Intelligent Customer Routing. Release Notes

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1 Intelligent Customer Routing Release Notes Release March 2015

2 2015 Avaya Inc. All Rights Reserved Notice While reasonable efforts have been made to ensure that the information in this document is complete and accurate at the time of printing, Avaya assumes no liability for any errors. Avaya reserves the right to make changes and corrections to the information in this document without the obligation to notify any person or organization of such changes. Documentation disclaimer Documentation means information published by Avaya in varying mediums which may include product information, operating instructions and performance specifications that Avaya may generally make available to users of its products and Hosted Services. Documentation does not include marketing materials. Avaya shall not be responsible for any modifications, additions, or deletions to the original published version of documentation unless such modifications, additions, or deletions were performed by Avaya. 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4 Contents Contents... 4 Introduction... 5 New features and enhancements... 6 ICR Configuration Web Services... 6 ICR SDK... 6 Additional Fields and Methods in ICR PDC... 6 ICR Connector for 3rd party or custom application... 6 Termination Reason for Wait Treatment application... 6 Support for SHA-2 Certificate... 6 Product information... 7 Updating the documentation library on the ICR system... 9 Installation Fresh install Upgrade install Known issues and resolutions Contacting support Contact support checklist Contact support tasks Release Notes for Intelligent Customer Routing Release

5 Introduction The release notes document contains Intelligent Customer Routing Release product information and known issues with the applicable workarounds. Note: The updated version of the release notes is available on the Avaya Support website at Release Notes for Intelligent Customer Routing Release

6 New features and enhancements The following are the new features and enhancements provided with Intelligent Customer Routing Release ICR Configuration Web Services Provides administration of ICR Configuration entities such as Business Hours, Holidays, Call Center, Skill and Destination over web services. For each of these entities, a web service is available with add, update, delete and retrieve operation. ICR SDK ICR SDK provides ability to extend the routing capabilities of ICR by deploying custom routing module in ICR. The SDK provides set of APIs using which you can develop a routing module to meet specific business requirements. The API provides access to ICR Configuration, Call center metrics collected by doing BSR polling or from CMS-RT Socket and data collected in Self Service Application. The API also provides utility methods for logging and storing data into cache. The custom routing module is invoked from Self Service application using ICR PDC method Invoke Extension. Additional Fields and Methods in ICR PDC ICR PDC is enhanced to provide six new fields in DestinationInformation variable. These are agentavailable, agentstaffed, ewthigh, ewtmedium, ewttop and ewtlow. Two new methods are added viz. Get All Destination information and Selected Destination. Application Developer can write logic in Self Service application to retrieve the destination information for all destinations in an ICR Skill and select a destination to route the call. These new fields and APIs are supported with CMS as data source for BSR information. ICR Connector for 3rd party or custom application ICR Connector web application is a connector between third party or custom application and ICR Core. The connector is deployed on application server and provides REST API that third party or custom application can use to get routing information from ICR Core. It includes four APIs; these are Get Destination, Get All Destinations, Selected Destination and Invoke Extension. Termination Reason for Wait Treatment application ICR CCA is enhanced to provide termination reason to the wait treatment application. ICR CCA terminates wait treatment application for multiple reasons e.g. when agent answers the queued call, caller disconnect the call while listening to wait treatment or when spike is detected in estimated wait time or queue position. For the above reasons, ICR CCA terminates the running wait treatment application by passing the appropriate reason code to the wait treatment application. Support for SHA-2 Certificate The update_cert.sh script is enhanced to generate SHA-2 certificate on standalone ICR Server. This release supports SHA-2 certificate for secured communication with products like Avaya Aura Experience Portal, Avaya Aura Session Manager. Release Notes for Intelligent Customer Routing Release

7 Product information You can find the Intelligent Customer Routing Release software on the Avaya support site at: Note: ICR software is available under Avaya Aura Experience Portal downloads. ICR provides the following documents on the Avaya support site. Title Description Audience Design Intelligent Customer Routing (ICR) Overview and Specification Implementation Implementing Intelligent Customer Routing (ICR) Maintenance and Troubleshooting Troubleshooting Intelligent Customer Routing (ICR) Administration Administering Intelligent Customer Routing (ICR) This guide contains information on the concepts underlying Intelligent Customer Routing. The guide also provides information about features, specifications, and the compatibility of Intelligent Customer Routing with other products. The specifications include information about performance, capacity, traffic, security, and licensing. This guide provides the deployment scenarios, prerequisites, and procedures to install Intelligent Customer Routing on a single system or multiple systems. Topics include information about installing components of ICR and configuring Avaya Aura Communication Manager, Avaya Aura Session Manager, and Avaya Aura Experience Portal for ICR. Also contains the information about configuring ICR properties, importing certificates, and uninstalling ICR. This guide provides the troubleshooting tips related to: ICR installation ICR administration ICR reporting ICR components, such as Core and applications This guide also contains the diagnostic procedures for collecting logs, setting the log levels, enabling the logging for ICR applications, and generating the new certificates that are expired. This guide provides information about administering and managing ICR components, configuring ICR applications, monitoring real All Planning Engineers Implementation Engineers Administrators Administrators Service Engineers Administrators Release Notes for Intelligent Customer Routing Release

8 Title Description Audience time and historical reports, managing licenses and certificates, troubleshooting errors, and identifying the events and alarms. This guide is available in the PDF format and also as an online help integrated with the application. Online Help for Intelligent Customer Routing (ICR) Developer Intelligent Customer Routing Developer Guide Intelligent Customer Routing SDK Programmer Guide Intelligent Customer Routing Web services Reference Guide Related documents Implementing Avaya Aura Experience Portal Administering Avaya Aura Experience Portal This is the online help integrated with the ICR application Web interface. This online help contains the procedures that you need to perform to configure ICR, troubleshoot the errors that occur in ICR, and identify the events and alarms that ICR displays. When you click the help link on an application Web page, the application opens the corresponding help page in a browser window. This guide provides the information about developing applications using ICR Pluggable Data Connector (PDC), creating custom reports for ICR using the AAEP custom report, and sample applications that ICR provides. This guide provides detailed information about the ICR Core SDK API s for Intelligent Customer Routing 7.0 Feature pack 1. This guide provides information on web services that provide the ability to retrieve, add, modify and delete ICR configurations. ICR configuration elements that are available include Skills, Destinations, Business Hours, Holidays, and Call Centers. Web services allow customers, and integrators to configure and administer ICR configuration using third party tools and applications. It also allows integrators to develop tools for performing bulk operations such as adding ICR Skills and Destinations (VDNs). The web services are deployed within the Axis2 web application provided by Experience Portal and uses the Single Sign on mechanism. This guide provides information about installing and configuring Avaya Aura Experience Portal. This guide provides information about administering and managing Avaya Aura Experience Portal. Administrators Application Developers Application Developers Application Developers Implementation Engineers Administrators Release Notes for Intelligent Customer Routing Release

9 Title Description Audience Avaya Aura Orchestration Designer Developers Guide This guide provides the detailed information and procedures for using Avaya Aura Orchestration Designer features and options to create speech, message, and call control applications. Implementation Engineers ICR Application Developers Note: You can download the updated version of all the documents from the Avaya support site. Updating the documentation library on the ICR system About this task The ICR documentation library is integrated with the application. When you install ICR on a system, the installer also installs the documentation library on the system. However, you can download the updated documentation library from the Avaya support site and then update the documentation library that is installed on the system. Note: After you install ICR 7.0.1, you must update the documentation library installed on the system with the documentation library available on the Avaya Support website. Perform the following steps to update the documentation library installed on the system. Procedure 1. From the Avaya support site, download the ICR documentation library. The system downloads the documentation library in a ZIP format. 2. Go to the system on which you installed ICR Admin. 3. Stop the vpms service. Enter the command: service vpms stop 4. Copy the downloaded ZIP file to the /opt/tomcat/tomcat/webapps/vp_icradmin/help/vp_icradmindoclibrary directory. 5. In the directory, extract the ZIP file. Enter the command: 6. Enter A to overwrite all files. 7. From the directory, delete the ZIP file. Change the ownership of all files to Enter the command: 9. Set the file permissions to 755. Enter the command: 10. Start the vpms service. Enter the command: service vpms start Release Notes for Intelligent Customer Routing Release

10 Installation Note: Install or upgrade to Avaya Aura Experience Portal Release before installing or upgrading the Intelligent Customer Routing, Release If you choose to upgrade Linux follow the upgrade procedure documented in Upgrading to Avaya Aura Experience Portal You can download this document from the Avaya support website at: Fresh install ICR provides an installer to install of Intelligent Customer Routing software. For information about installing ICR 7.0.1, see the Implementing Intelligent Customer Routing guide Upgrade install ICR provides an installer that you can use to upgrade ICR release 6.0.x or 7.0 to For information about upgrading to ICR 7.0.1, see the Upgrading Intelligent Customer Routing guide. Note: Upgrading the Avaya Linux OS on a standalone system preserves only the ICR components installed on that system. Release Notes for Intelligent Customer Routing Release

11 Known issues and resolutions The following table lists the known issues and the possible workaround identified in Intelligent Customer Routing, Release Component MR / WI Issue ICR Admin ICR-2008 Calls are displayed in ICR Monitor in "Calls in Wait Treatment Application" section, when there are no calls on ICR. The entry remains orphan and is not removed even after one hour. NA ICR Admin ICR-1990 When the Network connection goes down between primary VPMS & the External DB then queued call details are not shown on the Queued calls tab under the ICR Monitor. NA ICR Admin ICR-1924 Localization string is not visible in ICR reports in PDF format when exported. The exported PDF does not display Japanese characters that report data contains. Use Session Detail report under Standard Reports instead of ICR CCA Session Detail report. ICR CCA ICR-2020 Call re-queue fails during upgrade when MPP is upgraded to and CCA is kept on NA Release Notes for Intelligent Customer Routing Release

12 Component MR / WI Issue ICR Admin ICR-1121 On the primary EPM system, if you add a new auxiliary EPM or MPP and save the certificate of the new system, the primary EPM is unable to communicate with the ICR Core servers installed on a standalone system. Because of this issue, you cannot start or stop the ICR Core server from the ICR Manager page. Also, the primary EPM cannot push the updated configurations to the ICR Core server. This issue occurs because the primary EPM system cannot find the certificate of the ICR core system in the truststore file. Perform the following steps to save the ICR core certificate in truststore file. Note: Perform the following steps only for the ICR Core servers installed on a standalone system. 1. On the ICR Manager page, if the ICR Core service is in the running state, stop the ICR Core process on the ICR Core system. Enter the command: service icrcore stop. 2. Access the EPM interface and log into the EPM system. 3. In the left navigation pane, click ICR Configuration > ICR Core. 4. On the ICR Core Servers page, click the ICR Core server name link in the Name column. 5. On the Change ICR Core Server page, select the Trust new certificate check box. 6. Click Save. 7. On the ICR Manager page: a. From the Process Commands area, start the ICR Core process. b. From the Service Commands area, start the ICR Core service. ICR Core ICR-879 If ICR core does not contain ASM certificate in its truststore & ASM sends OPTION message over TLS then ICR core crashes after some time. Ensure that SIP connections are configured with Proxy Transport set to TLS. Once the Proxy Transport is set to TLS, ICR core will download ASM certificate. ICR Core ICR-815 Over the call load, at times the ICR Core alarm is generated as User-to-User header is missing from SIP response 183 Session Progress. NA Release Notes for Intelligent Customer Routing Release

13 Component MR / WI Issue ICR Admin ICR-486 When switching the reporting database from local to external, the following error message is displayed: Cannot access database The system removes the error once the data is polled. Release Notes for Intelligent Customer Routing Release

14 Contacting support Contact support checklist If you are having trouble with Intelligent Customer Routing 7.0.1, 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 the 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: 1. Logging on to the Avaya Technical Support website: 2. Calling or sending a fax to Avaya Technical Support at one of the telephone numbers in the Support Directory listings on the Avaya support website. 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 website. Contact support tasks You may be asked to one or more files to Technical Support for analysis of your application and its environment. Release Notes for Intelligent Customer Routing Release

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