Avaya one-x Agent 2.5 Service Pack 2. Release Notes, May 2013

Transcription

1 Avaya one-x Agent 2.5 Service Pack 2 Release Notes, May 2013

2 Contents Introduction... 3 List of files included in this release... 3 Software download and Installation instructions... 3 List of Supported Supported Platforms New Features... 4 Screen Pop triggers... 4 List of issues addressed in this release... 5 Issues with resolution... 6 Other Known issues... 9 LDAP search Request string format in Avaya one-x Agent... 9 Uninstallation Of OneXAgent Service Pack Not supported Features Known MS Windows Issue Hot fix information Contact information Avaya one-x Agent 2.5 Service Pack 2, Release Notes, May

3 Introduction Avaya one-x Agent is an integrated telephony soft-phone solution for agents in contact centers. Avaya one-x Agent provides seamless connectivity to at-home agents, remote agents, out-sourced agents, contact center agents, and agents interacting with clients having vocal and hearing impairments. Avaya one-x Agent 2.5 service pack 2 has a number of bug fixes in addition to the features available in Avaya one-x Agent 2.5. Avaya one-x Agent 2.5 service pack 2 is compatible with Call Center Elite 6.0 and Avaya one-x Agent 2.0,2.5 and later releases. Avaya one-x Agent 2.5 Servie pack 2 also provides the ability to inter-operate with other IM and Presence clients, namely, Avaya one-x Communicator 6.1 and Microsoft Office Communicator 2007 or later. Avaya one-x Agent 2.5 supports Avaya Aura Presence Services 6.1 and Avaya Aura System Manager 6.1 List of files included in this release File Name OnexAgentSetup zip OneXAgentXSD zip Description Install program for one-x Agent client. XSDs used to generate settings and business model for one-x Agent. Software download and Installation instructions The installation procedure to deploy the Avaya one-x Agent solution is provided in the document Installing and Configuring Avaya one-x Agent and Installing Server Applications for Avaya one-x Agent. You can download the documentation from the Avaya Support Web site. Server Application Avaya one-x Agent and Central Management Avaya Aura System Manager Avaya Aura Presence Services Description The Avaya one-x Agent client and the Central Management software are available on the Avaya Support Site at Download the System Manager ISO image from the Avaya Licensing and Delivery System Web site at Download Presence Services installer file from and copy the installer to the host where you want to install Presence Services. Avaya one-x Agent 2.5 Service Pack 2, Release Notes, May

4 Note: Before carrying out the installation, ensure that you read the document. List of Supported Supported Platforms. S.No Operating System Architecture/Versions 1 Windows XP SP2/ SP3 x86,x64 2 Window Vista x86,x64 3 Windows 7 SP1 x86,x64 4 XENApp 5.0 on Win2k3-5 XENApp 6.5 on Win2k8R2-6 MS Internet Explorer 7 and 8 7 Firefox 3.x New Features Screen Pop triggers There are two new trigger items added for screen pop which are visible on one-x Agent s System Settings window-> Screen Pop page under caption Trigger when inbound call is. The two new triggers are : a. Consultive Transfer, b. Conference s last-call. Avaya one-x Agent 2.5 Service Pack 2, Release Notes, May

5 a) Screen pop for the first trigger Consultive Transfer will fire when there is an inbound call which is transferred from another phone using consultive transfer. b) The second trigger Conference s last-call will fire when user s station is part of a conference and all other parties are dropped and only one other participant of the conference remains on call with current station i.e the call is one-to-one having only two participant including current user. Those new triggers are visible and work with one-x Agent when one-x Agent uses local settings\profiles and are NOT available with CAM\ACCCM. List of issues addressed in this release Intermittent oneway talk path.voice from OneXAgent does not go to other end. one-x Agent was not able to login if the IPAdress was used instead of FQDN in the the Central administration url. one-x Agent was using the IP_Agent instead of IP_Supv license for supervisor Functionality. For call display having only caller number, Screen pop for caller number fails since application does not parse caller number correctly. VMware RDP Ringer Audio not audible on client machine. 1XAgent is on call and 1XAgent receives another call. Once the call lands on 1XAgent agent hear only ringback and silence. one-x Agent Audio Advaced tab does not reflect the default recording device Randomly recording Device and playback device selection falls back on different hardware devices when the user selected Device is not avialble. 1X Agent Other phone field doesnt accept ASCII characters. In CAM, if alllow follow up is selected and marked as "read only", extended follow up button doesn't appear Avaya one-x Agent 2.5 Service Pack 2, Release Notes, May

6 On hook Dialling : Functions key press creates call. Consultative transfer fails randomly One-X agent version 2.5 inconsistently handling prompted digits One-X agent 2.5 SP1 Patch 1 sends aux reason codes twice if the Lables are personalized AEC Mode 0 does not accept newly added Recording device. Stops working. New Triggers are added for the Screen Pop when a call is Inbound call. Random Crash issue during call. Fixed issues related to deleting current profile. Current profile deletion is not allowed. In multiple workitem scenario, when a workitem with ACD voice interaction completes(after ACW), agent state changes to available state. Issues with resolution Avaya one-x Agent Issue Upgrading One-X agent restarts the Machines if the One-X agent application is already running during the Upgrading. Resolution One-x Agent restarts the machine to ensure that Binaries to be replaced are not in use. Exit from the One-X Avaya one-x Agent 2.5 Service Pack 2, Release Notes, May

7 Issue Installing server applications for Avaya One X Agent 2.5 covers procedure to install, upgrade server applications. During install and upgrade, the installer prompts the user to enter an encryption key. On Certain machine (e.g. HP Elite) with Windows XP and multiple core/processor. One-X Agent may exhibit heavy jitter while playing the voice of other end. This happens due to a known timer related issues of these machines. Resolution agent before upgrading it. User can enter any encryption key of his choice. However, encryption key may be kept as empty as well. Move to Windows 7 SP1. If windows XP has to be used follow the steps mentioned in the KB Note: This is windows wide setting and one should undo the changes if it does not resolve the problem. Intermittent One way talk path has been observed on Windows 7 Machine where the OneXAgent user could not hear the remote party. Sometimes, Citrix Receiver (version: ) for Windows crashes when you attempt to log on. The problem can occur through a Remote Desktop Protocol (RDP) session and/or an ICA session to a published desktop. The problem is observed when you attempt to launch a published application from the Start menu. Because of this, One X Agent fail to start When length for FAC configured in the Dial plan and the length of FACs assigned for agent login and logout are not matching/correct or there are multiple entries in dial plan consisting/overlapping the assigned agent login/logout FAC then agent login\logout will not work correctly Sometime OneXAgent installation fails on certain machines.this is because the default script host is changed to CScript. It is madatory to have the Service Pack1 of Windows 7 to be installed due to a known issue on Windows 7 related to Audio. Disable DEP (Data Execution Prevention) for SparkEmulator.exe. For details, please refer to Ensure that the dialplan and FAC are configured properly on the CM. The default script host needs to be changed to WScript using following command on command prompt - Avaya one-x Agent 2.5 Service Pack 2, Release Notes, May

8 Issue OneXAgentAPISample application fails to communicate with one-x Agent for non admin users when non admin user is not having permissions to open Http urls and Http Listener ports for API service. Resolution "CScript.exe //H:wscript". Resolution is to provide permission to the non admin users to open these Http urls and the ports. A sample script is provided as mentioned in the release notes which could be used to open the ports. NOTE: This script uses Microsoft support tools which may not be installed on users machine and needs to be downloaded and installed from msdn.microsoft.com. The tool names are netsh and httpcfg. While installing Support tools, the complete installation option should be chosen in the installer dialog instead of Typical option. Tools path should be added into PATH variable so that this sample script can execute those tools from any folder location. The port number range used by one-x Agent application for API service is from to So portnumber parameter for this script should be between to USAGE---- Command: OneXAgentAPIConfiguration portnumber action portnumber from to action: 1 = add One X Agent API Service Configuration action: 2 = Delete One X Agent API Service Configuration Avaya one-x Agent 2.5 Service Pack 2, Release Notes, May

9 Issue Resolution If station language is set to Unicode on CM station form and if custom phone message file is put on CM for phone message display and in this customized phone transalation file if the "info:" and "uui-info:" are not configured with space at the end then in a ACD call this information does not come to OneXAgent with space and in correct format which results in failure of screen pop since call display received does not match with the expected format. Phone transalation file must be configured correctly to include the space character in "info: " and "uui-info: " so that the screenpop works as expected. Other Known issues One-X agent does not integrates with the Exchange server 2010 or During Pending Auxillary state, if there is a RONA call, one-x Agent UI shows one-x Agent in Auxiliary state with Aux reason code description for the aux reason code entered by the user and does not show description as "sys-default". If One-X Agent is running and IE integration is disabled in Agent but plugin is enabled in IE this may degrade the performace Internet explorer Call Master Agent Greeting: Application doesn't play greeting specific to ANI. As in case of call master caller, the number of far end doesn't appear so it fails to play greeting(s). If On-hook dialing is enabled and work code button are assigned on the Station then depending on the settings, One-x agent may generates call whenever agent switches the Status from Aux to ready. LDAP search Request string format in Avaya one-x Agent When Avaya one-x Agent is configured to use LDAP server by configuring LDAP server in one-x Agent System Settings Directory Settings page. And then user tries to use Avaya one-x Agent 2.5 Service Pack 2, Release Notes, May

10 one-x Agent Main Window Contact List Advanced Search dialog box to retrieve records from this LDAP server. Then while sending LDAP searchrequest message to retrieve records from a LDAP server on a user provided search string inside the search text box of Advanced Search dialog box; Avaya one-x Agent sends *user provided search string* as Filter field of searchrequest LDAP message for searching the data, which assures that all the records are fetched containing the search string at any place within the specified search field. For E.g. If user provides search string as xyz inside the search text box of Advanced Search dialog box then the LDAP searchrequest message with Filter string as *xyz* is sent to LDAP server as a search string to search the records containing xyz in the currently selected Field on Advance search dialog box in one-x Agent. Uninstallation Of OneXAgent Service Pack 2 1. Uninstall of one-x agent SP2 leaves behind the newly added trigger values for ScreenPop which might be confusing if previous versions of OneXAgent is installed so delete the sys-default code from the System Settings Reason Code AUX reason code if a lesser version of OneXAgent is installed. Not supported Features 1. OneXAgent is not supported when the Desktop/Laptop resumes from Hibernate State. It is expected to restart the OneXAgent after one resumes from Hiberantion. 2. Click to Dial Functionality is not supported on 64 bit browsers and Windows2008R2. Known MS Windows Issue Sometimes, when clicking on a menu item in Avaya one-x Agent, the menu item appears behind the main window. This error can be noticed also in the beginning when logging into the application and selecting profile (if profile was setup initially) and then one cannot choose different profiles from the drop down menu. Avaya one-x Agent 2.5 Service Pack 2, Release Notes, May

11 This is a known Windows issue and there is hot fix for this available from Microsoft. One-x agent is sometimes not visible in the Microsoft netmeeting or the Webshare program. This is due to the Microsoft XP operating system. Microsoft acknowledges the issues in the KB article however there is no fix avaible for this issue on Windows XP. Customer who need to share the One-x agent in the Netmeeting or in anyother Webshare program are recommended to use Windows 7 sp1. Hot fix information A supported hotfix is available from Microsoft. Apply this hotfix only to systems that are experiencing this specific problem. This hotfix might receive(need?) additional testing. Hotfix request/download from: Once hotfix installed, you will need to reboot your system. Sometimes after applying the hotfix one might face the menu behind issue. Usually logging off and relogin to Windows (not full reboot) again resets the hot fix and corrects the behavior. Contact information To report issues with Avaya one-x Agent 2.5 Service Pack 2, contact or go to Avaya one-x Agent 2.5 Service Pack 2, Release Notes, May