Product: IBM CallPath Skills-Based Routing
Version: 6.3.0
Level: E1971
Platform: OS/2
Date: 5 March 2001
Service File: skbos2.exe
History: skbos2.hst
Size: 1105252 (1.1Mb)
Installation Instructions:
--------------------------
Download the self-extracting file, skbos2.exe, into a temporary directory.
Execute it from the command line and follow the prompts.
If you answered "Yes" to the backup query and wish to
undo the service update, issue the following commands:
<installdrive>:
cd \
<backupexe> -Qdr
where <installdrive> is the drive letter on which product is installed
and <backupexe> is the full path name of the backup self-extracting file.
Fixes contained in this Service Package:
----------------------------------------
Name: APAR IC29492
Library: 9172
Symptom: The SKBR hangs because agentList lock is not released after
INI re-read.
Solution: The implementation of masterlock needed correction to locking
scheme when agent is no longer valid. SetStatus for logoff
will only obtain locks if not AGENT_DELETE.
Name: APAR IC29238
Library: 9090
Symptom: The estimated wait time appears to be too high after it has
been running for a while.
Solution: The update of the average process time will not round up when
being recalculated. The resulting value would created a higher
number when multiplied by the number of calls queued.
Name: APAR IC29020
Library: 9050
Symptom: The boost priority thread was running when the calls were
being dequeued. This resulted in an error condition when the
call to be removed was not found on the expression list of
calls. Further execution could result in a trap.
Solution: The boost priority thread will obtain the expression lock
sooner to prevent the call removal function from interacting
with the boost priority thread. The call removal function will
do more of its processing while the expression is locked and
while the callslist is locked. Also, correct the processing of
removing handles for agents that are logging off. Remove all
handles for that agent versus one handle. CMVC defect 9128
Name: APAR IC28841
Library: 9007
Symptom: Agent logon/logoff activity during heavy load allowed the
agent to be left on a qualified agent queue even tho the agent
was logged off. Under the os/2 environment this resulted in a
trap.
Solution: Corrected the ProcessACDLogoff function to designate that the
agent was logging off so that attempts to place the agent on
the qualified agent queue would fail. Other changes to avoid
timing problems in case of application dropping.
Name: APAR IC28494
Library: 8967
Symptom: TadsRequestACDAction for TADS_ACD_AVAIL_IMPLICITLY or
TADS_ACD_AVAIL_EXPLICITLY are eaten by SKBR and not passed on
to CP Interface deamon.
Solution: Corrected TadsRequestACDAction function to evaluate for all
valid cases and to return TADS_NOT_SUPPORTED for cases that
SKBR does not handle so that Server can pass request on to
other deamons. The TADS_ACD_AVAIL_IMPLICITLY and
TADS_ACD_AVAIL_EXPLICITLY are two cases not handled by SKBR.
Name: APAR IC28248
Library: 8930
Symptom: Rc 561 returned for SetAgentPreferences. The function
determined that the skill at the end of the allowable buffer
size was incorrect because it was truncated.
Solution: Function now puts a diag into the SKBRERR file that will
denote the skill in question and alert the user to examine the
buffer size.
Name: APAR IY12778
Library: 8913
Symptom: Rc 510 returned for Skills Based functions due to deadlock.
Solution: The logging off of agents due to DisconnectFromServer will
utilize the same code as is used when an agent requests a
logoff. This handles the locks better and prevents the
deadlock with the setting of monitors.
Name: APAR IC27657
Library: 8869
Symptom: Invalid estimated wait time when agents are logging off.
Solution: The calculation of the estimated wait time will prevent 0
value when there are calls in the queue and the number of
agents logged on is changing. A residual high value should
also be eliminated by this fix.
Name: APAR IC27620
Library: 8862
Symptom: Unable to access working agent list as logoff of agent occurs.
Solution: The dropApps function will now call the ProcessACDLogoff
function that handles locks better and should prevent the lock
problem from occurring.
Name: APAR IC27561
Library: 8739
Symptom: Invalid QueueSize value returned for monitored
TADS_ACD_STATUS_EVENT.
Solution: Correct the Skill Expression copy constructor in tadsskbr.hpp
to copy the iCallsInQueue value so that the
GenerateACDAgentDetails function will obtain the correct queue
size value.
Name: APAR 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.
Files contained in this Service Package:
----------------------------------------
csesskbr.txt
bin\csesskbr.exe