Avaya Aura Call Center Elite Multichannel Readme Release Patch 2 November 2015

Transcription

1 Avaya Aura Call Center Elite Multichannel Readme Release Patch 2 November 2015 Use pursuant to the terms of your signed agreement or Avaya policy. 1

2 Overview: This Patch is provided to overcome the below issues CCEM-4061 SR# : Unwanted space between the header fields and message / template description Till EMC there was an unwanted extra space between the header fields and the body of an work item, as well as between template headers and template description. With this fix, the unwanted space will be removed and the message / template description will occupy the maximum space available. CCEM-4158 SR #: : Attachment file is missing in incoming s, at same time exchange duplication box has attachments in . Some attachment names are not encoded as per RFC standards, but Outlook supports attachment encoded names bigger than 76 chars according to base 64 encoding. When such an was received the attachment was not seen at the Agent desktop. But, if the same was opened in outlook, the attachment was available. This fix resolves issues with encoded attachment names encoded in 100 character length. Now such an attachment can be seen in s received at Agent desktop as well. CCEM-4159 SR # Unable to open attachment with special char. Encoded Attachment names were not understandable by the EMC parser if the attachment name is encoded having the character sequence as \r\n\t the delimiter. Attachment names show as garbage characters in the desktop client. This fix resolves the attachment name parsing logic. CCEM-4161 SR # Saved doesn't show headers and attachments in EMC 6.4. When an Agent saves the , only body used to get saved but not its headers and attachments. With this fix, headers and its attachments will also get saved. CCEM-4203 SR# : After upgrade to EMC 6.4 the work code menu is smaller. In EMC 6.4, the work code drop downs used to show a maximum of only 4 values. With this fix, in case of a multi-tier / advanced work code all the dropdowns will show 8 values except the bottom most one which will continue to show only 4 values. If it is a single tier work code the dropdown will show only 4 values. Use pursuant to the terms of your signed agreement or Avaya policy. 2

3 CCEM-4288 SR# received at the agent are having mismatch of body & headers. received at the Agent contains the header values for the current , but the body contains one or more previous replies sent by this Agent and if the Agent has not reviewed the content shown, the will be sent out with the mixed content. With this fix, this issue is resolved. CCEM-4343 SR # : Send fails quietly without throwing an error if a file is attached which is already open in an external editor or being used and locked by another application. This issue happens when MS Office documents are being edited and the same are attached. Sometime MS Word locks the document and EMC is unable to attach the document and fails quietly and the is not sent out to the customer. This fix will now pop up a message at the Agent desktop informing the Agent that the attachment cannot be added. The Agent needs to close the document before adding it as an attachment. CCEM-4208 SR# : During customer reply to plain text , the line feeds are removed unless sent as HTML. For an incoming HTML content if Agent replies as a plain text, then the complete response at customer is seen in a single line. After this fix, in such case the response at customer is seen properly in multiple lines. Note: If there are any previous patches provided on EMC 6.4 and the SR# is not mentioned in the fixed list then this patch must not be installed. If these fixes are critical then kindly contact Avaya support to request a new Patch on top of Patch 2(this Patch) Use pursuant to the terms of your signed agreement or Avaya policy. 3

4 1. Server Upgrade Assumptions: Assumes that Elite Multichannel Release Patch 1 is installed and configured correctly and is working prior to patching. Assumes that Elite Multichannel is installed at C:\Program Files (x86)\avaya\ location. Follow the patching steps as mentioned in the below order only Dll file (AS MediaStore. .dll) present in the zip file have to be updated in C:\Program Files (x86)\avaya\avaya Aura CC Elite Multichannel\Server\Media Stores\ Media Store folder. To update these files, follow the procedure 1. Stop the AS Media Store" service if it is running. 2. Keep a copy of the old dll files "AS MediaStore. .dll. 3. Replace the file in the above folder. 4. Start the Media Store service. Dll file (AS MediaStore. .dll) present in the zip file have to be updated in C:\Program Files (x86)\avaya\avaya Aura CC Elite Multichannel\Server\Virtual Agent folder. To update these files, follow the procedure 1. Stop the AS Virtual Agent service if it is running. 2. Keep a copy of the old dll files "AS MediaStore. .dll. 3. Replace the file in the above folder. 4. Start the AS Virtual Agent service. Uninstallation Instructions: o Uninstallation is done by replacing files from backup using the same installation procedure as above. Use pursuant to the terms of your signed agreement or Avaya policy. 4

5 2. Desktop and Reporting Upgrade Assumptions: Assumes that Elite Multichannel Desktop Release Patch 1 / is installed and configured correctly and is working prior to patching. Installation Instructions: For Agent Desktop upgrade run the installer Avaya Aura Call Center Elite Multichannel Desktop.msi provided under Desktop\CC Elite Multichannel Desktop directory. For Reporting Desktop upgrade run the installer setup.exe provided under Desktop\CC Elite Multichannel Reporting directory. Uninstallation Instructions: To revert to the previous GA version of desktop / reporting, take a backup of the ini files from the respective desktop / reporting installation folder and uninstall the desktop / reporting installer and then install the previous GA version. After the installation is completed revert the ini file from the backup. Use pursuant to the terms of your signed agreement or Avaya policy. 5

6 3. Control Panel installation For Control panel upgrade run the installer setup.exe provided under Server\ Application Management Service directory. Uninstallation Instructions: To revert to the previous GA version of Control Panel, take a backup of the ini file from the installation folder and uninstall the Control Panel installer and then install the previous GA version. After the installation is completed, revert the ini file from the backup. Use pursuant to the terms of your signed agreement or Avaya policy. 6