TeleVantage 8.10.5647 Update Release Notes

Copyright 2011, Vertical Communications, Inc.

04/17/2011

 

This TeleVantage 8.10.5647 Update is cumulative and contains every fix or enhancement made since TeleVantage 8.00.5556.

Contents

I.         Installation Instructions

II.         Issues fixed in TeleVantage 8.10.5647

III.        Issues fixed in TeleVantage 8.00.5586

IV.       Installation and Setup Troubleshooting

 

I.                   Installation Instructions

 

Requirements for TeleVantage 8.10.5647

 

Requirements for using SQL 2008 with TeleVantage 8.10.5647

 

Requirements for using Windows Server 2008 with TeleVantage 8.10.5647

 

Installing TeleVantage 8.10.5647

 

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

1.   Extract the contents of the zip file to your TeleVantage 8.00.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 8.00.x system, including your database and voice files. The upgrade is one way, and can not be uninstalled, so to recover to 8.00.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 8.10.5647 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 8.10.5647 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.      If this was a clean installation of SQL2008 and not an upgrade you will also need to enable xp_cmdshell and ole automation. This can be done via command line as outlined in the previous links or via the SQL Server Management Studio under facet, surface area configuration.

8.      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.
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.

 

2.      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.

3.      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 8.10.5647

 

 

Description

Issue #

ViewPoint / ViewPoint Web Access

Viewpoint only launching one time after installation on Windows 7

TV-372

Call log entries not being pushed to Viewpoint

TV-326

Multiple-step operation generated errors when accessing call log view

TV-352

Trunks/Hardware

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

738PJ5

Archive Recording Sevice

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

7CGJ3C

TV Archive service fails if running on an OS using non-US regionalizations settings

TV-358

Dialogic Drivers

New Service Updates for SR6 and HMP 3.0 are included with this release:

SR6 SU 258

HMP 3.0 SU 298

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

TeleVantage Server

Dialogic log files not collected when running TV 8.x

TV-8

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

TV-227

TeleVantage Enterprise Manager

In some configurations, calls transferred to a gateway user via final action in routing list are not routed properly

TV-349

TeleVantage Administrator

Intermittent error deleting users from TVadmin

TV-374

Error when opening T1 spans in Windows 7

TV-341

Intermittent errors when scrolling through call logs in TeleVantage Administrator

TV-355

Call Centers/ACD

High CPU usage with large call centers

TV-375

When using 'Skills Based Routing', a race condition could cause 2 calls to be simultaneously routed to the same agent.

TV-367

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

TV-225

Calls waiting in queue monitor showing the wrong number of calls

TV-300

Reports

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

SIP

Receiving a message with no TO in the header crashed the SIP stack

TV-371

Unexpected data in the RTCP field caused some calls to drop

TV-366

Inbound caller ID name not always picked up when not being delivered in the P-asserted-identity field.

TV-359

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

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

TV-267

III.                 Issues fixed in TeleVantage 8.00.5586

 

 

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

7JKP2X

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.

7KJQPM

HMP 3.0 trunks get into a hung state

7C3Q8H

Dialogic Drivers

New Service Updates for SR6 and HMP 3.0 are included with this release:

SR6 SU 215

HMP 3.0 SU 241

Archive Recording Service

Archive Recording service can try and store more recordings in a folder than Windows can handle resulting in service failure

TV-111

TeleVantage Server

TeleVantage Server error decrypting passwords causes a memory leak

7DHU3L

TeleVantage Administrator

For HMP 3.0 support, TeleVantage Administrator now allows for the configuration of up to 500 SIP trunks per span

TV-268

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.

7K6L3M

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

7JKP48

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

7BCJU8

Reports

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

7BEUU5

SIP

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

6TERKK

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.

7FVLHF

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

7JKRCY

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

7DGKA5

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.

TV-148

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

IV.          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