE 6 Update 7 |
Active |
JRE 6 Update 12 |
Active |
JRE 6 Update 13 |
Active |
JRE 6 Update 14 |
Active |
JRE 6 Update 16 |
Active |
JRE 6 Update 18 |
Active |
JRE 6 Update 21 |
Active |
JRE 6 Update 22 |
Active |
JRE 6 Update 24 |
Active |
JRE 6 Update 26 |
Active |
JRE 6 Update 27 |
Active |
JRE 6 Update 29 |
Active |
JRE 6 Update 30 |
Active |
JRE 6 Update x See NOTES below |
Compatible |
|
|
JRE 5.0 Update 12 |
Active |
JRE 5.0 Update 16 |
Active |
JRE 5.0 Update 17 |
Active |
JRE 5.0 Update 18 |
Active |
JRE 5.0 Update 20 |
Active |
JRE 5.0 Update 22 |
Active |
JRE 5.0 Update x See NOTES below |
Compatible |
|
|
JRE 1.4.2_18 |
Active |
JRE 1.4.2_19 |
Active |
JRE 1.4.2_* See NOTES below |
Compatible |
JRE 1.4.2_12 |
Not Supported |
NOTES:
ý Daylight Saving Time (DST): To support the US DST changes that took place in 2007, the JRE versions 1.4.2_11 and above or 1.5.0_6 and above are required.
·
Static Versioning: Static Versioning started with JRE 5.0 update
6. If you install JRE 5.0 update 6 or above on the client computers, all
applets are forced to use this version of the JRE; the usage of clsids to
launch specific versions of the JRE (Static Versioning) is disabled. With JRE
5.0 update 6, on the Windows platform, any requests from any applet to execute
with an earlier JRE version are automatically redirected to JRE 5.0 update 6.
If any software on the client workstation requires the use of other JRE
versions, this feature may prevent those applets from executing correctly.
You can override this feature by creating new registry keys on each
workstation:
[HKEY_LOCAL_MACHINE\SOFTWARE\JavaSoft\Java Deployment\Policy]
and creating a new DWORD value:
"EnableSecureStaticVersioning"=dword:00000000
·
Security Baselines: Static Versioning has been replaced with
Security Baselines as of JRE 6.0 Update 11. When JRE 6.0 Update 11 and above
receives an HTML request to execute a lower version of the JRE, it asks the
user whether or not to execute the lower version. If the user selects ‘Run’,
the JRE requested is used to execute the applet. If the user selects ‘Cancel’,
the latest version of JRE 6.0 Update 11 and above is used to execute the
applet.
However, the dialog is not presented to the user when the JRE requested to
execute the applet is the latest in the JRE Family. Each JRE Family has a
version that serves as the Security Baseline. It is usually the latest JRE
released for the family. As later versions of JRE 6.0 are released, the Family
Security Baseline changes to the latest JRE of the version family. If the
Security Baseline JRE is requested to execute the applet, JRE 6.0 Update 11 and
above will not display the dialog. It will allow that version of the JRE to
execute the applet. The JRE Families that are compatible with Quality
Monitoring are 1.4.2_XX, 1.5.0_XX, 1.6.0_XX, and 1.7.0_XX.
The update must be installed by a user with Administrator privileges.
Before installing the update, make sure that Quality Monitoring 10.1 SP2 application has been installed on a server and is operating normally. Also, make sure the Quality Monitoring Database has been setup.
To install the update:
1.
Suspend use of the Quality Monitoring system until you update all
Quality Monitoring servers.
NOTE: If you cancel the update before it completes normally, you may
have to restart services manually.
2.
If you plan use the D/82JCT-U voice card, you must update the Dialogic
Driver to version 6.0 Service Update 261. For detailed instructions, see the Quality
Monitoring Installation Guide.
NOTE: Obtain Dialogic Driver version 6.0 Service Update 261 for Windows
2003 and Windows 2008 from your designated download site, or by contacting
Verint Support.
3. On the database server, backup your database. For detailed instructions, see the Quality Monitoring Upgrade Guide.
4.
From the update media, copy the following folder applicable to your
database server platform to the database server:
Microsoft SQL Server:\database\MS
SQL Server\Database\Patch
Oracle: \database\Oracle\Schema\Patch
5.
Run the following command file for both Microsoft SQL Server and Oracle:
ApplyCHF.cmd
NOTE:
For Microsoft SQL Server the scripts will prompt for Database Server
Name, Database Server Port, User Name, User Password,
and Database Name.
For Oracle the scripts will prompt for TNS Service Name, User
Name, and User Password.
The User Name must have Database Server System Administrator level
privileges.
6.
On the Quality Monitoring server, run setup.exe to install the
Hot Fix Rollup for Quality Monitoring 10.1 SP2.
Setup.exe launches the MSI package, which will detect the current Quality
Monitoring version. If the current version is Quality Monitoring 10.1 SP2, a
message appears asking you to confirm the update.
NOTE: If the current version is not Quality Monitoring 10.1 SP2, a
message displays to inform you that the installation cannot continue. The
installation stops when you click OK.
7.
To continue the update, select Yes or OK for any prompts
that are displayed. Multiple prompts will be displayed.
The MSI package will detect the current components and start the update. When
the update completes, a prompt will display to inform you the server must be
restarted.
8. Select Yes to restart the server.
9.
After the server restarts, manually start any Quality Monitoring
services that are not set to start automatically. For complete services
information, see the Quality Monitoring Installation Guide.
When all servers have been updated, resume using the Quality Monitoring system
with the update.
To update Supervisor:
1. On the supervisor machine, use the operating system control panel to open the Add/Remove Programs tool.
2. Remove the supervisor software.
3.
Install the supervisor software from the Quality Monitoring Update.
For more information, see the Quality Monitoring Installation Guide.
A user with Administrator privileges can remove the update and roll back the Quality Monitoring system. Removing the update restores the system to the GA Version of Quality Monitoring 10.1 SP2.
Before removing the update, make sure that Quality Monitoring 10.1 SP2 Update has been installed on a server. Also, make sure the Quality Monitoring Database has been setup.
To remove the update:
1. Suspend use of the Quality Monitoring system until you remove the update from all Quality Monitoring servers.
2.
On the database server, run the rollback database script that came with the
update: From the update media, copy the following folder applicable to your
database server platform to the database server:
Microsoft SQL Server:\database\MS
SQL Server\Database\Patch
Oracle: \database\Oracle\Schema\Patch
3.
Run the following command file for both Microsoft SQL Server and Oracle:
RollbackCHF.cmd
NOTE:
For Microsoft SQL Server the scripts will prompt for Database Server
Name, Database Server Port, User Name, User Password,
and Database Name.
For Oracle the scripts will prompt for TNS Service Name, User
Name, and User Password.
The User Name must have Database Server System Administrator level
privileges.
4.
On the Quality Monitoring server, open the Add/Remove Program
section of the Control Panel for the operating system.
For Windows 2008 open Programs and Features section of the Control
Panel for the operating System.
5. Select Quality Monitoring Update from the list.
6.
Click Remove. A confirmation message displays.
For Windows 2008 open right click and select Uninstall. A confirmation
message displays.
7.
Click Yes to confirm the removal of the update.
The updated modules will be removed and the system will revert to the previous
release. When the uninstall completes, a prompt will display to inform you the
server must be restarted.
8. Select Yes to restart the server.
9.
After the server restarts, manually start any Quality Monitoring
services that are not set to start automatically. For complete services
information, see the Quality Monitoring Installation Guide.
When all servers have reverted to the previous release, resume using the
Quality Monitoring system.
To remove a Supervisor update:
1. On the supervisor machine, use the operating system control panel to open the Add/Remove Programs tool.
2. Remove the supervisor software.
3. Install the previous version of the supervisor software from the older Quality Monitoring Update or the Quality Monitoring DVD.
To verify which release or service pack you have, do one of the following:
ý Click About on the Login window
ý
Open Add/Remove Programs from the Control Panel.
The main installation is called Quality Monitoring; the updated version
is called Quality Monitoring Update. The identifier for this release is Quality
Monitoring HFR002.
Click the Click here for support information link. The Version
should match the installed version.
NOTE: For Windows 2008, open Programs and Features from the Control Panel, locate the Screen Capture Language Package, and check the Version column.
Feature |
Description |
Update 320 |
|
Avaya Proactive Contact v5.0 |
Added support for Avaya Proactive Contact v5.0 |
Optimized contact searching for large databases |
Search was optimized to improve response times when searching for contacts on large databases |
Issue # |
Description |
2435558 |
Exception in eRecorder service when exporting a contact. |
2443180 |
Active Agent Display crashes Command Service. |
2444614 |
Attributes tab takes 30+ seconds to populate - appears to be a database issue regarding Quality Monitoring 7.8.2_526 HF005_02. |
2454986 |
Tomcat Crash during the same time the BDR crashed. |
2462048 |
IFConnector adapter fails in RecorderControlProtocol.dll. |
2527390 |
Playback error in Quality Monitoring after applying hotfix rollup 5_04. |
2563656 |
Client States that when agents save evaluation the system hangs randomly; when system is restored, they have up to 10 evaluations created with same name and score but different contacts. |
Issue # |
Description |
99099 |
PCI vulnerability findings in Quality Monitoring 2010 Q2. |
100387 |
Port-back from V11.1 SP0 - Capture Service (of Screen Capture module) is sending login/logout for empty user when the user is logged out/in from the PC. |
100691 |
Long calls in Quality Monitoring caused by IFAdapter. |
101757 |
ContactStore.INUM_voice search returns no results. |
101792 |
Active Agents performance issue 1. |
101825 |
Quality Monitoring Watchdog process running on BDR and will not stop. |
101831 |
Not getting the Aspect Agent ID in the correct field - UseHSExtAsID custom function. |
101844 |
Need Service Observe by Extension in the Aspect Switch configuration. |
101904 |
Issue with business rule configuration to record advisors’ calls. |
102064 |
Divide By Zero issue at export. |
102071 |
Issue with forms populating under new upgrade. |
102125 |
Audio playback media selection issue. |
102207 |
IF Connector adapter closes connection to IS. |
102214 |
When trying to record or CapTest Citrix agent, they get the pop-up however all we receive is a white screen. |
102264 |
Quality Monitoring BDR performance very slow after HF05_2 was applied. |
102276 |
Avaya PDS Dialer 4.2 - Random failed logons and missing data. |
102520 |
Search for contacts by agent last name stops at 95% when using any ID but eadmin. |
102744 |
Unable to access Quality Monitoring. |
102867 |
Quality Monitoring Issues with tagging custom property in Dialer Adapter using Concerto Ensemble / Unison (Davox) Adapter. |
102980 |
The evaluation comments are missing for all evaluations done in the 7.7 (pre upgrade time period). All comment fields are now displaying "COMMENTS" instead of their original text. |
103023 |
Contacts being marked as calibrated. |
103125 |
SA Password with Special Characters – CHF. |
Issue # |
Description |
75774 |
783 Portforward: AIMTray.exe logon issue. |
79285 |
Dialogic D/82JCT-U card on Microsoft Windows Server 2008. |
80747 |
Auditing is inserting a NULL in the Audit_Logging Table. |
81313 |
WCapW32 is not always using the Quality settings sent from Recorder. |
82309 |
Email Client will not load with JRE 6.0 Update 24. |
83060 |
Change the Legal Text for Avaya from the localized language to English. |
Issue # |
Description |
2664576 |
BDR crashes when eRecorder runs out of drive space. |
2677128 |
Number of unique WorkSpaces Recorded in last 30 days. |
2693082 |
Command service crashing. |
Issue # |
Description |
88062 |
Randomizer rules don't work properly. |
101429 |
When attempting to modify a schedule-based rule, error 1073 results. |
102944 |
Connections between WFM and QM78 are not functioning properly. |
102951 |
When viewing an Evaluation from WFM a URL error 500 is received. |
103013 |
Command service stops when users are added to a contact folder. |
103138 |
Java security warning is displayed when launching Mini-Player. |
103146 |
OEM - AIM recording has blank audio. |
103194 |
Request to delete randomizer templates when agents status changes to inactive. |
103294 |
Media channels do not initialize when the eRecorder server name exceeds 40 characters. |
103515 |
When reviewing a contact that has event data on the left, the next and previous buttons are not working. |
103568 |
The display of evaluation forms included only partial information for some users. |
103570 |
After removing JRE from JRE settings, unable to access System Admin in QM. |
103683 |
QM - Job Verint_Maintenance_Daily_ReIndexes error. |
Issue # |
Description |
90191 |
Support for KMS on Win 2008 64-bit. |
91672 |
eRecorder threads may hang when exporting contacts if the export drive runs out of disk space. |
92433 |
Performance Enhancement for Sorting in Active Agent Display |
93544 |
Intermittently, the eRecorder Audio service cannot be stopped properly. |
94674 |
Add new setting in Sys Admin to toggle Evaluation Agent Name change when a Contact is added to an Evaluation |
94675 |
Need a setting to toggle whether to remove Randomize Template and Groups associations when an Agent's status is set to inactive. |
The known issues and workarounds below may have already been corrected in a software update. Please see the latest available Hot Fixes and Patches for this release and the associated Readme or Release Note documents.
Issue |
Description |
Avaya Dialer Certificates are not being deployed by the Installation |
To support the PC 5 dialer:
1. Copy files from QM_7.8.3_10.1.2_HF002 to the [install path]\QM folder. 2. If the site is using only a PC 5 adapter on the QM system, delete the following files from the [install path]\QM folder: ý corbaServer_cert.pem ý corbaServer_key.pem ý ProactiveContactCA.pem 3. If the site is using both PC4 and PC5 adapters on the same QM system, rename the following files in the [install path]\QM folder: ý corbaServer_cert.pem to PC40_corbaServer_cert.pem ý corbaServer_key.pem to PC40_corbaServer_key.pem ý ProactiveContactCA.pem to PC40_ProactiveContactCA.pem" |
ConfigSSLForSearchWin64bit.reg for SSL has incorrect Java and QM installation paths |
The file ConfigSSLForSearchWin64bit.reg was not updated with the correct Java and QM paths during the upgrade to Hotfix Rollup 2. Complete the following procedure to correct this problem for installation on Windows Server 2008 64-bit systems:
1. Navigate to: <QM Install Directory>\Witness\QM\CAUtility 2. Using a text editor such as Notepad, open the following file: ConfigSSLForSearchWin64bit.reg. 3. Locate the tag <JAVA_PATH>. 4.
Update the tagýs path to the JRE used for the QM installation. 5.
Locate the following tag: <WITNESS_ROOT_INSTALL_PATH>,
which contains the path to the QM installation directory. 6. After the corrections are completed, save the updated file. 7. Double click ConfigSSLForSearchWin64bit.reg to add the correct settings to the Windows Registry. |
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