Product Release Notes for Avaya Proactive Contact 4.1.2 Supervisor Page 1
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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. 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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 Page 1
Table of Contents 1. Prerequisite...2 1.1. Hardware Requirements...2 1.2. Obtaining Avaya Proactive Contact 4.1.2 Supervisor...3 2. Installation...4 2.1. Pre-installation Procedure...4 2.2. Upgrade Instructions...4 2.3. Installation Procedure...4 2.4. Post-Installation Procedure...5 2.5. Uninstallation Procedure...8 3. New Features...8 4. Enhancement Requests...9 5. List of Customer Fixed Issues, Known Issues, Troubleshooting, and Improvements...10 6. Contact Support...10 Page 1
Revision History Version Date 0 September 07, 2009 0.1 October 9, 2009 0.2 October 9, 2009 0.3 October 15, 2009 0.4 October 22, 2009 0.5 October 28, 2009 0.6 November 9, 2009 1.0 November 13, 2009 1.1 November 18, 2009 1.2 November 19, 2009 This document is the release notes for Avaya Proactive Contact 4.1.2 Supervisor. Before proceeding with this release note, for determining the correct order of referring to the release notes, refer to the Sequence of using Avaya Proactive Contact 4.1.2 Release Notes document on the Avaya Support site: https://support.avaya.com/css/p8/documents/100068921 1. Prerequisite 1.1. Hardware Requirements Following are the minimum hardware requirements to support this release of Avaya Proactive Contact 4.1.2 Supervisor and the associated mid-tier software components: Minimum system requirements for Windows XP Service Pack 2/Service Pack 3: 800 MHz 32-bit (x86) or 64-bit (x-64) processor 512 MB RAM 15 GB free disk space on a 20 GB hard drive DVD ROM Drive Network Capable Microsoft Internet Explorer 6.0 or later Page 2
Minimum system requirements for Windows Vista Enterprise Edition: 1 GHz 32-bit (x86) or 64-bit (x-64) processor 1 GB RAM 15 GB free disk space on a 40 GB hard drive DVD ROM Network capable Microsoft Internet Explorer 7.0 or later NOTE: For computer running Microsoft Windows Vista: Please refer to Microsoft s Web site for additional hardware requirements to support Vista: http://technet.microsoft.com/en-us/library/cc507845.aspx 1.2. Obtaining Avaya Proactive Contact 4.1.2 Supervisor You can order all the CDs or DVDs for Avaya Proactive Contact 4.1.2 using the high level bundle code 700478969. The two ways to obtain this release are: Ordering the installation DVD labeled Avaya Proactive Contact 4.1.2 Supervisor, Material ID: 700479066. 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://support.avaya.com 2. In the left pane, click Downloads. 3. In the Please enter the name of your product text box, type Proactive Contact. The Proactive Contact option appears below the text box. Click Proactive Contact. The webpage is redirected to the Avaya Proactive Contact page. 4. From the version drop-down box, select 4.1.x. 5. Download the Avaya Proactive Contact 4.1.2 Supervisor 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. Page 3
2. Installation For Nero Express, select the Image, Project, and 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 4.1.2 Supervisor Material ID: 700479066. This section provides information on installing and uninstalling Avaya Proactive Contact 4.1.2 Supervisor. 2.1. Pre-installation Procedure Disable the anti-virus (if any) before starting the Avaya Proactive Contact 4.1.2 Supervisor installation. 2.2. Upgrade Instructions To upgrade from a previous version of Avaya Proactive Contact Supervisor: 1. Insert the installation DVD in the DVD-ROM drive. 2. Run Setup.exe program located in the root directory of the Supervisor DVD ROM. 3. The installer detects for any previous version of the Supervisor application and displays the following prompt: Setup has found an earlier version of this product installed on your machine. For proceeding with this installation it is required that older version is uninstalled. Do you want to continue? 4. Click Yes. The setup will uninstall the previous version of the software. 5. To install the latest version continue from step 8 of the Installation procedure given after this section. 2.3. Installation Procedure This section describes the steps to install the current version of Avaya Proactive Contact 4.1.2 Supervisor. This procedure will install mid-tier software, Health Manager, Role Editor, and all Avaya Proactive Contact Supervisor applications. 1. Login with Administrator privileges to install Avaya Proactive Contact 4.1.2 Supervisor. 2. Insert the DVD in the DVD ROM of the desktop. Run the Setup.exe, which starts with installation. 3. If Microsoft.Net Framework 3.5 is not installed on your system by default, then you will receive the following error message. Page 4
Setup has detected that this computer does not meet the requirements to install this software. These requirements must be met before you can install Microsoft.NET Framework 3.5. NOTE: Steps 4 to Step 7 are only applicable to Avaya Proactive Contact 4.1.2 Supervisor on Windows XP SP2. For installation on Windows Vista, continue from step 8. 4. If Windows Installer 3.1 is already installed, the system starts installing Microsoft.NET Framework 3.5. To continue with the installation go to step 8. 5. If Windows Installer is not installed on your system by default, then you will 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. Click Exit Setup. 6. After you click Exit Setup, the following message will be displayed: The installation of Microsoft.NET Framework 3.5 appears to have failed. Do you want to continue with the installation? Click No. 7. Go to Support Files directory on the disk and install Windows Installer 3.1. Accept the default prompts in the installation wizard. On the Completing the Windows Installer 3.1 (KB893803) Installation Wizard page, keep the Do not restart now check box unchecked, and click Finish. The system restarts. After the system has restarted, run the Setup.exe again. 8. When the installation wizard appears, accept the default values on the prompts, except on the Proactive Contact Supervisor License page. On this page, select I accept the terms of the license agreement. After the installation is complete, a message requests you to finish the configuration by opening Health Manager. 2.4. Post-Installation Procedure This section describes the steps that you must perform after installing Avaya Proactive Contact 4.1.2 Supervisor. Note: Once the installation is complete, you should enable the anti-virus software if you had disabled it during the pre-installation procedure in section 2.1. Page 5
Configuring the Supervisor application: 1. Double-click the Health Manager icon on the desktop. The Configurator screen appears. Enter the name and IP address of the Primary dialer that you want to connect to in the Primary Proactive Contact Details. For example, pudslr04 and 192.xxx.xxx.xx. Enter the same information in Database Server Details. In Mail Server Details, type the name and IP address of your exchange server. For example, cof110avexu4 and 124.x.x.xx. NOTE: If you do not want to receive e-mail event notification, keep the Email Server Details empty. 2. Close the Configuration Window, and then click Finish on the Install Shield wizard. 3. Restart the system after the installation completes. NOTE: If you do not restart the system, you may see an error message when you try to run Monitor.exe or when you try to preview the reports in Analyst using the Client Applications on Windows XP SP2 or SP3. All client applications are now ready for use. Microsoft Windows Firewall Windows Firewall will display a warning message each time you start any of the Avaya Proactive Contact Supervisor applications. Although this warning states that the firewall is blocking some application functionality, the applications will continue to run without causing any problem. We recommend that you enable firewall to allow application exceptions. If you choose this option, a user with the Administrator privileges on the computer should open each application. When the warning message appears, click the Unblock button. This will add the application to the list of exceptions to firewall policy and allow all other users to access the application. Alternatively, you can: 1. Click on Security Center in the Control Panel. 2. Click on Windows Firewall. 3. Click on the Exceptions tab. 4. Click Add Program. 5. Select Analyst application, Monitor application, Editor application, Health Manager application, and System Telnet and PC Analysis applications. 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: Page 6
1. Go to Control Panel, from the classic view; double-click on Windows Firewall. The User Account Control dialog box appears. 2. Click Continue. 3. On the next page, select Turn Windows Firewall On or Off option on the left panel. 4. On the next page, select the Off (not recommended) option and click OK. Enhanced Browsing Security By default, Windows XP SP2 prohibits active content from being run on your computer. As a result, all online help pages will 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. Avaya recommends that you allow active content in a limited way on your computer. To do this: 1. Open Internet Explorer. 2. Select Tools > Internet Options. 3. Click on the Advanced tab. 4. Scroll down to the section titled Security. 5. Select the Allow active content to run on file on My Computer check box. 6. Click OK, and then close Internet Explorer. Job Completion Code view for Campaign Monitor By default, Campaign Monitor saves the views under the Windows logged-in user s application data directory. In this release, the Job Completion Code view has been updated with an additional column. This new column is applicable to the OFCOM compliant regions only. The application data is not updated with the latest jobcompletioncode.cmv, if already exists. Replacing the existing jobcompletioncode.cmv with the new version will remove any customizations made to the Job Completion Code view. To get the latest version of the Job Completion Code view: 1. Click Windows Start->Run and type %appdata%, and click OK. This will open the application data for the current user logged-in on the Windows. 2. Navigate to Avaya Proactive Contact Supervisor\Monitor. Page 7
3. Take a backup of the existing jobcompletioncode.cmv file. If this file does not exist, then ignore the following step. 4. Copy the jobcompletioncode.cmv from <INSTALLDIR>\ Avaya\Proactive Contact 4.1\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 4.1.2 Supervisor. 2.5. Uninstallation Procedure 3. New Features Note: Disable the anti-virus software before proceeding with the uninstallation procedure. You can enable the anti-virus software once the uninstallation is complete. To uninstall Avaya Proactive Contact 4.1.2 Supervisor: 1. Go to Start > Settings > Control Panel. 2. Double-click the Add/Remove Programs icon. 3. Click Change or Remove Program icon. 4. Select the current product and click Change/Remove. Follow the onscreen instructions. 5. Click Finish when the Uninstall Complete message is displayed on the screen. The following new features have been added in Avaya Proactive Contact 4.1.2 Supervisor: Hourly recurrence type in schedule wizard activities Campaign Update Custom Script Hourly recurrence type in schedule wizard activities Hourly recurrence type is added in the Supervisor application in schedule wizard. 1. Login to the Editor application. 2. Go to the Schedule tab. Select Activities. 3. Click New. 4. Go through the Schedule wizard. 5. Select the recurrence type as Hourly. 6. Select Start Time, End Time, and Duration at which you want to run the schedule. Page 8
7. Save the schedule. Campaign Update You can see the schedule entry in admin.cron file on the dialer. Note: An hourly activity can be scheduled only when the difference between the current system time and selected End time is greater than or equal to the value in the Duration field. For example, if the current system time is 3:16AM, Start Time selected is 3:00AM, End Time selected is 3:45AM and the Duration selected is 15 minutes, then the activity will be scheduled as the difference between the system time and end time is greater than the selected duration time. In the Editor application, earlier you could select only single type of Update Mode (Batch or Real Time), while configuring the calling list application through Editor. In Avaya Proactive Contact 4.1.2, you can now select any of the following Update mode: Batch Real Time Both (Batch and Real Time) Custom Script Earlier in the Editor application, when you enable the Batch Campaign Update feature through calling list, only the Run Custom script on New Records option was available, where you could specify the script name present in the customs directory. In Avaya Proactive Contact 4.1.2 Supervisor, you can: Run custom script on new records before file transfer. Run custom script on new records after file transfer. 4. Enhancement Requests The following table lists the requested enhancements GRIP- that are included in this release: Enhancement Request Number - GRIP Description 2017 When a new Job is scheduled, it does not get displayed in the sorted order. 2018 When an activity is scheduled as Yearly, the last page of the Wizard has a column named as Day that displays the value on the right hand side. All other values are displayed on the left hand side on the column. 2037 In the Selection drop-down box, the Selection names are Page 9
displayed in the order they have been created. 5. List of Customer Fixed Issues, Known Issues, Troubleshooting, and Improvements For information on Customer Fixed Issues, Known Issues, Troubleshooting, and Improvements as included in the Avaya Proactive Contact 4.1.2 release, refer to the "List of Fixed Issues, Improvements, Known Issues, and Troubleshooting for Avaya Proactive Contact 4.1.1 and 4.1.2(Dialer, OS, Agent, Agent API, Supervisor, and Database)" document on the Avaya Support site: https://support.avaya.com/css/p8/documents/100068989 6. Contact Support Customers can contact Avaya Proactive Contact Technical Support through Internet, email, or telephone. For details visit: http://support.avaya.com/japple/css/japple?page=openpage&temp.template.name=su pport_countries Page 10