V2: PBX compatibility and virtualization actualized
August 2016
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Contents
Avaya Customer Interaction Express 3.3.1 Readme .............................................................................................. 1 Release Overview ................................................................................................................................................... 2
Hardware Requirements ..................................................................................................................................... 2 Operating System Compatibility ........................................................................................................................ 3 Third Party Software Compatibility ................................................................................................................... 3 PBX Compatibility ............................................................................................................................................. 4 Phones Compatibility ......................................................................................................................................... 6
New Features / Major Enhancements ................................................................................................................. 7 Discontinued Features ........................................................................................................................................ 9 Restrictions and Recommendations ................................................................................................................... 9 Virtualization .................................................................................................................................................... 10
Installation ............................................................................................................................................................ 11 Before You Install ............................................................................................................................................ 11 Getting Started .................................................................................................................................................. 11
Server Installation............................................................................................................................................. 12
Stop CIE Servers .......................................................................................................................................... 12 Installation Procedures ................................................................................................................................. 12 Server Auto Update ...................................................................................................................................... 13
Manual Work after an Installation or Update ............................................................................................... 13 Restart CIE Servers ...................................................................................................................................... 14
Troubleshooting Server Installation ................................................................................................................. 14 CIE services are terminated by DEP (Data Execution Prevention) ............................................................. 14
Client Installation ............................................................................................................................................. 14
CCUI Installation Procedure Standard ......................................................................................................... 14 CCUI Installation Procedure in Silent Mode ............................................................................................... 15
CRM: Salesforce Client Installation............................................................................................................. 16 Configuration........................................................................................................................................................ 17
CIE Server ........................................................................................................................................................ 18
CRM Connectors .............................................................................................................................................. 20 Fixed Modification Requests (MRs) .................................................................................................................... 21
Known Issues ....................................................................................................................................................... 25 Technical Support................................................................................................................................................. 27
Avaya Customer Interaction Express 3.3.1 Readme
Avaya Customer Interaction Express (CIE) 3.3.1 is a Service pack based on CIE3.3 (Build 3.3.1100.1538).
Avaya CIE 3.3.1 Readme August 2016 2
Release Overview
Avaya recommends that all CIE customers come up to this distribution level as soon as possible to ensure they have a complete set of enhancements and quality improvements. CIE3.3.1 is delivered as ISO CIE3.3.6000.1634.iso. The CIE 3.3.1 product can be installed as a new installation or as upgrade of an existing CIE3.3. In case of upgrading CIE1.x, CIE2.x, CIE3.0 or CIE3.1 the system has to be upgraded to CIE3.2 first. For more information, see Before You Install. Please read this Readme before you install and configure CIE 3.3. It may contain information that is not provided in the CIE 3.3 documentation. For additional CIE 3.3 documentation information, please refer to:
Customer Interaction Express (CIE) 3.3 Product Documentation
Important: CIE3.3 use PLDS License files with version R3
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Hardware Requirements
___________________________________________
Operating System Compatibility
Server Client
X
Windows 10 X*1
Windows 2012 Server R2 X
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CIE 3.3 is compliant with the following third party software:
Server Client
Apache Tomcat 8.0.20 X
Microsoft Office 2007 + 2010 + 2013 X
Nuance License Manager 11.4.0c X
Automatic Speech recognition within VoiceControl: Nuance Recognizer 9.0.9
X*1
Text to Speech (TTS) within Voice Control: Nuance Vocalizer 5.0.4
X*1
Text to Speech (TTS) within Voice Control: Nuance Vocalizer 5.7.7
X
Text to Speech (TTS) within Voice Control: Nuance Vocalizer 6
X*2
Microsoft TTS X
Eicon/Dialogic Diva Server All BRI and PRI Driver 8.5 for I33/I55-Link, I33/I55-VoiceControl. and general FAX functionality
X
Microsoft Terminalserver W2008 R2 und W2012 R2
X*3
*1 End of Sales at 30 June 2014, for AVAYA contracts still available).
*2 Not available with AVAYA contracts. Recommendation: Nuance Vocalizer 6 should not be installed on same server as Recognizer 9.0.9
*3 Tested with previous versions
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AVAYA Communication Manager (ACM)
o V6.3: 06.03.0.124.0 with at least Patch 03.0.124.0-22505.tar o V7.0.1: 07.0.0.0.441 with at least Patch 00.0.441.0-23012.tar
o AES:
AES 6.3.3.0.10
IP Office (IPO)
o Hardware platform IP Office 500 V2: R 9.1.x (preferred: 9.1.6) R10.0 or R10 SP1 (10.0.0.1.53)
o IP Office Select or Server Edition:
R 9.1.x (preferred: 9.1.6) R10.0 or R10 SP1 (10.0.0.1.53)
Avaya CIE 3.3.1 Readme August 2016 5
Avaya Integral Enterprise Edition / Integral Enterprise (I55)
o L060V08_3_1.0 Patch 004 und 007 o L060V08_3_3 with Patch 002
Important: Some CIE functionalities are only available for Integral Enterprise (I55) integrations:
Line statistics and line monitoring
Coaching
User call number in the Integral Enterprise (I55) (exception: using CM Elite Agents)
Agent call deviation break through by ACD calls
Multiple I55 Task server on a single server
Chain Call
Statistics Counters“
Phones Compatibility
CIE 3.3.1 has been tested with the following phones as agent phones: Avaya Communication Manager: 2420, 4620, 4622, H.323: 9620, 9630, 9640, 9650, 1608, 1408 and 1416, 9611G and 9641G, Avaya One X Communicator 6.0 and 6.2.x: Road warrior Mode and Telecommuter Mode
Telecommuter Mode: works only together with CIE UI if calls are answered and ended on the physical phone
Avaya One X Agent for Elite agents (used in case fallback functionality is required):
telephony functions ok
issue with wrap up (PEM 190572): Workaround: in the configuration of the station in CM the after-call button should not be assigned
SIP phones: tested with 9608, 9641, 9621, 9611G, 9621G, 9641G
No issues in telephony functions
Issue regarding remote logoff during conversation: call get dropped (Jira CIE-92)
Avoid to call into topic with SIP phone: due to incorrect signaling from CM the topic call is signaled as a direct call at agent and in reporting (Jira CIE-207)
In case of reconnect after network lost at client, the displayed agent state sometimes not plausible, e.g. information like Forced Order Code are lost
DECT phones: tested with R4 (may only be used on a project base and must be granted by PM / service)
Login on DECT (DECT phone monitored by CIE) o Call must be answered at phone, not in UI. Hold and retrieve using UI does not work o Outgoing calls can be initiated from UI, but at DECT the dial button must be pressed
too, to make sure the conversation connection also ate Headset o In case of radio failure to DECT no state information is send to CIE server. As
consequence a topic call would be routed to the free but not reachable agent, but not RONA will be indicated
Login on IP-Station with Bridge-Appearance to DECT-Device o Do not use: if call is answered at DECT phone, the CIE get no information about the
connection
Login on IP-Station with EC500 to DECT-Device o Do not use: in case of outgoing call initiated at DECT phone the agent telephony state
in CIE is still free, because DECT device not known by CIE server
IP Office: IP phones: 1608, 1616-I, 9608, 9611, 9621, 9630, 9640, 9641, 9660 Digital phones: 9504, 9508, T3 Classic, T3 Comfort IP Office Softphone 3.2.3.49: In some scenarios the call state is not correctly displayed at Softphone, due to different event handling of softphone, the call state displayed in CIE UI is correct. Please use CIE for call handling. Avaya Communicator for Windows V2.1.3.30: known issues:
in case agent makes blind transfer in another topic, the consultation is signaled as external by IPO, as consequence agent statistic is not plausible (Jira PHOENIX-10633).
In case agent make on outgoing call to a busy destination the call is immediately cleared with no indication to the agent in UI that destination is busy (PHOENIX-10950)
Avaya CIE 3.3.1 Readme August 2016 7
One-X Portal in Telecommuter Mode (Power User License necessary, Telecommuter Mode works together with CIE UI, calls can be answered on physical phone or CIE UI, the conversation has to be ended on the physical phone only). DECT Phone: Agents logged in on Dect phone, call can be answered and ended, hold and retrieve does not work, twinning (double Call) does not work, call log entry not usable for topic calls (SIP extension number instead caller number) Integral Enterprise (I55): TH13.x1, TM13.x1, T3.x1 Classic, T3.x1 Comfort, 1408, 1416, 9404, 9408, T3 IP Classic, T3 IP Comfort, 9630, 9640, 9650
Attention: - If a supervisor wants to use the features “Silent Monitoring”, “Coaching” and/or “Supervisor
Emergency”, he has to use an ISDN-terminal. T3 IP Classic and T3 IP Comfort as supervisor terminals don’t support these features!
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New Features
Wallboard Enhancement
Distinguish between teamleader and supervisor: in case a user with teamleader privilege is logged in,
only existing wallboards can be started. For supervisor new configuration is possible.
CIE UI enhancements o Telephony application: qualification button in contact bar show green color when active
dialer call present until qualification is done. o Configuration: for E-Mail and Chap topics a default agent group can be configured. This is
only used for presence information via SAP-ICI-Connector. o Realtime information: in queue list it is possible to filter the call, e.g. only the calls which
already handled by the logged in agent and transferred to the considered topic (use case: parking waiting field) are displayed
o E-Mail client: use integrated browser window for opening hyperlink in an E-Mail, configurable with topic variable UM_IntegratedBrowser (use case: SMM integration)
Others: o ACM: cascaded chaps are supported
Technical Changes
Avaya CIE 3.3.1 Readme August 2016 8
o Client: Avaya License Client.msi no longer needed o modified watchdog templates: start parameter adjusted to be ready up to 250 agents o modified java settings for memory for UM components to be ready up to 300 agents o CIE at ACM
User-User-Info supported AES/TSAPI driver (ASAI) version 7 supported
Note: With AES7 it is only possible to use Secure link with certificates. Copy the certificate to folder C:\Program Files (x86)\Avaya\Customer Interaction Express\ Pbxdriver\certs\ca and rename into avayaprca.cer. Important: the certificate will be overwritten during upgrade of ACMTaskserver with a default certificate. So make a backup of your private certificate and copy back into the folder after upgrade and before restarting the watchdog
o CIE at I55 After new installation or upgrade to CIE3.3: new certificates are installed on CIE server
(valid until 2031) To establish successful connection to I55, on I55 also new certificates are necessary
Patch for I55 with new certificate are delivered on CIE-DVD in folder Utilities\Legacy\I55 Zertifikate\Zertifikate neu für I55 PBX, they are valid until 2031.
In case on I55 the new certificates cannot be installed, copy old certificates from folder Utilities\Legacy\I55 Zertifikate\Zertifikate alt für I55 Taskserver CIE to CIE server into I55 Taskserver folder
In case of upgrading a CIE from CIE3.3.0, which is running with the certificated valid until 2026 (which delivered in CIE3.3.0) and currently no possibility to upgrade I55 to actual version, you can copy the certificates from folder \Utilities\Legacy\I55 Zertifikate\Zertifikate für CIE bis 2026 (aus CIE3.3.0) to the CIE server into I55 Taskserver folder
Note: in case of a repair, modify or upgrading to a later hotfix of I55Taskserver.msi, the certificates will be overwritten with the actual valid until 2031
Features under restriction “Project specific”: Please contact Avaya Professional Service for installation approval and further details.
o Avaya Social Media Manager 6.2 Integration with CIE The email channel of Social Media Manager could be used to route social media posts via email to CIE topic. Therefore the standard CIE User Interface is available to read the social media post. The social media email includes a link to the Social Media Manager Response Interface, which facilitates the posting of feedback to the Social Media. For more information see document SMM+CIE Funktion.pdf (on CIE-DVD in folder Examples\Tutorials)
o SAP integration with CIE o Salesforce integration with CIE
Features under restriction “Controlled introduction”: Please contact Avaya Product management for installation approval and further details.
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Discontinued Features
The following features known by former versions of CIE are discontinued:
Tool hostswitcher
SMS Connector (if necessary: install on separate server SMS connector and 32 bit Java from
CIE3.2)
PBX Compatibility o Avaya Integral Enterprise Edition E070 V08 and E070 V09.0.2 (and higher) are not
supported any longer o Avaya Integral Enterprise Edition L030, L04, L05 and L060 V00 aren’t supported any
longer o IP Office R9.0.x o Avaya CM V3.1 isn’t supported any longer o Avaya CM V4.x isn’t supported any longer o Avaya CM V5.x isn’t supported any longer o Avaya CM V6.1 and 6.2 aren’t supported any longer
o AES V4.2, V5.1, V6.1, 6,2 aren’t supported any longer
Info-Server and Annax are no longer supported. The components are still delivered in this SP with Contact Center Additional.msi, but not tested. The next SP will no longer contain these components
Spop-Server is no longer supported. The component is still delivered in this SP with Contact Center Additional.msi, but not tested. The next SP will no longer contain this component
_________________________________________
Restrictions and Recommendations
SAP-ICI-Connector: in CIE3.3.1 ISO the Contact Center ICI Connector.msi of latest CIE3.3.0 Hotfix is included. So only voice is supported. The extension for E-mail and chat will be delivered with a Hotfix for CIE3.3.1.
Info-Server (info_srv) doesn’t support o Microsoft Windows 2008 (32Bit + 64Bit), Microsoft Windows 2008 R2 (64Bit) o Microsoft Windows 2012
It is strongly recommended not to install Nuance Vocalizer 6 and Recognizer 9.0.9 on same server. In case, this configuration is absolutely necessary, proceed as follows:
o Copy the DLL VXIvalue.dll of Nuance Vocalizer from folder "C:\Program Files
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Virtualization
CIE can be virtualized. The benefits include ease of maintenance, greater portability and making programs easier to deploy across several versions. To increase reliability the VMware functions “vMotion” and “High Availability” can be used for CIE systems.
Important: Because of some restrictions and complex environments it’s absolutely necessary to take care on all topics that are described in the document cie_33_virtualization_de.pdf. Server with installed UM-Fax-Gateway or UM-SMS-Gateway cannot be virtualized, because special hardware is used. The supported virtualization environment is VMware vSphere Hypervisor (ESXi) (Version 5.x and 6.0).
Avaya CIE 3.3.1 Readme August 2016 11
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Installation
___________________________________________
Before You Install
Before installing you must identify all machines that host CIE components (CIE Server, CIE Client workstations for agents and supervisors, CIE Gateway Server) because each of these machines needs an update. Because there is no uninstall program available for the GA version or Service Pack itself we strongly recommend to backup your CIE servers before starting the update process. Note regarding update of a CIE system with E-Mail-Routing: make sure, that no deferred E-Mails in the Mail-Box of the agents. It was observed in some cases that after an update from CIE2.1 to CIE3.1 deferred E-Mails are shown in overview in E-Mail client, but these E-mails could not be completed.
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Getting Started
Avaya CIE 3.3.1 is available on the Avaya PLDS Web site at http://plds.avaya.com. To receive the CIE 3.3.1 proceed in following steps:
1. switch to AssetMgmt -> View Downloads 2. Select your company 3. Select application "Customer Interaction Express" -> You get a list of ALL CIE downloadable
files. 4. Select %Download name "%CIE 3.3.1%" to get a list of only the downloadable files of this
version. 5. Download all the files which belong to this version.
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Server Installation
This section describes the installation procedures for the CIE 3.3 Server components. This section includes the following topics:
o Stop CIE Servers on page 12
o Installation Procedures on page 12
o Restart CIE Servers on page 12
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Stop CIE Servers
_______________________________________________
Installation Procedures
Perform the following steps on the Windows machines running CIE servers.
Mount or unzip the CIE ISO
Open the folder Server\CIE
Install vcredist_x86_2008.exe , vcredist_x86_2010, vcredist_x64_2008.exe and
vcredist_x64_2010.exe
Start SetupWizard.exe
The Setup Wizard provides the following installations routines. • SizingTool ACM: In SizingTool set the dimensions of the CIE system fixed to a PBX ACM. The Setup Wizard automatically installs the corresponding selected server type. • SizingTool IPO: In SizingTool set the dimensions of the CIE system fixed to a PBX IPO. The Setup Wizard automatically installs the corresponding selected server type. • Expert mode: In Expert mode, you can select components. The Setup Wizard automatically installs the selected components
The Setup Wizard shows the following icons.
Avaya CIE 3.3.1 Readme August 2016 13
Gray circle - component is not installed
Gray triangle - component is being installed
Green circle - component is installed
Red circle - component installed with errors
A progress bar shows that components are installed. In case of error messages during one or more component updates have a look at respective install log files (depends on setup):
User TEMP folder (%temp%)
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Server Auto Update
CIE 3.3 offers an Auto Update Mode as part of the SetupWizard. Before starting SetupWizard make sure that all CIE components are stopped.
The Setup Wizard checks the installed version. If the Setup Wizard finds an older version, only an update of the installed components with the Setup Wizard is possible. The settings cannot be changed.
1. Start the Setup Wizard. The Setup Wizard checks the installed version and shows the dialog “Do you
want to update Customer Interaction Express”.
2. Click Update. The components are updated.
3. You can install additional components as needed. Start the Setup Wizard again.
Check out the CIE 3.3 documentation for detailed information.
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Manual Work after an Installation or Update
An installation or update to CIE 3.3 may result into some actions that have to be done manually.
In case installing Voice Control: Launch tools “ISDN-Ports” and “VCSpeechConfiguration” on servers where the Voice Control is installed, and check settings (especially port configuration). Misconfiguration may cause into failure while VC startup.
Adjust watchdog configuration
Restart CIE Servers
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Troubleshooting Server Installation
_______________________________________________
CIE services are terminated by DEP (Data Execution Prevention)
Problem: Data Execution Prevention (DEP) is a feature included in modern Microsoft Windows operating systems such as Windows 2003/2008/2012 that is intended to prevent an application or service from executing code from a non-executable memory area. It has been observed in rare circumstances some CIE installations DEP have terminated CIE services.
Solution: These problems can be solved by disabling the DEP features. DEP can be turned off on a
per-application basis, or turned off entirely. See http://support.microsoft.com/kb/875352/EN-US/ for further information on DEP.
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Client Installation
_______________________________________________
CCUI Installation Procedure Standard
Perform the following steps on each agent and supervisor workstation. Stop the CIE Contact Center User Interface (CCUI) application if it is running. Open the CIE 3.3 - Client folder and double-click on Contact Center Client Package.exe to start the installation program. Please wait while the application is extracting embedded setup files.
Avaya CIE 3.3.1 Readme August 2016 15
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CCUI Installation Procedure in Silent Mode
This kind of distributing the Contact Center User Interface to all connected client computers is only available if the component Update Server is installed on at least one CIE server and on all clients the CIE Update Client is installed and running. If this environment is not available you have to use the CCUI Installation Procedure Standard. Perform the following steps on a CIE server to update all agent and supervisor workstations. If Update Server and Update Clients are running you can download the software to the client workstations. Use a browser such as Microsoft Internet Explorer to open the URL http://<hostname_of_CIE_server>:8080/UpdateStore The Product Update Store Login screen will be displayed. Type in user name and password for this application (customer installation specific) and log in. Select Upload new Update. Click Browse.. and Upload Now to upload the following listed Microsoft Installer files (msi):
Contact Center User Interface.msi
Update Client.msi
*1 Only Supervisor Workstations need this feature and has to be installed manually once before the update server / update client mechanism could work. The Update Server will distribute this software to all update clients automatically. Agents and supervisors will be informed by message boxes that new software is available. A client workstation reboot is needed. The complete procedure of updating all clients will take up to 2 hours.
Avaya CIE 3.3.1 Readme August 2016 16
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CRM: Salesforce Client Installation
For the Salesforce client the ISA package is available at the following link:
https://login.salesforce.com/packaging/installPackage.apexp?p0=04t10000000GJWX
Supported browsers are Google Chrome and Mozilla Firefox. For details see manual
cie_33_salesforceconnector_en.pdf
Add in properties file TaskWS.properties in folder C:\Program Files (x86)\Avaya\Customer Interaction
Express\Web Service Collection\conf the line: WSC.SSL.AcceptUntrustedCert=true
Configuration
Depending on used CIE features there may be some further configurations to be done after an update to CIE 3.3.1
Documentation
Avaya CIE 3.3.1 contains an update of the German documentation and user manuals; they are located on CIE-DVD in folder Manuals. Manuals for areas which not common used are stored in the special folder, where the components located. Manuals regarding CRM connectors for SAP or Salesforce are located in folder CRM. Manual cie_33_cgi_server_en.pdf regarding cgi_Srv is stored in folder Examples\CGI Examples.
Manual web_service_collection_en.pdf is included in SDK WSC-SDK-2.0.120.zip in folder
Examples\WebServices.
Manual cie_33_trconfig_en.pdf regarding configuring task reports can be found in folder
Utilities\TRconfig.
Update Release Setups and Files
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Addressbook Server Database x64.msi 24.08.2016 3.3.6000.1634
Avaya License Client x64.msi 24.08.2016 3.3.6000.1634
CHAP x64.msi 30.08.2016 3.3.6001.1635
Contact Center Database x64.msi 24.08.2016 3.3.6000.1634
Contact Center Mediastore Database x64.msi 24.08.2016 3.3.6000.1634
Contact Center Monitoring.msi 24.08.2016 3.3.6000.1634
Contact Center SGServe x64r.msi 24.08.2016 3.3.6000.1634
Contact Center Statistic Viewer x64.msi 24.08.2016 3.3.6000.1634
Contact Center Statistics.msi 24.08.2016 3.3.6000.1634
DSPF Controller.msi 24.08.2016 3.3.6000.1634
I55 Taskserver.msi 24.08.2016 3.3.6000.1634
IPO TaskServer.msi 24.08.2016 3.3.6000.1634
omniORB.msi 24.08.2016 3.3.6000.1634
PostgreSQL x64.msi 24.08.2016 3.3.6000.1634
File Name Date Version
SessionManager x64.msi 24.08.2016 3.3.6000.1634
Tomcat x64.msi 24.08.2016 3.3.6000.1634
Trace System.msi 24.08.2016 3.3.6000.1634
Unified Media Archiving x64.msi 24.08.2016 3.3.6000.1634
Unified Media Database x64.msi 24.08.2016 3.3.6000.1634
Unified Media Fax Gateway.msi 24.08.2016 3.3.6000.1634
Unified Media Fax Layout Server x64.msi 24.08.2016 3.3.6000.1634
Unified Media POP3 IMAP4 Client x64.msi 24.08.2016 3.3.6000.1634
Unified Media Printer Gateway.msi 24.08.2016 3.3.6000.1634
Unified Media Server x64.msi 24.08.2016 3.3.6000.1634
Unified Media SMTP Connector.msi 24.08.2016 3.3.6000.1634
Unified Media Web Applications x64.msi 24.08.2016 3.3.6000.1634
Update Server x64.msi 24.08.2016 3.3.6000.1634
Voice Extension Adapter x64.msi 24.08.2016 3.3.6000.1634
Voice Control.msi 24.08.2016 3.3.6000.1634
Web Service Collection x64.msi 24.08.2016 3.3.6000.1634
Watchdog.msi 24.08.2016 3.3.6000.1634
Avaya CIE 3.3.1 Readme August 2016 20
Contact Center Client Package.exe 31.08.2016 1.0.6.0
Update Client.msi 24.08.2016 3.3.6000.1634
WebServices SDK
CRMConnector x64.msi 24.08.2016 3.3.6000.1634
Fixed Modification Requests (MRs)
The following table lists the MRs fixed in the CIE 3.3.1, the list contains also issues reported with Version CIE 2.x, CIE3.0 or CIE3.1 or CIE3.2.
PEM- Nr.
Titel Komponente
192759 Abgehende Wahl aus UI sendet Nebenstelle in ExtOAD Anrufverteilung
192820 CIE 3.2 // Sprachaufzeichnung automatisch starten (VC/I55) Anrufverteilung
192848 CIE3.1 - VEA. Handling globaler Ansageskripte fehlerhaft Anrufverteilung
192923 CHAP Crash an IPO Anrufverteilung
192940 neu eingerichtete Themen - Variablen haben keine Wirkung bei OUTCC Anrufen
Anrufverteilung
192943 CIE 3.2 // Mutex in CHAP Anrufverteilung
193005 CIE 3.2.2 Dialer Calls bleiben auf init, Kunde wird permanent angerufen. Anrufverteilung
193010 nach Neustart kernel/pbxts/pbxdrv werden keine CSTA monitore gesetzt Anrufverteilung
193021 CIE 3.2.3 MUTEX CHAP - IVR bekommt Call nicht Anrufverteilung
192998 Wahlparameter im Dialer funktionieren nicht Dialler
192991 Änderungen können nicht gespeichert werden Konfiguration
192894 CIE: UMR: INSERT INTO C3K_REQUEST schlägt fehl Mail (UMR)
193002 Nach Konfigänderung eines Agenten wird UMR Bearbeitung träge Mail (UMR)
192892 Durch drücken der NBZ wird Pause der Tel. beendet aber nicht bei Mail und Chat
PC-Agent
193012 CIE3.2: VEA Properties in neuem VEA-Reiter werden nicht korrekt ausgelesen
PC-Agent
193025 CIE 3.2: UI blockiert nach Übergabe in Thema mit zwingendem Auftragscode.
PC-Agent
192953 Emailstatistik ist nicht Plausibel Statistik/Monitoring
193001 Agentenstatus-Liste (Team) wird falsch initialisiert Statistik/Monitoring
193014 CIE: Statistik: totNBusy-> der Leitungsstatistik stets kleiner als „totNNew- >Ext
Statistik/Monitoring
193015 CIE 3 // IPO-Twinning-Call wird nicht im TR Server angezeigt Statistik/Monitoring
193019 CIE 3.2.2 Anzeige Schichtzäher im Telefonscreen unterschiedlich zur Statistik
Statistik/Monitoring
193027 CIE 3.2.2 Zähler %acceptlevel ist nicht nach vollziehbar Statistik/Monitoring
192626 IVR- Email: Am Ende der Multipart E-Mail fehlt der boundary delimiter VU TIVA
Jira Nr. Titel Component
CIE-27
JDBC connection from Addressbook Server to customer Database IBM db2 doesn’t work Adressbuch
CIE-141 mail changes/removes valid but unusual charaters in mail address Adressbuch, E-Mail- C3000
CIE-157 Wrong cause if calls where dropped without an announcement before Chap
CIE-120 Queuedevice shown at external destination instead of caller number Chap
CIE-65 in CIE 3.3.0 with an I55, no new Agent Groups can be created Configuration
CIE-86 phone agents can't be deleted at I55 Configuration
CIE-104 can't create agent at I55 with RULAU Configuration
CIE-56 Upon transfer of topic-call skill from 1st topic inherits Core
CIE-146 Kernel crash after update to 3.3.0HF4 Core
CIE-15 the windows account for single singnon is now case sensitive Database
CIE-41 very lage taskflows can't be activated intermittendly Database
CIE-105 sporadically, cc_db_srv and tr_db_srv crash without any hint in ttrace Database
CIE-181 statistics with jobcode evaluation can't be generated Database
CIE-13 autodialer ignores changed campaign parameters Dialer
CIE-12 dialer export with command odcsvimp.exe creates incomplete output Dialer
CIE-45 preview dialer ignores global and topic parameters Dialer
CIE-62 we have no documentation about the many tuning parameters Documentation
CIE-93 CIE at IPO: Hold from UI not correct Documentation
CIE-57 Watchdog in multi server environment waits for peer cpu-bound Documentation
CIE-78 description of agentLoginState/agentWorkingState is wrong Documentation
CIE-73 documentation to install a pbx is wrong Documentation
CIE-61
nowhere in the documentation is mentionned that spell checker needs ms office Documentation
CIE-44
UMR CIE 3.0 SP3 UMR Mails with Embedded Picture - Pictureverschwindet E-Mail Components
CIE-28 'action' in imap mailbox configuration can't be set E-Mail Components
CIE-9 Mail attachments are not shown and can't be opened in CIE mail client E-Mail Components
CIE-5 UMR-Config-Process lost connection to CC-LNAServer E-Mail Components
CIE-79 ODBC system DSN for TRS-DSN filled up with leading 0 Installation
CIE-189
License Client installation as default with Additional Master License Server Installation
CIE-26 IVR loses connection to WebLM after some time IVR
CIE-97 IVR Script cannot loaded if "" in branch element IVR
CIE-80
In the Salesforce aplication we get no selection of an account by an incomming call
SalesForce Connector
CIE-99 SG server generates automatic Excel reports without data SGServer
CIE-30 SGServer looses connection to UI for a short time SGServer
CIE-75 SG server loses connection to db server SGServer
CIE-35 UI has no connection to SGServer SGServer
CIE-23 discrepancy in AG statistics after migration to 3.3 Statistik/Monitoring
CIE-102 statistic_srv runs in a busy loop by assertion failed messages Statistik/Monitoring
CIE-170 no update of name field in abandonned call list Statistik/Monitoring
CIE-49 TSF+ does not count in case of transfer into topic Statistik/Monitoring
CIE-76
twice as much Speechtime in Level0 as in Level2 AgentData for dialer calls Statistik/Monitoring
CIE-19 topic counter totNTrans-> counts even when topic has no calls Statistik/Monitoring
CIE-48 dialer calls are counted in Topic report as outcc call Statistik/Monitoring
CIE-51
Contact Details: wrong CustomerSpeechtime in case of Recording via Nice Statistik/Monitoring
CIE-50 AG Report: totNNew counts not for virtual AG in case of RONA Statistik/Monitoring
CIE-18 counter %acceptlevel not plausible in some cases Statistik/Monitoring
CIE-31
new phone groups become active in a 'phone state' monitor not befor a restart Statistik/Monitoring
CIE-54 Job code counter are not availabe for topic for EMail and chat StatViewer/TRViewer
CIE-89
confusing Time Zone list in Agent Status Report and Contact Detail Report StatViewer/TRViewer
CIE-58 sporadically, in automatic statistic reports elements are missing StatViewer/TRViewer
CIE-206 Contact Detail Report sometimes shows Speech-/active time = 0 TaskReporting
CIE-87 Pbx Taskserver can't match calls in a transfer case Taskserver ACM
CIE-8 PBX ACM: Double entrys in queue monitor or statistics Taskserver ACM
CIE-98
PBX TaskServer consumes continiously memory and then to approximate 90% CPU load Taskserver ACM
CIE-106 Lost recording control by consultation Taskserver ACM
CIE-142
abandoned calls were not removed from abandoned call list (CIE-SIP- Single-Trunk) Taskserver ACM
CIE-166 PBX TaskServer displays connected number as T4130# in CIE UI Taskserver ACM
CIE-113 Agent is shown as free although a transfer call from attendant is ringing Taskserver ACM
CIE-66 defect agent at CM stays signed on and may block an agent group Taskserver ACM
CIE-74 wrong call state in contact reporting Taskserver I55
CIE-40 external calls are sometimes handled as internal by taskserver I55 Taskserver I55
CIE-36 external calls are sometimes handled as internal TaskServer IPO
CIE-46 wrong routing of voicemails in CIE 3.3 HF1 with IPO IVR, TaskServer IPO
CIE-101 sporadically crash of TaskServer_IPO during normal running TaskServer IPO
CIE-81 taskserver_ipo crashes when it contacts the taskserver manager TaskServer IPO
CIE-11 no topic names displayed in phone display after upgrade to CIE 3.2.3 TaskServer IPO
CIE-103 CIE cannot handle calls returned by IPO Transfer Return Time TaskServer IPO
CIE-84
number deleted from callback list even when called back number is busy TaskServer IPO
CIE-38 taskserver_ipo crash TaskServer IPO
CIE-16 no upload to update store on server 2012 UpdateServer
CIE-20 it's not possible to change the telephony first screen system wide UserInterface
CIE-32 Agent has full access to dialer jobs he is not allowed UserInterface
CIE-90
Customer Agents has problem with using qualifikation Buttons for dialer calls UserInterface
CIE-202 umr mangles plain text mail on answer and forward UserInterface
CIE-179 statistic scheduler doesn't start working UserInterface
CIE-197 Dialer UI: german translation missing UserInterface
CIE-199 DialerUI: export wiht filter does not export all failed call jobs UserInterface
CIE-52 UMRClient: no preview in inbox UserInterface
CIE-176 E-Mail client - Font cannot be changed UserInterface
CIE-107
changes in profile clears in Agent Dialpad Outgoing ACD Call the Topic list UserInterface
CIE-94 VoiceMails at IPO signaled at agent UI like normal inbound call UserInterface
CIE-108
Dialingfield inthe UI reduce the numbersice when the windowssice is reduced UserInterface
CIE-115 Email search Funktion doesn't works correct by using votated vowel "ü". UserInterface
CIE-39
viewing statistics produces popup 'Rendering elements may take few minutes!' UserInterface
CIE-63
RONA is signed as AuxWork in the Realtimereporting by using an elite agent UserInterface
CIE-60
if a logic element is copied by "select", the task tag operations are omitted UserInterface
CIE-14 no automatic login through windows user account UserInterface
CIE-47 no telephone names with CM UserInterface
CIE-82 VEA doesnt´t react on unsuccessful transfer to agent VEA
CIE-68
CIE 3.2.2 // the Rename Core Dump funktion doesn't work with current windows servers Watchdog
CIE-67 CIE3.x-Tomcat TLS security leek WEB-Services
Known Issues
This section provides the known issues or limitations that pertain to the CIE 3.3 release. The list contains also issues reported with Version CIE 2.x or CIE3.1. For information about other CIE 3.3 known issues that are not directly related to this Update Release, refer to the following documentation at http://support.avaya.com. The following table lists the known issues in the CIE 3.3.1:
Jira Titel Component
CIE-43
when an agent acepts a new task of an other tasktype, is is counted active in both types Core
CIE-70 dialer calljobs get not completely deleted Dialer
CIE-95 UMR-ClientAdapter: Memory leak by logoff/login agents E-Mail Components
CIE-186
Textblock admin does not show the currently used Style, Font and Font Size E-Mail Textblocks
CIE-200 IVR blocks in DTMF module when getting a FAX call IVR
CIE-29 SGServer doesn't start generation immediately SGServer
CIE-208 Call transfered into topic by phone buttons not in abandoned list Statistik/Monitoring
CIE-177 Topic counter totNtrans-> counts by wrong topics Statistik/Monitoring
CIE-85 monitor_srv crashes after deletion of voice agents Statistik/Monitoring
CIE-77 sporadically, in automatic statistic reports more elements StatViewer/TRVie wer
CIE-69 wrong week number in week statistics StatViewer/TRVie wer
CIE-4 Dialing from Agenthistory in case of OUTCC calls TaskReporting
CIE-207
SIP station calls into topic: call is signalled as direct at agent -> CM issue Taskserver ACM
CIE-198
PBX-TS: error count was increased by "resource unavailable" from CHAP Taskserver ACM
CIE-178 externOAD doesn't work properly in CM with SIP environment Taskserver ACM
CIE-109
Dialing from Agenthistory: issue at ACM in case of using direct call Taskserver ACM
CIE-92 Issue with Agent at CM logged in SIP-Device Taskserver ACM
CIE-91 Loadtest at CM: Agent in man Wrapup for 1 sec Taskserver ACM
CIE-64 Wrong counter avgTConvWait in case of slow transfer into topic Taskserver ACM
CIE-96 UMRTaskserver: Memory leak by E-Mail load test TaskServer E-Mail
CIE-158 Wrong current dialFactor in monitoring UserInterface
CIE-110
Deleted objects causes error messages in Telephonie screen and real time UserInterface
CIE-33 agentgroups are not sorted in listbox of the 'green button' UserInterface
CM- 12831
CM doesn't send ASAI call initiated event for SIP off-hook INVITE -> waiting for official CM patch CM
Technical Support
In case of having trouble with Avaya CIE 3.3, please:
1. Retry the action. Carefully follow the instructions in written or online documentation. 2. Check the documentation that came with your hardware for maintenance or hardware-related
problems. 3. Note the sequence of events that led to the problem and the exact messages displayed. Have
the Avaya documentation available. 4. If you continue to have a problem, contact Avaya Technical Support by:
- Logging in to the Avaya Technical Support Web site http://www.avaya.com/support - Calling or faxing Avaya Technical Support at one of the telephone numbers in the Support Directory listings on the Avaya support Web site. You may be asked to email one or more files to Technical Support for analysis of your application and its environment.
Note: If you have difficulty reaching Avaya Technical Support through the above URL or email address, please go to http://www.avaya.com for further information. Avaya Global Services Escalation Management provides the means to escalate urgent service issues. For more information, see the Escalation Contacts listings on the Avaya Web site. For information about patches and product updates, see the Avaya Technical Support Web site http://www.avaya.com/support.