IP Office Contact Center, 9.1.6(FP) - Release Notes

Transcription

1 IP Office Contact Center, 9.1.6(FP) - Release Notes 5 April 2016 Contents Contents... 1 Document changes... 2 Introduction... 2 Installation... 2 Product compatibility... 2 Required patches... 2 File list... 2 Backing up the software... 2 Installing the release... 3 Installing IPOCC Server using ISO... 3 OVA Deployment... 4 IPOCC Turnkey Hardware Appliance... 4 Upgrade... 4 Upgrade instructions from IPOCC 9.1.x... 4 Upgrade instructions from IPOCC 9.0.x... 5 Note regarding upgrade from IPOCC Note regarding upgrades... 5 Upgrading IP Office Contact Center Client... 6 Uninstall IPOCC (FP)... 6 Configuring Windows browser clients to accept certificates... 7 Restoring software to previous version... 8 Functionality not supported... 8 What s new... 8 Fixes... 9 ` Known issues and workarounds Languages supported Documentation errata Contacting support Contact Support Checklist

2 Document changes Date Description 3/2/16 Release Notes for IP Office Contact Centre R9.1.6(FP) GA 3/17/16 Added 2 missing CFDs in the list of resolved issues. Introduction This document provides late-breaking information to supplement IP Office Contact Center software and documentation. For updated documentation, product support notices, and service pack information, go to the Avaya Support site at Installation Product compatibility For the latest and most accurate compatibility information go to Required patches Find interoperability and compatibility information at the following location: Download ID Patch Notes File list Filename Modification time stamp File size Version number Backing up the software Please follow instructions for backup as mentioned in the Maintenance Task Based Guide on support.avaya.com. Before an upgrade can start all IPOCC processes have to be stopped: Close IPOCC User Interface on IPOCC server and all Client PCs. 2

3 To stop all IPOCC server components open Adminstrative Tools -> Services, select IPOCC Watchdog and stop this service. Observe components in TTConsole. On the left hand panel are the running processes shown. This may differ from what is shown in TTDisplay for some Java processes. This is because TTDisplay sees only the process started by Watchdog and for some Java processes this is only the wrapper which starts the JVM and not the Java process itself. When a hanging process is identified in TTConsole take the PID of this process which is shown in the left hand panel of TTConsole, go to the Windows Task Manager and stop the process with this PID. In some cases it happens (especially in case of upgrading from 9.0.3), that watchdog was not able to stop some IPOCC processes like chap or chapsync completely. To check make sure that no service with name prefix IPOCC is in state running or stopping. Check also in Windows Task Manger, if a process with name CHAP- Server is running; if so, end task in Task Manager. Make sure that no open database connections: check in PostgreSQL too pgadmin3.exe -> menu Tools -> Database Server Status: there should only the entry pgadminiii-browser occur, close pgadmin tool before starting the upgrade! Installing the release New installation and upgrade from any versions of IPOCC9.1.x and IPOCC9.0.x are supported. It is recommended to upgrade to the latest Service Pack or Critical Patch before upgrading to this release. For information about patches and product updates, see the Avaya Technical Support Web site Installing IPOCC Server using ISO Mount or unzip the IPOCC ISO Install vcredist_x86_2008.exe, vcredist_x86_2010, vcredist_x64_2008.exe and vcredist_x64_2010.exe (folder Server\IP Office Contact Center) Start IPOCC SetUpWizard from \Server\IP Office Contact Center\SetUpWizard Select Complete Add your PostgreSQL password Password complexity rule: Minimum password length 8. Minimum password complexity: 'Medium' (i.e. two code point sets, e.g. upper + lower) Default folder is C:\..., you can change this if necessary Reboot After Reboot the automatic watchdog configuration is running, when finished open TTDisplay (Start menu -> Avaya IP Office Contact Center -> Trace System) and check if all components are running. Note: until no licenses are installed the component SMTPConnector (Runlevel 14) will stop automatically (symbol in TTDisplay becomes red) and restarted by watchdog again. This behavior is correct. Install license: open Internet Explorer on IPOCC Server and connect WebLM: of IPOCC Server>:8443/WebLM Please note the upper and lower letters in WebLM! Login as user admin and Password weblmadmin, you have to change the password. After this a new logon with the new password is necessary Select Install license and Browse to your license file, click on install Click on Licensed Products : Select CIE to check your licenses 3

4 OVA Deployment IPOCC9.1.6 is delivered as ISO only, no OVA available. To use an OVA installation proceed as follows: Deploy IPOCC OVA (Details see manual IP Office Contact Center Installation Task Based Guide ) After AdjutsHostName is executed upgrade to the latest IPOCC Version using the IPOCC ISO. Continue the installation steps as per documentation. IPOCC Turnkey Hardware Appliance IPOCC9.1.6 is delivered as ISO only. The IPOCC appliance is still delivered. It contains a fully staged, pre-installed contact center server application complete with an R220 or R630 server platform, permanent Windows 2012 R2 OS license, and IP Office Contact Center core software R All that needs to be added is the IPOCC Base license, voice agent, multichannel agent, and/or supervisor licenses to complete the IPOCC solution. After AdjutsHostName is executed upgrade to the latest IPOCC Version using the IPOCC ISO. Upgrade Before an upgrade can start all IPOCC processes have to be stopped: Close IPOCC User Interface on IPOCC server and all Client PCs. To stop all IPOCC server components open Adminstrative Tools -> Services, select IPOCC Watchdog and stop this service. Observe components in TTConsole. On the left hand panel are the running processes shown. This may differ from what is shown in TTDisplay for some Java processes. This is because TTDisplay sees only the process started by Watchdog and for some Java processes this is only the wrapper which starts the JVM and not the Java process itself. When a hanging process is identified in TTConsole take the PID of this process which is shown in the left hand panel of TTConsole, go to the Windows Task Manager and stop the process with this PID. In some cases it happens (especially in case of upgrading from 9.0.3), that watchdog was not able to stop some IPOCC processes like chap or chapsync completely. To check make sure that no service with name prefix IPOCC is in state running or stopping. Check also in Windows Task Manger, if a process with name CHAP- Server is running; if so, end task in Task Manager. Make sure that no open database connections: check in PostgreSQL too pgadmin3.exe -> menu Tools -> Database Server Status: there should only occur the entry pgadminiii-browser, close pgadmin tool before starting the upgrade! Upgrade instructions from IPOCC 9.1.x Mount IPOCC ISO and copy complete structure locally to server Start SetupWizard (in subfolder \Server\IP Office Contact Center) Click Update Enter the database password After update finished, reboot After reboot and logging back in on the server, the wdconfigwizard will start automatically and adjust the watchdog configuration. Than the new watchdog configuration will loaded and the watchdog restarted with new configuration. 4

5 Upgrade instructions from IPOCC 9.0.x Mount IPOCC ISO and copy complete structure locally to server Install Microsoft runtime vcredist_x64_2010.exe (in subfolder \Server\IP Office Contact Center) Migration of Sybase Database: Run \Utilities\DatabaseMigrationTool.exe Click install: PostgreSQLx setup will be called Add PostgreSQL password Password complexity rule: Minimum password length 8. Minimum password complexity: 'Medium' (i.e. two code point sets, e.g. upper + lower) Remember the password, you will be asked later again Database Migration tool will be installed In last dialog Completed : mark Launch IP Office Database Migration Tool an click Finish Run DataMigrationApp.exe (folder C:\Program Files (x86)\avaya\ipocc) in case not launched automatically by setup) Enter DB password for Sybase click GetDatabaseList enter password for PostgreSQL end click Test connection Start Migration After all databases are migrated a dialog appears, asking Do you want to stop Sybase service -> click yes ( Sybase services are set to Startup Type Manual ) After DataMigrationTool finished successfully, Start SetupWizard (in subfolder \Server\IP Office Contact Center) Click Update Enter the database password if prompted After update finished, reboot o After reboot the wdconfigwizard will start automatically and adjust the watchdog configuration. Than the new watchdog configuration will loaded and the watchdog restarted with new configuration. Note regarding upgrade from IPOCC IPOCC systems need to be upgraded as a minimum to first. Note regarding upgrades After upgrading an IPOCC the watchdog configuration will be adjusted automatically. Components which are new in IPOCC are added and changed service names are modified. 5

6 Note: in case for some components special start parameters are used, they will be reset to default values after upgrade When upgrading the IPOCC software (especially in Cloud), the location of the WebLM Server gets overwritten if the Licensing or CCUI components are upgraded. There are possible workarounds: If using the latest Cloud image, run Repair.cmd as Administrator from the C:\IPOCC\GoogleSetup folder (this can be done after every upgrades) If not using the latest Cloud image, modify license server entry in registry by calling the license client setup on IPOCC Server: Go to control panel -> Programs Open LicenseClient.msi with Modify, enter <OSS Server IP Address> for hostname of WebLM and Port You can also modify the entry in WebAdmin: goto Menu System ->License, in field WebLM address enter the correct hostname and Port where WebLM is running Upgrading IP Office Contact Center Client Mount or unzip IPOCC iso file Go to folder \Client Double click Contact Center User Interface.msi Uninstall IPOCC (FP) Close all IPOCC application (ttrace console, ttrace display, IPOCC UI) Make sure all IPOCC server processes are stopped. To stop all IPOCC components open Adminstrative Tools -> Services, select IPOCC Watchdog and stop this service. Make sure service IPOCC PostgreSQL9.3 is running Control panel -> Programs and Features Uninstall all Programs IP Office Contact Center xxx except IP Office Contact Center PostgreSQL 9.3 Uninstall IP Office Contact Center PostgreSQL 9.3 Note: uninstall mechanism do only remove files and folders which are created during installation, folder and files which creating during runtime of IPOCC (logs or similar) are not removed automatically After uninstall all components: Check the Services. Execute following commands as System administrator If the service IPOCC Address Book Server is available, then enter: sc delete "Address Book Server" If the service IPOCC Chat Server is available, then enter: sc delete "ChatTaskserver" If the service IPOCC Statistic Generator is available, then enter: sc delete "Avaya Statistic Generator Server" If the service IPOCC UM DB-Server is available, then enter: sc delete "C3000 DB-Server" If the service IPOCC UM LNA-Server is available, then enter: sc delete "C3000 LNA-Server" 6

7 If the service IPOCC VEA is available, then enter: sc delete "Avaya VEA" Configuring Windows browser clients to accept certificates This procedure applies to the certificates installed on the server through the IPO Web Control generation process. The exact procedure depends on the browser, but it very similar for Google Chrome and Internet Explorer. Google Chrome 1. Browse to the IPOCC site. Select the icon with the red cross next to in the address bar and select the Certificate Information link. 2. On the certificate dialog, select the Certification Path tab, click the top node in the tree and then select the View Certificate button. 3. On the second certificate dialog, select the Details tab, then select the Copy to File button. 4. Select Next twice on the wizard, then select the Browse button to choose a folder, e.g. the Desktop and enter a filename. Select Save, then Next, then Finish. 5. Select OK on the message box. Select OK on both certificate dialogs. Close the browser completely. 6. Locate the file from step 4 in Windows Explorer, right click on it and select Install Certificate. Select Next, then the Place all certificates in the following store radio button. Select the Browse button, and then select the Trusted Root Certification Authorities node in the root. 7. Select OK, then Next, then Finish. Click Yes on the Security Warning dialog, then OK on the message box. 8. You may delete the file created at step 4 using Windows Explorer. 9. You should now be able to browse all of the IPOCC sites using the hostname or IP address without certificate warning. Other user accounts on the same client machine will need to perform this process. Internet Explorer 1. Browse to the IPOCC site. Select the Continue to this website link with the white cross on red background in the browser frame and then select the Certificate error link at right of the address bar. Select the View Certificates link. 2. Proceed as steps 2-8 above for Google Chrome. 3. You should now be able to browse all of the IPOCC sites using the hostname without warning; using the IP address will still show a certificate error in the address bar. Other user accounts on the same client machine will need to perform this process. Mozilla Firefox 1. Browse to the IPOCC site. Select I understand the risks in the browser frame. Select the Add Exception button. 2. On the dialog, select the View button. On the second dialog, select the Details tab. Select the top, root node in the Certificate Hierarchy list to highlight the top row, then select the Export button. Choose a folder, e.g. the Desktop and ensure the file has a.crt extension. Select Save, then select Close and Cancel on the dialogs. 3. pop-up. 7

8 4. Select the Certificates tab, then the View Certificates button. Select the Authorities tab, then the Import button, then browse to the file created at step 2. Select Open. 5. On the dialog, check the Trust this CA to identity web sites box, then select OK. Select Close on both dialogs. Close the browser completely. 6. You may delete the file created at step 2 using Windows Explorer. 7. You should now be able to browse all the IPOCC sites using the hostname or IP address without certificate warning. Other user accounts on the same client machine will need to perform this process. Restoring software to previous version Please refer to the Maintenance Task Based Guide for details on this procedure. Functionality not supported For more details see manual Avaya IP Office Contact Center Reference configuration. What s new The following table lists the enhancements in IP Office Contact Center, 9.1.6(FP) and is cumulative since the last major/minor release showing the most recent release first and oldest release last. Chrome Packaged Application for IPOCC (Voice only) IPOCC Web Page IPOCC - Migrate Wallboard from CCR IPOCC Cloud Deployment IPOCC expanded language support IPOCC Installation and Administration Simplification IPOCC Security Enhancements IPOCC Custom CRM Connectors Ability to store the picture of each IPOCC User IPOCC integration for Web Portal IPOCC support in Google Cloud R210 Turnkey Server Migration to R220 Turnkey Server IP Office CC interface with OSS for Cloud reference Architecture WebLM Integration 8

9 Chrome Packaged Application for IPOCC - Chat Chrome Packaged Application for IPOCC - Chrome Browser Support of IPOCC Chrome app On non-chrome Devices Support for Powered IPOCC Testing for Additional Cloud Constructs Plantronics headset integration (Chromebooks only) Migration from R620 Server to new platform Use IPO XMPP Server for Chat in the Cloud Method to store/retrieve archive in Cloud Simplify customer Web Page integration for Chat Serviceability Enhancements. Fixes The following table is cumulative since the last major/minor release showing the most recent release first and oldest release last. ID Minimum Conditions Visible symptoms IPOFFICE IPOFFICE IPOFFICE IPOFFICE IPOFFICE IVR allowing customer to transfer to extensions Incoming call answered on IPOCC GUI and transferred to another topic that has more than one agent configured. Functional IPOCC setup IPOCC 9.0 system IPOCC system configured to force agents to include a Job Code on completing a call When calling into an IVR and using DTMF to invoke transfers, caller cannot complete the transfers as DTMF digits do not reach the server The transferred call does not go to next agent if first agent does not respond. It goes to VM instead TCP Connection error 104. Callers get dead air and system stops processing calls with connection lost to PBX message on IPOCC GUI Upgrade to 9.1 fails with DB errors Intermittently Job Code window shows NO job codes and hence agents cannot take new calls until they log out IPOFFICE- IPOCC using IVR with Incoming calls receive 5-6 seconds of dead air. 9

10 ID Minimum Conditions Visible symptoms dial by name and using WAV formatting for recording IPOFFICE IPOFFICE IPOFFICE IPOFFICE IPOFFICE IPOFFICE IPOFFICE IPOCC using IVR IPOCC 9.0 system IPOCC 9.0 system using Auto Attendant IVR IPOCC 9.0 system IPOCC 9.0 system IPOCC 9.0 system IPOCC 9.0 system IPOCC 9.0 system IPOCC 9.1 system IPOCC 9.0 system IPOCC 9.0 system IPOCC 9.0 System IPOCC 9.1 System IPOCC 9.1 System IPOCC 9.1 System Calls get stuck in Welcome script and are not delivered to agents SIP connection between IPO and IPOCC fails intermittently and CHAP server need to be restarted. IPOCC stops playing announcement at the very start of the Auto Attendant IVR, watchdog has to be restarted to recover Generating a report sometimes gives SQL error in service window. Under load for an incoming call which is in queue proper message is not played (initial message instead of still queued) Agents getting logged off due to a crash in TaskServer TTrace logs show dropped calls because TaskServer did not respond. Wait time incontact Detail Reports is incorrect when call is not answered by the first agent in the group When an agent is logged in into the UI and the agent logout short code is entered from a deskphone, the agent UI stops working DST time change is not updating configured block times due to which calls are being presented an hour later. The customer is using the UI realtime display to monitor the number of calls queuing against each of their topics. If a call queuing on a topic is cleared at the moment IPOCC attempts to transfer it to an agent it gets stuck on the realtime display. Agent makes outgoing call and Supervisor sets break time for agent and logs agent off. When agent ends call he or supervisor cannot end breaktime Dialling into an IPOCC system caller gets busy tone due to connectivity issue with PBX. Voic call back to Agents had no audio, but normal callers in queue had audio when they connected to an agent. Service interruption due to error Chap Server lost connection IPOCC 9.1 System Calls were stuck in first announcement script of active call 10

11 ID Minimum Conditions Visible symptoms 5202 flow and did not move to next logic element until announcements are deleted and added back IPOCC 9.0 System IPOCC 9.0 System IPOCC 9.1 System IPOCC 9.1 System IPOCC 9.1 System IPOCC 9.1 System IPOCC 9.0 System Agents intermittently show lost connection to PBX. IVR ports lock up and calls to topics with IVR return busy IPOCC CHAP Server disconnects Real time statistic totndoneshift counter doesnt increment when a call is xfered unsupervised by agent to topic After upgrade from 9.0 to 9.1 customer is unable to make configuration changes in UI with error saying that changes could not be saved in database. IPOCC stops processing calls every 2-3 days. Route and queue devices reset to 0. IPOCC intermittently stops answering incoming SIP calls.same root cause as 6423 with a thread going to deadlock and calls don t get transferred to IVR properly ` IPOCC 9.1 System IPOCC 9.1 System IPOCC 9.1 System IPOCC 9.0 System IPOCC 9.1 System IPOCC 9.1 System IPOCC stops answering incoming SIP calls (same as 6522) Excel file for agent status report contains optional characters between First Name and Last name Service interruption due to task server crash IPOCC Task Server reset and agents get logged out as a result. IPOCC body text search fails The UI Agent history shows the time of calls almost 9 hours ahead of the actual time they are received. Known issues and workarounds Functional area Visible symptoms Workaround Telephony Calls that have been targeted at the IPOCC can not be To enable enter a NoUser 11

12 Functional area Remote Access Localization Wallboard Wallboard Wallboard Visible symptoms parked once they have been answered Wrong hostname delivered in case of using UI via Remote Desktop In IP Office Contact Center only languages using Latin character set are supported. Object Names with Special characters like accents or Arabic, Chinese or Thai words cannot imported with the configuration spreadsheet correctly. The following list shows the countries/regions with non-latin languages which are affected: UAE Kuwait Indochina A license is required for each Wallboard instances Must run on a supported browser (IE, FF or Chrome) from a Windows PC (Windows 7 or 8.1) To start open URL or o A Microsoft window appears to install Microsoft Silverlight, click to install. In case the security setting disallow the download from the Client, where the Wallboard should run, download Silverlight_x64.exe on other computer and copy to the PC, where Wallboard should run and install Silverlight. o After installation start URL again (or refresh the page), on the web page click on hyperlink Walllboard, a dialog Wallboard Login appears. Login with an IPOCC User account with monitoring privileges (Administrator, Supervisor). o Security warnings may display for the first use in Firefox and Chrome and it may need to be allowed either per run or always according to user preferences. Workaround source number into the IP Office configuration. The NoUser source number that allows calls to be parked is: ACCS_FEATUREMASK= In case connected to server/client via Remote Desktop: it is recommended to start the User Interface AvayaCCMain.EXE with start parameter noterminalserverclient 12

13 Functional area Wallboard Wallboard Web Admin Configuration Spreadsheet Configuration Spreadsheet Configuration Spreadsheet Configuration Spreadsheet Reporting Visible symptoms The description of the templates are in English only In the event of Silverlight crashes, the latest plug-in version ( at time of writing) should be installed and it may be beneficial to disable Hardware acceleration in the Animation and Windows Settings dialog or to upgrade display drivers if available. When a system is configured using the Web Admin, there are no configuration settings for large systems like there is when using the spreadsheet. If a system supporting more than 100 agents is configured, the following adjustments must be done to the configuration using the IPOCC UI: o Under Configuration - CHAP Server - CHAP adapter - IPO-SIPEXT-IP-1 - CHAP adapter line - in the General tab, set the Number of channels: 300 and range of call numbers: ; o Under Configuration - CHAP Server - CHAP adapter - IPO-SIPEXT-IP-1 - CHAP adapter line - in the General tab, set the range o Under Configuration - CHAP Server - CHAP adapter - IPO-SIPEXT-IP-1 - CHAP application resource VEA, set 50 channels for topics and 200 for queue o Under Configuration - CHAP Server - CHAP adapter - IPO-SIPEXT-IP-1 - CHAP application resource IVR, set 50 channels for IVR o Under Configuration - Queue Devices I added 200 (including the already existing ones) IPO version is not visible in the spreadsheet because it is no longer required. If the Create Data Import button is inactive in the configuration Excel spreadsheet, it is likely caused by a Microsoft patch from December See the following KB article: With the FixIt tool from this article, the problem can be solved. The hostname should not exceed 30 characters After assigning an Agent group to several Agents when using copy/paste or auto complete, the entry in the fields of Agent group in the Agent tab or on profile tab are displayed in red like an error. This can be ignored The report definition includes a timeframe combined with some restrictions for this timeframe and the result must be a valid time window to create a Report. In the case the defined Workaround 13

14 Functional area UI Exporter Chat Chat Chat Chat Visible symptoms restriction excludes the given timeframe completely there is no valid time window to generate a report. In this case the client will freeze. Depending on the interfaces (IPOCC UI, Chrome App, CRM Plug-in) used when trying to login using the same Agent ID, different inconsistent behavior could be observed. Always make sure to logoff from the current device before logging in again using a different UI. In case an IPOCC server with routing and configured Archiving is upgraded, the automatic exporting from Archive database and zipping begins immediately after restart of the system. Please note that in case of huge amount of archived mail the system may be under high load. Configuration changes for chat taskserver are only applied after service restart. Please refer to the /Chat Task Based Guide for details. In case Chat Taskserver cannot connect to XMPP server due to a wrong configured password, proceed as follows: correct password in topic configuration, restart watchdog In case Chat Taskserver cannot connect for all topics the XMPP user it could result in a possible memory leak When using IP Office XMPP Server for chat one has to disable archiving on IP Office site. Following commands have to be executed as root on IP Office Server: o GETTER: o curl ArchiveEnabled o o returns <?xml version="1.0" encoding="utf-8"?> o <MessageArchiveEnabled>true</<MessageArchive Enabled> o SETTER o curl -X POST ssagearchive=false Workaround Remove the topics not in use or the chat capability of the topic. o Openfire does NOT need to be restarted after disabling archiving. 14

15 Functional area Chat Visible symptoms o Restrictions: 1)These curl commands must be executed on the IPO server where Openfire is running otherwise they return HTTP FORBIDDEN 2) Openfire must be running when these commands are executed After several unsuccessful login attempts, onex Portal blocks topic XMPP user. If topic XMPP password is wrong, chat taskserver tries to login the XMPP user every 10 secs, so as per default security settings (GCE), the account will be blocked.(5 attempts are allowed) Registration will not be possible, even if the correct password is entered. In order to unblock the account, end user needs to access IPO Manager and change the setting for Account status from Locked - password error to Enabled. Workaround Chat Possible memory leak in case of using end scripts Do not configure an end script at the chat topic IPOCC OVA installation IPOCC with Outbound IPOCC with In case IPOCC server was delivered as OVA it could happen that the time zone configured in Operating system (Windows) is different than the time zone configured in postgres. With the new tool PostgresTimezoneAdjuster.exe the time zone in PostgreSQL can be adjusted to the server time zone. Proceed as follows: Copy the files PostgresTimezoneAdjuster.exe and the data file windowszones.xml from the folder Utilities in the ISO into a local folder on the IPOCC server. Open command window elevated (run as Administrator), change directory to the folder where PostgresTimezoneAdjuster is stored. Start PostgresTimezoneAdjuster.exe without any parameter For running dialer campaigns of type mechanic the following configuration of the SIP extension in IPO Manager is necessary o User record requires the user Rights to be set to "Application" for the SIP extension o Application user rights group must have the Application Servers Group tick box checked. o For upgraded systems from 9.0.x or 9.1.x the configuration has to be adjusted manually. New installed systems which are configured using Web Admin or Excel Spreadsheet are working correct, no manual adjustment required. Access Code for trunk has to be configured in UI 15

16 Functional area Outbound Export of Reports AutoSync AutoSync CRM Visible symptoms Administration ->configuration ->PBX. Mechanic Dialer: type in the access code in field Dialer, value is valid only after restart of autodialer Preview Dialer: click on button Access code, add the access code. In addition the access code has to be assigned in the campaign configuration: UI Administration-> Dialer -> menu Dialer->Campaign -> select campaign-> Button Dialparameter, select Access code from drop down list Configuration parameters like Access code, Preview time, should always configured at the campaign, not at the assigned topic Using the tool ReportEx.bat for exporting/importing reports: use this tool on IPOCC server only without parameter S. Example for historical report: ReportEx export -U Administrator -P Administrator -T hist F "HistoricalReport01" Stopping IPOSyncService takes round about 1 min, because all existing connections between IPO and IPOCC have to be disconnected first The synchronization of all objects may take several minutes (round about 10 sec per agent) It is only possible to delete one agent at a time when using IPOCC UI. Also specified the error message. Sync not responding: Sync service not responding to particular request with the error message Config server or LNA server not started. Maybe Sync is in the middle of doing synching operations with IP Office. A restart of the sync service is required if the error comes on repeated attempts. For SFDC, only use Console Mode (not Standard Mode) The package is available at NOTE : 1.) You will need a Salesforce account to access this package. 2.) You will need to install WSC and CRM Connector on the IPOCC Server (if they are not already installed). Workaround CRM WebApp/ Max. Job Code Length is 15 digits Supervisors should not monitor more than 25 agents total via 16

17 Functional area ChromeApp WebApp/ ChromeApp WebApp/ ChromeApp WebApp/ ChromeApp WebApp/ ChromeApp Visible symptoms the groups they belong to. If a supervisor monitors multiple shifts of agents, the supervisor should have multiple accounts for each groups and login to the appropriate one for each shift. To avoid performance issues a supervisor should only assigned to 1 agent group, one group should have not more than 25 agents When using the WebApp/Chrome App, the Topic that the agent belongs should never have more than 25 calls in queue. Job codes cannot be longer that 17 digits when using the Chrome App/WebApp as interface The chat archive in ChromeApp/WebApp shows always all agents, Authorization is not considered. Exporting historical reports only possible for csv format For real time information it is necessary not only to have the authorization for the agent group but also be assigned to the agent group In case agent group assignment changed for an agent, it will actualized in supervisor real time only after supervisor logs off and in again Thin client displays 18 digit job codes or longer incorrectly Agent is not able to log in ChromeApp/WebApp if System name field does not match with Login name field Workaround WebApp/ ChromeApp WebApp/ ChromeApp WebApp/ ChromeApp WebApp/ ChromeApp WebApp/ ChromeApp The size limit for attachments is 10 MB for ChromeApp/WebApp, the application does not display an error message if that limit is reached For Chat name (chat ID) only the first 30 characters can be displayed on chat page Using URL in WebApp/ChromeApp: you have to configure the URL in the adminstration of the thick client: go to UI configuration, select Agent or profile or System -> in Dialog UI configuration Default interface go to tab Web UI agent, behind Web access click on button Add, enter the URL and mark Option in new browser window, the URL will opened in new tab After login it may take 5-7 seconds before a generated historical report is displayed completely When using WebRTC, a few resources configuration needs to be adjusted, especially when the number of WebRTC 17

18 Functional area Visible symptoms agent nears 100. The following changes are required, using IPOCC UI: Under Configuration - CHAP Server - CHAP adapter - IPO- SIPEXT-IP-1 - CHAP adapter line - in the General tab, set the Number of channels: 150 and range of call numbers: Under Configuration - CHAP Server - CHAP adapter - IPO- SIPEXT-IP-1 - CHAP adapter line - in the General tab, set the range Under Configuration - CHAP Server - CHAP adapter - IPO- SIPEXT-IP-1 - CHAP application resource VEA, set 90 for queue Under Configuration - Queue Devices add 30 more devices starting at the end of the current range, to make up a total of 90. Workaround Languages supported Support for the following new languages has been added for legacy features. Documentation errata The following docs were updated in English only in R The table below describes the changes that were made: Title Using the Avaya IP Office Contact Center Chrome and Web Interfaces Using Avaya IP Office Contact Center Wallboard Description New for R9.1.2 in Cloud and in CPE New for R9.1.2 in Cloud and in CPE 18

19 Title Using Avaya IP Office Contact Center Web Administration Portal Description New for R9.1.2 in Cloud and in CPE Avaya IP Office Contact Center Feature Description Updated list of training courses Avaya IP Office Contact Center Reference Configuration IP Office Contact Center Installation Task Based Guide Updated list of features in IP Office Contact Center overview Described user roles in Roles and privileges Added a UI comparison table Added a note IP Office wrap up time must less than configured IPOCC wrap up time Updated and chat operation descriptions Updated server specifications and increased memory requirements. Ensure your server meets the latest specifications. Increased memory requirement for IP Office Contact Center User Interface for Chrome Devices to 4 GB. Referenced IP Office Contact Center port matrix document. Section IP Office Contact Center Overview A new note has been added stating Note: The IPOCC IPO Sync service is automatically started and configured by default. Therefore Auto Synchronization can be used in preference to a manual configuration import regardless as to whether the configuration spreadsheet or Web Admin Wizard is utilized. A new note has been added stating "The following section relating to modifying the SIP Extension s CODEC settings is only required if Auto Synchronization has not been used during the configuration process". An additional step has been added to the OVA Deployment section "Upgrade to the latest version of IP Office Contact Center using the ISO image. Refer to the IP Office Contact Center 19

20 Title Description Maintenance Task Based Guide for details relating to the upgrade procedure". Section IP Office Contact Center Server Requirements : Note: Before you can install IP Office Contact Center, you must ensure that the appropriate servers are set up. For Appliance server specifications and installation instructions, see the following documents at Installing the Dell PowerEdge R630 Server, Maintaining and Troubleshooting the Dell PowerEdge R630 Server Section IP Office Contact Center Server - Windows Updates : added with regards to the customers responsibilities for managing Windows Server Updates Services Section OVA Deployment Comments have been added based on the supported Windows server for OVA installations as follows: Note: The OVA available from Avaya is based on Windows Server 2012.There is no Windows Server 2008 R2 OVA available from Avaya. Note: As IP Office Contact Center does not have any new OVA provision, OVA deployments should therefore use IP Office Contact Center 9.1 GA OVA and the applications upgraded to IP Office Contact Center A Table has been changed to define the VMWare Version supported with IP Office Contact Center i.e. ESXi 5.1 and 5.5 Comments have been added to the guide with regards to Requirements for implementation IP Office Contact Center as OVA. The 20

21 Title Description new comment states: Upgrade to the latest version of IP Office Contact Center using the ISO image. Refer to the IP Office Contact Center Maintenance Task Based Guide for details relating to the upgrade procedure. Section Security : Port Usage Tables added Creating a CSR using Microsoft Management Console Certificates Snap-in: section has been added regarding creating CSR's using Microsoft management Console Section Deploying IP Office Contact Center Chrome User Interface : WebRTC: "Note: To use the WebRTC on the IP Office Contact Center User Interface you need to access the application with HTTPS (Port 28443) and not HTTP. WebRTC Limitations: A new comment has been added stating " All WebRTC SIP extensions MUST be defined on the Primary Server when a Primary Server is part of the topology (none on Secondary Server, IP500V2 Expansion or Linux Expansion) Section Group Mapping Requirement : sections added to explain that Topic and agent group mapping must match the mapping in the task flow for the telephony, , and chat channels. Some more after latest review IP Office Contact Center Task-Flow Editor Telephony Task Based Guide No changes 21

22 Title Description IP Office Contact Center Reporting Task Based Guide Section Reporting Settings General : Back Office: All call related information, especially conversation time, is assigned to the first interval when the call came into the topic. Section Delete Reporting Data : Note Only the Administrator, service user and user with the respective privilege, can delete the reporting data for a defined period. Section Automatic Reporting : Note: Ensure that SMTP port 25 is not blocked by antivirus software. To enable port 25 for sending automatically generated reports, enter scheduler.exe as an exception in the Antivirus program. IP Office Contact Center Contact Recorder Configuration Task Based Guide Section Configuring IP Office Contact Center with Contact Recorder : A note has been added stating that "When recording is set on the Topic, it will also record dialler calls out of the IP Office Contact Center based on the setting for each Dialer Topic". Section IP Office Contact Center Recorder Configuration : A note has been added stating "The Voice Mail Pro recording is made for that IP Office Contact Center topic which is the current (displayed) topic for the call in the moment of time when the agent connection changes from "alerting" to "connect". IP Office Contact Center Maintenance Task Based Guide All Sections: Rebranding changes have been throughout the guide to reflect the following: IP Office Contact Center Chrome User Interface,IP Office Contact Center Web User Interface, IP Office Contact Center User Interface Section Backing up the IP Office Contact Center : Testing the Tasks Section Supported Upgrade Paths : added note regarding required PBX 22

23 Title Description Software upgrade Section Troubleshooting : IP Office Contact Center User Interface Queue tab is not updating. WebRTC Application settings are not displayed on the Agents Web Interface. Server Field Replaceable Units (FRU s) Changing the PostgreSQL Database password Scenario has been added regarding incompatible Chrome App Clients IP Office Contact Center and Chat Services Task Based Guide Section Verifying Web Chat Integration before customer implementation : section has been added to explain the process that allows the customer to insert a Chat session link into their webpage Section Archiving the Database : section has been added to cover Archiving the Database/Mail Exporter, Section Configuring the One X Portal XMPP Service : section added to use One X Portal for XMPP. Section Configuring an existing Topic to Use CHAT : XMPP Details for Cloud Installations have been amended; Setting up Chat on a Topic has been amended to include requirement for Services restarts Section Using the Web Chat Integration : section has been added explaining how Web Chat Integration is utilised Section Agent Considerations : Section has been updated to include the Defined VariableTopicMax AlertTimeout Contacting support Contact Support Checklist If you are having trouble with IP Office Contact Center (9.1.6 FP), you should: 23

24 1. Retry the action. Carefully follow the instructions in written or online documentation. 2. Check the documentation that came with your hardware for maintenance or hardware-related problems. 3. Note the sequence of events that led to the problem and the exact messages displayed. Have the Avaya documentation available. If you continue to have a problem, contact Avaya Technical Support: 1. Log in to the Avaya Technical Support Web site 2. Contact Avaya Technical Support at one of the telephone numbers in the Support Directory listings on the Avaya support Web site. Avaya Global Services Escalation Management provides the means to escalate urgent service issues. For more information, see the Escalation Contacts listings on the Avaya Web site. Finding documents on the Avaya Support website Use this procedure to find product documentation on the Avaya Support website. 1. Use a browser to navigate to the Avaya Support website at 2. At the top of the screen, enter your username and password and click Login. 3. Put your cursor over Support by Product. 4. Click Documents. 5. In the Enter your Product Here search box, type IP Office Contact Center. 6. Select 9.1.x from the Choose Release drop-down list. 7. Use the Content Type filter on the left to select the type of document you are looking for, or click Select All to see a list of all available documents. 8. Click Enter. For example, if you are looking for user guides, select User Guides in the Content Type filter. Only documents in the selected category will appear in the list of documents. 24