Avaya R2.4.3 Release Notes
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1. Note If you have difficulty reaching Avaya Technical Support through the above URL or email address please go to http Awww avaya com for further information Avaya Global Services Escalation Management provides the means to escalate urgent service issues For more information see the Escalation Contacts listings on the Avaya Web site For information about patches and product updates see the Avaya Technical Support Web site http Awww avaya com support Avaya Inc Proprietary Use Pursuant to Company Instructions Page 11 of 112. BCMSVuClient exe already installed d BCMSVuServer exe 5 Run Setup exe from the folder BCMRD R2 4 3 upgrade 6 While installing the BCMRD server or client on a Windows Vista operating system you need to download and install the WinHlp32 exe from the link http support microsoft com kbid 917607 and http go microsoft com fwlink LinkID 82148 7 Reboot all the machines where BCMRD applications are installed 8 Check to verify that the upgrade is successful Check that a folder BCMRD_Backup is created at the location BCMS Vu BCMRD_ Backup that stores the folders and files of previous version of BCMRD as backup The upgrade installation log file is located at BCMS Vu Upgrade_log log_318 txt Note If the installation fails due to a sharing violation error check the task manager for any BCMRD processes that are still running Refer points 3 and 4 above Contact Avaya BCMRD Support for any other errors 9 Start the BCMSVu Server and check that the server is connected successfully to the respective CM Check that the Server version is R2 4 3 Build 318 by using the menu Help gt About BCMSVu 10 Start the BCMSVu Client and check that the client is connected successfully to the BCMSVu server Check that the client version is R2 4 3 Build 318 by using the menu Help gt About BCMSVu Avaya Inc Proprietary Use Pursuant to Company Instructions Page 7 of 11 Basic Call Management Reporting Desktop
3. software distributed under third party agreements Third Party Components which may contain terms that expand or limit rights to use certain portions of the Product Third Party Terms Information identifying Third Party Components and the Third Party Terms that apply to them is available on the Avaya Support Web site http support avaya com ThirdPartyLicense Preventing toll fraud Toll fraud is the unauthorized use of your telecommunications system by an unauthorized party for example a person who is not a corporate employee agent subcontractor or is not working on your company s behalf Be aware that there can be a risk of toll fraud associated with your system and that if toll fraud occurs it can result in substantial additional charges for your telecommunications services Avaya fraud intervention If you suspect that you are being victimized by toll fraud and you need technical assistance or support call Technical Service Center Toll Fraud Intervention Hotline at 1 800 643 2353 for the United States and Canada For additional support telephone numbers see the Avaya Support Web site http www avaya com support Trademarks Avaya and the Avaya logo are either registered trademarks or trademarks of Avaya Inc in the United States of America and or other jurisdictions All other trademarks are the property of their respective owners Downloading documents For the most current versions of documentation see th
4. to establish the terms of the limited warranty In addition Avaya s standard warranty language as well as information regarding support for this product while under warranty is available through the Avaya Support Web site http www avaya com support License USE OR INSTALLATION OF THE PRODUCT INDICATES THE END USER S ACCEPTANCE OF THE TERMS SET FORTH HEREIN AND THE GENERAL LICENSE TERMS AVAILABLE ON THE AVAYA WEB SITE http support avaya com Licenselnfo GENERAL LICENSE TERMS IF YOU DO NOT WISH TO BE BOUND BY THESE TERMS YOU MUST RETURN THE PRODUCT S TO THE POINT OF PURCHASE WITHIN TEN 10 DAYS OF DELIVERY FORA REFUND OR CREDIT Avaya grants End User a license within the scope of the license types described below The applicable number of licenses and units of capacity for which the license is granted will be one 1 unless a different number of licenses or units of capacity is specified in the Documentation or other materials available to End User Designated Processor means a single stand alone computing device Server means a Designated Processor that hosts a software application to be accessed by multiple users Software means the computer programs in object code originally licensed by Avaya and ultimately utilized by End User whether as stand alone Products or pre installed on Hardware Hardware means the standard hardware Products originally sold by Avaya and ultimately utilized by End User License type
5. AVAYA Basic Call Management Reporting Desktop R2 4 3 Release Notes Basic Call Management Reporting Desktop R2 4 3 Release Notes Notice While reasonable efforts were made to ensure that the information in this document was complete and accurate at the time of printing Avaya Inc can assume no liability for any errors Changes and corrections to the information in this document might be incorporated in future releases Documentation disclaimer Avaya Inc is not responsible for any modifications additions or deletions to the original published version of this documentation unless such modifications additions or deletions were performed by Avaya Customer and or End User agree to indemnify and hold harmless Avaya Avaya s agents servants and employees against all claims lawsuits demands and judgments arising out of or in connection with subsequent modifications additions or deletions to this documentation to the extent made by the Customer or End User Link disclaimer Avaya Inc is not responsible for the contents or reliability of any linked Web sites referenced elsewhere within this documentation and Avaya does not necessarily endorse the products services or information described or offered within them We cannot guarantee that these links will work all the time and we have no control over the availability of the linked pages Warranty Avaya Inc provides a limited warranty on this product Refer to your sales agreement
6. R2 4 3 Release Notes Scenarios Installation instructions Scenario 2 A fresh BCMRD installation of R2 4 3 PONS 10 11 12 Install BCMRD Server R2 4 Build 314 Install BCMRD Client R2 4 Build 314 Install the Sentinel driver software with version 7 4 0 Reboot all the machines where BCMRD applications are installed Run the Setup exe from the folder BCMRD R2 4 3 Upgrade While installing the BCMRD server or client on a Windows Vista operating system you need to download and install the WinHlp32 exe from the link http support microsoft com kbid 917607 and http go microsoft com fwlink LinkID 82148 Check that the upgrade was successful Check that a folder BCMRD_ Backup is created at the location BCMS Vu BCMRD_Backup which stores the folders and files of previous versions of BCMRD as backup The upgrade installation log file can be found at the location BCMS Vu Upgrade_log log_318 txt Contact Avaya BCMRD Support for any other errors Reboot all the machines where BCMRD applications are installed Start the BCMSVu Server configure the CM switch and check that the server is connected successfully to the respective CM Check that the Server version is R2 4 3 Build 318 by using the menu Help gt About BCMSVu Complete the historical download Register the BCMSVu Client on the BCMSVu server Start the BCMSVu Client and check that the client is connected successfully to BCMSV
7. ServicePack2 2 Setup exe To upgrade BCMRD R2 4 3 run the installer Setup exe The installer takes a backup of the existing BCMRD version and copies the new service pack files to their respective folders Help System of BCMRD for Windows Vista operating system If the user is installing BCMRD server or client on Windows Vista operating system the user needs to download and install the WinHIp32 exe from the link http support microsoft com kbid 917607 and http go microsoft com fwlink LinkID 82148 Avaya Inc Proprietary Use Pursuant to Company Instructions Page 10 of 11 Basic Call Management Reporting Desktop R2 4 3 Release Notes Technical Support If you are having trouble with BCMRD R2 4 3 you should 1 Retry the action Carefully follow the instructions in written or online documentation Check the documentation that comes with your hardware for maintenance or Hardware related problems 3 Note the sequence of events that led to the problem and the exact messages displayed Have the Avaya documentation available 4 Ifthe problem occurs again contact Avaya Technical Support by Logging in to the Avaya Technical Support Web site http www avaya com support e Calling or faxing Avaya Technical Support at of the telephone numbers the Support Directory listings on the Avaya support Web site You may be asked to email one or more files to Technical Support for analysis of your application and its environment
8. download Avaya Inc Proprietary Use Pursuant to Company Instructions Page 3 of 11 Basic Call Management Reporting Desktop R2 4 3 Release Notes 2 Boundary Error checks are added to BCMRD Historical Reports The BCMRD R2 4 3 release has imposed restriction on the end user for various measured entities In previous releases these restrictions were just documented but not enforced in the software resulting in an occasional crash The threshold values to display historical reports for Agents Skills etc are as follows Switch capacities supported by BCMRD Measured Entities R2 4 R2 4 3 Agents 200 200 Skills 99 99 VDNs 99 99 Trunk Groups 32 32 Split ID number digits 4 4 supported Dialing Plan digits supported 7 13 BCMRD will pop up an error message box indicating to the customer that they have reached the threshold values for that particular entity while using the historical report wizard Supported Communication Manager versions The BCMRD R2 4 3 release supports Communication Manager 5 2 along with backward compatibility with Communication Manager releases 5 1 5 0 and 4 0 Avaya Inc Proprietary Use Pursuant to Company Instructions Page 4 of 11 Basic Call Management Reporting Desktop R2 4 3 Release Notes Problems fixed This section consists of the following table describing and summarizing the issues Work ltem Issue Description Resolution Worka
9. e or minimize maximise the Agent Work Chart report for split skill does not refresh when we change the status of an agent in that skill split This issue occurs only when BCMRD Server R2 4 and any later release is installed on Windows 2003 server BCMRD Client R2 4 and any later release is installed on Windows XP state Summary Pie Chart report window so that it will get refreshed and the correct status of the agent will be displayed Avaya Inc Proprietary Use Pursuant to Company Instructions Page 6 of 11 Basic Call Management Reporting Desktop R2 4 3 Release Notes BCMRD R2 4 3 Build 318 Installation Instructions This section consists of the following table providing scenarios and assumptions corresponding to the installation instructions Scenarios Installation instructions Scenario 1 Upgrade to 1 Stop BCMRD Clients if running BCMRD 2 4 3 2 Stop BCMRD Server if running Assumptions 3 Goto Task Manager and click Processes tab server and client 4 Confirm that the following processes are not running If these R2 4 Build 314 or R2 4 processes are running you can terminate them by using Build 315 or R2 4 1 Build Windows Task Manager gt Processes Select the specific 316 or R2 4 2 Build 317 process and click End Process is already installed a Omninames exe Sentinel driver compatible Connections rverexe with the hardware system and operating system is c
10. e Avaya Support Web site http www avaya com support Avaya support Avaya provides a telephone number for you to use to report problems or to ask questions about your product The support telephone number is 1 800 242 2121 in the United States For additional support telephone numbers see the Avaya Support Web site http www avaya com support Contents Release NOLES OVEIVIOW 3 MAUS ING Wea tents CORE Salk RE fe du 3 Supported Communication Manager versions 4 Problems UNCC 5 BCMRD R2 4 3 Build 318 Installation 7 PAS SU IMME ING ere en has 8 Reference 9 Hints 10 to 2 4 85 Taa 10 Technical SUPP OM i 11 Basic Call Management Reporting Desktop R2 4 3 Release Notes Release notes overview BCMRD R2 4 3 aims to provide an essential upgrade to the current release of BCMRD R2 4 2 The upgrade enables BCMRD to operate with Windows Vista operating system The document provides important information about the Avaya Basic Call Management Reporting Desktop BCMRD including issue description enhancements and suggested solutions for R2 4 3 It also includes scenarios with the corresp
11. g BCMRD R2 4 3 the historical Historical report is improper report templates for all the supported languages will be upgraded to support the 13 digit dial plan wi00341714 The Help topics in Windows Vista After applying BCMRD R2 4 3 it will be operating system for BCMRD Server and client do not open mandatory for the customer to download and install the WinHlp32 setup from the link below This is required to run the help files of BCMRD R2 4 3 http support microsoft com kbid 917607 To obtain the WinHIp32 exe download for Windows Vista visit the following Microsoft Web site http go microsoft com fwlink LinkID 82148 Avaya Inc Proprietary Use Pursuant to Company Instructions Page 5 of 11 Basic Call Management Reporting Desktop R2 4 3 Release Notes Work Item Issue Description Resolution Workaround Number wi00251298 The version number cannot be seen After applying BCMRD R2 4 3 the customer will when the BCMRD client or server be able to see the version number in the splash application is launched screen when the user launches the BCMRD server and client The version will also be visible in the Help gt About Server Client dialog box wi00344665 The Help button on the Historical Data After applying BCMRD R2 4 3 Help file option Connection window in BCMRD Server will be available consistently in the is not working BCMRD Server wi00345814 The Agent Work state Summary Pie Resiz
12. onding installation instructions and assumptions that the user must consider while installing BCMRD This document also includes the supported Communication Manager CM versions BCMRD R2 4 3 release includes fixes like dual multi core processor support made the previous service pack R2 4 1 and provides support to CM5 2 made in service pack R2 4 2 It provides a description of the Database Merge Utility for upgrading the database to the latest format i e from 7 digit dial plan to 13 digit dial plan For more information about R2 4 1 R2 4 2 features fixes and Database merge utility please refer to the R2 4 1 and R2 4 2 release notes respectively on the Avaya support web site Note BCMRD R2 4 and later releases are not certified to work on a 64 bit operating system Please refer to the Installation guide and User guide on the Avaya support Web site http www avaya com support for more information on previously supported platforms functionality and installation instructions What s New 1 BCMRD R2 4 3 compatibility with Windows Vista operating system The BCMRD R2 4 3 release supports Windows Vista operating system Enterprise Professional and Business versions supported and also supports Windows XP and Windows Server 2003 This includes effective localization and improved report templates for historical reports boundary condition checks for static entities like Agent ID ID etc and improvement in scheduled historical
13. round Number wi00307675 1101 Database error Could not This happens when we perform a scheduled update currently locked by user historical download operation with delete data admin on machine option and also in the scenario where there is large data download After applying BCMRD R2 4 3 the scheduled download will work smoothly wi00310667 There is spelling mistake in Historical This has been rectified in BCMRD R2 4 3 with Data Connection window proper content in error message wi00316700 The Help button on the server After applying BCMRD R2 4 3 the Help file selection window in BCMRD Client is option will be available consistently in the not working BCMRD Client wi00317453 The error message is incomplete for This has been rectified in BCMRD R2 4 3 with a repair database proper error message wi00317734 boundary error message should Please refer to section What s New point 2 for added to the BCMRD application details of the prescribed threshold values wi00333104 On installing the BCMRD server client The workaround to this problem will be to clean an operating system other than the up the DAO components from the machine English language the DAO which the BCMRD server has been installed installation screen hangs The location for DAO is C Program Files Common Files Microsoft Shared DAO Please re install BCMRD after this activity wi00336917 The indentation of Agent Summary After applyin
14. s Concurrent User License CU End User may install and use the Software on multiple Designated Processors or one or more Servers so long as only the licensed number of Units are accessing and using the Software at any given time A Unit means the unit on which Avaya at its sole discretion bases the pricing of its licenses and can be without limitation an agent port or user an e mail or voice mail account in the name of a person or corporate function e g webmaster or helpdesk or a directory entry in the administrative database utilized by the Product that permits one user to interface with the Software Units may be linked to a specific identified Server CPU License CP End User may install and use each copy of the Software on a number of Servers up to the number indicated by Avaya provided that the performance capacity of the Server s does not exceed the performance capacity specified for the Software End User may not re install or operate the Software on Server s with a larger performance capacity without Avaya s prior consent and payment of an upgrade fee Copyright Except where expressly stated otherwise the Product is protected by copyright and other laws respecting proprietary rights Unauthorized reproduction transfer and or use can be a criminal as well as a civil offense under the applicable law Third party components Certain software programs or portions thereof included in the Product may contain
15. u server Check that the client version is R2 4 3 Build 318 by using the menu Help gt About BCMSVu Assumptions The scenarios mentioned the section BCMRD R2 4 3 Build 318 Installation Instructions assume that BCMRD components are installed under the parent BCMRD folder named BCMS Vu For example The BCMRD server files should be located inside the folder BCMS Vu Server All references in the document of BCMRD and BCMSVu refer to Basic Call Management Reporting Desktop which was earlier called as BCMSVu Avaya Inc Proprietary Use Pursuant to Company Instructions Page 8 of 11 Basic Call Management Reporting Desktop R2 4 3 Release Notes Reference Images wi00317734 The following image displays the threshold limit error message box for AgentID Historical Report Wizard Page 2 of 6 58 Select the agents you wish to include the report Available Agents Selected Agents 1309 tets fot You have reached the threshold of selected Agents which BCMRD supports Please reselect less agents for display of Historical reports Back to Problems Fixed section Avaya Inc Proprietary Use Pursuant to Company Instructions Page 9 of 11 Basic Call Management Reporting Desktop R2 4 3 Release Notes Hints and tips To upgrade to BCMRD R2 4 3 Copy BCMRD R2 4 3 Upgrade zip file from Avaya Support Web site to your hard disk After unzipping the file you will see the following files and folders 1
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