Avaya Interaction Center Siebel 7 Integration Release Readme

Transcription

1 Avaya Interaction Center Siebel 7 Integration Release Readme June 2004

2 2004, Avaya Inc. All Rights Reserved Notice Every effort was made to ensure that the information in this document was complete and accurate at the time of printing. However, information is subject to change. 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 Centre 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 working on your company's behalf). Be aware that there may 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 Web site: Select Support, then select Escalation Lists. This Web site includes telephone numbers for escalation within the United States. For escalation telephone numbers outside the United States, select Global Escalation List. Providing telecommunications security Telecommunications security (of voice, data, and/or video communications) is the prevention of any type of intrusion to (that is, either unauthorized or malicious access to or use of) your company's telecommunications equipment by some party. Your company's telecommunications equipment includes both this Avaya product and any other voice/data/video equipment that could be accessed via this Avaya product (that is, networked equipment ). An outside party is anyone who is not a corporate employee, agent, subcontractor, or working on your company's behalf. Whereas, a malicious party is anyone (including someone who may be otherwise authorized) who accesses your telecommunications equipment with either malicious or mischievous intent. Such intrusions may be either to/through synchronous (time-multiplexed and/or circuit-based) or asynchronous (character-, message-, or packetbased) equipment or interfaces for reasons of: Utilization (of capabilities special to the accessed equipment) Theft (such as, of intellectual property, financial assets, or tollfacility access) Eavesdropping (privacy invasions to humans) Mischief (troubling, but apparently innocuous, tampering) Harm (such as harmful tampering, data loss or alteration, regardless of motive or intent) Be aware that there may be a risk of unauthorized intrusions associated with your system and/or its networked equipment. Also realize that, if such an intrusion should occur, it could result in a variety of losses to your company (including but not limited to, human/data privacy, intellectual property, material assets, financial resources, labor costs, and/or legal costs). Your responsibility for your company's telecommunications security The final responsibility for securing both this system and its networked equipment rests with you - an Avaya customer's system administrator, your telecommunications peers, and your managers. Base the fulfillment of your responsibility on acquired knowledge and resources from a variety of sources including but not limited to: Installation documents System administration documents Security documents Hardware-/software-based security tools Shared information between you and your peers Telecommunications security experts To prevent intrusions to your telecommunications equipment, you and your peers should carefully program and configure: Your Avaya-provided telecommunications systems and their interfaces Your Avaya-provided software applications, as well as their underlying hardware/software platforms and interfaces Any other equipment networked to your Avaya products. Link disclaimer Avaya Inc. is not responsible for the contents or reliability of any linked Web sites and does not necessarily endorse the products, services, or information described or offered within them. We cannot guarantee that these links will work all of the time and we have no control over the availability of the linked pages. Trademarks All trademarks identified by the or are registered trademarks or trademarks, respectively, of Avaya Inc. All other trademarks are the property of their respective owners. Avaya, Conversant, CustomerQ, Definity, DefinityOne, MultiVantage, Nabnasset, Quintus, and WebQ are registered trademarks or trademarks of Avaya Inc. in the United States or other countries or both. Ordering information: Avaya Publications Center Voice: (Toll-free, U.S. and Canada only) Fax: (Toll-free, U.S. and Canada only) Write: Globalware Solutions 200 Ward Hill Avenue Haverhill, MA USA Attention: Avaya Account Manager Web: totalware@gwsmail.com Avaya support Avaya provides a telephone number for you to use to report problems or to ask questions about your contact center. The support telephone number is in the United States. For additional support telephone numbers, see the Avaya Web site: Select Support, then select Escalation Lists. This Web site includes telephone numbers for escalation within the United States. For escalation telephone numbers outside the United States, select Global Escalation List. Comments To comment on this document, send to crminfodev@avaya.com. Acknowledgment This document was written by the CRM Information Development group.

3 Avaya Interaction Center Siebel 7 Integration Release Readme Contents Chapter 1: Product Updates and Support...5 Chapter 2: Supported Platforms and Languages...7 Supported Platforms...7 Recent Platform Exceptions...7 Supported Languages...7 Chapter 3: Installation...8 Patches...9 Chapter 4: Known Problems and Workarounds...11 Localization...12 Client Applications...13 Servers...14 Supported Languages...15 Documentation...16 Documentation Workaround...16 Issue 1.0 June

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5 Chapter 1: Product Updates and Support The latest product updates for all supported versions of Avaya Interaction Center can be found online at the Support Center section of our Web site. You should check this site before you install Avaya IC to make sure you have the latest patches, and then check it periodically to make sure you have any future updates to the suite. To get the patches, contact Avaya Technical Support through your named support contact: On the Internet, log in to the Avaya Technical Support Web site at: By telephone, from 8:30 a.m. to 8:30 p.m. (Eastern Standard Time), Monday through Friday (excluding holidays), calling: TECH-SPT ( ) in the U.S. and Canada or for international users. your question or problem to You may be asked to one or more files to Technical Support for analysis of your application and its environment. If you do not have a WebQ user ID/password, send an request, along with your preferred user ID and password, to crmsupport@avaya.com. (Please note that your user name and password must each be at least 6 characters long, your password must contain at least one number, your user name and password cannot be the same, and you must already be set up as an approved support contact.) Note: If you have difficulty reaching CRM Technical Support through the above URL or address, please go to for further information. Issue 1.0 June

6 Product Updates and Support 6 Readme

7 Supported Platforms Chapter 2: Supported Platforms and Languages This section provides information about the platforms and languages supported for the Avaya IC Siebel 7 integration. Supported Platforms Avaya IC for Siebel 7 is supported on the Microsoft Windows, IBM AIX, and Sun Solaris platforms. For detailed information on supported platforms, including browsers, operating systems, and databases, see the Avaya IC for Siebel 7 Integration documentation. Recent Platform Exceptions Business Advocate on the Nortel Meridian Link switch does not automatically take over the call handling in the event of a link failure. Manual intervention is necessary to minimize the impact to call handling. Calls in queue are likely to abandon during this condition. For information regarding this manual intervention, contact Avaya Technical Support. Voice Media Module (VMM) is not supported on the AIX platform. VMM should be run on a Windows or Solaris server. Supported Languages Avaya IC for Siebel 7 supports the following languages: English German French Italian Spanish Portuguese Japanese Korean Issue 1.0 June

8 Supported Platforms and Languages Simplified Chinese Avaya IC also includes Thai language support for Management, Web Management, and other basic Avaya IC channels in a Windows 2000 environment only. Thai language support does not include the following: B. E. (Buddist Era) Date Formats Thai word wrap in Web Agent, IC Manager, and Website Document searches in Web Self-Service and QKnowledge Spell checking Content Analyzer Solaris or AIX operating systems Note: Agent desktop applications in Avaya IC include localized interfaces for the supported languages, but the Avaya Business Applications are not internationalized. (In other words, the out-of-the-box field labels have been translated, but no localespecific field modifications have been done.) You can use the Avaya Database Designer to customize the Avaya Business Applications to meet your locale-specific requirements. Consult Siebel documentation for information regarding the platforms and languages that the Siebel 7 application supports. Chapter 3: Installation For detailed installation instructions, consult the documentation resident in the Docs folder on the product CD-ROM. The following two documents are included on this CD-ROM: Avaya IC for Siebel 7 Integration (sbl7int.pdf) -- Contains a detailed description of the integration functionality, architecture, installation and configuration instructions, and other related Avaya IC for Siebel 7 product information. Avaya IC for Siebel 7 User Guide (sbl7agnt.pdf) -- Contains a complete agent user guide describing how to perform routine contact center tasks using the integrated Avaya Interaction Center and Siebel call center products. Note: The installer on this CD-ROM does not copy the product documentation to the hard disk of the installation machine. You must perform this procedure manually if you want the documentation accessible on your computer once you have removed the product CD-ROM. This section describes the patches, known issues and, where applicable, workarounds related to the installation of the Avaya IC Siebel 7 integration. This information is not included in the Avaya IC for Siebel 7 Integration nor IC Installation and Configuration Guide. 8 Readme

9 Note: For other known issues, see Known Problems and Workarounds on page 11. Patches After you install the Avaya IC Siebel 7 integration, apply the patches, if any, in the patches directory of the product CD-ROM. For details about these patches, see the associated patch Readmes in those subdirectories. Note: If the patches directory does not exist on the product CD-ROM, then you may skip this step. Issue 1.0 August

10 Supported Platforms and Languages 10 Readme

11 Chapter 4: Known Problems and Workarounds This section describes the known issues and workarounds, when available, of Avaya IC for Siebel 7, organized by component. Localization Client Applications Servers Supported Languages Documentation Note: This document lists only the known problems and workarounds related directly to the integration of Avaya IC and Siebel 7. It is important that you also consult the list of known problems and workarounds in the Avaya Interaction Center Readme on the Avaya IC product CD-ROM. Issue 1.0 June

12 Known Problems and Workarounds Localization This section describes the known issues and workarounds, if any, related to the localization of the Avaya IC Siebel 7 integration. Note: Section, Documentation, provides a workaround to a missing documentation section for importing a localization file to localize the text for the following Siebel escript files: AvayaICDriver.js CommInboundItemListApplet.js CommOutboundItemFormApplet.js SendCommunicationApplet.js (Avaya-first only) 12 Readme

13 Client Applications Client Applications This section describes the known issues and workarounds, if any, related to the client applications in the Avaya IC Siebel 7 integration: Component Key Summary Avaya Agent Avaya Agent (qui.exe) does not start properly when using OLE Automation. This may impact the ability to have the Siebel thin-client start the Avaya Agent if the system has been configured this way. Workaround: You can launch Avaya Agent using a Shell based mechanism (see the Avaya IC Readme for details), or start Avaya Agent first and configure the agent properties to have it launch the Siebel thinclient. Issue 1.0 June

14 Known Problems and Workarounds Servers This section describes the known issues and workarounds, if any, related to the servers in the Avaya IC Siebel 7 integration: Component Key Summary Adaptive Interaction Center Driver (AICD) Adaptive Interaction Center Driver (AICD) Adaptive Driver (AED) The media type of a voice-only contact is identified as WebVoice after an agent drops the web portion of a Web plus Voice (multimedia) contact and transfers it to another agent. The transferring agent s Siebel workitem dropdown list correct displays the media type as an outbound call prior to the transfer If the customer hangs up while the agent is in the middle consult transferring the call to another agent, the Siebel work item dropdown list at the agents may not indicate the correct state of the call. For instance, the transferredto agent s display may still show that a consult transfer is in progress The AED does not flush its log messages even if the user selects flush in the AED s IC Manager logging options. Workaround: If you need a complete AED log file, shutdown the Siebel Communications Inbound Manager that loads the AED. At this point the log will be flushed. You can then restart the Comm. Inbound Manager. Note that the AED cannot process any content analysis requests while the Comm. Inbound Manager is not running. In addition, some content analysis requests may need to be reprocessed by the AED when it comes back up. EAI Server Text file attachments, such as.txt and.ini, transferred via EAI server to Siebel may be appended with 2 extra linefeed characters, making the files 4 bytes larger than the originals. Also, the file size shown in the Siebel response view may sometimes be inaccurate. 14 Readme

15 Supported Languages Supported Languages This section describes the known issues and workarounds, if any, with respect to the following supported languages: Thai Thai Component Key Summary EAI Server When a Siebel agent receives an with a file attachment that containsthai characters in the filename, the File Download dialog in Siebel may show the filename corrupted. This will not affect the contents of the attachment. Workaround: When saving, you can manually type in the correct Thai filename. Issue 1.0 June

16 Known Problems and Workarounds Documentation This section describes the known issues and workarounds, if any, related to the documentation for the Avaya IC Siebel 7 integration: Component Key Summary Documentation Avaya IC for Siebel 7 Integration Documentation Avaya IC for Siebel 7 Integration Section escript files in chapter 16 refers to file ErrorStrings.sif. The name of the file is actually, Siebel 7.5_L10N.sif Instructions for importing some localized error strings for the channel are missing from the document. See Documentation workaround for the correct instructions. Documentation Workaround If you use the channel and you configure Siebel 7.5 to support languages other than English, then you need to use Siebel Tools to import the localized error strings file Siebel 7.5_L10N.sif. Note: Localized error strings are not supplied for Siebel The file Siebel 7.5_L10N.sif was installed on your Siebel Server, under the Siebel directory <SIEBEL_HOME>\siebsrvr, when you installed the IC Siebel Integration on the Siebel Server. You will use either of the following procedures, depending on whether your use the Avaya- First or Siebel-First configuration, to import the file Siebel 7.5_L10N.sif using Siebel Tools: Avaya-First Repeat the steps 1 through 20 documented in Chapter 11 under section, Installing escripts on the Siebel server. On step 7 you will browse to <SIEBEL_HOME>\siebsrvr and select the file, Siebel 7.5_L10N.sif and click Open. Siebel-First - Repeat steps 1 through 20 documented in Chapter 12 under section, Installing escripts and English error strings on the Siebel server to also import file Siebel 7.5_L10N.sif. On step 7 you will browse to <SIEBEL_HOME>\siebsrvr and select the file, Siebel 7.5_L10N.sif and click Open. 16 Readme

17 Index A Adaptive Driver Adaptive Interaction Center Driver Avaya Agent Avaya Technical Support Web... 5 C CRM Technical Support... 5 D documentation... 7, 8, 16 E EAI Server... 14, 15 I Patches... 9 K Known Problems and Workarounds Client Applications Documentation Localization Servers Supported Languages P Product Updates and Support... 5 S Supported Platforms and Languages... 7 Supported Languages... 7 Supported Platforms... 7 Installation... 8