Product Correction Notice (PCN)

Product Correction Notice (PCN) Issue Date: June 30, 2008 Archive Date: N/A Supplement 3 Date: October 12, 2010 PCN Number: 1641P SECTION 1 - CUSTOMER NOTICE This PCN address issues with the following products and systems: CALL MANAGEMENT SYSTEM RELEASE 14.1 (Standard) Does this PCN apply to me? If customers want the latest Solaris patches and any bug fixes listed. NOTE: This PCN requires the use of the latest (KA.27 or later) version of CMS R16 Supervisor due to the inclusion of Solaris SSH security improvement patches. This version of CMS Supervisor is available at no cost for download on the support.avaya.com web site. What you should do when you receive this PCN: Schedule down-time for installation. Follow the installation instructions. Description of PCN: October 12, 2010 Supplement 3 contains everything in earlier supplements as well as a few new fixes listed in following sections. February 8, 2010 - Supplement 2 is being issued to provide the latest Solaris patches and a few bug fixes. May 4, 2009 - Supplement 1 is being issued to provide the latest Solaris patches and a few bug fixes. This PCN is being issued for R14.1 Standard CMS to support an extended dial plan. What is the nature of the PCN? Recommended to be Installed by: This PCN addresses and resolves the following issues: Bug fixes and Solaris patch update. Customer Installable The following CMS fixes are newly included in this version of the PCN: At times the harchiver would hang, this has been fixed in this release When an agent is being Service Observed by another agent, the first agent can transfer the call without issue. Rev 4.14 May 03, 2006 Page 1 of 13 1641Pr2.doc

When path replacement occurrs before agent answer while multiple skill queuing was in place, the call is now handled correctly. If an agent conferences other agents but doesn t hang up on the other agents if they never answer ( in other words, the conference appeared to have agents talking on a call with the ringing sound as part of the conference); after the call ends, CMS still thought the agent who didn t answer was ringing. This is now fixed. When in ACW, if an agent makes a call, normally the call pegs as an ACWOUTOFFCALL. However, if the agent makes the same call, but puts the call on hold and then returns to it, it does not peg as an ACWOUTOFFCALL. CMS will now peg ACWOUTOFFCALL in both cases. The integration between CM & ICR creates call scenarios where a call is transferred to an ICR related trunk using a rename transfer. Before this fix, the calls were sometimes recorded as abandoned or other, when they should have been recorded as other and answered, depending on the scenario. The calls are correctly recorded with this fix. Reinstallation of SUNWuiu8 package since absence of this package causes local codeset string conversion to UTF-8 to fail The following fixes were released in earlier versions of this PCN and continue to be included: Agent exceptions are now detected at state change instead of time limit exceeded and immediately written to the Exception Log. A Solaris patch is applied that improves security on the CMS Supervisor SSH connection. Therefore, the latest version of CMS Supervisor is required (version KA.27, which is available for free download on support.avaya.com under release R16) CMS Supervisor R16 and Network Reporting R16 have the following fixes included in this PCN: Improved silent installation options including improved logging and language options. These and other new command line option details can be found in the Supervisor Installation Guide on www.support.avaya.com PCNs are cumulative. This means that fixes provided in earlier versions of this PCN are also included in this version. The following CMS fixes have been addressed in previous versions of this PCN: Support for Tivoli TSM 5.5 Allow Custom reports that include an exceptionally large range of agents to have correct totals. Customers can tell if they have this problem, by splitting the same range of agents into 2 or more reports where the totals are correct. Trunk Performance Report for a single day that includes a Rev 4.14 May 03, 2006 Page 2 of 13 1641Pr2.doc

usetime of 0 now executes without error. Agent Admin->Config Report->List Agent Skills now shows the skill data for the last agent listed in the report. Exceptions set in CMS for the ASCII interface are now written more quickly to the log files CMS will now handle 15 digit dial-plans, although they will be truncated to 7 digits in the CMS. For this reason, extensions and logids must be unique in the lower 7 digits. The Agent Admin->Config Report->List Agent Skills report has been updated to fix the last entry on the report. Link no longer goes down when a call completes for a VDN that has been removed. Acceptable calls are no longer recorded in split/vdn historical tables where call profiles have not been established. Average talk time has been fixed when a call hangs up while on hold. The switch link no longer becomes non-responsive with large call flow loads. Fix issue with CMS running out of unmeasured trunk rows. The following CMS fixes were addressed with PCN 1613P: Cannot load haglog table into pseudo acd from full maintenance backup Spi cores when a call is ringing at an agent during path replacement A data migration from a system with an R8 switch failed Spi is erroneously ignoring calls CMS now supports CM 5.0 connectivity rhosts options has been removed the /etc/pam.conf file Solaris patches have been updated Could only select vectors 1-999 from ascii version of ACD Admin Log report For some international sites, internal clock jumps ahead by 60 min. In specific cases, the real-time database process (rtdbm) crashed or hung and had memory leak issues Rev 4.14 May 03, 2006 Page 3 of 13 1641Pr2.doc

This PCN includes these Solaris patches: # MASTER PATCH LIST FOR SPATCHES # Patch# -m <platforms> -h <hardware> -s <req'd pkg> -v <req'd pkg ver> -p <patches> -o # Platforms: (these are the options for -m) # Ultra5, E3000, E3500, SunBlade100,SunBlade150, SunFire880, SunFire890, # Netra210 # -m switch can contain multiple platforms. # Use comma separated platform names (no spaces) # e.g. 111111-01 -m Ultra5,SunBlade100,SunBlade150 # Hardware: sun4u and sun4m (command to get hardware: uname -m) # Patches switch (-p) can also contain multiple patches. # Use comma separated patch names (no spaces) # e.g. 111111-01 -p 1010101-04,103301-01 # -o indicates the patch is an OBP (EEPROM) patch # E3500 bootrom 103346-30 -m E3500 -o # SunFireV880/890 bootrom 121688-04 -m SunFire880,SunFire890 -o # Sun Netra 210 bootrom 121683-06 -m Netra210 -o # Start of recommended/security patches 112963-35 124830-01 113273-10 -p 112908-24 112951-14 112964-17 114363-04 112817-33 113713-28 113718-05 114564-14 113322-03 113280-10 113798-02 117477-01 113240-13 113077-25 -p 123056-01 113329-27 113330-03 112808-10 112807-22 -p 112785-55 112810-06 113451-16 114014-27 114344-43 -p 115683-02 114721-06 119449-01 113031-04 111711-26 117171-17 116561-16 -p 118558-31 117114-02 Rev 4.14 May 03, 2006 Page 4 of 13 1641Pr2.doc

111712-26 116538-03 118558-39 -p 116532-01 112908-37 122300-51 -p 118558-39 112874-46 112926-06 116774-04 -p 115683-03 117143-02 117455-01 118586-02 114370-05 114731-09 112834-06 113033-05 114971-03 118300-02 118335-08 112811-02 117445-01 119433-01 115683-03 116532-03 113319-27 113320-07 -p 123056-01 113335-04 112785-65 113068-06 113072-08 112998-05 112913-02 -m SunFire880,SunFire890 114135-03 114133-04 112921-09 112922-02 112923-04 112960-69 115695-03 116047-03 116453-03 116231-03 117459-01 112661-13 113073-14 112925-08 114219-11 116548-05 116552-03 114600-06 116530-02 112771-34 113434-38 114329-02 114224-06 114380-04 114387-06 Rev 4.14 May 03, 2006 Page 5 of 13 1641Pr2.doc

114718-05 115259-03 115336-05 115542-02 115544-03 115545-03 116009-05 116498-02 117123-08 117457-01 117471-04 117480-01 119438-01 119447-01 119929-01 119976-01 120241-04 113720-02 120441-03 120443-01 114349-05 -p 114344-41 116014-06 116016-05 117560-06 117595-05 118465-03 118535-06 120768-01 117071-01 116543-05 116670-04 117985-03 119937-04 121194-01 121314-02 121319-01 121588-01 113225-22 113244-09 113471-09 113764-05 114006-02 114713-03 -p 112874-36 117433-02 111703-04 112915-06 113493-03 113575-11 113716-04 114128-03 114129-02 114716-05 -p 114235-02 115677-02 -p 121321-01 116527-02 116780-02 117067-05 117177-02 Rev 4.14 May 03, 2006 Page 6 of 13 1641Pr2.doc

112959-03 -m SunFire880,SunFire890 120240-01 121321-03 123766-02 123767-01 124215-01 121992-01 122002-01 122484-01 122709-01 122713-01 122716-01 122976-01 123056-01 -p 118558-27 123058-01 123182-01 124498-01 116510-02 114235-02 123366-01 123761-04 -p 118558-31 123368-01 123370-01 123372-02 123374-01 123378-01 123380-01 123382-01 123384-01 123386-01 123396-01 123376-01 112837-21 113494-02 113981-06 114586-04 137400-01 137477-01 138577-01 138896-01 139384-01 140426-01 # End of recommended patches # Hardware, security, other patches # End of recommended/security patches # Other patches recommended by patchchk 113027-07 -s SUNWfruid ##### HARDWARE PATCHES ##### # eri patch 112965-07 # SUNWmd patch 116669-39 # USB drivers & Framework patch 115553-29 -p 118558-18 # SUNWged patch 3.0 Gigabit Ethernet 117119-05 # hme driver patch Rev 4.14 May 03, 2006 Page 7 of 13 1641Pr2.doc

113226-06 # uata driver patch 112954-20 #psrinfo patch 114259-02 #VTS Patch 126370-01 -s SUNWvts -v 5.1 120967-01 -s SUNWvts -v 5.1 119837-03 -s SUNWvts -v 5.1 #RSC 2.2.2 patch 116363-07 -s SUNWrsc -v 2.2.2 # 4422A card patch 112838-13 -s SUNWefcx # Quad Ethernet qfe driver 112764-09 # M64 driver Patch (SunBlade only) 112622-19 -m SunBlade100,SunBlade150 # XVR-100 Driver Patch (Sun Fire V880/V890 and Netra 210 only) 114538-47 -m SunFire880,SunFire890,Netra210 # UltraSparc IV support Patch (Sun Fire V880/V890 only) 115669-03 -m SunFire880,SunFire890 Rev 4.14 May 03, 2006 Page 8 of 13 1641Pr2.doc

Level of Risk/Severity Class 1=High Class 2=Medium Class 3=Low Is it required that this PCN be applied to my system? The risk if this PCN is not installed: Class 2 No. Customers may experience problems that have been fixed by this PCN. Is this PCN for US customers, non-us customers, or both? Does applying this PCN disrupt my service? Installation of this PCN is required by: Release notes and workarounds are located: How to determine if your product is affected: Required materials (If PCN can be customer installed): Both Yes. CMS must be turned off to upgrade. Only those customers requesting it. N/A If you experience any of the problems discussed in this PCN or desire any enhancements. Comcode Qty_ Description 700501025 1 CMS R14.1 Software CD Load r14.1aa.k Optional ordering of Comcodes: These versions of Supervisor and Network Reporting are REQUIRED, however, the ordering of the media is optional since the files are available for download on www.support.avaya.com 700500040 1 CMS Supervisor R16 KA_27 700500041 1 CMS Network Reporting R16 KA_26 Rev 4.14 May 03, 2006 Page 9 of 13 1641Pr2.doc

Provisioning instructions (If PCN can be customer installed): Avaya U.S. Direct Customers: Customers are to contact the Avaya Global Support Services (GSS) @ 1-800-242-2121 to request the PCN. The Avaya GSS is to approve the customer s request. The ordering and shipping of PCN material for direct customers and/or Avaya Service technicians is to follow current processes. Avaya U.S. BusinessPartners: BusinessPartners are to contact the Avaya Dealer Desk @ 800-222-7278, prompt 1, to order the PCN material outlined in this PCN notice. Authorization from Avaya GSS is not required. BusinessPartners needing technical support should contact the Avaya GSS (charges may be applicable). Avaya Non-U.S.: Non-U.S. customers are to contact their Regional Support Center and the Regional Coordinators will handle the PCN request. Finding the installation instructions (If PCN can be customer installed): Installation instructions are located: CMS R14 Base Load Upgrade Document. Instructions will include: How to install the CMS software and patches if necessary. Rev 4.14 May 03, 2006 Page 10 of 13 1641Pr2.doc

SECTION 1A PATCH INFORMATION Note: Customers are required to backup their systems before applying the Patch. How to verify the installation of the patch has been successful: What you should do if the patch installation fails? How to remove the patch if malfunction of your system occurs: As the patches are installing, you will receive notification of successful installation. Contact the Avaya Services organization. Instructions: CMS R14 Base Load Upgrade Document, ~page 39 in the section titled: Removing CMS patches. SECTION 1B SECURITY INFORMATION Are there any security risks involved? Avaya Security Vulnerability Classification: No. Low. Mitigation: N/A SECTION 1C ENTITLEMENTS AND CONTACTS Material Coverage Entitlements: No cost to customer for the software. Customer can pay Avaya to perform the upgrade if desired. Rev 4.14 May 03, 2006 Page 11 of 13 1641Pr2.doc

Avaya Customer Service Coverage Entitlements: Avaya is issuing this PCN as remotely installable by the customer. If the customer requests Avaya to install this PCN, it is considered a billable event as outlined in Section 4 (Software Updates and Product Correction Notices) of the Avaya Service Agreement Supplement (Full Maintenance Coverage) unless the customer has purchased an Avaya Services enhanced offer such as the Avaya Services Product Correction Support offer. Additionally, Avaya on-site support is not included. If on-site support is requested, Avaya will bill the customer current Per Incident charges unless the customer has purchased an Avaya Services enhanced offer such as the Avaya Services Product Correction Support offer. Customers under the following Avaya coverage: -Warranty -Full Coverage Service Contract* -On-site Hardware Maintenance Contract* Remote Current Per Incident Rates Apply Installation Remote or Current Per Incident Rates Apply On-site Services Labor * Service contracts that include both labor and parts support 24x7, 8x5. Customers under the following Avaya coverage: -Software Support -Software Support Plus Upgrades -Remote Only -Parts Plus Remote -Remote Hardware Support -Remote Hardware Support w/ Advance Parts Replacement Remote Per the Terms of the Service Contract Installation Remote or Per the Terms of the Service Contract On-site Services Labor Per Incident Customer (No Avaya Warranty or Avaya Service Contract) Remote Current Per Incident Rates Apply Installation Remote or Current Per Incident Rates Apply On-site Services Labor Avaya Product Correction Notice Support Offer The Avaya Product Correction Support Offer provides out-ofhours support for remote and on-site technician installable PCNs, and Avaya installation for all Avaya issued PCNs that are classified as Customer-Installable. Refer to the PCN Offer or contact your Avaya Account Representative for complete details. Rev 4.14 May 03, 2006 Page 12 of 13 1641Pr2.doc

Avaya Authorized BusinessPartner Service Coverage Entitlements: Authorized BusinessPartner Avaya authorized BusinessPartners are responsible for the implementation of this PCN on behalf of their customers. Any support or work performed by Avaya may result in Per Incident charges. Avaya Contacts: For assistance with this PCN contact your local or regional Service group. Contact Avaya Support 2005 Avaya Inc. All Rights Reserved. All trademarks identified by the or TM are registered trademarks or trademarks, respectively, of Avaya Inc. All other trademarks are the property of their respective owners. Rev 4.14 May 03, 2006 Page 13 of 13 1641Pr2.doc