avaya aura™ contact center 6.3 sp10 localization
TRANSCRIPT
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Bulletin Number: Date: 3rd October 2013
Avaya Aura™ Contact Center 6.3 SP10
Localization
RELEASE NOTES
Introduction
This document provides technical information about Avaya Aura Contact Center 6.3 Localization Language
Patch and Voice Prompts for French, German, LA Spanish, Simplified Chinese, Traditional Chinese,
Japanese, Brazilian Portuguese, Russian, Korean and Italian. It describes the software, service update and
known problems, workarounds, and tips.
Note: This Localization information is an addendum to the Avaya Aura™ Contact Center 6.3 Product
Correction Notice (PCN) 1934S available on the Avaya support portal https://support.avaya.com.
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Revision History
Date Revision # Summary of Changes
23rd April 2013 Initial version for AACC 6.3 SP10 This is the original publication
10th
May 2013 Version 6.0 Software line-up and checksums added
22nd
May 2013 GA version Software line-up and list of known issues
updated
29th
May 2013 1.0 Updated with PCN for English SP10
3rd
October 2013 1.1 Updated section 1.1 table to include
CCMM Administration component
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Contents
1. AVAYA AURA™ CONTACT CENTER 6.3 (AACC) LOCALIZATION 6
1.1. Overview of AACC 6.3 I18N and L10N Products & Components 6
2. SOFTWARE 8
2.1. Supported operating systems 8
2.2. Language Patch Bundle Software 8
2.3. Localized Components (CCMA and CCMM) 9
2.4. Software Guide Tables 10
2.4.1. CCCC, CCMS, CCT, CCWS, CCMSU, CCMT, CCLM, AMS, Software Guide 10
2.4.2. CCMA & CCMM Language Patch Software Guide – All languages 11
2.5. Avaya Aura™ Contact Center 6.3 Product Correction Notice (PCN) 1934S 11
3. LANGUAGE SPECIFIC SUPPORT AND CONFIGURATION 11
3.1. Support of CCMA Client 11
3.2. Support of CCMM Client 12
3.3. Support of CCMM Server and Configuration Notes 13
3.3.1. CCMM server / Regional Options Configuration 13
3.3.2. Enable email analyzer 13
3.3.3. Wildcard use (Asian), Limitation 1 - Single Byte Routing 14
3.3.4. Wildcard use (Asian), Limitation 2 - Wildcard * and ? string position 15
3.3.5. Email Domain Names (Asian) 15
3.3.6. CCMM friendly display names 15
4. INSTALL 16
5. LOGGING ON TO CONTACT CENTER MANAGER ADMINISTRATION 16
5.1. Enabling languages 16
5.2. Procedure steps 18
6. START LOCALIZED AAAD CLIENT 19
6.1. Pre-installation steps 19
6.2. Installing the Agent Desktop Client 19
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6.2.1. Prerequisites 19
6.2.2. Procedure steps 19
6.3. Starting the Agent Desktop Client 19
6.3.1. Procedure steps 19
7. START OCMT CLIENT 20
7.1. Pre-installation steps 20
7.2. Logging on to the Outbound Campaign Management Tool 20
7.3. Prerequisites 20
7.4. Procedure steps 20
8. DETECTING LATEST LANGUAGE FILES POST LANGUAGE PATCH INSTALL 21
8.1. Emptying the .Net cache on the client PC running AAAD and OCMT 21
9. COMMENTS ON TRANSLATIONS 21
9.1. French 21
9.2. German 21
9.3. Latin American Spanish 21
9.4. Simplified Chinese 21
9.5. Traditional Chinese 21
9.6. Japanese 22
9.7. Brazilian Portuguese 22
9.8. Russian 22
9.9. Korean 22
9.10. Italian 22
10. CRYSTAL REPORT TEMPLATES 22
10.1. Business Objects Language Packs 22
10.2. Localized templates 23
11. SECURITY FRAMEWORK 26
11.1. Security Framework 26
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11.2. Localization of initial system login notice 26
12. KNOWN ISSUES 27
12.1. For CCMA 27
12.2. For CCMM 31
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1. Avaya Aura™ Contact Center 6.3 (AACC) Localization
Ayaya Aura™ Contact Center 6.3 SP10 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. Please take the following actions:
This new critical patch lineup bundles up a number of fixes and is now available for all
deployments.
Customers on all previous releases and line-ups of AACC 6.x and earlier service packs than
SP10, must immediately deploy this service pack and roll-up patches to get the benefit of the latest
available quality fixes.
AACC SP10 is the most up-to-date supported AACC 6.3 lineup. All future patches will only be
created on this line-up.
1.1. 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:
AACC 6.3
Products Component
International
OS Support?
Yes/ No
Localized?
Yes/No
Comments
CCMS All components Yes No
CCT All components Yes No
Server Utility All components Yes No
License Manager All components Yes No
Web Collaboration All components Yes n/a
CCMA Server Components Yes No
Only Administration users
work with Server
Components.
CCMA Contact Center
Management Yes Yes
CCMA Access and Partition
Management Yes Yes
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AACC 6.3
Products Component
International
OS Support?
Yes/ No
Localized?
Yes/No
Comments
CCMA Real-Time Reporting Yes Yes
CCMA Historical Reporting Yes Yes See section 10 for more
details.
CCMA Configuration Yes Yes
CCMA Emergency Help Yes Yes
CCMA Outbound Yes Yes
CCMA Crystal Report
Templates Yes Yes
CCMA NCC Crystal Report
Templates Yes No
CCMA Agent Desktop
Display Yes Yes
CCMA Online Help Yes Yes
CCMA Orchestration
Designer (OD) Yes No
The target audience of the
Localization effort (call
center agents and
supervisors) do not use the
OD tool.
CCMA Configuration Tool Yes No Only administrators use the
Configuration Tool.
CCMA Element Manager Yes No Login page is localized.
CCMM Server Components Yes No
CCMM Administration Yes No
CCMM AAAD Client Yes Yes
CCMM AAAD online Help Yes Yes
CCMM OCMT Client Yes Yes
CCMM OCMT online Help Yes Yes
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2. Software
2.1. Supported operating systems
A language patch contains all supported languages. 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 cannot 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:
** Windows 2008 R2 for Chinese Taiwan must be used.
2.2. Language Patch Bundle Software
Avaya Aura® Contact Center 6.3 Service Pack 10 Language Patch is delivered to customers as Language
Patch bundles.
Language Language Patch Bundle Checksum
All languages AACC_63_ServicePack10_LanguagePatch-0002.zip ad2ecfa7a6f48730427ccd9659f9377c
After the software has been downloaded; extract its content to the local hard-disk using a utility such as
WinZip.
The following is the layout of the extracted language patch bundle:
Software Included in
Bundle
Folder Location
Product
Updates
AACC
Language
Patch
Software
..\ProductUpdates
CCMA ..\ProductUpdate\CCMA\AvayaAura_CCMA_6.3.210.5-
0711_Patch
CCMM ..\ProductUpdate\CCMM\AvayaAura_CCMM_6.3.210.5-
0501_Patch.msi
..\ProductUpdate\CCMM\AvayaAura_CCMM_6.3.210.6-
0517_Patch.msi
Supported Language OS Languages
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
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Language Patch Software details:
Language Language Patches
All languages AvayaAura_CCMA_6.3.210.5-0711_Patch.msi
AvayaAura_CCMM_6.3.210.5-0501_Patch.msi
AvayaAura_CCMM_6.3.210.6-0517_Patch.msi
2.3. Localized Components (CCMA and CCMM)
The following table lists the compatibility between the CCMA language patch and the operating system
language family. Only compatible languages can be enabled on the CCMA server
Supported CCMA Languages
OS
La
ngu
age
FR DE ES PT-BR IT ZH-CN ZH-TW JA RU KO
English Y Y Y Y Y N N N N N
Any 1
Latin1
language
Y Y Y Y Y N N N N N
Simplified
Chinese
N N N N N Y N N N N
Trad.
Chinese
N N N N N N Y N N N
Japanese N N N N N N N Y N N
Russian N N N N N N N N Y N
Korean N N N N N N N N N Y
The following table lists the compatibility between the CCMM language patch and the server operating
system language family.
Note that since the release of AACC 6.3 only one language patch is required to cover all languages.
Serv
er
OS
Lan
gua
ge
Language Patch
Supported
English Y
Any 1 Latin1 language Y
Simplified Chinese Y
Trad. Chinese Y
Japanese Y
Russian Y
Korean Y
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2.4. Software Guide Tables
2.4.1. CCCC, CCMS, CCT, CCWS, CCMSU, CCMT, CCLM, AMS, Software Guide
DVD Version 6.3.0.0.-115 +
CCCC CCMS
AvayaAura_CCCC_6.3.210.0-0677_ServicePack
AvayaAura_CCCC_6.3.210.1-1087_Patch
AvayaAura_CCCC_6.3.210.2-1131_Patch
AvayaAura_CCMS_6.3.210.0-0677_ServicePack
AvayaAura_CCMS_6.3.210.1-1084_Patch
AvayaAura_CCMS_6.3.210.2-1152_Patch
AvayaAura_CCMS_6.3.210.3-0097_Patch
AvayaAura_CCMS_6.3.210.4-1167_Patch
CCT CCWS
AvayaAura_CCT_6.3.210.0-0644_ServicePack
AvayaAura_CCT_6.3.210.1-0300_Patch
AvayaAura_CCT_6.3.210.2-0010_Patch
AvayaAura_CCWS_6.3.210.0-0677_ServicePack
CCMSU CCMT
AvayaAura_CCMSU_6.3.210.0-0641_ServicePack AvayaAura_CCMT_6.3.210.0-0677_ServicePack
CCLM
AvayaAura_CCLM_6.3.210.0-0677_ServicePack
Note: The patch manager tab for CCLM will be
empty if no service update or patch has been installed
for LM.
This is probably correct as 6.3 SP10 may not have
included any License Manger updates therefore no
entry will appear in the patch manager for the license
manager tab.
A license manager instance can be also shared
between servers therefore it may not always be
installed.
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2.4.2. CCMA & CCMM Language Patch Software Guide – All languages
Note 1: AvayaAura_CCMA_6.3.210.5-0711_Patch.msi contain CCMA language files for GUI, online
Help and Reports for all listed languages.
Note 2: AvayaAura_CCMM_6.3.210.5-0501_Patch.msi and AvayaAura_CCMM_6.3.210.6-
0517_Patch.msi contains AAAD and OCMT language files for GUI and online Help for all listed
languages.
Language Patch and their DP dependants are available on the Avaya support portal
https://support.avaya.com
2.5. Avaya Aura™ Contact Center 6.3 Product Correction Notice (PCN) 1934S
For base product known issues and their workarounds in Service Patch 10, please refer to the Avaya
AuraTM
Contact Center 6.3 Service Pack 10 Product Correction Notice (PCN) 1934S available on the
Avaya support portal https://support.avaya.com
3. 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.
3.1. Support of CCMA Client
Language CCMA Client
French Supported on Internet Explorer 7, 8 and 9, Browser’s Language
Preference set to fr-FR. CCMA will be displayed in French if the French
language patch is installed on the server, otherwise it will appear in
English.
German Supported on Internet Explorer 7, 8 and 9, Browser’s Language
CCMA CCMM
Base (As above in 2.4.1)
AvayaAura_CCMA_6.3.210.0-0716_ServicePack
AvayaAura_CCMA_6.3.210.1-0689_Patch
AvayaAura_CCMA_6.3.210.2-0702_Patch
AvayaAura_CCMA_6.3.210.5-0711_Patch
Base (As above in 2.4.1)
AvayaAura_CCMM_6.3.210.0-0670_ServicePack
AvayaAura_CCMM_6.3.210.1-0481_Patch
AvayaAura_CCMM_6.3.210.2-0495_Patch
AvayaAura_CCMM_6.3.210.5-0501_Patch
AvayaAura_CCMM_6.3.210.6-0517_Patch
SFW
ContactCenterSecurityFramework.msi
AvayaAura_SFW_6.3.210.0-0716_ServicePack
SFW02.00.55.00LanguagePack1g.zip
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Preference set to de-DE. CCMA will be displayed in German if the
German language patch is installed on the server, otherwise it will appear
in English.
LA Spanish Supported on Internet Explorer 7, 8 and 9, Browser’s Language
Preference set to es-CO. CCMA will be displayed in Spanish if the
Spanish language patch is installed on the server, otherwise it will appear
in English.
Simplified Chinese Supported on Internet Explorer 7, 8 and 9, Browser’s Language
Preference set to zh-CN. CCMA will be displayed in Simplified Chinese
if the Simplified Chinese language patch is installed on the server,
otherwise it will appear in English.
Traditional Chinese Supported on Internet Explorer 7, 8 and 9, Browser’s Language
Preference set to zh-TW. CCMA will be displayed in Traditional Chinese
if the Traditional Chinese language patch is installed on the server,
otherwise it will appear in English.
Japanese Supported on Internet Explorer 7, 8 and 9, Browser’s Language
Preference set to ja-JP. CCMA will be displayed in Japanese if the
Japanese language patch is installed on the server, otherwise it will appear
in English.
Brazilian Portuguese Supported on Internet Explorer 7, 8 and 9, Browser’s Language
Preference set to pt-BR. CCMA will be displayed in Brazilian Portuguese
if the Brazilian Portuguese language patch is installed on the server,
otherwise it will appear in English.
Russian Supported on Internet Explorer 7, 8 and 9, Browser’s Language
Preference set to ru-RU. CCMA will be displayed in Russian if the
Russian language patch is installed on the server, otherwise it will appear
in English.
Korean Supported on Internet Explorer 7, 8 and 9, Browser’s Language
Preference set to ko-KR. CCMA will be displayed in Korean if the
Korean language patch is installed on the server, otherwise it will appear
in English.
Italian Supported on Internet Explorer 7, 8 and 9, Browser’s Language
Preference set to it-IT. CCMA will be displayed in Italian if the Italian
language patch is installed on the server, otherwise it will appear in
English.
3.2. Support of CCMM Client
Language CCMM Client
French Supported on French Windows 7, Vista Client and French XP Client
German Supported on German Windows 7, Vista Client and German XP Client
LA Spanish Supported on LA Spanish Windows 7, Vista Client and LA Spanish XP
Client
Simplified Chinese Supported on Simplified Chinese Windows 7, Vista Client and
Simplified Chinese XP Client
Traditional Chinese Supported on Traditional Chinese Vista Client and Traditional Chinese
XP Client
Japanese Supported on Japanese Windows 7, Vista Client and Japanese XP Client
Brazilian Portuguese Supported on Brazilian Portuguese Windows 7, Vista Client and
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Brazilian Portuguese XP Client
Russian Supported on Russian Windows 7, Vista Client and Russian XP Client
Korean Supported on Korean Windows 7, Vista Client and Korean XP Client
Italian Supported on Italian Windows 7, Vista Client and Italian XP Client
3.3. Support of CCMM Server and Configuration Notes
3.3.1. CCMM server / Regional Options Configuration
Language CCMM Server
French CCMM Server installed on French 2008. Regional option default (French)
German CCMM Server installed on German 2008. Regional option default (German)
LA Spanish CCMM Server installed on Spanish 2008. Regional option default (Spanish)
Simplified Chinese CCMM Server installed on Simplified Chinese 2008. Regional option default
(Simplified Chinese)
Traditional Chinese CCMM Server installed on Traditional Chinese 2008. Regional option
default (Traditional Chinese)
Japanese CCMM Server installed on Japanese 2008 Regional option default
(Japanese)
Brazilian Portuguese CCMM Server installed on Brazilian Portuguese 2008. Regional option
default (Brazilian Portuguese)
Russian CCMM Server installed on Russian 2008. Regional option default (Russian)
Korean CCMM Server installed on Korean 2008. Regional option default (Korean)
Italian CCMM Server installed on Italian 2008. Regional option default (Italian)
3.3.2. Enable email analyzer
Language Email Analyzer
French Change default SimpleAnalyzer to FrenchAnalyzer
German Change default SimpleAnalyzer to GermanAnalyzer
LA Spanish Change default SimpleAnalyzer to AlphanumericAnalyzer
Simplified Chinese Change default SimpleAnalyzer to ChineseAnalyzer
Traditional Chinese Change default SimpleAnalyzer to ChineseAnalyzer
Japanese Change default SimpleAnalyzer to CJKAnalyzer
Brazilian Portuguese Change default SimpleAnalyzer to BrazilianAnalyzer
Russian Change default SimpleAnalyzer to RussianAnalyzer
Korean Change default SimpleAnalyzer to CJKAnalyzer
Italian Change default SimpleAnalyzer to 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
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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.
3.3.3. 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.
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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.
3.3.4. 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
3.3.5. 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. [email protected] . 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.
3.3.6. 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.
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4. Install
The information contained in this document is a supplement to the Avaya Aura™ Contact Center
documents, not a replacement.
Please review the known installation issues (section 12) before you install.
Install all components of the base (English) product first. Ensure that the system is working correctly
before installing the Language patches using the instructions below.
Install Language patches after you apply the latest service update to the System.
The Language Patch and all service updates are visible in the Contact Center Patch Manager.
5. Logging on to Contact Center Manager Administration
Log on to Contact Center Manager Administration to access the application and administer the contact
center.
5.1. 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. For example, on Japanese server, Japanese will show Code Page 932.
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Once the language patch 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.
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5.2. Procedure steps
Note:
To launch CCMA in a local language (French for example):
Install the language patch on the CCMA server and enable French language as described in section
5.1.
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,
Install the French language patch on the CCMA server.
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.
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6. Start Localized AAAD Client
6.1. Pre-installation steps
Information on how to start AAAD (Only when a language patch installed)
NOTE:
To start AAAD in a local language (French for example);
Install the language patch on the CCMM server.
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,
Install the language patch on the CCMM server.
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.
6.2. 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.
6.2.1. 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.
6.2.2. 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.
6.3. 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.
6.3.1. 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.
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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
7. Start OCMT Client
7.1. 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);
Install the language patch on the CCMM server.
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,
Install the language patch on the CCMM server.
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.
7.2. 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.
7.3. Prerequisites
Ensure that your contact center is licensed for outbound campaigns.
Ensure that you have a Contact Center Manager Administration user name and password.
7.4. Procedure steps
1. Log on to Contact Center Manager Administration.
2. On the Launchpad, click Outbound.
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3. In the left pane, select a Contact Center Multimedia server.
The translated Outbound Campaign Management Tool window appears.
8. Detecting latest Language files post language patch install
When the language patch is installed on the CCMM server, the client runs the English AAAD and OCMT
applications and does not pick up the language files. The client has previously launched English-only
AAAD and OCMT applications from the server and 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.
Note: If you install an updated language patch, the client still runs applications with cached language
files. The .Net cache (GAC) must be emptied, so the latest language files can be taken from the server.
8.1. 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.
9. Comments on Translations
9.1. 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.
9.2. German
No special comments.
9.3. 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.
9.4. Simplified Chinese
No special comments.
9.5. Traditional Chinese
No special comments.
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9.6. Japanese
No special comments.
9.7. Brazilian Portuguese
No special comments.
9.8. Russian
No special comments.
9.9. Korean
No special comments.
9.10. Italian
No special comments.
10. Crystal Report templates
10.1. 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 and the language packs from the Service Patch Bundle and not the original
language packs from DVD.
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10.2. 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
Type
Report Template Name Localized?
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
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
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CCMA Report
Type
Report Template Name Localized?
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
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
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CCMA Report
Type
Report Template Name Localized?
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
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
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11. Security Framework
11.1. 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 stored on
support.avaya.com.
The patch contains all the modifications included in the previous language patches, 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.
11.2. 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.
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12. 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.
12.1. For CCMA
French
wi00983865 - S3 - [FR] AACC6.2-CCMA-SP5-RU03-Online Help: The word “Nodal” in the online help of
RTR is wrong
German
Latin Spanish
wi00935510 - S3 - [ES] - AACC6.2-CCMA – HR – Network Skillset Timeline - Midnight truncation
Brazilian Portuguese
wi01039279 - S3 - [PT-BR] AACC6.2-CCMA-SP6-CCM: Add many users, hardcode “IsCTIEnabled” on
error message
Japanese
wi01061016 - S3 - AACC6.2 SP7 HR_Data on Network skillset Performance report is drop down
wi01061025 - S3 - AACC6.2 SP7 HR_The avg skillset time row on Agent performance report is truncated
wi01057051 - S3 - The name of month displays incorrectly in Japanese language.
Korean
wi00994137 - S3 - [KO] AACC6.2-CCMA-SP5-RU03: Server Connection Status - Refresh - Truncation
Russian
wi00961223 - S3 - [RU] L10N AML AACC_6.2_SP4_CCMA: Submit button in Phoneset Displays is
truncated
wi00983876 - S3 - [RU] AACC6.2-CCMA-SP5-RU03- Online Help: Hardcode “ Skillset” on help page of
Graphical display
Simplified Chinese
wi00984348 - S3 - [ZH-CN] AACC6.2-CCMA-SP5-RU03-RTR: Dashboard display – Options - Truncation
wi01035249 - S3 - [ZHCN] AACC6.2–CCMA-SP6-HR: Some information of Online Help is not localized
wi01061051 - S3 - [ZHCN] AACC6.2 SP7 HR RCW In help file, the word -show- is not localized
wi00981688 - S3 - [ZH_CN] AACC6.2-CCMA-SP5-RU03-OH-HR: The help information shows hardcode
wi00864986 - S3 - AACC6.1_CCMA: The CCM and CCMA aren’t showed full name
wi01055185 - S3 - [ZHCN] AACC6.2 SP7 CCMA-CCM _ Can not add many agent by .csv file that
download in CCM of ZHCN server.
wi00997294 - S4 - [ZH-CN] AACC6.2–CCMA-SP5-RU03-HR: On Administration- Report Groups report,
string “Server:” displays improperly
Traditional Chinese
wi00893776 - S3 - AACC6.2: On zh-tw Script Variables By Script report, ensure fields in header are from
ScriptVariableProperties
wi01042721 - S3 - [ZHTW] AACC6.2-SP6-CCMA-Online Help-HR-Procedures-To schedule reports: the
strings isn’t localized
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Internationalization issues or common across all languages and require a base fix
wi01090686 - S2 - I18N_JA_OAM_Cannot add a voice skillset on Japanese system
wi01090085 - S2 - I18N_RU_CommontComponent_Cannot acquire root certificate for MBT 6.3 system on
Russian
wi01098413 - S3 - ContactType changed to E-Mail instead of EMail after language patch installing
wi00941466 - S3 - [All languages] - AACC6.2 - CCMA - CON – Skillsets: expand column shows hardcode
wi01035253 - S3 - [DE][JA] AACC6.2–CCMA-SP6-HR: Some strings in Configuration report are hardcode
wi01078463 - S3 - CCMA - Login page - User name vs User ID - inconsistency issue in ENG
wi00958343 - S3 - [FR][DE] AACC6.2_CCMA: HR - Report Creation Wizard - header/footer fields (report
interval, site name etc.) - unlocalized
wi01055141 - S3 - L10N_RU_SP7_RTD the window is not large enough - Help button is truncated with
pattern display mode in Site Summary chart
wi01037431 - S3 - [DE][JA] AACC6.2–CCMA-SP6-HR: Some strings in Configuration report are hardcode
wi00931548 - S3 - [CHT][JA]- AACC6.2-CCMA - Config – No error message display when typing an
invalid Call Presentation Classes
wi00942294 - S3 - [All languages] AACC6.2 – CCMA – RTR: The tooltips aren’t localized when applying
filters to real-time displays
wi00981714 - S3 - [All languages]AACC6.2-CCMA-SP5-RU03-OH-CON: HTML code appears on the help
information of Historical Statistics
wi00934037 - S3 - [All languages] - AACC6.2- CCMA – Config/CCM – Hardcode on Contact Types
wi00994959 - S3 - [All languages] AACC6.2-CCMA-SP5-RU03-HR:Outbound-Campaign Summary -
Disposition Codes unlocalized
wi01087058 - S3 - CCMA - HR - Report Creation Wizard - Formulas - New - Validate - Appearance of error
message
wi01029153 - S3 - [ES] AACC6.2–CCMA-SP6-HR: Some strings in the Config-Agent skillset assignment
report details are hardcode
wi00959118 - S3 - [All languages] AACC6.2 – SP5 – CCMA - HR: Fields selection of RCW should be
localized
wi01093577 - S3 - 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
wi00935839 - S3 - [All languages] - AACC6.2 - CCMA - CON – Skillsets: expand column shows hardcode
wi01053041 - S3 - [I18N] [CN-ZN] CCMS- Server Configuration- Some fields of the Customer
wi00795153 - S3 - SCE8.0 - I18N: Should support to add AMD data with language chars in name
wi01095806 - S3 - AACC 6.4: Blended Agent DateTime columns do not use client date time format
wi00930884 - S3 - CCMA8 - Can not create a skillset with special characters on Japanese & Chinese
wi01097365 - S3 - CCMA - HR - Outboung - Campaign Script Results Details - (table name: ..., typefield: ...)
- no proper linebreak when string is divided to two due to its length
wi01097386 - S3 - CCMA - Launchpad - Emergency Help - Date/time
wi01057685 - S3 - L10N_SP7_HR _ The time box on Outbound Performance is truncated
wi00868167 - S3 - AACC6.1_CCMA_KO: On HR template, the display for Korean full name is wrong
wi00868168 - S3 - AACC6.1_CCMA_KO: On RTR, the display for Korean full name is wrong
wi00934076 - S3 - [All languages] - AACC6.2- CCMA – HR – Hardcode on Selection Criteria
wi00999630 - S3 - [All languages] AACC6.2-CCMA-SP5-RU03-CON: Hardcode on error message when
choosing an invalid CCMS
wi00958646 - S3 - [FR][DE] CCMM - AAAD - Not Ready mode with reason code: Codes unlocalized
wi00958624 - S3 - [All languages] - AACC6.2 – SP5 – CCMA: The Application name should be localized
wi00958636 - S3 - [All languages] - AACC6.2 – SP5 – CCMA - CCM: All type of default skillsets should be
localized
wi01031466 - S3 - [ZHTW] AACC6.2–CCMA-SP6-RTR: Make Display Copy-Confirmation Message -
Encoding-VAR not externalized correctly
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wi00932131 - S3 - AACC6.1_CCMA: CCM_Assignements_ Year and Month is reversed. Today isn’t
localized
wi00932133 - S3 - AACC6.1_CCMA_KO: On HR template, the display for Korean full name is wrong
wi00932134 - S3 - AACC6.1_CCMA_KO: On RTR, the display for Korean full name is wrong
wi00963713 - S3 - [All languages] - AACC6.2-CCMA – HR - RCW – Folder under Open Existing Report
isn’t localized
wi01069523 - S3 - [SP9] I18N Simplified Chinese- Trace Control The string Historical reporting is truncated
under CCMA section on Application column
wi01004254 - S3 - [All languages] AACC6.2-CCMA-SP5-RU03-MUL: Hardcode on notice message when
launching an invalid CCMM server
wi01070076 - S3 - [SP9][I18N][RU] HR_There is hardcode string in Template Name text box while saving
the report imported
wi00932240 - S3 - AACC.2_CCMA_L10N: On HR, hardcode when scheduling export to .HTM file
wi01091272 - S3 - I18N_RU_CCMA_Hardcode Server ID and hardcode Select All should be separated in
Associated Communication Manager Servers table
wi01091274 - S3 - I18N_JA_APM_Can create a report group that has the same name with a default report
group
wi01091278 - S3 - I18N_JA_CCMA_Backup_The name of a Japanese shared folder on Backup and restore
tool is displayed in unknown characters
wi01076190 - S3 - AACC6.3 SP10_CCMA_Other language options disappear on CCMA language settings
wi00865033 - S3 - AACC6.1_CCMA: CCM_Assignements_ Year and Month is reversed. Today isn’t
localized
wi01065732 - S3 - CCMA - Configuration - Historical Statistics - Error Message - Hardcoded
wi00997736 - S3 - [I18N] [ZH-CN] AML_SP5 CCMA- CCM- Can not add an agent with the properties fields
reaching of the maximum characters
wi00935936 - S3 - [All languages] - AACC6.2 - CCMA - HR – RCW: preview report isn’t localized
wi00935938 - S3 - [All languages] - AACC6.2 - CCMA - HR – RCW: Field Selection isn’t localized
wi01050988 - S3 - AML6.2 Error message contain hardcode if modifying tab in NCC server
wi01050992 - S3 - I18N multimedia template issues
wi01087038 - S3 - EN - CCMA - Scripting - Create new variable - Name format problem
wi01087055 - S3 - CCMA - (Configuration) - Multiplicity Presentation Classes - Save confirmation window -
Source
wi01026364 - S3 - [I18N] AACC6.2-SP6-HR: All skillsets is not shown after clicking List All button.
wi01093250 - S3 - I18N_CCMA_Thresholdclass_The content of new threshold class cannot display after
modify name
wi00941779 - S3 - [ES] - AACC6.2-CCMA – HR – Network Skillset Timeline - Midnight truncation
wi00941782 - S3 - [All languages] - AACC6.2 - CCMA - HR - Schedule - Hours format – singular/plural
issue
wi00983373 - S3 - [ES]AACC6.2-CCMA-SP5-RU03-RTR: On agent map, the pop-up window has a
truncated string
wi00964034 - S3 - [CHT] [DE] [PTB] [RU] [FR] - CCMM - AAAD - AACC bar - unlocalized
wi00931587 - S3 - CHT][JA]- AACC6.2-CCMA - Config – No error message display when typing an invalid
Call Presentation Classes
wi00971129 - S3 - [FR] [AML language system] AACC6.2 SP5-CCMA-CON: Truncated labels on Phoneset
Displays
wi01089063 - S3 - I18N_CCMA_Names of Contact Type on Multiplicity page are not localized
wi01089066 - S3 - I18N_CCMA_Hardcode Route_Template on Routes page is not localized
wi00987633 - S3 - [ZH-TW] AACC6.2-CCMA-SP5-RU03-HR: Hardcode issue on Config - Real Time
Template Properties report
wi00904632 - S3 - AACC.2_CCMA_L10N: On HR, hardcode when scheduling export to .HTM file
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wi01086696 - S3 - [CHS] CCMA - HR - Agent by Skillset Performance - Layout issue
wi00981156 - S3 - [All languages] AACC6.2-CCMA-SP5-RU03-CON: Some fields can input invalid
character by using language keyboard
wi00984399 - S3 - [IT] AACC6.2-CCMA-SP5-RU03-HR: Hardcode Voice on Agent efficiency by contact
type report
wi00984409 - S3 - [ES][DE][KO] AACC6.2-CCMA-SP5-RU03-HR: Hardcode “Y” on Config-Agent
Properties report
wi01067455 - S3 - [CHS][KOR][CHT][JPN] CCMA - CCM - Create new Agent in Asian name - Error
message - Hardcoded
wi00941429 - S3 - [RUS] - AACC6.3 - AMS Element Manager - Russian name of Network Connections
display incorrectly
wi00865025 - S3 - AACC6.1_CCMA: The reversed surname /firstname display on APM component
wi01079625 - S3 - CCMA (I18N) statistic settings lost in Dashboard display if locale updated
wi00999585 - S3 - [PT-BR] AACC6.2-CCMA-SP5-RU03-CON-NCC: Run Assignment now button and the
year in Start date box are truncated
wi00823254 - S3 - CCMA8 - Can not create a skillset with special characters on Japanese & Chinese
wi01086501 - S3 - EN - CCMA - RTR - Private Tabular Displays - Threshold colors - Click here to select %1
- Valiable issue
wi01039262 - S3 - [All languages] AACC6.2-CCMA-SP6-CCM: Loading tooltip is not localized on CCM
component
wi01039259 - S3 - [All languages] ACC6.2-CCMA-SP6: Appear hardcode tooltip on Connection Status
window
wi01043052 - S3 - [IT] AACC6.2-SP6-CCMA-RCW: The word “Monthly” should be displayed in one line
wi01043056 - S3 - [RU] AACC6.2-CCMA-SP6_RTR: The sort icon is showed at incorrect position
wi01038978 - S3 - [ES] AACC6.2-CCMA-SP6-HR: The string Run On Server is not shown fully on
Synchronize user imported report templates page
wi01036814 - S3 - [ZHCN] AACC6.2-SP6-CCMA-HR: String “Address” is not localized in Contact
Summary report
wi00997395 - S3 - [PT-BR][ES][JA]ACC6.2–CCMA-SP5-RU03-HR: The header information of Agent
performance report is truncated
wi01040691 - S3 - [All languages] AACC6.2-CCMA-SP6-Scripting: Hardcode tool tip Script Variables
wi01057666 - S3 - [ES] [IT] 6.2 SP7 HR RCW-The name of warning window is shown same string code
wi01097361 - S3 - [EN] CCMA - (CCM) - Agent, skillset view - Inaccessible scroll bar - Layout
wi01040799 - S3 - [All languages] AACC6.2-SP6-CCMA-Configuration: “Let Call Ring” isn’t localized
wi01036307 - S3 - [ZHCN] AACC6.2-CCMA-SP6-HR: Some information isn’t aligned in the same row or
column on Agent Performance report
wi01055183 - S3 - [All Language] AACC6.2- SP7-CCM_Hardcode tooltip-Anonymous Blind-and -Specify
Domain Account-
wi00933296 - S3 - [All languages] - AACC6.2 - CCMA - HR - Schedule - Hours format – singular/plural
issue
wi00933312 - S3 - [All languages] AACC6.2 – CCMA – RTR: The tooltips aren’t localized when applying
filters to real-time displays
wi00938827 - S3 - [All languages] AACC6.2 – CCMA – APM: Bad layout on choosing partitions for user
wi00995050 - S3 - [All languages] AACC6.2-CCMA-SP5-RU03-CCM: Schedule Events – Date and Time
format
wi01044064 - S3 - [L10N] String in RTR table at Index 91 isn't localised coresponding to the en-us column
wi00845838 - S3 - CCMA6.1 Remove skillset field from Campaign Performance, Campaign Summary report
wi01038522 - S3 - [RU][JA] ACC6.2-CCMA-SP6-OH: Appear HTML tag in Online Help of Configuration
component
wi01058355 - S3 - L10N: OAM Errors - Hardcoded Messages
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wi00872349 - S3 - AACC6.2: CCMM reports do not recognise Scheduled Callback as a form of Outbound
wi00872355 - S3 - AACC6.2: CCMM reports do not recognise Scheduled Callback as a form of Outbound
wi00872370 - S3 - 6.2 HR: The phone number data is overlapped by Process Date/Time field in Campaign
Script Results Details
wi00893823 - S3 - AACC6.2: IVR Transfered field missing from translated DNIS Statistics reports
wi00850105 - S3 - CCMA8: POB - Agent Time Summary report is displaying incorrectly
wi00845388 - S3 - AACC6.2 – The PostCallProcessing TimeOut is not appeared on the Contact Summary
report
wi00887637 - S3 - AACC6.2 – The PostCallProcessing TimeOut is not appeared on the Contact Summary
report
wi00847407 - S3 - 6.2 HR: The phone number data is overlapped by Process Date/Time field in Campaign
Script Results Details
wi01037301 - S3 - [DE] AACC6.2–CCMA-SP6-HR: Some strings in Configuration report are hardcode
wi00850117 - S3 - CCMA8-HR: Invalid value displays on the left pane of sub-report
wi00883080 - S3 - L10N_GER_CCMA7.0: The distance between the characters in the popup message in SCE
is inconsistent
wi00981664 - S3 - [All languages] AACC6.2-CCMA-SP5-RU03-Online Help: The string “Report Create
Wizard” in the online help isn’t localized
wi01040378 - S3 - [I18N] [ZH_TW] AML_6.3_CCMA _Configuration The webpage is error when launching
Phoneset Displays and cannot update displaying for phoneset
wi00982850 - S3 - [RU][IT] AACC6.2-CCMA-SP5-RU03-Online Help: The string “Call recording and
Qualify monitoring” in the online help isn’t localized
wi01093317 - S3 - AACC 6.4: Asian language characters do not appear on exported Crosstab reports
wi01039953 - S4 - [ZHCN] AACC6.2–CCMA-SP6-CCM: Manage agent profiles - Manage Templates -
Submit Button - Layout issue
wi01039251 - S4 - [All languages] AACC6.2-CCMA-SP6-CCM: Missing some languages on SCT tool excel
file
wi01086697 - S4 - [CHS] CCMA - HR - Agent by Address - Layout issue
wi00992335 - S4 - [Enhancement] AACC6.2-CCMA-SP5-RU03-RTR: Error on private display with extended
character name when changing the IE language to English
wi01039719 - S4 - [DE][RU][PT] AACC6.2-SP6-CCMA-HR: Can’t launch RCW imported file with
maximum characters on Title and Comment
wi00995000 - S4 - [All languages] AACC6.2-CCMA-SP5-RU03: About Avaya online link leads to US
website
12.2. For CCMM
French
wi00795200 - S3 - AAAD8: There does not have a error message when add an invalid email on AAAD
wi00962101 - S3 - [FR] AACC_6.2_SP4_OCMT: Message “Outbound Number Barred” is hardcode when
pull an outbound contact.
wi00855354 - S3 - AACC6.1_OCMT: Importing Call Data from ODBC cannot recognize values properly
wi01074283 - S3 - [SP9-FR] SIP CM6.x–Some string when initiating and transferring a webchat are not
localized
wi01060023 - S4 - L10N_FR_Contact radio button is truncated on AAAD
German
wi00860290 - S3 - AACC6.1: Take Ownership button is truncated
wi01060633 - S4 - [DE] AACC6.2 SP7 AAAD Send button is smaller than Cancel button when agent receive
WC
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Latin Spanish
wi01058701 - S3 - [ES] AACC6.2 SP7 AAAD Alert icon is truncated when agent transfer the call without
filling call number
Brazilian Portuguese
wi00965751 - S3 - 6.2_ L10N_SIP_AAAD_Hardcode error message: 'the contact retrieve request was refused'
when attempt to pull contacts pass the MPC value limit
wi00961060 - S3 - L10N_BR_PT_SIP_OCMT_title in Time zone tab of Call Setting is truncated
wi00857195 - S3 - AACCMM6.1: Hardcode "General Settings" is truncated.
wi00962124 - S3 - [PT] 6.2_SIP_L10N_OCMT_ Custom Field with single quotation marks name is not
recorded in Campaign
Japanese
wi01057661 - S3 - L10N_JA_OCMT_ Hardcode appears on OCMT Modify Campaign Status window
wi00984706 - S3 - [JA]AACC6.2-CCMM-SP5-RU03-OH-OCMT: “Working with disposition code” section
is not fully localized.
wi01057659 - S3 - L10N_JA_AAAD_The message at AAAD Status bar is not localized.
Korean
wi00927213 - S3 - [KO][JA] OCMT Export Wizard pop-up message appears in EN.
wi00867788 - S3 - AACC6.1 CCMM The display for Korean full name is wrong order in AAAD and OCMT
Russian
wi00857477 - S3 - AACC6.1_AAAD: Truncated Consult button on WC Xtrasfer and Conference
wi00960534 - S3 - [RU] L10N AML AACC_6.2_SP4_AAAD: Truncated on Skillset dropdown list when
creating email
wi00960905 - S3 - [RU] L10N AML AACC_6.2_SP4_AAAD: “Finished” message is hardcode when closing
a MM contact
wi00857320 - S3 - AACC6.1:Campaign History is truncated
wi00864462 - S3 - AACC6.1:Campaign History is truncated
Simplified Chinese
wi00795292 - S4 - OCMT8: Welcome page is in wrong format
Traditional Chinese
wi01059415 - S3 - L10N_SP7_OCMT _ Have a strange frame on OCMT windows
wi01057053 - S3 - L10N_SP7_AAAD _ The strange frame is appeared on the Customer Search windows
Internationalization issues or common across all languages and require a base fix
wi00992777 - S3 - [All] AACC6.2_SP5_RU03: Retry and Cancel button keep being localized after removing
language pack.
wi00996007 - S3 - I18N AACC62_CCMM_SP5_RU3: Multimedia contact isn’t routed to AAAD if the route
point name contains double byte character
wi00994982 - S3 - [KO]AACC62_CCMM_SP5_RU03: Missing Conference button on AAAD when resizing
AAAD window
wi01038530 - S3 - [FR][ES][ZHTW] AACC6.2–CCMM-SP6-OCMT: On OCMT, Campaign status “Not
loaded “should be localized
wi01093611 - S3 - I18N_ZH-CN_CCMS_Hardcode on notice message after add a certificate for MBT system
is truncated
33
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wi01095337 - S3 - AAAD - Transfer - User Tab - Layout Issue
wi01095360 - S3 - [ESO] AAAD - Receiving a call - Incoming call from XXX - Truncation
wi00868148 - S3 - AACCMM6.1: Hardcode appears on Spell Check window/About Tabar
wi01066397 - S3 - CCMM - AAAD - Email - This {0} contact is currently being replied to - Missing variable
value
wi01066403 - S3 - [PTB] - CCMM - AAAD - Login - Layout Issue
wi01066419 - S3 - CCMM - AAAD - Outbond contact - Accept - HARDCODED
wi01066424 - S3 - CCMM - AAAD - "No Customer Selected" pop up message not displayed -
HARDCODED
wi01066428 - S3 - CCMM - AAAD/Elite - Login Screen - tooltips - HARDCODED
wi01030707 - S3 - [All] AACC62_CCMM_SP6_Expert string is not localize.
wi00864878 - S3 - NGCCMM1.0: Server Time is truncated
wi01097389 - S3 - CCMM - AAAD - Pull contact from two agents - Close all - status bar - NOT externalized
wi00984386 - S3 - [FRA] CCMM (AAAD) Agent Desktop Profile (Login): unlocalized strings
wi00984388 - S3 - [CHT] AAAD - Outbound Call - Outbound Unlocalized in status bar
wi00864924 - S3 - AACC6.1_AAAD: Truncated Consult button on WC Xtrasfer and Conference
wi01029561 - S3 - [KO] AACC62_CCMM_SP6_Contact name is not localized when closing MM contact on
AAAD toolbar.
wi01066082 - S3 - CCMM AAAD - Email - CC - To, CC , Bcc buttons - Truncation
wi01066090 - S3 - CCMM - AAAD - Pop up - Selection Error - HARDCODED
wi01066094 - S3 - CCMM - AAAD - Add a contact window - Hardcodedcar
wi01066580 - S3 - [DEU] - CCMM - AAAD/Elite - Login Screen - Skip - Truncation
wi01066588 - S3 - [DEU] - CCMM - AAAD/Elite - Login/Logout Progress Screen - truncation
wi00794391 - S3 - i18N: Images to be removed from CCMM OLH
wi01030404 - S3 - [ZHCN] AACC6.2–CCMM-SP6-AAAD: Error message is not localize when choosing
schedule callback button.
wi00796098 - S3 - AAAD - I18N: Voice skillset with Russian chars in name is displayed incorrectly
wi01067087 - S3 - CCMM - AAAD/Elite - Initiate a call - Active - Hardcoded
wi01066671 - S3 - [RUS] CCMM - OCMT - Downloading screen - layout
wi01066687 - S3 - [DEU] - CCMM - AAAD/Elite - VuStats - Save Settings - Truncation
wi01066691 - S3 - [ESO][CHS][FRA] - AAAD - pop up message - "Unable to reconnect - no response from
CCT" - change of EN requested
wi00886545 - S3 - I18N - AACC6.2 - AAAD – SIP: Incoming email with unsupported inline attachments not
display properly
wi00856053 - S3 - AACC6.1:Table border is missing at OCMT main page
wi01066695 - S3 - AAAD/Elite - Transfer a call - Enter Value - hardcoded
wi01066698 - S3 - AAAD/Elite - VuStats - Split/Skill 1 not measured - HARDCODED
wi01078458 - S3 - CCMM - AAAD/Elite - Disconnect while on a call - Cancel button hardcoded
wi00863218 - S3 - AACCMM6.1: Hardcode "Call Offered" and "Call Waiting" show program code on
AAAD/Web statistic.n
wi01066729 - S3 - CCMM - AAAD - Email - Email without the attachment - Misleading Error Message
wi01066753 - S3 - [CHS][KOR] CCMM - OCMT - Broken line - Layout
wi01086731 - S3 - [KOR][FRA] AAAD - Auto-Suggestion window - No closing button
wi01029923 - S3 - [ES] AACC6.2-SP6-CCMM-AAAD: The message is not localized when trying to attach
an un-existed file on email
wi01095320 - S3 - OCMT - Modify Campaign - Campaign Summary- Trunck access code and prefix -
Inconsistency
wi01082955 - S3 - Logged In Time is truncated on German system
wi00864474 - S3 - AACC6.1:Table border is missing at OCMT main page
wi01086477 - S3 - WK - [CHS][KOR][JPN][CHT] AAAD - Name Order - Local Format
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wi00795379 - S3 - L10N_JA_Pseudo: Hardcodes on AAAD/Statistic are not localized
wi00962924 - S3 - [FR] AACC_6.2_SP4_AAAD: Message “DTMF failed” is hardcode when dial by DTMF
wi00860302 - S3 - AACCMM6.1: Hardcode "Call Offered" and "Call Waiting" show program code on
AAAD/Web statistic.
wi00933248 - S3 - [ALL] CCMM - AAAD - Contacts Presence_Add a Contact window - Unlocalized
wi00933260 - S3 - [All languages] CCMM - (AAAD) - IM Conversation window - unlocalized
wi00857188 - S3 - AACCMM6.1: Hardcodes on AAAD/Web Statistic are not localized
wi01086828 - S3 - CCMM - AAAD - About - All rights reserved - hardcoded
wi00878937 - S3 - CCMM_AACC6.2: Hardcode Table is not localized on CCAD
wi00932461 - S3 - [All languages] - CCMM - (AAAD) - EM Out 1- Style drop-down menu options -
unlocalized
wi01032168 - S3 - [DEU] (AAAD) - Max Open Duration Exceeded - truncation
wi01032172 - S3 - [CHT] CCMM-AAAD-Login-User Credentials-Truncation Issue
wi00935562 - S3 - [CHS] -CCMM-OCMT- Call Settings/Call Data Table bar- truncation
wi00935576 - S3 - [ALL] - CCMM - (AAAD) - presence tooltip - unlocalized
wi01043742 - S3 - [JA] AACC6.2-SP6-CCMM-AAAD: The Cancel button is truncated when receiving IM
contact
wi00927211 - S3 - I18N - CCAD - Default Dictionaries are required for new languages -Phase 2 Langs
wi00836670 - S3 - NGCCMA: Wrong name order
wi00942693 - S3 - [DEU] [PTB] - CCMM - (OCMT) - Agent Script - GUIComponent drop-down list -
truncation
wi00936290 - S3 - [RUS] - CCMM - (OCMT) - Contact Center Outbound - Progress and results – typo
wi00980062 - S3 - [FR][DE]AACC62_CCMM_SP5: Disposition Code on AAAD/Contact Search page are
not localized
wi01038572 - S3 - [ZHTW] AACC6.2-SP6-CCMM-AAAD: The format bar in Email configuration is
disappear on Multimedia
wi00926820 - S3 - [DEU] [ITA] [RUS] - CCMM - (AAAD) - Context menu - unlocalized
wi00897538 - S3 - AACC6.2_CCMM: Hardcode Completed on AAAD/Contact detail page is not localized
wi00942738 - S3 - [RUS] - CCMM - (OCMT) - Create & Append - Call settings – "Timezone" tab - word
ordert
wi01095340 - S3 - [CHS] OCMT- Progress and Results-Disposition Codes Chart- Truncation
wi01095357 - S3 - INSTALLER - CCMM - AAAD - Launching Agent Desktop from Web UI doesn't work -
Functional
wi00942795 - S3 - [RUS] - CCMM - (OCMT) - Contact Center Outbound - Progress and results – typo
wi00942787 - S3 - [CHS] -CCMM-OCMT- Call Settings/Call Data Table bar- truncation
wi01026376 - S3 - [All languages] AACC6.2-CCMA-SP6-CON: Hardcode on CCMM Multimedia Templates
wi00984397 - S3 - [RUS][ITA][DEU][JPN][KOR][CHT] CCMM - OCMT - Vertical toolbar on the left - bad
linebreak - layout
wi00928152 - S3 - CCMM6.2 [All languages] In the User settings/Statistics tab, "Skillset Data" is not
localized
wi00984366 - S3 - [CHT] CCMM – AAAD – Phonebook – Truncation issue
wi01097402 - S3 - EN - CCMM - (AAAD) - Agent Statistics - Buttons slip under text when resizing window
column smaller - Layout
wi01031876 - S3 - [FR] AACC6.2-SP6-CCMM-OCMT: The information in Import from Table is truncated
when user import from ODBC
wi01031891 - S3 - [ITA][JPN7/23] AAAD - Search contact - Pull contact - Error message partly in English
wi01032587 - S3 - [CHT][CHS] CCMM-AAAD-Transfer Email-Corrupted text
wi00958746 - S3 - [DE][FR]AACC62_SP5_CCMM: Hardcode "Schedule Callback" on AAAD is not
localized
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wi00997788 - S3 - [CHT][PT][FR][RU][KO][CH][JA][IT] AAAD – Contacts Presences - Unlocalized error
message
wi00932804 - S3 - [DEU] [PTB] - CCMM - (OCMT) - Agent Script - GUIComponent drop-down list -
truncation
wi00935226 - S3 - [RUS] - CCMM - (OCMT) - Create & Append - Call settings – "Timezone" tab - word
ordert
wi00795084 - S3 - i18n - CCAD Email editor needs ability to be locaised into many languages.
wi00935173 - S3 - [JA] CCMM - GUI - AAAD - Help About – Truncation
wi01043419 - S3 - [RU][IT][PTBR] AACC6.2-CCMM-SP6-AAAD: Auto suggestion close icon is disappear
on AAAD.
wi00935206 - S3 - [RUS] - CCMM - (OCMT) - Create and append/Campaign settings - Verifying - word
order
wi00863178 - S3 - AACCMM6.1: Hardcodes on AAAD/Web Statistic are not localized
wi00984773 - S3 - [RUS][DEU][FRA][ITA] OCMT Comma-separated values is not possible
wi01029932 - S3 - [ZH-TW] AACC62_CCMM_SP6_ Warning message pop up unexpected in CCMM web
admin
wi01030027 - S3 - AACC6.2–CCMM-SP6-[All]-Outbound: The error message is not localized when user
exports data without campaign.
wi00934327 - S3 - [PTB] - CCMM - (OCMT) - Create & Append – Call Settings - Customer Match - Layout
wi00864442 - S3 - AACCMM6.1: Hardcode "General Settings" is truncated.
wi00797361 - S3 - NGCCMM1.0: Server Time is truncated
wi00811989 - S3 - i18n - CCAD Email editor needs ability to be locaised into many languages.
wi00857176 - S3 - NGCCMM1.0: Server Time is truncated
wi00932511 - S3 - [ES] [DE] [IT] [RU] [JA] - CCMM - (AAAD) - N/R reason code - truncation
wi00980065 - S3 - [FR][DE] AACC62_CCMM_SP5: Hardcode "Error" and "Problem" is not localized when
add a duplicate customer email on AAAD
wi00983464 - S3 - [PTB][ESO] CCMM - AAAD - Handling Voice Calls - string not localized
wi00856771 - S3 - AACCMM6.1: Hardcodes on Edit Customer Email window are not localized
wi00863286 - S3 - AACCMM6.1: Hardcodes on Edit Customer Email window are not localized
wi01004170 - S3 - [DE] [FR][RU] AACC62_CCMM_SP5_RU03_ Ignore and Quit buttons are missing in
warning message when CCT server is shutdown suddenly
wi01066417 - S3 - [DEU] - CCMM - AAAD - pop up message - Operation Failure Exception from CCT
connect - HARDCODED
wi01032220 - S4 - [All] CCMM - (AAAD) - Rename tab with long text/extended characters/spaces - no error
message
wi01040330 - S4 - [ZHCN] CCMM - (AAAD) - Login - Presence Tab - Layout Issue
wi00984287 - S4 - [JA][ES]CCMM - AAAD - Customer Details_Hisotry_ Expanded attachement icon -
Layout
wi00934409 - S4 - [All languages] CCMM AAAD - Insert image in e-mail - solid - unlocalizedt
wi00932442 - S4 - [FRA] CCMM - AAAD - Customer Search - Phone number - truncation
wi01040686 - S4 - [All] AACC6.2-SP6-CCMM-AAAD: The error message is not localized.
wi01097404 - S4 - [ENG] SOURCE ISSUE - CCMM - AAAD - open same email from two agents & close
the AAAD while contact is open - Waning message - Open Contact & Contact Open - inconsistency
wi01032672 - S4 - [ESO][DEU][CHS][PTB][ALL][FRA23][KOR23/7][ITA] CCMM - AAAD - Re-open
closed contact - Unlocalized (unexternalized) string
wi00935130 - S4 - [DEU][ESO] [PTB] - CCMM - (OCMT) - Create & Append – Date & Time - Layout
wi00935134 - S4 - CCMM62 - DE- Space before comma between week day and date
wi00984414 - S4 - [DEU][FRA] CCMM (OCMT) Modify campaign, Campaign summary at: bad sentence
structure
wi00942710 - S4 - [DEU][ESO] [PTB] - CCMM - (OCMT) - Create & Append – Date & Time - Layout
36
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wi01056874 - S4 - AACC6.2 SP7 AAAD_On AAAD, there is an odd line on the conference and transfer
dialog
wi00942722 - S4 - CCMM62 - DE- Space before comma between week day and date
37
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