Avaya Desktop Collector Snap-in R3.3.0.0.0 GA Release Notes 07 July 2017 1
Contents 1. Document changes... 3 2. Introduction... 4 3. Feature Descriptions... 6 4. Desktop Agent Widget in Oceana Workspaces... 14 5. Supported OS and Browsers... 18 6. Languages supported for Learning console... 18 7. Capacity and Performance... 19 8. Known issues and workarounds... 19 9. Documentation... 21 2
Date 1. Document changes Description July 07, 2017 Document issued for General Availability 3
2. Introduction This document provides late-breaking information to supplement product software and documentation. For updated documentation, product support notices, and service pack information, go to the Avaya Support site at http://support.avaya.com. Build Versions Desktop Collector Snap-in GA Software Versions Component Version Desktop Collector Snap-in 3.3.0.0.0 build 37 Desktop Designer Snap-in 3.3.0.0.0 build 195 Desktop Agent Service 5.1.0.0 build (0007) Breeze and System Manager Component Component Version Avaya Breeze 3.3 3.3 Avaya Aura System Manager 7.1 Avaya Workspace 3.3.1 What s new? Desktop Collector Snap-in is a client-server solution that records the actions that users perform on their desktops. By recording the user actions, administrators can determine how staff, processes, and technology work together. By using Desktop Collector Snap-in, organizations can improve the way agents work and serve customers. Organizations can also improve the quality and reduce the cost of handling interactions in front and back-office operating environments. Desktop Collector Snap-in benefits organizations by: Providing transparency on what users do on their desktops. Identifying opportunities to streamline and improve processes to drive efficiency gains and cost savings. Ensuring process compliance. Providing the ability to monitor fraudulent activities for reducing corporate risk. Preventing mistakes and identifying the systems and actions those cause mistakes. 4
Desktop Collector Snap-in collects data for every application logon, screen navigation, mouse selection, field entry, or any other activity that users perform on their desktops. Using this data, organizations can improve business processes, compliance, training, and application usage. Desktop Collector Snap-in also supports capturing the customer journey at different touch points within an organization. Using Desktop Collector Snap-in, administrators can capture data that provides key metrics to show: How individuals or groups follow business processes. How applications are performing. Whether approved applications are installed. Whether the organization is meeting its regulatory and business requirements. Tracking and consolidation of this information assists in: Training users and improving processes. Determining application and desktop performance. Correcting errors in regulatory compliance. Summary of New Features Delivered in Desktop Collector Snap-in R3.3.0.0.0 Using Desktop Collector Snap-in, you can collect data from desktops across the enterprise. After Desktop Collector Snap-in collects the data, you can identify additional processes and objects for monitoring and reporting. To track activities on user desktops, administrators use Learning Console to create projects and define the following for each project: Data points such as web pages and application windows. Mapping of custom events with user actions. Mapping of user interface (UI) element data to Avaya Breeze data payloads. Supervisors create projects and link the projects to the users that they want to monitor. When a user logs on to a desktop that has the Avaya Desktop Agent service running, Desktop Collector Snap-in downloads the project files to the desktop. The Avaya Desktop Agent service loads the files and starts capturing user activities. The Avaya Desktop Agent service uploads events and payloads to Desktop Collector Snap-in. Desktop Collector Snap-in stores events and payloads in the Reliable Eventing Framework (REF) on Avaya Breeze. Third-party reporting or Business Intelligence (BI) systems can access the data from REF. 5
Topology Desktop Collector Snap-in consists of the following four components: Component Desktop Designer Desktop Collector Avaya Desktop Agent Learning Console Version A snap-in service that you must install on the Avaya Breeze cluster. A snap-in service that you must install on the Avaya Breeze cluster. A software that you must install on each administrator and user machine. A user interface for administrators. 3. Feature Descriptions The following section provides details of the key innovations delivered in Desktop Collector Snap-in. 6
Project Management Project Management provides following features: 1. List of Learned projects 2. Learn a new project 3. Edit and Delete an existing project 4. Export and Import of projects 5. Assign to agents Project Management shows list of learned projects: Add project will start the process to learn a new project that will be then assigned to agents and will be pushed to agent s machine. Whenever agent will use that learned application, events will be send to Oceana Analytics. Learning a project consists of configuration of application, form, document and controls for application to be learned. Following screens will guide through the Learning process for Avaya Support site. This learning process captures the events to be monitored for an intended application. During monitoring, the monitored events for the applications will be send to Avaya Breeze REF. In future, these events will be consumed by Avaya Oceana to prepare various reports. 7
Enter the project name, description of the project and name of application to be learned. Domain points to the URL of the application to be learned. Learned project can be Web Application or Native application. Configure document that contains user name field in that application 8
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Configure username input field as control. Username field will contain agent s email address Above screen shot shows adding Static or Dynamic payload to the Event. Edit of project will allows editing of an existing learned project. 10
Assign project will allow assigning of selected project to agents. 11
Import of project allows importing existing project. Event Management Event Management provides feature to add custom events which can be used while learning project. This custom event will be referred in generated REF Event. Preferences Selected language can be chosen using Preferences. 12
Monitoring In Monitoring Mode, when an Agent Desktop powers up, the code monitors and captures the user activities and generate events to the Desktop Collector Snap-in. These events are then published to Avaya Oceana Analytics, via the Breeze Reliable Eventing Framework. Use case: Whenever agent opens Avaya Support Site and enters his username for login, his username will be send to Oceana Analytics via Agent Desktop Service and Desktop Collector Snap-in to Oceana Analytics. Sample REF JSON Message: {"eventfamily":"desktop_collector_events","eventversion":"1.0", "eventname":"null", "sourcetype":"dta Agent","sourceId":"127.0.0.0", "snapinid":"desktopcollector", "snapinversion":"3.3.0.0.0", "eventtimestamp":"1499171365613","eventdatamap": "eventfamily":"desktop_collector_events","eventversion":"1.0", "eventname":"email_text_click", "sourcetype":"dta Agent","sourceId":"127.0.0.0", "snapinid":"desktopcollector", "snapinversion":"3.3.0.0.0", "eventtimestamp":"1499171365613", "eventdatamap":"request": "Email_Text_Click", "parameters": "sessionid": "2","networkId": "91139", "agentmachinename": "WINCLIENT143", "agentmachineip": "127.0.0.1","uuid": "420d272c8f368686c37d6e78c92bf11c","Tenant": "default", "Email": "voice_agent@avaya.com","agentid": "91139@awfossv.avaya.com"} 13
4. Desktop Agent Widget in Oceana Workspaces Introduction Configuration of Desktop Agent Widget is required only in cases where an Agent s username configured in SMGR is different from the logged in users Windows login ID. This is usually the case in cloud based deployments where Agents login to Oceana from their home PCs and manage calls from their home or an outsourced location. In enterprise environment, the users windows login id usually matches the configured agent ID in the ACD (Oceana in this case). Avaya Control Manager Changes In this section, we will Enable widgets in ACM Configure Workspaces URL to point to Widget download location Login to Avaya Control Manager > Configurations > Avaya Oceana > Server Details > select the UCA Server > System Properties and configure Widget Library as shown in below image Step1: Select checkbox for Enable An External Widget Library Step2: In Workspaces Library URL, configure the value https://<<widget_server_ip>>/oceana/widgets, where <<Widget_server_IP>> points to the Desktop Designer Snap-in. (In case AWFOS is deployed, this IP points to the AWFOS Web application. AWFOS Web application hosts the Agent Desktop Widget as well) 14
Import Agent Desktop Widget in to Oceana Workspaces Login to Oceana Workspaces with Widget Admin user Select widgets and verify if Agent Desktop widget is available in the list. If not available, click on Import Widget and upload the agent-desktop.json file. (This JSON is available for download from https:// <<Widget_server_IP>> /oceana/widgets/agentdesktop/agent-desktop.json) 15
Agent Desktop widget will now be displayed in the list Perform the below steps to tag this widget to the Welcome page section in Workspaces UI i. Select Layout and select Home and choose Welcome Page ii. Select 3 rd display option in the Select Layout section (highlighted in Red) iii. Click on No 2 in Select Widget section (Box in Green color) iv. Choose Agent Desktop from the list next to the widget section and click on save 16
Validate the Agent Desktop Widget configuration in Oceana Workspaces Login to Oceana Workspaces using valid agent credentials. Open developer tools and monitor Network. Upon accessing the home screen, you should see a request sent to local Avaya Agent Desktop application. https://localhost:43488/agentlogin/ utm.gif?login=<<configured_agent_id>>&tenant=defau lt&sid=cdbfa53f-d88d-4433-937e-e2119127fb32 The Avaya Desktop Agent running on the Agent system will now use the Agent ID passed from the Oceana Workspaces as the user identifier in all communications with the Desktop Designer and Collector Snap-ins. Download Avaya Desktop Agent software Avaya Desktop Agent software is available for Download from the Avaya support site. Steps to download the software are as follows: Open the site support.avaya.com Login to the site with your credentials. For Avaya associates, this will be the Global credentials In Support by Product Menu, click on Downloads Enter the product name as Avaya Desktop Collector The Downloads section of the resultant product page contains links to download the Program Snap-ins as well the AvayaDesktopAgent.msi software. Post install step on Avaya Desktop Agent 17
Once the Avaya Desktop Agent software has been installed on an Agent machine, follow the below steps to setup the Oceana Domain configuration 1. Create a Registry Parameter with the name as UserDomain, type as String and the value as Oceana Domain name starting with the @ symbol. a. For e.g., if the Oceana domain is dtc.service.dev, then the value should be configured as @dtc.service.dev b. For 64 bit OS, the registry path would be HKEY_LOCAL_MACHINE\SOFTWARE\WOW6432Node\AVAYA\Screen c. For 32 bit OS, the registry path would be HKEY_LOCAL_MACHINE\SOFTWARE\AVAYA\Screen 2. From the services.msc console, restart the Avaya Agent Desktop service 5. Supported OS and Browsers The following table lists the operating systems and browser versions that Desktop Collector Snap-in supports for monitoring applications: Operating System Windows 7, Windows 8, or Windows 10 Windows 7, Windows 8, or Windows 10 Windows 7, Windows 8, or Windows 10 Default browser version Google Chrome 50.x and later Firefox 46.x and later Internet Explorer 11 and later 6. Languages supported for Learning console Following languages are supported by Learning console: Languages supported English Chinese (Simplified) French German Italian Japanese 18
Languages supported Korean Portuguese (Brazil) Russian Spanish (Latin America) 7. Capacity and Performance The Snap-in will have its own cluster. The requirement for a node to support 1500 agents is as follows: Configuration Count of VCPU 6 CPU Reservation Memory (GB) 10 Memory Reservation Storage 50 Storage Reservation Version Yes Yes Thick The following table shows the capacity and performance specifications for Desktop Collector Snap-in: Parameter Value Maximum number of requests per second for each instance (single node) of Desktop Collector Snap-in Maximum number of agents for a cluster with five Avaya Breeze servers 1500 7500 8. Known issues and workarounds Reference Problem Impact Workaround DTASNAPIN-278 When learned application is opened in Firefox browser, configured application open and This impact is only in Firefox browser. It works properly in IE and No work around. 19
close events will not be triggered. Chrome browser. Rest of configured events will be reported. DTASNAPIN-273 In IE 11 while learning controls if refresh is pressed using F5, spy icon will not be able to drag on controls. This impact is only in IE 11. Instead of refreshing using F5, use Enter key at URL. DTASNAPIN-231 If only Designer snap-in is uninstalled and installed, then learning project files will not be downloaded and learning will not happen. Learning will not happen. Uninstall both Designer and Collector Snap-in. Install both Designer and Collector snap-in again then DTAAgent.json and learning projects will be downloaded. DTASNAPIN-7 Sometimes connection between screen capture and Collector snap-in gets dropped. And the events will not be propagated to Collector snap-in Events will not be propagated to Collector for approximately 30 to 60 seconds. Propagation of events automatically started, when connection is reestablish between them. Wait for 30-60 sec. DTASNAPIN-217 Monitoring does not happen for mouse over and mouse out actions for native apps Events will not be generated if mouse over and mouse out actions are configured for native application. Workaround is to use user actions like click instead of mouse out and mouse over for native applications. DTASNAPIN-285 Previous call data is captured when we open native apps or web Previous call data is captured when we open native No workaround 20
applications for second time. apps or web applications for second time. 9. Documentation Title Use this document to: Audience Know how to use Desktop System administrators Collector Snap-in Learning Supervisors Console to configure and assign projects to capture the user actions that users perform on their desktops. This document also describes how to create custom events and map them with user actions. Using Avaya Desktop Collector Snap-in. Desktop Collector Snap-in Release Notes. Avaya Desktop Collector Snap-in Reference Avaya Breeze Overview and Specification. This document contains Desktop Collector Snap-in information that is not included in the snap-in documentation. This document highlights known issues about Desktop Collector Snap-in with workarounds that are available. This document describes characteristics, capabilities, features, interoperability, and performance, specifications of Desktop Collector Snap-in. The document also provides instructions on how to deploy, configure, and troubleshoot Desktop Collector Snap-in. This document is for people who need to install, configure, and administer Desktop Collector Snap7in. This document describes tested product characteristics and capabilities, including product overview and feature descriptions, interoperability, Avaya Professional Services Implementation engineers System administrators Supervisors System administrators Services and Support personnel Avaya Professional Services Implementation engineers 21
Title Use this document to: Audience performance specifications, security, and licensing requirements. Contact Support website Use this procedure to find product documentation on the Avaya Support website. Procedure 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 the product name and then select the product from the drop-down list. 6. If there is more than one release, select the appropriate release number from the Choose Release drop-down list. 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. 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. 8. Click Enter. Developer resources Avaya DevConnect provides resources for Avaya Breeze developers. You must register to access the DevConnect. Basic DevConnect membership is free and gives you access to the following information and resources: Programming and product documentation Sample applications Videos Webinar recordings Forums Upgraded membership options offer developer-oriented technical support and other program services. Use a browser to navigate to the Avaya Breeze DevConnect website at http://www.avaya.com/breezedeveloper. Viewing Avaya Mentor videos Avaya Mentor videos provide technical content on how to install, configure, and troubleshoot Avaya products. Videos are available on the Avaya Support website, listed under the video document type, and on the Avaya-run channel on YouTube. 22
Procedure To find videos on the Avaya Support website, go to http://support.avaya.com and perform one of the following actions: - In Search, type Avaya Mentor Videos to see a list of the available videos. - In Search, type the product name. On the Search Results page, select Video in the Content Type column on the left. To find the Avaya Mentor videos on YouTube, go to www.youtube.com/avayamentor and perform one of the following actions: - Enter a key word or key words in the Search Channel to search for a specific product or topic. - Scroll down Playlists, and click the name of a topic to see the available list of videos posted on the website. Support Go to the Avaya Support website at http://support.avaya.com for the most up-to-date documentation, product notices, and knowledge articles. You can also search for release notes, downloads, and resolutions to issues. Use the online service request system to create a service request. Chat with live agents to get answers to questions, or request an agent to connect you to a support team if an issue requires additional expertise. Using the Avaya InSite Knowledge Base The Avaya InSite Knowledge Base is a web-based search engine that provides: Up-to-date troubleshooting procedures and technical tips Information about service packs Access to customer and technical documentation Information about training and certification programs Links to other pertinent information If you are an authorized Avaya Partner or a current Avaya customer with a support contract, you can access the Knowledge Base at no extra cost. You must have a login account and a valid Sold- To number. Use the Avaya InSite Knowledge Base to look up potential solutions to problems. 1. Go to http://www.avaya.com/support. 2. Log on to the Avaya website with a valid Avaya User ID and password. 3. Under Support by Product, click Product-specific support. 4. Enter the product in Enter Product Name text box and press Enter. 5. Select the product from the drop down list and choose the relevant release. 6. Select the Technical Solutions tab to see articles. 7. Select relevant articles. 23