Psn005638u-End of Adobe Flash Support for Reporting UI in Contact

Home , Pale Moon (web browser)

Product Support Notice © 2020 Avaya Inc. All Rights Reserved. PSN # PSN005638u Avaya Proprietary – Use pursuant to the terms of your signed agreement or company policy. Original publication date: 20-Jun-2020. This is issue: 05, published date: Severity/risk level High Urgency Immediately 30-Dec-2020. Name of problem End of Adobe Flash support for reporting UI in Contact Analyzer.

Products affected All Contact Analyzer releases.

Problem description Adobe will end support for the Flash Player on December 31, 2020 - https://www.adobe.com/products/flashplayer/end-of-life.html and https://www.adobe.com/products/flashplayer/enterprise-end-of-life.html. Please note that this information has been updated recently by Adobe in December 2020.

The Contact Analyzer reports may experience browser errors or blank report data as Microsoft is going to remove Flash support from Internet Explorer and Edge. Other major browsers are doing the same (Chrome, Firefox).

The reports cannot be viewed once Adobe Flash is no longer supported.

The core functionality of Contact Analyzer will continue to work. It will continue to process ECH call records into the database and generate cradle-to-grave ID’s for customers that access that information directly via ODBC.

Resolution Customers can apply the below workaround procedures to an existing installation.

Workaround or alternative remediation

The customer can choose from multiple options to mitigate the issue:

1. Avaya Alternate Access Utility An “Alternate Access Utility” is available to eligible customers as an option to continue using specific older releases of named Avaya products (including Contact Analyzer) requiring Adobe Flash Player after its end of support date of December 31, 2020. The utility is provided for administrative, reporting or monitoring purposes. Please see some key characteristics of the utility below:

• The Avaya Alternate Access Utility acts as a replacement for existing Web browsers and allows access to CA systems “as is” greater or equal release 1.0. The utility is targeted to provide embedded support for Adobe Flash Player (no further plug-in is required). o Please note that certain components of the utility won’t receive any updates in order to preserve the functionality of running Adobe Flash Player after its end of life date. • It is licensed for a fixed term until December 31, 2021. o Customers are asked to upgrade to Avaya Analytics Service to remove the need for Adobe Flash until the end of 2021. The utility will stop rendering Adobe Flash content after this date. • It requires to be installed on the workstation or laptop of the CA user running Microsoft Windows 10 64-Bit. • Access to URLs and for Adobe Flash content is restricted. URLs are restricted based on Avaya products supported. The utility must NOT be used for open Web browsing. • The Avaya Alternate Access Utility is available to customers outside the People’s Republic of China only, if the conditions below are met: o The customer has an active Avaya Services agreement for Contact Analyzer.

The Avaya Alternate Access Utility is not available to customers or users within the People’s Republic of China.

The Avaya Alternate Access Utility is available via support.avaya.com at https://support.avaya.com/products/P0951/contact-analyzer/All

An Avaya login is required to download the utility from PLDS. Customers need to open a Service Request (SR) to obtain a key to decrypt the software prior to install. A Service Request needs to be opened for each customer individually, but not separately for each Avaya product that the utility supports. E.g. customers may open one SR for the utility but then use it for Proactive Outreach Manager and Contact Analyzer.

Please make sure that the keywords: “Avaya Alternate Access Utility for Contact Analyzer (CA)” are included in the Service Request.

2. Prevent browser upgrades Many enterprises control if and when their browsers are upgraded. Browser upgrades for CA users would need to be delayed or stopped while CA use is needed.

This option needs to be managed by the customer. Avaya is unable to provide additional details since:

• Customer environments are different. • Customers may have different agreements with their suppliers of the enterprise browser. • Not all detail is fully known or may even change in the future on how and when upgrades or patches will be provided by Adobe or the browser suppliers. Customers are asked to keep this in mind when planning their strategy. Customers should contact Adobe or their browser supplier for feasibility and support on this option. • Please take note of the latest updates from Adobe concerning Flash Player, starting to block Flash content January 12, 2021. Please see further detail at https://www.adobe.com/products/flashplayer/enterprise-end-of-life.html and https://www.adobe.com/products/flashplayer/end-of-life.html. Customers may find especially the details on Allow lists helpful in their planning.

3. Use a browser that keeps Flash supported Certain browsers, e.g. Pale Moon, made statements that they will continue support for the Adobe Flash plug-in beyond December 21, 2020 - https://www.palemoon.org/roadmap.shtml.

It could be an option to use such a browser to access CA reports.

This option needs to be managed by the customer. Avaya is unable to provide further details in addition to the below:

• If you choose to pursue this option, Avaya recommends switching to such a browser well in advance of December 31, 2020 to ensure that all required components are in place. • Please note that the Adobe Flash plug-in needs to be installed in addition to Pale Moon. Customers need to ensure that they have such plug-in available for installation separately. • Not all detail is fully known or may even change in the future on how and when upgrades or patches will be provided by Adobe or the browser vendors. Customers are asked to keep this in mind when planning their strategy. • Please take note of the latest updates from Adobe concerning Flash Player, starting to block Flash content January 12, 2021. Please see further detail at https://www.adobe.com/products/flashplayer/enterprise-end-of-life.html and https://www.adobe.com/products/flashplayer/end-of-life.html. Customers may find especially the details on Allow lists helpful in their planning.

It needs to be assumed that Adobe Flash can’t be downloaded anymore from Adobe after 31 December 2020. Avaya recommends that customers keep a copy of a full Adobe Flash Player installer for the users impacted. The Adobe end of life announcements also include for details on commercial support options available.

Administrators can continue using their existing browser for access to the Contact Analyzer Administration Console.

© 2020 Avaya Inc. All Rights Reserved. Page 2 Remarks This document may be updated as soon as additional information is available. Patch Notes The information in this section concerns the patch, if any, recommended in the Resolution above. Backup before applying the patch n/a

Download n/a

Patch install instructions Service-interrupting? n/a Yes

Verification n/a

Failure n/a

Patch uninstall instructions n/a Security Notes The information in this section concerns the security risk, if any, represented by the topic of this PSN. Security risks n/a

Avaya Security Vulnerability Classification Not Susceptible

Mitigation n/a

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