Avaya Contact Center Select: Release 7.0.2.0
Avaya Contact Center Select: Release 7.0.2.0
Avaya Contact Center Select: Release 7.0.2.0
Release 7.0.2.0
Release Notes
This document contains information on software lineup, known issues and workarounds specific to
this release of Avaya Contact Center Select.
Avaya Contact Center Select 7.0.2.0
Release Notes
TABLE OF CONTENTS
Purpose ................................................................................................................................................ 3
Publication History ............................................................................................................................... 3
Software Information........................................................................................................................... 4
Hardware Appliance ......................................................................................................................... 4
Software Appliance .......................................................................................................................... 4
DVD Product Installation .................................................................................................................. 5
Release Pack Bundle ......................................................................................................................... 5
Additional Required Updates ........................................................................................................... 6
Additional Optional Updates ............................................................................................................ 7
Switch Software Support ..................................................................................................................... 9
Avaya IP Office Software .................................................................................................................. 9
Phone Compatibility updates with Avaya IP Office 10.0 .................................................................. 9
Platform Vendor Independence (PVI) ................................................................................................ 10
Hardware Requirements ................................................................................................................ 10
Network Adapter known issues ..................................................................................................... 10
Recommended Network Adapter .................................................................................................. 10
Operating System & Virtualization .................................................................................................... 11
Operating System ........................................................................................................................... 11
Microsoft Operating System Updates ............................................................................................ 13
Internet Explorer Support .............................................................................................................. 14
Windows Server 2012 RDS Support ............................................................................................... 14
VMware .......................................................................................................................................... 15
Deployment & Configuration Information......................................................................................... 16
Pre-Installation Considerations ...................................................................................................... 16
Installation ...................................................................................................................................... 17
Post-Installation Configuration ...................................................................................................... 22
Security Information .......................................................................................................................... 23
Localization ........................................................................................................................................ 28
Overview of I18N and L10N Products & Components ................................................................... 28
Language specific support and configuration ................................................................................ 29
Start Localized AAD Client .............................................................................................................. 32
Troubleshooting ............................................................................................................................. 33
Known Issues...................................................................................................................................... 34
Hardware Appliance ....................................................................................................................... 34
Software Appliance ........................................................................................................................ 34
Application\Features ...................................................................................................................... 35
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Avaya Contact Center Select 7.0.2.0
Release Notes
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Avaya Contact Center Select 7.0.2.0
Release Notes
PURPOSE
This document contains known issues, patches and workarounds specific to this build and does not
constitute a quick install guide for Contact Centre components. Please refer to the information
below to identify any issues relevant to the component(s) you are installing and then refer to the
Avaya Contact Center Select Installation and Commissioning guides for full installation instructions
PUBLICATION HISTORY
Issue Change Summary Author(s) Date
1.0 Launch of Avaya Aura Contact Contact Center Release November 20,
Center 7.0.2.0 Engineering 2017
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Avaya Contact Center Select 7.0.2.0
Release Notes
SOFTWARE INFORMATION
Hardware Appliance
There are no software downloads associated with the Hardware Appliance deployment
Software Appliance
The following are the files required to deploy Avaya Contact Center Select, Release 7.0 into a
virtualization environment. Please ensure you are using this version for all new software
installation.
File Name
WebLM-7.1.0.0.11-25605-e65-19.ova
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Avaya Contact Center Select 7.0.2.0
Release Notes
The supported Avaya Contact Center Select DVD version is outlined below. Please ensure you are
using this version for all new software installation.
Important Note:
Information on the latest updates available with this release are documented in the Release Pack
Bundle section below.
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Avaya Contact Center Select 7.0.2.0
Release Notes
You must download all files listed. Please verify the MD5 checksums after download to ensure all
files have been downloaded successfully.
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Avaya Contact Center Select 7.0.2.0
Release Notes
The ASG Plugin currently placed on the server, not installed, does not have this patch and if
required this version can be downloaded and placed on the server instead of the incumbent
version.
This is optional in that only if you wish to install and use this plugin should it be installed;
otherwise it is not required for normal Contact Center operations
The SNMP Trap Configuration File can be imported into the SNMP Event Translator using
evntcmd.exe from the command prompt. A restart of the SNMP service is required after which the
file content can be viewed using the SNMP Event Translator GUI (evntwin.exe). Exact details for
the procedure are available in Windows Server 2012 R2 documentation.
The SNMP Trap Configuration File is available for download from the support site.
This is optional in that it should only be imported if you wish to forward SNMP traps to an NMS
system for treatment or monitoring. Otherwise it is not required for normal Contact Center
operations.
Note: As detailed in the ACCS deployment guide, SNMP should be installed on the Windows Server
2012 R2 prior to deployment of the ACCS application.
MD5 Checksum
File Name
ACC_7_0_2_0_SNMP_Trap_File_ver1_0.cnf 08a97caf629637aa7f9b4d9cd31beb8e
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Avaya Contact Center Select 7.0.2.0
Release Notes
Patch Scanner
This Patch Scanner utility is released with every Release Pack and Patch bundle from ACCS 6.4 SP13
onwards. If you are moving from an Avaya Contact Center Select 6.4 lineup to Avaya Contact
Center Select 7.x you must use the version of the Patch Scanner published in the 7.x Release Notes
document.
This version of the tool can be used prior to moving to Avaya Contact Center Select 7.x. See
readme with the application zip file for further information.
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Avaya Contact Center Select 7.0.2.0
Release Notes
Avaya Contact Center Select 7.0.2.0 supports integration with the following:
- Avaya IP Office 9.1.x, minimum 9.1.11 or later versions of ‘x’
- Avaya IP Office 10.0.0.x, minimum 10.0.0.4 or later versions of ‘x’
- Avaya IP Office 10.1.x, minimum 10.1.0 or later versions of ‘x’
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Avaya Contact Center Select 7.0.2.0
Release Notes
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Avaya Contact Center Select 7.0.2.0
Release Notes
Operating System
All Avaya Contact Center Select server applications are supported on the following operating
systems:
Windows Server 2012 R2 Standard ( 64-bit Edition )
Windows Server 2012 R2 Data Center ( 64-bit Edition )
The Avaya Aura Media Server is supported installed co-resident with ACCSon a Windows Server
2012 R2 platform. AAMS installed on a standalone Windows Server 2012 R2 is not supported.
AAMS is supported on Red Hat Enterprise Linux (RHEL) 6.x 64-bit OS. It is not supported 32-bit
RHEL. It is not supported on any other version of Linux.
Microsoft Hotfixes
Before deploying any new Windows Security Patches and Hotfixes – you must confirm that any
Windows patches are listed as supported in the Avaya Contact Center Select Security Hotfixes and
Compatibility listing – published every month on support.avaya.com.
Additionally, please install all required Microsoft Operating System update listed in the
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Avaya Contact Center Select 7.0.2.0
Release Notes
Please ensure that you do not enable Automatic Updates on your Avaya Contact Center Select
Server or Client PCs. All Windows Security patches and hotfixes must be manually deployed after
consulting the supported Avaya Contact Center Select Security Hotfixes and Compatibility listing
The AAMS OVA AAMS ships with the most recent RHEL updates as of GA. Avaya are responsible
for supplying any mandatory Red Hat updates for the OVA installed OS. This is supplied as an
AAMS System Update ISO file that is uploaded via AAMS Element Manager and applied by logging
into an SSH session using the same account to access AAMS Element Manager. The OVA does not
need to be registered with Red Hat Networks.
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Avaya Contact Center Select 7.0.2.0
Release Notes
Update ID Summary
KB3100956 You may experience slow logon when services are in start-pending
state in Windows Server 2012 R2
Important Notes:
1. Important If you install a language pack after you install this update, you must reinstall this
update. Therefore, we recommend that you install any language packs that you need
before you install this update. For more information, see Add language packs to Windows.
Update ID Summary
KB2973337 SHA512 is disabled in Windows when you use TLS 1.2
Important Notes:
1. Important Do not install a language pack after you install this update. If you do, the
language-specific changes in the update will not be applied, and you will have to reinstall
the update. For more information, see Add language packs to Windows.
2. This KB is contained in KB2975719 (see below)
Update ID Summary
KB2975719 August 2014 update rollup for Windows RT 8.1, Windows 8.1, and
Windows Server 2012 R2
Important Notes:
1. Important When you install this update (2975719) from Windows Update, updates
2990532, 2979582, 2993100, 2993651, and 2995004 are included in the installation.
Update ID Summary
KB3101694 "0x000000D1" Stop error in Pacer.sys when there's heavy QoS
traffic in Windows Server 2012 R2
Important Notes:
1. Important If you install a language pack after you install this hotfix, you must reinstall this
hotfix. Therefore, we recommend that you install any language packs that you need before
you install this hotfix. For more information, see Add language packs to Windows.
2. Important This KB should only be applied to servers which include Avaya Aura Media
Server on Windows Server 2012 R2, i.e. where ACCS and AAMS have been installed co-
resident on a single physical server. It is not required on any deployment which does not
include Avaya Aura Media Server on Windows Server 2012 R2.
Update ID Summary
KB3140245 Update to enable TLS 1.1 and TLS 1.2 as a default secure protocols
in WinHTTP in Windows
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Avaya Contact Center Select 7.0.2.0
Release Notes
Important Notes:
1. Important This hotfix is required for windows 7 SP1 clients. Do not apply to ACCS server.
2. Important Please read the Microsoft update at the link provided, as there are manual
steps required with this hotfix.
3. Important This update is NOT required if Security Manager on ACCS server has Current TLS
Protocol Level for CCMA-MM set to TLSv1.0.
The supported browser is Microsoft Internet Explorer 10.0 or later (32 Bit only – 64 Bit not
supported).
NOTE: If Avaya Agent Desktop (AAD) is used on a client desktop then individual websites
for CCMA and Element Manager should be added to compatibility view. The “Display all
websites in Compatibility View” setting in IE should not be used on these client.
The Avaya Agent Desktop (AAD) embedded browser defaults to IE 10 on clients with IE 10.0 or
later.
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Avaya Contact Center Select 7.0.2.0
Release Notes
VMware
VMware vSphere 6.5 support added for 7.0.2 release
to manually edit the VM Virtual Hardware settings before powering the VM on.
-entered during the
first boot process. Drop-down lists are not provided and property defaults are not populated.
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Avaya Contact Center Select 7.0.2.0
Release Notes
Pre-Installation Considerations
This mechanism can sometimes interfere with the deployment of Contact Center software,
resulting in failed installations. It is recommended that this feature be disabled for the duration of
Contact Center software installs.
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Avaya Contact Center Select 7.0.2.0
Release Notes
Installation
New Installations
Install-time Patching
Install-time patching is mandatory for Avaya Contact Center Select software deployments using
the provided DVD media.
This is important for systems that will be used as migration targets. The CCMA data can only be
migrated to a system that does not contain any customer data. The CCMA migration will fail if the
system is found to contain data other than what was injected by the Ignition Wizard.
If the CCMA migration fails in this way, the solution is to go back to the post-ignition backup or re-
install the system.
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Avaya Contact Center Select 7.0.2.0
Release Notes
Upgrades
Important: Direct upgrades from 7.0.0.0 and 7.0.0.1 to 7.0.2.0 are not supported.
You must upgrade from 7.0.0.x to 7.0.1.x first, before upgrading to 7.0.2.0
Application Location:
The Avaya Release Pack Installer is contained within the Release Pack bundle in folder
‘AvayaReleasePackInstaller’. The application supports the installation of Generally Available Patch
bundle content. Please note, the Avaya Release Pack Installer is run via the setup.exe and NOT the
AvayaReleasePackInstaller.exe.
If you choose to proceed without installing GA Patch content, the Update Manager application
must be used to install this patch content at a later time.
To install Patch bundle content using the Avaya Release Pack Installer application, the complete
ProductUpdates folder from within the GA Patch bundle must be copied locally. The contents of
this folder should not be modified e.g. the ReleasePackManifest.xml must not be moved to
another location.
Instructions:
1. Download the ACCS Release Pack Bundle to your local system and unzip
2. Download all available GA Patch Bundles for this release to your local system
3. Unzip each GA Patch bundle separately into a folder reflecting the patch bundle zip name
4. When all individual GA Patch Bundles are extracted into their respective folders, copy each
folder into a single parent folder called ‘GA Patch ProductUpdates’
5. Launch the Avaya Release Pack Installer setup.exe from folder ‘AvayaReleasePackInstaller’
which is located within the Release Pack bundle extracted in step 1 above
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Avaya Contact Center Select 7.0.2.0
Release Notes
6. When available, choose the option to install GA Patches and browse to the extracted Patch
Bundle ‘GA Patch ProductUpdates’ folder from step 4 above
7. Continue installation…
Note: If upgrading, the Avaya Contact Center Select Update Manager application resident on the
system will fail to install the ACCS 7.0.2.0 Release Pack software. This is due to third party software
changes between ACCS 7.0.1.x, and ACCS 7.0.2.0.
Note: It is not possible to install Generally Available patch (DP) content until the Ignition Wizard
has been run successfully.
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Avaya Contact Center Select 7.0.2.0
Release Notes
Upgrading Avaya Aura Media Server 7.0.2.0 OVA from 7.7.0.391 to 7.7.0.398
The ACCS 7.0.2.0 AAMS OVA comes with version 7.7.0.391 of the Media Server installed with
System Layer Version 21. Both need to be upgraded to the latest version. The Media Server needs
to be updated to 7.7.0.398 and the System layer needs to be updated to 22
1. Launch AAMS Element Manager and navigate to EM > Tools > Manage Software > Updates
> Upload Updates.
2. Locate the System Layer Update ISO (available from the ftp site, please see section: Avaya
Aura Media Server OVA ):
MediaServer_System_Update_7.7.0.22_2017.05.10.iso
3. Click “Choose File” and select this ISO file to be uploaded to the AAMS and then click
“Upload”
Your browser shows a progress spinner until the upload completes.
The web page refreshes when the update completes and displays the details of the update
including the filename of the uploaded file.
4. Locate Media Server Update ISO (available from the ftp site, please see section: Avaya
Aura Media Server OVA ):
MediaServer_Update_7.7.0.398_2017.05.09.iso
5. Click “Choose File” and select this ISO file to be uploaded to the AAMS and then click
“Upload”
Your browser shows a progress spinner until the upload completes.
The web page refreshes when the update completes and displays the details of the update
including the filename of the uploaded file.
6. Click on “Install Updates”. Wait until upgrade completes.
7. Logon to AAMS Element Manager and go to System Status->Element Status and verify that
the AAMS version is 7.7.0.398 and Appliance version 22.
Upgrading Avaya Aura Media Server for ACCS 7.0.1.x to AAMS for ACCS 7.0.2.0
This section details the upgrade steps for all supported AAMS deployments to upgrade the AAMS
to the version shipped with ACCS 7.0.2.0
Refer to section: Upgrading Avaya Aura Media Server 7.0.2.0 OVA from 7.7.0.391 to 7.7.0.398 for
instructions on how to upgrade the Avaya Aura Media Server OVA to version 7.7.0.398 and System
Layer 22.
Upgrading AAMS on Windows 2012 Server (co-resident with ACCS) from 7.0.x to 7.0.1.1
This section provides instructions on how to upgrade the Avaya Aura Media Server on a Windows
2012 server that is co-resident with the ACCS installation.
1. Shutdown Contact Center using SMMC.
2. Open services.msc and stop “CC SMMC Daemon” and “CC SMMC service”.
3. Run InstallerMAS.exe
4. After installation, logon to AAMS Element Manager and go to System Status > Element
Status and verify that the AAMS version is 7.7.0.398.
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Avaya Contact Center Select 7.0.2.0
Release Notes
Downgrades
Important: Direct downgrades from 7.0.2.0 to 7.0.0.0 or 7.0.0.1 are not supported.
You must downgrade from 7.0.2.0 to 7.0.1.x first, before downgrading to 7.0.0.x
Instructions:
Refer to the Release Notes for the target Release for downgrade instructions.
After a downgrade, certain High Availability and Configuration information is lost. It is therefore
necessary to run the High Availability Maintenance Utility to restore this information.
This utility should be run after ARPI has been run for the downgrade, but before the Server has
been rebooted.
Application Location:
The High Availability Maintenance Utility is installed with this release of the software and can be
found in the following location:
Instructions:
1. Launch the HAMaintenance.exe from the above location.
2. Use the Browse button to select the correct file to import.
a. The correct file will be in the .:\Avaya\Cache\Cachesys folder and will be named
SYSDataExport-YYYY-MM-DD-ttttt.xml where “YYYY-MM-DD-ttttt” are a date/time
stamp of when the file was created.
b. If there are multiple files with this naming format then the newest one should be
selected.
3. Once a file has been selected, click the Import button.
4. Progress will be indicated on the screen and a MsgBox will be presented to the user when
the import has completed. The Import should take no longer than 5 minutes.
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Avaya Contact Center Select 7.0.2.0
Release Notes
Post-Installation Configuration
Agent Controls Browser Application – Mandatory certificate with IOS 9
From IOS9 any IOS device running the Agent Controls Browser Application to connect to ACCS will
be required to provide a certificate.
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Avaya Contact Center Select 7.0.2.0
Release Notes
SECURITY INFORMATION
Avaya Contact Center Select security certificate migration considerations
Migrating security custom security certificates has caveats that require planning and consideration
before beginning the process.
The only path available when moving to ACCS 7.x from ACCS 6.4 is the creation of a new store on
the ACCS 7.x system, the signing of the certificate signing request (CSR) by a selected Certificate
Authority and the importing of these new security certificates into the new store.
No elements of the security store from ACCS 6.4 can be migrated to ACCS 7.x
Note: ACCS 7.0 and ACCS 7.0.1 come with the default store as standard and as such does not need
to be migrated from previous releases. Please be advised this default store is not to be used in a
production environment and is designed to be used in a test/configuration only situation.
This will back up the necessary files required to be imported back in on the new system using the
Security Manager Restore feature.
The receiving system name must be the same as the donor system otherwise errors will occur
when attempting to use the security certificates to establish a secure connection.
Note
The backed up files will be modified if coming from a release prior to 7.0 during the restore
process so it is recommended that you keep a copy of the original backed up files.
See Appendix C – Store Maintenance for details on backing up and restoring the certificate store.
Avaya Aura® Contact Center 7.0.2 fresh installations do not provide the Out
of The Box (OTB) security store.
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Avaya Contact Center Select 7.0.2.0
Release Notes
From release 7.0.2.0 fresh installations of the solution will not provide the default security store
with default security certificates.
Fresh installations
For fresh installs the customer will have to create a custom security store for the server during the
Ignition Wizard security configuration stage to enable the On by Default and secure the server and
services as was provided automatically in previous releases.
If the Ignition Wizard security configuration is not completed fully then upon completion of the
Ignition Wizard phase and reboot of the server, the services will not be secure and if IPO has not
been configured to communicate over TCP then the TAPID link to IPO will not be operational as it
will expect a secure connection only.
Ignition Wizard has been enhanced to allow the creation and population of the contact center
security store during the configuration phase. If this is skipped then warnings will be given and
Security Manager (previously Security Manager) can be used to complete the creation and/or
population of the security store.
The transport type for connection to IPO from ACCS can now be selected to use TCP, the default is
TLS.
Upgrades
There is no impact on upgrades, if the OTB store is being used and is on the server, it remains
untouched.
Migrations
Migrations can be considered in the same area as fresh installations in that the default TLSv1 level
enforced is TLS v1.2.
Upgrades
On an upgrade where the feature pack is applied on an existing 7.0 release then there is no
enforcement of TLS v1.2 on the server. This is relevant only to the Windows operating system level
support of TLS versions.
For SIP traffic and Event Broker web services the enforcement of TLS v1.2 still applies and if these
levels need to be modified then please refer to the section “Resetting TLSv1 Levels”.
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Avaya Contact Center Select 7.0.2.0
Release Notes
In 7.0.1 the default TLSv1 level enforced is TLS v1.2. This means that TLS v1.0 and TLS v1.1 protocol
levels are disabled and are not available to be used in the solution or on the underlying Windows
2012 R2 operating system.
The general rule when setting the TLSv1 levels is shown in the table below
TLS Level Set TLS v1.0 available TLS v1.1 available TLS v1.2 available
1.0 Yes Yes Yes
1.1 No Yes Yes
1.2 No No Yes
When the TLS v1 level is set the general rule is any level under that set level is disabled and any
level above it is still available. It is configurable via Security Manager Security Configuration tab
In the Security Configuration Tab of the Security Manager application there are three drop boxes
which allow the user to lower the TLSv1 levels for the following application and services outlined in
the next section.
The three main areas where this new setting covers are
This can be lowered to TLS v1.0 or TLS v1.1 if required via the Security Manager application.
If TLS v1.0 is set as default for example, then TLS v1.1 and TLS v1.2 is still available.
Web Traffic
IIS
This is covered with the changes made to the underlying Windows Operating system. Which is also
the same setting configurable via the Security Manager Security Configuration tab.
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Avaya Contact Center Select 7.0.2.0
Release Notes
Tomcat
This web server is set to use TLS v1.2 only. It is currently not configurable.
All known applications that use Tomcat can operate at TLS v1.2 and thus no need to have an
option to enable lower protocols.
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Avaya Contact Center Select 7.0.2.0
Release Notes
Avaya Aura Media Server See Appendix C – Avaya Aura Media Server
releases and TLSv1 support
In this release SMB signing has been implemented and as such all connecting devices and
platforms will have to be able to support SMB signing otherwise access to devices that cannot
support the level of SMB signing in place on the Contact Center Server may become inaccessible.
This has been noted on older NAS devices where the current level of software cannot meet the
SMB signing requirements and access to these devices has been shown not to be possible.
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Avaya Contact Center Select 7.0.2.0
Release Notes
LOCALIZATION
Avaya Contact Center Select 7.0 Feature Pack 2 (7.0.2) Avaya Agent Desktop (AAD), Outbound
Campaign Management Tool (OCMT), Contact Center Manager Administration (CCMA) and Web
Agent Controls UI and online Help is localized into French, German, LA Spanish, Simplified Chinese,
Brazilian Portuguese, Russian, Japanese, Korean and Italian.
All ACCS 7.0.2 products and components support Internationalization (I18n). The following table
lists all ACCS 7.0.2 products and components that support Localization (L10n):
Refer to Chapter 24: Language support fundamentals in the Avaya Contact Center Select Advanced
Administration guide for supported languages.
Supported Languages
CCMA CCMM
FR DE ES PT-BR IT ZH-CN JA RU KO
English Y Y Y Y Y N N N N Y
OS Language
Any 1 Latin1 Y Y Y Y Y N N N N Y
language
Simplified Chinese N N N N N Y N N N Y
Japanese N N N N N N Y N N Y
Russian N N N N N N N Y N Y
Korean N N N N N N N N Y Y
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Avaya Contact Center Select 7.0.2.0
Release Notes
* If you wish to launch AAD or OCMT in a local language BUT THE CLIENT OPERATING SYSTEM IS
ENGLISH, then change the default language in the regional language options to the local
language.
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Avaya Contact Center Select 7.0.2.0
Release Notes
The mailservice.properties file on the ACCS Server specifies which analyzer is enabled and lists all
supported analyzers in the comments.
To route a single byte keyword to a skillset, you must save the keyword as DOUBLE byte on the
server. For example to route the single byte keyword コプタto a skillset called EM_Test do the
following:
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Avaya Contact Center Select 7.0.2.0
Release Notes
On the Rule Configuration Wizard – Input Criteria window, under Available Keyword Groups, select a
keyword group you want to use for this rule. E.g. “DoubleByteCoputa”
Click the black arrow to insert the keyword group name into the selection box.
Click Next.
In the Rule box, type the name for your rule. E.g. “DoubleByteCoputaRule”
In the Skillset box, select a skillset for your rule. . E.g. “EM_Test”
Click Save.
Click Finish. Your rule is created with the keyword group.
rd
Note: This is a limitation of the 3 party creator of the analyzer, Lucene.
Email Analyzer Limitation 2 - Wildcard use (Asian) - Wildcard * and ? string position
There is a limitation when the email analyzer is enabled for Asian languages. Wildcard ‘?’ or ‘*’ can
only be used at the end of a keyword.
e.g. Wildcard use たば* is correct. Wildcard use た*た is not correct.
Note: To route the wildcard keyword successfully, the ‘*’ can be entered in either full-width or half
width. The ‘?’ can be entered in full-width only.
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Avaya Contact Center Select 7.0.2.0
Release Notes
If you wish to launch AAD in a local language but the client operating system is ENGLISH, then
change the default language in the regional language options to the local language.
Prerequisites
• Ensure that the administrator has configured your Windows User ID in CCT and that you
have a valid User ID, Password, and Domain for use with Contact Center Agent Desktop.
Procedure steps
1. In Windows Explorer or Internet Explorer, enter the HTTP address (URL) using format:
https://<Avaya Contact Center Select servername>/agentdesktop/LANGUAGE CODE*
2. Click Launch AAD.
3. Click Install.
Prerequisites
• Ensure that you install Avaya Agent Desktop.
Procedure steps
1. In Windows Explorer or Internet Explorer, enter the HTTP address (URL) using format:
https://< Avaya Contact Center Select servername>/agentdesktop/LANGUAGE CODE*
2. Click Launch AAD.
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Avaya Contact Center Select 7.0.2.0
Release Notes
Troubleshooting
Emptying the .Net cache on the client PC running AAD and OCMT
Procedures such as uninstalling application and emptying the .Net cache require administrator
rights.
1. Close AAD and OCMT.
2. Click Add/Remove Programs.
3. Remove Avaya/Avaya Agent Desktop.
4. Navigate to C:\Documents and Setting\USERNAME\local settings\apps\ .
5. Delete the 2.0 folder.
6. Note: This folder may be hidden. If so, open Windows Explorer and click on Tools, Folder
options. Choose the View tab. Under Files and folders or Hidden files and folders, choose
to show hidden files and folders. Click Apply and click OK.
7. Start AAD to download the latest AAD files from the CCMM server.
Start OCMT from CCMA to download the latest OCMT files from the CCMM server.
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Avaya Contact Center Select 7.0.2.0
Release Notes
KNOWN ISSUES
Hardware Appliance
Configuration Ignition Wizard – Error message displayed for WEBADMIN setup.exe
Tracking Number CC-13734
Application Configuration Ignition Wizard
Description On successful completion of configuration (Ignition) of the ACCS Hardware
Appliance, an error dialog box is displayed:
Title: setup.exe
Description: Unable to modify 'D:\Avaya\Contact Center\Multimedia
Server\Server Applications\WEBADMIN\setup.exe'. The file may be read-
only or locked.
The install tries to set the launch URL on the boot-strap setup.exe for the
click-once applications; AAAD, OCMT and CCMM Admin. A permissions
problem intermittently causes an exception message to pop up indicating
that the setup file is in use.
Impact No impact. The WEBADMIN setup.exe launch URL has been updated
correctly. Simply press OK to close this dialog message.
Workaround None
Software Appliance
None
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Avaya Contact Center Select 7.0.2.0
Release Notes
Application\Features
Remote desktop connection fails due to service stuck in starting
Tracking Number CC-2435
Application Windows Server 2012 R2
Description Under certain error conditions, i.e. misconfiguration, some ACCS services
will not complete startup.
While in this error state remote desktop connection logins and local
console logins can fail with a “please wait” message.
Impact Inability to login through RDC of local console to ACCS server.
Workaround If this error condition is experienced a connection to the console should be
attempted. In the case of a physical sever deployment this would be the
physical keyboard and monitor connection to the server. In the case of
virtualized environments the equivalent to the physical console should be
used.
Some fields are not aligned when Agent Performance report exported to .pdf file,
Tracking Number CC-3856
Application Contact Center Manager Administration
Description AACC7.0 HR- Export Agent Performance report to .pdf file, some fields are
not aligned
Impact A number of reports within AACC are larger than a standard A4 page and
as a result appear misaligned when exported to pdf. They also span pages
when printed.
Workaround None
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Avaya Contact Center Select 7.0.2.0
Release Notes
Unable to login to CCMA using System Manager with TLS 1.1 or TLS 1.2 enabled
Tracking Number CC-9923
Application Contact Center Manager Administration
Description Unable to login to CCMA using System Manager 7.0 or earlier when TLS
1.1 or TLS 1.2 is enabled. System Manager 7.0 and earlier versions do not
support TLS 1.1 or 1.2
Impact Unable to login to CCMA
Workaround 1. System Manager 7.0.1 supports TLS 1.1 and TLS 1.2
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Avaya Contact Center Select 7.0.2.0
Release Notes
Agent greetings and Voice recording not working “A Serious Error has occurred – Exiting”
Tracking Number CC-13218
Application Contact Center Manager Administration
Description When security is ON, CCMA Authentication web service just supports
HTTPS request, not HTTP request from clients. If the client requests HTTP,
it will return an error code 403 (HTTP 403) to the client. However in the
case of CC-13218 issue, the client requests HTTP, CCMA Authentication
web service still works when security is ON.
Impact Agent greetings and Voice recording do not work. CCMA Authentication is
not secure
Workaround The following Authentication web service configuration is added into IIS
config file, applicationHost.config located at
C:\Windows\System32\inetsrv\config folder.
That configuration makes IIS support both http and https for
Authentication service. We need to remove that configuration.
Install wrong .NET Framework version from installing pre-requisites on CCMA Dashboard
Tracking Number CC-13274 (CC-9825)
Application Contact Center Manager Administration
Description Cannot launch Dashboard report from Real-Time Report page
Impact Unable to use CCMA Dashboard
Workaround 1. Install .NET FW 4.5.2 from FP2 DVD for the client machine.
2. Apply "SchUseStrongCrypto" value for the client machine.
Run regedit.exe
In Registry Editor, click the File menu and then click Import.
Navigate to and select the strongcrypto35-enable.reg file that you created in
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Avaya Contact Center Select 7.0.2.0
Release Notes
With SSO enabled prior to upgrade, SCT Tool and OD are failed to connect CCMA after
upgrading to new release
Tracking Number CC-13655
Application Contact Center Manager Administration
Description Users already configure SSO and enable SSO. When they upgrade their
system to 7.0.2 GA and they do not need to have any further
configuration for SSO after the upgrade, SCT and OD will fail to connect
CCMA
Impact SCT and OD are failed to connect CCMA
Workaround The workaround is to disable SSO and enable SSO from Security Details
dialog.
Steps:
- Open Manager Administrator Configuration
- Open Security Settings
- Click Disable button
- Click Yes button from the confirmation dialog
- Click OK button from the information dialog
- Click Enable button
- Click Yes button from the confirmation dialog
- Click OK button from the information dialog
CCMA- All texts in Attribute in JSON variables showed “ERROR: Could not get text: Index =
9040, Language = en-us!” for upgraded lab from 7.0.1
Tracking Number CC-13468
Application Contact Center Manager Administration
Description From Scripting, open JSON variable (JSON Object, JSON String, JSON
Pair), the text string shows the error “ERROR: Could not get text: Index =
9040, Language = en-us!”
Impact User does not understand the guideline of JSON variable
Workaround We need to run the command "AccessToInterSystems.exe -install
ALLTEXT" at D:\Avaya\Contact Center\Manager
Administration\Server\bin folder.
Steps:
- Open a cmd
- Change the folder to D:\Avaya\Contact Center\Manager
Administration\Server\bin
- D:\Avaya\Contact Center\Manager Administration\Server\bin >
AccessToInterSystems.exe -install ALLTEXT
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Avaya Contact Center Select 7.0.2.0
Release Notes
Installing CCMS Patch on a very large database can take 20+ minutes
Tracking Number CC-5140
Application Contact Center Manager Server
Description Installing CCMS Database Patch on a very large database can take up to 23
minutes. This is due to re-indexing of the CCMS database tables with large
volume of data in the order of few million rows.
Impact Longer CCMS patch install time.
Workaround None
Agent Controls Browser Application – Online help not available when using Chrome browser
Tracking Number CC-9849
Application Agent Controls Browser Application
Description Online help feature is not working when using Chrome browser.
Impact Online documentation not available with this browser type.
Workaround Online help may be accessed using another browser.
AAMS Configuration of RSS and SHOUTcast not preserved during ACC 7.0 to 7.0.1 upgrade
Tracking Number CC-9854
Application Contact Center Music Treatments
Description AAMS version used in ACC 7.0.1 (7.7.0.348 or later) has enhanced its
Music Streaming feature. This has resulted in a different procedure for
configuring AMS for RSS or SHOUTcast streaming.
Impact All Music treatment using RSS or SHOUTcast will not be operational.
Workaround Before updating, note down the current RSS / SHOUTcast settings. After
the upgrade go to EM->System Configuration->Media Processing->Music-
>Stream Provisioning and add the RSS/SHOUTcast configuration.
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Avaya Contact Center Select 7.0.2.0
Release Notes
Description CCCC patch failing to install and cache console.log reporting that “Database
is locked by another instance.
Impact CCCC patch cannot be installed
Description The agent controls application will not connect to the Integration Portal
web socket when launched from Mozilla Firefox browser.
Impact It is not possible to use Agent Controls Application with Mozilla Firefox
browser.
Workaround Use another browser, for example Internet Explorer.
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Avaya Contact Center Select 7.0.2.0
Release Notes
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Avaya Contact Center Select 7.0.2.0
Release Notes
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Avaya Contact Center Select 7.0.2.0
Release Notes
Expected Result:
Context menu is displayed and agent can paste text into email
Actual Result:
Context menu does not appear to allow agent to paste text into email
Impact
Workaround
Workaround Agent can still paste to email using keyboard shortcuts
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Avaya Contact Center Select 7.0.2.0
Release Notes
Actual Result:
Agent receives a popup message re invalid character and is unable to
send reply until they remove invalid character from reply.
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Avaya Contact Center Select 7.0.2.0
Release Notes
Localization issues
Internationalization issues or common across all languages and require a base fix
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Avaya Contact Center Select 7.0.2.0
Release Notes
APPENDIX
Appendix A – Issues Addressed in this release
This section of the release notes provides information on customer issues that have been
addressed in this Feature Pack.
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Avaya Contact Center Select 7.0.2.0
Release Notes
WI/JIRA Summary
NONE
WI/JIRA Summary
CC-11012 AAD 7.0.1 - POM - Selecting external number for callback does not result in number
being presented when callback arrives
CC-11120 [RB689] AAAD_There is no Not Ready Reason Code name when agent changes Not
Ready state with Reason Code
CC-11445 Display text only configuration on CCMM configuration not working
CC-11649 Email templates inserting at top instead of cursor position
CC-11940 Receiving an email with the MailTo field greater than 4096 characters can cause
emails to stop downloading
CC-12278 SMS text body not visible
CC-12316 Failed to create chat controller - UnknownXmppException No response to stanza
CC-12430 CCMM agents not able to pull from all assigned skillsets
CC-12484 AAAD consult/Transfer made by agent on a web chat contact not each time
displaying the agent list to consult
CC-12603 AAD not ready state not updated correctly after changing it to another not-ready
code
CC-12615 agents unable to receive EWC chats
CC-12638 AAD - Print option doesn't print all search contacts
CC-12643 When an agent is not assigned to a skillsets upon login and attempts to pull a
contact, nothing is displayed
CC-12997 ADD inserting template appears to add padding around blank lines in template
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Avaya Contact Center Select 7.0.2.0
Release Notes
WI/JIRA Summary
CC-13047 Local Administrator gets black screen on RDC with AACC / ACCS
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Avaya Contact Center Select 7.0.2.0
Release Notes
If the certificate store has been restored onto a system that contained another store and had the
security level set to ON then the following steps have to be followed to apply the new stores
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Avaya Contact Center Select 7.0.2.0
Release Notes
certificates to the various web servers otherwise the previous stores certificates will remain in
effect.
This procedure is only if the previous security setting was set to ON while using the previous store
and the store has been restored.
This effectively will remove the previous configuration settings on the various web servers and
apply the contents of the new store to web servers.
Failure to follow this step will result in the various web servers using the certificates from the
previous store regardless of the restore procedure.
Restoring a certificate store whose contents have been signed by another Certificate
Authority
If the certificate store has been restored to a system that used another certificate authority (CA) to
sign the contents of the store used previously then, if not done already, the root certificate
authority certificate will have to be deployed to the various clients that communicate with the
server.
If the restored certificate store has been signed by the same certificate authority then this is not
required since the root CA certificates should have already been distributed.
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Avaya Contact Center Select 7.0.2.0
Release Notes
If the certificate store has been restored onto a system that contained another store and had the
security level set to ON then the following steps have to be followed to apply the new stores
certificates to the various web servers otherwise the previous stores certificates will remain in
effect.
This procedure is only if the previous security setting was set to ON while using the previous store
and the store has been restored.
This effectively will remove the previous configuration settings on the various web servers and
apply the contents of the new store to web servers.
Failure to follow this step will result in the various web servers using the certificates from the
previous store regardless of the restore procedure.
Restoring a certificate store whose contents have been signed by another Certificate
Authority
If the certificate store has been restored to a system that used another certificate authority (CA) to
sign the contents of the store used previously then, if not done already, the root certificate
authority certificate will have to be deployed to the various clients that communicate with the
server.
If the restored certificate store has been signed by the same certificate authority then this is not
required since the root CA certificates should have already been distributed.
TLS Information
For non-mandatory TLS SIP connections
All supported IP Office releases currently provide support for TLSv1.0, TLSv1.1 and TLSv1.2.
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Avaya Contact Center Select 7.0.2.0
Release Notes
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Avaya Contact Center Select 7.0.2.0
Release Notes
HDX / DIW can be used to connect to customer databases. HDX / DIW connect to a remote
database using an ODBC Data Source Name (DSN). The DSN for the database connection must be
manually created on ACCS using the ODBC Data Source Administrator.
If connecting to older versions of Microsoft SQL Server, the DSN created will not connect
successfully if TLS is set to higher than TLS v1.0. In this scenario, enable TLS v1.0 on Security
Manager Security Configuration field “CCMA – Multimedia Web Service Level”.
Remote desktop
Remote desktop connections can also be impacted on some client machines and requires a
Microsoft KB required to remote into ACCS server when TLS v1.1 or higher is set due to RDC only
supporting TLS v1.0. Disabling TLS 1.0 on the CCMA- Multimedia web services setting in Security
Manager will break RDP under default settings on Windows 7 clients and Windows 2008 R2 Server.
This setting covers the entire ACCS server and not only CCMA-MM WS and thus causes remote
desktop connections to fail from Windows 7 and Windows 2008 R2 server due to the fact it cannot
support TLS v1.1 or TLS v1.2.
Please apply the following KB from Microsoft on your CLIENT or machine wishing to connect to CC
server.
This update provides support for Transport Layer Security (TLS) 1.1 and TLS 1.2 in Windows
7 Service Pack 1 (SP1) or Windows Server 2008 R2 SP1 for Remote Desktop Services (RDS).
https://support.microsoft.com/en-us/kb/3080079
System Manager 7.0 and earlier releases do not support TLS 1.1 and TLS 1.2
If implementing a Single Sign-On configuration using System Manager to login to CCMA then if TLS
1.1 or TLS 1.2 is enabled the System Manager login page will not be presented.
System Manager 7.0.1 includes support for TLS 1.1 and TLS 1.2
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