Product Release Notes for Avaya Proactive Contact Dialer

Transcription

1 Product Release Notes for Avaya Proactive Contact Dialer Page 1

2 Notice: While reasonable efforts were made to ensure that the information in this document was complete and accurate at the time of printing, Avaya Inc. can assume no liability for any errors. Changes and corrections to the information in this document might be incorporated in future releases. Documentation disclaimer: Avaya Inc. is not responsible for any modifications, additions, or deletions to the original published version of this documentation unless such modifications, additions, or deletions were performed by Avaya. Customer and/or End User agree to indemnify and hold harmless Avaya, Avaya's agents, servants and employees against all claims, lawsuits, demands and judgments arising out of, or in connection with, subsequent modifications, additions or deletions to this documentation to the extent made by the Customer or End User. Link disclaimer: Avaya Inc. is not responsible for the contents or reliability of any linked Web sites referenced elsewhere within this documentation, and Avaya does not necessarily endorse the products, services, or information described or offered within them. We cannot guarantee that these links will work all the time and we have no control over the availability of the linked pages. Warranty: Avaya Inc. provides a limited warranty on this product. Refer to your sales agreement to establish the terms of the limited warranty. In addition, Avaya s standard warranty language, as well as information regarding support for this product, while under warranty, is available through the Avaya Support Web site: License: USE OR INSTALLATION OF THE PRODUCT INDICATES THEEND USER'S ACCEPTANCE OF THE TERMS SET FORTHHEREIN AND THE GENERAL LICENSE TERMS AVAILABLEON THE AVAYA WEB SITE ("GENERAL LICENSE TERMS"). IF YOU DO NOT WISH TO BE BOUND BY THESE TERMS, YOU MUST RETURN THE PRODUCT(S) TO THE POINT OF PURCHASE WITHIN TEN (10) DAYS OF DELIVERY FOR A REFUND OR CREDIT. Avaya grants End User a license within the scope of the license types described below. The applicable number of licenses and units of capacity for which the license is granted will be one (1), unless a different number of licenses or units of capacity is specified in the Documentation or other materials available to End User. "Designated Processor" means a single standalone computing device. "Server" means a Designated Processor that hosts a software application to be accessed by multiple users. "Software" means the computer programs in object code, originally licensed by Avaya and ultimately utilized by End User, whether as stand-alone Products or pre-installed on Hardware. "Hardware" means the standard hardware Products, originally sold by Avaya and ultimately utilized by End User. License type(s) Designated System(s) License (DS): End User may install and use each copy of the Software on only one Designated Processor, unless a different number of Designated Processors is indicated in the Documentation or other materials available to End User. Avaya may require the Designated Processor(s) to be identified by type, serial number, feature key, location or other specific designation, or to be provided by End User to Avaya through electronic means established by Avaya specifically or this purpose. Concurrent User License (CU): End User may install and use the Software on multiple Designated Processors or one or more Servers, so long as only the licensed number of Units are accessing and using the Software at any given time. A "Unit" means the unit on which Avaya, at its sole discretion, bases the pricing of its licenses and can be, without limitation, an agent, port or user, an or voice mail account in the name of a person or corporate function (e.g., webmaster or helpdesk), or a directory entry in the administrative database utilized by the Product that permits one user to interface with the Software. Units may be linked to a specific, identified Server. Database License (DL): Customer may install and use each copy of the Software on one Server or on multiple Servers provided that each of the Servers on which the Software is installed communicate with no more than a single instance of the same database. CPU License (CP): End User may install and use each copy of the Software on a number of Servers up to the number indicated by Avaya provided that the performance capacity of the Server(s) does not exceed the performance capacity specified for the Software. End User may not re-install or operate the Software on Server(s) with a larger performance capacity without Avaya's prior consent and payment of an upgrade fee. Named User License (NU): Customer may: (i) install and use the Software on a single Designated Processor or Server per authorized Named User (defined below); or (ii) install and use the Software on a Server so long as only authorized Named Users access and use the Software. "Named User," means a user or device that has been expressly authorized by Avaya to access and use the Software. At Avaya's sole discretion, a "Named User" may be, without limitation, designated by name, corporate function (e.g., webmaster or helpdesk), an or voice mail account in the name of a person or corporate function, or a directory entry in the administrative database utilized by the Product that permits one user to interface with the Product. Shrinkwrap License (SR): With respect to Software that contains elements provided by third party suppliers, End User may install and use the Software in accordance with the terms and conditions of the applicable license agreements, such as "shrinkwrap" or "clickwrap" license accompanying or applicable to the Software ("Shrinkwrap License"). The text of the Shrinkwrap License will be available from Avaya upon End User s request (see Third-party Components" for more information). Copyright: Except where expressly stated otherwise, the Product is protected by copyright and other laws respecting proprietary rights. Unauthorized reproduction, transfer, and or use can be a criminal, as well as a civil, offense under the applicable law. Third-party components: Certain software programs or portions thereof included in the Product may contain software distributed under third party agreements ("Third Party Components"), which may contain terms that expand or limit rights to use certain portions of the Product ("Third Party Terms"). Information identifying Third Party Components and the Third Party Terms that apply to them is available on the Avaya Support Web site: Preventing toll fraud: "Toll fraud" is the unauthorized use of your telecommunications system by an unauthorized party (for example, a person who is not a corporate employee, agent, subcontractor, or is not working on your company's behalf). Be aware that there can be a risk of toll fraud associated with your system and that, if toll fraud occurs, it can result in substantial additional charges for your telecommunications services. Avaya fraud intervention: If you suspect that you are being victimized by toll fraud and you need technical assistance or support, call Technical Service Center Toll Fraud Intervention Hotline at for the United States and Canada. For additional support telephone numbers, see the Avaya Support Web site: Trademarks: Avaya and the Avaya logo are either registered trademarks or trademarks of Avaya Inc. in the United States of America and/or other jurisdictions. All other trademarks are the property of their respective owners. Downloading documents: For the most current versions of documentation, see the Avaya Support Web site: Page 1

3 Table of Contents 1. Overview Obtaining Avaya Proactive Contact Dialer New additions in Avaya Proactive Contact Dialer Installing Avaya Proactive Contact Dialer on a fresh system Pre-requisites To install Avaya Proactive Contact Dialer on a fresh system Post-Installation Procedure Upgrading to Avaya Proactive Contact Dialer...14 Pre-requisites Pre-installation Procedure To upgrade to Avaya Proactive Contact Dialer Post-Installation Procedure Migrating from HP DL385 G2/G5 Server to IBM x3650 M2 Server...25 Creating backup of HP DL385 G2/G Installing the Avaya Proactive Contact Linux ES Bootable Restoring backup on IBM x3650 M2 server Pre-requisites Pre-installation procedure Installing Avaya Proactive Contact Dialer Post Installation Procedure Uninstalling Avaya Proactive Contact Dialer Enhancements List of Customer Fixed Issues, Known Issues, Troubleshooting, and Improvements Contact Support Appendix Appendix 1: Migration paths from HP DL385 Proliant G2/G5 to the IBM x3650 M2 server Appendix 2: Certified Upgrade Paths...44 Page 1

4 Revision History Version Date 0.1 September 07, October 12, October 15, October 22, October 22, October 28, November 9, November 11, November 13, November 16, November 18, November 19, November 24, January, Page 2

5 This document is the release note for Avaya Proactive Contact Dialer. This document details the necessary steps required to install a fresh Dialer or upgrade an existing Dialer. Before proceeding with this release note, for determining the correct order of referring to the release notes, refer to the Sequence of using Avaya Proactive Contact Release Notes document on the Avaya Support site: 1. Overview The table listed below is an overview of procedures required for fresh installation, upgrade and migration. The contents of the table below are not a substitute for detailed steps listed in the subsequent sections of this document. Type of installation Fresh Install Upgrade Migrate Summary of procedure 1. Install Avaya Proactive Contact Linux ES Bootable (Material ID: ). 2. Install Avaya Proactive Contact Upgrade to Avaya Proactive Contact Install Avaya Proactive Contact Database. 1. Upgrade to Avaya Proactive Contact from Avaya Proactive Contact 4.1 or Avaya Proactive Contact Install Avaya Proactive Contact Database only if upgrading from Avaya Proactive Contact 4.1. If you are on Avaya Proactive Contact 4.0.1, upgrade to Avaya Proactive Contact 4.1. If you are on Avaya Proactive Contact 4.1 or Avaya Proactive Contact on HP DL385 Proliant G2 or G5 server and want to migrate to IBM x3650 M2 server then: 1. Take data backup from HP DL385 Proliant G2 or G5 server. 2. Install Avaya Proactive Contact Linux ES Bootable (Material ID: ), Come to the same software level as on HP DL385 Proliant G2 or G5 server. 3. Restore the backup taken in step Upgrade to Avaya Proactive Contact Dialer. 5. Install Avaya Proactive Contact Database only if upgrading from 4.1. Page 3

6 For more details on migration (types of backup supported etc), refer Appendix Obtaining Avaya Proactive Contact Dialer You can order all the CDs or DVDs for Avaya Proactive Contact using the high level bundle code There are two ways to obtain this release: Ordering the installation CD labeled Avaya Proactive Contact 4.1.2, Material ID: Downloading the ISO file from Avaya Support Web site and writing it on a CD. To download the ISO file: 1. Go to Avaya Support site: 2. In the left pane, click Downloads. 3. In the Please enter the name of your product field, type Proactive Contact. The Proactive Contact option appears below the text box. 4. Select the Proactive Contact option. The webpage is redirected to the Avaya Proactive Contact page. 5. From the Version drop-down list, select 4.1.x. 6. Download the Avaya Proactive Contact Dialer ISO image. To write the ISO file on a CD: 1. Insert a blank writable CD in the CD / DVD RW drive. NOTE: You can use any available CD writing tool, such as Roxio or Nero, to write the ISO file on a CD. 2. Select the Image burning option from the CD writing software. For Roxio, select the Copy > Burn Image option. For Nero Express, select the Image, Project, and Copy > Disc Image or Saved Project option. 3. Browse and select the ISO image for burning. Wait until the CD burning is completed. 4. Label the CD as Avaya Proactive Contact Dialer Material ID: Page 4

7 3. New additions in Avaya Proactive Contact Dialer In Avaya Proactive Contact Dialer release, the main additions are: Dynamic Logging In Avaya Proactive Contact 4.1 Dialer, a dialer process had to be replaced with a debug version of the same to generate debug logs. In Avaya Proactive Contact Dialer, you can generate debug logs along with the account logs by increasing the log level to a specified level at runtime. After the debug logs are collected, the log level can be brought down to the original log level to make the dialer process continue to run without any performance degradation. This reduces the elapsed time needed for diagnosing a problem and the turnaround time needed for information collection. SNMP In Avaya Proactive Contact Dialer, alarms from PG230 switch are presented through SNMP on the dialer. Alarm table may be either queried through the MIB or the system maybe configured to generate traps for these alarms. IBM x3650 M2 - Avaya Proactive Contact Dialer supports this new hardware platform. 4. Installing Avaya Proactive Contact Dialer on a fresh system This section describes the pre-requisites, pre-installation, installation, and postinstallation procedures for installing Avaya Proactive Contact Dialer on a fresh system Pre-requisites 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 (8 x 2 GB) DDR MHz 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). Page 5

8 - 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 as follows: Model Features & Specifications IBM Part # Qty 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 Page 6

9 Internal SAS RAID - Setup by Customer 13M System Documentation &Software-US English 44E Firmware Setting Enhanced -BIOS 41Y Disk Space requirement: Ensure that you have adequate hard disk space because of following reasons: In Avaya Proactive Contact Dialer, logs can be of a maximum size of 12 GB To install Avaya Proactive Contact Dialer on a fresh system 1. Install Avaya Proactive Contact Linux ES Bootable (Material ID: ). For details on installation, refer to the Avaya Proactive Contact Linux ES Bootable release notes. You can download the release notes from the Avaya Support site at 2. Install Avaya Proactive Contact Dialer 4.1. Refer the Avaya Proactive Contact 4.1 Dialer release notes for installation details. You can download the release notes from the Avaya Support site at From the Avaya Proactive Contact 4.1 Dialer release notes: 1. For installation details, refer only to the section Installation Procedure -> Fresh Installation of Proactive Contact Dialer Follow till step 6 of the Fresh Installation of Avaya Proactive Contact Dialer 4.1 sub-section. 3. After completing the above steps, perform the following steps: a. Login to the Dialer as sroot. b. Type cd /home/oracle/ and press Enter. c. Open the.profile file in an editor. d. Change the value of parameter LD_ASSUME_KERNEL from to actual kernel version. You can find the actual kernel version by using the command uname r For example, if the output of the uname r command is ELsmp, then set the value of LD_ASSUME_KERNEL as Resume from step 7 of Avaya Proactive Contact Dialer 4.1 release notes, section Installation Procedure -> Fresh Installation of Avaya Proactive Contact Dialer 4.1. Page 7

10 3. For Avaya Proactive Contact 4.1, verify that the version for English Dialer is (and version for other localized languages is ). Also, ensure that PC41_132 and PC41_137 are installed. 4. Reboot the system after the successful installation of Avaya Proactive Contact 4.1 Dialer. 5. Install Avaya Proactive Contact Dialer. To install Avaya Proactive Contact Dialer: 1. Insert the Dialer installation CD in the CD/DVD ROM of Linux machine. 2. Login to the dialer as sroot. 3. Mount cdrom using the following command: mount /mnt/cdrom 4. Go to the path- "/mnt/cdrom" cd /mnt/cdrom 5. If you are installing a Non-English version of Avaya Proactive Contact Dialer then run the following command: export LANG=C 6. Run the "PC412_SPInstaller script to install the OS Updates and Service Pack Avaya Proactive Contact Dialer../PC412_SPInstaller The following messages are displayed: Installing Avaya Proactive Contact Dialer Service Pack Release Version x.x System will be rebooted after completion of installation. Have you stopped the Dialer, Oracle and Midtier processes? [Y/N] 7. Type Y to continue with the installation. NOTE: On typing N for the prompt, the following messages are displayed: Installation cannot be completed Please stop the Dialer, Midtier and Oracle processes by executing commands stop_pds;stop_mts;stop_db. 8. On typing Y in the above step, the following message is displayed Backup calling lists? [Y/N]. Type N. 9. The installation process first updates the Operating System.The following message is displayed: Installing OS updates now.. It will install various O.S.update rpms. Page 8

11 After the Operating System update, the following packages are installed: LANGUAGE PACK ADMIN DIALERBASE DIALER TZONEBASE MANBASE BLENDBASE BLEND IVR MTBASE MIDTIER MTDBASE After the installation is complete, the system gets rebooted automatically and the following message is displayed: Rebooting now After rebooting, execute the following commands to remove the Dialer CD from the Linux Machine: cd / eject 11. Install Oracle updates for Avaya Proactive Contact Dialer. For detailed steps on performing Oracle updates, refer to the release notes for Avaya Proactive Contact Database. You can download the release notes from the Avaya Support site at IMPORTANT: Continue with the post-installation procedure of Avaya Proactive Contact Dialer only after completing the Oracle updates as mentioned till the post-installation procedure (section 2.4) of the Avaya Proactive Contact Database updates Post-Installation Procedure After installing Avaya Proactive Contact Dialer, you should first verify the Dialer version. To verify the Dialer version, login to the dialer as admin and verify the version of Avaya Proactive Contact Dialer is Page 9

12 Configuring the system post installation As part of the post-installation procedure, perform the following tasks: Configuring the system for fresh installation Configuring the SPTZ parameter for time zone Configuring the ENFORCER parameter for enforcer binary Configuring the PAM password credential for GUI Applications Configuring the printer for Multi-Byte Language Support Starting up the Dialer processes Each of these tasks is described in the sections below. To configure the system for fresh installation 1. Go to /opt/avaya/pds/etc directory. Edit master.cfg to set the following parameters: DBSERVERIP: IP address of the primary dialer DIALERID: ID number NAMESERVICEHOST: primary machine host name from /etc/hosts PRIMARY: YES (In case of primary dialer only) WEBLMURL: WEBLM URL (For example, http,// ,8080/weblm/licenseserver:) 2. Execute the following command: manage_corba_users D <DIALERID> -A For example, manage_corba_users D 10 -A Configuring the SPTZ parameter for time zone The SPTZ parameter is used by the Java process to get the time changes due to Daylight saving. The SPTZ parameter needs to be added manually in master.cfg present in the /opt/avaya/pds/etc directory. The value for SPTZ parameter should be obtained from the /usr/share/zoneinfo directory, which contains time zone data. Refer examples below. Example 1: If your dialer time zone is configured as GMT0BST, to get the value of SPTZ parameter, run the following command in directory /usr/share/zoneinfo: ls -altr GMT0BST Output is: GMT0BST -> /Europe/London Page 10

13 Hence, set the value of SPTZ to Europe/London in master.cfg. Example 2: If your dialer time zone is configured as PST8PDT, to get the value of SPTZ parameter, run the following command in the directory /usr/share/zoneinfo: ls -altr PST8PDT Output is: PST8PDT Hence, set the value of SPTZ to PST8PDT in master.cfg. There are a few exceptions mentioned below in which the value of SPTZ parameter cannot be obtained from the /usr/share/zoneinfo directory: For Victoria Australia and South Australia time zones, the SPTZ parameter should be set to blank in master.cfg. Do not add SPTZ parameter in master.cfg for the following time zones: Atlantic No Daylight:AST4 Aleutian No Daylight:AST10 Central No Daylight:CST6 Pacific No Daylight:PST8 For the above time zones, the SPTZ parameter needs to be set manually for the root user using the following command: export TZ=<Time zone> For example for the Atlantic No Daylight:AST4 time zone, the command would be: export TZ=AST4 Configuring the ENFORCER parameter for enforcer binary The purpose of making the enforcer parameter adjustable is to allow for flexibility and robustness when the dialer is not co-resident with WebLM and the network environment is not optimal. The parameter in master.cfg will look like: ENFORCER:initial_timeout=4,retry_max_count=2,retry_delay_secs=3 These values control 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 11

14 1. initial_timeout: In seconds, specifies the duration for which enforcer should wait for a response after sending a message to WebLM. Minimum value: 1 Maximum value: No hard maximum, but realistically seconds. 2. 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 hard maximum, but realistically 5-10 retries. 3. retry_delay_secs: Specifies the duration required to wait between the message resend attempts. Minimum Value: 0 Maximum value: No hard maximum, but realistically seconds. Configuring the PAM password credential for GUI Applications Pluggable authentication module (PAM) is a system of libraries that handles the authentication tasks on the applications available on the system. PAM enables you to configure the required complexity of password when a user wants to change the password from the GUI applications, therefore enabling higher password security level. PAM allows you to configure the authentication functionality as required. To enable the PAM password credential for changing password from GUI applications: 1. In master.cfg, set the value of PAMPASS_CRITERIA to YES. The default value for this parameter is NO. 2. Set the PAM parameter in /etc/pam.d/system-auth.. Example: password requisite /lib/security/$isa/pam_cracklib.so retry= x type= ucredit=- y dcredit=- z debug where: x is the number of retries allowed for entering a password. y is the number of capital letters to be included in the password. z is the number of digits to be included in the password. Configuring the printer for Multi-Byte Language Support for Chinese, Japanese and Korean NOTE: Pre-requisites for multi-byte language support: i. Ensure that the system-config-printer is installed. ii. Ensure that the printer is properly set up (using lpadmin). iii. Ensure that the printer is set up as a Postscript Printer. Page 12

15 To configure the printer for Multi-Byte Language Support for Chinese, Japanese and Korean 1. Login to the dialer as sroot. 2. Type export LC_ALL=POSIX and press Enter. NOTE: You must set the locale back to the language you want to print in before you start printing. 3. Type system-config-printer and press Enter. NOTE: Ensure that the printer is already installed. 4. Tab to Edit and press Enter. 5. In the Edit Queue window, go to Driver, and press Enter. 6. In the Edit Driver window, select the type of printer, for example, "LaserJet 4200" and press Enter. A list of options appears. 7. Select Postscript, tab to Edit Driver Options, and press Enter. 8. In the Edit Driver Options, select Prerender Postscript (in Japanese or Chinese or Korean), and press Enter. 9. In the Edit Prerender Postscript window, to select the Prerender Postscript option, press Spacebar. When the option is selected "*" appears. 10. Tab to Ok and press Enter. 11. In the Edit Driver Options, select Convert Text to Postscript, tab to Edit, and press Enter. 12. In the Edit Convert Text to Postscript window, to select the Convert Text to Postscript option, press Spacebar. When the option is selected, "*" appears. 13. In the Edit Driver Options, select Effective Filter Locale, tab to Edit, and press Enter. 14. In the Edit Effective Filter Locale window, select ja_jp (for Japanese) or zh_cn (for Chinese) or ko_kr (for Korean). Tab to OK, and press Enter. 15. In the Edit Driver Options, tab to Done and press Enter. 16. In the Edit Driver window, choose Done. 17. In the Edit Queue window, choose Done. 18. In the Main window, choose Exit. Select Yes when asked to save changes. 19. Type system-config-printer again and press Enter. 20. Tab to Edit and press Enter. 21. In the Edit Queue window, go to Driver, and press Enter. 22. In the Edit Driver window, select Edit Driver Options, and press Enter. Page 13

16 23. In the Edit Driver Options window, select GhostScript pre-filtering, tab to Edit and press Enter. 24. Make sure that Convert to PS level 1 is selected. If not, select it, and press OK. 25. Save your changes and Exit by following the steps 15 to 18. Starting up the Dialer processes 1. Start the database by running the following commands: start_db check_db Verify that all the database processes are running. 2. Start the Mid-Tier software by running the following commands: start_mts check_mts Verify that all the mid-tier processes are running. 3. Start the Dialer software by running the following commands: start_pds check_pds check_mts Verify that all the Dialer processes are running. You may see the following message when PDS processes are started. You can ignore this message: opt/avaya/pds /opt/avaya/pds tar: Removing leading `/' from member names tar: Removing leading `/' from member names tar: Removing leading `/' from member names After performing the post-installation procedure, you can start using the system. 5. Upgrading to Avaya Proactive Contact Dialer This section describes the pre-requisites, installation procedure and post-installation procedure for upgrading to Avaya Proactive Contact Dialer Pre-requisites This section describes the pre-requisites for upgrading from Avaya Proactive Contact 4.1 or to Page 14

17 For Avaya Proactive Contact 4.1, verify that the version for English Dialer is (and version for other localized languages is ). Also, ensure that PC41_132 and PC41_137 Patches are installed. For Avaya Proactive Contact 4.1.1, verify that the version of Dialer is and the Patch PC411_165 is installed. NOTE: If Avaya Proactive Contact is installed, you must upgrade to Avaya Proactive Contact 4.1. Refer to the Dialer Release Notes for Avaya Proactive Contact 4.1 for the upgrade instruction. NOTE: To verify the dialer version, login to the dialer as admin. The admin profile will show the software version. Disk Space requirement: Ensure that you have adequate hard disk space because of following reasons: In Avaya Proactive Contact Dialer, logs can be of a maximum size of 12 GB. When you take the backup of calling list while upgrading to and executing the update_clist script, the total calling list backup will occupy three times the disk space used by the /opt/avaya/pds/xfer/clist directory. Avaya strongly recommends that you should compress the backup files and store them on an external media such as tape or DVD Pre-installation Procedure You must perform the following tasks before installing Avaya Proactive Contact release: Take Mondo Backup on DVD. Stop all the dialer processes Create a copy of crontab and delete crontab entries Each of these tasks is described below. To take Mondo backup on DVD: 1. Login to the dialer as sysadm. 2. From the displayed menu, type 3 to select Back up, restore and verify. 3. From the next menu, type 2 to select Local back up/restore/verify. 4. From the next 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. All the dialer, mid-tier processes and database will be shutdown. Page 15

18 6. Upon prompt, insert DVD into the drive and select the DVD option from the menu. The mondo backup will start. 7. After the mondo backup is complete, the system displays a message Would you like to start all processes? 8. Type n to exit without starting all dialer processes. To stop dialer processes: 1. Login to the dialer as admin. 2. Type the following commands: stop_pds stop_mts stop_db To create a copy of crontab and delete crontab entries: 1. Login to the dialer as admin. 2. Run the following command to create a copy of the crontab: crontab -l > /home/admin/crontab_file Verify that the entries of crontab are copied in the /home/admin/crontab_file using command: cat /home/admin/crontab_file 3. Run the following command to delete the crontab entries: crontab r NOTE: Avaya Proactive Contact Dialer installer has an option to take the backup of the calling lists present at the /opt/avaya/pds/xfer/clist directory. Ensure that the location that you choose for the backup on your system has sufficient disk space To upgrade to Avaya Proactive Contact Dialer 1. Insert the Dialer installation CD in the CD/DVD ROM of Linux machine. 2. Login to the dialer as sroot. 3. Mount cdrom using the following command: mount /mnt/cdrom 4. Go to "/mnt/cdrom" using the following command: cd /mnt/cdrom 5. If you are installing a Non-English version of Avaya Proactive Contact Dialer then run the following command: export LANG=C Page 16

19 6. Run the "PC412_SPInstaller script to install the OS updates and Avaya Proactive Contact Dialer Service Pack. NOTE: This will also install RHEL 4.7 rpms../pc412_spinstaller The following messages are displayed: Installing Avaya Proactive Contact Dialer Service Pack Release Version x.x System will be rebooted after completion of installation. Have you stopped the Dialer, Oracle and Midtier processes? [Y/N] 7. Type Y to continue with the installation. NOTE: On typing N in response to the above prompt, the following messages are displayed: Installation can not be completed Please stop the Dialer, Midtier and Oracle processes by executing commands stop_pds;stop_mts;stop_db. On typing Y for the above message the following message is displayed. Backup calling lists? [Y/N]. TIP: Avaya recommends you take the backup of the calling lists before proceeding with the installation. Type N if you don t want to backup all the calling lists. To continue with the installation go to step 7. Type Y if you want to backup all the calling lists. Following messages are displayed. Starting Backup of Calling lists now.. Total size of /opt/avaya/pds/xfer/clist: <n> KB Approx time required to backup the calling list: 2 minutes/gb Please wait while your calling lists are backed up.. NOTE: Ensure that the location you choose for the backup on your system has sufficient disk space. Also, the location you choose should not interfere with the normal operation of Proactive Contact in future. Page 17

20 Give the pathname to backup calling lists [q to quit]: Enter a path which has enough free space as per the value given in Total size of /opt/avaya/pds/xfer/clist in the previous step. NOTE: Do not take the backup of calling lists on /opt/avaya/pds directory. In case, the calling lists are not present in the system, then the following message is displayed: No list present at /opt/avaya/pds/xfer/clist.. Backing up of the calling lists to the specified path will be displayed on the screen. The following messages are displayed when the calling lists backup is complete: Back up of calling lists is completed 8. The following message is displayed before the installation starts: Proceeding Dialer Installation now.. The installation process first updates the O.S.The following message is displayed: Installing OS updates now.. It will install various O.S. Update rpms. 9. After the Operating System update, the following packages are installed: LANGUAGE PACK ADMIN DIALERBASE DIALER TZONEBASE MANBASE BLENDBASE BLEND IVR MTBASE MIDTIER MTDBASE After the installation is complete, the system gets rebooted automatically and the following message is displayed: Rebooting now After rebooting, execute the following commands to remove the DIALER CD from the Linux Machine: cd / eject Page 18

21 11. Install Oracle updates for Avaya Proactive Contact NOTE: This step is required only if you are upgrading from Avaya Proactive Contact 4.1. For detailed steps for installing Oracle updates, refer to the release notes for Avaya Proactive Contact Database. You can download the release notes from the Avaya Support site at IMPORTANT: Continue with the post-installation procedure of Avaya Proactive Contact Dialer only after completing the Oracle updates as mentioned till the post-installation procedure (section 2.4) of the Avaya Proactive Contact Database updates Post-Installation Procedure After installing Avaya Proactive Contact Dialer, you should first verify the Dialer version. To verify the Dialer version, login to the dialer as admin and verify the version of Avaya Proactive Contact Dialer is Configuring the system post installation As part of the post-installation procedure, perform the following tasks: Configuring the SPTZ parameter for time zone Configuring the ENFORCER parameter for enforcer binary Configuring the PAM password credential for GUI Applications Migrating Calling List Customizing the pdscontrol script Configuring the printer for Multi-Byte Language Support Restoring crontab entries after installation Starting up the Dialer processes Each of these tasks is described in the sections below. Configuring the parameter for time zone The SPTZ parameter is used by the Java process to get the time changes due to Daylight saving. The SPTZ parameter needs to be added manually in master.cfg present in the /opt/avaya/pds/etc directory. The value for SPTZ parameter should be obtained from the /usr/share/zoneinfo directory, which contains time zone data. Refer examples below. Page 19

22 Example 1: If your dialer time zone is configured as GMT0BST, to get the value of SPTZ parameter, run the following command in directory /usr/share/zoneinfo: ls -altr GMT0BST Output is: GMT0BST -> /Europe/London Hence, set the value of SPTZ to Europe/London in master.cfg. Example 2: If your dialer time zone is configured as PST8PDT, to get the value of SPTZ parameter, run the following command in the directory /usr/share/zoneinfo: ls -altr PST8PDT Output is: PST8PDT Hence, set the value of SPTZ to PST8PDT in master.cfg. There are a few exceptions mentioned below in which the value of SPTZ parameter cannot be obtained from the /usr/share/zoneinfo directory: For Victoria Australia and South Australia time zones, the SPTZ parameter should be set to blank in master.cfg. Do not add SPTZ parameter in master.cfg for the following time zones: Atlantic No Daylight:AST4 Aleutian No Daylight:AST10 Central No Daylight:CST6 Pacific No Daylight:PST8 For the above time zones, the SPTZ parameter needs to be set manually for the root user using the following command: export TZ=<Time zone> For example for the Atlantic No Daylight:AST4 time zone, the command would be: export TZ=AST4 Configuring the ENFORCER parameter for enforcer binary The purpose of making the Enforcer parameter adjustable is to allow for flexibility and robustness when the dialer is not co-resident with WebLM and the network environment is not optimal. The parameter in master.cfg will look like: ENFORCER:initial_timeout=4,retry_max_count=2,retry_delay_secs=3 Page 20

23 These values control 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. 1. initial_timeout: In seconds, specifies the duration for which enforcer should wait for a response after sending a message to WebLM. Minimum value: 1 Maximum value: No hard maximum, but realistically seconds. 2. 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 hard maximum, but realistically 5-10 retries. 3. retry_delay_secs: Specifies the duration to wait for between the message resend attempts. Minimum Value: 0 Maximum value: No hard maximum, but realistically seconds. Configuring the PAM password credential for GUI Applications Pluggable authentication module (PAM) is a system of libraries that handle the authentication tasks on the applications available on the system. PAM enables you to configure the required complexity of password when a user wants to change the password from the GUI applications, therefore enabling higher password security level. PAM allows you to configure the authentication functionality as required. To enable the PAM password credential for changing password from GUI applications: 1. In master.cfg, set the PAMPASS_CRITERIA to YES. The default value for this parameter is NO. 2. Set the PAM parameter in /etc/pam.d/system-auth.. Example: password requisite /lib/security/$isa/pam_cracklib.so retry= x type= ucredit=- y dcredit=- z debug where: x is the number of retries allowed for entering a password. y is the number of capital letters to be included in the password. z is the number of digits to be included in the password. Migrating the Calling List You must migrate the downloaded calling list to the new format. a. Disk Space requirements: Page 21

24 Avaya recommends that you take a backup of the calling lists during migration. 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 disk space available 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 Execute the script update_clist Command:. /update_clist Calling lists backups are maintained at: /opt/avaya/pds/xfer/pc4.1.2_clist_bkp NOTE: For each calling list file with size: 1.5 GB, approximate time required for migration is minutes. The table below explains the approximate time required for three different configurations scenarios: G2 & or G5 Machine: Scenario 1 Scenario 2 Scenario 3 Calling list record ~1010 bytes ~5876 bytes ~10024 bytes size Calling list size ~250MB ~1.5 GB ~1.9 GB Number of records Number of fields Time taken ~26 seconds ~13 minutes ~ 22 minutes NOTE: For each record in the calling list, file size is increased by 16 bytes. Avaya recommends that you keep the size of the Calling list file to less than 2 GB for the proper functioning of the Dialer. You can use the following formula to verify the size of the calling list. New calling list size (bytes) = Original calling list size (bytes) + (number of calling list records x 16). NOTE: This formula provides you with an approximate value and not the exact size of the calling list. Customizing the pdscontrol script When you apply an update or a service pack on the Avaya Proactive Contact system, the installation creates a backup of the pdscontrol script and installs a new script. You must ensure that you copy all the customizations done in the older pdscontrol script file to the new pdscontrol script file after installing an update or a service pack. The backup of the pdscontrol script is located at: /opt/avaya/pds/pre_pc41sp1_4.1.2.x.x/dialerbase Page 22

25 Where, x stands for the current version of the update or service pack. Configuring the printer for Multi-Byte Language Support for Chinese, Japanese and Korean NOTE: Pre-requisites for multi-byte language support: i. Ensure that the system-config-printer is installed. ii. Ensure that the printer is properly set up (using lpadmin). iii. Ensure that the printer is set up as a Postscript Printer. To configuring the printer for Multi-Byte Language Support for Chinese, Japanese and Korean: 1. Login to the dialer as sroot. 2. Type export LC_ALL=POSIX and press Enter. NOTE: You must set the locale back to the language you want to print in before you start printing. 3. Type system-config-printer and press Enter. NOTE: Ensure that the printer is already installed. 4. Tab to Edit and press Enter. 5. In the Edit Queue window, go to Driver, and press Enter. 6. In the Edit Driver window, select the type of printer, for example, "LaserJet 4200" and press Enter. A list of options appears. 7. Select Postscript, tab to Edit Driver Options, and press Enter. 8. In the Edit Driver Options, select Prerender Postscript (in Japanese or Chinese or Korean), and press Enter. 9. In the Edit Prerender Postscript window, to select the Prerender Postscript option, press Spacebar. When the option is selected "*" appears. 10. Tab to Ok and press Enter. 11. In the Edit Driver Options, select Convert Text to Postscript, tab to Edit, and press Enter. 12. In the Edit Convert Text to Postscript window, to select the Convert Text to Postscript option, press Spacebar. When the option is selected, "*" appears. 13. In the Edit Driver Options, select Effective Filter Locale, tab to Edit, and press Enter. 14. In the Edit Effective Filter Locale window, select ja_jp (for Japanese) or zh_cn (for Chinese) or ko_kr (for Korean). Tab to OK, and press Enter. 15. In the Edit Driver Options, tab to Done and press Enter. Page 23

26 16. In the Edit Driver window, choose Done. 17. In the Edit Queue window, choose Done. 18. In the Main window, choose Exit. Select Yes when asked to save changes. 19. Type system-config-printer again and press Enter. 20. Tab to Edit and press Enter. 21. In the Edit Queue window, go to Driver, and press Enter. 22. In the Edit Driver window, select Edit Driver Options, and press Enter. 23. In the Edit Driver Options window, select GhostScript pre-filtering, tab to Edit and press Enter. 24. Make sure that Convert to PS level 1 is selected. If not, select it, and press OK. 25. Save your changes and Exit by following the steps 15 to 18. Restoring crontab entries after installation 1. Login to the dialer as admin. 2. Run the following commands to restore the crontab: crontab /home/admin/crontab_file Verify that the entries of /home/admin/crontab_file are copied to the crontab using command: crontab -l Starting up the Dialer processes 1. Start the database by running the following commands: start_db check_db Verify that all the database processes are running. 2. Start the Mid-Tier software by running the following commands: start_mts check_mts Verify that all the mid-tier processes are running. 3. Start the Dialer software by running the following commands: start_pds check_pds check_mts Verify that all the Dialer processes are running. Page 24

27 You may see the following message when PDS processes are started. You can ignore these messages: opt/avaya/pds /opt/avaya/pds tar: Removing leading `/' from member names tar: Removing leading `/' from member names tar: Removing leading `/' from member names After performing the post-installation procedure, you can start using the system. 6. Migrating from HP DL385 G2/G5 Server to IBM x3650 M2 Server When migrating from HP DL385 G2/G5 Server to IBM x3650 M2 Server, you must perform the following tasks in a sequence: 1. Take backup of system and calling lists and database. 2. Ensure you have the defined hardware requirements for IBM x3650 M2 server. For more information, refer Hardware Requirements. 3. Install Avaya Proactive Contact Linux ES Bootable (Material ID: ) on IBM x3650 M2 server. Also, ensure that this system has the same hostname as the system from which the backup- HP DL385 G2 or G5 server- was taken For details on installation, refer to the Avaya Proactive Contact Linux ES Bootable release notes. You can download the release notes from the Avaya Support site at 4. Ensure that all the patches, hot fixes, hot diagnostics are also installed in the same sequence as installed on G2 or G5 system after each version (4.1 or 4.1.1)of Avaya Proactive Contact is installed. 5. Restore the system and calling lists and database backup on IBM x3650 M2 server. 6. Install Avaya Proactive Contact Dialer. 7. Install Avaya Proactive Contact Database. This step is only applicable if you are upgrading from Avaya Proactive Contact 4.1. Each of these tasks is mentioned in detail in the subsequent sections. To migrate HP DL385 G2/G5 systems to the IBM x3650 M2 server: NOTE: For information on the supported Migration paths, refer to the table given in Appendix 1 and select the migration path as applicable. 1. Create backups of the following on the HP DL385 G2/G5 systems: a. System and Calling lists b. Database c. Customizations, if any needs to be done manually Page 25

28 For details, refer Creating backup of HP DL385 G2/G5. 2. Restore backups for the following components on to the IBM x3650 M2 server: a. Database b. System and Calling lists c. Customizations, if any needs to be done manually For details, refer Restoring backup on IBM x3650 M2 server NOTE: Restoring Mondo backup on IBM x3650 M2 taken from a G2/G5 server is not supported because of the following reasons: Difference in hardware between HP DL385 G2 or G5 and IBM x3650 M2. RHEL 4.4 is not supported on IBM x3650 M Creating backup of HP DL385 G2/G5 This section describes the steps required to take the backup of: System and Calling lists Database Creating backup of System and Calling Lists This section describes the steps required to take the backup of System and Calling Lists. To create backup of System and Calling Lists: 1. Login to the dialer as sysadm. 2. In the ADMINISTRATOR MAIN MENU, type 3 to select Back up, restore and verify and press Enter. 3. In the BACK UP AND RESTORE MENU, type 2 to select Local back up/restore/verify and press Enter. 4. In the LOCAL BACK UP AND RESTORE OPERATIONS, type 3 to select Back up system and calling lists and press Enter. 5. In the Additional Entry for Backup system and calling lists menu, type F to select full backup and press Enter. The Are above entries correct? message is displayed. 6. Type y and press Enter. 7. In the Select Media for Backup/Restore/Verify menu, select the appropriate option to take the backup on DVD/Tape/Third Party Host. NOTE: If the system and calling lists file size is greater than 4GB, then you can take a backup only on a DDS Tape or on Third Party Host. The following files are backed up: /etc/bashrc /etc/exports /etc/fstab Page 26

29 /etc/vsftpd.ftpusers /etc/group* /etc/hosts* /etc/xinetd.conf /etc/inittab /etc/logingroup /etc/sysconfig/network /etc/nsswitch.conf /etc/passwd* /etc/shadow* /etc/gshadow* /etc/rc.config.d/*_script /etc/resolv.conf* /etc/securetty* /etc/services /etc/shutdown.allow /etc/skel /home /opt/avaya /usr/java /etc/rc.d/init.d/*_script /etc/rc2.d/*avaya* /etc/rc3.d/*avaya* /usr/rbin /etc/cron.allow /var/spool/cron/ NOTE: You must manually backup and restore any other files or customizations present on the dialer that were not part of Avaya Proactive Contact installation but are necessary for operation. Creating backup for database This section describes the steps required to take the backup of database. To take the backup of database: 1. Login to the dialer as sysadm. 2. In the ADMINISTRATOR MAIN MENU, type 3 to select Back up, restore and verify and press Enter. 3. In the BACK UP AND RESTORE MENU, type 4 to select Local back up/restore database and press Enter. 4. In the LOCAL BACK UP AND RESTORE MIDTIER DATABASE menu, type 2 to select Local back up database and press Enter. 5. In the LOCAL BACK UP AND RESTORE MIDTIER DATABASE menu, type 2 to select Back up the database and press Enter. 6. In the Select Media for Backup/Restore/Verify menu, select the appropriate option to take the backup on DVD/Tape/Third Party Host. Page 27