End-User Issues Resolved in the 18.1.2 patch
The primary purpose of this patch was to further improve performance of the Transcoder 2 and Screen Recording.
The following table provides a summary of issues reported by customers that have been resolved in this release. The issue summary column describes the resolved state of the issue.
| Salesforce ID | Issue Summary |
|---|---|
| 1197255 |
Various issues with FR-CA Printable reports have been solved. |
| 1160640 | The End Date on the date range of the Survey Summary by Question Report is functioning as expected. |
| 1192147 | The NICE Uptivity Web Portal does not have issues loading the license. |
| XXXXXX | Encrypted video transcodes as expected on a retranscode event when using the Transcoder 2. |
| XXXXXX | NICE Uptivity Web Portal supports API for TLS 1.2 for exporting recordings. |
End-User Issues Resolved in the 18.1.1 patch
The primary purpose of the 18.1.1 patch is to resolve issues with the Transcoder and Screen Recording in Uptivity version 18.1, which included:
- Timing and communication issues with the Post Interaction Manager (PIM).
- Suboptimal Transcoder 2 performance at scale.
- A memory leak that stemmed from a change in the method of Transcoder 2 processing.
Uptivity version 18.1.1 was improved to resolve the issues listed above:
- PIM workflows were updated to manage a larger number of screen recordings. This fix improved messaging throughput for the PIM.
- The method used for transcoding was changed resulting in improved transcoding performance.
- The cause of the memory leak was identified, the solution was tested at scale, and the fix was implemented.
The following table provides a summary of issues reported by customers that have been resolved in this release.
| Salesforce ID | Issue Summary |
|---|---|
| 1021884 | Call Data Collector - Idle time did not always reset after a call ended. |
| 1010514 |
Occasionally, when the PIM was backed up, SLA violations occured before the PIM closed out a completed Saga. |
| 1011024 | Calls were being tagged multiple times in Nexidia Speech Analytics. |
| 985401 | In version 16.2.0, the printable Calibration Evaluator Comparison Report would not run. |
| 998702 | In version 16.2.0, the Recorded Interactions List setting "Perform Evaluation in New Window" was not working. |
| 1007160 | In version 16.2.0, the validation for start / end times when creating a non-expiring schedule is incorrect. |
| 1019704 | Call direction, ANI, DNIS were incorrectly updated on original call after conference events. |
| 953364 | A Cisco TAPI Metric Widget was unable to be edited in the PM Portal Dashboard. |
| 1003490 | In version 16.2.0, the OnDemand web portal displayed all buttons as grayed-out, making the system unusable. |
| 1022801 | Links opened from tickers did not open in the user's default browser. |
| 1029480 | An agent changing their Aux state before taking a call causes the agent to get stuck in the ON CALL state. |
| 1029480 | When two phones are attached to a user, there was an exception for updating agent status. |
| 1039683 | Call state was not changing on a conference call. |
| 1025698 | Occasionally, Survey would not free channels and then would stop working. |
| 1030116 | In version 16.2.0, QA Bonus Questions were not scoring, displaying, or reporting properly. |
| 973683 | In a stand-alone PM Portal, adding a chart would produce a Logi error. |
| 1025023 | VPI - the SQL generated from the "Questions Summary and Trend" report was conditional based on filters used in the report. |
| 903077 | The PM Portal installer updated the path for tickers incorrectly in IIS. |
| 964258 | CTICore - there was no RTP on warm transfer calls. |
End-User Issues Resolved in Version 18.1
The following table provides a summary of issues reported by customers that have been resolved in this release.
| Salesforce ID | Issue Summary |
|---|---|
| 927147 | Thumbnails failed to load on screens view if agent's phone number had the "+" character in it. |
| 953370 | Non-superusers could not see dashboard templates saved by superusers. |
| 954716 | The Ad Hoc and Completed QA Form Reports were displaying incorrect information after going through the Arbitration Workflow. |
| 967692 | Some users could not view Self or Calibration reports when given Allow Viewing QA Reports permission. These users can now view as well as run reports - but running them with this permission does not yield useful data. |
| 975629 | In the HTML5 Call List, neither "right-click Play > In New Window" and "right-click Play > In Current Window" options were working properly. |
| 975550 | When filtering through the HTML5 Call List, the RecordID field was not accepting lists separated by commas. |
| 975593 | Double-clicking the Play icon in the HTML5 Call List caused the call to play twice at the same time. |
| 972871 | The printable Completed QA Form ignored user and group permissions. |
| 982699 | A backend error was causing some customers to not be able to edit filters. |
| 984237 | The Self Evaluation Detail Report was not showing responses from Free Text questions. |
| 945548 | Some users experienced call tracking issues. |
| 951740 | When using the Avaya DMCC integration, calls were failing to record but not getting flagged as failed recordings. |
| 951740 | The Post Interaction Manager was not receiving messages from the transcoder. |
| 951278 | NICE Uptivity Trunk was not providing a valid invite for Avaya Breeze. |
| 945542 | Some Cisco integration users experienced call recording issues with the third leg of a call. |
| 960460 | The Cisco TAPI Data collector was automatically setting the agent state to "Logged Out." |
| 960971 | Some users were experiencing issues with recording calls with Mitel after upgrading from a virtual server to a physical server. |
| 960420 | Some users were experiencing the data collector clearing the agent state after being in "Not Ready" for a short period of time. |
| 962683 | The transcode tool crashes when given a recording identification that doesn't exist in the database. |
| 964459 | Agent status was not updating after a database failure / recovery, and was only repopulated after a full restart. |
| 964883 | Some users were experiencing problems with Google HTML5 playback not going through UberProxy to play call recordings. |
| 971328 | The Avaya Instancing Script was not updated and was causing issues. |
| 948113 | Avaya: Some users were experiencing the core failing to register most phones until it was restarted. |
| 964258 | When an agent transferred a recording to the supervisor, the supervisor's call was not recorded. |
| 981205 | Call data collector was showing agent "Hold" state when the agent was in the "Ready" state on occasion. |
| 981205 | Incorrect information was displaying on user wall boards due to the call data collector processing events incorrectly. |
| 968768 | Cisco TSAPI / UCCE: Some users were experiencing calls without device aliases. |
| 989830 | During a transfer action, some agents were not showing properly on user wall boards. |
| 953997 | Cisco TAPI: Call recording duplicated audio on some calls. |
| 993959 | Blackout Remote Audio option wasn't working in the CTICore / PIM / Transcoder. |
