Release Notes for Avaya Proactive Contact 5.0 Agent. Release Notes for Avaya Proactive Contact 5.0 Agent

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1 Release Notes for Avaya Proactive Contact 5.0 Agent

2 Notice: While reasonable efforts were made to ensure that the information in this document was complete and accurate at the time of printing, Avaya Inc. can assume no liability for any errors. Changes and corrections to the information in this document might be incorporated in future releases. Documentation disclaimer: Avaya Inc. is not responsible for any modifications, additions, or deletions to the original published version of this documentation unless such modifications, additions, or deletions were performed by Avaya. Customer and/or End User agree 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 the Customer or End User. Link disclaimer: Avaya Inc. is not responsible for the contents or reliability of any linked Web sites referenced elsewhere within this documentation, and Avaya does not necessarily endorse the products, services, or information described or offered within them. We cannot guarantee that these links will work all the time and we have no control over the availability of the linked pages. Warranty: Avaya Inc. provides a limited warranty on this product. 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 through the Avaya Support Web site: License: USE OR INSTALLATION OF THE PRODUCT INDICATES THEEND USER'S ACCEPTANCE OF THE TERMS SET FORTHHEREIN AND THE GENERAL LICENSE TERMS AVAILABLEON THE AVAYA WEB SITE ("GENERAL LICENSE TERMS"). IF YOU DO NOT WISH TO BE BOUND BY THESE TERMS, YOU MUST RETURN THE PRODUCT(S) TO THE POINT OF PURCHASE WITHIN TEN (10) DAYS OF DELIVERY FOR A REFUND OR CREDIT. Avaya grants End User a license within the scope of the license types described below. 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 End User. "Designated Processor" means a single standalone computing device. "Server" means a Designated Processor that hosts a software application to be accessed by multiple users. "Software" means the computer programs in object code, originally licensed by Avaya and ultimately utilized by End User, whether as stand-alone Products or pre-installed on Hardware. "Hardware" means the standard hardware Products, originally sold by Avaya and ultimately utilized by End User. License type(s) Designated System(s) License (DS): End User may install and use each copy of the Software on only one Designated Processor, unless a different number of Designated Processors is indicated in the Documentation or other materials available to End User. Avaya may require the Designated Processor(s) to be identified by type, serial number, feature key, location or other specific designation, or to be provided by End User to Avaya through electronic means established by Avaya specifically or this purpose. 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 Product that permits one user to interface with the Software. Units may be linked to a specific, identified Server. Database License (DL): Customer may install and use each copy of the Software on one Server or on multiple Servers provided that each of the Servers on which the Software is installed communicate with no more than a single instance of the same database. CPU License (CP): End User may install and use each copy of the Software on a number of Servers up to the number indicated by Avaya provided that the performance capacity of the Server(s) does not exceed the performance capacity specified for the Software. End User may not re-install or operate the Software on Server(s) with a larger performance capacity without Avaya's prior consent and payment of an upgrade fee. Named User License (NU): Customer may: (i) install and use the Software on a single Designated Processor or Server per authorized Named User (defined below); or (ii) install and use the Software on a Server so long as only authorized Named Users access and use the Software. "Named User," means a user or device that has been expressly authorized by Avaya to access and use the Software. At Avaya's sole discretion, a "Named User" may be, without limitation, designated by name, corporate function (e.g., webmaster or helpdesk), an or voice mail account in the name of a person or corporate function, or a directory entry in the administrative database utilized by the Product that permits one user to interface with the Product. Shrinkwrap License (SR): With respect to Software that contains elements provided by third party suppliers, End User may install and use the Software in accordance with the terms and conditions of the applicable license agreements, such as "shrinkwrap" or "clickwrap" license accompanying or applicable to the Software ("Shrinkwrap License"). The text of the Shrinkwrap License will be available from Avaya upon End User s request (see Third-party Components" for more information). Copyright: Except where expressly stated otherwise, the Product is protected by copyright and other laws respecting proprietary rights. Unauthorized reproduction, transfer, and or use can be a criminal, as well as a civil, offense under the applicable law. Third-party components: Certain software programs or portions thereof included in the Product may contain software distributed under third party agreements ("Third Party Components"), which may contain terms that expand or limit rights to use certain portions of the Product ("Third Party Terms"). Information identifying Third Party Components and the Third Party Terms that apply to them is available on the Avaya Support Web site: 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 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 Web site: Trademarks: Avaya and the Avaya logo are either registered trademarks or trademarks of Avaya Inc. in the United States of America and/or other jurisdictions. All other trademarks are the property of their respective owners. Downloading documents: For the most current versions of documentation, see the Avaya Support Web site:

3 Table of contents 1. Prerequisites Hardware requirements Obtaining Avaya Proactive Contact 5.0 Agent Installation Upgrading to Avaya Proactive Contact 5.0 Agent application Installing Avaya Proactive Contact 5.0 Agent application Post-installation procedure Uninstalling Avaya Proactive Contact 5.0 Agent application Enhancements List of customer fixed issues, known issues, troubleshooting, and improvements Contact support... 9 Page 1

4 Revision history Version Date 0.1 November 22, December 27, January 17, January 28, February 16, February 24, March 28, June 27, 2011 Page 2

5 This document is the release notes for Avaya Proactive Contact 5.0 Agent. 1. Prerequisites 1.1. Hardware requirements This section provides information on the minimum hardware requirements to support this release of Avaya Proactive Contact 5.0 Agent. Minimum system requirements for Windows XP Service Pack 2 (32-bit or 64-bit Operating System): 800 MHz processor 512 MB RAM 1 GB free disk space CD/DVD drive Network capable Microsoft Internet Explorer 6.0 or later Minimum system requirements for Windows Vista Enterprise Edition (32-bit or 64-bit Operating System): 1 GHz 32-bit / 64-bit processor 1 GB RAM 1 GB free disk space CD/DVD drive Network capable Microsoft Internet Explorer 7.0 or later NOTE: For additional hardware requirements to support Vista, see the Microsoft Web site at: Minimum system requirements for Windows 7 Enterprise Edition (32-bit or 64-bit Operating System): 1 GHz 32-bit / 64-bit processor 1 GB RAM 1 GB free disk space CD/DVD drive Network capable Microsoft Internet Explorer 8.0 or later Page 3

6 NOTE: For additional hardware requirements to support Windows 7 Enterprise, see the Microsoft Web site at: IN/windows7/products/system-requirements Minimum system requirements for Windows Server 2008 SP2 Enterprise version (32-bit or 64-bit Operating System): 1.4 GHz (x64 processor) or 1.3GHz (Dual Core) processor 1 GB RAM 1 GB free disk space CD/DVD drive Network capable Microsoft Internet Explorer 8.0 or later NOTE: For additional hardware requirements to support Windows Server 2008 SP2 Enterprise version, see the Microsoft Website at: Obtaining Avaya Proactive Contact 5.0 Agent You can order the CD of Avaya Proactive Contact 5.0 Agent using the high-level bundle code There are two ways to obtain this release: Ordering the installation CD labeled Avaya Proactive Contact 5.0 Agent, Material ID: Downloading the ISO file from Avaya Support site and writing it to a CD. To download the ISO file: 1. Go to Avaya Support site at 2. In the left pane, click Downloads. 3. In the Please enter the name of your product text box, type Proactive Contact. 4. Select the Proactive Contact option that appears below the text box. The system redirects the Webpage to the Avaya Proactive Contact page. 5. From the version drop-down box, select 5.0.x. 6. Download the Avaya Proactive Contact 5.0 Agent ISO image. To write the ISO file to a CD: 1. Insert a blank writable CD in the CD/DVD drive. NOTE: You can use any available CD writing tool, such as Roxio or Nero to write the ISO file to a CD. 2. Select the Image burning option from the CD writing software. Page 4

7 2. Installation For Roxio, select Copy > Burn image. For Nero Express, select Image > Project > Copy > Disc Image or Saved Project. 3. Browse and select the ISO image for burning. Wait until the CD burning is completed. 4. Label the CD Avaya Proactive Contact 5.0 Agent. Material ID: This section describes the installation and uninstallation procedure for Avaya Proactive Contact 5.0 Agent Upgrading to Avaya Proactive Contact 5.0 Agent application To upgrade from a previous version of Avaya Proactive Contact Agent: 1. Insert the installation CD in the CD/DVD drive. 2. Run Setup.exe program located in the root directory of the Agent CD/DVD. 3. The installer searches for any previous version of the Agent application and displays the following prompt: Setup has found an earlier version of Proactive Contact Agent installed on your machine. For proceeding with this installation it is required that older version is uninstalled. Do want to continue? 4. Click Yes. The setup uninstalls the previous version of the software. 5. To install the latest version of the software, continue from Step 3 of Section Installing Avaya Proactive Contact 5.0 Agent application 1. Insert the installation CD in the CD/DVD drive. 2. Run Setup.exe program located in the root directory of the Agent CD/DVD. 3. In the Welcome screen, click Next. 4. On the License Agreement screen, select I accept the terms of the license agreement. 5. Click Next. 6. In the Choose Destination Location screen, click Next. 7. On the Enter Dialer address screen, type the host name and IP address of the dialer to which you want to connect. Page 5

8 8. Click Next. 9. At the prompt, select the language in which you want the Agent application to be installed. 10. In the Start Copying files screen, click Next. 11. Click Finish. 12. Restart the computer after the client installation is complete. 13. For information on the patches released on top of Avaya Proactive Contact 5.0 and the procedure to install the patches, visit Post-installation procedure This section provides the post-installation procedure for Avaya Proactive Contact 5.0 Agent. Microsoft Windows firewall Windows Firewall displays a warning message each time you start Avaya Proactive Contact Agent application. Although this warning states that the firewall is blocking some application functionality, the application continues to run without a problem. Avaya recommends that you enable firewall to allow application exceptions. To do this, a user with the Administrator privileges on the computer should open each application. When the warning message appears, click Unblock. This action adds the application to the list of exceptions to the firewall policy and allows all other users to access the application. For Windows XP users: 1. Click Security Center in the Control Panel. 2. Click Windows Firewall. 3. Click the Exceptions tab. 4. Click Add Program. 5. Add Agent application (PDSAgent.exe) in the Exceptions list. The default location of the application is: C:\Program Files\Avaya\Proactive Contact 5.x\Agent 6. Click OK once to close the Add Program dialog box, and then click OK again to close the Windows Firewall dialog box. For Windows Vista users: 1. Go to Control Panel and double-click on Windows Firewall in the Control Panel classic view. 2. Click Change settings. Page 6

9 3. In the Windows Firewall Settings window, click the Exceptions tab. 4. Click Add Program. 5. Add Agent application (PDSAgent.exe) in the Exceptions list: The default location of the application is: C:\Program Files\Avaya\Proactive Contact 5.x\Agent 6. Click OK once to close the Add Program dialog box, and then click OK again to close the Windows Firewall dialog box. For Windows 7 Professional users: 1. Go to Control Panel and double-click on Windows Firewall in the Control Panel classic view. 2. Click Allow a program or feature through Windows Firewall. 3. In the Allow programs to communicate through Windows Firewall window, click Change Settings button if enabled. 4. Add Agent application (PDSAgent.exe) in the Exceptions list. The default location of the application is: C:\Program Files\Avaya\Proactive Contact 5.x\Agent 5. Click OK. For Windows Server 2008 users: 1. Go to Control Panel and double-click on Windows Firewall in the Control Panel classic view. 2. Click Allow a program or feature through Windows Firewall. 3. In the Allow programs to communicate through Windows Firewall window, click Change Settings button if enabled. 4. Add Agent application (PDSAgent.exe) in the Exceptions list. The default location of the application is: C:\Program Files\Avaya\Proactive Contact 5.x\Agent 5. Click OK. Enhanced browsing security By default, Windows XP SP2/SP3, Windows 7, Professional and Vista prohibit ActiveX content from being run on your computer. As a result, all online help pages display a message at the top of the page stating that Internet Explorer has restricted this file from showing active control that could be used to access your computer. This restricts your ability to navigate easily through the online help system. Avaya recommends that you allow active content in a limited way on your computer. To do this: Page 7

10 1. Open Internet Explorer. 2. Select Tools > Internet Options. 3. Click on the Advanced tab. 4. Scroll down to the section titled Security. 5. Select the Allow active content to run in files on My Computer check box. 6. Click OK and then close Internet Explorer. Modifying PDSAgent.ini file for Windows 7 and Windows Vista For Windows7, Windows Vista, and Windows Server 2008 systems, the Agent application updates the PDSAgent.ini file, if it exists. To add Dialer information to the ini file, edit the file at the following location: C:\Users\<username>\AppData\Local\VirtualStore\Program\File s\avaya\proactive Contact 5.x\Agent\PDSagent.ini NOTE: Do not create the PDSAgent.ini file at the above-mentioned path, if it does not already exist. 3. Uninstalling Avaya Proactive Contact 5.0 Agent application 4. Enhancements None To uninstall Avaya Proactive Contact 5.0 Agent: 1. Go to Start > Settings > Control Panel. 2. For Windows XP, double-click Add/Remove Programs. For Windows Vista, Windows 7 Professional, and Windows Server 2008, click Programs and Features. 3. For Windows XP, select the current product and click Change/Remove. For Windows Vista, Windows 7 Professional, and Windows Server 2008, click Uninstall/Change. 4. Follow the onscreen instructions. 5. Click Finish when the Uninstall Complete message is displayed on the screen. Page 8

11 5. List of customer fixed issues, known issues, troubleshooting, and improvements For information on Customer Fixed Issues, Known Issues, Troubleshooting, and Improvements included in the Avaya Proactive Contact 5.0 release, see List of Fixed Issues, Improvements, Known Issues, and Troubleshooting for Avaya Proactive Contact 5.0 (Dialer, OS, Agent, Agent API, Supervisor, and Database) on the Avaya Support site: 6. Contact support You can contact Avaya Proactive Contact Technical Support through Internet, , or telephone. To contact Avaya Proactive Contact support by telephone, call at one of the following numbers: Global Support Services (GSS) Canada Customer Care Center Remote Service Center Hungary Caribbean and Latin America EMEA Services - Post Sales Technical Support Asia/Pacific Regional Support Center / and (India) For details on contact information, visit: Page 9

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