Nortel Quality Monitoring Instruction Manual

Nortel Quality Monitoring
Release Notes
Product Release 6.01 Standard 1.0 September 2007
297-2183-020

Nortel Quality Monitoring
Release Notes
Publication number: 297-2183-020
Product release: 6.01
Document release: Standard 1.0
Date: September 2007
Copyright © 2007 Nortel Networks. All Rights Reserved.
All materials provided herein are the exclusive property of Nortel Networks and its licensors.
Only expressly authorized individuals under obligations of confidentiality are permitted to
review materials in this document. By reviewing these materials, you agree to not disclose
these materials to any third party unless expressly authorized, and to protect the materials
as confidential and trade secret information. Any unauthorized review, retransmission,
dissemination or other use of these materials is strictly prohibited. If you are not authorized
to review these materials, please return these materials (and any copies) from where they
were obtained. All materials found herein are provided "AS IS" and without warranty of any
kind.Information is subject to change without notice.
Nortel Networks reserves the right to make changes in design or components as progress
in engineering and manufacturing may warrant.
The process of transmitting data and call messaging between the Meridian 1 and Nortel
Quality Monitoring is proprietary to Nortel Networks. Any other use of the data and the
transmission process is a violation of the user license unless specifically authorized in
writing by Nortel Networks prior to such use. Violations of the license by alternative usage of
any portion of this process or the related hardware constitutes grounds for an immediate
termination of the license and Nortel Networks reserves the right to seek all allowable
remedies for such breach.
Nortel, the Nortel logo and the Globemark are all trademarks of Nortel Networks.
All other trademarks are the property of their respective owners.

Release Notes iv
Revision history
September 2007 Nortel Quality Monitoring Release Notes is
reformatted according to Nortel guidelines.

Release Notes v
Contents
Getting Started 7
About this guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8
How to get help. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
Software and documentation version numbering . . . . . . . . . . . . . . . . . . . . 11
Release Notes 13
Critical procedures and recommendations . . . . . . . . . . . . . . . . . . . . . . . . . 14
Available documents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15
System requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16
Fixed issues . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17
Limitations in Release 6.01 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40
Known issues and workarounds . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41
Upgrading to Nortel Quality Monitoring 6.01 . . . . . . . . . . . . . . . . . . . . . . 43
Upgrading the Nortel Quality Monitoring database via dbutil32.exe . . . . 44
Problem resolution . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47

Contents Standard 1.0
vi Nortel Quality Monitoring

Release Notes 7
Chapter 1
Getting Started
In this chapter
About this guide 8
How to get help 9
Software and documentation version numbering 11

Getting Started Standard 1.0
8 Nortel Quality Monitoring
About this guide
The Nortel Quality Monitoring Release Notes documents new features and
enhancements including software issues and workarounds.
Intended audience
This document This document is directed toward personnel who are
responsible for upgrading, installing and administrating Nortel Quality
Monitoring. Sections about new features and corrected defects are provided
for informational purposes for experienced Nortel Quality Monitoring users.

September 2007 Getting Started
Release Notes 9
How to get help
This section explains how to get help for Nortel products and services.
Finding the latest updates on the Nortel Web site
The content of this documentation was current at the time the product was
released. To check for updates to the latest documentation for Nortel
Contact Recording and Quality Monitoring, see the Web page for Nortel
Contact Recording and Quality Monitoring documentation, which is located
at http://www.nortel.com/helmsman.
Getting help from the Nortel Web site
The best way to get technical support for Nortel products is the Nortel
Support Web site:
http://www.nortel.com/support
This site provides quick access to software, documentation, bulletins, and
tools to address issues with Nortel products. From this site, you can:
download software and related tools
download technical documents, release notes, and product bulletins
sign up for automatic notification of new software and documentation
search the Support Web site and Nortel Knowledge Base for answers to
technical issues
open and manage technical support cases
Getting help over the phone from a Nortel Solutions Center
If you do not find the information your require on the Nortel Technical
Support Web site, and you have a Nortel support contract, you can also get
help over the phone from a Nortel Solutions Center.

Getting Started Standard 1.0
10 Nortel Quality Monitoring
In North America, call 1-800-4NORTEL (1-800-466-7835).
Outside North America, go to the Web site below to obtain the phone
number for your region:
http://www.nortel.com/callus
Getting help from a specialist by using an Express Routing
Code
You can use an Express Routing Code (ERC) to more quickly route your
call to the appropriate support specialist. To locate the ERC for your product
or service, go to:
http://www.nortel.com/erc
Getting help through a Nortel distributor or reseller
If you purchased a service contract for your Nortel product from a
distributor or authorized reseller, you can contact the technical support staff
for that distributor or reseller.

September 2007 Getting Started
Release Notes 11
Software and documentation version
numbering
Nortel Contact Recording and Quality Monitoring documentation is issued
for Nortel Contact Recording Package Release 6.01. The individual Nortel
Contact Recording and Quality Monitoring software components that you
install may display a different number. This is a known issue that does not
affect system performance. Version 6.01 will be reflected in future software
updates. Use the Nortel Contact Recording and Quality Monitoring
documentation for Release 6.01 with Nortel Contact Recording Release
6.0.1, Nortel Contact Recording Viewer, Nortel Contact Recording Archive,
and Nortel Contact Recording TDM Recorder Release 6.0.2, and Quality
Monitoring 6.0 Service Pack 4.

Getting Started Standard 1.0
12 Nortel Quality Monitoring

Release Notes 13
Chapter 2
Release Notes
In this chapter
Critical procedures and recommendations 14
Available documents 15
System requirements 16
Fixed issues 17
Limitations in Release 6.01 40
Known issues and workarounds 41
Upgrading to Nortel Quality Monitoring 6.01 43
Upgrading the Nortel Quality Monitoring database via dbutil32.exe 44
Problem resolution 47

Release Notes Standard 1.0
14 Nortel Quality Monitoring
Critical procedures and recommendations
This section has been provided to note those items which could severely
affect the performance, usability or accessibility of your system if not
followed:
After completion of the Nortel Quality Monitoring Server installation,
please be sure to reboot the server. This will ensure that all services are
started properly, and all shares and other internals are accessible and
working properly.
The dbutil32 application, included with the Nortel Quality Monitoring
server, is used to create a new database and update the schema of an
existing database. This utility can be run as many times as needed, and it
is recommended that you run it when upgrading your server. This ensures
that any schema changes that have been made will be applied to your
database. It is also suggested that you back-up your existing database
before upgrading, even though the upgrade is non-evasive and will not
delete your entered data.
It is highly recommended that the database administrator create a
database maintenance plan for the SQL database. This will ensure that
the database is not only backed-up on a periodic basis (perhaps as often
as daily) but also that the transaction log is truncated regularly. If you do
not have a maintenance plan, eventually the performance of the server
will be severely degraded and finally, the hard drive will become full.
The Client applications on the supervisor’s computers should always be
updated to the latest server version to prevent an out-of-date Client
application from possibly corrupting the database. If the database is
corrupted, the Client application could become unusable.
For possible adverse effects on performance, it is recommended that you
do not run a virus scan program against the database folder, the log files
folder and the capture files folder. If you feel this is absolutely necessary,
please be aware of the serious performance hits involved. You may want
to consider stopping the server at some point during a non-peak time and
running a scan on demand.

September 2007 Release Notes
Release Notes 15
Available documents
The following documents are available with the Nortel Quality Monitoring
6.01 product:
Nortel Quality Monitoring Administration Guide
Nortel Quality Monitoring Evaluations Guide
Nortel Quality Monitoring Graphing and Reporting Guide
Nortel Quality Monitoring Installation Guide
Nortel Quality Monitoring Server Infrastructure Guide
Nortel Quality Monitoring Troubleshooting Guide
Nortel Quality Monitoring Quick Reference
Nortel Quality Monitoring Quick Tips for Evaluations

Release Notes Standard 1.0
16 Nortel Quality Monitoring
System requirements
See the Nortel Quality Monitoring Installation Guide for a list of installation
prerequisites and information about server configuration.

September 2007 Release Notes
Release Notes 17
Fixed issues
Incident
number Description
66353 Upgrade- The dbutils32 should upgrade the configured DB
even if it is Remote db.
50145 SQLDBMS.dll is causing mtfilter to lose connx to database
64751 Export functionality is failing for Chinese and Japanese.
65718 Dynamic Terminal assignment for Agents in a Free Seating
environment is not happening properly
63529 Localization: (French machine)- Due to the Date Format
Issue the Calls made after 12th of Every month the R5
Balance server does not makes an entry to database.
63153 Japanese Quality Server not able to create ODBC DSNs
66062 Agent log files growing rapidly at a rate of 50k a sec (approx)
64358 Localization (Simplified Chinese): WAVI is Failing in
Chinese Language.
58710 AIMCO - WAVI - PC Speaker function just stops working
63624 Witness Services is shown as started in Service Mode with
Empty Database
63151 Client32.exe: Client application will not come up in Italian
OS
60841 544 Alydar: Language & Internationalization-Quality
(Agent)

Release Notes Standard 1.0
18 Nortel Quality Monitoring
61720 In SIU Application under the Instr No TAB when deleting a
Range there is no Delete Option in turn the Save button acts
as Delete Button.
66050 Error with DBUtil in FR and IT- And error dialog won't close
59763 Server.ini and Voice.ini not correct
62080 Allstate - Filestatus at YYY however not connected to a
Callbucket in Bucketlink
66663 Upgradation: AVI conversion Server settings wizard is not
shown.
63220 In the French Based Client application the Scheduler, while
adding a schedule for an agent due to the Date Format the
application is not allowing to add a schedule and exits the
application
57554 Heartbeat thread not working properly in TSAPISIU.EXE
65224 Upgrade Test: Client crashes when logged in as PC Speaker
WAvi Playback
62418 Melitasiu.exe does not reestablish link to dialer when link on
the dialer side goes down
59737 GC_ISDN.EXE causes Dr.Watson
59019 csoemsiu modified to allow NCR to modify the call ref
66988 Installation - Issues with AVI and Quality server installation.
62927 Client32.exe: 'Dial Back to Playback Extension' is causing
problems when it is actually playing the calls.
58696 Export Call Via Email is failing
Incident
number Description

September 2007 Release Notes
Release Notes 19
55471 Add support for MTFilter
50073 T3FIX - Error: Business rules recording significantly longer
than they are set up for
62139 Imported Sample form not showing all questions on dynamic
section of form when used for Evaluations.
62996 Server Install: Modify and Repair will not upgrade the
database from DBUtil
60842 544 Alydar: Language & Internationalization-Quality
0005(Client)
66440 MSSQL dependency should be disabled in the Witness
services
63914 Client crashes while doing playback through PC
58702 Unable to capture NAT agent on XP
65488 Sites32.exe - Delete functionality is not working properly.
66978 Client.exe: Live monitoring for locked terminal is not
happening properly.
30056 VTG ROLM V4 - A large number of calls do not have any
voice recordings - Nortel VTG environment - need delay
between hang up and dial.
27361 Install - Server - Change install to use database utility
(DBUtil)
59733 BAPI process hangs
59736 SP 9 Version of Eval32.exe won't let you type in the
comments field when you create a new evaluation
Incident
number Description

Release Notes Standard 1.0
20 Nortel Quality Monitoring
53220 Installation not proper for Agent and Client
48867 QCM - database upgrade is not updating version table
properly
59438 Race condition with ANI - NQM and NCR
59636 .mo files need to be automatically generated at build time.
58695 AIMCO - Export call - When exporting a call - if the Export
fails user is not notified appropriately
66987 Installation- Modification of server during installation not
working.
66253 Server Upgrade: Back button shows all the wizards, which is
a navigation error.
63900 The client is not able to playback a file which has a DAT file
of 2KB via PC playback
59245 Client32 journal view sort by TBP field does not work
63425 Localization: Version Info shows only Version number and
not Service pack and Build.
63525 Localization (FormGen32.exe): Text chopped off and
Memory issue.
63895 'Dial Back to Playback Extension' button should be disabled
when we login as Playback through PC Speaker. (If not
clicking on it gives lot of issues in wavi playback)
58713 to document the settings and version combination for
Genesys
63711 Graph32 has date time issues
Incident
number Description