Product: Corepoint Telephony Dialer Version: 6.2.0 Level: E2065 Platform: AIX Date: 24 July 2001 Service File: edraix.tar Fileset: csesdlr.obj Size: 2252800 (2.1Mb) Checksum: 2239772303 Installation Instructions: -------------------------- This Service File is a tar of an installp update fileset. It includes both the fileset, csesdlr.obj, and its related .toc file. You must have root authority to install this fileset. - Download edraix.tar into a directory. - Extract the fileset using the command "tar -xvf edraix.tar". - Start "smit install_update" (for AIX < 4.2 use install_selectable). - Select "Install/Update From All Available Software". - Enter the directory name to which the fileset was extracted. - Enter the fileset name, csesdlr.obj, into the field "SOFTWARE to install". Service files are installed with root ownership and root access permissions. If you want users WITHOUT root authority to be able to start or access the Corepoint Telephony Dialer product files, the following changes are required: - Change the group with the chgrp command for all of the directories and files within the installation path. For example, to permit the Admin group, issue: "chgrp -R Admin /usr/lpp/cseb" - Change the file permissions with the chmod command. For example, "chmod -R g+x+r /usr/lpp/cseb" Fixes contained in this Service Package: ---------------------------------------- Name: APAR IC30116 Library: 9475 Symptom: A power dialer call is enqueued on behalf of agentA, the agent is placed in Pending_Outbound state. When the connection is made, the call is given to agentB who was also available, instead of agentA, who had been waiting the longest. Solution: Corrected the code that manages the agent states when making outbound calls. The agent initially selected and placed in Pending_Outbound was getting a state change time update which did not show agentA as the one waiting the longest when the evaluation was done as to which agent to give the connected call to. Corrected fix for 9351. Name: APAR IC29420 Library: 9127 Symptom: After installation of service on AIX, the softlink may still point to a different executable rather than the one that was just updated. Solution: The fixpack installation program is updated to update the softlink to point to the executable that was updated. Name: APAR IC27620 Library: 8862 Symptom: Unable to access working agent list as logoff of agent occurs. Solution: The dropApps function will now call the ProcessACDLogoff function that handles locks better and should prevent the lock problem from occurring. Name: APAR IC27561 Library: 8739 Symptom: Invalid QueueSize value returned for monitored TADS_ACD_STATUS_EVENT. Solution: Correct the Skill Expression copy constructor in tadsskbr.hpp to copy the iCallsInQueue value so that the GenerateACDAgentDetails function will obtain the correct queue size value. Name: APAR IC00000 Library: 8180 Symptom: When an Agent Logged ON and processing both INBOUND and Preview Dialing calls Logs off the system, the Dialer intermittantly cores. Problem: Program Defect Workaround: None Solution: When the destructor on a TadsOutbound object is called a pointer to the Tads_ThreadCond semaphore object is deleted if it is valid. However, the constructor was setting the pointer to null as the semaphore is not accessed in Preview Dialing. By instantiating this pointer to a valid object that core was eliminated. Name: APAR IC00000 Library: 8096 Symptom: When running Power Dialer in PowerCallsPerAgent > 1 mode, the dialer was only attempting to send calls answered by a customer to the agent that had prompted the call to be dialed. What would occur in the situation where multilple calls launched on 1 agent's behalf is that the calls that did not get transfered to the agent would be abandoned. This caused a high rate of NoAgentAvailable calls, and agents across the queue were not receiving calls in a consistant manner as their outbound calls would not reach a customer. Problem: Design Error Workaround: None Solution: Change the agent selection algorythm to select the next agent in PENDING_OUTBOUND state that is not currently involved in a call. This will ensure that multiple calls launched and answered for 1 agent will be serviced immediately by multiple agents. This will reduce not only the NoAgentAvailable abandoned calls, but will keep agents participating in the campaign consistantly active in customer calls. Name: APAR IC24678 Symptom: When Agent resumes are changed to delete/add agent skills to an Agent's resume who is actively processing calls in the system, SKBR could trap. Problem: Design Error Workaround: None Solution: Change to the ReadINI() processing so that only the agent's delta is changed in QualifiedAgentList instead of doing a remove/add. The remove add was creating a corrupted agent in the List. Name: APAR IC00000 Library: 8031 Symptom: When a skill is added to an Agent's resume in the INI file and TadsReadINI() is called, the agent is placed as qualified to handles calls from all queues that contain the added skill. However, if the Agent was in available state and calls are queued for the new skill, the agent was not selected to handle a call. Problem: Code Error Workaround: Have agent logoff, then back on to the system. Solution: Change the TadsReadINI() processing to find a call for the agent if the agent is in available state and calls exist on the queue. Name: APAR IC00000 Library: 8031 Symptom: When an Agent Skill,LEVEL combination is removed from the INI file and TadsReadINI() is called the agent is only removed from the specific Skill,LEVEL queue. The Agent remains in other Skill,LEVEL queues in which he previously was qualified for. Problem: Code Error Workaround: Have agent logoff, then back on to the system. Solution: Change the TadsReadINI() processing to remove the agent from all associated skill queues that contain the removed skill. Name: APAR IC00000 Library: 8017 Symptom: An EnqueueResponseEvent was not being generated in some failure cases. Problem: Code Error Workaround: None Solution: Generate the event in all failure cases. Name: APAR IC00000 Library: 8016 Symptom: TadsDialCompleteEvent was not being generated in some cases. Problem: Code Error Workaround: None Solution: Generate the event in all failure cases. Name: APAR IC24537 Symptom: When an application issues an TadsQueryACDStatus or receives a TadsACDStatusEvent the Available agent count could be incorrect as to how many agents are actual in the available state for that queue. Problem: Code Error Workaround: None Solution: Changes to the code so that the incrementing and decrementing the count of available agents remains accurate. Name: APAR IC24533 Symptom: When an agent logs off during the transfer of an outbound power dial, it is possible for the SKBR/Dialer daemon to trap. Was being caused one thread removing the Agent for a list while another thread accessed a pointer to it. Problem: Code Error Workaround: None Solution: Changes to the code to reinitialize the pointer to the working agent prior to accessing the object. Name: APAR IC24203 Symptom: If agent that is actively servicing calls attempts to call TadsRequestACDAction(AGENT_LOGOFF) the SKBR/Dialer daemon traps as 1 thread would remove the agent while other threads were still accessing it. Problem: Design Error Workaround: Have the Agent Application make the agent UNAVAILABLE before issuing LOGOFF. Solution: Ensure that the agent list is locked correctly in the code so that multiple threads are not accessing the same agent at the same time. Name: APAR IC24204 Symptom: Under heavy load it is possible to have the SKBR/Dialer Daemon enter a deadlock state as multiple threads access the same semaphores at the same time. Problem: Design Error Workaround: None Solution: Code change to clean up semaphore locking problems. Name: APAR IC24205 Symptom: Under heavy load in Power Dialing mode it is possible to have 2 thread access the same Call in the system. 1 thread is removing the call at the same time that the 2nd thread is trying to use it. Once the first thread removes this from memory the second thread accesses invalid data. Problem: Design Error Workaround: None Solution: Code change to clean up semaphore of the Call list and ensuring that the same call is not accessed by multiple threads. Name: APAR IC24206 Symptom: The TadsGetOutboundCall() API specifies that a wait time value of -1 would block forever. This was not the case and the API would not block at all, causing a timing problem internally to the dialer, resulting in a trap. Problem: Design Error Workaround: Issue the API with another value. Solution: Code change to have the API block for 24hrs. on a call with wait time = -1. Name: APAR IC24207 Symptom: In POWER dialing mode it is possible to have the same call (customer number) serviced by multiple IVR ports. This causes the customer do be called multiple times if a retry mechanism is enabled. Problem: Design Error Workaround: None Solution: Code change to ensure that the call being made is marked as already being serviced by an IVR port. Name: APAR IC23986 Symptom: When Dialer is performing multiple POWER dial calls per agent, it is possible to have 2 calls transfered to the same agent at the same time, resulting in a transfer failure on 1 of the calls. Problem: Design Error Workaround: None Solution: Mark the Agent as selected upon receipt of the first TadsSetDialResult(ANSWERED), forcing the second to find another available agent. Files contained in this Service Package: ---------------------------------------- cseb/bin/dialer cseb/rc/Dialer cseb/text/dialer.copyright cseb/text/dialer.txt