Avaya Aura Contact Center 6.3 PDF

Avaya Aura® Contact Center 6.
3 Release Notes
Avaya Aura® Contact Center 6.3
Release Notes
DOCUMENT VERSION : 1.8

DVD : 6.3.0.0-115
SERVICE PACK BUNDLE : 11
ISSUE DATE : 22ND APRIL 2014
Avaya Inc Proprietary 1

Avaya Aura® Contact Center 6.3 Release Notes
Contents
AVAYA AURA® CONTACT CENTER 6.3 ................................................................................................... 1
RELEASE NOTES ........................................................................................................................................ 1
PURPOSE ..................................................................................................................................................... 8
PUBLICATION HISTORY ................................................................................................. 8
AVAYA AURA® CONTACT CENTER, RELEASE 6.3 SOFTWARE ........................................................ 10
OPERATING SYSTEM SUPPORT............................................................................................................. 11
SUPPORTED VIRTUALIZED ENVIRONMENTS ........................................................................ 11
DVD VERSION......................................................................................................... 11
SOFTWARE DOWNLOAD ......................................................................................................................... 12
SERVICE PACK BUNDLE SOFTWARE ................................................................................. 13
ADDITIONAL CONTACT CENTER UPDATES .......................................................................... 15
ADDITIONAL AVAYA MEDIA SERVER UPDATES .................................................................... 16
AACC FIREWALL POLICY ............................................................................................. 17
WINDOWS ROLES AND FEATURES APPLICATION .................................................................. 17
MICROSOFT UPDATE .................................................................................................. 17
SUPPORT OF HEADSET CONTROL OF TELEPHONY OPERATIONS IN AAAD ....................................... 17
AVAYA GREP ........................................................................................................... 18
AVAYA SIP SLEUTH ................................................................................................... 18
THIRD-PARTY SOFTWARE ...................................................................................................................... 19
THIRD PARTY SOFTWARE FOR NEW INSTALLATIONS.............................................................. 19
WinPcap ........................................................................................................... 19
Intersystems System Management Portal ............................................................. 19
THIRD PARTY SOFTWARE FOR PREVIOUS 6.X UPGRADES ........................................................ 19
Java Runtime Environment – jre1.6.0_37 ............................................................. 19
Crystal RAS 2008 SP5 ........................................................................................ 19
WinPcap ........................................................................................................... 19
McAfee Antivirus ................................................................................................ 20
THIRD PARTY SOFTWARE UPGRADE UTILITY....................................................................... 21
Utility Location .................................................................................................. 21
Pre Installation Instructions ................................................................................ 21
Post Installation Instructions ............................................................................... 22
Third Party Software Upgraded ............................................................................ 22
Utility Reboot Prompts ....................................................................................... 22
Third Party Software Component Upgrade Failure .................................................. 22
Logging Information .......................................................................................... 22
THIRD PARTY SOFTWARE DOWNGRADE UTILITY .................................................................. 23
Utility Location .................................................................................................. 23
Pre Installation Instructions ................................................................................ 23
Post Installation Instructions ............................................................................... 23
Third Party Software Downgraded........................................................................ 24
Utility Reboot Prompts ....................................................................................... 24
Third Party Software Component Downgrade Failure .............................................. 24
Important Note ................................................................................................. 25
THIRD PARTY SOFTWARE NOTIFICATION APPLICATION .......................................................... 26
Application Behaviour......................................................................................... 26
INTERNET EXPLORER COMPATIBILITY ISSUES...................................................................... 27
Internet Explorer 10 not supported with AACC 6.3 SP11 ......................................... 27
AMS Element Manager ....................................................................................... 27

AACC 6.3 SERVICE PACK SOFTWARE .................................................................................................. 28

NEW INSTALLATIONS ................................................................................................. 28
HOT PATCHING HA SYSTEMS........................................................................................ 29
See Avaya Aura® Contact Center Upgrade and Patches (NN44400-410) for instructions
on Hot Patching ................................................................................................. 29
UPGRADING FROM PREVIOUS AVAYA AURA® CONTACT CENTER 6.X RELEASE ............................... 30
Mail Service Properties file - changes are lost after upgrade of AACC from previous
Service Pack line-up to SP11 (wi01104145) .......................................................... 30
Issue with the retention of Configuration of WS Open Interface ............................... 30
HA SOA web services with TLS ............................................................................ 32
UPGRADING FROM PREVIOUS AVAYA AURA® CONTACT CENTER 6.2 SERVICE PACK IN A MISSION
CRITICAL HA ENVIRONMENT (AURA 6.1 + AACC 6.2) ......................................................... 36
UPGRADING FROM SERVICE CREATION ENVIRONMENT (SCE) TO ORCHESTRATION DESIGNER (OD)..... 36
SOA PRESERVATION – DOWNGRADE AND UPGRADE OF AVAYA AURA® CONTACT CENTER COMMON
COMPONENTS .......................................................................................................... 37
AVAYA MEDIA SERVER SOFTWARE .................................................................................. 38
REMOTE ACCESS ..................................................................................................................................... 39
DVD CONTROLLER ................................................................................................................................... 40
PRE INSTALLATION INSTRUCTIONS ................................................................................. 40
INSTALLATION INSTRUCTIONS ....................................................................................... 40
POST INSTALLATION INSTRUCTIONS ................................................................................ 40
CONFIGURATION ISSUES ............................................................................................. 40
CO-RES INSTALLATIONS ............................................................................................. 40
COMMON COMPONENTS .............................................................................................. 41
POST UNINSTALL (DOWNGRADE TO 6.2) INSTRUCTIONS ....................................................... 41
PVI CHECKER .......................................................................................................... 42
CONTACT CENTER PATCH MANAGER ................................................................................ 43
REQUIRED PATCHES ON CS1000........................................................................................................... 44
ADDITIONAL VOICE SERVICES............................................................................................................... 46
AURA INSTALLATIONS ............................................................................................................................ 47
SIP SPECIFIC ISSUES ............................................................................................................................... 54
SIP HA SPECIFIC ISSUES ........................................................................................................................ 55

G.729 CODEC SUPPORT ............................................................................................. 56

VOICE CODEC PACKET SIZE (PTIME) LIMITATIONS ............................................................... 57
KNOWN CCT LIMITATIONS .......................................................................................... 57
KNOWN CCMS LIMITATIONS ........................................................................................ 57
AVAYA MEDIA SERVER ........................................................................................................................... 59
NOTE ON TERMINOLOGY .............................................................................................. 59
INSTALLATION NOTES ................................................................................................ 59
Windows Firewall and AMS PVI Checker ................................................................ 59
Red Hat Enterprise Linux 6.x ............................................................................... 59
ccsaupgrade vs. masupgrade .............................................................................. 60
New Single Server installations of AACC 6.3 SP11 .................................................. 61
Upgrading AMS on Windows servers from AACC 6.3 SP10 to SP11 ........................... 61
Upgrading AMS on Windows servers from AACC 6.3 SP8/SP9 to SP11 ...................... 62
Upgrading AMS on Windows servers from AACC 6.2 to 6.3 SP11 ............................. 62
Upgrading AMS on Windows servers from AACC 6.0 or 6.1 ..................................... 65
Upgrading AMS on Red Hat Enterprise Linux servers from AACC 6.3 SP8/SP9/SP10 to
SP11 ................................................................................................................ 65
Upgrading AMS on Red Hat Enterprise Linux servers from AACC 6.2 to 6.3 SP11 ....... 66
SNMP SUPPORT FOR AMS .......................................................................................... 66
CS1000 AML INSTALLATIONS................................................................................................................. 66
COMMUNICATION CONTROL TOOLKIT............................................................................... 66
ISSUES COMMON TO ALL INSTALLATIONS .......................................................................... 66
CONTACT CENTER MANAGER SERVER ............................................................................................... 67
LICENSE MANAGER ................................................................................................................................. 68
SERVER UTILITY ....................................................................................................................................... 70
CONTACT CENTER MANAGER ADMINISTRATION ............................................................................... 71
Crystal Reports Server Embedded 2008 ............................................................... 71
ACTIVEX CONTROLS.MSI FILE UPDATE ............................................................................. 71
SKILLSET NAMING .................................................................................................... 71
Crystal Reports Server Embedded 2008 ............................................................... 72
COMMUNICATION CONTROL TOOLKIT ................................................................................................. 73


CONTACT CENTER WEB STATS............................................................................................................. 78
CONTACT CENTRE MULTIMEDIA ........................................................................................................... 79
ORCHESTRATION DESIGNER ................................................................................................................. 82
SECURITY FRAMEWORK ......................................................................................................................... 84
UPGRADING FROM AACC 6.0 OR AACC 6.1 ........................................................................................ 84
FEATURE SPECIFIC: MULTIPLICITY ...................................................................................................... 87
FEATURE SPECIFIC: CCT OPEN INTERFACES WEB SERVICES ........................................................ 88
CONSTRAINTS ON AGENT COUNT AND CONTACT RATE PER HOUR .............................................. 88
FEATURE SPECIFIC: HIGH AVAILABILITY ............................................................................................ 89
NETWORK REQUIREMENTS BETWEEN ACTIVE AND STANDBY SERVERS ......................................... 89
PRE-INSTALLATION INSTRUCTIONS ................................................................................. 89
NCC RE-SYNC ........................................................................................................ 90
OUTAGE OF AVAYA AURA SESSION MANAGER..................................................................... 90
HA INTEROPERATION & AVAYA CONTACT RECORDING (ACR).................................................. 90
NOT-YET ESTABLISHED CALLS – ALERTING/RINGING SCENARIO .............................................. 91
CCMA AD-LDS CONFIGURATION ISSUES / TROUBLE SHOOTING .............................................. 91
FEATURE SPECIFIC: E164 SUPPORT .................................................................................................... 94
TO ENABLE E164 SUPPORT WITHIN SGM FOR CS 1000 ..................................................................... 95
SDK CHANGES .......................................................................................................................................... 96
CCT SDK CHANGES .................................................................................................. 96
CONFIGURING EVENT TRAPS – EVENT TO TRAP TRANSLATOR TOOL .......................................... 97

APPENDIX A .............................................................................................................................................. 99
SOFTWARE INCLUDED IN THIS LINE-UP ............................................................................ 99
Previously Released Service Packs ....................................................................... 99
ISSUES ADDRESSED IN SERVICE PACK 11 LINE-UP ............................................................ 104
CCMS, CCSU, CCCC and CCLM SP11 WI Listing ................................................... 104
CCMS SP11 Patch 1 WI Listing .......................................................................... 105
CCMS SP11 Patch 20 WI Listing......................................................................... 107
CCMS SP11 Patch 21 WI Listing......................................................................... 107
CCCC SP11 Patch 1 WI Listing ........................................................................... 108
CCCC SP11 Patch 2 WI Listing ........................................................................... 108
CCCC SP11 Patch 20 WI Listing ......................................................................... 109
CCWS SP11 Patch 20 WI Listing ........................................................................ 109
CCMA SP11 WI Listing ...................................................................................... 109
CCMA SP11 Patch 1 WI Listing .......................................................................... 109
CCMA SP11 Patch 20 WI Listing......................................................................... 110
CCT SP11 WI Listing ........................................................................................ 110
CCT SP11 Patch 1 WI Listing ............................................................................. 110
CCT SP11 Patch 20 WI Listing ........................................................................... 110
CCMM\AAAD SP11 WI Listing ............................................................................ 111
CCMM\AAAD SP11 Patch 1 WI Listing ................................................................. 112
CCMM\AAAD SP11 Patch 2 WI Listing ................................................................. 112
CCMM\AAAD SP11 Patch 20 WI Listing ............................................................... 113
OD SP11 WI Listing ......................................................................................... 113
OD SP11 Patch 20 WI Listing ............................................................................ 113
Avaya Media Server (AMS) SP11 WI Listing ........................................................ 114
Avaya Media Server (AMS) SP11 POST GA WI Listing ........................................... 114
Contact Center Services for AMS (CCSA) SP11 WI Listing ..................................... 115
APPENDIX B - KNOWN ISSUES ............................................................................................................. 116
THIRD-PARTY SOFTWARE .......................................................................................... 116
Third Party Software Upgrade Utility .................................................................. 116
Third Party Software Downgrade Utility .............................................................. 117
INTERNET EXPLORER COMPATIBILITY ISSUES.................................................................... 118
AACC 6.3 SERVICE PACK SOFTWARE ........................................................................... 118
Upgrading from Previous Avaya Aura® Contact Center 6.x Release ....................... 118
AACC PRODUCT INSTALLATION ................................................................................... 119
PRE-REQUISITE SOFTWARE KNOWN ISSUES ..................................................................... 119
DVD CONTROLLER .................................................................................................. 120
Co-Res Installations ......................................................................................... 121
COMMON COMPONENTS ............................................................................................ 122
CONTACT CENTER PATCH MANAGER .............................................................................. 124
SIP HA SPECIFIC ISSUES ......................................................................................... 124
KNOWN CCMS LIMITATIONS ...................................................................................... 125
AVAYA MEDIA SERVER.............................................................................................. 127
Issues affecting Windows platform only .............................................................. 127
Issues affecting Linux platform only ................................................................... 127
Issues affecting Windows and Linux platforms ..................................................... 128
Linux Issue with Broadcom NIC driver ................................................................ 130
CONTACT CENTER MANAGER SERVER ............................................................................ 130
Configuration Issues ........................................................................................ 130
Migration from NES 6.0 system ......................................................................... 130
Migration from NES 7.1 system ......................................................................... 130
Exchanging UUI data in AACC ........................................................................... 130
Other Known Issues ......................................................................................... 131

LICENSE MANAGER .................................................................................................. 135

CONTACT CENTER MANAGER ADMINISTRATION ................................................................. 136
COMMUNICATION CONTROL TOOLKIT............................................................................. 144
CONTACT CENTRE MULTIMEDIA ................................................................................... 148
ORCHESTRATION DESIGNER ....................................................................................... 152
SECURITY FRAMEWORK ............................................................................................. 155
FEATURE SPECIFIC: MULTIPLICITY ................................................................................ 155
FEATURE SPECIFIC: HIGH AVAILABILITY ......................................................................... 155
APPENDIX C - LOCALISATION .............................................................................................................. 163
AVAYA AURA™ CONTACT CENTER 6.3 (AACC) SP11 LOCALIZATION ...................................... 163
OVERVIEW OF AACC 6.3 I18N AND L10N PRODUCTS & COMPONENTS ................................... 163
SOFTWARE ........................................................................................................... 164
Supported operating systems ............................................................................ 164
LANGUAGE SPECIFIC SUPPORT AND CONFIGURATION ........................................................... 165
Support of CCMA Client .................................................................................... 165
Support of CCMM Client .................................................................................... 165
Support of CCMM Server and Configuration Notes ................................................ 166
LOGGING ON TO CONTACT CENTER MANAGER ADMINISTRATION ............................................. 168
Enabling languages .......................................................................................... 168
Procedure steps............................................................................................... 170
START LOCALIZED AAAD CLIENT................................................................................. 171
Pre-installation steps ....................................................................................... 171
Installing the Agent Desktop Client .................................................................... 171
Starting the Agent Desktop Client ...................................................................... 172
START OCMT CLIENT .............................................................................................. 172
Pre-installation steps ....................................................................................... 172
Logging on to the Outbound Campaign Management Tool ..................................... 173
Prerequisites ................................................................................................... 173
Procedure steps............................................................................................... 173
DETECTING LANGUAGE FILES ...................................................................................... 173
Emptying the .Net cache on the client PC running AAAD and OCMT ........................ 173
COMMENTS ON TRANSLATIONS .................................................................................... 174
French ........................................................................................................... 174
Latin American Spanish .................................................................................... 174
CRYSTAL REPORT TEMPLATES ...................................................................................... 174
Business Objects Language Packs ...................................................................... 174
Localized templates ......................................................................................... 174
SECURITY FRAMEWORK ............................................................................................. 177
Localization of initial system login notice ............................................................ 177
KNOWN ISSUES ...................................................................................................... 178
APPENDIX D ............................................................................................................................................ 182
RECOMMENDED EVENTS FOR SNMP TRAP........................................................................ 182

Purpose
This document contains known issues, patches and workarounds specific to this build
and does not constitute a quick install guide for Contact Centre components. Please
refer to the information below to identify any issues relevant to the component(s) you
are installing and then refer to the Avaya Aura® Contact Center Installation and
Commissioning guides for full installation instructions.
Publication History
Issue Change Summary Author(s) Date
st
0.1 Initial version for AACC 6.3 SP11 Irene Blewitt 1 July 2013
th
0.2 Moved ‘Known Issues’ to Appendix ‘B’ Irene Blewitt 20 July 2013
st
0.3 Updated release notes for AMS upgrades. Paul McDaid 01 August 2013
Added information on location of AMS SNMP MIB on
windows and linux installations.
Added note on AMS KRS license issue: wi01117221
th
0.4 Updated SP11 references. Updated Sysops Work Item Shane Hanlon 06 August 2013
details.
th
0.5 Updated Third Party Upgrade and Downgrade Utility Shane Hanlon 19 August 2013
notes. Added screenshot of utility contents.
th
0.6 Updating the ServicePack and patch bundle Sai Kumar Jayanti 10 September 2013
information
th
0.7 Updated the wi content & the LTD patches included in Emer Kelly 25 September 2013
the GA patch bundle
th
0.8 Updating the Patch Bundle information Sai Kumar J 08 October 2013
th
0.9 Included CCMS 211.4 Irene Blewitt 15 October 2013
th
0.91 Updating the Patch Bundle information Sai Kumar J 16 October 2013
rd
0.92 Included support for Aura FP3 Irene Blewitt 23 October 2013
th
0.93 Publishing it on Support Page Sai Kumar J 25 October 2013
th
1.0 Updated with SP11 Post GA Patches and QFEs Irene Blewitt 13 November 2013
th
1.1 Removed the requirement to uninstall mysql-libs from Paul McDaid 20 November 2013
AMS Pre-requisite installation steps as this is no longer
required.
th
1.2 Included Appendix C – Localisation Irene Blewitt 28 November 2013
th
1.3 Included support for AAEP 7.0 Irene Blewitt 14 January 2014
th
1.4 Included necessity to back up the CCMM Mail Service Irene Blewitt 20 January 2014
Properties file prior to upgrade of AACC from previous
Service Pack line-ups

th
1.5 Updated Patch List for CS1000 Irene Blewitt 25 February 2014
th
1.6 Included Configuring Event Traps – Event to Trap D’Arcy McNally 12 March 2014
Translator tool. Also included Appendix D –
Recommended events for SNMP trap.
th
1.6 Added recommended SNMP traps for CCMM to Paul Delaney 25 March 2014
Appendix D
nd
1.7 Added wi01163351 to Appendix B - Known Issues. D’Arcy McNally 2 April 2014
Also added this WI as a reference within Appendix D.
nd
1.8 “Call Redirection with Microsoft Exchange VoiceMail” D’Arcy McNally 22 April 2014
added to Sip Specific Issues

Avaya Aura® Contact Center, Release 6.3 Software

This service pack rolls up a number of critical fixes to issues reported by the customers and
found in Avaya labs.
Please take the following actions:
 This new critical patch lineup bundles up a number of fixes and is now available for all
site deployments.
 Customers on all previous releases and line-ups of AACC 6.x and service packs SP6 or
earlier must immediately deploy this service pack and roll-up patches to get the benefit of
the latest available quality fixes.
 Service Pack 11 is the most up-to-date supported AACC 6.3 software line-up. All future
patches will only be created on this line-up.
 This Service Pack is applicable to all sites – English, Internationalisation and Localisation
sites. No additional CCMM or CCMA Language Packs are required as the Localisation
content from SP10 (and all previous Service Packs) was bundled into this Service Pack.

Operating System Support

All Avaya Aura® Contact Center server applications are supported on the following
operating systems:
 Windows Server 2008 Release 2 Standard 64-bit Edition plus Service Pack 1
 Windows Server 2008 Release 2 Enterprise 64-bit Edition plus Service Pack 1
It is mandatory to install Service Pack 1 on top of Windows Server 2008 Release 2.
In addition, before deploying any new Windows Security Patches and Hotfixes –
you must confirm that any Windows patches are listed as supported in the Avaya
Aura Contact Center Security Hotfixes and Compatibility listing – published every
month on support.avaya.com.
Please ensure that you do not enable Automatic Updates on your AACC Server
and Client PCs – any Windows Security patches and hotfixes must be manually
deployed –after consulting the supported Avaya Aura Contact Center Security
Hotfixes and Compatibility listing
Supported Virtualized Environments

Avaya Aura® Contact Center supports the following virtualization environments:
• VMware vSphere Release 4.1 (ESXi and ESX), 5.0 (ESXi), 5.1 (ESXi) and 5.5 (ESXi)
DVD Version
The supported Avaya Aura® Contact Center Release 6.3 DVD version is outlined below. Please
ensure you are using this version for all new software installation. Please contact your Avaya
account representative for information on how to obtain the latest DVD.
DVD
6.3.0.0-115

Software Download
All Avaya Aura® Contact Center, Release 6.3 service pack software, that is generally available
for all sites, is available to download from:
https://support.avaya.com/css/appmanager/css/support/Downloads/P0793
DVD Software
Avaya Aura® Contact Center 6.3 DVD Version
DVD MD5 Checksum

6.3.0.0-115.zip 08bc05610720336a06bba7bb337ab2ae
Please ensure to verify the MD5 checksums after download to ensure all files have been
downloaded successfully.
After you have downloaded your software extract its content to your local hard-disk using a
utility such as WinZip.
The DVD zip file will extract as one ISO file.

Service Pack Bundle Software

The Avaya Aura® Contact Center 6.3 software is delivered to customers as a service pack bundle
The Service Pack is installed on your base software and contains the latest software updates.
Service Pack Bundle MD5 Checksum

AACC_63_ServicePack11-0692B.zip 24837d4d5527ac15ffda04bd123b2486
After you have downloaded your software, extract its contents to your local hard-disk using a
The following is the layout of the extracted service pack bundle:
Software Included in Bundle Folder Location

Third AACCThirdPartySoftwareUpgradeUtility.exe ..\ThirdParty
Party
Software
Crystal RAS 2008 SP5 ..\ThirdParty\Crystal RAS 2008
Install Avaya Media Server – Windows ..\Install Software\AMS\Windows

Software
Avaya Media Server – Linux ..\Install Software\AMS\Linux
Contact Center Services for AMS – Windows ..\Install Software\AMS\Windows

Contact Center Services for AMS - Linux ..\Install Software\AMS\Linux
Security Framework ..\Install Software\Security
Framework
ActiveX Controls ..\Install Software
\CCMA\ActiveX Controls
Product AACC Service Pack Software ..\ProductUpdates
Updates
AACC AACC Firewall Policy ..\AACC FirewallPolicy
Firewall
Policy

AACC Service Pack Software details

Component Update Name
CCCC AvayaAura_CCCC_6.3.211.0-0828_ServicePack
CCLM AvayaAura_CCLM_6.3.211.0-0828_ServicePack
CCMA AvayaAura_CCMA_6.3.211.0-0859_ServicePack
CCMM AvayaAura_CCMM_6.3.211.0-0806_ServicePack
CCMS AvayaAura_CCMS_6.3.211.0-0828_ServicePack
CCMSU AvayaAura_CCMSU_6.3.211.0-0772_ServicePack
CCMT AvayaAura_CCMT_6.3.211.0-0828_ServicePack
CCT AvayaAura_CCT_6.3.211.0-0781_ServicePack
CCWS AvayaAura_CCWS_6.3.211.0-0828_ServicePack
SFW AvayaAura_SFW_6.3.211.0-0859_ServicePack
Important Note:
For all new systems install-time patching is a mandatory part of the installation process. The
latest Service Packs for the component(s) being installed should be downloaded to the server and
selected as part of the installation process
Avaya Aura® Contact Center 6.3 Service Pack 11 is applicable to all previous Avaya Aura®
Contact Center 6.x Releases.
After you have installed this service pack your system will be running Avaya Aura® Contact
Center Release 6.3 software.

Additional Contact Center Updates

Note:
All additional Contact Center updates listed below must be installed on your system.
Service Pack Patches MD5 Checksum

AACC_63_ServicePack11_Patches-0009.zip c242abed93362fb006acf35f1083c91b
Note:
Please ensure to verify the MD5 checksum after download to ensure the file has been
AACC Service Pack Patches

CCCC AvayaAura_CCCC_6.3.211.1-1331_Patch
AvayaAura_CCCC_6.3.211.2-1358_Patch
CCLM AvayaAura_CCLM_6.3.211.1-1327_Patch
CCMS AvayaAura_CCMS_6.3.211.1-1334_Patch
AvayaAura_CCMS_6.3.211.2-0157_Patch
CCMM AvayaAura_CCMM_6.3.211.1-0574_Patch
CCMA AvayaAura_CCMA_6.3.211.1-0743_Patch
CCT AvayaAura_CCT_6.3.211.1-0329_Patch
Service Pack Patches MD5 Checksum

AACC_63_ServicePack11_Patches-0011.zip 11e7f8595f8a98e0e6051faebe9415cf
Note:
Please ensure to verify the MD5 checksum after download to ensure the file has been
AACC Service Pack Patches

CCCC AvayaAura_CCCC_6.3.211.20-1411_Patch
CCMS AvayaAura_CCMS_6.3.211.20-1446_Patch
CCMM AvayaAura_CCMM_6.3.211.20-0619_Patch
CCMA AvayaAura_CCMA_6.3.211.20-0773_Patch
CCT AvayaAura_CCT_6.3.211.20-0341_Patch
CCWS AvayaAura_CCWS_6.3.211.20-1410_Patch

Additional Avaya Media Server Updates

The following additional software must be installed on your system after the installation of your
AMS software.
Additional AMS Updates MD5 Checksum

AMS_QFE_ServicePack11-0001.zip ea201e1cde8f6c0be6ede0359bb6faf7
AMS_QFE_ServicePack11-0002.zip 2eadc812e78a25d5b553a9c5256e2855
CCSM_QFE_ServicePack11-0001.zip ddd4f058851f1cd28f6aebda5f66dc36
After you have downloaded your software extract its content to your local hard-disk using a
Note: The individual updates included in these packages are known as QFEs and come delivered
as a zip file. These zip files should be copied to the Avaya Media Server’s QFE folder in zipped
form.
Refer to the README.txt files contained within each for installation instructions.
The following is the layout of the extracted bundles:
AMS_QFE_ServicePack11-0001.zip:
OS Platform Update Name

Linux QFE-platform-7.5.0.1140-0001-lnx.zip
Windows QFE-platform-7.5.0.1140-0001-win.zip
AMS_QFE_ServicePack11-0002.zip:
Linux QFE-EMLite-7.5.0.1140-0001-lnx.zip
QFE-platform-7.5.0.1140-0002-lnx.zip
QFE-platform-7.5.0.1140-0003-lnx.zip
Windows QFE-EMLite-7.5.0.1140-0001-win.zip
QFE-platform-7.5.0.1140-0002-win.zip
QFE-platform-7.5.0.1140-0003-win.zip
CCSM_QFE_ServicePack11-0001.zip:
Linux QFE-__sip-conf-6.3.0.115-0001-lnx.zip
Windows QFE-__sip-conf-6.3.0.115-0001-win.zip

AACC Firewall Policy

The AACC Firewall policy is contained within the service pack zip file under the following sub
folder:
AACC Firewall Policy
File Name Version

AACC Firewall Policy (Ver 1.17).wfw 1.17
Windows Roles and Features Application

A new application that will configure the Windows Roles and Features is being included with this release.
It is a standalone utility and can be run on the system prior to the installation of the AACC software to
configure the Windows Roles and Features.
File Name MD5 Checksum

OSFeatureRolesApp.zip 8e66b690d30fbd2cd67f6013335a0bf5
Microsoft Update
Hotfix KB2714394

Windows6.1-KB2714394-x64.zip 122ac339ac951245b64fef5ce76b0a56
Support of Headset control of telephony operations in AAAD

AACC6.3 introduces support for headsets controlling telephony operations whilst AAAD is operating in
embedded softphone mode. This support is facilitated by installing the AAADHeadsetSupport.msi on all
clients PCs that require this functionality. This process is documented in the Planning and Engineering
Guide. Please note that this has been validated by the verification team with 2.7.0.0 of the Plantronics
Spokes Installer only.

AAAD_HeadSetSupport_ServicePack8-0001.zip 911f90ac4ceb9fd3731fa0e9257e5103

Avaya Grep
Avaya Grep is a tool for analysing and debugging Avaya Aura® Contact Center calls.
Avaya Grep generates a range of reports on a specific call by analysing the Avaya Aura®
Contact Center logs, including a ladder-diagram representation of SIP messages through user-
agents and proxies. A search feature is also available for those instances where the user does not
know the call ID, but has some other information on the call, e.g. the agent DN number and the
approximate time of the call.
More information is included in the application's Help file, and in a user guide bundled with the
application (found in the "documentation" directory of the download).

AvayaGrep_v0.4.2_56.zip 1b9baeea857ddf7eff82f6f8fa9cb193
Avaya SIP Sleuth

Avaya SIP Sleuth is a tool for viewing, analysing, filtering and querying SIP message logs.
Supported logs are Avaya Aura® Contact Center Manager Server and Avaya Media Server SIP
message logs. SIP Sleuth features a powerful filtering engine, a custom query language for
filtering SIP messages and command-line access to enable batch-processing from the shell.
More information is included in the application's Help file, and in a user-guide bundled with the
application (found in the "documentation" folder of the download).

SipSleuth_v0.94.zip 42d5c697e681454e81739ec883545d7d

Third-Party Software
Third Party Software for New Installations
For new installations, using the Avaya Aura® Contact Center 6.3 DVD, Third Party software is
installed as part of the overall installation process.
This 6.3 DVD deployed Third Party software must subsequently be upgraded using the Third
Party Software Upgrade Utility (see section Third Party Software Upgrade Utility).
WinPcap
In the Avaya Aura® Contact Center Commissioning document, there are detailed instructions for
installing WinPCap in a Mission Critical HA environment. WinPCap should be installed on all
RnR systems including CS1K SIP RnR and AML HA. The detailed instructions as described for
the mission critical HA can be used to deploy WinPCap on all environments.
Intersystems System Management Portal

Intersystem Cache installs a default Web server. The remote webserver supports the TRACE
and/or TRACK methods. TRACE and TRACK are HTTP methods that are used to debug web
server connections.
Customer can disable the Windows service “Web Server for CCDSInstance”. This web service is
used for cache debugging and admin and is not required for normal operation on AACC.
Third Party Software for Previous 6.x Upgrades

If you are upgrading from a previous Avaya Aura® Contact Center release you must upgrade
installed Third Party software using the Third Party Software Upgrade Utility (see section Third
Party Software Upgrade Utility).
Java Runtime Environment – jre1.6.0_37

Due to a known Java Issue with jre1.6.0_37, the system may fail to shutdown successfully if any
Java Applications are still running. Please ensure all Applications are closed before Shutting
down or Restarting the Server.
Crystal RAS 2008 SP5

Please refer to the “Contact Center Manager Administration” section for further information on
updating your Crystal RAS 2008 software to Crystal RAS 2008 SP5.
WinPcap
In the Avaya Aura® Contact Center Commissioning document, there are detailed instructions for
installing WinPCap in a Mission Critical HA environment. WinPCap should be installed on all
RnR systems including CS1K SIP RnR and AML HA. The detailed instructions as described for
the mission critical HA can be used to deploy WinPCap on all environments.

McAfee Antivirus
As McAfee can block systems from sending out automatic e-mails, in any system that a
switchover are allowed (such as a Mission Critical High Availability system), it’s recommend
turning off the “Prevent mass mailing worms from sending mail” setting on each machine to
ensure notifications will be sent.

Third Party Software Upgrade Utility

The Third Party Software Upgrade Utility assists in the upgrade of specific 3rd Party software
components required by Avaya Aura® Contact Center.
Note: If upgrading from Avaya Aura® Contact Center 6.3 Service Pack 10, there is no need to
run the Third Party Software Upgrade Utility as the Third Party software requirements are the
same for both Service Pack 10 and Service Pack 11.
Utility Location
The utility is included within the Service Pack Release Bundle, available to download from the
Avaya Support website, http://support.avaya.com
 The utility should only be launched on Avaya Aura® Contact Center servers.
It should not be executed on Avaya Aura® Contact Center clients (e.g. Windows 7\XP
desktops)
 The entire utility and supporting files should be copied locally before launching.
The utility is contained within folder:
<ServicePackReleaseBundle_Root>\ThirdParty
The utility and supporting files are listed in the below screenshot. All content must be
copied locally with the exception of Crystal RAS 2008 which is not required.
Important: Failure to copy the correct contents will result in utility failure.
Pre Installation Instructions

1. Install the complete Service Pack 11 line-up
2. After deployment of Service Pack 11, reboot system
3. Copy the Third Party Software Upgrade Utility locally
4. Shut-down Contact Center
5. Launch AACCThirdPartySoftwareUpgradeUtility.exe

Post Installation Instructions

Click Upgrade on the Third Party Software Upgrade Utility to begin the upgrade process.
A reboot of the system is required to restart Avaya Aura® Contact Center services after the Third
Party software upgrade completes.
Third Party Software Upgraded

The utility will upgrade the following 3rd Party Software components:
Software Platform Upgrade From Old Version To New Version
Java Runtime Environment x86 1.6.0 Update 17 1.6.0 Update 37
Java Development Kit x86 1.6.0 Update 17 1.6.0 Update 37
Apache Tomcat x64 6.0.20 6.0.35
Table 1 - 3rd Party Software Matrix
Utility Reboot Prompts

During the course of the upgrade, installation or removal of 3rd Party software components may
request a system reboot. This request is intercepted by the utility and a mandatory Reboot
Request is displayed - please choose the option to reboot your system at this point.
If you do not reboot, your system could be left in an unstable state. After system reboot, the
utility should automatically re-launch. If it does not, please browse to the local copy of the utility
and re-launch manually.
Third Party Software Component Upgrade Failure

It is possible that the upgrade of a software component fails. In this instance, the utility will halt
the upgrade process.
The failed component will be highlighted on the main utility dialog. The utility log file
(accessible via the View Log button) may include the failure reason and will detail the location of
the 3rd Party software component generated log file.
The 3rd Party software component generated log file is the most important source of information
when trouble-shooting failed component upgrade attempts.
Logging Information
The utility generates a log file to track overall upgrade progress.
Log file title : AACC - Third Party Software Upgrade Utility.log
Log file location : C:\Avaya\Logs\Sysops\ThirdPartySoftwareUpgradeUtility
In addition to the above log file, each individual Third Party software component that is
processed during the upgrade generates a separate log file in the same folder location.
Example: Upgrading to Java Runtime Environment x86 1.6.0 Update 37
 Java Runtime Environment x86 1.6.0 Update 17 is removed, generating log file:
Remove_Java Runtime Environment 6_1.6.0 Update 17_x86.log
 Java Runtime Environment x86 1.6.0 Update 37 is installed, generating log file:
Install_Java Runtime Environment 6_1.6.0 Update 37_x86.log

Third Party Software Downgrade Utility

After deployment of Avaya Aura® Contact Center 6.3 Service Pack 11, it is required that Third
Party software be upgraded using the Third Party Software Upgrade Utility.
If a user wishes to subsequently downgrade their system to a pre-6.3 Service Pack 11 line-up
e.g. Service Pack 9 or 8, the Third Party Software Downgrade Utility will assist in this process.
Note: If downgrading from Avaya Aura® Contact Center 6.3 Service Pack 11 to Service Pack
10, there is no need to run the Third Party Software Downgrade Utility as the Third Party
software requirements are the same for both Service Pack line-ups.
Utility Location
The utility is available for download from the Avaya Support website, http://support.avaya.com
in the form of a Zip archive.
 The utility should only be launched on Avaya Aura® Contact Center servers.
It should not be executed on Avaya Aura® Contact Center clients (e.g. Windows 7\XP
desktops)
 The Zip should be downloaded and extracted locally. The complete Zip file listing can be
seen in the below screenshot:
Important: Failure to copy and execute the complete utility from a local drive will
result in downgrade failure.

1. Remove the complete 6.3 Service Pack 11 line-up
2. After Service Pack removal, if you are prompted to reboot your system, please do so
3. Copy the Third Party Software Downgrade Utility locally
4. Shutdown Avaya Aura® Contact Center
5. Launch AACCThirdPartySoftwareDowngradeUtility.exe

Click Downgrade on the Third Party Software Downgrade Utility to begin the downgrade
process.

Third Party Software Downgraded

The utility will downgrade the following 3rd Party Software components:
Software Platform Downgrade From Version To Version

Java Development Kit x86 1.6.0 Update 37 1.6.0 Update 17
Apache Tomcat x64 6.0.35 6.0.20
Table 2 - 3rd Party Software Matrix
Utility Reboot Prompts

During the course of the downgrade, the installation or removal of 3rd Party software
components may request a system reboot. This request is intercepted by the utility and a
mandatory Reboot Request is displayed - please choose the option to reboot your system at this
point.
If you do not reboot, your system could be left in an unstable state.
After system reboot, the utility should automatically re-launch. If it does not, please browse to
the local copy of the utility and re-launch manually.
Third Party Software Component Downgrade Failure

It is possible that the downgrade of a software component fails. In this instance, the utility will
halt the downgrade process.
The failed component will be highlighted on the main utility dialog. The utility log file
(accessible via the View Log button) may include the failure reason and will detail the location of
the 3rd Party software component generated log file.
The 3rd Party software component generated log file is the most important source of information
when trouble-shooting failed component downgrade attempts.
Logging Information
The utility generates a log file to track overall upgrade progress.
Log file title : AACC - Third Party Software Downgrade Utility.log
Log file location : C:\Avaya\Logs\Sysops\ThirdPartySoftwareDowngradeUtility
In addition to the above log file, each individual 3rd Party software component that is processed
during the downgrade generates a separate log file in the same folder location.
Example: Downgrading to Java Runtime Environment x86 1.6.0 Update 37
 Java Runtime Environment x86 1.6.0 Update 37 is removed, generating log file:
Remove_Java Runtime Environment 6_1.6.0 Update 37_x86.log
 Java Runtime Environment x86 1.6.0 Update 17 is installed, generating log file:
Install_Java Runtime Environment 6_1.6.0 Update 17_x86.log

Important Note
 Avaya Aura® Contact Center Service Pack 6.3 Service Pack 11 requires a Third Party
software upgrade to support Java dependent product components.
The Communication Control Toolkit NCCT OI Service in Service Pack 11 requires JRE
1.6.0 Update 37 (32 bit) to function. This service requires JRE 1.6.0 Update 17 (32 bit) on
pre-6.3 Service Pack 10 systems.
 If, after the upgrade to Service Pack 11 is complete, a user wishes to downgrade to a pre-
6.3 Service Pack 11 line-up e.g. 6.3 Service Pack 9 (or earlier) they must also downgrade
their Third Party software.
 If the Third Party Software Downgrade Utility has not been run before downgrading to
6.3 Service Pack 9, 8 etc. the 6.3 Service Pack 9 (or earlier) NCCT OI Service will fail to
start.

Third Party Software Notification Application

As part of a 6.3 Service Pack 11 deployment, a Third Party Software Notification Application is
installed.
This application checks the integrity of the Third Party software required by Avaya Aura®
Contact Center. If the application detects that necessary Third Party software requires updating, it
will prompt the user to run the Third Party Software Upgrade Utility to check their system and
upgrade if necessary.
At each system reboot, an application dialog will be displayed with details of the Third Party
software status. This dialog can be dismissed and the application will minimize to the system
tray. At intervals, notification messages are displayed in the system tray area in the form of a
notification bubble if action is required. The main application form will be displayed if a user
clicks on this notification or on the Avaya system tray icon
The Notification application cannot be closed – it runs at all times.
This application remains resident on the system after removal of Avaya Aura® Contact Center
6.3 Service Pack 11.
This allows for the ongoing provision of advice to the user, regarding the Third Party software
state.
Application Behaviour
If the upgrade of Third Party software is not performed after the installation of 6.3 Service Pack
11, the Third Party Notification Application will intermittently (approximately once per hour)
notify the user that action is required.
If after deployment of Service Pack 11, a user chooses to remove all installed Service Packs, the
application (after a period) will provide advice to the user in preparation for the installation of the
next Service Pack.
For example, if a user wishes to install a pre-6.3 Service Pack 10 line-up, the advice at this point
is to run the Third Party Software Downgrade Utility to verify the Third Party software state.
Logging Information
The application generates a log file.
Log file title : AACC - Third Party Software Notification Application.log
Log file location : C:\Avaya\Logs\Sysops\ThirdPartySoftwareNotificationApplication
This log file is accessible from the main dialog via the View Log button.
The log contains details of the currently installed Service Pack line-up, and in addition, details of
the installed or missing Third Party software components.

Internet Explorer Compatibility issues

Internet Explorer 10 not supported with AACC 6.3 SP11
Internet Explorer 10 has not been tested as part of the AACC 6.3 SP11 development cycle;
therefore it is not supported with this Service Pack. At time of writing, it is not possible to
provide a list of issues that may be encountered. However, based on experience with previous
Internet Explorer upgrades, it is likely that issues would occur.
AMS Element Manager

There have been instances of Element Manager not displaying correctly on IE9 systems
Workaround is to enable compatibility mode in Internet Explorer.
Microsoft support indicates that some websites might not display correctly in Windows Internet
Explorer 9. For example, portions of a webpage might be missing, information in a table might
be in the wrong locations, or colors and text might be incorrect. Some WebPages might not
display at all.
If a portion of the webpage doesn't display correctly, try one or more of the following
procedures:
To turn on Compatibility View

1. Open Internet Explorer by clicking the Start button
2. In the search box, type Internet Explorer, and then, in the list of results, click Internet
Explorer
3. Click the Compatibility View button on the Address bar
The supported browser for CCMA Access is Microsoft Internet Explorer 7.0 or later (32 Bit only
– 64 Bit not supported).
Note: IE Compatibility Mode must also be enabled on IE 9.0 when accessing CCMA.

AACC 6.3 Service Pack Software

New Installations
For all new systems install-time patching is a mandatory part of the installation process. The
latest Service Packs for the component(s) being installed should be downloaded to the server and
selected as part of the installation process.
Note: Additional Contact Center Updates must be installed after you have completed the initial
installation of your software and reboot of the system performed.
Note: Users that install AACC 6.3 as a fresh install are not supported to downgrade to 6.2.

Hot Patching HA Systems

Hot patching is supported for:
 Mission Critical High Availability SIP-enabled Contact Centers.

 Hot-standby High Availability AML-based Contact Centers.
 Warm standby High Availability
For the following scenarios:
SP6 to SP7 – Hot Patching is supported


All other upgrade routes are not supported.
See Avaya Aura® Contact Center Upgrade and Patches (NN44400-410) for instructions on
Hot Patching

Upgrading from Previous Avaya Aura® Contact Center 6.x

Release
The AACC 6.3 software can be installed on existing systems that were installed using previous
versions of the DVD, but it is mandatory that all new installations (including the installation of
additional components on an existing system) use the DVD version as outlined in the section
DVD Version at the beginning of this document.
 Upgrades from AACC 6.0 that are installed with an 8.0.0.X DVD will be supported
 Upgrades from AACC 6.1 that are installed with an 8.1.0.X DVD will be supported
 Upgrades from AACC 6.2 that are installed with a 6.2.0.41 DVD will be supported
 After upgrading from a previous AACC 6.x Release, a mandatory Third Party
software upgrade is required. Please refer to the section Third-Party Software to
ensure all required Third Party software is correctly applied to your system
AACC 6.3 is applicable to all previous Avaya Aura® Contact Center 6.x Releases. After you
have installed this service pack your system will be running Avaya Aura® Contact Center,
Release 6.3 software.
All previously installed service packs and patches for either release 6.0 or 6.1 or 6.2 must be
removed prior to the install of AACC 6.3.
Mail Service Properties file - changes are lost after upgrade of AACC from previous
Service Pack line-up to SP11 (wi01104145)
Custom Changes to mailservice.properties file in “D:\Avaya\Contact Center\Multimedia
Server\Server Applications\EMAIL” are not maintained on Service Pack removal.
Any changes made to this file after a Service Pack install, will be lost when the Service Pack is
removed.
To maintain the changes, please backup the file before Service Pack removal and manually
replace the file after a new Service Pack install.
Issue with the retention of Configuration of WS Open Interface

When upgrading your system from a previous Avaya Aura® Contact Center 6.x service packs
please perform the steps outlined below to verify that all configuration information has been
successfully retained.
Before Upgrade
On both active and standby servers:
- On the server hosting AACC CCT, open the CCT Console
(Start menu – AVAYA - Contact Center – Communication Control Toolkit – CCT
Console)

- Select the CCT Web Services element under Server Configuration

- Take a screenshot of the console screen (see Figure 1 below for an example)
- Keep this for reference after upgrade has completed
- On the server hosting AACC CCMS, open the Server Configuration utility (Start menu –
AVAYA - Manager Server)
- Click on the WS Open Interfaces (on left hand side)
- Take a screenshot of the console screen (see Figure 1 below for an example)
- Keep this for reference after upgrade has completed
After Upgrade
On both active and standby servers
- Open the CCT Console Utility
- Select the CCT Web Services element under Server Configuration
- Ensure that the settings are the same as those in the screenshot for the CCT Console,
saved before the upgrade
- Open the Server Configuration utility
- Click on the WS Open Interfaces (on left hand side)
- Ensure that the settings are the same as those in the screenshot for the Server
Configuration, saved before the upgrade
Note: The UserPassword does not need to be modified. It is a system password and not
stored in a config file
- IMPORTANT: Ensure that the Domain Authentication Method setting is maintained e.g.
‘Simple’ in the example screenshots below
Figure 1: Sample Screenshot of AACC CCT Console Utility

Figure 2: Sample Screenshot of AACC Server Configuration Utility
HA SOA web services with TLS
SP10 introduced support for SOA HA on Mission Critical SIP HA systems. When configuring
TLS for SOA OI on HA it needs to be enabled on both the active and the standby servers as
seamless communication after switchover cannot occur if the transport (http - https and vice
versa) changes.
When configuring TLS for SOA OI on HA the host name in the ServerConfig utility must be the
managed server name and must match the managed server name on standby server.
When configuring TLS for SOA OI on HA exactly the same information, including case, needs
to be specified for CSR generation. In the case where ServerConfig is used to generate the CSR
the password is the only field to consider but in the case where CCT console is used to generate
the CSR the stipulation applies to the location, company and password fields (note that
ServerConfig (CCMS services) and CCT console(CCT services) both use the same security
certificate information located in common components/cmf/security i.e. once the security
certificate is successfully imported for one, the other will automatically be configured.)
If a mistake is made in configuring TLS for SOA OI on a HA setup the likely error will be that
exactly the same information was not inputted into the location, company or password fields on

both the active and standby servers when the CSR was generated. The result of such a mistake
would be a variation in the keystore and/or password files held in the cmf/security directory on
each server.
The error would not cause a problem on the individual servers and would only become apparent
on a subsequent SOA OI call after a switchover had occurred (due to the client reacting to a
change in the server security certificate) and would manifest itself as a drop in the secure
connection.
 The easiest way to ensure that the certificate keystore and password files are identical on
both servers while eliminating the possibility of the same mistake being made again is to
manually copy the keystore and password files from the active to the standby (or vice
versa).
 The 2 files that need to be copied across (and hence overwritten) are:
o D:\Avaya\Contact Center\Common Components\CMF\Security\server.keystore
o D:\Avaya\Contact Center\Common Components\CMF\Security\ect_kstore
On HA systems, to configure the managed host name when configuring TLS please follow this
procedure:
1. Use the Server Configuration Utility web services section to enable SOA and update the
host field to the managed host name and click OK. See figure 2 above. Also, please note
that you cannot change the host name on the CCT console
2. Open the CCT console at the web services section. If you are prompted with the
following prompt, select No.

3. Proceed to configure TLS using the CCT console. Select Apply all on the right hand side
and close the CCT console.
4. Return to the Server Configuration Utility and if using the CCMS web services, enable
TLS using the appropriate check box. Please note that the certificates are automatically
configured once you do this on either screen.
5. Reboot the server and the SOA services will be up after the reboot. This can be checked
by opening the OI splash page at http://localhost:9090. The services URLs listed should
be updated from http to https

6. Repeat the above steps on the standby server, or copy the certificate files (server.keystore
& ect_kstore) from the active to the same folder on the standby and ensure the web
service settings on the CCT console and server config are matching the active. Restart the
Standby for these changes to take effect.

Upgrading from Previous Avaya Aura® Contact Center 6.2

Service Pack in a Mission Critical HA environment (Aura 6.1 +
AACC 6.2)
When upgrading from a previous Service Pack (e.g. AACC 6.2 SP4), please execute the
following steps:
1. In the SMMC SystemTray, select Stop HA System/Stop System
2. When all services are down, open services.msc and stop SMMCDaemon and
SMMCService
3. Launch windows task manager, and kill the SMMCTrayLauncher.exe application.
4. Uninstall previous service.
5. Install new service pack.
6. After installing new service pack, if you are prompted to reboot your server, then please
do so.
7. Following reboot, In the SMMC SystemTray: select Stop HA System/Stop System
8. When all services are down, open services.msc and stop SMMCDaemon and
SMMCService
9. Launch windows task manager, and kill the SMMCTrayLauncher.exe application.
10. Install any additional specified patches
Upgrading from Service Creation Environment (SCE) to

Orchestration Designer (OD)
Before upgrading from SCE to OD, export all your existing SCE applications using SCE Export
functionality. After the upgrade, import the aforementioned applications using OD’s Import
functionality.

SOA Preservation – Downgrade and Upgrade of Avaya Aura®

Contact Center Common Components
Scope: Only pertains to components Communication Control Toolkit (CCT), Contact Center
Manager Server (CCMS) and Contact Centre Common Components (CC).
In 6.2, Soa configuration data was stored in separate locations for applications CCT and CCMS.
An upgrade to 6.3 combines this data into a singular shared location within the Common
Components application.
 An upgrade from 6.2 to 6.3 preserves the current 6.2 configuration data without loss of
existing settings.
 A downgrade from a fresh (clean machine deployment) 6.3 installation to 6.2 results in
configuration data loss. The user must recreate their configuration data
 A downgrade from 6.3 to 6.2, on a machine that previously contained a SP5, SP6 or SP7
installation, results in historical 6.2 data being retrieved and used for the current 6.2
installation.
 A downgrade of 6.3 to 6.2, and subsequent re-upgrade to 6.3, results in previous 6.3
configuration data being retrieved and used for the current 6.3 installation.
Upgrade from 6.2 to 6.3

The 6.3 installation will retrieve previous 6.2 settings used for the CCT and CCMS components,
and carry these forward for use in 6.3.
Downgrade from 6.3, on a machine that had a previous 6.2 installation:

If the machine previously contained an SP5, SP6 or SP7 installation, configuration data from
these installations should be present in an archived file. This data will be retrieved and retained
as the most suitable configuration data for the current 6.2 deployment.
Upgrade to 6.3 after prior 6.3 downgrade to 6.2:

Upon removal of 6.3, the current configuration data will be archived for use in an upgrade
scenario.
As above, downgrade to 6.2 auto-reverts back to previous 6.2 data if it exists, otherwise the user
must recreate this manually.
Subsequent re-upgrade to 6.3 will retrieve and retain the archived 6.3 data.
Note: In all of the above cases, if further reconfiguration of the SOA data is required, the
following tools can be run -
Communication Control Toolkit : CCT Console
Contact Center Manager Server : Service Configuration

Avaya Media Server Software

The following software is available in the Avaya Aura® Contact Center 6.3 service pack bundle.
OS Platform Install Software Version Folder Location

Windows InstallerMAS.exe 7.5.0.1140 ..\Install Software\AMS\Windows
ContactCenterServicesForAMS.msi 6.3.0.115 ..\Install Software\AMS\Windows
Linux MediaServer_7.5.0.1140_2013.06.13.bin 7.5.0.1140 ..\Install Software\AMS\Linux
ContactCenterServicesForAMS_6.3.0.115 6.3.0.115 ..\Install Software\AMS\Linux
Please see the Section Avaya Media Server for details on how to install the Avaya Media Server
software components. This section discusses both new installations and existing system upgrades
for both Windows and Linux.

Remote Access
The AACC product will be supported using the Remote Desktop Connection (RDC) Microsoft
Windows utility.
This utility will allow the Avaya support or design resource to remotely access the customer
server from a remote PC and be able to administer the server as if logged in directly to that
server.
RDC uses port 3389 so this port should be enabled on all co-resident or standalone servers in the
AACC solution installed.
For Linux-based Avaya Media Server installations, Secure Shell (SSH) port 22 should be enabled
to allow remote access to the server.

DVD Controller
INSTALLATION OF PRODUCT UPDATES
It is mandatory that that you update your system with the latest product updates when setting up
your system.
Product Updates should be downloaded to the local system prior to the installation of your
AACC software. During the installation you will be prompted to provide the folder where these
updates are located.
INSTALLING ON A TRADITIONAL CHINESE OPERATING SYSTEM:

If you are performing an installation of Avaya Aura® Contact Center 6.3 on a Traditional
Chinese operating system please contact your Avaya account Manager/representative prior to
continuing with your installation.
Installation Instructions
In the ‘interview stage’ for the CCMM Primary Server tab, a new text box has been introduced to
query the UC Server address. For CM, enter the CLAN IP address.

After a fresh deployment of Avaya Aura® Contact Center 6.3 Service Pack 11, a Third Party
software upgrade is mandatory. Please refer to the section Third-Party Software for more
information.
Configuration Issues
None
Co-Res Installations
None.
None.

None.

None.
Common Components
None
None.

None.
Post Uninstall (Downgrade to 6.2) Instructions

wi01055139 6.2 SP7- Sysop- Parameter to disabled IPV6 is removed out of registry after
downgraded from 6.3 to SP7
I downgraded from 6.3 Service Pack 8 to 6.2 (E.g. Service Pack 7) then IPv6 must be disabled
manually.
This has been fixed in Service Pack 9.
Workaround:
Disabling Internet Protocol version 6
About this task
Disable internet protocol version 6 (IPv6) to ensure correct operation of the Contact Center
software.
Procedure
1. Search the Microsoft support Web site for instructions to locate the instructions to disable
IPv6 in the Windows Server 2008 registry.
2. Follow the Microsoft instructions to disable all IPv6 components.
Downloading the most recent patches to the server
3. Reboot the server, if required.
None.

PVI Checker
Please refer to the Planning &Engineering Guide (NN44400-210), for all recommendations
regarding the minimum machine specification required. The PVI checker will block installation
of AACC 6.3 on any machine that does not meet the minimum specifications.
None.

None.
None.

Contact Center Patch Manager

None
Install time patching of the AvayaAura CCCC ServicePack is mandatory.
For upgrades the CCCC service pack should be applied first as this contains the latest version of
the patch manager application.

None.
Prior to using the Contact Center Patch Manager for the first time you must have installed the
latest Common Components Service Pack as outlined in this document.

Required Patches on CS1000

The following list of packages and patches are required for the AACC / CS1000 integration:
Required packages for Converged Office are: 77, 153, 164, 242, 243, 324
41, 42, 43, 50, 114, 155, 214
215, 218, 247, 311, 324
Required packages for SIP CTI are: 77, 153, 164, 242, 243, 324
41, 42, 43, 50, 114, 155, 214,
215, 218, 247, 311, 324
CS 1000 PI PEP Comments

R7.5 Enabler
Note that CS 1000 R7.5 is End of Manufacture Support for software since September 2013.
MPLR29976 Multimedia contact cannot return to queue while agent is holding a CDN call.
Free of charge PI PEP for AACC.
MPLR30038 New constant required when CCMS pulls call from interruptible IVR &
Or presents to agent.
MPLR32468 MPLR32468 also available alternatively as merge of MPLR31712,
MPLR31870 and MPLR30038.
Free of charge PI PEPs for AACC.
MPLR32646 CS1000 - Different CLID on CCT desktop and acquired phone when DAPC
feature is used. PI: MPLR32414 issue - AACC Agent display issue for local
calls + merge with MPLR32279/MPLR32495/MPLR32552
Chargeable PI PEP for AACC
MPLR32439 AACC USM Ringing event is missing if the call goes back to SCR of the
original agent /RGNA feature. Only required if agent configured for RGNA,
and only applicable for AACC-SIP (not AACC-AML).
GEN patch for AACC.
CS 1000 DepList PI PEP Comments
R7.6 Patch Enabler
MPLR33041 MPLR32229 Multimedia contact cannot return to queue while agent is holding a CDN call.
Package 411 prevents agent acquired by AACC from going NOT_READY
without dropping the active call.
MPLR32229 – Free of charge PI PEP for AACC
MPLR33041 – GEN PEP
MPLR32413 MPLR30038 New constant required when CCMS pulls call from interruptible IVR &
presents to agent.
MPLR30038 – Free of charge PI PEP for AACC
MPLR32439 AACC USM Ringing event is missing if the call goes back to SCR of the
original agent /RGNA feature.
Only required if agent configured for RGNA, and only applicable for AACC-
SIP (not AACC-AML).
NOTE:
Channel Partners will need to follow the standard PI Request process (per Communication
Server 1000 Product Improvement by PEP (Patch) Policy). These patches will be available at
no charge on approval to support this configuration.
Note that Unified Communication products (CS1000, CM, AES etc.) and other products in
your solution follow independent lifecycle dates. Depending on their lifecycle state, full
support may not be available on older versions of these products. In case where AACC
patches require a dependent patch on the switch, that patch may not be available on an old

switch release that is in End of Manufacture Support lifecycle state. Please refer to lifecycle
bulletins specific to the products/versions in your solution.

Additional Voice Services

AACC SP11 introduces additional compatibility with the following Avaya Products:
Product name Supported releases

Avaya Aura® Experience Portal Release 7.0

Aura Installations
This section of the release notes deals with the AACC – Avaya Aura 5.2/6.1/6.2 integrations. For
CS1000 details refer to section above. These should be used in conjunction with the Installation
Guide.
Note: This is the minimum required lineup and should be in place before upgrading to SP11
Note: In a situation where AACC and the UC sides need to be upgraded and the upgrades cannot
occur in the same maintenance windows, Avaya recommends that AACC is upgraded first and
the UC is upgraded as soon as possible afterwards. During this upgrade period, no call flow
changes should be made until both UC and AACC are patched.
Product Release Initial Software Version Patch
ME 6.2.0.0.3105 System Platform 6.2.1.0.9 vsp-patch-6.2.1.3.9

cm 06.2-02.0.823.0 06.2-02.0.823.0-21049 (SP7.01)
smgr 6.2.12.0 SP4_Patch4
aes 6.1.2.0.32 612_SuperPatch_4
utility_server 6.2.0.0.15
SM 6.2.0.0.620120 6.2.3.6.01623106(SP3 patch 6)
Presence_va 06.01.00.00-
0502 06.01.05.06-1204 (SP5 Patch 6)
System Platform
ME 6.2.2.0.1120 6.3.0.0.18002
cm 06.3-03.0.124.0 06.03.0.124.0-21106
smgr 6.3.8.0 SP3_r2501719
aes 6..3.0.0.212
SM 6.3.2.0.632028 6.3.3.0.633004
Presence_va 06.2.0.0.182
MBT 5.2.1.3.5 cm R015x.02.1.016.4 CM-Patch-20102

aes r5-2-1-103ses AES Patch 5
SES-5.2.1.0-016.4 SES SP7b
MBT 5.2.1.3.6 cm R015x.02.1.016.4 CM-Patch-20102

aes r5-2-1-103 AES Patch 5
ses SES-5.2.1.0-016.4 SES SP7b

MBT 5.2.1.0.7 System Platform 6.0.3.0.3 6.0.3.10.3

cm R015x.02.1.016.4 CM-Patch-20102
aes r5-2-3-110
ses SES-5.2.1.0-016.4 SES SP7b
Aura FP2 (both on a Physical & Virtualized Environment)

SMGR 6.3 6.3.8.0 SP3_r2501719
SM 6.3 Asm-6.3.0.0.630039 Asm-6.3.3.0.633004 (SP3)
CM 6.3 cm 06.3-03.0.124.0 06.03.0.124.0-21106
AES 6.3 6.3.0.0212-0 Super Patch 1
Presence 6.2 PS-VA-6.2.1.10.201 Patch 10
SMGR, CM and AES are installed on System Platform version 6.3.0.0.18002 w
SM is installed on RHEL Kickstart csp-6.2-04_25_2013
Aura FP1
SMGR 6.3 6.3.8.0 SP1 r1212
SM 6.3 Asm-6.3.0.0.630039 Asm-6.3.1.0.631004 (SP1)
CM 6.2 cm 06.2-02.0.823.0 06.2-02.0.823.0-21049 (SP7.01)
AES 6.2 r6-2-0-18 SuperPatch_2
Presence 6.1 06.01.00.00-0502 06.01.05.02-1204 (SP5 Patch 2)
SMGR is installed on System Platform version 6.3.0.0.18002
CM and AES are installed on System Platform version 6.2.1.0.9 with patch 6.2.2.09001.0
Presence is installed on System Platform version 6.0.3.0.3 with patch 6.0.3.10.3
SM is installed using ASM 6.2 RedHat linux Kickstart

Aura FP3 (both on a Physical & Virtualized Environment)

SMGR 6.3 6.3.8.0 System_Manager_6.3.4_r3401830
SM 6.3 Asm-6.3.0.0.630039 asm-6.3.4.0.634014 (SP4)
CM 6.3 cm 06.3-03.0.124.0 06.03.0.124.0-21106
AES 6.3 6.3.1.0.19
Presence 6.2 PS-6.2.20-304
Aura 6.2
SMGR 6.2 6.2.12.0 SP4_Patch3_r2019
SM 6.2 Asm-6.2.0.0.60120 6.2.3.6.01623106(SP3 patch 6)
CM 6.2 cm 06.2-02.0.823.0 06.2-02.0.823.0-21049 (SP7.01)
AES 6.2 r6-2-0-18 SuperPatch_3
SMGR, CM and AES are installed on System Platform version 6.2.1.0.9 with patch
6.2.2.09001.0
Presence is installed on System Platform version 6.0.3.0.3 with patch 6.0.3.10.3
Aura 6.1
SMGR 6.1 6.2.12.1 SP8_Patch4 – r2011
SM 6.1 Asm-6.1.0.0.610023 asm-6.1.7.0.617012 (SP7)
CM 6.1 cm 00.1.510.1 00.1.510.1-(sp11.01) 21061
AES 6.1 aes 6.1.2.0.32 612_SuperPatch_4
SMGR, CM, AES and Presence are installed on System Platform version 6.0.3.0.3 with patch
6.0.3.10.3

5.2

SES 5.2 02.1.106.4 SP7b
CM 5.2 02.1.106.4 02.1.106.4-20102 (SP14)
AES 5.2 R5-2-4-114-0
CM, AES and SES are installed as Software Only systems
Note that Unified Communication products (CS1000, CM, AES etc.) and other products in
your solution follow independent lifecycle dates. Depending on their lifecycle state, full
support may not be available on older versions of these products. In case where AACC
patches require a dependent patch on the switch, that patch may not be available on an old
switch release that is in End of Manufacture Support lifecycle state. Please refer to lifecycle
bulletins specific to the products/versions in your solution.
wi01078943: "183 Session Progress" msg into AACC causes call drop if agent doesn't answer
before 8 seconds
On page 5 of 22 under trunk-group on Communication Manager (CM), there is a setting Convert 180 to
183 for Early Media?
Please ensure that this is set to no for all trunk groups used within AACC.
wi01083339: Need to Add "Per Station CPN - Send Calling Number" feature configuration as
mandatory in "Creating Agent extensions"
When configuring / adding / modifying Agent stations, Please ensure that "Per Station CPN - Send
Calling Number" feature is enabled. This is enabled by default when creating a station & is located on
page 2 of station configuration on CM.
Note: if Per Station CPN - Send Calling Number is turned on, nothing is displayed besides the setting,
if turned off “n” is displayed. This feature is turned off to prevent sending the stations CLI when out
dialing.
AACC does not support turning off this feature.
Wi00985181 Backing up and Restore of Certificate Manager store and relevant information

Certificate Manager is not linked to the main backup and restore of AACC proper and therefore has to be
backed up in addition to the main AACC backup and restore procedure.
Before the upgrade

1. Take note of content of the Certificate Store, number of certificates in the store and their values.
2. Stop all AACC services
3. Open Certificate Manager and go to the Store Maintenance tab
4. Select the location where you want the backup to be saved and then hit Backup button
5. In addition to this there is a manual step where the user will have to follow the next steps
6. Open a notepad or WordPad application.
7.
Go to
HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Services\CCMS_SIP_Service\Parameters\
JVMOptions
An entry in there called “-Dcom.nortel.contactcenter.sgm.security.KeyStorePwd” , copy out the Value

data into a text file and store in
a safe area. This is the encrypted password to access Certificate Manager.
Upgrade your system.
After upgrade
There is one mandatory step and based on the result of this step the possibility of a several other steps
being required.
1. Open Certificate Manager, If access to the Certificate Store fails then this means that the original
password in the registry
2. entry has been overwritten with the default “__avaya” (that’s two underscores).
(a) Use this password (__avaya) and check its contents. If the contents are the same as before the
upgrade then no other action is required as the store has remained untouched during the
upgrade process. Successful access using this __avaya password will usually result in a
certificate store that has been upgraded and therefore original contents will be overwritten.
(b) If access is possible with the original password then again check the contents of the store to
confirm it is the original one and the upgrade has not overwritten it. No other action is required
if this is the case.
3. [OPTIONAL]
If the check on the Certificate Manager shows that the original certificates have been overwritten
by the upgrade then
performed the following steps
4. Stop all AACC services
8. Open Certificate Manager and go to the Store Maintenance tab
9. Browse to where the backup was saved to
10. Select the Restore button
11. Copy the saved password back into the “-Dcom.nortel.contactcenter.sgm.security.KeyStorePwd”
registry location
Reopen the Certificate Manager and confirm the contents have been restored to their pre-upgrade state.

wi01087600 Preservation of AACC Call Redirection Support Settings on

Downgrade & Upgrade
Settings for the AACC Call Redirection Support feature are stored within file:
<ContactCenterDrive>\Avaya\Contact Center\Manager Server\iccm\sgm\config\SGM.properties
This file can be directly modified by users to change various SGM settings.
On removal of Service Pack 11, this file is not retained (it is not removed but is replaced by a previous
version). Therefore, any new settings that have been introduced by the user are lost.
To assist in the preservation of new user data, a backup of the file is created. This backup can be
retrieved and reused after downgrading or upgrading from Service Pack 11.
On removal of Service Pack 11, the above file is backed up as follows:
 Back-up File Name:
AvayaAura_CCMS_6.3.211.0_SGM.properties.bkp
 Back-up File Location:
<ContactCenterDrive>:\Avaya\Contact Center\Manager Server\iccm\sgm\config
Downgrades:
If downgrading results in a loss of data, please follow the steps described:
1. Remove Service Pack 11
2. Install your chosen Service Pack
3. Retrieve SGM.properties file backup
4. Replace existing SGM.Properties with backup copy (rename backup copy)
5. Restart Avaya Aura® Contact Center
Upgrades:
In release 6.4 and later, AACC Call Redirection settings have been migrated from SGM.properties to
the CCMS database. These settings are now modifiable via:
CCMA->Configuration->Global Settings->Redirection Settings.
On upgrade to 6.4 please ensure that any previously modified SGM.properties for AACC Call
Redirection Support have their appropriate matching values updated via CCMA->Configuration-
>Global Settings
Please note that database settings take precedence over SGM.properties settings.
Call Redirection with AACC SIP Deployments
 Call Redirection in an Avaya Aura® Contact Center refers to the scenario where a
Contact Center agent transfers an inbound Contact Center call to an alternative location
which subsequently redirects the call back into the Avaya Aura® Contact Center.
 The alternative location can be one of:
– Expert (Local to CM or remote)
– VDN
– AAEP
 This redirection can take a number of forms:
– Coverage on Busy
– Coverage no Answer
– Coverage all calls
– Call Forward all calls
– Transfer
– Conference

– Scripting (Vector / AAEP)
Call Redirection is not enabled by default with AACC 6.3 SP11.
If you wish to avail of this feature then you need to download the Application Note from
support.avaya.com and confirm that your Avaya Aura Unified Communications stack is updated
to the correct version (including patches). You should also note the limitations with this feature
as documented in the application note.
AACC SP 11 aligns with CM 6.3. A change was introduced in CM 6.3 that enables AACC to
support redirection from experts on a remote CM. Please refer to the Application Note for more
detailed information.
Redirection improvements will only apply to AACC SIP with Avaya Aura deployments. The
redirection improvements will not apply to AACC SIP CS1k deployments. For AACC SIP CS1k
deployments redirection remains an unsupported activity.
IMPORTANT NOTE: if you have already enabled redirection on the AACC due to an SP9,
SP10 upgrade – you will need to manually re-enable redirection after installation of SP11.
You will need to re-enable the setting on both the active and standby servers in a HA
environment. (Re-enabling simply means editing the configuration file and changing the
setting from false to true as outlined in the Redirection Application Note).
Note: With call redirection, an agent can perform a consult transfer to AAEP. However, there is
a limitation in a very specific scenario that if an agent were to initiate a consult transfer to AEP
and the agent were to select menu options which resulted in AEP sending the call back to AACC
and the agent does not complete the transfer before AEP attempts to send the call back to
AACC, there is an issue that the agent doesn’t get through to the Contact Center (on the consult
leg of the call)
However, the agent can toggle back to the customer leg of the call as the customer is still on
hold– so the customer leg is not dropped.

SIP specific issues

CTI behaviour for Transfer and Conference
CTI behaviour of Transfer and Conference in AACC SIP installations is not linked to any
particular AACC release but depends on CTI Switch used in the solution:
 CS 1000 or Avaya Aura® Application Enablement Services version 6.2 or greater:
o Consultation Transfer Call can only be completed using CTI as Transfer.
o Consultation Conference Call can only be completed using CTI as Conference.
 Avaya Aura® Application Enablement Services version 6.1 or earlier:
o Consultation Transfer Call can be completed using CTI as either Transfer or
Conference.
o Consultation Conference Call can be completed using CTI as either Conference or
Transfer.
Call Redirection with Microsoft Exchange VoiceMail

The AACC Call Redirection Application Notes stated incorrectly that Microsoft Exchange
VoiceMail is a supported feature of AACC 6.3 SIP installations. The following scenario resulted
in Contacts getting stuck in Agent Desktop after call for agent covers to Exchange VoiceMail:
 Agent 1 calls Agent 2 but receives a busy tone.
 Agent 1 leaves a Microsoft Exchange VoiceMail to Agent 2.
 Agent 2's AAAD GUI throws a notification message that there is a voicemail pending.
 Agent 2 attempts to dismiss this notification but is unable.
 Agent 2 has to force terminate AAAD through CTRL+ALT+DEL Task Manager.
Resolution: The documentation has been updated to state that AACC supports Voice Mail Call
Redirection to Avaya Messaging (AAM), Communication Manager Messaging (CMM) and
Modular Messaging (MM).

SIP HA Specific Issues

HA Installation: Linux version of Avaya Media Server only supported on 32 bit Redhat
Enterprise Linux 5.x or 6.3+.
The Linux version of the Avaya Media Server is only supported on the 32 bit version of
Redhat Enterprise 5.x or 6.3 linux installed only with the linux English language pack.
HA Installation: Avaya G430 / G450 on same Subnet as Avaya Media Server HA Pair
If the G430 / G450 is on the same subnet as the Avaya Media Server HA Pair, then ARP
Spoofing protection needs to be disabled on the G4x0 to allow for correct operation in the event
of an Avaya Media Server Failover. In an Avaya Media Server HA Pair, when the current active
AMS fails, the backup AMS will send Gratuitous ARP messages indicating that its MAC address
should be used for the Managed IP address of the Avaya Media Server HA pair. The G4x0 is
normally configured to enable ARP Spoofing protection which will cause the G4x0 to ignore
these GARP messages causing one-way speech path problems when an Avaya Media Server
failover occurs. The ARP Spoof protection must be disabled on the G4x0 using the CLI
command:
“no ip arp inspection”
HA Installation: Avaya G650 Gateway MedPro boards cannot be on same subnet as Avaya
Media Server HA Pair
Unlike G4x0 gateways, G650 gateways do not allow for ARP Spoofing protection to be
turned off at all. Therefore, to avoid the one-way speech path issues indicated above in the event
of an AMS HA pair failover, the MedPro boards of any G650 gateways used to communicate
with AMS must be homed on a different subnet. This ensures these boards do not need to handle
the GARP messages issued by the AMS backup server during a failover.
The management IP address of the gateway itself is not likewise impacted, since there is
no media traffic with the AMS servers crossing that network interface. That is, the gateway’s
own address can be in any required subnet.


Agents URIs need to be unique across all agents and media type. The domain for IM Presence
users should be different from the Voice domain e.g. Agent 1 should have a Voice URI of
AgentVoiceURI@voicedomain.com and the presence username should be
AgentIMURI@presencedomain.com.
Also an agent should not have the same prefix name if they are configured for Voice and
Presence. If they have the same name, then this can cause issues on AAAD where an agent wants
to make a make a call out of the Contact Center. So the following is not supported and will be
blocked in CCMA when creating or modifying an agent e.g. Agent1@voicedomain.com and
Agent1@presencedomain.com are not supported.
Customers migrating from a CS1K\OCS based install should check that Agents names are
unique. Otherwise errors may occur when modifying these agents.
G.729 Codec Support

In configurations where network bandwidth is limited, G.729 can be used as the Voice codec on
either the customer leg OR the agent leg of the call. G.729 is NOT supported on both legs of the
Contact Center call as this could result in voice quality issues.
Customer leg Audio codec preference is controlled by CM configuration (ip-codec-set). If G.729

is the first in the list, then the Customer leg preference is G.729. The AMS must have G.729 in
its Audio Codec list.
The CM ip-codec-set page is shown below:
Agent leg Audio codec preference is controlled by AMS configuration. If G.729 is required on
the agent leg then the G.729 codec should be first in the list in: EM->System Configuration-
>Media Processing->Audio Codecs
Note: G.729 should not be first on the list on both CM and AMS as this will result in G.729
being used in both customer and agent leg of call.

G.729 MUST be in the AMS Audio Codec list is SIP Call Recording is being used as the ACR
only uses G.729. Note: As the ACR recording leg is not on the voice path between agent and
customer, it will have no impact on voice quality of this call.
AMS audio codec configuration is shown below:
Voice Codec Packet Size (ptime) limitations

Voice codecs MUST use a Packet Size (ptime) of 20ms. Larger Packet sizes are not supported.
Known CCT Limitations

It needs to be pointed out that the CCT Lite and Graphical APIs are not supported for SIP
deployments. This limitation only applies to custom developed CCT client applications and does
not impact AAAD in any way.
Known CCMS limitations

AACC supports limited multiplicity for routed IMs
If an agent is enabled with multiplicity then he cannot have IM contact type value greater than 1
in the multiplicity presentation class. What this means is that an agent can handle only one IM
call in multiplicity mode. This call can be presented while the agent is on a voice call. Attached
bitmap details where this IM contact type value is set.
This applies to both the IM providers (Microsoft Office Communications Server & Avaya
Presence Services) that AACC can be configured for.
This does not affect multiplicity support for other contact types. Also this does not affect support
for Peer to Peer IMs or the Routed IMs for non-multiplicity configured agents.


Avaya Media Server

AACC 6.3 includes Avaya Media Server 7.5. Upgrading an existing installation of AMS 7.0 to
7.5 requires full uninstallation of the existing version. Full procedures are documented in
NN44400-410 AACC Upgrade and Patch Guide. You should also take note of the items
discussed below when performing installations and upgrades of AMS 7.5 for AACC.
AACC 6.3 Service Pack 11 includes newer Avaya Media Server and Contact Center Services for
AMS (CCSA) installation packages than those supplied with all earlier service packs. If
performing upgrades from AACC 6.2 or earlier, ensure you use the installers for your applicable
operating system that are supplied in the Service Pack 11 bundle rather than that supplied with
the AACC 6.3 DVD or SP8/SP9 bundles. The procedures for upgrading from Service Pack 8, 9
or 10 to Service Pack 11 are provided below.
Note on Terminology
The Contact Center Services for AMS package that is installed on top of Avaya Media Server for
use with AACC was previously abbreviated to ‘CCSM’ (this is a historical reference to ‘MAS’ or
Media Application Server, which was renamed to Avaya Media Server).
The abbreviation ‘CCSA’ is being adopted generally in this document and other AACC user
documentation for version 6.3 and moving forward. The term ‘CCSM’ is still used in some
instances below, but only when referencing AACC 6.2 installations.
Installation Notes
Windows Firewall and AMS PVI Checker
 The latest version of the AACC firewall policy should be applied to Windows based systems
when installing AMS 7.5. This is most important for standalone Windows AMS servers
where port usage has changed from AMS 7.0 installations.
 Due to known issues with the AMS PVI Checker (see AMS Known Issues list below), the
Windows Firewall should be temporarily disabled when installing AMS 7.5 manually (i.e. as
part of applying Service Pack 11). Once AMS installation has completed, the firewall can be
safely re-enabled. This applies both to Single Server systems with AACC installed and also
to standalone Windows AMS servers. Steps for this are included in the procedures described
below.
 Also note that aside from the known issue reported below, attempting to install AMS whilst
the Windows firewall is enabled will cause the AMS installer to appear to freeze for several
minutes. This is on account of the PVI Checker also. Do not kill the installation process – it
will recover. When it does so, it will report failures as per the note above. If you disable the
Windows Firewall whilst the AMS PVI Checker screen is still displayed, you can then close
the screen and the installation should proceed correctly after a few moments.
Red Hat Enterprise Linux 6.x

AMS 7.5 introduces support for RHEL 6.x, though RHEL 5.x is also still supported. Customers,
especially those upgrading their existing AMS systems from RHEL 5.x, should note that the

setup process requires some post-installation configuration steps on Red Hat prior to installing
AMS that were not previously necessary when using RHEL 5.x. This is due to the set of default
packages installed with the OS having changed for RHEL 6.x and AMS having some package
dependencies that are no longer in the default package set.
Additional installation steps to cover this are documented in NN44400-311 AACC installation
Guide and also NN44400-410 AACC Upgrade and Patch Guide. The following sequence of
commands (which should be executed as the root user) summarises the steps needed to apply the
correct packages via the ‘yum’ package manager. Ensure the RHEL 6.x DVD is inserted into
your system’s DVD drive before completing this procedure:
1. Insert the Red Hat Enterprise Linux (RHEL) DVD in the server DVD drive.
2. Change to the root user by running the following command:

su —
3. Mount the RHEL DVD by running the following commands:

mkdir mnt/cdrom
mount -t auto /dev/cdrom /mnt/cdrom
4. Set up the YUM repository by copying the yum .repo file from the RHEL DVD,
using the following command:
cp /mnt/cdrom/media.repo /etc/yum.repos.d/
5. Set up the YUM repository .repo file permissions using the following command:
chmod +rw /etc/yum.repos.d/media.repo
6. Configure YUM to point to the mounted DVD image. For example, enter:
echo -e "baseurl=file:///mnt/cdrom\nenabled=1" >>
/etc/yum.repos.d/media.repo
7. Use the YUM command to install all the packages required by Avaya Media
Server:
yum install libX11.i686
yum install libXdmcp.i686
yum install net-snmp-utils
Also note that the use of desktop GUIs such as Gnome or KDE is not supported on RHEL
systems operating Avaya Media Server.
ccsaupgrade vs. masupgrade
Certain MAS/AMS upgrade procedures in the past have involved the use of the masupgrade
command line utility to restore configuration and application content backups from the earlier
MAS/AMS version to the newer version. This step was performed after installation of the
updated AMS and CCSM versions was completed.
When upgrading to AMS 7.5, a similar step is necessary to upgrade and restore the backups taken
from the AMS 7.0 system. However, due to certain database content in these backups for CCSM

that is no longer applicable to AACC 6.3, running the masupgrade tool on these backups will
result in the CCSA applications (particularly Agent Greeting) being inoperable. Don’t panic.
To address this, CCSA now includes a new command line utility of its own, named
‘ccsaupgrade’. This should now be used instead of the existing masupgrade tool. (This is also
reflected in NN44400-410 AACC Upgrade and Patch Guide.)
This utility accepts zero, one or two backup files as command line arguments and will perform
the upgrade of these as per the masupgrade utility and then subsequently update the database to
remove the redundant and incompatible configuration data for CCSA. If you supply no command
line arguments, it will simply perform the last step. That is to say if you previously ran
masupgrade on your backups before reading this note, you can run ccsaupgrade with no
arguments to correct the AMS database accordingly. The tool can be run multiple times without
ill effect.
New Single Server installations of AACC 6.3 SP11
If performing a new Single Server (AACC + AMS on a single Windows instance) installation of
AACC 6.3 SP11 by using the AACC 6.3 DVD in conjunction with the SP11 release bundle for
install time patching, you must still manually upgrade the version of CCSA after completing the
installation wizard. This is because the AACC installation wizard does not use the CCSA version
supplied in release bundles in preference to that supplied on the DVD as part of the install time
patching process.
To perform this upgrade, simply follow the procedure in the section below.
Upgrading AMS on Windows servers from AACC 6.3 SP10 to SP11
The versions of AMS and CCSA used by SP11 have all changed from those provided with SP10.
SP10 and SP11 both use the same version of Tomcat. Follow this procedure to upgrade these on
your existing SP11 system.
1) If this is an AMS primary node, perform a backup of ‘System Configuration’ and

‘Application Content’ via the Tools -> Backup and Restore -> Backup Tasks page in
AMS Element Manager.
Note: The default location for AMS backups is
%MASHOME%\platdata\EAM\Backups.
2) If this is a Single Server (AACC+AMS) environment, shutdown AACC via the System
Control and Monitor Utility
3) Uninstall Contact Center Services for AMS via the Windows Control Panel
4) Locate the Install Software\AMS\Windows folder on the SP11 Release Bundle, launch
the Avaya Media Server installer and proceed through the installation wizard:
InstallerMAS.exe
5) Launch the Contact Center Services for AMS installer and proceed through the
installation wizard:
ContactCenterServicesForAMS.msi
6) Apply all available AMS and CCSA QFE patches.
a. Copy all available patch ZIP files to the %MASHOME%\QFE folder

b. Run the following command:

maspatch apply all
7) Reboot the server
Upgrading AMS on Windows servers from AACC 6.3 SP8/SP9 to SP11
The versions of AMS, Tomcat and CCSA used by SP11 have all changed from those provided
with SP8 and SP9. Follow this procedure to upgrade these on your existing SP8 or SP9 system.

‘Application Content’ via the Tools -> Backup and Restore -> Backup Tasks page in
AMS Element Manager.
Note: The default location for AMS backups is
%MASHOME%\platdata\EAM\Backups.
3) Uninstall Contact Center Services for AMS via the Windows Control Panel
4) If this is a standalone AMS server, uninstall Contact Center Tomcat Instance via the
Windows Control Panel. (For a Single Server system, this step is not necessary, since
Tomcat is upgraded via the Third Party Software Upgrade utility supplied with the AACC
6.3 SP10 and SP11 Release Bundles.)
5) Locate the Install Software\AMS\Windows folder on the SP11 Release Bundle, launch
the Avaya Media Server installer and proceed through the installation wizard:
InstallerMAS.exe
6) If this is a standalone AMS server, install the Contact Center Tomcat Instance:
a. Locate the 32-bit Tomcat folder on the AACC 6.3 SP11 Release Bundle:
<drive>:\ThirdParty\ThirdPartySoftware\TomcatAMS\Tomcat6.0.35
b. Launch the Tomcat installer: ContactCenterTomcatInstall.msi
7) Return to the Install Software\AMS\Windows folder, launch the Contact Center
Services for AMS installer and proceed through the installation wizard:
ContactCenterServicesForAMS.msi
8) Apply all available AMS and CCSA QFE patches.
a. Copy all available patch ZIP files to the %MASHOME%\QFE folder
b. Run the following command:
maspatch apply all
Upgrading AMS on Windows servers from AACC 6.2 to 6.3 SP11
Upgrading an existing AMS installation from AACC 6.2 to AACC 6.3 implies replacing AMS
7.0 with AMS 7.5. The procedure below accomplishes this task and accounts for both standalone
AMS installations and Single Server (AACC + AMS on a single Windows instance) installations.
Note that this upgrade process is not documented in the AACC 6.3 user documentation, but
addressed here only.
Note on standalone AMS installations

Avaya no longer supports standalone deployments of Avaya Media Server on Windows for new
AACC customers from version 6.3 onwards. As such, there is no longer an option available on
the AACC 6.3 DVD to install only Avaya Media Server.
For existing customers of AACC 6.2 or earlier using standalone AMS deployments on Windows,
these can be upgraded to AMS 7.5 for use with AACC 6.3 using the procedure below and will be
supported.
Upgrade Procedure
Note that for Single Server environments, this task should be performed after applying SP11 to
AACC itself. It cannot be performed in parallel with that task on a Single Server environment.
Where referenced below, the AMS, Tomcat and CCSA installation packages MUST be taken
from the AACC 6.3 SP11 Release Bundle and not the AACC 6.3 DVD.
1) If this is a standalone AMS environment and you are upgrading a primary server, ensure you
retain a copy of your current AMS license keys (you do not need to do so for secondary or
standard servers in a multi-node AMS cluster). If you do not have the original license file
containing these to hand, you can copy the current license key content from the License Keys
field on the Licensing  General Settings page in Element Manager into a text file and save
this in a secure location.
2) Apply the latest AACC Windows Firewall Policy
a) Launch the firewall policy tool – Start -> Administrative Tools -> Windows Firewall
Policy with Advanced Security
b) Click ‘Import Policy…’, answer Yes when prompted, and locate the AACC Firewall
Policy file on the AACC 6.3 DVD or SP11 Release Bundle:
<drive>:\AACCFirewallPolicy\AACC Firewall Policy (Ver 1.17).wfw
Note: In order to enable Rollback of this policy it is recommended that you export your
existing Firewall setting from the “Windows Firewall with Advanced Security”
application before you apply this AACC Firewall Policy. If you subsequently need to roll
back the policy, you can import your saved policy file and this will remove the new
AACC policy settings.
3) Disable the Windows Firewall (see notes on this in the firewall section above)
4) If you have deployed any locale specific media files to the AMS filesystem (as opposed to the
Content Store), take a backup of these files. These will have been deployed in the relevant
locale sub-folders of %MASHOME%\platdata\Announcements\contactcenter\default
‘Application Content’ via the Tools -> Backup and Restore -> Backup Tasks page in AMS
Element Manager. Do not include ‘Network Data’ in your backup.
Note: The default location for AMS backups is %MASHOME%\platdata\EAM\Backups.
When uninstalling the existing AMS version, this folder will be left intact if any backups are
present.
7) Uninstall AMS:
a) If the AACC system was NOT previously upgraded from AACC 6.0 or 6.1, uninstall
AMS using the AACC Uninstall tool (Start -> All Programs -> Avaya -> Contact
Center -> Uninstall Contact Center).
b) Otherwise, uninstall AMS via the Windows Control Panel.

i) If this is a Single Server co-resident installation with AACC, uninstall

CCEXPRESS_ICPCONFIG
ii) Uninstall Contact Center Services for AMS
iii) Uninstall Avaya Media Server Application Platform. When prompted whether to
Preserve or Remove system data, select the Remove option.
8) Do not reboot if prompted to do so after uninstalling AMS. (If you do so and this is a Single
Server environment, remember to shutdown AACC again after rebooting.)
9) Locate the Install Software\AMS\Windows folder on the SP11 Release Bundle and launch
the Avaya Media Server installer:
InstallerMAS.exe
10) Proceed through the installation wizard
a) When prompted for the installation path, the recommended path to use is
“D:\Avaya\MAS”.
(This assumes that AACC has been installed at its default location of “D:\Avaya”.)
b) Ensure that the ‘Install Element Manager’ option is selected
11) Do not reboot when prompted to do so after installing AMS. (If you do so and this is a Single
Server environment, some AACC or AMS services will fail to start. However, this will be
resolved after rebooting at step 17 below.)
12) If this is a standalone AMS environment, install the Contact Center Tomcat Instance:
a) Locate the Tomcat folder on the AACC 6.3 SP11 Release Bundle:
<drive>:\ThirdParty\ThirdPartySoftware\TomcatAMS\Tomcat6.0.35
b) Launch the Tomcat installer: ContactCenterTomcatInstall.msi
13) Locate the AMS Windows folder on the SP11 Release Bundle and launch the Contact Center
Services for AMS installer:
<drive>:\Install Software\AMS\Windows\ContactCenterServicesForAMS.msi
14) Proceed through the installation wizard
15) Apply all available AMS and CCSA QFE patches. (Patches available at time of writing this
are identified in section Additional Avaya Media Server Updates
a) Unzip the packages which contain QFE ZIP files for both Linux and Windows.
b) Copy all available Windows QFE patch ZIP files to the %MASHOME%\QFE folder
c) Run the following command:
maspatch apply all
17) If this is an AMS primary node, upgrade and restore the backups taken in step 5 using the
ccsaupgrade command-line tool:
ccsaupgrade <system-config-backup > <app-data-backup>
18) Re-enable the Windows Firewall
19) Restore the locale specific media files that were backed up in Step 4 (if any).
20) If this is a standalone AMS environment, re-apply your AMS license via the Licensing 
General Settings page in Element Manager
Notes on this procedure:
A. At step 7 above, if the system was originally installed with AACC 6.2 (and not upgraded
from 6.0 or 6.1), this implies that the current Avaya MS major version (i.e. 7.0) on the
Windows server was installed via the AACC 6.2 setup wizard on the DVD (you may have
upgraded the AMS loads for SP5 or SP6 in the meantime, but this is not significant as these
still use the same major version). In this situation, if you attempt to use the Windows
Control Panel to uninstall AMS, you will most likely encounter problems. Depending upon

the particular AACC 6.2 Service Pack currently installed, you either will not be able to do so
properly, or doing so will result in the AMS database being left on the system and
consequently blocking the installation of newer AMS releases (this is a side-effect of the
AACC DVD controller performing a silent installation of AMS, as opposed to a bug of the
AMS uninstallation tool). If you do attempt this though (because you did not read these
instructions first) and find yourself in the latter situation, re-run the AMS installation file
from your current service pack release bundle (eg. SP5, SP6 or SP7 as appropriate) to
recover the system and then uninstall AMS again via the ‘Uninstall Contact Center’ utility.)
B. At step 9, if this is a Single Server environment and AACC was not already shutdown (per
step 6), this will cause the AMS PVI Checker to flag failure conditions due to conflicting
port utilisation between AACC and AMS.
Installation of CCSA re-configures AMS to avoid any port conflicts, and a final reboot of
the server (at step 16) then allows all services to start correctly.
C. At step 17, it actually does not matter which order you supply the backup archive files to the
ccsaupgrade utility. However, for the record, when creating backups via Element Manager,
the backups will be numbered from 0 upwards per the items included in the backup. For
example:
System Configuration: PreUpgrade0_PALAB53__2012_09_17_0_16_53.zip
Application Content: PreUpgrade1_PALAB53__2012_09_17_0_17_2.zip
where ‘PreUpgrade’ is the name of the backup task created via Element Manager, and
‘PALAB53’ is the hostname.
Upgrading AMS on Windows servers from AACC 6.0 or 6.1
There is no direct upgrade path from the MAS version deployed with AACC 6.0 or 6.1 (MAS
6.4) to AMS 7.5. You must first upgrade to AMS 7.0 before upgrading to AMS 7.5. Refer to
AACC 6.2 SP6 or SP7 release notes for instructions on this process.
Upgrading AMS on Red Hat Enterprise Linux servers from AACC 6.3 SP8/SP9/SP10 to
SP11
The versions of AMS and CCSA used by SP11 have all changed from those provided with SP8,
SP9 and SP10. Follow this procedure to upgrade these on your existing SP8, SP9 or SP 10
system.
1) Locate the Install Software/AMS/Linux folder on the SP11 Release Bundle and copy the
files located there to a temporary location on your Linux server
2) Log onto the Linux server as the root user
3) Launch the AMS installation package from the command line and proceed through the
installation wizard: MediaServer_7.5.0.1140_2013.06.13.bin
4) Launch the Contact Center Services for AMS installation package from the command line:
ContactCenterServicesForAMS_6.3.0.115
5) Apply all available AMS and CCSA QFE patches. (Patches available at time of writing this
are identified in section Additional Avaya Media Server Updates
a. Unzip the packages which contain QFE ZIP files for both Linux and Windows.
b. Copy all available Linux QFE patch ZIP files to the $MASHOME/qfe folder
c. Run the following command:
maspatch apply all

If upgrading an AMS HA pair, perform this task on the backup server, then restart AMS (via the
Element Status page in Element Manager) on the primary server to force a switchover before
repeating the upgrade steps on the primary server. You can then restart AMS on the backup
server to switch back to the primary server again.
Upgrading AMS on Red Hat Enterprise Linux servers from AACC 6.2 to 6.3 SP11
Procedures for this are described in NN44400-410 AACC Upgrade and Patch Guide.
As above, note that you should use the CCSA installation package supplied with the SP11 release
bundle as opposed to that supplied with the AACC 6.3 DVD.
SNMP Support for AMS

The Avaya Media Server version included in AACC 6.3 SP11 (7.5.0.1140), includes the AMS
MIB file required for SNMP support.
The MIB file is located at:

Windows: %MASHOME%\MIB\AVMediaServer-smi2.mib
Linux: $MASHOME/MIB/AVMediaServer-smi2.mib
CS1000 AML Installations

Communication Control Toolkit
None.
None.

None.
None.
Issues Common to all Installations

None.

Contact Center Manager Server

Install time patching of the AvayaAura_CCMS_ServicePack is mandatory.
x64 JRE version now required for CCMS

If you are upgrading a system that does not have the x64 JRE version you must install it prior
to the installation of the CCMS Service Pack.
To perform the install of jre1.6.0_21_x64 on CCMS, first stop CCMS using SCMU.
With CCMS stopped, install jre1.6.0_21_x64 from the ThirdParty folder of the Service Pack
bundle.

If upgrading from AACC 6.1 Service Pack 3 (or lower), the Server Configuration 'Apply All'
must be run (wi01013091).
1. Start Menu > All Programs > Avaya > Contact Center > Manager Server > Server
Configuration
2. Click the 'Apply All' button.

License Manager
X64 JRE version Now required for standalone License Manager

If you are upgrading a system with a standalone License Manager that does not have x64 JRE version
you must install the x64 JRE prior to the installation of the License Manager service pack.
To perform the install of jre1.6.0_21_x64 on standalone License Manager, first stop License Manager
using SCMU.
With License Manager stopped, install jre1.6.0_21_x64 from the ThirdParty folder of the Service Pack
bundle
Changes to the way CCTOMCATSRV is handled during startup/shutdown.

AACC 6.2 SP5 RU03, introduced changes to the way CCTOMCATSRV is handled during start-
up/shutdown. The changes support the WebLM requirement to have CCTOMCATSRV running when
CCT is shutdown.
In a SIP system with SMMC managing the start-up/shutdown:

 SCMU does not display CCTOMCATSRV in the service list for LM and CCT.
 SMMC starts CCTOMCATSRV when starting LM or CCT.
 SMMC will never stop CCTOMCATSRV.
 SCMU stops CCTOMCATSRV when patching LM and CCT.
In a non-SIP system with SCMU managing the start-up/shutdown:

 SCMU displays CCTOMCATSRV in the service list for LM and CCT.
 SCMU starts CCTOMCATSRV when starting LM and CCT.
 SCMU will not stop CCTOMCATSRV except in the case of LM and CCT patching.
During patching of CCT or LM CCTOMCATSRV is shutdown. To start CCTOMCATSRV, SCMU

must be invoked to start either CCT or LM.
None.

None.

wi00969949 Changing default TOMCAT port to avoid conflicts with third party
software
The default HTTP port (8081) of the Tomcat server hosting WebLM can conflict with third
party applications. In the case of such conflicts follow these steps to modify the HTTP port
used by Tomcat:
- Open the server.xml Tomcat config file located at: D:\Avaya\Contact Center\apache-
tomcat\conf\server.xml
- Locate the ‘non-SSL HTTP\1.1 Connector’ section which defines the connection on
port 8081:

<Connector port="8081" protocol="HTTP/1.1" connectionTimeout="20000"
redirectPort="8443"></Connector>
- Change the ‘port’ parameter to a new value eg. 8082

- Save the changes to server.xml

- Restart Tomcat
o On the Start menu, choose All Programs > Administrative Tools > Services.
o Right-click the Contact Center Tomcat Instance service, and click Stop.
o Right-click the Contact Center Tomcat Instance service, and click Start.
o Close the services window

Server Utility
None.
Install time patching of the AvayaAura_CCMSU__ServicePack is mandatory.

None.
None.

Contact Center Manager Administration

Ensure that you have accurately completed the Section ‘Installing operating system components
for Contact Center Manager Administration’ from the Avaya Aura® Contact Center Installation
document NN44400-311. Failure to correctly install the required Operating System roles before
installing the Contact Center Software will result in a failed installation.
The Sybase Open Client is only required on the CCMA server if the server is going to be used to
manage a pre 7.0 NES CCMS or NCC server.
Due to the inclusion of Localisation content in AACC 6.3 SP8, the install time is longer for this
and subsequent Service Packs than it was for earlier Service Packs.
Crystal Reports Server Embedded 2008

If performing a fresh install of AACC 6.3, and the server had a previous release of AACC
installed, Crystal Reports Server 2008 must be removed.
1. Stop CCMA using SCMU
2. From Control Panel, select “Uninstall a program”
3. Select “Crystal Reports Server Embedded 2008” and remove
ActiveX Controls.msi file update

Use the AACC 6.3 SU11 ActiveXControls.msi to distribute the CCMA ActiveX Controls to
CCMA Client machines where the local user does not have permission to download ActiveX
controls within Internet Explorer.
You only need to use this file if your Contact Center security policy does not allow all users to
log on to the client PCs with administrator privileges. In this scenario, the automatic download
process for the Contact Center Manager Administration controls will not function.
For those users who have a central management tool in their network, such as a Systems
Management Server (SMS), Avaya bundled the required controls into a single file called ActiveX
Controls.msi. The SMS server can be used to run this file and silently install all the required
controls on all the SMS clients, regardless of the level of user who logs on to the PC.
Skillset Naming
AACC uses a naming convention to identify the contact type of skillsets. The convention consists
of a two letter prefix followed by an underscore e.g. “EM_” for email skillsets. Before upgrading
from earlier releases of NES or AACC it is important to check that skillset names for voice
skillsets on the system will not conflict with this convention as they may be displayed incorrectly
after the upgrade. The reserved prefixes are documented in Commissioning guide.
Voice skillsets starting with these reserved prefixes should be renamed prior to upgrading to
AACC.

Install time patching of the AvayaAura_CCMA__ServicePack is mandatory.

Crystal Reports Server Embedded 2008
The current supported version of Crystal Reports Server Embedded 2008 is SP5. Use the
following setup to replace the current installed version:
Uninstall current version of Crystal Reports Server Embedded 2008

1. Stop CCMA using SCMU
2. From control Panel, select “Uninstall a program”
3. Note the Crystal Reports Server Embedded 2008 Language Packs installed
4. Uninstall Crystal Reports Server Embedded 2008
Install Crystal Reports Server Embedded 2008 SP5

5. Double-click setup.exe located in the folder ThirdParty\Crystal RAS 2008
6. When the Crystal Reports Server Embedded 2008 SP5 installation completes, Open a
cmd window and type the following text:
"<installdrive>:\Avaya\Contact Center\Manager
Administration\Server\RCW\bin\RCWUtility" updatepath
Where <installdrive> is the drive where CCMA is installed. Press Enter.
Start CCMA and install Crystal Language Packs

7. Start CCMA using SCMU
8. Install the Crystal Reports Server Embedded 2008 Language Packs noted in Step 3. These
are located under ThirdParty\Crystal RAS 2008\package\langs.
Custom Historical Reports created with pre 9.0 Crystal Designer may not work correctly:
Custom historical report templates that were created using a version of Crystal designer prior to
9.0 may not display correctly when run through this release. Certain fields on the reports are no
longer supported by the Crystal Reports 2008 runtime. The reports must be updated to replace
these fields. Please contact the CCMA team if this issue arises.
Anonymous binding to Active Directory from CCMA

The anonymous bind option in the Associated Users section of Access and Partition Management
and Contact Center Management has been removed in this release as it was considered a security
vulnerability.


x64 JRE version Now required for CCT
If you are upgrading a system that does not have the x64 JRE version you must install it prior to
the installation of the CCT Service Pack.
To perform the install of jre1.6.0_21_x64 on CCT, first stop CCT using SCMU.
With CCT stopped, install jre1.6.0_21_x64 from the ThirdParty folder of the Service Pack bundle
Changes to the way CCTOMCATSRV is handled during startup/shutdown.

AACC 6.2 SP5 introduced changes to the way CCTOMCATSRV is handled during start-up/shutdown.
The changes support the WebLM requirement to have CCTOMCATSRV running when CCT is
shutdown.
In a SIP system with SMMC managing the start-up/shutdown:

 SCMU does not display CCTOMCATSRV in the service list for LM and CCT.
 SMMC starts CCTOMCATSRV when starting LM or CCT.
 SMMC will never stop CCTOMCATSRV.
 SCMU stops CCTOMCATSRV when patching LM and CCT.
In a non-SIP system with SCMU managing the start-up/shutdown:

 SCMU displays CCTOMCATSRV in the service list for LM and CCT.
 SCMU starts CCTOMCATSRV when starting LM and CCT.
 SCMU will not stop CCTOMCATSRV except in the case of LM and CCT patching.
During patching of CCT or LM CCTOMCATSRV is shutdown. To start CCTOMCATSRV, SCMU

must be invoked to start either CCT or LM.
Custom changes to CCT Server “RestrictedSessionAppNames” will not be

maintained
Any custom changes to the “RestrictedSessionAppNames” section of the
“Nortel.CCT.Service.exe.config” file will not be maintained following an AACC 6.3upgrade.
To maintain any custom changes please back-up these changes prior to uninstalling the software and
manually re-add the custom changes following the Service Pack 6 installation
The “RestrictedSessionAppNames” features limits the maximum number of resources that can be
allocated to a particular CCT client application regardless of the configuration settings within CCT.

Re-starting AML CCT while agent is on a voice call will remove call
representation in any CCT client
If an Agent is on a voice call while and AML installation of CCT is restarted will remove the call
representation from any CCT client. This will not affect the physical call in any respect.
The Agent must complete all operations on the physical phone set.
None.

wi00928172 Server Config:Configuration of WS Open Interfaces is reset to default
setting when removing/applying SP
Installing AACC 6.3 causes the CCT WebService config to be overwritten. If there were
existing settings then the configuration needs to be reset as follows:
- CCT – CCT Console / Server Configuration / CCT Web Services.
This change requires a restart of the services to take effect.
wi00969949 Changing default TOMCAT port to avoid conflicts with third party
software
The default HTTP port (8081) of the Tomcat server hosting CCT WebAdmin can conflict with
third party applications. In the case of such conflicts follow these steps to modify the HTTP
port used by Tomcat:
- Open the server.xml Tomcat config file located at: D:\Avaya\Contact Center\apache-
tomcat\conf\server.xml
- Locate the ‘non-SSL HTTP\1.1 Connector’ section which defines the connection on
port 8081:

- Change the ‘port’ parameter to a new value eg. 8082

- Save the changes to server.xml

- Restart Tomcat
o On the Start menu, choose All Programs > Administrative Tools > Services.
o Right-click the Contact Center Tomcat Instance service, and click Stop.
o Right-click the Contact Center Tomcat Instance service, and click Start.
o Close the services window
In non-KnowledgeWorker environments, the CCT WebAdmin URL needs to be updated in

CCMA once the default HTTP port has been modified in Tomcat. This ensures the CCT
WebAdmin can be successfully launched from CCMA.
- Open CCMA and navigate to the Configuration page

- Highlight the CCT server in question on the left hand tree view
- Select Server->Edit Properties (or alternatively right-click the selected CCT server
and select Edit Properties)
- Update the port number entry to match the port number configured in the Tomcat
WebAdmin, eg. 8082 from the example above
- Click the Submit button
CCT is not operational after restart of CCMS SIP service

A restart of the CCMS SIP service can cause the CCT connection to the CMF Web Service to
become unresponsive.
Workaround
This can happen when CCT has not detected that the CMF has restarted. The CMF WS link
down detection in CCT is configurable to allow this failure threshold to be modified. To change
the link failure threshold modify the following values in Nortel.CCT.Service.exe.config
([AACCInstallDrive]:\Avaya\Contact Center\CCT):




<add key="LinkTimeout" value="8" />






<add key="LinkErrorThreshold" value="3" />
CCT on AML installation times out during start-up

In an AML system where the switch hardware or physical server hardware does not meet the
minimum specification CCT can fail to start and record the following error “Timeout. Check
the configuration of the addresses. This can happen when the system in under considerable
load e.g. after a HA switchover.
Workaround
Launch Regedit, navigate to HKEY_LOCAL_MACHINE \ Software \ Wow6432node \ Nortel
\ Communication Control Toolkit\DN registration Settings\
The registry key “MaxDNRegistrationRequests” controls the number of DN Registration
requests sent out by CCT at a time. If the hardware does not meet the minimum requirement,
please reduce this value by a half.
Please note: Changing this value will increase the CCT start-up time considerably, the default
setting has been set to ensure optimum performance.

wi01068722 AML6.3_CCMS_CAD updates incorrectly when agent1 transfer local CDN

to another agent after receiving networking call from remote site
This internally raised WI is a non-issue the network location in question experiencing the call
data issue was using NES 6.0 which is no longer supported.
Once this network location was upgraded to a supported line-up the issue was not
reproducible.

Contact Center Web Stats

None.
None.

None.
None.

Contact Centre Multimedia

Ensure that you have accurately completed the Section ‘Installing operating system components
for Contact Center Manager Administration’ from the Avaya Aura® Contact Center Installation
document NN44400-311. Failure to correctly install the required Operating System roles before
installing the Contact Center Software will result in a failed installation.
wi01029680 AACC 6.2 SP6 - Default welcome message overwritten during SP uninstall
The Default Welcome Message for webchat is overwritten by the default Avaya message after
SP install. The message is updated by the base install after one SP is removed and before next
SP is installed.
Note: this issue does not occur for Welcome Messages configured per skillset. Issue is specific
to the Default Welcome Message when no Welcome Message is configured for a skillset.
Workaround: After the SP install update the default welcome message to the desired text.
Install time patching of the AvayaAura_CCMM__ServicePack is mandatory.
x64 JRE version Now required for CCMM

If you are upgrading a system that does not have the x64 JRE version you must install it prior
to the installation of the CCMMT Service Pack.
To perform the install of jre1.6.0_21_x64 on CCT, first stop CCMM using SCMU.
With CCMM stopped, install jre1.6.0_21_x64 from the ThirdParty folder of the Service Pack
bundle
Note: AAAD web page can state that “This machine has the correct version of the .NET
Framework 3.5 installed.” When it is not installed as on an Agent Desktop PC if the Microsoft
.NET 3.5 framework is installed and then uninstalled from the PC the Microsoft Internet Explorer
browser sometimes does not pick up on the uninstall and sends the incorrect information to the
CCMM Server. This does not affect install or launch functionality of the web page.
Once an SP/DP is installed on the server with a new version of the AAAD, the next time an
Agent launches the AAAD the new software is pushed out to them i.e. automatically installed on
their PC. If you subsequently uninstall the SP/DP on the CCMM/CCT server and revert back to
the earlier version of software, you must uninstall the later version from the client PCs manually.
This is because the AAAD will not run against a CCMM/CCT server that where an earlier
version is installed.


Database Backup failure
If the backup of the CCMM database fails on the existing CCMM server this could be due to
Mail attachments with path/filenames exceeding 255 characters. This is due to a limitation of
NTFS. The following error will be reported in logs when attempting a backup.
ERROR #5001: xcopy - Initialization error (not enough memory or disk space,
invalid drive, or syntax error)
This error does not indicate a failure of the database backup rather a failure to backup the
attachment folders and can be worked around by copying the attachment files directly out of the
subfolder to the location you require the files stored.
AAAD Minimum Version check

Avaya Aura Agent Desktop (AAAD) implements a minimum version requirement which ensures
that the latest version is automatically downloaded onto Agent PCs, via ClickOnce deployment,
the next time it is launched after CCMM/CCT with a new version of the AAAD is upgraded.
NB: If a site rolls back to an earlier version of CCMM (such as removing a DP, for example),
this feature will require Agents to manually remove Avaya Aura Agent Desktop (AAAD) from
their PCs using the Windows Control Panel "Add and Remove Programs" (XP) or "Programs and
Features" (Vista) tool.
RGN patching
On an RGN configuration the Secondary CCMM has a dependency on the Campus Primary LM
being up.
After the patch install, the CCMM services may not come up and may become disabled. If this
happens, make sure that the license manager is started and then the CCMM services will recover.
AAAD HA SSL Environment
In a HA environment where SSL is configured, the CCMM backup server should be
configured EXACTLY matching the value for the “Issued To:” from your CCMM cert. This
step should be performed using the CCMM admin tool. After making this change, the
administrator should check the CCADAppSettings.XML <CCMMBackupServer> tag contains
the correct value.
Additional AAAD User Settings in CCMM Admin tool

The following settings have been added to the CCMM admin tool:
Clear Previous Phone Number, defaults to False, which indicates if the phone number is
cleared from the initiate call text box on AAAD when a contact is dropped,
Clear Previous Email Address, defaults to False, which indicates if the email address is cleared
from the initiate email address text box on AAAD when a contact is dropped,
Maximum Number of Agent Initiated Emails, defaults to 5, indicates how many concurrent
initiated emails can be present on AAAD.
AAAD embedded Softphone in “My Computer” mode Guidelines

When the embedded phone in AAAD is operational in my-computer mode ( in Elite adjunct
mode of operation or AAAD operating in SIP on Aura platform mode), the following

guidelines apply:
1) On a certain machine with multiple core/processor, AAAD may exhibit heavy jitter while
playing the voice of other end. This may happen due to a known issue on certain machines
where the hardware abstraction layer is not able to provide correct value for the high
performance counters. This can be resolved by using the steps mentioned in the KB at:
http://support.microsoft.com/kb/895980
Note: This is windows wide setting and one should undo the change if it does not resolve
the problem.
2) Intermittent one-way talk path has been observed on the Windows 7 machine where the
AAAD user could not hear the remote party. In such scenario, it is mandatory to have the
Service Pack1 of Windows 7 to be installed due to a known issue on Windows 7.
AAAD operation in Citrix environment

When AAAD is operating in a Citrix environment, CCAD.exe should be excluded from the
Memory Optimization Management Program. Major stability issues for AAAD in a Citrix
Environment have been seen to stop happening when this step is performed.

Orchestration Designer

None.
None.

None.
TFE Stuck In Starting/Master Script will not activate after installing SP5
(Duplicate varsdn variable instance)
AACC 6.2 SP5 introduced a new script call variable of type DN called ‘varsdn’. If the
customer has an existing script call variable called ‘varsdn’ then there will be two script
variables with the same name. This will prevent the Master script from activating and as a
result TFE will be showing starting in SCMU. When the script is being activated in
Orchestration Designer, an error is displayed indicating that the variable is already referenced.
Workaround:
Once you delete your varsdn instance, the scripts should compile and the master script should
activate. TFE should then start up successfully.
wi01100902 Issue launching Orchestration Designer

It has been reported that on some deployments of the orchestration designer that the download
and installation of the orchestration designer application from the CCMA web interface is not
successful. This issue occurs when there is a corruption in the registry entry for the component
on the system.
The symptoms visible to the user are:

– They are asked to continually download and install the orchestration designer
component when they click on the Launch Orchestration Designer link in CCMA
A work-around for the problem has been identified for the problem:
1) In the CCMA web interface
2) Go to the Scripting Section
3) On the top, click on Orchestration Designer – Launch Orchestration Designer
– You will receive an information message indicating that you need to download
the component installation.
– Click OK on the dialog box
4) Following the instruction in the browser, download and run the executable

5) Perform the installation following the instructions provided.

6) After the installation completes you go to the Star Menu – All Programs – Avaya –
Contact Center – Orchestration Designer
7) Click on Orchestration Designer application shortcut.
8) This will launch the Orchestration Designer application.

Security Framework
See section “Feature Specific: High Availability” for information on Security Framework in High
Availability environments.
Note 1: Migration from NES 7.0 Security Framework to AACC 6.x Security Framework are not
supported. A full reinstall and configuration of the Security Framework is required. For further
details on installing and commissioning the Security Framework refer to the Avaya Aura™
Contact Center Installation (NN44400-311) guide.
Note 2: If the AACC 6.2 SP4 (or later) Security Framework is already installed it is not
necessary to upgrade to the Security Framework that is included in AACC 6.3.
Note 3: If Security Framework is enabled for CCMA ACCCM cannot be used to configure
AACC Agents or Skillsets. To use ACCCM, Security Framework must be disabled for CCMA.

Warning: If upgrading from AACC 6.0 or AACC 6.1 you must have the latest Security
Framework patch DP_SFW_6.1.203.0 installed before you start that upgrade.
Verify that the security framework services are running prior to commencing an upgrade. If the
JBoss service is not running the backup will fail and all security framework data will be
overwritten at the end of the install.
Upgrading from AACC 6.0 or AACC 6.1
To upgrade security framework run setup.exe from the \Install Software\Security Framework\
folder from the patch bundle. DO NOT attempt to install the security framework by running the
ContactCenterSecurityFramework.msi as this will overwrite the configured data.
Warning: do not run setup.exe if Security Framework with AACC 6.3 is installed.
Before commencing a security framework upgrade,

1. Take a backup using the “Security Framework Backup & Restore” utility rather
than the CCMA backup and restore tool.
2. Make sure that you have latest Contact Center Common Components (CCCC)
line-up installed first.

Warning
If a "File In Use" dialog is displayed during the upgrade select the "Do not close applications. (A
reboot will be required)" radio button and continue with the installation.
If you do not select this option the security framework will be installed but your configured data
will be lost.

Note: When you launch the CCMA Configuration MMC console after a SFW upgrade (co-res
only) a dialog window appears saying to "Please wait until Windows configures Avaya Security
Framework". When this completes the Configuration console window will be displayed.
None.

None.
None.

Feature Specific: Multiplicity

None.
None.

None.
None.

Feature Specific: CCT Open Interfaces Web Services

Constraints on Agent Count and Contact Rate per Hour
The CCT SOA Open Interface SDK provides a mechanism for CTI using SOAP/XML based
Web Services.
There are differences in the underlying architecture between the CCT OI and the alternative
AACC .Net CTI SDK which lead to limits on:
1. The supported number of concurrent logged in agents

2. The contact-rate (measured in contacts per hour) that the CCT OI SDK can support.
The limits are given below for (i) SIP-based and (ii) CS1K-based AACC deployments.
SIP-Based
 Maximum count of logged in Agents: 1000
 Maximum contact rate: 10,000 contacts per hour
CS1K-Based
 Maximum count of logged in Agents: 1500
 Maximum contact rate: 15,000 contacts per hour
Where a CTI application interacting with the AACC is being developed with requirements that
exceed either, (1) the supported agent count or (2) the contact rate, then the CCT OI SDK is not a
suitable choice.
This is also true if the requirements come within a minimum of 20% of these limits and the CTI
application is expected to scale up to greater numbers in the near future.
In either of the cases above, it is recommended that the CTI application should be designed to use
the CCT.Net SDK which supports the full AACC capacity for agents and contact rate per hour.

Feature Specific: High Availability

In the Avaya Aura® Contact Center 6.2 release, Avaya has augmented the existing HA features
of the Avaya Aura® Contact Center product. A new “Mission Critical” HA feature, focused on
the key strategic platform of Avaya Aura Session Manager 6.1 with the Avaya Communication
Manager 6.0.1 switch, is introduced. Full details on the existing HA features of Avaya Aura®
Contact Center, and full details of the newly introduced Mission Critical HA feature, can be
found in the Fundamentals Guide, the Commissioning Guide, and the Planning & Engineering
Guide.
Network Requirements between Active and Standby Servers

The round trip delay between the Active and Standby servers must be less than 80ms, with less
than 0.5% packet loss on the network. The bandwidth overhead required for replication is low
and will be quantified in an update to the Customer Documentation.
Choosing Managed IP addresses

For both AML HA (Campus HA) and Mission Critical HA (Campus HA) the Managed IP must
be in the same network subnet IP address range as Active and Standby IP Addresses. It can be
lower or higher than the physical IP Addresses of Active and Standby servers.
Example 1:
Active: 10.0.0.20
Standby: 10.0.0.30
Managed: 10.0.0.10
Example 2:
Active: 10.0.0.20
Standby: 10.0.0.30
Managed: 10.0.0.50
Pre-Installation Instructions
Full instructions on the setup of AD-LDS replication at the install time of CCMA is included in
the Commissioning guide. However, users should also be aware that prior to setting up AD-LDS
replication, both the active and standby AACC servers should be joined to the Windows domain.
When using the new Mission Critical HA feature, and in order for the Avaya Aura Agent
Desktop application to be able to continue to exercise call control over the Communication
Manager telset endpoints following either an AACC switchover or an AES switchover, the latest
GA patch lineup of AES 6.1.1 is required. This was released by AES in June 2011.
The version of Session Manager used should be at least SM 6.1 SP4. This is because the SM 6.1
SP4 baseline, and associated changes in System Manager, contains changes that enable the SM to
react correctly to an AACC switchover. Within System Manager, under Routing -> Entity Links,
the Connection Policy selected for the SM’s link to the AACC HA pair should be “Trusted HA”.
If an earlier version of SM is used, then following an AACC switchover, it will take SM
approximately 60 seconds to clean up its half-open TCP sockets and begin using the new active
AACC. An alternative to upgrading the SM is to disable the firewall on AACC, which may be
acceptable for certain limited deployments.


None.
NCC Re-Sync
This note applies to customers using the “mission critical” campus HA feature at the same time
as the networking feature. For example, a number of Contact Center sites, each with “mission
critical” campus HA, and participating in a networking environment configured by the NCC. In
such a scenario, the NCC automatically re-syncs with the newly active AACC following a
campus HA switchover at one of the sites. Please note if there are several AAACs on the NCC, it
can take up to 30 mins for the automatic re-sync to complete.
Outage of Avaya Aura Session Manager

The Session Manager (SM) uses “record-route” and from a SIP protocol perspective acts as a
stateful proxy for all incoming and outgoing sessions with AACC. The second SM (SM-2) is
available for service continuity, but it does not maintain real time call state information with the
primary SM. This means that, following loss of the primary SM, the signaling path for all
existing SIP Sessions to/from AACC is broken. This should not have an immediate impact on
calls due to the fact that media streaming continues between AMS and the agent/customer User
Agents (UAs).
Problems arise however when further signaling is attempted for the calls that were in progress at
the time of the SM outage. For example, a BYE (disconnect) sent by either customer or agent
will not be propagated because there is no knowledge of this SIP dialog in SM-2. The agent and
customer will have to separately disconnect to clear their sessions. Furthermore, any Re-
INVITEs associated with existing sessions cannot be processed by SM-2 because it has no
knowledge of the setup of these sessions, and, in accordance with RFC 3261 section 14.1, this
will cause the session to be terminated. An example of when Re-INVITEs are used is to modify
the media/SDP when participants are put on hold, or if RFC 4028 is in use.
In SM 6.2, a Call Preservation feature has been introduced. This allows SM peer SIP elements
(for example M3K gateway, CM, VP/ACC) to send back responses and in-dialog requests to an
alternate SM when the primary SM fails in middle of a dialog. AACC6.3 has no corresponding
feature to take advantage of this functionality.
HA Interoperation & Avaya Contact Recording (ACR)

The ACR application uses polling to ensure that the AACC from which it is receiving events is in
operational state. The rate of polling is set in an ACR property file setting called
"cct.pollinterval" with a default setting of 30 sec. The ACR performs a new login to AACC/CCT
if a poll fails. Due to the rapid nature of the switchover of an AACC Mission Critical HA pair, it
is possible for an AACC switchover to complete without the ACR being aware. Using a lower
ACR poll interval reduces the likelihood of an issue being seen.
If the ACR is unaware that an AACC switchover has occurred, the ACR does not re-establish its
listeners and web services session after the AACC switchover, meaning that ACR may cease to
record calls. To resolve this problem, restart the ACR application, which takes approximately 10-

15 seconds. Go to the Windows Service Control Manager, select the "Avaya Contact Recorder"
service and select "Restart". Call recording should recommence immediately.
Not-Yet Established Calls – Alerting/Ringing Scenario

The Mission Critical HA feature is designed to maintain calls that are in progress at the time of
an outage of the active AACC server. Once the agent and customer are speaking, such stable
calls are maintained following an AACC outage, and the call can be ended normally when the
conversation is complete.
There is a short timeframe when a call is ringing at the agent position, before the call is stable,
which is an ‘edge case’ requiring special handling in AACC. Because this is not a stable call, the
standby does not have the necessary information to effect a normal answer following a
switchover. If an AACC switchover occurs while a call is alerting on AAAD, then after the
switchover the customer remains in the treatment (e.g. ringing). The agent will answer AAAD
and hear silence. When the agent disconnects the customer call is taken out of treatment,
presented to the agent, and can be answered normally.
This scenario only applies for calls that happen to be in the alerting/ringing state at the time of an
active AACC outage. The vast majority of calls will not be in this state, because they will be
either connected to an agent, or in-queue (in-treatment), and the above does not apply.
CCMA AD-LDS configuration issues / Trouble shooting

Verify that AD-LDS replication is operational
The following outline steps to verify that CCMA replication is functioning as expected:
Ensure both servers, primary and secondary are configured and installed as detailed in the Avaya
installation guides.
Login to the Primary CCMA server as the default “webadmin” account.
Choose “Access & Partition Management” from the main Launchpad
Choose “Add”, “New Access”, specify a name and save details.
Note: This information will now be saved in the local AD-LDS instance and also replicated to the
Secondary AD-LDS instance.
Login to the secondary CCMA server as the default “webadmin” account.

Choose “Access & Partition Management” from the Launchpad and click on Access Classes.
A list of access classes should appear on the left hand side tree menu. The access class created on
the primary CCMA should be listed.
Repeat this test by creating a new access class on the standby server and check that it is
replicated to the primary CCMA.

CCMA AD-LDS replication issues – Delays between replication servers OR

replication occurring in one direction only.
If delays occur between replication servers, the following errors may be logged to the AD-LDS
instance event viewer and also displayed when running the following diagnostic test on a
replicating CCMA server.
Diagnostic Test Example: (Note this should be done on primary and secondary servers)
C:\Windows\ADAM>repadmin /replsummary CCMAServer2.Test.Avaya.com:389

Replication Summary Start Time: 2011-07-06 05:13:26
Beginning data collection for replication summary, this may take awhile:
....
Source DSA largest delta fails/total %% error

CCMAServer1$SymposiumWC 41d.03h:54m:48s 3 / 3 100 (2148074274) The target
principal name is incorrect.
Destination DSA largest delta fails/total %% error

CCMAServer2$SymposiumWC 41d.03h:54m:48s 3 / 3 100 (2148074274) The target
principal name is incorrect.
Event viewer Log Example: AD-LDS log, Warning message.
Access is denied.
00002098: SecErr: DSID-03150BB9, problem 4003 (INSUFF_ACCESS_RIGHTS)
myDomain\CCMAReplication
Message Details: The directory server has failed to update the AD LDS serviceConnectionPoint
object in Active Directory Lightweight Directory Services. This operation will be retried.
Additional Data SCP object DN: CN={7387157e-92fe-466a-99c6-
04cf7d63bc8a},CN=CCMAServer1,OU=Servers,OU=Test,DC=test,DC=avaya,DC=com Error
value: 5 Access is denied. Server error: 00002098: SecErr: DSID-03150BB9, problem 4003
(INSUFF_ACCESS_RIGHTS), data 0 Internal ID: 3390390 AD LDS service account:
myDomain\CCMAReplication User Action If AD LDS is running under a local service account,
it will be unable to update the data in Active Directory Lightweight Directory Services. Consider
changing the AD LDS service account to either NetworkService or a domain account. If AD LDS
is running under a domain user account, make sure this account has sufficient rights to update the
serviceConnectionPoint object. ServiceConnectionPoint object publication can be disabled for
this instance by setting msDS-DisableForInstances attribute on the SCP publication configuration
object.
Resolution: If these errors are logged, modify the AD-LDS instance on the Primary server to
also run under the default “Network Service” account. This can be done from Start ->
Administrative Tools -> Services.

Note:
It will be necessary to restart the SymposiumWC in order to make this change. During this time
CCMA will be unavailable.
The password field can be left blank when re-setting to Network Service account.
For customers using the Disaster Recovery site, it is recommended that after a period of
operation of the RGN (Remote Geographic Node) that a backup and restore be used as part of
bringing the campus HA pair on the primary site back online. On a campus HA pair, following a
switchover a backup and restore is required before bringing the originally active back online.

Feature Specific: E164 support

If the E164 dialing plan is configured to allow customer to dial a 15 digits CDN number (for
example CDN number is 9123459 but configured in 15 digits format 353123459123459 by
prefixing 35312345) then the CDN number in CCMA->Configuration->CDNs (Route Points)
and in Orchestration Designer Script also should be configured with the same 15 digits format,
Otherwise the CDN call is treated as DN call when agent receives the CDN call from customer
who dials 15 digits E164 format.

To enable E164 support within SGM for CS 1000

To enable E164 support within SGM for CS 1000, a configuration file on the AACC machine
must be updated. This change only affects the behavior of this machine. All machines in a HA
environment must be updated individually.
To update the configuration file:
1. Stop AACC
2. Navigate to “D:\Avaya\Contact Center\Manager Server\iccm\sgm\config\”
3. Backup the “SGM.properties” file
4. Edit the “SGM.properties” file
5. Add the following com.nortel.ccms.sip.MaintainE164CharsForCS1K=true
6. Save the “SGM.properties” file
7. Start AACC.

SDK Changes
CCT SDK changes

No updates made

Configuring Event Traps – Event to Trap Translator tool

The Event to Trap Translator tool (evntwin.exe) can be used to search for specific events
that you want to configure for translation to Simple Network Management Protocol (SNMP)
traps.
Procedure:
1. Click Start > Run.

2. In the Run text box, type C:\Windows\System32\evntwin.exe
3. Click OK.
4. On the Event to Trap Translator, under Configuration type, select Custom.
5. Click Edit.
6. Under Event sources, click the event category (shown as simple folder) for the event source
you require.
Note:
The document Avaya Aura® Contact Center Event Codes (NN44400-713) May
2013 provides details of the Event Codes for CCMS, CCMA, LM, CCMM, CCT &
Cache. The location of any Event Sources incorrectly listed in this document can
be found in the Event Table below (see APPENDIX D)
7. From the list of events, double-click the event source you want to convert to an
SNMP trap.

Note:
Any components that utilize the .NET Event Mechanism to send events to the
Event Viewer will not populate the Event Details. This information will only be
available after the event has been triggered.
8. In the Properties window, click OK if no change is required to generate the trap.

9. Repeat step 7 and 8 for each event you want to forward to SNMP trap.

APPENDIX A
Software Included in this line-up
Previously Released Service Packs
Avaya Aura® Center 6.3 Service Pack 11 contains updates and fixes for problems delivered in
the following previously released service packs
Avaya Aura® Contact Center Software

Release Service Pack
6.0 Service Pack 1
Service Pack 2
6.1 Service Pack 2
Service Pack 3
6.2 Service Pack 4 & Patch .10 & Patch .11 (RU01)
Service Pack 5 & RU01 & RU02 & RU03 & Critical Patches
Service Pack 6 & Patches
6.3 Service Pack 8 & Patches
Previous Contact Center Releases:

Release Service Update (SU)\Service Update Supplement (SUS)
Avaya NES Contact Center 6.0 SU08
SUS0801
CCMS Release Patches: RP08010801 through RP08010808
Avaya NES Contact Center 7.0 SU03
SUS0301
Additional for CCMS:
SUS0302, SUS0303
SUS0304 & SUS0305
This section provides information on patches that have been included in Service Pack 11.
Avaya NES 6.0 Contact Center Patches
CCCC & CCMS CCMA CCMM CCT

n/a n/a n/a n/a
Avaya NES 7.0 Contact Center Patches

CCCC & CCMS CCMA CCMM CCT
n/a n/a n/a n/a

The following patches have been packaged into AvayaAura Contact Center
Service Pack 11 GA Lineup:
This section of the release notes provides information on patches that have been included in the
Avaya Aura® Contact Center 6.3 Service Pack 11 GA Lineup.
CCCC & CCMS & CCMA CCMM/AAAD CCT

SGM & CCWS
AvayaAura_CCCC_6.3.208.250 AvayaAura_CCMA_6.3.208.119 AvayaAura_CCMM_6.3.208.122 AvayaAura_CCT_6.3.208.114
AvayaAura_CCCC_6.3.208.266 AvayaAura_CCMA_6.3.208.122 AvayaAura_CCMM_6.3.208.125
AvayaAura_CCMM_6.3.208.128 AvayaAura_CCT_6.3.209.5
AvayaAura_CCCC_6.3.209.70 AvayaAura_CCMA_6.3.209.22 AvayaAura_CCT_6.3.210.11
AvayaAura_CCCC_6.3.209.72 AvayaAura_CCMM_6.3.209.10 AvayaAura_CCT_6.3.210.12
AvayaAura_CCMA_6.3.210.19 AvayaAura_CCMM_6.3.209.16
AvayaAura_CCCC_6.3.210.25 AvayaAura_CCMM_6.3.209.21
AvayaAura_CCCC_6.3.210.38 AvayaAura_CCMA_6.3.211.3
AvayaAura_CCMM_6.3.210.15
AvayaAura_CCMS_6.2.205.432 AvayaAura_CCMM_6.3.210.20
AvayaAura_CCMS_6.3.208.175


AvayaAura_CCWS_6.3.210.2
AvayaAura_CCWS_6.3.210.3
Note: Service Pack 11 includes all previously GAd patch lineups (including SP10 Patch + SP10
Post GA Patch Bundles AACC_63_ServicePack10_Patches-0006 and
AACC_63_ServicePack10_Patches-0015)

CCMA ActiveX Control MSI - Content and Versions
File Name File Size Version

ChartWrapperCtrl.ocx 65104 1.0.0.1
DTPWrapperCtrl.ocx 97872 8.0.0.0
RICHTX32.OCX 203976 6.0.88.4
riched32.dll 3856 5.0.2134.1
iceemhlpcontrol.dll 130640 8.0.0.2
icertdcontrol.dll 810568 8.3.10.3
iemenu.ocx 65648 4.71.115.0
ntzlib.dll 65080 1.1.4.0
todg8.ocx 1101824 8.0.20042.329
todgub8.dll 249856 8.0.20041.18
tdbgpp8.dll 507904 8.0.20042.15
rope.dll 249400 1.0.0.4
SSPng2.dll 61440 1.0.1.1
sstree.ocx 337120 1.0.4.20
comcat.dll 22288 4.71.1460.1
mscomct2.ocx 647872 6.0.88.4
asycfilt.dll 147728 2.40.4275.1
oleaut32.dll 598288 2.40.4275.1
olepro32.dll 164112 5.0.4275.1
stdole2.tlb 17920 2.40.4275.1
msvbvm60.dll 1388544 6.0.89.64
msvcrt.dll 278581 6.0.8797.0
hrctrl.dll 114240 8.0.0.3
olch2x8.ocx 2102448 8.0.20051.51
WSEColorText.ocx 179784 6.0.0.15
PrintControl.dll 548776 12.5.0.1190
csprintdlg.dll 263632 12.5.0.1190
pvlocale10.dll 497056 12.5.0.1190
xerces_2_7.dll 1893832 12.5.0.1190
msvcr80.dll 632656 8.0.50727.405
3
msvcm80.dll 479232 8.0.50727.405
3
msvcp80.dll 554832 8.0.50727.405
3

Issues Addressed in Service Pack 11 Line-up

This section of the release notes provides information on customer issues that have been
addressed in this service pack since the release of Avaya Aura® Contact Center 6.3 Service Pack
11.
CCMS, CCSU, CCCC and CCLM SP11 WI Listing

This list contains defects addressed for the Manager Server, License Manager, Common
Components and Orchestration Designer components of Avaya Aura® Contact Center.
CR/WI Summary
wi01065559 AACC 6.2 SP7 AAAD - Pulling closed MM contacts will be routed to available agent.
wi01088104 AACC SP8 - PScan terminates on closing
wi01090082 Improving HDC to use value list instead of pointer list.
wi01090652 License Manager IP reverts back to original value on server config when new value applied
wi01091423 Call abandoned not pegged against Skillset RTD
wi01092155 [SP8] Agent login fails with Login Limit Exceeded error
wi01095291 AACC 6.3 :unable to login user to ccms, agent login failed because the passive terminal is null
wi01095263 Not ready default reason code is getting pegged by default in Not Ready Reason Codes By agent
report."
wi01103665 When SM responds to options with 503 SGM should not attempt to use this SM until a successful
response is received
wi01093592 AACC6.3 Dialed Number appearing as DIALLED#:N/A in CBC report
wi01102910 SGM does not fill OtherpartyDN in USM Active if agent xfers or confs the call to CDN
wi01100119 AACC 6.3 (SP8) - Open Network calls intermittently fail after switchover
wi01061043 AML-6.3-CCMS- Agent does not go to Ready automatically after the break time has expired
wi01093736 [SP8] Activity code entered by agent Accepted by CS1k but ignored by ASM (causing call routing
failure)
wi01097083 AACC SP8 with AAOA: conferences to CDN failing
wi01101155 tfeCompileAllScripts - Error on NIOAM_dwTFGet Master_Script rc = 20504
wi01094770 The DB Restore takes longer to finish with HA UI running
wi01095291 AACC 6.3 :unable to login user to ccms, agent login failed because the passive terminal is null
wi01098874 AACC6.3 Transfer / Conference Number appearing as DIALLED#:N/A in CBC report
wi01049284 AACC 6.3 - UNE is unable to recover after the Network Provider goes OOS
wi01100162 AACC 6.3 SP9 Contact Summary Report not showing Next Address
wi01105471 SP6 / Unable to delete few applications from OD
wi01105770 IQs RTD intermittently reports WC sessions in a stuck state when WC contact is abandoned by the
customer
wi01106606 AACC 6.2:call id is not getting updated in the CBC report after the call is transferred
wi01095310 [SP9] CCMS - CPC works incorrectly after changing from Call Force Delay CPC to Return to Queue
CPC when contact is presented to agent and agent set Not Ready
wi01105586 TFE issues disconnect to CMF for main call leg during LP transfer scenario
wi01087600 [SP10] SysOp If user turns on Call Redirect on SP9 then upgrades system to SP10 RB536, user must
turn on Call Redirect again
wi01069510 [SP9] SIP- OD- IVR- Call cannot route to Agent if Prompt Name of IVR block1 with Play and Collect
has special character and Prompt Name of IVR block 2 with play prompt is correct

wi01071377 [SP9] SIP SGM- Agent state changes to Busy on Agent RTD when conference CDN to CDN and hold
call
wi01083244 [SP10_RB513] CCMS-Call on Sup/Agent is not released after Agent transfer DN to another Agent
does not belong to Sup/Agent
wi01100627 AACC 6.3 SP8: Temporarily stuck contact on AAAD after call transfer
wi01096041 Incorrect error "noConnectionToClear" handling by SGM when both parties release call at the
same time
wi01091682 [SP10]CCMSU - No Application Environment and Product Version information in CCMSU readme
wi01107503 Adding new Cache methods for full rebuilding indices
wi01108051 MLSM logging enhancement
wi01109425 MLSM poll mechanism correction
wi01081006 [SP10] SIP CS1K - The call is ringing on phone set but not appear on Refclient of agent2 if Agent1
makes DN call from phone set to agent2
wi01101568 XMPP adaptor sends MESSAGE FROM CONTACT CENTER: Chat session has been terminated
wi01110819 Failure to Fresh install 6.3 SP11 - Possible cross-linking of CCCC cache database update with CCMS
wi01096488 [REGR] CCMS database restore failure
wi01096909 AACC 6.3 (SP8) IVR cannot transfer calls into AACC after applying 6.3 SP8 patches
wi01102183 AACC 6.3/Agent hears ringing when call is presented
wi01022619 RCW reports not displaying the right value (UserID)
wi01092250 Update Migration Code to correct Storage Definition errors
wi01109900 ASM memory leak detected during AML multiplicity run
wi01109895 AACC SP9 - Agent reservation not reversed on call abandon
wi01103154 The call does not match immediately to next idle agent
wi01070825 Re-instatement of HA fails
wi01098996 AACC 6.3 SP8 EWT is not working as expected
wi01100488 TaskFlow executable size maximum limit exceeded
wi01101215 AACC 6.3 SP9 Skillset By Agent Performance shows TalkTime, but no calls answered
wi01103684 [SP8] CCMS doesn't handle the database backups correctly (ERROR #5001)
wi01108401 AACC 6.3/SP9 /Unable to update the SIP Domain name in the server config
wi01108956 AACC - IQ Agent States intermittently do not match
wi01111629 TFE issues disconnect to CMF for main call leg during LP transfer scenario due to extra
CP_CLEARED event coming from CS1K
wi01112350 AACC 6.4: Config - Agent Properties report does not show assigned agents,
SupervisorAgentAssignment view issue
wi01090894 6.3 Voice Only HA Configurations will not Shadow
wi01092289 SP6 / Updating CBC causes CCMA page freeze - after having CCMS_6.2.206.53
wi01102151 Managed IP not acquired by Active CCMM after Switchover
wi01071690 Server Configuration unable to administer corporate enterprise license server ip... automatically
replaces with localhost ip
CCMS SP11 Patch 1 WI Listing

This list contains defects addressed in Patch 1 for the Manager Server component of Avaya
Aura® Contact Center.
CR/WI Summary
wi01055191 AACC6.3- PCP is not pegged when option MPC - Agent will remain in a Ready state … is not

enabled
wi01086199 AACC 6.3 (SP6) - nicmfjvm.exe memory is increasing which leads to system restart.
wi01102372 CCMS Multi-Service Console - nicmfjvm.exe window keeps popping up intermittently
wi01107245 HAI termination during manual switchover
wi01111751 HDC memory leak running AML multiplicity traffic
wi01117255 Remove the explicit setting of GC Threads to 4 registry setting from nicmfjvm startup
wi01117592 [SP11] Memory leak in CDR statistics
wi01118294 Some improvements in MLSM logging
[SP11] SIP-ASM- Agent is stuck On Hold DN In on Agent RTD when conference CDN to DN and
wi01119538 hold call
SP11 CCMS ASM - Agent2 is Not Ready instead of break state if agent2 holds call before agent1
wi01119885 completes conference
wi01120147 Fixes for Coverity defects, CIDs - 579333,579334,579335,5793336
wi01121407 [SP11] Stat.NIiAgentSkillsetStat Index needs to be rebuilt if upgrading from SP9 or earlier.

CR/WI Summary
wi01106153 Intermittently for a failed call "Called" column in CCT RefClient shows "<none>"
wi01114852 vi: call is dropped when OCS Enterprise mode user calls to AACC_CDN
[SP9] CCMS SGM – RTD updates agent2 is busy instead of active skillset when agent1- logged
wi01065587 out on Refclient - completes conference to CDN
Intermittently for a failed call "Called" column in CCT RefClient shows sip URI of agent, who is
wi01120557 making call.

CR/WI Summary
wi01123412 CCMS SP8: Update JVM options used by CCMS_OAM_CMF_Service to launch JVM

CR/WI Summary
6.4 CCMS – The Not Ready field is pegged the huge data with Break Time equal 0 in the
wi01122162 iSkillsetStat, iAgentBySkillset table


CR/WI Summary
wi01061797 AML-SP9-CCMS- Agent goes to Ready state after union break time while setting Not ready
reason code
wi01112802 Agent not returned to idle queue
wi01114584 Agents are not correct on standby server if standby goes down when agent is logged in.
wi01115845 OAM termination on Standby Server
wi01116644 SP10 / RouteCall to CDN are pegged as Default at CBC and Application reports
wi01118949 Application Threshold does not take effect immediately
wi01119562 Outbound campaigns are de-queuing and queuing calls after several minutes
wi01120632 Different script behavior when used hardcoded values vs. variables
wi01121594 [6.3 SP11 RB692B]CCMS Agent gets stuck in Break state if he is Active on MM contact first then
answers DN call which is transferred from another agent
wi01121728 AACC6.3 Queue to agent fails for predictive agents
wi01121753 Calls being pegged as abandoned on skillset RTD but not in skillset performance Historical
Report
wi01123083 Error when saving agent to supervisor assignment
wi01123612 AACC6.3 Cannot login Agent after manual switchover completed successfully
wi01123755 Xferring agents get stuck in busy state
wi01124960 Wrong average amount of agents on the Skillset Performance Reports on some intervals
wi01125140 AACC6.3-CCM Always displays error Failed to run assignment when clicking on Run Now for an
PR Agent Skillset Assigment
wi01126251 Stats not consolidated after manual switchover
wi01127380 ASM termination due to invalid agent pointer held inside virtual network agent object
wi01127944 ASM caught an exception which is swallowed while looking for TN in AgentDictionary
wi01130209 SP10: Update JVM Options for CCMS_SIP_Services
wi01131045 6.4 DVD20 - RB334 SIP HA - Services cannot start up on Standby system
wi01131171 ASM incorrectly invoked notreadyevent upon receiving route to agent response
wi01135080 Agent stays in Busy state after releasing e-mail
wi01135572 SIP 6.3 SP11-SMMC tray launcher requires .Net Frame Work 4.0
wi01136302 SP11 CCMS-ASM Agent goes to Ready state after union break time while setting Not ready
reason code

CR/WI Summary
wi01102655 Calls initiated with internal number to the external IVR system can not reach the agent
wi01117452 AACC SP9: Agent status mismatch between RTD and AAAD

SGM sends CANCEL after receiving “181 Call is being Forwarded “ following the INVITE to an
wi01122385 agent DN.
wi01126181 AACC SP9 Union Break not triggered if consult transfer completed before far end answers
wi01105062 Agents Idle on AAAD but show Busy on RTD
wi01119860 Agent stuck in an Idle state after a Transfer
wi01125242 CDN call transfered by AACC Agent to CDN (consoltative) fails
wi01126738 SP10 / AgentConnection not moved to ESTABLISHED when agent calls to a PSTN number
wi01128704 Ringback not re-started after AMS failover.
wi01125405 SGM blacklists AMS for 12-16 seconds after AMS HA failover using TCP or TLS
wi01135705 AACC6.4 RB356 - Traffic crashes due to memory leak 1-2 hr into traffic run
CCCC SP11 Patch 1 WI Listing

This list contains defects addressed in Patch 1 for the Common components of Avaya Aura®
Contact Center.
CR/WI Summary
wi01111196 AACC SP10 - if DST was previously enabled but now disabled, migration fails.
wi01116211 Unable to add new agent after migration from CC7 to AACC SP10
wi01121596 Spelling issue in High Availability window after switchover
wi01104186 MergeFailedContactProperty objects not destroyed in CMF
wi01116498 Memory Leak in CMF due to contact creation failure.
HA6.3_SP11_Some services can not start up on standby server after upgrade from SP10 to SP11 by
wi01122466 hot patching

Contact Center.
CR/WI Summary
wi01125959 Issue logging in Agent using OI Ref Client. Additional negative impact is discovered.
wi01114901 race condition causing out of order events
wi01102604 AACC 6.3 ListenerProperties in cmfEntryViewer are not deleted after log off
wi01096162 [SP8] Multimedia Contacts Not Presented to Agents
wi01118215 Socket exhaustion causes AAAD failure
wi01081958 AACC (6.3) nicmfjvm process high memory utilization.
wi01123015 Exception in CMF_OI.log upon user logout
wi01081783 Start Recording failed alarms continue to be generated
wi01082006 AACC SP8 Phantom Call on Application RTD
wi01089511 SP8 SIP CC / Activity Code by Agent report pegged incorrectly while releasing the call
wi01092116 no removeHAConnection occurs in CMF
wi01083530 AACC (6.3) - Campaign Ob initiated from AD not reaching ip hardphone
wi01104186 MergeFailedContactProperty objects not destroyed in CMF

wi01116498 Memory Leak in CMF due to contact creation failure

wi01119470 Unexpectedly inbound calls end up getting defaulted requiring a server reboot.
HA6.3_SP11_Some services cannot start up on standby server after upgrade from SP10 to SP11 by
wi01122466 hot patching

Contact Center.
CR/WI Summary
wi01110778 SP9 / DB maintenance utility page is not loading
wi01120034 AACC6.3 - CCMS HA - Start HA failed due to Failed to Ping ManageIP
wi01128428 HW Appliance - 6.4 RB319 - Cannot backup database
Java Memory Leak in MCMC process and SGM when non Acquired route points present int he
wi01129068 system
CCWS SP11 Patch 20 WI Listing

Contact Center.
CR/WI Summary
wi01104276 Web Stats not working. CCWS not getting data
wi01128493 Statistics tab on AAAD does not show the information for the monitored skill sets
CCMA SP11 WI Listing

This list contains defects addressed for the Manager Administration components of Avaya
CR/WI Summary
wi01097035 Password appearing in backup log file
wi01077535 IUSR_SWC needs write access to log folder on CCMA server
wi01097862 CCMA: Reports ending date for Daily results in report being 1 day earlier than expected
wi01105862 when running the Contacts Closed By Skillset report, the report is not within the correct dates
wi01104035 AACC 6.3/Multimedia Contact Closed by Skillset" HR scheduled reports do not contain data"
wi01103655 ICE RTD service termination does not recover
wi01108687 CCMA SP10 - RTD control crashed on IE8 intermittently
CCMA SP11 Patch 1 WI Listing

This list contains defects addressed in Patch 1 for the Manager Administration components of
Avaya Aura® Contact Center.
CR/WI Summary
wi01107828 AACC 6.3 / Intermittent IE freeze when editing script variable from CCMA scripting page
wi01101492 CCMS6.4: Agent is not in the NISupervisorAgent table after changing to Supervisor

CCMA SP11 Patch 20 WI Listing

This list contains defects addressed in Patch 1 for the Manager Administration components of
CR/WI Summary
wi01107522 AML 6.4 CCMA- CCM- Many POM skillsets can be assigned to one agent in the Network Agent
Admin page
wi01111603 Netbios name does not work with a dot if differs from domain name
wi01121246 AACC6.3 CCMA Configuration - POM Blending Configuration should not available on AACC
SER system
wi01121553 CCMA6.3 CCM - Skillsets page Can assign multi PR skillsets for an agent successfully
wi01122076 Scheduled tasks are not updated after changing the IP address of a CCMS server on CCMA
wi01122104 AACC6.3 SCT- Threshold values are limited to 4 digit numbers instead of 6 as on
Configuration page
wi01125356 AACC63 SER CPC values display incorrectly after agent creation and after skillset updates
wi01127916 Display fails to launch on unicast client when previous browser session was terminated
wi00950120 AML 6.3_CCMA: CCM- Can assign SER skillset and Voice skillset with a numerical priority at
the same time in Skillset view
CCT SP11 WI Listing

This list contains defects addressed for the Communication Control Toolkit components of
CR/WI Summary
wi01090122 Populate the Windows Event log with error information if CCT DAL service fails to start
wi01083551 Unhelpful CCT_Refclient_exception error when incorrect structure of KVP inserted in AAEP app
config file
wi01106254 After chaning domain user in CCMA RefClient/AAAD show incorrect name
wi01111414 Fix issue in CMF WS Address proxy disposal introduced by ClearCase merge
wi01112609 Some CCT services are not started on Active after Hot-patching
CCT SP11 Patch 1 WI Listing

This list contains defects addressed in Patch 1 for the Communication Control Toolkit
components of Avaya Aura® Contact Center.
CR/WI Summary
wi01080992 Single call presented to both Agent and SupervisorAgent at the same time
wi01072468 Termination of the CCT Logging Service causes TapiConn to be come unresponsive
wi01120568 NCCT OI service is not up after upgrading service pack
CCT SP11 Patch 20 WI Listing

This list contains defects addressed in Patch 20 for the Communication Control Toolkit
components of Avaya Aura® Contact Center.
CR/WI Summary

wi01073492 SOA CCT cannot acquire OI Master license due to duplicate java process running
wi01101489 [REGR] Agent does not go to Not Ready after the time for return to queue out
wi01110093 Call stuck on RefClient
wi01118902 Added TN is not at all able to get in Active state
wi01130249 SP 10: Update JVM Options Passed to CMF SOA OI Web-service.
CCMM\AAAD SP11 WI Listing

This list contains defects addressed in the Multimedia\Outbound Server and Avaya Aura® Agent
Desktop components of Avaya Aura® Contact Center.
Note that SP11 brings AAAD’s embedded phone in line with Avaya one X Agent 2.5 Service
Pack 2.
CR/WI Summary
wi01061436 AACC 6.2 AAAD My computer mode, problem saving audio devices if 'Record device' not set.
wi01062173 AML-6.3-RB 363a GA Patches CCMM Admin - Logoff terminal State-Idle function doesn't work
wi01071258 SP9: Cannot add new search criteria to an existing rule
wi01097324 Agent receiving blank chat in AAAD
wi01081069 Allow audio transmit and receive gain to be set by agent
wi01103929 Multiple call appearance is not cleaned up on AAAD after call comes in when cti link is down
wi01112319 6.3 SP11 - Changing CCMM OAM registry 'Register' entry.
wi01087247 AACC 6.3 (SP8) - Agent\Skillset updates are not being synchronised to CCMM
wi01087983 CCMM OAM - 17 digit number appears in reason code in some instances and can't be delete
wi01088597 AACC6.3 Sp10: Webcomm Text does not disappear from agent text box after using automatic spell
check
wi01088837 SP8 AAAD - Webchat Contact when Max open duration expries contact gets dropped
wi01089284 The custom fields removed after e-mail contact closed before the Outbound contact
wi01091809 Mis-spelling of word reseting" not captured by AAAD spell-check"
wi01093661 6.3 CCMM- WebAdmin - Cannot save status of Check Out Of Office Hours Treatment
wi01094762 AAAD SP09 - Incorrect behaviour when agent trys to 'pull' a contact that is already being pulled by
another agent
wi01095391 AAAD alters cursor position of other applications when email body presented in AAAD
wi01095721 Search results for prepared email responses does not have a vertical scroll bar.
wi01097474 Red-X appears on AAAD in place of customer history
wi01097650 AAAD does not always display auto-autosuggest search results
wi01097651 AAAD does not display auto-suggest options clearly
wi01097964 AACC 6.3 CCMM CC list in emails is truncated to 256 characters
wi01098015 Correctly spelled words incorrectly flagged as mis-spelled
wi01098125 Intermittently get message on AAAD that pullcontact has failed after successful pull
wi01098275 SP8/After migration, Email Rules Missing in Rule_Groups
wi01099225 SP8 AAAD Webchat status issue
wi01100577 Offline message configuration - header FROM: address rejected by email server
wi01103212 Email and phone fields need white-space trim before validation.
wi01096808 Immediate backup fails on first attempt when attempting to backup to a remote location
wi01098710 The Max Open Duration Exceeded notification is not available for user if AAAD is not on top

wi01103353 OB campaign not started, needed to pause and restart to make it work.
wi01103647 AAAD can appear unresponsive if email spellcheck form present and customer not typing on WC.
wi01103964 AAAD does not pop screen-pop for first outgoing call after AAAD launch
wi01105159 Wrapup Message to be removed
wi01105855 AACC 6.3 SP9 - Update the nilm.dll
wi01096342 CIUtilityWS.CustomerLogoff fails to execute
wi01104961 AAAD email address validation allows single quote and null quote email addresses
wi01105895 AACC 6.3/SP9/Outbound Contact is presented to an Agent it is not getting highlighted
wi01109563 AACC_6.3 Audio devices not displayed when using locale other than en
wi01090988 [SP10_RB562] – CCMM – AAAD - The agent is stuck with second Webcom contact and cannot close
it after he is on webcom conference and DN call.
wi01105252 [RGNS] On restore of Active database, local RGN settings are not preserved in CCADAppsetings.xml
wi01107861 AACC 6.4 - Make sure the AgentDesktop CCADAppSettings matches the \client CCADAppSettings
wi01108223 AAAD 6.3 - DP210.12 ThickClient RGN fix
wi01112270 The button Search" is cut in AAAD auto-suggest options"
wi01083194 AACC6.3_SP10RBB513 – CCMA – The Activity code with name OAMActCode auto generate when
using SCT tool connect to server
wi01108084 The words 'patiences', 'tittled' are not flagged by AAAD spellcheck
CCMM\AAAD SP11 Patch 1 WI Listing

This list contains defects addressed in Patch 1 for the Multimedia\Outbound Server and Avaya
Aura® Agent Desktop components of Avaya Aura® Contact Center.
CR/WI Summary
wi01108734 Rule Group Update is not routing the E-mail as per new updated ruleGroup
When selecting an auto suggested item the Email signature is not being appended for plain text
wi01114097 email messages.
wi01114248 AAAD 6.4 - CCMM Agent WebServices showing 509 error, under load
wi01115508 Provide not-ready,ready message on AAAD when AES link goes down
wi01116328 Bug in AAAD when outbound field is not created in client ws call
wi01116329 AACC - Attachment lost in on customer clients when email is replied to via AAAD
AAAD Webcom SP11 – Only one Webchat is return to agent if there are 2 webchat end max
wi01123736 duration time
6.3 SP10 Voice Contact History not displayed for voice only agent in an AML Multimedia
wi01117096 environment
[6.3 SP11 RB 692]_AAAD_Agent cannot close the consult Webcom if he consults webcom to
wi01118790 another agent without completing before
wi01119317 Intermittently Supervisor Observe is not closed when contact is closed
wi01121625 AAAD 6.3 SP11 – Many warning messages display continuously without stop until killing AAAD

CR/WI Summary
wi01127231 Creation of an anonymous session key leaves a 'footprint' in CCMM


CR/WI Summary
[SP10] IM CDN- the chat content before transferring are not showed on transferred agent if
wi01074058 original agent makes call before transferring
wi01094567 AAAD 6.3 Invalid email addresses allowed past validation
wi01096715 AACC 6.3/SP8 /Missing Status on AADD
wi01101191 Debug Logging for AAAD login site issue
wi01105915 Screenpops should not disappear when agent initiates conference
wi01115903 On consult, first message does not get sent during web chat
wi01115950 Screenpops error when using predictive outbound dialer with AAAD
wi01116139 AACC OB Retry counter for outbound campaigns does not decrement
wi01116269 Need to delete 1.2 million customers with 0 contacts
wi01117544 6.4-AAAD- There is no number dialed information in IM history if Agent make out a DN out
wi01119756 Web Chat History response emails not proper
wi01120160 AAAD SP11 – Webchat content display nothing incorrectly
wi01120625 Agents receiving blank email, unable to interact.
wi01122503 Allow option to turn on/off screenpop browser disposal
wi01123854 AAAD freezes intermittently on pressing complete
wi01126092 MM_OAM updates not synching
wi01130867 MCM Client Doesn't remove listeners upon CMF Connection reset.
wi01135927 Webchat Russian localizaiton subject displays incorreclty
OD SP11 WI Listing
This list contains defects addressed for the Orchestration Designer component of Avaya Aura®
Contact Center.
CR/WI Summary
wi01071513 AML 6.3 SP9 OD- All of routes highlighted in red and marked as deleted if using variable to route
contact
wi01100729 Users cannot create / delete Ranges in App Vars
wi01100898 OD cannot reopen contact router
OD SP11 Patch 20 WI Listing

This list contains defects addressed for the Orchestration Designer component of Avaya Aura®
Contact Center.
CR/WI Summary
wi01122593 CCMA SP9: Variable creation on OD much slower than on CCMA GUI
wi01135098 Master script can not be opened if Contact Center was updated from SP10

Avaya Media Server (AMS) SP11 WI Listing

This list contains defects addressed for the Avaya Media Server components of Avaya Aura®
Contact Center.
QFE-platform-7.5.0.1140-0001
CR/WI Summary
wi01103063 AAAD does not allow multiple DeskPhones to be assigned to agent when AAOA is enabled
wi01106794 AAOA: When user choose Deskphone" and has more than one deskphone
wi01064850 [SP9] Web LM It takes 5 minutes to start up LM service using WebLM license file
wi01069761 SP9 SGM The observed tone is stopped after agent hold then un-hold CDN call that is
configured Music On Hold application
wi01105014 Call Record Tone not played when Agent answers with Call Force Answer and no Agent
Greeting
wi01097608 Media filename truncated on download (Was: AACC6.4: Whisper skillset - truncated download
message")"
wi01099800 6.3_RB562B_AMS The AMS version is incorrect on Control Panel after we upgrade AMS server
wi01106197 Media Security EM page not accessible after upgrade from 7.5.0.837 with EMLite-QFE0001 to
7.5.0.1014
Avaya Media Server (AMS) SP11 POST GA WI Listing

This list contains defects addressed for the Avaya Media Server components of Avaya Aura®
Contact Center.
QFE-platform-7.5.0.1140-0001
CR/WI Summary
wi01116921 SC Module crash on standby AMS
QFE-platform-7.5.0.1140-0002
CR/WI Summary
wi01126995 Inactive server sends ARP packets
QFE-platform-7.5.0.1140-0003
CR/WI Summary
wi01131826 Codec configuration is not correctly restored during upgrade. Some calls do not work.
QFE-EMLite-7.5.0.1140-0001
CR/WI Summary
wi01128382 High CPU usage alarm is raised when several EM tasks (specifically Operational Measurements
monitoring) are opened.

Contact Center Services for AMS (CCSA) SP11 WI Listing

This list contains defects addressed for the Contact Center Services for AMS components of Avaya
QFE-__sip-conf-6.3.0.115-0001
CR/WI Summary
wi01118315 Race condition: Party attempts to joins conference after conference deleted
wi01118734 (Windows only) Freshly installed co-resident AMS system cannot get license from AACC

APPENDIX B - Known Issues

Third-Party Software
Third Party Software Upgrade Utility
wi01086965 The reboot message is not on top after running Third Party Software Upgrade
Utility on fresh system
After the completion of the upgrade task, the user is prompted to reboot their system via a warning dialog.
Sometimes this reboot prompt may become hidden behind the main application dialog - to reveal the
warning dialog use the Alt-Tab key combination to bring the dialog into the foreground.
wi01097093 Removal of WebLM license (plservrc.xml) on install of Tomcat 6.0.35 prevents

License Manager from starting
When performing a fresh install of AACC 6.3 Service Pack 11, or upgrading from an earlier Service Pack
line-up e.g. SP7, SP8, SP9* an upgrade of Third Party software is mandatory after installation of the
Service Packs.
The Third Party Software Upgrade Utility is provided to perform the Third Party software upgrade.
Note: SP10 and SP11 share the same Third Party software requirements therefore no Third Party software
update is required if upgrading from SP10.
The Upgrade utility upgrades Tomcat 6.0.35 if already installed or installs a fresh Tomcat installation if
executed on a clean system. During the installation of Tomcat 6.0.35, an attempt is made to remove the
following folder: <ContactCenterInstallDirectory>apache-tomcat\webapps\WebLM
If a WebLM License file is in use in this directory prior to Tomcat installation, it will be backed up as:
<ContactCenterInstallDirectory>License Manager\bin\plservrc_Tomcat_backup.xml
It can occur prior to or during the install of Tomcat 6.0.35, that folder
ContactCenterInstallDirectory>apache-tomcat\webapps\WebLM becomes locked by the operating system
or other process, thus preventing deletion. Tomcat will complete its installation but there may be a loss of
WebLM functionality and license data.
If this occurs the following steps must be taken to recover License Manager functionality:
1. Stop the Tomcat service (Contact Center Tomcat Instance) if it is running via services.msc
2. Manually delete the folder <ContactCenterInstallDirectory>apache-tomcat\webapps\WebLM and
all contents
3. Start the Tomcat service (Contact Center Tomcat Instance) via services.msc. This will recreate the
WebLM directory deleted on install of Tomcat 6.0.35
4. Launch AACC License Manager Configuration
5. Browse for a valid XML. You may browse to the earlier license backup of
6. Click Apply
7. Restart the Tomcat service via services.msc

Third Party Software Downgrade Utility

wi01101812 LM fails to start when applying Weblm license after test bed is downgraded from
SP10
If downgrading from AACC 6.3 Service Pack 11 to a previous Service Pack line-up e.g. SP9, SP8, SP7, a
Third Party software downgrade is mandatory.
The Third Party Software Downgrade Utility is provided to perform the Third Party software downgrade.
Note: SP10 and SP11 share the same Third Party software requirements therefore no Third Party software
update is required if downgrading from SP11 to SP10.
The Downgrade utility removes Tomcat 6.0.35 before installing Tomcat 6.0.20. During the removal of
Tomcat 6.0.35, an attempt is made to remove the following folder:
<ContactCenterInstallDirectory>apache-tomcat\webapps\WebLM
It can occur during the removal of Tomcat 6.0.35, that this folder becomes locked by the operating system
or other process, thus preventing deletion. This can result in a partial WebLM directory remaining on the
system after downgrade.
Note: The following procedure should be followed after you have:

i. Downgraded your Third Party Software
ii. Installed your Service Pack 7 Software Line-up
If the folder is not deleted, please perform the following steps:

1. Ensure you have a copy of your WebLM license file
2. Stop the Tomcat service (Contact Center Tomcat Instance) via services.msc
3. Go the folder <ContactCenterInstallDirectory>apache-tomcat\webapps
4. Manually delete the folder WebLM
5. Start the Tomcat service (Contact Center Tomcat Instance) if it has not already started, via
services.msc. Wait for completion.
6. Validate that WebLM directory is available
7. Restore WebLM license file as outlined in the procedure below
Restore WebLM License File

During the downgrade procedure, the WebLM License file will be backed up as follows:
On downgrade, this license file backup can be re-used as per the following process or an alternative user
copy can be used:
1. Start the Tomcat service (Contact Center Tomcat Instance) if it has not already started, via
services.msc. Wait for completion.
2. Stop the Tomcat service (Contact Center Tomcat Instance) via services.msc
3. Launch AACC License Manager Configuration
4. Browse to the <ContactCenterInstallDirectory>License Manager\bin\
plservrc_Tomcat_backup.xml license file - click Apply (alternatively, browse for a valid license
XML of your choosing)
5. Restart the Tomcat service via services.msc

Internet Explorer Compatibility issues
wi00925100 CCMA MMC Configuration snap-in images corrupt if IE9 installed

The icons on the CCMA configuration snapin appear incorrectly when IE 9 is installed on the CCMA
server. The snap-in continues to function correctly.
wi00808468 Memory leaks on IE8 when opening several RTDs

A memory leak happens with IE8 (iexplore.exe) when running many realtime displays. This can cause
serious issues if this browser is running on the AACC server.
Microsoft provided a fix for this issue in the Internet Explorer Update released on 30/March/2010. This
update should be installed to resolve this issue. It can be found at the following location
(http://technet.microsoft.com/en-us/security/bulletin/MS10-018)
AACC 6.3 Service Pack Software

Upgrading from Previous Avaya Aura® Contact Center 6.x Release
wi01014200 Excessive time to uninstall SP5 RU01, RU02, RU03
The time required to remove Service Pack 05 with Rollup Patches 1, 2, 3 plus all Patches that have been
generally released, could be take up to approximately 5½ hours depending on the hardware specification
of your system and the number of patches that have been installed.
wi01014041 SIP SM AACC6.Critical problem when migrating an Aura 5.2 MBT system to Aura
6.1 SM system
Note # 1: Migration or upgrade from Aura 5.2 MBT system to Aura 6.1 SM system requires database
restore from Aura 5.2 database backup. Only "Data" part of the database needs to be restored for the
application databases. Do not restore the "Code" part of the database because it will overwrite the code
and routines (source code) of the Aura 6.1 SM system database with 5.2 MBT system database code,
making the system unstable and unrecoverable.
Note # 2: Do not restore the ADMIN database when migrating or upgrading from Aura 5.2 MBT
system to Aura 6.1 SM system.
wi00928172 Server Config: Configuration of WS Open Interfaces is reset to default setting when
removing/applying SP
This applies to upgrades from 6.2 SP4 (or earlier), and covers issues pertaining to a loss of both WS Open
Interfaces & CCT Open Interfaces configuration settings. These settings are stored within individual xml
files (SOAProperties.xml) which are not retained upon removal of 6.2 SP4 (or earlier), resulting in a loss
of configuration data on upgrade.
Custom changes to CCT Server “RestrictedSessionAppNames” will not be

maintained
Any custom changes to the “RestrictedSessionAppNames” section of the
“Nortel.CCT.Service.exe.config” file will not be maintained following an AACC 6.3upgrade.
To maintain any custom changes please back-up these changes prior to uninstalling the software and
manually re-add the custom changes following the Service Pack 6 installation

The “RestrictedSessionAppNames” feature limits the maximum number of resources that can be allocated
to a particular CCT client application regardless of the configuration settings within CCT.
Data Dictionary Changes - User generated SQL may fail on UserID column.
All Views containing the UserID column have been updated to return the UserID in Upper Case. This is
to ensure that the Views work correctly for all UserID values regardless of case.
Any User generated SQL that accesses these Views will need to be updated to take this into account.
The Views changed are:
dbo.dActivityCodeStat
dbo.dAgentByApplicationStat
dbo.dAgentBySkillseetStat
dbo.dAgentPerformanceStat
dbo.eAgentLoginStat
dbo.iActivityCodeStat
dbo.iAgentByApplicationStat
dbo.iAgentBySkillseetStat
dbo.iAgentPerformanceStat
dbo.mActivityCodeStat
dbo.mAgentByApplicationStat
dbo.mAgentBySkillseetStat
dbo.mAgentPerformanceStat
dbo.wActivityCodeStat
dbo.wAgentByApplicationStat
dbo.wAgentBySkillseetStat
dbo.wAgentPerformanceStat
AACC Product Installation
DP_CCMS_211.4 installation
On some systems installation of the patch DP_CCMS_211.4 can take more than 10 minutes.
Pre-Requisite Software known issues
Pre-Requisite Software does not install successfully

When you launch setup.exe a number of pre-requisite software are installed on your system to enable the
successful installation of your AACC software.
A problem could be encountered with the installation of the Microsoft Visual C++ Runtime Libraries (x86)
Redistributable Setup. If you encounter this problem you will receive the following error message:

This issue is a known problem and is caused by an unsuccessful install of prior Windows Updates OR
Custom MSI packages that could have left faulty registry keys under
HKEY_LOCAL_MACHINE\COMPONENTS. The Microsoft knowledge base article, KB 970652,
(http://support.microsoft.com/kb/970652/en-us ) outlines the problem and provide a link to a resolution.
To address the problem please follow the steps as outlined in the Microsoft article
http://support.microsoft.com/default.aspx?scid=kb;EN-US;946414
DVD Controller
Please ensure that the system is in a stable condition at the time of installation. This means that
all services should be fully started or stopped and the system is not in a transitional state.
Otherwise the installation may fail or return errors.
wi01071276 CCMM HA UI throws Cache error after hot patching (Sp8 to SP9)
Workaround:
1. Click OK on the dialogue box presented.
2. Close the HA UI.
3. Ensure that the HA UI is fully closed and not just minimized to the System Tray.
4. Re-Open the HA UI.
wi01090772 Enhance the DVD install to catch Cache install problem

On rare occasions, it has been observed for new installations, that the cache install does not complete
correctly and the ‘Verifying the Multimedia database installation’ step from the Avaya Aura® Contact
Center Commissioning guide will fail. Currently the DVD Installer has no facility in place to catch this
scenario.
Solution:
Uninstall AACC and Re-install.

Co-Res Installations
Updating IPs or Site Name in Server Configuration when Co-Res with Multimedia
Server Configuration - When changing an IP or Site Name in Server Configuration, a message is
displayed if the CCMS services are running, informing users that they must stop all CCMS services prior
to making these changes. Due to link of CCMS Naming Service to Multimedia, users may not be able to
make the update by stopping CCMS services alone.
Work Around:
To avoid ensure all AACC services are stopped prior to making IP or Site Name updates in the Server
Configuration application. There is a possibility that the naming service will still be running even though
all services appear to be shutdown. If this is the case the naming service must be killed via the task
manager.

Common Components
Note: Database updates were not successfully applied due to an “error during call class
method compile ‘Compile’ on class ‘%SYSTEM.OBJ” error.
In the unlikely event that one receives that following exact error (please ignore the specified
CCCC patch version) on a Common Components patch install.
Workaround:
Reboot the server and attempt to install the Common Components patch again.

Backup / Restore Running while installing/uninstalling Software

User cannot create or edit Scheduled Backup tasks on Database Maintenance after upgrade
from SP4 to SP6. This issue is most likely to happen when more than one Database
Maintenance application is open at the same time.
Workaround:
Do not perform software installation or un-installation while a backup or restore operation is
running.
WI01128975 - Failure in Avaya_Aura_CCCC_6.3.211.? to start cache

instance…
During the install on rare occasions it is possible that the user will be presented with the
following error:
Workaround : There is no workaround for this issue.
Solution : If this error occurs you should contact Avaya Support for assistance.
wi00966142 Log Archiver terminated more than three times

The AACC 6.3 Automated Log Archiver can experience terminations due to a bug in
referenced Microsoft code. To minimize the loss of archive data, the Archiver service is now
configured to recover from terminations using the Windows Service Recovery features.
Microsoft has accepted the defect and has developed a fix that has been proven effective in
design.
Workaround:
Microsoft has provided the hot-fix rollup (2714394) to resolve the problem. The fix is
described in http://support.microsoft.com/kb/2714394.
The hot-fix rollup is distributed by Avaya and is available from the Avaya FTP
(ftp.avaya.com) in the folder /incoming/guests/NGCC/NGCC1-0/AACC6-3SW/Patches/.
Log Archiver: Archive location reverts to default.

Issue: After installing the Service Pack the archive location reverts back to the default location

D:\Avaya\Logs\Archive
Workaround:
If the customer wants to use an alternative to the default archive location, the customer should
use Log Archiver to select the alternative location. The change applies automatically when the
Log Archiver is saved.
Archiving log files to DVD

The AACC 6.3 Log Archiver provides a feature where archives can be copied (or mirrored) to
a DVD. There is, however, a limitation in a Microsoft API that is used by this feature to
communicate with the DVD drive hardware. As a result, certain DVD drives will not work.
Microsoft does not provide a list of compatible drives so it is possible to identify drives that
will not work.
The following is the hardware that was tested in the Avaya test labs.
1. Supported drives: LG GSA-2164D, LG GCC-4482B, LG GCC-T10N, LG GCC-
T20N, Optiarc AD-5560A, TEAC DV-W28EAW, TSST SH-S182M
2. Unsupported drives: TSST TS-L463A
It is expected that most drives will not exhibit the problem. To check if your drive is
supported, open the Log Archiver configuration window, click the Settings tab, click the
Mirror Settings button, select the Disc tab and click on the Detect Media button. If you see the
error message below, your drive is not supported.
Contact Center Patch Manager
Patching while backup / restore is running

Cache might fail to shutdown if backup / restore is running while the patching process is
running.
Workaround: Do not perform patching while a backup or restore is in progress.
SIP HA Specific Issues

wi01128704 Treatments not restarted after AMS HA failover.
If customer calls are in the middle of hearing treatment (announcements/music/ringback) and an
AMS HA failover occurs, the treatments are not being restarted, so customers will hear silence
until they are routed to an agent.

Work Around:
There is no workaround to this issue.
Solution
This is resolved and will be available in the SP11 Post GA Patch rollup release.
wi01125405 New customer calls are not answered by AACC for 12-16 seconds after a
AMS HA failover.
New incoming customer calls are not answered by AACC for 12-16 seconds after an AMS HA
failover occurs. This is due to the SGM component incorrectly grey listing the AMS HA pair
after an AMS failover. This only impacts AACC systems with one AMS HA pair in the Media
Servers list.
Work Around:
This is no workaround to this issue.
Solution
This is resolved and will be available in the SP11 Post GA Patch rollup release.
wi01007880 After manual interchange of SPHA AES, DMCC and TR/87 ports were
not listening AES MR for this issue is wi01009436
On AES 6.2, during a manual interchange on SP HA AES and in one interchange, port 4721,
4722 and 4723 were not listening and all the registration went into idle mode. For AACC, after
an AES switchover, AACC cannot reestablish a TCP connection with AES.
Work Around:
The system recovered after restarting AES Services which does not initiate a switchover.
Solution
The fix for this issue was included in AES 6.2.0 Super Patch 1.
Known CCMS limitations

wi01101419 Not Ready time is not consistent across reports for multiplicity agents.
The inconsistency between Agent Performance and NRRC reports is intentional.
When agent is working on a MM contact and is in NotReady state in AAAD, the time is not pegged as
NotReady time in Agent Performance reports (because agent is not in Not Ready state in general).
But NRRC reports deal with Real agent only and look at his state so calculate Not Ready time.
The temp agent is changed to Not Ready state after he initiate IM CDN contact
The agent can be put in NotReady state without ability to handle MM contacts if he initiates
IM CDN contact which is presented to him again.
- If there is only one agent logged in and ready on the system and at the same time he
initiates IM CDN contact.
- If a blended agent is enabled with multiplicity and initiates IM contact to CDN then

this outgoing IM contact will be connected with the real agent while the temporary
agent will remain in Idle state.
So the same agent can be selected for that IM CDN contact by ASM but in turn SGM will fail
the routing because the agent already has active IM session. In this case upon receiving failed
routing response ASM will force the temporary agent to NotReady state so the blended agent
won’t be able to handle MM contacts until IM CDN contact is released by the agent or handled
by another agent.
wi01122385 SGM sends CANCEL after receiving “181 Call is being Forwarded “ following
the INVITE to an agent DN.
The scenario can occur when a script is issuing a Route Call to the agent’s DN when it wants to send
the call to the agent’s voicemail. When AACC executes a route call to an agent DN it sends an
INVITE since it is aware of the agent’s address. When this call subsequently gets forwarded to
voicemail (181 CFW in the traceSM logs) – then AACC pulls the call back into the script (CANCEL
in the traceSM logs).
The fix for wi01122385 introduces the ability to suppress the SIP CANCEL message generated by
SGM immediately succeeding a “181 Call Is Being Forwarded”. Details on how to enable this option
and important pre-requisites to verify before enabling the option can be found below. It is
recommended to perform these steps immediately after the successful installation of any patch that
includes the resolution of wi01122385, prior to any reboot of the server platform or restart of services:
1. On the Avaya Aura® Contact Center server platform, logon with administrator rights. Navigate to
the following folder - D:\Avaya\Contact Center\Manager Server\iccm\sgm\config\
2. Locate the file called “SGM.properties” and open it in a suitable text editor – Notepad,
Notepad++, WordPad, etc.
3. Add the following lines after the final entry in the file:
# In Call Forwarding scenario prevent a CANCEL being sent immediately after the 181 'Call Is Being
Forwarded'
com.nortel.contactcenter.sgm.SuppressCancelAfter181CallForward=true
4. Save and Exit the file
5. Note that this setting must be changed on both the active and standby Avaya Aura® Contact
Center servers, if applicable
6. Using standard Avaya Aura® Contact Center restart procedures initialize the contact center
software.
7. Login and verify full operation
NOTE: As per the steps above, the SGM.properties file is static, and is not replicated in a HA
environment. This means that changes to this properties file only take effect after a system restart and
need to be manually changed in both Active and Standby server in a HA environment.
IMPORTANT NOTE: if you have already enabled this option and upgrade your AACC service pack
e.g. from SP10 to SP11, you will need to manually re-enable this setting after installation of the service
pack. You will need to re-enable the setting on both the active and standby servers in a HA
environment. (Re-enabling simply means editing the configuration file and changing the setting from
false to true as outlined in the steps above).
wi01098874 AACC6.3 Transfer / Conference Number appearing as DIALLED#:N/A in

CBC report

In SIP Contact Center, the dialed number information is now available and pegged correctly in
CBC reports. CallConsultInit event in CBC reports will show correct dialed number in case of
transfer/conference to both external DN or CDN.
This feature is not supported on AML Contact Center and therefore the dialed number
information does not peg. For example, DIALED#:N/A will appear in the Event data column
of CallConsultInit event in CBC reports.
wi01031511 Restarting AMS services causes CCT Service to restart

In an AACC SIP installation with a Windows AMS co-res; when Element Manager is being
used to shutdown or re-start AMD; the CCT Server restarts.
Workaround
Navigate to D:\Avaya\MAS\Multimedia_Applications\MAS\bin\ locate the file
PerfCounterAgent.dll. Rename the extension of this file from ‘.dll’ to ‘.dll_backup’.
Shutdown and restart the machine.
This will disable all AMS performance counters on the machine.
Avaya Media Server

Issues affecting Windows platform only
wi01053789 EM service display name incorrect when installing AMS co-resident

with AACC
When installing AMS 7.5 co-resident with AACC 6.3, the 'Avaya EM Service' appears in the
service list as 'Contact Center Tomcat'.
Workaround: No workaround necessary – cosmetic issue only.
wi01090163 I18N_RU_AMS_Cannot upgrade AMS from AMS 6.2 SP4 to AMS

6.3 SP10 RB562 on SIP MBT system
AMS cannot be successfully upgraded for AACC 6.2 SP4 to AACC 6.3 SP10 migrations on
system with Russian locale set.
This is a localisation problem with the AMS PVI Checker.
Workaround:
1. Create a temporary folder on the server
2. Copy <drive>:\Install Software\AMS\Windows\InstallerMAS.exe from the SP10 Release
Bundle to the temporary folder
3. Copy the <drive>:\Install Software\AMS\Windows\Properties\installer.properties from the
SP10 Release Bundle to the temporary folder
Launch InstallerMAS.exe from there
Issues affecting Linux platform only

None

Issues affecting Windows and Linux platforms
wi01117221 New AMS Installations AMS is not licensed after applying KRS (plic)
license. Restart of AMS Services on EM page is required.
For new windows and linux AMS installations, if a KRS (plic) license is provided, then after
applying the KRS license, the AMS EM still shows the alarm indicating that it is unlicensed.
Workaround: After applying the KRS (plic) license, do the following:
1. On Element Manager go to page: Home >> System Status >> Element Status
2. Hit the “Restart” button and hit the “Confirm” button.
Future documentation will be updated to reflect this requirement.
wi01080237 Call Force Answer Enabled: Two parties hear both voice and ringing tone
after blind CDN transfer
If “Call Force Answer” is enabled and an internal “customer” (using the same CM as AACC)
makes a CDN call which is answered by Agent1, the internal customer then does a “blind
transfer” using their desk phone to a CDN, Agent2 receives this CDN call, however both Agent1
and Agent2 continue to hear ringback on the transferred call.
1. Internal customer calls CDN
2. Agent1 receives the call
3. Internal customer makes a blind transfer using their desk phone to a CDN. Note: internal
customer needs to hit the "complete" button quickly.
4. Agent2 receives this call
Expected Result: Agent1 and Agent2 should be connected and able to talk.
Actual Result: Agent1 and Agent2 continue to hear ringback and can also hear each other.
Workaround:
There is no workaround to this issue. Note however that this problem only occurs when an
“internal customer” initiates the CDN call and does a blind transfer. This will not occur if an
external customer has initiated the CDN call.
wi00957439 No ringback or Announcements/Prompts played when Italian locale (it_it)

is selected in CCMS Server Config
If the it_it locale is selected as the default locale, then no ringback or other supplied
announcements, for instance playback of digits are heard.
Workaround:
Windows:
1. Use the en_us locale, instead of it_it
2. Copy the following files from folder:
%MASHOME%platdata\Announcements\contactcenter\default\it\it\l16
to folder:
%MASHOME%platdata\Announcements\contactcenter\default\us\en\l16
ringback_it.wav
busy.wav
zero.wav
one.wav

two.wav
three.wav
four.wav
five.wav
six.wav
seven.wav
eight.wav
nine.wav
3. Delete the ringback_us.wav file in the us\en\l16 folder
4. Rename ringback_it.wav as ringback_us.wav
5. Delete content of folders (if they exist):
%MASHOME%platdata\Announcements\contactcenter\default\us\en\g729
%MASHOME%platdata\Announcements\contactcenter\default\us\en\pcmu
%MASHOME%platdata\Announcements\contactcenter\default\us\en\pmca
Linux:
1. Use the en_us locale, instead of it_it.
2. Copy the following files from folder:
$MASHOME/platdata/Announcements/contactcenter/default/it/it/l16
to folder:
$MASHOME/platdata/Announcements/contactcenter/default/us/en/l16
ringback_it.wav
busy.wav
zero.wav
one.wav
two.wav
three.wav
four.wav
five.wav
six.wav
seven.wav
eight.wav
nine.wav
3. Delete the ringback_us.wav file in the us\en\l16 folder
4. Rename ringback_it.wav as ringback_us.wav
wi01038626 PVI Checker errors and inconsistencies

In addition, when attempting to install AMS 7.5 on a Windows system with the firewall
enabled and AACC firewall policy applied, the following error may be reported in the PVI
Checker output:
<Item Name="TCP Ports" Status="FAIL" Value="Closed on Firewall: Port 7410.
Closed on Firewall: Port 7411. " Notes="TCP Ports 3306, 3389, 4001, 4004, 4005, 4020, 5060,
7080, 7090, 7410, 7411, 19999, 27000, 52005, 52007, 55334 should be opened on all network
connections, please, check Windows Firewall and IP Filter settings" />
This is due to invalid configuration of some ports in the PVI Checker, which no longer need to
be exposed (and are not exposed by the AACC firewall policy).
Workaround: Disable the Windows firewall, re-attempt the AMS installation and then re-
enable the firewall.

Linux Issue with Broadcom NIC driver

During traffic testing, an issue was experienced where the NIC interface on the AMS Linux
server became unresponsive. The issue was only seen on systems with the following version of
Broadcom bnx2 NIC card driver: Version 1.9.3
To check the version of NIC driver on the Linux Server:
Run the command ethtool –i eth0
The version information for the Broadcom driver with the issue is:
driver: bnx2
version: 1.9.3
firmware-version: 5.2.3 NCSI 2.0.11
To update the driver install the latest Redhat Linux updates and run the ethtool –i eth0 command
to verify that the NIC driver has been upgraded.
Contact Center Manager Server

In a HA environment, for calls that are up before switchover, post switchover INFO messages
related to this call are being sent on the local IP to AMS. In order to avoid any problems with
these calls, the user must add Managed IP, Active IP and Standby IP as trusted nodes on the
AMS as per documentation.
Migration from NES 6.0 system

Migration from a NES CC6.0 system using the Avaya migration tool does not support the
migration of Nordic characters. Please contact Avaya support if you have this character set.
Migration from NES 7.1 system
wi01007650 SIP CS1K - AACC6.2 - SP6 - CCMM services do not start after
reboot server on system migration DB from NES 7.1 Express
When migrating or upgrading to AACC 6.2, do not restore the "ADMIN" database.
Restoring ADMIN will overwrite the AACC 6.2 administrative data and could cause issues
with installed application services e.g. CCMM service don't start after migration from NES 7.1
Express to AACC 6.2
Exchanging UUI data in AACC
wi01060115 AACC 6.2 (SP6) - Incorrect user data after call is transferred out to EP
When exchanging UUI data in AACC the data must be hex encoded before being sent and
adhere to the following ASAI format:
 Protocol Descriptor + (Application Identifier + Data length + Data) + encoding suffix
o Protocol Descriptor can be "00" or "04"
o Application Identifier for ASAI data is "C8"

oApplication Identifier is followed by data length e.g. “08” in example below

oData length is followed by Hex encoded data e.g. “5465737431323334” example
below
 Received data will be “00C8085465737431323334<+UCID if enabled via
CM>;encoding=hex”
 Example: “Test1234” would be encoded as “00C8085465737431323334;encoding=hex”
Other Known Issues

wi01138953 SP11 - SIP HA - Can not start services on Active server after remove SP11 Post
GA Patch
Very intermittently on removal of the SP11 POST GA Patches it was seen that services would not start
on the Active Server.
Workaround:
- Open HA utility
- Ensure that HA settings are correct
- Re-apply the settings by clicking OK.
This should be done on both Active and Standby servers.
As a result the cluster-config.xml file will be rewritten correcting the issue
wi01093311 SIP HA Voice Only-CCMS-Agent RTD shows busy while agent is on CDN call
1. Have SIP HA Voice Only system + ADTT
2. Login agent on ADTT and make him Ready
3. Agent accepts CDN call.
4. Make an auto switchover by killing service which occurs switchover (ex: TFE service)
5. After switchover completed > backup database on new active and restore database on new standby.
6. Make an auto switchover by killing NITSM by services.msc
7. Monitor the Agent RTD.
Expected results: At the step 6, Agent RTD shows active with skillset name
Actual results: Agent RTD shows Busy or Not Ready.

Note: I refreshed RTD but it does not update new status. The issue only happened on SIP HA Voice
Only but not AML and SIP non-HA.
wi01089858 AML 6.3 RB 536 CCMS – ACW- With MPC on, the iSkillsetStat report is not pegged
the PCP time for MM contacts if user ends ACW by logout
1. Agent accepts a Email
2. Agent releases email, waiting for the breaking time out.
3. Make CDN call to agent.
4. Agent rejects CDN call.
5. Agent goes to Not Ready (Agent enters to ACW. Note the time).
6. Agent logouts.
7. Waiting for the next interval, launch report from RCW iSkillsetStat and Contact Summary report.
8. Compare PCP field from these reports

Expected result: The PCP field from all reports is the same.
Actual result: The PCP time on iSkillsetStat table is not pegged data while all remain reports are pegged data
correctly
Note:
1. This issue is happening on Fax, Email, SMS, WC
2. This issue is not happening on Voice, Voice mail and Outbound.
wi01077387 CCMS_RTD_MPC on- Agent is stuck in Break status when handling a DN Call
and makes a transfer consult WC to another agent
1. Agent Login ID: 3442
2. WC Contact ID: 54
3. DN number used to call: 3440
4. DN call ID: 37496593
5. WC skill set: WC_SP10
6. Time Stamp: 12:52 am
Problem:
1. Create a CPC name present1 with Break time is 20s.
2. Assign CPC present1 to agent1.
3. Create a multiplicity class name Multi1 that does not check on 3 options “Agent will remain on
Ready state…..”
4. Assign Multi1 to agent1.
5. Login agent1 on AAAD.
6. Make a DN Call to agent1 and agent1 accepts that call on AAAD.
7. While Agent1 is handling the DN Call voice contact, make a WC contact and send to agent1.
8. Agent1 accepts that WC contact.
9. Agent1 makes a consult WC to another agent and completes transfer that WC contact.
10. Launch Agent RTD.
11. Verify the temp row of agent1 on Agent RTD.
12. Wait for 40s or more, verify the temp row of agent1 on Agent RTD.
Expected Result:
1. At step 11: The temp row of agent1 will display Break in In Contact Status Column.
2. At step 12: The temp row of agent1 will display Idle in In Contact Status column.
Actual Result:
1. At step 11: The temp row of agent1 displays Break in In Contact Status column.
2. At step 12: The temp row of agent1 still displays Break in In Contact Status column.
More information:
1. If agent1 release the DN call, all both row of Agent1 in Agent RTD will display Idle.
2. The issue happens on SIP and AML systems
3. It does not happen if un-checking 3 options “Agent will remain on Ready state…”
4. The issue does not happen on SP9

wi01082555 6.3-AML- RTD shows the real agent row in break state while temp agent row in
Not ready state
1. Go to Multiplicity Presentation Class
2. Create a MPC with 3 interruptible options are unchecked
3. Log in blended Agent Ready on AAAD with above MPC
4. From client, send a web chat to agent
5. Agent accepts the Webcomms contact
6. Change agent to Ready
7. Release the Webcomms contact
8. Look at RTD
Expected result: At step 8: RTD shows the real agent row and the temp agent row in break state
Actual result: At step 8:RTD shows the real agent row in break state while temp agent row in Not
ready state
wi01088868 AACC 6.3 SP10 - TCU - Should disable the Enable button of some traces which
have no log
1. Open trace control utility
2. Input password __avaya to enable the trace configuration
3. Go to CCMM tab, select Dashboard
4. Check the enable button
Expected result: At step 4: The "enable" button should be disabled as has no log for Dashboad
Actual result: At step 4: The "enable" button is still enable (refer to issue2)
Some traces that should be disabled the "enable" button: Dashboard, LDAP, WCM
wi01089858 AML 6.3 RB 536 CCMS – ACW- With MPC on, the iSkillsetStat report is not
pegged the PCP time for MM contacts if user ends ACW by logout.
1. Agent accepts an Email
2. Agent releases email, waiting for the breaking time out.
3. Make CDN call to agent.
4. Agent rejects CDN call.
5. Agent goes to Not Ready (Agent enters to ACW. Note the time).
6. Agent logouts.
7. Waiting for the next interval, launch report from RCW iSkillsetStat and Contact Summary report.
8. Compare PCP field from these reports
Expected result: The PCP field from all reports is the same.
Actual result: The PCP time on iSkillsetStat table is not pegged data while all remain reports are
pegged data correctly
Note:
1. This issue is happening on Fax, Email, SMS, WC
2. This issue is not happening on Voice, Voice mail and Outbound.

wi01082595 AML HA - RTD shows Idle agents to be Not Ready post switchover.
1. AML HA system
2. Login blended agent. RTD shows him as Idle (agent has to login via Ref or AAAD)
4. Perform an auto switchover by killing NCCT OI service on Active
4. Switchover is completed
5. RTD displays agents as Not Ready.
SDMCA stuck starting

On a SIP based system, a rare race condition can occur when the communication to WebLM is slow.
The race condition can result is SDMCA stuck starting as it waits for NDLOAM which is stopped.
Workaround: Launch SCMU and click Start CCMS.
First system start-up post install, TFE stuck in starting

After the first start-up following an installation, TFE can be seen stuck in a starting state. This
is caused by a script activation failure. This can happen if the licensing is not correct at the
time of the first start-up of the server.
Workaround: Launch OD and activate all scripts. Multimedia Script first, followed by all
other scripts and Master script last
wi01050669 AAAD logs in to DeskPhone Mode even when Hardphone(SIP) is not logged in
AAAD allows user to Login to Deskphone mode even when there is no SIP Endpoint logged in.
AES does not know if the SIP Endpoint is logged in and therefore SGM does not know – so login is
allowed to continue. This is not an issue with H.323 stations.
Workaround: Ensure phone set is logged in.
Possible AACC Backup error when Backup operation completes

Possible error message displayed at completion of an AACC backup:
Error displayed at the end of a backup operation and the following is logged to the \Common
Components\CC_DBMaintenance.log file:
ERROR #5001: could not move directory 'O:\Backups\ccms_conf\data\Backup.log' to:
'O:\Backups\BACKUP_1\CCMS_CONF\DATA'. The folder may be in use by another application.
Close explorer windows and try again.
Workaround: Ensure there are no open File Explorer sessions to the backup folder and that the
location is not in use OR if the issue persists, backup to an empty folder location.

wi01088835 SP10 – CCMS SGM – CLID of CC agent is updated T3683 when Elite
agent receives VDN call from customer and Elite agent makes a transfer
DN to CC agent
1. Remote customer makes a VDN call to Elite agent
2. Elite agent answers then makes a blind transfer to DN of CC agent
3. CC agent answers call
The CLID is displayed on AAAD of CC agent as T3683#`
wi01035935 AACC6.3_CCMA Can create many agents with the number is higher than
Configured value of Agent positions.
The AACC performs number of agent validation against Configured Agent IDs value not against
Agent positions value, which is under CCMA – Configuration – Historical reporting
If you are getting “Limit exceeded” error during agent creation please check that you have set
Configured Agent IDs appropriately
This validation was updated in SP9 to fix wi01045266 (AACC6.2 OAM: No checks performed on
configured agents). Users moving from pre SP9 systems to SP11 may now encounter the error
mentioned above, if they have inadvertently exceeded the Configured Agent IDs value.
wi01131054 The Not Ready field is not correct with Break Time equal 0 in the iSkillsetStat,
iAgentBySkillset table.
Have a Multiplicity Presentation Class with 3 interruptible options unchecked.
1. Log in a blended Agent Ready on AAAD with the above MPC

2. Make a CDN call to the agent
3. Agent accepts the CDN call (Agent is changed to NotReady status automatically)
4. Agent releases the call (Agent is in Idle immediately because the break time is 0)
5. Agent sets NotReady
6. Agent sets Ready
7. Wait for the next interval, launch iSkillsetStat, iAgentBySkillset report (These reports are
imported from RCW with the NotReady field added into report. This field (NotReady) is not showed
on the HR Report Template)
Expected Result: NotReady time from steps 5-6 is reflected in both tables.
Actual Result: NotReady time from steps 5-6 is not presented in tables. This time is shown as Idle.
wi01107848 AACC6.3 SP10 using close to 16GB while under max traffic in GAL HCLab on
CoRes system
At very large active agent numbers, the RAM consumption can approach the physical limit of the
server. Therefore, 32 GB is recommended for configurations where the number of active agents is
4000 or greater.
License Manager

After a full un-install of Corporate License setup, CCMM LM starts up as Nodal

After the reboot following a full un-install of Corporate License setup, CCMM LM starts up as Nodal
license.
Workaround: Run the Server Configuration utility after the patches have been re-installed.
Standby CCMM did not get the MMP license on switchover

CCMM does not check its license state until cache is up and running, but the problem is that the LM
client is getting initialized beforehand (when the CCMM LM Service starts).
This is ok most of the time, as it initializes and connects to a running LM, but in this co-res campus
standby scenario it points to a bogus LM so it looks for the grace license and can’t get it from the db.
The licensing component does not recover from the first failure to connect to the db.
Workaround: A CCMM restart will bring everything up.
wi01104823 HA - SDMCA gets stuck in starting state after License change to add Networking
feature and performing switchover without rebooting Standby first
Description: When users enable Networking on the Active server, this change will be synchronized
automatically to the Standby server. But there is a mismatch between the Active & Standby about
enabling NDLOAM service. It's enabled on the Active, but not on the Standby. SDMCA will get stuck
due to NDLOAM disabled on the Standby if switchover is initiated.
To prevent this issue, after the Active Server has been rebooted you must also reboot the Standby
server for it to pick up the updated information correctly.
Networking versus non-Networking license features in WebLM

When using a WebLM licensing mechanism, If the networking feature/license is defined, License
Manager will only make available agent licenses of type "NET" (networking) and not of type "LOC"
(local) for consumption by other AACC components i.e. it will not be possible to unselect the
"Networking" package in Server Configuration and expect the previously created “NET” agent
licenses to work likewise.
Workaround: Produce a non-Networking WebLM license file when non-Networking operations are
required.
Contact Center Manager Administration
wi00823354 Error on realtime dashboard when downloading .Net framework 3.5 SP1 to
client
The following error may appear when installing the .Net framework or .Net Framework SP1
on a client PC stating that “An error occurred while downloading a required file. You may
retry downloading the file or cancel setup”. If the file being downloaded is aspnet.msp, please
refer to the troubleshooting guide for a resolution.

AD-LDS errors appear during install but installation completes and reports success
In circumstances where a server which was on a domain has been restored from a virtual image or a
ghost image, AD-LDS may fail to install correctly during the CCMA install. Several popup errors
will appear during the install, but the CCMA install will continue and report success.
The errors are as a result of broken trust between the server and the domain due to the fact that it
was restored from an image. The machine needs to be removed from the domain then re-added
before installing the CCMA software.


CCMA pages fail to load on some client machines but work ok on the
server
Certain CCMA pages appear to freeze while loading on some client PC’s while the same pages
work correctly when loaded on the CCMA server. This issue can be caused as a result of
configuration settings on the network interface card, in particular certain Broadcom Gigabit
Ethernet cards. This is a documented problem at the operating system and a workaround is
available from Microsoft. http://support.microsoft.com/kb/951037
wi00822957Update OpenInterfaces Web Services and SCE Web Services to support

https/SSL
The CCMA WCF Web Services need to be updated to support HTTPS/SSL.
WCF web services are limited in relation to SSL/nonSSL support. A single web.config cannot
support both (This is a Microsoft limitation). CCMA has 2 WCF web services - SCE and Open
Interfaces and it installs only the nonSSL versions by default. Therefore SCE/Open Interfaces
fail if SSL is enabled.
In order to work around this limitation and allow SCE and Open Interfaces to work with SSL,
you must do the following procedure:
1. Open a command prompt (DOS window)
2. Navigate to \avaya\contact center\Manager administration\server
3. Run wcApplyChanges –i
Note: if you ever need to revert back to a nonSSL setup, you will need to re-run the steps
performed above.
Migrating data between 6.x releases

In the case where data from an earlier 6.x service pack is being migrated to a 6.2 CCMA
server, the following command should be run to update the database: <installdrive>:\
Avaya\Contact Center \ Manager Administration\Apps\Sysops\RunCCMADataMigration.exe
HROnly
Unable to restore CCMA backup from server with multiple drives to a

server that only has a single disk
The CCMA restore utility does not allow the user to restore a CCMA backup taken from a
server that has more than one disk drive (e.g. C:\ and D:\). A similar hardware configuration is
required on the new server in order to support this restore.
wi01044847 CCMA Server Rename Procedure does not change server name in Crystal
RAS
The Crystal Reports Server Embedded 2008 installation sets the current server host name in an
XML configuration file. CCMA does not change or offer step to change this entry as part of
the CCMA server name change.
Workaround:

Use the following steps to edit the clientSDKOptions.xml file

Open File Explorer and navigate to C:\Program Files (x86)\Business Objects\BusinessObjects
Enterprise 12.0\win32_x86
Right click on the clientSDKOptions.xml file and select Edit or Open in Notepad
Locate the text “<Server>hostname:1566</Server>”, where hostname is the current or
previous server name
Change hostname to localhost, new text should be “<Server>localhost:1566</Server>”
wi00785816 Agent Map only shows a single block for agents in a multiplicity
environment
Agent Map does not currently support reporting multiple contacts. It will correctly report on
the primary contact (i.e. the equivalent of the agent’s collapsed row in a Standard Agent
tabular display)
wi01050175 Downgrading a CCMA from AACC 6.3 to AACC 6.2 SP7 results in
increased CPU usage
After downgrading a CCMA server from AACC 6.3 to AACC 6.2 SP7 the CCMA LM service
consumes the full resources of one CPU (e.g. 25% CPU usage on a quad processor server).
There is an SP7 patch available from Avaya Support to resolve this issue.
wi01058428 Internet Explorer 8 terminates intermittently when downloading updated

ActiveX controls
The first time that Internet Explorer accesses CCMA after an upgrade it will download the
updated ActiveX controls. In some cases IE may terminate immediately after the download.
Restarting the browser fixes the problem and it will work correctly thereafter.
wi01074996 “DNS” shouldn't be listed in the “Domain Details” section of agent details
page when associating a user account
There is a text field on the agent details page named “Server IP (or DNS) which is required
when mapping an agent to a windows user. This field should contain the fully qualified name
or IP address of the domain controller.
wi01058419 Unable to download agent information from the SCT tool

wi01130782 SCT User Data Download fail with SP8 and SP10
wi01068522 The Domain and DomainUserName are added to the agent automatically
when downloading from SCT
The number of agent to skillset assignments that you can download/upload from the

Configuration Tool spreadsheets is restricted due to the Microsoft Excel 2003 limit of 256
columns per worksheet. Not all of the 256 columns are available for skillset data, as some are
reserved for information such as First Name, Last Name, UserCapability, Login ID, Language,
PrimarySupID, Contact Types, etc. These restrictions need to be considered, so that data is not
lost during download/upload.
A further issue has been discovered related to large numbers of Agents and Skillsets, resulting
in the SCT failing to load data due to a ‘time-out’.
The following issue has been discovered with the SCT tool. On a CCMA system which has
agents that don't have corresponding CCT agents created and you use the SCT tool to
download Users information. The SCT tool automatically adds Domain and DomainUserName
information for those agents without corresponding CCT agents, when it shouldn't. The
Domain and DomainUserName information can also be incorrect, as the variables are not
being reset for each agent. This can result in duplicate Domain and DomainUserName
information being displayed for multiple agents.
Solution:
In order to resolve the issues mentioned above, a file drop has been provided. The new files are
based on Excel 2007 which removes the limit of 256 columns of data per spreadsheet.
Therefore SCT can download/upload more than 256 contact types and Skillsets correctly. The
following files are attached to ClearQuest wi01130782:
 m1_sct.exe (M1 Spreadsheet 6.3 SP10)

 sip_sct.exe (SIP Spreadsheet 6.3 SP10)
 ncc_sct.exe (NCC Spreadsheet 6.3 SP10)
 sct_templates.exe (All Spreadsheets 6.3 SP10)
wi01079087 CCMA unclear message cannot add users greater than Configured value
for “Configured Agent IDs” in Historical statistics

If the user attempts to add an agent when the maximum value for "Configured Agent IDs" or
“Agent Positions” has been reached, a generic error message is returned. For example if the
value for "Configured Agent IDs" in the Historical Statistics page is set to 900. Once this limit
is reached, if the user then tries to create agent 901, the error message will be displayed. The
same behavior is also true for the “Agent Positions” field. The user needs to increase the value
of the "Configured Agent IDs" and “Agent Positions” in the Historical Statistics page, but this
is not evident from the error message (see screenshots below).
The error message is as follows:

Error: Unable to save the users details.-2147220475:The number of items you are adding
exceeds the currently configured maximum value. Increase the configured value on the
Parameters page of the Historical Statistics Configuration window, and then try again.
wi01083312 Agent unable to login to AACC when they have IM contact type assigned
but do not have a Voice URI.
CCMA currently allows the IM contact type to be assigned to an agent when the agent
doesn't have a Voice URI. This agent is then not able to log into AACC as the Voice
URI is required.
CCMA needs to validate this configuration and prevent the login error from happening.

wi01074646 HR- The format of the Short Contacts Accept field is incorrect
Launch Agent Efficiency by Contact Type report. The ‘Short Contacts Accepted’ field is
displayed as a number with two decimal places, while it should be displayed without decimal
places
wi01075211 Scripting- Error cannot retrieve Script variable list

If you create a new user with full data assigned to user partition and read only right for script
variable and read and update right for Application Thresholds
If you Open Application Thresholds and try to modify some statistic of threshold class, you
will receive an error and script variable list doesn’t show.
Note: The error doesn’t occur if user opens script variable before opening application
threshold.
wi01076537 CCM – The error message is not correct when the limit of 150 skillsets are
assigned to an agent
When you try to assign more than 150 skillsets to an agent, you receive a generic error
message:
“Error: Unable to save the users skillsets.-2147220443:An unexpected error occurred in the
Client. Please contact your Technical Support Prime if the problem persists. [-
2147220443]:IceUsers.Users. “
The error should read something like this:

“Error: -2147220443: The maximum number of skillsets that can be assigned to this agent is
150, and it has been reached. To assign this skillset, please remove any unused skillsets from
this agent, and then try again. [1061]:IceUsers.Users.1”
wi01089564 Multimedia - full stop issue – Functional

This is purely a cosmetic issue on a Russian Localised system where there is an extra full stop
on the Multimedia page.
wi01117618 APM SP11 Skillsets with special characters from NES 7 could not be
searched on APM
On NES7 there are some skillset names with special characters like: ß1, oan3&_SK:land, oan3
& _SK:land,… then migrated to AACC 6.3 SP11. The skillsets are able to view correctly in
Configuration -> Skillsets but they cannot be viewed at APM (Access and Partition
Management) by searching agents by Skillsets. The list of skillsets is empty and you cannot

search skillsets. CCMA 6.3 SP11 does not allow inputting those special characters. You need
to manually delete those special characters at CCMA configuration when migrating NES7 to
AACC 6.3 SP11.
wi01152669 EventSource in registry and Trap Translator tool is not correct

This MR is opened for Sysops team. Sysops team will fix it in next release.
wi00795012 CCT8 a blank address appears after launching CCT WebAdmin

After launching the CCT WebAdmin using IE8, the browser flags a dialog asking to add a
blank URL http:// even if the CCT server address has been added as a trusted site.
Workaround: Click the cancel button to continue or selection the option to not present the
dialog in future and continue.
wi01031511 Restarting AMS services causes CCT Service to restart

In an AACC SIP installation with a Windows AMS co-res; when Element Manager is being
used to shutdown or re-start AMD; the CCT Server restarts.
Workaround: Navigate to D:\Avaya\MAS\Multimedia_Applications\MAS\bin\ locate the file

PerfCounterAgent.dll. Rename the extension of this file from .dll to .dll_backup. Shutdown
and restart the machine. This will disable all AMS performance counters on the machine.
wi01075843 AACC6.2_AML_SP9_CS1K7.65P RefClient is hold automatically after

complete 4 parties with CDN call
1. Agent 1 makes call CDN call to Agent 2 by RefClient
2. Agent 2 answers the call
3. Agent 1 makes a conference call to Agent 3 and completes conference
4. Agent 1 makes a conference call to Agent 4 and completes the conference on RefClient,
but the info on contact is showed held in RefClient of Agent 1
Workaround: There is no workaround for this issue, a “ConferenceComplete” event is not

being sent by the CS 1k. A CS 1k WI01074653 has been raised.
wi00953017 AACC 6.3_SIP RnR_Some CCT services could not start after the system
switchover automatically
CCT WebAdmin throws exception when an attempt is made to view a list of resources.
Below is an example which may be see when listing users:

java.util.MissingResourceException: Can't find resource for bundle

java.util.PropertyResourceBundle, key fetchPage() Dal Exception, Error Message:

com.nortel.cct.dal.ws.CCTDALWSGetPageOfUsersDALFaultFaultMessage: ERROR [42S02]
[Cache ODBC][State : S0002][Native Code 30]
[D:\Avaya\Contact Center\CCT\NCCTDALS.exe]
Here is the corresponding error in CCT_DAL logs:

2012-12-20 14:16:56.850 CCTDAL 5-6912 0 Major None
Error CCTDB Throwing CCTDBException(DatabaseError): ERROR [42S02] [Cache
ODBC][State : S0002][Native Code 30]
[D:\Avaya\Contact Center\CCT\NCCTDALS.exe]
[SQLCODE: <-30>:<Table or View not found>]
[Location: <Prepare>]
[%msg: < Table 'DBO.PAGING_NCCTCUSER' not found>]
Workaround
1. Uninstall AvayaAura_CCT_6.3.209.1 patch.
2. Please contact support. Support will run scripts to completely remove the temporary
tables.
3. Reinstall AvayaAura_CCT_6.3.209.1 patch.
Test CCT WebAdmin to ensure it is now fully functional.
wi01076018 Failure to execute Third Party Software Upgrade Utility after Service
Pack 10 Installation
Avaya Aura® Contact Center 6.3 Service Pack 11 requires a Third Party software upgrade to
support Java dependent product components.
A utility has been designed to aid in the deployment of new Third Party software called the Third
Party Software Upgrade Utility.
This utility will upgrade the Java Runtime Environments from JRE 1.6.0 Update 17 (32 bit) and
JRE 1.6.0 Update 21 (64 bit) to JRE 1.6.0 Update 37 (both 32 and 64 bit).
The NCCT OI Service requires JRE 1.6.0 Update 37 (32 bit) to function. If the Third Party
Software Upgrade Utility has not been run, this version of JRE will not be present on the system.
To fix, the user must run the Third Party Software Upgrade Utility and upgrade their Third Party
software.
wi01075419 [SP10] SIP CS1K RnR-CCT-The line is disappeared after making auto
switchover by killing NCCT OI service
1. Have CCT SA RnR system installed and configured
2. Login the same agent on both RefClient and AAAD
3. Agent accepts a CDN call
4. Make an auto switchover by killing the NCCT OI Service

5. Drop CDN call on Phone set/IP soft phone
When the RefClient is logged in the status of the Agent is Ready. No lines are displayed on the
RefClient.
Workaround: Stop/Restart CCT services by HA GUI.
wi01074924 CCT IAgent.Supervisor call fails to return the super ID

1. Launch the CCT RefClient with an agent mapped that is assigned to a Supervisor on CCMA
2. When the RefClient has connected to the CCT server click on the View - Agent Details menu
item to display the agent details page.
3. Observe the Supervisor field.
4. The Supervisor field displays as <none>
This issue does not happen if the Agent is mapped to a AgentSupervisor.
Workaround: There is no workaround in AACC 6.3; this issue is fixed in AACC 6.4.
wi01093577 I18N_ CCT console- Cannot open user information and there is an error
message on CCT Console when open a CCT user that has username in
extended character
1. Create a windows user that has extended characters as part of their username
2. Launch and login CCMA
3. Go to CCM page > Create an Contact Center Agent that is associated with the Windows user
4. Go to Configuration page > Select the CCT server > Launch CCT admin.
5. On CCT admin> Click on User > Double click on the Contact Center Agent.
6. The information of this user cannot be displayed and CCT admin
Workaround: This issue only affects the display of the Agent details in the CCT WebAdmin; the
functionality of the Agent is not affected. A restart of the AACC machine will address this issue.
wi01102189 Cannot complete conference if the AG is not ended at the agent who receives
that conference call
1. Login Agent1 and Agent2 using RefClient
2. All Agents are configured Agent Greeting
3. Agent1 accepts a CDN which is called from customer
4. After that, Agent1 initiates a conference to Agent2 by CDN number
5. Agent2 answers the call
6. Agent Greeting is playing
7. Agent1 tries to complete conference
CS 1k MPLRs and CCT code re-work to accommodate the changes in AML messaging are
require to address this issue. The fix for this issue will be delivered as part of AACC 6.4.
Agents can remain out of service after partial CCT restart

In the event of recycling or termination of the CCT Service "NCCT TAPI Connector

Service" the auto-recovery of CCT may fail and CCT clients may remain out of service
due to a known issue.
In the event of multiple CCT clients remaining out of service and you are satisfied that
the switch is operational then it is recommended to do a complete restart of CCT by:
1. Open the "System Control and Monitor Utility"
2. Go to "CCT" tab
3. Click "Shut down CCT" button.
4. When enabled click "Start CCT"
Default CCT DAL WS port 9000 used by CCT Web Administration conflicts
with third party applications.
The default TCP port (9000) of CCT DAL WS can conflict with third party applications. The
following critical exception may be seen in CCT_DALWS.log:
Failed to open the CCT DAL Web Service. CAUSE:
System.ServiceModel.AddressAlreadyInUseException: HTTP could not register URL
http://+:9000/ because TCP port 9000 is being used by another application. --->
System.Net.HttpListenerException: The process cannot access the file because it is being used by
another process
Currently there is no opportunity to configure this port (planning to introduce support in 6.4),
therefore no third party application should use this port.
Port 9000 used by:

 CCT SMON
 CCT Web Administration
AML agent state reported incorrectly

If an AML agent attempts to logout of AACC while on a Posn ID call, CCT will display the agent
as “Logged Out” while the CS 1k reports the agent as in a Pending Logged Out until the Posn ID
call drops at which stage the agent gets logged out automatically.
The Pending Logged Out stage can be cancelled by an agent by clearing the Make Set Busy
request. After this step CCT is out of synch with the CS 1k. To resolve this issue the Agent must
manually logout of the phone set and log back in via the CCT client.
CCT-IVR
CCT-IVR with MPS3.5 and MPS4.1 has been tested and verified with AACC Service Pack 11.
For MPS3.5 there is no license change. For MPS 4.1 the license string for version would need to
be 4.1 for tls, cshdxls, csrsmls, and cstapils. The installation of CCT IVR must be done on a
standalone server and cannot be installed co-resident with an Avaya Aura Contact Center server.
wi01163351 Event Sources listed in customer doc not available in Windows Event To
Trap Translator tool
Some event sources listed in NN44400-713_04.02_Event_Codes_May_2013.xlsx are not
available to configure in the Windows Event To Trap Translator tool (evntwin.exe).

Contact Centre Multimedia
Multimedia Only Install

In a multimedia only install, the outbound contact is still visible and can be assigned to an agent.
This will cause an issue on login as Outbound license is not available on Multimedia only install.
Do not assign the Outbound contact type to agents on a multimedia only install.
WI00783464 CCMM8: Agent browser incorrect after uninstall of .NET 3.5

After uninstalling the Microsoft .NET 3.5 framework on an Agent desktop. Launching Agent
Desktop does not detect that .NET 3.5 isn’t on the client. This is due to Internet Explorer passing
incorrect information about its environment to CCMM server. This is a core Microsoft issue.
WI00784615 AAAD performance in a high latency network

Running AAAD over a network with high latency will adversely impact its performance. AAAD
should run over a network with sufficient speed and bandwidth. Minimum requirements for the
network will be specified in the P&E guide.
Dialed Number is showing blank for most of the CampaignCallByCallDetails

report.
Support for the Dialed Number in the Campaign CallByCallDetails report is not available in
AACC 6.3.
WI00793563 CCMM: MCMC Service restarting after service shutdown on SIP/CoRes

Systems
The MCMC service restarts intermittently after getting shutdown. This is due to the service
recovery settings in Windows Service Control. By default these are set to restart the service after
1 minute if it terminates. On shutting down the MCMC service there is an intermittent issue
where the service terminates instead of shutting down cleanly hence the service is restarted by
service recovery.
Workaround(to get MCMC service to remain shutdown):
Switch off the failure recovery in Windows Service manager using the following steps:
1. Launch Start->Run
2. Enter “services.msc” and enter
3. Select the service “CCMM Multimedia Contact Manager”, Right click and select
properties.
4. Select the “Recovery” tab.
5. Change the settings under First, Second and Subsequent failures from “Restart the
Service” to “Take no Action”
Note: Setting should be changed back to “Restart the Service” when system operational.
wi00932192 AACC services not starting after patching a full Multimedia cores system
On a system where CCMM is co-resident with AACC, an important registry key may get

overwritten during patching. In order to install a new service pack, any older service pack has to
be removed, so, for a time only the base software is on the machine. If the base CCMM services
start, the LSHost registry key can be updated to an incorrect value for the co-resident system,
causing start-up problems for the AACC after patching is complete.
Workaround: After installing the new service pack, run Server Config to fix the LSHost registry
key.
wi00891414 Mail Attachments do not backup when path/filename exceeds 255 characters
Note: A fix for this issue was delivered in SP6 to prevent new attachments exceeding 255
characters. However, workaround information is still required for customers upgrading from
prior releases.
Mail Attachments do not get backed up if path/filename is over 255 characters. This is due to a
limitation of NTFS. The following error will be reported in logs when attempting a backup
ERROR #5001: xcopy - Initialization error (not enough memory or disk space, invalid drive, or
syntax error)
This error does not indicate a failure of the database backup rather a failure to backup the
attachment folders.
Workaround: Copy the attachment files directly out of the subfolder to the location you require
the files stored.
wi00992664 AAAD doesn't display status of agent on Web Comm. when customer is
typing message from Firefox Browser.
In Webcomms SDK customer user typing notification is disabled in Firefox because of
Firefox’s inability to handle user-typing updates without losing displayed characters.
If desired functionality is required recommend customers use IE or Chrome
wi01011000 SIP CS1K - AACC6.2 SP6 – IM - Presence tab is disappeared on login page
of Agent after upgrading from an older SP
When upgrading your CCMM server from an older SP to AACC 6.3, you first must remove
the old SP software. This action will remove the settings on your CCMM Administrator that
were newly introduced in the AACC 6.1/6.2. These settings should be recorded before this
process is started and will need to be manually reset in the CCMM Administration tool after
the upgrade to 6.3 is finished.
wi01029680 AACC 6.2 SP6 - Default welcome message overwritten during SP uninstall
The Default Welcome Message for webchat is overwritten by the default Avaya message after
SP install. The message is updated by the base install after one SP is removed and before next
SP is installed.
Note: this issue does not occur for Welcome Messages configured per skillset. Issue is specific
to the Default Welcome Message when no Welcome Message is configured for a skillset.

Workaround: After the SP install update the default welcome message to the desired text.
wi00851137 CCMM overwriting licensing LSHost & Type values

Upgrading from one CCMM patch level to another may cause LM registry key to be
incorrectly updated. The LSHost & Type keys located at
HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Nortel\LM may be overwritten.
This means CCMS services do not start after the CCMM patch has been installed
Workaround: To stop this issue occurring, once the CCMM patches have been applied, if
CCMS ServerConfig is run, it will set the LS_Hosts registry key to the correct value.
wi01056755 Essential_6_3_AAAD_Voice call history function does not work on

Essential system
On Essential system, administrator configures Display Voice contact function on Web Admin
CCMM to display voice contact history on AAAD. When customer makes a CDN call and agent
receives it on AAAD, agent opens History tab on Customer Detail page of AAAD, but the voice
contact history detail does not display
Workaround: If MM license is available, Voice call history will work.
wi01048027 AAAD uses ctrl-home macro in email handling operation.

AAAD uses ctrl-home macro when it is handling emails. If 3rd party applications are deployed on
the same PC as AAAD, agents should not be using the ctrl-home macro to access this application
as this short cut could be invoked inadvertently using AAAD.
Workaround: Use different macros instead of ctrl-home.
wi00836601 DN to CDN conference, call representation on AAAD is lost after conf

complete
The following is an edge case scenario where a customer calls an Agents Phone number directly
(not via the contact centre) and then the Agent transfers the call into the Contact Centre. The
issue only occurs when the following exact steps are taken:
1. Customer calls Agent 1 DN number directly

2. Agent 1 initiates a CDN conference to Agent 2 (conferencing the customer call indirectly into
the CC)
3. Agent 2 answers the call.
4. Agent 1 completes the conference call.
5. Agent 2 releases call, leaving Agent 1 and customer on the call.
After Agent 2 drops off (step 5), the call is still physically present between physical phone sets
and Agent 1 and the customer can continue to converse with no issues. However the

representation of the disappears from agent 1’s AAAD.
No Contact Center calls will be lost as a result of this scenario, and no CC calls will be routed to
agent 1 while it remains busy on the Conference.
wi01074080 [SP10] CCMM admin- User Settings- The Save button works improperly
when user inputs invalid digits in Maximum Number of Agent Initiated
Emails field
The save button will be enabled when user inputs invalid digits in Maximum Number of
Agent Initiated Emails field in CCMM Admin.
Workaround: Do not enter and save invalid values.
wi01075228 [SP10] Elite - CCMM Admin - Should move the configuration about Work
Completion mode to CCMM Admin
There is a new feature in SP10/SP11 to allow work completion mode to be changed on a per
work item basis. Configuration of the feature has yet to be implemented in CCMM admin.
Workaround: Users who wish to enable this feature should contact their support representative.
wi01089067 WK [FR][SP10 RB536] AAAD_Hardcode of warning message is not

localized
Currently some warning messages for AAAD client connection failures are not Localized.
These will be localized in a later release.
wi01090916 [SP10] AAAD truncated the work code when Elite Agent go to follow up
mode
Currently Elite voice users may experience truncation of work-codes on AAAD during follow
up time, if the work code exceeds 20 characters.
wi01104145 Mail Service Properties file - changes are lost after upgrade of AACC from
previous Service Pack line-up to SP11.
Custom Changes to mailservice.properties file in “D:\Avaya\Contact Center\Multimedia
Server\Server Applications\EMAIL” are not maintained on Service Pack removal.
Any changes made to this file after a Service Pack install, will be lost when the Service Pack is
removed.
Workaround: To maintain the changes, please backup the file before Service Pack removal and
manually replace the file after a new Service Pack install.
wi01121387 Email Manager memory spikes when running AML multiplicity traffic

Email Manager memory may spikes intermittently under high traffic if system has a large
number of customers.
Workaround: Archive out customers from the system.
Scroll Bar does not work on an AAAD 'filtered' autocomplete list.

When an autocomplete list is presented on AAAD, the user can type a character to filter the
autocomplete list. If the resulting filtered list is greater than 16 items, there will be a scroll bar,
but the scroll bar will not work.
This is caused by a known defect in Microsoft .Net.
Workaround: The Microsoft position is that users should use the keyboard to navigate this
“autocomplete” (filtered) list i.e. arrow buttons to move, and Enter to select.
AAAD ClickOnce update fails.

Occasionally an AAAD ClickOnce update will fail if the client has had multiple updates without
a re-boot. The error displayed will be "Cannot start the application. Contact the application
vendor for assistance". Clicking on the 'Details' button will reveal the following failure message:
"The process cannot access the file because it is being used by another process"
This is a Windows issue. The problem is in the interaction between the particular PC and the
Microsoft ClickOnce publishing platform.
Workaround: Reboot the client machine to release the locked file and re-launch the clickOnce
AAAD.
wi01163875 CCMM Event Sources listed in customer doc not available in Windows
Event To Trap Translator tool
Some event sources listed in NN44400-713_04.02_Event_Codes_May_2013.xlsx are not
available to configure in the Windows Event To Trap Translator tool (evntwin.exe).
Orchestration Designer
wi00957924 Switchover handling script - updates will not apply if script edited
previously
If the Switchover Handling flow has been updated by the customer prior to installing AACC 6.3
SP, then the AACC 6.3 SP version of the flow will not be deployed during the install. The
version that was updated by the customer will continue to be in use. Customers have to manually
merge the changes to the Switchover Handling flow into the AACC 6.3 SP version supplied by
Avaya.
Procedure to Deploy the AACC 6.3 SP Switchover Handling flow:

1) Install AACC 6.3 SP

2) Open Orchestration Designer.

3) Create a new CCMA in the Local View.
4) Copy the CCMS from the Contact Center view to the Local view.
5) In the Local view, rename the Switchover Handling flow to something else.
6) Import the Switchover Handling flow. The location of the flow is dependent on the
installation of OD. The default locations are:
a. 64-bit: %ProgramFiles(x86)%\Avaya\Contact
Center\SCE\8.2.2239\Samples\Flows\SIP\Update
b. 32-bit: %ProgramFiles%\Avaya\Contact
Center\SCE\8.2.2239\Samples\Flows\SIP\Update
7) Open the flow just imported. The new areas of the flow are highlighted in the screenshot
below.
8) Copy all the custom changes to the Switchover Handling flow to the Switchover Handling
flow provided by Avaya. All the changes are expected to be located in the “Queueing” tab.
9) Right click on the CCMS and select “Synchronise”. When the Synchronisation View
appears on screen, right click on the new Switchover Handling flow and select “Update in
Contact Center”
10) To test the new Switchover Handling flow, execute a switchover followed by a switchback.
However, please be aware that this procedure can be time consuming.


Security Framework
wi01008566 Uninstall of base SFW does not remove all data, breaking the next re-install
If the security framework is uninstalled from a server and then re-installed CND does not
install correctly. The result is that SFW cannot be configured. This has been reproduced with
the SFW base install that is bundled with AACC SP5.
CND remains in Add/Remove programs after SFW has been uninstalled. It cannot be removed
from Add/Remove programs.
Workaround: The CND registry information must be manually removed from the registry after
the SFW has been removed.
- Launch Regedit
- Search for "Common Network Directory"
- Delete the registry key that contains this information.
At this point the SFW can be re-installed.
Feature Specific: Multiplicity
wi00794149 [M&I] Agent By Skillset Post Call Processing stat not working with
Multiplicity
Post Call Processing (also known as After Call Work) is the time the agent spends performing
activities relating to the contact that has just been completed. The agent signals the start of
PCP by entering the Not Ready state. When the agent is working on multiple contacts PCP is
not pegged until the last contact is released.
Workaround: No workaround currently available.
Feature Specific: High Availability
wi00895527 AACC HA: Following a Switchover and then a Switchback, Agents that
have been logged in for all this time will have incorrect RTDs until the next
call/contact
1. Agent has (for example) multiplicity, with 1 email and 1 voice.
2. Switchover
3. Follow procedure for Switchback (backup & restore etc)
4. Switchback
5. Assume agent has remained logged in, and is still working on the call and email.
6. Examine RTD for the agent
7. The voice line for the agent shows “busy” not “active”, and the skillset is not shown.
8. The MM contact(s) are summarized in one line, with ”busy”, or “idle” if no MM contacts
are active. The skillset is not shown.
9. RTD corrects automatically with next new call, new email.

This limitation applies to situations where the standby AACC is started after there has been
agent/call/contact activity on the active AACC. A switchover and switchback is a prime
example, but could also occur during commissioning.
Note that the standby AACC is not tracking every nuance of contact processing that is taking
place in the active. The key preserved elements are agent login state and ready state. Some
RTD items such as time in state will revert to zero and start counting again upon the outage of
the active AACC.
Workaround: No workaround. RTDs automatically recover, but will be incorrect until next
new call/contact. For customers that choose to perform steps 3 & 4 as out of hours
maintenance this problem will not arise, because after step 2 the agents will have logged out
and they will log in again as part of step 5.
wi00926067 AACC HA: Call Disconnects Can be Lost While AACC is Switching Over
The AACC takes between 200msec and 5 sec to complete a switchover. During this time it is
possible that a BYE may originate from the Session Manager. While the AACC HA pair is in
transition, this BYE cannot be processed or acknowledged, and it will not be resent by the SM.
Therefore, it is possible for example that when a customer goes on-hook, the customer leg of a
call will be properly cleared, but the associated agent leg will not automatically be taken down.
The agent will also have to disconnect (i.e. separately disconnect his/her leg of the session).
Workaround: Agent clicks “release” button on AAAD at the end of the conversation with the
customer.
Re-Attempting INVITEs
Note that, similar to BYE, INVITE call setup sequences could conceivably be in progress
when AACC switches over (i.e. before the call dialog is stable / established). Depending on
when the AACC switchover occurs relative to the progress the SIP dialog setup, the agent may
be set to NRdy. The agent can go Rdy again to workaround if this occurs. In SM/SMGR 6.1,
there is no specific config item to make the SM retry an INVITE when Timer B expires (i.e.
when the INVITE request times out), plans are underway to include such an option in SM 6.2.
wi00895119 AACC HA: Cannot complete in-flight consultative transfer post-switchover

A supervised transfer that is in-flight at the time of an outage of the active AACC cannot be
completed.
Workaround: Following the AACC switchover, the agent disconnects and re-calls the
transferee number, which does not affect the customer leg of the session. The transfer can then
be completed.

wi00953109 Disabling NIC on Active crashes SMMC

For an SMMC based HA system, if the NIC is disabled it can cause SMMC to crash. The
crash can result in an indeterminate state of HA system
Workaround: There is no workaround. In an SMMC based HA system, do not disable the

NIC on the active server.
wi00947429 On switchover Presenting contacts' Call Presentation timeout has not

worked correctly
Set the system to have a Return To Queue of, for example, 30 seconds (set in CCMA,
Configuration, Call Presentation Classes).
Log in an agent, set to NRdy
Send in a CDN call or webcom or email (depending on which contact type is appropriate for
the agent you are using)
Set the agent ready & once the contact is presenting/alerting, don’t answer, pull the CAT 5
cable(s) out of the active AACC, causing a switchover.
The presenting contact will not timeout after 30 sec. In general, it will remain alerting until
answered. In the case of a voice call, a separate SIP timeout will occur and the call will be
taken back and requeued.
There is no loss of customer contacts or calls, there is no loss of agent state.

The absence of Call Pres timing is only visible for the subset of contacts that happen to be
alerting on AAAC at the time of the active AACC outage.
Workaround: None. Call Pres timing operates normally for all contacts routed post-
switchover.
wi01073764 [SP10]AML-6.3-The Migration button is always disabled with the system

time zone is not on DST
To Prevent the corruption of the database and keep its consistency when doing a Database
Migration, the above work item was created.
When attempting to migrate in Database maintenance, if you have Daylight Saving Time
(DST) Turned on, the migrate will not continue as it causes severe inconsistencies to the
database thus affecting other components.
It has been observed that if you do not have the latest Hot fixes for countries DST, Database
maintenance gets inaccurate readings from your windows settings as your system is out of
date, thus allowing migrations when it shouldn’t, or blocking migrations when it should.
Workaround: Install the latest Hot fixes for DST that apply to your Timezone and system.

wi00972300 SIP HA - Post switchover with an email backlog (<4000), RTD's are
incorrect
In a very rare instance, it has been observed that after a switchover the number of contacts
reported by the RTD is not the same as reported prior to the switchover. All real contacts are
correctly routed and processed by agents.
Workaround: The root cause of the reporting discrepancy is the contact processing sub-system
can be operational before the reporting sub-system is available. There is currently no
workaround.
wi00999914 CCMA 6.2: Replication: Schema migration fails for NES6.0 to AACC6.2
upgrade. Order change required.
This issue only impacts upgrades from NES 6.0 to AACC 6.2 when CCMA replication is
configured on NES 6.0.
The upgrade procedure involves a migration from the NES 6.0 server (running Win 2003) to a
new AACC 6.2 server (running Win2008 R2) and these steps are fully documented in the
Upgrade and Patching guide.
Issues have been seen where errors are displayed during the upgrade procedure – CCMA
System Upgrade utility. These errors are the result of schema changes failing during the
upgrade and result in login errors when attempting to authenticate against CCMA. Example:
“Invalid profile ID”.
Workaround: To avoid this issue, the following upgrade/migration procedure must be

changed:
Guide: Avaya Aura®Contact Center Upgrade and Patches (NN44400-410)

Chapter: Chapter 10: Contact Center Manager Administration migration
Modifications to current procedure:
1. The step “Removing obsolete replication entries from the active CCMA server” must be
done before the NES 6.0 Backup is taken.
IMPORTANT: This step will remove replication from the NES 6.0 system. Always take a
backup of the CCMA server before making any changes in case you need to revert to a
replicating system again.
2. As the replication partners are removed prior to the migration, there is no requirement to
disable replication as part of the procedure.
More information on the “Removing obsolete replication entries from the active CCMA
server” step:
The currently documented procedure for the above step, assumes running ADSI Edit on a Win
2008 R2 server. As this step is now recommended prior to the NES 6.0 backup, the following
procedure should be used.
Remove obsolete replication entries from the primary CCMA server (NES 6.0 / Win2003)

When migrating to a new server, it is necessary to remove any old CCMA replication
references from the primary server configuration. Any new secondary servers will be re-added
during install time.
1. Run the ADSI Edit tool from: “Start, All Programs, ADAM, ADAM ADSI Edit”.
2. Create a connection by choosing “Action”, “Connect To:”
3. Choose the “Configuration” option for the “Well known naming context” option.
4. Specify “localhost” for the computer to connect to.
Note: Ensure that the correct port number is specified. The default is 389 but this is
configurable at install time and may be different on your system.
Example:
5. Expand “Configuration”, then expand “CN=Configuration container”

6. Expand CN=Sites.
7. Expand CN=Default-First-Site-Name.

8. Expand CN=Server to see a list of servers in the replication configuration set.
Identify the old (NES) Secondary servers that are no longer in use and will be replaced by a
new CCMA installation. Servers will appear in the format:
CN = <ServerName>$SymposiumWC
Note: You can confirm you are removing the correct server by checking the
“dnsHostName” field in the properties window for that server entry.
9. Under CN=Servers, on the unwanted standby CCMA server object, right-click and select
Delete.
Caution: Take care not to delete the active CCMA server entry from the list of server objects.
10. Accept the deletion confirmation dialog box.
wi01076997 AACC 6.3 SP10 HA: could not start HA system after daylight saving time
changes due to mixed dates in the journal files
When testing Daylight Savings Time (DST) changes in a Lab setting it is sometimes necessary
to move the Servers Date backwards. This is something that would not happen in the real
world and is not supported. If you do need to adjust the Date backwards, it is possible that the
Caché Database will not Start Up, this is due to the fact that there will be Journal Files on the
system with Future Dates. It is possible to recover from this situation by following these steps:

 Ensure Caché is Stopped.

 Set the Date/Time back to where you need it to be.
 Delete all the Journal Files in the X:\Avaya\Contact Center\Databases\Journal folder.
 Reboot the Server.
 Perform a Backup and Restore of the Databases.
This should also preserve the integrity of the Database in that no data will be lost, but it should
be noted that any data that contains Date/Time information could potentially have data marked
as being in the future, this would be particularly evident for the Historical Statistics for
example.
It should be stressed that this cannot happen in Live running, as Dates are never moved
backwards, even with a DST change, it is only the Time that changes.
wi01125718 AACC_IQ RTD mismatch after AACC switchover

Post completing an AACC switchover when an IQ system is being used for reporting, for a
period of time there is a mismatch of the reported data (Agent State & Route Points) in the IQ
reports. Other data is correct.
Work Around:
The system recovers itself after a period of time (aprox 45 mins). The AACC RTD’s continue
to show the correct information.
During CCMS start up, an automatic switchover or CCMS monitored services can be
restarted if service start up takes longer than configured monitor time
Systems affected: Some AML / SIP CS1k CCMS systems with large amount of task flow
scripts/applications e.g. > 300 scripts/applications.
Pre-conditions: Automatic Switchover is Enabled and Service Monitoring is ON.
Background: During CCMS services start up e.g. post reboot or manual start up of services, if
monitored services “OAM_Service, NBTSM_Service, NITSM_Service, ASM_Service,
TFE_Service, CCMS_OAM_CMF_Service, CCMS_SIP_Service, CCMS_NBMSM_Service,
or CCMS_UNE_Service” take longer than 8 minutes to start, CCMS service Service triggers an
automatic switchover
Workaround: Configure 1200 seconds for StartWaitTime under High Availability-CC

Configuration. See attached image

Note: If for any reason, monitored services takes longer than 1200 seconds (20 minutes), turn off
Service monitoring by un-checking the "Monitor" checkbox before or during the start up.
Once the CCMS services fully started, Monitoring can be turned on with default configuration or
other custom configuration.

APPENDIX C - Localisation
Avaya Aura™ Contact Center 6.3 (AACC) SP11 Localization

Ayaya Aura™ Contact Center 6.3 SP11 localization update for French, German, LA Spanish,
Simplified Chinese, Traditional Chinese, Japanese, Brazilian Portuguese, Russian, Korean and
Italian. Contact Center Manager Administration (CCMA), Avaya Aura™ Agent Desktop
(AAAD) and Outbound Campaign Management Tool (OCMT), Crystal Reports and online Help
are translated.
This service pack rolls up a number of critical fixes to issues reported by the customers and
found in Avaya labs.
Overview of AACC 6.3 I18N and L10N Products &

Components
Components that are used by Contact Center agents or by Contact Center supervisors performing
non-specialized functions are localized.
Interfaces to support administration or specialized functions (for example, creating routing
applications) are not localized.
The following table lists all AACC 6.3 products and components in relation to
Internationalization and Localization:
International Comments
AACC 6.3 Localized?
Component OS Support?
Products Yes/No
Yes/ No
CCMS All components Yes No
CCT All components Yes No
Server Utility All components Yes No
License Manager All components Yes No
Web
All components Yes n/a
Collaboration
Only Administration
Server
CCMA Yes No users work with Server
Components
Components.
Contact Center
CCMA Yes Yes
Management
Access and
CCMA Partition Yes Yes
Management

International Comments
AACC 6.3 Localized?
Component OS Support?
Products Yes/No
Yes/ No
Real-Time
CCMA Yes Yes
Reporting
Historical See section 10 for
CCMA Yes Yes
Reporting more details.
CCMA Configuration Yes Yes
Emergency
CCMA Yes Yes
Help
CCMA Outbound Yes Yes
Crystal Report
CCMA Yes Yes
Templates
NCC Crystal
CCMA Report Yes No
Templates
Agent Desktop
CCMA Yes Yes
Display
CCMA Online Help Yes Yes
The target audience of
the Localization effort
Orchestration
CCMA Yes No (call center agents and
Designer (OD)
supervisors) do not
use the OD tool.
Only administrators
Configuration
CCMA Yes No use the Configuration
Tool
Tool.
Element Login page is
CCMA Yes No
Manager localized.
Server
CCMM Yes No
Components
CCMM Administration Yes No
CCMM AAAD Client Yes Yes
AAAD online
CCMM Yes Yes
Help
CCMM OCMT Client Yes Yes
OCMT online
CCMM Yes Yes
Help
Software
Supported operating systems
For CCMA, only languages that are appropriate to the local operating system of the server can be
enabled. For example, the simplified Chinese language can be enabled on a simplified Chinese
OS, however German can NOT be enabled on a simplified Chinese OS.

The following language operating systems support Contact Center Manager Server (CCMS),
Communication Control Toolkit (CCT), Contact Center Manager Administrator (CCMA) Server,
Contact Center Multimedia (CCMM) Server, License Manager (CCLM) and Server Utility (CCSU) co-
resident:
Languages
Supported Language OS
ZH-CN FR ES DE PT-BR JA ZH-TW RU KO IT
Windows Server 2008 R2 Standard edition Y Y Y Y Y Y Y ** Y Y Y
Windows Server 2008 R2 Enterprise edition Y Y Y Y Y Y Y ** Y Y Y
Windows Server 2008 R2 Standard edition + SP1 Y Y Y Y Y Y Y ** Y Y Y
Windows Server 2008 R2 Enterprise edition + SP1 Y Y Y Y Y Y Y ** Y Y Y
** Windows 2008 R2 for Chinese Taiwan must be used.
Language specific support and configuration

NB: The local language operating system, for example French, should be a full language
operating system (installed from the language DVD/CD) rather than as an OS language patch on
top of an English operating system install, for example English Windows 2008 with Microsoft
French language patch installed.
Support of CCMA Client

The CCMA client is supported on Internet Explorer 7, 8 and 9, with the browser’s Language
Preference set to the relevant language e.g. Japanese – Japanese CCMA client is supported on
Internet Explorer 7, 8 and 9, with the browser’s Language Preference set to ja-JP
Language IE Browser Language IE Browser

Language Preference Language Preference
French fr-FR Japanese ja-JP
German de-DE Brazilian pt-BR
Portuguese
LA Spanish es-CO Russian ru-RU
Simplified zh-CN Korean ko-KR
Chinese
Traditional zh-TW Italian it-IT
Chinese
Support of CCMM Client

The CCMM client is supported on the relevant language Windows 7, Vista Client and XP clients
e.g. German – German CCMM client is supported on German Windows 7, German Vista Client
and German XP Client

Support of CCMM Server and Configuration Notes
CCMM server / Regional Options Configuration

The CCMM Server is supported when installed on the relevant language 2008 with regional
options defaulted to the relevant client e.g. French – CCMM Server installed on French 2008
with Regional Options default set to French
Enable email analyzer
Language Email Analyzer –

Change default SimpleAnalyzer to…
French FrenchAnalyzer
German GermanAnalyzer
LA Spanish AlphanumericAnalyzer
Simplified Chinese or ChineseAnalyzer
Traditional Chinese
Japanese or Korean CJKAnalyzer
Brazilian Portuguese BrazilianAnalyzer
Russian RussianAnalyzer
Italian ItalianAnalyzer
See French as an example:

An English email analyzer (AlphanumericAnalyzer) is enabled by default for keyword analysis
of English Latin-1 character sets on the CCMM server. A FrenchAnalyzer should be specified for
French.
The mailservice.properties file on the CCMM Server specifies what analyzer is used and lists all
supported analyzers in the comments.
Action needed: Update mailservice.properties file on the CCMM server to enable the email
analyzer for French
1. Stop the CCMM Email Manager service on the server

2. Navigate to D:\Avaya\Contact Center\Multimedia Server\Server Applications\EMAIL
3. Open mailservice.properties
4. Change the properties of the file from read only to write available
5. In the <box> search for the line mail.analyzer=AlphanumericAnalyzer
6. Change mail.analyzer=AlphanumericAnalyzer to mail.analyzer=FrenchAnalyzer
7. Start the CCMM Email Manager service on the server
The keyword is used correctly for routing email messages with a French string.
Wildcard use (Asian), Limitation 1 - Single Byte Routing
NB: The following wildcard limitation applies to Asian languages only
Again, using Japanese is used as an example, but all Asian languages using double byte will
apply;

To route a single byte keyword, you must save the keyword as DOUBLE byte on the server.
There is a limitation when enabling the email analyzer to Japanese (CJKAnalyser).

This is a limitation of the creator of the analyzer, Lucene.
A problem arises ONLY when using SINGLE BYTE characters in the keyword, double byte
routes successfully.
To route a single byte keyword, you must save the keyword as DOUBLE byte on the server.
There are no new files needed for this workaround.
Action: The workaround is to add DOUBLE byte keywords to route both single and double byte
successfully.
If you wish to route a single byte keyword to a skillset, you must setup the keyword in DOUBLE
byte.
For example to route the single byte keyword コプタto a skillset called EM_Test do the
following.
1) Create a DOUBLE byte keyword

 In the Multimedia Administrator, click the plus sign (+) next to Contact Center Multimedia,
click the plus sign next to E-mail Administration, and then double-click Keyword Groups.
 The Keyword Groups window appears.
 To create a new keyword group, click New.
 In the Name box, type a unique name for the keyword group (maximum 64 characters. This
NAME must be in English). E.g. “DoubleByteCoputa”
 In the Keyword box, type the word (in DOUBLE byte) you will be searching for.
E.g. “コプタ” Click Add.
The keyword is added to the list, and the keyword group is created. Click Save.
2) Create a Rule to route the keyword to a skillset

 Start the Rule Configuration Wizard.
 On the Rule Configuration Wizard – Input Criteria window, under Available Keyword
Groups, select a keyword group you want to use for this rule. E.g. “DoubleByteCoputa”
 Click the black arrow to insert the keyword group name into the selection box.
 Click Next.
 In the Rule box, type the name for your rule. E.g. “DoubleByteCoputaRule”
 In the Skillset box, select a skillset for your rule. . E.g. “EM_Test”
 Click Save.
 Click Finish. Your rule is created with the keyword group.
3) Send in an email with the SINGLE byte word コプタ.

The single byte keyword now routes successfully to the EM_Test skillset.
** Note this also applies when using wildcards in keywords.
Wildcard use (Asian), Limitation 2 - Wildcard * and ? string position
NB: The following wildcard limitation applies to Asian languages only
Wildcard ‘?’ or ‘*’ can only be used at the end of a keyword in a Japanese environment.
When using the wildcard ‘*’ or ‘?’, it can only be used at the end of a string
for example:
たば* = ok

た*た = no
Note:
To route the wildcard keyword successfully, the ‘*’ can be entered in either full-width or half
width. The ‘?’ can be entered in full-width only
Email Domain Names (Asian)
NB: The following applies to Asian languages only
Using Japanese as an example:

Internationalized Domain Names are defined by RFC 3490. They can include glyphs from East
Asian languages. The take-up on these domain names has been low to date - mostly because of
the dangers of ‘phishing’ sites (an email with a link to www.aib.ie in an email might point you to
a site that has the "i" and a "b" in the domain but some other glyph resembling an "a".
W3C have identified a means of using ‘punycode’ to implement IDNs - this basically provides an
ASCII equivalent to the domain name. Normally, the client (web browser or email client) accepts
the IDN in native characters and converts it to ‘punycode’ e.g. xn--jp-cd2fp15c@xn--fsq.com .
The receiving client will identify the sender as being a punycode’ string and resolve to the native
characters. CCMM can support IDNs by having the user enter a punycode’ email address
directly. The receiving client will be capable of rendering the native characters.
CCMM friendly display names
Display names are referred to in the CCMM Server online Help in section Creating or changing
a recipient, section 99. In the Display Name box, type the friendly name you want to appear in
the e-mail From address (for example, Customer Support). You must enter a display name for
each mailbox.
In response to the case reported above, the Internet Standard IETF RFC 1036, Section 2.1,
permits only ASCII characters in the display name.
Some email vendors, such as MS Outlook, included, invalidly permit double-byte display names
which are contrary to the Internet Standard. CCMM has always strictly adhered to the Internet
Standard and handles only ASCII characters.
Logging on to Contact Center Manager Administration

Log on to Contact Center Manager Administration to access the application and administer the
contact center.
Enabling languages
The customer can no longer decide if a language should be installed, a new CCMA Configuration
utility was added to enable a language.
The Language Settings utility is accessed from the CCMA Configuration screen.

The AACC 6.3 GA version has English only on the list. English is always enabled and cannot
be disabled. The utility shows the current server code page. English is for the current server
code page in the screenshot below.
Once Service Pack is installed, all localized languages will appear. Only languages matching the
current server code page can be enabled, others are disabled.
The utility supports multiple row selection and space bar toggling of enabled checkbox. To
quickly enable or disable all supported languages, press [Ctrl] + A, then press space bar.

Note: If server code page changes, previously enabled languages can still be changed.
User should disable the languages not supported. CCMA will only use languages if code
page matches.
Procedure steps
Note:
To launch CCMA in a local language (French for example):
 Enable French language as described in section 4.1
 From a French client PC, start Internet Explorer to connect to the CCMA server
If you wish to launch CCMA in a local language (French for example) BUT THE CLIENT
OPERATING SYSTEM IS ENGLISH,
 From an English client PC, change the browser language to French in the internet options,
using the following steps.
1. Launch Internet Explorer.

2. In Internet Explorer, click Tools ➝Internet Options. Result: The Internet Options window
appears.
3. Click Languages. Result: The Language Preferences window appears.
Verify that the language you want to use appears in the Language box. E.g. French [France]
[fr],
4. If the language does not appear in the box, then you must add it as follows:
a. Click Add. Result: The Add Language window appears.
b. From the list of languages, click the appropriate language, and then click OK.
Result: The language now appears in the Language Preferences window.
c. Proceed with the next step to move the language to the top of the box.
5. If the language you want to use appears in the box, then you must move it to the top of the list
as follows:

a. In the Language box, click the appropriate language.

b. Click Move Up until the language appears at the top of the box.
c. Click OK to close the Language Preferences window.
6. Click OK to close the Internet Options window.
7. In the Address box, type the URL of the Contact Center Manager Administration server. The
default URL is http://<server name>:81, where <server name> is the computer name of the
Contact Center Manager Administration server.
Attention: Do not type the IP address in the Address box. Using the IP address results in
problems with Scripting, Historical Reporting, Configuration, Contact Center Management,
and Access and Partition Management.
8. In the User ID box, type your user ID.
9. In the Password box, type your password.
10. Click Login.
Start Localized AAAD Client

Pre-installation steps
Information on how to start AAAD

NOTE: To start AAAD in a local language (French for example), from a French client PC, start
AAAD.
If you wish to launch AAAD in a local language (French for example) BUT THE CLIENT
OPERATING SYSTEM IS ENGLISH, change the Format, Location, Display language and
Language for non-Unicode programs, in Control Panel > Region and Language settings, to
French.
Make sure that no Agent Desktop Client is installed on the desktop and the .Net cache is clear
after uninstalling previous versions of Agent Desktop Client. See Section 8.1, "Emptying the .Net
cache on the client PC running AAAD and OCMT," for steps to clear the .Net cache. Procedures
such as uninstalling application and flushing out the .Net cache require administrator rights.
Installing the Agent Desktop Client

Install the Agent Desktop if you are launching the application for the first time or if you are
launching the application following installation of an upgrade or a patch.
Prerequisites
Ensure that the administrator has configured your Windows User ID in CCT and that you have a
valid User ID, Password, and Domain for use with Contact Center Agent Desktop.
Procedure steps
1. In Windows Explorer or Internet Explorer, enter the HTTP address (URL). The correct URL
format is http://<Contact Center Multimedia servername>/agentdesktop/LANGUAGE CODE*
Using French as an example, the URL is http://ccmmservername/agentdesktop/fr
2. Click Launch AAAD.
3. Click Install.

Starting the Agent Desktop Client

Start the Agent Desktop when you are ready to view the application.
• Ensure that you install Avaya Aura Agent Desktop.
• Ensure that the administrator configures your Windows User ID in CCT and that you have a
valid User ID, Password, and Domain for use with Contact Center Agent Desktop.
Procedure steps
1. In Windows Explorer or Internet Explorer, enter the HTTP address (URL). The correct URL
format is http://<Contact Center Multimedia servername>/agentdesktop/LANGUAGE
CODE*
Using French as an example, the URL is http://ccmmservername/agentdesktop/fr
2. Click Launch AAAD on the web page.

or
Click Windows Start, All Programs, Avaya, Avaya Aura Agent Desktop 6.0.
The Agent Desktop toolbar appears. If a CCT Connection Failure message appears, your
Windows User ID is not configured on CCT. Click Retry to enter valid User Credentials or
click Cancel to exit the application.
* Applicable LANGUAGE CODEs to be used are:
 French = fr
 German = de
 LA Spanish = es
 Simplified Chinese = zh-cn
 Traditional Chinese = zh-tw
 Japanese = ja
 Brazilian Portuguese = pt-br
 Russian = ru
 Korean = ko
 Italian = it
Start OCMT Client

Pre-installation steps
Information on how to start OCMT (Only when a language patch installed)
NOTE: To launch OCMT in a local language (French for example), from a French client PC,
launch OCMT.
If you wish to start OCMT in a local language (French for example) BUT THE CLIENT
OPERATING SYSTEM IS ENGLISH, change the Format, Location, Display language and
Language for non-Unicode programs, in Control Panel > Region and Language settings, to
French.
Make sure that no OCMT Client is installed on the desktop and the .Net cache is clear after
uninstalling previous versions of OCMT Client. See Section 8.1, "Emptying the .Net cache on

the client PC running AAAD and OCMT," for steps to clear the .Net cache. Procedures such as
uninstalling application and emptying the .Net cache require administrator rights.
Logging on to the Outbound Campaign Management Tool

Log on to the Outbound Campaign Management Tool in the Contact Center Manager
Administration application to open the application to configure, monitor and maintain an
outbound contact campaign.
Prerequisites
 Ensure that your contact center is licensed for outbound campaigns.
 Ensure that you have a Contact Center Manager Administration user name and password.
Procedure steps
1. Log on to Contact Center Manager Administration.
2. On the Launchpad, click Outbound.
3. In the left pane, select a Contact Center Multimedia server.
The translated Outbound Campaign Management Tool window appears.
Detecting Language files

If the client has previously launched English-only AAAD and OCMT applications from the
server, these files are now stored in the GAC (.Net cache) on the client PC. The .Net cache
(GAC) therefore, needs to be emptied on the client PC so the latest English and language files
can be taken from the server.
Emptying the .Net cache on the client PC running AAAD and OCMT
Procedures such as uninstalling application and emptying the .Net cache require administrator
rights.
1. Close AAAD and OCMT.

2. Click Add/Remove Programs.
3. Remove Avaya/Avaya Aura Agent Desktop 6.2.
4. Navigate to C:\Documents and Setting\USERNAME\local settings\apps\ .
5. Delete the 2.0 folder.
Note: This folder may be hidden. If so, open Windows Explorer and click on Tools, Folder
options. Choose the View tab. Under Files and folders or Hidden files and folders, choose to
show hidden files and folders. Click Apply and click OK.
6. Start AAAD to download the latest AAAD files from the CCMM server.
7. Start OCMT from CCMA to download the latest OCMT files from the CCMM server.

Comments on Translations
French
Translation of the software attempts to find terms that are acceptable to both Canadian and
European French speakers. Some translations are different from the terms usually used in your
region.
Latin American Spanish

Translation of the Software attempts to find terms that will be acceptable to both Latin American
and European Spanish speakers. This may result in some translations being different from the
terms usually used in your region.
Note there are no special comments on the remaining languages i.e. German, Simplified Chinese,
Traditional Chinese, Japanese, Brazilian Portuguese, Russian, Korean or Italian
Crystal Report templates

Business Objects Language Packs
In order to view localized crystal report templates, Business Objects offers language packs which
are included on the AACC DVD - under the path \ThirdParty\Crystal RAS 2008\package\langs.
Please install the relevant language pack.
Upgrades install Crystal from the Service Patch Bundle and not the original language packs from
DVD.
Localized templates
The following table outlines which Historical reports are provided localized in French, German,
Italian, LA Spanish, Brazilian Portuguese, Korean, Japanese, Russian, Simplified and Traditional
Chinese. Additional reports are localized in some regions to maintain consistency with previous
localized releases.
CCMA Report Report Template Name Localized?

Type
Contact Center Contact Summary Y
Originator By Disposition Y
Activity Code By Address Y
Agent By Address Y
Contact Duration Y
Multimedia Contacts Closed by Reason Code Y

Contacts Closed by Skillset Y
Contacts Details Y
Contacts Outstanding Detail Y
Contacts Outstanding Summary Y
Contacts Received by Skillset Y
Outbound Campaign Call Details Y

Campaign Performance Y
Campaign Script Results Details Y


Type
Campaign Summary Y
Script Summary Y
Agent Performance Activity code by agent Y

Agent average calls per hour Y
Agent average calls per hour - bottom five Y
Agent average calls per hour - top five Y
Agent by Activity Code Y
Agent by Application Performance Y
Agent by Skillset Performance Y
Agent DN Performance Y
Agent DN Performance Calls Answered, Bottom 5 N
Agent DN Performance Calls Answered, Top 5 N
Agent Efficiency Y
Agent Efficiency By Contact Type Y
Agent Efficiency By Skillset Y
Agent Login/Logout Y
Agent NACD Activity N
Agent Performance Y
Agent Performance by Supervisor Y
Agent Performance Calls Answered, Bottom 5 N
Agent Performance Calls Answered, Top 5 N
Agent Short Calls Y
Agent Transferred/Conferenced Activity Y
Estimated Revenue by Agent N
Not Ready Reason Codes by Agent Y
Skillset by Agent Performance Y
Call-by-Call Call by Call Statistics Y
Configuration Config - Activity Code Properties Y

Config - Agent By Supervisor Properties Y
Config - Agent Properties Y
Config - Agent Skillset Assignment Y
Config - Agent Skillset Properties Y
Config - Agent Supervisor Assignment Y
Config - Application Properties Y
Config - Application Script Properties Y
Config - Application Template Properties Y
Config - CDN (Route Point) Properties Y
Config - Database View Definitions Y
Config - DNIS Properties Y
Config - Formula Properties Y
Config - Historical and Real Time Statistics Properties Y
Config - IVR Queue and Port Properties Y
Config - Logged In Agent Y
Config - Multimedia Y
Config - Route Properties Y
Config - Script Variable By Script Y
Config - Script Variable Properties Y


Type
Config - Skillset Properties Y
Config - Supervisor Properties Y
Config - Telephone Display Properties Y
Config - User Access Privilege Y
Config - Real Time Template Properties N
Networking Config - Network Site and Application Properties n/a

Config - Network Skillset Routing Properties n/a
Crosstab - Network Incoming Calls n/a
Crosstab - Network Outgoing Calls n/a
Network Application Performance n/a
Network DNIS Statistics n/a
Network Incoming Calls n/a
Network Outgoing Calls n/a
Network Route Performance n/a
Network Skillset Performance n/a
Network Skillset Timeline Y
Network Skillset Timeline By Contact Type Y
Contact Summary Activity Code By Address Y

Agent By Address Y
Contact Duration Y
Contact Duration By Agent Y
Contact Summary Y
Contacts By Agent Y
Originator By Disposition Y
Others Activity Code By Application N
Application by Activity Code Y
Application By Skillset N
Application Call Treatment Y
Application Delay Before Abandon Y
Application Delay Before Answer Y
Application Performance Y
CDN (Route Point) Statistics Y
Crosstab - Application Performance N
Crosstab - CDN (Route Point) Statistics N
Crosstab - DNIS Statistics N
Crosstab - Route Performance N
Crosstab - Skillset Performance N
Crosstab - Trunk Performance N
DNIS Statistics N
Music/RAN Route Statistics N
Route Performance N
Skillset By Application N
Skillset Performance Y
Skillset Timeline Y
Skillset Timeline By Contact Type Y
Trunk Performance N
Predictive Outbound Agent Productivity n/a


Type
Agent Time Summary n/a
Predictive Campaign Summary n/a
Dialing Statistics n/a
Diligence Report By Phone Number n/a
Diligence Report by Portfolio & Retrieval Key n/a
Management Summary n/a
Administration Users Y
Report Groups Y
User Defined Partitions Y
Access Classes Y
Security Framework
If you are using the Security Framework, a specific patch provides the localized version of the
Security Framework. The name of the patch is SFW02.00.55.00LanguagePack1g.zip and is
located on support.avaya.com.
The patch contains all language modifications plus the translations in French, German, LA
Spanish, Simplified Chinese, Traditional Chinese, Japanese, Brazilian Portuguese, Russian,
Korean and Italian for the Password Change page and its instructions.
Prior to installing the patch, ensure that you start from a clean installation of CCMA and
corresponding security framework.
To install:
1. Stop the JBoss server/service

2. Unzip the new patch into the root of the Security Framework directory (for example
D:\Avaya\Contact Center\Security Framework)¹
3. Accept any override
4. Restart the JBoss server/service
Note: Select the correct root of the Security Framework directory to ensure the patch is applied.
Note: Only the Login page is localized.
Localization of initial system login notice
When you start localized versions of Security Framework, on the log in page, you may notice
that some text is not localized.

The text shown above is boilerplate text in English that administrator updates when configuring
Contact Center for the first time. The administrator can choose to make the appropriate updates
while leaving the text in English or can choose to replace the entire notice with one in the
appropriate language.
Known issues
Known issues are listed in this section.
If you encounter a feature issue, review this document and report the issue if it is not listed here:
WI Description Language Target

Resolution
[FR] AACC6.2-CCMA-SP5-RU03-Online Help: The word French
wi00983865 Nodal in the online help of RTR is wrong
AAAD8: There does not have a error message when add French AACC 6.4
wi00795200 an invalid email on AAAD
AACC6.1_OCMT: Importing Call Data from ODBC cannot French AACC 6.4
wi00855354 recognize values properly
[FR] AACC_6.2_SP4_OCMT: Message Outbound Number French
wi00962101 Barred is hardcode when pull an outbound contact.
wi01060023 L10N_FR_Contact radio button is truncated on AAAD French AACC 6.4
[SP9-FR] SIP CM6.xSome string when initiating and French AACC 6.4
wi01074283 transferring a webchat are not localized
wi00860290 AACC6.1: Take Ownership button is truncated German AACC 6.4
[DE] AACC6.2 SP7 AAAD Send button is smaller than German
wi01060633 Cancel button when agent receive WC
[ES] AACC6.2 SP7 AAAD Alert icon is truncated when Spanish AACC 6.4
wi01058701 agent transfer the call without filling call number
wi01039279 [PT-BR] AACC6.2-CCMA-SP6-CCM: Add many users, Brazilian
hardcode “IsCTIEnabled” on error message Portuguese
Brazilian AACC 6.4
wi00857195 AACCMM6.1: Hardcode General Settings" is truncated." Portuguese
L10N_BR_PT_SIP_OCMT_title in Time zone tab of Call Brazilian
wi00961060 Setting is truncated Portuguese
[PT] 6.2_SIP_L10N_OCMT_ Custom Field with single Brazilian
wi00962124 quotation marks name is not recorded in Campaign Portuguese
6.2_ L10N_SIP_AAAD_Hardcode error message: 'the Brazilian AACC 6.4
contact retrieve request was refused' when attempt to Portuguese
wi00965751 pull contacts pass the MPC value limit
AACC6.2 SP7 HR_Data on Network skillset Performance Japanese AACC 6.4
wi01061016 report is drop down
AACC6.2 SP7 HR_The avg skillset time row on Agent Japanese AACC 6.4
wi01061025 performance report is truncated
wi01057051 The name of month displays incorrectly in Japanese Japanese AACC 6.4

language.
[JA]AACC6.2-CCMM-SP5-RU03-OH-OCMT: Working with Japanese
wi00984706 disposition code section is not fully localized.
L10N_JA_AAAD_The message at AAAD Status bar is not Japanese AACC 6.4
wi01057659 localized.
L10N_JA_OCMT_ Hardcode appears on OCMT Modify Japanese
wi01057661 Campaign Status window
L10N_JA_Pseudo: Hardcodes on AAAD / Statistic are not Japanese AACC 6.4
wi00795379 localized
[KO] AACC6.2-CCMA-SP5-RU03: Server Connection Status Korean AACC 6.4
wi00994137 - Refresh - Truncation
AACC6.1 CCMM The display for Korean full name is wrong Korean
wi00867788 order in AAAD and OCMT
[KO][JA] OCMT Export Wizard pop-up message appears in Korean
wi00927213 EN.
[RU] L10N AML AACC_6.2_SP4_CCMA: Submit button in Russian
wi00961223 Phoneset Displays is truncated
[RU] AACC6.2-CCMA-SP5-RU03- Online Help: Hardcode Russian
wi00983876 Skillset on help page of Graphical display
wi00857320 AACC6.1:Campaign History is truncated Russian
wi00864462 AACC6.1:Campaign History is truncated Russian
[RU] L10N AML AACC_6.2_SP4_AAAD: Truncated on Russian AACC 6.4
wi00960534 Skillset dropdown list when creating email
[RUS] - CCMM - (OCMT) - Create and append/Campaign Russian AACC 6.4
wi00935206 settings - Verifying - word order
[ZH-CN] AACC6.2-CCMA-SP5-RU03-RTR: Dashboard Simplified AACC 6.4
wi00984348 display Options - Truncation Chinese
[ZHCN] AACC6.2CCMA-SP6-HR: Some information of Simplified AACC 6.4
wi01035249 Online Help is not localized Chinese
[ZHCN] AACC6.2 SP7 HR RCW In help file, the word -show- Simplified AACC 6.4
wi01061051 is not localized Chinese
[ZH_CN] AACC6.2-CCMA-SP5-RU03-OH-HR: The help Simplified
wi00981688 information shows hardcode Chinese
AACC6.1_CCMA: The CCM and CCMA aren’t showed full Simplified
wi00864986 name Chinese
[ZH-CN] AACC6.2CCMA-SP5-RU03-HR: On Administration- Simplified
wi00997294 Report Groups report, string Server: displays improperly Chinese
Simplified
wi00795292 OCMT8: Welcome page is in wrong format Chinese
AACC6.2: On zh-tw Script Variables By Script report, Traditional AACC 6.4
wi00893776 ensure fields in header are from ScriptVariableProperties Chinese
[ZHTW] AACC6.2-SP6-CCMA-Online Help-HR-Procedures- Traditional
wi01042721 To schedule reports: the strings isn’t localized Chinese
L10N_SP7_OCMT _ Have a strange frame on OCMT Traditional
wi01059415 windows Chinese
[I18N] [ZH_TW] AML_6.3_CCMA _Configuration The Traditional AACC 6.4
webpage is error when launching Phoneset Displays and Chinese
wi01040378 cannot update displaying for phoneset

Internationalization issues or common across all languages and require a base fix
WI Description Target
Resolution
wi01065732 CCMA - Configuration - Historical Statistics - Error Message - Hardcoded AACC 6.4
[All languages] AACC6.2-CCMA-SP5-RU03-CON: Some fields can input AACC 6.4
wi00981156 invalid character by using language keyboard
[DEU][FRA] CCMM (OCMT) Modify campaign, Campaign summary at: AACC 6.4
wi00984414 bad sentence structure
[All languages] AACC6.2-CCMA-SP5-RU03-MUL: Hardcode on notice AACC 6.4
wi01004254 message when launching an invalid CCMM server
AACC6.2CCMM-SP6-[All]-Outbound: The error message is not localized AACC 6.4
wi01030027 when user exports data without campaign.
[FR][ES][ZHTW] AACC6.2CCMM-SP6-OCMT: On OCMT, Campaign status AACC 6.4
wi01038530 Not loaded should be localized
L10N_SP7_AAAD _ The strange frame is appeared on the Customer AACC 6.4
wi01057053 Search windows
CCMM - AAAD - Email - Email without the attachment - Misleading Error AACC 6.4
wi01066729 Message
AACC6.3 SP10_CCMA_Other language options disappear on CCMA AACC 6.4
wi01076190 language settings
wi01086477 WK - [CHS][KOR][JPN][CHT] AAAD - Name Order - Local Format AACC 6.4
EN - CCMA - RTR - Private Tabular Displays - Threshold colors - Click here AACC 6.4
wi01086501 to select %1 - Valiable issue
wi01086731 [KOR][FRA] AAAD - Auto-Suggestion window - No closing button AACC 6.4
wi01086828 CCMM - AAAD - About - All rights reserved - hardcoded AACC 6.4
CCMA - (Configuration) - Multiplicity Presentation Classes - Save AACC 6.4
wi01087055 confirmation window - Source
CCMA - HR - Report Creation Wizard - Formulas - New - Validate - AACC 6.4
wi01087058 Appearance of error message
wi01095337 AAAD - Transfer - User Tab - Layout Issue AACC 6.4
wi01095360 [ESO] AAAD - Receiving a call - Incoming call from XXX - Truncation AACC 6.4
CCMA - HR - Outboung - Campaign Script Results Details - (table name: AACC 6.4
..., typefield: ...) - no proper linebreak when string is divided to two due
wi01097365 to its length
wi01097386 CCMA - Launchpad - Emergency Help - Date/time AACC 6.4
[ENG] SOURCE ISSUE - CCMM - AAAD - open same email from two AACC 6.4
agents & close the AAAD while contact is open - Waning message -
wi01097404 Open Contact & Contact Open - inconsistency
[All languages] - AACC6.2 - CCMA - HR - Schedule - Hours format AACC 6.4
wi00933296 singular/plural issue
[All languages] AACC6.2 CCMA RTR: The tooltips arent localized when AACC 6.4
wi00933312 applying filters to real-time displays
[All languages] - AACC6.2- CCMA Config/CCM Hardcode on Contact AACC 6.4
wi00934037 Types
[PTB] - CCMM - (OCMT) - Create & Append Call Settings - Customer AACC 6.4
wi00934327 Match - Layout
wi01066082 CCMM AAAD - Email - CC - To, CC , Bcc buttons - Truncation AACC 6.4
wi01066090 CCMM - AAAD - Pop up - Selection Error - HARDCODED AACC 6.4
wi01066094 CCMM - AAAD - Add a contact window - Hardcodedcar AACC 6.4

CCMM - AAAD - Email - This {0} contact is currently being replied to - AACC 6.4
wi01066397 Missing variable value
wi01066403 [PTB] - CCMM - AAAD - Login - Layout Issue AACC 6.4
wi01066419 CCMM - AAAD - Outbond contact - Accept - HARDCODED AACC 6.4
CCMM - AAAD - No Customer Selected" pop up message not displayed - AACC 6.4
wi01066424 HARDCODED"
wi01066580 [DEU] - CCMM - AAAD/Elite - Login Screen - Skip - Truncation AACC 6.4
wi01066588 [DEU] - CCMM - AAAD/Elite - Login/Logout Progress Screen - truncation AACC 6.4
wi01066687 [DEU] - CCMM - AAAD/Elite - VuStats - Save Settings - Truncation AACC 6.4
[ESO][CHS][FRA] - AAAD - pop up message - Unable to reconnect - no AACC 6.4
wi01066691 response from CCT" - change of EN requested"
wi01066695 AAAD/Elite - Transfer a call - Enter Value - hardcoded AACC 6.4
wi01089066 I18N_CCMA_Hardcode Route_Template on Routes page is not localized AACC 6.4
EN - CCMM - (AAAD) - Agent Statistics - Buttons slip under text when AACC 6.4
wi01097402 resizing window column smaller - Layout
CCMM - AAAD/Elite - Disconnect while on a call - Cancel button AACC 6.4
wi01078458 hardcoded
wi01067087 CCMM - AAAD/Elite - Initiate a call - Active - Hardcoded AACC 6.4
wi00868148 AACCMM6.1: Hardcode appears on Spell Check window/About Tabar AACC 6.4

APPENDIX D
Recommended events for SNMP trap
Event Source location in Event to

Component Source Notes
Trap Translator
Utilizes the .NET Event Mechanism so Event Details

CCT CCT Server NCCT Error Log\CCT Server
will only be available after the event has been triggered

CCT TAPI Connector NCCT Error Log\TAPI Connector
This source will not be listed in the Trap to Translator

TAPI Service Application\Avaya TAPI Service
CCT and is a known issue. See wi01163351 in APPENDIX
Provider Provider for M1(MLINK/SCCS)
B - Known Issues

CCT ACDProxy Application\acdproxy and is a known issue. See wi01163351 in APPENDIX
B - Known Issues
CCT Logging Utilizes the .NET Event Mechanism so Event Details

CCT NCCT Error Log\NCCT Error Log
Service will only be available after the event has been triggered

5105 - CCT
CCT Application\NCCT Logging Service and is a known issue. See wi01163351 in APPENDIX
Logging Service
B - Known Issues

CCT DAL NCCT Audit Log\Data Access Layer

CCT 6000,6001 - DAL NCCT Error Log\NCCT Error Log

CCT NCCT SMON Application\NCCT SMON
Event Source location in Event

to Trap Translator
This source will not be listed in the Trap to

Avaya CCMM License
CCMM Translator and is a known issue. See wi01163875 in
Manager

CCMM CCMM_LM_Service Translator and is a known issue. See wi01163875 in
The Task category for the Event Source CCMM

CCMM Email Manager Application\CCMM
contains an EmailManager element
CCMM Email Manager (Log4j) Application\CCMM/EMAIL

CCMM MCMC Application\CCMM
contains an MCMC element

CCMM MCMC (log4j) Application\CCMM/MCMC

CCMM OAM Application\ CCMM
contains an OAM element

CCMM Predictive Outbound Application\ PredictiveOB will only be available after the event has been
triggered
Event 7031 is used to notify of a service termination.
These services include:
Service Control World Wide Web Publishing Service, IIS Admin
CCMM System
Manager Service, CCMM License Service, CCMM Starter
service, CCMM Email Manager service, CCMM
OAM Service
Event 7034 is used to notify of a service termination.
These services include:
Service Control
CCMM System CCMM Multimedia Contact Manager service, CCMM
Manager
Predictive Outbound Service, CCMM Predictive
Outbound Blending service
Event Source location in Event to

Trap Translator
In Trap Translator, the events of this event

source are more than listed in the document.
CCMA CCMA Application\CCMA
User should use events which are documented
and ignore the others.
In Trap Translator, the events of this event
source are more than listed in the document.
CCMA CCMA-LMService Application\CCMA-LMService
User should use events which are documented
and ignore the others.
Utilizes the .NET Event Mechanism so Event
CCMA CCMAReportAdmin Application\CCMAReportAdmin Details will only be available after the event has
been triggered
Utilizes the .NET Event Mechanism so Event

CCMA CCMAReportService Application\CCMAReportService Details will only be available after the event has
been triggered
CCMAReportService Utilizes the .NET Event Mechanism so Event

Application\CCMAReportService
CCMA / Details will only be available after the event has
Application\CCMADisplayReport
CCMADisplayReport been triggered
ICEEmHlpService Translator and is a known issue. See
CCMA Application\ICEEmHlpService
wi01152669 in Error! Reference source not
found.

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Avaya Aura® Contact Center 6.

Avaya Aura® Contact Center 6.3

DOCUMENT VERSION : 1.8

Avaya Inc Proprietary 1

Avaya Inc Proprietary 2

AACC 6.3 SERVICE PACK SOFTWARE .................................................................................................. 28

Avaya Inc Proprietary 3

G.729 CODEC SUPPORT ............................................................................................. 56

Avaya Inc Proprietary 4

INSTALLATION INSTRUCTIONS ....................................................................................... 74

Avaya Inc Proprietary 5

Avaya Inc Proprietary 6

LICENSE MANAGER .................................................................................................. 135

Avaya Inc Proprietary 7

Avaya Inc Proprietary 8

Avaya Inc Proprietary 9

Avaya Aura® Contact Center, Release 6.3 Software

Avaya Inc Proprietary 10

Operating System Support

It is mandatory to install Service Pack 1 on top of Windows Server 2008 Release 2.

Supported Virtualized Environments

Avaya Inc Proprietary 11

DVD MD5 Checksum

The DVD zip file will extract as one ISO file.

Avaya Inc Proprietary 12

Service Pack Bundle Software

Service Pack Bundle MD5 Checksum

The following is the layout of the extracted service pack bundle:

Software Included in Bundle Folder Location

Install Avaya Media Server – Windows ..\Install Software\AMS\Windows

Contact Center Services for AMS – Windows ..\Install Software\AMS\Windows

Avaya Inc Proprietary 13

AACC Service Pack Software details

Avaya Inc Proprietary 14

Additional Contact Center Updates

Service Pack Patches MD5 Checksum

AACC Service Pack Patches

Service Pack Patches MD5 Checksum

AACC Service Pack Patches

Avaya Inc Proprietary 15

Additional Avaya Media Server Updates

Additional AMS Updates MD5 Checksum

The following is the layout of the extracted bundles:

OS Platform Update Name

Avaya Inc Proprietary 16

AACC Firewall Policy

File Name Version

Windows Roles and Features Application

File Name MD5 Checksum

File Name MD5 Checksum

Support of Headset control of telephony operations in AAAD

File Name MD5 Checksum

Avaya Inc Proprietary 17

File Name MD5 Checksum

Avaya SIP Sleuth

File Name MD5 Checksum

Avaya Inc Proprietary 18

Intersystems System Management Portal

Third Party Software for Previous 6.x Upgrades

Java Runtime Environment – jre1.6.0_37

Crystal RAS 2008 SP5

Avaya Inc Proprietary 19

Avaya Inc Proprietary 20