release 3.5 service pack 1 plus rollup patch lineup

Avaya Analytics™ for Oceana

Release 3.5 Service Pack 1 Plus Rollup Patch Lineup

Release Notes

Avaya Analytics™ for Oceana 3.5.0.1 Release Notes

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Table of Contents Publication History ........................................................................................................................................ 2

Introduction .................................................................................................................................................. 3

What's in Avaya Analytics™ for Oceana 3.5.0.1 ............................................................................................ 3

AnalyticsTM for Oceana 3.5.0.1 Reports .................................................................................................... 3

Historical Reports ................................................................................................................................. 3

Real-time Reports ................................................................................................................................. 4

Avaya Analytics™ for Oceana 3.5.0.1 Specifications ..................................................................................... 4

Solution Components ............................................................................................................................... 4

Supported Browsers ................................................................................................................................. 5

Avaya Analytics™ for Oceana Software .................................................................................................... 6

Installation .................................................................................................................................................... 7

Red Hat Enterprise Linux Support ........................................................................................................ 7

New Installations .................................................................................................................................. 7

Upgrades .............................................................................................................................................. 7

Disaster Recovery ............................................................................................................................... 10

High Availability .................................................................................................................................. 11

Avaya Analytics View/Dashboard Backwards Compatibility ...................................................................... 12

Product Compatibility ................................................................................................................................. 12

Backing up and Restoring OBI Reports ....................................................................................................... 12

Legacy Supervisor Dashboards for BAM ..................................................................................................... 12

Issues Addressed In This Release ................................................................................................................ 13

Additional Issues Addressed by Rollup Patch Lineup ............................................................................. 15

Languages Supported.................................................................................................................................. 18

Documentation Errata ................................................................................................................................ 18

BI Administration Users – weblogic User Data Access Control .............................................................. 18

SNMP Viewer .......................................................................................................................................... 18

Disaster Recovery Post Switchover ........................................................................................................ 18

Contacting Support ..................................................................................................................................... 19

Contact Support Checklist ...................................................................................................................... 19

Contact Support Tasks ............................................................................................................................ 19


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Publication History

Issue Change Summary Date

1.0 Avaya Analytics™ for Oceana 3.5.0.1 Solution Release Notes

21st November 2018

2.0 Release Notes updated with latest GA patch lineup

31st October 2019


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Introduction

This document provides information to supplement Avaya Analytics™ for Oceana Solution software and documentation. Analytics™ for Oceana is a modular and extensible analytics and reporting platform that provides reporting of business measures. For updated documentation, product support notices, and service pack information, go to the Avaya Support site at http://support.avaya.com

What's in Avaya Analytics™ for Oceana 3.5.0.1

In this release the following new measures are available for use in our Realtime and Historical Reports.

Measure Applicable To Description

Average Staffed Occurrences Realtime and Historical The average number of agents staffed on a Routing Service for a specified interval

Max Staffed Realtime and Historical The maximum number of agents staffed on a Routing Service for a specified interval

Maximum Wait Duration Realtime and Historical The maximum time a unique contact spends in the queue. Calculated from when the contact is queued to when the contact is answered/not answered or abandoned at an agent

Agent Disconnect First Historical Report who disconnected and ended the contact - Agent or Customer

Resource In Not Ready Realtime The number of agents who are Not Ready per routing service for a specified interval

Average Speed of Answer Realtime and Historical Average time calls waited in queue before being answered, abandoned or not answered by an agent for a specified interval

A full list of these and all other measures can be found within the Avaya Analytics™ Data Dictionary available from http://support.avaya.com

Analytics™ for Oceana supplies real-time and historical reporting for Avaya Oceana™ Solution. It will report across all channels supported by Avaya Oceana™ such as Voice, Chat, Email, SMS and Video.

The following reports are available in Analytics™ for Oceana 3.5 Service Pack 1

AnalyticsTM for Oceana 3.5.0.1 Reports

Historical Reports

o Account By Agent Summary o Agent By Routing Service o Agent Performance Summary o Agent Performance – Top/Bottom 5

http://support.avaya.com/



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o Agent Compare o Agent Behaviour o Agent Configuration o Agent Not Ready By Reason Code Summary o Contact Center Performance Summary o Engagement Summary Report o Routing Service Summary o Routing Service Summary – Contacts o Supervisor Activity o Supervised Agent Activity o Supervised Agent Compare o Time Series o VDN Summary

Real-time Reports

The following realtime dashboards are available to run out of the box through Workspaces for reporting users. While it is not possible to modify default dashboards, all users can clone these dashboards.

o Agent Performance o Contact Summary o Routing Performance Summary

Avaya Analytics™ for Oceana 3.5.0.1 Specifications

Solution Components

The Avaya Analytics TM for Oceana 3.5 Service Pack 1 product uses Oracle technologies. This includes

• Oracle Database 12.1.0.2 • Oracle Data Integrator (ODI) 12.2.1.0.0 • Oracle Stream Analytics (OSA) 12.2.1.0.0 • Oracle Business Intelligence (OBI) 12.2.1.3.0 • Oracle Real Application Clusters (RAC) 12.1.0.2 • Oracle Data Guard (included with Oracle Database 12.1.0.2)

Details on these products are available on the Oracle support site at http://support.oracle.com

http://support.oracle.com/


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Supported Browsers

The following are the supported browsers for Avaya Analytics™ for Oceana 3.5 Service Pack 1

The Historical OBIEE web interface supports the following browsers

Browser Version

Internet Explorer 11

Microsoft Edge 40

Google Chrome 60+

Mozilla Firefox 52+

Apple Safari 9-10

The realtime reporting web interface in Workspaces supports the following browsers

Browser Version

Internet Explorer 11

Microsoft Edge 40

Google Chrome 56-64

Mozilla Firefox Not Supported

Apple Safari 9-11


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Avaya Analytics™ for Oceana Software

Refer to Avaya Support website http://support.avaya.com for software download details

This version of Avaya Analytics™ for Oceana has been tested with Avaya Oceana 3.5.0.1 Service Pack Patch RU_02. Please refer to Avaya Oceana™ 3.5 Service Pack 1 Release Notes

Filename Component MD5 Checksum Version

linuxamd64_12102_database_1of2.zip Database 080435a40bd4c8dff6399b231a808e9a 12.1.0.2

linuxamd64_12102_database_2of2.zip Database 30f20ef9437442b8282ce3984546c982 12.1.0.2

fmw_12.2.1.3.0_bi_linux64_Disk1_1of2.zip OBIEE cf86b8cab78711bca17742cdb76c66f1 12.2.1.3.0

fmw_12.2.1.3.0_bi_linux64_Disk1_2of2.zip OBIEE 7e4c769d52790c4e00e3e37f405dbe4a 12.2.1.3.0

fmw_12.2.1.3.0_infrastructure_Disk1_1of1.zip OBIEE WebLogic 04285a574f18767335da15a9d40c4cc2 12.2.1.3.0

fmw_12.2.1.0.0_odi_Disk1_1of2.zip ODI c9db254eb259573bace52d9bc9166160 12.2.1.0.0

fmw_12.2.1.0.0_odi_Disk1_2of2.zip ODI b242802f3089a6b500fb826f1a4386bc 12.2.1.0.0

ofm_integration_osa_12.2.1.0.0_disk1.zip OSA 56f27954c530f17fa2ee776c755b37e8 12.2.1.0.0

confluent-oss-4.0.0-2.11.tar.gz Kafka 21179efb90512ca0c0651481ce4a5f27 4.0.0

fmw_12.2.1.3.0_wls_Disk1_1of1.zip WebLogic ea1b961b8896ac2f4006921965e41ddf 12.2.1.3.0

V46095-01_1of2.zip RAC 080435a40bd4c8dff6399b231a808e9a 12.1.0.2

V46095-01_2of2.zip RAC 30f20ef9437442b8282ce3984546c982 12.1.0.2

V46096-01_1of2.zip RAC d793c2ba5db9008b79077bff8d27a219 12.1.0.2

V46096-01_2of2.zip RAC 0e18a9abb80427baf18f85865b1ecd5d 12.1.0.2

OracleDatabasePatches3501.zip Database Patches

e78c2765c9cf49d00c33d8cfb5ab0ebf 12.1.0.2

OracleODIPatches3501.zip ODI Patches 1944689e6b5e6e62fadc9a54e946c902 12.2.1.0.0

OracleOBIEEPatches3501.zip OBIEE Patches 946b7207acc9782e0a5fce31b05b1817 12.2.1.3.0

OracleOSAPatches3501.zip OSA Patches 6123d1640d3978230e50711043219475 12.2.1.0.0

OracleWebLogicPatches3501.zip WebLogic Patches

e4fed74fac4378c8d76aa10af064fd5f 12.2.1.3.0

AvayaAnalytics_3.5.0.1_Build_12.zip Avaya Analytics 52a38294100fca89a320df57e0c58e15 3.5.0.1

Avaya_AnalyticsForOceana_3.5.0.1_012_026.zip Avaya Analytics a451619c09b983813f50bdf4c4d6b2bb 3.5.0.1 Patch 26

Avaya_AnalyticsForOceana_3.5.0.1_012_027.zip Avaya Analytics d70379849e5ba1d3847ffbd8e946beb8 3.5.0.1 Patch 27

Avaya_AnalyticsForOceana_3.5.0.1_012_028.zip Avaya Analytics 9db23ed4d1d26fcef5ca83d8202f2a36 3.5.0.1 Patch 28

Please verify the MD5 checksums after download to ensure files have been downloaded successfully.



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Installation

Red Hat Enterprise Linux Support

Analytics™ for Oceana 3.5 Service Pack 1 supports both Red Hat Enterprise Linux 7.4 and 7.5. No other versions of Red Hat Enterprise Linux are supported.

A set of scripts, files and procedures have been created to simplify the installation of the Oracle Software. Please refer to the Deploying Avaya Analytics™ Insights for Oceana™ Guide

New Installations

If performing a fresh installation then the procedure is to follow the 3.5.0.0 installation process but download the Avaya Analytics 3.5.0.1 service pack software and install that in place of the 3.5.0.0 Avaya Analytics software.

Then download the Avaya Analytics 3.5.0.1 patches and install those according to the patch release notes.

Upgrades

There are no changes to the Oracle components in this service pack from Avaya Analytics 3.5.0.0. There are new Oracle patches which will be deployed automatically as part of the Avaya Analytics software installation procedure. The following versions of Avaya Analytics (previously Avaya Oceanalytics) software are supported for upgrades

Avaya Analytics Software Version

Avaya Oceanalytics 3.4.0.0

Avaya Oceanalytics 3.4.0.1

Avaya Analytics 3.5.0.0

Upgrade Process from 3.4.0.0 / 3.4.0.1 to 3.5.0.1

In Avaya Analytics™ for Oceana 3.5.0.1 the Oracle BAM realtime reporting interface is no longer supported. A new Streams server was introduced in 3.5.0.0 and Avaya Workspaces is now used for the presentation interface. Avaya Control Manager will be used for data source configuration and user role administration.

If you are upgrading from a previous version of Avaya Analytics™, you must install the Avaya Analytics™ Streams Server on a server with a newly installed operating system. For example, if you want to install the Avaya Analytics™ Streams Server on the old Oracle® Business Activity Monitor (BAM) server, you must install a new operating system first. Please refer to the Upgrading chapter of the Deploying Avaya Analytics™ for Oceana guide for more information. A set of scripts files and procedures exists to simplify the installation of the Oracle Software. Please refer to the Deploying Avaya Analytics™ for Oceana™ guide on how to use these scripts.


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Then download the Avaya Analytics 3.5.0.1 patches and install those according to the patch release notes.


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3.5.0.0. to 3.5.0.1 Upgrade Process

Analytics Component Procedure

Oracle Database • Copy the Avaya Analytics software to the server

• Copy the Oracle Database patches to the server

• Perform Database backup – see the Database backup and restore section in the Deploying Avaya Analytics™ for Oceana™ guide

From the Deploying Avaya Analytics™ for Oceana™ guide, follow the procedures outlined in the section Deploying Avaya Analytics™ for Oracle® Database

Oracle RAC • Copy the Avaya Analytics software to the server

• Copy the Oracle Database patches to the server

• Perform Database backup – see the Database backup and restore section in the Deploying Avaya Analytics™ for Oceana™ guide

• Stop Oracle RAC – see the Stopping Oracle® RAC Database section in the Deploying Avaya Analytics™ for Oceana™ guide

• Upgrade both database nodes following the procedures from the Deploying Avaya Analytics™ for Oceana™ guide, outlined in the section Deploying Avaya Analytics™ for Oracle® Database

• Start Oracle RAC – see the Starting Oracle® RAC Database section in the Deploying Avaya Analytics™ for Oceana™ guide

Oracle Data Integrator (ODI) • Copy the Avaya Analytics software to the server

• Copy the Oracle Data Integrator patches to the server

From the Deploying Avaya Analytics™ for Oceana™ guide, follow the procedures outlined in the section Deploying Avaya Analytics™ for Oracle® Business Intelligence and Oracle® Data Integrator

Oracle Business Intelligence (OBI) • Copy the Avaya Analytics software to the server

• Copy the Oracle Business Intelligence patches to the server

• Backup OBI reports. Please refer to the section Backup and Restore of Oracle® Business Intelligence reports in the Deploying Avaya Analytics™ for Oceana™ guide for details on how to do this

From the Deploying Avaya Analytics™ for Oceana™ guide, follow the procedures outlined in the section Deploying Avaya Analytics™ for Oracle® Business Intelligence and Oracle® Data Integrator

Avaya Analytics Streams • Copy the Avaya Analytics software to the server

• Copy the Oracle WebLogic patches to the server

From the Deploying Avaya Analytics™ for Oceana™ guide, follow the procedures outlined in the section Deploying the Avaya


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Analytics™ Streams server

Oracle Stream Analytics (OSA) • Copy the Avaya Analytics software to the server

• Copy the Oracle Stream Analytics patches to the server

From the Deploying Avaya Analytics™ for Oceana™ guide, follow the procedures outlined in the section Deploying Avaya Analytics™ for Oracle® Stream Analytics

Important: Please ensure to execute install_analytics_service.sh as root user, on all servers before executing installAvaya.sh. This will ensure that the latest analytics service startup script is installed. Then download the Avaya Analytics 3.5.0.1 patches and install those according to the patch release notes.

Oracle Patch Installation as part of the Avaya Software installation Oracle patches are no longer installed as part of the Oracle software installation. They are now deployed as part of the Avaya Software installation. This procedure is now automated, simply copy the relevant patch bundle to the folder where the installer is being run from prior to the Avaya Software installation. In the parameters.conf file there is parameter for the patch file name for each Oracle component. This needs to be populated prior to commencing the component upgrade.

Component Patch Bundle

Oracle Database OracleDatabasePatches3501.zip

Oracle Data Integrator (ODI) OracleODIPatches3501.zip

Oracle Business Intelligence (OBI) OracleOBIEEPatches3501.zip

Weblogic on the Avaya Analytics Streams server

OracleWebLogicPatches3501.zip

Oracle Stream Analytics (OSA) OracleOSAPatches3501.zip

With these scripts only an Oracle standalone database can be automatically patched. Data Guard and RAC deployments need to be patched manually. See the High Availability section in this document for further details. Once patching of WebLogic (included on JMS installer) on the Avaya Analytics Streams server has completed it needs a minimum of 20 minutes to become fully operative. Important: Please ensure the Streams services are running before starting the OSA installation upgrade.

Disaster Recovery

Avaya Analytics™ Insights supports the Oracle Data Guard feature for disaster recovery. This allows you to recover after a complete outage occurs at your primary data center.


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High Availability

Avaya Analytics™ for Oceana 3.5 Service Pack 1 provides several High Availability features Oracle Real Application Clusters (RAC) Avaya Analytics™ supports two Oracle RAC Database instances, each running on separate host servers to ensure that there is no single point of failure for your database. Please refer to the Deploying Avaya Analytics™ for Oceana™ Guide for more details Analytics™ for Oceana 3.5 for OnCampus High Availability Avaya Analytics™ for Oceana 3.5 Service Pack 1 supports Oracle Stream Analytics High Availability (HA). You must create a primary server and a secondary server to support Oracle Stream Analytics HA. If the primary server fails, the secondary server acts as the primary server. Please refer to the Deploying Avaya Analytics™ for Oceana™ Guide for more details Fresh Installation and Upgrade of RAC or Data Guard

Important: Data Guard and RAC deployments need to be patched manually. Automatic patching of the database must be disabled before running the installAvaya.sh script for either a fresh installation or an upgrade. To disable automatic patching please perform the following steps on the database: 1. In the folder where the Avaya installation files were extracted locate and edit the file parameters.conf 2. Locate the line below

DB_PATCH_FILE_NAME=OracleDatabasePatches3501.zip 3. Edit this to

#DB_PATCH_FILE_NAME=OracleDatabasePatches3501.zip 4. Save the file and continue with the installation or upgrade process


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Avaya Analytics View/Dashboard Backwards Compatibility

Views and dashboards created in Avaya Analytics running against Oceana 3.5.0.0 are not backward compatible with Oceana 3.5.0.1. Existing views and dashboards from a 3.5.0.0 install need to be removed using the reset functionality in Avaya Analytics. To reset views log in to Workspaces as a user that is assigned the Analytics role. Once logged in, go to the View Manager by selecting the View Manager icon in the side bar. Click on the Reset to Default Views button and confirm the reset procedure in the dialog. Note: An Analytics Administrator user need only do this once for all public views to be reset. An Analytics Supervisor user will reset their private views by following this procedure. To reset dashboards log in to Workspaces as a user that has the Analytics role assigned. Once logged in, go to the Dashboard Manager by selecting the Dashboard Manager in the side bar and clicking on the Reset to Default Dashboards button and confirming the reset procedure in the dialog. The requirement to reset the dashboards and views is due to a breaking change in 3.5.0.1 and will be addressed for future releases.

Product Compatibility

For the latest and most accurate compatibility information go to https://support.avaya.com/CompatibilityMatrix/Index.aspx

Backing up and Restoring OBI Reports

If you are reinstalling the software or upgrading to a new release please refer to the section Backup and Restore of Oracle® Business Intelligence reports in the Deploying Avaya Analytics™ for Oceana™ guide for details on how to backup and restore your reports for OBIEE.

Prior to upgrading the OBIEE software from 12.2.1.0 to 12.2.1.3.0 you must export any custom reports that you wish to save from the previous release into OBIEE web archive file.

Legacy Supervisor Dashboards for BAM

In Avaya Analytics™ for Oceana 3.5 the Oracle BAM realtime reporting interface is replaced. Avaya Workspaces will be the realtime reporting interface.

If Workspaces has been previously configured with Dashboard widgets linking to Oracle BAM reports then these reports will no longer work. These Dashboard widgets should be removed.

The widget ‘Supervisor Dashboards’ is deprecated in 3.5 and will be repurposed to a ‘Custom Links’ widget that a supervisor can add their own links into.

https://support.avaya.com/CompatibilityMatrix/Index.aspx


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Issues Addressed In This Release

This is not a complete list of issues delivered in this release but represents a view of those high impacting issues that have been addressed in Avaya Analytics 3.5.0.1

JIRA Summary

HELIX-5599 Long and short engagement measures incorrect for Deferred Email when deferred time expires

HELIX-5675 Service start script on Streams service does not start correctly

HELIX-5575 Agent real time state continues to be updated to WFM after agent is removed from reporting group

HELIX-5674 OBIEE Report Interval displayed incorrectly on run report

HELIX-5647 Analytics Database update script error

HELIX-5659 Oracle patch is not installed on OSA server

HELIX-5620 Contacts At Agent measure not incremented if deferred email is retrieved manually

HELIX-5394 Occurrences are not updated in the Agent by Aux report

HELIX-5843 Consult time duration and Formatted consult time duration is 0 for consulting segment

HELIX-5630 Account By Agent Summary – drilling down into the hyperlinks for Offered, Completed – result in “No Results”

HELIX-5695 OSA/Consumer connection with REFBroker disconnects; consumer fails to dequeue messages

HELIX-5563 % Availability is shown in negative values with more than 100% in agent by account detail report

HELIX-4803 The Archive directory for Oceanalytics logs does not purge out older files and will fill up until no space is left

HELIX-5656 Not Ready duration is greater than login duration for agent measures

HELIX-5846 Routing Service start of day completed measure is not correct under traffic

HELIX-5845 OBIEE: Column titles not translated to Portuguese

HELIX-5665 Active Time duration on historical reports is incorrect

HELIX-5634 Incorrect Abandoned Indicator for CDR segment report

HELIX-5011 Outbound Call: Completed and Active Time measure not getting updated

HELIX-5703 Contact Detail Record data is not showing on Workspaces views or dashboards

HELIX-5661 OBIEE Time Period displaying in Chinese for an English System

HELIX-5702 OSA wlevs process spikes when running agent traffic

HELIX-5660 installAvaya script unable to stop the wlevs service

HELIX-5676 JMS Weblogic service won't start after update

HELIX-5908 Action link broken for yearly on agent performance reports

HELIX-5086 Daily report showing incorrect value for Logged in Time and Idle time

HELIX-5534 Contact Detail Report - Initial and Final Disposition Codes and ACW Indicator not updating

HELIX-5874 REF Reliable Eventing Destinations on Oceana System Manager - Destination Names references to 'Oceanalytics'

HELIX-5870 OSA - High memory utilization during SIL traffic run

HELIX-5598 Analytics Dashboard for Historical Reports - Do not see all Supervisor listed in dropdowns for query/search criteria

HELIX-5939 Initial Disposition and Final Disposition is showing Unknown in the Historical Reports

HELIX-5897 Idle Time measure in real time Agent Performance report does not show any value

HELIX-5863 Not Ready Reason Code and Not Ready Reason Code Name do not reset after changing to ready


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JIRA Summary

HELIX-5650 Agent by Account not populating POM data in OBI

HELIX-5669 Incomplete engagements can cause ODI failures

HELIX-5655 JMS server not starting after installing Avaya Analytics for Streams server

HELIX-5507 Outbound Call: Channel name is seen as unknown in real time agent by account report

HELIX-5508 Streams server does not filter agents by group

HELIX-5923 Duplicate entry created in custom CDR RTD for Voice contact once disposition code is assigned to active contact

HELIX-5663 Issues with OSA / Streams server under performance test

HELIX-5677 Oldest Contact Waiting value type is String

HELIX-5910 CDR data is out of date on Realtime dashboard

HELIX-5866 Logout TimeStamp, Logon Duration measure issues in Agent By Account producer

HELIX-5865 Logged In Time measure in Agent Producer not getting updated

HELIX-5882 % Deferred measure showing more than 100% in routing service performance summary report

HELIX-5696 Incorrect Data in the Supervisor Summary Activity report

HELIX-6004 Agent By Routing Service - Monthly - Month Name missing from reports

HELIX-5873 Long Engagement measure is not getting updated in case of transfer to service

HELIX-5852 Comp Transfer Accepted measure is not updated in the Agent by Account and Agent Performance Report

HELIX-5602 Time In Not Ready Reason Code measure does not reset when code changed

HELIX-5933 Inaccurate Not Ready states and Time in Not Ready State counter

HELIX-5961 Applying format to various time stamp measures results in invalid date on CDR producer view

HELIX-5917 Agent Logged In Time (Agent Producer) displaying no data on Workspaces view

HELIX-6053 OSA HA : Data in Site and Routing service report not incrementing correctly after failover

HELIX-5941 Routing service and Agent report required OSA to be restarted on each day

HELIX-5924 Agent and AgentByAccount SoD measures not updating on Workspaces dashboards

HELIX-5346 OSA HA: Historical data loss in case contacts completed after failover

HELIX-5920 ODI DB server global variable not getting populated

HELIX-5946 Filters return no data on agent by account report for completed action link on interval range

HELIX-5601 wlevs must restarted a second time to populate redis after install

HELIX-5986 Real Time Service Performance Report % Service Level incorrect

HELIX-5964 Routing Service moving window error failed to process for measure averageStaffedOccurances

HELIX-5934 Deferred contact and Repeated Deferred measure missing from the FCT_Agent_Interval Table

HELIX-6016 Services on stream server not starting automatically after reboot

HELIX-6076 OSA HA: After HA configuration both server status toggle between Primary and Secondary

HELIX-6067 OSA is not publishing interval measures to Database as NULL value cannot be inserted into Gila.Stage

HELIX-5878 Queue time is not getting considered for Abandoned After Threshold and Answered After Threshold

HELIX-5570 Missing Time In State measures in 3.5

HELIX-5635 Consult Duration is not displayed in the Agent Interaction Report

HELIX-5636 Agent Interaction does not show report for Consult calls

HELIX-5960 Incorrect format options displayed for CDR Final Disposition Timestamp. Format options seem to be


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JIRA Summary

for a string field as opposed to a timestamp

HELIX-5900 Null pointer exception in Contact Detail Measures log

Additional Issues Addressed by Rollup Patch Lineup

This is a complete list of issues and enhancements delivered by the Rollup Patch Lineup.

JIRA Summary

HELIX-6215 Apply time formatting to Total Duration field on Agent Not Ready By Reason Code Historical report

HELIX-6216 Week Starting value in the OBI Time Series report shows a time value

HELIX-6217 Routing Duration value in the OBI VDN report is not formatted

HELIX-6272 Timezone not respected on Drill Downs

HELIX-6310 Routing Service Abandoned From Alerting and Queue Measures

HELIX-6316 Change type and format for measure 'Resource in not ready' to number on the Routing Service Producer

HELIX-6215 Apply time formatting to Total Duration field on Agent Not Ready By Reason Code Historical report

HELIX-6385 Add ACW instantaneous measure to Routing Service dimension for real time reporting

HELIX-6352 Abandon measure does not increment on Agent By Account

HELIX-6362 Historical: retain security setting from customer site when applying a ssi.bar file

HELIX-6304 Drill Down issues on Agent ID for Account by Agent and Agent Performance reports

HELIX-6332 Historical - Exclude Personal Inbound Indicator from Account by Agent Summary Offered Drill Down

HELIX-6334 Historical – Exclude RONA Indicator from Account by Agent Summary “Completed” Drill Down

HELIX-6353 Abandon measure not incremented on Routing Service when contact abandoned after a Transfer to Service

HELIX-6272 Timezone not respected on Drill Downs

JOULE-3421 Add ACW instantaneous measure to Routing Service dimension for real time reporting

HELIX-6366 Avg Active Time does not match in Real Time and Historical

HELIX-6494 Segments of personal calls are shown when open Completed measure drill down

HELIX-6447 Engagement and Contacts tables showing wait time = 0

HELIX-5906 Agent performance summary report drill downs not correct

HELIX-6582 Historical - Segments of personal calls are shown when open Not Answered measure drill down

HELIX-5649 Historical - Routing performance Summary showing negative values

HELIX-6580 Historical - Remove action link from "Abandoned" measure on "AgP_Summary_main - Interval"

HELIX-6579 Historical - Coached measure not showing correct data on drilldown

HELIX-6565 Calls show waiting with idle agents after 'Bad Gateway' incident

HELIX-6606 Negative Service Level for Routing Service report

HELIX-6708 ContactHandlingDuration issues

HELIX-6636 Supervisor Firstname/Lastname mixed up

HELIX-6561 Drill downs failing with SQL values not matching expected

HELIX-5953 Contact Center Historical BI Report Incorrect % Values

HELIX-6104 HT Contact Summary graph shows non percentage measures for Time Period "Interval"

HELIX-6228 Drill through from Observe and Barged out count in Supervisor Agent Activity Report not working

HELIX-6718 ContactsAtAgent measure appears to be lower than expected - #57

HELIX-6571 Difference between Routing Service and Call Profile report

HELIX-6720 Contacts stuck in Alerting


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JIRA Summary

HELIX-6430 No current data in Real-Time and Historical Dashboard Reports

HELIX-6730 Drill through from Observe and Barged out count in Supervisor Agent Activity Report

HELIX-6318 Producers removed from Redis DB after system control shutdown on OSA HA

HELIX-6770 ContactsAtAgent is lower than expected in case consult call is done via OneX and abandoned during alerting

HELIX-6778 Consulting and consulted time for agent1 and agent2 are not being picked up

HELIX-6335 Abandoned from Queue Engagements does not contain Calling Party details

HELIX-6851 Running reports in Spanish does not show date time

HELIX-6749 customer_contact_end_timestamp is displaying as 1970-0-0 instead of 0 or NULL for coached, coaching, observed and observing segments

HELIX-6916 Hold records in import tables to maintain equivalent level of informal CBA support as 3.4

HELIX-6847 Incomplete set of records fetched on drilldown due to UTC

HELIX-6822 Specified Resource contacts waiting continue to increase

HELIX-6739 Contact Summary report shows site ID, not site name

HELIX-6821 Interval values have values greater than 900 seconds

HELIX-6867 Agents remains constantly in AUX state

HELIX-6748 Historical - patch cannot copy license files

HELIX-6968 Oldest timestamp sometimes NaN even with calls waiting.

HELIX-7061 Measure Processor HA Failing to Sync on Secondary Startup Leading to Deadlocked Analytics Deployment

HELIX-7044 Drill down report for Completed measure shows Coached segments

HELIX-7094 Pie Chart not reporting against Staffed, Available, Resource Not Ready for Service

HELIX-7095 Sorting does not work in some scenarios

HELIX-7141 Measure Processor HA - Allow for a configurable time before cluster member election

HELIX-7349 Analytics showing "unknown" Routing Service

HELIX-7450 Measure Processor run without Moving Windows Apps

HELIX-7275 Realtime NR Reason Code Name not displaying Additional work

HELIX-7475 the eventing is triggering the decrement criteria, but not the increment when call went to OFFERED instead of QUEUED

HELIX-7498 Implement async writing measured to DB and csv files

HELIX-5952 “Wait Time Indicator” and “Wait time” measures updated for voice even though the contact was directly assigned to Agent without any waiting

HELIX-7494 Add Voice Call State measure plus associated Time In State to Agent producer

HELIX-6178 Update Producer JSON for locales (pt-br to pr_BR)

HELIX-7535 Change InputAdapter installer so DR IA install doesn't rely on a live REF connection to install

HELIX-7532 Difference between Routing Service and Agent by Routing Service reports

HELIX-7585 Patch post-install requirements for RAC

HELIX-7491 installODI.sh needs to have 2 SID parameters for DR install

HELIX-8408 "60-day" fix port to 3.5.0.1

WAVE-647 Drill down showing wrong info for calls around midnight UTC

WAVE-632 Historical allows login with different case letters in username but no data for reporting

WAVE-630 Drill-thru not working on "Account by Agent Summary" report

WAVE-649 Agent filter not working correctly on Agent Behavior report

WAVE-999 Missing Measure Processor applications after installing patch 21

HELIX-6921 Measure Processor HA - two primaries can result if JMS is not available (or heartbeat missing).

WAVE-652 Patch installer for Measure Processors does not update version number

HELIX-6556 Incorrect Abandoned Indicator values in Segment Report

WAVE-1126 Max Wait Duration field should show in hh:mm:ss

HELIX-7302 Increment Abandoned from Queue in scenario where contact is abandoned before CI is created.


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JIRA Summary

WAVE-2510 Abandoned measure should not increment for Agent/Account in abandoned from queue scenario (after WAI is offered but before CI is alerting)

HELIX-7494 Add Voice Call State measure plus associated Time In State to Agent producer

WAVE-656 ETL Issue (Database doesn't have CDR data since 07/04 - 09:30 PM)

WAVE-2263 Review improving wait times for interval writes by ETL from Measure Processors

WAVE-3559 Extend 60 day guardrails


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Languages Supported

Avaya Analytics™ for Oceana 3.5 support the following languages

Language

Brazilian Portuguese

English

French

German

Italian

Japanese

Korean

Russian

Simplified Chinese

Spanish

Documentation Errata

BI Administration Users – weblogic User Data Access Control

The definition of data access control is that the customer has created a group of agents and has assigned one supervisor to a group. WebLogic or BI Administration users, are users that bypass the data access control. These users can see all data. If a customer is configuring users for data access control, then they should not use the weblogic user to view data. Instead create a group in ACM, add all relevant agents to this group and create an administration user that is assigned to this group. If a new agent is added, it will not be visible in the group unless it is also added to the group. If a customer is not using Avaya data access control, then they can use the weblogic user or any BI admin users to run reports. If they are using data access controls as configured in ACM, then if they run a report with weblogic, they will see double, triple counting based on the number of Reporting users they have configured.

SNMP Viewer

To receive the SNMP alarms, use the SNMP trap watcher to capture the SNMP trap messages sent by the OSA server. To use this tool you need free UDP port 162 otherwise it won't receive the SNMP trap messages.

Disaster Recovery Post Switchover

Once the switchover has happened from Primary Datacenter to Standby Datacenter you need to recreate an Eventing group in Oceana with the Standby Datacenter Common cluster host and vice versa. Please follow the steps given in Deploying Avaya Oceana™ Solution under the section Reliable Eventing group configuration


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Contacting Support

Contact Support Checklist

If you are having trouble with Avaya Analytics™ for Oceana 3.5 Service Pack 1, you should:

1. Follow the instructions in written or online documentation 2. Check the documentation that came with your software 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

If you continue to have a problem, contact Avaya Technical Support:

1. Log in to the Avaya Technical Support Web site http://support.avaya.com 2. Contact Avaya Technical Support at one of the telephone numbers in the Support Directory

listings on the Avaya support Web site

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

Contact Support Tasks

You may be asked to email one or more files to Technical Support for analysis of your application and its environment



release 3.5 service pack 1 plus rollup patch lineup

Documents