ACCS 7.1.2.1 Release Notes

Avaya Contact Center Select
Release 7.1.2.1
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 7.1.2.1
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 ................................................................................................................................... 11
Avaya IP Office Software................................................................................................................................ 11
Platform Vendor Independence (PVI) ............................................................................................................... 12
Hardware Requirements................................................................................................................................ 12
Recommended Network Adapter .................................................................................................................. 12
Operating System & Virtualization .................................................................................................................... 13
Operating System Information ...................................................................................................................... 13
Microsoft Operating System Updates ........................................................................................................... 15
Edge Support.................................................................................................................................................. 17
CCMA Support with Edge in IE mode............................................................................................................. 17
Microsoft .NET Framework Support .............................................................................................................. 17
VMware Support ............................................................................................................................................ 17
Deployment & Configuration Information ........................................................................................................ 19
Pre-Installation Considerations...................................................................................................................... 19
Installation ..................................................................................................................................................... 22
Post-Installation Configuration ...................................................................................................................... 27
Workspaces on Avaya Contact Center Select .................................................................................................... 29
Deployment ................................................................................................................................................... 29
Post-Deployment Configuration .................................................................................................................... 35
Workspaces with ACCS Business Continuity .................................................................................................. 36
Workspaces Troubleshooting ........................................................................................................................ 36
Security Information .......................................................................................................................................... 38
Localization ........................................................................................................................................................ 44
Overview of I18N and L10N Products & Components ................................................................................... 44
Language specific support and configuration ................................................................................................ 45
Start Localized AAD Client.............................................................................................................................. 48
Troubleshooting ............................................................................................................................................. 49
Page 1
Release Notes
Known Issues ..................................................................................................................................................... 50

Hardware Appliance ...................................................................................................................................... 50
Software Appliance ........................................................................................................................................ 50
Installation ..................................................................................................................................................... 50
Workspaces on ACCS ..................................................................................................................................... 52
Application\Features ..................................................................................................................................... 58
Localization issues.......................................................................................................................................... 76
Appendix ............................................................................................................................................................ 77
Appendix A – Issues Addressed in this release .............................................................................................. 77
Appendix B – Additional Security Information .............................................................................................. 87
Page 2
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 ACCS 7.1.2.1 GA Release ACC Team
Page 3
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.x into a virtualization
environment. Please ensure you are using this version for all new software installation.
Avaya Aura Media Server OVA

AACC supports the Avaya Aura Media Server versions 8 and 10.1
File Name MD5 Checksum

MediaServer_8.0.0.169_A6_2018.10.24_OVF10.ova eda4b84b51ab9447d78755a3e2d31af8
MediaServer_10.1.0.48_A2_2021.12.17_OVF10.ova 7c2a8e7eb0bb49f5533b36367956f41b
Avaya WebLM OVA

The Avaya WebLM 8 OVA is the required software when deploying the OVA in a virtualisation environment.
This software is used for product licensing. Please download this software from http://support.avaya.com
File Name
WebLM-8.1.0.0.7-32857-e65-9.ova 434706602537e1d57a1e270f4a8cdb2c
Workspaces Cluster
The Avaya Contact Center Select Workspaces OVA is required when deploying the workspaces cluster in a
virtualization environment. The software provides the base image and software for the deployment of the
Avaya Contact Center Select Workspaces Cluster.
Filename MD5 Checksum

WSOVAGOLDEN_RB41_71210060.ova 4680cff238c86701e358b289a0680aa6
Page 4
Release Notes
DVD Product Installation

The following are the files required when deploying Avaya Contact Center Select using the Avaya Contact
Center Select DVD. Please note, as part of the deployment of the product you are required to install the
latest available service pack bundle when installing the product.
The supported Avaya Contact Center Select DVD version is outlined below. Please ensure you are using this
version for all new software installation.

ACCS_7.1.2.1-14.iso b17bd9a5c7d4851df344ea7679127e64
Important Note:
Information on the latest updates available with this release are documented in the Release Pack Bundle
section below.
Release Pack Bundle

The Avaya Contact Center Select software is delivered to customers as a Release pack bundle. The Release
Pack is installed on your base software and contains the latest software updates for the release.

ACC_7.1.2.1-41.zip 8961af8f2d14d4a979dfc8231f062224
Page 5
Release Notes
Additional Required Updates

Avaya Contact Center Select Server
The following are additional Avaya Contact Center Select updates containing critical fixes that must be
applied to your system.

ACC_7.1.2.1_FeaturePack02ServicePack01_GA_Patches-23.zip 7a9aeaecdd53b9737af424e618885562
You must download all files listed. Please verify the MD5 checksums after download to ensure all files have
been downloaded successfully.
Avaya Contact Center Select Workspaces Cluster

The following updates contain critical fixes that must be applied to your Workspaces Cluster

AvayaCC_WS_7.1.2.1.1.9_Patch.zip 44536cdb9daf222ce3d905c4a799c590
Avaya Aura Media Server OVA and Hyper-V Upgrade

The AAMS OVA version is: 8.0.0.169/10.1.0.48. Both need to be upgraded to the latest version. The Media
Server needs to be updated to 8.0.0.205/10.1.0.54 and the System layer needs to be updated to 16. This is
accomplished by downloading the two ISO files in the table below.
This procedure is detailed in document: “Upgrading and patching Avaya Aura® Contact Center”

MediaServer_Update_8.0.0.205_2019.04.29.iso 32ff99844e1d40d3c9f0d9341307f829
MediaServer_System_Update_8.0.0.16_2019.04.05.iso 5bd8c1d0ada215088b03571350185924
MediaServer_Update_10.1.0.54_2022.01.12.iso ed8467e503c4350c2b2348435c7da8b8
NOTE: Customers can install AMS version Media Server 8.0.2 and System Update 23 as minumum
supported versions but can take later versions available from the support site.
Page 6
Release Notes
Additional Optional Updates

ASG Plugin
The ASG Plugin is a serviceability application which enables secure access to the server when installed using
a challenge-response mechanism. This update removes the presence of unnecessary accounts which are
given permission to access the files in the applications directory. This effectively restricts access to the
applications files to administrator users only.
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

ASGPlugin4WindowsX64.zip 76aaa6844a4863a86884d19a0b409558
SNMP Trap Configuration File

An SNMP Trap Configuration File (.cnf) is delivered containing the Avaya recommended events for SNMP
capture. The configuration file can be imported into the SNMP Event Translator that is available after
installing SNMP on the Windows Server. SNMP traps will be automatically generated and forwarded to the
configured NMS system for all Event Viewer events that have a match in the configuration file.
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 and Windows Server 2016 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 prior to
deployment of the ACCS application.

ACC_7_1_SNMP_Trap_File_ver1_0.cnf 08a97caf629637aa7f9b4d9cd31beb8e
Page 7
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.

N/A N/A
Migration Tool for RCW Generated Reports

This application is required when exporting Historical Reporting templates on an NES6/NES7/ACC 6.x server
as part of a server migration. The most up to date version of the application is available with the Service
Pack from the ACCS lineup above.
The utility is available in: Install Software\CCMA\RCW_Migration_Utility
SCT's behavior on the "Users" sheet updates in 7.1.2.1 (CC-23193)

From previous version to 7.1.1: right after user logins to CCMA successfully, the SCT's Users sheet does not
have any Contact types or Skillsets columns (please see the image below). It just handles Login action only.
Usually, user will click "Data Download" button to download both headers and data of the selected CCMS.
Headers include Contact type names and Skillset names of the selected CCMS. Headers will change if user
selects another CCMS (because each CCMS has their different Contact type names and Skillset names). After
that, user can use those available headers to upload/update Agents, Sup, or Sup/Agents to that CCMS.
This Jira CC-23193 was raised in 7.1.1. The originator did not click "Data Download" button first, so headers
were not available. They had to manually input 2 new columns: "Voice" (as Contact type) and
"Default_Skillset" (as Skillset) to test uploading agents. However, two new columns were added after "_CT"
& "_SK:" columns which are not correct order. (It should be "Voice", "_CT:", "Default_Skillset", "_SK:").
Therefore, it gets error when uploading user. That is why this Jira was raised.
Page 8
Release Notes
To fix this Jira in 7.1.2.1, we had discussed and agreed that SCT should change its behavior a little bit.
Therefore, SCT has added the new task into the "Login" button.
This Login button will do 2 tasks:

1. Login to CCMA Server.
2. Automatically download headers of User sheet (including all Contact type names and Skillset names
that the selected CCMS is having). Then, an info message will be shown to inform user that headers
have been updated:
Page 9
Release Notes
That means, after Login successfully, user has all headers available in Users sheet:
Since then, user do not need to manually input headers any more. To test uploading, user just input value
under headers as usual.
Page 10
Release Notes
SWITCH SOFTWARE SUPPORT

Avaya IP Office Software
This section outlines the software requirements for the Avaya IP Office communications infrastructure
Avaya Contact Center Select 7.1 supports integration with the following:
- Avaya IP Office 10.1.7
- Avaya IP Office 11.0 Feature Pack 4
- Avaya IP Office 11.1
Phone Compatibility updates with Avaya IP Office 10.0
Phone Compatibility
Digital 5400 series are not supported with IPO 10.0 or later
Digital 4610/4620x series and 5600 series is not supported with IPO 10.0 or later
IP Phones 1120e and 1220 are supported when running IP Office Release 10.0 or later SIP firmware.
Avaya Session Border Controller for Enterprise support

AACC supports Avaya Session Border Controller for Enterprise(SBCE) 7.2, 7.2.1, 7.2.2, 8.0, 8.1, 8.1.2, 10.1
Secure Access Link support

AACC supports Secure Access Link(SAL) 3.3, 4.0
Page 11
Release Notes
PLATFORM VENDOR INDEPENDENCE (PVI)

Hardware Requirements
For Single Server deployments of, Voice and Multimedia with Avaya Media Server with/without Workspaces
on a physical platform, a Gigabit Network Adapter is required that supports Receive Side Scaling (RSS) with 4
RSS queues.
Single Server deployments of, Voice and Multimedia with Avaya Media Server with/without Workspaces, are
supported on physical mid-range to high-end servers only, as defined in Avaya Aura Contact Center
Overview and Specification document. Lab and customer deployments must adhere to the minimum RAM
requirements. Failure to do so can result in Avaya Aura Media Server being unable to launch.
Single Server deployments of, Voice and Multimedia with Avaya Aura Media Server, now deploy AAMS as a
Hyper-V Linux virtual machine. Workspaces is also deployed as a Hyper-V Linux solution.
A hardware requirement is that CPU Virtualization / Virtualization Technology is enabled in the host
Windows Server BIOS. The available virtualization settings vary by hardware provider and BIOS version. Read
your hardware provider's documents covering virtualization support to determine which settings to
configure. This is commonly found in BIOS System Settings -> Processor settings.
Refer to document AACC Overview and Specification for additional information on Hardware requirements.
Recommended Network Adapter

The following RSS capable Gigabit Network adapter has been tested successfully with Single Server
deployments – Intel(R) Gigabit 4P I350-t Adapter
Page 12
Release Notes
OPERATING SYSTEM & VIRTUALIZATION
Operating System Information

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 )
• Windows Server 2016 Standard with Desktop Experience
• Windows Server 2016 Standard Datacenter ( 64-bit Edition )
• Windows Server 2019 Standard
• Windows Server 2019 Datacenter
This release no longer supports the Avaya Aura Media Server (AAMS) installed co-resident with ACCS on a
Windows Server platform. A single box solution where ACCS and AAMS are running on the same physical
server is achieved by deploying the AAMS OVA as a virtual server on the Windows Server with Hyper-V
manager. This is applied in both fresh installations and upgrades.
AAMS is supported on Red Hat Enterprise Linux (RHEL) 7.x 64-bit OS. It is not supported 32-bit RHEL. It is not
supported on any other version of Linux.
Windows Server 2019 is supported starting from 7.1.2 Post GA Patch Bundle (Feb 2022). Patch Bundle
contains a number of critical compatibility fixes and must be applied on all Windows Server 2019 ACCS
installations. The Server OS guidelines listed in the ACCS 7.1.2 Overview & Specification apply to Windows
Server 2019 also.
Microsoft Windows Server Updates

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.
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.
Windows Server 2012 R2

Currently, please do not install KB4340558 (specifically sub component KB4338419) or KB4340006
(specifically sub component KB4338605) on your Avaya Contact Center Select Server. Refer to Avaya Aura®
Contact Center Security Hotfixes and Compatibility listing for updates relating to KB4340558 or KB4340006.
Additionally, install all required Microsoft Operating System update listed in the
section of this document.
Windows Server 2016 with Desktop Experience

Please apply all available Microsoft hotfixes as per the Avaya Contact Center Select Security Hotfixes and
Compatibility listing
Important: Windows 7 and 8.1 have passed final Extended Security Update Year 3 as of
Jan 2023, so they are not supported by AACC 7.1.2.1.
Page 13
Release Notes
Red Hat Enterprise Linux Updates

AAMS is only supported on Red Hat Enterprise Linux (RHEL) 7.x 64-bit servers.
For an AAMS installed on a customer installed RHEL 7.x 64-bit server, it is mandatory to register the RHEL OS
with Red Hat Networks (RHN) and to apply all the latest updates. AAMS is tested regularly against all the
latest RHEL updates.
The AAMS VMWare OVA Hyper-V installation ships with the most recent RHEL security updates as of GA.
Avaya supplied RHEL updates as an AAMS System Update ISO file that is uploaded and applied using AAMS
Element Manager. AAMS System updates are released as part of a Service Pack release. The OVA or Hyper-V
AAMS do not need to register with Red Hat Networks.
CentOS Linux Updates

The Workspaces VMWare OVA and Hyper-V installations ship with the all the most recent CentOS security
updates as of GA.
Before conducting a yum update of any new CentOS packages you must confirm whether any CentOS
package updates are excluded, and not to be installed, by checking the Avaya Aura® Contact Center Security
Hotfixes and Compatibility listing – published every month on support.avaya.com.
VMware Horizon View VDI

Avaya Agent Desktop and Workspaces supports the following VDI infrastructure:
• VMware vCenter, Release 5.0 or later

• VMware Horizon View, Release 5.2 or later
• VMware Horizon View Client for Windows, Release 5.2 or later.
Citrix VDI
Agent Desktop and Workspaces is supported only with the following versions of Citrix server:
• Citrix XenApp 6.5

• Citrix ZenApp and XenDesktop 7.x
• Citrix Virtual Apps and Desktops 7.x
Page 14
Release Notes
Microsoft Operating System Updates

The section outlines additional Microsoft Updates that must be applied to your system. Click on the link
below to bring you directly to the KB article on the update.
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
KB3101694 "0x000000D1" Stop error in Pacer.sys when there's heavy QoS traffic in
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
KB4517298 Addresses an issue in which the following may stop responding and you
may receive the error, "Invalid procedure call”:
- Applications that were made using Visual Basic 6 (VB6).
- Macros that use Visual Basic for Applications (VBA).
- Scripts or apps that use Visual Basic Scripting Edition (VBScript).
Page 15
Release Notes
Update Summary
Windows Management - Windows Management Framework 5.1 includes updates to
Framework 5.1 Windows PowerShell, Windows PowerShell Desired State
Configuration (DSC), Windows Remote Management (WinRM),
Windows Management Instrumentation (WMI). Release notes:
https://go.microsoft.com/fwlink/?linkid=839460
- Download URL: https://www.microsoft.com/en-
us/download/details.aspx?id=54616

Install the latest updates available as per the recommendations in the Avaya Contact Center Select Security
Hotfixes and Compatibility listing.
Update ID Summary
KB4512495 Updates an issue with downloading copyrighted digital media (music, TV
shows, movies, and so on) from certain websites using Microsoft Edge
and Internet Explorer.
Updates an issue that causes File Explorer to intermittently stop
working.
Page 16
Release Notes
Edge Support
Element Manager and CCMA require that Edge be configured to run the web sites in “Compatibility Mode”.
Microsoft support indicates that some websites might not display correctly in Edge. For example, portions of
a webpage might be missing, information in a table might be in the wrong locations, or colors and text might
be incorrect. Some webpages might not display at all.
If a portion of the webpage doesn't display correctly, try one or more of the following procedures:
Note: IE Compatibility Mode must be enabled on Edge.
To turn on Compatibility View please refer to the document “Deploying Avaya Contact Center Select
Software Appliance dated April 2022.
Follow the instructions in Chapter 17: Customizing the solution under “Internet Explorer mode and
Compatibility View configuration on the domain server”.
The Avaya Agent Desktop (AAD) uses the Microsoft Edge browser as a rendering engine to display web
content. To display sites that are compatible only with Internet Explorer, you must enable IE mode for Agent
Desktop using new functionality in Contact Center Multimedia Administration.
CCMA Support with Edge in IE mode

For all guides and Edge configuration steps, please refer to Avaya Aura® Contact Center Client
Administration document, part "Accessing CCMA using Microsoft Edge with Internet Explorer mode" (page
31 – Configure local PCs) or “Internet Explorer mode and Compatibility View configuration on the domain
server” (page 35 – Configure domain server for PCs).
The important note is you can disable Internet Explorer 11 browser but cannot remove the Internet Explorer
11 browser from your computer (Windows 10) or your server (Windows 2012, Windows 2016 and Windows
2019) as the IE engine is used by IE mode, otherwise Microsoft Edge cannot launch CCMA.
Windows 11 Pro does not have Internet Explorer 11 browser. It has Microsoft Edge browser only so users
need to configure Microsoft Edge with Internet Explorer mode for CCMA.
Microsoft .NET Framework Support

Avaya Contact Center Select 7.1.1.0 is not dependent on a specific version of Microsoft .NET Framework.
This release supports Microsoft .NET Framework 4.6.2 through 4.7.x
Windows 11 Pro Support Only

Windows 11 Pro is supported starting from 7.1.2.1 Post GA Patch Bundle (March 2023) for Avaya Agent
Desktop and Contact Center Manager Administration. The Windows 10 OS guidelines listed in the AACC 7.1.2
Overview & Specification apply to Windows 11 Pro also.
VMware Support
Avaya Contact Center Select 7.1.1.0 supports VMware vSphere 6.5, 6.7 and 7.0.
Page 17
Release Notes
ESXi/vCenter 6.5 Limitations

Deploying OVA’s to an ESXi 6.5 host using the desktop vSphere Client is not supported by VMware and the
vSphere Web Client or Host Client must be used instead. It is recommended that you use vSphere Web
Client (https://FQDN-or-IP-Address-of-VC/vsphere–client) when deploying new OVA’s since there are known
issues with the Host Client (https://FQDN-or-IP-Address-of-ESXi-host/UI).
The following issues exist when using the Host Client to deploy OVA:
• During deployment you are not prompted to select a profile. To work around this, you will need to
manually edit the VM Virtual Hardware settings before powering the VM on.
• Properties specified when deploying OVA are ignored and they must be re-entered during the first
boot process. Drop-down lists are not provided, and property defaults are not populated.
Page 18
Release Notes
DEPLOYMENT & CONFIGURATION INFORMATION

Pre-Installation Considerations
Windows Firewall Service

Windows Firewall service have to be started and enabled on automatic startup before installation or
upgrade of 7.1.2.1 release started. You can turn off and disable Windows Firewall Service after successful
installation. In case of using own firewall software please configure with Port Matrix accordingly.
Tools for extracting software

It is advised that you utilize the latest versions of your preferred tools for unpacking the Avaya Contact
Center Select software.
Important - Default Out-of-Box Certificate Removal
Removal of Default Out-of-box Certificates
Default out-of-box certificates will be removed during the installation of the Contact Center 7.1.x.x Release.
Custom certificates must be applied to your system before upgrade begins, or after upgrade completion,
using the Security Manager application.
Failure to create custom security certificates prior to or after the upgrade to 7.1.x.x will result in the loss of
functionality, specifically the TAPID link to IPO on Avaya Contact Center Select (if IPO has not been
configured to accept TCP connections).
As well as the loss of functionality any previously secure connections will now not be secure until custom
security certificates are put in place.
Removal of default certificates from the Contact Center server will result in additional configuration on other
services that make up the solution, such as IPO, as they will have to be setup to accept the new custom
certificates.
Disable Windows Automatic Maintenance

Windows Server 2012 R2and 2016 provides a centralized mechanism for maintaining the operating system.
This feature is called Automatic Maintenance and is used to carry out tasks such as hard disk
defragmentation and application of Microsoft Windows updates among others.
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.
To disable Automatic Maintenance:

1. Start – Run ‘Taskschd.msc’
2. In the Task Scheduler Library browse to Microsoft – Windows – TaskScheduler
3. Select the Idle Maintenance task, right-click and choose ‘Disable’
4. Select the Regular Maintenance task, right-click and choose ‘Disable’
Page 19
Release Notes
5. Alternatively, modify the properties of the Regular Maintenance task and ensure it is not set to run
during your installation maintenance window.
After installation is complete you may re-enable Automatic Maintenance

To enable Automatic Maintenance:
1. Start – Run ‘Taskschd.msc’
2. In the Task Scheduler Library browse to Microsoft – Windows – TaskScheduler
3. Select the Idle Maintenance task, right-click and choose ‘Enable’
4. Select the Regular Maintenance task, right-click and choose ‘Enable’
Disable Windows Updates

Windows Server 2012
The download and installation of Windows Updates, during the installation and configuration of Contact
Center software, can severely impact the fresh install and upgrade processes.
Microsoft Updates must be disabled before the Contact Center installation and configuration phase,
however only after all applicable windows updates have been applied.
To disable Microsoft Updates:
1. Launch the Windows Control Panel
2. Click System and Security
3. Click Windows Update
4. Click Change settings
5. In the available drop down, choose the option to Never check for updates (not recommended)

The download and installation of Windows Updates, during the installation and configuration of Contact
Center software, can severely impact the fresh install and upgrade processes.
Microsoft Updates must be disabled during the Contact Center installation and configuration phase.
To disable Microsoft Updates:
1. Start – Run gpedit.msc
2. Browse to Computer Configuration \ Administrative Updates \ Windows Components \ Windows
Update
3. Locate the Configure Automatic Updates setting
4. Note the current setting so that it can be reverted to later
5. Double-click on Configure Automatic Updates and select the Disabled radio button option
6. Click Apply
7. Click OK
8. Exit gpedit.msc
After installation and configuration of Contact Center software is complete, you may revert this setting to its
original value.
Page 20
Release Notes
Voice & Multimedia Contact Server with Avaya Aura Media Server
Avaya Contact Center Select no longer supports the Avaya Aura Media Server (AAMS) installed co-resident
with ACCS on a Windows Server platform. This release achieves a single box solution where ACCS and AMS
are running on the same physical server by deploying the AAMS OVA as a virtual server on the Windows
Server 2012 or 2016 Hyper-V Manager. This is applied in both fresh installations and upgrades scenarios.
Hardware considerations:
• CPU Virtualization / Virtualization Technology must be enabled in the host Windows Server BIOS.
The available virtualization settings vary by hardware provider and BIOS version. Read your
hardware provider's documents covering virtualization support to determine which settings to
configure. This is commonly found in BIOS System Settings -> Processor settings
• The Hyper-V deployment of Linux AAMS 8.0/10.1 is only supported on physical mid-range to high-
end servers as defined in Avaya Aura Contact Select Solution Description document. Lab & site
deployments must adhere to the minimum RAM requirements
Software considerations:
• As in previous releases, you cannot deploy a Voice and Multimedia Contact Server with AAMS in a
virtual environment. This will be blocked by the Universal Installer and Avaya Release Pack Installer
applications
• The AAMS should be upgraded or patched following the AAMS procedures for virtual deployments
as outlined in product documentation. For ACCS 7.0.3 and later releases, the co-resident Linux based
AAMS Hyper-V image will not be upgraded or downgraded using the Avaya Release Pack Installer.
• If upgrading from ACCS 7.0.2 or earlier, it is necessary to manually backup the AAMS database
BEFORE upgrading the ACCS and restore the AAMS database post upgrade to ensure that all media
files are preserved. Detailed steps are documented in the Backing up the Avaya Aura® Media Server
database and Restoring the Avaya Aura® Media Server database sections of the Upgrading and
patching Avaya Contact Center Select user guide.
Orchestration Designer Scripts

Before upgrading you must ensure that all scripts are validated and compile successfully in Orchestration
Designer. Default scripts are given as example and must be changed as per customer needs.
Page 21
Release Notes
Installation
New Installations
Update Manager is missing CCMS patches after fresh installation. Please review known issue
section for CC-25452.
Install-time Patching
Install-time patching is mandatory for Avaya Contact Center Select software deployments using the provided
DVD media.
Reboot required before Ignition Wizard

After the Universal installer has completed, a reboot is required before launching the Ignition Wizard. If a
reboot prompt is not displayed, please reboot the system anyway before launching the Ignition Wizard.
Failure to do so may result in an Ignition Wizard failure.
Mandatory Execution of Ignition Wizard – Patch Deployments

After deployment of the ACCS software using the DVD installer, if the Ignition Wizard process is deferred, it
will not be possible to install Patches (DPs) either via Update Manager or manually (double-clicking on the
installer file). Successful execution of the Ignition Wizard prior to applying Patches to the system is
mandatory.
This does not affect the removal or reinstallation of ACCS Release Packs, only ACCS Patches (DPs).
System Backup after Ignition (IMPORTANT)

A full ACCS backup must be taken after the ignition process has completed and before the system is
commissioned or used.
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.
Security configuration during Ignition Wizard (IMPORTANT)

During the import of P7 chained certificate, Ignition Wizard may display the message "Import of the security
certificate has failed". In this case, skip the security configuration step and after Ignition Wizard finishes and
the server restarts, use Security Manager.
Please also see Known Issues (Installation) section for more details.
Page 22
Release Notes
Upgrades
Direct upgrades from 7.0.0.0 and 7.0.0.1 to 7.1.x.x are not supported. You must first
upgrade to 7.0.1.x before upgrading to 7.1.x.x
If you applied a license file on 7.1.1.0 release manually, then

AvayaCC_CCLM_7.1.1.0.4.5_Patch must be installed prior to upgrade. Otherwise, license
file will be lost during upgrade. You will have to re-apply the license manually after the
upgrade is completed.
Avaya Release Pack Installer

A new application is provided within the Avaya Contact Center Select Release Pack bundle called the Avaya
Release Pack Installer (RPI). This application provides an automated method of updating existing Avaya
Contact Center Select 7.x software and must be used when upgrading to this software release.
The application will perform the following actions

1. remove all installed ACCS 7.x.x.x Product Updates (Feature Pack/Service Packs and Patches)
2. remove all unwanted ACCS Third Party software
3. install required Third Party Software for the release
4. install the latest ACCS software from within the release pack bundle
5. install GA Patches from any available GA Patch bundle
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.
Reboot Prompts
Before running the Avaya Release Pack Installer application, if the operating system or other installed
software display prompts for a reboot, please reboot your system.
If additional reboots are required during execution of the Avaya Release Pack Installer application, a prompt
will be displayed to the user.
All reboot prompts should be actioned – failure to reboot when requested will adversely affect the
installation of software.
Limited Patch Installation

The Avaya Release Pack Installer application does not support the installation of limited patches. To deploy
limited patches the Update Manager application must be used.
Note: If upgrading, the Avaya Contact Center Select Update Manager application resident on the system will
fail to install the ACCS 7.1.x.x Release Pack software. This is due to third party software changes between
ACCS 7.0.x.x and ACCS 7.1.x.x
Note: It is not possible to install Generally Available patch (DP) content until the Ignition Wizard has been
run successfully.
Page 23
Release Notes
Update Manager
Use the Contact Center Update Manager to view the patches currently on a Contact Center server. You can
use Update Manager to install and uninstall patch bundles in the correct order.
You must install patches for each server application in order of patch number, for example; 01, 02, 03.
You cannot use Update Manager to install Release Packs, Feature Packs, or Service Packs; you must use the
Contact Center Release Pack Installer (ARPI).
Update Configurator
A new application is provided within the Avaya Contact Center Select Release Pack bundle called the Update
Configurator. This application provides an automated mechanism to deploy and configure the Linux Hyper-V
AAMS upgrade and the Avaya Contact Center Select Workspaces Cluster. This application will launch
automatically after the Avaya Release Pack Installer reboot has completed.
Page 24
Release Notes
Downgrades
Important: Direct downgrades from 7.1.x.x to 7.0.0.0 or 7.0.0.1 are not supported.
You must downgrade from 7.1.x.x to 7.0.1.x first, before downgrading to 7.0.0.x
If local WebLM is used then turn off security using Security Manager before
downgrade to 7.0.x. Security can be re-enabled after downgrade is finished.
Avaya Release Pack Installer

To downgrade to an earlier 7.0.3.x, 7.0.2.x, 7.0.1.x, or 7.1.0.x release, you must use the Avaya Release Pack
Installer which accompanies that target release.
E.g. if the downgrade target is release 7.0.1.1, you must download the complete 7.0.1.1 release bundle from
the support site.
Instructions:
Refer to the Release Notes for the target Release for downgrade instructions.
High Availability Maintenance Utility
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 and completed 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:
D:\Avaya\Contact Center\Common Components\HighAvailabilityMaintenance\HAMaintenance.exe
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.
Page 25
Release Notes
Avaya Aura Media Server

For co-resident Voice and Multimedia Contact Center with AAMS it is not possible to downgrade the Linux
Hyper-V AAMS once it has been deployed and configured. The newly upgraded Hyper-V AAMS 8.0 can be
maintained and is supported with ACCS 7.0.2 onwards.
Support for 1500 applications (scripts) in ACCS/AACC

The downgrade will not support systems having greater than 1000 active scripts. After the downgrade, TFE
will be explicitly limited 1000 active scripts, and the database will contain more than 1000 active scripts. The
customers who downgrade will need to reduce their active scripts back to 1000 before downgrade to 7.1.0.x
or earlier releases.
Page 26
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.
Multimedia Prerequisites for server migration

This is only applicable to users migrating to new servers and keeping the same server names:
In this scenario users must select the same Multimedia Database Drive during the ACCS 7.0 install as
contained in Backup. If post install, users migrate a database backup from a previous version of AACS and
the Multimedia Database drive defined in the backup does not match the Multimedia Database drive
selected during the 7.0 install users will be unable to open attachments that were restored from the backup.
Server Utility - Users.

All customer created desktop users in Contact Center Server Utility have their passwords reset during the
upgrade. To update the passwords to the correct values, use Contact Center Server Utility to delete and
recreate all of the customer created users.
Avaya Aura Media Server

Avaya Aura Media Server Configuration
The following configuration must be carried out on all AAMS servers (VMWare OVA and Hyper-V).
1. Launch AAMS Element Manager and browse to System Configuration >> Network Settings >> General
Settings >> Connection Security
2. Un-tick “Verify Host Name” setting and hit the “Save” button followed by “Confirm”.
3. If using TLS SRTP media security then skip to step 6.
4. Browse to System Configuration >> Network Settings >> General Settings >> SOAP
5. Add ACCS IP Address into SOAP Trusted Nodes.
6. Hit the “Save” button followed by “Confirm”
7. Browse to System Configuration >> Signalling Protocols >> SIP >> Nodes and Routes
8. Add ACCs IP Address into SIP Trusted Nodes.
9. Ensure that AAMS can resolve both the hostname and Fully Qualified Domain Name (FQDN) of the CCMA
server by pinging the CCMA hostname and FQDN from the AAMS.
• Name resolution can be achieved either by using a DNS server or editing the hosts file on
the AAMS.
• The AAMS OVA and Hyper-V deployments do not allow root ssh access, so the ability to
edit the hosts file is provided in Element Manager:
• On EM navigate to System Configuration > Network Settings > Name Resolution
and enter the hostname and FQDN name resolution of the CCMA server.
• On PVI AAMS running on customer supplied Red Hat servers, EM does not provide Name
Resolution functionality. Host and FQDN resolution need to be added to /etc/hosts file on
Red Hat server.
Avaya Aura Media Server - Upgrade - License

If the AAMS Element Manager -> Element Status is displaying "Media Server instance is not licensed" then
the following configuration steps must be carried out to update the AAMS license:
1. On ACCS launch SCMU and navigate to LM tab
Page 27
Release Notes
2. Shut down License Manager

3. Start License Manager
Avaya Aura Media Server - Upgrade - Service Status

If the AAMS Element Manager -> Element Status -> Service Status is displaying Stopped state, and it is not
possible to Start AAMS via Element Manager then the following configuration steps must be carried out to
update the Service Status:
1. Open an SSH session to the AAMS e.g. using putty
2. Login with cust and <custpw> entered during configuration.
3. At the prompt enter 'reboot' and 'y' to confirm
4. Allow time for the AAMS to restart and verify the state is Started in Element Manager -> Element Status -
> Service Status
Supporting Powered by Avaya Deployment

A new licensing capability is introduced in ACCS 7.0.3.0 to support ACCS deployment in a Powered by Avaya
cloud environment. Powered by Avaya licenses are temporary and expire after 14 days. The licenses are
automatically renewed 3 days before the licenses expire. The new licensing capability provides the
mechanism to force ACCS License Manager to load the renewed licenses.
A new configuration field is introduced to the configuration tab of License Manager Configuration Tool. The
Reload Before Expiry (Hours) field defines when the license reload will occur. The new configuration field is
present for all deployments. The default value in the field is zero. The zero value indicates that the reload is
not enabled. To enable the capability, the value in the field must be greater than zero. As licenses are
renewed 72 hours before expiry, an appropriate value will be less than 72 hours.
WebLM
WebLM provides Contact Center licensing in an ACCS deployment. A WebLM instance is available as part of
ACCS. This instance is called Local WebLM. Alternatively, an independent WebLM can be deployed using
the WebLM OVA. The independent WebLM is called Remote WebLM. Local WebLM and Remote WebLM
are supported on all ACCS deployment platforms and all ACCS deployment configurations.
WebLM generate a unique ID to identify the WebLM instance. The ID is called Host ID. The Host ID is used
to lock a license file to the customer deployment. The Host ID is generated by WebLM and is published as a
server property in the Web License Manager web application. For Local WebLM, the web application can be
accessed from https://localhost:8444/WebLM. For Remote WebLM, the web application can be accessed
from https://[HOST]:52233/WebLM.
The Host ID generated by WebLM for a virtualized deployment is a function of the IP address and the
VMware UUID. To guarantee a constant Host ID is generated by WebLM in Business Continuity
deployments, configure the managed IP address lower than both the active and standby IP addresses.
Managed IP address configuration is effected using the Business Continuity configuration utility.
EWC – Server name change procedure: Steps when removing CCMM patches
This section is only applicable to systems running Enterprise Web Chat (EWC). EWC is a licensed feature
introduced in ACCS 7.1.0.0 offering an alternative to the traditionally available Web Communications. EWC
uses a new chat engine and because of this additional steps are required when performing a server name
change on the CCMM server with EWC installed. These steps are fully documented in the Administering
ACCS document. In the event that CCMM patches are removed from the CCMM server after a server name
change operation has occurred, it will be necessary to reapply the EWC specific name change steps again.
These steps are outlined below and should be run after CCMM patches have been removed/re-applied.
Before you begin
Page 28
Release Notes
Shut down the CCMM services using SCMU.

Procedure
1. Log on to the Multimedia Contact Server
2. Right-click Start.
3. Select Run.
4. Type cmd.
5. Click OK.
6. In the command line window, enter
CD D:\Avaya\Contact Center\EnterpriseWebChat\eJabberd
7. Enter update_hostname.bat <CCMM_servername> where <CCMM_servername> is
the new Multimedia Contact Server name.
8. Restart the CCMM server to apply changes
9. Ensure CCMM services have started OR use SCMU to start CCMM services.
Disable IIS Rapid-Fail Protection for CCMA_DefaultAppPool to avoid intermittent

w3wp.exe crashes
When IIS Rapid-Fail Protection is enabled for CCMA_DefaultAppPool it may lead to intermittent w3wp.exe
crashes. To protect against this issue perform the following steps
1. On AACC server, please open Internet Information Server (IIS) Manager application
2. Click Application Pools then right click on CCMA_DefaultAppPool then select Advanced Settings…
3. Go to Rapid-Fail Protection then select False for Enabled then click OK button.
4. Perform iisreset command from a Windows cmd
WORKSPACES ON AVAYA CONTACT CENTER SELECT

Deployment
This release makes the Workspaces feature available on Avaya Contact Center Select. Workspaces on ACCS is
deployed as a Kubernetes single node cluster in virtual deployments, and as a multi node cluster in physical
deployments.
Important: At least 1 NTP server is required (maximum 3) starts from 7.1.2.1 release for
time and date synchronization at Workspaces Nodes.
Workspaces can be deployed in the following environments:

1. Physical machine; Hyper-V Workspaces cluster co-resident with Contact Center software
2. Virtual deployment; VMWare hosted Workspaces cluster
Physical Machine Deployments

Physical Pre-Install Checks
• Microsoft Updates
o All applicable MS Updates must be applied to the Contact Center system before installation
of Contact Center software.
Both the download and install of MS Updates must be turned off for the duration of the
Page 29
Release Notes
Contact Center installation and configuration phases
• Additional Hard Drive/Partition

o For Workspaces deployments, additional disk space is required as defined in AACC Overview
and Specification document available on support.avaya.com
o The additional disk space must be accessible via a single drive letter e.g. W:
o During deployment, users will be prompted to choose a drive which will be used for the
storage of cluster data
o This drive will be used to store cluster data in Network File System (NFS) shared folders
• Workspaces Cluster Provisioning

o For physical deployments, all required Workspaces machines will be created automatically
during the configuration phase
Note: Avaya Workspaces HA supplementary server must have Hyper-V feature enabled prior
running installation if Hyper-V would be used as virtualization.
• IP Addressing
o IP addresses must be supplied during Workspaces configuration
o IP addresses provided must not already be allocated to existing systems on the network
o All cluster IP addresses must reside within the same subnet as the Contact Center server
o It is expected that the Subnet Mask IP is 255.255.255.0 or 255.255.255.192 and Gateway IP
Subnet matches the user entered IPs e.g. GW 192.168.10.xxx and user entered IPs
192.168.10.xxx
o Workspaces Cluster IP is the same as Master IP address for Single-Node deployment type
Fresh Install
1. Review section Physical Pre-Install Checks above
2. Review the additional disk space requirement as defined in AACC Overview and Specification
3. Download the AACC 7.1.2.1 DVD and verify checksum
4. Download the AACC 7.1.2.1 Release Bundle and verify checksum
5. Extract all downloaded content locally
6. Launch the Universal Installer application from the DVD
7. To deploy Workspaces, choose the option to configure Workspaces
8. Progress through the Universal Installer application providing required input (Release Bundle
location, drive selections etc.)
9. Reboot system if/when prompted
10. After reboot, configure the system using the Ignition Wizard application
11. Complete required Ignition Wizard fields providing appropriate input on the Workspaces tab
12. Reboot system after Ignition Wizard completion
Upgrades
1. Download the ACCS 7.1.2.1 Release Bundle and verify checksum
3. From the extracted Release Bundle content, launch the Avaya Release Pack Installer application to
upgrade Contact Center and Third Party software
4. Also, while running the Avaya Release Pack Installer, if not selected by default choose the option to
install Workspaces, providing the required input (if not already selected)
5. Also, while running the Avaya Release Pack Installer, install all 7.1.2.1 GA patch bundles available
Page 30
Release Notes
6. Reboot system when prompted

7. Perform post deployment configuration as detailed in section ‘Post-Deployment’ and ‘Post-
Installation Configuration’ sections below.
Maintenance – Fresh install

If it is necessary to repair a Workspaces fresh install the Ignition Wizard application can be re-run. For
physical deployments the Ignition Wizard will remove and re-deploy the required Hyper-V virtual switch and
virtual machines:
1. Launch the Ignition Wizard by double clicking the desktop shortcut
2. Enter the required data and follow the onscreen instructions
Maintenance - Upgrades
If it is necessary to repair a Workspaces upgrade following script failure the Update Configurator application
can be re-run. For physical deployments the Update Configurator will remove and re-deploy the required
Hyper-V virtual switch and virtual machines:
1. Launch the Update Configurator by double clicking D:\Avaya\Contact Center\Update
Configurator\Update Configurator.exe
Uninstall
Follow these steps to uninstall the product:

1. Remove all installed patches via Update Manager
2. Go to C:\Program Files (x86)\Avaya\UniversalInstaller
3. Run UniversalInstaller.exe
Page 31
Release Notes
Virtual Environment Deployments

Virtual Pre-Install Checks
• Microsoft Updates
o All applicable MS Updates must be applied to the Contact Center system before installation
of Contact Center software.
Both the download and install of MS Updates must be turned off for the duration of the
Contact Center installation and configuration phases
• Workspaces Cluster Provisioning

o For virtual deployments, users must manually deploy a single system using the provided
OVA, prior to installation or upgrade of Contact Center
o Important: if performing an upgrade from a previously configured Workspaces installation,

you must deploy a new cluster machine using the OVA which is shipped with this release.
The machine created from the OVA of the previous release cannot be re-used and should be
removed.
• IP Addressing
o IP addresses must be supplied during Workspaces configuration
o During creation of the VMWare cluster machine via the provided OVA, the Workspaces
node/machine must be allocated an IP address and readily accessible on the network
o All Workspaces cluster IP addresses must reside within the same subnet as the Contact
Center server
o It is expected that the Subnet Mask IP is 255.255.255.0 and Gateway IP Subnet matches the
user entered IPs e.g. GW 192.168.10.xxx and user entered IPs 192.168.10.xxx
Pre-Installation Steps
1. Review section Virtual Pre-Install Checks above
2. Manually Deploy Cluster Machine using provided Workspaces OVA
• Using you preferred VMWare client (vCenter/ESXi Web Client) deploy the Workspaces OVA
• As a suggestion (you may choose whatever name you prefer) name the created virtual machine
as wsk8master
• During deployment of the OVA, ensure the 1TB disk of each virtual machine is configured as thin
• DISABLE guest time synchronization for virtual machine in "VM Options/VMware tools" settings
• Turn on CPU and Memory reservation for Workspaces VMs according to specification:
3. Manually Configure the OVA onto the Network

• Log into the deployed virtual machine with username root and password root01
• Using the following command, open the CentOS network config script:
vi /etc/sysconfig/network-scripts/ifcfg-ens192
• Select the <Insert> key on the keyboard to enter edit mode
Page 32
Release Notes
• Add/modify the IPADDR, GATEWAY, NETMASK & DNS entries as required.
• To save changes select the Esc key then type :wq! followed by Enter
• To exit without saving, select the Esc key then type q! followed by Enter
• A restart of the network service is required to enable the changes. Enter the following
command: systemctl restart network
4. Ensure the wsk8master VM is in a running state and pingable, via IP address, from the Contact Center
Windows server
Fresh Install
1. Download the AACC 7.1.2.1 DVD and verify checksum
4. Launch the Universal Installer application from the DVD
5. To deploy Workspaces, choose the option to configure Workspaces
6. Progress through the Universal Installer application providing required input (Release Bundle
location, drive selections etc.)
7. Reboot system if/when prompted
8. After reboot, configure the system using the Ignition Wizard application
9. Complete required Ignition Wizard fields providing appropriate input on the Workspaces tab
10. Reboot system after Ignition Wizard completion
Upgrades
2. Extract the downloaded content locally
3. From the extracted Release Bundle content, launch the Avaya Release Pack Installer application to
upgrade Contact Center and Third Party software
4. Also, while running the Avaya Release Pack Installer, choose the option to install Workspaces,
providing the required input
5. Also, while running the Avaya Release Pack Installer, install all 7.1.2.1 GA patch bundles available
6. Reboot system when prompted
7. Perform any post deployment configuration as detailed in section ‘Post-Deployment’ and ‘Post-
Installation Configuration’ sections below.
8. Optional - remove Workspaces cluster drive (e.g. W:\) on Contact Center server.
This drive is no longer required from 7.1.0.3 Workspaces deployments in virtual environments.
Page 33
Release Notes
Maintenance – Fresh install

If it is necessary to repair a Workspaces fresh install the Ignition Wizard application can be re-run.
Important: The Workspaces OVAs must be re-deployed and configured on the network
before the Ignition Wizard is re-run.
1. Launch the Ignition Wizard by double clicking the desktop shortcut

Maintenance - Upgrades
If it is necessary to repair a Workspaces upgrade following script failure the Update Configurator application
can be re-run.
Important: The Workspaces OVAs must be re-deployed and configured on the network
before Update Configurator is re-run.
1. Launch the Update Configurator by double clicking D:\Avaya\Contact Center\Update

Configurator\Update Configurator.exe
Uninstall
Uninstall process
Follow these steps to uninstall the product:
1. Remove all installed patches via Update Manager
2. Go to C:\Program Files (x86)\Avaya\UniversalInstaller
3. Run UniversalInstaller.exe
Page 34
Release Notes
Post-Deployment Configuration
Please also review the Known Issues - Workspaces on ACCS section
Workspaces Patches
After successful Workspaces deployment please install the latest Avaya Workspaces Patch at your system:
- Log on to the Active Contact Center server as Administrator.
- Extract the downloaded Avaya Workspaces Patch to a local folder from a AvayaCC_WS_7.1.2.1.*.zip
archive.
- From the WorkspacesPatchInstaller folder, launch the WorkspacesPatchInstaller.exe file.
- Enter Workspaces cluster administration password to establish SSH connection to the Workspaces cluster
and click Connect.
- Click Next.
- When the license agreement screen appears, click I ACCEPT THE LICENSE TERMS. The installation process
starts.
- When the installation finishes, click Close.
Email handling – Closed Reason Code

Email reply will not send if a closed reason code was never created on the AACC/ACCS system.
Check if Closed reason Code exists
1. Run CCMM Administration
2. Check under Agent Desktop Configuration -> Resources → Closed Reason Codes
3. If no Closed Reason code exists then create one
Workspaces and Domain Server

NOTE: Workspaces Agents must be Domain users
Add the Workspaces and Workspaces Domain servers to the CCMM admin
• Launch CCMA and select multimedia.
• Launch the CCMM admin
• Navigate to Workspaces Configuration
• Add "Workspaces server IP" using the Cluster IP
• Add "Domain Server IP"
• Leave the ports as the default
Workspaces operating with Security ON
Similar to existing clients, if your ACCS is operating with Security ON you must copy the root certificate from each
CA to all Workspaces clients in your contact center. Note: Enterprise Web Chat will not operate on Workspaces if
required root certificate is not present.
Page 35
Release Notes
Re-applying Agent Security settings after ACCS upgrade
Agent Security certificate and key are not pushed to Workspaces nodes at deployment time. If you use Agent
Security, you must re-apply Agent Security settings after you have upgraded ACCS to 7.1.2 and deployed a
new Workspaces cluster.
1. Open CCMM Administraton, go to Workspaces – General Settings.
2. Uncheck the Enable Agent Security checkbox, and click Save.
3. Wait for 5 minutes for the new Agent Security settings to propagate.
4. Check the Enable Agent Security checkbox, enter the Hostname, load the certificate, load the key,
and click Save.
5. Wait for 5 minutes for the new Agent Security settings to propagate.
Launching Workspaces
The workspaces interface will be accessible using http or https from:

http://<CLUSTER_VIRTUAL_IP>:31380/services/UnifiedAgentController/workspaces/
http://<FQDN>:31380/services/UnifiedAgentController/workspaces/
https://<CLUSTER_VIRTUAL_IP>:31390/services/UnifiedAgentController/workspaces/
https://<FQDN>:31390/services/UnifiedAgentController/workspaces/
Note:
• HTTPS support will require security configuration as documented in section Enabling Agent Security
for Avaya IX Workspaces in the ACCS Advanced Administration guides. The certificate should be
created with the FQDN or Cluster Virtual IP Address that will be used in the launch URL.
• The port number changes to 31390 for HTTPS.
• An FQDN can be used if a DNS server is setup with Hostname mapped to the Cluster Virtual IP
Address.
Workspaces with ACCS Business Continuity

Avaya Workspaces supports Avaya Contact Center Select Business Continuity for fault tolerant and resilient
contact center solutions. To configure Workspaces with Business Continuity, you install and configure
Workspaces separately on both ACCS servers to provide two independent Workspaces clusters.
Please refer to the customer documentation for further details.
Workspaces Troubleshooting
There may be a requirement to restart a Workspaces Cluster node or container in the event of a failure
scenario. Detailed procedures are provided in this section. However, restart procedures should only be
executed where it’s clear that this is the appropriate recovery action.
How to restart a Workspaces cluster
Virtual Environment Deployment
• Login to vCenter
• Power down the master node in Workspaces Single Node Cluster
• Power up the master node
Page 36
Release Notes
• Login to the master node and run the command “kubectl get nodes”
• Verify that the master node is “ready”
Physical Server Deployment
• Login to hyperv manager

• Power down the three nodes in Workspaces Cluster (i.e master, node1 and node2)
• Power up the master node
• Login to the master node and run the command “kubectl get nodes”
• Verify that the master node is “ready”
• Power up node1 and node2
• From the master node, run the command “kubectl get nodes” and verify all nodes are “ready”
How to restart a Workspaces container in the event of a failure
• Login to the master node and run the command “kubectl get pods”
• Verify the pod name and execute “kubectl delete pod <pod name>”
• From the master node, run the command “kubectl get pods” and verify the pod has restarted

• Login to the master node and run the command “kubectl get pods”
• Verify the pod name and execute “kubectl delete pod <pod name>”
• From the master node, run the command “kubectl get pods” and verify the pod has restarted
How to collect logs for the relevant containers
You can collect the Workspaces logs via Workspaces service utility or:
• Login to the master node and run the command “kubectl logs <pod name>”
• Login to the master node and run the command “kubectl logs <pod name> -p” for previous container
logs.

• Login to the master node and run the command “kubectl logs <pod name>”
• Login to the master node and run the command “kubectl logs <pod name> -p” for previous container
logs.
Page 37
Release Notes
Web Statistics widget work on the clients without internet connection
As part of the features parity between AAAD and Workspaces, Web Statistics feature was added to
Workspaces as a separate widget. But Web statistic widget used the 'Google Charts' to render the charts and
bars and the Google library is dynamically loading from Google services on widget initialization. Google Chart
API is not permitted to work offline since it is against their Terms Of Service.
Now Web Statistics widget use another library mdbootstrap to render charts which can work offline.
As a result Web Statistics widget works as expected even on the clients that don’t have an access to internet.
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.
Migration from 6.4 to 7.x

Due to the changes made in ACCS 7.x release regarding improved security stance, migration of the ACCS 6.4
certificate store to ACCS 7.x or higher is not possible.
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
Migrating ACCS Security Store for ACCS 7.0 to 7.x.x

The following sections are applicable to migrations from 7.0 to later versions only.
Note: ACCS releases prior to 7.0.3 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.
Name of Server is important

When intending to reuse existing security certificates on a new system then the receiving system will have to
have the exact name as the donor system otherwise the security certificate will not match the underlying
server. If the security certificate and underlying server name do not match, then warnings and errors will be
presented to the user, when attempting to use this security certificate to establish a secure connection.
Note
The recommendation is that, if possible, new security certificates be generated for the new system
rather than reuse security certificates from another system.
Restoring Certificate store to a new system

If the decision to reuse the security certificates then the migration of security certificates is a manual process
and requires that the security certificate store on the server be backed up using the Security Manager
Backup feature.
Page 38
Release Notes
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.
Page 39
Release Notes
From Avaya Contact Center Select release 7.0.2 fresh installations, Out of The Box
(OTB) security store and AES specific security certificates are no longer provided.
From release 7.0.3.0 fresh installations of the solution will not provide the default security store with
default security certificates for AACC and the AES.
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 the SIP-CTI link to AES will not be
operational as it supports 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.
From Avaya Contact Center Select release 7.0.3, upgrades to 7.0.3 or higher will
remove OTB or default store if detected.
Upgrades
From 7.0.3.0, if the OTB store is being used and is on the server it will be actively removed by the installer.
From 7.0.3.0 all existing deployments will be required to have implemented custom security configuration.
Prior to upgrading to 7.0.3.0 or higher please put in place custom security certificates and security store via
the Security Manager, this is the application on the server to create a custom security store.
Page 40
Release Notes
TLS v1.2 as default level for TLS communication

Fresh installations
On fresh installations only, 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.
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”.
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.
Resetting TLSv1 Levels

For upgrades this new TLS v1.2 default setting may have an impact on any legacy applications that consume
ACCS services that cannot support this level of TLSv1. To allow backward compatibility with older releases
and applications that consume ACCS services the TLSv1 level can be lowered to reestablish functionality if
found to be incompatible with the new TLSv1 level.
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
How to change the TLSv1 levels

The new TLSv1 level settings can all be changed in the Security Manager application which can be launched
from the ACCS server.
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.
Page 41
Release Notes
Services and Applications covered by new TLSv1 setting
The three main areas where this new setting covers are
• Windows operating system

• Web Traffic
• SIP Traffic
Windows operating system

This covers all of the windows operating system and any Microsoft based applications, such as IIS for
example.
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.
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.
Lightweight/framework web application servers

Event Broker Web Service TLS v1 level can be set on the Security Manager application.
SIP and CTI Traffic

This covers all SIP and CTI traffic to and from the ACCS server. This is configurable via Security Manager
Security Configuration tab.
For non-mandatory TLS SIP connections

The servers that can make up the solution may be configured to secure their connection to the ACCS server
and so below are the compatibility tables for the different versions that may be used in the solution.
IP Office releases See Appendix C – IP Office releases TLSv1 support
Avaya Aura Media Server See Appendix C – Avaya Aura Media Server
releases and TLSv1 support
Page 42
Release Notes
Known applications and services that cannot support TLS v1.2

There are applications and services which cannot support TLS v1.2 currently and a review of these
applications and services should be made to determine the course of action prior to moving to 7.0.1. The
table below lists all known application and services that cannot support TLS v1.2
HDX / DIW connection to databases See Appendix C – HDX/DIW connection to

databases
Remote desktop See Appendix C – Remote Desktop
System Manager 7.0 See Appendix C – System Manager 7.0
Microsoft VC++ Redistributables 2008 removal

AACC/ACCS don’t depend on old Microsoft VC++ 2008 Redistributable packages anymore.
Fresh installations
On fresh installations, AACC/ACCS will not install VC++ 2008 Redistributables packages at all
Upgrades
On an upgrade where the feature pack is applied on an existing 7.1.0.x release, Microsoft VC++ 2008
Redistributables packages will NOT be uninstalled by ARPI automatically. It is expected behavior. The
customers can remove them after upgrade manually due to security constraints.
Downgrades
If Microsoft VC++ 2008 Redistributable packages are removed manually after upgrade then it will impact
subsequent downgrades to 7.1.0.x or older releases. So before downgrade the customers will need to install
Microsoft VC++ Redistributable 2008 x86 9.0.30729.6161 manually located in Release bundle package in
\ThirdPartySoftware\Microsoft VC++ Redistributables\2008 - x86 9.0.30729.6161 folder
Log4j 2.x vulnerabilities

Starting from 7.1.2 Post GA Patch Bundle (Feb 2022) the log4j 2.x has been upgraded to the version 2.17.1 to
resolve all known vulnerabilities.
Note that during an upgrade the previous versions of log4j 2.x libraries are moved to the backup folders to
support downgrades but they will not be used any longer after the upgrade.
So the vulnerabities detected by any scanners for log4j 2.x libraries located in the backup folders should be
treated as false positive.
Page 43
Release Notes
LOCALIZATION
Avaya Contact Center Select 7.1 (7.1) 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.
Overview of I18N and L10N Products & Components

Components that are used by Contact Center agents or by Contact Center supervisors performing non-
specialized functions are localized. Interfaces to support administration or specialized functions (for
example, creating routing applications) are not localized.
All ACCS 7.1 products and components support Internationalization (I18n). The following table lists all ACCS
7.1 products and components that support Localization (L10n):
ACCS 7.1 Products Component

CCT Web Agent Controls
CCT Web Agent Controls online help
CCMA Contact Center Management
CCMA Access and Partition Management
CCMA Real-Time Reporting
CCMA Historical Reporting
CCMA Configuration
CCMA Emergency Help
CCMA Outbound
CCMA Historical Report Templates
CCMA Agent Desktop Display
CCMA Online Help
CCMM AAD Client
CCMM AAD online Help
CCMM OCMT Client
CCMM OCMT online Help
Refer to Chapter 24: Language support fundamentals in the Avaya Contact Center Select Advanced
Administration guide for supported languages.
Localized Components (CCMA and CCMM)

The following table lists the compatibility between the CCMA/CCMM language patches and the operating
system language family. Only compatible languages can be enabled on the server.
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
Page 44
Release Notes
Language specific support and configuration

All languages are supported on Edge.
Language CCMA Client CCMM Client ACCS Server

Browser Language Client Windows Support Server Windows Support/
Preference Regional Options
Configuration*
French fr-FR French Windows 10 and 11 French Win 2012 R2.
Regional option default
(French)
German de-DE German Windows 10 and 11 German Win 2012 R2.
(German)
LA Spanish es-CO LA Spanish Windows 10 and 11 Spanish Win 2012 R2.
(Spanish)
Simplified zh-CN Simplified Chinese Windows 10 Simplified Chinese Win 2012
Chinese and 11 R2. Regional option default
(Simplified Chinese)
Brazilian pt-BR Brazilian Portuguese Windows Brazilian Portuguese Win
Portuguese 10 and 11 2012 R2. Regional option
default (Brazilian
Portuguese)
Russian ru-RU Russian Windows 10 and 11 Russian Win 2012 R2.
(Russian)
Italian it-IT Italian Windows 10 and 11 Italian Win 2012 R2. Regional
option default (Italian)
Japanese ja-JP Japanese Windows 10 and 11 Japanese Win 2012 R2
(Japanese)
Korean ko-KR Korean Windows 10 and 11 Korean Win 2012 R2.
(Korean)
* 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.
Page 45
Release Notes
Email Analyzer configuration

An English email analyzer (AlphanumericAnalyzer) is enabled by default for keyword analysis of English Latin-
1 character sets on the ACCS server. The email analyzer can be configured based on language specific values
specified in the following table:
Language Email Analyzer

French Change default SimpleAnalyzer to FrenchAnalyzer
German Change default SimpleAnalyzer to GermanAnalyzer
LA Spanish Change default SimpleAnalyzer to AlphanumericAnalyzer
Simplified Chinese Change default SimpleAnalyzer to ChineseAnalyzer
Brazilian Portuguese Change default SimpleAnalyzer to BrazilianAnalyzer
Russian Change default SimpleAnalyzer to RussianAnalyzer
Italian Change default SimpleAnalyzer to ItalianAnalyzer
Traditional Chinese Change default SimpleAnalyzer to ChineseAnalyzer
Japanese Change default SimpleAnalyzer to CJKAnalyzer
Korean Change default SimpleAnalyzer to CJKAnalyzer
The mailservice.properties file on the ACCS Server specifies which analyzer is enabled and lists all supported
analyzers in the comments.
This procedure can be used to enable a language specific email analyzer:

1. Stop the CCMM Email Manager service on the server.
2. Navigate to D:\Avaya\Contact Center\Multimedia Server\Server Applications\EMAIL.
3. Open mailservice.properties.
4. Change the properties of the file from read only to write available.
5. In the <box> search for the line mail.analyzer=AlphanumericAnalyzer.
6. Change mail.analyzer value to language specific value.
7. Start the CCMM Email Manager service on the server.
Email Analyzer Limitation 1 - Wildcard use (Asian) – Single Byte Routing

There is a limitation when the email analyzer is enabled for Asian languages. A problem arises when routing
with SINGLE BYTE characters in the keyword. Double byte keywords route successfully. This limitation also
applies for wildcards included in keywords.
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:
1) Create a DOUBLE byte keyword

• In the Multimedia Administrator, click the plus sign (+) next to Contact Center Multimedia, click the plus sign next
to E-mail Administration, and then double-click Keyword Groups.
• The Keyword Groups window appears.
• To create a new keyword group, click New.
• In the Name box, type a unique name for the keyword group (maximum 64 characters. This NAME must be in
English). E.g. “DoubleByteCoputa”
• In the Keyword box, type the word (in DOUBLE byte) you will be searching for.
E.g. “コプタ” Click Add.
The keyword is added to the list, and the keyword group is created. Click Save.
2) Create a Rule to route the keyword to a skillset

• Start the Rule Configuration Wizard.
Page 46
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.
Note: This is a limitation of the 3rd 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.
Page 47
Release Notes
Start Localized AAD Client

Pre-installation steps
• Ensure that Localization is enabled in CCMM Administration -> Agent Desktop Configuration -> User
Settings
• 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.
Installing the Agent Desktop Client

Install the Agent Desktop if you are launching the application for the first time or if you are launching the
application following installation of an upgrade or a patch.
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 Edge, enter the HTTP address (URL) using format:
https://<Avaya Contact Center Select servername>/agentdesktop/LANGUAGE CODE*
2. Click Launch AAD.
3. Click Install.
Starting the Agent Desktop Client

Start the Agent Desktop when you are ready to view the application.
Prerequisites
• Ensure that you install Avaya Agent Desktop.
Procedure steps
1. In Windows Explorer or Edge, enter the HTTP address (URL) using format:
https://< Avaya Contact Center Select servername>/agentdesktop/LANGUAGE CODE*
2. Click Launch AAD.
Alternative Procedure steps

1. Click Windows Start, All Programs, Avaya, Avaya Aura Agent Desktop.
The Agent Desktop toolbar appears. If a CCT Connection Failure message appears, your Windows
User ID is not configured on CCT. Click Retry to enter valid User Credentials or click Cancel to exit
the application.
* Applicable LANGUAGE CODEs to be used are:

• French = fr
• German = de
• LA Spanish = es
• Simplified Chinese = zh-cn
• Brazilian Portuguese = pt-br
• Russian = ru
• Italian = i
Page 48
Release Notes
Troubleshooting
Detecting latest Language files
In case that client runs the English AAD and OCMT applications and does not pick up the language files, then
these files are now stored in the GAC (.Net cache) on the client PC. The .Net cache (GAC) therefore, needs to
be emptied on the client PC so the latest English and language files can be taken from the server.
Note: If you install an updated Service pack or Design patch, the client still runs applications with cached
language files. The .Net cache (GAC) must be emptied, so the latest language files can be taken from the
server.
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.
Page 49
Release Notes
KNOWN ISSUES
Hardware Appliance
None
Software Appliance
None
Installation
Ignition Wizard - Fail to add the chained certificate to Ignition Wizard with error message
Tracking Number CC-22675
Application Ignition Wizard
Description Fail to add the chained certificate to Ignition Wizard with error message:
“Import of the security certificate has failed.”
Impact Security fails during configuration and CCMM services not all starting on a
fresh install
Workaround Do not set security on in Ignition Wizard. Security can be applied via the
"Security Manager" application after install has completed.
AvayaCC_CCCC_7.1.2.1.0.84 Install fails blocking upgrades and new installs of 7.1.1

Application Universal installer/ARPI
Description AvayaCC_CCCC_7.1.2.1.0.84 Install fails blocking upgrades and new
installs of 7.1.1
Impact Installation or upgrade cannot be completed.
Workaround Turn on Windows Firewall service and enable on startup.
Execute in command line with Administrator access rights:
C:\Windows\SysWOW64\netsh.exe advfirewall import
"D:\Avaya\Contact Center\System
Configuration\AACCFirewallPolicy\AACC_Firewall_Policy.wfw"
Run Universal installer or ARPI in Repair mode
Page 50
Release Notes
Customer certificates for EmailManager lost after upgrade to AACC 7.1.1.
Description The issue observed after upgrade to AACC 7.1.1 since java upgraded as
well.
During the java upgrade procedure, the old java binaries removed along
with the default java Keystore (cacerts) and replaced with a new one. All
certificates from the default java Keystore removed as well.
It affects only the EmailManager service which can keep customer
certificate into the default java Keystore (not mandatory).
All other certificates located in the AACC Keystore.
Impact EmailManager customer certificate can be lost after upgrade to 7.1.1.
Workaround Need to load EmailManager certificate to the default java key store after
upgrade to 7.1.1.
Custom E-mail manager config get overwritten during AACC/ACCS upgrade to another release
Application Email Manager
Description Custom changes in mailservice.properties(D:\Avaya\Contact
Center\Multimedia Server\Server
Applications\EMAIL\mailservice.properties) file will be lost during
AACC/ACCS upgrade to another release or during CCMM patche
installation.
Impact Some Email Manager features may not work as expected
Workaround Need to backup mailservice.properties(D:\Avaya\Contact
Center\Multimedia Server\Server
Applications\EMAIL\mailservice.properties) file before upgrade to
another release or CCMM patch installation. After upgrade/installation
custom changes should be moved to new mailservice.properties
manually. Email Manager service should be restarted.
Workspaces Agent security settings are reset on upgrade

Application Workspaces
Description Workspaces Agent Security settings in Kubernetes cluster are reset during
every upgrade or after WS HA deployment using
WorkspacesHAConfigurator. The problem is that CCMM Database
preserves only Agent Security checkbox (enabled/disabled) but not
certificate/key. As a result during upgrade, CCMM can't push security
settings to K8s cluster together with other settings.
Impact Workspaces Agent Security settings are lost after upgrade to 7.1.2.
Workaround Re-apply Agent Security settings
Update Manager is missing CCMS patch during GA patch bundle installation

Application Update Manager
Description Update Manager is missing CCMS patch during GA patch bundle
installation.
Impact CCMS patches cannot be installed.
Page 51
Release Notes
Solution 1. Install AvayaCC_CCCC_7.1.2.1.2.1_Patch.

2. Install missing CCMS patch from GA patch bundle via Update Manager.
Workaround 1. Apply CCMS base values for the client machine.
Create a text file named CCMS.reg that contains the following text:
Windows Registry Editor Version 5.00
[HKEY_LOCAL_MACHINE\SOFTWARE\WOW6432Node\Avaya\Contact
Center\Product Installation\CCMS]
"ProductVersion"="7.0.0.0"
"Build"="7.0.0.0"
"CCVersionExt"="7.0.0.0.0.377"
Run regedit.exe
In Registry Editor, click the File menu and then click Import.
Navigate to and select the CCMS.reg file that you created in the first
step.
Click Open and then click OK
Exit Registry Editor.
2. Install GA patch bundle/CCMS patch via Update Manager.
Workspaces on ACCS
After VHDX failure & Recovery, Agents unusable without intervention
Description After VHDX failure & Recovery, agents appear logged in and ready on
Workspaces but are unusable. Workspaces displays a red dialog indicating User
Authentication required
Impact Agents unusable without intervention
Workaround Relaunch browser which brings you to the Authentication page (this may also
bring you straight to Ready page). Authenticate agent if required.
After authentication you are back at partial ready screen. Eventually this will go
to “full ready” (status bar is solid Green).
Attempt to toggle state to Not Ready. User Request fails but you will
automatically be put back to Start Work Screen. Clicking Start Work will bring
you Not Ready. At this point you can toggle to Ready and handle contacts.
Exiting Workspaces when using HTTPS presents error page

Description Logout Agent from Workspaces https returns connection error page
Page 52
Release Notes
Impact Workspace does not automatically return to login page after agent exits
Workaround To login, agent need to refresh Workspace https URL from browse
Incorrect Time Zone in Logs

Description The timestamp in the log files was incorrect. It was GMT instead of the relevant
time zone
Impact Troubleshooting
Workaround Manually apply time zone offset from GMT
Agents Cannot Start Work in Ready State

Description Agents are not automatically set to Ready on login to AACC if option selected in
Agents Workspace Preferences. Default is Not Ready
Impact Agents Workspace Preferences not picked up for Starting Work Ready
Workaround Agents can manually go ready
Agents able to Close Emails without Replying

Application Workspaces - Email
Description It is possible to close the email interaction without replying
Impact Behavior change between AAD flow and workspaces flow
Workaround None
Contact represented to agent within 3 seconds

Description Contact with same Id not displayed if created within 3 seconds of original
contact
Impact Agent will go not ready and contact will get presented to next available agent
Workaround None
Agent profile activation failed since its failed to load configuration

Description Agent profile activation failed due to continuesly restart of adp-cis-service
pods. None of any request to “/session”, “/configuration” web links could
be proceded due to high memory consuming of cis-service.
Impact Agent unable to be activated.
Page 53
Release Notes
Workaround Increase existed memory limits from 1Gb to 4Gb for “adp-cis-service”
deployment on Workspaces cluster via “kubectl edit deployment adp-cis-
service” from AACC server.
Page 54
Release Notes
WS agent with MPC going back ready, toast popups state going not ready
Description When an agent with Multiplicity that is active on a contact and in Not Ready
Pending state releases the contact and goes back to Ready state, the WS toast
popups incorrectly state agent channels are going to not ready state.
Impact Agent displayed incorrect information.
Workaround None
An in-progress ad-hoc email won't Send after switchover

Description An ad-hoc email which was initiated before switchover will not be sent
successfully after switchover.
After switchover, a new ad-hoc email works fine and can be sent successfully
Impact Agent unable to send an ad-hoc email that was initiated prior to switchover.
Workaround End existing email and create a new ad-hoc email.
Supervisor cannot change Agent status to Ready

Description Supervisor cannot change Agent status to Ready
Impact Supervisor cannot change Agent status to Ready
Workaround RTD can be used instead
Supervisor cannot observe the observing/ barging voice contact
Description Supervisor cannot observe the observing/ barging voice contact
Impact Supervisor cannot observe the observing/ barging voice contact
Workaround Supervisor who needs such functionality should use AAAD instead of
Workspaces
Supervisor cannot change Agent’s status to Not ready when Agent is in ACW state
Description Supervisor has no possibility to set NotReady with NRR code, as the
reasult the supervisor cannot force Not ready Agent when Agent is in
ACW state.
Impact Supervisor cannot change Agent’s status to Not ready when Agent is in
ACW state
Workaround RTD can be used instead
Page 55
Release Notes
AACC widgets are not translated in Admin WS page in non-English language

Description AACC widgets are not translated in Admin WS page in non-English
language
Impact AACC widget names are presented in English
Workaround None
Supervisor, in addition to his agents, also monitors his primary supervisor's agents.
Description Supervisor, in addition to his agents, also monitors his primary
supervisor's agents.
Impact Supervisor can monitor not only his agents.
Workaround None
The list of agents is truncated in the My Agents widget after the Supervisor observed Agent
Description The list of agents is truncated to 10 agents in My Agents widget. It can
happen after accepting incoming interaction by the supervisor or after
start observing an agent.
Impact Supervisor cannot see the complete list of agents in the My Agents
widget.
Workaround Restart workspace’s page in browser.
Workspaces - Agents can close the OB contact when the call is not released
Description Agents can close the Outbound contact whithot making a voice call to the
client or close the OB contact while the call is in progress.
Impact Agents can close the OB contact when the voice call is not released in the
Workspaces.
Workaround None
Workspaces - Historical Report is displayed incorrect data when the Outbound contact working
on Workspaces
Description The statistics about voice calls in Outbound campaign contains incorrect
data in some cases.
Impact The Historical Report contains incorrect data about voice call parameters
(DialTime, TalkTime, etc.)
Page 56
Release Notes
Workaround None
Workspaces - The “No results found” message overlaps both buttons “Search” and “Add more
search parameters” in Multimedia Contact Search.
Description When Multimedia Contact Search widget gives no result and “No results
found” message is displayed, both buttons “Search” and “Add more
search parameters” are not working.
Impact Impossible to push “Search” and “Add more search parameters” buttons
Workaround “Search” and “Add more search parameters” buttons are active only in
their upper part.
Page 57
Release Notes
Application\Features
AMS VHDX does not allow a subnet mask different from 255.255.255.0
Application AAMS VHDX Deployment
Description There is a network restriction when installing the AMS VHDX where the
customer must use 255.255.255.0 as the Subnet Mask IP
Impact Customer networks may not conform to this so these restrictions need to be
removed
Workaround The network configuration of the underlying physical NIC card must have a
Subnet Mask IP of 255.255.255.0.
AAMS Media Services displayed incorrectly as not started in EM after AACC licenses AAMS
Application Avaya Aura Media Server
Description If an AAMS is not licensed and AACC licenses the AAMS then the AAMS
Element Manager can sometimes display the AAMS Media Services as “Not
Running” when it is up and running. The Start Button in AAMS EM Element
Status will be selectable and the Stop button will be grayed out.
Impact There is no impact on AACC as AAMS is up and running fully. The AAMS is
displaying the wrong state in EM.
Workaround Reboot the AAMS by logging into ssh terminal and running “reboot”
Remote desktop connection fails due to service stuck in starting

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.
If a connection is successful on the console the service which is stuck in starting

should be identified and normal trouble shooting performed to determine why
the service is not completing startup.
If the connection to the console is not successful a power cycle of the server
will be required. A connection should be attempted, either through the console
or through RDC, as soon as possible after the power cycle is performed.
Solution This issue is resolved by applying the following Microsoft fix (KB3100956)
mentioned in the Microsoft Operating System Updates section.
Page 58
Release Notes
AAMS Element Manager may display incorrect FQDN of AAMS VHDX server after deployment AAMS
SP
Application AAMS VHDX Deployment
Description After deployment AAMS SP, Element Manager may display invalid FQDN of
AAMS server. EM may display the following instead of FQDN:
• hostname without domain name;
• FQDN with default domain name (“accdev.lab”);
• two IP addresses of AAMS.
Impact Element Manager displays incorrect FQDN
Workaround Log into AAMS VHDX Linux.
Look at a content of the /etc/sysconfig/network-scripts/ifcfg-eth0 file. It must
contains IPADDR and NETWORK entries only once.
If necessary, edit that file removing duplicated entries and reboot AAMS VHDX
server.
When a consult call is initiated from AAD, call first presents to the consulting agent. Only when
answered, the consult call is finally initiated
Application SGM
Description When a consult call is initiated from AAD by an agent using SIP endpoint (hard
phone or Equinox), the call first presents to the agent that initiated the consult.
Only when that call is answered, is the consult call presented to the target
agent / CDN.
Impact There does not seem to be any impact to any of the applications, just that this
behavior of consulting agent having to answer the call first leads to confusion
for the agent.
Workaround Initiate the consult call directly from the phone set.
Some fields are not aligned when Agent Performance report exported to .pdf file,
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
Page 59
Release Notes
Report Creation Wizard – Some sample reports do not work

Tracking CC-5035
Number
Description The following sample reports do not work in this release:
BillingByAddress
SkillsetOutboundDetails
Voice Skillset Name ID Mapping
Network Consolidated Skillset Performance
ICPCSRSample
MMCSRStat
Impact These samples cannot be used as a starting point for new reports
Workaround None
Unable to login to CCMA using System Manager with TLS 1.1 or TLS 1.2 enabled
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
Install wrong .NET Framework version from installing pre-requisites on CCMA Dashboard
Tracking Number CC-13274 (CC-9825)
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 DVD for the client machine.
2. Apply "SchUseStrongCrypto" value for the client machine.
Create a text file named strongcrypto35-enable.reg that contains the following

text:
Windows Registry Editor Version 5.00

[HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\.NETFramework\v4.0.30319]
"SchUseStrongCrypto"=dword:00000001
[HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Microsoft\.NETFramewor
k\v4.0.30319]
"SchUseStrongCrypto"=dword:00000001
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 the
first step.
Click Open and then click OK
Exit Registry Editor.
Page 60
Release Notes
3. Restart the client.
With SSO enabled prior to upgrade, Workspaces, SCT Tool, ADD and OD are failed to connect CCMA
after upgrading to new release
Tracking Number CC-13655/CC-21831/CC-26220
Description Users already configure SSO and enable SSO. When they upgrade their system
to 7.x.x GA and they do not need to have any further configuration for SSO
after the upgrade, Workspaces, SCT, ADD and OD will fail to connect CCMA
(Fail to active agent in Workspaces)
Impact SCT, ADD and OD are failed to connect CCMA or Fail to active agent in
Workspaces
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
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
Page 61
Release Notes
Unable to access CCMA component intermittently after enabling SSO

Description After enabling SSO via Security Settings snap-in, unable to access CCMA
component intermittently, the page is stuck at loading…
Impact Customer Impact: Cannot configure data from CCMA
Workaround The workaround is to restart IIS service using Manager Administration
Configuration -> Security Settings -> Advanced -> Restart Service.
Document the use case for UnInstallADLDS.bat

Description Customers migrating from AACC 6.x to CC7 will restore the ADLDS instance but
it is not always auto removed.
Impact Customer Impact: ADLDS exists on the system and some Windows ADLDS
events are displayed
Workaround Users need to manually remove the ADLDS instance by running the following
bat file:
UnInstallADLDS.bat located in D:\Avaya\Contact Center\Manager
Administration\Apps\Sysops\NESRestore
AAD launch fails from IE on some clients

Description The launch address of AAD doesn’t seem to work correctly. For example,
if the user enters https://<FQDN>/agentdesktop/ where FQDN is the AACC
server, the user cannot launch AAD
Impact AAD
Workaround User needs to clear IE browsing history and try it again or use the MSI
to install AAD
CCMA Launchpad shows more items which should be hidden. This backslash issue happens with IE on
both client and server
Description CCMA Launchpad displays more items which should be hidden on AACC/
ACCS 7.0.3 and 7.1. This backslash issue happens with IE on both client and
server.
Impact Launchpad page
Workaround KB4491113 fixed IE backslash issue. KB4491113 resolves this issue on Windows
2012 server.
KB4487011 – Window 10 1703 (https://support.microsoft.com/en-
us/help/4487011/windows-10-update-kb4487011)
KB4482887 – Window 10 1809 (https://support.microsoft.com/en-
us/help/4482887/windows-10-update-kb4482887
If the issue still shows, please also check the following things for IE:
a) Internet Options -> Advanced and uncheck "Always expand ALT text for
images". Click Apply button.
Page 62
Release Notes
b) Go to Multimedia and check "Show pictures". Click Apply button

c) Close IE and Open IE and try CCMA URL again
After migrating from NES 6.0 or NES7 to AACC SIP 7.1 Windows 2016, cannot find
“IceInstallADAM.vbs” when upgrading CCMA data
Description After migrating from NES 6.0 or NES7 to AACC SIP 7.1 Windows 2016, a
message showing that the file
“C:\Windows\system32\ADAMScripts\IceInstallADAM.vbs” cannot be found
when upgrading CCMA data.
Impact Migrating NES6 or NES7 to AACC 7.1 on Windows 2016
Workaround We will use CCMA 6.4 as a middle layer. NES6/7 backup data will be restored
on CCMA 6.4, then backup it as 6.4 backup data, then migrating this new 6.4
backup data on Windows 2016. Here are steps:
1. Migrate NES6/7 to 6.4 SP16
a) On CCMA 6.4 SP16, we delete all of CCMS servers, Users, Partitions and
Access Class
b) On 6.4 SP16, on drive D: , create a folder NES67 then copy the following files
from a 7.0 machine
- ntbackup.exe
- ntmsapi.dll
- vssapi.dll
c) Copy NES67 backup file (.bkf file) to NES67 folder
d) Run ntbackup.exe and select the backup file of NES67 (bkf file)
then only select "Program Files" to restore CCMA files
e) Run CCMA System Upgrade Utility
f) Run CCMA backup&Restore to take a CCMA backup file on 6.4 SP15.
This file is used for migration on Windows 2016
For more details, please refer to [NES67 workaround pictures.docx] file from
the JIRA
CCMA - Users cannot input FQDN name for AMS server name and FQDN name's length is longer
than 30 characters
Description Users cannot add a Media server name with FQDN name that its length is
larger than 30 characters into CCMA Media Servers Configuration
Impact Prompt Management
Workaround Add Avaya Aura® Media Server to CCMA Media Servers Configuration as the
trusted host name (AMS server name, not FQDN name).
The trusted host name is the Avaya Aura® Media Server name that is used to
sign the certificate. Note: If you are using AMS HA, please use the AMS
managed name (short name, not FQDN name) already signed in the
certificate.
For more information, please refer to CC-16818/CC-18621 - 7.1 Document
update for Media Server hostname to be added to CCMA as trusted name.
Page 63
Release Notes
Document - ACCS_7_1_AML_ACCS_Migration - missing Instruction note to require ADLDS installed

before starting Migration process
Description After migrating from CCMA 6.4 to AACC/ACCS 7.1, a message showing that
“Unable to locate CCMA ADAM instance data from a previous installation….” on
Windows 2016 or Windows 2012 server.
Impact Migrating Contact Center Management Administration (CCMA) data
Workaround Restoring process of CCMA data requires ADLDS existed in the system. User
needs to check ADLDS installation on Windows 2012/2016 server.
To check if ADLDS is existed or not, they can check as follow:
+ Launch the "Server Manager" utility, selects the Tools menu item, the item
"Active Directory Lightweight Directory Services Setup Wizard" must be existed.
In the case that item has not been existed, user can manually install it as
below:
+ In the Server Manager, selects the Manage menu item, then clicks "Add
Roles and Features".
+ An "Add Roles and Features Wizard" dialog is shown, then clicks "Server
Selection" item.
+ Clicks the "Server Roles" item on the left pane of the dialog, then select the
"Active Directory Lightweight Directory Services" item.
+ Click Install button to start installing ADLDS. After this installation completes,
user can see its item existed in the Tools menu as mentioned above.
After ADLDS is installed successfully, user can start the Restoring process of
CCMA data.
7.1 – RCW - Cannot import Sample Reports from Contact Center Summary folder to HR
Tracking Number CC-18920/CCRELEASETEAM-9919
Description Login CCMA with Administrator account, launch RCW and choose some
reports under Contact Center Summary(ex:MMCSRStat.rdl). Then import
this one into HR, but the message shows that “mscorlib : Access to the path
‘D:\Avaya\Contact Center\Manager
Administration\Apps\Reporting\Historical\rpt\RCW\Sample Reports\Contact
Center Summary\MMCSRStat.rdl’ is denied“.
Impact Historical Report cannot import Sample reports
Workaround Insufficient permission causes import failure. The permission for “Avaya –
Contact Center App” group is not applied on the rdl files that caused this issue.
Page 64
Release Notes
The "Avaya – Contact Center App" should have below permissions on sample
templates (D:\Avaya\Contact Center\Manager
Administration\Apps\Reporting\Historical\rpt\RCW\Sample Reports): (Modify,
Read & execute,List folder contents,Read,Write)
IceAdmin password tool get errors because McAfee is blocking Windows machinekeys folder
Description IceAdmin password tool get errors when running Ignition Wizard
Impact Ignition Wizard
Workaround Antivirus software (McAfee) blocks Windows machinekeys folder that
iceAdmin password tool needs to update so the antivirus software (McAfee)
need to be disabled before running Ignition Wizard
Private and scheduled reports are not migrating from 6.4 to 7.1
Page 65
Release Notes
Description Private reports and scheduled jobs are not migrated from 6.4 to 7.1. The
executable file "AccessToInterSystems.exe" has been
crashed due to it gets exception when reading the corrupted data in CCMA
backup file. The backup process has collected all files in the folder
"D:\Avaya\Contact Center\Manager Administration\Apps\Common\IceDb"
from the 6.4 server which contains the corrupt file, "ICELog.mdb".
Impact CCMA migration
Workaround In order to prevent from corrupted access files, we should not use CCMA
while taking CCMA backup. All of *.ldb files should be removed before taking
CCMA backup.
7.2 – Citrix – Nothing happen when run Outbound and CCMMAdmin tool
Description Cannot launch the Outbound and CCMMAdmin on client via citrix
Impact Outbound and CCMMAdmin tool
Workaround After saved file download from URL of application, open view download in
brower, select it and right click to open it in the folder download and run it
manually there
CCMA - After migration completes, error 503 is shown, reboot CCMA server, the system works fine
Description After migration completes, error 503 is shown when accessing CCMA
Impact CCMA Login
Workaround When the error 503 is shown on the Web page, we can see DefaultAppPool
has been stopped. Just reboot the CCMA server, the issue will be gone
RCW formula time format in report preview shows hh:mm:ss when mm or ss is selected
Tracking Number CC-11894/1-13985295951
Description 7.0's formula format is not updated by RCW as 6.4's formula format.
RCW formula time format in report preview shows hh:mm:ss when mm or ss is
selected.
Impact CCMA RCW and Historical Report
Workaround Customers can use below workaround if they want to change output format:
1/ In RCW, click on Formulas button on menu bar to open Formula Editor.
2/ Select Standard Formula > RCW_AverageWorkTime from the Formulas list
on the left pane.
3/ Copy Formula Text of this formula.
4/ Click New button.
5/ Paste copied text to Formula Text and fill Formula Name (Ex:
Custom_AverageWorkTime).
=Code.RCWFunctions.ElapsedTimeFormatter(
Code.RCWFunctions.DivideOrDefaultOnZero(
(
Sum(Fields!iAgentByApplicationStat__TalkTime.Value) +
Sum(Fields!iAgentByApplicationStat__PostCallProcessingTime.Value)),
Page 66
Release Notes
Sum(Fields!iAgentByApplicationStat__CallsAnswered.Value),
(
Sum(Fields!iAgentByApplicationStat__PostCallProcessingTime.Value))),
"1",
False)
6/ Change the highlighted text in Formula Text to get desired elapsed time
format:
(
(
"1",
False)
Available values:
HH:MM:SS = 1
HH:MM = 2
MM:SS = 3
HH = 4
MM = 5
SS = 6
Ex: If we want the format is HH:MM then the formula text will look like below.
(
(
"2",
False)
7/ Save and close Formula Editor

8/ In Report Layout, use Custom_AverageWorkTime instead of
RCW_AverageWorkTime.
9/ Done
Page 67
Release Notes
CCMA failed installation during install-uninstall-install scenario

Description If uninstalling AACC/ACCS from Windows OS (Remove the whole 7.1.2 and
Base), re-installing AACC/ACCS will be failed.
Steps
1/ Fresh install of AACC/ACCS 7.1.2 DVD32 + RB 237
2/ Uninstall AACC/ACCS (Remove 7.1.2 SP + Base)
3/ Install AACC/ACCS 7.1.2 once again. It is failed at step 3
Impact AACC/ACCS installation
Workaround The work-around is to take a snapshot of Windows fresh OS. If we want to do
the step 2, we just restore that snapshot of a fresh OS again then can install
DVD32 + 7.1.2 RB237 properly.
CCMA– RCW – Missing tooltip for properties toolbar on client Windows 11

Description Users cannot see tooltip from RCW’s toolbar on Windows 11 when moving
mouse over buttons from the toolbar. It may make users confused when
selecting a button from RCW’s toolbar. This issue does not happen on
Windows 10 and other Windows OS.
Impact RCW Application
Workaround KB5012643 (OS Build 22000.652) Preview - Windows 11
CCMA ERROR Could not get text Table = A Index = N for many labels
Description Issue “CCMA ERROR Could not get text Table = A Index = N, Language = L”
appears whenever we try to access the CCMA webpage
Impact CCMA web pages
Workaround Try the following command. The command will clear all indexes and install
them again:
1. Make sure AllText.mdb file exists at <ccmainstalldrive>\Avaya\Contact
Center\Manager Administration\Server\TextXlater
2. Open command line and navigate to <ccmainstalldrive>\Avaya\Contact
Center\Manager Administration\Server\bin\
3. Run command as follows : AccessToInterSystems -install ALLTEXT
4. Stop/Start CCMA services and test the issue again.
CCMA Administrator password reset after upgrade
Page 68
Release Notes

Description ACCS server is upgraded from 7.1.2 or older releases, the password is changed
from Administrator password to webadmin but the issue cannot be duplicated
at CCMA lab
Impact CCMA Login
Run the following SQLs (the password is webadmin)
update APM.ccmUser set Password='5767142366101EB6' where
UserID=10000
The setup.exe file from CCMM Outbound or Multimedia is failed to launch

Description The setup.exe file from CCMM Outbound or Multimedia is failed to launch
when security is on (https)
Impact CCMA Outbound and Multimedia
Workaround The work-around is to disable the following property from Internet browser:
Internet options -> Advanced -> Security Settings -> Check for server certificate
revocation (Do not select “Check for server certificate revocation”)
Page 69
Release Notes
For RGN server, please open a windows cmd and run the following commands
at target folders on RGN server. Replace <RGNservername> with your RGN
server.
For CCMM Outbound:

D:\Avaya\Contact Center\Multimedia Server\Outbound Client>setup.exe -
url=https://<RGNservername>/ocmt
For Multimedia:
D:\Avaya\Contact Center\Multimedia Server\Server
Applications\WEBADMIN>setup.exe -url=https://<RGNservername>/admin
For Data Management:

D:\Avaya\Contact Center\Multimedia Server\Server
Applications\ARCHIVE>setup.exe -url=https://<RGNservername>/ccmmarchive
Page 70
Release Notes
Agents not visible under supervisor filter

Description Standard Agent Display shows 4 agents instead of 9 agents after applying the
supervisor filter
Impact CCMA RealTime Agent Displays
Workaround The root cause is the RTD cache does not match with DB because OAM
Agent supervisor channel with icertdservice had problems and OAM Toolkit
could not notify agent changes to CCMA icertdservice.
The workaround is to restart icertdservice from SCMU.
CCMA- User cannot deploy Master Content Store after change security
Description User cannot deploy Master Content Store
Impact Prompt Management
Workaround The workaround is to run the command "wcapplychanges -i" from Windows
cmd on ACCS server again.
Make sure AMS FQDN name and short name have been added into the ACCS
Windows hosts file.
CCMA logs out user with Access Denied session is invalid

Description This issue that only happens when Standby is either fully started or just shadowing Active
(cause of HA startup is unknown at time being),
CCMA starts producing "Access Denied. Your session is invalid. This account
has been logged in on other client. Please logout and login again."
It happens intermittently when user is browsing CCMA pages and user gets kicked out of
CCMA with above error and is not able log back in.
Impact CCMA Login
Workaround The root cause is DB returned the last login date which was different the “LastLoginDate”
field from the security token. The “LastLoginDate” field is
not changed until the user logs in to CCMA again (the second login).
Applying the solution from
https://support.avaya.com/ext/index?page=content&id=SOLN373472&viewlocale=en_US
fixed the issue.
Page 71
Release Notes
Installing CCMS Patch on a very large database can take 20+ minutes
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
AAD does not display Agent Statistics when security is on

Application Agent Desktop
Description AAD will fail to display Agent Statistics if the following conditions exist:
1) Security is turned on in Security Manager (formerly known as Certificate
Manager)
2) The server signed cert has SAN’s configured, ie for MCHA deployments the
managed name should be configured as a SAN
3) The hostname configured within CCMM Administration for CC Web Stats
matches one of these SAN names. Ie in MCHA the managed name is configured
Impact If the conditions described above exist then Agent Statistics will not display in
AAD
Solution The work around is to configure (Agent Statistics) CC Web Stats to use an IP
address instead of a hostname or FQDN.
1) Through CCMA launch the CCMM Administration client
2) Navigate to: General Administration -> Server Settings
3) With Server Settings selected on the left hand pane, a list of host names
should be present on the right hand pane.
4) Under Server Type find an entry called CC Web Stats and change the
Hostname entry to use the relevant IP address instead of a hostname or FQDN
5) In HA environments this should be the managed IP address, in all other
environments this should be the CCMS server IP address
For large Contact Centers, Agent RTD may fail to load agents
Description For a Contact Center with a very large number of configured agents, the time to
load the agent records from the database may exceed the configured timeout.
If the timeout is exceeded, the Agent RTD will not display the agents.
Impact
Workaround
Workaround Increase the OAM Timeout to allow more time to load the agent records from
the database.
1. From Start Menu, launch Manager Administration Configuration.
2. Select RTR Registry Settings.
3. Change OAM Timeout to 300000 milliseconds.
4. Accept the ICERtdService restart.
Loading of agent from database failed
Page 72
Release Notes

Application Contact Center Manager Server
Description Issue observed on one test server.
OAM bridge on startup logs SQL exception and fails to add agents to CMF
space.
This caused "no devices mapped to session" error in RefClient, similar may be
observed in AAAD.
Impact Agents unable to login or process calls
Solution Work around applied:
1) Create new agent using CCMA
2) Restart contact center
Main call gets disconnected when a transfer/conference is initiated to another agent using
phonebook (for a setup using IPO 11.x & ACW)
Application IPO 11.x, ACW, SIP Gateway Manager
Description On a setup with IPO 11.x with agent using Avaya Communicator for Windows
as agent station, the main call gets disconnected when a transfer or
conference is completed to agent number selected from AAD’s phonebook
entry.
This issue is not seen when IPO 10.x is used. The issue is not seen when agent
uses his phone to initiate the consult call. Also, issue does not occur for ACW
on Windows 10.
Impact The customer call is dropped for the specific case mentioned above.
Workaround Workaround is for the agent to not use the phonebook entry to initiate the
call and instead dial the number manually in AAD or to use his phone to
initiate the consult.
In some lab upgrades with a Local WebLM configuration, AACC was found to be operating with grace
licensing after the upgrade
Application Upgrade
Description In some lab upgrades with a Local WebLM configuration, AACC was found to
be operating with grace licensing after the upgrade.
Impact The system is operating with grace licensing. Grace licensing is allowed to be
in effect for 30 days.
Solution The XML license file must be re-applied using License Manager Configuration
Utility.
CCMM Services not all starting on a fresh install, where Security has failed to be applied via Ignition
Wizard
Page 73
Release Notes
Description When a user imports certificate in Security Store Ignition Wizard can create
broken certificate with alias URIName.
Impact Security fails during configuration and CCMM services not all starting on a fresh
install
Workaround Do not set security on in Ignition Wizard. Security can be applied via the
"Security Manager" application after install has completed.
Local WebLM may have issues after downgrade to 7.0.x with Security ON
Application License Manager
Description There may be issues with Local WebLM after downgrade from 7.1.0.1 to 7.0.x
with security ON.
The problem will happen if after downgrade, the security is disabled and the
keystore is deleted - local WebLM won't start and manual modification of
Tomcat's server.xml will be required.
Impact Local WebLM fails to start so the product will have issue with licensing
Workaround If local WebLM is used then turn off the security using Security Manager before
downgrade to 7.0.x. The security can be re-enabled after downgrade is finished
AAAD – Agent cannot make a DN call out to another agent successfully while the CDN call
routed to Agent is ringing
Description Agent is unable to initiate an outgoing call from AAAD while CDN call is
ringing if the agent uses Avaya IX Workplace as an endpoint
Impact Agent is unable to initiate an outgoing call from AAAD while CDN call is
ringing if the agent uses Avaya IX Workplace as an endpoint
Workaround As a workaround, the agent can initiate an outgoing call directly from
Avaya IX Workplace or use Avaya Communicator as an endpoint
AAEP – Voice Outbound proxy or CTI proxy is sometimes disconnected when attached string
data between 355 and 370 chars
Description The Voice and CTI links are disconnected to IP Office if AAEP attaches big
data (more than 355 characters).
Impact The Voice and CTI links are disconnected to IP Office if AAEP attaches big
data (more than 355 characters).
The issue happens only with IP Office 11.1 SP1
Workaround None
AAEP Bridge transfer, call remains at customer after all agents release a call

Description In the scenario where AAEP is used as FrontEnd IVR and performs a
bridged transfer to ACCS, when the agent answers and releases the call,
the customer is not dropped automatically and remains on the active call.
Impact The customer appears active on the call even when the agents releases
the call.
Page 74
Release Notes
The issue happens only with IP Office 11.1 SP1

Workaround None
The customer needs to release a call manually
Tomcat security off port is change back to default one post upgrade
Application Security Manager
Description Tomcat security off port is change back to default one post upgrade in
Security Manager.
Impact If the customer set a custom port in the security manager for the security
off option, the port changed back to default 8081 after the upgrade.
Workaround Need to verify the port number in Security manager after an upgrade and
change it to custom if required.
Agent unable to terminate an OB campaign call presented

Application Agent Desktop
Description Agent unable to terminate an OB campaign call presented.
Impact Agent unable to close outbound contact and continue work with next
one.
Workaround Need to enable using E.164 number format on CM.
Agent cannot login to SOA Reference Client

Application Contact Center OI Ref Client
Description With MD5withRSA signature algorithm being deprecated by Java, Digest-
MD5 authentication method is not supported
Impact Agent cannot login to OI Ref Client
Workaround Replace the following line in D:\Avaya\Contact Center\Common
Components\CMF\Config\Soaproperties.xml
<AuthMech>Digest-MD5</AuthMech>
With the one below
<AuthMech>SIMPLE</AuthMech>
Then restart Contact Center.
Define configuration Workspaces Log Upload URI at CCMM

Application Contact Center Multimedia Administration
Description It is not clear how to configure Workspaces Log Upload URI at CCMM
Admin
Impact Unable to collect Workspaces Agents’ logs centrally
Workaround Use one of the following value for property CCMM Admin => Workspaces
Configuration => General Settings => Log Upload URI.
To uload logs to folder D:\Avaya\Logs\CCMM\AADS:

https://<CCMM IP or CCMM Managed
IP>/agentdesktop/UploadFile.aspx?AgentID=WS&ContactID=ClientLogs&O
utboundLocation=D%3A%5CAvaya%5CLogs%5CCCMM%5CAADS
Page 75
Release Notes
To uload logs to folder G:\Avaya\Contact Center\Email

Attachments\Outbound:
https://<CCMM IP or CCMM Managed
IP>/agentdesktop/UploadFile.aspx?AgentID=WS&ContactID=ClientLogs&O
utboundLocation=G%3A%5CAvaya%5CContact+Center%5CEmail+Attachm
ents%5COutbound
Agent unable to terminate an OB campaign call presented

Description If disposition code configured in OCMT doesn’t require outgoing call to
the customer then agent should be able to close outbound contact
without call.
Impact Agents are not able to terminate outbound contact without outgoing call
Solution This issue will be fixed in the next release 7.1.2.2
Preview Outbound call issues solving the error - No outbound call has been attempted if agent
changes the dialled number
Description Agent should be able to change customer’s number in Workspaces after
receiving outbound contact and use that number for outgoing call.
Analysis
Impact Agents are not able to change customer’s number in Workspaces after
receiving outbound contact and use that number for outgoing call.
Analysis
Solution This issue will be fixed in the next release 7.1.2.2
Localization issues
Internationalization issues or common across all languages and require a base fix.
Page 76
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.
CCMS, CCSU, CCCC and CCLM Defect Listing

This list contains defects addressed for the Manager Server, Common Components and License Manager
Components
WI/JIRA Summary
CC-26315 Call was showing in waiting in source site RTD while it was already been abandon
CC-26281 nieb Discarded NIEB_clReturnedFromIVR and call is defaulted in reports during eb
audit
CC-26191 relocate the TfeRest logs to the standardized CCMS logs folder
CC-26138 With CC-24906 TfeRestConfigurator is not sending parameters in uri query
CC-26121 Add HAI number of worker threads control to CCMS Serviceability Control Panel
CC-26100 Agent becomes idle when the Break time expires and receive new call, but should
remain NOT ready
CC-25994 active calls <30 seconds with agent dropped on AMS switchover
CC-25721 Agents have Multiplicity, but Web Chats are still queueing, despite Agents not
reaching Max Multiplicity capacity
CC-26286 AACC 7.1.2 - JQuery vulnerabilities
CC-26168 Workspaces display custom field with question marks(???) when the character is
set to Korean
CC-26338 Acquisition fails after agent URI is changed and reverted
7.1.2 - Migrate – Error "Unable to connect to database" display when running file
CC-25726
Workflow Application
CC-26190 include the CCMS_HAIW_ODBC log into the Log Archiver
CC-26139 TFE REST parameters lost during CCMS patching
CC-25392 Cache.key missed during installation 7.1.2
CC-26066 Workspaces cluster certificate expiry warning
CC-26110 move renew_certs script
CC-26113 Include renew certs csripts to installer
CC-25452 Fix base versions of CCMS registry
CC-26065 AACC7.1.2 UNE log not archive
CC-26262 ccms.NIServerConfig should contain only supported values of SIPServerType field
CC-26487 ACCS Dashboard - 7.1.2.1 - Status of OpenJDK is missing on ACCS dashboard
CCMA Defect Listing

This list contains defects addressed for the Manager Administration components
WI/JIRA Summary
CC-25443 CCMA HR- Taking a list of CCMA users should be improved in Historical Reporting
CC-25454 Unable to add CCT data when last name contains special character
CC-25913 WClient_DA_COM's logs shows errors ""Mapping failed"" - EXCEPTION:
ElementName
Page 77
Release Notes
CC-25897 Remove codes of checking RTD cache for loading agents from partitions in case of
cores system
CC-25969 RepAgents - Insufficient memory to continue the execution of the program
CC-25985 7.1.2 HR – Username and User ID field in criteria is not displayed in User report of
Historical Report"
CC-26048 CCMA 7.1.2 can create new APM user with empty password
CC-26033 Getting Error in the report for Date Field
CC-26003 After AACC was migrated from 7.0.3 to 7.1.2 on new Servers, CCMA-> Historical
Reporting -> Scheduled Events is slow to open. Takes 1-2 mins
CC-26082 CCMA - SMGR cannot redirect to CCMA after logging out of CCMA
CC-26142 CCMA Script Variables modified timestamp wrong by 1 hour (after DST change)
CC-25065 Increase Call Request Queue Size Threshold value in CCMA UI
CC-25024 7.1.2 [I18N] CCMA- Supervisor view, agent view and skillset view showed blank
page when login with a CCMA user containing I18N characters
CC-26128 CCMA - Multimedia Administration URL is still HTTP
CC-26129 CCMA - Outbound Administration URL is still HTTP
CC-26131 CCMA - Data Management Administration URL is still HTTP
CC-26145 CCMA - Scripting successfully creates a script variable with ACD type in SIP system
CC-25595 CCMA - Password has been expired in Web GUI but user still can login and use SCT
CC-26114 7.1.1 – Section 508 – Cannot use keyboard to select Media's prompts in Prompt
Management
CC-26023 7.1.1 - CCMA RepAgent - User ID missing Source
CC-25868 CCMA - 7.1.2 - JAWS tool cannot access to the RTD tree
CC-25980 CCMA - HR - An error log is shown in CCMA_SOAPRptFuncs_1.log file when
opening the Users report
CC-24908 7.1.1 – Section 508 – Cannot accessible check/uncheck User Defined Partitions in
Prompt Management
CC-24983 7.1.2 CCMA - Logged in user field display previous user name when login CCMA
after disabling SSO
CC-25093 7.1.2 CCMA - User Type should not be changed when changes password CCMA
from CCM page
CC-25775 7.1.2 CCMA SSRS – Config - Network Site and Application Properties – Network
site in GMT -x is displayed as #Error on report
CC-26182 AACC - 7.1.2 Configuration Tool uploads incorrect agent type if the bulk upload
has both Supervisor, Agent only and SupAgent
CC-26196 SSO - XML automated assignments not working for AACC German locale on
Windows 2012
CC-26219 CCMA - AllText needs to update the text due to IE is officially stopped support
CC-26223 CCMA - About window should update the time
CC-26203 "CCMA IceAssignment" service has issues when AACC reboots because it always
starts before Cache service starts
CC-23954 7.1.2 CCMA Administrator user should be able to create Programmatic account
CC-23663 Administrator user should be able to unlock inactive CCMA user
CC-23193 AACC AML 7.1.1 – SCT tool – Unable to upload new users if Contact types and
Skillsets headers are not displayed in order
CC-21587 CCMA – CCMA User’s password should not allow change to the same with
previous one.
Page 78
Release Notes
CC-21310 AC/ACW/NNRC displays inconsistently between RTD and Historical Report.

CC-21221 SCT – When uploading an user with MPC_ON for POM contact type, there should
be an upload status notifying that it is automatically changed to OFF.
CC-25860 7.1.2 – CCMA – HR – Missing tooltip for properties toolbar in Report Viewer on
client Windows 11
CC-25769 7.1.2 – CCMA– RCW – Missing tooltip for properties toolbar on client Windows 11
CC-25737 7.1.2 – RTD – Skillsets are truncated on Skillset chart (choose skillset per statistic)
report
CC-26250 When changing Historical Statistics, CCMA page references AACC 6.3 and older
document Planning_and_Engineering Guide
CC-25851 7.1.2 - I18N - CCMA User Migration Tool – There is no data displayed on
Unassigned CMMA User panel
CC-26198 Historical Reporting - Scheduled Events is slow to open - takes 1-2 mins
CC-26233 Scheduled Events are slow to load in CCMA
CC-26257 CCMA - Outbound/Multimedia/Data Management pages should update the text of
Internet Explorer
CC-26282 CCMA Vulnerability: Path-relative stylesheet import (PRSSI) vulnerability
CC-26283 CCMA Vulnerability: Insecure Transport
CC-26352 Bulk Upload tool fails validation if domain contains dot
CC-26252 Contact summary changed to 12h format at 7.1.2 VS 7.1.1
CC-25830 ConfigurationTool shows incorrect Skilset priority when downloading user who has
Standby skillset
CC-26112 CCMA - Configuration Tool omits the first record when checking the combo of
Windows Password, Domain and Domain Username
CC-26477 CCMA - Increase Call Request Queue Size Threshold value in Configuration Tool
CC-26437 CCMA RTDs stopped working (Increase the cache time out value of
SOAPICERtdService to 5 minutes)
CC-26497 CCMA - CCTProxyInterface web service gets ERROR "The operation has timed out"
when there is a big number of CCT Users (>5000 users)
CC-26502 CCTProxyInterfaces should be improved to prevent AAAD auto login failing for
high agent counts
CC-26549 7.1.2.1 CCMA GA patch bundle 1 is created to include some critical fixes
CC-26553 7.1.2.1 - Need to remove jquery-1.10.2.js from PwdMain.asp
CC-26556 After AACC was migrated from 7.0.3 to 7.1.2 on new Servers, CCMA-> Contact
Center - Manager ->Assignments -> Scheduled Events is slow to open. Takes 1-2
mins
CCMM/AAD Defect Listing

This list contains defects addressed for the Multimedia\Outbound Server and Avaya Agent Desktop
components
WI/JIRA Summary
CC-25151 Anonymous calls are always showing the same number for the agents
CC-25140 Display out of Service Aquisition failure message
CC-25587 AACC 7.1.2: No Font style and Font size on the AAAD client for the multimedia
agent
CC-25626 Inserting a picture in AAAD not showing the picture in email
CC-25499 AAAD is showing email body blank when agent replies to it
Page 79
Release Notes
CC-25123 POM outbound agents looses nailup periodically

CC-25390 Agent make logout, the session is immediately re-created for further quick login or
exit from the system
CC-25850 Outbound webservices unable to get getcontactsby phone number through SOAP
UI
CC-25902 Voice – The observed Workcard on Supervisor is not auto accepted
CC-24746 On scheduled callback contacts close/reschedule button is missing sometimes
while finishing the contact
CC-25915 TabPage not opening when agent get contact
CC-25011 On AAAD of Station A the caller is still shown as Station B instead of Station C
CC-25069 Intermittent issue that AAAD CLient dont show the POM Zone
CC-25939 AACC WS duplicated agent in supervisor My Agents widget
CC-25855 F12 key issue in the new AAAD 7.1.2 with edge as embedded browse
CC-26062 AAAD Deafult tab stuck in "Details"
CC-25468 Email template was disappeared when reload CCMM
CC-25967 Issue with AgentEmailWS.ForwardWithAttachmentsHtml
CC-26060 FindContactsByCustomField SOAP query fails (Outbound Contact Web Service)
CC-26059 CCMM OI error occurred trying to analyse customer wsdl
CC-26012 AACC Duplicate emails
CC-26042 Outbound email is not send after updating to AACC 7.1.2
CC-26092 Unsent emails intermittently stop sending
CC-26101 AAD not connecting after failover to RGN
Avaya Aura Agent Desktop (AAAD) client will not install if pre-requisite WebView2
CC-26106 version 100 or greater installed
Function keys not working @AAD 7.1.2 at advanced screenpops as it was working
CC-26122 at 7.1.1
CC-26126 Webchat transcript in plaintext not showing hyperlink
CC-26125 Emails not sent when Friendly Name contains a comma
AAAD client have CRM page as home and its not working since its failed on silent
CC-26123 authentication
CC-26151 Home page tab can not be closed or reloaded after right click on tab
CC-26164 Shortcut keys are not working when agent is focus on the Home page
CC-26215 Unable to see signature content on Email signature Editor
CC-26197 Emails not being downloaded, not persisted to the database
CC-26229 scheduled callbacks not dialing automatically
Percent sign (%) at middle of recipient E-mail address, cause E-mail manager to
CC-26184 stop sending outgoing E-mails
Emailmanager starts using TLS for server even no encryption set for that in CCMM
CC-26222 Admin
CC-26216 ProviderContactID case sensitive issue
CC-26260 CCMM admin url ca not to be changed to https
CC-26235 Problem with linking the URL to image in AAAD's signature editor
CC-26280 ReplyTo field ignored and field from used when MS Graph is enabled
CC-25954 Log4Net CVE-2018-1285 vulnerability at AAAD
CC-26127 AAD CallBack missing Re-Schedule button after a OB Call. Ok after restart of AAD
CC-26178 Checkmark Chat session to survive a webpage refresh do not work as suppose to
Page 80
Release Notes
MS graph CCMM component has only error log level, which is not enough for
CC-26306 troubleshooting
CC-26120 tomcat application possible memory leak at CCMM server
CC-26346 Cache should change URL in setup.exe after enabling/disabling security
CC-26372 Outbound SMTP server with STARTTLS doesn't work
AAD History tab launches attachment links in IE, regardless of user's default
CC-26354 browser
CC-26389 OCMT is unable to start if HTTP port 80 is unavailable
CC-26363 Unable to unhold the chat
CC-26376 Percent character in TO field causes all outgoing email to stop
CC-26355 inbound email stops due to java.lang.OutOfMemoryError: unable to create new
native thread
CC-26423 mailboxes O365 not functioning EMM terminations and EMM blocked threads
detected
CC-26447 implement MSGraph for Voice mail, fax, SMS, SN contact types
CC-26462 EMM blocked thread detected Caused by: java.lang.NullPointerException at
getNestedMessageAsText
CC-26463 EMM blocked thread detected - ErrorInvalidRecipients caused by recipient having
SPACE character Open
CC-26446 E-mail managers exception causing to stop processing e-mails
CC-26453 E-mail attachment can't be retrieved and stored due to Exception:
java.lang.StringIndexOutOfBoundsException
CC-26398 EMM Add proxy configuration for the Microsoft Graph client
CC-26481 AACC is not initiating connection to certain mailboxes if the handle is duplicated
CC-26398 EMM Add proxy configuration for the Microsoft Graph client
CC-26473 AAAD appears to hang on text email with URL when spellcheck Always run before
sending is enabled
CC-26491 AAD auto login to CCMM fails
CC-26503 Outbound e-mail stopped after CCMM_7.1.2.0.63 was installed
CC-26546 Unable to load web chat transcriptions
CC-26493 Possible to remove proxy server which associated with OAuth2.0 credentials
CC-26478 Screenpop External applications cannot open when agent receives a contact
CC-24749 Custom Field of OCMT
CC-26563 Customer original email address is not showing in mail body in History tab
CC-23354 Workspaces – Multimedia contact search - Missing data on content of closed OB
contact when view contact history
CCT Defect Listing

This list contains defects addressed for the Communication Control Toolkit components
WI/JIRA Summary
CC-25259 Subscriptions to EWC notifications leak out
CC-25009 7.0.2.0.11 code propagation
CC-25068 Workspaces webchat input textbox disabled after 3 minutes inactivity
CC-25150 Garble char in Thai and Chinese message
CC-23538 The activity code is not updated while call
Page 81
Release Notes
CC-25816 request to make configurable monitoring for

LogoutVoiceOnlyAgentWithUnregisteredDevice
CC-26116 Agent is able to login to web agentcontrol with incorrect password
CC-26179 IIS memory usage consumption by IntegrationPortal App Pool
CC-26210 Workspaces agent cannot change status after switchback until standby is started
CC-26205 Workspaces agent cannot change status after standby was started at switchback
CC-26289 Webchat contact will stuck at routing state then agent PC loose
CC-26456 Configuration of OI webservice with TLS 12 fails due to TLS handshake
inconsistency
CC-26545 CCS Clients reporting wrong password as network error
Install Defect Listing

This list contains Installation defects addressed for in this release
WI/JIRA Summary
Workspaces Defect Listing

This list contains defects addressed for the Workspaces components
WI/JIRA Summary
CC-25074 Workspaces - update workspaces_content_service to new version
CC-25068 Workspaces webchat input text box disabled
CC-25440 Need to update Keyboard shortcuts page for AACC OLH for 7.1.1 and 7.1.2
CC-25794 Log4j Vulnerability CVE-2021-44228
CC-25794 Log4j Vulnerability CVE-2021-44228
CC-25440 Need to update Keyboard shortcuts page for AACC OLH
CC-25068 Workspaces webchat input text box disabled
CC-25403 Workspaces shortcut key should update description to Open transfer menu
instead of Blind transfer an interaction
CC-25517 Workspaces – Section 508 – Sup_Agent cannot use keyboard to click to call agent
CC-25523 Workspaces - Section 508 - Agent cannot use keyboard to move down the list
transferred skillset
CC-25526 Section 508 - Workspaces Accessibility should work for My Agent widget at status
dropdown list and focus on call record
CC-25539 Section 508 - Workspaces Accessibility - Jaws read out all agent info again when
focus on Status or Click to call at My Agent widget
CC-25544 Workspaces Accessibility - User Menu not working with JAWS
CC-25545 Need to add a hotkey for transfer button (AACC) + update documentation
CC-25546 Need to update aria-label for checkboxes of General Settings tabs
CC-25547 Checkboxes label in Notification Settings speak two to three times with the screen
reader
CC-25548 Jaws should pronounce workspaces toasts
CC-25558 Workspaces – Should focus on interaction card when unholding the chat
interaction with keyboard
Page 82
Release Notes
CC-25582 Workspaces – Section 508 – The content of Suggested Phrases should be read out
by Jaws
CC-25644 Workspaces – Section 508 – Jaws should read out the status of channels, time in
state on Agent state summary
CC-25798 Workspaces – Cannot switch menu on interaction card using shortcut key after 2
times
CC-25799 Section 508 - Workspaces Accessibility - Jaws read Redial button not correct when
it is enabled
CC-25800 Workspaces – Section 508 – Address book area should be focused exactly when
using shortcut key
CC-25801 Workspace – Section 508 – The order of members in the team’s menu is read out
incorrectly when trying to transfer the call to another member
CC-25803 [Accessibility defect Chrome/Edge] - More Menu - Jaws skips 1st work/disposition
code
CC-25804 JAWS pronounses Checkboxes labels in Settings -> Audio three times
CC-25806 Workspaces - Section 508 – Datepicker can not open choose date when using
keyboard in Customer History Search
CC-25807 [Accessibility defect Chrome/FF/Edge] - More Menu - Work Codes Menu Needs To
Be Read by Jaws
CC-25808 WORKSPACES UI - Sidebar Expand button should say "Expand sidebar navigation"
CC-25809 UAC_3.8.1.0.12 UI issues after Consult
CC-25810 Need to update aria-label for channel icon of Interaction table in My Agents
widget
CC-25811 Workspaces Accessibility – Agents is not notified on Jaws tool for new alerting
contact on Workspaces
CC-25812 Workspaces shortcut key mismatch between Help page and Help Menu for key
Emergency exit
CC-25846 WORKSPACES UI - JAWS does not convey collapsed/expanded on User Menu
CC-25847 WORKSPACES UI - Double speech on Tablist (outer div)
CC-25849 WORKSPACES UI - Unlabeled "For Button"
CC-25936 WS Monitoring Service is not functional to remove stuck interactions
7.1.1 Workspaces Section 508 Agent is not notified on Jaws tool and cannot use
CC-26010 scrollbar when opening the Notification list on Agent Toolbar
the screen reader reads all the content in the window or it reads About tab when
CC-26069 that is not what is focused
CC-26071 all the contents of the modal are spoken by the screen reader
CC-26073 Workspaces Accessibility - Tooltip should be shown per element focusing
CC-26074 7.1.1_Workspaces_sestion 508_ The Jaws pronounce card info with double speech
CC-26075 Setting Panel-- Panel name is "About" instead of "Settings"
CC-26077 Sidebar Active Button Indication using Color
Workspaces – Section 508 – Jaws should read out the information of record and
CC-25585 focus on the redial button to make call from Interaction Log
Workspaces - Section 508 – JAWS should read out meaningful the action of
CC-25870 Expand/Collapse button when press Enter
Workspaces – Section 508 – Jaws should read out the status of channels, time in
CC-25644 state on Agent state summary
CC-25912 JAWS pronounses Customer Details instead of Work card label
Page 83
Release Notes
Workspaces - Section 508_ Jaws tool doesn't focus correctly on the position of
CC-25889 keys on DTMF
Workspaces_sestion 508_ The Jaws tool does not read action status when using
CC-25805 shortcut key
CC-25847 WORKSPACES UI - Double speech on Tablist (outer div)
Section 508 – There is no alerting for incoming Email or EWC contact and cannot
CC-25922 use Enter key to accept them while JAWS is opening
CC-25925 Tooltip displays incorrect role on Team widget
CC-25932 Section 508 - Jaws read User Menu by English instead of selected language
Workspaces – Section 508 – Jaws tool does not read action status on Email or EWC
CC-25931 contact when using shortcut key
Session 508 - JAWS read both the previous select tab and ABOUT tab after
CC-25924 navigate to Settings widget again using ctrl+alt+, shortcut
Workspaces shortcut key mismatch between Help page and Help Menu for Open
CC-25988 Address Book key
Section 508 - Jaws should read out a notification when user sign in failed
CC-25926 Workspaces
CC-25846 WORKSPACES UI - JAWS does not convey collapsed/expanded on User Menu
Table header has no association when focus was in the table cell in My Agents
CC-25933 Widget
There are two attribute - aria-expanded and aria-label - giving the state which will
CC-26078 be confusing for blind users
CC-26094 Multistate components reveal their current status (state/value)
CC-26095 Collapsed state of the control, on initial focus, is not announced
CC-26096 When multiple nested tables are open, they all are named
CC-26097 Ready is not announced when tabbing to the control
CC-26085 Workspaces Suggested content Widget for email not present/not working
CC-26133 My Agent view shows only 10 Agents for Supervisors
CC-26150 Email templates for plain text reply inserting at top instead of cursor position
CC-26143 Agents unable to log in or control workspaces
CC-26171 Email arrival time incorrectly changed to the open time in Workspaces
CC-26074 Sestion 508 - The Jaws pronounce card info with double speech
CC-26162 Sestion 508 - Workspaces Keyboard navigation not working as expected
CC-26163 Sestion 508 - Workspaces - Tab key must read items that are read only
CC-26157 Sestion 508 - Duplicate labels when more than one similar key on workspaces
Sestion 508 - Workspaces Call interaction card - Agent cannot confirm time in any
CC-26161 state
CC-26159 Sestion 508 - Consult shown as Conference button is confusing or misleading
CC-26183 Sestion 508 - Filter by State always reads as checked
CC-26325 Workspaces upgrade to HA failing
CC-26323 Double work cards when supervisor barge in contacts.
CC-26324 Workspaces - Missing icon transfer when agent transfer to service
7.1.2 WORKSPACES- Workcard display incorrectly when agent join in a conference
CC-24758 after end observe
CC-26480 istio-ingressgateway increase resource limit memory from 200Mi to 1000Mi
Page 84
Release Notes
CC-25487 An unclear message displays when agent try to send a suggest phrase after session
chat between agent and customer is disconnected
CC-26499 WS Worker node ran out of space due to logging - WS Outage
Page 85
Release Notes
CCMA ActiveX Control MSI – Content and Versions
File Name File Size (bytes) Version

ChartWrapperCtrl.ocx 64360 1.0.0.1
DTPWrapperCtrl.ocx 97128 8.0.0.1
hrctrl.dll 113512 8.0.0.4
iceemhlpcontrol.dll 129896 8.0.0.2
icertdcontrol.dll 854888 9.0.0.3
iemenu.ocx 65648 4.71.115.0
ntzlib.dll 65080 1.1.4.0
olch2x8.ocx 2102448 8.0.20051.51
rope.dll 248680 1.0.0.4
rsclientprint.dll 594432 2011.110.3128.0
sstree.ocx 337120 1.0.4.20
WSEColorText.ocx 179048 6.0.0.15
xerces-c_2_7.dll 1893832 12.5.0.1190
Page 86
Release Notes
Appendix B – Additional Security Information

Store Maintenance – backup and restore
Backing up the Certificate Store
1) Ensure all services are stopped
2) Launch Security Manager
3) Go to Store Maintenance Tab
4) In the Backup and Restore Certificate Store section choose a location in which to create the backups.
NOTE: do not choose a Contact Center directory structure
5) Press the Backup button to back up the store and its associated files
6) Check your chosen backup location and verify the following files are present in the directory:
CCKeyStore.jks, signme.csr (optional), storeInformation.txt ,storePwdEncrypt.txt
Restoring the Certificate Store

1) Ensure all service are stopped
4) Select the location where your backups are stored, in the Backup and Restore Certificate Store
section
5) Press Restore button to restore the store and associated files
6) Close Security Manager
7) Open Security Manager and confirm store has the correct content
8) Start Services
After restoring Certificate Store – Reset Security Level if previously set to ON
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.
1) Ensure all services are stopped.

2) Launch Security Manager.
3) Go to Security Configuration Tab.
4) Check Security level – If ON then turn OFF and then ON again.
5) Hit Apply button.
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
Page 87
Release Notes
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.
Backing up the Certificate Store
1) Ensure all services are stopped

4) In the Backup and Restore Certificate Store section choose a location in which to create the backups.
NOTE: do not choose a Contact Center directory structure
5) Press the Backup button to back up the store and its associated files
6) Check your chosen backup location and verify the following files are present in the directory:
CCKeyStore.jks, signme.csr (optional), storeInformation.txt ,storePwdEncrypt.txt
Restoring the Certificate Store
9) Ensure all service are stopped

12) Select the location where your backups are stored, in the Backup and Restore Certificate Store
section
13) Press Restore button to restore the store and associated files
14) Close Security Manager
15) Open Security Manager and confirm store has the correct content
16) Start Services
After restoring Certificate Store – Reset Security Level if previously set to ON
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.
1) Ensure all services are stopped.

2) Launch Security Manager.
3) Go to Security Configuration Tab.
4) Check Security level – If ON then turn OFF and then ON again.
5) Hit Apply button.
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.
Page 88
Release Notes
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
IP Office releases TLSv1 support
All supported IP Office releases currently provide support for TLSv1.0, TLSv1.1 and TLSv1.2.
Avaya Aura Media Server releases and TLSv1 support
AAMS TLS v1.0 TLS v1.1 TLS v1.2 Options

Release support support support
8.0 No No Yes Configurable (via Element Manager) TLSv1.0
or TLSv1.1 can be set instead if required
10.1 No No Yes Configurable (via Element Manager) TLSv1.0
or TLSv1.1 can be set instead if required
Page 89
Release Notes
Known applications and services that cannot support TLS v1.2
HDX / DIW connection to databases
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”.
System Manager 7.0
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
CCT Toolkit
CCT Webservices works based on what we select protocol version in CCT Console:
- select TLSv1.0 in CCT Webservices it accepts connections from other Applications with TLSv1.0 only
Page 90

ACCS 7.1.2.1 Release Notes

Uploaded by

Copyright:

Available Formats

ACCS 7.1.2.1 Release Notes

Uploaded by

Document Information

Copyright

Available Formats

Share this document

Share or Embed Document

Sharing Options

Did you find this document useful?

Is this content inappropriate?

Copyright:

Available Formats

ACCS 7.1.2.1 Release Notes

Uploaded by

Copyright:

Available Formats

Avaya Contact Center Select

Known Issues ..................................................................................................................................................... 50

Avaya Aura Media Server OVA

File Name MD5 Checksum

Avaya WebLM OVA

Filename MD5 Checksum

DVD Product Installation

Filename MD5 Checksum

Release Pack Bundle

Filename MD5 Checksum

Additional Required Updates

File Name MD5 Checksum

Avaya Contact Center Select Workspaces Cluster

File Name MD5 Checksum

Avaya Aura Media Server OVA and Hyper-V Upgrade

File Name MD5 Checksum

Additional Optional Updates

File Name MD5 Checksum

SNMP Trap Configuration File

File Name MD5 Checksum

File Name MD5 Checksum

Migration Tool for RCW Generated Reports

The utility is available in: Install Software\CCMA\RCW_Migration_Utility

SCT's behavior on the "Users" sheet updates in 7.1.2.1 (CC-23193)

This Login button will do 2 tasks:

SWITCH SOFTWARE SUPPORT

Phone Compatibility updates with Avaya IP Office 10.0

Avaya Session Border Controller for Enterprise support

Secure Access Link support

PLATFORM VENDOR INDEPENDENCE (PVI)

Recommended Network Adapter

OPERATING SYSTEM & VIRTUALIZATION

Operating System Information

Microsoft Windows Server Updates

Windows Server 2012 R2

Windows Server 2016 with Desktop Experience

Red Hat Enterprise Linux Updates

CentOS Linux Updates

VMware Horizon View VDI

• VMware vCenter, Release 5.0 or later

• Citrix XenApp 6.5

Microsoft Operating System Updates

Windows Server 2012 R2

Windows Server 2016 with Desktop Experience

Note: IE Compatibility Mode must be enabled on Edge.

CCMA Support with Edge in IE mode

Microsoft .NET Framework Support

Windows 11 Pro Support Only

ESXi/vCenter 6.5 Limitations

DEPLOYMENT & CONFIGURATION INFORMATION

Windows Firewall Service

Tools for extracting software

Important - Default Out-of-Box Certificate Removal

Removal of Default Out-of-box Certificates

Disable Windows Automatic Maintenance

To disable Automatic Maintenance:

After installation is complete you may re-enable Automatic Maintenance

Disable Windows Updates

Windows Server 2016 with Desktop Experience

Orchestration Designer Scripts