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Avaya Aura Contact Center 6.

Release Notes

Avaya Aura Contact Center 6.3

Release Notes

DOCUMENT VERSION DVD SERVICE PACK BUNDLE ISSUE DATE

: 1.3 : 6.3.0.0-115 : 11 : 14TH J ANUARY 2014

Avaya Inc Proprietary

Avaya Aura Contact Center 6.3

Release Notes

PURPOSE ..................................................................................................................................................... 8 PUBLICATION HISTORY ................................................................................................. 8 AVAYA AURA CONTACT CENTER, RELEASE 6.3 SOFTWARE .......................................................... 9 OPERATING SYSTEM SUPPORT............................................................................................................. 10 SUPPORTED VIRTUALIZED ENVIRONMENTS ........................................................................ 10 DVD VERSION......................................................................................................... 10 SOFTWARE DOWNLOAD ......................................................................................................................... 11 SERVICE PACK BUNDLE SOFTWARE ................................................................................. 12 ADDITIONAL CONTACT CENTER UPDATES .......................................................................... 14 ADDITIONAL AVAYA MEDIA SERVER UPDATES .................................................................... 15 AACC FIREWALL POLICY ............................................................................................. 16 WINDOWS ROLES AND FEATURES APPLICATION .................................................................. 16 MICROSOFT UPDATE .................................................................................................. 16 SUPPORT OF HEADSET CONTROL OF TELEPHONY OPERATIONS IN AAAD ....................................... 16 AVAYA GREP ........................................................................................................... 17 AVAYA SIP SLEUTH ................................................................................................... 17 THIRD-PARTY SOFTWARE ...................................................................................................................... 18 THIRD PARTY SOFTWARE FOR NEW INSTALLATIONS.............................................................. 18 WinPcap ........................................................................................................... 18 Intersystems System Management Portal ............................................................. 18 THIRD PARTY SOFTWARE FOR PREVIOUS 6.X UPGRADES ........................................................ 18 Java Runtime Environment jre1.6.0_37 ............................................................. 18 Crystal RAS 2008 SP5 ........................................................................................ 18 WinPcap ........................................................................................................... 18 McAfee Antivirus ................................................................................................ 19 THIRD PARTY SOFTWARE UPGRADE UTILITY....................................................................... 20 Utility Location .................................................................................................. 20 Pre Installation Instructions ................................................................................ 20 Post Installation Instructions ............................................................................... 21 Third Party Software Upgraded ............................................................................ 21 Utility Reboot Prompts ....................................................................................... 21 Third Party Software Component Upgrade Failure .................................................. 21 Logging Information .......................................................................................... 21 THIRD PARTY SOFTWARE DOWNGRADE UTILITY .................................................................. 22 Utility Location .................................................................................................. 22 Pre Installation Instructions ................................................................................ 22 Post Installation Instructions ............................................................................... 22 Third Party Software Downgraded........................................................................ 23 Utility Reboot Prompts ....................................................................................... 23 Third Party Software Component Downgrade Failure .............................................. 23 Logging Information .......................................................................................... 23 Important Note ................................................................................................. 24 THIRD PARTY SOFTWARE NOTIFICATION APPLICATION .......................................................... 25 Application Behaviour......................................................................................... 25 Logging Information .......................................................................................... 25 INTERNET EXPLORER COMPATIBILITY ISSUES...................................................................... 26 Internet Explorer 10 not supported with AACC 6.3 SP11 ......................................... 26 AMS Element Manager ....................................................................................... 26 AACC 6.3 SERVICE PACK SOFTWARE .................................................................................................. 27 NEW INSTALLATIONS ................................................................................................. 27 HOT PATCHING HA SYSTEMS........................................................................................ 28

Avaya Inc Proprietary

Avaya Aura Contact Center 6.3

Release Notes

See Avaya Aura Contact Center Upgrade and Patches (NN44400-410) for instructions on Hot Patching ................................................................................................. 28 UPGRADING FROM PREVIOUS AVAYA AURA CONTACT CENTER 6.X RELEASE ............................... 29 Issue with the retention of Configuration of WS Open Interface ............................... 29 HA SOA web services with TLS ............................................................................ 31 UPGRADING FROM PREVIOUS AVAYA AURA CONTACT CENTER 6.2 SERVICE PACK IN A MISSION CRITICAL HA ENVIRONMENT (AURA 6.1 + AACC 6.2) ......................................................... 34 UPGRADING FROM SERVICE CREATION ENVIRONMENT (SCE) TO ORCHESTRATION DESIGNER (OD)..... 34 SOA PRESERVATION DOWNGRADE AND UPGRADE OF AVAYA AURA CONTACT CENTER COMMON COMPONENTS .......................................................................................................... 35 AVAYA MEDIA SERVER SOFTWARE .................................................................................. 36 REMOTE ACCESS ..................................................................................................................................... 37 DVD CONTROLLER ................................................................................................................................... 38 PRE INSTALLATION INSTRUCTIONS ................................................................................. 38 INSTALLATION INSTRUCTIONS ....................................................................................... 38 POST INSTALLATION INSTRUCTIONS ................................................................................ 38 CONFIGURATION ISSUES ............................................................................................. 38 CO-RES INSTALLATIONS ............................................................................................. 38 PRE INSTALLATION INSTRUCTIONS ................................................................................. 38 INSTALLATION INSTRUCTIONS ....................................................................................... 38 POST INSTALLATION INSTRUCTIONS ................................................................................ 38 CONFIGURATION ISSUES ............................................................................................. 39 COMMON COMPONENTS .............................................................................................. 39 PRE INSTALLATION INSTRUCTIONS ................................................................................. 39 INSTALLATION INSTRUCTIONS ....................................................................................... 39 POST INSTALLATION INSTRUCTIONS ................................................................................ 39 POST UNINSTALL (DOWNGRADE TO 6.2) INSTRUCTIONS ....................................................... 39 CONFIGURATION ISSUES ............................................................................................. 39 PVI CHECKER .......................................................................................................... 40 PRE INSTALLATION INSTRUCTIONS ................................................................................. 40 INSTALLATION INSTRUCTIONS ....................................................................................... 40 POST INSTALLATION INSTRUCTIONS ................................................................................ 40 CONFIGURATION ISSUES ............................................................................................. 40 CONTACT CENTER PATCH MANAGER ................................................................................ 41 PRE INSTALLATION INSTRUCTIONS ................................................................................. 41 INSTALLATION INSTRUCTIONS ....................................................................................... 41 POST INSTALLATION INSTRUCTIONS ................................................................................ 41 CONFIGURATION ISSUES ............................................................................................. 41 REQUIRED PATCHES ON CS1000........................................................................................................... 42 ADDITIONAL VOICE SERVICES............................................................................................................... 44 AURA INSTALLATIONS ............................................................................................................................ 45 CONFIGURATION ISSUES ............................................................................................. 48 SIP SPECIFIC ISSUES ............................................................................................................................... 52 SIP HA SPECIFIC ISSUES ........................................................................................................................ 53 PRE INSTALLATION INSTRUCTIONS ................................................................................. 53 POST INSTALLATION INSTRUCTIONS ................................................................................ 54 CONFIGURATION ISSUES ............................................................................................. 54 G.729 CODEC SUPPORT ............................................................................................. 54 VOICE CODEC PACKET SIZE (PTIME) LIMITATIONS ............................................................... 55 KNOWN CCT LIMITATIONS .......................................................................................... 55 KNOWN CCMS LIMITATIONS ........................................................................................ 55 AVAYA MEDIA SERVER ........................................................................................................................... 57

Avaya Inc Proprietary

Avaya Aura Contact Center 6.3

Release Notes

NOTE ON TERMINOLOGY .............................................................................................. 57 INSTALLATION NOTES ................................................................................................ 57 Windows Firewall and AMS PVI Checker ................................................................ 57 Red Hat Enterprise Linux 6.x ............................................................................... 57 ccsaupgrade vs. masupgrade .............................................................................. 58 New Single Server installations of AACC 6.3 SP11 .................................................. 59 Upgrading AMS on Windows servers from AACC 6.3 SP10 to SP11 ........................... 59 Upgrading AMS on Windows servers from AACC 6.3 SP8/SP9 to SP11 ...................... 60 Upgrading AMS on Windows servers from AACC 6.2 to 6.3 SP11 ............................. 60 Upgrading AMS on Windows servers from AACC 6.0 or 6.1 ..................................... 63 Upgrading AMS on Red Hat Enterprise Linux servers from AACC 6.3 SP8/SP9/SP10 to SP11 ................................................................................................................ 63 Upgrading AMS on Red Hat Enterprise Linux servers from AACC 6.2 to 6.3 SP11 ....... 64 SNMP SUPPORT FOR AMS .......................................................................................... 64 CS1000 AML INSTALLATIONS................................................................................................................. 64 COMMUNICATION CONTROL TOOLKIT............................................................................... 64 PRE INSTALLATION INSTRUCTIONS ................................................................................. 64 INSTALLATION INSTRUCTIONS ....................................................................................... 64 POST INSTALLATION INSTRUCTIONS ................................................................................ 64 CONFIGURATION ISSUES ............................................................................................. 64 ISSUES COMMON TO ALL INSTALLATIONS .......................................................................... 64 CONTACT CENTER MANAGER SERVER ............................................................................................... 65 INSTALLATION INSTRUCTIONS ....................................................................................... 65 POST INSTALLATION INSTRUCTIONS ................................................................................ 65 LICENSE MANAGER ................................................................................................................................. 66 PRE INSTALLATION INSTRUCTIONS ................................................................................. 66 INSTALLATION INSTRUCTIONS ....................................................................................... 66 POST INSTALLATION INSTRUCTIONS ................................................................................ 66 CONFIGURATION ISSUES ............................................................................................. 66 SERVER UTILITY ....................................................................................................................................... 68 PRE INSTALLATION INSTRUCTIONS ................................................................................. 68 INSTALLATION INSTRUCTIONS ....................................................................................... 68 POST INSTALLATION INSTRUCTIONS ................................................................................ 68 CONFIGURATION ISSUES ............................................................................................. 68 CONTACT CENTER MANAGER ADMINISTRATION ............................................................................... 69 PRE INSTALLATION INSTRUCTIONS ................................................................................. 69 Crystal Reports Server Embedded 2008 ............................................................... 69 ACTIVEX CONTROLS.MSI FILE UPDATE ............................................................................. 69 SKILLSET NAMING .................................................................................................... 69 INSTALLATION INSTRUCTIONS ....................................................................................... 70 POST INSTALLATION INSTRUCTIONS ................................................................................ 70 Crystal Reports Server Embedded 2008 ............................................................... 70 CONFIGURATION ISSUES ............................................................................................. 70 COMMUNICATION CONTROL TOOLKIT ................................................................................................. 71 PRE INSTALLATION INSTRUCTIONS ................................................................................. 71 INSTALLATION INSTRUCTIONS ....................................................................................... 72 POST INSTALLATION INSTRUCTIONS ................................................................................ 72 CONFIGURATION ISSUES ............................................................................................. 72 CONTACT CENTER WEB STATS............................................................................................................. 76 PRE INSTALLATION INSTRUCTIONS ................................................................................. 76

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Avaya Aura Contact Center 6.3

Release Notes

INSTALLATION INSTRUCTIONS ....................................................................................... 76 POST INSTALLATION INSTRUCTIONS ................................................................................ 76 CONFIGURATION ISSUES ............................................................................................. 76 CONTACT CENTRE MULTIMEDIA ........................................................................................................... 77 PRE INSTALLATION INSTRUCTIONS ................................................................................. 77 INSTALLATION INSTRUCTIONS ....................................................................................... 77 POST INSTALLATION INSTRUCTIONS ................................................................................ 78 CONFIGURATION ISSUES ............................................................................................. 78 ORCHESTRATION DESIGNER ................................................................................................................. 80 PRE INSTALLATION INSTRUCTIONS ................................................................................. 80 INSTALLATION INSTRUCTIONS ....................................................................................... 80 POST INSTALLATION INSTRUCTIONS ................................................................................ 80 CONFIGURATION ISSUES ............................................................................................. 80 SECURITY FRAMEWORK ......................................................................................................................... 82 PRE INSTALLATION INSTRUCTIONS ................................................................................. 82 INSTALLATION INSTRUCTIONS ....................................................................................... 84 POST INSTALLATION INSTRUCTIONS ................................................................................ 84 CONFIGURATION ISSUES ............................................................................................. 84 FEATURE SPECIFIC: MULTIPLICITY ...................................................................................................... 85 PRE INSTALLATION INSTRUCTIONS ................................................................................. 85 INSTALLATION INSTRUCTIONS ....................................................................................... 85 POST INSTALLATION INSTRUCTIONS ................................................................................ 85 CONFIGURATION ISSUES ............................................................................................. 85 FEATURE SPECIFIC: CCT OPEN INTERFACES WEB SERVICES ........................................................ 86 CONSTRAINTS ON AGENT COUNT AND CONTACT RATE PER HOUR .............................................. 86 FEATURE SPECIFIC: HIGH AVAILABILITY ............................................................................................ 87 NETWORK REQUIREMENTS BETWEEN ACTIVE AND STANDBY SERVERS ......................................... 87 PRE-INSTALLATION INSTRUCTIONS ................................................................................. 87 INSTALLATION INSTRUCTIONS ....................................................................................... 87 POST INSTALLATION INSTRUCTIONS ................................................................................ 88 NCC RE-SYNC ........................................................................................................ 88 OUTAGE OF AVAYA AURA SESSION MANAGER..................................................................... 88 HA INTEROPERATION & AVAYA CONTACT RECORDING (ACR).................................................. 88 NOT-YET ESTABLISHED CALLS ALERTING/RINGING SCENARIO .............................................. 89 CCMA AD-LDS CONFIGURATION ISSUES / TROUBLE SHOOTING .............................................. 89 CONFIGURATION ISSUES ............................................................................................. 91 FEATURE SPECIFIC: E164 SUPPORT .................................................................................................... 92 TO ENABLE E164 SUPPORT WITHIN SGM FOR CS 1000 ..................................................................... 93 SDK CHANGES .......................................................................................................................................... 94 CCT SDK CHANGES .................................................................................................. 94 APPENDIX A .............................................................................................................................................. 95 SOFTWARE INCLUDED IN THIS LINE-UP ............................................................................ 95 Previously Released Service Packs ....................................................................... 95 ISSUES ADDRESSED IN SERVICE PACK 11 LINE-UP ............................................................ 100 CCMS, CCSU, CCCC and CCLM SP11 WI Listing ................................................... 100 CCMS SP11 Patch 1 WI Listing .......................................................................... 101 CCMS SP11 Patch 2 WI Listing .......................................................................... 102 CCMS SP11 Patch 3 WI Listing .......................................................................... 102 CCMS SP11 Patch 4 WI Listing .......................................................................... 102

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Avaya Aura Contact Center 6.3

Release Notes
103 103 104 104 105 105 105 105 106 106 106 106 107 108 108 109 109 109 110 110 111 112 112 113 114 114 114 115 115 116 117 118 120 120 121 123 123 123 124 126 126 126 126 126 126 127 131 132 140 143 148 150 150 150

CCMS SP11 Patch 20 WI Listing......................................................................... CCMS SP11 Patch 21 WI Listing......................................................................... CCCC SP11 Patch 1 WI Listing ........................................................................... CCCC SP11 Patch 2 WI Listing ........................................................................... CCCC SP11 Patch 20 WI Listing ......................................................................... CCWS SP11 Patch 20 WI Listing ........................................................................ CCMA SP11 WI Listing ...................................................................................... CCMA SP11 Patch 1 WI Listing .......................................................................... CCMA SP11 Patch 20 WI Listing......................................................................... CCT SP11 WI Listing ........................................................................................ CCT SP11 Patch 1 WI Listing ............................................................................. CCT SP11 Patch 20 WI Listing ........................................................................... CCMM\AAAD SP11 WI Listing ............................................................................ CCMM\AAAD SP11 Patch 1 WI Listing ................................................................. CCMM\AAAD SP11 Patch 2 WI Listing ................................................................. CCMM\AAAD SP11 Patch 20 WI Listing ............................................................... OD SP11 WI Listing ......................................................................................... OD SP11 Patch 20 WI Listing ............................................................................ Avaya Media Server (AMS) SP11 WI Listing ........................................................ Avaya Media Server (AMS) SP11 POST GA WI Listing ........................................... Contact Center Services for AMS (CCSA) SP11 WI Listing ..................................... THIRD-PARTY SOFTWARE .......................................................................................... Third Party Software Upgrade Utility .................................................................. Third Party Software Downgrade Utility .............................................................. INTERNET EXPLORER COMPATIBILITY ISSUES.................................................................... AACC 6.3 SERVICE PACK SOFTWARE ........................................................................... Upgrading from Previous Avaya Aura Contact Center 6.x Release ....................... AACC PRODUCT INSTALLATION ................................................................................... PRE-REQUISITE SOFTWARE KNOWN ISSUES ..................................................................... DVD CONTROLLER .................................................................................................. Co-Res Installations ......................................................................................... COMMON COMPONENTS ............................................................................................ CONTACT CENTER PATCH MANAGER .............................................................................. SIP HA SPECIFIC ISSUES ......................................................................................... KNOWN CCMS LIMITATIONS ...................................................................................... AVAYA MEDIA SERVER.............................................................................................. Issues affecting Windows platform only .............................................................. Issues affecting Linux platform only ................................................................... Issues affecting Windows and Linux platforms ..................................................... Linux Issue with Broadcom NIC driver ................................................................ CONTACT CENTER MANAGER SERVER ............................................................................ Configuration Issues ........................................................................................ Migration from NES 6.0 system ......................................................................... Migration from NES 7.1 system ......................................................................... Exchanging UUI data in AACC ........................................................................... Other Known Issues ......................................................................................... LICENSE MANAGER .................................................................................................. CONTACT CENTER MANAGER ADMINISTRATION ................................................................. COMMUNICATION CONTROL TOOLKIT............................................................................. CONTACT CENTRE MULTIMEDIA ................................................................................... ORCHESTRATION DESIGNER ....................................................................................... SECURITY FRAMEWORK ............................................................................................. FEATURE SPECIFIC: MULTIPLICITY ................................................................................ FEATURE SPECIFIC: HIGH AVAILABILITY .........................................................................

APPENDIX B - KNOWN ISSUES ............................................................................................................. 112

APPENDIX C - LOCALISATION .............................................................................................................. 158

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Avaya Aura Contact Center 6.3

Release Notes
158 158 159 159 160 160 160 161 163 163 165 166 166 166 167 167 167 168 168 168 168 168 169 169 169 169 169 169 172 172 173

AVAYA AURA CONTACT CENTER 6.3 (AACC) SP11 LOCALIZATION ...................................... OVERVIEW OF AACC 6.3 I18N AND L10N PRODUCTS & COMPONENTS ................................... SOFTWARE ........................................................................................................... Supported operating systems ............................................................................ LANGUAGE SPECIFIC SUPPORT AND CONFIGURATION ........................................................... Support of CCMA Client .................................................................................... Support of CCMM Client .................................................................................... Support of CCMM Server and Configuration Notes ................................................ LOGGING ON TO CONTACT CENTER MANAGER ADMINISTRATION ............................................. Enabling languages .......................................................................................... Procedure steps............................................................................................... START LOCALIZED AAAD CLIENT................................................................................. Pre-installation steps ....................................................................................... Installing the Agent Desktop Client .................................................................... Starting the Agent Desktop Client ...................................................................... START OCMT CLIENT .............................................................................................. Pre-installation steps ....................................................................................... Logging on to the Outbound Campaign Management Tool ..................................... Prerequisites ................................................................................................... Procedure steps............................................................................................... DETECTING LANGUAGE FILES ...................................................................................... Emptying the .Net cache on the client PC running AAAD and OCMT ........................ COMMENTS ON TRANSLATIONS .................................................................................... French ........................................................................................................... Latin American Spanish .................................................................................... CRYSTAL REPORT TEMPLATES ...................................................................................... Business Objects Language Packs ...................................................................... Localized templates ......................................................................................... SECURITY FRAMEWORK ............................................................................................. Localization of initial system login notice ............................................................ KNOWN ISSUES ......................................................................................................

Avaya Inc Proprietary

Avaya Aura Contact Center 6.3

Release Notes

Purpose
This document contains known issues, patches and workarounds specific to this build and does not constitute a quick install guide for Contact Centre components. Please refer to the information below to identify any issues relevant to the component(s) you are installing and then refer to the Avaya Aura Contact Center Installation and Commissioning guides for full installation instructions.

Publication History
Issue
0.1 0.2 0.3

Change Summary
Initial version for AACC 6.3 SP11 Moved Known Issues to Appendix B Updated release notes for AMS upgrades. Added information on location of AMS SNMP MIB on windows and linux installations. Added note on AMS KRS license issue: wi01117221

Author(s)
Irene Blewitt Irene Blewitt Paul McDaid

Date
1 July 2013 20 July 2013 01 August 2013
st th st

0.4

Updated SP11 references. Updated Sysops Work Item details. Updated Third Party Upgrade and Downgrade Utility notes. Added screenshot of utility contents. Updating the ServicePack and patch bundle information Updated the wi content & the LTD patches included in the GA patch bundle Updating the Patch Bundle information Included CCMS 211.4 Updating the Patch Bundle information Included support for Aura FP3 Publishing it on Support Page Updated with SP11 Post GA Patches and QFEs Removed the requirement to uninstall mysql-libs from AMS Pre-requisite installation steps as this is no longer required. Included Appendix C Localisation Included support for AAEP 7.0

Shane Hanlon

06 August 2013
th

th

0.5

Shane Hanlon

19 August 2013
th

0.6

Sai Kumar Jayanti

10 September 2013
th

0.7

Emer Kelly

25 September 2013
th

0.8 0.9 0.91 0.92 0.93 1.0 1.1

Sai Kumar J Irene Blewitt Sai Kumar J Irene Blewitt Sai Kumar J Irene Blewitt Paul McDaid

08 October 2013 15 October 2013 16 October 2013 23 October 2013 25 October 2013 13 November 2013 20 November 2013
th th th rd th th

1.2 1.3

Irene Blewitt Irene Blewitt

28 November 2013 14 January 2014


th

th

Avaya Inc Proprietary

Avaya Aura Contact Center 6.3

Release Notes

Avaya Aura Contact Center, Release 6.3 Software


This service pack rolls up a number of critical fixes to issues reported by the customers and found in Avaya labs. Please take the following actions: This new critical patch lineup bundles up a number of fixes and is now available for all site deployments. Customers on all previous releases and line-ups of AACC 6.x and service packs SP6 or earlier must immediately deploy this service pack and roll-up patches to get the benefit of the latest available quality fixes. Service Pack 11 is the most up-to-date supported AACC 6.3 software line-up. patches will only be created on this line-up. All future

This Service Pack is applicable to all sites English, Internationalisation and Localisation sites. No additional CCMM or CCMA Language Packs are required as the Localisation content from SP10 (and all previous Service Packs) was bundled into this Service Pack.

Avaya Inc Proprietary

Avaya Aura Contact Center 6.3

Release Notes

Operating System Support


All Avaya Aura Contact Center server applications are supported on the following operating systems: Windows Server 2008 Release 2 Standard 64-bit Edition plus Service Pack 1 Windows Server 2008 Release 2 Enterprise 64-bit Edition plus Service Pack 1 It is mandatory to install Service Pack 1 on top of Windows Server 2008 Release 2. In addition, before deploying any new Windows Security Patches and Hotfixes you must confirm that any Windows patches are listed as supported in the Avaya Aura Contact Center Security Hotfixes and Compatibility listing published every month on support.avaya.com. Please ensure that you do not enable Automatic Updates on your AACC Server and Client PCs any Windows Security patches and hotfixes must be manually deployed after consulting the supported Avaya Aura Contact Center Security Hotfixes and Compatibility listing

Supported Virtualized Environments


Avaya Aura Contact Center supports the following virtualization environments: VMware vSphere Release 4.1 (ESXi and ESX), 5.0 (ESXi), 5.1 (ESXi) and 5.5 (ESXi)

DVD Version
The supported Avaya Aura Contact Center Release 6.3 DVD version is outlined below. Please ensure you are using this version for all new software installation. Please contact your Avaya account representative for information on how to obtain the latest DVD. DVD 6.3.0.0-115

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Avaya Aura Contact Center 6.3

Release Notes

Software Download
All Avaya Aura Contact Center, Release 6.3 service pack software, that is generally available for all sites, is available to download from: https://support.avaya.com/css/appmanager/css/support/Downloads/P0793

DVD Software
Avaya Aura Contact Center 6.3 DVD Version

DVD 6.3.0.0-115.zip

MD5 Checksum 08bc05610720336a06bba7bb337ab2ae

Please ensure to verify the MD5 checksums after download to ensure all files have been downloaded successfully. After you have downloaded your software extract its content to your local hard-disk using a utility such as WinZip. The DVD zip file will extract as one ISO file.

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Avaya Aura Contact Center 6.3

Release Notes

Service Pack Bundle Software


The Avaya Aura Contact Center 6.3 software is delivered to customers as a service pack bundle The Service Pack is installed on your base software and contains the latest software updates. Service Pack Bundle AACC_63_ServicePack11-0692B.zip MD5 Checksum 24837d4d5527ac15ffda04bd123b2486

After you have downloaded your software, extract its contents to your local hard-disk using a utility such as WinZip. The following is the layout of the extracted service pack bundle: Software Included in Bundle Folder Location AACCThirdPartySoftwareUpgradeUtility.exe ..\ThirdParty Third Party Software Crystal RAS 2008 SP5 ..\ThirdParty\Crystal RAS 2008

Install Software

Avaya Media Server Windows Avaya Media Server Linux

..\Install Software\AMS\Windows ..\Install Software\AMS\Linux

Product Updates AACC Firewall Policy

Contact Center Services for AMS Windows ..\Install Software\AMS\Windows Contact Center Services for AMS - Linux ..\Install Software\AMS\Linux Security Framework ..\Install Software\Security Framework ActiveX Controls ..\Install Software \CCMA\ActiveX Controls AACC Service Pack Software ..\ProductUpdates AACC Firewall Policy ..\AACC FirewallPolicy

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Avaya Aura Contact Center 6.3

Release Notes

AACC Service Pack Software details Component Update Name CCCC AvayaAura_CCCC_6.3.211.0-0828_ServicePack AvayaAura_CCLM_6.3.211.0-0828_ServicePack CCLM AvayaAura_CCMA_6.3.211.0-0859_ServicePack CCMA AvayaAura_CCMM_6.3.211.0-0806_ServicePack CCMM AvayaAura_CCMS_6.3.211.0-0828_ServicePack CCMS AvayaAura_CCMSU_6.3.211.0-0772_ServicePack CCMSU AvayaAura_CCMT_6.3.211.0-0828_ServicePack CCMT AvayaAura_CCT_6.3.211.0-0781_ServicePack CCT AvayaAura_CCWS_6.3.211.0-0828_ServicePack CCWS AvayaAura_SFW_6.3.211.0-0859_ServicePack SFW

Important Note: For all new systems install-time patching is a mandatory part of the installation process. The latest Service Packs for the component(s) being installed should be downloaded to the server and selected as part of the installation process Avaya Aura Contact Center 6.3 Service Pack 11 is applicable to all previous Avaya Aura Contact Center 6.x Releases. After you have installed this service pack your system will be running Avaya Aura Contact Center Release 6.3 software.

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Avaya Aura Contact Center 6.3

Release Notes

Additional Contact Center Updates


Note: All additional Contact Center updates listed below must be installed on your system.

Service Pack Patches AACC_63_ServicePack11_Patches-0009.zip

MD5 Checksum c242abed93362fb006acf35f1083c91b

Note: Please ensure to verify the MD5 checksum after download to ensure the file has been downloaded successfully.
AACC Service Pack Patches

Component CCCC CCLM CCMS

CCMM CCMA CCT

Update Name AvayaAura_CCCC_6.3.211.1-1331_Patch AvayaAura_CCCC_6.3.211.2-1358_Patch AvayaAura_CCLM_6.3.211.1-1327_Patch AvayaAura_CCMS_6.3.211.1-1334_Patch AvayaAura_CCMS_6.3.211.2-0157_Patch AvayaAura_CCMS_6.3.211.3-1347_Patch AvayaAura_CCMS_6.3.211.4-1385_Patch AvayaAura_CCMM_6.3.211.1-0574_Patch AvayaAura_CCMA_6.3.211.1-0743_Patch AvayaAura_CCT_6.3.211.1-0329_Patch

Service Pack Patches AACC_63_ServicePack11_Patches-0011.zip

MD5 Checksum 11e7f8595f8a98e0e6051faebe9415cf

Note: Please ensure to verify the MD5 checksum after download to ensure the file has been downloaded successfully.
AACC Service Pack Patches

Component CCCC CCMS CCMM CCMA CCT CCWS

Update Name AvayaAura_CCCC_6.3.211.20-1411_Patch AvayaAura_CCMS_6.3.211.20-1446_Patch AvayaAura_CCMS_6.3.211.21-0171_Patch AvayaAura_CCMM_6.3.211.20-0619_Patch AvayaAura_CCMA_6.3.211.20-0773_Patch AvayaAura_CCT_6.3.211.20-0341_Patch AvayaAura_CCWS_6.3.211.20-1410_Patch

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Avaya Aura Contact Center 6.3

Release Notes

Additional Avaya Media Server Updates


The following additional software must be installed on your system after the installation of your AMS software. Additional AMS Updates
AMS_QFE_ServicePack11-0001.zip AMS_QFE_ServicePack11-0002.zip CCSM_QFE_ServicePack11-0001.zip

MD5 Checksum
ea201e1cde8f6c0be6ede0359bb6faf7 2eadc812e78a25d5b553a9c5256e2855 ddd4f058851f1cd28f6aebda5f66dc36

After you have downloaded your software extract its content to your local hard-disk using a utility such as WinZip. Note: The individual updates included in these packages are known as QFEs and come delivered as a zip file. These zip files should be copied to the Avaya Media Servers QFE folder in zipped form. Refer to the README.txt files contained within each for installation instructions. The following is the layout of the extracted bundles:
AMS_QFE_ServicePack11-0001.zip: OS Platform Linux Windows Update Name

QFE-platform-7.5.0.1140-0001-lnx.zip QFE-platform-7.5.0.1140-0001-win.zip

AMS_QFE_ServicePack11-0002.zip: OS Platform Update Name Linux QFE-EMLite-7.5.0.1140-0001-lnx.zip

Windows

QFE-platform-7.5.0.1140-0002-lnx.zip QFE-platform-7.5.0.1140-0003-lnx.zip QFE-EMLite-7.5.0.1140-0001-win.zip QFE-platform-7.5.0.1140-0002-win.zip QFE-platform-7.5.0.1140-0003-win.zip

CCSM_QFE_ServicePack11-0001.zip: OS Platform Update Name Linux QFE-__sip-conf-6.3.0.115-0001-lnx.zip Windows

QFE-__sip-conf-6.3.0.115-0001-win.zip

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Avaya Aura Contact Center 6.3

Release Notes

AACC Firewall Policy


The AACC Firewall policy is contained within the service pack zip file under the following sub folder: AACC Firewall Policy File Name
AACC Firewall Policy (Ver 1.17).wfw

Version
1.17

Windows Roles and Features Application


A new application that will configure the Windows Roles and Features is being included with this release. It is a standalone utility and can be run on the system prior to the installation of the AACC software to configure the Windows Roles and Features.

File Name
OSFeatureRolesApp.zip

MD5 Checksum
8e66b690d30fbd2cd67f6013335a0bf5

Microsoft Update
Hotfix KB2714394 File Name
Windows6.1-KB2714394-x64.zip

MD5 Checksum
122ac339ac951245b64fef5ce76b0a56

Support of Headset control of telephony operations in AAAD


AACC6.3 introduces support for headsets controlling telephony operations whilst AAAD is operating in embedded softphone mode. This support is facilitated by installing the AAADHeadsetSupport.msi on all clients PCs that require this functionality. This process is documented in the Planning and Engineering Guide. Please note that this has been validated by the verification team with 2.7.0.0 of the Plantronics Spokes Installer only.

File Name
AAAD_HeadSetSupport_ServicePack8-0001.zip

MD5 Checksum
911f90ac4ceb9fd3731fa0e9257e5103

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Avaya Aura Contact Center 6.3

Release Notes

Avaya Grep
Avaya Grep is a tool for analysing and debugging Avaya Aura Contact Center calls. Avaya Grep generates a range of reports on a specific call by analysing the Avaya Aura Contact Center logs, including a ladder-diagram representation of SIP messages through useragents and proxies. A search feature is also available for those instances where the user does not know the call ID, but has some other information on the call, e.g. the agent DN number and the approximate time of the call. More information is included in the application's Help file, and in a user guide bundled with the application (found in the "documentation" directory of the download). File Name
AvayaGrep_v0.4.2_56.zip

MD5 Checksum
1b9baeea857ddf7eff82f6f8fa9cb193

Avaya SIP Sleuth


Avaya SIP Sleuth is a tool for viewing, analysing, filtering and querying SIP message logs. Supported logs are Avaya Aura Contact Center Manager Server and Avaya Media Server SIP message logs. SIP Sleuth features a powerful filtering engine, a custom query language for filtering SIP messages and command-line access to enable batch-processing from the shell. More information is included in the application's Help file, and in a user-guide bundled with the application (found in the "documentation" folder of the download). File Name
SipSleuth_v0.94.zip

MD5 Checksum
42d5c697e681454e81739ec883545d7d

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17

Avaya Aura Contact Center 6.3

Release Notes

Third-Party Software Third Party Software for New Installations


For new installations, using the Avaya Aura Contact Center 6.3 DVD, Third Party software is installed as part of the overall installation process. This 6.3 DVD deployed Third Party software must subsequently be upgraded using the Third Party Software Upgrade Utility (see section Third Party Software Upgrade Utility). WinPcap In the Avaya Aura Contact Center Commissioning document, there are detailed instructions for installing WinPCap in a Mission Critical HA environment. WinPCap should be installed on all RnR systems including CS1K SIP RnR and AML HA. The detailed instructions as described for the mission critical HA can be used to deploy WinPCap on all environments. Intersystems System Management Portal Intersystem Cache installs a default Web server. The remote webserver supports the TRACE and/or TRACK methods. TRACE and TRACK are HTTP methods that are used to debug web server connections. Customer can disable the Windows service Web Server for CCDSInstance. This web service is used for cache debugging and admin and is not required for normal operation on AACC.

Third Party Software for Previous 6.x Upgrades


If you are upgrading from a previous Avaya Aura Contact Center release you must upgrade installed Third Party software using the Third Party Software Upgrade Utility (see section Third Party Software Upgrade Utility). Java Runtime Environment jre1.6.0_37 Due to a known Java Issue with jre1.6.0_37, the system may fail to shutdown successfully if any Java Applications are still running. Please ensure all Applications are closed before Shutting down or Restarting the Server. Crystal RAS 2008 SP5 Please refer to the Contact Center Manager Administration section for further information on updating your Crystal RAS 2008 software to Crystal RAS 2008 SP5. WinPcap In the Avaya Aura Contact Center Commissioning document, there are detailed instructions for installing WinPCap in a Mission Critical HA environment. WinPCap should be installed on all RnR systems including CS1K SIP RnR and AML HA. The detailed instructions as described for the mission critical HA can be used to deploy WinPCap on all environments.

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Avaya Aura Contact Center 6.3

Release Notes

McAfee Antivirus As McAfee can block systems from sending out automatic e-mails, in any system that a switchover are allowed (such as a Mission Critical High Availability system), its recommend turning off the Prevent mass mailing worms from sending mail setting on each machine to ensure notifications will be sent.

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Avaya Aura Contact Center 6.3

Release Notes

Third Party Software Upgrade Utility


The Third Party Software Upgrade Utility assists in the upgrade of specific 3rd Party software components required by Avaya Aura Contact Center. Note: If upgrading from Avaya Aura Contact Center 6.3 Service Pack 10, there is no need to run the Third Party Software Upgrade Utility as the Third Party software requirements are the same for both Service Pack 10 and Service Pack 11. Utility Location The utility is included within the Service Pack Release Bundle, available to download from the Avaya Support website, http://support.avaya.com The utility should only be launched on Avaya Aura Contact Center servers. It should not be executed on Avaya Aura Contact Center clients (e.g. Windows 7\XP desktops) The entire utility and supporting files should be copied locally before launching. The utility is contained within folder: <ServicePackReleaseBundle_Root>\ThirdParty The utility and supporting files are listed in the below screenshot. All content must be copied locally with the exception of Crystal RAS 2008 which is not required.

Important: Failure to copy the correct contents will result in utility failure.

Pre Installation Instructions 1. Install the complete Service Pack 11 line-up 2. After deployment of Service Pack 11, reboot system 3. Copy the Third Party Software Upgrade Utility locally 4. Shut-down Contact Center 5. Launch AACCThirdPartySoftwareUpgradeUtility.exe

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Avaya Aura Contact Center 6.3

Release Notes

Post Installation Instructions Click Upgrade on the Third Party Software Upgrade Utility to begin the upgrade process. A reboot of the system is required to restart Avaya Aura Contact Center services after the Third Party software upgrade completes. Third Party Software Upgraded The utility will upgrade the following 3rd Party Software components:
Software
Java Runtime Environment Java Runtime Environment Java Development Kit Apache Tomcat Table 1 - 3rd Party Software Matrix

Platform
x86 x64 x86 x64

Upgrade From Old Version


1.6.0 Update 17 1.6.0 Update 21 1.6.0 Update 17 6.0.20

To New Version
1.6.0 Update 37 1.6.0 Update 37 1.6.0 Update 37 6.0.35

Utility Reboot Prompts During the course of the upgrade, installation or removal of 3rd Party software components may request a system reboot. This request is intercepted by the utility and a mandatory Reboot Request is displayed - please choose the option to reboot your system at this point. If you do not reboot, your system could be left in an unstable state. After system reboot, the utility should automatically re-launch. If it does not, please browse to the local copy of the utility and re-launch manually. Third Party Software Component Upgrade Failure It is possible that the upgrade of a software component fails. In this instance, the utility will halt the upgrade process. The failed component will be highlighted on the main utility dialog. The utility log file (accessible via the View Log button) may include the failure reason and will detail the location of the 3rd Party software component generated log file. The 3rd Party software component generated log file is the most important source of information when trouble-shooting failed component upgrade attempts. Logging Information The utility generates a log file to track overall upgrade progress. Log file title : AACC - Third Party Software Upgrade Utility.log Log file location : C:\Avaya\Logs\Sysops\ThirdPartySoftwareUpgradeUtility In addition to the above log file, each individual Third Party software component that is processed during the upgrade generates a separate log file in the same folder location. Example: Upgrading to Java Runtime Environment x86 1.6.0 Update 37 Java Runtime Environment x86 1.6.0 Update 17 is removed, generating log file: Remove_Java Runtime Environment 6_1.6.0 Update 17_x86.log Java Runtime Environment x86 1.6.0 Update 37 is installed, generating log file: Install_Java Runtime Environment 6_1.6.0 Update 37_x86.log Avaya Inc Proprietary 21

Avaya Aura Contact Center 6.3

Release Notes

Third Party Software Downgrade Utility


After deployment of Avaya Aura Contact Center 6.3 Service Pack 11, it is required that Third Party software be upgraded using the Third Party Software Upgrade Utility. If a user wishes to subsequently downgrade their system to a pre-6.3 Service Pack 11 line-up e.g. Service Pack 9 or 8, the Third Party Software Downgrade Utility will assist in this process. Note: If downgrading from Avaya Aura Contact Center 6.3 Service Pack 11 to Service Pack 10, there is no need to run the Third Party Software Downgrade Utility as the Third Party software requirements are the same for both Service Pack line-ups. Utility Location The utility is available for download from the Avaya Support website, http://support.avaya.com in the form of a Zip archive. The utility should only be launched on Avaya Aura Contact Center servers. It should not be executed on Avaya Aura Contact Center clients (e.g. Windows 7\XP desktops) The Zip should be downloaded and extracted locally. The complete Zip file listing can be seen in the below screenshot:

Important: Failure to copy and execute the complete utility from a local drive will result in downgrade failure. Pre Installation Instructions 1. Remove the complete 6.3 Service Pack 11 line-up 2. After Service Pack removal, if you are prompted to reboot your system, please do so 3. Copy the Third Party Software Downgrade Utility locally 4. Shutdown Avaya Aura Contact Center 5. Launch AACCThirdPartySoftwareDowngradeUtility.exe Post Installation Instructions Click Downgrade on the Third Party Software Downgrade Utility to begin the downgrade process.

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Avaya Aura Contact Center 6.3

Release Notes

Third Party Software Downgraded The utility will downgrade the following 3rd Party Software components:
Software
Java Runtime Environment Java Runtime Environment Java Development Kit Apache Tomcat Table 2 - 3rd Party Software Matrix

Platform
x86 x64 x86 x64

Downgrade From Version


1.6.0 Update 37 1.6.0 Update 37 1.6.0 Update 37 6.0.35

To Version
1.6.0 Update 17 1.6.0 Update 21 1.6.0 Update 17 6.0.20

Utility Reboot Prompts During the course of the downgrade, the installation or removal of 3rd Party software components may request a system reboot. This request is intercepted by the utility and a mandatory Reboot Request is displayed - please choose the option to reboot your system at this point. If you do not reboot, your system could be left in an unstable state. After system reboot, the utility should automatically re-launch. If it does not, please browse to the local copy of the utility and re-launch manually. Third Party Software Component Downgrade Failure It is possible that the downgrade of a software component fails. In this instance, the utility will halt the downgrade process. The failed component will be highlighted on the main utility dialog. The utility log file (accessible via the View Log button) may include the failure reason and will detail the location of the 3rd Party software component generated log file. The 3rd Party software component generated log file is the most important source of information when trouble-shooting failed component downgrade attempts. Logging Information The utility generates a log file to track overall upgrade progress. Log file title : AACC - Third Party Software Downgrade Utility.log Log file location : C:\Avaya\Logs\Sysops\ThirdPartySoftwareDowngradeUtility In addition to the above log file, each individual 3rd Party software component that is processed during the downgrade generates a separate log file in the same folder location. Example: Downgrading to Java Runtime Environment x86 1.6.0 Update 37 Java Runtime Environment x86 1.6.0 Update 37 is removed, generating log file: Remove_Java Runtime Environment 6_1.6.0 Update 37_x86.log Java Runtime Environment x86 1.6.0 Update 17 is installed, generating log file: Install_Java Runtime Environment 6_1.6.0 Update 17_x86.log

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23

Avaya Aura Contact Center 6.3

Release Notes

Important Note Avaya Aura Contact Center Service Pack 6.3 Service Pack 11 requires a Third Party software upgrade to support Java dependent product components. The Communication Control Toolkit NCCT OI Service in Service Pack 11 requires JRE 1.6.0 Update 37 (32 bit) to function. This service requires JRE 1.6.0 Update 17 (32 bit) on pre-6.3 Service Pack 10 systems. If, after the upgrade to Service Pack 11 is complete, a user wishes to downgrade to a pre6.3 Service Pack 11 line-up e.g. 6.3 Service Pack 9 (or earlier) they must also downgrade their Third Party software. If the Third Party Software Downgrade Utility has not been run before downgrading to 6.3 Service Pack 9, 8 etc. the 6.3 Service Pack 9 (or earlier) NCCT OI Service will fail to start.

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24

Avaya Aura Contact Center 6.3

Release Notes

Third Party Software Notification Application


As part of a 6.3 Service Pack 11 deployment, a Third Party Software Notification Application is installed. This application checks the integrity of the Third Party software required by Avaya Aura Contact Center. If the application detects that necessary Third Party software requires updating, it will prompt the user to run the Third Party Software Upgrade Utility to check their system and upgrade if necessary. At each system reboot, an application dialog will be displayed with details of the Third Party software status. This dialog can be dismissed and the application will minimize to the system tray. At intervals, notification messages are displayed in the system tray area in the form of a notification bubble if action is required. The main application form will be displayed if a user clicks on this notification or on the Avaya system tray icon The Notification application cannot be closed it runs at all times. This application remains resident on the system after removal of Avaya Aura Contact Center 6.3 Service Pack 11. This allows for the ongoing provision of advice to the user, regarding the Third Party software state.

Application Behaviour If the upgrade of Third Party software is not performed after the installation of 6.3 Service Pack 11, the Third Party Notification Application will intermittently (approximately once per hour) notify the user that action is required. If after deployment of Service Pack 11, a user chooses to remove all installed Service Packs, the application (after a period) will provide advice to the user in preparation for the installation of the next Service Pack. For example, if a user wishes to install a pre-6.3 Service Pack 10 line-up, the advice at this point is to run the Third Party Software Downgrade Utility to verify the Third Party software state.

Logging Information The application generates a log file. Log file title : AACC - Third Party Software Notification Application.log Log file location : C:\Avaya\Logs\Sysops\ThirdPartySoftwareNotificationApplication This log file is accessible from the main dialog via the View Log button. The log contains details of the currently installed Service Pack line-up, and in addition, details of the installed or missing Third Party software components.

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Avaya Aura Contact Center 6.3

Release Notes

Internet Explorer Compatibility issues


Internet Explorer 10 not supported with AACC 6.3 SP11 Internet Explorer 10 has not been tested as part of the AACC 6.3 SP11 development cycle; therefore it is not supported with this Service Pack. At time of writing, it is not possible to provide a list of issues that may be encountered. However, based on experience with previous Internet Explorer upgrades, it is likely that issues would occur. AMS Element Manager There have been instances of Element Manager not displaying correctly on IE9 systems Workaround is to enable compatibility mode in Internet Explorer. Microsoft support indicates that some websites might not display correctly in Windows Internet Explorer 9. For example, portions of a webpage might be missing, information in a table might be in the wrong locations, or colors and text might be incorrect. Some WebPages might not display at all. If a portion of the webpage doesn't display correctly, try one or more of the following procedures: To turn on Compatibility View 1. Open Internet Explorer by clicking the Start button 2. In the search box, type Internet Explorer, and then, in the list of results, click Internet Explorer 3. Click the Compatibility View button on the Address bar The supported browser for CCMA Access is Microsoft Internet Explorer 7.0 or later (32 Bit only 64 Bit not supported). Note: IE Compatibility Mode must also be enabled on IE 9.0 when accessing CCMA.

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26

Avaya Aura Contact Center 6.3

Release Notes

AACC 6.3 Service Pack Software New Installations


For all new systems install-time patching is a mandatory part of the installation process. The latest Service Packs for the component(s) being installed should be downloaded to the server and selected as part of the installation process. Note: Additional Contact Center Updates must be installed after you have completed the initial installation of your software and reboot of the system performed. Note: Users that install AACC 6.3 as a fresh install are not supported to downgrade to 6.2.

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27

Avaya Aura Contact Center 6.3

Release Notes

Hot Patching HA Systems


Hot patching is supported for: Mission Critical High Availability SIP-enabled Contact Centers. Hot-standby High Availability AML-based Contact Centers. Warm standby High Availability

For the following scenarios: SP6 to SP7 Hot Patching is supported SP8 to SP9 Hot Patching is supported SP8 to SP10 Hot Patching is supported SP8 to SP11 Hot Patching is supported SP9 to SP10 Hot Patching is supported SP9 to SP11 Hot Patching is supported SP10 to SP11 Hot Patching is supported All other upgrade routes are not supported. See Avaya Aura Contact Center Upgrade and Patches (NN44400-410) for instructions on Hot Patching

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28

Avaya Aura Contact Center 6.3

Release Notes

Upgrading from Previous Avaya Aura Contact Center 6.x Release


The AACC 6.3 software can be installed on existing systems that were installed using previous versions of the DVD, but it is mandatory that all new installations (including the installation of additional components on an existing system) use the DVD version as outlined in the section DVD Version at the beginning of this document. Upgrades from AACC 6.0 that are installed with an 8.0.0.X DVD will be supported Upgrades from AACC 6.1 that are installed with an 8.1.0.X DVD will be supported Upgrades from AACC 6.2 that are installed with a 6.2.0.41 DVD will be supported After upgrading from a previous AACC 6.x Release, a mandatory Third Party software upgrade is required. Please refer to the section Third-Party Software to ensure all required Third Party software is correctly applied to your system

AACC 6.3 is applicable to all previous Avaya Aura Contact Center 6.x Releases. After you have installed this service pack your system will be running Avaya Aura Contact Center, Release 6.3 software. All previously installed service packs and patches for either release 6.0 or 6.1 or 6.2 must be removed prior to the install of AACC 6.3.

Issue with the retention of Configuration of WS Open Interface When upgrading your system from a previous Avaya Aura Contact Center 6.x service packs please perform the steps outlined below to verify that all configuration information has been successfully retained. Before Upgrade On both active and standby servers: - On the server hosting AACC CCT, open the CCT Console (Start menu AVAYA - Contact Center Communication Control Toolkit CCT Console) - Select the CCT Web Services element under Server Configuration - Take a screenshot of the console screen (see Figure 1 below for an example) - Keep this for reference after upgrade has completed - On the server hosting AACC CCMS, open the Server Configuration utility (Start menu AVAYA - Manager Server) - Click on the WS Open Interfaces (on left hand side) - Take a screenshot of the console screen (see Figure 1 below for an example) - Keep this for reference after upgrade has completed After Upgrade

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29

Avaya Aura Contact Center 6.3

Release Notes

On both active and standby servers - Open the CCT Console Utility - Select the CCT Web Services element under Server Configuration - Ensure that the settings are the same as those in the screenshot for the CCT Console, saved before the upgrade - Open the Server Configuration utility - Click on the WS Open Interfaces (on left hand side) - Ensure that the settings are the same as those in the screenshot for the Server Configuration, saved before the upgrade Note: The UserPassword does not need to be modified. It is a system password and not stored in a config file - IMPORTANT: Ensure that the Domain Authentication Method setting is maintained e.g. Simple in the example screenshots below Figure 1: Sample Screenshot of AACC CCT Console Utility

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30

Avaya Aura Contact Center 6.3

Release Notes

Figure 2: Sample Screenshot of AACC Server Configuration Utility

HA SOA web services with TLS SP10 introduced support for SOA HA on Mission Critical SIP HA systems. When configuring TLS for SOA OI on HA it needs to be enabled on both the active and the standby servers as seamless communication after switchover cannot occur if the transport (http - https and vice versa) changes. When configuring TLS for SOA OI on HA the host name in the ServerConfig utility must be the managed server name and must match the managed server name on standby server. When configuring TLS for SOA OI on HA exactly the same information, including case, needs to be specified for CSR generation. In the case where ServerConfig is used to generate the CSR the password is the only field to consider but in the case where CCT console is used to generate the CSR the stipulation applies to the location, company and password fields (note that ServerConfig (CCMS services) and CCT console(CCT services) both use the same security certificate information located in common components/cmf/security i.e. once the security certificate is successfully imported for one, the other will automatically be configured.) If a mistake is made in configuring TLS for SOA OI on a HA setup the likely error will be that exactly the same information was not inputted into the location, company or password fields on both the active and standby servers when the CSR was generated. The result of such a mistake

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Avaya Aura Contact Center 6.3

Release Notes

would be a variation in the keystore and/or password files held in the cmf/security directory on each server. The error would not cause a problem on the individual servers and would only become apparent on a subsequent SOA OI call after a switchover had occurred (due to the client reacting to a change in the server security certificate) and would manifest itself as a drop in the secure connection.

The easiest way to ensure that the certificate keystore and password files are identical on both servers while eliminating the possibility of the same mistake being made again is to manually copy the keystore and password files from the active to the standby (or vice versa). The 2 files that need to be copied across (and hence overwritten) are: o D:\Avaya\Contact Center\Common Components\CMF\Security\server.keystore o D:\Avaya\Contact Center\Common Components\CMF\Security\ect_kstore

On HA systems, to configure the managed host name when configuring TLS please follow this procedure: 1. Use the Server Configuration Utility web services section to enable SOA and update the host field to the managed host name and click OK. See figure 2 above. Also, please note that you cannot change the host name on the CCT console

2. Open the CCT console at the web services section. If you are prompted with the following prompt, select No.

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Avaya Aura Contact Center 6.3

Release Notes

3. Proceed to configure TLS using the CCT console. Select Apply all on the right hand side and close the CCT console.

4. Return to the Server Configuration Utility and if using the CCMS web services, enable TLS using the appropriate check box. Please note that the certificates are automatically configured once you do this on either screen.

5. Reboot the server and the SOA services will be up after the reboot. This can be checked by opening the OI splash page at http://localhost:9090. The services URLs listed should be updated from http to https 6. Repeat the above steps on the standby server, or copy the certificate files (server.keystore & ect_kstore) from the active to the same folder on the standby and ensure the web service settings on the CCT console and server config are matching the active. Restart the Standby for these changes to take effect.

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33

Avaya Aura Contact Center 6.3

Release Notes

Upgrading from Previous Avaya Aura Contact Center 6.2 Service Pack in a Mission Critical HA environment (Aura 6.1 + AACC 6.2)
When upgrading from a previous Service Pack (e.g. AACC 6.2 SP4), please execute the following steps: 1. In the SMMC SystemTray, select Stop HA System/Stop System 2. When all services are down, open services.msc and stop SMMCDaemon and SMMCService 3. Launch windows task manager, and kill the SMMCTrayLauncher.exe application. 4. Uninstall previous service. 5. Install new service pack. 6. After installing new service pack, if you are prompted to reboot your server, then please do so. 7. Following reboot, In the SMMC SystemTray: select Stop HA System/Stop System 8. When all services are down, open services.msc and stop SMMCDaemon and SMMCService 9. Launch windows task manager, and kill the SMMCTrayLauncher.exe application. 10. Install any additional specified patches

Upgrading from Service Creation Environment (SCE) to Orchestration Designer (OD)


Before upgrading from SCE to OD, export all your existing SCE applications using SCE Export functionality. After the upgrade, import the aforementioned applications using ODs Import functionality.

Avaya Inc Proprietary

34

Avaya Aura Contact Center 6.3

Release Notes

SOA Preservation Downgrade and Upgrade of Avaya Aura Contact Center Common Components
Scope: Only pertains to components Communication Control Toolkit (CCT), Contact Center Manager Server (CCMS) and Contact Centre Common Components (CC). In 6.2, Soa configuration data was stored in separate locations for applications CCT and CCMS. An upgrade to 6.3 combines this data into a singular shared location within the Common Components application. An upgrade from 6.2 to 6.3 preserves the current 6.2 configuration data without loss of existing settings. A downgrade from a fresh (clean machine deployment) 6.3 installation to 6.2 results in configuration data loss. The user must recreate their configuration data A downgrade from 6.3 to 6.2, on a machine that previously contained a SP5, SP6 or SP7 installation, results in historical 6.2 data being retrieved and used for the current 6.2 installation. A downgrade of 6.3 to 6.2, and subsequent re-upgrade to 6.3, results in previous 6.3 configuration data being retrieved and used for the current 6.3 installation.

Upgrade from 6.2 to 6.3 The 6.3 installation will retrieve previous 6.2 settings used for the CCT and CCMS components, and carry these forward for use in 6.3. Downgrade from 6.3, on a machine that had a previous 6.2 installation: If the machine previously contained an SP5, SP6 or SP7 installation, configuration data from these installations should be present in an archived file. This data will be retrieved and retained as the most suitable configuration data for the current 6.2 deployment. Upgrade to 6.3 after prior 6.3 downgrade to 6.2: Upon removal of 6.3, the current configuration data will be archived for use in an upgrade scenario. As above, downgrade to 6.2 auto-reverts back to previous 6.2 data if it exists, otherwise the user must recreate this manually. Subsequent re-upgrade to 6.3 will retrieve and retain the archived 6.3 data.

Note: In all of the above cases, if further reconfiguration of the SOA data is required, the following tools can be run Communication Control Toolkit : CCT Console Contact Center Manager Server : Service Configuration

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35

Avaya Aura Contact Center 6.3

Release Notes

Avaya Media Server Software


The following software is available in the Avaya Aura Contact Center 6.3 service pack bundle.
OS Platform Windows Install Software InstallerMAS.exe ContactCenterServicesForAMS.msi Linux MediaServer_7.5.0.1140_2013.06.13.bin ContactCenterServicesForAMS_6.3.0.115 Version 7.5.0.1140 6.3.0.115 7.5.0.1140 6.3.0.115 Folder Location ..\Install Software\AMS\Windows ..\Install Software\AMS\Windows ..\Install Software\AMS\Linux ..\Install Software\AMS\Linux

Please see the Section Avaya Media Server for details on how to install the Avaya Media Server software components. This section discusses both new installations and existing system upgrades for both Windows and Linux.

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Avaya Aura Contact Center 6.3

Release Notes

Remote Access
The AACC product will be supported using the Remote Desktop Connection (RDC) Microsoft Windows utility. This utility will allow the Avaya support or design resource to remotely access the customer server from a remote PC and be able to administer the server as if logged in directly to that server. RDC uses port 3389 so this port should be enabled on all co-resident or standalone servers in the AACC solution installed. For Linux-based Avaya Media Server installations, Secure Shell (SSH) port 22 should be enabled to allow remote access to the server.

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Avaya Aura Contact Center 6.3

Release Notes

DVD Controller Pre Installation Instructions


INSTALLATION OF PRODUCT UPDATES
It is mandatory that that you update your system with the latest product updates when setting up your system. Product Updates should be downloaded to the local system prior to the installation of your AACC software. During the installation you will be prompted to provide the folder where these updates are located.

INSTALLING ON A TRADITIONAL CHINESE OPERATING SYSTEM:


If you are performing an installation of Avaya Aura Contact Center 6.3 on a Traditional Chinese operating system please contact your Avaya account Manager/representative prior to continuing with your installation.

Installation Instructions
In the interview stage for the CCMM Primary Server tab, a new text box has been introduced to query the UC Server address. For CM, enter the CLAN IP address.

Post Installation Instructions


After a fresh deployment of Avaya Aura Contact Center 6.3 Service Pack 11, a Third Party software upgrade is mandatory. Please refer to the section Third-Party Software for more information.

Configuration Issues
None

Co-Res Installations Pre Installation Instructions


None.

Installation Instructions
None.

Post Installation Instructions


None.

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38

Avaya Aura Contact Center 6.3

Release Notes

Configuration Issues
None.

Common Components Pre Installation Instructions


None

Installation Instructions
None.

Post Installation Instructions


None.

Post Uninstall (Downgrade to 6.2) Instructions


wi01055139 6.2 SP7- Sysop- Parameter to disabled IPV6 is removed out of registry after downgraded from 6.3 to SP7 I downgraded from 6.3 Service Pack 8 to 6.2 (E.g. Service Pack 7) then IPv6 must be disabled manually. This has been fixed in Service Pack 9. Workaround: Disabling Internet Protocol version 6 About this task Disable internet protocol version 6 (IPv6) to ensure correct operation of the Contact Center software. Procedure 1. Search the Microsoft support Web site for instructions to locate the instructions to disable IPv6 in the Windows Server 2008 registry. 2. Follow the Microsoft instructions to disable all IPv6 components. Downloading the most recent patches to the server 3. Reboot the server, if required.

Configuration Issues
None.

Avaya Inc Proprietary

39

Avaya Aura Contact Center 6.3

Release Notes

PVI Checker Pre Installation Instructions


Please refer to the Planning &Engineering Guide (NN44400-210), for all recommendations regarding the minimum machine specification required. The PVI checker will block installation of AACC 6.3 on any machine that does not meet the minimum specifications.

Installation Instructions
None.

Post Installation Instructions


None.

Configuration Issues
None.

Avaya Inc Proprietary

40

Avaya Aura Contact Center 6.3

Release Notes

Contact Center Patch Manager Pre Installation Instructions


None

Installation Instructions
Install time patching of the AvayaAura CCCC ServicePack is mandatory. For upgrades the CCCC service pack should be applied first as this contains the latest version of the patch manager application.

Post Installation Instructions


None.

Configuration Issues
Prior to using the Contact Center Patch Manager for the first time you must have installed the latest Common Components Service Pack as outlined in this document.

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Avaya Aura Contact Center 6.3

Release Notes

Required Patches on CS1000


The following list of packages and patches are required for the AACC / CS1000 integration: Required packages for Converged Office are: 77, 153, 164, 242, 243, 324 41, 42, 43, 50, 114, 155, 214 215, 218, 247, 311, 324 77, 153, 164, 242, 243, 324 41, 42, 43, 50, 114, 155, 214, 215, 218, 247, 311, 324

Required packages for SIP CTI are:

CS 1000 R7.5

PI PEP Enabler MPLR29976 MPLR30038 Or MPLR32468

Comments Multimedia contact cannot return to queue while agent is holding a CDN call. Free of charge PI PEP for AACC. New constant required when CCMS pulls call from interruptible IVR & presents to agent. MPLR32468 also available alternatively as merge of MPLR31712, MPLR31870 and MPLR30038. Free of charge PI PEPs for AACC. CS1000 - Different CLID on CCT desktop and acquired phone when DAPC feature is used. PI: MPLR32414 issue - AACC Agent display issue for local calls + merge with MPLR32279/MPLR32495/MPLR32552 Free of charge PI PEP for AACC AACC USM Ringing event is missing if the call goes back to SCR of the original agent /RGNA feature. Only required if agent configured for RGNA, and only applicable for AACC-SIP (not AACC-AML). GEN patch for AACC. Comments Multimedia contact cannot return to queue while agent is holding a CDN call. Free of charge PI PEP for AACC. New constant required when CCMS pulls call from interruptible IVR & presents to agent. Free of charge PI PEP for AACC. AACC USM Ringing event is missing if the call goes back to SCR of the original agent /RGNA feature. Only required if agent configured for RGNA, and only applicable for AACC-SIP (not AACC-AML). GEN patch for AACC. Merge with MPLR32421; Package 411 prevents agent acquired by AACC from going NOT_READY without dropping the active call. Only required if Package 411 is enabled. GEN patch for AACC.

MPLR32646

MPLR32439

CS 1000 R7.6

DepList Patch MPLR32421 MPLR32413

PI PEP Enabler MPLR32229 MPLR30038

MPLR32439

MPLR32655

NOTE: Channel Partners will need to follow the standard PI Request process (per Communication Server 1000 Product Improvement by PEP (Patch) Policy). These patches will be available at no charge on approval to support this configuration. Note that Unified Communication products (CS1000, CM, AES etc.) and other products in your solution follow independent lifecycle dates. Depending on their lifecycle state, full support may not be available on older versions of these products. In case where AACC patches require a dependent patch on the switch, that patch may not be available on an old

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Release Notes

switch release that is in End of Manufacture Support lifecycle state. Please refer to lifecycle bulletins specific to the products/versions in your solution.

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Release Notes

Additional Voice Services


AACC SP11 introduces additional compatibility with the following Avaya Products: Product name Avaya Aura Experience Portal Supported releases Release 7.0

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Release Notes

Aura Installations
This section of the release notes deals with the AACC Avaya Aura 5.2/6.1/6.2 integrations. For CS1000 details refer to section above. These should be used in conjunction with the Installation Guide. Note: This is the minimum required lineup and should be in place before upgrading to SP11 Note: In a situation where AACC and the UC sides need to be upgraded and the upgrades cannot occur in the same maintenance windows, Avaya recommends that AACC is upgraded first and the UC is upgraded as soon as possible afterwards. During this upgrade period, no call flow changes should be made until both UC and AACC are patched.

Product Release ME 6.2.0.0.3105

Initial Software Version System Platform 6.2.1.0.9 cm 06.2-02.0.823.0 smgr 6.2.12.0 aes 6.1.2.0.32 utility_server 6.2.0.0.15 SM 6.2.0.0.620120 Presence_va 06.01.00.000502 System Platform 6.3.0.0.18002 cm 06.3-03.0.124.0 smgr 6.3.8.0 aes 6..3.0.0.212 utility_server 6.2.0.0.20 SM 6.3.2.0.632028 Presence_va 06.2.0.0.182

Patch vsp-patch-6.2.1.3.9 06.2-02.0.823.0-21049 (SP7.01) SP4_Patch4 612_SuperPatch_4 6.2.3.6.01623106(SP3 patch 6) 06.01.05.06-1204 (SP5 Patch 6)

ME 6.2.2.0.1120

06.03.0.124.0-21106 SP3_r2501719

6.3.3.0.633004

MBT 5.2.1.3.5

cm R015x.02.1.016.4 aes r5-2-1-103ses SES-5.2.1.0-016.4 utility_server 5.2.1.3.5 cm R015x.02.1.016.4 aes r5-2-1-103 ses SES-5.2.1.0-016.4 utility_server 5.2.1.3.6

CM-Patch-20102 AES Patch 5 SES SP7b

MBT 5.2.1.3.6

CM-Patch-20102 AES Patch 5 SES SP7b

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Release Notes

MBT 5.2.1.0.7

System Platform 6.0.3.0.3 cm R015x.02.1.016.4 aes r5-2-3-110 ses SES-5.2.1.0-016.4 utility_server 5.2.1.0.7

6.0.3.10.3 CM-Patch-20102 SES SP7b

Aura FP2 (both on a Physical & Virtualized Environment)

Product
SMGR SM CM AES Presence

Release
6.3 6.3 6.3 6.3 6.2

Initial Software Version


6.3.8.0 Asm-6.3.0.0.630039 cm 06.3-03.0.124.0 6.3.0.0212-0 PS-VA-6.2.1.10.201

Patch
SP3_r2501719 Asm-6.3.3.0.633004 (SP3) 06.03.0.124.0-21106 Super Patch 1 Patch 10

SMGR, CM and AES are installed on System Platform version 6.3.0.0.18002 w SM is installed on RHEL Kickstart csp-6.2-04_25_2013

Aura FP1

Product
SMGR SM CM AES Presence

Release
6.3 6.3 6.2 6.2 6.1

Initial Software Version


6.3.8.0 Asm-6.3.0.0.630039 cm 06.2-02.0.823.0 r6-2-0-18 06.01.00.00-0502

Patch
SP1 r1212 Asm-6.3.1.0.631004 (SP1) 06.2-02.0.823.0-21049 (SP7.01) SuperPatch_2 06.01.05.02-1204 (SP5 Patch 2)

SMGR is installed on System Platform version 6.3.0.0.18002 CM and AES are installed on System Platform version 6.2.1.0.9 with patch 6.2.2.09001.0 Presence is installed on System Platform version 6.0.3.0.3 with patch 6.0.3.10.3 SM is installed using ASM 6.2 RedHat linux Kickstart

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Avaya Aura Contact Center 6.3 Aura FP3 (both on a Physical & Virtualized Environment) Product SMGR SM CM AES Presence Release 6.3 6.3 6.3 6.3 6.2 Initial Software Version 6.3.8.0
Asm-6.3.0.0.630039 cm 06.3-03.0.124.0 6.3.1.0.19

Release Notes

Patch System_Manager_6.3.4_r3401830 asm-6.3.4.0.634014 (SP4)


06.03.0.124.0-21106

PS-6.2.20-304

Aura 6.2

Product
SMGR SM CM AES Presence

Release
6.2 6.2 6.2 6.2 6.1

Initial Software Version


6.2.12.0 Asm-6.2.0.0.60120 cm 06.2-02.0.823.0 r6-2-0-18 06.01.00.00-0502

Patch
SP4_Patch3_r2019 6.2.3.6.01623106(SP3 patch 6) 06.2-02.0.823.0-21049 (SP7.01) SuperPatch_3 06.01.05.06-1204 (SP5 Patch 6)

SMGR, CM and AES are installed on System Platform version 6.2.1.0.9 with patch 6.2.2.09001.0 Presence is installed on System Platform version 6.0.3.0.3 with patch 6.0.3.10.3 SM is installed using ASM 5.6 RedHat linux Kickstart
Aura 6.1

Product
SMGR SM CM AES Presence

Release
6.1 6.1 6.1 6.1 6.1

Initial Software Version


6.2.12.1 Asm-6.1.0.0.610023 cm 00.1.510.1 aes 6.1.2.0.32 06.01.00.00-0502

Patch
SP8_Patch4 r2011 asm-6.1.7.0.617012 (SP7) 00.1.510.1-(sp11.01) 21061 612_SuperPatch_4 06.01.05.06-1204 (SP5 Patch 6)

SMGR, CM, AES and Presence are installed on System Platform version 6.0.3.0.3 with patch 6.0.3.10.3 SM is installed using ASM 5.5 RedHat linux Kickstart

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Release Notes

5.2

Product
SES CM AES

Release
5.2 5.2 5.2

Initial Software Version


02.1.106.4 02.1.106.4 R5-2-4-114-0

Patch
SP7b 02.1.106.4-20102 (SP14)

CM, AES and SES are installed as Software Only systems

Note that Unified Communication products (CS1000, CM, AES etc.) and other products in your solution follow independent lifecycle dates. Depending on their lifecycle state, full support may not be available on older versions of these products. In case where AACC patches require a dependent patch on the switch, that patch may not be available on an old switch release that is in End of Manufacture Support lifecycle state. Please refer to lifecycle bulletins specific to the products/versions in your solution.

Configuration Issues
wi01078943: "183 Session Progress" msg into AACC causes call drop if agent doesn't answer before 8 seconds

On page 5 of 22 under trunk-group on Communication Manager (CM), there is a setting Convert 180 to 183 for Early Media? Please ensure that this is set to no for all trunk groups used within AACC.

wi01083339:

Need to Add "Per Station CPN - Send Calling Number" feature configuration as mandatory in "Creating Agent extensions" When configuring / adding / modifying Agent stations, Please ensure that "Per Station CPN - Send Calling Number" feature is enabled. This is enabled by default when creating a station & is located on page 2 of station configuration on CM. Note: if Per Station CPN - Send Calling Number is turned on, nothing is displayed besides the setting, if turned off n is displayed. This feature is turned off to prevent sending the stations CLI when out dialing. AACC does not support turning off this feature. Wi00985181 Backing up and Restore of Certificate Manager store and relevant information

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Avaya Aura Contact Center 6.3

Release Notes

Certificate Manager is not linked to the main backup and restore of AACC proper and therefore has to be backed up in addition to the main AACC backup and restore procedure. Before the upgrade 1. Take note of content of the Certificate Store, number of certificates in the store and their values. 2. Stop all AACC services 3. Open Certificate Manager and go to the Store Maintenance tab 4. Select the location where you want the backup to be saved and then hit Backup button 5. In addition to this there is a manual step where the user will have to follow the next steps 6. Open a notepad or WordPad application. 7. Go to HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Services\CCMS_SIP_Service\Parameters\ JVMOptions An entry in there called -Dcom.nortel.contactcenter.sgm.security.KeyStorePwd , copy out the Value data into a text file and store in a safe area. This is the encrypted password to access Certificate Manager. Upgrade your system. After upgrade There is one mandatory step and based on the result of this step the possibility of a several other steps being required. 1. Open Certificate Manager, If access to the Certificate Store fails then this means that the original password in the registry 2. entry has been overwritten with the default __avaya (thats two underscores). (a) Use this password (__avaya) and check its contents. If the contents are the same as before the upgrade then no other action is required as the store has remained untouched during the upgrade process. Successful access using this __avaya password will usually result in a certificate store that has been upgraded and therefore original contents will be overwritten. (b) If access is possible with the original password then again check the contents of the store to confirm it is the original one and the upgrade has not overwritten it. No other action is required if this is the case. 3. [OPTIONAL] If the check on the Certificate Manager shows that the original certificates have been overwritten by the upgrade then performed the following steps 4. Stop all AACC services 8. Open Certificate Manager and go to the Store Maintenance tab 9. Browse to where the backup was saved to 10. Select the Restore button 11. Copy the saved password back into the -Dcom.nortel.contactcenter.sgm.security.KeyStorePwd registry location Reopen the Certificate Manager and confirm the contents have been restored to their pre-upgrade state.

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Avaya Aura Contact Center 6.3

Release Notes

wi01087600

Preservation of AACC Call Redirection Support Settings on Downgrade & Upgrade

Settings for the AACC Call Redirection Support feature are stored within file: <ContactCenterDrive>\Avaya\Contact Center\Manager Server\iccm\sgm\config\SGM.properties This file can be directly modified by users to change various SGM settings. On removal of Service Pack 11, this file is not retained (it is not removed but is replaced by a previous version). Therefore, any new settings that have been introduced by the user are lost. To assist in the preservation of new user data, a backup of the file is created. This backup can be retrieved and reused after downgrading or upgrading from Service Pack 11. On removal of Service Pack 11, the above file is backed up as follows:
Back-up File Name: AvayaAura_CCMS_6.3.211.0_SGM.properties.bkp Back-up File Location: <ContactCenterDrive>:\Avaya\Contact Center\Manager Server\iccm\sgm\config

Downgrades: If downgrading results in a loss of data, please follow the steps described:
1. 2. 3. 4. 5. Remove Service Pack 11 Install your chosen Service Pack Retrieve SGM.properties file backup Replace existing SGM.Properties with backup copy (rename backup copy) Restart Avaya Aura Contact Center

Upgrades: In release 6.4 and later, AACC Call Redirection settings have been migrated from SGM.properties to the CCMS database. These settings are now modifiable via: CCMA->Configuration->Global Settings->Redirection Settings. On upgrade to 6.4 please ensure that any previously modified SGM.properties for AACC Call Redirection Support have their appropriate matching values updated via CCMA->Configuration>Global Settings Please note that database settings take precedence over SGM.properties settings.

Call Redirection with AACC SIP Deployments Call Redirection in an Avaya Aura Contact Center refers to the scenario where a Contact Center agent transfers an inbound Contact Center call to an alternative location which subsequently redirects the call back into the Avaya Aura Contact Center. The alternative location can be one of: Expert (Local to CM or remote) VDN AAEP This redirection can take a number of forms: Coverage on Busy Coverage no Answer Coverage all calls Call Forward all calls Transfer Conference Avaya Inc Proprietary 50

Avaya Aura Contact Center 6.3 Scripting (Vector / AAEP) Call Redirection is not enabled by default with AACC 6.3 SP11.

Release Notes

If you wish to avail of this feature then you need to download the Application Note from support.avaya.com and confirm that your Avaya Aura Unified Communications stack is updated to the correct version (including patches). You should also note the limitations with this feature as documented in the application note. AACC SP 11 aligns with CM 6.3. A change was introduced in CM 6.3 that enables AACC to support redirection from experts on a remote CM. Please refer to the Application Note for more detailed information. Redirection improvements will only apply to AACC SIP with Avaya Aura deployments. The redirection improvements will not apply to AACC SIP CS1k deployments. For AACC SIP CS1k deployments redirection remains an unsupported activity. IMPORTANT NOTE: if you have already enabled redirection on the AACC due to an SP9, SP10 upgrade you will need to manually re-enable redirection after installation of SP11. You will need to re-enable the setting on both the active and standby servers in a HA environment. (Re-enabling simply means editing the configuration file and changing the setting from false to true as outlined in the Redirection Application Note).

Note: With call redirection, an agent can perform a consult transfer to AAEP. However, there is a limitation in a very specific scenario that if an agent were to initiate a consult transfer to AEP and the agent were to select menu options which resulted in AEP sending the call back to AACC and the agent does not complete the transfer before AEP attempts to send the call back to AACC, there is an issue that the agent doesnt get through to the Contact Center (on the consult leg of the call) However, the agent can toggle back to the customer leg of the call as the customer is still on hold so the customer leg is not dropped.

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Release Notes

SIP specific issues


CTI behaviour for Transfer and Conference CTI behaviour of Transfer and Conference in AACC SIP installations is not linked to any particular AACC release but depends on CTI Switch used in the solution: CS 1000 or Avaya Aura Application Enablement Services version 6.2 or greater: o Consultation Transfer Call can only be completed using CTI as Transfer. o Consultation Conference Call can only be completed using CTI as Conference. Avaya Aura Application Enablement Services version 6.1 or earlier: o Consultation Transfer Call can be completed using CTI as either Transfer or Conference. o Consultation Conference Call can be completed using CTI as either Conference or Transfer.

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Release Notes

SIP HA Specific Issues Pre Installation Instructions


HA Installation: Linux version of Avaya Media Server only supported on 32 bit Redhat Enterprise Linux 5.x or 6.3+. The Linux version of the Avaya Media Server is only supported on the 32 bit version of Redhat Enterprise 5.x or 6.3 linux installed only with the linux English language pack.

HA Installation: Avaya G430 / G450 on same Subnet as Avaya Media Server HA Pair If the G430 / G450 is on the same subnet as the Avaya Media Server HA Pair, then ARP Spoofing protection needs to be disabled on the G4x0 to allow for correct operation in the event of an Avaya Media Server Failover. In an Avaya Media Server HA Pair, when the current active AMS fails, the backup AMS will send Gratuitous ARP messages indicating that its MAC address should be used for the Managed IP address of the Avaya Media Server HA pair. The G4x0 is normally configured to enable ARP Spoofing protection which will cause the G4x0 to ignore these GARP messages causing one-way speech path problems when an Avaya Media Server failover occurs. The ARP Spoof protection must be disabled on the G4x0 using the CLI command: no ip arp inspection HA Installation: Avaya G650 Gateway MedPro boards cannot be on same subnet as Avaya Media Server HA Pair Unlike G4x0 gateways, G650 gateways do not allow for ARP Spoofing protection to be turned off at all. Therefore, to avoid the one-way speech path issues indicated above in the event of an AMS HA pair failover, the MedPro boards of any G650 gateways used to communicate with AMS must be homed on a different subnet. This ensures these boards do not need to handle the GARP messages issued by the AMS backup server during a failover. The management IP address of the gateway itself is not likewise impacted, since there is no media traffic with the AMS servers crossing that network interface. That is, the gateways own address can be in any required subnet.

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Release Notes

Post Installation Instructions Configuration Issues


Agents URIs need to be unique across all agents and media type. The domain for IM Presence users should be different from the Voice domain e.g. Agent 1 should have a Voice URI of AgentVoiceURI@voicedomain.com and the presence username should be AgentIMURI@presencedomain.com. Also an agent should not have the same prefix name if they are configured for Voice and Presence. If they have the same name, then this can cause issues on AAAD where an agent wants to make a make a call out of the Contact Center. So the following is not supported and will be blocked in CCMA when creating or modifying an agent e.g. Agent1@voicedomain.com and Agent1@presencedomain.com are not supported. Customers migrating from a CS1K\OCS based install should check that Agents names are unique. Otherwise errors may occur when modifying these agents.

G.729 Codec Support


In configurations where network bandwidth is limited, G.729 can be used as the Voice codec on either the customer leg OR the agent leg of the call. G.729 is NOT supported on both legs of the Contact Center call as this could result in voice quality issues. Customer leg Audio codec preference is controlled by CM configuration (ip-codec-set). If G.729 is the first in the list, then the Customer leg preference is G.729. The AMS must have G.729 in its Audio Codec list. The CM ip-codec-set page is shown below:

Agent leg Audio codec preference is controlled by AMS configuration. If G.729 is required on the agent leg then the G.729 codec should be first in the list in: EM->System Configuration>Media Processing->Audio Codecs Note: G.729 should not be first on the list on both CM and AMS as this will result in G.729 being used in both customer and agent leg of call.

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Avaya Aura Contact Center 6.3

Release Notes

G.729 MUST be in the AMS Audio Codec list is SIP Call Recording is being used as the ACR only uses G.729. Note: As the ACR recording leg is not on the voice path between agent and customer, it will have no impact on voice quality of this call. AMS audio codec configuration is shown below:

Voice Codec Packet Size (ptime) limitations


Voice codecs MUST use a Packet Size (ptime) of 20ms. Larger Packet sizes are not supported.

Known CCT Limitations


It needs to be pointed out that the CCT Lite and Graphical APIs are not supported for SIP deployments. This limitation only applies to custom developed CCT client applications and does not impact AAAD in any way.

Known CCMS limitations


AACC supports limited multiplicity for routed IMs If an agent is enabled with multiplicity then he cannot have IM contact type value greater than 1 in the multiplicity presentation class. What this means is that an agent can handle only one IM call in multiplicity mode. This call can be presented while the agent is on a voice call. Attached bitmap details where this IM contact type value is set. This applies to both the IM providers (Microsoft Office Communications Server & Avaya Presence Services) that AACC can be configured for. This does not affect multiplicity support for other contact types. Also this does not affect support for Peer to Peer IMs or the Routed IMs for non-multiplicity configured agents.

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Avaya Aura Contact Center 6.3

Release Notes

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Avaya Aura Contact Center 6.3

Release Notes

Avaya Media Server


AACC 6.3 includes Avaya Media Server 7.5. Upgrading an existing installation of AMS 7.0 to 7.5 requires full uninstallation of the existing version. Full procedures are documented in NN44400-410 AACC Upgrade and Patch Guide. You should also take note of the items discussed below when performing installations and upgrades of AMS 7.5 for AACC. AACC 6.3 Service Pack 11 includes newer Avaya Media Server and Contact Center Services for AMS (CCSA) installation packages than those supplied with all earlier service packs. If performing upgrades from AACC 6.2 or earlier, ensure you use the installers for your applicable operating system that are supplied in the Service Pack 11 bundle rather than that supplied with the AACC 6.3 DVD or SP8/SP9 bundles. The procedures for upgrading from Service Pack 8, 9 or 10 to Service Pack 11 are provided below.

Note on Terminology
The Contact Center Services for AMS package that is installed on top of Avaya Media Server for use with AACC was previously abbreviated to CCSM (this is a historical reference to MAS or Media Application Server, which was renamed to Avaya Media Server). The abbreviation CCSA is being adopted generally in this document and other AACC user documentation for version 6.3 and moving forward. The term CCSM is still used in some instances below, but only when referencing AACC 6.2 installations.

Installation Notes
Windows Firewall and AMS PVI Checker The latest version of the AACC firewall policy should be applied to Windows based systems when installing AMS 7.5. This is most important for standalone Windows AMS servers where port usage has changed from AMS 7.0 installations. Due to known issues with the AMS PVI Checker (see AMS Known Issues list below), the Windows Firewall should be temporarily disabled when installing AMS 7.5 manually (i.e. as part of applying Service Pack 11). Once AMS installation has completed, the firewall can be safely re-enabled. This applies both to Single Server systems with AACC installed and also to standalone Windows AMS servers. Steps for this are included in the procedures described below. Also note that aside from the known issue reported below, attempting to install AMS whilst the Windows firewall is enabled will cause the AMS installer to appear to freeze for several minutes. This is on account of the PVI Checker also. Do not kill the installation process it will recover. When it does so, it will report failures as per the note above. If you disable the Windows Firewall whilst the AMS PVI Checker screen is still displayed, you can then close the screen and the installation should proceed correctly after a few moments.

Red Hat Enterprise Linux 6.x AMS 7.5 introduces support for RHEL 6.x, though RHEL 5.x is also still supported. Customers, especially those upgrading their existing AMS systems from RHEL 5.x, should note that the Avaya Inc Proprietary 57

Avaya Aura Contact Center 6.3

Release Notes

setup process requires some post-installation configuration steps on Red Hat prior to installing AMS that were not previously necessary when using RHEL 5.x. This is due to the set of default packages installed with the OS having changed for RHEL 6.x and AMS having some package dependencies that are no longer in the default package set. Additional installation steps to cover this are documented in NN44400-311 AACC installation Guide and also NN44400-410 AACC Upgrade and Patch Guide. The following sequence of commands (which should be executed as the root user) summarises the steps needed to apply the correct packages via the yum package manager. Ensure the RHEL 6.x DVD is inserted into your systems DVD drive before completing this procedure: 1. Insert the Red Hat Enterprise Linux (RHEL) DVD in the server DVD drive. 2. Change to the root user by running the following command: su 3. Mount the RHEL DVD by running the following commands: mkdir mnt/cdrom mount -t auto /dev/cdrom /mnt/cdrom 4. Set up the YUM repository by copying the yum .repo file from the RHEL DVD, using the following command: cp /mnt/cdrom/media.repo /etc/yum.repos.d/ 5. Set up the YUM repository .repo file permissions using the following command: chmod +rw /etc/yum.repos.d/media.repo 6. Configure YUM to point to the mounted DVD image. For example, enter: echo -e "baseurl=file:///mnt/cdrom\nenabled=1" >> /etc/yum.repos.d/media.repo 7. Use the YUM command to install all the packages required by Avaya Media Server: yum install libX11.i686 yum install libXdmcp.i686 yum install net-snmp-utils Also note that the use of desktop GUIs such as Gnome or KDE is not supported on RHEL systems operating Avaya Media Server. ccsaupgrade vs. masupgrade Certain MAS/AMS upgrade procedures in the past have involved the use of the masupgrade command line utility to restore configuration and application content backups from the earlier MAS/AMS version to the newer version. This step was performed after installation of the updated AMS and CCSM versions was completed. When upgrading to AMS 7.5, a similar step is necessary to upgrade and restore the backups taken from the AMS 7.0 system. However, due to certain database content in these backups for CCSM

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Release Notes

that is no longer applicable to AACC 6.3, running the masupgrade tool on these backups will result in the CCSA applications (particularly Agent Greeting) being inoperable. Dont panic. To address this, CCSA now includes a new command line utility of its own, named ccsaupgrade. This should now be used instead of the existing masupgrade tool. (This is also reflected in NN44400-410 AACC Upgrade and Patch Guide.) This utility accepts zero, one or two backup files as command line arguments and will perform the upgrade of these as per the masupgrade utility and then subsequently update the database to remove the redundant and incompatible configuration data for CCSA. If you supply no command line arguments, it will simply perform the last step. That is to say if you previously ran masupgrade on your backups before reading this note, you can run ccsaupgrade with no arguments to correct the AMS database accordingly. The tool can be run multiple times without ill effect. New Single Server installations of AACC 6.3 SP11 If performing a new Single Server (AACC + AMS on a single Windows instance) installation of AACC 6.3 SP11 by using the AACC 6.3 DVD in conjunction with the SP11 release bundle for install time patching, you must still manually upgrade the version of CCSA after completing the installation wizard. This is because the AACC installation wizard does not use the CCSA version supplied in release bundles in preference to that supplied on the DVD as part of the install time patching process. To perform this upgrade, simply follow the procedure in the section below. Upgrading AMS on Windows servers from AACC 6.3 SP10 to SP11 The versions of AMS and CCSA used by SP11 have all changed from those provided with SP10. SP10 and SP11 both use the same version of Tomcat. Follow this procedure to upgrade these on your existing SP11 system. 1) If this is an AMS primary node, perform a backup of System Configuration and Application Content via the Tools -> Backup and Restore -> Backup Tasks page in AMS Element Manager. Note: The default location for AMS backups is %MASHOME%\platdata\EAM\Backups. 2) If this is a Single Server (AACC+AMS) environment, shutdown AACC via the System Control and Monitor Utility 3) Uninstall Contact Center Services for AMS via the Windows Control Panel 4) Locate the Install Software\AMS\Windows folder on the SP11 Release Bundle, launch the Avaya Media Server installer and proceed through the installation wizard: InstallerMAS.exe 5) Launch the Contact Center Services for AMS installer and proceed through the installation wizard: ContactCenterServicesForAMS.msi 6) Apply all available AMS and CCSA QFE patches. a. Copy all available patch ZIP files to the %MASHOME%\QFE folder

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Avaya Aura Contact Center 6.3 b. Run the following command: maspatch apply all 7) Reboot the server

Release Notes

Upgrading AMS on Windows servers from AACC 6.3 SP8/SP9 to SP11 The versions of AMS, Tomcat and CCSA used by SP11 have all changed from those provided with SP8 and SP9. Follow this procedure to upgrade these on your existing SP8 or SP9 system. 1) If this is an AMS primary node, perform a backup of System Configuration and Application Content via the Tools -> Backup and Restore -> Backup Tasks page in AMS Element Manager. Note: The default location for AMS backups is %MASHOME%\platdata\EAM\Backups. 2) If this is a Single Server (AACC+AMS) environment, shutdown AACC via the System Control and Monitor Utility 3) Uninstall Contact Center Services for AMS via the Windows Control Panel 4) If this is a standalone AMS server, uninstall Contact Center Tomcat Instance via the Windows Control Panel. (For a Single Server system, this step is not necessary, since Tomcat is upgraded via the Third Party Software Upgrade utility supplied with the AACC 6.3 SP10 and SP11 Release Bundles.) 5) Locate the Install Software\AMS\Windows folder on the SP11 Release Bundle, launch the Avaya Media Server installer and proceed through the installation wizard: InstallerMAS.exe 6) If this is a standalone AMS server, install the Contact Center Tomcat Instance: a. Locate the 32-bit Tomcat folder on the AACC 6.3 SP11 Release Bundle: <drive>:\ThirdParty\ThirdPartySoftware\TomcatAMS\Tomcat6.0.35 b. Launch the Tomcat installer: ContactCenterTomcatInstall.msi 7) Return to the Install Software\AMS\Windows folder, launch the Contact Center Services for AMS installer and proceed through the installation wizard: ContactCenterServicesForAMS.msi 8) Apply all available AMS and CCSA QFE patches. a. Copy all available patch ZIP files to the %MASHOME%\QFE folder b. Run the following command: maspatch apply all 9) Reboot the server Upgrading AMS on Windows servers from AACC 6.2 to 6.3 SP11 Upgrading an existing AMS installation from AACC 6.2 to AACC 6.3 implies replacing AMS 7.0 with AMS 7.5. The procedure below accomplishes this task and accounts for both standalone AMS installations and Single Server (AACC + AMS on a single Windows instance) installations. Note that this upgrade process is not documented in the AACC 6.3 user documentation, but addressed here only. Note on standalone AMS installations

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Avaya Aura Contact Center 6.3

Release Notes

Avaya no longer supports standalone deployments of Avaya Media Server on Windows for new AACC customers from version 6.3 onwards. As such, there is no longer an option available on the AACC 6.3 DVD to install only Avaya Media Server. For existing customers of AACC 6.2 or earlier using standalone AMS deployments on Windows, these can be upgraded to AMS 7.5 for use with AACC 6.3 using the procedure below and will be supported.

Upgrade Procedure Note that for Single Server environments, this task should be performed after applying SP11 to AACC itself. It cannot be performed in parallel with that task on a Single Server environment. Where referenced below, the AMS, Tomcat and CCSA installation packages MUST be taken from the AACC 6.3 SP11 Release Bundle and not the AACC 6.3 DVD. 1) If this is a standalone AMS environment and you are upgrading a primary server, ensure you retain a copy of your current AMS license keys (you do not need to do so for secondary or standard servers in a multi-node AMS cluster). If you do not have the original license file containing these to hand, you can copy the current license key content from the License Keys field on the Licensing General Settings page in Element Manager into a text file and save this in a secure location. 2) Apply the latest AACC Windows Firewall Policy a) Launch the firewall policy tool Start -> Administrative Tools -> Windows Firewall Policy with Advanced Security b) Click Import Policy, answer Yes when prompted, and locate the AACC Firewall Policy file on the AACC 6.3 DVD or SP11 Release Bundle: <drive>:\AACCFirewallPolicy\AACC Firewall Policy (Ver 1.17).wfw Note: In order to enable Rollback of this policy it is recommended that you export your existing Firewall setting from the Windows Firewall with Advanced Security application before you apply this AACC Firewall Policy. If you subsequently need to roll back the policy, you can import your saved policy file and this will remove the new AACC policy settings. 3) Disable the Windows Firewall (see notes on this in the firewall section above) 4) If you have deployed any locale specific media files to the AMS filesystem (as opposed to the Content Store), take a backup of these files. These will have been deployed in the relevant locale sub-folders of %MASHOME%\platdata\Announcements\contactcenter\default 5) If this is an AMS primary node, perform a backup of System Configuration and Application Content via the Tools -> Backup and Restore -> Backup Tasks page in AMS Element Manager. Do not include Network Data in your backup. Note: The default location for AMS backups is %MASHOME%\platdata\EAM\Backups. When uninstalling the existing AMS version, this folder will be left intact if any backups are present. 6) If this is a Single Server (AACC+AMS) environment, shutdown AACC via the System Control and Monitor Utility 7) Uninstall AMS: a) If the AACC system was NOT previously upgraded from AACC 6.0 or 6.1, uninstall AMS using the AACC Uninstall tool (Start -> All Programs -> Avaya -> Contact Center -> Uninstall Contact Center). b) Otherwise, uninstall AMS via the Windows Control Panel.

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Avaya Aura Contact Center 6.3

Release Notes

i) If this is a Single Server co-resident installation with AACC, uninstall CCEXPRESS_ICPCONFIG ii) Uninstall Contact Center Services for AMS iii) Uninstall Avaya Media Server Application Platform. When prompted whether to Preserve or Remove system data, select the Remove option. 8) Do not reboot if prompted to do so after uninstalling AMS. (If you do so and this is a Single Server environment, remember to shutdown AACC again after rebooting.) 9) Locate the Install Software\AMS\Windows folder on the SP11 Release Bundle and launch the Avaya Media Server installer: InstallerMAS.exe 10) Proceed through the installation wizard a) When prompted for the installation path, the recommended path to use is D:\Avaya\MAS. (This assumes that AACC has been installed at its default location of D:\Avaya.) b) Ensure that the Install Element Manager option is selected 11) Do not reboot when prompted to do so after installing AMS. (If you do so and this is a Single Server environment, some AACC or AMS services will fail to start. However, this will be resolved after rebooting at step 17 below.) 12) If this is a standalone AMS environment, install the Contact Center Tomcat Instance: a) Locate the Tomcat folder on the AACC 6.3 SP11 Release Bundle: <drive>:\ThirdParty\ThirdPartySoftware\TomcatAMS\Tomcat6.0.35 b) Launch the Tomcat installer: ContactCenterTomcatInstall.msi 13) Locate the AMS Windows folder on the SP11 Release Bundle and launch the Contact Center Services for AMS installer: <drive>:\Install Software\AMS\Windows\ContactCenterServicesForAMS.msi 14) Proceed through the installation wizard 15) Apply all available AMS and CCSA QFE patches. (Patches available at time of writing this are identified in section Additional Avaya Media Server Updates a) Unzip the packages which contain QFE ZIP files for both Linux and Windows. b) Copy all available Windows QFE patch ZIP files to the %MASHOME%\QFE folder c) Run the following command: maspatch apply all 16) Reboot the server 17) If this is an AMS primary node, upgrade and restore the backups taken in step 5 using the ccsaupgrade command-line tool: ccsaupgrade <system-config-backup > <app-data-backup> 18) Re-enable the Windows Firewall 19) Restore the locale specific media files that were backed up in Step 4 (if any). 20) If this is a standalone AMS environment, re-apply your AMS license via the Licensing General Settings page in Element Manager

Notes on this procedure: A. At step 7 above, if the system was originally installed with AACC 6.2 (and not upgraded from 6.0 or 6.1), this implies that the current Avaya MS major version (i.e. 7.0) on the Windows server was installed via the AACC 6.2 setup wizard on the DVD (you may have upgraded the AMS loads for SP5 or SP6 in the meantime, but this is not significant as these still use the same major version). In this situation, if you attempt to use the Windows Control Panel to uninstall AMS, you will most likely encounter problems. Depending upon

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Avaya Aura Contact Center 6.3

Release Notes

the particular AACC 6.2 Service Pack currently installed, you either will not be able to do so properly, or doing so will result in the AMS database being left on the system and consequently blocking the installation of newer AMS releases (this is a side-effect of the AACC DVD controller performing a silent installation of AMS, as opposed to a bug of the AMS uninstallation tool). If you do attempt this though (because you did not read these instructions first) and find yourself in the latter situation, re-run the AMS installation file from your current service pack release bundle (eg. SP5, SP6 or SP7 as appropriate) to recover the system and then uninstall AMS again via the Uninstall Contact Center utility.) B. At step 9, if this is a Single Server environment and AACC was not already shutdown (per step 6), this will cause the AMS PVI Checker to flag failure conditions due to conflicting port utilisation between AACC and AMS. Installation of CCSA re-configures AMS to avoid any port conflicts, and a final reboot of the server (at step 16) then allows all services to start correctly. C. At step 17, it actually does not matter which order you supply the backup archive files to the ccsaupgrade utility. However, for the record, when creating backups via Element Manager, the backups will be numbered from 0 upwards per the items included in the backup. For example: System Configuration: PreUpgrade0_PALAB53__2012_09_17_0_16_53.zip Application Content: PreUpgrade1_PALAB53__2012_09_17_0_17_2.zip where PreUpgrade is the name of the backup task created via Element Manager, and PALAB53 is the hostname. Upgrading AMS on Windows servers from AACC 6.0 or 6.1 There is no direct upgrade path from the MAS version deployed with AACC 6.0 or 6.1 (MAS 6.4) to AMS 7.5. You must first upgrade to AMS 7.0 before upgrading to AMS 7.5. Refer to AACC 6.2 SP6 or SP7 release notes for instructions on this process. Upgrading AMS on Red Hat Enterprise Linux servers from AACC 6.3 SP8/SP9/SP10 to SP11 The versions of AMS and CCSA used by SP11 have all changed from those provided with SP8, SP9 and SP10. Follow this procedure to upgrade these on your existing SP8, SP9 or SP 10 system. 1) 2) 3) 4) 5) Locate the Install Software/AMS/Linux folder on the SP11 Release Bundle and copy the files located there to a temporary location on your Linux server Log onto the Linux server as the root user Launch the AMS installation package from the command line and proceed through the installation wizard: MediaServer_7.5.0.1140_2013.06.13.bin Launch the Contact Center Services for AMS installation package from the command line: ContactCenterServicesForAMS_6.3.0.115 Apply all available AMS and CCSA QFE patches. (Patches available at time of writing this are identified in section Additional Avaya Media Server Updates a. Unzip the packages which contain QFE ZIP files for both Linux and Windows. b. Copy all available Linux QFE patch ZIP files to the $MASHOME/qfe folder c. Run the following command: maspatch apply all

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Avaya Aura Contact Center 6.3

Release Notes

If upgrading an AMS HA pair, perform this task on the backup server, then restart AMS (via the Element Status page in Element Manager) on the primary server to force a switchover before repeating the upgrade steps on the primary server. You can then restart AMS on the backup server to switch back to the primary server again. Upgrading AMS on Red Hat Enterprise Linux servers from AACC 6.2 to 6.3 SP11 Procedures for this are described in NN44400-410 AACC Upgrade and Patch Guide. As above, note that you should use the CCSA installation package supplied with the SP11 release bundle as opposed to that supplied with the AACC 6.3 DVD.

SNMP Support for AMS


The Avaya Media Server version included in AACC 6.3 SP11 (7.5.0.1140), includes the AMS MIB file required for SNMP support. The MIB file is located at: Windows: %MASHOME%\MIB\AVMediaServer-smi2.mib Linux: $MASHOME/MIB/AVMediaServer-smi2.mib

CS1000 AML Installations Communication Control Toolkit Pre Installation Instructions


None.

Installation Instructions
None.

Post Installation Instructions


None.

Configuration Issues
None.

Issues Common to all Installations


None.

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Avaya Aura Contact Center 6.3

Release Notes

Contact Center Manager Server Installation Instructions


Install time patching of the AvayaAura_CCMS_ServicePack is mandatory. x64 JRE version now required for CCMS If you are upgrading a system that does not have the x64 JRE version you must install it prior to the installation of the CCMS Service Pack. To perform the install of jre1.6.0_21_x64 on CCMS, first stop CCMS using SCMU. With CCMS stopped, install jre1.6.0_21_x64 from the ThirdParty folder of the Service Pack bundle.

Post Installation Instructions


If upgrading from AACC 6.1 Service Pack 3 (or lower), the Server Configuration 'Apply All' must be run (wi01013091). 1. Start Menu > All Programs > Avaya > Contact Center > Manager Server > Server Configuration 2. Click the 'Apply All' button.

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Avaya Aura Contact Center 6.3

Release Notes

License Manager Pre Installation Instructions


X64 JRE version Now required for standalone License Manager If you are upgrading a system with a standalone License Manager that does not have x64 JRE version you must install the x64 JRE prior to the installation of the License Manager service pack. To perform the install of jre1.6.0_21_x64 on standalone License Manager, first stop License Manager using SCMU. With License Manager stopped, install jre1.6.0_21_x64 from the ThirdParty folder of the Service Pack bundle Changes to the way CCTOMCATSRV is handled during startup/shutdown. AACC 6.2 SP5 RU03, introduced changes to the way CCTOMCATSRV is handled during startup/shutdown. The changes support the WebLM requirement to have CCTOMCATSRV running when CCT is shutdown. In a SIP system with SMMC managing the start-up/shutdown: SCMU does not display CCTOMCATSRV in the service list for LM and CCT. SMMC starts CCTOMCATSRV when starting LM or CCT. SMMC will never stop CCTOMCATSRV. SCMU stops CCTOMCATSRV when patching LM and CCT. In a non-SIP system with SCMU managing the start-up/shutdown: SCMU displays CCTOMCATSRV in the service list for LM and CCT. SCMU starts CCTOMCATSRV when starting LM and CCT. SCMU will not stop CCTOMCATSRV except in the case of LM and CCT patching. During patching of CCT or LM CCTOMCATSRV is shutdown. To start CCTOMCATSRV, SCMU must be invoked to start either CCT or LM.

Installation Instructions
None.

Post Installation Instructions


None.

Configuration Issues

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Avaya Aura Contact Center 6.3

Release Notes

wi00969949 Changing default TOMCAT port to avoid conflicts with third party software The default HTTP port (8081) of the Tomcat server hosting WebLM can conflict with third party applications. In the case of such conflicts follow these steps to modify the HTTP port used by Tomcat: - Open the server.xml Tomcat config file located at: D:\Avaya\Contact Center\apachetomcat\conf\server.xml - Locate the non-SSL HTTP\1.1 Connector section which defines the connection on port 8081: <!-- A "Connector" represents an endpoint by which requests are received and responses are returned. Documentation at : Java HTTP Connector: /docs/config/http.html (blocking & non-blocking) Java AJP Connector: /docs/config/ajp.html APR (HTTP/AJP) Connector: /docs/apr.html Define a non-SSL HTTP/1.1 Connector on port 8080 --> <Connector port="8081" protocol="HTTP/1.1" connectionTimeout="20000" redirectPort="8443"></Connector> Change the port parameter to a new value eg. 8082

<Connector port="8082" protocol="HTTP/1.1" connectionTimeout="20000" redirectPort="8443"></Connector> Save the changes to server.xml Restart Tomcat o On the Start menu, choose All Programs > Administrative Tools > Services. o Right-click the Contact Center Tomcat Instance service, and click Stop. o Right-click the Contact Center Tomcat Instance service, and click Start. o Close the services window

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Avaya Aura Contact Center 6.3

Release Notes

Server Utility Pre Installation Instructions


None.

Installation Instructions
Install time patching of the AvayaAura_CCMSU__ServicePack is mandatory.

Post Installation Instructions


None.

Configuration Issues
None.

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68

Avaya Aura Contact Center 6.3

Release Notes

Contact Center Manager Administration Pre Installation Instructions


Ensure that you have accurately completed the Section Installing operating system components for Contact Center Manager Administration from the Avaya Aura Contact Center Installation document NN44400-311. Failure to correctly install the required Operating System roles before installing the Contact Center Software will result in a failed installation. The Sybase Open Client is only required on the CCMA server if the server is going to be used to manage a pre 7.0 NES CCMS or NCC server. Due to the inclusion of Localisation content in AACC 6.3 SP8, the install time is longer for this and subsequent Service Packs than it was for earlier Service Packs. Crystal Reports Server Embedded 2008 If performing a fresh install of AACC 6.3, and the server had a previous release of AACC installed, Crystal Reports Server 2008 must be removed. 1. Stop CCMA using SCMU 2. From Control Panel, select Uninstall a program 3. Select Crystal Reports Server Embedded 2008 and remove

ActiveX Controls.msi file update


Use the AACC 6.3 SU11 ActiveXControls.msi to distribute the CCMA ActiveX Controls to CCMA Client machines where the local user does not have permission to download ActiveX controls within Internet Explorer. You only need to use this file if your Contact Center security policy does not allow all users to log on to the client PCs with administrator privileges. In this scenario, the automatic download process for the Contact Center Manager Administration controls will not function. For those users who have a central management tool in their network, such as a Systems Management Server (SMS), Avaya bundled the required controls into a single file called ActiveX Controls.msi. The SMS server can be used to run this file and silently install all the required controls on all the SMS clients, regardless of the level of user who logs on to the PC.

Skillset Naming
AACC uses a naming convention to identify the contact type of skillsets. The convention consists of a two letter prefix followed by an underscore e.g. EM_ for email skillsets. Before upgrading from earlier releases of NES or AACC it is important to check that skillset names for voice skillsets on the system will not conflict with this convention as they may be displayed incorrectly after the upgrade. The reserved prefixes are documented in Commissioning guide. Voice skillsets starting with these reserved prefixes should be renamed prior to upgrading to AACC.

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Avaya Aura Contact Center 6.3

Release Notes

Installation Instructions
Install time patching of the AvayaAura_CCMA__ServicePack is mandatory.

Post Installation Instructions


Crystal Reports Server Embedded 2008 The current supported version of Crystal Reports Server Embedded 2008 is SP5. Use the following setup to replace the current installed version: Uninstall current version of Crystal Reports Server Embedded 2008 1. Stop CCMA using SCMU 2. From control Panel, select Uninstall a program 3. Note the Crystal Reports Server Embedded 2008 Language Packs installed 4. Uninstall Crystal Reports Server Embedded 2008 Install Crystal Reports Server Embedded 2008 SP5 5. Double-click setup.exe located in the folder ThirdParty\Crystal RAS 2008 6. When the Crystal Reports Server Embedded 2008 SP5 installation completes, Open a cmd window and type the following text: "<installdrive>:\Avaya\Contact Center\Manager Administration\Server\RCW\bin\RCWUtility" updatepath Where <installdrive> is the drive where CCMA is installed. Press Enter. Start CCMA and install Crystal Language Packs 7. Start CCMA using SCMU 8. Install the Crystal Reports Server Embedded 2008 Language Packs noted in Step 3. These are located under ThirdParty\Crystal RAS 2008\package\langs.

Configuration Issues
Custom Historical Reports created with pre 9.0 Crystal Designer may not work correctly: Custom historical report templates that were created using a version of Crystal designer prior to 9.0 may not display correctly when run through this release. Certain fields on the reports are no longer supported by the Crystal Reports 2008 runtime. The reports must be updated to replace these fields. Please contact the CCMA team if this issue arises. Anonymous binding to Active Directory from CCMA The anonymous bind option in the Associated Users section of Access and Partition Management and Contact Center Management has been removed in this release as it was considered a security vulnerability.

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Avaya Aura Contact Center 6.3

Release Notes

Communication Control Toolkit Pre Installation Instructions


x64 JRE version Now required for CCT If you are upgrading a system that does not have the x64 JRE version you must install it prior to the installation of the CCT Service Pack. To perform the install of jre1.6.0_21_x64 on CCT, first stop CCT using SCMU. With CCT stopped, install jre1.6.0_21_x64 from the ThirdParty folder of the Service Pack bundle

Changes to the way CCTOMCATSRV is handled during startup/shutdown. AACC 6.2 SP5 introduced changes to the way CCTOMCATSRV is handled during start-up/shutdown. The changes support the WebLM requirement to have CCTOMCATSRV running when CCT is shutdown. In a SIP system with SMMC managing the start-up/shutdown: SCMU does not display CCTOMCATSRV in the service list for LM and CCT. SMMC starts CCTOMCATSRV when starting LM or CCT. SMMC will never stop CCTOMCATSRV. SCMU stops CCTOMCATSRV when patching LM and CCT. In a non-SIP system with SCMU managing the start-up/shutdown: SCMU displays CCTOMCATSRV in the service list for LM and CCT. SCMU starts CCTOMCATSRV when starting LM and CCT. SCMU will not stop CCTOMCATSRV except in the case of LM and CCT patching. During patching of CCT or LM CCTOMCATSRV is shutdown. To start CCTOMCATSRV, SCMU must be invoked to start either CCT or LM.

Custom changes to CCT Server RestrictedSessionAppNames will not be maintained Any custom changes to the RestrictedSessionAppNames section of the Nortel.CCT.Service.exe.config file will not be maintained following an AACC 6.3upgrade. To maintain any custom changes please back-up these changes prior to uninstalling the software and manually re-add the custom changes following the Service Pack 6 installation The RestrictedSessionAppNames features limits the maximum number of resources that can be allocated to a particular CCT client application regardless of the configuration settings within CCT.

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Avaya Aura Contact Center 6.3

Release Notes

Re-starting AML CCT while agent is on a voice call will remove call representation in any CCT client If an Agent is on a voice call while and AML installation of CCT is restarted will remove the call representation from any CCT client. This will not affect the physical call in any respect. The Agent must complete all operations on the physical phone set.

Installation Instructions
None.

Post Installation Instructions


wi00928172 Server Config:Configuration of WS Open Interfaces is reset to default setting when removing/applying SP Installing AACC 6.3 causes the CCT WebService config to be overwritten. If there were existing settings then the configuration needs to be reset as follows: - CCT CCT Console / Server Configuration / CCT Web Services. This change requires a restart of the services to take effect.

Configuration Issues
wi00969949 Changing default TOMCAT port to avoid conflicts with third party software The default HTTP port (8081) of the Tomcat server hosting CCT WebAdmin can conflict with third party applications. In the case of such conflicts follow these steps to modify the HTTP port used by Tomcat: - Open the server.xml Tomcat config file located at: D:\Avaya\Contact Center\apachetomcat\conf\server.xml - Locate the non-SSL HTTP\1.1 Connector section which defines the connection on port 8081:
<!-- A "Connector" represents an endpoint by which requests are received and responses are returned. Documentation at : Java HTTP Connector: /docs/config/http.html (blocking & non-blocking) Java AJP Connector: /docs/config/ajp.html APR (HTTP/AJP) Connector: /docs/apr.html Define a non-SSL HTTP/1.1 Connector on port 8080 --> <Connector port="8081" protocol="HTTP/1.1" connectionTimeout="20000" redirectPort="8443"></Connector>

Change the port parameter to a new value eg. 8082

<Connector port="8082" protocol="HTTP/1.1" connectionTimeout="20000" redirectPort="8443"></Connector>

Save the changes to server.xml

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Avaya Aura Contact Center 6.3 -

Release Notes

Restart Tomcat o On the Start menu, choose All Programs > Administrative Tools > Services. o Right-click the Contact Center Tomcat Instance service, and click Stop. o Right-click the Contact Center Tomcat Instance service, and click Start. o Close the services window

In non-KnowledgeWorker environments, the CCT WebAdmin URL needs to be updated in CCMA once the default HTTP port has been modified in Tomcat. This ensures the CCT WebAdmin can be successfully launched from CCMA. Open CCMA and navigate to the Configuration page Highlight the CCT server in question on the left hand tree view Select Server->Edit Properties (or alternatively right-click the selected CCT server and select Edit Properties) Update the port number entry to match the port number configured in the Tomcat WebAdmin, eg. 8082 from the example above Click the Submit button

CCT is not operational after restart of CCMS SIP service

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73

Avaya Aura Contact Center 6.3

Release Notes

A restart of the CCMS SIP service can cause the CCT connection to the CMF Web Service to become unresponsive. Workaround This can happen when CCT has not detected that the CMF has restarted. The CMF WS link down detection in CCT is configurable to allow this failure threshold to be modified. To change the link failure threshold modify the following values in Nortel.CCT.Service.exe.config ([AACCInstallDrive]:\Avaya\Contact Center\CCT): <!-===================================================================== --> <!-- LinkTimeout: Timeout in seconds for polling of the link to CMF --> <!-- WebService. An accepted polling failure threshold is applied. --> <!-===================================================================== --> <add key="LinkTimeout" value="8" /> <!-===================================================================== --> <!-- LinkErrorThreshold: defines the number of failed link polling --> <!-- messages allowed before a 'Shutdown' event is triggered. Defined --> <!-- value is 3 which allows for a maximum outage of 24 seconds at the --> <!-- default linkTimeout of 8 seconds. --> <!-===================================================================== --> <add key="LinkErrorThreshold" value="3" />

CCT on AML installation times out during start-up In an AML system where the switch hardware or physical server hardware does not meet the minimum specification CCT can fail to start and record the following error Timeout. Check the configuration of the addresses. This can happen when the system in under considerable load e.g. after a HA switchover. Workaround Launch Regedit, navigate to HKEY_LOCAL_MACHINE \ Software \ Wow6432node \ Nortel \ Communication Control Toolkit\DN registration Settings\ The registry key MaxDNRegistrationRequests controls the number of DN Registration requests sent out by CCT at a time. If the hardware does not meet the minimum requirement, please reduce this value by a half. Please note: Changing this value will increase the CCT start-up time considerably, the default setting has been set to ensure optimum performance.

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74

Avaya Aura Contact Center 6.3

Release Notes

wi01068722 AML6.3_CCMS_CAD updates incorrectly when agent1 transfer local CDN to another agent after receiving networking call from remote site This internally raised WI is a non-issue the network location in question experiencing the call data issue was using NES 6.0 which is no longer supported. Once this network location was upgraded to a supported line-up the issue was not reproducible.

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75

Avaya Aura Contact Center 6.3

Release Notes

Contact Center Web Stats Pre Installation Instructions


None.

Installation Instructions
None.

Post Installation Instructions


None.

Configuration Issues
None.

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76

Avaya Aura Contact Center 6.3

Release Notes

Contact Centre Multimedia Pre Installation Instructions


Ensure that you have accurately completed the Section Installing operating system c omponents for Contact Center Manager Administration from the Avaya Aura Contact Center Installation document NN44400-311. Failure to correctly install the required Operating System roles before installing the Contact Center Software will result in a failed installation. wi01029680 AACC 6.2 SP6 - Default welcome message overwritten during SP uninstall The Default Welcome Message for webchat is overwritten by the default Avaya message after SP install. The message is updated by the base install after one SP is removed and before next SP is installed. Note: this issue does not occur for Welcome Messages configured per skillset. Issue is specific to the Default Welcome Message when no Welcome Message is configured for a skillset. Workaround: After the SP install update the default welcome message to the desired text.

Installation Instructions
Install time patching of the AvayaAura_CCMM__ServicePack is mandatory. x64 JRE version Now required for CCMM If you are upgrading a system that does not have the x64 JRE version you must install it prior to the installation of the CCMMT Service Pack. To perform the install of jre1.6.0_21_x64 on CCT, first stop CCMM using SCMU. With CCMM stopped, install jre1.6.0_21_x64 from the ThirdParty folder of the Service Pack bundle Note: AAAD web page can state that This machine has the correct version of the .NET Framework 3.5 installed. When it is not installed as on an Agent Desktop PC if the Microsoft .NET 3.5 framework is installed and then uninstalled from the PC the Microsoft Internet Explorer browser sometimes does not pick up on the uninstall and sends the incorrect information to the CCMM Server. This does not affect install or launch functionality of the web page. Once an SP/DP is installed on the server with a new version of the AAAD, the next time an Agent launches the AAAD the new software is pushed out to them i.e. automatically installed on their PC. If you subsequently uninstall the SP/DP on the CCMM/CCT server and revert back to the earlier version of software, you must uninstall the later version from the client PCs manually. This is because the AAAD will not run against a CCMM/CCT server that where an earlier version is installed.

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Avaya Aura Contact Center 6.3

Release Notes

Post Installation Instructions


Database Backup failure
If the backup of the CCMM database fails on the existing CCMM server this could be due to Mail attachments with path/filenames exceeding 255 characters. This is due to a limitation of NTFS. The following error will be reported in logs when attempting a backup.
ERROR #5001: xcopy - Initialization error (not enough memory or disk space, invalid drive, or syntax error)

This error does not indicate a failure of the database backup rather a failure to backup the attachment folders and can be worked around by copying the attachment files directly out of the subfolder to the location you require the files stored.

AAAD Minimum Version check


Avaya Aura Agent Desktop (AAAD) implements a minimum version requirement which ensures that the latest version is automatically downloaded onto Agent PCs, via ClickOnce deployment, the next time it is launched after CCMM/CCT with a new version of the AAAD is upgraded. NB: If a site rolls back to an earlier version of CCMM (such as removing a DP, for example), this feature will require Agents to manually remove Avaya Aura Agent Desktop (AAAD) from their PCs using the Windows Control Panel "Add and Remove Programs" (XP) or "Programs and Features" (Vista) tool.

RGN patching
On an RGN configuration the Secondary CCMM has a dependency on the Campus Primary LM being up. After the patch install, the CCMM services may not come up and may become disabled. If this happens, make sure that the license manager is started and then the CCMM services will recover.

Configuration Issues
AAAD HA SSL Environment In a HA environment where SSL is configured, the CCMM backup server should be configured EXACTLY matching the value for the Issued To: from your CCMM cert. This step should be performed using the CCMM admin tool. After making this change, the administrator should check the CCADAppSettings.XML <CCMMBackupServer> tag contains the correct value. Additional AAAD User Settings in CCMM Admin tool The following settings have been added to the CCMM admin tool: Clear Previous Phone Number, defaults to False, which indicates if the phone number is cleared from the initiate call text box on AAAD when a contact is dropped, Clear Previous Email Address, defaults to False, which indicates if the email address is cleared from the initiate email address text box on AAAD when a contact is dropped, Maximum Number of Agent Initiated Emails, defaults to 5, indicates how many concurrent initiated emails can be present on AAAD. AAAD embedded Softphone in My Computer mode Guidelines When the embedded phone in AAAD is operational in my-computer mode ( in Elite adjunct mode of operation or AAAD operating in SIP on Aura platform mode), the following

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guidelines apply: 1) On a certain machine with multiple core/processor, AAAD may exhibit heavy jitter while playing the voice of other end. This may happen due to a known issue on certain machines where the hardware abstraction layer is not able to provide correct value for the high performance counters. This can be resolved by using the steps mentioned in the KB at: http://support.microsoft.com/kb/895980 Note: This is windows wide setting and one should undo the change if it does not resolve the problem. 2) Intermittent one-way talk path has been observed on the Windows 7 machine where the AAAD user could not hear the remote party. In such scenario, it is mandatory to have the Service Pack1 of Windows 7 to be installed due to a known issue on Windows 7. AAAD operation in Citrix environment When AAAD is operating in a Citrix environment, CCAD.exe should be excluded from the Memory Optimization Management Program. Major stability issues for AAAD in a Citrix Environment have been seen to stop happening when this step is performed.

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Release Notes

Orchestration Designer Pre Installation Instructions


None.

Installation Instructions
None.

Post Installation Instructions


None.

Configuration Issues
TFE Stuck In Starting/Master Script will not activate after installing SP5 (Duplicate varsdn variable instance) AACC 6.2 SP5 introduced a new script call variable of type DN called varsdn. If the customer has an existing script call variable called varsdn then there will be two script variables with the same name. This will prevent the Master script from activating and as a result TFE will be showing starting in SCMU. When the script is being activated in Orchestration Designer, an error is displayed indicating that the variable is already referenced. Workaround: Once you delete your varsdn instance, the scripts should compile and the master script should activate. TFE should then start up successfully.

wi01100902 Issue launching Orchestration Designer It has been reported that on some deployments of the orchestration designer that the download and installation of the orchestration designer application from the CCMA web interface is not successful. This issue occurs when there is a corruption in the registry entry for the component on the system. The symptoms visible to the user are: They are asked to continually download and install the orchestration designer component when they click on the Launch Orchestration Designer link in CCMA A work-around for the problem has been identified for the problem: 1) In the CCMA web interface 2) Go to the Scripting Section 3) On the top, click on Orchestration Designer Launch Orchestration Designer You will receive an information message indicating that you need to download the component installation. Click OK on the dialog box 4) Following the instruction in the browser, download and run the executable Avaya Inc Proprietary 80

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5) Perform the installation following the instructions provided. 6) After the installation completes you go to the Star Menu All Programs Avaya Contact Center Orchestration Designer 7) Click on Orchestration Designer application shortcut. 8) This will launch the Orchestration Designer application.

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Security Framework
See section Feature Specific: High Availability for information on Security Framework in High Availability environments. Note 1: Migration from NES 7.0 Security Framework to AACC 6.x Security Framework are not supported. A full reinstall and configuration of the Security Framework is required. For further details on installing and commissioning the Security Framework refer to the Avaya Aura Contact Center Installation (NN44400-311) guide. Note 2: If the AACC 6.2 SP4 (or later) Security Framework is already installed it is not necessary to upgrade to the Security Framework that is included in AACC 6.3. Note 3: If Security Framework is enabled for CCMA ACCCM cannot be used to configure AACC Agents or Skillsets. To use ACCCM, Security Framework must be disabled for CCMA.

Pre Installation Instructions


Warning: If upgrading from AACC 6.0 or AACC 6.1 you must have the latest Security Framework patch DP_SFW_6.1.203.0 installed before you start that upgrade. Verify that the security framework services are running prior to commencing an upgrade. If the JBoss service is not running the backup will fail and all security framework data will be overwritten at the end of the install. Upgrading from AACC 6.0 or AACC 6.1 To upgrade security framework run setup.exe from the \Install Software\Security Framework\ folder from the patch bundle. DO NOT attempt to install the security framework by running the ContactCenterSecurityFramework.msi as this will overwrite the configured data. Warning: do not run setup.exe if Security Framework with AACC 6.3 is installed. Before commencing a security framework upgrade, 1. Take a backup using the Security Framework Backup & Restore utility rather than the CCMA backup and restore tool. 2. Make sure that you have latest Contact Center Common Components (CCCC) line-up installed first.

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Warning
If a "File In Use" dialog is displayed during the upgrade select the "Do not close applications. (A reboot will be required)" radio button and continue with the installation.

If you do not select this option the security framework will be installed but your configured data will be lost.

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Note: When you launch the CCMA Configuration MMC console after a SFW upgrade (co-res only) a dialog window appears saying to "Please wait until Windows configures Avaya Security Framework". When this completes the Configuration console window will be displayed.

Installation Instructions
None.

Post Installation Instructions


None.

Configuration Issues
None.

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Feature Specific: Multiplicity Pre Installation Instructions


None.

Installation Instructions
None.

Post Installation Instructions


None.

Configuration Issues
None.

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Release Notes

Feature Specific: CCT Open Interfaces Web Services Constraints on Agent Count and Contact Rate per Hour
The CCT SOA Open Interface SDK provides a mechanism for CTI using SOAP/XML based Web Services. There are differences in the underlying architecture between the CCT OI and the alternative AACC .Net CTI SDK which lead to limits on: 1. The supported number of concurrent logged in agents 2. The contact-rate (measured in contacts per hour) that the CCT OI SDK can support.

The limits are given below for (i) SIP-based and (ii) CS1K-based AACC deployments. SIP-Based Maximum count of logged in Agents: Maximum contact rate: CS1K-Based Maximum count of logged in Agents: Maximum contact rate:

1000 10,000 contacts per hour

1500 15,000 contacts per hour

Where a CTI application interacting with the AACC is being developed with requirements that exceed either, (1) the supported agent count or (2) the contact rate, then the CCT OI SDK is not a suitable choice. This is also true if the requirements come within a minimum of 20% of these limits and the CTI application is expected to scale up to greater numbers in the near future. In either of the cases above, it is recommended that the CTI application should be designed to use the CCT.Net SDK which supports the full AACC capacity for agents and contact rate per hour.

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Feature Specific: High Availability


In the Avaya Aura Contact Center 6.2 release, Avaya has augmented the existing HA features of the Avaya Aura Contact Center product. A new Mission Critical HA feature, focused on the key strategic platform of Avaya Aura Session Manager 6.1 with the Avaya Communication Manager 6.0.1 switch, is introduced. Full details on the existing HA features of Avaya Aura Contact Center, and full details of the newly introduced Mission Critical HA feature, can be found in the Fundamentals Guide, the Commissioning Guide, and the Planning & Engineering Guide.

Network Requirements between Active and Standby Servers


The round trip delay between the Active and Standby servers must be less than 80ms, with less than 0.5% packet loss on the network. The bandwidth overhead required for replication is low and will be quantified in an update to the Customer Documentation.

Choosing Managed IP addresses


For both AML HA (Campus HA) and Mission Critical HA (Campus HA) the Managed IP must be in the same network subnet IP address range as Active and Standby IP Addresses. It can be lower or higher than the physical IP Addresses of Active and Standby servers. Example 1: Active: Standby: Managed: Example 2: Active: Standby: Managed:

10.0.0.20 10.0.0.30 10.0.0.10

10.0.0.20 10.0.0.30 10.0.0.50

Pre-Installation Instructions
Full instructions on the setup of AD-LDS replication at the install time of CCMA is included in the Commissioning guide. However, users should also be aware that prior to setting up AD-LDS replication, both the active and standby AACC servers should be joined to the Windows domain.

Installation Instructions
When using the new Mission Critical HA feature, and in order for the Avaya Aura Agent Desktop application to be able to continue to exercise call control over the Communication Manager telset endpoints following either an AACC switchover or an AES switchover, the latest GA patch lineup of AES 6.1.1 is required. This was released by AES in June 2011. The version of Session Manager used should be at least SM 6.1 SP4. This is because the SM 6.1 SP4 baseline, and associated changes in System Manager, contains changes that enable the SM to react correctly to an AACC switchover. Within System Manager, under Routing -> Entity Links, the Connection Policy selected for the SMs link to the AACC HA pair should be Trusted HA. If an earlier version of SM is used, then following an AACC switchover, it will take SM approximately 60 seconds to clean up its half-open TCP sockets and begin using the new active AACC. An alternative to upgrading the SM is to disable the firewall on AACC, which may be acceptable for certain limited deployments.

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Release Notes

Post Installation Instructions


None.

NCC Re-Sync
This note applies to customers using the mission critical campus HA feature at the same time as the networking feature. For example, a number of Contact Center sites, each with mission critical campus HA, and participating in a networking environment configured by the NCC. In such a scenario, the NCC automatically re-syncs with the newly active AACC following a campus HA switchover at one of the sites. Please note if there are several AAACs on the NCC, it can take up to 30 mins for the automatic re-sync to complete.

Outage of Avaya Aura Session Manager


The Session Manager (SM) uses record-route and from a SIP protocol perspective acts as a stateful proxy for all incoming and outgoing sessions with AACC. The second SM (SM-2) is available for service continuity, but it does not maintain real time call state information with the primary SM. This means that, following loss of the primary SM, the signaling path for all existing SIP Sessions to/from AACC is broken. This should not have an immediate impact on calls due to the fact that media streaming continues between AMS and the agent/customer User Agents (UAs). Problems arise however when further signaling is attempted for the calls that were in progress at the time of the SM outage. For example, a BYE (disconnect) sent by either customer or agent will not be propagated because there is no knowledge of this SIP dialog in SM-2. The agent and customer will have to separately disconnect to clear their sessions. Furthermore, any ReINVITEs associated with existing sessions cannot be processed by SM-2 because it has no knowledge of the setup of these sessions, and, in accordance with RFC 3261 section 14.1, this will cause the session to be terminated. An example of when Re-INVITEs are used is to modify the media/SDP when participants are put on hold, or if RFC 4028 is in use. In SM 6.2, a Call Preservation feature has been introduced. This allows SM peer SIP elements (for example M3K gateway, CM, VP/ACC) to send back responses and in-dialog requests to an alternate SM when the primary SM fails in middle of a dialog. AACC6.3 has no corresponding feature to take advantage of this functionality.

HA Interoperation & Avaya Contact Recording (ACR)


The ACR application uses polling to ensure that the AACC from which it is receiving events is in operational state. The rate of polling is set in an ACR property file setting called "cct.pollinterval" with a default setting of 30 sec. The ACR performs a new login to AACC/CCT if a poll fails. Due to the rapid nature of the switchover of an AACC Mission Critical HA pair, it is possible for an AACC switchover to complete without the ACR being aware. Using a lower ACR poll interval reduces the likelihood of an issue being seen. If the ACR is unaware that an AACC switchover has occurred, the ACR does not re-establish its listeners and web services session after the AACC switchover, meaning that ACR may cease to record calls. To resolve this problem, restart the ACR application, which takes approximately 10-

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15 seconds. Go to the Windows Service Control Manager, select the "Avaya Contact Recorder" service and select "Restart". Call recording should recommence immediately.

Not-Yet Established Calls Alerting/Ringing Scenario


The Mission Critical HA feature is designed to maintain calls that are in progress at the time of an outage of the active AACC server. Once the agent and customer are speaking, such stable calls are maintained following an AACC outage, and the call can be ended normally when the conversation is complete. There is a short timeframe when a call is ringing at the agent position, before the call is stable, which is an edge case requiring special handling in AACC. Because this is not a stable call, the standby does not have the necessary information to effect a normal answer following a switchover. If an AACC switchover occurs while a call is alerting on AAAD, then after the switchover the customer remains in the treatment (e.g. ringing). The agent will answer AAAD and hear silence. When the agent disconnects the customer call is taken out of treatment, presented to the agent, and can be answered normally. This scenario only applies for calls that happen to be in the alerting/ringing state at the time of an active AACC outage. The vast majority of calls will not be in this state, because they will be either connected to an agent, or in-queue (in-treatment), and the above does not apply.

CCMA AD-LDS configuration issues / Trouble shooting


Verify that AD-LDS replication is operational
The following outline steps to verify that CCMA replication is functioning as expected: Ensure both servers, primary and secondary are configured and installed as detailed in the Avaya installation guides. Login to the Primary CCMA server as the default webadmin account. Choose Access & Partition Management from the main Launchpad Choose Add, New Access, specify a name and save details. Note: This information will now be saved in the local AD-LDS instance and also replicated to the Secondary AD-LDS instance. Login to the secondary CCMA server as the default webadmin account. Choose Access & Partition Management from the Launchpad and click on Access Classes. A list of access classes should appear on the left hand side tree menu. The access class created on the primary CCMA should be listed. Repeat this test by creating a new access class on the standby server and check that it is replicated to the primary CCMA.

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CCMA AD-LDS replication issues Delays between replication servers OR replication occurring in one direction only.
If delays occur between replication servers, the following errors may be logged to the AD-LDS instance event viewer and also displayed when running the following diagnostic test on a replicating CCMA server.
Diagnostic Test Example: (Note this should be done on primary and secondary servers)

C:\Windows\ADAM>repadmin /replsummary CCMAServer2.Test.Avaya.com:389 Replication Summary Start Time: 2011-07-06 05:13:26 Beginning data collection for replication summary, this may take awhile: ....

Source DSA largest delta fails/total %% error CCMAServer1$SymposiumWC 41d.03h:54m:48s 3 / 3 100 (2148074274) The target principal name is incorrect.

Destination DSA largest delta fails/total %% error CCMAServer2$SymposiumWC 41d.03h:54m:48s 3 / 3 100 (2148074274) The target principal name is incorrect. Event viewer Log Example: AD-LDS log, Warning message. Access is denied. 00002098: SecErr: DSID-03150BB9, problem 4003 (INSUFF_ACCESS_RIGHTS) myDomain\CCMAReplication Message Details: The directory server has failed to update the AD LDS serviceConnectionPoint object in Active Directory Lightweight Directory Services. This operation will be retried. Additional Data SCP object DN: CN={7387157e-92fe-466a-99c604cf7d63bc8a},CN=CCMAServer1,OU=Servers,OU=Test,DC=test,DC=avaya,DC=com Error value: 5 Access is denied. Server error: 00002098: SecErr: DSID-03150BB9, problem 4003 (INSUFF_ACCESS_RIGHTS), data 0 Internal ID: 3390390 AD LDS service account: myDomain\CCMAReplication User Action If AD LDS is running under a local service account, it will be unable to update the data in Active Directory Lightweight Directory Services. Consider changing the AD LDS service account to either NetworkService or a domain account. If AD LDS is running under a domain user account, make sure this account has sufficient rights to update the serviceConnectionPoint object. ServiceConnectionPoint object publication can be disabled for this instance by setting msDS-DisableForInstances attribute on the SCP publication configuration object. Resolution: If these errors are logged, modify the AD-LDS instance on the Primary server to also run under the default Network Service account. This can be done from Start -> Administrative Tools -> Services.

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Release Notes

Note: It will be necessary to restart the SymposiumWC in order to make this change. During this time CCMA will be unavailable. The password field can be left blank when re-setting to Network Service account.

Configuration Issues
For customers using the Disaster Recovery site, it is recommended that after a period of operation of the RGN (Remote Geographic Node) that a backup and restore be used as part of bringing the campus HA pair on the primary site back online. On a campus HA pair, following a switchover a backup and restore is required before bringing the originally active back online.

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Release Notes

Feature Specific: E164 support


If the E164 dialing plan is configured to allow customer to dial a 15 digits CDN number (for example CDN number is 9123459 but configured in 15 digits format 353123459123459 by prefixing 35312345) then the CDN number in CCMA->Configuration->CDNs (Route Points) and in Orchestration Designer Script also should be configured with the same 15 digits format, Otherwise the CDN call is treated as DN call when agent receives the CDN call from customer who dials 15 digits E164 format.

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Release Notes

To enable E164 support within SGM for CS 1000


To enable E164 support within SGM for CS 1000, a configuration file on the AACC machine must be updated. This change only affects the behavior of this machine. All machines in a HA environment must be updated individually. To update the configuration file: 1. 2. 3. 4. 5. 6. 7. Stop AACC Navigate to D:\Avaya\Contact Center\Manager Server\iccm\sgm\config\ Backup the SGM.properties file Edit the SGM.properties file Add the following com.nortel.ccms.sip.MaintainE164CharsForCS1K=true Save the SGM.properties file Start AACC.

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Release Notes

SDK Changes CCT SDK changes


No updates made

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APPENDIX A Software Included in this line-up


Previously Released Service Packs Avaya Aura Center 6.3 Service Pack 11 contains updates and fixes for problems delivered in the following previously released service packs Avaya Aura Contact Center Software Release 6.0 6.1 6.2 Service Pack Service Pack 1 Service Pack 2 Service Pack 2 Service Pack 3 Service Pack 4 & Patch .10 & Patch .11 (RU01) Service Pack 5 & RU01 & RU02 & RU03 & Critical Patches Service Pack 6 & Patches Service Pack 7 & Patches Service Pack 8 & Patches Service Pack 9 & Patches Service Pack 10 & Patches

6.3

Previous Contact Center Releases: Release Avaya NES Contact Center 6.0 Service Update (SU)\Service Update Supplement (SUS) SU08 SUS0801 CCMS Release Patches: RP08010801 through RP08010808 SU03 SUS0301 Additional for CCMS: SUS0302, SUS0303 SUS0304 & SUS0305

Avaya NES Contact Center 7.0

This section provides information on patches that have been included in Service Pack 11. Avaya NES 6.0 Contact Center Patches CCCC & CCMS n/a CCMA n/a CCMM n/a CCT n/a

Avaya NES 7.0 Contact Center Patches CCCC & CCMS n/a CCMA n/a CCMM n/a CCT n/a

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The following patches have been packaged into AvayaAura Contact Center Service Pack 11 GA Lineup:
This section of the release notes provides information on patches that have been included in the Avaya Aura Contact Center 6.3 Service Pack 11 GA Lineup. CCCC & CCMS & SGM & CCWS
AvayaAura_CCCC_6.3.208.250 AvayaAura_CCCC_6.3.208.266 AvayaAura_CCCC_6.3.209.19 AvayaAura_CCCC_6.3.209.31 AvayaAura_CCCC_6.3.209.54 AvayaAura_CCCC_6.3.209.70 AvayaAura_CCCC_6.3.209.72 AvayaAura_CCCC_6.3.209.74 AvayaAura_CCCC_6.3.209.79 AvayaAura_CCCC_6.3.209.80 AvayaAura_CCCC_6.3.210.16 AvayaAura_CCCC_6.3.210.17 AvayaAura_CCCC_6.3.210.19 AvayaAura_CCCC_6.3.210.22 AvayaAura_CCCC_6.3.210.25 AvayaAura_CCCC_6.3.210.38 AvayaAura_CCCC_6.3.210.43 AvayaAura_CCCC_6.3.210.51 AvayaAura_CCCC_6.3.210.60 AvayaAura_CCCC_6.3.210.64 AvayaAura_CCCC_6.3.211.5 AvayaAura_CCMS_6.2.205.432 AvayaAura_CCMS_6.2.206.66 AvayaAura_CCMS_6.3.208.148 AvayaAura_CCMS_6.3.208.173 AvayaAura_CCMS_6.3.208.175 AvayaAura_CCMS_6.3.208.178 AvayaAura_CCMS_6.3.208.179 AvayaAura_CCMS_6.3.208.183 AvayaAura_CCMS_6.3.208.184 AvayaAura_CCMS_6.3.208.187 AvayaAura_CCMS_6.3.208.188 AvayaAura_CCMS_6.3.208.193 AvayaAura_CCMS_6.3.208.194 AvayaAura_CCMS_6.3.208.196 AvayaAura_CCMS_6.3.208.199 AvayaAura_CCMS_6.3.208.200 AvayaAura_CCMS_6.3.208.202 AvayaAura_CCMS_6.3.208.206 AvayaAura_CCMS_6.3.208.210 AvayaAura_CCMS_6.3.208.211 AvayaAura_CCMS_6.3.208.213 AvayaAura_CCMS_6.3.208.216 AvayaAura_CCMS_6.3.208.219 AvayaAura_CCMS_6.3.208.220 AvayaAura_CCMS_6.3.208.223 AvayaAura_CCMS_6.3.208.225 AvayaAura_CCMS_6.3.208.226 AvayaAura_CCMS_6.3.208.227 AvayaAura_CCMS_6.3.208.228

CCMA
AvayaAura_CCMA_6.3.208.119 AvayaAura_CCMA_6.3.208.122 AvayaAura_CCMA_6.3.209.13 AvayaAura_CCMA_6.3.209.14 AvayaAura_CCMA_6.3.209.15 AvayaAura_CCMA_6.3.209.22 AvayaAura_CCMA_6.3.210.12 AvayaAura_CCMA_6.3.210.13 AvayaAura_CCMA_6.3.210.18 AvayaAura_CCMA_6.3.210.19 AvayaAura_CCMA_6.3.210.22 AvayaAura_CCMA_6.3.210.23 AvayaAura_CCMA_6.3.210.24 AvayaAura_CCMA_6.3.210.26 AvayaAura_CCMA_6.3.211.3

CCMM/AAAD
AvayaAura_CCMM_6.3.208.122 AvayaAura_CCMM_6.3.208.125 AvayaAura_CCMM_6.3.208.128 AvayaAura_CCMM_6.3.208.129 AvayaAura_CCMM_6.3.208.131 AvayaAura_CCMM_6.3.208.132 AvayaAura_CCMM_6.3.209.10 AvayaAura_CCMM_6.3.209.11 AvayaAura_CCMM_6.3.209.12 AvayaAura_CCMM_6.3.209.15 AvayaAura_CCMM_6.3.209.16 AvayaAura_CCMM_6.3.209.17 AvayaAura_CCMM_6.3.209.18 AvayaAura_CCMM_6.3.209.19 AvayaAura_CCMM_6.3.209.20 AvayaAura_CCMM_6.3.209.21 AvayaAura_CCMM_6.3.210.11 AvayaAura_CCMM_6.3.210.12 AvayaAura_CCMM_6.3.210.13 AvayaAura_CCMM_6.3.210.14 AvayaAura_CCMM_6.3.210.15 AvayaAura_CCMM_6.3.210.18 AvayaAura_CCMM_6.3.210.19 AvayaAura_CCMM_6.3.210.20 AvayaAura_CCMM_6.3.210.21 AvayaAura_CCMM_6.3.210.22 AvayaAura_CCMM_6.3.210.23 AvayaAura_CCMM_6.3.210.26 AvayaAura_CCMM_6.3.210.27

CCT
AvayaAura_CCT_6.3.208.114 AvayaAura_CCT_6.3.209.5 AvayaAura_CCT_6.3.209.6 AvayaAura_CCT_6.3.209.7 AvayaAura_CCT_6.3.210.11 AvayaAura_CCT_6.3.210.12 AvayaAura_CCT_6.3.210.14 AvayaAura_CCT_6.3.210.16 AvayaAura_CCT_6.3.210.18

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AvayaAura_CCMS_6.3.208.231 AvayaAura_CCMS_6.3.208.232 AvayaAura_CCMS_6.3.208.233 AvayaAura_CCMS_6.3.208.235 AvayaAura_CCMS_6.3.208.239 AvayaAura_CCMS_6.3.208.240 AvayaAura_CCMS_6.3.208.242 AvayaAura_CCMS_6.3.208.243 AvayaAura_CCMS_6.3.208.248 AvayaAura_CCMS_6.3.208.249 AvayaAura_CCMS_6.3.208.264 AvayaAura_CCMS_6.3.208.267 AvayaAura_CCMS_6.3.208.269 AvayaAura_CCMS_6.3.209.21 AvayaAura_CCMS_6.3.209.34 AvayaAura_CCMS_6.3.209.40 AvayaAura_CCMS_6.3.209.46 AvayaAura_CCMS_6.3.209.47 AvayaAura_CCMS_6.3.209.48 AvayaAura_CCMS_6.3.209.53 AvayaAura_CCMS_6.3.209.55 AvayaAura_CCMS_6.3.209.56 AvayaAura_CCMS_6.3.209.58 AvayaAura_CCMS_6.3.209.61 AvayaAura_CCMS_6.3.209.63 AvayaAura_CCMS_6.3.209.64 AvayaAura_CCMS_6.3.209.65 AvayaAura_CCMS_6.3.209.67 AvayaAura_CCMS_6.3.209.68 AvayaAura_CCMS_6.3.209.69 AvayaAura_CCMS_6.3.209.72 AvayaAura_CCMS_6.3.209.74 AvayaAura_CCMS_6.3.209.77 AvayaAura_CCMS_6.3.209.78 AvayaAura_CCMS_6.3.210.13 AvayaAura_CCMS_6.3.210.14 AvayaAura_CCMS_6.3.210.16 AvayaAura_CCMS_6.3.210.18 AvayaAura_CCMS_6.3.210.21 AvayaAura_CCMS_6.3.210.25 AvayaAura_CCMS_6.3.210.26 AvayaAura_CCMS_6.3.210.27 AvayaAura_CCMS_6.3.210.28 AvayaAura_CCMS_6.3.210.29 AvayaAura_CCMS_6.3.210.30 AvayaAura_CCMS_6.3.210.31 AvayaAura_CCMS_6.3.210.33 AvayaAura_CCMS_6.3.210.34 AvayaAura_CCMS_6.3.210.35 AvayaAura_CCMS_6.3.210.36 AvayaAura_CCMS_6.3.210.40 AvayaAura_CCMS_6.3.210.41 AvayaAura_CCMS_6.3.210.44 AvayaAura_CCMS_6.3.210.46 AvayaAura_CCMS_6.3.210.48 AvayaAura_CCMS_6.3.210.49 AvayaAura_CCMS_6.3.210.50 AvayaAura_CCMS_6.3.210.51 AvayaAura_CCMS_6.3.210.52 AvayaAura_CCMS_6.3.210.53 AvayaAura_CCMS_6.3.210.56 AvayaAura_CCMS_6.3.210.58 AvayaAura_CCMS_6.3.210.60 AvayaAura_CCMS_6.3.210.62 AvayaAura_CCMS_6.3.210.64

Release Notes

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Avaya Aura Contact Center 6.3


AvayaAura_CCMS_6.3.210.71 AvayaAura_CCWS_6.3.210.2 AvayaAura_CCWS_6.3.210.3

Release Notes

Note: Service Pack 11 includes all previously GAd patch lineups (including SP10 Patch + SP10 Post GA Patch Bundles AACC_63_ServicePack10_Patches-0006 and AACC_63_ServicePack10_Patches-0015)

Avaya Inc Proprietary

98

Avaya Aura Contact Center 6.3 CCMA ActiveX Control MSI - Content and Versions

Release Notes

File Name ChartWrapperCtrl.ocx DTPWrapperCtrl.ocx RICHTX32.OCX riched32.dll iceemhlpcontrol.dll icertdcontrol.dll iemenu.ocx ntzlib.dll todg8.ocx todgub8.dll tdbgpp8.dll rope.dll SSPng2.dll sstree.ocx comcat.dll mscomct2.ocx asycfilt.dll oleaut32.dll olepro32.dll stdole2.tlb msvbvm60.dll msvcrt.dll hrctrl.dll olch2x8.ocx WSEColorText.ocx PrintControl.dll csprintdlg.dll pvlocale10.dll xerces_2_7.dll msvcr80.dll msvcm80.dll msvcp80.dll

File Size 65104 97872 203976 3856 130640 810568 65648 65080 1101824 249856 507904 249400 61440 337120 22288 647872 147728 598288 164112 17920 1388544 278581 114240 2102448 179784 548776 263632 497056 1893832 632656 479232 554832

Version 1.0.0.1 8.0.0.0 6.0.88.4 5.0.2134.1 8.0.0.2 8.3.10.3 4.71.115.0 1.1.4.0 8.0.20042.329 8.0.20041.18 8.0.20042.15 1.0.0.4 1.0.1.1 1.0.4.20 4.71.1460.1 6.0.88.4 2.40.4275.1 2.40.4275.1 5.0.4275.1 2.40.4275.1 6.0.89.64 6.0.8797.0 8.0.0.3 8.0.20051.51 6.0.0.15 12.5.0.1190 12.5.0.1190 12.5.0.1190 12.5.0.1190 8.0.50727.405 3 8.0.50727.405 3 8.0.50727.405 3

Avaya Inc Proprietary

99

Avaya Aura Contact Center 6.3

Release Notes

Issues Addressed in Service Pack 11 Line-up


This section of the release notes provides information on customer issues that have been addressed in this service pack since the release of Avaya Aura Contact Center 6.3 Service Pack 11. CCMS, CCSU, CCCC and CCLM SP11 WI Listing This list contains defects addressed for the Manager Server, License Manager, Common Components and Orchestration Designer components of Avaya Aura Contact Center. CR/WI
wi01065559 wi01088104 wi01090082 wi01090652 wi01091423 wi01092155 wi01095291 wi01095263 wi01103665 wi01093592 wi01102910 wi01100119 wi01061043 wi01093736 wi01097083 wi01101155 wi01094770 wi01095291 wi01098874 wi01049284 wi01100162 wi01105471 wi01105770 wi01106606 wi01095310 wi01105586 wi01087600 wi01069510

Summary
AACC 6.2 SP7 AAAD - Pulling closed MM contacts will be routed to available agent. AACC SP8 - PScan terminates on closing Improving HDC to use value list instead of pointer list. License Manager IP reverts back to original value on server config when new value applied Call abandoned not pegged against Skillset RTD [SP8] Agent login fails with Login Limit Exceeded error AACC 6.3 :unable to login user to ccms, agent login failed because the passive terminal is null Not ready default reason code is getting pegged by default in Not Ready Reason Codes By agent report." When SM responds to options with 503 SGM should not attempt to use this SM until a successful response is received AACC6.3 Dialed Number appearing as DIALLED#:N/A in CBC report SGM does not fill OtherpartyDN in USM Active if agent xfers or confs the call to CDN AACC 6.3 (SP8) - Open Network calls intermittently fail after switchover AML-6.3-CCMS- Agent does not go to Ready automatically after the break time has expired [SP8] Activity code entered by agent Accepted by CS1k but ignored by ASM (causing call routing failure) AACC SP8 with AAOA: conferences to CDN failing tfeCompileAllScripts - Error on NIOAM_dwTFGet Master_Script rc = 20504 The DB Restore takes longer to finish with HA UI running AACC 6.3 :unable to login user to ccms, agent login failed because the passive terminal is null AACC6.3 Transfer / Conference Number appearing as DIALLED#:N/A in CBC report AACC 6.3 - UNE is unable to recover after the Network Provider goes OOS AACC 6.3 SP9 Contact Summary Report not showing Next Address SP6 / Unable to delete few applications from OD IQs RTD intermittently reports WC sessions in a stuck state when WC contact is abandoned by the customer AACC 6.2:call id is not getting updated in the CBC report after the call is transferred [SP9] CCMS - CPC works incorrectly after changing from Call Force Delay CPC to Return to Queue CPC when contact is presented to agent and agent set Not Ready TFE issues disconnect to CMF for main call leg during LP transfer scenario [SP10] SysOp If user turns on Call Redirect on SP9 then upgrades system to SP10 RB536, user must turn on Call Redirect again [SP9] SIP- OD- IVR- Call cannot route to Agent if Prompt Name of IVR block1 with Play and Collect has special character and Prompt Name of IVR block 2 with play prompt is correct

Avaya Inc Proprietary

100

Avaya Aura Contact Center 6.3

Release Notes

wi01071377 [SP9] SIP SGM- Agent state changes to Busy on Agent RTD when conference CDN to CDN and hold call wi01083244 [SP10_RB513] CCMS-Call on Sup/Agent is not released after Agent transfer DN to another Agent does not belong to Sup/Agent wi01100627 AACC 6.3 SP8: Temporarily stuck contact on AAAD after call transfer wi01096041 Incorrect error "noConnectionToClear" handling by SGM when both parties release call at the same time wi01091682 [SP10]CCMSU - No Application Environment and Product Version information in CCMSU readme wi01107503 Adding new Cache methods for full rebuilding indices wi01108051 MLSM logging enhancement wi01109425 MLSM poll mechanism correction wi01081006 [SP10] SIP CS1K - The call is ringing on phone set but not appear on Refclient of agent2 if Agent1 makes DN call from phone set to agent2 wi01101568 XMPP adaptor sends MESSAGE FROM CONTACT CENTER: Chat session has been terminated wi01110819 Failure to Fresh install 6.3 SP11 - Possible cross-linking of CCCC cache database update with CCMS wi01096488 [REGR] CCMS database restore failure wi01096909 AACC 6.3 (SP8) IVR cannot transfer calls into AACC after applying 6.3 SP8 patches wi01102183 AACC 6.3/Agent hears ringing when call is presented wi01022619 RCW reports not displaying the right value (UserID) wi01092250 Update Migration Code to correct Storage Definition errors wi01109900 ASM memory leak detected during AML multiplicity run wi01109895 AACC SP9 - Agent reservation not reversed on call abandon wi01103154 The call does not match immediately to next idle agent wi01070825 Re-instatement of HA fails wi01098996 AACC 6.3 SP8 EWT is not working as expected wi01100488 TaskFlow executable size maximum limit exceeded wi01101215 AACC 6.3 SP9 Skillset By Agent Performance shows TalkTime, but no calls answered wi01103684 [SP8] CCMS doesn't handle the database backups correctly (ERROR #5001) wi01108401 AACC 6.3/SP9 /Unable to update the SIP Domain name in the server config wi01108956 AACC - IQ Agent States intermittently do not match wi01111629 TFE issues disconnect to CMF for main call leg during LP transfer scenario due to extra CP_CLEARED event coming from CS1K wi01112350 AACC 6.4: Config - Agent Properties report does not show assigned agents, SupervisorAgentAssignment view issue wi01090894 6.3 Voice Only HA Configurations will not Shadow wi01092289 SP6 / Updating CBC causes CCMA page freeze - after having CCMS_6.2.206.53 wi01102151 Managed IP not acquired by Active CCMM after Switchover wi01071690 Server Configuration unable to administer corporate enterprise license server ip... automatically replaces with localhost ip

CCMS SP11 Patch 1 WI Listing This list contains defects addressed in Patch 1 for the Manager Server component of Avaya Aura Contact Center.
CR/WI Summary wi01055191 AACC6.3- PCP is not pegged when option MPC - Agent will remain in a Ready state is not

Avaya Inc Proprietary

101

Avaya Aura Contact Center 6.3


enabled wi01086199 wi01102372 wi01107245 wi01111751 wi01117255 wi01117592 wi01118294 wi01119538 wi01119885 wi01120147 wi01121407

Release Notes

AACC 6.3 (SP6) - nicmfjvm.exe memory is increasing which leads to system restart. CCMS Multi-Service Console - nicmfjvm.exe window keeps popping up intermittently HAI termination during manual switchover HDC memory leak running AML multiplicity traffic Remove the explicit setting of GC Threads to 4 registry setting from nicmfjvm startup [SP11] Memory leak in CDR statistics Some improvements in MLSM logging [SP11] SIP-ASM- Agent is stuck On Hold DN In on Agent RTD when conference CDN to DN and hold call SP11 CCMS ASM - Agent2 is Not Ready instead of break state if agent2 holds call before agent1 completes conference Fixes for Coverity defects, CIDs - 579333,579334,579335,5793336 [SP11] Stat.NIiAgentSkillsetStat Index needs to be rebuilt if upgrading from SP9 or earlier.

CCMS SP11 Patch 2 WI Listing This list contains defects addressed in Patch 2 for the Manager Server component of Avaya Aura Contact Center.
CR/WI Summary wi01106153 Intermittently for a failed call "Called" column in CCT RefClient shows "<none>" wi01114852 vi: call is dropped when OCS Enterprise mode user calls to AACC_CDN [SP9] CCMS SGM RTD updates agent2 is busy instead of active skillset when agent1- logged wi01065587 out on Refclient - completes conference to CDN Intermittently for a failed call "Called" column in CCT RefClient shows sip URI of agent, who is wi01120557 making call.

CCMS SP11 Patch 3 WI Listing This list contains defects addressed in Patch 3 for the Manager Server component of Avaya Aura Contact Center.
CR/WI Summary wi01123412 CCMS SP8: Update JVM options used by CCMS_OAM_CMF_Service to launch JVM

CCMS SP11 Patch 4 WI Listing This list contains defects addressed in Patch 4 for the Manager Server component of Avaya Aura Contact Center.
CR/WI Summary 6.4 CCMS The Not Ready field is pegged the huge data with Break Time equal 0 in the wi01122162 iSkillsetStat, iAgentBySkillset table

Avaya Inc Proprietary

102

Avaya Aura Contact Center 6.3

Release Notes

CCMS SP11 Patch 20 WI Listing This list contains defects addressed in Patch 20 for the Manager Server component of Avaya Aura Contact Center.
CR/WI Summary wi01061797 AML-SP9-CCMS- Agent goes to Ready state after union break time while setting Not ready reason code wi01112802 Agent not returned to idle queue wi01114584 Agents are not correct on standby server if standby goes down when agent is logged in. wi01115845 OAM termination on Standby Server wi01116644 SP10 / RouteCall to CDN are pegged as Default at CBC and Application reports wi01118949 Application Threshold does not take effect immediately wi01119562 Outbound campaigns are de-queuing and queuing calls after several minutes wi01120632 Different script behavior when used hardcoded values vs. variables wi01121594 [6.3 SP11 RB692B]CCMS Agent gets stuck in Break state if he is Active on MM contact first then answers DN call which is transferred from another agent wi01121728 AACC6.3 Queue to agent fails for predictive agents wi01121753 Calls being pegged as abandoned on skillset RTD but not in skillset performance Historical Report wi01123083 Error when saving agent to supervisor assignment wi01123612 AACC6.3 Cannot login Agent after manual switchover completed successfully wi01123755 Xferring agents get stuck in busy state wi01124960 Wrong average amount of agents on the Skillset Performance Reports on some intervals wi01125140 AACC6.3-CCM Always displays error Failed to run assignment when clicking on Run Now for an PR Agent Skillset Assigment wi01126251 Stats not consolidated after manual switchover wi01127380 ASM termination due to invalid agent pointer held inside virtual network agent object wi01127944 ASM caught an exception which is swallowed while looking for TN in AgentDictionary wi01130209 SP10: Update JVM Options for CCMS_SIP_Services wi01131045 6.4 DVD20 - RB334 SIP HA - Services cannot start up on Standby system wi01131171 ASM incorrectly invoked notreadyevent upon receiving route to agent response wi01135080 Agent stays in Busy state after releasing e-mail wi01135572 SIP 6.3 SP11-SMMC tray launcher requires .Net Frame Work 4.0 wi01136302 SP11 CCMS-ASM Agent goes to Ready state after union break time while setting Not ready reason code

CCMS SP11 Patch 21 WI Listing This list contains defects addressed in Patch 21 for the Manager Server component of Avaya Aura Contact Center.
CR/WI Summary wi01102655 Calls initiated with internal number to the external IVR system can not reach the agent wi01117452 AACC SP9: Agent status mismatch between RTD and AAAD

Avaya Inc Proprietary

103

Avaya Aura Contact Center 6.3

Release Notes

wi01122385 wi01126181 wi01105062 wi01119860 wi01125242 wi01126738 wi01128704 wi01125405 wi01135705

SGM sends CANCEL after receiving 181 Call is being Forwarded following the INVITE to an agent DN. AACC SP9 Union Break not triggered if consult transfer completed before far end answers Agents Idle on AAAD but show Busy on RTD Agent stuck in an Idle state after a Transfer CDN call transfered by AACC Agent to CDN (consoltative) fails SP10 / AgentConnection not moved to ESTABLISHED when agent calls to a PSTN number Ringback not re-started after AMS failover. SGM blacklists AMS for 12-16 seconds after AMS HA failover using TCP or TLS AACC6.4 RB356 - Traffic crashes due to memory leak 1-2 hr into traffic run

CCCC SP11 Patch 1 WI Listing This list contains defects addressed in Patch 1 for the Common components of Avaya Aura Contact Center.
CR/WI wi01111196 wi01116211 wi01121596 wi01104186 wi01116498 Summary AACC SP10 - if DST was previously enabled but now disabled, migration fails. Unable to add new agent after migration from CC7 to AACC SP10 Spelling issue in High Availability window after switchover MergeFailedContactProperty objects not destroyed in CMF Memory Leak in CMF due to contact creation failure. HA6.3_SP11_Some services can not start up on standby server after upgrade from SP10 to SP11 by wi01122466 hot patching wi01086199 AACC 6.3 (SP6) - nicmfjvm.exe memory is increasing which leads to system restart.

CCCC SP11 Patch 2 WI Listing This list contains defects addressed in Patch 2 for the Common components of Avaya Aura Contact Center.
CR/WI Summary wi01125959 Issue logging in Agent using OI Ref Client. Additional negative impact is discovered. wi01114901 wi01102604 wi01096162 wi01118215 wi01081958 wi01123015 wi01081783 wi01082006 wi01089511 wi01092116 wi01083530 wi01086199 wi01104186 race condition causing out of order events AACC 6.3 ListenerProperties in cmfEntryViewer are not deleted after log off [SP8] Multimedia Contacts Not Presented to Agents Socket exhaustion causes AAAD failure AACC (6.3) nicmfjvm process high memory utilization. Exception in CMF_OI.log upon user logout Start Recording failed alarms continue to be generated AACC SP8 Phantom Call on Application RTD SP8 SIP CC / Activity Code by Agent report pegged incorrectly while releasing the call no removeHAConnection occurs in CMF AACC (6.3) - Campaign Ob initiated from AD not reaching ip hardphone AACC 6.3 (SP6) - nicmfjvm.exe memory is increasing which leads to system restart. MergeFailedContactProperty objects not destroyed in CMF

Avaya Inc Proprietary

104

Avaya Aura Contact Center 6.3

Release Notes

wi01116498 Memory Leak in CMF due to contact creation failure wi01119470 Unexpectedly inbound calls end up getting defaulted requiring a server reboot. HA6.3_SP11_Some services cannot start up on standby server after upgrade from SP10 to SP11 by wi01122466 hot patching

CCCC SP11 Patch 20 WI Listing This list contains defects addressed in Patch 2 for the Common components of Avaya Aura Contact Center.
CR/WI Summary wi01110778 SP9 / DB maintenance utility page is not loading wi01120034 AACC6.3 - CCMS HA - Start HA failed due to Failed to Ping ManageIP wi01128428 HW Appliance - 6.4 RB319 - Cannot backup database Java Memory Leak in MCMC process and SGM when non Acquired route points present int he wi01129068 system

CCWS SP11 Patch 20 WI Listing This list contains defects addressed in Patch 2 for the Common components of Avaya Aura Contact Center.
CR/WI Summary wi01104276 Web Stats not working. CCWS not getting data wi01128493 Statistics tab on AAAD does not show the information for the monitored skill sets

CCMA SP11 WI Listing This list contains defects addressed for the Manager Administration components of Avaya Aura Contact Center.
CR/WI wi01097035 wi01077535 wi01097862 wi01105862 wi01104035 wi01103655 wi01108687 Summary Password appearing in backup log file IUSR_SWC needs write access to log folder on CCMA server CCMA: Reports ending date for Daily results in report being 1 day earlier than expected when running the Contacts Closed By Skillset report, the report is not within the correct dates AACC 6.3/Multimedia Contact Closed by Skillset" HR scheduled reports do not contain data" ICE RTD service termination does not recover CCMA SP10 - RTD control crashed on IE8 intermittently

CCMA SP11 Patch 1 WI Listing This list contains defects addressed in Patch 1 for the Manager Administration components of Avaya Aura Contact Center.
CR/WI Summary

wi01107828 AACC 6.3 / Intermittent IE freeze when editing script variable from CCMA scripting page wi01101492 CCMS6.4: Agent is not in the NISupervisorAgent table after changing to Supervisor

Avaya Inc Proprietary

105

Avaya Aura Contact Center 6.3

Release Notes

CCMA SP11 Patch 20 WI Listing This list contains defects addressed in Patch 1 for the Manager Administration components of Avaya Aura Contact Center.
CR/WI Summary wi01107522 AML 6.4 CCMA- CCM- Many POM skillsets can be assigned to one agent in the Network Agent Admin page wi01111603 Netbios name does not work with a dot if differs from domain name wi01121246 AACC6.3 CCMA Configuration - POM Blending Configuration should not available on AACC SER system wi01121553 CCMA6.3 CCM - Skillsets page Can assign multi PR skillsets for an agent successfully wi01122076 Scheduled tasks are not updated after changing the IP address of a CCMS server on CCMA wi01122104 AACC6.3 SCT- Threshold values are limited to 4 digit numbers instead of 6 as on Configuration page wi01125356 AACC63 SER CPC values display incorrectly after agent creation and after skillset updates wi01127916 Display fails to launch on unicast client when previous browser session was terminated wi00950120 AML 6.3_CCMA: CCM- Can assign SER skillset and Voice skillset with a numerical priority at the same time in Skillset view

CCT SP11 WI Listing This list contains defects addressed for the Communication Control Toolkit components of Avaya Aura Contact Center.
CR/WI Summary wi01090122 Populate the Windows Event log with error information if CCT DAL service fails to start wi01083551 Unhelpful CCT_Refclient_exception error when incorrect structure of KVP inserted in AAEP app config file wi01106254 After chaning domain user in CCMA RefClient/AAAD show incorrect name wi01111414 Fix issue in CMF WS Address proxy disposal introduced by ClearCase merge wi01112609 Some CCT services are not started on Active after Hot-patching

CCT SP11 Patch 1 WI Listing This list contains defects addressed in Patch 1 for the Communication Control Toolkit components of Avaya Aura Contact Center.
CR/WI wi01080992 wi01072468 wi01120568 Summary Single call presented to both Agent and SupervisorAgent at the same time Termination of the CCT Logging Service causes TapiConn to be come unresponsive NCCT OI service is not up after upgrading service pack

CCT SP11 Patch 20 WI Listing This list contains defects addressed in Patch 20 for the Communication Control Toolkit components of Avaya Aura Contact Center.
CR/WI Summary

Avaya Inc Proprietary

106

Avaya Aura Contact Center 6.3


wi01073492 wi01101489 wi01110093 wi01118902 wi01130249

Release Notes

SOA CCT cannot acquire OI Master license due to duplicate java process running [REGR] Agent does not go to Not Ready after the time for return to queue out Call stuck on RefClient Added TN is not at all able to get in Active state SP 10: Update JVM Options Passed to CMF SOA OI Web-service.

CCMM\AAAD SP11 WI Listing This list contains defects addressed in the Multimedia\Outbound Server and Avaya Aura Agent Desktop components of Avaya Aura Contact Center. Note that SP11 brings AAADs embedded phone in line with Avaya one X Agent 2.5 Service Pack 2.
CR/WI wi01061436 wi01062173 wi01071258
wi01097324

wi01081069 wi01103929 wi01112319 wi01087247 wi01087983 wi01088597 wi01088837 wi01089284 wi01091809 wi01093661 wi01094762 wi01095391 wi01095721 wi01097474 wi01097650 wi01097651 wi01097964 wi01098015 wi01098125 wi01098275 wi01099225 wi01100577 wi01103212 wi01096808 wi01098710

Summary AACC 6.2 AAAD My computer mode, problem saving audio devices if 'Record device' not set. AML-6.3-RB 363a GA Patches CCMM Admin - Logoff terminal State-Idle function doesn't work SP9: Cannot add new search criteria to an existing rule Agent receiving blank chat in AAAD Allow audio transmit and receive gain to be set by agent Multiple call appearance is not cleaned up on AAAD after call comes in when cti link is down 6.3 SP11 - Changing CCMM OAM registry 'Register' entry. AACC 6.3 (SP8) - Agent\Skillset updates are not being synchronised to CCMM CCMM OAM - 17 digit number appears in reason code in some instances and can't be delete AACC6.3 Sp10: Webcomm Text does not disappear from agent text box after using automatic spell check SP8 AAAD - Webchat Contact when Max open duration expries contact gets dropped The custom fields removed after e-mail contact closed before the Outbound contact Mis-spelling of word reseting" not captured by AAAD spell-check" 6.3 CCMM- WebAdmin - Cannot save status of Check Out Of Office Hours Treatment AAAD SP09 - Incorrect behaviour when agent trys to 'pull' a contact that is already being pulled by another agent AAAD alters cursor position of other applications when email body presented in AAAD Search results for prepared email responses does not have a vertical scroll bar. Red-X appears on AAAD in place of customer history AAAD does not always display auto-autosuggest search results AAAD does not display auto-suggest options clearly AACC 6.3 CCMM CC list in emails is truncated to 256 characters Correctly spelled words incorrectly flagged as mis-spelled Intermittently get message on AAAD that pullcontact has failed after successful pull SP8/After migration, Email Rules Missing in Rule_Groups SP8 AAAD Webchat status issue Offline message configuration - header FROM: address rejected by email server Email and phone fields need white-space trim before validation. Immediate backup fails on first attempt when attempting to backup to a remote location The Max Open Duration Exceeded notification is not available for user if AAAD is not on top

Avaya Inc Proprietary

107

Avaya Aura Contact Center 6.3


wi01103353 wi01103647 wi01103964 wi01105159 wi01105855 wi01096342 wi01104961 wi01105895 wi01109563 wi01090988 wi01105252 wi01107861 wi01108223 wi01112270 wi01083194 wi01108084

Release Notes

OB campaign not started, needed to pause and restart to make it work. AAAD can appear unresponsive if email spellcheck form present and customer not typing on WC. AAAD does not pop screen-pop for first outgoing call after AAAD launch Wrapup Message to be removed AACC 6.3 SP9 - Update the nilm.dll CIUtilityWS.CustomerLogoff fails to execute AAAD email address validation allows single quote and null quote email addresses AACC 6.3/SP9/Outbound Contact is presented to an Agent it is not getting highlighted AACC_6.3 Audio devices not displayed when using locale other than en [SP10_RB562] CCMM AAAD - The agent is stuck with second Webcom contact and cannot close it after he is on webcom conference and DN call. [RGNS] On restore of Active database, local RGN settings are not preserved in CCADAppsetings.xml AACC 6.4 - Make sure the AgentDesktop CCADAppSettings matches the \client CCADAppSettings AAAD 6.3 - DP210.12 ThickClient RGN fix The button Search" is cut in AAAD auto-suggest options" AACC6.3_SP10RBB513 CCMA The Activity code with name OAMActCode auto generate when using SCT tool connect to server The words 'patiences', 'tittled' are not flagged by AAAD spellcheck

CCMM\AAAD SP11 Patch 1 WI Listing This list contains defects addressed in Patch 1 for the Multimedia\Outbound Server and Avaya Aura Agent Desktop components of Avaya Aura Contact Center.
CR/WI Summary wi01108734 Rule Group Update is not routing the E-mail as per new updated ruleGroup When selecting an auto suggested item the Email signature is not being appended for plain text wi01114097 email messages. wi01114248 AAAD 6.4 - CCMM Agent WebServices showing 509 error, under load wi01115508 Provide not-ready,ready message on AAAD when AES link goes down wi01116328 Bug in AAAD when outbound field is not created in client ws call wi01116329 AACC - Attachment lost in on customer clients when email is replied to via AAAD AAAD Webcom SP11 Only one Webchat is return to agent if there are 2 webchat end max wi01123736 duration time 6.3 SP10 Voice Contact History not displayed for voice only agent in an AML Multimedia wi01117096 environment [6.3 SP11 RB 692]_AAAD_Agent cannot close the consult Webcom if he consults webcom to wi01118790 another agent without completing before wi01119317 Intermittently Supervisor Observe is not closed when contact is closed wi01121625 AAAD 6.3 SP11 Many warning messages display continuously without stop until killing AAAD

CCMM\AAAD SP11 Patch 2 WI Listing This list contains defects addressed in Patch 2 for the Multimedia\Outbound Server and Avaya Aura Agent Desktop components of Avaya Aura Contact Center.
CR/WI Summary wi01127231 Creation of an anonymous session key leaves a 'footprint' in CCMM

Avaya Inc Proprietary

108

Avaya Aura Contact Center 6.3

Release Notes

CCMM\AAAD SP11 Patch 20 WI Listing This list contains defects addressed in Patch 20 for the Multimedia\Outbound Server and Avaya Aura Agent Desktop components of Avaya Aura Contact Center.
CR/WI wi01074058 wi01094567 wi01096715 wi01101191 wi01105915 wi01115903 wi01115950 wi01116139 wi01116269 wi01117544 wi01119756 wi01120160 wi01120625 wi01122503 wi01123854 wi01126092 wi01130867 wi01135927 Summary [SP10] IM CDN- the chat content before transferring are not showed on transferred agent if original agent makes call before transferring AAAD 6.3 Invalid email addresses allowed past validation AACC 6.3/SP8 /Missing Status on AADD Debug Logging for AAAD login site issue Screenpops should not disappear when agent initiates conference On consult, first message does not get sent during web chat Screenpops error when using predictive outbound dialer with AAAD AACC OB Retry counter for outbound campaigns does not decrement Need to delete 1.2 million customers with 0 contacts 6.4-AAAD- There is no number dialed information in IM history if Agent make out a DN out Web Chat History response emails not proper AAAD SP11 Webchat content display nothing incorrectly Agents receiving blank email, unable to interact. Allow option to turn on/off screenpop browser disposal AAAD freezes intermittently on pressing complete MM_OAM updates not synching MCM Client Doesn't remove listeners upon CMF Connection reset. Webchat Russian localizaiton subject displays incorreclty

OD SP11 WI Listing This list contains defects addressed for the Orchestration Designer component of Avaya Aura Contact Center.
CR/WI wi01071513 wi01100729 wi01100898 Summary AML 6.3 SP9 OD- All of routes highlighted in red and marked as deleted if using variable to route contact Users cannot create / delete Ranges in App Vars OD cannot reopen contact router

OD SP11 Patch 20 WI Listing This list contains defects addressed for the Orchestration Designer component of Avaya Aura Contact Center.
CR/WI wi01122593 wi01135098 Summary CCMA SP9: Variable creation on OD much slower than on CCMA GUI Master script can not be opened if Contact Center was updated from SP10

Avaya Inc Proprietary

109

Avaya Aura Contact Center 6.3

Release Notes

Avaya Media Server (AMS) SP11 WI Listing This list contains defects addressed for the Avaya Media Server components of Avaya Aura Contact Center.
QFE-platform-7.5.0.1140-0001

CR/WI wi01103063 wi01106794 wi01064850 wi01069761 wi01105014 wi01097608 wi01099800 wi01106197

Summary AAAD does not allow multiple DeskPhones to be assigned to agent when AAOA is enabled AAOA: When user choose Deskphone" and has more than one deskphone [SP9] Web LM It takes 5 minutes to start up LM service using WebLM license file SP9 SGM The observed tone is stopped after agent hold then un-hold CDN call that is configured Music On Hold application Call Record Tone not played when Agent answers with Call Force Answer and no Agent Greeting Media filename truncated on download (Was: AACC6.4: Whisper skillset - truncated download message")" 6.3_RB562B_AMS The AMS version is incorrect on Control Panel after we upgrade AMS server Media Security EM page not accessible after upgrade from 7.5.0.837 with EMLite-QFE0001 to 7.5.0.1014

Avaya Media Server (AMS) SP11 POST GA WI Listing This list contains defects addressed for the Avaya Media Server components of Avaya Aura Contact Center.
QFE-platform-7.5.0.1140-0001

CR/WI Summary wi01116921 SC Module crash on standby AMS


QFE-platform-7.5.0.1140-0002

CR/WI Summary wi01126995 Inactive server sends ARP packets


QFE-platform-7.5.0.1140-0003

CR/WI Summary wi01131826 Codec configuration is not correctly restored during upgrade. Some calls do not work.
QFE-EMLite-7.5.0.1140-0001

CR/WI Summary wi01128382 High CPU usage alarm is raised when several EM tasks (specifically Operational Measurements monitoring) are opened.

Avaya Inc Proprietary

110

Avaya Aura Contact Center 6.3 Contact Center Services for AMS (CCSA) SP11 WI Listing

Release Notes

This list contains defects addressed for the Contact Center Services for AMS components of Avaya Aura Contact Center.

QFE-__sip-conf-6.3.0.115-0001

CR/WI Summary wi01118315 Race condition: Party attempts to joins conference after conference deleted wi01118734 (Windows only) Freshly installed co-resident AMS system cannot get license from AACC

Avaya Inc Proprietary

111

Avaya Aura Contact Center 6.3

Release Notes

APPENDIX B - Known Issues Third-Party Software


Third Party Software Upgrade Utility wi01086965 The reboot message is not on top after running Third Party Software Upgrade Utility on fresh system After the completion of the upgrade task, the user is prompted to reboot their system via a warning dialog. Sometimes this reboot prompt may become hidden behind the main application dialog - to reveal the warning dialog use the Alt-Tab key combination to bring the dialog into the foreground.

wi01097093

Removal of WebLM license (plservrc.xml) on install of Tomcat 6.0.35 prevents License Manager from starting When performing a fresh install of AACC 6.3 Service Pack 11, or upgrading from an earlier Service Pack line-up e.g. SP7, SP8, SP9* an upgrade of Third Party software is mandatory after installation of the Service Packs. The Third Party Software Upgrade Utility is provided to perform the Third Party software upgrade. Note: SP10 and SP11 share the same Third Party software requirements therefore no Third Party software update is required if upgrading from SP10. The Upgrade utility upgrades Tomcat 6.0.35 if already installed or installs a fresh Tomcat installation if executed on a clean system. During the installation of Tomcat 6.0.35, an attempt is made to remove the following folder: <ContactCenterInstallDirectory>apache-tomcat\webapps\WebLM If a WebLM License file is in use in this directory prior to Tomcat installation, it will be backed up as: <ContactCenterInstallDirectory>License Manager\bin\plservrc_Tomcat_backup.xml It can occur prior to or during the install of Tomcat 6.0.35, that folder ContactCenterInstallDirectory>apache-tomcat\webapps\WebLM becomes locked by the operating system or other process, thus preventing deletion. Tomcat will complete its installation but there may be a loss of WebLM functionality and license data. If this occurs the following steps must be taken to recover License Manager functionality: 1. Stop the Tomcat service (Contact Center Tomcat Instance) if it is running via services.msc 2. Manually delete the folder <ContactCenterInstallDirectory>apache-tomcat\webapps\WebLM and all contents 3. Start the Tomcat service (Contact Center Tomcat Instance) via services.msc. This will recreate the WebLM directory deleted on install of Tomcat 6.0.35 4. Launch AACC License Manager Configuration 5. Browse for a valid XML. You may browse to the earlier license backup of <ContactCenterInstallDirectory>License Manager\bin\plservrc_Tomcat_backup.xml 6. Click Apply 7. Restart the Tomcat service via services.msc

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Avaya Aura Contact Center 6.3 Third Party Software Downgrade Utility

Release Notes

wi01101812 LM fails to start when applying Weblm license after test bed is downgraded from SP10 If downgrading from AACC 6.3 Service Pack 11 to a previous Service Pack line-up e.g. SP9, SP8, SP7, a Third Party software downgrade is mandatory. The Third Party Software Downgrade Utility is provided to perform the Third Party software downgrade. Note: SP10 and SP11 share the same Third Party software requirements therefore no Third Party software update is required if downgrading from SP11 to SP10. The Downgrade utility removes Tomcat 6.0.35 before installing Tomcat 6.0.20. During the removal of Tomcat 6.0.35, an attempt is made to remove the following folder: <ContactCenterInstallDirectory>apache-tomcat\webapps\WebLM It can occur during the removal of Tomcat 6.0.35, that this folder becomes locked by the operating system or other process, thus preventing deletion. This can result in a partial WebLM directory remaining on the system after downgrade. Note: The following procedure should be followed after you have: i. Downgraded your Third Party Software ii. Installed your Service Pack 7 Software Line-up If the folder is not deleted, please perform the following steps: 1. Ensure you have a copy of your WebLM license file 2. Stop the Tomcat service (Contact Center Tomcat Instance) via services.msc 3. Go the folder <ContactCenterInstallDirectory>apache-tomcat\webapps 4. Manually delete the folder WebLM 5. Start the Tomcat service (Contact Center Tomcat Instance) if it has not already started, via services.msc. Wait for completion. 6. Validate that WebLM directory is available 7. Restore WebLM license file as outlined in the procedure below Restore WebLM License File During the downgrade procedure, the WebLM License file will be backed up as follows: <ContactCenterInstallDirectory>License Manager\bin\plservrc_Tomcat_backup.xml On downgrade, this license file backup can be re-used as per the following process or an alternative user copy can be used: 1. Start the Tomcat service (Contact Center Tomcat Instance) if it has not already started, via services.msc. Wait for completion. 2. Stop the Tomcat service (Contact Center Tomcat Instance) via services.msc 3. Launch AACC License Manager Configuration 4. Browse to the <ContactCenterInstallDirectory>License Manager\bin\ plservrc_Tomcat_backup.xml license file - click Apply (alternatively, browse for a valid license XML of your choosing) 5. Restart the Tomcat service via services.msc

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Release Notes

Internet Explorer Compatibility issues


wi00925100 CCMA MMC Configuration snap-in images corrupt if IE9 installed The icons on the CCMA configuration snapin appear incorrectly when IE 9 is installed on the CCMA server. The snap-in continues to function correctly. wi00808468 Memory leaks on IE8 when opening several RTDs A memory leak happens with IE8 (iexplore.exe) when running many realtime displays. This can cause serious issues if this browser is running on the AACC server. Microsoft provided a fix for this issue in the Internet Explorer Update released on 30/March/2010. This update should be installed to resolve this issue. It can be found at the following location (http://technet.microsoft.com/en-us/security/bulletin/MS10-018)

AACC 6.3 Service Pack Software


Upgrading from Previous Avaya Aura Contact Center 6.x Release wi01014200 Excessive time to uninstall SP5 RU01, RU02, RU03 The time required to remove Service Pack 05 with Rollup Patches 1, 2, 3 plus all Patches that have been generally released, could be take up to approximately 5 hours depending on the hardware specification of your system and the number of patches that have been installed. wi01014041 SIP SM AACC6.Critical problem when migrating an Aura 5.2 MBT system to Aura 6.1 SM system Note # 1: Migration or upgrade from Aura 5.2 MBT system to Aura 6.1 SM system requires database restore from Aura 5.2 database backup. Only "Data" part of the database needs to be restored for the application databases. Do not restore the "Code" part of the database because it will overwrite the code and routines (source code) of the Aura 6.1 SM system database with 5.2 MBT system database code, making the system unstable and unrecoverable. Note # 2: Do not restore the ADMIN database when migrating or upgrading from Aura 5.2 MBT system to Aura 6.1 SM system. wi00928172 Server Config: Configuration of WS Open Interfaces is reset to default setting when removing/applying SP This applies to upgrades from 6.2 SP4 (or earlier), and covers issues pertaining to a loss of both WS Open Interfaces & CCT Open Interfaces configuration settings. These settings are stored within individual xml files (SOAProperties.xml) which are not retained upon removal of 6.2 SP4 (or earlier), resulting in a loss of configuration data on upgrade. Custom changes to CCT Server RestrictedSessionAppNames will not be maintained Any custom changes to the RestrictedSessionAppNames section of the Nortel.CCT.Service.exe.config file will not be maintained following an AACC 6.3upgrade. To maintain any custom changes please back-up these changes prior to uninstalling the software and manually re-add the custom changes following the Service Pack 6 installation

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Avaya Aura Contact Center 6.3

Release Notes

The RestrictedSessionAppNames feature limits the maximum number of resources that can be allocated to a particular CCT client application regardless of the configuration settings within CCT. Data Dictionary Changes - User generated SQL may fail on UserID column. All Views containing the UserID column have been updated to return the UserID in Upper Case. This is to ensure that the Views work correctly for all UserID values regardless of case. Any User generated SQL that accesses these Views will need to be updated to take this into account. The Views changed are: dbo.dActivityCodeStat dbo.dAgentByApplicationStat dbo.dAgentBySkillseetStat dbo.dAgentPerformanceStat dbo.eAgentLoginStat dbo.iActivityCodeStat dbo.iAgentByApplicationStat dbo.iAgentBySkillseetStat dbo.iAgentPerformanceStat dbo.mActivityCodeStat dbo.mAgentByApplicationStat dbo.mAgentBySkillseetStat dbo.mAgentPerformanceStat dbo.wActivityCodeStat dbo.wAgentByApplicationStat dbo.wAgentBySkillseetStat dbo.wAgentPerformanceStat

AACC Product Installation


DP_CCMS_211.4 installation On some systems installation of the patch DP_CCMS_211.4 can take more than 10 minutes.

Pre-Requisite Software known issues


Pre-Requisite Software does not install successfully When you launch setup.exe a number of pre-requisite software are installed on your system to enable the successful installation of your AACC software. A problem could be encountered with the installation of the Microsoft Visual C++ Runtime Libraries (x86) Redistributable Setup. If you encounter this problem you will receive the following error message:

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Avaya Aura Contact Center 6.3

Release Notes

This issue is a known problem and is caused by an unsuccessful install of prior Windows Updates OR Custom MSI packages that could have left faulty registry keys under HKEY_LOCAL_MACHINE\COMPONENTS. The Microsoft knowledge base article, KB 970652, (http://support.microsoft.com/kb/970652/en-us ) outlines the problem and provide a link to a resolution. To address the problem please follow the steps as outlined in the Microsoft article http://support.microsoft.com/default.aspx?scid=kb;EN-US;946414

DVD Controller
Please ensure that the system is in a stable condition at the time of installation. This means that all services should be fully started or stopped and the system is not in a transitional state. Otherwise the installation may fail or return errors. wi01071276 CCMM HA UI throws Cache error after hot patching (Sp8 to SP9) Workaround: 1. Click OK on the dialogue box presented. 2. Close the HA UI. 3. Ensure that the HA UI is fully closed and not just minimized to the System Tray. 4. Re-Open the HA UI. wi01090772 Enhance the DVD install to catch Cache install problem On rare occasions, it has been observed for new installations, that the cache install does not complete correctly and the Verifying the Multimedia database installation step from the Avaya Aura Contact Center Commissioning guide will fail. Currently the DVD Installer has no facility in place to catch this scenario. Solution: Uninstall AACC and Re-install.

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Avaya Aura Contact Center 6.3

Release Notes

Co-Res Installations Updating IPs or Site Name in Server Configuration when Co-Res with Multimedia Server Configuration - When changing an IP or Site Name in Server Configuration, a message is displayed if the CCMS services are running, informing users that they must stop all CCMS services prior to making these changes. Due to link of CCMS Naming Service to Multimedia, users may not be able to make the update by stopping CCMS services alone. Work Around: To avoid ensure all AACC services are stopped prior to making IP or Site Name updates in the Server Configuration application. There is a possibility that the naming service will still be running even though all services appear to be shutdown. If this is the case the naming service must be killed via the task manager.

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117

Avaya Aura Contact Center 6.3

Release Notes

Common Components
Note: Database updates were not successfully applied due to an error during call class method compile Compile on class %SYSTEM.OBJ error. In the unlikely event that one receives that following exact error (please ignore the specified CCCC patch version) on a Common Components patch install.

Workaround: Reboot the server and attempt to install the Common Components patch again.

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118

Avaya Aura Contact Center 6.3

Release Notes

Backup / Restore Running while installing/uninstalling Software User cannot create or edit Scheduled Backup tasks on Database Maintenance after upgrade from SP4 to SP6. This issue is most likely to happen when more than one Database Maintenance application is open at the same time. Workaround: Do not perform software installation or un-installation while a backup or restore operation is running. WI01128975 - Failure in Avaya_Aura_CCCC_6.3.211.? to start cache instance During the install on rare occasions it is possible that the user will be presented with the following error:

Workaround : There is no workaround for this issue. Solution : If this error occurs you should contact Avaya Support for assistance. wi00966142 Log Archiver terminated more than three times The AACC 6.3 Automated Log Archiver can experience terminations due to a bug in referenced Microsoft code. To minimize the loss of archive data, the Archiver service is now configured to recover from terminations using the Windows Service Recovery features. Microsoft has accepted the defect and has developed a fix that has been proven effective in design. Workaround: Microsoft has provided the hot-fix rollup (2714394) to resolve the problem. The fix is described in http://support.microsoft.com/kb/2714394. The hot-fix rollup is distributed by Avaya and is available from the Avaya FTP (ftp.avaya.com) in the folder /incoming/guests/NGCC/NGCC1-0/AACC6-3SW/Patches/.

Log Archiver: Archive location reverts to default. Issue: After installing the Service Pack the archive location reverts back to the default location Avaya Inc Proprietary 119

Avaya Aura Contact Center 6.3 D:\Avaya\Logs\Archive

Release Notes

Workaround: If the customer wants to use an alternative to the default archive location, the customer should use Log Archiver to select the alternative location. The change applies automatically when the Log Archiver is saved.

Archiving log files to DVD The AACC 6.3 Log Archiver provides a feature where archives can be copied (or mirrored) to a DVD. There is, however, a limitation in a Microsoft API that is used by this feature to communicate with the DVD drive hardware. As a result, certain DVD drives will not work. Microsoft does not provide a list of compatible drives so it is possible to identify drives that will not work. The following is the hardware that was tested in the Avaya test labs. 1. Supported drives: LG GSA-2164D, LG GCC-4482B, LG GCC-T10N, LG GCCT20N, Optiarc AD-5560A, TEAC DV-W28EAW, TSST SH-S182M 2. Unsupported drives: TSST TS-L463A It is expected that most drives will not exhibit the problem. To check if your drive is supported, open the Log Archiver configuration window, click the Settings tab, click the Mirror Settings button, select the Disc tab and click on the Detect Media button. If you see the error message below, your drive is not supported.

Contact Center Patch Manager


Patching while backup / restore is running Cache might fail to shutdown if backup / restore is running while the patching process is running. Workaround: Do not perform patching while a backup or restore is in progress.

SIP HA Specific Issues


wi01128704 Treatments not restarted after AMS HA failover. If customer calls are in the middle of hearing treatment (announcements/music/ringback) and an AMS HA failover occurs, the treatments are not being restarted, so customers will hear silence until they are routed to an agent.

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Avaya Aura Contact Center 6.3 Work Around: There is no workaround to this issue.

Release Notes

Solution This is resolved and will be available in the SP11 Post GA Patch rollup release. wi01125405 New customer calls are not answered by AACC for 12-16 seconds after a AMS HA failover. New incoming customer calls are not answered by AACC for 12-16 seconds after an AMS HA failover occurs. This is due to the SGM component incorrectly grey listing the AMS HA pair after an AMS failover. This only impacts AACC systems with one AMS HA pair in the Media Servers list. Work Around: This is no workaround to this issue. Solution This is resolved and will be available in the SP11 Post GA Patch rollup release.

wi01007880

After manual interchange of SPHA AES, DMCC and TR/87 ports were not listening AES MR for this issue is wi01009436 On AES 6.2, during a manual interchange on SP HA AES and in one interchange, port 4721, 4722 and 4723 were not listening and all the registration went into idle mode. For AACC, after an AES switchover, AACC cannot reestablish a TCP connection with AES. Work Around: The system recovered after restarting AES Services which does not initiate a switchover. Solution The fix for this issue was included in AES 6.2.0 Super Patch 1.

Known CCMS limitations


wi01101419 Not Ready time is not consistent across reports for multiplicity agents. The inconsistency between Agent Performance and NRRC reports is intentional. When agent is working on a MM contact and is in NotReady state in AAAD, the time is not pegged as NotReady time in Agent Performance reports (because agent is not in Not Ready state in general). But NRRC reports deal with Real agent only and look at his state so calculate Not Ready time.

The temp agent is changed to Not Ready state after he initiate IM CDN contact The agent can be put in NotReady state without ability to handle MM contacts if he initiates IM CDN contact which is presented to him again. - If there is only one agent logged in and ready on the system and at the same time he initiates IM CDN contact. - If a blended agent is enabled with multiplicity and initiates IM contact to CDN then

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Avaya Aura Contact Center 6.3

Release Notes

this outgoing IM contact will be connected with the real agent while the temporary agent will remain in Idle state. So the same agent can be selected for that IM CDN contact by ASM but in turn SGM will fail the routing because the agent already has active IM session. In this case upon receiving failed routing response ASM will force the temporary agent to NotReady state so the blended agent wont be able to handle MM contacts until IM CDN contact is released by the agent or handled by another agent. SGM sends CANCEL after receiving 181 Call is being Forwarded following the INVITE to an agent DN. The scenario can occur when a script is issuing a Route Call to the agents DN when it wants to send the call to the agents voicemail. When AACC executes a route call to an agent DN it sends an INVITE since it is aware of the agents address. When this call subsequently gets forwarded to voicemail (181 CFW in the traceSM logs) then AACC pulls the call back into the script (CANCEL in the traceSM logs). wi01122385 The fix for wi01122385 introduces the ability to suppress the SIP CANCEL message generated by SGM immediately succeeding a 181 Call Is Being Forwarded. Details on how to enable this option and important pre-requisites to verify before enabling the option can be found below. It is recommended to perform these steps immediately after the successful installation of any patch that includes the resolution of wi01122385, prior to any reboot of the server platform or restart of services: 1. On the Avaya Aura Contact Center server platform, logon with administrator rights. Navigate to the following folder - D:\Avaya\Contact Center\Manager Server\iccm\sgm\config\ 2. Locate the file called SGM.properties and open it in a suitable text editor Notepad, Notepad++, WordPad, etc. 3. Add the following lines after the final entry in the file: # In Call Forwarding scenario prevent a CANCEL being sent immediately after the 181 'Call Is Being Forwarded' com.nortel.contactcenter.sgm.SuppressCancelAfter181CallForward=true 4. Save and Exit the file 5. Note that this setting must be changed on both the active and standby Avaya Aura Contact Center servers, if applicable 6. Using standard Avaya Aura Contact Center restart procedures initialize the contact center software. 7. Login and verify full operation NOTE: As per the steps above, the SGM.properties file is static, and is not replicated in a HA environment. This means that changes to this properties file only take effect after a system restart and need to be manually changed in both Active and Standby server in a HA environment. IMPORTANT NOTE: if you have already enabled this option and upgrade your AACC service pack e.g. from SP10 to SP11, you will need to manually re-enable this setting after installation of the service pack. You will need to re-enable the setting on both the active and standby servers in a HA environment. (Re-enabling simply means editing the configuration file and changing the setting from false to true as outlined in the steps above). wi01098874 AACC6.3 Transfer / Conference Number appearing as DIALLED#:N/A in CBC report

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Avaya Aura Contact Center 6.3

Release Notes

In SIP Contact Center, the dialed number information is now available and pegged correctly in CBC reports. CallConsultInit event in CBC reports will show correct dialed number in case of transfer/conference to both external DN or CDN. This feature is not supported on AML Contact Center and therefore the dialed number information does not peg. For example, DIALED#:N/A will appear in the Event data column of CallConsultInit event in CBC reports.

wi01031511 Restarting AMS services causes CCT Service to restart In an AACC SIP installation with a Windows AMS co-res; when Element Manager is being used to shutdown or re-start AMD; the CCT Server restarts. Workaround Navigate to D:\Avaya\MAS\Multimedia_Applications\MAS\bin\ locate the file PerfCounterAgent.dll. Rename the extension of this file from .dll to .dll_backup. Shutdown and restart the machine. This will disable all AMS performance counters on the machine.

Avaya Media Server


Issues affecting Windows platform only wi01053789 EM service display name incorrect when installing AMS co-resident with AACC When installing AMS 7.5 co-resident with AACC 6.3, the 'Avaya EM Service' appears in the service list as 'Contact Center Tomcat'. Workaround: No workaround necessary cosmetic issue only.

wi01090163

I18N_RU_AMS_Cannot upgrade AMS from AMS 6.2 SP4 to AMS 6.3 SP10 RB562 on SIP MBT system AMS cannot be successfully upgraded for AACC 6.2 SP4 to AACC 6.3 SP10 migrations on system with Russian locale set. This is a localisation problem with the AMS PVI Checker. Workaround: 1. Create a temporary folder on the server 2. Copy <drive>:\Install Software\AMS\Windows\InstallerMAS.exe from the SP10 Release Bundle to the temporary folder 3. Copy the <drive>:\Install Software\AMS\Windows\Properties\installer.properties from the SP10 Release Bundle to the temporary folder Launch InstallerMAS.exe from there Issues affecting Linux platform only None

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Avaya Aura Contact Center 6.3 Issues affecting Windows and Linux platforms

Release Notes

wi01117221 New AMS Installations AMS is not licensed after applying KRS (plic) license. Restart of AMS Services on EM page is required. For new windows and linux AMS installations, if a KRS (plic) license is provided, then after applying the KRS license, the AMS EM still shows the alarm indicating that it is unlicensed. Workaround: After applying the KRS (plic) license, do the following: 1. On Element Manager go to page: Home >> System Status >> Element Status 2. Hit the Restart button and hit the Confirm button. Future documentation will be updated to reflect this requirement.

wi01080237

Call Force Answer Enabled: Two parties hear both voice and ringing tone after blind CDN transfer If Call Force Answer is enabled and an internal customer (using the same CM as AACC) makes a CDN call which is answered by Agent1, the internal customer then does a blind transfer using their desk phone to a CDN, Agent2 receives this CDN call, however both Agent1 and Agent2 continue to hear ringback on the transferred call. 1. Internal customer calls CDN 2. Agent1 receives the call 3. Internal customer makes a blind transfer using their desk phone to a CDN. Note: internal customer needs to hit the "complete" button quickly. 4. Agent2 receives this call Expected Result: Agent1 and Agent2 should be connected and able to talk. Actual Result: Agent1 and Agent2 continue to hear ringback and can also hear each other. Workaround: There is no workaround to this issue. Note however that this problem only occurs when an internal customer initiates the CDN call and does a blind transfer. This will not occur if an external customer has initiated the CDN call.

wi00957439 No ringback or Announcements/Prompts played when Italian locale (it_it) is selected in CCMS Server Config If the it_it locale is selected as the default locale, then no ringback or other supplied announcements, for instance playback of digits are heard. Workaround: Windows: 1. Use the en_us locale, instead of it_it 2. Copy the following files from folder: %MASHOME%platdata\Announcements\contactcenter\default\it\it\l16 to folder: %MASHOME%platdata\Announcements\contactcenter\default\us\en\l16 ringback_it.wav busy.wav zero.wav one.wav

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Release Notes

two.wav three.wav four.wav five.wav six.wav seven.wav eight.wav nine.wav 3. Delete the ringback_us.wav file in the us\en\l16 folder 4. Rename ringback_it.wav as ringback_us.wav 5. Delete content of folders (if they exist): %MASHOME%platdata\Announcements\contactcenter\default\us\en\g729 %MASHOME%platdata\Announcements\contactcenter\default\us\en\pcmu %MASHOME%platdata\Announcements\contactcenter\default\us\en\pmca Linux: 1. Use the en_us locale, instead of it_it. 2. Copy the following files from folder: $MASHOME/platdata/Announcements/contactcenter/default/it/it/l16 to folder: $MASHOME/platdata/Announcements/contactcenter/default/us/en/l16 ringback_it.wav busy.wav zero.wav one.wav two.wav three.wav four.wav five.wav six.wav seven.wav eight.wav nine.wav 3. Delete the ringback_us.wav file in the us\en\l16 folder 4. Rename ringback_it.wav as ringback_us.wav

wi01038626 PVI Checker errors and inconsistencies In addition, when attempting to install AMS 7.5 on a Windows system with the firewall enabled and AACC firewall policy applied, the following error may be reported in the PVI Checker output: <Item Name="TCP Ports" Status="FAIL" Value="Closed on Firewall: Port 7410. Closed on Firewall: Port 7411. " Notes="TCP Ports 3306, 3389, 4001, 4004, 4005, 4020, 5060, 7080, 7090, 7410, 7411, 19999, 27000, 52005, 52007, 55334 should be opened on all network connections, please, check Windows Firewall and IP Filter settings" /> This is due to invalid configuration of some ports in the PVI Checker, which no longer need to be exposed (and are not exposed by the AACC firewall policy). Workaround: Disable the Windows firewall, re-attempt the AMS installation and then reenable the firewall. Avaya Inc Proprietary 125

Avaya Aura Contact Center 6.3

Release Notes

Linux Issue with Broadcom NIC driver During traffic testing, an issue was experienced where the NIC interface on the AMS Linux server became unresponsive. The issue was only seen on systems with the following version of Broadcom bnx2 NIC card driver: Version 1.9.3 To check the version of NIC driver on the Linux Server: Run the command ethtool i eth0 The version information for the Broadcom driver with the issue is: driver: bnx2 version: 1.9.3 firmware-version: 5.2.3 NCSI 2.0.11 To update the driver install the latest Redhat Linux updates and run the ethtool i eth0 command to verify that the NIC driver has been upgraded.

Contact Center Manager Server


Configuration Issues In a HA environment, for calls that are up before switchover, post switchover INFO messages related to this call are being sent on the local IP to AMS. In order to avoid any problems with these calls, the user must add Managed IP, Active IP and Standby IP as trusted nodes on the AMS as per documentation. Migration from NES 6.0 system Migration from a NES CC6.0 system using the Avaya migration tool does not support the migration of Nordic characters. Please contact Avaya support if you have this character set. Migration from NES 7.1 system wi01007650 SIP CS1K - AACC6.2 - SP6 - CCMM services do not start after reboot server on system migration DB from NES 7.1 Express When migrating or upgrading to AACC 6.2, do not restore the "ADMIN" database. Restoring ADMIN will overwrite the AACC 6.2 administrative data and could cause issues with installed application services e.g. CCMM service don't start after migration from NES 7.1 Express to AACC 6.2

Exchanging UUI data in AACC wi01060115 AACC 6.2 (SP6) - Incorrect user data after call is transferred out to EP When exchanging UUI data in AACC the data must be hex encoded before being sent and adhere to the following ASAI format: Protocol Descriptor + (Application Identifier + Data length + Data) + encoding suffix o Protocol Descriptor can be "00" or "04" o Application Identifier for ASAI data is "C8"

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Avaya Aura Contact Center 6.3 o o

Release Notes

Application Identifier is followed by data length e.g. 08 in example below Data length is followed by Hex encoded data e.g. 5465737431323334 example below Received data will be 00C8085465737431323334<+UCID if enabled via CM>;encoding=hex Example: Test1234 would be encoded as 00C8085465737431323334;encoding=hex

Other Known Issues wi01138953 SP11 - SIP HA - Can not start services on Active server after remove SP11 Post GA Patch Very intermittently on removal of the SP11 POST GA Patches it was seen that services would not start on the Active Server. Workaround: - Open HA utility - Ensure that HA settings are correct - Re-apply the settings by clicking OK. This should be done on both Active and Standby servers. As a result the cluster-config.xml file will be rewritten correcting the issue

wi01093311 SIP HA Voice Only-CCMS-Agent RTD shows busy while agent is on CDN call 1. Have SIP HA Voice Only system + ADTT 2. Login agent on ADTT and make him Ready 3. Agent accepts CDN call. 4. Make an auto switchover by killing service which occurs switchover (ex: TFE service) 5. After switchover completed > backup database on new active and restore database on new standby. 6. Make an auto switchover by killing NITSM by services.msc 7. Monitor the Agent RTD. Expected results: At the step 6, Agent RTD shows active with skillset name Actual results: Agent RTD shows Busy or Not Ready. Note: I refreshed RTD but it does not update new status. The issue only happened on SIP HA Voice Only but not AML and SIP non-HA.

wi01089858 1. 2. 3. 4. 5. 6. 7. 8.

AML 6.3 RB 536 CCMS ACW- With MPC on, the iSkillsetStat report is not pegged the PCP time for MM contacts if user ends ACW by logout Agent accepts a Email Agent releases email, waiting for the breaking time out. Make CDN call to agent. Agent rejects CDN call. Agent goes to Not Ready (Agent enters to ACW. Note the time). Agent logouts. Waiting for the next interval, launch report from RCW iSkillsetStat and Contact Summary report. Compare PCP field from these reports

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Avaya Aura Contact Center 6.3

Release Notes

Expected result: The PCP field from all reports is the same. Actual result: The PCP time on iSkillsetStat table is not pegged data while all remain reports are pegged data correctly Note: 1. This issue is happening on Fax, Email, SMS, WC 2. This issue is not happening on Voice, Voice mail and Outbound.

wi01077387 1. 2. 3. 4. 5. 6.

CCMS_RTD_MPC on- Agent is stuck in Break status when handling a DN Call and makes a transfer consult WC to another agent Agent Login ID: 3442 WC Contact ID: 54 DN number used to call: 3440 DN call ID: 37496593 WC skill set: WC_SP10 Time Stamp: 12:52 am

Problem: 1. Create a CPC name present1 with Break time is 20s. 2. Assign CPC present1 to agent1. 3. Create a multiplicity class name Multi1 that does not check on 3 options Agent will rema in on Ready state.. 4. Assign Multi1 to agent1. 5. Login agent1 on AAAD. 6. Make a DN Call to agent1 and agent1 accepts that call on AAAD. 7. While Agent1 is handling the DN Call voice contact, make a WC contact and send to agent1. 8. Agent1 accepts that WC contact. 9. Agent1 makes a consult WC to another agent and completes transfer that WC contact. 10. Launch Agent RTD. 11. Verify the temp row of agent1 on Agent RTD. 12. Wait for 40s or more, verify the temp row of agent1 on Agent RTD. Expected Result: 1. At step 11: The temp row of agent1 will display Break in In Contact Status Column. 2. At step 12: The temp row of agent1 will display Idle in In Contact Status column. Actual Result: 1. At step 11: The temp row of agent1 displays Break in In Contact Status column. 2. At step 12: The temp row of agent1 still displays Break in In Contact Status column. More information: 1. If agent1 release the DN call, all both row of Agent1 in Agent RTD will display Idle. 2. The issue happens on SIP and AML systems 3. It does not happen if un-checking 3 options Agent will remain on Ready state 4. The issue does not happen on SP9

Avaya Inc Proprietary

128

Avaya Aura Contact Center 6.3 wi01082555 1. 2. 3. 4. 5. 6. 7. 8.

Release Notes

6.3-AML- RTD shows the real agent row in break state while temp agent row in Not ready state Go to Multiplicity Presentation Class Create a MPC with 3 interruptible options are unchecked Log in blended Agent Ready on AAAD with above MPC From client, send a web chat to agent Agent accepts the Webcomms contact Change agent to Ready Release the Webcomms contact Look at RTD

Expected result: At step 8: RTD shows the real agent row and the temp agent row in break state Actual result: At step 8:RTD shows the real agent row in break state while temp agent row in Not ready state

wi01088868 1. 2. 3. 4.

AACC 6.3 SP10 - TCU - Should disable the Enable button of some traces which have no log Open trace control utility Input password __avaya to enable the trace configuration Go to CCMM tab, select Dashboard Check the enable button

Expected result: At step 4: The "enable" button should be disabled as has no log for Dashboad Actual result: At step 4: The "enable" button is still enable (refer to issue2) Some traces that should be disabled the "enable" button: Dashboard, LDAP, WCM

wi01089858 1. 2. 3. 4. 5. 6. 7. 8.

AML 6.3 RB 536 CCMS ACW- With MPC on, the iSkillsetStat report is not pegged the PCP time for MM contacts if user ends ACW by logout. Agent accepts an Email Agent releases email, waiting for the breaking time out. Make CDN call to agent. Agent rejects CDN call. Agent goes to Not Ready (Agent enters to ACW. Note the time). Agent logouts. Waiting for the next interval, launch report from RCW iSkillsetStat and Contact Summary report. Compare PCP field from these reports

Expected result: The PCP field from all reports is the same. Actual result: The PCP time on iSkillsetStat table is not pegged data while all remain reports are pegged data correctly Note: 1. This issue is happening on Fax, Email, SMS, WC 2. This issue is not happening on Voice, Voice mail and Outbound.

Avaya Inc Proprietary

129

Avaya Aura Contact Center 6.3

Release Notes

wi01082595 AML HA - RTD shows Idle agents to be Not Ready post switchover. 1. AML HA system 2. Login blended agent. RTD shows him as Idle (agent has to login via Ref or AAAD) 4. Perform an auto switchover by killing NCCT OI service on Active 4. Switchover is completed 5. RTD displays agents as Not Ready.

SDMCA stuck starting On a SIP based system, a rare race condition can occur when the communication to WebLM is slow. The race condition can result is SDMCA stuck starting as it waits for NDLOAM which is stopped. Workaround: Launch SCMU and click Start CCMS.

First system start-up post install, TFE stuck in starting After the first start-up following an installation, TFE can be seen stuck in a starting state. This is caused by a script activation failure. This can happen if the licensing is not correct at the time of the first start-up of the server. Workaround: Launch OD and activate all scripts. Multimedia Script first, followed by all other scripts and Master script last

wi01050669 AAAD logs in to DeskPhone Mode even when Hardphone(SIP) is not logged in AAAD allows user to Login to Deskphone mode even when there is no SIP Endpoint logged in. AES does not know if the SIP Endpoint is logged in and therefore SGM does not know so login is allowed to continue. This is not an issue with H.323 stations. Workaround: Ensure phone set is logged in.

Possible AACC Backup error when Backup operation completes Possible error message displayed at completion of an AACC backup: Error displayed at the end of a backup operation and the following is logged to the \Common Components\CC_DBMaintenance.log file: ERROR #5001: could not move directory 'O:\Backups\ccms_conf\data\Backup.log' to: 'O:\Backups\BACKUP_1\CCMS_CONF\DATA'. The folder may be in use by another application. Close explorer windows and try again. Workaround: Ensure there are no open File Explorer sessions to the backup folder and that the location is not in use OR if the issue persists, backup to an empty folder location.

Avaya Inc Proprietary

130

Avaya Aura Contact Center 6.3

Release Notes

wi01088835 SP10 CCMS SGM CLID of CC agent is updated T3683 when Elite agent receives VDN call from customer and Elite agent makes a transfer DN to CC agent 1. Remote customer makes a VDN call to Elite agent 2. Elite agent answers then makes a blind transfer to DN of CC agent 3. CC agent answers call The CLID is displayed on AAAD of CC agent as T3683#` wi01035935 AACC6.3_CCMA Can create many agents with the number is higher than Configured value of Agent positions. The AACC performs number of agent validation against Configured Agent IDs value not against Agent positions value, which is under CCMA Configuration Historical reporting If you are getting Limit exceeded error during agent creation please check that you have set Configured Agent IDs appropriately This validation was updated in SP9 to fix wi01045266 (AACC6.2 OAM: No checks performed on configured agents). Users moving from pre SP9 systems to SP11 may now encounter the error mentioned above, if they have inadvertently exceeded the Configured Agent IDs value. wi01131054 The Not Ready field is not correct with Break Time equal 0 in the iSkillsetStat, iAgentBySkillset table. Have a Multiplicity Presentation Class with 3 interruptible options unchecked. 1. Log in a blended Agent Ready on AAAD with the above MPC 2. Make a CDN call to the agent 3. Agent accepts the CDN call (Agent is changed to NotReady status automatically) 4. Agent releases the call (Agent is in Idle immediately because the break time is 0) 5. Agent sets NotReady 6. Agent sets Ready 7. Wait for the next interval, launch iSkillsetStat, iAgentBySkillset report (These reports are imported from RCW with the NotReady field added into report. This field (NotReady) is not showed on the HR Report Template) Expected Result: NotReady time from steps 5-6 is reflected in both tables. Actual Result: NotReady time from steps 5-6 is not presented in tables. This time is shown as Idle.

wi01107848

AACC6.3 SP10 using close to 16GB while under max traffic in GAL HCLab on CoRes system

At very large active agent numbers, the RAM consumption can approach the physical limit of the server. Therefore, 32 GB is recommended for configurations where the number of active agents is 4000 or greater.

License Manager

Avaya Inc Proprietary

131

Avaya Aura Contact Center 6.3

Release Notes

After a full un-install of Corporate License setup, CCMM LM starts up as Nodal After the reboot following a full un-install of Corporate License setup, CCMM LM starts up as Nodal license. Workaround: Run the Server Configuration utility after the patches have been re-installed.

Standby CCMM did not get the MMP license on switchover CCMM does not check its license state until cache is up and running, but the problem is that the LM client is getting initialized beforehand (when the CCMM LM Service starts). This is ok most of the time, as it initializes and connects to a running LM, but in this co-res campus standby scenario it points to a bogus LM so it looks for the grace license and cant get it from the db. The licensing component does not recover from the first failure to connect to the db. Workaround: A CCMM restart will bring everything up.

wi01104823

HA - SDMCA gets stuck in starting state after License change to add Networking feature and performing switchover without rebooting Standby first Description: When users enable Networking on the Active server, this change will be synchronized automatically to the Standby server. But there is a mismatch between the Active & Standby about enabling NDLOAM service. It's enabled on the Active, but not on the Standby. SDMCA will get stuck due to NDLOAM disabled on the Standby if switchover is initiated. To prevent this issue, after the Active Server has been rebooted you must also reboot the Standby server for it to pick up the updated information correctly.

Networking versus non-Networking license features in WebLM When using a WebLM licensing mechanism, If the networking feature/license is defined, License Manager will only make available agent licenses of type "NET" (networking) and not of type "LOC" (local) for consumption by other AACC components i.e. it will not be possible to unselect the "Networking" package in Server Configuration and expect the previously created NET agent licenses to work likewise. Workaround: Produce a non-Networking WebLM license file when non-Networking operations are required.

Contact Center Manager Administration


wi00823354 Error on realtime dashboard when downloading .Net framework 3.5 SP1 to client The following error may appear when installing the .Net framework or .Net Framework SP1 on a client PC stating that An error occurred while downloading a required file. You may retry downloading the file or cancel setup. If the file being downloaded is aspnet.msp, please refer to the troubleshooting guide for a resolution.

Avaya Inc Proprietary

132

Avaya Aura Contact Center 6.3

Release Notes

AD-LDS errors appear during install but installation completes and reports success In circumstances where a server which was on a domain has been restored from a virtual image or a ghost image, AD-LDS may fail to install correctly during the CCMA install. Several popup errors will appear during the install, but the CCMA install will continue and report success. The errors are as a result of broken trust between the server and the domain due to the fact that it was restored from an image. The machine needs to be removed from the domain then re-added before installing the CCMA software.

Avaya Inc Proprietary

133

Avaya Aura Contact Center 6.3

Release Notes

Avaya Inc Proprietary

134

Avaya Aura Contact Center 6.3

Release Notes

CCMA pages fail to load on some client machines but work ok on the server Certain CCMA pages appear to freeze while loading on some client PCs while the same pages work correctly when loaded on the CCMA server. This issue can be caused as a result of configuration settings on the network interface card, in particular certain Broadcom Gigabit Ethernet cards. This is a documented problem at the operating system and a workaround is available from Microsoft. http://support.microsoft.com/kb/951037

wi00822957

Update OpenInterfaces Web Services and SCE Web Services to support https/SSL The CCMA WCF Web Services need to be updated to support HTTPS/SSL. WCF web services are limited in relation to SSL/nonSSL support. A single web.config cannot support both (This is a Microsoft limitation). CCMA has 2 WCF web services - SCE and Open Interfaces and it installs only the nonSSL versions by default. Therefore SCE/Open Interfaces fail if SSL is enabled. In order to work around this limitation and allow SCE and Open Interfaces to work with SSL, you must do the following procedure: 1. Open a command prompt (DOS window) 2. Navigate to \avaya\contact center\Manager administration\server 3. Run wcApplyChanges i Note: if you ever need to revert back to a nonSSL setup, you will need to re-run the steps performed above.

Migrating data between 6.x releases In the case where data from an earlier 6.x service pack is being migrated to a 6.2 CCMA server, the following command should be run to update the database: <installdrive>:\ Avaya\Contact Center \ Manager Administration\Apps\Sysops\RunCCMADataMigration.exe HROnly Unable to restore CCMA backup from server with multiple drives to a server that only has a single disk The CCMA restore utility does not allow the user to restore a CCMA backup taken from a server that has more than one disk drive (e.g. C:\ and D:\). A similar hardware configuration is required on the new server in order to support this restore.

wi01044847

CCMA Server Rename Procedure does not change server name in Crystal RAS The Crystal Reports Server Embedded 2008 installation sets the current server host name in an XML configuration file. CCMA does not change or offer step to change this entry as part of the CCMA server name change. Workaround:

Avaya Inc Proprietary

135

Avaya Aura Contact Center 6.3

Release Notes

Use the following steps to edit the clientSDKOptions.xml file Open File Explorer and navigate to C:\Program Files (x86)\Business Objects\BusinessObjects Enterprise 12.0\win32_x86 Right click on the clientSDKOptions.xml file and select Edit or Open in Notepad Locate the text <Server>hostname:1566</Server>, where hostname is the current or previous server name Change hostname to localhost, new text should be <Server>localhost:1566</Server>

wi00785816 Agent Map only shows a single block for agents in a multiplicity environment Agent Map does not currently support reporting multiple contacts. It will correctly report on the primary contact (i.e. the equivalent of the agents collapsed row in a Standard Agent tabular display)

wi01050175 Downgrading a CCMA from AACC 6.3 to AACC 6.2 SP7 results in increased CPU usage After downgrading a CCMA server from AACC 6.3 to AACC 6.2 SP7 the CCMA LM service consumes the full resources of one CPU (e.g. 25% CPU usage on a quad processor server). There is an SP7 patch available from Avaya Support to resolve this issue.

wi01058428 Internet Explorer 8 terminates intermittently when downloading updated ActiveX controls The first time that Internet Explorer accesses CCMA after an upgrade it will download the updated ActiveX controls. In some cases IE may terminate immediately after the download. Restarting the browser fixes the problem and it will work correctly thereafter.

wi01074996 DNS shouldn't be listed in the Domain Details section of agent details page when associating a user account There is a text field on the agent details page named Server IP (or DNS) which is required when mapping an agent to a windows user. This field should contain the fully qualified name or IP address of the domain controller.

wi01058419 Unable to download agent information from the SCT tool wi01130782 SCT User Data Download fail with SP8 and SP10 wi01068522 The Domain and DomainUserName are added to the agent automatically when downloading from SCT The number of agent to skillset assignments that you can download/upload from the

Avaya Inc Proprietary

136

Avaya Aura Contact Center 6.3

Release Notes

Configuration Tool spreadsheets is restricted due to the Microsoft Excel 2003 limit of 256 columns per worksheet. Not all of the 256 columns are available for skillset data, as some are reserved for information such as First Name, Last Name, UserCapability, Login ID, Language, PrimarySupID, Contact Types, etc. These restrictions need to be considered, so that data is not lost during download/upload. A further issue has been discovered related to large numbers of Agents and Skillsets, resulting in the SCT failing to load data due to a time-out. The following issue has been discovered with the SCT tool. On a CCMA system which has agents that don't have corresponding CCT agents created and you use the SCT tool to download Users information. The SCT tool automatically adds Domain and DomainUserName information for those agents without corresponding CCT agents, when it shouldn't. The Domain and DomainUserName information can also be incorrect, as the variables are not being reset for each agent. This can result in duplicate Domain and DomainUserName information being displayed for multiple agents. Solution: In order to resolve the issues mentioned above, a file drop has been provided. The new files are based on Excel 2007 which removes the limit of 256 columns of data per spreadsheet. Therefore SCT can download/upload more than 256 contact types and Skillsets correctly. The following files are attached to ClearQuest wi01130782: m1_sct.exe (M1 Spreadsheet 6.3 SP10) sip_sct.exe (SIP Spreadsheet 6.3 SP10) ncc_sct.exe (NCC Spreadsheet 6.3 SP10) sct_templates.exe (All Spreadsheets 6.3 SP10)

wi01079087 CCMA unclear message cannot add users greater than Configured value for Configured Agent IDs in Historical statistics

Avaya Inc Proprietary

137

Avaya Aura Contact Center 6.3

Release Notes

If the user attempts to add an agent when the maximum value for "Configured Agent IDs" or Agent Positions has been reached, a generic error message is returned. For example if the value for "Configured Agent IDs" in the Historical Statistics page is set to 900. Once this limit is reached, if the user then tries to create agent 901, the error message will be displayed. The same behavior is also true for the Agent Positions field. The user needs to increase the value of the "Configured Agent IDs" and Agent Positions in the Historical Statistics page, but this is not evident from the error message (see screenshots below). The error message is as follows: Error: Unable to save the users details.-2147220475:The number of items you are adding exceeds the currently configured maximum value. Increase the configured value on the Parameters page of the Historical Statistics Configuration window, and then try again.

wi01083312 Agent unable to login to AACC when they have IM contact type assigned but do not have a Voice URI. CCMA currently allows the IM contact type to be assigned to an agent when the agent doesn't have a Voice URI. This agent is then not able to log into AACC as the Voice URI is required. CCMA needs to validate this configuration and prevent the login error from happening.

Avaya Inc Proprietary

138

Avaya Aura Contact Center 6.3

Release Notes

wi01074646 HR- The format of the Short Contacts Accept field is incorrect Launch Agent Efficiency by Contact Type report. The Short Contacts Accepted field is displayed as a number with two decimal places, while it should be displayed without decimal places

wi01075211 Scripting- Error cannot retrieve Script variable list If you create a new user with full data assigned to user partition and read only right for script variable and read and update right for Application Thresholds If you Open Application Thresholds and try to modify some statistic of threshold class, you will receive an error and script variable list doesnt show. Note: The error doesnt occur if user opens script variable before opening application threshold.

wi01076537 CCM The error message is not correct when the limit of 150 skillsets are assigned to an agent When you try to assign more than 150 skillsets to an agent, you receive a generic error message: Error: Unable to save the users skillsets.-2147220443:An unexpected error occurred in the Client. Please contact your Technical Support Prime if the problem persists. [2147220443]:IceUsers.Users. The error should read something like this: Error: -2147220443: The maximum number of skillsets that can be assigned to this agent is 150, and it has been reached. To assign this skillset, please remove any unused skillsets from this agent, and then try again. [1061]:IceUsers.Users.1

wi01089564 Multimedia - full stop issue Functional This is purely a cosmetic issue on a Russian Localised system where there is an extra full stop on the Multimedia page.

wi01117618 APM SP11 Skillsets with special characters from NES 7 could not be searched on APM On NES7 there are some skillset names with special characters like: 1, oan3&_SK:land, oan3 & _SK:land, then migrated to AACC 6.3 SP11. The skillsets are able to view correctly in Configuration -> Skillsets but they cannot be viewed at APM (Access and Partition Management) by searching agents by Skillsets. The list of skillsets is empty and you cannot

Avaya Inc Proprietary

139

Avaya Aura Contact Center 6.3

Release Notes

search skillsets. CCMA 6.3 SP11 does not allow inputting those special characters. You need to manually delete those special characters at CCMA configuration when migrating NES7 to AACC 6.3 SP11.

Communication Control Toolkit


wi00795012 CCT8 a blank address appears after launching CCT WebAdmin After launching the CCT WebAdmin using IE8, the browser flags a dialog asking to add a blank URL http:// even if the CCT server address has been added as a trusted site. Workaround: Click the cancel button to continue or selection the option to not present the dialog in future and continue.

wi01031511 Restarting AMS services causes CCT Service to restart In an AACC SIP installation with a Windows AMS co-res; when Element Manager is being used to shutdown or re-start AMD; the CCT Server restarts. Workaround: Navigate to D:\Avaya\MAS\Multimedia_Applications\MAS\bin\ locate the file PerfCounterAgent.dll. Rename the extension of this file from .dll to .dll_backup. Shutdown and restart the machine. This will disable all AMS performance counters on the machine.

wi01075843 1. 2. 3. 4.

AACC6.2_AML_SP9_CS1K7.65P RefClient is hold automatically after complete 4 parties with CDN call Agent 1 makes call CDN call to Agent 2 by RefClient Agent 2 answers the call Agent 1 makes a conference call to Agent 3 and completes conference Agent 1 makes a conference call to Agent 4 and completes the conference on RefClient, but the info on contact is showed held in RefClient of Agent 1

Workaround: There is no workaround for this issue, a ConferenceComplete event is not being sent by the CS 1k. A CS 1k WI01074653 has been raised.

wi00953017 AACC 6.3_SIP RnR_Some CCT services could not start after the system switchover automatically CCT WebAdmin throws exception when an attempt is made to view a list of resources. Below is an example which may be see when listing users: java.util.MissingResourceException: Can't find resource for bundle java.util.PropertyResourceBundle, key fetchPage() Dal Exception, Error Message: com.nortel.cct.dal.ws.CCTDALWSGetPageOfUsersDALFaultFaultMessage: ERROR [42S02] [Cache ODBC][State : S0002][Native Code 30]

Avaya Inc Proprietary

140

Avaya Aura Contact Center 6.3 [D:\Avaya\Contact Center\CCT\NCCTDALS.exe]

Release Notes

Here is the corresponding error in CCT_DAL logs: 2012-12-20 14:16:56.850 CCTDAL 5-6912 0 Major None Error CCTDB Throwing CCTDBException(DatabaseError): ERROR [42S02] [Cache ODBC][State : S0002][Native Code 30] [D:\Avaya\Contact Center\CCT\NCCTDALS.exe] [SQLCODE: <-30>:<Table or View not found>] [Location: <Prepare>] [%msg: < Table 'DBO.PAGING_NCCTCUSER' not found>] Workaround 1. Uninstall AvayaAura_CCT_6.3.209.1 patch. 2. Please contact support. Support will run scripts to completely remove the temporary tables. 3. Reinstall AvayaAura_CCT_6.3.209.1 patch. Test CCT WebAdmin to ensure it is now fully functional.

wi01076018

Failure to execute Third Party Software Upgrade Utility after Service Pack 10 Installation Avaya Aura Contact Center 6.3 Service Pack 11 requires a Third Party software upgrade to support Java dependent product components. A utility has been designed to aid in the deployment of new Third Party software called the Third Party Software Upgrade Utility. This utility will upgrade the Java Runtime Environments from JRE 1.6.0 Update 17 (32 bit) and JRE 1.6.0 Update 21 (64 bit) to JRE 1.6.0 Update 37 (both 32 and 64 bit). The NCCT OI Service requires JRE 1.6.0 Update 37 (32 bit) to function. If the Third Party Software Upgrade Utility has not been run, this version of JRE will not be present on the system. To fix, the user must run the Third Party Software Upgrade Utility and upgrade their Third Party software.

wi01075419 [SP10] SIP CS1K RnR-CCT-The line is disappeared after making auto switchover by killing NCCT OI service 1. Have CCT SA RnR system installed and configured 2. Login the same agent on both RefClient and AAAD 3. Agent accepts a CDN call 4. Make an auto switchover by killing the NCCT OI Service 5. Drop CDN call on Phone set/IP soft phone When the RefClient is logged in the status of the Agent is Ready. No lines are displayed on the

Avaya Inc Proprietary

141

Avaya Aura Contact Center 6.3 RefClient. Workaround: Stop/Restart CCT services by HA GUI.

Release Notes

wi01074924 CCT IAgent.Supervisor call fails to return the super ID 1. Launch the CCT RefClient with an agent mapped that is assigned to a Supervisor on CCMA 2. When the RefClient has connected to the CCT server click on the View - Agent Details menu item to display the agent details page. 3. Observe the Supervisor field. 4. The Supervisor field displays as <none> This issue does not happen if the Agent is mapped to a AgentSupervisor. Workaround: There is no workaround in AACC 6.3; this issue is fixed in AACC 6.4.

wi01093577 I18N_ CCT console- Cannot open user information and there is an error message on CCT Console when open a CCT user that has username in extended character 1. Create a windows user that has extended characters as part of their username 2. Launch and login CCMA 3. Go to CCM page > Create an Contact Center Agent that is associated with the Windows user 4. Go to Configuration page > Select the CCT server > Launch CCT admin. 5. On CCT admin> Click on User > Double click on the Contact Center Agent. 6. The information of this user cannot be displayed and CCT admin Workaround: This issue only affects the display of the Agent details in the CCT WebAdmin; the functionality of the Agent is not affected. A restart of the AACC machine will address this issue.

wi01102189 Cannot complete conference if the AG is not ended at the agent who receives that conference call 1. Login Agent1 and Agent2 using RefClient 2. All Agents are configured Agent Greeting 3. Agent1 accepts a CDN which is called from customer 4. After that, Agent1 initiates a conference to Agent2 by CDN number 5. Agent2 answers the call 6. Agent Greeting is playing 7. Agent1 tries to complete conference CS 1k MPLRs and CCT code re-work to accommodate the changes in AML messaging are require to address this issue. The fix for this issue will be delivered as part of AACC 6.4. Agents can remain out of service after partial CCT restart In the event of recycling or termination of the CCT Service "NCCT TAPI Connector Service" the auto-recovery of CCT may fail and CCT clients may remain out of service due to a known issue. In the event of multiple CCT clients remaining out of service and you are satisfied that

Avaya Inc Proprietary

142

Avaya Aura Contact Center 6.3

Release Notes

the switch is operational then it is recommended to do a complete restart of CCT by: 1. Open the "System Control and Monitor Utility" 2. Go to "CCT" tab 3. Click "Shut down CCT" button. 4. When enabled click "Start CCT"

Default CCT DAL WS port 9000 used by CCT Web Administration conflicts with third party applications. The default TCP port (9000) of CCT DAL WS can conflict with third party applications. The following critical exception may be seen in CCT_DALWS.log: Failed to open the CCT DAL Web Service. CAUSE: System.ServiceModel.AddressAlreadyInUseException: HTTP could not register URL http://+:9000/ because TCP port 9000 is being used by another application. ---> System.Net.HttpListenerException: The process cannot access the file because it is being used by another process Currently there is no opportunity to configure this port (planning to introduce support in 6.4), therefore no third party application should use this port. Port 9000 used by: CCT SMON CCT Web Administration

AML agent state reported incorrectly If an AML agent attempts to logout of AACC while on a Posn ID call, CCT will display the agent as Logged Out while the CS 1k reports the agent as in a Pending Logged Out until the Posn ID call drops at which stage the agent gets logged out automatically. The Pending Logged Out stage can be cancelled by an agent by clearing the Make Set Busy request. After this step CCT is out of synch with the CS 1k. To resolve this issue the Agent must manually logout of the phone set and log back in via the CCT client.

CCT-IVR CCT-IVR with MPS3.5 and MPS4.1 has been tested and verified with AACC Service Pack 11. For MPS3.5 there is no license change. For MPS 4.1 the license string for version would need to be 4.1 for tls, cshdxls, csrsmls, and cstapils. The installation of CCT IVR must be done on a standalone server and cannot be installed co-resident with an Avaya Aura Contact Center server.

Contact Centre Multimedia


Multimedia Only Install In a multimedia only install, the outbound contact is still visible and can be assigned to an agent. This will cause an issue on login as Outbound license is not available on Multimedia only install. Do not assign the Outbound contact type to agents on a multimedia only install.

Avaya Inc Proprietary

143

Avaya Aura Contact Center 6.3

Release Notes

WI00783464 CCMM8: Agent browser incorrect after uninstall of .NET 3.5 After uninstalling the Microsoft .NET 3.5 framework on an Agent desktop. Launching Agent Desktop does not detect that .NET 3.5 isnt on the client. This is due to Internet Explorer passing incorrect information about its environment to CCMM server. This is a core Microsoft issue. WI00784615 AAAD performance in a high latency network Running AAAD over a network with high latency will adversely impact its performance. AAAD should run over a network with sufficient speed and bandwidth. Minimum requirements for the network will be specified in the P&E guide.

Dialed Number is showing blank for most of the CampaignCallByCallDetails report. Support for the Dialed Number in the Campaign CallByCallDetails report is not available in AACC 6.3.

WI00793563 CCMM: MCMC Service restarting after service shutdown on SIP/CoRes Systems The MCMC service restarts intermittently after getting shutdown. This is due to the service recovery settings in Windows Service Control. By default these are set to restart the service after 1 minute if it terminates. On shutting down the MCMC service there is an intermittent issue where the service terminates instead of shutting down cleanly hence the service is restarted by service recovery. Workaround(to get MCMC service to remain shutdown): Switch off the failure recovery in Windows Service manager using the following steps: 1. Launch Start->Run 2. Enter services.msc and enter 3. Select the service CCMM Multimedia Contact Manager, Right click and select properties. 4. Select the Recovery tab. 5. Change the settings under First, Second and Subsequent failures from Restart the Service to Take no Action Note: Setting should be changed back to Restart the Service when system operational.

wi00932192 AACC services not starting after patching a full Multimedia cores system On a system where CCMM is co-resident with AACC, an important registry key may get overwritten during patching. In order to install a new service pack, any older service pack has to be removed, so, for a time only the base software is on the machine. If the base CCMM services start, the LSHost registry key can be updated to an incorrect value for the co-resident system, causing start-up problems for the AACC after patching is complete. Workaround: After installing the new service pack, run Server Config to fix the LSHost registry key.

Avaya Inc Proprietary

144

Avaya Aura Contact Center 6.3

Release Notes

wi00891414 Mail Attachments do not backup when path/filename exceeds 255 characters Note: A fix for this issue was delivered in SP6 to prevent new attachments exceeding 255 characters. However, workaround information is still required for customers upgrading from prior releases. Mail Attachments do not get backed up if path/filename is over 255 characters. This is due to a limitation of NTFS. The following error will be reported in logs when attempting a backup ERROR #5001: xcopy - Initialization error (not enough memory or disk space, invalid drive, or syntax error) This error does not indicate a failure of the database backup rather a failure to backup the attachment folders. Workaround: Copy the attachment files directly out of the subfolder to the location you require the files stored.

wi00992664 AAAD doesn't display status of agent on Web Comm. when customer is typing message from Firefox Browser. In Webcomms SDK customer user typing notification is disabled in Firefox because of Firefoxs inability to handle user-typing updates without losing displayed characters. If desired functionality is required recommend customers use IE or Chrome

wi01011000 SIP CS1K - AACC6.2 SP6 IM - Presence tab is disappeared on login page of Agent after upgrading from an older SP When upgrading your CCMM server from an older SP to AACC 6.3, you first must remove the old SP software. This action will remove the settings on your CCMM Administrator that were newly introduced in the AACC 6.1/6.2. These settings should be recorded before this process is started and will need to be manually reset in the CCMM Administration tool after the upgrade to 6.3 is finished.

wi01029680 AACC 6.2 SP6 - Default welcome message overwritten during SP uninstall The Default Welcome Message for webchat is overwritten by the default Avaya message after SP install. The message is updated by the base install after one SP is removed and before next SP is installed. Note: this issue does not occur for Welcome Messages configured per skillset. Issue is specific to the Default Welcome Message when no Welcome Message is configured for a skillset. Workaround: After the SP install update the default welcome message to the desired text.

wi00851137 CCMM overwriting licensing LSHost & Type values Upgrading from one CCMM patch level to another may cause LM registry key to be incorrectly updated. The LSHost & Type keys located at HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Nortel\LM may be overwritten. Avaya Inc Proprietary 145

Avaya Aura Contact Center 6.3

Release Notes

This means CCMS services do not start after the CCMM patch has been installed Workaround: To stop this issue occurring, once the CCMM patches have been applied, if CCMS ServerConfig is run, it will set the LS_Hosts registry key to the correct value.

wi01056755

Essential_6_3_AAAD_Voice call history function does not work on Essential system On Essential system, administrator configures Display Voice contact function on Web Admin CCMM to display voice contact history on AAAD. When customer makes a CDN call and agent receives it on AAAD, agent opens History tab on Customer Detail page of AAAD, but the voice contact history detail does not display Workaround: If MM license is available, Voice call history will work.

wi01048027 AAAD uses ctrl-home macro in email handling operation. AAAD uses ctrl-home macro when it is handling emails. If 3rd party applications are deployed on the same PC as AAAD, agents should not be using the ctrl-home macro to access this application as this short cut could be invoked inadvertently using AAAD. Workaround: Use different macros instead of ctrl-home.

wi00836601

DN to CDN conference, call representation on AAAD is lost after conf complete The following is an edge case scenario where a customer calls an Agents Phone number directly (not via the contact centre) and then the Agent transfers the call into the Contact Centre. The issue only occurs when the following exact steps are taken: 1. Customer calls Agent 1 DN number directly 2. Agent 1 initiates a CDN conference to Agent 2 (conferencing the customer call indirectly into the CC) 3. Agent 2 answers the call. 4. Agent 1 completes the conference call. 5. Agent 2 releases call, leaving Agent 1 and customer on the call. After Agent 2 drops off (step 5), the call is still physically present between physical phone sets and Agent 1 and the customer can continue to converse with no issues. However the representation of the disappears from agent 1s AAAD. No Contact Center calls will be lost as a result of this scenario, and no CC calls will be routed to agent 1 while it remains busy on the Conference.

wi01074080 [SP10] CCMM admin- User Settings- The Save button works improperly when user inputs invalid digits in Maximum Number of Agent Initiated Emails field

Avaya Inc Proprietary

146

Avaya Aura Contact Center 6.3

Release Notes

The save button will be enabled when user inputs invalid digits in Maximum Number of Agent Initiated Emails field in CCMM Admin. Workaround: Do not enter and save invalid values.

wi01075228 [SP10] Elite - CCMM Admin - Should move the configuration about Work Completion mode to CCMM Admin There is a new feature in SP10/SP11 to allow work completion mode to be changed on a per work item basis. Configuration of the feature has yet to be implemented in CCMM admin. Workaround: Users who wish to enable this feature should contact their support representative.

wi01089067 WK [FR][SP10 RB536] AAAD_Hardcode of warning message is not localized Currently some warning messages for AAAD client connection failures are not Localized. These will be localized in a later release.

wi01090916 [SP10] AAAD truncated the work code when Elite Agent go to follow up mode Currently Elite voice users may experience truncation of work-codes on AAAD during follow up time, if the work code exceeds 20 characters.

wi01104145 Mail Service Properties file - changes are lost after upgrade of AACC from previous Service Pack line-up to SP11. Custom Changes to mailservice.properties file in D:\Avaya\Contact Center\Multimedia Server\Server Applications\EMAIL are not maintained on Service Pack removal. Any changes made to this file after a Service Pack install, will be lost when the Service Pack is removed. Workaround: To maintain the changes, please backup the file before Service Pack removal and manually replace the file after a new Service Pack install.

wi01121387 Email Manager memory spikes when running AML multiplicity traffic Email Manager memory may spikes intermittently under high traffic if system has a large number of customers. Workaround: Archive out customers from the system.

Scroll Bar does not work on an AAAD 'filtered' autocomplete list. When an autocomplete list is presented on AAAD, the user can type a character to filter the autocomplete list. If the resulting filtered list is greater than 16 items, there will be a scroll bar, but the scroll bar will not work.

Avaya Inc Proprietary

147

Avaya Aura Contact Center 6.3

Release Notes

This is caused by a known defect in Microsoft .Net. Workaround: The Microsoft position is that users should use the keyboard to navigate this autocomplete (filtered) list i.e. arrow buttons to move, and Enter to select.

AAAD ClickOnce update fails. Occasionally an AAAD ClickOnce update will fail if the client has had multiple updates without a re-boot. The error displayed will be "Cannot start the application. Contact the application vendor for assistance". Clicking on the 'Details' button will reveal the following failure message: "The process cannot access the file because it is being used by another process" This is a Windows issue. The problem is in the interaction between the particular PC and the Microsoft ClickOnce publishing platform. Workaround: Reboot the client machine to release the locked file and re-launch the clickOnce AAAD.

Orchestration Designer
wi00957924 Switchover handling script - updates will not apply if script edited previously If the Switchover Handling flow has been updated by the customer prior to installing AACC 6.3 SP, then the AACC 6.3 SP version of the flow will not be deployed during the install. The version that was updated by the customer will continue to be in use. Customers have to manually merge the changes to the Switchover Handling flow into the AACC 6.3 SP version supplied by Avaya. Procedure to Deploy the AACC 6.3 SP Switchover Handling flow: 1) Install AACC 6.3 SP 2) Open Orchestration Designer. 3) Create a new CCMA in the Local View. 4) Copy the CCMS from the Contact Center view to the Local view. 5) In the Local view, rename the Switchover Handling flow to something else. 6) Import the Switchover Handling flow. The location of the flow is dependent on the installation of OD. The default locations are: a. 64-bit: %ProgramFiles(x86)%\Avaya\Contact Center\SCE\8.2.2239\Samples\Flows\SIP\Update b. 32-bit: %ProgramFiles%\Avaya\Contact Center\SCE\8.2.2239\Samples\Flows\SIP\Update 7) Open the flow just imported. The new areas of the flow are highlighted in the screenshot below. 8) Copy all the custom changes to the Switchover Handling flow to the Switchover Handling flow provided by Avaya. All the changes are expected to be located in the Queueing tab.

Avaya Inc Proprietary

148

Avaya Aura Contact Center 6.3

Release Notes

9) Right click on the CCMS and select Synchronise. When the Synchronisation View appears on screen, right click on the new Switchover Handling flow and select Update in Contact Center 10) To test the new Switchover Handling flow, execute a switchover followed by a switchback. However, please be aware that this procedure can be time consuming.

Avaya Inc Proprietary

149

Avaya Aura Contact Center 6.3

Release Notes

Security Framework
wi01008566 Uninstall of base SFW does not remove all data, breaking the next re-install If the security framework is uninstalled from a server and then re-installed CND does not install correctly. The result is that SFW cannot be configured. This has been reproduced with the SFW base install that is bundled with AACC SP5. CND remains in Add/Remove programs after SFW has been uninstalled. It cannot be removed from Add/Remove programs. Workaround: The CND registry information must be manually removed from the registry after the SFW has been removed. - Launch Regedit - Search for "Common Network Directory" - Delete the registry key that contains this information. At this point the SFW can be re-installed.

Feature Specific: Multiplicity


wi00794149 [M&I] Agent By Skillset Post Call Processing stat not working with Multiplicity Post Call Processing (also known as After Call Work) is the time the agent spends performing activities relating to the contact that has just been completed. The agent signals the start of PCP by entering the Not Ready state. When the agent is working on multiple contacts PCP is not pegged until the last contact is released. Workaround: No workaround currently available.

Feature Specific: High Availability


wi00895527 AACC HA: Following a Switchover and then a Switchback, Agents that have been logged in for all this time will have incorrect RTDs until the next call/contact 1. Agent has (for example) multiplicity, with 1 email and 1 voice. 2. Switchover 3. Follow procedure for Switchback (backup & restore etc) 4. Switchback 5. Assume agent has remained logged in, and is still working on the call and email. 6. Examine RTD for the agent 7. The voice line for the agent shows busy not active, and the skillset is not shown. 8. The MM contact(s) are summarized in one line, with busy, or idle if no MM contacts are active. The skillset is not shown. 9. RTD corrects automatically with next new call, new email.

Avaya Inc Proprietary

150

Avaya Aura Contact Center 6.3

Release Notes

This limitation applies to situations where the standby AACC is started after there has been agent/call/contact activity on the active AACC. A switchover and switchback is a prime example, but could also occur during commissioning. Note that the standby AACC is not tracking every nuance of contact processing that is taking place in the active. The key preserved elements are agent login state and ready state. Some RTD items such as time in state will revert to zero and start counting again upon the outage of the active AACC. Workaround: No workaround. RTDs automatically recover, but will be incorrect until next new call/contact. For customers that choose to perform steps 3 & 4 as out of hours maintenance this problem will not arise, because after step 2 the agents will have logged out and they will log in again as part of step 5.

wi00926067 AACC HA: Call Disconnects Can be Lost While AACC is Switching Over The AACC takes between 200msec and 5 sec to complete a switchover. During this time it is possible that a BYE may originate from the Session Manager. While the AACC HA pair is in transition, this BYE cannot be processed or acknowledged, and it will not be resent by the SM. Therefore, it is possible for example that when a customer goes on-hook, the customer leg of a call will be properly cleared, but the associated agent leg will not automatically be taken down. The agent will also have to disconnect (i.e. separately disconnect his/her leg of the session). Workaround: Agent clicks release button on AAAD at the end of the conversation with the customer. Re-Attempting INVITEs Note that, similar to BYE, INVITE call setup sequences could conceivably be in progress when AACC switches over (i.e. before the call dialog is stable / established). Depending on when the AACC switchover occurs relative to the progress the SIP dialog setup, the agent may be set to NRdy. The agent can go Rdy again to workaround if this occurs. In SM/SMGR 6.1, there is no specific config item to make the SM retry an INVITE when Timer B expires (i.e. when the INVITE request times out), plans are underway to include such an option in SM 6.2.

wi00895119 AACC HA: Cannot complete in-flight consultative transfer post-switchover A supervised transfer that is in-flight at the time of an outage of the active AACC cannot be completed. Workaround: Following the AACC switchover, the agent disconnects and re-calls the transferee number, which does not affect the customer leg of the session. The transfer can then be completed.

Avaya Inc Proprietary

151

Avaya Aura Contact Center 6.3

Release Notes

wi00953109 Disabling NIC on Active crashes SMMC For an SMMC based HA system, if the NIC is disabled it can cause SMMC to crash. The crash can result in an indeterminate state of HA system Workaround: There is no workaround. In an SMMC based HA system, do not disable the NIC on the active server.

wi00947429 On switchover Presenting contacts' Call Presentation timeout has not worked correctly Set the system to have a Return To Queue of, for example, 30 seconds (set in CCMA, Configuration, Call Presentation Classes). Log in an agent, set to NRdy Send in a CDN call or webcom or email (depending on which contact type is appropriate for the agent you are using) Set the agent ready & once the contact is presenting/alerting, dont answer, pull the CAT 5 cable(s) out of the active AACC, causing a switchover. The presenting contact will not timeout after 30 sec. In general, it will remain alerting until answered. In the case of a voice call, a separate SIP timeout will occur and the call will be taken back and requeued. There is no loss of customer contacts or calls, there is no loss of agent state. The absence of Call Pres timing is only visible for the subset of contacts that happen to be alerting on AAAC at the time of the active AACC outage. Workaround: None. Call Pres timing operates normally for all contacts routed postswitchover.

wi01073764 [SP10]AML-6.3-The Migration button is always disabled with the system time zone is not on DST To Prevent the corruption of the database and keep its consistency when doing a Database Migration, the above work item was created. When attempting to migrate in Database maintenance, if you have Daylight Saving Time (DST) Turned on, the migrate will not continue as it causes severe inconsistencies to the database thus affecting other components. It has been observed that if you do not have the latest Hot fixes for countries DST, Database maintenance gets inaccurate readings from your windows settings as your system is out of date, thus allowing migrations when it shouldnt, or blocking migrations when it should. Workaround: Install the latest Hot fixes for DST that apply to your Timezone and system.

Avaya Inc Proprietary

152

Avaya Aura Contact Center 6.3

Release Notes

wi00972300 SIP HA - Post switchover with an email backlog (<4000), RTD's are incorrect In a very rare instance, it has been observed that after a switchover the number of contacts reported by the RTD is not the same as reported prior to the switchover. All real contacts are correctly routed and processed by agents. Workaround: The root cause of the reporting discrepancy is the contact processing sub-system can be operational before the reporting sub-system is available. There is currently no workaround.

wi00999914 CCMA 6.2: Replication: Schema migration fails for NES6.0 to AACC6.2 upgrade. Order change required. This issue only impacts upgrades from NES 6.0 to AACC 6.2 when CCMA replication is configured on NES 6.0. The upgrade procedure involves a migration from the NES 6.0 server (running Win 2003) to a new AACC 6.2 server (running Win2008 R2) and these steps are fully documented in the Upgrade and Patching guide. Issues have been seen where errors are displayed during the upgrade procedure CCMA System Upgrade utility. These errors are the result of schema changes failing during the upgrade and result in login errors when attempting to authenticate against CCMA. Example: Invalid profile ID. Workaround: To avoid this issue, the following upgrade/migration procedure must be changed: Guide: Avaya AuraContact Center Upgrade and Patches (NN44400-410) Chapter: Chapter 10: Contact Center Manager Administration migration Modifications to current procedure: 1. The step Removing obsolete replication entries from the active CCMA server must be done before the NES 6.0 Backup is taken. IMPORTANT: This step will remove replication from the NES 6.0 system. Always take a backup of the CCMA server before making any changes in case you need to revert to a replicating system again. 2. As the replication partners are removed prior to the migration, there is no requirement to disable replication as part of the procedure. More information on the Removing obsolete replication entries from the active CCMA server step: The currently documented procedure for the above step, assumes running ADSI Edit on a Win 2008 R2 server. As this step is now recommended prior to the NES 6.0 backup, the following procedure should be used. Remove obsolete replication entries from the primary CCMA server (NES 6.0 / Win2003) Avaya Inc Proprietary 153

Avaya Aura Contact Center 6.3

Release Notes

When migrating to a new server, it is necessary to remove any old CCMA replication references from the primary server configuration. Any new secondary servers will be re-added during install time. 1. 2. 3. 4. Run the ADSI Edit tool from: Start, All Programs, ADAM, ADAM ADSI Edit. Create a connection by choosing Action, Connect To: Choose the Configuration option for the Well known naming context option. Specify localhost for the computer to connect to.

Note: Ensure that the correct port number is specified. The default is 389 but this is configurable at install time and may be different on your system. Example:

5. Expand Configuration, then expand CN=Configuration container 6. Expand CN=Sites. 7. Expand CN=Default-First-Site-Name.

Avaya Inc Proprietary

154

Avaya Aura Contact Center 6.3

Release Notes

8. Expand CN=Server to see a list of servers in the replication configuration set. Identify the old (NES) Secondary servers that are no longer in use and will be replaced by a new CCMA installation. Servers will appear in the format: CN = <ServerName>$SymposiumWC Note: You can confirm you are removing the correct server by checking the dnsHostName field in the properties window for that server entry.

9. Under CN=Servers, on the unwanted standby CCMA server object, right-click and select Delete. Caution: Take care not to delete the active CCMA server entry from the list of server objects. 10. Accept the deletion confirmation dialog box.

wi01076997 AACC 6.3 SP10 HA: could not start HA system after daylight saving time changes due to mixed dates in the journal files When testing Daylight Savings Time (DST) changes in a Lab setting it is sometimes necessary to move the Servers Date backwards. This is something that would not happen in the real world and is not supported. If you do need to adjust the Date backwards, it is possible that the Cach Database will not Start Up, this is due to the fact that there will be Journal Files on the system with Future Dates. It is possible to recover from this situation by following these steps:

Avaya Inc Proprietary

155

Avaya Aura Contact Center 6.3

Release Notes

Ensure Cach is Stopped. Set the Date/Time back to where you need it to be. Delete all the Journal Files in the X:\Avaya\Contact Center\Databases\Journal folder. Reboot the Server. Perform a Backup and Restore of the Databases.

This should also preserve the integrity of the Database in that no data will be lost, but it should be noted that any data that contains Date/Time information could potentially have data marked as being in the future, this would be particularly evident for the Historical Statistics for example. It should be stressed that this cannot happen in Live running, as Dates are never moved backwards, even with a DST change, it is only the Time that changes. wi01125718 AACC_IQ RTD mismatch after AACC switchover Post completing an AACC switchover when an IQ system is being used for reporting, for a period of time there is a mismatch of the reported data (Agent State & Route Points) in the IQ reports. Other data is correct. Work Around: The system recovers itself after a period of time (aprox 45 mins). The AACC RTDs continue to show the correct information.

During CCMS start up, an automatic switchover or CCMS monitored services can be restarted if service start up takes longer than configured monitor time Systems affected: Some AML / SIP CS1k CCMS systems with large amount of task flow scripts/applications e.g. > 300 scripts/applications. Pre-conditions: Automatic Switchover is Enabled and Service Monitoring is ON. Background: During CCMS services start up e.g. post reboot or manual start up of services, if monitored services OAM_Service, NBTSM_Service, NITSM_Service, ASM_Service, TFE_Service, CCMS_OAM_CMF_Service, CCMS_SIP_Service, CCMS_NBMSM_Service, or CCMS_UNE_Service take longer than 8 minutes to start, CCMS service Service triggers an automatic switchover Workaround: Configure 1200 seconds for StartWaitTime under High Availability-CC Configuration. See attached image

Avaya Inc Proprietary

156

Avaya Aura Contact Center 6.3

Release Notes

Note: If for any reason, monitored services takes longer than 1200 seconds (20 minutes), turn off Service monitoring by un-checking the "Monitor" checkbox before or during the start up. Once the CCMS services fully started, Monitoring can be turned on with default configuration or other custom configuration.

Avaya Inc Proprietary

157

Avaya Aura Contact Center 6.3

Release Notes

APPENDIX C - Localisation Avaya Aura Contact Center 6.3 (AACC) SP11 Localization
Ayaya Aura Contact Center 6.3 SP11 localization update for French, German, LA Spanish, Simplified Chinese, Traditional Chinese, Japanese, Brazilian Portuguese, Russian, Korean and Italian. Contact Center Manager Administration (CCMA), Avaya Aura Agent Desktop (AAAD) and Outbound Campaign Management Tool (OCMT), Crystal Reports and online Help are translated. This service pack rolls up a number of critical fixes to issues reported by the customers and found in Avaya labs.

Overview of AACC 6.3 I18N and L10N Products & Components


Components that are used by Contact Center agents or by Contact Center supervisors performing non-specialized functions are localized. Interfaces to support administration or specialized functions (for example, creating routing applications) are not localized. The following table lists all AACC 6.3 products and components in relation to Internationalization and Localization: AACC 6.3 Products CCMS CCT Server Utility International Localized? OS Support? Yes/No Yes/ No All components Yes No Component All components Yes All components Yes No No No n/a Only Administration users work with Server Components. Comments

License Manager All components Yes Web Collaboration All components Yes

CCMA CCMA CCMA

Server Components

Yes

No Yes Yes

Contact Center Yes Management Access and Partition Yes Management

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Avaya Aura Contact Center 6.3 International Localized? OS Support? Yes/No Yes/ No Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes No Yes Yes

Release Notes Comments

AACC 6.3 Products CCMA CCMA CCMA CCMA CCMA CCMA CCMA CCMA CCMA

Component Real-Time Reporting Historical Reporting Configuration Emergency Help Outbound Crystal Report Templates NCC Crystal Report Templates Agent Desktop Display Online Help

See section 10 for more details.

CCMA

Orchestration Yes Designer (OD)

No

CCMA CCMA

Configuration Tool Element Manager Server Components Administration AAAD Client AAAD online Help OCMT Client OCMT online Help

Yes Yes

No No

The target audience of the Localization effort (call center agents and supervisors) do not use the OD tool. Only administrators use the Configuration Tool. Login page is localized.

CCMM CCMM CCMM CCMM CCMM CCMM

Yes Yes Yes Yes Yes Yes

No No Yes Yes Yes Yes

Software
Supported operating systems For CCMA, only languages that are appropriate to the local operating system of the server can be enabled. For example, the simplified Chinese language can be enabled on a simplified Chinese OS, however German can NOT be enabled on a simplified Chinese OS.

Avaya Inc Proprietary

159

Avaya Aura Contact Center 6.3

Release Notes

The following language operating systems support Contact Center Manager Server (CCMS), Communication Control Toolkit (CCT), Contact Center Manager Administrator (CCMA) Server, Contact Center Multimedia (CCMM) Server, License Manager (CCLM) and Server Utility (CCSU) coresident:
Supported Language OS
Windows Server 2008 R2 Standard edition Windows Server 2008 R2 Enterprise edition Windows Server 2008 R2 Standard edition + SP1 Windows Server 2008 R2 Enterprise edition + SP1

Languages ZH-CN
Y Y Y Y

FR
Y Y Y Y

ES
Y Y Y Y

DE
Y Y Y Y

PT-BR
Y Y Y Y

JA
Y Y Y Y

ZH-TW
Y ** Y ** Y ** Y **

RU
Y Y Y Y

KO
Y Y Y Y

IT
Y Y Y Y

** Windows 2008 R2 for Chinese Taiwan must be used.

Language specific support and configuration


NB: The local language operating system, for example French, should be a full language operating system (installed from the language DVD/CD) rather than as an OS language patch on top of an English operating system install, for example English Windows 2008 with Microsoft French language patch installed. Support of CCMA Client The CCMA client is supported on Internet Explorer 7, 8 and 9, with the browsers Language Preference set to the relevant language e.g. Japanese Japanese CCMA client is supported on Internet Explorer 7, 8 and 9, with the browsers Language Preference set to ja-JP Language French German LA Spanish Simplified Chinese Traditional Chinese IE Browser Language Preference fr-FR de-DE es-CO zh-CN zh-TW Language Japanese Brazilian Portuguese Russian Korean Italian IE Browser Language Preference ja-JP pt-BR ru-RU ko-KR it-IT

Support of CCMM Client The CCMM client is supported on the relevant language Windows 7, Vista Client and XP clients e.g. German German CCMM client is supported on German Windows 7, German Vista Client and German XP Client

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Avaya Aura Contact Center 6.3 Support of CCMM Server and Configuration Notes

Release Notes

CCMM server / Regional Options Configuration


The CCMM Server is supported when installed on the relevant language 2008 with regional options defaulted to the relevant client e.g. French CCMM Server installed on French 2008 with Regional Options default set to French

Enable email analyzer


Language French German LA Spanish Simplified Chinese or Traditional Chinese Japanese or Korean Brazilian Portuguese Russian Italian Email Analyzer Change default SimpleAnalyzer to FrenchAnalyzer GermanAnalyzer AlphanumericAnalyzer ChineseAnalyzer CJKAnalyzer BrazilianAnalyzer RussianAnalyzer ItalianAnalyzer

See French as an example: An English email analyzer (AlphanumericAnalyzer) is enabled by default for keyword analysis of English Latin-1 character sets on the CCMM server. A FrenchAnalyzer should be specified for French. The mailservice.properties file on the CCMM Server specifies what analyzer is used and lists all supported analyzers in the comments. Action needed: Update mailservice.properties file on the CCMM server to enable the email analyzer for French 1. 2. 3. 4. 5. 6. 7. Stop the CCMM Email Manager service on the server Navigate to D:\Avaya\Contact Center\Multimedia Server\Server Applications\EMAIL Open mailservice.properties Change the properties of the file from read only to write available In the <box> search for the line mail.analyzer=AlphanumericAnalyzer Change mail.analyzer=AlphanumericAnalyzer to mail.analyzer=FrenchAnalyzer Start the CCMM Email Manager service on the server

The keyword is used correctly for routing email messages with a French string.

Wildcard use (Asian), Limitation 1 - Single Byte Routing


NB: The following wildcard limitation applies to Asian languages only Again, using Japanese is used as an example, but all Asian languages using double byte will apply;

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161

Avaya Aura Contact Center 6.3

Release Notes

To route a single byte keyword, you must save the keyword as DOUBLE byte on the server. There is a limitation when enabling the email analyzer to Japanese (CJKAnalyser). This is a limitation of the creator of the analyzer, Lucene. A problem arises ONLY when using SINGLE BYTE characters in the keyword, double byte routes successfully. To route a single byte keyword, you must save the keyword as DOUBLE byte on the server. There are no new files needed for this workaround. Action: The workaround is to add DOUBLE byte keywords to route both single and double byte successfully. If you wish to route a single byte keyword to a skillset, you must setup the keyword in DOUBLE byte. For example to route the single byte keyword to a skillset called EM_Test do the following. 1) Create a DOUBLE byte keyword In the Multimedia Administrator, click the plus sign (+) next to Contact Center Multimedia, click the plus sign next to E-mail Administration, and then double-click Keyword Groups. The Keyword Groups window appears. To create a new keyword group, click New. In the Name box, type a unique name for the keyword group (maximum 64 characters. This NAME must be in English). E.g. DoubleByteCoputa In the Keyword box, type the word (in DOUBLE byte) you will be searching for. E.g. Click Add. The keyword is added to the list, and the keyword group is created. Click Save. 2) Create a Rule to route the keyword to a skillset Start the Rule Configuration Wizard. On the Rule Configuration Wizard Input Criteria window, under Available Keyword Groups, select a keyword group you want to use for this rule. E.g. DoubleByteCoputa Click the black arrow to insert the keyword group name into the selection box. Click Next. In the Rule box, type the name for your rule. E.g. DoubleByteCoputaRule In the Skillset box, select a skillset for your rule. . E.g. EM_Test Click Save. Click Finish. Your rule is created with the keyword group. 3) Send in an email with the SINGLE byte word . The single byte keyword now routes successfully to the EM_Test skillset. ** Note this also applies when using wildcards in keywords.

Wildcard use (Asian), Limitation 2 - Wildcard * and ? string position


NB: The following wildcard limitation applies to Asian languages only Wildcard ? or * can only be used at the end of a keyword in a Japanese environment. When using the wildcard * or ?, it can only be used at the end of a string for example: * = ok Avaya Inc Proprietary 162

Avaya Aura Contact Center 6.3 * = no

Release Notes

Note: To route the wildcard keyword successfully, the * can be entered in either full-width or half width. The ? can be entered in full-width only

Email Domain Names (Asian)


NB: The following applies to Asian languages only Using Japanese as an example: Internationalized Domain Names are defined by RFC 3490. They can include glyphs from East Asian languages. The take-up on these domain names has been low to date - mostly because of the dangers of phishing sites (an email with a link to www.aib.ie in an email might point you to a site that has the "i" and a "b" in the domain but some other glyph resembling an "a". W3C have identified a means of using punycode to implement IDNs - this basically provides an ASCII equivalent to the domain name. Normally, the client (web browser or email client) accepts the IDN in native characters and converts it to punycode e.g. xn--jp-cd2fp15c@xn--fsq.com . The receiving client will identify the sender as being a punycode string and resolve to the native characters. CCMM can support IDNs by having the user enter a punycode email address directly. The receiving client will be capable of rendering the native characters.

CCMM friendly display names


Display names are referred to in the CCMM Server online Help in section Creating or changing a recipient, section 99. In the Display Name box, type the friendly name you want to appear in the e-mail From address (for example, Customer Support). You must enter a display name for each mailbox. In response to the case reported above, the Internet Standard IETF RFC 1036, Section 2.1, permits only ASCII characters in the display name. Some email vendors, such as MS Outlook, included, invalidly permit double-byte display names which are contrary to the Internet Standard. CCMM has always strictly adhered to the Internet Standard and handles only ASCII characters.

Logging on to Contact Center Manager Administration


Log on to Contact Center Manager Administration to access the application and administer the contact center. Enabling languages The customer can no longer decide if a language should be installed, a new CCMA Configuration utility was added to enable a language. The Language Settings utility is accessed from the CCMA Configuration screen.

Avaya Inc Proprietary

163

Avaya Aura Contact Center 6.3

Release Notes

The AACC 6.3 GA version has English only on the list. English is always enabled and cannot be disabled. The utility shows the current server code page. English is for the current server code page in the screenshot below.

Once Service Pack is installed, all localized languages will appear. Only languages matching the current server code page can be enabled, others are disabled. The utility supports multiple row selection and space bar toggling of enabled checkbox. To quickly enable or disable all supported languages, press [Ctrl] + A, then press space bar.

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Release Notes

Note: If server code page changes, previously enabled languages can still be changed. User should disable the languages not supported. CCMA will only use languages if code page matches.

Procedure steps Note: To launch CCMA in a local language (French for example): Enable French language as described in section 4.1 From a French client PC, start Internet Explorer to connect to the CCMA server If you wish to launch CCMA in a local language (French for example) BUT THE CLIENT OPERATING SYSTEM IS ENGLISH, From an English client PC, change the browser language to French in the internet options, using the following steps. 1. Launch Internet Explorer. 2. In Internet Explorer, click Tools Internet Options. Result: The Internet Options window appears. 3. Click Languages. Result: The Language Preferences window appears. Verify that the language you want to use appears in the Language box. E.g. French [France] [fr], 4. If the language does not appear in the box, then you must add it as follows: a. Click Add. Result: The Add Language window appears. b. From the list of languages, click the appropriate language, and then click OK. Result: The language now appears in the Language Preferences window. c. Proceed with the next step to move the language to the top of the box. 5. If the language you want to use appears in the box, then you must move it to the top of the list as follows:

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a. In the Language box, click the appropriate language. b. Click Move Up until the language appears at the top of the box. c. Click OK to close the Language Preferences window. 6. Click OK to close the Internet Options window. 7. In the Address box, type the URL of the Contact Center Manager Administration server. The default URL is http://<server name>:81, where <server name> is the computer name of the Contact Center Manager Administration server. Attention: Do not type the IP address in the Address box. Using the IP address results in problems with Scripting, Historical Reporting, Configuration, Contact Center Management, and Access and Partition Management. 8. In the User ID box, type your user ID. 9. In the Password box, type your password. 10. Click Login.

Start Localized AAAD Client


Pre-installation steps Information on how to start AAAD NOTE: To start AAAD in a local language (French for example), from a French client PC, start AAAD. If you wish to launch AAAD in a local language (French for example) BUT THE CLIENT OPERATING SYSTEM IS ENGLISH, change the Format, Location, Display language and Language for non-Unicode programs, in Control Panel > Region and Language settings, to French. Make sure that no Agent Desktop Client is installed on the desktop and the .Net cache is clear after uninstalling previous versions of Agent Desktop Client. See Section 8.1, "Emptying the .Net cache on the client PC running AAAD and OCMT," for steps to clear the .Net cache. Procedures such as uninstalling application and flushing out the .Net cache require administrator rights. Installing the Agent Desktop Client Install the Agent Desktop if you are launching the application for the first time or if you are launching the application following installation of an upgrade or a patch.

Prerequisites
Ensure that the administrator has configured your Windows User ID in CCT and that you have a valid User ID, Password, and Domain for use with Contact Center Agent Desktop.

Procedure steps
1. In Windows Explorer or Internet Explorer, enter the HTTP address (URL). The correct URL format is http://<Contact Center Multimedia servername>/agentdesktop/LANGUAGE CODE* Using French as an example, the URL is http://ccmmservername/agentdesktop/fr 2. Click Launch AAAD. 3. Click Install.

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Release Notes

Starting the Agent Desktop Client Start the Agent Desktop when you are ready to view the application. Ensure that you install Avaya Aura Agent Desktop. Ensure that the administrator configures your Windows User ID in CCT and that you have a valid User ID, Password, and Domain for use with Contact Center Agent Desktop.

Procedure steps
1. In Windows Explorer or Internet Explorer, enter the HTTP address (URL). The correct URL format is http://<Contact Center Multimedia servername>/agentdesktop/LANGUAGE CODE* Using French as an example, the URL is http://ccmmservername/agentdesktop/fr 2. Click Launch AAAD on the web page. or Click Windows Start, All Programs, Avaya, Avaya Aura Agent Desktop 6.0. The Agent Desktop toolbar appears. If a CCT Connection Failure message appears, your Windows User ID is not configured on CCT. Click Retry to enter valid User Credentials or click Cancel to exit the application. * Applicable LANGUAGE CODEs to be used are: French = fr German = de LA Spanish = es Simplified Chinese = zh-cn Traditional Chinese = zh-tw Japanese = ja Brazilian Portuguese = pt-br Russian = ru Korean = ko Italian = it

Start OCMT Client


Pre-installation steps Information on how to start OCMT (Only when a language patch installed) NOTE: To launch OCMT in a local language (French for example), from a French client PC, launch OCMT. If you wish to start OCMT in a local language (French for example) BUT THE CLIENT OPERATING SYSTEM IS ENGLISH, change the Format, Location, Display language and Language for non-Unicode programs, in Control Panel > Region and Language settings, to French. Make sure that no OCMT Client is installed on the desktop and the .Net cache is clear after uninstalling previous versions of OCMT Client. See Section 8.1, "Emptying the .Net cache on

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the client PC running AAAD and OCMT," for steps to clear the .Net cache. Procedures such as uninstalling application and emptying the .Net cache require administrator rights. Logging on to the Outbound Campaign Management Tool Log on to the Outbound Campaign Management Tool in the Contact Center Manager Administration application to open the application to configure, monitor and maintain an outbound contact campaign. Prerequisites Ensure that your contact center is licensed for outbound campaigns. Ensure that you have a Contact Center Manager Administration user name and password. Procedure steps 1. Log on to Contact Center Manager Administration. 2. On the Launchpad, click Outbound. 3. In the left pane, select a Contact Center Multimedia server. The translated Outbound Campaign Management Tool window appears.

Detecting Language files


If the client has previously launched English-only AAAD and OCMT applications from the server, these files are now stored in the GAC (.Net cache) on the client PC. The .Net cache (GAC) therefore, needs to be emptied on the client PC so the latest English and language files can be taken from the server. Emptying the .Net cache on the client PC running AAAD and OCMT Procedures such as uninstalling application and emptying the .Net cache require administrator rights. 1. 2. 3. 4. 5. Close AAAD and OCMT. Click Add/Remove Programs. Remove Avaya/Avaya Aura Agent Desktop 6.2. Navigate to C:\Documents and Setting\USERNAME\local settings\apps\ . Delete the 2.0 folder. Note: This folder may be hidden. If so, open Windows Explorer and click on Tools, Folder options. Choose the View tab. Under Files and folders or Hidden files and folders, choose to show hidden files and folders. Click Apply and click OK. Start AAAD to download the latest AAAD files from the CCMM server. Start OCMT from CCMA to download the latest OCMT files from the CCMM server.

6. 7.

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Comments on Translations
French Translation of the software attempts to find terms that are acceptable to both Canadian and European French speakers. Some translations are different from the terms usually used in your region. Latin American Spanish Translation of the Software attempts to find terms that will be acceptable to both Latin American and European Spanish speakers. This may result in some translations being different from the terms usually used in your region. Note there are no special comments on the remaining languages i.e. German, Simplified Chinese, Traditional Chinese, Japanese, Brazilian Portuguese, Russian, Korean or Italian

Crystal Report templates


Business Objects Language Packs In order to view localized crystal report templates, Business Objects offers language packs which are included on the AACC DVD - under the path \ThirdParty\Crystal RAS 2008\package\langs. Please install the relevant language pack. Upgrades install Crystal from the Service Patch Bundle and not the original language packs from DVD. Localized templates The following table outlines which Historical reports are provided localized in French, German, Italian, LA Spanish, Brazilian Portuguese, Korean, Japanese, Russian, Simplified and Traditional Chinese. Additional reports are localized in some regions to maintain consistency with previous localized releases. CCMA Report Type
Contact Center

Report Template Name


Contact Summary Originator By Disposition Activity Code By Address Agent By Address Contact Duration Contacts Closed by Reason Code Contacts Closed by Skillset Contacts Details Contacts Outstanding Detail Contacts Outstanding Summary Contacts Received by Skillset Campaign Call Details Campaign Performance Campaign Script Results Details

Localized?
Y Y Y Y Y Y Y Y Y Y Y Y Y Y

Multimedia

Outbound

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Avaya Aura Contact Center 6.3 CCMA Report Type Report Template Name
Campaign Summary Script Summary Agent Performance Activity code by agent Agent average calls per hour Agent average calls per hour - bottom five Agent average calls per hour - top five Agent by Activity Code Agent by Application Performance Agent by Skillset Performance Agent DN Performance Agent DN Performance Calls Answered, Bottom 5 Agent DN Performance Calls Answered, Top 5 Agent Efficiency Agent Efficiency By Contact Type Agent Efficiency By Skillset Agent Login/Logout Agent NACD Activity Agent Performance Agent Performance by Supervisor Agent Performance Calls Answered, Bottom 5 Agent Performance Calls Answered, Top 5 Agent Short Calls Agent Transferred/Conferenced Activity Estimated Revenue by Agent Not Ready Reason Codes by Agent Skillset by Agent Performance Call by Call Statistics

Release Notes Localized?


Y Y Y Y Y Y Y Y Y Y N N Y Y Y Y N Y Y N N Y Y N Y Y Y Y Y Y Y Y Y Y Y Y Y Y Y Y Y Y Y Y Y Y Y

Call-by-Call Configuration

Config - Activity Code Properties Config - Agent By Supervisor Properties Config - Agent Properties Config - Agent Skillset Assignment Config - Agent Skillset Properties Config - Agent Supervisor Assignment Config - Application Properties Config - Application Script Properties Config - Application Template Properties Config - CDN (Route Point) Properties Config - Database View Definitions Config - DNIS Properties Config - Formula Properties Config - Historical and Real Time Statistics Properties Config - IVR Queue and Port Properties Config - Logged In Agent Config - Multimedia Config - Route Properties Config - Script Variable By Script Config - Script Variable Properties

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Avaya Aura Contact Center 6.3 CCMA Report Type Report Template Name
Config - Skillset Properties Config - Supervisor Properties Config - Telephone Display Properties Config - User Access Privilege Config - Real Time Template Properties Networking Config - Network Site and Application Properties Config - Network Skillset Routing Properties Crosstab - Network Incoming Calls Crosstab - Network Outgoing Calls Network Application Performance Network DNIS Statistics Network Incoming Calls Network Outgoing Calls Network Route Performance Network Skillset Performance Network Skillset Timeline Network Skillset Timeline By Contact Type Activity Code By Address Agent By Address Contact Duration Contact Duration By Agent Contact Summary Contacts By Agent Originator By Disposition Activity Code By Application Application by Activity Code Application By Skillset Application Call Treatment Application Delay Before Abandon Application Delay Before Answer Application Performance CDN (Route Point) Statistics Crosstab - Application Performance Crosstab - CDN (Route Point) Statistics Crosstab - DNIS Statistics Crosstab - Route Performance Crosstab - Skillset Performance Crosstab - Trunk Performance DNIS Statistics Music/RAN Route Statistics Route Performance Skillset By Application Skillset Performance Skillset Timeline Skillset Timeline By Contact Type Trunk Performance Agent Productivity

Release Notes Localized?


Y Y Y Y N n/a n/a n/a n/a n/a n/a n/a n/a n/a n/a Y Y Y Y Y Y Y Y Y N Y N Y Y Y Y Y N N N N N N N N N N Y Y Y N n/a

Contact Summary

Others

Predictive Outbound

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Avaya Aura Contact Center 6.3 CCMA Report Type Report Template Name
Agent Time Summary Predictive Campaign Summary Dialing Statistics Diligence Report By Phone Number Diligence Report by Portfolio & Retrieval Key Management Summary Administration Users Report Groups User Defined Partitions Access Classes

Release Notes Localized?


n/a n/a n/a n/a n/a n/a Y Y Y Y

Security Framework
If you are using the Security Framework, a specific patch provides the localized version of the Security Framework. The name of the patch is SFW02.00.55.00LanguagePack1g.zip and is located on support.avaya.com. The patch contains all language modifications plus the translations in French, German, LA Spanish, Simplified Chinese, Traditional Chinese, Japanese, Brazilian Portuguese, Russian, Korean and Italian for the Password Change page and its instructions. Prior to installing the patch, ensure that you start from a clean installation of CCMA and corresponding security framework. To install: 1. Stop the JBoss server/service 2. Unzip the new patch into the root of the Security Framework directory (for example D:\Avaya\Contact Center\Security Framework) 3. Accept any override 4. Restart the JBoss server/service Note: Select the correct root of the Security Framework directory to ensure the patch is applied. Note: Only the Login page is localized. Localization of initial system login notice When you start localized versions of Security Framework, on the log in page, you may notice that some text is not localized.

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Release Notes

The text shown above is boilerplate text in English that administrator updates when configuring Contact Center for the first time. The administrator can choose to make the appropriate updates while leaving the text in English or can choose to replace the entire notice with one in the appropriate language.

Known issues
Known issues are listed in this section. If you encounter a feature issue, review this document and report the issue if it is not listed here: WI
wi00983865 wi00795200 wi00855354 wi00962101 wi01060023 wi01074283 wi00860290 wi01060633 wi01058701 wi01039279

Description
[FR] AACC6.2-CCMA-SP5-RU03-Online Help: The word Nodal in the online help of RTR is wrong AAAD8: There does not have a error message when add an invalid email on AAAD AACC6.1_OCMT: Importing Call Data from ODBC cannot recognize values properly [FR] AACC_6.2_SP4_OCMT: Message Outbound Number Barred is hardcode when pull an outbound contact. L10N_FR_Contact radio button is truncated on AAAD [SP9-FR] SIP CM6.xSome string when initiating and transferring a webchat are not localized AACC6.1: Take Ownership button is truncated [DE] AACC6.2 SP7 AAAD Send button is smaller than Cancel button when agent receive WC [ES] AACC6.2 SP7 AAAD Alert icon is truncated when agent transfer the call without filling call number [PT-BR] AACC6.2-CCMA-SP6-CCM: Add many users, hardcode IsCTIEnabled on error message AACCMM6.1: Hardcode General Settings" is truncated." L10N_BR_PT_SIP_OCMT_title in Time zone tab of Call Setting is truncated [PT] 6.2_SIP_L10N_OCMT_ Custom Field with single quotation marks name is not recorded in Campaign 6.2_ L10N_SIP_AAAD_Hardcode error message: 'the contact retrieve request was refused' when attempt to pull contacts pass the MPC value limit AACC6.2 SP7 HR_Data on Network skillset Performance report is drop down AACC6.2 SP7 HR_The avg skillset time row on Agent performance report is truncated The name of month displays incorrectly in Japanese

Language
French French French French French French German German Spanish Brazilian Portuguese Brazilian Portuguese Brazilian Portuguese Brazilian Portuguese Brazilian Portuguese Japanese Japanese Japanese

Target Resolution

AACC 6.4 AACC 6.4

AACC 6.4 AACC 6.4 AACC 6.4

AACC 6.4

AACC 6.4

wi00857195 wi00961060 wi00962124

AACC 6.4

wi00965751 wi01061016 wi01061025 wi01057051

AACC 6.4 AACC 6.4 AACC 6.4

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language. [JA]AACC6.2-CCMM-SP5-RU03-OH-OCMT: Working with disposition code section is not fully localized. L10N_JA_AAAD_The message at AAAD Status bar is not localized. L10N_JA_OCMT_ Hardcode appears on OCMT Modify Campaign Status window L10N_JA_Pseudo: Hardcodes on AAAD / Statistic are not localized [KO] AACC6.2-CCMA-SP5-RU03: Server Connection Status - Refresh - Truncation AACC6.1 CCMM The display for Korean full name is wrong order in AAAD and OCMT [KO][JA] OCMT Export Wizard pop-up message appears in EN. [RU] L10N AML AACC_6.2_SP4_CCMA: Submit button in Phoneset Displays is truncated [RU] AACC6.2-CCMA-SP5-RU03- Online Help: Hardcode Skillset on help page of Graphical display AACC6.1:Campaign History is truncated AACC6.1:Campaign History is truncated [RU] L10N AML AACC_6.2_SP4_AAAD: Truncated on Skillset dropdown list when creating email [RUS] - CCMM - (OCMT) - Create and append/Campaign settings - Verifying - word order [ZH-CN] AACC6.2-CCMA-SP5-RU03-RTR: Dashboard display Options - Truncation [ZHCN] AACC6.2CCMA-SP6-HR: Some information of Online Help is not localized [ZHCN] AACC6.2 SP7 HR RCW In help file, the word -showis not localized [ZH_CN] AACC6.2-CCMA-SP5-RU03-OH-HR: The help information shows hardcode AACC6.1_CCMA: The CCM and CCMA arent showed full name [ZH-CN] AACC6.2CCMA-SP5-RU03-HR: On AdministrationReport Groups report, string Server: displays improperly OCMT8: Welcome page is in wrong format AACC6.2: On zh-tw Script Variables By Script report, ensure fields in header are from ScriptVariableProperties [ZHTW] AACC6.2-SP6-CCMA-Online Help-HR-ProceduresTo schedule reports: the strings isnt localized L10N_SP7_OCMT _ Have a strange frame on OCMT windows [I18N] [ZH_TW] AML_6.3_CCMA _Configuration The webpage is error when launching Phoneset Displays and cannot update displaying for phoneset

Release Notes

Japanese Japanese Japanese Japanese Korean Korean Korean Russian Russian Russian Russian Russian Russian Simplified Chinese Simplified Chinese Simplified Chinese Simplified Chinese Simplified Chinese Simplified Chinese Simplified Chinese Traditional Chinese Traditional Chinese Traditional Chinese Traditional Chinese AACC 6.4 AACC 6.4 AACC 6.4

wi00984706 wi01057659 wi01057661 wi00795379 wi00994137 wi00867788 wi00927213 wi00961223 wi00983876 wi00857320 wi00864462 wi00960534 wi00935206 wi00984348 wi01035249 wi01061051 wi00981688 wi00864986 wi00997294 wi00795292 wi00893776 wi01042721 wi01059415

AACC 6.4 AACC 6.4 AACC 6.4 AACC 6.4 AACC 6.4

AACC 6.4

AACC 6.4

wi01040378

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Release Notes

Internationalization issues or common across all languages and require a base fix WI
wi01065732 wi00981156 wi00984414 wi01004254 wi01030027 wi01038530 wi01057053 wi01066729 wi01076190 wi01086477 wi01086501 wi01086731 wi01086828 wi01087055 wi01087058 wi01095337 wi01095360

Description
CCMA - Configuration - Historical Statistics - Error Message - Hardcoded [All languages] AACC6.2-CCMA-SP5-RU03-CON: Some fields can input invalid character by using language keyboard [DEU][FRA] CCMM (OCMT) Modify campaign, Campaign summary at: bad sentence structure [All languages] AACC6.2-CCMA-SP5-RU03-MUL: Hardcode on notice message when launching an invalid CCMM server AACC6.2CCMM-SP6-[All]-Outbound: The error message is not localized when user exports data without campaign. [FR][ES][ZHTW] AACC6.2CCMM-SP6-OCMT: On OCMT, Campaign status Not loaded should be localized L10N_SP7_AAAD _ The strange frame is appeared on the Customer Search windows CCMM - AAAD - Email - Email without the attachment - Misleading Error Message AACC6.3 SP10_CCMA_Other language options disappear on CCMA language settings WK - [CHS][KOR][JPN][CHT] AAAD - Name Order - Local Format EN - CCMA - RTR - Private Tabular Displays - Threshold colors - Click here to select %1 - Valiable issue [KOR][FRA] AAAD - Auto-Suggestion window - No closing button CCMM - AAAD - About - All rights reserved - hardcoded CCMA - (Configuration) - Multiplicity Presentation Classes - Save confirmation window - Source CCMA - HR - Report Creation Wizard - Formulas - New - Validate Appearance of error message AAAD - Transfer - User Tab - Layout Issue [ESO] AAAD - Receiving a call - Incoming call from XXX - Truncation CCMA - HR - Outboung - Campaign Script Results Details - (table name: ..., typefield: ...) - no proper linebreak when string is divided to two due to its length CCMA - Launchpad - Emergency Help - Date/time [ENG] SOURCE ISSUE - CCMM - AAAD - open same email from two agents & close the AAAD while contact is open - Waning message Open Contact & Contact Open - inconsistency [All languages] - AACC6.2 - CCMA - HR - Schedule - Hours format singular/plural issue [All languages] AACC6.2 CCMA RTR: The tooltips arent localized when applying filters to real-time displays [All languages] - AACC6.2- CCMA Config/CCM Hardcode on Contact Types [PTB] - CCMM - (OCMT) - Create & Append Call Settings - Customer Match - Layout CCMM AAAD - Email - CC - To, CC , Bcc buttons - Truncation CCMM - AAAD - Pop up - Selection Error - HARDCODED CCMM - AAAD - Add a contact window - Hardcodedcar

Target Resolution
AACC 6.4 AACC 6.4 AACC 6.4 AACC 6.4 AACC 6.4 AACC 6.4 AACC 6.4 AACC 6.4 AACC 6.4 AACC 6.4 AACC 6.4 AACC 6.4 AACC 6.4 AACC 6.4 AACC 6.4 AACC 6.4 AACC 6.4 AACC 6.4

wi01097365 wi01097386

AACC 6.4 AACC 6.4

wi01097404 wi00933296 wi00933312 wi00934037 wi00934327 wi01066082 wi01066090 wi01066094

AACC 6.4 AACC 6.4 AACC 6.4 AACC 6.4 AACC 6.4 AACC 6.4 AACC 6.4

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Release Notes
AACC 6.4 AACC 6.4 AACC 6.4 AACC 6.4 AACC 6.4 AACC 6.4 AACC 6.4 AACC 6.4 AACC 6.4 AACC 6.4 AACC 6.4 AACC 6.4 AACC 6.4 AACC 6.4

wi01066397 wi01066403 wi01066419 wi01066424 wi01066580 wi01066588 wi01066687 wi01066691 wi01066695 wi01089066 wi01097402 wi01078458 wi01067087 wi00868148

CCMM - AAAD - Email - This {0} contact is currently being replied to Missing variable value [PTB] - CCMM - AAAD - Login - Layout Issue CCMM - AAAD - Outbond contact - Accept - HARDCODED CCMM - AAAD - No Customer Selected" pop up message not displayed HARDCODED" [DEU] - CCMM - AAAD/Elite - Login Screen - Skip - Truncation [DEU] - CCMM - AAAD/Elite - Login/Logout Progress Screen - truncation [DEU] - CCMM - AAAD/Elite - VuStats - Save Settings - Truncation [ESO][CHS][FRA] - AAAD - pop up message - Unable to reconnect - no response from CCT" - change of EN requested" AAAD/Elite - Transfer a call - Enter Value - hardcoded I18N_CCMA_Hardcode Route_Template on Routes page is not localized EN - CCMM - (AAAD) - Agent Statistics - Buttons slip under text when resizing window column smaller - Layout CCMM - AAAD/Elite - Disconnect while on a call - Cancel button hardcoded CCMM - AAAD/Elite - Initiate a call - Active - Hardcoded AACCMM6.1: Hardcode appears on Spell Check window/About Tabar

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