Avaya Workforce Optimization Select, Release Notes

Transcription

1 Avaya Workforce Optimization Select, Release Notes 25 September 2018 Contents Contents... 1 Document changes... 1 Introduction... 2 Installation... 2 Product compatibility... 2 File list... 2 Backing up the software... 2 Installing the release... 2 Troubleshooting the installation... 2 Restoring software to previous version... 2 Functionality not supported... 2 What s new... 2 Fixes... 3 Known issues and workarounds... 3 Languages supported... 4 Documentation errata... 5 Contacting support... 5 Contact Support Checklist... 5 Contact Support Tasks... 5 Document changes Date Description 09/25/2018 AWFOS release notes 1

2 Introduction This document provides late-breaking information to supplement Avaya Workforce Optimization Select software and documentation. For updated documentation, product support notices, and feature pack information, go to the Avaya Support site at Installation Product compatibility For the latest and most accurate compatibility information go to File list Filename Modification time stamp File size Version number MD5 Hash Awfos_5_2_2.exe 9/10/ : MB b4313cb00a7c6e748e7aa3bfe18aab04 Awfos_5_2_2_Patch_0.zip 9/18/ : MB _001 50b4f7ca3b0d1ada73c1ab05565cd625 Backing up the software Installing the release For information about patches and product updates, see the Avaya Technical Support Web site Troubleshooting the installation Restoring software to previous version Refer to the Deploying Avaya Workforce Optimization Select guide Functionality not supported Desktop Trigger functionality is not supported with Edge browsers Generation of report in PDF format is not supported for the Evaluations Criteria Details & Evaluation Criteria summary report. Oceana Workspaces widgets (Observe widget for Monitor & Real time widget for Interaction controls) require Oceana 3.5 Service Pack 1 release to be operational What s new Adhoc interactions: Ability to import interactions and create composite interaction from a group of interactions Support for additional display fields: Interaction ended by, UCID, Source Type and Transfer Type Data lifecycle management Recording filters: VDN & Hunt group-based recording support Support for Queue based access privilege Screen Capture enhancements: Support for silent & active installation modes, Lean period upload and web-based configuration Consent based recording for CC Elite 2

3 Interop with POM 3.1.1, Aura 8.0 & Oceana 3.5 (interop requires Oceana ) Support for additional editions in Recorder edition (Recorder-Screen & Recorder-Monitor) Fixes The following table lists the fixes in this release. ID Minimum conditions Visible symptoms Component Release found in In Passive recording integration, with IE browser, call playback has voice lag ScreenCapture Service is using 50% CPU on 2 core agent desktops CC Elite Active recording integration, for a few calls recording missing from middle of the calls AESAdapter sends events for the wrong site when the site is updated for an agent Sysadmin is consuming lots of memory due to increased alert frequency Interaction playback screen: Misalignment of Hold duration in graph when page is resized in IE browser Release fixed in MediaManager ScreenCapture AvayaAdapter AESAdapter Sysadmin UI is repeatedly freezing and logging out agents Employee Full name is not reflecting on Interaction details in PDF format reports Analytics Cannot update groups with new users LDAP Authentication failure due to multiple sub domains Change password alert is coming for LDAP users on first time login Known issues and workarounds ID Minimum conditions Visible symptoms Component Workaround Delay in call playback for long duration calls with screens Sometimes Log Manager component cannot be installed, after a software re-install Schedules (AD & Evalplan) will work based on the Company time zone LogManager Latency issue Issue in Windows services, a server reboot fixes the issue 3

4 AD Sync: User hierarchy is not imported when role hierarchy is not pre-defined in AWFOS Unable to listen to audio in live monitoring through Safari browser Desktop Trigger: Learning does not happen for open applications Call recordings are not happening if we reboot the CS1000 service PCSAdapter is not able to connect with PCServer after PCServer reboot. AACC+CS1000: Recording is supported only for one ACD and one regular DN on a device. Additional DNs are not supported AACC+CS1000: Changing the application id in CS1000 and restarting it causes AvayaAdapter to lose connectivity With PC connector under heavy load (more than 180 concurrent calls) occasionally having issues with missing recording for first 4 5 sec of an interaction. Sometimes voice is not audible in Live Monitor in Internet Explorer browsers Screen AvayaAdapter PCSAdapter - AvayaAdapter Pre-define the Role/Designation based hierarchy in AWFOS before Syncing data from AD Chrome/Firefox/IE/Edge browsers work Learning Console should be open first and then the target application Restart the AvayaAdapter service in AWFOS After PCS/PDS server is restarted, PCSAdapter Component of AWFOS should be restarted. This issue is not reproducible all the time. Restart of CS1000 service needs AvayaAdapter to be restarted. AvayaAdapter AWFOS supports only 150 recordings for All PC outbound recording in DMCC Single Step Mode Refresh the Live Monitor playback window or use Chrome/Firefox/Edge browsers for Live monitor playback Languages supported Languages supported in this release. English French (FR) CAN French (FR-CA) German (DE) Italian (IT) LA Spanish (with language code as ES ) Korean Chinese - Simplified 4

5 Chinese Traditional Japanese Brazilian Portuguese Russian Documentation errata NA Contacting support Contact Support Checklist If you are having trouble with Avaya Workforce Optimization Select, 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. 5