TeleVantage 7.60.4997 Update Release Notes

Copyright 2010, Vertical Communications, Inc.

4/30/2010

 

This TeleVantage 7.60.4997 Update is cumulative and contains every fix or enhancement made since TeleVantage 7.00.4455.

Contents

I.                    Installation Instructions

II.                  Issues fixed in TeleVantage 7.60.4997

III.                Previous issues fixed in TeleVantage 7.50.4965

IV.                Previous issues fixed in TeleVantage 7.50.4898

V.                  Previous issues fixed in TeleVantage 7.50.4880

VI.                Previous issues fixed in TeleVantage 7.50.4860

VII.              Installation and Setup Troubleshooting

VIII.            Known Issues

 

I.                   Installation Instructions

 

Requirements for TeleVantage 7.60.4997

  • TeleVantage 7.60.4997 is cumulative and contains every fix or enhancement made since TeleVantage 7.00.4455.
  • Log into Windows using the same Windows account originally used to install TeleVantage.  That account must also have Administrative privileges.
  • If using Enterprise Manager, all connected Servers (Servers in the TeleVantage Domain) should eventually be upgraded to Enterprise Manager 7.60.4997 for best operation, but it is possible to run 7.60.4997 Servers with Servers running versions 7.00.XXX and 7.50.XXXX.
  • Other requirements are the same as listed in the Installing TeleVantage manual for TeleVantage 7.5. 
  • Installing SQL 2008 is optional and NOT required to run TeleVantage 7.60.4997

 

 

Requirements for using SQL 2008 with TeleVantage 7.60.4997

  • MSDE or SQL2000 must be updated to SP4 before installing SQL2008. If not the installation will fail and will not tell you the real reason why.
  • Clean installations of TeleVantage Server using SQL 2008 are now supported starting with this build.
  • Be sure to use the most current SQL 2008 download that includes SP1, that is the minimum version of SQL 2008 supported (10.0.2531).
  • SQL 2008 requires the following prerequisites: .net Framework 3.5 sp1 and Windows Installer 4.5 (KB942288). Ensure both of these are installed prior to beginning the SQL2008 upgrade. If upgrading from full SQL 2000, you will need to install Windows Power Shell 1.0 to the server.
    • You will also need this patch for Windows Installer 4.5 (KB958756). This fixes an issue with the Windows installer where customized properties for an .msi package installation are reset to their default value when a reboot is required during an install. More information and the hotfix can be found here:  http://support.microsoft.com/kb/958756
  • After installing SQL 2008, you’ll need to install the "SQL Server 2005 Backward Compatibility Components". This is due to the fact that we still use SQL-DMO and it was removed from SQL 2008.
    The only thing required is the "SQL Distributed Management Objects" component of the "SQL Server 2005 Backward Compatibility Components" download.  The direct link to the download is: http://go.microsoft.com/fwlink/?LinkId=123702&clcid=0x409
  • The web-based installer for SQL 2008 should be avoided – it will install SQL 2008 as a named instance and we need it to be installed as the default instance.  You will need to make sure that you use the full download for SQL 2008 to upgrade. The instance name needs to be MSSQLSERVER.

 

Installing TeleVantage 7.60.4997

If you encounter problems, please read the installation troubleshooting section below

1.   Extract the contents of the zip file to your TeleVantage 7.x Server's hard drive. Do not run any of the extracted files yet.

2.    Pick a time when you can shut your phone system down, and recover if needed (for example, after hours or on a weekend.)

3.    From the TeleVantage Administrator, select Tools > Shutdown Server and select Stop TeleVantage Server and Intel Dialogic Drivers.

4.   Back up your complete TeleVantage 7.x system, including your database and voice files. The upgrade is one way, and can not be uninstalled, so to recover to 7.x you will need to restore the entire PC image to the same TeleVantage build you were running previously. For instructions on backing up your database and voice files, see Administering TeleVantage, Chapter 12.

5.    Exit or stop all TeleVantage applications running on the Server PC including the TeleVantage Station Message Detail Recording (SMDR) Service, TeleVantage Conference Manager service and Enterprise Manager. You do not need to stop SQL services.

6.   If you will be installing TeleVantage 7.60.4997 on a Windows 2003 Server from a remote location, for example using Remote Desktop, you must first perform the following steps on the Windows 2003 Server, otherwise skip to step 7. Choose Start > Administrative Tools > Terminal Services Configuration > Server Settings, and set Delete temporary folders on exit to "No."  After TeleVantage 7.60.4997 installs successfully (e.g. you complete step 7), you should restore this setting to its original value.

7.  Run the file autorun.exe from the zip file you extracted in step 1. Select TeleVantage Server from the autorun menu, and follow the on-screen instructions.   

8.   Restart the TeleVantage Server computer even if you are not prompted to do so.   

9.   Update your TeleVantage Server's workstation applications by choosing Programs > Vertical TeleVantage> TeleVantage Workstation Setup.  Without this step, add-on applications such as the Conference Manager may fail to work after the upgrade.  All TeleVantage workstation applications on your network will automatically upgrade the next time the TeleVantage Client or Administrator is started.

10.  If you are using TeleVantage Station Message Detail Recording (SMDR) Service, run SMDRsetup.exe, from the files you extracted in step 1.

11.  If you have TeleVantage Web Services installed on the TeleVantage Server, run autorun.exe again on the Server to update TeleVantage Web Services. To do so, select TeleVantage Services from the autorun menu, and follow the on-screen instructions.

12.  From the Start menu, choose Settings > Control Panel > Services, and then start the TeleVantage Server.

13.  If you have TeleVantage Web Services installed on a PC other than the TeleVantage Server, run autorun.exe on that PC to update TeleVantage Web Services. To do so, select TeleVantage Services from the autorun menu, and follow the on-screen instructions.

14.  If you are running TeleVantage Enterprise Manager, run the file autorun.exe from the zip file you extracted in step 1. Select TeleVantage Enterprise Manager from the autorun menu, and follow the on-screen instructions. For more information, see the TeleVantage Enterprise Manager Installation and Administrator’s Guide.

15. Optional: If you would like to install SQL 2008, see the steps below.

 

Installing SQL 2008.

Download SQL 2008 w/SP1 and all of the prerequisites listed here. See Microsoft’s website to ensure you are using the proper version of SQL for the version you are upgrading from. For instance, you cannot install SQL 2008 Express “with Tools” if you are upgrading from MSDE2000.

1.      Shutdown TeleVantage and all related services, ensure none of them are set to auto start until the SQL 2008 installation is completed.

2.      Install .Net 3.5 Framework SP1, follow onscreen instructions and reboot as necessary.

3.      Install Windows Installer 4.5 (KB942288), reboot when prompted.

4.      Install the Windows Installer 4.5 Patch (KB958756) to fix a bug in KB942288.

5.      Run setup for SQL2008 and follow the onscreen prompts. Be sure that you are using a full installation package and NOT a bootstrap or web installer. During the installation, when asked for the authentication method, chose mixed mode and enter the credentials for the sa user. Be sure when the ‘instance’ to upgrade is displayed, you have MSSQLSERVER selected (or if doing a clean install, change the default instance name from SQLEXPRESS to MSSQLSERVER). Follow the on screen prompts and reboot when complete.

6.      Install the SQL Server 2005 Backward Compatibility Components, you only need the “SQL Distributed Management Objects” component from this installation.

7.      Start TeleVantage and restore the settings for any related services you may have disabled.

 

 

Installing Viewpoint on Windows 7.

The installers require admin privileges to create the necessary files and registry entries for Viewpoint, TVAdmin etc to run properly. We cannot upgrade the installers at this time to prompt the user that elevated privileges are required for proper installation.

 

1.       If you are going to install TAPI on the machine you should first ensure that you telephony settings are configured before running the Viewpoint installer. TAPI is not supported on 64bit Windows.

 

2.       For clean installs on Viewpoint on Windows 7, if you have User Account Control (UAC) turned on at any level in either Vista or Windows 7 you need to launch the installer from the netsetup folder on the server. Manually navigate to the netsetup folder and  right click on the setup file and selecting the option to 'run as administrator'. You should then get a UAC prompt asking you to authorize the program to run and allow it make the necessary changes. After installation is complete, the first time you launch Viewpoint you will need to right click on the Viewpoint shortcut and select ‘run as administrator’. This will allow Viewpoint to create the necessary registry entries that will allow Viewpoint to run.

 

3.       If you are installing TAPI through the Viewpoint installer, there is one step that may fail due to a permissions issue. If the TeleVantage tsp fails to show up on the advanced tab of phone and modem options  after the Viewpoint installer finishes you can either manually go to the advanced tab, then hit the add button to add the TSP or you can run the TAPI Configuration Wizard manually using the 'run as administrator' option and the tsp will be added automatically.

 

4.       If you have UAC completely disabled then you should be able to install normally as you would on Windows XP.

 

 

II.                 Issues fixed in TeleVantage 7.60.4997

Description

Issue #

Administrator

Error when opening T1 spans in Windows 7

TV-336

TAPI / CMA

The TAPI Service Provider and Contact Manager Assistant do not work with Windows Vista, also affects Windows 7. (Note: TAPI will not work under a 64bit OS. We cannot fully support 64bit OS’s with TeleVantage. The extent of limitations is still being researched)

6Z2NEK

Archive Recording Service

Archiving can fail if the caller ID for a recording is over 50 characters

7CGJ3C

Call Centers/ACD

Call erroneously sent to ACD User vmail when Workgroup users reject call

TV-225

Reports

Cannot run reports when using Vista and Office 2007 on TV 7.5.x, can also affect earlier version of Office when using Vista SP2.

6Z8NDG

Reports show abandoned calls as being handled. Queue call history shows an abandoned call as answered if transferred from 1 queue to another. Also, with same scenario QueueEncounter Table Result field does not show correct status.

TV-333

Server

Stations intermittently get put into hands free mode even though that feature is disabled on the server

TV-277

 

When paging large groups of SIP phone users not all stations get the page. This generally will only happen with groups of 50 or more SIP stations. A new registry setting has been created to control the previously hardcoded timeout value. Manually configure a new DWORD value under

[HKEY_LOCAL_MACHINE\SOFTWARE\Artisoft\TeleVantage\Server\Settings]
"ExtStationGoOffHookTimeout"=DWORD
Default value is 3000ms (same as original hardcoded value).

TV-331

New call log entries not being pushed to Viewpoint

TV-332

SIP

A new registry setting has been created to control alerting/ringing on receipt of a SIP 183 message. To disable alerting when a SIP 183 is received, set registry Disable_Alerting_On_SIP_183 under the HKLM/Software/Artisoftl/Televantage/Settings to 1. Set it to 0 (or remove the key) if you want the 183 to be treated the same as other 18x provisional messages.

7JLRVM

You can now configure TeleVantage to play a busy tone when receiving a 486 SIP message.  Use the following instructions to setup this configuration:  Manually configure a new multi-string value under [HKEY_LOCAL_MACHINE\SOFTWARE\Artisoft\TeleVantage\Server\sipB1] (if you have multiple spans you would need to set this per span).  Set the following registry value: 

"RouteUnavailStatus"="403,404,500,502,503,604".  Since 486 is not in the list, the TeleVantage Server will play a busy tone instead of the route unavailable message.

 

6VBTHD

t38 packets that come into the server via SIP are causing crashes in sip.dll

TV-267

 

 

III.               Previous issues fixed in TeleVantage 7.50.4965

 

Description

Issue #

ViewPoint / ViewPoint Web Access

If a call ends while a ViewPoint user is actively entering notes, the call notes will not be saved

7JKNZ9

Routing Lists can occasionally be corrupted

6TCHZC

Trunks/Hardware

An error “You do not have permission to dial that number” could occur when using one routing service to route a call to another routing service.

74ZPK7

TVServer is incorrectly putting ISDN trunks into a “No Loop Current” state

738PJ5

TeleVantage Server

TeleVantage Server error decrypting passwords causes a memory leak

72MPWG

TUI

When direct voice mail access is enabled, users cannot use the remote login feature to access their voice messages

73YL7K

AutoAttendants

When using Scheduled Actions, the AutoAttendant does not correctly process custom data

73VG6H

Call Centers/ACD

The Calls Waiting statistic in the Queue Monitor may be incorrect when TeleVantage is configured to use a routing list that calls an external number and then transfers to a queue.  If the call to the external number is not connected and the call is routed to the queue, the Calls Waiting statistic in the Queue Monitor will be permanently increased.

7H9NSL

A race condition can cause calls to be routed to a queue agent whose personal status was changed to "not available for queue calls".

7GEL56

In the Queue Monitor, the “Time on Calls” column incorrectly displays as blank

6YTLAS

When a Call Center agent is on an active call, using the ViewPoint Take Call menu option on a second call doesn't result in a connected call on trunks which are configured to connect when a call is answered

 

77L29D

Occasionally, when nth call recording is enabled, incoming callers may not hear audio when trying to reach an AutoAttendant or a DID number

753PLJ

Reports

Outbound Calls By Phone Number report does not report on calls made through SIP-to-Phone dialing services

739M5K

SIP

SIP phones configured for Auto-Answer on alerting do not go offhook for incoming calls.

7JKP5S

When you dial a whole, external number on a SIP phone and hit the Dial button, the number field in the ViewPoint Inbox view will display blank instead of the dialed number.  This occurs when a recording of the outbound call is sent to the ViewPoint Inbox.

7F3LA8

When a SIP phone is configured with multiple line appearances and receives 2 incoming calls, an attempt to use the Transfer phone button to transfer one of the calls will result in the call being indefinitely placed on hold

77UQHB

Having the Message Waiting Indicator enabled on SIP phones can cause SIP trunks to hang

7BTLF6

A caller may lose audio when his call is transferred by a Routing List final action and the person receiving the transferred call declines the call using the Aastra phone GoodBye button

76QNKH

Errors occur when using the Panaway/Clear One Max IP Phone because TeleVantage does not correctly process GMT date format

6ZSS7M

 

 

 III.                 Previous Issues fixed in TeleVantage 7.50.4898

 

Description

Issue #

ViewPoint / ViewPoint Web Access

ViewPoint could take as long as 70 seconds to launch when connecting to a TeleVantage Server that was configured with 2 Network Interface Cards

6QCNGL

Call Rules did not respect a “Partial Day” schedule

6MNPZ2

AutoAttendants

An error could occur when an incoming caller selected a menu option on the AutoAttendant that transferred to a Workgroup

6YGQ5T

Administrator

The security restriction “Hang up trunks after x failed login attempts” had a security hole that allowed a malicious hacker repeatedly try to login beyond x number of times.  This hole has been plugged.

6NQLDD

A rare timing condition related to disconnecting a call could allow a malicious hacker to log in and place calls without the proper permission to do so

6WFNRV

The format that TeleVantage used to send email notifications for new voice mail messages was not compatible with QMail

6NEJ7B

When an IP Gateway user was in Do Not Disturb, the routing list would ring the user’s phone instead of immediately going to the next action in the routing list.

6U3QBC

Call Centers/ACD

When a queue caller hung up, an agent in handsfree mode would not be offered another call until 10 seconds of standby time elapsed

6WDNV3

When an IVR plug-in transferred an incoming call to a queue, the ViewPoint Queue Monitor did not show the call as waiting in the queue

6WGT6G

Reports

Standby time was not accurately reported in the Activity History by Agent report

6XTKRH

The total number of calls on the Service Level report did not accurately reflect calls that were redirected

6S9HS9

'Duration Signed In' Totals and Averages were not accurately reported on the Queue Performance Summary by Agent report

6R72YU

SIP

Exceptions could occur when a TeleVantage SIP Server configured to use DNS SRV tried to register with a few SIP Providers

6YEM5C

TeleVantage did not ignore + signs when doing incoming SIP call DID matching

6UNJXL

TeleVantage Enterprise Manager (installed and licensed separately)

An exception could occur when switching views after sorting a column in either the Enterprise Manager administrator’s Remote Extensions or Local Extensions views

6T6HK8

 

 IV.                 Previous Issues fixed in TeleVantage 7.50.4880

 

Description

Issue #

ViewPoint / ViewPoint Web Access

Basic support for Windows Vista – you will still need to Run ViewPoint and the ViewPoint installer “As Administrator”

6UNTHS

Administrator

A database error sometimes occurred when trying to change station IDs using Tools->Adjust Station IDs

6TDNHA

Call Centers/ACD

Occasionally incoming calls to a queue configured for simultaneous ring would not ring all available agents

6VHMDL

Occasionally the queue name in the TeleVantage queue logs was displayed with random characters

6VHM84

Incoming queue calls flagged as high priority were incorrectly being handled at a lower priority when the call was offered to an available agent.

6UHKPX

If an agent had call waiting enabled and a personal status set to Available Queue Only and received a queue call transferred from another agent, the call was incorrectly sent to voice mail.

6QQSB7

Last Agent Routing did not properly distribute calls when Caller ID normalization is enabled for international calls.

6TJRPG

Reports

The User Call Trend report did not run due to a database timeout error.

6URJFH

The Trunk Usage report gave incorrect data when run for the Periods 'This Year' and 'Custom Data Range' with an Interval value of 'By Week'.

6R7P7K

TUI

Sometimes after upgrading from TV 5.x or TV 6.x, pressing *0 on a user’s phone resulted in the message "This telephone does not have an extension" even though a user was configured for that extension.

6MNK3A

Trunks/Hardware

Sometimes an unexpected Dialogic error causes H.323 trunks to crash

6T4PLN

SIP

An exception could occur when TeleVantage received an SIP INVITE that included T.38 fax.

6W7MHV

On the Aastra 480i phone with multiple lines enabled, when two incoming calls were received simultaneously, if the second line appearance was answered first, the call on the first line appearance was disconnected.

6VBQ75

TeleVantage SIP trunks could occasionally crash when a SUBSCRIBE request was received from an Eyebeam Xlite softphone

6U2TSQ

While waiting for a new outbound call to connect, users could occasionally hear a few seconds of conversation from another active call or Auto Attendant.

6RZRTK

TeleVantage Enterprise Manager (installed and licensed separately)

The following TeleVantage Enterprise Manager registry setting is now set by default to 300000 to ensure the best user replication performance:

HKLM\Software\Artisoft\TeleVantage\Enterprise Manager\
PendingAsyncCallTimeout = 300000

 

6SVL6W

 

V.                 Previous Issues fixed in TeleVantage 7.50.4860

 

Description

Issue #

ViewPoint / ViewPoint Web Access

ViewPoint icon color and resolution displayed incorrectly on PCs running Windows NT.

6RNQXM

Some calls in the ViewPoint Call Monitor incorrectly showed ‘Active’ while ringing when Queue or Agent call recording was used.

6NUH3Y

Phones

Error 0 occurred when logging on to ViewPoint on a PC using the EyeBeam SoftPhone versions 1.5.6.1 or higher.

6RMHE8

Call Centers/ACD

Due to an intermittent timing-related problem, when an incoming queue call was transferred from one queue to another, the Wait Time statistic in the Queue Monitor was not reset and did not increment to show the wait time in the 2nd queue.

6NKRPZ

TeleVantage Enterprise Manager (installed and licensed separately)

To improve Enterprise Manager performance during user replication with more than 600 local users on a single system, do the following:

§         Make sure that the User replication pause setting in the Enterprise Manager Administrator (located on the Performance tab in the Member Properties dialog box) is at least 30 seconds (the default value.)

§         Add the following TeleVantage registry setting. (For instructions, see Appendix J in Installing TeleVantage.)

HKLM\Software\Artisoft\TeleVantage\Enterprise Manager\
PendingAsyncCallTimeout = 300000

Restart the TeleVantage Server and Enterprise Manager for the new registry setting to take effect.

6RWLME

 

VI.          Installation and Setup Troubleshooting

 

Description

Issue #

If the TeleVantage Server does not appear in the Services list, open a command prompt on the TeleVantage Server, enter the following commands and then repeat step 10 of the installation instructions.

CD \Program Files\TeleVantage Server
tvserver.exe /service

n/a

The Autorun menu included with this version does not have working links for “View Readme” and the “Microsoft Data Engine” since the update release does not include those components from the CD.  If you need to use these components, refer to your TeleVantage 7.5 Master CD.

 

 

 

VII.          Known Issues

 

Description

Issue #

TAPI will not work with 64 bit operating systems

     N/A