.Release Notes v13.5.2
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Release Summary
This release includes bug fixes related to the Synchronizer startup & the Historical Stats.
Fixed Issues
Issue Summary | JIRA Issue | Status |
|---|---|---|
| Answered call value is incremented when a call is in Queue. | CMD-100 - Getting issue details... STATUS | Fixed |
| Historical Stats missing when a Synchronizer completes its cycle before the call ends. | EAP-11641 - Getting issue details... STATUS | Fixed |
| On startup, Syncronisor sync all stats from UCCX instead of the last 14 days records. | EAP-11643 - Getting issue details... STATUS | Fixed |
| For a call that is received on Queue1 and dequeued, answered on Queue2, the historical stats for Calls Received on Queue1 are not updated | EAP-11612 - Getting issue details... STATUS | Fixed |
| For a call that gets abandoned from the customer after being dequeued, the historical stats are not updated properly for the queues from which the call was passed | CMD-96 - Getting issue details... STATUS | Fixed |
Opened Issues
Issue Summary | JIRA Issue | Priority | Workaround |
|---|---|---|---|
| If an agent's First Name is not set in CUCM, the data table gadget will not populate any data when the "First Name" column is selected for display | CMD-72 - Getting issue details... STATUS | MAJOR | Restart the Agent service |
| When deployed in HA, sometimes the Synchronizer component gets stuck for 2-5 minutes, due to unknown reasons. It then resumes functioning normally. | EAP-11427 - Getting issue details... STATUS | MINOR | It starts working automatically |
| Font sizes look smaller when there're a minimum number of cards being displayed in the gadget | EAP-11595 - Getting issue details... STATUS | MINOR | It is adjusted according to the maximum number of cards that may appear in each square box |
| If there is a lesser amount of data for one category of the current state attribute (response distribution ratio between "Ready", "Not Ready", "Talking"), the label of that current state value does not appear on the gadget. | EAP-10434 - Getting issue details... STATUS | MINOR | This issue is observed rarely based upon the total sample group of all state values and the ratio among them. The legend keys showing which slice represents what is still available on the bottom of the gadget. |
| Sometimes in template five, the agent State names do not appear properly for PIE & Doughnut charts | EAP-11424 - Getting issue details... STATUS | MINOR | |
| The speedometer needle moves to the left from zero for SLA values less than 10. | EAP-11423 - Getting issue details... STATUS | MINOR | |
| The duration of the success message on the "Application Settings" screen is shorter than expected | EAP-10810 - Getting issue details... STATUS | MINOR | |
| Some permissions related to "Application Settings"(i.e. "Create" and "Delete") are of no use at the moment and reserved for the future. | EAP-10790 - Getting issue details... STATUS | MINOR | Do not assign these permissions (Application setting create and delete) to any user |
| When the non-active VM or synchronizer comes up after failover, the stats on the gadget become zero for a few seconds and get updated later | EAP-10126 - Getting issue details... STATUS | MINOR | No workaround |
| If the user has saved the password with the Keep me logged in option, the login button starts appearing as disabled whenever the user comes again on the login page. | EAP-9753 - Getting issue details... STATUS | MINOR | Just click on the password field and press enter to log in. |
| If all permissions are deleted from a role, then the user also automatically gets removed from the role having no permissions in it | EAP-9634 - Getting issue details... STATUS | MINOR | Delete only the unnecessary permissions or add desired permissions in the role and reassign the role to the user |
| You cannot delete the default roles assigned to a user. The default roles are, "Agent" and "Supervisor". | EAP-10092 - Getting issue details... STATUS | MINOR | Create a new Role and add Users to it |
| The "Updated On" date field on the Dashboard List page cannot be translated. | EAP-9993 - Getting issue details... STATUS | MINOR | The date is visible in the English format |
When the network connectivity breaks down between the Synchronizer and UCCX, all of the stats being displayed on the Wallboard will become zero after 1 minute. The stats are updated again when the connectivity is restored | CMD-77 - Getting issue details... STATUS | MINOR | No workaround |
| Plus sign is not visible to browse the user's profile picture | CMD-79 - Getting issue details... STATUS | MINOR | Use Google Chrome browser |
| The state duration time in an Agent Service is sometimes 5 to 6 sec ahead | CMD-58 - Getting issue details... STATUS | MINOR | The issue exists only with CCX version 12.5. |
| The SSO configurations are enabled, but for UMM you cannot login with Contact Center Agents | EAP-11603 - Getting issue details... STATUS | MINOR | Plan for the next release |
Tested Cases
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The following scenarios are tested and verified with CCX's RtCSQsSummary table and CUIC Historical Reports Contact Service Queue Activity, Contact Service Queue Activity by Interval, Contact Service Queue Priority Summary Report.
| # | Scenarios | Real-time Stats | Historical Stats (line/bar charts) |
|---|---|---|---|
| 1 | Call is received on Queue A and connected to Agent A | Queue A: Calls Received = 1 Calls Answered = 1 | Queue A: Calls Received = 1 Calls Answered = 1 |
| 2 | Call is received on Queue A, got RONA on Agent A, and got Abandoned | Queue A: Calls Received = 1 Abandoned = 1 Answered = 0 | Queue A: Calls Received = 1 Abandoned = 1 Answered = 0 |
| 3 | Call is received on Queue A and Blind-transferred from Agent A to Agent B of Same Queue via Extension (Agent B accepts the call) | Queue A: Calls Received = 1 Calls Answered = 1 | Queue A: Calls Answered = 1 |
| 4 | Call is received on Queue A and Blind-transferred from Agent A to Agent B of Same Queue via Extension (Calls gets Abandoned before Agent B Answer the call) | Queue A: Calls Received = 1 | Queue A: Calls Received = 1 |
| 5 | Call is received on Queue A and Blind-transferred from Agent A to Agent B of Same Queue via Queue DN (Agent B accepts the call) | Queue A: Calls Received = 2 | Queue A: Calls Received = 2 |
| 6 | Call is received on Queue A and Blind-transferred from Agent A to Agent B of the same Queue via Queue DN (Calls gets abandoned before Agent B Answer the call) | Queue A: Calls Received = 2 | Queue A: Calls Received = 2 |
| 7 | Call is received on Queue A and Blind-transferred on the agent of Queue B via Extension (Agent B accepts the call) | Queue A: Calls Received = 1 Queue B: Calls Received = 0 | Queue A: Calls Received = 1 Queue B: Calls Received = 0 |
| 8 | Call is received on Queue A and Blind-transferred on the agent of Queue B via Extension (Calls gets Abandoned before Agent B Answer the call) | Queue A: Calls Received = 1 Queue B: Calls Received = 0 | Queue A: Calls Received = 1 Queue B: Calls Received = 0 |
| 9 | Call is received on Queue A and Blind-transferred on the agent of Queue B via Queue DN (Agent B accepts the call) | Queue A: Calls Received = 1 Queue B: Calls Received = 1 | Queue A: Calls Received = 1 Queue B: Calls Received = 1 |
| 10 | Call is received on Queue A and Blind-transferred on the agent of Queue B via Queue DN (Calls gets Abandoned before Agent B Answer the call) | Queue A: Calls Received = 1 Queue B: Calls Received = 1 | Queue A: Calls Received = 1 Queue B: Calls Received = 1 |
| 11 | Call is received on Agent A of Queue A and Consult-transferred to Agent B of the same Queue via Extension (Agent B accepts the call) | Queue A: Calls Received = 1 | Queue A: Calls Received = 1 |
| 12 | Call is received on Agent A of Queue A and Consult-transferred to Agent B of the same Queue via Queue DN (Agent B accepts the call) | Queue A: Calls Received = 2 | Queue A: Calls Received = 2 |
| 13 | Call is received on the agent of Queue A and Consult-transferred on the Agent of the Queue B via Extension (Agent B accepts the call) | Queue A: Calls Received = 1 Queue B: Calls Received = 0 | Queue A: Calls Received = 1 Queue A: Calls Received = 0 |
| 14 | Call is received on the agent of Queue A and Consult-transferred on the Agent of the Queue B via Queue DN (Agent B accepts the call) | Queue A: Calls Received = 1 Queue B: Calls Received = 1 | Queue A: Calls Received = 1 Queue B: Calls Received = 1 |
| 15 | Call is received on Agent A of Queue A and Conference is made to Agent B of Queue A via Extension | Queue A: Calls Received = 1 | Queue A: Calls Received = 1 |
| 16 | Call is received on Agent A of Queue A and Conference is made to Agent B of Queue A via Queue DN | Queue A: Calls Received = 2 | Queue A: Calls Received = 2 |
| 17 | Call is received on Agent A of Queue A and Conference is made to Agent B of Queue B via Extension | Queue A: Calls Received = 1 Queue B: Calls Received = 0 | Queue A: Calls Received = 1 Queue B: Calls Received = 0 |
| 18 | Call is received on Agent A of Queue A and Conference is made to Agent B of Queue B via Queue DN | Queue A: Calls Received = 1 Queue B: Calls Received = 1 | Queue A: Calls Received = 1 Queue B: Calls Received = 1 |
| 19 | Call is received on Queue A, got RONA on Agent A, and got Dequeued for Queue B (Agent B answered the call) | Queue A: Calls Received = 1 Queue B: Calls Received = 1 | Queue A: Calls Received = 1 Queue B: Calls Received = 1 |
| 20 | Call is received on Queue A, got RONA on Agent A, and got Dequeued for Queue B (Calls gets Abandoned before Agent B Answer the call) | Queue A: Calls Received = 1 Queue B: Calls Received = 1 | Queue A: Calls Received = 1 Queue B: Calls Received = 1 |
| 21 | Call is received on Queue A, got RONA on Agent A, got Requeued and Answered by another agent | Queue A Calls Received = 1 Calls Answered = 1 Calls Abandoned = 0 | Queue A Calls Received = 1 Calls Answered = 1 Calls Abandoned = 0 |