Avaya Interaction Center Release 7.2 Release Notes
May 2009
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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