Product Support Notice

Transcription

1 Product Support Notice 2016 Avaya Inc. All Rights Reserved. PSN # PSN004991u Avaya Proprietary Use pursuant to the terms of your signed agreement or company policy. Original publication date: 02-Dec-16. This is Issue #01, published date: 02-Dec-16. Severity/ Medium Urgency Immediately risk level Name of problem Update the certificates for Avaya Proactive Contact Release , and Products affected Proactive Contact: Releases 4.0.1, 4.1.2, Problem description The certificates for Avaya Proactive Contact-4.x release will expire in the year Therefore, you must update the certificates. Resolution This PSN contains updated certificates for Avaya Proactive Contact-4.x release. Refer to the Patch Notes section for more details. Workaround or alternative remediation Remarks Package Download the PC_4x_Certificates.zip file from the Avaya support site: Download Link: Patch Notes The information in this section concerns the patch, if any, recommended in the resolution above. Backup before applying the patch I. Dialer To backup the original certificates, keys and wallets on the dialer, log in to the dialer and execute the following commands as root user: 1. cp -rfp /opt/avaya/pds/openssl /opt/avaya/pds/openssl.orig 2. cp -rfp /opt/dbase/wallet /opt/dbase/wallet.orig II. Supervisor To backup the original certificates, keys and wallets on the supervisor workstation, copy the following files to your preferred backup location: 1. C:\windows\AvayaCerts\corbaServer_cert.pem 2. C:\windows\AvayaCerts\corbaServer_key.pem 3. C:\windows\AvayaCerts\ProactiveContactCA.pem 4. <SupervisorInstallLocation>\Services\3rdParty\Oracle10g\wallet\cwallet.sso 5. <SupervisorInstallLocation>\Services\3rdParty\Oracle10g\wallet\ewallet.p12 III. Agent To backup the original certificates and keys on the agent workstation, copy the following files to your preferred backup location: 1. <AgentInstallLocation>\ProactiveContactCA.cer 2. <AgentInstallLocation>\ProactiveContactCA.crt 3. <AgentInstallLocation>\agentClient_cert.pem 4. <AgentInstallLocation>\agentClient_key.pem IV. AgentAPI To backup the original certificates and keys on the workstation where AgentAPI is installed, copy the following files to your preferred backup location: 1. agentclient_cert.pem 2. agentclient_key.pem 3. ProactiveContactCA.cer The default location of the above files is C:\windows\MoagentCertificates. Please refer to the %WINDIR%\moagent32.ini

2 configuration file for the location of the above files. V. EventSDK On Windows system, to back up the original certificates and keys on the workstation where EventSDK is installed, copy the following files to your preferred backup location: 3. ProactiveContactCA.pem The default location of the above files is C:\certificates. On Linux system, to back up the original certificates and keys on the workstation where EventSDK is installed, copy the following files to your preferred backup location: 3. ProactiveContactCA.pem The default location of the above files is /opt/. For Java clients backup the jacorb keystore file used for communicating with the dialer. Download 1. Extract the PC-4.x Certificates.zip file attached with this PSN in the Package section above on your windows system. 2. Two folders will be created namely Certificates and Keystore. 3. Transfer these folders to all the systems where Avaya Proactive Contact-4.x is installed. Patch install instructions Serviceinterrupting? Dialer No A. Log in to the dialer as an admin user. Stop all pds, mts and db processes using the following commands: 1. stop_pds 2. stop_mts 3. stop_db B. Log in to the dialer as a root user. From the Certificates directory that was transferred to the dialer in the previous step, copy the following files to the /opt/avaya/pds/openssl/certificate directory: 1. agent_cert.pem 2. corbaserver_cert.pem 3. listserver_cert.pem 4. listsrvclient_cert.pem 5. PC_001.pem 6. PC_AES_Cert.pem C. From the Certificates directory that was transferred to the dialer, copy the following files to the /opt/avaya/pds/openssl/cacertificate directory: 1. ProactiveContactCA.cer D. From the Certificates directory that was transferred to the dialer, copy the following files to the /opt/dbase/wallet directory: 1. cwallet.sso 2. ewallet.p12 E. From the Keystore directory that was transferred to the dialer, copy the following files to the /opt/avaya/pds/openssl/private directory: 1. agent_key.pem 3. listserver_key.pem 4. listsrvcli_key.pem 5. PC_AES_Key.pem 2016 Avaya Inc. All Rights Reserved. Page 2

3 6. ProactiveContact4_1key.pem 7. ProactiveContactCA_5_0_key.pem F. From the Keystore directory that was transferred to the dialer, copy the following files to the /opt/avaya/pds/openssl/keystore directory: 1. Jacorb The permissions and ownership of all the above files should be the same as their backup copies located at /opt/avaya/pds/openssl.orig directory and /opt/dbase/wallet.orig directory. G. Login to the dialer as admin. Start the dialer db, mts and pds processes using the following commands: start_db start_mts start_pds Supervisor A. Log in to the supervisor workstation as an administrator. Close all supervisor applications that are running. From the Certificates directory that was transferred to the supervisor workstation in the previous step, copy the following files to the C:\windows\AvayaCerts\ folder. corbaserver_cert.pem ProactiveContactCA.pem B. From the Certificates directory that was transferred to the supervisor workstation, copy the following files to the <SupervisorInstallLocation>\Services\3rdParty\Oracle10g\wallet folder. cwallet.sso ewallet.p12 C. From the Keystore directory that was transferred to the supervisor workstation, copy the following files to the C:\windows\AvayaCerts\ folder. corbaserver_key.pem Agent A. Log in to the agent work station as an administrator. Close the Agent application if it is running. B. From the Certificates directory that was transferred to the agent workstation in the previous step, copy the following files to the <AgentInstallLocation> folder. 1. ProactiveContactCA.cer 2. ProactiveContactCA.crt 3. agent_cert.pem C. Rename the agent_cert.pem to agentclient_cert.pem. D. From the Keystore directory that was transferred to the agent workstation, copy the agent_key.pem file to the <AgentInstallLocation> folder. E. Rename the agent_key.pem to agentclient_key.pem. AgentAPI A. Log in to the workstation where AgentAPI is installed as Administrator. Close the Agent application if it is running. Locate the folder where certificates are installed. The default location is: C:\windows\MoagentCertificates. Refer to the %WINDIR%\moagent32.ini configuration file for the location of the certificates. B. From the Certificates directory that was transferred to the workstation in the previous step, copy the following 1. agent_cert.pem 2. ProactiveContactCA.cer C. Rename the agent_cert.pem to agentclient_cert.pem or whatever the name of the certificate is as mentioned in the %WINDIR%\moagent32.ini configuration file Avaya Inc. All Rights Reserved. Page 3

4 D. From the Keystore directory that was transferred to the workstation, copy the following files to the folder identified above: 1. agent_key.pem E. Rename the agent_key.pem to agentclient_key.pem or whatever the name of the certificate is as mentioned in the %WINDIR%\moagent32.ini configuration file. EventSDK A. Stop or disconnect the client if it is already connected to the dialer. On Windows system login as Administrator and locate the folder where certificates are installed. The default location is C:\certificates. B. From the Certificates directory that was transferred to the workstation in the previous step, copy the following C. From the Keystore directory that was transferred to the workstation, copy the following files to the folder identified above: 1. corbaserver_key.pem D. On Linux system, login as root user and locate the directory where certificates are installed. The default location is /opt. E. From the Certificates directory that was transferred to the workstation in the previous step, copy the following F. From the Keystore directory that was transferred to the workstation, copy the file corbaserver_key.pem to the folder identified above: For Java clients copy the jacorb file from the Keystore directory. Verification Once all the db, mts and pds processes are running on the dialer, log in to supervisor applications, agent application and client applications developed using EventSDK. Verify that the login is successful. Failure Patch uninstall instructions Copy the required certificates from the backup location. Security Notes The information in this section concerns the security risk, if any, represented by the topic of this PSN. Security risks In keeping with NIST guidelines and industry best practices, Avaya is rotating the security keys associated with remote maintenance access through the Access Security Gateway. Avaya Security Vulnerability Classification None Mitigation 2016 Avaya Inc. All Rights Reserved. Page 4

5 If you require further information or assistance please contact your Authorized Service Provider, or visit support.avaya.com. There you can access more product information, chat with an Agent, or open an online Service Request. Support is provided per your warranty or service contract terms unless otherwise specified in the Avaya support Terms of Use. Disclaimer: ALL INFORMATION IS BELIEVED TO BE CORRECT AT THE TIME OF PUBLICATION AND IS PROVIDED AS IS. AVAYA INC., ON BEHALF OF ITSELF AND ITS SUBSIDIARIES AND AFFILIATES (HEREINAFTER COLLECTIVELY REFERRED TO AS AVAYA ), DISCLAIMS ALL WARRANTIES, EITHER EXPRESS OR IMPLIED, INCLUDING THE WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE AND FURTHERMORE, AVAYA MAKES NO REPRESENTATIONS OR WARRANTIES THAT THE STEPS RECOMMENDED WILL ELIMINATE SECURITY OR VIRUS THREATS TO CUSTOMERS SYSTEMS. IN NO EVENT SHALL AVAYA BE LIABLE FOR ANY DAMAGES WHATSOEVER ARISING OUT OF OR IN CONNECTION WITH THE INFORMATION OR RECOMMENDED ACTIONS PROVIDED HEREIN, INCLUDING DIRECT, INDIRECT, CONSEQUENTIAL DAMAGES, LOSS OF BUSINESS PROFITS OR SPECIAL DAMAGES, EVEN IF AVAYA HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES. THE INFORMATION PROVIDED HERE DOES NOT AFFECT THE SUPPORT AGREEMENTS IN PLACE FOR AVAYA PRODUCTS. SUPPORT FOR AVAYA PRODUCTS CONTINUES TO BE EXECUTED AS PER EXISTING AGREEMENTS WITH AVAYA. All trademarks identified by or TM are registered trademarks or trademarks, respectively, of Avaya Inc. All other trademarks are the property of their respective owners. BusinessPartner Notes Additional information for BusinessPartners Avaya Notes Additional information for Tier 3, Tier 4, and development 2016 Avaya Inc. All Rights Reserved. Page 5