Avaya Operational Analyst. Release 7.3 Release Notes

Transcription

1 Avaya Operational Analyst Release 7.3 Release Notes May 31, 2012

2 Contents Contents... 2 Introduction... 4 Operational Analyst functionality... 5 Product interoperability... 6 Interoperability with Interaction Center... 6 Interoperability with Call Management System... 6 New and Updated features of OA CMS R16.1 support... 8 CMS R16.2 support Windows Platform Upgrade Support for Windows 2008 (64-bit) R2 (Standard/Enterprise Edition) Support for Windows 7 (64-bit) Support for MSSQL 2008 R2 (64-bit) Enterprise Edition Support for Oracle 11.2g (64-bit) Enterprise Edition Support for VMware Support for ADS on Windows OA upgrade paths Fixed customer reported issues Fixed issues Known issues Installation Data content Basic Reports Real-time Tabular reports Event Collector Miscellaneous Hints and tips Installation Administration client Data content Reports Use pursuant to the terms of your signed agreement or Avaya policy. 2

3 Real-time Historical Event Collector Miscellaneous Customer documentation Technical Support Use pursuant to the terms of your signed agreement or Avaya policy. 3

4 Introduction The Operational Analyst 7.3 Release Notes provides information, such as new and updated features, Known issues, Fixed issues, and OA operational hints in the 7.3 release. This document provides late-breaking information to supplement Operational Analyst software and documentation. For updated documentation, product support notices, and service pack information, go to the Avaya Support Center Web site at: Use pursuant to the terms of your signed agreement or Avaya policy. 4

5 Operational Analyst functionality Avaya Operational Analyst (OA) is the data collection and decision support system for Avaya Interaction Center (IC) and Avaya Call Management System (CMS). The Avaya OA data collection system collects IC real-time events and processes them into summarized realtime and historical data. It however only supports, collecting historical data and reporting for the CMS. The Avaya OA decision support system utilizes the stored real-time and historical data to report on most aspects of your contact center operation through: Avaya OA Basic Reports and tabular reports that provide data visibility and analysis, enabling contact center supervisors to efficiently manage agent activities and to verify that the system is achieving service level goals across all channels. Avaya OA Advanced Reports, COGNOS based reports that provide historical analysis on each Interaction Center channel and provide reporting for the IC Business Applications. OA 7.3 is primarily targeted for OA 7.1.x customers starting with OA release up to OA Note: OA customers on up to can move over to OA version of 7.3 by virtue of Data Migration. Refer to IC/OA 7.3 Software Upgrade and Data Migration Guide for more information. OA customers prior to software release have to first upgrade their software to minimum of OA version and thereafter migrate over to OA 7.3. Refer to the respective OA 7.1.x guides on the appropriate procedure for OA software upgrade. OA 7.3 is currently not targeted or supported from upgrade from any previous version of OA 7.2.x. One can also fresh install OA 7.3 on platforms mentioned in the OA 7.3 Installation Planning and Prerequisite Guide. The OA 7.3 release comes with an added platform support for Windows 2008 R2 (x64) bit, however Windows 2003 version supported in previous OA releases would be completely de-supported. Refer to the OA 7.3 Planning and Pre-requisite guide and Installation and Configuration guides for detail information on platforms and databases supported for OA 7.3. Use pursuant to the terms of your signed agreement or Avaya policy. 5

6 Product interoperability Avaya OA 7.3 offers interoperability with numerous releases of Avaya Interaction Center (IC) and Avaya Call Management System (CMS). The following sections describe the interoperability between these products. Interoperability with Interaction Center Interoperability with Call Management System Interoperability with Interaction Center The following table shows the specifics of which IC and Avaya OA versions are certified by Avaya being as interoperable and supported combinations. OA 7.2 OA OA OA OA OA 7.3 IC 7.2 x x IC x IC x IC x IC x IC 7.3 x Interoperability with Call Management System The following table shows the interoperability of recent releases of Avaya OA with recent releases of CMS. OA 7.2 OA OA OA OA OA 7.3 CMS 14 x x x* x* x* CMS 15 x x x x x x CMS 16 x x x x CMS 16.1 x** x** x** CMS 16.2 x x x Notes: * OA 7.2.2/7.2.3/7.2.4 would also be backward compatible with CMS R14 with an arrangement where the AOA forwarders would be running OA version on Solaris 9 CMS box, whereas other OA components are running the respective OA 7.2.x releases on existing supported platforms. However OA 7.3 has dropped support for CMS 14.Support for CMS software starts from R 15 onwards up to R 16.2 only. ** OA 730 would support CMS 16.1 in an arrangement where OA would consider CMS 16.1 as a CMS R16 and treat its historical interval data and the ECH data as per CMS R16 format/version. Use pursuant to the terms of your signed agreement or Avaya policy. 6

7 OA 730 would support CMS 16.2 in an arrangement where OA would consider CMS 16.2 as a CMS R16 and treat its historical interval data and the ECH data as per CMS R16 format/version. Use pursuant to the terms of your signed agreement or Avaya policy. 7

8 New and Updated features of OA 7.3 OA 7.3 further provides support for the following new features: CMS R16.1 support OA 7.3 has been tested and certified against CMS R16.1. However OA 7.3 does not support CMS R16.1 completely. The additional column data added in the interval tables of CMS R16.1 would not be exported to the OA historical database. The OA data model for CMS R16.1 would be treated as per the CMS R16 database model. CMS R16.1 added new data items to support CM 6 features that include: Interruptible AUX Preferred Skill Level Routing OA 7.3 Data model however does not support the above features that are included as part of the different interval tables for CMS R16.1. Following are the specific changes that are made to the CMS R16.1 interval tables. CMS DB Interval Table OA DB Table (Historical) Column Description hagent hcmsagent/dcmsagent/ wcmsagent/mcmsagent INTRNOTIFIES Number of interrupt notifications for the agent. ACCEPTEDINTRS Number of interrupts accepted by the agent. REJECTEDINTRS Number of interrupts rejected by the agent. INTRDELIVERIES Number of calls delivered to the agent upon interruption hsplit hcmsskill/dcmsskill/ wcmsskill/mcmsskill INTRDELIVERIES Number of calls delivered to interrupted agents in the skill. AGSURPDELIVERIES AGSURPPREFCALLS Number of calls delivered to the agents in the skill upon agent surplus condition Number of calls delivered to preferred agents in the skill upon agent surplus condition Use pursuant to the terms of your signed agreement or Avaya policy. 8

9 CMS DB Interval Table hvdn OA DB Table (Historical) hcmsvdn/ dcmsvdn/ wcmsvdn/ mcmsvdn Column AGSURPNPREFCALLS CALLSURPDELIVERIES AGSURPDELIVERIES AGSURPPREFCALLS AGSURPNPREFCALLS CALLSURPDELIVERIES Description Number of calls delivered to non-preferred agents in the skill upon agent surplus condition. Number of calls delivered to the agents in skill upon call surplus condition Number of calls delivered to the agents via the VDN upon agent surplus condition. Number of calls delivered to preferred agents via the VDN upon agent surplus condition. Number of calls delivered to non-preferred agents via the VDN upon agent surplus condition. Number of calls delivered to agents via the VDN upon call surplus condition. For CMS 16.1, the following internal or external call record items for which the support was added in R16.0 are activated: INTERRUPTDEL: Whether the call is delivered to an interrupted agent. Valid values are: 0: agent is not interrupted from AUX. 1: auto in interrupt 2: manual in interrupt 3: notify interrupt AGENTSURPLUS: Whether the call is delivered based on agent surplus condition. Valid values are: 0: NA 1: Agent Surplus 2: Call Surplus AGENTSKILLLEVEL: The skill level of an agent to whom the call is delivered. PREFSKILLLEVEL: Whether the call is delivered to preferred agents. Valid values are: 0: NA, the call was not delivered through the preferred skill level check vector command or no skill preference was specified. Use pursuant to the terms of your signed agreement or Avaya policy. 9

10 1: The agent's level for the skill does not match the level specified in the check vector command. In other words, the agent is not a preferred agent. 2: The agent's level for the skill matches the preferred skill level specified by the check vector command. In other words, the agent is a preferred agent The values for above ECH properties had a value of '0' for CMS 16.0, however in OA 7.3 the above ECH properties reflect the new values only for CMS 16.1/16.2. For more information about the above features, see the CMS R16.1 and CM 6 User Guides. Note: If CMS was a valid source of data to OA 7.1.x, then as part of OA 7.3 Data migration, few DB scripts have to be manually executed to bring existing OA 7.1.x database to OA 7.3 to support CMS 16, Refer to the IC/OA 7.3 Software Upgrade and Data Migration Guide for more information. CMS R16.2 support OA 7.3 has been tested and certified against CMS R16.2. No functionality change in any of the CMS interval tables. No changes to the ECH functionality. There is no functionality difference from between CMS 16.1 or 16.2 from OA product perspective. For more information about the above features, see the CMS R16.2 User Guide. Note: If CMS was a valid source of data to OA 7.1.x, then as part of OA 7.3 Data migration, few DB scripts have to be manually executed to bring existing OA 7.1.x database to OA 7.3 to support CMS 16, Refer to the IC/OA 7.3 Software Upgrade and Data Migration Guide for more information. Windows Platform Upgrade Following additional platform support has been added by the current OA 7.3. Note: OA 7.3 will completely de support Windows 2003 platform supported in earlier version of OA. Refer to OA 7.3 planning and pre-requisite guide for more information on Windows platform support. Support for Windows 2008 (64-bit) R2 (Standard/Enterprise Edition) OA 7.3 supports the 64-bit version of Windows 2008 R2 Standard and Enterprise edition. OA 7.3 can only be fresh installed on this 64-bit platform. Support for Windows 7 (64-bit) OA 7.3 SP supports the 64-bit version of Windows 7. Following table shows the OA components compliant matrix for the newest platform supported. OA Components Data API utility Compliance Compliant Use pursuant to the terms of your signed agreement or Avaya policy. 10

11 OA Components Administration Client Compliance Compliant Note: Reports can now be viewed on the Windows 7 client platform using the default IE 8 browser. For more details related to viewing of Operational Analyst Reports, refer the OA Installation and Configuration document for OA 7.3. Support for MSSQL 2008 R2 (64-bit) Enterprise Edition OA on Windows 2008 R2 supports only MSSQL 2008 R2 64 bit version. Both co-resident and backend configurations of OA and MSSQL database are supported. Support for Oracle 11.2g (64-bit) Enterprise Edition OA on Windows 2008 R2 supports only Oracle 11.2g 64 bit version. Both co-resident and backend configurations of OA and Oracle database are supported. Support for VMware OA has been tested for deployment on VMware 4.0. Support for ADS on Windows 2008 OA has been tested to be working with Active directory on Windows 2008 R2 (64 bit). Support for Tomcat Web server on Solaris OA 7.3 on Solaris supports Tomcat version and is bundled along with the OA installer. OA 7.3 has discontinued support for Sun One web server. Use pursuant to the terms of your signed agreement or Avaya policy. 11

12 OA upgrade paths In OA 7.3 release, there is no support for OA upgrade from earlier version of OA 7.2.x. The 7.3 release is primarily targeted for 7.1.x customers through Data Migration only. Use pursuant to the terms of your signed agreement or Avaya policy. 12

13 Fixed customer reported issues The following table lists the customer reported issues fixed in the OA 7.3 release. MR / WI number wi wi wi wi wi wi wi wi MR / WI Summary EC server does not clear the active pool when ADU server goes down. EC Shuts down when ADU server goes down Spanish n and c cause cmssynonyms entries to be rejected Date range field has to be increased for OA Basic Reports. OA installation on Solaris platform is rendering the OS non-operational Documentation change for "Installing Oracle database client software on Solaris" OA ECB does not send a proper events to OA, when Profile plus is used in Advocate Administrator Agentsvcclass contacts completed and Svcclassummary contacts completed do not match Use pursuant to the terms of your signed agreement or Avaya policy. 13

14 Fixed issues The following table lists the issues that were found significant and fixed in the OA 7.3 release. MR / WI number wi wi wi wi wi wi wi wi wi wi MR / WI Summary Data Export throws exception on Aix platform for user of "oaadmin group OA Installer Support for CMS 16.x versions Version number is not displayed in windows uninstall wizard. Improper version number is mentioned in General Report Help Event Collector leaks memory with ADU entities in EC active pool, when few ADU servers are down OA Tabular Report Wizard Folder for Real-time Standard Reports contain list of two Reports related to outbound jobs which are not supported Unable to install OA on AIX OA installer is checking for the existence of package "xlsmp.aix52.rte". To check the package it is using "lslpp -L grep xlsmp.aix52.rte" command. Package name "xlsmp.aix52.rte" is very specific to AIX update level. On AIX 6.1 Update 3 higher version of xlsmp.aix52.rte package is present but installer is checking for the particular version of package and it is failing. For Solaris platform while installing OA, IC installed location window gives example of Windows path instead of Solaris path. If we install only EC on IC AIX/Solaris system, EC does not start up. Install OA on AIX, run.profile from /opt/bi path, pa doesn't start up Use pursuant to the terms of your signed agreement or Avaya policy. 14

15 Known issues This section lists problem descriptions and workarounds for known defects in OA 7.3 Release. This section contains the following topics: Installation Basic Reports Real-time Tabular reports Event Collector Miscellaneous Installation MR / WI number wi wi Problem description Installer should check IC User for necessary permissions/roles, clarify error dialog, update document. The AOAWeb file does not start (or stop) when the Solaris server is started or stopped. Workaround See Creating an IC database user for Windows SQL site in Operational Analyst 7.2 Installation Planning and Prerequisites guide. In /etc/init.d/aoaweb change "$i" to "$1", then, execute: chmod u+x /etc/init.d/aoaweb During installation this error message may appear: Click CONTINUE to complete the installation. Administration Client, Report, and Report Writer access is unaffected by the appearance of this error message. Use pursuant to the terms of your signed agreement or Avaya policy. 15

16 MR / WI number Problem description Workaround Forwarders and recorders may not be enabled after initial installation and configuration. This problem occurs randomly and affects random forwarders and recorders On AIX, if for some reason you uninstall and reinstall OA, the reports1 and reports2 pages cannot be found. To resolve this problem, you must manually enable the disabled forwarders and recorders for the historical stores through the Administrative client. The following steps outline the recommended method for enabling the forwarders and recorders: 1. Open the Administration client. 2. Select Subsystems. The Subsystems screen displays in the right pane. 3. Select a Source subsystem. 4. Click Modify. The Modify Subsystem screen displays in the right pane. 5. In the Historical data flow (Forwarders/Recorders) panel, scroll to locate any disabled forwarders or recorders. 6. Select the associated check box. 7. Click OK. 8. Click Save. 9. Repeat Steps 4 through 8 for each Source subsystem. Before reinstalling again, remove directories and files under the /opt and /home/biadmin directories. cd to the appropriate directory and run the following commands: rm -rf data rm -rf odata Use pursuant to the terms of your signed agreement or Avaya policy. 16

17 MR / WI number wi Problem description Basic Reports fails to get installed and Run on Windows Desktop OS (Windows). Following error/exception observed in the vrpt.log in the %temp% windows directory. com.installshield.product.actions.un installerjvmresolution, err, unable to prompt user for JVM replacement - - cannot copy/install JVM (Oct 27, :48:57 AM), Setup.product.install, com.installshield.product.service.pr oduct.purejavaproductserviceimpl$ins taller, err, ProductException: (error code = 601; message="jvm not found") STACK_TRACE: 8 ProductException: (error code = 601; message="jvm not found") at com.installshield.product.actions.jv MResolution.install(JVMResolution.ja va:171) at com.installshield.product.service.pr oduct.purejavaproductserviceimpl$ins tallproduct.checkuninstallerjvmresol ution(purejavaproductserviceimpl.jav a:4793) Workaround Make sure we do not have any existing OA Avaya client applications installed on the same machine. It may so happen that an OA Admin client has been previously installed on the same machine causing an JVM folder clash with the same name <OA_Install_Dir>/Avaya/_jvm As a workaround, the Basic Reports should be run on altogether a different machine which doesn t have any Avaya client already installed on it. Use pursuant to the terms of your signed agreement or Avaya policy. 17

18 MR / WI number Problem description Workaround wi Reinstallation of OA 7.3 build gives error for Windows 2008 as follows and the installation may fail with following error. Press OK and then Cancel the OA Installation. This is a known issue for Windows 2008 platform. This may happen in case if OA components are being reinstalled in location that is different than the previous location of installation and the earlier location folder may have either been deleted or renamed. In such cases as a workaround, Look for the following file by name vpd.properties. It is generally present in the following location for C:\Users\<administrator.domain>\Windo ws\vpd.properties. The user administrator.domain is the user with which OA was installed earlier. The user may not be part of any domain in which case look for that particular user in the Users folder. As a safety measure, first backup this vpd.properties file. Thereafter open this file for editing (No wrap mode/word wrap disabled mode) and locate for an entry with following key as the first column (generally contains only 1 entry) and look for something similar below as follows b6ae88bc00dbc965d671382cf7816b /08/2009 1=Avaya Operational Analyst Avaya Operational Analyst On locating the same, one should delete this particular entry and save the file. Note: If no other Avaya component like Avaya IC has been previously installed on this machine and this is a fresh reinstallation of the OA components, then you can rename this file to some other name and try re-installing OA thereafter. Once OA has been successfully installed, one can very well delete the renamed vpd.properties file. A new vpd.properties file would be created in such a case. Restart the OA Installation thereafter Use pursuant to the terms of your signed agreement or Avaya policy. 18

19 MR / WI number wi Problem description Allows OA Installation for CMS/IC even if password is wrong for OA admin user. Similar behavior is observed for CMS/Informix user. Special Case For Solaris Situations where OA Admin user OR the Informix user has password field length of exactly 8 characters. It is observed that during OA installation, if the user enters the password correctly up to 8 characters but, thereafter enters few additional incorrect characters beyond 8 characters length; the user is authenticated successfully. Workaround In Solaris, it so happens that the default cryptography algorithm only verifies for password validity up to 8 characters only. Please refer to the appropriate Solaris administration guides for changing cryptography algorithm other than the default to have strong password verification rules beyond the stipulated 8 characters. Also refer to the appropriate CMS documents if this option can be enabled w/o any issues for proper working of CMS on Solaris. Data content MR / WI number wi and wi Problem description There is a situation that exists that can cause entity (Agent, Service Class, or Queue) time in state durations reported by OA reports to be exaggerated. The situation can be encountered when an Operational Analyst server is overloaded and does not have the resources required for processing the amount of data being generated. The main cause of the problem is a server that is not sized appropriately to handle a given traffic load. Traffic load can be defined as the number of contacts being handled per hour in the case of the real-time server, or the number of reports currently running when referring to the reporting server. The problem can also be seen when there is a network failure that causes data to be buffered by the Event Collector. If the connection is short enough for the Event Collector to buffer all of the data generated during the failure, there will be a brief period of time where durations will be exaggerated while the real-time subsystem is processing the buffered events. This should be a very short term issue and the durations should be accurate again once all of the buffered events have been processed. Workaround If the root cause of the problem is that the server does not have the resources to process the volume of traffic, either the traffic volume will have to be reduced, or new hardware will have to be provided that is sized to handle to traffic volume. If the root cause is a network failure, the problem will be resolved without any intervention once the buffered data has been processed. Use pursuant to the terms of your signed agreement or Avaya policy. 19

20 MR / WI number Problem description Workaround wi When using CRDS, network outages of more than 10 seconds can cause some report instances to stop receiving updates from one of their real-time sources. This causes data on the report to be stale. Network outages lasting fewer than 10 seconds do not have this issue. Stop the report instance for 2 minutes and re-launch the report. wi The real-time database SvcClassSummary.WkInQueueDur and SvcClassSummary.AbandDur column values may fluctuate between relatively high numbers and relatively low numbers. IC/OA Configurations Impacted: IC implementations using Blender routing (that is, non- Advocate installations) Multiple real-time subsystems are configured Real-time only Conditions Triggering the Problem: Of the configured real-time subsystems, none have been running more than 24 hours. One of the following conditions must also be true: There is a relatively large lag between start times of the configured real-time subsystems, or One or more, but not all, of the real-time subsystems restart (for example, a manual restart or an automatic restart after an unrecoverable error) The value fluctuations are visible on two real-time reports (Service Class Status and Service Class Performance) and any Data Export queries involving the above columns. The duration of this behavior is dependent upon the interval associated with the *Dur column. OA maintains statistics for five interval durations. In general, the behavior will persist until the interval being monitored rolls-over or restarts. After the interval rollsover, the problem resolves itself. Basic Reports MR / WI number Problem description Workaround Use pursuant to the terms of your signed agreement or Avaya policy. 20

21 MR / WI number wi wi wi Problem description Interval-based information appears to be missing from reports. This can occur if the Event Collector and Data Manager processes quit communicating for any reason, and that communication is not re-established prior to the next scheduled interval rollover (i.e., at the top of the hour or half-hour). Data gets reported to historical for the correct interval, but not until the Event Collector/DataManager connection is restored. Real-time and historical reports list IC "pool_" queues in the choices for service class. Need to specify port number in reports URL as OA 7.3 bypasses IIS for Windows. Workaround Determine why the connection between Event Collector and DataManager is inactive. You may need to restart either the Event Collector or the Data Manager. Ignore queues with names "pool_" concatenated with the name of an IC mailbox for . Do not use these queues in a report on the real-time or historical database. For Windows, specify port number 8999 in the reports URL. For example, address>:8999//reports1/index.jsp Real-time MR / WI number wi wi Problem description An error, "updatebasesvcclassstate():rt_682 - State duration less than -1. Base and interval durations will not be updated" logged by Data Manager in the CentralErrorLog. Another possible reason for this error is the delay in appearance of the "ADU event stream (terminate message)" when the channel work item was already completed. DM Error on Interval Roll-over: State duration less than -1. Base and interval durations will not be updated. Workaround Perform a detailed analysis of "ntp service/time sync" software to determine which server(s) does not perform time-sync operation correctly, and thus does not reflect the current time. Then correct the time-sync operation of that server. No workaround. Check the OA Event Collector and DM event buffer logs, to verify that the ADU terminate message of a channel state event came in late. Use pursuant to the terms of your signed agreement or Avaya policy. 21

22 Tabular reports MR / WI number wi and wi Problem description In localized TRW reports, Channel names are displayed in English, regardless of the browser s Locale setting. Workaround No workaround On a Thai or Portuguese system following an install or system reboot, the Tabular Report Audit logs messages in English. This causes the Audit Report viewer to display the logged messages in English in the Log Entry column of the report. Restarting Stumbras will cause new Audit messages to be logged in the correct language, Thai or Portuguese. Viewing the Audit Report will display the newly logged messages in the appropriate language. Previously logged entries in English will still display in English. Event Collector MR / WI number wi Problem description Standby ECB unable to connect to MSMQ pa_admin despite permissions to the queue appearing to be correct. As well as Unable to do pumpup. Workaround Most of the time, when Standby ECB option is selected, the pa_admin queues permissions are not relevant. To resolve this kind of issue follow the given steps. 1. Register the below dll s on standby site. regsvr32 <ICPATH>\bin\MxGenLog.dll" regsvr32 "<ICPATH>\bin\Routing.dll" regsvr32 "<ICPATH>\bin\MXPOI.dll" regsvr32 <ICPATH>\bin\MxDataStore.dll" Please copy the above dlls from the IC Primary server. 2. After registering dlls Check the permission for Everyone" as well as "Anonymous" on pa_admin private queue. Use pursuant to the terms of your signed agreement or Avaya policy. 22

23 Miscellaneous MR / WI number wi wi wi Problem description Data Export Utility "-x" option creates an empty file that does not contain the XML schema. This problem does not affect the XML data, which is returned as expected, either in a file specified by the "-o" option or in standard out. The following informational message appears in the Event Viewer every two to three minutes. The description for Event ID (0) in Source (Naming Service) cannot be found. The local computer may not have the necessary registry information or message DLL files to display messages from a remote computer. You may be able to use the /AUXSOURCE= flag to retrieve this description; see Help and Support for details. The following information is part of the event: naming: object binding added. MOM service doesn't start after installation on AIX platform. Workaround None This causes no harm to OA operation, but you may want to increase the log size of the Event Viewer and turn on the Wrap option. Run pa start all on the command prompt to start the MOM process. Use pursuant to the terms of your signed agreement or Avaya policy. 23

24 Hints and tips This section describes hints and tips that you may find useful when you work with OA 7.3. This section includes these topics: Installation Administration client Data content Reports Real-time Historical Event Collector Miscellaneous Installation Description During a re-install (otherwise known as a repair), a panel pops up indicating the progress of the install in terms of the percentage currently completed. For a re-installation (repair) of a previously installed component, this percentage will prematurely indicate 100% when a significant amount of the install remains to be completed. The following message may appear when using the OA Installer to add a subsystem. "One or more errors occurred during the replacement of files (WinCoreFiles_libraries) with files (WinCoreFiles_libraries). Refer to the uninstall log for additional information" On AIX, a message from the operating system: "User Defined Signal 2" may appear in the shell from which the installer was executed. After this is seen, a prompt will appear. The installation of Source - CMS may hang indefinitely when the installation is near completion. If the OA installer is copied to a directory with an underscore, "_", in its path, the installer fails. Action No action required. A screen will be displayed indicating installation is complete. This could take about 45 minutes. Ignore this message and click the "next" button. This problem will not affect the installation. No action required. The installation will proceed and finish successfully. Terminate the install process (click Close on the "-" drop down menu). Re-install Source - CMS. The install files must reside in a path without "_" in any component of the path. Use pursuant to the terms of your signed agreement or Avaya policy. 24

25 Description The OA installation & Configuration guide specifies that during installation of OA, in case the OA database doesn t exist before, it would be created automatically by the installer. However for Windows system having MSSQL 2008 an error dialog is popped up indicating that the OA database has not been created and needs to be created before installation can proceed further. Refer to wi Action For co-resident and backend MSSQL 2008 DB, an OA database and an OA database user must be created beforehand for the installation to proceed further. Administration client Description The data types displayed in the Administration Client's Schema screen are logical types, not the physical data types of the particular installed system. Action The data may be stored in each of the supported databases as a different physical data type. For example, the logical data type "NVARCHAR" indicates a national character string realized as UTF-8 varchar2 in Oracle, nvarchar in SQL Server or varchar in DB2. Data content Description An Agent logs in to two desktops using the same login ID. The Agent's state and durations in the Agent Time in State real-time report are incorrect. The Average Wait Time for the queue in the Service Class and Queue Status real-time report, the Percentage of Work Items Handled Within Service Level and Average Wait Time in the Service Class and Queue Performance real-time and historical reports are incorrect for the Voice channel. When an agent on an Ericsson switch places a call to another agent through a queue or service class, the contact may be counted for the answering agent in the default service class rather than the queue or service class dialed. This is most likely to happen when there are very few contacts in the queue. Action Agents should be instructed not to log in simultaneously from multiple desktops. No action required. Use pursuant to the terms of your signed agreement or Avaya policy. 25

26 Description For consults and conferences, the active event for initiating agent when the call arrives and is answered on the receiving agent's desktop comes at a different time depending on whether the consult or conference occurs within or across site. Consult or conference within site When an agent initiates a consult or conference to another agent, IC does not send an active event to OA until the other agent answers the call. OA shows the initiating agent as Idle while the call is ringing on the receiving agent's desktop. Consult or conference across site When an agent initiates a consult or conference to another agent, IC sends an active event to OA when the call is delivered to the other PBX. That is, the active event comes before the other agent answers the call. OA shows the initiating agent as Working while the call is ringing on the receiving agent's desktop. There may be a brief 1 or 2 second Idle duration for the initiating agent depending on how long the call takes to be delivered to the other PBX. When a desktop exceeds the Agent ADU time-out limit, WACD will deliver new s to the desktop to reach the channel ceiling and then defer all of the s on the desktop. The problem is that OA cannot track these new s when the agent works on them. It will cause the agent to go into Unknown state. None of these s will be counted in OA. Action No action required. All IC users who use OA must set the Agent Idle Time Out for all Agent ADUs that Event Collectors monitor to exceed the longest possible time the agents will stay logged in on a shift. Reports Description For Thai only: When 4 or 3 layered characters are entered for display names, the top layers of those characters will be squeezed into the available space. This occurs in graphical reports only. When the historical reports were run and the returned queries for these reports reached the maximum query size, Stumbras DBPoolService (historical DB service) generated an erroneous error message in the log file saying that it couldn't find a pool connection and it would restart. Action None. Ignore the error message. Use pursuant to the terms of your signed agreement or Avaya policy. 26

27 Description In some situations, after a service class name has been changed (with Advocate Admin), all relevant RT graphical reports continue to show the old name except the tabular report, Agent Time in State. The user may encounter this situation when the user selects a new report link and a new input page has been displayed while another instance of that report is already running with the old value. The customerheldcnt in OA does not match the holdcalls in CMS. Running a tabular report with a large number of data items selected may result in this message: "java.sql.sqlexception: [TimesTen][TimesTen ODBC Driver][TimesTen]TT0802: Data store space exhausted -- file "blk.c", lineno 2038, procedure "sbblkalloc"" Action Re-launch the report either from the treeview or from the saved list. None. The customerheldcnt in OA is only incremented when the customerhelddur is greater than 0. Holdcalls is incremented in CMS regardless of the hold duration. The customerhelddur has a chance of being equal to 0 when a blind transfer occurs and the call is immediately answered by an agent without waiting in queue. Rerun the report with fewer data items selected. Real-time Description The OA real-time subsystem may not successfully start. Viewing the Windows event log shows TimesTen TT715 - "Log Directory Attribute Not a Directory" - errors being logged by the OA Data Manager process and/or the TimesTen Data Manager. This has only been seen on Windows platforms. Administrative changes may not show up quickly in real-time Advocate reports. It takes several minutes for those administrative changes to appear in the real-time reports. Other real-time statistics still show up quickly. Action From a Windows command prompt enter the following commands (assuming the OA install directory is c:\program Files\Avaya\BI): c:\>pa off dm c:\>ttdestroy "C:\Program Files\Avaya\BI\add_on\TimesTen\rt" c:\>pa on dm The administrative type of information in Advocate real-time reports uses a slower data set refresh rate. It is recommended that administrative changes be added during off hours rather than regular work hours. For instance, administrative changes such as assigning new advocate capabilities to agents, changing agent roles, adding new agents and log them in right away, etc., should be performed at the slowest time of day (example, midnight). Use pursuant to the terms of your signed agreement or Avaya policy. 27

28 Description If two ECServers are administered using the same Data Manager Host and Real-Time System ID, the ECServers will contend for the connection to the real-time system and the connection will not remain up. Action Ensure the ECServers are configured correctly, using different values for Data Manager Host, Site, and Real-Time System ID. Historical Description Aggregation Recovery executes at different times after Daylight Savings Time (DST) goes into effect Action Prior to moving to Daylight Savings Time, the system AggregationRecovery execution times are 5:20am, 11:20am, 5:20pm, and 11:20pm. After moving to Daylight Savings Time, the execution times are 6:20am, 12:20pm, 6:20pm, and 12:20am. This causes no problems other than confusion about why the times changed. Event Collector Description Action Use pursuant to the terms of your signed agreement or Avaya policy. 28

29 Description EC crashes immediately after successful pump up with Exit Code: 15. Action Set up a property "EC_BLOCK_LONG_TIME" for an EC server using the IC Manager. This property sets the time in milliseconds, for which the pump up process will wait for EC. The default value is 5000 milliseconds. If EC crashes, increase the default timeout value to greater than 5000 milliseconds. To set up a property: 1. In IC manager, select EC server. 3. Right-click EC Server and click Edit. 4. Click the Configuration tab and click the add new property button. A CTI type Editor window appears. 5. In CTI type window, enter: CTI type = couple Name = EC_BLOCK_LONG_TIME The field is case sensitive Value = (Enter a value which is greater than 5000) 6. Click OK to save the changes. Miscellaneous Description Java Runtime Environment (JRE) compatibility issues arise when attempting to render Operational Analyst (OA) Basic Reports or use the OA Administration Client Unable to load locale categories and Database locale information mismatch A locale, with which all locale-sensitive processing occurs, is established on both the client and database server side. This processing locale is set with information from environment variables and from data that is stored in the database. Check the value of the environment variables CLIENT_LOCALE and DB_LOCALE. Also check the value of INFORMIXDIR. Action Re-deploy your OA applications to machines where the JRE conflict does not occur. If this is not possible, contact your Avaya representative for information about working around the JRE incompatibility issue. In case you see the error in log files, you need to set in $PABASE/data/admin/odbc.ini (Lines marked in Black/Bold) under section Driver. [Infdrv33] Driver=/opt/informix/lib/cli/iclit09b.so CLIENT_LOCALE=en_US.CP1252 DB_LOCALE=en_US.UTF8 Use pursuant to the terms of your signed agreement or Avaya policy. 29

30 Description After starting OA, by issuing pa start all command, sometimes Windows EventViewer may show the following error message. "AutServer 4301=Logger.alarm(): Unable to make CORBA connection for the forwarding of alarms to the IC. Error message: ICAlarm.connect(): Unable to connect to the Naming Service on host xx.xx.xx.xx. Error message: attempt to establish connection failed: java.net.connectexception: Connection refused: connect The following alarm message will not be forwarded to an IC Alarm Server: Authentication Server ready". Refer to wi Authorization failure for OA Report user, Report writer and Admin user. This particular problem may be encountered for Windows system only. Refer to wi Action None. In successive attempts, the connection goes through to connect to the IC alarm server. Safe to ignore the same. Make sure the service ID and password has been correctly specified. Post OA 7.1.4, OA now uses the service ID and password for OA user authorization to connect to the ADS user. One can use the OA utility ChangeOAPwd command to register the correct OA service password and try again. Make sure the service ID password in the ADS and the one registered in OA is same. Use pursuant to the terms of your signed agreement or Avaya policy. 30

31 Customer documentation The following documentation is available on the Avaya product support site at: What s New in Operational Analyst Release 7.3 Avaya Operational Analyst Release 7.3 Installation Planning and Prerequisites Avaya Operational Analyst Release 7.3 Installation and Configuration Avaya Operational Analyst Release 7.3 Maintenance and Troubleshooting Avaya Operational Analyst Release 7.3 Reports Reference Avaya Operational Analyst Release 7.3 Data API Utility The following documentation is available on the Avaya Operational Analyst Release 7.3 ("/docs" folder of the software product image). Avaya Operational Analyst Administration Client Troubleshooting Avaya Operational Analyst Security Guide Customer Interaction Repository Data Models Avaya Operational Analyst 7.3 Release Notes at: Use pursuant to the terms of your signed agreement or Avaya policy. 31

32 Technical Support If you are having trouble with OA 7.3, 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. 4. If you continue to have a problem, contact Avaya Technical Support by: Logging in to the Avaya Technical Support Web site Calling or faxing Avaya Technical Support at one of the telephone numbers in the Support Directory listings on the Avaya support Web site. You may be asked to one or more files to Technical Support for analysis of your application and its environment. Note: If you have difficulty reaching Avaya Technical Support through the above URL or address, please go to for further information. Avaya Global Services Escalation Management provides the means to escalate urgent service issues. For more information, see the Escalation Contacts listings on the Avaya Web site. For information about patches and product updates, see the Avaya Technical Support Web site Use pursuant to the terms of your signed agreement or Avaya policy. 32