Product Release Notes for Avaya Proactive Contact 4.1.

2 Supervisor

Product Release Notes for Avaya Proactive Contact 4.1.2 Supervisor

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Product Release Notes for Avaya Proactive Contact 4.1.2 Supervisor

single instance of the same database.

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
claims, lawsuits, demands and judgments arising out of, or in
User," means a user or device that has been expressly authorized by
connection with, subsequent modifications, additions or deletions to
Avaya to access and use the Software. At Avaya's sole discretion, a
this documentation to the extent made by the Customer or End User.
"Named User" may be, without limitation, designated by name,
Link disclaimer:
corporate function (e.g., webmaster or helpdesk), an e-mail or voice
Avaya Inc. is not responsible for the contents or reliability of any
mail account in the name of a person or corporate function, or a
linked Web sites referenced elsewhere within this documentation,
directory entry in the administrative database utilized by the Product
and Avaya does not necessarily endorse the products, services, or
that 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
sales agreement to establish the terms of the limited warranty. In
accompanying or applicable to the Software ("Shrinkwrap License").
addition, Avaya’s standard warranty language, as well as information
The text of the Shrinkwrap License will be available from Avaya upon
regarding support for this product, while under warranty, is available
End User’s request (see “Third-party Components" for more
through the Avaya Support Web site: http://www.avaya.com/support
information).
License:
Copyright:
USE OR INSTALLATION OF THE PRODUCT INDICATES THEEND
Except where expressly stated otherwise, the Product is protected by
USER'S ACCEPTANCE OF THE TERMS SET FORTHHEREIN AND
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THE GENERAL LICENSE TERMS AVAILABLEON THE AVAYA
reproduction, transfer, and or use can be a criminal, as well as a civil,
WEB SITE http://support.avaya.com/LicenseInfo/ ("GENERAL
offense under the applicable law.
LICENSE TERMS"). IF YOU DO NOT WISH TO BE BOUND BY
Third-party components:
THESE TERMS, YOU MUST RETURN THE PRODUCT(S) TO THE
Certain software programs or portions thereof included in the Product
POINT OF PURCHASE WITHIN TEN (10) DAYS OF DELIVERY
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Party Components"), which may contain terms that expand or limit
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number of licenses and units of capacity for which the license is
Information identifying Third Party Components and the Third Party
granted will be one (1), unless a different number of licenses or units
Terms that apply to them is available on the Avaya Support Web site:
of capacity is specified in the Documentation or other materials
http://support.avaya.com/ThirdPartyLicense/
available to End User. "Designated Processor" means a single stand-
Preventing toll fraud:
alone computing device. "Server" means a Designated Processor
"Toll fraud" is the unauthorized use of your telecommunications
that hosts a software application to be accessed by multiple users.
system by an unauthorized party (for example, a person who is not a
"Software" means the computer programs in object code, originally
corporate employee, agent, subcontractor, or is not working on your
licensed by Avaya and ultimately utilized by End User, whether as
company's behalf). Be aware that there can be a risk of toll fraud
stand-alone Products or pre-installed on Hardware.
associated with your system and that, if toll fraud occurs, it can result
"Hardware" means the standard hardware Products, originally sold by
in substantial additional charges for your telecommunications
Avaya and ultimately utilized by End User.
services.
License type(s)
Avaya fraud intervention:
Designated System(s) License (DS):
If you suspect that you are being victimized by toll fraud and you
End User may install and use each copy of the Software on only one
need technical assistance or support, call Technical Service Center
Designated Processor, unless a different number of Designated
Toll Fraud Intervention Hotline at +1-800-643-2353 for the United
Processors is indicated in the Documentation or other materials
States and Canada. For additional support telephone numbers, see
available to End User. Avaya may require the Designated
the Avaya Support Web site: http://www.avaya.com/support
Processor(s) to be identified by type, serial number, feature key,
Trademarks:
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to Avaya through electronic means established by Avaya specifically
trademarks of Avaya Inc. in the United States of America and/or other
or this purpose.
jurisdictions. All other trademarks are the property of their respective
Concurrent User License (CU):
owners.
End User may install and use the Software on multiple Designated
Downloading documents:
Processors or one or more Servers, so long as only the licensed
For the most current versions of documentation, see the Avaya
number of Units are accessing and using the Software at any given
Support Web site: http://www.avaya.com/support
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
which the Software is installed communicate with no more than a

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Product Release Notes for Avaya Proactive Contact 4.1.2 Supervisor

Table of Contents
1. Prerequisite ........................................................................................................................................ 2
1.1. Hardware Requirements .................................................................................................................... 2
1.2. Obtaining Avaya Proactive Contact 4.1.2 Supervisor ........................................................................ 3
2. Installation .......................................................................................................................................... 4
2.1. Pre-installation Procedure.................................................................................................................. 4
2.2. Upgrade Instructions .......................................................................................................................... 4
2.3. Installation Procedure......................................................................................................................... 4
2.4. Post-Installation Procedure ................................................................................................................ 5
2.5. Uninstallation Procedure .................................................................................................................... 8
3. New Features ..................................................................................................................................... 8
4. Enhancement Requests ..................................................................................................................... 9
5. List of Customer Fixed Issues, Known Issues, Troubleshooting, and Improvements ..................... 10
6. Contact Support ...............................................................................................................................10

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Revision History
Version Date
0 September 07, 2009
0.1 October 9, 2009
0.2 October 9, 2009
0.3 October 15, 2009
0.4 October 22, 2009
0.5 October 28, 2009
0.6 November 9, 2009
1.0 November 13, 2009
1.1 November 18, 2009
1.2 November 19, 2009

This document is the release notes for Avaya Proactive Contact 4.1.2 Supervisor.
Before proceeding with this release note, for determining the correct order of referring to
the release notes, refer to the “Sequence of using Avaya Proactive Contact 4.1.2
Release Notes” document on the Avaya Support site:
https://support.avaya.com/css/P8/documents/100068921

1. Prerequisite
1.1. Hardware Requirements
Following are the minimum hardware requirements to support this release of
Avaya Proactive Contact 4.1.2 Supervisor and the associated mid-tier software
components:
Minimum system requirements for Windows XP Service Pack 2/Service Pack 3:
• 800 MHz 32-bit (x86) or 64-bit (x-64) processor
• 512 MB RAM
• 15 GB free disk space on a 20 GB hard drive
• DVD ROM Drive
• Network Capable
• Microsoft Internet Explorer 6.0 or later

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Product Release Notes for Avaya Proactive Contact 4.1.2 Supervisor

Minimum system requirements for Windows Vista Enterprise Edition:

• 1 GHz 32-bit (x86) or 64-bit (x-64) processor
• 1 GB RAM
• 15 GB free disk space on a 40 GB hard drive
• DVD ROM
• Network capable
• Microsoft Internet Explorer 7.0 or later
NOTE: For computer running Microsoft Windows Vista: Please refer to
Microsoft’s Web site for additional hardware requirements to support Vista:
http://technet.microsoft.com/en-us/library/cc507845.aspx

1.2. Obtaining Avaya Proactive Contact 4.1.2 Supervisor

You can order all the CDs or DVDs for Avaya Proactive Contact 4.1.2 using the
high level bundle code 700478969. The two ways to obtain this release are:
• Ordering the installation DVD labeled Avaya Proactive Contact 4.1.2
Supervisor, Material ID: 700479066.
• Downloading the ISO file from Avaya Support Web site and writing it on a
DVD.

To download the ISO file:

1. Go to Avaya Support site: http://support.avaya.com
2. In the left pane, click Downloads.
3. In the “Please enter the name of your product” text box, type
‘Proactive Contact’. The Proactive Contact option appears below
the text box. Click Proactive Contact.
The webpage is redirected to the Avaya Proactive Contact page.
4. From the version drop-down box, select 4.1.x.
5. Download the Avaya Proactive Contact 4.1.2 Supervisor ISO
image.
To write the ISO file on a DVD:
1. Insert a blank writable DVD in the DVD RW drive.

NOTE: You can use any available DVD writing tool such as Roxio
or Nero to write the ISO file on a DVD.
2. Select the Image burning option from the DVD writing software.
• For Roxio, select the Copy > Burn Image option.

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• For Nero Express, select the Image, Project, and Copy >
Disc Image or Saved Project option.
3. Browse and select the ISO image for burning. Wait until the DVD
burning is completed.
4. Label the DVD as Avaya Proactive Contact 4.1.2 Supervisor
Material ID: 700479066.

2. Installation
This section provides information on installing and uninstalling Avaya Proactive Contact
4.1.2 Supervisor.
2.1. Pre-installation Procedure
Disable the anti-virus (if any) before starting the Avaya Proactive Contact 4.1.2
Supervisor installation.
2.2. Upgrade Instructions
To upgrade from a previous version of Avaya Proactive Contact Supervisor:
1. Insert the installation DVD in the DVD-ROM drive.
2. Run Setup.exe program located in the root directory of the Supervisor DVD
ROM.
3. The installer detects for any previous version of the Supervisor application
and displays the following prompt:

Setup has found an earlier version of this product

installed on your machine. For proceeding with this
installation it is required that older version is
uninstalled. Do you want to continue?
4. Click Yes. The setup will uninstall the previous version of the software.
5. To install the latest version continue from step 8 of the Installation procedure
given after this section.

2.3. Installation Procedure

This section describes the steps to install the current version of Avaya Proactive
Contact 4.1.2 Supervisor. This procedure will install mid-tier software, Health
Manager, Role Editor, and all Avaya Proactive Contact Supervisor applications.
1. Login with Administrator privileges to install “Avaya Proactive Contact
4.1.2 Supervisor”.
2. Insert the DVD in the DVD ROM of the desktop. Run the Setup.exe,
which starts with installation.
3. If Microsoft .Net Framework 3.5 is not installed on your system by default,
then you will receive the following error message.

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Product Release Notes for Avaya Proactive Contact 4.1.2 Supervisor

“Setup has detected that this computer does not meet

the requirements to install this software. These
requirements must be met before you can install
Microsoft .NET Framework 3.5.”
NOTE: Steps 4 to Step 7 are only applicable to Avaya Proactive Contact
4.1.2 Supervisor on Windows XP SP2. For installation on Windows Vista,
continue from step 8.
4. If Windows Installer 3.1 is already installed, the system starts installing
Microsoft.NET Framework 3.5. To continue with the installation go to step
8.
5. If Windows Installer is not installed on your system by default, then you
will 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.”
Click “Exit Setup”.
6. After you click Exit Setup, the following message will be displayed:
“The installation of Microsoft .NET Framework 3.5
appears to have failed. Do you want to continue with
the installation?”
Click “No”.
7. Go to “Support Files” directory on the disk and install Windows Installer
3.1. Accept the default prompts in the installation wizard. On the
“Completing the Windows Installer 3.1 (KB893803)
Installation Wizard” page, keep the “Do not restart now”
check box unchecked, and click “Finish”. The system restarts. After the
system has restarted, run the Setup.exe again.
8. When the installation wizard appears, accept the default values on the
prompts, except on the “Proactive Contact Supervisor License”
page. On this page, select “I accept the terms of the license
agreement”.
After the installation is complete, a message requests you to finish the
configuration by opening Health Manager.

2.4. Post-Installation Procedure

This section describes the steps that you must perform after installing Avaya
Proactive Contact 4.1.2 Supervisor.
Note: Once the installation is complete, you should enable the anti-virus software
if you had disabled it during the pre-installation procedure in section 2.1.

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Product Release Notes for Avaya Proactive Contact 4.1.2 Supervisor

Configuring the Supervisor application:

1. Double-click the Health Manager icon on the desktop.
The “Configurator” screen appears. Enter the name and IP address of the
Primary dialer that you want to connect to in the Primary Proactive Contact
Details. For example, “pudslr04” and “192.xxx.xxx.xx”. Enter the same
information in Database Server Details. In Mail Server Details, type the name
and IP address of your exchange server. For example, “cof110AVEXU4” and
“124.x.x.xx”.

NOTE: If you do not want to receive e-mail event notification, keep the
“Email Server Details” empty.
2. Close the Configuration Window, and then click Finish on the Install
Shield wizard.
3. Restart the system after the installation completes.
NOTE: If you do not restart the system, you may see an error message when
you try to run Monitor.exe or when you try to preview the reports in Analyst
using the Client Applications on Windows XP SP2 or SP3.
All client applications are now ready for use.
Microsoft Windows Firewall
Windows Firewall will display a warning message each time you start any of the
Avaya Proactive Contact Supervisor applications. Although this warning states
that the firewall is blocking some application functionality, the applications will
continue to run without causing any problem.
We recommend that you enable firewall to allow application exceptions. If you
choose this option, a user with the Administrator privileges on the computer
should open each application. When the warning message appears, click the
Unblock button. This will add the application to the list of exceptions to firewall
policy and allow all other users to access the application.
Alternatively, you can:
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. Select Analyst application, Monitor application, Editor application, Health
Manager application, and System Telnet and PC Analysis applications.
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:

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Product Release Notes for Avaya Proactive Contact 4.1.2 Supervisor

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

Firewall. The User Account Control dialog box appears.
2. Click Continue.
3. On the next page, select “Turn Windows Firewall On or Off” option on
the left panel.
4. On the next page, select the “Off (not recommended)” option and click
OK.
Enhanced Browsing Security
By default, Windows XP SP2 prohibits active content from being run on your
computer. As a result, all online help pages will display a message at the top of
the page stating that 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.
Avaya recommends that you allow active content in a limited way on your
computer. To do this:
1. Open Internet Explorer.

2. Select Tools > Internet Options.

3. Click on the Advanced tab.

4. Scroll down to the section titled “Security”.

5. Select the “Allow active content to run on file on My Computer” check

box.

6. Click OK, and then close Internet Explorer.

Job Completion Code view for Campaign Monitor

By default, Campaign Monitor saves the views under the Windows logged-in
user’s application data directory. In this release, the Job Completion Code view
has been updated with an additional column.
This new column is applicable to the OFCOM compliant regions only.
The application data is not updated with the latest jobCompletionCode.cmv, if
already exists.
Replacing the existing jobCompletionCode.cmv with the new version will
remove any customizations made to the Job Completion Code view.
To get the latest version of the Job Completion Code view:
1. Click Windows Start->Run and type %appdata%, and click OK. This will
open the application data for the current user logged-in on the Windows.
2. Navigate to “Avaya Proactive Contact Supervisor\Monitor”.

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3. Take a backup of the existing jobCompletionCode.cmv file. If this file does

not exist, then ignore the following step.
4. Copy the jobCompletionCode.cmv from <INSTALLDIR>\ Avaya\Proactive
Contact 4.1\Supervisor\Monitor to the directory opened in Step 2
(%appdata%\Avaya Proactive Contact Supervisor\Monitor ). Note that
<INSTALLDIR> is the directory where you have installed Avaya Proactive
Contact 4.1.2 Supervisor.

2.5. Uninstallation Procedure

Note: Disable the anti-virus software before proceeding with the uninstallation
procedure. You can enable the anti-virus software once the uninstallation is
complete.
To uninstall Avaya Proactive Contact 4.1.2 Supervisor:
1. Go to Start > Settings > Control Panel.
2. Double-click the Add/Remove Programs icon.
3. Click Change or Remove Program icon.
4. Select the current product and click Change/Remove. Follow the onscreen
instructions.
5. Click Finish when the “Uninstall Complete” message is displayed on the
screen.

3. New Features
The following new features have been added in Avaya Proactive Contact 4.1.2
Supervisor:
• Hourly recurrence type in schedule wizard activities
• Campaign Update
• Custom Script
Hourly recurrence type in schedule wizard activities
Hourly recurrence type is added in the Supervisor application in schedule wizard.
1. Login to the Editor application.
2. Go to the Schedule tab. Select Activities.
3. Click New.
4. Go through the Schedule wizard.
5. Select the recurrence type as “Hourly”.
6. Select Start Time, End Time, and Duration at which you want to run the
schedule.

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7. Save the schedule.

You can see the schedule entry in admin.cron file on the dialer.
Note: An hourly activity can be scheduled only when the difference between
the current “system time” and selected “End time” is greater than or equal to
the value in the “Duration” field.
For example, if the current system time is “3:16AM”, “Start Time” selected is
“3:00AM”, “End Time” selected is “3:45AM” and the “Duration” selected is “15
minutes”, then the activity will be scheduled as the difference between the
system time and end time is greater than the selected duration time.
Campaign Update
In the Editor application, earlier you could select only single type of Update Mode (Batch
or Real Time), while configuring the calling list application through Editor. In Avaya
Proactive Contact 4.1.2, you can now select any of the following Update mode:
• Batch
• Real Time
• Both (Batch and Real Time)
Custom Script
Earlier in the Editor application, when you enable the Batch Campaign Update feature
through calling list, only the “Run Custom script on New Records” option was available,
where you could specify the script name present in the customs directory.
In Avaya Proactive Contact 4.1.2 Supervisor, you can:
• Run custom script on new records before file transfer.
• Run custom script on new records after file transfer.

4. Enhancement Requests
The following table lists the requested enhancements– GRIP- that are included in this
release:
Enhancement Description
Request Number -
GRIP
2017 When a new Job is scheduled, it does not get displayed in
the sorted order.
2018 When an activity is scheduled as Yearly, the last page of the
Wizard has a column named as ‘Day’ that displays the value
on the right hand side. All other values are displayed on the
left hand side on the column.
2037 In the Selection drop-down box, the Selection names are

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displayed in the order they have been created.

5. List of Customer Fixed Issues, Known Issues, Troubleshooting,

and Improvements
For information on Customer Fixed Issues, Known Issues, Troubleshooting, and
Improvements as included in the Avaya Proactive Contact 4.1.2 release, refer to the "List
of Fixed Issues, Improvements, Known Issues, and Troubleshooting for Avaya Proactive
Contact 4.1.1 and 4.1.2(Dialer, OS, Agent, Agent API, Supervisor, and Database)"
document on the Avaya Support site:
https://support.avaya.com/css/P8/documents/100068989

6. Contact Support
Customers can contact Avaya Proactive Contact Technical Support through Internet,
email, or telephone. For details visit:
http://support.avaya.com/japple/css/japple?PAGE=OpenPage&temp.template.name=Su
pport_Countries

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