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Release Notes for
Arc Pro
Version 6.0.1
Released: November 18th 2014
Release Note Version: 3
These release notes describe the new features and caveats for Arc Pro version 6.0.1
You can access the latest Arc Pro documentation at:
http://enghouseinteractive.co.uk/console-cisco-enterprise-edition-technical-documentation
You can access the Arc Solutions website via:
http://www.arcsolutions.com
Join the Arc Solutions Forum at:
http://forum.arcsolutions.com
Registered partners can access the Arc Solutions Extranet via
www.arcsolutions.com/extranet
Supporting Material
To get the best from Arc Pro version 6.0.1, this document should be read in conjunction
with the following material:
•
•
Arc Solutions Design Guide October 2013
Compatibility and performance with Arc Pro, version 6.0.1
New features
The Arc Pro version 6.0.1 introduces some significant new features, including:
•
•
•
•
•
Provisioning Wizard
• A method of configuring the basic components required to get a ‘basic’ Arc
Pro system up and running in a fast and efficient manner.
• Allows scripted, easy install of a basic system
• Basic=single cluster, dial plan, tenant but includes installation of the Publisher
and Subscriber
• Set up of Attendant Console and Call Connect Helpdesk agents
• Allows simpler upgrade of core software from Arc 5.1.2 software upwards
• Sets up CTI components and Cisco CTI resource automatically
• Set up of multiple contact directory sources
Server managed operator preference templates for mass deployment of console
clients
Support for Jabber soft phone as operator device (as well as for BLF devices)
Change to licensing: Subscriber server now licensed from Publisher server
Support for Cisco Unified Call Manager Version 10.0(1)
These are in addition to the features that were introduced in Arc Premium 6.0.0, including:
•
•
•
•
Multiple CUCM cluster support
•
Busy Lamp display and call handling across cluster (Number of clusters
supported from one server will depend on testing results and will not exceed
10)
•
Reduction in servers required and management overheads
Overlapping Dial Plan support in the directory
•
Better support multi-tenant or managed solutions where tenants, sites or
clusters want to have their own extension number ranges
•
Reduction in servers required and management overheads
Update to Voice Connect to support the new Cisco Media Driver
•
Essential uplift to allow us to support CUCM 9.x
•
Number of concurrent Voice Connect sessions expected to rise from 255 on
one cluster to up to 1000 across multiple clusters
•
Increase Arc server-centric scalability for queuing and call handling activities
Uplift to Server Resilience model
•
Improvements to the resilience model to reduce server restarts
•
Slightly simplified management of the secondary server
Release Note for Arc Enterprise Pro Version 6.0.1
R/N. Version: 3 (November 18th 2014)
2
•
•
Supervisor reports will now synchronize automatically from publisher to
subscriber server
–
Whether in Primary or failover mode, reporting will still work
–
Reporting data from the subscriber server will also be propagated to
the publisher, so one report on either server will show call activity on
both servers
–
Some additional configuration will be required on the secondary
server to support this
Changes to operator, agent and queue configuration on the publisher
server will now automatically populate to the subscriber server
–
With the exception of CTI settings which are unique per server
–
The secondary server will still need to be rebooted in some
circumstances.
–
It will not possible to update the subscriber in failover mode – changes
propagate one way only.
–
if you make a change to the subscriber server in the publisher server’s
Administrator, it will still be necessary to restart the subscriber server
–
In failover mode, changes to console client preferences cannot be
saved, as they are server based in v6
System Devices acquired using Super Provider.
– There is no longer the requirement to assign all systems devices to the
TSP user used by Arc Pro.
– Only the CTI reference device is required to be assigned to the TSP
user for Super Provider to work.
– Operators and Agent can log in using any device on the cluster they
are assigned to.
• Line Blind Transfer methodology used for routing calls.
– Allows for CSS of the device to be used when routing calls instead of
the CSS of the Gateway device.
– Gives administrators better ability to lock down their CUCMs by
allowing better CCS and Partition management.
Multiple improvements to the console application behavior and features:•
•
Directory display updates
•
New column drag and drop (no need to go into preferences)
•
New separate column configuration per Personal Directory Group
(configurable)
•
Display of Cluster/Dial Plan column for multi-site solutions
•
New Dual Line directory contact display (configurable)
•
Updated alternate directory contact icon behavior (green =
alternative number set, blue = alternative contact set, red = assistant
set)
•
Shows more information fields at-a-glance, less mouse/keyboard steps
Release Note for Arc Enterprise Pro Version 6.0.1
R/N. Version: 3 (November 18th 2014)
3
•
Use of color and larger icons allows easy identification of status,
contact info
•
Updates to Personal Directory Groups behavior and scalability including
increase the present 9 limit to 20+
•
Directory search behavior updates including the option to remember the
last search even once the last call has been transferred
•
New Directory Contact Preview pane (configurable)
•
•
Shows all current contact’s information fields in preview format
•
Resizable to allow space for large notes text or absence text
Updated Call Park behavior and display (configurable)
•
Shows more information per parked call (who parked it, caller details)
•
New option for operators to retrieve calls parked by other operators
(configurable)
•
Server based client preferences: the console preferences are now stored on
the server and follow the operator’s log in.
•
Support for duplicating a console operator’s directory, behavior and screen
settings to another operator or operators via the Administration utility
Limitations
The following features are capable of support for only one Cisco UCM cluster in this
version:•
Lync Presence: only one connection will be supported.
•
Support for Microsoft Lync 2013 is not currently available, but will be supported in
mid 2014.
•
Cisco Unified Presence: only one connection will be supported
•
Telrex and Verint call recording: only one call recording server can be connected
to the Arc server
Permanently Removed
For various reasons including engineering efficiency, common sense and also console
scalability, these items will be removed permanently:•
Static Busy Lamp Monitoring. The ONLY method of monitoring busy lamp will be via
Arc's dynamic BLF engine (using Cisco's TAPI Super-provider and AXL technologies).
•
The classic attendant console 'single line' directory view. This will be replaced by the
new dual line, richer directory view. Please see 1.1 Introduction for more detail.
•
Support for CUCM 6.x, 7.1.1, 7.1.2 and 7.1.3 removed. Support will be for CUCM 7.1.5
up to 10.0.x.
Release Note for Arc Enterprise Pro Version 6.0.1
R/N. Version: 3 (November 18th 2014)
4
Supportability & Interoperability Updates
•
64-bit TSP support (Win 2008 R2 onwards) (*TSP driver (Arc’s Computer Telephony
driver) will run in native 64bit mode. 64bit SQL supported. Some server apps will run
in WOW64 mode including the CT Server and Admin applications.)
•
•
•
•
Keeps our platform up to date with today’s operating systems (32bit is no
longer available!)
G.729 codec support (in addition to G.711)
•
Low-bandwidth voice codec commonly used on wide area networks
•
G729 licenses must be purchased by the partner/customer and are not the
responsibility of Arc/Enghouse Interactive.
Cisco UCM 10.0(1), 9.0(1), 9.1(1) and 9.1(2) support
•
Current support for 6.1 – 7.1.3 removed.
•
Supported versions 7.1.5 - 10.0(1)
•
IVT pass 9.0 (1) Jan 2013
VMware ESXi 5.1 compatibility
•
We currently support 4.x – updating to 5.x for industry compatibility
•
vMotion is supported when running in maintenance mode only.
"Maintenance mode only" - VMware vMotion by definition operates on
live VMs, but the VM running CUAC must be “live but quiescent”. i.e. in a
maintenance window, not in production, not processing live traffic. This is
because during the vMotion cutover, the system is paused, which for
Cisco UAC Advanced server creates service interruption which degrade
voice quality after the migration for calls in progress.
•
Citrix XenApp server & client support
•
Tested with Wyse, Igel and Cisco Thin & Zero clients
•
Xen Desktop support
•
Xen App Server support
Upgrades
The following upgrade paths are available:
•
•
During software upgrades:
If running versions 5.1.2 or greater, whilst upgrading the software, an option to
perform an automatic upgrade of the database schema is given.
Post software upgrades:
For all other versions, then the existing upgrade path of manually upgrading
through different database schema versions is still available. This release version
requires you to upgrade to 6.0(0) before the final upgrade step to 6.0(1) can be
made.
Release Note for Arc Enterprise Pro Version 6.0.1
R/N. Version: 3 (November 18th 2014)
5
Localisation Support
Arc Pro version 6.0.1 supports Arabic (Saudi Arabia), Catalan, Chinese (Hong Kong SAR),
Chinese (Simplified), Chinese (Traditional), Danish, Dutch, English, Finnish, French, German,
Hebrew, Italian, Japanese, Korean, Norwegian, Portuguese, Russian, Spanish, Turkish and
Swedish.
See Arc Design Guide October 2013 which provides further information regarding
Operating System Locale, which will impact on the deployment of the software in
locations where languages other than English are used.
Release Note for Arc Enterprise Pro Version 6.0.1
R/N. Version: 3 (November 18th 2014)
6
Build Table
The following table outlines the product components and the respective file and version
numbers. Products highlighted in bold signify a version increase since the previous release.
Product Name
File Name
Version
Admin
Server
ICDConfig.exe
CTSS.exe
CTSSMGR.exe
CallRex.dll
ASTAPI2x.dll
ArcLDAPServer.exe
ArcLDAPManager.exe
CTI Server.exe
CTI Server Manager.exe
AsCUCMAXL.dll
Cisco Presence Server Plug-in.exe
Cisco Presence Server Plug-in Manager.exe
CupsPresence.dll
TransferData.exe
ICD Files
PWizard.exe
DBInstallationWizard.exe
AACM.dll
MetaphoneCOM.dll
XPMetaphone.dll
StemmingLib.dll
vsrs.exe
vsrsmgr.exe
OCSPresenceServer.exe
Microsoft OCS Server Plug-in Manager.exe
UCMAConnector.dll
UtilEP.exe
UIUtilEP.exe
Operator.exe
Redemption.dll
ASPLCS.dll
Arcagent.exe
Suprvise.exe
6.0.1.400
6.0.1.658
6.0.1.658
1.0.0.902
6.0.1.245
6.0.1.246
6.0.1.246
6.0.1.1114
6.0.1.63
6.0.1.918
6.0.1.64
6.0.1.30
6.0.1.64
1.0.0.66
Revision 174
6.0.1.164
6.0.1.125
6.0.1.450
1.0.0.0
1.0.0.925
1.0.0.921
6.0.1.86
6.0.1.86
6.0.1.38
6.0.1.24
6.0.1.38
6.0.1.38
6.0.1.38
6.0.1.2778
5.4.0.2922
5.1.0.9
6.0.1.134
6.0.1.237
CT Driver
LDAP Server
CTI Server
CUP Server
DB Upgrade Tool
Database Script
Provisioning Wizard
Phonetics
Voice Server
OCS Server
Arc Console
Operator
Arc Connect Agent
Arc Connect
Supervisor
Arc Supervisor
Reports
Arc Connect
Wallboard
Arc Desk Manager
6.0.1.76
WallBrd.exe
6.0.1.75
DeskManager.exe
6.0.1.40
Accessibility Scripts
Release Note for Arc Enterprise Pro Version 6.0.1
R/N. Version: 3 (November 18th 2014)
Revision 058
7
Resolved Issues
The following table outlines fixes that have been resolved since the 6.0.0 release. They
include issues that have arisen during internal review as well as generic fixes that have
been reported via testing and customer support calls.
Log Number
ARC2064
ARC2082
Arc2094
ARC2097
ARC2101
ARC2106
ARC2107
ARC2115
ARC2120
ARC2122
ARC2128
ARC2155
ARC175
ARC720
ARC1241
ARC1242
ARC1243
ARC1244
ARC1245
ARC1246
ARC1247
ARC1248
ARC1249
ARC1250
ARC1251
ARC1252
ARC1253
ARC1254
ARC1256
ARC1257
ARC1258
ARC1259
ARC1260
ARC1261
Issue description
Voice server Auto Attendant digit option does not take effect until the
message is complete.
Queues panel increase in size automatically.
Operator unable to resume original calling party line when consult
transfer called party leg is ended.
Operator Failover & Failback behaviour inconsistent.
Cannot change Arc OCS server port number -OCS server.
Console issue - reverse text.
ARC operators unable to login to console.
Supervisor error when adding new INQ script message.
Cannot answer call during In Queue Message.
Operators were not able to login to the primary ARC server “Server
Unreachable.
Compatibility and Performance Guide Supportability Discrepancy.
Discrepancy in the number of queues assigned to an Operator.
No play back of instruction when recording stopped (PDD 30121)
CTI server not monitoring all System devices when CT server starts up.
Operator user randomly does not get its custom directory tabs in the
operator client
Desk Manager for BC Hydro v6 compatibility
Alternates details show no data if only icon fields are chosen
Irrelevant message displays on configuring Alternate Numbers
preferences
Status of device does not change automatically when user logs out
from EM Device
'Send Email' button in contextual menu for contacts does not work
BLF does not display until requested by pressing F2
Unable to obtain control of some extensions
Calendar Presence delays in showing status
Operator client, when adding contact and the missing number error is
displayed, redirects to proper menu with incorrect header
The BLF status monitoring is stopped after Load Test executed with
3000+ contacts
Calls are being recorded on CallRex 4.3 and notes are being added
however the flag is not and therefore calls are not searchable
No BLF as CTI Manager and corresponding SCVHOST.exe consume
memory
Operator sporadically does not display line status for any device
Intermittent issues with call delivery following Arc IVR routing to Queue
VS script doesn't complete and take follow on action
Console getting "Not routed" & "CT error" message during call control
Console issue if logging in with +0442074121309
CT Server is not connecting with Voice server
CTI Server failure
Release Note for Arc Enterprise Pro Version 6.0.1
R/N. Version: 3 (November 18th 2014)
8
ARC1263
ARC1264
ARC1265
ARC1266
ARC1267
ARC1268
ARC1269
ARC1270
ARC1271
ARC1272
ARC1273
ARC1274
ARC1275
ARC1276
ARC1277
ARC1278
ARC1279
ARC1280
ARC1281
ARC1283
ARC1284
ARC1285
ARC1287
ARC1288
ARC1289
ARC1290
ARC1291
ARC1292
ARC1293
ARC1294
ARC1295
ARC1296
ARC1297
ARC1299
ARC1347
ARC1395
ARC1421
ARC1529
ARC1545
ARC1563
ARC1591
Operator cannot connect to Database
CT Server "Not registered" following a reboot (CT & Voice server set to
Auto Start)
Unable to set the logging level form CTI Server to "Full" through the GUI
Calls intermittently gets stuck on Arc Pre CT Device
DTMF not working in Console
CTI server not monitoring all System devices when CT server starts up
Server installer over the installation resets message bus configuration
LDAP sync times not matching what's in Admin tool
Unspecified CUCM application user credentials causing connection
failure
AD updates via change notification feature not picking up changes
during the day
LDAP only works with Online synch mode
Arc Console Crashed
DB Upgrade or Admin issue where DBs cannot be opened
New Log DB button enabled after resilience installation
Admin cannot connect to a device to playback/record message
Community Element selection issue
Voice session overflow configuration issue
Supervisor unable to increase wrap up time but able to perform
change in Admin
Agent unable to select completion code
Supervisor cannot connect to Database for reporting
Failover Unregistered Settings Missing for *External* callers
Voice server cannot start using FQDN issue
Cannot Update Call filter tags via Arc Supervisor application
Cannot add new Call filter tags via Arc Supervisor application
Supervisor crashing on ONLINE Updates (Voice connect)
Supervisor QR20 Report displays incorrect information
Issue related to deletion of filter items in call and console connect
Supervisor not displaying "Invalid Password" Information Window
Supervisor unable to login on first attempt after restart of CT Server
CN05 Abandoned Calls Overview by Date, report totals incorrect
Wallboard Alarm - The flashing on warning is not consistent
VMWare ESXI 5.1 Supportability
Design Guide information regarding Call recording for CallRex
Spelling mistake in Arc Enterprise Premium Edition Installation Manual
Upgrading a DB via the PW does not add the default RRG and CTD to
communities
Replication Cannot be installed on SQL Server named instance
Call transferred to a queue via operator is reverting back to all
operators
Operators can hear dial tones when performing a consultation transfer
Publisher server power off causes failover recovery to not work
correctly
Admin memory consumption increase during Excel contact
Import/Export
Call Connect queues are shown in Voice Connect break hour
templates
Release Note for Arc Enterprise Pro Version 6.0.1
R/N. Version: 3 (November 18th 2014)
9
ARC1612
ARC1255/
ARC1110
ARC1286
ARC1093
ARC1847
ARC1871
ARC1882
ARC1883
ARC1885
ARC1886
ARC1888
ARC1890
ARC1914
ARC1919
ARC1921
ARC1931
ARC1958
ARC1963
ARC1972
ARC1978
ARC1989
ARC2013
ARC2050
ARC2058
ARC2072
TP 32618
PDD 30117
PDD 30294
PDD 30293
PDD 30298
TP 32705
TP 32786
TP 31962
When connecting to a phone that isn’t CTI enabled via the Admin, the
app hangs
CTI Server crashes due to RTP Library
Following a reboot, 1 static voice port do not monitor
A2025 – Iplanet - Change notifications are not received after restarting
the directory server
Unable to Play InQueue Message after restarting the Voice Server
Arc 6.0.1 PDG operator template issue
Arc failures - Customers called complaining of device out of service
Calls intermittently goes to "Default destination"
Both CTI servers crashing on a regular basis
CTIS- Multiple BLF Issues
OPR - Multiple BLF Issues
Arc LDAP 6.0.1.192 memory leak
Window Size Issue - Application not saving changes
Arc CTI server DRM unavailable
ACD agent "use existing device details" check box
VMail icon greys out when trying to transfer from OPR.
Admin Arc configuration report takes a long time to complete and
data is also duplicated multiiple times. Report then output to 26K
pages.
Arc Supervisor error "invalid device number" when connecting to
phone.
Arc Supervisor not working correctly after creating "Frame" using
"create new monitor template" wizard
BLF Inconsistencies
If an operator removes the Call Park pane from the console, pane
resizing of the speed Dial column is not saved
Operator is unable to answer call and gives CT Error
Device not Found message when connecting to a Phone via
Supervisor application using limited community setting.
BLF Subscription blocked if F2 is left open during load balancing
CTI/CT server will not start if using Windows Authentication
CTI Server load balancing causes Console to not display BLF status
Using the Legacy Wave Driver, disconnecting from a static voice port
whilst playing a phrase does not end the playback
The checkbox when removing call forward in device features fails to
allow you to apply the changes; instead you manually have to remove
the forward destination
BLF is not displayed in the directory list when selecting a forward
destination
On failover due to network connection issues, Agent fails over to
subscriber however it displays an incorrect message to the user
Console loses personal directories after login
Console appears to lose all call information after clearing a call from
the F5 area
Lower Case Letters MAC in Device Name breaks
Release Note for Arc Enterprise Pro Version 6.0.1
R/N. Version: 3 (November 18th 2014)
10
Open Issues
Log Number
Issue description
OPR
ARC2114
Directory entries disappearing from contact field
CT Server
ARC2134
Call cannot be answered via Console and gets stuck on screen
CTIS
ARC2156
When an OPR is on an active call and at the same time makes an outgoing
call, DTMF does not work
ARC2160
Console Operators cannot log in
Release Note for Arc Enterprise Pro Version 6.0.1
R/N. Version: 3 (November 18th 2014)
11
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Release Note for Arc Enterprise Pro Version 6.0.1
R/N. Version: 3 (November 18th 2014)
12