Avaya Callback Assist Release Notes

Transcription

1 Avaya Callback Assist Release Notes Release May 2014

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IFYOU 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 stand-alone 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. 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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). 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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 is a registered trademark of Avaya Inc. MultiVantage is a trademark of Avaya Inc. All non-avaya trademarks are the property of their respective owners. Downloading documents For the most current versions of documentation, see the Avaya Support Web site: Avaya support Avaya provides a telephone number for you to use to report problems or to ask questions about your product. The support telephone number is in the United States. For additional support telephone numbers, see the Avaya Support Web site: Avaya Callback Assist Release Notes May

3 Table of content Table of Content Introduction... 4 New features in Callback Assist Support of Google Profile Single Sign on Authentication... 5 Support of E.164 Format... 5 Support Environments with Media Encryption enabled (SIPS)... 6 WebLM server is now available with CBA installation... 6 Problems & Enhancements fixed in Callback Assist Known issues in Callback Assist Upgrade an existing installation Hardware and software requirements Technical support Avaya Callback Assist Release Notes May

4 Introduction Introduction This document contains information about features and fixes delivered in Avaya Callback Assist (CBA) This document also lists any known issues and information about getting technical support if you experience issues with Callback Assist. Avaya Callback Assist Release Notes May

5 New features in Callback Assist Callback Assist introduces the following features. Support of Google Profile Single Sign on Authentication Callback Assist solution now supports Google Profile authentication for CBA Administration. Support of E.164 Format Available only on SIP environments; Provides the option to enable or disable E.164, to normalize the customer phone number in E.164 format. The normalized number is the one used to schedule the callback. CBA will place the return call based on the normalized number, SM/CM will be responsible to direct the call as appropriate. Under Global Settings Advanced Tab: Figure 1 E.164 format Avaya Callback Assist Release Notes May

6 Support Environments with Media Encryption enabled (SIPS) Available only on SIP environments; Provides the option to enable or disable Media Encryption, needs to be enabled in environments with Media Encryption where the underlying IVR platform (VP / AAEP) requires calls to be set up using sips URI. Enabling this sets up the calls using sips URI scheme. Under Global Settings Advanced Tab: Figure 2 Media Encrypted Environment (SIPS) WebLM server is now available with CBA installation CBA installation now has WebLM (4.7.1) server running in the CBA box. Avaya Callback Assist Release Notes May

7 Problems & Enhancements fixed in Callback Assist This release includes the following fixes: Issue ID Type Severity Description CBA-353 enhancement 3 Minor Add support for newer versions of Red Hat Linux and 64 bits support CBA-352 enhancement 2 Major Document how to enable HTTPS support on Administration application and OD modules CBA-343 enhancement 3 Minor As a Product Owner, I want to be able to create a new configuration based on an existing one CBA-342 enhancement 2 Major As a developer, I want to upgrade OD modules to latest 6.0.x Service Pack CBA-275 enhancement 3 Minor (BSR Server/Admin) Remove unused and deprecated code CBA-95 enhancement 3 Minor Add a WebLM server distributed on Callback Assist binary distribution and installed on CBA box CBA-383 defect 3 Minor CBA in HA mode: Manual Data Update in BSR Configuration shows "Update Error/Not Updated" CBA-382 defect 2 Major [Google] on site definitions page only ip addresses are accepted. Customer would like to use host names CBA-381 defect 2 Major [Google] HA: During install providing hostname for fileserver fails to connect CBA-379 defect 3 Minor TSAPI Link goes down in CBA CBA-377 defect 3 Minor Using Missed Call Message option cause callback record be stuck with currentstatus = 3 CBA-375 defect 3 Minor Installing/Upgrading CBA in HA mode doesn't update external database IP Address in BSR CBA-365 defect 3 Minor Correct details in Customer WTA Message section in document CBA-363 defect 4 Cosmetic Log level of CBACTICustomer for EWT and QPOS information set as ERROR CBA-341 defect 3 Minor CBA Admin guide does not list min/max/default for Callback Engine Error Retry Interval CBA-338 defect 2 Major (Customer: Humana) Callback Engine Error Retry Interval: affects phantom call duration CBA-267 enhancement 2 Major Report a new call status when the MPP does not have ports to create the outbound call to customer CBA-139 defect 3 Minor CBA does not support environments with media encryption CBA-118 defect 3 Minor Incorrect spelling "minutes" in Russian EWTandQPOS prompt CBA-361 enhancement 3 Minor Google request, CBA modification to normalize digits with E.164 Format CBA-376 enhancement 3 Minor Single Sign On, Google profile authentication Avaya Callback Assist Release Notes May

8 CBA-384 defect 1 Critical Receiving Applog errors CBA-373 defect 2 Major (Customer: Humana) Install script does not upgrade multiserver deployment CBA-358 defect 3 Minor Error while calling BSR Web Service: Could not communicate with Data Layer CBA-355 defect 3 Minor CBA should not require welcome prompt when welcome message is disabled in global settings Avaya Callback Assist Release Notes May

9 Known issues in Callback Assist The following issues were not fixed in this release: Issue ID Severity Description CBA Major Problem VXML apps tomcat server stops responding after several SCERuntimeExceptions on a high load scenario DE Minor Problem Offering.wav for Date Prompt Format for day, then month is incorrectly recorded in Spanish DE Cosmetic Message audio in Spanish - "De la tarde" instead of "p.m." DE Cosmetic UI.Delivery Tab. Type combo field is not displayed - ALL Config. DE Cosmetic Missed text in admin page when we are opening in "Internet Explorer-8" on windows XP DE Cosmetic Reports. Criteria Order should be given for each header/title instead of consider any click on all headers Avaya Callback Assist Release Notes May

10 Upgrade an existing installation Please check Installing and configuring Avaya Callback Assist guide for detailed information about upgrading Callback Assist. Avaya Callback Assist Release Notes May

11 Hardware and software requirements For information on setting up the required environment configuration, see the following sections in the Installing and Configuring Avaya Callback Assist guide. Browser Requirements Hardware Requirements Software Requirements Avaya Callback Assist Release Notes May

12 Technical support Technical support Support for CBA is available through Avaya Technical Support. If you encounter trouble with CBA, perform the following tasks: 1. Retry the action. Follow the instructions in written or online documentation carefully. 2. Check the documentation that came with your hardware for maintenance or hardware-related problems. 3. Note the sequence of events that led to the problem and the exact messages displayed. Have the Avaya documentation available. 4. If you continue to have a problem, contact Avaya Technical Support by one of the following ways: Logging on to the Avaya Technical Support Web site. Calling or faxing Avaya Technical Support at one of the telephone numbers in the Support Directory listings on the Avaya Support Web site. You may be asked to one or more files to Avaya Technical Support for analysis of your application and its environment. Note: If you have difficulty reaching Avaya Technical Support through the above URL or address, please visit the Avaya Web site for further information. When you request technical support, provide the following information: Configuration settings Usage scenario, including all steps required to reproduce the issue. Screenshots, if the issue occurs in the Administration Application, end-user web site or Portal clients. Copies of all logs related to the issue. All other information that you gathered when you attempted to resolve the issue. Tip: Avaya Global Services Escalation Management provides the means to escalate urgent service issues. For more information, see the Escalation Contacts listings on the Avaya Support Web site. For information about patches and product updates, see the Avaya Support Web site. Avaya Callback Assist Release Notes May