Release Notes for Avaya Proactive Contact 5.

0 Supervisor

Release Notes for Avaya Proactive Contact 5.0 Supervisor

Release Notes for Avaya Proactive Contact 5.0 Supervisor

which the Software is installed communicate with no more than a

single instance of the same database.
Copyright@2011
CPU License (CP):
Notice:
End User may install and use each copy of the Software on a number
While reasonable efforts were made to ensure that the information in
of Servers up to the number indicated by Avaya provided that the
this document was complete and accurate at the time of printing,
performance capacity of the Server(s) does not exceed the
Avaya Inc. can assume no liability for any errors. Changes and
performance capacity specified for the Software. End User may not
corrections to the information in this document might be incorporated
re-install or operate the Software on Server(s) with a larger
in future releases.
performance capacity without Avaya's prior consent and payment of
Documentation disclaimer:
an upgrade fee.
Avaya Inc. is not responsible for any modifications, additions, or
Named User License (NU):
deletions to the original published version of this documentation
Customer may: (i) install and use the Software on a single
unless such modifications, additions, or deletions were performed by
Designated Processor or Server per authorized Named User (defined
Avaya. Customer and/or End User agree to indemnify and hold
below); or (ii) install and use the Software on a Server so long as only
harmless Avaya, Avaya's agents, servants and employees against all
authorized Named Users access and use the Software. Named User,
claims, lawsuits, demands and judgments arising out of, or in
means a user or device that has been expressly authorized by Avaya
connection with, subsequent modifications, additions or deletions to
to access and use the Software. At Avaya's sole discretion, a Named
this documentation to the extent made by the Customer or End User.
User may be, without limitation, designated by name, corporate
Link disclaimer:
function (e.g., webmaster or helpdesk), an e-mail or voice mail
Avaya Inc. is not responsible for the contents or reliability of any
account in the name of a person or corporate function, or a directory
linked Web sites referenced elsewhere within this documentation,
entry in the administrative database utilized by the Product that
and Avaya does not necessarily endorse the products, services, or
permits one user to interface with the Product.
information described or offered within them. We cannot guarantee
Shrinkwrap License (SR):
that these links will work all the time and we have no control over the
With respect to Software that contains elements provided by third
availability of the linked pages.
party suppliers, End User may install and use the Software in
Warranty:
accordance with the terms and conditions of the applicable license
Avaya Inc. provides a limited warranty on this product. Refer to your
agreements, such as shrinkwrap or clickwrap license accompanying
sales agreement to establish the terms of the limited warranty. In
or applicable to the Software (Shrinkwrap License). The text of the
addition, Avaya’s standard warranty language, as well as information
Shrinkwrap License will be available from Avaya upon End User’s
regarding support for this product, while under warranty, is available
request (see Third-party Components for more information).
through the Avaya Support Web site: http://www.avaya.com/support
Copyright:
License:
Except where expressly stated otherwise, the Product is protected by
USE OR INSTALLATION OF THE PRODUCT INDICATES THEEND
copyright and other laws respecting proprietary rights. Unauthorized
USER'S ACCEPTANCE OF THE TERMS SET FORTHHEREIN AND
reproduction, transfer, and or use can be a criminal, as well as a civil,
THE GENERAL LICENSE TERMS AVAILABLEON THE AVAYA
offense under the applicable law.
WEB SITE http://support.avaya.com/LicenseInfo/ (GENERAL
Third-party components:
LICENSE TERMS). IF YOU DO NOT WISH TO BE BOUND BY
Certain software programs or portions thereof included in the Product
THESE TERMS, YOU MUST RETURN THE PRODUCT(S) TO THE
may contain software distributed under third party agreements (Third
POINT OF PURCHASE WITHIN TEN (10) DAYS OF DELIVERY
Party Components), which may contain terms that expand or limit
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Information identifying Third Party Components and the Third Party
number of licenses and units of capacity for which the license is
Terms that apply to them is available on the Avaya Support Web site:
granted will be one (1), unless a different number of licenses or units
http://support.avaya.com/ThirdPartyLicense/
of capacity is specified in the Documentation or other materials
Preventing toll fraud:
available to End User. Designated Processor means a single stand-
Toll fraud is the unauthorized use of your telecommunications system
alone computing device. Server means a Designated Processor that
by an unauthorized party (for example, a person who is not a
hosts a software application to be accessed by multiple users.
corporate employee, agent, subcontractor, or is not working on your
Software means the computer programs in object code, originally
company's behalf). Be aware that there can be a risk of toll fraud
licensed by Avaya and ultimately utilized by End User, whether as
associated with your system and that, if toll fraud occurs, it can result
stand-alone Products or pre-installed on Hardware.
in substantial additional charges for your telecommunications
Hardware means the standard hardware Products, originally sold by
services.
Avaya and ultimately utilized by End User.
Avaya fraud intervention:
License type(s)
If you suspect that you are being victimized by toll fraud and you
Designated System(s) License (DS):
need technical assistance or support, call Technical Service Center
End User may install and use each copy of the Software on only one
Toll Fraud Intervention Hotline at +1-800-643-2353 for the United
Designated Processor, unless a different number of Designated
States and Canada. For additional support telephone numbers, see
Processors is indicated in the Documentation or other materials
the Avaya Support Web site: http://www.avaya.com/support
available to End User. Avaya may require the Designated
Trademarks:
Processor(s) to be identified by type, serial number, feature key,
Avaya and the Avaya logo are either registered trademarks or
location or other specific designation, or to be provided by End User
trademarks of Avaya Inc. in the United States of America and/or other
to Avaya through electronic means established by Avaya specifically
jurisdictions. All other trademarks are the property of their respective
or this purpose.
owners.
Concurrent User License (CU):
Downloading documents:
End User may install and use the Software on multiple Designated
For the most current versions of documentation, see the Avaya
Processors or one or more Servers, so long as only the licensed
Support Web site: http://www.avaya.com/support
number of Units are accessing and using the Software at any given
time. A Unit means the unit on which Avaya, at its sole discretion,
bases the pricing of its licenses and can be, without limitation, an
agent, port or user, an e-mail or voice mail account in the name of a
person or corporate function (e.g., webmaster or helpdesk), or a
directory entry in the administrative database utilized by the Product
that permits one user to interface with the Software. Units may be
linked to a specific, identified Server.
Database License (DL):
Customer may install and use each copy of the Software on one
Server or on multiple Servers provided that each of the Servers on
Release Notes for Avaya Proactive Contact 5.0 Supervisor

Table of contents
1. Prerequisite ............................................................................................................................................ 3
1.1. Hardware requirements ...................................................................................................................... 3
1.2. Obtaining Avaya Proactive Contact 5.0 Supervisor ........................................................................... 4
2. Installation .............................................................................................................................................. 5
2.1. Pre-installation procedure .................................................................................................................. 5
2.2. Upgrade procedure ............................................................................................................................ 5
2.3. Installation procedure ......................................................................................................................... 7
2.4. Post-installation procedure ................................................................................................................. 9
3. Uninstallation procedure ...................................................................................................................... 12
4. List of customer found issues, known issues, troubleshooting, and improvements ............................ 12
5. Contact support .................................................................................................................................... 13

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Release Notes for Avaya Proactive Contact 5.0 Supervisor

Revision history
Version Date
0.1 November 22, 2010
0.2 December 27, 2010
0.3 January 18, 2011
0.4 January 28, 2011
0.5 February 16, 2011
0.6 March 30, 2011
0.7 June 27, 2011

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Release Notes for Avaya Proactive Contact 5.0 Supervisor

This document is the release notes for Avaya Proactive Contact 5.0 Supervisor.

1. Prerequisite
1.1. Hardware requirements
The minimum hardware requirements to support this release of Avaya Proactive
Contact 5.0 Supervisor and the associated mid-tier software components are as
follows:
Minimum system requirements for Windows XP Service Pack 2 (32-bit or 64-bit
Operating System):
800 MHz processor
512 MB RAM
1 GB free disk space
DVD drive
Network capable
Microsoft Internet Explorer 6.0 or later

Minimum system requirements for Windows Vista Enterprise Edition (32-bit or

64-bit Operating System):
1 GHz 32-bit / 64-bit processor
1 GB RAM
1 GB free disk space
DVD drive
Network capable
Microsoft Internet Explorer 7.0 or later
NOTE: For additional hardware requirements to support Vista, see the
Microsoft Website at:
http://technet.microsoft.com/en-us/library/cc507845.aspx
Minimum System Requirements for Windows 7 Enterprise Edition (32-bit or 64-
bit Operating System):
1 GHz 32-bit / 64-bit processor
1 GB RAM
1 GB free disk space
DVD drive
Network capable

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Release Notes for Avaya Proactive Contact 5.0 Supervisor

Microsoft Internet Explorer 8.0 or later

NOTE: For additional hardware requirements to support Windows 7
Enterprise Edition, see the Microsoft Website at:
http://windows.microsoft.com/en-IN/windows7/products/system-requirements
Minimum System Requirements for Windows Server 2008 SP2 Enterprise
version (32-bit or 64-bit Operating System):
1.4 GHz (x64 processor) or 1.3GHz (Dual Core) processor
1 GB RAM
1 GB free disk space
DVD drive
Network capable
Microsoft Internet Explorer 8.0 or later
NOTE: For additional hardware requirements to support Windows Server
2008 SP2 Enterprise version, see the Microsoft Website at:
http://www.microsoft.com/windowsserver2008/en/us/system-
requirements.aspx

1.2. Obtaining Avaya Proactive Contact 5.0 Supervisor

You can order the DVD of Avaya Proactive Contact 5.0 Supervisor using the
high-level bundle code 700500965. The two ways to obtain this release are:
Ordering the installation DVD labeled as Avaya Proactive Contact 5.0
Supervisor, Material ID: 700501573.
Downloading the ISO file from Avaya Support site and writing it to a DVD.

To download the ISO file:

1. Go to Avaya support site: http://www.avaya.com/support
2. In the left pane, click Downloads.
3. In the Please enter the name of your product text box, type Proactive
Contact.
4. Select the Proactive Contact option that is displayed below the text box.
The system redirects the Webpage to the Avaya Proactive Contact page.
5. From the version drop-down box, select 5.0.x.
6. Download the Avaya Proactive Contact 5.0 Supervisor ISO image.
To write the ISO file to a DVD:

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Release Notes for Avaya Proactive Contact 5.0 Supervisor

1. Insert a blank writable DVD in the DVD drive.

NOTE: You can use any available DVD writing tool, such as Roxio or
Nero to write the ISO file to a DVD.
2. Select the Image burning option from the DVD writing software.
For Roxio, select Copy > Burn image.
For Nero Express, select Image > Project > Copy > Disc Image or
Saved Project.
3. Browse and select the ISO image for burning. Wait until the DVD burning
is completed.
4. Label the DVD Avaya Proactive Contact 5.0 Supervisor. Material ID:
700501573

2. Installation
This section describes the procedure to install and uninstall Avaya Proactive Contact 5.0
Supervisor.
2.1. Pre-installation procedure
This section describes the steps that you must perform before installing Avaya
Proactive Contact 5.0 Supervisor.
Ensure that you perform the following before proceeding with the installation
procedure:
Add all the dialers host names and the IP addresses in the host file on
the Microsoft Windows computer. The host file is located at:

C:\WINDOWS\system32\drivers\etc

For Windows 7 and Windows Vista non-admin users, ensure that

you have the write permission to update the following file:

%SYSTEMROOT%\system32\drivers\etc\hosts
NOTE FOR 64-bit PLATFORM: The default install path for Avaya Proactive
Contact 5.0 Supervisor setup on 64-bit Windows platform is
C:\Avaya\Proactive Contact 5.0\ instead of the usual location inside
Program Files (or Program Files (x86) for 64-bit Windows) folder.
If you want to change the install path, ensure that the path does not contain any
special characters. Also, do not specify a path inside C:\Program Files\
directory.

2.2. Upgrade procedure

NOTE: If you are upgrading from an earlier version than the 4.2.0 release of
Avaya Proactive Contact Supervisor, then disable the antivirus, if any.

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Release Notes for Avaya Proactive Contact 5.0 Supervisor

To upgrade from a previous version of Avaya Proactive Contact Supervisor:

1. Log in with Administrator privileges.
2. Insert the installation DVD in the DVD drive.
3. Run Setup.exe program located in the root directory of the Supervisor DVD.
4. The installer automatically detects for a previous version of the Supervisor
application. If it detects any previous version, the installer displays the
following prompt:
Setup has found an earlier version of Avaya Proactive
Contact Supervisor installed on your machine. Before
proceeding with the installation, it is necessary to
uninstall the older version. Do you want to do it now?
5. Click Yes. The setup uninstalls the previous version of the software.
If the setup detects any environment variable settings related to Oracle, it
requests confirmation:
Setup has detected Oracle client environment settings.
This setup will overwrite any existing environment
variables related to Oracle. Do you want to continue?
This happens when a version of Oracle client already installed on the system
uses the same environment settings as that of the Oracle client that comes
with Supervisor. Another instance may be when the previous version of
Supervisor has not uninstalled the settings.
To overwrite any earlier settings, click Yes.
6. In the Welcome screen, click Next.
7. On the License Agreement screen, select I accept the terms of the
license agreement.
8. Click Next.
9. In the Choose Destination Location screen, click Next.
10. In the Select Features screen, unselect any feature that you may choose not
to install, click Next.
11. In the Start Copying files screen, click Next.
12. After the installation is complete, a message prompts you to finish the
configuration by opening Health Manager.
13. Click OK.
14. On the finish page, you can select whether to restart your computer now or
later. Choose whichever is appropriate and click Finish.
15. For information on the patches released on top of Avaya Proactive Contact
5.0 and the procedure to install the patches, visit
http://support.avaya.com/css/appmanager/public/support/Downloads/P0352

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Release Notes for Avaya Proactive Contact 5.0 Supervisor

After the upgrade completes, follow the instructions present in the post
installation section.
2.3. Installation procedure
This section describes the steps to install Avaya Proactive Contact 5.0
Supervisor. This procedure installs the Mid-Tier software, Health Manager, Role
Editor, and all Avaya Proactive Contact Supervisor applications.
1. Log in with the Administrator privileges to install Avaya Proactive Contact 5.0
Supervisor.
2. Insert the Supervisor installation DVD in the DVD drive.
3. Run Setup.exe program located in the root directory of the Supervisor DVD.
If Microsoft .NET Framework 3.5 SP1 is not installed on your computer by
default, then you receive the following message.
Avaya Proactive Contact Supervisor 5.0 requires the
following items to be installed on your computer. Click
Install to begin installing these requirements.
If you do not get any message related to the Microsoft .NET framework, then
it indicates that you have already installed the Microsoft .NET framework. In
that case, continue from Step 13.
4. Click Install. This starts the installation of Microsoft .NET Framework 3.5
SP1.
5. If Windows Installer 3.1 is already installed, the system installs Microsoft
.NET Framework 3.5 SP1. To continue with the installation, go to Step 11.
6. If Windows Installer is not installed on your computer, then you receive the
following error message.
You must install windows Installer 3.1 to complete
installation. Microsoft .NET Framework 3.5 requires that
Windows Installer 3.1 be installed prior to the
installation.
7. Click Exit Setup.
8. After you click Exit Setup, the following message is displayed:
The installation of Microsoft .NET Framework 3.5 SP1
appears to have failed. Do you want to continue with
installation?
Click No.
9. Go to Support Files folder on the disk and install Windows Installer 3.1.
Accept the default prompts in the installation wizard.
NOTE: On the Completing the Windows Installer 3.1
(KB893803) Installation Wizard page, clear the Do not restart
now check box, and click Finish. The system restarts.
10. After system has restarted, go back to Step 3

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Release Notes for Avaya Proactive Contact 5.0 Supervisor

11. After .NET framework installation, if you need to restart the computer before
continuing with the rest of the installation, the following message is displayed:
A reboot is required for installation of Avaya Proactive
Contact Supervisor 5.0 to proceed further. Click Yes to
restart now or No if you plan to restart later.
Click Yes.
12. After the computer restarts, the setup automatically resumes installation.
If the setup does not automatically resume either because disk is on a
network path or for some other reason, run Setup.exe again.
13. If the setup detects any environment variable settings related to Oracle, it
requests confirmation:
Setup has detected Oracle client environment settings.
This setup will overwrite any existing environment
variables related to Oracle. Do you want to continue?
This happens when a version of Oracle client already installed on the system
uses the same environment settings as that of the Oracle client that comes
with Supervisor.
To overwrite any earlier settings, click Yes.
14. In the Welcome screen, click Next.
15. On the License Agreement screen, select I accept the terms of the
license agreement.
16. Click Next.
17. In the Choose Destination Location screen, click Next.
18. In the Select Features screen, unselect any feature that you may choose not
to install, click Next.
19. At the prompt, select the language in which you want the Supervisor
application to be installed.
20. In the Start Copying files screen, click Next.
21. After the installation is complete, a message prompts you to finish the
configuration by opening Health Manager.
22. Click OK.
23. On the finish page, you can select whether to restart your computer now or
later. Choose whichever is appropriate and click Finish.
24. For information on the patches released on top of Avaya Proactive Contact
5.0 and the procedure to install the patches, visit
http://support.avaya.com/css/appmanager/public/support/Downloads/P0352

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Release Notes for Avaya Proactive Contact 5.0 Supervisor

2.4. Post-installation procedure

This section describes the steps that you must perform after installing Avaya
Proactive Contact 5.0 Supervisor.
Note: Once the installation is complete, enable the anti-virus software if you had
disabled it during the pre-installation procedure in section 2.1.
Configuring the Supervisor application
To configure the Supervisor application:
1. On the desktop, double-click the Health Manager icon.
On the Configurator screen, enter the name and IP address of the Primary
dialer that you want to connect to in the Primary Proactive Contact Details
field. For example, PCSVR1 and 101.112.12.13. Enter the same information
in the Database Server Details field.
In the Mail Server Details field, type the name and IP address of your
exchange server. For example, PCSVR2 and 101.112.12.14.
If the database server and e-mail server have the same IP address and name
as the primary server, then you can select the check box to complete these
fields automatically.

NOTE: If you do not want to receive e-mail event notification, keep the Email
Server Details field empty.
2. Close the Configuration Window, and then click Finish on the Install Shield
wizard.
3. Restart the computer after the installation completes.
NOTE: If you do not restart the computer, you may see an error message
when you try to run Monitor.exe or when you try to preview the reports in
Analyst using Client Applications.
All client applications are now ready for use.
Microsoft Windows firewall
Windows firewall displays a warning message each time you start any of the Avaya
Proactive Contact Supervisor applications. Avaya recommends that you enable firewall
to allow application exceptions. To allow the application exceptions option, a user with
Administrator privileges on the computer should open each application. When the
system displays a warning message, click the Unblock button. This action adds the
application to the list of exceptions to firewall policy and all other users can access the
application.
NOTE: Add HealthBridge.exe as an exception in Windows firewall even if the firewall is
turned OFF. If HealthBridge.exe is not added in the exception list, then you cannot use
the Health Manager application.
For Windows XP users:

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Release Notes for Avaya Proactive Contact 5.0 Supervisor

1. Click on Security Center in the Control Panel.

2. Click on Windows Firewall.
3. Click on the Exceptions tab.
4. Click Add Program.
5. Add the following Supervisor applications in the Exceptions list:
Analyst application
Monitor application
Editor application
Role Editor application
Health Manager application
System Telnet
PC Analysis applications
HealthBridge.exe

The default location of these applications is:

C:\Program Files\Avaya\Proactive Contact 5.x\
6. Click OK once to close the Add Program dialog box, and then click OK again to
close the Windows Firewall dialog box.
For Windows Vista users:
1. Go to Control Panel, from the classic view, double-click on Windows
Firewall.
2. Click Change settings.
3. In the Windows Firewall Settings window, click Exceptions tab.
4. Click Add Program.
5. Add the following Supervisor applications in the Exceptions list:
Analyst application
Monitor application
Editor application
Role Editor application
Health Manager application
System Telnet
PC Analysis applications
HealthBridge.exe

If you selected the default application path during installation, then you
can find these applications at C:\Program Files\Avaya\Proactive Contact
5.x\
6. Click OK once to close the Add a Program dialog box.
7. Close the Windows Firewall window.
For Windows 7 Enterprise users:

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Release Notes for Avaya Proactive Contact 5.0 Supervisor

1. Go to Control Panel, from the classic view, double-click on Windows

Firewall.
2. Click Allow a program or feature through Windows Firewall.
3. In the Allow programs to communicate through Windows Firewall
window, click Change Settings button if enabled. Add the following
Supervisor applications in the Exceptions list:
Analyst application
Monitor application
Editor application
Role Editor application
Health Manager application
System Telnet
PC Analysis applications
HealthBridge.exe

If you selected the default application path during installation, then you can
find these applications at C:\Program Files\Avaya\Proactive Contact 5.x\
4. Click OK.
For Windows Server 2008 users:
1. Go to Control Panel, from the classic view, double-click on Windows
Firewall.
2. Click Allow a program or feature through Windows Firewall.
3. In the Allow programs to communicate through Windows Firewall
window, click Change Settings button if enabled. Add the following
Supervisor applications in the Exceptions list:
Analyst application
Monitor application
Editor application
Role Editor application
Health Manager application
System Telnet
PC Analysis applications
HealthBridge.exe

If you selected the default application path during installation, then you can find
these applications at C:\Program Files\Avaya\Proactive Contact 5.x\
4. Click OK.

Enhanced browsing security

By default, Windows XP SP2/SP3, Windows 7 Enterprise, Vista, and Windows
Server 2008 prohibit ActiveX content from being run on your computer. As a
result, all online help pages display a message at the top of the page stating that

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Release Notes for Avaya Proactive Contact 5.0 Supervisor

Internet Explorer has restricted this file from showing active control that could be
used to access your computer. This restricts your ability to navigate easily
through the online help system.
To allow active content in a limited way on your computer, Avaya recommends
the following:
1. Open Internet Explorer.

2. Select Tools > Internet Options.

3. Click the Advanced tab.

4. Scroll down to the section titled Security.

5. Select the Allow active content to run in files on My Computer check

box.

6. Click OK, and then close Internet Explorer.

3. Uninstallation procedure
To uninstall Avaya Proactive Contact 5.0 Supervisor:
1. Log in with the Administrator privileges to uninstall Avaya Proactive Contact
5.0 Supervisor.
2. Go to Start > Settings > Control Panel.
3. Double-click Add/Remove Programs.
For Windows Vista, Windows 7 Enterprise, and Windows Server 2008, click
Programs and Features.
4. Select the current product and click Change/Remove.
For Windows Vista, Windows 7 Enterprise, and Windows Server 2008, click
Uninstall/Change.
5. Follow the onscreen instructions.
6. Click Finish when the system displays the Uninstall Complete message
on the screen.

4. List of customer found issues, known issues, troubleshooting,

and improvements
For information on Customer Found Issues, Known Issues, Troubleshooting, and
Improvements as included in the Avaya Proactive Contact 5.0 release, see List of Fixed
Issues, Improvements, Known Issues, and Troubleshooting for Avaya Proactive
Contact 5.0 (Dialer, OS, Agent, Agent API, Supervisor, and Database) on the Avaya
Support site: http://www.avaya.com/support

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Release Notes for Avaya Proactive Contact 5.0 Supervisor

5. Contact support
You can contact Avaya Proactive Contact Technical Support through Internet, e-mail, or
telephone. To contact Avaya Proactive Contact support by telephone, call at one of the
following numbers:
Global Support Services (GSS) +1 800 242 2121
Canada Customer Care Center +1 800 387 4268
Remote Service Center Hungary +36 1238 8807
Caribbean and Latin America +1 786 331 0860
EMEA Services - Post Sales Technical Support +31 70 414 8720
Asia/Pacific Regional Support Center +800 2 28292 78 / +65 6872 5141 and
+0080066501243 (India)
For details on contact information, visit: http://www.avaya.com/support

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