avaya aura™ contact center 6.3 sp10 localization

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Bulletin Number: Date: 3rd October 2013

Avaya Aura™ Contact Center 6.3 SP10

Localization

RELEASE NOTES

Introduction

This document provides technical information about Avaya Aura Contact Center 6.3 Localization Language

Patch and Voice Prompts for French, German, LA Spanish, Simplified Chinese, Traditional Chinese,

Japanese, Brazilian Portuguese, Russian, Korean and Italian. It describes the software, service update and

known problems, workarounds, and tips.

Note: This Localization information is an addendum to the Avaya Aura™ Contact Center 6.3 Product

Correction Notice (PCN) 1934S available on the Avaya support portal https://support.avaya.com.

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Revision History

Date Revision # Summary of Changes

23rd April 2013 Initial version for AACC 6.3 SP10 This is the original publication

10th

May 2013 Version 6.0 Software line-up and checksums added

22nd

May 2013 GA version Software line-up and list of known issues

updated

29th

May 2013 1.0 Updated with PCN for English SP10

3rd

October 2013 1.1 Updated section 1.1 table to include

CCMM Administration component

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Contents

1. AVAYA AURA™ CONTACT CENTER 6.3 (AACC) LOCALIZATION 6

1.1. Overview of AACC 6.3 I18N and L10N Products & Components 6

2. SOFTWARE 8

2.1. Supported operating systems 8

2.2. Language Patch Bundle Software 8

2.3. Localized Components (CCMA and CCMM) 9

2.4. Software Guide Tables 10

2.4.1. CCCC, CCMS, CCT, CCWS, CCMSU, CCMT, CCLM, AMS, Software Guide 10

2.4.2. CCMA & CCMM Language Patch Software Guide – All languages 11

2.5. Avaya Aura™ Contact Center 6.3 Product Correction Notice (PCN) 1934S 11

3. LANGUAGE SPECIFIC SUPPORT AND CONFIGURATION 11

3.1. Support of CCMA Client 11

3.2. Support of CCMM Client 12

3.3. Support of CCMM Server and Configuration Notes 13

3.3.1. CCMM server / Regional Options Configuration 13

3.3.2. Enable email analyzer 13

3.3.3. Wildcard use (Asian), Limitation 1 - Single Byte Routing 14

3.3.4. Wildcard use (Asian), Limitation 2 - Wildcard * and ? string position 15

3.3.5. Email Domain Names (Asian) 15

3.3.6. CCMM friendly display names 15

4. INSTALL 16

5. LOGGING ON TO CONTACT CENTER MANAGER ADMINISTRATION 16

5.1. Enabling languages 16

5.2. Procedure steps 18

6. START LOCALIZED AAAD CLIENT 19

6.1. Pre-installation steps 19

6.2. Installing the Agent Desktop Client 19

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6.2.1. Prerequisites 19

6.2.2. Procedure steps 19

6.3. Starting the Agent Desktop Client 19

6.3.1. Procedure steps 19

7. START OCMT CLIENT 20

7.1. Pre-installation steps 20

7.2. Logging on to the Outbound Campaign Management Tool 20

7.3. Prerequisites 20

7.4. Procedure steps 20

8. DETECTING LATEST LANGUAGE FILES POST LANGUAGE PATCH INSTALL 21

8.1. Emptying the .Net cache on the client PC running AAAD and OCMT 21

9. COMMENTS ON TRANSLATIONS 21

9.1. French 21

9.2. German 21

9.3. Latin American Spanish 21

9.4. Simplified Chinese 21

9.5. Traditional Chinese 21

9.6. Japanese 22

9.7. Brazilian Portuguese 22

9.8. Russian 22

9.9. Korean 22

9.10. Italian 22

10. CRYSTAL REPORT TEMPLATES 22

10.1. Business Objects Language Packs 22

10.2. Localized templates 23

11. SECURITY FRAMEWORK 26

11.1. Security Framework 26

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11.2. Localization of initial system login notice 26

12. KNOWN ISSUES 27

12.1. For CCMA 27

12.2. For CCMM 31

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1. Avaya Aura™ Contact Center 6.3 (AACC) Localization

Ayaya Aura™ Contact Center 6.3 SP10 localization update for French, German, LA Spanish,

Simplified Chinese, Traditional Chinese, Japanese, Brazilian Portuguese, Russian, Korean and Italian.

Contact Center Manager Administration (CCMA), Avaya Aura™ Agent Desktop (AAAD) and

Outbound Campaign Management Tool (OCMT), Crystal Reports and online Help are translated.

This service pack rolls up a number of critical fixes to issues reported by the customers and found in

Avaya labs. Please take the following actions:

This new critical patch lineup bundles up a number of fixes and is now available for all

deployments.

Customers on all previous releases and line-ups of AACC 6.x and earlier service packs than

SP10, must immediately deploy this service pack and roll-up patches to get the benefit of the latest

available quality fixes.

AACC SP10 is the most up-to-date supported AACC 6.3 lineup. All future patches will only be

created on this line-up.

1.1. Overview of AACC 6.3 I18N and L10N Products & Components

Components that are used by Contact Center agents or by Contact Center supervisors performing non-

specialized functions are localized.

Interfaces to support administration or specialized functions (for example, creating routing

applications) are not localized.

The following table lists all AACC 6.3 products and components in relation to Internationalization and

Localization:

AACC 6.3

Products Component

International

OS Support?

Yes/ No

Localized?

Yes/No

Comments

CCMS All components Yes No

CCT All components Yes No

Server Utility All components Yes No

License Manager All components Yes No

Web Collaboration All components Yes n/a

CCMA Server Components Yes No

Only Administration users

work with Server

Components.

CCMA Contact Center

Management Yes Yes

CCMA Access and Partition

Management Yes Yes

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AACC 6.3

Products Component

International

OS Support?

Yes/ No

Localized?

Yes/No

Comments

CCMA Real-Time Reporting Yes Yes

CCMA Historical Reporting Yes Yes See section 10 for more

details.

CCMA Configuration Yes Yes

CCMA Emergency Help Yes Yes

CCMA Outbound Yes Yes

CCMA Crystal Report

Templates Yes Yes

CCMA NCC Crystal Report

Templates Yes No

CCMA Agent Desktop

Display Yes Yes

CCMA Online Help Yes Yes

CCMA Orchestration

Designer (OD) Yes No

The target audience of the

Localization effort (call

center agents and

supervisors) do not use the

OD tool.

CCMA Configuration Tool Yes No Only administrators use the

Configuration Tool.

CCMA Element Manager Yes No Login page is localized.

CCMM Server Components Yes No

CCMM Administration Yes No

CCMM AAAD Client Yes Yes

CCMM AAAD online Help Yes Yes

CCMM OCMT Client Yes Yes

CCMM OCMT online Help Yes Yes

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2. Software

2.1. Supported operating systems

A language patch contains all supported languages. For CCMA, only languages that are appropriate to

the local operating system of the server can be enabled. For example, the simplified Chinese language

can be enabled on a simplified Chinese OS, however German cannot be enabled on a simplified

Chinese OS.

The following language operating systems support Contact Center Manager Server (CCMS),

Communication Control Toolkit (CCT), Contact Center Manager Administrator (CCMA) Server, Contact

Center Multimedia (CCMM) Server, License Manager (CCLM) and Server Utility (CCSU) co-resident:

** Windows 2008 R2 for Chinese Taiwan must be used.

2.2. Language Patch Bundle Software

Avaya Aura® Contact Center 6.3 Service Pack 10 Language Patch is delivered to customers as Language

Patch bundles.

Language Language Patch Bundle Checksum

All languages AACC_63_ServicePack10_LanguagePatch-0002.zip ad2ecfa7a6f48730427ccd9659f9377c

After the software has been downloaded; extract its content to the local hard-disk using a utility such as

WinZip.

The following is the layout of the extracted language patch bundle:

Software Included in

Bundle

Folder Location

Product

Updates

AACC

Language

Patch

Software

..\ProductUpdates

CCMA ..\ProductUpdate\CCMA\AvayaAura_CCMA_6.3.210.5-

0711_Patch

CCMM ..\ProductUpdate\CCMM\AvayaAura_CCMM_6.3.210.5-

0501_Patch.msi

..\ProductUpdate\CCMM\AvayaAura_CCMM_6.3.210.6-

0517_Patch.msi

Supported Language OS Languages

ZH-CN FR ES DE PT-BR JA ZH-TW RU KO IT

Windows Server 2008 R2 Standard edition Y Y Y Y Y Y Y ** Y Y Y

Windows Server 2008 R2 Enterprise edition Y Y Y Y Y Y Y ** Y Y Y

Windows Server 2008 R2 Standard edition + SP1 Y Y Y Y Y Y Y ** Y Y Y

Windows Server 2008 R2 Enterprise edition + SP1 Y Y Y Y Y Y Y ** Y Y Y

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Language Patch Software details:

Language Language Patches

All languages AvayaAura_CCMA_6.3.210.5-0711_Patch.msi

AvayaAura_CCMM_6.3.210.5-0501_Patch.msi

AvayaAura_CCMM_6.3.210.6-0517_Patch.msi

2.3. Localized Components (CCMA and CCMM)

The following table lists the compatibility between the CCMA language patch and the operating system

language family. Only compatible languages can be enabled on the CCMA server

Supported CCMA Languages

OS

La

ngu

age

FR DE ES PT-BR IT ZH-CN ZH-TW JA RU KO

English Y Y Y Y Y N N N N N

Any 1

Latin1

language

Y Y Y Y Y N N N N N

Simplified

Chinese

N N N N N Y N N N N

Trad.

Chinese

N N N N N N Y N N N

Japanese N N N N N N N Y N N

Russian N N N N N N N N Y N

Korean N N N N N N N N N Y

The following table lists the compatibility between the CCMM language patch and the server operating

system language family.

Note that since the release of AACC 6.3 only one language patch is required to cover all languages.

Serv

er

OS

Lan

gua

ge

Language Patch

Supported

English Y

Any 1 Latin1 language Y

Simplified Chinese Y

Trad. Chinese Y

Japanese Y

Russian Y

Korean Y

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2.4. Software Guide Tables

2.4.1. CCCC, CCMS, CCT, CCWS, CCMSU, CCMT, CCLM, AMS, Software Guide

DVD Version 6.3.0.0.-115 +

CCCC CCMS

AvayaAura_CCCC_6.3.210.0-0677_ServicePack

AvayaAura_CCCC_6.3.210.1-1087_Patch

AvayaAura_CCCC_6.3.210.2-1131_Patch

AvayaAura_CCMS_6.3.210.0-0677_ServicePack

AvayaAura_CCMS_6.3.210.1-1084_Patch




CCT CCWS

AvayaAura_CCT_6.3.210.0-0644_ServicePack

AvayaAura_CCT_6.3.210.1-0300_Patch

AvayaAura_CCT_6.3.210.2-0010_Patch

AvayaAura_CCWS_6.3.210.0-0677_ServicePack

CCMSU CCMT

AvayaAura_CCMSU_6.3.210.0-0641_ServicePack AvayaAura_CCMT_6.3.210.0-0677_ServicePack

CCLM

AvayaAura_CCLM_6.3.210.0-0677_ServicePack

Note: The patch manager tab for CCLM will be

empty if no service update or patch has been installed

for LM.

This is probably correct as 6.3 SP10 may not have

included any License Manger updates therefore no

entry will appear in the patch manager for the license

manager tab.

A license manager instance can be also shared

between servers therefore it may not always be

installed.

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2.4.2. CCMA & CCMM Language Patch Software Guide – All languages

Note 1: AvayaAura_CCMA_6.3.210.5-0711_Patch.msi contain CCMA language files for GUI, online

Help and Reports for all listed languages.

Note 2: AvayaAura_CCMM_6.3.210.5-0501_Patch.msi and AvayaAura_CCMM_6.3.210.6-

0517_Patch.msi contains AAAD and OCMT language files for GUI and online Help for all listed

languages.

Language Patch and their DP dependants are available on the Avaya support portal

https://support.avaya.com

2.5. Avaya Aura™ Contact Center 6.3 Product Correction Notice (PCN) 1934S

For base product known issues and their workarounds in Service Patch 10, please refer to the Avaya

AuraTM

Contact Center 6.3 Service Pack 10 Product Correction Notice (PCN) 1934S available on the

Avaya support portal https://support.avaya.com

3. Language specific support and configuration

NB: The local language operating system, for example French, should be a full language operating system

(installed from the language DVD/CD) rather than as an OS language patch on top of an English operating

system install, for example English Windows 2008 with Microsoft French language patch installed.

3.1. Support of CCMA Client

Language CCMA Client

French Supported on Internet Explorer 7, 8 and 9, Browser’s Language

Preference set to fr-FR. CCMA will be displayed in French if the French

language patch is installed on the server, otherwise it will appear in

English.

German Supported on Internet Explorer 7, 8 and 9, Browser’s Language

CCMA CCMM

Base (As above in 2.4.1)

AvayaAura_CCMA_6.3.210.0-0716_ServicePack

AvayaAura_CCMA_6.3.210.1-0689_Patch



Base (As above in 2.4.1)

AvayaAura_CCMM_6.3.210.0-0670_ServicePack

AvayaAura_CCMM_6.3.210.1-0481_Patch




SFW

ContactCenterSecurityFramework.msi

AvayaAura_SFW_6.3.210.0-0716_ServicePack

SFW02.00.55.00LanguagePack1g.zip

https://support.avaya.com/

https://support.avaya.com/

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Preference set to de-DE. CCMA will be displayed in German if the

German language patch is installed on the server, otherwise it will appear

in English.

LA Spanish Supported on Internet Explorer 7, 8 and 9, Browser’s Language

Preference set to es-CO. CCMA will be displayed in Spanish if the

Spanish language patch is installed on the server, otherwise it will appear

in English.

Simplified Chinese Supported on Internet Explorer 7, 8 and 9, Browser’s Language

Preference set to zh-CN. CCMA will be displayed in Simplified Chinese

if the Simplified Chinese language patch is installed on the server,

otherwise it will appear in English.

Traditional Chinese Supported on Internet Explorer 7, 8 and 9, Browser’s Language

Preference set to zh-TW. CCMA will be displayed in Traditional Chinese

if the Traditional Chinese language patch is installed on the server,


Japanese Supported on Internet Explorer 7, 8 and 9, Browser’s Language

Preference set to ja-JP. CCMA will be displayed in Japanese if the

Japanese language patch is installed on the server, otherwise it will appear

in English.

Brazilian Portuguese Supported on Internet Explorer 7, 8 and 9, Browser’s Language

Preference set to pt-BR. CCMA will be displayed in Brazilian Portuguese

if the Brazilian Portuguese language patch is installed on the server,


Russian Supported on Internet Explorer 7, 8 and 9, Browser’s Language

Preference set to ru-RU. CCMA will be displayed in Russian if the

Russian language patch is installed on the server, otherwise it will appear

in English.

Korean Supported on Internet Explorer 7, 8 and 9, Browser’s Language

Preference set to ko-KR. CCMA will be displayed in Korean if the

Korean language patch is installed on the server, otherwise it will appear

in English.

Italian Supported on Internet Explorer 7, 8 and 9, Browser’s Language

Preference set to it-IT. CCMA will be displayed in Italian if the Italian

language patch is installed on the server, otherwise it will appear in

English.

3.2. Support of CCMM Client

Language CCMM Client

French Supported on French Windows 7, Vista Client and French XP Client

German Supported on German Windows 7, Vista Client and German XP Client

LA Spanish Supported on LA Spanish Windows 7, Vista Client and LA Spanish XP

Client

Simplified Chinese Supported on Simplified Chinese Windows 7, Vista Client and

Simplified Chinese XP Client

Traditional Chinese Supported on Traditional Chinese Vista Client and Traditional Chinese

XP Client

Japanese Supported on Japanese Windows 7, Vista Client and Japanese XP Client

Brazilian Portuguese Supported on Brazilian Portuguese Windows 7, Vista Client and

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Brazilian Portuguese XP Client

Russian Supported on Russian Windows 7, Vista Client and Russian XP Client

Korean Supported on Korean Windows 7, Vista Client and Korean XP Client

Italian Supported on Italian Windows 7, Vista Client and Italian XP Client

3.3. Support of CCMM Server and Configuration Notes

3.3.1. CCMM server / Regional Options Configuration

Language CCMM Server

French CCMM Server installed on French 2008. Regional option default (French)

German CCMM Server installed on German 2008. Regional option default (German)

LA Spanish CCMM Server installed on Spanish 2008. Regional option default (Spanish)

Simplified Chinese CCMM Server installed on Simplified Chinese 2008. Regional option default

(Simplified Chinese)

Traditional Chinese CCMM Server installed on Traditional Chinese 2008. Regional option

default (Traditional Chinese)

Japanese CCMM Server installed on Japanese 2008 Regional option default

(Japanese)

Brazilian Portuguese CCMM Server installed on Brazilian Portuguese 2008. Regional option

default (Brazilian Portuguese)

Russian CCMM Server installed on Russian 2008. Regional option default (Russian)

Korean CCMM Server installed on Korean 2008. Regional option default (Korean)

Italian CCMM Server installed on Italian 2008. Regional option default (Italian)

3.3.2. Enable email analyzer

Language Email Analyzer

French Change default SimpleAnalyzer to FrenchAnalyzer

German Change default SimpleAnalyzer to GermanAnalyzer

LA Spanish Change default SimpleAnalyzer to AlphanumericAnalyzer

Simplified Chinese Change default SimpleAnalyzer to ChineseAnalyzer

Traditional Chinese Change default SimpleAnalyzer to ChineseAnalyzer

Japanese Change default SimpleAnalyzer to CJKAnalyzer

Brazilian Portuguese Change default SimpleAnalyzer to BrazilianAnalyzer

Russian Change default SimpleAnalyzer to RussianAnalyzer

Korean Change default SimpleAnalyzer to CJKAnalyzer

Italian Change default SimpleAnalyzer to ItalianAnalyzer

See French as an example:

An English email analyzer (AlphanumericAnalyzer) is enabled by default for keyword analysis of

English Latin-1 character sets on the CCMM server. A FrenchAnalyzer should be specified for French.

The mailservice.properties file on the CCMM Server specifies what analyzer is used and lists all

supported analyzers in the comments.

Action needed: Update mailservice.properties file on the CCMM server to enable the email analyzer

for French

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1. Stop the CCMM Email Manager service on the server.

2. Navigate to D:\Avaya\Contact Center\Multimedia Server\Server Applications\EMAIL.

3. Open mailservice.properties.

4. Change the properties of the file from read only to write available.

5. In the <box> search for the line mail.analyzer=AlphanumericAnalyzer.

6. Change mail.analyzer=AlphanumericAnalyzer to mail.analyzer=FrenchAnalyzer.

7. Start the CCMM Email Manager service on the server.

The keyword is used correctly for routing email messages with a French string.

3.3.3. Wildcard use (Asian), Limitation 1 - Single Byte Routing

NB: The following wildcard limitation applies to Asian languages only

Again, using Japanese is used as an example, but all Asian languages using double byte will apply;

To route a single byte keyword, you must save the keyword as DOUBLE byte on the server.

There is a limitation when enabling the email analyzer to Japanese (CJKAnalyser).

This is a limitation of the creator of the analyzer, Lucene.

A problem arises ONLY when using SINGLE BYTE characters in the keyword, double byte routes

successfully.

To route a single byte keyword, you must save the keyword as DOUBLE byte on the server.

There are no new files needed for this workaround.

Action: The workaround is to add DOUBLE byte keywords to route both single and double byte

successfully.

If you wish to route a single byte keyword to a skillset, you must setup the keyword in DOUBLE byte.

For example to route the single byte keyword コプタto a skillset called EM_Test do the following.

1) Create a DOUBLE byte keyword

In the Multimedia Administrator, click the plus sign (+) next to Contact Center Multimedia, click

the plus sign next to E-mail Administration, and then double-click Keyword Groups.

The Keyword Groups window appears.

To create a new keyword group, click New.

In the Name box, type a unique name for the keyword group (maximum 64 characters. This

NAME must be in English). E.g. “DoubleByteCoputa”

In the Keyword box, type the word (in DOUBLE byte) you will be searching for.

E.g. “コプタ” Click Add.

The keyword is added to the list, and the keyword group is created. Click Save.

2) Create a Rule to route the keyword to a skillset

Start the Rule Configuration Wizard.

On the Rule Configuration Wizard – Input Criteria window, under Available Keyword Groups,

select a keyword group you want to use for this rule. E.g. “DoubleByteCoputa”

Click the black arrow to insert the keyword group name into the selection box.

Click Next.

In the Rule box, type the name for your rule. E.g. “DoubleByteCoputaRule”

In the Skillset box, select a skillset for your rule. . E.g. “EM_Test”

Click Save.

Click Finish. Your rule is created with the keyword group.

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3) Send in an email with the SINGLE byte word コプタ.

The single byte keyword now routes successfully to the EM_Test skillset.

** Note this also applies when using wildcards in keywords.

3.3.4. Wildcard use (Asian), Limitation 2 - Wildcard * and ? string position

NB: The following wildcard limitation applies to Asian languages only

Wildcard ‘?’ or ‘*’ can only be used at the end of a keyword in a Japanese environment.

When using the wildcard ‘*’ or ‘?’, it can only be used at the end of a string

for example:

たば* = ok

た*た = no

Note:

To route the wildcard keyword successfully, the ‘*’ can be entered in either full-width or half width.

The ‘?’ can be entered in full-width only

3.3.5. Email Domain Names (Asian)

NB: The following applies to Asian languages only

Using Japanese as an example:

Internationalized Domain Names are defined by RFC 3490. They can include glyphs from East Asian

languages. The take-up on these domain names has been low to date - mostly because of the dangers of

‘phishing’ sites (an email with a link to www.aib.ie in an email might point you to a site that has the

"i" and a "b" in the domain but some other glyph resembling an "a".

W3C have identified a means of using ‘punycode’ to implement IDNs - this basically provides an

ASCII equivalent to the domain name. Normally, the client (web browser or email client) accepts the

IDN in native characters and converts it to ‘punycode’ e.g. [email protected] . The

receiving client will identify the sender as being a punycode’ string and resolve to the native

characters. CCMM can support IDNs by having the user enter a punycode’ email address directly. The

receiving client will be capable of rendering the native characters.

3.3.6. CCMM friendly display names

Display names are referred to in the CCMM Server online Help in section Creating or changing a

recipient, section 99. In the Display Name box, type the friendly name you want to appear in the e-

mail From address (for example, Customer Support). You must enter a display name for each mailbox.

In response to the case reported above, the Internet Standard IETF RFC 1036, Section 2.1, permits

only ASCII characters in the display name.

Some email vendors, such as MS Outlook, included, invalidly permit double-byte display names

which are contrary to the Internet Standard. CCMM has always strictly adhered to the Internet

Standard and handles only ASCII characters.

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4. Install

The information contained in this document is a supplement to the Avaya Aura™ Contact Center

documents, not a replacement.

Please review the known installation issues (section 12) before you install.

Install all components of the base (English) product first. Ensure that the system is working correctly

before installing the Language patches using the instructions below.

Install Language patches after you apply the latest service update to the System.

The Language Patch and all service updates are visible in the Contact Center Patch Manager.

5. Logging on to Contact Center Manager Administration

Log on to Contact Center Manager Administration to access the application and administer the contact

center.

5.1. Enabling languages

The customer can no longer decide if a language should be installed, a new CCMA Configuration

utility was added to enable a language.

The Language Settings utility is accessed from the CCMA Configuration screen.

The AACC 6.3 GA version has English only on the list. English is always enabled and cannot be

disabled. The utility shows the current server code page. English is for the current server code page in

the screenshot below. For example, on Japanese server, Japanese will show Code Page 932.

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Once the language patch is installed, all localized languages will appear. Only languages matching the

current server code page can be enabled, others are disabled.

The utility supports multiple row selection and space bar toggling of enabled checkbox. To quickly

enable or disable all supported languages, press [Ctrl] + A, then press space bar.

Note: If server code page changes, previously enabled languages can still be changed. User should disable the languages not supported. CCMA will only use languages if code page matches.

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5.2. Procedure steps

Note:

To launch CCMA in a local language (French for example):

Install the language patch on the CCMA server and enable French language as described in section

5.1.

From a French client PC, start Internet Explorer to connect to the CCMA server.

If you wish to launch CCMA in a local language (French for example) BUT THE CLIENT

OPERATING SYSTEM IS ENGLISH,

Install the French language patch on the CCMA server.

From an English client PC, change the browser language to French in the internet options, using

the following steps.

1. Launch Internet Explorer.

2. In Internet Explorer, click Tools ➝Internet Options.

Result: The Internet Options window appears.

3. Click Languages.

Result: The Language Preferences window appears.

Verify that the language you want to use appears in the Language box. E.g. French [France] [fr],

4. If the language does not appear in the box, then you must add it as follows:

a. Click Add.

Result: The Add Language window appears.

b. From the list of languages, click the appropriate language, and then click OK.

Result: The language now appears in the Language Preferences window.

c. Proceed with the next step to move the language to the top of the box.

5. If the language you want to use appears in the box, then you must move it to the top of the list as

follows:

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

b. Click Move Up until the language appears at the top of the box.

c. Click OK to close the Language Preferences window.

6. Click OK to close the Internet Options window.

7. In the Address box, type the URL of the Contact Center Manager Administration server. The

default URL is http://<server name>:81, where <server name> is the computer name of the Contact

Center Manager Administration server.

Attention: Do not type the IP address in the Address box. Using the IP address results in problems

with Scripting, Historical Reporting, Configuration, Contact Center Management, and Access and

Partition Management.

8. In the User ID box, type your user ID.

9. In the Password box, type your password.

10. Click Login.

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6. Start Localized AAAD Client

6.1. Pre-installation steps

Information on how to start AAAD (Only when a language patch installed)

NOTE:

To start AAAD in a local language (French for example);

Install the language patch on the CCMM server.

From a French client PC, start AAAD.

If you wish to launch AAAD in a local language (French for example) BUT THE CLIENT



Change the Format, Location, Display language and Language for non-Unicode programs, in

Control Panel > Region and Language settings, to French.

Make sure that no Agent Desktop Client is installed on the desktop and the .Net cache is clear after

uninstalling previous versions of Agent Desktop Client. See Section 8.1, "Emptying the .Net cache on

the client PC running AAAD and OCMT," for steps to clear the .Net cache. Procedures such as

uninstalling application and flushing out the .Net cache require administrator rights.

6.2. Installing the Agent Desktop Client

Install the Agent Desktop if you are launching the application for the first time or if you are launching

the application following installation of an upgrade or a patch.

6.2.1. Prerequisites

Ensure that the administrator has configured your Windows User ID in CCT and that you have a valid

User ID, Password, and Domain for use with Contact Center Agent Desktop.

6.2.2. Procedure steps

1. In Windows Explorer or Internet Explorer, enter the HTTP address (URL). The correct URL format

is http://<Contact Center Multimedia servername>/agentdesktop/LANGUAGE CODE*

Using French as an example, the URL is http://ccmmservername/agentdesktop/fr

2. Click Launch AAAD.

3. Click Install.

6.3. Starting the Agent Desktop Client

Start the Agent Desktop when you are ready to view the application.

• Ensure that you install Avaya Aura Agent Desktop.

• Ensure that the administrator configures your Windows User ID in CCT and that you have a valid

User ID, Password, and Domain for use with Contact Center Agent Desktop.

6.3.1. Procedure steps

1. In Windows Explorer or Internet Explorer, enter the HTTP address (URL). The correct URL format

is http://<Contact Center Multimedia servername>/agentdesktop/LANGUAGE CODE*

Using French as an example, the URL is http://ccmmservername/agentdesktop/fr

2. Click Launch AAAD on the web page.

or

Click Windows Start, All Programs, Avaya, Avaya Aura Agent Desktop 6.0.

http://ccmmservername/agentdesktop/fr

http://ccmmservername/agentdesktop/fr

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The Agent Desktop toolbar appears. If a CCT Connection Failure message appears, your Windows

User ID is not configured on CCT. Click Retry to enter valid User Credentials or click Cancel to

exit the application.

* Applicable LANGUAGE CODEs to be used are:

French = fr

German = de

LA Spanish = es

Simplified Chinese = zh-cn

Traditional Chinese = zh-tw

Japanese = ja

Brazilian Portuguese = pt-br

Russian = ru

Korean = ko

Italian = it

7. Start OCMT Client

7.1. Pre-installation steps

Information on how to start OCMT (Only when a language patch installed)

NOTE:

To launch OCMT in a local language (French for example);


From a French client PC, launch OCMT.

If you wish to start OCMT in a local language (French for example) BUT THE CLIENT



Change the Format, Location, Display language and Language for non-Unicode programs, in

Control Panel > Region and Language settings, to French.

Make sure that no OCMT Client is installed on the desktop and the .Net cache is clear after

uninstalling previous versions of OCMT Client. See Section 8.1, "Emptying the .Net cache on the

client PC running AAAD and OCMT," for steps to clear the .Net cache. Procedures such as

uninstalling application and emptying the .Net cache require administrator rights.

7.2. Logging on to the Outbound Campaign Management Tool

Log on to the Outbound Campaign Management Tool in the Contact Center Manager Administration

application to open the application to configure, monitor, and maintain an outbound contact campaign.

7.3. Prerequisites

Ensure that your contact center is licensed for outbound campaigns.

Ensure that you have a Contact Center Manager Administration user name and password.

7.4. Procedure steps

1. Log on to Contact Center Manager Administration.

2. On the Launchpad, click Outbound.

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3. In the left pane, select a Contact Center Multimedia server.

The translated Outbound Campaign Management Tool window appears.

8. Detecting latest Language files post language patch install

When the language patch is installed on the CCMM server, the client runs the English AAAD and OCMT

applications and does not pick up the language files. The client has previously launched English-only

AAAD and OCMT applications from the server and these files are now stored in the GAC (.Net cache) on

the client PC. The .Net cache (GAC) therefore, needs to be emptied on the client PC so the latest English

and language files can be taken from the server.

Note: If you install an updated language patch, the client still runs applications with cached language

files. The .Net cache (GAC) must be emptied, so the latest language files can be taken from the server.

8.1. Emptying the .Net cache on the client PC running AAAD and OCMT

Procedures such as uninstalling application and emptying the .Net cache require administrator rights.

1. Close AAAD and OCMT.

2. Click Add/Remove Programs.

3. Remove Avaya/Avaya Aura Agent Desktop 6.2.

4. Navigate to C:\Documents and Setting\USERNAME\local settings\apps\ .

5. Delete the 2.0 folder.

Note: This folder may be hidden. If so, open Windows Explorer and click on Tools, Folder

options. Choose the View tab. Under Files and folders or Hidden files and folders, choose to

show hidden files and folders. Click Apply and click OK.

6. Start AAAD to download the latest AAAD files from the CCMM server.

7. Start OCMT from CCMA to download the latest OCMT files from the CCMM server.

9. Comments on Translations

9.1. French

Translation of the software attempts to find terms that are acceptable to both Canadian and European

French speakers. Some translations are different from the terms usually used in your region.

9.2. German

No special comments.

9.3. Latin American Spanish

Translation of the Software attempts to find terms that will be acceptable to both Latin American and

European Spanish speakers. This may result in some translations being different from the terms

usually used in your region.

9.4. Simplified Chinese


9.5. Traditional Chinese


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9.6. Japanese


9.7. Brazilian Portuguese


9.8. Russian


9.9. Korean


9.10. Italian


10. Crystal Report templates

10.1. Business Objects Language Packs

In order to view localized crystal report templates, Business Objects offers language packs which are

included on the AACC DVD - under the path \ThirdParty\Crystal RAS 2008\package\langs. Please

install the relevant language pack.

Upgrades install Crystal and the language packs from the Service Patch Bundle and not the original

language packs from DVD.

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10.2. Localized templates

The following table outlines which Historical reports are provided localized in French, German,

Italian, LA Spanish, Brazilian Portuguese, Korean, Japanese, Russian, Simplified and Traditional

Chinese. Additional reports are localized in some regions to maintain consistency with previous

localized releases.

CCMA Report

Type

Report Template Name Localized?

Contact Center

Contact Summary Y

Originator By Disposition Y

Activity Code By Address Y

Agent By Address Y

Contact Duration Y

Multimedia

Contacts Closed by Reason Code Y

Contacts Closed by Skillset Y

Contacts Details Y

Contacts Outstanding Detail Y

Contacts Outstanding Summary Y

Contacts Received by Skillset Y

Outbound

Campaign Call Details Y

Campaign Performance Y

Campaign Script Results Details Y

Campaign Summary Y

Script Summary Y

Agent

Performance

Activity code by agent Y

Agent average calls per hour Y

Agent average calls per hour - bottom five Y

Agent average calls per hour - top five Y

Agent by Activity Code Y

Agent by Application Performance Y

Agent by Skillset Performance Y

Agent DN Performance Y

Agent DN Performance Calls Answered, Bottom 5 N

Agent DN Performance Calls Answered, Top 5 N

Agent Efficiency Y

Agent Efficiency By Contact Type Y

Agent Efficiency By Skillset Y

Agent Login/Logout Y

Agent NACD Activity N

Agent Performance Y

Agent Performance by Supervisor Y

Agent Performance Calls Answered, Bottom 5 N

Agent Performance Calls Answered, Top 5 N

Agent Short Calls Y

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CCMA Report

Type


Agent Transferred/Conferenced Activity Y

Estimated Revenue by Agent N

Not Ready Reason Codes by Agent Y

Skillset by Agent Performance Y

Call-by-Call

Call by Call Statistics Y

Configuration

Config - Activity Code Properties Y

Config - Agent By Supervisor Properties Y

Config - Agent Properties Y

Config - Agent Skillset Assignment Y

Config - Agent Skillset Properties Y

Config - Agent Supervisor Assignment Y

Config - Application Properties Y

Config - Application Script Properties Y

Config - Application Template Properties Y

Config - CDN (Route Point) Properties Y

Config - Database View Definitions Y

Config - DNIS Properties Y

Config - Formula Properties Y

Config - Historical and Real Time Statistics

Properties

Y

Config - IVR Queue and Port Properties Y

Config - Logged In Agent Y

Config - Multimedia Y

Config - Route Properties Y

Config - Script Variable By Script Y

Config - Script Variable Properties Y

Config - Skillset Properties Y

Config - Supervisor Properties Y

Config - Telephone Display Properties Y

Config - User Access Privilege Y

Config - Real Time Template Properties N

Networking

Config - Network Site and Application Properties n/a

Config - Network Skillset Routing Properties n/a

Crosstab - Network Incoming Calls n/a

Crosstab - Network Outgoing Calls n/a

Network Application Performance n/a

Network DNIS Statistics n/a

Network Incoming Calls n/a

Network Outgoing Calls n/a

Network Route Performance n/a

Network Skillset Performance n/a

Network Skillset Timeline Y

Network Skillset Timeline By Contact Type Y

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CCMA Report

Type


Contact Summary Activity Code By Address Y

Agent By Address Y

Contact Duration Y

Contact Duration By Agent Y

Contact Summary Y

Contacts By Agent Y

Originator By Disposition Y

Others

Activity Code By Application N

Application by Activity Code Y

Application By Skillset N

Application Call Treatment Y

Application Delay Before Abandon Y

Application Delay Before Answer Y

Application Performance Y

CDN (Route Point) Statistics Y

Crosstab - Application Performance N

Crosstab - CDN (Route Point) Statistics N

Crosstab - DNIS Statistics N

Crosstab - Route Performance N

Crosstab - Skillset Performance N

Crosstab - Trunk Performance N

DNIS Statistics N

Music/RAN Route Statistics N

Route Performance N

Skillset By Application N

Skillset Performance Y

Skillset Timeline Y

Skillset Timeline By Contact Type Y

Trunk Performance N

Predictive

Outbound

Agent Productivity n/a

Agent Time Summary n/a

Predictive Campaign Summary n/a

Dialing Statistics n/a

Diligence Report By Phone Number n/a

Diligence Report by Portfolio & Retrieval Key n/a

Management Summary n/a

Administration

Users Y

Report Groups Y

User Defined Partitions Y

Access Classes Y

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11. Security Framework

11.1. Security Framework

If you are using the Security Framework, a specific patch provides the localized version of the Security

Framework. The name of the patch is SFW02.00.55.00LanguagePack1g.zip and is stored on

support.avaya.com.

The patch contains all the modifications included in the previous language patches, plus the translations in

French, German, LA Spanish, Simplified Chinese, Traditional Chinese, Japanese, Brazilian Portuguese,

Russian, Korean and Italian for the Password Change page and its instructions.

Prior to installing the patch, ensure that you start from a clean installation of CCMA and corresponding

security framework.

To install:

1. Stop the JBoss server/service

2. Unzip the new patch into the root of the Security Framework directory (for example D:\Avaya\Contact

Center\Security Framework)¹

3. Accept any override

4. Restart the JBoss server/service

Note: Select the correct root of the Security Framework directory to ensure the patch is applied.

Note: Only the Login page is localized.

11.2. Localization of initial system login notice

When you start localized versions of Security Framework, on the log in page, you may notice that some text is

not localized.

The text shown above is boilerplate text in English that administrator updates when configuring Contact

Center for the first time. The administrator can choose to make the appropriate updates while leaving the text

in English or can choose to replace the entire notice with one in the appropriate language.

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12. Known issues Known issues are listed in this section.

If you encounter a feature issue, review this document and report the issue if it is not listed here.

12.1. For CCMA

French

wi00983865 - S3 - [FR] AACC6.2-CCMA-SP5-RU03-Online Help: The word “Nodal” in the online help of

RTR is wrong

German

Latin Spanish

wi00935510 - S3 - [ES] - AACC6.2-CCMA – HR – Network Skillset Timeline - Midnight truncation

Brazilian Portuguese

wi01039279 - S3 - [PT-BR] AACC6.2-CCMA-SP6-CCM: Add many users, hardcode “IsCTIEnabled” on

error message

Japanese

wi01061016 - S3 - AACC6.2 SP7 HR_Data on Network skillset Performance report is drop down

wi01061025 - S3 - AACC6.2 SP7 HR_The avg skillset time row on Agent performance report is truncated

wi01057051 - S3 - The name of month displays incorrectly in Japanese language.

Korean

wi00994137 - S3 - [KO] AACC6.2-CCMA-SP5-RU03: Server Connection Status - Refresh - Truncation

Russian

wi00961223 - S3 - [RU] L10N AML AACC_6.2_SP4_CCMA: Submit button in Phoneset Displays is

truncated

wi00983876 - S3 - [RU] AACC6.2-CCMA-SP5-RU03- Online Help: Hardcode “ Skillset” on help page of

Graphical display

Simplified Chinese

wi00984348 - S3 - [ZH-CN] AACC6.2-CCMA-SP5-RU03-RTR: Dashboard display – Options - Truncation

wi01035249 - S3 - [ZHCN] AACC6.2–CCMA-SP6-HR: Some information of Online Help is not localized

wi01061051 - S3 - [ZHCN] AACC6.2 SP7 HR RCW In help file, the word -show- is not localized

wi00981688 - S3 - [ZH_CN] AACC6.2-CCMA-SP5-RU03-OH-HR: The help information shows hardcode

wi00864986 - S3 - AACC6.1_CCMA: The CCM and CCMA aren’t showed full name

wi01055185 - S3 - [ZHCN] AACC6.2 SP7 CCMA-CCM _ Can not add many agent by .csv file that

download in CCM of ZHCN server.

wi00997294 - S4 - [ZH-CN] AACC6.2–CCMA-SP5-RU03-HR: On Administration- Report Groups report,

string “Server:” displays improperly

Traditional Chinese

wi00893776 - S3 - AACC6.2: On zh-tw Script Variables By Script report, ensure fields in header are from

ScriptVariableProperties

wi01042721 - S3 - [ZHTW] AACC6.2-SP6-CCMA-Online Help-HR-Procedures-To schedule reports: the

strings isn’t localized

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Internationalization issues or common across all languages and require a base fix

wi01090686 - S2 - I18N_JA_OAM_Cannot add a voice skillset on Japanese system

wi01090085 - S2 - I18N_RU_CommontComponent_Cannot acquire root certificate for MBT 6.3 system on

Russian

wi01098413 - S3 - ContactType changed to E-Mail instead of EMail after language patch installing

wi00941466 - S3 - [All languages] - AACC6.2 - CCMA - CON – Skillsets: expand column shows hardcode

wi01035253 - S3 - [DE][JA] AACC6.2–CCMA-SP6-HR: Some strings in Configuration report are hardcode

wi01078463 - S3 - CCMA - Login page - User name vs User ID - inconsistency issue in ENG

wi00958343 - S3 - [FR][DE] AACC6.2_CCMA: HR - Report Creation Wizard - header/footer fields (report

interval, site name etc.) - unlocalized

wi01055141 - S3 - L10N_RU_SP7_RTD the window is not large enough - Help button is truncated with

pattern display mode in Site Summary chart

wi01037431 - S3 - [DE][JA] AACC6.2–CCMA-SP6-HR: Some strings in Configuration report are hardcode

wi00931548 - S3 - [CHT][JA]- AACC6.2-CCMA - Config – No error message display when typing an

invalid Call Presentation Classes

wi00942294 - S3 - [All languages] AACC6.2 – CCMA – RTR: The tooltips aren’t localized when applying

filters to real-time displays

wi00981714 - S3 - [All languages]AACC6.2-CCMA-SP5-RU03-OH-CON: HTML code appears on the help

information of Historical Statistics

wi00934037 - S3 - [All languages] - AACC6.2- CCMA – Config/CCM – Hardcode on Contact Types

wi00994959 - S3 - [All languages] AACC6.2-CCMA-SP5-RU03-HR:Outbound-Campaign Summary -

Disposition Codes unlocalized

wi01087058 - S3 - CCMA - HR - Report Creation Wizard - Formulas - New - Validate - Appearance of error

message

wi01029153 - S3 - [ES] AACC6.2–CCMA-SP6-HR: Some strings in the Config-Agent skillset assignment

report details are hardcode

wi00959118 - S3 - [All languages] AACC6.2 – SP5 – CCMA - HR: Fields selection of RCW should be

localized

wi01093577 - S3 - I18N_ CCT console- Cannot open user information and there is an error message on CCT

Console when open a CCT user that has username in extended character

wi00935839 - S3 - [All languages] - AACC6.2 - CCMA - CON – Skillsets: expand column shows hardcode

wi01053041 - S3 - [I18N] [CN-ZN] CCMS- Server Configuration- Some fields of the Customer

wi00795153 - S3 - SCE8.0 - I18N: Should support to add AMD data with language chars in name

wi01095806 - S3 - AACC 6.4: Blended Agent DateTime columns do not use client date time format

wi00930884 - S3 - CCMA8 - Can not create a skillset with special characters on Japanese & Chinese

wi01097365 - S3 - CCMA - HR - Outboung - Campaign Script Results Details - (table name: ..., typefield: ...)

- no proper linebreak when string is divided to two due to its length

wi01097386 - S3 - CCMA - Launchpad - Emergency Help - Date/time

wi01057685 - S3 - L10N_SP7_HR _ The time box on Outbound Performance is truncated

wi00868167 - S3 - AACC6.1_CCMA_KO: On HR template, the display for Korean full name is wrong

wi00868168 - S3 - AACC6.1_CCMA_KO: On RTR, the display for Korean full name is wrong

wi00934076 - S3 - [All languages] - AACC6.2- CCMA – HR – Hardcode on Selection Criteria

wi00999630 - S3 - [All languages] AACC6.2-CCMA-SP5-RU03-CON: Hardcode on error message when

choosing an invalid CCMS

wi00958646 - S3 - [FR][DE] CCMM - AAAD - Not Ready mode with reason code: Codes unlocalized

wi00958624 - S3 - [All languages] - AACC6.2 – SP5 – CCMA: The Application name should be localized

wi00958636 - S3 - [All languages] - AACC6.2 – SP5 – CCMA - CCM: All type of default skillsets should be

localized

wi01031466 - S3 - [ZHTW] AACC6.2–CCMA-SP6-RTR: Make Display Copy-Confirmation Message -

Encoding-VAR not externalized correctly

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wi00932131 - S3 - AACC6.1_CCMA: CCM_Assignements_ Year and Month is reversed. Today isn’t

localized

wi00932133 - S3 - AACC6.1_CCMA_KO: On HR template, the display for Korean full name is wrong

wi00932134 - S3 - AACC6.1_CCMA_KO: On RTR, the display for Korean full name is wrong

wi00963713 - S3 - [All languages] - AACC6.2-CCMA – HR - RCW – Folder under Open Existing Report

isn’t localized

wi01069523 - S3 - [SP9] I18N Simplified Chinese- Trace Control The string Historical reporting is truncated

under CCMA section on Application column

wi01004254 - S3 - [All languages] AACC6.2-CCMA-SP5-RU03-MUL: Hardcode on notice message when

launching an invalid CCMM server

wi01070076 - S3 - [SP9][I18N][RU] HR_There is hardcode string in Template Name text box while saving

the report imported

wi00932240 - S3 - AACC.2_CCMA_L10N: On HR, hardcode when scheduling export to .HTM file

wi01091272 - S3 - I18N_RU_CCMA_Hardcode Server ID and hardcode Select All should be separated in

Associated Communication Manager Servers table

wi01091274 - S3 - I18N_JA_APM_Can create a report group that has the same name with a default report

group

wi01091278 - S3 - I18N_JA_CCMA_Backup_The name of a Japanese shared folder on Backup and restore

tool is displayed in unknown characters

wi01076190 - S3 - AACC6.3 SP10_CCMA_Other language options disappear on CCMA language settings

wi00865033 - S3 - AACC6.1_CCMA: CCM_Assignements_ Year and Month is reversed. Today isn’t

localized

wi01065732 - S3 - CCMA - Configuration - Historical Statistics - Error Message - Hardcoded

wi00997736 - S3 - [I18N] [ZH-CN] AML_SP5 CCMA- CCM- Can not add an agent with the properties fields

reaching of the maximum characters

wi00935936 - S3 - [All languages] - AACC6.2 - CCMA - HR – RCW: preview report isn’t localized

wi00935938 - S3 - [All languages] - AACC6.2 - CCMA - HR – RCW: Field Selection isn’t localized

wi01050988 - S3 - AML6.2 Error message contain hardcode if modifying tab in NCC server

wi01050992 - S3 - I18N multimedia template issues

wi01087038 - S3 - EN - CCMA - Scripting - Create new variable - Name format problem

wi01087055 - S3 - CCMA - (Configuration) - Multiplicity Presentation Classes - Save confirmation window -

Source

wi01026364 - S3 - [I18N] AACC6.2-SP6-HR: All skillsets is not shown after clicking List All button.

wi01093250 - S3 - I18N_CCMA_Thresholdclass_The content of new threshold class cannot display after

modify name

wi00941779 - S3 - [ES] - AACC6.2-CCMA – HR – Network Skillset Timeline - Midnight truncation

wi00941782 - S3 - [All languages] - AACC6.2 - CCMA - HR - Schedule - Hours format – singular/plural

issue

wi00983373 - S3 - [ES]AACC6.2-CCMA-SP5-RU03-RTR: On agent map, the pop-up window has a

truncated string

wi00964034 - S3 - [CHT] [DE] [PTB] [RU] [FR] - CCMM - AAAD - AACC bar - unlocalized

wi00931587 - S3 - CHT][JA]- AACC6.2-CCMA - Config – No error message display when typing an invalid

Call Presentation Classes

wi00971129 - S3 - [FR] [AML language system] AACC6.2 SP5-CCMA-CON: Truncated labels on Phoneset

Displays

wi01089063 - S3 - I18N_CCMA_Names of Contact Type on Multiplicity page are not localized

wi01089066 - S3 - I18N_CCMA_Hardcode Route_Template on Routes page is not localized

wi00987633 - S3 - [ZH-TW] AACC6.2-CCMA-SP5-RU03-HR: Hardcode issue on Config - Real Time

Template Properties report

wi00904632 - S3 - AACC.2_CCMA_L10N: On HR, hardcode when scheduling export to .HTM file

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wi01086696 - S3 - [CHS] CCMA - HR - Agent by Skillset Performance - Layout issue

wi00981156 - S3 - [All languages] AACC6.2-CCMA-SP5-RU03-CON: Some fields can input invalid

character by using language keyboard

wi00984399 - S3 - [IT] AACC6.2-CCMA-SP5-RU03-HR: Hardcode Voice on Agent efficiency by contact

type report

wi00984409 - S3 - [ES][DE][KO] AACC6.2-CCMA-SP5-RU03-HR: Hardcode “Y” on Config-Agent

Properties report

wi01067455 - S3 - [CHS][KOR][CHT][JPN] CCMA - CCM - Create new Agent in Asian name - Error

message - Hardcoded

wi00941429 - S3 - [RUS] - AACC6.3 - AMS Element Manager - Russian name of Network Connections

display incorrectly

wi00865025 - S3 - AACC6.1_CCMA: The reversed surname /firstname display on APM component

wi01079625 - S3 - CCMA (I18N) statistic settings lost in Dashboard display if locale updated

wi00999585 - S3 - [PT-BR] AACC6.2-CCMA-SP5-RU03-CON-NCC: Run Assignment now button and the

year in Start date box are truncated

wi00823254 - S3 - CCMA8 - Can not create a skillset with special characters on Japanese & Chinese

wi01086501 - S3 - EN - CCMA - RTR - Private Tabular Displays - Threshold colors - Click here to select %1

- Valiable issue

wi01039262 - S3 - [All languages] AACC6.2-CCMA-SP6-CCM: Loading tooltip is not localized on CCM

component

wi01039259 - S3 - [All languages] ACC6.2-CCMA-SP6: Appear hardcode tooltip on Connection Status

window

wi01043052 - S3 - [IT] AACC6.2-SP6-CCMA-RCW: The word “Monthly” should be displayed in one line

wi01043056 - S3 - [RU] AACC6.2-CCMA-SP6_RTR: The sort icon is showed at incorrect position

wi01038978 - S3 - [ES] AACC6.2-CCMA-SP6-HR: The string Run On Server is not shown fully on

Synchronize user imported report templates page

wi01036814 - S3 - [ZHCN] AACC6.2-SP6-CCMA-HR: String “Address” is not localized in Contact

Summary report

wi00997395 - S3 - [PT-BR][ES][JA]ACC6.2–CCMA-SP5-RU03-HR: The header information of Agent

performance report is truncated

wi01040691 - S3 - [All languages] AACC6.2-CCMA-SP6-Scripting: Hardcode tool tip Script Variables

wi01057666 - S3 - [ES] [IT] 6.2 SP7 HR RCW-The name of warning window is shown same string code

wi01097361 - S3 - [EN] CCMA - (CCM) - Agent, skillset view - Inaccessible scroll bar - Layout

wi01040799 - S3 - [All languages] AACC6.2-SP6-CCMA-Configuration: “Let Call Ring” isn’t localized

wi01036307 - S3 - [ZHCN] AACC6.2-CCMA-SP6-HR: Some information isn’t aligned in the same row or

column on Agent Performance report

wi01055183 - S3 - [All Language] AACC6.2- SP7-CCM_Hardcode tooltip-Anonymous Blind-and -Specify

Domain Account-

wi00933296 - S3 - [All languages] - AACC6.2 - CCMA - HR - Schedule - Hours format – singular/plural

issue

wi00933312 - S3 - [All languages] AACC6.2 – CCMA – RTR: The tooltips aren’t localized when applying

filters to real-time displays

wi00938827 - S3 - [All languages] AACC6.2 – CCMA – APM: Bad layout on choosing partitions for user

wi00995050 - S3 - [All languages] AACC6.2-CCMA-SP5-RU03-CCM: Schedule Events – Date and Time

format

wi01044064 - S3 - [L10N] String in RTR table at Index 91 isn't localised coresponding to the en-us column

wi00845838 - S3 - CCMA6.1 Remove skillset field from Campaign Performance, Campaign Summary report

wi01038522 - S3 - [RU][JA] ACC6.2-CCMA-SP6-OH: Appear HTML tag in Online Help of Configuration

component

wi01058355 - S3 - L10N: OAM Errors - Hardcoded Messages

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wi00872349 - S3 - AACC6.2: CCMM reports do not recognise Scheduled Callback as a form of Outbound

wi00872355 - S3 - AACC6.2: CCMM reports do not recognise Scheduled Callback as a form of Outbound

wi00872370 - S3 - 6.2 HR: The phone number data is overlapped by Process Date/Time field in Campaign

Script Results Details

wi00893823 - S3 - AACC6.2: IVR Transfered field missing from translated DNIS Statistics reports

wi00850105 - S3 - CCMA8: POB - Agent Time Summary report is displaying incorrectly

wi00845388 - S3 - AACC6.2 – The PostCallProcessing TimeOut is not appeared on the Contact Summary

report

wi00887637 - S3 - AACC6.2 – The PostCallProcessing TimeOut is not appeared on the Contact Summary

report

wi00847407 - S3 - 6.2 HR: The phone number data is overlapped by Process Date/Time field in Campaign

Script Results Details

wi01037301 - S3 - [DE] AACC6.2–CCMA-SP6-HR: Some strings in Configuration report are hardcode

wi00850117 - S3 - CCMA8-HR: Invalid value displays on the left pane of sub-report

wi00883080 - S3 - L10N_GER_CCMA7.0: The distance between the characters in the popup message in SCE

is inconsistent

wi00981664 - S3 - [All languages] AACC6.2-CCMA-SP5-RU03-Online Help: The string “Report Create

Wizard” in the online help isn’t localized

wi01040378 - S3 - [I18N] [ZH_TW] AML_6.3_CCMA _Configuration The webpage is error when launching

Phoneset Displays and cannot update displaying for phoneset

wi00982850 - S3 - [RU][IT] AACC6.2-CCMA-SP5-RU03-Online Help: The string “Call recording and

Qualify monitoring” in the online help isn’t localized

wi01093317 - S3 - AACC 6.4: Asian language characters do not appear on exported Crosstab reports

wi01039953 - S4 - [ZHCN] AACC6.2–CCMA-SP6-CCM: Manage agent profiles - Manage Templates -

Submit Button - Layout issue

wi01039251 - S4 - [All languages] AACC6.2-CCMA-SP6-CCM: Missing some languages on SCT tool excel

file

wi01086697 - S4 - [CHS] CCMA - HR - Agent by Address - Layout issue

wi00992335 - S4 - [Enhancement] AACC6.2-CCMA-SP5-RU03-RTR: Error on private display with extended

character name when changing the IE language to English

wi01039719 - S4 - [DE][RU][PT] AACC6.2-SP6-CCMA-HR: Can’t launch RCW imported file with

maximum characters on Title and Comment

wi00995000 - S4 - [All languages] AACC6.2-CCMA-SP5-RU03: About Avaya online link leads to US

website

12.2. For CCMM

French

wi00795200 - S3 - AAAD8: There does not have a error message when add an invalid email on AAAD

wi00962101 - S3 - [FR] AACC_6.2_SP4_OCMT: Message “Outbound Number Barred” is hardcode when

pull an outbound contact.

wi00855354 - S3 - AACC6.1_OCMT: Importing Call Data from ODBC cannot recognize values properly

wi01074283 - S3 - [SP9-FR] SIP CM6.x–Some string when initiating and transferring a webchat are not

localized

wi01060023 - S4 - L10N_FR_Contact radio button is truncated on AAAD

German

wi00860290 - S3 - AACC6.1: Take Ownership button is truncated

wi01060633 - S4 - [DE] AACC6.2 SP7 AAAD Send button is smaller than Cancel button when agent receive

WC

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Latin Spanish

wi01058701 - S3 - [ES] AACC6.2 SP7 AAAD Alert icon is truncated when agent transfer the call without

filling call number

Brazilian Portuguese

wi00965751 - S3 - 6.2_ L10N_SIP_AAAD_Hardcode error message: 'the contact retrieve request was refused'

when attempt to pull contacts pass the MPC value limit

wi00961060 - S3 - L10N_BR_PT_SIP_OCMT_title in Time zone tab of Call Setting is truncated

wi00857195 - S3 - AACCMM6.1: Hardcode "General Settings" is truncated.

wi00962124 - S3 - [PT] 6.2_SIP_L10N_OCMT_ Custom Field with single quotation marks name is not

recorded in Campaign

Japanese

wi01057661 - S3 - L10N_JA_OCMT_ Hardcode appears on OCMT Modify Campaign Status window

wi00984706 - S3 - [JA]AACC6.2-CCMM-SP5-RU03-OH-OCMT: “Working with disposition code” section

is not fully localized.

wi01057659 - S3 - L10N_JA_AAAD_The message at AAAD Status bar is not localized.

Korean

wi00927213 - S3 - [KO][JA] OCMT Export Wizard pop-up message appears in EN.

wi00867788 - S3 - AACC6.1 CCMM The display for Korean full name is wrong order in AAAD and OCMT

Russian

wi00857477 - S3 - AACC6.1_AAAD: Truncated Consult button on WC Xtrasfer and Conference

wi00960534 - S3 - [RU] L10N AML AACC_6.2_SP4_AAAD: Truncated on Skillset dropdown list when

creating email

wi00960905 - S3 - [RU] L10N AML AACC_6.2_SP4_AAAD: “Finished” message is hardcode when closing

a MM contact

wi00857320 - S3 - AACC6.1:Campaign History is truncated

wi00864462 - S3 - AACC6.1:Campaign History is truncated

Simplified Chinese

wi00795292 - S4 - OCMT8: Welcome page is in wrong format

Traditional Chinese

wi01059415 - S3 - L10N_SP7_OCMT _ Have a strange frame on OCMT windows

wi01057053 - S3 - L10N_SP7_AAAD _ The strange frame is appeared on the Customer Search windows

Internationalization issues or common across all languages and require a base fix

wi00992777 - S3 - [All] AACC6.2_SP5_RU03: Retry and Cancel button keep being localized after removing

language pack.

wi00996007 - S3 - I18N AACC62_CCMM_SP5_RU3: Multimedia contact isn’t routed to AAAD if the route

point name contains double byte character

wi00994982 - S3 - [KO]AACC62_CCMM_SP5_RU03: Missing Conference button on AAAD when resizing

AAAD window

wi01038530 - S3 - [FR][ES][ZHTW] AACC6.2–CCMM-SP6-OCMT: On OCMT, Campaign status “Not

loaded “should be localized

wi01093611 - S3 - I18N_ZH-CN_CCMS_Hardcode on notice message after add a certificate for MBT system

is truncated

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wi01095337 - S3 - AAAD - Transfer - User Tab - Layout Issue

wi01095360 - S3 - [ESO] AAAD - Receiving a call - Incoming call from XXX - Truncation

wi00868148 - S3 - AACCMM6.1: Hardcode appears on Spell Check window/About Tabar

wi01066397 - S3 - CCMM - AAAD - Email - This {0} contact is currently being replied to - Missing variable

value

wi01066403 - S3 - [PTB] - CCMM - AAAD - Login - Layout Issue

wi01066419 - S3 - CCMM - AAAD - Outbond contact - Accept - HARDCODED

wi01066424 - S3 - CCMM - AAAD - "No Customer Selected" pop up message not displayed -

HARDCODED

wi01066428 - S3 - CCMM - AAAD/Elite - Login Screen - tooltips - HARDCODED

wi01030707 - S3 - [All] AACC62_CCMM_SP6_Expert string is not localize.

wi00864878 - S3 - NGCCMM1.0: Server Time is truncated

wi01097389 - S3 - CCMM - AAAD - Pull contact from two agents - Close all - status bar - NOT externalized

wi00984386 - S3 - [FRA] CCMM (AAAD) Agent Desktop Profile (Login): unlocalized strings

wi00984388 - S3 - [CHT] AAAD - Outbound Call - Outbound Unlocalized in status bar

wi00864924 - S3 - AACC6.1_AAAD: Truncated Consult button on WC Xtrasfer and Conference

wi01029561 - S3 - [KO] AACC62_CCMM_SP6_Contact name is not localized when closing MM contact on

AAAD toolbar.

wi01066082 - S3 - CCMM AAAD - Email - CC - To, CC , Bcc buttons - Truncation

wi01066090 - S3 - CCMM - AAAD - Pop up - Selection Error - HARDCODED

wi01066094 - S3 - CCMM - AAAD - Add a contact window - Hardcodedcar

wi01066580 - S3 - [DEU] - CCMM - AAAD/Elite - Login Screen - Skip - Truncation

wi01066588 - S3 - [DEU] - CCMM - AAAD/Elite - Login/Logout Progress Screen - truncation

wi00794391 - S3 - i18N: Images to be removed from CCMM OLH

wi01030404 - S3 - [ZHCN] AACC6.2–CCMM-SP6-AAAD: Error message is not localize when choosing

schedule callback button.

wi00796098 - S3 - AAAD - I18N: Voice skillset with Russian chars in name is displayed incorrectly

wi01067087 - S3 - CCMM - AAAD/Elite - Initiate a call - Active - Hardcoded

wi01066671 - S3 - [RUS] CCMM - OCMT - Downloading screen - layout

wi01066687 - S3 - [DEU] - CCMM - AAAD/Elite - VuStats - Save Settings - Truncation

wi01066691 - S3 - [ESO][CHS][FRA] - AAAD - pop up message - "Unable to reconnect - no response from

CCT" - change of EN requested

wi00886545 - S3 - I18N - AACC6.2 - AAAD – SIP: Incoming email with unsupported inline attachments not

display properly

wi00856053 - S3 - AACC6.1:Table border is missing at OCMT main page

wi01066695 - S3 - AAAD/Elite - Transfer a call - Enter Value - hardcoded

wi01066698 - S3 - AAAD/Elite - VuStats - Split/Skill 1 not measured - HARDCODED

wi01078458 - S3 - CCMM - AAAD/Elite - Disconnect while on a call - Cancel button hardcoded

wi00863218 - S3 - AACCMM6.1: Hardcode "Call Offered" and "Call Waiting" show program code on

AAAD/Web statistic.n

wi01066729 - S3 - CCMM - AAAD - Email - Email without the attachment - Misleading Error Message

wi01066753 - S3 - [CHS][KOR] CCMM - OCMT - Broken line - Layout

wi01086731 - S3 - [KOR][FRA] AAAD - Auto-Suggestion window - No closing button

wi01029923 - S3 - [ES] AACC6.2-SP6-CCMM-AAAD: The message is not localized when trying to attach

an un-existed file on email

wi01095320 - S3 - OCMT - Modify Campaign - Campaign Summary- Trunck access code and prefix -

Inconsistency

wi01082955 - S3 - Logged In Time is truncated on German system

wi00864474 - S3 - AACC6.1:Table border is missing at OCMT main page

wi01086477 - S3 - WK - [CHS][KOR][JPN][CHT] AAAD - Name Order - Local Format

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wi00795379 - S3 - L10N_JA_Pseudo: Hardcodes on AAAD/Statistic are not localized

wi00962924 - S3 - [FR] AACC_6.2_SP4_AAAD: Message “DTMF failed” is hardcode when dial by DTMF

wi00860302 - S3 - AACCMM6.1: Hardcode "Call Offered" and "Call Waiting" show program code on

AAAD/Web statistic.

wi00933248 - S3 - [ALL] CCMM - AAAD - Contacts Presence_Add a Contact window - Unlocalized

wi00933260 - S3 - [All languages] CCMM - (AAAD) - IM Conversation window - unlocalized

wi00857188 - S3 - AACCMM6.1: Hardcodes on AAAD/Web Statistic are not localized

wi01086828 - S3 - CCMM - AAAD - About - All rights reserved - hardcoded

wi00878937 - S3 - CCMM_AACC6.2: Hardcode Table is not localized on CCAD

wi00932461 - S3 - [All languages] - CCMM - (AAAD) - EM Out 1- Style drop-down menu options -

unlocalized

wi01032168 - S3 - [DEU] (AAAD) - Max Open Duration Exceeded - truncation

wi01032172 - S3 - [CHT] CCMM-AAAD-Login-User Credentials-Truncation Issue

wi00935562 - S3 - [CHS] -CCMM-OCMT- Call Settings/Call Data Table bar- truncation

wi00935576 - S3 - [ALL] - CCMM - (AAAD) - presence tooltip - unlocalized

wi01043742 - S3 - [JA] AACC6.2-SP6-CCMM-AAAD: The Cancel button is truncated when receiving IM

contact

wi00927211 - S3 - I18N - CCAD - Default Dictionaries are required for new languages -Phase 2 Langs

wi00836670 - S3 - NGCCMA: Wrong name order

wi00942693 - S3 - [DEU] [PTB] - CCMM - (OCMT) - Agent Script - GUIComponent drop-down list -

truncation

wi00936290 - S3 - [RUS] - CCMM - (OCMT) - Contact Center Outbound - Progress and results – typo

wi00980062 - S3 - [FR][DE]AACC62_CCMM_SP5: Disposition Code on AAAD/Contact Search page are

not localized

wi01038572 - S3 - [ZHTW] AACC6.2-SP6-CCMM-AAAD: The format bar in Email configuration is

disappear on Multimedia

wi00926820 - S3 - [DEU] [ITA] [RUS] - CCMM - (AAAD) - Context menu - unlocalized

wi00897538 - S3 - AACC6.2_CCMM: Hardcode Completed on AAAD/Contact detail page is not localized

wi00942738 - S3 - [RUS] - CCMM - (OCMT) - Create & Append - Call settings – "Timezone" tab - word

ordert

wi01095340 - S3 - [CHS] OCMT- Progress and Results-Disposition Codes Chart- Truncation

wi01095357 - S3 - INSTALLER - CCMM - AAAD - Launching Agent Desktop from Web UI doesn't work -

Functional

wi00942795 - S3 - [RUS] - CCMM - (OCMT) - Contact Center Outbound - Progress and results – typo

wi00942787 - S3 - [CHS] -CCMM-OCMT- Call Settings/Call Data Table bar- truncation

wi01026376 - S3 - [All languages] AACC6.2-CCMA-SP6-CON: Hardcode on CCMM Multimedia Templates

wi00984397 - S3 - [RUS][ITA][DEU][JPN][KOR][CHT] CCMM - OCMT - Vertical toolbar on the left - bad

linebreak - layout

wi00928152 - S3 - CCMM6.2 [All languages] In the User settings/Statistics tab, "Skillset Data" is not

localized

wi00984366 - S3 - [CHT] CCMM – AAAD – Phonebook – Truncation issue

wi01097402 - S3 - EN - CCMM - (AAAD) - Agent Statistics - Buttons slip under text when resizing window

column smaller - Layout

wi01031876 - S3 - [FR] AACC6.2-SP6-CCMM-OCMT: The information in Import from Table is truncated

when user import from ODBC

wi01031891 - S3 - [ITA][JPN7/23] AAAD - Search contact - Pull contact - Error message partly in English

wi01032587 - S3 - [CHT][CHS] CCMM-AAAD-Transfer Email-Corrupted text

wi00958746 - S3 - [DE][FR]AACC62_SP5_CCMM: Hardcode "Schedule Callback" on AAAD is not

localized

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avaya.com

wi00997788 - S3 - [CHT][PT][FR][RU][KO][CH][JA][IT] AAAD – Contacts Presences - Unlocalized error

message

wi00932804 - S3 - [DEU] [PTB] - CCMM - (OCMT) - Agent Script - GUIComponent drop-down list -

truncation

wi00935226 - S3 - [RUS] - CCMM - (OCMT) - Create & Append - Call settings – "Timezone" tab - word

ordert

wi00795084 - S3 - i18n - CCAD Email editor needs ability to be locaised into many languages.

wi00935173 - S3 - [JA] CCMM - GUI - AAAD - Help About – Truncation

wi01043419 - S3 - [RU][IT][PTBR] AACC6.2-CCMM-SP6-AAAD: Auto suggestion close icon is disappear

on AAAD.

wi00935206 - S3 - [RUS] - CCMM - (OCMT) - Create and append/Campaign settings - Verifying - word

order

wi00863178 - S3 - AACCMM6.1: Hardcodes on AAAD/Web Statistic are not localized

wi00984773 - S3 - [RUS][DEU][FRA][ITA] OCMT Comma-separated values is not possible

wi01029932 - S3 - [ZH-TW] AACC62_CCMM_SP6_ Warning message pop up unexpected in CCMM web

admin

wi01030027 - S3 - AACC6.2–CCMM-SP6-[All]-Outbound: The error message is not localized when user

exports data without campaign.

wi00934327 - S3 - [PTB] - CCMM - (OCMT) - Create & Append – Call Settings - Customer Match - Layout

wi00864442 - S3 - AACCMM6.1: Hardcode "General Settings" is truncated.


wi00811989 - S3 - i18n - CCAD Email editor needs ability to be locaised into many languages.


wi00932511 - S3 - [ES] [DE] [IT] [RU] [JA] - CCMM - (AAAD) - N/R reason code - truncation

wi00980065 - S3 - [FR][DE] AACC62_CCMM_SP5: Hardcode "Error" and "Problem" is not localized when

add a duplicate customer email on AAAD

wi00983464 - S3 - [PTB][ESO] CCMM - AAAD - Handling Voice Calls - string not localized

wi00856771 - S3 - AACCMM6.1: Hardcodes on Edit Customer Email window are not localized

wi00863286 - S3 - AACCMM6.1: Hardcodes on Edit Customer Email window are not localized

wi01004170 - S3 - [DE] [FR][RU] AACC62_CCMM_SP5_RU03_ Ignore and Quit buttons are missing in

warning message when CCT server is shutdown suddenly

wi01066417 - S3 - [DEU] - CCMM - AAAD - pop up message - Operation Failure Exception from CCT

connect - HARDCODED

wi01032220 - S4 - [All] CCMM - (AAAD) - Rename tab with long text/extended characters/spaces - no error

message

wi01040330 - S4 - [ZHCN] CCMM - (AAAD) - Login - Presence Tab - Layout Issue

wi00984287 - S4 - [JA][ES]CCMM - AAAD - Customer Details_Hisotry_ Expanded attachement icon -

Layout

wi00934409 - S4 - [All languages] CCMM AAAD - Insert image in e-mail - solid - unlocalizedt

wi00932442 - S4 - [FRA] CCMM - AAAD - Customer Search - Phone number - truncation

wi01040686 - S4 - [All] AACC6.2-SP6-CCMM-AAAD: The error message is not localized.

wi01097404 - S4 - [ENG] SOURCE ISSUE - CCMM - AAAD - open same email from two agents & close

the AAAD while contact is open - Waning message - Open Contact & Contact Open - inconsistency

wi01032672 - S4 - [ESO][DEU][CHS][PTB][ALL][FRA23][KOR23/7][ITA] CCMM - AAAD - Re-open

closed contact - Unlocalized (unexternalized) string

wi00935130 - S4 - [DEU][ESO] [PTB] - CCMM - (OCMT) - Create & Append – Date & Time - Layout

wi00935134 - S4 - CCMM62 - DE- Space before comma between week day and date

wi00984414 - S4 - [DEU][FRA] CCMM (OCMT) Modify campaign, Campaign summary at: bad sentence

structure

wi00942710 - S4 - [DEU][ESO] [PTB] - CCMM - (OCMT) - Create & Append – Date & Time - Layout

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wi01056874 - S4 - AACC6.2 SP7 AAAD_On AAAD, there is an odd line on the conference and transfer

dialog

wi00942722 - S4 - CCMM62 - DE- Space before comma between week day and date

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