Avaya R2.4.2 Release Notes
Contents
1. 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 s2. 3 of 15 Basic Call Management Reporting Desktop R2 4 2 Release Notes merge the databases even if multiple historical databases histdb mdb exist as a result of multiple server profiles Copy the file Merge exe from the folder Merge Utility and use it to merge the databases For more information on usage of this tool see Database Merge Utility Avaya Inc Proprietary Use Pursuant to Company Instructions Page 4 of 15 Basic Call Management Reporting Desktop R2 4 2 Release Notes 4 Enhanced support for legacy Historical files Performing a historical scheduled download by selecting the Automatic Delete option or doing a Delete Records action causes the Historical Database of BCMRD to lose master records Due to this when we open the legacy historical files an error dialog is displayed warning that definition ids are missing This also prevents legacy historical files to schedule for a printing The following screen shows the scenario 11 Avaya Inc BCMS Yu Client _ 115218 CY DN data time trace Unsaved n 66 00 13 BCMRVDN6 Calls Waiting Rate Day MON SEES Calls Average Abandoned Averag 100 VDNID Waiting Oldest Call ACD Calls Speed of Calls Abandor 80 BCMRVDNG 56 00 13 0 0 00 Hn 0 00 i i BCMRVDN7 777 0003 0i 0 00 o 0 00 0i 0 604 44000 44000 0i 0 00 0 0 00 oj 0 H H H ap H 0 00 o 40 B
3. Help gt About BCMSVu ROOM e Assumptions The scenarios mentioned in the section BCMRD R2 4 2 Build 317 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 Terminology used in this document The historical database of BCMRD is histdb mdb and is located in the server profile folder For example If BCMRD is installed in Avaya BCMS Vu folder and if the server profile is BCMSVuServer then the histdb mdb file should be located at BCMS Vu Server BCMSVuServer histdb mdb Old database Database created with 7 digit dial plan New database Database created with 13 digit dial plan In case of dial plan change after applying R2 4 2 Old database Database created before dial plan format change New database Database created after dial plan format change For example if old dial plan is in format xxx xxxx and new dial plan is xxxx xxx Avaya Inc Proprietary Use Pursuant to Company Instructions Page 12 of 15 Basic Call Management Reporting Desktop R2 4 2 Release Notes Reference Images wi00283547 The following image displays the error code 7013 f Avaya Inc BCMS Vu Server BCMSVuServer File Options View Window Help Communications Error The Following Communications Error has occurred 7013 The login attempt has failed or timed out Click the lt Retr
4. Images section After applying BCMRD R2 4 2 the BCMRD server connects smoothly to Communication Manager wi00283210 While performing a scheduled download of historical data you see a dialog box displaying the following error message download completed with errors please check error log The error log contains the following Error 1107 List BCMS agent day Column data in BCMS has overflowed switch display capacity This is an overflow issue in Communication Manager It occurs due to agents not logging out at the end of the shift properly and remaining logged in and available 24 hours a day causing this error After applying BCMRD R2 4 2 the error message is displayed only in the error log file You do not see the warning message dialog box wi00302212 When you pull the historical report of a VDN the last character of VDN is missing in a string with a length of more than 7 characters After applying BCMRD R2 4 2 changes in all the report definition templates will prevent any such issue from occurring wi00305949 When you try to create a server profile in BCMRD server for server names starting with string A or a the Connect button is disabled After applying BCMRD R2 4 2 the Connect button is enabled independent of server name selection Avaya Inc Proprietary Use Pursuant to Company Instructions Page 6 of 15 Basic Call Management Reporting Des
5. e 00 oi o 20 00i 0i o E Documents and Settings Administrator PUNOADOM Desktop AgentSummary his cannot be opened because all the on D i p 0 items listed below in the report no longer exist 00 0i o xl 2 07 10 AM Agent 2045 os oi Normal Values Beau Agent 222 1001 m Bl Warning Zone Valid valua inva amp Value exceeds maximum display va Zero v b d 100 E 50 o 2 2 2 a 2 T 2 5 e s e amp 8 5 8 g i gt For Help press F1 d mij er joeCM5 2 1 bcmMonday April 13 2009 Missing Agent Login Ids BCMRD R2 4 2 preserves master records to continue support for the legacy BCMRD file system Avaya Inc Proprietary Use Pursuant to Company Instructions Page 5 of 15 Basic Call Management Reporting Desktop R2 4 2 Release Notes Problems fixed This section consists of the following table describing and summarizing the issues Work Item Number Issue Description Resolution wi00283547 and QQ ID Customer escalation ID 139104 Communication Manager faces a connectivity issue with BCMRD You see the following error message dialog box while connecting to Communication Manager 7013 The login attempt has failed or time out The error code 7013 occurs due to a lengthy Login script in Communication Manager This error causes BCMRD server to retry several times while connecting to Communication Manager Please refer to the image in Reference
6. hardware system and Operating System is already installed PONS Stop BCMRD Clients if running Stop BCMRD Server if running Go to Task Manager and click Processes tab Confirm that the following processes are not running If these processes are running you can terminate them by using Windows Task Manager Processes Select the specific process and click End Process a Omninames exe b ConnectionServer exe c BCMSVuClient exe d BCMSVuServer exe 5 Run Setup exe from the folder BCMRD R2 4 2 upgrade 6 Reboot all the machines where BCMRD applications are installed 7 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_317 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 8 Start the BCMSVu Server and check that the server is connected successfully to the respective CM Check that the Server version is R2 4 2 Build 317 by using the menu Help gt About BCMSVu 9 Start the BCMSVu Client and check that the client is connected successfully to the BCMSVu server Check that the client version is R2 4 2 Build 317 by
7. 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 s
8. using the menu Help About BCMSVu Avaya Inc Proprietary Use Pursuant to Company Instructions Page 11 of 15 Basic Call Management Reporting Desktop R2 4 2 Release Notes Scenarios Installation instructions Scenario 2 A fresh BCMRD installation of R2 4 2 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 2 Upgrade 6 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_317 txt Contact Avaya BCMRD Support for any other errors 7 Reboot all the machines where BCMRD applications are installed 8 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 2 Build 317 by using the menu Help gt About BCMSVu 9 Complete the historical download 10 Register the BCMSVu Client on the BCMSVu server 11 Start the BCMSVu Client and check that the client is connected successfully to BCMSVu server Check that the client version is R2 4 2 Build 317 by using the menu
9. AVAYA Basic Call Management Reporting Desktop R2 4 2 Release Notes Basic Call Management Reporting Desktop R2 4 2 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
10. 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 notes OVOIVIOW e cccitecicc uti duct e Ep a SU E bc ide Rn 3 What S MOL a M AED C Cd e 3 Problems Bede benennen 6 Database o E RED V oua E Vet EU eiu UE SEE 8 When can you use the Database Merge 8 How to use the Database Merge Utility 9 How to perform a Database merge 9 BCMRD R2 4 2 Build 317 Installation 11 gie c 12 Reference 13 Hints ANG TPS mene EET 14 To upgrade to BCMRD R2 42 ine eee aided aes ve ead 14 Technical SUPP OM ove e 15 Basic Call Management Reporting Desktop R2 4 2 Release Notes Release notes overview BCMRD R2 4 2 aims to provide an essential upgrade to the current release of BCMRD R2 4 1 The upgrade will e
11. Avaya Technical Support at of the telephone numbers in 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 Note If you have difficulty reaching Avaya Technical Support through the above URL or email address please go to http www 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 15 of 15
12. aracters for example hyphen and Nn dot e You can use this tool to merge the old database with the latest one The Database Merge Utility enables you to display composite historical reports for multiple historical databases histdb mdb resulting from multiple server profiles after successfully merging the databases If you are changing the dial plan of CM after applying BCMRD R2 4 2 you need to perform the following actions 1 Create a new server profile 2 Re schedule historical download 3 Re schedule Print Report Note To migrate data from an existing dial plan to the new dial plan you need to use the Database Merge Utility Avaya Inc Proprietary Use Pursuant to Company Instructions Page 8 of 15 Basic Call Management Reporting Desktop R2 4 2 Release Notes How to use the Database Merge Utility Copy the folder Merge Utility from the support site to your hard disk This folder contains merge exe This utility needs no installation Run merge exe from the Merge Utility folder Historical Database Merge Utility AVAYA communication R2 4 2 Build 317 This utility will merge the records of the old database into the new database file Please take a backup of both the databases before merging Select the Old Database Browse Select the New Database _Browse Merge Database Merge Utility How to perform a Database merge Take a backup of the database files be
13. fore using the Database Merge Utility In Database Merge Utility select the old database using the Browse button In Database Merge Utility select the new database using the Browse button Click Merge to migrate the data from old database to the new database gt Avaya Inc Proprietary Use Pursuant to Company Instructions Page 9 of 15 Basic Call Management Reporting Desktop R2 4 2 Release Notes The following image shows the data merging activity completed successfully Merge Status m Merge status of New BCMRD database histdb mdb ER Trunk Group Definition B hdtkgroup 88 htkaroup VDN Definition hdvdn hydn Split Definition hdsplit 88 hspiit Bi Agent Definition E hdagent 88 hagent Merge Result Data Merging activity performed successfully no error generated Data Merging Avaya Inc Proprietary Use Pursuant to Company Instructions Page 10 of 15 Basic Call Management Reporting Desktop R2 4 2 Release Notes BCMRD R2 4 2 Build 317 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 BCMRD 2 4 2 Assumptions BCMRD server and client R2 4 Build 314 or R2 4 Build 315 or R2 4 1 Build 316 is already installed Sentinel driver compatible with the
14. ktop R2 4 2 Release Notes Work Item Issue Description Resolution Number wi00306593 AgentLoginID or VDN ID with dot After applying BCMRD R2 4 2 you does not appear in real time system can report all possible combinations summary text report hyphen and dot supported by Communication Manager with definition id formats wi00307955 On manually deleting a historical report After applying BCMRD R2 4 2 the file which is used for a Schedule Print Historical Report you see a dialog box that displays a message file does not exist every time the print schedule occurs The list for scheduling entries also contains the same file and is not updated to reflect the deletion of actual historical file file does not exist dialog box is displayed only once The entry is permanently removed from the schedule print report list Avaya Inc Proprietary Use Pursuant to Company Instructions Page 7 of 15 Basic Call Management Reporting Desktop R2 4 2 Release Notes Database Merge Utility This section provides more information about the Database Merge Utility When can you use the Database Merge Utility e f you plan to configure your switch to use either of the following settings with your existing BCMRD database you need to migrate your data VDN IDs greater than seven digits upto 13 digits Agent ID greater than seven digits upto 13 digits VDN IDs and Agent IDs with special ch
15. nable BCMRD to operate with Communication Manager 5 2 The document provides important information about the Avaya Basic Call Management Reporting Desktop BCMRD including issue description enhancements and suggested solutions for R2 4 2 It provides a description of Database Merge Utility for upgrading the database to the latest format It also includes scenarios with the corresponding installation instructions and assumptions that you must consider while installing BCMRD This document also includes the supported Communication Manager CM versions BCMRD R2 4 2 release includes fixes like dual multi core processor support etc made in previous service pack i e R2 4 1 For more information about R2 4 1 features and fixes please refer to the R2 4 1 release notes 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 2 compatibility with Communication Manager 5 2 The BCMRD R2 4 2 release supports Communication Manager 5 2 and also supports backward compatibility with Communication Manager releases 5 1 5 0 and 4 0 2 Enhanced database support If Agent Login ID and VDN ID fields exceed 7 characters or if alohanumeric values or a
16. ny special characters hyphen and dot for Agent Login ID and VDN ID are used then the following error dialog box is displayed while downloading historical database Download completed with error Check the error log for more details For example For VDN ID you see the following error message in the error log 1101 Database error hvdn The field is too small to accept BCMRD R2 4 2 database supports both 7 digit dial plan and 13 digit dial plan to prevent any errors while downloading and allow smooth display of historical report irrespective of the dial plan you are using The database is modified to support upgraded switches offering a 13 digit dial plan It also supports special characters hyphen and dot for all the supported dial plans 3 Database Merge Utility In BCMRD R2 4 2 changes in database schema enable supporting a 13 digit dial plan The Database Merge Utility enables migrating data from a previous database with an older schema to the latest database The Database Merge Utility is a generic merging tool to merge databases very effectively In case there is a need to generate historical reports from more than one old databases this merge utility should be used to first merge the old databases repeatedly until we have one composite old database and then this merge utility should be used to merge the old and new database You can Avaya Inc Proprietary Use Pursuant to Company Instructions Page
17. oftware 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 the
18. y gt Button to restart communications or click the lt Stop gt button to cancel any further communications Connectivity Error 7013 Back to Problems Fixed section Avaya Inc Proprietary Use Pursuant to Company Instructions Page 13 of 15 Basic Call Management Reporting Desktop R2 4 2 Release Notes Hints and tips To upgrade to BCMRD R2 4 2 Copy BCMRD R2 4 2 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 ServicePack2 2 Merge Utility 3 Setup exe To upgrade BCMRD R2 4 2 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 Avaya Inc Proprietary Use Pursuant to Company Instructions Page 14 of 15 Basic Call Management Reporting Desktop R2 4 2 Release Notes Technical Support If you are having trouble with BCMRD R2 4 2 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 e Logging in to the Avaya Technical Support Web site http www avaya com support e Calling or faxing
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