Release Notes for Avaya Proactive Contact 5.1 Dialer and Database. Release Notes for Avaya Proactive Contact 5.1 Dialer and Database

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1 Release Notes for Avaya Proactive Contact 5.1 Dialer and Database

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4 Table of contents 1. Obtaining Avaya Proactive Contact 5.1 Dialer and Database Installing Avaya Proactive Contact 5.1 Dialer and Database on a fresh system Prerequisites Installing Avaya Proactive Contact 5.1 Dialer and Database on a fresh system Upgrading to Avaya Proactive Contact 5.1 Dialer and Database Pre-installation Procedure Upgrading to Avaya Proactive Contact 5.1 Dialer and Database Post-Installation Procedure Configuring the system for fresh installation Configuring a pod Customizing the pdscontrol and mtscontrol scripts Restoring the locale.cfg file Configuring the ENFORCER parameter for enforcer binary Determining maximum message size for voice messages Configuring text case for downloading or uploading calling list Migrating the calling list Installing WebLM Configuring settings for Russian timezone Starting up the Dialer processes Uninstalling Avaya Proactive Contact 5.1 Dialer Enhancements Multitenancy Increased dialer support in a pod Support for Oracle 11g Access Security Gateway Customer found defects, known issues and workarounds, troubleshooting, and improvements Avaya Technical Support contact information Copyright information Appendix Appendix 1: Support for Avaya Proactive Contact Interoperability Appendix 2: Avaya Proactive Contact 5.1 Dialer with 4.2 Event SDK Appendix 3: Avaya Proactive Contact 5.1 Dialer with 4.2 Agent API Appendix 4: Changing boot order if you install dialer from USB device Page 1

5 Revision History Version Date 0.1 March 12, April 12, October 25, December 28, February, April 12, May 10, 2013 (Added the Scheduled Introduction information) Page 2

6 This document is the release note for Avaya Proactive Contact 5.1 Dialer and Database. This document details the necessary steps required to install a fresh Dialer system and upgrade from Avaya Proactive Contact 5.0, 5.0.1, Avaya Proactive Contact 5.1 Beta, or the Scheduled Introduction ( ) build to Avaya Proactive Contact Obtaining Avaya Proactive Contact 5.1 Dialer and Database You can order all the DVDs for Avaya Proactive Contact 5.1 using the high-level bundle code There are two ways to obtain this release of Avaya Proactive Contact Dialer and Database: Ordering the installation DVD labeled Avaya Proactive Contact 5.1 Dialer and Database, Material ID: Downloading the ISO file from Avaya Support Web site and writing it on a DVD or using FTP or a USB device to copy the ISO file and then to mount it on the required Dialer machine. To download the ISO file: 1. Go to Avaya Support site: 2. From the top menu, click Downloads & Documents. 3. In the Enter Your Product Here text box, type Proactive Contact. 4. Select the Proactive Contact option that appears below the text box. 5. From the Choose Release drop-down box, select 5.1.x. 6. Select Downloads as the content type. 7. Click Enter. 8. Download the Avaya Proactive Contact 5.1 Dialer and Database ISO image. To write the ISO file on a DVD: 1. Insert a blank writable DVD in the DVD RW drive. NOTE: You can use any available DVD writing tool, such as Roxio or Nero, to write the ISO file on a DVD. 2. Select the Image burning option from the DVD writing software. For Roxio, select the Copy > Burn Image option. For Nero Express, select the Image > Project > Copy > Disc Image or Saved Project option. 3. Browse and select the ISO image for burning. Wait until the DVD burning is completed. Page 3

7 4. Label the DVD as Avaya Proactive Contact 5.1 Dialer, Material ID: To FTP and mount Avaya Proactive Contact 5.1 Dialer and Database ISO image: 1. To FTP the downloaded ISO image to the remote dialer, use any FTP application. You must note the following while copying the ISO image using FTP: Specify the IP address of the Dialer where you want to copy the ISO image and connect to the Dialer using the FTP application. Copy the ISO image on any location on the Dialer that has enough disk space to accommodate the Dialer ISO image. Ensure that you have the write permissions to the location where you copy the ISO image. 2. To mount the ISO image on to the Dialer, log in as sroot user onto the Dialer. 3. Go to the location where the ISO image is copied using the cd command. 4. Use the following command to mount the ISO image: mount -o loop <Name of the ISO image>.iso /mnt/cdrom/ Where /mnt/cdrom/ is the directory where you mount the ISO image. To copy and mount Avaya Proactive Contact 5.1 Dialer and Database ISO image using USB device You can also copy the Avaya Proactive Contact 5.1 Dialer and Database ISO image on a USB device such as Flash memory stick and then mount it on the required dialer machine. 1. Log in to the dialer as an sroot user. 2. Type fdisk l to view a list of drives. Usually, the USB drive is displayed as /dev/sda or /dev/sda1 in the list. 3. Create a directory on the Dialer machine and name it as USB using the following command: mkdir /mnt/usb 4. Mount the USB drive using the following command: mount /dev/<device name> /mnt/usb For example: mount /dev/sda1 /mnt/usb 5. Copy the Proactive Contact 5.1 Dialer ISO from the USB on the system where there is a minimum of 3GB space. 6. Mount the Proactive Contact 5.1 Dialer ISO using the following command: mount -o loop <Name of the ISO image>.iso /mnt/cdrom/ Where /mnt/cdrom/ is the directory where you mount the ISO image. 7. Unmount the USB and remove the USB flashstick from the system after copying the Proactive Contact 5.1 Dialer ISO on the system. Page 4

8 2. Installing Avaya Proactive Contact 5.1 Dialer and Database on a fresh system This section describes the prerequisites, pre-installation, installation, and postinstallation procedures for installing Avaya Proactive Contact 5.1 Dialer and Database on a fresh system Prerequisites Avaya Proactive Contact 5.1 Dialer supports the IBM x3650 M2 hardware platform and the HP DL 385 G5 server. It also supports the HP DL 360 G7 server. Customers using HP DL 385 G5 server might require additional memory to use the additional capacities and features introduced in Avaya Proactive Contact 5.1. Avaya Proactive Contact 5.1 Dialer does not support HP GL 385 G2 hardware. Customers using HP GL 385 G2 hardware might not be able use the new features introduced in Avaya Proactive Contact 5.1 Dialer; however, customers can continue to work with the capacities and features available in their existing systems. Avaya Proactive Contact 5.1 supports the firmware Generic on PG230RM. The firmware Generic is required only for those customers who use the ECPA, FCC, or opt-out feature. Hardware requirements for IBM x3650 M2 server: Form Factor Rack Server (2U Rack Height) Quad Core Intel(R) Xeon(R) CPU 2.27GHz with hyper threading (HT) enabled 8 MB Level 3 Cache 16 GB (2 GB X 8) DDR3 1333MHz with Advanced ECC capabilities Integrated dual Gigabit Ethernet NICs Hot-swappable Power supplies, fans, Hard Disks Internal DVD+RW 8x drive MegaRAID Hardware Based RAID Controller RAID 1 configuration: Hot Pluggable 2.5" 2 x 146GB 10,000 RPM SAS drives (Minimum 2 matching drives required). RAID 5 configuration: Hot Pluggable 2.5" 3 x 146GB 10,000 RPM SAS drives (Minimum 3 matching drives required). Power Supplies of 675 Watt x 2 To order the complete M2 server from Avaya, use the material code number To order the IBM x3650 M2 server from IBM, the individual part numbers are listed in the following table: Model Features and Specifications IBM Part # Qty Page 5

9 675W REDUNDANT POWER SUPPLY 44X Custom Asset Tagging - Enhanced 31P Custom Software/Firmware Setting - Enhanced 31P Custom Labeling 25R Vendor Logo Hardware System Packaging-WW 44E ServeRAID-MR10i SAS/SATA controller 43W GB DDR RX8 LP RDIMM 44T Rack Kit 43V GBM- CMA 43V inch HDD Filler Bezel 44R UltraSlim Enhanced SATA Multi-Burner (Rambo) SYSTEM X3650 M2 PCI EXPRESS 46M PCI-Express 1x16 Riser Card for 2U 44X IBM 146GB 10K 6Gbps SAS 2.5-inch SFF Slim-HS HDD 42D BASE 44X System Common planar for 1U/2U 44E ServeRAID-MR10i Li-Ion Battery m, 10A/ V, C13 to IEC 320-C14 Rack Power Cable 39Y QUAD CORE INTEL XEON E M System code Group BoM 46M Internal SAS RAID - Setup by Customer 13M System Documentation and Software-US English 44E Firmware Setting Enhanced -BIOS 41Y Hardware requirements for HP DL 360 G7 server: Form Factor Rack Server (1 U Rack Height) Quad Core Intel Xeon E5620 at 2.40 GHz, 12MB L3 Cache Page 6

10 24GB (4GB x 6) DDR3 1333MHz Registered CAS-9 Memory Kit Integrated dual Gigabit Ethernet NICs Hot swappable power supplies, fans, and hard drives Internal SATA DVD RW drive RAID 1 configuration: Hot Pluggable 146GB/300GB 10K SAS HDD (qty 2) RAID 5 configuration: Hot Pluggable 146GB/300GB 10K SAS HDD (qty 3) Power supply: 460W HE 12V (qty 2) To order the G7 server from HP, the individual part numbers are listed in the following table: Model Features and Specifications Part # Qty HP DL360G7 CTO Chassis B21 1 HP E5620 DL360G7 FIO Kit L21 HP 4GB 2Rx8 PC R-9 Kit B21 HP 146GB/300GB 10K 6G SAS DP HDD B21 HP DL mm SATA DVD-RW Kit B21 HP 256MB P-Series Cache Upgrade B21 HP 650 mah P-Series Battery B21 HP 460W HE 12V Hotplg AC Pwr Supply Kit B Installing Avaya Proactive Contact 5.1 Dialer and Database on a fresh system In this release, LDAP is mandatory on all the Avaya Proactive Contact 5.1 dialers. This includes standalone as well as the podded dialers. In Avaya Proactive Contact 5.1, LDAP installation is done by Avaya Proactive Contact 5.1 Dialer installer script. To Install Avaya Proactive Contact 5.1 Dialer and Database 11g on a fresh system: 1. Install Avaya Proactive Contact 5.1 Linux ES Bootable version 5.5 (Material ID: ). For the installation procedure, refer to the Avaya Proactive Contact 5.1 Linux ES Bootable release notes. You can download the release notes from the Avaya Support site at NOTE: The time zone selected during the OS installation will override the default master.cfg setting for the TZ parameter. 2. Insert the Dialer installation DVD in the DVD drive of Linux machine. 3. Log in to the dialer from the console as sroot user. Page 7

11 4. Mount the DVD using the following command: NOTE: If you mounted the ISO image via FTP or using a USB drive, then you need not run the mount command again. mount /mnt/cdrom cd /mnt/cdrom 5. For LDAP installation and language selection for dialer, either provide the required parameters as inputs on command line or copy the install_template file from pc_tools directory of Avaya Proactive Contact 5.1 dialer ISO to /tmp. Then, edit the install_template file to provide the required values for the parameters. The contents of the install_template file with the default values are as follows. You can change the values of these parameters as required. Language:1 CountryName:GB StateorProvinceName:Berkshire LocalityName:Newbury OrganizationName:My Company Ltd OrganizationalUnitName: DOMAIN_NAME: NOTE: Specify the language in which you want to install the dialer from the following options: Language:1, where 1 indicates the English language Language:2, where 2 indicates the CHINESE_SIMPLIFIED language Language:3, where 3 indicates the FRENCH_FRANCE language Language:4, where 4 indicates the GERMAN language Language:5, where 5 indicates the ITALIAN language Language:6, where 6 indicates the JAPANESE language Language:7, where 7 indicates the KOREAN language Language:8, where 8 indicates the PORTUGUESE_BRAZIL language Language:9, where 9 indicates the RUSSIAN language Language:10, where 10 indicates the SPANISH_INTL language Page 8

12 The CountryName parameter must be of a maximum of two characters. You must provide a domain name. In case of pod setup, ensure that you enter the same domain name for all the dialers in the pod. If you are not using template based installation, then the Installer script displays a prompt to enter the values of above parameters on the command line. 6. Execute the PC5.1_Installer script using the following command:./ PC5.1_Installer The Installer will install the components in the following order: O.S.Updates Dialer Oracle 11g Midtier LDAP 7. After the installation of Proactive Contact 5.1, the script verifies all the installed packages. The following messages are displayed: Finished installing all DIALER and MIDTIER packages. Running post-install verification...dialer Post-install verification OK.. Installation verification complete. Summary:following components are installed - 1.O.S.Updates 2.Dialer Build Version 3.Oracle 11g 4.Midtier Build Version 5.LDAP After the successful verification, the system is rebooted automatically within one minute. The following prompt is displayed: Rebooting NOW.. 8. After rebooting, execute the following commands to remove the Dialer DVD from the Linux Machine: Page 9

13 cd / eject 9. For information on the patches released on top of Avaya Proactive Contact 5.1 and the procedure to install the patches, visit NOTE: Perform the post-installation procedures as detailed in the Post-installation section. 3. Upgrading to Avaya Proactive Contact 5.1 Dialer and Database This section describes the pre-installation and upgrade procedures for upgrading from Avaya Proactive Contact 5.0, Avaya Proactive Contact 5.0.1, Avaya Proactive Contact 5.1 Beta build, or the Scheduled Introduction ( ) build to Avaya Proactive Contact 5.1. In this release, LDAP is mandatory on all the Avaya Proactive Contact 5.1 dialers. This includes standalone as well as the podded dialers. In Avaya Proactive Contact 5.1, LDAP installation is done by Avaya Proactive Contact 5.1 Dialer installer script. If your system already has LDAP, then the installer will skip the installation of LDAP during upgrade. Customers using HP DL 385 G5 server might require additional memory to use the additional capacities and features introduced in Avaya Proactive Contact 5.1. Avaya Proactive Contact 5.1 Dialer does not support HP GL 385 G2 hardware. Customers using HP GL 385 G2 hardware might not be able use the new features introduced in Avaya Proactive Contact 5.1 Dialer; however, customers can continue to work with the capacities and features available in their existing systems. NOTE: Ensure that you do not have any pre-existing users with the same name as the new default users added in the Avaya Proactive Contact 5.1 release. For more information on the new default users added in Avaya Proactive Contact 5.1, see Administering Avaya Proactive Contact 5.1. If you have any such pre-existing user, your must first delete the user before upgrading to Avaya Proactive Contact 5.1. IMPORTANT: Before upgrading to Avaya Proactive Contact 5.1, ensure that the preexisting custom group, if any, exist on all the dialer in a pod and the group ID of the custom groups is the same Pre-installation Procedure You must perform the following procedures before upgrading to Avaya Proactive Contact 5.1 Dialer and Database: Take Mondo backup on a DVD. Stop all dialer processes, if they are running. Page 10

14 Take a backup of the pdscontrol and mtscontrol scripts in case they have any prior customizations. Take Mondo Backup NOTE: Mondo backup does not backup the /proc, /sys, /tmp directories and removable media like /mnt/floppy, /mnt/cdrom. If you have important data in any of these locations, ensure that the data is copied/backed up to a location other than the ones listed above. To take Mondo backup: 1. Log in to the dialer as sysadm user. 2. From the menu, type 3 to select Back up, restore and verify. 3. From the menu, type 2 to select Local back up/restore/verify. 4. From the menu, type 12 to select Create bootable backup. The system displays the following message: If you continue, all the PDS processes will be shut down while taking bootable backup. After completion of bootable backup, all the PDS processes will be started back up. If you want to continue and shut down all processes you must enter the word 'continue' here. 5. Type Continue. The dialer, mid-tier processes, and database are shutdown. 6. When prompted, insert DVD into the drive and select the DVD option from the menu. The mondo backup begins. 7. After the mondo backup is complete, the system displays the Would you like to start all processes? message. 8. Type n to exit without starting dialer processes. Stop dialer processes To stop all dialer processes: 1. Log in to the dialer as admin user. Verify whether the dialer processes are stopped by running the following commands: check_pds check_mts check_db 2. If the dialer process are running, then run the following commands: stop_pds stop_mts stop_db Page 11

15 NOTE: In case of secondary dialer in a pod, run only the stop_pds command. Take backup of pdscontrol and mtscontrol scripts To take backup of pdscontrol and mtscontrol scripts: 1. Log in to the dialer as admin user. 2. Run the following commands to take backup of pdscontrol and mtscontrol scripts: cp p /opt/avaya/pds/shell/pdscontrol /home/admin/pdscontrol cp p /opt/avaya/pds/shell/mtscontrol /home/admin/mtscontrol 3.2. Upgrading to Avaya Proactive Contact 5.1 Dialer and Database If you are using Avaya Proactive Contact 5.0 or Avaya Proactive Contact version, Avaya Proactive Contact 5.1 Beta, or the Scheduled Introduction ( ) build, then perform the following steps to upgrade to Avaya Proactive Contact 5.1 dialer: NOTE: Ensure that the maintenance cycles are not run through cron when you are upgrading the system. 1. Log in to the dialer as sroot user. 2. Insert the Dialer installation DVD in the DVD drive of the dialer. 3. Mount the DVD using the following command: NOTE: If you mounted the ISO image via FTP or using a USB drive, then you need not run the mount command again. mount /mnt/cdrom cd /mnt/cdrom You can also mount ISO image via FTP or using a USB device (Flash memory stick). However, in that case you must change the boot order as detailed in the Changing boot order if you install dialer from USB device section in this document. 4. For LDAP installation, either provide the required parameters as inputs on command line or copy the install_template file from pc_tools directory of Avaya Proactive Contact 5.1 dialer iso to /tmp and edit the install_template file. The template files contains the following LDAP parameters. CountryName: GB StateorProvinceName: Berkshire LocalityName: Newbury OrganizationName: My Company Ltd OrganizationalUnitName: Page 12

16 DOMAIN_NAME: NOTE: The CountryName parameter must be of a maximum of two characters. You must provide a domain name without adding.com. In case of pod setup, ensure that you enter the same domain name for all the dialers in the pod. If you are not using template based installation and LDAP is not installed, then the Installer script displays a prompt to enter the values of above parameters on command line. 5. Execute the PC5.1_Installer script using the following command:./ PC5.1_Installer Avaya Proactive Contact 5.1 Installer installs the following components in the order as listed: 1. O.S.Updates 2. Dialer 3. Oracle 11g 4. Midtier 5. LDAP 6. After the installation of 5.1, the installer performs the verification of all the packages. The following messages are displayed: Finished installing all DIALER and MIDTIER packages. Running post-install verification.. Dialer Post-install verification OK.. Installation verification complete. Summary:following components are installed - 1. O.S.Updates 2. Dialer Build Version 3. Oracle 11g 4. Midtier Build Version 5. LDAP 7. After the successful verification, the system is rebooted automatically within one minute. The following prompt is displayed: Rebooting NOW.. 8. After rebooting, execute the following commands to remove the Dialer DVD from the Linux Machine: Page 13

17 cd / eject 9. For information on the patches released on top of Avaya Proactive Contact 5.1 and the procedure to install the patches, visit Perform the post-installation procedures as detailed in the Post-Installation section. NOTE: If the system did not have LDAP before the upgrade, then after upgrading to Proactive Contact 5.1, the passwords of all the non-default users expire. Therefore, the system prompts all the non-default users to compulsorily change their passwords when they login for the first time after the upgrade. NOTE: After upgrade, the agent history files, that is <agentname>.hist, are regenerated. The agent history files are generated from the info.stat and tran.stat files. Therefore, the agent history file will have data for only for as many number of days for which the info.stat and tran.stat files are available. 4. Post-Installation Procedure After installing Avaya Proactive Contact 5.1 Dialer, verify the Dialer version. To verify the Dialer version, log in to the dialer as admin and verify the version of Avaya Proactive Contact 5.1 Dialer as displayed on the screen is Configuring the system for fresh installation To configure the system for fresh install: 1. Go to /opt/avaya/pds/etc directory. Edit the master.cfg file to set the following parameters: DBSERVERIP: IP address of the primary dialer DIALERID: ID number, which is a positive integar value of a maximum of 2 digits. NAMESERVICEHOST: primary machine host name from /etc/hosts PRIMARY: YES (In case of primary dialer only. Maintain the default value of NO in case of secondary dialer) WEBLMURL: WEBLM URL (For example, http,// ,8080/weblm/licenseserver:) NOTE: The IP address indicates WEBLM server IP address. Page 14

18 2. Execute the following command: manage_corba_users D <DIALERID> -A For example, manage_corba_users -D 10 -A NOTE: In Avaya Proactive Contact 5.1, the service accounts cust1, csroot, dadmin, and root are available only in the files database, that is, /etc/passwd Configuring a pod NOTE: Skip this section if you are upgrading from Avaya Proactive Contact 5.1 Beta or the Scheduled Introduction ( ) build. In this release, to set up the secondary dialer in a pod, it is mandatory to run the pod configuration utility on the secondary dialer. In addition to its past functionality, now the pod configuration utility also fetches the pubilc key of the rsync user from the Primary dialer and adds it to the authorized keys of the local rsync user. In case of upgrade, the pod configuration utility is run to fetch the public key of the rsync user from the Primary dialer to the all the secondary dialers in the pod. For more information on this procedure, see the Configuring the dialer in a pod section in the Implementing Avaya Proactive Contact 5.1 guide. If you are installing a fresh pod setup or upgrading an existing pod setup, perform the following steps on all the dialers in the pod: 1. Log in to the dialer as a sroot user. 2. Type menu install and press Enter. 3. On the installation and configuration menu, type 3 to select the Configure the system option. 4. Type 4 to select the Configure POD option. 5. Configure HA LDAP as prompted by the system only in case of fresh installation. To configure HA LDAP, see the Overview of HA LDAP section in the Implementing Avaya Proactive Contact 5.1 guide 6. The system displays various prompts to add all the dialers and corba users in the pod. Select the required options and then exit the menu. 7. After configuring HA LDAP, run the following commands on all the dialer in the pod to verify that the LDAP servers on all the dialers in the pod can communicate with each other: ldapsearch H ldaps:// <local-hostname>:636 ldapsearch H ldaps://<remote-hostname>:636 Where: <local-hostname> is the dialer on which the command is run. A list of all the users in the LDAP database on the dialer, on which the command is Page 15

19 executed, is displayed.<remote-hostname> are the other dialers in the pod. A list of all the users in the LDAP database on the remote dialers is displayed Customizing the pdscontrol and mtscontrol scripts NOTE: This procedure is applicable only if you are upgrading to Avaya Proactive Contact 5.1. This procedure is not required for fresh installation. After upgrading, you must copy all the customizations done in the older pdscontrol and mtscontrol script files to the new pdscontrol and mtscontrol script files. The backup of the pdscontrol script is located at: /home/admin/pdscontrol The backup of the mtscontrol script is located at: /home/admin/pdscontrol 4.4. Restoring the locale.cfg file NOTE: Skip this section if you are upgrading from Avaya Proactive Contact 5.1 Beta build or the Scheduled Introduction ( ) build. After upgrading to Avaya Proactive Contact 5.1, the customizations that you might have done in the locale.cfg are overwritten by the PC5.1 installer script. The backup of the locale.cfg file is available at location is as follows: /opt/avaya/pds/pre_pc51_ /opt/avaya/pds/config To customize the locale.cfg file: 1. Log in to the dialer as a sysadm user. 2. From the Administrator Main Menu, select Administrative tasks > Edit area codes/prefixes menu Configuring the ENFORCER parameter for enforcer binary The purpose of making the enforcer parameter adjustable is to allow flexibility and robustness when the dialer is not co-resident with WebLM and the network environment is not optimal. The parameter in master.cfg is as follows: ENFORCER:initial_timeout=4,retry_max_count=2,retry_delay_secs=3 These values control the enforcer's internal IPC message wait time, the maximum number of retries before giving up, and the delay in seconds between retry attempts. The values shown above are the default values internal to the program. Changing them here will override the default values in the program. Page 16

20 initial_timeout: Specifies the duration, in seconds, for which enforcer should wait for a response after sending a message to WebLM. Minimum value: 1 Maximum value: No maximum limit recommended, but realistically seconds. retry_max_count: If WebLM does not respond within the initial timeout period, WebLM will attempt to resend the message up to the maximum count specified by this parameter. Minimum Value: 0 Maximum Value: No maximum limit recommended, but realistically 5-10 retries. retry_delay_secs: Specifies the duration required to wait between the message resend attempts. Minimum Value: 0 Maximum value: No maximum limit recommended, but realistically seconds Determining maximum message size for voice messages NOTE: This procedure is not required if the AUDIOMSG_PG230 MAXBYTES parameter in master.cfg has already been updated to consider the dialer prompts byte size. The maximum message size for a dialer is determined by the value of the AUDIOMSG_PG230 MAXBYTES parameter in the master.cfg. This value also includes the size of the default dialer prompts available in the /opt/avaya/pds/switch/prompts directory. As a result, the available message size for the dialer needs to be reduced by the size of the dialer prompts. For example, if the value of the AUDIOMSG_PG230 MAXBYTES parameter is X bytes and the size of the dialer prompts is Y bytes, then the actual available message size for the new voice messages is X minus Y bytes. To calculate the available maximum message size for the AUDIOMSG_PG230 MAXBYTES parameter : 1. Log in to the dialer as an admin user. 2. Go to /opt/avaya/pds/switch/prompts directory using the following command: cd /opt/avaya/pds/switch/prompts 3. List the contents of this directory and sum up the byte size of all the dialer prompts that are displayed. 4. Subtract the above-calculated sum value of the dialer prompts from the value that is assigned for the AUDIOMSG_PG230 MAXBYTES parameter. The default value for the AUDIOMSG_PG230 MAXBYTES is bytes. Page 17

21 The final value is the available message size on the dialer that is available to the default tenant or can be assigned to the tenants on the dialer. In case of pod, you must perform this procedure on all the dialers in the pod Configuring text case for downloading or uploading calling list In the Editor, while downloading or uploading a calling list, you can select a case to which you can convert your calling list data. The available options are Upper case, Lower case, and Title case. In this release, you can disable the text case parameter that converts the case of the calling list data. By default, the text case is enabled. However, you can disable the text case parameter. To disable the text case parameter: 1. Go to opt/avaya/pds/config directory. 2. Open the case.conf file. 3. Set the value of IGNORECASE parameter to YES. By default, it is : IGNORECASE:NO 4.8. Migrating the calling list You must perform this procedure only in case of upgrade to Avaya Proactive Contact 5.1. Also, skip this section if you are upgrading from Avaya Proactive Contact 5.1 Beta build or the Scheduled Introduction ( ) build. You must have sufficient free disk space to ensure successful backup. For example, if the calling list size is 1GB, then ensure that you have 2GB of available disk space before starting the migration process. To take the back up and migrate the calling lists, run the following script: Go to /opt/avaya/pds/tools/shell Command: cd /opt/avaya/pds/tools/shell 4.9. Installing WebLM Execute the script update_clist Command:. /update_clist For Avaya Proactive Contact 5.1 release, you need to install the WebLM. For information on installing WebLM, see WebLM 4.7 for Avaya Proactive Contact 5.1 on the Avaya Support site: 38Hhttp://support.avaya.com Configuring settings for Russian timezone If your dialer is configured for Russian time zone, you must make the following changes manually in case of both fresh install and upgrade to Avaya Proactive Contact 5.1. Page 18

22 Change the value of the TZ parameter as follows: 1. Log in as an admin user on the dialer. 2. In the master.cfg file, change the value of TZ parameter from TZ:MSK-3MSD to TZ:MSK-4. To change the value, run the following command: sed -i 's/^tz:msk-3msd/tz:msk- 4/' /opt/avaya/pds/etc/master.cfg If Russian time zone is configured, the installer changes the + symbol to the character s. You must change the s character back to the + symbol in the timezone.cfg file as follows: 1. Log in as an admin user on the dialer. 2. Run the following command: cd /opt/avaya/pds/config 3. Edit the timezone.cfg file by running the following command: vi timezone.cfg 4. Change the entry that is labeled as Special: From : s:особый:-4:msk-4:0-6:00.00:23.59 To +:Особый:-4:MSK-4:0-6:00.00:23.59 NOTE: If your dialer is configured in English language but for Russian time zone, then change the entry from: s:special:-4:msk-4:0-6:00.00:23.59 to +:Special:-4:MSK-4:0-6:00.00: Save the timezone.cfg file Starting up the Dialer processes 1. Start the database by running the following commands as an admin user on the primary dialer: start_db check_db Verify that all the database processes are running. NOTE: Skip Step 2 if you have upgraded the system from Avaya Proactive Contact 5.0 or Avaya Proactive Contact or Avaya Proactive Contact 5.1 Beta or the Scheduled Introduction ( ) build. 2. Run the following command on the primary dialer only in case of fresh installation: gennis Page 19

23 StartThinAgent mig_gennis 3. Run the Mid-Tier software by running the following commands on the primary dialer: start_mts check_mts Verify that all the Mid-Tier processes are running. NOTE: Skip Step 4 if you have upgraded the system from Avaya Proactive Contact 5.1 Beta or the Scheduled Introduction ( ) build. 4. Run the following command: tmigration NOTE: You must run tmigration on a single dialer as well as on podded dialers. In case of a pod, you must run tmigration on both primary and secondary dialers. 5. Start the Dialer software by running the following commands on the primary dialer: start_pds check_pds 6. Run the following commands on the secondary dialer: start_pds check_pds Verify that all the Dialer processes are running. After performing the post-installation procedure, you can start using the system. However, for more required configurations, see Implementing Avaya Proactive Contact 5.1 guide available on the Avaya Support site: 5. Uninstalling Avaya Proactive Contact 5.1 Dialer To revert the system to the previous version of Avaya Proactive Contact, use the Mondo backup. 6. Enhancements The following enhancements have been included in Avaya Proactive Contact 5.1 Dialer and Database Multitenancy Using Multitenancy, you can create various tenants on the Dialer. Within these tenants, you can administer and use dialer and its functionalities so that each tenant performs Page 20

24 actions on the dialer without hampening the work of other tenants working on the dialer. Therefore, each tenant, can work in the capacity of individual dialer while residing on the same setup. You can allocate campaigns, agents, calling lists, schedules, agent keys, and other components to the tenants. Multitenancy is an optional feature in the new release. You can continue to use Avaya Proactive Contact as the default resource group, without multitenancy. The other new features in this release such as, increased dialer support and out of time zone cellphone support are available in both tenatised and non-tenatised environments Increased dialer support in a pod In the current release, the number of dialers that you can include in a pod setup have been increased to 10 from Support for Oracle 11g The Proactive Contact database has been upgraded to Oracle 11g. The Oracle version on the dialer is The Oracle version on the Supervisor application is The Analyst reports have been upgraded to Crystal Reports Access Security Gateway Access Security Gateway (ASG) is a challenge and response protocol that eliminates the need for a shared password. Avaya Services supports ASG. The craft and sroot accounts require ASG authentication. 7. Customer found defects, known issues and workarounds, troubleshooting, and improvements For information on issues and improvements included in Avaya Proactive Contact 5.1 release, see the List of Fixed Issues, Improvements, Known Issues and Workarounds, and Troubleshooting for Avaya Proactive Contact 5.1 document on the Avaya Support site: 8. Avaya Technical Support contact information You can contact Avaya Proactive Contact Technical Support through the Internet, , and 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 Page 21

25 Asia/Pacific Regional Support Center / and (India) For details on contact information, visit: 9. Copyright information 10. Appendix This product includes software developed by the OpenSSL Project for use in the OpenSSL Toolkit( This product includes cryptographic software written by Eric Young (eay@cryptsoft.com) This product includes software developed by the Apache Software Foundation ( Appendix 1: Support for Avaya Proactive Contact Interoperability This appendix includes information related to the interoperability versions of various products supported with Avaya Proactive Contact 5.1 Dialer. The following products support Avaya Proactive Contact 5.1: Avaya Secure Access Link (SAL) version 1.5 and above. Avaya Application Enablement Services (AES) For AES and above, the CTI link for communicating with Avaya Proactive Contact should be selected as secured. Avaya Communication Manager (CM) 6.0, 6.1, 6.2, and Avaya WebLM version 4.7 Avaya Interactive Response (IR) NGCC PAB with AACC 6.1 SP2, 6.2, 6.3 MBT and CS1K in two configurations (SIP Link and AML) Avaya IQ Appendix 2: Avaya Proactive Contact 5.1 Dialer with 4.2 Event SDK If you want to use Avaya Proactive Contact 4.2 Event SDK with Avaya Proactive Contact 5.1 Dialer, then you need to update the certificates to connect to Avaya Proactive Contact 5.1 Dialer. You can get certificates from Avaya Proactive Contact 5.1 Dialer. To update the certificates: 1. Close any running Event SDK client application. 2. Take a backup of the existing key/certificates files. Page 22

26 3. Copy the key/certificate files from Dialer available under /opt/avaya/pds/openssl/ to the location where your Event SDK client certificates are located. Depending on the client, that is either C++ or Java, copy the CORBA key/certificates or Java keystore file respectively Appendix 3: Avaya Proactive Contact 5.1 Dialer with 4.2 Agent API If you want to use Avaya Proactive Contact 4.2 Agent API client with Avaya Proactive Contact 5.1 Dialer, then you need to update the certificates to connect to Avaya Proactive Contact 5.1 Dialer. You can get certificates from Avaya Proactive Contact 5.1 Dialer. To update the certificates: 1. Close any running Agent API client application 2. Take a backup of the existing key/certificates files. 3. Copy the key/certificate files from dialer available under /opt/avaya/pds/openssl/ to the location where your Agent API client certificates are located. NOTE: The files corresponding to agentclient_key.pem and agentclient_cert.pem (in case the names of these files have been changed in %WINDIR%\moagent32.ini configuration file) on the Dialer are named as agent_key.pem and agent_cert.pem respectively. NOTE: If you do not have access to Avaya Proactive Contact 5.1 Dialer, contact Avaya Professional Services, Support, or service provider to obtain the key/certificates Appendix 4: Changing boot order if you install dialer from USB device If you install the dialer from USB, at the mandatory re-boot after the Dialer installation completes, the server fails to boot up and displays a message regarding illegal op-code. To avoid this issue, you must change the boot order. To change the Boot order: 1. When the server is booting up, press F9 to enter the BIOS setup. 2. Navigate to the Boot Sequence section. 3. Select Hard Disk and move it up in the list, so that it appears above the USB devices option. 4. Ensure that the CD/DVD option is the first priority in the boot sequence. Page 23