Nortel CC MIS, CC MIS 6.0.1 Release Note
Call Center Management Information System
Release Notes
Release 6.0.1 Standard 2.0 May 2007
297-2671-211
Call Center Management Information System
Release Notes
Publication number: 297-2671-211
Product release: 6.0.1
Document release: Standard 2.0
Date: May 2007
Copyright © 2007 Nortel Networks. All Rights Reserved
The information in this document is subject to change without notice. The statements,
configurations, technical data, and recommendations in this document are believed to be
accurate and reliable, but are presented without express or implied warranty. Users must
take full responsibility for their applications of any products specified in this document. The
information in this document is proprietary to Nortel Networks.
Trademarks
*Nortel Networks, the Nortel Networks logo, the Globemark, ACD, DMS, and Meridian Call
Center MIS are trademarks of Nortel Networks.
*Microsoft, MS, MS-DOS, Windows, Windows NT, Windows 95, Windows 98,
Windows 2000, Windows XP, and Microsoft Exchange are registered trademarks of
Microsoft Corporation.
Red Hat Enterprise Linux is a trademark of Red Hat Inc.
Adobe and Acrobat are registered trademarks of Adobe Systems Incorporated.
All other trademarks and registered trademarks are the property of their respective owners.
The process of transmitting data and call messaging between the Call Center Management
Information System server and the switch or the system is proprietary to Nortel Networks.
Any other use of the data and the transmission process is a violation of the user license
unless specifically authorized in writing by Nortel Networks prior to such use. Violations of
the license by alternative usage of any portion of this process or the related hardware
constitutes grounds for an immediate termination of the license and Nortel Networks
reserves the right to seek all allowable remedies for such breach.
European Regulatory Compliance and CE Marking
The equipment is CE marked, identifying compliance with the relevant EU Directives, 89/
336/EEC for ElectroMagnetic Compatibility and 73/23/EEC for Safety.
This product is intended for deployment in a light industrial, non-domestic environment and
complies with the relevant EMC standards, EN55022 (class A) and EN50082-1. Since this is
class A equipment, in a domestic environment this equipment may cause radio interference
in which case the user may be required to take adequate measures.
Release Notes v
Revision history
May 2007
Standard 2.0 issued for CC MIS Release 6.0.1.
June 2005
Standard 1.0 issued for CC MIS Release 6.0.
January 2003
Standard version issued for CC MIS Release 5.2.2.
October 2002
Standard version issued for CC MIS Release 5.2.1.
Revision history Standard 2.0
vi Call Center Management Information System
Release Notes vii
Contents
1 How to get help 9
2 About this document 11
3 Introduction 15
Type of release . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16
CC MIS Software CD-ROM. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17
Optional CC MIS features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18
4 Software release history 19
Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20
Release 3.0 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21
Release 3.1 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22
Release 3.2 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23
Release 3.3 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25
Release 4.0 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26
Release 4.1 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35
Release 5.0 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36
Release 5.1 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47
Release 5.2 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51
Release 6.0 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 56
5 Installation overview 61
Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 62
Installation of the CC MIS server software . . . . . . . . . . . . . . . . . . . . . . . . 63
Installation of the CC MIS client software . . . . . . . . . . . . . . . . . . . . . . . . . 66
6 Fixes 69
Fixes in Software Release 6.0. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 70
Fixes in Software Release 6.0.1 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 73
Contents Standard 2.0
viii Call Center Management Information System
7 Known problems 81
CC MIS problems. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 82
ACD MIS datastream problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 82
Third-party interaction problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 83
Release Notes 9
Chapter 1
How to get help
This section explains how to get help for Nortel products and services.
Getting help from the Nortel Web site
The best way to get technical support for Nortel products is from the
Nortel Technical Support Web site:
www.nortel.com/support
This site provides quick access to software, documentation, bulletins,
and tools to address issues with Nortel products. From this site, you can:
download software and related tools
download technical documents, release notes, and product bulletins
sign up for automatic notification of new software and
documentation
search the Technical Support Web site and Nortel Knowledge Base
for answers to technical issues
open and manage technical support cases
Getting help over the phone from a Nortel Solutions Center
If you do not find the information you require on the Nortel Technical
Support Web site, and you have a Nortel support contract, you can also
get help over the phone from a Nortel Solutions Center.
In North America, call 1-800-4NORTEL (1-800-466-7835).
How to get help Standard 2.0
10 Call Center Management Information System
Outside North America, go to the following W eb site to obtain the phone
number for your region:
www.nortel.com/callus
Getting help from a specialist by using an Express Routing
Code
You can use an Express Routing Code (ERC) to more quickly route your
call to the appropriate support specialist. To locate the ERC for your
product or service, go to:
www.nortel.com/erc
Getting help through a Nortel distributor or reseller
If you purchased a service contract for your Nortel product from a
distributor or authorized reseller, contact the technical support staff for
that distributor or reseller.
Release Notes 11
Chapter 2
About this document
In this chapter
Subject . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12
Applicable systems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12
Intended audience . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12
How to use this guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12
Related information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13
About this document Standard 2.0
12 Call Center Management Information System
Subject
This Nortel Technical Publication (NTP) serves as the Release Notes for
Call Center Management Information System (CC MIS) Release 6.0.1. You
can use this document in conjunction with other NTPs issued in support of
CC MIS.
Applicable systems
This documents applies to systems running the CC MIS server and client
software.
Intended audience
This NTP is intended for individuals who are interested in the features and
capabilities of the CC MIS application.
How to use this guide
This NTP provides descriptive information about CC MIS. It contains the
following information:
Chapter 2, “About this document”—Provides an overview of this book
and lists the documentation related to the product.
Chapter 4, “Software release history”—Provides a description of the
features that were added or changed throughout the software releases.
Chapter 5, “Installation overview”—Provides a brief overview of the
installation of the CC MIS server and client software.
Chapter 6, “Fixes”—Provides a list of solved Change Requests (CR).
Chapter 7, “Known problems”—Presents any known problems within
the software release.
May 2007 About this document
Release Notes 13
Related information
This section explains where you can find additional information about
CC MIS.
NTPs
For more information about CC MIS, see the following NTPs, which
contain additional information to supplement this document:
CC MIS System Description (297-2671-150)
CC MIS Getting Started Guide (297-2671-175)
CC MIS Installation and Maintenance (297-2671-545)
Online
To access Nortel documentation online, click the Technical Documentation
link under Support on the Nortel home page:
www.nortel.com/documentation
CD-ROM
T o obtain Nortel documentation on CD-ROM, contact your Nortel customer
representative.
About this document Standard 2.0
14 Call Center Management Information System
Release Notes 15
Chapter 3
Introduction
In this chapter
Type of release . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16
CC MIS Software CD-ROM. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17
Optional CC MIS features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18
Introduction Standard 2.0
16 Call Center Management Information System
Type of release
CC MIS Release 6.0 ports the CC MIS software to the Linux operating
system. In Release 6.0, CC MIS is a software solution in which CC MIS
Release 6.0 software operates on hardware that is supplied (and maintained)
by the customer. This hardware is also known as platform vendor
independent (PVI) hardware.
CC MIS 6.0.1 introduces support for Red Hat Enterprise Linux Version 4.
CC MIS server
The CC MIS server must be running Red Hat Enterprise Linux Version 3 or
Version 4. At this time, only the English version of the operating system is
supported.
Nortel ensures that the CC MIS application is compatible with the latest Red
Hat Enterprise Linux operating system updates.
CC MIS clients
Each CC MIS client must run one of the following operating systems:
Windows XP Professional
Windows 2000 Professional
ATTENTION
Windows Vista is not currently supported.
May 2007 Introduction
Release Notes 17
CC MIS Software CD-ROM
The CC MIS Software CD-ROM for Release 6.0.1 includes the following:
CC MIS server application software
CC MIS client application software
CC MIS NTPs
Preinstallation script (for server installation)
Adobe Acrobat Reader 5.0.5 (for viewing NTPs)
Note: Adobe Acrobat Reader is required to view the NTPs on the
CC MIS Software CD-ROM. Version 5.0.5 of the Acrobat Reader
software is included on the CD-ROM.
Introduction Standard 2.0
18 Call Center Management Information System
Optional CC MIS features
The following features are optional purchases. This document and related
CC MIS documents address these features. Verify with the distributor
whether your system is equipped with these features.
Multiple Partitions
Multiple Data Links
Language Options (French and Spanish)
Link Redundancy
Terminal Capacity
Networking
Simple Network Management Protocol (SNMP)
Release Notes 19
Chapter 4
Software release history
In this chapter
Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20
Release 3.0 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21
Release 3.1 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22
Release 3.2 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23
Release 3.3 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25
Release 4.0 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26
Release 4.1 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35
Release 5.0 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36
Release 5.1 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47
Release 5.2 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51
Release 6.0 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 56
Software release history Standard 2.0
20 Call Center Management Information System
Introduction
This chapter describes the software changes that occurred from Release 3.0
to Release 6.0. It includes the changes made or feat ures added in the
indicated release.
May 2007 Software release history
Release Notes 21
Release 3.0
Release 3.0 provided the following new features and enhancements:
Multiple Tenant Partitions (This is a purchasable item.)
changes in Configuration Control windows
Configuration Updates moved to the Maintenance interface
permanent Agent Detail window
enhanced Agent Status window
supplemental DN pegging
Avg Not Rdy Formula chan ged
support for 2-GB hard drive
maintenance printer can use the parallel port
Disk Mirroring (implemented using a RAID hardware.)
Posns Waiting and Agents Available
user documentation enhancements
The following features were added in Release 3.0 and are standard with
Release 4.0.
Automatic Position Reassignment (APR)
Batch Change Supplement (BCS) 35 support
enhanced agent and group status
shift and 24-hour real-time statistics
increased report definitions (up to 500)
Windows-based Configuration Control screens
One partition
Software release history Standard 2.0
22 Call Center Management Information System
Release 3.1
CC MIS Release 3.1 provided the following changes and enhancements:
Employee ID—The Employee ID field was added to the Agent
Definition screen. In this field, you can enter an employee ID for each
agent (up to 14 characters). You can then use this employee ID as a key
in custom tabular and graphical reports. The Employee ID field also
appears in the Agent Database report.
Group Ordering—With this feature, supervisors can set a preference for
the order in which Automatic Call Distribution (ACD) groups are
presented in reports and real-time displays (Queue Statistics and Agent
Status).
Flexible Directory Number (DN) formatting—With this feature, a
customer-defined template determines DN formatting. Leading zeros are
no longer removed from the DNs that are less than 10 digits.
Real-time Display Refresh enhancements—Real-time displays
(24-hour and shift) are no longer initialized to zero when CC MIS shuts
down. These statistics are restored immediately following system
startup. (This only applies to controlled shutdowns.)
Updates to statistics names and headings.
May 2007 Software release history
Release Notes 23
Release 3.2
Release 3.2 provided the following new features and enhancements:
Simple Network Management Protocol (SNMP) feature—The SNMP
feature was added to the Supervisor and Maintenance interfaces. With
this feature, managers can view information about network components.
This is a purchasable option.
Note: Due to the technical nature of the SNMP capability, Nortel
recommends that administrators and users of this feature have a
background in network management and the SNMP protocol.
You can access the SNMP feature in the Maintenance interface from the
Configuration menu. In the Supervisor interface, the feature is enabled in
the Privilege Level Definition window and is accessed by the supervisor
using the Displays > Alarms option from the CC MIS main menu.
This is the starting point for all SNMP-related activities at the partition
level, including the following:
alarm definition and maintenance
SNMP community setup and maintenance
SNMP Management Information Base (MIB) file transfer
Forced Agent Timers—Agent timers were added for agents in a forced
state in the Agent Status screen.
Modified administration screens
Enhanced user documentation
Enhancement to spectrum data—Prior to Release 3.2, spectrum data was
normalized and did not always add correctly. Starting in Release 3.2, the
spectrum data is no longer normalized.
Two new system reports—Alarm Definition and Schedule Definition
database system reports.
Software release history Standard 2.0
24 Call Center Management Information System
Enhancement in display of ACD Group names in screens and reports
New ACD-DN key fields (AGT ID and AGT NAME)
Network Time Protocol—Administrators can now specify reliable time
servers for the CC MIS system.
May 2007 Software release history
Release Notes 25
Release 3.3
Release 3.3 provided the following new features and enhancements:
support for French
enhancement to Walkaway Code treatment
fixes for reported problems
Software release history Standard 2.0
26 Call Center Management Information System
Release 4.0
Release 4.0 provided the following changes and enhancements:
Corrections for problems reported in CC MIS Releases 3.1 and 3.2.
Notes:
1. Text interface was removed and is no longer supported.
2. Graphic reports must be sent to PC-attached printers.
Maintenance interface
General changes to the Maintenance interface include:
Physical Node Status—The Physical Node Status was added in View
System Monitor to assist in diagnosing CC MIS ne tworking problems.
System Identification—Maintenance menus now include the system
name in the title, for easy system identification.
Logon Support—The new Physical Network Login screen provides
access for logging on to other nodes in the CC MIS physical network.
Backup and Restore—The Backup and Restore functions were modified
to reflect the change in the name of the System Database to the
Definitions Database.
The changes made to the Configuration section of the Maintenance interface
include:
Networked CC MIS Configuration—Two new customer options were
added to the install tape to indicate whether a physical node is a Network
Node and the maximum number of Network Access Partitions (NAP)
that can be configured on the node.
Network Name—This field was added to System Configuration to define
the network and provide network security.
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