Avaya Interaction Center 6.0.2 Readme Addendum
Issue 1.5, October 2003

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

This Readme Addendum file is a supplement to the Readme file on the Avaya IC 6.0.2 CD-ROM. It contains last-minute information that was not available for the publication of the Readme file or the regular documentation. For basic information about installing Avaya IC, see the IC Installation and Configuration Guide. For supported languages and platforms, see the 6.0.2 Readme file.

If you are migrating from 6.0 or 6.0.1, see Migration. If you are migrating from 5.x or earlier, see the Migration Guide.

This Readme Addendum contains the following sections:

Prerequisites for Telephony and Avaya Voice Quick Start

Avaya IC 6.0.x and Avaya Voice Quick Start systems with Avaya Definity� G3 or Communication Manager require Call Center Elite.

Call Center Elite includes Expert Agent Selection. Telephony in Avaya IC uses Expert Agent Selection to improve the synchronization between the agent desktop telephone and the Avaya Agent Softphone. These improvements were made available through tighter linkages with ASAI Agent States.

To synchronize the agent desktop telephone and the Avaya Agent softphone:

Support for Periphonics IVR

Avaya IC now supports the Periphonics IVR version 5.4. Documentation is available on the Avaya Technical Support website along with the other Avaya IC 6.0.2 documentation

Support for Avaya IR

Avaya IC now supports the Avaya Interactive Response (Avaya IR) version 1.x:

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.

Known Issues

The installation process has the following known issues:
 
Component
Key
Summary
Agent Installer
91590
Important: The following information replaces the original workaround in the Avaya IC 6.0.2 Readme for this issue.

By default, the Microsoft Windows XP and the Microsoft Windows 2000 Advanced Server operating systems enable read only access to normal users for an application that is installed by an administrative user. This limitation affects all Avaya IC agent desktop applications on these operating systems.

Workaround: For agents who do not have administrative permissions in Windows, make sure their Windows logins have the following required permissions on the following directories:

  • Directories:

    • <install_dir >\IC60\bin
    • <install_dir >\IC60\etc
    • <install_dir >\IC60\apps
    • <install_dir >\IC60\logs

  • Required permissions: Modify (Read, Write, Execute)

  • Allowable restrictions: Delete
Solaris Installation

The 6.0.2 Product CD contains a Solaris patch with accompanying patch Readme. Step 6 in the Solaris patch Readme says:

6. On each machine that hosts a Telephony server or a Telephony Queue Statistics server, copy the executable for your switch type to tssrv.exe according to the following table...

In this step, tssrv.exe should be tssrv.
Windows Installation
116761
When you install Avaya IC on a Windows machine with multiple network interface cards (NIC), you must install Avaya IC on the first NIC. Under certain circumstances, Windows may not correctly list the first NIC.

Workaround: Run IPCONFIG from the command (cmd) prompt before you install Avaya IC to determine which NIC is first.

Migration

If you are migrating from Avaya IC 5.6 SP1 or earlier, 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.

If you are migrating from 6.x to 6.0.2, your customized websites, IC Scripts, and workflows will continue to work. However, we recommend that you reapply your customizations to the out-of-the-box files in order to take advantage of the bug fixes included in 6.0.2. To make this process easier, the following procedure notes which IC Script, workflow, and website files have changed in 6.0.1 and 6.0.2.

Tip: If you are migrating from 6.0, you should reapply your customizations to all of the files listed. If you are migrating from 6.0.1, you only need to reapply your customizations to the files changed in 6.0.2.

To migrate from 6.0 or 6.0.1 to 6.0.2:

  1. Stop the entire Avaya IC system (all clients and all servers on all machines that host parts of the IC system).

  2. If desired, make a backup of your <IC_Install_dir> /IC60/etc directory so that you do not accidentally overwrite your vesp and ds.ffd files.

  3. Install 6.0.2 over your current Server and Design/Admin installation(s). All of the design directories installed during the product installation (CallCenterQ, common, CustQ, hrq, and so on), and the files in them, are backed up as subdirectories beneath <IC_Install_dir> /IC60/backup/design. The upgrade then installs new versions of the files in the design directories. In addition, the installation program backs up the entire website directory to <IC_Install_dir> /IC60/backup/website.

    Tip: After the installation is finished, the program asks if you want to run the Configuration Tool. If you are installing over an old 6.0.x installation, you do not need to do this.

  4. If you have customized your ADL and ADF files, copy the customized versions back to the standard <IC_Install_dir> /IC60/design/<appname> directory from the associated backup directory created by the installation program.

  5. Bug fixes were made to some IC Scripts in both 6.0.1 and 6.0.2. While you can copy other customized IC Scripts from the <IC_Install_dir> /IC60/backup/design/<appname> subdirectory into the appropriate design directory, you should reapply your customizations to these out-of-the-box IC Scripts in order to take full advantage of the bug fixes in 6.0.2.
     
    IC Scripts Changed in 6.0.1
    IC Scripts Changed in 6.0.2
    ccq.qsc
    custq.qsc
    hrq.qsc
    qrepository.qsc
    AddressUpdate.qsc
    ccq.qsc
    CopyPriceCatalog.qsc
    CrossSell.qsc
    FindCreditCard.qsc
    FulfillmentItemCellChange.qsc
    FullTextSearch.qsc
    PromotionTest.qsc
    RequestPostUpdate.qsc

  6. The following workflows have changed in 6.0.1 and 6.0.2. If you have customized any of these files, you will need to reapply your customizations to the new 6.0.2 out-of-the-box versions and then upload the new flows to the database. Otherwise, you can copy your other customized workflows back into the appropriate workflow directory under <IC_Install_dir> /IC60/design/IC/Flows/Avaya/.
     
    Workflow Files Changed in 6.0.1
    Workflow Files Changed in 6.0.2
    Files in Flows/Avaya/blender:
    initialization.qfd
    state.qfd

    Files in Flows/Avaya/ICEmail:
    outboundnoca.qfd

    Files in Flows/Avaya/Sys_Agentsearch:
    agentsearch.qfd
    cleanup_global_cache.qfd
    fetch.qfd
    start.qfd
    stop.qfd
    update_agentstate_cache.qfd

    Files in Flows/Avaya/Sys_Transfer:
    transfertovq.qfd
    update_vq_cache.qfd
    Files in Flows/Avaya/blender:
    blender.prj
    clientlogin.qfd
    SymDictionary.txt

    Files in Flows/Avaya/DocGen:
    enctmpl.qfd

    Files in Flows/Avaya/ICEmail:
    analyzeca.qfd
    analyzenoca.qfd
    icemail.prj
    outboundca.qfd

    Files in Flows/Avaya/TS:
    incoming_ivchat.qfd
    incomingcall.qfd
    ts.prj

    Files in Flows/Avaya/wacd:
    qualifychat.qfd
    qualifyemail.qfd

  7. The following website files have changed in 6.0.1 and 6.0.2. If you have customized any of these files, you will need to reapply your customizations to the new 6.0.2 out-of-the-box versions. Otherwise, you can copy the other customized website files back into the website directory.
     
    Website Files Changed in 6.0.1
    Website Files Changed in 6.0.2
    Language specific resources:
    /error/publicerrormessages_de.properties
    /error/publicerrormessages_es.properties
    /error/publicerrormessages_fr.properties
    /error/publicerrormessages_it.properties
    /error/publicerrormessages_ja.properties
    /error/publicerrormessages_ko.properties
    /error/publicerrormessages_pt.properties
    /error/publicerrormessages_zh.properties

    JSPs
    Because of changes to the Java beans, all JSP files should be re-customized.

    FAQ Stylesheets
    /public/xsl/display.xsl
    /public/xsl/grouping.xsl
    /public/xsl/href.xsl
    /public/xsl/search.xsl

    Readmes:
    /sametime/sametimenotes.txt
    Language specific resources:
    /error/publicerrormessages_de.properties
    /error/publicerrormessages_es.properties
    /error/publicerrormessages_fr.properties
    /error/publicerrormessages_it.properties
    /error/publicerrormessages_ja.properties
    /error/publicerrormessages_ko.properties
    /error/publicerrormessages_pt.properties
    /error/publicerrormessages_zh.properties

    JSPs
    Because of changes to the Java beans, all JSP files should be re-customized.

    FAQ Stylesheets
    /public/xsl/display.xsl
    /public/xsl/grouping.xsl
    /public/xsl/href.xsl
    /public/xsl/search.xsl

    Readmes
    /sametime/sametimenotes.txt

  8. Run the upgrade on all machines that host Avaya IC servers or Design/Admin software.

  9. Restart all Avaya IC servers.

    Tip: The first time you run IC Manager, the program puts you into the Configuration Tool wizard if you did not run that tool after you installed 6.0.2. It is safe to exit the Configuration Tool without going through the configuration process. When you restart IC Manager, everything should work as expected using your old configuration.

  10. Regenerate your client applications, making sure that you push all IC Scripts to the database.

  11. If you have customized any of the workflows, make sure that you recompile them and upload them to the database.

  12. To upgrade your agent/client installations:

    1. Upgrade the Agent Installer.

    2. Run the Site Preparation Wizard.

    3. Run the Agent Installer for every agent/client machine. (You do not need to uninstall the old agent/client first.)

      Caution: You should upgrade all servers and all agents/clients before you run any of them. (In other words, you should never run a mixture of 6.0 (or 6.0.1) and 6.0.2 servers and/or agents/clients.)

Known Problems and Workarounds

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

Client Applications

This section describes the known issues and workarounds, if any, related to the client applications in Avaya IC 6.0.2.
 
Component
Key
Summary
Avaya Agent
Outbound Contact
108923
When running Outbound Contact Agent Report, receive the error message "532 can not find database dll".

When creating the application installation CD, the crystal DLL must be in the C:\Documents and Settings\User\windows directory.
Avaya Agent
Outbound Contact
116599
Avaya Agent hangs up if the agent is rescheduling a call in the Reschedule dialog box, or marking the unconnected call in the No Contact dialog box, and receives an inbound stray call. Outbound Contact expects that you complete the first opened dialog box, but the Stray Call dialog box is open. Outbound Contact displays error messages.

Workaround: Click OK to close each error message dialog box and exit Avaya Agent.

If the Avaya Agent hangs up:

  1. Press Ctrl+Alt+Delete to display the Security Window.

  2. Click Task Manager.

  3. Click the Applications tab, select Avaya Agent, and click End Task.

  4. Click the Processes tab and check that the vtel.exe process is running.

    • If the process is not running, select vtel.exe and click End Process.
    • If the process is running, complete step 5.

  5. Click File > End Task Manager to exit the Security Window.

  6. Restart Avaya Agent.
Avaya Agent
Softphone
116632
Occasionally, if an agent selects auxwork on the hardphone when in a voice contact, the agent does not transition into auxwork after the end of the voice contact. This problem does not occur if you enable wrapup in Avaya Agent.

Workaround: Use the softphone to select auxwork. Only use the hardphone to select auxwork, if you enable wrapup for Avaya Agent.
Blender client
116629
Occasionally, if an agent selects auxwork on the hardphone when in a voice contact, the agent does not transition into auxwork after the end of the voice contact. This problem does not occur if you enable wrapup in Avaya Agent.

Workaround: Use the softphone to select auxwork. Only use the hardphone to select auxwork, if you enable wrapup for Avaya Agent.
Blender client
116775
After an agent experiences a RONA, all subsequent voice contacts leave the agent in AuxWork.

Workaround: The agent must logout from Avaya Agent to clear the After Call state.
Web Chat Applet for L10N
112350
In the Web Chat customer applet for Portuguese, French, and Japanese, the command buttons are truncated because of long text labels.

Workaround: You can customize the dimensions of the applet so the buttons are displayed properly. To do so, take the following steps:

  1. Go to the website administration pages.

  2. Go to Multi-Tenancy Administration and select Tenant Properties.

  3. Select the tenant that you want to customize.

  4. Click on chat and customize the following values appropriately:

    • chat.attributes.ie5.ca.appheight (height of the applet)
    • chat.attributes.ie5.ca.appwidth (width of the applet)
    • chat.attributes.ie5.ca.winheight (height of the window containing the applet)
    • chat.attributes.ie5.ca.winwidth (width of the window containing the applet)

  5. Customize the corresponding values for other browsers - IE 4, NS 4.

  6. Save the metadata by clicking Update Metadata.

Queues

This section describes the known issues and workarounds, if any, related to queues in Avaya IC 6.0.2.
 
Component
Key
Summary
Queues
IC Manager

133716
IC Manager is slow in a WAN environment after you add 2,000 queues to the system.

Workaround: Be aware of the potential impact of large number of queues when you plan your Avaya IC system.
Voice queues
131375
The Telephony server and Telephony Queue Statistics server may be slow to start in a system with an extremely large number of queues (over 2,000).

Workaround: Be aware of the potential impact of large number of queues when you plan your Avaya IC system.

Administration Tools

This section describes the known issues and workarounds, if any, related to the administration tools in Avaya IC 6.0.2.
 
Component
Key
Summary
IC Manager
Outbound Contact
116723
When you import records into Outbound Contact, those records will be rejected if any of the fields exceed the maximum allowable length.

For example, when you import telephone numbers, the UUID Field length is limited to 32 Bytes.
Workflows
116866
If you restart the Telephony server while your Avaya IC system is active, agents may no longer receive queue calls.

Workaround: Restart the Workflow server that runs Telephony workflows if you restart the Telephony server in an active Avaya IC system. If you do not restart the Workflow server, Avaya IC cannot route queue calls.

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.

Avaya IC 6.0.2 supports Microsoft SQL Server Service Pack 3. Microsoft recommends the upgrade to SQL Server 2000 SP3 to close the security issues exploited by the Slammer worm.

Note: Please see the release notes for Avaya OA 6.0.2 for information about JDBC drivers used by Avaya OA for SQL Server SP3.

Servers

This section describes the known issues and workarounds, if any, related to the servers in Avaya IC 6.0.2.
 
Component
Key
Summary
All Servers
116669
If the primary Avaya IC server machine unexpectedly loses network connectivity, the Agent Desktop connection to the Avaya IC servers does not always failover as expected. Instead, agents have to log out and then wait for the primary server machine's connection to be restored before they can log back in.

There is no workaround for this issue at this time, but a patch for this problem is targeted to be on the Avaya support website in April 2003. For more information, see Product Updates and Support.
Telephony server
134003

Reporting data will be inaccurate for one or two voice contacts following failover of the Telephony server. Agent statistics may show as 'working' when they are actually idle.
Workflow Server
116817
The startup workflows for the System Workflow server do not include the sys_agentsearch.update_agentstate_cache workflow. This workflow continually updates the cache that the search workflows use to find agents in a particular state.

Workaround: When you configure the System Workflow server, and any Workflow server in User domains, or that Avaya IC uses for agent search and transfer, perform the following additional steps:

  1. On the Server tab of IC Manager, double-click the Workflow server.

  2. Click the Workflow tab.

  3. Click Startup Flows.

  4. In the dialog box, add sys_agentsearch.update_agentstate_cache to the list of workflows and click OK.

  5. Click OK to close the Server Editor.

  6. Restart the Workflow server.

Documentation

This section describes the known issues and workarounds, if any, related to the documentation for Avaya IC 6.0.2.
 
Component
Key
Summary
IC Installation and Configuration Guide
119077
The Avaya IC Installation and Configuration Guide for 6.0.2 mistakenly includes instructions to configure the Transfer Call block for the Incoming Voice Chat workflow and the Voice Chat workflow. You do not need to configure this block for these workflows.

Workaround: Do not perform the steps in "Configuring the Transfer Call Block" on page 247 of the IC Installation and Configuration Guide.
IC Installation Prerequisites Guide
116701
Page 170 of the IC 6.0.2 Installation Prerequisites Guide inaccurately lists IBM Direct Talk as a supported IVR. This IVR is now named IBM WebSphere� Voice Response. Avaya IC 6.0.2 supports IBM WebSphere� Voice Response.
IC Installation Prerequisites Guide
125718

The instructions for installing server files on Solaris machines in the Installation and Configuration Guide contain an error. These instructions state: "Solaris on CD 2 - Change to the /Solaris/CoreServers directory on the CD-ROM and execute ./setup.bin"
However, this directory structure does not exist on the production CDs delivered to customers.

Workaround: Run the setup.bin command from the Root directory on the CD 2.
IC Installation Prerequisites Guide
126000

The required service pack version for Solaris in the Installation Prerequisites Guide is inaccurate.

On page 117, this manual states that "Avaya IC servers support Solaris 8 SP4."

However, Solaris does not use the service pack terminology.
Workaround: Avaya IC servers support Solaris 8. Install the latest recommended patch cluster for Solaris 8.
IC Installation Prerequisites Guide
127325

The "Customer Browser Requirements" section on page 102 of the IC Installation Prerequisites Guide contains an error.

The table of supported customer browsers includes Netscape 7. Avaya IC 6.0.2 does not support Netscape 7 as a customer browser.
Workaround: See the Customer Browser matrix for an up-to-date list of supported customer browsers for Avaya IC 6.0.2. The Customer Browser matrix is available with the other Avaya IC 6.0.2 documentation on the CRM Technical Support Website at http://www.avaya.com/support.
IC Database Designer Application Reference
118825
This manual states that Avaya IC supports DB2 databases, and provides DB2-specific information about how you configure those databases.

Avaya IC 6.0.2 does not support DB2, and DB2-specific information should not appear in the manual.

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.

Copyright© 2002 Avaya Inc.