Avaya Customer Interaction Express Release 3.4.0 (GA-Build 3.4.2900.1720) Readme for Avaya CIE
V2: PBX compatibility
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Content
Avaya Customer Interaction Express 3.4 Readme ...... 1 Release Overview ...... 2 Hardware Requirements ...... 2 Operating System Compatibility ...... 2 Third Party Software Compatibility ...... 3 PBX Compatibility ...... 4 Phones Compatibility ...... 5 New Features / Major Enhancements ...... 6 Discontinued Features ...... 8 Restrictions and Recommendations ...... 9 Virtualization ...... 10 Installation ...... 11 Before You Install ...... 11 Getting Started ...... 11 Server Installation...... 12 Stop CIE Servers ...... 12 Installation Procedures ...... 12 Server Auto Update ...... 13 Manual Work after an Installation or Update ...... 13 Restart CIE Servers ...... 14 Troubleshooting Server Installation ...... 14 CIE services are terminated by DEP (Data Execution Prevention) ...... 14 Client Installation ...... 14 CCUI Installation Procedure Standard ...... 14 CCUI Installation Procedure in Silent Mode ...... 15 CRM: Salesforce Client Installation...... 16 Configuration...... 17 Documentation ...... 17 Update Release Setups and Files ...... 18 CIE Server ...... 18 CIE Client ...... 19 WebServices SDK ...... 20 CRM Connectors ...... 20 Fixed Modification Requests (MRs) ...... 21 Known Issues ...... 24 Technical Support...... 26
Readme for Avaya CIE March 2017 i
Avaya Customer Interaction Express 3.4 Readme
Avaya Customer Interaction Express (CIE) 3.4 is a new minor release ( FP) with some product enhancements and new features, based on CIE 3.3. Build 3.4.2900.1720 is the GA-build.
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Release Overview
Avaya recommends that all CIE customers come up to this distribution level as soon as possible to ensure they have a complete set of enhancements and quality improvements. CIE3.4 is delivered as ISO CIE3.4.2900.1720.iso.
The CIE 3.4 product can be installed as a new installation or as upgrade of an existing CIE3.3. In case of upgrading CIE1.x, CIE2.x, CIE3.0 or CIE3.1 the system has to be upgraded to CIE3.2 first. For more information, see Before You Install.
Please read this Readme before you install and configure CIE 3.4. It may contain information that is not provided in the CIE 3.4 documentation.
Important: CIE3.4 use PLDS License files with version R3 ______Hardware Requirements
The hardware requirement for CIE servers depends on system usage and expected load, e.g. number of contact center agents, amount of incoming calls and E-mails or Chat requests per hour, usage of outbound functionality etc.. For this reason we recommend to use the distributed CIE sizing tool.
For agent and supervisor workstations we recommend:
PC 2.4 GHz, 2GB RAM, 10GB free storage capacity
Using Fax requires a BRI or PRI board. Recommended are Dialogic Diva Server 4BRI and Dialogic Diva Server PRI.
______Operating System Compatibility
CIE 3.4 is compliant with the following operating systems:
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Server Client Windows VISTA (Business and Ultimate) (32Bit X + 64Bit), SP1, SP2 Windows 7 (32Bit + 64Bit), SP1 X
Windows 8, Windows 8.1 X*1
Windows 10 X*1
Windows 2008 Server R2 (64Bit), SP1 X
Windows 2012 Server R2 X
*1 Active tiles will be not supported. Touch Screen is supported. ______Third Party Software Compatibility
CIE 3.4 is compliant with the following third party software:
Server Client
PostgreSQL 9.3 X
OpenJDK Platform 8 X
Apache Tomcat 8.0.38 X
Microsoft Internet Explorer 9 +10 +11 X X
Microsoft Office 2007 + 2010 + 2013 X
Nuance License Manager 11.4.0c X
Automatic Speech recognition within X*1 VoiceControl: Nuance Recognizer 9.0.9
Text to Speech (TTS) within Voice Control: X*1 Nuance Vocalizer 5.0.4
Text to Speech (TTS) within Voice Control: X Nuance Vocalizer 5.7.7
Text to Speech (TTS) within Voice Control: X*2 Nuance Vocalizer 6
Microsoft TTS X
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Eicon/Dialogic Diva Server All BRI and PRI Driver 8.5 for I33/I55-Link, I33/I55-VoiceControl. X and general FAX functionality
Citrix Terminalserver (XenDesktop 7.6) X
Microsoft Terminalserver W2008 R2 und W2012 X*3 R2
*1 End of Sales at 30 June 2014, for AVAYA contracts still available). *2 Not available with AVAYA contracts. Recommendation: Nuance Vocalizer 6 should not be installed on same server as Recognizer 9.0.9 *3 Tested with previous versions
______PBX Compatibility
CIE 3.4 is compliant with the following PBXs:
AVAYA Communication Manager (ACM) o V6.3.12.0: 06.03.0.124.0 with at least Patch 03.0.124.0-22505.tar o V7.0.1.0.0: 07.0.0.0.441 with at least Patch 00.0.441.0-23012.tar o Do not use V7.0.1.2.0: Patch 00.0.441.0-23523.tar! Instead you can use the AOK Patch 00.0.441.0-23650.tar o V7.0.1.3 (SP3) with CTI Superpatch 23962 o Note: CIE is not tested with CM7.1
AVAYA Application Enablement Services (AES) o AES 6.3.3.0.10 o 7.0.1.0.0.15 with 7-0-1-0-SuperPatch_3 (7.0.1.0.3.15-0)
IP Office (IPO) o Hardware platform IP Office 500 V2 (up to 30 agents): . R 9.1.x (preferred >=9.1.6) . R10.0 or R10.0 SP3 (10.0.0.3.0.5)
o IP Office Select or Server Edition: . R 9.1.x (preferred >=9.1.6) . R10.0 or R10.0 SP3 (10.0.0.3.0.5) . R10.1 (10.1.0.0.0 build 237)
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Important: Integral Enterprise (I55) is no longer supported
______Phones Compatibility
CIE 3.4 has been tested with the following phones as agent phones:
Avaya Communication Manager: 2420, 4620, 4622, H.323: 9620, 9630, 9640, 9650, 1608, 1408 and 1416, 9611G and 9641G, Avaya One X Communicator 6.0 and 6.2.x: Road warrior Mode and Telecommuter Mode Telecommuter Mode: works only together with CIE UI if calls are answered and ended on the physical phone, works only with H323 phones Avaya One X Agent for Elite agents (used in case fallback functionality is required): telephony functions ok issue with wrap up (PEM 190572): Workaround: in the configuration of the station in CM the after-call button should not be assigned SIP phones: tested with 9608, 9641, 9621, 9611G, 9621G, 9641G No issues in telephony functions Issue regarding remote logoff during conversation: call get dropped (Jira CIE-92) In case of reconnect after network lost at client, the displayed agent state sometimes not plausible, e.g. information like Forced Order Code are lost DECT phones: tested with R4 (may only be used on a project base and must be granted by PM / service) Login on DECT (DECT phone monitored by CIE) o Call must be answered at phone, not in UI. Hold and retrieve using UI does not work o Outgoing calls can be initiated from UI, but at DECT the dial button must be pressed too, to make sure the conversation connection also ate Headset o In case of radio failure to DECT no state information is send to CIE server. As consequence a topic call would be routed to the free but not reachable agent, but not RONA will be indicated Login on IP-Station with Bridge-Appearance to DECT-Device o Do not use: if call is answered at DECT phone, the CIE get no information about the connection Login on IP-Station with EC500 to DECT-Device o Do not use: in case of outgoing call initiated at DECT phone the agent telephony state in CIE is still free, because DECT device not known by CIE server
Important: Avaya Equinox cannot be used as agent phone!
IP Office: IP phones: 1608, 1616-I, 9608, 9611, 9621, 9630, 9640, 9641, 9650, 9660 Digital phones: 9504, 9508, T3 Classic, T3 Comfort IP Office Softphone 3.2.3.49: In some scenarios the call state is not correctly displayed at Softphone, due to different event handling of softphone, the call state displayed in CIE UI is correct. Please use
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CIE for call handling. Note: The IP Office Softphone is deprecated in IPOffice 9.1 and is no longer available, supported only in case of Upgrade. Avaya Communicator for Windows V2.1.3.30: known issues: In case agent make on outgoing call to a busy destination the call is immediately cleared with no indication to the agent in UI that destination is busy (PHOENIX-10950, known limitation on IP Office side) One-X Portal in Telecommuter Mode (Power User License necessary, Telecommuter Mode works together with CIE UI, calls can be answered on physical phone or CIE UI, the conversation has to be ended on the physical phone only). DECT Phone: Agents logged in on DECT phone, call can be answered and ended, hold and retrieve and transfer does not work, call log entry not usable for topic calls (SIP extension number instead caller number). Twinning is not working in a SCN environment. Details regarding configuration of twinning in CIE at IPOffice can be found in the System administrator manual.
______New Features / Major Enhancements
New Features
Chat-Enhancements: o Consultation and transfer of chat sessions o Supervisor can distribute manually chat sessions to agents o Agent can pick waiting chat session from queue o New Web chat integration: WebChatDialog as easy to use interface for customer o Emoticons, spell check available for chat o Improvements in real time and historical reporting E-Mail-Enhancements: o Archiving: new component MailExporter for exporting completed E-Mails from database umarchive to a zip archive on the server o Configurable default font for outgoing E-mails o Automatic spell check when agent click on send button Callback according position in waiting queue (without dialer, make call via OUTCC) Wallboard Enhancement o E-Mail and chat counters added CIE UI enhancements o Configuration: . Configuration of reporting parameters consolidated . Topic variables as configuration field in topic configuration available . Topic variable “MaxAlertTimeout” no longer supported; values for voice and chat can be configured on the according topic tab. . Agent/Profile: roles (agent, team leader, supervisor, administrator) introduced . Announcements configurable on tab announcement scripts o TaskFlow-Editor: . Default and active Taskflow displayed when TaskFlow-Editor opened
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. Open taskflow set: beside the taskflow name the timestamp of last modification and activation is displayed . Task flow per task type: only usable elements displayed . New branch element for handling different values of tasktags (avoiding cascading logic elements) o IVR-Editor: . Start/stop element created automatically . Error Ports not always necessary (default error handling) . Call element (call, consultation, transfer, toggle) only for automatic agent . Automatic Check if all database connection closed o Telephony: . Short cuts introduced . New symbol for incoming voice mail . Qualification button for dialer call in green color o Realtime information: . 8 new read only predefined realtime reports o Historical Reporting . 14 new predefined reports . Handling of using predefined reports improved . Reporting manual (reportingCounters_de.pdf) available in UI menu on each client PC (on Windows10 Edge will open) . Reporting filters: for new installation no longer all counters activated . In reports beside the counter abbreviation a “meaningful” name can be displayed . In counters in topic report for preview dialer calls . Optional: new reporting viewer available (click on link “New…”) For historical reporting and contact details and agent status reports New design, filter and sort/group mechanism improved export functions, email a report from report view directly
Security Enhancements o Account lockout mechanism used for centrally blocked user due to invalid login attempt . New component identity server, must be included in watchdog configuration! o Security login warning banne . For all User interfaces (UI, wallboard, SalesforceClient) . Configurable in system settings in config UI o For new installation HTTP ports are disabled o User logins are logged o Configuration changes are logged CM o RULAU can be configured o Import-Tool: Single trunk configuration for chap o Enterprise Survivable Server (ESS) supported: 1 chap can be connected to 2 Communication Manger (MAIN and ESS) via SIP Trunk, has to be configured in the chap adapter line in UI (PABXIPAddressSecondary, PABXSignalPortSecondary) IPO o Secure link between IPO and CIE-Server supported (IPOTaskserver, Chap) SAP-Interface (for customer specific projects only) o E-Mail and chat supported
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Technical Changes
VEA: transfer mode set to “supervised” Chap range, topic, telephone and agent numbers: 15 digits allowed New component IdentityServer is necessary! Included in watchdog templates
Features under restriction “Project specific”: Please contact Avaya Professional Service for installation approval and further details. o Avaya Social Media Manager 6.2 Integration with CIE The email channel of Social Media Manager could be used to route social media posts via email to CIE topic. Therefore the standard CIE User Interface is available to read the social media post. The social media email includes a link to the Social Media Manager Response Interface, which facilitates the posting of feedback to the Social Media. For more information see document SMM+CIE Funktion.pdf (on CIE-DVD in folder Examples\Tutorials) o SAP integration with CIE o Salesforce integration with CIE
Features under restriction “Controlled introduction”: Please contact Avaya Product management for installation approval and further details. o SAP integration with CIE o Salesforce integration with CIE
______Discontinued Features
The following features known by former versions of CIE are discontinued:
SMS Connector (if necessary: install on separate server SMS connector and 32 bit Java from CIE3.2) Info-Server and Annax are no longer supported. Spop-Server is no longer supported.
PBX Compatibility o IP Office R9.0.x isn’t supported any longer o Avaya CM V3.1 isn’t supported any longer o Avaya CM V4.x isn’t supported any longer o Avaya CM V5.x isn’t supported any longer o Avaya CM V6.1 and 6.2 aren’t supported any longer o AES V4.2, V5.1, V6.1, 6,2 aren’t supported any longer
ACM: chap-Connection via QSIG is only supported for legacy systems. Description how to make an initial configuration of a QSIG system is removed from System administration manual. An actual 32bit chap for QSIG is delivered as zip file, available in folder Utilities\Legacy\CHAP QSIG. After upgrade to CIE3.4, stop watchdog and copy the content of Chap x86(QSIG).zip into folder C:\Program Files (x86)\Avaya\Customer Interaction Express\Chap. It is strongly recommended to use QSIG-Chap only with CM6.3.
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Integral Enterprise (I55): no longer supported. I55Taskserver and other related components not included in the CIE3.4-ISO
______Restrictions and Recommendations
ACM: toll free announcements are not working for SIP-Chap ACM: configuration in CM: activate Layer 3 Test in Signaling Group configuration for enabling fallback functionality. It is strongly recommended to use QSIG-Chap only with CM6.3. ACM with QSIG-Chap: after upgrading CM software from 6.x to 7.0 it can happen, that at agent contact bar in UI for an incoming topic call an additional outgoing call is signaled. This issue is caused by new handling of path replacement in actual CM software. It can be omitted by entering the following line in the file pbxtaskserver.properties: com.tenovis.cc.ts.pbxglobal.pathReplacementDevice=
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o A chat script is not presented to customer if chat is blind transferred to a topic. Workaround: Put a delay (e.g. c.waitThisQueue>5) in the task flow to allow the transfer to complete. o Regarding chat transfer to external jabber address: there are some chat client application, which are not supported. Reason: chat transfer to a chat destination with some chat clients causes new chat requests in the topic. Here are the list of the tested chat clients: Tool Version company Test result for Consult/Transfer Gajim 0.16.7 Gajim ok Pidgin 2.12.0 Pidgin ok Psi 0.15 Psi ok Jabbin 3.0 Jabbin ok Jitsi 2.11 Jitsi ok eM Client 7 eM Client ok Kadu 4.3 Kadu ok Miranda IM 0.10.67 Miranda ok one Team Beta 2 one Team ok Spark 2.8.3 ignite realtime Not ok -> new Topic-Chat Coccinella 0.96.20 Coccinella Not ok -> new Topic-Chat Candy 2.2.0 Candy Not tested (Installation and configuration in Tomcat) Trillian 6.0.0.58 trillian Not tested (no connection to Open fire)
______
Virtualization
CIE can be virtualized. The benefits include ease of maintenance, greater portability and making programs easier to deploy across several versions. To increase reliability the VMware functions “vMotion” and “High Availability” can be used for CIE systems.
Important: Because of some restrictions and complex environments it’s absolutely necessary to take care on all topics that are described in the document cie_34_virtualization_de.pdf. Server with installed UM-Fax-Gateway or UM-SMS-Gateway cannot be virtualized, because special hardware is used. The supported virtualization environment is VMware vSphere Hypervisor (ESXi) (Version 5.x and 6.0).
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______Installation
This section describes the installation process which is completely based on setups. There is no difference between a new installation and an update: You use the same setups called by the SetupWizard in both cases.
______Before You Install
Before installing you must identify all machines that host CIE components (CIE Server, CIE Client workstations for agents and supervisors, CIE Gateway Server) because each of these machines needs an update.
Because there is no uninstall program available for the GA version or Service Pack itself we strongly recommend to back up your CIE servers before starting the update process.
Note regarding update of a CIE system with E-Mail-Routing: make sure, that no deferred E-Mails in the Mail-Box of the agents. It was observed in some cases that after an update from CIE2.1 to CIE3.1 deferred E-Mails are shown in overview in E-Mail client, but these E-mails could not be completed.
Important: Please note that a direct update from BCC 4.0 to CIE 3.2 is not supported. Please update to CIE 1.0UR9 first. In case Upgrading CIE1.0 UR9 to CIE3. 2 we recommend to update to CIE1.1.6 first and in next step update to CIE2.1.1 or CIE3.0.x, after that to CIE3.2
______Getting Started
Avaya CIE 3.4 is available on the Avaya PLDS Web site at http://plds.avaya.com. To receive the CIE 3.4 proceed in following steps: 1. switch to AssetMgmt -> View Downloads 2. Select your company 3. Select application "Customer Interaction Express" -> You get a list of ALL CIE downloadable files. 4. Select %Download name "%CIE 3.4%" to get a list of only the downloadable files of this version. 5. Download all the files which belong to this version.
It is not necessary to copy the CIE 3.4 files to an installation directory on the machine on your system, you can install directly from CIE ISO.
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______Server Installation
This section describes the installation procedures for the CIE 3.4 Server components. This section includes the following topics:
o Stop CIE Servers on page 12 o Installation Procedures on page 12 o Restart CIE Servers on page 12
______Stop CIE Servers
Before you run upgrade CIE Server, ensure that all CIE agents stopped working and are logged off. Then you have to ensure that all CIE server processes are stopped. This may take several minutes because the servers need to complete their current tasks before shutting down.
To stop CIE Services: Bring up the Windows Services application. Stop CIE watchdog.
Note: in case of upgrade from CIE3.2 or older: To make sure stopping all necessary processes you can use the batch file CIE_stop.bat, which is delivered with the CIE3.2 software in subfolder \Utilities. Before starting the upgrade process you have to run Datamigration from Sybase to PostgreSQL. Details see Systemadministrator manual.
______Installation Procedures
Perform the following steps on the Windows machines running CIE servers. Mount or unzip the CIE ISO Open the folder Server\CIE Install vcredist_x86_2008.exe , vcredist_x86_2010, vcredist_x64_2008.exe and vcredist_x64_2010.exe Start SetupWizard.exe The Setup Wizard provides the following installations routines. • SizingTool ACM: In SizingTool set the dimensions of the CIE system fixed to a PBX ACM. The Setup Wizard automatically installs the corresponding selected server type. • SizingTool IPO: In SizingTool set the dimensions of the CIE system fixed to a PBX IPO. The Setup Wizard automatically installs the corresponding selected server type. • Expert mode: In Expert mode, you can select components. The Setup Wizard automatically installs the selected components
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The Setup Wizard shows the following icons.
Gray circle - component is not installed Gray triangle - component is being installed Green circle - component is installed Red circle - component installed with errors
A progress bar shows that components are installed.
In case of error messages during one or more component updates have a look at respective install log files (depends on setup):
User TEMP folder (%temp%)
If the installation is unsuccessful, try to isolate the error causes and re-run the installation program. If the problem still occurs see Technical support
______Server Auto Update
CIE 3.4 offers an Auto Update Mode as part of the SetupWizard. Before starting SetupWizard make sure that all CIE components are stopped. The Setup Wizard checks the installed version. If the Setup Wizard finds an older version, only an update of the installed components with the Setup Wizard is possible. The settings cannot be changed. 1. Start the Setup Wizard. The Setup Wizard checks the installed version and shows the dialog “Do you want to update Customer Interaction Express”. 2. Click Update. The components are updated. 3. You can install additional components as needed. Start the Setup Wizard again. Check out the CIE 3.4 documentation for detailed information.
______Manual Work after an Installation or Update
An installation or update to CIE 3.4 may result into some actions that have to be done manually.
In case installing Voice Control: Launch tools “VCSpeechConfiguration” on servers where the Voice Control is installed, and check settings . Misconfiguration may cause into failure while VC startup. Adjust watchdog configuration, make sure that component IdentityServer is included.
______
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Restart CIE Servers
After successful installation or update, reboot the machine. The CIE server components will start automatically.
______Troubleshooting Server Installation
This section describes solutions for the following problems that you might encounter with an Avaya CIE installation:
CIE services are terminated by DEP (Data Execution Prevention)
______CIE services are terminated by DEP (Data Execution Prevention)
Problem: Data Execution Prevention (DEP) is a feature included in modern Microsoft Windows operating systems such as Windows 2003/2008/2012 that is intended to prevent an application or service from executing code from a non-executable memory area. It has been observed in rare circumstances some CIE installations DEP have terminated CIE services.
Solution: These problems can be solved by disabling the DEP features. DEP can be turned off on a per-application basis, or turned off entirely. See http://support.microsoft.com/kb/875352/EN-US/ for further information on DEP.
______Client Installation
This section describes the installation procedures for the CIE 3.4 Client (Contact Center User Interface). The installation is supported only on the Windows platform.
______CCUI Installation Procedure Standard
Perform the following steps on each agent and supervisor workstation.
Stop the CIE Contact Center User Interface (CCUI) application if it is running. Open the CIE 3.4 - Client folder and double-click on Contact Center User interface.msi.
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Contact Center Client Package.exe to start the installation program. Please wait while the application is extracting embedded setup files. At the Welcome screen, select Next to continue. At the next screen which displays the license agreement, select I accept the terms in the license agreement, and click Next. The next screen displays the currently installed client components and their version. The icon in front of each component setup shows whether an update is needed (yellow) or not (green check or red cross). Please note: the setup “Contact Center Statistic Scheduler.msi “ should only installed on Supervisor Workstations, who need this feature. Don’t install it on normal Agent workstations. Click Install and follow the installation instructions. Click Finish.
If the installation is unsuccessful, correct the errors and re-run the Installation program. If the installation is successful, reboot the agent machine (a message box during the installation procedure will show that) or just launch the Contact Center User interface again.
______CCUI Installation Procedure in Silent Mode
This kind of distributing the Contact Center User Interface to all connected client computers is only available if the component Update Server is installed on at least one CIE server and on all clients the CIE Update Client is installed and running. If this environment is not available you have to use the CCUI Installation Procedure Standard.
Perform the following steps on a CIE server to update all agent and supervisor workstations.
If Update Server and Update Clients are running you can download the software to the client workstations.
Use a browser such as Microsoft Internet Explorer to open the URL https://
The Product Update Store Login screen will be displayed. Type in user name and password for this application (customer installation specific) and log in. Select Upload new Update. Click Browse.. and Upload Now to upload the following listed Microsoft Installer files (msi):
Contact Center User Interface.msi Contact Center Statistic Scheduler.msi *1 Update Client.msi
*1 Only Supervisor Workstations need this feature and has to be installed manually once before the update server / update client mechanism could work.
The Update Server will distribute this software to all update clients automatically. Agents and supervisors will be informed by message boxes that new software is available. A client workstation reboot is needed.
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The complete procedure of updating all clients will take up to 2 hours.
Notice: Don’t forget to allow the installation via menu item Admin and Change Reboot option to “Reboot is set”.
Important: in case during upgrade the UpdateServer has to be installed on a new server, you have to update the UpdateClient on the Client PCs before upgrading/installing new the server ______CRM: Salesforce Client Installation
For the Salesforce client the ISA package is available at the following link: https://login.salesforce.com/packaging/installPackage.apexp?p0=04t10000000kfOd
Supported browsers are Google Chrome and Mozilla Firefox. For details see manual cie_34_salesforceconnector_en.pdf
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Configuration
Depending on used CIE features there may be some further configurations to be done after an update to CIE 3.4
Documentation
Avaya CIE 3.4 contains an update of the German documentation and user manuals; they are located on CIE-DVD in folder Manuals. Manuals for cgi_Srv and SalesforceConnector are in English only.
Manual web_service_collection_en.pdf is included in SDK WSC-SDK-2.0.500.zip in folder Examples\WebServices. Manual cie_33_trconfig_en.pdf regarding configuring task reports can be found in folder Utilities\TRconfig.
The CIE documentation can also be downloaded from the Avaya Support Website: http://support.avaya.com/documents/
1. Enter "Customer Interaction Express" or "CIE" as your product. 2. Choose Release in the drop-down list 3. Select the Content Type as required and select "ENTER"
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Update Release Setups and Files
The following tables list the setups and files that are included in the CIE 3.4 release. ______CIE Server
File Name Date Version
SetupWizard.exe 18.05.2017 34.1.0.0 ACM PBX Driver.msi 18.05.2017 3.4.2900.1720 Addressbook Admin x64.msi 18.05.2017 3.4.2900.1720 Addressbook Server Database x64.msi 18.05.2017 3.4.2900.1720 Avaya License Client x64.msi 18.05.2017 3.4.2900.1720 CHAP x64.msi 18.05.2017 3.4.2900.1720 Chat Taskserver x64.msi 18.05.2017 3.4.2900.1720 Contact Center Additional.msi 18.05.2017 3.4.2900.1720 Contact Center Core.msi 18.05.2017 3.4.2900.1720 Contact Center Database x64.msi 18.05.2017 3.4.2900.1720 Contact Center Mediastore Database x64.msi 18.05.2017 3.4.2900.1720 Contact Center Monitoring.msi 18.05.2017 3.4.2900.1720 Contact Center SGServer x64.msi 18.05.2017 3.4.2900.1720 Contact Center Statistic Viewer x64.msi 18.05.2017 3.4.2900.1720 Contact Center Statistics.msi 18.05.2017 3.4.2900.1720 IPO TaskServer.msi 18.05.2017 3.4.2900.1720 Java Development Kit x64.msi 18.05.2017 3.4.2900.1720 omniORB.msi 18.05.2017 3.4.2900.1720 PBX Taskserver x64.msi 18.05.2017 3.4.2900.1720 PostgreSQL Client x64.msi 18.05.2017 3.4.2900.1720 PostgreSQL x64.msi 18.05.2017 3.4.2900.1720
SessionManager x64.msi 18.05.2017 3.4.2900.1720
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File Name Date Version
Taskreporting Database x64.msi 18.05.2017 3.4.2900.1720 Tomcat x64.msi 18.05.2017 3.4.2900.1720 Tomcat WWW x64.msi 18.05.2017 3.4.2900.1720
Trace System.msi 18.05.2017 3.4.2900.1720 Unified Media Archive Database x64.msi 18.05.2017 3.4.2900.1720 Unified Media Archiving x64.msi 18.05.2017 3.4.2900.1720 Unified Media Database x64.msi 18.05.2017 3.4.2900.1720 Unified Media Fax Gateway.msi 18.05.2017 3.4.2900.1720 Unified Media Fax Layout Server x64.msi 18.05.2017 3.4.2900.1720 Unified Media POP3 IMAP4 Client x64.msi 18.05.2017 3.4.2900.1720 Unified Media Printer Gateway.msi 18.05.2017 3.4.2900.1720 Unified Media Server x64.msi 18.05.2017 3.4.2900.1720 Unified Media SMTP Connector.msi 18.05.2017 3.4.2900.1720 Unified Media Web Applications x64.msi 18.05.2017 3.4.2900.1720 Update Server x64.msi 18.05.2017 3.4.2900.1720 Voice Extension Adapter x64.msi 18.05.2017 3.4.2900.1720 Voice Control.msi 18.05.2017 3.4.2900.1720 Wallboard Broker x64.msi 18.05.2017 3.4.2900.1720 Web Service Collection x64.msi 18.05.2017 3.4.2900.1720 Watchdog.msi 18.05.2017 3.4.2900.1720 WebLM x64.msi 18.05.2017 3.4.2900.1720
______CIE Client
File Name Date Version
Contact Center User Interface.msi 18.05.2017 3.4.2900.1720 Contact Center Client Package.exe 18.05.2017 1.0.6.0
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Update Client.msi 18.05.2017 3.4.2900.1720 Contact Center Statistic Scheduler.msi 18.05.2017 3.4.2900.1720
WebServices SDK
File Name Date Version
WSC-SDK-2.0.500 18.05.2017 3.4.2900.1720
CRM Connectors
File Name Date Version Contact Center ICI Connector.msi 18.05.2017 3.4.2900.1720 CRMConnector x64.msi 18.05.2017 3.4.2900.1720
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Fixed Modification Requests (MRs)
The following table lists the MRs fixed in the CIE 3.4.0, the list contains also issues reported with Version CIE 2.x, CIE3.0 or CIE3.1 or CIE3.2 or CIE3.3.x.
Jira Nr. Titel Component
CIE-314 CIE3.4: CHAP crash by scenario voice mails distribution Chap
CIE-289 CIE3.3.1: Fallback which is documented in sysadmin manual doesn't Chap work
CIE-207 SIP station calls into topic: call is signalled as direct at agent Chap
CIE-319 1-time CHAT scripts get permanently repeated after modification Chat
CIE-205 ACM: config does not synch new station Configuration
CIE-317 kernel doesn't read block times from database Core
CIE-291 Call is not distributed after Agent was in break time Core
CIE-258 old xstat data are not deleted during daily run Database
CIE-255 database upgrade failed at I55 system Database
CIE-233 Crash CIE-UI while access to Taskflow-Set Database
CIE-326 CIE at IPO: topic call routed to agent and immediatly removed from Documentation agent
CIE-92 Issue with Agent at CM logged in SIP-Device Documentation
CIE-313 missing symbolic constants in task flow editor Documentation
CIE-61 nowhere in the documentation is mentionned that spell checker needs Documentation ms office
CIE-78 description of agentLoginState/agentWorkingState is wrong Documentation
CIE-215 No job code would be seen if call where transfered to topic with used Documentation job code, after that called agent is permanent in wrap up
CIE-294 Edit window for UMR Autoreplies too small E-Mail Textblocks
CIE-217 Spellcheck button is not available in Textblock admin E-Mail Textblocks
CIE-283 CIE3.4: Upgrade error, length of password field in c3k wrong E-Mail-C3000
CIE-324 Issues with data-import-sheet CIE 3.4 ImportTool
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CIE-328 CIE3.4: Missing or wrong propertie for logical hostname in some IVR components
CIE-200 IVR blocks in DTMF module when getting a FAX call IVR
CIE-284 German UI: not translated string in PBX configuration Localization
CIE-305 CRM-Connector-Server: wrong version string SalesForce Connector
CIE-209 ICIConnector: missing alive registration at PBX taskserver SAP Connector
CIE-29 SGServer doesn't start generation immediately SGServer
CIE-322 Outgoing call to a busy destination: wrong connection state in reporting Statistik/Monitoring
CIE-208 Call transfered into topic by phone buttons not in abandoned list Statistik/Monitoring
CIE-320 closed chat session during queueing: totNAban does not count in case Statistik/Monitoring of scripts
CIE-260 Statistik SRV blocked by MUTEX Statistik/Monitoring
CIE-259 monitor Server suddenly crashed Statistik/Monitoring
CIE-177 Topic counter totNtrans-> counts in wrong topics Statistik/Monitoring
CIE-240 statistics and monitoring counts autoAgent answers diffrent Statistik/Monitoring
CIE-85 monitor_srv crashes after deletion of voice agents Statistik/Monitoring
CIE-102 statistic_srv runs in a busy loop by assertion failed messages Statistik/Monitoring
CIE-69 wrong week number in week statistics StatViewer/TRViewer
CIE-58 sporadically, in automatic statistic reports elements are missing StatViewer/TRViewer
CIE-77 sporadically, in automatic statistic reports more elements StatViewer/TRViewer
CIE-4 Dialing from Agenthistory in case of OUTCC calls TaskReporting
CIE-178 externOAD doesn't work properly in CM with SIP environment Taskserver ACM
CIE-335 CIE3.4: sometimes calls are not distributed to agent after transfer Taskserver ACM
CIE-318 status of agents and calls is disturbed Taskserver ACM
CIE-263 Anonymous calls are only counted as calls and not conversions in the Taskserver ACM Homescreen of the Agent
CIE-222 EndPauseAfterLogin does not work for integrated Agents Taskserver ACM
CIE-221 RONA behavior with integrated ELITE-Agent Taskserver ACM
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CIE-261 massive Agent State synchronization between CIE and CM are Taskserver ACM resulting time loss
CIE-270 Pickup isn´t possible for a Telefon in the telefongroupmonitor but it is TaskServer IPO offert
CIE-304 CIE3.4: Updateserver must support unsecure port 8080 again UpdateServer
CIE-336 Spellchecker in English in German UI UserInterface
CIE-327 irritating popup when consultating or transferring a CHAT session UserInterface
CIE-279 misleading message when calling an logged out agent UserInterface
CIE-256 After an Update from 3.3.0 HF6 to 3.3.1 HF1 The Texttemplateformat UserInterface at the Mailclient is damaged
CIE-239 monitor element agent status table often show the extended WrapUp UserInterface as WrapUp
CIE-224 Configuration Report to MS Excel doesn't work UserInterface
CIE-110 Deleted objects causes error messages in Telephonie screen and real UserInterface time
CIE-308 CIE3.4: Sort order by open an task flow don't work with all columns UserInterface
CIE-300 Chat-Archive shows not the text of the marked char request UserInterface
CIE-309 Not all chat smilys visible in UI full screen mode UserInterface
CIE-271 Sometimes topic name is not displayed (ACM) UserInterface
CIE-281 Focus (frame) does not change if the Agent change between customer UserInterface and consultation
CIE-33 agentgroups are not sorted in listbox of the 'green button' UserInterface
CIE-267 realtime statistics shows multiple connections on startup UserInterface
CIE-243 not possible to configure range of call numbers with at least 9 digits for UserInterface CHAP adapter line
CIE-158 Wrong current dialFactor in monitoring UserInterface
CIE-275 CIE34: wrong user guidance in case of RONA with integrated agents UserInterface
CIE-282 Chat - context menu items not useful UserInterface
CIE-280 Archive view - change from detail to overview - also with click on UserInterface Archive
CIE-274 CIE34: poor size of taskflow selection menue UserInterface
CIE-251 Reporting: missing Generating button in display menu UserInterface
CIE-307 CIE3.4: VEA detects PBX-TS lost not in an fashion time VEA
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CIE-266 CIE3.4: Change of default value TransferToExternal necessary VEA
CIE-68 CIE 3.2.2 // the Rename Core Dump funktion doesn't work with current Watchdog windows servers
Known Issues
This section provides the known issues or limitations that pertain to the CIE 3.4 release. The list contains also issues reported with Version CIE 2.x or CIE3.x. For information about other CIE 3.4 known issues that are not directly related to this Update Release, refer to the following documentation at http://support.avaya.com.
The following table lists the known issues in the CIE 3.4.0:
Jira Titel Component
CIE-316 Call in queue will not routed after agent will become free Chap
CIE-310 "no more call appearances" messages in CHAP Chap CHAP H.323: Transfer topic-call to agent – faulty call-log-entry in
CIE-286 phone Chap
CIE-301 IVR allocates more than the configured lines as Licence Chap
CIE-315 CIE3.4: Voice mails are incomplete recorded from IVR Chap, IVR
CIE-311 CIE3.4: CHAP don't release calls in fallback situations Chap
CIE-302 wrong encryption handling by CHAP Chap Call state wrong after transfer to topic if another Agent does not
CIE-293 answer Core
CIE-278 CORBA communication layer does not reconnect Core when an agent acepts a new task of an other tasktype, is is
CIE-43 counted active in both types Core
CIE-288 Dialer: Overload handling at CM/IPO not implemented Dialer
CIE-70 dialer calljobs get not completely deleted Dialer E-Mail
CIE-342 MemoryLeak in CIE-service "C3000 POP3-IMAP4 Client " Components E-Mail
CIE-95 UMR-ClientAdapter: Memory leak by logoff/login agents Components
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Textblock admin does not show the currently used Style, Font
CIE-186 and Font Size E-Mail Textblocks
CIE-265 UMR autoreply function can't handle multiple Reply-To entries E-Mail-C3000
CIE-292 IVR memory is slowly growing until it blocks IVR
CIE-332 Annoucment quality from IVR is worse and diffrent to vea IVR
CIE-99 SG server generates automatic Excel reports without data SGServer
CIE-210 UMR-Topic-Counter "totNRouted->" doesn't sum up all mails Statistik/Monitoring CIE3.4: Memory leak Statistic- and Monitor-Server by chat
CIE-312 transfer scenario Statistik/Monitoring Core,
CIE-323 cck_callingnumber and cck_callednumber are too small for mail TaskReporting
CIE-333 Crash of PBXDriver Taskserver ACM
CIE-321 Agent in status "free" although external call is established Taskserver ACM
CIE-306 TRDB, same TrackID are givven to two different called numbers Taskserver ACM
CIE-297 undefined event on PBX Driver Taskserver ACM Mechanic dialer at CM: sometimes 2 topics signalled to
CIE-235 statistic_Srv Taskserver ACM Dialing from Agenthistory: issue at ACM in case of using direct
CIE-109 call Taskserver ACM
CIE-91 Loadtest at CM: Agent in man Wrapup for 1 sec Taskserver ACM
CIE-96 UMRTaskserver: Memory leak by E-Mail load test TaskServer E-Mail
CIE-303 wrong encryption handling by IPO taskserver TaskServer IPO Topicinformation overwrites callerinformation in the telefone
CIE-238 display TaskServer IPO sometimes, active calls which were transferred by a softconsole,
CIE-237 get disconnected and rerouted TaskServer IPO TT-Console: initial start parameters provides less usability and
CIE-277 visibility TTrace
CIE-331 Cosmetic issues in announcement text for a script UserInterface
CIE-330 Incorrect week number in report preview for US English UserInterface Watchdog doesn´t work correctly in an multiple server
CIE-213 environment/ scenario . Watchdog
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Technical Support
In case of having trouble with Avaya CIE 3.4, please:
1. Retry the action. Carefully follow the instructions in written or online documentation. 2. Check the documentation that came with your hardware for maintenance or hardware-related problems. 3. Note the sequence of events that led to the problem and the exact messages displayed. Have the Avaya documentation available. 4. If you continue to have a problem, contact Avaya Technical Support by: - Logging in to the Avaya Technical Support Web site http://www.avaya.com/support - Calling or faxing Avaya Technical Support at one of the telephone numbers in the Support Directory listings on the Avaya support Web site. You may be asked to email one or more files to Technical Support for analysis of your application and its environment.
Note: If you have difficulty reaching Avaya Technical Support through the above URL or email address, please go to http://www.avaya.com for further information. Avaya Global Services Escalation Management provides the means to escalate urgent service issues. For more information, see the Escalation Contacts listings on the Avaya Web site. For information about patches and product updates, see the Avaya Technical Support Web site http://www.avaya.com/support.
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