Welcome to Avaya Contact Recorder 10.1sp2, Build 3

These release notes contain the following:

�         New Features in this release

�         Available Documents

�         System Requirements

�         Fixed Issues

�         Known issues and Limitations

New and Changed Features in Avaya Contact Recorder 10.1sp2

Major enhancements are summarized below. See Reference 1 below for a full feature description. Verint staff may refer to Reference 6 for details of recent changes.

 

�         The "Conferenced" recording mode previously provided for Communication Manager systems has been merged with the "Bulk" recording mode of CS1000 systems.

�         Configuration has been rationalised and enhanced to provide a superset of features. e.g. the "Designated Recorder" and "Record internal calls only" settings are now available across switch types.

�         Quality Monitoring recording on Communication Manager systems now uses single-step conferencing rather than service observe.

�         TSAPI integration has been tightened so as to no longer require the Avaya TSAPI client or associated separate process.

�         Support for Windows operating system when recording calls on Communication Manager.

�         Incoming Avaya Aura Contact Center (AACC) calls can be recorded without having to connect the CTI feed of a Communication Manager or CS1000.

 

Note:

�         This release is not certified for use with TDM recording channels or CS2x00 switches at this time.

�         Please contact Avaya for latest information.

�         On Windows this version supports Windows 2008 R2 64bit SP1 and Windows 2003 R2 32bit SP2

�         On Linux this version supports RHEL 5 Update 7 32bit � No support for RHEL 6 or 64bit at this time.

 

Available Documents

The following documents are available with the Avaya Contact Recorder product:

  1. Planning, Installation and Administration Guide: for Systems Administrators.
  2. Search and Replay User Guide: for end users.
  3. Avaya NES CRQM 7.0 migration to Avaya 10.1 Guide: for installers.
  4. Contact Recording and Quality Monitoring: for Systems Administrators.
  5. Please check http://support.avaya.com for updates to this release note which may include issues found after release.
  6. ACR 10.1 Statement of Work (Verint internal only)

System Requirements

See Reference 1 for details of the server requirements. Client access is via Internet Explorer Version 7 or later.

 

 

Requires

�         Avaya Communication Manager 5.x or 6.x running the latest loads.� Does NOT support CM 3 or earlier.

o    C-LANs must be at Firmware revision 15 or later.

o    MedPros must be at Firmware revision 75 or later.

o    VOIP Module (MM760) must be at Firmware revision 43 or later.

or

�         CS1000 CC 6 or later to take advantage of all new features.

o    AACC SIP recording of inbound CDN calls

o    Record on Demand

o    Secure Call Recording

System Security

Note that PPP is required by Avaya�s Remote Access Tools and hence is installed. You may wish to disable this if such remote access is not to be used.

Upgrade Procedure � ALL SYSTEMS

Note the requirements (detailed in subsequent sections) to first upgrade to at least Avaya NES CRQM 7.0 or ACR 10.0 before upgrading beyond those points.

 

You MUST take a backup of your postgres database before upgrading. You are also advised to take screenshots or html copies of the configuration settings on all Operations tabs before upgrading.

 

Custom Layouts: If you have added any custom layouts that extend the �browse� view or make use of any of its underlying database functions, you must take copies of these and remove them from the database before upgrading. Failure to do so will stop the database schema migration. Reapply them and test against the new database schema after the upgrade.

 

Dialer Personality file: If you system has been integrated to a dialer, make sure you copy the correct personality file into the tomcat6/lib directory after you upgrade.

 

Limitations of Upgrade: Prior to 10.1SP2 the "parties" on a call were not marked as precisely as they are now so the recorder cannot tell which are "skill set" - so the new field only fills in properly for calls recorded post upgrade. Earlier calls will continue to show skill set as a party in the "Parties" column as they did before upgrade. Users performing searches spanning the upgrade point should look for the skill in both fields.

 

UNIFY INTERFACE CHANGES: If your system uses Unify integration (or any other external control application that integrates via this interface) you should carefully review the changes to this interface. Scripts will probably need to be modified (becoming simpler in most cases).

 

Service Observe Modes deprecated: Station Bulk and Station Executive recording modes are deprecated. Stations configured to be recorded via them will be recorded, instead using the new �bulk� mode with single-step conference. If you must continue to use service observe modes then apply the property setting so.enabled=true before you upgrade.

 

System Configuration: This release merges three subtly different �bulk� recording modes. Although most settings are migrated automatically, there are some changes to configuration that cannot be inferred unambiguously. You should therefore use the screenshots taken before upgrade to check that ALL administration settings are as you require them following the upgrade. Pay particular attention to:

�         the recording rules on �Bulk� mode. If you previously used more than one of Conferenced, Station Bulk or Station Executive, you may need to re-apply any recording rules as these cannot always be merged into single rules automatically.

�         any archive filtering rules as these may need to be modified by hand to match the updated tagging.

�         External control of recordings (whether via Unify, Contact Recording Desktop, buttons on the phone or dialled digit strings) is now more tightly controlled. You must enable manual start, stop, delete and/or retain settings where these cannot be inferred from existing settings.

 

TSAPI: Previously, the TLINK name determined whether or not the TSAPI link was secure. This is now assumed to be secure unless altered via the properties file.

 

Master/Standby/Slave changes:

1.    Previously, in �Conferenced� recording mode, the recordings were made on slaves � and NOT normally on the master or standby. From 10.1SP2 onwards, the default is to balance recordings across master, standby and slaves. This allows N+1 fault tolerant systems of three servers (master + standby + slave) or higher. Previously five servers were needed (master + standby + 3 x slaves).

2.    Previously, softphones were configured on the slaves as well as the master. Now, all softphones should be entered on the Master recorder. If you need to assign them to specific slaves, this can be done using the Advanced settings for a range of softphones.

 

Licensing: When upgrading a system from any version prior to 100064, you will also have to enter a new Version 10 license key.� If your system does not have a Version 10 license already, apply this update first. The recorder will then show that it is running on a 30 day timed license. You can then enter the new license key to restore it to indefinite operation.

 

Upgrading CRS from NCR (any version)
The way in which the Central Replay Server (CRS) function is licensed changed from NCR (where it was treated as a "slave" to a particular "master" recorder) to 10.1 and beyond where it is licensed as a separate entity and does not maintain a master/slave communications link with any master (hence can serve many independent masters equally).

Having upgraded the servers you must first enter a CRS-specific license key on the CRS as well as the new license key on the Master. Until you do the latter, the CRS will appear to be an offline (un-contactable) slave and will raise an alarm. This is harmless and will clear once the new license is entered into the master.

 

 

WARNING: When upgrading, several database schema changes are performed automatically as the new version starts for the first time. Further changes then continue in background to migrate existing recordings to the new schema. Most recent recordings are migrated first. These can take some considerable time on a system that has been heavily used for some time. Check that you have at least 30% free disk space on the partition into which the application is installed. This is to allow for temporary growth of the system database during these changes.

 

WARNING: Before starting the recorder service after an upgrade, you should apply the latest patch.

Upgrade Procedure � from Avaya NES CRQM 7.0 (Windows server)

If upgrading from an earlier version, you MUST first upgrade to Avaya NES CRQM 7.0 following the instructions in the release note for that version.

WARNING: When upgrading, several database schema changes are performed automatically as the new version starts for the first time. These can take some considerable time on a system that has been heavily used for some time. Check that you have at least 20% free disk space on the partition into which the application is installed. This is to allow for temporary growth of the system database during these changes.

 

You do not need to upgrade the operating system to Windows 2003 R2 SP2 if the recorder is already installed on SP1.

 

You can upgrade from Avaya NES CRQM 7.0 to this Build as follows.

 

    1. Log on as an administrator
    2. Insert the DVD
    3. Click the �Install Recorder� link
    4. Click �Run�

 

Existing recordings, the database and any changes you have made to search and replay layouts and Contact Recording Desktop layouts will be retained through the upgrade.

 

See reference 3 for further details.

 

CRD Persistence Mode

The default for the property setting record.persistmode was �dn� but is now �device�. If you had it explicitly set to �dn� in your properties file you should remove it or change this to �device�.

 

SNMP Configuration

SNMP port previously defaulted to 4161 on Avaya NES CRQM 7.0 but defaults to 2161 on Avaya Contact Recorder 10.1.

Designated Recorder/Pool(s)

If you have used the Designated Recorder/Pool(s)  advanced setting to specify a recorder by its four-digit number within your system, you must change this to the full six-digit serial number of the recorder. Named pools are not affected.

 

Upgrading CRS from NCR (any version)
The way in which the Central Replay Server (CRS) function is licensed changed from NCR (where it was treated as a "slave" to a particular "master" recorder) to 10.1 and beyond where it is licensed as a separate entity and does not maintain a master/slave communications link with any master (hence can serve many independent masters equally).

Having upgraded the servers you must first enter a CRS-specific license key on the CRS as well as the new license key on the Master. Until you do the latter, the CRS will appear to be an offline (un-contactable) slave and will raise an alarm. This is harmless and will clear once the new license is entered into the master

 

Archive

Following an upgrade, if you have restricted any of your archive destinations to run on specific recorders, you must change the recorder numbers to the new 6 digit serial numbers on the Operations > Archive page.


Disable Media Sensing

ATTENTION Windows contains a �Media Sensing� feature which can cause problems for recorders. Should all NIC cards in a server lose connectivity at the same time, this feature can lead to the recorder looping with 100% CPU usage. You must disable this feature by following the instructions in http://support.microsoft.com/default.aspx?scid=kb;en-us;239924

 

Upgrade Procedure � from ACR 10.0 (Linux server)

If upgrading from an earlier version, you MUST:

�a) Upgrade to ACR 10.0 following the instructions in the release note for that version.

�b) Upgrade your RedHat Operating System to at least RHEL 5.0 Update 4 (32bit only), following the instructions specified by RedHat.

Upgrading JDK and Avaya Contact Recorder

Once completing the pre-requisites above, you can upgrade Avaya Contact Recorder using the installation disk of the latest version. Three methods are described below � one using the windows-like GUI and the other two using the command-line interface � one directly from the DVD and the other from a copy of the rpm files. The latter option is easier to do if logging in remotely via PuTTY. 

 

In all cases you will need to upgrade the Java Virtual Machine and ACR using the two rpms supplied. The sequence of installing the two rpms is not important but both must be done according to the instructions below.

 

CAUTION: As the database schema is upgraded when a new version runs for the first time, it make take several minutes for the service to become available.

 

TIP: You can save many megabytes of disk space by erasing the old Java Virtual Machine after the installation. Use the rpm �e command, with the package name of the old Java Virtual Machine. Depending on the previous version of ACR, this will be either j2sdk , jdk or jre.

 

NOTE: When upgrading you may receive one or more of the following warning(s) which may safely be ignored:

�        systemPrefs files have been created as xxx.rpmnew

�         /opt/witness/properties/cscm.properties saved as /opt/witness/properties/cscm.properties.rpmsave

Using the Gnome GUI

  1. Log on at the console as root
  2. Enter the command

startx

  1. When the windows interface has started, use the service manager (system settings / server settings / services) to stop the cscm service.
  2. Insert the ACR installation/upgrade DVD
  3. Confirm that you want the autorun program to execute.
  4. Click on the Install/Upgrade button(s).
    (If more than one buttons say     Upgrade or Install, work from the top down).
  5. Close the upgrader application
  6. Eject the DVD by right clicking on its disk icon and selecting Eject.
  7. Delete the folder /opt/witness/tomcat5530/work and /opt/witness/tomcat5525 (if it exists)
  8. Start the cscm service using the service manager.
  9. Close the GUI (by logging off)
  10. Type logoff at the terminal prompt.

Using the Command Line (files on DVD)

  1. Log on at the terminal prompt as root
  2. Enter the command

service cscm stop

  1. Insert the ACR installation/upgrade DVD
  2. Mount the installation DVD (replace cdrom with your device name if different)
    ���� mount �r �t iso9660 /dev/cdrom /mnt/cdrom

It may be necessary to create the /mnt/cdrom mount point using the command

���� mkdir /mnt/cdrom

  1. Enter the command (again, replacing /dev/cdrom as appropriate)

cd /mnt/cdrom

  1. Upgrade the application by entering the command below � replacing xx with the build number as notified in the release notes.

rpm �Uvh cscm-10.1-xx.i586.rpm

  1. Upgrade the Java Virtual Machine by entering the command below

rpm �Uvh jre-6u20-linux-i586.rpm

  1. Enter the command

cd /root

  1. Eject and unmount the DVD by entering the command

eject

  1. Delete the folder /opt/witness/tomcat5530/work and /opt/witness/tomcat5525 (if it exists)
  2. Enter the command

service cscm start

  1. Logoff

Using the Command Line (rpm file copied to server)

  1. Log on at the terminal prompt as root
  2. Copy the cscm rpm file to the server.
  3. cd to the folder into which you have copied the rpm file
  4. Enter the command
    service cscm stop

Upgrade the application by entering the command below � replacing xx with the build number as notified in the release notes (or just hit the tab key after typing cscm)
���� rpm �Uvh cscm-10.1-xx.i586.rpm

  1. Upgrade the Java Virtual Machine by entering the command below

rpm �Uvh jre-6u20-linux-i586.rpm

  1. Delete the folder /opt/witness/tomcat5530/work and /opt/witness/tomcat5525 (if it exists)
  2. Enter the commands
    �service cscm start
  3. Logoff

Fixed Issues

 

 

 

 This issue list starts from 10.1sp2 Build 1. For earlier fixes, see the release notes for that build.

Patch #

Description

101201

1. Viable status now takes AACC into account.

2. PCS now correctly re-connects after link goes down when replyport property is set.

3. DTLS defect configurable through property file entry dtls.nonstandard.

101202

1. Upgrade now handles screen recordings, duplicate recordings and corrects recordings with invalid direction set.

2. Clarify hint text associated with designated recorder setting for Communication Manager softphones.

101203

Do Not Deploy

 

1. Unify STARTED message in conferenced mode can have trailing XML suppressed and placed in an UPDATE message instead using unify.xmlonstart=false.

2. Avoid a race condition where two Unify/External controllers tag at the same time causing them to lockup and subsequently block the insertion of that recording into the database and all subsequent ones.

3. If clearing override details but no longer logged on, do NOT assume the active call is to be cleared.

4. Avoid NullPointerExceptions in Filter Settings.

5. Only WARN when External Controller tries to mask and property file not configured for masking.

6. Don't spoof a dialer disconnected event ahead of agent logout.

7. Filter out CCT events that do not relate to voice calls.

8. Improve creation and destruction of softphones in various failure/recovery scenarios, impacts Master/Standby/Slave operation.

9. Now pass INums to Standby to avoid reuse of INums on switchover.

10. Tracking wasted INums to ensure correct recording counts in light of above, impacts Master/Standby and Slaves.

11. Resolve SQL error if you removed all roles from a user. Did not delete them properly. Restart recorder and they�d still be there.

12. Set tsapi.prefercalledparty=true to tag with the called party in preference to the previous number associated with the dynamic when the tsapi answering party provided is null.

13. Having deleted a user you cannot add the same user unless you close current session.

14. Set delay before trying to recover a �lost� connection on AACC to 2000ms � i.e. allows for delay between BYE and DISCONNECTED of over 1.2s as seen recently.

15. Recording �rule� should take �to the grave� setting from the AutoManualSettings.

16. Thin out CTI logging unless cti.tracing=true is set.

17. Stop Standby from acting on recording start/stop unless it�s active.

18. Resolved issue where Slave could not copy files to QM server.

19. Thin out device observe check logging now only show unusual cases.

20. Avoid out of port alarms on CM with multiple servers.

21. Where mask is set as call starts, ensure this flows through to port.

22. MLS should not try to re-register observers while link between MLS and switch is down.

23. Avoid calls having to time out before being advised to QM (2s delay) when receive TSAPI notification that recording port has joined the call.

24. Don�t be fooled by UCID reported as �00000000000000000000� � as seen at start of load test with calls already in progress.

25. Clear down device listener when CRD user shuts down � to avoid subsequent alarms.

26. Avoid empty string in the �appliesto� section of a recording rule.

27. If a rule on a recording range is set to override the rule on recording mode as a while (i.e. chose �Ignore�) then the other details are irrelevant and should not be shown in the Detail column.

28. User roles were not being separated by correct separator character in e.g. Russian

29. Slave cannot write QM file as credentials not passed from master correctly.

30. Protect against NullPointerException if rule on device type not recognised.

101204

Do Not Deploy

 

1. Exclude old alphanumeric only owners from the party call details.

2. Now handle UDFs that have subsequently been changed.

3. Stopped standby database size growing gradually due to superfluous write. Will vacuum overnight but full vacuum recommended if database size on Standby is significantly greater than that on Master.�

101205

Avoid double-beep mask tone being injected from start of call when it isn't required.

101206

1. Reinstate standby.localconfig=true option � which does not take softphone or port pool configuration from the master.

2. Support sending archive filter settings from master to standby.

3. Handle search queries that contain 20 digit ucid filters.

4. Support sending encrypted QM credentials from master to standby.

5. Insert a space before XML in Started and Update messages.

6. In AACC + CS1K� systems, calls made by AACC agents that were not via the AMS did not have the agentid tagged.

101207

1. Check rule against all devices as one rule can be shared on more than one bulk target.

2. Handle null activity code when checking rule at the end of the call and activity rule is set.

3. Avoid a Null Pointer Exception if null activity code present.

4. Handle UDF values correctly on upgrade.

5. Changed recording rules to look for external connection ids even on AACC agents that are not ready

6. Recorder port connections advised via CCT (as happens when beep mode is on) are now ignored.

7. Avoid tagging alphanumeric owners as a party on the recording.

8. Dialer integration now handles called party being internal also don�t test irrelevant device types.

9. Delete API now handles delete of screen capture files, tolerant of xml missing and handles new and old recordings in database.

10. Suppress no tap alarm on dialer call with no nailup yet.

11. CS1K - Use device type to determine calling party logical address - then get lineappearance from that.

12. Automate upgrade of NCR recorders changing archive recorder setting.

13. CM media encryption now correctly supports beep tone, meeting recording and telephone replay.

101208

1. Removed designated recorder setting from On Demand and Meeting recording modes.

2. Upgrade Central Replay Servers correctly ensuring irrelevant admin screens are removed.

3. Handle upgrade of recordings with skillsets correctly.

4. Handle upgrade of archived screen recordings correctly.

 

The above fixes are all rolled up into Avaya Contact Recorder 10.1sp2, Build 2.
Items below show the corresponding patch number to the left. Patches are cumulative

101209

1. Removed obsolete DVD subsection from MIB definition files.

2. Upgrade now corrects erroneous deletion of tarinum record when archived screen recordings found.

3. Upgrade now handles screen and stereo recordings.

4. Add ticketing system to allow sorting of connections when timestamp and connid are the same, should resolve direction tagging.

 

The above fixes are all rolled up into Avaya Contact Recorder 10.1sp2, Build 3.
Items below show the corresponding patch number to the left. Patches are cumulative

101210

1. Note when INums are wasted to avoid double counting them.

2. (PCS Dialer) Now spoof half call whenever agent logs on and kill it when the agent logs off.

3. Handle rule deletion before range has been created.

4. Allow bulk export for replay only user.

101211

1. Follow the call now correctly records blind transferred calls.

2. Enhancement to pass ASCII Avaya User-to-User information to QM as custom property Contact.UUI. Use property file setting to change the default qm.uui=UUI

3. Enhancement to record no hold conference and fast transfer call scenarios.

101212

1. Overnight postgres purge now also purges calls table.

2. Track calls recorded by other recorder, previously would continue to loop trying to get a port on the call.

3. Set the default time in the audio file header to wallclock time.

4. Implement RTP no packets and packet loss alarming.

 

 

Known Issues and Limitations

The following features are not fully implemented and/or tested and are planned to be included in subsequent builds:

 

Incident #

Description

 

 

 

QC52609

All stations to be recorded must be given a name in the Communication Manager as it is currently not possible to determine the device type or other details of these via TSAPI. See Avaya Meastro case 15747804.

QC53213

When adding new CoRs in a Master/Standby system, the standby will refresh the list of stations any time a new CoR is added. This is in addition to 1am scheduled refresh. Also, if changing between CoR and normal address targeting, you should FIRST remove all targeted addresses, then change the type of targeting and then add the new addresses. Failure to do so will leave the previous recording targets active until the next reset.

QC80738

CS2K and CS1K if running CC6 or earlier, the recorder can only determine the location of an agent when that agent logs in. There is therefore a risk that, if the recorder restarts, it will not be aware of the locations of all agents until they have logged off and on again.

QC79533

The recorder needs to be restarted if you add more station bulk targets when your recorder has been loaded to within (the default headroom of) 5 channels of its total softphone bank. This will not be a problem long term as station bulk will be removed post 10.1SP2.

 

 

 

 

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