Welcome to Quality Monitoring 7.8 SP1 Update 715

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 6.0 Update 18	Active
JRE 6.0 Update 19	Active
JRE 6.0 Update 20	Active
JRE 6.0 Update 21	Active
JRE 6.0 Update x See NOTES below	Compatible

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_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, and 1.6.0_XX.

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Installing the Update

The update must be installed by a user with Administrator privileges.

Before installing the update, make sure that Quality Monitoring 7.8 SP1 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 218. For detailed instructions, see the Quality Monitoring Installation Guide.

3. On the database server, backup your database. For detailed instructions, see the Quality Monitoring Upgrade Guide.

4. Run the database script that came with the update:

�> For Microsoft SQL, run the following scripts:
�� - sqlsvr_patch-78-3.5.sql

�> For Oracle, run the following scripts:
�� - patch_wit78-3.5.sql

For detailed instructions, see the Quality Monitoring Installation Guide.

5. On the Quality Monitoring server, run setup.exe to install the Hot Fix Rollup for Quality Monitoring 7.8 SP1.

Setup.exe launches the MSI package, which will detect the current Quality Monitoring version. If the current version is Quality Monitoring 7.8 SP1, a message appears asking you to confirm the update.

NOTE: If the current version is not Quality Monitoring 7.8 SP1, a message appears informing you that the installation cannot continue. The installation stops when you click OK.

6. Select Yes to continue the update.

The MSI package will detect the current components and start the update.

7. After the update is complete, restart the server. When 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 Hot Fix Rollup.

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.

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Removing the Update

A user with Administrator privileges can remove the update and roll back the Quality Monitoring system to the version in use before the update was installed.

Before removing the update, make sure that Quality Monitoring 7.8 SP1 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:

> For Microsoft SQL:

a) Before this rollback can work, the xp_cmdshell command must be enabled on the MS SQL Server.

If you do not want the xp_cmdshell command enabled after the rollback completes, instructions to disable it are available at the end of this procedure.

1. To determine if the xp_cmdshell command is enabled to run, use the following SQL script:

EXEC sp_configure 'xp_cmdshell'

2. If the run_value is 1, proceed to step (b).
Otherwise, to enable the command, run the following SQL statements in the Query Analyzer:

EXEC sp_configure 'show advanced options', 1
GO
RECONFIGURE
GO
EXEC sp_configure 'xp_cmdshell', 1
GO
RECONFIGURE
GO

b) Copy the following files to the same folder:

1. sqlsvr_patch-78-3.1-rollback.sql.

2. sqlsvr_patch-78-3.2-rollback.sql.

3. sqlsvr_patch-78-3.3-rollback.sql.

4. sqlsvr_patch-78-3.4-rollback.sql.

5. sqlsvr_patch-78-3.5-rollback.sql.

6. sqlsvr_patch-78-3-rollback.sql.

7. RollbackCHF.cmd.

c) Open the sqlsvr_patch-78-3.5-rollback.sql file for editing. Change the Server Name\Instance Name, "Sa" password, Database Name for the database server. Also change the path to the script files. Save your changes and close the file.

d) Open the RollbackCHF.cmd file for editing. Change the server name\instance name (if any), username, password, and database name for the database server. Save your changes and close the file.

e) Run the RollbackCHF.cmd file to rollback the database to previous version.

f) To disable the xp_cmdshell command, run the following SQL statements in the Query Analyzer:

EXEC sp_configure 'show advanced options', 1
GO
RECONFIGURE
GO
EXEC sp_configure 'xp_cmdshell', 0
GO
RECONFIGURE
GO

> For Oracle:

a) Copy the following files to the same folder:

1. RollbackCHF.sql.

2. RollbackCHF.cmd.

3. patch_wit78-3_rollback.sql.

4. patch_wit78-3.5_rollback.sql.

5. patch_wit78-3.4_rollback.sql.

6. patch_wit78-3.3_rollback.sql.

7. patch_wit78-3.2_rollback.sql.

8. patch_wit78-3.1_rollback.sql.

9. create_temp_table.sql.

10. drop_temp_table.sql.

b) Open the RollbackCHF.cmd file for editing. Change the username, password and check the Connstring value (@QM by default) for the database server. Save your changes and close the file.

c) Run the RollbackCHF.cmd file to rollback the database to previous version.

3. On the Quality Monitoring server, open the Add/Remove Program section of the Control Panel for the operating system.

4. Select Quality Monitoring Update from the list.

5. Click Remove. A confirmation message displays.

6. Click Yes to confirm the removal of the update.

The updated modules will be removed and the system will revert to the previous release.

7. After the update removal is complete, restart the server. When 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:

8. On the supervisor machine, use the operating system control panel to open the Add/Remove Programs tool.

9. Remove the supervisor software.

10. Install the previous version of the supervisor software from the older Quality Monitoring Update or the Quality Monitoring DVD.

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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.
Click the Click here for support information link. The Version should match the installed version.

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New Features

Feature	Description
Update 353/354/369
Dialogic D/82JCT-U	Nortel Service Observe is now supported by the Dialogic D/82JCT-U card. This update includes a tool that checks the ports of the card to see if they are working or not for diagnostic purposes.� The tool is CheckStatusLineD82.exe and it is stored under .\QM781_U403_Verint\Tools.
Selective Recording CSCM	After upgrading from a Quality Monitoring with Full-time Recording (CSCM 100% Voice and QM) solution to the new Selective CSCM solution, make the following changes: � In System Administration > Root Settings > General tab, clear the QM with Full-time recording option. � Leave the Viewer Host, Web service URL, Username, and Password values as previously defined. � Run the database script listed below to trigger contacts from selective recording: o Event or Random rules with Video only will be switched to Audio and Video o Event or Random rules with Audio only should be left as previously defined �� The database scripts� are as follows: o MS SQL: QM781_U403_Verint\database\Upgrade from Fulltime to Selective Recording\Oracle\sqlsrv_patch_CCR064.sql o Oracle: QM781_U403_Verint\database\Upgrade from Fulltime to Selective Recording\MS SQL Server\ ora_patch_CCR064.sql
Avaya Dialer PC 4.0 Support	Quality Monitoring 7.8 SP1 Update 403 now supports the Avaya PC 4.0 dialer. Support for both secured and unsecured connectivity to PC 4.0 is included. Configuring the Enhancement Most of the configuration remains the same for the PC 4.0 dialer. The following configuration options require different handling: 1. IOR String � Entering the string �NameService� for the IOR String field should work with the PC 4.0 dialer. If the string does not at a specific site, have Avaya generate an IOR string from the dialer as normal. 2. Orb End Point � The following changes are required to support the SSL connection: � The protocol changes from iiop to ssliop. � An sslport option is added to the endpoint. This can be any valid, unused port on the machine. The simplest option is to use the first port after the portspan; in the example above, the portspan goes from 1595 to 1619 inclusive, so 1620 would be the first available port. Old Orb End Point: The following is an example of a standard Orb End Point setting for a version 12 or PC 3.0 dialer: iiop://verint:1595/portspan=25 New Orb End Point: The following is an example of a standard Orb End Point for a PC 4.0 dialer: ssliop://verint:1595/portspan=25/ssl_port=1620 �� 3. OverrideDialerVersion � The Dialer Version drop box does not include an option for the PC 4.0 dialer. To configure the adapter for this version, open the Custom Properties tab and add a custom property with name �OverrideDialerVersion� and value �40�.
Support for Minimum/ maximum extension length filtering and extension truncation for the Avaya Dialer	In environments where dialers are remote from the BDR, filters prevent the BDR from trying to record agents that are not located on the switch to which it is connected. Additionally when an agent logs into a remote dialer, the extension reported by the dialer typically has a prefix added to it. The prefix allows the dialer to place calls to the remote agent. The following has been added to support this remote dialer environment: � Filtering extensions in received events � Truncating extensions to a specific length Configuring the Enhancement This update adds new configuration parameters, which can be set in the Custom Properties of the adapter: 1. MaxExtensionLength � the maximum length of an extension; extensions longer than this value are ignored. 2. MinExtensionLength � the minimum length of an extension; extensions shorter than this value are ignored. 3. TruncateExtensionLength � the longest extension that will be passed through; extensions longer than this value will have the prefix truncated. The adapter will generate a warning and disable truncating if the TruncateExtensionLength value is greater than or equal to the MaxExtensionLength value (and MaxExtensionLength is set).� It will also warn and disable filtering if the MinExtensionLength value is greater than the MaxExtensionLength value (and MaxExtensionLength is set). The values set for the MinExtensionLength and MaxExtensionLength are checked before the TruncateExtensionLength value. This means that if the truncate length is set to less than the minimum, the truncated extension will still be used as long as the original extension was at least as long as the minimum (and no longer than the maximum, if that is set).
Update 403
Coaching Integration	Coaching can be integrated with Quality Monitoring as part of the foundation 10 SP3 release. Coaching integration is not available as soon as this Quality Monitoring update is released; however, this update includes changes to ensure that Quality Monitoring can integrate with the new Coaching application as soon as foundation 10 SP3 is released. Database changes have been made to allow Quality Monitoring to integrate with Coaching. You will be able to access Quality Monitoring contacts and evaluations through Coaching integration.
Security	Hackers can use techniques to exploit websites to gain access and steal or corrupt customer data. The product has now been enhanced to protect against these specific types of web threats: Cross-Site Scripting, Blind SQL Injection, Tomcat Admin Tool Removal, and Directory Listing: � Cross-Site Scripting (XSS) - a security vulnerability typically found in web applications that allows code injection by malicious web users into the web pages that are viewed by other users. Vulnerabilities of this kind have been exploited to craft powerful phishing attacks and browser exploits. � Blind SQL Injection - a technique that exploits a security vulnerability in the database layer of an application. The vulnerability is present when user input is either incorrectly filtered for string literal escape characters embedded in SQL statements or user input is not strongly typed and thereby unexpectedly executed. It is in fact an instance of a more general class of vulnerabilities that can occur whenever one programming or scripting language is embedded inside another. � Tomcat Admin Tool Removal � the tool used to administer the Tomcat container that can administer the site remotely. Since this feature is not used with Quality Monitoring, it has been removed from the install program. � Directory Listing � this vulnerability allows hackers to discover our directory structure and makes it possible for hackers to make data files and source code viewable and accessible. These files should remain hidden.
Enhanced Supervisor Installation for JRE Selection	You can now select the JRE you want to use from a list of supported JREs during the Supervisor Installation process. Full instructions are available in the Quality Monitoring Installation guide. You can download the latest Quality Monitoring documentation from Product Central.
VMWare VDI Support	Quality Monitoring supervisor and agent applications are supported on VMWare Virtual Desktop Infrastructure (VDI).
Dialogic 6.0 Service Update 218	The new Dialogic 6.0 Service Update 218 corrects D/82JCT-U recording delays. Full instructions are available in the Quality Monitoring Installation guide and the Quality Monitoring Configuration guide. You can download the latest Quality Monitoring documentation from Product Central.
Screen Capture Module Improvements	The updated version of Screen Capture Module includes the CapTest correction (Agent Capture issue when testing it by CapTest) and improves performance. The performance improvement eliminates a 5 second polling event that greatly reduces CPU processing.
Update 468
Agent Search	Agents that have been newly added to Quality Monitoring by the User Synchronization Tool are now easy to find. A new search feature allows you to search for users by Role and by Status.
Improved Notification Efficiency for System Administration Changes	Now, when System Administration creates, updates, or deletes a Workspace, Telephone and/or Workstation, the system sends only a single notification, rather than multiple notifications. The single notification contains all of the information required by the BDR to accommodate the request. This increased efficiency makes it possible for the user to create larger bulk imports and updates in System Administration. Previously, errors would occur when changes were made in bulk.
User Synchronization Tool and User Import Tool Updates	Updates have been made to the User Synchronization Tool and the User Import Tool to address the following: � UST will now process special characters and Latin characters when synchronizing user information between the Work Force Management Foundation and Quality Monitoring � UST will now process users without a supervisor defined "above" them in the hierarchy and place them under the administration node in the Quality Monitoring user hierarchy, instead of rejecting them as error cases. This will support cases where a user's supervisor is set to "blank" or set to "myself" in Work Force Management. To receive these improvements: � Install the new versions of the software: User Synchronization Tool 7.8.1.26, User Import Tool 7.8.1.32.
Technical Stack Updates	Certified support for SQL Server 2005 SP3. Client support for Windows Vista SP2 and Windows XP SP3.
IF Connector Event Filtering	Event Filtering enables the system to group similar type of calls on each of the Quality Monitoring subsystems, based on Agents or Extensions or both. This allows the contacts to be grouped for each Quality Monitoring subsystem, rather than searching among all the Quality Monitoring systems in a cluster.
IF Connector Events	IFConnector now provides the Quality Monitoring Contact Viewer with the information necessary to display a richer set of events within the playback window. In addition to the previously displayed Connected and Disconnected events, contacts created via the IFConnector adapter may now display the following additional events: � Held � Retrieved � Transferred � Conferenced � StartRecord � StopRecord � PauseRecord* � ResumeRecord* *Events only supported when used with Integration Service 7.8.3. The richer event set feature requires: � Quality Monitoring 7.8.1 (Update 468) or above installed and running on the server. � Integration Service 7.8.1 (Patch Recorder781_HFR1_27HF) or above installed and running in the contact center. � Integration Service 7.8.3 (Patch Recorder783_20HF) or above installed and running in the contact center.
Update 492
Annotations enabled for Mini-Player	You can view, add, and delete annotations using the Mini-Player.
Update 715
User Import Tool	You can use international date formats with the User Import Tool. This means that the Regional Settings on the Quality Monitoring Server can be set to any value and is not restricted to English US.
CT Connect Adapter	The CT Connect adapter supports CTC 7.5.
Extension	The maximum length of the extension has increased from 20 characters to 32 characters.
Speech Analytics	The BDR can be configured to populate custom attributes for number of holds, number of transfers, number of conferences, and total hold time per contact. These event counters are used for Speech Analytics.
IFConnector	Prior to this update, architecturally the IFConnector was a servlet in the BDR which allowed only one Integration Service to forward CTI events to Quality Monitoring. In this release, the IFConnector architecture was refactored to decouple the IFConnector from the BDR and encapsulate the functionality using the normal Quality Monitoring adapter architecture. As a result of this new architecture, multiple IFConnector connections can be created to enable more than one Integration Service system to forward CTI events to the same Quality Monitoring system.

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Fixed Issues

Issue	Description
Update 353/354
86147	Business Rules were not triggering with 'Agent Group equals something'.
88641	Users were not able to log into Quality Monitoring.
86148	Scheduled rules were not loading on multiple rules update.
88463	Rejected rules were not logged into the BDRSvc log.
87334	Received error 1261 when a call was replayed in Quality Monitoring.
87996	Randomizer rules did not work properly.
88437	Primary Agent definition and screen recording had issues.
87194	The BDR shutdown when it received a Change Notification processing timeout.
87632	Calls were blocked because of an IGNORED extension.
88019	The I3Adapter shuts down the BDR Service if an oversized ANI attribute exists.
86149	Agents were not recording properly when using CITRIX.
86729	The call duration in active agents was not accurate.
85448	Audio latency occurred during playback.
88699	The 1204 and 1189 timeout errors occurred.
89026	Channel Not Available errors occurred.
88249	Business rules based on an �Inactive� Randomizer template rule were not triggering until you cleared and reset the Activate check box.
88165	Citrix agents would not record each time.
88173	Custom attributes were not accepting alphabet characters.
85922	ERR-1370 occurred in the Admin tab.
88726	Free form text changed colors in an evaluation.
89061	The reporting timeout has been increased to accommodate administrative changes.
88251	Login page inserted records into the calendar table with a null value for activity_date field that resulted in an error message.
88661	Agents could not login.
89176	System latency occurred.
89193	Unexpected results occurred when running evaluation searches.
89322	BDRSvc log in DEBUG mode rapidly increased in size, approximately 1Gb in 10 Minutes.
89706	Capture stopped accepting connections from the Quality Monitoring server.
88678	At specific rotating times, users were unable to log into Quality Monitoring.
85982	When using Apropos, the CTI was sending duplicate keys to the BDR server.
89732	The Search Server could not start because it could not connect to the Quality Monitoring database. The issue was caused by the MS SQL named instance used port 1433, same as the default SQL port.
89938	The BDR server was not handling custom attributes properly.
89779	The BDR server had a memory leak.
Update 369
88293	Using an Aspect switch in a conference scenario, Quality Monitoring did not record the call session between Agent 1 and Agent 2 after Caller leaves the conference.
88835	There were some screen display issues in the Playback applet.
89619	The BDR could not create a Nail-Up call on ALERTING or CONNECTED events when there was no agent logged into the workspace. Now, 'CreateCallOn...' was added to handle some Nail-Up calls.
90054	Previously, when a user double clicked to open a call from a folder, the call did not remain in focus.
90058	Previously, when moving multiple representatives between supervisors, the calls would continue to go to the old supervisor�s folder.
90067	Now, after a login failure, the adapter will wait for the configured LinkChecking Timeout period (set in the adapter configuration) before trying to connect to the dialer again.
90145	Genesys Tserver was having an issue switching between servers when the Primary or Secondary role was changed.
90307	A HeartBeat property has been added to the TSAPI CTI adapter in System Administration.
90403	Quality Monitoring was not sending telephone updates to the Network Content Recorder.
90525	Search functionality was not working properly.
90533	Previously, the BDR service threw structured exceptions and then stopped. Now, the BDR service is performing properly.
90594	There was a copy/paste issue where the folders were not showing the contacts.
90798	Previously, multiple agents could interact with the same workspace, now single-agent workspace rules have been enforced.
90813	An incorrect archive error in the eRecorder log has been fixed.
90495	The Playback and Live Monitor maximum screen size has been increased to accommodate dual monitor usage.
90827	After applying Quality Monitoring 7.8 SP1 Update 403, the Skill/Queue/Agent Group values were not visible. This is now fixed.
90884	The Deactivated date value was not removed, �NULLed out�, when a user has been reactivated.
90885	The Evaluation permissions can appear different under Search Results, such as whether a supervisor has permission to delete an evaluation if it is accessed through the search results screen.
91166	The Device Extension field in Active Agents will now show the source of the event.
90653	There was a delay in displaying the Replay window in Quality Monitoring.
90999	Quality Monitoring recorded voice from the wrong switch.
91283	The screen wording in System Administration >> Data Connection was changed from: QM with full time recording � To: QM with full time recording Audio Server or Audio Server This change was needed as the only time that setting should be enabled is when the audio server product is installed. Otherwise, domain errors can occur.
91225	Call replay issues was causing replay to halt prematurely.
Update 403
90563	Duplicate agent ids can now display using an SQL query to improve troubleshooting.
91077	The Quality Monitoring logs now protect all customer data.
91501	The contact search criteria returns all agent ids, including the first agent id, during a search.
91561	During contact replay, the audio stopped unexpectedly due to synchronization issues. These issues have been corrected.
91591	When Citrix agents have more than one terminal assigned to a workspace, the incorrect terminal could be recorded.
91682	Exported AVI files can be purged after a specified number of days.
91811	Now, when a group name changes, the associated business rules update to use the new group name.
91843	Scheduled Rules now recorded as expected after the BDR restarts.
91894	Citrix Agents no longer have connection issues, and can record data normally.
91908	A timeout prevented evaluation folders containing evaluations from being deleted.
91930	The wrong error displayed when the user attempted to play a contact that had been archived. The user is now informed that the contact must be restored to be available for playback.
91971	Agents logged into a workstation only were not recorded. The BDR can now identify events using the DataConnection agent Id, which allows recording for agents who are only logged on to a workstation.
92017/91416	Quality Monitoring with Enterprise Reporting now works using SSL integration.
92392	Agents can now have multiple logon ids for a single data connection to accommodate agents who have separate logon ids for the phone and the workstation.
92399	The Search Server could not start because it could not connect to the Quality Monitoring database. The issue was caused by the MS SQL named instance used port 1433, same as the default SQL port.
92778	During contact replay, the first several seconds from the beginning of the call had been clipped; now the contact replays normally.
92655/93074	Non-eadmin users can now search evaluations.
92722	Avaya PDS Dialer Response and Completion codes are supported.
92097	Contact replay through the WFM web contact player not loads and plays the contacts normally.
92952	Quality Monitoring agent capture operates normally after the CaptestB tool has been run.
93011	The Quality Monitoring Adapter fixes have improved performance to ensure the first few seconds of a contact is recorded correctly.
Update 468
85297	Error 1370 would occur on the Admin tab in Search and Replay when the email address included an apostrophe (�).
89654	The Agent Manager tool has been enhanced to support the latest versions of capture and to provide additional information about the capture version installed on a workstation. NOTE: The tool does not support capture on a terminal server. Update Screen Capture Module to use the new version of the tool.
91414	An eRecorder component, MCRemoteInterface.cpp, incorrectly passed the segment count if a played contact contained more than 67 audio or video segments.
91683	The BDR received an �Unknown� call direction from the IFConnector adapter. The IFConnector.dll has been updated.
91748	Screen capture performance has been improved and excess handle creation has been avoided. NOTE: Update Screen Capture Module to gain this performance enhancement.
91757	The active agent display showed agent status as Not_Ready when it should have displayed After Call Work.
92330	Large workstation imports can now be handled, even when the BDR and Naming services are running during the import.
92757	The Quality Monitoring Mini-Player was not always playing the call.
92911	Users were occasionally receiving 10011 errors in Search and Replay. Improvements to the GetAllContacts command have solved this issue.
93097	CSCM events are now processed without delay.
93198	BDR shutdown due to an interlock of the main thread (Logon event into occupied workspace) and another thread (WAPI DataEvent).
93399	The system would hang when exporting an evaluation to HTML format.
93571	The BDR server has been updated to ensure calls are ending correctly and not incorrectly creating excessively long calls.
93644	Quality Monitoring was incorrectly retrieving calls from the unassigned folder. The calls in the unassigned folder are slated for deletion and should not have been retrieved.
93704	In Screen Capture Module, intermittent WRN 1292 errors occurred. These errors have been resolved.
91953	The Witness Media Channel Monitor tool did not show media information when the MCMonitorServer was started using a remote desktop client (RDC).
93735	WFM allows the user id and the supervisor id to be identical (meaning the user is their own supervisor). The User Import Tool was discarding the supervisor when the user id and the supervisor id were identical.
93774	Quality Monitoring was failing to record calls between 11:00pm to 00:01am each day.
93517	The URL is enhanced so that it does not mistakenly appear on a security scan based on properties that are not in use. Also, a null exception message is now hidden from the user to prevent extraneous information from being exposed.
93505	Changes to the 'call type' field on an evaluation form now save correctly.
93344	There was an issue deleting evaluation folders. This issue has been resolved.
93813	Siemens HiPath 4000 is now a Switch option in the Migration Tool.
93907	The Unassigned folder had contacts without content. This folder should not have stored contacts since the registry is set to not add contacts to the unassigned folder.
93955	The BDR was not able to connect to port 3082 to communicate with the Integration Framework (IFConnector). Applying patches and System Administration changes corrected this issue.
93962	The agent deactivation date changed to 1/1/1900 after a Microsoft patch was applied. Corrections made to the User Synchronization Tool fix this issue and prevent it from re-occurring.
94083	Previously, the system would become unstable when Quality Monitoring Adapters had custom attributes that pointed to non-existent data connections.
94140	The User Import Tool was importing users that were assigned to a business rule, which caused unexpected results.
38014	Previously, Quality Monitoring was unable to replay call through a Cisco VPN.
94279	AIM pause and resume commands from non-administrative users were not reaching the Integration Server. Only administrator accounts were working properly with AIM and IS. Now, all accounts work correctly with AIM and IS.
93803	Evaluations with associated contacts were very slow to open.
93398	You could not select multiple, non-consecutive contacts in Search and Replay using the CTRL button.
93968	The search service was hanging at 95% when a non-administrator user ran a search.
94204	Agent status was inconsistent. The BDR has been corrected to prevent this issue.
94339	Images for icons were missing from the Search and Replay online help.
94270	When a user password was reset, it was successful when reset, but did not work at log in. The system was using the wrong password-created date during the password reset. Now the password-creation date is the actual date that the password was reset.
38914	When updating the software from Update 354 to Update 403, the wrong login.jar version was included.
94082	Capture was not always working properly on a Citrix server. The GetBaseExecutableName() in the wwts_32.dll now returns the correct result to fix this issue.
94489	Recording issues existed with a named terminal when the agent returned after a break. A BDR update has fixed this issue.
93762	A timeout occurred when compiling a list of contacts to delete. Changes to the BDR have fixed this issue.
92692	A BDR change has fixed an issue with audio channel leaks for single step conferencing.
94336	When an employee was added to a group under �Members� and under �Shared�, and the employee became �inactive�; the system correctly removed the employee from the �Members� group. However, the system did not remove the inactive employee from the �Shared� group. The system now removes inactive employees from all appropriate groups.
94600	When both the organization and supervisor changed for an agent in WFM, UST was not correctly updating Quality Monitoring.
95029	When a user was given a role without Live Monitor Access enabled, the user could still double-click on an agent to access the live monitor screen. This has been fixed
93257	Using Alcatel TSAPI, the agent can record call classification information using transaction or business codes. This information is sent to the CTI client (TSAPI), via the CSTA protocol, encapsulated in a Call Information Event (CSTA_CALL_INFORMATION event). Now, using a custom attribute, you can view the CSTA_CALL_INFORMATION event content in Quality Monitoring.
93637	Duplicate entries created via the User Synchronization Tool and the Import User Tool were appending a �1� at the end of the agent name, rather than replacing the name as expected.
93647	In Screen Capture Module, intermittent WRN 1292 errors occurred. These errors have been resolved.
94625	Quality Monitoring can not process an attribute name that contained a period �.�. Now, System Administration prevents users from adding custom attributes that contain periods in the name.
Update 492
94943	BDR has been optimized to prevent the recording channels from getting into a permanent �Stop pending� state after Single Step Conferencing error.
95420	The Quality Monitoring BDR Service was unexpectedly terminating.
94826	Channel errors occurred after the after call work or the followup timer started.
95364	The Quality Monitoring BDR Service was stopping and restarting during workspace change notification.
95336	Recording was not working in Quality Monitoring with Full-time Recording configuration with Extension Mobility.
95735	Supervisors were not able to playback calls and were receiving errors 1144 and 1263. There were 'Media channel not available' errors in the event logs.
94682	Database upgrades have corrected agent listings on the user tree.
94638	Formatting errors occurred when emailing evaluations from Lotus Notes.
95791	Channel errors occurred during Davox Dialer calls.
95724	Error 1220 occurred during an export on a system with PCI encryption enabled.
94939	Extra characters were added to the email address when emailing an evaluation.
93611	Search not able to find all evaluations that the user is permitted to view.
95473	The contact folder name field on the form, when an evaluation is created based on that form, and that evaluation is exported to HTML or printed, the contact folder name field is not visible.
95581	New Screen Capture Module installation package prevents the security policy from preventing the service from running.
94632	Screen Capture Module received an CWitGDIDisplay exception when recording the MapKing screen shot.
92411	Unexpected permissions could occur when copying a shared contact or business rule folder to create a new folder.
94176	After a search query had been created by any user with the appropriate permissions, the queries were not available to be deleted from local supervisor PCs with JRE 1.6.0_04. The only way to delete the queries was directly from the Quality Monitoring client on the Quality Monitoring server.
94063	Intermittent playback issues; no video or audio; from the Citrix server client. Each time the issue can be resolved by closing the call in question and then replaying it again with no problems.
95464	Quality Monitoring with Audioserver; call playback cuts off after 40 seconds.
94736	The value of the Password Lifetime is now valid between 0 and 9000 in System Administration > Root Settings > Login.
95467	The description field was not being populated when importing workstations into Quality Monitoring via a CSV file.
94800	Error 8555 was received when deleting workspaces or workstations.
95311	Errors 8285 (saving a CTI adapter) and 9210 (deleting a workspace) were received in System Administration.
95345	Searches were not presenting full results.
95098	The supervisors were receiving error 1316 when playing back a call. This caused the system to freeze and required a restart of the command service.
95802	Error 1263 received when the user was playing back a call and clicked on the next button.
95295	Command Service errors prevented users from logging into Quality Monitoring until the service was restarted.
96038	Various errors occur due to the Socket Timeout default value. The value is now 30000 instead of 30.
95935	When the user selected a form to print, a popup asked the user to install an activex or java component for a site trusted by the browser.
95991	Previously, sites that used a secondary extension for the dialer logon had login and connection events ignored by Quality Monitoring. A script temporarily corrected this issue. Changes to System Administration eliminate the need for the script and provide a permanent correction for the issue.
91166 (2)	The device extension was being retrieved as the agent ID.
96115	Issues occurred when an Intercom switch was configured to allow dynamic workspaces.
95534	Users were prevented from configuring email notification in business rules.
96017	When users were reassigned to supervisors using drag and drop, the logon_id and personnel_id values were removed.
96049	Error 1177 occurred in the Search Server process.
95803	Users were unable to access the evaluations module.
Update 715
61044	Quality Monitoring did not pause screen recording during after call work.
66120/66130	The system missed some indexes on the Agent table which caused the purge feature to work incorrectly.
95439	Contact archiving error occurred: 'Failed to copy file' in the ErecAudioSvc log and in the Event log. The cause was Quality Monitoring not correctly dividing long contacts into 10-minute files.
95649	Error 20001 caused the eRecorder service to timeout.
95918	Unify unable to connect to Avaya Dialer 4.0 ssl.
95991	A script change in System Administration is required to allow secondary extensions to be used for dialer logon.
96028	The Media Utilization report included negative numbers when the server was set to a European time zone with a positive offset.
96187	Multiple calls in one call.
96298	BDR Service shut itself down with error 15950 on workspace change notification.
96318	Some contacts did not have associated INUMs.
96427	A custom softphone application was not recorded when opened on the desktop as part of video recording.
96511	Quality Monitoring stopped recording and TSAPI stopped receiving events until the BDR Service was restarted.
96674	User Synchronization Tool MigrateUsers.bat did not export EmployeeNumber and UserName into XML.
96760	Audio and video were out of sync during a live monitoring session.
96810	After DST, the scheduled recording occurred 1 hour earlier.
96929	The data drive was running out of space. The ErecAudioService loops logging "Unable to read from file" error multiple times.
97076	The IsValid API method returned ContentInvalidContent even when BDR had sent <Valid>. The call was also verified to be valid through playback.
97088	The eRecorder video service did not record correctly when the LocalContentPath value in the Registry was a URL.
97185	Quality Monitoring did not update the Registry_Key table in the Witness database when changing server names.
97234	When an evaluation email was closed (not saved or sent), the Save As filename used the evaluator�s name rather than the analyst�s name.
97312	Outbound calls were not recorded. Device type is set to ANI.
97368	User Synchronization Tool and User Import Tool did not deactivate supervisors in Quality Monitoring.
97386	WAPI's IsValidContact method returned "valid" for contacts that only had video but should have had audio as well.
97514	The Schedule Rule Change Notification sometimes crashed the BDR Service.
97588	A database error occurred when the ANI string was longer than 20 characters.
97607	AIM kept preserved values in Annotation fields between calls; cleaning the fields is now configurable.
97772	User Synchronization Tool and User Import Tool did not update I__Modified when a user became inactive. This caused problems in Enterprise Reporting.
97842	Quality Monitoring did not attach the INUM to the second segment of a blind transfer resulting in a video only contact.
97945	Error Number 8002 occurred when workspaces were created.
97950	Contact subfolders created by a user were owned by that user instead of inheriting the owner from the root folder.
97976	Contacts were only loaded for administrators.
97991	Scheduled rule did not trigger. This was caused by a memory leak in WitScheduler.
97996	Evaluations were not emailed with Lotus Notes.
98013	User Synchronization Tool and User Import Tool updated Active_Date when a user became inactive. This caused problems in Enterprise Reporting.
98033	Some Wav files remained in the \eCorder\01\Data\Temp folder.
98086	Error 3001 occurred when business rules were opened.
98133	Video recording of the transferred from agent did not stop when a call was transferred to non-video agent.
98177	Errors occurred when a supervisor accessed the agent status screen or agent rules.
98279	Quality Monitoring did not fully capture all three configured monitors; only two monitors and a portion of the third were captured.
98554	Evaluations could not be modified from the Search window.
98675	Errors 1290 and 10005 occurred when contacts were viewed and played back.
98880	Hour-limited business rules were not triggering.
98833	Video was not recording properly after a workstation name change due to a change notification issue.
98907	A second adapter could not be created using the same IOR string.
98908	Images were missing from the Search and Replay online help system.
98913	When trying to use a reject rule with exclusions, if the exclusions are not present, the rule did not trigger.
99135	Playback did not always include the entire duration of the call, often missing the last 10 seconds of content when the call was paused, stopped, and restarted.
99145	Locking and unlocking the computer caused the system to load and open the last contact for playback.
99206	The Gatherer�s buffer was increased to 16k to minimize wait times when playing back calls.
99215	Telephone playback was not working consistently.
99284	In Quality Monitoring with Full-time Recording environments, the Contact Event Times were not displayed when Quality Monitoring started recording the call. The Contact Event Times were displayed when the Full-time recorder starts recording which is incorrect.

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Known Limitations, Issues or Workarounds Relative to this Update

Issue	Description
MS SQL Database Connection	System Administration may not be able to connect to MS SQL Databases under a Named Instance. If the Database Named Instance is configured to use the default MS SQL Port (1433) in a Clustered environment, System Administration will have trouble accessing the database as configured in the Windows Registry. To correct this problem for System Administration: 1. On the Quality Monitoring server, stop Tomcat. 2. Navigate to <drive>:\Tomcat\webapps\qm\sysadmin-conf. 3. Open the database.xml file. 4. Add �;Instance=�Instance Name� � to the database connection string as follows:� <driver url="jdbc:jtds:sqlserver://<Server Name>:<Port>/witness;<Instance=[Instance Name]>" class-name="net.sourceforge.jtds.jdbc.Driver"> Be sure to include the semi-colon before entering the word �Instance�. 5. Save the file. 6. Start Tomcat. 7. Open Quality Monitoring and click System Administration to ensure it is working properly. �
VDM Agent (Virtual Desktop Manager)	In a VDI (Virtual Desktop Infrastructure) environment, the VDM Agent component can only be installed on a Windows desktop (under a Windows XP or Vista operating system, not under a Windows Server operating system). Also, VDM Agent version 2.1 does not support the Windows Vista SP1 operating system. The VDM Agent should be installed on a Windows desktop that has not upgraded from Windows Vista to Windows Vista SP1.
WSLMApplet.jsp and WSPBApplet.jsp Update	The WSLMApplet.jsp and the WSPBApplet.jsp configuration files have been updated to make sure that JRE 6.0 update 2 can install correctly. Without this update, Live Monitor can fail in a Work Force Optimization environment. These files cannot be updated using the Setup.exe file for the Quality Monitoring 7.8 SP1 Update. You can manually configure these files using the following steps: 1. Stop the Quality Monitoring Apache Tomcat service. 2. Create a backup version of the WSLMApplet.jsp file by copying the current version from: [TOMCAT_INSTALL_DIR]\webapps\qm\WSLMApplet.jsp to another location on the hard drive. 3. Create a backup version of the WSPBApplet.jsp file by copying the current version from: [TOMCAT_INSTALL_DIR]\webapps\qm\WSPBApplet.jsp to another location on the hard drive. 4. Open [TOMCAT_INSTALL_DIR]\webapps\qm\WSLMApplet.jsp for editing. � 5. Find the string 'else if (JREVersion.equals("eq:applet_1_6_0_02"))'. If the string is found, continue with step 6. If the string is missing, go to step 9. 6.�� Highlight the following paragraph under the found string �� else if (JREVersion.equals("eq:applet_1_6_0_02")) �� { �� JRECodeBase = "clsid:CAFEEFAC-0016-0000-0002-ABCDEFFEDCBA"; �� JREClassID= "JREs/jre-6u2-windows-i586-p-s.exe"; �� JpiVersion = "1.6.0_02"�� ; �� } 7.� Change the highlighted paragraph to �� else if (JREVersion.equals("eq:applet_1_6_0_02")) �� { �� JRECodeBase = "clsid:CAFEEFAC-0016-0000-0002-ABCDEFFEDCBA"; �� JREClassID= "JREs/jre-6u2-windows-i586-p.exe"; �� JpiVersion = "1.6.0_02"�� ; �� } NOTE: the only change is in the JREClassID line: �p-s.exe becomes �p.exe. 8.� Go to step 11. 9.� Find the paragraph: �� else if(JREVersion.equals("xxxxx")) �� { �� ............... �� } 10. Add the following paragraph after the one found in step 9. �� else if (JREVersion.equals("eq:applet_1_6_0_02")) �� { �� JRECodeBase = "clsid:CAFEEFAC-0016-0000-0002-ABCDEFFEDCBA"; �� JREClassID= "JREs/jre-6u2-windows-i586-p.exe"; �� JpiVersion = "1.6.0_02"�� ; �� } 11. Save the WSLMApplet.jsp file. 12. Open [TOMCAT_INSTALL_DIR]\webapps\qm\WSPBApplet.jsp for editing and repeat steps 5 through 10. 13. Save the WSPBApplet.jsp file. 14. Start the Quality Monitoring Apache Tomcat service.
Duplicate Screen Capture Module Listed in the Add/Remove Programs List	If you do not manually remove the existing version of Screen Capture Module before you install the next version, you may have two instances of the Screen Capture Module in the Add/Remove Programs list.
Update 468
JRE 6.0 Update 11 and above on Supervisor Machines	There is an issue with JRE 6.0 Update 11 and above and Quality Monitoring Playback that may arise on certain Supervisor Desktops. The issue is caused by MicroSoft DirectDraw Acceleration and certain Video Drivers. When replaying a Call with Video, the Video will disappear when first displayed. Also, the Video will disappear when the Player window loses and regains focus on the desktop. The user may get unexpected results if the user encounters this situation and continues replaying the Call. To correct this issue, add a directive to prevent the JRE from using the DirectDraw Acceleration as follows: 1. On the Quality Monitoring server, stop Tomcat. 2. Navigate to <drive>:\Tomcat\webapps\qm\xsl. 3. Open the file IE5.xsl or, if in a secure environment, IE5S.xsl. 4. Locate the template for JRE 6.0 Update 11 and above, such as: <xsl:template match="eq:applet_1_6_0_11">. 5. Navigate further down in the template and locate this line: +'<param name="MAYSCRIPT" value="TRUE"/>'. 6. Directly below that line, insert this line: +'<param name="java_arguments" value="-Dsun.java2d.d3d=false"/>'. Make sure you include the plus sign and both single and double quotes. 7. Save the IE5.xsl/IE5S.xsl file. 8. Restart Tomcat.
Manually Remove the Witcanvas.jar file	After you upgrade or update your Quality Monitoring system to 7.8 SP1, you need to delete the witcanvas.jar file on the Quality Monitoring client. This file resides in the JRE directory: .\jre\lib\ext.
Timeout Issues	If you have timeout issues when logging into Search and Replay or playing back a contact, you can add a 'Socket Timeout' DWORD value to Windows registry. Add the �Socket Timeout� DWORD under 'SOFTWARE\Witness\eQuality\Command' key. This DWORD allows you to adjust the socket timeout value, in milliseconds. The default value of the Socket Timeout is 30000 milliseconds (30 seconds).
Enterprise Reporting: Latin Characters	Users with Latin characters in the name could not launch Enterprise Reporting after logging into Quality Monitoring. To correct this issue, install the Enterprise Reporting HotFix_ER_781_CHF4.
Update 492
Exporting a Form to a File when using JRE 6.0 Update 14 or Update 16	If you are running JRE 6.0 Update 14 or 16, and you export a form to a file, the JFileChooser dialog will hang if you change the default location ("My Documents") to any other location ("D" drive).

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