Avaya Agent for Desktop Release Notes Release 1.6.2 Issue 1.0 October 2017
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Table of content Table of Content Overview... 5 New features in Avaya Agent 1.6.2... 5 Prerequisites... 6 Interoperability... 7 Enhancements in Avaya Agent 1.6.2... 8 Known issues in Avaya Agent 1.6.2... 9 Supported headsets... 9 Complete list of fixed issues in Avaya Agent 1.6.2... 10 Complete list of enhancements in Avaya Agent 1.6.2... 16 Avaya Agent for Desktop Release Notes October 2017 4
Overview Avaya Agent for Desktop is a contact center agent client application. As an agent, you can use Avaya Agent for Desktop for handling incoming and outgoing calls, changing work states, and managing other UI controls. As an administrator, you can manage Avaya Agent for Desktop configurations and settings. Avaya Agent for Desktop supports multiple platforms and is designed to function in the following use cases: Virtual Desktop Infrastructure (VDI): Avaya Agent for Desktop provides a solution to deliver the real-time media with VDI support on HP thinpro and Dell Wyse thin clients, which can have WES7, WES8, and SUSE and Debian Linux as operating systems. Through Avaya Agent for Desktop for VDI, you can enable desktop virtualization that encompasses the hardware and software systems required to support the virtualized environment for a contact center client. Standalone Contact Center Client: Avaya Agent for Desktop provides a full set of features for a contact center agent and can be used as a primary client application on Windows 7, Windows 10 and Mac. Note Avaya Agent for Desktop for Mac is the new client software designed for Apple Mac (Mavericks 10.9, Yosemite 10.10, El Capitan 10.11 and Sierra 10.12) for the contact center solution. Avaya Agent for Desktop supports both H.323 and SIP signaling protocols on Mac. Avaya Agent for Desktop uses Avaya Aura Communication Manager to store station configuration settings. Avaya Agent for Desktop can manage agent profiles locally using Avaya Aura Communication Manager or Avaya Control Manager. New features in Avaya Agent 1.6.2 Internal Browser: Internal browser can be used in Screen Pop handling as another method to open URL. Following behavior is applying for internal browser: o Each new screen pop opens new tab in internal browser o If user closes the latest tab, browser window will hide o If user closes browser window with one or several tabs, these tabs would be restored on the next screen pop. So closing the browser means only hiding browser window o While page loading the navigation buttons are disabled o URL of page are shown as a hint when user put cursor over the page tab o User can change the size of browser window with size-grip in the bottom-right corner of window o Double-click on the caption of the browser window cases the window become maximized Avaya Agent for Desktop Release Notes October 2017 5
o o o If main window is in maximized state the maximizing of browser window cases the browser top edge will be under the bottom of main window: There are no address line to enter custom URL At first screen pop the browser window opens at the center of screen with size approx. 550 x 420 px. Browser window stores its position for a while Avaya Agent run session so if user closes browser window next screen pop will open Internal browser with the same size and position Audio device Notification: Notification message displayed in case microphone or Speaker device is undetected on Avaya agent for Desktop. Also the notification will be displayed, if Microphone or Speaker device was disconnected/deleted during call Reuse Avaya Session Manager (ASM) Port: AAFD needs to use already opened port for connection to ASM, and not to open new ports. Prerequisites Server Usage Purpose Avaya Aura Communication Manager 6.3 or 7.x Mandatory SIP and H.323 based contact center features Avaya Aura System Manager 6.3 or 7.x Mandatory SIP based contact center Avaya Aura Session Manager 6.3 or 7.x Mandatory SIP based contact center Avaya Control Manager 7.1 or later Optional Centralized administration using one- X agent profile LDAP server Optional If you are using LDAP, you must configure LDAP Avaya Aura Messaging 6.3 Optional Message Waiting Indicator Avaya Aura Application Enablement Services 6.3 or 7.x Optional TSAPI and CTI integration Avaya one-x Agent 2.5.5 for H.323 Optional Shared control in VDI Avaya one-x Agent 2.5.9 for SIP Optional SIP shared control Avaya Agent for Desktop Release Notes October 2017 6
Interoperability Avaya Aura servers and clients Platforms Verified Platforms Windows 7 Windows 8.1 Windows 10 Apple Mac (10.11 and 10.12) HP T610 Remarks 32 and 64 bit 64 bits 64 bit EI Capitan and Sierra Debian Linux HP T620 WES 8 HP T510 WES 7 HP T520 WES 7 Dell Wyse D90D7 Dell Z50d WES7 Suse Linux Deployment and configuration To install and configure Avaya Agent for Desktop, ensure that you have access to the latest deployment and user guides. To access the latest documents, download the documents from https://support.avaya.com/documents/. The documents must be referred in the following order: 1. Deploying Avaya Agent 2. Using Avaya Agent 3. If you are using Avaya Control manager, then you must refer Administering Avaya Control Manager for Avaya Agent. Note It is recommended to clean install this build by removing previous Avaya agent application along with the old configurations and logs. Avaya Agent for Desktop Release Notes October 2017 7
Enhancements in Avaya Agent 1.6.2 Enhancement User notification in case the password is not loaded from security storage Description The security storage does not work on Thinpro brick. Therefore, AAfD cannot save passwords. So, for correct work of LDAP server, it is needed to re-enter LDAP password after every restart. However, user does not know anything about this, as there is no notification. Hence, This feature implemented to display Security storage error. Provide an option to change the logs directory Desk phone mode configuration through Avaya Control Manager 3rd Party Certificates: local certificates workflow improvement AAFD will allow user to select the log directory to save log files. Avaya agent will download and apply the login mode for desk phone from Avaya Control Manager Implemented local storage for imported 3rd party certificates. In scope of this task: created new settings tab "Security" The following features have moved to "security" tab. Password Storage PPM security mode Third Party certification: Third party certs should be redesigned: - Not used: - Use local: List of local certificates, "Import..." button, "-" (delete) button. - Use remote: SRTP Avaya Agent for Desktop Release Notes October 2017 8
Known issues in Avaya Agent 1.6.2 Issue Linux - Avaya agent is not able to recover if network lost during active call Description This issue observed only on Linux bricks. This is voice path between customer and agent, but AAFD shows Server Unreachable. Work around: Need to restart AAFD to login again Supported headsets Headset Model Input Output Volume up/down Mute Release / Ignore Platform Plantronics C510 -M Yes Yes Yes Yes Not Supported Windows and Mac Plantronics Yes Yes Yes Yes - Windows and Mac DA60 Plantronics 510 Yes Yes Yes Yes - Windows and Mac Plantronics C 310 Yes Yes Yes Yes Not Supported Windows and Mac Jabra Link 220 Yes Yes - - - Windows and Mac Jabra Link 280 Yes Yes Yes Yes Not Supported Windows and Mac Avaya Agent for Desktop Release Notes October 2017 9
Complete list of fixed issues in Avaya Agent 1.6.2 Issue ID Description Fix in build VDIA-5113 SIP - Phone number is not updated properly in call history VDIA-5122 Avaya agent hanged on few scenarios on thin pro machine VDIA-5189 VDIA-5198 Avaya agent Hold timer is getting reset after reaching Long Hold Recall Timer Headless - Avaya agent crashed during register if give incorrect password VDIA-5202 [MSU] Call becomes active when using hold timer VDIA-5208 VDIA-5215 Avaya agent shows "Register Agent : Required Features Not Found" after downloading Required Feature buttons Avaya agent is continuously playing Ring sound, after reaching Long Hold Recall Timer. VDIA-5217 Conference Error displayed when we drop call in mid conference VDIA-5223 Agent Login fails for first time if protocol / Env Changed VDIA-5224 Line edit box is not getting focused automatically for every first try on DTMF Input box VDIA-5225 Greeting with relative path does not playing VDIA-5226 User is able to browse any files other than.lbc file in greetings VDIA-5229 Avaya agent is always using Audio DSCP value 56 VDIA-5230 VDIA-5231 If greeting file name is entered before the recording then recording is saved with default name Avaya agent User is not able select all and delete screen pop entry in one time VDIA-5232 D90D7- Avaya agent is not responding for multiple scenario Avaya Agent for Desktop Release Notes October 2017 10
VDIA-5234 VDIA-5235 VDIA-5236 VDIA-5237 VDIA-5238 Coaching session is getting initiated for P-P Calls,If supervisor receives an incoming call when Coaching feature activated. Greeting is playing at supervisor end, when Coaching session is started Unknown call appearance is displaying, when supervisor answers an incoming call during the coaching session Screen pop URL is open at supervisor end, when Coaching session is started User is able to Import any files other than.pem file in Third party certification VDIA-5239 Suselinux_Sp3 -Avaya Agent Hangs while using VDIA-5246 SuseLinux-SP3: Screen POP is not launched and Error is displayed VDIA-5248 SuseLinux_SP3_Applciation got Hidden and not able to use VDIA-5251 Avaya agent Crashed on Windows 7 during SM Fail over VDIA-5252 The agentid should not show agentid in "this computer" device, if login in an agent was done on "shared control" device. VDIA-5253 [Verizon] Profiler controls for the agent login dialog VDIA-5257 Packet Loss High, when we put call on hold and unhold VDIA-5266 VDIA-5267 VDIA-5268 VDIA-5270 Avaya agent getting crashed during down and up the primary CM in active call User able to enter and save special characters on Voice mail number text box No voice path between two agents when CM status change from down to upno voice path between two agents when CM status change from down to up Thin pro - User not able to search contact through Active directory Avaya Agent for Desktop Release Notes October 2017 11
VDIA-5275 Unable to change License server URL after Grace period is expired VDIA-5280 [IBM/Canada] Telecommuter feature: Ringing order is not right VDIA-5281 [IBM/Canada] Telecommuter: 'Other Phone' number change is not reflected VDIA-5306 [BMF] Need confirmation if re-registration is possible with AAfD VDIA-5341 VDIA-5343 VDIA-5351 VDIA-5257 [Dnata] AAFD in Deskphone Mode not recovering after AAFD in My Computer mode experience a network connection PROP: Coaching feature could not be activated from AAfD in shared controlled mode. DTMF input option is not able to enable from call appearance of desk phone client PROP: Share control -My computer end and desk phone end showing different station id when coaching session activated VDIA-5360 PROP: Remove domain/ipaddress from call history/call log VDIA-5365 VDIA-5368 VDIA-5380 VDIA-5382 VDIA-5385 Coaching session is moving to listen-only mode at desk phone end, when agent do hold/retrieve during Listen/talk mode Prop: Unable to drop/hold the active call at desk phone end after recovering from network lost Prop: DTMF input option is not able to enable from call appearance of desk phone client Prop: Avaya agent displays error message, when avaya agent disconnect the agent 2 call in mid conference call. Prop: Avaya Agent login window is displayed after network recovery VDIA-5388 PROP: agent can't go back in ready state VDIA-5401 VDI Communicator doc files are present in installation folder Avaya Agent for Desktop Release Notes October 2017 12
VDIA-5402 VDIA-5409 VDIA-5410 VDIA-5411 VDIA-5583 VDIA-5389 VDIA-5453 Prop: Call Duration timer and agent state timer are not in sync between desk phone client (Avaya agent) and My computer client Prop: CFD: Participant is not getting disconnected from conference Prop: During active call,after SM failover application on horizon is not recovered Prop: Mute/Unmute button to be removed when AAFD is in Deskphone mode Prop: Avaya agent "Desk phone" client is not in sync for calls after recovering from network lost User is able to change Agent State on master side in shared control mode when SC session is inactive CFD: [Great Lakes] AAfD in Deskphone mode disconnects from SM 1.6.2.3001 1.6.2.3001 VDIA-5619 AAFD is not able to login with ACM 8.1 1.6.2.3001 VDIA-5650 Avaya agent is not getting registered with SM2 after SM1 Down 1.6.2.3001 VDIA-5651 There is no call appearance at "Desk phone" client end, After recovering from network lost 1.6.2.3001 VDIA-5717 There is no title in internal browser, when "Page Not found" 1.6.2.3001 VDIA-5724 {Mac}Minimize (Restore down) option is not visible in internal Browser 1.6.2.3001 VDIA-5729 Language localization does not work 1.6.2.3001 VDIA-5722 Prop: CLI is not working intermittently when coming from CBA 1.6.2.3001 VDIA-5725 Prop {Dnata} Application crashed during call 1.6.2.3001 VDIA-5235 Greeting is playing at supervisor end, when Coaching session is started 1.6.2.3002 Avaya Agent for Desktop Release Notes October 2017 13
VDIA-5465 CFD: [IBM/Canada] Additional number being appended on dialing (macos only) 1.6.2.3002 VDIA-5730 CFD: Verizon: greetings are not working consistently 1.6.2.3002 VDIA-5734 AAFD user not able to login with third party certificate 1.6.2.3002 VDIA-5619 AAFD is not able to login with ACM 8.1 1.6.2.3003 VDIA-5714 VDIA-5752 AAfD application is getting crashed on login (Horizon - Windows 10 platform) CFD: [Xerox] Duplicate default reason code downloading from ACCCM 1.6.2.3003 1.6.2.3003 VDIA-5754 Avaya agent crashed during login at desk phone side 1.6.2.3003 VDIA-5759 PROP: CFD: [Xerox][Conduit] Feature buttons not consistently downloaded/applied 1.6.2.3003 VDIA-5761 [Prop] AAfD application is getting crashed on login (Horizon - Windows 10 platform) 1.6.2.3003 VDIA-5774 VDIA-5778 Avaya agent is not recovering at desk phone side after killing the AAFD process at my computer side, launching & loging again VDIA Client is not working with single SM but working with dual SM in SC mode 1.6.2.3004 1.6.2.3004 VDIA-5780 PROP: Need to add ACM profile string validation 1.6.2.3004 VDIA-5786 [Prop] Avaya agent getting crashed during exit the application 1.6.2.3004 VDIA-5797 Uncertain SC registration state of AAfD if hardphone is registered only to one SM 1.6.2.3004 VDIA-1593 Correct translation into Russian 1.6.2.3005 VDIA-5746 Few contents are displayed in English language under Screenpop, Reason codes, Greetings, Security and advanced tab when other languages are selected 1.6.2.3005 VDIA-5748 Label for few tabs in configuration window are displayed in 1.6.2.3005 Avaya Agent for Desktop Release Notes October 2017 14
english language when another language is selected VDIA-5810 WebLM feature names not matching PLDS 1.6.2.3005 VDIA-5818 CFD: [CommonWealth] Signaling protocol changing from TLS to TCP 1.6.2.3005 VDIA-5825 Implementation New Translation Files 1.6.2.3005 VDIA-5828 "Save" and "Cancel" buttons configuration dialog are shown incorrect 1.6.2.3005 VDIA-5829 Warning string in server settings page is shown incorrect 1.6.2.3005 VDIA-5830 Duration string and check boxes are shown incorrect 1.6.2.3006 VDIA-5858 VDIA-5857 Contact and call history fields are not displayed in Korean and Chinese language Change WebLM feature name from VALUE_VDIA_HEADLESS_ONLY_COUNT to VALUE_VDIA_HEADLESS_ONLY_COUNTS 1.6.2.3006 1.6.2.3007 Avaya Agent for Desktop Release Notes October 2017 15
Complete list of enhancements in Avaya Agent 1.6.2 Issue ID Description Fix in build VDIA-5133 As a user I'd like to use built-in browser in Avaya Agent VDIA-5228 When audio device is not detected Avaya Agent should show notification message VDIA-5259 Fix "medium" security issues VDIA-5272 Add support of SSL errors exception list VDIA-5307 Reuse the TLS connection for ASM responses VDIA-5378 User have to be notified if the password is not loaded from security storage. VDIA-5381 Change required feature buttons VDIA-5387 VDIA user not able to login through ACM with https VDIA-5572 QuaZip library compiling VDIA-5573 Code changes for QuaZip VDIA-5389 VDIA-5453 User is able to change Agent State on master side in shared control mode when SC session is inactive CFD: [Great Lakes] AAfD in Deskphone mode disconnects from SM 1.6.2.3001 1.6.2.3001 VDIA-5619 AAFD is not able to login with ACM 8.1 1.6.2.3001 VDIA-5650 Avaya agent is not getting registered with SM2 after SM1 Down 1.6.2.3001 VDIA-5651 There is no call appearance at "Desk phone" client end, After recovering from network lost 1.6.2.3001 VDIA-5717 There is no title in internal browser, when "Page Not found" 1.6.2.3001 VDIA-5724 {Mac}Minimize (Restore down) option is not visible in internal 1.6.2.3001 Avaya Agent for Desktop Release Notes October 2017 16
Browser VDIA-5729 Language localization does not work 1.6.2.3001 VDIA-5722 Prop: CLI is not working intermittently when coming from CBA 1.6.2.3001 VDIA-5725 Prop {Dnata} Application crashed during call 1.6.2.3001 Avaya Agent for Desktop Release Notes October 2017 17