oa 7.1.6 release notes - support.avaya.com

Operational Analyst 7.1.6 Release Notes Introduction The Operational Analyst 7.1.6 Release Notes provides information such as known defects, defects fixed in this release, OA operational hints, and required documentation changes.

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

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

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http://support.avaya.com/

Contents Operational Analyst functionality............................................................................................................................................... 4 Introducing OA 7.1.6................................................................................................................................................................. 5

New and updated features of OA 7.1.6.............................................................................................................................. 6 Daylight Saving Time changes .......................................................................................................................................... 6 CORBA infrastructure change ........................................................................................................................................... 6 OA 7.1.6 Client and Server considerations........................................................................................................................ 6 OA 7.1.6 software and customer documentation availability ............................................................................................. 6 OA upgrade paths.............................................................................................................................................................. 7 OA 7.1.6 interoperability with Interaction Center ............................................................................................................... 9 OA 7.1.6 interoperability with Call Management System................................................................................................. 10

OA 7.1.6 hardware and software requirements ...................................................................................................................... 11 OA 7.1.6 hardware requirements..................................................................................................................................... 11 OA 7.1.6 Software Requirements .................................................................................................................................... 11

Special notice about Windows Server 2003 SP1.................................................................................................................... 20 Upgrading to OA 7.1.6 ............................................................................................................................................................ 21

Obtaining a license key.................................................................................................................................................... 23 Uninstall TimesTen.......................................................................................................................................................... 24

Recovering from a failed upgrade........................................................................................................................................... 26 Choosing the appropriate recovery procedure................................................................................................................. 26 Historical server recovery procedure ............................................................................................................................... 26 Non-Historical server recovery procedure ....................................................................................................................... 27

Installing OA 7.1.6 .................................................................................................................................................................. 28 Cross-domain authentication .................................................................................................................................................. 29 Fixed Work Item in OA 7.1.6................................................................................................................................................... 30 Known defects in OA 7.1.6 ..................................................................................................................................................... 31

Installation ....................................................................................................................................................................... 31 Data content .................................................................................................................................................................... 34 Basic Reports .................................................................................................................................................................. 37 Real-time ......................................................................................................................................................................... 39 Tabular reports ................................................................................................................................................................ 40 Documentation ................................................................................................................................................................ 40 Miscellaneous.................................................................................................................................................................. 45

Hints and tips .......................................................................................................................................................................... 49 Installation ....................................................................................................................................................................... 49 Administration client......................................................................................................................................................... 51


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Data content .................................................................................................................................................................... 51 Reports ............................................................................................................................................................................ 53 Historical.......................................................................................................................................................................... 53 Miscellaneous.................................................................................................................................................................. 54

Appendix A: Cross-domain authentication .............................................................................................................................. 55 Appendix B: CMS upgrade issues .......................................................................................................................................... 57 Customer documentation........................................................................................................................................................ 60


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Operational Analyst functionality Avaya Operational Analyst (OA) is the data collection and decision support system for Avaya Interaction Center (IC) and Avaya Call Management System (CMS).

The OA data collection system:

• Collects IC real-time events and processes them into summarized real-time and historical data.

• Collects CMS summarized interval data and External Call History (ECH) data from CMS systems and stores the data in the central OA database.

The OA decision support system utilizes the stored real-time and historical data to report on most aspects of your contact center operation through:

• OA Basic Reports, tabular and 3D graphical reports that provide data visibility and analysis, enabling contact center supervisors to efficiently manage agent activities and to verify that the system is achieving service level goals across all channels.

• OA Advanced Reports, Cognos-based reports that provide historical analysis on each Interaction Center channel and provide reporting for the IC Business Applications.

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


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Introducing OA 7.1.6 The OA 7.1.6 is a maintenance release upgrade to OA 7.1.

This section includes the following topics:

• New and updated features of OA 7.1.6

• Daylight Saving Time changes

• CORBA infrastructure change

• OA 7.1.6 Client and Server considerations

• OA 7.1.6 software and customer documentation availability

• OA upgrade paths

• OA 7.1.6 interoperability with Interaction Center

• OA 7.1.6 interoperability with Call Management System

Important: OA 7.1.6 can be installed as an upgrade to OA 7.1.5 or as a new install of OA. If you are upgrading from a previous version of OA, see Upgrading to OA 7.1.6. If you are installing OA for the first time, see Installing OA 7.1.6


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New and updated features of OA 7.1.6 OA 7.1.6 provides the following new features:

Solaris 10 support OA 7.1.6 provides support for Solaris 10.

To run stumbras on Solaris 10, install Sun ONE Web Server 6.1 SP10 on Solaris 10.

You need to change the permission of the start file located at <Sun WebSphere Root>/ https-stumbras. Enter the following command to change the permission:

chmod 750 start

Cross-domain authentication

Cross-domain authentication provides graded authentication that lets users from different domains access and execute reports. Cross-domain authentication is useful especially when users from different domains within the same organization want to access and execute OA basic and tabular reports. OA 7.1.6 adds support for cross-domain authentication.

For more information on cross-domain authentication in OA, see Appendix A: Cross-domain authentication.

Vista Support OA 7.1.6 provides Windows Vista support for OA Report Client with Internet Explorer version 7.0.

Product interoperability OA 7.1.6 is interoperable with the following:

1. Interaction Center 7.1.6 and Interaction Center 7.1.5

2. CMS R12, R13, R13.1, R14 and R15

Daylight Saving Time changes For CMS, OA 7.1.6 supports Daylight Saving Time globally and for Interaction Center, OA 7.1.6 supports Daylight Saving Time only for U.S. and Australia.

Note: This change is applicable for those locations affected by the 2007 DST policy change.

Platform considerations The major OS vendors have already released patches to support the DST 2007 policy changes.

OA customers must upgrade their OS versions with the required DST 2007 compliant patches from the respective OS vendor's Web sites.

Note: If the OS patches are not applied correctly, the data displayed in the OA reports will be incorrect.

CORBA infrastructure change OA 7.1.6 includes generic CORBA infrastructure change that converts C++ naming services to Java based naming services.

OA 7.1.6 Client and Server considerations OA 7.1.6 adds support for the two Reporting Client JRE versions (JRE 1.4.2_12 and JRE 1.5.0_06) that contain the DST changes 2007.

OA 7.1.6 software and customer documentation availability OA 7.1.6 software and customer documentation must be downloaded from the Avaya support site at: http://support.avaya.com


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OA upgrade paths The upgrade paths for OA are depicted in the following illustration. The arrows in the illustration represent single OA upgrade steps. Upgrades between two given OA releases are supported only if an arrow directly connects the symbols representing those releases.

CAUTION: If you are upgrading to OA 7.1.6 from OA 7.0, you must first upgrade to OA 7.1.2. OA does not support direct upgrade from OA 7.0 to OA 7.1.6. Additionally, OA does not support direct upgrade from OA 7.0.4 or OA 7.1 to OA 7.1.6. However, OA supports direct upgrade from OA 7.1.5 to OA 7.1.6.


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The following table describes the Avaya-certified interoperability of Operational Analyst (OA) and Interaction Center (IC) releases:

OA 7.1.6 interoperability with Interaction Center OA

6.1.3 OA 6.1.3 SP1

OA 6.1.3 SP2

OA 7.0

OA 7.0.1

OA 7.0.2

OA 7.0.3

OA 7.0.4

OA 7.0.5

OA 7.1

OA 7.1.1

OA 7.1.2

OA 7.1.3

OA 7.1.4

OA 7.1.5

OA 7.1.6

IC 6.1.3

IC 6.1.4

IC 6.1.5

IC 7.0

IC 7.0.1

IC 7.0.2

IC 7.0.3

IC 7.0.4

IC 7.0.5

IC 7.1

IC 7.1.1

IC 7.1.2

IC 7.1.3

IC 7.1.4


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IC 7.1.5

IC 7.1.6

The following table shows the interoperability of recent releases of OA with recent releases of CMS:

OA 7.1.6 interoperability with Call Management System OA 6.1.3

and OA 6.1.3 SP1

OA 6.1.3 SP2 OA 7.0 and OA

7.0.1

OA 7.0.2

OA 7.0.3

OA 7.0.4

OA 7.1

OA 7.1.1

OA 7.1.2

OA 7.1.3

OA 7.1.4

OA 7.1.5

OA 7.1.6

CMS 121

CMS 13

Non-expanded AUX Codes only

CMS 13.1

Non-expanded AUX Codes only

CMS 14

CMS 15

1. In order for OA 7.1.6 to install, the CMS R12 version must have Solaris patch 111711-11 or higher installed.


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OA 7.1.6 hardware and software requirements This section provides an overview of the updated OA 7.1.6 hardware and software requirements. The information presented here updates the complete hardware and software requirements described in Operational Analyst 7.1 Installation Planning and Prerequisites.

Note: All documents referring to Operational Analyst 7.1 apply equally to Operational Analyst 7.1.6.

OA 7.1.6 hardware requirements This section describes the minimum hardware required on client machines to install the OA client software and provides contact information where you can receive assistance when sizing servers for OA configurations.

• Client PC minimum hardware requirements

• Server machine hardware requirements

Client PC minimum hardware requirements The following table lists the minimum hardware requirements for a desktop PC, running OA reports or using the Administration client:

Component Minimum requirement CPU Intel-compatible 233 MHz

RAM 256 MB Video A graphics adapter capable of displaying 1024 x 768

pixels and 32,768 colors, with at least 8 MB of on-board RAM, and supporting 3D OpenGL acceleration. The latest driver version specifically issued for the video adapter (not the Microsoft version) must be used.

Virtual memory 700 MB allocated to the paging file

Free disk space 50 MB

Server machine hardware requirements The hardware requirements for servers depend upon the deployment of an Avaya OA system, the volume of contacts in the contact center, and performance requirements. For assistance in sizing with OA configuration, contact your Avaya representative or Avaya Business Partner representative.

Note: When OA-related software is being installed on Avaya IC machines, the machine must support the minimum requirements for Avaya IC as defined in Avaya Interaction Center Release 7.1 Installation Planning and Prerequisites.

OA 7.1.6 Software Requirements This section describes the software that must be installed on the client server machines before you install the Avaya OA software.


• Client software requirements

• Server software requirements


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Client software requirements The following table lists the minimum software requirements for a desktop PC running OA reports or using the Administration client:

Component Minimum requirement

Operating system1

Windows 2000 Professional, SP4 or Windows XP Professional (32-bit), SP2 or Windows Vista Business edition

Web browser Internet Explorer 5.5 SP2 or later (for Windows 2000) or Internet Explorer 6.0 (for Windows XP) or Internet Explorer 7.0 (for Windows Vista Business edition)

JRE 2 Java Runtime Environment 1.4.2_12 or Java Runtime Environment 1.5.0_06 (Reporting Client only)

1. You cannot install and operate OA client software (Administration client or

the Report client) on a Windows Server 2003 server.

2. Avaya warns that OA 7.1.6 does not work with versions of JRE other than

those versions specifically listed here.

CAUTION: Do not install the Report client software on an Avaya OA or an Avaya IC server machine. Running reports on a server machine can adversely affect the performance of the server.

Server software requirements This section outlines the generic software requirements for OA components. For an installation that includes Avaya IC and OA, OA processes and analyzes the data provided by Avaya IC. You must install Avaya IC on your network before you install OA. In addition to Avaya IC, OA requires that other licensed (third-party) system-level software programs must be installed prior to installing OA. Avaya IC components and licensed system-level supporting software packages are available on separate distribution media. The OA distribution media includes internally developed components and associated software. You must purchase all non-Avaya software separately from OA software except for software that is bundled with OA.

The following sections detail the OA software infrastructure required for each OA subsystem or client package. The version numbers associated with the supporting applications are specific to this release of OA.

Note: Software patch and service pack releases are often "cumulative", meaning that the contents of earlier patches and service packs are included in later patches and service packs. Any patch or service pack requirements specified in this section state the earliest required level of that software. If your installation includes a later patch or service pack, verify with the software supplier that the earlier level is included in the installed service pack.


• Software required for the historical database and Historical subsystem servers


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• Software required for Real-time servers

• Software required for report servers

• Software required for Source-CMS collection subsystem

• Software required for Source-EC (Event Collector) collection subsystem

• Software required for Source-EC Bridge (Event Collector Bridge) collection subsystem

Software required for the historical database and Historical subsystem servers The software required for machines with the historical database and the Historical subsystem depends on whether:

• The server machine has the historical database co resident on the same machine with the Historical subsystem (Historical subsystem co resident with the historical database), or

• The historical database is on a dedicated (back-end) machine and the Historical subsystem is on a separate machine with other OA software (Historical subsystem not coresident with the historical database).

As OA 7.1.6 supports only certain combinations of operating systems and databases, these combinations are explained in Supported database management systems.

Important: The historical database cannot be coresident with any Avaya IC components. You can install only OA components, typically the Historical subsystem, on the server where the historical database is installed.

Historical subsystem co resident with the historical database The following table lists the software required on a server machine when the historical database is co resident on the same machine with the Historical subsystem:

Important: See Supported database management systems for allowable operating system and database combinations.

Component Windows Solaris AIX

Operating system Windows Server 2003 (Standard or Enterprise Edition)1 or Windows Server 2003 R2

Solaris 9 with Patch 111711-11 or later Solaris 10

AIX 5.2 Maintenance level 8 or greater or Maintenance level 4 with filesets bos.rte.libc.5.3.0.40 and bos.adt.prof.5.3.0.40 AIX 5.2L Maintenance Level 4 with fileset xlc.rte.aix50.may2005.ptf or AIX 5.3 with fileset xlc.rte.aix50.may2005.ptf

Time synchronization utility

For time synchronization software requirements, see Appendix A: Time synchronization in Operational Analyst 7.1 Installation Planning and Prerequisites.


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Historical database Microsoft SQL Server 2000 SP3a (Standard or Enterprise Edition,32-bit version) or Microsoft SQL Server 2005 (Standard or Enterprise Edition,32-bit version) or Oracle 9.2.0 Patch 4.0 (Standard or Enterprise Edition, 32-bit version) or Oracle 10g

Oracle 9i (32 bit) or Oracle 10g (64 bit)

IBM DB2 8.1, FP5 Enterprise Edition (32-bitversion)2

1. OA 7.1.6 supports Windows Server 2003 SP1 on either Standard or Enterprise edition with the SYN attack workaround. For details see Special notice about Windows Server 2003 SP1.

2. IBM DB2 8.2 Enterprise Edition 32-bit and 64-bit versions are not supported in this configuration.

Historical subsystem not coresident with the historical database The following table lists the software required on a server machine when the historical database is not coresident on the same machine with the Historical subsystem (that is, the historical database is located on a dedicated, back-end database server machine):

Important: See Supported database management systems for allowable operating system and database combinations.








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Historical database Microsoft SQL Server 2000 SP3a client (Standard or Enterprise Edition, 32-bit version)or Oracle 9.2.0 Patch 4.0 client (Standard or Enterprise Edition, 32-bitversion) or Microsoft SQL Server 2005 (Standard or Enterprise Edition, 32-bitversion) or Oracle 10g

Oracle 9i (32 bit) or Oracle 10g (64 bit)

IBM DB2 8.1, client Enterprise Edition (32-bitversion) or IBM DB2 8.2 client Enterprise Edition (32-bitversion)


Supported database management systems The following table describes the operating system required for each supported database management system:

Database management system Server operating system1 Windows Windows Oracle DB2

SQL 2000 SQL 2005 9i 10g2 Version 8.1 Version 8.2

Windows 2003

Yes Yes Yes 10gClient (32 bit)3

No No

Windows 2003 R2

Yes Yes Yes Yes No No

Solaris 9 No No 9i Client Yes No No

Solaris 10 No No Yes Yes No No

AIX 5.2L No No No No Yes Yes

AIX 5.3 No No No No Yes Yes

1. This column identifies the operating system on all servers hosting OA application software. If the database itself is running on a server separate from any OA software, that server can run any operating system supported by the database vendor.

2. On Oracle 10g back-end (64 bit) database instance, Windows Oracle 10g will need to be 32-bit version.


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3. On Windows Oracle 10g (32 bit) client installation, Administrator version is required for proper communication to Oracle 10g (64 bit).

Software required for Real-time servers The following table lists the software required on real-time server machines when using the Real-time subsystem:


Operating system

Windows Server 2003 (Standard or Enterprise Edition)1 or Windows Server 2003 R2





Real-time database

TimesTen 5.1.34 Real-time Database (embedded with OA software)




Software required for report servers This section provides the software required for report server machines, both Basic and Tabular Report servers and Advanced Report servers.


• Basic Report and Tabular Report server

• Advanced Report server

Basic Report and Tabular Report server The following table lists the software required on Basic Report server machines when using the Report subsystem:

Component Windows1 Solaris AIX


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Web server Microsoft IIS 6.0 for Windows 2003 (must be installed separately from the OS) or Microsoft IIS 5.0 for Windows 2000 (installed when the OS is installed)

Sun Java System Web Server 6.1 SP1

IBM WebSphere Application Server 6.0with appropriate 32 bit or64 bit update (ca142-20060824/ca64142-20060824 or later) which includes IBM HTTP Server 6.0

1. Accessing reports using a Web browser on a Windows server is not supported. You must access the reports from a client PC.


Advanced Report server The following table lists the software required on Advanced Report server machines when using the Advanced Report subsystem:

Note: The Advanced Report subsystem can be installed only on machines with Windows server operating system. The Advanced Report subsystem is not supported on Solaris platforms or AIX platforms.

Component1 Windows

Operating system

Windows Server 2003 (Standard or Enterprise Edition)2 or Windows Server 2003 R2


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Browser (optional)3

Internet Explorer 6.0 with JavaScript enabled or Internet Explorer 7.0

Cognos PowerPlay Transformation Server, Enterprise or Standard edition, Version 7.3, MR1

Cognos Impromptu Administrator, Enterprise or Standard edition, Version 7.3, MR14

Cognos Impromptu Web Reports for Windows, Enterprise or Standard edition, Version 7.1, MR1 (optional)2

Cognos software

Cognos PowerPlay Enterprise Server, Enterprise or Standard edition, Version 7.3, MR1 (optional)3 4

1. This table shows the minimum requirements known at the time of publication for software used to support the Cognos software. For the latest requirements, see http://support.cognos.com/ support/products/software_environments.html.


3. Required only when Web support is needed.

4. To support multibyte report data in OA 7.1 for languages that are not supported by Impromptu Administrator Version 7.1, install the proper localized multibyte version of Impromptu Administrator Version 6.2. If the language you need is still not available in Version 6.2, install the multibyte English version. Note that Impromptu Administrator 6.2 will not support an Oracle 9i database.

Software required for Source-CMS collection subsystem The following table lists the software required for Avaya CMS server machines (Solaris only) when OA is used to collect data from the CMS:

Component1 Solaris

Operating system

Solaris 9 (CMS R12, CMS R13, CMS R13.1, and CMS R14) Solaris 10 (CMS R15)

Software required for Source-EC (Event Collector) collection subsystem The following table lists the software required when the Source-EC (Event Collector) subsystem is installed on an Avaya IC machine:



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Software required for Source-EC Bridge (Event Collector Bridge) collection subsystem The following table lists the software required when the Source-EC Bridge (Event Collector Bridge) subsystem is installed on an Avaya IC machine where Avaya Business Advocate is already installed:

Note: You can only install the Source-EC Bridge subsystem on machines with Windows server operating system. The Source-EC Bridge is not supported on Solaris platforms or AIX platforms.

Component Windows

Operating system Windows Server 2003 (Standard or Enterprise Edition)1(DST 2007 compliant) or Windows Server 2003 R2

XML parser Microsoft XML Parser Version 3.0 SP1 or later2

Time synchronization utility For time synchronization software requirements, see Appendix A: Time synchronization in Operational Analyst 7.1 Installation Planning and Prerequisites.


2. The required XML Parser is provided automatically when Internet Explorer 6.0 SP1 is installed on the server.


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Special notice about Windows Server 2003 SP1 In some cases, upgrading Windows Server 2003 to Windows Server 2003 SP1 causes OA processes to fail to start. When this situation occurs, the Event Viewer contains messages indicating OA_startup failed.

The cause of this problem is SYN Attack Protection that is included in Windows Server 2003 SP1. SYN Attack Protection is designed to protect servers that are openly available on the internet from malicious attacks for server control. You should always position your OA servers behind your firewall to prevent open internet availability. If you follow this suggestion, you can safely disable SYN Attack Protection on your OA servers.

To disable SYN Attack Protection:

1. At a Windows command prompt, run regedit.

2. Expand the following key:

HKEY_LOCAL_MACHINE\System\CurrentControlSet\Services\Tcpip\Parameters

3. Right-click and add a new DWORD value parameter.

4. Rename the new parameter to SynAttackProtect.

5. Set the parameter value to 0.

6. Exit the Registry Editor.

7. Restart the OA server.


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Upgrading to OA 7.1.6 To ensure a trouble-free upgrade to OA 7.1.6 from OA 7.1.5, follow the steps outlined in this checklist and obtain a license key.

CAUTION: If you are upgrading to OA 7.1.6 from OA 7.0, you must first upgrade to OA 7.1.2. OA does not support direct upgrade from OA 7.0 to OA 7.1.6. Additionally, OA does not support direct upgrade from OA 7.0.4 or OA 7.1 to OA 7.1.6. However, OA supports direct upgrade from OA 7.1.5 to OA 7.1.6.

Procedure

Acquire Operational Analyst 7.1.6 software from the Avaya software download site at: http://support.avaya.com

Acquire Operational Analyst 7.1 Documentation from the Avaya documentation site at: http://support.avaya.com • Operational Analyst 7.1 Installation Planning and Prerequisites • Operational Analyst 7.1 Installation and Configuration • Operational Analyst 7.1 Reports Reference • Operational Analyst 7.1 Maintenance and Troubleshooting • Operational Analyst 7.1 Administration Client Help • Operational Analyst 7.1 Data API Utility

Review Operational Analyst 7.1.6 Release Notes (this document).

Review Operational Analyst 7.1 Installation and Configuration, focusing on the "Upgrading Avaya OA software" section.

Perform a full database backup of OA database and also backup OA servers files and folders.

Acquire the passwords for: • dba (sa, sys or any oracle user with oracle DBA role) • OA admin (for example: biadmin) • OA report writer • OA reports • Informix user (CMS) • WebSphere Admin Console Login ID

Acquire OA license key information. For more information, see Obtaining a license key.

Run pa stop all on CMS servers.

Run pa stop all on second site or remote site OA real-time and report servers.


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Run pa stop all on Historical subsystem, real-time, and report servers.

Using IC Manager, stop: • Event Collector (EC) • Event Collector Bridge (ECB) (Business Advocate only)

Stop Stumbras via: • Windows services • Solaris Iplanet or Sun Java System Web Server

Do not stop WebSphere or Stumbras if you are upgrading to OA 7.1.1 on AIX.

If you are not upgrading WebSphere to version 6.0, skip this step. However, if you are upgrading to OA 7.1.6 from OA 7.1.2, and if you have an older version of WebSphere, you must first upgrade to WebSphere version 6.0 and then proceed upgrading to OA 7.1.6. If you are upgrading WebSphere to version 6.0, install WebSphere by following the instructions in the "Setting up Web servers" section of Operational Analyst Release 7.1 Installation Planning and Prerequisites.

Upgrade your database before upgrading your OA system. For example, if you are upgrading from SQL 2000 to SQL 2005 and upgrading OA from 7.1.5 to 7.1.6, then you need to upgrade from SQL 2000 to SQL 2005 before upgrading from OA 7.1.5 to OA 7.1.6.

Upgrade OA 7.1.6 on the CMS Server by following instructions in Operational Analyst 7.1 Installation and Configuration.

Upgrade OA 7.1.6 on servers running: • OA remote sites (real-time and reports) • OA Historical subsystem, real-time, and reports • EC and ECB (Business Advocate only) by following instructions in Operational Analyst 7.1 Installation and Configuration.

Reboot Windows servers.

Where real-time subsystems are installed perform the following commands: • On Windows systems: -ttisql -connect dsn=dss128; -drop table u.svcclassstate; Note: After this command, an error message: "2206: Table U.SVCCLASSSTATE not found. The command failed" may be displayed. If this error message appears, ignore it and continue to the next step. -exit • On AIX or Solaris systems: -ttIsql


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-connect dsn=dss128; -drop table u.svcclassstate; Note: After this command, an error message: "2206: Table U.SVCCLASSSTATE not found. The command failed" may be displayed. If this error message appears, ignore it and continue to the next step. -exit Run pa start all to restart OA on servers in this order: 1. Historical subsystem 2. Real-time 3. Reports 4. CMS

Start Stumbras via: • Windows services • Solaris Iplanet or Sun Java System Web Server • AIX WebSphere Note: Restart AIX WebSphere by running the following commands:

• To stop WebSphere, run ./stopWebSphere • To restart WebSphere, run ./startWebSphere

Run pa list alland amui list to ensure all OA process are running on the OA Servers.

Run dcstat on servers running OA Real-time forwarders and CMS forwarders to ensure data is being sent to recorders. For example: dcstat -n fwdagent -a (forwarder) or dcstat -n recagent -a (recorder on the Historical subsystem)

Using IC Manager, restart in the following order: 1. ECB 2. EC

Using IC Alarm Viewer, verify "pump-up successful" and —assign to an ADU“ messages are present.

Update the report client on all report client computers: 1. Uninstall the report client. 2. Update JRE version if necessary. 3. Reinstall the report client.

Update the administration clients by installing OA 7.1.6 on all administration client computers.

Run TRW Agent Performance Standard Report to verify Agent Status data is correct.

Run TRW Service Class and Queue Status Standard Report to verify Service Class and Queue data is correct.

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


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If you have a valid license key and move to a newer IC and OA release from an earlier release, your license key continues to be valid. It contains IC and OA features and capacity you are entitled to with your software licensed from Avaya.

License Request:

1. License Key Request (New)

Send to: [email protected]

Include:

• Customer Name:

• Customer Location (city, state, country):

• Avaya SAP Order Number:

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

• Return Email address:

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

2. License Key Request (Addition/change)

Send to: [email protected]

Include:

• COPY OF CURRENT LICENSE FILE (IMPORTANT)

• Customer Name:

• Customer Location (city, state, country):

• If adding - Avaya SAP Order Number:

• Avaya Customer Number:

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

• Return Email address:

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

Uninstall TimesTen Complete the following steps to uninstall your current TimesTen software from each server on which an OA Real-time Subsystem is deployed:

Windows-based computers 1. Log on as a user with administrative permissions.

2. At a command prompt, run: pa stop all

3. Go to Windows services and stop these processes:

• Avaya BI

• Orbacus Naming Services

• Stumbras-Tomcat

• TimesTen Data Manager 5.0


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mailto:[email protected]

4. Go to Windows Add/Remove Programs

5. Select TimesTen 5.0

6. Select Remove All Installed Components

Solaris-based computers 1. Log on as root.

2. Enter the following commands:

. /opt/BI/.profile

pa stop all

3. Enter the following command to stop TimesTen:

/etc/init.d/tt_avaya_bi stop

4. Enter the following command to remove the TimesTen software:

$TIMESTEN/bin/setup.sh -uninstall

5. Enter y to all prompts during the uninstall.

AIX-based computers 1. Log on as root.

2. Enter the following commands:

. /opt/BI/.profile

pa stop all

3. Enter the following command to stop TimesTen:

stopsrc -s tt_avaya_bi

4. Enter the following command to remove the TimesTen software:

./bin/setup.sh -uninstall

5. Enter y to all prompts during the uninstall.


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Recovering from a failed upgrade You can recover the previous software and configuration of OA if the upgrade to a new version of OA fails. This recovery feature applies to the OA software only and does not include data migration. Recovery of a version of OA other than the version being upgraded from is not possible. That is, if you are upgrading from OA 7.1.1, you cannot recover to OA 7.1.

Important: If you manually stop an upgrade during file installation by closing the Progress dialog box, you cannot recover the upgrade using this procedure. You must contact Avaya technical support.

Choosing the appropriate recovery procedure The recovery procedure you use depends on the server machine where the update fails:

• If the server contains the OA Historical subsystem, use Historical server recovery procedure.

• If the server does not contain the OA Historical subsystem, use Non-Historical server recovery procedure.

Historical server recovery procedure If a failure occurs during installation of files and a message is displayed indicating that recovery is required, Avaya recommends that the safest procedure is to preserve the OAInstall.log file and then contact your Avaya Service Representative for assistance.

The OAInstall.log file can be found in:

• The $PABASE directory on Solaris and AIX machines

• The %PABASE% directory on Windows machines

Important: Attempting to return your OA system to the pre-upgrade state without consulting your Avaya representative is not recommended. However, the following steps are provided if you choose to proceed:

To return your OA system to the pre-upgrade state:

1. Continue with the failed upgrade, rebooting if requested.

The OA software on the machine at this point is a mixture of the new software that was installed before the failure occurred as well as the old software that had not yet been replaced.

2. Uninstall the OA software. See the appropriate portion of the "Removing Avaya OA components" section of Operational Analyst 7.1 Installation and Configuration:

• "Removing Avaya OA components on Windows"

• "Removing Avaya OA components on Solaris"

• "Removing Avaya OA components on AIX"

Note: Do not remove any files under the %PABASE% or $PABASE folders or directories.

3. On a Windows server:

• Select Start > Settings > Control Panel.

• Double-click Add or Remove Programs.

• Scroll through the list of currently-installed programs and find all occurrences of Java 2 Runtime Environment (JRE) software.

4. Delete the oa_recovery directory:

• On Windows systems this directory is C:\Program Files\oa_recovery.

• On Solaris or AIX systems, this directory is /opt/oa_recovery.

5. Review the OAInstall.log file to determine whether database upgrade occurred before the OA upgrade failure.

If the database was fully or partially upgraded before the OA upgrade failure, OAInstall.log contains entries like:


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Starting OA Database Modify/Update

OA Database has been modified/updated

6. If either of these entries from Step 5 appears in OAInstall.log, restore the affected tables if possible. Otherwise, restore your entire OA database.

7. Set the environment variable BI_DONT_RUN_DBSETUP to "True". This environment

variable instructs the OA installation program to skip the database setup program.

Important: Be sure that the variable is set to "True" before continuing. Failure to set the variable appropriately results in loss of the database contents, requiring you to perform a database restore.

8. Install the version of OA that was installed on this server prior to the upgrade.

This is actually a new installation of the pre-upgrade version of OA. You must re-input all the data into the installation screens as you did when you previously installed OA.

9. When the installation is finished, OA will operate as it did before the upgrade attempt.

10. Contact Avaya technical support to determine what must be fixed before trying the upgrade again.

Non-Historical server recovery procedure If a failure occurs during installation of files and a message is displayed indicating that recovery is required:

1. Continue with the failed upgrade, rebooting if requested.

The OA software on the machine at this point is a mixture of the new software that was installed before the failure occurred as well as the old software that had not yet been replaced.

2. Uninstall the OA software. See the appropriate portion of the "Removing Avaya OA components" section of Operational Analyst 7.1 Installation and Configuration:

• "Removing Avaya OA components on Windows"

• "Removing Avaya OA components on Solaris"

• "Removing Avaya OA components on AIX"

3. On a Windows server:

1. Select Start > Settings > Control Panel.

2. Double-click Add or Remove Programs.

3. Scroll through the list of currently-installed programs and find all occurrences of Java 2 Runtime Environment (JRE) software.

4. 4. Install the version of OA that was installed on this server prior to the upgrade.

A window will indicate that a recovery is being done. The installation dialog boxes will then be displayed with the information that was entered when the software was originally installed. This information cannot be changed. Also, the Feature Selection and Destination dialog boxes will not be displayed, which prohibits you from changing that information.

5. When the installation is finished, OA will operate as it did before the upgrade attempt.

6. Contact Avaya technical support to determine what must be fixed before trying the upgrade again.


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Installing OA 7.1.6 Install OA 7.1.6 by following the installation instructions from the "Installing Avaya OA components" in Avaya Operational Analyst Release 7.1 Installation and Configuration.

The OA 7.1.6 service pack includes generic CORBA infrastructure change that converts C++ naming services to Java based naming services.

To check whether the Java based naming services are running successfully after the Service Pack install:

For Solaris / AIX: Enter the following command on the command prompt to see if the ORBacus Naming Service is running:

ps -aef|grep java

A message similar to the following should be displayed.

/home/biadmin/j2re1_4_2/bin/java -Dooc.naming.port=10000

com.ooc.CosNaming.Server

For Windows: 1. Select Start > Programs > Administrative Tools > Services.

2. Check that the ORBacus Naming Service is started.

3. Right-click ORBacus Naming Service and click Properties.

4. Verify the Path to Execute is:

C:\Program Files\Avaya\BI\bin\JavaService.exe

5. Verify that the Startup Type is set to Automatic.

6. Go to the Start > Run, type regedit and click OK.

7. In the Registry Editor, browse to HKEY_LOCAL_MACHINE/SYSTEM/Services/ NamingService/Parameters. The following screen appears:

8. Verify that all the registry entries are correct.


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Cross-domain authentication Cross-domain authentication is supported in OA 7.1.6 by using the following instructions:

• A two-way trust relationship must be established between the primary and trusted domain through ADS.

• The users from the trusted domain need to be added in OA groups (such as oaadmin, oarpt, oarptwriter) on the primary domain.

• The autserver.properties file needs to be provided with a new property:

TRUSTEDDOMAINS = Fully qualified Domain Name1,Fully qualified Domain Name2

where Fully qualified Domain Name1 and Fully qualified Domain Name2 are domains trusted to and by the primary domain. These trusted domains are separated by a comma "," (without the quotes).

For example,

TRUSTEDDOMAINS = punoadom3.avaya.com,punoadom2.avaya.com

Prerequisites for a user in Cross Domain authentication:

• Check that the user, who is going to use cross-domain access, is able to access shared resources at windows level.

• Check that the user has enough rights for accessing OA reports.

Important: The primary domain name is not to be listed in the TRUSTEDDOMAINS property of the autserver.properties file.


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Fixed Work Item in OA 7.1.6 The following Work Item (WI) is fixed as a result of a patch provided in the OA 7.1.6 release:

WI WI Summary

wi00243968 For a particular Historical report the sum of durations for a Service Class spent in different states was not adding up to 1800 seconds for an interval. This was causing problems for the customer to calculate the average time spent by the service class in different states for the entire shift.


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Known defects in OA 7.1.6 This section lists problem descriptions and workarounds for known defects since the OA 7.1 release.

This section contains the following topics:

• Installation

• Data content

• Real-time

• Basic Reports

• Real-time

• Tabular reports

• Documentation

• Miscellaneous

Installation

MR number Problem description Workaround

148199 The AOAWeb file does not start (or stop) when the Solaris server is started or stopped.

In /etc/init.d/AOAWeb change "$i" to "$1", then, execute chmod u+x /etc/init.d/AOAWeb

152451 During installation, the ownership of /usr/WebSphere/AppServer/installedApps/<hostname>/OAReports.ear/stumbras.war/WEB-INF/config/DataExport/DataExportService_Config.properties may change, making the file invisible to WebSphere and causing WebSphere to report Data ExportService_Config.properties cannot be found in the SystemOut.log file.

Change the ownership of DataExportService_Config.properties:

1. Go to /usr/WebSphere/AppServer/installedApps/<hostname>/OAReports.ear/stumbras.war/WEB-INF/config/DataExport/.

2. Execute "chown biadmin: oaadmin DataExportService_Config.properties”

3. Restart WebSphere.


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167872 During installation this error message may appear:

Press CONTINUE to complete the installation. Administration Client, Report, and Report Writer access is unaffected by the appearance of this error message.

169826 Forwarders and recorders may not be enabled after initial installation and configuration. This problem occurs randomly and affects random forwarders and recorders.

To workaround this problem, you must manually enable the disabled forwarders and recorders for the historical stores through the Administrative client. The following steps outline the recommended method for enabling the forwarders and recorders:

1. Open the Administration client. 2. Select Subsystems. The

Subsystems screen displays in the right pane.

3. Select a Source subsystem. 4. Click Modify.... The Modify

Subsystem screen displays in the right pane.

5. In the Historical data flow (Forwarders/Recorders) panel, scroll to locate any disabled forwarders or recorders.

6. Select the associated check box. 7. Click OK. 8. Click Save. 9. Repeat Steps 4 through 8 for each

Source subsystem.


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171665 On AIX, if for some reason you uninstall and reinstall OA, the reports1 and reports2 pages cannot be found.

Before reinstalling again, remove directories and files under the /opt and /home/biadmin directories. cd to the appropriate directory and run the following commands: • rm -rf data • rm -rf odata

171753 Prior to upgrading OA Reporting subsystem (OA Historical as well as OA Real-time subsystems) for WebSphere version 5.0 or version 6.0 on AIX platform, a review of the server.propertiesfile is required to verify whether the following fields are not displaying blank values: • websphereProfileName= • websphereCellName= • websphereNodeName= • websphereVersion=

If the fields display blank values, then you need to manually edit them with correct values as illustrated for the following Websphere versions: For WebSphere version 5.0 • websphereProfileName= • websphereCellName= • websphereNodeName= • websphereVersion=5.0 For WebSphere version 6.0 • websphereProfileName=default • websphereCellName=host

nameNode01Cell • websphereNodeName=hostname • websphereVersion=6.0

173337 After installation of OA 7.1.5, OAReports application does not start because the OAReports context root is already used by the "DefaultApplication" shippedwith WebSphere 6.0.

To workaround this problem, any one of the following steps can be performed: • Change the context root of

"DefaultApplication" to anything other than "/", which is being used by OAReports.ear. By doing so, both the applications can co-exist.

• Uninstall the "Default Application" from Websphere 6.0.

For more information on uninstalling the Default Application, refer IBM support site.

176401 Upgrade to OA 7.1.5 on a CMS server may fail.

See Appendix B: CMS upgrade issues.


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Data content


132536 and 132537

There is a situation that exists that can cause entity (Agent, Service Class, or Queue) time in state durations reported by OA reports to be exaggerated. The situation can be encountered when an Operational Analyst server is overloaded and does not have the resources required to process the amount of data being generated. The main cause of the problem is a server that is not sized appropriately to handle a given traffic load. Traffic load can be defined as the number of contacts being handled per hour in the case of the real-time server, or the number of reports currently running when referring to the reporting server. The problem can also be seen when there is a network failure that causes data to be buffered by the Event Collector. If the connection is short enough for the Event Collector to buffer all of the data generated during the failure, there will be a brief period of time where durations will be exaggerated while the real-time subsystem is processing the buffered events. This should be a very short term issue and the durations should be accurate again once all of the buffered events have been processed.

If the root cause of the problem is that the server does not have the resources to process the volume of traffic, either the traffic volume will have to be reduced, or new hardware will have to be provided that is sized to handle to traffic volume. If the root cause is a network failure, the problem will be resolved without any intervention once the buffered data has been processed.


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138605 When using CRDS, network outages of more than 10 seconds can cause some report instances to stop receiving updates from one of their real-time sources. This causes data on the report to be stale. Network outages lasting fewer than 10 seconds do not have this issue.

Stop the report instance for 2 minutes and re-launch the report.


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141822 The real-time database SvcClassSummary.WkInQueueDur and SvcClassSummary.AbandDur column values may fluctuate between relatively high numbers and relatively low numbers. IC/OA Configurations Impacted: ● IC implementations using Blender routing (that is, non-Advocate installations) ● Multiple real-time subsystems are configured ● Real-time only Conditions Triggering the Problem: 1. Of the configured real-time

subsystems, none have been running more than 24 hours.

2. One of the following conditions must also be true: • There is a relatively large

lag between start times of the configured real-time subsystems, or

• One or more, but not all, of the real-time subsystems restart (for example, a manual restart or an automatic restart after an unrecoverable error)

The value fluctuations are visible on two real-time reports (Service Class Status and Service Class Performance) and any Data Export queries involving the above columns.


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wi00283606 OA installer cannot able to create repository user for windows MSSQL site.

You need to create an IC database user for Windows SQL 2005 site, before installing OA. For Example, a user called Repository that has access to the IC database. Contact the DBA for creating an IC database user.

Basic Reports



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121179 Interval-based information appears to be missing from reports. This can occur if the Event Collector and Data Manager processes quit communicating for any reason, and that communication is not re-established prior to the next scheduled interval rollover (i.e., at the top of the hour or half-hour). Data gets reported to historical for the correct interval, but not until the Event Collector/DataManager connection is restored.

Determine why the connection between Event Collector and DataManager is inactive. You may need to restart either the Event Collector or the Data Manager.

128866 Real-time and historical reports list IC email "pool_"queues in the choices for service class.

Ignore queues with names "pool_" concatenated with the name of an IC mailbox for email. Do not use these queues in a report on the real-time or historical database.


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176254 The following error appears in Stumbras or report logs: ERROR - high: CRM-BI/OA stumbras0=ClientID:DbPool Service|icdbd|verification failed ERROR - high: CRM-BI/OA stumbras0=ClientID:DbPool Service|icdbd|verification failed on com.ibm.db2.jcc.c.b@660da 08e com.ibm.db2.jcc.a.SqlExcept ion: DB2 SQL error: SQLCODE: -204, SQLSTATE: 42704, SQLERRMC: BIADMIN.STUMBRAS_PRO FILES at com.ibm.db2.jcc.a.cq.e(cq.ja va:1482)

Stop and restart Stumbras.

Real-time


132641 An error, "updateBaseSvcClassState():RT_682 - State duration less than -1. Base and interval durations will not be updated" logged by DataManager in the CentralErrorLog. Another possible reason for this error is the delay in appearance of the "ADU event stream (terminate message)" when the channel workitem was already completed.

Perform a detailed analysis of "ntp service/time sync" software to determine to find out which server(s) does not perform time-sync operation correctly, and thus does not reflect the current time. Then correct the time-sync operation of that server.

154840 DM Error on Interval Roll-over: State duration less than -1. Base and interval durations will not be updated.

No workaround. Check the OA Event Collector and DM event buffer logs, to verify that the ADU terminate message of a channel state event came in late.


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Tabular reports


148642 In the tabular Agent Status and Agent Status (Outbound Jobs) reports, the work direction column shows a number for the direction of the contact. This column should show the name of the work direction instead of the number.

From the data model description, the work direction numbers correspond to the following names: 0 = undefined 1 = inbound 2 = dialer outbound 3 = agent outbound

152579 and 154328

In localized TRW reports, Channel names are displayed in English, regardless of the browser‘s Locale setting.

No workaround.

155279 On a Thai or Portuguese system following an install or system reboot, the Tabular Report Audit logs messages in English. This causes the Audit Report viewer to display the logged messages in English in the Log Entry column of the report.

Restarting Stumbras will cause new Audit messages to be logged in the correct language, Thai or Portuguese. Viewing the Audit Report will display the newly logged messages in the appropriate language. Previously logged entries in English will still display in English.

Documentation



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wi001100 62 On page 66 and page 81 of the Avaya Operational Analyst Release 7.1 Installation Planning and Prerequisites document, the Configuring an Oracle database instance sections instruct the user to setup the NLS_CHARACTERSET and NLS_NCHAR_CHARACTER SET to UTF8, which is incorrect.

Only the NLS_NCHAR_CHARACTERSET should be set to UTF8. The NLS_CHARACTERSET should be set to AL32UTF8.

181656 The Avaya Operational Analyst Release 6.1 Data API Developer Guide, suggests the users of the data export API to use jwsdp 1_01_1while configuring the dataexport API client. jwsdp1_01_1 can no longer be downloaded from http:// java.sun.com/. Instead, only jwsdp 2.0 is now available.

Following are the pre-requisites for installing jwsdp 2.0: 1. You should have JDK 5.0 installed. You can download JDK from http://java.sun.com/. 2. You should have JWSDP 2.0 installed with the WebContainer. 3. After installing JDK and JWSDP, you need to set the following environment variables: - JAVA_HOME - JWSDP_HOME - OA_JARS For using jwsdp 2.0, you need to makefollowing changes to the build.bat file: 1. Add the following string to set the jar file in the classpath: SET CP=%CP%;%JWSDP_HOME%\ jaxrpc\lib\jaxrpc-impl.jar 2. In JWSDP1.0, xrpcc is used to generate the Client side stub, but in JWSDP2.0, it is replaced by wscompile. Replace the following old string with the new string: Old string: %JWSDP_HOME%/bin/xrpcc.bat New string: %JWSDP_HOME%/jaxrpc/bin/wscompile.bat 3. Replace the following argument: Old string: -client


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http://java.sun.com/











New string: -gen:client

181004 On page 105 of the Avaya Operational Analyst Release7.1 Installation Planning and Prerequisites document, the Configuring locale settings in Solaris section instructs the user to configure the LANG variable on Solaris systems. Users are setting the LANG setting on CMS servers which is causing CMS servers to display the error message "couldn't set locale".

The LANG variable must not be set on CMS servers.

168837 On page 25 of the Avaya Operational Analyst 7.1 Administration Client Help document, the information about the font support is incorrectly described.

Thai characters cut and pasted on the Admin page of a subsystem name do not display correctly. The font defaults to Arial Unicode MS and this font does not display Thai language characters correctly. Replace the content in the document with the following information: "Default font is capable of supporting all languages except Thai. Change the default font value in the AdminPol.html file to Tahoma to support Thai language characters by opening the AdminPol.html file with a text editor, such as Notepad, and changing the <FONT> value in PARM NAME=<FONT> VALUE variable from Arial Unicode MS to Tahoma. Before changing this value, the specified font must be installed on the system and capable of supporting your selected language. If the specified font does not meet these requirements, squares or other unreadable characters will be displayed in the user interface."


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172492 In Avaya Operational Analyst Release 7.1 Installation and Configuration document, in "Changing the naming service port number" section of the document, page221-222, the following queries updated every row in the dcproperty table with the values mentioned in the queries: update dcProperty set value = 'corbaname::fir stRT:5000#CRM_BI.root/real.pkg/RTDSSDSGatewayV1.obj' update dcProperty set value = 'corbaname::oth erRT:5000#CRM_BI.root/real.pkg/RTDSSDSGatewayV1.obj'

Add a "where" clause to the queries as illustrated below: update dcProperty set value = '120' where service_name = ‘stumbras‘ and name = ‘RTPAConfig.Server.1.CorbaURL‘

175990 Administering the Source-EC (Event Collector) server on page 135 of the Operational Analyst 7.1 Installation and Configuration document is unclear regarding the domains the Event Collector must monitor.

Add the following information to that already documented in that section: "For OA Reports to reflect proper Agent State and ServiceClass and Queue data ensure the Event Collector is properly configured to receive ADU event streams and blender information from Interaction Center. The domains to monitor are Voice Web and Agent domains. These domains include: • The channel connector ADU from

the TS and WACD. • Blender events in Agent domains

that have Blender and Blender Workflow.

These domains are required for: • Channel task load • IC desktop crash • Logout events • Failover In site administration of Voice domains, you can only have one EC per a given site and one TSQS per site administered to provided necessary blender queue statistic of VDNs.


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Any other configuration results in extraneous and duplicate events streams that cause inaccurate display of data in OA TRW and Basic Reports.Advocate ADU business objects (ServiceclassSummary, serviceclassstate and serviceclassdetail) are globally updated throughout all ADUs. These are filtered by EC with the LRMIDs associated with TSA (voice) and WAA (email and chat). You can only have one EC per LRMID."

177521 In the Avaya Operational Analyst Release 7.1 Installation and Configuration document, the "General guidelines" sub-section of the "Moving subsystems" section on page 208, describes incomplete information. It issues the following guideline regarding deleting a subsystem but not moving it: If communication between the Historical subsystem and any of the subsystems containing interfaces is failing, attempting to delete those subsystems results in an Admin Client error message. You can stop the delete and work to re-establish the communication or you can proceed with the delete. If you proceed with the delete, the OA database will be updated, but you leave obsolete but functioning interface services on the original server.

Add the following information to that section: If the communication between the Historical subsystem and any of the subsystems containing interfaces is failing due to an error such as network connectivity or due to OA not running on the subsystem with the interfaces, attempting to delete or move those subsystems results in an Admin Client error message. You must stop the process of deletion or movement of the subsystem, and work to re-establish the communication before proceeding to move or delete the subsystem. Attempts to proceed with the deletion or movement of the subsystem will fail until the problem is corrected. The Admin Client will not allow the deletion or movement to occur unless it accurately determines whether the interface services have been disabled before the deletion or movement occurs.


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179356 In the Avaya Operational Analyst Release 7.1 Installation and Configuration document, step 33 on page268 instructs the user to remove the data and odata directories under the /opt/BI directory. Neither of these directories should be removed.

Remove Step 33 on page 268.

wi00295371 Some changes in the steps for IIS 6.0 config when IC web co-resident with OA report server (Affects the OA Installation and Configuration document). Receiving http error 401 when trying to log into OA report client after following the IIS 6.0 configuration for configurations in which IC web and OA report subsystem are co-resident.

Under the "Configuring IIS for Windows Server 2003" of the OA 7.1 Installation and Configuration document: - Step 13c: Verify that only the Anonymous access box is selected in the first section. Change to: "Verify that only the Anonymous access box is selected in the entire tab." - Step 13e: Make sure the Allow IIS to control password is selected. Remove that entire sentence since that option is not available in IIS 6.0.

wi00078622 (Affects the OA 7.1 Installation and Configuration document).

On page 268 step 33 instructs the user to remove the data and odata directories under the /opt/BI directory. Neither of these directories should be removed, so this step should be removed.

Miscellaneous MR number Problem description Workaround


45

131292 Event Collector shows the following errors in the log file when it pumps up: "ECError: Object CRM_BI.root/real.pkg/PlugManagerV1ConnMonPing.obj is not nil", "ECError: Object CRM_BI.root/real.pkg/ICAlarmForwardV1.obj is not nil".

These errors are not functional errors and should be ignored.

131379 Forwarders and recorders may leave core files upon exit (Solaris and AIX). The core dump occurs in third party software after the OA objects have completed their shutdown, so the only impact is file space consumption.

These core files are typically 30MB each and are located in the various runtime directories at BI/data/runtime/*/*/core. These core files may be removed manually if space is an issue.

131859 Data Export Utility "-x" option creates an empty file that does not contain the XML schema. This problem does not affect the XML data, which is returned as expected, either in a file specified by the "-o" option or in standard out.

None

176256 The following informational message appears in the Event Viewer every two to three minutes. The description for Event ID ( 0 ) in Source (Naming Service) cannot be found. The local computer may not have the necessary registry information or message DLL files to display messages from a remote computer. You may be able to use the /AUXSOURCE= flag to retrieve this description; see Help and Support for details. The following information is part of the event: naming: object binding added.

This causes no harm to OA operation, but you may want to increase the log size of the Event Viewer and turn on the Wrap option.


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147531 OA 7.1.6 - Standby ECB unable to connect to MSMQ pa_admin despite permissions to the queue appearing to be correct.

Most of the time, when Standby ECB option is selected, the pa_admin queues permissions are not relevant. To resolve this kind of issue follow the given steps. 1. Register the below dll’s on standby site. regsvr32 “<ICPATH>\bin\MxGenLog.dll" regsvr32 "<ICPATH>\bin\Routing.dll" regsvr32 "<ICPATH>\bin\MXPOI.dll" regsvr32 “<ICPATH>\bin\MxDataStore.dll"

2. After registering dlls Check the permission for “Everyone" as well as "Anonymous" on pa_admin private queue.

wi00306296 New properties for forwarder added in 7.1.6 Forwarder has to collect data from multiple ACDs which are in different time zones.

Setting up Main ACD time zone for CMS:Two new properties have been introduced. For the forwarder to collect data from multiple ACDs which are in different time zones, set the following two properties in each forwarder properties files: mainacdtz=<time zone of main acd> mainacddst=<DST rule for main acd> Note: If the main ACD is in the same time zone and observes same DST rule as forwarder then there is no need to set these properties.


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wi00311902 Steps for changing the naming service port needs updating. (Procedure for changing the tcp port on which the NamingService is running for Windows 2003 )

In the registry editor (regedit) on a Windows server, change the port value .Dooc.naming.port=10000 located at HKEY_LOCAL_MACHINE\SYSTEM\ CurrentControlSet \Services\NamingService\Parameters and restart the service. Do this on all Windows OA servers, the Windows Avaya IC server where the EC has been installed, and to the Windows PCs running the Administration Client.

wi0078592 Forwarder does not collect intervals at the end of interval when DST roll-off occurs on an OA on CMS system. The time when DST rolls off, OA skips 3 intervals data and the time mismatch has been detected in database.

OA collects data per half hour and maintains the last interval status of collected data. The moment ACD ‘s DST rolls over, the code which is generic for the half hour interval, bypasses the validation of last Interval and current Interval. Till the 3 Intervals ends up from DST rolls over to Last Interval becomes less than current Interval, hence OA doesn’t collect data. As part of the fix , added the functionality of last Interval updating and time offset to be set when DST rolls off.It may be possible that one can see the update_time field of the hstatus table gets updated after DST rolls over.Overall this is just the observation,and not an issue.


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Hints and tips This section describes hints and tips you may find useful as you work with OA 7.1.6. This section includes these topics:

• Installation

• Administration client

• Data content

• Reports

• Historical

• Miscellaneous

Installation

Description Action

During a re-install (otherwise known as a repair), a panel pops up indicating the progress of the install in terms of the percentage currently completed. For a re-installation (repair) of a previously installed component, this percentage will pre-maturely indicate 100% when a significant amount of the install remains to be completed.

No action required. A screen will be displayed indicating installation is complete. This could take about 45 minutes.

The following message may appear when using the OA Installer to add a subsystem. "One or more errors occurred during the replacement of files (WinCoreFiles_libraries) with files (WinCoreFiles_libraries). Refer to theuninstall log for additional information"

Ignore this message and click the "next" button. This problem will not affect the installation.

On AIX, a message from the operating system: "User Defined Signal 2" may appear in the shell from which the installer was executed. After this is seen, a prompt will appear.

No action required. The installation will proceed and finish successfully.

The installation of Source - CMS may hang indefinitely when the installations near completion.

Terminate the install process (click Close on the "-" drop down menu). Re-install Source - CMS.


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If the OA installer is copied to a directory with an underscore, "_", in it's path, the installer will fail.

The install files must reside in a path without "_" in any component of the path.

While upgrading to OA 7.1.6, if the OA installation process does not find "JAVAHome" directory, a popup error message "2206: Table U.SVCCLASSSTATE not found. The command failed" is displayed for uninstalling OA.

To workaround this problem, perform the following steps after verifying the registry settings and the directory structure: • Run uninstall program and select JRE 1.4.2_12 • Do a fresh installation of JRE 1.4.2_12 (select

"Typical" install option) • Select the appropriate OA subsystem and then

again run the OA installer

Ensure correct order for OA server startup to avoid failure messages

When configuring Avaya OA subsystems, follow the correct order in which you should start the Avaya OA processes. This avoids Stumbras web application exceptions.

1. Once you install Avaya OA, ensure that Stumbras is in stopped state.

2. Start the Core Avaya OA servers, if they are not started. Use the following command to start the Avaya OA servers. pa start all

3. Configure the required Avaya OA servers through the Admin client

4. Ensure that the Avaya OA servers are up and running.

5. Start the Stumbras server. Following is the correct order in which you should stop the Avaya OA processes in order to avoid Stumbras web application exceptions.

1. Stop the Stumbras server. 2. Stop the Avaya OA servers. Use the

following command to stop the Avaya OA servers. pa stop all

If you are using Avaya OA with CMS, but without IC, the RealTime / DataManager server does not exist as part of the OA server system. You need to delete the RTPAService that retrieves real time data in order to prevent RTPAService specific errors.

1. Go to the Stumbras admin at http://xx.xx.xx.xx:port/stumbras/admin.


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2. Click the Startup Admin link. 3. Select the

com.avaya.stumbras.services.rtpa.RTPAService checkbox.

4. Click Delete. 5. Re-start the stumbras service.

Note: NDo not view the real time reports (IC specific Tabular and Basic reports) as the RealTime / DataManager server does not exist as part of the OA server system.

Administration client

Description Action

The data types displayed in the Administration Client’s Schema screen are logical types, not the physical data types of the particular installed system.

The data may be stored in each of the supported databases as a different physical data type. For example, the logical data type "NVARCHAR" indicates a national character string realized as UTF-8 varchar2 in Oracle, nvarchar in SQL Server or varchar in DB2.

Data content

Description Action

An Agent logs in to two desktops using the same login ID. The Agent's state and durations in the Agent Time in State real-time report are incorrect. The Average Wait Time for the queue in the Service Class and Queue Status real-time report, the Percentage of Work Items Handled within Service Level and Average Wait Time in the Service Class and Queue Performance real-time and historical reports are incorrect for the Voice channel.

Agents should be instructed not to log in simultaneously from multiple desktops.


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When an agent on an Ericsson switch places a call to another agent through a queue or service class, the contact may be counted for the answering agent in the default service class rather than the queue or service class dialed. This is most likely to happen when there are very few contacts in the queue.

No action required.

For consults and conferences, the active event for initiating agent when the call arrives. The active event is answered on the receiving agent's desktop after it comes at a different time, depending on whether the consult or conference occurs within or across site. Consult or conference within site When an agent initiates a consult or conference to another agent, IC does not send an active event to OA until the other agent answers the call. OA shows the initiating agent as Idle while the call is ringing on the receiving agent's desktop. Consult or conference across site When an agent initiates a consult or conference to another agent, IC sends an active event to OA when the call is delivered to the other PBX. That is, the active event comes before the other agent answers the call. OA shows the initiating agent as Working while the call is ringing on the receiving agent's desktop. There may be a brief 1 or 2 second Idle duration for the initiating agent depending on how long the call takes to be delivered to the other PBX.

No action required.

When a desktop exceeds the Agent ADU time-out limit, WACD will deliver new emails to the desktop to reach the email channel ceiling and then defer all of the emails on the desktop. The problem is that OA cannot track these new emails when the agent works on them. It will cause the agent to go into Unknown state. None of these emails will be counted in OA.

All IC users who use OA must set the Agent Idle Time Out for all Agent ADUs that Event Collectors monitor to exceed the longest possible time the agents will stay logged in on a shift.


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Reports

Description Action

The OA real-time subsystem may not successfully start. Viewing the Windows event log shows TimesTen TT715 - "Log Directory Attribute Not a Directory" - errors being logged by the OA Data Manager process and/or the TimesTen DataManager. This has only been seen on Windows platforms.

From a Windows command prompt enter the following commands (assuming the OA install directory is c:\Program Files\Avaya\BI): c:\>pa off dm c:\>ttDestroy "C:\Program Files\Avaya\BI\add_on\TimesTen\rt" c:\>pa on dm

Administrative changes may not show up quickly in real-time Advocate reports. It takes several minutes for those administrative changes to appear in the real-time reports. Other real-time statistics still show up quickly.

The administrative type of information in Advocate real-time reports uses a slower data set refresh rate. It is recommended that administrative changes be added during off hours rather than regular work hours. For instance, administrative changes such as assigning new advocate capabilities to agents, changing agent roles, adding new agents and log them in right away, etc., should be performed at the slowest time of day (for example, midnight).

If two ECServers are administered using the same Data Manager Host and Real-Time System ID, the ECServers will contend for the connection to the real-time system and the connection will not remain up.

Ensure the ECServers are configured correctly, using different values for DataManager Host, Site, and Real-Time System ID.

Historical

Description Action

Aggregation Recovery executes at different times after Daylight Saving Time (DST) goes into effect.

Prior to moving to Daylight Saving Time, the system AggregationRecovery execution times are 5:20am,11:20am, 5:20pm, 11:20pm. After moving to Daylight Saving Time, the execution times are 6:20am, 12:20pm, 6:20pm, 12:20am. This causes no problems other than confusion about why the times changed.


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Miscellaneous

Description Action

Java Runtime Environment (JRE) compatibility issues arise when attempting to render Operational Analyst (OA) Basic Reports or while using the OA Administration Client.

Re-deploy your OA applications to machines where the JRE conflict does not occur. If this is not possible, contact your Avaya representative for information about working around the JRE incompatibility issue.


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Appendix A: Cross-domain authentication By adding support for cross-domain authentication, OA allows users from trusted domains to access resources in the other domains by validating their credentials. For cross-domain authentication to take place successfully, a two-way trust relation must be established between two domains through ADS. One of the domains is a primary domain and the other is a secondary domain, which is trusted by the primary domain.

Consider the following scenario to understand how cross-domain authentication is supported by OA:

Users Primary Domain (Whether the user is member of "Primary Domain")

Trusted Domain (Whether the user is member of "Trusted Domain")

Whether the user can access resources from both the domains...

User A Yes Yes Yes

User B No Yes No

User C Yes No No

Important: The data presented in the matrix is based on the assumption that both the primary and the secondary trusted domain are mutually trusted domains.

The user (User A) from a group affiliated to a group from the Trusted Domain is already added to a group in the Primary Domain to ensure that it (User A) gets to use the resources from the Primary Domain.

The user (User B) from a group affiliated to a group from the Trusted Domain needs to be added to a group in the Primary Domain to ensure that it (User B) gets to use the resources from the Primary Domain.

The user (User C) from a group affiliated to a group from the Primary Domain needs to be added to a group in the Trusted Domain to ensure that it (User C) gets to use the resources from the Trusted Domain.

OA groups must be of the Universal type so that users from other trusted domains can be added in these groups.

Cross-domain authentication is supported in OA 7.1.6 by using the following instructions:

• A two-way trust relationship must be established between the primary and trusted domain through the Active Directory Server.

• The users from the trusted domain need to be added in OA groups (such as oaadmin, oarpt, oarptwriter) on the primary domain.

• The autserver.properties file needs to be provided with a new property:

TRUSTEDDOMAINS = Fully qualified Domain Name1,Fully qualified Domain Name2

where Fully qualified Domain Name1 and Fully qualified Domain Name2 are domains trusted to and by the primary domain. These trusted domains are separated by a comma "," (without the quotes).

For example,

TRUSTEDDOMAINS = punoadom3.avaya.com,punoadom2.avaya.com

Prerequisites for a user in Cross Domain authentication:

• Check that the user, who is going to use cross-domain access, is able to access shared resources at windows level.

• Check that the user has enough rights for accessing OA reports.


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Important: The primary domain name is not to be listed in the TRUSTEDDOMAINS property of the autserver.properties file.


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Appendix B: CMS upgrade issues Upgrading OA on a CMS server might fail for any of several reasons. You might see one or some combination of the following known issues.

Issue: You see a CVXException error, or notice a missing library file. If you are using the BI_CMS=true workaround, you may need to perform this workaround.

Workaround: Add the following to /opt/BI/.profile and execute the .profile:

## Source - CMS

INFORMIXDIR=/opt/informix

INFORMIXSERVER=oacms_ol

CLIENT_LOCALE=en_us.utf8

ODBCINI=$PABASE/data/admin/odbc.ini

PATH=$INFORMIXDIR/bin:$PATH

LD_LIBRARY_PATH=$LD_LIBRARY_PATH:$INFORMIXDIR/lib LD_LIBRARY_PATH=$LD_LIBRARY_PATH:$INFORMIXDIR/lib/cli LD_LIBRARY_PATH=$LD_LIBRARY_PATH:$INFORMIXDIR/lib/esql

export INFORMIXDIR INFORMIXSERVER ODBCINI CLIENT_LOCALE

Issue: The sqlhosts file may not be updated correctly.

Workaround: In the sqlhosts file:

Make sure the line that starts with oacms_ol contains an entry in it for the CMS server name. Restart CMS and IDS OR reboot the CMS server after making the change.

Note: The file is tab delimited so you may want to use a set list in vi to see that you are editing correctly.

Issue: Forwarder trace files show:

OA fwdcmscallhistory 1080=ECHReader: (5) SQL call failed. -25555, -1, HY000, [Informix][Informix ODBC Driver][Informix]Server %s is not listed as a dbserver name insqlhosts.

OR

OA fwdcmscwc 1080=hcwc:CMSReader: (5) SQL call failed. -25556, -1, HY000,

[Informix][Informix ODBC Driver][Informix]Invalid sqlhosts file format.

Workaround: Check that the /opt/Informix/etc/sqlhosts file is being read and includes the server alias that OA uses.

Issue: dcstat shows:

CRM_BI.root/collect.pkg/fwdcmsagent.obj@r3keyst4201-unable to contact CRM_BI.root/collect.pkg/fwdcmsagent.obj1330577418: Connection refused

Workaround: Check that the /opt/Informix/etc/sqlhosts file is being read and includes the server alias that OA uses.

Sample sqlhosts file:

demo_on onipcshm on_hostname on_servername


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demo_se seipcpip se_hostname sqlexec

cms_ol onipcshm r3oacms cms_ol

oacms_ol onipcstr r3oacms oacms_ol

Issue: After upgrading a CMS server, all forwarders started but the CMSCallHistory forwarder was missing a DAT file. ECH could send data to CMSCallHistory but because there was no buffer file it could not collect it.

Note: The Forwarder.properties file was truncated, meaning you must restore from a backed up version of forwarder.properties to resolve this issue.

Workaround: Check the $PABASE/data/admin/forwarder/*.properties files on the CMS servers. Compare them to the sample file below. If any entries are missing check the contents of the dcProperty table in the OA database. Verify the entries whose name under service_name matches the forwarder in question.

Sample CMS Forwarder properties file fwdcmsagent:

Output from dcproperty table:

DCSERVICE_ID SERVICE_NAME NAME VALUE

7 fwdcmsagent fwdbuff 0

7 fwdcmsagent direct false

7 fwdcmsagent recorderhosts oaserver

7 fwdcmsagent sources 1,2

7 fwdcmsagent acds 1,2

7 fwdcmsagent ksize 2000000

7 fwdcmsagent maxsize 2000000

7 fwdcmsagent minsize 500

7 fwdcmsagent storage data/forwarder

Sample fwdcmsagent.properties file:

collectlib=cmsdata

tables=hagent

tablenames=hCmsAgent

buffer=0

default%IntervalStart=!datetime%rowdate,starttime

store=cmsagent

acds=1,2

direct=false

fwdbuff=0

ksize=2000000

maxsize=2000000

minsize=500

recorderhosts=oaserver

sources=1,2


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storage=data/forwarder

Sample overwritten fwdcmsagent.properties file:

collectlib=cmsdata

tables=hagent

tablenames=hCmsAgent

buffer=0

default%IntervalStart=!datetime%rowdate,starttime


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Customer documentation The following documentation is available on the Avaya product support site at: http:// support.avaya.com

Note: All Operational Analyst Release 7.1 documentation applies equally to Operational Analyst Release 7.1.6.

• What‘s New in Operational Analyst Release 7.1

• Avaya Operational Analyst Release 7.1 Installation Planning and Prerequisites

• Avaya Operational Analyst Release 7.1 Installation and Configuration

• Avaya Operational Analyst Release 7.1 Maintenance and Troubleshooting

• Avaya Operational Analyst Release 7.1 Reports Reference

• Avaya Operational Analyst Release 7.1 Data API Utility

The following documentation is available on the Avaya Operational Analyst Release 7.1 ("/docs" folder of the software product image).

• Avaya Operational Analyst Administration Client Troubleshooting

• Avaya Operational Analyst Security Guide

• Customer Interaction Repository Data Models

• Avaya Operational Analyst 7.1.6 Release Notes at: http://support.avaya.com


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oa 7.1.6 release notes - support.avaya.com

Documents