IP Office Contact Center 10.0.0.0 - Release Notes 17 January 2017 Contents IP Office Contact Center 10.0.0.0 - Release Notes... 1 Contents... 1 Document changes... 2 Introduction... 2 Installation... 2 Product compatibility... 2 Required patches... 2 File list... 2 Backing up... 2 Installing the release... 3 Installing IPOCC Server using ISO... 3 Upgrade... 4 Upgrade instructions from IPOCC 9.1.x... 4 Upgrading IP Office Contact Center Client... 5 Configuring Windows browser clients to accept certificates... 5 Restoring software to previous version... 6 Functionality not supported and limitations... 6 What s new... 6 Fixes... 7 Known issues and workarounds... 8 Languages supported... 15 Documentation errata... 15 Contacting support... 15 Contact Support Checklist... 15 1
Document changes Date Description 01/17/17 Release Notes for IP Office Contact Centre 10.0.0.0 for Powered By IP Office 2.0 Introduction This document provides late-breaking information to supplement IP Office Contact Center (IPOCC) software and documentation. For updated documentation, product support notices, and service pack information, go to the Avaya Support site at https://support.avaya.com/. Installation Product compatibility For the latest and most accurate compatibility information go to https://secureservices.avaya.com/compatibilitymatrix/menus/product.xhtml?name=ip+office+contact+center IP Office must be upgraded to 10.0 (latest Service Pack) before IPOCC 10.0 can be installed or upgraded. Required patches Find interoperability and compatibility information at the following location: https://support.avaya.com. Download ID Patch Notes N/A File list Filename Modification time stamp File size Version number IPOCC10.0.0.0-7200.1643.iso 10/28/2016 1,212,022,784 bytes 10.0.0.0 Contact Center User Interface.msi 12/13/2016 63,365,120 bytes 10.0.7203.1650 LandingPage x64.msi 12/13/2016 42,754,048 bytes 10.0.7203.1650 Backing up See the backup instructions in Avaya IPOCC Maintenance Task Based Guide on https://support.avaya.com/. Before an upgrade can start all IPOCC processes have to be stopped: Close the IPOCC user interface on IPOCC server and on all Client PCs. 2
To stop all IPOCC server components open Adminstrative Tools->Services, select IPOCC Watchdog and stop this service. Observe components in TTConsole. On the left hand panel, running processes are shown. This may differ from what is shown in TTDisplay for some Java processes. This is because TTDisplay sees only the process started by Watchdog and for some Java processes this is only the wrapper that starts the JVM and not the Java process itself. When a hanging process is identified in TTConsole take the PID of this process which is shown in the left hand panel of TTConsole, go to the Windows Task Manager and stop the process with this PID. In some cases (especially in case of upgrading from 9.0.3), Watchdog is not able to stop some processes such as chap or chapsync completely. Ensure that no service with the name prefix IPOCC is running or stopped. You should also check in Windows Task Manger, if a process with the name CHAP-Server is running. If so, end the task in Task Manager. Make sure there are no open database connections. Check in in the PostgreSQL tool pgadmin3.exe->menu Tools->Database Server Status. The only entry should be pgadminiii-browser. Close the pgadmin tool before starting an upgrade Installing the release Installing IPOCC Server using ISO Follow the instructions on how to create an OVA from the IPOCC ISO (from support.avaya.com) NOTE: Make sure to replace the Contact Center User Interface and LandingPage x64 MSIs included in the ISO with the ones provided before installing IPOCC NOTE FOR ALL NEW INSTALLATIONS - All new installations if IPOCC 10.0 are configured with a secure connection to IP Office and all of the HTTP ports (8080, 18080, 28080)are disabled. Upgrades from previous releases maintain the unsecure connection with documented steps on how to make the IPOCC Server secure (See the Avaya IPOCC Maintenance Task Based Guide) - For secure media, IP Office has some limitations on the number of connections it can process. If IPOCC is also using secure media, then additional restrictions are applied. See table below for details. If IPOCC and IP Office are co-located and secure media is not required between them, then SRTP should be disabled for that connection. The endpoints with secure media supported by IP Office when using IPOCC can be an agent IP desk phone, an IP trunk or an IPOCC connection for queued calls, IVR or internal IPOCC voice mail. The secure media connection limitations on IP Office differ depending on the platform. The following table describes the number of secure media connections for all platforms (including Standard Edition - IP500V2). The table includes the maximum for a deployment where all endpoints are using secure media except for the connection between IPO and IPOCC, and the maximum for a deployment where all endpoints are using secure media, including the connection between IP Office and IPOCC. Platform Maximum number of Secure Media connections (all secure including the IP Office/IPOCC connection) Maximum number of Secure Media connections (all secure excluding the IP Office/IPOCC connection) Standard Edition 25 40 3
R220/230 Server Edition DL360 Server Edition R630 Server Edition OVA Server Edition 40 64 80 128 320 512 320 512 Upgrade Upgrades from any versions of IPOCC9.1.x are supported. It is recommended to upgrade to the latest Service Pack or Critical Patch before upgrading to this release. For information about patches and product updates, see the Avaya Support web site https://support.avaya.com. Backup the IPOCC system first. Refer to the backup instructions in the Avaya IPOCC Maintenance Task Based Guide for the version of IPOCC that is being upgraded. Before an upgrade can start all IPOCC processes have to be stopped: Close the IPOCC user interface on IPOCC server and on all Client PCs. To stop all IPOCC server components open Adminstrative Tools->Services, select IPOCC Watchdog and stop this service. Observe components in TTConsole. On the left hand panel, running processes are shown. This may differ from what is shown in TTDisplay for some Java processes. This is because TTDisplay sees only the process started by Watchdog and for some Java processes this is only the wrapper that starts the JVM and not the Java process itself. When a hanging process is identified in TTConsole take the PID of this process which is shown in the left hand panel of TTConsole, go to the Windows Task Manager and stop the process with this PID. In some cases (especially in case of upgrading from 9.0.3), Watchdog is not able to stop some processes such as chap or chapsync completely. Ensure that no service with the name prefix IPOCC is running or stopped. You should also check in Windows Task Manger, if a process with the name CHAP-Server is running. If so, end the task in Task Manager. Make sure there are no open database connections. Check in in the PostgreSQL tool pgadmin3.exe->menu Tools->Database Server Status. The only entry should be pgadminiii-browser. Close the pgadmin tool before starting an upgrade Upgrade instructions from IPOCC 9.1.x Mount the IPOCC ISO and copy the complete structure locally to the server Replace the Contact Center User Interface msi and the LandingPage x64.msi found in the Setups folder with the ones provided Start SetupWizard (in subfolder \Server\IP Office Contact Center) Accept the EULA 4
Enter the database password Click Install Progress bar is shown for all components When all components are upgraded, click Reboot After reboot and logging back in on the server, the wdconfigwizard will start automatically and adjust the watchdog configuration. Then the new watchdog configuration will load and the watchdog will restart with the new configuration. Upgrading IP Office Contact Center Client From WebAdmin, download the MSI to the PC where the client is to be installed Double click Contact Center User Interface.msi Configuring Windows browser clients to accept certificates This procedure applies to the certificates installed on the server through the IPO Web Control generation process. The exact procedure depends on the browser, but it very similar for Google Chrome and Internet Explorer. Google Chrome 1. Browse to the IPOCC site. Select the icon with the red cross next to https:// in the address bar and select the Certificate Information link. 2. On the certificate dialog, select the Certification Path tab, click the top node in the tree and then select the View Certificate button. 3. On the second certificate dialog, select the Details tab, then select the Copy to File button. 4. Select Next twice on the wizard, then select the Browse button to choose a folder, e.g. the Desktop and enter a filename. Select Save, then Next, then Finish. 5. Select OK on the message box. Select OK on both certificate dialogs. Close the browser completely. 6. Locate the file from step 4 in Windows Explorer, right click on it and select Install Certificate. Select Next, then the Place all certificates in the following store radio button. Select the Browse button, and then select the Trusted Root Certification Authorities node in the root. 7. Select OK, then Next, then Finish. Click Yes on the Security Warning dialog, then OK on the message box. 8. You may delete the file created at step 4 using Windows Explorer. 9. You should now be able to browse all of the IPOCC sites using the hostname or IP address without certificate warning. Other user accounts on the same client machine will need to perform this process. Internet Explorer 1. Browse to the IPOCC site. Select the Continue to this website link with the white cross on red background in the browser frame and then select the Certificate error link at right of the address bar. Select the View Certificates link. 2. Proceed as steps 2-8 above for Google Chrome. 5
3. You should now be able to browse all of the IPOCC sites using the hostname without warning; using the IP address will still show a certificate error in the address bar. Other user accounts on the same client machine will need to perform this process. Mozilla Firefox 1. Browse to the IPOCC site. Select I understand the risks in the browser frame. Select the Add Exception button. 2. On the dialog, select the View button. On the second dialog, select the Details tab. Select the top, root node in the Certificate Hierarchy list to highlight the top row, then select the Export button. Choose a folder, e.g. the Desktop and ensure the file has a.crt extension. Select Save, then select Close and Cancel on the dialogs. 3. e icon at the right of the toolbar bar, then Options on the pop-up. 4. Select the Certificates tab, then the View Certificates button. Select the Authorities tab, then the Import button, then browse to the file created at step 2. Select Open. 5. On the dialog, check the Trust this CA to identity web sites box, then select OK. Select Close on both dialogs. Close the browser completely. 6. You may delete the file created at step 2 using Windows Explorer. 7. You should now be able to browse all the IPOCC sites using the hostname or IP address without certificate warning. Other user accounts on the same client machine will need to perform this process. Restoring software to previous version See Avaya IPOCC Maintenance Task Based Guide for details on this procedure. Functionality not supported and limitations For more details see Avaya IP Office Contact Center Reference Configuration. What s new The following table lists the enhancements in IP Office Contact Center 10.0.0.0. Disable HTTP (unsecure) sockets/connectors for new installation Password lockout mechanism No Clear Text Password Transmission Many new Out of the box historical reports New default Realtime monitor views VMWare ESXi 6.0 Support Wallboard improvements including email and chat counters 6
Windows 10 Support for IPOCC clients Trusted Certificate Repository Management Accessibility of Telephony Simplify IPOCC UI IVR- Editor Simplify IPOCC UI Configuration Callback Request with Original Queue Position Support secure connection between IPOCC and IP Office (TAPI and SIP connections) Failed user login attempts will not reveal the presence or absence of user login IDs. Customer configurable security warning banner IPOCC Backup and Restore using Web Admin Use latest standard encryption algorithms and key sizes Simplify IPOCC UI TaskFlow Editor Display understandable counter names in Report Heading Simplification and enhancement with the IPOCC Setup Wizard Web Admin to support both 120 and 300 Voice and Queue channels configuration. New Default Callflow/IVR "Out of the box" Web Admin Dashboard showing system resource usage, connectivity status for various connections on IPOCC, system services status, productivity statistics Modern rendering and export capability of historical reports Ability to create/modify/delete agent/supervisor accounts, topics, groups or profiles using Web Admin Log of security events Remove 'Expert Mode' from the Installation Wizard Fixes All fixes included in all the IPOCC 9.1 Service Packs are included in the IPOCC 10.0.0.0 release. 7
Known issues and workarounds Functional area Visible symptoms Workaround Telephony Calls that have been targeted at the IPOCC cannot be parked once they have been answered To enable enter a NoUser source number into the IP Office configuration. The NoUser source number that allows calls to be parked is: ACCS_FEATUREMASK=00000 005 Telephony Emergency request cannot be accepted by Supervisor It is likely that the agent has placed the customer call on hold before making the Emergency request. Customer call should not be on hold. Remote Access Licensing Localization Wallboard Wrong hostname delivered in case of using UI via Remote Desktop There is no grace period when a license expires. In IP Office Contact Center 10.0.0.0 only languages using Latin character set are supported. Object Names with Special characters like accents or Arabic, Chinese or Thai words cannot imported with the configuration spreadsheet correctly. The following list shows the countries/regions with non-latin languages which are affected: UAE Kuwait Indochina Wallboard not working on recent versions of the chrome Browsers In case connected to server/client via Remote Desktop: it is recommended to start the User Interface AvayaCCMain.EXE with start parameter noterminalserverclient Must run on IE or FF only from a Windows PC (Windows 7, 8.1 or 10) Wallboard Silverlight crashes. The latest plug-in version should be installed and it may be beneficial to disable Hardware acceleration in the Animation and Windows Settings dialog or to upgrade display drivers if available Web Admin Making any configuration changes are lost when changing Save the changes before changing page in Web Admin if 8
Functional area Visible symptoms Workaround Web Admin Web Admin Configuration Spreadsheet Configuration Spreadsheet Configuration Spreadsheet Reporting Reporting Reporting Reporting Reporting page without saving. No warnings are given. Changes made to the agent extension or profile prevent and agent to login properly to all groups they belong to. For topics created in Web Admin, use job code is automatically selected for chat The Create Data Import button is inactive in the configuration Excel spreadsheet, System not working properly After assigning an Agent group to several Agents when using copy/paste or auto complete, the entry in the fields of Agent group in the Agent tab or on profile tab is displayed in red like an error. The report definition includes a timeframe combined with some restrictions for this timeframe and the result must be a valid time window to create a Report. In the case the defined restriction excludes the given timeframe completely there is no valid time window to generate a report. In this case the client will freeze. Automatic reports are in the old report format and not like the new report format when viewing in the supervisor UI application. When using the Print option when using the new report viewer, the printout is not rendered properly After applying any filter, the Search button is disabled and it cannot be used. Expand the last entry, and then scroll to the right to see all counters. The rows with the main entries are scrolled the changes need to be saved. Use the IPOCC UI to make changes to the agent or profile. System restart required to recover if Web Admin is used. Use IPOCC UI to create topics or adjust use job code using IPOCC UI for the affected topics after they are created with Web Admin. It is likely caused by a Microsoft patch from December 2014. See the following KB article: https://support.microsoft.com/kb /3025036/de?wa=wsignin1.0. With the FixIt tool from this article, the problem can be solved. The hostname should not exceed 30 characters This can be ignored Automatic reports are only using the old format. Use the export capability from the new report viewer to get a PDF copy of the report. Export the report to PDF and then print from the PDF viewer / reader which is able to scale the full content to the chosen paper size If all filters are cleared the Search button is again available. Use Chrome or FireFox browsers. 9
Functional area Visible symptoms Workaround more than the headers, so the values end up misaligned. Only an issue with Internet Explorer. Real Time Monitoring UI UI UI E-Mail Exporter E-Mail Routing Chat Emails waiting field in the WebApp/ChromeApp may not be the same shown with the IPOCC UI NQueued[E] field. Depending on the interfaces (IPOCC UI, Chrome App, CRM Plug-in) used when trying to login using the same Agent ID, different inconsistent behavior could be observed. In the new report viewer when using the IPOCC UI, filling in the page field, search field or start/end date field will not respond properly after pressing ENTER. Same problem when using the generate report option and filling all the necessary fields. The ADD button remains grey. In case of configuration change (privilege, authorization, group assignment, layout,..) of a logged in agent, the change will be completely effective after log off and log in again In case an IPOCC server with E-Mail routing and configured Archiving is upgraded, the automatic E-Mail exporting from Archive database and zipping begins immediately after restart of the system. Please note that in case of huge amount of archived mail the system may be under high load. The element NQueued(Topics) in Realtime Information may show a higher value as configured the topic with value Max E-mails in queue Configuration changes for chat taskserver are only applied In topic configuration -> telephony tab, the agent group for which we want to capture the real-time information should be selected Always make sure to logoff from the current device before logging in again using a different UI. User has to click somewhere on the report screen for the action takes place. The agent must close and restart the UI Explanation: The element NQueued(Topics) in Realtime Information shows the complete amount of E-mails for the considered Topic in the system. The configuration value "Max E- mails in queue" restricts the number of E-Mails to be handled by the Routing process in order to avoid overload. Theses E-Mails which are exceed the restricted volume will be deactivated for the Routing process, but will be included in the realtime element NQueued(Topics) 10
Functional area Visible symptoms Workaround Chat Chat after service restart. Please refer to the Email/Chat Task Based Guide for details. Chat Taskserver cannot connect to XMPP server due to a wrong configured password When using IP Office XMPP Server for chat one has to disable archiving on IP Office site. Following commands have to be executed as root on IP Office Server: o GETTER: o curl http://localhost:9094/plugins/monitoring/imarchive?messa gearchiveenabled o o returns <?xml version="1.0" encoding="utf-8"?> o <MessageArchiveEnabled>true</<MessageArchi veenabled> o SETTER o curl -X POST http://localhost:9094/plugins/monitoring/imarchive?enable MessageArchive=false Correct password in topic configuration, restart watchdog Chat Chat o Openfire does NOT need to be restarted after disabling archiving. o Restrictions: 1)These curl commands must be executed on the IPO server where Openfire is running otherwise they return HTTP FORBIDDEN 2) Openfire must be running when these commands are executed After several unsuccessful login attempts, onex Portal blocks topic XMPP user. If topic XMPP password is wrong, chat taskserver tries to login the XMPP user every 10 secs, so as per default security settings, the account will be blocked.(5 attempts are allowed) Registration will not be possible, even if the correct password is entered. The connection to the XMPP server is lost and not recovered automatically. In order to unblock the account, end user needs to access IPO Manager and change the setting for Account status from Locked - password error to Enabled The Chat Task Server needs to be restarted. This issue doesn't happen when using the IP Office XMPP Server Chat WebChatDialog.Properties is overwritten after an upgrade If changes were made manually to this file, it needs to be saved before performing an upgrade to 11
Functional area Visible symptoms Workaround IPOCC OVA installation IPOCC with Outbound AutoSync CRM In case IPOCC server was delivered as OVA it could happen that the time zone configured in Operating system (Windows) is different than the time zone configured in postgres. With the new tool PostgresTimezoneAdjuster.exe the time zone in PostgreSQL can be adjusted to the server time zone. Proceed as follows: Copy the files PostgresTimezoneAdjuster.exe and the data file windowszones.xml from the folder Utilities in the ISO into a local folder on the IPOCC server. Open command window elevated (run as Administrator), change directory to the folder where PostgresTimezoneAdjuster is stored. Start PostgresTimezoneAdjuster.exe without any parameter Dialer campaigns of type mechanic not working The synchronization of all objects may take several minutes (round about 10 sec per agent) Sync not responding: Sync service not responding to particular request with the error message Config server or LNA server not started. Maybe Sync is in the middle of doing synching operations with IP Office. For SFDC, only use Console Mode (not Standard Mode) The package is available at https://login.salesforce.com/packaging/installpackage.ape xp?p0=04t100000007uem IPOCC 10.0 The following configuration of the SIP extension in IPO Manager is necessary o User record requires the user Rights to be set to "Application" for the SIP extension o Application user rights group must have the Application Servers Group tick box checked. o For upgraded systems from 9.1.x the configuration has to be adjusted manually. New installed systems which are configured using Web Admin or Excel Spreadsheet are working correctly, no manual adjustment required. A restart of the sync service is required if the error comes on repeated attempts. 12
Functional area Visible symptoms Workaround NOTE : 1.) You will need a Salesforce account to access this package. 2.) You will need to install WSC and CRM Connector on the IPOCC Server (if they are not already installed). CRM Max. Job Code Length is 15 digits Backup/Restore SIP Connection fails after a restore The SIP password for CHAP is not restored properly, re-enter the SIP password in the CHAP configuration WebApp/ ChromeApp Supervisors should not monitor more than 25 agents total via the groups they belong to. If a supervisor monitors multiple shifts of agents, the supervisor should have multiple accounts for each groups and login to the appropriate one for each shift. WebApp/ ChromeApp WebApp/ ChromeApp WebApp/ ChromeApp To avoid performance issues a supervisor should only assigned to 1 agent group, one group should have not more than 25 agents When using the WebApp/Chrome App, the Topic that the agent belongs should never have more than 25 calls in queue. Job codes cannot be longer that 17 digits when using the Chrome App/WebApp as interface The chat archive in ChromeApp/WebApp shows always all agents, Authorization is not considered. Exporting historical reports only possible for csv format Agent group assignment changed for an agent is not reflected in supervisor view. Job codes cannot be entered during a call, only after the call. An agent cannot extend the wrap up time during a call, only after the call Agent is not able to log in ChromeApp/WebApp if System name field does not match with Login name field Supervisor logs off and in again WebApp/ ChromeApp WebApp/ The size limit for E-Mail attachments is 10 MB for ChromeApp/WebApp, the application does not display an error message if that limit is reached For Chat name (chat ID) only the first 30 characters can 13
Functional area Visible symptoms Workaround ChromeApp WebApp/ ChromeApp WebApp/ ChromeApp WebApp/Chrome App WebApp/Chrome App WebApp/Chrome App Web Services be displayed on chat page Using URL in WebApp/ChromeApp: you have to configure the URL in the adminstration of the thick client: go to UI configuration, select Agent or profile or System -> in Dialog UI configuration Default interface go to tab Web UI agent, behind Web access click on button Add, enter the URL and mark Option in new browser window, the URL will opened in new tab After login it may take 5-7 seconds before a generated historical report is displayed completely Login when using WebRTC can fail If an e-mail is put in the thrash by mistake it cannot be retrieved Labels on the UI maybe overlapping after an upgrade to IPOCC 10.0 Connections from the Web Services to the Application Observer (callback) is failing because observer is configured to prevent SSLv2, SSLv3 and TLSv1.0 connections The port to use for WebRTC changed from 7070 to 9443 when using IP Office 10.0. Use the IPOCC UI to recover the e-mail Clear the browser cache after the upgrade On the IPOCC server, run Regedit.exe and navigate to the registry key HKEY_LOCAL_MACHINE\SOF TWARE\Avaya\IPOCC\Procrun 2.0\Tomcat_WSC\Parameters\J ava Edit the Options multi-value string to include the line - Dhttps.protocols=TLSv1.1,TLSv 1.2 (keep all other lines), this will enable TLSv1.1 and v1.2 Run the Services.msc panel to restart the IPOCC Tomcat WSC service, for the configuration change to take effect 14
Languages supported The Troubleshooting Guide, which used to be a section in the translated Maintenance Task Based Guide, the ChromeApp/WebApp user guide and the CRM Salesforce Plug-In user guide are in English only. All other documents are translated in all supported languages. Documentation errata All documentation issues reported in previous releases have been addressed in the 10.0 documents. Contacting support Contact Support Checklist If you are having trouble with IP Office Contact Center 10.0.0.0, you should: 1. Retry the action. Carefully follow the instructions in written or online documentation. 2. Check the documentation that came with your hardware for maintenance or hardware-related problems. 3. Note the sequence of events that led to the problem and the exact messages displayed. Have the Avaya documentation available. If you continue to have a problem, contact Avaya Technical Support: 1. Log in to the Avaya Technical Support Web site https://support.avaya.com. 2. Contact Avaya Technical Support at one of the telephone numbers in the Support Directory listings on the Avaya support Web site. Avaya Global Services Escalation Management provides the means to escalate urgent service issues. For more information, see the Escalation Contacts listings on the Avaya Web site. Finding documents on the Avaya Support website Use this procedure to find product documentation on the Avaya Support website. 1. Use a browser to navigate to the Avaya Support website at http://support.avaya.com/. 2. At the top of the screen, enter your username and password and click Login. 3. Put your cursor over Support by Product. 4. Click Documents. 5. In the Enter your Product Here search box, type IP Office Contact Center. 6. Select 10.0.x from the Choose Release drop-down list. 15
7. Use the Content Type filter on the left to select the type of document you are looking for, or click Select All to see a list of all available documents. 8. For example, if you are looking for user guides, select User Guides in the Content Type filter. Only documents in the selected category will appear in the list of documents. 9. Click Enter. 16