Avaya Callback Assist Release Notes

Transcription

1 Avaya Callback Assist Release Notes Release June 2015

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3 Named User License (NU). You may: (i) install and use the Software on a single Designated Processor or Server per authorized Named User (defined below); or (ii) install and use the Software on a Server so long as only authorized Named Users access and use the Software. Named User, means a user or device that has been expressly authorized by Avaya to access and use the Software. At Avaya s sole discretion, a Named User may be, without limitation, designated by name, corporate function (e.g., webmaster or helpdesk), an or voice mail account in the name of a person or corporate function, or a directory entry in the administrative database utilized by the Software that permits one user to interface with the Software. Shrinkwrap License (SR). You may install and use the Software in accordance with the terms and conditions of the applicable license agreements, such as shrinkwrap or clickthrough license accompanying or applicable to the Software ( Shrinkwrap License ). 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4 Table of content Table of Content Introduction... 6 New features in Callback Assist Web Services API to support additional use cases... 7 Custom IVR application for Delivery in Customer First Strategy... 7 New Languages... 8 TLSv1.1 and TLSv1.2 support... 9 WebLM Support... 9 Parameter to control the time to launch Phantom Call for immediate callback requests... 9 Document update to Backup, Restore and Upgrade Control to Install or not install Local WebLM service Load Balancing BSR Polling Requests BSR SIP Polling Retry Mechanism Changes BSR Server Logging Changes File locations, content and required storage with default settings SYSLOG Overview Change in BSR Configuration Defaults Problems & Enhancements fixed in Callback Assist Known issues in Callback Assist Upgrade an existing installation Important: Hardware and software requirements Technical support Avaya Callback Assist Release Notes June

5 Table of content Avaya Callback Assist Release Notes June

6 Introduction Introduction This document contains information about features and fixes delivered in Avaya Callback Assist (CBA) This document also lists any known issues and information about getting technical support if you experience issues with Callback Assist. Avaya Callback Assist Release Notes June

7 New features New features in Callback Assist Callback Assist introduces the following features. Web Services API to support additional use cases New Callback Assist web service API introduced to support additional use cases listed below. 1. Expose EWT min, max thresholds and customer language: getwebcallbackconfigurations, getwebcallbackconfigurationbyid and getwebcallbackconfigurationsbyagentqueue. 2. Reschedule an existing Callback Request: reschedulewebcallbackrequest. 3. Upload Recorded Customer Name (Customer First Installation Only): uploadrecordedcustomernameforrequest. The WSDL document for the new Web services API can be obtained using the URL Refer Avaya Callback Assist Web services API Guide for more details. Old Web service APIs removed The Web service APIs Release 3.2 and Release 4.0 are no longer available. The only supported Web Service APIs are Release 4.1 and Release Custom IVR application for Delivery in Customer First Strategy Callback Assist now allows using custom IVR application in Customer First outbound delivery. With this feature customers can develop and use their own IVR applications for interacting with the caller during callback delivery in Customer First strategy. The following properties in Global Settings > IVR tab needs to be set to enable this feature. 1. Enable CF menu calling External VXML outbound Application 2. CF menu External VXML outbound Application URL Avaya Callback Assist Release Notes June

8 New features When enabled the custom outbound external VXML application will be invoked in the place of the default outbound application (CBASIPCustomerDeliveryCF). Refer the Administering Avaya Callback Assist document for more details on the specification of the custom IVR application. New Languages Callback Assist now supports 3 new languages. 1. Cantonese Chinese 2. Mandarin Chinese 3. Arabic Avaya Callback Assist Release Notes June

9 Problems and Enhancements Fixed TLSv1.1 and TLSv1.2 support JDK and the tomcat in Callback Assist are upgraded to JDK7 and Tomcat7. With this change TLSv1.1 and TLSv1.2 protocols can be used to establish secure connection to CBA components. WebLM Support Callback Assist now supports WebLM version (External WebLM). Parameter to control the time to launch Phantom Call for immediate callback requests New Global Parameter "EWT adjustment to control when to launch a phantom calls in Customer First strategy (Percentage)" added in the advanced tab. With this the EWT value of the callback requests is adjusted so that the time to place the phantom call by engine can be controlled for immediate callback requests. Example: If this value is set to 50 and the EWT at the time of registering the callback request is 10 minutes, engine will place the phantom call after 5 minutes from the time of callback request registration. Avaya Callback Assist Release Notes June

10 Problems and Enhancements Fixed Document update to Backup, Restore and Upgrade Installing and configuring Avaya Callback Assist user guide updated with detailed steps to backup, upgrade and restore Callback Assist installed in HA and single server deployments. Control to Install or not install Local WebLM service The installer is added with an option to choose if a local WebLM service is required to be installed along with other CBA services. If the customer uses an External WebLM, the installation of local weblm service can be skipped by entering no when prompted. (07:25:46) Are you going to use local WebLM service? (yes/no) : no If yes is chosen WebLM service will be installed as a service along with other CBA services. If no is chosen, WebLM service will not be installed as a service in the CBA server. Load Balancing BSR Polling Requests Load balancing feature allows the system to distribute the sip polling requests among the SIP proxies configured. The algorithm elects the next proxy based on the last polling performed by the proxy. The least used proxy will be always chosen. Load balancing Configuration The load balancing is disabled by default. In order to enable it, the property enablesipproxyloadbalancing needs to be changed in icrconfiguration.properties file. This file is located at /<install path>/avaya/callbackassist/bsr-server/lib/icrconfiguration.properties. Change the value to 1 in the icrconfiguration.properties file as below. ## SIP proxy load balancing enabled Enabled = 1 Disabled = 0 enablesipproxyloadbalancing=1 Multiple Proxy servers can be configured using the SIP Proxy screen. Avaya Callback Assist Release Notes June

11 Problems and Enhancements Fixed BSR SIP Polling Retry Mechanism Changes The retry mechanism has been improved to behave differently depending on how many SIP proxies are configured in the System. The goal is to optimize the number of SIP messages sent and how quickly the system switches to failover in case of problems. Single SIP Proxy If there is only one SIP proxy configured, the polling service will retry the same VDN again only if a timeout happens, even if number of retries is higher than 1. A timeout may happen only if Avaya Session Manager or CM is excessively overloaded or if there is a network issue. The timeout can be adjusted in Direct Polling configuration screen. Avaya Callback Assist Release Notes June

12 Problems and Enhancements Fixed Multiple SIP Proxies If there is more than one SIP proxy configured the polling service will retry every time the call fails, no matter the reason. Reasons can be timeout or an unexpected SIP message (such as 404 Not found or 180 Ringing). Details about the failing reasons will be logged as follows: For timeouts an entry Timeout occurred while waiting for notification. Expected :<xxx> Total: <yyy> will be logged. For unexpected SIP messages an entry No bsr data returned from polling will be logged. For all those entries above an alarm will be generated in SYSLOG as well. BSR Server Logging Changes File locations, content and required storage with default settings All files are located under <CBA_HOME>/bsr-server/logs Logging level for various components can be updated in <CBA_HOME/bsr-server/webapps/axis/WEB- INF/classes/log4j.xml. Logging level changes require service restart. Avaya Callback Assist Release Notes June

13 Problems and Enhancements Fixed Table below describes the various files, default logging level as of CBA-686 hot fix and required default storage. FILE CONTENTS LOGGING LEVEL (default) REQUIRED STORAGE (default) alarms.log Alarms generated by BSR Engine Application. Alarms are also sent to SYSLOG (see section below) INFO 1GB (10 files of 100MB) bsr.log BSR Engine Application Log INFO 1 GB (10 files of 100 MB) sipstack.log BSR SIP Stack internal log - used for debugging SIP Stack internal threads and memory structures. INFO (disabled) 0 (this log is disabled by default) Only DEBUG info is generated, therefore using any level above DEBUG effectively disables this log. siptrace.log SIP trace for messages exchanged with SM/CM. A proper tool to generate ladder diagrams can parse it. DEBUG 1 GB (10 files of 100MB) Only DEBUG info is generated, therefore using any level above DEBUG effectively disables this log stdout.log Container (Tomcat) messages. INFO 100MB (10 of 10MB) SYSLOG Overview BSR Service now sends alarms to SYSLOG. By default it will send UDP datagrams to port 514 on localhost. To receive them, (r)syslogd must be configured to receive remote datagrams. Sending them to a different server can be achieved in one of 2 ways: 1) Changing the IP address of the syslog daemon in <BSR_SERVICE_HOME>/webapps/axis/WEB-INF/class/log4j.xml or Avaya Callback Assist Release Notes June

14 Problems and Enhancements Fixed 2) Configuring syslog to relay messages received locally to another server such as IBM Tivoli. Configuring syslog is outside the scope of this document. Alarms are sent in 3 levels of priority: INFO, WARN and ERROR. Main alarms generated by BSR Server are listed below: Priority Alarm Remarks WARN ERROR ERROR WARN Requested service <X> is not configured. Please check Call Center Applications configuration. Missing or invalid configuration attribute <X> service[x] - selection strategy has not returned winner, default VDN will be selected. Please check server logs for more information When a polling for VDN X fails for any reason A CBA Configuration is referring an incorrect Call Center Application. Make sure the Call Center Application exists or the CBA Configuration is correct. A service impacting configuration attribute is missing from BSR configuration. This is more likely to happen when the server is being started. For some reason the strategy is not able to select a winner. This typically happens if a Call Center Application is not being to poll any of its associated VDNs, due to incorrect configuration, timeout, and Session Manager or Communication Manager unavailability. More information can be found at bsr.log file. Please notice this is a critical condition, as calls will be routed to a default VDN/SKILL instead of the properly segmented call center group. Happens when a polling VDN does not exist, is misconfigured (incorrect Vector steps) or there is a connectivity issue between CBA and SM/CM. INFO BSR Service is started/stopped This marker is sent whenever the BSR Service is started/stopped. Can be used to make sure SYSLOG and centralized logging configuration is configured properly. INFO Polling Service is started/stopped This marker is sent whenever the Polling Service is started/stopped. Can be used to make sure SYSLOG and centralized logging configuration is configured properly. ERROR proxy<x>(<ip>:<port>) is unavailable There s watchdog process that will start and monitor whenever a SIP proxy goes down for any reason. It will log an alarm at every 10 seconds INFO proxy<x>(<ip>:<port>) is alive The watchdog process will log the alarm whenever the SIP Proxy that was previously down comes up again. WARN The active Sip Proxy has been Every time that the active SIP proxy being used Avaya Callback Assist Release Notes June

15 Problems and Enhancements Fixed Priority Alarm Remarks changed from X to Y changes for any reason an alarm is triggered. ERROR No Active Sip Proxy available In case all SIP proxy goes down this alarm will be triggered for every polling attempt INFO The Sip Proxy load balancing feature is enabled Below is a snapshot of how the alarms will appear in SYSLOG. If the load balancing feature is enable an alarm will be triggered at startup time May 14 20:26: : 26:57,584 cba-bsrserver: INFO [ip: ] - BSR service is started May 14 20:26: : 26:57,590 cba-bsrserver: INFO [ip: ] - Cache service started May 14 20:26: : 26:57,788 cba-bsrserver: INFO [ip: ] - The Sip Proxy load balancing feature is enabled May 14 20:26: : 26:58,278 cba-bsrserver: INFO [ip: ] - Polling service started May 14 23:21: : 21:25,997 cba-bsrserver: ERROR [ip: ] - proxy1[ :5060] is unavailable May 14 23:21: : 21:34,216 cba-bsrserver: ERROR [ip: ] - proxy3[ :5060] is unavailable May 14 23:21: : 21:41,580 cba-bsrserver: WARN [ip: ] - polling vdn service[328] - No bsr data returned from polling May 14 23:21: : 21:44,387 cba-bsrserver: WARN [ip: ] - proxy3[ :5060] is alive again. Answered in: 120 (ms) May 14 23:21: : 21:56,152 cba-bsrserver: WARN [ip: ] - proxy1[ :5060] is alive again. Answered in: 69 (ms) Change in BSR Configuration Defaults Default Slack Strategy timeout changed from 25s to 9s Default Polling timeout changed to 8 instead of 30s Default Polling retries changed to 2 instead of 3 BSR Service now consumes only 3 DB Connections instead of 40 Avaya Callback Assist Release Notes June

16 Problems and Enhancements Fixed Problems & Enhancements fixed in Callback Assist This release includes the following fixes: Issue ID Type Severity Description CBA-674 Story 2 - Major Add Arabic language support to all CBA dialogs CBA-631 Story 3 - Minor Upgrade all CBA components to use JDK 7 and Tomcat 7 CBA-540 Story 2 - Major Add Mandarin and Cantonese languages CBA-458 Story 2 - Major Modify CF customer menu to call external VXML application CBA-456 Story 2 - Major Expose Language configured on the admin page on the web API CBA-455 Story 2 - Major Web API Expose EWT Thresholds CBA-727 Enhancement 2 - Major Stop running tomcat-weblm service (CBA Internal WebLM) if it is not used CBA-678 Enhancement 2 - Major Add parameter to control when an immediate request is eligible for launching in CF PP strategy CBA-669 Enhancement 3 - Minor Add backup & restore instructions in upgrade documents for & later, in order to be able to ROLLBACK a failed upgrade CBA-668 Enhancement 3 - Minor Add custom audio backup in upgrade document for & later CBA-611 Enhancement 2 - Major Add JDK 7 runtime to CBA CBA-453 Epic 3 - Minor Expand Web API to include additional use cases Avaya Callback Assist Release Notes June

17 Problems and Enhancements Fixed CBA-720 Bug 2 - Major Engine shutdown generating unexpected EOF on client connection on PostgreSQL log CBA-719 Bug 2 - Major Maintenance shutdown generating unexpected EOF on client connection on PostgreSQL log CBA-708 Bug 2 - Major For security reasons, Tomcat default folders should not be included CBA-701 Bug 1-Critical In case of network issues between Engine and DB, engines could both become masters CBA-696 Bug 2 - Major In Russian Language QPOS and EWT is announced twice CBA-689 Bug 1-Critical CBA ports not releasing CBA-686 Bug 1-Critical Memory leak due to unhandled SIP Messages CBA-685 Bug 1-Critical Immediate Callback fails after agent drops the call as soon as it arrives CBA-683 Bug 1-Critical Release UUI Patch: Inherent Delay in CBA APP causing longer silence in North America Region CBA-680 Bug 3 Minor Admin UI: Unable to add new role CBA-677 Bug 3 Minor Pending requests keep failing CBA-671 Bug 2 Major CBA Admin report section does not allow more that 8 digit in DNIS field to search CBA-662 Bug 2 Major CTI: EWT is not announced CBA-645 Bug 2-Major CBA does not maintain UUI value in few situations. As a result screen pop goes empty Avaya Callback Assist Release Notes June

18 Problems and Enhancements Fixed CBA-617 Bug 3-Medium Japanese announcements for wait time are not correct CBA-609 Bug 3 - Minor CBA is not able to connect to weblm- CBA License issue in Weblm CBA-607 Bug 3 Minor Fail over for SIP Proxy on CBA failed CBA-520 Bug 3 Minor Areacode 812 and 317 should be eastern timezone not central timezone Avaya Callback Assist Release Notes June

19 Known issues Known issues in Callback Assist The following issues were not fixed in this release: Issue ID Severity Description DE Minor Offering.wav for Date Prompt Format for day, then month is incorrectly recorded in Spanish DE Cosmetic Message audio in Spanish De la tarde instead of p.m. DE Cosmetic UI.Delivery Tab. Type combo field is not displayed ALL Config. DE Cosmetic Missed text in admin page when we are opening in Internet Explorer-8 on windows XP DE Cosmetic Reports. Criteria Order should be given for each header/title instead of consider any click on all headers CBA Minor Adding a new Polling VDN/Queuing VDN pair requires Polling Service restart CBA Minor CBA Admin: User account is not locked once maximum login attempts is reached CBA Minor SIP CF: Please hold while I call the customer message is played to the agent twice CBA Major Create call back web service can register more than allowed call backs in database if the web service requests are executed almost concurrently CBA Medium When "Media Encrypted Environment (SIPS)" in Global settings is enabled, inbound call is not redirected to the Emergency Destination when CBASIPMain dialog exits with error. CBA Medium Announcement for EWT and queue position in Arabic is not correct Avaya Callback Assist Release Notes June

20 Upgrade an existing installation Upgrade an existing installation Please check Installing and configuring Avaya Callback Assist guide for detailed information about upgrading Callback Assist. Important: Callback Assist requires higher Hardware specifications than older versions. The Network Latency requirements are also documented. Check the Linux Shared Memory, Hardware requirements and Network Latency sections of Installing and configuring Avaya Callback Assist guide before upgrade. Avaya Callback Assist Release Notes June

21 Hardware and software requirements Hardware and software requirements For information on setting up the required environment configuration, see the following sections in the Installing and Configuring Avaya Callback Assist guide. Browser Requirements Hardware Requirements Software Requirements Network Latency Hardware Requirement Updates RAM Network 16 GB ECC DDR3 Gigabit Ethernet (GbE or 1 GigE) NIC Network Latency Requirements Latency between EPMS/MPP and CBA server: < 100 ms Latency between CBA components (for a HA deployment, including DB): < 30 ms Avaya Callback Assist Release Notes June

22 Technical support Technical support Support for CBA is available through Avaya Technical Support. If you encounter trouble with CBA, perform the following tasks: 1. Retry the action. Follow the instructions in written or online documentation carefully. 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. 4. If you continue to have a problem, contact Avaya Technical Support by one of the following ways: Logging on 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 Avaya 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 visit the Avaya Web site for further information. When you request technical support, provide the following information: Configuration settings Usage scenario, including all steps required to reproduce the issue. Screenshots, if the issue occurs in the Administration Application, end-user web site or Portal clients. Copies of all logs related to the issue. All other information that you gathered when you attempted to resolve the issue. Tip: Avaya Global Services Escalation Management provides the means to escalate urgent service issues. For more information, see the Escalation Contacts listings on the Avaya Support Web site. For information about patches and product updates, see the Avaya Support Web site. Avaya Callback Assist Release Notes June