• Avaya one-X® Agent 2.0 SP1 (2.0.1) Release Notes


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Avaya one-X® Agent 2.0 SP1
Avaya one-X® Agent 2.0 SP1 (2.0.1)
Release Notes
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Avaya one-X® Agent 2.0 SP1 (2.0.1) 02/01/10 Page 1 of 13
Avaya one-X® Agent 2.0 SP1
Table of Contents
Avaya one-X® Agent 2.0 SP1 (2.0.1)........................................................................................ 1 
Release Notes ................................................................................................................................ 1 
Table of Contents ............................................................................................................................ 2 
Introduction ..................................................................................................................................... 3 
List of files included in this release................................................................................................. 3 
Install ............................................................................................................................................... 4 
Pre-Installation ............................................................................................................................ 4 
Install/Upgrade Instructions ........................................................................................................ 4 
Manual Install: ........................................................................................................................ 5 
Silent Install:........................................................................................................................... 5 
Using msiexec ............................................................................................................................. 6 
Uninstall .......................................................................................................................................... 6 
Fixes ................................................................................................................................................ 7 
Avaya one-X® Agent Central Management ............................................................................... 7 
Extend import capability to include Group membership and Group details........................... 7 
Capability to import contacts into existing contact list........................................................... 7 
Provide support for multi-byte encoded files when importing ............................................... 7 
List of issues addressed in this release.................................................................................... 8 
Known Issues ................................................................................................................................ 10 
Installation ............................................................................................................................ 10 
Migration from 1.0 to 2.0 SP1 .............................................................................................. 10 
VMWare ............................................................................................................................... 10 
Remote Desktop.................................................................................................................... 10 
TTY ...................................................................................................................................... 10 
Desktop ................................................................................................................................. 11 
Media Encryption ................................................................................................................. 11 
Recovery ............................................................................................................................... 11 
Click-To-Dial........................................................................................................................ 11 
Central Management............................................................................................................. 11 
Citrix..................................................................................................................................... 12 
Localization .......................................................................................................................... 12 
Known MS Windows Issue ........................................................................................................... 13 
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Avaya one-X® Agent 2.0 SP1 (2.0.1) 02/01/10 Page 2 of 13
Avaya one-X® Agent 2.0 SP1
Introduction
Avaya one-X® Agent is Avaya’s new desktop application built specifically to meet the needs of
contact center agents. Avaya one-X® Agent incorporates H.323 telephony and contact center
features provided by Communication Manager and viewed as a replacement product for IP Agent.
Avaya one-X® Agent provides compelling new capabilities and collaboration tools that will help
your customers drive first call resolution, simplify management and control of agent desktops,
and manage supervisory functions more efficiently. Embedded presence and Instant Messaging
increases collaboration between agents, supervisors, and experts, and a new Central Management
capability facilitates deployment and control of the agent desktop. A Supervisor configuration
automates supervisor-specific functions such as Service Observing, Quick Alert, and Coaching,
and enables supervisors to view agent’s work logs.
Primary focus of Avaya one-X® Agent 2.0 SP1 is localization of the client.
List of files included in this release
File Name Description
OneXAgentSetup.zip Install program for one-X Agent client. The
build number is 2.0.0.0.07611
PolycomVideo.msi Setup file to install Polycom Video. Polycom
Video should be installed before installing one-
X Agent to use the video capability. If Polycom
is already installed, there is no need to re-install
for SP1 upgrade. This file has not changed
from 2.0 release.
oneXAgentCM-2.0.1017.0.zip Install program for one-X Agent Central
Management. The build number is 2.0.1017.0
OneXAgentXSD.zip XSDs used to generate settings and business
model for one-X Agent.
OneXAgentAPISample.zip Sample program for one-X Agent API
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Avaya one-X® Agent 2.0 SP1 (2.0.1) 02/01/10 Page 3 of 13
Avaya one-X® Agent 2.0 SP1
Install
Avaya one-X® Agent 2.0 SP1 provides two modes of installation
Manual
Silent
Pre-Installation
Before launching one-X Agent 2.0 SP1 Installer, backup the profiles to another folder. Profiles
are located under the Application Data folder of the logged in user.
For example, on Windows XP system, the location of one-X Agent 1.0 profiles would be under:
C:\Documents and Settings\< login-id>\Application Data\Avaya\one-X Agent\1.0,
Location for one-X Agent 2.0 Release would be under
C:\Documents and Settings\< login-id>\Application Data\Avaya\one-X Agent\2.0.
On Vista system, Application Data Folder is usually located under C:\Users.
If central management is already installed, backup existing central management databases before
installing one-X Agent 2.0 SP1 clients.
Install/Upgrade Instructions
The Avaya one-X® Agent 2.0 SP1 installer allows fresh install on a machine that meets the pre-
requisites defined in Installing and Configuring Avaya one-X® Agent 2.0 guide.
one-X Agent 2.0 SP1 installer automatically upgrades any of the following versions already
installed on the client system to Release 2.0 SP1:
one-X Agent Release 1.0
one-X Agent Release 1.0 SP1
one-X Agent Release 2.0
After the upgrade, configuration cannot be downgraded, even if the client is downgraded. It is
recommended to backup the configuration (follow the steps in the above section) and run
necessary tests before deploying to a wider audience.
one-X Agent Release 2.0 SP1 is localized in the following languages:
Japanese (JA)
Russian (RU)
French (FR)
Italian (IT)
Spanish (ES)
German (DE)
Dutch (NL)
Brazilian Portuguese (PT-BR )
Simplified Chinese (Zh-CN)
Traditional Chinese (Zh-TW )
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Avaya one-X® Agent 2.0 SP1 (2.0.1) 02/01/10 Page 4 of 13
Avaya one-X® Agent 2.0 SP1
For install/upgrade instructions for one-X Agent Central Management, refer to Installing Server
Applications for Avaya one-X® Agent guide.
Manual Install:
one-X Agent SP1 installer packages contain the OneXAgentSetup.exe Installer instead of an MSI
as defined in Installing and Configuring Avaya one-X® Agent 2.0 guide. Double-Click on the
OneXAgentSetup.exe and follow the Avaya one-X® Agent 2.0 guide.
The language option screen is an addition in one-X Agent Release 2.0, SP1. Setup program can
install several languages on the same machine in a single install procedure. If no language option
is chosen, the application will be installed for the current language of the Operating System.
Silent Install:
For silent install, use the OneXAgentSetup.exe with the following options:
To install using default options, use the following command line:
“OneXAgentSetup.exe /qn ”
Additional install options:
/? – to show the help window
/a - for admin install
/q – for silent installation
/l – for log creation
See Installing and Configuring Avaya one-X® Agent 2.0 guide for more information.
For silent installation, language parameters can be passed in command line for languages, in
addition to the current language of the Operating System. (OS language version is always
installed, no need to specify)
Language Parameters for silent install:
INSTALL_ES (for Spanish)
INSTALL_DE (German)
INSTALL_FR (French)
INSTALL_IT (Italian)
INSTALL_JA (Japanese)
INSTALL_KO (Korean)
INSTALL_NL (Dutch)
INSTALL_PT_BR (Brazil)
INSTALL_RU (Russian)
INSTALL_ZH_CN (Chinese Simplified)
INSTALL_ZH_TW (Chinese Traditional)
For example, Call “OneXAgentSetup.exe /qn INSTALL_RU=1 INSTALL_ZH_CN=1” to
install one-X Agent 2.0. SP1 (Russian and Chinese Simplified) languages on the same machine,
in addition to the OS language.
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Avaya one-X® Agent 2.0 SP1 (2.0.1) 02/01/10 Page 5 of 13
Avaya one-X® Agent 2.0 SP1
Using msiexec
If you want to use msiexec directly for install, use the following information:
For English, run this command line:
msiexec.exe /i
\application\etc\OneXAgentWIXSetup.msdb
where unziplocation points to the directory where the one-X Agent install is unzipped.
For other languages, run this command line:
msiexec.exe /i Settings > Control Panel.
Double-click the Add/Remove Programs icon.
Click Change or Remove Program.
Select the current product and follow the instructions on the screen.
Refer to Installing and Configuring Avaya one-X® Agent 2.0 guide for more details.
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Avaya one-X® Agent 2.0 SP1 (2.0.1) 02/01/10 Page 6 of 13
Avaya one-X® Agent 2.0 SP1
Fixes
In addition to localization, SP1 contains some important fixes for TTY feature, Citrix platform
and overall feature stability of one-X Agent.
Avaya one-X® Agent Central Management
Extend import capability to include Group membership and Group
details
The import capability has been extended to enable Groups to be imported. For each group
imported you can specify the group name, any role assigned to group members, and any template
assigned to group members. Additionally, when importing users you can assign them to groups
that you have already created.
Capability to import contacts into existing contact list
New functionality allows the import of contacts into an existing contact list.
Provide support for multi-byte encoded files when importing
To provide full support for localized data, all imported files must use a tab-delimited format
instead of comma delimited (csv). The following encodings are supported:
US-ASCII
UTF-8
UTF-8 with BOM
UTF-16LE with BOM
UTF-16BE with BOM
UTF-32LE with BOM
UTF-32BE with BOM
When exporting reason codes, the file is exported as Excel "Unicode Text" i.e. tab-delimited
UTF-16LE with BOM. This is intended to be the primary format.
To convert existing comma-delimited files into a suitable multi-byte format, open in Excel and
save as "Unicode Text".
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Avaya one-X® Agent 2.0 SP1 (2.0.1) 02/01/10 Page 7 of 13
Avaya one-X® Agent 2.0 SP1
List of issues addressed in this release
one-X Agent
one-X Agent desktop is sending extraneous agent states when agent initiates a conference
one-X Agent 2.0 client Outlook Search not authenticating on Exchange 2007
one-X Agent hangs after sharing video
Advertised one-X Agent shortcut causing Self-healing to be triggered by Hot Desking users
Audio Options not working as expected
Citrix: one-X Agent failed to close workitem and left agent stuck
Citrix: one-X agent concurrent logins fail
Cannot Transfer/Conference call to Supervisor in one-X Agent
2.0 SP1 patch install failed due to Avaya Virtual Sound driver install error
The warning message "Avaya vsoundcard has not passed windows Logo Testing" should not appear
during the one-X Agent install
Soft TTY issue : CPU Usage goes to 100% if one-X Agent (Single Core CPU desktop) receives call from
Hard phone and TTY option is enabled in one-X Agent
TTY: Junk characters are coming if we send message from TTY device if it is configured ad Baud 50
Unable to send TTY characters when agent is in Pending Aux mode
Sometime the voice is not transmitting to the other end
Shared Video file start transmitting to new call
one-X Agent should gracefully handle network and other exceptions
WinVNC error message is displayed while trying to exit one-X Agent
After call is recovered, entries in work log are not recovered
A remote desktop connection during a video call sessions will stop an active video call. Subsequent
video calls will fail too.
There is no audio for Shared video file when video call is in session
one-X Agent 2.0 SP1 installer shows 2 entries in remove program if installed on 1.0
Citrix server: Installation of one-X Agent SP1 build 7589 failed due to Avaya Virtual Sound driver error.
HTTPListener fails to open port on Vista throwing an Accessed denied exception
Video is not displayed in Video Window if the installer launches one-X Agent automatically after it is
installed
TTY: Back space at agent is not working correctly
After closing the TTY window with Alt+F4, Work interaction is not getting refreshed
Hold call failed error message is displayed after trying to hold call from TTY window after conference
TTY window is not displayed after ending conference
Consultative Transfer button is not displayed on TTY window
TTY window is not opening automatically after ending Consultative Transfer
TTY window gets refreshed after ending conference
Work Interaction is displayed on the Video window even if call is dropped from remote end
After ending the call video file continue to play
During Video file sharing after un-holding the call, Web Camera is selected
Avaya Virtual Speaker 2 Issue: Audio is coming from one-X Agent continuously if we select Avaya Virtual
Speaker 2 as a default sound playback device
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Avaya one-X® Agent 2.0 SP1 (2.0.1) 02/01/10 Page 8 of 13
Avaya one-X® Agent 2.0 SP1
When Agent is in Pending Aux state, if he closes TTY window he is not able to reopen it
Edge Case - If Agents Profile is Deleted in CAM, Upload Fails And Agent Can't Log Out of one-X Agent
Video menu is enabled even if Enable Video is not selected during installation
one-X Agent Administrative install doesn't copy AVM folder including Avaya Virtual Soundcard.inf file and
the one-X Agent install fails if we select Video option in the one-X Agent installer
After Pending Logout, agent is not able to receive TTY text once he log back in
TTY: Abbreviation is not displayed correctly if it is entered in small character
Duration time record in Work log is inconsistent between the top-level and expanded view
When logged in with extension and agent ID application stays on top
“Show IM status as "Away" sometimes Not Shown on one-X Agent client
During video file sharing earlier selected file starts playing
TTY device stopped receiving and responding after the TTY was transferred two times
one-X Agent Central Management
Connections from one-X Agent to Central Management being closed unexpectedly.
Make "Contact List Must Already Exist" Note More Prominent
Extend User import to cover group supervision and membership
Implement and document changes for clustering
Fix mis-merge of installation configuration file
Installer leaves original configuration files in JBoss config directories
Check that Soft TTY settings is functioning as expected
Javascript Errors in IE7 On Newer Template Pages
Voice Mail Integration page - read-only setting is not persisted
Add contact import into Central Management
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Avaya one-X® Agent 2.0 SP1 (2.0.1) 02/01/10 Page 9 of 13
Avaya one-X® Agent 2.0 SP1
Known Issues
Installation
Avaya one-X® Agent installer does not stop if clicked on stop installation button on
Driver installer window
Single Sign‐On not supported in this release 
At one-x Agent 2.0 installation, DO NOT select the check box “Use Windows
credentials to login to Central management/Presence servers”. Single sign on is not
working correctly in this release.
During Presence Server installation, do not follow the Single-sign on configuration
flow.
After the Central Management installation, do not follow the Single-sign on
configuration flow.
Migration from 1.0 to 2.0 SP1
When profiles are migrated from one-X Agent 1.0 to 2.0 SP1, greeting wave files are not
copied. Greeting wave files are located under greeting sub directory of each profile. The
workaround is to manually copy the wave files from 1.0 profile to corresponding
directory of migrated 2.0 profile. Refer to pre-installation section for the location of
profiles.
Video settings are not migrated.
Screen Pop and Work-codes in Work Log (contact log) details are not copied over to 2.0
SP1.
VMWare
When installing one-X Agent on VMWare, consider the following issues:
one-X Agent should not be run in My Computer mode. one-X Agent does not
automatically detect that it is running on a VM and therefore allows to continue, however
doing so may cause instability or crashes.
Video is not supported when one-X Agent runs on a VM. Ensure that Polycom Video is
not installed on a VM and that the enable video option is not chosen during one-X Agent
installation.
TTY is not supported when one-X Agent runs on a VM.
Remote Desktop
When using Microsoft Remote Desktop to connect to a machine running one-X Agent in
My Computer or Desk phone mode, ensure that the Remote Computer Sound option is
set to leave at Remote Computer. Failure to do this will cause slowness and instability.
TTY
Wrong characters are displayed at the far-end TTY device if the TTY call is placed on
hold and numeric characters are entered.
During conference, remote ends are not able to send TTY text to each other
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Avaya one-X® Agent 2.0 SP1 (2.0.1) 02/01/10 Page 10 of 13
Avaya one-X® Agent 2.0 SP1
Some characters are missing if we type fast in TTY window and there may be loss of
characters during communication between two TTY end points. Quality of voice may
degrade during communication between two TTY end points.
The TTY implementation works only at 45.5 Baudot.
On selecting TTY settings on for every voice call, there is a possible 3-4 seconds voice
breakage after all TTY characters are sent. Sometimes, one-way voice communication
was observed for FW 50.
There are issues with transmission of TTY characters from Hard TTY devices to one-X
Agent when using TN2302 (Medpro) and TN2602AP with firmware greater than 33.
In case of TTY with Video call, TTY button and Video button overlaps on Work Item
window. User will not be able to handle video feature via video button in WI window. In
such situation, user can use Video button in video window panel to handle video related
activities.
Desktop
Application cannot merge two conferences into one.
Media Encryption
Media Encryption is not supported. Media encryption for IP-Codec of Network-Region
of phone should be kept to "none".
Recovery
Client Connection recovery fails after network connection is re-established during the
agent login process.
IM automatic connection recovery is not working properly in Avaya one-X® Agent.
Need to manually connect back to IM.
After recovering a broken connection in a video call, video buttons don't appear back in
the work list and video window panel.
Click-To-Dial
For some websites phone numbers on the page are not highlighted when using Firefox.
Usually refreshing the page corrects this problem.
Central Management
There is a flaw with the Graphical User Interface Uninstaller for Central Management. As
a workaround, a shell script has been provided. You can run the script from:
/opt/Avaya/OneXAgentCM/utils/bin/oxacmuninstall.sh
After 3rd attempt of entering an invalid password, the account is locked but error message
is not displayed.
If username contains non-ASCII characters, that user will not be able to log into Central
Management or one-X Agent.
The “Directory” setting page of Central Management only allows all fields to be used
together as one set. This implies that an administration should use this feature to
configure all fields including username & password. If the directory is to be accessed
with per agent username & password, the agent will need to configure all the fields
themselves.
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Avaya one-X® Agent 2.0 SP1 (2.0.1) 02/01/10 Page 11 of 13
Avaya one-X® Agent 2.0 SP1
We recommend limiting the number of templates to a maximum of 25, after which you
may notice deterioration in performance. The system will continue to function correctly if
more templates are used, although the responsiveness of the Admin UI will decline. Try
to limit the number of templates you use by making use of template's inheritance
functionality. Template settings are inherited from those above them in the tree hierarchy
which means that settings that are modified will be pushed down to all templates beneath.
Child templates, should just contain a subset (or additional refinement) of settings.
Citrix
VNC Server Property Page pops up on Citrix after 1XAgent logged in. Workaround is to
unselect Disable Tray Icon check box to close the property page.
Localization
Localized installation may show some titles in English.
When using Desktop Sharing on a localized OS, shared control allows only English
keyboard entry. Please ensure that the controlling one-X Agent is using English IME
or localized IME with English mode.
In localized Russian Communication Manager, UUI Info for an incoming call shows
an extra symbol at the end.
Workaround:
For localized Russian when doing a screen pop with uui-info, screen pop implementer
should remove the extra character before processing.
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Avaya one-X® Agent 2.0 SP1 (2.0.1) 02/01/10 Page 12 of 13
Avaya one-X® Agent 2.0 SP1
Known MS Windows Issue
Sometimes, when clicking on a menu item in Avaya one-X® Agent, the menu item appears
behind the main window. This error can be noticed also in the beginning when logging into the
application and selecting profile (if profile was setup initially) and then one cannot choose
different profiles from the drop down menu.
Hotfix information 
A supported hotfix is available from Microsoft. Apply this hotfix only to systems that are
experiencing this specific problem. Hotfix can be download from:
http://support.microsoft.com/hotfix/KBHotfix.aspx?kbnum=943326&kbln=en-us
Once hotfix installed, reboot your system. Sometimes after applying the hotfix one might face the
menu behind issue. Usually logging off and re-login to Windows (not full reboot) again resets the
hot fix and corrects the behavior.
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Avaya one-X® Agent 2.0 SP1 (2.0.1) 02/01/10 Page 13 of 13


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