Welcome to Quality Monitoring 10.1 SP2 Update 401


These release notes contain the following topics:

·          Applicable Versions

·          Applicable Servers

·          Contents

·          Client JREs

·          Installing the Update

·          Removing the Update

·          Identify the Version

·          New Features

·          Fixed Issues

·          Known Limitations, Issues or Workarounds Relative to this Update

Applicable Versions


To apply this update your system must be running Quality Monitoring 10.1 SP2.

For more information, see Identify the Version.

Top of Page

Applicable Servers


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.

Top of Page

Contents


This update contains the following components:

·         Quality Monitoring Update (which includes the MSI)

·         Quality Monitoring Supervisor Installer

·         Quality Monitoring Diagnostic Tools

Top of Page

Client JREs


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
See NOTES below

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:

·         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.

Top of Page

Installing the Update


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.

Top of Page

Removing the Update


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.

Top of Page

Identify the Version


To verify which release or service pack you have, do one of the following:

·         Click About on the Login window

·         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.

Top of Page

New Features


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

Top of Page

Fixed Issues


Update 320 Fixed Issues

·         ESR Fixed Issues

·         QA Fixed Issues

·         QC Fixed Issues

Update 320 ESR Fixed Issues

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.

Update 320 QA Fixed Issues

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.

Update 320 QC Fixed Issues

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.

Update 401 Fixed Issues

·         ESR Fixed Issues

·         QA Fixed Issues

·         QC Fixed Issues

Update 401 ESR Issues

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.

Update 401 QA Issues

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.

Update 401 QC Issues

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.

Top of Page

Known Limitations, Issues or Workarounds Relative to this Update


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:

·         corbaServer_cert.pem

·         corbaServer_key.pem

·         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:

·         corbaServer_cert.pem to PC40_corbaServer_cert.pem

·         corbaServer_key.pem to PC40_corbaServer_key.pem

·         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 tag’s path to the JRE used for the QM installation.

For example, if you were using JRE 1.6.0_18 the path could be:
C:\\Program Files (x86)\\Java\\jre1.6.0_18

NOTE: Be sure to include double backslashes before each directory name.

5.    Locate the following tag: <WITNESS_ROOT_INSTALL_PATH>, which contains the path to the QM installation directory.

For example if QM was installed in “C:\Program Files (x86)\Witness\QM”,
the new value for the tag would be:
C:\\Program Files (x86)\\Witness\\QM\\

NOTE
: Be sure to include double backslashes before each directory name.

6.    After the corrections are completed, save the updated file.

7.    Double click ConfigSSLForSearchWin64bit.reg to add the correct settings to the Windows Registry.

DISCLAIMER: Please read before your installation. Only you, a Verint Systems technician or authorized Verint Systems partner trained to install this Verint Systems software should install this software. In the event you decide to install this software, before installing you should read the instructions included in the readme file (or other documentation), and contact your local Verint Systems' Support Center or authorized Verint Systems partner with any questions. In the event you do not follow our instructions on installation, or installation is not performed by a Verint Systems authorized individual, Verint Systems may, in addition to any subscription support fees paid by you, charge you additional fees to correct those errors.

© 2012 Verint Systems, Inc. All rights reserved.

Top of Page