Avaya Aura Call Center Elite Multichannel Release Notes Release 6.5 SP3 December 2017

Transcription

1 Avaya Aura Call Center Elite Multichannel Release Notes Release 6.5 SP3 December 2017 Use pursuant to the terms of your signed agreement or Avaya policy. 1

2 Contents 1. Introduction Licensing Enhancements in Call Center Elite Multichannel Server Asynchronous Communication between IDS View server and IDS Client Security Secure SMS Channel Platform Upgraded Rebex Library Installation Resolved Issues Customer Documentation... 9 Use pursuant to the terms of your signed agreement or Avaya policy. 2

3 1. Introduction Avaya Aura Call Center Elite Multichannel works on Microsoft Windows operating system. Organizations can use the Call Center Elite Multichannel feature to change one-dimension call centers into powerful multi-media contact centers. This document provides late-breaking information to supplement Avaya Aura Call Center Elite Multichannel Release 6.5 Service Pack 3 (SP3) software and documentation. This document also provides the known issues along with available workarounds. For updated documentation, product support notices, and service pack information, go to the Avaya Support Center Web site at: Use pursuant to the terms of your signed agreement or Avaya policy. 3

4 2. Licensing Avaya Licensing Avaya WebLM manages Avaya Aura Call Center Elite Multichannel licenses. For more details on licensing refer to Avaya Aura Call Center Elite Multichannel Installation Guide. Use pursuant to the terms of your signed agreement or Avaya policy. 4

5 3. Enhancements in Call Center Elite Multichannel 3.1. Server Asynchronous Communication between IDS View server and IDS Client This feature is to send real-time data from IDS View Server to IDS View Clients asynchronously which will be relatively faster than the existing way. A new parameter is introduced in IDS View Server "Asynchronous Communication with clients" with default value of false to send data synchronously. Enable this parameter to use this feature Security Secure SMS Channel This has introduced a secured communication between SMS gateway and SMS service provider over TLS1.0, TLS1.1 and TLS1.2. A new parameter "Securely Connect to Remote Service" has been introduced in SMS Gateway Configuration with a default value false. Enable this parameter and install the root certificate (if required) to secure this communication. Please refer to Install Root Certificate on EMC Server section mentioned in the document available at Platform Upgraded Rebex Library Current version is fairly dated and soon will be end of support. Latest Rebex library contains: 1. Security updates 2. Defect fixes 3. Allow POP3 or IMAP to connect without password if exchange supports this feature Use pursuant to the terms of your signed agreement or Avaya policy. 5

6 4. Installation New installation can be done using this installer directly which gives 6.5 SP3. For upgrades, assumes that Elite Multichannel 6.5 GA build or above is installed and configured correctly and is working prior to patching. For installation of Call Center Elite Multichannel 6.5, refer to the Installing Avaya Aura Call Center Elite Multichannel Release 6.5. For upgrading from a previous release of Call Center Elite Multichannel, refer to the Avaya Aura Call Center Elite Multichannel 6.5 Upgrade and Migration Guide. For migration from Contact Center Express, see Avaya Aura Call Center Elite Multichannel 6.5 Upgrade and Migration Guide. Post that this is an in place direct upgrade to 6.5 SP3. Follow the same standard upgrade process as mentioned in the above upgrade guide. NOTE: You must upgrade the Databases and re-deploy the Reports through Call Center Elite Multichannel Control Panel of Elite Multichannel 6.5. Use pursuant to the terms of your signed agreement or Avaya policy. 6

7 5. Resolved Issues JIRA CCEM-5717 CCEM-5738 CCEM-5745 CCEM-5763 CCEM-5758 CCEM-5705 CCEM-5750 CCEM-5755 CCEM-5756 CCEM-5767 CCEM-5774 CCEM-5765 CCEM-5744 CCEM-5746 CCEM-5729 CCEM-5752 CCEM-5210 CCEM-5707 CCEM-5625 CCEM-5735 CCEM-5730 CCEM-5723 CCEM-5741 CCEM-5678 Description SR# : Split/Skill field is blank in workcode report in case of consult transfer/conference call. EMC bans the mail if the display name of id contains a comma or semicolon. SR# : Unicode characters appear as '?' mark in PCMS workitem fields, if outbound interactions are loaded through CSV file. SR# : Agent Available count on Wallboard shows incorrect data when Agents are transferring the call to voic . SR# : InteractionId and ConversationId from voice interactions are not passed to Rules Plugin for Voice.WIDelivered event. SR# : IDS voice and presence service crash randomly. SR# : Communication delays experienced between IDS View and IDS V&P. Wallboard does not update correctly as a consequence. SR# : Duplicate chats get delivered to Agent Desktop when Agent does not answer the chat few times. SR# : Customer name appears multiple times on agent chat window if customer is still typing while the workitem is being delivered to agent. SR# : EMC desktop will not load Ribbon Toolbar if Window Title length is greater than 63 characters. SR# : SMS contents are shown as Chinese characters when UCS2 encoding is used. SR# : When the active call is on hold, Transfer and Conference button states are not uniform in case of single and multiple work items. SR# : EMC Desktop doesn t show Inline images either in body or attachments. SR# : Data loss: EMC Desktop doesn t show complete content if alignment property is set for an embedded table. Work code report shows blank Closed Date Time field for the first leg of a conference call. SR# : SMS work item logs are not printed consistently in the log. SR# : Wallboard calls waiting counter of a skill is not decrementing when the call in queue is transferred out of the skill. SR# : Agents will not be able to type in the chat work items intermittently, if auto-answer feature is being used. Agent cannot abort blind conference call when the call is still ringing on conferenced party. SR# : CRM based Rules opens a PhoneCall activity tab with blank To and From fields. SR# : EMC desktop cannot connect to secondary configuration server when primary configuration server is down. Agent cannot drop the call if an incorrect number was dialed. EMC fails to validate the certificate if Chain certificates are used in EMS. SR# : EMC 6.5 SDK: UUI and collected digits parameters are passed to RouteSelect function for call routing purpose. UUI is getting stripped off when collected digits is null or blank. Use pursuant to the terms of your signed agreement or Avaya policy. 7

8 CCEM-5692 CCEM-5748 CCEM-5777 CCEM-5772 CCEM-5566 CCEM-5743 SR# : Splitskill value of an agent is not updating properly on wallboard. SR# : EMC Desktop shows with only subject line without any other fields intermittently. EMC desktop shows empty double quotes for From or To address fields if display name is configured as blank. SR# : EMC Desktop shows voice plugin as grey when load configuration from configuration server Reporting Installation prompts for IP addresses of XML server, media director and license director even if configuration manager is selected SR# : Second leg of consult conference call shows wrong Agent ID in database. Use pursuant to the terms of your signed agreement or Avaya policy. 8

9 6. Customer Documentation The following documentation is available on the Avaya product support site at: Avaya Aura Call Center Elite Multichannel Release 6.5 Call Routing Server User Guide Avaya Aura Call Center Elite Multichannel Release 6.5 Application Management Service User Guide Administering Avaya Aura Call Center Elite Multichannel Release 6.5 SP1 Avaya Aura Call Center Elite Multichannel Release 6.5 Desktop User Guide Installing Avaya Aura Call Center Elite Multichannel Release 6.5 Avaya Aura Call Center Elite Multichannel Release 6.5 Configuration Client Developer Guide Avaya Aura Call Center Elite Multichannel Release 6.5 SP1 Overview Specification Installing TTrace Avaya Aura Call Center Elite Multichannel Release 6.5 Avaya Aura Call Center Elite Multichannel Release 6.5 Reporting User Guide Avaya Aura Call Center Elite Multichannel Release 6.5 TTrace Console User Guide Avaya Aura Call Center Elite Multichannel Release 6.5 Upgrade and Migration Guide Deploying Avaya Aura Call Center Elite Multichannel Release 6.5 in an Avaya Customer Experience Virtualized Environment Use pursuant to the terms of your signed agreement or Avaya policy. 9