Avaya Contact Centre Control Manager Release 7.0 Service Pack 1 (ACCCM 7.0 SP1 or ACCCM 7.0.1)

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1 Avaya Contact Centre Control Manager Release 7.0 Service Pack 1 (ACCCM 7.0 SP1 or ) Avaya Inc Proprietary 1

2 DOCUMENT VERSION : 1.0 SW : ISSUE DATE : AUG 22 ND 2013 Avaya Inc Proprietary 2

3 RELEASE NOTES PURPOSE PUBLICATION HISTORY ACCCM - RELEASE SOFTWARE... 5 SOFTWARE DOWNLOAD OPERATING SYSTEM SUPPORT VIRTUALISATION INSTALLATION NOTES... 6 PRE INSTALLATION INSTRUCTIONS NEW INSTALLATIONS UPGRADING FROM PREVIOUS ACCCM RELEASES TROUBLESHOOTING INSTALLATION ISSUES UNABLE TO LOG IN TO THE ACCCM PORTAL Authentication failed No more licenses Synchronizer application fails to start The Synchronizer application does not show any locations UNABLE TO CONNECT TO CM Synchronizer or ACCCM Provisioning are unable to connect to CM ACCCM SERVICES ARE NOT STARTING FAILURE INSTALLING ONE OF THE PREREQUISITES WHAT S CHANGED IN INTERSECTION UPDATE ISSUES RESOLVED SERVICEABILITY OTHER KNOWN ISSUES: Avaya Inc Proprietary 3

4 1 Purpose This document contains known issues, patches and workarounds specific to this build and does not constitute a quick install guide for ACCCM. Please refer to the information below to identify any issues relevant to this build and then refer to the ACCCM Installation and Configuration guides for full installation instructions. This release note relates to PCN 1942S. 1.1 Publication History Issue Change Summary Author(s) Date 1.0 Public version EM 22/8/2013 Avaya Inc Proprietary 4

5 2 ACCCM - Release Software Software Download All ACCCM software updates and support files that are generally available for all sites can be downloaded from the Avaya support portal at the following link Operating System Support ACCCM is supported on the following operating systems: Windows 2008 R2 SP1 OS. 2.2 Virtualisation Deployment of ACCCM in a VMWare or other virtualisation environment is supported as per documented procedures. Avaya Inc Proprietary 5

6 3 Installation Notes Pre Installation Instructions It is recommended that a back-up is done prior to upgrade. Please follow instructions as per the detail contained in the Install Guide and Configuration guide available on the support portal NOTE: Do not add connectors during the upgrade process. 4 New Installations Please follow the instructions as per the documented procedures in the installation Guide. The install guide is available on the support portal:- 5 Upgrading from previous ACCCM releases Please follow instructions contained in the Installation and configuration guides available on the Avaya Support portal. Avaya Inc Proprietary 6

7 6 Troubleshooting installation issues The following section deals with issues that may occur during installation/upgrade process. 6.1 Unable to log in to the ACCCM portal Authentication failed PROBLEM: When trying to log in to the ACCCM Web portal for the first time, receive a message that the authentication failed. POSSIBLE RESOLUTION: If you are unable to login for the first time, check the following things: Go to the c:\windows\system32 folder and locate a NAV360CONFIG.XML. Open the file in Notepad. You see a file in the following structure: <?xml version="1.0" encoding="utf-8" standalone="yes"?> <configuration> <connectionstring>data Source=ACCCMDBSERVER;Initial Catalog=ACCCMDBNAME;User ID=acccmdbuser;Password=acccmdbpassword</connectionString> </configuration> Ensure that the connection string details match the database settings. NOTE: The database setting must be the same that you entered during the installation process. String Description Avaya Inc Proprietary 7

ACCCMDBSERVER ACCCMDBNAME Acccmdbuser Acccmdbpassword The database Server that hosts the ACCCM database. If you are using a database with an instance, the server name must include a /.

$If the connection details are wrong, you can edit the details and save the file. Repeat step 1-3 for the same file that is located in the c:\windows\syswow64 folder.$

8 ACCCMDBSERVER ACCCMDBNAME Acccmdbuser Acccmdbpassword The database Server that hosts the ACCCM database. If you are using a database with an instance, the server name must include a /. For example, myserver/sqlexpress The name of the ACCCM database. The database user that is used by ACCCM to access the ACCCM database. The user password. After the first successful log-in, the system encrypts the password. You can create an ODBC on the ACCCM server and check that the connection string details are correct. If the connection details are wrong, you can edit the details and save the file. Repeat step 1-3 for the same file that is located in the c:\windows\syswow64 folder. NOTE: This step is valid only for windows bit installations No more licenses PROBLEM: When trying to log in to the ACCCM Web portal for the first time, get a message that there are no more licenses. POSSIBLE RESOLUTION: If the error appears on the screen and there are sufficient licenses, check the following: Open Windows Services and check that ACCCM License Server is running. Restart the ACCCM License Server service. If the ACCCM License Server service does not start, then navigate to the License Server folder on the ACCCM server and check the log files of the service. The log file must state: 06/04/ :09:14 DEBUG NAV360_LicenseService.ConfigReader.Init Got Config file 06/04/ :09:14 DEBUG NAV360_LicenseService.LicenseService..ctor Initialized ConfigReader 06/04/ :09:14 DEBUG LicenseDBManager.DBManager..ctor Connection string was set 06/04/ :09:14 DEBUG LicenseDBManager.InfoProvider.GetAllLicenseServicesAddresses Got 1 Avaya Inc Proprietary 8

License Services addresses 06/04/2011 16:09:14 DEBUG NAV360_LicenseService.LicenseService.OnStart The service will start listening on port 35353 06/04/2011 16:09:14 DEBUG NAV360_LicenseService.

LicenseService.OnStart Starting to listen If you get a different log structure and error messages, contact the Avaya Support. Ensure that the License.

9 License Services addresses 06/04/ :09:14 DEBUG NAV360_LicenseService.LicenseService.OnStart The service will start listening on port /04/ :09:14 DEBUG NAV360_LicenseService.LicenseService.OnStart about to initialize LicensingService singleton instance 06/04/ :09:15 DEBUG NAV360_LicenseService.LicenseService.OnStart Initialized LicensingService singleton instance 06/04/ :09:15 DEBUG NAV360_LicenseService.LicenseService.OnStart Starting to listen If you get a different log structure and error messages, contact the Avaya Support. Ensure that the License.lic file is in the root directory of the License Server folder. If the log file shows that the service is up and running, there is a problem with the license file. You must contact the Avaya support for help Synchronizer application fails to start PROBLEM: When launching the synchronizer application, the application fails and the system displays an error message. POSSIBLE RESOLUTION: Check that the Synchronizer is configured under the CFG > Synchronizer tab. NOTE: The Synchronizer must be configured as part of the installation wizard process. Check that the NAV360Synconfig.xml file that is located in the synchronizer folder is pointing to the correct sync service ID. NOTE: You can find the service ID under the CFG > Synchronizer tab in the ACCCM portal. Avaya Inc Proprietary 9

10 6.1.4 The Synchronizer application does not show any locations PROBLEM: When launching the Synchronizer application, the location list is empty. Avaya Inc Proprietary 10

POSSIBLE RESOLUTION: Assign at least one CM to the location and restart the Synchronizer application. 06/04/2011 16:09:14 DEBUG NAV360_LicenseService.ConfigReader.

11 POSSIBLE RESOLUTION: Assign at least one CM to the location and restart the Synchronizer application. 06/04/ :09:14 DEBUG NAV360_LicenseService.ConfigReader.Init Got Config file 06/04/ :09:14 DEBUG NAV360_LicenseService.LicenseService..ctor Initialized ConfigReader 06/04/ :09:14 DEBUG LicenseDBManager.DBManager..ctor Connection string was set 06/04/ :09:14 DEBUG LicenseDBManager.InfoProvider.GetAllLicenseServicesAddresses Got 1 License Services addresses 06/04/ :09:14 DEBUG NAV360_LicenseService.LicenseService.OnStart The service will start listening on port /04/ :09:14 DEBUG NAV360_LicenseService.LicenseService.OnStart about to initialize LicensingService singleton instance 06/04/ :09:15 DEBUG NAV360_LicenseService.LicenseService.OnStart Initialized LicensingService singleton instance 06/04/ :09:15 DEBUG NAV360_LicenseService.LicenseService.OnStart Starting to listen 6.2 Unable to connect to CM Synchronizer or ACCCM Provisioning are unable to connect to CM PROBLEM: The system services are not able to establish connection to CM. POSSIBLE RESOLUTION: Ensure that you have configured the following CM parameters correctly: Avaya Inc Proprietary 11

CM Username CM Password PIN Code, if required CM Connection port The CM port is configured under the system parameter page. By default, the CM port is 5023. 6.

12 CM Username CM Password PIN Code, if required CM Connection port The CM port is configured under the system parameter page. By default, the CM port is ACCCM Services are not starting PROBLEM: ACCCM Services are not starting POSSIBLE RESOLUTION: If one of the following does not start: ACCCM Provisioning Service ACCCM Sync Service Ensure the ACCCM License Server is running. 6.4 Failure installing one of the prerequisites PROBLEM: Unable to install the prerequisites POSSIBLE RESOLUTION: If one of the prerequisites that you choose to install fails during the installation and you get an error message, perform the following steps: Stop the installation. Avaya Inc Proprietary 12

13 The installation wizard rolls back automatically. Install the prerequisite that failed by running the software separately. The system extracts all the installation files to the disk when you start the installation wizard. The location of the extracted files is: Windows 2008: C:\Users\Administrator\AppData\Roaming\Avaya\Avaya Contact Center Control Manager\install You can access these files only when the install wizard has initiated the installation process. To access the prerequisite, you must start the wizard, copy the prerequisite file from the location data, and then close the wizard. Run the ACCCM installation wizard again and skip the perquisite that you installed manually. NOTE: You can remove prerequisites from the installation by clearing the selecting option to the corresponding Prerequisite components. Avaya Inc Proprietary 13

14 7 What s Changed in 7.1 Intersection Update The following intersections are now supported with. Session Manager CMS 17.0 Solaris PC 5.1 PC users of type leadadm (introduced in PC 5.1) can be created from ACCCM. EMC 1.0 AACC Security Framework now supported.* 1 Enforcing dialplan restrictions on Abbreviated dialing To enforce the check on the Abbreviated Dialing entities (assigned to an extension) a new system parameter ForceAbbrTenant is introduced in this service pack. The default value for this parameter is yes. 7.2 Issues Resolved The Following list represents the issue resolved in this release. No Title ID 1 List usage for extensions longer than 9 digits does not display correctly Number column for AVAYA->Extension is not showing leading zero wi Save button shown on the off-pbx-telephone-config even if the user does wi not have the edit permission 4 Permissions issues with off pbx station mapping and Trace station - even wi though user does not have permission, he can edit off pbx station mapping and he also see the option for trace station. 5 Assigning a team to the Button Module #1 assignment in CM options, for an wi extension type 9611 created on CM version 6.2, causes MORE buttons to be created automatically. 6 ACCCM Not able to add agents in PC 5.1 wi Users of group "leadadm" cannot be created from ACCCM wi Users can edit and save off-pbx-telephone entities even if they don t wi have permissions 10 ACCCM: SMGR 6.3/CM 6.2 SIP user (default template) was removed out of ACCCM after starting Synchronizer service wi Avaya Inc Proprietary 14

15 The following issues have been resolved but require post installation operations:- wi wi AACC supervisors get deleted from ACCCM after sync service restart Sync service restart removes AACC from the "Available applications" for agents Workaround: In order to fix the issues identified a patch needs to be applied. Filename = AACC_patch2.zip This Patch is available for download from the Avaya Support portal:- Instruction for this patch is as follows. 1. Log into a machine installed with ACCCM v.407c 2. Stop all running ACCCM services 3. Open Microsoft SQL server management studio 4. Run 3 SQL script 5. Open folder [install directory]\services\ (default = C:\Program Files (x86)\avaya\avaya Contact Center Control Manager 7.0.1\Services\) 6. Rename original folder= ACCCM Synchronizer to ACCCM Synchronizer_old 7. Move new folder= ACCCM Synchronizer (attached) into [install directory]\services\ 8. Restart machine wi station SIP station types change to generic. In order to fix the issue identified a script needs to be run. This Script is available for download from the Avaya Support portal:- File Name = acccm 70 sp1 patch script.txt Instruction for this is as follows. Run SQL query in file "acccm 70 sp1 patch script.txt" Avaya Inc Proprietary 15

16 8 Serviceability Post Upgrade procedures to be performed (Dependant on if connector is utilised to relevant application) PC Connector. 1. If you have a PC connection configured before upgrade, following steps need to executed a. Go to CFG > PC tab b. Select the PC connection and edit c. You will see the version as 4.2. Select the appropriate version from the dropdown and save the connection 2. If ACCCM is used to change PC attributes then ensure that no open connection to the native PC application remains whilst making these changes. For New CMS connections to be created after upgrade: A new field Add User Command Template is introduced in this release. The value of this field has to be set to useradd -g 200 -d /export/home/{username} -m -s /usr/bin/cms -c "{userfullname}" {username} Note: For connections configured before upgrade, this field will be automatically populated with the required value. Avaya Inc Proprietary 16

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18 9 Other Known issues:- id summary Comment * 1 wi wi AACC configurations with SFW don t work if configured with FQDN CMS 17 : configuration instructions not available for Linux based cms CMS 17 Linux is not supported in Sp1 Avaya Inc Proprietary 18

19 2013 Avaya Inc. All Rights Reserved. Avaya and the Avaya Logo are trademarks of Avaya Inc. and are registered in the United States and other countries. All trademarks identified by, TM or SM are registered marks, trademarks, and service marks, respectively, of Avaya Inc. All other trademarks are the property of their respective owners. Avaya may also have trademark rights in other terms used herein. References to Avaya include the Nortel Enterprise business, which was acquired as of December 18, /10 Avaya Inc Proprietary 19

Application Notes for Installing and Configuring Avaya Control Manager Enterprise Edition in a High Availability mode.

Application Notes for Installing and Configuring Avaya Control Manager Enterprise Edition in a High Availability mode. Abstract This Application Note describes the steps required for installing and configuring