Channels v9.4 Latest Release Notes Updates

Recommended Software Version and Configuration

Latest Release version: 9.4 Cumulative Update 12 QFE 2. Moxie suggests that customers who have implemented Channels version 9.4 install this version. If you have Concierge deployed, please contact Moxie Support.

When additional information related to product release is available, this article will be updated and published.Please review the latest published documentation for further information.

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

 

Important Installation and Upgrade Notes

Installation Prerequisites

Before installing Channels 9.4 CU12 QFE 2:

  • Make sure the correct version of Channels is installed on one or all servers in the deployment that will be upgraded using the available upgrade paths documented in the Moxie® Channels 9.4. CU12 Hardware and Software Requirements Guide. The following versions allow you to upgrade to 9.4 CU12 QFE 2:

    • Channels 9.4.0.0

    • Channels 9.4.CU9

    • Channels 9.4.CU10, including QFE versions 1 through 10

    • Channels 9.4.CU11, including QFE versions 1 through 8

    • Channels 9.4 CU12, including QFE version 1
  • The installer files must be downloaded or copied to a local folder to facilitate the installation. The installation must not be performed from a remote file location.
  • The installer stops IIS, all Moxie’s Services, and Service Lines before initiating installation. It is suggested to manually stop all servers (including CommCore and Survey Services) before upgrading. As a result, all users will be logged out. For details, see the Moxie® Channels 9.4. CU12 Installation Guide.
  • On an environment that was previously upgraded from 9.4 CU9, you must stop all Moxie services before running the QFE installer when upgrading from 9.4 CU11 or any prior 9.4 CU11 QFEs. [TFS ID: 124614]  
  • Current database(s) must be backed-up prior to the upgrade.
  • All systems servers’ clocks (including Channels, CommCore, and Database servers) must be synchronized and remain in sync.
  • Files from the prior release (for instance Channels 9.4 CU12) must be retained. After any upgrade, files from the previous version should not be removed.
  • When installing Channels, your host name should not include any underscores. The server name is auto-populated as the host name when running the installer. You can reset the host name at that point and remove any underscores. Underscores in the host name can cause timeout errors when using the Channels Administrator.
  • .Net 4.5.2 or .Net 4.6 or higher must be installed.
  • PowerShell v4.0 is required for fresh installations and upgrades. Also, when upgrading from Channels 9.4.0.10 or higher, you must set the Execution Policy in PowerShell to Unrestricted. For example, enter the following command in the PowerShell window:

Set-ExecutionPolicy Unrestricted

  • For each installation in a multi-service deployment (such as active/active), TCP and HTTP must be configured such that each protocol has a consistent port number across the installation. All installations in a multi-server set up must have the same IP and ports for Channels and CommCore. In addition, all services across a multi-service deployment must be able to communicate using TCP and HTTP protocols.
  • For complete details on installing and upgrading Channels, see the Moxie® Channels 9.4 CU12 Installation Guide.
  • For complete details about possible upgrade paths for deployments of previous Moxie’s releases to Channels 9.4 CU12 QFE 2 and hardware and software requirements, see the Moxie® Channels 9.4 CU12 Hardware and Software Requirements Guide.

Installation Steps

To install Channels 9.4 CU12 QFE 2:

  1. Close all applications on the server.
  2. Navigate to the local folder containing the installer files.
  3. Click MoxieChannelsPlatform94CU12QFE02 (x64).exe.
  4. Follow the installation wizard, till the procedure is complete.
  • Specific instructions concerning changes to be made to the Channels databases during upgrade from certain patch versions are included in the installation instructions.
  • The installer will update the database. If for some reason you need to roll back the changes, see the Moxie® Channels 9.4 CU12 Installation Guide.  
  • All Moxie’s Channels components except Channels Chat Load Balancer 9.4 must be upgraded as part of installing this cumulative update.
  • If CoBrowse with Channels 9.4 was previously deployed, it must be updated on the server.
  • When upgrading, Scheduled Report users must:
  • Log into the Schedule Report server with the credentials of the Scheduled Report user.
  • Manually run Channels Agent Client on the Schedule Report server.
  • Accept and save the Java certificate.
  • After the upgrade, any previously failed emails will be re-parsed with the default mapping (UTF-8).

Installation Notes

This section contains important notes regarding the Channels 9.4 CU12 QFE 2 installer:

  • If the root of any drive (c:\ or d:\) is specified for installation, the installer creates a folder named ‘Moxie’ and uses it for installing the Channels 9.4 CU12 QFE 2 components.
  • It is strongly recommended to use the reboot option every time the installer is utilized. Channels 9.4 CU12 QFE 2 services are started on reboot.
  • Any implemented database replication must be stopped for any upgrade and restarted after successful upgrade. Additional files resulting from customized or augmented features must be backed up and restored after upgrading to Channels 9.4 CU12 QFE 2.
  • If the Channels initialization process takes more than five minutes, you will see the following screen:

If you see this message, click Yes to continue waiting while Channels is initialized. The Channels 9.4 CU12 release makes several database changes. Clicking No and continuing with the installation process before the database changes are made can lead to a corrupted database. If you click No, do not restart your computer, and instead contact Moxie Support for assistance.

  • If you are upgrading to Channels 9.4 CU12 QFE 2 from 9.4 CU11 QFE8 or earlier, the value specified for the Firewall Name field on the System>Network page is used for the new Firewall FQDN/IP Address field. If you also had the Firewall IP Address field specified (which is no longer available), it is ignored on upgrade. For information on using the revised System>Network page, see the Channels 9.4 CU12 Administrator Guide.

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 installation to avoid port conflicts. [TFS ID: 114516]

If the application uses the default web site, the robots.txt file must be manually copied to the default website’s root directory. See the Moxie® Channels 9.4 CU12 Installation Guide for more details.

Roll-back

After rolling back from 9.4 CU12 QFE 2, restore the previous version databases. Using a database that was upgraded to Channels 9.4 CU12 QFE 2 with a prior version of the application is not supported. For information on rolling back to the previous release, see the Moxie® Channels 9.4 CU12 Installation Guide.

Multichannel Web Service and Email Portal

When upgrading from Channels 9.4 CU9 to Channels 9.4 CU12 QFE 2, 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 emailportal.xml from InstalledPath\Moxie\PrevDataFiles\Channels\conf
  • Paste it in InstalledPath\<Moxie>\Channels\conf

This work around is not needed when upgrading from Channels 9.4 CU10 or later.

CommCore Services

The Channels 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.

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. [TFS ID: 114573]

Channels Services

On upgrading to the latest release of Channels, the default website may be disabled if Survey Service is installed in the default website and the two (default website and Survey website) are assigned different port numbers. Restarting the server resolves this issue. [TFS ID: 113593]

It is a best practice when installing Channels 9.4 CU12 QFE 2 to specify a FQDN in the Host Name field on the Installer Default Settings page of the Installation Wizard. However, you may have already set this to an IP address and that is fine. Note that if you ever need to change the IP address for the Channels host machine, please contact Moxie Support for assistance. [TFS ID: 126251]

Notes About Using Channels 9.4 CU12 QFE 2

The following sections include specific information users should be aware of with respect to functioning of the applications in Channels 9.4 due to changes in recent releases.

CPU Utilization

To improve System Response Service Level (SRSL) calculations (since Channels 9.4 CU9 QFE 4), a slightly higher percentage of Cache Database server’s CPU may be used than in prior releases.

Browser Updates

Recent browser updates, initially Safari and Chrome but soon others, reduce computer resources for hidden browser tabs. This may disconnect chat sessions if the tab is hidden for longer than the configured session timeout period to automatically end. If this is a common situation for your customers, extending the timeout period may help mitigate the issue.

Recent browser updates are beginning to limit access to cross-domain cookies. Some features (such as Channels based sales tracking) may not work as expected if the web site domain is different from the Channels server domain.

Channels Agent Client

Tips for using the Channels Agent Client:

  • Channels Agent Client requires Oracle Java Runtime Environment (JRE) 8 (also described as Java 1.8). JRE 7, 9, 10, and 11 are not supported.
  • As a best practice, ensure that agents log off Channels Agent Client at least once per day.
  • In environments where the agent’s local desktop security is extremely limited, additional installation steps may be required. If needed, please contact Moxie Support for assistance.

Virtual Machine Support for Agent Client

Running multiple instances of Channels Agent Client on the same desktop is not supported. This includes having two or more instances running under different profiles on the same machine. Running multiple virtual machines on one physical machine is supported.  However, running multiple instances of Channels Agent Client on the same Windows desktop for multiple users is known to have issues with Agent Client stability and is prevented.

Unique IDs for User-Agent

Channels Agent Client appends “MoxieAgentClient” to the “User-Agent” client request header to produce unique strings to identify agent requests. This may be helpful for site functionality such as visitor tracking. The string produced is as follows. [TFS ID: 93433]

User-Agent: Mozilla/5.0 (Windows NT 6.3; WOW64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/60.0.3112.113 Safari/537.36 JxBrowser/6.19.2-b32-eap (MoxieAgentClient)

Launching and Initial Download

When starting Channels Agent Client with latest updates of JRE, the Java dialog box to confirm the application launch request may be displayed twice. Selecting the Do not show this again for this app from the publisher above option should remove the dialog at the next login.

Click Run, in both instances of the dialog box, to continue. The application’s initial download is large. Therefore, upon accessing it for the first time, the process may take several minutes. The progress bar may stay at about 90% for a few minutes before Channels Agent Client is ready for login.

Reporting and Snapshots

The following are important to note with respect to this functionality:

  • After upgrading to a new release, snapshots are invalidated, and snapshot replication is not automatically rescheduled. Channels administrators must manually run the snapshot agent or reschedule it to run at later time in order to replicate the snapshot in the Reporting database.
    [TFS IDs: 113761, 126286]
  • The Survey Summary report “# of Times Declined” does not include declines for chat surveys.
  • 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.
  • In Historical Reports, data in “Total Time Offline” does not match with the actual sum of all
    “off line” fields. This could be due to agents logging out of the application while in the “Unavailable” state. In most cases, this is a minor discrepancy ranging from 1 to 5 seconds and in a few cases between 30 min to an hour. The related issue is resolved, however; the fix does not enable older reports to provide accurate data.

Channels Administrator

  • In the Channels Administrator, on the System>Advanced Client Options page, setting the Error Logging Options for Network or Message to Debug or All, can lead to significant memory utilization issues and slowing down of downloads. It is strongly recommended to use Debug or All only under the direction of Moxie Support and only for short time periods.
  • Email workflow has limitation on number of workflow conditions and actions of 255 items.  [TFS ID: 126725]

Channels Reports

  • In case of multiple scheduled reports, it is recommended to have them set at least 5 minutes apart from each other. Also see TFS ID 120838.
  • If a second report runs at the same time as the first report, the second report fails and the Channels Agent Client process in the task manager persists. If this continues, the resulting multiple orphan processes may cause the Scheduled Report server to run out of resources.
  • Subsequent reports run as expected if they are not set to run simultaneously.
  • Scheduled reports are not sent after upgrading from channels 9.4 CU9 to Channels 9.4 CU11.
    To work around this event, add the Agent Client Java certificate to the list of Java console trusted certificates by opening a command prompt window and executing the following command:

"cmd.exe/c start "" javaws.exe "https://server.domain.com:443/NetAgent/jac/JavaAgent.jnlp.aspx?username=Reporter&password=ZTQd59MlLGqqM0fS&connect=true&agenttype=3&schedreport=7""

Existing reports and newly created ones should function as expected after this. [TFS ID: 120786]

Channels Server

  • All Channels application servers and database servers in the setup should be in same time zone and their clocks synchronized. Email replies in active-active deployments remain in “MailSendQueue” with status 0 (zero) if the server clocks are not synchronized with each other and with the databases. [TFS ID: 82670]
  • A Gmail account configured as a Channels Mailbox does not work if the Google account does not permit access to less secure apps. [TFS ID: 83086]
  • The installer in this release places a robots.txt file in the Channels, Proactive, Multichannel Webservice, and Survey websites to prevent web crawlers from listing contents of the directories.
  • In installations with more than one Channels Server in a cluster, Admin Clustering is not enabled by default upon upgrading. There are two methods to resolving this situation.

Option 1: After upgrading, update using Channels Admin on each Channels server:

  1. In Channels Administrator, navigate to System>Database Settings and check the Enable cluster checkbox under Server Cluster.
  2. Restart Channels.

Option 2: After upgrading, manually edit the Registry:

  1. Stop Channels on each Channels server.
  2. Using regedit, set the following on each Channels server:
    • HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Moxie\Channels\CurrentVersion
    • Key Name - ADMIN_CLUSTER
    • Set Value = 1
  3. Start Channels.

Option 3: After upgrading, run attached.reg file, run channels:​

  1. Stop Channels on each Channels server.
  2. Execute the attached Enable Admin Clustering registry file (after unzipping) on each Channels server Enable Admin Clustering.zip
  3. Start Channels on each Channels server.

Moxie Chat Load Balancer 

The Moxie Chat Load Balancer is no longer supported.

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

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  

65

jus_i.b1.002

utf-8

No translation available.  Using us-ascii

66

iso-8859-1-auto

iso-8859-1

 

67

mac-sami

utf-8

No translation available.  Using UTF-8

68

latin-greek-1

utf-8

No translation available.  Using UTF-8

69

utf

utf-8

Incorrectly written Charset

70

ISO-8859

iso-8859-1

 

71

ISO-88592

iso-8859-2

 

72

1252

windows-1252

 

73

t.101-g2

utf-8

There is no direct translation available. Using UTF-8. Japanese Character Set.

74

mac-centraleurope

iso-8859-2

Best available translation: INC-82339

75

uft-8

utf-8

Bad programming. Could be spam.

76

us=ascii

us-ascii

Bad programming. Could be spam.

77

3D"iso-8859-1"

iso-8859-1

Bad programming.

78

unknown-8bit

utf-8

Bad programming.

79

mac-uk

macintosh

Incorrect Charset.

80

646

iso-8859-1

646 was superseded to iso-8859-1.

81

8859-1

iso-8859-1

Charset did not include "iso-"

82

iso-88659-1

iso-8859-1

Invalid Charset

 

Known Issues in Channels 9.4 CU12 QFE 2

Channels Agent Client

Known Issue

Reference ID(s)

When viewing a PDF file in a popup window, the PDF does not render completely if opened a second time while the popup window is open. Workaround: Resize the popup window.

TFS ID: 124200

When the setting "Display Name for From Email Address": {##AGENT_FULLNAME##} is configured for a mailbox, emails may not be processed if the Full Name exceeds 58 characters (including the space separating the first and last name).

TFS ID: 121876

If there are multiple email requests in the Email auto feed dialog, the Details tab does not display any content.

TFS ID: 120042

Agents do not receive emails with attachments of size lesser than the Maximum Attachment Size configured in the Mailbox settings page.

TFS ID: 119802

On navigating from the last page to the previous pages in the Outbox “Search” display panel, the number of emails displayed does not match with the number specified for DB_MAX_SEARCH_RECORDS in the NaSettings table.

TFS ID: 119897

On clicking Yes in the Save Changes dialog box, and exiting Channels Agent Client, when there are a few unattended emails, it is noticed that the content added to the last email is not saved on put back because the agent has not accessed the email at the end of the list.

TFS ID: 118565

Email is auto fed to an agent with “Maximum number of sessions fed” count set to greater than 1, when the agent has completed all chats and is wrapping all chat sessions and then finishes wrapping a session.

TFS ID: 116603

In rare circumstances, agents are auto fed an email after wrapping up a chat session just prior to being fed a chat request

TFS ID: 116626

In a distributed (multi-server) environment a chat file upload may fail with the message
“Upload ended with an error.”

TIP: To resolve such errors in multi-server environments, maintain a network shared drive for chat file attachments.

TFS ID: 113762

When internal and external KBs are configured for different portals in the Channels Administrator > Knowledge Connector interface, KB articles associated with the external portal are not retrieved.

TFS ID: 114291

“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.

TFS ID: 77660

Email marked for approval is not auto fed to supervisors who are granted the mailbox permission ‘Auto Feed Approval mail’.

TFS ID: 92690

When the personal mailbox timeout is set for “Weekday Hours”, emails sent on a weekend (Saturday or Sunday) expire on the same day. For example, an email sent at 10:00 AM on a Saturday (or Sunday) with timeout interval set to “2 Weekday Hours" and transferred to a personal mailbox, is timed-out after 2 hours, that is, at 12:00 PM of the same day.

TFS ID: 112692

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.

TFS ID: 95831

The <Script> tag in HTML format email is scrubbed in email reply editor even when the JAC_EMAIL_SCRUB_LEVEL set to 0.

TFS IDs: 93477

When an agent selects a different email address in the “From” drop-down list and clicks “send”, the “from” address of the related email is reset to the address that was there prior to the change, when the email leaves the system. It is suggested that the “email from address” have a display name to resolve this issue.

TFS ID: 112322

In the personal mailbox panel, the ‘Department’ and ‘Agent’ personal mailboxes do not change color to red when SRSL time limit has ended whereas the columns ‘Received’ and ‘SRSL Expire Time’ are displayed in red.

TFS ID: 81862

After an agent has responded to email in the personal mailbox, and the supervisor "pulls" it out for action, the mail continues to be listed in the worklist.

TFS ID: 93267

A search request does not retrieve matching records from the Archive Database, when the setting “Include Archive Data” and the search option “Department” are selected.

TFS ID: 72727

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.

TFS ID: 103377

On clicking an attachment’s link in the email search workspace, a blank window is opened and retained even after the file is closed.

TFS ID: 92806

Agent Statistics page is not refreshed after agents log off, showing agents as still logged in.

TFS ID: 90219

On pulling email into a worklist, the email count for the mailbox in is decremented by one (1). Deleting the email while it is in the worklist again causes the mailbox count to be decremented
by one (1).

TFS ID: 93739

Mailbox real-time statistics counts are inconsistent in System and Mailbox dashboards.

NOTE: A workaround is available. Users who need it can contact Moxie’s support for assistance.

TFS ID: 77979

An email with specific set of email addresses, fails to be sent. There is no record for the email in email search and in the database.

TFS ID: 89961

On putting back an email from the reply editor to email approval panel, the attachment icon is not displayed until the mailbox view is refreshed.

TFS ID: 83217

Search for “Incoming Email” with the “Include Archive Data” option does not retrieve expected
data for the following search options:

  • ‘Date’ and ‘Email Fields-From (Domain)’
  • ‘Date’ and ‘Email Fields-From (User Name)’
  • ‘Date’ and ‘Email Fields-From (Display Name)’
  • ‘Date’ and ‘Email Fields-From (Full Address)’            

TFS ID: 105986, 105984, 105982, 105983

If files that do not have an extension (.txt, .gif etc.), are inserted as library attachments in
Channels Administrator, they are not listed in the ‘Library Attachments’ folder for use by agents.

TFS ID: 82994

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.

TFS ID: 117296

The following are observed with respect to Japanese text entry in the reply editor or notes area:

  • After entering Japanese text, clicking the mouse button elsewhere in the same block causes the text to be duplicated.
  • On highlighting one or more characters, the font color and the highlight color change, making it difficult to read the text.
  • When text is highlighted by pressing the <Spacebar>, pasting any copied content causes the highlighted content to be deleted.
  • On pressing <Enter>, the pasted content is partially replaced with the previously highlighted content.

When the cursor focus is not in the input field, and text is highlighted, the typed content disappears on pressing <Enter>.

TFS ID: 109369, 96611, 96686, 96688, 96810

Channels Administrator

Known Issue

Reference ID(s)

If your system was on 9.4 CU9 or earlier, using the Administrator console to restart the Channels service will fail. In this event, you must use the Services Console to restart the Channels service.

TFS ID: 126590

If a service line name contains the ampersand (&) character, the drop-down menus pertaining to language, service line, and template in the Portal Builder > Portal Style page do not display any options, for any portal style selected. This is observed to occur for users in sub-admin roles. It is not observed on logging in as the administrator (ADMIN).

TFS ID: 118043

The proactive chat button is not displayed on a portal built using the default Responsive Chat.
To resolve this issue, in Channels Administrator, open the default responsive portal and check the option “Allow chat on page, but do not show button/tab” and click “Update”.

TFS ID: 113511

An email notification is not sent to the agent’s email address when the email is transferred to a mailbox enabled with Agent Mailbox Notification.

TFS ID: 82993

In an instance when auto feed permission is not set for an agent, emails continue to be auto fed from the agent’s personal mailbox.

TFS ID: 83192

Using the suggestion dropdown menu while setting a Property Name and changing from
“String Property Value” to “Numeric Property Value” and vice versa displays the following error
and does not save the change:

"Validation check for Condition 1 failed. Please specify a property modifier"

However, when the Property Name is typed manually, the feature functions as expected.

TFS ID: 112059

On the Chat>Filter Settings>URL Filter page of the Channels Administrator, selecting the Allow radio button and entering “*” (asterisk) in the Add URL to Filter field does not function as expected in Channels Agent Client. Frequently used pages from agents to chat visitors are rejected.

TFS ID: 105269

Modifying the font-size of text enclosed in the <Body> tag from view source does not reflect the change in the font-size dropdown menu of the rich text editor across the user interface (UI) in Channels Administrator.

TFS ID: 95828, 94313

When a chat portal builder is created on one instance of the cluster, using portals copied from another instance, clicking the Test Chat link fails, with the error “Invalid login details” on that instance.

TFS ID: 93250

The option Reset Statistics Now on the System>Supervisor>Real-time Statistics Reset page does not function as expected. Additionally, statistical data is reset at 12:00:00 regardless of the time specified.

TFS ID: 92413

A database cleanup procedure involving removal of mailboxes does not conclude successfully when configured with the setting “Number of days to keep.”

TFS ID: 72653

During bulk updates to positions or roles that affect a large number of users or system objects the following error message is displayed:

Unable to receive request: The handle is in the wrong state for the requested operation.

Users who are logged in Channels Agent Client during the update on the same server may experience that the user interface becomes temporarily unresponsive.

TFS ID: 92341

Channels Chat

Known Issue

Reference ID(s)

If the calling URL in a chat is longer than IIS settings for URL length, attempting to load a post chat survey, at end of chat, a 404 error may occur. Updating the following:

IIS httpRuntime maxQueryStringLength="4096" maxUrlLength="4096"

will usually resolve this issue. This situation occurs when the EnterURL has a large number of custom variables. If the content in a “frequently used saying” has a <carriage return>, a “translation error” is displayed in the chat transcript.

TFS ID: 121281

On clicking “Hide” and “Open” in the chat frame in a cross-domain scenario, focus is not set to the 1st item of the Questionnaire.

TFS ID: 118390

In the credit card interface, if more than 3 numbers are entered in the CVV field, for Master/VISA cards, the entry is not validated, and no error message is displayed.

TFS ID: 117719

In an instance of using NVDA screen reader and Firefox browser, if text entered while building the Questionnaire, in the “Name of Element” fields of: Input Box, Select Box, Password and Text Area, includes spaces, the titles of these fields are not read by the screen reader.

TFS ID: 117734

After pulling a chat from a Service Line, an agent is not marked to have taken a chat as expected and the next chat request may be auto fed to the agent instead of another agent.

TFS ID: 116364

Custom Properties set in Channels Administrator are not displayed in the Session Properties EDA pages during chat sessions, when "Allow Properties" is selected but are displayed when the option ‘Ignore Properties’ is selected.

TFS ID: 113303

On Apple devices (Safari browser) the option “Reconnect to the same Agent” is not available in the Chat UI.

TFS ID: 111477

Disposition Code when added by a workflow for the event ‘Customer Ends Session’ is not added to a session.

TFS ID: 105571

Intermittently, the “Geolocation” setting does not work as expected after chat visitors permit agents to access their physical location.

TFS ID: 105857

The updated Chrome browser on Android devices causes a scrolling issue in the Chat user interface. Visitors using Chrome browser version 60 or later) may be unable to scroll the chat transcript in the chat window. Instead, the page is refreshed.

TFS ID: 112078

Chrome, Safari and Firefox browsers on Apple Mac allow users to resize the chat window when a Modern template chat portal is configured to open in a new window and resizing in disabled.

TFS ID: 109163

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.

TFS ID: 103737

When Maximum Chat Message Size in Chat>Portal Style is set to unlimited, a message with more than 600 characters is not sent. However, when the limit is set to ‘5000,’ the same message is sent.

TFS ID: 79622

Channels CommCore

Known Issue

Reference ID(s)

If Channels and CommCore services are configured to use Windows Authentication, it is observed that webform emails are not received on upgrading from Channels 9.4 CU9 to Channels 9.4 CU11.

TFS ID: 120853

For a deployment where mailboxes have Channels Survey enabled, if the Survey server is deleted in Channels Administrator, the PostOffice Service stops functioning.

TFS ID: 116960

Auto-Response is not sent for emails that exceed the Maximum Message Size set when creating the mailbox.

TFS ID: 105394, 105395

Auto-Acknowledgement email is not sent in the subsequent cycle when the count
“maxautoacknowledgement” is reached within the configured interval.

TFS ID: 105384

Workflow trace indicates “MailType as Webform” for non-web-form emails processed by inbound workflows.

TFS ID: 82313

Channels Database

 

Known Issue

Reference ID(s)

Chat text containing binary characters (e.g., binary 1 binary 2) are replaced by a space. In some cases, text following the binary character is not viewable or saved in Channels database.

TFS ID: 117526, 117347, 117348

On Configuring Reporting database and Archive database on the same server, replication of the Reporting database fails.

TFS ID: 95479

Archive and Purge processes fail if the table “MailCategoryAttachment” contains data.

TFS ID: 76510, 92975

Initializing the Archive database with Channels 9.4 CU10 QFE 2 and later, the archive process fails with this error:

Processing Error: Unable to initialize Archive database.

Refer to this article in Moxie’s Support Knowledgebase for the steps to be taken to work around this issue.

TFS ID: 120859

Replies to web-form email are not appended with the event “Reply added to Database”
(EvType 41) causing the table “CacheRoutable” to hold these mails in Status 5 “InSendQueue” though there are no emails in “MailSendQueue.”

TFS ID: 72680

If Windows authentication is used to connect to Channels databases, the following may occur:

  • Proactive Service cannot connect to the database.
  • Reporting Database is not upgraded.
  • Archive Database is not upgraded.

Users can perform the following steps to work around this event:

  • Stop the Channels Server.
  • Update UID and PWD in the Windows Registry path to a valid SQL authentication account:

HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Moxie\channels\Currentversion

  • Restart IIS and restart Channels Service.

TFS ID: 81195, 113981, 113763

Channels Proactive Server

Known Issue

Reference ID(s)

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.

TFS ID: 103296

Channels Reporting

Known Issue

Reference ID(s)

Scheduled reports are not sent to customers if multiple reports are generated in quick sequence.

TFS ID: 120838

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.

TFS ID: 103500

Scheduled Reports that are configured to be generated using ‘Month by Date’ option in the schedule fail to do so on the specific dates. Irrespective of the day of month selected, the scheduled task is created for the 2nd, 3rd and 4th days of a month.

TFS ID: 91750

When running a Survey Result Data historical report that is grouped by hour, the report displays results in UTC time instead of local time zone.

TFS ID: 90987

 

Channels Survey

Known Issue

Reference ID(s)

If Channels Survey is configured to use Windows Authentication, adding a Survey Style or Questionnaire and clicking Preview in Channels Administrator displays a runtime error.

TFS ID: 120874

Channels Workflows

Known Issue

Reference ID(s)

A scheduled workflow, which has the action ‘Reply to’ with a valid email address or mailbox, does not insert a copy of the email in the secondary mailbox as expected.

TFS ID: 110413

Workflows disabled in the workflow detail page continue to be triggered on new mails. They are not triggered only when disabled in the Workflow list page.

TFS ID: 109323

Adding a note using an advanced workflow to email that does not already have a note results in the error “Sequence contains no elements”.

TFS ID: 96970

In a scheduled advanced workflow with UTC, the setting “Disapprove Message” does not disapprove the message marked for approval.

TFS ID: 79793

The action “Route to LastMailbox” in an inbound workflow breaks the synchronization between the Channels Databases (Main and Cache). If this disables email from being “pulled” from the mailboxes by agents, users are advised to contact Moxie’s support.

TFS ID: 106049

The action “Send to Last Incident Agent” in an inbound workflow breaks the synchronization between Channels Databases - Main and Cache. If this disables email from being “pulled” from the mailboxes by agents, users are advised to contact Moxie’s support.

TFS ID: 106036

 

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