Avaya Interaction Center Release 7.1.6 Readme · Avaya Interaction Center (IC) software updates are distributed in service packs. The Avaya Interaction Center (IC) 7.1.6 Service Pack

Copyright 2009 Avaya Inc. All rights reserved. Use pursuant to the terms of your signed agreement or Avaya policy. 1

Avaya Interaction Center Release 7.1.6 Readme Introduction This document provides late-breaking information to supplement Product software and documentation. For updated documentation, product support notices, and service pack information, go to the Avaya Support Center Web site at http://support.avaya.com.

Avaya Interaction Center (IC) software updates are distributed in service packs. The Avaya Interaction Center (IC) 7.1.6 Service Pack is the sixth service pack for the IC 7.1 release. The IC 7.1.6 Service Pack is cumulative in nature. This implies that the IC 7.1.6 Service Pack contains all the fixes that were included with the preceding IC 7.1.1, IC 7.1.2, IC 7.1.3, IC 7.1.4 and IC 7.1.5 Service Packs, in addition to the fixes from the IC 7.1.6 Service Pack. These software updates are used to correct issues and add features not included in the original release of the IC 7.1 system.

http://support.avaya.com/


Contents

Avaya Interaction Center 7.1.6 Readme ............................................................................................................................... 4 Overview............................................................................................................................................................................ 4 Supported Features and Configurations ............................................................................................................................ 5 IC 7.1.6 interoperability with Operational Analyst .............................................................................................................. 8 Recommended IC 7.1.6 Service Pack installation and configuration guidelines................................................................ 9

Installation ........................................................................................................................................................................... 10 Before you install ............................................................................................................................................................. 10 Stop Avaya Agent Web Client ......................................................................................................................................... 11 Stop IC servers................................................................................................................................................................ 12 Stop IC services............................................................................................................................................................... 14 Prerequisites.................................................................................................................................................................... 15 Getting Started ................................................................................................................................................................ 20 Installation files ................................................................................................................................................................ 22 Installation options ........................................................................................................................................................... 23 Server installation ............................................................................................................................................................ 25 Siebel Integration Component installation ....................................................................................................................... 29 Avaya Agent Web Client Connector installation .............................................................................................................. 34 Avaya Agent Web Client installation ................................................................................................................................ 38 Administration and Design installation ............................................................................................................................. 39 Avaya Agent installation .................................................................................................................................................. 40 Verify the JRE 1.4.2_12 installation ................................................................................................................................. 41 Start IC servers................................................................................................................................................................ 42 Start IC services .............................................................................................................................................................. 43 Uninstall program............................................................................................................................................................. 44 Uninstallation using the Silent command line option........................................................................................................ 46

Configuration....................................................................................................................................................................... 47 Server machines configuration ........................................................................................................................................ 47 SDK Server Configuration ............................................................................................................................................... 73 Configuring Web Services ............................................................................................................................................... 76 Design and Administration Configuration......................................................................................................................... 76 Avaya Agent Configuration .............................................................................................................................................. 79 Avaya Agent Web Client Configuration............................................................................................................................ 86 IC - Siebel integration configuration................................................................................................................................. 92 Reinstalling Avaya Business Advocate component ....................................................................................................... 103


Service Pack Files............................................................................................................................................................. 104 Avaya Agent component (Windows).............................................................................................................................. 104 Avaya Agent Web Client component (Windows/Solaris/ AIX)........................................................................................ 107 Avaya Agent Web Client Connector (Windows) ............................................................................................................ 109 Avaya Agent Web Client Connector (Solaris) ................................................................................................................ 111 Avaya Agent Web Client Connector (AIX) ..................................................................................................................... 111 Administration and Design component (Windows) ........................................................................................................ 112 Server component (Windows) ....................................................................................................................................... 115 Server component (Solaris) ........................................................................................................................................... 124 Server component (AIX) ................................................................................................................................................ 130 Siebel Integration component [IC Side] (Windows) ....................................................................................................... 135 Siebel Integration component [IC Side] (Solaris) ........................................................................................................... 136 Siebel Integration component [IC Side] (AIX) ................................................................................................................ 136 Siebel Integration component [Siebel Side] (Windows) ................................................................................................. 136 Siebel Integration component [Siebel Side] (Solaris)..................................................................................................... 137 Siebel Integration component [Siebel Side] (AIX) .......................................................................................................... 137 SDK component (Windows)........................................................................................................................................... 138 SDK component (Solaris) .............................................................................................................................................. 140 SDK component (AIX) ................................................................................................................................................... 142 Rogue Wave library (Windows) ..................................................................................................................................... 143 Rogue Wave library (Solaris) ......................................................................................................................................... 143 Rogue Wave library (AIX) .............................................................................................................................................. 144

Fixed Modification Requests / Work Items ........................................................................................................................ 146 Known issues and resolutions........................................................................................................................................... 167

Known Issues in IC 7.1.6 ............................................................................................................................................... 167 Documentation Errata ....................................................................................................................................................... 170 Contacting support ............................................................................................................................................................ 175


Avaya Interaction Center 7.1.6 Readme Avaya Interaction Center (IC) software updates are distributed in service packs. The Avaya Interaction Center (IC) 7.1.6 Service Pack is the sixth service pack for the IC 7.1 release. The IC 7.1.6 Service Pack is cumulative in nature. This implies that the IC 7.1.6 Service Pack contains all the fixes that were included with the preceding IC 7.1.1, IC 7.1.2, IC 7.1.3, IC 7.1.4 and IC 7.1.5 Service Packs, in addition to the fixes from the IC 7.1.6 Service Pack. These software updates are used to correct issues and add features not included in the original release of the IC 7.1 system.

Overview Avaya recommends that all IC 7.1 customers come up to this patch level as soon as possible to ensure they have a complete set of fixes. The IC 7.1.6 Service Pack contains a set of fixes with a common installer. It should be installed on top of an existing IC 7.1 system, an IC 7.1.1, an IC 7.1.2, an IC 7.1.3, an IC 7.1.4 or an IC 7.1.5 system. IC 7.1.6 does not include a redelivery of the entire IC product. Please follow this Readme when installing and configuring the IC 7.1.6 Service Pack. It contains information, such as known defects and defects fixed in this release, which is not necessarily included in the standard IC 7.1 documentation. This Readme provides detailed installation instructions and configuration information. The Installation Tool provided with this service pack is designed to easily install all of the fixes in the IC 7.1.6 Service Pack. For additional IC 7.1 documentation information, please refer to: ● Interaction Center (IC) 7.1 Product Documentation ● Interaction Center (IC) 7.1 Readme Addendum ● Interaction Center (IC) 7.1 Readme ● Interaction Center (IC) 7.1 Siebel Readme ● Avaya IC for Siebel 7 and 8 Integration Guide

Note: Note: A positive leap second adjustment will be introduced in Coordinated Universal Time (UTC) on 31st December 2008. Any interactions spanning the duration when the adjustment happens will have an offset of one second in reporting. As such, a one-time drift of one second can be expected in logs and any data that records timestamp. Apart from this, there should not be any significant impact on the functioning of the system due to this adjustment.


Supported Features and Configurations Avaya IC includes support for the following software features and configurations: Feature/Configuration IC 7.1.1 IC 7.1.2 IC 7.1.3 IC 7.1.4 IC 7.1.5 IC 7.1.6 VMware ESX Server 3.0.11

Windows 2003 Server Release 2 (R2) 1

U.S. Daylight Saving Time (DST) 1

VoIP Chat2

Collaborative Form Filling2

Microsoft SQL Server 2005 database2

Internet Explorer 7.0 browser2

Communication Manager (CM) 4.02

Application Enablement Services (AES) 4.02

Mac 2 Safari browser3

Windows Server 2003 with Service Pack 23

Windows Server 2003 Release 2 (R2) with Service Pack 23

Australia Daylight Saving Time (DST)4

Application Enablement Services (AES) 4.1*4

Windows Vista (for Avaya Agent Web Client and .Net SDK Client only)** 4

Solaris 10***5

Windows XP Service Pack 35

Application Enablement Services (AES) 4.2.1*5

IC-Siebel Integration on VMWare ESX 3.0 and ESXi 3.56

Internet Explorer 8.0 browser ****6


Mac 4 Safari browser ****6

Google Chrome 2 browser ****6

1. Included as a new supported software feature/configuration in the IC 7.1.1 Service Pack. 2. Included as a new supported software feature/configuration in the IC 7.1.2 Service Pack. 3. Included as a new supported software feature/configuration in the IC 7.1.3 Service Pack. 4. Included as a new supported software feature/configuration in the IC 7.1.4 Service Pack. 5. Included as a new supported software feature/configuration in the IC 7.1.5 Service Pack. 6. Included as a new supported software feature/configuration in the IC 7.1.6 Service Pack. *The AES 4.1 / 4.2.1 clients are not available for AIX and Solaris platforms. You can use the AES 3.1 Client to connect to the AES 4.1 / 4.2.1 Server. However, if you are using the AES 3.1 Client, you will not get access to new features in AES 4.1 / 4.2.1 Server.

Note::Double digit reason code does not work on AES 4.2 client.

**Avaya Agent and Java SDK Client are not supported on the Windows Vista Operating System. ***Support for Solaris 10 is added in Websphere Application Server 6.0.2. **** Support for Internet Explorer 8, Mac Safari 4 and Google Chrome 2 browsers is for end customer only. Continuing from IC and OA 7.1.1, Avaya supports the VMWare ESX Server version 3.0.1 infrastructure. When deploying IC and OA using VMWare ESX Servers, you should continue to follow:

● All IC and OA prerequisites and deployment guidelines as documented in the IC and OA Installation Planning and Prerequisites guides. ● CPU, Memory and Disk sizing guidelines from the sizing tool.

You should tune system performance and monitor virtual machines using appropriate VMWare tools. Avaya recommends performing all tuning and virtual machine reorganization using tools like VMotion. To avoid possible undesirable impact on the operation of IC and OA, perform these tasks in a standard maintenance window when IC and OA are not operational. The VoIP Chat and Collaborative Form Filling are supported only on Avaya Agent. The VoIP Chat and Collaborative Form Filling are supported only on the Internet Explorer browser, for agents as well as customers. Mac 2 Safari browser supports HTML Chat but does not support VoIP Chat and Collaborative Form Filling. For more information, refer to:

• Voice Chat

• Collaborative Form Filling


SQL Server upgrade Ensure that the collation for SQL Server instance is not case sensitive. Also make sure that, the collation setting for CCQ, Repository, and Advocate databases are not case sensitive. If the collation is case sensitive, some of the queries fail, and this impacts the working of Avaya IC. For example, set the collation to SQL_Latin1_General_CP1_CI_AS or any other collation, which is not case sensitive. For more information, refer to the Microsoft SQL server documentation. Note: Note: Avaya recommends that you perform the upgrading process in a test environment before performing the upgrade in the production environment.

Upgrading the MS SQL database with an existing IC 7.1.x setup If you have already installed IC 7.1.x with SQL 2000, and would like to upgrade the database to Microsoft SQL 2005, it is recommended to perform the following steps: 1. Before you begin the database upgrade, ensure that all IC components are stopped as explained in the sections, Stop IC servers and Stop IC services. 2. Back-up the CCQ, Repository, and Advocate databases. 3. Upgrade the SQL server. To do the SQL server upgrade, follow the SQL server database documentation. 4. Upgrade the 32-bit version of MS SQL 2000 client to 32-bit version of MS SQL 2005 client on the machines where dataserver and Advocate server is running. 5. After you complete the database upgrade, ensure that all IC components are started as explained in the sections, Start IC servers and Start IC services

Installing a new setup of IC 7.1.x along with MS SQL 2005 If you are installing a new setup of IC 7.1 and are using MS SQL 2005, perform the following steps: 1. Install the 32-bit version of MS SQL 2005 client on the machine, where you plan to install the dataserver. 2. Install the IC 7.1 system; however, do not configure the database. 3. Install the IC 7.1.6 Service Pack. 4. Configure the Repository and CCQ database using the Avaya Database Designer against the MS SQL 2005 database. 5. Follow the IC 7.1 documentation and IC 7.1.6 Service Pack Readme to complete the configuration. Important:

For the MS SQL Server 2005 database, you must install the 32-bit version of the MS SQL 2005 client on machines running each IC Dataserver. Avaya IC supports the use of 32-bit version of the MS SQL 2005 database client with 32-bit and 64-bit MS SQL Server 2005 database.


IC 7.1.6 interoperability with Operational Analyst

OA 6.1.3

OA 6.1.3 SP1

OA 6.1.3 SP2

OA 7.0

OA 7.0.1

OA 7.0.2

OA 7.0.3

OA 7.0.4

OA 7.0.5

OA 7.1

OA 7.1.1

OA 7.1.2

OA 7.1.3

OA 7.1.4

OA 7.1.5

OA 7.1.6

IC 6.1.3

IC 6.1.4

IC 6.1.5

IC 7.0

IC 7.0.1

IC 7.0.2

IC 7.0.3

IC 7.0.4

IC 7.0.5

IC 7.1

IC 7.1.1

IC 7.1.2

IC 7.1.3

IC 7.1.4


IC 7.1.5

IC 7.1.6

Though our release naming convention has evolved, OA 6.1.3 SP1, OA 6.1.3 SP2, OA 7.0.1 and IC 6.1.4 are all considered "service pack" updates to previous releases. The content of these releases is restricted to bug fixes, patch "roll ups", and occasional enhancements that are deemed critical. For information about the OA 7.1.6 release, see the Operational Analyst 7.1.6 Release Notes.

Recommended IC 7.1.6 Service Pack installation and configuration guidelines The following steps outline the procedures that need to be performed for installing and configuring the Avaya IC 7.1.6 Service Pack. Perform the installation and configuration procedures in exactly the same sequence as listed below.

1. Stop Avaya Agent Web Client.

2. Stop IC servers, IC services, and Administration and Design.

3. Ensure your system conforms to the prerequisites.

4. Obtain a License Key to get started.

5. Check whether you have received all the installation files for the IC components included in the IC 7.1.6 Service Pack.

6. Explore the installation options for installing the IC 7.1.6 Service Pack.

7. Install IC Servers.

8. Install the Siebel Integration Component.

9. Install the Avaya Agent Web Client Connector.

10. Install the Avaya Agent Web Client.

11. Install Administration and Design.

12. Install Avaya Agent.

13. Start IC Servers, IC Services, and Administration and Design.

14. Perform the following configuration procedures in the sequence given below:

a. Configure all Server machines

b. Configure SDK Server

c. Configure Web Services

d. Configure Design and Admin

e. Configure Avaya Agent

f. Configure Avaya Agent Web Client

g. Configure the IC - Siebel integration

15. Start Avaya Agent Web Client.


Installation This section describes the Installation Tool that updates existing Avaya IC 7.1, IC 7.1.1, IC 7.1.2, IC 7.1.3, IC 7.1.4 and IC 7.1.5 systems with the Avaya IC 7.1.6 Service Pack to provide fixes for issues reported against Avaya IC 7.1, IC 7.1.1, IC 7.1.2, IC 7.1.3, IC 7.1.4 and IC 7.1.5.

The Installation Tool performs the following steps:

1. Creates a backup of each file that is replaced by the installer with new files.

2. Copies the new IC 7.1.6 files into the appropriate directories on your system.

3. Creates the Uninstaller program.

4. Displays a screen that confirms a successful installation with the following text:

Installation was successful.

No errors or warnings were generated.

Complete log messages are available at:

.../IC71/ICServicePacks/7.1.6/<FolderNameOfComponent>/Log/install.log

Where <FolderNameOfComponent> is the folder name of each component where the respective component files reside.

The Installation Tool provides a separate installation program for each IC component to enable you to upgrade your machines based on the component they run. The following table lists the name of the component and its respective folder name:

Component/machine Folder Name

Administration and Design Design&Admin

Avaya Agent client AgentThickClient

Avaya Agent Web Client WebClient

Avaya Agent Web Client Connector WebConnector

IC Servers Server

Siebel Integration component (IC side) ICSideSiebel

Siebel Integration component (Siebel side) SiebelSideIC

For Windows installations, the Installation Tool also:

• Un-registers the necessary files on your system.

• Registers the new files on your system.

Before you install You must have separate machines for each of the IC components because Avaya does not support multiple IC components installed on the same machine.


• IC Servers

• Avaya Agent

• Avaya Agent Web Client Connector

• Administration and Design

• Siebel Integration component [IC side]

• Siebel Integration component [Siebel side]

• SDK

Stop Avaya Agent Web Client Before you run the IC 7.1.6 installation, you must stop the Avaya Agent Web Client. Ensure that all IC Avaya Agent Web Clients are logged off prior to stopping the Avaya Agent Web Client.

Windows When installed out-of-the-box, IBM Web Application Server (WAS) provides a menu shortcut to stop the default application server. You can create a shortcut on the Windows desktop for IBM WAS to stop Avaya Agent Web Client.

To stop IBM WAS for Avaya Agent Web Client:

1. From the Windows Program menu, right-click on the IBM Web sphere menu item and copy the following shortcut to the desktop:

Stop the server

2. For the Stop the server shortcut on the Windows desktop:

a. Right-click the shortcut and select Properties.

b. If necessary, replace the information in the Target field with the correct profile and server information for Avaya Agent Web Client.

c. Select OK.

3. Double-click the Stop the server shortcut to stop IBM WAS.

Solaris and AIX Avaya Agent Web Client includes an aawc.sh script that sets the library path variable for loading native libraries. Use the aawc.sh script to stop Avaya Agent Web Client.

To stop IBM WAS for Avaya Agent Web Client:

1. At the command line, navigate to /WAS_INSTALL_ROOT/AppServer/profiles/default/bin where WAS_INSTALL_ROOT is the directory path where you installed IBM WAS and default is the profile name.

2. Type the following command:

sh aawc.sh stop WAS_SERVER

Where WAS_SERVER is the name of IBM WAS application server that hosts Avaya Agent Web Client.

3. Press Enter.


Stop IC servers Before you run the IC 7.1.6 Server installation, you must stop all the IC servers and ensure all processes are stopped. Ensure that all IC Avaya Agents and IC Avaya Agent Web Clients are logged off prior to stopping all IC servers. This may take several minutes because the servers need to complete their current tasks before shutting down.

You can stop IC servers on any of the supported platforms using either IC Manager or the Avaya IC Admin Utility.

Windows

IC Manager To stop all the IC servers in the proper order using IC Manager:

1. Start IC Manager, if it is not already running.

2. Click the Server tab.

3. Select Server > Shutdown.

4. Select the IP address or the name of the machine on which you want to stop servers.

5. Click OK.

Avaya IC Admin Utility To stop all IC servers using the Avaya IC Admin Utility on the IC server machine:

1. In a command window, navigate to the ...\IC71\bin directory.

2. Stop all IC servers by performing the steps outlined in the following scenarios:

• To stop IC servers on all/multiple machines (multi-box setup):

a. At the command prompt, type icadmin tva <username> <password>

b. Press Enter.

• To stop IC servers on one machine:

a. At the command prompt, type icadmin tv <username> <password>

b. Press Enter.

Note: Ensure that the login credentials used in the IC Admin Utility command have IC administrative privileges.

Advocate Servers and Administration Perform the following steps on each Advocate Administration and Server machine:

1. Close Advocate Administration.

2. Select Start > All Programs > Administrative Tools > Component Services.

3. In Component Services, select Computers > My Computer > COM+ applications > Avaya Business Advocate.

4. Right-click the package and select Shutdown.

Note: You will need to reinstall the Avaya Business Advocate component once you finish with the installation and configuration of all other IC components. For information on how to reinstall the advocate components, see Reinstalling Avaya Business Advocate component.


Solaris and AIX

IC Manager To stop all the IC servers in the proper order using IC Manager:

1. Start IC Manager, if it is not already running.

2. Click the Server tab.

3. Select Server > Shutdown.

4. Select the IP address or the name of the machine on which you want to stop servers.

5. Click OK.

Avaya IC Admin Utility To stop all IC servers, including the ORB server, using the Avaya IC Admin Utility on the IC server machine:

1. In a command window, navigate to the .../IC71/bin directory.

2. Stop all IC servers by performing the steps outlined in the following scenarios:

• To stop IC servers on all/multiple machines (multi-box setup):

a. From the command line, type icadmin tva <username> <password>

b. Press Enter.

• To stop IC servers on one machine:

a. From the command line, type icadmin tv <username> <password>

b. Press Enter.

Note: Ensure that the login credentials used in the IC Admin Utility command have IC administrative privileges.

Ensure all IC servers are stopped

Windows 1. Go to the Task Manager dialog box.

2. Click the Process tab to view a list of the processes on your machine.

3. Check to make sure the IC servers are not running.

Solaris and AIX 1. At the command line, type the following command:

ps -ef | grep <AVAYA_IC71_HOME>/bin | grep -v grep

2. Press Enter.

This command displays a list of processes related to IC servers.

3. Check to ensure the IC servers are not running.

If any processes related to IC servers are still running, you need to kill all the processes related to IC servers.

4. To kill multiple processes in one command, type the following command:

kill -9 <PID>


Where PID is the Process ID of each individual process that is related to IC servers.

Note: Alternatively, you can type "kill -9 <PID1> <PID2>.... <PIDn>" to kill all the processes in a single command.

5. Press Enter.

Stop IC services Before you run the IC 7.1.6 Server installation, you must stop all the IC services and ensure those services are stopped. This may take several minutes because it allows the servers to complete their current tasks before shutting down.

Windows To stop the IC Services:

1. Bring up the Windows Services application.

2. Stop the following services (some may not exist on every IC server):

• Avaya IC CIRS Service 7.1

• Avaya IC Email Template Management Service 7.1

• Avaya ICM Service 7.1

• Avaya IC ORB Service 7.1

• Avaya IC Test Service 7.1

• Avaya IC Web Management Service 7.1

• Avaya IC WebLM Service 7.1

• Avaya Voice Media Manager

• Avaya SDK Services

Solaris and AIX To stop the IC Services, login with root privileges and navigate to the .../IC71/bin directory:

1. For ICM

a. Type the following at the command line:

./icm.sh stop -force

b. Press Enter.

2. For CIRS


./cirs.sh stop -force

b. Press Enter.

3. If you configured the Web applications as multiple Tomcat instances (multi-box setup)


./ictomcat.sh stop all -force

b. Press Enter.

4. If you configured the Web applications as a single Tomcat instance



./ictomcat.sh stop -force

b. Press Enter.

5. For Sun ONE Server


<SunONE_install_dir>/servers/<my_ONE_server>/stop

b. Press Enter.

6. For IBM http Web Server


./httpserver.sh stop

b. Press Enter.

Stop the VMM service (Solaris only) If you host your Avaya IC servers on Solaris and have VMM service configured, you must stop the VMM setup service to configure the Voice Media Manager (VMM) for Voice Chat. The VMM setup service configures the VMM to start automatically.

You must only perform this step if you host your Avaya IC servers on Solaris. Do not perform this step if you host your servers on Windows machines.

To stop VMM on Solaris:

1. Navigate to the following directory: IC_INSTALL_DIR/IC71/bin

2. Type the following at the command line:

./vmm_setup stop

3. Press Enter.

Prerequisites This section describes the prerequisites for installing the IC 7.1.6 Service Pack.

The IC 7.1.6 Service Pack is cumulative in nature. This implies that the IC 7.1.6 Service Pack contains all the fixes that were included with the preceding IC 7.1.1, IC 7.1.2, IC 7.1.3, IC 7.1.4 and IC 7.1.5 Service Packs, and some new fixes. If you have IC 7.1.1 installed and are attempting to install the IC 7.1.6 Service Pack, proceed from the section Getting Started.

Prerequisites for installing IC 7.1.6 This section describes the prerequisites for installing the IC 7.1.6 Service Pack.

Note: Before you install IC 7.1.6, you must have IC 7.1 installed on your system.

The following table depicts the prerequisites for installing the IC 7.1.6 Service Pack on a previous release of the product or upgrading a previous release to the IC 7.1.6 patch level:

Prerequisite From IC 7.1 to IC 7.1.6

From IC 7.1.1 to IC 7.1.6






Upgrading JDK configuration from 1.4.2_08 to 1.4.2_12 (Windows and Solaris)

Required N/A N/A N/A N/A N/A

Upgrading JDK configuration to Required N/A N/A N/A N/A N/A

Classic VM [build 1.4.2, J2RE 1.4.2 IBM AIX build ca142-20060824 SR3 to (SR6) (JIT enabled: jitc)]

Required N/A N/A N/A N/A N/A

Note: Shutdown all components that require JDK upgrade.

• Windows: update to JDK 1.4.2_12.

• Solaris: update to JDK 1.4.2_12.

• AIX: the following version of JDK is required:

− java version "1.4.2"

− Java(TM) 2 Runtime Environment, Standard Edition (build 1.4.2)

− Classic VM (build 1.4.2, J2RE 1.4.2 IBM AIX build ca142-20060824 (SR6) (JIT enabled: jitc))

The required version of the JDK for the Windows and Solaris platforms can be downloaded from:

http://java.sun.com/

The required version of the JDK for the AIX platform can be downloaded from:

http://www.ibm.com/

Prerequisite for using AAWC on Windows Vista You need to install JRE 1.4.2_12 on your Windows Vista machine to use Avaya Agent Web Client. If you do not have JRE already installed on your machine, IC prompts you to install JRE on Agent login as shown below:

Click Install.

While installing JRE on Windows Vista, you will get the following incompatibility warning message:


http://www.ibm.com/


Click OK to continue installing JRE.

Daylight Saving Time (DST) compliancy IC 7.1.6 Service Pack is compliant with the Daylight Saving Time (DST) factor. All currently supported platforms support the new DST functionality. IC supports U.S. and Australia Daylight Saving Time.

The JDK and JRE installed must be patched with the latest DST rules. For information on how to update JDK and JRE on all AIC (Avaya Interaction Centre) Systems, see Updating JDK / JRE on all AIC Systems.

Platform considerations The major operating system (OS) vendors have already released patches to support the DST 2007 & onwards policy changes. IC customers must upgrade their operating system versions with the required DST 2007 & onwards compliant patches from the respective operating system vendor's Web sites.

Note: This change is applicable for those locations affected by DST changes in 2007 onwards policy change.

Operating System Vendor

Operating System / Application Server

DST 2007 and IC 7.1.6 compliant patches

Windows 2000 SP4 DST patch can be applied to Windows 2000 Professional SP4 using the Time Zone Editor tool (Tzedit.exe) from the Windows 2000 Resource Kit. Find the directory tools\reskit\config on your Windows installation CD, and run Tzedit.exe. Alternatively, you may download the Time Zone Editor tool from the Internet.

Windows Server 2003

Microsoft

Windows XP Service

http://support.microsoft.com/kb/942763/

AIX 5.2 IBM

AIX 5.3L

For updating DST rules manually:

http://www-1.ibm.com/support/docview.wss?rs=0&uid=isg3T1000252

http://support.microsoft.com/kb/942763/




Operating System Vendor

Operating System / Application Server

DST 2007 and IC 7.1.6 compliant patches

Solaris 8 109809-09

http://sunsolve.sun.com/search/document.do?assetkey=1-21-109809-09-1

Sun Microsystems

Solaris 9 113225-12


Note: Please consult your Operating System vendor for latest DST patches.

Updating JDK / JRE on all AIC Systems The JDK and JRE can be updated using tools from the respective vendors.

Windows The JDK DST Timezone Update Tool can be downloaded from: http://java.sun.com/

Important: Review the license agreement before you download the tool.

To update the JDK / JRE using the JDK DST Timezone Update Tool:

1. Extract the file to a temporary directory.

For example, C:\javatz

Once the files are extracted, a <tz_dir> subdirectory will be created. Please note the directory name.

2. Update the JRE packaged with AIC, by typing the following commands at the command line:

cd %AVAYA_IC71_HOME%\Java\bin

java -jar C:\javatz\<tz_dir>\tzupdater.jar -u -v

Note: <tz_dir> is the subdirectory name that was created in Step 1.

3. Verify the installation was successful by typing the following commands at the command line:

cd %AVAYA_IC71_HOME%\Java\bin

java -jar C:\javatz\<tz_dir>\tzupdater.jar -V

Note: The JRE time zone data version and the Embedded time zone data version must match. If the JRE time zone data version is an earlier release then the installation was not successful.

4. Update the JDK installed as part of AIC prerequisite, by typing the following commands at the command line:

cd "c:\Program Files\j2sdk1.4.2_12\bin"

java -jar C:\javatz\<tz_dir>\tzupdater.jar -u -v

Note: <tz_dir> is the subdirectory name that was created in Step 1.

5. Verify the installation was successful by following the procedure described in Step 3 above.







Solaris The JDK DST Timezone Update Tool can be downloaded from: http://java.sun.com/


To update the JDK / JRE using the JDK DST Timezone Update Tool:

1. Extract the tzupdater file to a temporary directory.

For example,

/tmp/javatz


2. Update the JRE packaged with AIC, by typing the following commands at the shell prompt:

cd $AVAYA_IC71_HOME/Java/bin

./java -jar /tmp/javatz/<tz_dir>/tzupdater.jar -u -v

Note: Be sure to use ./java instead of java. This will ensure the AIC Java binary is used. Failure to do this could result in the first Java binary in the path being updated instead of the AIC JRE.

The installation displays the JRE that is being updated.

3. Verify the installation was successful by typing the following commands at the shell prompt:

cd $AVAYA_IC71_HOME/Java/bin

./java -jar /tmp/javatz/<tz_dir>/tzupdater.jar -V

Note: The JRE time zone data version and the Embedded time zone data version must match. If the JRE time zone data version is an earlier release then the installation was not successful.

4. Update the JDK installed as part of AIC prerequisite, by typing the following commands at the shell prompt:

cd /usr/java/bin

./java -jar /tmp/javatz/<tz_dir>/tzupdater.jar -u -v

Note: Be sure to use ./java instead of java. This will ensure the AIC Java binary is used. Failure to do this could result in the first Java binary in the path being updated instead of the AIC JRE.

The installation displays the JRE that is being updated.

5. Verify the installation was successful by following the procedure described in Step 3 above.

AIX The Time Zone Update Utility for Java can be downloaded from: http://www.ibm.com/

Download the file for the appropriate platform.


To update the JDK / JRE using the Time Zone Update Utility for Java:

1. Extract the jtzu file to a temporary directory.

For example,

/tmp/javatz


2. Edit the /tmp/javatz/runjtzuenv.sh file and set the configuration values:


http://www.ibm.com/


JAVA_HOME=$AVAYA_IC71_HOME/jre

NOGUI=false

DISCOVERONLY=true

3. Launch the IBM Time Zone Update Utility for Java. This is a GUI utility and the system DISPLAY setting must point to a valid system. You can use the following commands for your reference:

export DISPLAY=<hostname>:0

sh /tmp/javatz/runjtzu.sh

4. Select Interactive Mode and click Start.

5. Enter the location of the AIC implementation of the JRE ($AVAYA_IC71_HOME/jre) and click Update. The shell window will display the upgrade status. Check the output to ensure the installation is successful.

6. Once the upgrade is complete, click Exit.

7. Launch the IBM Time Zone Update Utility for Java once more.

8. Select Interactive Mode and click Start.

9. Enter the location of the JDK installed as part of AIC prerequisite (/usr/java14) and click Update. The shell window will display the upgrade status. Check the output to ensure the installation is successful.

10. Once the upgrade is complete, click Exit.

Note: To run the JTZU utility in Non Interactive Mode, refer to the details on the vendor website.

Getting Started Avaya IC 7.1.6 is available on the Avaya Support Web site at: http://support.avaya.com/download/

To receive the IC 7.1.6 release on a CD, send an email requesting the media (CD) to [email protected] with:

• Customer Name

• Avaya Sold-to Number

• Contact Name

• Contact Address

• Contact Phone Number

• What CDs you are requesting

Obtaining a License Key Avaya Interaction Center (IC) and Avaya Operational Analyst (OA) are enabled for run-time operation with a license key that provides features and capacity based on your specific order. The information below is supplied to assist you in requesting your license keys.

If you have a valid license key and move to a newer IC and OA release from an earlier release, your license key continues to be valid. It contains IC and OA features and capacity you are entitled to with your software licensed from Avaya. Unless you have made changes that modify your HostID on the server where the license manager is operating you will not need a new license.

License Request: 1. License Key Request (New)

http://support.avaya.com/download/

mailto:[email protected]


Send to: [email protected]

Include:

• Customer Name

• Customer Location (city, state, country)

• Avaya SAP Order Number

• MAC Address (HostID for Solaris) of all Servers running WebLM Service

• System Purpose (for example, Production, Test, Lab)

• Return Email address

• Implementer of system (Avaya PSO, Avaya Business Partner or SI, self)

2. License Key Request (Addition/change)

Send to: [email protected]

Include:

• COPY OF CURRENT LICENSE FILE (IMPORTANT)

• Customer Name

• Customer Location (city, state, country)

• If adding - Avaya SAP Order Number

• Avaya Customer Number

• If changing - MAC Address (HostID for Solaris) of all Servers running WebLM Service

• System Purpose (for example, Production, Test, Lab)

• Return Email address

• Implementer of system (Avaya PSO, Avaya Business Partner or SI, self)

Downloading the IC 7.1.6 Service Pack You can download the IC 7.1.6 Service Pack files from the Avaya Support Web site.

https://support.avaya.com/download/

To download IC 7.1.6:

1. Click the Download My Software link.

2. At the Login screen, enter your login id and password, and click Login.

If you do not have an Avaya SSO Login username and password, select Register Now to create them. Your username and password must each be at least 6 characters long, the password must also contain at least one number. Your username and password cannot be the same.

3. Click Interaction Center (IC).

4. Select a release.

5. Click the appropriate IC 7.1.6 file(s) to download the file(s).

6. Move the IC 7.1.6 files to an installation directory on the machine on your system where you want to store them.

https://support.avaya.com/download/


Important: The name of the installation directory can contain only acceptable characters, such as A-Z, a-z, 0-9, -, and _, for the installation to run successfully. The Installation wizard does not copy files from a directory that contains special characters in its name.

Installation files The following table indicates the machine type, operating system, and the filename for each of the IC 7.1.6 components:

Note: The mapped network drive installation option is not available for the Solaris and AIX platforms.

Component/machine Platform Filename

Administration and Design Windows IC716WinAdmin.zip Extract the files into the install directory on the local machine or on the mapped network drive, depending on the installation option you want to follow.

Avaya Agent client Windows IC716WinAgentClient.zip Extract the files into the install directory on the local machine or on the mapped network drive, depending on the installation option you want to follow.

Avaya Agent Web Client Windows IC716WinWebClient.zip Extract the files into the install directory on the local machine or on the mapped network drive, depending on the installation option you want to follow.

Windows IC716WinWebConnector.zip Extract the files into the install directory on the local machine or on the mapped network drive, depending on the installation option you want to follow.

Solaris IC716SolWebConnector.tar Extract the files into the install directory on the local machine.

Avaya Agent Web Client Connector

AIX IC716AixWebConnector.tar Extract the files into the install directory on the local machine.

Windows IC716WinServer.zip Extract the files into the install directory on the local machine or on the mapped network drive, depending on the installation option you want to follow.

Solaris IC716SolServer.tar Extract the files into the install directory on the local machine.

IC Servers

AIX IC716AixServer.tar Extract the files into the install directory on the local machine.

SDK Servers and Design Windows, Solaris, AIX

The SDK component files are installed with the IC Servers component.

Siebel Integration component (IC side)

Windows ICSide716win.zip Extract the files into the install directory on the local machine or on the mapped network drive, depending on the installation option you want to follow.


Component/machine Platform Filename

Solaris ICSide716sol.tar Extract the files into the install directory on the local machine.

AIX ICSide716aix.tar Extract the files into the install directory on the local machine.

Windows SiebelSide716win.zip Extract the files into the install directory on the local machine or on the mapped network drive, depending on the installation option you want to follow.

Solaris SiebelSide716sol.tar Extract the files into the install directory on the local machine.

Siebel Integration component (Siebel side)

AIX SiebelSide716aix.tar Extract the files into the install directory on the local machine.

Installation options Avaya IC 7.1.6 provides the following installation options:

• Network installation with mapped drive

• Local installation

• Silent installation

• Console installation

The IC Server components, Siebel Integration component [Siebel side], Siebel Integration component [IC side], and Avaya Agent Web Client Connector components are installed on the Windows, Solaris, and AIX platforms. All other components are installed on the Windows platform only.

For version information on all of the supported platforms, see IC 7.1 Installation Planning and Prerequisites.

Network installation with mapped drive You can install IC 7.1.6 from a network (shared) computer to upgrade other machines without having to copy the IC 7.1.6 files from the central computer to those machines.

To enable your local machine to access the network computer, you must map a drive from the local machine to the network computer by selecting the Tools > Map Network Drive option in Windows Explorer.

Note: If Universal Naming Convention (UNC) is not supported, you need to map the drive to be accessed from the installation machine.UNC specifies a common syntax for accessing network resources, such as shared folders and printers.For example, the syntax for Windows systems is as follows:

\\computername\sharedfolder\resource

Local installation To install on local machines, copy the component directory (for example, Server, Avaya Agent, or Avaya Web Agent Client) from the central machine to the machine where you want to install the component.


Silent installation When you run installation in silent mode, the user interface is not available. To run the installer in silent mode, run record mode followed by silent mode.

Record mode In record mode, the installer runs the installation normally but records all of your inputs in a text file.

To run the installer in record mode:

1. Go to the package directory where the contents of the Service Pack installer are extracted.

2. At the command line, type:

<setupfile> -options-record <AbsolutePathOfFile.ext>

For example,

Windows:

setupwin32.exe -options-record "D:\temp\SP716Silent.opt"

Solaris:

./setupsolarisSparc.bin -options-record "/tmp/SP716Silent.opt"

AIX:

./setupaix.bin -options-record "/tmp/SP716Silent.opt"

Note: The <setupfile> is the platform-specific name of the setup executable and <AbsolutePathOfFile.ext> is the qualified file name, where "AbsolutePathOfFile" is the name of the file and "ext" is the file extension.

3. Press Enter.

The installer creates the <AbsolutePathOfFile.ext> file containing all of your inputs.

Silent mode In silent mode, re-run the same installation in silent mode on another machine using the inputs from this text file.

To re-run the installer in silent mode:

1. Copy the <AbsolutePathOfFile.ext> file to the machine where you want to install.


At the command line, type:

<setupfile> -options <AbsolutePathOfFile.ext> -silent

For example,

Windows:

setupwin32.exe -options "D:\temp\SP716Silent.opt" -silent

Solaris:

./setupsolarisSparc.bin -options "/tmp/SP716Silent.opt" -silent

AIX:

./setupaix.bin -options "/tmp/SP716Silent.opt" -silent


The <setupfile> is the platform-specific name of the setup executable and <AbsolutePathOfFile.ext> is the qualified file name, where "AbsolutePathOfFile" is the name of the file and "ext" is the file extension.

3. Press Enter.

The installer creates the <AbsolutePathOfFile.ext> file containing all of your inputs.

Console installation When you run installation in console mode, the user interface is not available.

To run the installer in console mode type the following command at the command prompt:

<setupfile> -console

For example,

Windows:

setupwin32.exe -console

Solaris:

./setupsolarisSparc.bin -console

AIX:

./setupaix.bin -console

Note: The console option can be used for installation and uninstallation of all components.

Order of installation After you complete the instructions for a network installation or a local installation, install the IC 7.1.6 components in the following order:

1. Server installation

2. Siebel Integration Component installation

3. Avaya Agent Web Client Connector installation

4. Avaya Agent Web Client installation

5. Administration and Design installation

6. Avaya Agent installation

Server installation This section describes the installation procedures for the IC 7.1.6 Server component. The Server component can be installed on the Windows, Solaris, and AIX platforms.

This section includes the following topics:

• Windows installation procedures

• Solaris installation procedures

• AIX installation procedures

Note: The files for SDK components are currently bundled with the IC Servers installation package for the Windows, Solaris, and AIX platforms. If you have IC setup as a multi-box setup (primary machine, secondary machine, and so on), you need to install the IC Servers setup on all these machines.


Windows installation procedures Perform the following steps on the Windows machines running IC servers.

1. Before you begin the Service Pack Installation, ensure that all IC components are stopped as explained in the sections, Stop IC servers and Stop IC services.

2. Go to the directory where you extracted the contents of the IC716WinServer.zip file.

3. Copy the IC716WinServer folder to the machine where you want to install the Server component. If you are accessing a network computer through a mapped drive, you do not need to copy the folder. Perform the following steps from your server machine.

4. Open the IC716WinServer folder and double-click setupwin32.exe to start the installation program.

5. At the Welcome screen, select Next to continue.

6. At the next screen which displays the location of the Uninstall program, select Next.

7. In the pop-up window that prompts Please stop all Avaya IC servers and services, click Continue.

8. At the next screen which displays the installation summary, click Next to run the installation. The Installation Tool:

a. Creates a backup directory and moves the existing server files to that directory.

b. Copies the new server files to the proper directories.

c. Registers the new .ocx and .dll files.

d. Installs the Uninstall program.

e. Displays the results of the installation.

If installation is successful, displays: Installation was successful. No errors or warnings were generated. Complete log messages are available at: ...\IC71\ICServicePacks\7.1.6\Server\Log\install.log

If installation is unsuccessful, displays: ALERT! Installation failed. Please fix these errors and re-run the installer. The following errors or warnings were generated. Complete log messages are available at: ...\IC71\ICServicePacks\7.1.6\Server\Log\install.log LIST OF ERRORS AND WARNINGS

9. Click Finish.

10. If the installation is unsuccessful, run the Uninstall program. Correct the errors and re-run the Installation program.

11. If a Telephony Server is configured, take the backup of the tssrv.exe and tssrv.pdb files, and delete the files from their current location. Make a copy of the files for your switch and rename the copies to tssrv.exe and tssrv.pdb.

For example: For Avaya DEFINITY/CM, create a copy of cvlansrv.exe and rename it as tssrv.exe in theAVAYA_IC71_HOME\bin directory. Similarly, create a copy of cvlansrv.pdb and rename it as tssrv.pdb in the AVAYA_IC71_HOME\bin directory.

Switch Copy... Rename to... Avaya DEFINITY/CM cvlansrv.exe, cvlansrv.pdb tssrv.exe, tssrv.pdb

Nortel Meridian ctsrv.exe, ctsrv.pdb tssrv.exe, tssrv.pdb Ericsson MD110 ctsrv.exe, ctsrv.pdb tssrv.exe, tssrv.pdb Aspect CallCenter tsv5aspectcmi.exe, tsv5aspectcmi.pdb

(there may not be a .pdb file) tssrv.exe, tssvr.pdb

12. On the Web Management Services IC machine, delete the folder "localhost" from the location .../IC71/tomcat/work/Catalina/. This step is to be executed on only the Web Management Services IC machine.


13. If the installation is successful, reboot the machine before you restart the servers.

Solaris installation procedures To have the permissions to run the Solaris installer, you must login with root privileges. Perform the following steps on the Solaris machines running IC servers.


2. Go to the directory where you uncompressed the contents of the IC716SolServer.tar file.

3. At the command line, type: $AVAYA_IC71_HOME/bin/icenv ./setupsolarisSparc.bin (where $AVAYA_IC71_HOME/bin/icenv sets the IC environment variables and ./setupsolarisSparc.bin starts the Server installation).

4. At the Welcome screen, click Next.

5. At the next screen which displays the location of the Uninstall program, click Next.

6. In the pop-up window that prompts Please stop all Avaya IC servers and services, click OK.




c. Installs the Uninstall program.

d. Displays the results of the installation.

If installation is successful, displays: Installation was successful. No errors or warnings were generated. Complete log messages are available at: .../IC71/ICServicePacks/7.1.6/Server/Log/install.log

If installation is unsuccessful, displays: ALERT! Installation failed. Please fix these errors and re-run the installer. The following errors or warnings were generated. Complete log messages are available at: .../IC71/ICServicePacks/7.1.6/Server/Log/install.log LIST OF ERRORS AND WARNINGS

8. Click Finish.


10. If the tssrv file exists on the system, check to see if this file is a symbolic link to the Telephony Server executable.

a. At the command prompt, type ls -l tssrv.

b. If the tssrv is a symbolic link to the Telephony Server, the system displays: lrwxrwxrwx filenameA -> filenameB (where filenameA is a variable for tssrv and filenameB is the absolute server name).

11. If the tssrv file is a symbolic link to the Telephony Server, use the existing file without renaming it.

Switch Use... Avaya DEFINITY/CM cvlansrv

Nortel Meridian ctsrv

12. If the tssrv file is not a symbolic link to the Telephony Server, take a backup of the tssrv file, and delete the file from its current location. Make a copy of the file for your switch and rename the copy to tssrv.

For example:For Avaya DEFINITY/CM, create a copy of cvlansrv and rename it as tssrv in the AVAYA_IC71_HOME/bin directory.


13. Back up the qorasrv file from the ..\IC71\bin folder.

Switch Copy... Rename to... Avaya DEFINITY/CM cvlansrv tssrv Nortel Meridian ctsrv tssrv

Note: Skip this step if you are upgrading from IC 7.1.4 to IC 7.1.6.

• If you are using an Oracle 10 DB Client, rename qora10srv as qorasrv in the ..\IC71\bin folder.

• If you are using an Oracle 9 DB Client, rename qora9srv as qorasrv in the ..\IC71\bin folder.


AIX installation procedures Before running the Service Pack installer on the AIX platform, you need to kill the processes that use the Rogue Wave binary files installed on the system.

AIX installation prerequisites Skip this section if you are upgrading from IC 7.1.4 to IC 7.1.6.

Perform the following steps before carrying out the installation on the AIX platform:

1. Ensure that all IC components are stopped as explained in the sections, Stop IC servers and Stop IC services.

2. Change directory to $AVAYA_IC71_HOME/lib.

3. At the command line, type the command: slibclean

4. At the command line, type the command: fuser -k lib*12d*.a

Note: After running the fuser -k lib*12d*.a command, type the following at the command line:

fuser lib*12d*.a

No process IDs should be displayed in the results after running this command. However, even if one process ID is displayed in the results, then you need to restart the AIX machine.

5. After carrying out the above steps, proceed with the installation on the AIX platform.

AIX installation Perform the following steps on the AIX machines running IC servers.

Note: To have the permissions to run the AIX installer, you must login with root privileges.


2. Go to the directory where you uncompressed the contents of the IC716AixServer.tar file.

3. At the command line, type:

export AVAYA_IC71_HOME=<Avaya IC Servers installation path>

For example, export AVAYA_IC71_HOME=/opt/Avaya/IC71

4. Press Enter.

5. Type the following at the command line:


$ ./setupaix.bin



8. In the pop-up window that prompts Please stop all Avaya IC servers and services, click OK.






If installation is successful, displays: Installation was successful. No errors or warnings were generated. Complete log messages are available at: .../IC71/ICServicePacks/7.1.6/Server/Log/install.log

If installation is unsuccessful, displays:

ALERT! Installation failed. Please fix these errors and re-run the installer. The following errors or warnings were generated. Complete log messages are available at: .../IC71/ICServicePacks/7.1.6/Server/Log/install.log

LIST OF ERRORS AND WARNINGS

10. Click Finish.


12. If the tssrv file exists on the system, check to see if this file is a symbolic link to the Telephony Server executable.

a. At the command prompt, type ls -l tssrv.

b. If the tssrv is a symbolic link to the Telephony Server, the system displays: lrwxrwxrwx filenameA -> filenameB (where filenameA is a variable for tssrv and filenameB is the absolute server name).

13. If the tssrv file is a symbolic link to the TS, use the existing file without renaming it.

Switch Use... Avaya DEFINITY/CM cvlansrv

14. If the tssrv file is not a symbolic link to the Telephony Server, take a backup of the tssrv file, and delete the file from its current location. Make a copy of the file for your switch and rename the copy to tssrv.

For example:For Avaya DEFINITY/CM, create a copy of cvlansrv and rename it as tssrv in the AVAYA_IC71_HOME/bin directory.

Switch Copy... Rename to... Avaya DEFINITY/CM cvlansrv tssrv


Siebel Integration Component installation This section describes the installation procedures for the Siebel Integration Component of the Avaya IC 7.1.6 release. The Siebel Integration component is installed on the Windows, Solaris, and AIX machines running Siebel Services and Avaya IC servers. The Siebel Integration component is to be installed only when your IC system is integrated with Siebel.


The Siebel section includes the following topics:




Windows installation procedures The Siebel Integration component must be installed on the machine running Siebel Services and the machine running IC servers.

Siebel Integration component on Siebel server Perform the following steps on the Windows machines that are running Siebel Services.

1. Go to the directory where you extracted the contents of the SiebelSide716win.zip file.

2. Open the SiebelSide716win folder and double-click on setupwin32.exe to start the installation program.

3. At the Welcome screen, click Next to continue.

4. At the next screen, enter the path location for the Siebel Servers installation, click Next. (Example, C:\seaxx\siebsrvr)


6. At the next screen which prompts Please stop all Siebel Services before applying the patch, ensure that the Siebel Service is not running and click OK.



b. Copies the new server file to the proper directory.



If installation is successful, displays: Installation was successful. No errors or warnings were generated. Complete log messages are available at: C:\Seaxxx\siebsrv\ICServicePack\7.1.6\SiebelSide\Log\install.log

If installation is unsuccessful, displays: ALERT! Installation failed. Please fix these errors and re-run the installer. The following errors or warnings were generated. Complete log messages are available at: C:\Seaxxx\siebsrv\ICServicePack\7.1.6\SiebelSide\Log\install.log LIST OF ERRORS AND WARNINGS

8. Click Finish.


10. If the installation is successful, perform the steps in Siebel Integration component on IC servers

Siebel Integration component on IC servers Perform the following steps on the Windows machines that are running IC servers.

1. Go to the directory where you extracted the contents of the ICSide716win.zip file.


2. Open the ICSide716win folder and double-click on setupwin32.exe to start the installation program.



5. At the next screen which prompts Please stop all IC Services before applying the patch, ensure that all IC Services are stopped and click OK.






If installation is successful, displays: Installation was successful. No errors or warnings were generated. Complete log messages are available at: ...\IC71\ICServicePacks\7.1.6\ICSideSiebel\Log\install.log

If installation is unsuccessful, displays: ALERT! Installation failed. Please fix these errors and re-run the installer. The following errors or warnings were generated. Complete log messages are available at: ...\IC71\ICServicePacks\7.1.6\ICSideSiebel\Log\install.log LIST OF ERRORS AND WARNINGS

7. Click Finish.


Solaris installation procedures The Siebel Integration component must be installed on the machine running Siebel Services and the machine running IC servers. To have the permissions to run the Solaris installer, you must login with root privileges.

Siebel Integration component on Siebel server Perform the following steps on the Solaris machines that are running Siebel Services.

1. At the command line, navigate to the directory where you uncompressed the contents of the SiebelSide716sol.tar file. If the file is compressed, untar the file using the tar -xvpf command.

2. At the command line, type the following command:

./setupsolarisSparc.bin

3. Press Enter.


5. At the next screen, enter the path location for the Siebel Servers installation, click Next. (Example, root/seaxx/siebsrvr)

6. The next screen displays the location of the Uninstall program, click Next.

7. At the next screen which prompts Please stop all Siebel Services before applying the patch, confirm the Siebel Service is not running and click OK.







If installation is successful, displays: Installation was successful. No errors or warnings were generated. Complete log messages are available at: root/Seaxxx/siebsrv/ICServicePack/7.1.6/SiebelSide/Log/install.log

If installation is unsuccessful, displays: ALERT! Installation failed. Please fix these errors and re-run the installer. The following errors or warnings were generated. Complete log messages are available at: root/Seaxxx/siebsrv/ICServicePack/7.1.6/SiebelSide/Log/install.log LIST OF ERRORS AND WARNINGS

9. Click Finish.

10. If the installation was unsuccessful, run the Uninstall program. Correct the errors and re-run the Installation program.

11. If the installation is successful, perform the steps in Siebel Integration component on IC servers

Siebel Integration component on IC servers Perform the following steps on the Solaris machines that are running IC servers.

1. At the command line, navigate to the directory where you uncompressed the contents of the ICSide716sol.tar file.

2. At the command line, type the following command:

./setupsolarisSparc.bin

3. Press Enter.


5. At the next screen, enter the path location for the IC Servers installation and click Next. (Example, root/IC71)


7. At the next screen which prompts Please stop all IC Services before applying the patch, ensure that the IC Services are not running and click OK.






If installation is successful, displays: Installation was successful. No errors or warnings were generated. Complete log messages are available at: .../IC71/ICServicePacks/7.1.6/ICSideSiebel/Log/install.log

If installation is unsuccessful, displays: ALERT! Installation failed. Please fix these errors and re-run the installer. The following errors or warnings were generated. Complete log messages are available at: .../IC71/ICServicePacks/7.1.6/ICSideSiebel/Log/install.log LIST OF ERRORS AND WARNINGS

9. Click Finish.



AIX installation procedures The Siebel Integration component must be installed on the machine running Siebel Services and the machine running IC servers.


Siebel Integration component on Siebel server Perform the following steps on the AIX machines that are running Siebel Services.

1. At the command line, navigate to the directory where you uncompressed the contents of the SiebelSide716aix.tar file.

2. At the command line, type: ./setupaix.bin

3. Press Enter.


5. At the next screen, enter the path location for the Siebel Servers installation, click Next. (Example, root/seaxx/siebsrvr)


7. At the next screen which prompts Please stop all Siebel Services before applying the patch, confirm the Siebel Service is not running and click OK.






If installation is successful, displays: Installation was successful. No errors or warnings were generated. Complete log messages are available at: root/Seaxxx/siebsrv/ICServicePack/7.1.6/SiebelSide/Log/install.log

If installation is unsuccessful, displays: ALERT! Installation failed. Please fix these errors and re-run the installer. The following errors or warnings were generated. Complete log messages are available at: root/Seaxxx/siebsrv/ICServicePack/7.1.6/SiebelSide/Log/install.log LIST OF ERRORS AND WARNINGS

9. Click Finish.


11. If the installation is successful, perform the steps in Siebel Integration component on IC servers.

Siebel Integration component on IC servers Perform the following steps on the Solaris machines that are running IC servers.

1. At the command line, navigate to the directory where you uncompressed the contents of the ICSide716aix.tar file. If the file is compressed, untar the file using the tar -xvpf command.


3. Press Enter.


5. At the next screen, enter the path location for the IC Services installation and click Next. (Example, root/IC71)



7. At the next screen which prompts Please stop all IC Services before applying the patch, ensure that the IC Services are not running and click OK.






If installation is successful, displays:

Installation was successful. No errors or warnings were generated. Complete log messages are available at:

.../IC71/ICServicePacks/7.1.6/ICSideSiebel/Log/install.log

If installation is unsuccessful, displays:

ALERT! Installation failed. Please fix these errors and re-run the installer. The following errors or warnings were generated. Complete log messages are available at:

.../IC71/ICServicePacks/7.1.6/ICSideSiebel/Log/install.log

LIST OF ERRORS AND WARNINGS

9. Click Finish.


Avaya Agent Web Client Connector installation This section describes the installation procedures for the Avaya Agent Web Client Connector component of the Avaya IC 7.1.6 release. You need to install the Avaya Agent Web Client Connector on the machine that hosts IBM WebSphere.

• Installation path procedures



• AIX installation prerequisites

Installation path procedures The IC 7.1.6 installer checks for the installation path through an environment variable or the registry. The Avaya Agent Web Client Connector installation path is not stored in an environment variable or in the registry. Before starting the Avaya Agent Web Client Connector setup, you must declare the environment variable for the installer to use.

Windows To declare the Avaya Agent Web Client Connector installation environment variable on Windows:

1. Right-click My Computer and select Properties.

2. Click the Advanced tab.

3. Click Environment Variables.

4. In the System variables section, click New.

5. At the New System Variable dialog box, enter the installation path name and value.


Field Name Enter... Variable Name AVAYA_IC71_HOME

Variable Value The actual installation path, for example,C:\AvayaWebClientConnector\IC71

6. Click OK to save the new variable.

7. At the Environment Variables dialog, click OK.

8. At the Advanced tab, click OK.

9. Run the Avaya Agent Web Client Connector installation procedures described in Windows installation procedures.

Solaris and AIX To declare the Avaya Agent Web Client Connector installation environment variable on Solaris or AIX:

1. At the console, type:

export AVAYA_IC71_HOME=<Avaya Agent Web Client Connector installation path>

For example, export AVAYA_IC71_HOME=/opt/AvayaWebClientConnector/IC71

2. Press Enter.

3. Run the Avaya Agent Web Client Connector installation procedures described in the following section for your operating system:



Windows installation procedures Perform the following steps on the Windows machines that are running the Avaya Agent Web Client.

1. Before you begin the Service Pack Installation, ensure that all IC components are stopped as explained in Stop Avaya Agent Web Client.

2. Go to the directory where you extracted the contents of the IC716WinWebConnector.zip file.

3. Open the IC716WinWebConnector folder and double-click on setupwin32.exe to start the installation program.




a. Creates a backup directory and moves the existing web client connector files to that directory.

b. Copies the web client connector files to the proper directories.

c. Copies the files from the Java folder to the proper directories.



If installation is successful, displays: Installation was successful. No errors or warnings were generated. Complete log messages are available at: ...\IC71\ICServicePacks\7.1.6\WebConnector\Log\i

If installation is unsuccessful, displays: ALERT! Installation failed. Please fix these errors and re-run the installer. The following errors or warnings were generated. Complete log messages are available at:


nstall.log ...\IC71\ICServicePacks\7.1.6\WebConnector\Log\install.log LIST OF ERRORS AND WARNINGS

7. Click Finish.


Solaris installation procedures To have the permissions to run the Solaris installer, you must login with root privileges.

Perform the following steps on the Solaris machines that are running the Avaya Agent Web Client.


2. Go to the directory where you uncompressed the contents of theIC716SolWebConnector.tar file.

3. At the command line, type:./setupsolarisSparc.bin

4. Press Enter.





b. Copies the new web client connector files to the proper directories.

c. Copies the files from the Java folder to the proper directories.



If installation is successful, displays: Installation was successful. No errors or warnings were generated. Complete log messages are available at: .../IC71/ICServicePacks/7.1.6/WebConnector/Log/install.log

If installation is unsuccessful, displays: ALERT! Installation failed. Please fix these errors and re-run the installer. The following errors or warnings were generated. Complete log messages are available at: .../IC71/ICServicePacks/7.1.6/WebConnector/Log/install.log LIST OF ERRORS AND WARNINGS

8. Click Finish.


AIX installation procedures If you have the IC 7.1.4 Service Pack installed and are attempting to install the IC 7.1.6 Service Pack, proceed from the Installing Avaya Agent Web Client Connector on AIX section.

AIX installation prerequisites Skip this procedure if you are upgrading from IC 7.1.4 to IC 7.1.6.Perform the following steps before carrying out the installation on the AIX platform:


1. Ensure that all IC components are stopped as explained in Stop Avaya Agent Web Client.

2. Change directory to $AVAYA_IC71_HOME/lib.

3. At the command line, type the command: slibclean

4. At the command line, type the command: fuser -k lib*12d*.a

Note: After running the fuser -k lib*12d*.a command, type the following at the command line:

fuser lib*12d*.a


5. After carrying out the above steps, proceed with the installation on the AIX platform.

AIX installation Perform the following steps on the AIX machines that are running the Avaya Agent Web Client.



2. At the command line, navigate to the directory where you uncompressed the contents of the IC716AixWebConnector.tar file.


4. Press Enter.





b. Copies the new web client connector files to the proper directories.

c. Copies the files from the jre folder to the proper directories.



If installation is successful, displays: Installation was successful. No errors or warnings were generated. Complete log messages are available at: .../IC71/ICServicePacks/7.1.6/WebConnector/Log/install.log

If installation is unsuccessful, displays: ALERT! Installation failed. Please fix these errors and re-run the installer. The following errors or warnings were generated. Complete log messages are available at: .../IC71/ICServicePacks/7.1.6/WebConnector/Log/install.log LIST OF ERRORS AND WARNINGS

8. Click Finish.



Avaya Agent Web Client installation This section describes the installation procedures for the Avaya Agent Web Client component of the Avaya IC 7.1.6 release. The Avaya Agent Web Client server component can be built on the Windows platform as a .EAR file. This EAR file can be redeployed on the Solaris and AIX platforms.

This component must be installed on the machine where the Avaya Agent Web Client package is installed, not the deployment machine.


• Installation path procedures


Installation path procedures The IC 7.1.6 installer checks for the installation path through an environment variable or the registry. The Avaya Agent Web Client installation path is not stored in an environment variable or in the registry. Before starting the Avaya Agent Web Client setup, you must declare the environment variable for the installer to use.

Windows To declare the Avaya Agent Web Client installation environment variable on the Windows platform:




4. In the System variables section, click New.

5. At the New System Variable dialog, enter the installation path name and value.

Field Name Enter... Variable Name AVAYA_WEBCLIENT71_HOME

Variable Value The actual installation path, for example,C:\AvayaWebClient\IC71

6. Click OK to save the new variable.

7. At the Environment Variables dialog, click OK.

8. At the Advanced tab, click OK.

9. Run the Avaya Agent Web Client installation procedures described in Windows installation procedures.

Windows installation procedures Perform the following steps on the Windows machines that are running the Avaya Agent Web Client.

1. Go to the directory where you extracted the contents of the IC716WinWebClient.zip file.

2. Open the IC716WinWebClient folder and double-click on setupwin32.exe to start the installation program.




a. Creates a backup directory and moves the existing web client files to that directory.


b. Copies the web client files to the proper directories.



If installation is successful, displays: Installation was successful. No errors or warnings were generated. Complete log messages are available at: ...\IC71\ICServicePacks\7.1.6\WebClient\Log\install.log

If installation is unsuccessful, displays: ALERT! Installation failed. Please fix these errors and re-run the installer. The following errors or warnings were generated. Complete log messages are available at: ...\IC71\ICServicePacks\7.1.6\WebClient\Log\install.log LIST OF ERRORS AND WARNINGS

6. Click Finish.


8. If the installation is successful on the Windows platform, follow the steps for configuring the Avaya Agent Web Client in Avaya Agent Web Client Configuration.

Administration and Design installation This section describes the installation procedures for the IC 7.1.6 Administration and Design component. This component is supported only on the Windows platform.

Windows installation procedures Perform the following steps on each machine where administration tools are installed.

1. Stop the IC Manager, Avaya Database Designer, and Workflow Designer applications if they are already running.

2. Go to the directory on the central server where you extracted the contents of the IC716WinAdmin.zip file.

3. Copy the IC716WinAdmin folder to the machine where you want to install the Admin component. If you are accessing a network computer through a mapped drive, you do not need to copy the folder. Perform the following steps from your administration machine.

4. Open the IC716WinAdmin folder on the machine from which you want to install.

5. Double-click the setupwin32.exe to start the installation.



8. In the pop-up window that prompts “Please log out from IC Manager”, click Continue.


a. Creates a backup directory and moves the existing admin files to that directory.

b. Copies the new admin files to the proper directories.




If installation is successful, displays: Installation was successful. No errors or warnings were generated. Complete log messages are

If installation is unsuccessful, displays: ALERT! Installation failed. Please fix these errors and re-run the installer. The following errors or warnings were


available at: ...\IC71\ICServicePacks\7.1.6\DesignAdmin\Log\install.log

generated. Complete log messages are available at: ...\IC71\ICServicePacks\7.1.6\DesignAdmin\Log\install.log LIST OF ERRORS AND WARNINGS

10. Click Finish.


Avaya Agent installation This section describes the installation procedures for the IC 7.1.6 Avaya Agent (rich client) component. The Avaya Agent installation is supported only on the Windows platform.

Note: You can install the IC 7.1.6 Avaya Agent (rich client) component after all the other IC 7.1.6 Service Pack components are installed and configured. You do not require stopping the IC Servers before installing the IC 7.1.6 Avaya Agent (rich client) component.

Installation procedures Perform the following steps on each agent workstation.

1. Stop the Avaya Agent application if it is running.

2. Go to the directory on the machine where you extracted the contents of the IC716WinAgentClient.zip file.

3. Copy the IC716WinAgentClient folder to the machine where you want to install the Agent component. If you are accessing a network computer through a mapped drive, you do not need to copy the folder. Perform the following steps from your agent desktop machine.

4. Open the IC716WinAgentClient folder and double-click on setupwin32.exe to start the installation program.

5. At the Welcome window, click Next.

6. The installation runs the Preinstall options which unregister the .ocx and .dll files that are patched in this installation.


8. In the pop-up window that prompts Please logout Avaya Agent, click Continue.


a. Creates a backup directory and moves the existing agent files to that directory.

b. Copies the new agent files to the proper directories.




If installation is successful, displays: Installation was successful. No errors or warnings were generated. Complete log messages are available at: ...\IC71\ICServicePacks\7.1.6\AvayaAgent\Log\install.log

If installation is unsuccessful, displays: ALERT! Installation failed. Please fix these errors and re-run the installer. The following errors or warnings were generated. Complete log messages are available at: ...\IC71\ICServicePacks\7.1.6\AvayaAgent\Log\install.log LIST OF ERRORS AND WARNINGS

10. Click Finish.



12. If the installation is successful, reboot the agent machine.

Avaya Agent installation in silent mode On the Windows platform, you can also run the IC 7.1.6 Avaya Agent installation in silent mode. The silent mode option is for Avaya Agent installations on multiple machines.

To run the installer in silent mode, run record mode followed by silent mode.

• In record mode, the installer runs the installation normally but records all of your inputs in a text file.

• In silent mode, re-run the same installation in silent mode on another machine using the inputs from this text file.

Record mode To run the installer in record mode:

1. Select Start > Programs > Accessories > Command Prompt.


3. At the command prompt, type: setupwin32.exe -options-record <AbsolutePathOfFile.ext>

Note: The <AbsolutePathOfFile.ext> is a placeholder for the qualified complete file name, where "AbsolutePathOfFile" is the name of the file and "ext" is the file extension.

4. Press Enter.

5. Complete the installation using the information in Avaya Agent installation. The installer creates the <AbsolutePathOfFile.ext> file containing all of your inputs.

Silent mode To re-run the installer in silent mode:

1. Copy the <AbsolutePathOfFile.ext> file to the machine where you want to install.

2. Select Start > Programs > Accessories > Command Prompt.


4. At the command prompt, type:

setupwin32.exe -options <AbsolutePathOfFile.ext> -silent

For example, setupwin32.exe -options "D:\temp\SP716Silent.opt" -silent

5. Press Enter.

The installation runs (without a GUI) using the <AbsolutePathOfFile.ext> file for your inputs.

Verify the JRE 1.4.2_12 installation IC 7.1.6 automatically updates the Java Runtime Environment (JRE) of your IC Setup to version 1.4.2_12. The JRE update is applied to individual components during the IC Service Pack installation.

Note: Skip this section if you are upgrading from IC 7.1.1, IC 7.1.2, IC 7.1.3,IC 7.1.4 or IC 7.1.5 to IC 7.1.5.

The following components in IC 7.1 are affected by the JRE 1.4.2_12 update.

• Administration and Design

• Siebel Integration component

• Avaya Agent


• Avaya Agent Web Client

• IC Servers

To verify the JRE 1.4.2_12 installation on all machines where the previous version of JRE was installed:

Windows 1. At the Command Prompt, go to the folder...\IC71\Java\bin.

2. Type java -version. The display should read as java version "1.4.2_12".

Solaris 1. In shell prompt, go to the folder.../IC71/Java/bin.

2. Type. /java -version. The display should read as java version "1.4.2_12".

AIX 1. In shell prompt, go to the folder.../IC71/Java/bin.

2. Type. /java -version. The display should display: java version "1.4.2". The build information should read as: "IBM AIX build ca142-20060824 (SR6)".

Start IC servers After you complete the Avaya IC 7.1.6 Server installation program, restart the IC servers by running both of these tools in the following order:

1. 204HIC Manager

2. Avaya IC Admin Utility

3. IC Manager

Avaya IC Admin Utility To restart the ORB server using the Avaya IC Admin Utility on the server machine:

1. In a command window, navigate to the following directory:

• Windows: ...\IC71\bin

• Solaris and AIX: .../IC71/bin

2. Type the following command:

• Windows: icadmin so

• Solaris and AIX: ./icadmin so

3. Press Enter.

IC Manager In IC Manager, you must restart the IC servers individually and in the proper order. Before you begin, run the procedures described in 204HIC Manager

Avaya IC Admin Utility to restart the ORB server.

To restart IC servers in IC Manager:


1. Click the Server tab and select the server to be restarted. The following table lists the order in which to start the servers.

2. Click the Start Server button.

Server Category Server Name Core Engine servers Alarm server Data server Directory server License server

Reporting Services Event Collector server Report server

DU (Data Unit) servers ADU server DUStore server EDU server

Web Management servers WebACD server Web Admin Adapter (WAA) server Attribute server ComHub server Paging server Web Schedule Callback

Email Management servers IC Email server (requires the WebACD server) CAServer server CAAdmin server

Telephony servers Telephony and TSQS servers (all switches) Telephony Server Adapter (TSA) server Predictive Dialing Kernel (Outbound Contact) server SoftDialer server VOX server

Business Logic servers Workflow server Blender server Notification server

Web and Support servers HTTP Connector server WebQ server WebQ Router server

Siebel Native Integration ASIS Server

Start IC services On the Windows platform, after you complete the Avaya IC 7.1.6 Server installation program, all the IC Services need to be started if they are not already started.

Windows The steps given below are for the Windows platform.

To start the IC Services:

1. Bring up the Windows Services application.

2. Start any of the following services that are not already started (some may not exist on every server).

• Avaya IC CIRS Service 7.1

• Avaya IC Email Template Management Service 7.1

• Avaya ICM Service 7.1

• Avaya IC ORB Service 7.1

• Avaya IC Test Service 7.1

• Avaya IC Web Management Service 7.1

• Avaya IC WebLM Service 7.1

• Avaya Voice Media Manager

• Avaya SDK Services

Solaris and AIX The steps given below are for the Solaris and AIX platforms.

To start the IC Services:

1. Move to the .../IC71/bin directory.


2. For ICM

a. At the command line, type: ./icm.sh start

b. Press Enter.

3. For CIRS

a. At the command line, type: ./cirs.sh start

b. Press Enter.

4. If you configured the Web applications as multiple Tomcat instances (multi-box setup):

a. At the command line, type: ./ictomcat.sh start all

b. Press Enter.

5. If you configured the Web applications as a single Tomcat instance:

a. At the command line, type: ./ictomcat.sh start

b. Press Enter.

6. For Sun ONE Server

a. At the command line, type: <SunONE_install_dir>/servers/<my_ONE_server>/start

b. Press Enter.

7. For IBM http Web Server

a. At the command line, type: ./httpserver.sh start

b. Press Enter.

Start the VMM service (Solaris only) If you host your Avaya IC servers on Solaris and have the VMM service configured, you must restart the VMM setup service for Voice Chat. The VMM setup service configures the VMM to start automatically.

You only must perform this step if you host your Avaya IC servers on Solaris. Do not perform this step if you host your servers on Windows machines.

To run the VMM setup script and start the VMM on Solaris:


2. At the command line, type: ./vmm_setup start

3. Press Enter.

Uninstall program The Avaya IC 7.1.6 Installation Tool installs an Uninstall Program that uninstalls the files from the IC 7.1.6 installation and returns your system to its previous state. If your installation fails, you must run the Uninstall program before attempting to rerun the Installation Tool. Running the Uninstall program, if it exists, returns your system to its previous state and preserves your files.

When the Service Pack installer fails to complete the installation, any one of the following events may happen based on the progress achieved during installation:

• The uninstaller is created –

You need to run the uninstaller to remove the Service Pack to restore the system to its original state. After running the uninstaller, the system is restored to its previous state.


• The uninstaller is not created –

When the uninstaller is not created, it implies that the Service Pack installer has already rolled back all the changes made to the system during installation. In this case, no action is required from the user.

Before running the Uninstall program:

• For uninstalling servers, stop all of the servers using the procedures described in Stop IC services and Stop IC servers.

• Exit the Agent and IC Manager applications on the system.

Note: On the AIX platform, you need to kill the processes that use the Rogue Wave binary files installed on the system.

Perform the following steps before carrying out the uninstallation on the AIX platform:

a. Change directory to $AVAYA_IC71_HOME/lib.

b. At the command line, type the following command: slibclean

c. At the command line, type the following command:

fuser -k lib*12d*.a

d. After running the fuser -k lib*12d*.a command, type the following at the command line:

fuser lib*12d*.a


Perform the following steps on the machine where you want to uninstall IC 7.1.6 files.

1. Go to the following directory:

a. Windows: ...\IC71\ICServicePacks\7.1.6\<FolderNameOfComponent>\Record\

b. Solaris and AIX: .../IC71/ICServicePacks/7.1.6/<FolderNameOfComponent>/Record/

2. Start the Uninstall program:

Windows

• Double-click the uninstall7.1.6.bat file.

Solaris and AIX (server only)

a. At the command line, type: ./uninstall7.1.6.sh

b. Press Enter.


4. The next screen indicates the directory from which the files are uninstalled.

5. Click Next to start the Uninstall program which:

a. Restores the component to its previous state.

b. Displays confirmation of a successful uninstallation with a list of uninstallation warnings and errors that were encountered.

6. Click Finish if the uninstallation is successful.

7. On the Windows platform, restart the machine for the system to be restored to its previous state. Solaris and AIX systems do not require restarting the machine.


Uninstallation using the Silent command line option IC 7.1.6 Service Pack components can be uninstalled using the Silent command line option. IC

7.1.6 Service Pack supports only the Silent option.When you run uninstallation in silent mode, the user interface is not available.

Silent mode In silent mode, re-run the same uninstallation in silent mode on another machine using the inputs from this text file.

To re-run the uninstaller in silent mode:

1. From the command prompt (command line, in case of Solaris and AIX), go to the following directory:

Windows:

...\IC71\ICServicePacks\7.1.6\<FolderNameOfComponent>\Record where <FolderNameOfComponent> is the folder name of each component where the respective component files reside.

Solaris and AIX: .../IC71/ICServicePacks/7.1.6/<FolderNameOfComponent>/Record where <FolderNameOfComponent> is the folder name of each component where the respective component files reside.

2. At the command prompt (command line, in case of Solaris and AIX), type the following command:

<uninstallscriptname> -silent

Note: The <uninstallscriptname> is the uninstaller script.For example,

Windows:

uninstall7.1.6.bat -silent

Solaris and AIX:

./uninstall7.1.6.sh -silent

3. Press Enter.

Note: After the uninstallation is complete, sometimes the uninstaller does not delete the 7.1.6 subfolder. In such a case, you need to manually delete the 7.1.6 subfolder from the .../IC71/ICServicePacks folder.


Configuration This section describes configuration procedures for the Avaya IC 7.1.6 components. Some of these procedures may be required and some may be optional.

After you run the Installation Tool, perform the following configuration:

• Server machines configuration

• SDK Server Configuration

• Configuring Web Services

• Avaya Agent Configuration

• Avaya Agent Web Client Configuration

• IC - Siebel integration configuration

• Reinstalling Avaya Business Advocate component

Use the following IC documentation in conjunction with these configuration steps:

• Interaction Center (IC) 7.1 Installation Planning and Prerequisites

• Interaction Center (IC) 7.1 Installation and Configuration

• Interaction Center (IC) 7.1 Readme

• Interaction Center (IC) 7.1 Readme Addendum

Server machines configuration This section describes configuration requirements for the IC 7.1.6 servers, which are supported on the Windows, Solaris, and AIX platforms.

Configure the following on the server machine:

• Run the Configuration tool

• Email Template Administration configuration

• Email server configuration

• Telephony Server Adapter (TSA) configuration

• Telephony Server configuration

• SNMP configuration

• Voice Chat

• Collaborative Form Filling

• Configuring Avaya Full Text Search Engine

Run the Configuration tool Note: If you have already installed the IC 7.1.1, IC 7.1.2, IC 7.1.3, IC 7.1.4 or the IC 7.1.5 Service Pack, you may skip this section.

Run the following steps on the machine where the Website is hosted.

To run the Configuration tool:


Windows

1. Go to the ...\IC71\bin directory and run the configuration tool using the command: configure.bat

You can also run the Configuration Tool by selecting Start > Programs > Avaya Interaction Center 7.1 > Configuration Tool.

2. Set the JDK home path to the directory where the Java SDK is installed. For more information about Java SDK, see Prerequisites.

3. Click Apply Settings.

Solaris and AIX

1. Go to the .../IC71/bin directory and run the configuration tool using the following command: ./configure

2. Set the JDK home path to the directory where the Java SDK is installed. For more information about Java SDK, see Prerequisites.

3. Click Apply Settings.

Email Template Administration configuration

Configure Email Template to support French Characters The Email Templates need to be reconfigured to support viewing of certain French characters. When you create a template with special characters such as ’ (ASCII - 146) the character is not displayed in the Web agent. The RLManager pages do not submit data in utf-8 due to third party limitation and instead submit html codes of data. However for characters within range 128 to 159 (to be precise - 128, 130-140, 142 ,145-156, 158-159) the pages submit incorrect html codes.

Important: You must follow the steps in this section only if your email template contains any characters in the chracater range mentioned above.

Perform the following steps to configure email templates

1. Login to Email Template Administration.

2. Open the template having characters in the chracater range mentioned above.

3. Make some changes in the template.

Example: Add some characters at the end.

4. Click Ok to save the template.

5. Edit the template again and undo the changes.

6. Click Ok .

Email server configuration You must configure the Email Server after installing the IC 7.1.6 Service Pack.


Configure Email Server to disable viewing of tenant emails The Email Server present in your system can be configured to disable viewing of tenant emails by agents, while performing a search.

Perform the following steps to disable viewing of tenant emails by agents:

1. In IC Manager, double-click the Email server in the lists of servers.


2. Click the Configuration tab.

3. Click New.

4. In the CTI Type Editor dialog box:

a. Complete the fields as shown in the following table:

Field Recommended entry CTI Type Couple

Name SearchFilterByTenant This field is case-sensitive.

Value 1

b. Select OK.

5. Select OK.

6. Stop and restart the Email Server.

Note: In the absence of this property, default "0" value is used. Emails prior to applying this service pack will not be accessible by search as these emails will have their Tenant key as NULL.

Configure Email Server to build a correct CC field The Email Server present in your system can be configured to build a correct CC field while sending emails.


CAUTION: Use this option with utmost care. You might need this configuration, only if an Email Account configured in IC Manager is configured such that the "Name" and "Domain" fields of the General tab are different than the "Logon account" and "Incoming Email (POP3)" fields of the Server tab.

Perform the following steps to configure the Email Server to build a correct CC field:

1. In IC Manager, double-click the Email server in the lists of servers.

2. Select the Configuration tab.

3. Select New.


a. Complete the fields as shown in the following table:


Name EmailProxy This field is case-sensitive.

Value 1

b. Select OK.

5. Select OK.

6. Stop and restart the Email Server.

Note: In absence of this property, default "0" value is used.


Telephony Server Adapter (TSA) configuration

Configure Telephony Server Adapter for extended UUI data support The Telephony Server Adapter (TSA) server present in your system can be configured for extended UUI data support. With the Enable Extended Data Support' configuration parameter enabled, TSA server will first try to get extended UUI data from TS events and if unsuccessful then try to get it from EDU. The newer TS APIs will be called along with this fetched extended UUI data.

Note: You need to import the sc.xml file for the Enable Extended Data Support property to be visible. For information on how to import the sc.xml file, refer to Importing the sc.xml file.

Perform the following steps to configure Telephony Server Adapter for extended UUI data support.

1. In IC Manager, double-click the Telephony Server Adapter (TSA) server in the lists of servers.

2. Click the TSA tab.

3. Select the “Enable Extended Data Support” check box.

4. Select OK.

5. Stop and restart the Telephony Server Adapter server.

Telephony Server configuration

Configure Telephony Server retry count for failed MSHS connection The Telephony Server present in your system can be configured for retry count during automatic recovery of failed MSHS connection. During a failed MSHS connection, by default the TS would continue its ping to the other TS for 20 minutes (40 times with an interval of 30 seconds). This can be extended up to maximum of 1 hour (120 times with an interval of 30 seconds).

Perform the following steps to configure Telephony Server retry count for failed MSHS connection

1. In IC Manager, double-click the Telephony server in the lists of servers.


3. Click New.


c. Complete the fields as shown in the following table:


Name mshs_retry_attempt This field is case-sensitive.

Value 120 (Max)

d. Select OK.

5. Select OK.

6. Stop and restart the Telephony Server.

Note: In the absence of this property, default "40" value is used.


Configure Telephony Server to report the queue time for the calls Skip this section if you are upgrading from IC 7.1.3, IC 7.1.4 or IC 7.1.5 to IC 7.1.6.

The Telephony Servers present in your system can be configured to report the queue time for the calls.

Important: You must follow the steps in this section only if you have the following configuration involving two Telephony Servers: One Telephony Server monitoring the Route Point and the Agent VDN, and the second Telephony Server monitoring the agents.

Prerequisites

The call should be made to wait for at least 1 second before the call is queued to the skill set. This is done to avoid a race condition. This should be done in all the VDNs that are monitored by IC and has a "queue-to" step in its vector. The VDN that has the Adjust route step need not be changed.

For example, VDN 1234 vect 5.

CALL VECTOR

Number: 5 Name VECTOR 1

Multimedia? n

Basic? y EAS? y G3V4 Enhanced? n ANI/II-Digits? y ASAI

Routing? y

Prompting? y LAI? y G3V4 Adv Route? n CINFO? n BSR? y Holidays? y

01 wait-time 1 sec hearing silence

02 queue-to skill 12 pri h

Where 12 is the hunt-group defined in the system.

Perform the following steps to configure the Telephony Server:

1. Log on to IC Manager.

2. Select the Telephony Server you want to configure.

3. Right-click the Telephony Server and click Stop.

4. Right-click the selected Telephony Server and select Edit.


6. Click New.

7. In the CTI Type Editor dialog box, type use_edu_for_queue_infoin the Name field and TRUE in the Value field.

8. Click OK in the CTI Type Editor dialog box.

9. Click OK.

10. Right-click the Telephony Server and click Start.

11. If not created earlier, create all the voice queues that need to be monitored.

12. Perform the above steps for all the Telephony Servers in your IC system.

SNMP configuration Skip this section if you are upgrading from IC 7.1.3, IC 7.1.4 or IC 7.1.5 to IC 7.1.6.


On the AIX machine running in a 64-bit kernel mode, the prtconf utility must be present either in the $PATH environment variable or at least in the /usr/sbin/ directory. If this utility does not exist in the above mentioned paths on the AIX (64-bit kernel mode), SNMP may not function properly.

Configure SNMP in Alarm Server using the instructions provided in IC 7.1 Administration Volume 1: Servers & Domains.

Load the MIB file configuration Perform the following steps on the machine where Network Node Manager (NNM) is installed. For example, HP-OpenView.

1. Unload the existing AVAYAGEN-MIB.mib and AV-IC-ALARM-MIB.mib from NNM.

2. Download the latest AVAYAGEN-MIB.mib and AV-IC-ALARM-MIB.mib files from the support site:

http://support.avaya.com/japple/css/ japple?PAGE=ProductArea&temp.productID=125917&temp.releaseID=286077&temp.buck etID=290530

3. If you are using an NNM, remove the current MIB files from your system and reload the latest MIB files. If you are using just a trap receiver, restart it using the new MIB files.

4. First load AVAYAGEN-MIB.mib and then load AV-IC-ALARM-MIB.mib.

Voice Chat Skip this section if you are upgrading from IC 7.1.2, IC 7.1.3, IC 7.1.4 or IC 7.1.5 to IC 7.1.6.

Avaya Interaction Center (Avaya IC) installations can include Voice Chat. Voice Chat is a component of Web Management that includes the following features:

• Chat and VoIP where a voice chat contact is initiated from a chat session. The customer uses VoIP, and the agent uses a telephone.

• Chat and Phone where a voice chat contact is initiated from a chat session. The customer and the agent use a telephone.

VoIP Chat feature is incorporated in the HTML Chat client. This feature enables customer and agent to communicate using a VoIP call during an HTML chat session.

To set up both types of VoIP Chat, perform the steps in the following topics:

1. Prerequisites for Voice Chat

2. Configure the Workflow server for Voice Chat

3. Build and load workflows for Voice Chat

4. Configure the Telephony server for Voice Chat

5. Run the VMM setup script for Solaris

6. Configure the Voice Chat gateway

7. Configure the Voice Media Manager server

8. Configure the Voice Chat workflow table

9. Set the startup options for the VMM server

10. Configure Voice Chat

Prerequisites for Voice Chat Before you configure Voice Chat:

1. Install and configure the Telephony switch and other hardware, including the following:

http://support.avaya.com/japple/css/ japple?PAGE=ProductArea&temp.productID=125917&temp.releaseID=286077&temp.buck%20etID=290530

http://support.avaya.com/japple/css/ japple?PAGE=ProductArea&temp.productID=125917&temp.releaseID=286077&temp.buck%20etID=290530


• Install and configure a supported IP Gateway

• Create a separate route point (VDN) for Voice Chat

• Direct all calls on the Voice Chat route point to the PBXLink (TS) using the Adjunct Route

For information about supported Telephony switches, see VoIP Configuration. For information about your Telephony switch, see the switch documentation.

2. Install and configure Telephony, including an ACD. For more information, see IC 7.1 Installation and Configuration.

3. Install and configure Web Management. For more information, see IC 7.1 Installation and Configuration.

4. Confirm that the Avaya Voice Media Manager (VMM) is installed and running. The Voice Media Manager does not run in IC Manager. On a Windows machine, you can view and start the Voice Media Manager in the Services Control Panel.

Avaya IC installs the VMM with the Avaya IC servers.

VoIP Configuration This section explains how to configure the Avaya DEFINITY/Communication Manager switch to enable the Voice channel to handle VoIP calls. This section contains the following configurations:

Define Codec Set

To define the Codec Set:

1. Run changeip-codec-set1 on the command line to open the IP codec set 1 form.

2. Type G.723-5.3K in the Audio Codec field.

3. Type Y in the Silence Suppression field.

4. Type 1 in the Frames Per Pkt field.

5. Type 30 in the Packet Size(ms) field.

6. Press F3 to submit this form.


Assign node name

You need to add a node name for the C-LAN and Prowler circuit packs.To assign the node name:

1. Run changenode-namesip on the command line to open the node names ip form.

2. Type the unique name for each C-LAN and for each Prowler circuit pack in the Name field.

3. Type the unique IP address for each of the corresponding C-LAN and Prowler circuit packs in the IP Address field.

4. For the VMM Server, type the hostname in the Name field and IP address in the IP Address field.


Define the IP interface

To define the IP interface:

1. Run changeip-interfaces on the command line to open the IP interfaces form.


2. Type y in the Enable Eth Pt field.

3. Type C-LAN for the C-LAN circuit pack in the Type field.

4. Type the slot location for the C-LAN circuit pack in the Slot field.

5. Type the node name that you created for the C-LAN circuit pack in Assign node name in the Node Name field.

6. Type the IP address of the gateway for the ip interface for the C-LAN circuit pack in the Gateway Address field.

7. Type 1 in the Net Rgn field for the C-LAN circuit pack.

8. Navigate to the next Enable Eth Pt field and type y.

9. Type MEDPRO for the Prowler circuit pack in the Type field.

10. Type the slot location for the Prowler circuit pack in the Slot field.

11. Type the node name that you created for the Prowler circuit pack in Assign node name in the Node Name field.

12. Type the IP address of the gateway for the ip interface for the Prowler circuit pack in the Gateway Address field.

13. Type 1 in the Net Rgn field for the Prowler circuit pack.


Assign a link to the LAN

You must assign a link to the LAN using the ethernet data module.To assign a link to the LAN via the ethernet data module:

1. Run adddata-modulenext on the command line to open the data module form.


2. Type Ethernet in the Type field.

3. Type the port number to be used by the circuit pack in the Port field. Ethernet connections must be assigned to port 17 on the C-LAN circuit pack.

4. Type the link number to assign to the circuit pack in the Link field. Link numbers 1-25 not previously assigned on this switch.


Create an IP signaling group

To create a signaling group:

1. Run addsignaling-groupnext on the command line to open the signaling group form for the next available signaling group.


2. Type h.323 in the Group Type field.

3. Leave the Trunk Group for Channel Selection field blank until you create a trunk group in the next task. Once you have created the trunk group, run changesignalinggroup at the command line and enter the trunk group number in the Trunk Group for Channel Selection field.

4. Type the node name that you created for the C-LAN IP interface in Assign node name in the Near-end Node Name field.

5. Enter the node name of the VMM server you created in Assign node name in the Far-end node name field and the port created in IC Manager for VMM (default 8120) in Far-end Listen Port field.


Create IP trunk group

To create a trunk group:

1. Run addtrunk-groupnext on the command line to open the trunk group form for the next available trunk group.

2. Type IPTrunk in the Group Name field.

3. Type 701 (the trunk access code) in the TAC field.

4. Type IP in the Carrier Medium field.

5. Type Tie in the Service Type field.

6. Press F2 two times to display page 3 of this form.


7. Type Tie in the Service Feature field.

8. Type 8 in the Insert field. This is the AAR feature access code to called number of all incoming calls on this trunk that forces them to go through AAR routing.

9. Press F2 to display page 4 of this form.

10. Enter ip in the Port field for this trunk. The maximum number of IP trunks for a signaling group is 31.

11. Enter the number of the signaling group from the previous task, Create an IP signaling group in the Sig Group field.


Create a DS1

A DS1 is only needed if the incoming VoIP call is not terminated on the switch and needs to be routed to a different switch.


To create a DS1:

1. Run addds1a03 on the command line to open the ds1 form.

2. Enter one of the following in the Bit Rate field based on your system configuration:

• Enter 1.544 for a T1 connection.

• Enter 2.048 for an E1 connection.

3. Enter one of the following in the Line Coding field:

• Enter b8zs for a T1 connection.

• Enter hdb3 for an E1 connection.

4. Enter Isdn-pri in the Signaling Mode field.

5. Enter Pbx in the Connect field.

6. Enter User in the Interface field.

7. Enter one of the following in the CrC field based on your system configuration:

• Enter n for a T1 connection.

• Enter y for an E1 connection.


Create a PRI signaling group

A PRI signaling group is only needed if the incoming VoIP call is not terminated on the switch and needs to be routed to a different switch.

To create a signaling group (PRI):

1. Run addsignaling-groupnext on the command line to open the signaling group form for the next available signaling group.


2. Enter Isdn-pri in the Group Type field.

3. Enter one of the following in the Primary D-Channel field based on your system configuration:

• Enter port 24 of the DS1 circuit pack for a T1 connection.

• Enter port 16 of the DS1 circuit pack for an E1 connection.

4. Leave the Trunk Group for Channel Selection field blank until you create a trunk group in the next task. Once you have created the trunk group, type change signaling group at the command line and enter the trunk group number in this field.


Create a PRI trunk group

A PRI trunk group is only needed if the incoming VoIP call is not terminated on the switch and needs to be routed to a different switch.

To create a trunk group (PRI):

1. Run addtrunk-groupnext on the command line to open the trunk group form for the next available trunk group.


2. Enter one of the following in the Group Name field based on your system configuration:

• Enter T1 for a T1 connection.

• Enter E1 for an E1 connection.

3. Type 702 (the trunk access code) in the TAC field.

4. Enter one of the following in the Carrier Medium field based on your system configuration:

• Enter PRI for a T1 connection.

• Enter BRI for an E1 connection.

5. Type Tie in the Service Type field.

6. Press F2 two times to display page 4 of this form.


7. Enter the port number of the DS1 circuit pack in the Port field.

8. Enter the number of the signaling group from the previous task, Create a PRI signaling group in the Sig Group field.


Define the class of restriction

To define the class of restriction 1:

1. Run changecor1 at the command line to open the cor 1 form which is used by all trunk groups.

2. Enter 0 (zero) in the FRL field.

3. Enter none in the Calling Party Restriction field.

4. Enter none in the Called Party Restriction field.


Define the AAR analysis

AAR analysis is only needed if the incoming VoIP call is not terminated on the switch and needs to be routed to a different switch.

To define AAR analysis:

1. Run changeaaranalysis on the command line to open the aar analysis form.


2. Enter the customer specific VDN in the Dialed String field.

3. Enter the length of the customer specific VDN in the Total Min field.

4. Enter the length of the customer specific VDN plus 7 (the length of the call ID) in the Total Max field.

5. Enter the route pattern that includes the ISDN-PRI trunk setup in the Route Pattern field.

6. Enter aar in the Call Type field.


Define the routing pattern

A routing pattern is only needed if the incoming VoIP call is not terminated on the switch and needs to be routed to a different switch.

To define the routing pattern:

1. Run changeroute-pattern2 on the command line to open the route pattern form.


2. Enter the ISDN-PRI trunk number in the Grp. No. field.

3. Enter 0 (zero) in the FRL field.


Configure the Workflow server for Voice Chat To configure the Workflow server for Voice Chat, perform the steps in the following topics:

Note: This section assumes that you are using an existing Workflow server to handle Voice Chat contacts. If the Avaya IC system includes a separate Workflow server for Voice Chat, see IC 7.1 Installation and Configuration.

Add a semaphore for the Voice Chat workflow

You must add a semaphore to all Workflow servers that process voice chat contacts and are in the same domain as the icmbridge account. The Attribute server uses the ICM account to log in to the ICM server. You entered this account in the IC Login field of the Attribute server configuration. For more information about the icmbridge account, see IC 7.1 Installation and Configuration.

To add the semaphore for the Voice Chat workflow:

1. In IC Manager, double-click the Workflow server.

2. Select the Workflow tab.

3. Select the Ellipsis (...) button next to Semaphores.

4. In the Semaphores dialog box:

a. Select New.

b. Select in the new row and type: ivchat.ivchat_key

c. Select OK.

5. Select OK.


Create the Voice Chat channel for the Workflow server If your Avaya IC system includes multiple Workflow servers, perform these steps on the Workflow server that processes voice contacts.

To create the voice chat channel for the Workflow server:

1. In IC Manager, double-click the Workflow server that processes voice contacts.

2. Select the Channels tab.

3. Select New Channel.

4. In the Channel Editor dialog box, complete the fields as shown in the following table and select OK.

Field Recommended entry Notes Global Do not select this field. Do not select this field to create a channel for a specific

server or media, such as Voice Chat.

By Server

• Do not select this field if you want this channel to handle events from all servers of the type that you select from the Service drop-down list.

• Select this field if you want this channel to handle events from only one specific server that you select from the Service drop-down list.

If you select this field and you need this Workflow server to communicate with more than one server, you must create another channel for that server. Warning: If you check this field and the Telephony server is named "TS", the Workflow server will not be able to communicate with the Telephony server.

Channel Range

No entry necessary. Completed by IC Manager.

Service Select TS or a specific Telephony server from the drop-down list.

Whether you can select a server or a type of server depends up whether or not you checked the By Server field.

Criteria Type: *r<VDN_for_Voice_Chat> For example, type: *r57001

5. Select the channel that you created in the step above.

6. Select New Association.

7. In the Channel Association dialog box, complete the fields as shown in the following table and select OK.

Field Recommended entry Channel Range Completed by IC Manager.

Service Interface Completed by IC Manager.

Event TS.IncomingCall Note: This field is case-sensitive.

Flow <project_name>.<flow_name> For example, type ts.incoming_ivchat

Restart the Workflow server

To restart the Workflow server:

1. In IC Manager, select the Workflow server that handles voice contacts.

2. Right-click the Workflow server and select Stop.

3. After the Alarm Monitor at the bottom of IC Manager displays a message confirming that the Workflow server has stopped:


a. Select the Workflow server.

b. Right-click the Workflow server.

c. Select Start.

Build and load workflows for Voice Chat Voice Chat uses the following sample workflows:

• Incoming Voice Chat workflow in the TS project

• Voice Chat workflow in the ivchat project

• Telephony workflows, see IC 7.1 Installation and Configuration

The Avaya IC seed data does not include a compiled sample Voice Chat or a compiled sample Incoming Voice Chat workflow. You must build and load these workflows.

CAUTION: By default, the Qualify Chat workflow assumes that you will create a WebVoice workgroup that includes agents who are configured to receive contacts from the voice and chat channels. If you do not intend to create this workgroup, you must customize the IVChatWorkgroup and PVChatWorkgroup properties in the Set Route Parameter blocks. The value of these properties must be the name of a valid workgroup. The workgroup must include agents who can handle contacts from the voice and chat channels. If you change these blocks, you must build and load the Qualify Chat workflow.

For more information about voice chat workflows and Workflow Designer, see Avaya Workflow Designer User Guide.

To load the Voice Chat workflows, complete the steps in the following topics:

Build the Incoming Voice Chat workflow

To build the Incoming Voice Chat workflow:

1. In Workflow Designer, select File > Open Project and open the TS project.

You can find the TS project in the following directory:

IC_INSTALL_DIR\IC71\design\IC\Flows\Avaya\TS\TS.prj

2. Double-click incomingivchat.qfd in the Project pane.

3. Select Project > Settings.

4. Select the Database tab and type the following values:

• Interaction Center Data Source name in the IC Data Source field.

• Valid Avaya IC Administrator account in the Login ID field.The default account is Admin.

• Password for the account in the Password field.

5. Select OK.

6. Select Build > Build Flowset.

Workflow Designer verifies and compiles the flows. All error messages, including the block name, script name, and offending line, are displayed in the Output bar.

7. Select File > Exit to exit Workflow Designer.

Build the Voice Chat workflow

To build the voice chat workflow:

1. In Workflow Designer, open the Voice Chat workflow located in the following directory:


IC_INSTALL_DIR\IC71\design\IC\flows\Avaya\ivchat\ivchat.qfd

2. Select Project > Settings.

3. Select the Database tab and type the following values:

• Interaction Center Data Source name in the IC Data Source field.

• Valid Avaya IC Administrator account in the Login ID field.

• Password for the account in the Password field.

4. Select OK.

5. Select Build > Build Flowset.

Workflow Designer verifies and compiles the flows. All error messages, including the block name, script name, and offending line, are displayed in the Output bar.

Configure the Telephony server for Voice Chat You must configure the Telephony server to ensure that the agent is not placed in a Busy state and can receive a voice chat contact.

To configure the Telephony server for Voice Chat:

1. In IC Manager, double-click the Telephony server.

2. Select the TS tab.

3. Right-click in the background and select the check box adjacent to Show Advanced Properties.

4. Select the Dial By Equipment check box. You might need to scroll down to see the Dial By Equipment check box.

5. Select OK.

Run the VMM setup script for Solaris If you host your Avaya IC servers on Solaris, you must run the VMM setup script to start and configure the Voice Media Manager (VMM) for Voice Chat. The VMM setup script configures the VMM to start automatically.

Important: You only must perform this step if you host your Avaya IC servers on Solaris. Do not perform this step if you host your servers on Windows machines.

To run the VMM setup script and start the VMM on Solaris:



3. Press Enter.

To stop the VMM on Solaris:


2. At the command line, type: ./vmm_setup stop

3. Press Enter.

Configure the Voice Chat gateway You must configure one Voice Chat gateway for each CLAN/Prowler card. Repeat the following steps for each gateway.

To configure the Voice Chat gateway:


1. In IC Manager, select the Configuration tab.

2. From the Tables list in left pane, select Voice Chat > IPGateway.

3. Select New.

4. Complete the following fields in the right pane:

Field Recommended entry Description Name Type a unique name for the

gateway. For example, type the node name of the CLan card.

IP Address Type the IP Address of the CLAN card.

Port Type the near end listeningport of the CLAN card.

ACD Name Select the name of the ACD from the drop-down list.

Select the same ACD that you configured for the Telephony server.

Site Select the site from the drop-down list.

For example, select DefaultSite.

RoutePoint Type the VDN that you set up in the switch to receive voice chat calls.

Capacity Type the number of calls which this gateway can handle.

For example, the default capacity is 31. Check your switch documentation for more information.

Active Select this check box if you want voice chat to be able to use the gateway.

Gateways should always be active unless there is a problem with the gateway, or you must perform maintenance on the machine. If there is a problem with a gateway, clear this check box immediately to ensure the gateway cannot be usedfor subsequent calls. Before you bring the machine thathosts the gateway down for maintenance, make the gateway inactive so that it will not be used for subsequent calls. You can bring the machine down as soon as there are no more calls on the gateway.

5. Select OK.

Configure the Voice Media Manager server Avaya IC installs the Voice Media Manager (VMM) server when you install Avaya IC servers on a machine. You can configure and run more than one VMM server in an Avaya IC system.

Avaya IC uses a round robin algorithm to select a VMM server from an available list of VMMs to handle a voice chat.

To configure the VMM Server:


2. From the Tables list in left pane, select Voice Chat > VMM.

3. Select New.



Field Recommended entry Description Name Type the name of themachine

that hosts the VMM server. For example, if host the VMM server on testbox.xyzcorp.com, type"testbox" as the name of that VMM server.

IP Address Type the IP Address of the machine that hosts the VMM server.

Port Accept the default of 8120.

Site Select the site from the drop-down list.

For example, select DefaultSite.

Active Select this check box. A VMM server should always beactive unless there is a problem withthe VMM server, or you must perform maintenance on the machine. If there is a problem with a VMM server, clear this check box immediately to ensure the VMM server cannot be used for subsequent calls. Before you bring the machine thathosts the VMM server down for maintenance, make the VMM server inactive so that it will not be used for subsequent calls. You can bring the machine down as soon as there are no more calls on the VMM server.

5. Select OK.

Configure the Voice Chat workflow table To configure the Voice Chat workflow table:


2. From the Tables list in left pane, select Workflow > VoiceChat.

3. Select New.


Parameter Recommended entry Description Name Type the name of the IV chat workflow. For example, type ivchat.

Timeout (sec) Type the number ofseconds that the workflow should wait before it times out.

This entry represents how many seconds a gateway should have to respond to a MakeCall request.

5. Select OK.

Set the startup options for the VMM server You must set the VMM server to auto start, as described in the following topics:

Set the startup options for the VMM server on Windows

To set startup options for the VMM server on Windows:

1. In the Services control panel, right-click the Avaya Voice Media Manager and select Properties.

2. Select Automatic from the Startup Type drop-down list.

3. Select OK.


Set the startup options for the VMM server on Solaris

You do not need to perform this step if you have already run the VMM setup script, as described in Run the VMM setup script for Solaris.

To configure the VMM server to start automatically on Solaris:



3. Press Enter.

To stop the VMM server on Solaris:


2. At the command line, type: ./vmm_setup stop

3. Press Enter.

Configure Voice Chat To enable the VoIP feature to function properly, you need to configure your IC system. VoIP Chat requires the size of the command frame to be changed to 120 so that the VoIP applet can be placed in the command frame. Before performing the steps given below, you need to carry out all of the installation instructions described in Voice Chat.

Note: VoIP Chat is supported on Windows and Solaris only.

Perform the following steps on the machine where the ICM server is installed (For Windows 2003 Server):

Note: By default, security settings on Windows 2003 Server allow access only to files with certain predefined extensions such as .html, .xml, .jpg, and so on. To allow client applications to download .ini files, you need to configure your system using the IIS Manager as given below.

1. Stop the Tomcat server, the ICM server, and Website, if already running.

2. Delete all the files and subdirectories in the following directory:

.../IC71/tomcat/work/Catalina/localhost/website/org/apache/jsp/public_

Sometime, no files or directories are present in the public_ directory. In such a scenario, proceed to the next step.

3. Start the IIS Admin tool by following the steps given below:

a. Select Start > Control Panel > Administrative Tools > Computer Management.

b. In the Computer Management window, double-click Services and Applications.

c. Double-click Internet Information Services.

d. Double-click Web sites.

e. Right-click Default Web Site and select Properties.

f. Click the HTTP Headers tab.

g. Click the MIME Types button and click New Type.

h. In the MIME Type dialog box,

• Type .ini in the associated extension text box.

• Type Text/Plain in the Content type (MIME) text box.

i. Click OK in the MIME Type dialog box.


j. Click OK.

k. Click Apply and then click OK.

4. Start the Tomcat server, the ICM server, and Website.

5. Launch the Web browser and navigate to the Website Admin Pages.

6. Navigate to the IC Website Multi-tenant Administration page and select Tenant Properties.

7. Click Customize.

8. Select Chat Properties.

9. Modify the following chat properties:

• Change the chat.htmlclient.command.framesize property value from the default size of 55 to 120. This modification is required to fit the VoIP chat applet in the command frame.

• Change the chat.phrases.IccCommon.launchvoip property value to Agent has initiated Voice Chat....

10. Click Update Data to save the changes.

Perform the following steps on the machine where the ICM server is installed (For Windows 2000 Server):

Note: The following steps are applicable only if you have URLScan installed. URLScan is an optional Microsoft tool and is a part of the downloadable tool, IIS Lockdown.

1. Stop the Tomcat server, the ICM server, and Website, if already running.

2. Navigate to the following path:C:\WINNT\system32\inetsrv\urlscan\urlscan.ini

3. In the urlscan.ini file, if access is denied for ".ini" files then comment out the line which denies the ".ini" extension.

4. Save the file.


Collaborative Form Filling Skip this section if you are upgrading from IC 7.1.2, IC 7.1.3, IC 7.1.4 or IC 7.1.5 to IC 7.1.6.

Collaborative Form Filling, also known as the Collaboration feature, is now incorporated in the HTML Chat client. This feature enables the customer and the agent to collaboratively fill forms on Web pages that are pushed by either the customer or the agent.

After the call is escalated by the customer and is accepted by the agent, a signed applet is downloaded and a Verisign Certificate seeking the permission of the customer to access the system resources is displayed.

When the customer accepts the certificate, a new Internet Explorer browser window is displayed if the HTML Chat client is in docked mode. This Internet Explorer browser window is the collaboration window that displays all the pushed pages and serves the purpose of form-filling. If the HTML Chat client is in undocked mode, then the pages are pushed to the same Internet Explorer browser window from where the customer had escalated the chat call.

Collaborative Form Filling is possible for the following HTML elements:

• Text box

• Radio button

• Check box

• Drop-down list

• Text Area


Note: These HTML elements are supported only if they are inside a HTML <form> tag.

Configure Collaborative Form Filling Collaboration can be customized by configuring properties on the IC Website Administration pages. To enable the Collaboration feature to function properly, you need to configure your IC system by performing the following steps.

Perform the following steps on the machine where the ICM server is installed:

1. Stop the Tomcat server, the ICM server, and Website.

2. Delete all the files and subdirectories in the following directory:

.../IC71/tomcat/work/Catalina/localhost/website/org/apache/jsp/public_ Sometimes, no files or directories are present in the public_ directory. In such a scenario, proceed to the next step.


4. Launch the web browser and navigate to the IC Website Administration Pages.

5. Login and navigate to http://<server_name>/website/admin/tenancy/addmd.jsp.

6. Add the following metadata properties:

a. Metadata name = chat.htmlclient.collaboration.dataPollIntervalDefault value = 8Tenant Property (Check this field)

b. Metadata name = chat.htmlclient.collaboration.debugDefault value = falseTenant Property (Check this field)

c. Metadata name = chat.htmlclient.collaboration.defaultUrlDefault value = http://<servername>/icm/welcome.htmlTenant Property (Check this field)

d. Metadata name = chat.htmlclient.collaboration.enabledDefault value = trueTenant Property (Check this field)

7. Click Add Metadata.

Configuring Avaya Full Text Search Engine Skip this section if you are upgrading from IC 7.1.4 or IC 7.1.5 to IC 7.1.6.

Avaya Full Text Search Engine (Avaya FTSE) is the full text search engine for Avaya IC. Avaya FTSE supports the Web Self-Service database, including the FAQs and Suggested Email Responses. For more information, see IC 7.1 Installation and Configuration guide.

Perform the following configuration steps to enable Search with special characters:

1. Stop the website.

2. Go to.../IC71/etc/wru_sql.

3. Edit the ec56.fte file.

4. Remove the semicolon (;) that is after the close parenthesis ')' just before the insert statement.

5. Add the following line before the insert statement:

STOPFILE '../../etc/wru_sql/fs.stp';

6. On Solaris/AIX :

a. Go to the shell and ensure that the present working directory is .../IC71/etc/wru_sql

b. Type the following on the shell../../bin/icenv

c. After this line give a space and type the execsql command mentioned in the fulcrum_setup.sh file for creating the Fulcrum index.


The command would look like:

../../bin/icenv /home/Avaya/IC71/fulcrum/bin/execsql -0 ec56.fte -1 fulcrum.log -2 fulcrum.err

Note: In the above example, the path mentioned before execsql may vary based on your system setup.

7. On Windows:

a. Go to the command prompt and ensure that the present working directory is .../IC71/etc/ wru_sql

b. Run the execsql command mentioned in the dofulcrum section of the fulcrum_setup.cmd file for creating the Fulcrum index.

8. Restart the website.

SDK Server Configuration You need to manually replace the IC SDK Server files installed on the Windows, Solaris, and AIX platforms if IC SDK Server is installed and configured.

Perform the following configuration steps to replace the files:

1. Stop the IC SDK Service, if running, on the applicable platforms using following:

Windows:

a. Start the Windows Services application.

b. Stop the IC SDK Service.

Solaris/AIX:

a. At the command line, type:

./ictomcat.sh stop SDK -force

b. Press Enter.

2. Backup the following files from the specified folder location:

Windows:

...\IC71\sdk\server\icsdk\WEB-INF\lib\avaya-ic-services.jar

...\IC71\sdk\server\icsdk\WEB-INF\lib\avaya-ic-webui.jar

...\IC71\sdk\server\icsdk\WEB-INF\lib\avaya-ic-sdk-common.jar

...\IC71\sdk\server\icsdk\WEB-INF\lib\avaya-ic-sdk-server.jar

...\IC71\sdk\server\icsdk\WEB-INF\lib\avaya-ic-bridges.jar

...\IC71\sdk\server\icsdk\WEB-INF\lib\avaya-common.jar

...\IC71\sdk\server\icsdk\WEB-INF\lib\avayaiccommon.jar

...\IC71\sdk\server\icsdk\WEB-INF\lib\common-base.jar

...\IC71\sdk\server\icsdk\WEB-INF\lib\htmlparser.jar

...\IC71\sdk\design\dotnet\sample\bin\AvayaICSDKClient.xml

AIX and Solaris:

.../IC71/sdk/server/icsdk/WEB-INF/lib/avaya-ic-services.jar

.../IC71/sdk/server/icsdk/WEB-INF/lib/avaya-ic-webui.jar


.../IC71/sdk/server/icsdk/WEB-INF/lib/avaya-ic-sdk-common.jar

.../IC71/sdk/server/icsdk/WEB-INF/lib/avaya-ic-sdk-server.jar

.../IC71/sdk/server/icsdk/WEB-INF/lib/avaya-ic-bridges.jar

.../IC71/sdk/server/icsdk/WEB-INF/lib/avaya-common.jar

.../IC71/sdk/server/icsdk/WEB-INF/lib/avayaiccommon.jar

.../IC71/sdk/server/icsdk/WEB-INF/lib/common-base.jar

.../IC71/sdk/server/icsdk/WEB-INF/lib/htmlparser.jar

Note: The htmlparser.jar and AvayaICSDKClient.xml files may not already exist on your system.

3. Manually copy the following files from the IC 7.1.6 Service Pack to the AVAYA_IC_HOME\ sdk\server\icsdk\WEB-INF\lib folder:

• avaya-ic-services.jar

• avaya-ic-webui.jar

• avaya-ic-sdk-common.jar

• avaya-ic-sdk-server.jar

• avaya-ic-bridges.jar

• avaya-common.jar

• avayaiccommon.jar

• common-base.jar

• htmlparser.jar

4. Manually copy the AvayaICSDKClient.xml file from the IC 7.1.6 Service Pack to the ...\IC71\ sdk\design\dotnet\sample\bin folder.

5. Backup the following folders from the specified folder location:

• The Controller and UI folders from sdk\design\dotnet\sample\src\Com.Avaya.Ic.Sdk.Sampleclient.

• The MSDN folder from sdk\design\dotnet\doc.

• The Doc folder from sdk\design\java\doc.

• The src folder folder from sdk\design\java\sample.

6. Manually copy the following from the IC 7.1.6 Service Pack to the specified folder location:

• The Controller and UI folders to sdk\design\dotnet\sample\src\Com.Avaya.Ic.Sdk.Sampleclient.

• The contents of the sdk\doc\MSDN folder to sdk\design\dotnet\doc.

• The contents of the Doc folder to sdk\design\java\doc.

• The src folder to sdk\design\java\sample.

7. Ensure that the newly copied files have the same read/execute permissions as the backed-up files.

8. Start IC SDK Service on the applicable platforms:

Windows:



b. Start Avaya SDK Services

Solaris/AIX:


./ictomcat.sh start SDK

b. Press Enter.

Configure SDK Server for simultaneous login of more agents Skip this section if you are upgrading from IC 7.1.4 or IC 7.1.5 to IC 7.1.6.

To enable more than 100 agents to simultaneously login to the SDK Server on AIX and Solaris platforms:

1. Stop the SDK Server, if already running.

2. Edit .../IC71/config/template/ictomcat.sh.template file and search for startSDK.

3. Within that function look for the else condition.

4. Append -Xms256m -Xmx756m after $TOMCAT_OPTS variable.

5. After appending, the command resembles the following:

<snip>

${AVAYA_IC71_HOME}/Java/bin/java $TOMCAT_OPTS -Xms256m -Xmx768m -Djava.endorsed.dirs=${TOMCAT_HOME}/common/endorsed -Dcatalina.base=${TOMCAT_HOME} -Dcatalina.home=${TOMCAT_HOME} -

Djava.io.tmpdir=${TOMCAT_TMPDIR} -Davaya.ic.webclient.url=${AVAYA_IC_WEBCLIENT_URL} -Davaya.ic.vesp.javaappbridge.name=${AVAYA_IC_VESP_JAVAAPPBRIDGE_NAME}

Dlog4j.configuration=${LOG4J_CONFIGURATION} -Dlog4j.debug=${LOG4J_DEBUG} -Davaya.ic.home=${AVAYA_IC71_HOME}-Djava.security.auth.login.config=${JAVA_SECURITY_AUTH_LOGIN_CONFIG} $MAIN -config

${TOMCAT_HOME}/conf/server.icsdk.xml start >${AVAYA_IC71_HOME}/

logs/tomcat_icsdk.log 2>&1 &

</snip>

6. Perform the same steps for.../IC71/lib/ictomcat.sh file, by appending -Xms256m -Xmx756m after $TOMCAT_OPTS variable.

7. Start the IC SDK Server and login an agent.

Solaris 10 Support for SDK You need to change the file descriptor configuration on Solaris 10 with JDK 1.4.2_12 installed. Perform the following steps to change the file descriptor configuration:

1. Stop the IC SDK Server, if already running.

2. Edit.../IC71/bin/config/template/icenv.template file and search for setUlimit -‘n‘.

3. Change the line from setUlimit ‘-n‘ 1024 to setUlimit ‘-n‘ 8193.

4. Perform the above step for.../IC71/bin/icenv file also.


5. Start the IC SDK Server.

Configuring Web Services Perform the following steps, if IC Webservice is installed and configured:

1. Stop the IC Webservice, if running on:

Windows:

c. Start the Windows Services application.

d. Stop the Avaya IC 7.1 Web Services.

Solaris/AIX:


./ictomcat.sh stop webservices -force

b. Press Enter.

2. Backup the following file from the specified folder location:

Windows:

...\IC71\sdk\webservices\webservices\WEB-INF\lib\avaya-ic-webserviceslib.jar

AIX/Solaris:

.../IC71/sdk/webservices/webservices/WEB-INF/lib/avaya-ic-webserviceslib.jar

3. Replace the file you just backed up with the file of the same name from this service pack.

4. Ensure that the newly copied file has the same read/execute permissions as the backed-up file.

5. Start IC Webservice on:

Windows:


b. Start Avaya IC 7.1 Web Services.

Solaris/AIX:


./ictomcat.sh start webservices

b. Press Enter.

Design and Administration Configuration This section describes configuration requirements of the Database Designer, which is supported on the Windows platform.

Perform the following steps to configure the Database Designer:

• Push Scripts in database

• Database Designer configuration

Push Scripts in database Note: Skip this section if you are upgrading from IC 7.1.5 to IC 7.1.6


Before pushing the scripts in database, the Patch installer installs the StatusDialog_Update.qsc file into the \Design\QConsole folder. If you have customized this script for your environment, you need to perform the following steps. Alternatively, skip the following steps and refer to the Database Designer configuration section.

1. In the ...\IC71\Design\QConsole folder, rename the StatusDialog_Update.qsc file to StatusDialog_Update_patched. Ensure that the newly renamed file has no file extension.

2. Copy the original script file from the ...\ICServicePacks\7.1.6\DesignAdmin\Backup\design\ QConsole folder to the ...\IC71\Design\QConsole folder.

3. Check the differences between the StatusDialog_Update.qsc file and StatusDialog_Update_patched, which are available at ...\IC71\Design\QConsole folder.

4. Replicate the changes from the StatusDialog_Update_patched file to the StatusDialog_Update.qsc file.

5. After performing the above steps, refer to the Database Designer configuration section for reconfiguring the IC Repository database.

Database Designer configuration Note: Skip this section if you are upgrading from IC 7.1.5 to IC 7.1.6

You need to reconfigure the IC Repository database.Perform the following steps to reconfigure IC Repository database:

1. Open Repository.adl in the Database Designer.

2. Select File > Database Administration.

3. Click Reconfigure.

4. Select Recreate Stored Procedure.

5. In the Name and Password fields, enter an IC user name and password of a user profile with Admin privileges.

6. Select Run.

The Database Designer reconfigures the database.

7. Select Close.

CCQ Database reconfiguration Perform the following steps to reconfigure the CCQ database:

1. Merge any previous customization changes in the following script files.

• WACEngine_Initialize.qsc

Note: Skip the below files if you are upgrading from IC 7.1.5 to IC 7.1.6

• Softphone_Initialize.qsc

• Softphone_Login.qsc

• Softphone_Logout.qsc

• StatusDialog_ButtonClicked.qsc

• StatusDialog_Update.qsc

• BlenderClient_AgentStateEvent.qsc

• CoreServices_BeforeLogout.qsc

• Email_BeforeLogout.qsc


• QConsole_SuspendOtherContacts.qsc

• Softphone_BeforeLogout.qsc

• Web_BeforeLogout.qsc

2. Open ccq.adl in the Database Designer.

3. Select File > Database Administration.

4. Click Reconfigure.

5. Select Recreate Stored Procedure.

6. In the Name and Password fields, enter an IC user name and password of a user profile having Admin privileges.

7. Select Run. The Database Designer reconfigures the database.

8. You need to load the script files listed in step 1 above. To load each script:

a. In the ccq-Database Designer window, click the Edit IC Scripts icon on the toolbar.

b. In the IC Script Editor window, select the appropriate script name from the Scripts list.

c. Click Upload.

d. In the Database Login Dialog box, select the DB Connection Set from the drop-down list and enter Login and Password.

e. Click OK. You will get the message "IC Script uploaded to the database." on success.

f. You must upload all the scripts listed in step 1 above. Follow the steps a to e for uploading the scripts one by one.

9. Select Close.

Importing the sc.xml file You must import the sc.xml file to fix configuration related issues in IC Manager. The sc.xml file is located in the folder where you unzipped the contents of IC716WinAdmin.zip file.

To import the sc.xml file:

1. Rename the existing file <AVAYA_IC71_HOME>\etc\sc.xml to <AVAYA_IC71_HOME>\etc\ sc.xml.bak

2. Copy the new sc.xml file to <AVAYA_IC71_HOME>\etc.

Note: In case, if you have performed any customization in the existing "sc.xml" file, merge that changes from "sc.xml.bak" to the new "sc.xml" file you copied in step 2 above.

3. Log on to IC Manager as Admin.

4. From the IC Manager, select Manager > Options > Environment tab.

5. Click the Import Configuration button.

6. From the Open dialog box, select the sc.xml file that you copied in step 2 above, and click the Open button.

7. If the file is successfully validated, Validate sc.xml dialog box displays a Successfully Validated message. If the validation is unsuccessful you will get a xml parsing error.

Note: If you have merged any previous customization changes in the new sc.xml file, check the xml syntax for well-formedness and import the sc.xml file again.


E-mail alias configuration Skip this section if you are upgrading from IC 7.1.4 or IC 7.1.5 to IC 7.1.6.

You need to configure your email account in the IC Manager, if you want to use an alias for that email account. For example, if test is an email account on exchange server (mydomain.com) and support is the alias for the test. Configure an email account in the IC Manager using the following procedure:

1. In the IC Manager, go to Services > Email Accounts.

2. In the Email Accounts dialog box, click New.

3. In the General tab enter the following details:

a. Name: test

b. Domain: mydomain.com

c. Tenant: Select the appropriate tenant from the drop-down list.

d. Return Address: [email protected] The return address is generated on the basis of name and domain.

4. In the Server tab enter the following details:

a. Outgoing Email (SMTP): Fully qualified domain name or ip address

b. Incoming Email (POP3): mydomain.com

c. Logon account: support

d. Password:*******

e. Confirm:*******

5. Click OK.

Note: The POP3 field should contain the domain name of the exchange server and should not include the HOST name or IP address of exchange server. This prevents the agent to get an email address as [email protected] in the CC field.

Avaya Agent Configuration

Configure Default Fonts Note: Skip this section if you are upgrading from IC 7.1.5 to IC 7.1.6

You can configure the Avaya Agent to set the default fonts in WebAgent while replying / composing emails.

To configure default fonts:

1. Log off Avaya Agent.

2. You need to make configuration settings by creating the Application.properties file in the HomeDir directory specified in IC Manager.

Note: You can find out the home directory for your Avaya Agent component in the Agent/Desktop/WAC parameter of the default tenant properties in IC Manager.


Important: The home directory value in your system may not be the same as depicted in the above figure.

3. Create the Application.properties file in the home directory, if it does not already exist.

4. Replace/add the following key in Application.properties located at the home directory:

email.edit.defaultNewFont=<Font family must be available in system font>

email.edit.defaultNewFontSize=<Numeric values must be between 1-7>

email.edit.defaultReplyFont=<Font family must be available in system font>

email.edit.defaultReplyFontSize=<Numeric values must be between 1-7>

email.HtmlNewMessage.r=<Numeric values must be between 0-255>

email.HtmlNewMessage.g=<Numeric values must be between 0-255>

email.HtmlNewMessage.b=<Numeric values must be between 0-255>

email.HtmlReplyMessage.r=<Numeric values must be between 0-255>

email.HtmlReplyMessage.g=<Numeric values must be between 0-255>

email.HtmlReplyMessage.b=<Numeric values must be between 0-255>

5. Log on to Avaya Agent.

Creating attachments of large size email messages Note: Skip this section if you are upgrading from IC 7.1.5 to IC 7.1.6

You need to configure the Avaya Agent to create attachments of large size email messages. With this configuration, the Avaya Agent will put a large size email message as an attachment with file name as message.txt (for plain text message) and message.html (for html text message).

To configure avaya agent to create attachments of large size email messages:








email.largeemail.putasattachment=true email.largeemail.size=<In KB's>


Configure Auto Flush Skip this section if you are upgrading from IC 7.1.3 or IC 7.1.4 or IC 7.1.5 to IC 7.1.6.You need to configure auto flush for Avaya Agent.To configure auto flush:








application.trace.flush=true


Note: Auto flush will be false by default.

Configure Number of Attachments Skip this section if you are upgrading from IC 7.1.4 or IC 7.1.5 to IC 7.1.6.

You need to configure the number of attachments to be displayed without scrollbar in the WebAgent.

Note: The default number of attachments is set to 20.To configure number of attachments:







email.attachment.length=<number of attachments>


Configure Attachment Location Skip this section if you are upgrading from IC 7.1.4 or IC 7.1.5 to IC 7.1.6.

You need to configure the Avaya Agent to change the default location for saving attachments in the Web Agent Client.To configure the attachment location:








default.attachment.location=\\\\<Location_to_store_attachments>

Note: If this location is accessible, then a new directory with the agent‘s name is created, if it does not already exists. Attachments are stored at this location for that particular agent.If this location is not accessible, then the attachments are stored in the following location:...\IC71\WebAgent\attachments\Or...\<Shared_Root_Directory>\attachments\


Configure Default Sorting Skip this section if you are upgrading from IC 7.1.4 or IC 7.1.5 to IC 7.1.6.

You need to configure the Avaya Agent to set the default sorting column for Customer History and Tracking History To configure the default sorting column:








• To set the default sorting column for Customer History:

history.customer.column.sort=<column_no>

• To set the default sorting column for Tracking History:

history.tracking.column.sort=<column_no>


Configure UTF-8 Encoding Skip this section if you are upgrading from IC 7.1.4 or IC 7.1.5 to IC 7.1.6.

You need to configure the Avaya Agent to detect incompatible character set encodings and use UTF-8 character set for outbound email.To configure UTF-8 Encoding:








email.charsetdetection.coverttoutf8=true


Configure E-mail templates Skip this section if you are upgrading from IC 7.1.4 or IC 7.1.5 to IC 7.1.6.

You need to configure the Avaya Agent to populate the subject line and attachments from E-mail templates:To configure E-mail templates:








email.template.preview.level=3

email.template.use.level=3

emailresource.usage.subject.behavior=3


Configure Avaya Agent for longer Pool Name Skip this section if you are upgrading from IC 7.1.4 or IC 7.1.5 to IC 7.1.6.

IC 7.1.6 Service Pack enables you to use a longer pool name for outgoing email.If the default pool is already configured before applying the 7.1.6 Service pack, you need to reconfigure it, if the pool name length is greater than 30.To reconfigure the default pool name:

1. Login Agent.

2. Select Tools > Preferences > Email tab.

3. If the Use default pool for new outbound email check box is selected, it indicates that the default pool name was configured before applying the IC 7.1.6 Service Pack.

4. If the pool name in the Default pool for new outbound email drop-down list is not selected, it indicates that the pool name needs to be reconfigured. Select the appropriate pool name from the drop-down list.

5. Click OK.

Avaya Agent Web Client Configuration This section describes configuration requirements for the IC 7.1.6 Avaya Agent Web Client, which is supported on Windows, Solaris, and AIX platforms.

Perform the following configuration on Windows, Solaris, and AIX web agent machines:

• Redeploy the application EAR file

• Start Avaya Agent Web Client

Redeploy the application EAR file This section describes how to redeploy the application EAR file without uninstalling all of the Avaya Agent Web Client components. Perform the procedures described in this section after you install the IC 7.1.6 Avaya Agent Web Client.

Note: Rebuilding the Agent client application may take some time which gives the appearance that the application has hung. Give the application sufficient time to rebuild.


• Uninstall the application EAR file

• Delete the EAR application files

• Delete the Web applications from IBM ASTK

• Add TCDelay property for Avaya Agent Web Client

• Reassemble the application EAR file

• Deploy the application EAR file


Uninstall the application EAR file Perform these steps on all the Windows, Solaris and AIX machines where WAS is installed. To uninstall the application EAR file:

1. In the IBM WAS Administrative Console, select Applications > Enterprise Applications.

2. In the table, select the check box next to the Avaya Agent Web Client application.

3. Click Stop.

4. After the application has stopped, re-select the check box next to the Avaya Agent Web Client application.

5. Click Uninstall.

6. In the Uninstall Application window, click OK to uninstall the application.

7. When the uninstallation is completed, click Save in the upper left corner.

8. In the Save to the Master Configuration pane, click Save.

Note: If the redeployed application EAR file includes changes that are impacted by agent preferences, you might need to clean up the agent preferences. For more information, see Avaya Agent Web Client Customization.

Delete the EAR application files To delete the Enterprise application files:

1. Delete the following folder:

WAS_INSTALL_DIR\AppServer\temp\WAS_MACHINE\WAS_APP_SERVER\AAWC_Application

where:

• WAS_INSTALL_DIR is the location where you installed IBM WAS

• WAS_MACHINE is the name of the machine that hosts IBM WAS

• WAS_APP_SERVER is the IBM WAS application server where you deployed the Avaya Agent Web Client application.

For example, if you installed IBM WAS in the default directory on a machine named testbox and hosted the Avaya Agent Web Client application on an application server named AAWC_APP_SERVER, you would delete the following folder:

C:\Program Files\WebSphere\AppServer\temp\testbox\AAWC_APP_SERVER\AvayaAgentWebClient

Delete the Web applications from IBM ASTK To delete the Web applications from IBM ASTK:

1. In the Resource window of IBM ASTK, select the following projects:

• application

• web

2. Right-click on the projects and select Delete.

3. In the Confirm Multiple Project Delete dialog box:

a. Verify that Do not delete contents is selected.

b. Select Yes.


Add TCDelay property for Avaya Agent Web Client Skip this section if you are upgrading from IC 7.1.3 or IC 7.1.4 or IC 7.1.5 to IC 7.1.6.

Perform the following instructions to add and configure the TCDelay property for Avaya Agent Web Client using IC Manager:


2. In IC Manager, create a new property TCDelay in the property section Agent/Desktop/ WebClient.

The TCDelay property specifies the time for TransferCancel delay in milliseconds to overcome the race condition between events from the switch and events processed by Avaya Agent Web Client. Please refer to IC Manager Help for creating new properties.

Note: TCDelay will default to zero if its value is not specified in IC Manager. The recommended value of TCDelay is 1500 milliseconds (that is, 1.5 sec).

3. If Avaya Agent Web Client disconnects the call during consult/conference even after providing appropriate delay, then increment the TCDelay value in a step of 200 milliseconds and re-login the agent, this may be repeated until the appropriate delay time is reached where Avaya Agent Web Client does not disconnect the call.

Reassemble the application EAR file Reassembling the application EAR file can only be done on Windows. For Solaris or AIX, the EAR file is created on Windows and then copied to the Solaris or AIX server that is running the Avaya Agent Web Client.

To import these applications, perform the following steps.

To import web:

1. In IBM ASTK, right-click on an empty area in the Navigator pane and click Import.

2. In the Import dialog box, select Existing Project into Workspace and click Next.

3. In the Import Project from File System dialog box, browse to the ...\IC71\WebClient\web directory.

4. Click OK.

5. Click Finish.

To import application:

1. In IBM ASTK, right-click on an empty area in the Navigator pane and click Import.

2. In the Import dialog box, select Existing Project into Workspace and click Next.

3. In the Import Project from File System dialog box, browse to the ...\IC71\WebClient\ application directory.

4. Click OK.

5. Click Finish.

To reassemble the application EAR file:

1. In the Navigator pane of IBM ASTK, select the application project.

2. Right-click on application and click Export.

3. In the Export window:

a. Select EAR file.

b. Click Next.


4. In the EAR Export dialog box, complete the fields in the following table:

Field Recommended Entry Enterprise Application project name

Enter application.

Destination Enter the EAR file for Avaya Agent Web Client Click Browse to navigate to: IC_INSTALL_DIR\IC71\WebClient\ AvayaAgentWebClient.ear Where IC_INSTALL_DIR\IC71 is the directory on the Windows machine that hosts IBM WAS where you installed the Avaya Agent Web Client.

Export source files Clear this check box.

Overwrite existing files without warning

Clear this check box.

5. Click Finish.

Deploy the application EAR file When you deploy the Avaya Agent Web Client application, Avaya highly recommends that you pre-compile the JSP files used by Avaya Agent Web Client. If you pre-compile the JSP files used by Avaya Agent Web Client, the IBM WAS server does not need to access and compile the JSPs when the Avaya Agent Web Client application is run for the first time after deployment.

If you do not pre-compile the JSP files, some Avaya Agent Web Client components can take significantly longer to open for the first agent to log in than for all subsequent agents. For more information on JSP pre-compilation, see the IBM WAS documentation.

Note: Perform these steps on all the Windows, Solaris and AIX machines where WAS is installed.

To deploy the application EAR file:

1. In the left pane of the IBM WAS Administrative Console, select Applications > Install New Application.

2. In the first Preparing for the application installation page:

a. Click Browse and navigate to the location of the AvayaAgentWebClient.ear file.

b. Click Next.

3. In the second Preparing for the application installation page:

a. Accept the default values.

b. Click Next.

4. In the third Preparing for the application installation page, click Continue.

5. In the Install new application page:

a. Select and check the Pre-compile JSP field.

b. In the Application name field, enter a name for the application.For example, enter AvayaAgentWebClient.

c. Accept the default values for all the other fields.

d. Click Next.

6. In the Map virtual hosts for web modules page:

a. Accept the default values for all the fields.

b. Click Next.


7. In the Map modules to servers page:

a. In the Clusters and Servers box, select the name of the IBM WAS server that hosts Avaya Agent Web Client.

b. In the Module table, select the check boxes for all of the modules.

c. Click Apply above the Module table.

d. Verify that the IBM WAS server name in the Server column of the Module table matches the IBM WAS server that hosts Avaya Agent Web Client. If the IBM WAS server names do not match, repeat Step 7.

e. Click Next.

8. Click Finish on the Summary page. The IBM WAS Administrative Console installs the application.

a. Save the changes to the IBM WAS Master Configuration:

b. Select Save to the Master Configuration.

c. On the next page, click Save.

9. Restart the IBM WAS application server for Avaya Agent Web Client.

Start Avaya Agent Web Client After deploying the application EAR file, you must start the Avaya Agent Web Client.

Windows

When installed out-of-the-box, IBM Web Application Server (WAS) also provides a menu shortcut to start the default application server. You can create a shortcut on the Windows desktop for IBM WAS to start the Avaya Agent Web Client.

To start IBM WAS for Avaya Agent Web Client:

1. From the Windows Program menu, right-click on the IBM WebSphere menu item and copy the following shortcut to the desktop:

• Start the server

2. For the Start the server shortcut on the Windows desktop:

a. Right-click the Start the server shortcut and select Properties.

b. If necessary, replace the information in the Target field with the correct profile and server information for Avaya Agent Web Client.

c. Select OK.

3. Double-click the Start the server shortcut to start IBM WAS.

Solaris and AIX

Avaya Agent Web Client includes an aawc.sh script that sets the library path variable for loading native libraries. You can use the aawc.sh script to start Avaya Agent Web Client.

Important: Do not use the IBM WAS Administrative Console, or the startServer.sh script provided with IBM WAS to start the IBM WAS application server that hosts the Avaya Agent Web Client.

To start IBM WAS for Avaya Agent Web Client:

1. At the command line, navigate to /WAS_INSTALL_ROOT/AppServer/profiles/default/bin where WAS_INSTALL_ROOT is the directory path where you installed IBM WAS and default is the profile name.

2. Type the following command: sh aawc.sh start WAS_SERVER


Where WAS_SERVER is the name of IBM WAS application server that hosts Avaya Agent Web Client.

3. Press Enter.

Configure the browser properties for Avaya Agent Web Client Skip this section if you are upgrading from IC 7.1.3 or IC 7.1.4 or IC 7.1.5 to IC 7.1.6.

All pops-up from Avaya Agent Web Client hang up in Internet Explorer 7.0. To alleviate this issue, perform the following steps. Before performing the configuration settings, ensure that the Always open pop-ups in a new window check box in Internet Explorer 7.0 is selected. This is the default setting.

To verify this setting:

1. Select Start > Control Panel > Internet Options.

2. In the Internet Options dialog box, click the General tab.

3. In the Tabs section, click Settings.

4. Ensure that the Always open pop-ups in a new window option is selected.

Perform the following steps on each agent machine that is used for Avaya Agent Web Client login:

5. Log off Avaya Agent Web Client and close all Agent browsers.

6. If Avaya WindowManager Control is already installed for Avaya Agent Web Client‘s browser, update it using following steps:

• Internet Explorer 6:

c. Select Start > Control Panel > Internet Options.

d. Click the General tab.

e. In the Temporary Internet Files section, click Settings > View Objects.

f. Right-click Avaya WindowManager Control and select Remove.

• Internet Explorer 7:

a. Select Start > Control Panel > Internet Options.

b. Click the General tab.

c. In the Browsing History section, click Settings > View Objects.

d. Right-click Avaya WindowManager Control and select Remove.

7. Open the browser and log on to Avaya Agent Web Client.

8. Select Install when prompted for installing avayaicagent.cab.

E-mail Address validation in Avaya Agent Web Client The IC 7.1.6 service pack follows most of the rules defined by RFC5322 for email address validation.

The characters ";" & "," are used as separators for email addresses, from email address list in AAWC, therefore they are treated as invalid if occured in an email address.

Following are few examples of valid and invalid email addresses:

Valid Email Address:

• !#$%&'*+-/=?^_`{|}[email protected]


Note: All these characters ! # $ % & ' * + - / = ? ^ _ ` { | } ~ are valid in the local-part as per RFC5322.

• "failed case"@test.gov

• "Fred\"quota\"Bloggs"@example.com

Note: Escaping is required if double quotes are required to be used in the local-part.

● Jane Brown <[email protected]>

InValid Email Address:

• a;[email protected]

• failed [email protected]

Note: Not a valid character as per RFC5322 in local-part and hence needs to be part of quoted string.

• "Fred"quota"Bloggs"@example.com

Note: Double quotes are not allowed without escaping in quoted string.

• "abcJohn Doe <>abc"<[email protected]>

Note: ">" or "<" are invalid characters in display name.

• abcJohn Doe <>abc<[email protected]>

• "Jane;Brown" <[email protected]>

Note: ";" character in display name is used as a separator and will be treated as multiple email addresses, which is invalid.

IC - Siebel integration configuration The IC - Siebel integration configuration section describes the configuration requirements for the IC - Siebel integration components. This section contains the following configurations:

• Importing Siebel files

• Allowing agents to remain logged into the hardphone on Siebel exit

• Allowing agents to login back through Siebel browser if they are already logged-into the hard phone

• Configure the IC - Siebel integration Selective After Call Work feature

• Configure Siebel Browser to view Status text messages

• Configure Siebel Browser to enable Virtual Free Seating

• Configure Siebel Browser to enable sound on incoming work item

• Configure the IC - Siebel integration Workflows for Japanese Language

• Configure ASIS server

• Default parameters for env.properties file

Importing Siebel files You need to import the following Siebel files as part of the IC 7.1.6 service pack installation.

Prerequisites for processing and importing the SIF file


Perform the following steps before you proceed to Importing the AfterCallWork.sif file.

1. You must stop the Siebel server to write to the SRF.

If your operating system is: Then stop Siebel services by doing the following steps: Windows Use the Windows services control panel to:

• Select Siebel Server.

• Select Action > Stop.

Consult the Siebel administration guide for more information.

Solaris or AIX Consult the Siebel administration guide for instructions.

2. Copy the SRF file found on your Siebel server (<SiebelHomeDir>\siebsrvr\objects\enu\siebel.srf) to a location accessible to Siebel Tools.

For example, the path can be C:\siebel.srf

For additional information related to Siebel integration, see the Avaya IC for Siebel 7 and 8 Integration Guide.

Import the AfterCallWork.sif file for Siebel 7.5.3 Perform the following steps on Siebel Server machine to import the AfterCallWork.sif file:

1. From the installation CD, copy the SiebelSide716win.zip file to the machine running Siebel Tools.

2. After copying the SiebelSide716win.zip file, unzip it to create the SiebelSide716win directory.

3. Stop Siebel Services.

4. Start Siebel Tools.

5. From the Siebel Tools - Siebel Repository window, select Project from the ObjectExplorer located in the top-left pane.

6. Perform the instructions described below for locking the projects.

a. From the Siebel Tools - Siebel Repository - Project List window, select Query > New Query.

b. Type <project> in the Name field and then select Query > Execute Query.

where <project> is:

• Bitmap

• Command

• Communication Administration

• Toolbar

c. After executing the query, lock the project by clicking in the corresponding field in the Locked column.

Note: You must perform the above mentioned steps (Step a – Step c) for all of the projects described above.

7. From the Siebel Tools - Siebel Repository - Project List window, select Tools > Import from Archive.

8. If you get the “This operation should only be performed while connected to your local database. Would you like to continue anyway?” message, click Yes.

9. Browse to the AfterCallWork.sif file from the SiebelSide716win\sieb753 directory, which was extracted from the SiebelSide716win.zip file.

10. Make sure that Merge the object definition from the archive file with the definition in the repository is selected.


11. Click Next.

The Review Conflicts and Actions window is displayed. This window displays the Siebel integration objects found in the SIF file that you import.

12. Click Next. The following message is displayed:

The operation is going to modify your repository as follows:

XXXX objects will be inserted

X objects will be deleted

X attributes will be updated

13. Select Yes to enable Siebel to import the integration object into the database.

14. From the Siebel Tools - Siebel Repository - Project List window, select Tools > Compile Projects.

15. Browse to the SRF file located at the location specified in Importing Siebel files.

16. Select Locked projects. You need to verify whether the Avaya IC project is locked.

17. Click Compile.

18. Copy the compiled siebel.srf file back to the following location:

<SiebelHomeDir>\siebsrvr\objects\enu

19. After compilation is complete copy the icon_acw_disabled.gif file from the SiebelSide716win directory to the \SWEApp\Public\ENU\Images folder for the Siebel thin client.

20. After compilation is complete copy the icon_acw_enabled.gif file from the SiebelSide716win directory to the \SWEApp\Public\ENU\Images folder for the Siebel thin client.

21. Start Siebel services.

Import the AfterCallWork.sif file for Siebel 7.8 Skip this section if you are upgrading from IC 7.1.4 or IC 7.1.5 to IC 7.1.6.

Perform the following steps on Siebel Server machine to import the AfterCallWork.sif file:

1. From the installation CD, copy the SiebelSide716win.zip file to the machine running Siebel Tools.

2. After copying the SiebelSide716win.zip file, unzip it to create the SiebelSide716win directory.

3. Stop Siebel Services.

4. Start Siebel Tools.

5. From the Siebel Tools - Siebel Repository window, select Project from the ObjectExplorer located in the top-left pane.

6. Perform the instructions described below for locking the projects.

a. From the Siebel Tools - Siebel Repository - Project List window, select Query > New Query.

b. Type <project> in the Name field and then select Query > Execute Query.

where <project> is:

• Bitmap

• Command

• Communication Administration


• Toolbar

c. After executing the query, lock the project by clicking in the corresponding field in the Locked column.

Note: You must perform the above mentioned steps (Step a – Step c) for all of the projects described above.

7. From the Siebel Tools - Siebel Repository - Project List window, select Tools > Import from Archive.

8. If you get the “This operation should only be performed while connected to your local database. Would you like to continue anyway?” message, click Yes.

9. Browse to the AfterCallWork.sif file from the SiebelSide716win\sieb78 directory, which was extracted from the SiebelSide716win.zip file.

10. Make sure that Merge the object definition from the archive file with the definition in the repository is selected.

11. Click Next.

The Review Conflicts and Actions window is displayed. This window displays the Siebel integration objects found in the SIF file that you import.

12. Click Next. The following message is displayed:

The operation is going to modify your repository as follows:

XXXX objects will be inserted

X objects will be deleted

X attributes will be updated

13. Select Yes to enable Siebel to import the integration object into the database.

14. From the Siebel Tools - Siebel Repository - Project List window, select Tools > Compile Projects.

15. Browse to the SRF file located at the location specified in Importing Siebel files.

16. Select Locked projects. You need to verify whether the Avaya IC project is locked.

17. Click Compile.

18. Copy the compiled siebel.srf file back to the following location:

<SiebelHomeDir>\siebsrvr\objects\enu

19. After compilation is complete copy the icon_acw_disabled.gif file from the SiebelSide716win directory to the \SWEApp\Public\ENU\Images folder for the Siebel thin client.

20. After compilation is complete copy the icon_acw_enabled.gif file from the SiebelSide716win directory to the \SWEApp\Public\ENU\Images folder for the Siebel thin client.

21. Start Siebel services.

Import the AICD.def file You need to import the AICD.def file as part of the IC 7.1.6 service pack installation.

To import the AICD.def file:

1. Login to Siebel Thin Client call center application from the web browser as Siebel Administrator.

2. Navigate to the AICD profile for Siebel 7.8, select Site Map > Administration - Communications > All configurations.

3. Select the existing configuration for AICD.


4. Click Import Configuration, located on the right side of the window under the Configurations tab.

Result:- A new browser window opens with following text message:

Caution: Importing communications configuration parameters, commands, events, or drivers and profiles will overwrite all existing definitions of those types in the selected configuration. Click Next to proceed.

5. Click Next.

6. Select the Commands check box.

7. Browse to the AICD.def file.

8. Click OK.

Allowing agents to remain logged into the hardphone on Siebel exit The IC 7.1.6 Service Pack in a non-advocate environment allows agents to remain logged into the hardphone, on exiting the Siebel browser or on Siebel browser crash. To enable this feature you need to configure the Telephony Server and the Siebel Server.

Note: This feature is intended only for ACD/CM based routing.

To configure Siebel Server for allowing agents to remain logged-into the hardphone on Siebel exit:

1. Open the Siebel Browser.

2. Select Site Map > Administration - Communications > Communications Drivers and Profiles > Driver Parameters.

3. In the Driver Parameters tab, click New to add the following parameter. Add Driver:TSLogout as Name. Set the default value to False.

To configure Telephony Server for allowing agents to remain logged-into the hardphone on Siebel exit:






6. Click New.

7. In the CTI Type Editor dialog box, type “logout_on_deassign” the Name field and FALSE in the Value field.


9. Click OK.



Note: It is recommended to perform the procedure Allowing agents to login back through Siebel browser if they are already logged-into the hard phone if you are allowing agents to remain logged into the hardphone on Siebel exit.


Allowing agents to login back through Siebel browser if they are already logged-into the hard phone The IC 7.1.6 Service Pack allows agents to login back through the Siebel browser if they are already logged-into the hard phone and have the Siebel toolbar in synch with the hard phone. To enable this you need to configure the Telephony Server.

To configure Telephony Server for allowing agents to login back through Siebel browser if they are already logged-into the hard phone:






6. Click New.

7. In the CTI Type Editor dialog box, type “logout_on_deassign” the Name field and FALSE in the Value field.


9. Click New.

10. In the CTI Type Editor dialog box, type “force_logout_for_login” the Name field and TRUE in the Value field.


12. Click OK.



Note: You will not be able to login to Siebel while a call is already going on the hard phone.

Configure the IC - Siebel integration Selective After Call Work feature Skip this section if you are upgrading from IC 7.1.4 or IC 7.1.5 to IC 7.1.6.

The IC - Siebel integration provides Selective After Call Work (ACW) functionality for Agents. The Selective ACW feature can be divided into two parts:

• Selective ACW when Agent is Not in a Call (Voice contact)

• Selective ACW when Agent is in a Call (Voice contact)

The following IC properties play a role in the implementation of the Selective ACW feature. These properties are set from IC Manager.

a. Agent/Desktop/IntegratedApplication = Siebel

b. Agent/Desktop/WrapUpEnabled = Yes

c. Agent/Desktop/Voice/AutoIn = Yes

d. Agent/Desktop/WrapUpType = Siebel

Behavior of the ACW feature varies according to the following properties.

a. Agent/Desktop/WrapUp/EnterWhen = Always/Selective

b. Agent/Desktop/WrapUp/SelectiveDefault = Requested/Not Requested


• Selective ACW when Agent is Not in a Call (Voice contact) This feature allows Agent to set the phone state to After Call Work state from the existing

Aux/Available state. As a result of this, the Agent can work without being presented with any voice contact. In this case the Selective ACW functionality does not depend on the following IC manager

properties:-Agent/Desktop/WrapUp/EnterWhen-Agent/Desktop/WrapUp/SelectiveDefault

The ACW button is always enabled.

• Selective ACW when Agent is in a Call (Voice contact)

This feature allows the Agent to selectively enter the ACW state, depending upon the Agent‘s choice.

The agent can enter the ACW state, depending upon the combination of the following property set:

1. When,

Agent/Desktop/WrapUp/EnterWhen = Selective

Agent/Desktop/WrapUp/SelectiveDefault = Requested

The ACW button is in enabled, pressed state.

2. When,

Agent/Desktop/WrapUp/EnterWhen = Selective

Agent/Desktop/WrapUp/SelectiveDefault = Not Requested

The ACW button is in enabled, unpressed state.

3. When,

Agent/Desktop/WrapUp/EnterWhen = Always

Agent/Desktop/WrapUp/SelectiveDefault = Requested / Not Requested

The ACW button is in disabled state.

Note: When a call is hang-up and an agent is in the ACW / Wrap-up state, Reset ACW button will be disabled till a work item is present in the agent's work item drop down list.

Configure Siebel Browser to view Status text messages The IC 7.1.6 Service Pack enables you to view Status text messages for corresponding TS events (Login/Logout/AuxWork/Wrapup) on the Siebel Communication toolbar. You can enable or disable this feature as per the requirement.

To enable viewing Status text messages:



3. In the Driver Parameters tab, click New to add the following parameter. Add Driver:TSLogout as Name. Set the default value to False.

Configure Siebel Browser to enable Virtual Free Seating Skip this section if you are upgrading from IC 7.1.4 or IC 7.1.5 to IC 7.1.6.

You can enable Virtual Free Seating in Native Siebel Integration. You can enable or disable this feature as per the requirement.Backup the vespidl.pk file from ...\IC71\etc folder.Manually copy the vespidl.pk file from the appropriate IC 7.1.6 Service Pack server installer folder to the ...\IC71\etc folder.


Note: Merge any previous customization changes to the new vespidl.pk file.To enable Virtual Free Seating:



3. In the Driver Parameters tab, click New to add the following parameter. Add Driver:VFSEnabled as Name. Set the default value to true.

4. Select Site Map > Administration - Communications > All configurations > Parameters.

5. In the Parameters tab, Update AutoLogin value to FALSE.

6. Search for the command SignOnGroup

7. In Command data parameter tab, click New to add a new parameter with name ‘Param.Destination‘ and value ‘{@Phone:PhoneTypeLookup}‘.

Add property name logout_on_deassign with value as false, in the configuration tab of TS server, in the IC Manager.

Note: This property will not allow an agent to login using Virtual Free Seating, to another extension which is already logged in with a Phone Id.

Configure Siebel Browser to enable sound on incoming work item Skip this section if you are upgrading from IC 7.1.5 to IC 7.1.6.

The IC 7.1.6 Service Pack allows you to enable sound on an incoming work item.To enable sound on an incoming work item:

1. Login through the Siebel Browser as SADMIN.

2. Select Site Map > User Preferences > Communications.

3. Select the Enable Sound check box.

4. Click OK.

Note: By default, the sound plays on Agent's desktop only when the Agent's WIDL (WorkItem Dropdown List) is empty. This happens when the IC property, Agent Desktop/ScreenPopup/PopOnAllArrivingContacts is set to No.

To play sound for each and every incoming workitems thereon, the workitems must be displayed on Agent's WIDL. This happens when the IC property, Agent Desktop/ScreenPopup/PopOnAllArrivingContacts is set to Yes.

Configure the IC - Siebel integration Workflows for Japanese Language Skip this section if you are upgrading from IC 7.1.5 to IC 7.1.6.

The IC 7.1.6 Service Pack contains the basic out of the box workflows and AICD.def file modified to support Japanese language for IC 7.1 and Siebel 7.8 integration.

Perform the following steps to upload the modified workflows:

• Check the correct values from LOVs in Siebel

• Modify and Upload the workflows

Check the correct values from LOVs in Siebel To check the correct values from LOVs in Siebel:

1. Open the Siebel Thin Client call center application from the web browser. Login as Siebel Administrator.

2. Navigate to the AICD profile within Siebel.

Note: For Siebel 7.8 go from Site Map > Administration - Data.


3. Click List of Values from the sub-menu.

4. Click Query and search for Call - Inbound as Language-Independent Code. The query results are displayed.

5. Select the row with Type TODO_TYPE from the results.

6. Note down the Display Value from the selected row.

7. Repeat steps 4, 5 and 6 for Call - Outbound, Email - Inbound and Web - Inbound as Language-Independent Code.

Modify and Upload the workflows The following table lists the details of the OOTB workflows, that are required to be changed.

Project file Workflow Block Name String to change Advocate

qualifychat_adv_sbl Buid Activity Web - Inbound Advocate_sbl.prj

qualifyvoice_adv_sbl Buid Activity Call - Inbound

ICEmail

preanalyzeca_sbl PutEmailtoSiebel Email - Inbound icemail_sbl.prj

preanalyzenoca_sbl PutEmailtoSiebel Email - Inbound

ICM

icm_sbl.prj transcriptadded_sbl Buid Activity (2 blocks) Web - Inbound

TS

ts_sbl.prj incomingcall_sbl Buid Activity Call - Inbound

WACD

wacd_sbl.prj qualifychat_sbl Buid Activity Web - Inbound

Note: Only the workflows that are being used need to be changed.

To change and upload the workflows:

1. Open the workflow project in the Avaya Work Flow Designer.

2. Open a workflow from the 'Project' sheet. Refer the above table for OOTB workflows.

3. Select the desired block. Refer the above table for Block Names for OOTB workflows.

4. In the Property, select the Basic tab.

Select the String Value ('Call - Inbound', 'Email - Inbound' or 'Web - Inbound') and replace it with its corresponding value noted in the step Check the correct values from LOVs in Siebel.

Note: It is recommended to copy and paste the strings rather than typing them. After pasting the strings, you may see unexpected characters, but the correct string will be uploaded. This is a known issue with the Avaya Workflow Designer.

5. Save the project and build the flow set. To build the flow set, select Build > Build Flow Set.

6. Enter the IC Admin username and password.


7. Ensure that there are no errors.

8. Once all the required workflows, mentioned in the above table, are modified and their projects are built, restart all the workflows that use these projects.

Configure minimum log out delay for Siebel Agent Skip this section if you are upgrading from IC 7.1.4 or IC 7.1.5 to IC 7.1.6.

You need to enter a new driver parameter to the driver profile to avoid the race condition happening when an agent logs out and logs in rapidly.To configure the minimum log out delay:



3. In the Driver Parameters tab, click New to add the following parameter. Service:MinLogoutDelay = 500 (Value in Milliseconds)

Adding this parameter will delay sending the logout message from AICD to ASIS/ICA. This delay would be per Agent basis.You can change this value as per your environment.

Configure ASIS server Skip this section if you are upgrading from IC 7.1.4 or IC 7.1.5 to IC 7.1.6.

You must configure your ASIS server settings to accommodate the new file added, htmlparser.jar. For example, if the htmlparser.jar file is located in the C:\Program Files\Avaya\ IC71\Java\jar directory, append the java.class.path CTI couple variable.

Perform the following steps on each of the machines on which the ASIS server is installed.

1. In IC Manager, click the Server tab.

2. Shutdown the ASIS server from the IC Manager by performing the following steps:

a. Right-click ASIS.

b. Click Stop.

Note: Shutting down ASIS server disables the Agent Siebel Communication toolbar for Agents who have logged in. Agents need to re-login on to their respective Communications toolbar using the Login button.

3. Double-click ASIS in the list of servers.


5. Double-click the java.class.path variable.

The CTI Type Editor dialog box is displayed.

6. In the Value field, type C:\PROGRA~1\Avaya\IC71\Java\jar\htmlparser.jar at the beginning of the variable path, preceded by a period (.) and separated from the rest of the variable path text string by a semi-colon (;).

Note: The example of the file pathname holds good if the htmlparser.jar file is located in the C:\Program Files\Avaya\IC71\Java\jar directory.

7. Click OK.

8. Click OK.

9. Restart the ASIS server from the IC Manager by performing the following steps:

a. Right-click ASIS.

b. Click Start.


Modify the environment variable (Windows only) In IC 7.1, the value of the SIEBTC_JAR environment variable should be appended. After the installation of the IC 7.1.6 Service Pack, manually change the SIEBTC_JAR environment variable to C:\PROGRA~1\Avaya\IC71\Java\jar\htmlparser.jar so as to complete the configuration of the ASIS server.

To change the value of the SIEBTC_JAR environment variable, perform the following steps:




4. Select the SIEBTC_JAR environment variable and click Edit.

5. Modify the value of the SIEBTC_JAR variable by replacing the existing text string value with C:\PROGRA~1\Avaya\IC71\Java\jar\htmlparser.jar in the text string value.

6. Click OK.

7. In the Environment Variables dialog box, click OK.

8. Click Apply and click OK.

Default parameters for env.properties file Following is the list of default parameters in the env.properties file. Verify that the env.properties file in your setup matches with the below mentioned paratmeters and their values. The file is present under the AVAYA_IC71_HOME\etc folder.

• uom.event.queue.poolsize=50

• uom.scheduler.queue.poolsize=50

• uom.asyncwork.poolsize=50

• uom.asyncwork.queue.maxsize=2048

• uom.executor.pollinterval=250

• application.asyncwork.poolsize=50

• application.asyncwork.queue.maxsize=4098

• vesp.alarm.unrecoverable.reportthreshold=3600

• vesp.event.queue.poolsize=70

• vesp.event.queuesize=1024

• vesp.event.waittime=60000

• vesp.taskpool.maxsize=70

• vesp.taskpool.minsize=20

• queuesizelogger.enabled=false

• queuesizelogger.polltimeout=5000

• queuesizelogger.queuesizethreshold=1

• queuesizelogger.trackperuser=false

• basicservices.cachereadytimeout=60000


• basicservices.initialwaittimeout=2000

• basicservices.initialwaittries=10

• AICDTIMEOUT=30

Important: Restart the ASIS server if you make any changes.

Reinstalling Avaya Business Advocate component Skip this section if you are upgrading from IC 7.1.4 or IC 7.1.5 to IC 7.1.6.

You need to reinstall Avaya Business Advocate components after you finishing installing andconfiguring all other IC components. To reinstall the Avaya Business Advocate components:

1. Shut down any Resource Manager servers that are running.

2. Close Advocate Administration.

3. Select Start > Control Panel > Administrative Tools > Component Services.

4. In the left-hand pane click Component Services.

5. Select Computers > My Computer > COM+ applications > Avaya Business Advocate.

6. Right-click the package and select Shut down.

7. Click Avaya Business Advocate and click Components.

8. Delete all the four components.

9. Click the back button in the toolbar, right-click Components and select New > Component.

10. Click Next and select Install New Components.

11. In the Select files to install dialog box, navigate to the ...\IC71\bin folder and select the MxDBFx.dll file.

12. Click Open.

13. In the next screen, click Next.

14. Click Finish.

15. To verify that the new binary is being used, go to Component Services > Computers > My Computer > COM+ applications > Avaya Business Advocate > Components > MxDBFx.MxAgentData.1 > Interaces > IMxAgentData > Methods and verify that RemoveFewCapabilitySetsFromProfile exists in the list.

16. Restart the Resource Manager servers.


Service Pack Files This section provides the list of Service Pack files included in the current and previous Service Packs. The tables on the following pages list the files that are included in the IC 7.1.1, IC 7.1.2, IC 7.1.3, IC 7.1.4, IC 7.1.5 and IC 7.1.6 releases.


• Avaya Agent component (Windows)

• Avaya Agent Web Client component (Windows/Solaris/ AIX)

• Avaya Agent Web Client Connector (Windows)

• Avaya Agent Web Client Connector (Solaris)

• Avaya Agent Web Client Connector (AIX)

• Administration and Design component (Windows)

• Server component (Windows)

• Server component (Solaris)

• Server component (AIX)

• Siebel Integration component [IC Side] (Windows)

• Siebel Integration component [IC Side] (Solaris)

• Siebel Integration component [IC Side] (AIX)

• Siebel Integration component [Siebel Side] (Windows)

• Siebel Integration component [Siebel Side] (Solaris)

• Siebel Integration component [Siebel Side] (AIX)

• SDK component (Windows)

• SDK component (Solaris)

• SDK component (AIX)

• Rogue Wave library (Windows)

• Rogue Wave library (Solaris)

• Rogue Wave library (AIX)

Avaya Agent component (Windows) The following table lists the files that are installed on the Avaya Agent on Windows platform:

File Name IC 7.1.1 IC 7.1.2 IC 7.1.3 IC 7.1.4 IC 7.1.5 IC 7.1.6 BlenderClient.ocx – – Date:

07/28/07 Date: 05/13/08 Version: 7.1.4.285

Date: 08/28/08 Version: 7.1.5.292

Date: 05/29/09 Version: 7.1.6.319

BlenderClient.pdb – – Date: 07/28/07

Date: 05/13/08 Version: 7.1.4.285

Date: 08/28/08 Version: 7.1.5.292

Date: 05/29/09 Version: 7.1.6.319


File Name IC 7.1.1 IC 7.1.2 IC 7.1.3 IC 7.1.4 IC 7.1.5 IC 7.1.6 CallList.ocx – Date:

04/09/07 Date: 04/09/07

Date: 04/09/07 Date: 04/09/07 Date: 04/09/07

CallList.pdb – Date: 04/09/07

Date: 04/09/07

Date: 04/09/07 Date: 04/09/07 Date: 04/09/07

cdk.dll – – – – Date: 10/09/08 Version: 7.1.5.297

Date: 10/09/08

cdk.pdb – – – – Date: 10/09/08 Version: 7.1.5.297

Date: 10/09/08

charsets.jar – Date: 04/09/07

Date: 05/07/07

Date: 05/07/07 Date: 05/07/07 Date: 05/07/07

clogin.ocx – – – – Date: 10/16/08 Version: 7.1.5.298

Date: 10/16/08

clogin.pdb – – – – Date: 10/16/08 Version: 7.1.5.298

Date: 10/16/08

cobrowse.jar – – – – – Date: 06/26/09 Version: 7.1.6.322

Core.dll – – – Date: 05/13/08 Version: 7.1.4.285

Date: 10/09/08 Version: 7.1.5.297

Date: 10/09/08

Core.pdb – – – Date: 05/13/08 Version: 7.1.4.285

Date: 10/09/08 Version: 7.1.5.297

Date: 10/09/08

HTMLEditorLight.jar – Date: 04/09/07

Date: 08/29/07

Date: 08/29/07 Date: 09/10/08 Version: 7.1.5.293

Date: 09/10/08

icm.jar – Date: 04/09/07

Date: 09/12/07

Date: 05/13/08 Version: 7.1.4.285


localeprops.jar – – – Date: 05/31/08 Version: 7.1.4.286

Date: 10/25/08 Version: 7.1.5.301

Date: 10/25/08

mttoolkit.dll – – – – – Date: 06/26/09 Version: 7.1.6.322

mttoolkit.pdb – – – – – Date: 06/26/09 Version: 7.1.6.322

MailEngine.ocx – – – – – Date: 06/26/09 Version: 7.1.6.322

MailEngine.pdb – – – – – Date: 06/26/09 Version: 7.1.6.322

qresource_en_US.dll – – – – Date: 08/28/08 Version: 7.1.5.292

Date: 08/28/08


File Name IC 7.1.1 IC 7.1.2 IC 7.1.3 IC 7.1.4 IC 7.1.5 IC 7.1.6 qwbsext.dll – – – Date: 05/13/08

Version: 7.1.4.285 Date: 05/13/08 Date: 05/13/08

qwdco.dll – – – Date: 05/13/08 Version: 7.1.4.285

Date: 05/13/08 Date: 05/13/08

QWScripts.ocx – – – – – Date: 06/11/09 Version: 7.1.6.320

QWScripts.pdb – – – – – Date: 06/11/09 Version: 7.1.6.320

Status.ocx – – – Date: 05/13/08 Version: 7.1.4.285

Date: 09/11/08 Version: 7.1.5.293

Date: 09/11/08

Status.pdb – – – Date: 05/13/08 Version: 7.1.4.285

Date: 09/11/08 Version: 7.1.5.293

Date: 09/11/08

StatusDlg.ocx – – Date: 07/28/07

Date: 05/13/08 Version: 7.1.4.285

Date: 05/13/08 Date: 05/13/08

StatusDlg.pdb – – Date: 07/28/07

Date: 05/13/08 Version: 7.1.4.285

Date: 05/13/08 Date: 05/13/08

TelButton.ocx – – – Date: 07/01/08 Version: 7.1.4.288

Date: 07/01/08 Date: 07/01/08

TelButton.pdb – – – Date: 07/01/08 Version: 7.1.4.288

Date: 07/01/08 Date: 07/01/08

Telephony.dll – – – – Date: 10/09/08 Version: 7.1.5.297

Date: 06/26/09 Version: 7.1.6.322

Telephony.pdb – – – – Date: 10/09/08 Version: 7.1.5.297

Date: 06/26/09 Version: 7.1.6.322

UAD.ocx – – – Date: 07/01/08 Version: 7.1.4.288


UAD.pdb – – – Date: 07/01/08 Version: 7.1.4.288


vespidl.pk – – – Date: 05/13/08 Version: 7.1.4.285

Date: 05/13/08 Date: 05/13/08

vtel.exe Date: 12/09/06 Version: 7.1.1.224

Date: 04/09/07 Version: 7.1.2.237

Date: 07/12/07 Version: 7.1.3.246

Date: 05/13/08 Version: 7.1.4.285

Date: 10/22/08 Version: 7.1.5.300

Date: 05/29/09 Version: 7.1.6.319

vtel.pdb Date: 12/09/06

Date: 04/09/07

Date: 04/09/07

Date: 05/13/08 Version: 7.1.4.285

Date: 10/22/08 Version: 7.1.5.300

Date: 05/29/09 Version: 7.1.6.319


File Name IC 7.1.1 IC 7.1.2 IC 7.1.3 IC 7.1.4 IC 7.1.5 IC 7.1.6 VtelDispatch.dll – – – – Date: 10/09/08

Version: 7.1.5.297 Date: 10/09/08

VtelDispatch.pdb – – – – Date: 10/09/08 Version: 7.1.5.297

Date: 10/09/08

WACEngine.ocx – – Date: 08/16/07

Date: 08/16/07 Date: 08/16/07 Date: 06/26/09 Version: 7.1.6.322

WACEngine.pdb – – Date: 08/16/07


WebAgent.jar Date: 12/09/06

Date: 04/09/07

Date: 08/29/07

Date: 07/01/08 Version: 7.1.4.288

Date: 10/25/08 Version: 7.1.5.301

Date: 06/26/09 Version: 7.1.6.322

Note: The IC 7.1.6 Service Pack installer for the Avaya Agent component installs the Rogue Wave binary files along with the Avaya Agent component binary files. For information about the name and time stamp of the Rogue Wave binary files installed on your system during the IC 7.1.6 Service Pack installation, refer to Rogue Wave library (Windows).

Avaya Agent Web Client component (Windows/Solaris/ AIX) The following table lists the files that are installed with the Avaya Agent Web Client component on Windows platform:

File Name IC 7.1.1 IC 7.1.2 IC 7.1.3 IC 7.1.4 IC 7.1.5 IC 7.1.6 agent.jsp – – – Date: 05/13/08


agentdefs.js.jsp – – Date: 07/12/07

Date: 05/13/08 Version: 7.1.4.285

Date: 05/13/08 Date: 05/13/08

agentresourcesdetails.js Date: 12/09/06

Date: 12/09/06

Date: 12/09/06

Date: 12/09/06 Date: 12/09/06 Date: 12/09/06

application.jsp – Date: 04/09/07

Date: 04/09/07


avaya-common.jar – – – Date: 05/13/08 Version: 7.1.4.285

Date: 05/13/08 Date: 05/13/08

avayaicagent.cab – Date: 04/09/07

Date: 04/09/07

Date: 04/09/07 Date: 04/09/07 Date: 04/09/07

avaya-ic-bridges.jar – – – Date: 05/13/08 Version: 7.1.4.285

Date: 05/13/08 Date: 05/13/08

avayaiccommon.jar – – – Date: 05/13/08 Version: 7.1.4.285

Date: 05/13/08 Date: 05/13/08

avaya-ic-sdk-common.jar

– – – – Date: 08/28/08 Version: 7.1.5.292

Date: 08/28/08


File Name IC 7.1.1 IC 7.1.2 IC 7.1.3 IC 7.1.4 IC 7.1.5 IC 7.1.6 avaya-ic-sdk-sample.jar – – – – Date: 08/28/08

Version: 7.1.5.292

Date: 08/28/08

avaya-ic-sdk-server.jar – – – – Date: 08/28/08 Version: 7.1.5.292

Date: 06/19/09 Version: 7.1.6.321

avaya-ic-services.jar Date: 12/09/06

Date: 05/18/07

Date: 07/13/07

Date: 05/31/08 Version: 7.1.4.286

Date: 10/25/08 Version: 7.1.5.301

Date: 06/26/09 Version: 7.1.6.322

avaya-ic-webclient.jar – – – Date: 05/13/08 Version: 7.1.4.285


avaya-ic-webui.jar Date: 09/22/06

Date: 09/22/06

Date: 09/22/06

Date: 05/13/08 Version: 7.1.4.285


body.js Date: 12/09/06

Date: 04/09/07

Date: 04/09/07

Date: 05/13/08 Version: 7.1.4.285

Date: 05/13/08 Date: 05/13/08

channelstatus.js – – – Date: 05/13/08 Version: 7.1.4.285

Date: 05/13/08 Date: 05/13/08

chatAll.js – – – Date: 05/13/08 Version: 7.1.4.285

Date: 05/13/08 Date: 05/13/08

common-base.jar – – – Date: 05/13/08 Version: 7.1.4.285

Date: 05/13/08 Date: 05/13/08

emailall.js – – Date: 07/12/07

Date: 05/13/08 Version: 7.1.4.285

Date: 11/17/08 Version: 7.1.5.304

Date: 06/19/09 Version: 7.1.6.321

emailPrintTemplate.js p – – Date: 07/12/07

Date: 07/12/07 Date: 07/12/07 Date: 07/12/07

htmlarea.js Date: 12/09/06

– Date: 12/09/06

Date: 05/13/08 Version: 7.1.4.285


htmlparser.jar – Date: 04/09/07

Date: 04/09/07

Date: 04/09/07 Date: 04/09/07 Date: 04/09/07

icapplication.js Date: 12/09/06

Date: 12/09/06

Date: 12/09/06

Date: 12/09/06 Date: 12/09/06 Date: 12/09/06


Date: 09/12/07

Date: 05/13/08 Version: 7.1.4.285


insert_image.html – Date: 05/14/07

Date: 05/14/07

Date: 05/14/07 Date: 05/14/07 Date: 05/14/07

list.js Date: 12/09/06

Date: 12/09/06

Date: 12/09/06

Date: 12/09/06 Date: 12/09/06 Date: 12/09/06


File Name IC 7.1.1 IC 7.1.2 IC 7.1.3 IC 7.1.4 IC 7.1.5 IC 7.1.6 login.jsp – Date:

04/09/07 Date: 04/09/07

Date: 04/09/07 Date: 04/09/07 Date: 04/09/07

messageBox.html – Date: 05/14/07

Date: 05/14/07

Date: 05/14/07 Date: 05/14/07 Date: 05/14/07

public_api.js Date: 12/09/06

Date: 12/09/06

Date: 12/09/06

Date: 12/09/06 Date: 12/09/06 Date: 12/09/06

select_color.html – Date: 05/14/07

Date: 05/14/07

Date: 05/14/07 Date: 05/14/07 Date: 05/14/07

spellingApp.js – – – – – Date: 06/19/09 Version: 7.1.6.321

spelling.js – – – – – Date: 06/19/09 Version: 7.1.6.321

statusbar.js Date: 12/09/06

Date: 12/09/06

Date: 12/09/06

Date: 12/09/06 Date: 12/09/06 Date: 12/09/06

textbox.js – – – – – Date: 06/19/09 Version: 7.1.6.321

utils.js – – Date: 07/12/07

Date: 07/12/07 Date: 07/12/07 Date: 07/12/07


Date: 05/13/08 Date: 05/13/08

WebAgent.jar – Date: 04/09/07

Date: 08/29/07

Date: 07/01/08 Version: 7.1.4.288

Date: 10/25/08 Version: 7.1.5.301

Date: 06/26/09 Version: 7.1.6.322

Note: The IC 7.1.6 Service Pack installer for the Avaya Agent Web Client component installs the Rogue Wave binary files along with the Avaya Agent Web Client component binary files. For information about the name and time stamp of the Rogue Wave binary files installed on your system during the IC 7.1.6 Service Pack installation, refer to Rogue Wave library (Windows), Rogue Wave library (Solaris), Rogue Wave library (AIX).

Avaya Agent Web Client Connector (Windows) The following table lists the Avaya Agent Web Client Connector files that are installed on the Windows machine for the IC Servers, IC Administration and Design, IC Web Agent, IC Web Connector, and Siebel Integration component [IC Side]:

File Name IC 7.1.1

IC 7.1.2 IC 7.1.3 IC 7.1.4 IC 7.1.5 IC 7.1.6

admin.jar – Date: 04/09/07 Version: 7.1.2.237

Date: 07/13/07 Version: 7.1.3.246

Date: 05/13/08 Version: 7.1.4.285

Date: 09/11/08 Version: 7.1.5.293

Date: 09/11/08


File Name IC 7.1.1

IC 7.1.2 IC 7.1.3 IC 7.1.4 IC 7.1.5 IC 7.1.6


Date: 10/09/08


Date: 10/09/08

core.jar – Date: 04/09/07 Date: 04/09/07 Date: 04/09/07 Date: 10/22/08 Version: 7.1.5.300

Date: 10/22/08

icm.jar – Date: 04/09/07 Date: 07/13/07 Date: 05/13/08 Version: 7.1.4.285

Date: 05/13/08

Date: 06/26/09 Version: 7.1.6.322




Date: 10/22/08

qwbsext.dll – – – Date: 05/13/08 Version: 7.1.4.285

Date: 05/13/08

Date: 05/13/08


Date: 05/13/08

Date: 05/13/08


Date: 05/13/08

Date: 05/13/08

WebAgent.jar – Date: 04/09/07 Date: 08/29/07 Date: 07/01/08 Version: 7.1.4.288

Date: 10/25/08 Version: 7.1.5.301

Date: 06/26/09 Version: 7.1.6.322

Note: The IC 7.1.6 Service Pack installer for the Avaya Agent Web Client Connector component installs the Rogue Wave binary files along with the Avaya Agent Web Client Connector component binary files. For information about the name and time stamp of the Rogue Wave binary files installed on your system during the IC 7.1.6 Service Pack installation, refer to Rogue Wave library (Windows).


Avaya Agent Web Client Connector (Solaris) The following table lists the Avaya Agent Web Client Connector files that are installed on the Solaris machine for the IC Servers, Siebel Integration component [IC Side], and IC Web Connector component:

File Name IC 7.1.1

IC 7.1.2 IC 7.1.3 IC 7.1.4 IC 7.1.5 IC 7.1.6


Date: 07/13/07 Version: 7.1.3.246

Date: 05/13/08 Version: 7.1.4.285

Date: 09/11/08 Version: 7.1.5.293

Date: 09/11/08


Date: 10/22/08

libmttoolkit.so – – – – – Date: 06/26/09 Version: 7.1.6.322

libqwbsext.so – – – Date: 05/13/08 Version: 7.1.4.285

Date: 05/13/08 Date: 05/13/08

libqwdc.so – – – Date: 05/13/08 Version: 7.1.4.285

Date: 05/13/08 Date: 05/13/08


Date: 05/13/08 Date: 05/13/08

Note: The IC 7.1.6 Service Pack installer for the Avaya Agent Web Client Connector component installs the Rogue Wave binary files along with the Avaya Agent Web Client Connector component binary files. For information about the name and time stamp of the Rogue Wave binary files installed on your system during the IC 7.1.6 Service Pack installation, refer to Rogue Wave library (Solaris).

Avaya Agent Web Client Connector (AIX) The following table lists the Avaya Agent Web Client Connector files that are installed on the AIX machine for the IC Servers, IC Web Connector, and Siebel Integration component [IC Side]:

File Name IC 7.1.1

IC 7.1.2 IC 7.1.3 IC 7.1.4 IC 7.1.5 IC 7.1.6


Date: 07/13/07 Version: 7.1.3.246

Date: 05/13/08 Version: 7.1.4.285

Date: 09/11/08 Version: 7.1.5.293

Date: 09/11/08


Date: 10/22/08



Date: 05/13/08 Date: 05/13/08


File Name IC 7.1.1

IC 7.1.2 IC 7.1.3 IC 7.1.4 IC 7.1.5 IC 7.1.6


Date: 05/13/08 Date: 05/13/08


Date: 05/13/08 Date: 05/13/08

Note: The IC 7.1.6 Service Pack installer for the Avaya Agent Web Client Connector component installs the Rogue Wave binary files along with the Avaya Agent Web Client Connector component binary files. For information about the name and time stamp of the Rogue Wave binary files installed on your system during the IC 7.1.6 Service Pack installation, refer to Rogue Wave library (AIX).

Administration and Design component (Windows) The following table lists the files that are installed on the Administration and Design machine on the Windows platform after installing the Service Pack:

File Name IC 7.1.1 IC 7.1.2 IC 7.1.3 IC 7.1.4 IC 7.1.5 IC 7.1.6 admin.jar – Date:

04/09/07 Date: 07/13/07 Version: 7.1.3.246

Date: 05/31/08 Version: 7.1.4.286

Date: 09/11/08 Version: 7.1.5.293

Date: 09/11/08

BlenderClient_AgentStateEvent.qsc – – – – Date: 08/27/08 Version: 7.1.5.292

Date: 08/27/08


Date: 10/09/08


Date: 10/09/08


Date: 05/07/07

Date: 05/07/07

Date: 05/07/07

Date: 05/07/07

core.jar – Date: 04/09/07

Date: 04/09/07

Date: 04/09/07

Date: 10/22/08 Version: 7.1.5.300

Date: 10/22/08

CoreServices_Before Logout.qsc – – – – Date: 08/27/08 Version: 7.1.5.292

Date: 08/27/08


File Name IC 7.1.1 IC 7.1.2 IC 7.1.3 IC 7.1.4 IC 7.1.5 IC 7.1.6 Email_BeforeLogout. qsc – – – – Date:

08/27/08 Version: 7.1.5.292

Date: 08/27/08


Date: 07/13/07

Date: 05/13/08 Version: 7.1.4.285

Date: 05/13/08

Date: 06/26/09 Version: 7.1.6.322

icmanager.jar – Date: 04/09/07

Date: 07/13/07

Date: 05/13/08 Version: 7.1.4.285

Date: 08/13/08 Version: 7.1.5.290

Date: 08/13/08



MxDbFx.dll – – Date: 07/13/07

Date: 05/13/08 Version: 7.1.4.285

Date: 05/13/08

Date: 05/13/08

MxDrctSI.dll – – – Date: 05/13/08 Version: 7.1.4.285

Date: 08/13/08 Version: 7.1.5.290

Date: 08/13/08

MxRscMgr.exe – Date: 04/09/07 Version: 7.1.2.237

Date: 07/12/07 Version: 7.1.3.246

Date: 05/13/08 Version: 7.1.4.285

Date: 05/13/08

Date: 07/11/09 Version: 7.1.6.323

MxRscMgr.pdb – – – – – Date: 07/11/09 Version: 7.1.6.323

QConsole_SuspendOtherContacts.qsc – – – – Date: 08/27/08 Version: 7.1.5.292

Date: 08/27/08

qdesigner.exe – – Date: 08/16/07 Version: 7.1.3.256

Date: 05/13/08 Version: 7.1.4.285

Date: 05/13/08

Date: 05/13/08

qdesigner.pdb – – Date: 08/16/07

Date: 08/16/07

Date: 08/16/07

Date: 08/16/07


File Name IC 7.1.1 IC 7.1.2 IC 7.1.3 IC 7.1.4 IC 7.1.5 IC 7.1.6 qresource_en_US.dll – – – – Date:

08/28/08 Version: 7.1.5.292

Date: 08/28/08


Date: 05/13/08

Date: 05/13/08


Date: 05/13/08

Date: 05/13/08

sc.xml – – – Date: 05/31/08 Version: 7.1.4.286

Date: 05/31/08

Date: 06/26/09 Version: 7.1.6.322

Softphone_BeforeLog out.qsc – – – – Date: 08/27/08 Version: 7.1.5.292

Date: 08/27/08

Softphone_Initialize.qsc – – – Date: 05/13/08 Version: 7.1.4.285

Date: 05/13/08

Date: 05/13/08

Softphone_Login.qsc – – – Date: 05/13/08 Version: 7.1.4.285

Date: 05/13/08

Date: 05/13/08

Softphone_Logout.qs c – – – Date: 05/13/08 Version: 7.1.4.285

Date: 05/13/08

Date: 05/13/08

StatusDialog_ButtonClicked.qsc – – – Date: 06/13/08 Version: 7.1.4.288

Date: 10/20/08 Version: 7.1.5.300

Date: 10/20/08

StatusDialog_Update. qsc – – Date: 07/28/07

Date: 07/01/08 Version: 7.1.4.288

Date: 10/20/08 Version: 7.1.5.300

Date: 10/20/08

SupervisorCtl.ocx – – – Date: 05/13/08 Version: 7.1.4.285

Date: 08/13/08 Version: 7.1.5.290

Date: 08/13/08


File Name IC 7.1.1 IC 7.1.2 IC 7.1.3 IC 7.1.4 IC 7.1.5 IC 7.1.6 vespidl.pk – – – Date:

05/13/08 Version: 7.1.4.285

Date: 05/13/08

Date: 05/13/08

WACEngine_Initialize.qsc – – – – – Date: 06/26/09 Version: 7.1.6.322

Web_BeforeLogout.q sc – – – – Date: 08/27/08 Version: 7.1.5.292

Date: 08/27/08


Date: 08/29/07

Date: 05/13/08 Version: 7.1.4.285

Date: 10/25/08 Version: 7.1.5.301

Date: 06/26/09 Version: 7.1.6.322

webcenter_sbl.prj Date: 12/09/06

Date: 12/09/06

Date: 12/09/06

Date: 12/09/06

Date: 12/09/06

Date: 12/09/06

WorkFlowDesigner.ex e – – – Date: 05/13/08 Version: 7.1.4.285

Date: 05/13/08

Date: 05/13/08

Note: The IC 7.1.6 Service Pack installer for the Administration and Design component installs the Rogue Wave binary files along with the Administration and Design component binary files. For information about the name and time stamp of the Rogue Wave binary files installed on your system during the IC 7.1.6 Service Pack installation, refer to Rogue Wave library (Windows).

Server component (Windows) The following table lists the files that are installed on the Windows server machine:


04/09/07 Version: 7.1.2.237

Date: 07/13/07 Version: 7.1.3.246

Date: 05/13/08 Version: 7.1.4.285

Date: 09/11/08 Version: 7.1.5.293

Date: 09/11/08

armsrv.exe Date: 12/09/06 Version: 7.1.1.224

Date: 04/09/07 Version: 7.1.2.237

Date: 08/31/07 Version: 7.1.3.258

Date: 05/13/08 Version: 7.1.4.285

Date: 05/13/08

Date: 05/13/08

armsrv.pdb Date: 12/09/06

Date: 04/09/07

Date: 08/31/07

Date: 05/13/08 Version: 7.1.4.285

Date: 05/13/08

Date: 05/13/08

AvayaAudComp.dll – Date: 04/09/07

Date: 04/09/07

Date: 04/09/07

Date: 04/09/07

Date: 04/09/07


File Name IC 7.1.1 IC 7.1.2 IC 7.1.3 IC 7.1.4 IC 7.1.5 IC 7.1.6 AvayaAudComp.txt – Date:

04/09/07 Date: 04/09/07

Date: 04/09/07

Date: 04/09/07

Date: 04/09/07

AvayaAudDiags.dll – Date: 04/09/07

Date: 04/09/07

Date: 04/09/07

Date: 04/09/07

Date: 04/09/07

AvayaAudDiags.txt – Date: 04/09/07

Date: 04/09/07

Date: 04/09/07

Date: 04/09/07

Date: 04/09/07


Date: 05/13/08

Date: 05/13/08


Date: 05/13/08

Date: 05/13/08


Date: 05/13/08

Date: 05/13/08

AvayaICSDKClient.dll – Date: 12/09/06

Date: 12/09/06

Date: 05/13/08 Version: 7.1.4.285

Date: 05/13/08

Date: 05/13/08

avaya-ic-sdk-client.jar – – – Date: 05/13/08 Version: 7.1.4.285

Date: 08/28/08 Version: 7.1.5.292

Date: 08/28/08

AvayaICSDKClient.pdb – Date: 12/09/06

Date: 12/09/06

Date: 05/13/08 Version: 7.1.4.285

Date: 05/13/08

Date: 05/13/08

AvayaICSDKClient.xml – – – Date: 05/13/08 Version: 7.1.4.285

Date: 05/13/08

Date: 05/13/08

avaya-ic-sdk-common.jar – – – Date: 05/13/08 Version: 7.1.4.285

Date: 08/28/08 Version: 7.1.5.292

Date: 08/28/08

avaya-ic-sdk-sample.jar – – – Date: 05/13/08 Version: 7.1.4.285

Date: 08/28/08 Version: 7.1.5.292

Date: 08/28/08


File Name IC 7.1.1 IC 7.1.2 IC 7.1.3 IC 7.1.4 IC 7.1.5 IC 7.1.6 avaya-ic-sdk-server.jar – – – Date:

05/13/08 Version: 7.1.4.285

Date: 08/28/08 Version: 7.1.5.292

Date: 06/19/09 Version: 7.1.6.321


Date: 05/18/07

Date: 07/13/07

Date: 05/31/08 Version: 7.1.4.286

Date: 10/25/08 Version: 7.1.5.301

Date: 06/26/09 Version: 7.1.6.322

avaya-ic-webserviceslib.jar – – – – Date: 08/13/08 Version: 7.1.5.290

Date: 08/13/08


Date: 09/22/06

Date: 09/22/06

Date: 05/13/08 Version: 7.1.4.285

Date: 05/13/08

Date: 06/19/09 Version: 7.1.6.321

caller.jar Date: 12/09/06

Date: 12/09/06

Date: 12/09/06

Date: 12/09/06

Date: 12/09/06

Date: 12/09/06


Date: 10/09/08


Date: 10/09/08


Date: 05/07/07

Date: 05/07/07

Date: 05/07/07

Date: 05/07/07

chatframe.js.jsp – Date: 04/09/07

Date: 04/09/07

Date: 04/09/07

Date: 04/09/07

Date: 04/09/07

chatframe.jsp – Date: 04/09/07

Date: 04/09/07

Date: 04/09/07

Date: 04/09/07

Date: 04/09/07

cobrowse.jar – Date: 04/09/07

Date: 08/16/07

Date: 05/13/08 Version: 7.1.4.285

Date: 05/13/08

Date: 06/26/09 Version: 7.1.6.322

collabapplet.jar Date: 12/09/06

Date: 12/09/06

Date: 12/09/06

Date: 12/09/06

Date: 12/09/06

Date: 12/09/06

collabframe.js.jsp – Date: 04/09/07

Date: 07/13/07

Date: 07/13/07

Date: 07/13/07

Date: 06/26/09 Version: 7.1.6.322

collabframe.jsp – Date: 04/09/07

Date: 04/09/07

Date: 04/09/07

Date: 04/09/07

Date: 06/26/09 Version: 7.1.6.322


File Name IC 7.1.1 IC 7.1.2 IC 7.1.3 IC 7.1.4 IC 7.1.5 IC 7.1.6 Com.Avaya.Util.dll – – – Date:

05/13/08 Version: 7.1.4.285

Date: 05/13/08

Date: 05/13/08

Com.Avaya.Util.Messaging.dll – – – Date: 05/13/08 Version: 7.1.4.285

Date: 05/13/08

Date: 05/13/08

Com.Avaya.Util.Messaging.pdb – – – Date: 05/13/08 Version: 7.1.4.285

Date: 05/13/08

Date: 05/13/08

Com.Avaya.Util.pdb – – – Date: 05/13/08 Version: 7.1.4.285

Date: 05/13/08

Date: 05/13/08

command.jsp – Date: 04/09/07

Date: 04/09/07

Date: 04/09/07

Date: 04/09/07

Date: 04/09/07


Date: 05/13/08

Date: 05/13/08

constants.jsp – Date: 04/09/07

Date: 04/09/07

Date: 04/09/07

Date: 04/09/07

Date: 04/09/07

Core.dll – – – Date: 05/13/08 Version: 7.1.4.285

Date: 10/09/08 Version: 7.1.5.297

Date: 10/09/08


Date: 04/09/07

Date: 04/09/07

Date: 10/22/08 Version: 7.1.5.300

Date: 10/22/08

Core.pdb – – – Date: 05/13/08 Version: 7.1.4.285

Date: 10/09/08 Version: 7.1.5.297

Date: 10/09/08

ctsrv.exe – Date: 04/09/07 Version: 7.1.2.237

Date: 08/16/07 Version: 7.1.3.256

Date: 07/01/08 Version: 7.1.4.288

Date: 11/15/08 Version: 7.1.5.303

Date: 07/11/09 Version: 7.1.6.323

ctsrv.pdb – Date: 04/09/07

Date: 08/16/07

Date: 07/01/08 Version: 7.1.4.288

Date: 11/15/08 Version: 7.1.5.303

Date: 07/11/09 Version: 7.1.6.323


File Name IC 7.1.1 IC 7.1.2 IC 7.1.3 IC 7.1.4 IC 7.1.5 IC 7.1.6 cvlansrv.exe – Date:

04/09/07 Version: 7.1.2.237

Date: 08/16/07 Version: 7.1.3.256

Date: 07/01/08 Version: 7.1.4.288

Date: 11/15/08 Version: 7.1.5.303

Date: 07/11/09 Version: 7.1.6.323

cvlansrv.pdb – Date: 04/09/07

Date: 08/16/07

Date: 07/01/08 Version: 7.1.4.288

Date: 11/15/08 Version: 7.1.5.303

Date: 07/11/09 Version: 7.1.6.323

edit_template_dialog_data.jsp – Date: 04/09/07

Date: 04/09/07

Date: 04/09/07

Date: 04/09/07

Date: 04/09/07

entry.jsp – – – Date: 07/03/08 Version: 7.1.4.288

Date: 08/29/08 Version: 7.1.5.293

Date: 07/09/09 Version: 7.1.6.323

escalate.jsp Date: 12/09/06

Date: 04/09/07

Date: 04/09/07

Date: 04/09/07

Date: 04/09/07

Date: 04/09/07

fs.stp – – – Date: 05/13/08 Version: 7.1.4.285

Date: 05/13/08

Date: 05/13/08

header.jsp – Date: 04/09/07

Date: 04/09/07

Date: 04/09/07

Date: 04/09/07

Date: 04/09/07


– Date: 12/09/06

Date: 05/13/08 Version: 7.1.4.285

Date: 07/01/08

Date: 07/01/08

htmlcode.properties – – – – – Date: 04/27/09 Version: 7.1.6.314


Date: 04/09/07

Date: 04/09/07

Date: 04/09/07

Date: 04/09/07

icadmin.exe Date: 12/09/06 Version: 7.1.1.224

Date: 12/09/06 Version: 7.1.1.224

Date: 12/09/06 Version: 7.1.1.224

Date: 12/09/06

Date: 12/09/06

Date: 12/09/06

icemailsrv.exe Date: 12/09/06 Version: 7.1.1.224

Date: 04/09/07 Version: 7.1.2.237

Date: 07/28/07 Version: 7.1.3.250

Date: 05/13/08 Version: 7.1.4.285

Date: 11/06/08 Version: 7.1.5.302

Date: 06/19/09 Version: 7.1.6.321

icemailsrv.pdb Date: 12/09/06

Date: 04/09/07

Date: 07/28/07

Date: 05/13/08 Version: 7.1.4.285

Date: 11/06/08 Version: 7.1.5.302

Date: 06/19/09 Version: 7.1.6.321


File Name IC 7.1.1 IC 7.1.2 IC 7.1.3 IC 7.1.4 IC 7.1.5 IC 7.1.6 icm.jar – Date:

04/09/07 Date: 09/12/07

Date: 05/13/08 Version: 7.1.4.285

Date: 05/13/08

Date: 06/26/09 Version: 7.1.6.322

icsdk.war – – – – Date: 11/20/08 Version: 7.1.5.304

Date: 06/26/09 Version: 7.1.6.322

ImcAdmin.jar – – – – – Date: 04/29/09 Version: 7.1.6.314

licensesrv.exe – Date: 04/09/07 Version: 7.1.2.237

Date: 04/09/07 Version: 7.1.2.237

Date: 05/13/08 Version: 7.1.4.285

Date: 05/13/08

Date: 05/13/08

localeprops.jar – – – Date: 05/31/08 Version: 7.1.4.286

Date: 10/25/08 Version: 7.1.5.301

Date: 10/25/08

mail.jar – Date: 12/09/06

Date: 12/09/06

Date: 12/09/06

Date: 12/09/06

Date: 12/09/06

mimeinc.inc – – – Date: 05/13/08 Version: 7.1.4.285

Date: 05/13/08

Date: 05/13/08

mssynclogic.html – – Date: 09/12/07

Date: 05/13/08 Version: 7.1.4.285

Date: 05/13/08

Date: 05/13/08



MxDbFx.dll – – Date: 07/13/07

Date: 05/13/08 Version: 7.1.4.285

Date: 05/13/08

Date: 05/13/08

MxDbFx.pdb – – Date: 07/12/07

Date: 07/12/07

Date: 07/12/07

Date: 07/12/07

MxDrctSI.dll – – – Date: 05/13/08 Version: 7.1.4.285

Date: 08/13/08 Version: 7.1.5.290

Date: 08/13/08


File Name IC 7.1.1 IC 7.1.2 IC 7.1.3 IC 7.1.4 IC 7.1.5 IC 7.1.6 MxRscMgr.exe – Date:

04/09/07 Version: 7.1.2.237

Date: 07/12/07 Version: 7.1.3.246

Date: 05/31/08 Version: 7.1.4.286

Date: 05/31/08

Date: 07/11/09 Version: 7.1.6.323

MxRscMgr.pdb – Date: 04/09/07

Date: 04/09/07

Date: 04/09/07

Date: 04/09/07

Date: 07/11/09 Version: 7.1.6.323

nsscript.jar Date: 12/09/06

Date: 12/09/06

Date: 12/09/06

Date: 12/09/06

Date: 12/09/06

Date: 12/09/06

pdmsql.dll – – – Date: 05/13/08 Version: 7.1.4.285

Date: 05/13/08

Date: 05/13/08

poll.js.jsp – Date: 04/09/07

Date: 08/16/07

Date: 05/13/08 Version: 7.1.4.285

Date: 08/29/08 Version: 7.1.5.293

Date: 06/26/09 Version: 7.1.6.322

qodbcsrv.exe – – – Date: 05/13/08 Version: 7.1.4.285

Date: 05/13/08

Date: 05/13/08

qorasrv.exe – – – Date: 05/13/08 Version: 7.1.4.285

Date: 05/13/08

Date: 05/13/08


Date: 08/28/08

qsqlsrv.exe – – – Date: 05/13/08 Version: 7.1.4.285

Date: 05/13/08

Date: 05/13/08


Date: 05/13/08

Date: 05/13/08


Date: 05/13/08

Date: 05/13/08

reportsrv.exe Date: 12/09/06 Version: 7.1.1.224

Date: 12/09/06 Version: 7.1.1.224

Date: 08/29/07 Version: 7.1.3.258

Date: 07/08/08 Version: 7.1.4.289

Date: 07/08/08

Date: 07/08/08


File Name IC 7.1.1 IC 7.1.2 IC 7.1.3 IC 7.1.4 IC 7.1.5 IC 7.1.6 reportsrv.pdb Date:

12/09/06 Date: 12/09/06

Date: 07/12/07

Date: 07/08/08 Version: 7.1.4.289

Date: 07/08/08

Date: 07/08/08

Routing.dll – Date: 04/09/07

Date: 04/09/07

Date: 04/09/07

Date: 04/09/07

Date: 04/09/07

Routing.pdb – Date: 04/09/07

Date: 04/09/07

Date: 04/09/07

Date: 04/09/07

Date: 04/09/07

scripts.jar Date: 12/09/06

Date: 12/09/06

Date: 12/09/06

Date: 12/09/06

Date: 12/09/06

Date: 06/26/09 Version: 7.1.6.322

showsurvey.jsp – Date: 04/09/07

Date: 04/09/07

Date: 04/09/07

Date: 04/09/07

Date: 04/09/07

SupervisorCtl.ocx – – – Date: 05/31/08 Version: 7.1.4.286

Date: 08/13/08 Version: 7.1.5.290

Date: 08/13/08

Telephony.dll – – – – Date: 10/09/08 Version: 7.1.5.297

Date: 06/26/09 Version: 7.1.6.322

Telephony.pdb – – – – Date: 10/09/08 Version: 7.1.5.297

Date: 06/26/09 Version: 7.1.6.322

testjvm.jar Date: 12/09/06

Date: 12/09/06

Date: 12/09/06

Date: 12/09/06

Date: 12/09/06

Date: 12/09/06

tsasrv.exe – – – – Date: 10/09/08 Version: 7.1.5.297

Date: 06/26/09 Version: 7.1.6.322

tsasrv.pdb – – – – Date: 10/09/08 Version: 7.1.5.297

Date: 06/26/09 Version: 7.1.6.322

tsqssrv_asai.exe – – – Date: 05/13/08 Version: 7.1.4.285

Date: 05/13/08

Date: 05/13/08

tsqssrv_asai.pdb – – – Date: 05/13/08 Version: 7.1.4.285

Date: 05/13/08

Date: 05/13/08


File Name IC 7.1.1 IC 7.1.2 IC 7.1.3 IC 7.1.4 IC 7.1.5 IC 7.1.6 tsqssrv_aspctportal.e xe – – – Date:

05/13/08 Version: 7.1.4.285

Date: 05/13/08

Date: 05/13/08

tsqssrv_csta.exe – – – Date: 05/13/08 Version: 7.1.4.285

Date: 05/13/08

Date: 05/13/08

tsqssrv_csta.pdb – – – Date: 05/13/08 Version: 7.1.4.285

Date: 05/13/08

Date: 05/13/08

tsqssrv_rti.exe – – – Date: 05/13/08 Version: 7.1.4.285

Date: 05/13/08

Date: 05/13/08

tsv5aspectcmi.exe Date: 12/19/06 Version: 7.1.1.223

Date: 12/09/06 Version: 7.1.1.223

Date: 08/16/07 Version: 7.1.3.256

Date: 07/01/08 Version: 7.1.4.288

Date: 11/20/08 Version: 7.1.5.303

Date: 07/13/09 Version: 7.1.6.323

tsv5aspectcmi.pdb – – – – – Date: 07/13/09 Version: 7.1.6.323

validateescalate.jsp – – – Date: 05/13/08 Version: 7.1.4.285

Date: 05/13/08

Date: 05/13/08

vcapplet.jar Date: 12/09/06

Date: 04/09/07

Date: 04/09/07

Date: 04/09/07

Date: 04/09/07

Date: 06/26/09 Version: 7.1.6.322

vcdiag.jar Date: 12/09/06

Date: 04/09/07

Date: 04/09/07

Date: 04/09/07

Date: 04/09/07

Date: 06/26/09 Version: 7.1.6.322


Date: 05/13/08

Date: 05/13/08

voipap.txt – Date: 04/09/07

Date: 04/09/07

Date: 04/09/07

Date: 04/09/07

Date: 04/09/07

VtelDispatch.dll – – – – Date: 10/09/08 Version: 7.1.5.297

Date: 10/09/08


File Name IC 7.1.1 IC 7.1.2 IC 7.1.3 IC 7.1.4 IC 7.1.5 IC 7.1.6 VtelDispatch.pdb – – – – Date:

10/09/08 Version: 7.1.5.297

Date: 10/09/08

waasrv.exe – – Date: 07/28/07 Version: 7.1.3.250

Date: 07/28/07

Date: 07/28/07

Date: 07/28/07

waasrv.pdb – – Date: 07/28/07

Date: 07/28/07

Date: 07/28/07

Date: 07/28/07

wacdsrv.exe Date: 12/09/06 Version: 7.1.1.224

Date: 12/09/06 Version: 7.1.1.224

Date: 12/09/06 Version: 7.1.1.224

Date: 05/31/08 Version: 7.1.4.286

Date: 05/31/08

Date: 06/19/09 Version: 7.1.6.321

wacdsrv.pdb Date: 12/09/06

Date: 12/09/06

Date: 12/09/06

Date: 05/31/08 Version: 7.1.4.286

Date: 05/31/08

Date: 06/19/09 Version: 7.1.6.321


Date: 08/29/07

Date: 05/13/08 Version: 7.1.4.285

Date: 10/25/08 Version: 7.1.5.301

Date: 06/26/09 Version: 7.1.6.322

webservices.war – – – – Date: 08/13/08 Version: 7.1.5.290

Date: 08/13/08

website.jar Date: 12/09/06

Date: 04/09/07

Date: 04/09/07

Date: 04/09/07

Date: 04/09/07

Date: 04/09/07

Note: The IC 7.1.6 Service Pack installer for the IC Server component installs the Rogue Wave binary files along with the IC Server component binary files. For information about the name and time stamp of the Rogue Wave binary files installed on your system during the IC 7.1.6 Service Pack installation, refer to Rogue Wave library (Windows).

Server component (Solaris) The following table lists the files that are installed on the Solaris server machine:


04/09/07 Version: 7.1.2.237

Date: 07/13/07 Version: 7.1.3.246

Date: 05/13/08 Version: 7.1.4.285

Date: 09/11/08 Version: 7.1.5.293

Date: 09/11/08

armsrv Date: 12/09/06 Version: 7.1.1.224

Date: 04/09/07 Version: 7.1.2.237

Date: 08/31/07 Version: 7.1.3.258

Date: 05/13/08 Version: 7.1.4.285

Date: 05/13/08

Date: 05/13/08


File Name IC 7.1.1 IC 7.1.2 IC 7.1.3 IC 7.1.4 IC 7.1.5 IC 7.1.6 AvayaAudComp.dll – Date:

04/09/07 Date: 04/09/07

Date: 04/09/07

Date: 04/09/07

Date: 04/09/07

AvayaAudComp.txt – Date: 04/09/07

Date: 04/09/07

Date: 04/09/07

Date: 04/09/07

Date: 04/09/07


Date: 04/09/07

Date: 04/09/07

Date: 04/09/07

Date: 04/09/07


Date: 04/09/07

Date: 04/09/07

Date: 04/09/07

Date: 04/09/07


Date: 05/13/08

Date: 05/13/08


Date: 05/13/08

Date: 05/13/08


Date: 05/13/08

Date: 05/13/08


Date: 08/28/08 Version: 7.1.5.292

Date: 08/28/08


Date: 08/28/08 Version: 7.1.5.292

Date: 08/28/08


Date: 08/28/08 Version: 7.1.5.292

Date: 08/28/08

avaya-ic-sdk-server.jar – – – Date: 05/13/08 Version: 7.1.4.285

Date: 08/28/08 Version: 7.1.5.292

Date: 06/19/09 Version: 7.1.6.321


Date: 05/18/07

Date: 07/13/07

Date: 05/31/08 Version: 7.1.4.286

Date: 10/25/08 Version: 7.1.5.301

Date: 06/26/09 Version: 7.1.6.322


Date: 09/22/06

Date: 09/22/06

Date: 05/13/08 Version: 7.1.4.285

Date: 05/13/08

Date: 06/19/09 Version: 7.1.6.321


File Name IC 7.1.1 IC 7.1.2 IC 7.1.3 IC 7.1.4 IC 7.1.5 IC 7.1.6 caller.jar Date:

12/09/06 Date: 12/09/06

Date: 12/09/06

Date: 12/09/06

Date: 12/09/06

Date: 12/09/06


Date: 04/09/07

Date: 04/09/07

Date: 04/09/07

Date: 04/09/07


Date: 04/09/07

Date: 04/09/07

Date: 04/09/07

Date: 04/09/07

cirs.sh.template Date: 12/09/06

Date: 12/09/06

Date: 12/09/06

Date: 12/09/06

Date: 12/09/06

Date: 12/09/06

cobrowse.jar – Date: 04/09/07

Date: 08/16/07

Date: 05/13/08 Version: 7.1.4.285

Date: 05/13/08

Date: 06/26/09 Version: 7.1.6.322


Date: 12/09/06

Date: 12/09/06

Date: 12/09/06

Date: 12/09/06

Date: 12/09/06


Date: 07/13/07

Date: 07/13/07

Date: 07/13/07

Date: 06/26/09 Version: 7.1.6.322


Date: 04/09/07

Date: 04/09/07

Date: 04/09/07

Date: 06/26/09 Version: 7.1.6.322


Date: 04/09/07

Date: 04/09/07

Date: 04/09/07

Date: 04/09/07


Date: 05/13/08

Date: 05/13/08


Date: 04/09/07

Date: 04/09/07

Date: 04/09/07

Date: 04/09/07


Date: 04/09/07

Date: 04/09/07

Date: 10/22/08 Version: 7.1.5.300

Date: 10/22/08

ctsrv – Date: 04/09/07 Version: 7.1.2.237

Date: 08/16/07 Version: 7.1.3.256

Date: 07/01/08 Version: 7.1.4.288

Date: 11/16/08 Version: 7.1.5.303

Date: 07/11/09 Version: 7.1.6.323

cvlansrv – Date: 04/09/07 Version: 7.1.2.237

Date: 08/16/07 Version: 7.1.3.256

Date: 07/01/08 Version: 7.1.4.288

Date: 11/16/08 Version: 7.1.5.303

Date: 07/11/09 Version: 7.1.6.323


Date: 04/09/07

Date: 04/09/07

Date: 04/09/07

Date: 04/09/07


File Name IC 7.1.1 IC 7.1.2 IC 7.1.3 IC 7.1.4 IC 7.1.5 IC 7.1.6 entry.jsp – – – Date:

07/03/08 Version: 7.1.4.288

Date: 08/29/08 Version: 7.1.5.293

Date: 07/11/09 Version: 7.1.6.323


Date: 04/09/07

Date: 04/09/07

Date: 04/09/07

Date: 04/09/07

Date: 04/09/07


Date: 05/13/08

Date: 05/13/08


Date: 04/09/07

Date: 04/09/07

Date: 04/09/07

Date: 04/09/07


– Date: 12/09/06

Date: 07/01/08 Version: 7.1.4.288

Date: 07/01/08

Date: 07/01/08

htmlcodes.properties – – – – – Date: 04/27/09 Version: 7.1.6.314


Date: 04/09/07

Date: 04/09/07

Date: 04/09/07

Date: 04/09/07

icadmin Date: 12/09/06 Version: 7.1.1.224

Date: 12/09/06

Version: 7.1.1.224

Date: 12/09/06

Version: 7.1.1.224

Date: 12/09/06

Date: 12/09/06

Date: 12/09/06

icemailsrv Date: 12/09/06 Version: 7.1.1.224

Date: 04/09/07 Version: 7.1.2.237

Date: 07/28/07 Version: 7.1.3.250

Date: 05/13/08 Version: 7.1.4.285

Date: 11/06/08 Version: 7.1.5.302

Date: 06/19/09 Version: 7.1.6.321

icm.jar Date: 12/09/06

Date: 04/09/07

Date: 09/12/07

Date: 05/13/08 Version: 7.1.4.285

Date: 05/13/08

Date: 06/26/09 Version: 7.1.6.322

icm.sh.template Date: 12/09/06

Date: 12/09/06

Date: 12/09/06

Date: 12/09/06

Date: 12/09/06

Date: 12/09/06


Date: 06/26/09 Version: 7.1.6.322

icwebservices.sh Date: 09/22/06

Date: 12/09/06

Date: 12/19/06

Date: 12/19/06

Date: 12/19/06

Date: 12/19/06


File Name IC 7.1.1 IC 7.1.2 IC 7.1.3 IC 7.1.4 IC 7.1.5 IC 7.1.6 ImcAdmin.jar – – – – – Date: 04/29/09

Version: 7.1.6.314


libpdmsql.so – – – Date: 05/13/08 Version: 7.1.4.285

Date: 05/13/08

Date: 05/13/08


Date: 05/13/08

Date: 05/13/08


Date: 05/13/08

Date: 05/13/08

licensesrv – Date: 04/09/07 Version: 7.1.2.237

Date: 04/09/07 Version: 7.1.2.237

Date: 05/13/08 Version: 7.1.4.285

Date: 05/13/08

Date: 05/13/08

mail.jar – Date: 12/09/06

Date: 12/09/06

Date: 12/09/06

Date: 12/09/06

Date: 12/09/06


Date: 05/13/08

Date: 05/13/08

mssynclogic.html – Date: 12/09/06

Date: 09/12/07

Date: 05/13/08 Version: 7.1.4.285

Date: 05/13/08

Date: 05/13/08


Date: 12/09/06

Date: 12/09/06

Date: 12/09/06

Date: 12/09/06

Date: 12/09/06


Date: 08/16/07

Date: 05/13/08 Version: 7.1.4.285

Date: 08/29/08 Version: 7.1.5.293

Date: 06/26/09 Version: 7.1.6.322

qdb2srv Date: 05/13/08 Version: 7.1.4.285

Date: 05/13/08

Date: 05/13/08


File Name IC 7.1.1 IC 7.1.2 IC 7.1.3 IC 7.1.4 IC 7.1.5 IC 7.1.6 qora10srv – – – Date:

05/13/08 Version: 7.1.4.285

Date: 05/13/08

Date: 05/13/08

qora9srv – – – Date: 05/13/08 Version: 7.1.4.285

Date: 05/13/08

Date: 05/13/08

reportsrv Date: 12/09/06 Version: 7.1.1.224

Date: 12/09/06 Version: 7.1.1.224

Date: 08/29/07 Version: 7.1.3.258

Date: 07/08/08 Version: 7.1.4.289

Date: 07/08/08

Date: 07/08/08


Date: 12/09/06

Date: 12/09/06

Date: 12/09/06

Date: 12/09/06

Date: 06/26/09 Version: 7.1.6.322


Date: 04/09/07

Date: 04/09/07

Date: 04/09/07

Date: 04/09/07


Date: 12/09/06

Date: 12/09/06

Date: 12/09/06

Date: 12/09/06

Date: 12/09/06

tsasrv – – – – Date: 10/09/08 Version: 7.1.5.297

Date: 06/26/09 Version: 7.1.6.322

tsqssrv_asai – – – Date: 05/13/08 Version: 7.1.4.285

Date: 05/13/08

Date: 05/13/08


Date: 05/13/08

Date: 05/13/08


Date: 04/09/07

Date: 04/09/07

Date: 04/09/07

Date: 04/09/07

Date: 06/26/09 Version: 7.1.6.322


Date: 04/09/07

Date: 04/09/07

Date: 04/09/07

Date: 04/09/07

Date: 06/26/09 Version: 7.1.6.322


Date: 05/13/08

Date: 05/13/08


Date: 04/09/07

Date: 04/09/07

Date: 04/09/07

Date: 04/09/07


File Name IC 7.1.1 IC 7.1.2 IC 7.1.3 IC 7.1.4 IC 7.1.5 IC 7.1.6 waasrv – – Date:

07/28/07 Version: 7.1.3.250

Date: 07/28/07

Date: 07/28/07

Date: 07/28/07

wacdsrv Date: 12/09/06 Version: 7.1.1.224

Date: 12/09/06 Version: 7.1.1.224

Date: 12/09/06 Version: 7.1.1.224

Date: 05/31/08 Version: 7.1.4.286

Date: 05/31/08

Date: 06/19/09 Version: 7.1.6.321


Date: 08/29/07

Date: 05/13/08 Version: 7.1.4.285

Date: 10/25/08 Version: 7.1.5.301

Date: 06/26/09 Version: 7.1.6.322


Date: 08/13/08


Date: 04/09/07

Date: 04/09/07

Date: 04/09/07

Date: 04/09/07

Date: 04/09/07

Note: The IC 7.1.6 Service Pack installer for the IC Server component installs the Rogue Wave binary files along with the IC Server component binary files. For information about the name and time stamp of the Rogue Wave binary files installed on your system during the IC 7.1.6 Service Pack installation, refer to Rogue Wave library (Solaris).

Server component (AIX) The following table lists the files that are installed on the AIX server machine:


04/09/07 Version: 7.1.2.237

Date: 07/13/07 Version: 7.1.3.246

Date: 05/13/08 Version: 7.1.4.285

Date: 09/11/08 Version: 7.1.5.293

Date: 09/11/08

armsrv Date: 12/09/06 Version: 7.1.1.224

Date: 04/09/07 Version: 7.1.2.237

Date: 08/31/07 Version: 7.1.3.258

Date: 05/13/08 Version: 7.1.4.285

Date: 05/13/08

Date: 05/13/08

AvayaAudComp.dll – Date: 04/09/07

Date: 04/09/07

Date: 04/09/07

Date: 04/09/07

Date: 04/09/07

AvayaAudComp.txt – Date: 04/09/07

Date: 04/09/07

Date: 04/09/07

Date: 04/09/07

Date: 04/09/07


Date: 04/09/07

Date: 04/09/07

Date: 04/09/07

Date: 04/09/07


Date: 04/09/07

Date: 04/09/07

Date: 04/09/07

Date: 04/09/07


File Name IC 7.1.1 IC 7.1.2 IC 7.1.3 IC 7.1.4 IC 7.1.5 IC 7.1.6 avaya-common.jar – – – Date:

05/13/08 Version: 7.1.4.285

Date: 05/13/08

Date: 05/13/08


Date: 05/13/08

Date: 05/13/08


Date: 05/13/08

Date: 05/13/08


Date: 08/28/08 Version: 7.1.5.292

Date: 08/28/08


Date: 08/28/08 Version: 7.1.5.292

Date: 08/28/08


Date: 08/28/08 Version: 7.1.5.292

Date: 08/28/08

avaya-ic-sdk-server.jar – – – Date: 05/13/08 Version: 7.1.4.285

Date: 08/28/08 Version: 7.1.5.292

Date: 06/19/09 Version: 7.1.6.321


Date: 05/18/07

Date: 07/13/07

Date: 05/31/08 Version: 7.1.4.286

Date: 10/25/08 Version: 7.1.5.301

Date: 06/26/09 Version: 7.1.6.322


Date: 09/22/06

Date: 09/22/06

Date: 05/13/08 Version: 7.1.4.285

Date: 05/13/08

Date: 06/19/09 Version: 7.1.6.321

caller.jar Date: 12/09/06

Date: 12/09/06

Date: 12/09/06

Date: 12/09/06

Date: 12/09/06

Date: 12/09/06


Date: 04/09/07

Date: 04/09/07

Date: 04/09/07

Date: 04/09/07


Date: 04/09/07

Date: 04/09/07

Date: 04/09/07

Date: 04/09/07

cirs.sh.template Date: 12/09/06

Date: 12/09/06

Date: 12/09/06

Date: 12/09/06

Date: 12/09/06

Date: 12/09/06


File Name IC 7.1.1 IC 7.1.2 IC 7.1.3 IC 7.1.4 IC 7.1.5 IC 7.1.6 cobrowse.jar – Date:

04/09/07 Date: 08/16/07

Date: 05/13/08 Version: 7.1.4.285

Date: 05/13/08

Date: 06/26/09 Version: 7.1.6.322


Date: 04/09/07

Date: 12/09/06

Date: 12/09/06

Date: 12/09/06

Date: 12/09/06


Date: 07/13/07

Date: 07/13/07

Date: 07/13/07

Date: 06/26/09 Version: 7.1.6.322


Date: 04/09/07

Date: 04/09/07

Date: 04/09/07

Date: 06/26/09 Version: 7.1.6.322


Date: 04/09/07

Date: 04/09/07

Date: 04/09/07

Date: 04/09/07


Date: 05/13/08

Date: 05/13/08


Date: 04/09/07

Date: 04/09/07

Date: 04/09/07

Date: 04/09/07


Date: 04/09/07

Date: 04/09/07

Date: 10/22/08 Version: 7.1.5.300

Date: 10/22/08

cvlansrv – Date: 04/09/07 Version: 7.1.2.237

Date: 08/16/07 Version: 7.1.3.256

Date: 07/01/08 Version: 7.1.4.288

Date: 11/17/08 Version: 7.1.5.303

Date: 07/11/09 Version: 7.1.6.323


Date: 04/09/07

Date: 04/09/07

Date: 04/09/07

Date: 04/09/07

entry.jsp – – – Date: 07/03/08 Version: 7.1.4.288

Date: 08/29/08 Version: 7.1.5.293

Date: 07/09/09 Version: 7.1.6.323


Date: 04/09/07

Date: 04/09/07

Date: 04/09/07

Date: 04/09/07

Date: 04/09/07


Date: 05/13/08

Date: 05/13/08


Date: 04/09/07

Date: 04/09/07

Date: 04/09/07

Date: 04/09/07


File Name IC 7.1.1 IC 7.1.2 IC 7.1.3 IC 7.1.4 IC 7.1.5 IC 7.1.6 htmlarea.js Date:

12/09/06 – Date:

12/09/06 Date: 07/01/08 Version: 7.1.4.288

Date: 07/01/08

Date: 07/01/08

htmlcode.properties – – – – – Date: 04/27/09 Version: 7.1.6.314


Date: 04/09/07

Date: 04/09/07

Date: 04/09/07

Date: 04/09/07

icadmin Date: 12/09/06 Version: 7.1.1.224

Date: 12/09/06 Version: 7.1.1.224

Date: 12/09/06 Version: 7.1.1.224

Date: 12/09/06

Date: 12/09/06

Date: 12/09/06

icemailsrv Date: 12/09/06 Version: 7.1.1.224

Date: 04/09/07 Version: 7.1.2.237

Date: 07/28/07 Version: 7.1.3.250

Date: 05/13/08 Version: 7.1.4.285

Date: 11/06/08 Version: 7.1.5.302

Date: 06/19/09 Version: 7.1.6.321

icm.jar Date: 12/09/06

Date: 04/09/07

Date: 09/12/07

Date: 05/13/08 Version: 7.1.4.285

Date: 05/13/08

Date: 06/26/09 Version: 7.1.6.322

icm.sh.template Date: 12/09/06

Date: 12/09/06

Date: 12/09/06

Date: 12/09/06

Date: 12/09/06

Date: 12/09/06


Date: 06/26/09 Version: 7.1.6.322

icwebservices.sh Date: 09/22/06

Date: 12/09/06

Date: 12/19/06

Date: 12/19/06

Date: 12/09/06

Date: 12/09/06

ImcAdmin.jar – – – – – Date: 04/19/09 Version: 7.1.6.314


libpdmsql.so – – – Date: 05/13/08 Version: 7.1.4.285

Date: 05/13/08

Date: 05/13/08


Date: 05/13/08

Date: 05/13/08


File Name IC 7.1.1 IC 7.1.2 IC 7.1.3 IC 7.1.4 IC 7.1.5 IC 7.1.6 libqwdc.so – – – Date:

05/13/08 Version: 7.1.4.285

Date: 05/13/08

Date: 05/13/08

licensesrv – Date: 04/09/07 Version: 7.1.2.237

Date: 04/09/07 Version: 7.1.2.237

Date: 05/13/08 Version: 7.1.4.285

Date: 05/13/08

Date: 05/13/08

mail.jar Date: 12/09/06

Date: 12/09/06

Date: 12/09/06

Date: 12/09/06

Date: 12/09/06

Date: 12/09/06


Date: 05/13/08

Date: 05/13/08

mssynclogic.html – – Date: 09/12/07

Date: 05/13/08 Version: 7.1.4.285

Date: 05/13/08

Date: 05/13/08


Date: 12/09/06

Date: 12/09/06

Date: 12/09/06

Date: 12/09/06

Date: 12/09/06


Date: 08/16/07

Date: 05/13/08 Version: 7.1.4.285

Date: 08/29/08 Version: 7.1.5.293

Date: 06/26/09 Version: 7.1.6.322

qdb2srv – – – Date: 05/13/08 Version: 7.1.4.285

Date: 05/13/08

Date: 05/13/08

reportsrv Date: 12/09/06 Version: 7.1.1.224

Date: 12/09/06 Version: 7.1.1.224

Date: 08/29/07 Version: 7.1.3.258

Date: 07/08/08 Version: 7.1.4.289

Date: 07/08/08

Date: 07/08/08


Date: 12/09/06

Date: 12/09/06

Date: 12/09/06

Date: 12/09/06

Date: 06/26/09 Version: 7.1.6.322


Date: 04/09/07

Date: 04/09/07

Date: 04/09/07

Date: 04/09/07


Date: 12/09/06

Date: 12/09/06

Date: 12/09/06

Date: 12/09/06

Date: 12/09/06

tsasrv – – – – Date: 10/09/08 Version: 7.1.5.297

Date: 06/26/09 Version: 7.1.6.322


File Name IC 7.1.1 IC 7.1.2 IC 7.1.3 IC 7.1.4 IC 7.1.5 IC 7.1.6 tsqssrv_asai – – – Date:

05/13/08 Version: 7.1.4.285

Date: 05/13/08

Date: 05/13/08


Date: 05/13/08

Date: 05/13/08


Date: 04/09/07

Date: 04/09/07

Date: 04/09/07

Date: 04/09/07

Date: 06/26/09 Version: 7.1.6.322


Date: 04/09/07

Date: 04/09/07

Date: 04/09/07

Date: 04/09/07

Date: 06/26/09 Version: 7.1.6.322


Date: 05/13/08

Date: 05/13/08


Date: 04/09/07

Date: 04/09/07

Date: 04/09/07

Date: 04/09/07

waasrv – – Date: 07/28/07 Version: 7.1.3.250

Date: 07/28/07

Date: 07/28/07

Date: 07/28/07

wacdsrv Date: 12/09/06 Version: 7.1.1.224

Date: 12/09/06 Version: 7.1.1.224

Date: 12/09/06 Version: 7.1.1.224

Date: 05/13/08 Version: 7.1.4.285

Date: 05/13/08

Date: 06/19/09 Version: 7.1.6.321


Date: 08/29/07

Date: 05/13/08 Version: 7.1.4.285

Date: 10/25/08 Version: 7.1.5.301

Date: 06/26/09 Version: 7.1.6.322


Date: 08/13/08


Date: 04/09/07

Date: 04/09/07

Date: 04/09/07

Date: 04/09/07

Date: 04/09/07

Note: The IC 7.1.6 Service Pack installer for the IC Server component installs the Rogue Wave binary files along with the IC Server component binary files. For information about the name and time stamp of the Rogue Wave binary files installed on your system during the IC 7.1.6 Service Pack installation, refer to Rogue Wave library (AIX).

Siebel Integration component [IC Side] (Windows) The following table lists the files that are installed on the Windows machine:


File Name

IC 7.1.1 IC 7.1.2 IC 7.1.3

IC 7.1.4 IC 7.1.5 IC 7.1.6

asis.jar Date: 12/09/06

Date: 04/09/07

– Date: 07/17/08 Version: 7.1.4.289

Date: 10/22/08 Version: 7.1.5.300

Date: 06/19/09 Version: 7.1.5.321

Siebel Integration component [IC Side] (Solaris) The following table lists the files that are installed on the Solaris machine:

File Name

IC 7.1.1 IC 7.1.2 IC 7.1.3 IC 7.1.4 IC 7.1.5 IC 7.1.6


Date: 04/09/07

– Date: 07/17/08 Version: 7.1.4.289

Date: 10/22/08 Version: 7.1.5.300

Date: 06/19/09 Version: 7.1.5.321

Siebel Integration component [IC Side] (AIX) The following table lists the files that are installed on the AIX machine:

File Name

IC 7.1.1 IC 7.1.2 IC 7.1.3 IC 7.1.4 IC 7.1.5 IC 7.1.6


Date: 04/09/07

– Date: 07/17/08 Version: 7.1.4.289

Date: 10/22/08 Version: 7.1.5.300

Date: 06/19/09 Version: 7.1.5.321

Siebel Integration component [Siebel Side] (Windows) The following table lists the files that are installed on the Windows machine:

File Name IC 7.1.1 IC 7.1.2 IC 7.1.3 IC 7.1.4 IC 7.1.5 IC 7.1.6 AfterCallWork.sif – Date:

04/09/07 – Date: 05/31/08

Version: 7.1.4.286

Date: 05/31/08 Date: 05/31/08

AfterCallWork.sif (for Siebel 7.5.3)

– – – – – Date: 06/26/09 Version: 7.1.6.322

AICD.def – Date: 04/09/07

– Date: 05/31/08 Version: 7.1.4.286


AICD.def_ja_JP – – – Date: 05/31/08 Version: 7.1.4.286

Date: 05/31/08 Date: 05/31/08

aicd.dll Date: 12/09/06 Version: 7.1.1.224

Date: 05/21/07 Version: 7.1.2.239

– Date: 07/17/08 Version: 7.1.4.289

Date: 10/29/08 Version: 7.1.5.301

Date: 07/16/09 Version: 7.1.6.324

AICDStrings.txt – Date: 04/09/07

– Date: 07/17/08 Version: 7.1.4.289

Date: 07/17/08 Date: 07/17/08


icon_acw_disabled.gif – Date: 04/09/07

– Date: 05/31/08 Version: 7.1.4.286

Date: 05/31/08 Date: 05/31/08

icon_acw_enabled.gif – Date: 04/09/07

– Date: 05/31/08 Version: 7.1.4.286

Date: 05/31/08 Date: 05/31/08

Siebel Integration component [Siebel Side] (Solaris) The following table lists the files that are installed on the Solaris machine:


04/09/07 – Date: 05/31/08

Version: 7.1.4.286

Date: 05/31/08 Date: 05/31/08


– – – – – Date: 06/26/09 Version: 7.1.6.322


– Date: 05/31/08 Version: 7.1.4.286



Date: 05/31/08 Date: 05/31/08


– Date: 07/17/08 Version: 7.1.4.289

Date: 07/17/08 Date: 07/17/08


– Date: 05/31/08 Version: 7.1.4.286

Date: 05/31/08 Date: 05/31/08


– Date: 05/31/08 Version: 7.1.4.286

Date: 05/31/08 Date: 05/31/08

libaicd.so Date: 12/09/06

Date: 05/21/07

– Date: 07/23/08 Version: 7.1.4.289

Date: 10/25/08 Version: 7.1.5.301

Date: 07/15/09 Version: 7.1.6.324

Siebel Integration component [Siebel Side] (AIX) The following table lists the files that are installed on the AIX machine:


04/09/07 – Date: 05/31/08

Version: 7.1.4.286

Date: 05/31/08 Date: 05/31/08



– – – – – Date: 06/26/09 Version: 7.1.6.322


– Date: 05/31/08 Version: 7.1.4.286



Date: 05/31/08 Date: 05/31/08


– Date: 07/17/08 Version: 7.1.4.289

Date: 07/17/08 Date: 07/17/08


– Date: 05/31/08 Version: 7.1.4.286

Date: 05/31/08 Date: 05/31/08


– Date: 05/31/08 Version: 7.1.4.286

Date: 05/31/08 Date: 05/31/08

libaicd.so Date: 12/09/06

Date: 05/21/07

– Date: 07/23/08 Version: 7.1.4.289

Date: 10/25/08 Version: 7.1.5.301

Date: 07/15/09 Version: 7.1.6.324

SDK component (Windows) The following table lists the files that are installed on the Windows machine:

File Name IC 7.1.1 IC 7.1.2 IC 7.1.3 IC 7.1.4 IC 7.1.5 IC 7.1.6 avaya-common.jar – – – Date: 05/13/08

Version: 7.1.4.285

Date: 05/13/08 Date: 05/13/08


Date: 05/13/08 Date: 05/13/08


Date: 05/13/08 Date: 05/13/08

AvayaICSDKClient.dll Date: 12/09/06

Date: 12/09/06

Date: 12/09/06

Date: 05/13/08 Version: 7.1.4.285

Date: 05/13/08 Date: 05/13/08

avaya-ic-sdk-client.jar Date: 12/09/06

Date: 12/09/06

Date: 12/09/06

Date: 05/13/08 Version: 7.1.4.285

Date: 08/28/08 Version: 7.1.5.292

Date: 08/28/08


File Name IC 7.1.1 IC 7.1.2 IC 7.1.3 IC 7.1.4 IC 7.1.5 IC 7.1.6 AvayaICSDKClient.pdb – – – Date: 05/13/08

Version: 7.1.4.285

Date: 05/13/08 Date: 05/13/08

AvayaICSDKClient.xml – – – Date: 05/13/08 Version: 7.1.4.285

Date: 05/13/08 Date: 05/13/08

avaya-ic-sdk-common.jar Date: 12/09/06

Date: 12/09/06

Date: 12/09/06

Date: 05/13/08 Version: 7.1.4.285

Date: 08/28/08 Version: 7.1.5.292

Date: 08/28/08


Date: 08/28/08 Version: 7.1.5.292

Date: 08/28/08

avaya-ic-sdk-server.jar – – Date: 08/29/07

Date: 05/13/08 Version: 7.1.4.285

Date: 08/28/08 Version: 7.1.5.292

Date: 06/19/09 Version: 7.1.6.321

avaya-ic-services.jar – Date: 05/18/07

Date: 07/13/07

Date: 05/31/08 Version: 7.1.4.286

Date: 10/25/08 Version: 7.1.5.301

Date: 06/26/09 Version: 7.1.6.322


Date: 09/22/06

Date: 09/22/06

Date: 05/13/08 Version: 7.1.4.285


Com.Avaya.Util.dll – – – Date: 05/13/08 Version: 7.1.4.285

Date: 05/13/08 Date: 05/13/08

Com.Avaya.Util.Messaging.dll – – – Date: 05/13/08 Version: 7.1.4.285

Date: 05/13/08 Date: 05/13/08

Com.Avaya.Util.Messaging.pdb – – – Date: 05/13/08 Version: 7.1.4.285

Date: 05/13/08 Date: 05/13/08

Com.Avaya.Util.pdb – – – Date: 05/13/08 Version: 7.1.4.285

Date: 05/13/08 Date: 05/13/08


Date: 05/13/08 Date: 05/13/08

Controller (folder) – – – Date: 05/13/08 Version: 7.1.4.285

Date: 11/22/08 Version: 7.1.5.292

Date: 11/22/08

CSharptester.exe – – – Date: 05/13/08 Version: 7.1.4.285

Date: 05/13/08 Date: 05/13/08


File Name IC 7.1.1 IC 7.1.2 IC 7.1.3 IC 7.1.4 IC 7.1.5 IC 7.1.6 CSharptester.exe.log4net – – – Date: 05/13/08

Version: 7.1.4.285

Date: 05/13/08 Date: 05/13/08

CSharptester.pdb – – – Date: 05/13/08 Version: 7.1.4.285

Date: 05/13/08 Date: 05/13/08

Doc (folder) – – – Date: 05/13/08 Version: 7.1.4.285

Date: 11/22/08 Version: 7.1.5.292

Date: 11/22/08

icsdk.war Date: 12/09/06

Date: 12/09/06

Date: 12/09/06


Date: 06/26/09 Version: 7.1.6.322

ICSharpCode.SharpZipLib.dll – – – Date: 05/13/08 Version: 7.1.4.285

Date: 05/13/08 Date: 05/13/08

log4net.dll – – – Date: 05/13/08 Version: 7.1.4.285

Date: 05/13/08 Date: 05/13/08

log4net.xml – – – Date: 05/13/08 Version: 7.1.4.285

Date: 05/13/08 Date: 05/13/08

sdk (folder) – – – Date: 05/13/08 Version: 7.1.4.285

Date: 11/22/08 Version: 7.1.5.292

Date: 11/22/08

src (folder) – – – Date: 05/13/08 Version: 7.1.4.285

Date: 11/22/08 Version: 7.1.5.292

Date: 11/22/08

Ui (folder) – – – Date: 05/13/08 Version: 7.1.4.285

Date: 11/22/08 Version: 7.1.5.292

Date: 11/22/08


Date: 08/29/07

Date: 05/13/08 Version: 7.1.4.285

Date: 10/25/08 Version: 7.1.5.301

Date: 06/26/09 Version: 7.1.6.322

SDK component (Solaris) The following table lists the files that are installed on the Solaris machine:


Version: 7.1.4.285 Date: 05/13/08

Date: 05/13/08


Date: 05/13/08

Date: 05/13/08


Date: 05/13/08

Date: 05/13/08


File Name IC 7.1.1 IC 7.1.2 IC 7.1.3 IC 7.1.4 IC 7.1.5 IC 7.1.6 avaya-ic-sdk-client.jar

Date: 12/09/06

Date: 12/09/06

Date: 12/09/06

Date: 05/13/08 Version: 7.1.4.285

Date: 08/28/08 Version: 7.1.5.292

Date: 08/28/08


Date: 12/09/06

Date: 12/09/06

Date: 12/09/06

Date: 05/13/08 Version: 7.1.4.285

Date: 08/28/08 Version: 7.1.5.292

Date: 08/28/08

avaya-ic-sdk-sample.jar

– – – Date: 05/13/08 Version: 7.1.4.285

Date: 08/28/08 Version: 7.1.5.292

Date: 08/28/08

avaya-ic-sdk-server.jar

– – Date: 08/29/07

Date: 05/13/08 Version: 7.1.4.285

Date: 08/28/08 Version: 7.1.5.292

Date: 06/19/09 Version: 7.1.6.321


Date: 07/13/07

Date: 05/31/08 Version: 7.1.4.286

Date: 10/25/08 Version: 7.1.5.301

Date: 06/26/09 Version: 7.1.6.322


Date: 09/22/06

Date: 09/22/06

Date: 05/13/08 Version: 7.1.4.285

Date: 05/13/08

Date: 06/19/09 Version: 7.1.6.321


Date: 05/13/08

Date: 05/13/08


Date: 11/22/08 Version: 7.1.5.292

Date: 11/22/08


Date: 11/22/08 Version: 7.1.5.292

Date: 11/22/08


Date: 12/09/06

Date: 12/09/06


Date: 06/26/09 Version: 7.1.6.322

sdk (folder) – – – Date: 05/13/08 Version: 7.1.4.285

Date: 11/22/08 Version: 7.1.5.292

Date: 11/22/08


Date: 11/22/08 Version: 7.1.5.292

Date: 11/22/08


File Name IC 7.1.1 IC 7.1.2 IC 7.1.3 IC 7.1.4 IC 7.1.5 IC 7.1.6 Ui (folder) – – – Date: 05/13/08

Version: 7.1.4.285 Date: 11/22/08 Version: 7.1.5.292

Date: 11/22/08

WebAgent.jar – – Date: 08/29/07

Date: 05/13/08 Version: 7.1.4.285

Date: 10/25/08 Version: 7.1.5.301

Date: 06/26/09 Version: 7.1.6.322

SDK component (AIX) The following table lists the files that are installed on the AIX machine:




Date: 05/13/08 Date: 05/13/08


Date: 05/13/08 Date: 05/13/08

avaya-ic-sdk-client.jar

Date: 12/09/06

Date: 12/09/06

Date: 12/09/06

Date: 05/13/08 Version: 7.1.4.285

Date: 08/28/08 Version: 7.1.5.292

Date: 08/28/08


Date: 12/09/06

Date: 12/09/06

Date: 12/09/06

Date: 05/13/08 Version: 7.1.4.285

Date: 08/28/08 Version: 7.1.5.292

Date: 08/28/08

avaya-ic-sdk-sample.jar

– – – Date: 05/13/08 Version: 7.1.4.285

Date: 08/28/08 Version: 7.1.5.292

Date: 08/28/08

avaya-ic-sdk-server.jar

– – Date: 08/29/07

Date: 05/13/08 Version: 7.1.4.285

Date: 08/28/08 Version: 7.1.5.292

Date: 06/19/09 Version: 7.1.6.321


Date: 07/13/07

Date: 05/31/08 Version: 7.1.4.286

Date: 10/25/08 Version: 7.1.5.301

Date: 06/26/09 Version: 7.1.6.322


Date: 09/22/06

Date: 09/22/06

Date: 05/13/08 Version: 7.1.4.285



Date: 05/13/08 Date: 05/13/08


Date: 11/22/08 Version: 7.1.5.292

Date: 11/22/08


Date: 11/22/08 Version: 7.1.5.292

Date: 11/22/08


Date: 12/09/06

Date: 12/09/06


Date: 06/26/09 Version: 7.1.6.322


File Name IC 7.1.1 IC 7.1.2 IC 7.1.3 IC 7.1.4 IC 7.1.5 IC 7.1.6 sdk (folder) – – – Date: 05/13/08

Version: 7.1.4.285 Date: 11/22/08 Version: 7.1.5.292

Date: 11/22/08


Date: 11/22/08 Version: 7.1.5.292

Date: 11/22/08

Ui (folder) – – – Date: 05/13/08 Version: 7.1.4.285

Date: 11/22/08 Version: 7.1.5.292

Date: 11/22/08

WebAgent.jar – – Date: 08/29/07

Date: 05/13/08 Version: 7.1.4.285

Date: 10/25/08 Version: 7.1.5.301

Date: 06/26/09 Version: 7.1.6.322

Rogue Wave library (Windows) The following table lists the files that are installed on the Windows machine for the IC Servers, IC Administration and Design, IC Web Agent, IC Web Connector, and Siebel Integration component [IC Side]:

File Name IC 7.1.1 IC 7.1.2 IC 7.1.3 IC 7.1.4 IC 7.1.5 IC 7.1.6 functor_list2312d.dll Date:

11/17/06 Date: 11/17/06

Date: 07/12/07

Date: 07/11/08 Version: 7.1.4.289

Date: 07/11/08

Date: 07/11/08

functor_map2312d.dll Date: 11/17/06

Date: 11/17/06

Date: 07/12/07

Date: 07/11/08 Version: 7.1.4.289

Date: 07/11/08

Date: 07/11/08

functor2312d.dll Date: 11/17/06

Date: 11/17/06

Date: 07/12/07

Date: 07/11/08 Version: 7.1.4.289

Date: 07/11/08

Date: 07/11/08

itc2312d.dll Date: 11/17/06

Date: 11/17/06

Date: 07/12/07

Date: 07/11/08 Version: 7.1.4.289

Date: 07/11/08

Date: 07/11/08

pointer2512d.dll Date: 11/17/06

Date: 11/17/06

Date: 07/12/07

Date: 07/11/08 Version: 7.1.4.289

Date: 07/11/08

Date: 07/11/08

sync2412d.dll Date: 11/17/06

Date: 11/17/06

Date: 07/12/07

Date: 07/11/08 Version: 7.1.4.289

Date: 07/11/08

Date: 07/11/08

thread2412d.dll Date: 11/17/06

Date: 11/17/06

Date: 07/12/07

Date: 07/11/08 Version: 7.1.4.289

Date: 07/11/08

Date: 07/11/08

threxcept2312d.dll Date: 11/17/06

Date: 11/17/06

Date: 07/12/07

Date: 07/11/08 Version: 7.1.4.289

Date: 07/11/08

Date: 07/11/08

tls7912d.dll Date: 11/20/06

Date: 11/20/06

Date: 07/12/07

Date: 07/11/08 Version: 7.1.4.289

Date: 07/11/08

Date: 07/11/08

trace2312d.dll Date: 11/20/06

Date: 11/20/06

Date: 07/12/07

Date: 07/11/08 Version: 7.1.4.289

Date: 07/11/08

Date: 07/11/08

Rogue Wave library (Solaris) The following table lists the files that are installed on the Solaris machine for the IC Servers, Siebel Integration component [IC Side], and IC Web Connector component:

File Name IC 7.1.1 IC 7.1.2 IC 7.1.3 IC 7.1.4 IC 7.1.5 IC 7.1.6 libfunctor_list2312d.so Date:

11/17/06 Date: 11/17/06

Date: 07/12/07

Date: 07/11/08 Version: 7.1.4.289

Date: 07/11/08

Date: 07/11/08


File Name IC 7.1.1 IC 7.1.2 IC 7.1.3 IC 7.1.4 IC 7.1.5 IC 7.1.6 libfunctor_map2312d. so

Date: 11/17/06

Date: 11/17/06

Date: 07/12/07

Date: 07/11/08 Version: 7.1.4.289

Date: 07/11/08

Date: 07/11/08

libfunctor2312d.so Date: 11/17/06

Date: 11/17/06

Date: 07/12/07

Date: 07/11/08 Version: 7.1.4.289

Date: 07/11/08

Date: 07/11/08

libitc2312d.so Date: 11/17/06

Date: 11/17/06

Date: 07/12/07

Date: 07/11/08 Version: 7.1.4.289

Date: 07/11/08

Date: 07/11/08

libpointer2512d.so Date: 11/17/06

Date: 11/17/06

Date: 07/12/07

Date: 07/11/08 Version: 7.1.4.289

Date: 07/11/08

Date: 07/11/08

libsync2412d.so Date: 11/17/06

Date: 11/17/06

Date: 07/12/07

Date: 07/11/08 Version: 7.1.4.289

Date: 07/11/08

Date: 07/11/08

libthread2412d.so Date: 11/17/06

Date: 11/17/06

Date: 07/12/07

Date: 07/11/08 Version: 7.1.4.289

Date: 07/11/08

Date: 07/11/08

libthrexcept2312d.so Date: 11/17/06

Date: 11/17/06

Date: 07/12/07

Date: 07/11/08 Version: 7.1.4.289

Date: 07/11/08

Date: 07/11/08

libtls7912d.so Date: 11/17/06

Date: 11/17/06

Date: 07/12/07

Date: 07/11/08 Version: 7.1.4.289

Date: 07/11/08

Date: 07/11/08

libtrace2312d.so Date: 11/17/06

Date: 11/17/06

Date: 07/12/07

Date: 07/11/08 Version: 7.1.4.289

Date: 07/11/08

Date: 07/11/08

Rogue Wave library (AIX) The following table lists the files that are installed on the AIX machine for the IC Servers, IC Web Connector, and Siebel Integration component [IC Side]:

File Name IC 7.1.1 IC 7.1.2 IC 7.1.3 IC 7.1.4 IC 7.1.5 IC 7.1.6 libfunctor_list2312d.a Date:

11/29/06 Date: 11/29/06

Date: 07/12/07

Date: 07/16/08 Version: 7.1.4.289

Date: 07/16/08

Date: 07/16/08

libfunctor_map2312d. a Date: 11/29/06

Date: 11/29/06

Date: 07/12/07

Date: 07/16/08 Version: 7.1.4.289

Date: 07/16/08

Date: 07/16/08

libfunctor2312d.a Date: 11/29/06

Date: 11/29/06

Date: 07/12/07

Date: 07/16/08 Version: 7.1.4.289

Date: 07/16/08

Date: 07/16/08

libitc2312d.a Date: 11/29/06

Date: 11/29/06

Date: 07/12/07

Date: 07/16/08 Version: 7.1.4.289

Date: 07/16/08

Date: 07/16/08

libpointer2512d.a Date: 11/29/06

Date: 11/29/06

Date: 07/12/07

Date: 07/16/08 Version: 7.1.4.289

Date: 07/16/08

Date: 07/16/08

libsync2412d.a Date: 11/29/06

Date: 11/29/06

Date: 07/12/07

Date: 07/16/08 Version: 7.1.4.289

Date: 07/16/08

Date: 07/16/08

libthread2412d.a Date: 11/29/06

Date: 11/29/06

Date: 07/12/07

Date: 07/16/08 Version: 7.1.4.289

Date: 07/16/08

Date: 07/16/08

libthrexcept2312d.a Date: 11/29/06

Date: 11/29/06

Date: 07/12/07

Date: 07/16/08 Version: 7.1.4.289

Date: 07/16/08

Date: 07/16/08

libtls7912d.a Date: 11/29/06

Date: 11/29/06

Date: 07/12/07

Date: 07/16/08 Version: 7.1.4.289

Date: 07/16/08

Date: 07/16/08


File Name IC 7.1.1 IC 7.1.2 IC 7.1.3 IC 7.1.4 IC 7.1.5 IC 7.1.6 libtrace2312d.a Date:

11/29/06 Date: 11/29/06

Date: 07/12/07

Date: 07/16/08 Version: 7.1.4.289

Date: 07/16/08

Date: 07/16/08


Fixed Modification Requests / Work Items

This section provides information about the Modification Requests (MRs) / Work Items (WIs) fixed in the IC 7.1.1, IC 7.1.2, IC 7.1.3, IC 7.1.4, IC 7.1.5 and IC 7.1.6 Service Packs.

• Fixed MRs / WIs in the IC 7.1.6 Service Pack






Fixed MRs / WIs in the IC 7.1.6 Service Pack The following table lists the MRs / WIs fixed by component as a result of the patches provided in the IC 7.1.6 release:

Component MR / WI MR / WI Summary IC:Website - Server Pages wi00225160 When using Advocate, the WebACD Admin Pages does not

display the Enqueued To agent for transfers

IC:Client:AAWC:RefApp wi00225603 AAWC : SpellCheck does not delete repeated text from an email composition.

IC:Client:AAWC:Other wi00225607 AAWC : PromptOnArrival message box is application modal, should be modeless

IC:Client:AAWC:RefApp wi00225608 AAWC : Pure HTML Email is not displayed in HTML, when Agents Read incoming emails in HTML format preference is set to false.

IC:Client:RichClient:WCAgentClient wi00225690 IC 7.1.1 : Require a Hyperlink support in webagent to open a simple embedded html link from the inbound email.

IC:Server:ICM wi00225712 When a chat contact is transferred from agent1 to agent2, the collab data is not displayed in agent2's collab browser, if the site, takes more than 5 seconds to load

IC:Client:RichClient:WCAgentClient wi00225719 In WebAgent, on disabling "Quote original message in email response" preference, the reply mode preference (i.e. plain text/html) is not considered on replying to email. It is always set as html.

IC:Server:ICM wi00225731 If collab browser is closed from agent side and if customer pushes a URL after that, the customer entered chat text cannot be seen by agent.

IC:Advocate:Advocate Resource Manager

wi00226149 Performing DS updates from within BA causes piggyback calls to be delivered to BA agents

IC:Advocate:TSA wi00226152 TSA Server Crashes Intermittently as entries in Abandon lists and delivered are removed


Component MR / WI MR / WI Summary IC:Client:RichClient:UAD wi00226279 "If we do refresh on the UAD window, the value in the drop down

list changes to 'Defalut site' even though there is any other value present in the 'Site' field name."

IC:Client:RichClient:Qconsole wi00226353 On Avaya Web Agent, "Error 61704. Internal Application Error(QWApp.StartApp)" message is displayed when the system date is changed.

IC:Integration:Siebel:ASIS wi00226457 Native Siebel : Inconsistent behaviour between Siebel and ACM regarding ACW when doing an unsuccessful outbound-call

IC:Client:SDK:Bridge wi00226460 SDK: Unable to remove attachment during forwarding of an email. OperationFailed event is raised

IC:Client:RichClient:WrapupDialog wi00226497 If three or more wrapup dialog-box is present then 'reset softphone' hangs IC-Agent application.

IC:Server:TSV5:ASAI wi00230822 Inconsistant state of wrapup after TimedACW call

IC:Other:Documentation wi00236286 Support for IC Siebel in virtual Environment

IC:Integration:Siebel wi00239725 Siebel tools error while importing aftercallwork.sif

IC:Integration:Siebel:AICD wi00242416 OnGetEDUData event data does not provide SiebelWorkItemId value properly.

IC:Integration:Siebel:ASIS wi00242961 After agent resets from ACW through toolbar, Aux reason code is set to default value.

IC:Integration:Siebel:AICD wi00243013 When an outbound call from agent is answered by opposite party, ACW button on toolbar is not pressed.

IC:Client:AAWC:UOM:Email wi00245379 On Thinclient the body of the email is BLANK for email from Gmail system

IC:Client:SDK wi00245403 icsdk.war needs to packaged with every release of SP

IC:Server:Email wi00246305 Header template is not displayed if the customer reads the email in HTML mode

IC:Server:Email wi00248966 ICEmail does not change the "Content-Disposition" header field properly in the body part of an email containing attachment when it contains optional parameters like size, creation-date, modification-date.

IC:Client:RichClient:BlenderClient wi00277095 Request for hot-diagnostic: Unstable OS time is causing Blender-Client to set wrong/future UNIX time for auxwork.!.starttime affecting incorrect OA Reports

IC:Common:MTT wi00278114 MTToolkit does not follow domain failover to find a child Directory Server per the domain in logingrp.dat during agent log-in.

IC:Integration:Siebel wi00278216 Agents are logged out of their phones if Siebel is shutdown either on purpose or due to a system error.

IC:Client:RichClient:WCAgentClient wi00280210 HTML forms data embedded within an HTML email is not displayed properly in WebAgent

IC:Client:UOM wi00289229 Busy reason for voice channel not set properly after Email/Chat RONA.


Component MR / WI MR / WI Summary IC:Client:RichClient:BlenderClient wi00292707 BlenderClient is not putting the agent in aux with a reason code

when in manual mode

IC:Advocate:TSA wi00293640 TSA not able to perform PostQualification step correctly because of callstate checking at wrong place

IC:Server:Email:RLManager wi00295186 French characters are not displayed correctly in email template

IC:Client:RichClient:Softphone wi00297353 After completing an ACD call, Agent becomes available but on CMS it is shown as ACW and agent does not get any more ACD calls.

IC:Client:RichClient:WCAgentClient wi00298684 WebAgent crashes when image with very long URL is embedded in an email.

IC:Client:UOM wi00299831 In Advocate environment, RONA occurs on direct call causing impact on call-center operation and incorrect reports

IC:Website:WCSharedBrowsing wi00302362 The Jar files are required to be signed with an updated certificate with a validity beyond 10-Jun-09sara

IC:Client:RichClient:WCAgentClient wi00303057 In WebAgent, when switching from plain text to HTML, the editor does not use the new 7.1.5 default font properties from the application.properties file when determining font, size, and color.

IC:Server:TSV5 wi00304285 TS is unable to suppress the drop event caused by a recorder in case of single/multiple transfer/conference scenarios

IC:Server:Email wi00304448 Issue with the Forward Original feature in ICEmail

IC:Client:RichClient:Email wi00304743 WebAgent is unable to view attachments having same file name individually

IC:Integration:Siebel:AICD wi00305400 Correction needed in the parameter name in OOTB def file for SendDTMF command.

IC:Integration:Siebel wi00305414 After PR1495, agents have to logout of hardphone manually everytime. Enhancement request to allow the agents to login back through Siebel browser even if they are already logged-into the hard phone and have the toolbar in synch with the hardphone

IC:Integration:Siebel wi00305709 Disable 'Ready/NotReady' button if agent has not logged into any channel.

IC:Client:RichClient:Softphone wi00306719 TimedACW is not working on Rich Client

IC:Client:RichClient:WCAgentClient wi00307576 WebAgent is displaying only 2nd set of HTML tag, for Emails having multiple <HTML>, <HEAD>, and <BODY> tags

IC:Client:RichClient:Email wi00308990 WebAgent replaces Leading/Trailing spaces found on agent supplied "to email address" Field with a tilda (0x7e '~') while using "Forward Original" option.

IC:Integration:Siebel wi00311100 Agent cannot defer existing email after attending an inbound/outbound call.

IC:Server:TSV5 wi00311648 Need a automatic recovery mechanism of failed MSHS connection when ping times out or receipt of ServerFailed Connection

IC:Client:RichClient:WCAgentClient wi00313814 Chats get stuck when supervisor keeps switching between agents


Component MR / WI MR / WI Summary IC:Server:WACD wi00316400 With using Advocate, ADU is not updated when chat RONAs,

which is causing problems in OA reporting

IC:Advocate:TSA wi00321080 TSA to employ TS.RouteEx and TS.UnparkEx methods to handle the extradata.

IC:Server:ICM:Website wi00324939 Need to add support for IE 8, Google Chrome 2 and Safari 4


Component MR / WI MR / WI Summary TSV5 Definity 152914 Unable to complete a conference/transfer if the party you are transferring to,

consults to a third agent.

HTML Email 169199 HTML data formatting modification during transfer of customer email from agent on rich client to agent supervisor on thin client.

Softphone 174195 The first agent's "consult" window disappears when the caller was transfer from first consultees to the second consultees.

WCagentClient 178308 IC 7.1.2 regression; unable to remove the bullet/numbering sequence via backspace. Note: If you enter a line of text in the email editor and change the text color to any color other than thedefault color, upon pressing the Numbering/Bulleting button the font color changes back to the default color.

WCagentClient 179738 There is no option to set the default fonts in webAgent for the reply (compose) emails.

WCagentClient 179874 In Webagent, pressing tab in email compose window changes font to default font.

HTML Email 179992 In WebAgent, in email preview window, editing shortcuts e.g. ctrl+b to make text bold, are active.

WCagentClient 180101 Rich Agent client: Pressing enter in the 1st line of thecompose window in plain text mode changes the font to default font.

WCagentClient 180128 Rich Agent: Pressing tab in compose window in plain text mode changes the font to "Default Font". Note: If you press the tab key when previewing an email, the email content gets shifted.

TC Other 180169 The IC 7.1 Client SDK APIs for the Addressbook does not return a value for the status field.

Advocate Administration 180324 The focus should be on Login field, when we launch Advocate Administration.

WCagentClient 180535 While replying to email (sent by customer in HTML format) first character of the second line comes in black color insted of blue color.

WCagentClient 180536 Pressing Ctrl+Shift key will move the all text to the left or right hand side of the window.

WCagentClient 180543 Pressing enter at the beginning of reply window print's text in black color instead of blue.


Component MR / WI MR / WI Summary Advocate Administration 180604 In Business advocate, All the entries in the Agent Qualifier Assignments

dialog cannot be sorted alphabetically.

IC Manager 180605 In the ICManager-> Services ->email accounts, the email address cannot be sorted alphabetically.

ICLogin 181022 In the Avaya Agent Login dialog box, the tabbing works fine but sometimes the color of the 'focus' rectangle changes to white in color.

TSV5 Definity 181333 Default Definity Reason Code configured on TSdoesn't support reason codes > 9. Note: Double digit reason code does not work on AES 4.2 client.

EMail 181427 CC address is populated erroneously when the Email Account configuration in IC Manager is suchthat the General tab's name and domain differs from the Server tab's logon account and POP3 fields.

WCagentClient 181636 End-customers receive emails with html formatting changed (bold, size, policy)

Blender Client 181658 In Manual blending mode, Agent is unable to make a channel disable while in AUX state.

WCagentClient 181665 Emails of size equal or larger than 240 kB will take up to 20 seconds to open when received on agent desktop. Note: If an agent replies to a customer email after changing the message format from HTML mode toPlain Text mode, the customer will not receive the original email‘s contents.

IC Manager 181975 The child properties of the Agent/Desktop/WAC -> Homedir property cannot be deleted if the value contains "\\" characters.

Siebel ASIS Server 182009 Siebel AICD server fails to issue a vdu.terminate on the edu, which causes it to stay in EDU Serverlonger than necessary.

Advocate TSA -Telephony Services Adapter

182035 TSA Server Crashes Intermittently as entries inAbandon lists and delivered are removed.

Blender Client 182061 When Agent logout from RichClient it does not release all the session to ADU properly.

ICLogin 182102 IC agent application allows the same agent to log in from multiple locations without throwing any errors.

SDK C# Client Library 182150 .NET: Session.SessionAttributesChanged event is never fired.

HTML Chat 182160 Customer wants to ensure that end-user‘s WebChat IE window is blinked / focused when an agent sends response.

SDK Java Client Library 182165 Java: Session.SessionAttributesChanged event is never fired.

Status Dialog 182183 Changing Labels field name for the taskload for all the channels.the load values are not reflecting the correct state in AUX in both Manual and Automatic blending mode.

IC Manager 182367 ADU.ForwardEvent sent to ADU server in Admin domain having IC-Manager Admin User, causing ADU performance issue for ADU server.


Component MR / WI MR / WI Summary EMail 182390 Agents can search and view emails of another Tenant by doing a "Tools-

>Search emails..." in WebAgent. Note: This fix will not work properly if emails are routed across Tenants / Workgroups. Emails prior to applying this service pack will not be accessible by search as these emails will have their Tenant key as NULL.

Siebel ASIS Server 182413 IC 7.1.3 Native Siebel - Unable to transition from wrapup to AUX when using Auto-In.

WCagentClient 182587 Agent can not type into WebAgent's "Say" textbox while in Chat Mode.

TC UOM Voice 182677 The AUX reason code of an agent who is already in AUX is set to AuxNotAvailableReasonCode after receiving a direct call.

AICDEngine 182698 The TS ASSIGN performed by ASIS / UOM needs to be performed first and completed before the AICD assign is attempted.

Web Services 182815 The tomcat webservice is occupying a huge memory space causing core and sdk server to go down.

Siebel ASIS Server 182921 Release of workitem automatically activates the last workitem (if it is an email) from the workitem drop down list.

WCagentClient 183041 IC 7.1.4 - WebAgent issue: the body of the email is BLANK for email from Gmail system. This was not the case with 7.1.3.

TC UOM Voice 183062 Agent state does not change from ACW to AUX (Initial State) after Wrapup.

Avaya Agent Rich Client wi00231057 Transfer, Consult and Conference buttons getdisabled, when agent2 transfers existing consultscall which he got from Agent1 to invalid agentID.

ASIS wi00231367 Agent not going in Aux as expected.

Telephony Server wi00231522 Call does not get disconnected from agent2‘s desk, when agent2 tries to do a blind transfer consult / conference call which he got from agent1 to another destination on solaris, however Call is still with Agent2.

ASIS wi00240181 IC4S7 does not play sound (via a .wmv/.au file on the Siebel app) yet the Siebel CTI Connect driver, running on the same Siebel application server as the IC4S7 driver, does play sound on an incoming call event.

Avaya Agent Web Client wi00242786 Voilation of RFC 5322 prevents valid characters from being used in the outbound email address in AAWC Note: For information refer to E-mail Address validation in Avaya Agent Web Client.

IC SDK Server wi00245403 icsdk.war file will be packaged in service pack.


Component MR / WI MR / WI Summary WebACD Server 167932 WACD servers memory leak on Solaris platform during 48 hours of high

volume test. Leaking 2.8Mb per hour.

Config Tool 167940 Replacement code for ConfigFTSE needs to run on WACD box, but does not do so if a website is not present.

TSV5 (All) 169319 TS.ResetPhone method doesn't clear the wrapupbyclient TTL


Component MR / WI MR / WI Summary TC Other 169782 Thin Client: Font types are not applied properly onthe selected text in the email

composition area.

FTSE 169815 Search does not work for if the word has single quote (') or Euro (⁄) symbol.

DCO 170202 DCO Shutdown - Heap containing mutexes/critical sections is freed without mutexes/critical sections being deleted.

Documentation 170363 The Webservices deployment and configuration instructions on page 382 of the install document are incomplete. There is a missing step on how to runthe icwebservices.bat.

Documentation 170890 Oracle client and server configuration is not documented to prevent Oracle dataserver hangs.

IC Manager 171282 Confusing TS property - Redundant/Duplicate configurable properties in the advanced properties ofTS in IC Manager / sc.xml file.

IC Manager 171444 In IC Manager, when editing a Voice Queue Device in the Device Editor, receive "Missing TS Set" error when applying changes even though value is set.

WCagentClient 172124 Request for the ability to change the default locationfor saving attachments in the Web Agent client.

SDK C# Client Library 172430 IC SDK does not provide functionality to changeAUX reason code while in AUX. This is a loss of functionality for those customers moving from thick client, thin client, or VTEL based clients.

WCagentClient 172822 Tracking History is not always in chronological orderwhich can cause "Email address to lookup" onCustomer History tab to default to "To" address instead of "From" address.

SDK C# Client Library 173068 Linked Hashmap used in IC 7.1 SDK allows duplicate keys.

SDK C# Client Library 173069 EmailDraft Helper tries to open attachments in Read/Write Mode, which fails on read only files.

Blender Client 173132 The state is being null‘d when being handled by the VespInteractor prior to sending the request to the ADU in the ADU.

WebACD Server 173174 Email transferred from one agent (Agent1) to the Queue appears as a 'new' email for Agent2 in the WebAgent even though the email is a Transferred email. This happens when the WACD is bounced.

IC Manager 173295 Error message in the dialog box displayed in group manager should depend on action performed.

Documentation 173620 Page 439 of install.pdf for IC 7.1 docs need to be rectified.

Documentation 173621 Page 428 of Install.pdf for IC 7.1 need to be rectified.

Documentation 173623 Page 271 of install.pdf for IC 7.1 need to be recitified.

Web Schedule Callback 173680 Javascript in validateescalate.jsp calculates wrong time when in DST skip window.

SDK C# Client Library 173827 When making an outbound call, if the destination is busy the SDK does not communicate back to the client that the line is busy (VoiceInteraction State Model does not include a busy state) The workitem stays as Initializing.


Component MR / WI MR / WI Summary Documentation 174014 Secondard Resource Manager will not start - Documentation removed to

enable Application Server role.

Siebel ASIS Server 174184 ASIS server is unable to refresh Agent's voice properties even after the agent re-login in IC-Siebel native integration.

TC UOM Voice 174202 AAWC disconnects the call during consult/conference initiated with IP Agent.

IC Manager 174541 Users were unable to type more than one character in Agent Editor's miscellaneous tab of IC Manager.

WCagentClient 174640 In global view resource window of webagent, fieldsshould be disabled for agents.

WebACD Server 174964 Channel state appearing FAILED when the channel is disabled for an agent.

Architecture 175157 IC needs to support AAWC & .Net SDK client on the Microsoft Vista Operating System.

Report Server 175178 ReportServer can perpetually process fix files when sent an email with % in it (which corrupts memory).

WCagentClient 175265 Bounce email occurs when agent closes ("X") pool selection dialog box in WebAgent.

EMail 175588 Unable to delete the attachments in an email template created from RLManager.

WCagentClient 175730 After applying 702 SP, WebAgent hangs after receiving *thai* characters from caller.

Documentation 175863 When customer tries to install Avaya IC 7.1 in Solaris using a user without admin privileges, installation fails with an error." Setup can't be processed because you have no Administrator permissions on this machine".

HTML Chat 175978 In case of a Collaboration Chat transfer/conference, the contents of the customer side collab window are not synced on the transferred/conferenced agentside.

SDK Java Client Library 176021 TranscriptDocument.ParentWorkItem is always null, this should be set to the workitem to which the document belongs.

TC UOM Voice 176198 AAWC doesn't honor unsolicited wrapup event whenACW is initiated from the hardphone.

Softphone 176214 Telebuttons redraw multiple times before becoming stable.

Documentation 176249 Need to correct documentation on the languages supported by Content-Analysis (CA).

Advocate Resource Manager

176345 RM - On a fast RM failure or network disconnect, some contacts, such as transfer emails, can be abandoned.

WCagentClient 177200 IC WebAgent's list of attachments does not scroll if the number of attached files is sufficiently large toextend from the screen.

EMail 177310 ICEmail server bounces the email, if the 'From' field contain spaces.

TC RefApp--Email App 177432 ICEmail does not validate comma, Semi-Colons in TO email address when sending Outbound email from AAWC


Component MR / WI MR / WI Summary Platform Upgrade 177698 ICEmail & WACD is writing incorrect contact'createtime' date into the DB, when

DST is enabled in OS

TC RefApp--Email App 177770 In Thinclient : If two different attachments with the same name (eg foo.txt) are attached and received,one of the attachment is lost.

WebACD Server 177794 Multiple emails are assigning to the agents where only 1 email at a time should be assign (email taskload is set to 1).

SDK C# Client Library 177973 SDK Client loses ability to place call on hold after multiple iterations of placing the call on hold andreconnecting with the hardphone.

Siebel7/IC Agent Integration

177978 Virtual free seating functionality not working in Native siebel integration.

WCagentClient 178123 If saving an email attachment file in WebAgent using a file name that is already present in the given folder,WebAgent overwrites the file without the usual warning dialog ("A file with the same name already exists! Do you want to overwrite.

WCagentClient 178401 Outbound email pool name field on default pool list in Web Agent should be longer.

HTML Chat 178657 In the customer chat window, if Enter Key is pressed in the middle of chat text, then the text goes in 2 lines, instead of single line.

SDK Server Bridge 178784 WorkItemContactAttributesChanged event is not fired when a contact attribute is changed (problem is in both Java and DotNet).

TC UOM General 178849 SessionOperationSucceeded event in SDK Client is not fired when changing AUX code while in AUX.There is no way to tell if the AUX code was changed successfully.

TC UOM Email 178933 When an email in plain text with attached email (*.msg or *.eml) in html form, it does not open properly in thin client. (Unexpected message information).

IC Manager 178934 IC Manager does not allow to create an email account if the email account name is more than 45 characters.

Unified Agent Directory 178976 On the agent side, In the Media Tab->Rightclick and select-> Show directory dialog, we have 'To' and 'Comments' text box and 'OK' button, which are quite confusing as they do not have any functionality.

Unified Agent Directory 178977 When we click on the Initiate/Consult/Transfer button or from Media->show directory, the UAD is loaded with the focus on the Queues Tab.

TC RefApp--Chat App 178980 AAWC: In the chat window, if Enter Key is pressed in the middle of chat text, then the text goes in 2 lines, instead of single line.

WCagentClient 178982 On WebAgent, Subject line is not populated from Email Templates in the subject field of email editor.

Documentation 178987 Confirm if IC Out Of Office feature is Advocate only (doc change needed), or needs to be supported for non-Advocate configurations.

Unified Agent Directory 179014 Buttons that for Transfer/Consult etc that are not usable due to call state should not be active.

Softphone 179030 During consult/conference, the reconnect button needs to be disabled from QConsole.


Component MR / WI MR / WI Summary Softphone 179036 A second consultative xfr can be initiated on a contact which already has a

consultative xfr initiated for the same contact but not yet completed.

License Server 179112 LicenseServer crashes after a high number ofUnable to Release License messages.

Documentation 179167 Need to mention in the product document that "AUXRONAReasonCode" works only when IC is integrated with BA for Voice Channel.

Advocate Administration 179222 Performance of profile administration with a large set of qualifiers needs to be improved.

WCagentClient 179278 Problem Description : While performing an email history search, one needs to click explicitly on the Search button. It doesn't accepts if we hit "ENTER".

SDK Server Bridge 179332 Alternate call is not supported with the SDK.

SDK Java Client Library 179333 SDK: Party numbers are mixed up in error conditions.

SDK Java Client Library 179335 SDK: ADU data is not accessible directly after login.

EMail 179420 ICEmail is bouncing emails with a from address formatted like: "From: [email protected] (FirstLast)".

Unified Agent Directory 179443 In IC 7.0.2, Agent application screen freezes when paged pool memory allocation hits more than 537 KB.

HO AICD - Siebel IC Driver

179600 Need Status text messages for corresponding TS events (Login/Logout/AuxWork/Wrapup) on Siebel toolbar.

SDK Server Bridge 179654 SDK: Need to expose an API for getting Participant List in an conference call.

HTML Chat 179754 On website chat URL customer facing the backslash is converted to a forward slash on chat display.

AICDEngine 179774 Rapidly logging out and logging in using the CTI buttons provided (login/logout doors) in siebel tool bar ;Agent could only see the Logout button on the Siebel thin client after login all other buttons are disabled.

EMail 179775 ICEmail does not properly detect a blank body email, so no blank body template is sent.

EMail 179906 Email is bounced as from address is cut-off and interpreted as not well-formed.

IC Manager 179976 "Apply" button in PasswordDialog box of ICManager is redundant and should be removed.

WCagentClient 180002 HTML Agent Resources should use "<br>" tags for line returns instead of "<p>" (related to MR 178512).

Siebel ASIS Server 180050 Closing the Siebel browser window a couple of times after logging in causes ASIS to lose the login state of the agent. Recovery needs ASIS to be restarted.

Report Server 180086 Report Server occupies 100% CPU, if the fix file doesn't contain the valid EDU data.

WCagentClient 180088 After accepting the chat contact from task list, the focus and cursor doesn't land on the webagent window, where agent can start typing in the chat window.

WCagentClient 180090 Switching from Chat contact to email contact, doesn't land the cursor in the email compose window, if the email is in draft state.


Component MR / WI MR / WI Summary WCagentClient 180124 Body of email is not displayed in WebAgent when email is sent with an HTML

attachment from Mozilla Thunderbird email client.

TSQS 180132 TSQS does not reconnect and monitor calls if connectivity to the database is lost.

EMail 180149 HTML Email templates should use "<br>" tags for line returns instead of "<p>" (related to MR 180002).

EMail 180161 When you create a plain Email Template from RLManager, it is adding an extra line in agent client.

EMail 180182 tenant_Key value is not populated in the qem_message table in CCQ database.


180198 Siebel CTI Complete Conference button is enabledwhen Ring event is received instead of the Connect event.

WCagentClient 180295 Webagent hangs when an HTML email is sent with controls like dropdownbox, textbox, etc.

Documentation 180325 Removal of Solaris 8 column from the table on page 44 of integration documentation.

Siebel ASIS Server 180328 When the web browser [Native client] exits ungracefully, the threads pile up for that agent and causes agent login/Comm toolbar stuck issue.

TSV5 (All) 180386 TSV5 when used with Advocate is allowing a window of time for the RM to deliver a call to an agent during a ready to busy state transition.

WCagentClient 180397 When Email plain text resource is inserted into email compose area it adds an extra line after pressing the enter button.


180406 Post Advocate performance fixes thus allowing largetests - RM is continually crashing upon startup.

Advocate Administration 180407 Advocate MMC Console - VB error when creating profile with large number of CapSets.

Siebel ASIS Server 180429 Cannot change Aux code while in Aux with SiebelAICD.ChangeAuxReasonCode command.

Siebel ASIS Server 180767 Agent stuck in ASIS during login and logout (RaceCondition); asis server in process of agent logout but login request came before completing logout of same agent results agent stuck in asis.

WCagentClient 180875 The WebAgent should not include identifiableinformation about the agent in the "Content-Type"header of an outbound email.

WCagentClient 180877 The WebAgent should not include identifiableinformation about the agent in the "Message-ID" header of an outbound email.

Siebel ASIS Server 180895 Stability of ASIS Server.

WCagentClient 180961 Webagent should sort all history search results by Date (instead of pkey).

Documentation 181002 Admin2.pdf references Agent/Desktop/WebClient/Connection.HeartBeatTimer property. This property is not used and should be removed from the docs.

TSV5 Definity 181034 TSV5 Definity Parameter (AbortOnProtocolError) added to 7.1 TS in MR 157265 needs to true by default.


Component MR / WI MR / WI Summary VTel 181044 AIC 7.1.3 - Email channel - VTEL.exe crashes on contact date in Croatian "èet"

and Agent gets"Application Busy, Switch To/Retry" and cannot work the contact.

Siebel ASIS Server 181046 Siebel WorkItem is getting stuck when alert & disconnect is receiving at same milli-second in IC.

Documentation 181104 The documentation on page 165 for "Creating wrap up codes" should be more specific in admin2.pdf.


181230 In Japanese Siebel browser, a 'buscomp' error (SBL-CSR-00103) is shown when agent accepts a chat or voice contact.

WCagentClient 181340 IC should detect incompatible character set encodings and use UTF-8 charset for outboundemail.

WCagentClient 181377 On WebAgent, Attachments are not populated from Email Templates in the attachment panel of email editor.

EMail 181427 CC address is populated erroneously when the Email Account configuration in IC Manager is suchthat the General tab's name and domain differs from the Server tab's logon account and POP3 fields.

TSV5 (All) 181444 ADU's voice.state field gets reset incorrectly.

SDK Java Client Library 181591 SDK Client connections are getting stuck forever during network outage.

DataServer 181736 Oracle DataServer has potential memory leaks in appendblob.

Alarm Server 181737 Alarm server is getting hung intermittently whenmultiple GenericUpdate request is received at the same time.

Siebel ASIS Server 181866 ACW feature is broken in IC7.1.3-Siebel7.8 integration.

TC RefApp--Agent Status 181893 TS.BusyWithReason is not issued, if the agent is in INIT_AUXWORK state.

EMail 181937 Outbound email pool name field passed by ICEmail Server should be longer.


182130 Resource Manager reporting EWT=0 when agents are available but not activated for a service class.

TC UOM Voice 182273 Changing AUX reason code is not getting reflected at ADU causing incorrect OA reports.

WebACD Server 182286 When KB Query is not configured WACD Serverkeeps on bouncing.

Patch Installer 182327 PI does not copy preUnInstall script to $AVAYA_HOME/ICServicePacks/7.1.4/Server/Record folder.

HTML Email 182428 Cursor doesn't moves to the next line when Enter is pressed, while creating a New Template throughRLManager on the AIX Platform.

Softphone 182430 Transfer/Consult/Conference Button is gettingenabled before the Agent answers the call.

Unified Agent Directory 182431 The default focus is not coming on the 'Agent Tab' onthe UAD Window.

Softphone 182433 'Hold' Tab Toggles to 'Reconnect ' When an agent makes a consult/conference/Transfer call to the other agent.

Softphone 182434 Transfer/Consult/Conference Tab gets disabled after the agent1 cancels the consult/conference/Transfer call.


Component MR / WI MR / WI Summary Softphone 182456 Transfer/Consult/Conference Button gets disabled, if the agent is already on

one call and it receives the second queue call, which is cancelled by the customer before Agent receives the call.

TSV5 (All) 182514 Advocate call should not be routed to the agent after wrapup timeout.

AICDEngine 182547 In VFS, messages should be displayed for entering incorrect extensions or extensions which are in use.

WCagentClient 182612 Web Agent:The Saving dialog window getsautomatically closed once you click on "NO" button ("A file with the same name already exists! Do youwant to overwrite") while saving an attachment of same filename.


182629 Incorrect message is displayed on agent's desktopafter agent accepting direct call when he already has an ACD queue call.

WebACD Server 182670 WACD Page:In Tasks Currently Active table, the Create Time displayed for chat and Email contact is incorrect for Australian DST before DST skip window timeframe.

Report Server 182686 After applying Repot Server binary (7.1.4.248) .badfiles started getting created.

EMail 182701 Email server crashing on Solaris under Australian DST Timezone.

EMail 182735 Solaris Platform: The date range getting passed inthe query is INCORRECT if we are searching emails from Webagent>Tool>Search Email>select the tab search by customer email.


Component MR / WI MR / WI Summary Avaya Agent 112028 The Save dialog box for email attachments shouldpre-populate the file name for

the attachment.

Telephony Server (DEFINITY Switch)

136188 The voice..queue_key, voice..sourcequeue, and voice..queuetime are not populated when call arrives at an unmonitored Telephony Server.

Avaya Agent 171718 StatusDialog Error on conference sequence if party drops before conference complete.

ICEmail Server 172552 Sometimes, the Report Server creates bad files dueto an incorrect leg ID put into the reply EDU by the ICEmail server.

Avaya Agent 172874 In Avaya Agent, the toolbar is disabled when the agent changes email composition mode to HTML after deleting all plain text composition contents.

Avaya Agent Web Client 174202 The Avaya Agent Web Client disconnects the call during the consult/conference initiated with IP Agent.

Chat 174691 IC needs to add support for Mac 2 Safari browser as customers using Mac 2 Safari browser are not able to connect to HTML Chat in IC.

Vtel 175164 When an agent changes AUX code through Avaya Agent, two AUX codes are sent to the switch viaTelephony Server. This means that the new AUX code is followed by the previous AUX code.


Component MR / WI MR / WI Summary Chat 175207 In shared form filling, if the components are loaded/enabled dynamically upon

some event, then the form is not synchronized across the session.

Web Advocate Adapter (WAA) Server

175385 The Web Advocate Adapter (WAA) Server dequeues a random email and does nothing on that email when a timeout is set on another email.

Avaya Agent 175410 When we compose new email, the email templatehas an inserted line and space preformatted. On the event pressing backspace to compose on the first line the font changes. It is observed that an unexpected behavior navigating with arrows.

IC Manager 175524 The IC Agent Role Editor fails to Create, Train, and Validate KB and gets the following error: "CA Server Exception: No usable CAAdminServer"

Database Designer 175556 The Oracle stored proc q_next_key should return more error information.

SDK 175890 Emails that are sent for quality assurance get stuck and can not be completed, released, or wrapped through the SDK.

Email 175939 After applying the IC 7.1.1 Service Pack, the date range passed in the query is incorrect if we search for emails from the Webagent > Tools > Search Email > Search by customer email.

Chat 175973 In Avaya Agent, the agent side collaboration does not transfer form data if the form contains recursive sub-frames.

Report Server 176061 The Report Server creates bad files due to incorrectsegment calculations in the EDU. The following error is displayed - "segment_key is required".

Avaya Agent 176139 When we forward an email without adding anything to the original email, Avaya Agent does not send that email.

Alarm Server 176248 The SNMP GET request for systemobjectid should return the IC system object id.

Resource Manager 176345 On a fast Resource Manager failure or network disconnect, some contacts, such as transfer emails, can be abandoned.

Avaya Agent 176459 In Avaya Agent, the cursor does not get placed onthe email compose window when you select the Reply to Customer icon.

Avaya Agent Web Client 176543 There is a need to control the AUX codes sent to the switch when the voice channel is busy.

SDK 176543 There is a need to control the AUX codes sent to the switch when the voice channel is busy.

Avaya Agent 176584 Failure with AUX Reason Code Change: The Blender Client should compare the current and requested states, including Aux Reason code, when determining if an event needs to be fired.

Avaya Agent 176595 If an email with HTML format <div style='background-color:'> enters IC with no definedcolor, Avaya Agent sets the background color toblack.

Chat 177100 In Chat, the On Hold treatment does not work if the signed certificate is rejected.

Advocate Administration 177128 Advocate MxDbFx - Profile editing with large number(or long names) of agents will cause Advocate Admin to hang.

Telephony Server 177151 DNIS is not populated on outbound call when C_Cut_Through event is received.

Avaya Agent Web Client 177195 When an email with an attachment is printed from Avaya Agent Web Client, the attachment name and From email address are not displayed.


Component MR / WI MR / WI Summary Avaya Agent 177205 If —body“ tag declaration is missing in HTML part of an inbound email in Avaya

Agent, on replying it causes problems to line breaks and the intro string.

Avaya Agent 177207 When composing new email in Avaya Agent, the cursor is placed on the second line in the body of email.

Avaya Agent 177210 Word wrap does not work properly when replying toan email. Words are truncated mid-word instead of moving the entire word to the next line.

Avaya Agent 177272 Avaya Agent becomes grayed out when activating a chat contact.

Avaya Agent 177371 Avaya Agent logging autoflush setting should be configurable and set to false by default.

IC Manager 177381 When the agent with "Operator"/"Editor" role logs on to IC Manager and sets the new password in the setPassword dialog box, the OK button does not work.

Report Server 177476 The Report Server creates bad files where segment_key is NULL on certain types of email transfers.

Avaya Agent 177594 Inbound email in Avaya Agent displays an extension of "untitled.plain" instead of "untitled.txt".

Avaya Agent 177595 Agent resources disappear after selecting the Save resources button in Avaya Agent.

Avaya Agent 177633 Emails in plain text with an attached email (*.msg or*.eml) in HTML form do not open properly in Avaya Agent. Unexpected message information is displayed.

Chat 177852 In HTML chat, the chat.htmlclient.system.name parameter does not allow for an embedded space as data.

Avaya Agent 178124 In the email composition window in Avaya Agent, the Shift+Space key combination triggers font change from SansSerif to default font in plain text mode. Deleting the Shift+Space character changes the font from default font to SansSerif. In plain text mode, the font should remain SansSerif.

Avaya Agent 178125 When an agent types a hyphen (-) after a number in Avaya Agent, a space is inserted between the number and hyphen.

Avaya Agent 178512 Copying text from email resource body into a new email causes an extra line break.

Resource Manager 178752 Resource Manager continues to attempt to route calls to an agent who is logged out but Resource Manager has not received ADU change event for state=logged out.

Report Server 179033 After configured with a new rule (endtime as createtime + contactduration and endtime as base_createtime + contactduration), the Report Server crashes when tasks are deleted from the WACD page.

Avaya Agent 179655 The CPU spikes up when user types fast in Avaya Agent integrated with qconsole. The JIT compilation flag needs to be turned on in WACEngine.

Alarm Server 179737 The Alarm Server does not start the SNMPD process on the 64-bit AIX operating system.

Chat 179954 In IC 7.1.3 HTML Chat, if the customer enters the data too quickly in the collaboration browser, the collaboration page on the agent side does not display all the data. The values in some of the fieldsare missing.


Component MR / WI MR / WI Summary Avaya Agent 179989 In Avaya Agent, when changing email composition mode (plain to HTML or vice-

a-versa), the cursor is not placed in the composition. The cursor position should be maintained.

Avaya Agent 179990 In Avaya Agent, when inserting resource to the composition, the composition loses focus and the cursor position is not maintained.


Component MR / WI MR / WI Summary Avaya Agent Web Client 162207 On the Avaya Agent Web Client, when an agent receives a pure HTML email, the

work item details described under the Details tab are incomplete. The body field description, which is the Read-Only preview of the selected email, is empty.

Patch Installer 167575 No steps are available for the silent uninstallation process of the IC Avaya Agent 6.1.4 application.

Avaya Agent 169001 When the QA Agent receives HTML emails for approval that have inline images in the composition, the inline images appear as attachments to the HTML email.

RL Manager 169643 Any changes made to an existing template other than in the Message tab, cause the text in the Message tab to disappear.

ICEmail Server 170107 Emails rejected by Quality Assurance (QA) are routed back to any agent in the queue, instead ofbeing routed to the agent who originally composed the rejected email.

Avaya Agent Web Client 170202 During DCO Shutdown, a heap containing mutexes and critical sections is freed without the mutexes and critical sections being deleted.

Telephony Server 170715 When an agent who has auto answer set to Yes in the switch is not monitored by IC, the calls for that agent get into an invalid state.

Softphone 170731 ActiveXPhone Calllist attempts to free stack memory due to incorrect string conversion and improper usage.

Resource Manager 170779 The Resource Manager attempts to double initialize a synchronization mutex.

Resource Manager 171032 In the Advocate Resource Manager, memory heap corruption occurs due to double free memory in the Routing.dll file.

Resource Manager 171033 In the Advocate Resource Manager, memory heap corruption occurs due to buffer overrun andmismatched new/delete.

License Server 171595 In a multiple WebLM environment, if the License server gets a reply from WebLM that its peer connection is lost, the License server marks WebLM as down and not the peer connection.

Telephony Server 171656 In a MSHS environment, the Telephony server continues to assign and deassign which makes CPU usage very high.

IC Manager 171838 Transferring agents from one workgroup to another workgroup in IC Manager results in the agents having to subscribe for both the new and oldworkgroup.

Telephony Server 171915 During a consult transfer in Nortel Symposium, whenthe consulted party hangs up the call, the customerline gets disconnected in the softphone.


Component MR / WI MR / WI Summary Avaya Agent Web Client 171959 The Always On Top option causes the exit confirmation and new contact notification

popupwindows to appear behind the Avaya Agent Web Client.

Alarm Server 172040 The Alarm Server does not recognize multiple alarms in the Suppress options. The Alarm Server recognizes only the bottom-most alarm listed in the Suppress options and fails to suppress all other alarms in the list.

Vtel 172526 If a hardphone logout occurs while Avaya Agent or Siebel Agent is in wrapup, the client does not get deassigned. The client gets into a bad state and may possibly cause "Resource Busy" errors.

Chat 173103 When using the HTML Chat client, the _chat_wrap_survey table gets incorrectly populated with the JSession ID instead of the EDUID.

Telephony Server 173293 When an Agent logs out, the deassign does not workproperly in Nortel Symposium.

Avaya Agent Web Client 173415 Whenever a login is attempted into Avaya Agent Web Client using Internet Explorer 7.0, a confirmation dialog box is displayed.

Avaya Agent Web Client 173416 All pops-up from Avaya Agent Web Client hang up in Internet Explorer 7.0.

Chat 173449 Providing HTML based collaboration functionality.

Chat 173450 The VOIP chat functionality is not available in the HTML Chat Client because of the JDK upgrade.

ICEmail Server 173675 Comments are not passed when using the "ForwardOriginal Email" feature for HTML emails.

Avaya Agent Web Client 173686 Under certain scenarios, the Avaya Agent Web Client locks up when cancelling the spelling checker window.

Avaya Agent 173768 When an email with attachment is printed from Avaya Agent, the attachment name is printed in encoded format.

Siebel AIC Driver 174383 Implementation of Pending After Call Work (ACW) functionality in Native Siebel integration.

Avaya IC database 174401 Need to add support for IC 7.1 to run with Microsoft SQL Server 2005.

Telephony Server 174658 The Telephony Server should be able to handle the single-step conference listen-only Connect and Dropevents properly.

Chat 175202 The VoIP applet does not detect the Internet Explorer 7.0 browser properly and starts displaying errors.

Chat 175203 Even after setting the Website property, collaboration in HTML Chat does not get disabled.

Chat 175204 In case of undocked HTML Chat, the post-chat customer survey page is not displayed.

Chat 175206 If the text with linefeed characters is entered in the shared form filling session, the data is notsynchronized across the shared form filling session.

Chat 175259 Applet Chat does not work with Internet Explorer 7.0.

Chat 175260 For an Interactive Voice Chat initiated using HTMLChat, the customer is not notified when the VoIP request is initiated, completed, or dropped.

Chat 175971 When methods from AvayaAudDiag.dll and AvayaAudComp.dll are invoked, an "UnsatisfiedLink" error is displayed on the client side.


Component MR / WI MR / WI Summary Patch Installer 176722 Upon installation failure, the patch installer restoresthe backup files but does not

delete theICServicePack folder.

Patch Installer 176875 Upon installation failure, the patch installer restoresthe backup files but does not rollback java from Java 1.4.2_12 to Java 1.4.2_08.

Patch Installer 176876 The IC 7.1.2 Service Pack Installer fails with the "-console" option.

Siebel AIC Driver 176915 Two OnSiebelWrapUp events are sent to Siebel from the AICD server when a voice contact disconnects in Native integration.

Patch Installer 176920 The Patch Installer does consider the disk space required for the Java update, and fails due to no disk space on the file system. The user is not notifiedabout the failure.

Avaya Agent Web Client 177229 When using the Internet Explorer 7.0 browser with the Avaya Agent Web Client having the 'Always on top' property set to True, the notification popups are hidden behind the parent window and are not displayed on top of the parent window.

Avaya Agent 177271 Emails with non-English charset encoding such as Chinese, Japanese, and Korean are not supported on Avaya Agent.

Patch Installer 177436 Service pack uninstallation failure deletes all the files and folders created by the Service Pack. The user is not provided with the option of correcting the errors and running the uninstaller again.

Avaya Agent Web Client 177475 From the Avaya Agent Web Client, you are unable tosend an email with an inline image as part of a new composition, Reply, Reply All, or Forward. The inline image is not visible to the customer.

Patch Installer 177556 The Patch Installer prompts for the confirmationbefore replacing the files if the files are in use or missing from the Service Pack directory, even though the original file being replaced is older and the Service Pack file is newer.

Patch Installer 177908 When the Service Pack installation is cancelled, JRE gets updated even before the installation startscopying the files from the Service Pack.


Component MR / WI MR / WI Summary ICM Server 158069 When starting the Website, the following error is logged in the Website.log log file -

WebsiteManagerFactory.ManagerInitializer@run() : Error while initializing [TenantManager].Error [java.lang.NullPointerException].

Avaya Agent Web Client 160719 When an agent with Default mode of composition set to HTML composes a new email, the email composition is in HTML. If the agent changes the composition of this email to Plain Text mode and then creates a new email composition, the new email composition is in Plain Text mode rather than being in HTML mode even though the Default Agent preference is set to HTML mode.

ICM Server 162299 In case of error at startup, icm.sh (AIX) scripts still create the logs/icm.pid file and do not start again. The file should be removed if error is displayed at startup.

Avaya Agent 163456 Switching from HTML to Plain text format in Reply / Reply All mode causes improper line breaks in the email message body.

Avaya Agent Web Client 165815 The vertical spacing between lines is lost in someemail scenarios.


Component MR / WI MR / WI Summary Avaya Agent 166097 Cursor does not go to message pane when using the keyboard Tab key in the HTML

mode in Avaya Agent.

Avaya Agent Web Client 166328 The text/email resource are not inserted at the cursor position in the email composition window.

SDK 167174 New container contact_attr created in the SDK needs to be copied to HUB header level to allow SDK data to be saved in the Report server.

Avaya Agent 167752 When you insert Plain text Email/Text Resource in Plain Text email composition mode, the cursor is lost.

Avaya Agent 167755 When you insert HTML Email/Text Resource in Plain Text email composition mode, the cursor is placed atthe first character instead of being placed at the last character.

RL Manager 167814 The Template Properties window hangs oninserting image in to HTML Email template.

Alarm Server 167861 Beginning with IC 7.1 release, Alarm Monitor's "Time" format is changed, and consequently it breaks the "sort" capability.

Telephony server (Aspect CallCenter)

168068 No wrapup counts or durations are recorded realtimein Operational Analyst (OA) for an agent performing a transfer on the Aspect switch.

Avaya Agent 168473 When composing a new email with resource, and composition defaults to HTML, resource is notdisplayed if message body is not clicked first.

WebACD Server 168545 WACD servers suffer memory leak on Windows platform during 65 hours of high volume testing. The memory leak is 0.63 MB per hour.

Report Server 168948 A simpler field is needed in the EDU to report alertsin an email section. This enables the Report Server to get the data into the repository.

Avaya Agent 169189 The text typed for the first contact gets displayed in the message window of second chat contact as well.

Avaya Agent Web Client 169308 A word "null" is appended to email subject when inserting an email resource to the email message body of the reply.

Avaya Agent Web Client 169333 When customer replies to an agent reply, anincorrect value is displayed in the Customer field in the Details tab in the Customer Contacts Details window.

SDK 169374 For the Chinese language, the localized filename attachment in agent email becomes corrupted.

Avaya Agent Web Client 169430 Running a Spellcheck Change All followed by the Undo command returns a runtime error in agentclient.

Web Schedule Callback 169483 For Thai and French languages, the month of "February" is translated incorrectly in the Callback Schedule field. The month of "March" is listed twice, instead of "February" and "March".

Avaya Agent 169487 When you copy text from Notepad and paste the text into Avaya Agent plain text email composition, thenall the pasted text appears as one long line.

Siebel ASIS Server 169555 Change ASIS code to implement conditional UoM methods canChangeBlendingMode() and isAutomaticMode() wherever required.

Avaya Agent Web Client 169622 During the login of 500 agents (the logins are spaced out sufficiently), an exception is noted in the AvayaDebug log.


Component MR / WI MR / WI Summary Web Schedule Callback 169630 The values from different fields such as Phone Number, Question, and Timezone do

not retain every time after you change the Date field.

Avaya Agent Web Client 169659 When the Solaris SDK Server is up for six days, agents are unable to log on. NullPointerException and other errors are reported in the Debug logs.

Avaya Agent Web Client 169675 After declining an email, the email agent state is incorrectly displayed. The email channel is shown as busy and the AuxWork button does not work.

SDK 169680 The login process waits on an indefinite loop in basic service code when Basic Services is in a bad state, causing all subsequent logins from other agents to hang as well.

Web Schedule Callback 169753 In a WSC call, the original contents of the questionare lost and the default value of the Question field is stored in the database.

Chat 169754 When an initial question is entered with the "%" sign, the "%" sign and its immediate next character is not shown on the Avaya Agent.

Telephony server (Aspect CallCenter)

169817 When the customer abandons the call during Consult Transfer, the outside line of Agent1 keeps blinking in the hardphone.

Avaya Agent 169854 If the spellchecker reports a capitalization error, thelist of suggestions is neither cleared out nor populated with new suggestions.

Siebel AIC Driver 169969 Siebel AIC Driver (AICD) is unable to search for virtual IP addresses on Solaris and dynamically loadthem.

SDK 169972 Unable to set values for ContactAttributes with the C# library.

Avaya Agent Web Client 169985 When an HTML resource is inserted into an HTML email composition, the contents of the original email are scrambled.

Avaya Agent 170045 When in Manual Blending mode, the Voice Channel cannot go from one AUX reason code to another AUX reason code if the general agent state differs from the voice channel state.

vespadmin 170048 ICAdmin incorrectly start servers with certain config line sizes in vesp.imp

Avaya Agent Web Client 170093 When creating a Web site resource, an error is displayed when adding an https/secure URL.

Avaya Agent Web Client 170098 The agent login hangs. This may happen when theprimary ORB server, Directory server, and Dataserver are down, and the DCOBridge does not use the failover repository connection.

Siebel AIC Driver 170182 Siebel AICD server is reading vesp.imp file directly.Instead, it should use Directory Server (DS) APIs for reading the vesp.imp file.

Report Server 170320 Report Server crashes when trying to canonize empty Advocate qualifiers string. Canonization was implemented to synchronize RS md5 algorithm with Advocate implementation.

Avaya Agent Web Client 170908 After the contact is completed, the Avaya Agent WebClient is unable to load the reasons and outcome codes in the Custom Wrapup dialog box and thefollowing error message is displayed: "Odd State, no current Interaction".

Avaya Agent 171013 ICEmail does not check for the 'Sender' field in the header.

WebACD Server 171025 IC 7.1 does not have the ability to transfer off-line tasks, such as replying to emails, to agents who may not be immediately available.


Component MR / WI MR / WI Summary Avaya Agent Web Client 171077 The Avaya Agent Web Client wrapup window displays javascript errors when the

user tries toresize the window with one reason/outcome.

SDK 171285 The mail.jar file should be included in the SDK component in the IC patch installer.

Avaya Agent Web Client 171452 On the machine having the latest Microsoft IE security update KB 918899, the Avaya Agent Web Client hangs when any child window is opened.

Avaya Agent 171963 If a customer sends an email message composed in HTML format, the contents of the email message arebroken and HTML tags are displayed all over the email message.

Avaya Interaction Center 172732 JRE needs to be updated to 1.4.2_12.

Avaya Interaction Center 173053 Rogue Wave-8 needs a patch for Daylight Saving Time (DST) 2007.


Known issues and resolutions This section provides the known issues or limitations that pertain to the IC 7.1.6 release, in addition to the IC 7.1.1, IC 7.1.2, IC 7.1.3, IC 7.1.4 and IC 7.1.5 releases. For information about other IC 7.1 known issues that are not directly related to this service pack, refer to the following documentation at http://support.avaya.com.

• IC 7.1 Readme

• IC 7.1 Readme Addendum

The IC 7.1 Siebel Readme is available from the Siebel CD that is delivered with IC 7.1. For more information on known issues in the current and previous Service Packs, refer to the following topic:

Known Issues in IC 7.1.6 The following table lists the known issues in the IC 7.1.6 Service Pack:

Component MR / WI Issue Softphone wi00231071 Status dialog box disappeared from Agent1‘s desk when agent1 > CONF >

agent2 and agent2 > CONF same call > agent3 after agent2 completes conference call from his desk.

Email wi00241733 Email account configured in ICManager is populated in ‘CC‘ if the customer uses a different case while entering the ‘To‘ email address.

AAWC wi00241911 On AAWC, when agent selects the new aux reason while answering the call, after disconnecting the call agent goes to new aux directly without going to ACW.

Email wi00242622 The ‘CC‘ address is blank when customer sends an email with multiple email addresses in ‘To‘ field and Email server configuration is EmailProxy=1.

WCAgentClient wi00246293 Text copied from Microsoft Notepad™ and pasted into email reply by agent is not displayed correctly at the customer end.

TC:UOM:Voice wi00246351 When an AAWC Agent initiates and hangs the call through hardphone before customer can answer it, the agent goes in wrap up state.

Email wi00246516 AAWC are not validating ‘To‘ fields with respect to format of email address as per RFC while replying to email. Note: For information refer to E-mail Address validation in Avaya Agent Web Client.

IC:Server:TSV5 wi00284764 The advocate agent in available state still he does not receive the parked calls.Agents has to go Aux & then in ready state.

IC:Server:Email wi00292014 At times, inline images are not being displayed on AAWC and AARC.

IC:Server:Email wi00292022 Email server corrupts the email message having inline image and attachments , on doing a forward original from webagent.

IC:Client:RichClient:Email wi00313790 French characters are not displayed correctly at agent side (Thick Client) for an incoming email having iso-8859-1 Char Set.

IC:Client:SDK wi00326961 Deleting attachment while forwarding saved email deletes the attachment permanently.

IC:Website wi00326962 IC version 7.1.6 is not displayed on website pages.

IC:Website wi00328056 In Chrome / Safari browser at end-user’s side WebChat window is not getting blinked / focused when an agent sends response.


Component MR / WI Issue AAWC:UOM:Email wi00328062 Header and footer are not displaying properly at customer side when

receiving a reply / fwd email from AAWC agent.

IC:Server:Email wi00328068 Customer receives Text file attachments with header and footer content.

RichClient:WCAgentClient wi00328075 Extra line breaks are inserted when using a html resource in an email composition.

SDK 172072 After stopping the SDK service, installing the IC 7.1.1 Service Pack, and then restarting the SDK Service does not update the .../IC71/sdk/server/icsdk folder files or auto redeploy the icsdk application. SDK fixes are not applied automatically by the IC 7.1.1 Service Pack. The icsdk.war file needs to be redeployed after applying the Service Pack. Workaround: Perform the following steps: 1. After installing the IC 7.1.1 Service Pack, go to the .../IC71/sdk/server folder and rename the entire .../IC71/sdk/server/icsdk folder to .../IC71/sdk/server/icsdkold. 2. Start the IC SDK Service. 3. After successfully starting the SDK Service, verify whether the new .../IC71/sdk/server/icsdk folder is created with the latest jar files.

Siebel AIC Driver 172080 The Siebel Agent application is able to change individual channel states when the value of AllowBlendingModeChange is "Yes" and the value of BlendingMode is "Automatic".

Email 177513 When utilizing the Email templates created using RLManager, the attachments with an uppercase extension cannot be viewed.

IVChat 178298 When the agent initiates transfer of voice call from Avaya Agent, instead of getting transferred, the voice call gets conferenced. However, if the agent clicks the Consult button on the softphone controls, the transfer works correctly. Workaround: To transfer the voice call from Avaya Agent, click the Consult button on the softphone.

IVChat 178305 When one of the agent hangs up the VoIP call from the conference, via Wrap contact from Avaya Agent, the voice call remains active. However, if the voice call is hanged up from the softphone controls, the chat also is removed successfully. Workaround: Manually hang up the call.

Avaya Agent Web Client 178312 In Avaya Agent Web Client, when you press the Enter key while replying to an HTML email in the HTML mode, the cursor moves to the next paragraph instead of the next line. Workaround: Use Shift+Enter instead of Enter.

Avaya Agent Web Client 178313 In Avaya Agent Web Client, while replying to a HTML based email in HTML mode, the Delete key on the keyboard does not delete the text in the email composition. The Backspace key works but the Delete key cannot be used to delete all or part of the email composition. Workaround: Move the cursor to the end of text you want to delete in the email composition window and use Backspace instead of Delete.

Patch Installer 178370 During the Service Pack installation, if the %AVAYA_IC71_HOME%/Java/bin folder is in use then the pre-install script fails and the installation is aborted. Consequently, all the contents of %AVAYA_IC71_HOME%/Java/bin folder are removed and, as a result of this, the IC Servers and Avaya Agent fail to work, as the required Java files are missing. Workaround: Ensure that the <AVAYA_IC71_HOME>/Java folder is not being used or accessed during the Service Pack installation.


Component MR / WI Issue Patch Installer 178372 Avaya Agent uninstaller does not remove the ServicePack folder that is

already installed. Workaround: Manually remove the Service Pack folder.

IVChat 178398 If the customer closes the chat session when the IVChat call placed by agent is still ringing, the agent does not get the wrapup dialog box.

Siebel AIC Driver 178432 In Native Siebel integration, when the agent is composing a new outgoing email and an incoming voice call comes in to that agent, then the email composition window is lost.

Siebel AIC Driver 178466 On Hybrid Siebel, when an agent, handling all the channels, tries to consult a voice call to another agent, then the email of the agent transferring the call is reflected at the desktop of the agent to whom the call is transferred. In a normal scenario, only the voice call is transferred to the other agent.

Avaya Agent 179793 When creating a new resource in Avaya Agent, the cursor is not placed on the first line of the message composition area.

Avaya Agent 179951 If you click the mouse button on the Resource Pane after typing the name for a new folder with a given name, the folder is named as Default instead of the given name. This issue occurs only when you click the mouse button instead of pressing Enter on the keyboard.

Web Schedule Callback 182631 Update the environment variable ..IC71\Java\bin\ server by value ..\IC71\Java\bin\client and reboot the system.

IC Manager 182811 In the IC Manager, when editing a Voice Queue Device in the Device Editor, in a particular scenario, you will receive a "Missing TS Set" error while applying changes even though the value is set for TS set. Workaround: In the Device Editor, go to Voice tab, click TS Set and click Cancel in the popup window. Go to General tab and click Apply/Ok.

WCagentClient 182812 WCagentClient: While saving an attachment the window pop up with options as SAVE,OPEN & CANCLE.If you click on Close (X) button of this window then the attachment gets opens automatically.

DB2 8.1 Third party issue

If DB2 database machine time is changed and the changed time is prior to the database creation time, then DB2 doesn‘t recognize SQL statements and this will bring IC to complete halt.


Documentation Errata This section provides an outline of errors in the IC 7.1 documentation.

Default time limit for email activation RONA Page 160 of the Avaya Interaction Center Release 7.1 IC Administration Volume 2: Agents, Customers, and Queues document does not contain the correct location of the Web Agent application properties file.

The Web Agent application properties file is located at: AGENT_HOME_DIR\IC71\Webagent\Application.properties

Oracle client and server configuration parameters The Avaya Interaction Center Release 7.1 IC Installation Planning and Prerequisites document does not contain information for setting Oracle client and server configuration parameters.

Setting these parameters enables customers in the Oracle environment to have proper timeouts that prevent dataserver hangs.

Avaya recommends that the following parameters should not be set to 0. Setting them to 0 implies an indefinite wait. These parameters should be set to any positive number to optimize the use of network and computer resources. For details on parameter definition and their values, refer Oracle documentation.

Example:

On the database client machine:

1. Add the following to the <oracle_home>/network/admin/sqlnet.ora file

sqlnet.expire_time = 60

sqlnet.inbound_connect_timeout = 10

sqlnet.inbound_connect_timeout_listener = 8

names.initial_retry_timeout = 30

2. Restart the dataserver if it is running.

On the database server machine:

1. Add the following to the <oracle_home>\NETWORK\ADMIN\listener.ora file

CONNECT_TIMEOUT_LISTENER = 120

2. Restart the Oracle TNS listener service.

Languages supported by the Content Analyzer Page 121 of the Avaya Interaction Center Release 7.1 IC Administration Volume 1: Servers and Domains document and page 121 of the Avaya Interaction Center Release 7.1 IC Installation Planning and Prerequisites document does not contain a complete list of languages that Content Analyzer can identify.

Content Analyzer can identify the following languages:

• English

• Chinese

• French

• German


• Italian

• Japanese

• Korean

• Portuguese

• Spanish

Out of Office option Page 86 of the Avaya Interaction Center Release 7.1 IC Administration Volume 2: Agents, Customers, and Queues document contain inadequate information regarding the Out of Office option when creating an agent.

The Out of Office option is available only if Interaction Center is integrated with Business Advocate.

AuxRONAReasonCode property Page 219 of the Avaya Interaction Center Release 7.1 IC Administration Volume 2: Agents, Customers, and Queues document have not mentioned that the AuxRONAReasonCode property works only if Interaction Center is integrated with Business Advocate.

IC-Siebel Integration support for Solaris Page 44 of the Avaya Interaction Center Release 7.1 Avaya IC for Siebel 7 Integration document has mentioned that Avaya IC-Siebel Integration is supported for Solaris 8 and Solaris 9.

IC-Siebel Integration is supported only for Solaris 9.

HeartBeatTimer property Page 276 of the Avaya Interaction Center Release 7.1 IC Administration Volume 2: Agents, Customers, and Queues document instructs the user to set the HeartBeatTimer property at Agent/Desktop/WebClient/Connection.HeartBeatTimer.

This property is deprecated and should not be used. Instead of this set themessaging.session.heartbeat property in the web.xml file.

To configure the Heartbeat timer or ping interval for testing webclient and WAS server connectivity

1. Browse to the IC_INSTALL_DIR\IC71\WebClient\web\WebContent\WEB-INF directory.

2. Edit the web.xml file in a text editor.

3. Search for messaging.session.heartbeat entry. If the exist, the default value 60 is set.

4. If the entry does not exist, add messaging.session.heartbeat entry in the web.xml file.

5. Set the messaging.session.heartbeat to the required ping interval in seconds.

For example:

<env-entry>

<description>The ping interval for testing the client/server connectivity. Default is 60 seconds.

</description> <env-entry-name>messaging.session.heartbeat</env-entry-name>

<env-entry-value>60</env-entry-value>


<env-entry-type>java.lang.String</env-entry-type>

</env-entry>

6. Save the file.

Wrap up codes Page 165 of the Avaya Interaction Center Release 7.1 IC Administration Volume 2: Agents, Customers, and Queues document contains inappropriate information for creating the Wrap up Codes.

To create a new wrap up code:

1. In the IC Manager, select Tools > Codes. The Codes Manager window opens.

2. In the left pane of Codes Manager, expand the tenant for whom you want to create a new code. The associated category groups are displayed.

3. Expand Category Groups.

4. Right click a category group and click New. The Wrapup Code Editor window opens.

5. Enter the following details:

• Name: The name of the code. This name must be unique.

• Displayed Name: The localized text string that Avaya Agent displays when an agent requests a list of wrap up codes. Ensure that the string is short but descriptive.

• Description: The complete description of the code.

6. Click Ok.

To create an outcome code:

1. In Codes Manager, expand a tenant.


3. In a particular category, select Wrapup Codes > Generic Codes.

4. Right click Outcome Codes and select New.

To create a reason code:



3. In a particular category, select Wrapup Codes > Generic Codes.

4. Right click Reason Codes and select New.

To create a generic code:



3. In a category group, expand Wrapup Codes.

4. Right click Generic Codes and select New.

Note: The generic code is always displayed to the agent.

To create a new category group:


1. In the Code Manager, expand a tenant.

2. Right-click Category Groups.

3. Click New.

Creating Windows Service for Web Services Page 382 of the Avaya Interaction Center Release 7.1 Installation and Configuration document contains information on configuring Web Services, but does not contain information on how to run the icwebservices.bat and what parameters to pass to actually configure the webservices tomcat instance for windows service.

After you configure Web Services of Avaya Interaction Center Release 7.1 Installation and Configuration document, execute the following command to create the Windows service:

IC71\tomcat\bin\icwebservices.bat install <ServiceId> <Service Description\Name> server.icwebservices.xml

Note: Perform these steps on Windows only. You do not need to create a service on Solaris or AIX.

Changing the service port for the Paging server Page 428 and page 439 of the Avaya Interaction Center Release 7.1 Installation and Configuration document instruct the user to change the paging server port, from the property section in Agent/Desktop/WAC. The field "Service Port" is not available under Agent/Desktop/ WAC.

To change the service port for the Paging server, update the Paging server configuration in IC Manager.

To set the Service Port:

1. In IC Manager, double-click the Paging server in the list of servers.

2. Select the Paging tab.

3. Change the port number in the Service Port field.

4. Click Apply and then click OK.

Configuring the WebACD server for Email Management Page 271 of the Avaya Interaction Center Release 7.1 Installation and Configuration document contains a procedure to configure the WebACD server for Email Management when WebACD server and IC Email server are on different machines. The information given is not clear regarding configuration of the server.

You must specify the host name of the ICEmail server on the WebACD Configuration page, if you install the WebACD server and ICEmail server on different machines or on the same machine.

Enabling the Application Server role The Avaya Interaction Center Release 7.1 IC Installation Planning and Prerequisites document does not state that enabling the Application Server role is a pre-requisite for Advocate

To configure Windows Server 2003 with an Application Server role:

1. Select Start > Settings > Control Panel > Administrative Tools.

2. Double-click Manage Your Server.

3. In the Manage Your Server window, select Add or remove a role.

4. In the first window of the Configure your server wizard, select Next.

5. In the second window of the Configure your server wizard:

a. Select Application Server from the Server Role column.


b. If the Configured column displays:

• Yes, and then select Cancel. This means the Application Server Role is enabled.

• No, then select Next.

6. Select Next on all remaining windows of the Configure your server wizard.

Creating a user account for Installing the Interaction Center Page 25 of the Avaya Interaction Center Release 7.1 Installation and Configuration document contains incorrect information about creating a user account for installing IC.

Only the root user can install Avaya IC 7.1 on Solaris and AIX machines.


Contacting support

Contact Support Checklist

Customers in the U.S. can contact Avaya Interaction Center Support via the WWW, email, and telephone.

• Logging in to the Avaya Technical Support Web site http://support.avaya.com

• Emailing to [email protected]

• Calling from 8:30 a.m. to 8:30 p.m. (Eastern Standard Time), Monday through Friday (excluding holidays).

• Toll free in the U.S. and Canada: 1-800-242-2121

• Direct line for international and domestic calls: 1-720-444-5304

International customers should contact their regional Avaya Center of Excellence (COE) for assistance.

Note: For any problems seen after the IC 7.1.6 installation, collect logs from following directories:

If you are having trouble with the Product, you should:

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.

Contact Support Tasks

You may be asked to email one or more files to Technical Support for analysis of your application and its environment.

Documents

Avaya Interaction Center Release 7.1.6 Readme · Avaya Interaction Center (IC) software updates are distributed in service packs. The Avaya Interaction Center (IC) 7.1.6 Service Pack