Product Release Notes for Avaya Proactive Contact 3.0.3 Supervisor

Product Release Notes for Avaya Proactive Contact3.0.3 Supervisor

Table of Contents

1.Pre-requisite

1.1.Hardware Requirements

1.2.Obtaining files and patches

2.Installation

2.1.Pre-installation Procedure

2.2.Upgrade Instructions

2.3.Installation Procedure

2.4.Post-Installation Procedure

2.5.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 Supervisor.

1.Pre-requisite

1.1.Hardware Requirements

The following are minimum hardware requirements for Windows XP:

  • 800 MHz 32-bit (x86) or 64-bit (x-64) processor
  • 512 MB RAM
  • 15 GB free disk space on a 20 GB hard drive
  • DVD ROM Drive
  • Network Capable
  • Microsoft Internet Explorer 6.0 or later

1.2.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 Supervisor, Material ID: 700459274.
  • 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 Supervisor ISO image.

To write the ISO on a CD:

  1. 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.
  2. 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.
  1. Browse and select the ISO image for burning.
  2. Wait until the CD burning is completed.
  3. Label the CD as Avaya Proactive Contact 3.0.3 Supervisor Material ID: 700459274.

2.Installation

This document is the release notes for Avaya Proactive Contact 3.0.3 Supervisor.

2.1.Pre-installation Procedure

None

2.2.Upgrade Instructions

You can upgrade from Avaya Proactive Contact 3.0.1 or 3.0.2 to 3.0.3. To upgrade from a previous version of Avaya Proactive Contact Supervisor:

  1. Insert the installation CD in the CD/DVD-ROM drive.
  2. Run Setup.exe program located in the Disk1 directory of the SupervisorCD/DVD ROM.
  3. The installer detects for any previous version of the Supervisor application and shows the following prompt:
    Setup has found an earlier version of this product installed on your machine. For proceeding with this installation it is required that older version is uninstalled.

Do you want to continue?

  1. Click Yes.
    A message is displayed on the screen “Uninstalling older version of Supervisor”. The setup will uninstall the previous version of the software.
  2. To install the latest version of the Supervisor application, continue
    from step 3 of the Installation Procedure given after this section.

2.3.Installation Procedure

This procedure will install all Supervisor applications and Health Manager.

NOTE: You must have administrator privileges on the PC to install this
software. For Japanese, Korean, and Chinese installations, ensure
you login to the PC with a user name and password that does not
include double-byte characters. Use alphanumeric characters only.

  1. Insert the installation CD in the DVD-ROM drive.
  2. Run Setup.exe program located in the Disk1 directory of the Supervisor DVD-ROM.
  3. When the installation wizard appears, answer the prompts, and accept the default values. Except for theLicense agreement screen, on this page select “I accept the terms of the license agreement”.
  4. After the installation is complete, a message appears requesting you to finish the configuration by opening the Health Manager application.
  5. Click Finish on the Install Shield window.

2.4.Post-Installation Procedure

This section provides the post-installation procedure for Avaya Proactive Contact

3.0.3 Supervisor:

Configuring the Supervisor application:

  1. Double-click the Health Manager icon on the desktop.
  2. Enter the name and IP address of the dialer you will be connecting to in the Primary Proactive Contact Details. For example: “serverabc” and “123.456.789.123”. Enter the same information in Database Server Details. In the Mail Server Details, enter the Name and the IP address of your exchange server. For example, “cof123AEXU5” and “123.345.789.25”.
    NOTE:If you do not need email event notification from Health Manager,
    you can enter the same information that you entered in the
    Primary Proactive Contact Details.
  3. Close the Mid-Tier Configuration Window.
  4. Restart the computer after configuring the supervisor application.
    NOTE: If you do not complete this step, you will see an error message
    when you try to view Reports in the Analyst application.

All client applications are now ready for use.

Microsoft Windows Firewall

Avaya does not recommend that you turn on Windows Firewall on PCs running ProactiveContact Supervisor. If you do, Windows Firewall will display a warning message each time youstart any of the Supervisor applications. Although this warning states that the firewall is blockingsome application functionality, the applications will continue to run without causing any problem.

We recommend that you either turn the firewall off or enable it to allow application exceptions. Ifyou choose this option, a user with administrator privileges on the computer should open eachapplication. When the warning message appears, click the Unblock button. This will add theapplication to the list of exceptions to firewall policy and allow all other users to access theapplication.

Alternatively, you can add the applications in the Exceptions list of Windows Firewall:

  1. ClickSecurityCentericon in the Control Panel.
  2. Click Windows Firewall icon.
  3. Click on the Exceptions tab.
  4. Click Add Program.
  5. Select Analyst, Monitor, Editor,Health Manager, and System Telnet PC Analysis application.
  6. Click OKto add the application to the Exception list.
  7. Click OK.

Windows XP SP2 Enhanced Browsing Security Restricts Online Help Navigation

By default, Windows XP SP2 prohibits active content from being run on your PC. This has the effect that all online help pages will display a message at the top of the page stating that InternetExplorer has restricted this file from showing active control that could be used to access yourcomputer. This restricts your ability to navigate easily through the online help system.

To resolve this issue:

  1. Open Microsoft Internet Explorer.
  2. Select Tools > Internet Options.
  3. Click on the Advanced tab.
  4. Under Security, select the box labeled “Allow active content to run on file on My Computer”.
  5. Click OK and then close Internet Explorer.

2.5.Uninstallation Procedure

To uninstall Avaya Proactive Contact 3.0.3 Supervisor:

  1. Go to Start > Settings > Control Panel.
  2. Double-click the Add/Remove Programs icon.
  3. Select the current product and click Change/Remove.
    Follow the onscreen instructions.
  4. Click Finish after uninstallation is complete.

3.Enhancements

None

4.Customer Found Defects Fixed in this Release

4.1.List of associated patches

Patch Number / WI Number / Summary - Description
PC3_855 / wi00018238
wi00021752
wi00021750
wi00021747
wi00023098
wi00022274 / Campaign Monitor, Campaign Analyst does not have issues related to display of Korean characters. Now job linking can be defined with Jobname with Korean characters
PC3_954 / wi00064956
wi00120315 / Fixed issues related German/Russian Editor Crash in following scenarios:
1. Editor job start/stop times reset to 00:00 when non-US date formats are used.
2. In Editor, the time in selection timezone tab is not displayed properly.
3. In German the Start Time and Stop Time is set to 00:00 and in Russian the start time is set to 00:00 and the Stop Time is displayed without converting in local time setting (remains dot separated).
PDS4_851 / wi00299629 / This patch fixes a problem where choosing the date criteria "Last 7 days" for an Analyst report selects records for the last full week instead of the last seven day.
PDS4_864 / wi00023694
wi00023697 / JAPANESE: Incorrect translation of detect code REORDER has beed fixed.
PDS4_915 / wi00303206 / Supervisor does notdisplay proper message when user with disabled account tries to log on.

4.2.List of associated QQ Calls

QQ Call ID / WorkItem Number / Resolution - Description
118825 / wi00021752 / jobnames with Korean characters are displayed correctly in Campaign Monitor
130486 / wi00064956 / Fixes from patch PC3_954 related to Editor crash are included in this SP
143799 / wi00295234 / Values for average connects and type agent average connect in Campaign Monitor are correctly calculated and displayed
118099 / wi00021747 / Job link from Korean named job can now be created
118379 / wi00021750 / Job Wait queue view in Campaign Monitor is no longer corrupt for Korean Language
126317 / wi00064285 / Japanese translation of message related to monitoring agent in campaign monitor has beed fixed
138228 / wi00124327 / Fix for this issue now counts Code96, alongwith Code46 and Code48 under abandons calls in Time Summary reports under Job, Time ofDay,Job Monthly and Time of Day Monthly section.
125731 / wi00303206 / Account disable scenario was not handled in code.Code modified in CCBridge and Session Class.

5.Troubleshooting

Issue: Supervisor is unable to connect to the dialer.

Solution: If the Supervisor is not able to connect to the dialer then check the following:

  • Ensure that all the Dialer, Mid-Tier, and Database processes are running.
  • Add the Dialer Host entry in the C:\WINDOWS\system32\drivers\etc\hosts file
  • Verify the ORACLE test connection using the ODBC Data Source Administrator tool.

6.Known Issues

WI / Description / Work Around
wi00306309, wi00304469 / HM Configurator does not create tnsnames.ora / Copy the tnsnames.ora file from Disk1/SupportFiles to:
Open Notepad.exe. Create a file named tnsnames.ora and copy the following content:
# TNSNAMES.ORA Network Configuration File: C:\Program Files\Avaya\Proactive Contact 3.0\Services\3rdParty\Oracle10g\tnsnames.ora
# Generated by Oracle configuration tools.
AVAYAPDSDB =
(DESCRIPTION =
(ADDRESS_LIST =
(ADDRESS = (PROTOCOL = TCP)(HOST = <HOSTNAME>)(PORT = 1521))
)
(CONNECT_DATA =
(SERVICE_NAME = orastd)
)
)
Copy the above fille to <InstallPath>\Services\3rdParty\Oracle10g
Open tnsnames.ora file and replace the HOSTNAME with dialer name.
wi00320717 / While exporting analyst report in txt format some field's value gets stripped off / None
wi00310404 / The application data does not get updated for the apds-jobOFCOM.arcfjobCompletionCode.cmv files / After installation, copy the file apds-jobOFCOM.arcffrom the path:
$INSTALLDIR\Supervisor\Analyst\Reports\Configfiles to: C:\Documents and Settings\%user%\Application Data\Avaya Proactive Contact Supervisor\Analyst\
To find the destination folder easily, click on Start > Run and type %appdata%. and then browse to "Avaya Proactive Contact Supervisor\Analyst"
The application data is not updated for the jobCompletionCode.cmv if one is already present over there.
After installation copy the file jobCompletionCode.cmv from $INSTALLDIR\Supervisor\Monitor\ to
C:\Documents and Settings\%user%\Application Data\Avaya Proactive Contact Supervisor\Monitor\
To find the destination path easily, click on start->Run and type %appdata% and then browse to "Avaya Proactive Contact Supervisor\Monitor"
wi00316435 / [303k04]PC3_803 patch scenarios failing / None
wi00311048 / Changes are ignored in Strategies / None
wi00091076 / Editor allows entering the alphabets in early start time & early stop time fields. As a result, the Editor crashes while entering alphabets. The job cannot be reused. / Note: This issue has been resolved in Avaya Proactive Contact 4.1 and will not be fixed in any future Avaya Proactive Contact 3.0.x release.

7.Contact Support

Customers can contact Avaya Proactive Contact Technical Support through Internet, email, or telephone. For details visit:

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