Avaya IQ 5.2 Service Pack 2 (SP2) Release Notes Issue 1.3 Dec

Transcription

1 Avaya IQ 5.2 Service Pack 2 (SP2) Issue 1.3 Dec

2 TABLE OF CONTENTS 1. PURPOSE AVAYA IQ UPDATE PREREQUISITES AND CONSIDERATIONS AVAYA IQ HOST PREREQUISITES Ensure the Correct Versions of CM, PC, VP, and AACC are installed Ensure a Correct Version of Avaya IQ is Installed Check the Health of Avaya IQ Perform Avaya IQ Host Backup Remove Cron Job on Admin host AVAYA IQ HOST CONSIDERATIONS Upgrade Time Recommendations Roll Back DOWNLOAD INSTRUCTIONS SERVICE PACK INSTALL INSTRUCTIONS GENERAL RECOMMENDATIONS INSTALLING THE SERVICE PACK For Software-Only deployment For Turnkey deployment VERIFYING SERVICE PACK INSTALLATION Verifying the version number Verifying the health of the Avaya IQ system SERVICE PACK ROLL BACK INSTRUCTIONS ROLL BACKTIME RECOMMENDATIONS ROLL BACK THE SERVICE PACK For Software-Only deployment For Turnkey deployment POST ROLL BACK INSTRUCTIONS Verifying the version number Verifying the health of the Avaya IQ system NEW FEATURES HIGH AVAILABILITY PERFORMANCE IMPROVEMENT IN IQ CHANGING HOST NAME AND IP ADDRESSES IN IQ SUPPORTED UPGRADE PATHS KNOWN ISSUES DEVICE GROUP MISSING FROM REPORT INPUT ADDITIONAL CONSIDERATIONS ISSUES RESOLVED FOR IQ FOR IQ December 15,

3 1. Purpose This release notes provides information about the GA version of the Avaya IQ software. You can view this document for upgrade changes, known issues and relevant solutions. This release notes includes last minute information that is not incorporated into the standard documentation. The following table describes the release details: Product Avaya IQ software Version IQ_ _10991_14975_SP2.bin 2. Avaya IQ Update Prerequisites and Considerations This section describes prerequisites that you must perform or items you must consider before updating to Avaya IQ Avaya IQ Host Prerequisites Prior to starting the update process, the customer s IT administrator must backup the IQ host(s), verify there is adequate disk space, and verify the sanity of the IQ application. Note Prerequisites must be completed on all IQ hosts Ensure the Correct Versions of CM, PC, VP, and AACC are installed Avaya IQ and have the same interoperability requirements. Reverification of software version requirements is not necessary. The Avaya IQ Product Version Interoperability document may be found at Ensure a Correct Version of Avaya IQ is Installed This Service Pack can be installed on the following version of Avaya IQ. Product Avaya IQ software Avaya IQ software Version _ _10991_13120_SP1 The Service Pack installer will verify the version compatibility and will display an error message if the version of IQ currently installed is not compatible with this Service Pack. If you wish to verify the version compatibility prior to applying the Service Pack, see Appendix A: Version Compatibility. December 15,

4 2.1.3 Check the Health of Avaya IQ Please refer to Appendix B: Verifying Avaya IQ System Health Perform Avaya IQ Host Backup The following data must be backed up before upgrading an existing system. Avaya IQ data on all Avaya IQ application hosts Avaya IQ data and database data on the database host Current backups are highly recommended. In the event of a catastrophic failure during the upgrade, restoring to the backup version may be necessary. Recent backups will help to minimize data loss. For detailed backup procedures, see Maintaining and Troubleshooting Avaya IQ guide available at Remove Cron Job on Admin host 1. On the administration host, to verify whether there is an entry of the /opt/usersynccron/syncjobcorrection.sh cron job in the list of cron jobs, enter: crontab l Note If you do not find the /opt/usersynccron/syncjobcorrection.sh cron job in the list of cron jobs, ignore the further steps. 2. If you find the /opt/usersynccron/syncjobcorrection.sh cron job in the list of cron jobs, follow the steps: a. Enter crontab e. b. Remove the /opt/usersynccron/syncjobcorrection.sh cron job from the crontab. c. Follow the procedure to drop the tables created by the /opt/usersynccron/syncjobcorrection.sh cron job. i. To login on SQL prompt as SDS user, enter: sqlplus <AvayaIQ SDS User>/<AvayaIQ SDS Password>@<AvayaIQ Database Name> ii. To get the table list, enter: SQL > select tname from tab where tname like 'TMPLD%B%'; December 15,

5 The above command will return all the tables starting with TMPLD and ending with BKP or BACKUP. iii. To drop all the tables listed by the above query, enter SQL >Drop table <Table Name> Note You must drop only those tables that starts with TMPLD and ends with BKP or BACKUP. 3. Create and execute on-demand scheduled jobs for all Active Directory connections by the following procedure: a. Log on to the Avaya IQ administration (OAM) interface as an administrator. b. Under the Tasks tab, select Utility > Administer Scheduled Jobs. c. On the View Scheduled Jobs dialog box, select Add. d. On the Create Scheduled Job dialog box, select the Job Type as Enterprise Synchronization. e. Provide a valid name in the Name field. f. Provide the Active Directory connection name in the Resource name to synch with field. g. When all options are defined, select OK. h. When the confirmation message displays, select OK. 4. Ensure that all sync jobs are executed successfully. This will create/update TMPLD* tables which will be used during update. 2.2 Avaya IQ Host Considerations Upgrade Time Recommendations Upgrade is a service affecting procedure. Data loss will occur for approximately 15 minutes during the restart of the Data Collection process and pumpup. Completion of the upgrade procedure will take about approximately 1 hour for an All Functions Host system and 4 hours for a Multi-Host system. The time will vary according to the size of the database. During this procedure, real-time or historical reports will not be available. Service pack installation should be scheduled at a time that causes minimal disruption. You may wish to communicate the plan to your end users in advance. If the service pack is to be installed immediately after installation and administration of sources, verify the IQ system health before proceeding to the service pack upgrade. Please refer to Appendix B: Verifying Avaya IQ System Health. December 15,

6 2.2.2 Roll Back After the service pack has been installed successfully and administration changes and/or report profiles have been created or changed, automated roll back of the service pack will not be supported. For problems encountered in the service pack after service pack validation and system operation, contact your Avaya Customer Support Representative. 3. Download Instructions To download the IQ service pack: 1. The service pack should be downloaded to the following servers: Configuration All-in-One Host Single Host Dual Host Multi-Host Download to Administration Host 2. If the $CCR_HOME/updates directory does not exist on the proper server, create it. 3. Request your Avaya Customer Support Representative to provide the Login, Password and a Sold-To number, which will be used to download the service pack from the Avaya product download site. 4. Bring up the Avaya Product Download site in your browser 5. Select the link - Download My Software. 6. Enter the login and password provided by your Avaya Customer Support Representative. You will also be prompted for your Sold-To Number, to access the files you have been authorized to download. 7. Download the IQ_ _10991_14975_SP2.bin file from the Avaya support site. 8. Copy the downloaded files to the directory $CCR_HOME/updates 9. Open the <$CCR_HOME/updates> directory and verify that the IQ_ _10991_14975_SP2.bin file is downloaded properly, and run the following command: md5sum IQ_ _10991_14975_SP2.bin Verify that the md5sum displays the following stamps: df5bcbd7c41ae6ec684d7829f1df9fa9 IQ_ _10991_14975_SP2.bin December 15,

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8 4. Service Pack Install Instructions Important The Avaya IQ Service Pack install and/or upgrade should be performed by Avaya personnel. See the Avaya IQ PCN 1841P for additional details at General Recommendations In general, do not break out of any command or kill a command while it is being executed. This will cause unpredictable results and could potentially make your Avaya IQ system unusable. Consult your Avaya Customer Support representative if you have trouble while applying the Service Pack. 4.2 Installing the Service Pack This section provides instructions on how to perform the Service Pack installation For Software-Only deployment To install the Service Pack: 1. Log in to the appropriate Avaya IQ host as root or root pseudo user Configuration Single Host Dual Host Multi-Host Log into Administration Host 2. Change to the following directory: cd $CCR_HOME/updates 3. Execute the following command to launch the Service Pack Install: sh IQ_ _10991_14975_SP2.bin apply For a Single Host or Dual Host configuration, options similar to the following are displayed: Select a host to apply the Service pack (1) AllFunctions (IP Address) (2) DataCollection (IP Address) - shown if a remote data collection host exists December 15,

9 Choose 1.. or q to quit: For a multi-host setup, options similar to the following are displayed: Select a host to apply the Service pack (1) Administration (IP Address) (2) Reporting (IP Address) (3) DataProcessing (IP Address) (4) DataCollection (IP Address) (5) RTD (IP Address) Choose 1,2.. or q to quit: After successful completion, the following message will appear: [Timestamp] Update _10991_14975_SP2 completed. [Timestamp] Update installation FINISHED SUCCESSFULLY. 4. Review the logging information in $CCR_HOME/updates/runUpdate.log. Please refer to Appendix C: Verifying Avaya IQ Update Logs. 5. For Multi-host configurations, continue the upgrade procedure by selecting the remaining menu options from step 3 in the following order. Data Processing Data Collection Reporting RTD For Turnkey deployment Important The steps listed in the following sections must be applied to all the hosts including the Database Host in a Turnkey deployment. To install the Service Pack: 1. Log in to the appropriate Avaya IQ host as root or root pseudo user Configuration All-in-One Host Single Host Dual Host Multi-Host Log into Administration Host 2. Change to the following directory: December 15,

10 cd $CCR_HOME/updates 3. Execute the following command to launch the Service Pack Install: sh IQ_ _10991_14975_SP2.bin apply For an All-in-One Host or Single Host configuration, options similar to the following are displayed: Select a host to apply the Service pack (1) AllFunctions (IP Address) (2) DataCollection (IP Address) - shown if a remote data collection host exists Choose 1.. or q to quit: For a dual-host setup, options similar to the following are displayed: Select a host to apply the Service pack (1) AllFunctions (IP Address) (2) DataCollection (IP Address) - shown if a remote data collection host exists (3) TurnkeyDBHost (IP Address) Choose 1,2.. or q to quit: For a multi-host setup, options similar to the following are displayed: Select a host to apply the Service pack (1) Administration (IP Address) (2) Reporting (IP Address) (3) DataProcessing (IP Address) (4) DataCollection (IP Address) (5) RTD (IP Address) (6) TurnkeyDBHost (IP Address) Choose 1,2.. or q to quit: After successful completion, the following message will appear: [Timestamp] Update _10991_14975_SP2 completed. [Timestamp] Update installation FINISHED SUCCESSFULLY. 4. Review the logging information in $CCR_HOME/updates/runUpdate.log. Please refer to Verifying C: Avaya IQ Update Logs. December 15,

11 5. For Dual Host configurations, continue the upgrade procedure by selecting the remaining menu options from step 3 in the following order. Data Collection (if applicable) TurnkeyDBHost 6. For Multi-Host configurations, continue the upgrade procedure by selecting the remaining menu options from step 3 in the following order. Data Processing Data Collection Reporting RTD TurnkeyDBHost 4.3 Verifying Service Pack installation Execute the steps listed in this section after you install the Service Pack to verify the success of the Service Pack installation Verifying the version number To verify that the Service Pack was successfully applied on all application hosts, see Appendix A Version Compatibility Verifying the health of the Avaya IQ system Please refer to Appendix B: Verifying Avaya IQ System Health. 5. Service Pack Roll Back Instructions This section lists the steps required to roll back the Service Pack. Please consult your Avaya Customer Support Representative before deciding to roll back the Service Pack. 5.1 Roll BackTime Recommendations Note that rolling back the Service Pack is a service affecting procedure. Data loss will occur for approximately 15 minutes during the restart of the Data Collection process. Completion of the roll back procedure will take about approximately 1 hour for a Dual Host system and 4 hours for a Multi-Host system. The time will vary according to the size of the database. During this procedure, you will not be able to run real-time or historical reports on the IQ system. Schedule the Service Pack back-out at a time that causes minimal disruption and communicate the plan to your end users in advance. December 15,

12 5.2 Roll Back the Service Pack Important The steps listed in the following sections must be applied to all the hosts including the Database Host in a Turnkey deployment For Software-Only deployment To roll back the Service Pack: 1. Log in to the appropriate Avaya IQ host as root or root pseudo user Configuration Single Host Dual Host Multi-Host Log into Administration Host 2. Change to the following directory: cd $CCR_HOME/updates 3. Execute the following command to launch the Service Pack backout: sh IQ_ _10991_14975_SP2.bin backout For an All-in-One host or a Dual Host configuration, options similar to the following are displayed: Select a host to backout the service pack (1) AllFunctions (IP Address) (2) DataCollection (IP Address) - shown if a remote data collection host exists Choose 1.. or q to quit: For a multi-host setup, options similar to the following are displayed: Select a host to backout the Update (1) Administration (IP Address) (2) Reporting (IP Address) (3) DataProcessing (IP Address) (4) DataCollection (IP Address) (5) RTD (IP Address) Choose 1,2.. or q to quit: December 15,

13 After successful completion, the following message will appear on the application host: [Timestamp] Update backout FINISHED SUCCESSFULLY. 4. Review the logging information in $CCR_HOME/updates/runUpdate.log. Please refer to Verifying C: Avaya IQ Update Logs. 5. For Multi-host configurations, continue the upgrade procedure by selecting the remaining menu options from step 3 in the following order. Data Processing Data Collection Reporting RTD For Turnkey deployment Important The steps listed in the following sections must be applied to all the hosts including the Database Host in a Turnkey deployment. To roll back the Service Pack: 1. Log in to the appropriate Avaya IQ host as root or root pseudo user Configuration All-in-One Host Single Host Dual Host Multi-Host Log into Administration Host 2. Change to the following directory: cd $CCR_HOME/updates 3. Execute the following command to launch the Service Pack backout: sh IQ_ _10991_14975_SP2.bin backout For an All-in-One host or Single Host configurations, options similar to the following are displayed: Select a host to backout the service pack (1) AllFunctions (IP Address) (2) DataCollection (IP Address) - shown if a remote data collection host exists Choose 1.. or q to quit: December 15,

14 For a dual-host setup, options similar to the following are displayed: Select a host to backout the Update (1) AllFunctions (IP Address) (2) DataCollection (IP Address) - shown if a remote data collection host exists (3) TurnkeyDBHost (IP Address) Choose 1,2.. or q to quit: For a multi-host setup, options similar to the following are displayed: Select a host to backout the Service pack (1) Administration (IP Address) (2) Reporting (IP Address) (3) DataProcessing (IP Address) (4) DataCollection (IP Address) (5) RTD (IP Address) (6) TurnkeyDBHost (IP Address) Choose 1,2.. or q to quit: After successful completion, the following message will appear on the application host: [Timestamp] Update backout FINISHED SUCCESSFULLY. 4. Review the logging information in $CCR_HOME/updates/runUpdate.log. Please refer to Verifying C: Avaya IQ Update Logs. 5. For Dual Host configurations, continue the upgrade procedure by selecting the remaining menu options from step 3 in the following order. Data Collection (if applicable) TurnkeyDBHost 6. For Multi-Host configurations, continue the upgrade procedure by selecting the remaining menu options from step 3 in the following order. Data Processing Data Collection Reporting RTD TurnkeyDBHost December 15,

15 5.3 Post Roll Back instructions Verifying the version number To verify that the Service Pack was rolled back successfully on all application hosts, see Appendix A: Version Compatibility Verifying the health of the Avaya IQ system Please refer to Appendix B: Verifying Avaya IQ System Health of this document for information. 6. New Features 6.1 High Availability Performance Improvement in IQ Avaya IQ Release offers improved performance for High Availability synchronization. 6.2 Changing Host Name and IP Addresses in IQ The changing host names and IP addresses scripts included in the Avaya IQ SP can be used for changing the host name and IP address of your Avaya IQ system, and rolling back to the earlier host name and IP address if you face any problem. You can either use the centralized or the manual process to change the host name and IP address. For more information, see Maintaining and Troubleshooting Avaya IQ, Implementing Avaya IQ for Turnkey Deployments, or Implementing Avaya IQ for Software-only Deployments. 7. Supported Upgrade Paths The supported upgrade paths for IQ are shown below. From Release To Release GA Date 5.1.x July Y Nov Y Y Y Jan Y Y May Y July Y Y Sept Y December 15,

16 8. Known Issues Please reference section 8 of Avaya IQ 5.2 GA, Known Issues. 8.1 Device Group Missing from Report Input If the Device Group is missing from Report input page after applying IQ5.2.2, perform the work around below as a one time activity. 1. Login to OAM. 2. Navigate to Task -> Administer Users -> Create User. 3. Create new user. 4. Navigate to Enterprise -> Resources -> Roles -> Enterprise Roles 5. Create new Role. 6. Add newly created user to this Role. Assign some permissions to this role. 7. Login to Reporting UI. 8. Navigate to Standard Historical Reports -> Device Performance -> Device Group Performance Summary 9. Check whether all Device Groups appear in Available Device Groups list. 10. Login to OAM. 11. Remove User and Role created in Step 2&3. 9. Additional Considerations Please reference section 9 of Avaya IQ 5.2 GA, Additional Considerations. 10. Issues Resolved 10.1 For IQ Work item Issue resolved wi wi wi wi Device group permission corrected resulting in proper OAM display Export tool improved to handle Data Export reports for HA OAM Scheduler now correctly executes for 12:00 AM Interval Duplicate Agent status in Pickup group scenario in no longer present December 15,

17 Work item Issue resolved wi wi wi wi wi wi wi wi wi wi wi wi wi wi wi wi Agent in Stale Alert state event processing improvements Suppose of Oracle 11.1 settings in Cognos configuration files Admin HA sync runs expect scripts no longer displays the root password in clear text Excessive logging around DB backup corrected New AACC source administration handles restart condition Improved synchronization for time for HA Agent Experience Trace report now shows logouts Agent Editor Skills Page has been improved to handle network delays Improved IP address & Host name change tool AACC Link now recovers from ARC restart Turnkey systems correctly start SNMPMasterAgent process CM Adapter handles pumpup hangs and failures Direct Agent Skill list box has correct display HA Error log corrections Documentation for AACC Source Administration IP Hostname change tool delivered 10.2 For IQ Work item Issue resolved wi wi wi wi wi wi wi wi wi wi wi wi Improved Performance of reports by adding DeviceStateFact indexes Fixed the login issues for AD user s to APC and report UI with SSL turned on Fixed the deadlock issues for Mulitple LDAPs Fixed the Short Abandons measure issue Improved the performance of hist_index_rebuild Fixed customized reports issues after importing them on secondary server Improved the performance of DB Diagnostic Manager Improved the procedure of fact_data_purge Fixed the issue of Call stuck in Queue due to "agent logs out while on active call" Fixed the filter issues in Customer Experience Details report based on assigned user roles/permissions Fixed the password issues for the user in OAM if browser language is Japanese Improved Circular Error Handling in EP December 15,

18 Work item Issue resolved wi wi wi wi wi wi wi wi wi wi wi wi Improved the buffer feature on restart of the database or database outage Fixed the issue of status of the agent if call cancelled Improved the db histograms result in suboptimal query performance Improved the HA AdminSynch Job during groupload Improved Joda time for changing time zones Improved feature in scheduler Fixed the issue of agents entering AUX codes disappearing from realtime reports, for AACC source Fixed the issues of 2 entities have the same EID Improved performance of Historical indexing Improved Historical Indexing Improved the User Management functionality Improved Data Sync Engine Please note that the fix for wi works in conjunction with the manual steps mentioned in the PSN PSN003226RussianTimezone. Please refer the PSN before generating reports using the Europe/Moscow timezone. December 15,

19 Appendix A: Version Compatibility The Service Pack script will verify the version compatibility prior to applying the Service Pack; however, if you wish to verify this manually you may verify that the version.txt file located under $CCR_HOME contains any of the following strings on each of the hosts. First line of version.txt prior to applying Service Pack (or after rolling back the Service Pack): _10991 Or _10991_13120_SP1 First line of version.txt after applying Service Pack: _10991_14975_SP2 December 15,

20 Appendix B: Verifying Avaya IQ System Health This appendix provides information on verifying the Avaya IQ system health prior to installing the service pack, post backing-out the service pack and after a successful upgrade. 1. Verify Avaya IQ Containers and Process Elements status: Verify that all Containers and Processing Elements are in the STARTED state. If there are Containers and Processing Elements displayed in a state other than STARTED, they must be corrected. To verify the Container and Processing Element states prior and post applying the update, you can use either the IQ Administration User Interface (UI) or Linux command line. Verification through Administration UI; Select: Enterprise Select: Sites Select: HostName Verify that the hosts configured for this system have all processes started. -or- Verification through Linux command line, enter: $CSBASE/lifecycle/bin/lc ls 2. Verify Avaya IQ Real Time and Historical Reports: Verify Avaya IQ Real Time and Historical summary data. If there are any issues with running reports or the data displayed in the reports, they must be corrected. a. To generate reports to check for current Real-time summary data, use the Avaya IQ Report User Interface (UI). Avaya recommends that you run the following reports while call traffic is running: Queue Status Agent Status Queue and Agent Status b. To generate reports to check for current Historical summary data, use the Avaya IQ Report User Interface (UI). Avaya recommends that you run the Queue Group Performance Trend report. 3. Verify Real Time Dashboard (RTD) Reports: Verify Avaya IQ RTD reports. If there are any issues with running reports or the data displayed in the reports, they must be corrected. a. To generate reports to check for RTD, use the Avaya Performance Center User Interface. Avaya recommends that you run the following reports while call traffic is running: Queue Status Agent Status December 15,

21 Appendix C: Verifying Avaya IQ Update Logs 1. Log in to the appropriate Avaya IQ host as root or root pseudo user 2. Change to the following directory: cd $CCR_HOME/updates 3. Check for errors in the log entries grep return code is runupdate.log This command will return log entries for various steps in the update process. A return code of 0 should be interpreted as success. Other return codes indicate failure and should be investigated. December 15,