Release Notes for Avaya Proactive Contact Supervisor. Release Notes for Avaya Proactive Contact Supervisor

Release Notes for Avaya Proactive Contact 5.0.1 Supervisor

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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. 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Table of contents 1. Prerequisite... 3 1.1. Hardware requirements... 3 1.2. Obtaining Avaya Proactive Contact 5.0.1 Supervisor... 4 2. Upgrading to Avaya Proactive Contact 5.0.1 Supervisor... 5 3. Installing Avaya Proactive Contact 5.0.1 Supervisor... 6 3.1. Pre-installation procedure... 6 3.2. Installation procedure... 7 4. Post-installation procedure... 9 4.1. Configuring the Supervisor application... 9 4.2. Microsoft Windows firewall... 9 4.3. Enhanced browsing security... 12 5. Uninstalling Avaya Proactive Contact 5.0.1 Supervisor... 12 6. Enhancements included in Avaya Proactive Contact 5.0.1 Supervisor... 13 6.1. GRIP 3972 Allowing Editor to create DNC groups with different unique identifier... 13 6.2. OFCOM: False Positive Rate in OFCOM Abandon Rate Calculation... 13 6.3. Records Cancelled column... 14 7. List of customer found issues, known issues, troubleshooting, and improvements... 14 8. Contact support... 15 Page 1

Revision history Version Date 0.1 July 29, 2011 0.2 August 9, 2011 0.3 October 19, 2011 0.4 November 1, 2011 0.5 November 10, 2011 1.0 November 24, 2011 Page 2

This document is the release notes for Avaya Proactive Contact 5.0.1 Supervisor. 1. Prerequisite 1.1. Hardware requirements The minimum hardware requirements to support this release of Avaya Proactive Contact 5.0.1 Supervisor and the associated mid-tier software components are as follows: Minimum system requirements for Windows XP Service Pack 2 (32-bit or 64-bit Operating System): 800 MHz processor 512 MB RAM 1 GB free disk space DVD drive Network capable Microsoft Internet Explorer 6.0 or later Minimum system requirements for Windows Vista Enterprise Edition (32-bit or 64-bit Operating System): 1 GHz 32-bit / 64-bit processor 1 GB RAM 1 GB free disk space DVD drive Network capable Microsoft Internet Explorer 7.0 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 Professional Edition (32-bit or 64- bit Operating System): 1 GHz 32-bit / 64-bit processor 1 GB RAM 1 GB free disk space DVD drive Network capable Page 3

Microsoft Internet Explorer 8.0 or later NOTE: For additional hardware requirements to support Windows 7 Enterprise Edition, see the Microsoft Website at: http://windows.microsoft.com/en-in/windows7/products/system-requirements Minimum System Requirements for Windows Server 2008 SP2 Enterprise version (32-bit or 64-bit Operating System): 1.4 GHz (x64 processor) or 1.3GHz (Dual Core) processor 1 GB RAM 1 GB free disk space DVD drive Network capable Microsoft Internet Explorer 8.0 or later NOTE: For additional hardware requirements to support Windows Server 2008 SP2 Enterprise version, see the Microsoft Website at: http://www.microsoft.com/windowsserver2008/en/us/systemrequirements.aspx 1.2. Obtaining Avaya Proactive Contact 5.0.1 Supervisor You can order all the DVDs for Avaya Proactive Contact 5.0.1 using the highlevel bundle code 700502747. The two ways to obtain this release are: Ordering the installation DVD labeled as Avaya Proactive Contact 5.0.1 Supervisor, Material ID: 700502646. 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: http://www.avaya.com/support 2. In the left pane, click Downloads. 3. In the Please enter the name of your product text box, type Proactive Contact. 4. Select the Proactive Contact option that is displayed below the text box. The system redirects the Webpage to the Avaya Proactive Contact page. 5. From the version drop-down box, select 5.0.x. 6. Download the Avaya Proactive Contact 5.0.1 Supervisor ISO image. To write the ISO file to a DVD: Page 4

1. Insert a blank writable DVD in the DVD +R/RW 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 Avaya Proactive Contact 5.0.1 Supervisor. Material ID: 700502646. 2. Upgrading to Avaya Proactive Contact 5.0.1 Supervisor NOTE: If you are upgrading from an earlier version, 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 detects 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. Page 5

To overwrite any earlier settings, click Yes. 6. In the Welcome screen, click Next. 7. On the License Agreement screen, select I accept the terms of the license agreement. 8. Click Next. 9. In the Choose Destination Location screen, click Next. 10. In the Select Features screen, clear the check box corresponding to the feature that you do not want to install. Click Next. 11. Select the language in which the Avaya Proactive Contact Supervisor should run. 12. Click Next. 13. In the Start Copying files screen, click Next. 14. After the installation is complete, a message prompts you to finish the configuration by opening Health Manager. 15. Click OK. 16. On the finish page, you can select whether to restart your computer now or later. Choose whichever is appropriate and click Finish. After the upgrade completes, follow the instructions present in the Postinstallation section. 3. Installing Avaya Proactive Contact 5.0.1 Supervisor This section describes the procedure to install Avaya Proactive Contact 5.0.1 Supervisor. 3.1. Pre-installation procedure This section describes the steps that you must perform before installing Avaya Proactive Contact 5.0.1 Supervisor. 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 the admin privileges to update the following file: Page 6

%SYSTEMROOT%\system32\drivers\etc\hosts NOTE FOR 64-bit PLATFORM: The default install path for Avaya Proactive Contact 5.0 Supervisor setup on 64-bit Windows platform is C:\Avaya\Proactive Contact 5.0\ instead of the usual location inside Program Files (or Program Files (x86) for 64-bit Windows) folder. If you want to change the install path, ensure that the path does not contain any special characters. Also, do not specify a path inside C:\Program Files\ directory. 3.2. Installation procedure This section describes the steps to install Avaya Proactive Contact 5.0.1 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 5.0.1 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 5.0.1 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 you have already installed the Microsoft.NET framework. 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 installation? Click No. Page 7

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 5.0.1 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. In the Welcome screen, click Next. 15. On the License Agreement screen, select I accept the terms of the license agreement. 16. Click Next. 17. In the Choose Destination Location screen, click Next. 18. In the Select Features screen, clear the check box corresponding to the features that you do not want to install. Click Next. 19. Select the language in which the Avaya Proactive Contact Supervisor should run. 20. Click Next. 21. In the Start Copying files screen, click Next. 22. After the installation is complete, a message prompts you to finish the configuration by opening Health Manager. 23. Click OK. Page 8

24. 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 Avaya Proactive Contact 5.0.1 Supervisor. Note: Once the installation is complete, enable the anti-virus software if you had disabled it during the pre-installation procedure. 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 similar type of 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. NOTE: DNS is not supported for IP address of email server. 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. NOTE: 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. All client applications are now ready for use. 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 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. Page 9

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. 5. Add the following Supervisor applications in the Exceptions list: Analyst Monitor Editor Role Editor Health Manager System Telnet PC Analysis HealthBridge.exe The default location of these applications is C:\Program Files\Avaya\Proactive Contact 5.x NOTE: The default install path for Avaya Proactive Contact 5.0 Supervisor setup on 64-bit Windows platform is C:\Avaya\Proactive Contact 5.0. 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 Monitor Editor Role Editor Health Manager System Telnet PC Analysis HealthBridge.exe Page 10

If you selected the default application path during installation, then you can find these applications at C:\Program Files\Avaya\Proactive Contact 5.x NOTE: The default install path for Avaya Proactive Contact 5.0 Supervisor setup on 64-bit Windows platform is C:\Avaya\Proactive Contact 5.0. 6. Click OK once to close the Add a Program dialog box. 7. Close the Windows Firewall window. For Windows 7 Professional 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 Monitor Editor Role Editor Health Manager System Telnet PC Analysis HealthBridge.exe If you selected the default application path during installation, then you can find these applications at C:\Program Files\Avaya\Proactive Contact 5.x NOTE: The default install path for Avaya Proactive Contact 5.0 Supervisor setup on 64-bit Windows platform is C:\Avaya\Proactive Contact 5.0. 4. Click OK. For Windows Server 2008 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 Monitor application Page 11

Editor application Role 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 5.x NOTE: The default install path for Avaya Proactive Contact 5.0 Supervisor setup on 64-bit Windows platform is C:\Avaya\Proactive Contact 5.0. 4. Click OK. 4.3. Enhanced browsing security By default, Windows XP SP2/SP3, Windows 7 Enterprise, Vista, and Windows Server 2008 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. 5. Uninstalling Avaya Proactive Contact 5.0.1 Supervisor To uninstall Avaya Proactive Contact 5.0.1 Supervisor: 1. Go to Start > Settings > Control Panel. 2. Double-click Add/Remove Programs. For Windows Vista, Windows 7 Professional, and Windows Server 2008, click Programs and Features. Page 12

3. Select the current product and click Change/Remove. For Windows Vista, Windows 7 Professional, and Windows Server 2008, click Uninstall/Change. 4. Follow the onscreen instructions. 5. Click Finish when the system displays the Uninstall Complete message on the screen. 6. Enhancements included in Avaya Proactive Contact 5.0.1 Supervisor If you are upgrading from Avaya Proactive Contact 5.0 Supervisor, the following enhancements will automatically be available to you in your Avaya Proactive Contact 5.0.1 Supervisor application. 6.1. GRIP 3972 Allowing Editor to create DNC groups with different unique identifier In this release, changes have been made in Editor for GRIP 3972. In previous versions, Editor did not allow creating Do Not Call (DNC) Groups and DNC fields from calling lists with a different unique identifier. It uses the unique identifier provided for the Indexed Calling list for quick sorting and searching of fields in the calling list. In this release, you can enter a different unique identifier in "Index Calling list for Do Not Call processing" field than the Index Calling list field for quick sorting and searching. 6.2. OFCOM: False Positive Rate in OFCOM Abandon Rate Calculation Avaya Proactive Contact Supervisor suite calculates and displays abandon rate in job quality reports in Analyst and Monitor applications. As per the policy statement of OFCOM revised in September 2010, calculation of Abandon rate needed to be changed. As a result, additional new calculation of OFCOM Abandon rate is added in Analyst (OFCOM reports), Monitor (Job Completion Code report) and Nuisance Monitor (CUI) application. A new parameter, OFCOMFR, has been added to master.cfg to manage false positives. False positives are live recipients of a call which are mistakenly identified as answering machines and therefore, are either played an answering machine message or are hung up depending on the prevailing strategy to manage answer machines at the time. OFCOM views them as nuisance calls alongside abandoned calls and so require a reasoned estimate be included in the abandoned rate calculation. The OFCOMFR parameter can have values as YES or NO. By default, the value of this parameter is set to NO. If the value is set to YES, then False Positive Rate is factored in OFCOM Abandon rate calculation. If the value is set to NO, then False Positive Rate is not factored in OFCOM Abandon rate calculation. Page 13

In Job, new field, OFCOM False Positive Rate, has been added. The value for this field can range from 0 to 10, which denotes the percentage of acceptable false positives. As per the OFCOM guideline, this rate should always be 3% or less than 3%. This new field is enabled only when the Job is configured with the strategy Voice call to be passed to Agent. If the Job is configured with Voice and Auto Voice calls to be passed to Agent, then OFCOM False Positive Rate value is reset to 0 and user cannot configure this value. NOTE: To use this parameter, you must upgrade to Avaya Proactive Contact 5.0.1 Dialer. Real time reporting False Positive Rate does not change the existing Abandon Rate column in Job quality report in Monitor application. However, the calculation of % corresponding to a completion code of the connects column for completion code 96 in Job Completion Code report has been updated with considering False Positive Rate in the calculation. Historical reporting False Positive Rate does not change the existing Abandon Rate column in Job quality report. It renames the Nui Rate column in OFCOM report to Abandon Rate and considers the False Positive Rate in the calculation. It also adds a new column for outbound connects in the OFCOM report. Now, OFCOM report is available in the Time of Day Reports, Job Monthly reports, and Time of Day Monthly reports also apart from the Job Reports. CUI reporting A new field, OFCOM s Abandon Rate, has been added into the CUI nuisance report. This report displays the OFCOM s Abandon Rate field on both job and day basis. NOTE: In case of blend jobs, OFCOM calculation includes only the Outbound Connects. Inbound calls are not a part of the calculation. 6.3. Records Cancelled column The Records cancelled column in the Managed Dialing Summary and Monthly Managed Dialing Summary reports under Analyst reflects the total number of records cancelled by agent and the calls disposed by the system. 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 5.0.1 release, see List of Fixed Issues, Improvements, Known Issues, and Troubleshooting for Avaya Proactive Page 14

Contact 5.0.1 (Dialer/Database, Event SDK, Agent, and Supervisor) 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: 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 15