Release Notes for Avaya Proactive Contact 4.2.3 Supervisor
Copyright@2013 Notice: While reasonable efforts were made to ensure that the information in this document was complete and accurate at the time of printing, Avaya Inc. can assume no liability for any errors. Changes and corrections to the information in this document might be incorporated in future releases. Documentation disclaimer: Avaya Inc. is not responsible for any modifications, additions, or deletions to the original published version of this documentation unless such modifications, additions, or deletions were performed by Avaya. Customer and/or End User agree to indemnify and hold harmless Avaya, Avaya's agents, servants and employees against all claims, lawsuits, demands and judgments arising out of, or in connection with, subsequent modifications, additions or deletions to this documentation to the extent made by the Customer or End User. 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IF YOU 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 standalone 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. License type(s) Designated System(s) License (DS): End User may install and use each copy of the Software on only one Designated Processor, unless a different number of Designated Processors is indicated in the Documentation or other materials available to End User. Avaya may require the Designated Processor(s) to be identified by type, serial number, feature key, location or other specific designation, or to be provided by End User to Avaya through electronic means established by Avaya specifically or this purpose. Concurrent User License (CU): End User may install and use the Software on multiple Designated Processors or one or more Servers, so long as only the licensed number of Units are accessing and using the Software at any given time. A Unit means the unit on which Avaya, at its sole discretion, bases the pricing of its licenses and can be, without limitation, an agent, port or user, an e-mail or voice mail account in the name of a person or corporate function (e.g., webmaster or helpdesk), or a directory entry in the administrative database utilized by the Product that permits one user to interface with the Software. Units may be linked to a specific, identified Server. Database License (DL): Customer may install and use each copy of the Software on one Server or on multiple Servers provided that each of the Servers on which the Software is installed communicate with no more than a single instance of the same database. CPU License (CP): End User may install and use each copy of the Software on a number of Servers up to the number indicated by Avaya provided that the performance capacity of the Server(s) does not exceed the performance capacity specified for the Software. 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 e-mail 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): With respect to Software that contains elements provided by third party suppliers, End User may install and use the Software in accordance with the terms and conditions of the applicable license agreements, such as shrinkwrap or clickwrap license accompanying or applicable to the Software (Shrinkwrap License). The text of the Shrinkwrap License will be available from Avaya upon End User s request (see Third-party Components for more information). Copyright: Except where expressly stated otherwise, the Product is protected by copyright and other laws respecting proprietary rights. Unauthorized reproduction, transfer, and or use can be a criminal, as well as a civil, offense under the applicable law. 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: http://support.avaya.com/thirdpartylicense/ 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 +1-800-643-2353 for the United States and Canada. For additional support telephone numbers, see the Avaya Support Web site: http://www.avaya.com/support Trademarks: Avaya and the Avaya logo are either registered trademarks or trademarks of Avaya Inc. in the United States of America and/or other jurisdictions. All other trademarks are the property of their respective owners. Downloading documents: For the most current versions of documentation, see the Avaya Support Web site: http://www.avaya.com/support
Table of contents 1. Prerequisite... 3 1.1. Hardware requirements... 3 1.2. Obtaining Avaya Proactive Contact 4.2.3 Supervisor... 4 2. Upgrading to Avaya Proactive Contact 4.2.3 Supervisor... 5 3. Installing Avaya Proactive Contact 4.2.3 Supervisor... 5 3.1. Pre-installation procedure... 5 3.2. Installation procedure... 6 4. Post-installation procedure... 7 4.1. Configuring the Supervisor application... 8 4.2. Microsoft Windows firewall... 8 4.3. Enhanced browsing security... 10 4.4. Job Completion Code view for Monitor... 10 4.5. Modification in Infinite Calling Lists... 11 5. Uninstalling Avaya Proactive Contact 4.2.3 Supervisor... 11 6. Enhancements and fixes... 12 6.1. Documentation update for calls canceled columns in Managed dialing statistics report... 12 6.2. Dialing records across various time zones... 12 6.3. Effect of restarting MTS on the connection of Monitor to the dialer... 12 7. List of customer found issues, known issues, troubleshooting, and improvements... 12 8. Contact support... 12 Page 1
Revision history Version Date 0.1 August 30, 2013 Page 2
This document is the release notes for Avaya Proactive Contact 4.2.3 Supervisor. 1. Prerequisite 1.1. Hardware requirements The minimum hardware requirements to support this release of Avaya Proactive Contact 4.2.3 Supervisor and the associated mid-tier software components are as follows: Minimum system requirements for Windows XP Service Pack 3 (32-bit Operating System): 1.4 GHz (x64 processor) or 1.3GHz (Dual Core) processor 2 GB RAM 2 GB free disk space DVD drive Network capable Microsoft Internet Explorer 8.0 or later Minimum system requirements for Windows Vista Enterprise Edition (32-bit Operating System): 1.4 GHz (x64 processor) or 1.3GHz (Dual Core) processor 2 GB RAM 2 GB free disk space DVD drive Network capable Microsoft Internet Explorer 8.0 or later NOTE: For additional hardware requirements to support Vista, see the Microsoft Website at: http://technet.microsoft.com/en-us/library/cc507845.aspx Minimum System Requirements for Windows 7 Enterprise Edition (32-bit or 64- bit Operating System): 1.4 GHz (x64 processor) or 1.3GHz (Dual Core) processor 2 GB RAM 2 GB free disk space DVD drive Network capable Microsoft Internet Explorer 8.0 or later Page 3
NOTE: For additional hardware requirements to support Windows 7 Enterprise, see the Microsoft Website at: http://windows.microsoft.com/en- IN/windows7/products/system-requirements 1.2. Obtaining Avaya Proactive Contact 4.2.3 Supervisor You can order all the DVDs for Avaya Proactive Contact 4.2.3 using the highlevel bundle code 700506991. The two ways to obtain this release are: Ordering the installation DVD labeled as Avaya Proactive Contact 4.2.3 Supervisor, Material ID: 700506990. Downloading the ISO file from Avaya Support site and writing it to a DVD. To download the ISO file: 1. Go to Avaya Support site at http://www.avaya.com/support 2. From the top menu, click Downloads & Documents. 3. In the Enter Your Product Here text box, type Proactive Contact. 4. Select the Proactive Contact option that appears below the text box. 5. From the Choose Release drop-down box, select 4.2.x. 6. Select Downloads as the content type. 7. Click Enter. 8. Download the Avaya Proactive Contact 4.2.3 Supervisor ISO image. To write the ISO file to a DVD: 1. Insert a blank writable DVD in the DVD drive. NOTE: You can use any available DVD writing tool, such as Roxio or Nero to write the ISO file to a DVD. 2. Select the Image burning option from the DVD writing software. For Roxio, select Copy > Burn image. For Nero Express, select Image > Project > Copy > Disc Image or Saved Project. 3. Browse and select the ISO image for burning. Wait until the DVD burning is completed. 4. Label the DVD as Avaya Proactive Contact 4.2.3 Supervisor. Material ID: 700506990. Page 4
2. Upgrading to Avaya Proactive Contact 4.2.3 Supervisor NOTE: If you are upgrading from an earlier version than the 4.2.0 release of Avaya Proactive Contact Supervisor, then disable the antivirus, if any. To upgrade from a previous version of Avaya Proactive Contact Supervisor: 1. Log in with Administrator privileges. 2. Insert the installation DVD in the DVD drive. 3. Run Setup.exe program located in the root directory of the Supervisor DVD. 4. The installer automatically searches for a previous version of the Supervisor application. If it detects any previous version, the installer displays the following prompt: Setup has found an earlier version of Avaya Proactive Contact Supervisor installed on your machine. Before proceeding with the installation, it is necessary to uninstall the older version. Do you want to do it now? 5. Click Yes. The setup uninstalls the previous version of the software. If the setup detects any environment variable settings related to Oracle, it requests confirmation: Setup has detected Oracle client environment settings. This setup will overwrite any existing environment variables related to Oracle. Do you want to continue? This happens when a version of Oracle client already installed on the system uses the same environment settings as that of the Oracle client that comes with Supervisor. Another instance may be when the previous version of Supervisor has not uninstalled the settings. However, note that overwriting the environment settings will make existing applications that rely on those environment variables to stop working. To overwrite any earlier settings, click Yes. 6. Follow the on-screen instructions to install the Avaya Proactive Contact 4.2.3 Supervisor. After the upgrade completes, follow the instructions present in the Post installation section. 3. Installing Avaya Proactive Contact 4.2.3 Supervisor This section describes the procedure to install Avaya Proactive Contact 4.2.3 Supervisor. 3.1. Pre-installation procedure This section describes the steps that you must perform before installing Avaya Proactive Contact 4.2.3 Supervisor. Page 5
Ensure that you perform the following before proceeding with the installation procedure: Add all the dialers host names and the IP addresses in the hosts file on the Microsoft Windows computer. The hosts file is located at: C:\WINDOWS\system32\drivers\etc For example: 102.54.94.97 rhino.acme.com # source server 38.25.63.10 x.acme.com # x client host For Windows 7 and Windows Vista systems, ensure that you have admin privileges to update the following file: %SYSTEMROOT%\system32\drivers\etc\hosts 3.2. Installation procedure This section describes the steps to install Avaya Proactive Contact 4.2.3 Supervisor. This procedure installs the Mid-Tier software, Health Manager, Role Editor, and all Avaya Proactive Contact Supervisor applications. 1. Log in with the Administrator privileges to install Avaya Proactive Contact 4.2.3 Supervisor. 2. Insert the Supervisor installation DVD in the DVD drive. 3. Run Setup.exe program located in the root directory of the Supervisor DVD. If Microsoft.NET Framework 3.5 SP1 is not installed on your computer by default, then you receive the following message. Avaya Proactive Contact Supervisor 4.2.3 requires the following items to be installed on your computer. Click Install to begin installing these requirements. If you do not get any message related to the Microsoft.NET framework, then it indicates that the Microsoft.NET framework is already installed. In that case, continue from Step 13. 4. Click Install. This starts the installation of Microsoft.NET Framework 3.5 SP1. 5. If Windows Installer 3.1 is already installed, the system installs Microsoft.NET Framework 3.5 SP1. To continue with the installation, go to Step 11. 6. If Windows Installer is not installed on your computer, then you receive the following error message. You must install windows Installer 3.1 to complete installation. Microsoft.NET Framework 3.5 requires that Windows Installer 3.1 be installed prior to the installation. 7. Click Exit Setup. 8. After you click Exit Setup, the following message is displayed: The installation of Microsoft.NET Framework 3.5 SP1 appears to have failed. Do you want to continue with Page 6
installation? Click No. 9. Go to Support Files folder on the disk and install Windows Installer 3.1. Accept the default prompts in the installation wizard. NOTE: On the Completing the Windows Installer 3.1 (KB893803) Installation Wizard page, clear the Do not restart now check box, and click Finish. The system restarts. 10. After system has restarted, go back to Step 3 11. After.NET framework installation, if you need to restart the computer before continuing with the rest of the installation, the following message is displayed: A reboot is required for installation of Avaya Proactive Contact Supervisor 4.2.3 to proceed further. Click Yes to restart now or No if you plan to restart later. Click Yes. 12. After the computer restarts, the setup automatically resumes installation. If the setup does not automatically resume either because disk is on a network path or for some other reason, run Setup.exe again. 13. If the setup detects any environment variable settings related to Oracle, it requests confirmation: Setup has detected Oracle client environment settings. This setup will overwrite any existing environment variables related to Oracle. Do you want to continue? This happens when a version of Oracle client already installed on the system uses the same environment settings as that of the Oracle client that comes with Supervisor. To overwrite any earlier settings, click Yes. 14. Follow the on-screen instructions to install the Avaya Proactive Contact 4.2.3 Supervisor. 15. After the installation is complete, a message prompts you to finish the configuration by opening Health Manager. 16. On the finish page, you can select whether to restart your computer now or later. Choose whichever is appropriate and click Finish. 4. Post-installation procedure This section describes the steps that you must perform after installing or upgrading to Avaya Proactive Contact 4.2.3 Supervisor. Note: Once the installation is complete, enable the anti-virus software if you had disabled it during the pre-installation procedure. Page 7
4.1. Configuring the Supervisor application To configure the Supervisor application: 1. On the desktop, double-click the Health Manager icon. On the Configurator screen, enter the name and IP address of the Primary dialer that you want to connect to in the Primary Proactive Contact Details field. For example, PCSVR1 and 101.112.12.13. Enter the same information in the Database Server Details field. 2. In the Mail Server Details field, type the name and IP address of your exchange server. For example, PCSVR2 and 101.112.12.14. 3. If the database server and e-mail server have the same IP address and name as the primary server, then you can select the check box to complete these fields automatically. NOTE: If you do not want to receive e-mail event notification, keep the Email Server Details field empty. 4. Close the Configuration Window, and then click Finish on the Install Shield wizard. 5. Restart the computer after the installation completes. All client applications are now ready for use. NOTE: You must restart the computer before using Supervisor application. If you do not restart the computer, you may see an error message when you try to run Monitor.exe or when you try to preview the reports in Analyst using Client Applications. 4.2. Microsoft Windows firewall Windows firewall displays a warning message each time you start any of the Avaya Proactive Contact Supervisor applications. Avaya recommends that you enable the firewall to allow application exceptions. To allow the application exceptions option, a user with Administrator privileges on the computer should open each application. When the system displays a warning message, click the Unblock button. This action adds the application to the list of exceptions to firewall policy and all other users can access the application. NOTE: Add HealthBridge.exe as an exception in Windows firewall even if the firewall is turned OFF. If HealthBridge.exe is not added in the exception list, then you cannot use the Health Manager application. For Windows XP users: 1. Click on Security Center in the Control Panel. 2. Click on Windows Firewall. 3. Click on the Exceptions tab. 4. Click Add Program. Page 8
5. Add the following Supervisor applications in the Exceptions list: Analyst application Monitor application Editor application Health Manager application System Telnet PC Analysis applications HealthBridge.exe The default location of these applications is: C:\Program Files\Avaya\Proactive Contact 4.x\ 6. Click OK once to close the Add Program dialog box, and then click OK again to close the Windows Firewall dialog box. For Windows Vista users: 1. Go to Control Panel, from the classic view, double-click on Windows Firewall. 2. Click Change settings. 3. In the Windows Firewall Settings window, click Exceptions tab. 4. Click Add Program. 5. Add the following Supervisor applications in the Exceptions list: Analyst application Monitor application Editor application Health Manager application System Telnet PC Analysis applications HealthBridge.exe If you selected the default application path during installation, then you can find these applications at C:\Program Files\Avaya\Proactive Contact 4.x\ 6. Click OK once to close the Add a Program dialog box. 7. Close the Windows Firewall window. For Windows 7 Enterprise users: 1. Go to Control Panel, from the classic view, double-click on Windows Firewall. 2. Click Allow a program or feature through Windows Firewall. 3. In the Allow programs to communicate through Windows Firewall window, click Change Settings button if enabled. Add the following Supervisor applications in the Exceptions list: Analyst application Page 9
Monitor application Editor application Health Manager application System Telnet PC Analysis applications HealthBridge.exe If you selected the default application path during installation, then you can find these applications at C:\Program Files\Avaya\Proactive Contact 4.x\ 4. Click OK. 4.3. Enhanced browsing security By default, Windows XP SP2/SP3, Windows 7 Enterprise, and Vista prohibit ActiveX content from being run on your computer. As a result, all online help pages display a message at the top of the page stating that Internet Explorer has restricted this file from showing active control that could be used to access your computer. This restricts your ability to navigate easily through the online help system. To allow active content in a limited way on your computer, Avaya recommends the following: 1. Open Internet Explorer. 2. Select Tools > Internet Options. 3. Click the Advanced tab. 4. Scroll down to the section titled Security. 5. Select the Allow active content to run in files on My Computer check box. 6. Click OK, and then close Internet Explorer. 4.4. Job Completion Code view for Monitor By default, Monitor application saves the views in the application data directory of the logged in Windows user. The Job Completion Code view has been updated with an additional column. The application data is not updated with the latest jobcompletioncodes.cmv, if it already exists. Replacing the existing jobcompletioncodes.cmv with the new version removes any customizations made to the Job Completion Code view. NOTE: If you want to maintain the customization made in the Job Completion Code view in the Avaya Proactive Contact 4.1.2, 4.2, or 4.2.1, and you do not require the new additional column, then do not perform the following configuration steps. Page 10
However, if you want the additional new column, then proceed with the following procedure. Note that proceeding with the procedure will remove any customizations that you made before. The following steps need to be performed for each user on the computer using Avaya Proactive Contact Monitor application. To get the latest version of the Job Completion Code view: 1. Click Windows Start > Run, type %appdata%, and click OK. The application data for the current user logged-in on the Windows computer opens. 2. Navigate to Avaya Proactive Contact Supervisor\Monitor. 3. Take a backup of the existing jobcompletioncodes.cmv file. If this file does not exist, then ignore the following step. 4. Copy the jobcompletioncodes.cmv from <INSTALLDIR>\ Avaya\Proactive Contact 4.x\Supervisor\Monitor to the directory opened in Step 2 (%appdata%\avaya Proactive Contact Supervisor\Monitor). Note that <INSTALLDIR> is the directory where you have installed Avaya Proactive Contact 4.2.3 Supervisor. 4.5. Modification in Infinite Calling Lists In Avaya Proactive Contact 4.2 Supervisor, the How often should the dialer check for new records parameter on the Infinite Calling Lists in the Editor application was editable. This parameter defined the interval between two successive call selections to be run on newly downloaded records. Ideally, the call selection should run only once after data is downloaded. Configuring this parameter value to 0 runs the call selections only once after each download. Avaya Proactive Contact 4.2.3 changes the value of the How often should the dialer check for new records parameter to 0 during installation. 5. Uninstalling Avaya Proactive Contact 4.2.3 Supervisor To uninstall Avaya Proactive Contact 4.2.3 Supervisor: 1. Go to Start > Settings > Control Panel. 2. Double-click Add/Remove Programs. For Windows Vista and Windows 7 Enterprise, click Programs and Features. 3. Select the current product and click Change/Remove. For Windows Vista and Windows 7 Enterprise, click Uninstall/Change. 4. Follow the onscreen instructions. 5. Click Finish when the system displays the Uninstall Complete message on the screen. Page 11
NOTE: Uninstallation of Avaya Proactive Contact 4.2.3 Supervisor does not remove the folder structure and the registry entries. 6. Enhancements and fixes 6.1. Documentation update for calls canceled columns in Managed dialing statistics report The definition of the Calls Canceled and Calls canceled per Hour columns in the Managed dialing statistics report has been changed in the Avaya Proactive Contact documentation as follows: Calls Canceled Total number of records canceled by agent and the calls disposed by the system. Calls Canceled per Hour - Total number of records canceled by agent and the calls disposed by the system divided by the Online Time. This value is calculated from Calls Canceled and Online Time. 6.2. Dialing records across various time zones If you select records across the defined time zones for a campaign, then when the campaign starts, the system dials records only for those time zones where the calling time is within the Start time and Stop time. For example, the system does not dial records for the time zones where there is mid-night. However, the job percentage complete includes these skipped records and displays the campaign status accordingly. 6.3. Effect of restarting MTS on the connection of Monitor to the dialer If you stop the MTS process, the monitor application closes automatically and it does not reconnect to the dialer. You can use the monitor application after the MTS process is restarted. 7. List of customer found issues, known issues, troubleshooting, and improvements For information on Customer Found Issues, Known Issues, Troubleshooting, and Improvements as included in the Avaya Proactive Contact 4.2.3 release, see List of Fixed Issues, Improvements, Known Issues, and Troubleshooting for Avaya Proactive Contact 4.2.3 (Dialer, OS, Agent, Agent API, Supervisor, and Database) on the Avaya Support site: http://www.avaya.com/support 8. Contact support You can contact Avaya Proactive Contact Technical Support through Internet, e-mail, or telephone. To contact Avaya Proactive Contact support by telephone, call at one of the following numbers: Page 12
Global Support Services (GSS) +1 800 242 2121 Canada Customer Care Center +1 800 387 4268 Remote Service Center Hungary +36 1238 8807 Caribbean and Latin America +1 786 331 0860 EMEA Services - Post Sales Technical Support +31 70 414 8720 Asia/Pacific Regional Support Center +800 2 28292 78 / +65 6872 5141 and +0080066501243 (India) For details on contact information, visit: http://www.avaya.com/support Page 13