Avaya Interaction Center Release Notes

Transcription

1 Avaya Interaction Center Release Notes 1

2 Introduction The Avaya Interaction Center Release Notes provides information such as defects fixed and known defects in IC Service Pack Update1 This document provides late-breaking information to supplement Interaction Center software and documentation. For updated documentation, product support notices, and service pack information, visit the Avaya Support Center Web site at Note : IC Service Pack update1 and refers to same term. 2

3 Contents Avaya Interaction Center Release Notes... 1 Introduction... 2 Contents... 3 Overview... 4 Installation... 5 Prerequisites... 5 Windows Installation instructions... 5 Solaris/AIX Installation instructions:... 7 IC Configuration: Disabling auto generation of a new TrackingID for incoming s: Allowing non-rfc-compliant s to be processed by AIC: ADL changes to enable loop-detection type BOTH : Updated Files Avaya Agent component (Windows) Avaya Agent Web Client component (Windows) Avaya Agent WebConnector (Windows) Administration and Design component (Windows) Server component (Windows) Server component (Solaris) Server component (AIX) Fixed MRs / WIs in Patch Fixed MRs / WIs in IC Known Issues and Resolutions Known problems in Avaya IC Technical Support (this is the change)

4 Overview Avaya Interaction Center (IC) software updates are distributed in service packs. The Avaya Interaction Center (IC) is an update for the IC 7.2 release to be applied on IC Service Pack. These software updates are used to correct issues that are not included in the original release of the IC 7.2 system upto IC Service Pack. Avaya recommends that all IC 7.2 customers update to IC Service Pack update1 as soon as possible to ensure they have a complete set of fixes. IC does not include a redelivery of the entire IC product. IC is NOT cumulative i.e. It does not contain files from any of previous Service Packs on IC 7.2 system. (i.e.ic 7.2.1, IC and IC 7.2.3) Please follow instructions in the Release Notes when installing and configuring the IC It contains information, such as known defects and defects fixed in this release, which may not necessarily be included in the standard IC 7.2 documentation. The existing features in IC7.2 continue to be in use, unless mentioned otherwise in the release notes. The Release Notes provides detailed installation instructions and configuration information. For additional IC 7.2 documentation information, please refer to: Interaction Center (IC) 7.2 Product Documentation Interaction Center (IC) 7.2 Release Notes Avaya IC for Siebel 7 and 8 Integration Guide 4

5 Installation Avaya recommends that customers fully understand all aspects of this update and how each fix may or may not impact their existing Interaction Center environment. Customers should apply this update in a development or test environment that is an exact replica of the customer s production environment, and customers should fully test their entire Interaction Center solution to ensure this update does not have any impact on the customer s environment. Careful attention should be given to any customizations created by the customer, Avaya, or an Avaya business partner. Avaya professional services are available to provide a consultative engagement to assist customers in executing IC installation. Prerequisites Before installing the IC Service Pack update1, make sure that you have installed the IC7.2.3 service pack on all IC systems. Follow instructions given below to install the IC Service Pack update1. Extract the patch file IC723Patch1.zip file to any location. Extracted File contains the following files IC7231AixServer.tar IC7231SolServer.tar IC7231WinAdmin.zip IC7231WinAgentClient.zip IC7231WinServer.zip Windows Installation instructions Make sure that user installing the update has execute permission to run the batch file and write permission to AVAYA_IC72_HOME directory. To install patch on Design and Admin machine follow below instructions. 1. Close all Design Admin tools, if they are running. 2. Copy IC7231WinAdmin.zip file on the Design and Admin machine. 3. Extract the IC7231WinAdmin.zip file to any location. 4. Run the Install.bat file from the extracted location 5. Once the installation is completed, log summary would pop-up from which one can confirm the successful installation. And the same installation summary can be accessed from %TMP%/Install7231.log file. To install patch on Windows Server machine follow below instructions. 1. Stop all IC servers and services. 2. Copy IC7231WinServer.zip file on the server machine. 3. Extract the IC7231WinServer.zip file to any location. 4. Run the Install.bat file 5. Once the installation is completed, log summary would pop-up from which one can confirm the successful installation. And the same installation summary can be accessed from %TMP%/Install7231.log file. 5

6 6. If a Telephony Server is configured, backup the existing Telephony Server executables to a backup location. Telephony Server executables are %AVAYA_IC72_HOME%\bin\tssrv.exe and %AVAYA_IC72_HOME%\bin\tssrv.pdb, and delete these files from their current location 7. Copy %AVAYA_IC72_HOME%\bin\cvlansrv.exe to the same directory and rename the copy tssrv.exe. Repeat for cvlansrv.pdb, copying and renaming to tssrv.pdb 8. Start all servers and services To install patch on Avaya Agent Rich Client machine follow below instructions. 1. Log out agent, if it is already running. 2. Copy IC7231WinAgentClient.zip file on the agent machine. 3. Extract the IC7231WinAgentClient.zip file to any location. 4. Run the Install.bat file 5. Once the installation is completed, log summary would pop-up from which one can confirm the successful installation. And the same installation summary can be accessed from %TMP%/Install7231.log file. Note : 1. Apply all the existing customization in the WebAgent.jar file to the newly copied file. 2. If HomeDir for WebAgent is configured in ICManager, using the property Agent/Desktop/WAC, then copy WebAgent.jar from this update to the path set in HomeDir. To install patch on Avaya Agent Web Client machine follow below instructions There is no separate package available for Avaya Agent Web Client. Hence the required files need to be copied from IC7231WebServer.zip. 1. Extract all files from IC7231WinServer.zip file 2. Back up below files from corresponding location to a different directory which is outside of <AVAYA_IC_HOME>. a. WebAgent.jar - %AVAYA_IC72_HOME%/web/WebContent/WEB-INF/lib b. ImcClient.jar - %AVAYA_IC72_HOME%/web/WebContent/WEB-INF/lib 3. Replace the same files from the patch. To install patch on Windows WebConnector machine follow below instructions There is no separate package available for Windows WebConnector. Hence the required files need to be copied from IC7231WebServer.zip. 1. Stop Avaya Agent WebClient. 2. Extract all files from IC7231WinServer.zip file 3. Back up below files from corresponding location to a different directory which is outside of <AVAYA_IC_HOME>. WebAgent.jar - %AVAYA_IC72_HOME%/Java/jar ImcClient.jar - %AVAYA_IC72_HOME%/Java/jar 4. Replace the same files from the patch. 6

7 Solaris/AIX Installation instructions: This patch only supports manual installation on AIX/Solaris platforms, please follow the manual installation instructions listed below To install patch on Solaris machine follow below instructions. 1. Stop all IC servers and services on the solaris machine. 2. Copy IC7231SolServer.tar file on the solaris server machine. 3. Extract the IC7231SolServer.tar file to any location. 4. Take backup of below files to a different directory which is outside of <AVAYA_IC_HOME>. $AVAYA_IC72_HOME/bin/ic srv $AVAYA_IC72_HOME/Java/jar/ImcClient.jar $AVAYA_IC72_HOME/bin/pollersrv $AVAYA_IC72_HOME/Java/jar/WebAgent.jar 5. From the extracted IC7231SolServer.tar folder copy file ic srv to $AVAYA_IC72_HOME/bin ImcClient.jar to $AVAYA_IC72_HOME/Java/jar pollersrv to $AVAYA_IC72_HOME/bin WebAgent.jar to $AVAYA_IC72_HOME/Java/jar 6. If the $AVAYA_IC72_HOME/bin/tssrv file exists on the system, check to see if this file is a symbolic link to the cvlansrv(avaya Definity switch). a. If the tssrv file is a symbolic link to the Telephony Server(cvlansrv), take the backup of existing cvlansrv file and copy cvlansrv from the patch to $AVAYA_IC72_HOME/bin folder. b. If the tssrv file is not a symbolic link to the Telephony Server, take a backup of the tssrv file, and delete the file from its current location. Copy cvlansrv from the patch to $AVAYA_IC72_HOME/bin and rename it to tssrv 7. Make sure that newly copied files have same permission as backuped files 8. Start all the servers and services. To install patch on Solaris WebConnector machine follow below instructions There is no separate package available for Solaris WebConnector. Hence the required files need to be copied from IC7231SolServer.tar. 1. Stop Avaya Agent WebClient. 2. Extract all files from IC7231SolServer.tar file 3. Back up below files from corresponding location to a different location with different names on where Solaris WebConnector is installed WebAgent.jar - $AVAYA_IC72_HOME/Java/jar ImcClient.jar - $AVAYA_IC72_HOME/Java/jar 4. Replace the same files from the patch. To install patch on Aix machine follow below instruction. 1. Stop all the servers and services on the AIX machine. 7

8 2. Copy IC7231AixServer.tar file on the AIX server machine. 3. Extract the IC7231AixServer.tar file to any location. 4. Take backup of below files to a different directory which is outside of <AVAYA_IC_HOME> $AVAYA_IC72_HOME/bin/ic srv $AVAYA_IC72_HOME/Java/jar/ImcClient.jar $AVAYA_IC72_HOME/bin/pollersrv $AVAYA_IC72_HOME/Java/jar/WebAgent.jar 5. From the extracted IC7231AixServer.tar folder copy file ic srv to $AVAYA_IC72_HOME/bin ImcClient.jar to $AVAYA_IC72_HOME/Java/jar pollersrv to $AVAYA_IC72_HOME/bin WebAgent.jar to $AVAYA_IC72_HOME/Java/jar 6. If the $AVAYA_IC72_HOME/bin/tssrv file exists on the system, check to see if this file is a symbolic link to the cvlansrv(avaya Definity switch). c. If the tssrv file is a symbolic link to the Telephony Server(cvlansrv), take the backup of existing cvlansrv file and copy cvlansrv from the patch to $AVAYA_IC72_HOME/bin folder. d. If the tssrv file is not a symbolic link to the Telephony Server, take a backup of the tssrv file, and delete the file from its current location. Copy cvlansrv form the patch to $AVAYA_IC72_HOME/bin and rename it to tssrv 7. Make sure that newly copied files have same permission as backup files 8. Start all servers and services. To install patch on AIX WebConnector machine follow below instructions There is no separate package available for AIX WebConnector. Hence the required files need to be copied from IC7231AIXServer.tar. 1. Stop Avaya Agent WebClient. 2. Extract all files from IC7231AixServer.tar file 3. Back up below files from corresponding location to a different directory which is outside of <AVAYA_IC_HOME> on where AIX WebConnector is installed WebAgent.jar - $AVAYA_IC72_HOME/Java/jar ImcClient.jar - $AVAYA_IC72_HOME/Java/jar 4. Replace the same files from patch IC Removal (Windows/Solaris/Aix) 1. If installation is performed using script: a. Installation process would copy uninstall.bat in the <AVAYA_IC72_HOME>/ICServicePacks/ /<Installed Component> folder. The <Installed component> can be i. DesignAdmin ii. iii. AvayaAgent Server 8

9 b. If you are running uninstall script on Design and Admin machine, close all design and admin tools. If you are running script on Avaya Agent Rich Client logout the Avaya Agent Rich Agent. If you are running script on IC server machine stop all servers and services. c. Double click on Uninstall.bat to uninstall the patch from system and one has to confirm the status of uninstallation from %TMP%/uninstall7231.log. d. Manually delete the directory from the location <AVAYA_IC72_HOME>/ICServicePacks/ 2. If installation is performed manually: a. Stop all servers and services. b. Manually copy all files from backup location to the required location. 9

10 IC Configuration: Disabling auto generation of a new TrackingID for incoming s: The behavior of the Poller server in IC for an with a TrackingID in the subject that doesn't match any existing record in the IC database due to purging of database is that the will remain on the server and the Poller server will alarm every polling interval about this until the is cleared from the mailbox. This issue has been address by this update, by generating new TrackingID for such s and treating them as new contacts. The default behavior of this fix is to generate a new TrackingID for s having purged parent entry from the IC database. For more information please refer to wi In case it is desired not to treat such s as new contacts ( will remain on external server and alarms will be generated), this fix can be disabled by performing the below steps (set value to 1): a. Login to ICManager using admin account. b. Click the Server tab. c. Double-click the Poller server. d. Click the Configuration tab. e. Add a new "Couple" with name: "NoNewTrackingIDForPurgedParent" (Without double quotes) f. Value: 1 - Disable this fix ( will not be polled by poller server) 0 - Enable this fix ( will be polled by poller server) (NOT ADDING THIS VALUE OR ADDING ANY VALUE APART FROM 1 WILL ENABLE THIS FIX. i.e. The default behavior is that a new tracking id is generated for s for which the parent contact entry has been deleted from the database.) g. Click OK. h. Restart the Poller server. Allowing non-rfc-compliant s to be processed by AIC: From IC72 onwards poller server checks headers (From/Sender/ReplyTo) for RFC compliance. By default if non if these headers are compliant to RFC then such will remain on the server and the Poller server will alarm every polling interval about this until it is cleared from the mailbox. To disable or enable RFC compliance a new configuration value for the poller server has been provided. For more information please refer to wi A. Allowing Poller Server to download NON-RFC compliant s to into the system: (NON-RFC compliance is based on invalid from/sender/reply-to addresses) a. Login to ICManager using admin account. b. Select the Server tab. c. Double-click the Poller server. 10

11 d. Select the Configuration tab. e. Add a new "Couple" with name: "Disable AddressRFCCheck" f. (without double quotes) g. Value: 1 - Turn OFF RFC compliant checking. 0 - Turn ON RFC compliant checking. (NOT ADDING THIS VALUE OR ADDING ANY VALUE APART FROM 1 WILL ENABLE THIS FEATURE. i.e. the default behavior is that RFC compliant checking will take effect.) Note: Such s with invalid from/sender/reply-to addresses will be bounced by the poller server's SPAM plugin (through server) to the bounce address of the respective Mail Account from which the was polled. (Unless the DisableRFCCheckInSpamPlugin, mentioned in following point (B) flag is used) h. Click OK. i. Restart the poller server. B. To configure Poller Server to allow NON-RFC compliant s to be delivered to agent: (NON-RFC compliance is based on invalid from/sender/reply-to addresses) a. Click the Server tab. b. Double-click the Poller server. c. Click the Configuration tab. d. Add a new "Couple" with name: "DisableRFCCheckInSpamPlugin" (Without double quotes) e. Value: 1 - Turn OFF SPAM RFC checking. 0 - Turn ON SPAM RFC checking. (NOT ADDING THIS VALUE OR ADDING ANY VALUE APART FROM 1 WILL ENABLE THIS FEATURE. i.e. The default behavior is that RFC compliant checking will take effect.) f. Click OK. g. Restart the Poller Server. NOTE: If steps in "B" are performed while the steps in "C" are not performed, then the respective bounce address for mail account will be used as a substitute address. C. Configuring a substitute address which will be shown to the agent: Substitute address will be used in place of FROM address of the incoming in case the MIME does not contain FROM address or contains an invalid one. b. Click the Server tab. c. Double-click the Poller server. 11

12 d. Click the Configuration tab. e. Add a new "Couple" with name: "SubstitueFromAddress" (Without double quotes) f. Value: Any valid address. (NOTE: If address is not provided or an invalid address is provided in "f", the respective polling account s bounce address will be used as a substitute address.) g. Click OK. h. Restart the Poller Server. ADL changes to enable loop-detection type BOTH : In IC manager, for an account, loop detect type can be set to either "sender", "from","replyto" or both ( Miscellaneous tab). Before applying this fix ICManager was allowing to select value as both but that value was not getting reflected into database. After reopening the account window, it shows the value for loop detect which was set prior to being changed to "both". To over come this problem below configuration steps are needed. NOTE: Perform the steps mentioned in the section below, ONLY if the functionality fixed in the items wi and wi are desired. The ccq.adl and repository.adl files (files are not part of the IC update1. Use the current adl from the design and admin machine) need to be modified to ensure that the loop-detection type BOTH works correctly. The following steps have to be performed after the IC is applied. 1) On the Design &Admin machine, launch the Database Designer application. 2) Select Open from the File menu. 3) Select the "...\<AVAYA_IC72_HOME>\design\CallCenterQ\ccq.adl" file. 4) Navigate to "Components->Tables->qem_mailaccount" table. 5) Click on the table fieldname loopdetectiontype. 6) Select the FROM_REPLYTO from Enumerated_value (value tab) list box and select the Edit button. 7) Replace FROM_REPLY with BOTH 8) Click File -> Save 9) Click on File->Generate Windows Application menu. This will popup Generate Windows Application dialog box. Uncheck all the check boxes(messages, IC Scripts, Help File, Avaya Agent Layout and EDU Layout) from the save tab. Click on Ok button. After reconfiguration is completed, click close on the File Menu to close the adl file. 10) Repeat the steps 1 through 9 for "...\<AVAYA_IC72_HOME>\design\repository\repository.adl" file. 11) Execute the query UPDATE qw_fieldinfo SET enum_label = 'BOTH' WHERE table_name = 'qem_mailaccount' AND column_name = 'loopdetectiontype' AND enum_value = '3' on both ccq and repository database if MSSQL is used as database if oracle database is used execute above query by 12

13 login in ccq and repository user and if db2 database is used execute above query on ccq and repository schemas. NOTE: After performing above configuration, please restart the DataServer, Directory Server, Poller Servers and perform a Manager->Refresh on ICManager. This ensures ICManager loads the configured accounts correctly to reflect the modified value BOTH. 13

14 Updated Files Avaya Agent component (Windows) The following table lists the files that are installed on the Avaya Agent on Windows platform: File Name IC (date) ImcClient.jar June 9, 2011 sscege.tlx June 22, 2011 sscegn2.clx June 22, 2011 sscego2.clx June 22, 2011 WebAgent.jar June 17, 2011 Avaya Agent Web Client component (Windows) The following table lists the files that are installed with the Avaya Agent Web Client component on Windows platform: File Name IC (date) ImcClient.jar June 9, 2011 WebAgent.jar June 17, 2011 Avaya Agent WebConnector (Windows) The following table lists the Avaya Agent Web Client Connector files that are installed on the Windows machine: File Name IC (date) ImcClient.jar June 9, 2011 WebAgent.jar June 17, 2011 Administration and Design component (Windows) The following table lists the files that are installed on the Administration and Design machine on the Windows platform after installing the Service Pack: File Name IC (date) ImcClient.jar June 9,

15 File Name IC (date) WebAgent.jar June 17, 2011 Server component (Windows) The following table lists the files that are installed on the Windows server machine: File Name cvlansrv.exe(ts) cvlansrv.pdb ic srv.exe IC (date) June 17, 2011 Version: June 17, 2011 Version: June 17, 2011 Version: ic srv.pdb June 17, 2011 ImcClient.jar June 9, 2011 pollersrv.exe June 17, 2011 Version: pollersrv.pdb June 17, 2011 WebAgent.jar June 17, 2011 Server component (Solaris) The following table lists the files that are installed on the Solaris server machine: File Name cvlansrv(ts) ic srv IC (date) June 17, 2011 Version: June 17, 2011 Version: ImcClient.jar June 9,

16 File Name pollersrv IC (date) June 17, 2011 Version: WebAgent.jar June 17, 2011 Server component (AIX) The following table lists the files that are installed on the AIX server machine: File Name cvlansrv(ts) ic srv IC (date) June 17, 2011 Version: June 17, 2011 Version: ImcClient.jar June 9, 2011 pollersrv June 17, 2011 Version: WebAgent.jar June 17,

17 Fixed MRs / WIs in Patch Fixed MRs / WIs in IC The following table lists the MRs/WIs that are fixed in Avaya IC Service Pack. PR ID Summary ProductItem Parent WI (CFD) QQ/Siebel ID wi wi wi wi wi Login into rich client and web agent to appear for an enabled agent takes around 1 min 52 sec and sometime more than 2 min when RL manager is loaded with around 2500 templates. Request to update German dictionary used by Webagent's spellchecker. Webagent should show warning message, when addresses starting and ending with single quotes are being sent. with a multi-line subject and TAB character causes java exception in WebAgent when performing a Customer History search WebAgent attempts to spellcheck base64 encoding of inline image and throws java exception IC:Client:RichClie nt:wcagentclien t wi , IC:Client:RichClie nt:wcagentclien t wi IC:Client:RichClie nt:wcagentclien t wi , IC:Client:RichClie nt:wcagentclien t wi , IC:Client:RichClie nt:wcagentclien t wi , wi Proper Error check window doesn't pops up when an is sent without having proper "To", "Cc" and "Bcc" fields IC:Client:RichClie nt:wcagentclien t wi wi WebAgent hangs up when address with " (double quotes) is used when replying/composing a new outbound . IC:Client:RichClie nt:wcagentclien t wi wi The "Contact -> Print" menu option in AVAYA Web Agent is disabled for newly composed s. IC:Client:RichClie nt:wcagentclien t wi wi ForwardTo feature of IC workflow handling is broken in IC:Server: wi

18 wi wi wi Template Adminstration slows down under templates load IC:Server: wi Login into rich client and web agent to appear for an enabled agent takes around 1 min 52 sec and sometime more than 2 min when RL manager is loaded with around 2500 templates. IC:Server: wi , with a multi-line subject and TAB character causes java exception in WebAgent when performing a Customer History search IC:Server: wi , wi Counter mismanagement within IC server causes server to stop sending IC .analyze events because it believes no workflow servers are available. IC:Server: wi , , wi IC server is failing to properly parse the Reply-To header which causes the to arrive at the agent with a from address of '>'. IC:Server: wi , wi wi wi wi wi If loop detect type is set to BOTH, a loop is detected if the Loop_Detection_Count number of s with invalid from but valid reply to are sent to IC, with same from address each time. The loop should not have been detected. Poller Loopdetect functionality does not work as designed for FROM and BOTH detection-types. IC Poller won't poll messages with an unknown MIME-Type (Non RFC s) s with old or unknown tracking number not polled by poller server "Agent_key" is getting wrongly updated incase another IC Agent unknowingly uses the same station number to login in a free seating IC:Server: p oller wi IC:Server: p oller wi IC:Server: p oller wi IC:Server: p oller wi , IC:Server:TSV5 wi

19 environment. wi Contact count is incremented to 2, when an agent makes an outbound call and the customer rejects the call. IC:Server:TSV5: ASAI wi ODP3FX, 1- OKYJVF wi wi wi TS crash due to simultaneous access to VESP by the main and worker threads. 7TS sends a TS.abandon event when Service Observers are involved. It is not possible to select or save a loop detection type of "both" in IC Manager for an account. ADL qem_mailaccount.loopdetectiontype enum values do not match IC Manager. "FROM_REPLYTO" should be changed to "BOTH". IC:Server:TSV5: ASAI wi IC:Server:TSV5: ASAI wi IC:Admin:DB Designer wi wi TS asai lower layer does not delete the call object, during a cut through scenario IC:Server:TSV5: ASAI wi

20 Known Issues and Resolutions This section provides the known issues or limitations that pertain to the IC The following section describes these issues and their workaround, wherever possible. Known problems in Avaya IC The following table lists the known issues in the Service Pack IC Component Parent WI Key Summary TS continues to wait for value set in "wait time before merge call" even for calls which are blind transferred to Hunt group IC:Server:TSV5:ASAI - wi Recommendation: One should NOT configure the "wait time before merge call" more than 500 ms. 20

21 Technical Support If you are having trouble with IC , you should: 1. 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 by: Logging in to the Avaya Technical Support Web site Calling or faxing Avaya Technical Support at one of the telephone numbers in the Support Directory listings on the Avaya support Web site. You may be asked to one or more files to Technical Support for analysis of your application and its environment. Note: If you have difficulty reaching Avaya Technical Support through the above URL or address, please go to for further information. 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. For information about patches and product updates, see the Avaya Technical Support Web site 21