Release Notes for Avaya Proactive Contact 5.0 Dialer and Database

Release Notes for Avaya Proactive Contact 5.0 Dialer and Database

Copyright@2011 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. Obtaining Avaya Proactive Contact 5.0 Dialer and Database... 3 2. Installing Avaya Proactive Contact 5.0 Dialer and Database on a fresh system... 4 2.1. Prerequisites... 4 2.2. Installing Avaya Proactive Contact 5.0 Dialer and Database on a fresh system... 6 3. Upgrading to Avaya Proactive Contact 5.0 Dialer and Database... 9 3.1. Pre-installation Procedure... 9 3.2. Upgrading to Avaya Proactive Contact 5.0 Dialer and Database... 10 4. Post-Installation Procedure... 12 4.1. Configuring the system for fresh installation... 12 4.2. Customizing the pdscontrol and mtscontrol scripts... 12 4.3. Restoring crontab entries... 13 4.4. Configuring HA LDAP... 13 4.5. Configuring the ENFORCER parameter for enforcer binary... 13 4.6. Installing WebLM... 14 4.7. Starting up the Dialer processes... 14 5. Uninstalling Avaya Proactive Contact 5.0 Dialer... 14 6. List of Customer Fixed Issues, Known Issues, Troubleshooting, and Improvements... 14 7. Contact Support... 15 8. Appendix... 15 8.1. Appendix 1: License and Source Code Information for libkeepalive.so... 15 8.2. Appendix 2: Support for Avaya Proactive Contact Interoperability... 15 8.3. Appendix 3: Avaya Proactive Contact 5.0 Dialer with 4.2 Event SDK... 16 8.4. Appendix 4: Avaya Proactive Contact 5.0 Dialer with 4.2 Agent API... 16 Page 1

Revision History Version Date 0.1 January 12, 2011 0.2 January 28, 2011 0.3 March 18, 2011 0.4 March 28, 2011 0.5 June 01, 2011 1.0 June 27, 2011 1.1 October 14, 2011 Page 2

This document is the release note for Avaya Proactive Contact 5.0 Dialer. This document details the necessary steps required to install a fresh Dialer system and upgrade from Avaya Proactive Contact 5.0 Beta version 5.0.0.0.0605 to Avaya Proactive Contact 5.0. 1. Obtaining Avaya Proactive Contact 5.0 Dialer and Database You can order the DVD of Avaya Proactive Contact 5.0 Dialer and Database using the high level bundle code 700500965. There are two ways to obtain this release: Ordering the installation DVD labeled Avaya Proactive Contact 5.0, Material ID: 700501567 Downloading the ISO file from Avaya Support Web site and writing it on a DVD. To download the ISO file: 1. Go to Avaya Support site: http://www.avaya.com/support. 2. In the left pane, click Downloads. 3. Select the Proactive Contact option that appears below the text box. The system redirects the Web page to the Avaya Proactive Contact page. 4. From the Version drop-down list, select 5.0.x. 5. Download the Avaya Proactive Contact 5.0 Dialer ISO image. To write the ISO file on a DVD: 1. Insert a blank writable DVD in the DVD RW drive. NOTE: You can use any available DVD writing tool, such as Roxio or Nero, to write the ISO file on a DVD. 2. Select the Image burning option from the DVD writing software. For Roxio, select the Copy > Burn Image option. For Nero Express, select the Image > Project > Copy > Disc Image or Saved Project option. 3. Browse and select the ISO image for burning. Wait until the DVD burning is completed. 4. Label the DVD as Avaya Proactive Contact 5.0 Dialer, Material ID: 700501567. To FTP and mount Avaya Proactive Contact 5.0 Dialer and Database ISO image: 1. To FTP the downloaded ISO image to the remote dialer, use any FTP application. You must note the following while copying the ISO image using FTP: Page 3

Specify the IP address of the Dialer where you want to copy the ISO image and connect to the Dialer using the FTP application. Copy the ISO image on any location on the Dialer that has enough disk space to accommodate the Dialer ISO image. Ensure that you have the write permissions to the location where you copy the ISO image. 2. To mount the ISO image on to the Dialer, login as sroot user onto the Dialer. 3. Go to the location where the ISO image is copied using the cd command. 4. Use the following command to mount the ISO image: mount -o loop <Name of the ISO image>.iso /mnt/cdrom/ Where /mnt/cdrom/ is the directory where you mount the ISO image. 2. Installing Avaya Proactive Contact 5.0 Dialer and Database on a fresh system This section describes the prerequisites, pre-installation, installation, and postinstallation procedures for installing Avaya Proactive Contact 5.0 Dialer and Database on a fresh system. 2.1. Prerequisites Avaya Proactive Contact 5.0 Dialer supports both the IBM x3650 M2 hardware platform and the HP DL 385 G2/G5 server. It also supports the HP DL 360 G7 server. Hardware requirements for IBM x3650 M2 server: Form Factor Rack Server (2U Rack Height) Quad Core Intel(R) Xeon(R) CPU E5520 @ 2.27GHz with hyper threading (HT) enabled 8 MB Level 3 Cache 16 GB (2 GB X 8) DDR3 1333MHz with Advanced ECC capabilities Integrated dual Gigabit Ethernet NICs Hot-swappable Power supplies, fans, Hard Disks Internal DVD+RW 8x drive MegaRAID Hardware Based RAID Controller RAID 1 configuration: Hot Pluggable 2.5" 2 x 146GB 10,000 RPM SAS drives (Minimum 2 matching drives required). RAID 5 configuration: Hot Pluggable 2.5" 3 x 146GB 10,000 RPM SAS drives (Minimum 3 matching drives required). Power Supplies of 675 Watt x 2 To order the complete M2 server from Avaya, use the material code number 700478084. To order the IBM x3650 M2 server from IBM, the individual part numbers are as follows: Page 4

Model Features and Specifications IBM Part # Qty 675W REDUNDANT POWER SUPPLY 44X0147 1 Custom Asset Tagging - Enhanced 31P6543 1 Custom Software/Firmware Setting - Enhanced 31P6547 1 Custom Labeling 25R4164 1 Vendor Logo Hardware 2247 3 System Packaging-WW 44E5191 1 ServeRAID-MR10i SAS/SATA controller 43W4298 1 2GB DDR3-1333 2RX8 LP RDIMM 44T1471 8 Rack Kit 43V6910 1 GBM- CMA 43V6983 1 2.5inch HDD Filler Bezel 44R5821 6 UltraSlim Enhanced SATA Multi-Burner (Rambo) 4163 1 SYSTEM X3650 M2 PCI EXPRESS 46M1130 1 PCI-Express 1x16 Riser Card for 2U 44X0144 1 IBM 146GB 10K 6Gbps SAS 2.5-inch SFF Slim-HS HDD 42D0634 2 BASE 44X0001 1 5653 System Common planar for 1U/2U 44E5176 1 ServeRAID-MR10i Li-Ion Battery 5864 1 2.8m, 10A/100-250V, C13 to IEC 320-C14 Rack Power Cable 39Y5533 2 QUAD CORE INTEL XEON E5520 46M1036 1 System code Group BoM 46M1026 1 Internal SAS RAID - Setup by Customer 13M8332 1 System Documentation and Software-US English 44E5192 1 Firmware Setting Enhanced -BIOS 41Y2136 1 Page 5

Hardware requirements for HP DL 360 G7 server: Form Factor Rack Server (1 U Rack Height) Quad Core Intel Xeon E5620 at 2.40 GHz, 12MB L3 Cache 24GB (4GB x 6) DDR3 1333MHz Registered CAS-9 Memory Kit Integrated dual Gigabit Ethernet NICs Hot swappable power supplies, fans, and hard drives Internal SATA DVD RW drive RAID 1 configuration: Hot Pluggable 146GB 10K 2.5 SAS HDD (qty 2) RAID 5 configuration: Hot Pluggable 146GB 10K 2.5 SAS HDD (qty 3) Power supply: 460W HE 12V (qty 2) To order the G7 server from HP, the individual part numbers are as follows: Model Features and Specifications Part # Qty HP DL360G7 CTO Chassis 579237-B21 1 HP E5620 DL360G7 FIO Kit 588072-L21 HP 4GB 2Rx8 PC3-10600R-9 Kit 500658-B21 HP 146GB 10K 6G 2.5 SAS DP HDD 507125-B21 HP DL360 12.7mm SATA DVD-RW Kit 532068-B21 HP 256MB P-Series Cache Upgrade 462968-B21 HP 650 mah P-Series Battery 462969-B21 1 6 2 1 1 1 HP 460W HE 12V Hotplg AC Pwr Supply Kit 503296-B21 2 Disk Space requirement: Ensure that you have adequate hard disk space because the logs in the Avaya Proactive Contact 5.0 Dialer with default configuration can go up to a size of 12 GB. Avaya PG230RM: For Opt-out and ECPA features, you must install firmware Generic 18.0.2 on PG230RM. 2.2. Installing Avaya Proactive Contact 5.0 Dialer and Database on a fresh system To Install Avaya Proactive Contact 5.0 Dialer and Database on a fresh system: 1. Install Avaya Proactive Contact 5.0 Linux ES Bootable version 5.5 (Material ID: 700501570). For the installation procedure, refer to the Avaya Proactive Contact 5.0 Page 6

Linux ES Bootable release notes. You can download the release notes from the Avaya Support site at http://www.avaya.com/support NOTE: The time zone selected during OS installation will override the default master.cfg setting for the TZ parameter. 2. Insert the Dialer installation DVD in the DVD drive of Linux machine. 3. Log in to the dialer from the console as sroot user. 4. Mount the DVD using the following command: mount /mnt/cdrom cd /mnt/cdrom If you are mounting the ISO image, the run the following command: mount o loop <isoname> <mount path> 5. Execute the PC5.0_Installer script using the following command:./pc5.0_installer The following messages are displayed: Welcome to Avaya Proactive Contact 5.0.0.0.0908 Installation. Log file - '/var/log/pc-5.0.0.0.0908-install.log'. For details please follow the log file Validating user.. 6. On the Select a language to install prompt, select the required language. The following message is displayed on the screen: Installing OS updates now.. After the OS updates, the Base dialer installation begins. The following message is displayed: Checking/installing base DIALER packages.. After the Base dialer is installed, the oracle.profile is updated. The following message is displayed. Updating Oracle's.profile.. After updating oracle.profile, Avaya Proactive Contact 5.0 installer installs Oracle. The following messages are displayed: Finished invoking ORACLE installer. Checking for 'Oracle' base package... OK Checking for 'Oracle Updates'... OK Page 7

Oracle installation verified OK. 7. After the Oracle Installation, the installer installs the base MIDTIER packages. The following messages are displayed: Checking/installing base MIDTIER packages..... Checking/installation of base DIALER and MIDTIER packages complete. Continuing with check/installation of other DIALER and MIDTIER packages.. Finished installing all DIALER and MIDTIER packages. 8. After the installation of Dialer and Mid-tier packages, the post-installation configuration is started. The following messages are displayed: Running post-install configuration... Upgrading tsapi-client-linux rpm package.. Installing libkeepalive library.. -------------------------------------------------------------------- libkeepalive is released under the GNU General Public License (GPL).The object code is located at /usr/lib, the source code and license file are located at /opt/avaya/pds/tools/opensource/libkeepalive.the copyright notice may be found in the release notes. -------------------------------------------------------------------- Setting product baseline.. done. 9. After the configuration is complete, the installer verifies the installation. If all the required dialer components are installed, the following messages are displayed: All DIALER packages verified OK. Oracle installation verified OK. Installation verification complete. 10. After the successful verification, the system is rebooted automatically within one minute. The following prompt is displayed: Rebooting NOW.. 11. After rebooting, execute the following commands to remove the Dialer DVD from the Linux Machine: cd / Page 8

eject 12. For information on the patches released on top of Avaya Proactive Contact 5.0 and the procedure to install the patches, visit http://support.avaya.com/css/appmanager/public/support/downloads/p0352 NOTE: Perform the post-installation procedures as detailed in the Post-Installation section. 3. Upgrading to Avaya Proactive Contact 5.0 Dialer and Database This section describes the pre-installation and upgrade procedures for upgrading from Avaya Proactive Contact 5.0 Beta version 5.0.0.0.0605 to Avaya Proactive Contact 5.0. 3.1. Pre-installation Procedure You must perform the following procedures before upgrading to Avaya Proactive Contact 5.0 Dialer and Database: Take Mondo backup on a DVD. Stop all dialer processes, if they are running. Create a copy of crontab and delete crontab entries. Take a backup of the pdscontrol and mtscontrol scripts in case they have any prior customizations. To create a Mondo Backup NOTE: Mondo backup does not backup the /proc, /sys, /tmp directories and removable media like /mnt/floppy, /mnt/cdrom. If you have important data in any of these locations, ensure that the data is copied/backed up to a location other than the ones listed above. 1. Log in to the dialer as sysadm user. 2. From the menu, type 3 to select Back up, restore and verify. 3. From the menu, type 2 to select Local back up/restore/verify. 4. From the menu, type 12 to select Create bootable backup. The system displays the following message: If you continue, all the PDS processes will be shut down while taking bootable backup. After completion of bootable backup, all the PDS processes will be started back up. If you want to continue and shut down all processes you must enter the word 'continue' here > 5. Type Continue. The dialer, mid-tier processes, and database are shutdown. 6. When prompted, insert DVD into the drive and select the DVD option from the menu. The mondo backup begins. 7. After the mondo backup is complete, the system displays the Would you like to start all processes? message. Type Y to start all the dialer processes and exit. Page 9

IMPORTANT: You must start the dialer processes to ensure that the LDAP service is also started after taking the Mondo backup. To stop dialer processes 1. Log in to the dialer as admin user. 2. Stop the dialer processes by running the following commands: stop_pds stop_mts stop_db To create a copy of crontab and delete crontab entries 1. Log in to the dialer as admin user. 2. Run the following command to create a copy of the crontab: crontab -l > /home/admin/crontab_file 3. Verify that the entries of crontab are copied in the /home/admin/crontab_file using the following command: cat /home/admin/crontab_file 4. Run the following command to delete the crontab entries: crontab r To take backup of pdscontrol and mtscontrol scripts 1. Log in to the dialer as admin user. 2. Run the following commands to take backup of pdscontrol and mtscontrol scripts: cp p /opt/avaya/pds/shell/pdscontrol /home/admin/pdscontrol cp p /opt/avaya/pds/shell/mtscontrol /home/admin/mtscontrol 3.2. Upgrading to Avaya Proactive Contact 5.0 Dialer and Database If you are using Avaya Proactive Contact 5.0 Beta version, then perform the following steps to upgrade: 1. Log in to the dialer as sroot user. 2. Insert the Dialer installation DVD in the DVD drive of the dialer. 3. Mount DVD using the mount /mnt/cdrom command, and then run the cd /mnt/cdrom command to go to the location where the DVD is mounted. 4. Execute the PC5.0_Installer script using the following command: Page 10

./PC5.0_Installer The following prompt is displayed on the screen: Welcome to Avaya Proactive Contact 5.0.0.0.0908 Installation. Log file - '/var/log/pc-5.0.0.0.0908 -Install.log'. For details please follow the log file Validating user.. Collecting current environment.. Language - 'ENGLISH'. After the Base dialer is installed, the mid-tier packages are installed. 5. After the installation of Dialer and Mid-tier packages, the post-installation configuration is started. The following messages are displayed: Running post-install configuration... Upgrading tsapi-client-linux rpm package.. Installing libkeepalive library.. -------------------------------------------------------------------- libkeepalive is released under the GNU General Public License (GPL).The object code is located at /usr/lib, the source code and license file are located at /opt/avaya/pds/tools/opensource/libkeepalive.the copyright notice may be found in the release notes. -------------------------------------------------------------------- Setting product baseline.. done. 6. After the configuration is complete, the installer verifies the installation. If all the required dialer components are installed, the following messages are displayed: All DIALER packages verified OK. Oracle installation verified OK. Installation verification complete. 7. After the successful verification, the system is rebooted automatically within one minute. The following prompt is displayed: Rebooting NOW.. 8. After rebooting, execute the following commands to remove the Dialer DVD from the Linux Machine: cd / Page 11

eject 9. For information on the patches released on top of Avaya Proactive Contact 5.0 and the procedure to install the patches, visit http://support.avaya.com/css/appmanager/public/support/downloads/p0352 NOTE: Perform the post-installation steps as detailed in the Post-Installation section later in this document. 4. Post-Installation Procedure After installing Avaya Proactive Contact 5.0 Dialer, verify the Dialer version. To verify the Dialer version, log in to the dialer as admin and verify the version of Avaya Proactive Contact 5.0 Dialer is 5.0.0.0.0908 as displayed on the screen. 4.1. Configuring the system for fresh installation To configure the system for fresh install: 1. Go to /opt/avaya/pds/etc directory. Edit master.cfg to set the following parameters: DBSERVERIP: IP address of the primary dialer DIALERID: ID number NAMESERVICEHOST: primary machine host name from /etc/hosts PRIMARY: YES (In case of primary dialer only) WEBLMURL: WEBLM URL (For example, http,//135.27.151.44,8080/weblm/licenseserver:) 2. Execute the following command: manage_corba_users D <DIALERID> -A For example, manage_corba_users -D 10 -A 4.2. Customizing the pdscontrol and mtscontrol scripts NOTE: This procedure is applicable only if you are upgrading to Avaya Proactive Contact 5.0. This procedure is not required for fresh installation. After upgrading, you must copy all the customizations done in the older pdscontrol and mtscontrol script files to the new pdscontrol and mtscontrol script files. The backup of the pdscontrol script is located at: /home/admin/pdscontrol The backup of the mtscontrol script is located at: /home/admin/pdscontrol Page 12

4.3. Restoring crontab entries NOTE: This procedure is applicable only if you are upgrading to Avaya Proactive Contact 5.0. This procedure is not required for fresh installation. 1. Log in to the dialer as admin user. 2. Run the following commands to restore the crontab: crontab /home/admin/crontab_file 3. Verify that the entries of /home/admin/crontab_file are copied to the crontab using the following command: crontab l 4.4. Configuring HA LDAP You need to perform this procedure only if you want to setup a dialer in a pod configuration. To configure HA LDAP, see High Availability LDAP Configuration for Avaya Proactive Contact 5.0 on http://aok.avaya.com 4.5. Configuring the ENFORCER parameter for enforcer binary The purpose of making the enforcer parameter adjustable is to allow flexibility and robustness when the dialer is not co-resident with WebLM and the network environment is not optimal. The parameter in master.cfg is as follows: ENFORCER:initial_timeout=4,retry_max_count=2,retry_delay_se cs=3 These values control the enforcer's internal IPC message wait time, the maximum number of retries before giving up, and the delay in seconds between retry attempts. The values shown above are the default values internal to the program. Changing them here will override the default values in the program. initial_timeout: Specifies the duration, in seconds, for which enforcer should wait for a response after sending a message to WebLM. Minimum value: 1 Maximum value: No maximum limit recommended, but realistically 20-30 seconds. retry_max_count: If WebLM does not respond within the initial timeout period, WebLM will attempt to resend the message up to the maximum count specified by this parameter. Minimum Value: 0 Maximum Value: No maximum limit recommended, but realistically 5-10 retries. Page 13

retry_delay_secs: Specifies the duration required to wait between the message resend attempts. Minimum Value: 0 Maximum value: No maximum limit recommended, but realistically 20 30 seconds. 4.6. Installing WebLM For Avaya Proactive Contact 5.0 release, you need to install the WebLM. For information on installing WebLM, see Avaya WebLM document on the Avaya Support site: 38Hhttp://support.avaya.com 4.7. Starting up the Dialer processes 1. Start the database by running the following commands as an admin user: start_db check_db Verify that all the database processes are running. 2. Run the Mid-Tier software by running the following commands: start_mts check_mts Verify that all the Mid-Tier processes are running. 3. Start the Dialer software by running the following commands: start_pds check_pds check_mts Verify that all the Dialer processes are running. After performing the post-installation procedure, you can start using the system. 5. Uninstalling Avaya Proactive Contact 5.0 Dialer To revert the system to the previous version of Avaya Proactive Contact, use the Mondo backup. 6. List of Customer Fixed Issues, Known Issues, Troubleshooting, and Improvements For information on Customer Found Defects, Known Issues, Troubleshooting, and Improvements as included in the Avaya Proactive Contact 5.0 release, refer to the "List of Fixed Issues, Improvements, Known Issues, and Troubleshooting for Avaya Proactive Page 14

Contact 5.0 (Dialer, OS, Agent, Agent API, Supervisor, and Database)" document on the Avaya Support site: 38Hhttp://support.avaya.com 7. Contact Support You can contact Avaya Proactive Contact Technical Support through the Internet, email, and telephone. To contact Avaya Proactive Contact support by telephone, call at one of the following numbers: 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://support.avaya.com 8. Appendix 8.1. Appendix 1: License and Source Code Information for libkeepalive.so The license and copyright notice for libkeepalive.so is in the following file: /opt/avaya/pds/tools/opensource/libkeepalive/libkeepalive_gpl.txt The source code for libkeepalive.so is at the following location: /opt/avaya/pds/tools/opensource/libkeepalive/src For more information, see http://libkeepalive.sourceforge.net/ 8.2. Appendix 2: Support for Avaya Proactive Contact Interoperability This appendix includes information related to the interoperability versions of various products supported with Avaya Proactive Contact 5.0 Dialer. The following products support Avaya Proactive Contact 5.0: Avaya Secure Access Link (SAL) version 1.5 and above. Avaya Application Enablement Services (AES) 5.2.3. For AES 4.2.1 and above, the CTI link for communicating with Avaya Proactive Contact should be selected as secured. Avaya Communication Manager (CM) 6.0 and 5.2.1 Avaya WebLM version 4.7 Page 15

Avaya Interactive Response (IR) 4.0.6 For AES 4.2.1 and above, the CTI link for communicating with Avaya Proactive Contact should be selected as secured. NGCC PAB with AACC 6.1 SP2 MBT 5.2.1 and CS1K in two configurations (SIP Link & AML) Avaya IQ 5.2 8.3. Appendix 3: Avaya Proactive Contact 5.0 Dialer with 4.2 Event SDK If you want to use Avaya Proactive Contact 4.2 Event SDK with Avaya Proactive Contact 5.0 Dialer, then you need to update the certificates to connect to Avaya Proactive Contact 5.0 Dialer. You can get certificates from Avaya Proactive Contact 5.0 Dialer. To update the certificates: 1. Close any running Event SDK client application. 2. Take a backup of the existing key/certificates files. 3. Copy the key/certificate files from Dialer available under /opt/avaya/pds/openssl/ to the location where your Event SDK client certificates are located. Depending on the client, that is either C++ or Java, copy the CORBA key/certificates or Java keystore file respectively. 8.4. Appendix 4: Avaya Proactive Contact 5.0 Dialer with 4.2 Agent API If you want to use Avaya Proactive Contact 4.2 Agent API client with Avaya Proactive Contact 5.0 Dialer, then you need to update the certificates to connect to Avaya Proactive Contact 5.0 Dialer. You can get certificates from Avaya Proactive Contact 5.0 Dialer. To update the certificates: 1. Close any running Agent API client application 2. Take a backup of the existing key/certificates files. 3. Copy the key/certificate files from dialer available under /opt/avaya/pds/openssl/ to the location where your Agent API client certificates are located. NOTE: The files corresponding to agentclient_key.pem and agentclient_cert.pem (in case the names of these files have been changed in %WINDIR%\moagent32.ini configuration file) on the Dialer are named as agent_key.pem and agent_cert.pem respectively. NOTE: If you do not have access to Avaya Proactive Contact 5.0 Dialer, contact Avaya Professional Services, Support, or service provider to obtain the key/certificates. Page 16