Avaya Interaction Center Release 7.2 Release Notes

Avaya Interaction Center Release 7.2 Release Notes May 2009 © 2005 to 2009 Avaya Inc. All Rights Reserved. Notice While reasonable efforts were mad...
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Avaya Interaction Center Release 7.2 Release Notes

May 2009

© 2005 to 2009 Avaya Inc. All Rights Reserved. Notice While reasonable efforts were made to ensure that the information in this document was complete and accurate at the time of printing, Avaya Inc. can assume no liability for any errors. Changes and corrections to the information in this document might be incorporated in future releases. Documentation disclaimer Avaya Inc. is not responsible for any modifications, additions, or deletions to the original published version of this documentation unless such modifications, additions, or deletions were performed by Avaya. Customer and/or End User agree to indemnify and hold harmless Avaya, Avaya's agents, servants and employees against all claims, lawsuits, demands and judgments arising out of, or in connection with, subsequent modifications, additions or deletions to this documentation to the extent made by the Customer or End User. Link disclaimer Avaya Inc. is not responsible for the contents or reliability of any linked Web sites referenced elsewhere within this documentation, and Avaya does not necessarily endorse the products, services, or information described or offered within them. We cannot guarantee that these links will work all the time and we have no control over the availability of the linked pages. Warranty Avaya Inc. provides a limited warranty on this product. Refer to your sales agreement to establish the terms of the limited warranty. In addition, Avaya’s standard warranty language, as well as information regarding support for this product, while under warranty, is available through the Avaya Support Web site: http://www.avaya.com/support License USE OR INSTALLATION OF THE PRODUCT INDICATES THE END USER'S ACCEPTANCE OF THE TERMS SET FORTH HEREIN AND THE GENERAL LICENSE TERMS AVAILABLE ON THE AVAYA WEB SITE http://support.avaya.com/LicenseInfo/ ("GENERAL LICENSE TERMS"). IF YOU DO NOT WISH TO BE BOUND BY THESE TERMS, YOU MUST RETURN THE PRODUCT(S) TO THE POINT OF PURCHASE WITHIN TEN (10) DAYS OF DELIVERY FOR A REFUND OR CREDIT. Avaya grants End User a license within the scope of the license types described below. The applicable number of licenses and units of capacity for which the license is granted will be one (1), unless a different number of licenses or units of capacity is specified in the Documentation or other materials available to End User. "Designated Processor" means a single stand-alone computing device. "Server" means a Designated Processor that hosts a software application to be accessed by multiple users. "Software" means the computer programs in object code, originally licensed by Avaya and ultimately utilized by End User, whether as stand-alone Products or pre-installed on Hardware. "Hardware" means the standard hardware Products, originally sold by Avaya and ultimately utilized by End User. License type(s) Concurrent User License (CU). End User may install and use the Software on multiple Designated Processors or one or more Servers, so long as only the licensed number of Units are accessing and using the Software at any given time. A "Unit" means the unit on which Avaya, at its sole discretion, bases the pricing of its licenses and can be, without limitation, an agent, port or user, an e-mail or voice mail account in the name of a person or corporate function (e.g., webmaster or helpdesk), or a directory entry in the administrative database utilized by the Product that permits one user to interface with the Software. Units may be linked to a specific, identified Server. Copyright Except where expressly stated otherwise, the Product is protected by copyright and other laws respecting proprietary rights. Unauthorized reproduction, transfer, and or use can be a criminal, as well as a civil, offense under the applicable law. Third-party components Certain software programs or portions thereof included in the Product may contain software distributed under third party agreements ("Third Party Components"), which may contain terms that expand or limit rights to use certain portions of the Product ("Third Party Terms"). Information identifying Third Party Components and the Third Party Terms that apply to them is available on the Avaya Support Web site: http://support.avaya.com/ThirdPartyLicense/ Preventing toll fraud "Toll fraud" is the unauthorized use of your telecommunications system by an unauthorized party (for example, a person who is not a corporate employee, agent, subcontractor, or is not working on your company's behalf). Be aware that there can be a risk of toll fraud associated with your system and that, if toll

fraud occurs, it can result in substantial additional charges for your telecommunications services. Avaya fraud intervention If you suspect that you are being victimized by toll fraud and you need technical assistance or support, call Technical Service Center Toll Fraud Intervention Hotline at +1-800-643-2353 for the United States and Canada. For additional support telephone numbers, see the Avaya Support Web site: http://www.avaya.com/support Trademarks Avaya and the Avaya logo are either registered trademarks or trademarks of Avaya Inc. in the United States of America and/or other jurisdictions. All other trademarks are the property of their respective owners. Downloading documents For the most current versions of documentation, see the Avaya Support Web site: http://www.avaya.com/support Avaya support Avaya provides a telephone number for you to use to report problems or to ask questions about your product. The support telephone number is 1-800-242-2121 in the United States. For additional support telephone numbers, see the Avaya Support Web site: http://www.avaya.com/support

Contents Avaya Interaction Center 7.2 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

5

Supported platforms. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

5

Supported languages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

6

Unsupported tools and utilities . . . . . . . . . . . . . . . . . . . . . . . . . . . .

6

Removed Features. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Report Wizard . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . List Management. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

7 7 8

Enhancements and fixed defects . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

9

Enhancements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

10

Fixed defects . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

13

Product updates and patches. . . . . . . . . . . . . . . . . . . . . . . . . . . . .

29

Known problems. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

31

Known problems in Avaya IC 7.2 . . . . . . . . . . . . . . . . . . . . . . . . . . .

31

Known problems in Avaya IC 7.2 documentation . . . . . . . . . . . . . . . . . .

34

Cisco TS known issues . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

37

Cisco TSQS known issues . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

37

Technical Support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

39

IC 7.2 Release Notes

May 2009

3

Contents

4

IC 7.2 Release Notes

May 2009

Avaya Interaction Center 7.2 Avaya Interaction Center (Avaya IC) is a complete multi-media system that enables the contact center to route and manage transactions across multiple channels such as voice, email, chat, and web based e-commerce. Customers are routed to the best resource at the contact center and the details of their transactions are recorded and stored by Avaya IC. This section provides information on new features in Avaya IC 7.2. It also provides information about the platforms and languages supported in Avaya IC. You can download Avaya IC documents from http://www.avaya.com/support. This section includes the following topics: ●

Supported platforms on page 5



Supported languages on page 6



Removed Features on page 7



Unsupported tools and utilities on page 6

Supported platforms Avaya IC Release 7.2 is supported on the Microsoft Windows, IBM AIX, and Sun Solaris platforms. For detailed information on supported platforms, including browsers, operating systems, and databases, see IC Installation Planning and Prerequisites.

IC 7.2 Release Notes

May 2009

5

Avaya Interaction Center 7.2

Supported languages Avaya IC Release 7.2 supports the following languages: ●

Simplified Chinese



Traditional Chinese



English



German



French



Italian



Spanish



Portuguese



Japanese



Korean



Russian



Thai

Russian, Thai, and Traditional Chinese language support does not include the following: ●

Document searches in Web Self-Service



Spell checking



Content Analyzer



Solaris and AIX operating systems



Thai B. E. (Buddhist Era) Date Formats



Thai word wrap in Web Agent, IC Manager, and Website

Unsupported tools and utilities Unsupported tools & utilities are no longer shipped with the product. They will be posted on the avaya support site for download.

6

IC 7.2 Release Notes

May 2009

Removed Features

Removed Features The following features are removed from IC in this release: ●

Report Wizard on page 7



List Management on page 8

Report Wizard In Avaya IC 7.2, Qui Applications are no longer supported, hence the Report Wizard is no longer available with QUI. However, the Report Wizard can be launched as a stand alone application. Report Wizard supports Mapping Administration (Creation rules and Field expression) and Contact Explorer. Agent's Login details are required to launch a stand alone application.

Using Mapping Administration To select the table and creation rule: 1. Click Search in the Creation Rules group. The browser displays a list of the available tables with their corresponding creation rules. 2. Select a table in this list. The Report Wizard fills in the appropriate fields on the form. To select the EDU name to trigger the creation of records for the table: 1. Click Search in the Field Expressions group. The browser displays a list of the fields and expressions for the selected table. 2. Select the field in this list. The Report Wizard fills in the appropriate fields in the Field Expressions group. To apply the mapping configuration to the database: 1. Click Change in both groups. 2. Modify the fields. 3. Click Update to incorporate the mapping definition. To create a new creation rule or field expression, click New.

IC 7.2 Release Notes

May 2009

7

Avaya Interaction Center 7.2

List Management Avaya IC 7.2 does not support List management application. It has been removed from the Rich Client.

8

IC 7.2 Release Notes

May 2009

Enhancements and fixed defects This section includes the following topics: ●

Enhancements on page 10



Fixed defects on page 13



Product updates and patches on page 29

IC 7.2 Release Notes

May 2009

9

Enhancements and fixed defects

Enhancements Many of the Avaya IC components/features were significantly enhanced in Avaya IC 7.2. Following is the list of feature requests and issues resolved through enhancements done in IC 7.2.

10

Component

Key

Summary of enhancement

Advocate Admin

225780

In Business advocate, all the entries in the Agent Qualifier Assignments dialog cannot be sorted alphabetically.

AdvocateConfig Tool

226033

Advocate configuration window does not verify the correct Domain name in windows user section. (Incorrect domain name was accepted)

Architecture

225678

IC shall support transfer calls while on hold.

ICManager

225716

Apply button in PasswordDialog box of ICManager is redundant and should be removed.

ICManager

226477

ICManager should not create login ID of agent with special charaters.

ICManager

226395

Alarm Monitor: Alarm Monitor window does not show caption for alarm count.This is first coloum on Alarm monitor

ICManager

294875

Default path of installed IC is not appearing while we launch the migration tool

JLoader

226512

Jloader needs to be enhanced to load JVM library at runtime

License Server

226533

License server in grace mode must give alarm in advance (may be 5 days ahead) when grace period is going to end.

License Server

226239

Enhancement WebLM to track peak license acquisition

RichClient:BlenderClient

226025

In Manual blending mode, Agent is unable to disable a channel while in AUX state.

RichClient:BlenderClient

225487

Failure with AUX Reason Code Change: The Blender Client should compare current and requested states, including Aux Reason code, when determining whether an event needs to be fired.

IC 7.2 Release Notes

May 2009

Enhancements

Component

Key

Summary of enhancement

RichClient:Email

225719

In WebAgent, on disabling "Quote original message in email response" preference, the reply mode preference (i.e. plain text/html) is not considered on replying to email. It is always set as html.

RichClient:Qconsole

225212

IC Script WACEngine_PerformConsoleAction does not handle opening WinZip files

RichClient:Softphone

226534

Agents should be able to call another extension while customer is on hold during busy consult. Agents should be able to call another extension, while customer is on hold during busy consult

RichClient:UAD

226543

If the user knows the agent id of the existing agents to transfer the email, then the UAD should allow the user to enter the agent id and transfer the contact instead of browsing through the huge list of UAD treeview.

RichClient:UAD

219164

UAD Find results are not sortable

RichClient:UAD

225640

When we click on the Initiate/Consult/Transfer button or from Media->show directory, the UAD is loaded with the focus on the Queues Tab.

RichClient:Vtel

225116

When in Manual Blending mode, vtel does not allow Voice Channel to go from one AUX reason code to another AUX reason code if the general agent state is different than the voice channel state

RichClient:WCAgentClient

225803

WebAgent throws SecurityException on running with JavaMail 1.4

RichClient:WCAgentClient

225928

On WebAgent, Attachments are not populated from Email Templates in the attachment panel of email editor

RichClient:WCAgentClient

204591

Enable sound when agent is prompted to accept a RONA email transfer

RichClient:WCAgentClient

225802

strict checking of email address/headers in an incoming email is not configurable for WebAgent

RichClient:WCAgentClient

231781

In Customer history panel, agent should be able to search records by changing "time interval in month" combobox.

IC 7.2 Release Notes

May 2009

11

Enhancements and fixed defects

12

Component

Key

Summary of enhancement

Siebel:Agent Integration

226274

Virtual free seating functionalty not working in Naitive siebel integration

Siebel:AICD

225672

Need Status text messages for corresponding TS events (Login/Logout/AuxWork/Wrapup) on Siebel toolbar

Siebel:AICD

225495

Siebel is being sent 2 OnSiebelWrapUp events from AICD when a voice contact disconnects in Native integration

Siebel:AICD

225364

support "Pending ACW" in Naitive Siebel integration

Siebel:AICD

290122

Siebel : The 'Ready/Not Ready' button keeps on blinking when agent's blending mode is set to 'Manual'

Siebel:ASIS

226235

Native Siebel: Unable to transition from wrapup to AUX when using Auto-In

Siebel:JNIFC

226562

JNIFC Library needs to be enhanced to load JVM library at runtime

TSV5:ASAI

226276

Agents should not be reconnected to the customer when a Consult happens to a busy destination. The agents should be able to dial a different number

TSV5:ASAI

212465

Avaya Telephony Server TS API should be enhanced to provide access to Third Party Single-Step Conference capability already available via the CTI link

TSV5:ASAI

277073

TS should print the Agent events received from AES in the TS log

TSV5:SIPTS

226119

Add SIP-TS support for HTTPVox

WACD

218565

Qualification flow should be able to distinguish between tasks going for qualification first time and task going for re-qualification

IC 7.2 Release Notes

May 2009

Fixed defects

Fixed defects The following table describes the defects that were fixed in Avaya IC 7.2. Component

Key

Summary of reported defect

AAWC

225207

On the machine having latest Microsoft IE security update KB 918899, AAWC application hangs when any child window is invoked.

AAWC

225128

Adding a Website resource will give a error when adding https URL

AAWC

225168

javax.naming.ConfigurationException name.edu.field.(priority,customervalue,emblem)

AAWC:DCO Bridge

225130

DCOBridge does not failover repositoryConnection if primary Orb, along with DS and DataServer are down, agent login hangs

AAWC:Other

225743

The IC 7.1 Client SDK APIs for the Addressbook does not return a value for the status field.

AAWC:Other

242786

PR 1178 violates RFC 5322 and prevents valid characters from being used in the outbound email address in AAWC on 7.0.5

AAWC:RefApp

225176

Intermintently the custom wrapup dialog after the contact is not loading the reasons and outcomes. Getting error message: "Odd State, no current Interaction"

AAWC:RefApp

225192

Thin client wrapup dialog window javascript errors when attempting to resize window with 1 reason/ outcome

AAWC:RefApp

226107

TS.BusyWithReason is not issued, if the agent is in INIT_AUXWORK state

AAWC:RefApp

225531

ICEmail does not validate comma, Semi-Colons in TO email address when sending Outbound email from AAWC

AAWC:RefApp

225230

Always On Top causes exit confirmation and new contact notification windows to appear behind thin client

AAWC:RefApp

225330

Under certain scenarios the Web Client locks up when cancelling the spell check window

AAWC:RefApp

225348

AAWC Security Issue - Customer Contacts can be accessed, allowing all contacts in system for all channels to be viewed.

IC 7.2 Release Notes

May 2009

13

Enhancements and fixed defects

Component

Key

Summary of reported defect

AAWC:UOM:Voice

225360

AAWC disconnects the call during consult/ conference initiated with IP Agent

AAWC:UOM:Voice

225862

AAWC should send the new AUX reason code to TS, if the voice channel is already in Busy, in both Manual and Automatic Blending Mode

AAWC:UOM:Voice

226203

Changing AUX reason code is not getting reflected at ADU causing incorrect OA reports

AAWC:UOM:Voice

226356

The AUX reason code of an agent who is already in AUX is set to AuxNotAvailableReasonCode after receiving a direct call.

AAWC:UOM:Voice

226460

SDK: Unable to remove attachment during forwarding of an email. OperationFailed event is raised

AAWC:UOM:Voice

231785

With PR 1405 in place, Agent state does not change from ACW to AUX (Initial State) after Wrapup

Advocate Admin

225508

Advocate MxDbFx - Profile editing with large number (or long names) of agents will cause Advocate Admin to hang

Advocate Admin

225658

Performance of profile administration with a large set of qualifiers needs to be improved

Advocate Admin

225780

In Business advocate, All the entries in the Agent Qualifier Assignments dialog cannot be sorted alphabetically.

Advocate Admin

226072

Advocate Supervisor - duplicate displaynames created when adding capability sets

Advocate Admin

276879

Advocate Administrator Login fails, when the administrator login name is prefix of Agent login name

Advocate Resource Manager

225628

Resource Manager continues to attempt to route calls to an agent who is logged out but RM has not received ADU change event for state=logged out

Advocate Resource Manager

226175

Resource Manager reporting EWT=0 when agents are available but not activated for a service class

Advocate Resource Manager

226149

Performing DS updates from within BA causes piggyback calls to be delivered to BA agents

AdvocateConfig Tool

225375

Advocate config tool should not proceed if Oracle Client is not installed properly as per pre-reqs

14

IC 7.2 Release Notes

May 2009

Fixed defects

Component

Key

Summary of reported defect

AdvocateConfig Tool

225630

Advocate Install needs to be tested and documented to work against Oracle DB on Solaris or AIX

AdvocateConfig Tool

225630

Advocate Install needs to be tested and documented to work against Oracle DB on Solaris or AIX

Alarm

225234

Alarm Server does not recognize to suppress multiple alarms.

Alarm

226047

Alarm server is getting hung intermittently when multiple GenericUpdate request is received at the same time.

Alarm

224165

Suppress Alarm does not work for the alarm-names having spaces in between (Alarm Server).

ASAI

212465

Avaya Telephony Server TS API should be enhanced to provide access to Third Party Single-Step Conference capability already available via the CTI link

ASIS

225756

When the web browser [Native client] exits ungracefully, the threads pile up for that agent and causes agent login/Comm toolbar stuck issue.

ASIS

225756

When the web browser [Native client] exits ungracefully, the threads pile up for that agent and causes agent login/Comm toolbar stuck issue.

ConfigTool

226209

IC Website config tool should configure and setup

ConfigTool

226209

IC Website config tool should configure and setup

Data Server

226046

Oracle DataServer has potential memory leaks in appendblob

DB Designer

231771

IC stored procedure q_next_key for MSSQL Server declares table name as 20 characters when we document supporting 30 character names. This causes runtime error when attempting to insert records if the table name is longer than 20 characters.

Email

225204

ICEmail server shutdown/hang and memory corruptions when receiving email with blank body and attachments

Email

225187

ICEmail does not check for the 'Sender' filed in the header

Email

225257

At times, report server is creating bad files due to incorrect segment calculations in the EDU - root cause is ICEmail - segment_key is required

IC 7.2 Release Notes

May 2009

15

Enhancements and fixed defects

Component

Key

Summary of reported defect

Email

239104

RogueWave 8 produces constant date 5 when calculating date.

Email

225327

Comment not paased while using "foward original email" feature for HTML emails

Email

231777

IC 7.1.4 - WebAgent issue : the body of the email is BLANK for email from Gmail system. This was not the case with 7.1.3

Email

225695

ICEmail does not properly detect a blank body email, so no blank body template is sent.

Email

225744

tenant_Key value is not populated in the qem_message table in CCQ database.

Email

225457

After applying SP 7.1.1 The date range getting passed in the query is INCORRECT if we are searching emails from Webagent>Tool>Search Email>select the tab search by customer email.

Email

225522

ICEmail server bounces the email, if the 'From' field contain spaces.

Email

225705

Icemail bounces email with folder header containing space and CRLF

Email

225710

Email is bounced as from address is cut-off and interpreted as not well-formed

Email

225294

Email with nested attachements does not display attachments correctly

Email

225187

ICEmail does not check for the 'Sender' filed in the header

Email

278482

IC Email server parses email addresses incorrectly

Email

225797

Webagent should sort all history search results by Date (instead of pkey)

Email

225272

Tracking History is not always in chronological order which can cause "Email address to lookup" on Customer History tab to default to "To" address instead of "From" address

Email

224989

Need a way to restrict Email tenants from searching and viewing emails by tracking number from different Tenant groups

Email:HO CA Server

225430

IC Agent Role Editor fails to Create, Train and Validate KB getting "CA Server Exception: No usable CAAdminServer"

16

IC 7.2 Release Notes

May 2009

Fixed defects

Component

Key

Summary of reported defect

External:RW

239103

ICEmail & WACD is writing incorrect contact 'createtime' date into the DB, when DST is enabled in OS

IC:Client: AAWC:UOM:Voi ce

225474

AAWC doesn't honor unsolicited wrapup event when ACW is initiated from the hardphone

icadmin

225117

icadmin will incorrectly start server with certain config line sizes in vesp.imp

ICM

225296

w_chat_wrap_survey table gets incorrectly populated with JSession ID instead of EDUID when using HTML Chat client

ICM

225559

In html chat chat.htmlclient.system.name doesn't allow for an embedded space as the data.

ICM

225402

In shared form filling if the components are loaded / enabled dynamically upon some event then form is not synched across the session

ICM

225380

Request to add support for Mac Safari 2. Customer using Mac Safari 2 Browser is not able to connect to html chat in IC

ICM

225691

On website chat URL customer facing the backslash is converted to a forward slash on chat display.

ICM

225815

Chat Collaboration when using IE proxy server on agent side gives Caught:netscape.javascript.JSException and will not load.

ICM:Website:Web Management: Website - Server Pages

225160

When using Advocate, the WebACD Admin Pages does not display the Enqueued To agent for transfers

ICM:Website:Web Management:Website - Server Pages

225557

Admin website will activate ICM TS tunneling despite having it disabled in website context

ICManager

225527

When the agent with with "Operator"/"Editor" role logs into IC Manager and sets the new passwors in the "setPassword" dialog, the "Ok" and "Apply" button do not work.

ICManager

225225

Transfering agent from one workgroup to another workgroup in IC Manager will results agents to subscribe for both new and old workgroup.

IC 7.2 Release Notes

May 2009

17

Enhancements and fixed defects

Component

Key

Summary of reported defect

ICManager

226145

The child properties of the Agent/Desktop/WAC -> Homedir property cannot be deleted if the value contains "\\" characters.

ICManager

225197

Confusing TS property - Redundant/Duplicate configurable properties in the advanced properties of TS in IC Manager / sc.xml file

ICManager

226160

create MR to remove "ADU Percent Data" from Ic Manager

ICManager

225373

Users were unable to type more than one character in Agent Editor's miscellaneous tab of IC Manager

ICManager

226226

ADU.ForwardEvent sent to ADU server in Admin domain having IC-Manager Admin User, causing ADU performance issue for ADU server

ICManager

225781

In the ICManager-> Services ->email accounts, the email address cannot be sorted alphabetically.

ICManager

226182

Email accounts are NOT sorted by alphabetic order in IC Manager Email accounts

ICManager

225636

IC Manager does not allow to create an email account if the email account name is more than 45 characters

ICManager

226145

The child properties of the Agent/Desktop/WAC -> Homedir property cannot be deleted if the value contains "\\" characters.

ICManager

225225

Transfering agent from one workgroup to another workgroup in IC Manager will results agents to subscribe for both new and old workgroup.

JavaClientLibrary

226006

SDK Client connections are getting stuck forever during network outage

License Server

225215

In multiple WebLM env, if License server gets a reply from WebLM that it's peer connection is lost, it will mark that WebLM as down (not the peer)

License Server

226239

Enhancement to WebLM to track peak license acquisition

License Server

225652

LicenseServer crashes after a high number of Unable to Release License messages.

MTT

278114

MTToolkit does not follow domain failover to find a child Directory Server per the domain in logingrp.dat during agent log-in.

18

IC 7.2 Release Notes

May 2009

Fixed defects

Component

Key

Summary of reported defect

MTT

284966

Enhancement request to allow a unique logingrp.dat file for each agent that uses the Avaya Agent PC

MTT

278114

MTToolkit does not follow domain failover to find a child Directory Server per the domain in logingrp.dat during agent log-in.

Qscripts

226568

After IC 7.1.4 upgrade, agents are unable to initiate the calls as they receive error "!QScript: StatusDialog_Update error 91: Object variable or With block variable not set"

Report Server

225542

ReportServer creates bad files where segment_key is NULL on certain types of email transfers

Report Server

225648

Report Server when configured with new rule ( endtime as createtime + contactduration and endtime as base_createtime + contactduration ) crashes when tasks are deleted from WACD page

Report Server

226362

After applying Repot Server binary (7.1.4.248) .bad files started getting created.

Report Server

225397

ReportServer can perpetually process .fix files when sent an email with % in it (which corrupts memory)

Report Server

226362

After applying Repot Server binary (7.1.4.248) .bad files started getting created.

RichClient:BlenderClient

225487

Failure with AUX Reason Code Change: The Blender Client should compare current and requested states, including Aux Reason code, when determining if an event needs to be fired.

RichClient:BlenderClient

225297

The state is being null'd when being handled by the VespInteractor prior to sending the request to the ADU in the ADU.

RichClient:BlenderClient

226158

When Agent logout from RichClient it does not release all the session to ADU properly.

RichClient:BlenderClient

226025

In Manual blending mode, Agent is unable to make a channel disable while in AUX state.

RichClient:BlenderClient

226025

In Manual blending mode, Agent is unable to make a channel disable while in AUX state.

RichClient:BlenderClient

226248

Email, Chat contacts are getting delivered when agent tries to go to AUX during wrapup

IC 7.2 Release Notes

May 2009

19

Enhancements and fixed defects

Component

Key

Summary of reported defect

RichClient:Email

223972

Embedded Bitmap images (image files with bmp extension) are not displayed properly on the Rich Client.

RichClient:Email

225515

Problem with html format body declaration if missing it causes problems with IC agent line breaks.

RichClient:Email

225488

If an email with html format enters IC with no defined color, the Avaya Agent sets the background to black.

RichClient:Email

225618

Copying text from email resource body into a new email causes an extra return line. (occurs with plain-text and HTML composition)

RichClient:Email

225516

When composing new email in IC the cursor is placed on second line in the body of email ( after PR's 1039 and 1073)

RichClient:Email

223972

Embedded Bitmap images (image files with bmp extension) are not displayed properly on the Rich Client.

RichClient:IC Login

226169

IC agent application allows the same agent to log in from multiple locations without throwing any errors.

RichClient:IC Login

225808

In the Avaya Agent Login dialog box, the tabbing works fine but sometimes the color of the 'focus' rectangle changes to white in color.

RichClient:IC Login

226169

IC agent application allows the same agent to log in from multiple locations without throwing any errors.

RichClient:Qconsole

224757

Agent is not able to use Tab key in Softphone login sheet of QUI [ causing due to visible property set to false of Qprompter component in CDL]

RichClient:Qconsole

225068

Agent not showing proper task load

RichClient:Qconsole

225212

IC Script WACEngine_PerformConsoleAction does not handle opening WinZip files

RichClient:Qconsole

224757

Agent is not able to use Tab key in Softphone login sheet of QUI [ causing due to visible property set to false of Qprompter component in CDL]

RichClient:Qconsole

225068

Agent not showing proper task load

RichClient:Qconsole

220844

Avaya Console split into "Bottom_Frame", "Right_Frame" tab while unchecking and checking "Always on top" option

20

IC 7.2 Release Notes

May 2009

Fixed defects

Component

Key

Summary of reported defect

RichClient:Softphone

225145

Report Server crashes when try to canonize empty Advocate qualifiers string. Canonization been implemented to sync RS md5 algorithm with Advocate implementation.

RichClient:Softphone

225794

StatusDialog Error on conference sequence if party drops before conference complete.

RichClient:Softphone

225124

Agent goes to AUX instead of available when the agent initiate a call while in Timed ACW.

RichClient:Softphone

225359

The first agent's "consult" window disappears when the caller was transfer from first consultees to the second consultees.

RichClient:Softphone

225649

A second consultative xfr can be initiated on a contact which already has a consultative xfr initiated for the same contact but not yet completed.

RichClient:Softphone

225647

During consult/conference, the reconnect button needs to be disabled from QConsole.

RichClient:Softphone

225475

Telebuttons redraw mutliple times before becoming stable.

RichClient:Softphone

225124

Agent goes to AUX instead of available when the agent initiate a call while in Timed ACW.

RichClient:Softphone

225124

Agent goes to AUX instead of available when the agent initiate a call while in Timed ACW.

RichClient:StausDialog

226196

Changing Labels field name for the taskload for all the channels.the load values are not reflecting the correct state in AUX in both Manual and Automatic blending mode

RichClient:StausDialog

226196

Changing Labels field name for the taskload for all the channels.the load values are not reflecting the correct state in AUX in both Manual and Automatic blending mode

RichClient:UAD

226543

If the user knows the agentid of the existing agents to transfer the email, then the UAD should allow the user to enter the agent id and transfer the contact instead of browsing the huge list of UAD treeview.

RichClient:UAD

225645

Buttons that for Transfer/Consult etc that are not usable due to call state should not be active

RichClient:UAD

225640

When we click on the Initiate/Consult/Transfer button or from Media->show directory, the UAD is loaded with the focus on the Queues Tab.

IC 7.2 Release Notes

May 2009

21

Enhancements and fixed defects

Component

Key

Summary of reported defect

RichClient:UAD

225639

On the agent side, In the Media Tab->Rightclick and select-> Show directory dialog, we have 'To' and 'Comments' text box and 'OK' button, which are quite confusing as they do not have any functionality.

RichClient:UAD

225671

In IC 7.0.2, Agent application screen freezes when paged pool memory allocation hits more than 537 KB

RichClient:Vtel

225116

When in Manual Blending mode, vtel does not allow Voice Channel to go from one AUX reason code to another AUX reason code if the general agent state is different than the voice channel state

RichClient:Vtel

225396

When agent changes AUX code via Avaya IC 7.1.1 Agent, two aux codes are sent to the switch via the TS server i.e the new aux code followed by the previous aux code.

RichClient:Vtel

225254

If a hardphone logout is received while Avaya Agent or Siebel is in wrapup, the client will not deassign. Client will be in bad state, possibly causing resource busy errors.

RichClient:Vtel

225818

AIC 7.1.3 - Email channel - VTEL.exe crashes on contact date in Croatian "*et" and Agent gets "Application Busy, Switch To/Retry" and cannot work the contact.

RichClient:WCAgentClient

224841

Chat - typed text for first contact will show in second chat contact as well

RichClient:WCAgentClient

225485

The cursor does not land on the email compose window when the agent selects "reply to customer" icon on the webagent.

RichClient:WCAgentClient

217898

The Save dialog for email attachments should prepopulate the file name

RichClient:WCAgentClient

225521

WebAgent goes all grey when activating a chat contact

RichClient:WCAgentClient

225549

agent resources are getting disappeared after selecting the "save resources" button on the webagent

RichClient:WCAgentClient

225447

After applying 702 SP, WebAgent hangs after receiving *thai* characters from caller.

RichClient:WCAgentClient

225919

IC should detect incompatible character set encodings and use UTF-8 charset for outbound email

22

IC 7.2 Release Notes

May 2009

Fixed defects

Component

Key

Summary of reported defect

RichClient:WCAgentClient

225791

The WebAgent should not include identifiable information about the agent in the "Content-Type" header of an outbound email.

RichClient:WCAgentClient

225751

Webagent hangs when an HTML email is sent with controls like dropdownbox,textbox,etc

RichClient:WCAgentClient

225335

Attachment name is printed in encoded format, when an email with attachment is printed from WebAgent

RichClient:WCAgentClient

225420

When we compose a new email, the email template has a preinserted line and a preformatted space. When you press the Backspace key to compose on the first line, the font changes. An unexpected behavior is also observed when navigating with

RichClient:WCAgentClient

225473

When we forward an email with out adding anything to the original email, the webagent is kind of hang state, it does not send that email.

RichClient:WCAgentClient

225517

Word wrap does not work properly when replying to an email. Words are cut off mid-word instead of moving the entire word to the next line.

RichClient:WCAgentClient

225526

Webagent logging autoflush setting should be configurable and set to false by default

RichClient:WCAgentClient

225548

Inbound email in webagent shows as having an extension of "untitled.plain" instead of "untitled.txt"

RichClient:WCAgentClient

225550

When an email in plain text with attached email (*.msg or *.eml) in html form is not properly open in webagent (Unexpected message information)

RichClient:WCAgentClient

225575

There is a problem with the way that the composition window of Web Agent handles the Shift-Space combination.

RichClient:WCAgentClient

225576

When an agent types a hyphen (-) after a number in IC Web Agent, a space is inserted between the number and hyphen.

RichClient:WCAgentClient

225722

HTML Agent Resources should use "
" tags for line returns instead of ""

RichClient:WCAgentClient

225240

Request for the ability to change the default location for saving attachments in the Web Agent client

RichClient:WCAgentClient

225405

Bounce email occurs when agent closes ("X") pool selection dialog box in WebAgent.

IC 7.2 Release Notes

May 2009

23

Enhancements and fixed defects

Component

Key

Summary of reported defect

RichClient:WCAgentClient

225643

On WebAgent, Subject line is not populated from Email Templates in the subject field of email editor

RichClient:WCAgentClient

225662

Problem Description : While performing an email history search, one needs to click explicitly on the Search button. It doesn't accepts if we hit "ENTER"

RichClient:WCAgentClient

225734

Body of email is not displayed in WebAgent when email is sent with an HTML attachment from Mozilla Thunderbird email client

RichClient:WCAgentClient

225513

IC WebAgent's list of attachments does not scroll if the number of attached files is sufficiently large to extend from the screen.

RichClient:WCAgentClient

225574

If saving an email attachment file in WebAgent using a file name that is already present in the given folder, WebAgent overwrites the file without the usual warning dialog ("A file with the same name already exists! Do you want to overwrite

RichClient:WCAgentClient

226397

Reply, Reply All, or Forward an HTML email using Webagent, the header quote that gets built is different than when the email is plain text.

RichClient:WCAgentClient

226304

Agent can not type into WebAgent's "Say" textbox while in Chat Mode

RichClient:WCAgentClient

225786

IC agent is not able to paste the screenshot obtained by print screen in the IC webagent while replying to an email

RichClient:WCAgentClient

225690

IC 7.1.1 : Require a Hyperlink support in webagent to open a simple embedded html link from the inbound email.

RichClient:WCAgentClient

225689

There is no option to set the default fonts in webAgent for the reply(compose) emails.

RichClient:WCAgentClient

226029

Emails of size equal or larger than 240 kB will take up to 20 seconds to open when recieved on agent desktop

RichClient:WCAgentClient

225690

IC 7.1.1 : Require a Hyperlink support in webagent to open a simple embedded html link from the inbound email.

RichClient:WCAgentClient

225616

Outbound email pool name field on default pool list in Web Agent should be longer

24

IC 7.2 Release Notes

May 2009

Fixed defects

Component

Key

Summary of reported defect

RichClient:WrapupDialog

226497

If three or more wrapup dialog-box is present then 'reset softphone' hangs IC-Agent application.

SDK:Bridge

225631

WorkItemContactAttributesChanged event is not fired when a contact attribute is changed (problem is in both Java and DotNet)

SDK:Bridge

226455

SDK will not let you send DTMF digits when you initiate a conference or a consult. You must complete the collaboration before you can send DTMF.

SDK:C#ClientLibrary

225108

Unable to set values for ContactAttributes with the C# library.

SDK:C#ClientLibrary

225251

IC SDK does not provide functionality to change AUX reason code while in AUX. This is a loss of functionality for those customers moving from thick client, thin client, or VTEL based clients.

SDK:C#ClientLibrary

225340

When making an outbound call, if the destination is busy the SDK does not communicate back to the client that the line is busy (VoiceInteraction State Model does not include a busy state) The workitem stays as Initializing

SDK:C#ClientLibrary

225456

Emails that are sent for quality assurance can not be completed/released/wrapped via the SDK. They get stuck.

SDK:C#ClientLibrary

225340

When making an outbound call, if the destination is busy the SDK does not communicate back to the client that the line is busy (VoiceInteraction State Model does not include a busy state) The workitem stays as Initializing

SDK:C#ClientLibrary

226183

In .NET: Session.SessionAttributesChanged event is not fired on changing the the Session attributes.

SDK:C#ClientLibrary

225456

Emails that are sent for quality assurance can not be completed/released/wrapped via the SDK. They get stuck.

SDK:JavaClientLibrary

225667

SDK: ADU data is not accessible directly after login

SDK:WebServices

226444

The tomcat webservice is occupying a huge memory space causing core and sdk server to go down.

SDK:WebServices

225635

By default, the IC Web Services login authenication requires the agent login to have Administrator role. Enhancement request to allow Agent role.

IC 7.2 Release Notes

May 2009

25

Enhancements and fixed defects

Component

Key

Summary of reported defect

Siebel:AICD

225495

Siebel is being sent 2 OnSiebelWrapUp events from AICD when a voice contact disconnects in Native integration

Siebel:AICD

225672

Need Status text messages for corresponding TS events (Login/Logout/AuxWork/Wrapup) on Siebel toolbar

Siebel:AICD

225694

Rapidly logging out and logging in using the CTI buttons provided (login/logout doors) in siebel tool bar ;Agent could only see the Logout button on the Siebel thin client after login all other buttons are disabled

Siebel:AICD

225884

In Japanese Siebel browser, a 'buscomp' error (SBL-CSR-00103) is shown when agent accepts a chat or voice contact.

Siebel:AICD

225747

Siebel CTI Complete Conference button is enabled when Ring event is received instead of the Connect event.

Siebel:AICD

226370

he TS ASSIGN performed by ASIS / UOM needs to be performed first and completed before the AICD assign is attempted.

Siebel:AICD

240181

IC4S7 does not play sound (via a .wmv/.au file on the Siebel app) yet the Siebel CTI Connect driver, running on the same Siebel application server as the IC4S7 driver, does play sound on an incoming call event.

Siebel:AICD

225694

Rapidly logging out and logging in using the CTI buttons provided (login/logout doors) in siebel tool bar ;Agent could only see the Logout button on the Siebel thin client after login all other buttons are disabled

Siebel:AICD

242416

OnGetEDUData event data does not provide SiebelWorkItemId value properly.

Siebel:ASIS

225819

Siebel WorkItem is getting stuck when alert & disconnect is receiving at same milli-second in IC

Siebel:ASIS

225358

ASIS server is unable to refresh Agent's voice properties even after the agent re-login in IC-Siebel native integration

Siebel:ASIS

225725

Closing the Siebel browser window a couple of times after logging in causes ASIS to lose the login state of the agent. Recovery needs ASIS to be restarted.

26

IC 7.2 Release Notes

May 2009

Fixed defects

Component

Key

Summary of reported defect

Siebel:ASIS

225767

Cannot change Aux code while in Aux with SiebelAICD.ChangeAuxReasonCode command

Siebel:ASIS

225790

Agent stuck in ASIS during login and logout (Race Condition); asis server in process of agent logout but login request came before completing logout of same agent results agent stuck in asis

Siebel:ASIS

226098

ACW feature is broken in IC7.1.3-Siebel7.8 integration

Siebel:ASIS

226150

Siebel AICD server fails to issue a vdu.terminate on the edu, which causes it to stay in EDU Server longer than necessary

Siebel:ASIS

226516

Release of workitem automatically activates the last workitem (if it is an email) from the workitem drop down list.

Siebel:ASIS

226314

Inconsistent display of call in wrap-up (IC-Siebel

Siebel:ASIS

226254

When TS times out a wrapup, it should transition the agent back to a ready state as specified in their properties.

Siebel:ASIS

226235

IC 7.1.3 Native Siebel - Unable to transition from wrapup to AUX when using Auto-In

Siebel:ASIS

242961

After agent resets from ACW through toolbar, Aux reason code is set to default value.

Siebel:ASIS

226457

Native Siebel : Inconsistent behaviour between Siebel and ACM regarding ACW when doing an unsuccessful outbound-call

Siebel:EAI

225238

EAI Server Crashing Daily after Service Pack Upgrade to 6.1.5 (Nokia APAC)

TSA

226152

TSA Server Crashes Intermittently as entries in Abandon lists and delivered are removed

TSQS

225736

TSQS does not reconnect and monitor calls if connectivity to the database is lost.

TSV5

225219

TS keeps on assigning and deassigning in a MSHS setup causing the CPU usage to go extrememly high

TSV5

225157

If an agent has auto answer set to yes in PBX and not monitored by IC, call gets in to an invalid state.

TSV5

225964

ADU's voice.state field gets reset incorrectly

IC 7.2 Release Notes

May 2009

27

Enhancements and fixed defects

Component

Key

Summary of reported defect

TSV5

226270

Advocate call should not be routed to the agent after wrapup timeout.

TSV5

224896

TS.ResetPhone method doesn't clear the wrapupbyclient TTL

TSV5:ASAI

225379

TS should be able to handle the Single step conference listen only Connect and Drop events properly.

TSV5:ASAI

219396

TSV5:Enhance resolution of voice..queue_key, voice..sourcequeue, and voice..queuetime

TSV5:ASAI

225510

DNIS is not populated on outbound call when C_Cut_Through event is received.

TSV5:ASAI

230822

Inconsistant state of wrapup after TimedACW call

TSV5:ASAI

225918

Default Definity Reason Code configured on TS doesn't support reason codes > 9

TSV5:ASAI

226398

IC-Agent continues to dial forever, for an external busy destination (C_CUT_THROUGH)

TSV5:ASAI

226157

If C_Connect event is process by the CSM while the call state is vduvalidating, the TS.Connect event is not generated and sent to the client.

TSV5:ASAI

226398

IC-Agent continues to dial forever, for an external busy destination (C_CUT_THROUGH)

TSV5:ASAI

209503

Unable to complete a conference/transfer if the party you are transferring to, consults to a third agent.

TSV5:Aspect

wi00225376

TSV5 Aspect: TS Crashes when agent tries to conference the calls more than once.

Unix Install

225484

Non-root user with admin privileges is not able to install IC71 in Solaris

VBCore

225350

When an iApp.CreateFocus fails during a screenpop due to a modal dialog box being left open, the focus cleanup routine does not successfully complete which can cause propagation errors later.

VBCore

225505

QUI: Receiving error 5 in frmBase.Form_KeyDown, focus fails to draw and is left blank

WAA

225199

WAA Crash in WAA.RetryAfterTimeOut after PR690 applied

28

IC 7.2 Release Notes

May 2009

Product updates and patches

Component

Key

Summary of reported defect

WAA

225419

WAA dequeues a random email and does nothing on that email, when a timeout is set on an another email.

WACD

223444

WACD Admin is not displaying qualifiers for all contacts that are queued in WACD

WACD

225556

Multiple emails are assigning to the agents where only 1 email at a time should be assign (email taskload is set to 1)

WACD

225547

Need to increase ccq.w_offline_task.customer_login field to store emails with "From" address as per RFC

Product updates and patches Note:

Note: For a detailed, latest list of all the product updates and patches, visit the Avaya Technical Support Web site http://www.avaya.com/support. The Avaya Technical Support Web site allows you to download the latest patches and also provides you installation instructions.

Type of patch

Key

Summary

Cisco TS

313573

Cisco TS does not ask for feature license from license server. This issue is been fixed in Cisco TS. Note that now Cisco TS will consume Ericsson TS licenses.

SIP TS

225943

Failed to register route point if using sips protocol for outbound proxy in SIP TS configuration. This issue is been fixed in SIP TS which will support TLS now.

IC Email

289281

Email is going back to Supervisor in case of preferred agent and QA. This issue is fixed.

IC Email

280256

Contact getting terminated after Supervisor approves or rejects a contact before WACD closes the contact. This issue is fixed

IC Email

294332

ICEmail server performance needs to be tuned. This issue is fixed.

IC 7.2 Release Notes

May 2009

29

Enhancements and fixed defects

30

IC 7.2 Release Notes

May 2009

Known problems

Known problems in Avaya IC 7.2 There are some known open issues in Avaya IC 7.2. The following section describes these issues and their workaround, wherever possible.

Key

Summary

225091

The non functional WebACD Server fails to stop completely. Workaround: Kill the WebACD Server process, if it is running.

226202

A new ccq or repository database created in SQL Server 2005 will always rebuild the constraints when a reconfigure is performed even though there were no changes made to the design

225285

Network or DB problems can cause WebACD and Email server to get out-of-sync with DB. This can lead to old emails coming back into system.

224930

When the WebACD is restarted emails are renqueued at their original priority when they first came into the system.

225217

Config tool doesn't create IC Web Services NT service. Workaround: Manually create the service by running "icwebservices install server.icwebservices.xml"

280567

WACD Admin page shows ACD down(For Non-Functional Server) when the server goes off network for 6-8 seconds & comes back on network. Workaround: Restart the non functional WACD server.

IC 7.2 Release Notes

May 2009

31

Known problems

224353

if agent pc goes out of network, it does not recover unless voice calls are completed manually. Workaround: As soon as the network between the Agent desktop application and IC servers goes down, there will be a message box popping up on the agent desktop saying the connection to the core service failed. When this happens, the agent should manually logout of the hard phone, making the agent unavailable for any calls. This will make the TS to logout the agent internally and update the routing engine accordingly. When the network comes back up, the agent can restart the agent application which will log the agent into the switch and the system will work without any problem.

226519

Events Lock timer is not being checked for expiration until new switch event is recieved on the locked monitor. Workaround: Main route point should not be part of the device list and VDN should be monitored.

236073

contact count and specific contact count for original service class are not being decremented as expected when contacts go through the preferred agent block in the qualification flow and then are routed to the exception flow

242785

Exception requeue option for preferred agent is not working n advocate routing

226087

SIPTS: MSHS feature stops working if one of the TS looses network connectivity and then reconnects. Workaround: Restart one of the SIPTS servers.

305673

Sys_transfer.update_vq_cache crashes when used with regions where decimal seperator is other than ".". Workaround: Use val instead of CDbl function in this flow.

280061

On mapping new poller cluster to an email cluster, email server does not fetch email from that poller server. Workaround: Email servers part of the mapped email cluster need to be restarted.

286167

32

The emailcount field in EDU is not being updated

IC 7.2 Release Notes

May 2009

Known problems in Avaya IC 7.2

280647

Intermittently Email server does not stop. Even when it stops sucessfully, crash logs are created. Workaround: Need to kill Email server process.

308273

On multiple QA iterations (approver rejecting an email) the second last contact in not marked as closed.

301554

Version of QuikSoft's emsmtp.dll shipped with IC reports error in Windows Application Event

304240

AAWC application hangs, if default email cluster is down and agent tries to reply to an email. Workaround: Forcefully log out the agent and relogin.

307576

WebAgent is displaying only 2nd set of HTML tag, for Emails having multiple , , and tags

231599

In Multi-tenant administration, a property value change in a non-Roman language such as Chinese or Korean requires a restart of ICM service to show the new value properly in that language.

313222

When the Poller has connectivity issues with the exchange server while doing a check email, the pollCycler thread for that mail account exits and this mail account will not be polled again. Workaround: We can resume polling for the mail account without restarting Poller Server by following the below steps: For poller to start polling the mail account again, do the steps below, after the connection to the exchange server is established. 1) Check if the connection to Exchange Server is established. 2) Go to ICManager, disable the mail account. 3) To start receiving mails from this mail account, Enable the mail account from ICManager. Above steps will start the thread for polling the mail account whose thread existed previously.

IC 7.2 Release Notes

May 2009

33

Known problems

226044

ictomcat.sh is not installed if SDK is configured without the Website configuration, due to which SDK service cannot be started. Workaround: Complete the following steps: 1. Run the config tool and click on the Website tab and just click apply. 2. Click on the SDK tab, fill up the details and then apply the settings.

226338

Selecting pre-typed/existing value in text control of collaborated browser window using mouse is not getting reflected at another end. Workaround: Change some value in pre-typed text to make it visible.

Known problems in Avaya IC 7.2 documentation Following are the known issues in IC documentation.

34

Key

Summary

241139

IR 4.0 - IC 7.1 Integration : No Document available on AVAYA Support Site.

225196

6.1.5 Readme - Configure JDK1.4 section is confusing

222664

Pathnames for IC components will not be updated to say IC_INSTALL_DIR/IC71 in books not being opened for IC 7.1

293960

In Install.pdf example link for ICTest shows "9606" as port, Where as it listens on Port 9600, Which is tomcat base port.

226552

Document that it is necessary to use a locale that supports use of the period for decimal representation for Advocate flows to work properly.

222300

Advocate documentation incorrectly states that Backup work gets only serviced if there is not reserved work that agent is activated for.

302242

Security checklist is not provided in IC documentation

224572

Changes to AAWC Customization from MRs fixed in IC 7.1

IC 7.2 Release Notes

May 2009

Known problems in Avaya IC 7.2 documentation

Key

Summary

307668

IC 7.2 - IR 4.0 - DD 5.0: Documentation: Integration is not successful by following "Avaya Interaction Center Release 7.2 - Avaya IC Integration with VP/IR" document.

225655

Need to mention in the product document that "AUXRONAReasonCode" works only when IC is integrated with BA for Voice Channel

223011

Prerequisitie and installation documentation should explicitly address requirements for PDM with respect to database connectivity

277337

IC 7.1 -Siebel Integration Should NOT have any references to Siebel 7.x

226328

Need to update documentation for AIX, to change locale from "EN_US" to "en_US"

226228

Description provided for Generic.GenericUpdate method for TS server should be changed in the core.pdf (page 31)

225178

IC7.1 docs don't mention that there is a SNMP MIB file available or where to find it

224666

Remove Documentation Ordering information from all documentation -after market printed documentation/doc CDs no longer supported per Product Management

224022

User document referencing Voice Chat dose not match the Rich client GUI

287792

Log related configuration parameters must be documented for RLManager.

297674

Customer wants a setting that would stop the dataserver from trying to reconnect to the database, when the database is down for 30 minutes or more.In this case it is recommended to shut down IC.Need to document this.

300244

The property "chat.attributes.cookiesEnabled" should not be shown in the Tenant Chat properties as applet chat is not supported in IC 7.1

307172

WACD WebServer name must be changed depending upon the website deployment.

301959

Default password should not be displayed in documentation

231779

IC pre-req document for TS needs to be change as AIC ASAI Core and Plus are not required as pre-requisites for Agent events/States to work .

225504

WAA.RetryAfterTimeOut for requalifying contacts is not documented

226505

Suggested Responses should be document properly mentioning all the detailed steps

302239

IC7.2 Customization Guide is not availble in the Server Machines.

IC 7.2 Release Notes

May 2009

35

Known problems

36

Key

Summary

303172

Need to document Rich and Thin Client behaviour when default email cluster goes down.

225638

The IC system doesn't creates the required subfolders for "Default WebSite" under IIS in French environment after running the configuration Tool.

297643

286378 issue needs to be documented.

299484

In solaris IC server installation, library paths does not set correctly.

222836

VOX documentation dealing with "pings" initiated from an IVR that connectgs to the VOX needs to reference VOX.ping instead.

307651

IC 7.2 Documentation: Wrong file extension mentioned for required files in web-inf folder in icconnector directory of Dialog Designer Machine.

223700

AAWC OnLine help refers to prompt to install WindowsManager.ocx. Prompt has changed (we now install avayaaicagent.cab)

224417

Documentation needs to be updated to reflect no support for VoIP Chat and Collaborative Form Filling

225621

IC 7.1 documentation (page 237 of install.pdf), should mention the need of creation of another website, if additional ICM server is configured.

224976

The WSC help file contents needs to be corrected

297801

MS Exchange Server 2007 is changing invalid char set of the Email to valid character

306302

IC 715 Documentation doesn't tell role of globalpreferences.xml file

300052

Documentation doesn't specify the limitations of "co-browsing/ auto-syncing" for the websites that requrie authentication.

205351

SEC_DOC_AVAY_060 - A general section to address secure deployment and operation of AIC is needed in the documentation

277335

IC 7.1 -Siebel Integration Should NOT have any references to Siebel 7.x

241136

IR 3.0 - IC 7.1 Integration : No Document available on AVAYA Support Site.

224845

Documentation - NLS_LANG value for Oracle needs to be changed for all languages

225142

At the bottom of Page 144 of the install.pdf guide, there is missing text starting wtih "You can", but with nothing else

224967

FRA-OLH Footer in Contents is in English - this appears in the PDF

225181

Installation docs should state location of nethome directory created by installer

IC 7.2 Release Notes

May 2009

Cisco TS known issues

Key

Summary

221846

The Database Designer User Guide is referenced in the 7.0 manuals and that manual title no longer exists

225060

THA : incorrect spelling in Help Topic (about Translation)

Cisco TS known issues The following are Cisco TS known issues: Key

Summary

314919

A generic error is obtained in the TS log for call related scenarios

314348

For a conference using the hard phone, when the agent does 'move conversation' twice, completes the conference and when one of the agent hangs up the call, the call disappears from agent's hard phone but still remains in the Soft phone.

314338

When a call gets RONA, there is a TS.Abandoned event instead of TS.Rona event in the TS log.

314303

Internal blind transfer to a route point using a soft phone gives a TS.Abandoned event in the log

314940

When a conference to route point is made in a Rich agent, the "Complete" button is enabled when the call rings in the other agent.

313573

Cisco TS does not ask for feature license from license server. This issue is been fixed in Cisco TS. Note that now Cisco TS will consume Ericsson TS licenses.

Cisco TSQS known issues The following are Cisco TSQS known issues:

IC 7.2 Release Notes

May 2009

37

Known problems

Key

Summary

314771

Cisco TSQS - The value for 'averagedelay' is incorrectly updated in the Cisco AWDB database and TSQS log.

314959

When a call is placed in queue for 15 or lesser seconds, offered to the agent, and then is abandoned, 'Abandonmiss' has a negative value.

38

IC 7.2 Release Notes

May 2009

Technical Support If you are having trouble with Avaya IC 7.2, you should: 1. Carefully follow the instructions in written or online documentation. 2. Check the documentation that came with your hardware for maintenance or hardware-related problems. 3. Note the sequence of events that led to the problem and the exact messages displayed. 4. If you continue to have a problem, contact Avaya Technical Support by: ●

Logging in to the Avaya Technical Support Web site http://www.avaya.com/support



Calling or faxing Avaya Technical Support at one of the telephone numbers in the Support Directory listings on the Avaya support Web site.

You may be asked to email one or more files to Technical Support for analysis of your application and its environment.

Note:

Note: If you have difficulty reaching Avaya Technical Support through the above URL or email address, please go to http://www.avaya.com for further information.

Avaya Global Services Escalation Management provides the means to escalate urgent service issues. For more information, see the Escalation Contacts listings on the Avaya Web site.

Note:

Note: To download product updates and patches, visit the Avaya Technical Support Web site http://www.avaya.com/support.

IC 7.2 Release Notes

May 2009

39

Technical Support

40

IC 7.2 Release Notes

May 2009

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