Avaya Aura Experience Portal Release Notes

Transcription

1 Avaya Aura Experience Portal Release Notes 9 May 2016 Contents Document changes... 1 Introduction... 2 Installation... 2 Product compatibility... 2 Required patches... 2 File list - Avaya Aura Experience Portal 7.1 software... 2 File list - Avaya Aura Experience Portal 7.1 OVA software... 3 File list - Avaya Enterprise Linux for Avaya Aura Experience Portal 7.1 software... 5 Backing up the software... 6 Installing the release... 6 Troubleshooting the installation... 7 Restoring software to previous version... 7 Functionality not supported... 7 What s new... 7 Fixes... 8 Known issues and workarounds Installation Issues Avaya Linux Issues OVA Deployment Issues System Operation Issues Languages supported Documentation errata Contacting support Contact Support Checklist Contact Support Tasks Document changes Date Description May, 2016 GA, version

2 Introduction This document provides late-breaking information to supplement Avaya Aura Experience Portal software and documentation. For updated documentation, product support notices, and service pack information, go to the Avaya Support site at Additionally, updated on-line help that is accessed through the Avaya Aura Experience Portal management web pages may also be available on the Avaya Support site at Installation Product compatibility For the latest and most accurate compatibility information go to Required patches Find interoperability and compatibility information at the following location: Download ID Patch Notes File list - Avaya Aura Experience Portal 7.1 software Filename Modification time stamp File size Version number _Linux.iso 3/24/ :33:21 AM 3,401,000, _Linux.iso.md5 3/24/ :36:19 AM _Linux.iso.sha256 3/24/ :36:52 AM _Linux.iso.sha256.crt 4/14/2016 5:03:15 PM _Linux.iso.sha256.sig 4/14/2016 5:03:15 PM All Avaya Aura Experience Portal 7.1 software packages are protected via code signing. The SHA256 hash is generated and signed by the Avaya File Signing Authority for each Avaya Aura Experience Portal 7.1 software package. The following describes the steps to validate the SHA256 hash and digital signature. Software Package name _Linux.iso Steps to validate the SHA256 hash and digital signature This is the Avaya Aura Experience Portal 7.1 ISO Image. Login to the Linux system as a root privilege user and perform the following commands: 1. Use sha256sum command to generate a SHA256 hash against the Avaya Aura Experience Portal 7.1 ISO Image: sha256sum _Linux.iso 2. Compare the calculated hash from the above #1 step with the published SHA256 checksum: _Linux.iso.sha256. Both SHA256 hashes should be the same value to ensure the ISO image is not corrupted. 3. The following steps are to validate the SHA256 hash signature: First extract the public key from the certificate that signed the SHA256 hash to pubkey.pem. 2

3 openssl x509 -pubkey -noout -in _Linux.iso.sha256.crt > pubkey.pem Verify the SHA256 hash signature using the public key pubkey.pem : openssl dgst -sha256 -verify pubkey.pem -signature _Linux.iso.sha256.sig _Linux.iso.sha256 Verified OK from the above command indicates the SHA256 hash signature is valid. File list - Avaya Aura Experience Portal 7.1 OVA software Filename Modification time stamp File size Version number ExperiencePortal-AuxiliaryEPM e55-1.md5sum 3/28/ :09:17 PM ExperiencePortal-AuxiliaryEPM e55-1.ova 3/28/ :24:39 PM 6,950,318, ExperiencePortal-AuxiliaryEPM e55-1.sha256sum 3/28/ :09:17 PM ExperiencePortal-AuxiliaryEPM e55-1.sha256sum.crt 4/14/ :14:38 PM ExperiencePortal-AuxiliaryEPM e55-1.sha256sum.sig 4/14/ :14:38 PM ExperiencePortal-MPP e55-1.md5sum 3/28/ :06:50 PM ExperiencePortal-MPP e55-1.ova 3/28/ :17:01 PM 4,713,994, ExperiencePortal-MPP e55-1.sha256sum 3/28/ :06:51 PM ExperiencePortal-MPP e55-1.sha256sum.crt 4/14/ :18:39 PM ExperiencePortal-MPP e55-1.sha256sum.sig 4/14/ :18:39 PM ExperiencePortal-PrimaryEPM e55-1.md5sum 3/28/ :10:37 PM ExperiencePortal-PrimaryEPM e55-1.ova 3/28/ :26:33 PM 7,791,677, ExperiencePortal-PrimaryEPM e55-1.sha256sum 3/28/ :10:37 PM ExperiencePortal-PrimaryEPM e55-1.sha256sum.crt 4/14/ :11:20 PM ExperiencePortal-PrimaryEPM e55-1.sha256sum.sig 4/14/ :11:20 PM All Avaya Aura Experience Portal 7.1 OVA software packages are protected via code signing. The SHA256 hash is generated and signed by the Avaya File Signing Authority for each Avaya Aura Experience Portal 7.1 OVA software package. The following describes the steps to validate the SHA256 hash and digital signature. Software Package name ExperiencePortal-PrimaryEPM e55-1.ova Steps to validate the SHA256 hash and digital signature This is the Avaya Aura Experience Portal 7.1 Primary EPM OVA ISO Image. Login to the Linux system as a root privilege user and perform the following commands: 1. Use sha256sum command to generate a SHA256 hash against the Avaya Aura Experience Portal 7.1 Primary EPM OVA ISO Image: sha256sum ExperiencePortal-PrimaryEPM

4 ExperiencePortal-AuxiliaryEPM e55-1.ova e55-1.ova 2. Compare the calculated hash from the above #1 step with the published SHA256 checksum: ExperiencePortal-PrimaryEPM e55-1.sha256sum. Both SHA256 hashes should be the same value to ensure the ISO image is not corrupted. 3. The following steps are to validate the SHA256 hash signature: First extract the public key from the certificate that signed the SHA256 hash to pubkey.pem. openssl x509 -pubkey -noout -in ExperiencePortal- PrimaryEPM e55-1.sha256sum.crt > pubkey.pem Verify the SHA256 hash signature using the public key pubkey.pem : openssl dgst -sha256 -verify pubkey.pem -signature ExperiencePortal-PrimaryEPM e55-1.sha256sum.sig ExperiencePortal-PrimaryEPM e55-1.sha256sum Verified OK from the above command indicates the SHA256 hash signature is valid. This is the Avaya Aura Experience Portal 7.1 Auxiliary EPM OVA ISO Image. Login to the Linux system as a root privilege user and perform the following commands: 1. Use sha256sum command to generate a SHA256 hash against the Avaya Aura Experience Portal 7.1 Auxiliary EPM OVA ISO Image: sha256sum ExperiencePortal-AuxiliaryEPM e55-1.ova 2. Compare the calculated hash from the above #1 step with the published SHA256 checksum: ExperiencePortal-AuxiliaryEPM e55-1.sha256sum. Both SHA256 hashes should be the same value to ensure the ISO image is not corrupted. 3. The following steps are to validate the SHA256 hash signature: First extract the public key from the certificate that signed the SHA256 hash to pubkey.pem. openssl x509 -pubkey -noout -in ExperiencePortal- AuxiliaryEPM e55-1.sha256sum.crt > pubkey.pem Verify the SHA256 hash signature using the public key pubkey.pem : openssl dgst -sha256 -verify pubkey.pem -signature ExperiencePortal-AuxiliaryEPM e55-1.sha256sum.sig ExperiencePortal-AuxiliaryEPM e55-1.sha256sum Verified OK from the above command indicates the SHA256 hash signature is valid. 4

5 ExperiencePortal-MPP e55-1.ova This is the Avaya Aura Experience Portal 7.1 MPP OVA ISO Image. Login to the Linux system as a root privilege user and perform the following commands: 1. Use sha256sum command to generate a SHA256 hash against the Avaya Aura Experience Portal 7.1 MPP OVA ISO Image: sha256sum ExperiencePortal-MPP e55-1.ova 2. Compare the calculated hash from the above #1 step with the published SHA256 checksum: ExperiencePortal-MPP e55-1.sha256sum. Both SHA256 hashes should be the same value to ensure the ISO image is not corrupted. 3. The following steps are to validate the SHA256 hash signature: First extract the public key from the certificate that signed the SHA256 hash to pubkey.pem. openssl x509 -pubkey -noout -in ExperiencePortal-MPP e55-1.sha256sum.crt > pubkey.pem Verify the SHA256 hash signature using the public key pubkey.pem : openssl dgst -sha256 -verify pubkey.pem -signature ExperiencePortal-MPP e55-1.sha256sum.sig ExperiencePortal-MPP e55-1.sha256sum Verified OK from the above command indicates the SHA256 hash signature is valid. File list - Avaya Enterprise Linux for Avaya Aura Experience Portal 7.1 software Filename Modification time stamp File size Version number aaepinstaller-rh av05ep71.16mar iso 3/16/ :36:04 PM 1,064,765,440 RH AV05EP71 aaepinstaller-rh av05ep71.16mar md5 3/16/ :36:18 PM 176 RH AV05EP71 aaepinstaller-rh av05ep71.16mar script.sh 3/16/ :36:13 PM 25,427 RH AV05EP71 aaepinstaller-rh av05ep71.16mar sha256 3/16/ :36:33 PM 240 RH AV05EP71 aaepinstaller-rh av05ep71.16mar sha256.crt 4/14/2016 4:44:31 PM 5459 RH AV05EP71 aaepinstaller-rh av05ep71.16mar sha256.sig 4/14/2016 4:44:31 PM 256 RH AV05EP71 All Avaya Enterprise Linux for Avaya Aura Experience Portal 7.1 software packages are protected via code signing. The SHA256 hash is generated and signed by the Avaya File Signing Authority for each Avaya Enterprise Linux for Avaya Aura Experience Portal 7.1 software package. The following describes the steps to validate the SHA256 hash and digital signature. Software Package name aaepinstaller-rh av05ep71.16mar iso Steps to validate the SHA256 hash and digital signature This is the Avaya Linux ISO Image. Login to the Linux system as a root privilege user and perform the following commands: 1. Use sha256sum command to generate a SHA256 hash 5

6 against the Avaya Linux ISO Image: sha256sum aaepinstaller-rh AV05EP71.16Mar iso 2. Compare the calculated hash from the above #1 step with the published SHA256 checksum: aaepinstaller-rh AV05EP71.16Mar sha256. Both SHA256 hashes should be the same value to ensure the ISO image is not corrupted. 3. The following steps are to validate the SHA256 hash signature: First extract the public key from the certificate that signed the SHA256 hash to pubkey.pem. openssl x509 -pubkey -noout -in aaepinstaller- RH AV05EP71.16Mar sha256.crt > pubkey.pem Verify the SHA256 hash signature using the public key pubkey.pem : openssl dgst -sha256 -verify pubkey.pem -signature aaepinstaller-rh AV05EP71.16Mar sha256.sig aaepinstaller- RH AV05EP71.16Mar sha256 Verified OK from the above command indicates the SHA256 hash signature is valid. Backing up the software Important: Before starting an upgrade, you should back up your existing Avaya Aura Experience Portal database. In many cases the upgrade procedure requires you to take a backup in order to preserve your existing data. Additionally, if the upgrade fails for any reason you will need this backup to restore your system to its prior state. Important: For upgrades from Experience Portal 7.0 to Experience Portal 7.1, the operating system upgrade is optional. The following Linux versions are supported for Experience Portal 7.1: Red Hat Enterprise Linux Release bit or later but not RHEL 7.x Avaya Enterprise Linux RH AV13EP7 or later Note: Avaya recommends that you upgrade to RHEL 6.7 or the Avaya Linux based on RHEL 6.7 to avail the security fixes. For detailed upgrade and backup procedures, see the Avaya Technical Support Web site and the document titled Upgrading to Avaya Aura Experience Portal 7.1. ( Installing the release Important: Before installing or upgrading Avaya Aura Experience Portal, please review the Known Issues section in this document for issues that are not addressed in the product documentation. For detailed installation and upgrade procedures, see the Avaya Technical Support Web site and the document titled Implementing Avaya Aura Experience Portal on multiple servers ( or Implementing Avaya Aura Experience Portal on a single server ( Or for upgrades see the document Upgrading to Avaya Aura Experience Portal 7.1. ( 6

7 For detailed OVA installation and upgrade procedures, see the Avaya Technical Support Web site and the document titled Deploying Avaya Aura Experience Portal in an Avaya Customer Experience Virtualized Environment ( For information about patches and product updates, see the Avaya Technical Support Web site Troubleshooting the installation For detailed troubleshooting procedures, see the Avaya Technical Support Web site and the document titled Troubleshooting Avaya Aura Experience Portal ( Restoring software to previous version For detailed procedures on restoring software to a previous version, see the Avaya Technical Support Web site and the document titled Upgrading to Avaya Aura Experience Portal 7.1. ( Functionality not supported N/A What s new The following table lists the enhancements in Avaya Aura Experience Portal 7.1 and is cumulative since the last major/minor release showing the most recent release first and oldest release last. Enhancement Description Mobile Web Support Conversations Support for HTML applications created using Orchestration Designer. Support for configuration of HTML application. Support for HTML applications to be associated with a zone and with an organization. Support for HTML status and usage in Real-time Monitoring. Support for HTML in Maintenance Reports Support for HTML application type in Historical Reports Support for HTML application type in Management Web Services Support for cross-channel conversations. Licensing New licensed features o HTML Units. Enforcement o System wide enforcement on a daily basis. o Each HTML unit allows one HTML application launch per day. Fresh install o Can use HTML during initial 30 day grace period. License Server o Ships with WebLM 7.0. Contact Center Integration Support to associate Engagement Development Platform with Experience Portal. (Note: Avaya Engagement Development Platform (EDP) is now known as Avaya Breeze TM.) Support for storing conversation data of non-sms applications. Single Sign-on through System Support for a minimal level of integration with System Manager to provide single sign-on from System Manager to Experience Portal. Manager Integration 7

8 Enhancement EPM user accounts Configurable Application Variables Reports Third party certificates Description Support for indefinite locking of user accounts. Support for configurable user locked out message. Support for confirmation for deletion of a configuration application variable file. Support for a Trending by option from the Contact Summary (Filters) page. Support for Primary EPM, Auxiliary EPM, MPP and Single server third-party signed security certificates. Upgrades For non-ova based systems: Support for upgrade of systems running Experience Portal 6.0 or later. For OVA based systems: Support for upgrade of systems running Experience Portal 6.0 SP2 or later. MPP timers that control speech Starting with Avaya Aura Experience Portal 7.1, the default values of MPP timers that control speech server events and guard against Nuance speech server failures have been re-calibrated. server Customers who do not have applications that play long TTS prompts or expect to receive long ASR input should not need to change these values. Local DTMF grammar If the Experience Portal system is experiencing ASR/TTS errors or speech server errors then refer to the troubleshooting procedures where this change and how to adjust these timers is described in more detail, see the Avaya Technical Support Web site and the document titled Troubleshooting Avaya Aura Experience Portal ( Avaya Aura Experience Portal has limited support for the local DTMF grammar. In this release, there were many improvements done in the VoiceXML Browser to match the behavior between the local DTMF grammar and the remote DTMF grammar using the speech server. Not all DTMF grammars are supported with local DTMF grammar functionality and the recommendation is to use remote DTMF with the speech server in those cases. For detailed descriptions of the enhancements in this release see Avaya Aura Experience Portal Overview and Specification ( Fixes The following table is cumulative since the last major/minor release showing the most recent release first and oldest release last. ID Minimum Conditions Visible symptoms 334 SIP calls that require a refresh re-invite (calls over 10 minutes for example). VXML applications running on a single box (MPP-EPM co-res) Call may sometimes experience one way talk path. SIP re-invite with SDP renegotiation can cause one way media. Release found in Release fixed in VXI process grows out of bound and core

9 ID Minimum Conditions Visible symptoms 446 system with co-resident Application Server where hangup event arrives while application is playing prompt and app is calling <exit> to ends application The grammar file contains "var value...". CCXML application specifies mode on <fetch> Applications that might start VXML dialogs when the associated call is on hold or doesn t have media. Using mode= raw in <fetch> in CCXML application. VXML application specifying primary and backup prompt with bargein false If multiple zones are configured report data does not get downloaded using periodic download mode Nuance NSS 6.2.x/NRec 10.2.x and using MRCPV2 with applications sending swirec.secure_context as a vendor parameter. Local DTMF grammar without out variable. Using POM Campaign to send When the greeting is played before the call is connected dumps. error.semantic was thrown when the tag in grammar file has "var value..." in local dtmf Release found in Release fixed in CCXML application gets error The MPP doesn t wait long enough for the media to start. The time to wait for active media is now configurable. Either the "sessmgr.inactive.media.timeout.ms" parameter in the mppconfig.xml file or the inactive_media_timeout_ms hint in the <startdialog> tag can be used to override the system default value. the content field in fetch.done event is not the original content for mode "raw" The failover audio is not playing when bargein is false. Playing prompt with fallback functionality. If primary prompt is available then secondary prompt would not be played but if primary prompt is not available then secondary prompt would be played. Only report data from MPP s in the default zone is being downloaded when using periodic download mode. Scheduled downloads work as expected for all zones Sensitive data may end up in Nuance logs Call is not moved to next node in the OD application since VB only accepts one digit was sent successfully, but does not process response. POM completion code will show status as " Queued" Call classification fails to correctly detect voic systems

10 ID Minimum Conditions Visible symptoms Customers application using Application Interface web service for outcalling and attempting to parse error from fault message string. Nuance 9 or 10.2, mrcpv1. Nuance 9 and mrcpv2. And there are long TTS prompts When application passes invalid AAI data in Shared UUI mode. Using SIP blind transfers. Using SIP with multiple proxies configured. When performing a consultative transfer or CCXML merge. Custom CCXML application that uses the CCXML send event. A VXML dialog requests an event with a timeout specified. Events happen at the same time causing timing issue. Blind transfer with CS1K can trigger a one way talk path The error message strings returned with exceptions from failed requests to the web service have been changed to remove the MPP error code. This was done to avoid confusion. Applications using the web service should use the faultcode from the exception to get the error code rather than trying to parse the message string in the exception. Utterances and call logs may not get stored in the folder specified by swirec_application_name and swirec_company_name. EP adds extra 00 in front of UCID, passing invalid UCID to CM. A PTELE00013 error event erroneously logged when a SIP re-invite is received after a blind transfer has been accepted. A SIP request that is retired because of a received 503 response will sometimes be repeatedly resent to the same failed IP address instead of being automatically failed over to a different proxy. Consultative transfer Refer-To URI contains address of record instead of Contact URI. A new global parameter (sip.refer.merge_address) was added to allow configuration of the URI to be used in the Refer-To header of the REFER request. The parameter defaults to "aor" which maintains the current behavior of using the Address of Record for the transfer target dialog. It can also be set to "contact" which enables the behavior of using the Contact URI from the transfer target dialog instead. Timeout occurs even though the event was successfully received. Release found in Release fixed in Caller experiences one way talk path

11 ID Minimum Conditions Visible symptoms 719 when a 488 response is sent to reject the hold re-invite request Using SIP UPDATE during an INVITE transaction. Managed Upgrade failing to connect to MPP s Speech Server configured to use MRCPv2 with TLS using SRTP configuration mpp.voip.conference.beep.level setting only accepts values greater than -20. Unable to enter values as low as -80 For SIP only, VoiceXML/CCXML applications with Application Launch parameters are set to a "Number" or a "Number Range". Customers SMTP server does not require authentication. Blank user name and password being sent to SMTP server when authentication is disabled. Non-ASCII characters in the username field of the origin line of the SIP SDP Using SIP supervised transfer Same user input matches multiple local DTMF grammars UPDATE w/sdp erroneously rejected when early media slow start is used Managed Upgrade (aka Software Upgrade) had high failure rate. Error thrown: PMUG_00003, Upgrade failed for MPP xxxxxxxx with error "There was a problem while connecting to xxx.xxx.xx.xxx:22" Release found in Release fixed in MPP core dump A loud beep is heard when the agent and customer are joined together and also at the time of agent nailing. Only the To header URI will be used to determine which application to launch. It will not match the against the Request URI. SMTP connection fails when SMTP Authentication is disabled Call may not be completed Outcalls appear to be routed to one MPP when other available. And event PSESM00074 being logged. When sip supervised transfers don't complete before the application terminates the call count gets decremented many times per failed call. This causes outcall to select the wrong MPP and unevenly load the MPP s Wrong grammar is used for interpretation Setting Privacy header hint for MPP core dump

12 ID Minimum Conditions Visible symptoms 916 SIP INVITE 937 SIP calls that require a refresh re-invite (calls over 10 minutes for example) and that are using SRTP. Call may sometimes experience one way talk path. One way audio path after SIP Session Refresh re-invite causes SRTP parameters to get reset. Release found in Release fixed in Known issues and workarounds Installation Issues ID Minimum conditions N/A N/A Upgrading Experience Portal Primary or Auxiliary EPM Upgrading from releases prior to Experience Portal 7.0.x Experience Portal and ICR. Experience Portal security certificate updated. Visible symptoms Outcalls fail during upgrade if EPM name contains space. Applications can make outcalls using the Application Interface web service. This web service runs on the Primary EPM server and on all Auxiliary EPM servers. Normally, throughout the upgrade process at least once instance of the Application Interface web service is available to make outcalls. However, if the name of the Primary EPM or any Auxiliary EPM contains a space (" ") character, then there may be a period of several minutes during the upgrade when all instances of the Application Interface web service are out of service at the same time. Note that once the upgrade is completed, all instances of the Application Interface web service will again operate correctly. ICR fails if Experience Portal certificate is changed. In some cases, when an Experience Portal server is upgraded a new security certificate is generated for that server. (Experience Portal also provides the utility GenerateServerCertificate.sh that allows you to generate a new security certificate for a server after it has been upgraded.) If your Experience Portal system includes Intelligent Customer Routing (ICR), ICR may stop working whenever a new security certificate is generated on your Primary EPM or any Workaround To work around this issue, remove all space characters from your EPM names before starting the upgrade. To make ICR operate correctly again, you must run the ICR utility update_cert.sh. See the section Fetching certificates in the document Upgrading Intelligent Customer Routing ( ocuments/ ) for the procedure details. 12

13 ID Minimum conditions Visible symptoms Workaround Auxiliary EPM sever. N/A POM fails when Experience Portal is upgraded. In some cases, when an Experience Portal server is upgraded a new security certificate is generated for that server. (Experience Portal also provides the utility GenerateServerCertificate.sh that allows you to generate a new security certificate for a server after it has been upgraded.) If your Experience Portal system includes Proactive Outreach Manager (POM), POM may stop working whenever a new security certificate is generated on your Primary EPM or any Auxiliary EPM sever. Additionally, when you upgrade your Primary EPM server the password for the database user named postgres is reset to a randomly generated value and access to the Experience Portal database using that account is prohibited from servers other than the Primary EPM. Both of these actions can also cause POM to stop working. To make POM operate correctly again, refer to the document Upgrading Proactive Outreach Manager ( ocuments/ ). Among other things, you may need to: Run the Experience Portal utility SetDbPassword.sh on your Primary EPM server to set the password for database user postgres Edit the file pg_hba.conf on your Primary EPM server to allow access to the Experience Portal database from POM servers other than the Primary EPM Run the POM script vpupgrade.sh on your Primary EPM server and each of your Auxiliary EPM servers to recreate symbolic links and synchronize security certificates Important: Use the updated version of vpupgrade.sh from POM301_EPFP1_Upgrade_patch.zi p ( /downloaddetails.action?contentid=c _5&productId=P0638&releaseI d=3.0.x). N/A Cannot install from path that contains space If attempting to mount the Experience Portal image and perform an install from that location the install will fail if the location contains a directory path that contains a space character. Before starting the install, make sure that none of the directory names in the path to the install Experience Portal contain a space. 645 EPM fails to install when the hostname contains a period Installing Experience Portal on a server that has a. (period) in the hostname will cause the installation to fail. The prerequisite checker fails to detect this condition and allows the install to continue and eventually fail. Rename the server to remove the period form the hostname. 13

14 Avaya Linux Issues ID N/A 868 Minimum conditions Old versions of PuTTY cannot connect Experience Portal 7.1 installed on Avaya Linux RH AV05EP71 Visible symptoms The security hardening done in Avaya Linux result in older versions of PuTTY (e.g. 0.58) not being able to make SSH connections. Avaya Linux will initially provide sha512 hashed passwords. However after Experience Portal 7.1 is installed the system will not use sha512 for any new passwords. Instead the passwords revert to using the old md5 hash. Workaround Newer versions of PuTTY (e.g. 0.62) work without issue. To correct this issue perform the following on each server in the Experience Portal configuration. This should be done after Experience Portal is installed so that all future passwords are created with the sha512 hash. Open a command window and log into server as a root level user. Issue the command: sed -i '/^password.*sufficient.*pam_u nix.so/ s/md5/sha512/' /etc/pam.d/cs-auth OVA Deployment Issues ID 396 Minimum conditions Upgrading OVA deployment from Experience Portal 7.0 and 7.0 FP1 Visible symptoms CPU reservation increased. Each OVA for Experience Portal 7.0 and Experience Portal 7.0 FP1 reserved 2400 MHz of processor within VMware vsphere. In Experience Portal 7.0 SP2 the CPU reservation in each OVA was increased to 9500 MHz. As a result, when you upgrade an OVA based system you may find that not all of your virtual machines fit on the VMware vsphere ESXi servers to which they are assigned. Workaround To work around this issue, move some virtual machines to other ESXi servers that have available capacity. Note that you can choose to move either Experience Portal virtual machines or other virtual machines that happen to co-reside on the same ESXi servers. As a last resort, you can use the VMware vsphere Client to lower the amount of processor reserved for each Experience Portal virtual machine. Be aware, though, that when you lower the CPU reservation there is some risk of introducing performance problems. 14

15 System Operation Issues ID PSN003432u Minimum conditions MPP name contains hash character and attempting to view transcript data. HP ProLiant servers EP and later releases Visible symptoms Time not displayed correctly for a time zone. Typically, Experience Portal displays times in either the local time of the Primary EPM server or in the local time of the user's web browser. Sometimes the time displayed by Experience Portal is not correct for a particular time zone because the rules for that time zone have changed recently. In a typical year, for example, there are several countries around the world that either adopt or abandon daylight saving time (also known as summer time), or adjust when daylight saving time begins or ends. Cannot view transcriptions if MPP name contains hash. The Session Detail Report can optionally display a transcription that shows the details of what happened during a session. For example, the session transcription will show all VoiceXML pages loaded, all prompts played, and all utterances spoken by the caller. The Session Detail Report, however, will fail to show the session transcription if the name of the MPP that processed the call contains a hash ("#") character. Error during Linux boot on HP ProLiant servers. [Firmware Bug]: the BIOS has corrupted hw-pmu resources When Linux boots on HP ProLiant servers you may see the error below displayed on the system console. Application documents appear to be unexpectedly cached. Causing change in application behavior. Since EP the default behavior of MPP Browser Caching has changed. Previously the caching was not working as intended. With the recent change, some documents may start being cached and that may change the applications behavior from previous releases. Workaround To fix time zone related display issues, update each Experience Portal server to the latest version of the Linux time zone information RPM, tzdata. Also update the time zone information used by the Java Runtime Environment (JRE) on each Primary EPM and each Auxiliary EPM server. See PSN003432u ( ocuments/ ) for the procedure details. To work around this issue, remove all hash characters from your MPP names. Note that the Change MPP Server web page does not allow you to edit the name of an MPP. You must delete and re-add any MPP whose name you wish to change. This error may safely be ignored. In order to configure applications to not be cached, you will need to go the EPM web pages and access the Browser Settings page (System Configuration -> MPP Servers -> Browser Settings) and set all of the field under the Maximum Cache Age section to "0". This includes the fields: Document, Grammar, Audio, Script, and Data. 15

16 ID Minimum conditions Visible symptoms Workaround 730 Running load using inband DTMF detection on 2 MPPs. Each MPP has 500 ports of H.323 configured. DTMF inputs 1 second apart per call. Requests for ASR resources begin to fail. Nuance Recognizer eventually crashing. This is targeted by Nuance for which is not available yet. Issue can be resolved by upgrading to NSS and NREC with Patch (NRS-p enr17.tgz) 788 Using MRCPV2 TLS speech servers with EP EP is constantly logging PTELE00002 events. Failed TLS handshake errors between MPP and Nuance Speech Server To fix this: Login to the EPM UI and export the EPM root certificate (sipca.pem) and copy the file over to the speech servers under the folder $(NSSSVRSDK)/certs/ or /usr/local/nuance/speech_server /server/certs/ directory. Append this exported certificate to the cert.pem file by running the following command: cat sipca.pem >> cacerts.pem Open the speech server configuration file: /usr/loca/nuance/speech_serve r/server/config/nssserver.cfg and uncomment the line: server.tls.cacertificatesfile VXIString $(NSSSVRSDK)/certs/cacerts.p em Restart the NSSservice and the NRECservice. 846 Deleting and readding Aux EPM servers with the same name but different IP addresses This will double the number of HTML licenses used by that server. This can cause HTML license capacity to expire prematurely. The problem automatically fixes itself when HTML licenses reset at the end of each day. 894 EP Application Interface web service and Cannot generate web service client proxy using WSDL for.net Contact Avaya Support. 16

17 ID Minimum conditions Visible symptoms Workaround.NET 968 Attempting Primary EPM Restore from EPM Backup that includes additional database users that were manually added to the PostreSQL database The Restore procedure may fail with this error message: Error executing RestoreDump. See log at /opt/avaya/backup/logs/restoredump Error.log and the RestoreDumpError.log file will include error message(s) of the form ERROR: role <name> does not exist To resolve this issue, do the following: 1. Create the missing database users on the Postgres database with psql using the following commands: su postgres psql VoicePortal create user <name> with password '<password>'; where <name> is the name of user from the error log and <password> is the password for the user. \du to verify that the users were added correctly \q to quit psql 2. Reinstall the Primary EPM software using autoupgradevp command. Once the auto upgrade has finished, rerun the Restore procedure. 969 Login Options: Session Timeout changed from default of 10. Then system backed up and later restored. Session Timeout value is not restored and the Login Options web page will display the following warning messages: Warning: Session Timeout value mismatch; value from web.xml (10) is different from database value (x) Warning: Primary EPM needs to be restarted for the new login session time value to take effect. To resolve this issue, do the following: Log into the Primary EPM. Go to the Login Options web page. Click on the Save button. Logoff from the EPM. Restart the Primary EPM. 975 Anytime a user manually creates the vpcommon account, i.e. by running "SetDbPasswor d.sh add_primary_vp common" command on Auxiliary EPM is logging many PALOG00014 events. And in the details for these events there is an indication of PSQLException: ERROR: permission denied. Reporting data is not lost, but conversations cannot be created. To resolve this issue, do the following: Update the permissions on several tables on the Primary EPM in the Postgres database with psql using the following commands: su postgres psql VoicePortal GRANT USAGE, SELECT ON SEQUENCE cdr_insertid_seq to 17

18 ID Minimum conditions Visible symptoms Workaround the Primary EPM. This will only affect applications that use conversations (SMS, HTML, etc). \q vpcommon; GRANT USAGE, SELECT ON SEQUENCE sdr_insertid_seq to vpcommon; to quit psql psql MultiMedia GRANT SELECT, INSERT, UPDATE, TRUNCATE, DELETE on TABLE conversations TO vpcommon; \q to quit psql 976 Pertains to EPM Backup feature on OVA systems The EPM Backup feature creates an unnecessary warning alarm on OVA systems: Alarm Code: QBUD_00126 Event Code: PBUD_00126 Alarm Message: QBUD_00126: Error accessing file/folder due to not found or permissions. The backup is otherwise complete and successful. To prevent this unnecessary alarm, log into an EPM command window as root level user and issue the following commands : mkdir -p $CATALINA_HOME/webapps/W eblm/data/eula chown -R avayavp:avayavpgroup $CATALINA_HOME/webapps/W eblm/data 978 EPM/HTML or other service cannot be added if Microsoft SQL Server is configured as the Report (External) Database. HTML information is not showing up on the System Monitor for the configured EPMs even after the HTML Redirector is configured for the default zone. To resolve this issue, do the following in the specified order 1. Primary EPM a. Stop the vpms service (/sbin/service vpms stop). b. Postgres Database (Local) i. su postgres ii. psql VoicePortal iii. DELETE FROM VPUCIDMap WHERE servertype = 'HTM'; iv. DELETE FROM VPMpps WHERE servertype = 'HTM'; v. SELECT vpid from VPSystems; this will give the vpid of 18

19 ID Minimum conditions Visible symptoms Workaround the Experience Portal system. vi. \q to quit psql. 2. Microsoft SQL Server Connect to the SQL Server and execute the following SQL statements. a. DELETE FROM VPUCIDMap WHERE vpid= <vpid> and servertype = 'HTM'; where <vpid> is the vpid of the Experience Portal system. b. DELETE FROM VPMpps WHERE vpid= <vpid> and servertype = 'HTM'; c. ALTER TABLE VPMpps ALTER COLUMN DeleteDate datetime2; 3. Primary EPM a. Start the vpms service (/sbin/service vpms start). Languages supported Region Country Written Language APAC Australia English China Simplified Chinese India English Japan Japanese Korea Korean EMEA France French Germany German 19

20 Region Country Written Language Italy Italian Russia Russian UK English AI Brazil Brazilian-Portuguese Canada French/English Mexico Lat-Spanish US US English Documentation errata Document number Title Description Contacting support Contact Support Checklist Refer to the Avaya Aura Experience Portal 7.1 Documentation Library for the Troubleshooting section. Or the Avaya Technical Support Web site and the document titled Troubleshooting Avaya Aura Experience Portal ( If you are having trouble with Avaya Aura Experience Portal, you should: 1. Retry the action. Carefully follow the instructions in written or online documentation. 2. Check the documentation that came with your hardware for maintenance or hardware-related problems. 3. Note the sequence of events that led to the problem and the exact messages displayed. Have the Avaya documentation available. If you continue to have a problem, contact Avaya Technical Support: 1. Log in to the Avaya Technical Support Web site 2. Contact Avaya Technical Support at one of the telephone numbers in the Support Directory listings on the Avaya support Web site. Avaya Global Services Escalation Management provides the means to escalate urgent service issues. For more information, see the Escalation Contacts listings on the Avaya Web site. Contact Support Tasks You may be asked to one or more files to Technical Support for analysis of your application and its environment. 20