Avaya Agent for Desktop Release Notes

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1 Avaya Agent for Desktop Release Notes Release Issue 1.0 October 2016

2 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. End User agrees to indemnify and hold harmless Avaya, Avaya's agents, servants and employees against all claims, lawsuits, demands and judgments arising out of, or in connection with, subsequent modifications, additions or deletions to this documentation, to the extent made by End User. Link disclaimer Avaya is not responsible for the contents or reliability of any linked websites referenced within this site or documentation provided by Avaya. Avaya is not responsible for the accuracy of any information, statement or content provided on these sites and does not necessarily endorse the products, services, or information described or offered within them. Avaya does not guarantee that these links will work all the time and has no control over the availability of the linked pages. Warranty Avaya provides a limited warranty on Avaya hardware and software. Refer to your sales agreement to establish the terms of the limited warranty. In addition, Avaya s standard warranty language, as well as information regarding support for this product while under warranty is available to Avaya customers and other parties through the Avaya Support website: or such successor site as designated by Avaya. Please note that if You acquired the product(s) from an authorized Avaya Channel Partner outside of the United States and Canada, the warranty is provided to You by said Avaya Channel Partner and not by Avaya. Licenses THE SOFTWARE LICENSE TERMS AVAILABLE ON THE AVAYA WEBSITE, OR SUCH SUCCESSOR SITE AS DESIGNATED BY AVAYA, ARE APPLICABLE TO ANYONE WHO DOWNLOADS, USES AND/OR INSTALLS AVAYA SOFTWARE, PURCHASED FROM AVAYA INC., ANY AVAYA AFFILIATE, OR AN AVAYA CHANNEL PARTNER (AS APPLICABLE) UNDER A COMMERCIAL AGREEMENT WITH AVAYA OR AN AVAYA CHANNEL PARTNER. UNLESS OTHERWISE AGREED TO BY AVAYA IN WRITING, AVAYA DOES NOT EXTEND THIS LICENSE IF THE SOFTWARE WAS OBTAINED FROM ANYONE OTHER THAN AVAYA, AN AVAYA AFFILIATE OR AN AVAYA CHANNEL PARTNER; AVAYA RESERVES THE RIGHT TO TAKE LEGAL ACTION AGAINST YOU AND ANYONE ELSE USING OR SELLING THE SOFTWARE WITHOUT A LICENSE. BY INSTALLING, DOWNLOADING OR USING THE SOFTWARE, OR AUTHORIZING OTHERS TO DO SO, YOU, ON BEHALF OF YOURSELF AND THE ENTITY FOR WHOM YOU ARE INSTALLING, DOWNLOADING OR USING THE SOFTWARE (HEREINAFTER REFERRED TO INTERCHANGEABLY AS YOU AND END USER ), AGREE TO THESE TERMS AND CONDITIONS AND CREATE A BINDING CONTRACT BETWEEN YOU AND AVAYA INC. OR THE APPLICABLE AVAYA AFFILIATE ( AVAYA ). Avaya grants You a license within the scope of the license types described below, with the exception of Heritage Nortel Software, for which the scope of the license is detailed below. Where the order documentation does not expressly identify a license type, the applicable license will be a Designated System License. The applicable number of licenses and units of capacity for which the license is granted will be one (1), unless a different number of licenses or units of capacity is specified in the documentation or other materials available to You. Software means computer programs in object code, provided by Avaya or an Avaya Channel Partner, whether as stand-alone products, preinstalled on hardware products, and any upgrades, updates, patches, bug fixes, or modified versions thereto. Designated Processor means a single stand-alone computing device. Server means a Designated Processor that hosts a software application to be accessed by multiple users. Instance means a single copy of the Software executing at a particular time: (i) on one physical machine; or (ii) on one deployed software virtual machine ( VM ) or similar deployment. License type(s) Concurrent User License (CU). End User may install and use the Software on multiple Designated Processors or one or more Servers, so long as only the licensed number of Units are accessing and using the Software at any given time. A Unit means the unit on which Avaya, at its sole discretion, bases the pricing of its licenses and can be, without limitation, an agent, port or user, an or voice mail account in the name of a person or corporate function (e.g., webmaster or helpdesk), or a directory entry in the administrative database utilized by the Software that permits one user to interface with the Software. Units may be linked to a specific, identified Server or an Instance of the Software. Copyright Except where expressly stated otherwise, no use should be made of materials on this site, the Documentation, Software, Hosted Service, or hardware provided by Avaya. All content on this site, the documentation, Hosted Service, and the product provided by Avaya including the selection, arrangement and design of the content is owned either by Avaya or its licensors and is protected by copyright and other intellectual property laws including the sui generis rights relating to the protection of databases. You may not modify, copy, reproduce, republish, upload, post, transmit or distribute in any way any content, in whole or in part, including any code and software unless expressly authorized by Avaya. Unauthorized reproduction, transmission, dissemination, storage, and or use without the express written consent of Avaya can be a criminal, as well as a civil offense under the applicable law. Third Party Components Third Party Components mean certain software programs or portions thereof included in the Software or Hosted Service may contain software (including open source software) distributed under third party agreements ( Third Party Components ), which contain terms regarding the rights to use certain portions of the Software ( Third Party Terms ). As required, information regarding distributed Linux Avaya Agent for Desktop Release Notes October

3 OS source code (for those products that have distributed license or right in and to the Marks without the express Linux OS source code) and identifying the copyright holders written permission of Avaya or the applicable third party. of the Third Party Components and the Third Party Terms Avaya is a registered trademark of Avaya Inc. that apply is available in the products, Documentation or All non-avaya trademarks are the property of their on Avaya s website at: respective owners. Linux is the registered trademark of or such successor site as designated by Avaya. You agree to Linus Torvalds in the U.S. and other countries. the Third Party Terms for any such Third Party Components. THIS PRODUCT IS LICENSED UNDER THE AVC PATENT PORTFOLIO LICENSE FOR THE PERSONAL USE OF A CONSUMER OR OTHER USES IN WHICH IT DOES NOT RECEIVE REMUNERATION TO (i) ENCODE VIDEO IN COMPLIANCE WITH THE AVC STANDARD ( AVC VIDEO ) AND/OR (ii) DECODE AVC VIDEO THAT WAS ENCODED BY A CONSUMER ENGAGED IN A PERSONAL ACTIVITY AND/OR WAS OBTAINED FROM A VIDEO PROVIDER LICENSED TO PROVIDE AVC VIDEO. NO LICENSE IS GRANTED OR SHALL BE IMPLIED FOR ANY OTHER USE. ADDITIONAL INFORMATION MAY BE OBTAINED FROM MPEG LA, L.L.C. SEE Note to Service Provider The product or Hosted Service may use Third Party Components subject to Third Party Terms that do not allow hosting and require a Service Provider to be independently licensed for such purpose. It is your responsibility to obtain such licensing. Preventing Toll Fraud Toll Fraud is the unauthorized use of your telecommunications system by an unauthorized party (for example, a person who is not a corporate employee, agent, subcontractor, or is not working on your company's behalf). Be aware that there can be a risk of Toll Fraud associated with your system and that, if Toll Fraud occurs, it can result in substantial additional charges for your telecommunications services. Avaya Toll Fraud intervention If You suspect that You are being victimized by Toll Fraud and You need technical assistance or support, call Technical Service Center Toll Fraud Intervention Hotline at for the United States and Canada. For additional support telephone numbers, see the Avaya Support website: or such successor site as designated by Avaya. Suspected security vulnerabilities with Avaya products should be reported to Avaya by sending mail to: securityalerts@avaya.com. Downloading Documentation For the most current versions of Documentation, see the Avaya Support website: or such successor site as designated by Avaya. Contact Avaya Support See the Avaya Support website: for product or Hosted Service notices and articles, or to report a problem with your Avaya product or Hosted Service. For a list of support telephone numbers and contact addresses, go to the Avaya Support website: (or such successor site as designated by Avaya), scroll to the bottom of the page, and select Contact Avaya Support. Trademarks The trademarks, logos and service marks ( Marks ) displayed in this site, the Documentation, Hosted Service(s), and product(s) provided by Avaya are the registered or unregistered Marks of Avaya, its affiliates, or other third parties. Users are not permitted to use such Marks without prior written consent from Avaya or such third party which may own the Mark. Nothing contained in this site, the Documentation, Hosted Service(s) and product(s) should be construed as granting, by implication, estoppel, or otherwise, any Avaya Agent for Desktop Release Notes October

4 Table of content Table of Content Overview... 5 New features in Avaya Agent Prerequisites... 6 Interoperability... 7 Deployment and configuration... 8 Issues fixed in Avaya Agent Known issues in Avaya Agent Supported headsets Avaya Agent for Desktop Release Notes October

5 Overview Avaya Agent for Desktop is a contact center agent client application. As an agent, you can use Avaya Agent for Desktop for handling incoming and outgoing calls, changing work states, and managing other UI controls. As an administrator, you can manage Avaya Agent for Desktop configurations and settings. Avaya Agent for Desktop supports multiple platforms and is designed to function in the following use cases: Virtual Desktop Infrastructure (VDI): Avaya Agent for Desktop provides a solution to deliver the real-time media with VDI support on HP thinpro and Dell Wyse thin clients, which can have WES7, WES8, and SUSE and Debian Linux as operating systems. Through Avaya Agent for Desktop for VDI, you can enable desktop virtualization that encompasses the hardware and software systems required to support the virtualized environment for a contact center client. Standalone Contact Center Client: Avaya Agent for Desktop provides a full set of features for a contact center agent and can be used as a primary client application on Windows 7, Windows 10 and. Note Avaya Agent for Desktop for is the new client software designed for Apple (Mavericks 10.9, Yosemite 10.10, and El Capitan 10.11) for the contact center solution. Avaya Agent for Desktop supports both H.323 and SIP signaling protocols on. Avaya Agent for Desktop uses Avaya Aura Communication Manager to store station configuration settings. Avaya Agent for Desktop can manage agent profiles locally using Avaya Aura Communication Manager or Avaya Control Manager. New features in Avaya Agent Screen Pop: You can configure Screen Pop for incoming and outgoing calls in Avaya Agent for Desktop. Using the Screen pop configuration, you can open a desktop application or a web service based on your requirement. Call audio quality indicator: Avaya Agent for Desktop allows the agent to see the audio quality status for an active call. The call quality level is defined based on the value of the parameters such as, packet loss, jitter buffer, and other parameters of the currently active audio call. Remote access through Session Border Controller (SBC): Now you can access Avaya Agent for Desktop remotely without VPN through a standalone or an HA SBC configuration. SRTP support: Avaya Agent for Desktop along with Avaya Communication Manager now supports SRTP encryption with the option to fall back on RTP in case of failure. Third-party certificate support: Avaya Agent for Desktop allows you to establish a secure connection over the internet using third-party certificates. The third-party certificates are validated with the Certificate Authority (CA) for secured remote connection. Installer localization support: You can now install Avaya Agent for Desktop using the localized version of the installer. You can select the language of the installer on the installation wizard. Avaya Agent for Desktop Release Notes October

6 Current reason code name display on UI: Avaya Agent for Desktop now displays the reason code description on the top bar of the application on reason code selection. New operating system support: Avaya Agent for Desktop 1.4 now supports Microsoft Windows 8.1, WES 8, win 10 and Apple OS X Sierra. Log file archiving and save to desktop: You can now save call logs on your desktop in a.zip format. SIP Shared Control: Avaya Agent for Desktop now supports one-x Agent in SIP shared control mode for VDI. Prerequisites Server Usage Purpose Avaya Aura Communication Manager 6.3 or 7.0 Mandatory SIP and H.323 based contact center features Avaya Aura System Manager 6.3 or 7.0 Mandatory SIP based contact center Avaya Aura Session Manager 6.3 or 7.0 Mandatory SIP based contact center Avaya Control Manager Optional Centralized administration using one-x agent profile LDAP server Optional Corporate directory integration Avaya Aura Messaging 6.3 Optional Message Waiting Indicator Avaya Aura Application Enablement Services 6.3 or 7.0 Optional TSAPI and CTI integration Avaya one-x Agent for H.323 Optional Shared control in VDI Avaya one-x Agent for SIP Optional SIP shared control Avaya Agent for Desktop Release Notes October

7 Interoperability Avaya Aura servers and clients Avaya components Avaya Aura Communication Manager Supported release , SP2 Avaya Aura Session Manager , Avaya Aura System Manager , Avaya Aura Application Enablement Services 6.3.3, Avaya WebLM server Avaya Aura Messaging Avaya Control Manager Avaya one-x Agent (H.323) and (SIP) Avaya Session Border Controller for Enterprise 6.3 SP5, Platforms Verified Platforms Windows 7 Windows 8.1 Apple (10.12) HP T610 Dell Wyse D90D7 Remarks 32 and 64 bit 64 bits Sierra Debian Linux WES7 HP T620 WES 8 Windows bit Avaya Agent for Desktop Release Notes October

8 Deployment and configuration To install and configure Avaya Agent for Desktop, ensure that you have access to the latest deployment and user guides. To access the latest documents, download the documents from The documents must be referred in the following order: 1. Deploying Avaya Agent 2. Using Avaya Agent 3. If you are using Avaya Control manager, then you must refer Administering Avaya Control Manager for Avaya Agent. Note It is recommended to clean install this build by removing previous Avaya agent application along with the old configurations and logs. Issues fixed in Avaya Agent Issue 1 Screen Pop is getting triggered when agent logout 2 Avaya agent crashed on mac in ACM mode 3 Logs not updated when Avaya agent used in ACM mode 4 As an Agent I want the always on top to persist in the configuration file 5 Avaya Agent gets login automatic without entering the login button. 6 Avaya Agent Shows the contact details from SMGR. 7 Last dropped Agent Id is still present on Call appearance 8 Aux Code is not replicated in shared mode 9 Debug logs can be seen at the beginning of the file at any level of logging 10 Avaya Agent crashed at HPT520 Avaya Agent for Desktop Release Notes October

9 11 Avaya agent crashed on while using SRTP 12 Call history is not getting updated the phone number details for extension name like "Avaya agent 3" 13 Z50D-Network disconnect when dialing a number using special chars 14 Crash while closing application 15 Not able to enter letters and special characters into the input number field 16 Wrong Date and time in Endpoint Log when perform CM fail over with ESS 17 Extended Follow-up (ACW) time not being replicated 18 Avaya Agent should not fill Dialing Rules with default 19 Recovery does not work for H323 signaling 20 Contact List from ACM not being downloaded by AAFD 21 Update EULA for both and LDAP Contact phone numbers are not displayed Known issues in Avaya Agent Issue 1 Audio may not play on head set & speakers on HP T520 2 Agent may logout, while performing agent state change from AUX to Ready mode 3 Un-registration forced by server" message occurs during station login. Avaya Agent for Desktop Release Notes October

10 Supported headsets Headset Model Input Output Volume up/down Mute Release / Ignore Platform Plantronics C510 -M Yes Yes Yes Yes Not Supported Windows and Plantronics DA60 Yes Yes Yes Yes - Windows and Plantronics 510 Yes Yes Yes Yes - Windows and Plantronics C 310 Yes Yes Yes Yes Not Supported Windows and Jabra Link 220 Yes Yes Windows and Jabra Link 280 Yes Yes Yes Yes Not Supported Windows and Avaya Agent for Desktop Release Notes October

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