Avaya Interaction Center 6.0 Readme

Read this document before installing and configuring Avaya Interaction Center (Avaya IC) 6.0. If you are migrating from an earlier version of QeS, please read the Migration Guide before proceeding. The Migration Guide is available on the web at http://www.avaya.com/support/qq. Refer to Migration for more information.

Avaya Interaction Center 6.0 (Avaya IC 6.0) is supported on Microsoft Windows platforms only. It will be supported on Sun Solaris in future releases. For detailed information on supported platforms, refer to the IC Installation Prerequisites Guide.

Note: Under certain conditions, reporting results from the voice channel may be inaccurate. Refer to key 72411 in Telephony for more details.

This Readme file contains last-minute information that is not in the regular documentation. For basic information about installing Avaya IC 6.0 see the IC Installation and Configuration Guide.

This Readme contains the following sections:

Additional information that becomes available after the publication of this Readme is provided on the Avaya Interaction Center 6.0 Readme Addendum on the web at: http://www.avaya.com/support/qq.

Installation

This section describes the known issues and, where applicable, workarounds related to the installation of Avaya IC 6.0. This information is not included in the IC Installation and Configuration Guide.

The localized version of Avaya IC 6.0 includes a Localization Installation Addendum with information about installing and configuring Avaya IC in the supported languages. Please review that addendum carefully before you proceed.

NOTE: For other known issues, see Migration and Known Problems and Workarounds.
 
Component
Key
Summary
Installation Prerequisites
71272
JRun 3.1 is no longer available for sale from Macromedia.

Workaround:
Avaya Product Management has contacted Macromedia and JRun 3.1 continues to be available directly from Macromedia.

Use this link to get JRun 3.1:
http://www.macromedia.com/software/jrun/productinfo/faq/general/#p600
Installation Prerequisites
90411
Contact centers that use the Avaya Definity G3 switch and the corresponding Avaya Computer Telephony Server for voice contacts need to download the latest version of the CVLAN Client to use Agent Events functionality on Avaya IC 6.0.

To download the latest version of the CVLAN Client:

  1. On the Internet, access the Avaya Technical Support website at: http://www.avaya.com/support/qq.

  2. Click on Support Centre Home on the upper left side of the screen. You do not need to log in.

  3. Select Call Center / CRM from the options displayed on the Support Centre Home screen.

  4. Scroll down to Computer Telephony Integration (CTI) on the list of products.

  5. Click on CVLAN Client from the list under Computer Telephony Integration (CTI).

  6. Select CVLAN 8.2.1 (or the more recent version available).

  7. Follow the instructions provided on the screen.

  8. Select the CVLAN Client for a Windows environment. (This is currently cvlan_nt_821.zip, but this may change.)

Installation Prerequisites
91099
The Voice Chat media channel is supported on Netscape 4.x for the customer browser. The customer browser may experience outages when Voice Chat is run on Netscape 6.x.
NT Install
91549
The Avaya IC 6.0 website fails to initialize due to a bad icudt20.dll. The icudt20.dll file sometimes gets corrupted, but there is no pattern to this.

Workaround:
Copy icudt20.dll from the Installation CD. One way of identifying if there is a problem is by comparing the 2 files using "comp" or "fc /b" commands.

Migration

The Migration Guide is available through the web at http://www.avaya.com/support/qq. To access the manual from this website:

  1. Enter your login id and password at the Login screen.

  2. Click Login.

  3. Select the Product Documentation link.

  4. Click the eContact/Interaction Center 6.0 link.

  5. Select the Migration Guide from the list of available documentation.

If you do not have a WebQ (Avaya customer) username/password, and you are an approved Support contact, please send an email to Avaya CRM Support ([email protected]) along with your preferred username and password.

Your username and password must be at least six characters long. The password must contain at least one number. Your username and password cannot be the same.

NOTE: For other known issues, see Installation and Known Problems and Workarounds.

New Features in Avaya IC 6.0

This section provides a brief description of the Avaya Interaction Center features that are new or significantly improved in Avaya IC 6.0 including:

Avaya Computer Telephony

Avaya Agent

IC Manager Administration Tool

Supported Platforms

All platforms (browsers, operating systems, databases, etc.) supported in Avaya IC 6.0 are documented in the IC Installation Prerequisites Guide.

Avaya IC 6.0 is supported on Microsoft Windows platforms only. It will be supported on Sun Solaris in future releases.

Enhancements

Many components were significantly enhanced in Avaya IC 6.0. A total of 24 product enhancements requested by customers were closed in Avaya IC 6.0, including the following:
 
Component
Key
Summary
Agent Install
59188
The Agent Installation no longer requires a web server. You can now install an agent client using either a web server or network share.
Avaya Agent
56250
Additional menu item added to the Avaya Agent to allow customization of text windows. This enables users to resize the text (small, standard, large, huge) when the focus is set to the email text window.
Avaya Agent
59909
Enhanced the Avaya Agent client to provide additional security including the following features:

  1. Account lockout after a number of failed login attempts.

  2. Force a password change on login.

  3. Password expiration after a certain number of days.

  4. Allow agents to change their passwords.
Avaya Email Management
54527
In previous releases of the system, outbound emails had to be associated with corresponding inbound emails. Avaya Email Management is enhanced to remove this limitation and enable users to send emails that do not have to be related to received emails.
Database Designer
51011

Increased the limitation of characters for a database table alias from 18 to 30. The previous limitation of 18 characters for an external table made integrations to databases on external systems difficult.

NT Install
51982
The installation process was simplified by reducing the numbers of steps and pieces of software that need to be installed.
NT Install
70465

Enhancements were made to the Configuration Tool including:

  1. Each field has associated tool tips.

  2. Each field displays an example.

  3. Website Context field has been removed from the GUI.

  4. Web Server Name field is now listed after Web Server Home.

  5. Removed the FQDN label from Web Server Host field. By default this field displays the host name.

  6. Replaced the %WEBSERVER% pattern in webadmin.cfg with <Web Server Host>.<Web Server Domain>

  7. Relabeled CCQ data source as "IC Data Source".

  8. Changed the label "Configure Email" to "Configure Email Template Administration".

  9. Changed JRun server default name to "default".

  10. Display a message when problems occur.
Prompter
59171
The Prompter blocks have the Debug option in Advanced tab for the block, like EDU blocks, to allow the user to turn on more debugging for the Prompter flow.
Shared Browser
63034
Shared browsing functionality now uses a 1 second polling interval to check for changes. This replaces previous functionality that required the user to tab or switch to another field before changes would be replicated.
Softphone
59283
The Softphone enables the user to switch from the caller to a third party and back during a consultative transfer or conference.
60722
The MakeCallSynch method is provided for the softphone. It is used to initiate the call and return an EDUID, which can be used to hang up the call if no connection is made to the other phone.
VOX Server
58699
The VOX Server can be configured to enable the user to designate, by alias name, the Workflow Server to be used by the VOX Server.
Web Agent
60346
Users who do not use the information retrieved in Customer History can disable the Customer History tab and the queries that it initiates to save system resources.
Workflow Server
60458
The Workflow Server previously tried to restart a Telephony Server two times over a period of 20 seconds. The Workflow Server can now be configured to try to restart a Telephony Server more times and more often, providing more control over the system.
Web Response Unit
53462
Avaya IC 6.0 is enhanced to support larger searching the Web Response Unit for phrases and groups of words.

Customer Reported Defects Fixed in Avaya IC 6.0

For Avaya IC 6.0, 100 of the critical defects and high defects reported by customers were closed, including the following:
 
Component
Key
Summary
Avaya Agent
62005
For agents logged into Avaya Agent with Softphone, it takes too long for the Avaya Agent client to go from AUX to AutoIn when the Agent icon is clicked.
Avaya Agent
62218
While transferring a call from one agent to another agent, the Avaya Agent client for one of the agents stopped running.
Avaya Agent
62908
The Avaya Agent is holding EDUs, all the contacts are not getting retired into the database.
Avaya Agent
70570
The agent login procedure fails, returns the message "CORE SERVER login failed".
Avaya Agent
72496
The Status Control should not be setting auxwork.detail string.
Avaya Email Management
62382
The Avaya Email channel intermittently stops running.
Business Applications
63099
If you sort the results of a search in the browser, then update a record from the search, the browser becomes out of synch with DCO. You will not be able to retrieve the record.
Business Applications
63436
After making an update with multiple rows selected, the browser does not refresh with all the correct information. It zeros out the information that did not change and only populates the fields that were multiupdated.
DataServer
59989
A DUStore.Delete of 1000 (default) expired EDUs causes DCO problems that contribute to the Dataserver losing DB connections. It must be restarted to function again.
DataServer
91558
The DataServer returns an IC Data Source error in a multi-domain environment on multiple machines.

Workaround:
If you are running 2 Oracle Data Servers on 2 separate machines, install the Oracle client in the same drive and directory on each of the 2 machines.
Directory Server
70413
The current implementation of the Directory Server does not support 'Generic Update' functionality.
Documentation
63339
Direct database authentication is not supported out-of-the-box. For assistance, consult with Avaya Professional Services.
Documentation
71678
Avaya Database Designer manual, on page 83 Timeout parameter says minutes but it should be seconds.
DUStore Server
59666
If there are a lot of orphaned EDUIDs for the DUStore Server to delete, the DUStore and the EDU Servers use too many resources. This may cause other Avaya IC servers to fail (for example, the DataServer).
Electronic Data Unit Server
71322
Need to improve the performance of the EDU server.
Electronic Data Unit Server
70558
EDUs are not retired to CI Repository when there is no DUStore and the EDU exceeds the Idle time.
IC Manager
59828
IC Manager needs was not displaying the agent state when "trimwatchevents" is turned on.
IC Manager
59952
When the user added an instance of a property, the instance did not appear so the user repeated the process. Multiple instances were being created, which caused the Property Instance GUI to pop up an:

"INTERNAL ERROR- PropAdmin.getLocalPropertyInstances()"

The user was unable to add further property instances. The duplicate instances must be deleted manually from the propinstance table to return functionality.
IC Manager
59965
IC Manager is inconsistent in its behavior, it displays the newly added sections sometimes without a refresh and other times only with a refresh.
IC Manager
60380
Agent entries in IC Manager may be duplicated or missing when viewed with the Supervisor login.
ICM Server
70433
When a customer uses a double quote in their initial question at the start of a chat, any text after the double quote gets truncated.
IC Scripts
63462
IC Scripts that are linked to a focus do not run at focus create.
Prompter
91285
Occasionally, the example prompter flow will hang while being loaded. The system displays the "wrap up flow (Loading...)" link.

Workaround:
Select this link to load the prompter page.
Report Server
60502
The Report Server continually tries to insert a record (contact table) that already exists.
Softphone
62499
While the hardphone is in a call, the Call List displayed "CTI - Not Logged In".
Softphone
62685
When an agent logs into Avaya Agent and clicks on the Agent icon, the red X disappears but the hardphone is still in aux. Long delay to AutoIn.
Telephony Server
60613
When the TS.Assign method is activated, the system returns the error: "Already assigned to a device", even though the agent has logged out of and exited the Softphone.
Telephony Server
62753
The Definity Telephony Server is causing the voice contactcount to get abnormally high.
Telephony Server
62842
If agent receives consultative transfer call, and does not answer, the agent gets screen pop and message on the line appearance. Agent cannot cancel the call because customer's call has been already disconnected.
Telephony Server
63325
The system is unable to login more than 1000 agents using the Definity Telephony Server.
Telephony Server
63340
In the Telephony Server, a secondary pbxWork thread is being terminated without unlocking the associated CctiDevice object.
Toolkit
61994
The EDU Server and the ADU Server cannot call the DUStore.FindWithOperators method because it's not listed in the IDL. The Toolkit garbles the error message so you cannot tell what's wrong.
Toolkit
63319
If a server encounters an error when renaming .log file to a .bak file, it should raise an alarm and retry periodically. This should prevent the log file from becoming too large and filling the partition.
VOX Server
63289
If partial message is received from the IVR and then the pipe breaks, when the IVR reconnects and writes messages, the VOX Server misreads them and displays error messages about their content.
Web Agent
60314
If an agent receives an email with an apostrophe (') in the customer's From address, the email 'freezes' in the client preventing the agent from dismissing or replying to the email.
Web Agent
63405
The body of an email messages is blank when it arrives in web agent
Web Agent
70637
When an email is sent with parentheses in display name of the email address to another agent and other agent replies, a bad email address message is displayed when the agent clicks Send.
WebACD Server
61307
The agent gets an Invalid Email Server error if the servers are running and they try to log on.
WebACD Server
62907
If a customer leaves a chat session and does not return within specified time, the WebACD Server should allow wrapping the task properly. Currently, if the customer does not return, wrap-up is not started and, in turn, no wrap-up data is placed in the contact table.
WebACD Server
70416
The WebACD Server occasionally stops running.
WebACD Server
70616
When an email task is transferred to another agent and the WebACD Server is bounced before the agent takes the task, the task is lost. Task is not maintained in task_offline_detail when in transfer mode.
WebACD Server
70267
New Refcount function allows email EDUs to safely perform a VDU.ForceTerminate.
WebACD Server
70317
The connector needs to create an agent.+.<loginid> field created to help address client edu lifecycle issues.
Workflow Server
61567
It can take up to 45 minutes for the Workflow Server to start after the server is rebooted or was stopped in IC Manager.
Workflow Server
62341
The XML parser cannot parse non-ascii characters when running prompter flows.
Workflow Server
62342
There is a memory leak in the Workflow Server when an xml document is fetched from a flow.

Known Problems and Workarounds

This section describes the known issues and workarounds, when available, of Avaya IC 6.0, organized by component.

NOTE: For known issues with installation or migration, see Installation and Migration.

Client Applications

This section describes the known issues and workarounds, if any, related to the client applications in Avaya IC 6.0.

For information about other known issues and workarounds, see:


 
Component
Key
Summary
Avaya Agent
48909
If Avaya Agent doesn't exit properly, it leaves vtel.exe running. This causes the agent to get a Softphone Login Failure the next time they launch Avaya Agent.

Workaround:
Agents who have privileges to do so should use the Windows Task Manager to stop the VTel process. Otherwise, they should reboot the computer.

See also key 63201 under Web Agent.
Avaya Agent
59792
Multiple simultaneous logins with the same login id will cause spontaneous workmode changes and will cause problems with Avaya Operational Analyst reports.

Workaround:
Do not allow multiple agents to share the same login ID
Avaya Agent
72839
Avaya IC issues the Blender Client alarm "Possible ADU Crash: FindOrCreate initiated" after the ADU times out. This happens if the agent talks to the customer for a longer period of time than is configured in the Idle Time parameter for the ADU Server.

Workaround:
Set the Idle Time parameter for the ADU Server to the longest expected period of inactivity.
Avaya Agent
73645
When an agent is logged in to the Avaya Agent but has been inactive for a period of time, the connection to the Blender may be lost. In addition, the agent gets a Core Services Initialization failure message when trying to log in again.

Workaround:
Set the ADU timeout value to the longest expected period of inactivity. (The default is 90 minutes.)

Alternatively, enable the ADU Persist property. This writes the ADU to the database, allowing it to reconnect by reading it from the database.
Avaya Agent
90465
If an agent disconnects a VoIP call and, soon after, attempts to initiate another VoIP call within the same chat session, the agent receives the message "Voice Chat: Call disconnected." This is because it takes time for the VoIP applet to know that the call was disconnected from the agent side.

Workaround:
The agent should wait for the disconnect message from the VoIP applet before attempting to initiate another VoIP call.
Avaya Agent
90496
If you try to initiate a VoIP call after the agent session times out because you leave it open and idle for a long time, you will get an error message saying "VoIP Endpoint reservation denied".

Workaround:
Log the agent off the system, then log the agent back in.
Avaya Agent
91154
There is an issue when multimedia-enabled agents initiate more than one voice contact from the same chat contact. IC 6.0 supports 1 chat contact with at most 1 voice contact (IVChat or Callback).

The situations where this will occur include:

  1. Agent initiates a Chat/IVChat, then a Callback.

  2. Agent initiates a Chat/Callback, then another Callback.

  3. Agent initiates a Chat/Callback, then an IVChat.

Note, the GUI restricts the agent's initiating more than one IVChat from a single Chat.
Avaya Agent
91241
If a chat is transferred to a supervisor who is actively monitoring it, the supervisor will not be able to see changes to the EDU while in the chat, nor will the supervisor see a Tab for this chat in the EDU Viewer.

There is no workaround for this other than having the supervisor not look at a chat before having it transferred to them. This would be a training issue. This issue will be fixed in future releases.
Avaya Agent
91390
If an agent logs out of Avaya Agent with Deferred emails, they will no longer receive EDU Change events for the Deferred emails when they log back in to the Avaya Agent. This is because when the agent logs out, Avaya Agent removes the data from the EDU that satisfies the monitor criteria for that agent. In the standard, out-of-the-box implementation, this has no ill effect. But if you modified your implementation and rely on getting EDU change events for deferred emails, you will not get them.

Workaround:
If an implementation has changed to look for these change events, add back the agent.+ container if it is missing.
Avaya Agent
Outbound Contact
73038
In the Avaya Agent, if the Telephony Server (TS) status is Up and then changes to Down while an agent is handling an Outbound Contact call, the agent cannot continue handling Outbound Contact calls until he or she ends the conversation manually, logs off, logs in, and rejoins Outbound Contact jobs.

Workaround:
If the Telephony Server status changes from Up to Down and Up again while an agent is handling an Outbound Contact call, Avaya agent displays Core Communication Failure Notifications in a dialog box.

At the message requesting the agent complete any active calls, the agent must complete the following steps to continue on the outbound job:

  1. End the current conversation and hang up the call using the physical telephone.

  2. Click Retry.

  3. If additional notification messages display, click Retry.

  4. Log out of Avaya Agent.

  5. Log in to Avaya Agent.

  6. Start Outbound Contact:

    • Click the Media tab.
    • Click Agent until the button changes to Busy.
    • Click the Outbound Contact tab.

  7. Join the jobs that you were working on.

    • Select the jobs from the Job Name.
    • Click Join Job.

  8. Click the Off Break button to receive outbound calls.
Blender Client
62644
After ending an IVChat, the agent may go into full Auxwork. Also, when wrapping
the chat part of an IVChat first, the agent will go into full Auxwork.

Workaround: Agent should go into Available mode.
Blender Client
72611
When a voice agent is configured for outbound dialing, the agent states may get confused. The Blender Client's agent events processing conflicts with the recruitment of a agent to outbound while the agent has a call.

Workaround:
One workaround is to turn off the agent events processing through the property on the Blender Client, "agentEventsProcessing=false".

Another workaround is to toggle the agent state. Clicking on the agent head in the status control should make the agent available and recruited for outbound again.
Business Applications
72338
The Search Server feature does not work with the IC data model for Oracle only, if they use database collections.
Business Applications
58559
We need a way to allow users to format the FULLNAME field in a way that is appropriate for their location. For example, Western European locales print fullname as FirstName-LastName, Japanese locales on the other hand prefer LastName-FirstName.

Workaround:
Modify the IC Script "CustomerUpdate.qsc" in the format that suits the location.
Business Applications
62540

The Avaya Business Applications (CallCenterQ, CustomerQ, and HRQ) do not support pager functionality through the same mechanism in Avaya IC 6.0 as they did in previous versions. If the mobile device that is the target for alerts is email addressable, they can use email as the notification mechanism. The previous 3rd party software that provided the telephony paging capabilities is no longer available.

The mobile device email address will be used in future releases to notify employees and customers through an email interface to a cellular phone or pager.
Business Applications
71504
On a Korean system with two agents created, if you set one agent's UI Language to English and the other agent's UI language to Korean, the Korean agent logs in correctly and the English agent receives an error message.

This occurs because the Avaya Business Applications are only supported for a single language against a given database. All agents using that database will run the same language version of the Business Application.

Workaround:
The Avaya Agent can be configured to support multiple languages for a given database. When the Windows Application is generated, enable the Avaya Database Designer's [Localization] section and upload only the messages via the "Generate Windows Application" feature to support additional Avaya Agent languages.
Business Applications
72503
Any error messages that are returned when you request a web page from an Avaya Business Application are displayed in a list of 5 different languages.

Workaround:
Create the file weberror.html in the same directory in which you store your prompter pages (typically AVAYA_IC_HOME/etc/flows) to override the default of 5 languages that Workflow provides by default. The web page you create in that file is displayed instead.
Business Applications Tools
72880
There is a documentation error in the manual. In Chapter 5 - Advanced Searching, the Boolean Search section on page 67.

Workaround:
Disregard the following two search methods, which are not supported in Avaya IC 6.0:

  • An exact phrase, by enclosing the terms in double quotation marks.

  • A specific date, by specifying the date.
CallCenterQ
61555
On Korean, Japanese, and Chinese systems, when you add a second customer,
CallCenterQ warns that you are adding a duplicate customer.

Workaround:
Remove the CustomerPreUpdate script from the Update button in the form.
CallCenterQ
90609
In CallCenterQ, you cannot send an email from the client if there is a request record selected. This prevents linking the email to the request it is intended to answer as well as the inclusion of request data automatically into the email.

Workaround:
Press the Clear button on the request form prior to sending the email. This allows you to send the email, but it will still not be saved into the database and linked to the request.

Scripting Issue:
The MODE function on the record object does not work properly. If you are using iRec.MODE to check if a record is dirty, the system returns a MODE_UPDATE event. It should be returning a MODE_FILLED event. There is no workaround for this issue.
CallCenterQ (Internationalization)
70880
CallCenterQ does not support double byte ASCII data in certain situations for DBCS languages. A search using single byte ASCII constraints will not match the equivalent double byte ASCII in any data records.

Workaround:
Enter the following data in single byte ASCII format:
    • Numeric fields
    • Currency symbol and numbers in money fields
    • Date fields
    • Login names
    • The separator `/' in the category field name and the product field description tree
Chat Applet
70693
Certain browser-OS combinations on the Macintosh do not work with the IC 6.0 caller applet solution for chat due to third-party constraints.

Workaround:
Agents should direct such customers to seek support through other IC 6.0 avenues, such as sending an email or scheduling a call.
Customer Client
70751
The Sun Java Plugin causes problems with chat and shared browsing. The Microsoft VM is required instead of the Sun VM.

Workaround:
The chat applet (running in IE) is modified to continue working when the Sun Java Plugin is enabled. Instead of hanging (due to an internal exception) it prompts the user that the Java Plugin is enabled and asks the user to disable it for Shared Browsing to work correctly.

In addition to this, a Javascript hook is available for PSO to customize this implementation and give the user a webpage with instructions to disable Java Plugin on their machine. In the out of the box installation, it prompts the user with a dialog box that explains potential Shared Browsing problems that may arise from using the Java Plugin.

Chat continues to work if the user ignores the Java Plugin message.
Customer Client
71035
Registered customer's phone number is not backfilled in the online form when a customer escalates to Chat & Phone or schedules a call, if the phone number is not in the universal mask in the database.

Workaround:
For the phone number to be backfilled, it must be in the universal mask in the database, that is, in the format +1 (123) 456-7890, where the country code and area code can vary in length and the country code is optional.

Follow the instructions in the "Configuring Telephone Number Formats" section of the Installation and Configuration Guide.

When this has been done, customers and agents must use the universal mask format when entering the customer's phone number for Chat & Phone or a scheduled call.
Customer Client
71962
89367
For English email: The Email Management feature may not properly handle UTF-8 encoded emails when they are sent with 8-bit transfer encoding.

For Chinese email: This happens when MIME encoding is set to None and the 8 bit header is turned on.

Workaround:
Send emails with Base64 or Quoted Printable encoding (the normal mode for most email clients).
Customer Client
71885
Avaya IC displays a "missing id" message in main browser when the agent is trying to escalate a chat while the website is initializing in the background. The system does not escalate the chat.

Workaround:
Wait for the website to come up before escalating any chats.
Customer Client
72447
When you click on the Cancel button at the WRU FAQ submit or approve pages, Avaya IC reloads the current page instead of returning you to the referring page.
Customer Client
90610
When a chat applet is launched using a Netscape browser, a security dialog is displayed. The user should accept this certificate for chats to work properly. However, if the user does not check the "remember this decision" check box, the user is prompted with numerous additional security dialogs. The user must press Yes at all of these dialogs for the chat to work properly.

Workaround:
Check the 'remember this decision' check box and then press the Yes button at the security dialog. If the user presses the No button by mistake, this entry must be manually removed from the prefs.js file in his profile directory or the user can delete the prefs.js file and Netscape will recreate a new file. Please note that all previously stored preferences settings will be lost.
Customer Client
90618
Web Management features Chat, Chat & VoIP (Internet Voice Chat), Chat & Phone (PSTN Voice Chat) are supported for Netscape 6 customer browsers. However, versions of Netscape 6 prior to 6.2.1 are not fully compatible.

For Netscape 6 versions prior to 6.2.1, Chat, Chat & VoIP, and Chat & Phone only provide text chatting capabilities. Agent-customer web page sharing and web form collaboration will not function properly.
Customer Client
(JRun Server Patch)
73467
Chat customers sometimes cannot access the contact center's website even after restarting the browser.

Workaround:
There is an issue with the JRun server connector that is installed with Avaya IC 6.0. The JRun server needs patch #39664 or the latest from Macromedia to rectify this problem. Here's a brief description of the patch.

After installing the JRun server, please download patch #39664 or higher from the Macromedia website and apply it to the JRun install.
For instructions on how to download and install the patch please visit:
http://www.macromedia.com/v1/Handlers/index.cfm?ID=22947&Method=Full

or search for the patch #39664 on Macromedia's support page.
IndexQ
72600
When upgrading a collection in IndexQ, the application displays a message that lets the user know that the system is upgrading a collection, but does not notify the user when the upgrade is done.

Because the upgrade can be completed very quickly, sometimes within a few seconds, the user no longer sees an hourglass icon during the upgrade.
IndexQ
91381
If a document summary has a special character in it, such as a parenthesis, it is displayed with extra characters in the Link Doc field when you are linking a Word document to a Request. For example, Sample 401 (K) Document comes up as Sample+401%28K%29+document.
Letter Generation
57647
You may get a an error if you delete a template being used in a batch.
Letter Generation
58008
After closing the Document Editor window, the Letter Generator main window goes
to the top, but is no longer focused by Avaya IC.

Workaround:
Click the Letter Generator main window to return focus.
Letter Generation
70046
You cannot print newly generated documents. When trying to open a pdf file, you get an error opening the document. (Sharing violation).

Workaround:
This issue results from trying to print pdf files using GhostScript 7.0. Avaya IC supports version 6.5 of GhostScript for printing of pdf files instead of 7.0. For more information, refer to the IC Installation Prerequisites Guide.
Letter Generation
91557
If Avaya IC 6.0 is installed in c:\program files\avaya\ic60, the space in the path name causes problem when processing document (file, print batches) in Letter Generator.

Workaround:
Edit the docgen.properties files, in the (<AVAYA_IC_HOME>/docgen/jsp) directory. Change the value of tempfilepath to short path, (for example, change c:\\program files\\avaya\\ic60\\temp to c:\\progra~1\\avaya\\ic60\\temp.
Outbound Contact
71571
Avaya Agent allows you to select reason and outcome codes more than once for a single call. Selecting a wrap code more than once for a call result in invalid report information and can affect the Avaya Agent application's operations.

Workaround:
Select only one reason code (if appropriate) and one outcome code for each call. Then, click the Proceed button when you are ready for the next call.
Outbound Contact
72102
The Web Scheduled Call form requests the user to enter a time zone for his or her locale. The Web Scheduled Call does not account for daylight savings time. As a result, it appears that the timing would be off by one hour.

Workaround:
The Web Scheduled Call form displays the Region instead of Time Zone to eliminate any confusion that may arise due to daylight savings time.
Outbound Contact
72696
The login for Outbound Contact is restricted to eight characters or fewer, while the Avaya Agent login can be longer.

Workaround:
Assign all agents who will use Outbound Contact a login that has eight characters or fewer.
Prompter
90454
Avaya IC displays large volumes of customer records accurately in an Internet Explorer (IE) 5.5 browser. When using IE 6.0, large sets of customer records are not displayed correctly.

Workaround:
We recommend that you have IE 5.5 installed on your workstation if you intend to display over 50 customer records in your browser at a time.
QKnowledge
56846
When printing from the Solution Search window, you cannot select a printer other than the default printer.

Workaround:
Before launching Avaya Agent, set the desired printer to be the default printer.
QKnowledge
91377
When searching for pdf documents, Acrobat Reader 5.0 displays an error saying that no file is specified or the application hangs.

This is caused by the default "Preference ->Startup setting" in Acrobat Reader 5.0. A new default setting was added to Acrobat Reader 5.0, Adobe that prevents plug-ins that are not written by Adobe from working.

Workaround:
Change the option setting to allow the Hummingbird highlighting plug-in to be loaded by Adobe Reader 5 and be used with the Fulview viewer control.

To change the setting:

  1. Open Adobe Reader

  2. Select Click Edit > Preferences and select "Options" in the dialog box that appears.

  3. Un-check the "Certified Plug-ins Only" box.

  4. Exit Acrobat Reader.

Please refer to the adobe5_options.jpg for more details.
Report Scheduler
91507
Cannot get print using Report Scheduler. Email works fine but printing does not work. There seems to be a connection problem.

Printing and emailing report via Report Scheduler worked in previous times.
Siebel VAR Integration
63648
IC 5.6 and 6.0 use Workflow Server workflows that call the Siebel COM Data Server to perform all the data interactions with Siebel. The Siebel COM Data Server object can only have one instance running at a time, which means that other flow instances might attempt to access Siebel at the same time, and receive errors which would make their Siebel queries fail.

Workaround:
This behavior is only seen when the system is placed under load. It can be reduced by spreading WorkFlow Servers across separate machines. Siebel suggests changing the integration to use the Siebel ActiveX Interface. This interface uses the Siebel Object Manager to access the Siebel Database. It is capable of running multiple threads simultaneously without interference.

For more information on implementing the Siebel ActiveX Interface, please contact Siebel technical support.
Softphone
61326
In very rare cases, Avaya Agent displays an "Out of Memory" error when the retry Login Dialog for the Softphone is displayed. Avaya Agent then shuts itself down.

Workaround:
Restart the Avaya Agent when this happens.
Softphone
63165
Using reason codes in conjunction with agent events is supported only on the Softphone, not on the hardphone.

Workaround:
Use the Softphone for reason codes with agents events.
Softphone
71954
When VTel is set to "IgnoreCallWhenBusy" and a call comes in that is not answered, the Wrapup dialog box pops up after the caller hangs up, even though there is no contact to wrap.

Workaround:
Close the Wrapup dialog box to return to the Softphone to its previous state.
Softphone
91232
When an agent completes a call on the Softphone, sometimes the call is not removed from the Call List. The agent can continue to take new calls and perform all softphone functions.

Workaround:
Click the Reset button on the Softphone to clear the "phantom" calls from the Call List.
Softphone
91172
When an agent makes a call from the Softphone to an outside line or another agent, the Softphone should display a Hangup button versus an Answer button to enable the agent to hangup if the wrong number was called. The Softphone on the Avaya Agent may enable the Answer button on an outbound call on occasion.

Workaround:
Do not press the Answer button. When the call is connected, the Answer button is replaced with the Hangup button.
Softphone (with Nortel)
90558
The agent can't reconnect to the caller on the Softphone if a consultative transfer fails.

Workaround:
The agent should complete the call using the hardphone and reset the Softphone once the call is over.
Unified Agent Directory
73474
The View > Refresh function in the Unified Agent Directory does not refresh an agent's first or last name when those have been changed. If you then right-click on the agent and click Properties, you see that the First and Last Name fields shows the new (current) value and the Display Name field shows the old value.
Web Agent
63201
If Avaya Agent doesn't exit properly, it leaves an icon bar displayed.

Workaround:
Agents who have privileges to do so should use the Windows Task Manager to stop the qui process. Otherwise, they should reboot the computer.

See also key 48909 under Avaya Agent.
Web Agent
70439
The agent can type text to the customer after the customer has left the chat. This happens when a customer leaves the chat before the agent double clicks on the task to start the task. The agent should see a message that the customer has left the chat.
Web Agent
70779
When an agent clicks the "Initiate VoIP Request" button in the Web Agent and the command cannot be executed, the phone icon on the task list control displays an "x". If the agent clicks the cancel button, the "x" on the task list control does not go away. The functionality is unaffected.
Web Agent
71296
Avaya IC 6.0 displays an alarm indicating that "approverqueue@DefaultTenant" may not have been created or that update_qw_cache flow may not have run.

Workaround:
For the first alarm, create the queue.
For the second alarm, modify and compile the flow with the correct queue where the emails for approval have to be routed.
Web Agent
71705
The Web Agent log file is not found in the AVAYA_IC_HOME\logs directory with the other system log files.

Workaround:
By default, the Web Agent log file (webagent.log) is stored separately from the other logs. It is stored in: AVAYA_IC_HOME\Webagent\logs\[machine_name]\
Web Agent
72314
In some cases, when an agent logs in, the Web Agent fails to come up, and there is no error message to explain the failure.

Workaround:
If you have difficulty logging in to chat or email channels, contact your system administrator to check to see if there are problems with the WebACD Server.
Web Agent
72244
72430
If the agent closes the collaboration browser before wrapping the chat task, script error messages are displayed. This is most likely to happen on version 6.0 of Internet Explorer.

Workaround:

  1. The agent should not close the browser before wrapping a chat task.

  2. If the agent does close the browser, he should acknowledge the script error messages by clicking yes when prompted so the scripts will keep running.

  3. Upgrade to latest version or service pack of Internet Explorer 6.0, since the problem may be fixed by Microsoft in later versions of IE.
Web Agent
73324
You may encounter script errors on the agent's machine under certain Windows configurations. These errors may occur if the agent closes the browser manually before wrapping the chat contact or if the Web Agent closes the browser after the agent wraps the chat contact. Usually the error dialog box appears behind the Web Agent and is not modal, so the agent may not be able to see and acknowledge it.

Workaround:
To resolve this script error, update the mssynclogic.html and mssyncframe.html files from the IC60\comp\icm\vdir directory as described below. These changes will prevent the errors from showing up on the agent's machine(s).

Make the following changes to mssyncframe.html:

  1. Add the following function to the javascript section:

function isBrowseWinClosed()

{

var isClosed = false;

try

{

isClosed = sessionWin.closed;

}

catch(e)

{

isClosed = true;

}

return isClosed;

}

  1. Guard the places in the script where the 'sessionWin' variable is used, by adding script to check if the browser window is closed.

Example:

if(!isBrowseWinClosed())

sessionWin.close();

(Continued on next page.)
Web Agent
73324
(Continued from previous page.)

Make the following changes to mssynclogic.html:

Guard all places in the script where the 'browseWin' variable is used, by adding script to check if the browser window is closed.
Example:

if (theApplet.isJustActivated(callid) == 1 && !parent.isBrowseWinClosed())

{

var domain = SLGetDomain(browseWin.location.hostname);

var cookies = cookieByDomain[domain];

if (cookies != null)

{

browseWin.document.cookie = cookies;

}

Note: The agents must log in again for the change to take effect.
Web Agent
91211
If the WebACD is configured but the site does not have a license for chat or a license for email, or does not have a license for either chat or email, the "no license" error message comes up. This happens even if the respective channel is not configured for an agent. The message appears every time the agent logs in.

Workaround:
When the agent dismisses the error message, the Avaya Agent will operate normally.
Web Agent
91241
If a chat session is transferred to a supervisor who is actively monitoring it, the supervisor cannot see changes to the EDU while in this chat, nor do they see a Tab for this chat in the EDU Viewer.

Workaround:
When a supervisor knows that a chat session will be transferred to them, the supervisor should stop monitoring the chat session.
Web Agent
91256
The agent is unable to "use" any local resources when composing a new outbound email. Resource context menus allow the agent to view or edit resources, but "Use" is disabled on local Text, URL, Email, and Email Templates resources.

Workaround:
Have the agent copy the text from the resource and paste it into the new outbound email.
Web Agent
91332
Ending the chat portion of a Chat & VoIP contact leaves the voice channel in a busy state when the agent hangs up.

Workaround:

  1. Train agents to hang up the telephone before wrapping the chat.

  2. If an agent does hang up before wrapping, he can make the voice channel available by toggling the agent state between Aux-work and Available.
WebQ
59409
Customer cannot create a new call.

Workaround:
The agent role must be enabled for the user that the WebQ Server logs in as, such as Admin. So when configuring the WebQ Server in IC Manager, enable the Agent role for that user in the Security tab. This sets the employee.role_agent field to 1 in the database.
WebQ
(Fulcrum Search)
73486
WebQ needs to be configured to enable solution search capabilities on Fulcrum.

Workaround:
Configure WebQ for Fulcrum solution searching:

  1. Create ODBC dataSource for Fulcrum (default QKnowledge_60) and index cq_docs collection using IndexQ

  2. Configure WebQ in ICManager using the procedures described in IC Administration Volume 1: Servers & Domains.

    • Set the Options\Data Source parameter to "QKnowledge_60"

  3. Add the following at the Configuration Tab
    {"FulcrumDir"= "fulcrum"}
    {"Module" = "$AVAYA_HOME\bin\fulcrum.dll,fulc_init_connection"}

  4. Choose the application focus where external docs will be showed from (f_call_entry_ext or f_call_management_ext)
    ( below I expect f_call_entry_ext)

  5. Copy "query_ext.htm & browse_ext.htm" from $AVAYA_HOME\pages\solution directory to <WebQ Pages Directory>\agent\f_call_entry_ext\solution.solution.

  6. Modify the file <WebQ Pages Directory>\agent\f_call_entry_ext\tabs.htm page as follows:

    • Replace
      <A HREF="../f_call_entry_ext/solution.solution/ query.htm?action=clear&sid=$SID&sid1=$HOST&sid2=$PORT" TARGET="form">Solution</A>

      with
      <A HREF="../f_call_entry_ext/solution.solution/ query_ext.htm?action=clear&sid=$SID&sid1=$HOST&sid2=$PORT" TARGET="form">Solution</A>

  7. Copy $AVAYA_HOME\fulcrum\cq_docs\* to WWWSERVER and make it accessible as fulcrum\cq_docs.

  8. Modify the file <WebQ Pages Directory>\agent\f_call_entry_ext\ solution.solution\browse_ext.htm as follows:

    • Replace
      <TD><A HREF="//$WWWSERVER/$FULCRUMDIR/$TABLE_NAME/ $FILENAME" TARGET="form">$SUMMARY</A></TD>

      with
      <TD><A HREF="$WWWSERVER/$FULCRUMDIR/$TABLE_NAME/ $FILENAME" TARGET="form">$SUMMARY</A></TD>

  9. Start WebQ and go to Call Entry\Solution tab.

  10. Type "vcr" in SolutionKeywords.

  11. Select Start Search to display the files that Fulcrum retrieved.
Work Scheduler
71484
You cannot type in the Schedule name field in Work Scheduler, making it impossible for the Notification Server to send scheduled alerts since the name cannot be specified.

Workaround:
This is a read only field on the Work Scheduler. You can set the value for this field in IC Manager using the property "QUI\Genaral\WorkSchedule". Refer to the IC Administration Volume 2: Agents, Customers, & Queues for instructions.

Administration Tools

This section describes the known issues and workarounds, if any, related to the administration tools in Avaya IC 6.0.

For information about other known issues and workarounds, see:


 
Component
Key
Summary
Content Analyzer
91509
The default setting of @sscChangeMe for the GetSuggestedResponse block in the analyzeca email workflow does not use any results found from the Content Analyzer and therefore does not fetch anything from the Web Self-Service pages.

Workaround:
To change this behavior, set the TopicList property in the Advanced tab for the GetSuggestedResponse block to $sscTopicList. This change triggers the use of the Content Analyzer results during Web Self-Service queries (depending on the boolean setting of the other properties on the Advanced tab).
IC Manager
45108
If you add multiple server configuration parameters on the Configuration tab, clicking Apply may remove previously-entered parameters instead of appending the new parameter onto the list.

Workaround:
Add all configuration parameters before clicking apply, or enter a parameter, close the edit dialog box, then reopen the dialog box and add the next parameter.
IC Manager
58494
When you change queues or workgroups in IC Manager, the Workflow server needs to be manually updated before it uses those changes.

Workaround:
Configure the Workflow server so that it receives an event (and runs a corresponding Update workflow) whenever there is a change in the queue, workgroup, and workgroupqueue tables.
IC Manager
58700
If you change an agent's login ID, that agent may no longer appear in the tree view for the domain.

Workaround:
Select Manager > Refresh after changing the agent's login ID.
IC Manager
62953
If you have a very large number of agents in your database, the Domain Manager may take a long time to process requests.

Workaround:
Use the Agent Editor to change an agent's domain instead of the Domain Manager.
IC Manager
70237
The out-of-the-box installation of IC Manager does not display the Outbound Contact Monitor toolbar button on the IC Manager toolbar.

Workaround:
To open Outbound Contact Monitor, from the IC Manager menu bar, select Tools > Outbound Monitor.
IC Manager
70308
You cannot type Japanese characters into a Config Tool edit box.

Workaround:
Most text fields in IC Manager allow you to enter text with foreign characters (such as Korean or Japanese) using an IME. In some text fields, however, it is not possible to invoke the Input Method Editor (IME). This includes certain fields in the Server Editor, the Configuration Editor, and the Agent Editor's Miscellaneous tab. To enter text in those fields, use Group Manager to go into System Properties, edit the Admin/Agent section, and set the ForeignTextEntry value to Yes (true). This will add an extra button next to the text field which, when clicked, will pop a dialog that will let you enter the text via the IME.
IC Manager
70511
When you create a server in IC Manager, it assumes that the server will be running under Windows, and it uses the "\" delimiter in all default path names.

Workaround:
If the server will be running on Solaris, make sure that you change the delimiter in any of the basic or advanced path name parameters. (For a complete list of server properties, see IC Administration Volume 1: Servers & Domains.)
IC Manager
70565
Only users of Avaya Agent have password aging enforced on their login. Password aging is not enforced for users access IC Manager and VTel, but not Avaya Agent.
IC Manager
70913
If you edit several agents at the same time, changes to their names may be made in the database but may not display properly in the GUI.

Workaround:
To verify that the changes are made, check each agent using the Agent Editor in single-edit mode.
IC Manager
71058
If the creation of a mail account fails because the CCQ database does not exist, then the associated queue could be created, and subsequently orphaned, in the CI Repository database.

Workaround:
Make sure that both the CCQ and CI Repository databases exist before you begin working with mail accounts. For details, see the IC Installation Prerequisites Guide.
IC Manager
71170
The default value for the "No User Interval" parameter on the Electronic Data Unit Server is set to 1800 seconds for the voice channel. Be aware that this value causes a voice EDU to be active for 30 minutes after the call is hung up before it is retired. This ensures the EDU does not time out if the call sits in queue.

Workaround:
If you do not want the voice EDU to be active for 30 minutes after the call is hung up, change the "No User Interval" to the desired number of seconds that you want the voice EDU to be active after hanging up the call.
IC Manager
72052
You can add or modify parameters on the Configuration tab, but you cannot delete any existing parameters.

Workaround:
Don't delete parameters on the Configuration tab. You can either update their values or add new parameters that are spelled properly.
IC Manager
72656
If IC Manager displays a 'Server down' message when you try to update a server's configuration information, the data displayed in IC Manager may not be valid.

Workaround:
The Directory Server may be down and the data displayed in IC Manager may now be inconsistent with what has been saved. After resolving the issue, restart IC Manager to refresh.
IC Manager
72683
When you create a copy of a server, IC Manager may not carry over all of the grid property settings from the old server to the new one. Make sure that you check all of the grid property settings for the new server before you put it into production.
IC Manager
72699
In order to have multiple Softdialers running in a multiple site configuration, each dialer needs to have a unique pdkdevctl account, and each PDKDialer - TS (TAB) needs to reference this account. This should be handled by a centralized account.

Workaround:
In Avaya IC 6.0, the TS requires that a pseudo-agent (pdkdevctrl) be created so that the TS has an agent to dial on behalf of for predictive dialing. This agent should be assigned to same domain as the PDK Server.

For multi-site (multiple Softdialers within the enterprise), you must create different pdkdevctrl agents for each system. Because you must configure each TS for the agent on a system, each subsequent TS must be set to use the equivalent pdkdevctrl agent for the outbound agent login, not set to the default pdkdevctrl. For example, set the second TS to the pdkdevctr2 agent, not the default pdkdevctrl.
IC Manager
72706
When you search for agents, IC Manager ignores any Site information included in the search criteria. Therefore you cannot limit the agent list based on site.
IC Manager
72909
The Record Alarms configuration parameter is no longer used by the Alarm Server. It is currently documented in the IC Administration Volume 1: Servers & Domains and Core Services Programmer's Guide books. Please disregard.
IC Manager
72931
If you are running multiple instances of IC Manager, then domains that you add in one instance may not be visible in the other instances even if you select Refresh.

Workaround:
Log out of the other instances, then reopen them. All domains will then be visible.
IC Manager
72970
Servers created on the secondary IC Manager in a multi-site environment may have problems with failover procedures.

Workaround:
IC Manager users should be assigned to domains that talk to the parent Directory Server.
IC Manager
73102
The IC Manager toolbar does not display the Outbound Contact Monitor toolbar button after the application is opened.
See also key 70237.

Workaround:
Select the Tools > Outbound Monitor menu option to access the application.
IC Manager
73589
When you have a large number of agents in the database, IC Manager may take a long time to display the desired list of agents in the Agent Manager.

Workaround:
Make your search criteria as specific as possible so that IC Manager only needs to display a smaller number of agents. At the Agent tab in IC Manager, select only the tenant or workgroup that contains the list of agents you need.
IC Manager
73632
IC Manager displays the message, "Data inconsistent with the number of columns. Skipping row." when you are trying to create a Hetero Switch Reserved DN Table and there is no data in the table.

Workaround:
This error can be ignored. Click Ok on the error dialog to start entering data into the table. Once data is entered into these tables, this error does not occur anymore.
IC Manager
73633
There is a limitation to the character length a domain name can be. Domains cannot have names with more than 19 characters. The system displays an error message on the domain when you create agents and try to assign them to the domain.
IC Manager
90423
When you delete a site on Avaya IC 6.0, some services are not updated automatically because of their association with the deleted server.

Workaround:
Before you delete a site on Avaya IC 6.0, assign these services to the new site: Event Collector, Softdialer, Telephony, TSQS, , IP Gateway, Website Context, Chat, and CIRS.
IC Manager
90511
If both server level failover and domain level failover is specified for a server and the domain level failover is later modified, Avaya IC 6.0 overwrites the server level failover information.

Also, if server level failover is specified and a server is then moved from one domain to another, the server level failover rules are no longer valid. However, ICManager does not reset this information. The server will be subject to the failover rules of the new domain, but the old server level failover information will still be visible under the 'Server Group' dialog on the 'Advanced' tab of that server's configuration dialog.

Workaround:
Reapply the Server Group changes.
IC Manager
91085
The DDE Direct tool has been removed from ICManager in Avaya IC 6.0. It was designed for specific situations and may cause problems in some production systems.
IC Manager
91098
You should restart the website after creating new Chat Queue Devices and adding them to the Routing Hint Table.

Web Management Chat Routing uses the ICManager Routing Hint table and Web Self-Service Routing Attributes to determine which workgroups a chat should be queued to. This is achieved by creating Routing Hints in the ICManager Routing Hint table, associating them with Chat Queue Devices in ICManager, and associating them with Self-Service FAQs in the Web Management Self-Service Routing Attributes.

If new Chat Queue Devices are added to Avaya IC 6.0 using ICManager and they are used in the Routing Hint table, the Web Management website application must be restarted, otherwise any Routing Hints associated with the new Chat Queue Devices will be ignored.
IC Manager
91309
When you use the Configuration Tab to enter a new TS Group, some of the field values may not be stored correctly. After you have entered a new TS Group (using the procedure described in the IC Installation and Configuration Guide) you need to:

  1. Expand the TsGroup table folder, and click on the record you just added from the list in the left-hand pane.

    IC Manager displays the record in the right-hand pane.

  2. Examine the data displayed for the TS Group. If any information is missing, re-enter it in the right-hand pane and click OK, then Apply.

IC Manager saves your changes to the database.
IC Manager
91372
The deployment of some of the Avaya servers, such as the ADU server, requires the configuration of Server Groups on the Advanced tab in IC Manager.
IC Manager
Operational Analyst
72952
When an agent is defined (under the Security tab), Avaya IC automatically knows that if Supervisor is selected, the agent has rights to everything below supervisor as well. OA needs to have the agent explicitly defined as an agent to report on the agent.

Workaround:
If an agent is a supervisor and is defined in IC Manager as a supervisor, select Agent as well as Supervisor to get reports on the agent.
IC Manager
Outbound Contact
72741
In IC 6.0, Outbound Contact does not support agent phones when configured for "not auto-answer."

Workaround:
To set an agent for the Predictive dialing mode, set the agent phone to "auto-answer." Do not configure the phone for "not auto-answer."
To set an agent for only Preview or Automatic dialing mode, you can set the agent phone to "auto-answer."

Suggestion, when setting up an agent for Outbound Contact, always set the agent phone to "auto-answer" to ensure that an agent can handle calls made in the Preview, Automatic, and Predictive dialing modes.
IC Manager
Outbound Contact
91213
The Outbound Contact agent will not use the WebServerPort property to construct the Base URL.

Workaround:
When configuring an Outbound Contact agent in IC Manager, do not select WebServerPort as a property in the Property Selection List on the Property Declaration dialog box.

  1. In IC Manager, select Tools > Property Declarations.

  2. In the Property Selection List, select SystemConfiguration.

  3. In the Property for System Configuration list, do not select the property WebServerPort.
IC Manager
Outbound Contact
91339
Several items in a list on the Agents component of IC Manager contain "eContact" rather than IC Manager.

Workaround:
At the IC Manager > Agents > Agent Editor > Properties tab - the tooltips for the following items in the left pane contain "eContact". They should read "IC".
IC Manager / Web Management Services
72687
Localizable captions are not created for extended user properties making them difficult to administer.

Workaround:
To customize localized captions for userproperties, edit the customer account management userproperty metadata, which is accessed from the IC Web Management Multi-Tenant Administration pages. The metadata is displayed as: account.text.[full userproperty name]
For example, account.text.userprop.req.firstname

To access the metadata:

  1. From IC Manager, select Services > MultiTenancy Administration.

  2. Select Tenant Properties from the left hand navigation bar in resulting web browser.

  3. Select the correct Tenant name from the drop down list and click Customize Tenant.

  4. Select the language for the localized captions in the language selector drop down list.

  5. Click on Account to show account management metadata properties.

  6. Modify the captions as desired (be sure to uncheck the inheritance flag if the property is currently inherited) and you want to change its value.

  7. Click Update.

For extended user properties, new metadata must be added to the database to enable localized userproperty captions.

To add new userproperty metadata for an extended property.

  1. Create the extended userproperty (see IC Administration Guide for instructions on creating extended properties).

  2. From IC Manager select Services > MultiTenancy Administration.

  3. Modify the URL in the browser's address bar so it reads the following: http://[servername]/[contextname]/admin/tenancy/addmd.jsp
    for example,http://myserver.mycompany.com/website/admin/tenancy/addmd.jsp

  4. Load the new URL.

  5. Enter the name of the metadata for the extended property caption in the Add Metadata administration page:
    account.text.[full userproperty name]
    For example, account.text.userprop.ext.myproperty


  1. Enter the default value for the userproperty caption.
    For example, My Property Caption.

  2. Enter the metadata description.
    For example, This is the caption for myproperty.

  3. Select Language Property to make sure the property can be changed for every language.

  4. Click Add Metadata.

This creates a new metadata class and an English instance of the property. To modify the English instance or the value of the property for other languages, see the description above for accessing/modifying localizable captions.
Outbound Contact Monitor
90564
In IC Administration Volume 2, Outbound Contact Activity, the Customizing the Monitor Panes section states that the user can click Update Interval to set the refresh rate between 5 and 60 seconds. A setting of 5 seconds is invalid.

Workaround:
A valid entry for the Update Interval is from 6 to 60 seconds.
Outbound Contact Monitor
91513
In Avaya IC 6.0, if the Telephony Server (TS) status is Up and then changes to Down, Outbound Contact Monitor does not display agent information on the Agent on a Specific Job pane while the agent loses connectivity with the TS.

Workaround:
While some real-time data is lost, Outbound Contact Monitor recovers after the TS status returns to Up.
Outbound Contact Reports
72018
The Agent Summary value on the Agents Report may not list the total number of Calls Connected, Calls Rejected, Talk time, Idle time, and Preview time for the first reporting period.
Outbound Contact Reports
72085
You must extract the telephone numbers from the database before generating the Scheduled Calls Report.

Workaround:
The following Note should appear in the following section in the chapter "Outbound Contact Reports" in the Administration Volume 2.

  • "Available Reports," after the fourth bullet, Scheduled Call Reports

  • "Customizing Call Activity and Scheduled Calls Reports," after the second paragraph

NOTE: Before generating a Scheduled Calls Report, you must use the Outbound Contact Supervisor Export feature. For more information, see "Extracting Telephone Numbers" in the Administration Volume 2 guide.
Outbound Contact Reports
72505
The database stores the reported date and time range for the generated report in Universal Time Coordinated (UTC) format.

Workaround:
When specifying the details for an Outbound Contact report, enter the date and time range for the report in your local time. When the report is generated by Outbound Contact, the report displays the actual time and date range in the Reported Date Range field of the report header section. The date and time appears in the equivalent UTC format of the local date and time.

For the Agents Report, Jobs Report, Call Activity Report, and Scheduled Calls Report, the description for the Reported Date Range in the report's header section should read:

Reported Date Range: The start date and time, and the end date and time for the data are included in the report. Date and time appears in UTC format.
Outbound Contact Reports
91293
In Outbound Contact Reports, if the user enters an incorrect report interval the following error message appears with typographical errors.

Please specify the reporting interval date range to be at least 1 hr. apart, to get an accurate report.

Workaround:
The correct text should read:

Please specify the reporting interval date range to be at least 1 hr. apart to get an accurate report.
Outbound Contact Reports
91458
To run Outbound Contact Reports when using the Oracle database, you must manually create a DSN for the Oracle database.

Workaround:
Add the following text to the Installation and Configuration Guide for Outbound Contact Reports.

To configure the Outbound Contact Reports when using the Oracle database, create a DSN for Oracle.

  1. Click Start > Settings > Control panel > AdministrativeTools > Data Sources (ODBC).

  2. In the OBDC Data Source Administration dialog box, click the System DSN tab.

  3. Click Add.

  4. In the Create New Data Source dialog box, select Oracle ODBC driver from the Name List and click Finish.

  5. In the Oracle8 ODBC Driver Setup dialog box, enter the SoftDialerDBDSN in the Data Source Name field.

  6. In the Data Source group, enter the service naming that is specified for the machine in the Service Name field. The service naming points to the Oracle database.

  7. Enter the user name in the UserID field.

  8. Click OK to save the changes.

  9. Click OK to close the ODBC Data SOurce Administrator dialog box.
Outbound Contact Reports
(Configuration)
72370
Avaya IC may return an error when you run an Agent report in the Outbound Contact Reporter.

Workaround:
The Outbound Contact Reports must be installed on the machine used for the IC 6.0 server. If you want to install Reports on a different machine, install Core Services on the same machine.
To configure the Outbound Contact Reports:

  1. On the machine you will use to view the Outbound Contact Reports (Reports machine), create a system DSN.

    • Click Start > Settings > Control panel > AdministrativeTools > Data Sources (ODBC).
    • Select the appropriate driver for your installation.

      If you have a MS SQL server database, select the SQL Server driver.
      If you have an Oracle database, select the OracleODBC driver.
    • Name the new DSN "SoftdialerDBDSN."
    • Assign the DSN a login for a valid user name and password in the database data. If you need more information on how to create the DSN, please contact your system administrator.

  2. Paste the OutboundReporting.exe file on the Reports machine.

    • On the IC server machine, copy the OutboundReporting.exe file.
    • On the Reports machine, open the <AVAYA_IC_HOME>/bin directory and paste the OutboundReporting.exe file.

  3. Paste the Outbound Contact Report files on the Reports machine.

    • On the IC server machine, copy the following report files:
      - AgentTimeReport.rpt
      - JobReport.rpt
      - ScheduledCallReport.rpt
      - CallActivityReport.rpt
    • On the Reports machine, open the <AVAYA_IC_HOME>/bin directory and paste the report files.

  4. Create the views and stored procedure that the Outbound Contact reports reference.

    • On the IC server machine, copy the following files:
      - If using SQL server, copy ReScheduleStats.sql and UpdateJobStartTime.sql
      - If using Oracle server, copy ReScheduleStats_ForOracle.sql and UpdateJobStartTime_ForOracle.sql
    • On the database machine, open any Temporary directory and paste the SQL files.
    • On the database machine, run both the SQL files against the Dialer database. Use one of the following tools:
      - If using SQL server, the Query analyzer tool or isql utility
      - If using Oracle server, the Sqlplus worksheet or sqlplus commands

      For more information on how to run one of the tools, please contact your database administrator.


  1. Paste the following DLL files on the Reports machine.

    • On the IC Server machine, open the WINNT/System32 directory and copy the crpe32.dll & crwrap32.dll files.
    • On the Reports machine, open the windows/system32 directory and paste the DLL files.

  2. Paste the following DLL files on the Reports machine.

    • On the IC Server machine, open the WINNT/crystal directory and copy the following DLL files:
      crxf_pdf.dll
      Crxlat32.dll
      p2ixbse.dll
      P2SSQL.DLL
      P2LSQL.DLL
      u252000.dll
      u25dts.dll
      u2dapp.dll
      u2ddisk.dll
      u2dmapi.dll
      u2dnotes.dll
      u2dpost.dll
      u2dvim.dll
      u2fcr.dll
      u2fdif.dll
      u2fhtml.dll
      u2fodbc.dll
      u2frdef.dll
      u2frec.dll
      u2frtf.dll
      u2fsepv.dll
      u2ftext.dll
      u2fwks.dll
      u2fwordw.dll
      u2fxls.dll
      u2fxml.dll
      u2l2000.dll
      u2lcom.dll
      u2ldts.dll
      u2lexch.dll
      u2lfinra.dll
      u2lsamp1.dll
      p2lora7.dll
      p2sodbc.dll
      p2sora7.dll
      ExportModeller.dll
      crtslv.dll


    • On the Reports machine, open the windows/crystal directory and paste the DLL files.

      If WINNT/Crystal directory does not exist, create a directory named "crystal."

  1. Start Outbound Contact Reports.

    • Click Start > Explorer.
    • In Explorer, navigate to the <AVAYA_IC_HOME>/bin directory.
    • Double click on OutboundReporting.exe.

  2. In the Logon dialog box, enter the valid dialer database username and password.
Outbound Contact Reports
(Database support)
90562
The out-of-the-box installation of Outbound Contact Reports does not support Oracle database as it is installed.

Workaround:
If the Oracle Database is installed on your system, install Outbound Contact Reports, then complete the following steps:

  1. Configure the DSN for Outbound Contact Reports (See the Installation and COnfiguration Guide).

  2. On the IC 6.0 server, navigate to the IC HOME/bin directory.

  3. Rename the original report files from:

    • AgentTimeReport.rpt to AgentTimeReport_ForSQL.rpt
    • CallActivityReport.rpt to CallActivityReport_ForSQL.rpt
    • JobReport.rpt to JobReport_ForSQL.rpt
    • ScheduledCallReport.rpt to ScheduledCallReport_ForSQL.rpt
    • AgentTimeReport_ForOracle.rpt to AgentTimeReport.rpt
    • CallActivityReport_ForOracle.rpt to CallActivityReport.rpt
    • JobReport_ForOracle.rpt to JobReport.rpt
    • ScheduledCallReport_ForOracle.rpt to ScheduledCallReport.rpt

  4. From the Start menu, click Start >Avaya Interaction Center 6.0 > Outbound Contact Reports.
Outbound Contact Supervisor
71348
The Region ID defined for the Outbound Contact system may not display in the Region field on the System Settings right pane. This is found in the "Maintaining System Information" section of the chapter "Outbound Contact Supervisor" in the Administration Volume 2 manual.

Workaround:

  1. Open the System Settings node in the left pane.

  2. Open the Region node in the left pane.

  3. Verify that the Region for the contact center exists in the left node and is saved.

  4. Open the System Information node in the left pane. The System Information form appears in the right pane.

  5. Select your contact center's region from the Region field drop down list.

  6. If the region the system is located does not appear in the drop down list, right click System Information and select Refresh from the context menu.

  7. In the right pane, select your contact center's region from the Region field drop down list.

  8. Select File > Save to save the system information.
Outbound Contact Supervisor
71969
The Outbound Contact Management Supervisor help system is in error.

Workaround:
The online Help accessible from the Outbound Contact Management Supervisor has the following corrections:

Defining Daylight Savings Times Rules
The following paragraph replaces the third paragraph in the topic titled, "Defining Daylight Savings Time Rules":

Use a DST rule if your contact center if the customers are in a time zone that uses daylight savings time.

Establishing Calling Lists
The following paragraph replaces the second paragraph in the topic titled, "Establishing Calling Lists":

You can define multiple calling lists for an outbound job. If you want to assign specific groups of agents to speak to specific customers, create a second outbound job with a separate calling list.

Establishing Calling Lists
The following Note in the topic titled, "Establishing Calling Lists," replaces the current note in step 5, substep b:

In order to dial a customer telephone number, Outbound Contact applies the dialing window and region criteria to the telephone numbers. As a result, a customer may not be called if the telephone number does not meet the conditions set in the dialing window or region definition. Also, Outbound Contact will call a customer who rescheduled a call before calling a customer for the first time.

Loading Import Lists into the Database
The last sentence in paragraph one in the section titled, "Loading Import Lists into the Database," paragraph 1, no longer applies.
Outbound Contact Supervisor
72095
The OK button in the lower right corner of the Outbound Contact Supervisor window closes the window without saving changes.

Workaround:
To ensure that your current changes are saved, Select File > Save before clicking the OK button.
Outbound Contact Supervisor
72523
In the Outbound Contact Supervisor, the example in step 4 of Creating Association
Rules needs clarification.

Workaround:
Replace the text for step 4 with the following text, but keep the paragraph that identifies cross-references.

4. Select Region or Dialing Window from the Reference table field drop down list to tell Outbound Contact how to use customer information based on defined regions or dialing windows.

* If you select Region, Outbound Contact uses the patterns you set for the defined regions and the defined dialing window for the job.

* If you select Dialing Window, Outbound Contact uses the defined region for the system and the patterns you set for the defined dialing windows.
Outbound Contact Supervisor
72621
The required order to define the Outbound Contact system settings is documented in a bullet list, but not explicitly numbered to indicated the required order.

Workaround:
In the IC Manager Outbound Contact Supervisor documentation, the bullet list in the Understanding System Settings heading after the section Maintaining the Outbound Contact Environment should be numbered. The first paragraph should read:

This section describes each system setting. Before defining a job, complete the Outbound Contact system settings in the following order:

  1. Dialing windows

  2. Daylight Savings Time (optional)

  3. Time zones

  4. Special Dates

  5. Regions

  6. Association rules

  7. Do Not Call list

  8. System information
Outbound Contact Supervisor
72752
In Avaya IC 6.0, Outbound Contact can dial too many outbound calls in automatic and predictive dialing modes. As a result, nuisance calls occur.

Workaround:
To eliminate nuisance calls, in Outbound Contact Supervisor, set the threshold values on the Advanced tab to the following values.

  • Lower threshold = 0

  • Upper threshold = 1
Outbound Contact Supervisor
73329
There is an error in note in the Outbound Contact Supervisor chapter of the IC Administration Volume 2: Agents, Customers, & Queues manual.

Workaround:
In the Outbound Contact Supervisor chapter of the IC Administration Volume 2: Agents, Customers, & Queues manual, the note after the step 3 in subsection Using Dialing Windows should read:

"Outbound Contact uses the outbound job region associations and time zones to calculate a customer's local time."
Outbound Contact Supervisor
91328
There is an error in the description of a blending parameter in the Outbound Contact Supervisor chapter of the Administration Volume 2 guide. The field description for Minimum number of agents in subsection Agent Blending Parameters is not accurate.

Workaround:
Remove the first paragraph of the description for Minimum number of agents. The description should read:

When the number of active agents on an outbound job drops below the minimum number of agents, the system may move those agents to other activities. This number must be less than or equal to:

  • Initial number of agents

  • Maximum number of agents

  • Preferred minimum number of agents
Outbound Contact Supervisor
91482
The system settings required to create or modify a job are incomplete in the Outbound Contact Supervisor chapter of the Administration Volume 2 guide.

Workaround:
In the Outbound Contact Supervisor chapter of the Administration Volume 2 guide, the introductory text in the "Before You Can Add or Modify a Job" should read:

To create or modify an outbound job, you need the following:

  • Dialing window to define the regulated times when a contact center can conduct calling activities. For details see, "Establishing Dialing Windows," on page 121.

  • Time Zone to specify the time zone where customers in your calling list are located. A time zone defines the offset of a location's current time with respect to Universal Coordinated Time (UTC). For details see, "Defining Time Zones," on page 126.

  • Region to define an area where the same time zone, DST rule, and special dates apply. Outbound Contact uses the settings of the assigned region to control its dialing behavior for the telephone number. For details see, "Defining Regions," on page 130.

  • System Information to determine specify contact center address information including regional information about where the system is located. For details see, "Maintaining System Information," on page 142.

  • Association Rule to link customer telephone numbers with a region or dialing window. For details see, "Defining Association Rules," on page 132.

If desired, a Prompter script for the agent to follow during the outbound job. Use Workflow Designer to create Prompter scripts. You cannot create Prompter scripts in Supervisor. For information on how to create a Prompter script, see Avaya Workflow Designer Guide.

Agents cannot log in to outbound jobs that do not have an associated dialing window. You can associate a script or dialing window with more than one outbound job.
QLegacy
73436
There are several errors in the file qlegacy_customize.html, which is installed in<install_dir>\IC60\examples\Oledb\doc.

Workaround:

  1. The correct oledb.adl path in Step 4 of "Testing the Sample QLegacyConnector DLL Functionality" should be:
    IC60\examples\oledb\demo\oledb.adl, not IC60\design\examples\oledb\demo\oledb.adl

  2. Reorder the step numbers from Step 15. The order currently reads:
    Step 15
    Step 19
    Step 16
    Step 17

  3. Between steps 15 and 16, you need to reconfigure the database.
Seed Data
70944
The following properties that are set by the seed data are not used in this release. These properties have no effect on your system configuration.

  • All properties in Email/Configuration. You can define these properties in the ICEmail server.

  • The following properties in System/Configuration:

    • EmailNotifyServerName
    • EmailNotifyServerPort
    • EnableContentAnalysis
    • ServerNotificationEnabled
    • WebAcdNotifyServerName
    • WebAcdNotifyServerPort
    • WebServerPort
    • WebServerProtocol
    • WebServerWebsite
Seed Data
90617
The email.outbound flow that is provided with Avaya IC 6.0 is highly dependent on some settings in IC Manager as well as settings within blocks of the relevant flows. These settings are largely dependent on the production environment, so the initial configuration will not work unless changes are made.

Until the production environment is well known, it is recommended that the flow not be run at all. This is done by clearing the check box 'Run Outbound Email Flow' in the Analysis section of the Email Server configuration in IC Manager.

Workaround:
If you want to run the flow as an Out of the Box solution, the following settings are required:

In the email.outboundxx flows:
Set the GetAgentQuota Block -> Basic Tab.DefaultQuotaValue to 0.

In the wacd.qualifyemail flow:
ApprovalQueue/Agent Block -> Basic Tab.ApprovalQueueID should be blank.

In ICManager/Groups Properties:
Set the Email/Agent.ReviewQuota property to 0.

Any of the agent's ReviewQuota properties that are not cascaded from the ICManager/Groups Properties should also be set to 0.
Softphone (VTel)
73459
Avaya IC displays VDU.SetOneValue("agent.!","") in response to a VDU.End.event in the VTel log file.

Workaround:
Please ignore this error. This response should not have been sent because the EDU has ended.
Web Management Website
57265
When an email is sent through the website, the EDU shows "Has Attachment" = "True". This is not accurate, as there is no way to add an attachment when sending an email from the website.
Web Management Website
58003
With high-volume sites or sites that intend to keep the software running for a long time, JRun may stop when trying to rotate it's log files.

Workaround:
Set JRun to log errors only.
Web Management Website
70545
The Admin pages to view the results of a customer satisfaction survey do not work.

Workaround:
The results of the survey correspond to a queue, they no longer correspond to a specific tenant or task. The results are in the database in CI repository.contact and the ccq.w_chat_survey tables so you can write your own queries to access them.
Web Management Website
70749
If the Java plugin is installed on the agent's machine, the Send Page button on the caller applet does not work.

Workaround:
Disable the Java Plugin option from the Control Panel.
Web Management Website
72361
When you click on a ripple in the DataWake record, you get a "404 Not Found" error. This happens only if the DataWake filter is not the first one in the list of ISAPI filters.

Workaround:
Move the DataWake ISAPI filter to the top of the list of ISAPI filters in the Internet Service Manager.
Web Management Website
72460
On the DataWake Admin page, an input of .01 in the customer timeout field causes an internal error.

Workaround:
Enter a whole number in the PAC timeout field.
Web Management Website
72883
With large volumes of email, the ADU queue information may become flooded, with a negative effect on OA reporting.

Workaround:
To avoid potential ADU flooding, set the arrival rate of emails sitting in an exchange server to something around 15 seconds. This will allow the ADU Server to keep up with the change events associated with each contact.
Web Management Website
91056
Chat & Collaboration is supported for AOL 6 and 7, but with a reduced set of functionality. Text chat, on-hold treatment using URL pushing, and agent Page Push are supported. Collaboration such as Shared Browsing, Collaborative Form Filling, and customer Page Push are not supported.

Workaround:
To get full Chat & Collaboration functionality, run Internet Explorer over the AOL account connection.
Web Management Website
91184
Updating the Fulcrum index may register a failure on some Operating System/Service Pack/Database Admin combinations.

Workaround:
To make the updater work correctly across all combinations, modify the files as indicated below:

  • In <AVAYA_IC_HOME>\etc\wru_sql\fulcrum_updatendx.cmd, wrap the execsql command with the quote (") character. For example:

"c:\Program Files\Avaya\IC60\fulcrum\bin\execsql"


  • In <AVAYA_IC_HOME>\etc\wru_sql\fulcrum_updatendx.fte, add the UNPROTECT command below to the file and save. For example:

UNPROTECT TABLE qw_wru_en;

VALIDATE INDEX qw_wru_en VALIDATE TABLE;

Web Management Website
91186
When multiple machines are set up to host the administrative web pages, the fulcrum_updatendx.cmd and fulcrum_setup.cmd files cannot update or create the Fulcrum indexes. This is caused by the administrative process maintaining exclusive write permissions to the Fulcrum index files.

Workaround:
To update the Fulcrum index in this situation:

  1. Stop the JRun process that hosts the administrative web pages.

  2. Run the appropriate cmd file.

  3. Restart JRun.
Web Management Website
91240
Cancelling a chat task from the administrative web pages causes the chat customer to remain "on-hold" indefinitely. The customer does not receive a notice that their chat was cancelled but continues to receive messages to hold for the next agent.

Workaround:
Cancel chat tasks from the administrative pages only when absolutely necessary and do so very carefully.
Web Management Website
91397
Oracle Only. The DataWake "search by date" feature does not return any results when run against an Oracle database. All the other search criteria features should work correctly.
Workflows
71822
The chat, email and TS Workflows all have a write edu block as the last block. This causes a race condition because the routing happens before EDU values are written. As a result, a contact will be routed to the desktop without any EDU information.

Workaround:
Change the out-of-the-box flows so that they do not write to the EDU in the last block.
Workflows
72930
String literals in Flows have to use UTF-8 encoding - Basic is initialized to
use UTF-8 under all language locales, including English, for i18n portability.
Workflows
90604
Flows that use toolkit.readEvent can only be started by a Start or Assign method, or by the "start" or "initialscript" configuration settings. If a flow is started in some other way and tries to use this function, it will receive a thread fatal error and stop with the error message "Cannot access event queue".

Design Tools

This section describes the known issues and workarounds, if any, related to the design tools in Avaya IC 6.0.

For information about other known issues and workarounds, see:


 
Component
Key
Summary
Avaya Agent
61271
If you starting the debugger and a script is coming in, while going through the script, Avaya Agent calls the screen pop script.

Workaround:
This is a known limitation, Avaya IC cannot debug asynchronous IC Script calls while debugging another IC Script .
Database Designer
62160
The "byte" data type is no longer supported in Avaya IC 6.0, although the selection appears in the GUI. Byte data types will be migrated to String(1) in a future release.
Database Designer
70962
The Application directory does not correspond to the Application Name in "Generate Windows Application".

Workaround:
Before generating an application, you should check that the directory name is correct, and enter the directory name manually if necessary.
Database Designer
73442
IC Script Editor is unable to add file (IC script) if this IC script is not created using the IC Script Editor. When a user pastes a new IC script in the \\app\design directory, attempting to open it using IC Script Editor in the Database Designer fails.

Workaround:
Open and save scripts using IC Script Editor.
Database Designer
73573
Database Designer does not support multiple versions of Avaya IC on one machine. If another version is installed, both versions will use the same Qdesigner.ini file, which may produce unwanted results.

Workaround:
Configure the Database Designer to work with one version of Avaya IC on each machine.
Database Designer
91267
If you attempt to upload seed data to a non-existent database, Database Designer will report errors and IC Manager may hang.

Workaround:
Always ensure that you have created the database before attempting to import the seed data.
IC Email Management
90615
The email.outbound flow that is provided with Avaya IC 6.0 is highly dependent on some settings in ICManager as well as settings within blocks of the relevant flows. These settings are largely dependent on the production environment so the initial configuration will not work unless changes are made.

Until the production environment is well known, it is recommended that the flow not be run at all. This is done by clearing the check box 'Run Outbound Email Flow' in the Analysis section of the Email Server configuration in ICManager.

Workaround:
If you want to run the flow as an Out of the Box solution, the following settings are required:

In the email.outboundxx flows:
Set the GetAgentQuota Block -> Basic Tab.DefaultQuotaValue to 0.

In the wacd.qualifyemail flow:
ApprovalQueue/Agent Block -> Basic Tab.ApprovalQueueID should be blank.

In ICManager/Groups Properties:
Set the Email/Agent.ReviewQuota property to 0.

Any of the agent's ReviewQuota properties that are not cascaded from the ICManager/Groups Properties should also be set to 0.
Prompter
56119
Sample Prompter wrapup flow gives agent only 0.5 seconds to see the results.

Workaround:
While the flow is running, click the History node from the Session node in the left side of the Prompter Client. The history displays all the answers received to that point in the flow. However, if the agent clicks Next after the last question, the final Survey results are not displayed.
Prompter
62740
Sample Prompter wrapup flow does not add up scores from each wrapup entry. To obtain a cumulative score, you must modify the sample workflow.
Prompter
73460
The Microsoft Webbrowser control which comes with Internet Explorer 6.0 has a memory leak issue that affects Prompter. If an agent uses Avaya Agent with the Prompter Control and IE 6.0 and all current critical updates, the agent desktop software will show significant leaks (>100K).

Workaround: To run the Avaya Agent Client with the Prompter Control for extended periods of time without shutting it down, use Internet Explorer 5.5 SP2 on the agent desktop.

Note: The leak occurs when an agent runs Prompter flows, not when the Prompter is present on the agent desktop.
Router Blocks
90548
The prompter.sample_wrapup flow shows how a survey containing three questions, two of which could have multiple answers that can be selected by the agent, could be conducted when an agent wraps up a contact. The flow obtains the XML format of the pages containing the survey and processes the XML pages.

Workaround:
You should carefully design the DHTML pages in the Prompter Blocks of the flow so the XML string that is handled by the flow is minimal. The flow demonstrates how to obtain answers for each question in the survey and write them to the eDU. However, depending on your business needs, it is recommended that you only modify the code GetAnswerToQ block to obtain and parse the XML once.
Router Blocks
90616
The email.outbound flow that is provided with Avaya IC 6.0 is highly dependent on some settings in ICManager as well as settings within blocks of the relevant flows. These settings are largely dependent on the production environment so the initial configuration will not work unless changes are made.

Until the production environment is well known, it is recommended that the flow not be run at all. This is done by clearing the check box 'Run Outbound Email Flow' in the Analysis section of the Email Server configuration in ICManager.

Workaround:
If you want to run the flow as an Out of the Box solution, the following settings are required:

In the email.outboundxx flows:
Set the GetAgentQuota Block -> Basic Tab.DefaultQuotaValue to 0.

In the wacd.qualifyemail flow:
ApprovalQueue/Agent Block -> Basic Tab.ApprovalQueueID should be blank.

In ICManager/Groups Properties:
Set the Email/Agent.ReviewQuota property to 0.

Any of the agent's ReviewQuota properties that are not cascaded from the ICManager/Groups Properties should also be set to 0.
Toolkit
91201
If you change the system clock in large increments (over 2-3 seconds per minute) when IC is running, IC requests may fail with "Timeout" errors.

Workaround:
Do not change the system in large increments when IC is running. Some commercial timesync products may provide gradual clock corrections over time. We recommend that you take advantage of such features if possible.
Workflow Designer
49926
Workflow Designer cannot print workflows that are more than one page long. Print workflows in one page increments.
Workflow Designer
59871
Compile time variables do not function in subroutines within block scripts. The compiler does not call the code between the variables when compiling the workflow.

Workaround:
Comment out the following lines around the subroutine to ensure that the code between them is called during the compile:

  • #If PROJECT_DEBUG Then

  • #End If

Servers

This section describes the known issues and workarounds, if any, related to the servers in Avaya IC 6.0.

For information about other known issues and workarounds, see:


 
Component
Key
Summary
Avaya Servers
71554
If you stop a server and immediately try to restart it on Avaya IC 6.0, the system displays the error message "No one in that category will talk to me".

Workaround:
After stopping a server on Avaya IC 6.0, wait 10 seconds before re-starting a server.
Notification Server
59225
The word "Alert" is hardcoded in the Notification Server and is passed to CI Repository. This is a limitation of Avaya IC 6.0.
ORB Server
71953
The Windows NT Services dialog does not reflect the true status of the ORB server. In other words, the ORB could be listed as Started in the Services menu when it is, in fact, down. This also means that you cannot start or stop the ORB server from the Windows NT Services dialog box.

Workaround:
Use IC Manager to determine the status of the ORB server, and only start or stop it using the methods described in Avaya IC Administration Volume 1: Servers & Domains.
Report Server
71423
The Report Server does not create a data query log file, even if a valid path is provided in IC Manager. All logging takes place in the file Report.log in the logs directory.
Report Server
72484
The Report Server saves text files for Server Trace Level 10 in the <install_dir>\IC60\temp directory, not the <install_dir>\IC60\logs directory, as set out in IC Administration Volume 1: Servers & Domains.

If you set the Server Tracel Level field on the Debug tab to 10, the Report Server saves text files with information about each EDU in the <install_dir>\IC60\temp directory. The Report Server names these text files <eduid>.txt.

Workaround:
Avaya IC does not automatically delete these files. You must manually delete them when they are no longer needed for debugging. If you do not reset the Server Trace Level, the files will continue to accumulate in the <install_dir>\IC60\temp directory.
VOX Server
63564
If the IVR stops running, the VOX will continually try to re-establish the connection to the IVR and alarms will be raised.

Workaround:
Stop and restart the VOX Server.
WebACD Server
62593
WebACD Agent Statistics do not display correct information when the agent switches to manual mode and lowers the task level for email.

Workaround:
In Avaya IC 6.0, the Avaya Operational Analyst reporting application provides real time monitoring for agents and queues on the system. Use this functionality for monitoring agents and gathering real time statistics.
WebACD Server
72453
The email outbound workflow ignores SME and REQ alert properties that are set in IC Manager.

Workaround:
If you need to change the values of these properties, change them in a workflow, not in IC Manager. In Avaya IC 6.0, workflow values overwrite those set in IC Manager.
WebACD Server
72950
After an agent sends an email of type "Request for Additional Information" or "SME", when the reply to that request is received, it is routed back to the agent who sent the request. To route the request to any available agent, the Analyze flow must be modified.

Workaround:
Edit the Analyze flow & Outbound flow for these settings and route replies accordingly.
WebACD Server
73322
The WebACD Currently Running Tasks page displays zero for all of the task timers for all the queued tasks.

Workaround:
Do not use the WebACD statistics page for monitoring queue times. Use Avaya Operational Analyst functionality to get this information.
WebACD Server
73342
When an agent is handling voice contacts and the following message is displayed in the prompter frame, "Flow could not be started!", it means the out-of-the-box Wrapup flow needs to be restarted.

Workaround:
Use the Restart option on the Prompter frame to load the Wrapup flow correctly and continue your session.
WebACD Server
91109
The WebACD Server does not respond to VESP calls until restart is complete. Restarting the WebACD Server can take several minutes if there is a large number of active contacts when the WebACD Server is restarted. During the time that it takes to restart the server, IC Manager shows the WebACD Server as down and the other servers may issue alarms indicating that the WebACD Server is down.

Workaround:
Wait a few minutes for the WebACD Server and refresh the IC Manager Server Manager dialog to show the WebACD Server is up.
Web License Manager Server
61174
If the Web License Manager (WebLM) Server stops running, you cannot setup other Web License Manager Servers.

In a segmented / multi-site license there are hostids defined for each of the segments. The hostids are of all of the WebLM servers used to implement the licensing solution for the customer.

As a security measure, each WebLM server must authenticate itself with all the other servers defined to be peer servers. Each peer server implements one of the other hostids. For proper operation there must be a server for each segment defined in the license file.

After installing a new multi-segment license, the operator has 96 hours to get all the WebLM servers (the peers) configured and talking. Otherwise no further licenses will be granted. This prevents a customer from requesting 2 licenses - one with 10 / 90 and one with 90 / 10 and trying to deploy the first at site A and the second at site B - to get 180 licenses. Once the servers are communicating (even if it is longer than 96 hours) normal operation is returned.

Workaround:
After installing a new license, the administrator should configure the peer servers . This is a 2 stage process. The first stage is get all the servers to the same license version, then setup the peer servers.

Some issues are:
a) a server entered into the peer host list must be currently operational and running the right license for WebLM to allow the peer servers to be configured (that is, if you are configuring server A with peer server B, then B must already have the license installed).
b) if a server stops running or becomes unavailable, then the peer servers can't be set (even if all the other servers are valid).
Web Management Server
91117
The Web Agent is slow to start with 5000 agents in the employee table. If the WebACD is running on a 512MB system, memory thrashing occurs.

Workaround:
The IC 6.0 WebACD requires about 160K of memory per agent in the database. This includes all non-deleted agents, independent of their channel assignments and login state.

For example, if there are 5,000 agents defined in the system, the WebACD needs about 800MB (160K * 5000) of RAM.

Telephony

This section describes the known issues and workarounds, if any, related to the telephony switches in Avaya IC 6.0.

For information about other known issues and workarounds, see:


 
Component
Key
Summary
Aspect CallCenter
71096
Softphone login will fail if the position id is not entered.

Workaround:
Select "skip softphone login", when the Avaya Agent comes up, then right click the media tab and select "softphone login". CTI login should take place properly.
Aspect CallCenter
73472
The out-of-the-box ts.incomingcall workflow TransferCall script does not work for Aspect if the pbxType is set to Aspect.

Workaround:
Set the the pbxType parameter for Aspect to Avaya.
Avaya CONVERSANT
72120
The argument variables need to be preserved on the Avaya CONVERSANT IVR. You cannot always rely on the integrity of these variables, therefore it is good programming practice to protect your data.

Workaround:

  1. Use a set of argument variables (such as eduid, last_name, first_name, etc.) in the Script Builder script to keep the values for your data.

  2. Create a temporary set of argument values (such as arg1, arg2, etc.) to be used for passing parameters back and forth to the vesp_dip.

For example, to call a set_vdu:

  1. Move vduid into arg1.

  2. Move last_name into arg2.

  3. Move first_name into arg3.

For a getvdu, call it with the temporary variables, then copy the returned values into their "real" containers.
Definity G3
Telephony Server
72235
When agent events are not enabled on Telephony Server, RONA does not work properly. A change of agent state event is not sent so a TS.Disconnect is never sent.

Workaround:
Enable Agent events for the Telephony Server in IC Manager to get RONA to work properly.
Multi Site Heterogeneous Switch
91475
If the Heterogeneous Multi Ani Table has an ANI value that is longer than 11 characters, the Telephony Server hangs.

Workaround:
Do not exceed 10 characters in the ANI table for hetero-switch transfer.
Nortel
91230
On consultation calls (TS.TransferInitVDU) across PBXes, where the initiating party is on a Nortel PBX, the disconnection of the consultated party will cause the PBX to issue a TpDisconnect with BOTH call ids. This is the same scenario as that of a transfer.

The TS can not distinguish between them and informs the client application both calls were gone, i.e., a transfer to the consulted party took place. The primary call, however, is still on hold at the hard phone. The call will have to be manually retrieved and terminated. This is a problem imposed by the Nortel link itself.
Telephony Server
72411
In some cases, the Telephony Server may not write out the statistical values for some call statistics including:

  • queuetime

  • queue

  • ringtime

  • talktime

  • holdtime

  • tracking of abandoned calls (in queue, while ringing, while on hold)

This affects reporting based on EDU containers, particularly when there are multiple legs for a call.
Telephony Server
73578
The ability to assign to the TS with a *r has been removed from this release in order to enable support for Advocate routing.

Workaround:
Workflows that use *r should be modified to use the new option to run a certain workflow based on the EDU that issues an adjunct route, using *rRouting (i.e. VDN, CDN).
Telephony Server
91071
When running with call volumes above 10,000 calls/hour, it is recommended to enable the TS's thread pool.

Workaround:
Enable the TS's thread by adding a sequence couple in the Configuration tab, with a name of "thread_pool_size" and value of, as a rule-of-thumb, 1% of the call volume. For example, with 10k calls/hours set the thread pool to 100; for 25K, use 250 thread and so forth.
Telephony Server
91527
If an Agent Data Unit (ADU) server is down in a Wide Area Network (WAN), and you restart the Telephony Server, the Multi Site Hetero Switch (MSHS) functionality may assume that it did not find an ADUID for a requested destination and the request (makecall, transfer, etc.) fails with an "invalid destination" error.

The Telephony server does not prevent the agent from logging in, but no ADU container is created which results in data loss.

Workaround:
Make sure all servers in your WAN environment are functioning properly, then restart the Telephony Server if necessary.
Telephony Server Queue Statistics Server (TSQS)
91467
The failover configuration in a multi-domain environment may incorrectly assign a TSQS to a Telephony Server (TS) that is not responsible for the entire call flow. This results in the TS sending continuous alarms to the system.

Workaround:
Stop and restart the Telephony Server, the TSQS, and the EDU Server to stop the alarms.

Documentation

This section describes the known issues and workarounds, if any, related to the documentation for Avaya IC 6.0.

For information about other known issues and workarounds, see:


 
Component
Key
Summary
Documentation
73263
There is a documentation error on page 44 of IC Administration Volume 3: FAQs, Document Collections, & Legacy Data.

The manual reads:
<Thesaurus Name="Quintus.fth"></Thesaurus>

Workaround:
It should read:
<Thesaurus Name="Avaya.fth"></Thesaurus>
Documentation
73432
The range of settings for priority values for the following functions is inconsistently documented in the following manuals.

  1. Devices and Queues

    • ADU Server Programmer's Guide, page 21
    • Administration Guide, Volume 2, pages 92, 94

  2. Outbound Contact

    • Administration Guide, Volume 2, pages 152, 154

Workaround:
In all instances, the correct value range should be 0 - 10, with 0 being "highest" priority and 10 being "lowest" priority.
Documentation
Data Models
72944
Proactive Contact is no longer supported as of Avaya IC 6.0.

Workaround:
References to Proactive Contact in the data model entities and aliases in the following books should be ignored as the feature is not supported.
    • CustomerQ Data Model Reference, page 95
    • CallCenterQ Data Model Reference, pages 16, 29
    • HRQ Data Model Reference, page 16
Documentation
IC Manager
72854
There is a documentation error in Chapter 3, IndexQ Operations, of the IC Administration Volume 3: FAQs, Document Collections, & Legacy Data manual.

Workaround:
The File > Make Knowledge Network Compatible menu option is documented in error. Please ignore this section, this functionality is not supported in Avaya IC 6.0.
Documentation
Outbound Contact Supervisor
91221
There is an error in the note in the Outbound Contact Supervisor chapter of the Administration Volume 2 guide.

Workaround:
In the Outbound Contact Supervisor chapter of the Administration Volume 2 guide, the field description for Maximum number of agent and Maximum agent idle time in subsection Agent Blending Parameters are not accurate.

  • In the Maximum number of agents description, remove the second paragraph of the description for Maximum number of agents.

  • In the Maximum agent idle time, change "will" to "may" in the second sentence.

The descriptions should read:

Maximum number of agents
Helps to move agents between work when the work load varies. When the number of agents active on a job exceeds the maximum number of agents, the system may move agents on this outbound job to other activities.

This number must be greater or equal to:

  • Initial number of agents

  • Minimum number of agents

  • Preferred minimum number of agents

Maximum agent idle time
The maximum number of seconds that an agent can be idle. If an agent is inactive for more than this length of time after handling a call, the system may remove the agent from Outbound Contact.
Documentation
91412
Windows XP Professional has some issues that affect the display on the agent's workstation.

Problem 1: Avaya Agent menu leaves blank space on Avaya Agent when user clicks off menu.

Workaround:
Windows XP Professional does not repaint display correctly.

To repaint and display the missing area:

  1. Minimize Avaya Agent.

  2. Restore Avaya Agent to full size.

Problem 2: The Start menu for Windows XP Professional displays behind Avaya Agent if Avaya Agent is set to Always On Top.

Workaround:
Windows XP Professional does not handle Always on Top setting correctly.

To view and access the Start menu for Windows XP Professional, perform one of the following:

  1. Minimize Avaya Agent.

  2. Click the Avaya Agent Start menu and disable Always On Top. If you choose this option, you need to enable Always on Top again, if you do not want other applications to open on top of Avaya Agent.
Documentation
91477
There is an error in the instructions for configuring Outbound Contact Management in the IC Installation and Configuration Guide.

On Page 128, "Creating the SoftDialer Server", the recommended entry for the IC�Data Source should read, "Select the Dialer for the IC Data Source."

Softdialer mscon.ini file

This section describes the Softdialer Dialing Kernel server (PDK) mcscon.ini file documentation that was not included in the Dialing Kernel (PDK) Server section in IC Administration Volume 1: Servers & Domains. (Refer to Key 91190.)

For information about other known issues and workarounds, see:

mcscon.ini

The mcscon.ini file contains the runtime settings for the Softdialer Dialing Kernel server. The following tables describe each section in the file and the value for each setting. The value column contains the default value, if it exists.

Caution: Use this file as a reference. Do not change a setting unless the IC documentation instructs you. The documentation identifies the setting and the value you must set.

Note: On UNIX systems, all path and file names are case sensitive.

Note: To implement a changed setting, restart the Dialing Kernel VESP server.

Dialing Kernel Settings

The PDK section contains dialing kernel settings that determine how the Softdialer interacts with clients.�
 
Setting
Description
Value
[pdk]
port
Sets the IP port used to listen for customer connects.

Value must be the same used for the serverport configuration in the configuration of the Softdialer Dialing Kernel server in IC Manager.
Required
7800, default
User must set
[pdk]
InactivityTimeout
Sets the number of seconds a client can be inactive before the PDK will send a watchdog packet to verify the client's activity
Optional
300, default
User may change
[pdk]
WatchdogTimeout
Sets the maximum number of seconds that the PDK will wait for a response after the PDK sends a watchdog packet. If the PDK does not get a response, it closes the PDK connection with the client and logs out the agent.
Optional
300, default
User may change
[pdk]
cdr
The Call Detail Record (CDR) is a detailed event log of PDK actions.The PDK creates a CDR file for each day. The PDK rolls over to the new CDR file near midnight.
Optional
on, default
User may change
[pdk]
cdr_path
The location where the PDK creates and save the CDR file
Required, when cdr is set to on
No default
Verify that the placeholder %AVAYA_IC_HOME% is replaced with the IC 6.0 installation directory: %AVAYA_IC_HOME%/data

Operational Settings

The Operational Settings section manages work items into environments.��
 
Setting
Description
Value
[pdk]
ENVTABLESIZE
The Softdialer separates work items into environments. This key sets the initial size of the hashing table that stores the environments. The amount of required memory increases as the size of the table increases.
103, default
User may change.
Increase the value to gain performance on very large systems.
 

PDK Trace Settings

The PDK uses the PDK Trace Settings to process trace settings. The PDK processes all trace settings in the order they appear in the mcscon.ini file. �
 
Setting
Description
Value
[pdk]
Trace.All
Sets the value for all trace settings.
List this value last to have Trace.All impact the outcome of all settings.
The binary bit equivalent is %1111.
on or off
off, default
User may change
[pdk]
Trace.FSM
Traces the finite state environment transitions.
The binary bit equivalent is %0001.
on or off
off, default
User may change
[pdk]
Trace.API
Traces client API calls at the Call Engine level.
The binary bit equivalent is %0010
on or off
off, default
User may change
[pdk]
Trace.Init
Traces the installation and uninstallation of the PDK.
on or off
off, default
User may change

A trace setting is a binary mask. The number 1 indicates that the bit is set to ON; the number 0 indicates that the bit if set to OFF. For example:

Interface Layer to IC 6.0

The Interface Layer section sets how the PDK connects to IC 6.0.�

Note: The PDK processes all trace settings in the order they appear in the mcscon.ini file. A trace setting is a binary mask. The number 1 indicates that the bit is ON; the number 0 indicates that the bit if set to OFF. Setting tracing ON, enables the PDK's interaction with the IC 6,0 server. �
 
Setting
Description
Value
[IC]
DLL
Names the DLL used to connect to IC 6.0.

Required
Verify that the placeholder %AVAYA_IC_HOME% is replaced with the IC 6.0 installation directory: %AVAYA_IC_home%/bin/icCon
To debug: User may change to icNull to run the Softdialer in an environment without IC 6.0
[ICCON]
LoginName
Password
User login name and password used to log in to VESP, the middle ware for IC 6.0.


Required
User must change text enclosed in percentage signs to match the login and password defined in IC Manager for the pdkdevctrl agent:
%Login_Name% and %Password%

In IC Manager:

  1. Define an agent for predictive dialing. with the agent the login name pdkdevctrl and assign a password.

  2. In the IC Manager Servers pane, double click the telephony server name.

  3. On the TS tab, right click and select click Show advanced properties.

  4. In the PDK login field, enter the password assigned to the pdkdevctrl agent.
[ICCON]
Client_minport
The minimum port range than ClientSetup uses to log in to VESP.
Optional
7000, default
Do not change
[ICCON]
Client_maxport
The maximum port range that ClientSetup uses to log in to VESP.
Optional
7199, default
Do not change
[ICCON]
MTTTimeout
Sets the timeout value, in second, used for requests to other IC servers.
Optional
20 (seconds), default
User may change
[ICCON]
Trace.All
Sets the value for all trace settings. List this value last to have Trace.All impact the outcome of all settings.
Optional
off, default
User may change
[ICCON]
Trace.TS
Set tracing of the PDK's interaction with the Telephony Server.
Optional
off, default -tracing disabled
User may change
[ICCON]
Trace.VDU
Set tracing of the PDK's interaction with the EDU server.
Optional
off, default - tracing disabled
User may change
[ICCON]
Trace.License
Sets tracing for the PDK's interaction with the license server.
Optional
off, default - tracing disabled
User may change
[ICCON]
Trace.Alarm
Sets tracing for the PDK's interaction with the configured alarms.
Optional
off, default - tracing disabled
User may change
[ICCON]
Trace.DS
Sets tracing of the PDK's interaction with the Directory Server.
Optional
off, default - tracing disabled
User may change

Telephony Interface Layer Settings

The Telephony Interface Layer section sets the DLL that the PDK CCI loads at runtime.��
 
Setting
Description
Value
[DCATSAPI]
CCI
The Control Call Layer DLL that the PDK CCI loads at runtime.
Required
Verify that the placeholder %AVAYA_IC_HOME% is replaced with the IC 6.0 installation directory:
%AVAYA_IC_HOME%/bin/CclIC

Call Control Layer of IC 6.0 Specific Settings

The format of the Call Control Layer defines how the PDK combines the country code, area code, and extension of a telephone number. The PDK determines which format to use based on the country code and area code for the system and telephone numbers:

Each format can contain numbers and the characters C, A, and E, A. The PDK copies the numbers into the telephone number as they appear in the format. The zeros identify the leading numbers dialed to conduct specific calls, such as dialing to an outline line. The country code for the telephone number replaces the letter C. The area code for the telephone number replaces the letter A. The telephone extension number replaces the letter E.�

For example: If the SYSTEMCOUNTRY and area code are the same, then to dial a number with a system country code of 31, area code of 123, and extension of 456789, the PDK uses the INTERLOCALFORMAT(=00AE). It dials 0031123456789.
 
Setting
Description and Example
Value
[CCLIC]
LOCALFORMAT
Instructs the PDK how to use the country code, area code, and extension for local calls. The PDK uses the extension number for the local calls.
Optional
0E, default
User may change
[CCLIC]
INTERLOCALFORMAT
Instructs the PDK how to use the country code, area code, and extension for long distance calls. The PDK uses the telephone number's area code and extension.
Optional
00AE, default
User may change
[CCLIC]
INTERNATIONALFORMAT
Instructs the PDK how to use the country code, area code, and extension for international calls. The PDK uses the telephone number's country code, area code, and extension for international calls.
Optional
000CAE , default
User may change
[CCLIC]
SYSTEMAREA
Instructs the PDK whether to dial an area code. If the area code is the same as for the system, the PDK does not dial the area code with the telephone number.
Optional
30, default
User may change
[CCLIC]
SYSTEMCOUNTRY
Instructs the PDK how to choose the correct format for the system country code in all telephone numbers.
Optional
31, default
User may change
[CCLIC]
PredictiveDevice
The Call Control Layer assigns this device to the Telephony Server that is used for predictive dialing.
Optional
##PDK##, default
Do not change
[CCLIC]
PredictiveRoutePoint
Identifies the route point (DEFINITY G3: VDN) configured for predictive dialing.
For details, see Telephony Connector's Programmer's Guide.
Optional
blank, default
User must change this for predictive dialing mode.

Note: If left blank, an alarm will log an entry stating that predictive dialing is disabled.
[CCLIC]
PredictiveDropPoint
Identifies the drop point (DEFINITY G3: VDN) number where calls can be routed to be dropped.
The vector attached to the VDN should have one step "disconnect after announcement none."
Optional
blank, default
User must change this for predictive dialing mode.

Note: If left blank, an alarm will log an entry stating that predictive dialing is disabled.
[CCLIC]
Rings
Sets the number of rings before the Telephony Server ends a call attempt as "No Answer." This setting applies to all calls.
Set the number to a maximum of 9 to avoid interfering with the job setting for the No Answer timeout.
Optional
0 to 9, maximum
9, default
Do not change
[CCLIC]
Allocation
Identifies how the Call Control Layer uses answering machine (AM) detection.

Allocation is a system-wide setting and overrides all job settings.
Optional
2, default
User may change with care:
0 = no AM detection
1 = drop on detected AM
2 = connect on detected AM
3 = use switch configuration
Do not change

Call Control Event Parsing Trace Settings

The PDK processes the Call Control Event Parsing Trace settings in the order they appear in the mcscon.ini file.��
 
Setting
Description
Value
[CCLIC]
Trace.All
Sets the value for all trace settings.
List this value last to have Trace.All impact the outcome of all settings.
The binary bit equivalent is %1111.
Optional
on or off
off, default
User may change
[CCLIC]
Trace.ENV
Traces the event handling in the Call Control layer.
Optional
on or off
off, default
User may change
[CCLIC]
Trace.API
Traces API calls from the PDK to the Call Control Layer.
Optional
on or off
off, default
User may change
[CCLIC]
Trace.Message
Traces the messages from the Call Control Layer to the PDK.
Optional
on or off
off, default
User may change

PBX Reasons and Call Classification Settings

The Call Control Layer uses the Call Classification Settings section to tell the PDK why a call failed. A call classification setting maps the result from the Telephony Server listed in PBXREASONS section to the result that the PDK understands listed in the Call Classification Code section. A setting has the following format: 89128972,0.

When a call fails, the CTI sends the Call Control Layer the reason in a multi-digit number. The Call Control Layer maps the reason from the CTI with the corresponding classification code, and then sends the classification code to the PDK. The PDK converts the call classification code to readable text.

For example, the Call Control Layer receives the code 89128972 from the CTI layer and maps it to 0, the call classification setting for busy. The PDK receives the reason for the failure was due to a busy signal.

The PBXREASONS section lists the call classification code received from the CTI layer and code sent to the PDK. If the classification code is not in the PDXREASONS list, the Call Control Layer sends the PDK a default code, 7, out of resources.

The following table lists the call classification codes and text:��
 
Call Classification Code
Call Classification Text Used by the PDK
0
BUSY
1
RING_NO_ANSWER
2
SIT_TONE
3
FAST_BUSY
4
ANSWERING_MACHINE
5
FAX_MACHINE
6
MODEM
7
OUT_OF_RESOURCES

Message Dispatch Settings

The message file is a text file that stores Outbound Contact messages that the PDK displays.�
 
Setting
Description
Value
[Message]
MessageFile
The text file containing the messages
Required
%AVAYA_IC_HOME%/etc/mcs.msg, default
Verify that the placeholder %AVAYA_IC_HOME% is replaced with the IC 6.0 installation directory:
%AVAYA_IC_HOME%/etc/mcs.msg
[Message]
Check
Non-operational
Optional
no, default
User may change

Generic Trace Settings

The Generic Trace Settings establish how the PDK manages tracing PDK actions.

A trace setting is a binary mask. The number 1 indicates that the bit is ON; the number 0 indicates that the bit if set to OFF.

When the Trace.All is last, it impacts the outcome of the preceding trace settings.

The system names trace files using the following syntax. The chevron brackets <> are not part of the file name.

Tp<hhmmss>.<daynumber>

For example a file created at 7:15 and 25 seconds in the morning of January 28 would have the name TP071525.28.

The filesize setting determines the maximum size. When current trace file exceeds the maximum size, the system creates a new trace file using the above name syntax.

Note: The system does not remove the files from the trace directory. You must delete the files manually.

To implement tracing, complete the following:

  1. In the IC 6.0 installation directory, create the subdirectory to which the trace settings point, for example: %AVAYA_IC_HOME%/logs/mcscon where %AVAYA_IC_HOME% is the place holder for the installation directory.

    Note: While you can create the subdirectory any where, we recommend to place is as a subdirectory of %AVAYA_IC_HOME%/logs/

  2. Add the following settings to the mcscon.ini file. �
     
    Setting
    Description
    Value
    [trace]
    trace
    Used enable or disable all tracing.
    Optional
    on or off
    off, default
    User may change
    [trace]
    logpath
    Names the directory to which the trace settings point.
    Optional
    %AVAYA_IC_HOME%/logs/mcscon, default
    If used, the you must replace the place holder change the place holder %AVAYA_IC_HOME% with the IC 6.0 installation directory name.
    %AVAYA_IC_HOME%/logs/mcscon
    [trace]
    filesize
    Set the maximum size for the trace file before the PDK creates a new file.
    Optional
    2000000, default
    User may change
    [memory]
    register
    Enables and disables a memory allocation module that registers all allocated memory and detects errors. Helps stabilize the Softdialer.
    Optional
    on or of f
    off, default
    User may change for internal use
    Do not use in the field
    [memory]
    malloc
    Enables and disables malloc tracing in the memory layer.
    Optional
    on or of f
    off, default
    User may change for internal use
    Do not use in the field
    [memory]
    free
    Enables and disables tracing free keys in the memory layer.
    Optional
    on or of f
    off, default
    User may change for internal use
    Do not use in the field

PDK Engine Settings

The PDK engine settings establish how the PDK initializes hashing tables.

Each job creates a hashing table. The table is an array where each entry starts a link list. The list stores all objects that share the same hashing key.

Increasing the size of the hashing table improves performance and requires more memory.
 
Setting
Description
Value
[FLOW_ENGINE]
STORAGEHASHSIZE
Sets the initial size of the hashing table that stores all loaded Reschedule Flows.
Optional
13, default
Recommends not to change value
[FLOW_ENGINE]
INSTANCEHASHSIZE
Sets the expected number of jobs for the system. Each job that is loaded into the system creates a FlowInstance that stores the flow related data for the job.
Optional
53, default
User may set
 

Telephone Number Engine Settings

The Telephone Number (TNR) engine stores the calling lists.
 
Setting
Description
Value
[TNR_ENGINE]
datapath
Sets the directory that stores the calling list records
Required
Verify that the placeholder %AVAYA_IC_HOME% is replaced with the IC 6.0 installation directory:
%AVAYA_IC_HOME%/data
[TNR_ENGINE]
TABLESIZE
Sets the initial size of the job hashing table
Optional
User may set
[TNR_ENGINE]
DATAFILEPREFIX
Sets the prefix used in the calling list file name
Optional
User may set
 

The TNR creates the calling list file names and index files for calling lists using the following syntax. The chevron brackets <> are not part of the file name.
 
File
File Name Syntax
Calling list
<datapath>/<data file prefix><job ID>.dat
Calling list index
<datapath>/<data file prefix><job ID>_<idx ID 1-4>.idx
.

Call Engine Settings

The Call engine sets the calling environment for the Softdialer. This section is optional.
 
Setting
Description
Value
[CLL-ENGINE]
HSH_AGENT
Sets the initial size of the hashing table for the number of agents known to the system.
Optional
100, default
User may change
[CLL-ENGINE]
HSH_LI_CAMPAIGN
Sets the initial size of the hashing table for the number of jobs that an agent can log in to on the system. Each agent has his or her own job hashing table.
Optional
10, default
User may change
[CLL-ENGINE]
HSH_CAMPAIGN
Sets the initial size of the hashing table for the number of jobs on the system.
Optional
30, default
User may change
[CLL-ENGINE]
HSH_LI_AGENT
Sets the initial number of agents that can log in to the job. Each job has its own agent hashing table.
Optional
100, default
User may change
[CLL-ENGINE]
HSH_RELEASED_TNR
Sets the initial size of the hashing table for call attempts that are in progress.
Optional
100, default
User may change
[CLL-ENGINE]
TIME_AGENT_ALLOCATED
A job blending parameter used when an agent joined multiple jobs. This parameter sets the time an agent stays with the same job before switching to another job.
(The PDK switches the agent to another job depending on the priority and progress of the jobs the agent joined.)
Optional
600, default
User may change
[CLL-ENGINE]
MAX_OUTBOUND_Q_SIZE
Sets the maximum number of outbound telephone numbers for an agent that the call engine will store in memory.
Optional
100, default
User may change
[CLL-ENGINE]
INBOUND_Q_ROUTING
Not used in IC 6.0
Do not change
[CLL-ENGINE]
NOT_INBOUND_QUEUED_TIME
Not used in IC 6.0
Do not change

Skill Matching Engine Settings

The Skill Matching engine tracks all skill used within the Softdialer, not IC 6.0.
 
Setting
Description
Value
[SKM-ENGINE]
SKMTABLESIZE
Not used in IC 6.0
Optional
103, default
Do not change

Region Engine Settings

The Region engine sets the region table for the system.
 
Setting
Description
Value
[REG-ENGINE]
REG_TABLESIZE
Sets the size of the region hashing table
Optional
103, default
User may change

Dialing Window Engine

The Dialing Window engine sets the dialing window table for the system. This section is optional
 
Setting
Description
Value
[DLW-ENGINE]
DLW_TABLESIZE
Sets the initial size of the Dialing Window hashing table
Optional
10, default
User may change
[DLW-ENGINE]
DLW_MAXDAYS
Set the maximum number of days in the future that the Dialing Window engine will look to locate active dialing windows
Optional
10, default
User may change

Campaign (Job) Engine

The Campaign engine sets parameters for the hashing tables used for a job.
 
Setting
Description
Value
[CMP-ENGINE]
CMP_TABLESIZE
Sets the initial size of the hashing table for the main job.
Required
103, default
User may change
[CMP-ENGINE]
ROSTER_TABLESIZE
Sets the initial size of the hashing table for the time intervals that can display on the job's calendar. The calendar sets when a job can dial numbers.
Required
10, default
User may change
[CMP-ENGINE]
DNI_TABLESIZE
Sets the initial size of the hashing table that stores DNI numbers that are currently in use. If the PDK can not find an active dialing window, it will reject the telephone number when the number is loaded into the PDK.
Required
13, default
User may change
[CMP-ENGINE]
INBQ_HANGUP_SERVICELEVEL
Not used in IC 6.0
Do not change

Density Settings

The Density settings store statistics on aspects of dialing and agent work. The density separates statistical data into time intervals, for example: between 20 and 30 seconds, 30 and 40 seconds, and 40 and 50 seconds.

Density settings store statistics on the amount of calls that end between time intervals, the length of time to setup a call, and the length of time to record the completion of a call (wrapup).
 
Setting
Description
Value
[CMP-ENGINE]
DENSITY_INTERVALS
Sets the initial number of intervals used.
Required
18, default
User may change
[CMP-ENGINE]
DENSITY_ADJ_TIME
The PDK will adjust the length of the density in seconds if the previous adjustment occurred earlier enough. The adjustment occurs to prevent frequent consecutive adjustments. The adjustment time is based on a moving average.
Optional
600, default
User may change
[CMP-ENGINE]
DENSITY_ADJ_LEVEL
A precision setting that adjusts a density. The adjustment level establishes a moving average that the PDK uses to lengthen the density after a certain amount of calls exceed the length.
The adjustment level is the number of overshoot samples divided by the total number of samples.
Optional
0 (minimum) to 1 (maximum)
0.05, default
Recommends do not change
[CMP-ENGINE]
DENSITY_INTERVAL_LENGTH
Sets the time in seconds of each interval.
For example, if there were 18 intervals and the length is 10 second, then the total time for the interval length is 180 seconds or 3 minutes.
Required
10, default
User may change
[CMP-ENGINE]
DENSITY_INIT
Tells the PDK how to initialize densities.
Optional
0, default
Do not change
[CMP-ENGINE]
WRAPUP_DENSITY_INTERVALS
Sets the initial number of intervals used for wrapup densities.
Required
20, default
User may change
[CMP-ENGINE]
WRAPUP_DENSITY_ADJ_TIME
The PDK will adjust the length of the wrapup density in seconds if the previous adjustment occurred earlier enough. The adjustment occurs to prevent frequent consecutive adjustments. The adjustment time is based on a moving average.
Optional
600, default
User may change
[CMP-ENGINE]
WRAPUP_DENSITY_ADJ_LEVEL
A precision setting that adjusts a wrapup density. The adjustment level establishes a moving average that the PDK uses to lengthen the wrapup density after a certain amount of calls exceed the length.
The adjustment level is the number of overshoot samples divided by the total number of samples.
Optional
0.05, default
User may change
[CMP-ENGINE]
WRAPUP_DENSITY_INTERVAL_LENGTH
Sets the time in seconds of each wrapup density interval.
Required
3, default
User may change
[CMP-ENGINE]
SETUP_DENSITY_INTERVALS
Sets the initial number of intervals used for call setup densities
Optional
18, default
User may change
[CMP-ENGINE]
SETUP_DENSITY_ADJ_TIME
The PDK will adjust the length of the setup density in seconds if the previous adjustment occurred earlier enough. The adjustment occurs to prevent frequent consecutive adjustments. The adjustment time is based on a moving average.
Optional
600, default
Do not change
[CMP-ENGINE]
SETUP_DENSITY_ADJ_LEVEL
A precision setting that adjusts a setup density. The adjustment level establishes a moving average that the PDK uses to lengthen the setup density after a certain amount of calls exceed the length.
The adjustment level is the number of overshoot samples divided by the total number of samples.
Optional
0.05, default
User may change
[CMP-ENGINE]
SETUP_DENSITY_INTERVAL_LENGTH
Sets the time in seconds of each setup density interval.
Optional
10, default
User may change
[CMP-ENGINE]
SETUP_DENSITY_INIT
Tells the PDK how to initialize the densities.
Optional
0, default
Do not change

User Engine Settings

The User engine tracks each user who is logged in to the system.
 
Setting
Description
Value
[USR-ENGINE]
USR_TABLESIZE
Sets the initial size of the user hashing table
Required
103, default
User may change
[USR-ENGINE]
TELEXT_TABLESIZE
Sets the initial size of the hashing table that verifies there is only one user for each telephone extension number
Required
103, default
User may change

Blending Engine Settings

The Blending engine is not used in IC 6.0. This engine would blend internal and external work. Internal work would consist of inbound and outbound work. External work would consist of ACD and external application work.
 
Setting
Description
Value
Evaluation_Time
Not used in IC 6.0
Do not change
SKILLAGENT_TABLESIZE
Not used in IC 6.0
Do not change
AGENT_TABLESIZE
Not used in IC 6.0
Do not change
SKILL_TABLESIZE
Not used in IC 6.0
Do not change

Data Engine Settings

The Data engine is part of the Telephone Number (TNR) engine. The Data engine stores the calling lists. The engine processes the trace settings in the order listed in the mcscon.ini file.
 
Setting
Description
Value
[DATA-ENGINE]
PageSize
Sets the size of the page cache (memory). The Data engine will read and write data in amounts of the page size.
Required
4096, default
User may change
[DATA-ENGINE]
IndexNodeSize
Sets the size of the index node. An index node stores the keys of multiple records in sort order. Each node stores a number of record references. Larger nodes decrease the depth of the B-tree.
Optional
2048, default
User may change
[DATA-ENGINE]
ReadCache
Enables and disables data read caching. When set to on the data engine reads caching; when set to off reads from disk and never looks in the cache during read actions. The cache stores pages of the size set by the PageSize setting.
Optional
on or off
on, default
User may change
[DATA-ENGINE]
WriteCache
Enables and disables data write caching. When set to on the data engine writes caching; when set to off writes to disk and never looks in the cache during write actions. The cache stores pages of the size set by the PageSize setting.
Optional
on or off
off, default
User may change
[DATA-ENGINE]
CacheSize
Sets the maximum number of pages kept in memory (cache).
Higher values increase the speed but requires more memory.
Optional
64, default
User may change
[DATA-ENGINE]
Trace.All
Sets the value for all trace settings.
List this value last to have Trace.All impact the outcome of all settings.

Optional
off, default
Recommends not to change value
[DATA-ENGINE]
Trace.ISAM
Traces the Isam file operations.
Optional
off, default
Recommends not to change value
[DATA-ENGINE]
Trace.eFile
Traces the file access operations.
Optional
off, default
Recommends not to change value
[DATA-ENGINE]
Trace.Page
Traces the page cache operations.
Optional
off, default
Recommends not to change value
[DATA-ENGINE]
Trace.Record
Traces the record access operations.
Optional
off, default
Recommends not to change value
[DATA-ENGINE]
Trace.Index
Traces the general index operations.
Optional
off, default
Recommends not to change value
[DATA-ENGINE]
Trace.IndexCache
Traces index node cache operations.
Optional
off, default
Recommends not to change value
[DATA-ENGINE]
Trace.IndexPostInsert
Traces the tree dump after inserting an index.
Optional
off, default
Recommends not to change value
[DATA-ENGINE]
Trace.IndexPostErase
Traces the tree dump after erasing an index.
Optional
off, default
Do not change
[DATA-ENGINE]
Trace.IndexInsert
Traces index insert operations.
Optional
off, default
Do not change

Product Updates and Support

The latest product updates for all supported versions of Avaya Interaction Center 6.0 can be found online at the Support Centre section of our website.

If you encounter issues that may require patches, contact Avaya technical support through your named support contact:

If you do not have a WebQ user ID/password, send an email request, along with your preferred user ID and password, to [email protected]. (Please note that your user name and password must each be at least 6 characters long, your password must contain at least one number, your user name and password cannot be the same, and you must already be set up as an approved support contact.)

NOTE: If you have difficulty reaching CRM Technical Support through this URL or this email address, please go to http://www.avaya.com/ for further information.

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