Avaya ANAV 4.1 Service Pack 1

Transcription

1 Avaya ANAV 4.1 Service Pack 1 Release Notes Document version: 1.2 Avaya Inc. Proprietary 1

2 Issue date: 18 May, 2015 Contents Purpose... 3 Avaya ANAV Release 4.1 service pack 1 Software... 4 Introduction... 4 Hardware Requirements... 7 Stand-alone server deployments... 7 VCA... 7 Multi-Server Deployment... 8 VCA... 8 Supported Environments Operating System Avaya ANAV client operating system Supported Client Web browsers Supported database software Supported Virtualized Environments for Avaya ANAV ANAV supports deployments on the virtualization platform VMware ESXi version 3.x, 4.x, and 5.x. 11 Avaya ANAV 4.1 Software Files Versions New Installations Configuring Monitoring Services VCA Data Retention Job Upgrading from Previous Avaya ANAV Releases Support Avaya Control Manager Support for 2500 agents Recommended Requirements for ANAV Current Known Issues Issues fixed in Service Pack Issues fixed in build 103 patch Issues fixed in build 103 patch Known Limitions 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 service pack 1 Software This document introduces the General Available release of the Avaya ANAV Release 4.1 service pack and describes important notes and known issues. This service pack include all features and bug fixes delivered in previous releases, as well as enhanced support for 2500 agents and additional bug fixes. Note: This release requires installation of AES super patch 3 and will not work with previous releases of AES. This release requires additional licenses for AES and CM in order to operate properly: Product Avaya Aura Application Enablement Services Avaya Aura Communication Manager License Type 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 You must also verify that the Communication Manager license contains the relevant license to support this. This release is available for English site deployments. Avaya ANAV 4.1 service pack 1 is the most up-to-date supported Avaya ANAV software line-up tested. At General availability only English interface is supported. Introduction Avaya ANAV Avaya ANAV enables supervisors in an Avaya Contact Center to monitor traffic and reroute calls in real-time, 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 Avaya Inc. Proprietary 4

5 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 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 Avaya Inc. Proprietary 5

6 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 Hardware Requirements Stand-alone server deployments You can deploy the Avaya ANAV system on a single server that runs all the application servers. The Stand-alone server deployment does not includes the database server and the ACM server which is mandatory for ANAV deployment. A single server deployment is limited to 200 concurrent agents and 10 supervisors. The single server can host the ANAV Real Time reporting and the ANAV Historical reporting components. VCA VCA deployment will require an additional server. Since Microsoft SQL Server 2008 R2 Express Databases size is limited 10G a Standard/Enterprise SQL Server edition will be required in order to support call records history preservation. ANAV Single Server Component Hardware type CPU RAM Disk Space Description Physical or VMware machine 8 Core CPU 8 GB 200 GB Ethernet cards 1 OS Windows server 2008 R2 SP1 Avaya Inc. Proprietary 7

8 VCA Server Component Hardware type CPU RAM Disk Space Description Physical or VMware machine 8 Core CPU 8 GB 200 GB Ethernet cards 1 OS Windows server 2008 R2 SP1 Multi-Server Deployment For more than 10 concurrent supervisors, you need to deploy the following servers: Web server Probes server These two servers support 2500 agents and 200 concurrent supervisors. To support larger numbers of connections, add additional pairs of servers. VCA VCA deployment will require an additional server. Since Microsoft SQL Server 2008 R2 Express Databases size is limited 10G a Standard/Enterprise SQL Server edition will be required in order to support calls history records. ANAV Real-time Web Server Component Hardware type CPU RAM Description Physical or VMware machine 8 Core CPU 8 GB Avaya Inc. Proprietary 8

9 Disk Space 80 GB Ethernet cards 1 OS Windows server 2008 R2 SP1 ANAV Real-time Probes Server Component Hardware type CPU RAM Disk Space Description Physical or VMware machine 4Core CPU 8 GB 80 GB Ethernet cards 1 OS Windows server 2008 R2 SP1 VCA Server Component Hardware type CPU RAM Disk Space Description Physical or VMware machine 8 Core CPU 8 GB 200 GB Ethernet cards 1 OS Windows server 2008 R2 SP1 Avaya Inc. Proprietary 9

10 ANAV Client Requirments Component CPU RAM Disk Space Description 2 GHz or faster 2 GB 70 GB Ethernet cards 1 OS Screen resolution Microsoft Windows Vista,xp,7,8 1280x1024 pixels or higher Avaya Inc. Proprietary 10

11 Supported Environments Operating System Microsoft Windows Server 2008 R2 with SP1 (English only) ANAV 4.1 SP1 build 200 requires Microsoft.NET Framework 4 for the RT UI server. Avaya ANAV client operating system Microsoft Windows XP Microsoft Windows Vista Microsoft Windows 7 Microsoft Windows 8 Note: Avaya ANAV supports the localized client OS for all languages. Ensure that the client system supports 1280x1024 pixels or higher resolution to run the Web browser. Supported Client Web browsers Microsoft Internet Explorer 8 Microsoft Internet Explorer 9 in compatability mode Microsoft Internet Explorer 10 in compatability mode Microsoft Internet Explorer 11 in compatability mode Supported database software The Avaya ANAV server must have one of the following Microsoft SQL servers: Microsoft SQL Server 2008 R2 Enterprise Edition (required for VCA) Microsoft SQL Server 2008 R2 Express Microsoft SQL Server 2008 R2 Standard Edition (required for VCA) Supported Virtualized Environments for Avaya ANAV ANAV supports deployments on the virtualization platform VMware ESXi version 3.x, 4.x, and 5.x. Avaya Inc. Proprietary 11

12 Avaya ANAV 4.1 SP1 Software Files Versions The following table describes the components the versions that are used in ANAV: ANAV Version Component Location of the version number version SP1 build 200 ANAV State server File properties ANAV DMS server File properties Agent probe Log file after service is started VDN probe Log file after service is started Terminal probe Log file after service is started Functional server Log file after service is started ANAV Web About view in UI (File menu -> About) VCA Web About view in UI ANAV History portal About view in UI (Clicking the Avaya logo in the top left corner) New Installations Step 1 install ANAV For information about how to install Avaya ANAV, refer to the Deployment Guide for Avaya ANAV document ( ). Step 2 apply the SP1 changes After the ANAV package is installed per the installation in the deployment guide, Please follow the below steps in order to apply SP1 changes: 1. Backup all related folder before changing their content. 2. Stop all relevant services 3. Stop IIS 4. Upgrade ANAV DMS service: a. Backup folder b. Copy files from the SP1 package (..\ANAV Real Time reports\sp1 files\services\) 5. Upgrade ANAV State Server: a. Backup folder b. Copy files from the SP1 package (..\ANAV Real Time reports\sp1 files\services\anav State Server) c. Restore config file from back 6. Upgrade ANAV probes: a. Backup all probes folders b. Copy each probe files from package (..\ANAV Real Time reports\sp1 files\services\tsapi Agent Probe) (..\ANAV Real Time reports\sp1 files\services\tsapi Functional) (..\ANAV Real Time reports\sp1 files \Services\TSAPI Terminal Probe) (..\ANAV Real Time reports\sp1 files \Services\TSAPI VDN Probe) c. Restore each probe config file from backup Avaya Inc. Proprietary 12

13 d. For Functional Service verify the following line exists in the config.ini file: ServiceName=NAV360 TSAPIFUNCServer Service (update the value for the service name as it is installed on the server) e. Verify Visual C++ Redistributable for Visual Studio 2012 Update 4 installed on the machine, if it does not exist install from \ANAV Real Time reports\prerequisites\vs2012_vcredist_x86.exe 7. Upgrade ANAV RT: a. Backup folders b. Empty previous web folder before upgrading c. Copy files from the SP1 package (..\ANAV Real Time reports\sp1 files\web\anav Web UI) d. Restore the Reason codes configured in the \resources\resource_eng.xml (replace the reason codes section with one from the backup folder) <reasoncodes> <code key="0">text 0</code> <code key="1">text 1</code> <code key="2">text 2</code> <code key="3">text 3</code> <code key="4">text 4</code> <code key="5">text 5</code> <code key="6">text 6</code> <code key="7">text 7</code> <code key="8">text 8</code> <code key="9">text 9</code> </reasoncodes> e. Update RT web app pool to.net 4: f. Restore web.config from backup g. Execute the DB scripts (found in:..\ ANAV Real Time reports\db Scripts\after anav install) on ACCCM DB, by the numerical order found in the script name. Note: Modify the scripts according to the instructions in the header. h. In order to support agent skill assignments through ANAV, please follow the below steps: i. Locate the ACM server that the ANAV server connect to, and Log in to the ACM server windows system. ii. Copy the file "sms_410589_configuration.xml" from c:\windows\system32 on the ACM server to the following locations: 1. On the server where the ANAV state server and probes are installed to the following directories: Avaya Inc. Proprietary 13

14 a. c:\windows\system32 b. c:\windows\syswow64 2. On the server where the ANAV UI is installed to the following directories: a. c:\windows\system32 b. c:\windows\syswow64 8. Upgrade Historical Reports: a. Backup Historical UI folder b. Empty the Historical UI content folder before upgrading c. Copy files from package into the Historical UI folder (..\ANAV Historical Reports\SP1 files\web) d. Restore web.config from backup e. Execute the DB scripts (found in:..\anav Historical Reports\DBScripts) on ACCCM DB, by the numerical order found in the script name. Note: Modify the scripts according to the instructions in the header. 9. Upgrade VCA service: a. Backup folder b. Copy files from package (..\ANAV VCA\SP1 files\service) c. Restore configuration file from back 10. Upgrade VCA: a. Backup folders b. Empty previous web folder before upgrading c. Copy files from package (..\ANAV VCA\SP1 files\web) d. Restore web.config from backup 11. Start IIS 12. Start Services Configuring Monitoring Services The state server can monitor configured services to verify services remain started in case on failure. Configuration in the state server ANAV_StateServer.exe.config file: ServicesName names of probes services separated by ;. MonitorIntervaInSeconds Monitor frequency in seconds. MonitorEnabled true if you want to use monitor for serves. ServicesRestartTimeoutInSeconds Time (in second) that restart machines will wait for restarting the probe VCA Data Retention Job In ANAV SP1 release there is new job added for purging data from AllHistory table in VCA Database. The default value for data purging is 31 days. This parameter can be updated by editing the job Purge VCA History in VCA Database: Avaya Inc. Proprietary 14

15 Upgrading from Previous Avaya ANAV Releases Applying SP1 on top of ANAV 4.1 GA patch5/6: 1. Backup all related folder before changing their content. 2. Stop all relevant services 3. Stop IIS 4. Upgrade ANAV DMS service: a. Backup folder b. Copy files from package (..\ANAV Real Time reports\sp1 Files\Services\ANAV DMS) 5. Upgrade ANAV State Server: a. Backup folder b. Copy files from package (..\ANAV Real Time reports\sp1 Files\Services\ANAV State Server) c. Restore config file from back 6. Upgrade ANAV agent probe: a. Backup probe folders b. Copy probe files from package (..\ANAV Real Time reports\sp1 Files\Services\TSAPI Agent Probe) c. Restore probe config file from backup d. For Functional Service verify the following line exists in the config.ini file: ServiceName=NAV360 TSAPIFUNCServer Service (update the value for the service name as it is installed on the server) e. Verify Visual C++ Redistributable for Visual Studio 2012 Update 4 installed on the machine, if no install from \ANAV Real Time reports\prerequisites\vs2012_vcredist_x86.exe 7. Upgrade ANAV RT: a. Backup folders b. Empty previous web folder before upgrading c. Copy files from package (..\ANAV Real Time reports\sp1 Files\Web\ANAV Web UI) d. Restore the Reason codes configured in the \resources\resource_eng.xml (replace the reason codes section with one from the backup folder) <reasoncodes> <code key="0">text 0</code> <code key="1">text 1</code> Avaya Inc. Proprietary 15

16 <code key="2">text 2</code> <code key="3">text 3</code> <code key="4">text 4</code> <code key="5">text 5</code> <code key="6">text 6</code> <code key="7">text 7</code> <code key="8">text 8</code> <code key="9">text 9</code> </reasoncodes> e. Make sure RT web app pool is set to.net 4: f. Restore web.config from backup 8. Upgrade Historical Reports: a. Backup Historical UI folder b. Empty the Historical UI content folder before upgrading c. Copy files from package into the Historical UI folder (..\ANAV Historical Reports\SP1 Files\Web) d. Restore web.config from backup 9. Upgrade VCA service: a. Backup folder b. Copy files from package (..\ANAV VCA\SP1 Files\Service) c. Restore configuration file from back 10. Upgrade VCA web UI: a. Backup folders b. Empty previous web folder before upgrading c. Copy files from package (..\ANAV VCA\SP1 Files\Web) d. Restore web.config from backup 11. Start IIS 12. Start Services Support Avaya Control Manager 7.1 In order to support Avaya Control Manager 7.1, the following installation steps must be followed: 1. Execute script from ANAV Real Time reports\db Scripts\ACM 7.1 Support\ANAV_RT_Data.sql On Control Manager Database. Avaya Inc. Proprietary 16

17 2. give full ANAV permissions for ANAV user who needs to login to the UI. 3. Historical Reports: change TargetAppID app setting value to historical app id from the Applications table 4. Make sure users don t have empty (NULL) value in the extensions field in ACM users management. For users with no extention add 0. Support for 2500 agents Support for 2500 agents require to configure the ANAV probes to use TCP and not UDP. In order to enable TCP you need to update config.ini for all TSAPI probes and update the database for the State server configuration. Please consult the Deployment Guide for Avaya ANAV for exact instructions. Avaya Inc. Proprietary 17

18 Recommended Requirements for ANAV Customer must have Avaya Control Manager in their environment in order to deploy AVAYA ANAV. AVAYA ANAV supports the following versions of Avaya Control Manager: Avaya Control Manager 7.0 Avaya Control Manager Avaya Control Manager Avaya Control Manager 7.1 (*Note support for Avaya Control Manager 7.1 requires additional installation steps described in this document) Avaya Control Manager 7.0 ucaas/ccaas SP edition Customer must have AES in their environment in order to deploy AVAYA ANAV. Since the Real Time reports and VCA Historical reports produced based on AES CTI events A basic TSAPI license is required for every concurrent extension and skill that is monitored in the ANAV environment. ANAV 4.1 SP1 supports the following versions of Avaya products only. Product Supported Versions CM & Elite 5.X, 6.X AES super patch 3 and above CMS 15.0,16.3, 17.0 AAEP 7.0 EMC 6.2.X, 6.3.x Avaya Inc. Proprietary 18

19 Current Known Issues Ticket NO. ISSUE 8284 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 A-NAV ANAV HT CMS: Agent Aux Monthly issue 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 ANAV historical reports: seconds are displayed with decimals in the total line for columns showing averages in the Agent Summery Daily report ANAV historical reports: Customer asks to have 2 digits display, like in cms, while currently the numbers are single-digit ANAV RT reports: Change VDN feature should be eliminated from the ANAV RT web ui as it is not supported anymore A-NAV VCA - Issue with data in db but not appearing in VCA A-NAV 125 simultaneous browser logins test. 80+% CPU occ. after 50 logins A-NAV History reports do not display selected agent 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 ANAV AEP Historical Report Names have a "N" at the end of the tittle VCA - 1. Multi tenancy permissions for advanced searchs doesn't work ANAV - probs services stopped when there are no TSAPI licenses availble A-NAV VCA report shows duplicate call records with the same call-id from CM when using the search facility A-NAV ANAV HT Reporting version issue - About CCaaS: ANAV Real-Time skills grid doesn't update status against particular skill if check box Don t count agent more than once is checked, only total row is updated 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 Avaya Inc. Proprietary 19

20 19773 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 ANAV CMS Vector Historical Reports should read from "cs_vectors" table instead of "vv_vectors" table 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 Stale Data. Agents are reported (via ANAV) to be on calls significantly longer than the actual call time 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 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 No End date selection criteria in the AgentSummaryWeekly Report so cannot compare with CMS since no data in ANAV report. End date selection criteria not appearing on ANAV reports selection page on Agent Group Summary Daily, Weekly and Monthly reports Formatting Issues with Skill Service Level Daily_Weekly_Monthly Report AAEP Call Summary by Area code the UI shows blank, no selection criteria page Skill Summary Monthly shows extra records when search criteria is given for a year Application name shows Blank on AAEP Call Summary by RTP Stats Report AAEP Performance Report shows blank screen after report execution Avaya Inc. Proprietary 20

21 Issues fixed in 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 21

22 Issues fixed in build 103 patch 5 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 22

23 Issues fixed in build 103 patch 6 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 23

24 Known 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 2500 agents per AES server. For AAEP Historical reports organization level access in AAEP must be enabled. ANAV can support a maximum of 1000 concurent logged in agents. "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 24