release notes for arc prosingle cluster, dial plan, tenant but includes installation of the...

Release Notes for

Arc Pro

Version 6.0.1

Released: September 9, 2015

Release Note Version: 6

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

http://enghouseinteractive.co.uk/console-cisco-enterprise-edition-technical-documentationx

http://www.arcsolutions.com/

http://forum.arcsolutions.com/

http://www.arcsolutions.com/extranet

Release Note for Arc Enterprise Pro Version 6.0.1 2

R/N. Version: 6 (September 9, 2015)

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



• 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



• 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.



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.



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.



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 ICDConfig.exe 6.0.1.549

Server CTSS.exe

CTSSMGR.exe

CallRex.dll

6.0.1.781

6.0.1.781

1.0.0.902

CT Driver ASTAPI2x.dll 6.0.1.245

LDAP Server ArcLDAPServer.exe

ArcLDAPManager.exe

6.0.1.246

6.0.1.246

CTI Server CTI Server.exe

CTI Server Manager.exe

FileLogger.dll

TcpSocket.dll

6.0.1.1172

6.0.1.77

6.0.1.395

6.0.1.1151

CUP Server Cisco Presence Server Plug-in.exe

Cisco Presence Server Plug-in Manager.exe

CupsPresence.dll

6.0.1.64

6.0.1.30

6.0.1.64

DB Upgrade Tool TransferData.exe 1.0.0.66

Database Script ICD Files Revision 174

Provisioning Wizard PWizard.exe

DBInstallationWizard.exe

AACM.dll

6.0.1.164

6.0.1.125

6.0.1.450

Phonetics MetaphoneCOM.dll

XPMetaphone.dll

StemmingLib.dll

1.0.0.0

1.0.0.925

1.0.0.921

Voice Server vsrs.exe

vsrsmgr.exe

6.0.1.144

6.0.1.144

Microsoft OCS

Presence Server

OCSPresenceServer.exe

Microsoft OCS Server Plug-in Manager.exe

UCMAConnector.dll

UtilEP.exe

UIUtilEP.exe

6.0.1.68

6.0.1.44

6.0.1.68

6.0.1.68

6.0.1.68

Arc Console

Operator

Operator.exe

Redemption.dll

ASPLCS.dll

6.0.1.2899

5.4.0.2922

5.1.0.9

Arc Connect Agent Arcagent.exe 6.0.1.134

Arc Connect

Supervisor

Suprvise.exe 6.0.1.418

Arc Supervisor

Reports

6.0.1.82

Arc Connect

Wallboard

WallBrd.exe 6.0.1.75

Arc Desk Manager DeskManager.exe 6.0.1.40

Server Installer 163

Accessibility Scripts Revision 058



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 Issue description

ARC2441 Design Guide - Interact With Desktop Poor Quality Screenshot

ARC2430 Excel import not working V6.0.1

ARC2409 Arc Supervisor error when accessing Community configuration.

ARC2357 CT server install files removed after installing rollups (over the top)

ARC2321 Arc Supervisor hangs when accessing Community configuration

ARC2287 Voice server port "Unlicensed" state and Voice server status "Not

connected”

ARC2278 Arc supervisor Console Queue reports do not show any "users" to select

for reporting.

ARC2273 Supervisor "Device not found" error when connecting to Voice Connect

ARC2271 Supervisor AC01 reporting

ARC2258 Operators lost connectivity to the database and the Arc directory

disappeared.

ARC2255 Operator received an error when logging in "Failed to make the operator

available. Call processing will not be available. The following error was

returned: Invalid state."

ARC2247 Prompted to save/abandon changes in Resource Repository Groups / CTI

Tab without making any changes

ARC2240 Prompted to save/abandon changes in CT Driver Tab without making

any changes

ARC2236 Call cannot be answered by Operators (user states call is stuck)

ARC2219 Admin-Call Filters: The lower case "t" for CT is not capital in the info

message when ading a call filter

Arc2214 Calls stuck regularly and cannot be answered( a restart of CT server

generally made to clear stuck call)

ARC2211 Arc Supervisor client receives server reconnection notifications on a

regular basis

ARC2205 DDI Filters can be added in Supervisor even though they do not exist in

the configuration

ARC2199 Supervisor CO06 & CO08 comparison

ARC2186 Supervisor application issues when running reports, online updates and

disconnections

ARC2182 Call cannot be transferred and then stuck as talking on Console screen

ARC2173 Arc Publisher CTI server crashed @ 09.26am 05/09/14

ARC2171 CLI filters not working.

ARC2156 When an OPR is on an active call and at the same time makes an

outgoing call, DTMF does not work

ARC2155 Discrepancy in the number of queues assigned to an Operator.

ARC2138 Error message when updating new Phrase in Admin which then cause

incoming callers to hear silence when overflow to Arc IVR.

ARC2134 Call cannot be answered via Console and gets stuck on screen

ARC2128 Compatibility and Performance Guide Supportability Discrepancy.



ARC2122 Operators were not able to login to the primary ARC server “Server

Unreachable.

ARC2120 Cannot answer call during In Queue Message.

ARC2115 Supervisor error when adding new INQ script message.

ARC2107 ARC operators unable to login to console.

ARC2106 Console issue - reverse text.

ARC2102 Cannot change Arc OCS server port number (customer requirement)

ARC2101 Cannot change Arc OCS server port number -OCS server.

ARC2097 Operator Failover & Failback behaviour inconsistent.

ARC2095 Cannot change ARC OCS server port number

ARC2094 Operator unable to resume original calling party line when consult

transfer called party leg is ended.

ARC2082 Queues panel increase in size automatically.

ARC2080 Co-residency support on Cisco UCS B-series servers

ARC2072 CTI/CT server will not start if using Windows Authentication

ARC2064 Voice server Auto Attendant digit option does not take effect until the

message is complete.

ARC2058 BLF Subscription blocked if F2 is left open during load balancing

ARC2050 Device not Found message when connecting to a Phone via Supervisor

application using limited community setting.

ARC2013 Operator is unable to answer call and gives CT Error

ARC1989 If an operator removes the Call Park pane from the console, pane resizing

of the speed Dial column is not saved

ARC1978 BLF Inconsistencies

ARC1972 Arc Supervisor not working correctly after creating "Frame" using "create

new monitor template" wizard

ARC1963 Arc Supervisor error "invalid device number" when connecting to phone.

ARC1958 Admin Arc configuration report takes a long time to complete and data

is also duplicated multiiple times. Report then output to 26K pages.

ARC1931 VMail icon greys out when trying to transfer from OPR.

ARC1921 ACD agent "use existing device details" check box

ARC1919 Arc CTI server DRM unavailable

ARC1914 Window Size Issue - Application not saving changes

ARC1890 Arc LDAP 6.0.1.192 memory leak

ARC1888 OPR - Multiple BLF Issues

ARC1886 CTIS- Multiple BLF Issues

ARC1885 Both CTI servers crashing on a regular basis

ARC1883 Calls intermittently goes to "Default destination"

ARC1882 Arc failures - Customers called complaining of device out of service

ARC1871 Arc 6.0.1 PDG operator template issue

ARC1847 Unable to Play InQueue Message after restarting the Voice Server

ARC1612 When connecting to a phone that isn’t CTI enabled via the Admin, the

app hangs

ARC1591 Call Connect queues are shown in Voice Connect break hour templates

ARC1563 Admin memory consumption increase during Excel contact Import/Export

ARC1545 Publisher server power off causes failover recovery to not work correctly

ARC1529 Operators can hear dial tones when performing a consultation transfer

ARC1421 Call transferred to a queue via operator is reverting back to all operators

ARC1398 Deteriorating OCS Presence

ARC1395 Replication Cannot be installed on SQL Server named instance



ARC1347 Upgrading a DB via the PW does not add the default RRG and CTD to

communities

ARC1299 Spelling mistake in Arc Enterprise Premium Edition Installation Manual

ARC1297 Design Guide information regarding Call recording for CallRex

ARC1296 VMWare ESXI 5.1 Supportability

ARC1295 Wallboard Alarm - The flashing on warning is not consistent

ARC1294 CN05 Abandoned Calls Overview by Date, report totals incorrect

ARC1293 Supervisor unable to login on first attempt after restart of CT Server

ARC1292 Supervisor not displaying "Invalid Password" Information Window

ARC1291 Issue related to deletion of filter items in call and console connect

ARC1290 Supervisor QR20 Report displays incorrect information

ARC1289 Supervisor crashing on ONLINE Updates (Voice connect)

ARC1288 Cannot add new Call filter tags via Arc Supervisor application

ARC1287 Cannot Update Call filter tags via Arc Supervisor application

ARC1286 Following a reboot, 1 static voice port do not monitor

ARC1285 Voice server cannot start using FQDN issue

ARC1284 Failover Unregistered Settings Missing for *External* callers

ARC1283 Supervisor cannot connect to Database for reporting

ARC1281 Agent unable to select completion code

ARC1280 Supervisor unable to increase wrap up time but able to perform change

in Admin

ARC1279 Voice session overflow configuration issue

ARC1278 Community Element selection issue

ARC1277 Admin cannot connect to a device to playback/record message

ARC1276 New Log DB button enabled after resilience installation

ARC1275 DB Upgrade or Admin issue where DBs cannot be opened

ARC1274 Arc Console Crashed

ARC1273 LDAP only works with Online synch mode

ARC1272 AD updates via change notification feature not picking up changes

during the day

ARC1271 Unspecified CUCM application user credentials causing connection

failure

ARC1270 LDAP sync times not matching what's in Admin tool

ARC1269 Server installer over the installation resets message bus configuration

ARC1268 CTI server not monitoring all System devices when CT server starts up

ARC1267 DTMF not working in Console

ARC1266 Calls intermittently gets stuck on Arc Pre CT Device

ARC1265 Unable to set the logging level form CTI Server to "Full" through the GUI

ARC1264 CT Server "Not registered" following a reboot (CT & Voice server set to

Auto Start)

ARC1263 Operator cannot connect to Database

ARC1261 CTI Server failure

ARC1260 CT Server is not connecting with Voice server

ARC1259 Console issue if logging in with +0442074121309

ARC1258 Console getting "Not routed" & "CT error" message during call control

ARC1257 VS script doesn't complete and take follow on action

ARC1256 Intermittent issues with call delivery following Arc IVR routing to Queue

ARC1255/

ARC1110

CTI Server crashes due to RTP Library

ARC1254 Operator sporadically does not display line status for any device

https://uk-jira-1.enghouse.com:8443/browse/ARC-1347












































ARC1253 No BLF as CTI Manager and corresponding SCVHOST.exe consume

memory

ARC1252 Calls are being recorded on CallRex 4.3 and notes are being added

however the flag is not and therefore calls are not searchable

ARC1251 The BLF status monitoring is stopped after Load Test executed with 3000+

contacts

ARC1250 Operator client, when adding contact and the missing number error is

displayed, redirects to proper menu with incorrect header

ARC1249 Calendar Presence delays in showing status

ARC1248 Unable to obtain control of some extensions

ARC1247 BLF does not display until requested by pressing F2

ARC1246 'Send Email' button in contextual menu for contacts does not work

ARC1245 Status of device does not change automatically when user logs out from

EM Device

ARC1244 Irrelevant message displays on configuring Alternate Numbers

preferences

ARC1243 Alternates details show no data if only icon fields are chosen

ARC1242 Desk Manager for BC Hydro v6 compatibility

ARC1241 Operator user randomly does not get its custom directory tabs in the

operator client

ARC1093 A2025 – Iplanet - Change notifications are not received after restarting

the directory server

ARC720 CTI server not monitoring all System devices when CT server starts up.

ARC175 No play back of instruction when recording stopped (PDD 30121)

TP 32786 Console appears to lose all call information after clearing a call from the

F5 area

TP 32705 Console loses personal directories after login

TP 32618 CTI Server load balancing causes Console to not display BLF status

TP 31962 Lower Case Letters MAC in Device Name breaks

PDD 30298 On failover due to network connection issues, Agent fails over to

subscriber however it displays an incorrect message to the user

PDD 30294 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

PDD 30293 BLF is not displayed in the directory list when selecting a forward

destination

PDD 30117 Using the Legacy Wave Driver, disconnecting from a static voice port

whilst playing a phrase does not end the playback

Open Issues

Log Number Issue description

CTIS

ARC2160 Console Operators cannot log in

CT Server

ARC2208 Arc Primary License Expired

















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release notes for arc prosingle cluster, dial plan, tenant but includes installation of the...

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