Avaya Interaction Center 6.0.2 Readme

Read this document before you install and configure Avaya Interaction Center (Avaya�IC)�6.0.2.

This Readme file contains last-minute information that was not available for the publication of the regular documentation. For basic information about installing Avaya IC 6.0.2 see the IC Installation and Configuration Guide. For information about defects that were fixed between Avaya IC 6.0 and this release, see Defects Fixed in Avaya IC 6.0.2.

This Readme contains the following sections:

Additional information that becomes available after the publication of this Readme, if any, will be provided in the Avaya Interaction Center 6.0.2 Readme Addendum on the web at: http://www.avaya.com/support/qq.

Product Updates and Support

The latest product updates for all supported versions of Avaya Interaction Center 6.x can be found online at the Support Center section of our Web site. You should check this site before you install Avaya IC to make sure you have the latest patches, and then check it periodically to make sure you have any future updates to the suite.

To get the 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.

Supported Platforms and Languages

Avaya IC 6.0.2 is supported on Microsoft Windows and Sun Solaris. For detailed information on supported platforms, including browsers, operating systems, and databases, see the IC Installation Prerequisites Guide.

Avaya IC 6.0.2 supports the following languages:

Avaya IC also includes Thai language support for Email Management, Web Management, and other basic Avaya IC channels in a Windows 2000 environment only. Thai language support does not include the following:

Installation

This section describes the patches, known issues and, where applicable, workarounds related to the installation of Avaya IC 6.0.2. This information is not included in the IC Installation and Configuration Guide.

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

Patches

After you install the Avaya Interaction Center, you should apply the patches in the patches directory of the product CD-ROM. On the Windows CD (CD1), the patches directory contains two subdirectories; server and design. On the Solaris CD (CD2), the patches directory contains only a server subdirectory. For details about these patches, see the associated patch Readmes in those subdirectories.

Known Issues

The installation process has the following known issues:
 
Component
Key
Summary
Installation Prerequisites
71272
JRun 3.1 is no longer visible on the JRun front page.

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

Resolution: Use this link to get JRun 3.1:
http://www.macromedia.com/software/jrun/productinfo/faq/general/#p400
Installation Prerequisites
90411
92025
Contact centers that use the Avaya Definity G3 switch and the corresponding Avaya Computer Telephony Server for voice contacts need to download version 8.2.4 (or the latest version if available) of the CVLAN Client to use Agent Events functionality on Avaya IC 6.0.

Caution: Do not use version 8.2.1 of the CVLAN Client. Version 8.2.1 can cause the Telephony server to crash under a moderate load.

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/.

  2. Click Call Center / CRM from the options in left menu below Technical Database.

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

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

  5. Click Software Downloads.

  6. Select CVLAN 8.2.4 (or the latest version if a more recent version is available).

  7. Follow the instructions provided on the screen.

  8. Select the CVLAN Client for your environment. (For example, for Windows, this is currently cvlan_nt_824.zip.)

Installation Prerequisites
Customer Browser Support
91634
Customers who use Netscape 6 on MacOS X need to install the MRJPluginCarbon browser plugin to access Web Management functionality.

Workaround: Direct customers to the following sites for information on downloading and installing the plugin and getting the latest version of Macintosh's Java Runtime OS (MRJ):
Installation
Agent Desktop
92587
Agent installer processes are running, but the installer has stopped indefinitely.

Workaround: Open Windows Task Manager and stop all qui.exe processes on the Process tab.
Installation
91549
The Avaya IC 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.
Installation
Agent Privileges
71718
The agent installation must be performed by a user who has administrative privileges. A regular user or a power user will not be able to install Avaya IC. If an agent has the privileges of a regular user on Windows, the agent may not be able to log in to the agent applications.

Workaround: To run agent applications, you must give Write privileges for the Avaya IC directories to all agents who have a regular user account for Windows. An agent with a power user account has Write privileges by default - you do not need to change the privileges for power users.
Documentation
IC Installation and Configuration Guide
116325
The Installation and Configuration Guide does not include information about the following error messages that can display when you configure Search Server full text searches on Windows or Solaris:

  • "The object, "w_qw_wru_view", already exists in database."

Ignore this error message. This message does NOT indicate that you have
encountered a problem with the configuration.

  • "execsql: execute failed
    SQLSTATE: SGS00, Native error: 0, error text [Hummingbird][SearchServer]Invalid table name"

You may see this error message twice in fulcrum.err when you run the fulcrum_setup command for the first time. This error results from the following two lines in the fulcrum config file "ec56.fte":

  • unprotect table qw_wru_en

  • drop table qw_wru_en
Installation Documentation
IC Installation and Configuration Guide
116129
The Installation and Configuration Guide does not include instructions to stop JRun and Sun ONE Server before you run the Configuration Tool. This can make it difficult to run JRun or Sun ONE Server after configuration.

Workaround: Make sure that the following processes are completley stopped before you run the Configuration Tool:

  • JRun server that hosts the application that you want to configure with the Configuration Tool. For example, if you want to configure Web License Management, stop the JRun server that hosts your WebLM web application.

  • Sun ONE Server java process for the instance that communicates with the JRun server above.

  • Sun ONE Server watchdog process that monitors whether the application server stops. If you do not stop this process, the watchdog process automatically restarts the application server.

Migration

To migrate from 6.0 or 6.0.1 to 6.0.2, all you need to do is install 6.0.2 over your current installation. To migrate from an earlier release of Avaya IC, see the Migration Guide. This guide is available on the 6.0.2 Documentation CD, and it is installed with the 6.0.2 Administration tools.

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

Language Support

Enhancements

Many components were significantly enhanced in Avaya IC 6.0.2. A total of 24 product enhancements requested by customers were closed in Avaya IC 6.0.2, 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:

  • Each field has associated tool tips.

  • Each field displays an example.

  • Website Context field has been removed from the GUI.

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

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

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

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

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

  • Changed JRun server default name to "default".

  • Display a message when problems occur.
NT Install
104613
The Configuration Tool is now able to be run on both the Server and Admin/Design installations. The type of installation determines the tabs that are available on the Confutation Tool:

  • Server only installations display the General, Web, and Initial Config tabs.

  • Admin only installations display the Dialer and Initial Config tabs.

  • Server and Admin only installations display the General, Web, Dialer, and Initial Config tabs.
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 searching the Web Response Unit for phrases and groups of words.

Defects Fixed in Avaya IC 6.0.2

The following problems reported in the Avaya IC 6.0 and Avaya IC 6.0.1 Readme files were resolved in Avaya IC 6.0.2:
 
Component
Key
Summary
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.
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.
Avaya Agent
91595
If you create an email-only agent account, the agent may not be able to log in to Avaya IC.
Avaya IC Servers
90590
Some servers will not accept size limits for log files that are larger than 47M. The servers silently set the limit back down to 2M.
Blender Client
62664
After hangup of an IvChat, the agent is placed into full Auxwork.
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.
Content Analyzer
Workflows
104816
By default, the Content Analyzer workflows use "en" (English) as the
input parameter regardless of the return value from the CA IdentifyLanguage
call in a prior block. This default results in the GetMatchedCategory call failure in a non-English system.
Definity G3
Telephony Server
72235
When agent events are not enabled on the Definity, RONA does not work properly. A change of agent state event is not sent so a TS.Disconnect is never sent.
Definity
(Legacy protocol)
91592
If a call is disconnected by a script in a vector step, the TSQS is not informed of the disconnect and queue statistics will be skewed.
Documentation
91782
91785
The Product Documentation Guide is not installed with Servers, Design & Administration Tools, or Agent Applications. The link to that guide in documentation index from Start menu gives a Page Not Found error.
Email
91570
ICEMail mishandles Email autoresponse after a smart acknowledgement.
Email
91641
If you see the following alarms when you approve email replies, the approved task was wrapped and completed by the approving agent before the email contact left the system:
    • Qworkflow - Fetch VDU Error
    • ICEmail - RetireEDU Failure
Email
91848
72288
Agents may experience time-outs when they request templates from the ICEmail server if your Avaya IC system includes a large number of email templates and attachments associated with the templates. There is no hard limit on the number of templates. The limit varies greatly according to the speed of system components, such as the machine, the database, and the network.
IC Email Management
Workflows
90615
The email.outbound flow that is provided with Avaya IC 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.
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
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 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.
IC Manager
91430
If you create an agent who is not authorized to use all media channels, IC Manager does not create a media channel record for the disabled channels. This may lead to confusion when you are searching the UAD, because you may not find records that you expect to be there.
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.
IC Manager
Outbound Contact
91339
Several items in a list on the Agents component of IC Manager contain "eContact" rather than IC Manager.
Installation
91761
IC Manager menu items for accessing Web Management administration pages do nothing when selected. Two required jar files are not installed on the Administration machine when you install only the Design & Administration Tools.
Installation
Agent Desktop
92533
VB6JP.DLL is missing from the Avaya IC 6.0.1 agent installer. This file must be present on those systems using a Japanese locale.
Installation Prerequisites
Web Management
Shared Browsing
91056
Collaboration does not work with AOL customer browser
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.
Outbound Contact Reports
91458
To run Outbound Contact Reports when using the Oracle database, you must manually create a DSN for the Oracle database.
Reporting - Nortel
73458
On Nortel switches, CT Connect creates a new reference ID when transferring the call from the IVR to a queue. This can skew the queue statistics.
Router Blocks
90616
The email.outbound flow that is provided with Avaya IC 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.
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.
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.
Telephony Server
91071
When running with call volumes above 10,000 calls/hour, it is recommended to enable the TS's thread pool.
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.
Unified Agent Directory
IC Manager
73474
Changing the LastName and FirstName fields for an agent in IC Manager does not change the DisplayName in the Unified Agent Directory.

Follow the instructions In IC Administration Volume 2: Agents, Customers, & Queues to enable the Display Name and make it update in the Unified Agent Directory:
Web Agent
71296
Avaya IC displays an alarm indicating that "approverqueue@DefaultTenant" may not have been created or that update_qw_cache flow may not have run.
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.
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.
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.
Web Management Website
91184
Updating the Fulcrum index may register a failure on some Operating System/Service Pack/Database Admin combinations.
Web Management Website - Client Pages
91531
When a user who has Internet Explorer first downloads the Web Management chat client, the user may get an error indicating that:
    • The Java Plugin is installed.
    • Web Management functionality, such as the chat customer "Send Page", may not function.
Web Management Website - Client Pages
91566
Runtime error occurs when submitting a customer Fax request from website
This error is due to a setting in Internet Explorer.
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.

Customer Reported Defects Fixed in Avaya IC 6.0.2

For Avaya IC 6.0, 100 of the critical defects and high defects reported by customers were closed, including the following:
 
Component
Key
Summary
Applications
92627
Alert popup of 5.5.1 appears at the center of the screen, obstructing agents to see it.
Applications
92660
A focus backfilled by a record in alert doesn't become current focus, needing time to find it.
Avaya Agent
104639
When customer attempts to change agent state while on outbound call, agent head in Avaya Agent changes but hardphone does not. Getting "Being monitored by another" in agent logs.
Blender Client
104483
The Blender.assign is timing out when failover occurs.
Blender Client
105206
Changes in the PhoneEngine control necessary to support the defect 104723
Blender Client
105157
6.0.1 Application Passes pkey value rather than classificationcode.name value for aux work codes. Issues TS.BusyWithReason with wrong data.
EMail
92467
QMCServer on Solaris stops accepting agent connections after few hours
EMail
104668
email keyword matching is failing on German text
EMail
108978
QMCServer should retry some configurable number of time in case of database errors
EMail
108979
QMCServer should prohibit creation of duplicate tracking numbers
Database Designer
50443
Cannot change a field from REQUIRED to NOT REQUIRED
Data Server
92341
The DB heartbeat never realizes that a failure has occurred and so never tries to re-connect to the database.
IC Manager
111674
ID's with only "Supervisor" or "Clerk" roles are able to delete an ID with "Administrator" role.
License Server
92417
Customer Issue: JRun stops - JRun Admin and JRun Default (WebLM) servers stop 2 hours after reboot
Prompter
104875
Customer Escalation: Running the flow (QprompterClient) with the multiselect answer type, the block does not always continues with the next block when user selects all options
Prompter
105214
IC 6.0.1 QPrompter with OCM - Prompter flow is not removed upon use of "No Contact" in SoftDialer/OCM
QAlert
45117
Enhancement to have QAlert, Data Server, QGateway, and WebQ services create new log files when existing log file grows to a certain size.
QueueStatistics Server
102542
Real Time monitor is reporting calls that do a converse step as answered and does not show abandoned calls
Report Server
71634
Report server needs to bounce itself after a configurable amount of failed login attempts.
Report Server
92728
Reportserver should retry record n number of times in case of record insert failure. n being configurable.
Report Server
101015
Report Server does not use the next pkey from qw_pkeys table when Oracle database is down for maintenance. Got parent key violation error
Report Server
111787
IC56 Data Server keeps repeated trying to insert a field larger than the column width into Oracle db, instead of skipping or truncating the field, resulting in non-stop error messages and alarms, and blocking further DB operation.
SoftDialer AgentClient
104723
IC 6.0.1:OCM SoftDialer - Entering extension at the IC Agent desktop does not carry successfully to Outbound Contact
SoftDialer Dialing Kernel
92419
WebLM SoftDialerAgents feature license Acquired By agent but not released when agent logged off/kicked out
SoftDialer SupervisorClient
92490
Add a way to delete telephone numbers associated to Import configurations and Jobs.
Softphone
104525
Failover causes every VDU.SetNameValue to fail from the main server and then go to the failover.
TS-Definity
59748
TSDefinity does not work with a vector's 'converse-on' step as it receives a disconnect message for the step. Need to have this fixed in TSDefinity and/or CVLAN.
TS-Definity
73483
chg in TS config "merge_call_wait_time" and "Wait_for_event" causes high occupancy in server resulting in
TS-Definity
91750
Server Crashes after 1-2 weeks. CPU and Memory on TS climb to extreme high usage over time.
TS-Definity
91804
the TS was resetting every 2 1/2 - 3 minutes
TS-Definity
92108
TS Crashes on Solaris every 7 to 10 days
TS-Definity
92431
Memory Allocation issues when Patch 56201 applied.
TS-Definity
92537
TSDefintiy patch 56201: voice.transfer container not being collected properly when agent uses hardphone to transfer call.
TS-Definity
92614
Errors when logging into an agent client and reason codes are turned on
TS-Definity
92732
ACDSite field is empty After applying patch 56177
TS-Definity
102565
The TS needs to pass an additional couple to the TSQS when Converse-on is used
TSV5
92782
Ensure that the cvlansrv supports converse on.
TSV5
104738
TS.DropVDU Method returns "unsupported procedure"
TSV5
104786
TSV5:TS.Drop.Event is not properly reporting dropped party
TSV5
105116
Outdialed calls without progress messages lock the dial directory or Avaya Agent, user must reset softphone to recover.
TSV5
105156
TSV5:CVLANSRV:other party is not reporting the connected party correctly (it is reporting the called party instead)
TSV5
105159
TS crashes with Dr Watson
TSV5
105208
eDu id was handled normally, and terminated properly. However, the eduid was re-used after 90 minutes later from the TS/PBX
TSV5
112181
The EDU ends up with no value for duration, which causes Report Server to raise an alarm, because duration is a required field.
TSV5
112332
When an agent assign to the TSV5 fails, the user license that was acquired is not released.
TSV5
112466
UUI not being passed into EDU from Definity TServer
TSV5 Solaris
56573
TSV5 for meridian: Call is transferred by IVR/agent to a queue, agent answers, the TS.IncomingCall.event should populate the 'queue' element accordingly. Right now it's blank.
TSV5 Solaris
59030
After TransferVDU followed by Call Forward, then Call Cancel, old refid same as current refid
TSV5 Solaris
59199
Prerelease 5.5.1.129 TSV5, on Solaris 7 with CTC Server V4 SP3d, is reusing old vduids for recycled refids from Meridian Link/switch.
TSV5 Solaris
59241
Prerelease 5.5.1.129 TSV5, on Solaris 7 with CTC Server V4 SP3d, freezes during busy periods/ high volume traffic.
VB Core
91793
Polling for Alerts when the user's database id does not have a matching employee table record causes system performance issues
VB Core
92227
UI: Need more options for color distribution in the application. Current themes cause eye strain w/some users.
WebACD Server
105013
(Solaris) WACD crashes when transferred task is completed by agent
WebACD Server
105014
WACD crashes when agent sends defer message before accepting the task
Web Agent
112078
Web agent throws error if outbound email address contains an equal sign
Web Agent
112288
When printing from the Web Agent, only one page prints, even though the email is longer than one page.
Web Management
105004
JRun 3.1 service will not stay up when user is logged off
WrapUp Dialog
104538
ICEmail ForceTerminate may happen before client finishes setting wrapup values

Known Problems and Workarounds

The Java Sun Plugin causes several problems with the Email Management and Web Management components of Avaya IC. For details, see defects 92220, 70751, and 70749.

This section describes the known issues and workarounds, when available, of Avaya IC 6.0.2, organized by component.

Localization

This section describes the known issues and workarounds, if any, related to the localization of Avaya IC 6.0.2.

Some menu items in Avaya IC 6.0.2 applications are not completely localized and display in English. For example, you may see English in some secondary built in forms and menu items, and on OK and Cancel buttons on some dialog boxes.

For information about other known issues and workarounds, see:

Client Applications

This section describes the known issues and workarounds, if any, related to the client applications in Avaya IC 6.0.2.

Note: Agent desktop applications in Avaya IC 6.0.2 include localized interfaces for the supported languages, but the Business Applications are not internationalized. (In other words, the out-of-the-box field labels have been translated, but no locale-specific field modifications have been done.) You can use Database Designer to customize the Business Applications to meet your locale-specific requirements.

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
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
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.

Workaround: Ensure that supervisors are aware of this limitation.
Avaya Agent
59792
An Avaya IC agent can log in to the same ADU more than once using the same login�ID. This generates additional ADU events to Operational Analyst, which Operational Analyst is not designed to support.
This also causes problems with the Blender state determination causing the agents to keep toggling between states on their desktop. In addition, the Avaya Agent displays error messages about the states of the media channels and the Blender.

Workaround: Do not allow multiple agents to share the same login ID
Avaya Agent
91590
By default, the Microsoft Windows XP and the Win2K Advanced Server operating systems enable read only access to normal users when they are installed by an administrative user. If Avaya IC is installed on these operating systems, these users must be logged on as administrators to have write permissions on the entire IC directory subtree.

If the user does not have appropriate permissions, Avaya IC displays an error message when the download of cdl fails. On localized systems, the message box may be blank.

Workaround: In IC Manager, reset the profiles for all users who are likely to use the system to give them write permissions if they do not already have write permissions.
Avaya Agent
92102
Outbound Contact does not display the Wrap up dialog box when the agent connects to a destination number that is busy.

Workaround: Outbound Contact logs the status of the call as busy and reschedules the number to be called at a later time.
Avaya Agent
61315
On some Windows XP systems, Avaya Agent may not refresh correctly under certain situations, such as displaying a right-click menu. Microsoft has acknowledged this to be a problem.

Workaround: Press F5 key to refresh Avaya Agent.
Avaya Agent
92422
Sometimes a contact entry remains in the Email task List after the contact is transferred from the desktop. This is an interface issue only and does not create any system problems.

Workaround: Exit the Avaya Agent desktop and log back in.
Avaya Agent
115987
In the event LAN connectivity to the Avaya IC server machine is severed, the machine crashes, or is powered down, client failover can take over 5 minutes.

Workaround: Client failover time can be decreased by distributing the Avaya IC servers over multiple machines. For example, install the Telephony Server and the EDU Server on one machine and install the ADU Server, the Blender Server, and the Workflow Server on a second machine.

In addition, client failover is not automatic. Agents must log out of Avaya IC and then log back in, all of which can take several minutes. Agents must also log off the hardphone before reconnecting to the Avaya IC core services.

Once the agent is logged back into Avaya IC, some features take a few minutes the first time they are used, for example the Dial Directory or the Wrapup Code dialog. Once connections are made are re-established to all servers, normal performance is restored.
Avaya Agent
Softphone
71572
Agents can click Cancel in the wrapup dialog box and bypassing the final step of the interaction.

Workaround: Agents should be discouraged from bypassing the dialog in order to prevent reporting inconsistencies.
Avaya Agent
Softphone
71453
Softphone login fails, displays Invalid State message when the switch and the hard phone are not synchronized.

Workaround: If hardphone and softphone are in different states upon attempting to log in, reset the hardphone.
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.
Avaya Agent
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.
Avaya Agent
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.
Avaya Agent
Outbound Contact
116263
If your installation uses the Oracle database, Outbound Contact may timeout when loading a calling list on a dialer under the following conditions:

  • The calling list file is a very large.

  • In the Outbound Contact Calling List window, you selected a field name in the Order by group box.

You can view the timeout messages in the import and dataserver logs.

Workaround:
Complete the following steps to increase the timeout value in Database Designer, then exit and restart Outbound Contact Supervisor and IC Manager.
To correct the timeout:

  1. From the Start menu, select Programs > Avaya Interaction 6.0.02 > Database Designer.

  2. Select File > Open > $(ICHOME)\design\SoftDialer\dialer.adl.

  3. In the Database Designer tree, click Components > Database Designer > Physical DB Conections > dialerDBConnectionSet.

  4. In the General group box, enter a larger number in the Timeout field.

  5. Select File > Save to save the file.

  6. Select File > Generate Windows Application.

  7. In the Generate Windows Application dialog box, click OK to regenerate the dialer application.

  8. In the Database Designer window, click File > Exit to close Database Designer.

  9. In IC Manager, click the Server tab to stop, then start DataServer.

    • Select DataServer/Oracle, right-click on DataServer, and select Stop.
    • Select and right-click DataServer, and select Start, if necessary.

  10. Close the Outbound Contact Supervisor and IC Manager applications.

    • In Supervisor, click File > Exit.
    • In IC Manager, click File > Exit and click yes in the Exit dialog box.

  11. From the Start menu, start IC Manager.

  12. From IC Manager toolbar, click Supervisor to start Outbound Contact Supervisor.
Avaya Agent
Outbound Contact
Web Scheduled Calls
73443
If a customer schedules a Web Scheduled Call to occur in less than the default EDU setting of 30 minutes (1800 seconds), the agent will not see the message on the EDU viewer.

Workaround: Change the value in the No User Interval field on the EDU tab in the EDU server dialog box from the default 1800 seconds to a shorter interval.
Avaya Agent
Softphone
101112
If the After Call button is pressed on the hardphone while the agent is in a call, the softphone and the hardphone may get out of sync. The softphone may override the after call operation after the call is completed.

Workaround: Use the softphone to go into the Aux Work state after the call is hung up.
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
62174
The customer name that appears in a letter generated via a fulfillment package does not match the customer to whom you are sending the fulfillment package.

Workaround: Ensure that the relation set associated with the letter template includes the fulfillment table. For example, you could use the r_fulfillment, r_contact, or r_request relation sets. You cannot, however, use the r_customer relation set because it does not contain the fulfillment table.

For details on setting the relation set in a template, see the Avaya Business Applications Tools Reference.
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
72503
Any error messages that are returned when you request a web page from an Avaya Business Application are displayed in a list of several 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
72151
When you have a group on a form with multiple browsers, you can select another browser to use as your search browser. You cannot save this alternate browser as your default. The Business Application uses the system default browser instead of the one saved to the .ini file by the user.

Workaround: If you wish to use an alternate browser, select the alternate browser when you enter the application again.
Business Applications
71982
In a form created by an IC Script, the back and forward buttons do not display the previous form. For example, if the agent is at the Fulfillment form and clicks the back button, the application displays the Order Entry form. If the Order Entry form was created by an IC Script, when the agent clicks the back (previous form) button the application does not return to the Fulfillment form.

Workaround: If you are working with an application that contains forms created by IC Scripts, use the buttons with the form names at the top of the screen to navigate from one form to another.
Business Applications
91358
92165
If an agent has the same record backfilled and in update mode in two focuses, data updated in that record by a second agent can be lost without the knowledge of either agent. For example, if an agent opens the same record in two focuses and clicks Change in both focuses, only one lock is created. That lock is deleted as soon as the agent clicks Clear or Update for the record in one of those focuses. Another agent can then open and update that record. If both agents decide to change and update that record, one of the updates will wipe out the data from the other update.

Workaround: Agents should not open the same record in update mode in more than one focus. Agents should have a record in update mode in only one focus.
Business Applications
104732
The agent cannot change the color scheme for their personal copy of any Avaya Business Application.

Workaround: The administrator can change an agent's color scheme by setting the QUI/General/Theme agent property, as described in IC Administration Volume 2: Agents, Customers, & Queues.
Business Applications
Letter Generation
115823
Letters sent to a print batch that specifies a non-network printer do not actually print.

Workaround: If a batch uses a printer as its destination, the printer must be a shared network printer. The specified printer name must appear in the form \ \printerserver\myprinter, and it must match the shared name of the printer exactly.
Business Applications
Report Writer
115684
The Report Writer cannot generate a report using Text format.

Workaround: Use HTML format when generating reports.
CallCenterQ
54792
The out-of-the-box masks used to automatically format telephone numbers in the Business Applications are designed for the number of digits in US phone numbers. They need to be customized to handle international phone numbers with more digits than US phone numbers.

Workaround: The mask template can be modified to accommodate international phone numbers in the Avaya Database Designer. See IC Database Designer Application Reference for instructions.
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.
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
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
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.
Email
91831
The contact count reflects both active and deferred tasks for email. The WebACD server does not count deferred tasks toward the agent activity count. Also current blending logic cannot tell the difference between deferred and active emails. Currently an agent with deferred email contacts is not eligible for outbound calls.

Workaround: Train agents who will work on Email and Outbound Contact not to defer email contacts.
EMail
Suggested Responses
92440
Setting up the Hummingbird Fulcrum full text index for IC Web Management Self-Service or IC Email Suggested Responses can fail if Avaya IC is installed in a directory that contains special characters (such as spaces) in its path.

Workaround:
On each machine that hosts a Web Management website (Public or Administrative) or the WACD server:

  1. Stop any of the following components running on the machine.

    • IC Web Management Website (JRun)
    • ICM Service
    • WACD Server
    • Attribute Server

  2. Open [installdir]\IC60\etc\wru_sql\ec56.fte

  3. Modify the following line in ec56.fte

INSERT INTO qw_wru_en (FT_FLIST, FT_SFNAME)

VALUES ('ftodbc!ftodbc/,@','C:\Program Files\Avaya\IC60/etc/wru_sql/ec56.did');

to

INSERT INTO qw_wru_en (FT_FLIST, FT_SFNAME)

VALUES ('ftodbc!ftodbc/,@','C:\Progra~1\Avaya\IC60/etc/wru_sql/ec56.did');

For example, remove all file or directory names with spaces and special characters from the path to ec56.did and replace with 8.3 filename path notation equivalents. To determine the correct 8.3 filename path notation, open a DOS prompt and change to the directory containing the file or directory with special characters and type:

dir /X

the directory listing will now contain the correct 8.3 filenames to use.

  1. Save ec56.fte.

  2. Rerun fulcrum_setup script.

  3. Restart stopped components.
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.
IndexQ
115856
When creating a external document collection, you may get the error message "Index Directory can't be same or inside Document Directory Path" if you selected the path using the Browse button.

Workaround: Type in the Docs Path and Index Path by hand instead of using the Browse buttons.
IndexQ
115553
You cannot index indirect BLOB data in ORACLE.

Workaround: Transform the field into a direct BLOB and then index it using IndexQ.
Letter Generation
57647
You may get a an error if you delete a template being used in a batch.
Letter Generation
91557
If Avaya IC 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.
Letter Generator
59252
The PDF generation functionality in Letter Generator depends on Apache FOP java libraries. The version of FOP library that we ship does not correctly render bar codes due to poor SVG support. This is a third party constraint.

Workaround: Be aware of this issue and train your agents and other Letter Generator users to understand the problem with bar code rendering.
Letter Generation
91601
The gsexe path format is incorrectly set as the following in the docgen.properties file: gsexepath=c:\gs\gs6.50/bin/gswin32c.exe. Letter Generator interprets this path setting as gsexepath=c:\gsgs6.50/bin/gswin32c.exe

Workaround: Open the docgen.properties file in a text editor, such as Notepad and replace the following:

  • gsexepath=c:\\gs\\gs6.50\\bin\\gswin32c.exe

  • gsincludedir=c:\\gs650\\fonts;c:\\gs650\\gs6.50\\lib
Letter Generation
58982
When choosing View Test Page in the Label Chooser dialog box, the browser opens a secondary dialog box that asks whether you want to Save the file to disk or Open the file. A similar issue applies to viewing a template.

Workaround: Open the file. If you are asked which application to use to open the file, select Acrobat. Your file opens correctly, and you can view the labels.
Letter Generation
58102
With Auto Refresh check box checked, the hour glass starts running and never disappears.

Workaround: Turn off Auto Refresh.
Letter Generation
59527
Printed templates appear to have shifted to the left, and numbers and letters are partly cut off at the margins.

Workaround: Set the left and right margins to 1 inch. Do not set margins to 0 (zero) or to less than the minimum recommended margins for the printer.
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
Configuration issues may result in the system's inability to print a report from the Report Scheduler.

Workaround: If you cannot print a Scheduled Report from the Report Scheduler, send the report to yourself email and print the report from the Email application.
Report Wizard
111966
If you are using the Report Wizard application interface to view contact data, the wrapup codes are not displayed when a "task performed" record is selected.

Workaround:

  1. Open the qrepository.adl in Database Designer.

  2. Expand the module tr_repository and select the relationset r_routingcontacts.

  3. Click Add and select the following 2 relationships:
    classificationcode_taskperformedcode
    taskperformed_taskperformedcode

  4. Save the ADL file.

  5. Generate the Report Wizard application.
Siebel VAR Integration
63648
Avaya IC 5.6, 6.0, 6.0.1 and 6.0.2 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 (with Nortel)
90558
The agent cannot 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
92050
The Unified Agent Directory allows the agent to Initiate a voice contact to a Virtual Queue, even though this is an illegal operation. If the agent does this, he receives an error message from IC Scripts. No harm is done.

Workaround: Tell agents not to select a Virtual Queue when initiating a voice contact.
Unified Agent Directory
92285
If an agent transfers a deferred email, the statistics for that email may not be completely accurate.

Workaround: For statistical purposes, inform agents that emails should be in the active state before they transfer them.
Unified Agent Directory
92291
In the following scenario, an agent is unable to answer a transferred call:
1. Agent 1 does a Consultative Transfer to Agent 2.
2. Agent 1 cancels the transfer.
3. Agent 2 gets a WrapUp dialog box but leaves it open.
4. Agent 1 tries to do a Consultative Transfer to Agent 2 a second time.
5. Agent 2 cannot answer the call because the Answer button never becomes enabled.

Workaround: Agents should close the WrapUp dialog box if they cancel a Consultative Transfer.
Unified Agent Directory
115700
Transferring a call to a queue using the UAD does not work if the queue name is longer than 32 characters.

Workaround: If you plan to transfer calls to a queue from the UAD, make sure that the queue name is less than or equal to 32 characters.
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
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
116169
Email templates do not work as expected. Once an agent uses a template that contains template macros (such as %trackingnumber%, %recipientname%, etc.), the template will contain the substituted variables on each subsequent use of the template. For example, if the
%recipientname% is resolved to be "John Doe" during the first usage of the template, then every subsequent use of the template will resolve as "John Doe."
Web Agent
73324
The Agent may encounter collaboration script errors on agent's machine under certain Window's configurations. These errors may occur when the browser is closed. Usually the error dialog box appears behind the Web Agent window and is not modal, so the human agent may not notice 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;
    }

  2. 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();


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
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
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.
Web Agent
71473
If email or chat login fails, the agent is not notified and continues to log in. But the channel icons in the Avaya Agent are not activated.

Workaround: The agent should contact his Administrator, who should check the agent's account for proper configuration and verify that all pertinent servers are up and running.
Web Agent
102628
If the WACD "Agent Timeout" is less than the timeout for the Web Agent preference "Wait for agent confirmation before accepting a contact," problems occur with the WACD. If the Agent Timeout expires while the "Wait for agent confirmation..." dialog is still waiting for an agent to accept, the WACD reassigns the task to another agent. This results in two or more agents appearing to have the same task assigned to them.

Workaround: To avoid this problem, make sure that the WACD "Agent Timeout" is always greater than the Web Agent's "Wait for agent confirmation before accepting a contact" preference.
Web Agent
104497
Un-deferring an email task (i. e., making it active) does not necessarily make an agent unavailable for new tasks.

Workaround: If an agent has deferred tasks and does not want to receive additional email tasks, he should make himself unavailable.
Web Agent
111694
115883
The Web Agent is not able to load large email text body because it is running out of JVM stack. By default, the JVM heap size is set to 64 MB. By default, the Web Agent requires a heap size larger than 64 MB to load a large email text.

Workaround:

To change the default heap size, do the following:

  1. On the admin machine, open the CDL file for the Avaya Agent located in the <install_dir>/design/QConsole directory.

  2. Go to the WACEngine/JavaVMParameter section and add the following value to the empty pair of quotes: -Xmx200m

    Note: Make sure that there are no spaces in the value.

  3. Use the Database Designer to upload the CDL file to the database.

  4. Restart the Avaya Agent.

  5. If the agent still has problems loading the large text, increase the heap size to a higher number, such as -Xmx512m.

    Note: On Windows XP, if the specified heap size is greater than 210 M, the JVM will fail to launch and therefore the Web Agent will not start. On Windows NT and Windows 2000, the larger values take effect.

Web Agent
Voice Chat
92297
One of the settings in Internet Explorer (IE) 6.0 prevents the opening of the pop-up windows on Avaya IC. As a result, the IV Chat diagnostics applet will not work.

Workaround: There are two suggested resolutions.

One:

  1. Select the tools/internet options from IE.

  2. In the general tab, click on Delete Files.

  3. Check the delete all offline content option.

  4. Click Ok.

Two:

  1. From control panel, select Add/Remove Programs.

  2. Select Internet Explorer 6.0

  3. Click Add/Remove.

  4. Select the repair option.

  5. Reboot the machine.

Note: This issue affects all websites that try to pop up a new browser window. None of the websites can pop up a separate browser window.
Web Management Website
70503
Customer's escalation option does not escalate into a chat session.

Workaround: Click on a customer's escalation option twice to get the customer escalated into chat session.
Web Management
Website
91594
If a Self-Service (WRU) article contains a "#" in the title, the article cannot be approved by an administrator.

Workaround: Do not use a "#" in the title of a Self-Service article.
Web Management Website - Client Pages
90610
A security dialog box pops again and again even if the customer clicks Yes.

Workaround: Check the Remember this Decision check box, then press Yes.
If a user presses No by mistake, you must manually remove that entry from the prefs.js file in his profile directory or delete the prefs.js file so Netscape recreates it.All previously stored preferences settings will be lost.
Web Management Website - ICM Applet
72238
When requesting a callback, if the customer enters their phone number with spaces, the number is truncated.

Workaround: Ask the customer to re-submit their phone number without the spaces.
WebQ
71398
Highlight of keywords in HTML document collections does not work even if ViewinFulview is set to TRUE.

Workaround: Make sure that users know they cannot highlight keywords in HTML document collections.
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.
WebQ
108932
When following a foreign field link, the target form may have incorrect data. This happens when the select.htm pages generated with Database Designer have $@pkey instead of $@[table].pkey.

Workaround: Change $@pkey to $@[table].pkey in all select.htm pages. Because Database Designer ignores any customizations to the generated WebQ files, this workaround must be reapplied each time you generate the WebQ application.
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.
WRU
91186
If you configure multiple machines to host the Administration website, then the fulcrum_updatendx.cmd and fulcrum_setup.cmd may fail to update or create the SearchServer indexes. This issue is caused by the admin process maintaining exclusive write permissions to the SearchServer index files.

Workaround: If have this configuration and need to update the SearchServer index:

  1. Stop the JRun process that hosts the Administration web sites.

  2. Run the appropriate cmd file.

  3. Restart JRun.

Administration Tools

This section describes the known issues and workarounds, if any, related to the administration tools in Avaya IC 6.0.2.

For information about other known issues and workarounds, see:


 
Component
Key
Summary
Content Analyzer Administration
91627
On the Examine/Create Set dialog for Content Analysis, the Sample Set criteria checkbox lets you restrict the search based on the sample set selected in the corresponding drop-down list. If you clear the Sample Set criteria checkbox, however, the search is *still* restricted to whatever sample set is selected in that drop-down list.

Workaround: Clear the Sample Set checkbox and make sure that "Select one" appears in the corresponding Sample Set drop-down list.
Content Analyzer Administration
92717
When you search for samples in Content Analyzer, it may not return the most-recently arrived emails. The reason for this is that emails are stored using GMT as their time zone, and searches are done using the current local time as the cut off. Therefore, the most recently-arrived emails may have a timestamp that is outside of the search parameters.
Content Analyzer Administration
111935
When you are searching for samples to add to Content Analyzer, some messages matching the search criteria might not be included in the results if more than 50 messages are returned at a time. (This problem does not exist when you are removing samples or examining and creating sample sets.)

Workaround:

  1. Open qrepository.adl in Database Designer.

  2. Select the browser ca_qem_messageBrowser.

  3. Expand and select the column browserPkey.

  4. Change the sort order to ASCENDING.

  5. Save the ADL file.

  6. Generate the repository application.
Content Analyzer Administration
116130
When a user searches for all messages received in the last X days/months/years on the Sample Management pane in the Add Samples tab, the most recent messages will not be displayed if the Content Analysis server is running in a time zone behind GMT. (This is not an issue is the server's local time zone is ahead of GMT.) The number of hours that the server is behind GMT determines how many hours of messages are incorrectly filted.

For example, if the Content Analysis server is running 5 hours behind GMT, then any messages received between 5 a.m. and 10 a.m. will not be displayed if the user requests to see all messages received in the last 2 days.

Workaround: The user can retrieve all messages by removing the time-based search criteria. Otherwise, he or she will need to rerun the search in a few hours to see the messages that were filtered out eariler.
Email Template Administration
92220
Template administration in Email Template Administration does not work when the Sun Java Plugin is enabled.

Workaround: Make sure that the Sun Java Plugin is not enabled. Email Template Administration requires the Microsoft JVM.
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
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
Avaya IC only enforces password aging for Avaya Agent users.

While password aging can be turned on for users accessing IC Manager and VTel, it will be ignored by Avaya IC and these users will not be required to change their passwords on a regular basis.
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: Do not 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, 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
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.

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
90423
When you delete a site on Avaya IC, services are not updated automatically because of their association with the deleted site.

Workaround: Before you delete a site on Avaya IC:

  • Assign these services to the new site: Event Collector, Softdialer, Telephony, TSQS,, IP Gateway, Website Context, Chat, and CIRS.

  • Check every server, agent, and queue to ensure they are not assigned to the site to be deleted.

IC Manager
91085
The DDE Direct tool has been removed from IC Manager in Avaya IC. It was designed for specific situations and can be unsafe in production systems.
IC Manager
72705
Multi-agent updates can take a long time to process.

Workaround: Limit multi-agent edits to less than 50 agents at a time.
IC Manager
73524
Sometimes the Refresh option in IC Manager is successful, although connectivity to the database has been lost.
The status of the Data Connector server in IC Manager does not reflect database connectivity. The Data Connector server should be emitting alarms in the case that the database can not be reached.
IC Manager
60586
IC Manager may not save changes made on Configuration tab to database if you just click OK. You must click Apply first.

Workaround: When you add a record to a DS Table in the Configuration tab, click Apply, then click OK.
IC Manager
70176
Codes Administration in IC Manager does not support Refresh.

Workaround: Administrator should close IC Manager and log back in to pick up the latest changes.
IC Manager
92173
The Auto Commit mechanism in IC Manager does not prompt you to save changes when you do an export or close a window.

Workaround: Be sure to commit before you perform an export or close the window.
IC Manager
115695
If you create (and save) a TSQueueStatistics server in IC Manager with and ACD Type other than Nortel, and then you later change it to Nortel with Model=Meridian and Protocol=MLP, the Switch Port parameter shows the correct value but that value is not actually saved to the database when you save the server.

Workaround: Select the SwitchPort field, re-enter the correct value (default=44245), and click OK.
IC Manager
115742
The IC Manager online help does not work on Windows XP.

Workaround: Use the PDF versions of the IC Administration Guide manuals. admin1.pdf corresponds to IC Administration Volume 1: Servers & Domains, admin2.pdf corresponds to IC Administration Volume 2: Agents, Customers, & Queues, and admin3.pdf corresponds to IC Administration Volume 3: FAQs, Document Collections, & Legacy Data.
IC Manager
115556
When you add an agent in IC Manager and update the WACD server, you still may not be able log into Avaya Agent using the new agent's login ID.

Workaround: Stop and then restart the WACD server.
IC Manager
115676
If you define system-level properties enabling channels for all agents, these property settings are not picked up by IC Manager when you create an agent.

Workaround: Enable an agent's channel on the Channels tab of the Agent Editor.
IC Manager
116340
When creating or modifying TS Groups and TS Sets, IC Manager lets you select a TSQS server instead of limiting the available server list to TS servers.

You should only select a TS server when working with TS Groups and or TS sets.
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 Avaya IC, 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
116416
Outbound Contact uses the name and telephone number from the import data file to determine whether a record is unique. In IC 6.0.2, Outbound Contact does not validate whether the name and telephone number exists or is valid for your installation.

Workaround: To ensure that a record is unque, make sure that every record in the import data file has a customer name and a valid telephone number for your installation.
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.
IC Manager
Web Management Services
116276
The Web Scheduled Call feature in the out-of-the-box IC website does not accept date formats other than YYYY/MM/DD or MM/DD/YYYY where MM=month, DD=day, and YYYY=year. If a different format is used, such as DD/MM/YYYY, Outbound Contact will interpret the date according to the acceptable format, resulting in mischeduling.

There is no workaround. Use only the accepted formats. This applies to all languages.
Outbound Contact Monitor
91513
In Avaya IC, 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 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
72752
In Avaya IC, 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
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
Web Management
Administration Pages
(WebACD Server)
91240
If you cancel a chat task from the Admin pages, the chat customer will remain "on-hold" indefinitely. The customer will not receive a notice that their chat was cancelled and will continue to receive messages to hold for the next agent.

Workaround: Do not cancel chat tasks from the Admin pages unless absolutely necessary. Use this feature very carefully.
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 its 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
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
92619
The Administration and Customer websites are split between two machines. When an Administrator clicks a DataWake ripple to view the page, the customer website login page is displayed because it is a different JRun Server.

Avaya IC cannot share login sessions across servers.
Workflows
72930
String literals in workflows have to use UTF-8 encoding - Basic is initialized to
use UTF-8 under all language locales, including English, for Internationalization 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 and Databases

This section describes the known issues and workarounds, if any, related to the design tools and databases in Avaya IC 6.0.2.

For information about other known issues and workarounds, see:


 
Component
Key
Summary
Avaya Agent Script Debugger
61271
If a script comes in, while you are debugging an IC Script in the debugger in Avaya Agent, 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 .
CI Repository database
91635
91636
Routingevent records that reflect the IVR/VOX will not have an agent_key associated with them. The intent is that in the future there will be a "non-human" agent record that will represent separate automated processes. This functionality is not available at this time.

As a result, when an IVR/VOX was involved in a leg of the call, there is no agent associated with that leg.

Workaround:

  1. Define a separate employee record for the IVR in IC Manager. Use the VOX UUID from the VOX server to identify the agent record. Set the autohumanflag field to human.

  2. Add a workflow that runs at the appropriate stage in the routing process. The workflow needs to insert the voice.*.agent_key into the EDU for each leg that you want represented by the VOX/IVR. The value of voice.*.agent_key must be the value of the pkey of the record that you created.

Note: If you do not populate with a valid key, the update will fail.

If you need to further distinguish between IVRs, add a field to the routingevent and a new mapping rule to populate it with a distinguishing field in the EDU.
CI Repository
104558
The intent of the system is that for each "set" of wrapup codes there would be a single task performed record. This would allow for knowing how many sets of wrapup codes were selected by an agent as the wrapped a contact. The current implementation in the EDU does not allow for the differentiation of these separate wrap-ups on the same contact by the same agent. This structure will change in the next release to provide this level of detail.

In the OTB mapping rules a taskperformed record will be created for every code selected in the wrapup dialog. One for the category, one for the reason, and one for the outcome. This is not the desired implementation in the database.

By changing some of the create rules through the report wizard application it is possible to have a single taskperformed record for all the wrapup codes selected by an agent on a given contact. This will not make it easy to differentiate which codes were in which set, but if the agent is only picking one set of codes, then it would not be any different than what we intend to implement in the next release of the product.

Workaround: Change the following records in the create rules table:

pkey tablename creationrule
14 taskperformed voice.*.wrapup.*
15 taskperformed email.*.wrapup.*
16 taskperformed chat.*.wrapup.*
17 taskperformed segment.*.wrapup.*

Remove the ".*" at the end so they read as:

pkey tablename creationrule
14 taskperformed voice.*.wrapup
15 taskperformed email.*.wrapup
16 taskperformed chat.*.wrapup
17 taskperformed segment.*.wrapup

The structure in the EDU is {container} .* .wrapup.*.code_key, where container is the container name (voice, email, chat, or segment) and the * is the container depth.
CI Repository
104911
Some Operational Analyst reports take an extremely long time to run.

Workaround: Add some indexes to specific tables in the Repository database using the Avaya Database Designer. To do so:

  1. Open qrepository.adl in Database Designer.

  2. Click on the mediainteraction table and click New Key. Add an index called contact_idx using the field contact_key.

  3. Click on the mediasegment table and click New Key. Add an index called mediainteraction_idx using the field media_key.

  4. Click on the agentsegment table and click New Key. Add an index called routingevent_idx using the field segment_key.

For more information please refer to the IC Database Designer Application Reference.
Content Analyzer
Workflows
73487
Configuring the Analyze flow SmartACK block to use an email template that includes a space in its name causes the Workflow server to fail when attempting to compile the flow.

Workaround: Do not include a space in email template names.
Database Designer
62160
The "byte" data type is no longer supported in Avaya IC, although the selection appears in the interface. Byte data types will be migrated to String(1) in a future release.
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: Install and configure only one version of the Database Designer on a 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.
Prompter
Workflows
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
Workflows
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 Workflows
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.
Prompter
Workflows
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.
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
Workflow Designer
112105
The required value for a question in a prompter block is not set when Required is chosen from the Object Prompter input on the Question Parameters dialog box.

Workaround: Change the required field in the Edit Source page from 0 to 1.
Workflows/System
115636
System virtual queue transfer flow does not consider queue at remote sites.

Workaround: The following workaround removes the filter that restricts queue selection to queues that are within the transferring agent's site.

  1. In Workflow Designer, open the sys_transfer.transfertovq.qfd flow.

  2. From the Basic tab of the block Properties sheet, open the script for the XferToQueue block.

  3. Find the following code on line 216:

If Len(sQueueSiteKey) > 0 Then

If sQueueSiteKey = sAgentSiteKey Then

ssDestinationQueueKeys.add sQueue_Key

End If

End If

  1. Modify this code to read as follows

If Len(sQueueSiteKey) > 0 Then

ssDestinationQueueKeys.add sQueue_Key

End If

  1. Save the change, compile the workflow, and re-load in the appropriate Workflow server.

To test, create a virtual queue that has only remote site queues and attempt to transfer to this virtual queue. The transfer should now work.
Voice Chat
Workflows
72390
You cannot partition different gateways and different VMMs for a specific
site. For example, if you have Site1 and Site2, VMM1 and VMM2, and Gateway1 and Gateway2, you cannot dedicate VMM1 and Gateway1 to Site1, or VMM2 and Gateway2 to Site2. Site1 and Site2 will use both VMMs and gateways.

Workaround: Configure your Avaya IC system to ensure that only one site per installation uses Voice Chat.

Servers

This section describes the known issues and workarounds, if any, related to the servers in Avaya IC 6.0.2.

For information about other known issues and workarounds, see:


 
Component
Key
Summary
Alarm Server
72296
Error code -1 (VESP_ERROR) may show up as a large positive value in some logs.
Data Server
91558
The Data server returns an IC Data Source error in a multi-domain environment on multiple machines.

Workaround: If you are running two Oracle Data servers on two separate machines, install the Oracle client in the same drive and directory on each machine.
Data Server
91188
If there is a problem connecting to the database after the IC Repository database has been created and seeded, IC Manager login fails and displays the message "Unable to login".

Workaround: Check the Alarm Server log file or the DataServer log file for the database error and correct the database error (for example, if a listener is not up, bring it up) in the log files. If the database error indicates that the database is in the process of starting, wait until it has completely started, then login into IC Manager.
DCO
92655
The workflow server uses network pools which previously had a fixed size at 50, which creates problems.

Workaround: The Workflow Server has a new configuration parameter named networkpoolsize which sets the maximum pool size of the DCO networks. Set this parameter to the number of simultaneously running, database accessing flows (accessing the same network or IC Designer focus), in the Workflow server. The default value is 50. Since network creation is an expensive operation, it is recommended this value be set to the maximum number of simultaneous flows running. Setting the parameter high won't create system issues these networks are created only as needed.

When the Workflow server needs a network with a pool size that exceeds the set network pool size, it creates one and then flags a warning message in the log:

WARNING - Network Pool Size NNN has exceeded the maximum MMM - OOO number of times. Please refer the manual on when to increase networkpoolsize for Workflow Server

  • NNN - is the current pool size

  • MMM - is the value of 'networkpoolsize' or 50 if default

  • OOO - the number of times the need for an extra network has resulted in network creation over the pool size or the number of times you see this message.

If you see this message often, set the networkpoolsize parameter to the maximum NNN that you see in the log file.

Note: Workflows would still run if you keep ignoring this message, but since network creation is expensive there will be a delay which can be avoided.
Directory Server
59116 62301
If you update the ds.ffd file on Avaya IC, you must verify that all of the ds.ffd files on the parent and the child Directory Servers are identical. If they are not identical, the Directory Servers will become out-of-sync with each other.

Workaround: If a child Directory becomes out-of-sync with the parent Directory, restart the child Directory Server.
Email
62027
Email server writes time as GMT, while other servers use local time.
ICM Server
92087
ICM broadcast messages sent to agents are only taken from the DEFAULT tenant. While you can customize ICM broadcast messages to agents, the messages are only pulled from the DEFAULT tenant. Therefore, if you customize messages for another tenant, they will not be displayed.

Workaround: Use only the DEFAULT tenant messages.
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 6.0.2.
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.
ORB Server
116337
Sometimes a server that has been set to auto-start does not do so. This problem occurs when a majority of the servers have been set to auto-start.

Workaround: Make sure that only the most important servers are set to auto-start, and start the rest manually from IC Manager.
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.
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.
VOX Server
115750
The VOX server does not start when you specify the name of the VRU.

Workaround: When configuring the VOX server, use an IP address for the VRU System Name rather than the actual name of the VRU.
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, 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, workflow values overwrite those set in IC Manager.
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
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.
WebACD server
91390
If an agent logs out of Avaya Agent with a Deferred email in the task list, when the agent logs back into Avaya Agent, they will no longer receive EDU Change events for those Deferred emails. 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. Customers who modify their implementation and rely on getting EDU change events for these emails will not get these.

Workaround: If an implementation has changed to look for these change events, add the agent and container back in if they are missing.
WebACD Server
55638
Changing the email task load (end-points) requires agent to log out before the change takes effect.

Workaround: After you change email task load, require agent to log out of Avaya Agent, then log back in.
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).

Telephony

This section describes the known issues and workarounds, if any, related to the telephony switches in Avaya IC 6.0.2.

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 pbxType parameter for Aspect to Avaya.
Aspect CallCenter
72981
In a telephony environment with an Aspect CallCenter 8 switch, the agent can receive fax calls. The switch does not classify the call as a fax, therefore it is delivered to the agent. This is a third party constraint from the Aspect switch.
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 10 with MultiVantage
91476
If the Telephony server is restarted, the Telephony server may get an assign request from the Workflow server before the link is up, and the first calls may not be routed correctly. The result is that the expected agents do not receive the calls.

Workaround: Restart the Workflow server after you restart the Telephony server.
Definity
(Telephony Server)
91518
If an agent in a conference call, transfers the call to a second agent who is on the same conference call, the switch terminates the second agent's participation in the conference call when the transfer is completed.
Definity
(Telephony Server)
61041
When handling multiple calls on both the hardphone and the softphone, the two phones can become out of synch. An agent puts a call on hold and places an outbound call from the hardphone. The agent is now "in call" with the new party. When the agent ends the second call by hangup, the softphone shows the original call to be "in call" while the hardphone shows it to be "on hold". The softphone cannot handle the call.

Workaround: If a call is made with the hardphone while another call is on hold, the agent must complete the call with the hardphone.
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.
Meridian Max
58111
The hourly statistical values are not available on this switch, namely:
    • OfferedThisHour
    • AbandonedThisHour
    • HandledThisHour
    • OfferedLastHour
    • AbandonedLastHour
    • HandledLastHour
Nortel
91230
On consultation calls (TS.TransferInitVDU) across PBXes, where the initiating party is on a Nortel PBX, the disconnection of the consulted party causes the PBX to issue a TpDisconnect with BOTH call ids.
The TS can not distinguish between a transfer and a consultation, and informs the client application that both calls are gone, for example that a transfer to the consulted party occurred. The primary call, however, remains on hold at the hard phone. This is a problem imposed by the Nortel link.

Workaround: Manually retrieve and terminate the call.
Nortel
90558
On Nortel switches, an agent cannot reconnect to caller on the Softphone if a consultative transfer fails.

Workaround: Complete the call using the hardphone and reset the softphone when the call is over.
Nortel
71810
Makecall, Conference, and Transfer can be initiated from hard phone, but TS is not informed by PBX about call progress. Softphone is not synchronized with hard phone.

Workaround: Do not use a mixture of hard phone and Softphone with Nortel switches. If you start a conference on the hard phone, you have to finish it on the hard phone.
Nortel
70965
In telephony environment with a Nortel switch, when an agent sends a call to a queue for a consultative conference and no other agents are available to participate in the conference, the original agent cannot cancel the call. This functionality is not supported on Nortel switches.
Nortel
72445
In telephony environment with a Nortel switch, when the customer hangs up in the middle of a consultative transfer, the consultative transfer does not cancel. The Nortel Meridian switch does not send a disconnect event to the consulting party when the consulted party hangs up. As a result, the softphone will be out of synch with the hardphone.

Workaround: Reset the hardphone to be in synch with the softphone.
Nortel
105069
In a scenario where a call is received by an agent on IC 6.0 and that agent either transfers the call to, or conferences the call with, a second agent, the EDU container voice..origin for the second agent does not know the identity of the first agent. The TS.Connect event contains the connection data.

This issue is very rare and exists only in environments that are running Nortel Meridian or Nortel Symposium switches. It only occurs on direct calls (station to station). This does not happen for either queue calls or external calls.
Nortel
112447
The contents a party list on a Nortel (Meridian or Symposium) TS is not the same as the contents of a party list on an Avaya Definity TS. The Telephony Server sets a new callplan parameter that defines how many characters define an extension or agent in the party list that defaults to 6. If you require this value to be greater than 6, configure the new value on IC Manager.

Workaround: Reconfigure the callplan parameter on IC Manager:

  1. Start IC Manager.

  2. Click the Server tab.

  3. Select the Nortel TS from the list of servers on the Server Manager.

  4. Click the Configuration tab.

  5. Click the New button to open the CTI Type Editor dialog.

  6. Enter callplan in the Name field.

  7. Enter the desired number of characters in the Value field.

  8. Click OK to save the parameter and close the CTI Type Editor dialog.

  9. Click OK to close the Configuration dialog.
Nortel
104492
IC systems that include a Nortel (Meridian or Symposium) switch require the installation of CT Connect. CT Connect SP3 is clearing application information from queued resulting in inaccurate reporting data.

Workaround: Install the following software on your server machine, based on your system operating system:

  • CT Connect SP3N in a Windows environment.

  • CT Connect SP3E in a Solaris environment.

  • IBM DCE 3.1 Patch 6 is also required in a Solaris environment.

Refer to the IC Installation Prerequisites Guide for details on configuring CT Connect for Avaya IC.
Nortel
115741
The Nortel Telephony Server attempts to get the dropping party of a conference through its party list for the TS.Drop.Event. If it cannot report a party from its party list, it assigns a value of "unknown" in the dest field of the TS.Drop.Event.
Nortel
115596
This issue only occurs in environments running Nortel Symposium 4.0, with CT Connect 5.0, SP3. When a call is transferred to a queue and there are no agents available to handle it, the call transfer fails. IC 6.0.2 returns the message: "ctc bad object state." The Dialogic method ctcReconnectHeld does not complete the transfer.

Workaround: Dialogic is working on this and will issue a patch as soon as it is available. The Telephony Server is temporarily implementing the functionality of ctcReconnectHeld with the methods ctcHangupCall and ctcRetrieveHeld. This completes the transfer, but slower than the Dialogic method.

THIS PARAMETER SHOULD BE DEACTIVATED AS SOON AS THE DIALOGIC PATCH IS AVAILABLE.

Configure the TS with the reconnectheld_method parameter to use these methods until the Dialogic patch is available.

Configure the reconnectheld_method parameter on IC Manager:

  1. Start IC Manager.

  2. Click the Server tab.

  3. Select the Nortel TS from the list of servers on the Server Manager.

  4. Click the Configuration tab.

  5. Click the New button to open the CTI Type Editor dialog.

  6. Enter reconnectheld_method in the Name field.

  7. Enter simulated in the Value field.

  8. Click OK to save the parameter and close the CTI Type Editor dialog.

  9. Click OK to close the Configuration dialog.
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
72032
When you update the Telephony server, the Telephony server assumes that one of its tasks is to know about new and deleted agents. The Telephony server therefore reloads all agents. The Telephony server is updated in the following ways:

  • Automatic - A TS.GenericUpdate is done when you create or delete an agent.

  • Manual - Select the TS in IC Manager and click Update.

Workaround: To control the automatic TS.GenericUpdate, in the Group Properties of IC Manager, set EnableVoiceServerNotification in the Admin/Server section to "No" to disable. You cannot disable manual updates.
Telephony Server
91434
When you use AutoIn, agents cannot cancel a preset. If an agent presets to Busy, then the agent presets to Available, the agent will be put in Busy mode after the call.
AutoIn functionality does not work in all cases. The agent will be placed in "busy" mode when the call is over. Even if an agent had originally preset to "ready" mode, the switch does not allow the agent to preset to their current state.
With agent events enabled, the TS will send a TS.auxwork.event to the client when the call is over and the client will know that the agent is in "busy" mode. The agent can place themselves in "ready" mode when the call is over and they will continue receiving calls.
When the agent has preset their state to "busy" the switch will not let them preset their state back to "ready". The TS should be sending a failure response to the client for the TS.ReadyAuto request that is sent while in call.

Workaround: Agents can manually set themselves to Available, if necessary.
Telephony Server
90566
TS is not sending incoming call when call is transferred back to agent that initiated the transfer.
Telephony Server
71559
While making Outbound Predictive calls, the system slows down to the point where it falls behind the load of calls to the point and it cannot catch up. This happens because there not enough threads were pre allocated pool to handle the call load.

Workaround: If you are doing Outbound Predictive calling, set the TS thread pool parameter to a value that will accommodate the call load. It is recommended that you set the thread pool parameter to 1% of your anticipated call load.

To set the thread pool parameter:

  1. Start IC Manager if it is not already running.

  2. Select the Server tab to display the Server Manager.

  3. Double click on the TS from the list of system servers.

  4. Select the Configuration tab.

  5. Click the New button to display the CTI Type Editor dialog box.

  6. In the Name field, enter thread_pool_size.

  7. In the Value field, enter 1% of your anticipated call load. For example, enter 100 if your call load is 10,000.

  8. Click OK to save the thread pool parameter.

  9. Click OK to return to the Server Manager.
Telephony Server
92125
59426
Avaya IC and its supported switches do not support "blind" conference calls where an agent tries to conference a call with a second agent without first connecting to the second agent. The first agent will not be able to disconnect the caller from the conference call if for some reason the conference call cannot be completed. For example, the second agent is busy or unavailable.

Workaround: The first agent must call the second agent and the second agent must answer the call before the first agent initiates the conference call. This ensures all parties are available for the conference call.
Telephony Server
92204
The Telephony Server (TS) can only write sub-containers for a conference if the switch prompts it via an opConference event. The controlling party on a conference is informed by the switch by a tpConference event. In the specific case of a conference in a Multi Site Heterogeneous Switch (MSHS) environment, the conferenced party will not be notified of the conference. Their TS does not know a conference is in progress on the other TS.
Telephony Server
92760
When a call is transferred from one agent to a second agent who is using a different PBX than the first agent, the ACD Site field in CI Repository is not populated. This occurs because the ACD Name parameter is not configured for the Telephony Server. Once this parameter is configured, the Telephony Server writes the ACD Name to the Report Server which in turn populates the ACD Site field in the routingevent table with the ACD Name information.

Workaround: Add the following rule to the routingevent table.

  1. Start the Report Wizard if it is not already running.

  2. Select the Mapping Administration focus and go to the Configuration tab.

  3. Go to the Creation Rules group and search with constraint "rountingevent" in the Create Record in Table.

  4. Click on the rule for voice to backfill "voice.*.leg_id" in the For Each VDU Entry Matching Field of the Creation Rules Group and the "Created By Rule" field of the Field Expressions group.

  5. Click the New button of the Field Expressions group.

  6. In the "Populate Field" field, enter acdsite.

  7. In the "With VDU Value" field, enter voice.*.acdname.

  8. Click the Update button.

  9. Create and configure the ACD Name parameter for each agent's PBX in IC Manager to ensure the ACD Site field gets populated.

To create the ACD Name parameter:

  1. Start IC Manager if it is not already running.

  2. Select the Configuration tab at the Main window.

  3. Click the ADD button to display the ACD Name field.

  4. Enter the name to assign to the PBX in the ACD Name field.

  5. Click OK to display a list of the ACD Names assigned to the system.

  6. Click APPLY to save the new ACD Name to the system.

To configure the ACD Name parameter on IC Manager:

  1. Select the Server tab to display the Server Manager.

  2. Double click on the TS from the list of Avaya IC servers.

  3. Select the TS tab.

  4. Click the ACD Name drop down list.

  5. Select the ACD Name created above for the PBX.

  6. Click OK to save the ACD Name parameter.

  7. Click OK to return to the Server Manager.
Telephony Server
111666
After restarting the ORB Server, IC Manager cannot perform a stop server, start server, or server status procedure on the Nortel Meridian Telephony Server without having to stop and restart both the DCE and CT Connect Servers. This issue is found only in a Solaris environment.

If this behavior occurs, you do not have the required patches installed for running CT Connect on Avaya IC in a Solaris environment. For information on these patches, refer to the IC Installation Prerequisites Guide.
Telephony Server
116166
The Telephony Server does not restart when it is missing heartbeats. It does not detect missing heartbeats when they originate from the switch. It system heartbeats come from the switch, a Telephony Server configured to Abort On Link Down, does not terminate itself.

Workaround: Configure the MAPD to have the heartbeats initiated from the Telephony Server instead of the switch.
Telephony Server
115546
When you perform a blind transfer on the Definity hardphone, 2 EDUs are created. This causes problems with reporting.
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 6.0.2.

Note: The Agent Control API Reference included on the 6.0.2 Documentation CD should be used by Avaya Professional Services and Certified Avaya IC Business Partners only.

Changes to Avaya IC that occurred after the documentation went to press for Avaya IC 6.0 are not reflected in the documentation. The changes to the applications include, but are not limited to, those listed in the following table.

For information about other known issues and workarounds, see:


 
Component
Key
Summary
Documentation
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.
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
    • IC Administration Volume 2: Agents, Customers, & Queues, pages 92, 94

  2. Outbound Contact

    • IC Administration Volume 2: Agents, Customers, & Queues, 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
Avaya Agent User's Guide
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
Avaya Agent User's Guide
91779
The Avaya Agent User's Guide contains some inaccuracies and should be corrected as follows:

  • Page 188: The text "This is an inbound call that is not related to the job or jobs you joined." should read "This is an inbound call that is not related to any of the jobs you have joined."

  • Page 188, bullet list: Add the following items to the list beginning "A stray call can occur under the following conditions:

    • If you have a multiple appearance phone (one that can handle multiple calls at the same time), then a stray call can occur any time you are on Outbound Contact.
    • If you do not have a multiple appearance phone, a stray call cannot occur if you are currently talking to a customer or connected to an answering machine or some other device. But a stray call can occur any other time you are on Outbound Contact.

  • Page 189:

    • "To handle a stray call when you are handling an outbound call:" Add: "whether or not Auto Answer is used."
    • Following the text above, delete "and put the customer on hold." from Step 1.
    • In Step 4, replace the text with: "Click Close to end the outbound call". (Outbound added.)
    • In Step 5, replace the text with: "In the WrapUp dialog box, select the outcome of the outbound call and click OK." (Outbound added.)

  • Page 190:

    • In Step 7, replace the text with: "Using the Answer button, answer the stray call."
    • In Step 8, replace the text with: "Click Hangup to end this call." (Corrected name of button to use.)
    • In Step 9, replace the text with: "In the WrapUp dialog box, select an appropriate outcome and click OK." (There are no predefined outcomes - the site must create these.)
    • There are two identical bold lines on the page that begin "To handle a stray call when". The second should end "...and you are not using Auto Answer:" (not is added).
Documentation
Avaya Agent User's Guide
92147
The section on chat transfers in the Avaya Agent User's Guide states that agents can do Blind Transfers of a chat session. This is not accurate. All transfers of chat sessions are Consultative Transfers where the first agent stays in the chat session with the customer and the receiving agents until the first agent wraps and closes the chat contact. If there is only one receiving agent, that agent becomes the owner of the chat session and therefore must also wrap and close the contact.

Conferences can be created by transferring to multiple agents, as follows.

  • AgentA transfers to AgentB. (Both agents are in session with the customer. AgentB now owns the contact.)

  • AgentB transfers to AgentC. (All three agents are in chat session with the customer. AgentC now owns the contact.)
Documentation
Avaya Agent User's Guide
92289
The URL for a JoinUs Conference is not given in documentation. The default URL is website\public\joinus.jsp.

Workaround: Administrators should inform their agents of the URL for a JoinUs Conference. Agents need to pass this information on to the people who will join such a conference.

If you change the default URL, you do not need to configure the change but must remember to inform agents of the updated URL.
Documentation
Avaya Agent User's Guide
92279
There is an error in the Note below the graphic on page 44.

Workaround: The Note should read:
If you are logged in to a channel, the menu option for that channel says "Logout." if you are logged out of the channel, the menu option says "Login."
Documentation
Avaya Agent User's Guide
92329
The procedure for opening email attachments is not documented in the Avaya Agent User's Guide. Email attachments may include faxes created in certain applications as either a picture (*.tif, *.gif, etc.) or an editable file (.*doc, *.rtf, etc.).

Workaround:
Inform your agents of the following procedure for opening email attachments:

  1. When you view an email that has one or more attachments, you see a paper clip button in the Email Preview toolbar. Click this button to see a list of all attachments.

  2. Select the attachment you want to open. If your Windows operating system has an application associated with this type of file, the attachment opens in that application. If the attachment does not open, see your administrator.

You may also want to tell agents that they can view attachments to previous emails sent by a selected customer by opening the emails in the Contact History Browser or the Web Agent's Email History dialog box.
Documentation
Avaya Agent User's Guide
92102
The Outbound Contact section of the Avaya Agent User's Guide omitted the following information:

Wrap up dialog is not presented to the Agent when the destination number is
busy. This is expected behavior for the Softdialer which will log the status of the call as busy and reschedule the number to be called at a later time.
Documentation
Avaya Agent User's Guide
104590
The Avaya Agent User's Guide indicates on page 100 that both Administrators and Supervisors have permission to create "Global Resources."

This is incorrect. Only Supervisors can create Global Resources, Administrators cannot.
Documentation
Avaya Workflow Designer Guide
71616
The Avaya Workflow Designer Guide does not include information on how to create an on hold treatment for chat contacts that automatically localizes the message.
Web Management automatically sends a system message to customers while they wait to talk to an agent. This system message is the on hold treatment. You can configure the on hold treatment to automatically substitute the message with a phrase in the language that the customer selects.
For example, you can send an on hold treatment to customers that reads:

  • English - Welcome to MyStore!

  • Spanish - �Recepci�n a MyStore!

  • French - Bienvenue � MyStore!

Avaya IC can automatically substitute a phrase in the correct language if:

  • The On Hold Treatment in the Qualify Chat workflow contains template variables of the form $mytemplatevariable$.

  • For every $mytemplatevariable$ in the Qualify Chat workflow, you must add a corresponding chat.phrases.mytemplatevariable in the Web Management MultiTenant configuration metadata. The ICM server substitutes the template variables for the metadata properties.

  • You enter the translations for the metadata phrase in the Web Management MultiTenant configuration Web pages.

Caution: If you incorrectly add new metadata, you can cause problems with your Web Management system. Contact CRM Technical Support or Avaya Professional Services for assistance.
To create an on hold treatment that Web Management automatically localizes for the customer:

Adding the Metadata Properties

  1. In IC Manager, select Services > MultiTenancy Administartion.

  2. In your Web browser, change the URL from
    http://[fully qualified servername]/website/admin/index.jsp

    to

    http://[fully qualified servername]/website/admin/addmd.jsp

  3. On the Add Metadata page, enter the following properties for the new metadata:

    • Metadata name - Full name of the chat phrase, such as chat.phrases.mytemplatevariable
    • Default value - Phrase in English for the on hold treatment, such as which Welcome to MyStore!
    • Description - Custom description of the metadata property
    • Tenant Property
    • Language Property - Select the Language Property button

  4. Repeat step 3 to customize the metadata value for all desired languages.

Updating the Tenant Properties

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

  2. Click Tenant Properties in the Navigation bar.

  3. Select the tenant to customize.

  4. Select the language from the Language drop-down list. For example, to updat the tenant properties for Spanish, select Spanish (es)

  5. Select chat from the list of property categories.

  6. Find the chat phrase metadata that you created in Adding the Metadata Properties. For example, find chat.phrases.mytemplatevariable

  7. Clear the Inheritance checkbox.

  8. Enter the value for the selected language in the field next to the metadata. For example, for Spanish enter �Recepci�n a MyStore!

  9. Click Update.

  10. Repeat these steps for each desired language. If you want to use a different phrase for each tenant, repeat these steps for each supported tenant.

Customizing the Chat Qualify workflow

  1. In Workflow Designer, select Project > Open to open the wacd project.
    By default this project is in: <install_dir >\IC60\design\IC\Flows\Avaya\wacd\wacd.prj

  2. Double-click the Qualify Chat workflow (qualifychat) in the Project bar.

  3. Click the Set Route Step 1 block.

  4. In the Property Sheet, click the Basic tab.

  5. Click the field next to the Say parameter.

  6. Replace the default with the name of the template variable.
    For example, if you entered chat.phrases.mytemplatevariable in the metadata, change the default to read $mytemplatevariable$.
    Note: Workflow Designer interprets values that use a dollar sign for the first character as a Workflow variable. If you plan to only use the name of the template variable in the Say parameter, use a single character, such as a space, for the first character.

  7. Click the Set Route Step 2 block and repeat steps 4 through 6.

  8. Select File > Save and save the workflow.

  9. Select Build > Build Flow Set to build the workflow.

Loading the workflow into the Workflow server

  1. In IC Manager, double-click the Workflow server that runs your Qualify Chat workflow.

  2. Click the Workflow tab.

  3. Click Reload Flows.

  4. Check Force Immediate Reload.

  5. Click OK.
Documentation
IC Administration Volume 1: Servers & Domains
91135
Documentation does not include additional debugging options that are available on all servers. For all servers, the Trace Levels group of the Debug tab includes the following checkboxes:

  • Timing - Denotes Request timer in milliseconds

  • Explain - Denotes that the server explain failover decisions

  • Shiptime - Denotes timestamp on completed write
Documentation
IC Administration Volume 1: Servers & Domains
92522
Database Search on Create option is not under ADU tab. On page 102 of IC Administration Volume 1: Servers & Domains, the Database Search on Create option is documented as an advanced property on the ADU tab. This parameter is actually found on the ADU server's Persistence tab.

Workaround: Click Persistence tab to find Database Search on Create, then follow the other instructions.
Documentation
IC Administration Volume 1: Servers & Domains
111941
The description of the Agentname Email Template macro on page 58 (and in the IC Manager online help under the Template Macros topic) is incorrect.

Workaround: That description should read:

The Agentname macro inserts the agent ID of the agent responding to a user's message. Email Management normally does not provide this information in replies. Rather, it directs users to reply to the message queue, which allows Email Management to maintain a continuous exchange of messages.
Documentation
IC Administration Volume 2: Agents, Customers, & Queues
92425
In IC Administration Volume 2: Agents, Customers, & Queues, the documentation does not clearly state how you configure auxwork and logout codes, or how you associate those codes with specific agents.

Workaround: See the updated documentation in Documentation Enhancement for IC Administration Volume 1: Servers & Domains.
Documentation
IC Administration Volume 2: Agents, Customers, & Queues
92313
The example under "Creating Virtual Queues" on page 92 of IC Administration Volume 2: Agents, Customers, & Queues is incorrect. You cannot add chat queues to a virtual queue.

Workaround: The sentence should read: "For example, if your company has multiple sites and each site has an Email queue, you can group all of the Email queues together into one virtual queue."
Documentation
IC Administration Volume 2: Agents, Customers, & Queues
91221
There is an error in the note in the Outbound Contact Supervisor chapter of IC Administration Volume 2: Agents, Customers, & Queues.

Workaround: In the Outbound Contact Supervisor chapter of IC Administration Volume 2: Agents, Customers, & Queues, 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
IC Administration Volume 2: Agents, Customers, & Queues
70237
The section titled "Customizing IC Manager" in IC Administration Volume 2: Agents, Customers, & Queues and online Help, incorrectly notes that the out-of-the-box installation of IC Manager displays 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.
Documentation
IC Administration Volume 2: Agents, Customers, & Queues
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 IC Administration Volume 2: Agents, Customers, & Queues.
Documentation
IC Administration Volume 2: Agents, Customers, & Queues
72505
For Outbound Contact Reports, 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.
Documentation
IC Administration Volume 2: Agents, Customers, & Queues
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.
Documentation
IC Administration Volume 2: Agents, Customers, & Queues
72523
In the Outbound Contact Supervisor online help, 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.
Documentation
IC Administration Volume 2: Agents, Customers, & Queues
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
Documentation
IC Administration Volume 2: Agents, Customers, & Queues
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."
Documentation
IC Administration Volume 2: Agents, Customers, & Queues
91328
There is an error in the description of a blending parameter in the Outbound Contact Supervisor chapter of IC Administration Volume 2: Agents, Customers, & Queues. 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
Documentation
IC Administration Volume 2: Agents, Customers, & Queues
91482
The system settings required to create or modify a job are incomplete in the Outbound Contact Supervisor chapter of IC Administration Volume 2: Agents, Customers, & Queues.

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.
Documentation
IC Administration Volume 3: FAQs, Document Collections, & Legacy Data
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
IC Administration Volume 3: FAQs, Document Collections, & Legacy Data
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, 6.0.1, or 6.0.2.
Documentation
CallCenterQ Administration Guide
and Online Help
92279
There are errors in the CallCenterQ Administration Guide and the online help for CallCenterQ:

Workaround:
All references to the "Application Profile tab" should read "Application Profile Form", and all references to the "Application focus" should read "Application Administration Focus".

The example in the Print and File Destinations topic of the CallCenterQ online help should read:
For example, if Batch1 has a destination of Batch_Admin\\Letters, was frozen on June 6, 2001 at 4:30 pm, and was processed on June 7, 2001 at midnight, the Batch Letter Administrator would store the files in the directory
Batch_Admin\\Letters\\Batch1_2001-06-06-16-30-00_2001-06-07-00-00-00.

Step 1 in "Sending Fulfilment" in the online help should read:
If you want to see a list of suggested fulfilment packages, update the request or contact and click Suggest Fulfillment. Click Yes to open a fulfilment order if the application does not display any suggestions.

The fourth bullet in Step 4 of "Price Catalogs" in the online help should read:
Enter a percentage.
Documentation
Business Application Tools Reference
and Business Application Online Help
92279
There are errors in the Business Tools Application Reference and the online help for the Business Applications. Page references are to the manual.

Workaround:
The Options menu has been removed from the application. Most references to the Options menu should be replaced with references to the View menu.
On page 33, the paragraph above the bullet list in "Sending and Receiving Messages" should read:
There are several alert options you can access through the View menu on any business application menu bar:
On page 34, the first sentence should read:
Once you set up Alerts, select Focus menu > Save Settings.
On page 34, Step 4 of should read:
To remove a message recipient, click the name of the recipient in the Destination box. Then click Remove."
On page 35, Step 4 in "Editing an Alert" should read:
4. Click Edit messages.
On page 35, the fourth paragraph should read:
To view more information about an alert or message, double-click the message in the alert window. If the message is only text, a message window appears. If the alert is associated with a particular data record, that record appears in the open focus.
On page 36, Step 3 of "What is My Time?" should read:
3. Open the <application>.log file (located in your <install_dir>\logs directory). The log files shows information similar to this:
On page 36, Step 1 of "Setting the Maximum Number of Records" should read:
1. In the Options dialog box, select System Maximum, or select Max. Records and enter a value for the maximum number of records to be returned in the search.
On page 39, Step 3 of "What is My Time?" should read:
3. Open the <application>.log file (located in your <install_dir>\logs directory). The log files shows information similar to this:

[12/15/01 12:37:39] Report: "Database time is 12/15/01 08:35:45"

On page 57, "Setting Letter Generator Properties in a UNIX Machine" should read:
To set the Letter Generator properties when GhostScript is installed on a UNIX machine, on the machine that hosts your Design Tools, open the <install_dir>\IC60\docgen\docgen.properties file
    • Add the gsexepath parameter and set it to point to the GhostScript executable. For example, gsexepath=/usr/IC60/Gs/bin/Gs
    • Make sure that the gsincludedir parameter is set as gsincludedir=/usr/IC60/Gs/fonts:/usr/IC60/Gs/lib
    • To view the batch processing status, add printstatusurl=/docgen/jsp/setprocessingstatus.jsp
Note: When entering paths in a Java Properties file, using a single \ as a file separator will not work correctly. You must use /.
Documentation
Business Application Tools Reference
and Business Application Online Help
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.
Documentation
VOX Server Programmer's Guide
104949
The VOX Server Programmer's Guide incorrectly states that the Workflow Designer runs workflows. It should say that flows are run by the WorkFlow Server.

Supported Languages

This section describes the known issues and workarounds, if any, with respect to the following supported languages:

For information about other known issues and workarounds, see:

All Languages
 

Component
Key
Summary
Database Designer
91547
91987
If two or more English words translate to the same localized word in an enumerated list, Database Designer may freeze or report errors when it attempts to process the ADL file.

Workaround: Make sure that all localized list items are unique.
IC Manager
Content Analyzer
115781
IC Manager allows the use of non-ASCII characters in the file name for a Content Analyzer Knowledge Base. However, if you use non-ASCII characters, the file name may appear garbled when the directory is viewed in Windows or Unix, and you can use IC Manager to specify a name that the operating system does not allow.

To avoid possible problems, make sure that you only use ASCII characters in your Knowledge Base names.
Web Management
115822
When you add a FAQ document to the Web Management Self-Service application, Web Management automatically adds a placeholder for that document in all languages supported in the currently-selected tenant.

For example, if you add a new English FAQ to a tenant that has the English (en) and Chinese (zh) languages enabled, Web Management creates a placeholder for a Chinese FAQ document when it creates the English FAQ document.

This placeholder shows up when viewing the Chinese versions of the Self-Service FAQ database with a placeholder title (such as "Untitled"). To modify the Chinese version, select "Chinese" in the language drop down list from the Self-Service Manage FAQ page for the tenant, select the FAQ, and then click "Update".

Italian
 

Component
Key
Summary
Avaya Agent
115712
When entering the callback information at the scheduled callback web page, the format HH.MM is not accepted.

Workaround: For Italian localized systems, time must be entered with a colon (:) separator instead of a period (.).

Simplified Chinese
 

Component
Key
Summary
Documentation
(Business Applications)
91089
The localized versions of the Avaya Business Applications support simplified Chinese characters only. Traditional Chinese characters should not be entered as input into the Business Applications.
Documentation
(Business Applications)
105182
The third-party product used to display documents stored in a document collection does not display simplified Chinese documents correctly.
Documentation
(Business Applications)
105183
116297
In QKnowledge, rtf files cannot be indexed correctly.

Workaround: Change RTF files into a supported format, such as Microsoft Word.
Avaya Agent
91958
Cannot enter Chinese punctuation using QuanPin IME in the Web Agent. This is because IME is not compatible with Java.

Workaround: QuanPin IME users should use the Java JVM on Internet Explorer. Unfortunately, you will lose some Shared Browsing capabilities with the Java plugin.
CallCenterQ
91363
On a DBCS machine, CallCenterQ accepts double-byte text input only after the Enter key is hit. If the input control loses focus prior to acceptance, you will lose the double-byte text.
This is a limitation of the Microsoft VB text control.

Workaround: When you enter double-byte characters, hit the Enter key on your keyboard before you press Update.
CallCenterQ
91893
The Fullname field displays the customer's name in the wrong order. The name is not displayed in Lastname/Firstname order.

Workaround: Modify the CustomerUpdate.qsc IC Script to complete the Fullname field correctly.

Japanese
 

Component
Key
Summary
Documentation
(Business Applications)
111708
111709
The third-party product used to display documents stored in a document collection does not display Japanese HTML or text documents correctly.
CallCenterQ
91363
On a DBCS machine, CallCenterQ accepts double-byte text input only after the Enter key is hit. If the input control loses focus prior to acceptance, you will lose the double-byte text.
This is a limitation of the Microsoft VB text control.

Workaround: When you enter double-byte characters, hit the Enter key on your keyboard before you press Update.
CallCenterQ
112145
The Fullname field displays the customer's name in the wrong order. The name is not displayed in Lastname/Firstname order.

Workaround: Modify the CustomerUpdate.qsc IC Script to complete the Fullname field correctly.
Web Agent
115716
When the desktop application is set to the Japanese locale, and an agent writes a Transfer Comment and transfers a contact, that comment may be slightly garbled when received by the receiving agent.

Note that this is an intermittent problem and the Japanese characters in the received comment are mostly correct. It is only the last 2 Japanese characters that may be inaccurate.

Korean
 

Component
Key
Summary
CallCenterQ
91363
On a DBCS machine, CallCenterQ accepts double-byte text input only after the Enter key is hit. If the input control loses focus prior to acceptance, you will lose the double-byte text.
This is a limitation of the Microsoft VB text control.

Workaround: When you enter double-byte characters, hit the Enter key on your keyboard before you press Update.
CallCenterQ
91893
The Fullname field displays the customer's name in the wrong order. The name is not displayed in Lastname/Firstname order.

Workaround: Modify the CustomerUpdate.qsc IC Script to complete the Fullname field correctly.
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.

Portuguese
 

Component
Key
Summary
Web Agent
116283
The Email History dialog box doesn't work in the Portuguese version of the Web Agent. The source of the problem is in the translation of certain fields in the Web Agent properties files.

Workaround:
To fix the problem, take the following steps:

1. Unjar the localeprops.jar file.

2. Open the ClientMessages_pt.properties file and modify it as follows:

    • Find the following lines:

email.edit.intro.message=Em {1, data, longo} \u00e0s {2, hora, curto}, {0} gravou:

    • Replace {1, data, longo} with {1, date, long}
    • Replace {2, hora, curto} with {2, time, short}

3. Open the ClientInterface_pt.properties file and modify it as follows:

    • Find the following lines:

history.customerrecord.label=Emails do cliente de {0, data, m\u00e9dio} para {1, data, m\u00e9dio}

    • Replace {0, data, m\u00e9dio} with {0, date, medium}.
    • Replace {1, data, m\u00e9dio} with {1, date, medium}.

4. Jar the localeprops.jar file and distribute it to all agent workstations.

Thai
 

Component
Key
Summary
Client Applications
111936
WRU searching, email suggested responses, QKnowledge, and Content Analysis features are not supported for the Thai language.
Outbound Contact
104992
The agent is prompted to change their password every time they log on.

Workaround: Change the Date format in Regional Option from Thai BE to Gregorian BC, or set the PasswordChange attribute to No in IC Manager. (For details on setting the attribute, see IC Administration Volume 2: Agents, Customers, & Queues.)
Outbound Contact
105095
For the Thai installation of the Outbound Contact feature in IC Manager, the Reschedule Call dialog shows the date using Buddist Era (B.E.) calendar date format rather than the Gregorian calendar.

Workaround: To display the a date format consistently in IC Manager, change the Date format in Regional Options from Thai BE to Gregorian BC.
Web Management
115828
When you view a chat transcript in the Administration pages, the Thai characters are replaced with "?"'s.

Note: The version of the chat transcript that is the customer receives via email is correct.

Documentation Enhancement for IC Administration Volume 1: Servers & Domains

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.

Softdialer mcson.ini file

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 Flow Instance 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

Documentation Enhancement for IC Administration Volume 2: Agents, Customers, & Queues

The following information replaces the AuxWork and Logout Code documentation in IC Administration Volume 2: Agents, Customers, & Queues.

AuxWork and Logout Codes

If you want agents to specify a reason why they are making themselves unavailable (going into Auxwork mode) or logging out, you can set up AuxWork and logout codes. If you enable this functionality, agents will be asked to select a code from the specified list before their status is changed to unavailable.

Once you create the AuxWork and Logout codes, you organized them into Auxiliary Groups, and then associate those Auxiliary Groups with different agents. By default, Avaya IC includes an Auxiliary Group called SystemauxGroup. This group defines two default values:
 
Code
Description
0
Used for AuxWork on Login. If the Avaya IC system automatically puts the agent into AuxWork mode as soon as he or she logs in, it uses this reason code to explain why.
1
Used for No Available Reason. If the agent does not select an Auxwork or logout code, then the system uses this code to denote that.

When you create your codes, make sure that you do not use either 0 or 1. If you do, you will need to change the system codes to a unique value. (For details, see Changing the Default System AuxWork Codes.)

Creating Auxiliary Groups

To create an auxwork or logout code:

  1. Select Tools > Codes.

  2. Expand the IC system entity in the left-hand pane, and navigate to the tenant you want to add the group to.

  3. Under that tenant, click on Auxiliary Groups.

  4. Select Codes > New. Avaya IC displays the

  5. Enter the name of the Auxiliary Group that you want to create.

Repeat this procedure for all of the Auxiliary Groups you want to create for this tenant.

Creating Auxwork and Logout Codes

To create an auxwork or logout code:

  1. Select Tools > Codes.

  2. Expand the IC system entity in the left-hand pane, and navigate to the tenant you want to add the group to.

  3. Expand Auxiliary Groups in the left-hand pane and click on either Busy Codes or Logout Codes.

  4. Select Codes > New. Avaya IC displays the Auxiliary Business Reason Editor.

  5. Select a Name from the dropdown list. Remember that 0 and 1 are used by the default system variables. If you select either of these names, you will need to change the system variables accordingly. (For details, see AuxWork and Logout Codes.)

    Note: AuxWork and Logout code names can be between 0 and 9. If you are using a Definity switch, these codes are written to the switch as well as the ADU.

  6. Enter the name that Avaya Agent will display to the agent.

  7. Enter a description of the code.

  8. Click OK.

Repeat this procedure for each code you want to add.

Associating Agents and Auxiliary Groups

Once you have created your Auxiliary Groups, you can use the Agent/Desktop properties to associate them with agents. You need to set the following properties:
 
Property
Description
AuxGroup
The name of the Auxiliary Group you defined in the Codes table.
AuxGroupTenant
The tenant that this Auxiliary Group is associated with.
AuxReasonCodesEnabled
If you want agents to specify an Auxwork code, set this property to Yes. Otherwise, set it to No.
LogoutReasonCodesEnabled
If you want agents to specify a logout code, set this property to Yes. Otherwise, set it to No.

Once you have set these properties for an agent, they will see the Auxwork and Logout codes defined by the Auxiliary Group named in AuxGroup.

Changing the Default System AuxWork Codes

The default Agent/Desktop settings for the system Auxwork properties are:

If you want to change the default system Auxwork names, you need to:

  1. Select Tools > Codes.

  2. In the left-hand pane, expand the Auxiliary Groups under the DefaultTenant.

  3. Expand the SystemAuxGroup.

  4. To change the default AuxLoginReasonCode:

    1. In the left-hand pane, click on Busy Codes.

    2. In the right-hand pane, double-click on the AuxLoginReasonCode entry.

    3. Change the name to the desired value. Make sure that this value is unique.

  5. To change the default AuxNotAvailableReasonCode:

    1. In the left-hand pane, click on Logout Codes.

    2. In the right-hand pane, double-click on the AuxNotAvailableReasonCode entry.

    3. Change the name to the desired value. Make sure that this value is unique.

  6. Change the Agent/Desktop settings listed above to match the new values. For details about changing agent property values, see IC Administration Volume 2: Agents, Customers, & Queues.

Copyright© 2003 Avaya Inc.