Avaya Aura® Call Center Elite Multichannel Release Notes Release 6.2.5 March 2013

Contents 1.

Introduction .................................................................................................................................................. 4

2.

Licensing ...................................................................................................................................................... 5 2.1. Avaya Licensing ............................................................................................................................................ 5 2.2. Microsoft Licensing ........................................................................................................................................ 5

3.

CC Elite Multichannel Capacities/limits for maximum number of monitored devices. ........................ 6

4.

Enhancements ............................................................................................................................................. 7 4.1. Virtualization support for CC Elite Multichannel ............................................................................................ 7 4.2. CC Elite Multichannel includes support for the IE 9.0 Web Browser for End-Customer in Elite Multichannel 6.2.5 release. ................................................................................................................................................. 7

5.

Installation .................................................................................................................................................... 8

6.

Issues Fixed in Elite Multichannel 6.2.5 .................................................................................................... 9

7.

Known Issues............................................................................................................................................. 10 7.1. Issue 14055 - When installing the CC Elite Multichannel Desktop/Reporting component on Windows 7 “64-bit” system, an error for TAPI service provider is displayed. ................................................................ 10 7.2. CCEM-11 - Control Panel encounters exception and stops working when we close the Report Deployment tab while deploying reporting files. .............................................................................................................. 10 7.3. CCEM-26 - Control Panel goes to non-responsive state if the copied template group is pasted within itself as a child group. .......................................................................................................................................... 10 7.4. Non-administrator user Reporting Access .................................................................................................. 10 7.5. Issue 13631/13591 - Digitally Signed Emails. ............................................................................................. 14 7.6. Issue 13403 - Agent State in Presence. ...................................................................................................... 14 7.7. Issue 13859 - Report Generation is Slow ................................................................................................... 14 7.8. Issue 13700 - Unable to Sign up in Communicator plug-in in Windows Vista and Windows 7 Desktop. ... 15 7.9. Issue 13442 – Configuration Server Issue .................................................................................................. 15 7.10. Issue 13833 – Total Call Counter set the Total Agent Available Counter is Incorrect ........................... 16 7.11. Issue 13898 - ACD Calls (Agent Attendance Report), Calls Answered (Agent Split/Skill Report) and Answered Calls (Agent Summary Report) .................................................................................................. 16 7.12. Issue 13865 – Last Agent State .............................................................................................................. 16 7.13. Issue 13251 – Display Proper Language in Notification by Using Rules Plug-In ................................... 16 7.14. Issue 13851 - Split Skill Report - No Statistics for Transfers and Assists ............................................. 16

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7.15. Issue 13468 - Elite Multichannel Desktop is not Getting Uninstalled Completely .................................. 16 7.16. Issue 14018 - Activities in the MSCRM public queues ........................................................................... 17 7.17. Issue 13992 - Email : Forward to RE ...................................................................................................... 17 7.18. Issue 14037 - Elite Multichannel License Director / WebLM : „No Licenses‟ Issue ................................ 17 8.

Additional Information .............................................................................................................................. 18 8.1. CC Elite Multichannel supports only H.323 endpoints for agent login ........................................................ 18 8.2. CCEM-17 - Not able to view Elite Multichannel Queue Data report using web CMS Supervisor ............... 18 8.3. Issue 13378 - IDS-V&P Fail to Monitor Devices When AES-CM Link goes down and comes up .............. 18 8.4. Issue 13779 – RONA Feature in Multimedia ............................................................................................... 18 8.5. Issue 13877 – All component‟s .ini files get reset ....................................................................................... 18 8.6. Issue 13959 - Elite Multichannel Reporting User Guide – Documentation Correction ............................... 18 8.7. Issue 13914 – Elite Multichannel Desktop User Guide – Documentation Correction ................................. 19 8.8. Issue 13902 - Elite Multichannel Desktop User Guide – Documentation Correction .................................. 19 8.9. Issue 13927 – UUI removed from parameter list - Documentation Correction ........................................... 19 8.10. Issue 13889 - Customizing the language on Elite Multichannel Desktop - Documentation Correction . 19 8.11. Issue 14010 - Elite Multichannel 5.0 Virtual Agent IVR license documentation issue ........................... 21 8.12. Issue 13986 - In Presence tab, 4105 column is displaying in normal mode and 4276 and 4105 in supervisor mode .......................................................................................................................................... 22 8.13. Issue 13653 - In IE 8.0, only one web chat session is possible from client side .................................... 22

9.

Customer documentation ......................................................................................................................... 23

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1. Introduction This document provides late-breaking information to supplement Avaya Aura® Call Center Elite Multichannel software and documentation. This document also provides the known issues along with available workarounds. For updated documentation, product support notices, and service pack information, go to the Avaya Support Center Web site at: http://support.avaya.com.

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2. Licensing 2.1. Avaya Licensing Avaya Aura® Call Center Elite Multichannel is supported only with WebLM licensing. Therefore WebLM licenses are necessary to run Avaya Aura® Call Center Elite Multichannel system. The Description how to install WebLM and how to deploy licenses could be found on Avaya Support Center Web site at: http://support.avaya.com in the following guide Avaya Aura® Call Center Elite Multichannel Installation Guide

2.2. Microsoft Licensing A valid license key for Windows Server 2008 R2 with Service Pack 1 (Standard Edition), VL Build (x64) DVD (English) is required from Microsoft. Kindly follow the below procedure to procure license: 1. The Elite Multichannel OVA end-customer who already owns an Open Volume license/agreement with Microsoft, may simply login to the Microsoft VLSC – Volume Licensing Service Center – located here: https://www.microsoft.com/Licensing/servicecenter/default.aspx 2. Any customer with an existing Open Volume license/agreement with Microsoft may access this site and view their purchases and agreements. 3. These same customers may also obtain the older 2008 R2 PID/Key from the Microsoft site – again Open keys belong to end-customers. 4. In many cases a Reseller may also access the agreement on behalf of the end-user and obtain the keys. 5. The Elite Multichannel OVA end-customer who does not have an Open Volume license/agreement with Microsoft must contact Microsoft (contact info below) and obtain a license from Microsoft before the Elite Multichannel OVA installation. 6. New key codes may be purchased and existing Open License holders may purchase or access key codes via the Telephone and email - customers can call or email the VLSC to request their older 2008 R2 keys as needed:

Microsoft Support Center Contact Info Country:

United States

Email(s):

[email protected]

Toll Free Number(s):

(866) 230-0560

Hours of Operation:

5 AM – 5 PM PST Mon – Fri

Languages Supported: English and French

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3. CC Elite Multichannel Capacities/limits for maximum number of monitored devices. CC Elite Multichannel 6.2.5 supports a maximum of 400 device monitoring per CC Elite Multichannel server with 4500 Busy Hour Call completion. The total number of devices is a SUM of VDNs, Stations, and Split/Skills. If the monitoring exceeds this limit, customers are advised to distribute their servers in a manner to not have any server monitor more than 400 devices or call load of 4500 Busy Hour Call completion.

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4. Enhancements 4.1. Virtualization support for CC Elite Multichannel Support for virtualization has been added to Elite Multichannel in 6.2.5 release. Along with the installers, Elite Multichannel is being shipped as OVA (Open Virtualization Appliance) for Windows Server 2008 R2 SP1 (Standard Edition), using which customers can start deploying Elite Multichannel on a virtualized environment.

4.2. CC Elite Multichannel includes support for the IE 9.0 Web Browser for End-Customer in Elite Multichannel 6.2.5 release.

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5. Installation For a virtualized environment, the end-customer can directly install Elite Multichannel 6.2.5 by deploying the OVA.

If a customer wants to install Elite Multichannel 6.2.5 on a physical machine, he/she has to first install Elite Multichannel 6.2.3, and then upgrade to Elite Multichannel 6.2.5 by running the upgrade installer.

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6. Issues Fixed in Elite Multichannel 6.2.5 Issue Number

Component

Issue Summary

CCEM-56

Elite Multichannel Desktop

The next button of calendar window does not work.

CCEM-66

Elite Multichannel Desktop

The template does not insert the text (just insert the attachment) when agent reply email contact in the second times.

CCEM-61

Elite Multichannel Desktop

The un-exception appears unexpectedly when agent inputs invalid value into the parameters of Rules functionality.

CCEM-57

Interaction Data Server

Incorrect ConfigKey appears always in IDS_View and IDS_Multimedia after restarting IDS_View and IDS_Multimedia services.

13964

Elite Multichannel Desktop

IE8 does not get opened in Elite Multichannel Desktop when it is opened as external application.

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7. Known Issues 7.1. Issue 14055 - When installing the CC Elite Multichannel Desktop/Reporting component on Windows 7 “64-bit” system, an error for TAPI service provider is displayed. The iClarity application shipped with CC Elite Multichannel Desktop does not support Microsoft Windows 7 Operating System. Users not using the iClarity Plugin can ignore this error.

7.2. CCEM-11 - Control Panel encounters exception and stops working when we close the Report Deployment tab while deploying reporting files. At the time of deploying reporting, the Report Deployment tab should not be closed as it leads to an exception and results in the Elite Multichannel Control Panel going to a non-working state.

7.3. CCEM-26 - Control Panel goes to non-responsive state if the copied template group is pasted within itself as a child group. The copied root template should not be pasted as child group for the same template, as it leads to the Elite Multichannel Control Panel going to a non-responsive state.

7.4. Non-administrator user Reporting Access This section describes the necessary steps for granting privileges to non-administrative users to access the reporting. Note: It is assumed that the SQL Reporting Server host is integrated into the same company domain as all of the client hosts. Configuration at the server 1. Open at the server where the SQL Reporting Server is running an Internet Explorer and insert as address http://localhost/Reports and hit Enter. It takes up to 2-5 minutes until the following screen appears

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2. Click on the tab “Properties”

3. Click at “New Role Assignment” 4. Fill in at “Group or user name” following string: BUILTIN\Users

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5. Tick the role “Browser”

6. Click “OK”. The “Properties” side appears with the new group assignment.

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7. Open the Contact Center Reporting client, configure at Tools->Options->Reporting the address information (see also Avaya Aura® Call Center Elite Multichannel Reporting User Guide) and click “OK”.

a) SQL Server default instance installation

b) SQL Server with named instance installation

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8. In the tab “Reporting Selection” the reports should be shown.

7.5. Issue 13631/13591 - Digitally Signed Emails. Elite Multichannel now accepts incoming Digitally Signed Emails. When an agent receives a digitally signed email, the digital signature, will be shown as an attachment, with the name “smime.p7s“. The signature is not verified by Elite Multichannel.

7.6. Issue 13403 - Agent State in Presence. When IDS-Voice&Presence is restarted (and the IDS-View service is left running) - Any activity by agents during the restart period e.g. agent changes work mode or agent goes into busy state is now reflected properly at the desktop (e.g. Presence). Agent state is now properly reflected but agent reason code is not getting reflected, this is known issue.

7.7. Issue 13859 - Report Generation is Slow The execution speeds depends on the size of the ASMSdata Database. If you experience frequent timeouts and delays while running reports, check the size of ASMSData Database. If the size is huge create a new ASMSData database and make the old offline as soon as possible. Reports would be faster.

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7.8. Issue 13700 - Unable to Sign up in Communicator plug-in in Windows Vista and Windows 7 Desktop. It is because of IPv6 on Windows Vista/Windows7. From Windows Vista onwards IPv6 is fully implemented and supported, is also installed and enabled by default. Elite Multichannel does not support IPv6.This problem can be resolved by disabling IPv6 using Windows Registry. This section describes steps to disable IPv6: 1) Open Registry Editor (regedit). 2) Navigate to the following registry key branch : HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Services\tcpip6\Parameters\ 3) Create the following registry value (DWORD type):DisabledComponents. Note that the name must be exactly as shown, including capitalization. DisabledComponents is set to 0 by default. 4) To disable IPv6 support globally on all interface, set the value data for DisabledComponents to 000000FF, or simply FF. 5) Restart the computer for changes to take effect. 6) To revert and enable IPv6, delete “DisabledComponents” registry key or set its registry value to 0. Note: Administrator rights are required to make changes in windows registry. 7.9. Issue 13442 – Configuration Server Issue When you start Configuration Manager for the first time and try to close it, the system displays the Microsoft Management Console (MMC) dialog box.

The MMC dialog box asks you to save the snap-in console file to Microsoft Management Console (MMC) version 3.0 format. Click Yes to save the file in the 3.0 version format. After you save the file, the system does not display the MMC dialog box next time when you close Configuration Manager.

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7.10.

Issue 13833 – Total Call Counter set the Total Agent Available Counter is Incorrect

The agent‟s available counter is not set properly in Wallboard if a new call arrives on a station that is not monitored. So workaround is to get this value correctly, add all devices (stations) in the ini file of IDS voice and presence server for monitoring.

7.11. Issue 13898 - ACD Calls (Agent Attendance Report), Calls Answered (Agent Split/Skill Report) and Answered Calls (Agent Summary Report) The Following definition overrides definitions given in Elite Multichannel Reporting User Guide ACD Calls: The total number of inbound split/skill, ACD, direct agent and direct station calls answered by the agent. Calls Answered: The number of inbound split/skill and ACD calls that were answered by the agent. Answered Calls: The total number of inbound split/skill, ACD, direct agent and direct station calls answered by the agent. For inbound direct calls, if we make call to agent id directly rather than agent station then call considered as ACD call if in CM‟s class of restriction parameter "Direct Agent Calling" set to yes. In that case Direct Agent Inbound call counted as a call parameter in Agent Split/Skill Report.

7.12.

Issue 13865 – Last Agent State

The "lastagentstate" counter in presence gives the time interval since the agent has been monitored. This counter starts from 00.00.00 in the format hh.mm.ss when the monitoring starts.

7.13.

Issue 13251 – Display Proper Language in Notification by Using Rules Plug-In

The Notify window does not display the non-English text (if fetched through SQL query) correctly if you have not correctly set the collation in the SQL database for the language in which you have installed Elite Multichannel application.

7.14.

Issue 13851 - Split Skill Report - No Statistics for Transfers and Assists

The Following definition overrides definitions given in Elite Multichannel Reporting User Guide: Page Number: 63 on Avaya Aura® Call Center Elite Multichannel Reporting User Guide "The Split/Skill report shows the calls handled, agent time and holds for each agent in a particular Split/skill.

7.15.

Issue 13468 - Elite Multichannel Desktop is not Getting Uninstalled Completely

If Elite Multichannel Desktop is uninstalled after upgrade from any previous supported versions, it is not getting uninstalled completely. Media Proxy folder structure is still present and it is running as Service. If we want to install on the same machine after uninstall, just need to install it on the same path as that of previous installation, and it updates the same instance of the media proxy and works fine.

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7.16.

Issue 14018 - Activities in the MSCRM public queues

The Activities in the MSCRM public queues are being duplicated once on every restart of PCMS when schedule is expired. Work Around: For any maintenance activity, if it is required to restart the PCMS, do it only if there are schedules active for the Interaction queues of the PCMS which are mapped to the Public queues of MSCRM. And if there are 100 items to be re-queued on restart please set "Service Restart Synchronization Wait Interval" to at least 300 seconds, allowing a generous 3 seconds for each workitem to be processed.

7.17.

Issue 13992 - Email : Forward to RE

Send button functionality is not working in the same manner when agent enters the Advanced WorkCode before & after sending the mail for Forward-to-RE. In cases of Reply/Reply-to-All/Forward, the Agent has to press the Send button only once, with the fix provided for 13976. Only in case of Forward-to-RE, the agent will have to press the Send button after entering the Advanced WorkCode, even if the Agent has pressed the Send button

7.18.

Issue 14037 - Elite Multichannel License Director / WebLM : „No Licenses‟ Issue

From the Elite Multichannel License Director perspective: It is configured to connect to the WebLM locally using the default URL string: https://localhost:52233/WebLM/LicenseServer. This configuration defines that WebLM is installed on the same server as the Elite Multichannel Server. From a high-level the „localhost‟ specification at the URL means to connect to the same host address, but it is found that depending on the customer environment this approach may result in intermittent connection issues. For this issue, it is recommended to follow the 2-part configuration stated below: Part#1: Change the Elite Multichannel Server License Director WebLM URL to use the HOSTNAME of the Server hosting the WebLM. For e.g.Change this: https://localhost:52233/WebLM/LicenseServer To this: https://EMC-CORE:52233/WebLM/LicenseServer Part #2 : Add a new entry of HOSTNAME of the Server hosting the WebLM to the \windows\system32\drivers\etc\hosts file as follows:10.10.221.63 EMC-CORE *** After the changes reboot the server, then make sure the configuration is in place at the License Director configuration and the host have the correct entry. Then: To verify the WebLM connection: Open the Internet Explorer and point to the URL defined above:https://EMC-CORE:52233/WebLM/LicenseServer You may see the SSL page, click continue and the WebLM page will show up.

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8. Additional Information 8.1. CC Elite Multichannel supports only H.323 endpoints for agent login CC Elite Multichannel doesn't support SIP endpoints for agent login. Elite Multichannel supports only H.323 extensions.

8.2. CCEM-17 - Not able to view Elite Multichannel Queue Data report using web CMS Supervisor CMS Supervisor has to be used to view Elite Multichannel reports.

8.3. Issue 13378 - IDS-V&P Fail to Monitor Devices When AES-CM Link goes down and comes up The fix for this issue is twofold. Earlier Elite Multichannel used to ignore the “SS_ENABLED” value returned in csta_sysstat message. Now Elite Multichannel checks this value and replaces monitors appropriately. This fix is dependent on an AES fix. There was an issue with earlier versions of AES where csta_sysstat message was not sent to Elite Multichannel. This issue is fixed in AES 4.2.4. The AES version required is 4.2.4 8.4. Issue 13779 – RONA Feature in Multimedia For Multimedia VDN‟s RONA should not be configured. Elite Multichannel Media Director is designed to handle phantom calls which do not get answered 8.5. Issue 13877 – All component‟s .ini files get reset All components‟ ini files get reset when there is no space left on the drive where Elite Multichannel has been installed. Resolution It is expected to keep a backup of all ini files before any upgrade. To have the system up again do the following steps: 1.Close all Elite Multichannel Services. 2. Replace the ini files. 3. Start all Elite Multichannel Services. 8.6. Issue 13959 - Elite Multichannel Reporting User Guide – Documentation Correction In Avaya Aura® Call Center Elite Multichannel Reporting User Guide.pdf of 5.0 on Page 80, "It also tells you the length of the longest call generated via this VDN, the number of calls waiting to be answered, and the number of calls that have been abandoned within the current interval." should be replaced by

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"It also tells you the number of calls that have been abandoned within the current interval, the length of the longest call waiting generated via this VDN and the number of calls waiting to be answered." 8.7. Issue 13914 – Elite Multichannel Desktop User Guide – Documentation Correction The “Spell-Check As You Type” feature is not available for email. It is available for WebChat, Session Notes and WorkItem Notes. In case of email, agent has to manually do Spell-Check of the entire email, to find out spelling errors. 8.8. Issue 13902 - Elite Multichannel Desktop User Guide – Documentation Correction Following properties from the "Email" section of documentation are unused in the .ini or the configuration files: 1. Preferred Character Encoding 2. Reply font name. 3. Reply font size 4. Active window on work item accepted. Following are some missing properties in the Email section of documentation: 1. Last Add Attachment Path- This is used to remember the directory from where the last attached file was added in an outgoing email. Next time, when "Add Attachments" option is used, it automatically browses to the directory from which file was added as attachment. 2. Last Save Attachment Path- This property is used to remember the directory where last attached file was saved from an incoming email. Next time, when "Save Attachments" or "Save All Attachments" option is used, it will automatically browse to the directory where last attached file was saved. 8.9. Issue 13927 – UUI removed from parameter list - Documentation Correction Remove UUI from the parameter list passed to event ConnectionCleared in document Call Routing Server/SQL Plugin/Script Plugin/Rules Plugin User Guide. For the event ConnectionCleared the UUI information is not sent by CT server, hence it is removed from the parameter list.

8.10. Issue 13889 - Customizing the language on Elite Multichannel Desktop - Documentation Correction Elite Multichannel Installation Guide.pdf, page 57, 58 does not give the right procedure for setting up custom language. The correct procedure is as below: 1. Browse to the directory “C:\Program Files\Avaya\Avaya Aura CC Elite Multichannel\Desktop\CC Elite Multichannel Desktop\Custom Languages” and Open the file “ASResource.custom_en.resx” in a text editor (Notepad). 2. Search for the number 3381.

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3. Edit the field for this parameter to now be “CannedText”.

4. Save the file. 5. Rename the file “ASResource.CU-en.resx” (Custom – English)

6. Open Configuration Manager and change the user template for Elite Multichannel Desktop. 7. In the General section change the Configuration value for Language value to „CU-en‟.

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8 . S a v e a n d

[Type a quote from the document or the summary of an interesting point. You can position the text box anywhere in the document. Use the Text Box Tools tab to change the formatting of the pull quote text box.]

8 .

8. Save and close configuration Manager. 9. Start the Elite Multichannel Desktop application and check the string on the AutoText button has changed.

8.11.

Issue 14010 - Elite Multichannel 5.0 Virtual Agent IVR license documentation issue

In Virtual Agent Guide.pdf of 5.0 GA documentation page number 29 line number 13 it is mentioned that "To use Web Service Worker Plug-in, you need to buy one Elite Multichannel IVR license key with enough runtime licenses to cover the number of IVR ports Virtual Agent is configured to monitor", which is incorrect. It should be "To use Web Service Worker Plug-in, you need to buy one Elite Multichannel Voice license key with enough runtime licenses to cover the number of IVR ports Virtual Agent is configured to monitor."

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8.12. Issue 13986 - In Presence tab, 4105 column is displaying in normal mode and 4276 and 4105 in supervisor mode In Presence tab, 4105 column is displaying in normal mode and 4276 and 4105 in supervisor mode. To display correct value, remove entries for the numbers from subsections Column Caption Normal, Column Width Normal, Column Caption Supervisor and Column Width Supervisor of Agent Desktop and Reporting desktop INI files/Configuration Server Presence Section.

8.13.

Issue 13653 - In IE 8.0, only one web chat session is possible from client side

Due to changes in the session handling mechanism by Microsoft all the instances of the Internet Explorer will share the same session of Web Chat on end user machine. Workaround : To initiate a different chat session on IE8 or higher, a user has to select "New session" option from the file menu and then initiate chat.

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9. Customer documentation The following documentation is available on the Avaya product support site at: http://www.avaya.com/support. Avaya Aura® Call Center Elite Multichannel Overview Avaya Aura® Call Center Elite Multichannel Installation Guide Avaya Aura® Call Center Elite Multichannel AOL-ICQ Instant Messenger Gateway User Guide Avaya Aura® Call Center Elite Multichannel Media Director User Guide Avaya Aura® Call Center Elite Multichannel SQL Plug-in User Guide Avaya Aura® Call Center Elite Multichannel Web Chat Gateway User Guide Avaya Aura® Call Center Elite Multichannel Voice Media Store User Guide Avaya Aura® Call Center Elite Multichannel XML Server User Guide Avaya Aura® Call Center Elite Multichannel SOAP Plug-in User Guide Avaya Aura® Call Center Elite Multichannel MSN Messenger Gateway User Guide Avaya Aura® Call Center Elite Multichannel Web Chat for IIS User Guide Avaya Aura® Call Center Elite Multichannel Short Message Service Gateway User Guide Avaya Aura® Call Center Elite Multichannel ASContact Database User Guide Avaya Aura® Call Center Elite Multichannel Application Management Service User Guide Avaya Aura® Call Center Elite Multichannel Call Routing Server User Guide Avaya Aura® Call Center Elite Multichannel Configuration Server User Guide Avaya Aura® Call Center Elite Multichannel Email Media Store User Guide Avaya Aura® Call Center Elite Multichannel Configuration Client Developer Guide Avaya Aura® Call Center Elite Multichannel Interaction Data Service User Guide Avaya Aura® Call Center Elite Multichannel Preview Contact Media Store User Guide Avaya Aura® Call Center Elite Multichannel Rules Plug-in User Guide Avaya Aura® Call Center Elite Multichannel Virtual Agent Guide Avaya Aura® Call Center Elite Multichannel Script Plug-in User Guide Avaya Aura® Call Center Elite Multichannel Simple Messaging Media Store User Guide Avaya Aura® Call Center Elite Multichannel XMPP Gateway User Guide Avaya Aura® Call Center Elite Multichannel Desktop User Guide Avaya Aura® Call Center Elite Multichannel Control Panel User Guide Avaya Aura® Call Center Elite Multichannel Database Deployment and Management User Guide Avaya Aura® Call Center Elite Multichannel Reporting User Guide Avaya Aura® Call Center Elite Multichannel Communicator Gateway User Guide

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Avaya Aura® Call Center Elite Multichannel License Director User Guide Avaya Aura® Call Center Elite Multichannel TTrace Console Installation Guide Avaya Aura® Call Center Elite Multichannel TTrace Console User Guide

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