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Avaya CMS Supervisor R16.3

BUILD_KD.22_OCT_19_2012_SUPERVISOR_R16_3
README.TXT File
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TABLE OF CONTENTS

1. UPGRADES
1.1 SERVER CONNECTION DEFINITIONS
1.2 WINDOWS OPERATING SYSTEM UPGRADES
1.3 SCRIPT EXTENSION CHANGES

2. CHANGES TO RECOMMENDED PC CONFIGURATION

3. INSTALLATIONS
3.1 NETWORK INSTALLATIONS
3.2 INSTALLATION LOCATION
3.3 .bat SCRIPTS

4. SCRIPTS
4.1 LANGUAGE-SPECIFIC
4.2 SCHEDULING
4.3 SET USERID FOR AUTOMATIC SCRIPTS
4.4 INTERACTIVE SUPERVISOR SESSIONS

5 REPORTS
5.1 REAL-TIME VERSUS INTEGRATED QUERIES
5.2 SAVING HTML REPORTS IN JAPANESE
5.3 SAVE AS HTML FAILS WITH NVIDIA TNT VIDEO CARD
5.4 SAVE AS HTML FAILS FOR GRAPHICAL REPORTS

6. SAVE USER PREFERENCES BEFORE REINSTALLING

7. LANGUAGE CONSIDERATIONS
7.1 MULTIPLE SESSIONS
7.2 JAPANESE EXTENDED ASCII CHARACTERS
7.3 EXTENDED ASCII CHARACTERS ON TRADITIONAL CHINESE
7.4 CMS CUSTOM REPORTS
7.5 DUTCH AND TRADITIONAL CHINESE ONLINE HELP
7.6 RUSSIAN REPORT DESIGNER ISSUE
7.7 REGIONAL SETTINGS

8. ERROR 48, ERROR 429, OR SOMETHING DOESN'T RUN

9. CONNECTIONS WITH LONG TIMEOUTS

10. COM ERROR MESSAGES "-214XXXXXXX"

11. BROWSE ERRORS WHEN LOGGING INTO MULTIPLE CMS SERVERS

12. REAL-TIME REPORTS STOP REFRESHING AT USER-DEFINED INTERVAL

13. USING THE "GET CONTENTS" COMMAND FOR ACD GROUPS CAUSES ERRORS

14. ONLINE HELP

14.1 VDN EXCEPTION RECORDS
14.2 CLIENT INSTALLATION ONLINE HELP
14.3 INTRODUCTION - AVAYA CMS SPECIFICATIONS
14.4 TERMINAL EMULATOR HELP ON WINDOWS VISTA, WINDOWS 7

15. VISUAL VECTOR CLIENT INTERACTION

16. CHANGES IN THE WAY SUPERVISOR USES THE WINDOWS REGISTRY

17. INTERNET PROTOCOL VERSION 6 (IPV6)

18. UPDATED: ADDITIONAL ADVOCATE REPORTS

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1. UPGRADES

1.1 SERVER CONNECTION DEFINITIONS

When you upgrade CMS Supervisor R14, R15, R16.0, R16.1 or R16.2 to R16.3, any
existing
server connection definitions are not changed. Therefore, your previously defined
connection for an R12/R13/R14/R15/R16 CMS server will remain. If you upgraded your

CMS server to R16.2, the previously defined server connection will not function
through CMS Supervisor. You must recreate the definition for your
connection to the CMS server and set it to a Server Version of R16.2.

Upgrades from CMS Supervisor R12 and R13 are no longer supported. You will need to
uninstall the old version of CMS Supervisor and then install the new version.

This version of CMS Supervisor does not officially support connections to CMS
servers
with versions earlier than R14. If you attempt to add a connection for an R12 or
R13
server you will see the warning "This release of CMS Supervisor does not support
the release of CMS to which you are connecting." If you attempt to connect to an
R12 or R13 server you will see the same message and may either cancel and select
another server or click OK to continue with the connection. R12 and R13 CMS server
connections are permissive use only.

1.2 WINDOWS OPERATING SYSTEM UPGRADES

If you need to upgrade your Windows operating system to support Avaya CMS
Supervisor, you must be aware that the upgrade method can affect software
functionality.

There are two methods of upgrading your Windows operating systems:

1) Upgrade from a previous version of Windows.

2) Perform a new installation that will overwrite the previous operating

system.

Because of the manner in which the operating system upgrade is conducted,

CMS Supervisor functionality is guaranteed only when a new OS installation
is performed and then CMS Supervisor is installed after the new OS installation
completes.

1.3 SCRIPT EXTENSION CHANGES

Previous releases of CMS Supervisor used a file extension of .CVSUP for

scripts. This extension for scripts is changed to .ACSUP. Upgrades
of CMS Supervisor will change your script extensions automatically.
However, if you moved CMS Supervisor scripts to a different location
before your upgrade, those scripts will not be renamed.

Also, if you used a scheduling program to automatically run scripts for a

previous release of CMS Supervisor at selected intervals, your scheduling
program will need to be adjusted to account for the change in the file
extension.
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2. CHANGES TO RECOMMENDED PC CONFIGURATION

The recommended PC configuration for Avaya CMS Supervisor is a

Pentium-class 300 MHz processor with 256 MB of RAM.

For those of you who will use the SecureShell (SSH) feature, the
recommended PC configuration for CMS Supervisor or Terminal Emulator is a
minimum of a 500 MHz processor with 512 MB of RAM. Running more than one
instance of either application with SSH requires additional RAM.
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3. INSTALLATIONS

3.1 NETWORK INSTALLATIONS

Shared network installations are no longer supported in R16. Each PC must have
a full installation of CMS Supervisor.

3.2 INSTALLATION LOCATION

When installing CMS Supervisor you must not install the application to a root
directory, such as C:\ or D:\.

Note: If you do not adhere to this rule, CMS Supervisor can behave in an
unpredictable way or fail to startup.

3.3 .bat SCRIPTS

During the installation of CMS Supervisor and when the application is run for
the first time .bat scripts are used to configure the registry. If your system
is configured to block .bat scripts CMS Supervisor will not function correctly.

blocking .bat scripts may also prevent scheduling of automatic scripts.

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4. SCRIPTS

4.1 LANGUAGE-SPECIFIC

Avaya CMS Supervisor requires the VBScript engine to be present in the PC

for the automatic login and scripting functionality to work properly. The
CMS Supervisor installation will upgrade the system, if needed, to the
required version of VBScript. The version installed by Avaya CMS
Supervisor is the English version. If you have Internet Explorer version
4.0 or later, an upgrade will not be necessary. To obtain a
language-specific version of the VBScript engine or for more information
about VBScript, refer to the following Microsoft Scripting web site:
http://msdn.microsoft.com/scripting

4.2 SCHEDULING

Automatic scripts can be executed through Windows Explorer. However, if

the script is executed through the "Run" feature on the Windows Start menu
or through a scheduling program, a file association error will be
displayed.

This problem can be overcome by using batch file (.BAT) to launch your
script. The batch file must contain a line that resembles the following
example:

start cvs_script_name

Substitute "cvs_script_name" with the filename of your script.

The PC where the script is scheduled must remained turned on for the
scheduled script to run.

4.3 SET USERID FOR AUTOMATIC SCRIPTS

To execute Automatic Scripts, the user must set the UserID.

Set the UserID by following these steps:

1) From the CMS Supervisor Controller window, select "Tools" > "Options...".

2) In the Options window, select the "Scripting" tab.

3) Click the "Set User" button.

4) Fill the "Save As Script - User Information" form appropriately.

5) Click "OK" to save entries.

4.4 INTERACTIVE SUPERVISOR SESSIONS

An interactive Supervisor session is the manager of the cache resources for

the PC as long as the interactive session is active. Executing automatic scripts
while an interactive session is running will consume cache resources over
time. The rate at which the cache resources are depleted depends on the number
of scripts and the frequency they are executed resulting in undesired behavior.

Cache resources can be restored by restarting Supervisor and/or executing

automatic scripts without an interactive Supervisor session running.
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5. REPORTS

5.1 REAL-TIME VERSUS INTEGRATED QUERIES

The same data item may exist in several databases tables with the same
data item name. If a data item exists in both a real-time table and an
integrated table, its value can be different depending on which table is
queried. If data items in designer reports are returning unexpected
values, ensure that the correct table is being queried.

5.2 SAVING HTML REPORTS IN JAPANESE

When saved on a Japanese operating system, some HTML reports may display
incorrect characters in the report title and field labels.

5.3 SAVE AS HTML FAILS WITH NVIDIA TNT VIDEO ADAPTER

Systems with an nVidia video adapter may see a General Protection Fault
error when you attempt to export a report through the Save As HTML
feature. This can often be repaired by installing the latest video
drivers for your specific nVidia video adapter. Alternatively, you can
use the Standard VGA driver that is available in Windows.

5.4 SAVE AS HTML FAILS FOR GRAPHICAL REPORTS

If the color depth for your display is set to 32-bit (True Color) and a
report is saved in HTML format, the report will not display correctly.
Color depth must be 24-bit, 16-bit, or 256 colors for HTML reports to
display properly.
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6. SAVE USER PREFERENCES BEFORE REINSTALLING

If you must reinstall the software, you must save your user preferences
before you uninstall and reinstall CMS Supervisor. Otherwise, your
preferences will be lost.

If there are multiple users on a PC using CMS Supervisor each of their

preferences must be saved.

To preserve any preferences, thresholds, or scripts that you have created,

do the following procedure:

1. In Windows Explorer, locate the Profiles subdirectory.

To determine the location of the Profiles subdirectory open a

command shell (run cmd.exe) and enter the command:
reg query HKCU\Software\Avaya\Supervisor\16.0\Repositories
Open the directory pointed to by the valye PCUser. The Profiles
directory is located in this directory. (the location may be different
for each user on a PC)

2. Copy the contents of this folder, including subdirectories, to a

temporary directory.

3. Run the CMS Supervisor uninstall program.

4. Reinstall Avaya CMS Supervisor.

5. Copy the saved contents of your temporary directory into the

Profiles subdirectory of the new CMS Supervisor installation.
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7. LANGUAGE CONSIDERATIONS

7.1 MULTIPLE SESSIONS

Avaya CMS Supervisor does not support multiple sessions running

simultaneously on the same PC in different languages. For example, if you
start an Avaya CMS Supervisor session in French, you cannot start a CMS
Supervisor instance in English unless you first close the session in
French. If you open a second session in a different language, the
interface may display "--" instead of words. It is possible for the CMS
Supervisor cache to become corrupted if you attempt to run two different
language versions simultaneously. To fix a corrupted cache, do the
following steps:

1) Close all sessions of CMS Supervisor.

2) Remove all files from the cache folder.

To determine the location of the Cache subdirectory open a
command shell (run cmd.exe) and enter the command:
reg query HKCU\Software\Avaya\Supervisor\16.0\Repositories
The value of PCCache points to the Cache folder for that user

7.2 JAPANESE EXTENDED ASCII CHARACTERS

The Japanese version of CMS Supervisor does not support Dictionary names
that are entered with extended ASCII characters. These include umlauts,
accents, and other diacritic marks. If this situation is not avoided, you
may see the following errors:

* The Dictionary name is displayed without the diacritic marks.

* An "Error: Illegal operation" message is displayed.

* When attempting to change agent skill, you may receive the following
message:
"Error: Unable to complete the requested operation. Error 13.
VB error (13) Type mismatch. Location: Agent_fill"

7.3 EXTENDED ASCII CHARACTERS ON TRADITIONAL CHINESE

Currently, the Chinese language is not directly supported with CMS

Supervisor. However, CMS Supervisor is modified to work with
traditional Chinese using English. The same restrictions apply to using
extended ASCII characters as in Japanese.

7.4 CMS CUSTOM REPORTS

When running CMS Custom Reports through CMS Supervisor in a language other
than English, labels and headings may appear in both English and the
current language.

7.5 DUTCH AND TRADITIONAL CHINESE ONLINE HELP

If you install the Dutch or Traditional Chinese language version of Avaya

CMS Supervisor, the online help systems for CMS Supervisor, Report
Designer, and Report Wizard are available only in English.

7.6 RUSSIAN REPORT DESIGNER ISSUE

If you design reports through CMS Supervisor on a PC with the Russian

language (Cyrillic), the default font for these reports is set as MS Sans
Serif instead of Arial. If you change the default font, it is possible
that information in your custom-designed reports will not be displayed
correctly. You must use MS Sans Serif as the default font for your
reports to avoid this problem.
7.7 REGIONAL SETTINGS
CMS Supervisor supports only those regional settings that are associated
with the supported languages. It is possible that other regional settings
may function properly, but these settings are not supported. For example,
Polish regional settings are not supported, but German regional settings
are supported.
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8. ERROR 48, ERROR 429, OR SOMETHING DOESN'T RUN

If an "Error 48" or "Error 429" message is displayed the first time you
run Avaya CMS Supervisor, or if a component fails to start, it may be a
result of some elements not being properly entered into the Windows
registry. To fix this problem, complete the following steps:

1) Navigate to the CMS Supervisor installation directory.

(by default,the installation directory is C:\Program Files\Avaya\CMS Supervisor
R16)

2) Run the RegistryDefaults.bat file.

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9. CONNECTIONS WITH LONG TIMEOUTS

Occasionally, a modem connection or a telnet connection will take a long

time to connect and will fail. This normally occurs when international
calls or telnet connections over slow networks are made. If you encounter
this situation, you must increase the timeout value for CMS Supervisor.
The default connection timeout value is 30 seconds. To increase the
timeout value of CMS Supervisor, do the following steps:

1) From the CMS Supervisor Controller window, select "Tools" > "Advanced".

2) In the resulting warning message, select "No".

3) In the "Advanced Debugging" window, increase the value in the "Server

Time Out in Secs" field.
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10. COM ERROR MESSAGES "-214XXXXXXX" or "249"

When running Avaya CMS Supervisor, you may encounter error messages
containing "-214XXXXXXX" or "249". These are errors from the Microsoft COM
subsystem of the Windows operating system. The root cause of these errors
is usually an application that has modified a shared component that is
required by Avaya CMS Supervisor. To resolve these errors, try each of
the following actions and retest CMS Supervisor to see if the problem has
been resolved:

1. Reboot the computer.

2. Delete the Avaya CMS Supervisor \Cache subdirectory located under the
installation directory.
(see above for instructions on finding the location of the Cache directory)

3. Uninstall and reinstall Avaya CMS Supervisor

4. Reinstall the Windows operating system

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11. BROWSE ERRORS WHEN LOGGING INTO MULTIPLE CMS SERVERS

IMPORTANT!: This article contains information about editing the Windows

registry. Before you edit the registry, ensure that you understand how to
restore it if a problem occurs. For more information, see "Restoring the
registry" Help topic for Regedit.exe or "Restoring a Registry Key" Help
topic for Regedt32.exe.

WARNING!: Editing the registry can cause serious problems that may require
you to reinstall your operating system. Avaya Inc. cannot guarantee that
problems resulting from the incorrect editing of the registry can be solved.
The user assumes all risk when editing the registry.

When a CMS Supervisor user browses for VDN synonyms on one CMS server, a
cache is built on the PC specifically for that server. When that user
logs out of the first CMS server and logs into a second CMS server, the
cache must be rebuilt. For large amounts of data in the Dictionary, this
process can cause a significant amount of delay for operations that
involve retrieving and caching data from CMS.

Depending on the network speed, network traffic, PC performance, and server

performance, users may experience browse errors if the operation does not
finish in a predetermined amount of time. If this occurs, users can
eliminate this type of error by making a registry modification.

The following registry key contains the link time out value that can be
increased to allow for additional delay of the browse operation caused by
a large amount of VDN synonyms:

HKEY_CURRENT_USER\SOFTWARE\Avaya\Supervisor\<rel #>\Servers\<server
name>\LinkTimeOut

The default value is 2. It is recommended that this value be increased by

1 until the error is eliminated. This key can support a maximum value of
8. This key is created dynamically when an Avaya CMS Supervisor user
creates a new CMS server definition.
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12. REAL-TIME REPORTS STOP REFRESHING AT USER-DEFINED INTERVAL

If CMS Supervisor reports stop refreshing at the interval that you

specify, it is because CMS Supervisor was not able to receive data from
the CMS server within that interval. If CMS Supervisor cannot receive
report data within the user-defined interval, it will automatically reset
the refresh rate to a 1-minute interval. This problem can be caused by
network or server performance issues.

To keep CMS Supervisor from resetting the refresh rate, increase the value
found under the following registry key:

HKEY_CURRENT_USER\SOFTWARE\Avaya\Supervisor\<rel #>\Link

This change will allow more time to pass before CMS Supervisor resets the
refresh rate.
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13. USING THE "GET CONTENTS" COMMAND FOR ACD GROUPS CAUSES ERRORS
Selecting the "Get Contents" command in the Call Center Administration
screen for ACD Groups can result in the application becoming unresponsive.
Avaya recommends using the ASCII interface of the CMS server to perform
ACD Group administration.
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14. ONLINE HELP

14.1 VDN EXCEPTION RECORDS

Supervisor Online Help discrepancy misleads the user to believe they can
administer more VDN exception records than the CMS allows.

The actual number of VDN exception records (2000) is properly documented

in the CMS Administration document.

14.2 CLIENT INSTALLATION ONLINE HELP

This Microsoft security patch 896358 breaks HTML help functionality on Client
installations. After installing this patch, you can't see help topics when running
a
compiled HTML file from a remote location.

A workaround to this problem is detailed in:

http://support.microsoft.com/kb/892675/
Another workaround is detailed in http://www.helpscribble.com/chmnetwork.html .
Installing the help file locally will also remedy the problem.

14.3 INTRODUCTION - AVAYA CMS SPECIFICATIONS

The Supervisor Online Help incorrectly lists Supported Hardware Configuration,

Recommended PC Configurations and Supported Switches.

Refer to the Avaya Call Management System R16 Change Description document
for the changes to the supported configurations, switches and PC operating
systems.

14.4 TERMINAL EMULATOR HELP ON WINDOWS VISTA, WINDOWS 7

Microsoft no longer includes the WinHlp32.exe help system as part of the

operating system. If you attempt to open help from Terminal Emulator
Windows will prompt you to install KB917607 if it has not already been installed.
Once WinHlp32.exe is installed Terminal Emulator help will open correctly.
For more details see http://support.microsoft.com/kb/917607

This applies to the operating systems Windows Vista, Windows 7 and newer.
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15. VISUAL VECTOR CLIENT INTERACTION

When Supervisor is started, it will attempt to detect whether or not the Visual
Vectors Client
application is installed on the PC. If so, Supervisor will add a "start-up" button
to
the toolbar. This button will launch the latest version of Visual Vectors Client
that is installed on the PC.

To add button(s) to the toolbar for older releases of Visual Vectors Client, use
the
Add Button Wizard from the Tools drop-down menu.
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16. CHANGES IN THE WAY SUPERVISOR USES THE WINDOWS REGISTRY

Previous releases of Supervisor have used HKEY_LOCAL_MACHINE to store preferences

and
other settings. This behavior meant the values were stored on a per-machine basis,
one
user changing a Supervisor preference would cause it to change for all other users
on
that PC.

Supervisor now uses HKEY_CURRENT_USER to store preferences. This means preferences

are
now stored on a per-user basis. When upgrading from a previous installation of
Supervisor
the existing registry values are migrated to all users of the PC.

Uninstalling Supervisor will remove the registry keys used by Supervisor for all
users.

A clean install of Supervisor will not create registry entries for other users,
instead
the application will create the registry entries it needs when run for the first
time for
each user.
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17. INTERNET PROTOCOL VERSION 6 (IPV6)

Avaya CMS Supervisor and Terminal Emulator are now fully compliant
with IPV6. IPV6 addresses can be entered as host names or IPV6 DNS
mapped host names can be used. The new IPV6 functionality will be
transparent to the user.
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18. UPDATED: ADDITIONAL ADVOCATE REPORTS

The following reports under the directory "Additional Advocate Reports - Permissive
Use Only"
on the CD have been updated.

Integrated - Advocate Comparison wReserve Staff.rep

Integrated - Advocate Comparison.rep
Integrated - VDN Comparison Report.rep

Note: These files are not copied during installation and are not present if only
the Setup.exe
file is downloaded from support.avaya.com. See the section "Installing the Avaya
Business
Advocate reports" in the document "Avaya Call Management System: Avaya Business
Advocate Reports"
for details on installing these reports.

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(c) 1997-2012 Avaya Inc.

All rights reserved.
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