Avaya ANAV 4.1 Feature Pack 1

Transcription

1 Avaya ANAV 4.1 Feature Pack 1 Release Notes Document version: 1.0 Avaya Inc. Proprietary 1

2 Issue date: 23 November, 2015 Contents Purpose... 3 Avaya ANAV Release 4.1 feature pack 1 Software... 4 About ANAV... 5 Avaya ANAV... 5 ANAV Real Time... 5 ANAV Historical... 5 Avaya ANAV 4.1 feature pack 1 Software... 7 Files Versions... 7 Relevant Documents... Error! Bookmark not defined. Hardware requirements and installation instructions... 7 Upgrade from existing ANAV installation... 7 General... 8 Before you install... 8 Upgrade process:... 8 Upgrading 2 Geo redundant sites in a service provider deployment:... 8 Known Issues Issues fixed in ANAV 4.1 Feature pack Issues fixed in ANAV 4.1 Service Pack Issues fixed in ANAV 4.1 patch 5 (Build 103) Issues fixed in ANAV 4.1 patch 6 (build 103) Product Limitations Support Avaya Inc. Proprietary 2

3 Purpose This document provides information about the known issues, patches, and workarounds that are specific to this build. This document does not constitute a quick install guide for Avaya ANAV. You can refer to this document to identify any issues relevant to the components that you install. For complete instructions about how to install Avaya ANAV, refer to the Deployment Guide for Avaya ANAV document. Avaya Inc. Proprietary 3

4 Avaya ANAV Release 4.1 feature pack 1 Software This document introduces the General Availability release of the Avaya ANAV Release 4.1 feature pack 1 (4.1.1) and describes content, important notes and known issues. This feature pack includes all features and bug fixes delivered in previous releases, as well as the following new features: 1. Automatic installation This release is delivered as an installable package that includes a step by step wizard. This significantly simplifies installation and reduces both time and effort needed. Please review the Deployment Guide for Avaya ANAV for further instructions. 2. Support for multiple ANAV installation and multiple Communication Managers (CM) with Control Manager (ACM) service provider edition ( ). Please review the service provider solution documentation for deployment instructions, deployment options and high availability configuration instructions. 3. It is no longer necessary to use TSAPI licenses to monitor agents, VDNs, or terminals in ANAV Real Time. 4. Increased scale support for up to 4000 logged in agents (up to 5000 agents configured in Control manager), 1500 skills, 4500 VDNs, 4000 vectors and up to 48K Calls per hour (BHCC). Please review the Deployment Guide for Avaya ANAV for deployment options and hardware requirements. 5. Improved general performance and reduced CPU usage for Real Time and VCA. 6. Added support for display of E164 dialled numbers. 7. VCA Database now automatically runs purging (the default is 30 days retention) and indexing every day. Please refer to the Deployment Guide for Avaya ANAV for configuration options. 8. Updated UI design including color scheme. 9. New login page with improved security and captcha. 10. Many bug fixes. Note: This release requires installation of AES super patch 3 or higher and will not work with previous releases of AES. This release requires additional licenses for AES and CM in order to operate properly: Product License Type Avaya Aura Application Enablement Services Avaya Aura Communication Manager Requires an AES license file for the AE Services Trusted Application. Important You must verify that the following string appears in the VALUE_NOTES section of this license file to enable the ANAV probes to work properly: ANAV_001, BasicUnrestricted, AdvancedUnrestricted, DMCUnrestricted, AgentEvents; Requires an ASAI Proprietary Features license. Important The following parameters must be enabled in communication manager for the ANAV probes to function correctly and receive agents status. On system-parameters Customer-options form: On page 3: Computer Telephony Adjunct Links? Y On page 9: Under ASAI PROPRIETARY FEATURES - Proprietary? Y Avaya Inc. Proprietary 4

5 Product License Type You must also verify that the Communication Manager license contains the relevant license to support this. This release is available for English site deployments. At General availability only English interface is supported. About ANAV Avaya ANAV Avaya ANAV enables supervisors in an Avaya Contact Center to monitor traffic and reroute calls in realtime, bringing significant savings to efficiency and cost. Supervisors can also follow the path of a single call through the organization, or view wide-ranging detailed reports from a number of Avaya Contact Center components, filtered for your organization s security permissions. Avaya ANAV consists of three components: ANAV Real Time ANAV Real Time enables supervisors in a contact center to monitor the activity of agents, by displaying a dashboard containing an overview of the activity of agents, including their states, their talk time, whether the communication is inbound or outbound and so on. Supervisors can also view the available skills, VDNs (routing nodes) and queues available in real-time. Supervisors can: View information in real-time about agents in their group Silently listen to a call Offer advice to agents without the customer listening (known as whispering) Disconnect an agent from the system Change an agent s skill set to divert calls during times of high call load Personalize the dashboard layout ANAV Historical ANAV Historical retrieves activity reports from various Avaya Contact Center components, and filters them for service provider (multi-tenant) deployments. When supervisors view reports in a multi-tenant deployment, they should not be exposed to data from other tenants. ANAV Historical filters the activity reports so that a supervisor can only view data about that organization or specific groups in the organization, not other tenants in the deployment. You can view reports from the following components in one convenient screen: Avaya CMS (Call Management System) creates real-time and historical reporting using all its data without filtering for multi-tenant deployments. Avaya AEP (Aura Experience Portal) routes calls using IVR, agent skills and agent availability, and offers self-service capabilities. Avaya Inc. Proprietary 5

6 Avaya EMC (Elite Multi-Channel) adds multimedia capabilities to a call center to enable nonvoice channels such as IM chat, and SMS. ANAV runs the same reports as those available in these components, but enables you to carefully choose the security privileges to filter the report data, so users and organizations only view the data appropriate for their position in the deployment, based on Avaya Control Manager "locations" concept. ANAV Visual Contact Analyzer (VCA) With ANAV VCA, you can trace the path of a single customer interaction throughout the organization, as the customer interacts with various systems and agents. It enables you to track the length of time customers were kept waiting on hold, the number of transfers, and how a customer navigated the various menus and scripts with exceptional granularity. This form of reporting is invaluable for a customer-centric view of the system, and can be excellent in investigating customer complaints. ANAV enables agent supervisors to drive optimal efficiency and service in every interaction, regardless of the communication medium, while remaining true to both customers' best interests and the organization s business objectives. Avaya Inc. Proprietary 6

7 Avaya ANAV 4.1 feature pack 1 Software The ANAV software is downloaded in an ISO format. The ANAV version is 4.1 FP1 build 309 ( ), and the file name is ANAV_ _Build_309.iso. Documentation The following table lists the related documents for Avaya Control Manager. Download the documents from the Avaya Support website at Title Deployment and Installation Deployment Guide for Avaya ANAV Using User Guide for Avaya ANAV Real Time User Guide for Avaya ANAV Historical User Guide for Avaya ANAV Visual Contact Analyzer Description This document describes how to deploy and configure Avaya ANAV. This document also provides information about the software and hardware requirements and installation checklist. This document describes how to use Avaya ANAV Real Time. This document also provides information about customizing and troubleshooting the ANAV Real Time user interface. This document describes how to use Avaya ANAV Historical reports. This document also provides information about troubleshooting ANAV Historical Reports, and descriptions of the different reports available. This document describes how to use Avaya ANAV Visual Contact Analyzer (VCA). This document also provides information about customizing and troubleshooting ANAV VCA. Hardware requirements and installation instructions Hardware requirements, deployment options and installation instructions are all documented in details in Deployment Guide for Avaya ANAV for ANAV 4.1 feature pack 1 on the Avaya Support site. Upgrade from existing ANAV installation It is possible to upgrade from existing ANAV installation. However, since previous ANAV versions did not have an automatic installation, ANAV must be installed on a clean windows installation. Avaya Inc. Proprietary 7

8 General It is possible to upgrade from existing ANAV installation. However, Since ANAV SP1 did not have an installer - it is not possible to cleanly upgrade it using the new installer. The upgrade methodology is based on the fact that most of the configuration data is entered using the installer wizard and the only data that needs to be preserved exist in the VCA database. The upgrade will require to preserve only the ACM database (where some of the configuration data exists) and the VCA database (where the VCA information exists). All other ANAV server (probes, UI or VCA) should be completely wiped and reinstalled with windows server software. It is strongly recommended to start with a clean operating system where no ANAV components were installed in the past. The upgrade replaces the following configuration data in the ACM database: 1. Site records are replaced with the information provided through the installation wizard 2. VCA configuration is replaced with the information provided in the installation wizard. 3. Historical CMS, AAEP and EMS configuration is replaced with the information provided during installation. Before you install 1. Make sure you are running ACM 7.1 or higher. 2. Backup your existing ANAV servers 3. Backup the ACM DB 4. Backup the VCA DB Upgrade process: 1. Wipe the ANAV Real Time servers, ANAV UI servers, and VCA service servers. Make sure the server are running clean windows installations. 2. Re-install the servers with windows software (please review the Deployment Guide for Avaya ANAV for supported windows versions) 3. Install ANAV FP1 according to the Deployment Guide for Avaya ANAV. a. During installation choose the current ACM DB and VCA DB. Upgrading 2 Geo redundant sites in a service provider deployment: If you are using ACM service provider edition that is deployed in a Geo-redundant environment with 2 data centers: (DC1 (ACM1 + ANAV2) and DC2 (ACM2+ANAV2) The general strategy is as follows: 1. Failover all the activity to DC2 2. Upgrade DC1 3. Failback to DC1 Avaya Inc. Proprietary 8

9 4. Upgrade DC2 5. Enable replication and install HA Details: 1. Disable replication as follows: a. Stop ACM database in DC1 for 10 minutes this should trigger failover b. Follow DC1 failover to DC2 documentation. Verify that all systems in DC2 are working properly. 2. At this point - Customer should start using DC2 in read only mode for the duration of the upgrade. Any administrered information in DC2 will be deleted after the failback to DC1. a. Start DC1 DB b. Disable replication (according to documentation) c. Upgrade DC1 ACM d. Upgrade DC1 ANAV 3. At this point the customer should start using DC1 (read-write mode) a. Upgrade DC2 ACM b. Upgrade DC2 ANAV c. Set up replication and HA services according to the documentation. Avaya Inc. Proprietary 9

10 Known Issues Ticket NO. ISSUE ACM administrator cannot see any data in ANAV Workaround create a user of type supervisor in ACM with all permissions (admin rights) and link all locations using the locations to view tab. Use this user to view all relevant data in ANAV ANAV Historical: Graphical Skill OVerload - Report does match with same CMS report and there are formatting issues VCA - Agent Name and VDN Number fields not displayed for all transactions during a search VCA - Cradle to Grave not displaying Experience Portal Reporting Module data for calls via EP A-NAV ANAV HT CMS:- Graphical Skill Overload Interval report issue A-NAV ANAV HT CMS:Prefferd skill level Daily report issue A-NAV ANAV installer:anav installer shows warning message for prereq A-NAV ANAV HT CMS:Agent In/Out Daily - ANAV report is sorted on calls instead date ucass -ANav EMC Historical Cosmetic - Unable to view the entire line for Completion Status on some reports A-NAV ANAV EMC -Limits field in VDN Call Profile Report should be disabled to ensure report can run A-NAV VCA - Issue with data in db but not appearing in VCA A-NAV Real Time browser logins lockup in minutes A-NAV ANAV AEP MSSQL "Session Summary Report by Exit Info #2" report time period displayed incorrectly Report Period displayed incorrectly for ANAV MS SQL "Session Detail Report A-NAV ANAV MS SQL "Call Summary by Day" report displays call details and not day summary A-NAV CCaaS - ANAV Real-Time skills grid "Max Waiting Time" doesn't update on particular skill if check box Don t count agent more than once is checked A-NAV VCA report shows duplicate call records with the same call-id from CM when using the search facility A-NAV ANAV Change Skill issue when agent is in the Manual-In State A-NAV VCA - Transfer flow is inaccurate and confusing, flow should be consolidated to a single call flow A-NAV VCA call flow is not classifying an Abandoned call as such, ANav RT however does correctly classify the call as abandoned A-NAV VCA - RONA flow is inaccurate and confusing, flow should be consolidated to a single call flow A-NAV CMS report ID 491 is located in the wrong place A-NAV CMS Reports - default tenant displayed for CMS primary Skill Report ID 44 instead of selected tenant A-NAV ANAV Change Agent Skill issue when agent is in the Auto-In State - this effects EMC agents A-NAV 8 AAEP "Call Summary Reports" show "tenant name/app name" in the start date field Agent Aux Interval Report the Start time should be HH:MM:SS Agent Split/Skill Interval report shows Wrong Interval Column values and missing data Avaya Inc. Proprietary 10

11 20722 for some skills Difference in Total Avg. ACD time and Avg. ACW time in Agent Summary Interval Report due to difference of 1 second in individual records. Avaya Inc. Proprietary 11

12 Issues fixed in ANAV 4.1 Feature pack 1 ID Title Issue ANAV 4.1 Real-Time Dashboard / Inoperable features that need to be removed from the Real-Time Dashboard / ANAV RT - Replace "Wallboard" with "ANAV", "Frames" with "Grid", and the threshold colors with names / ANAV RT - only one threshold warning can be activated per agent ANAV RT - The agent grid s data list is empty ANAV Installer - Historical reporting - ACM 7.1 intertop- unable to access the Web UI ANAV Historical reporting - there should be instruction how to set the DATA.SQL script which is used for the EMC integration within the script and in the documentation ANAV RT - "change VDN" option in the VDN grid is not working ANAV 4.1 Deployment guide: In page 74 there is a report viewer installation In page 83 there is a cloudreporting wizard installation It should be the opposite order, otherwise Microsoft System CLR Types for SQL Server 2012 component should be manually in ANAV RT - After unholding an outbound call, the status is changed to inbound rather than outbound ANAV RT ANAV administrator is unable to edit/remove threshold made by another user ANAV RT - An IE error appears on the screen after the RT web ui window is being minimized for a while ANAV VCA Advanced Search showing less number of records as you increase the date range ANAV VCA doesn't show Agent, Skill, VDN names when searching via Advanced Search ANAV VCA - When viewing a call record the VDN name, Agent name and Skill name are not shown ANAV Historical - AAEP's SQL DB integration issue ANAV RT reports: agent status is not updated after agent logged out ANAV RT - Skill Assignments are not working , ANAV VCA Search By VDN Returns zero records ANAV VCA Search By Agent Returns zero records ANAV VCA Search By Skills Returns zero records ANAV VCA - Search By ANI doesn't show Agent Name only AGTID ANAV 4.1 SP1 Terminal probe, not capturing the calls ANAV RT reports: Agent probe service stops running in after few seconds Search by Agent returns no result (4.1.1) Historical Reporting has missing CMS Vector Report Filters Application is not under role management portal Permission for Silent Observation and View reports not showing correct text on UI ANAV 4.1 SP1 VCA not showing proper value for UCID. Showing all ANAV 4.1 SP1: Historical EMC "Program Interactions - Date Details (Order By Avaya Inc. Proprietary 12

13 Agent)" Report not working Avaya Inc. Proprietary 13

14 Issues fixed in ANAV 4.1 Service Pack 1 Ticket NO. Issue ANAV RT incorrect agent status Status does not change for one of the Agents after Call completion Make ANAV AES trusted application - support for 2500 agents VCA : add automatic data purging mechanism Avaya Inc. Proprietary 14

15 Issues fixed in ANAV 4.1 patch 5 (Build 103) Ticket NO. ISSUE ucass -Dual DataCenter Failover DC1 to DC2, CM to ESS - Agent Probe was not Able To Transition AES event stream messages from CM to ESS VDNs Grid - "waiting calls" value is incorrect for Phantom calls ANAV RT Agent grid values are inaccurate in compare to CM A-NAV RT Skill grid Talk Time Daily not in proper format ANAV RT patch 4 installation - Functional service not starting after patch 4 update ANAV Patch 4 / Functional service cannot start Need to add 2 scripts to ANAV 4.1 package Thresholds warnings can work only in one grid at a time Historical "Agent Logout/Login (Skill)" report's Logout time & login time columns show UTC time rather than local time update "Agent Logout Login (Skill)" report in the ANAV 4.1 package update "Agent Summary Interval" report in the ANAV 4.1 package ANAV RealTime UI - Template name spelling issue ANAV - remove "Original waiting calls " coloumn ANAV - "Phantom calls" should be removed from UI Spell check issue on Real Time UI file menu "Set as default Tempalte" VCA not working after applying ANAV 4.1 patch ANAV VCA - Missing VCA user default role on VCA DB Standardize the UI messages Avaya Inc. Proprietary 15

16 Issues fixed in ANAV 4.1 patch 6 (build 103) Ticket NO. ISSUE ANAV historical reports: Incorrect value in the Agent Summery Daily report for % Agent occup w ACW and % Agent occup w/o ACW. ANAV Historical "Historical Group Summary Daily" report - incorrect calculation for fields "Avg ACD Time" & "Avg ACW Time" ANAV Historical "Call Work Code Daily" report gives all zeroes ANAV HISTORICAL "skill summary" daily, weekly & monthly reports show seconds with decimals in the total line for columns showing time ANAV HISTORICAL "skill summary" daily, weekly & monthly reports show "% ACD time" value incorrectly Skilll Call Profile Daily/Weekly/Monthly report shows same Skill Name for any selection Avg. Inbound ACD time and Avg. ACW time (inbound ACD) is wrong in ANAV compared with CMS, ANAV shows total instead of Average Total Extn. Out time not correctly shown / calculated, and 2 rows additional in CMS reports for AgentSplitSkill Daily.Weekly,Monthly Report Total is not matching in Agent Group Attendance Daily due to few CMS agents having Name as ID Totals does not match with CMS reports along with Extn Out calls on Agent Group Summary Daily report ANAV historical reports: An error received while running "Skill Preferrred Skill Level Summary Daily" report Skill Summary Monthly the ACD Calls total is wrongly represented Avaya Inc. Proprietary 16

17 Product Limitations Historical reports for AAEP supported only with Postgres/MSSQL DB platforms ANAV doesn t support objects with leading zeros. ANAV can read agents skills assignment only from the Avaya Control Manager DB and not directly from CM. ANAV can support a maximum of 4000 logged in agents (up to 5000 configured agents in control manager) per AES server. For AAEP Historical reports organization level access in AAEP must be enabled. "Waiting Calls" in VDN Grid doesn't appear to be accurate : The waiting calls algorithm has a parameter that defines the maximum waiting time for a call to be dropped from the count, the default value for this parameter is 30 minutes. The system parameter name is: ExpiredWC_Interval. In addition to this parameter there is another parameter called ExpiredWCDelta_Interval which is the interval between the checks of the long waiting calls. So, the maximum waiting time for a call is between ExpiredWC_Interval an (ExpiredWC_Interval + ExpiredWCDelta_Interval). Real Time agent skills assignment can't work with agents which configured in the CM with "native name" which is longer than 9 characters (that's due to AES SMS limitation) Avaya Inc. Proprietary 17

18 Support Visit the Avaya Support website at for the most up-to-date documentation, product notices, and knowledge articles. You can also search for release notes, downloads, and resolutions to issues. Use the online service request system to create a service request. Chat with live agents to get answers to questions, or request an agent to connect you to a support team if an issue requires additional expertise. Avaya Inc. Proprietary 18