Channels v9.4 Latest Release Notes Updates

Recommended Software Version and configuration

Latest Release version: 9.4 Cumulative Update 10 QFE 5.

Moxie suggests that all customers who have implemented Channels version 9.4 install Channels 9.4 Cumulative Update 10 QFE 5 (Channels 9.4.0.10 QFE 5). 

When additional information related to product release is available, this article will be updated and published.

   Information in this article supersedes related information from the Hardware and Software Requirements Guide and the Release Notes.

Important:

 

  • Note that PowerShell v4.0 is required for fresh installation and upgrades. This ensures issues related to upgrading in the Windows Server 2008R2 environment are resolved.
  • Installation software and procedural description are available in Moxie's Support Knowledgebase Portal.
  • Channels databases must be backed-up prior to upgrading.
  • In case of roll-back to a prior version, the database back-up must be restored. Roll-back does not reinstate database changes.
  • P3P is required to support Internet Explorer visitors on a Moxie Channels Chat Responsive Portal. With Channels 9.4 Hotfix 1 Patch 03 or later, the Channels website (with the default name - NetAgent) must have a P3P policy (“Platform for Privacy Preferences Project”) configured to properly support visitors who use Internet Explorer with Responsive chat portals. 
    This is due to Internet Explorer’s default setting which disables the required 3rd party cookies. Note that this only impacts the NetAgent website for chat, your website does not require any change due to this update. For details refer to the article: P3P Configuration in Moxie Support Knowledgebase Portal.

1. Channels Agent Client

  • Running multiple agent client instances on the same desktop is not supported.  This includes having two or mare Agent Client running under different desktop profiles on the same machine
  • Java Version Support

    • Java 1.8 is required.
    • Java 1.7 or earlier are not supported.
    • Java 1.9 is not currently supported

     The “Received time” of an email in the preview panel is one hour ahead of agents’ local time in certain time zones such as Chile (Santiago). However, email search or email event times remain unaffected.
This is a known issue with respect to JRE update 1.8_u91, or prior releases. It is advisable to use JRE 1.8 update 121, or later releases to avoid such discrepancies. For details refer to this article in the Moxie Support Knowledgebase portal Moxie JRE support statement.  [TFS ID: 109151]

2. Internet Explorer Version Support for Agent Client

  • It is recommended to use Internet Explorer version 11 (32-bit Only).
  • "Compatibility Mode" in IE11 is not suggested.
  • Internet Explorer version 9 or earlier is not supported.

3. Recommended Agent Client settings

There are recommended settings to control the behavior of Channels Agent Client to enable its best performance and reliability. For details refer to this article in the Moxie Support Knowledgebase portal  recommended values.

4. Monitoring for Moxie Email

There could be multiple circumstances where email is not properly processed by the email subsystems, primarily related to CommCore services. This article in the Moxie Support Knowledgebase portal helps identify such circumstances and offer corrective action

4. Recent Enhancements

The following were introduced in recent releases.

Channels 9.4 CU10 QFE 4

Real-time Text Translation: This information is for Moxie Channels customers who are using the optional Real-time Text Translation feature. This optional feature leverages Lionbridge’s Geofluent Real-time Text Translation service.  Their v1 API is planned to be deprecated on or about June 30, 2018. To support this event, Channels 9.4 CU10 QFE 4 supports the Geofluent v1 as well as the current v3 API.  The v1 API uses a SOAP request and response format, whereas, the v3 API uses a RESTful protocol.

Beginning with Channels 9.4 CU10 QFE 4, administrators can configure the Real-time translation server settings in Channels Administrator to incorporate this change as described in the Channels 9.4 CU10 QFE 4 Release Notes

Important:  This change must be deployed by June 30, 2018 to continue using the Real-time text translation feature.

Channels 9.4 CU10 QFE 3

  1. The Chat routing logic has been updated to ensure agents who have been waiting the longest for a chat is autofed the next available chat session.

Channels 9.4 CU10 QFE 2

  1. Optimized Channels database indexes and queries to increase database performance.

  2. Introduced access to system performance counters to application hosting personnel.  This enables improved visibility to platform operational data. For details refer to this article in Moxie’s Support Knowledgebase.

Channels 9.4 CU10 QFE 1

  1. This change is an enhancement over the existing functionality for setting the number of seconds for the “presentation script” trigger in Channels Administrator > Chat > Content > Presentation Scripts. 
    In prior versions, the number of seconds at which each action in a presentation script should occur, was set using a drop-down menu.

 

Starting Channels 9.4 CU10 QFE 1, users can input up to 4 numeric characters in the range 0 to 9999 to set the number of seconds.

Entering non-numeric data in the “Seconds” box displays the alert illustrated below.

   

  Upgrading from previous versions will not cause loss of any data or settings.  The previously configured number of seconds will be retained and offered as  a text-box while editing this setting.

2. Channels and CommCore Server:  In deployments where Channels and CommCore are installed in different paths prior to upgrading to Channels 9.4 CU10 or Channels 9.4 CU10 QFE 1, the Web.config files may be deleted after the upgrade.
To prevent loss of files, system administrators need to run the pre-upgrade tool created for this purpose. The script identifies the Channels and CommCore installation folders, updates the filesystem and prepares the server for the upgrade. For details refer to this article in Moxie’s Support Knowledgebase. There is no reason to run this tool if the installation is a stand-alone Channels Server, a stand-alone CommCore Server or a server with Channels and CommCore files in the same install path. [TFS ID: 114490]

Channels 9.4 CU 10

Installer: Channels 9.4 CU10 features a new simplified installer which can be used for both:

  • A fresh installation of Channels 9.4 CU10.
  • An upgrade from Channels 9.4 GA or Channels 9.4 CU9 to Channels 9.4 CU10.

In the upgrade scenario, the installer performs a “side by side” installation of the previous and the new versions. As a result:

  • Channels 9.4 CU9 files remain in place.
  • Channels 9.4 CU9 configuration files and Survey files are migrated to Channels 9.4 CU10 directories.
  • Other files and folders (such as commonly customized folders containing templates, and language files) are copied to a backup folder named <PrevDataFiles> in the Channels 9.4 CU10 installation folder. They can be used for manual integration or updating.

Other changes resulting from the new installer include the following:

  • Using its “uninstall” option:
  • Reverts to the previous version (Channels 9.4 GA or Channels 9.4 CU9).
  • Restores services and websites as they were in the previous installation.
  • Company name, Service Instance names, PGM information are no longer required.
  • Default data: Key data items need to be entered just once instead of in multiple locations:
  • For data pertaining to database connection information, such as hostname, authentication key etc., the installer collects data entered in an initial instance and uses them as defaults in the respective fields of subsequent feature dialogs.  These entries can be changed in the dialogs, if desired.
  • Default values are more widely used. For example credentials provided for the main Channels Database, are reused for Cache and Survey databases.
  • Install paths do not use the IP address, company name or survey instance names in the folder structure.
  • Web site names are formed according to the corresponding feature - Channels, Survey, etc. However, in case of upgrading from a prior release, the previous web site names are retained.
  • Inter-service communication now defaults to using WCF instead of PGM.
  • Security related changes include the following:
  • All passwords are encrypted before they are stored in the registry or configuration files.
    Passwords (for connection strings) can still be entered in plain text when the service is
    stopped. They are re-encrypted by the service when it starts up.
  Only sensitive data within the Setup.ini files is encrypted instead of the entire file. This enables users to modify the files while troubleshooting.

The following information regarding the Channels 9.4 CU10 installer is important.

Deprecated Feature: The option 'Repair' is deprecated and not recommended for use.

Reboot Option: Starting up Channels Server(s) manually is no longer required. A prompt to reboot the system pops-up after any of the following:

  • Upgrade
  • Modify
  • Uninstall

Channels 9.4 CU10 services are started on reboot.

Default Web Site: If a Default Web Site was previously configured for Port 80, any application in the Default Web Site has to be updated after Channels 9.4 CU10 installation to avoid port conflicts. [TFS ID: 114516]

Roll-back to Channels 9.4 CU9: Prior to uninstalling Channels 9.4 CU10 and using the reboot option ensure that the backed-up Channels 9.4 or Channels 9.4 CU9 databases are restored.  Using a database that was upgraded to Channels 9.4 CU10 with a prior version of the application is not supported.

Multichannel Web Service and Email Portal: On upgrading to Channels 9.4 CU10, the configurations set for Email portal are not migrated and must be re-applied, using the following steps. [TFS ID: 113724]

  • Keep a backup of the file Request_samples.htm from:  InstalledPath\MoxieSoft\NetAgentServer\<IP>\http\emailportal\
  • Replace it with Request_samples.htm from InstalledPath\<Moxie>\http\emailportal\
  • Copy the file emailportal.xml from InstalledPath\Moxie\PrevDataFiles\Channels\conf
  • Paste it in InstalledPath\<Moxie>\Channels\conf

CommCore Services : Channels 9.4 CU10 installer includes the 'Modify' option which allows users to add or remove one or more CommCore Services.  If the Workflow service is removed in a single server deployment
(where one server runs all CommCore Services and Channels Service), the Router and PostOffice Services may not automatically start up after the installer concludes. [TFS ID: 113250]

To work around this issue:

  • Ensure that there is at least one Workflow service entry in the table 'Services' before starting Router or PostOffice service.
  • If there are multiple Router or PostOffice entries in the table as a result of deleting Workflow service, delete them and then start the service.
  • In the event of initializing Channels Databases (Main and Cache), start the services in the following sequence to work around any related issue. [TFS ID: 114476]                                                  
  • Channels Service
  • Workflow Service
  • PostOffice Service
  • Router Service
  • Monitor Service
  • Attachment Service

CommCore Folder Access: For the Secure Email Portal to function as expected the network Service account should be granted permissions for the folder MultichannelWebService/Logfiles.

Chat – File upload: Moxie® recommends the following for the Chat file upload path:

  • The file-upload path should be outside of the default installation path. If the default install path was used as the file-upload path in the previous installation, uploaded files are not migrated as part of the upgrade. Those files must be manually copied to the new folder.
  • The drive letters \a, \b, \f, \n, \r, \t, \v should not be used in specifying the Chat file location.
    Chat file upload fails if the file-upload path is configured on a drive with any of those drive letters.

Channels Services: On upgrading to Channels 9.4 CU10, the following may be observed in Channels Services.

CoBrowse: In deployments that include Channels CoBrowse service, the related changes made to the web.config file are carried forward, but the CoBrowse package files are not.​
Users should use the package to install and integrate CoBrowse Service as described in the Moxie® CoBrowse Channels Administrator Guide. 
​If the version installed prior to the upgrade was Channels 9.4 CU6 or later, you may copy the files and reapply the web.config settings.

Adding Features: After upgrading from previous versions to 9.4CU10, adding a feature that requires a web.config, results in corrupted configuration of newly added feature. 

Users can mitigate this  by renaming the web.config.new files to web.config before adding the respective feature.

If adding Proactive post upgrade using the "Modify" option, rename the following file before adding the feature:

<Installation Directory>\Moxie\Channels\http\proactive\web.config.new to

<Installation Directory>\Moxie\Channels\http\proactive\web.config

If adding Proactive post upgrade, using the "Modify" option, rename the following file before adding the feature:

<Installation Directory>\Moxie\Survey\http\web.config.new to

<Installation Directory>\Moxie\Survey\http\web.config

Channels 9.4 CU9 QFE 7 

Personal Mailbox timeout: The option “Timeout emails in personal mailboxes after:” for setting time-out interval for agents’ personal mailboxes, is available as illustrated in Figure 1 in the Settings tab of the pages displayed on navigating as follows:

  • Accounts > Roles > Insert/Modify Role > Settings tab
  • Accounts > User Accounts> Insert/Select Agent Account for modification > Settings tab

This change allows Channels administrators to set different values for the timeout interval to suit specific requirements of agents.

 The following are important with respect to this change:

  • The longest timeout interval is used across all roles, user account and global settings.
    If multiple roles or a directly assigned timeout with varying timeout intervals are assigned to an agent, the longest timeout interval setting is used for that agent.
  • There is no priority or precedence regarding the value set in this field by roles, directly assigned settings, or global settings, the longest timeout interval setting is used for that agent.
  • On upgrading to this release, users are not affected unless roles agent settings or global settings are updated.

By default, global settings will apply to agents, unless it is increased because of an assigned role or agent settings.

In prior versions this option was only available in the Rate Settings tab of the Email > System Mail Settings page.

This update includes changes in in the view permissions settings as well as the Channels Database (Main).

View Permissions: Changes made to “View Permissions” for a selected agent  are displayed  in the column
“Combined Permissions”. It includes the affected timeout period. This is the maximum timeout value assigned. Navigate as follows to see permissions related to the Personal mailbox timeout settings.

Accounts > User Account > Select Agent > Settings tab > View Permissions > Settings tab

Database Changes: To support the change to the personal mailbox timeout setting, the table ‘RoleOptions’ includes the following two columns.

  • PMTimeoutMailRate
  • PMTimeoutSchedule

Agent Scripting: Agent scripting is disabled by default. This is a behaviour change in this release.

Channels 9.4 CU9 QFE 6

Updates were made to the Responsive Customer Chat Client using the Web Content Accessibility Guidelines based on WCAG 2.0 AA.

Channels 9.4 CU8 QFE 5

Placeholder content Patching Tool: A “placeholder content patching tool” is available starting from Channels 9.4 CU8 QFE 5.
It patches the code content around placeholders used in email categories and email greetings created in prior versions. The tool resolves potential issues observed with placeholders that create malformed HTML code. On executing this tool an empty <Font> node is added before and after the placeholder.  

The tool does not affect email greetings or categories that do not have placeholders.  It needs to be run only if placeholders were used in greetings and categories prior to Channels 9.4 CU9.

Channels 9.4 CU8 QFE 3

Survey Result Report: While building the “Survey Result Report”, supervisors with permission for “Standard Historical Reporting” can now include an identifier for chat or email interactions that generate a survey result. This will help understand the context of the interaction.  The report includes the respective identifier – “Message ID” for email and “Interaction ID” for chat.  This can be used in “email search” or “chat transcript search” to find the interaction details.

Updated Administrator Login Page: The Administrator login page includes the QFE version (if any) along with the major, minor and Cumulative Update (CU) version.

Channels 9.4 CU8 QFE 2

Change in Architecture: Starting with Channels 9.4 CU8 QFE 2 there is support for HTTP/TCP Communication as an option to Pragmatic General Multicast (PGM).
It includes an option to set TCP/HTTP as the protocol for inter-service communication. This leverages the Windows Communication Foundation (WCF) framework.

Enabling HTTP/TCP requires specific configuration settings. If needed, please contact Moxie for assistance with this feature.  The change does not affect product usage or behavior.

      Pragmatic General Multicast (PGM) in use since Channels 9.2 will be removed from Moxie Channels in the future

Channels 9.4 CU 8 QFE 1

The algorithm for calculation of email expiry time based on SRSL has changed starting from Channels 9.4 CU8 QFE1. The calculation of expiry time uses the following logic:

  • For countries in the northern hemisphere:
    •  STD (standard time) is calculated based on STD offset.
    •  DST is calculated based on "Transition_2_Offset" in the table "WorldTimeZone". 
  • For countries in the southern hemisphere”
    • STD time is based on STD offset.
    • DST offset is based on "Transition_1_Offset" in the “WorldTimeZone” table.

For details refer to this article.

Channels 9.4 CU 6

Charset Encoding: Channels PostOffice Service (PO) supports new functionality for resolving email-parsing failures resulting from incompatible charset/encoding. This includes database changes as well as a scheduled task for periodically addressing parsing failures, re-parsing the failed emails and inducting them into the Channels database.

The mail re-parsing functionality in PO utilizes .NET equivalents of charset/encoding to resolve failures resulting from incompatible charset/encoding. This functionality comes into play on two occasions:

  1. When the mail is downloaded from the mail server and parsed.
  2. When the mail is already downloaded and is in the failed mail list.

When set to run at a preferred time interval the scheduled task performs the following tasks:

  • Picks all mails with a corresponding charset mapping and parses them
  • Executes a database query to determine which if any emails need to be re-parsed.

The following changes have been made to the Channels Database to support the re-parser functionality and the related scheduled task.

 

Database Table

Change

Charset Mapping

A new table CharsetMapping is added to store charset mappings

MailsFailedInParse

Two New Columns are added to the table

  • OriginalCharset
  • FailureType

Data type of the column “RawContent” is changed from NVARCHAR to VARBINARY.

ServiceEx

A new field “MailReparseInterval” in the table, holds the time at which the scheduled task is executed.

The ServiceEX::ValueEx column holds the time provided as "HH:MM:SS" in the 24 hour format and in UTC.

If the ServiceEx table does not contain the MailReparseInterval or if the provided time is invalid the default time "00:00:00" is set as the time for the scheduled task.

For details refer to the article Mail Re-Parsing In PostOffice Service

Important Notes

Channels Cumulative Update 9 Installer 

An issue with respect to two files for the Multi Channel Web Service not always updating as expected, was found when installing Channels 9.4 CU 9. On upgrading from any cumulative update (CU)  of Channels 9.4 to Channels 9.4 CU9 system administrators must check if the files'date is not "05/30/2017". This issue is resolved when 9.4 CU9 QFE 1 or later is installed. If needed, a solution is available via Moxie support.  This is not needed and should not be used if 9.4 CU9 QFE 1 or later is installed or will be installed soon.

When a visitor uses a current Safari browser version on a web site set for responsive chat, using the template “responsive”, the chat session may disconnect under the following circumstances. 
This issue may be observed in prior Moxie releases.

  • The web site supports HTTP and HTTPS and the visitor navigates from one protocol to another.
  • The web site uses multiple domains (for example: www.company.com and cart.company.com) and the visitor navigates from one domain to another.

    In these cases when the visitor navigates to the second location, the browser no longer maintains the chat session.  The agent sees the session drop after the session times out.  The visitor may start a new session.

    However, if the web site uses one protocol (HTTP or HTTPS) for all connections, or if the web site has a single domain, visitors will not be affected.

JxBrowser

The Chromium-based JxBrowser rendering engine is embedded beginning with Channels 9.4 CU6 release to enable display of the web based UI elements across all components of Channels Agent Client. 

Channels Agent Client 

  1. Network impact: 9.4 CU7 QFE 3  and later may require additional network bandwidth between each Channels Agent Client and Channels Server (or Moxie Cloud Services). The extent of additional bandwidth depends on the number of mailboxes in the system and the number of Channels Agent Clients connected. 9.4 CU7 QFE 5 and later has significantly reduced this impact by publishing only the mailboxes associated with each agent.

    The additional bandwidth required can be calculated using the following formula:

    (Number of mailboxes * Number of logged in Agents * 11) / 5 = bytes per second additional network utilization above prior utilization.

    In most environments, the additional bandwidth utilized does not have a negative impact or is even noticeable. However, in some environments with large numbers or agents and mailboxes, limited available bandwidth or Virtualized Desktop Environments, there may be a need to review the utilization.

  2. In some cases agents using IMEs (Input Method editors for languages such as Japanese or Chinese) for editing text may experience behavior differences in the user interface. Future releases will address these differences.
  3. If the statement in an outbound workflow defined for sending “alternate reply” to web-service emails, contains the application server’s IP address, users are unable to submit a follow-up mail. It is recommended to include the complete FQDN of the application server instead of an IP address.
  4. The option “Run now on server” does not function as expected for scheduled reports if the functionality is not configured correctly. See “Configuring Scheduled Reports” to complete the necessary steps. 
  5. The “Received time” of an email in the preview panel is one hour ahead of agents’ local time in certain time zones such as Chile (Santiago). However, email search or email event times remain unaffected. This is a known issue with respect to JRE update 1.8_u91, or prior releases. It is advisable to use JRE 1.8 update 121, or later releases to avoid such discrepancies.

Channels Database

  1. To prevent orphan “MailMessageEx” records in the database, resulting from the tables pertaining to mail content being “Purged” at a lower day count than the “Mail Event” tables, administrators must ensure that database tables related to Email have the same number of days configured for Archive/Purge.
  2. When existing emails are parsed on upgrading to Channels 9.4.0.6, the database field “Evparam3” in the table “MailProcessingEvents” is not updated as 'null' though the table ‘MailsFailedInParse’ is updated with 'Original Charset' as “(null)”. If emails are in MailsFailedInParse' table prior to upgrade, the field EvParam3 continues to show the “original charset”. This is expected behaviour.

Character Sets Mapping

The following table describes the character sets that are suggested for managing email re-parsing.  This table is updated based on customer feedback.

 

No.

Charset

Alias

Date

1

Cp1252

windows-1252

2016-10-22

2

utf8

utf-8

2016-10-22

3

"cp1252"

windows-1252

2016-10-22

4

utf-8; charset="utf-8"

utf-8

2016-10-22

5

"utf-8"

utf-8

2016-10-22

6

"utf8"

utf-8

2016-10-22

7

cp932

shift_jis

2016-10-22

8

cp936

gb2312

2016-10-22

9

iso-8851-1

iso-8859-1

2016-10-22

10

"iso-8859-1"

iso-8859-1

2016-10-22

11

iso-8859-10

iso-8859-4

2016-10-22

12

"iso-8859-10"

iso-8859-4

2016-10-22

13

windows-31j

shift_jis

2016-10-22

14

"us-ascii"

us-ascii

2016-10-22

15

"CP-850"

ibm850

2016-10-22

16

UTF_8

utf-8

2016-10-22

17

iso_6937-2-add

x-cp20269

2016-10-22

18

ansi_x3.110-1983

iso-8859-1

2016-11-22

19

iso-8859-1\r\n

iso-8859-1

2016-11-22

20

ISO8859-15

iso-8859-1

2016-11-22

21

utf-8utf-8

utf-8

2016-11-22

22

utf-8http-equivContent-Type

utf-8

2016-11-22

23

viscii

utf-8

2016-11-22

24

CP-850

ibm850

2016-12-02

25

charset="utf-8"

utf-8

2016-12-02

26

WINDOWS-1252

windows-1252

2016-12-02

27

charset=iso-8859-1

iso-8859-1

2017-01-11

28

3Dutf-8

utf-8

2017-01-13

29

cp1250

windows-1250

2017-01-13

30

_iso-2022-jp$ESC

iso-2022-jp

2017-01-13

31

gb2132

gb2312

2017-01-13

32

ISO8859_1

iso-8859-1

2017-01-13

33

ISO-8859-1 MIME-Version: 1.0

iso-8859-1

2017-01-13

34

us-ascii, gb2312

us-ascii

2017-01-13

35

X-UNKNOWN

utf-8

2017-01-13

36

=utf-8

utf-8

2017-01-13

37

csISO4UnitedKingdom

utf-8

2017-01-13

38

134

gb2312

2017-01-13

39

136

big5

2017-01-13

40

en-utf-8

utf-8

2017-01-13

41

WIN1252

windows-1252

2017-01-13

42

charset=\

utf-8

2017-01-13

43

iso-88659-1

iso-8859-1

NOT IN SCRIPT.  

44

8859_1

iso-8859-1

2017-05-25

45

uft8

utf-8

2017-06-14

Note: UFT8 not UTF-8

46

iso-8851-9

iso-8859-9

2017-06-14

47

"charset=\"utf-8\""

utf-8

2017-06-20

48

"=windows-1252"

windows-1252

2017-06-20

49

=windows-1252

windows-1252

2017-06-20

50

cp932

shift_jis

2017-06-28

51

us-asc

us-ascii

2017-06-28

52

dec-mcs

iso-8859-1

2017-06-28

53

"charset=us-ascii"

us-ascii

2017-10-03

54

charset=us-ascii

us-ascii

2017-12-04

55

"en_GB.iso88591"

iso-8859-1

2017-12-04

56

en_GB.iso88591

iso-8859-1

2017-12-04

57

"8bit"

utf-8

2017-12-04

58

8bit

utf-8

2017-12-04

59

sami

utf-8

2017-12-29

No translation available.  Using UTF-8. 

Special charset for Norway, Sweden, and Finland.

60

Videotex-suppl

utf-8

2017-12-29

No translation available.  Using UTF-8.

61

pt

utf-8

2017-12-29

No translation available.  Using UTF-8.  Portuguese 

62

pt2

utf-8

2017-12-29

No translation available.  Using UTF-8.  Portuguese 

63

es-ascii

us-ascii

No translation available.  Using us-ascii

64

utf-8;

utf-8

2018-01-16

Non-standard format  

 

Channels Upgrade

Roll-back of  Channels 9.4 CU6 to Channels 9.4GA is not recommended.
Support engineers can  workaround this issue by copying and pasting the correct version of  the file "Mailbee.NET.dll" from another instance.

Customers are advised to contact Moxie support  for assistance in this regard.

On upgrading a deployment of Channels 9.1 which had an invalid address in the “Email From List” field, to Channels 9.4,  the “from address” defaults to the invalid email address when it is pulled to the reply editor.   System administrators can work around this by updating the Channels Database with correct email address(es) in the “MailFromList” table.

Known Issues in Channels 9.4 CU10

Channels Administrator

  1. An Email workflow with the condition “From Email Address” “Equals” “<valid email address>” does not function as expected as the email address value being evaluated must be the exact text including the Display Name of the sender. This was introduced in 9.4 CU8.
    The workflow functions correctly if the operator “contains” is used instead of “equals”.
  2. Navigating between the Frequently Used Pages or Sayings or Files, the Service Lines, and the Management tabs, in the “Productivity Maximizer” page, the following message is displayed.
  3. “Productivity maximizer: Processing error”.
  4. Entering “*” (asterisk) in the field “Add URLs to Filter” of Channels Administrator > Chat > Filter Setting  > URL Filter, and selecting the radio button “Allow”, do not function as expected in Channels Agent Client. Frequently used pages (FUPs) from agents to chat visitors are rejected.
  5. When the option “Count new emails in routing decisions” in Email > System Mail Settings > Feature Settings, is enabled or disabled in an active deployment, the count of Agent initiated email (including forwarded emails) is not taken into consideration in routing decisions.
  6. The Schedule Maker does not reflect the Daylight Saving time for Australia - Melbourne and Sydney regions after Oct 5, 2014.
  7. The system response service level (SRSL) is not calculated correctly when “enable day light saving” is selected for the time zone Brazil/Brasilia. This issue is resolved.
  8. All characters after the ’(apostrophe mark) including itself are dropped from a “matching pattern” string inserted and saved in the Chat > Session Transcript Mask > Transcript Masking Rule page > Matching pattern field.
  9. 'Session transcript mask' check box in Administrator is not available for users in Sub-Administration roles See.  For details refer to the article “Reinstating Display of the 'Session transcript mask' check box ” in “Moxie Support Knowledgebase".
  10. In deployments that have upgraded to Channels 9.2 or Channels 9.4, migration is already accomplished, and some migrated workflows fail to execute.  For details refer to the article “Workaround - Scheduled Workflow Migration Issue (Channels 9.2 and higher)” in “Moxie Support Knowledgebase.

Channels Agent Client

  1. Survey link is not included in the email when Channels Survey is installed on a server which uses HTTP.  Users can workaround this issue by adding HTTP binding in the web.config file of the PostOffice Service and test Survey Service over HTTP.  It is recommended that users contact Moxie Customer Support for assistance.
  2. In Active-Active deployments, the mailbox tree, with mailboxes containing emails that are not responded to beyond the System Response Service Level (SRSL) time limit does not retain the red color after users logout and login to Channels Agent Client.
  3. When emails whose SRSL time limit has ended are pulled into the reply editor or transferred across mailboxes, the mailbox tree, changes color from black to red after a few seconds instead of remaining black.
  4. On login, the “Received Date” and “Entered Mailbox” fields in the Personal Mailbox panel are not colored red for email whose SRSL time limit has ended.
  5. When an agent logs out from an instance and logs into another instance without clicking “OK” to confirm automatic logout, the “Total Time Offline” does not match with the sum of the individual offline time fields.
  6. When the SRSL(System Response Service Level) of an  email received within a shift schedule expires, and the agent transfers that email  to a  personal mailbox and then back to original mailbox, the SRSL counter is reset. This could mislead agents to assume that they have replied within the SRSL whereas the reply was actually made out of time.
  7. Large values for Email category list cause stops email content from being saved to the database. Such content is lost without a related alert being displayed to agents.
  8. In Active-Active deployment, when the "System Mail Settings" is configured to send ‘1’ auto acknowledgement within ‘24 hrs’, and one email is sent to two different mailboxes in 24 hrs, auto acknowledgements are sent to both the instances of the same email.
  9. When a Mailbox is empty the count "Number of Emails"  is displayed as N/A instead of  0 (zero).
  10. When an inbound email is added to a category by the action configured in the inbound workflow, the resulting statistic is not correctly reflected in the Email Category Report.
  11. The real-time statistic # Emails Refused, (in Agent Statistics), is reset to “0” after an agent logs out and logs into Channels Agent Client.
  12. Mailbox real-time statistics counts are inconsistent in System and Mailbox dashboards. A workaround is available. Users who need it can contact Moxie support for assistance.
  13. Changing a font setting on the fly using Channels Administrator > Portal Builder > Portal Style > Client Options > Font(s), updates the TitleBarFont column instead of the Font column in the ChatCustomerClientOption table of the database. As a result, agents are unable to see the updated font in the Chat Client of responsive portals. 
  14. While setting a new Historical Report for Survey Result Data, after selecting the Date Range option and setting it, selecting the Fields option, displays a blank window.  
  15. When a mailbox is empty, the “Number of Emails” column in the table displayed in the ‘Transfer Email’ window, shows the count as N/A instead of 0 (zero).
  16. Personal mailbox count shows “0” even when emails are present if the SRSL_ALERT_FREQUENCY is disabled (i.e. set to 0).
  17. On deleting an email from an agent’s personal mailbox, the real-time statistic #Emails Deleted is not updated.
  18. If an email in the search results pages includes multiple attachments, clicking the hyperlink and then clicking “Open”, displays the attachment in a pop-up window. This window must be closed before repeating the steps to open the next attachment. This prevents the following:
    • Channels Agent Client becoming unresponsive.

    • Display of an error message in the reply editor while selecting emails or while exiting Channels Agent Client.  [TFS: 94273]

  19. Channels Agent Client in Channels 9.4.0.7 (CU7) has an issue where, in some cases, the application freezes for many minutes when agents consistently open the Greeting and / or Categories panel. It is recommended to use quickcodes whenever possible to avoid this situation. Moxie is developing an update.

  20. In the Agent Activity Monitor space, clicking the drop-down button in the “Search Options > Department” area, does not list the departments defined in the system. Additionally the workspace becomes inactive until the session is re-authenticated.

  21. Disabling the option “Allow include archive in unified customer history” in Channels Administrator > Accounts > Role > Chat Permissions, is not effected in Channels Agent Client. 

  22. An additional email is autofed to the supervisor per email that is disapproved by the supervisor. 
  23. Chat sessions disconnect or display a “404” error when a user with a special character in the login name, logs in and traverses multiple pages or tabs in web sites embedded with the same code for responsive chat. 
  24. In the supervisor workspace. Clicking an email attachment causes a browser pop-up window to open. 
  25. On opening a mailbox configured with encryption settings for SLS/TLS, the related check-box options ‘Allow Self-Signed Certificates’ and ‘Allow Expired Certificates’, are not displayed.
  26. The option 'Pull Next Customer' in the Chat/Tele work space does not open the next chat request in queue. 
  27. Chat requests in queue are not autofed to an agent if the setting “Maximum number of sessions fed” is changed from to 0(Zero) to a higher value, on the fly. 
  28. Granting “service line permission” on the fly does not take effect for logged in agents. Chat requests in queue are not autofed in such a scenario. Agents should change their login status or log off and re-login for the permissions to take effect. 
  29. When a supervisor rejects an email and hits 'Submit' without entering any text in the note dialog that is displayed, the dialog is closed without any warning, but the mail remains in the outbox, it is not rejected.
  30. Logging out of Chat/Email Workspace, clearing Java cache and TAC logs an re-launching Channels Agent Client, occasionally brings up the error message ‘Unable to launch the Application’.
  31. Outbound email with a category that has quick-code containing an apostrophe (’), is not sent out of the system. As a result, errors are recorded in router logs and email autofeed stops till agents login again to Channels Agent Client. 
  32. Clicking the “External” button in the Knowledgebase workspace, to insert a KB article link in a chat interaction, inserts HTML code related to the article instead of the text of the article.
  33. A print request with more than 6 emails selected from the work list, fails to open the matching number of print windows. 
  34. If the permission “Allow Agent to use change ‘from’ email address” is not assigned to an agent, replies sent by that agent do not include the display name when viewed by mail recipients. 
  35. Agents find that email is not categorized if the inbound workflow step adds incoming email to a category which has an apostrophe (’) in quick code.
  36. Agents stored as “Favorites” in Personal Mailbox Manager are not saved on log out. They do not appear in the “Favorites” drop-down (left pane) when the supervisor logs back into Channels Agent Client.
  37. When an email is transferred to a mailbox associated with a schedule, its System Response Service Level (SRSL) timer is reset to the time of entry into that mailbox rather than the time of its entry into the Channels system.
  38. On switching between panels when there are 2 or more docked panels,  the "preview"  of  the docked panel goes blank. Minimizing and reopening the docked panel fixes this display issue.
  39. Supervisors are unable to pull an email from the Email Approval Panel when it has been disapproved earlier and marked for approval for a second time.  However, emails are pushed (autofed) appropriately from the Email Approval Panel.
  40. The “From” email address in an agent initiated email, changes automatically on clicking “Greetings”, entering content for one or more of the greeting fields and saving the updates.
  41. Email marked for approval is not autofed to supervisors who are granted the mailbox permission ‘Auto Feed Approval mail’. 
  42. Granting the “Global access to personal mailboxes” permission on the fly, directly or through the Roles option does not take effect in Channels Agent Client. 
  43. The option 'Pull Next Customer' in the Chat/Tele workspace does not open the next chat request in queue.
  44. Email messages disappear from the email reply-editor when the email approval permissions for agent is revoked in Channels Administrator.
  45. Clicking an  ad link multiple times in big browser causes the application to freeze.
  46. A chat session is disconnected at the visitor’s end if the visitor uploads a file containing the hash character (#) in its name.  However, at the agent’s end the session continues to be active.
  47. Due to the change in Lionbridge’s GeoFluent v3 API, using the markups <DNT> and </DNT> to tag text not to be translated, does not work.  As a workaround, add each string enclosed in the tags to the glossary in the GeoFluent Portal. This will be resolved by Lionbridge in the future

Channels Chat Client

  1. If the content in a “frequently used saying” has a <carriage return>, a “translation error” is displayed in the chat transcript. 
  2. When agents send text exceeding 600 characters they see the following error if the message setting in “Channels Administrator > Portal Builder > Portal Style > Maximum Chat Message Size” is set to ‘Unlimited’.
‘Message rejected> *** Too Large ***’

However when the size limit is set to ‘5000’, the agents can successfully send the same text.

Channels CommCore Services

  1. Auto-Acknowledgement email is not sent in the subsequent cycle when the count maxautoacknowledgement is reached within the configured interval. This is a known issue since Channels 9.2.
  2. On sending  emails of size 1MB continuously to mailbox, an error gets logged in EventViewer for PostOfficeService due to Timeout and Workflow is not triggered on emails.

Channels Customer Chat Client

  1. Adding or updating fonts using the option Portal Builder > Portal Style > Client Options > Font(s), in Channels Administrator, updates the TitleBarFont column instead of the Font column in the ChatCustomerClientOption table of the database. As a result, agents are unable to change the font in the Chat window of responsive portals.
    The font change does not affect on-going chats. It becomes effective in the next chat instance.    Imported portals must be opened in Channels Administrator and saved.
  2. Using a “closed portal” url to open a chat browser displays the message ‘Invalid login attempt’, instead of displaying the closed URL configured in the field: System / service line schedule closed URL In the Chat > System URLs page. To work around this issue, ensure that the “Portal Closed HTML” area in Portal Style settings has the relevant code.
  3. In instances where the customer client uses the IE9 browser, clicking the chat invitation opens the flyout in a new window.

Channels CoBrowse (note that CU6 and later requires an updated version of CoBrowse)

  1. On starting a valid CoBrowse session, agents find that the visitor’s site is not rendered as a well formatted web page.

Channels Database

  1. When an agent replies to an email and transfers it to a mailbox from the Reply Editor, the Replytype value in the MailReply table, changes from 0 (Reply) to 1 (New). As a result, the transferred email is listed as an agent initiated email in the “Search Results” page. 

Channels Proactive Server

  1. After the “Log Proactive Events” option is selected in the Proactive Settings page, when a proactive chat is completed, the ProactiveEvents table is not updated for the related session; instead, the ProactiveSessions table is updated.
  2. When ‘Log Proactive Events’ or ‘Log Proactive Customers’ Page History’ settings or both are not selected in the Administrator > Chat > Proactive Settings page, the Proactive invite is not displayed in a monitored page.

Channels Reporting

  1. The Survey Summary report “# of Times Declined” does not include declines for chat surveys. 
  2. The Snapshot report  gives an incorrect number for "# emails waiting".  For a specified start and end date the addition is repeated every 15 minutes because snapshots are taken every 15  minutes, leading to this incorrect number. For example, if there were 12 emails waiting between 1 and 2pm, the table  displays 48 in the "# emails waiting" column.
  3. When snapshot reporting is enabled with a scheduled interval of 15 minutes or higher, at each instance of snapshot creation, two entries are made in MailboxTimedStats table.

Channels Services - Windows Authentication

  1.  On upgrading to Channels 9.4 CU 9 from Channels 9.4 GA, the logon account for survey service is changed to the local system account.

Channels Workflows

  1. A workflow with the advanced step to add Header, Footer, Opening and Closing greetings does not function as expected if the same quick code is set for multiple greetings.
  2. Workflow fails to filter and route inbound emails with multiple addresses in the “To” field, even though the conditions are met.  
  3. When a ‘Delete message’ advanced scheduled workflow is used, the real time statistic "number of emails" is not decremented as expected and therefore incorrect.
  4.  In a deployment where TCP/HTTP (WCF) is the protocol for inter-service communication, if the option   ‘Enable Email Approval Workflow’ in Email > System Mail Settings is disabled, when there are emails awaiting approval, it is noticed that, the emails are not put back as disapproved emails. 
  5. Workflows are not triggered when some comparison operators (e.g. ‘starts with’, ‘equals’) are used, and emails are not routed as per the actions set in them.

 

Upgrade from Channels 9.1 to channels 9.4

When upgrading a Non-production Channels Software installation that will be-targeted to a production database to one upgraded from Channels 9.1 to Channels 9.2 to Channels 9.4HF1+

  1. Stop all services
  2. Set flag (in registry) to reinitialize cache database
  3. Start Channels
  4. Run Permissions Stored Proc (upgrades to 9.2 only)
  5. Run Workflow Migration Script
  6. Start All Services 

For further questions and clarifications, please contact our Support team at 877-373-7848 (option 2) or via email at Support@gomoxie.com.