Product: IBM CallPath Enterprise Client for Siebel Systems Version: 6.3.0 Level: E1971 Platform: Windows Date: 5 March 2001 Service File: sblwnt.exe History: sblwnt.hst Size: 1444218 (1.4Mb) Installation Instructions: -------------------------- Download the self-extracting file, sblwnt.exe, into a temporary directory. Execute it from the command line and follow the prompts. This will start an InstallShield Wizard to guide you through the installation process. Fixes contained in this Service Package: ---------------------------------------- Name: APAR IC27734 Date: May 26, 2000 Library: 8630 Symptom: During a consult where A calls B and B then consults C, if the destination party C holds the call and then resumes talking, B's toolbar resets to only represent the second leg of the call (i.e. the B-C connection). After party C disconnects from the call, B's toolbar does not reset to recognize the call on hold (i.e. the A-B connection). Solution: Additional code has been added to handle TADS_CONNECTED_EVENT in this scenario. Name: APAR IC27735 Date: June 14, 2000 Library: 8643 Symptom: In certain call centers, activity records are created only for new outbound calls using the information from device events. However, when a consult call is initiated (using InitTransfer or InitConference), the event fields currently available in AlertingEvent or other device events can not be used to determine whether this is a new outbound call or a continuation of the first call. Solution: Code is modified to surface new event field ActionPtyCallApps in AlertingEvent, ConferencedEvent, ConnectedEvent, DisconnectedEvent, HoldEvent, NetworkReachedEvent, SetupEvent, and TransferredEvent. This new event field, which specifies the total number of call appearances for all the calls on the phone set, helps in distinguishing between new outbound calls and consult calls. Name: APAR IC27736 Date: June 21, 2000 Library: 8663 Symptom: When the call center agent makes an outbound call, Talk-Time is not displayed on Siebel Client. Currently Talk-Time and Call-Duration are available for inbound calls only. Solution: Code is modified to invoke UpdateObjectInformation for outbound calls so that Siebel client can calculate Talk-Time as well as Call-Duration. Name: APAR IC27738 Date: June 21, 2000 Library: 8664 Symptom: When a call is disconnected, the activity record created earlier for the call is retrieved (using information from DisconnectedEvent) and displayed on Siebel client. If the call center agent accesses the activity record, a message box is displayed indicating that the activity record has been modified since the last time it was retrieved. This message creates unnecessary confusion for the agent. Solution: Code is modified to invoke UpdateObjectInformation before sending DisconnectedEvent when the call is disconnected. This allows Siebel client to update the Call-Duration in the activity record before retrieving the record for the agent's viewing. Name: APAR IC27740 Date: July 13, 2000 Library: 8751 Symptom: When a call is transferred, the activity record created earlier for the call is retrieved (using information from TransferredEvent) and displayed on Siebel client. If the call center agent accesses the activity record, a message box is displayed indicating that the activity record has been modified since the last time it was retrieved. This message creates unnecessary confusion for the agent. Solution: Code is modified to invoke UpdateObjectInformation before sending TransferredEvent when the call is transferred. This allows Siebel client to update the Call-Duration in the activity record before retrieving the record for the agent's viewing. Name: APAR IC27743 Date: August 11, 2000 Library: 8878 Symptom: After the call center agent has finished handling an ACD call, he/she is automatically put in "ready" mode to receive the next ACD call. This gives the agent no time to do wrap-up (or follow-up work) for the previous call. Workaround: Code is modified so that, if Driver:BusyRightAfterCall parameter is set to TRUE, TadsRequestACDAction with action TADS_ACD_WORK is invoked right after the agent is connected to an ACD call. The default value for this call center parameter is FALSE. This workaround, for lack of support for ACD action TADS_ACD_AVAIL_EXPLICITLY on Nortel Meridian 1, is an attempt to make the agent not ready for more ACD calls at the end of an ACD call. Once the agent has finished the wrap-up, he/she can explicitly change state to be ready for more ACD calls. Name: APAR IC28839 Date: 15 Nov 2000 Library: 9021 Symptom: When installing an Enterprise product the following error occurs; "Could not add dll path to autoexec.bat". If this error was ignored on the installation then there will be an incomplete install of the product. Now when service is applied to the product the following error will be displayed; "Not Enough disk space on target drive while attempting to copy files. To continue, first free disk space on the target drive and then click OK." Whether OK or Cancel is chosen the program will result in an endless loop. One must use Task Manager to end the Callpath Service application. Problem: The problem is that some Windows 2000 machines have a hidden AUTOEXEC.BAT file which prevents install from updating the path. This results in a corrupted registry entry. This also causes the service executables to fail which gives the "out of disk space" error above. Solution: The solution is to turn off the hidden attribute from the AUTOEXEC.BAT file, uninstall, and then reinstall. The following steps will assist in the process. 1) Stop all components 2) Turn off the hidden attribute on the AUTOEXEC.BAT file. This can be done by opening a command prompt and from the root directory, usually c:\, type "attrib -H AUTOEXEC.BAT". 3) Copy all of the .INI and/or .DEF files from the conf directory to a temporaray directory. 4) Uninstall the product. 5) Reinstall the product. This time there should be no error messages displayed from the install program. 6) Copy the .INI and/or .DEF file from the temporary directory back to conf. Name: APAR IC29261 Date: Sept 7, 2000 Library: 8910 Symptom: When CPE call-data is stored in a format that is different from what is expected by CallPath Enterprise Client for Siebel Systems (particularly, CallPath-Siebel CTI driver), the CTI driver traps and the call center agent must restart Siebel Client. Solution: Additional error-checking has been added to prevent the CTI driver from accessing invalid memory. The CTI driver now ignores CPE call-data that are stored in an unrecognized format. Files contained in this Service Package: ---------------------------------------- csebsbl.txt csebclnt.txt dll\csebsbl.dll bin\csebclnt.exe bin\csebdbgw.exe dll\csebapi.dll dll\csebbase.dll dll\csebdmon.dll dll\cseblib.dll dll\csebmwin.dll dll\csebnet.dll dll\csebutil.dll dll\libcmnr.dll dll\libcpn04.dll