Release Note

Alcatel-Lucent OmniPCX Enterprise

Release 10.3.92.1

TC2059 ed.01

CCS_RELEASE NOTES FOR OMNITOUCH

CCSUPERVISION R10.3.92.1

This document gives all necessary information concerning CCSupervision for release 10.3.92.1

Revision History
Edition 1: May 20, 2015

creation of the document

Legal notice:
Alcatel, Lucent, Alcatel-Lucent and the Alcatel-Lucent logo are trademarks of Alcatel-Lucent.
All other trademarks are the property of their respective owners.
The information presented is subject to change without notice.
Alcatel-Lucent assumes no responsibility for inaccuracies contained herein.
Copyright 2015 Alcatel-Lucent. All rights reserved.

Table of contents
1 Definition of CCSupervisor 10.3.92.1 delivery ............................................................................................ 3
2 Compatibility ........................................................................................................................................... 3
2.1 Compatibility with Citrix and Windows Terminal Server ........................................................................ 3
2.1.1 Notes on CCS Management for Citrix - CCS 10.1.90.2 and above ................................................... 3
2.1.2 Notes on CCS Management for Windows Terminal Server.............................................................. 4
2.1.2.1 CCS 10.3.92.0 and above .................................................................................................................... 4
2.2 Compatibility with Microsoft Excel 2007 .............................................................................................. 4
2.3 Compatibility with Microsoft Excel 2007 SP2, 2010 ............................................................................... 4
2.4 Compatibility with Microsoft Excel 2013 .............................................................................................. 5
2.5 Compatibility with External CCS Server ............................................................................................... 5
2.6 Compatibility Compatibility with applications utilizing CCS RTI .............................................................. 5
3 New features .......................................................................................................................................... 6
3.1
3.2
3.3
3.4
3.5
3.6
3.7

Compatibility with OXE R11.1 MD1 (OXE L1 ) patch02 ......................................................................... 6

Compatibility with Windows 2012 ....................................................................................................... 6
Voices guides management feature .................................................................................................... 6
Voice Guide Management Rights. ....................................................................................................... 9
OXE CCD new provisioning limit support ........................................................................................... 10
CCS provisioning limits for multi sites ................................................................................................ 10
ASM script Editor ............................................................................................................................. 10

4 Correction list ....................................................................................................................................... 10

Alcatel-Lucent OmniPCX Enterprise - Release 10.3.92.1

CCS_Release Notes for omnitouch CCSupervision R10.3.92.1

Copyright 2015 Alcatel-Lucent. All rights reserved

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1 Definition of CCSupervisor 10.3.92.1 delivery

Release date : September 2014
This CCSsupervisor delivery include 1 CDrom :
CCS

Version 10.3.92.1

ASM Script Editor

Version 10.0.0

CC Ticket Analyser

Version 10.1.0

2 Compatibility
2.1 Compatibility with Citrix and Windows Terminal Server
This release is compatible with Citrix Presentation Server 4.5 installed on Microsoft Windows Server 2003.
This release is compatible with Citrix XenApp 6.5 installed on Microsoft Windows Server 2008 R2.
This release is compatible with Windows Terminal Server.

2.1.1 Notes on CCS Management for Citrix - CCS 10.1.90.2 and above
CCS should be installed on the computer under administrator account.
Once the CCS is installed and configured, administrator should copy CCS.INI file from the directory related to
administrator account, to user-related directory depending on selection during installation process .
Next, CCS application should be published under Citrix environment and Citrix users to be granted specific
rights. Refer to the Citrix user manual for details.
For each new user that connects to CCS through Citrix, the separate CCS configuration file CCS.INI is to be
created.
This file is located in user-dependent location:
Windows 2003 :
Documents and Settings/_username_/Local Settings/ApplicationData/Alcatel/CCSupervisor or
Documents and Settings/_username_/Windows/CCSupervisor,
Windows 2008 R2 :
Users/_username_/AppData/Alcatel/CCSupervisor or

Users/_username_/Windows/CCSupervisor,
Exact location depends on the selection during installation process.
After CCS starts first time from administrative account and is configured properly, administrator should quit
CCS in order initial configuration file to be created.
Administrator should then edit CCS.INI file relative to each user.
The key "my_name" under section [network] in this file should be redefined. Each user must have unique
value for this key.

Alcatel-Lucent OmniPCX Enterprise - Release 10.3.92.1

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2.1.2 Notes on CCS Management for Windows Terminal Server

CCS should be installed on the computer under administrator account.
Once the CCS is installed and configured, administrator should copy CCS.INI file from the directory related to
administrator account to user-dependent folder, depending on selection during installation process .
For each new user that connects to CCS through Windows Terminal Server, the separate CCS configuration file
CCS.INI is to be created.
This file is located in user-dependent location:
Windows 2003 :
Documents and Settings/_username_/Local Settings/Application Data/Alcatel/CCSupervisor
Windows 2008 R2 :
Users/_username_/AppData/Alcatel/CCSupervisor
After CCS starts first time from administrative account and is configured properly, administrator should quit
CCS in order initial configuration file to be created.
Administrator should then edit CCS.INI file relative to each user.
The key "my_name" under section [network] in this file should be redefined. Each user must have unique
value for this key.

2.1.2.1 CCS 10.3.92.0 and above

CCS 10.3 92.0 and above, supports also Windows 2012 R2 as a terminal server platform.
In this case, CCS.INI is located in user-dependent location:
Windows 2012 R2 :
Users/_username_/AppData/Alcatel/CCSupervisor

2.2 Compatibility with Microsoft Excel 2007

Since version 10.1.90.1, CCS is again compatible with Microsoft Excel 2007 w/o SP2 and before, if specified so
during CCS installation.

2.3 Compatibility with Microsoft Excel 2007 SP2, 2010

Since version 10.1.90.1, CCS is again compatible with Microsoft Excel 2007 w/o SP2 and before, if specified so
during CCS installation. A specific set of templates is automatically installed by CCS Setup.
The format of report template files supplied with CCS remains unchanged (i.e. Excel 97-2003 Workbook). If
the user changes predefined template files, they should be saved in Excel 97-2003 Workbook format.

Note

New ccs.ini options: XLRestartOver=50 and XLMakeVisible=1 are mandatory for Excel 2010.
Those options are set in ccs.ini by default.

Alcatel-Lucent OmniPCX Enterprise - Release 10.3.92.1

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2.4 Compatibility with Microsoft Excel 2013

Since version 10.2.92.0, CCS is compatible with Microsoft Excel 2013.

Note

New ccs.ini options: XLRestartOver=50 and XLMakeVisible=1 are mandatory for Excel 2013. Those
options are set in ccs.ini by default.

Excel 2013 version used for SW pre check: 15.0.4621.1000, 64-bit.

Generation of reports using Excel 2013 is more time-consuming compared to previous Excel
versions. Therefore its not recommended to include more that 2000 reports for daily
statistics request. If more is needed, different CCS workstations to be used.

CCS supports Excel 2013 32- and 64- bit for reporting. It is recommended to run 64-bit version
of Excel 2013 due to memory consumption.

2.5 Compatibility with External CCS Server

CCS 10.3.92.0 and above is compatible with External CCS Server R10.X.

2.6 Compatibility Compatibility with applications utilizing CCS RTI

Since v. 10.3.92.0, for customer applications utilizing CCS RTI SDK and launched as Windows Service from
Local System account, ccs.ini file has to be placed under the following folder:
Windows 2012 R2:

Windows\SysWOW64\config\systemprofile\AppData\Local\Alcatel\CCSupervisor
If customer application utilizing CCS RTI SDK is launched as a Windows Service from Windows user account,
or if customer application is a usual Windows program running from Windows user account, ccs.ini to be
retained in default folder.

Alcatel-Lucent OmniPCX Enterprise - Release 10.3.92.1

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3 New features
3.1 Compatibility with OXE R11.1 MD1 (OXE L1 ) patch02
In OXE release R11.1 MD1 (OXE L1), AFE/CCS protocol version remains 92 but patch version is 02.

New functionality relative to voice guide management is present with this protocol and patch version.

Warning
It is not allowed to connect CCS in multisite mode simultaneously with several OXEs if versions are
running different protocols.

3.2 Compatibility with Windows 2012

CCS 10.3.92.1 is compatible with Windows 2012 R2 :
Standalone mode
Terminal Services mode
for applications utilizing RTI SDK

3.3 Voices guides management feature

Note

If previous protocol version is detected, parameter fileds are hidden in CCS and are not manageable.
New menu is present in CCS with following items:
Configurations / Voice Guide Management menu.
From this menu,
Voice Guides Configuration,
Audio File Conversion,
Audio File Update
and Dynamic Voice Messages Configuration windows
can be reached.

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Menu is activated only if OXE L1 is running protocol 92 and patch 02 or above and also, supervisor has
appropriate rights set ( see below).

Voice Guides Configuration opens a dialog matching between voice guide ID and message number
configured in the PBX.
After message selection, user can access to Dynamic Voice Messages Configuration dialog (see below).

Warning

Audio File Conversion opens a dialog allowing to convert the voice file from input format to the
specific format used by PBX and in accordance with the Law configured on PBX.
Files with other formats (i.e. other WAV, MP3,etc.) need to be converted to input format with 3-party
tools.

The Input file format need to be : WAV, PCM 8,000 kHz; 16 Bit; Mono.
For conversion, user has to provide voice message number and name, memo description and Law.

Alcatel-Lucent OmniPCX Enterprise - Release 10.3.92.1

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 Audio File Update opens a dialog allowing to upload the converted file to PBX.
In case of connection through CCS Server, OXE IP address or resolvable hostname to be provided.
Both FTP and SFTP modes are supported :

Dynamic Voice Messages Configuration opens a dialog where a specific voice file can be
selected/unselected for the particular voice message. Also, user can edit a Memo field of the voice
message and view message duration :

Alcatel-Lucent OmniPCX Enterprise - Release 10.3.92.1

CCS_Release Notes for omnitouch CCSupervision R10.3.92.1

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 In agent configuration menu

One additional button is added. This button opens Dynamic Voice Messages Configuration dialog :

Note

Those
-

parameters :
Presentation Message activation,
Presentation Message number,
Nb of presentation Message file.

are related to properties accessible in OXE :

Applications/CCD/CCD Users/CCD operators Data Management/{Agent Number}.

3.4 Voice Guide Management Rights.

From an update of the CCS Supervisor rights (CCS/Configuration/CCS Supervisor rights), CCS
administrators can manage rights for CCS supervisors for managing OXE Voice prompts.
Voice Guide Management right is added to Supervisor rights of External Applications :

It is possible now to add/remove right for Voice Guide Management rights to Supervisors :

Alcatel-Lucent OmniPCX Enterprise - Release 10.3.92.1

CCS_Release Notes for omnitouch CCSupervision R10.3.92.1

Copyright 2015 Alcatel-Lucent. All rights reserved

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3.5 OXE CCD new provisioning limit support

Since CCS 10.3.92.1
Following OXE CCD provisioning limits are supported, starting from OXE L1 with protocol 92 patch
02 or above and supported by CCS:
Increase number of total Pilots Primary Rules from 400 to 1200

Since CCS 10.2.92.0

Following OXE CCD provisioning limits are supported, starting from OXE L1 with protocol 91 or
above and supported by CCS:
Increase number of Routing Pilots from 200 to 600
Increase number of Pilot Routing Directions from 20 to 30
Increase number of Queues from 200 to 600
Increase number of Queue Distribution Directions from 30 to 50
Increase number of Processing Groups from 150 to 450
Increase number of Calendar Timeslots managed by CCS / AFE from 6 to 10

3.6 CCS provisioning limits for multi sites

Since CCS 10.2.92.0
For multi-sites mode, following provisioning limits are supported by CCS for multiple OXEs:
Moving 450 -> 900 PGs / CCS Multi-sites and for multiple OXEs
Moving 600 -> 900 Pilots / CCS Multi-sites and for multiple OXEs
Moving 600 -> 900 Queues / CCS Multi-sites and for multiple OXEs

3.7 ASM script Editor

This CCS release integrates ASM Script Editor 10.0.0.

4 Correction list
This release is based on and includes all features and corrections of the CCS 10.3.92.0.
Correction list of the CCS 10.3.92.1:
crqms00158591: CCS / Unwanted scrolling in calendar window
crqms00165669: Audio File Conversion > Converted directory> incorrect default path
C:\ProgramData\Alcatel\CCSupervisor\
crqms00165781: problem with refreshing info at "dynamic voice message configuration" wizard in
case connection through CCS external server
crqms00165785: Audio File Update inconsistent in case connection through the external ccs server
crqms00166220: incorrect file at "Audio File Update" wizard can crash ccs

Alcatel-Lucent OmniPCX Enterprise - Release 10.3.92.1

CCS_Release Notes for omnitouch CCSupervision R10.3.92.1

Copyright 2015 Alcatel-Lucent. All rights reserved

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Correction list of the CCS 10.2.92.0:

1-156781961 / crqms00118431 : CCS : error message "runtime error / abnormal programm termination" at
the second Excel statistics request. (*)
1-157030331 / crqms00118434 : Crash CCS 10.1.90.4

Note

(*)customer has to apply the option XLDelayWorkbookSave=1 in ccs.ini, section [default_configuration].

Correction list of the CCS 10.1.90.5:

crqms00118403 / crms00429356 : copyright Alcatel-Lucent 1994-2010
crqms00122323 / crms00458622 : CCS crashes when viewing (real time) team with more than 105 agents
crqms00118411 / crms00460792 : CCS Navigator window problem on system with 2 monitors
crqms00118408 / 1-152083601 : Real time not updated correctly on agent team
crqms00127599 / 1-158228508 : CCS Statistics: Agent Session gives a blank line between 2 agents.
Correction list of the CCS 10.1.90.4:
Crms00425934 / 1-145765431: CCD Statistics not usuable if more than 20 statisticpil. per routing pilot
Correction list of the CCS 10.1.90.3:
Crms00407329: To remove the "readme" text file from CCS application version
Crms00418115 / 1-143550891: Agent real time is wrong after stop /start CCS application

Alcatel-Lucent OmniPCX Enterprise - Release 10.3.92.1

CCS_Release Notes for omnitouch CCSupervision R10.3.92.1

Copyright 2015 Alcatel-Lucent. All rights reserved

TC2059 ed.01
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Alcatel-Lucent OmniPCX Enterprise - Release 10.3.92.1

CCS_Release Notes for omnitouch CCSupervision R10.3.92.1

Copyright 2015 Alcatel-Lucent. All rights reserved

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