Avaya Interaction Center Release Notes
Release 7.2.7 Service Pack July 2014 1
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Avaya IC 7.2.7 Service Pack Release Notes 2
license or right in and to the Marks without the express written 147 permission of Avaya or the applicable third party. 148 Avaya is a registered trademark of Avaya Inc. 149 All non-Avaya trademarks are the property of their respective owners, 150 and “Linux” is a registered trademark of Linus Torvalds. 151 All other trademarks are the property of their respective owners. 152 Downloading documents 153 For the most current versions of documentation, see the Avaya Support 154 website: 155 http://www.avaya.com/support 156 Contact Avaya Support 157 See the Avaya Support website: http://support.avaya.com for product 158 notices and articles, or to report a problem with your Avaya product. 159 For a list of support telephone numbers and contact addresses, go to 160 the Avaya Support website: http://support.avaya.com, scroll to the 161 bottom of the page, and select Contact Avaya Support.. 162
Avaya IC 7.2.7 Service Pack Release Notes 3
Contents 163 Introduction ...... 8 164 Overview ...... 9 165 Supported features and configurations ...... 10 166 Unsupported features ...... 13 167 Same Time Feature ...... 13 168 Using the Drop button on hardphone ...... 13 169 IC Agents must use soft phone buttons to perform call operations...... 13 170 Web browsers tested in the IC 7.2.7 service pack ...... 13 171 IC 7.2.x interoperability with OA 7.2.x ...... 13 172 IC 7.2.x interoperability with Communication Manager and AES ...... 15 173 Product updates and patches ...... 17 174 Guidelines for installing and configuring IC 7.2.7 service pack ...... 17 175 Enhancements in IC 7.2.7 service pack ...... 18 176 Enhancements in IC 7.2.6 service pack ...... 19 177 Simplified IC Dump feature ...... 19 178 Replace workgroup functionality...... 25 179 Internet Explorer 10 support for chat escalation ...... 29 180 Progress indicator for import or synchronization operations with LDAP server ...... 30 181 Enhancements in IC 7.2.4 Service Pack ...... 30 182 Windows 7 64-bit support ...... 30 183 GRIP 4645:No Autoconnect after Consult cancel ...... 30 184 Enhancements in IC 7.2.3 Service Pack ...... 30 185 Performance gains using DS Authentication-Only API over full DS Login ...... 30 186 Deploying Avaya IC on Windows 2008 Server R2 ...... 31 187 Enhancements in IC 7.2.2 Service Pack ...... 31 188 Support for IE8 on AAWC ...... 31 189 Restrict the retries by WACD on requesting the WAA to qualify a task when no agent is logged into IC . 31 190 Enhanced ASIS to read IC group properties without restart ...... 32 191 Adding UUID and ALIAS of TS in EDU for IVR application ...... 32 192 HttpVOX and VOX support TS.TransferEX method ...... 32 193 Vox Server to handle extension numbers in excess of 2^31 ...... 32 194 Monitoring IVR extension using *v assignment ...... 32 195 Indication by WACD about invalid email requalification attempts ...... 32 196 Disable 'Ready/NotReady' button if Siebel agent has not logged into any channel for IC Siebel...... 33 197 Avaya Interaction Center 7.2.2 integration with LDAP ...... 33 198 SSL Enabled communication between HTTPConnector Server and Dialog Designer 5.1 ...... 33 199
Avaya IC 7.2.7 Service Pack Release Notes 4
Avaya Interaction Center supports Windows 7 ...... 33 200 Enhancements in IC 7.2.1 service pack ...... 33 201 HTML Editor Replacement for Avaya Agent Rich Client ...... 34 202 Time in Email Template Flexible to Allow 24 or 12 hour format ...... 35 203 Support for Siebel 7.8.2.13 ...... 36 204 SNMP-MIB ...... 36 205 Ability to enter Email display name in IC Manager ...... 36 206 Options to set column width, size and location of chat task-list in IC agent ...... 37 207 Service Class OWT data in OA reports ...... 37 208 Workflow Server Modification for Dynamic Queue Contact Entry ...... 38 209 Workflow Server enhanced to handle large number of Workflow channel assignments ...... 38 210 Chat Typing Status Support ...... 39 211 Synchronization between Siebel toolbar and hard phone ...... 39 212 WebAdmin Page Cancel Task with Specified Status ...... 40 213 TSA Server enhanced for Extended UUI Data Support ...... 40 214 Installation ...... 41 215 Before you install ...... 41 216 Stop Avaya Agent Web Client ...... 42 217 Stop IC services...... 42 218 Stopping the VMM service (Solaris only) ...... 43 219 Stopping IC servers ...... 43 220 Ensuring all IC servers and services are stopped ...... 45 221 Prerequisites ...... 45 222 Prerequisites for installing IC 7.2.7 ...... 46 223 Getting Started...... 46 224 Obtaining a License Key ...... 46 225 Downloading the IC 7.2.7 Service Pack ...... 47 226 Installation files ...... 47 227 Installation options ...... 48 228 Order of installation ...... 50 229 Server installation ...... 51 230 Siebel Integration Component installation ...... 56 231 Avaya Agent Web Client Connector installation ...... 61 232 Avaya Agent Web Client installation...... 66 233 Administration and Design installation...... 67 234 Avaya Agent installation ...... 68 235 Start IC servers ...... 70 236 Start IC services ...... 71 237
Avaya IC 7.2.7 Service Pack Release Notes 5
Start the VMM service (Solaris only) ...... 72 238 Start Avaya Agent Web Client ...... 72 239 Service Pack Configurations ...... 74 240 IC 7.2.1 Service Pack Configuration ...... 75 241 Deploying Avaya Rich Client on Citrix presentation Server version 4.5 ...... 75 242 ICManager ...... 83 243 Database Designer ...... 84 244 Avaya Agent Rich Client ...... 85 245 IC – Siebel 7.8 Integration Configuration ...... 90 246 ASIS Server env.properties file parameters ...... 92 247 Installing SNMP-MIB file ...... 93 248 Website and ICM ...... 94 249 Workflow ...... 95 250 Design and Admin Configuration ...... 95 251 IC Core Server Configuration ...... 96 252 SDK Server Configuration ...... 96 253 Configuring Web Services ...... 99 254 IC 7.2.2 Service Pack Configuration ...... 99 255 Avaya Agent Web Client ...... 99 256 Design and Admin Configuration ...... 100 257 Update Fulcrum indexes ...... 103 258 Installation and Configuration section for Active Directory/ LDAP ...... 104 259 IC Design & Admin component ...... 106 260 IC Client component ...... 119 261 IC Website component ...... 120 262 Siebel Integration component [IC Side] ...... 120 263 Siebel Integration component [Siebel Side] ...... 120 264 Replacing default certificate for Directory Server and Client ...... 120 265 Generate Certificate ...... 123 266 Directory Server login process ...... 124 267 IC 7.2.3 Service Pack Configuration ...... 126 268 Deploying IC 7.2.3 on Windows 2008 Server R2 ...... 126 269 Support for Authentication-Only against full DS Login ...... 146 270 RFC 5321 Compliance (Address Comparisons): ...... 147 271 Usage of Reply-To Address when From Address is invalid or missing ...... 147 272 Usage of Return Address while populating "From" header of outbound email ...... 148 273 Configuring stations with leading zeros to be used as VP stations in HTTPVox ...... 148 274
Avaya IC 7.2.7 Service Pack Release Notes 6
AAWC/UOM configuration (to fix Agent AutoIn and INIT_AUX issues as a result of TS.Ready being 275 issued on Workitem Completion) ...... 148 276 Handling OTHER_PARTY_CONFERENCE event from IC Scripts (customizations) ...... 149 277 Configuring IBM HTTP server 7.x on AIX-6.1 ...... 149 278 IC 7.2.4 Service Pack Configuration ...... 149 279 IC 7.2.3.1 Configuration ...... 149 280 IC 7.2.3.2 Configuration ...... 152 281 IC 7.2.3.3 Configuration ...... 156 282 IC 7.2.4 Configuration ...... 158 283 IC 7.2.5 Service Pack Configuration ...... 176 284 IC 7.2.6 Service Pack Configuration ...... 181 285 IIS-Tomcat Redirector configuration ...... 188 286 IC 7.2.7 Service Pack Configuration ...... 189 287 TS Set exceeding the field length in the database: ...... 189 288 New Connection properties for SDK login issue ...... 189 289 Uninstall program ...... 190 290 Before running the Uninstall program ...... 190 291 Uninstall ...... 190 292 Windows ...... 191 293 Solaris and AIX (server only) ...... 191 294 Un-Installation using the Silent command line option...... 191 295 Technical Support ...... 193 296 Service Pack files list ...... 194 297 Customer found defects, known issues and workarounds, troubleshooting, and improvements ...... 195 298 Acronyms ...... 196 299 300
Avaya IC 7.2.7 Service Pack Release Notes 7
Introduction 301 The Avaya Interaction Center (IC) 7.2.7 Release Notes provides information on installing, configuring, and 302 uninstalling IC release 7.2.7. 303 This document provides the latest information to support IC software and documentation. For updated 304 documentation, product support notices, and service pack information, see the Avaya Support Center Web 305 site at http://support.avaya.com. 306
Avaya IC 7.2.7 Service Pack Release Notes 8
Overview 307 The Avaya Interaction Center (IC) software updates are distributed in Service Packs. The IC 7.2.7 Service 308 Pack is the seventh service pack for the IC 7.2 release. This service pack includes the fixes for the issues in 309 the earlier versions of the IC 7.2 system. 310 The following are the key points of the 7.2.7 Service Pack: 311 The IC 7.2.x customers must upgrade to 7.2.7 Service Pack to ensure they have a complete set of 312 fixes. 313 IC 7.2.7 does not include a redelivery of the entire IC product. 314 IC 7.2.7 is a cumulative service pack, containing files from all previous Service Packs on IC 7.2 315 system that is, IC 7.2.1, IC 7.2.2, IC 7.2.3, IC 7.2.3.x super patches, IC 7.2.4, IC 7.2.5 and IC 7.2.6 316 You can install the IC 7.2.7 Service Pack on any of the previous IC Service Packs that is, IC 7.2.1, IC 317 7.2.2, IC 7.2.3, IC 7.2.4, IC 7.2.5 and IC 7.2.6. 318 You can install the IC 7.2.7 Service Pack on any of the super patches, for example, IC 7.2.3.x that 319 was applied on top of IC 7.2.3 Service Pack. 320 Follow the instructions given in the Release Notes when you are installing and configuring the IC 7.2.7service 321 pack. For more information about known issues and fixed issues in the release, and solutions for the known 322 issues which may not be included in the standard IC 7.2 documentation, see List of Fixed Issues, 323 Improvements, Known Issues, and Troubleshooting for Avaya Interaction Center 7.2.x. 324 Similarly, the Service Pack file list document contains the list of files shipped with the service pack. For each 325 file, this document also provides the modification time stamp and the version numbers for Avaya Interaction 326 Center 7.2.x. You can download these documents from the Avaya Support site: http://support.avaya.com. 327 For more information that is published as Product Support Notice (PSNs), see section Product Support 328 Information on the Avaya Support site. 329 The existing features of IC 7.2.x will continue to work unless this document mentions about any change to 330 these features. 331 The Installation Tool provided with this service pack is designed to facilitate easy installation of all the fixes in 332 the IC 7.2.7 Service Pack. 333 For additional IC 7.2 documentation information, see: 334 Interaction Center (IC) 7.2 Product Documentation 335 Interaction Center (IC) 7.2 Release Notes 336 Avaya IC for Siebel 7 and 8 Integration Guide 337
Avaya IC 7.2.7 Service Pack Release Notes 9
Supported features and configurations 338
Avaya IC includes support for the following software features and configurations: 339
Feature/Configurations IC 7.2.1 IC 7.2.2 IC 7.2.3 IC 7.2.4 IC 7.2.5 IC 7.2.6 IC 7.2.7
HTML Editor Replacement for Rich Client
Time in Email Template enhanced to support 24 or 12 hour format
Support for Siebel 7.8.2.13
SNMP-MIB Enhancement for different OIDs in Traps based on priority.
Ability to enter E-Mail display name in IC Manager
Options to set column width, size and location of chat task list in IC agent
Service Class OWT data in Operational Analyst (OA) reports
Workflow Server enhanced to handle large number of Workflow channel assignments
Chat Typing Status Support
Microsoft SQL Server 2005 SP3
Workflow Server Modification for Dynamic Queue Contact Entry
Synchronization between Siebel toolbar and Hard phone
WebAdmin Page Cancel Task with Specified Status
TSA Server enhanced for Extended UUI Data Support
Support for IE8 on AAWC -
Avaya IC 7.2.7 Service Pack Release Notes 10
Feature/Configurations IC 7.2.1 IC 7.2.2 IC 7.2.3 IC 7.2.4 IC 7.2.5 IC 7.2.6 IC 7.2.7
Restrict the retries by WACD - on requesting the WAA to qualify a task when no agent is logged into IC
Enhanced ASIS to read IC - group properties without restart
Adding UUID and ALIAS of TS - in EDU for the Interactive Voice Response (IVR) application
HttpVOX and VOX support - TS.TransferEX method
VOX Server to handle - extension numbers in excess of 2^31
Monitoring IVR extension using - *v assignment
Indication by WACD about - invalid email requalification attempts
Disable 'Ready/NotReady' - button if agent has not logged into any channel for IC-Siebel.
Lightweight Directory Access - Protocol (LDAP) integration with Avaya Interaction Center
SSL Enabled communication - between HTTPConnector Server and Dialog Designer 5.1
Windows 7 support for Avaya - Agents and Admin
Deploying Avaya Rich Client - - on Citrix XenApp 6.0 on Windows 2008 R2
Performance gains in SDK - - WebServices using DS Authentication-Only API over full DS Login.
Support for Microsoft Windows - - 2008 Server R2 (x64) (Enterprise Edition*)**
Avaya IC 7.2.7 Service Pack Release Notes 11
Feature/Configurations IC 7.2.1 IC 7.2.2 IC 7.2.3 IC 7.2.4 IC 7.2.5 IC 7.2.6 IC 7.2.7
Support for Microsoft SQL - - Server 2008 (v10.50.1600.1*)**
Support for hosting IC website - - using IIS 7.0 on Windows 2008 R2
Support for hosting IC website - - using IBM HTTP Server 7.x on AIX 6.1
Support for deployment of IC - - on VMWare 4.0
Support for deployment of IC - - - - - on VMWare 5.0***
Support for deployment of IC on VMWare 5.5*** (?)
Oracle Database 11g Client - - Release 11.2.0.1.0*
Added Hyperlink button in the - - - HTML toolbar for HTML Editor (only) in Rich Client.
Windows 7, 32-bit Support -
Windows 7, 64-bit Support** - - -
Siebel CRM 8.1.1.x support - - -
Support for Oracle Database - - - Client Release 11.0.2.1.0 on Windows 2008, 64-bit.
Microsoft Exchange Server - - - - 2010 (Release Version 14.02.0247.005) Support*
* Product has been tested with the specified minor versions. 340 ** There are limitations in using Advocate Admin and Workflow Designer. Refer to the Known Issues section. 341 *** IC does not support the following VMware features: 342 VMware VMotion 343 VMware High Availability 344 VMware Fault Tolerance 345 VMware Suspend and Resume 346 Interaction Center is not supported on an over-committed host, where the total virtual resources from all 347 virtual machines hosted, exceeds the physical resources of the host. 348
Avaya IC 7.2.7 Service Pack Release Notes 12
Unsupported features 349
Same Time Feature 350 The Same Time feature from Webagent is not supported from IC 7.2 release. 351 Note: The Web agent's tool bar shows Same Time button but the button will not work as the functionality is 352 not supported. 353
Using the Drop button on hardphone 354 Avaya Aura® Communication Manager (CM) does not support using the Drop button on a hardphone for 355 releasing a contact. Agents must use the Release button for releasing the contact. The purpose of the Drop 356 button is to drop the last party added to the conference. Using the Drop button on a hardphone for releasing 357 a call with only two parties involved could lead to unpredictable behavior on IC. 358
IC Agents must use soft phone buttons to perform call operations. 359
Web browsers tested in the IC 7.2.7 service pack 360 IC supports several web browsers for End-Customer Chat Escalations in the IC 7.2.x service pack. The 361 following list includes the latest browser versions tested at the time of release of this service pack: 362
Web Browser
Chrome 33
Safari 7.0.2
Opera 20
Mozilla Firefox 28
Microsoft Internet Explorer 8.0, 9.0, 10.0
Important: IC supports the Internet Voice (IV) Chat and Collaboration features only in Microsoft Internet 363 Explorer. 364
IC 7.2.x interoperability with OA 7.2.x 365
OA 7.2 OA 7.2.1 OA 7.2.2 OA 7.2.3 OA 7.2.4 OA 7.2.6
IC 7.2 - - - -
IC 7.2.1 - - - - -
IC 7.2.2 - - - - -
IC 7.2.3 - - -
IC7.2.4 - - -
IC 7.2.5 - - - *
Avaya IC 7.2.7 Service Pack Release Notes 13
OA 7.2 OA 7.2.1 OA 7.2.2 OA 7.2.3 OA 7.2.4 OA 7.2.6
IC 7.2.6 - - - *
IC 7.2.7 - - - *
* IC 7.2.5 and 7.2.6 also interoperates with OA 7.2.4 + Patch to support CMS 16.3. Visit the support site to 366 refer to the PSN for the patch on top of OA 7.2.4 for CMS 16.3 support. 367 368 Note: The OA 7.2.6 and IC 7.2.6 are all considered Service Pack updates to previous releases. The content 369 of these releases is restricted to bug fixes, patch "roll ups", and occasional enhancements. For information 370 about the OA 7.2.x release, see the Operational Analyst 7.2.x Release Notes. 371
372
Avaya IC 7.2.7 Service Pack Release Notes 14
IC 7.2.x interoperability with Communication 373 Manager and AES 374
This section describes the compatibility of IC 7.2.7 with Communication Manager and AES versions. 375 Communication Manager Compatibility matrix: 376
Avaya Aura® Communication Manager Telephony Server running on the operating system
5.x, 6.0, 6.2, 6.3 Windows 2003 R2 SP2, , Windows 2008 R2, Solaris 10 , AIX 6.1
Avaya Application Enablement Services (AES)/Avaya Aura® AES compatibility matrix: 377
AES 4.2.1 with CVLAN Client 5.2.1 on Windows Certified AES 4.2.1 with CVLAN Client 3.1 on Solaris and AIX
AES 5.2.1 with CVLAN Client 4.2.1 or 5.2.1 on Windows Supported AES 5.2.1with CVLAN Client 3.1 on Solaris and AIX
AES 6.1 with CVLAN client 6.1 on Windows 2008 R2 Certified AES 6.1 with CVLAN client 3.1 on Solaris and AIX
AES 6.3 with CVLAN client 6.3 on Windows 2008 R2 Certified AES 6.3 with CVLAN client 3.1 on Solaris and AIX 378
Avaya IC 7.2.7 Service Pack Release Notes 15
Feature Comparisons of Avaya Agent Clients 379 The following table shows the feature comparisons between various Agent clients supported by AIC 7.2.x: 380
Channel / Functionality Avaya Avaya Avaya Avaya Avaya Feature Supported Rich Web SDK Siebel Siebel Client Client Client Native Hybrid Client Client
Voice Answer
Blind Transfer
Consult
Conference
Hold/Reconnect
Wrap
Transfer to Virtual Queue
Switch to caller
Transfer to Agent
Email Reply / Reply All
Forward
Defer
Use local/global resource for responses
Dismiss
Transfer to Agent
Transfer to Virtual * Queue
Wrapup Codes
HTML Editor HyperLink toolbar button
* This feature is supported for Avaya Siebel Native Client. However, it has been tested only on IC Business Advocate (BA) setup on Windows.
Avaya IC 7.2.7 Service Pack Release Notes 16
Channel / Functionality Avaya Avaya Avaya Avaya Avaya Feature Supported Rich Web SDK Siebel Siebel Client Client Client Native Hybrid Client Client
Chat Answer
Transfer to Agent
Conference
Wrap
Co-browse
Emoticons
Chat Typing status
Join Us
Transfer to Virtual Queue
Contact History View
Filter
Supervisor Monitor/Un-Monitor
Visible / Invisible
Multimedia Support
Selective After Call Work
Product updates and patches 381 For a detailed and latest list of all the product updates and patches, visit the Avaya Support Web site 382 http://www.avaya.com/support. 383 From the Avaya Support web site, you can download the latest patches and the documents for the installation 384 instructions. 385
Guidelines for installing and configuring IC 7.2.7 386 service pack 387 The following procedure describes the installation IC 7.2.7: 388 Note: Skip the steps that are not applicable to your IC environment. 389 Ensure your system conforms to the prerequisites (Refer to Prerequisite guide of IC 7.2).. 390 Ensure that you have a 7.2 License Key before proceeding. 391
Avaya IC 7.2.7 Service Pack Release Notes 17
Check whether you have downloaded all the installation files for the IC components included in the IC 7.2.7 392 Service Pack. 393 Explore the installation options for installing the IC 7.2.7 Service Pack. 394 1. Stop Avaya Agent Web Client. 395 2. Stop IC servers, IC services, and Administration and Design. 396 3. Install IC Servers. 397 4. Install the Siebel Integration Component. 398 5. Install the Avaya Agent Web Client Connector. 399 6. Install the Avaya Agent Web Client. 400 7. Install Administration and Design. 401 8. Install Avaya Agent. 402 9. Start IC Servers, IC Services, and Administration and Design. 403 Perform the following configuration procedures in the given sequence: 404 1. Configure all IC Servers 405 2. Configure SDK Server 406 3. Configure Web Services 407 4. Configure Design and Admin 408 5. Configure Avaya Agent 409 6. Configure Avaya Agent Web Client 410 7. Configure the IC - Siebel integration 411 8. Start Avaya Agent Web Client. 412 Note: You must carefully read the installation instructions and check the list of files being installed from every 413 package. The files that have changed as part of IC 7.2.x service pack will replace the files that exist on the 414 system in the respective folder. If the current installation at your system involves configuration changes or 415 customization in any of the files that the IC 7.2.x service pack installer will replace, back up the original files in 416 a separate folder to identify old configuration or customization content. After the installation, review the 417 content of the new files that the installer has installed and merge the previous configurations or 418 customizations in the new files. To avoid loss of new content, do not replace the new files with the old files. 419
Enhancements 420 This section includes the following topics: 421 Enhancements in IC 7.2.7 Service Pack 422 Enhancements in IC 7.2.6 Service Pack 423 Enhancements in IC 7.2.4 Service Pack 424 Enhancements in IC 7.2.3 Service Pack 425 Enhancements in IC 7.2.2 Service Pack 426 Enhancements in IC 7.2.1 Service Pack 427
Enhancements in IC 7.2.7 service pack 428 There are no enhancements in the IC 7.2.7 service pack. 429
Avaya IC 7.2.7 Service Pack Release Notes 18
Enhancements in IC 7.2.6 service pack 430
Simplified IC Dump feature 431 In computing, a core dump consists of the recorded state of the working memory of a computer program at a 432 specific time, when the program has terminated abnormally or has crashed. Core dumps assist in diagnosing 433 and debugging errors in computer programs. Other key pieces of the program state including the processor 434 registers, which may include the program counter and stack pointer, memory management information, and 435 other processor and operating system flags and information, are also dumped at the same time. 436 Core dumps are useful debugging aids in several situations. Core dumps allow a user to save a crash for later 437 or off-site analysis, or comparison with other crashes. Core dumps can be used to capture data freed during 438 dynamic memory allocation and may thus be used to retrieve information from a program that is no longer 439 running. In the absence of an interactive debugger, a programmer can use the core dump to determine the 440 error from direct examination. 441 A core dump represents the complete contents of the dumped regions of the address space of the dumped 442 process. Depending on the operating system, the dump may contain few or no data structures to aid 443 interpretation of the memory regions. 444 A debugger can use a symbol table or file to help the programmer interpret dumps, identifying variables 445 symbolically and displaying source code. If the symbol table/file is not available, less interpretation of the 446 dump is possible, but there might still be enough possible to determine the cause of the problem. There are 447 also special-purpose tools called dump analyzers to analyze dumps. 448
Overview 449 If IC does not function according to the expected behavior, the reason might be due to incorrect 450 implementation of business requirement or incorrect usage of coding language and/or OS/Library APIs in the 451 application code. Application logs are helpful in troubleshooting the incorrect implementation of business 452 requirement in the application code. For the other category, where incorrect application behavior is the result 453 of incorrect usage of coding language and/or OS/Library APIs, it might be difficult to resolve the problem with 454 the help of application logs only. Unavailability of the opportunities of live debugging on customer’s production 455 system adds to the problems. In such scenarios, core dump works as a critical aid to application log in finding 456 the root cause of the issue. Postmortem debugging of core dumps can be helpful in analyzing various 457 application issues such as: 458 Application crash analysis such as: 459 Access violation 460 Memory or Stack/Heap corruption 461 Stack overflow 462 Memory, Resource or Handle leak analysis 463 Hang analysis such as: 464 Low CPU hang 465 High CPU hang 466 Inter process communication issues 467
The Simplified IC Dump feature allows IC processes to create core dump in various scenarios. In application 468 crash scenarios, core dump is created automatically. In other scenarios, where a process is still running, 469 creating a core dump is similar to selecting the server in IC Manager and then clicking the toolbar button. 470 Using the Simplified IC Dump feature the IC Application can: 471 1. Create core dump with correct bitness, that is, 32-bit core dump. 472 2. Create full memory core dump file of the process. 473
Avaya IC 7.2.7 Service Pack Release Notes 19
3. Create core dump automatically on crash of any IC process (Toolkit server or client). 474 4. Create core dump of a running IC Server through IC Manager without affecting the IC server process. 475 5. Create core dump at IC installation location in the IC logs folder. 476 6. Create core dump with a unique name containing the time-stamp so that earlier core dumps are 477 preserved. 478 479 Note: The IC Dump feature is applicable to components that are compiled and maintained as part of the IC 480 code. It is not applicable to the components that are shipped and installed with IC but not part of IC source 481 code for example, third-party or open source components. 482
Installation and Configuration 483 You can install the Simplified IC Dump feature by installing IC 7.2.6 or later service pack. 484 Most of the configurations for different IC flavors, such as Design and Admin, Server, WebConnector, Clients 485 running on different platforms, such as Windows, Solaris and AIX, are done by the Service Pack installer. 486
1. IC WebServices service configuration for Windows platform 487 You must perform the following steps on the system where the IC WebServices service is configured for the 488 Windows platform: 489 1. Stop the IC WebServices service, if running. 490 2. Remove the already deployed IC WebServices service. 491 3. Deploy the IC WebServices service. 492 4. Start the IC WebServices service. 493 Detailed steps to start, stop, remove or deploy WebServices service are available in Deploying Web Services 494 chapter of the Installation and Configuration guide. 495
Note: Alternatively, you can add the -XX:+UseOSErrorReporting JVM option in a new line to the 496 following registry key: 497 o On a 64-bit Windows server: 498 HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Apache Software Foundation\Procrun 499 2.0\
o On a 32-bit Windows server: 501 HKEY_LOCAL_MACHINE\SOFTWARE\Apache Software Foundation\Procrun 2.0\
You must restart the WebServices service after adding the previous registry entry. 504
2. Enabling fullcore on AIX 505 1. Check if the "fullcore" flag is on: 506
# lsattr -E -l sys0 -a fullcore 507 fullcore false Enable full CORE dump True 508 2. If the flag is not set to "true", set it to "true": 509
Avaya IC 7.2.7 Service Pack Release Notes 20
# chdev -l sys0 -a fullcore=true 510 sys0 changed 511
Core dump creation when the IC process crashes 512 A core dump generated in a crash scenario, with the right set of information contained within it, is useful in 513 finding the root cause of the coding issue through the postmortem debugging. The Simplified IC Dump feature 514 enables all IC processes such as a Toolkit server and client to create a full memory core dump file 515 automatically at the IC install location. 516 The Simplified IC Dump feature names the core dump file using the component name and the time when the 517 crash occurred. 518 Following is the core dump file naming convention in a crash scenario on different IC supported platforms: 519
Crash dump on Windows platform 520 The core dump for the Toolkit Server is created in
The core dump for Toolkit Client is created in
Note: 531 1. The TimeStamp is calculated using localtime_s API and will be in the format of YYYYMMDDHHMMSS. 532 2. The core dump file is created by the IC implemented unhandled exception filter hook code. The core 533 dump is created only for the scenario where the reason of crash is an unhandled exception in the 534 code. This feature does not handle other reasons of crash. In other crash scenarios, Windows Error 535 Reporting or other similar methods and utilities can be used for core dump creation. 536 3. To create a crash dump for Toolkit dependent IC components, running as snap-in within Microsoft 537 Management Console (mmc.exe), the system displays the following dialog box in case of crash 538 within MMC: 539
540
Avaya IC 7.2.7 Service Pack Release Notes 21
In this dialog box, select the ‘Continue running and ignore errors with this snap-in for the rest of the 541 session’ option. 542
Crash dump on Solaris platform 543 The core dump of both, the Toolkit Server and Toolkit Client, will be created at
Note: The TimeStamp is a decimal value of ‘time(2)’ function. The ‘time()’ function returns the value of time in 551 seconds since 00:00:00 UTC, January 1, 1970. The core dump file is created by Solaris OS. 552
Crash dump on AIX platform 553 The core dump of both the Toolkit Server and Toolkit Client is created in the current working directory of the 554 process. Most of the current working directory of the IC process is either
Core dump creation of a running IC server 570 It is easier to troubleshoot some problems through core dump of the process even though the process does 571 not crash and is in a running state. Scenarios like application hang, thread deadlock, memory or handle leak 572 can be rectified through postmortem debugging of core dump of the running application along with analysis of 573 other relevant information, for example, application log. 574 Using the Simplified IC Dump feature, IC administrators can create core dump of any running IC server 575 configured in IC Manager. You can create the core dump of a running IC server through IC Manager by 576 selecting single or multiple servers and clicking the ‘Create server dump’ button on the Toolbar. 577 The core dump file of a running server is always created in
2. Solaris:
3. AIX:
Avaya IC 7.2.7 Service Pack Release Notes 22
Note: The TimeStamp is calculated using localtime_s API on Windows and local time API on Solaris and AIX. 583 The TimeStamp is in the format of YYYYMMDDHHMMSS. 584 You must perform the following steps to create dump of a running IC server configured in IC Manager: 585 1. Log in to IC Manager using an account with Administrator privileges. 586
2. Select the server for creating the core dump. 587
Note: You can select multiple servers in IC Manager for creating core dump. 588
3. Select ‘Create server dump’ button on the Toolbar. 589
590
You can also use, ‘Dump’ popup menu displayed after right-clicking selected server(s) OR ‘Server 591 Dump’ submenu can also be selected for creating core dump. 592
4. Select ‘Yes’ on the confirmation dialog box. 593
After some time, ‘info’ alarm is displayed confirming successful creation of core dump of the selected 594 server. In case core dump is not generated successfully, a ‘warning’ alarm is displayed. 595
IC Manager performs the following steps to internally to create the core dump of selected server: 596 1. IC Manager first pings the selected server by sending Ping VESP request. 597
2. If the response to ‘ping‘ is successful then IC Manager calls the selected server‘s Dump VESP 598 method. 599
3. If Server.Ping or Server.Dump VESP request fails then IC Manager sends request to the 600 corresponding ORB server to create the selected servers core dump. 601
4. If the ORB is the parent process of the selected servers, then ORB creates core dump for that 602 server. This is a backup mechanism for creating core dump. 603
5. An alarm is raised by IC Manager notifying the success or failure of the core dump creation. 604
Note: 605 1. By launching a separate utility as a separate process and a providing process ID of the selected 606 server as an argument to that utility process, you can create dump of a running server. The 607 Simplified IC Dump feature uses
2. The size of the core dump is equivalent to the virtual memory size of the process at the time of 612 dump creation. This size of the core dump can vary from few hundred MBs up to 2-GB which is the 613
Avaya IC 7.2.7 Service Pack Release Notes 23
user mode address space limit of any 32-bit process. Dump of a running process should not be 614 created unnecessarily as it may consume disk space. An issue scenario must be considered. Contact 615 Avaya support with the issue and the support team can advise you on how to take core dump for 616 that particular issue and how many core dumps are required to take with what interval. Core dump 617 of a running IC server must not be created without consulting Avaya support. 618
3. In case of automatic core dump creation due to an application crash, the issue, along with core 619 dump and application log file, must be reported to Avaya support. To speed up the resolution of the 620 issue, provide the crash scenario and steps along with the dump and log file. 621
Dump VESP request timeout setting 622 Timeout for Dump VESP request is configurable in server configuration through the ‘DumpTimeout’ server 623 configuration parameter. The minimum value of this parameter is 20 seconds, the maximum value is 160 624 seconds, and default value is 64 seconds. You can add the DumpTimeout parameter to the configuration tab 625 of any server in IC Manager in form of a new seqCouple. 626
627 After adding or changing this parameter in IC Manager, select Server -> Update to activate the added 628 parameter or updated value. 629 Note: This configuration parameter does not affect core dump creation due to application crash. In most of 630 the cases, you would not be required to change the default DumpTimeout value for creating dump of a 631 running IC server through IC manager. This configuration must be added or changed on the recommendation 632 of Avaya support. 633
Creating dump with avayadmp application 634 If the dump of a running process cannot be created through IC Manager on windows platform, then the new 635 avayadmp.exe application present in
Avaya IC 7.2.7 Service Pack Release Notes 24
-p 640 . Mandatory parameter. Process ID of the application to be dumped. 641 -t 642 . Optional parameter. Type of dump. Values could be (tiny, mini, midi or full). 643 . If not provided, then full dump will be created. 644 -l 645 . Optional parameter. A valid dump location (directory) where dump will be saved. 646 . If not provided, then dump will be saved in Windows Temp folder. 647 -n 648 . Optional parameter. Friendly application name. For example alias name. 649 . If not provided, then exe name will be used to name the dump file. 650 -d 651 . Optional parameter. Valid directory of dbghelp.dll library. 652 . If not provided, then dbghelp.dll must be tried first from application's directory and then from 653 Windows System directory. 654
Example: If the Avaya Agent Web Client process hangs and is not able to process any VESP request, then it 655 would not be possible to create the dump of AAWC through IC Manager’s ‘Create server dump’ toolbar 656 button. In such scenarios, the ORB server also does not help in creating the dump since AAWC process is 657 launched separately and it is not managed by ORB process. In this situation, avaydmp.exe can be directly 658 used to create a dump of AAWC server by performing the following steps: 659 1. Get the process ID of AAWC, that is, javaw.exe using Windows Task Manager and note it down. 660
2. Open command prompt cmd.exe and navigate to
3. Type the following command on the command prompt: 662
avayadmp.exe -p
4. Note the output of avayadmp.exe on command prompt and check if the core dump file is created at 665 the specified location with the name as
Note: In case of other supported platforms, that is, Solaris and AIX, the respective dump creation utilities 667 such as gcore and gencore can also be used in a similar manner from the command line to create the dump. 668 Examples: 669 Solaris: gcore -o
For more information on how to use gcore and gencore, see the respective platform’s manual. 672
Replace workgroup functionality 673 The Replace functionality is added to Multi Agent Edit feature of IC Manager. This helps simplify the process 674 of replacing agent’s workgroup membership with new workgroup membership. This allows moving all agents 675 of one workgroup to another workgroup. 676
Avaya IC 7.2.7 Service Pack Release Notes 25
In the Workgroup Membership window a new button Replace>> has been added along with the add member 677 (>>) and remove member (<<) buttons. 678 To perform the Replace operation, the user must select an existing workgroup membership from Member of 679 list on the right side and a replacement from Workgroups on the left side and click the Replace>> button as 680 follows: 681
682 The scenarios with steps to perform Replace operation are as follows: 683 Scenario 1: 684 All the selected agents belong to only one workgroup and all of them must be move to another workgroup. 685 For example, move all agents from Passport workgroup to Siebel workgroup. 686 Steps to perform: 687 1. Select the original workgroup from the Member of list on the right side of the window 688 2. Select the new workgroup from Workgroups list on the left side of the window. 689 3. Verify that all the three buttons Add (>>), Remove (<<) and Replace>> are activated. 690 4. Click the Replace>> button to move the agents from the original workgroup to the new 691 workgroup. 692 5. Click Ok on the Workgroup Membership window. 693 6. Click Apply on the Multi Agent Edit window to commit the changes. 694 Since all the agents belong to only one workgroup, the workgrouporder for all the agents is zero. The 695 database changes are shown in the following table: 696 Before performing Replace: 697
Agent Workgroup name Value of the workgrouporder field in the groupmember table
agent1 Passport 0
agent2 Passport 0
Avaya IC 7.2.7 Service Pack Release Notes 26
Agent Workgroup name Value of the workgrouporder field in the groupmember table
agent3 Passport 0
After performing Replace: 698
Agent Workgroup name Value of the workgrouporder field in the groupmember table
agent1 Siebel 0
agent2 Siebel 0
agent3 Siebel 0
699 Scenario 2: 700 The selected agents belong to multiple workgroups. You must replace one of the common 701 workgroups that agents belong to with a new workgroup. 702 For example, remove WG2 and replace WG2 with WG5. 703
704 Steps to perform: 705 1. Select the original workgroup from the Member of list on the right side of the window 706 2. Select the new workgroup from Workgroups list on the left side of the window. 707 3. Verify that all the three buttons Add (>>), Remove (<<) and Replace>> are activated. 708 4. Click the Replace>> button to move the agents from the original workgroup to the new 709 workgroup. 710 5. If some of the selected agents have the new workgroup as their primary workgroup, that is, 711 workgrouporder for the workgroup is zero, the following message appears: 712
Avaya IC 7.2.7 Service Pack Release Notes 27
713 a. On selecting yes, the original workgroup is replaced by the new workgroup for all the 714 agents. 715
The database changes after selecting Yes are as follows: 716 Before performing Replace: 717 Agent Workgroup name Value of the workgrouporder field in the groupmember table agent1 Default 0 WG2 1 Approver 2 agent2 WG2 0 Approver 1 agent3 WG5 0
Approver 1
WG2 2
After performing Replace: 718
Agent Workgroup name Value of the workgrouporder field in the groupmember table agent1 Default 0 WG5 1 Approver 2 agent2 WG5 0 Approver 1 agent3 Approver 0
WG5 1
b. On selecting No, the agents who have the original workgroup as their primary workgroup 719 are skipped and the replace operation is performed for other selected agents. 720 The database changes after selecting No are shown below: 721
Agent Workgroup name Value of the workgrouporder field in the groupmember table
Avaya IC 7.2.7 Service Pack Release Notes 28
agent1 Default 0 WG5 1 Approver 2 agent2 WG5 0 Approver 1 agent3 WG5 0
Approver 1
WG2 2
722 c. On selecting cancel, the Replace operation would be canceled. 723
724 Other changes in the Agent Multi-Edit operation: 725 1. Only one operation at a time: 726 Only one operation out of add, remove or replace is allowed at a time. Before performing the next 727 operation, the user must commit the changes by clicking Apply on the Agent Editor dialog box. 728 Committing ensures that workgroup membership has been updated with proper ordering before the 729 next operation, and avoids database corruption. 730 2. Display common members only: 731 As the Multi-Edit window displays common values across all the agents being edited, only the 732 common workgroups across all the agents are displayed in the member of field. 733 3. Adding new workgroup: 734 If a new workgroup is added in the member of list, the workgroup is added at the last position in the 735 member of list for each individual agent. 736 4. Removing workgroup from common member’s list: 737 If any workgroup is removed from member of list, the workgroup is removed from all the agents being 738 edited and the ordering of the workgroups that are after the workgroup being removed is increased by 739 one. 740 5. Workgroup re-ordering: 741 Member re-ordering, that is, the member move-up and move-down arrow buttons is not available for 742 Multi-Edit, as the order of common groups may vary for all the agents being edited. 743
Internet Explorer 10 support for chat escalation 744 Customers can use Internet Explorer (IE) 10 for chat and collaboration from SP 7.2.6 onwards. Use of IE 10 745 on Agent side is not supported. 746 The following functionality is supported for end customers using IE 10: 747 1. Escalate a chat contact 748 2. Co-browse 749 3. Collaborative form filling 750 Note: IE 10 in IE 9 Mode, IE 10 in IE 8 mode and IE 10 in Quirk mode is not supported. 751
Avaya IC 7.2.7 Service Pack Release Notes 29
Progress indicator for import or synchronization 752 operations with LDAP server 753 Progress of the import or synchronization operation with LDAP server is indicated using a progress bar. This 754 is useful to know the approximate completion of the import or synchronization operation. This is particularly 755 useful when there are a large number of agents configured in LDAP server. 756
Enhancements in IC 7.2.4 Service Pack 757 GRIP 5392: Windows 7 64-bit support 758 GRIP 4645: No Autoconnect after Consult cancel 759
Windows 7 64-bit support 760 IC 7.2.4 supports Windows 7 64-bit for the following: 761 Avaya Agent (Rich Client) 762 Avaya Agent Web Client (Thin Client) 763 BA Admin Tool 764 BA Config Tool 765 IC Manager 766 Config Tool 767 Config Accelerator 768 Support has been added to configure Advocate supervisor on Windows-7, 64-bit. 769 Perform the following steps to configure Advocate on Windows 7, 64-bit: 770 1. Install IC 7.2 RTM base Design & Admin tools on Windows 64 bit machine. 771 Apply IC 7.2.4 Service Pack on Windows 64-bit machine. 772 Run the BA configuration tool to configure Business Advocate supervisor. 773 For more information, see the IC 7.2 Business Advocate Configuration and Administration guide. 774
GRIP 4645:No Autoconnect after Consult cancel 775 For more information, see the section “GRIP 4645: No Autoconnect after Consult cancel” in the IC 7.2.4 776 Configurations section. 777
Enhancements in IC 7.2.3 Service Pack 778 Performance gains using DS Authentication-Only API over full DS Login 779 Deploying Avaya IC on Windows 2008 Server R2 780
Performance gains using DS Authentication-Only API 781 over full DS Login 782 A new DS Authenticate method is added to authenticate with username and password. It only performs 783 verification of authenticity and expiration of user credentials. Therefore, it is faster than the existing login 784 process which queries and updates various tables in the database. IC SDK WebService is also changed to 785
Avaya IC 7.2.7 Service Pack Release Notes 30
use the Authenticate method instead of Login. This reduces the authentication time when calling a 786 WebService. 787
Deploying Avaya IC on Windows 2008 Server R2 788 With Avaya IC 7.2.3, support for Windows 2008 Server R2 Operating System has been added. See IC 7.2.3 789 Configuration section for detailed configuration guidelines. 790
Enhancements in IC 7.2.2 Service Pack 791 The following are the enhancements incorporated into IC 7.2 release with Service pack 7.2.2: 792 Support for IE8 on AAWC. 793 Restrict the retries by WACD on requesting the WAA to qualify a task when no agent is logged into IC 794 Enhanced ASIS to read IC group properties without restart 795 Adding UUID and ALIAS of TS in EDU for IVR application 796 HttpVOX and VOX support TS.TransferEX method. 797 Vox Server to handle extension numbers in excess of 2^31 798 Monitoring IVR extension using *v assignment 799 Indication by WACD about invalid email requalification attempts 800 Disable 'Ready/NotReady' button if agent has not logged into any channel for IC Siebel. 801 Avaya Interaction Center integration with LDAP 802 SSL Enabled communication between HTTPConnector Server and Dialog Designer 5.1 803 Windows 7 support 804
Support for IE8 on AAWC 805 For more information, see the Avaya Agent Web Client section in Configurations. 806
Restrict the retries by WACD on requesting the WAA to 807 qualify a task when no agent is logged into IC 808 A new configuration variable "RequestResourceRetryCount" is introduced in the WACD server. This 809 parameter controls the number of "WACD.RequestResource" re-tries made to WAA server. For example, if it 810 is set to one, WACD will send "WACD.RequestResource" maximum 2 times. The first time it will try and the 811 second time it will retry. 812 Note: This parameter will be used only for chat contacts in Advocate mode. 813 In case the "ResourceRequestRetryCount" is not configured or negative value is provided, it is assumed to 814 be 1000 by default. 815 For more information, see the IC Core Server Configuration section in Configurations 816
Avaya IC 7.2.7 Service Pack Release Notes 31
Enhanced ASIS to read IC group properties without 817 restart 818 Until IC 7.2.1, after changing any of the group properties, the ASIS server had to be started to have properties 819 in effect. In IC 7.2.2, the ASIS server is enhanced to read the group properties set in IC manager without 820 restarting the server. 821 Note: After changing the group properties, agents must be relogged-in to have the changed properties in 822 effect. 823
Adding UUID and ALIAS of TS in EDU for IVR application 824 TS is enhanced to add its own UUID and alias name in the edu container voice.x.uuid and voice.x.owner 825 respectively. This would help to identify the TS that created that particular EDUID. 826
HttpVOX and VOX support TS.TransferEX method 827 HttpVOX and VOX are now supporting TS.TransferEx method so that it can preserve the extended UUI data 828 while transferring the call. 829
HttpVOX 830 A new configuration "Enable Extended Data Support" is added in "HttpVOX" tab of httpVox Server 831 Configurations. If this configuration is checked, HttpVOX extract the Extended UUI data from TS.IncomingCall 832 event and send it while transferring the call using TS.TransferEx method. If this value is not set, HttpVOX 833 would still call the TS.TransferEX method with "NULL" as the extended data. 834 By default "Enable Extended Data Support" configuration is unchecked. 835
VOX 836 A new configuration "Enable Extended Data Support" is added in the VOX tab of Vox Server Configurations. 837 If this configuration is checked, VOX extract the Extended UUI data from TS.IncomingCall event and send it 838 while transferring the call using TS.TransferEx method. . If this value is not set, HttpVOX would still call the 839 TS.TransferEX method with "NULL" as the extended data. 840 By default "Enable Extended Data Support" configuration is unchecked. 841
Vox Server to handle extension numbers in excess of 842 2^31 843 HttpVox and VOX server are now compliant with E.164-based dial plan. 844
Monitoring IVR extension using *v assignment 845 HttpVox is changed to assign stations with '*v' criteria by-default, earlier it was *p. This change is incorporated 846 to support "Converse-On" step in vector. 847
Indication by WACD about invalid email requalification 848 attempts 849 For invalid email qualification, the WACD Admin page shows "waiting for qualification" in red text. 850 Note: Invalid Qualification means the Workflow to qualify chat or email is not available or is taking more time 851 to perform qualification and WACD time out. 852
Avaya IC 7.2.7 Service Pack Release Notes 32
Disable 'Ready/NotReady' button if Siebel agent has not 853 logged into any channel for IC Siebel. 854 The Ready/NotReady button is disabled if the agent is not logged in to any channel. The button is activated 855 after the connection resets and agent is able to log into any channel. 856
Avaya Interaction Center 7.2.2 integration with LDAP 857 LDAP is widely used in enterprises for user management. IC uses its own proprietary user management 858 facility through repository database to manage users. Due to this, the enterprises end up managing users on 859 Active Directory/LDAP as well as in IC separately. This makes synchronization of users difficult for example, 860 when passwords are changed, user accounts are disabled and so on. IC integration with LDAP will allow 861 users to be in sync with Active Directory/LDAP hence, easing the job of user management. 862 For more information, see Installation and Configuration section for Active Directory/ LDAP 863
SSL Enabled communication between HTTPConnector 864 Server and Dialog Designer 5.1 865 The previous HTTPConnector accepted HTTP requests over TCP sockets. It has been enhanced to provide 866 additional security to have a secure communication with its SSL enabled clients. 867 For configuration, see IC Core Server section in Configurations. 868
Avaya Interaction Center supports Windows 7 869 Only 32-bit workstations are supported until 7.2.3. 64-bit support has been added in 7.2.4 service pack. 870 Refer to Windows 7 64-bit support section for the IC tools and applications supported. 871
Enhancements in IC 7.2.1 service pack 872 Following are the enhancements incorporated into IC 7.2 release with service pack 7.2.1: 873 HTML Editor Replacement for Avaya Agent Rich Client 874 Time in Email Template Flexible to Allow 24 or 12 hour format 875 Support for Siebel 7.8.2.13 876 SNMP-MIB Enhancement 877 Ability to enter E-Mail display name in IC Manager 878 Options to set column width, size and location of chat task-list in IC agent 879 Service Class OWT data in OA reports 880 Workflow Server Modification for Dynamic Queue Contact Entry 881 Workflow Server enhanced to handle large number of Workflow channel assignments 882 Chat Typing Status Support 883 Synchronization between Siebel toolbar and Hard phone 884 WebAdmin Page Cancel Task with Specified Status 885 TSA Server enhanced for Extended UUI Data Support 886
Avaya IC 7.2.7 Service Pack Release Notes 33
HTML Editor Replacement for Avaya Agent Rich Client 887 This feature provides better HTML editing capabilities for AIC agents. Separate xml files are provided for 888 configuring each of the following options enabling Agents to use a highly customized email editor: 889 NewOutbound Email 890 Forward/Reply for Email 891 Email Preview 892 Resources Configuration 893 Certain properties in Application.properties file are deprecated. Now the properties are configured in the 894 xml files. 895 The new HTML editor provides the below functionality: 896 Editing or viewing or previewing resource 897 Editing or viewing or previewing email 898 Hyperlink Support - Hyperlinks will work if present in the email body. 899 Printing support - Editlive does not provide printing thus WebAgent uses JDIC for printing email. 900 Print Screen support 901 EditorUtil provides utility functions for Editor. This includes the method that converts plain text to html 902 that considers
as line break. This must be changed to use
tags. 903 Html part of email - While sending out an email, the html part must have an associated style sheet 904 declared inline. Currently, you take out data within
tag. 905 Email Templates - Email Templates should insert tag instead of
tag. 906 Note: This will impact existing email templates on deployment site. 907 Prerequisite: Fonts, which are configured in the configuration files, must already be installed on the machine 908 where the Avaya Rich Client is installed before use. 909 Additional feature like Email Printing Option is provided using JDIC (Java Desktop Integration Component). 910 In IC 7.2.1 SP, the following pop-up screen appears while printing from WebAgent: 911
Avaya IC 7.2.7 Service Pack Release Notes 34
912 For more information, see the Avaya Agent Rich Client section in Configurations. 913
Time in Email Template Flexible to Allow 24 or 12 hour 914 format 915 In IC 7.2, the time format in the email templates sent from IC displays a 24-hour format even though the 916 system time is set to a 12-hour format. IC 7.2.1 SP provides support for 12-hour system time format display in 917 templates for countries using the following languages: 918 Traditional Chinese 919 Simplified Chinese 920 Korean 921 Japanese 922 Thai 923 English 924 For countries using the 24-hour format, the format will continue to observe their existing behavior. 925 Daylight Savings Time (DST) will not be considered in the 12 to 24 hour conversion and vice-versa. 926 This feature is supported on all platforms supported by IC (Windows/Solaris/AIX). To set the locale on an 927 AIX/Solaris Core server machine, refer to the Configuration Section for IC Core Server Configuration 928 Important: 929 The system time format will be used by the %TIME% macro and hence, if the 12-hour time format is 930 configured, only then the previous points are applicable. 931
Avaya IC 7.2.7 Service Pack Release Notes 35
Any change to the time format requires a restart of the IC Servers for the changes to take effect. 932
Support for Siebel 7.8.2.13 933 IC 7.2.1 supports Siebel 7.8.2.13, in addition to Siebel 8.0.0.5 and 8.1.1. The integration objects and AICD.ini 934 files are shipped with the Service Pack IC 7.2.1 that is specific to Siebel 7.8. 935 For more information, refer to the IC – Siebel 7.8 Integration Configuration in configuration section. 936
SNMP-MIB 937 In IC 7.2, all alarms reported were under the same OID and the descriptions were changed by the IC. Hence, 938 NMS could not differentiate alarms based on their priority. In IC 7.2.1 SP, the MIB includes a unique OID for 939 alarms based on their priority. 940 New OIDs have been added as follows: 941 Critical: 7, 942 Major: 8 943 Minor: 9 944 The trap will contain one of these OID depending on alarm severity. 945 The following image contains the added OIDs marked in BOLD: 946
947 For information pertaining to configuration, refer to Installing SNMP-MIB in section Configurations. 948
Ability to enter Email display name in IC Manager 949 This feature provides the ability to, optionally, configure a display name for each e-mail account configured in 950 AIC. If this feature is configured, for all outbound emails a display name will be shown to the customer instead 951 of e-mail address. 952 For example, on receiving a mail from [email protected], the customers will see Support Test in 953 their email client. This provides a user-friendly and logical way for customers to identify emails. 954 If Display Name is not configured, customers will continue to see the email address in their emails. Example 955 [email protected] 956
Avaya IC 7.2.7 Service Pack Release Notes 36
See ICManager Configuration Section to enable this feature. Ensure the changes to ICManager and in ADL 957 files using Database Designer are performed correctly. 958 Important: After performing configuration, restart the DataServer, Directory Server and perform a Manager > 959 Refresh on ICManager. This ensures ICManager loads the configured email accounts correctly. Otherwise, 960 an error will be reported as “Could not load Email Accounts” when trying to view configured Email accounts. 961
Options to set column width, size and location of chat 962 task-list in IC agent 963 IC 7.2.1 SP provides the ability to customize the chat-list attributes like column width, size, and location 964 through the cdl file. These changes will persist over successive logins of Avaya Agent Rich Client. 965 The latest changes, on either the running application or changed cdl file, will take precedence over the other 966 during the next agent login. 967 For configuration details, refer to Database Designer and Avaya Agent Rich Client sections under 968 Configurations. 969
Service Class OWT data in OA reports 970 In IC7.2 the Oldest Wait Time (OWT) for OA reports calculations was based on the EDU.Createtime. From IC 971 7.2.1 SP, the definition of OWT is as follows: 972 OWT: Waiting time of the oldest contact in a Service class Queue. The waiting time being calculated from the 973 time the contact enters the service class and not the time (EDU.Createtime) it entered IC system. The time 974 the contact enters the Service class queue is also called as “QueueArrivalTime” (QAT) and synonymously 975 called as ResourceRequestDate. 976 With the new definition, you can determine how long a call or contact waited in the Service class queue 977 before being assigned to an agent. 978 The vespidl.pk file has API definitions of all the servers including TSA and WAA. The signature of the 979 following APIs has changed to include a new parameter named ResourceRequestDate to indicate the time 980 when the ResourceRequest was sent to the ResourceManager. 981 ResourceManager_RequestRsc/ORBStatus strReqId/string strResourceId/string slQualifiers/*SeqLong 982 lOriginalRequestDate/long lFlags/long lTimeoutState/long lTimeoutAction/long lResourceRequestDate/long 983 out:sqRequestResult/*SeqCouple; 984 ResourceManager_RequestRscExcept/ORBStatus strReqId/string slQualifiers/*SeqLong 985 strExceptResourceId/string strResourceId/string lOriginalRequestDate/long lFlags/long lTimeoutState/long 986 lTimeoutAction/long lResourceRequestDate/long out:sqRequestResult/*SeqCouple; 987
EDU Fields 988 In WAA Server, 2 new values (sc.state and sc.qat) are added in the EDU of the contact when it is processed 989 by this server. These values have no relevance outside the context of WAA server. When a contact is sent 990 for ResourceRequest, the ResourceRequestDate will be considered as a Queue Arrival time, in case the 991 contact was queued to a service class. 992 The TSA Server however does not add any of the fields mentioned to EDU of the contact. 993 Important: 994 Merge any previous customization changes to the new vespidl.pk file 995 Do not use the fields, sc.qat and sc.state in EDU. These are only for internal server use. 996
Avaya IC 7.2.7 Service Pack Release Notes 37
Workflow Server Modification for Dynamic Queue 997 Contact Entry 998 In the PostQualification block in the flows mentioned, a new EDU parameter named arrival_time (of type 999 SeqCouple) has been added. This field, by default, is set to EDU.Createtime, and is used for contact priority 1000 calculations per service class. This field enables customers to customize and use the flows to modify the 1001 contact priority calculations according to their business needs. 1002 The PostQualification and PostQualificationEx blocks of the following workflows are modified: 1003 advocate.qualifyemail_adv 1004 advocate.qualifychat_adv 1005 advocate.qualifyvoice_adv 1006 advocate.handle_exception 1007 advocate.transfertoagent_adv 1008 After performing the IC 7.2.1 SP installation steps, perform the following steps: 1009 1. Open Workflow Designer and open ...\IC72\design\IC\Flows\Avaya\Advocate\Advocate.prj 1010 2. If you are using customized Advocate flows but using OOTB PostQualification and PostQualificationEx 1011 blocks in those flows then replace these blocks with new PostQualification and PostQualificationEx blocks 1012 from Advocate catalogue in Workflow Designer in all the flows. 1013 3. If you are using customized PostQualification and PostQualificationEx blocks, then merge your 1014 customized changes into the new PostQualification and PostQualificationEx blocks. 1015 4. Build the Advocate.prj flowset. 1016 5. Restart all the Workflow Servers. 1017 Note: The following changes are done in new PostQualification and PostQualificationEx blocks in 1018 Advocate catalogue: “arrival_time” SeqCouple is added into EDU with default value of EDU's createtimet. 1019 TSA & WAA would use this (arrival_time) time to prioritize the contact in the Service Class queue of RM. 1020
Workflow Server enhanced to handle large number of 1021 Workflow channel assignments 1022 In IC 7.2, channel assignment and event-flow association is done through workflow server Configuration Tab. 1023 This results in large vesp.imp and ds.ffd files for a huge number of channel associations, which at times might 1024 result in request timeouts. 1025 In IC 7.2.1 SP, the workflow server is enhanced to provide channel assignments through scripts. The channel 1026 associations will be loaded by the Workflow Server through "synchronous startup flow" / "startup flow" as 1027
Avaya IC 7.2.7 Service Pack Release Notes 38
Note: Configuring Channel assignments and event-flow associations through script is an additional option. 1038 Using Configuration Tab for this purpose is still supported. 1039 While configuring Channel & Association through scripts, validating the uniqueness of Range (Channel 1040 Assign Number) is the responsibility of scriptwriter. The Range of Channel Association should match with 1041 ChannelAssign. If unique ranges are not provided in flow script, the Workflow server will log this condition and 1042 will not start. 1043
Chat Typing Status Support 1044 IC 7.2.1 SP supports the typing status in a live chat in interaction center. This feature provides the typing 1045 status indication on customer side as well as the agent side with information on who is typing. 1046 This feature is supported for the following Avaya Agent Clients: 1047 Avaya Agent Rich Client 1048 Avaya Agent Web Client 1049 Avaya Agent SDK Client 1050 The following features are supported in Chat Typing Status support in IC 7.2.1 SP: 1051 1. When an agent starts typing, a message is displayed at customer side that [agent preferred name] is 1052 typing. 1053 2. When customer starts typing, a message being shown to agent that [customer display name] is typing. 1054 On pressing Enter or clicking the Say button or Push URL button, the typing status message will be removed 1055 In a multiple-party conference when any one of the party starts typing, a typing status message will be 1056 displayed to other parties in call. 1057 In a multiple-party conference, when one or more parties start typing, a message “ [customer_display_name1, 1058 customer_display_name 2] , [Agent_preferred_name1, Agent_preferred_name2] typing..” is displayed to other 1059 respective parties in call. 1060 While typing, if a party does not press the enter/say/push-url button, after specific configurable time-interval, 1061 the message will be removed from other parties’ side. 1062 After disconnecting and wrapping up a chat call, the typing status message is removed. 1063 After joining multiple customers on a chat call using join-us, the typing status of all customers is displayed to 1064 each other and other parties in call. 1065 The typing status message indication to agent is configurable on the admin web site. Refer to Website ICM 1066 Configuration section and Avaya Agent Rich Client and ICManager Configuration to enable Typing Status 1067 Support for Avaya Agent Web Client and SDK Clients. 1068
Synchronization between Siebel toolbar and hard phone 1069 In IC 7.2.1 Siebel client is enhanced to allow the agents to login back through Siebel browser even if they are 1070 already logged-into the hard phone. The agent client toolbar and hard phone will be synchronized on agent 1071 login. The following scenarios are handled in this enhancement. 1072
Scenario 1 1073 Enabling an agent to remain logged in to the hard phone on Siebel browser normal or abnormal exit. 1074 Refer to Configuration Section to enable this feature. Do not perform these steps if you want this feature 1075 Disabled. 1076
Scenario 1 Limitation 1077
Avaya IC 7.2.7 Service Pack Release Notes 39
The feature is intended only for ACD/CM based routing. In Advocate based routing, if an agent exits 1078 from the Siebel browser, the agent will remain logged-in into the hard-phone but may not receive any 1079 queue calls when this feature is enabled. 1080 Agents have to log out of the hard-phone manually when this feature is enabled. 1081 Once agents exit from Siebel, the IC side reporting will not be effective and call related information 1082 would not be available. 1083 Once agents exit from Siebel, the email channel will not work and agents will remain logged into hard 1084 phone. 1085
Scenario 2 1086 Agents can login through the Siebel browser even if they are already logged-into hard phone and have the 1087 toolbar in synchronization with the hard-phone. 1088 Refer to Configuration Section to enable this feature. Do not perform these steps if you want this feature 1089 Disabled. 1090 The following are the system limitations in the previous scenarios. 1091
Scenario 2 Limitation 1092 When feature for Scenario 2 is enabled and if the hard-phone is busy or the agent is working on a call using a 1093 hard-phone then the agent must not try to log in to Siebel. CM does not allow logging in to the hard-phone if 1094 the phone is busy, hence, the log in fails. AICD would continue to monitor the extension. 1095 Note: This enhancement is specific for Avaya CM/Definity Switches. 1096
WebAdmin Page Cancel Task with Specified Status 1097 IC 7.2.1 Web Admin pages allow you to cancel a task with a specified status, rather than only being able to 1098 cancel them without any type of reason. The specified status could be any of the resolve statuses configured 1099 using RLManager. 1100 The Administrator will have a drop-down-list on the Web Admin Page containing all the resolve statuses 1101 configured in the system. The Administrator can select any task and cancel it using the appropriate resolve 1102 status according to the business application. 1103 For information regarding configurations, refer to section Design and Admin Configuration. 1104
TSA Server enhanced for Extended UUI Data Support 1105 In IC 7.2.1, the TSA server is enhanced to handle Extended UUI data. A new server configuration parameter 1106 “Enable Extended Data Support” is added that must be used to enable or disable handling extended data by 1107 the TSA Server. 1108
Case 1 1109 If the 'Enable Extended Data Support' configuration parameter is enabled, TSA will first try to get extended 1110 UUI data from TS events and if unsuccessful, then try to get it from EDU. The newer TS APIs will be called 1111 along with this fetched extended UUI data. 1112
Case 2 1113 If the 'Enable Extended Data Support' configuration parameter is disabled, TSA will not try to get extended 1114 UUI data either from TS event or from EDU. The newer TS APIs will be called with NULL / empty extended 1115 UUI data. 1116
Avaya IC 7.2.7 Service Pack Release Notes 40
Installation 1117 This section describes the Service Pack Installer that updates existing Avaya IC 7.2 systems with the Avaya 1118 IC 7.2.7 Service Pack to provide fixes and enhancements for Avaya IC 7.2 1119 The Installation Tool performs the following steps: 1120 1. Creates a backup of each file that is replaced by the installer with new files. 1121 2. Copies the new IC 7.2.7 files into the appropriate directories on your system. 1122 3. Creates the Uninstaller program. 1123 4. Displays a screen that confirms a successful installation with the following text: 1124
Installation was successful. No errors or warnings were generated. Complete log messages are available at: .../IC72/ICServicePacks/7.2.7/
Where
Component/machine Folder Name
Administration and Design DesignAdmin
Avaya Agent client AvayaAgent
Avaya Agent Web Client WebClient
Avaya Agent Web Client Connector WebConnector
IC Servers Server
Siebel Integration component (IC side) ICSideSiebel
Siebel Integration component (Siebel side) SiebelSideIC
For Windows installations, the Installation Tool also: 1130 Un-registers the necessary files on your system. 1131 Registers the new files on your system. 1132
Before you install 1133 You must have separate machines for each of the IC components because Avaya does not support multiple 1134 IC components installed on the same machine. 1135 IC Servers 1136 Avaya Agent 1137 Avaya Agent Web Client Connector 1138
Avaya IC 7.2.7 Service Pack Release Notes 41
Administration and Design 1139 Siebel Integration component [IC side] 1140 Siebel Integration component [Siebel side] 1141 SDK 1142 Note: 1143 In case an IC installation is being done on a fresh system using the RTM installer, then some error messages 1144 can popup during the installation of the Service pack. These error messages state that the file being copied 1145 during the Service Pack installation are older than the file which already exists on the system. This is a valid 1146 scenario, and the customer should replace the existing files with the files being copied by the Service Pack 1147 installer. 1148 When installing IC using the RTM installer, the installer adds data regarding the installation location of IC to 1149 some of the files being installed by the installer. Due to this, the modification time of the file changes to the 1150 current time. If the IC system was installed during the development phase or after the release of the Service 1151 pack, then it may happen that some of the files in the service pack have a modification time which is earlier 1152 than those of the same files installed on the system (due to the RTM installer modifying them, as stated 1153 above). 1154 In these cases, the message as described above will pop up during the Service Pack installation. You can 1155 ignore the error message and continue with the installation by choosing the Replace option on the dialog box 1156 that pops up. 1157
Stop Avaya Agent Web Client 1158 Before you run the IC 7.2.7 installation, you must stop the Avaya Agent Web Client. Ensure that all IC Avaya 1159 Agent Web Clients are logged off prior to stopping the Avaya Agent Web Client. 1160 On the Avaya IC 7.2 release, you can start and stop the Avaya Agent Web Client component by stopping the 1161 javaw process. 1162 To stop the javaw process 1163 1. For Windows Operating System, click Start > Run to open command prompt. 1164 Change the directory to: IC_INSTALL_DIR\IC72\bin. 1165 Execute the following command: 1166
Operating System Procedure
Windows To stop: aawcclient.bat stop
Solaris and AIX To stop: ./aawcclient.sh stop
Stop IC services 1167 Before you run the IC 7.2.7 Server installation, you must stop all the IC services and ensure those services 1168 are stopped. This may take several minutes because it allows the servers to complete their current tasks 1169 before shutting down. 1170
Windows 1171 To stop the IC Services: 1172
Avaya IC 7.2.7 Service Pack Release Notes 42
1. Click Start > Run. 1173 2. In the Run box, type services.msc and press Enter. 1174 3. Stop the following services (some may not exist on every IC server): 1175 Avaya IC CIRS Service 7.2 1176 Avaya IC Email Template Management Service 7.2 1177 Avaya ICM Service 7.2 1178 Avaya IC ORB Service 7.2 1179 Avaya IC Test Service 7.2 1180 Avaya IC Web Management Service 7.2 1181 Avaya IC WebLM Service 7.2 1182 Avaya Voice Media Manager 1183 Avaya SDK Services 1184
Solaris and AIX 1185 To stop the IC Services, login with root privileges and navigate to the .../IC72/bin directory: 1186 1. For ICM, at the command prompt, type:./icm.sh stop –force and press Enter. 1187 2. For CIRS, at the command prompt, type:./cirs.sh stop –force and press Enter. 1188 3. To stop multiple Tomcat instances, at the command prompt, type:./ictomcat.sh stop all –force 1189 and press Enter. 1190 To stop a single Web Application, at the command prompt, type:./ictomcat.sh stop
Stopping the VMM service (Solaris only) 1196 If you host your Avaya IC servers on Solaris and have the Voice Media Manager (VMM) service configured, 1197 you must stop the VMM setup service to configure the VMM for Voice Chat. The VMM setup service 1198 configures the VMM to start automatically. 1199 You must only perform this step if you host your Avaya IC servers on Solaris. Do not perform this step if you 1200 host your servers on Windows machines. 1201 To stop VMM on Solaris: 1202 1. Navigate to the following directory: IC_INSTALL_DIR/IC72/bin 1203 2. Type the following at the command line:./vmm_setup stop 1204 3. Press Enter. 1205
Stopping IC servers 1206 Before you run the IC 7.2.7 server installation, you must stop all the IC servers and ensure all processes are 1207 stopped. Ensure that all IC Avaya Agents and IC Avaya Agent Web Clients are logged off prior to stopping all 1208 IC servers. This may take several minutes because the servers need to complete their current tasks before 1209 shutting down. 1210
Avaya IC 7.2.7 Service Pack Release Notes 43
You can stop IC servers on any of the supported platforms using either IC Manager or the Avaya IC Admin 1211 Utility. 1212
Windows 1213
IC Manager 1214 To stop all the IC servers in the proper order using IC Manager: 1215 1. Start IC Manager, if it is not already running. 1216 2. Click the Server tab. 1217 3. Select Server > Shutdown. 1218 4. Select the IP address or the name of the machine on which you want to stop servers. 1219 5. Click OK. 1220
Avaya IC Admin Utility 1221 To stop all IC servers using the Avaya IC Admin Utility on the IC server machine: 1222 1. In a command window, navigate to the ...\IC72\bin directory. 1223 2. Stop all IC servers: 1224 . To stop IC servers on all/multiple machines (multi-box setup): 1225 i. At the command prompt, enter the command: icadmin tva
Advocate Servers and Administration 1233 Perform the following steps on each Advocate Administration and Server machine: 1234 1. Close Advocate Administration. 1235 2. Click Start > All Programs > Administrative Tools > Component Services. 1236 3. In Component Services, click Computers > My Computer > COM+ applications > Avaya Business 1237 Advocate. 1238 4. Right-click the package and select Shutdown. 1239
Solaris and AIX 1240
IC Manager 1241 To stop all the IC servers in the proper order using IC Manager: 1242 1. Start IC Manager, if it is not already running. 1243 2. Click the Server tab. 1244 3. Click Server > Shutdown. 1245
Avaya IC 7.2.7 Service Pack Release Notes 44
4. Select the IP address or the name of the machine on which you want to stop servers. 1246 5. Click OK. 1247
Avaya IC Admin Utility 1248 To stop all IC servers, including the ORB server, using the Avaya IC Admin Utility on the IC server machine: 1249 1. In the command window, navigate to the .../IC72/bin directory. 1250 Stop all IC servers: 1251 . To stop IC servers on all/multiple machines (multi-box setup): 1252 i. On the command line, enter the command: ./icadmin tva
Ensuring all IC servers and services are stopped 1260
Windows 1261 1. Go to the Task Manager dialog box. 1262 2. Click the Process tab to view a list of the processes on your machine. 1263 3. Check to ensure the IC servers are not running. 1264
Solaris and AIX 1265 1. At the command line, type the following command: 1266 ps -ef | grep
Prerequisites 1279 This section describes the prerequisites for installing the IC 7.2.7 Service Pack. 1280
Avaya IC 7.2.7 Service Pack Release Notes 45
Prerequisites for installing IC 7.2.7 1281 1. Before you install IC 7.2.7, you must have IC 7.2 installed on your system. 1282 Cumulative security update for Internet Explorer 8 (KB978207) must be installed on the machines from where 1283 AAWC is launched. If is not already installed, install the same. 1284 Note: Microsoft might have released a patch superseding this and you can install the same. 1285
Getting Started 1286 Avaya IC 7.2.7 is available on the Avaya Support Web site at: http://support.avaya.com/downloads/ 1287 To receive the IC 7.2.7 release on a CD, send an email requesting the media (CD) to 1288 [email protected] with the following details: 1289 Customer Name 1290 Avaya Sold-to Number 1291 Contact Name 1292 Contact Address 1293 Contact Phone Number 1294 What CDs you are requesting 1295
Obtaining a License Key 1296 IC and OA are enabled for run-time operation with a license key that provides features and capacity based on 1297 your specific order. The following information assists you in requesting your license keys. 1298 If you have a valid license key and move to a newer IC and OA release from an earlier release, your license 1299 key continues to be valid. It contains IC and OA features and capacity you are entitled to with your software 1300 licensed from Avaya. Unless you have made changes that modify your HostID on the server where the 1301 license manager is operating, you will not need a new license. For Windows deployments of WebLM, the 1302 license is keyed on the server's MAC address, and not on the HostID 1303
License Request 1304 1. License Key Request (New) 1305 Send to: [email protected] 1306 Include the following details: 1307 o Customer Name 1308 o Customer Location (city, state, country) 1309 o Avaya SAP Order Number 1310 o MAC Address (HostID for Solaris) of all Servers running WebLM Service 1311 o System Purpose (for example, Production, Test, Lab) 1312 o Return Email address 1313 o Implementer of system (Avaya PSO, Avaya Business Partner or SI, self) 1314 2. License Key Request (Addition/change) 1315 Send to: [email protected] 1316 Include the following details: 1317
Avaya IC 7.2.7 Service Pack Release Notes 46
o Copy of current license file (Important) 1318 o Customer Name 1319 o Customer Location (city, state, country) 1320 o If adding - Avaya SAP Order Number 1321 o Avaya Customer Number 1322 o If changing - MAC Address (HostID for Solaris) of all Servers running WebLM Service 1323 o System Purpose (for example, Production, Test, Lab) 1324 o Return Email address 1325 o Implementer of system (Avaya PSO, Avaya Business Partner or SI, self) 1326
Downloading the IC 7.2.7 Service Pack 1327 You can download the IC 7.2.6 Service Pack files from the Avaya Support site: 1328 http://support.avaya.com/downloads 1329 To download IC 7.2.7: 1330 1. On the Avaya support site, click Downloads & Documents. 1331 2. In the Enter Your Product Here field, enter the product name Interaction Center. 1332 3. Click the Choose Release drop-down list and select 7.2.x. 1333 4. Select Downloads. 1334 5. Click Enter. 1335 3. Click the appropriate IC 7.2.7 file name to download the respective file. 1336 4. Move the IC 7.2.7 files to an installation directory on the system where you want to store them. 1337 Important: The name of the installation directory can contain only acceptable characters, such as A-Z, a- 1338 z, 0-9, -, and _, for the installation to run successfully. The installation wizard does not copy files from a 1339 directory that contains any other special characters in its name. 1340
Installation files 1341 The following table indicates the machine type, operating system, and the filename for each of the IC 7.2.7 1342 components: 1343 Note: The mapped network drive installation option is not available for the Solaris and AIX platforms. 1344
Component/machine Platform Filename
Administration and Design Windows IC727WinAdmin.zip. Extract the files into the install directory on the local machine or on the mapped network drive, depending on the installation option you want to follow.
Avaya Agent client Windows IC727WinAgentClient.zip. Extract the files into the install directory on the local machine or on the mapped network drive, depending on the installation option you want to follow.
Avaya IC 7.2.7 Service Pack Release Notes 47
Component/machine Platform Filename
Avaya Agent Web Client Windows IC727WinWebClient.zip. Extract the files into the install directory on the local machine or on the mapped network drive, depending on the installation option you want to follow.
Avaya Agent Web Client Connector Windows IC727WinWebConnector.zip. Extract the files into the install directory on the local machine or on the mapped network drive, depending on the installation option you want to follow.
Solaris IC727SolWebConnector.tar. Extract the files into the install directory on the local machine.
AIX IC727AixWebConnector.tar. Extract the files into the install directory on the local machine.
IC Servers Windows IC727WinServer.zip. Extract the files into the install directory on the local machine or on the mapped network drive, depending on the installation option you want to follow.
Solaris IC727SolServer.tar Extract the files into the install directory on the local machine.
AIX IC727AixServer.tar. Extract the files into the install directory on the local machine.
Siebel Integration component (IC Windows ICSide727win.zip. Extract the files into the install side) directory on the local machine or on the mapped network drive, depending on the installation option you want to follow.
Solaris ICSide727sol.tar. Extract the files into the install directory on the local machine.
AIX ICSide727aix.tar. Extract the files into the install directory on the local machine.
Siebel Integration component Windows SiebelSide727win.zip Extract the files into the install (Siebel side) directory on the local machine or on the mapped network drive, depending on the installation option you want to follow.
Solaris SiebelSide727sol.tar Extract the files into the install directory on the local machine.
AIX SiebelSide727aix.tar Extract the files into the install directory on the local machine.
Installation options 1345 Avaya IC 7.2.7 provides the following installation options: 1346 Network installation with mapped drive 1347 Local installation 1348
Avaya IC 7.2.7 Service Pack Release Notes 48
Silent installation 1349 Console installation 1350 The IC Server components, Siebel Integration component on the Siebel side, Siebel Integration component 1351 on the IC side, and Avaya Agent Web Client Connector components are installed on the Windows, Solaris, 1352 and AIX platforms. All other components are installed on the Windows platform only. 1353 For information on all the supported platforms for IC, see IC 7.2 Installation Planning and Prerequisites. 1354
Network installation with mapped drive 1355 You can install IC 7.2.7 from a network or shared computer to upgrade other machines without copying the IC 1356 7.2.7 files from the central computer to those machines. 1357 To enable your local machine to access the network computer, you must map a drive from the local machine 1358 to the network computer by selecting the Tools > Map Network Drive option in Windows Explorer. 1359 Note: If Universal Naming Convention (UNC) is not supported, you must map the drive to be accessed from 1360 the installation machine. UNC specifies a common syntax for accessing network resources, such as shared 1361 folders and printers. 1362 For example, the syntax for Windows systems is as follows: \\computername\sharedfolder\resource 1363
Local installation 1364 To install on local machines, copy the component directory for example, Server, Avaya Agent, or Avaya Web 1365 Agent Client from the central machine to the machine where you want to install the component. 1366
Silent installation 1367 When you run installation in silent mode, the user interface is not available. To run the installer in silent mode, 1368 run the record mode followed by silent mode. 1369
Record mode 1370 In record mode, the installer runs the installation normally but records all of your inputs in a text file. 1371 To run the installer in record mode: 1372 1. Go to the package directory where the contents of the Service Pack installer are extracted. 1373 2. At the command prompt, type:
Operating System Command
Windows setupwin32.exe -options-record "D:\temp\SP727Silent.opt"
Solaris ./setupsolarisSparc.bin -options-record "/tmp/SP727Silent.opt"
AIX ./setupaix.bin -options-record "/tmp/SP727Silent.opt"
Note: The
Silent mode 1381
Avaya IC 7.2.7 Service Pack Release Notes 49
In silent mode, rerun the same installation on another system using the inputs from the text file: 1382 To rerun the installer in silent mode: 1383 1. Copy the
Operating System Command
Windows setupwin32.exe -options "D:\temp\SP727Silent.opt" -silent
Solaris ./setupsolarisSparc.bin -options "/tmp/SP727Silent.opt" -silent
AIX ./setupaix.bin -options "/tmp/SP727Silent.opt" - silent
The
Console installation 1392 When you run installation in console mode, the user interface is not available. 1393 To run the installer in console mode: 1394 1. Enter the following command at the command prompt:
Operating System Command
Windows setupwin32console.exe -console
Solaris ./setupsolarisSparc.bin -console
AIX ./setupaix.bin –console
Note: The console option can be used for installation and uninstallation of all components. 1397
Order of installation 1398 After you complete the instructions for a network installation or a local installation, install the IC 7.2.7 1399 components in the following order: 1400 Server installation 1401 Siebel Integration Component installation 1402 Avaya Agent Web Client Connector installation 1403 Avaya Agent Web Client installation 1404 Administration and Design installation 1405
Avaya IC 7.2.7 Service Pack Release Notes 50
Avaya Agent installation 1406
Server installation 1407 This section describes the installation procedures for the IC 7.2.7 server component. The server component 1408 can be installed on the Windows, Solaris, and AIX platforms. 1409 This section includes the following topics: 1410 Windows installation procedures 1411 Solaris installation procedures 1412 AIX installation procedures 1413 Note: The files for SDK components are currently bundled with the IC Servers installation package for the 1414 Windows, Solaris, and AIX platforms. If you have IC setup as a multi-box setup (primary machine, secondary 1415 machine, and so on), you need to install the IC Servers setup on all these machines. 1416
Windows installation procedures 1417 Note: Server installation instructions in this section pertain to existing IC setup on Windows 2003 server. For 1418 installation of IC on Windows 2008 R2 server, refer to the relevant chapter in this document. 1419 Perform the following steps on the Windows machines running IC servers: 1420 1. Before you begin the Service Pack Installation, ensure that all IC components are stopped as explained in 1421 the sections, Stopping IC servers and Stop IC services. 1422 2. Go to the directory where you extracted the contents of the IC727WinServer.zip file. 1423 3. Copy the IC727WinServer folder to the machine where you want to install the Server component. If you 1424 are accessing a network computer through a mapped drive, you do not need to copy the folder. Perform 1425 the following steps from your server machine: 1426 a. Open the IC727WinServer folder and double-click setupwin32.exe to start the installation 1427 program. 1428 b. On the Welcome screen, select Next to continue. 1429 c. On the next screen which displays the location of the Uninstall program, select Next. 1430 d. In the pop-up window that prompts, Please stop all Avaya IC servers and services, click 1431 Continue. 1432 e. On the next screen which displays the installation summary, click Next to run the installation. 1433 The Installation Tool: 1434 a. Creates a backup directory and moves the existing server files to that directory. 1435 b. Copies the new server files to the proper directories. 1436 c. Registers the new .ocx and .dll files. 1437 d. Installs the Uninstall program. 1438 e. Displays the results of the installation. 1439
If installation is successful, the system If installation is successful, the system displays: displays: ALERT! Installation failed. Please fix these errors and Installation was successful. No errors or re-run the installer. The following errors or warnings warnings were generated. Complete log were generated. Complete log messages are available messages are available at: at: ...\IC72\ICServicePacks\7.2.7\Server\Log\install.log ...\IC72\ICServicePacks\7.2.7\Server\Log\ins LIST OF ERRORS AND WARNINGS
Avaya IC 7.2.7 Service Pack Release Notes 51
tall.log
4. Click Finish. 1440 5. If the installation is unsuccessful, run the Uninstall program. Correct the errors and re-run the installation 1441 program. 1442 6. If a Telephony Server is configured, take the backup of the tssrv.exe and tssrv.pdb files, and delete the 1443 files from their current location. Make a copy of the files for your switch and rename the copies to 1444 tssrv.exe and tssrv.pdb. 1445 For example: For Avaya DEFINITY/CM, create a copy of cvlansrv.exe and rename it as tssrv.exe in the 1446 AVAYA_IC72_HOME\bin directory. Similarly, create a copy of cvlansrv.pdb and rename it as tssrv.pdb in 1447 the AVAYA_IC72_HOME\bin directory. 1448
Switch Copy... Rename to...
Avaya DEFINITY/CM cvlansrv.exe, cvlansrv.pdb tssrv.exe, tssrv.pdb
Nortel Meridian ctsrv.exe, ctsrv.pdb tssrv.exe, tssrv.pdb
Aspect Call Center tsv5aspectcmi.exe, tsv5aspectcmi.pdb tssrv.exe, tssrv.pdb
Cisco ICM tsv5cisco.exe, tsv5cisco.pdb tssrv.exe, tssrv.pdb
7. If a TSQS Server is configured, take the backup of the tsqssrv.exe and tsqssrv.pdb files, and delete the 1449 files from their current location. Make a copy of the files for your switch and rename the copies to 1450 tsqssrv.exe and tsqssrv.pdb. 1451 For example, for Avaya DEFINITY/CM, create a copy of tsqssrv_asai.exe and rename it as tsqssrv.exe in 1452 the AVAYA_IC72_HOME\bin directory. Similarly, create a copy of tsqssrv_asai.pdb and rename it as 1453 tsqssrv.pdb in the AVAYA_IC72_HOME\bin directory. 1454
Switch Copy... Rename to...
Avaya DEFINITY/CM tsqssrv_asai.exe, tsqssrv_asai.pdb tsqssrv.exe, tsqssrv.pdb
Nortel Meridian tsqssrv_rti.exe, tsqssrv_rti.pdb tsqssrv.exe, tsqssrv.pdb
Aspect Call Center tsqssrv_ aspctportal.exe (no .pdb file) tsqssrv.exe
Cisco ICM tsqssrv_cisco.exe, tsqssrv_cisco.pdb tsqssrv.exe, tsqssrv.pdb
8. On the Web Management Services IC machine, delete the folder "localhost" from the following 1455 location:../IC72/tomcat/work/Catalina/. 1456 Execute this step only on the Web Management Services IC machine. 1457 9. If the installation is successful, restart the machine before you restart the servers. 1458
Solaris installation procedures 1459 To run the Solaris installer, you must log in with root privileges. Perform the following steps on the Solaris 1460 machines running IC servers: 1461 1. Before you begin the Service Pack Installation, ensure that all IC components are stopped as explained in 1462 the sections: Stopping IC servers and Stop IC services. 1463 2. Go to the directory where you uncompressed the contents of the IC727SolServer.tar file. 1464
Avaya IC 7.2.7 Service Pack Release Notes 52
3. At the command line, type: $AVAYA_IC72_HOME/bin/icenv ./setupsolarisSparc.bin (where 1465 $AVAYA_IC72_HOME/bin/icenv sets the IC environment variables and ./setupsolarisSparc.bin starts the 1466 Server installation). 1467 4. On the Welcome screen, click Next. 1468 5. On the next screen, which displays the location of the Uninstall program, click Next. 1469 6. In the pop-up window that prompts, Please stop all Avaya IC servers and services, click OK. 1470 7. On the next screen, this displays the installation summary, click Next to run the installation. 1471 The Installation Tool: 1472 o Creates a backup directory and moves the existing server files to that directory. 1473 o Copies the new server files to the proper directories. 1474 o Installs the Uninstall program. 1475 o Displays the results of the installation. 1476
If installation is successful, the system If installation is successful, the system displays: displays: Installation was successful. No ALERT! Installation failed. Please fix these errors and errors or warnings were generated. rerun the installer. The following errors or warnings were Complete log messages are available at: generated. Complete log messages are available at: .../IC72/ICServicePacks/7.2.7/Server/Log .../IC72/ICServicePacks/7.2.7/Server/Log/install.log /install.log LIST OF ERRORS AND WARNINGS
8. Click Finish. 1477 9. If the installation is unsuccessful, run the Uninstall program. Correct the errors and re-run the Installation 1478 program. 1479 10. If the tssrv file exists on the system, check to see if this file is a symbolic link to the Telephony Server 1480 executable. 1481 11. At the command prompt, type ls -l tssrv 1482 12. If the tssrv is a symbolic link to the Telephony Server, the system displays: lrwxrwxrwx filenameA -> 1483 filenameB (where filenameA is a variable for tssrv and filenameB is the absolute server name). 1484 13. If the tssrv file is a symbolic link to the Telephony Server, use the existing file without renaming it. 1485
Switch Use...
Avaya DEFINITY/CM cvlansrv
Nortel Meridian Ctsrv
14. If the tssrv file is not a symbolic link to the Telephony Server, take a backup of the tssrv file, and delete 1486 the file from its current location. Make a copy of the file for your switch and rename the copy to tssrv. 1487 For example: For Avaya DEFINITY/CM, create a copy of cvlansrv and rename it as tssrv in the 1488 AVAYA_IC72_HOME/bin directory. 1489
Switch Copy... Rename to...
Avaya DEFINITY/CM cvlansrv tssrv
Nortel Meridian ctsrv tssrv
Avaya IC 7.2.7 Service Pack Release Notes 53
15. If a TSQS Server is configured, take a backup of the tsqssrv file, and delete the file from its current 1490 location. Make a copy of the file for your switch and rename the copy to tsqssrv. 1491 For example: For Avaya DEFINITY/CM, create a copy of tsqssrv_asai and rename it as tsqssrv in the 1492 AVAYA_IC72_HOME\bin directory. 1493
Switch Copy... Rename to...
Avaya DEFINITY/CM tsqssrv_asai tsqssrv
16. Back up the qorasrv file from the ..\IC72\bin folder. 1494 Note: 1495 If you are using an Oracle 10 DB Client, rename qora10srv as qorasrv in the ..\IC72\bin folder. 1496 If you are using an Oracle 11 DB Client, rename qora11srv as qorasrv in the ..\IC72\bin folder. 1497 On the Web Management Services IC machine, delete the folder "localhost" from the location 1498 “.../IC72/tomcat/work/Catalina/”. This step is to be executed on only the Web Management Services 1499 IC system. 1500
AIX installation procedures 1501 Before running the Service Pack installer on the AIX platform, you need to end the processes that use the 1502 Rogue Wave binary files installed on the system. 1503
AIX installation prerequisites 1504 Perform the following steps before performing the installation on the AIX platform: 1505 1. Ensure that all IC components are stopped as explained in the sections, Stopping IC servers and Stop IC 1506 services. 1507 2. Change directory to $AVAYA_IC72_HOME/lib. 1508 3. At the command prompt, type: slibclean 1509 4. At the command prompt, type: fuser -k lib*12d*.a 1510 Note: After running the fuser -k lib*12d*.a command, type the following at the command prompt: 1511 fuser lib*12d*.a 1512 5. At the command line, type the command: fuser -k lib*.so 1513 Note: After running the fuser -k lib*.so command, type the following at the command line: 1514 fuser lib*.so 1515 No process IDs should be displayed in the results after running this command. However, even if one 1516 process ID is displayed in the results, then you need to restart the AIX machine. 1517 6. After performing the above steps, proceed with the installation on the AIX platform. 1518
AIX installation 1519 Perform the following steps on the AIX machines running IC servers: 1520 Note: To have the permissions to run the AIX installer, you must log in with root privileges. 1521 1. Before you begin the Service Pack Installation, ensure that all IC components are stopped as explained in 1522 the sections, Stopping IC servers and Stop IC services. 1523 2. Go to the directory where you uncompressed the contents of the IC727AixServer.tar file. 1524
Avaya IC 7.2.7 Service Pack Release Notes 54
3. At the command prompt, type: export AVAYA_IC72_HOME=
If installation is successful, the system displays: If installation is unsuccessful, the system displays: Installation was successful. No errors or warnings ALERT! Installation failed. Please fix these errors were generated. Complete log messages are and re-run the installer. The following errors or available at: warnings were generated. Complete log messages .../IC72/ICServicePacks/7.2.7/Server/Log/install.log are available at: .../IC72/ICServicePacks/7.2.7/Server/Log/install.log LIST OF ERRORS AND WARNINGS
10. Click Finish. 1539 11. If the installation is unsuccessful, run the Uninstall program. Correct the errors and re-run the Installation 1540 program. 1541 12. If the tssrv file exists on the system, check to see if this file is a symbolic link to the Telephony Server 1542 executable. 1543 At the command prompt, type ls -l tssrv. 1544 13. If the tssrv is a symbolic link to the Telephony Server, the system displays: lrwxrwxrwx filenameA > 1545 filenameB (where filenameA is a variable for tssrv and filenameB is the absolute server name). 1546 14. If the tssrv file is a symbolic link to the TS, use the existing file without renaming it. 1547
Switch Use...
Avaya DEFINITY/CM cvlansrv
15. If the tssrv file is not a symbolic link to the Telephony Server, take a backup of the tssrv file, and delete 1548 the file from its current location. Make a copy of the file for your switch and rename the copy to tssrv. 1549 For example, For Avaya DEFINITY/CM, create a copy of cvlansrv and rename it as tssrv in the 1550 AVAYA_IC72_HOME/bin directory. 1551
Switch Copy... Rename to...
Avaya DEFINITY/CM cvlansrv tssrv
Avaya IC 7.2.7 Service Pack Release Notes 55
16. If a TSQS Server is configured, take a backup of the tsqssrv file, and delete the file from its current 1552 location. Make a copy of the file for your switch and rename the copy to tsqssrv. 1553 For example: For Avaya DEFINITY/CM, create a copy of tsqssrv_asai and rename it as tsqssrv in the 1554 AVAYA_IC72_HOME\bin directory. 1555
Switch Copy... Rename to...
Avaya DEFINITY/CM tsqssrv_asai tsqssrv
17. On the Web Management Services IC machine, delete the folder "localhost" from the following location: 1556 .../IC72/tomcat/work/Catalina/. 1557 This step is to be executed on only the Web Management Services IC system. 1558
Siebel Integration Component installation 1559 This section describes the installation procedures for the Siebel Integration Component of the Avaya IC 7.2.7 1560 release. The Siebel Integration component is installed on the Windows, Solaris, and AIX machines running 1561 Siebel Services and Avaya IC servers. The Siebel Integration component is to be installed only when your IC 1562 system is integrated with Siebel. 1563 The Siebel section includes the following topics: 1564 Windows installation procedures 1565 Solaris installation procedures 1566 AIX installation procedures 1567 Import the AICD.def file 1568
Windows installation procedures 1569 The Siebel Integration component must be installed on the machine running Siebel Services and the machine 1570 running IC servers. 1571
Siebel Integration component on Siebel server 1572 Perform the following steps on the Windows machines that are running Siebel Services. 1573 1. Go to the directory where you extracted the contents of the SiebelSide727win.zip file. 1574 2. Open the SiebelSide727win folder and double-click setupwin32.exe to start the installation program. 1575 3. On the Welcome screen, click Next to continue. 1576 4. On the next screen, enter the path location for the Siebel Servers installation, click Next. 1577 For example, C:\seaxx\siebsrvr. 1578 5. On the next screen, which displays the location of the Uninstall program, click Next. 1579 6. On the next screen which prompts, Please stop all Siebel Services before applying the patch, ensure that 1580 the Siebel Service is not running and click OK. 1581 7. On the next screen, this displays the installation summary, click Next to run the installation. 1582 The Installation Tool: 1583 o Creates a backup directory and moves the existing server files to that directory. 1584 o Copies the new server file to the proper directory. 1585 o Installs the Uninstall program. 1586
Avaya IC 7.2.7 Service Pack Release Notes 56
o Displays the results of the installation. 1587
If installation is successful, the system displays: If installation is successful, the system displays: Installation was successful. No errors or warnings ALERT! Installation failed. Please fix these were generated. Complete log messages are errors and re-run the installer. The following available at: errors or warnings were generated. Complete log messages are available at: C:\Seaxxx\siebsrv\ICServicePack\7.2.7\S iebelSide\Log\install.log C:\Seaxxx\siebsrv\ICServicePack\7.2.7\SiebelSi de\Log\install.log LIST OF ERRORS AND WARNINGS
8. Click Finish. 1588 9. If the installation is unsuccessful, run the Uninstall program. Correct the errors and re-run the Installation 1589 program. 1590
Siebel Integration component on IC servers 1591 Perform the following steps on the Windows machines that are running IC servers: 1592 1. Go to the directory where you extracted the contents of the ICSide727win.zip file. 1593 2. Open the ICSide727win folder and double-click on setupwin32.exe to start the installation program. 1594 3. On the Welcome screen, click Next to continue. 1595 4. On the next screen which displays the location of the Uninstall program, click Next. 1596 5. On the next screen which prompts, Please stop all IC Services before applying the patch, ensure that all 1597 IC Services are stopped and click OK. 1598 6. On the next screen which displays the installation summary, click Next to run the installation. 1599 The Installation Tool: 1600 o Creates a backup directory and moves the existing server files to that directory. 1601 o Copies the new server file to the proper directory. 1602 o Installs the Uninstall program. 1603 o Displays the results of the installation. 1604
If installation is successful, the system If installation is successful, the system displays: displays: ALERT! Installation failed. Please fix these errors and Installation was successful. No errors or re-run the installer. The following errors or warnings warnings were generated. Complete log were generated. Complete log messages are available messages are available at: at: ...\IC72\ICServicePacks\7.2.7\ICSideSiebel\ ...\IC72\ICServicePacks\7.2.7\ICSideSiebel\Log\install.lo Log\install.log g LIST OF ERRORS AND WARNINGS
7. Click Finish. 1605 8. If the installation is unsuccessful, run the Uninstall program. Correct the errors and re-run the Installation 1606 program. 1607
Avaya IC 7.2.7 Service Pack Release Notes 57
Solaris installation procedures 1608 The Siebel Integration component must be installed on the machine running Siebel Services and the machine 1609 running IC servers. To have the permissions to run the Solaris installer, you must login with root privileges. 1610
Siebel Integration component on Siebel server 1611 Perform the following steps on the Solaris machines that are running Siebel Services. 1612 1. At the command line, navigate to the directory where you uncompressed the contents of the 1613 SiebelSide727sol.tar file. If the file is compressed, untar the file using the tar -xvpf command. 1614 2. At the command line, type the following command: ./setupsolarisSparc.bin 1615 3. Press Enter. 1616 4. On the Welcome screen, click Next. 1617 5. On the next screen, enter the path location for the Siebel Servers installation, click Next. (Example, 1618 root/seaxx/siebsrvr) 1619 6. The next screen displays the location of the Uninstall program, click Next. 1620 7. On the next screen which prompts, Please stop all Siebel Services before applying the patch, confirm the 1621 Siebel Service is not running and click OK. 1622 8. On the next screen which displays the installation summary, click Next to run the installation. 1623 The Installation Tool: 1624 o Creates a backup directory and moves the existing server files to that directory. 1625 o Copies the new server file to the proper directory. 1626 o Installs the Uninstall program. 1627 o Displays the results of the installation. 1628
If installation is successful, the system displays: If installation is successful, the system displays: Installation was successful. No errors or warnings were generated. Complete log messages are available at: ALERT! Installation failed. Please fix these errors and re-run the installer. The following root/Seaxxx/siebsrv/ICServicePack/7.2.7/SiebelSide/Lo errors or warnings were generated. Complete g/install.log log messages are available at: root/Seaxxx/siebsrv/ICServicePack/7.2.7/Sieb elSide/Log/install.log LIST OF ERRORS AND WARNINGS
9. Click Finish. 1629 10. If the installation was unsuccessful, run the Uninstall program. Correct the errors and re-run the 1630 Installation program. 1631
Siebel Integration component on IC servers 1632 Perform the following steps on the Solaris machines that are running IC servers. 1633 1. At the command line, navigate to the directory where you uncompressed the contents of the 1634 ICSide727sol.tar file. 1635 2. At the command line, type the following command: ./setupsolarisSparc.bin. 1636 3. Press Enter. 1637
Avaya IC 7.2.7 Service Pack Release Notes 58
4. On the Welcome screen, click Next. 1638 5. On the next screen, enter the path location for the IC Servers installation and click Next. 1639 For example, root/IC72 1640 6. The next screen displays the location of the Uninstall program, click Next. 1641 7. On the next screen that prompts, Please stop all IC Services before applying the patch, ensure that the IC 1642 Services are not running and click OK. 1643 8. On the next screen which displays the installation summary, click Next to run the installation. 1644 The Installation Tool: 1645 . Creates a backup directory and moves the existing server files to that directory. 1646 . Copies the new server file to the proper directory. 1647 . Installs the Uninstall program. 1648 . Displays the results of the installation. 1649
If installation is successful, the system If installation is successful, the system displays: displays: ALERT! Installation failed. Please fix these errors and Installation was successful. No errors or re-run the installer. The following errors or warnings warnings were generated. Complete log were generated. Complete log messages are available messages are available at: at: .../IC72/ICServicePacks/7.2.7/ICSideSiebel/L .../IC72/ICServicePacks/7.2.7/ICSideSiebel/Log/install.lo og/install.log g LIST OF ERRORS AND WARNINGS
9. Click Finish. 1650 10. If the installation was unsuccessful, run the Uninstall program. Correct the errors and re-run the 1651 Installation program. 1652
AIX installation procedures 1653 The Siebel Integration component must be installed on the machine running Siebel Services and the machine 1654 running IC servers. 1655 Note: To have the permissions to run the AIX installer, you must login with root privileges. 1656
Siebel Integration component on Siebel server 1657 Perform the following steps on the AIX machines that are running Siebel Services. 1658 1. At the command line, navigate to the directory where you uncompressed the contents of the 1659 SiebelSide727aix.tar file. 1660 2. At the command prompt, type: ./setupaix.bin 1661 3. Press Enter. 1662 4. On the Welcome screen, click Next. 1663 5. On the next screen, enter the path location for the Siebel Servers installation, click Next. 1664 For example, root/seaxx/siebsrvr 1665 6. The next screen displays the location of the Uninstall program, click Next. 1666 7. On the next screen, which prompts, Please stop all Siebel Services before applying the patch, confirm the 1667 Siebel Service is not running and click OK. 1668
Avaya IC 7.2.7 Service Pack Release Notes 59
8. On the next screen which displays the installation summary, click Next to run the installation. 1669 The Installation Tool: 1670 . Creates a backup directory and moves the existing server files to that directory. 1671 . Copies the new server file to the proper directory. 1672 . Installs the Uninstall program. 1673 . Displays the results of the installation. 1674
If installation is successful, the system displays: If installation is successful, the system displays: Installation was successful. No errors or warnings ALERT! Installation failed. Please fix these errors were generated. Complete log messages are and re-run the installer. The following errors or available at: warnings were generated. Complete log messages are available at: root/Seaxxx/siebsrv/ICServicePack/7.2.7/SiebelSi root/Seaxxx/siebsrv/ICServicePack/7.2.7/SiebelSide de/Log/install.log /Log/install.log LIST OF ERRORS AND WARNINGS
9. Click Finish. 1675 10. If the installation is unsuccessful, run the Uninstall program. Correct the errors and re-run the Installation 1676 program. 1677
Siebel Integration component on IC servers 1678 Perform the following steps on the Solaris machines that are running IC servers. 1679 1. At the command line, navigate to the directory where you uncompressed the contents of the 1680 ICSide727aix.tar file. If the file is compressed, untar the file using the tar -xvpf command. 1681 2. At the command line, type: ./setupaix.bin. 1682 3. Press Enter. 1683 4. On the Welcome screen, click Next. 1684 5. On the next screen, enter the path location for the IC Services installation and click Next. 1685 For example, root/IC72. 1686 6. The next screen displays the location of the Uninstall program, click Next. 1687 7. On the next screen that prompts Please stop all IC Services before applying the patch, ensure that the IC 1688 Services are not running and click OK. 1689 8. On the next screen which displays the installation summary, click Next to run the installation. 1690 The Installation Tool: 1691 o Creates a backup directory and moves the existing server files to that directory. 1692 o Copies the new server file to the proper directory. 1693 o Installs the Uninstall program. 1694 o Displays the results of the installation. 1695
Avaya IC 7.2.7 Service Pack Release Notes 60
If installation is successful, the system displays: If installation is successful, the system displays: Installation was successful. No errors or warnings ALERT! Installation failed. Please fix these errors were generated. Complete log messages are and re-run the installer. The following errors or available at: warnings were generated. Complete log messages are available at: .../IC72/ICServicePacks/7.2.7/ICSideSiebel/Log/ins tall.log .../IC72/ICServicePacks/7.2.7/ICSideSiebel/Log/i nstall.log LIST OF ERRORS AND WARNINGS
9. Click Finish. 1696 10. If the installation was unsuccessful, run the Uninstall program. Correct the errors and re-run the 1697 Installation program. 1698
Import the AICD.def file 1699 To import the AICD.def file: 1700 1. Start the Siebel Servers/Services. 1701 2. Log in to Siebel Thin Client call center application from the web browser as Siebel Administrator. 1702 3. Navigate to the AICD profile for Siebel, click Site Map > Administration - Communications > All 1703 configurations. 1704 4. Select the existing configuration for AICD. 1705 5. Click Import Configuration, located on the right side of the window under the Configurations tab. 1706 A new browser window opens with following text message: 1707 Caution: Importing communications configuration parameters, commands, events, or drivers and 1708 profiles will overwrite all existing definitions of those types in the selected configuration. Click Next to 1709 proceed. 1710 6. Click Next. 1711 7. Select the Commands check box. 1712 8. Browse to the AICD.def file. 1713 9. Click OK. 1714
Avaya Agent Web Client Connector installation 1715 This section describes the installation procedures for the Avaya Agent Web Client Connector component of 1716 the Avaya IC 7.2.7 release. You need to install the Avaya Agent Web Client Connector on the machine that 1717 hosts Tomcat Server. 1718 Installation path procedures 1719 Windows installation procedures 1720 Solaris installation procedures 1721 AIX installation procedures 1722
Installation path procedures 1723 The IC 7.2.7 installer checks for the installation path through an environment variable or the registry. The 1724 Avaya Agent Web Client Connector installation path is not stored in an environment variable or in the registry. 1725
Avaya IC 7.2.7 Service Pack Release Notes 61
Before starting the Avaya Agent Web Client Connector setup, you must declare the environment variable for 1726 the installer to use. 1727
Windows 1728 To declare the Avaya Agent Web Client Connector installation environment variable on Windows: 1729 1. Right-click My Computer and select Properties. 1730 2. Click the Advanced tab. 1731 3. Click Environment Variables. 1732 4. In the System variables section, click New. 1733 5. At the New System Variable dialog box, enter the installation path name and value. 1734
Field Name Enter...
Variable Name AVAYA_IC72_HOME
Variable Value The actual installation path, for example,C:\AvayaWebClientConnector\IC72
6. Click OK to save the new variable. 1735 7. In the Environment Variables dialog box, click OK. 1736 8. On the Advanced tab, click OK. 1737 9. Run the Avaya Agent Web Client Connector installation procedures described in Windows installation 1738 procedures. 1739
Solaris and AIX 1740 To declare the Avaya Agent Web Client Connector installation environment variable on Solaris or AIX: 1741 1. On the console, type:export AVAYA_IC72_HOME=
Windows installation procedures 1748 Perform the following steps on the Windows machines that are running the Avaya Agent Web Client. 1749 1. Before you begin the Service Pack Installation, ensure that all IC components are stopped as explained in 1750 Stop Avaya Agent Web Client. 1751 2. Go to the directory where you extracted the contents of the IC727WinWebConnector.zip file. 1752 3. Open the IC727WinWebConnector folder and double-click setupwin32.exe to start the installation 1753 program. 1754 4. On the Welcome screen, click Next to continue. 1755 5. On the next screen, which displays the location of the Uninstall program, click Next. 1756 6. On the next screen, click Next to run the installation. 1757 The Installation Tool: 1758
Avaya IC 7.2.7 Service Pack Release Notes 62
o Creates a backup directory and moves the existing web client connector files to that 1759 directory. 1760 o Copies the web client connector files to the proper directories. 1761 o Copies the files from the Java folder to the proper directories. 1762 o Installs the Uninstall program. 1763 o Displays the results of the installation. 1764
If installation is successful, the system displays: If installation is successful, the system displays: Installation was successful. No errors or warnings ALERT! Installation failed. Please fix these errors were generated. Complete log messages are and re-run the installer. The following errors or available at: warnings were generated. Complete log messages are available at: ...\IC72\ICServicePacks\7.2.7\WebConnector\Log\in stall.log ...\IC72\ICServicePacks\7.2.7\WebConnector\Log \install.log LIST OF ERRORS AND WARNINGS
7. Click Finish. 1765 8. If the installation is unsuccessful, run the Uninstall program. Correct the errors and re-run the Installation 1766 program. 1767
Solaris installation procedures 1768 To have the permissions to run the Solaris installer, you must log in with root privileges. 1769 Perform the following steps on the Solaris machines that are running the Avaya Agent Web Client. 1770 1. Before you begin the Service Pack Installation, ensure that all IC components are stopped as explained in 1771 Stop Avaya Agent Web Client. 1772 2. Go to the directory where you uncompressed the contents of the IC727SolWebConnector.tar file. 1773 3. At the command prompt, type: ./setupsolarisSparc.bin. 1774 4. Press Enter. 1775 5. On the Welcome screen, click Next. 1776 6. On the next screen, which displays the location of the Uninstall program, click Next. 1777 7. On the next screen which displays the installation summary, click Next to run the installation. 1778 The Installation Tool: 1779 o Creates a backup directory and moves the existing web client connector files to that 1780 directory. 1781 o Copies the new web client connector files to the proper directories. 1782 o Copies the files from the Java folder to the proper directories. 1783 o Installs the Uninstall program. 1784 o Displays the results of the installation. 1785
If installation is successful, the system If installation is successful, the system displays: ALERT! displays: Installation was successful. No Installation failed. Please fix these errors and re-run the errors or warnings were generated. installer. The following errors or warnings were Complete log messages are available at: generated. Complete log messages are available at: .../IC72/ICServicePacks/7.2.7/WebConnect .../IC72/ICServicePacks/7.2.7/WebConnector/Log/install
Avaya IC 7.2.7 Service Pack Release Notes 63
or/Log/install.log .log LIST OF ERRORS AND WARNINGS
8. Click Finish. 1786 9. If the installation is unsuccessful, run the Uninstall program. Correct the errors and re-run the Installation 1787 program. 1788
AIX installation procedures 1789 Proceed from the Installing Avaya Agent Web Client Connector on AIX section. 1790
AIX installation prerequisites 1791 Perform the following steps before performing the installation on the AIX platform: 1792 1. Ensure that all IC components are stopped as explained in Stop Avaya Agent Web Client. 1793 2. Change directory to $AVAYA_IC72_HOME/lib. 1794 3. At the command line, type the command: slibclean. 1795 4. At the command line, type the command: fuser -k lib*12d*.a. 1796 Note: After running the fuser -k lib*12d*.a command, type the following at the command line: 1797 fuser lib*12d*.a. 1798 5. At the command line, type the command: fuser -k lib*.so. 1799 Note: After running the fuser -k lib*.so command, type the following at the command line: 1800 fuser lib*.so 1801 No process IDs should be displayed in the results after running this command. However, even if one 1802 process ID is displayed in the results, then you need to restart the AIX machine. 1803 6. After performing the previous steps, proceed with the installation on the AIX platform. 1804
AIX installation 1805 Perform the following steps on the AIX machines that are running the Avaya Agent Web Client: 1806 Note: To have the permissions to run the AIX installer, you must login with root privileges. 1807 1. Before you begin the Service Pack Installation, ensure that all IC components are stopped as explained in 1808 Stop Avaya Agent Web Client. 1809 2. At the command line, navigate to the directory where you uncompressed the contents of the 1810 IC727AixWebConnector.tar file. 1811 3. At the command line, type: ./setupaix.bin 1812 4. Press Enter. 1813 5. On the Welcome screen, click Next. 1814 6. On the next screen displays the location of the Uninstall program, click Next. 1815 7. On the next screen which displays the installation summary, click Next to run the installation. 1816 The Installation Tool: 1817 . Creates a backup directory and moves the existing web client connector files to that directory. 1818 . Copies the new web client connector files to the proper directories. 1819 . Copies the files from the jre folder to the proper directories. 1820
Avaya IC 7.2.7 Service Pack Release Notes 64
. Installs the Uninstall program. 1821 . Displays the results of the installation. 1822
If installation is successful, the system displays: If installation is successful, the system displays: Installation was successful. No errors or warnings ALERT! Installation failed. Please fix these errors were generated. Complete log messages are and re-run the installer. The following errors or available at: warnings were generated. Complete log messages are available at: .../IC72/ICServicePacks/7.2.7/WebConnector/Log/ install.log .../IC72/ICServicePacks/7.2.7/WebConnector/Log/in stall.log LIST OF ERRORS AND WARNINGS
8. Click Finish. 1823 9. If the installation is unsuccessful, run the Uninstall program. Correct the errors and re-run the Installation 1824 program. 1825
1826
Avaya IC 7.2.7 Service Pack Release Notes 65
Avaya Agent Web Client installation 1827 This section describes the installation procedures for the Avaya Agent Web Client component of the Avaya IC 1828 7.2.7 release. 1829 This component must be installed on the machine where the Avaya Agent Web Client package is installed, 1830 not the deployment machine. 1831 This section includes the following topics: 1832 Installation path procedures 1833 Windows installation procedures 1834
Installation path procedures 1835 The IC 7.2.7 installer checks for the installation path through an environment variable or the registry. The 1836 Avaya Agent Web Client installation path is not stored in an environment variable or in the registry. Before 1837 starting the Avaya Agent Web Client setup, you must declare the environment variable for the installer to use. 1838
Windows 1839 To declare the Avaya Agent Web Client installation environment variable on the Windows platform: 1840 1. Right-click My Computer and select Properties. 1841 2. Click the Advanced tab. 1842 3. Click Environment Variables. 1843 4. In the System variables section, click New. 1844 5. On the New System Variable dialog, enter the installation path name and value. 1845
Field Name Enter...
Variable Name AVAYA_WEBCLIENT72_HOME
Variable Value The actual installation path, for example, C:\AvayaWebClient\IC72
6. Click OK to save the new variable. 1846 7. In the Environment Variables dialog box, click OK. 1847 8. On the Advanced tab, click OK. 1848 9. Run the Avaya Agent Web Client installation procedures described in Windows installation procedures. 1849
Windows installation procedures 1850 Perform the following steps on the Windows machines that are running the Avaya Agent Web Client: 1851 1. Go to the directory where you extracted the contents of the IC727WinWebClient.zip file. 1852 2. Open the IC727WinWebClient folder and double-click setupwin32.exe to start the installation program. 1853 3. On the Welcome screen, click Next to continue. 1854 4. On the next screen which displays the location of the Uninstall program, click Next. 1855 5. On the next screen which displays the installation summary, click Next to run the installation. 1856 The Installation Tool: 1857 o Creates a backup directory and moves the existing web client files to that directory. 1858
Avaya IC 7.2.7 Service Pack Release Notes 66
o Copies the web client files to the proper directories. 1859 o Installs the Uninstall program. 1860 o Displays the results of the installation. 1861
If installation is successful, the system If installation is successful, the system displays: ALERT! displays: Installation was successful. No Installation failed. Please fix these errors and re-run the errors or warnings were generated. installer. The following errors or warnings were Complete log messages are available at: generated. Complete log messages are available at: ...\IC72\ICServicePacks\7.2.7\WebClient\Log ...\IC72\ICServicePacks\7.2.7\WebClient\Log\install.log \install.log LIST OF ERRORS AND WARNINGS
6. Click Finish. 1862 7. If the installation is unsuccessful, run the Uninstall program. Correct the errors and re-run the Installation 1863 program. 1864 8. Once the installation is successful, manually merge the customization files if any, and generate the war 1865 file and deploy on to the webconnector machines. 1866 Note: To generate webclient.war file and deploy on Windows/AIX/Solaris Webconnector machines, see 1867 "IC7.2 Installation and Configuration guide" in Avaya Support Site http://support.avaya.com 1868
Administration and Design installation 1869 This section describes the installation procedures for the IC 7.2.7 Administration and Design component. This 1870 component is supported only on the Windows platform. 1871
Windows installation procedures 1872 Perform the following steps on each machine where the administration tools are installed: 1873 1. Stop the IC Manager, Avaya Database Designer, and Workflow Designer applications if they are running. 1874 2. Go to the directory on the central server where you extracted the contents of the IC727WinAdmin.zip file. 1875 3. Copy the IC727WinAdmin folder to the machine where you want to install the Admin component. If you 1876 are accessing a network computer through a mapped drive, you do not need to copy the folder. 1877 Perform the following steps from your administration machine: 1878 1. Open the IC727WinAdmin folder on the machine from which you want to install. 1879 2. Double-click the setupwin32.exe to start the installation. 1880 3. At the Welcome screen, click Next. 1881 4. On the next screen which displays the location of the Uninstall program, click Next. 1882 5. In the pop-up window that prompts, Please log out from IC Manager, click Continue. 1883 6. On the next screen which displays the installation summary, click Next to run the installation. 1884 The Installation Tool: 1885 o Creates a backup directory and moves the existing admin files to that directory. 1886 o Copies the new admin files to the proper directories. 1887 o Registers the new .ocx and .dll files. 1888 o Installs the Uninstall program. 1889 o Displays the results of the installation. 1890
Avaya IC 7.2.7 Service Pack Release Notes 67
If installation is successful, the system If installation is successful, the system displays: displays: ALERT! Installation failed. Please fix these errors Installation was successful. No errors or and re-run the installer. The following errors or warnings were generated. Complete log warnings were generated. Complete log messages messages are available at: are available at: ...\IC72\ICServicePacks\7.2.7\DesignAdmin\L ...\IC72\ICServicePacks\7.2.7\DesignAdmin\Log\inst og\install.log all.log LIST OF ERRORS AND WARNINGS
4. Click Finish. 1891 5. If the installation is unsuccessful, run the Uninstall program. Correct the errors and re-run the Installation 1892 program. 1893
Importing the sc.xml file 1894 You must import the sc.xml file to fix configuration related issues in IC Manager. The sc.xml file is located in 1895 the folder where you unzipped the contents of IC727WinAdmin.zip file. 1896 To import the sc.xml file: 1897 1. Rename the existing file
Avaya Agent installation 1910 This section describes the installation procedures for the IC 7.2.7 Avaya Agent (rich client) component. The 1911 Avaya Agent installation is supported only on the Windows platform. 1912 Note: You can install the IC 7.2.7 Avaya Agent (rich client) component after all the other IC 7.2.6 Service 1913 Pack components are installed and configured. You do not require stopping the IC Servers before installing 1914 the IC 7.2.7 Avaya Agent (rich client) component. 1915
Installation procedures 1916 Perform the following steps on each agent workstation: 1917 1. Stop the Avaya Agent application if it is running. 1918 2. Go to the directory on the machine where you extracted the contents of the IC727WinAgentClient.zip file. 1919 3. Copy the IC727WinAgentClient folder to the machine where you want to install the Agent component. If 1920 you are accessing a network computer through a mapped drive, you do not need to copy the folder. 1921
Avaya IC 7.2.7 Service Pack Release Notes 68
Perform the following steps from your agent desktop machine. 1922 1. Open the IC727WinAgentClient folder and double-click on setupwin32.exe to start the installation 1923 program. 1924 2. On the Welcome window, click Next. 1925 The installation runs the Preinstall options which unregister the .ocx and .dll files that are patched in 1926 this installation. 1927 3. On the next screen that displays the location of the Uninstall program, click Next. 1928 4. In the pop-up window that prompts, Please logout Avaya Agent, click Continue. 1929 5. On the next screen which displays the installation summary, click Next to run the installation. 1930 The Installation Tool: 1931 o Creates a backup directory and moves the existing agent files to that directory. 1932 o Copies the new agent files to the proper directories. 1933 o Registers the new .ocx and .dll files. 1934 o Installs the Uninstall program. 1935 o Displays the results of the installation. 1936
If installation is successful, the system displays: If installation is successful, the system displays: Installation was successful. No errors or ALERT! Installation failed. Please fix these errors warnings were generated. Complete log and re-run the installer. The following errors or messages are available at: warnings were generated. Complete log messages are available at: ...\IC72\ICServicePacks\7.2.7\AvayaAgent\Log\i nstall.log ...\IC72\ICServicePacks\7.2.7\AvayaAgent\Log\insta ll.log LIST OF ERRORS AND WARNINGS
4. Click Finish. 1937 5. If the installation is unsuccessful, run the Uninstall program. Correct the errors and re-run the Installation 1938 program. 1939 6. If the installation is successful, reboot the agent machine. 1940
Avaya Agent installation in silent mode 1941 On the Windows platform, you can also run the IC 7.2.7 Avaya Agent installation in silent mode. The silent 1942 mode option is for Avaya Agent installations on multiple machines. 1943 To run the installer in silent mode, run record mode followed by silent mode. 1944 In record mode, the installer runs the installation normally but records all of your inputs in a text file. 1945 In silent mode, re-run the same installation in silent mode on another machine using the inputs from 1946 this text file. 1947 Record mode 1948 To run the installer in record mode: 1949 1. Click Start > Programs > Accessories > Command Prompt. 1950 2. Go to the package directory where the contents of the Service Pack installer are extracted. 1951 3. At the command prompt, type: setupwin32.exe -options-record 1952
Avaya IC 7.2.7 Service Pack Release Notes 69
Note: The
Start IC servers 1968 After you complete the Avaya IC 7.2.6 Server installation program, delete all the files under the tomcat cache 1969 path AVAYA_IC72_HOME\tomcat\\work\Catalina\localhost\rlmanager\org\apache\jsp. Now 1970 restart the IC servers by running both of these tools in the following order: 1971
Avaya IC Admin Utility 1972 To restart the ORB server using the Avaya IC Admin Utility on the server machine: 1973 1. At the command prompt, navigate to the following directory: 1974 . Windows: ...\IC72\bin 1975 . Solaris and AIX: .../IC72/bin 1976 2. Type the following command: 1977 . Windows: icadmin so 1978 . Solaris and AIX: ./icadmin so 1979 3. Press Enter. 1980
IC Manager 1981 In IC Manager, you must restart the IC servers individually and in the proper order. Before you begin, run the 1982 procedures described in Avaya IC Admin Utility. 1983 To restart IC servers in IC Manager: 1984 1. Click the Server tab and select the server to be restarted. 1985 2. Click the Start Server button. 1986 The following table lists the order in which to start the servers: 1987
Server Category Server Name
Core Engine servers Alarm server, Data server, Directory server, License server
Avaya IC 7.2.7 Service Pack Release Notes 70
Server Category Server Name
Reporting Services Event Collector server, Report server
DU (Data Unit) servers ADU server, DUStore server, EDU server
Web Management servers WebACD server, Web Admin Adapter (WAA) server, Attribute server, ComHub server, Paging server, Web Schedule Callback
Email Management servers IC Email server (requires the WebACD server), CAServer server, CAAdmin server
Telephony servers Telephony and TSQS servers (all switches), Telephony Server, Adapter (TSA) server, Predictive Dialing Kernel (Outbound Contact) server, Soft Dialer server, VOX server
Business Logic servers Workflow server, Blender server, Notification server
Web and Support servers HTTP Connector server, WebQ server, WebQ Router server
Siebel Native Integration ASIS Server
Start IC services 1988 On the Windows platform, after you complete the Avaya IC 7.2.7 Server installation program, start all the IC 1989 Services if they are not already started. 1990
Windows 1991 The following steps are for the Windows platform. 1992 To start the IC Services: 1993 1. Start the Windows Services application. 1994 2. Start any of the following services that are not already started (some may not exist on every server): 1995 o Avaya IC CIRS Service 7.2 1996 o Avaya IC Email Template Management Service 7.2 1997 o Avaya ICM Service 7.2 1998 o Avaya IC ORB Service 7.2 1999 o Avaya IC Test Service 7.2 2000 o Avaya IC Web Management Service 7.2 2001 o Avaya IC WebLM Service 7.2 2002 o Avaya Voice Media Manager 2003 o Avaya SDK Services 2004
Solaris and AIX 2005 The steps given below are for the Solaris and AIX platforms. 2006 To start the IC Services: 2007 1. Move to the .../IC72/bin directory. 2008 2. For ICM: 2009
Avaya IC 7.2.7 Service Pack Release Notes 71
o At the command prompt, type: ./icm.sh start. 2010 o Press Enter. 2011 3. For CIRS: 2012 o At the command prompt, type: ./cirs.sh start 2013 o Press Enter. 2014 4. To start multiple Tomcat instances: 2015 o At the command line, type: ./ictomcat.sh start all 2016 o Press Enter. 2017 5. To start single Web application: 2018 o At the command line, type: ./ictomcat.sh start
Start the VMM service (Solaris only) 2028 If you host your Avaya IC servers on Solaris and have the VMM service configured, you must restart the VMM 2029 setup service for Voice Chat. The VMM setup service configures the VMM to start automatically. 2030 You only must perform this step if you host your Avaya IC servers on Solaris. Do not perform this step if you 2031 host your servers on Windows machines. 2032 To run the VMM setup script and start the VMM on Solaris: 2033 1. Navigate to the following directory: IC_INSTALL_DIR/IC72/bin. 2034 2. At the command line, type: ./vmm_setup start. 2035 3. Press Enter. 2036
Start Avaya Agent Web Client 2037 After you run the IC 7.2.7 installation, you can start the Avaya Agent Web Client component by handling the 2038 javaw process. 2039 To start the javaw process: 2040 1. Click Start > Run to open the command prompt. 2041 2. Change the directory to: IC_INSTALL_DIR\IC72\bin. 2042 3. Execute the following command: 2043
Operating System Procedure
Avaya IC 7.2.7 Service Pack Release Notes 72
Operating System Procedure
Windows To start: aawcclient.bat start
Solaris and AIX To start: ./aawcclient.sh start
Avaya IC 7.2.7 Service Pack Release Notes 73
Service Pack Configurations 2044 The following section provides the configurations that apply to all the 7.2.x SPs. The configurations mentioned 2045 under a specific SP are applicable to all the subsequent SPs as well unless explicitly specified otherwise. 2046 Note: 2047 1. Configuring IC 7.2.7 on top of IC 7.2: 2048 i. Follow the steps mentioned in IC 7.2.1 Service Pack Configuration 2049 ii. Follow the steps mentioned in IC 7.2.2 Service Pack Configuration 2050 iii. Follow the steps mentioned in IC 7.2.3 Service Pack Configuration 2051 iv. Follow the steps mentioned in IC 7.2.4 Service Pack Configuration 2052 v. Follow the steps mentioned in IC 7.2.5 Service Pack Configuration 2053 vi. Follow the steps mentioned in IC 7.2.6 Service Pack Configuration 2054 vii. Follow the steps mentioned in IC 7.2.7 Service Pack Configuration 2055 2. Configuring IC 7.2.7 on top of IC 7.2.1: 2056 i. Skip IC 7.2.1 Service Pack Configuration if you already configured IC 7.2.1. 2057 ii. Follow the steps mentioned in IC 7.2.2 Service Pack Configuration 2058 iii. Follow the steps mentioned in IC 7.2.3 Service Pack Configuration 2059 iv. Follow the steps mentioned in IC 7.2.4 Service Pack Configuration 2060 v. Follow the steps mentioned in IC 7.2.5 Service Pack Configuration 2061 vi. Follow the steps mentioned in IC 7.2.6 Service Pack Configuration 2062 vii. Follow the steps mentioned in IC 7.2.7 Service Pack Configuration 2063 3. Configuring IC 7.2.7 on top of IC 7.2.2: 2064 i. Skip IC 7.2.1 and IC 7.2.2 Service Pack Configurations if they are already configured. 2065 ii. Follow the steps mentioned in IC 7.2.3 Service Pack Configuration 2066 iii. Follow the steps mentioned in IC 7.2.4 Service Pack Configuration 2067 iv. Follow the steps mentioned in IC 7.2.5 Service Pack Configuration 2068 v. Follow the steps mentioned in IC 7.2.6 Service Pack Configuration 2069 vi. Follow the steps mentioned in IC 7.2.7 Service Pack Configuration 2070 4. Configuring IC 7.2.7 on top of IC 7.2.3: 2071 i. Skip IC 7.2.1, IC 7.2.2 and IC 7.3.3 Service Pack Configurations if you already configured 2072 those. 2073 ii. Follow the steps mentioned in IC 7.2.4 Service Pack Configuration 2074 iii. Follow the steps mentioned in IC 7.2.5 Service Pack Configuration 2075 iv. Follow the steps mentioned in IC 7.2.6 Service Pack Configuration 2076 v. Follow the steps mentioned in IC 7.2.7 Service Pack Configuration 2077 5. Configuring IC 7.2.7 on top of IC 7.2.4: 2078 i. Skip IC 7.2.1, IC 7.2.2, IC 7.3.3 and IC 7.2.4 Service Pack Configurations if you already 2079 configured those. 2080
Avaya IC 7.2.7 Service Pack Release Notes 74
ii. Follow the steps mentioned in IC 7.2.5 Service Pack Configuration 2081 iii. Follow the steps mentioned in IC 7.2.6 Service Pack Configuration 2082 iv. Follow the steps mentioned in IC 7.2.7 Service Pack Configuration 2083 6. Configuring IC 7.2.7 on top of IC 7.2.5: 2084 i. Skip IC 7.2.1, IC 7.2.2, IC 7.3.3, IC 7.2.4, and IC 7.2.6 Service Pack Configurations if you 2085 already configured those. 2086 ii. Follow the steps mentioned in IC 7.2.6 Service Pack Configuration 2087 iii. Follow the steps mentioned in IC 7.2.7 Service Pack Configuration 2088 7. Configuring IC 7.2.7 on top of IC 7.2.6: 2089 i. Skip IC 7.2.1, IC 7.2.2, IC 7.3.3, IC 7.2.4, IC 7.2.5 and IC 7.2.6 Service Pack Configurations if 2090 you already configured those. 2091 ii. Follow the steps mentioned in IC 7.2.7 Service Pack Configuration 2092 2093 Note: Configuration instructions for Windows server and Citrix virtualization for Rich Client under IC 7.2.1 2094 and 7.2.2 configuration sections are for existing deployments on Windows 2003 Server. For Windows 2095 2008 R2 server deployment, see the relevant topic in this document. 2096
IC 7.2.1 Service Pack Configuration 2097 The following section provides the configurations according to the components. Note that the sub-sections 2098 mention configurations for specific features. 2099 Deploying Avaya Rich Client on Citrix presentation Server v4.5 2100 ICManager 2101 Database Designer 2102 Avaya Agent Rich Client 2103 IC – Siebel 7.8 Integration Configuration 2104 Siebel configuration for Hard phone-browser synchronization 2105 ASIS Server env.properties file parameters 2106 Installing SNMP-MIB file 2107 Website and ICM 2108 Workflow 2109 Design and Admin Configuration 2110 IC Core Server Configuration 2111 SDK Server Configuration 2112 Configuring Web Services 2113
Deploying Avaya Rich Client on Citrix presentation 2114 Server version 4.5 2115 This section provides detailed information on how to deploy Avaya Rich client on Citrix presentation server 2116 version 4.5. 2117
Avaya IC 7.2.7 Service Pack Release Notes 75
Install Avaya Rich client on Citrix server 2118 To install Avaya Rich client, see IC 7.2 install.pdf. 2119
Deploying Avaya Rich client on Citrix server 2120 1. Launch Citrix Access Management Console. 2121 2. Right-click Presentation Server under the Citrix Resources node, and select Create a new Citrix 2122 Farm. 2123
2124 3. Right-click NewFarmCitrix > Applications and select New > Publish application. 2125 4. Click Next on the welcome screen. 2126 5. Enter the application display name and description and click Next. 2127 6. On the Publish Application screen, select the Installed application option and click Next. 2128
2129 7. Browse and select “qui.exe” path in command line. 2130 Note: Working directory path is automatically reflected. 2131
Avaya IC 7.2.7 Service Pack Release Notes 76
2132 8. Modify command line path “C:\Program Files\Avaya\bin\qui.exe” to below text 2133 "C:\Program Files\Avaya\bin\qui.exe" -d C:\Program Files\Avaya\apps\interaction_center -n 2134 interaction_center, if AVAYA_IC72_HOME resides on C drive. Else, select the appropriate drive and path. 2135
2136 9. Click Add at the bottom of the screen. 2137 10. Select the Citrix server name and click OK. 2138 11. Click Next. 2139
Avaya IC 7.2.7 Service Pack Release Notes 77
2140 12. Select Allow only configured users. 2141 You can select the Allow anonymous users option. 2142 13. Click Add. 2143
2144 14. Add users, click OK. 2145 15. On adding users successfully, click Next. 2146 16. Click Next. 2147
Avaya IC 7.2.7 Service Pack Release Notes 78
2148 17. Select Configure advanced application settings now and click Next. 2149
2150 18. Access control should be any connection. You can also set appropriate filter also. Click Next. 2151 19. Leave the redirection option, and click Next. 2152
Avaya IC 7.2.7 Service Pack Release Notes 79
2153 20. Select the maximum number of instances that are allowed to run in server farm. 2154 21. If you want only one instance of application for each user then select Allow only one instance of 2155 application for each user and Click Next. 2156 22. Click Next on the Client options screen. 2157
2158 23. Select appropriate Session window size and colors. Click Finish. 2159 24. Verify that rich client application is added under the Citrix applications. The published application setting 2160 can be changed from Citrix access management console. 2161
Modifying the Avaya Agent INI file: 2162 1. Update the Citrix server's qui.ini file with the following two lines: 2163 [QConsole] 2164 ResizeDesktop=FALSE 2165 2. Save the qui.ini file. 2166
Avaya IC 7.2.7 Service Pack Release Notes 80
Using same system user for logging multiple Citrix ICA clients 2167 To use same system user for logging more than two session of Avaya rich client, set “Restrict each user to 2168 one session” to No under terminal services configuration. 2169
. 2170 Note: Independent Computing Architecture (ICA) is a proprietary protocol for an application server system, 2171 designed by Citrix Systems 2172
Creating ICA (Citrix Client) connection with Citrix server 2173 1. Install Citrix Program Neighborhood on Windows XP / 2003 machine. 2174 2. Open Citrix Program Neighborhood from Citrix client machine. 2175 3. Add new ICA connection. 2176 4. Select Local Area Network and click Next. 2177 5. Enter a description for the new ICA connection. 2178 6. Select Network Protocol. 2179 7. Select the Published Application you want to connect. 2180 Note: Selecting server option directs RDC to Citrix server. 2181 8. Click Server Location and add Citrix server name. 2182
Avaya IC 7.2.7 Service Pack Release Notes 81
2183 9. Click OK 2184 10. Select Published Application, and click Next. 2185
2186 11. Select Published View, and click Next. Select the appropriate option. 2187 12. Select the encryption level, and click Next. 2188 13. Enter the login credential of the Citrix server 2189 Note: User should have access permission of published application from Citrix presentation server. 2190 14. Select the display options and click Next. 2191 15. Click Finish. 2192 16. Ensure that connection is added under Citrix Program Neighborhood. 2193 17. Double-click the added connection. It will start session on the server when you access the published 2194 application. 2195
Avaya IC 7.2.7 Service Pack Release Notes 82
ICManager 2196 This section describes configuration requirements for IC7.2.1 ICManager: 2197 Configuring ICManager to enable Email Display name 2198 Enabling Chat Typing Status for Avaya WebClient and Avaya SDK Clients 2199
Configuring ICManager to enable Email Display name 2200 On ICManager > Services > Email Accounts tab, open an existing email account. Note the addition of a 2201 new field Display Name as shown in the following sample snapshot of the Email Accounts tab. 2202
2203 Note: Display Name by default will be empty. IC administrator needs to add a ‘Display Name’ to use this 2204 feature. 2205 On Adding a Display Name value, for example “Support Test”, this name will appear in the Email Accounts 2206 Tab as follows: 2207
2208
Avaya IC 7.2.7 Service Pack Release Notes 83
As shown in the previous example, the customers see the “From” address in their email clients as “Support 2209 Test” for replies to emails sent to [email protected]. The mails received as reply to emails sent to 2210 [email protected] contain “From” address as [email protected]. 2211 ICManager saves the Display name in database in UTF-8 charset with 64-bit encoding. Hence, all the 2212 languages supported by AIC 7.2.1 supports this feature. 2213
Enabling Chat Typing Status for Avaya WebClient and Avaya 2214 SDK Clients 2215 To Enable Chat Typing Status for Avaya Agent WebClient and SDK Clients, modify following properties in IC 2216 Manager in section Agent/Desktop/Chat/Application. 2217 ShowTypingStatus = true 2218 TypingStatusThreshold=12 2219
Database Designer 2220 This section describes configuration requirements for IC7.2.1 Database Designer. 2221 Display Name 2222 ChatList 2223
Adding Display Name field to database table 2224 IMPORTANT: It is mandatory to perform changes to both ccq.adl and repository.adl according to the 2225 instructions given in this section. Using the ‘Display Name’ feature is optional. However, the configurations 2226 are mandatory, as the changes are made to the IC core schema tables. 2227 On the Design and Admin machine, modify the ccq.adl and repository.adl using the Database Designer 2228 application and reconfigure the database. 2229 Perform the following steps: 2230 1. On the Design machine, launch the Database Designer. 2231 2. Select Open from the File menu. 2232 3. Select the "...\
Windows 1024
Solaris 342
AIX 192
Field Required: No 2241
Avaya IC 7.2.7 Service Pack Release Notes 84
9. Click Next. 2242 10. Leave the default value blank. Click Finish. 2243 11. Click File > Save. 2244 12. Reconfigure the Database and Generate Windows Application using the normal reconfiguration 2245 procedure. Refer to Admin guide --admin1.pdf--for detailed steps) 2246 13. After reconfiguration is completed, click Close on the File Menu to close the adl file. 2247 14. Repeat the steps 1 through 12 for 2248 "...\
ChatList – Changes to Scripts files and localized CDL files 2254 You need to perform the following steps on the Design and Admin machine to enable the ChatList feature. 2255 The following section is added in the localized .cdl files which enable you customize Chat-List width, size, 2256 location and so on: 2257
Note: The previous section will be localized for each of the .cdl files. 2258 2259 Perform the following steps on the Design and Admin machine using localized .cdl files. 2260 1. Exit the Avaya Agent if it is running. 2261 2. Back up the following files: 2262 ...\IC72\design\QConsole\QConsole_InitializeComponents.qsc 2263 ...\IC72\design\QConsole\avaya_agent_en.cdl 2264 3. Replace the files you backed up with the files of the same name from IC7.2.1 SP. 2265 4. Copy ChatList_Initialize.qsc to ...\IC72\design\QConsole folder. 2266 5. Start the Avaya Database Designer. 2267 6. Load the CCQ.ADL file in the ...\IC72\design\CallCenterQ directory. 2268 7. Incorporate any previous in-house customizations done in these replaced script files. 2269 8. Generate Windows Application. 2270
Avaya Agent Rich Client 2271 This section describes configuration requirements for IC7.2.1 Avaya Agent Rich Client for following features: 2272 HTML Editor Replacement for Rich Client 2273 Enabling Options to set column width, size and location of chat task list 2274 Chat Typing Status 2275
Avaya IC 7.2.7 Service Pack Release Notes 85
HTML Editor Replacement for Rich Client 2276 When you install IC721 Rich Client, a new folder “..\IC72\WebAgent\editlive” is created. This folder contains 2277 the following xml configuration files: 2278 NewOutboundEmail.xml 2279 PreviewEmailConfig.xml 2280 ReplyForwardEmailConfig.xml 2281 ResourcesConfig.xml 2282 The files previously listed contain the configuration parameters to configure the text plain/Html properties for 2283 specific functions as the name of the xml suggests. 2284 Application.properties file: This file contains a property to Enable/Disable the editor logging using the property 2285 email.editor.log.level. By default, this property is disabled. The default value is email.editor.log.level=false 2286 This property can be used to debug the editor. 2287 Important: If the shared path “HomeDir” for WebAgent is configured in ICManager, using the property 2288 “Agent/Desktop/WAC“, then copy the folders lexicons, images, and editlive in this path. 2289 The following properties of Application.properties file are deprecated: 2290 email.edit.defaultNewFont 2291 email.edit.defaultNewFontSize 2292 email.edit.defaultReplyFont 2293 email.edit.defaultReplyFontSize 2294 email.HtmlNewMessage.r 2295 email.HtmlNewMessage.g 2296 email.HtmlNewMessage.b 2297 email.HtmlReplyMessage.r 2298 email.HtmlReplyMessage.g 2299 email.HtmlReplyMessage.b 2300 You can configure the default style-sheet for email reply/replyall, forward, new outbound and so on by 2301 configuring the following sample HTML p-tag in the appropriate xml configuration file: 2302
You can configure the default fonts for Email Reply/Forward, New Outbound Email and Email Resources. 2303 The configuration xml file contains options to add/remove a toolbar button and shortcut menus. You can insert 2304 text using
or
. To configure
or
, “brOnEnter” parameter is used. The default value of 2305 brOnEnter parameter is false and the default behavior is to use
tag on pressing Enter. To use
tag, 2306 set brOnEnter parameter to true. 2307 Font family (size, font‐ face) can be updated under toolbar format section. Few attributes are disabled under 2308 section
Avaya IC 7.2.7 Service Pack Release Notes 87 disableInlineTableResizing=”false” enableTrackChanges=”false” showDocumentNavigator=”false” showGridlines=”false” showSectionGridlines=”false” showTableGridlines=”false” tabPlacement=”off” > Avaya IC 7.2.7 Service Pack Release Notes 88 Here, givenName is the attribute name of Active Directory/LDAP user and Given Name is the display 2885 name. 2886 Important: There should be at least one Active Directory/LDAP user attribute which has a unique value 2887 associated with it across the Active Directory/LDAP server users. This attribute should always be mapped 2888 to IC’s login name attribute. The other required attribute is DN which needs to be mapped to userDN field 2889 of IC. The attribute name for DN could vary depending upon the LDAP server type for example, for Active 2890 directory, the attribute’s name is distinguishedName and for OpenLDAP it is entrydn. 2891 2. IC fields 2892 In this section, IC attributes can be specified as XML tags. The tag name represents actual IC attribute 2893 name from IC repository database’s employee table and the value represents the display name for that 2894 attribute. For example: 2895 Here loginname is the actual IC attribute name and Login Name is the display name. 2896 Note: It is recommended to review the agentAttributes.xml file, installed with this Service Pack, to verify 2897 that the Active Directory/LDAP schema has the all the attributes present as defined in LDAPFields 2898 Avaya IC 7.2.7 Service Pack Release Notes 111 section, before mapping fields. This file can be modified to add more mapping fields in IC/LDAP section. 2899 However, this should be done carefully so that LDAP user attributes should match with the required IC 2900 user attribute. 2901 Active Directory/LDAP configuration verification: 2902 Active Directory/LDAP configuration details provided through New LDAP Configuration dialog box can 2903 validate the configuration data provided: 2904 1. Fill up the details in LDAP Configuration Properties tab of the New LDAP Configuration dialog box. 2905 2. Go to the Verification tab of the New LDAP Configuration dialog box. 2906 3. Provide the LDAP DN and Password information. 2907 4. Select Test. The test result will be displayed in the Message box. 2908 2909 Importing users from Active Directory/LDAP server 2910 IC Manager has the capability to import Active Directory/LDAP users to the IC system according to the rules 2911 set through IC-LDAP Field Mapping. The following steps allow importing Active Directory/LDAP user 2912 information in to the IC system: 2913 1. Select Services > LDAP > LDAP Import through IC Manager. 2914 2. Input Active Directory/LDAP login credentials in to the Login Screen. Select Login. 2915 3. Select all the users to be imported from Import Screen. Select Import. 2916 4. Verify if all the selected users are imported successfully in Import Summary Screen. Select Finish. 2917 Login screen 2918 The Login screen has following input fields: 2919 LDAP DN: Active Directory/LDAP user name (DN), who has permission to search users in Active 2920 Directory/LDAP server. 2921 Password: Password of the above user. 2922 The Login screen has following buttons: 2923 Login: Selecting this button will take you to the Import Screen on successful login. 2924 Cancel: Selecting this button exits the Import LDAP users dialog box. 2925 Import screen 2926 Avaya IC 7.2.7 Service Pack Release Notes 112 The Import screen lists users to be selected to import in to IC system. The list of users will be populated 2927 based on the Filter/Search criteria. 2928 This screen has the following components: 2929 Filter/Search Criteria: Active Directory/LDAP query string for additional filtering on the list of users to be 2930 fetched from Active Directory/LDAP. This search criterion must follow the Active Directory/LDAP query 2931 creation rules. 2932 For example: 2933 Query string for the list of users belonging to division ‘rnd’: (division=rnd) 2934 Query string for the list of users who do not belong to ‘rnd’ and have Email ID: 2935 (&(!(division=rnd))(mail=*)) 2936 Query string for the list of users whose name begins with agent: (name=agent*) 2937 2938 Search Button: Selecting this button will search Active Directory/LDAP users on Active Directory/LDAP 2939 server based on the filter criteria set. It will use Active Directory/LDAP server details set through Configuring 2940 Active Directory/LDAP server properties. 2941 Select all checkbox: Selecting this button selects all the users listed. 2942 List of Users with selection checkbox: The checkboxes will provide the option to select users that must be 2943 imported in to IC system. The following user attributes will be shown: 2944 Serial No 2945 sAMAccountName 2946 Given Name 2947 Last Name 2948 Distinguished Name(AD) / Entry DN(OpenLDAP) 2949 Note: These fields are populated with the help of entries present in LDAPFields section of 2950 Import Summary screen 2957 The Import Summary Screen displays the progress of import operation and the import status for each user. 2958 This screen has following components: 2959 Progress Bar: Displays import operation progress. 2960 Summary Text Area: Displays import status for each user. 2961 The Import Summary Screen has following buttons: 2962 Finish: To exit from Import Wizard after completion of import operation. This button is 2963 enabled only after the completion of import activity. 2964 Avaya IC 7.2.7 Service Pack Release Notes 113 2965 Synchronizing users with Active Directory/LDAP server 2966 If the attributes of any Active Directory/LDAP user, who was already imported to the IC system, is changed on 2967 any Active Directory/LDAP server, the attributes need to be synchronized in IC system too. The following 2968 steps synchronize Active Directory/LDAP user attributes with the IC system: 2969 1. Select Services LDAP LDAP Synchronization through IC Manager. 2970 2. Input Active Directory/LDAP login credentials in to the Login Screen and select Login. 2971 3. Select Start Synchronization on Sync Summary Screen to start the synchronization. 2972 4. Verify if all the users imported are synchronized successfully in Sync Summary Screen and select Finish. 2973 Login screen 2974 The Login screen has following input fields: 2975 LDAP DN: Active Directory/LDAP user name (DN), who has permission to search users in Active 2976 Directory/LDAP server. 2977 Password: Password of the above user. 2978 The Login screen has following buttons: 2979 Login: Selecting this button will take to the Sync Summary Screen on successful login. 2980 Cancel: To exit the Synchronize LDAP users dialog box. 2981 Sync Summary screen 2982 The Sync Summary Screen displays the progress of synchronization operation and the sync status for each 2983 user. 2984 This screen has the following components: 2985 Avaya IC 7.2.7 Service Pack Release Notes 114 Start Synchronization Button: To start synchronization operation of Active Directory/LDAP enabled 2986 IC users. This button is disabled once synchronization is started. 2987 Progress Bar: Displays synchronization operation progress. 2988 Summary Text Area: Displays synchronization status for each user. 2989 The Sync Summary Screen has following buttons: 2990 Cancel: To exit from Sync Wizard without completing the user synchronization operation. This button 2991 is disabled once synchronization is started. 2992 Finish: To exit from Sync Wizard after completion of synchronization operation. This button is 2993 enabled only after the completion of synchronization activity. 2994 2995 Directory Server SSL configuration 2996 The IC client authentication mechanism is changing with the installation of this Service Pack. In future, IC 2997 clients use a secure channel to log in into the VESP framework. The Directory Server will now listen for SSL 2998 login requests on a different port apart from the VESP port. This port will service only login requests. All other 2999 requests will be routed to the normal VESP port. 3000 New configuration properties are added in to Directory Server to make it SSL enabled. These properties need 3001 to be configured through IC Manager if the default values are not being used. The following new properties 3002 are added in to Directory Server’s Directory tab for IC-LDAP integration: 3003 General properties 3004 Certificate File: Directory Server SSL Certificate (PEM format) file name. Default value is 3005 domain_cert_AvayaIC_Server.pem. 3006 Avaya IC 7.2.7 Service Pack Release Notes 115 Key File: Directory Server SSL Certificate Private Key file name. Default value is 3007 domain_key_AvayaIC_Server.pem. 3008 SSL Socket Port: Port to be used for SSL communication for accepting Login request. Default value 3009 is 14433. 3010 Advanced properties 3011 Update LDAP Config on Generic Update: To update IC-LDAP integration related Directory Server 3012 properties at run time through Generic Update. 3013 DHParam File: Currently, this parameter is not used. A warning log message will be logged in to Directory 3014 Server log about the missing dh1024.pem file. This option is reserved for future implementation and should 3015 not be altered. 3016 3017 The Directory Server SSL Certificate Private Key file can be passphrase protected. This passphrase 3018 information should be configured through Configuration tab in IC Manager. Perform the following steps to 3019 configure the passphrase information: 3020 1. Go to the Configuration tab in IC Manager and expand Private Key PassPhrase tree node in the left 3021 panel. 3022 2. Select New and choose the Directory Server alias from Directory Server drop-down list. 3023 3. Select Password Phrase and enter the password in setPassword dialog box. 3024 4. Save this information by selecting Ok button. 3025 Note: The default Directory Server SSL Certificate Private Key installed with this Service Pack is not 3026 passphrase protected and this configuration is not required for that key. 3027 The Directory Server SSL Certificate Private Key file passphrase information, if configured, is stored in an 3028 encrypted format in ds.ffd file only. 3029 Avaya IC 7.2.7 Service Pack Release Notes 116 3030 Reconfiguring database & generating Windows application 3031 There are changes to the Database Schema for IC-LDAP integration that are available through ADL files in 3032 the Configuring password management options 3039 IC system would not manage the passwords for Active Directory/LDAP users in IC-LDAP integration. For 3040 authentication of Active Directory/LDAP user, the user-password and a unique identifier, usually the 3041 Distinguished Name of the user, will be sent by the IC system to the Active Directory/LDAP server. The 3042 authentication result received from Active Directory/LDAP server is passed back to the respective clients. 3043 To avoid confusion among Active Directory/LDAP users, the password management related configurations of 3044 the IC system should be turned off as follows: 3045 1. Agent/Security > PasswordChange option, which allows agent to change their password, should be set 3046 to No through IC Manager for Active Directory/LDAP users. This option can be set at IC (Root Node), 3047 Tenants, Workgroup or Individual Agents level according to the configuration and requirement of the 3048 contact center. 3049 Avaya IC 7.2.7 Service Pack Release Notes 117 3050 Note: If the Agent/Security PasswordChange option is set to Yes for Active Directory/LDAP users, 3051 the respective agents will get an option to change the password through IC Client, but using this option 3052 will not have any effect on Active Directory/LDAP password maintained at Active Directory/LDAP server. 3053 This may create confusion among agents when they try to use the new password changed through IC 3054 client. 3055 2. Values of the following password management options will not be used for Active Directory/LDAP users: 3056 Agent/Security ForcePasswordChange 3057 Agent/Security MaxPasswordLength 3058 Agent/Security MinPasswordAlphabets 3059 Agent/Security MinPasswordLength 3060 Agent/Security MinPasswordNumerics 3061 Avaya IC 7.2.7 Service Pack Release Notes 118 Agent/Security NumOfDays 3062 Agent/Security NumOfPasswordChanges 3063 Agent/Security PasswordChangeDuration 3064 Agent/Security PasswordReuseCycles 3065 Note: The following fields will be disabled for all agents imported from Active Director/LDAP server: 3066 Password 3067 Confirm 3068 Force password change on login 3069 3070 3. Agent/Security > MaxLoginAttemptsAllowed option value will be used for Active Directory/LDAP users 3071 in the same manner as for regular users to control the login attempts in to IC system. It will not affect the 3072 similar rule set at Active Directory/LDAP server. 3073 Example: 3074 . MaxLoginAttemptsAllowed is set to 3 in IC system and 5 in Active Directory/LDAP server. After 3 3075 unsuccessful attempts of login through IC system, IC will disable the login for that agent and will not 3076 consult Active Directory/LDAP server for login authentication for subsequent attempts even though 3077 there are 2 more attempts available for that agent on Active Directory/LDAP server. 3078 . MaxLoginAttemptsAllowed is set to 5 in IC system and 3 in Active Directory/LDAP server. After 3 3079 unsuccessful attempts of login through IC system, Active Directory/LDAP server will disable the login 3080 for that agent but IC system will consult Active Directory/LDAP server for login authentication for next 2 3081 subsequent attempts as agent’s login will be disabled only after 5 unsuccessful attempts in IC system. 3082 Note: LDAP Users created with empty password will not be allowed to login into AIC. 3083 IC Client component 3084 Run the Service Pack client installer on each of the client machines. Machines running SDK client or 3085 accessing AAWC using IE do not require this Service Pack to be installed. 3086 Note: The Directory Server’s SSL Certificate’s signing authority’s (CA’s) certificate should be installed in PEM 3087 format on each Client machine’s Avaya IC 7.2.7 Service Pack Release Notes 119 IC Website component 3090 If the website resides on the same machine where WACD has been configured to execute, then the 3091 Service Pack is already installed, and no additional steps are necessary. 3092 If the website is on a machine different from which hosts the WACD server, then the Service Pack 3093 needs to be installed on the website machines as well. Restart the website after installing the Service 3094 Pack. 3095 Siebel Integration component [IC Side] 3096 Install the Service Pack on IC server machine. 3097 Siebel Integration component [Siebel Side] 3098 Install the Service Pack on Siebel server machine. 3099 Note: If IC-Siebel Native integration is configured using the 'AgentPassword' parameter where AICD will use 3100 a common Avaya IC password for all agents, do not configure LDAP for IC. In this case, if LDAP is required 3101 for agents, it needs to be configured for the Siebel Agents on the Siebel side. 3102 Replacing default certificate for Directory Server and 3103 Client 3104 In order to enable SSL between IC Clients and Directory Server for Login request, certificates are exchanged 3105 between Directory Server and the client requesting login. The client then verifies the certificate to ensure that 3106 it is communicating with a valid Directory Server, and an encrypted channel is created between them. The 3107 login information is then exchanged between the client and Directory Server, and Directory Server 3108 authenticates the client against the credentials passed. The Service Pack bundles Out-of-Box self signed 3109 certificates for this purpose of creating the encrypted channel between the client and Directory Server. 3110 However, customers are free to create and use their own certificates for the same. The certificates for this 3111 kind of usage fall broadly under the following two categories: 3112 Certificates signed by Certificate Authority (CA) 3113 These certificates are either signed by a well known CA e.g. VeriSign etc. or signed by a self-created CA. The 3114 signing authority verifies the existence of the business and the ownership of the Fully Qualified Domain Name 3115 (FQDN) to provide additional security. When using this option, the customers need to ensure that the FQDN 3116 on the certificate needs to match the FQDN of the Directory Server on which it is installed. As IC operates on 3117 IP addresses rather than host names, a proper reverse IP lookup mechanism needs to be setup so that the IP 3118 is resolved to the correct hostname. This can be achieved through either of the well-known mechanisms like 3119 DNS, NIS, local hosts file, and so on. The signed certificate should be installed on the machine running the 3120 Directory Server, in Avaya IC 7.2.7 Service Pack Release Notes 120 IC clients support the use of wildcard characters in FQDN name in CA signed server certificate's 3132 commonName field or certificate’s dNSName field of the subjectAltName. The accepted wildcard characters 3133 are described at http://support.microsoft.com/kb/258858. 3134 Accepted wildcard examples 3135 www.example.com matches www.example.com 3136 *.example.com matches www.example.com 3137 w*.example.com matches www.example.com 3138 ww*.example.com matches www.example.com 3139 Www.Example.com matches www.examPle.cOm 3140 Non-accepted wildcard examples 3141 *www.example.com 3142 *w.example.com 3143 w*w.example.com 3144 *ww.example.com does not match www.example.com 3145 www.e*ample.com does not match www.example.com 3146 www.*ample.com does not match www.example.com 3147 www.ex*.com does not match www.example.com 3148 www.*.com does not match www.example.com 3149 example.com does not match *.com does not match www.example.com 3150 www.example.abc.com does not match *.abc.com 3151 example.com does not match *.* 3152 example does not match * 3153 abc.def.example.com does not match a*.d*.example.com 3154 www.example.com.au does not match *.*.com.au 3155 www.example.com.au does not match www.*.com.au 3156 Note: 3157 . The Directory Server fully FQDN must be present in the respective certificate's commonName field or 3158 certificate’s dNSName field of the subjectAltName or both for the successful SSL handshake in case of 3159 CA signed certificate. 3160 . IC Client supports multiple commonName fields in the server certificate as well as multiple FQDN 3161 configured in the certificate's dNSName field of the subjectAltName. This means, multiple FQDN can 3162 be used in one certificate either by using multiple commonName fields in certificate or by having 3163 multiple dNSName field entry in the certificate’s subjectAltName field. 3164 Some important points to note are as follows: 3165 1. If Directory Server uses CA signed certificate on different Directory Server machines, primary and 3166 secondary, then you must use only a single certificate containing multiple FQDNs of different Directory 3167 Server machines, Primary and Secondary, by entering different FQDNs in the certificate with the help of: 3168 a. Multiple commonName field of the certificate, or 3169 2. Multiple dNSName field of the subjectAltName of the certificate, or 3170 3. Both of the previous options, or 3171 Avaya IC 7.2.7 Service Pack Release Notes 121 4. Using accepted wildcard characters for FQDN in the certificate. 3172 In this case, the single CA’s certificate must be distributed to all the client machines, and needs to 3173 be copied in to Avaya IC 7.2.7 Service Pack Release Notes 122 Generate Certificate 3203 REM 1. Generate pass-phrase protected Private Key for CA: openssl genrsa -des3 -out root_key_AvayaIC_CA.pem 1024 REM 2. Create the CA Certificate: openssl req -new -x509 -extensions v3_ca -key root_key_AvayaIC_CA.pem -out root_cert_AvayaIC_CA.pem -days 5475 REM 3. Generate pass-phrase protected Private Key for Server: openssl genrsa -des3 -out domain_key_AvayaIC_Server.pem 1024 REM 4. Create the Server Certificate Request: openssl req -new -key domain_key_AvayaIC_Server.pem -out domain_req_AvayaIC_Server.pem - days 1825 REM 5. Sign the request with the Root CA and make a Server certificate containing Server public key: openssl x509 -req -days 1095 -in domain_req_AvayaIC_Server.pem -extensions v3_usr -CA root_cert_AvayaIC_CA.pem -CAkey root_key_AvayaIC_CA.pem -CAcreateserial -CAserial ca.srl -out domain_cert_AvayaIC_Server.pem REM 6. Make a copy of CA Certificate to be used as Client's trusted CA: copy root_cert_AvayaIC_CA.pem root_cert_AvayaIC_Client.pem 3204 Self signed certificates 3205 Using CA signed certificates might result in a complicated setup in terms of host name validation. Some 3206 customers may not opt for such an arrangement, or may not require such a complicated setup. To help such 3207 situations, IC also supports self-signed certificates to be used to establish a secure SSL connection between 3208 the clients and Directory Server. In this case, the CA certificate to be used on the client side is essentially the 3209 same self-signed server certificate. When the client attempts a secure connection to the Directory Server, it 3210 tries to validate the certificate the server sends it. If the certificate is self-signed, it tries to match the certificate 3211 received from the server with the certificate which exists on the client side. If they match, then the handshake 3212 is successful, else the connection is rejected by the client. 3213 Note: In case of a self-signed certificate, a successful certificate’s FQDN validation by the client is optional 3214 during SSL handshake and Directory Server certificate may contain any information in certificate's 3215 commonName field or certificate’s dNSName field of the subjectAltName. 3216 Important: If Directory Server is using self-signed certificate then only single certificate should be deployed 3217 and configured on different Directory Server machines (Primary and Secondary). The same self-signed 3218 certificate should be distributed to all the client machines, and needs to be copied in to 3219 Avaya IC 7.2.7 Service Pack Release Notes 123 REM 1. Generate pass-phrase protected Private Key for Server: openssl genrsa -des3 -out domain_key_AvayaIC_Server.pem 1024 REM 2. Create the Self-Signed Server Certificate: openssl req -new -x509 -extensions v3_usr -key domain_key_AvayaIC_Server.pem -out domain_cert_AvayaIC_Server.pem -days 1095 REM 3. Make a copy of Self-Signed Server Certificate to be used as Client's trusted Certificate: 3222 Thecopy same domain_cert_AvayaIC_Server.pem process is applicable for windows as well UNIX root_cert_AvayaIC_Client.pem based clients/servers. 3223 Passphrase protected server private key 3224 Every server side certificate contains the public key along with other information for example, FQDN and so 3225 on and has a corresponding private key which is used for asymmetric encrypt-decryption of SSL 3226 communication. The private key could be a part of the certificate file itself or could reside in a different file. 3227 The default key file Directory Server will read at startup is domain_key_AvayaIC_Server.pem. The key file 3228 name can be changed using Directory Server configuration properties using IC Manager. In case the key file 3229 is a part of the certificate itself, give the certificate file name in the properties. 3230 The private key could be saved on the file system as is, or in an encrypted form protected by passphrase. If 3231 the key is encrypted, then a passphrase is required by Directory Server for decoding the private key. The 3232 passphrase can be configured through IC Manager’s Configuration tab for respective Directory Server. 3233 The default certificates installed with this Service Pack will not provide SSL security due to the fact that the 3234 default server private key is shared with all the customers using this Service Pack. In order to keep the Active 3235 Directory/LDAP password secure, customers must create either a new self-signed certificate or create/get a 3236 CA signed certificate. A CA signed certificate must be used as it prevents man-in-the-middle attack through 3237 certificate’s FQDN validation which is absent in self-signed certificate. 3238 Directory Server login process 3239 Once the SSL handshake and verification is successful, the login request is sent in a secure manner to the 3240 Directory Server by the IC client. There are two options for Directory Server to authenticate the agent. The 3241 first is the usual method of authentication of IC agents, wherein the data received in the login requested is 3242 compared with the employee table data in the repository database. With this Service Pack, support is added 3243 for authenticating agents against an Active Directory/LDAP server. This requires creating agents by importing 3244 relevant data from an Active Directory/LDAP server. 3245 Every login request that Directory Server receives could either be for an agent which needs to be 3246 authenticated against the IC system, or which needs to be authenticated against an Active Directory/LDAP 3247 server. In case of authentication against an Active Directory/LDAP server, the user-password and a unique 3248 identifier (usually the Distinguished Name) need to be sent to the Active Directory/LDAP server for 3249 authentication. The authentication result received from Active Directory/LDAP server is passed back to the 3250 respective IC clients. 3251 Avaya IC 7.2.7 Service Pack Release Notes 124 3252 Note: IC does not support SASL authentication with Active Directory/LDAP server at present. 3253 3254 Avaya IC 7.2.7 Service Pack Release Notes 125 IC 7.2.3 Service Pack Configuration 3255 Deploying IC 7.2.3 on Windows 2008 Server R2 3256 IC 7.2.3 has added support for Windows 2008 R2 Server operating system. However, IC 7.2 RTM installer 3257 was changed for the same. If you have downloaded the IC 7.2 RTM installer prior to 7.2.3 Service Pack GA, 3258 then it needs to be downloaded again. (For downloading the updated IC 7.2 RTM installer, visit the Avaya 3259 Support Center Web site: http://support.avaya.com) 3260 Therefore, any deployment on Windows 2008 R2 Server shall require IC 7.2 RTM installation followed by IC 3261 7.2.3 SP installation followed by configuration as described in the following steps: 3262 Perform the following procedure to install IC 7.2.3: 3263 1. Install IC 7.2 RTM on the machine where Win2008 R2 has been installed. You must not configure 3264 anything while installing. Any configuration related screens which pop-up during installation must be 3265 cancelled. Configuration tool should also not be run to configure the server as Primary/Secondary/Client. 3266 2. Install IC 7.2 SP3 on the machine on which 7.2 RTM was installed in the previous step. Steps to install 3267 the service pack provided in this document should be followed. 3268 3. Run the configuration tool to configure the server as a Primary/Secondary IC server or as a client for 3269 Design/Admin machine. 3270 Perform the configuration steps as appropriate for the role designated for the newly installed IC. 3271 The following IC features can be deployed on a Windows 2008 Server R2 machine: 3272 Servers (Primary/Secondary) 3273 Design/Admin 3274 AAWC Connector 3275 Avaya Business Advocate 3276 Website (using IIS7) 3277 Siebel Integration 3278 XenApp Application server (citrix) 3279 Configuration and prerequisites for Windows 2008 Server R2. 3280 Windows 2008 Server introduces a new concept of Roles/Feature to make management of Servers easier 3281 and more efficient. This section lists the Roles and Features required to successfully install/configure IC on 3282 Windows 2008 Server R2. 3283 Roles 3284 Web Server (IIS), for servers hosting website. 3285 The following Role Services are required for this role: 3286 Common HTTP Features 3287 Application Development 3288 (ISAPI Filters) 3289 (ISAPI Extensions) 3290 Health and Diagnostics (Optional) 3291 Avaya IC 7.2.7 Service Pack Release Notes 126 Management Tools 3292 IIS Management Console 3293 IIS Management Scripts and Tools 3294 Note: Only the essential roles and services required for successfully configuring the website are listed in the 3295 previous list. You may require additional roles and services for maintaining and running a website using IIS. 3296 Features 3297 Message queuing (for servers hosting Advocate) 3298 .Net Framework 3.51 Features 3299 Role Administration – Webserver (IIS) Tools 3300 Windows PowerShell Integrated Scripting Environment 3301 Windows Process Activation Service 3302 Note, only the essential features and services required for successfully configuring and running IC are listed 3303 in the previous list. You may require additional features and services for a fully functional server running other 3304 software besides IC. 3305 Servers 3306 Prerequisites 3307 There are no prerequisites in addition to those mentioned in the prerequisite guide to deploy the IC servers 3308 that are to be deployed on a Windows 2008 Server R2 OS machine. Some of the prerequisites may need to 3309 be installed in a different manner as specified in the beginning of this section. 3310 Configuration 3311 N configuration should be done for the machine hosting Avaya IC on a Windows 2008 Server machine before 3312 the IC Service Pack 7.2.3 is installed. After the IC Service Pack 7.2.3 is installed, the normal process of 3313 configuring the servers to be deployed on a Windows OS must be followed. See the relevant sections in the 3314 install guide for details. 3315 Design/Admin 3316 Prerequisites 3317 There are no prerequisites in addition to those mentioned in the pre requisite guide to deploy IC 3318 Design/Admin tools which are to be run on a Windows 2008 Server R2 OS machine. Some of the 3319 prerequisites may need to be installed in a different manner as specified in the beginning of this section. 3320 3321 Configuration 3322 No configuration should be done for the machine hosting Avaya IC on a Windows 2008 Server machine 3323 before the IC Service Pack 7.2.3 is installed. After the IC Service Pack 7.2.3 is installed, normal process of 3324 configuring the Design/Admin tools to be run on a Windows OS must be followed. See the relevant sections in 3325 the install guide for the same. 3326 Avaya IC 7.2.7 Service Pack Release Notes 127 AAWC Connector 3327 Prerequisites 3328 There are no prerequisites in addition to those mentioned in the pre requisite guide to deploy AAWC 3329 Connector on a Windows 2008 Server R2 OS machine. 3330 Configuration 3331 As already mentioned, no configuration should be done for the machine hosting Avaya IC on a Windows 2008 3332 Server machine before the IC Service Pack 7.2.3 is installed. Once the IC Service Pack 7.2.3 is installed, 3333 normal process of configuring the AAWC Connector to be run on a Windows OS are must followed. See the 3334 relevant sections in the install guide for details. 3335 Avaya Business Advocate 3336 Prerequisites 3337 There are no prerequisites in addition to those mentioned in the prerequisite guide to deploy Avaya Business 3338 Advocate on a Windows 2008 Server R2 OS machine. Some of the prerequisites may need to be installed in 3339 a different manner as specified in the beginning of this section. 3340 Configuration 3341 No configuration should be done for the machine hosting Avaya IC on a Windows 2008 Server machine 3342 before the IC Service Pack 7.2.3 is installed. Once the IC Service Pack 7.2.3 is installed, the normal process 3343 of configuring Avaya Business Advocate must be followed. See the relevant sections in the install guide for 3344 the details. 3345 Website 3346 Prerequisites 3347 The prerequisites for successfully deploying a website on Windows 2008 Server R2 machine are listed earlier 3348 in this section. Ensure to have the necessary roles and features required for the same. 3349 Configuration 3350 Windows 2008 Server R2 supports only IIS7.x web server. There are architectural changes between the 3351 previous versions of IIS and IIS7.x. Due to this, new scripts have been packaged along with the service pack 3352 which will configure an IIS7.x web server for successfully hosting an Avaya IC website. 3353 Before you configure the website, ensure to apply the service pack on a Design/Admin machine and follow 3354 the steps to be performed after applying the service pack on the Design/Admin machine. A new sc.xml file 3355 has been packaged along with this service pack. Ensure that the new sc.xml file has been imported into 3356 ICManager before configuring the website on a machine hosting Avaya IC on a Windows 2008 Server 3357 machine. 3358 When the configtool is run after the required steps are performed, a new checkbox – IIS7.x will be visible in 3359 the “Web” tab of the configtool, as shown in the following screenshot: 3360 Avaya IC 7.2.7 Service Pack Release Notes 128 3361 You must select the check box when configuring a website that must be hosted on an IIS7.x web server. 3362 Enabling the check box ensures that the correct scripts are used to configure the web server. As previously 3363 mentioned, there are some architectural changes in IIS7.x, and because it is a 64-bit application, some 3364 changes done by the configtool/ IIS configuration scripts are mentioned as follows: 3365 All websites/applications are run using an application pool. During configuration, the default application pool 3366 for the website is used as the application pool for the application created during the web server configuration. 3367 The application pool associated with these applications has a property “Enable 32 bit applications to run”, 3368 which is required to be enabled to allow the 32 bit ISAPI filters/extensions which are used by Avaya IC. The 3369 scripts change this property to true. 3370 3371 This property can be found in the Advanced Settings for an application pool. 3372 Every Application Pool is associated with an Identity (user) under which it is run. The process has all the 3373 rights allotted to that Identity (user). As any filters/extensions on the website are run under this identity, this 3374 Avaya IC 7.2.7 Service Pack Release Notes 129 identity needs access to be able to write logs to the required directories. Hence, write permissions are granted 3375 to the identity associated with Application pool under which the website is running under for the following 3376 folders: 3377 Siebel Integration 3387 Refer to Siebel Installation Guide available with Siebel 8.1.1.3 product for installation on Windows 2008 3388 Operating System. 3389 Avaya Agent Web Connector (AAWC) 3390 Perform the following steps on machine where Avaya Agent Web Connector is installed: 3391 1. Stop AAWC server Deploying Avaya Rich Client on Citrix XenApp 6.0 3400 This section provides detailed information on how to deploy Avaya Rich client on Citrix XenApp version 6.0 on 3401 Windows 2008 Server R2. 3402 Install Avaya Rich client on Citrix server 3403 To install Avaya Rich client, refer IC72install.pdf 3404 Deploying Avaya Rich client on Citrix server 3405 1. Launch Citrix Delivery Services Console. 3406 Avaya IC 7.2.7 Service Pack Release Notes 130 3407 2. A farm has been already created while configuring XenApp for servers. For example, XenAppFarmIC. 3408 3409 3. Expand XenAppFarmIC. Select Application and right-click Applications. Select Publish application. 3410 Avaya IC 7.2.7 Service Pack Release Notes 131 3411 4. Click Next on the welcome screen. 3412 5. Enter the application display name and description and click Next. 3413 Avaya IC 7.2.7 Service Pack Release Notes 132 3414 6. On the Publish Application screen, select the Installed application option and click Next. 3415 Avaya IC 7.2.7 Service Pack Release Notes 133 3416 7. Browse and select “qui.exe” path in command line. 3417 Note: The working directory path is automatically reflected. 3418 3419 Avaya IC 7.2.7 Service Pack Release Notes 134 3420 8. Modify command line path “C:\Program Files\Avaya\bin\qui.exe” to the following text: 3421 "C:\Program Files\Avaya\bin\qui.exe" -d C:\Program Files\Avaya\apps\interaction_center -n 3422 interaction_center, if AVAYA_IC72_HOME resides on C drive. Else, select the appropriate drive and path. 3423 Click Next. 3424 9. Click Add at the bottom of the screen. 3425 10. Select Citrix server name and click OK. 3426 11. Click Next. 3427 3428 Avaya IC 7.2.7 Service Pack Release Notes 135 3429 12. Select Allow only configured users option. You can select Allow anonymous users option. 3430 13. Click Add. 3431 Avaya IC 7.2.7 Service Pack Release Notes 136 3432 14. Add users, click OK. 3433 15. On adding Users successfully, click Next. 3434 16. Click Next on the screen below. 3435 Avaya IC 7.2.7 Service Pack Release Notes 137 3436 17. Select Configure advanced application settings now and click Next. 3437 Avaya IC 7.2.7 Service Pack Release Notes 138 3438 18. Access control must be any connection. You can set an appropriate filter. Click Next. 3439 Avaya IC 7.2.7 Service Pack Release Notes 139 3440 19. Click Next for content redirection. 3441 Avaya IC 7.2.7 Service Pack Release Notes 140 3442 20. Select the maximum number of instance that are allowed to run in server farm. 3443 21. If you want only one instance of application for each user then select Allow only one instance of 3444 application for each user option and click Next. 3445 Avaya IC 7.2.7 Service Pack Release Notes 141 3446 22. Click Next on the Client options screen. 3447 Avaya IC 7.2.7 Service Pack Release Notes 142 3448 23. Select an appropriate Session window size and color and click Finish. 3449 Avaya IC 7.2.7 Service Pack Release Notes 143 3450 24. Verify that Avaya Agent Rich Client application is added under Citrix applications. The published 3451 application settings can be changed from Citrix Delivery Services Console. 3452 Modifying the Avaya Agent INI file 3453 1. Update the Citrix server's qui.ini file with the following two lines 3454 [QConsole] 3455 ResizeDesktop=FALSE 3456 2. Save the qui.ini file. 3457 Note: Ensure that all the qui.ini files under agent account are also updated with the code mentioned 3458 previously. 3459 Creating ICA (Citrix Client) connection with Citrix server 3460 1. Install Citrix ICA Client, CitrixOnlinePlugin for Web and Citrix QuickLaunchTool. You can download it 3461 from Citrix. on Windows XP / 2003 machine. 3462 2. Open Citrix Citrix QuickLaunch Tool from Citrix client machine. 3463 Avaya IC 7.2.7 Service Pack Release Notes 144 3464 3. Click Options. 3465 3466 4. Add XenApp Server address and XML port specified while configuring PNAgent. 3467 5. Select published application name from the drop-down. 3468 6. Select Display options. 3469 7. Select encryption level for ICA Options. 3470 8. Enter login credential of Citrix XenApp Server. 3471 Note: Users must have access permission of published application from Citrix presentation server. 3472 9. Click “Write ICA File” and provide a location to save ICA file. 3473 10. Double-click saved ICA file or use Connect button of Citrix QuickLaunch Tool to start Avaya agent. 3474 . 3475 Avaya IC 7.2.7 Service Pack Release Notes 145 Support for Authentication-Only against full DS Login 3476 Design & Admin Configuration: 3477 1. Exit all IC Design & Admin applications. 3478 2. Install IC 7.2.3 Design & Admin Service Pack on the respective machines. 3479 3. Start IC Manager and import the sc.xml file (if not already imported) into IC Manager 3480 4. Open WebServices Server through IC Manager and go to WebServices tab. 3481 5. A new Configuration 'Enable SSL for DS Authentication' should be visible and checked by default. 3482 IC Webservice Configuration for applicable platform(s): 3483 1. Stop the IC Webservice, if running on the applicable platforms. 3484 2. Remove the already deployed IC WebServices. 3485 3. Run IC 7.2.3 Service Pack installer on the applicable platforms. 3486 4. Re-deploy IC WebServices. Make sure that the latest jars from service pack are present in 3487 'Enable SSL for DS Authentication' Configuration for WebServices: 3490 3491 1. If 'Enable SSL for DS Authentication' configuration parameter is checked, DS.Authenticate request will be 3492 sent over SSL by WebServices to DS in SSL encrypted format. It will support authentication for both 3493 LDAP and non-LDAP users. 3494 2. If 'Enable SSL for DS Authentication' configuration parameter is unchecked, DS.Authenticate request will 3495 be sent over VESP by WebServices to DS. The password will be in MD5 encrypted format and rest of the 3496 request parameter will be in plain text format in this case. It will support authentication for only non-LDAP 3497 users and authentication for LDAP users will fail. 3498 Important Note: 3499 . Response time for DS.Authenticate over SSL will be slower compared to the response time of 3500 DS.Authenticate over VESP because of SSL overhead of handshake, encryption/decryption etc. 3501 . If 'Enable SSL for DS Authentication' configuration parameter is unchecked, DS.Authenticate request 3502 for LDAP enabled users will fail. To authenticate LDAP enabled users, DS.Authenticate MUST be sent 3503 over SSL by checking the 'Enable SSL for DS Authentication' configuration parameter. 3504 Avaya IC 7.2.7 Service Pack Release Notes 146 RFC 5321 Compliance (Address Comparisons): 3505 1. A new property "EnableRFC5321LocalPart", without double quotes, is introduced in this fix. This property 3506 can be manually added in the ICManager->Poller_Server->Configuration Tab. A value '1' ALONE will 3507 enable usage of this property for the purpose specified below. Any other value will disable this property. 3508 To configure the enablement of this feature perform the following steps: 3509 a. Click the Server tab. 3510 b. Double-click the Poller server. 3511 c. Click the Configuration tab. 3512 d. Add a new "Couple" with name: "EnableRFC5321LocalPart" 3513 e. Value: 3514 1- Turn ON this fix 3515 0- Turn OFF this fix 3516 [Any other value is treated as OFF] 3517 2. Click OK. 3518 3. This property will decide if the address comparisons will compare email local-parts as per RFC5321. 3519 According to the RFC5321 "The local-part of a mailbox MUST BE treated as case sensitive." 3520 4. Enabling (setting value to'1') will enable case-sensitive comparisons of local-parts of Mailboxes with email 3521 polling/logon accounts. By default, this property is turned off. 3522 5. This property should be used and configured in ICManager only if the external Email Server can 3523 differentiate the local-part cases. 3524 For example, MS Exchange Server treats [email protected] and [email protected] as two different 3525 mailboxes. 3526 Usage of Reply-To Address when From Address is 3527 invalid or missing 3528 A new property "UseReplyToIfNoFrom" (without double quotes) is introduced. This property can be manually 3529 added in the ICManager->Poller_Server->Configuration Tab. A value '1' ALONE will enable usage of this 3530 property for the purpose specified below. Any other value will disable this property. 3531 To configure the enablement of this feature perform the following steps: 3532 1. Click the Server tab. 3533 2. Double-click the Poller server. 3534 3. Click the Configuration tab. 3535 4. Add a new "Couple" with name: "UseReplyToIfNoFrom" 3536 5. Value: 3537 1 - Turn ON this fix 3538 0 - Turn OFF this fix 3539 Any other value is treated as OFF. 3540 6. Click OK. 3541 7. Enabling (setting value to'1') will enable usage of "Reply-to" address in case "From" address is invalid of 3542 missing. By default, this property is turned off. 3543 Avaya IC 7.2.7 Service Pack Release Notes 147 NOTE: An email with all invalid or missing "From" address, "Reply-To" address and "Sender" address, will be 3544 skipped by Poller on every poll cycle according to the existing design, so that there is no data loss and the 3545 email can be handled by the IC Administrator. 3546 Usage of Return Address while populating "From" 3547 header of outbound email 3548 1. A new configurable parameter "UseReplyToForReturnAddress" is added to the ICEmail server 3549 configuration. This flag decides how the return address is sent. This property can be set in ICManager- 3550 >ICEmail Server->Configuration tab Key value pair. UseReplyToForReturnAddress, value. 3551 2. Value can be "1"(meaning Property Enabled) / "0"(meaning Property Disabled). 3552 "From:" header in this case is consistent with as in IC7.1 which is return address configured for the email 3553 account. By default this property is disabled (not configured or configured to value <>1) and end- 3554 customer will see the Return address in the "From:" header of the mail received from agent. So, replies to 3555 this email will arrive at Return address. 3556 This property need not be configured, unless behavior in b) is required. 3557 3. The "From:" header in this case contains the Polling-address and the "Reply-To" header consists of the 3558 Return-address. When this property is enabled (set to 1), the Return-address will be populated in the 3559 "Reply-To:" header of the mail received from agent, while "From:" header continues to contain polling 3560 address. So, replies to the email sent from end-customer to agent will use "Reply-To:" header and the 3561 email will arrive at Return address. 3562 The respective configured DisplayNames will appear alongside the mail-address in the email. 3563 Configuring stations with leading zeros to be used as 3564 VP stations in HTTPVox 3565 Perform the following steps on the Windows Design and Admin machine: 3566 1. Start IC Manager and import the sc.xml file (if not already imported) into IC Manager. 3567 Note: The configured extensions with leading zeros will be preserved only if all line numbers in the range 3568 have the same number of digits. 3569 Example: 3570 . Range 08132-09132 has same number of digits so the leading zeros will be preserved. 3571 . Range 008123-09132 does not have same number of digits so the leading zeros will not be preserved. 3572 AAWC/UOM configuration (to fix Agent AutoIn and 3573 INIT_AUX issues as a result of TS.Ready being issued 3574 on Workitem Completion) 3575 Perform the following steps on the windows machine where AAWC is installed: 3576 1. Create the new webclient.war file using wargenerator.bat on WebClient machine. 3577 2. Redeploy the newly created webclient.war file on WebClient Connector machine. For more information, 3578 see IC 7.2 Installation and Configuration.pdf. 3579 Note: To generate webclient.war file and deploy on Windows/AIX/Solaris Webconnector machines, see IC7.2 3580 Installation and Configuration guide on Avaya Support Site http://support.avaya.com 3581 Avaya IC 7.2.7 Service Pack Release Notes 148 Handling OTHER_PARTY_CONFERENCE event from IC 3582 Scripts (customizations) 3583 With this Service Pack, VTel will send a new event "OTHER_PARTY_CONFERENCE" when a party is 3584 conferenced to the call monitored by the agent. In order to handle this event in the scripts, following steps 3585 must be performed: 3586 1. Log in to the database. 3587 2. Open the appropriate ccq.adl file 3588 3. On the menu navigate to Edit > IC Scripts. This will open the 'IC Script Editor' 3589 4. In the 'Scripts' section, navigate to a script named "Softphone_Login". Click the script name to edit the 3590 script in the panel below. 3591 5. Add the following line where Telephony Event ID Constants are defined: 3592 Const evCallOtherPartyConference= 308 3593 6. Inside the function SetupEvents(), add the following line to register to listen for this event 3594 bSuccess = iPhoneEngine.AddEventToListenFor(evCallOtherPartyConference) 3595 7. Now you can modify the script 'PhoneEngine_OnTelephonyStateChanged' to handle the event 3596 “evCallOtherPartyConference”. 3597 Configuring IBM HTTP server 7.x on AIX-6.1 3598 1. Run configtool (Web tab), and fill in the value of "Web Server Home" with the folder in which IHS7.x is 3599 installed. 3600 2. Edit IC 7.2.4 Service Pack Configuration 3608 IC 7.2.3.1 Configuration 3609 Note: If customer is on 7.2.3 update1 and has already applied this configuration, this IC 7.2.3.1 configuration 3610 must be skipped. 3611 Disabling auto generation of a new TrackingID for incoming 3612 emails: 3613 In IC 7.2.3, the behavior of the Poller server, for an email with a TrackingID in the subject that doesn't match 3614 any existing record in the IC database due to purging of database, is that the email will remain on the email 3615 server. The Poller server will alarm every polling interval about this email until the email is cleared from the 3616 email mailbox. This issue has been address by this update, by generating new TrackingID for such emails 3617 and treating them as new email contacts. The default behavior of this fix is to generate a new TrackingID for 3618 emails having purged parent entry from the IC database. For more information, refer to wi00840365 3619 Avaya IC 7.2.7 Service Pack Release Notes 149 In case it is required not to treat such emails as new contacts (email will remain on external email server and 3620 alarms will be generated), this fix can be disabled by performing the below steps (set value to 1): 3621 1. Log in to ICManager using admin account. 3622 2. Click the Server tab. 3623 3. Double-click the Poller server. 3624 4. Click the Configuration tab. 3625 5. Add a new "Couple" with name: "NoNewTrackingIDForPurgedParent" 3626 (Without double quotes) 3627 6. Value: 3628 1 - Disable this fix (email will not be polled by poller server) 3629 0 - Enable this fix (email will be polled by poller server) 3630 Note: Not adding this value or adding any value apart from 1 will enable this fix. i.e. The default behavior 3631 is that a new tracking ID is generated for emails for which the parent contact entry has been deleted from 3632 the database. 3633 7. Click OK. 3634 8. Restart the Poller server. 3635 Allowing non-RFC-compliant emails to be processed by AIC 3636 From IC 7.2 onwards poller server checks email headers (From/Sender/ReplyTo) for RFC compliance. By 3637 default, if none of these headers are compliant to RFC then such an email will remain on the email server and 3638 the Poller server will alarm every polling interval about this email until it is cleared from the mailbox. To 3639 disable or enable RFC compliance a new configuration value for the poller server has been provided. For 3640 more information refer to wi00845454. 3641 1. Allowing Poller Server to download NON-RFC compliant emails to into the system: 3642 (NON-RFC compliance is based on invalid from/sender/reply-to addresses) 3643 a. Login to ICManager using admin account. 3644 2. Click the Server tab. 3645 3. Double-click the Poller server. 3646 4. Click the Configuration tab. 3647 5. Add a new "Couple" with name: "DisableEmailAddressRFCCheck" (Without double quotes) 3648 6. Value: 3649 1 - Turn OFF RFC compliant checking. 3650 0 - Turn ON RFC compliant checking. 3651 Note: Not adding this value or adding any value apart from 1 will enable this feature. i.e. the default 3652 behavior is that RFC compliant checking will take effect. 3653 Such emails with invalid from/sender/reply-to addresses will be bounced by the poller server's SPAM 3654 plugin (through email server) to the bounce address of the respective Mail Account from which the email 3655 was polled. (Unless the flag “DisableRFCCheckInSpamPlugin”, mentioned in following point (2) is used) 3656 7. Click OK. 3657 8. Restart the poller server. 3658 9. To configure Poller Server to allow NON-RFC compliant emails to be delivered to agent: 3659 Avaya IC 7.2.7 Service Pack Release Notes 150 a. Click the Server tab. 3660 10. Double-click the Poller server. 3661 11. Click the Configuration tab. 3662 12. Add a new "Couple" with name: "DisableRFCCheckInSpamPlugin" without double quotes. 3663 13. Add the following values: 3664 1 - Turn OFF SPAM RFC checking. 3665 0 - Turn ON SPAM RFC checking. 3666 Note: Not adding this value or adding any value apart from 1 will enable this feature. The default behavior 3667 is that RFC compliant checking will take effect. NON-RFC compliance is based on invalid 3668 from/sender/reply-to addresses. 3669 14. Click OK. 3670 15. Restart the Poller Server. 3671 Note: If steps in "2" are performed while the steps in "3" are not performed, then the respective bounce 3672 address for mail account will be used as a substitute email address. 3673 Configuring a substitute email address which will be shown to the agent: 3674 A substitute email address will be used in place of FROM address of the incoming email in case the email 3675 MIME does not contain FROM address or contains an invalid one. 3676 16. Click the Server tab. 3677 17. Double-click the Poller server. 3678 18. Click the Configuration tab. 3679 19. Add a new "Couple" with name: "SubstitueFromAddress" (Without double quotes) 3680 20. Add a value: Any valid email address. 3681 Note: If email address is not provided or an invalid email address is provided in "d", the respective polling 3682 account’s bounce email address will be used as a substitute address. 3683 21. Click OK. 3684 22. Restart the Poller Server. 3685 ADL changes to enable loop-detection type “BOTH” 3686 In IC manager, for an email account, loop detect type can be set to either "sender", "from" ,"replyto" or “both” 3687 ( Miscellaneous tab). Before applying this fix ICManager was allowing to select value as “both” but that value 3688 was not getting reflected into database. After reopening the email account window, it shows the value for loop 3689 detects which was set prior to being changed to "both". To overcome this problem, the following configuration 3690 steps must be performed. 3691 Note: Perform the steps mentioned in the section below, only if the functionality fixed in the items wi00830582 3692 and wi00895056 are required. 3693 The ccq.adl and repository.adl files (files are not part of the IC 7.2.3 update1. Use the current adl from the 3694 design and admin machine) need to be modified to ensure that the loop-detection type BOTH works correctly. 3695 The following steps must be performed after the IC 7.2.3.1 is applied: 3696 1. On the Design and Admin system, run the Database Designer application. 3697 2. Select Open from the File menu. 3698 3. Select the "...\ Avaya IC 7.2.7 Service Pack Release Notes 151 5. Click the table fieldname “loopdetectiontype”. 3701 6. Select the “FROM_REPLYTO” from Enumerated_value (value tab) list box and click the Edit button. 3702 7. Replace “FROM_REPLY” with “BOTH”. 3703 8. Click File > Save. 3704 9. Click on File > Generate Windows Application menu. 3705 This will popup “Generate Windows Application” dialog box. Uncheck all the check boxes(Messages, IC 3706 Scripts, Help File, Avaya Agent Layout and EDU Layout) from the save tab. Click on Ok button. After 3707 reconfiguration is complete, click “close” on the “File” Menu to close the adl file. 3708 10. Repeat the steps 1 through 9 for "...\ IC 7.2.3.2 Configuration 3718 Note: If customer is on 7.2.3 update2 and already applied this configuration, this IC 7.2.3.2 Configuration 3719 should be skipped. 3720 CDL file changes to prevent Rich Client (AARC) from crashing 3721 while exiting the application 3722 The loading and unloading of various components in Rich Client depends on sequence mentioned in the .cdl 3723 file. The sequence mentioned in the current .cdl file unloads EDUViewer before unloading components 3724 dependent on it causing Rich Client to crash. Perform the following steps on the machine where Design and 3725 Admin tool is installed to correct the sequence in the CDL file: 3726 1. Open the appropriate .cdl file from “ Avaya IC 7.2.7 Service Pack Release Notes 152 Configuration file changes for WebAgent(AARC) Hyperlink 3748 feature 3749 A new feature has been introduced in WebAgent to support text hyper linking in HTML mode. Two new 3750 buttons have been added in the HTML toolbar of Email and Resource editor, namely: 3751 1. Insert Hyperlink: To hyperlink selected text. 3752 2. Remove Hyperlink: To remove the hyperlink from selected text. 3753 3754 The Hyperlink Dialog Box pops up by clicking the ‘Insert Hyperlink’ button. It contains following options for 3755 hyperlinking: 3756 1. Existing File or Web Page: Hyperlink to existing file or Web Page. 3757 2. Email Address: Hyperlink to email address. 3758 Avaya IC 7.2.7 Service Pack Release Notes 153 3759 Displaying default values for Web-links and Email Addresses 3760 The Hyperlink dialog box can be configured to display default Web Links and Email Address which can be 3761 used for hyper linking any text inside the WebAgent HTML Editor. 3762 To enable default Web-Links and Email addresses, the Editlive! Configuration files can be modified as below: 3763 1. Go to Avaya IC 7.2.7 Service Pack Release Notes 154 CCFieldPopulation: Bypassing changes to TO and CC headers 3790 in MIME of incoming emails 3791 By default, the Poller Server changes the TO and CC headers in MIME of all incoming emails so that the TO 3792 header contains the IC polling address and all other address are moved to CC header. This allows the agent 3793 to display only 1 email address in the TO field when the agent views the email. An additional advantage of 3794 this approach is when the agent uses the “Reply All” functionality, all the non-polling address (which were 3795 moved to CC) are retained in the CC field of reply from the agent. However, with this approach, the agent 3796 cannot understand the original intention of the sender of incoming contact, whether the polling address was 3797 specified in the TO or the CC header. Thus causing misinterpretation when the polling address was originally 3798 added to CC header, but the Poller Server moved it to the TO header. 3799 To bypass this default behavior, use the below mentioned configuration steps: 3800 1. In, ICManager, click the Server tab. 3801 2. Double-click Poller server. 3802 3. Navigate to the Configuration tab, add the following property, and click OK. 3803 Property Name Acceptable Values CCFieldPopulation 0 ("Cc" list will be changed if required) CCFieldPopulation 1 ("Cc" list will not be changed) Note: 3804 This property will take effect only on server restart. 3805 In case of absence of this property, the default "0" value will be used. 3806 Configuring this property with value 1 will cause the agent to receive the email MIME in the way it 3807 was polled from the Exchange Server. 3808 This configuration needs to be applied to all Poller Servers in the system so that consistent 3809 behavior is maintained. 3810 Populating original TO and CC headers of incoming emails in 3811 new EDU fields: 3812 By default, Poller Server changes the TO and CC headers of incoming emails to address the loss-of-email- 3813 addresses at the agent side while using the “Reply All” feature. However, this means that the original values 3814 Avaya IC 7.2.7 Service Pack Release Notes 155 of TO and CC headers will not be written to the EDU. The changed values of TO and CC headers will be 3815 present in the EDU since it always contains values of headers from the MIME of email. 3816 In order to create a copy of the original TO and CC headers (the values before the Poller Server changes it) in 3817 2 new EDU fields, use the following configuration steps: 3818 1. In ICManager, click the Server tab. 3819 2. Double-click ICEmail server. 3820 3. Navigate to the Configuration tab, add the following property, and click OK. 3821 "OrigToCcInEDU" is a new configuration parameter added to the ICEmail Server. Following are the 3822 acceptable values for the configuration parameter: 3823 OrigToCcInEDU Property Value Behavior 0 No change in functionality. This is the default setting. 1 Poller server will add new custom headers with the original header values if the "To" or "Cc" headers are modified. The new custom headers are "XWF_OH_To" and "XWF_OH_Cc" (this is a new Poller Server behavior, and not dependent on the value of this flag). ICEmail Server will populate new EDU fields using values from these custom headers. The corresponding EDU field names would be "currentemail.header.XWF_OH_To" and "currentemail.header.XWF_OH_Cc". If any of the "To" or "Cc" headers have not been modified, then the corresponding custom header will not be present, and therefore the corresponding EDU field will not be present in the EDU. 2 Same behavior as '1', except that the new EDU fields will be added to the EDU regardless of whether the "To" and "Cc" headers are modified. In case the original headers are not changed, the new EDU fields will contain values from the actual "To" and "Cc" headers. Note: 3824 This property will take effect only on the server vesp update. 3825 In case of absence of these properties, the default "0" value will be used. 3826 This configuration needs to be applied to ALL ICEmail Servers in the system so that consistent 3827 behavior is maintained. 3828 IC 7.2.3.3 Configuration 3829 Note: If a customer is on 7.2.3 update3 and has already applied this configuration, the IC 7.2.3.3 3830 configuration must be skipped. 3831 Multi-Language support for email templates: 3832 RLManager now supports the creation of multi-language templates for use in acknowledgements. Usually, the 3833 language used in the template is specified when creating or editing the template. This limits the template to a 3834 single language, and if the language contains characters from another language other than English, then the 3835 characters can get corrupt. The corrupted characters are seen either as boxes or arrows when it is received 3836 by the customer. To allow creating templates consisting of more than one language, a new “Multi-Language” 3837 option has been added to the “Language” selection list when creating or editing a template. 3838 Avaya IC 7.2.7 Service Pack Release Notes 156 3839 Notes: 3840 . The time format when using the Multi-Language option is the 24-hour time format. 3841 . Multi-Language templates are currently not supported for use as Header/Footer templates. 3842 Telephony Server ‘Wait Time Before Merge Call” 3843 The configuration mentioned below must be applied to avail fixes done for the wi00858281 and wi00904616. 3844 Before applying the fixes, the functionality of “Wait Time Before Merge Call' configuration available in IC 3845 Manager on the TS tab, was not effective. After applying the fixes, the value set for 'Wait Time Before Merge 3846 Call/merge_call_wait_time’ will take into the effect. 3847 TS 'Wait Time Before Merge Call/merge_call_wait_time' must be set in multiples of 200 milliseconds. The 3848 default and the minimum values are 200 milliseconds, and the maximum value is 5 seconds. Any intermediate 3849 value that is not a multiple of 200ms will be rounded off to the lower side. For example, configuring 2500 will 3850 have effect of 2400ms. If the configured value is exceeded, then the appropriate boundary value will be set. If 3851 value for “Wait Time Before Merge Call/ merge_call_wait_time'” is set less that 200 ms or greater than 5 3852 seconds, the following low alarm will be generated: 3853 If the value for “Wait Time Before Merge Call/ merge_call_wait_time” < 200 milliseconds 3854 o “merge_call_wait_time value is out of operating range (200 milliseconds). Using default value of 3855 200 milliseconds.” 3856 If the value for “Wait Time Before Merge Call/ merge_call_wait_time” > 5000 milliseconds 3857 Avaya IC 7.2.7 Service Pack Release Notes 157 o “merge_call_wait_time value is out of range. Resetting it to maximum 5000 milliseconds.” 3858 Note that the delay before merge will be up to the maximum configured value and not necessarily the 3859 absolute configured value. If CM sends events for the outbound call leg except origination, then the merge will 3860 happen immediately and will not wait further. For example, if the maximum value is configured for 5 seconds. 3861 However, in the call scenario, if Alerting was received after 1 second for the outbound call leg, the merge will 3862 happen immediately and not wait for another 4 seconds. 3863 Note: The default value for 'Wait Time Before Merge Call/merge_call_wait_time' is 50 milliseconds. 3864 Therefore, you may observe a low priority alarm whenever the telephony server is restarted. 3865 Perform the following steps to change the value of “Wait Time Before Merge Call” value to 200 milliseconds: 3866 Log in to IC Manager and select TS Server. 3867 Select Edit and in the TS tab, right-click and select “Advanced properties”. 3868 Change the value of “Wait Time Before Merge Call” to 200. 3869 Apply and restart TS. 3870 Perform this change for every TS that is configured in the system. 3871 Note: If the value is not changed to 200, TS will raise an alarm and set the value to 200 internally. 3872 The emailcount field update in EDU 3873 For more details on emailcount, see the following: 3874 IC Administration Volume 1: Servers & Domains 7.2, Section: Avoiding an email auto response loop, 3875 Page 93. 3876 Media Workflow Reference 7.2, Section: Detecting email loops, Page 212. 3877 Limitations: 3878 Since primary server and secondary server do not have loopdetect cache in sync, they will not work 3879 seamlessly in failover scenario. 3880 ICEmail now has a capability of detecting if the customer email has reached loopdetect count after 3881 Workflow Analyze. ICEmail stops sending any template to customer after Workflow Analyze if the 3882 loopdetect count is reached. Therefore, if any customization done for emailcount to block the 3883 acknowledgement will be preceded by the loopdetection count value specified in the mail account 3884 configuration. 3885 IC 7.2.4 Configuration 3886 The ResetScriptIteration setting for WACD 3887 With this feature, when the WACD server is restarted, WACD will maintain the same priority and same 3888 workgroup for email contacts that it had prior to the restart, rather than resetting the priority of tasks. 3889 However, enabling of this new behavior depends on the parameter ‘ResetScriptIteration’ and pushing the new 3890 script to the database. 3891 Note: The parameter “ResetScriptIteration” is applicable only for the email contacts. If email channel is not 3892 being used, then the following configurations can be skipped. 3893 The following steps must be performed, only if the new behavior is required. Otherwise, skip steps 1 to 6. 3894 Configuration steps to be performed after installing IC 7.2.4 SP: 3895 1. If the new behavior of WACD server is required, perform the following steps for all WACD servers: 3896 a. Login to ICManager 3897 Avaya IC 7.2.7 Service Pack Release Notes 158 2. Go to the ‘Server’ tab and double click on a WACD server to edit its configuration. 3898 3. Go to the configuration tab and add a new configuration parameter 3899 . Name: ResetScriptIteration 3900 . Value: 0 3901 4. Click OK to save the WACD configuration 3902 5. Gathering database information. 3903 . Log in to ICManager. 3904 . Open Tools menu and click on "IC Data Sources...". 3905 . Once "IC Data Sources..." dialog opens expand "interaction_center". 3906 . Click on ccqDBConnection. 3907 . Note down Database Name and Database Server Values. 3908 6. Update the w_script_details table 3909 a. If the CCQ DB is of type SQL Server or DB2, execute the SQLDB2 Script given below 3910 7. If the CCQ DB is of type Oracle execute the ORACLEDB script given below 3911 8. After executing the query, from ICManager restart the WACD server. 3912 If the parameter is set to 1, WACD will behave as it used to, before the fix i.e. queue scripts will start from 3913 iteration zero. Priorities of tasks will be reset. 3914 If the parameter is set to 0, WACD will recreate tasks at the same priority and workgroup that it had prior 3915 to the restart provided the new script is uploaded by following steps 1 to 6. Priorities will be maintained 3916 as prior to restart. 3917 By default, the WACD server considers the value of ‘ResetScriptIteration’ parameter to be 0 unless the 3918 value is explicitly set to 1 in the WACD configuration in IC Manager. 3919 Note: Copy the text of the following script into a Rich Text Editor like MS Word to preserve the formatting. 3920 Copying the text directly into SQL Query Admin tool may lead to functional issues if the content gets 3921 modified including extra space of removal of space unintentionally. 3922 SQLDB2 Script 3923 update w_scripts_detail set script_text =''' This is the default script '' '' It looks for the following key-values '' '' Expectedqueuetime '' - If present, it will display the expected '' hold time '' '' Workgroup '' - The value should be a Workgroup to enqueue '' to '' '' Agent Avaya IC 7.2.7 Service Pack Release Notes 159 '' - The value should be an agent name to '' enqueue to '' '' Priority '' - The priority of an enqueue (team or '' agent) '' '' Say '' - A string message to say to the customer '' '' PushURL '' - A URL to push to the customer '' '' Wait '' - A value (in secs) to wait before '' processing the next set of keys '' '' If Expectedqueuetime is defined, get '' the expected hold time if acd.GetValue("Expectedqueuetime") <> "0" then acd.sv("time", ACD.ExpectedQueueTime(10)) if acd.gv("time") = 0 then say("An agent will be with you shortly.") endif if acd.gv("time") <> -1 then say("Your approximate wait time is " & acd.gv("time") & " minutes.") endif endif '' First check if pacAgentName is provided. If so, this will be '' used first, and the main loop only entered if the requested '' agent does not become available within 30 seconds if acd.GetValue("pacAgentName") <> "0" then acd.GetAgent(acd.GetValue("pacAgentName")).Enqueue() Say("Agent " & acd.GetValue("pacAgentName") & " will be with you shortly.") Sleep(30) endif acd.sv("exit", 0) '' Avaya IC 7.2.7 Service Pack Release Notes 160 '' Start the loop '' while (acd.gv("exit") = 0) acd.sv("exit", 1) '' '' Check to see if a team is defined '' and if so, check for a priority '' if acd.GetValue("Workgroup" & acd.gv("cnt")) <> "0" then if acd.GetValue("Priority" & acd.gv("cnt")) <> "0" then if acd.GetValue("Priority" & acd.gv("cnt")) = "low" then ACD.GetTeam(acd.GetValue("Workgroup" & acd.gv("cnt"))).Enqueue(low) endif if acd.GetValue("Priority" & acd.gv("cnt")) = "normal" then ACD.GetTeam(acd.GetValue("Workgroup" & acd.gv("cnt"))).Enqueue(normal) endif if acd.GetValue("Priority" & acd.gv("cnt")) = "high" then ACD.GetTeam(acd.GetValue("Workgroup" & acd.gv("cnt"))).Enqueue(high) endif if acd.GetValue("Priority" & acd.gv("cnt")) = "urgent" then ACD.GetTeam(acd.GetValue("Workgroup" & acd.gv("cnt"))).Enqueue(urgent) endif else ACD.GetTeam(Cstr(acd.getvalue("Workgroup" & acd.gv("cnt")))).Enqueue() endif acd.sv("exit",0) endif '' '' Check to see if an agent is defined '' and if so, check for a priority '' if acd.GetValue("Agent" & acd.gv("cnt")) <> "0" then if acd.GetValue("Priority" & acd.gv("cnt")) <> "0" then if acd.GetValue("Priority" & acd.gv("cnt")) = "low" then ACD.GetAgent(acd.GetValue("Agent" & acd.gv("cnt"))).Enqueue(low) endif if acd.GetValue("Priority" & acd.gv("cnt")) = "normal" then ACD.GetAgent(acd.GetValue("Agent" & acd.gv("cnt"))).Enqueue(normal) Avaya IC 7.2.7 Service Pack Release Notes 161 endif if acd.GetValue("Priority" & acd.gv("cnt")) = "high" then ACD.GetAgent(acd.GetValue("Agent" & acd.gv("cnt"))).Enqueue(high) endif if acd.GetValue("Priority" & acd.gv("cnt")) = "urgent" then ACD.GetAgent(acd.GetValue("Agent" & acd.gv("cnt"))).Enqueue(urgent) endif else ACD.GetAgent(Cstr(acd.getvalue("Agent" & acd.gv("cnt")))).Enqueue() endif acd.sv("exit",0) endif '' '' check for a say value '' if acd.GetValue("Say" & acd.gv("cnt")) <> "0" then say(acd.getvalue("Say" & acd.gv("cnt"))) acd.sv("exit",0) endif '' '' check for a push url value '' if acd.GetValue("PushURL" & acd.gv("cnt")) <> "0" then pushurl(acd.getvalue("PushURL" & acd.gv("cnt"))) acd.sv("exit",0) endif '' '' check for a wait value '' if acd.GetValue("Wait" & acd.gv("cnt")) <> "0" then acd.setvalue("sleep", acd.getvalue("Wait" & acd.gv("cnt"))) sleep(Int(CDbl(acd.getvalue("sleep")))) acd.sv("exit",0) endif '' '' If this was the 1st time through and '' no values were set, then we need to do '' a normal routing. Avaya IC 7.2.7 Service Pack Release Notes 162 '' '' if acd.gv("exit") = 1 AND acd.gv("cnt") = 0 then say("Please wait for the next available eContact agent.") while(true) ''ACD.GetTeam("Default").Enqueue() Sleep(30) Say("Please continue to wait...") wend endif '' '' '' If any values were set for this count '' then up the counter and continue, '' otherwise, set the counter back to zero '' and start over. '' if acd.gv("exit") = 0 then acd.sv("cnt", acd.gv("cnt") + 1 ) else acd.sv("cnt", 0) endif acd.sv("exit", 0) wend' where script_name='DefaultQueueScript'; ORACLEDB Script 3924 set scan off; declare sScriptVar varchar2(32767) := ''' This is the default script '' '' It looks for the following key-values '' '' Expectedqueuetime '' - If present, it will display the expected '' hold time '' '' Workgroup '' - The value should be a Workgroup to enqueue Avaya IC 7.2.7 Service Pack Release Notes 163 '' to '' '' Agent '' - The value should be an agent name to '' enqueue to '' '' Priority '' - The priority of an enqueue (team or '' agent) '' '' Say '' - A string message to say to the customer '' '' PushURL '' - A URL to push to the customer '' '' Wait '' - A value (in secs) to wait before '' processing the next set of keys '' '' If Expectedqueuetime is defined, get '' the expected hold time if acd.GetValue("Expectedqueuetime") <> "0" then acd.sv("time", ACD.ExpectedQueueTime(10)) if acd.gv("time") = 0 then say("An agent will be with you shortly.") endif if acd.gv("time") <> -1 then say("Your approximate wait time is " & acd.gv("time") & " minutes.") endif endif '' First check if pacAgentName is provided. If so, this will be '' used first, and the main loop only entered if the requested '' agent does not become available within 30 seconds if acd.GetValue("pacAgentName") <> "0" then acd.GetAgent(acd.GetValue("pacAgentName")).Enqueue() Say("Agent " & acd.GetValue("pacAgentName") & " will be with you shortly.") Sleep(30) Avaya IC 7.2.7 Service Pack Release Notes 164 endif acd.sv("exit", 0) '' '' Start the loop '' while (acd.gv("exit") = 0) acd.sv("exit", 1) '' '' Check to see if a team is defined '' and if so, check for a priority '' if acd.GetValue("Workgroup" & acd.gv("cnt")) <> "0" then if acd.GetValue("Priority" & acd.gv("cnt")) <> "0" then if acd.GetValue("Priority" & acd.gv("cnt")) = "low" then ACD.GetTeam(acd.GetValue("Workgroup" & acd.gv("cnt"))).Enqueue(low) endif if acd.GetValue("Priority" & acd.gv("cnt")) = "normal" then ACD.GetTeam(acd.GetValue("Workgroup" & acd.gv("cnt"))).Enqueue(normal) endif if acd.GetValue("Priority" & acd.gv("cnt")) = "high" then ACD.GetTeam(acd.GetValue("Workgroup" & acd.gv("cnt"))).Enqueue(high) endif if acd.GetValue("Priority" & acd.gv("cnt")) = "urgent" then ACD.GetTeam(acd.GetValue("Workgroup" & acd.gv("cnt"))).Enqueue(urgent) endif else ACD.GetTeam(Cstr(acd.getvalue("Workgroup" & acd.gv("cnt")))).Enqueue() endif acd.sv("exit",0) endif '' '' Check to see if an agent is defined '' and if so, check for a priority '' if acd.GetValue("Agent" & acd.gv("cnt")) <> "0" then if acd.GetValue("Priority" & acd.gv("cnt")) <> "0" then if acd.GetValue("Priority" & acd.gv("cnt")) = "low" then ACD.GetAgent(acd.GetValue("Agent" & acd.gv("cnt"))).Enqueue(low) Avaya IC 7.2.7 Service Pack Release Notes 165 endif if acd.GetValue("Priority" & acd.gv("cnt")) = "normal" then ACD.GetAgent(acd.GetValue("Agent" & acd.gv("cnt"))).Enqueue(normal) endif if acd.GetValue("Priority" & acd.gv("cnt")) = "high" then ACD.GetAgent(acd.GetValue("Agent" & acd.gv("cnt"))).Enqueue(high) endif if acd.GetValue("Priority" & acd.gv("cnt")) = "urgent" then ACD.GetAgent(acd.GetValue("Agent" & acd.gv("cnt"))).Enqueue(urgent) endif else ACD.GetAgent(Cstr(acd.getvalue("Agent" & acd.gv("cnt")))).Enqueue() endif acd.sv("exit",0) endif '' '' check for a say value '' if acd.GetValue("Say" & acd.gv("cnt")) <> "0" then say(acd.getvalue("Say" & acd.gv("cnt"))) acd.sv("exit",0) endif '' '' check for a push url value '' if acd.GetValue("PushURL" & acd.gv("cnt")) <> "0" then pushurl(acd.getvalue("PushURL" & acd.gv("cnt"))) acd.sv("exit",0) endif '' '' check for a wait value '' if acd.GetValue("Wait" & acd.gv("cnt")) <> "0" then acd.setvalue("sleep", acd.getvalue("Wait" & acd.gv("cnt"))) sleep(Int(CDbl(acd.getvalue("sleep")))) acd.sv("exit",0) endif '' Avaya IC 7.2.7 Service Pack Release Notes 166 '' If this was the 1st time through and '' no values were set, then we need to do '' a normal routing. '' '' if acd.gv("exit") = 1 AND acd.gv("cnt") = 0 then say("Please wait for the next available eContact agent.") while(true) ''ACD.GetTeam("Default").Enqueue() Sleep(30) Say("Please continue to wait...") wend endif '' '' '' If any values were set for this count '' then up the counter and continue, '' otherwise, set the counter back to zero '' and start over. '' if acd.gv("exit") = 0 then acd.sv("cnt", acd.gv("cnt") + 1 ) else acd.sv("cnt", 0) endif acd.sv("exit", 0) wend'; begin update qw_text set text=sScriptVar where qwkey=1; end; 3925 Allow emails with blank body having attachment 3926 For emails with attachment and blank body to enter in to the IC system a new configurable property ” 3927 BlankWithAttachment” is added to the Poller Server. 3928 Setting this property value to 1 will enable Poller Server to treat emails with attachment having blank body as 3929 “Valid” emails. 3930 Setting this property value to 0 will enable Poller Server to treat emails with attachment having blank body as 3931 “Blank” emails. 3932 Avaya IC 7.2.7 Service Pack Release Notes 167 Perform the following configuration steps for Poller Server in ICManager after installing IC 7.2.4 SP: 3933 1. In ICManager, double-click Poller server. 3934 2. Click the Configuration tab. 3935 3. To turn on this feature, add the property ‘BlankWithAttachment’ with value '1' and click OK. 3936 Property: BlankWithAttachment 3937 Value: 1 3938 4. Update the poller server. 3939 Note: This property is not defined in the Poller server with OOTB configuration. The default value (in absence 3940 of this property on configuration tab) is '0'. 3941 Forwarding Emails with inline images on WebAgent 3942 Inline images in an incoming email are also added as attachments when the email is presented to the Agent 3943 in WebAgent. If such an email is forwarded, these inline image attachments will get forwarded as well. If the 3944 original incoming email had any attachments, the inline images will be displayed along with the original 3945 attachments. 3946 It may be confusing for an agent to differentiate between an original email attachment and an inline image 3947 added as attachment. In addition, when there are more inline images, typically images in signature that can 3948 grow in number with every reply, the attachment list grows unnecessarily due to the addition of inline images 3949 as an attachment. 3950 A new parameter "email.preview.InlineAsAttachment" is introduced in SP IC7.2.4 SP. By setting this 3951 parameter to “false”, the webagent behaves as follows: 3952 1. Webagent will not include inline images in the attachment list while rendering the email that has inline 3953 images in its body. The inline images will be displayed as inline images only and the attachment list will 3954 include only the original attachment , if any, associated with the email. 3955 2. If an agent does a “Forward Copy”, only the original attachments, if any, will be sent out. 3956 3. If an agent does a “customer history search” and selects an email that has inline images, attachment list 3957 will not include the inline images. 3958 4. If an agent changes the preference to view the email that has inline images in “Plain” mode, the webagent 3959 will display a warning message for formatting loss and render the email with plain text. Attachment list will 3960 include the inline images as an attachment along with the original attachments, if any. 3961 5. If the agent changes the email preference to view the email in "Plain" mode, then all the inline images will 3962 be attached in the attachment list. If the agent changes back the email view preference to “html” mode, 3963 then the inline images will not be rendered by the wegabent’s email editor and the attachment list will 3964 contain only the original attachment, if any. 3965 Note: If the agent does a “Forward copy” with email view preference set to “plain” mode, then the inline 3966 images will be sent as a part of the email body and not as an attachment. 3967 Perform the following configuration steps to get the new behavior after installing IC 7.2.4 SP: 3968 1. Go to the system where Avaya Agent is installed. 3969 2. Open the "Application.properties" file to set the configuration parameter value: 3970 The file is located at: Avaya IC 7.2.7 Service Pack Release Notes 168 “Default Email Cluster (Mandatory for Email Channel)” setting 3976 for WACD 3977 The “Default Email Cluster (Mandatory for Email Channel)” attribute is present under ‘WACD’ tab of WACD 3978 server. This is a required attribute for Email Channel to work properly. 3979 This attribute needs to be set for all the configured WACD servers for Email Channel. It is not marked as 3980 mandatory in ICManager as it is not required for Chat channel. 3981 Channel Throttling for Agent Clients 3982 Channel Throttling is functional for Avaya Agent Web Client, Siebel Native and SDK client as part of IC7.2.4 3983 Service Pack. 3984 When an agent goes from Auxwork state to Available state, the channels are made available based on ADU 3985 Events. The voice channel is made available first followed by the Email and Chat channels. However, this 3986 process is asynchronous. Hence, the sequence in which the channels become available may change 3987 depending on the time required for processing to make each channel available. 3988 This might cause email/chat channel going available before voice channel. Hence, the agent may get 3989 email/chat contact prior to voice contact. 3990 Channel throttle is introduced to give enough time for processing to make each channel available so that the 3991 channels become available in a required sequence that is, voice, email, and chat. 3992 ChannelThrottleTime is the delay introduced between one channel going available and prior to next channel 3993 in the sequence. Although the process continues to be asynchronous, setting sufficient Throttle Time would 3994 ensure voice channel becomes available first. 3995 To set this property in IC Manager, configure the property Agent/Desktop->ChannelThrottleTime 3996 The value is configured in seconds. The Default value is ‘0’. It is suggested that incremental values are tested 3997 to identify sufficient throttle time for the environment. 3998 PhonePresetACD parameter in Vtel.ini 3999 For Avaya Agent Rich Client, in Vtel.ini, the PhonePresetACD parameter should be set in accordance with the 4000 AutoIn parameter. Namely, if AutoIn is set to ‘y’, then PhonePresetACD should be set to ‘y’. If AutoIn is set to 4001 ‘n’, then PhonePresetACD should also be set to ‘n’. 4002 Adding devices or voice queues at runtime 4003 When new devices or voice queues are added in the IC Manager, the ADUID for the new devices are not 4004 created. Therefore, reporting does not happen for the calls added in the new queues. Whenever a new device 4005 or a voice queue is added to the system, the TSQS Server needs to be updated. This ensures that the ADUID 4006 is created for a newly added device or voice 4007 ServerFailed Loop Control for AARC 4008 If two agents happen to log in into AARC configured with the same IP, then a ServerFailed-Assign loop is 4009 initiated between the agents and the IC servers. Different agents with the same IP is not a supported 4010 configuration in AIC, but may happen under some circumstances e.g. APIPA and so on. 4011 This activity detects the loop by monitoring the intensity/rate of ServerFailed events. When such a loop is 4012 detected, the agent is prompted to log out of AARC, and web channels are disabled. 4013 The following configurations were introduced through environment variables to control the threshold rate of 4014 the LoopDetect event. 4015 CDK_LOOPCOUNT = Threshold count of ADU.ServerFailed events detected by MTT thread of 4016 CDKToolkit. Default value is 10. 4017 Avaya IC 7.2.7 Service Pack Release Notes 169 CDK_LOOPINTERVAL = Maximum interval, in seconds, between two consecutive above 4018 ADU.ServerFailed events to increment the loop-detect count. Default value is 3. 4019 SERVER_LOOPCOUNT = Threshold count of ICServer.ServerFailed events detected by event- 4020 processing thread of CDKToolkit. Default value is 5. 4021 SERVER_LOOPINTERVAL= Maximum interval (in seconds) between two consecutive above 4022 ICServer.ServerFailed events to increment the loop-detect count. Default value is 5. 4023 The following properties must to be first added and then enabled using the IC manager to enable IP 4024 verification: 4025 QUI/General/AllowSuspend: This is a Boolean property with two values – Yes and No. 4026 For No value (default): This means that Sleep/Hibernate is not allowed, and the application will exit 4027 whenever the machine resumes from either of these states. A modal message box is shown to the 4028 agent with only the OK button. On clicking OK, the application exits. In this case, the values of the 4029 other properties do not have any effect. 4030 For Yes value: This means when the machine resumes from either the Sleep/Hibernation state, then 4031 the value of the property CheckForIPOnResume is checked. 4032 Note: The resultant behavior depends on the value and other calculations based on this property. 4033 QUI/General/CheckForIPOnResume: This is a Boolean property with two values – Yes and No 4034 This property comes into effect only if the AllowSuspend property is set to Yes. 4035 For No value (default): If this value is No, then there is no check for changes in the IP address, and 4036 the agent is allowed to continue with the application. 4037 For Yes value: When this property is set to Yes, then it is verified irrespective of whether the IP for the 4038 machine is changed. 4039 * If the IP was changed, then a message is displayed to the agent and the application exits. 4040 * If the IP was not changed, then the agent is allowed to continue with the application. 4041 QUI/General/SuspendStoppedMsg (Property type String): Message to be displayed when coming out 4042 of suspension/hibernation (default exists). 4043 QUI/General/IPChangeStoppedMsg (Property type String): Message to be displayed when IP change 4044 is detected (default exists). 4045 QUI/General/LoopDetectMsg (Property type String): Message to be displayed when ServerFailed- 4046 Assign loop is detected (default exists). 4047 QUI/General/IPCheckDelay (Property type Integer): Delay before changing the IP change after 4048 resuming from hibernation (default 10 seconds). 4049 For information regarding how to add and enable properties, see: 4050 Interaction Center (IC) 7.2 Installation and Configuration. 4051 Interaction Center (IC) 7.2 IC Administration Volume 2: Agents, Customers & Queues. 4052 Note: The rate of ServerFailed-Assign loop between MTT and ADU server is 20 to 30 times more as 4053 compared to other servers. Hence, different parameters are used to set the threshold rate. 4054 GRIP#4645, No Auto-reconnect after consult-cancel 4055 Before IC7.2.4, when a consultation call is cancelled, the agent is automatically reconnected to the customer. 4056 The GRIP#4645, requires the Customer should not be automatically reconnected instead should allow the 4057 agent to initiate another consult. 4058 For example: 4059 1. Customer calls Agent1. 4060 Avaya IC 7.2.7 Service Pack Release Notes 170 2. Agent1 answers the call. 4061 3. Agent1 initiates a consultation call to Agent2. 4062 4. Agent2 is busy/no-answer/answer the call. 4063 5. Agent1 cancels the consultation call. 4064 Till IC 7.2.3, when Agent1 cancels the consultation call, Agent1 would be automatically reconnected to the 4065 customer. 4066 In IC 7.2.4, based on the following settings, Agent1 would not be automatically reconnected to the customer 4067 and his current call will be placed on-hold. Agent1 will also be able to initiate another consult. 4068 Two new properties are added under Agent\Desktop\Voice section as: 4069 AllowTransferOnHold: By default set the value as “No” 4070 If this is set to “Yes”, the call which is on Hold will be allowed to transfer/conference/consult. 4071 If this is set to “No”, the call which is on “Hold” will be not allowed to transfer/conference/consult. 4072 ReconnectOnTransferCancel: By default set the value as “Yes” 4073 If this is set to “Yes”, the call will be reconnected on cancel of conference/consult. 4074 If this is set to “No”, the call will be put on “Hold” on cancel of conference/consult. 4075 Perform the following steps on the Design and Admin machine: 4076 This section describes configuration requirements for IC7.2.4 ICManager. 4077 To perform Property Declaration In IC manager: 4078 1. Log in to IC manager. 4079 2. Go to Tools > Property Declarations. 4080 3. From Property Section select Agent/Desktop/Voice. 4081 4. Add the following properties under Agent/Desktop/Voice. Both these properties should have “Property 4082 Datatype” as “boolean”. 4083 AllowTransferOnHold. 4084 ReconnectOnTransferCancel. 4085 5. Click OK on Property Declarations dialog box after performing the previous steps. 4086 6. Go to Tools > Groups and set values for the above properties under Agent/Desktop/Voice. 4087 For default behavior: 4088 Set AllowTransferOnHold as No. 4089 Set ReconnectOnTransferCancel as Yes. 4090 ChatList – Changes to Scripts files and localized CDL files 4091 Siebel (Hybrid agents) 4092 Perform the following steps on the Design and Admin machine to enable the ChatList customization: 4093 1. The highlighted new section “ChatList” must be added as below to customize the chat-list for the localized 4094 .cdl file, for example, avaya_agent_sbl_en.cdl, to enable customization of Chat-List width, size, location 4095 etc. 4096 Avaya IC 7.2.7 Service Pack Release Notes 171 .. .. /> Note: The previous section is localized for each of the .cdl files. 4097 1. Start the Avaya Database Designer. 4098 2. Load the CCQ.ADL file in the ...\IC72\design\CallCenterQ directory. 4099 3. Incorporate any previous in-house customizations done in these replaced script files. 4100 4. Generate Windows Application. 4101 Enabling XSS filters for Public Website 4102 Perform the following steps on the machine where IC Website is installed to enable the XSS filter to prevent 4103 the XSS attacks if there are no customizations to website: 4104 1. Stop the website. 4105 2. Take a backup of the following file in a separate directory: 4106 For example, C:\BackupAYA_IC72_HOME>/comp/website/WEB-INF/web.xml 4107 3. Delete folder " Avaya IC 7.2.7 Service Pack Release Notes 172 5. Start the website service. 4123 Updating of DCO Money fields 4124 Consider the following points that specify the currency formats in the “Regional and Language Options” when 4125 updating the Money fields, if custom applications use dcoMoney fields. 4126 1. The Money fields will not accept input strings with space in between the digits for example, 123 456 789). 4127 2. The default settings for ‘Decimal symbol’ and ‘Digit grouping symbol’ of any locale used needs to be 4128 same as these default setting on the machine where DataServer runs. 4129 3. The ‘Digit grouping’ format should not be customized. Use the default formats for all the locales. 4130 Skipping ADU Events for WebServices User 4131 WebService Server can now skip receiving ADU events using a new configuration parameter in the 4132 WebServices tab of Webservices Server. 4133 Perform the following steps on the Design and Admin machine to import the sc.xml into ICManager. 4134 1. Log in to ICManager. 4135 2. Select the Manager tab and navigate to Options -> Environment -> Import Configuration. 4136 3. In the file chooser dialog box, select " Avaya IC 7.2.7 Service Pack Release Notes 173 4143 Note: Selecting the check box “Skip ADU Events for WebServices User”, prevents the Webservice Server 4144 from receiving the ADU events. By default, this check box is not checked and the server will receive ADU 4145 events. 4146 Restart the WebService on Avaya Webservices Machine after you change the above property. 4147 Disabling Authentication for IC WebServices 4148 Perform the following steps on the on Avaya Webservices Machine to Turn-Off the Authentication in IC Web- 4149 Services for Workflow Service: 4150 1. Open the Avaya IC 7.2.7 Service Pack Release Notes 174 Upgrading WebLM server from version 4.5.x.x to version 4.7.1 4166 Perform the below steps to determine the current version of WebLM Server installed in your system: 4167 1. Paste the url https:// File/Folder File Location Required Description Users.xml – File AVAYA_IC72_HOME/tomcat/webapps/W Yes, if any users are This file ebLM/admin added that are to be contains the retained. list of users. Product_folder – AVAYA_IC72_HOME/tomcat/webapps/W Yes The product Folder ebLM/data/ folder that contains the configuration files. For example, aic License file (.xml) – AVAYA_IC72_HOME/tomcat/webapps/W Yes The installed File ebLM/licenses license file usagehistory.propertie AVAYA_IC72_HOME/tomcat/webapps/W Yes The Usage s – File ebLM/data History Information weblmserver.propertie AVAYA_IC72_HOME/tomcat/webapps/W Yes, if WebLM The server s – File ebLM/data configuration properties properties have been modified file. Perform the following steps on the machine where WebLM server is installed: 4174 1. Stop Tomcat server. 4175 2. Stop the WebLM service. 4176 3. Before upgrading the WebLM server, back up the set of files as described in the previous table. 4177 4. Delete the AVAYA_IC72_HOME/tomcat/webapps/WebLM folder recursively. 4178 5. Start the tomcat server. 4179 This will extract the new WebLM.war file from the IC727 server installer of respective platforms such as 4180 AIX, Solaris, Windows. 4181 6. Stop the tomcat server. 4182 7. Restore/Overwrite the above set of files in the respective file/folder location. 4183 8. Start Tomcat/WebLM service and access WebLM. 4184 Avaya IC 7.2.7 Service Pack Release Notes 175 Adding attachments and email addresses for additional 4185 recipients to outbound email through Workflow server 4186 For more information on adding email attachments through Workflow, see the Email components topic in the 4187 Media Workflow Reference Guide. 4188 The following information overrides the information provided for Step 9, under Description for Block Name 4189 “Add Email Component”, page 230 of the Media Workflow Reference 7.2. 4190 Specifiy the attachments and additional recipients for the outbound email contact. 4191 If you want to add more than one email address to a field, separate the entries with a comma. 4192 If you want to add more than one attachment, separate the entries with a semicolon. 4193 To use this block, set the following properties in the Basic tab: 4194 BCCEmailAddresses – Adds email addresses to the BCC field 4195 ToEmailAddresses – Adds email addresses to the To field 4196 CCEmailAddresses – Adds email addresses to the CC field 4197 FileAttachments – Adds these attachments to the outbound email. 4198 To include an attachment: 4199 1. Store the file on the machine that hosts the ICEmail Server. 4200 2. Create directory "<%AVAYA_IC72_HOME%>/email/Attachments". 4201 3. Add attachment files to the directory mentioned in the previous step. 4202 Note: After the workflow changes are done, save and rebuild the flow. Reload the flow from the workflow 4203 server. 4204 Limitations: 4205 1. Primary and Secondary ICEmail should have the attachments directories in sync so that this feature 4206 works in the failover scenario. 4207 2. Display name will not be supported in the BCCEmailAddresses, ToEmailAddresses and 4208 CCEmailAddresses. 4209 3. Filename with spaces will not be supported. 4210 4. In SME/REQ and QA, email address and attachments might be added multiple times if the email goes 4211 through the outbound workflow many times. 4212 IC 7.2.5 Service Pack Configuration 4213 Avaya Agent Web Client (AAWC) Configuration 4214 Perform the following steps on the windows machine where AAWC is installed: 4215 1. Create the new webclient.war file using wargenerator.bat on WebClient machine. 4216 2. Redeploy the newly created webclient.war file on WebClient Connector machine. For more information, 4217 refer to IC 7.2 Installation and Configuration.pdf. 4218 Note: To generate webclient.war file and deploy on Windows/AIX/Solaris Webconnector machines, refer to 4219 "IC7.2 Installation and Configuration guide" on Avaya Support site at http://support.avaya.com 4220 Avaya IC 7.2.7 Service Pack Release Notes 176 Optional security configuration for IC Public Website for 4221 Modern day browsers 4222 Browsers like IE8, IE9, Chrome 21, and so on have implemented security enhancements including 4223 Clickjacking Defense. This can result in a website not being accessible when frames are used. The IC 4224 website can be secured against such attacks by adding a new element in web.xml file to address this issue. 4225 Perform the following steps on the machines where the website is installed. This is applicable for all platforms. 4226 If admin and public websites are configured on separate machines, perform the following steps for the public 4227 website. 4228 1. Stop website service. 4229 2. Browse to the following folder on the machine where website is installed: 4230 Optional security configuration to prevent SQL Injection attack 4250 on IC Admin website 4251 A new filter (sqlAttackFilter) must be enabled as part of the website configuration. This filter guards against 4252 any SQL injection attacks on the Admin website. 4253 You can locate the sqlAttackFilter parameter as Avaya IC 7.2.7 Service Pack Release Notes 177 URL with the listed patterns when detected would only be checked against "sqlHTTPAttackString" 4261 parameter values. 4262 Avaya IC 7.2.7 Service Pack Release Notes 178 UTF-8 Encoding for outgoing emails from WebAgent 4301 At present, an agent can select a character set of an outgoing email. If the agent does not select any 4302 character set exclusively, a default character set, that is usually the top character set in the list, gets selected 4303 which can cause issues with email rendering at the end customer. 4304 To address such issues, WebAgent behavior has been changed in SP 7.2.5 to check whether an email body 4305 can be encoded using UTF-8 encoding irrespective of the character set selected by the agent. 4306 An email will be sent with UTF-8 encoding when the following conditions are met: 4307 1. Email body of outgoing email cannot be completely encoded in selected character set (either explicitly 4308 selected by the agent or default selection) 4309 2. Either one or both of the following: 4310 Attribute ‘email.charsetdetection.coverttoutf8’ is set to true. 4311 If the email body can be completely encoded using UTF-8. 4312 In all other cases, an email will be sent in the selected character set. 4313 Note: The default value of the parameter email.charsetdetection.coverttoutf8 is true. It can be set to ‘false’ 4314 using the following steps: 4315 1. On AARC machine, open AVAYA_IC72_HOME\Webagent\Application.properties file using a text editor. 4316 2. Search if email.charsetdetection.coverttoutf8’ parameter is present or add if it is not present. 4317 3. Change or add the following: 4318 Email.charsetdetection.converttoutf8 = false 4319 Note: If the parameter email.charsetdetection.coverttoutf8 is not present in the Application.properties file, the 4320 behavior is same as when the value is ‘true’. 4321 Log Collector Configuration 4322 Perform the following steps only if your setup had Log Collector configured to collect the log files prior 4323 to installation of SP 7.2.5. 4324 1. Close all instances of LogCollectorClient that may be running on your Design and Admin machine. 4325 2. Deleting the existing LogCollector instances. 4326 a. Log in to IC Manager as Admin. 4327 b. Stop all instances of the LogCollector server. 4328 3. Delete all instances of the LogCollector server. 4329 To import the sc.xml file perform the following steps on Design and Admin machines: 4330 1. Log on to IC Manager as Admin. 4331 2. From the IC Manager, click Manager > Options > Environment. 4332 3. Click Import Configuration. 4333 4. From the Open dialog box, select the sc.xml file and click Open. 4334 5. If the file is successfully validated, validate that the sc.xml dialog box displays the Successfully 4335 Validated message. 4336 6. If the validation is unsuccessful you will get an xml parsing error. In this case, address the issues 4337 causing the error and perform the steps 3 through 6 again. 4338 Note: If you have merged any previous customization changes in the new sc.xml file, check if the 4339 the xml syntax is well-formed and import the sc.xml file again. 4340 Avaya IC 7.2.7 Service Pack Release Notes 179 Siebel AICD Server Logging 4341 Siebel AICD logging is enhanced to allow configuring the file count and file size. These parameters are 4342 configured in the AICD.ini file. Perform the following steps for increasing the log file size or log file count. 4343 Steps to increase log file size and log file count: 4344 1. Shutdown the Communications Session Manager component from the Siebel Server Administration 4345 screen, if it is already running. 4346 2. Open the AICD.ini file from Siebel Server's bin directory or the location of the AICD installation in any text 4347 editor like Notepad. 4348 3. Add the following section below the "Version" section in the AICD.ini file. The values specified in this 4349 document are given as examples. You can replace them with any other numeric values according to your 4350 requirements. The file size is measured in bytes. 4351 [SiebelAICDLog] 4352 FileCount = 5 4353 FileSize = 25000000 4354 4. Save and close the AICD.ini file. 4355 5. Start the Communications Session Manager component from the Siebel Server Administration screen. 4356 The default values used when these parameters are not configured are: 4357 FileCount = 2 4358 FileSize = 2000000 4359 Website Logging 4360 Prior to SP 7.2.5, the MTT logging and tomcat webserver logging for website were captured in the same log 4361 file that is, website.log (default). This behavior has been changed from SP 7.2.5 onwards. 4362 The summarized changes are as follows: 4363 1. The MTT logging will continue to be captured in the “website.log”, whereas the tomcat webserver logging 4364 for website will now be captured in the “website_debug.log” file. 4365 2. If the website global name is other than the website, then the log file name would be according to the 4366 global name, that is, Viewing of Chat Transcript 4374 The View Transcript functionality in WACD Admin pages under IC Web Self Service -> View Transcripts has 4375 been modified from SP 7.2.5 onwards. 4376 The summarized changes are as follows: 4377 1. A new search functionality has been added. You can now type/paste a Chat ID (EDU ID) in the “Call ID” 4378 text box and click ‘Submit Query’ below the search box to see the transcript for that Chat ID. 4379 2. The existing “Select a Task-ID” drop-down continues to be present. However, the maximum number of 4380 Chat IDs fetched from the DB to populate in the drop-down list is restricted. 4381 Avaya IC 7.2.7 Service Pack Release Notes 180 3. Click ‘Submit Query’ after selecting a Task-ID from the “Select a Task-ID” drop-down list to display the 4382 transcript for the Chat ID selected for the first time. Thereafter, upon selection from the drop-down will 4383 display the transcript for the selected Chat ID. 4384 4. The number of records populated in the “Select a Task-ID” drop-down is based on following parameters 4385 that can be customized in “ IC 7.2.6 Service Pack Configuration 4403 Preventing Duplicate chat 4404 Majority of the IC customers using the chat channel use the out-of-the-box (OOTB) website core engine to 4405 escalate chat into the IC system. 4406 The OOTB chat is designed to gather user inputs using the escalate.jsp page .Thereafter, the customer is 4407 directed to htmlcclient.jsp page where the actual chat begins with an agent. All the requisite parameters 4408 required for successful chat escalation are in the form of request parameters appended to the htmlclcient.jsp 4409 URL. 4410 There is a possibility that a chat might be re-escalated within the IC system in following scenarios: 4411 Some browsers provide the facility of storing and reopening the last browsed-session pages. 4412 Therefore, if the user closes the browser after the chat ends, there is a possibility that the chat might 4413 get re-escalated within the IC system unintentionally. 4414 The user unintentionally refreshes the page after the chat is ends. 4415 The expected behavior is that the user must fill in the details and the initial question for every attempt to 4416 escalate a live chat to an Agent. 4417 Note: Only Avaya APS or Avaya channel partners must perform the following procedure: 4418 To enable the prevention of redundant chat for the customized chat solution, perform the following steps: 4419 1. Add specific Metadata properties. 4420 2. Set/Unset specific browser cookie attributes. 4421 3. Set specific attributes as part of the Java HttpSession Object. 4422 4. Change the Warning text messages of the redirected URL, if required. 4423 Avaya IC 7.2.7 Service Pack Release Notes 181 Adding metadata properties 4424 1. In a Web browser, navigate to the IC Website administration page. 4425 http:// Setting specific browser cookie attributes 4450 1. The chat_escalate cookie is set to true as a part of escalate.jsp page. 4451 This cookie is set to false when the customer escalates a successful chat for the first time. 4452 2. The aicEscStartURL cookie is set to wru.jsp and remains set in the browser page of the customer. 4453 This URL is the page that the customer sees in the docked window when the chat is escalated. 4454 3. (Optional Step): Set the Domain attribute as part of the cookie initialization. 4455 The OOTB website has the cookie setting code where the Domain attribute must be set and this is 4456 based on the customer configuration of the chat pages. 4457 escalate.jsp. (%AVAYA_IC72_HOME%\comp\website\public folder) 4458 htmlchatrcc.jsp (%AVAYA_IC72_HOME%\comp\website\public\htmlclient folder) 4459 chathandler.js.jsp (%AVAYA_IC72_HOME%\comp\website\public\htmlclient folder) 4460 The first two attributes must be set as part of browser cookie of the customer before the customer can 4461 escalate a chat. 4462 Setting specific attributes as part of the Java HttpSession Object 4463 1. role: The customer for a authenticated customer or guest otherwise. 4464 2. tenant: The tenant name. 4465 3. sessionUser : Type com.quintus.usermanager. 4466 Avaya IC 7.2.7 Service Pack Release Notes 182 The first two parameters must be part of the HttpSession Object before a successful chat escalation. 4467 Changing the warning text messages of the redirected URL 4468 This is applicable for chat.htmlclient.redundant.action = redirect case only. 4469 On detecting that a duplicate chat is being escalated, for a docked/undocked chat, the customer is 4470 redirected to an escalate.jsp page where a warning is shown to the customer. 4471 This warning message can be customized for each customer upon redirection. Look for “warningText” 4472 attribute of the escalate.jsp page. 4473 OOTB Chat Behavior for various chat.htmlclient.redundant.action attributes 4474 The following tables show the OOTB chat behavior for various chat.htmlclient.redundant.action attributes: 4475 chat.htmlclient. First valid Successive chat Successive chat Successive chat 4476 chat escalation , escalation , escalation , redundant.action 4477 escalation accessing the accessing the accessing the htmlclclient.jsp htmlclclient.jsp htmlclclient.jsp page directly page directly page directly [DOCKED/VALID [UNDOCKED/VALID [DOCKED/INVALID USER SESSION] USER SESSION] USER SESSION] none Chat would Allow the chat to be Allow the chat to be The user would be be escalated. escalated. redirected to escalate escalated. and hence account.jsp page. redirect Chat would User would be The popup The user would be be redirected to chatframe.jsp would be redirected to escalate escalated. escalate.jsp page. closed and the user and hence would be redirected to account.jsp page. escalate.jsp page. alert Chat would An popup option An popup option would If the user clicks Ok be would be displayed be displayed asking after the session escalated. asking the user if the user if he needs to expires, then the chat he wants to escalate the chat. escalation would fail escalate the chat eventually. OK : Will escalate the OK : Will escalate chat again. Also accessing the the chat again. htmlclient.jsp page directly after the user Cancel : Will prevent session has expired Cancel : Will the chat escalation. would redirect him to prevent the chat escalate and hence escalation. account.jsp Avaya IC 7.2.7 Service Pack Release Notes 183 4478 chat.htmlclient. Successive chat Successive chat Successive chat escalation , escalation , escalation , redundant.action accessing the refreshing the refreshing the htmlclclient.jsp page chatframe.jsp page chatframe.jsp page directly directly directly [UNDOCKED/INVALID [UNDOCKED/VALID [UNDOCKED/INVALID USER SESSION] USER SESSION] USER SESSION] none Closing and opening the Allow the chat to be Closing and opening the browser by waiting for escalated. browser by waiting for session to expire , the session to expire , the user would be redirected user would be redirected to escalate and hence to escalate and hence account.jsp page. account.jsp page. redirect Closing and opening the User would be Closing and opening the browser by waiting for redirected to browser by waiting for session to expire , the chatsessionexpire.jsp session to expire , the user would be redirected page. user would be redirected to escalate and hence to escalate and hence account.jsp page. account.jsp page. alert If the user presses the Ok An popup option would If the user presses the Ok button after the session be displayed asking button after the session expires then the chat the user if he needs to expires then the chat escalation would fail escalate the chat. escalation would fail. eventually. OK : Will escalate the Upon refreshing the Also accessing the chat again. chatframe.jsp page htmlclient.jsp page thereafter would redirect directly after the user the user to session has expired Cancel : Will prevent chatsessionexpire.jsp would redirect him to the chat escalation. page. escalate and hence account.jsp Note: For CIRS and when action = redirect, once the htmlclient.jsp is refreshed, the page would be redirected 4479 to a JSP page specified by website.pages.login metadata attribute. This attribute points to account.jsp in the 4480 OOTB website. 4481 Web Form Design for Collaborative Form Filling 4482 Collaborative Form Filling feature enables the customer and the agent to collaborate and fill forms on the web 4483 pages that are pushed by either the customer or the agent. 4484 4485 The web page forms for the collaboration feature must meet the following design guidelines: 4486 1) HTML declaration should be present in the HTML document in which the form is 4487 present. 4488 2) The form must be inside an HTML body tag. 4489 3) It is mandatory to have the elements inside an HTML Form tag. 4490 4) Every element should have unique ID except a radio button. 4491 5) In case of radio button, every sub-element must have unique name. 4492 Avaya IC 7.2.7 Service Pack Release Notes 184 Note: These guidelines are not specific to SP 7.2.6 and apply to all version of IC. 4493 The design guidelines mentioned previously are illustrated as follows: 4494 4495 4496 Enabling Refresh AddressBook button for ASIS server 4509 When using native Siebel integration, if a new agent is added or an agent is deleted from ICManager, the 4510 ASIS server did not get updated. As a result of this, the changed agent information would not be available 4511 until after restart of the ASIS server. In order to refresh the changed agent information without the ASIS 4512 server restart, a new button, ‘Refresh AddressBook’, has been added in the ASIS server configuration. 4513 From SP 7.2.6 onwards, when using native Siebel integration, if a new agent is added or an agent is deleted 4514 from ICManager, you can click ‘Refresh AddressBook’ in ASIS server configuration to make the changed 4515 agent information available. 4516 To activate the newly added ‘Refresh AddressBook’ button for ASIS server, import the sc.xml file shipped with 4517 SP 7.2.6 or later by following the steps mentioned in ‘Importing the sc.xml file’ section in this document. 4518 Changes to ICM Server and CIRS Log files 4519 The ICM server log file name has been changed from icmlog.txt to icmserver.log in SP 7.2.6. The name of the 4520 backup log file created upon rollover of ICM log has been changed to icmserver.bak. The CIRS log file name 4521 has been changed from cirslog.txt to cirslog.log in SP 7.2.6. The name of the backup log file created upon 4522 rollover of CIRS log has been changed to cirslog.bak. 4523 The name of the property ‘Maximum Property Management Log Size (KB)’ has been changed to ‘Maximum 4524 ICM Log size (KB)’ in SP 7.2.6. The ‘Maximum ICM Log size (KB)’ parameter defines the maximum size of 4525 The minimum size of icmserver.log has been fixed at 10240-KB. If the value of ‘Maximum ICM Log size (KB)’ 4528 parameter is set to lower than 10240 in IC Manager, the ICM server treats the maximum size of icmserver.log 4529 as 10240-KB. 4530 Perform the following steps to set the maximum log file size for ICM server i.e. for icmserver.log: 4531 1) Log in to the IC Manager and go to the Configuration tab. 4532 2) Select Chat. After the tree expands, select ICM under Chat. 4533 3) Select New to define a new ICM configuration or select an existing ICM to edit. 4534 Avaya IC 7.2.7 Service Pack Release Notes 185 4) Right-click the configuration page and select Show Advanced properties. 4535 5) Change the value of the ‘Maximum ICM Log Size (in KB)’ parameter to the required value greater 4536 than 10240-KB. 4537 4538 Note: Make sure that ICM global name specified here is same as the dsObjectName of the “SystemParms.txt” 4539 file. See the IC 7.2 Installation and Configuration guide for more information. If you need to specify a different 4540 ICM value for ‘Maximum ICM Log size (KB)’ parameter for different servers, then create a separate ICM 4541 configuration in the IC Manager with a unique global name. 4542 4543 ChannelWeightFactor for Business Advocate 4544 Introduction 4545 The Least Occupied Agent (LOA) or Most Idle Agent (MIA) algorithms of IC Business Advocate are enhanced 4546 to use additional attribute of ChannelWeightFactor. ChannelWeightFactor has been part of IC from IC 7.1 4547 onwards. ChannelWeightFactor allows assigning a weight factor for each channel, giving additional channel 4548 priority selection. 4549 As documented in the Administration guide, the weight factor for every channel can be configured by setting 4550 the Resource Manager (RM) Server configuration attributes: 4551 1) ChannelWeightFactorVoice – for voice calls 4552 2) ChannelWeightFactorChat – for chat contacts 4553 3) ChannelWeightFactorEmail – for email contacts 4554 Each of these attributes can be set to an integer value. When the attribute is not configured, the default value 4555 is read as 1. 4556 Description of the ChannelWeightFactor 4557 The ResourceManager multiplies the ChannelWeightFactor for each channel by the number of contacts that 4558 are currently serviced by the agent for that channel. The resulting value is called agents' Weighted Contact 4559 Value. The Weighted Contact Value is calculated for every channel of every agent. 4560 The RM selects the next available agent that has the lowest value of Weighted Contact Value. 4561 Example Scenario: 4562 Two agents are configured to handle a maximum of two contacts at a time – with maximum of two voice or 4563 two chats or one voice and one chat at the same time. Both of these agents have voice and chat channel 4564 enabled. 4565 When ChannelWeightFactor is not specified (default value of 1), the behavior is as follows: 4566 1) Agent1 and Agent2 are available. 4567 2) A new call arrives and is matched to Agent1. 4568 3) A new chat arrives and is matched to Agent2. 4569 4) Another new chat arrives and is matched to Agent1. 4570 The RM using LOA and MIA algorithms can select agent1 to deliver the second chat. 4571 There may be a requirement to send the second chat to Agent2, although this agent may not be the selected 4572 agent using LOA or MIA algorithm. The rational is that preference is given to voice channel over chat 4573 channel. Therefore, one agent handling two chats simultaneously may be preferred over one agent handling 4574 one voice and one chat at the same time. 4575 This can be done by setting the configuration attributes: 4576 ChannelWeightFactorVoice = 2 4577 ChannelWeightFactorChat = 1 4578 Avaya IC 7.2.7 Service Pack Release Notes 186 With this configuration, the behavior changes as follows: 4579 1) Agent1 and Agent2 are available 4580 2) A new call arrives and is matched to Agent1 4581 Weighted Contact Value = ChannelWeightFactorVoice * Number of voice calls currently serviced by 4582 the agent 4583 Therefore, Weighted Contact Value for Agent1 = 2 * 1 = 2 4584 3) A new chat arrives and is matched to Agent2 4585 Weighted Contact Value = ChannelWeightFactorChat * Number of chat contacts currently serviced by 4586 the agent 4587 Therefore, Weighted Contact Value for Agent2 = 1 * 1 = 1 4588 4) A new chat arrives. This can be matched with Agent1 or Agent2 as both are enabled for chat 4589 channel. 4590 However, Weighted Contact Value for Agent2 < Weighted Contact Value for Agent1 4591 Hence, the chat is delivered to Agent2. 4592 4593 Logging for Business Advocate Agent Watcher 4594 Logging support is added for Business Advocate Agent Watcher from SP 7.2.6 onwards. Agent Watcher 4595 creates a log file in AVAYA_IC72_HOME\logs folder with the name AgentWatcher.log. 4596 The AdvocateSetup.log file is used to capture the log messages from the Business Advocate Config Tool. 4597 The configuration parameter below is applicable to the AdvocateSetup.log file as well. 4598 To configure the log file size, add the following section in mosaix.ini file located in the nethome folder: 4599 [Debug] 4600 LogFileSize=10 4601 When this parameter is not configured, the default log file size is 10-MB. One backup file is created when the 4602 log file rolls over. 4603 4604 Using Lower case for Agent ID in custom SDK clients 4605 From SP 7.2.6 onwards, the SDK server does not convert the Agent ID from the incoming login request to 4606 lowercase as it results into unexpected behavior subsequently. The SDK now passes the login request for 4607 authentication as is. The SDK sample clients have been changed to convert the Agent ID, from the login 4608 request, to lower case before sending to the SDK Server for authentication. 4609 4610 The custom SDK clients need to have a logic to convert the Agent ID to lower case before sending the login 4611 request to the SDK server. 4612 Escaping Account creation / modification page of Admin 4613 website from SQL Injection Filter 4614 This configuration is required if you use the IC database to store information about registered chat customers 4615 and if you use the Create Account webpage of the Admin website. 4616 These steps need to be performed on the IC server machine where the website is deployed. The following 4617 procedure is for the Windows platform. The steps are the same for Solaris and AIX platforms except for the 4618 file and directory naming conventions, and difference of method of starting and stopping the Tomcat web 4619 server. 4620 1. Stop the IC Website. See the IC Install and Configuration guide for the platform specific start and stop 4621 procedure. 4622 2. Go to the %AVAYA_IC_HOME%\IC72\comp\website\WEB-INF location. Back up the web.xml file. 4623 3. Open the web.xml file using a Text Editor. 4624 4. Locate the filter by name, sqlAttackFilter, shown as Avaya IC 7.2.7 Service Pack Release Notes 187 5. Within the same filter definition section, locate the element: IIS-Tomcat Redirector configuration 4638 When you host a customer website on IIS, a third-party ISAPI filter is used to redirect requests for the IC 4639 website to the Tomcat Server that hosts the Web Management Service. This filter (isapi_redirect.dll) is also 4640 known as Tomcat Redirector. The Tomcat Redirector has been upgraded in this service pack 4641 IC ships Tomcat Redirector with the RTM installer in order to enable customers to use the filter, if required. 4642 When you deploy the IC website, the configuration tool installs the ISAPI filter to be used with IIS on 4643 Windows. 4644 For the Tomcat Redirector to function properly, certain configurations are required on the IIS side: 4645 The application pool, under which the website runs, must have worker-recycling disabled. 4646 1. To determine the application pool under which the website runs, click the website, and select 4647 Advanced Settings in the Actions panel. The Application Pool used for the website can be read or set 4648 from the dialog box that the system displays. Note the application pool used. 4649 2. Click the Application Pool Node. Select the application pool noted in the previous step, and click 4650 Advanced Settings from the Action panel. 4651 3. Make the following changes to the settings: 4652 a. Set Limit Interval under CPU to 0. 4653 b. Set Idle Time-out under Process Model to 0. 4654 c. Set Regular Time Interval under Recycling to 0. 4655 d. Set Disable Recycling for configuration changes under Recycling to true. 4656 Typically, the Tomcat Redirector is installed on a customer-facing website, and the Tomcat server resides in 4657 the local LAN across a firewall. Problems can occur with idle connections due to firewalls that are often 4658 deployed between the web server layer and the backend. Depending on the configuration, the firewall can 4659 silently drop connections from their status table after configuration. The Tomcat Redirector and the Tomcat 4660 server will treat this situation as if the other side is not answering any traffic. 4661 However, since TCP is a reliable protocol, TCP detects the missing TCP ACKs and tries to resend the 4662 packets for a relatively long time, typically several minutes. Therefore, the Tomcat Redirector or Tomcat 4663 server will not be able to detect connection loss until after some time. 4664 Firewall related configurations are provided to minimize issues due to connection drops due to firewall 4665 timeouts: 4666 1. You must always use connection_pool_timeout and connection_pool_minsize on the Tomcat 4667 Redirector side and connectionTimeout on the Tomcat side to prevent idle connection drop. 4668 Avaya IC 7.2.7 Service Pack Release Notes 188 2. The recommended value for the connection_pool_timeout parameter is approximately 10 minutes. 4669 Therefore, set the value for the connection_pool_timeout parameter to 600 seconds. If you use this 4670 attribute, also set the attribute connectionTimeout in the AJP Connector element of your Tomcat 4671 website.server.xml configuration file to an analogous value. 4672 Note: The connectionTimeout parameter is in milliseconds. Therefore, if you set Tomcat Redirector 4673 connection_pool_timeout to 600, you should set the Tomcat connectionTimeout parameter to 600000 4674 The Tomcat Redirector has been upgraded in this service pack and consequently some of the directives used 4675 in the Tomcat Redirector configuration files have changed. For details on deprecated directives, refer: 4676 http://tomcat.apache.org/ connectors-doc/reference/workers.html. 4677 IC 7.2.7 Service Pack Configuration 4678 TS Set exceeding the field length in the database: 4679 The value of TS Set is stored in the voicets_set field of the dbo.queue table in the repository 4680 database. If the cumulative size of the Telephony Server names that you add in TS Set exceeds the default 4681 size of the voicets_set field, ICManager might display an error message Error while applying changes. 4682 Internal error. 4683 The following table gives the default size of the voicets_set field in different databases: 4684 Database Default size MS SQL 255 IBM DB2 765 Oracle 765 To store the TS Set value in the database, you can either use short names for the Telephony servers that 4685 you want to add in TS Set or increase the voicets_set field size in the database. 4686 You must increase the field size only by using the Database Designer application. You must not change the 4687 field size directly in the database. For more information about using Database Designer, see IC Database 4688 Designer Application Reference. 4689 4690 New Connection properties for SDK login issue 4691 SDK agents cannot login after network issue. To resolve this issue, following properties can be configured in 4692 web.xml 4693 4694 basicservices.cacherefreshattempt: 4695 Specifies the maximum number of attempts to retrieve the data from DB if there are 4696 problems while retrieving data. The default value is 60 attempts. 4697 4698 basicservices.cacherefreshinterval: 4699 Specifies the interval in milliseconds between two attempts. The default value is 1000 milliseconds. 4700 4701 Avaya IC 7.2.7 Service Pack Release Notes 189 Uninstall program 4702 The Avaya IC 7.2.7 Installation program installs an Uninstall Program that can uninstall the files from the IC 4703 7.2.7 installation and returns your system to its previous state and preserves the files. If your installation fails, 4704 you must run the Uninstall program before attempting to rerun the Installation program. 4705 When the Service Pack installer fails to complete the installation, any one of the following events may happen 4706 based on the progress achieved during installation: 4707 The uninstaller is created 4708 You need to run the uninstaller to remove the Service Pack to restore the system to its original state. 4709 After running the uninstaller, the system is restored to its previous state. 4710 The uninstaller is not created 4711 When the uninstaller is not created, it implies that the Service Pack installer has already rolled back 4712 all the changes made to the system during installation. In this case, no action is required from the 4713 user. 4714 Before running the Uninstall program 4715 1. For uninstalling servers, stop all of the servers using the procedures described in Stop IC services and 4716 Stopping IC servers. 4717 2. Exit the Agent and IC Manager applications on the system. 4718 Note: On the AIX platform, you need to kill the processes that use the Rogue Wave binary files installed 4719 on the system. 4720 Perform the following steps before performing the uninstallation on the AIX platform: 4721 Change directory to $AVAYA_IC72_HOME/lib. 4722 At the command line, type the following command: slibclean 4723 At the command line, type the following command: 4724 o fuser -k lib*12d*.a 4725 o fuser -k lib*.so 4726 After running the fuser -k lib*12d*.a and fuser –k lib*.so commands, type the following at the 4727 command line: 4728 o fuser lib*12d*.a 4729 o fuser lib*.so 4730 No process IDs should be displayed in the results after running this command. However, even if one 4731 process ID is displayed in the results, then you need to restart the AIX machine. 4732 Uninstall 4733 Perform the following steps on a system from where you want to uninstall IC 7.2.7 files: 4734 1. Navigate to the following directory: 4735 Windows: ...\IC72\ICServicePacks\7.2.7\ Avaya IC 7.2.7 Service Pack Release Notes 190 Windows 4739 Double-click the uninstall7.2.7.bat file. 4740 Solaris and AIX (server only) 4741 1. At the command prompt, type: ./uninstall7.2.7.sh. 4742 2. Press Enter. 4743 3. On the Welcome screen, click Next. 4744 4. The next screen indicates the directory from which the files are uninstalled. 4745 5. Click Next to start the Uninstall program which: 4746 b. Restores the component to its previous state. 4747 6. Displays confirmation of a successful uninstallation with a list of uninstallation warnings and errors that 4748 were encountered. 4749 7. Click Finish if the uninstallation is successful. 4750 On the Windows platform, restart the machine for the system to be restored to its previous state. Solaris and 4751 AIX systems do not require restarting the machine. Note: After the un-installation is complete, sometimes the 4752 uninstall program does not delete the 7.2.x where x is SP number for which uninstall program is executed. 4753 For example, 7.2.7 for SP 7 subfolder or some of the sub-folders in it. In such a case, you need to manually 4754 delete the 7.2.x subfolder from the .../IC72/ICServicePacks folder. 4755 Un-Installation using the Silent command line option 4756 IC 7.2.7 Service Pack components can be uninstalled using the Silent command line option. IC 7.2.7 Service 4757 Pack supports only the Silent option. When you run un-installation in silent mode, the user interface is not 4758 available. 4759 Silent mode 4760 In a silent mode, rerun the same uninstallation in silent mode on another machine using the inputs from this 4761 text file. 4762 To re-run the uninstaller in silent mode: 4763 1. From the command prompt (command line, in case of Solaris and AIX), go to the following directory: 4764 Windows: 4765 ...\IC72\ICServicePacks\7.2.7\ Operating System Command Windows uninstall7.2.7.bat -silent Avaya IC 7.2.7 Service Pack Release Notes 191 Operating System Command Solaris and AIX ./uninstall7.2.7.sh -silent 3. Press Enter. 4775 Note: After the un-installation is complete, sometimes the uninstall program does not delete the 7.2.x where x 4776 is SP number for which uninstall program is executed. For example, 7.2.7 for SP 7 subfolder or some of the 4777 sub-folders in it. In such a case, you need to manually delete the 7.2.x subfolder from the 4778 .../IC72/ICServicePacks folder. 4779 Avaya IC 7.2.7 Service Pack Release Notes 192 Technical Support 4780 If you experience trouble with IC 7.2.7, you should: 4781 1. Retry the action. Carefully follow the instructions in written or online documentation. 4782 2. Check the documentation that came with your hardware for maintenance or hardware-related problems. 4783 3. Note the sequence of events that led to the problem and the exact messages displayed. Have the Avaya 4784 documentation available. 4785 4. If you continue to have a problem, contact Avaya Technical Support by: 4786 5. Logging in to the Avaya Technical Support Web site http://www.avaya.com/support 4787 6. Calling or faxing Avaya Technical Support at one of the telephone numbers in the Support Directory 4788 listings on the Avaya support Web site. 4789 You may be asked to email one or more files to Technical Support for analysis of your application and its 4790 environment. 4791 Note: If you have difficulty reaching Avaya Technical Support through the above URL or email address, visit 4792 http://www.avaya.com for further information. 4793 Avaya Global Services Escalation Management provides the means to escalate urgent service issues. 4794 For information about patches and product updates, see the Avaya Technical Support Web site 4795 http://www.avaya.com/support. 4796 You can contact Avaya Technical Support through Internet, e-mail, or telephone. To contact Avaya Support 4797 by telephone, call at one of the following numbers: 4798 Global Support Services (GSS) +1 800 242 2121 4799 Canada Customer Care Center +1 800 387 4268 4800 Remote Service Center Hungary +36 1238 8807 4801 Caribbean and Latin America +1 786 331 0860 4802 EMEA Services - Post Sales Technical Support +31 70 414 8720 4803 Asia/Pacific Regional Support Center +800 2 28292 78 / +65 6872 5141 and 4804 +0080066501243 (India) 4805 For details on contact information, visit: http://www.avaya.com/support 4806 Avaya IC 7.2.7 Service Pack Release Notes 193 Service Pack files list 4807 For information on the time stamp and version number of various service pack files for Avaya Interaction 4808 Center 7.2.x, see the Service Pack file list with modification time stamp and version numbers for Avaya 4809 Interaction Center 7.2.x document on the Avaya Support site: http://www.avaya.com/support 4810 Avaya IC 7.2.7 Service Pack Release Notes 194 Customer found defects, known issues and 4811 workarounds, troubleshooting, and 4812 improvements 4813 For information on issues and improvements included in Avaya Interaction Center 7.2.7 release, see 4814 the List of Fixed Issues, Improvements, Known Issues and Workarounds, and Troubleshooting for 4815 Avaya Interaction Center 7.2.7 document on the Avaya Support site: 4816 http://www.avaya.com/support 4817 Avaya IC 7.2.7 Service Pack Release Notes 195 Acronyms 4818 The following table provides the expansions of some of the commonly used acronyms in IC: 4819 Acronym Expansion ADU Agent Data Unit CRM Customer Relationship Management OWT Oldest Wait Time TS Telephony Server TSA Telephony Server Adapter WAA Web ACD Adapter VESP Voice Enhanced Services Platform IIS Internet Information Server (Microsoft product) WACD Web ACD – Web Automatic Call/Contact Distributor AICD Avaya Interaction Center Driver CA Certificate Authority EDU Electronic Data Unit NMS Network Monitoring System OID Object ID 4820 4821 Avaya IC 7.2.7 Service Pack Release Notes 196