Product Support Notice

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1 PSN # PSN003940u Product Support Notice 2013 Avaya Inc. All Rights Reserved. Original publication date: 03-Apr-13. This is Issue #01, published date: 03-Apr-13. Severity/risk level Medium Urgency When convenient Name of problem Avaya Aura Application Enablement (AE) Services Super Patch 2 Release Notes Products affected Avaya Aura Application Enablement (AE) Services, Release: (all offer types) Problem description What is fixed in this Patch? This patch contains the following updates to the DMCC Service: Issue AES : When a Microsoft Lync 2010 or Office Communicator (OC) user is idle for ~30 minutes it was possible that the user would not receive an alerting window for an external incoming call (e.g. from a non-lync/oc user). The call would alert at the device, but an alerting window would not be displayed to the user. Issue AES : The ConferencedEvent was not getting sent to AACC clients when a call recording application joined a call as a silent participant. With this change, the ConferencedEvent for active and silent participants is now sent to AACC clients. Issue AES : When the option "Apply Rules for non-normalized TelURI numbers is selected on the AE Services Management Console Dial Plan Settings form, the dial-plan rules were not always applied to Lync 2010 clients. This item has been fixed so that the dial-plan rules will be applied to non-normalized TelURI numbers for Office Communicator and Lync 2010 clients when this option is selected. Issue AES : Prior to this fix, when AE Services received an E.164PlusExt format number, the number after the ext= was treated as a dial string and sent to Communication Manager. When the dial plan contained a regular expression rule that matched the E.164PlusExt number, the dial-plan rule was not applied. With this fix, the following changes were made to DMCC to apply the dial-plan rules when an E.164PlusExt format number is received: When the dial-plan contains a rule that converts the E.164PlusExt number to a different number, the converted number will be sent to Communications Manager. When the dial-plan does not contain a rule that converts the E.164PlusExt number, the number after the ext= is treated as a dial string and sent to Communications Manager. Issue AES : This was a problem with AE Services DMCC integration with Microsoft Lync 2010 and Office Communicator (OC) when the Require Trusted Host Entry option is selected on the AE Services Management Console screen, Security > Host AA > Service Settings. The Require Trusted Host Entry is not required for Lync 2010 and OC integrations; however when it was selected, the Lync 2010 and OC user interfaces were slow to update when calls were initiated or received. Issue AES : This item relates to DMCC stations that are registered to Communication Manager (CM). Whenever CM sends multiple messages in the same transmission packet across the signaling channel, AE Services only processed the first message. The subsequent messages in the transmission packet were ignored. This could lead to a loss of station information for AE Services and the DMCC client. This was a transient problem which usually only manifests itself when CM is busy, however, this could be seen at other times. Issue AES : This is a problem which should not occur on an AE Services server with a properly configured dial-plan. However, if the dial-plan on the AE Services server is mis-configured, it may resolve a dialed number to an extension on more than one Communication Manager. When this happens, a TSAPI license would be consumed for each switch, even though the call would be directed to only one of the switches. Furthermore, once the call ended, only one TSAPI license would be released back to WebLM. The other licenses would be retained until AE Services was restarted.

2 This patch contains the following updates to the TSAPI Service: Issue AES : Previously, if a TSAPI application invoked the cstaanswercall() service on behalf of a monitored station and the TSAPI Service was unable to acquire a second ASAI Domain Control for that station, the call would be answered, but the connection state reported in the resulting CSTA Established event was CS_NONE instead of CS_CONNECT. Issue AES : Previously, in some Single Step Conference Call scenarios where the conference call participants are being monitored and controlled by different AE Services servers, the TSAPI Service did not always send a CSTA Connection Cleared event to all of the station monitors when one of the call participants dropped off of the call. Issue AES : Within the TSAPI Service, logic for setting the private data accompanying a CSTA Established event has been corrected. Previously, the values for the Universal Call ID (UCID), distributing device, and/or distributing VDN were sometimes incorrect. This issue was most likely to occur in CSTA Established events resulting from a Single Step Conference Call service request. Issue AES : Within the TSAPI Service, logic for taking the service offline has been corrected to prevent the following error messages from being logged: 14:51:13 ERROR:CRITICAL:TSAPI:G3PD:L 1572:C 2013:[LinkThreadXX]: Link <link-number> exceeded error threshold, close and reopen. 14:51:13 ERROR:WARNING:TSAPI:G3pdHb:asai_rcv() failed, asai_errno= -12 on fd = <file-descriptor> This patch contains the following updates to the AE Services Management Console: Issue AES : The AE Services Management Console displayed the wrong date and time or the message Invalid Date and Time in the upper right corner of the web console for the field labeled, Server Date and Time, when the time zone of the AE Services server was four or more characters. For example, the abbreviated time zone for South Africa is SAST. Issue AES : This change improves the Alarm records cleanup process. Previously, if there are a lot of alarm records, the cleanup process may hang. This patch contains the following updates for Daylight Saving Time (DST): Issue AES : Update the Red Hat Linux tzdata RPM and OpenJDK to accommodate daylight saving time (DST) changes. Resolution Install Super Patch 2 for AE Services Workaround or alternative remediation n/a Remarks 1. What AE Services rpm/s is updated by AE Services Super Patch 2? tzdata-2011h-2.el5.i386.rpm aesvcs-callcontrol i386.rpm aesvcs-platform noarch.rpm aesvcs-userservice-config noarch.rpm aesvcs-watchdog-config noarch.rpm 2. Are there new features or enhancements included in AE Services Super Patch 2? 2013 Avaya Inc. All Rights Reserved. Page 2

3 No. 3. What must application suppliers do to be compatible with AE Services Super Patch 2? (recompile, re-link, etc.) This Super Patch is fully compatible with AE Services 6.2.x Clients and SDKs. 4. Is applying AE Services Super Patch 2 service affecting? The AE Services server will be out of service for 20 to 30 minutes while the patch is being applied. 5. With which Application Enablement Services release(s) is AE Services Super Patch 2 compatible? This patch is compatible with all AE Services offer types. 6. Is the AE Services Super Patch 2 cumulative? Yes, this patch includes the AE Services Super Patch 1 modifications. 7. Is the AE Services Super Patch 2 compatible with Application Enablement Services 5.x and 6.1.x servers? No. The AE Services Super Patch is only supported with AE Services Is the AE Services Super Patch 2 available for all Offer Types? Yes. Please use the appropriate procedure for the upgrade, i.e. via the Patch Management menu in the web console of the System Platform for Virtual Appliance offer and directly on the AE Services server for Bundled, Software Only or VMware systems. 9. What are the CM requirements for the Application Enablement Services Super Patch 2? AE Services supports CM 4.x and later. Note: Certain functionality on AE Services requires CM versions later than CM 5.x Patch Notes The information in this section concerns the patch, if any, recommended in the Resolution above. Backup before applying the patch Please take a backup of the AE Services server data before applying the AE Services Super Patch 2. Follow these steps to back up the AE Services server data: 1. Log into the AE Services Management Console using a browser. 2. From the main menu, select Maintenance Server Data Backup. AE Services backs up the database, and displays the Database Backup screen, that displays the following message: The backup file can be downloaded from Here. 3. Click the "Here" link. A file download dialog box is displayed, that allows you to either open or save the backup file (named as: servername_rsoftwareversion_mvapdbddmmyyyy.tar.gz, where ddmmyyyy is a date stamp). 4. Click Save, and download the backup file to a safe location that the upgrade will not affect. For example, save the file to your local computer or another computer used for storing backups. Download To download the AE Services patch, go to: A. Avaya Support ( On the Downloads and Documents screen, in the textbox labeled Enter Your Product Here, enter Avaya Aura Application Enablement Services and the release option 6.2.x. If the option Select a content type is displayed select the Download radio button and click the button labeled Enter. If the Documents table is displayed, select the link, View downloads, on the right-hand side of the screen above the Documents table. In the Downloads table locate and select the entry, Avaya Aura Application Enablement Services Super Patch 2 (new entries are inserted at the top of the list). B. PLDS ( Select View Downloads. Use the search engine to locate the available downloads for Application Enablement Services using version 6.2 to narrow the search. Locate the entry, Avaya Aura Application Enablement Services Super Patch 2 (new entries are inserted at the end of the list). Alternatively, you can search for the Download ID, which is AES Note: All AE Services Software Downloads are now in PLDS, while the Release Notes documents are provided on the Support Site Avaya Inc. All Rights Reserved. Page 3

4 There will be cross references between the corresponding download entries for patches. File Name File Size MD5 Sum 620_SuperPatch_2.zip MB (107,164,140 Bytes) e89ebf8c81d7b3247c b3190a Before you start with the installation of the Patch, check the md5 checksum of the file. Run the following from the command line: md5sum 620_SuperPatch_2.zip Note: If the MD5 checksum does not match what is stated above, do not proceed with the installation of the patch. Download the patch again and check the MD5 checksum again. Patch install instructions Service-interrupting? How to check the detailed AE Services version Yes A. For the AE Services on System Platform offer, use the System Platform Management Console (and hence see whether the patch has been applied already): 1. Log into the System Platform Management Console using a browser. 2. Go to Virtual Machine Management Manage (that is the page which should come up after connecting to the web console) 3. Verify that your AE Services VM has AE Services running (the GA version shows ) 4. Click on that version information to get the detailed version information in a popup window. 5. If the patch is not listed, continue to the next section, How to install the Super Patch to the AE Services server. Note: When multiple patches for the AE Services server is installed, the System Platform Management Console may show each of the installed patches as Active instead of only showing the latest installed patch as Active and the previous installed patches as Installed. While other VM s may use a patch status consisting of Active, Installed and Uninstalled, AE Services currently only use the patch status Active and Uninstalled. B. For the Bundled, Software Only and VMware offer, use the AE Services Linux console (and hence see whether the patch has been applied already): 1. Start a Linux console session on the AE Services server (locally, via service port, or remotely using e.g. putty or SSH) 2. As the root user, execute the following command: swversion 3. If the patch is not listed, continue to the next section, How to install the Super Patch to the AE Services server. How to install the Super Patch to the AE Services server. A. Patch Installation Instructions for the AE Services on System Platform offer 1. On the System Platform (SP) Management Console, click on Server Management Patch Management Download/Upload 2. Choose the source of the patch (PLDS, HTTP, SP, devices on SP, or local to your PC). 3. After it has been uploaded to SP, click on Manage (from the Patch Management menu). Now you will see the available patch waiting for installation below the caption AES. 4. Once you re ready, click on the PatchID link, finally on the Install button. 5. Follow the on-screen instructions Avaya Inc. All Rights Reserved. Page 4

5 B. Patch Installation Instructions for the Bundled, Software Only or VMware offer: 1. Start a Linux console session on the AE Services server (locally, via service port, or remotely using e.g. putty or SSH) 2. Secure copy 620_SuperPatch_2.zip to the /tmp directory on the AE Services server. 3. As the root user, execute the following from the command line: cd /tmp update -u --force 620_SuperPatch_2.zip 4. Follow the on-screen instructions. After applying the Super Patch, reboot the AE Services server. A. For the AE Services on System Platform offer 1. On the System Platform Management Console, click on Virtual Machine Management Manage. 2. On the Manage Virtual Machines page, click on Application Enablement Services 3. On the Application Enablement Services page, click on Reboot B. For the Bundled, Software Only or VMware offer As the root user execute the following command from the command line: shutdown r now Post Patch Installation Verification: 1. Start a Linux console session on the AE Services server (locally, via service port, or remotely, using e.g. putty) 2. Login as sroot or root 3. Run the following command to verify the installation of Super Patch 2: swversion The swversion command should return something similar to the following if Super Patch 1 and 2 are installed: ************* Patch Numbers Installed in this system are ************* 1 2 In case you used swversion -a, the RPMs will be listed as well below the patch number this is the output: ************* Patch Numbers Installed in this system are ************* 1 aesvcs-callcontrol i386.rpm aesvcs-platform noarch.rpm aesvcs-userservice-config noarch.rpm aesvcs-watchdog-config noarch.rpm 2 tzdata-2011h-2.el5.i386.rpm aesvcs-callcontrol i386.rpm aesvcs-platform noarch.rpm aesvcs-userservice-config noarch.rpm aesvcs-watchdog-config noarch.rpm Note: Instead of the steps 1-3 as listed above, you can use the same procedure as described at 2013 Avaya Inc. All Rights Reserved. Page 5

6 the beginning of this section for AE Services on System Platform (which does not require a console login). 4. Login to the AE Services Management Console using a browser. 5. From the main menu, click Status. 6. On the Status page, verify that all previously licensed services are running. 7. Validate the server configuration data, as follows: From the main menu, click Networking. Under AE Service IP (Local IP), verify that the settings are correct. Under Network Configure, verify that the settings are correct. Under Ports, verify that the settings are correct. 8. Check all of the remaining Management Console pages listed under AE Services and Communication Manager Interface. Verify that the information is complete and correct. This completes the installation of the Super Patch. Follow this procedure only if the AE Services server configuration data has changed. Follow this procedure to restore the AE Services server data: 1. From the main menu of the AE Services Management Console, select Maintenance Server Data Restore. The Management Console displays the Restore Database Configuration screen. The initial state of the Restore Database page provides you with two basic functions: Text box with the Browse button, which provides the means to select a backup file to use for the Restore process. Alternatively, you can type a fully qualified name of the backup file in the text box. Restore button, that starts the Restore process 2. Click Browse and locate the AE Services database backup file that you intend to use (For example: servername_r _mvapdb tar.gz). 3. Click Restore. The Management Console redisplays the Restore Database Configuration page, with the following message. "A database restore is pending. You must restart the Database Service and the AE Server for the restore to take effect. To restart these services now, click the Restart Services button below." 4. Click Restart Services. AE Services restarts the Database Service and the AE Services, thereby completing the Restore process. Verification See the Post Patch Installation Verification section above. Failure n/a Patch uninstall instructions Follow the Patch Uninstall Instructions: A. Patch Uninstall Instructions for the AE Services on System Platform offer: 1. On the System Platform Management Console, click on Server Management Patch Management Manage. Now you will see the installed patch as active. Note: When multiple patches for the AE Services server is installed, the System Platform Management Console may show each of the installed patches as Active instead of only showing the latest installed patch as Active and the previous installed patches as Installed. While other VM s may use a patch status consisting of Active, Installed and Uninstalled, AE Services currently only use the patch status Active and Uninstalled. 2. Click on the PatchID link, finally on the Remove button. 3. To also remove the patch file itself, click on the Remove Patch File button (optional) Avaya Inc. All Rights Reserved. Page 6

7 B. Patch Uninstall Instructions for the Bundled, Software Only or VMware offer: 1. Start a Linux console session on the AE Services server (locally, via service port, or remotely using e.g. putty or SSH). 2. As the root user, execute the following from the command line: update -e 2 3. Follow the on-screen instructions. Follow this procedure to restore the AE Services server data using the backup data saved during the patch install process: 1. From the main menu of the AE Services Management Console, select Maintenance Server Data Restore. The Management Console displays the Restore Database Configuration screen. The initial state of the Restore Database page provides you with two basic functions: Text box with the Browse button, which provides the means to select a backup file to use for the Restore process. Alternatively, you can type a fully qualified name of the backup file in the text box. Restore button, that starts the Restore process 2. Click Browse and locate the AE Services database backup file that you intend to use (For example: servername_r _mvapdb tar.gz). 3. Click Restore. The Management Console redisplays the Restore Database Configuration page, with the following message. "A database restore is pending. You must restart the Database Service and the AE Server for the restore to take effect. To restart these services now, click the Restart Services button below." After removing Super Patch 2 and scheduling the restore, reboot the AE Services server. A. For AE Services on System Platform 1. On the System Platform Management Console, click on Virtual Machine Management Manage. 2. On the Manage Virtual Machines page, click on Application Enablement Services 3. On the Application Enablement Services page, click on Reboot B. For the Bundled, Software Only or VMware offer As the root user, execute the following command from the command line: shutdown r now Do I have to perform any additional steps if I am uninstalling the Super Patch? No. Security Notes The information in this section concerns the security risk, if any, represented by the topic of this PSN. Security risks n/a Avaya Security Vulnerability Classification Not Susceptible Mitigation n/a 2013 Avaya Inc. All Rights Reserved. Page 7

8 For additional support, contact your Authorized Service Provider. Depending on your coverage entitlements, additional support may incur charges. Support is provided per your warranty or service contract terms unless otherwise specified. Avaya Support Contact Telephone U.S. Remote Technical Services Enterprise U.S. Remote Technical Services Small Medium Enterprise U.S. Remote Technical Services BusinessPartners for Enterprise Product BusinessPartners for Small Medium Product Please contact your distributor. Canada Caribbean and Latin America Europe, Middle East, and Africa Asia Pacific Disclaimer: ALL INFORMATION IS BELIEVED TO BE CORRECT AT THE TIME OF PUBLICATION AND IS PROVIDED AS IS. AVAYA INC., ON BEHALF OF ITSELF AND ITS SUBSIDIARIES AND AFFILIATES (HEREINAFTER COLLECTIVELY REFERRED TO AS AVAYA ), DISCLAIMS ALL WARRANTIES, EITHER EXPRESS OR IMPLIED, INCLUDING THE WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE AND FURTHERMORE, AVAYA MAKES NO REPRESENTATIONS OR WARRANTIES THAT THE STEPS RECOMMENDED WILL ELIMINATE SECURITY OR VIRUS THREATS TO CUSTOMERS SYSTEMS. IN NO EVENT SHALL AVAYA BE LIABLE FOR ANY DAMAGES WHATSOEVER ARISING OUT OF OR IN CONNECTION WITH THE INFORMATION OR RECOMMENDED ACTIONS PROVIDED HEREIN, INCLUDING DIRECT, INDIRECT, CONSEQUENTIAL DAMAGES, LOSS OF BUSINESS PROFITS OR SPECIAL DAMAGES, EVEN IF AVAYA HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES. THE INFORMATION PROVIDED HERE DOES NOT AFFECT THE SUPPORT AGREEMENTS IN PLACE FOR AVAYA PRODUCTS. SUPPORT FOR AVAYA PRODUCTS CONTINUES TO BE EXECUTED AS PER EXISTING AGREEMENTS WITH AVAYA. All trademarks identified by or TM are registered trademarks or trademarks, respectively, of Avaya Inc. All other trademarks are the property of their respective owners Avaya Inc. All Rights Reserved. Page 8