Product Release Notes for Avaya Proactive Contact 3.0.3 Dialer

Product Release Notes for Avaya Proactive Contact3.0.3 Dialer

Table of Contents

1.Pre-requisite

1.1.Obtaining files and patches

2.Installation

2.1.Pre-installation Procedure

2.2.Installation Procedure

2.3.Post-Installation Procedure

2.4.Uninstallation Procedure

3.Enhancements

4.Customer Found Defects Fixed in this Release

4.1.List of associated patches

4.2.List of associated QQ Calls

5.Troubleshooting

6.Known Issues

7.Contact Support

This document is the release notes for Avaya Proactive Contact 3.0.3 Dialer. This document details the necessary steps to update an existing Dialer installation.

1.Pre-requisite

1.1.Obtaining files and patches

There are two ways to obtain this release. They are:

Ordering the installation CD labeled Avaya Proactive Contact 3.0.3, Material ID: 700459266.
Downloading the ISO file from Avaya Support Web site and writing it on a CD.
To download the ISO file:
Go to Avaya support site at
Go to Resource Library and navigate to Downloads > Proactive Contact -> 3.0.x.
Download the Avaya Proactive Contact 3.0.3 Dialer ISO image.

To write the ISO on a CD:

Insert a blank writable CD in the CD / DVD RW drive.
NOTE: You can use any available CD writing tool like Roxio
or Nero to write the ISO file on a CD.
Select the Image burning option from the CD writing software.

For Roxio select Copy > Burn Image option.
For Nero Express selectImage, Project, and Copy > Disc Image or Saved Project option.

Browse and select the ISO image for burning.
Wait until the CD burning is completed.
Label the CD as Avaya Proactive Contact 3.0.3 Material ID: 700459266.

2.Installation

This section describes how to install and uninstall this release.

2.1.Pre-installation Procedure

NOTE: HP-UX 11i Update for B2000/B2600/C8000(Material ID: 700459290) and Avaya Proactive Contact Database 3.0.3(Material ID: 700476070 and Material ID:700476088) should be installed before starting dialer installation.

Ensure you have performed the following steps before installing Avaya Proactive Contact 3.0.3 Dialer:

Login to the dialer as admin.
At the Unix prompt, run the following commands:
stop_pds
stop_mts
stop_db
Take a backup of the configuration files that must be brought forward after this release is installed.
If the Avaya Proactive Contact Database is installed on this computer, backup the database by executing the following steps:
Login to the dialer as root.
Insert a blank DDS tape into the tape drive.
Run the following commands:
cd /opt/dbase
tar –cv0 *
Logout as root and login as admin.
Remove the DDS tape from the tape drive, label it with the release version and current date and store it in a safe place.
Alternatively take ignite backup of complete dialer using moimage.
Logout as admin and login as root.
Caution: Do notuse switch command to su to root from admin. (Ensure that no other user other than root is logged in)
Run the following command:
swlist
Verify the appropriate version of Avaya Proactive Contact 3.0 (K36 or K37 for English, K37 for all other languages) + 3.0.1 (K08) + 3.0.2 (K07).

NOTE: This service pack includes PDS12_892 patch which appends several fields to the calling list. Therefore, we recommend taking backup of calling lists before starting theinstallation. You should havesufficient disk space free to ensure successful backup. For example if callinglist size is 1GB make sure that you have 2GB disk space available beforestarting the installation.

For details on the approximate time that the installer takes for migrating the calling list is available in the installation procedure under step 16.

2.2.Installation Procedure

This section describes the steps to install this release.

Insert the installation CD in the CD/DVD ROM drive.
Mount the CD using the following command:
mount –F cdfs –o rr /dev/dsk/<Drivename> /CDROM
NOTE: If you do not know which block device file is associated with your CD/DVD drive, execute “ioscan –fnd sdisk” command to find the device. Insert the proper name wherever you see <Drivename> in this procedure.
At the Unix prompt, run the following command:
swinstall
The Specify Sourcedialog box will appear and the Source Depot Type field will be highlighted with entry Network Directory /CDROM.
Tab to Find Local CD and press Enter.
The swinstall will search details of CDROM and update the following:
Source Host Name as <Host Name>
Source Depot Path as “/CDROM”
Tab to OK and press Enter.
The SD Install – Software Selectiondialog box will be displayed, as well as the software products found on the CD media. Using the arrow keys, position the cursor on the PC_SVCPK3 product and press Enter.
The filesets that comprise the PC_SVCPK3 product will be displayed. Using the arrow keys, position the cursor on each of the appropriate filesets (see below), and press SPACEBAR to highlight the entry.
For all installations, the following filesets are required and must beselected.
ADMIN
DIALER
DIALERBASE
SOE
TZONEBASE
Depending on the language of the installation, one, and only one, of thefollowing filesets must be selected.
CHINESE_SIMPLIFIED
FRENCH_FRANCE
ENGLISH
GERMAN
ITALIAN
JAPANESE
KOREAN
PORTUGUESE_BRAZIL
RUSSIAN
SPANISH_INTL
If this system is a Mid-Tier Server, the following filesets must be selected.
MIDTIER
MTBASE
MTDBASE
If the IVR Integration feature is installed on this system, the followingfileset must be selected.
IVR
If the Agent Blending feature is installed on this system, the followingfilesets must be selected.
BLEND
BLENDBASE
DISPATCHER
After the appropriate selections have been made, press “m” to mark eachentry for installation. If you see a message about additional softwarebeing marked, press Enter to acknowledge the message.
Using the arrow keys, position the cursor on the(go up) and press Enter. At this time there will be either a Partial or Yes in front ofPC_SVCPK3.
Press TABand then press “a”to display the Actions menu item. Press “i” to select the Install (analysis) option.
After installation, the Install Analysis dialog box will display the results. The status should be Ready and Products Scheduled should be x of x. If there are no errors, skip to step 14.
If an error occurred:
An Error dialog boxis displayed. Press Enter to acknowledge the error.
TAB to Cancel and press Enter.
Press TAB and then f to display the File menu items. Press “e” to exit swinstall.
Refer to the file “/var/adm/sw/swagent.log” for a listing of the errors and/or warnings. Resolve all issues and go back to step 3.
Tab to OK and press Enter. The Install Windowdialog box is displayed and the installation of the fileset starts. When the installation is completed, the Install Window dialog box displays the results. The status should be Completed, Percent Complete should be 100% and Kbytes Installed should be x of x.
TAB to Done and press Enter.
You may observe that the installation takes sometime to complete due to additional time required to migrate calling lists. The following table shows approximate time required for 4 different configurations.

The following table details are for B2000 machine.

Scenario 1 / Scenario 2 / Scenario 3 / Scenario 4
Calling list record size / ~740 bytes / ~740 bytes / ~2000 bytes / ~4000 bytes
Calling list size / ~250MB / ~1.5 GB / ~1.9 GB
Number of records / 501 / 354207 / 753696 / 502464
Time Taken / ~16 secs / ~ 6 mins / ~ 1 hr 30 mins / ~ 3 hrs

The following table details are for C8000 machine:

Scenario 1 / Scenario 2 / Scenario 3 / Scenario 4
Calling list record size / ~740 bytes / ~740 bytes / ~2000 bytes / ~4000 bytes
Calling list size / ~250MB / ~1.5 GB / ~1.9 GB
Number of records / 501 / 355209 / 816504 / 502464
Time Taken / ~ 6 secs / ~ 3 mins / ~ 32 mins / ~ 1 hr

The SD Install – Software Selection dialog box is displayed. Press TAB and then press “f” to display the File menu items. Press “e” to exit swinstall.

Review the file /var/adm/sw/swagent.log for any additional errors or warnings. Resolve all issues before proceeding.

2.3.Post-Installation Procedure

This section describes all steps that must be taken after this release is installed.

Unmount CD using the following command:
umount /CDROM
Remove the Avaya Proactive Contact 3.0.3 CD from the CD/DVD ROM drive and store in a safe place.
If the ENGLISH fileset has been installed, you will see a note in installationlog /var/adm/sw/swagent.log, providing information about a new version of locale.cfgcalled locale.cfg.new. This file has been updated with more currentinformation on area codes and exchanges. If you want to use the new locale.cfg file then run the following command from the UNIX command prompt:
Login to the dialer as admin
cd /opt/avaya/pds/config
cp locale.cfg.new locale.cfg
NOTE: The new version of locale.cfg has entries in it for China using thetime zone designation letter r. Verify entries in locale.cfg and timezone.cfg for China.

Ofcom configuration changes

Ofcom configuration changes are required only if you intend to run Ofcom compliant jobs on the dialer.

The ofcom feature requires manual changes to the existing configurations in addition to the automated changes to the outbound.edt and blend.edt files:

If system is updated to 3.0.3 from an existing ofcom compliant system, most of the steps will not be required. However if the system is new install, ALL of the manual steps should be followed.

*.job
compcode.cfg,
telephny.spt
*.fdict change to add new calling list fields ABDNCODE, ABDNDTE and ABDNTME
Rebuild calling list with the new *.fdict files.
alljobs.dat
latelst/latemrk changes to carry forward ABDNCODE, ABDNDTE and ABDNTME
Sample for record selection criteria

*.job files

Ofcom feature is configured on job basis and therefore three new parametersOFCOM, RUNOFCOM and OFCOMTIMER are added into *.job files that areoutbound or blend jobs. The corresponding changes in outbound.edt and blend.edt are as follows:

OFCOM:outbound ofcom feature:NO:YES:CHECKBOX:NO:JOBTYPE:4:3:
RUNOFCOM:script to handle ofcom calls::YES:TEXTBOX:NO:LABELS:5:31:
OFCOMTIMER:Ofcom Timer::YES:TEXTBOX:NO:SVCLEVEL:3:3:

An example to configure an ofocm job is listed below:

OFCOM:YES:
RUNOFCOM:OUT_wait1_f_ofcom:
OFCOMTIMER:2.0:

Where:

OFCOM is a feature on/off flag.available in the Editor as a checkbox.

RUNOFCOM is the subroutine defined in telephny.spt. The subroutine defines how to handle the calls when they expire after 2 seconds in queue waiting. This subroutine can be specified in the textbox labeled "script to handle ofcom calls" in the Editor.

The call waiting expiration time for ofcom jobs is defined through OFCOMTIMER:2.0:

This parameter can have values from 0.5 secs to 9.0 seconds and can be specified to tenth of a second. Here, 1.9 seconds is a valid value for this parameter.

The timer value can be specified in the textbox labeled "Ofcom Timer" in the Editor.

Typical definition for OUT_wait1_f_ofcom is as follows:

OUT_wait1_f_ofcom

rem ***** play message for ofcom call ******

deliver 1

let CODE CONNEXPIRE

return

The detailed discussion on OUT_wait1_f_ofcom is in "3.telephny.spt"

compcode.cfg

NOTE: This step is not required if system is already configured for ofcom compliance.

A unique completion code is needed to indicate ofcom call results.

The default code is 96 and its appearance in compcode.cfg as given below:

96:CONNEXPIRE:OP:YES:NO:NO:YES:NO:NO:CONNEXPIRE:connect to agent expired:OP:

NOTE: The call abandoned flag (7th field) has been turned on in the above. If it's desired to view ofcom call as abandoned call in the reports, then the corresponding changes must be made on Campaign Analysts.

telephny.spt

NOTE: This step is not required if system is already configured for ofcom compliance.

The jobs that are intended to have ofcom feature are typically configured as follows in their .job file:

OFCOM:YES

RUNOFCOM:OUT_wait1_f_ofcom

OFCOMTIMER:2.0:

where OUT_wait1_f_ofcom is the subroutine that are defined in telephny.spt. The definition for OUT_wait1_f_ofcom is exemplified as follows:

OUT_wait1_f_ofcom

rem ***** play message for ofcom call ******

deliver 1

let CODE CONNEXPIRE

return

NOTES:

First of all, the call waiting script OUT_wait1_f_ofcom must be referenced in all ofcom jobs. It is referenced in .job file, not in telephny.spt.
When the script OUT_wait1_f_ofcom gets executed, the 2 second timer is about to expire.
What the script OUT_wait1_f_ofcom tries to do here is:
Play the voice msg 1 to the customer
Let the completion code be CONNEXPIRE which is what's defined in compcode.cfg for ofcom feature.
It is noteworthy in the above that voice message played can be changed to fit customer's needs.

*.fdict changes

NOTE: This step is not required if system is already configured for ofcom compliance.

Three additional fields are needed to save the DATE, TIME and CODE for the abandoned ofcom calls so that the ofcom calls will not be called again in the next 72 hours except on managed jobs through record selection procedure.

These three new fields specified below and should be added to all the*.fdict files

ABDNDTE:10:D:Abandoned System Date:

ABDNTME:8:T:Abandoned System Time:

ABDNCODE:3:C:Abandoned Completion Code:

NOTE:The length of ABDNCODE is 3, not 2 like in PDS12 systems.

Rebuild the calling lists

NOTE: This step is not required if system is already configured for ofcom compliance.

Assume the *.fdict files have been changed with the three new fields in the above. Rebuild the existing calling lists with the new *.fdictas follows(list1 is an example here, and assume list1.fdict is the dictionary file name for list1):

cp list1 list1.orig

ext_list list1 list1_new list1

cp list1_new list1

Where:

Usage: ext_list (calling list) (new calling list) (new file dict.)[options]

Options:

-f first_rec

-l last_rec (0 to create empty list)

-i interactive

alljobs.dat

NOTE: This step is not required if system is already configured for ofcom compliance.

When a call is coded as 96 (CONNEXPIRE), the date, time and the code of the call must be saved in the three new fields so that the same record can not be called again in the next 72 hours except by managed jobs.

The way to make it happen is to configure outpostgene with threeassignments for the fields ABDNCODE, ABDNDTE and ABDNTME when a callis marked as 96. An example is given below:

outpostgene

increment COUNTER

test CODE = 93 copy CODE SVJCODE

test CODE = 96 copy CODE ABDNCODE

test CODE = 96 copy DTE ABDNDTE

test CODE = 96 copy TME ABDNTME

end

latelst/latemrk

NOTE: This step is not required if system is already configured for ofcom compliance. Changes are needed in the configurations to carry forward values of the new fields ABDNCODE, ABDNDTE and ABDNTME.

list1.prep

For latelst/latemrk, add change to list1.prep file to include the following parameter or something similar to it as long as it includes code 96.

"LATELIST:02,03,05,11,12,13,14,15,16,17,18,19,20,21,22,23,24,25,26,27,28,29,30,31,32,33,34,35,36,37,38,39,40,47,48,96,98"

latelist1.fdict

For latelst/latemrk, add change to latelist1.fdict to include the fields for which data will be brought forward to the new calling list.

ABDNDTE:10:D:Abandoned System Date:

ABDNTME:8:T:Abandoned System Time:

ABDNCODE:3:C:Abandoned Completion Code:

app_list1.prep for Infinite Jobs

For Infinite Job, add change to app_list1.prep file to include the LATELIST parameter (in a. above).

"LATELIST:02,03,05,11,12,13,14,15,16,17,18,19,20,21,22,23,24,25,26,27,28,29,30,31,32,33,34,35,36,37,38,39,40,47,48,96,98"

Sample for record selection criteria

The record select criteria that intended to screen out the ofcom calls in the next 72 hours are displayed below. It's a sample and does not include the real business selection criteria.For example, if the selection file is ofcom.S, then its content would be:

DISPLAY:YES

IGNORETZ:NO

SELECTTYPE:

LIST:redlab06-list1

TZONE:*

RCODE:NOTCALLED,BUSY,AUTOVOICE,NOANSWER,HANG_OUT,CONNEXPIRE

SELECT:ABDNCODE:~ 96:O:1

SELECT:ABDNCODE: 96:A:2

SELECT:ABDNDTE:<$TODAY-3:O:2

UNITFIELD:

STGYFILE:phone1

The description of the criteria would be "select the records whoseABDNCODE are not equal to 96, or ABDNCODE are 96 but its ABDNDTE are older than three days"

Note: Since code length is 3, 96 it has a leading space in the criteria.

The Ofcom configuration is complete.

FORCELOGOUT Parameter

Set the "FORCELOGOUT" parameter to "YES" to clean the agent/operator shared memory and allow the agent/operator to log back in immediately after an improper logout. The check is performed on login.

AGENTSTATIONAUTOIN Parameter

This parameter allows the Agent to remain on Break after taking a direct call from the station.This parameter is available in the master.cfg file. The master.cfg is located at:

/opt/avaya/pds/etc

When the parameter is set to YES, the option is disabled.

For example:

AGENTSTATIONAUTOIN:YES

To enable this feature, set the "AGENTSTATIONAUTOIN:" parameter to "NO".

RECALL_CPA Parameter

This parameter is for customers using Agent Owned Recalls. As per the standard behavior of Agent Owned Recalls, the recalls are not passed to the agent until the call is processed completely by the Communication Manager (CM).The agent would not hear anything until the call is connected and incase of busy or no answer the agent is only able to see the call results at the end of the call.

To turn on the feature of passing recalls immediately to the agents after the number is dialed, you must have the following value in master.cfg:

RECALL_CPA:NO

TRANSID Parameter

TRANSID parameter is added automatically during the installation into the blend.edt and outbound.edt. This parameter helps you to configure calling lists field data must be tagged along with the TT transfer calls.

For example:

The default value for this parameter is:

TRANSID:Tagged TT Transfer data::NO:TEXTBOX:NO:BASIC:24:20:

NOTE: By default, the value of data is set to NO. To enable TRANSID parameter you will need to set the value of the data to YES.

TRANSID:Tagged TT Transfer data::YES:TEXTBOX:NO:BASIC:24:20:

Timezone Modifications

Ensure the following files do not have a colon as a separator in the TZ parameter:

1. /etc/default/tz

2. /etc/TIMEZONE

For eg: If the OS Timezone is "Central Australia" its symbol is represented as "CST-9:30CDT".

Replace the colon from the symbol with period. After replacing the symbol should be displayed as "CST-9.30CDT".

The above steps should be followed for all the timezones that have a colon in the timezone symbol.