Avaya Agent for Desktop Release Notes Release 1.4.2 Issue 1.0 August 2016
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Table of content Table of Content Overview... 5 New features in Avaya Agent 1.4.0...5 Prerequisites... 6 Interoperability... 7 Deployment and configuration... 8 Enhancements in Avaya Agent 1.4.2... 8 Known issues in Avaya Agent 1.4.2.3002... 9 Issues fixed in Avaya Agent 1.4.2... 9 Supported headsets... 11 Avaya Agent for Desktop Release Notes August 2016 4
Overview Avaya Agent for Desktop is a contact center agent client application. As an agent, you can use Avaya Agent for Desktop for handling incoming and outgoing calls, changing work states, and managing other UI controls. As an administrator, you can manage Avaya Agent for Desktop configurations and settings. Avaya Agent for Desktop supports multiple platforms and is designed to function in the following use cases: Virtual Desktop Infrastructure (VDI): Avaya Agent for Desktop provides a solution to deliver the real-time media with VDI support on HP thinpro and Dell Wyse thin clients, which can have WES7, WES8, and SUSE and Debian Linux as operating systems. Through Avaya Agent for Desktop for VDI, you can enable desktop virtualization that encompasses the hardware and software systems required to support the virtualized environment for a contact center client. Standalone Contact Center Client: Avaya Agent for Desktop provides a full set of features for a contact center agent and can be used as a primary client application on Windows 7, Windows 10 and Mac. Note Avaya Agent for Desktop for Mac is the new client software designed for Apple Mac (Mavericks 10.9, Yosemite 10.10, and El Capitan 10.11) for the contact center solution. Avaya Agent for Desktop supports both H.323 and SIP signaling protocols on Mac. Avaya Agent for Desktop uses Avaya Aura Communication Manager to store station configuration settings. Avaya Agent for Desktop can manage agent profiles locally using Avaya Aura Communication Manager or Avaya Control Manager. New features in Avaya Agent 1.4.0 Screen Pop: You can configure Screen Pop for incoming and outgoing calls in Avaya Agent for Desktop. Using the Screen pop configuration, you can open a desktop application or a web service based on your requirement. Call audio quality indicator: Avaya Agent for Desktop allows the agent to see the audio quality status for an active call. The call quality level is defined based on the value of the parameters such as, packet loss, jitter buffer, and other parameters of the currently active audio call. Remote access through Session Border Controller (SBC): Now you can access Avaya Agent for Desktop remotely without VPN through a standalone or an HA SBC configuration. SRTP support: Avaya Agent for Desktop along with Avaya Communication Manager now supports SRTP encryption with the option to fall back on RTP in case of failure. Third-party certificate support: Avaya Agent for Desktop allows you to establish a secure connection over the internet using third-party certificates. The third-party certificates are validated with the Certificate Authority (CA) for secured remote connection. Installer localization support: You can now install Avaya Agent for Desktop using the localized version of the installer. You can select the language of the installer on the installation wizard. Avaya Agent for Desktop Release Notes August 2016 5
Current reason code name display on UI: Avaya Agent for Desktop now displays the reason code description on the top bar of the application on reason code selection. New operating system support: Avaya Agent for Desktop 1.4 now supports Microsoft Windows 8.1, WES 8, win 10 and Apple OS X El Capitan. Log file archiving and save to desktop: You can now save call logs on your desktop in a.zip format. SIP Shared Control: Avaya Agent for Desktop now supports one-x Agent 2.5.9 in SIP shared control mode for VDI. Prerequisites Server Usage Purpose Avaya Aura Communication Manager 6.3 or 7.0 Mandatory SIP and H.323 based contact center features Avaya Aura System Manager 6.3 or 7.0 Mandatory SIP based contact center Avaya Aura Session Manager 6.3 or 7.0 Mandatory SIP based contact center Avaya Control Manager 7.1.2 Optional Centralized administration using one- X agent profile LDAP server Optional Corporate directory integration Avaya Aura Messaging 6.3 Optional Message Waiting Indicator Avaya Aura Application Enablement Services 6.3 or 7.0 Optional TSAPI and CTI integration Avaya one-x Agent 2.5.5 for H.323 Optional Shared control in VDI Avaya one-x Agent 2.5.9 for SIP Optional SIP shared control Avaya Agent for Desktop Release Notes August 2016 6
Interoperability Avaya Aura servers and clients Avaya components Avaya Aura Communication Manager Supported release 6.3.13, 7.0.0.2.0-SP2 Avaya Aura Session Manager 6.3.16, 7.0.0.1.700102 Avaya Aura System Manager 6.3.13, 7.0.0.1 Avaya Aura Application Enablement Services 6.3.3, 7.0.0.0.0.13-0 Avaya WebLM server 6.3.13, 7.0.0.1 Avaya Aura Messaging 6.3.53.0 Avaya Control Manager 7.1.2 Avaya one-x Agent 2.5.8 (H.323) and 2.5.9 (SIP) Avaya Session Border Controller for Enterprise 6.3 SP5, 7.0.0.21.6602 Platforms Verified Platforms Windows 7 Windows 8.1 Apple Mac (10.10 and 10.11) HP T610 Dell Wyse D90D7 Remarks 32 and 64 bit 64 bits El Capitan Debian Linux WES7 HP T620 WES 8 Windows 10 64 bit Avaya Agent for Desktop Release Notes August 2016 7
Deployment and configuration To install and configure Avaya Agent for Desktop, ensure that you have access to the latest deployment and user guides. To access the latest documents, download the documents from https://support.avaya.com/documents/. The documents must be referred in the following order: 1. Deploying Avaya Agent 2. Using Avaya Agent 3. If you are using Avaya Control manager, then you must refer Administering Avaya Control Manager for Avaya Agent. Note It is recommended to clean install this build by removing previous Avaya agent application along with the old configurations and logs. Enhancements in Avaya Agent 1.4.2 Enhancement Agent ID and Station ID should be presented in Screen pop as possible Name field need to be changed as Rule Name and Rule Name should be Visible in Screen pop tab Description AgentID and StationID should be presented in Screen pop as possible parameters. Possible variables: <a> = Agent ID <i> = Station ID if there is some screen pop is selected in screen pop tab the 'rule name' should be visible in screen pop details to make it more comfortable to understand which screen pop the user is currently working on. Avaya Agent for Desktop Release Notes August 2016 8
Known issues in Avaya Agent 1.4.2.3002 Issue Avaya agent UI stuck when agent puts call on Hold and CM goes down Description/Work around When agent puts call on Hold and CM1 connection lost then UI gets stuck and agent cannot unhold the call. Work around: Exit Avaya agent and re login Avaya agent UI still shows call connected even far end disconnected the call during failover and recovery Work around: Manually disconnect the call from agent end Issues fixed in Avaya Agent 1.4.2 Issue Avaya agent crashed during station log out on HPt520 wes7 brick Description Crash happened when do log in and logout process reactively around 3-4 times Timed ACW activated by default on Avaya agent Avaya Agent requires all Dial Rules from ACM filled up to complete sequence Avaya agent Crashed randomly on Windows 7 (32 bit) VDN and generic screen pops are triggers if there is an incoming call from VDN In call History Extra entries get created while Timed ACW option activated by default for every fresh installation There is only one required field: extension length. For other fields in case of ACCCM does not provide dialing rules settings VDIA should use default values. Avaya agent crashed While quit the application When create two screen pop one with VDN and another one without VDN details, If avaya agent gets call from configured VDN, Only one screen pop should be opened Extra call details updated in call history, while Avaya Agent for Desktop Release Notes August 2016 9
Moderator (Initiator) is creating and doping Direct conference Cannot complete agent logout using drop-down menu In speed dial contact list is not showing all contact in signal click on speed dial tab If VDIA is crashed/killed when there is active call, on next restart that call seen on skinny UI Avaya Agent truncates UUI string with '&' symbol Avaya agent crashed on mac while making call with Special characters Timed ACW value is not downloaded from ACM {OneXAgent Profile} "Internal Extension length" value is not getting updated from ACM {OneXAgent Profile} Screen Pop is not triggered for VDN calls if the option "Trigger only when the VDN is" is Disable AgentID (%a) and StationID (%i) parameters are not converted as <a>, <i> {OneXAgent Profile} Avaya agent Tray Icon still displays Call Ringing notification after disconnecting the second incoming call Moderator is creating and doping Direct conference Agent unable to logout using drop down in SBC environment Some of the Speed dial contact is not visible on Speed dial tab of Avaya agent When Avaya agent killed/crashed during active call, the call appearance is again appeared after relogin on ThinPro 5. UUI should not contain '&' symbols, its need to replace with %26 code. While making with special characters (**##++4564), Avaya agent crashed on Mac Time follow-up value is not downloaded from ACM Avaya agent is downloaded the Internal Extension length value from ACM Screen pop is not getting triggered for VDN calls, it works only for agent to agent calls Agent ID and Station ID parameters are not converted as per Avaya agent support on screen pop Avaya agent Tray Icon displays like call Ringing even after disconnecting the second incoming call Avaya Agent for Desktop Release Notes August 2016 10
Supported headsets Headset Model Input Output Volume up/down Mute Release / Ignore Platform Plantronics C510 -M Yes Yes Yes Yes Not Supported Windows and Mac Plantronics Yes Yes Yes Yes - Windows and Mac DA60 Plantronics 510 Yes Yes Yes Yes - Windows and Mac Plantronics C 310 Yes Yes Yes Yes Not Supported Windows and Mac Jabra Link 220 Yes Yes - - - Windows and Mac Jabra Link 280 Yes Yes Yes Yes Not Supported Windows and Mac Avaya Agent for Desktop Release Notes August 2016 11