Interactive Response® System
Release 3.0 Service Pack 8 Release Notes
Issue 1.0
Publication Date: August 2010
Compas ID: 147378
© 2010, Avaya Inc. All Rights Reserved.
1
© 2010, Avaya Inc. All Rights Reserved
1. Introduction...................................................................................................... 3 2. Software Contents ........................................................................................... 4 3. Installing Solaris Patch Cluster ........................................................................ 4 Solaris 10 patch Cluster Installation From Support Site.....................................4 Installing IR 3.0 Service Pack 8 .........................................................................6
Information about the ir30sp8_install installation utility: .....................................9 Package adding Utility for AVir packages: .......................................................10 ir-pkgadd ..........................................................................................................10 4. Uninstalling IR 3.0 Service Pack 8 ................................................................ 11 5. Software updates .......................................................................................... 12 AVasai .............................................................................................................12 AVbackrst ........................................................................................................14 AVctidip ...........................................................................................................15 AVdialer ...........................................................................................................16 AVdm ...............................................................................................................18 AVir ..................................................................................................................18 AVjdbcint .........................................................................................................23 AVnms .............................................................................................................24 AVnmsfax ........................................................................................................28 AVsc ................................................................................................................28 AVsrproxy ........................................................................................................29 AVtbct ..............................................................................................................29 AVvoicxml2-0 ...................................................................................................30 AVwebadm ......................................................................................................35 AVxfer ..............................................................................................................37 AVvespdip .......................................................................................................38 AVvoip .............................................................................................................38 ebsIN ...............................................................................................................39 ebsIT................................................................................................................39 ebsMA .............................................................................................................40 ebsSQ..............................................................................................................40 6. Known issues ................................................................................................ 41 7. Netra T2000 Platform .................................................................................... 41 7.1. Sun Netra T2000 specifications ................................................................ 41 7.2. Sun Netra T2000 front panel .................................................................... 43 7.3. Sun Netra T2000 back panel .................................................................... 44 7.4. NMS CG 6565 Series boards ................................................................... 46 7.5. NMS CG 6565 Series connections ........................................................... 47 7.6. PCI slotting rules for Sun Netra T2000 ..................................................... 48 7.7. Installing an external modem on Sun Netra T2000 .................................. 49 7.8. Software requirements overview .............................................................. 51 7.9. Disk Mirroring with Netra T2000 platform ................................................. 52 8. Avaya Technical Support............................................................................... 53 2
© 2010, Avaya Inc. All Rights Reserved
1.
Introduction
Interactive Response® System Release 3.0 Service Pack 8 Release Notes describes
the software updates and improvements in Service Pack 8, how to install Service
Pack 8 and installation of the Solaris patch cluster for Solaris 10 release. The
Interactive Response System Release 3.0 would be referred to as IR30 henceforth in
the document. The IR 3.0 Service Pack 8 would be referred to as IR30 SP8
henceforth in the document
It is highly recommended to install the Platform specific Solaris patch cluster [Solaris
release 10] (included with this service pack) before installing the Service Pack 8,
otherwise, some of the features may not work as expected.
Avaya IR 3.0 with Service Pack 2 or later service pack (including IR 3.0 Service
Pack 8) is now supported with Sun Netra T2000 platform. For more information,
refer to Section#6 of this document.
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© 2010, Avaya Inc. All Rights Reserved
2.
Software Contents
The “Avaya MultiVantageTM Interactive Response 3.0 Service Pack 8” On
Support site contains the following things:
1. Avaya IR30 Service Pack 8
(AvayaIR30SP8.003.0.tar.gz)
2. Avaya IR30 Service Pack 8 README
(AvayaIR30SP8.003.0.readme.txt)
3. Solaris 10 Patch Cluster Update 05/10 Part-1
(10_RecommendedMay10_Part1.zip)
4. Solaris 10 Patch Cluster Update 05/10 Part-2
(10_RecommendedMay10_Part2.zip)
5. Avaya IR30 Service Pack 8 Release Notes document
(AvayaIR30SP8.003.0.ReleaseNotes.pdf)
NOTE: IR 30SP8 is only available to download from support site; there is no
CD/DVD release of IR30SP8. Please download both the Parts of the Solaris Patch
Cluster (Part1 and Part2) from support site & ftp them to IR under /unused1 directory
in binary mode.
3.
Installing Solaris Patch Cluster
The “Avaya MultiVantageTM Interactive Response 3.0 Service Pack 8” contains
the Solaris Patch cluster [05/10] for Solaris 10.
Solaris 10 patch Cluster Installation From Support Site
Steps:
1. Log on to the Solaris ‘system console’ as root.
Note: A system console will allow you to interact with the system at a low
level even when you place the system in a single user mode in the next
step below with “init s”. On a system console, the output of the
command “who am i” will show “console” instead of “pts/[0-9]*” as the
terminal line.
2. Issue the following command to change directory to unused1
cd /unused1
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© 2010, Avaya Inc. All Rights Reserved
3. Unzip both the parts of the cluster in the same directory using commands
unzip 10_RecommendedMay10_Part1.zip
unzip 10_RecommendedMay10_Part2.zip
4. Change directory to 10_Recommended using command "cd 10_Recommended".
5. Read the complete CLUSTER_README
CLUSTER_README".
file
using
command
"less
6. Issue the following commands to Stop the voice system:
stop_vs
stop_wait
If local oracle is installed, issue the following commands to stop oracle:
orastat
stop_ora oracle
Save the configuration of the current system to a single XML file.
save_conf
Flush all data from all UFS file systems to the disk before continuing:
lockfs -fa
7. Change the run level of the Solaris 10 system to a single user mode using
the command "init s".
Note that Single user mode requires access to the console.
init s
Enter root password again when prompted.
8. Issue the following command to change to 10_Recommended directory
cd /unused1/10_Recommended
9. Install the cluster using command "./install_cluster --s10cluster".
10. It will take around 60 Minutes for the complete patch cluster installation. Type
following commands at console prompt to restart the Solaris system
/usr/bin/lockfs –fa
/usr/bin/reboot
Note: You may be prompted to several questions during the Patch Cluster
Installation. Please answer all of them as Y. You must review the patch cluster log
after
installation.
The
patch
cluster
is
located
under
/var/sadm/install_data/s10s_rec_cluster_verbose_YYYY.MM.DD_HH.MM.SS.log
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© 2010, Avaya Inc. All Rights Reserved
************** CAUTION **************
The cluster installation script may need to be invoked up to two times
(with a reboot in between) if patching an active boot environment,
depending on the patch level of the target system.
If the OS software is Solaris 10 11/6 then patch cluster installation
should be run twice with a reboot in-between.
If this patch cluster is applied to an active boot environment that is
running a kernel at a patch level below 118833-36, the cluster installation
script will need to be invoked twice. Two reconfiguration reboots
('reboot -- -r') are required: one reboot after each invocation of the
installation script.
The two reconfiguration reboots are necessary because no more
patches can be applied after installing patch 118833-36 until the system
is rebooted. All subsequent patches in this patch cluster will fail to
install until the system is rebooted. To complete the patch cluster
installation, perform a reconfiguration reboot of the system and then
invoke the cluster install script again.
Refer to the CLUSTER_README file for more details on the Patch Cluster
contents. You could use the command "less CLUSTER_README" to read the
file.
Installing IR 3.0 Service Pack 8
Following section details instructions for installing the IR30 Service Pack 8. Please
ensure that you have taken a full system backup before proceeding with the Service
Pack 8 installation. Please also refer to the IR30 Service Pack 8 README file for
more details.
Note:
•
Adding of IR30SP8 mandates re-compilation of all TAS applications.
•
ir-pkgadd will NOT work with “AVdm” package.
•
ir-pkgadd will NOT work with “ebs*” and “tdd” packages
•
ir-pkgadd will NOT work with AVdb10g30 package.
•
While using ir-pkgadd AVasai, you will be able to use signal01-signal08 while
the installation is running. After the completion of installation, if you need to
use signal09-signal16, then you must update the signal number using the
command asaiparms or through the web administration.
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© 2010, Avaya Inc. All Rights Reserved
•
It is recommended to use non-persistent connection when using SSL.
•
After doing restore from a full backup - it is recommended to perform a manual
reboot.
•
Adding of IR30SP8 mandates to generate, install & compile the T2V related
TAS applications using IVRD 6.1 software.
Verify IR version:
To determine the version of IR installed:
1. Log into the Avaya IR system as root.
2. At the command prompt enter pkginfo -l AVir
3. If the VERSION returned is not 3.0.327, or if you receive an error when running
this command, you need to first install IR R3.0. To obtain the software, please
contact Services.
IR30 Service Pack 8 installation instructions:
1. Log in the IR system as root.
2. Verify that the system has Avaya IR R3.0 installed.
3. Stop the voice system using commands:
stop_vs
stop_wait
NOTE: If local oracle is installed, stop oracle using the following commands:
orastat
stop_ora oracle
In addition, to flush all data from all UFS file systems to the disk before
continuing:
lockfs -fa
4. Remove any existing Service Pack / IR patches from the system using command
pkgrm <PATCH_NAME>
You can use the following command to list the currently installed patches on the
Solaris system
pkginfo –c ivr | egrep -i “patch|Service Pack”
5. Check if the directory $IR_HOME/export/patch exists. If not, then create directory
$IR_HOME/export/patch using the following command
mkdir $IR_HOME/export/patch
6. Change directory to the $IR_HOME/export/patch location with the following
command
cd $IR_HOME/export/patch
7. Copy
the
file
AvayaIR30SP8.003.0.tar.gz
$IR_HOME/export/patch.
to
the
directory
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© 2010, Avaya Inc. All Rights Reserved
Visit Download Center on http://support.avaya.com and browse to IR 3.0
Software Downloads. Download IR 3.0 SP8 and FTP it to the IR under the
directory $IR_HOME/export/patch in “Binary” mode.
8. Unzip and un-tar it using the following commands
gunzip AvayaIR30SP8.003.0.tar.gz
tar xf AvayaIR30SP8.003.0.tar
A directory "AvayaIR30SP8" is created, containing the following files:
ir30sp8_install
ir30sp8_ReleaseNotes.pdf
ir30sp8_README.txt
ir30sp8
(file)
(file)
(file)
(directory)
9. Execute the service pack installation script by running the following command at
the command prompt:
$PWD/AvayaIR30SP8/ir30sp8_install
Follow the instructions on the screen, answering questions appropriately.
10. After the successful SP8 installation, reboot the IR system using command
shutdown -y -i6 -g0
11. Re-compile all the TAS applications.
If using Script Builder applications:
cd $IR_HOME/att/trans/sb
for appl in `ls`
do
install $appl
done
If using IVR Designer applications:
cd $IR_HOME/lt/trans/sc
for appl in `ls`
do
yes n | sci –I $appl
done
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© 2010, Avaya Inc. All Rights Reserved
Information about the ir30sp8_install installation utility:
The following steps are performed by this install script. (This script does not take any
parameters):
1) If the script is not called from
$IR_HOME/export/optional_features/AvayaIR30SP8, as in the installation
instructions above, then it will attempt to create this directory, and copy the
contents from the current directory to this, which is its permanent location.
2) Adds ir30sp8 package.
3) Updates the CLASSES parameter of this package to list all the IR related
packages, which were installed at the time of running the script. This can be
verified after adding ir30sp8 by the command:
pkgparam ir30sp8 CLASSES
Note: A CLASS is associated with each IR package and consists of the package
name with the "AV" prefix removed. For e.g. class for AVnms is nms, for
AVmrcpasr is mrcpasr. However, for AVvoicxml2-0, it is "vxml". Ignore
"none".
4) Adds a parameter IRSPVER having value "sp8" to all IR related packages which
were installed at the time of installing ir30sp8 (ebs* packages are not modified).
This can be verified using "pkgparam <pkgname> IRSPVER". It helps in
identifying IR packages, which were installed after installation of the service pack.
5) Adds a parameter MODBYSP as well to all IR related packages, which were
installed at the time of adding ir30sp8. This parameter will have a value "yes" for
those packages whose files have been modified by ir30sp8. E.g. if the file nmsip
(which is a part of AVnms) has been updated by ir30sp8, and if AVnms was
installed at the time of adding ir30sp8, then AVnms will have an additional
parameter called MODBYSP having its value set to "yes". If the package was not
updated by the service pack, the value of this parameter is set to "no". This value
can be checked by the command: "pkgparam <pkgname> MODBYSP". This
parameter helps in keeping track of packages, which were updated by the SP8.
6) Creates a log file /var/sadm/install/logs/irspinstall_dd_mon_yyyy.log.
7) You will be asked several questions while the Service Pack installs on your
system. Answer them appropriately.
8) After the Service Pack has been successfully installed, reboot the IR system
using command shutdown -y -i6 -g0
9) You can use the following command to list the currently installed IR related
packages on the Solaris system:
pkginfo –c ivr
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© 2010, Avaya Inc. All Rights Reserved
Package adding Utility for AVir packages:
ir-pkgadd
This script should be used to add IR related packages after IR30SP8 is added.
AVdm package cannot be added using ir-pkgadd.
ebs* and tdd packages cannot be added using ir-pkgadd.
AVdb10g30 package cannot be added using ir-pkgadd.
The ir-pkgadd utility does the following:
1) Checks for the following conditions and exits if any one is true:
a) IR 3.0 is not installed.
b) Voice system is running.
c) The package specified as the parameter to this script is not an IR package
(starting with AV and should exist in $IR_HOME/export/optional_features
directory)
d) The package is already installed.
e) The directory $IR_HOME/export/optional_features/AvayaIR30SP8/ir30sp8 does
not exist.
2) For each package mentioned in the script's parameter, it will do the following:
a) Add the package (using pkgadd).
b) If any files of this package are matching with files in ir30sp8, then those files
are added to the archive $IR_HOME/vs/data/.ir30sp8_backout/ir30sp8.tar.
c) These files (from the added package) are then replaced by corresponding
files from ir30sp8.
d) The parameters IRSPVER and MODBYSP are added to this package
e) The class name for this package is added to the CLASSES parameter of
ir30sp8. (The class name for an IR package is the name of the package
without it is initial AV characters. e.g. AVnms has its class as nms.
AVvoicxml2-0 is an exception as its class name is vxml and not voicxml2-0).
3) If a package is specified twice in the parameters to this script, then it is added
only once.
4) The logs are created in the directory /var/sadm/install/logs/irpkgadd.log
5) Please note that after adding AVnms package, nms.install MUST be run
manually.
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© 2010, Avaya Inc. All Rights Reserved
4.
Uninstalling IR 3.0 Service Pack 8
Following instructions will provide details on Uninstalling IR30 Service Pack 8 from
the IR system. Please refer to the IR30 Service Pack 8 README file for more
details.
Steps
1.
Log in to the IR system as root.
2.
Stop the Voice System using command stop_vs.
3.
Remove any existing patches from the system using command
pkgrm <PATCH_NAME>
4.
You can use the following commands to list the currently installed IR
packages and patches on the Solaris system
pkginfo –c ivr
5.
Type the following command to uninstall Service Pack from the system
pkgrm ir30sp8
6.
You may be asked several questions while uninstalling Service Pack. Please
answer them appropriately.
7.
Start the voice system using command start_vs.
Note: On removal of service pack, the NMS patches that were installed by Service
Pack will NOT be removed.
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© 2010, Avaya Inc. All Rights Reserved
5.
Software updates
The following list describes the changes Service Pack 8 makes to IR30
software modules.
Please refer to the README file for more details on the individual features /
enhancements / fixes. The IR30 Service Pack 8 README file is located at the
following location:
/AvayaIR30SP8/ir30sp8_README.txt.
AVasai
Service Pack 1 Fixes:
1. Enhancement to support last VDN number as DNIS number for a call record.
This feature is made configurable by adding following line to the end of the
$IR_HOME/vs/data/asai/Parameters file:
Provides a work solution for getting the last VDN number as the DNIS/Called
Party Number in following scenario:
a. Call lands on VDN1, which has "VDN Override" set to 'y' on the PBX.
b. VDN1 routes the call to VDN2, which in turn queues the call to IR.
c. In such case VDN2 should be passed as the DNIS / Called Party
Number to the IR.
Prior to this fix, IR would receive VDN1 as the DNIS / Called Party number.
This allows adding a configurable parameter to $IR_HOME/vs/data/asai/
Parameters. This helps determine if VDN1 or VDN2 should be used the DNIS
/ Called Party number.
To use original VDN as the DNIS / Called Party number append the following
line to $IR_HOME/vs/data/asai/Parameters file.
0 /* 0=Called Party Number 1=VDN for DNIS */
To use last VDN before the call is queued to IR as the DNIS / Called Party
number append the following line to $IR_HOME/vs/data/asai/Parameters file.
1 /* 0=Called Party Number 1=VDN for DNIS */
2. Support for multiple A_Tran requests for the same call.
Enhancement to ASAI and TAS modules to support multiple A_Tran
operations for one call. This feature has been tested with 6 A_Tran requests
for the same call.
3. Corrected issue with ASAI channels used to take 150ms more to disconnect
as compared to normal telephony channels. The Traffic call reports now
display correct data for ASAI channel call records.
4. Corrected issues with ASAI link connection being reset if a caller drops in the
middle of A_Tran operation.
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© 2010, Avaya Inc. All Rights Reserved
Service Pack 3 Fixes:
5. Fixed the issue where intermittently ASAI agents do not login on system
reboots
Service Pack 4 Fixes:
6. Fixed the limitation with AIR to 8 ASAI Node links when AES provides 16.
Now up to 16 ASAI Node links can be configured when AES provides 16.
Service Pack 5 Fixes:
7. Fixed the issue where ASAI Core dumps if caller hangs up during transfer.
8. Increased the maximum length of Extension configured
DOMAIN/CHANNEL to 15, to support the Dial plan of 13 digits.
for
ASAI
9. Fixes the issue where IR fails to handle a routing request if two route requests
arrive IR at the same time (in the same second). Handling this needs some
configurational changes, while configuring the RTE domains on the IR.
10. With the VDN length restriction of seven digits on IR, multiple RTE domain
cannot be configured for a VDN of length greater than 7 digits.
Configuration details for ASAI RTE Domain:
Existing ASAI behavior used to allow configuring a single RTE domain for a
particular VDN number on the IR. This RTE domain gets allocated to the first
available virtual channel. Hence, when there are multiple routing requests
arrive for the same VDN, only one virtual channel was handling them. With
the new changes to the RTE configuration design, now you can configure
multiple RTE domains for the same VDN number by following a set of rules
(explained under configuration section). And by doing so, the Route Requests
arriving IR, get distributed in a round-robin fashion to multiple virtual channels
via configured RTE domains.
CONFIGURATIONS:
ASAI does not allow defining multiple RTE domains with the same extension
number. To overcome this limitation, we need to use unique extension
numbers for all the RTE domains that we configure. This can be achieved, by
adding a string of characters in front of the VDN number. E.g., if my VDN
number is 2300, following domains can be configured:
RTE0
RTE1
RTE2
RTE 2300
RTE 1002300
RTE 2002300
route_mod
route_mod
route_mod
inserv
inserv
inserv
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© 2010, Avaya Inc. All Rights Reserved
RTE3
RTE4
RTE5
RTE6
where,
RTE 33332300
RTE aaa2300
RTE bbb2300
RTE cc2300
route_mod
route_mod
route_mod
route_mod
inserv
inserv
inserv
inserv
RTE0…6 are the domain names
RTE is type
2300 is the VDN for which multiple RTE domains have been
configured
route_mod is the service assigned to the domain
inserv is the domain state.
You can choose any kind of extension number based on the above example.
Just make sure that
1. All extensions are unique
2. Length of extension string does not exceed 15
3. Last digits of the configured extension should match the VDN
number.
4. All domains should be INSERV
5. Make sure once all domains are configured and put INSERV. Either
disable/enable all the domains or restart the voice system, so that
the system is in sane state for the configured ASAI LINK.
Service Pack 6 Fixes:
11. Fixed truncated UUI issue when A_Tran function is used in the call flow.
12. Fixed the asaihp core dump issue when clid beyond 1024 is received during
sb_connected OR sb_offered events.
13. Fixed the issue where Adjunct-route request ignored if failure [Cause -8] on
previous request happened.
14. Fixed the issue where ASAIHP dumps core if under heavy load number of
requests per channel exceeded the limit.
Service Pack 7 Fixes:
15. Fixed truncated UUI issue when A_RouteSel function is used in the call flow.
AVbackrst
Service Pack 1 Fixes:
1. Support for backing up file names with space [“ “] character
Provided support for backing up files with file names having a space
character. Now you can backup files with name “data 09302007.txt”
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© 2010, Avaya Inc. All Rights Reserved
Service Pack 2 Fixes:
2. Support for multiple dots in hostname
The restore from tape now works for partial backup if hostname (from uname n) contains dots. For example- air3.apac.avaya.com
3. Added support for email notification with backup/restore status on non-root
installations.
Service Pack 3 Fixes:
4. Modified delbackup script to delete the .sys file created during scheduled full
backups.
5. Fixed the issue where Full Back operation through Webadmin was failing with
CPIO errors.
6. Fixed the issue where delbackup script failed to delete backup files if extra
backup files existed in root directory.
AVctidip
Service Pack 2 Fixes:
1. Fixed duplicate Callid and UCID issue for calls to a channel
2. Corrected CtiCallState.t external function to populate the call states correctly.
3. Handled jtapi exception for hold request to allow CTI set up established for
subsequent incoming calls
4. Fixed the issue where if a user exits during a cticonfig - Enter Telephony
Server Password, echo for all the next commands on that terminal is then
switched off.
Service Pack 3 Fixes:
5. Enhancement - Upgraded JTAPI client to "4.1.0 Build 323" version.
6. Corrected ctiCallInfo external function to return correct return codes as per the
documentation.
7. The Telephony server failover is corrected. The order for failover will happen
from TS1 to TS2, TS2 to TS3 and TS3 to TS1.
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© 2010, Avaya Inc. All Rights Reserved
8. Fixed the issue where ctiCallInfo failed whenever failover happened. Now,
callinfo gets collected correctly, after failover is completed.
9. Fixed issue where CTIPrivate data returned NULL value for calls specific to
NMS channel.
Service Pack 4 Fixes:
10. Corrected the ctidip for avoiding the CSTA 44 exception leading to
unsuccessful failovers.
Service Pack 5 Fixes:
11. Fixed the issue where after doing "ir-pkgadd AVctidip", the CTI DIP web
administration
did
not
work
correctly.
12. Fixed the issue where JTAPI/ctidip took more than 3 seconds to deliver the
callinformation to the application. Included (4.1.1 010909A)JTAPI library.
13. Included tsapiOptionmization & JVM heap memory settings for ctidip.
14. Fixed the issue where the ctiRetrieve failed after ctidialing to off-pbx busy
destination are attempted.
15. Fixed the issue where NullPointerException seen during processing for
callcontrol events.
Service Pack 6 Fixes:
16. Fixed the issue to hide CTI Telephony Server Password displayed in traces.
Service Pack 7 Fixes:
17. Updated JTAPI client to "4.2.1VJ9345A" version.
18. Fixed the issue where the ctiRetrieve failed after cti dialing to off-pbx busy
destinations are attempted.
AVdialer
Service Pack 1 Fixes:
1. Support for a new command called AGTTransferCall for Hard Dialer.
Provided support for AGTTransferCall command for transferring a customer
call on Avaya Proactive Contact systems configured for trunk-to-trunk
transfers.
For more details, please refer to the “Avaya PDS/IVR Integration – Installation
and Reference Manual”.
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© 2010, Avaya Inc. All Rights Reserved
2. Modifications in the configuration utility (agt_config) for the Integration
software.
You will be prompted with two additional questions during the configuration.
[1] 'Is the dialer a Hard Dialer? [y|n]:'
Till now, IR agent configuration utility (agt_config) used to assign the agent
application (agt_chl) to all the agent channels. Now, for Soft dialer, we don’t
need agt_chl to be assigned to the channels. This question will help in
distinguishing between HARD and SOFT dialer based on which an
appropriate entry will be made in the agt_data file.
For Soft Dialer, there are few points that you need to consider while designing
the application. Also, there are few commands which are not supported on
Soft Dialer. They are as follows:
a) AGTAdjustHeadset,
b) AGTDialDigit,
c) AGTHoldCall,
d) AGTHookflashLine,
e) AGTManualCall,
f) AGTTransferCall,
g) AGTUnholdCall.
For more details, please refer to the reference manual “Avaya PDS/IVR
Integration – Installation and Reference Manual”.
[2] ‘Are you going to integrate with PC 4.0? [y|n]:’
Say ‘Y’ only if you are integrating IR with Proactive Contact version 4.0. Say
‘N’ for all other versions of Proactive Contact and PDS. The communication
between PC 4.0 & IR is over SSL. If you say ‘Y’, make sure you have SSL
certificates at $IR_HOME/vs/data/pds/. Currently self generated certificates
are shipped along with IR package and will be installed in
$IR_HOME/vs/data/pds/ folder. If you plan on using third party certificates,
please work with Proactive Contact support team to get instructions on how to
achieve this. Please note, using SSL generally has performance impact, so it
is advised you consider this impact as you plan for IR _ PC 4.0 integration.
Please refer to the reference manual “Avaya PDS/IVR Integration –
Installation and Reference Manual” for more details.
Service Pack 3 Fixes:
3. The AGTTransferCall assigns AVAIL4WORK state resulting in sending
AGTReadyNextItem. Corrected the AGT state to send AGTFinishedItem.
4. Fixed the issue where the directory "$IR_HOME/vs/data/pds" was not getting
created when installing AVdialer with "ir-pkgadd" utility.
Service Pack 4 Fixes:
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© 2010, Avaya Inc. All Rights Reserved
5. Max channels allowed for IR-PC integration was limited to 150. Now IR
supports number of agents as published for the IR-PC Integration.
6. Addressed PSN002074 - AGTTransferCall.t file for the external function
AGTTransferCall has been added.
Service Pack 7 Fixes:
7. Fixed the issue where the getarg external function in agt_chl script always
returned -3 thus resulting in Answer and Annc being executed for each call.
AVdm
Service Pack 4 Fixes:
1. Included the disk mirroring patch updates for AVdm package.
•
•
•
•
Updated the mirror_admin utility to enhance the ability for a system to
automatically reboot successfully after the system has experienced a
disk failure.
The diag-device is not configured in the OBP on many systems to allow
the IR to boot from both disks - only the first disk or none. In this case,
if the primary disk fails and the key switch is in diagnostic mode, the
system will not boot from the remaining good disk. This update will
configure the system to boot from both disks in either mode.
In a dual disk system Solaris - by design - will refuse to boot the
remaining good disk when one of the disks has failed. This update will
configure the system to boot from either disk should one disk fail in a
dual disk system.
The existing AVdm package (IR 3.0 GA) will be backed up as
AVdm.OLD at /export/optional_features location, the SP4 installation
will replace the existing AVdm package on IR system.
AVir
Service Pack 1 Fixes:
1. Resource Manager (RM) Enhancement:
Sometimes during communication between various IR processes (e.g.
between TSM and a DIP), due to a “small synchronization gap” a message
was getting stuck. This used to happen when sending of the message by the
sender and retrieval by the receiver of the message occurred almost
simultaneously.
18
© 2010, Avaya Inc. All Rights Reserved
Such a stuck message used to require another message as a trigger in order
to be received by the target process.
2. Alarm Enhancements:
•
•
•
•
Support for e-mail as a message destination. To support this feature two new
parameters
notification
and
mailto
are
added
to
$IR_HOME/vs/spool/log/alerterData.cfg file. These arguments can be added
using command line as well as web-administration screens.
The addition of a parameter in dialout alarming configuration files which
allows setting timeout for the NMS005 alarm.
The addition of two new alarms: NMS008 (NMS_TEMP_TRUNK_EVENT)
and CGEN044 (CGEN_RSRC_NA).
The message ID of an alarm is also sent with the alarm status in dialout
alarming. A maximum of 50 message IDs can be sent at a time. If there are
more than 50 message IDs, the most recent 50 message IDs are sent. The
dialout string format will be
400000000015/11:01,ACT|01/15/08,10:47,Critical
CGEN004|01/15/08,10:57,Major Alarm,NMS005|;
•
Alarm,
For the following message IDs, alarm as destination has been removed and
e-mail as destination has been added:
o ASAI026
o AVB003
o AVB006
o AVB007
o CDH005
o CDH008
o CDH009
o HOST001
o HOST007
o HOST008
o GEN002
o LM034
o LM063
o NMS002
o NMS004
o TTS009
o VOIP003
The two new Alarms added are as follows
1) CGEN044:
CGEN044 (CGEN_RSRC_NA)
Alarm level: Minor
Problem description
19
© 2010, Avaya Inc. All Rights Reserved
This is a temporary condition as the message sending queues are full
and so message sending fails because system is busy. The reason given for
this message is EAGAIN, an interprocess communication message queue
capacity across all processes on the voice system is being exceeded. When
this happens, all processes may have trouble communicating with one
another. The process listed in the message may or may not be the process
that caused the problem. If the receiving process (the process which failed to
get the message) is not handling incoming messages often enough, it may be
the only process affected.
Proposed solution
The condition is temporary as the system is busy. If the condition exists then
please go through the steps mentioned below.
1. Gather data about this problem for later analysis:
a. Type cd /usr/install and press Enter.
b. Type sar > sar.out and press Enter.
c. Type ps -ef > ps.out and press Enter.
d. Type ipcs -qop > ipcs.out and press Enter.
e. Reboot the operating system.
2. If you have recently added hardware to the system, check the circuit card
to ensure that the card recently added has a unique index. For example,
make sure that there are not two cards that have the same switch setting.
3. If the problem persists, follow the trouble escalation procedure and inform
personnel with the data that you previously collected.
2) NMS008:
NMS008 (NMS_TEMP_TRUNK_EVENT)
Alarm level: Minor.
Problem description
Trunk-specific activity, such as a trunk going up or coming down.
Proposed solution
1. Review the text of the log message to identify the event.
2. If the event is related to a trunk or trunks coming up, no further action is
required.
3. If the event is related to a trunk or trunks going down, take these actions:
a. Check the physical trunk or trunk for loose connections.
b. Verify that the switch at the far end is operating properly.
c. Ensure that the physical trunk is configured correctly both on the
switch and on the <mav_prod_name_> system.
d. Type trunkmon-b <trunk number> and press Enter to determine
the exact condition of the trunk.
If you cannot resolve the problem by troubleshooting the trunk, contact a
technical support representative.
The format of the E-mail which will be sent for alarms having E-mail as
destination will be as follows:
20
© 2010, Avaya Inc. All Rights Reserved
The Mail was sent by Alarm Admin ir280rdev3 at 7:52:4, Wed Oct 31, 2007.
Alarm Summary:
=====================================================
Message ID
: VOIP003
Alarm Level
: Major
Alarm log time
: Wed Oct 31 07:52:03 2007
The alarm generated by
:VOIP
./CallProcessingEventLogger.cpp:104
The reason for Alarm
:
VOIP003
O
CA
-1
(VOIP_CONFIG_ERROR) Configuration problem. VoIP Card is not configured
correctly. Reason: A VoIP Card has not been configured.
=====================================================
Following is the description of alarm generated.
========================================================VOI
P003 (VOIP_CONFIG_ERROR)
Alarm level: Major.
Problem description
A VoIP configuration parameter is incorrect. The text of the message identifies
the incorrect parameter. The VoIP subsystem is probably not processing calls.
Proposed solution
Go to Configuration management>Switch interfaces>Voice over IP>Change
Parameters>Change VoIP Parameters and correct the parameter.
========================================================
End of Alarm Message ID description.
This is an automated generated E-Mail. Please do not reply to this E-Mail.
This is an Alarm notification E-Mail.
3. Support for DTMF input display control in SYSMON window
Provided control over displaying user DTMF input into the SYSMON output
window. Added parameter ENABLE_DTMF_SYSMON_DISPLAY to the
$IR_HOME/vs/data/irAPI.rc file, which, if set to 0, will replace the user DTMF
input by character ‘X’ in the SYSMON window.
The default value for this parameter is set to 1 or Enable.
Service Pack 2 Fixes:
21
© 2010, Avaya Inc. All Rights Reserved
7. Removed dial outs for the alarms PROXY012, UNIX002 and CGEN023.
8. Fixed an issue where - for a non-root installation save_conf does not save the
correct configuration
Service Pack 3 Fixes:
9. Fixed the output from show_sys command (scan.out) to not display
ambiguous SCAN version but to display the detailed IR version, including
service pack information.
10. Fixed the issue where on unplugging the T1 cable, sysmon showed channels
in ON HOOK state, but "display card all" shows channel state as “FOOS”.
Correction is made to resolve this issue.
11. Resolved the issue where script builder applications compiled using the install
script failed with "File not found" error.
Service Pack 5 Fixes:
12. Fixed the issue where "logCat -a 'locant'" pulls incorrect data after DST takes
place.
13. Removed dialouts for THR003, ASAI031, CGEN001, BKRST008 and
PROXY011, however these alarms are kept in event log.
14. Removed IR 3.0 rmEN legacy driver rmEN driver.
If the command like "format" is executed while the voice system is running,
rmEN driver will get loaded. However on next voice system restart or system
reboot, it will be unloaded from the system. If you don't want the rmEN driver
to get loaded, then stop the voice system before running command like
"format".
15. Corrected the behavior of nicstat utility, which was giving errors when used on
Netra T2000 platform.
Service Pack 6 Fixes:
16. Included the new tone files for Tone Masking to work with Calls placed with
both Internal & External extensions.
17. Fixed channel hang issue if caller hang-up happened while VXML application
has invoked TAS call flow.
18. PSN # 002480u addresses the issue where TAS applications using the tone
masking feature of were not working correctly & failing DTMF recognition
while invoked from another TAS or VXML application via SubProg, exec or
Object Tag.
22
© 2010, Avaya Inc. All Rights Reserved
Service Pack 7 Fixes:
19. Fixed the TSM/AD/VROP core dump issue where application using T2V node
invokes a VXML application having multiple jumps between TAS & VXML
applications.
Service Pack 8 Fixes:
20. Fixed the issue where on Netra T2000 systems IVRD applications developed
with IVRD 6.1 and using t2v node are not selecting the correct VXI instance
for executing the VXML application.
21. Enhanced start_vs to avoid multiple LM processes during system start.
AVjdbcint
Service Pack 1 Fixes:
1. DBDIP performance enhancement for DB2 database
The default CHECK_CONNECTION_QUERY for DB2 database configuration
has been improved to use a simpler table. This will prevent the DBDIP from
waiting too long for a response from the database.
2. Issue with duplicate call IDs
Corrected issues with incorrect call data reports caused due to the duplicate
call Ids.
Service Pack 2 Fixes:
3. Issue with filecdh dumping core.
Call data was not getting stored after the coredump happens. Corrected the
core dump issue with the process “filecdh”.
Service Pack 3 Fixes:
4. The compilation for database application does not drop the table & causes
duplicate rows in the customer table. Fixed the issue to avoid duplicate rows
whenever update table option is selected. It also displays an error if updating
database fails during compilation (using sci).
5. Enhanced the “run_sql” utility to support DBDIP’s other than DBDIP1 as well.
Service Pack 4 Fixes:
6. Modified the dbconfig utility and the web administration screen for configuring
"Custom" databases to display correct examples for ClassName and
Database URL.
23
© 2010, Avaya Inc. All Rights Reserved
7. Corrected the issue where the vxml applications could not retrieve the data
from database intermittently (after 3-4 weeks).
8. Prefixed "$IR_HOME" to the path on the instructions displayed on the JDBC
Administration screen for Custom Database configuration.
Service Pack 5 Fixes:
9. Corrected the issue where checktable was throwing exception when no
parameters were passed while running the utility. Now it shows the usage.
Service Pack 7 Fixes:
10. Corrected the issue of multiple entries in call traffic report for the same
channel and same time period and faulty Hold time.
11. Included the Oracle Tools Utility package - AVdb10g30.ds
Note: The AVdb10g30.ds package will exist on the system throughout and
will not be removed along with the SP.
AVnms
Service Pack 1 Fixes:
1. Fixed a problem with ISDN two channel transfers where a leg of bridge is not
broken leading to cross talk in next calls.
2. Issue with TBCT functionality.
Fixed issue where TBCT xfer failed. This happened because a channel was
considered available after NCCEVN_CALL_DISCONNECTED. In reality, the
channel
was
not
available
as
it
was
still
expecting
a
NCCEVN_CALL_RELEASED from the NMS board. The channel was
considered available and was used for making outgoing call for xfer. However,
on the NMS side, the outgoing failed and hence the transfer failed too.
3. Support for Voice Energy Detection
Provided support for bypassing the caller tune as against a valid user
response while making outbound calls over a PRI line. The caller tunes
provided as replacement for the traditional ring tones could be detected as
voice energy by NMS board causing IR to falsely detect remote connect with
intelligent outbound calls.
Note:
For
changing
place
call
timeout
add
NCC.X.ADI_PLACECALL.callprog.timeout
parameter
in
/opt/nms/ctaccess/cta.cfg and change its value to either 0 to disable it or the
time in seconds. Place call timeout is used when, for an outbound call if there
is no energy detected for specified time then it will throw a timeout error.
24
© 2010, Avaya Inc. All Rights Reserved
4. Fixed the non-bearer channel licensing problem. In this case, licenses were
being used even for Signaling and Framing channels. So, if a customer has
an E1 PRI connection where 30 licenses were bought for 30 ports to function,
2 licenses got used for framing and D-channel too. Hence, the customer could
use only 28 bearer channels. The customer had to purchase 32 licenses for
30 ports to function correctly. Now, only 30 licenses are required for E1 30
ports to function.
5. Support for UUI on Bridge Transfer using PRI lines
Provided support for sending UUI information on a Bridge Transfer over a PRI
protocol.
Service Pack 2 Fixes:
6. Added NCC parameters to enforce the CTA tracing for collecting the low level
NMS traces for Debugging.
Service Pack 3 Fixes:
7. Included the NMS patch 5963 to fix the issue where log files are getting
flooded with kernel warning "px1: spurious interrupt from ino 0xe" messages.
8. Fixed the issue where ISDN PRI T1 rejects calls from cell phones in US (For
IPL).
9. Included the NMS patch 6089 & 6095 to fix the issue where IR stuck after got
NCCEVN_BLOCK_FAILED event, it caused IR failure to recover from
NETOOS in the case of temporary outage of ISDN PRI PBX.
10. Included the NMS patch 6100 to fix the issue where NMS card experiences
memory corruption with FATAL PROTECTION ERROR in agpierror.log and
dropped calls.
11. Fixed the issue where customer reported user busy and IR rejected new
incoming
calls.
Handled
the
NMS
event
NCCEVN_EXTENDED_CALL_STATUS_UPDATE
with
status
update
NCC_X_STATUS_INFO_CALL_RELEASED to release the channel.
12. Included the NMS patch 6045 & 6101 to fix the issue where IR not saving
caller's recording if caller hung up immediately after leaving the message.
13. Fixed the issue where WARNING "WARNING: There is no predefined
pciscan_map file for platform SUNW,Sun-Fire-V245/SUNW,Netra-T2000"
seen on CONSOLE while installing AVnms on Sun-Fire-V245 & Sun Netra
T2000 platforms.
25
© 2010, Avaya Inc. All Rights Reserved
14. Included the NMS patch 6137. This patch includes the following fixes from
NMS:
6122 NOTIFY message not supported on ISDN generic stack (1st part)
6109 RTP Stale/Dead Connection Detection - (runtime core part)
6105 CG6060 T1cable length of over 200ft does not work.
6100 AG4040 crashes due to memory corruption
6095 CTAERR_DRIVER_RECEIVE_FAILED
6082 cg6ktool reports 0 temperatures on CG6565
6081 CG board crash in Video jitter filter.
6075 CG 6x6x PCI can't connect to H-stream 31
6032 CG6x6x - Native AMR record doesn't work
6028 Fan and temperature sensor monitoring
6027 CG6565-Fan and temperature sensor monitoring (patch for runtime)
6024 CG6x6x: Multiple tone sequence causes loud noise
6017 "cg6ktool -L" causes oamsys CG6565 "Cannot lift board reset"
6009 Comet framer chip fails to achieve proper frame align when configured
as ESF
15. Enhancement to the "nms.remove" script.
After removing the AVnms package from the system, the script "nms.remove"
now flashes a message to the installer to reboot the system to ensure sane
operation.
Service Pack 4 Fixes:
16. Corrected the issue where intermittent recording failures were causing the
call drops only under load conditions. As per investigations, two scenarios
were observed and fixed.
17. Included the NMS patch 6170. Fixes the problem in OPS where if you attempt
to do a transfer and fail, then DTMF detection stops working for the call that
attempted the transfer. Fixed the issue where TAS Full CCA transfers fail to
return to script correctly after a busy, no-answer, or failure.
18. Fixed the issue where after reboot of the system WARNING "WARNING:
Unexpected EOF on line 12 of /usr/kernel/drv/cg6k.conf" seen on the console.
Service Pack 5 Fixes:
19. Included the 6228 AND 6230 NMS patches. Fixes NMS board NETOOS
state issue for ISDN protocol observed with V440 SUN platform.
20. Fixed issue where during blind transfer if nccAutomaticTransfer failed with
CTAERR_INVALID_STATE error,the channel was not freed for next calls.
21. Included the NMS patches 6157 and 6160. Fixed the issue where system
throws AG-ISDN error, after adding AVnms using ir-pkgadd.
26
© 2010, Avaya Inc. All Rights Reserved
22. Fixed the issue where, in some scenarios (multiple installation/un-installation
of service pack) log files are getting flooded with kernel warning "px1:
spurious interrupt from ino 0xe" messages even after the NMS patch 5963 is
installed in the system.
23. Fixed the issue where NMS card no longer be found after installing Solaris
kernel 137137-09 patch, included ddi line (ddi-forceattach=1) to both CG &
AG driver config files.
NOTE***:IR30SP5 NMS removal script ($IR_HOME/vs/bin/nms.remove) has been
enhanced to backup the current NMS specific configuration files before
removing /opt/nms directory. The backup file will be created in
$IR_HOME/vs/data/nms_cfg_bak.tar.gz If you want to restore the saved
NMS configuration then install AVnms package and after reboot perform
the following steps:
a) stop_vs
b) gunzip $IR_HOME/vs/data/nms_cfg_bak.tar.gz
c) tar xvf $IR_HOME/vs/data/nms_cfg_bak.tar
d) start_vs
24. The default resolution for sending out FAXES is NFX_RESOLUTION_HIGH.
Now this can be configured using /opt/nms/ctaccess/cfg/cta.cfg file.
To modify the default value for the field resolution of the structure
NFX_TRANSMIT_PARMS, you can add the keyword NFX.TRANSMIT
.resolution in the section [ctapar of cta.cfg file].
The accepted values are the ones given below:
NFX.TRANSMIT.resolution
= 0x00000000 # NFX_RESOLUTION_LOW
NFX.TRANSMIT.resolution
= 0x00000001 # NFX_RESOLUTION_HIGH
NFX.TRANSMIT.resolution
=0x00000002
#
NFX_RESOLUTION_SUPER_HIGH
This will require a restart of Voice System. You can verify the new values by
running the following command from the command line:
"ctaparm -s NFX.TRANSMIT"
Service Pack 6 Fixes:
25. Included the NMS patch 6279 and 6280 for handling the issues with
nfxReceiveFax.
26. Included the NMS patch 6263. This NMS patch 6263 fixes the code violation
errors for CG cards resulting in intermittent call drops for CAS signaling.
27
© 2010, Avaya Inc. All Rights Reserved
27. Fixed the issue where in MTC and NMSIP were going out-of-sync when there
are frequent LINK_UP and LINK_DOWNs reported by the network. This
leads to channels going in OTHER state and cannot recover. The issue has
been fixed by introducing a new state WAITOOS, so that block_calls and
unblock_calls can be handled more efficiently amongst NMSIP and MTC.
28. Included NMS patch 6162.
29. PSN # 002481u addresses the issue where customer wants to revert back to
the previous service pack level of NMS patches installed in the system.
Service Pack 7 Fixes:
30. Included NMS patch 6381. Fixed the issue of disconnect events comes before
record done or play done event.
Service Pack 8 Fixes:
31. Fixed the code violation issues for CG6565 Card, by including 7135-6391
patch of NMS.
32. Patch 6381 introduced a delay state into the TCP to allow media done events
to get to the application before disconnect events. This introduced a bug
where channel state on IR changes to FOOS and comes back onhook again.
The patch 7135-90960 provided by NMS resolves both the issues.
AVnmsfax
Service Pack 3 Fixes:
1. Resolved the port hang issue occurring when the caller hangs up during a fax
receive.
AVsc
Service Pack 2 Fixes:
1. Corrected the issue where "sci -T <appName>" command was blindly
overwriting the database tables.
2. Fixed the issue where sci command used to throw errors for a TAS
application using the ebs packages other than English language.
Service Pack 4 Fixes:
28
© 2010, Avaya Inc. All Rights Reserved
3. Corrected the security constraints enforced by sci on .t, .h and .pl files. Now
even a non-root user transferring the app on IR will be able to modify these
files.
Service Pack 5 Fixes:
4. Resolved the error "/usr/include/sys/isa_defs.h line 492: undefined control"
which was seen during XFER/Bridge TAS application compilation.
Service Pack 7 Fixes:
5. Tweaked the security constraints enforced by sci on external function .t files
that used to result in a "Process Stopped" error message while transferring
the application using IVR-D on the IR system by a non-root user.
AVsrproxy
Service Pack 1 Fixes:
1. Speech Proxy changes.
a. Default proxy filters the SET_SPEECH_LANG command.
b. Default proxy now inserts the language as a part of GRAM_LOAD_URI
and GRAM_LOAD_TXT commands for supporting multilingual setup
with NPC.
c. Default proxy will not send the VXI_SET_PARAM commands for
savewaveform and recognitionmode parameters.
2. Vendor specific parameters from applications can be passed to ASR and TTS
speech servers through MRCP proxies in SET-PARAMS MRCP message.
3. Speech reporting utility displayed RecogMatch count incorrectly
4. Speech report will display the RecogMatch count correctly.
Service Pack 2 Fixes:
5. Fixed issues with speech recognition during IR-PDS integration. In IR-PDS
integration, where HARD-disconnect happens only at the end of campaign
and not at the end of every call, StartRecord state remains active, if a caller
hangs up during a Prompt and collect.
stopRecog.t is a new external function to handle such situations. Refer to
PSN# PSN001652
AVtbct
Service Pack 1 Fixes:
29
© 2010, Avaya Inc. All Rights Reserved
1. Enhanced tbct command to work with CG boards. The command can now
handle upto 8 trunks.
Service Pack 2 Fixes:
2. Enhanced the “tbct_xfer.t” external function to return the correct failure return
codes as per the documentation.
AVvoicxml2-0
Service Pack 1 Fixes:
1. Issue with fetchaudiodelay
Improved the fetchaudiodelay functionality to facilitate playing fetchaudio clips
while there is heavy load.
2. Channels hung under heavy load.
Fixed a bug in the implementation of fetchaudiodelay wherein channels hung
under heavy load.
3. Support for confidence in case of a slotted grammar match
Enhanced the VXI recognition module to populate the variable
application.lastresult$.confidence to get correct value for recognitions
involving slotted grammars.
4. Corrected the defect in user defined disconnect handler
Provided support for executing Application-defined disconnect handlers if
caller disconnects during a prompt that has barge-in turned off.
5. Handle the language and country code properly.
If the value of xml:lang attribute contains valid language identifier but illegal
country
code
(e.g.
de-XX),
VXI
will
correctly
throw
error.unsupported.language instead of error.noresource.tts.
6. Badfetch errors on account of failing select system call.
The VXI inet module has been enhanced to prevent immediate return due to
failing select() system call, leading to error.badfetch. We now either recall
select() system call until we get a signaled socket or a timeout or error other
than EINTR.
7. Handle duplicate IRE_INPUT_DONE events
Enhanced VXI to handle application designs that result in duplicate
IRE_INPUT_DONE events. The application now does not terminate abruptly.
8. Variables recording, recordingsize and recordingduration get proper values.
30
© 2010, Avaya Inc. All Rights Reserved
The shadow variables recording, recordingsize and recordingduration now get
proper values when recordutterance feature is enabled.
9. Issue with VXI restart
Improved the VXI signaling mechanism to avoid abrupt respawning of
avayaVXI process.
10. Added support for Vendor Specific Parameters.
IR customers needed a way to set specific speech parameters to have better
control on synthesis or recognition. These are vendor specific features that
the speech vendor supported but were not supported in the current
implementation (IR30). IR was not capable of passing these vendor specific
parameter to Speech servers. The new feature enables IR to pass these
Vendor specific parameters to Speech server thereby giving customer’s
additional level of control on synthesis and recognition, hence helping
customers to use features of speech server which were never used earlier.
This new functionality addresses the need of passing vendor-specific
parameters to the TTS and ASR servers from Avaya IR.
The VSP parameters will be identified by prefixes. The prefix will be picked up
from a configuration file ($IR_HOME/vs/data/vxml/pal.cfg) and only parameter
having these prefixes will be passed from VXI to Proxy. One can identify VSP
starting with different prefixes. Multiple prefixes, too is picked from
configuration file.
To enable VSP for TTS or ASR set tts.vsp.enable or asr.vsp.enable value to 1
respectively. Similarly set respective tts.vsp.prefixes or asr.vsp.prefixes to
desired prefix in case of multiple prefixes set this to comma separated
prefixes of VSP.
Note: By Default VSP is disabled and prefixes are blank
Example 1:
VSP for TTS and ASR is off
tts.vsp.enable=0
tts.vsp.prefixes=
asr.vsp.enable=0
asr.vsp.prefixes=
Example 2:
VSP for TTS and ASR is on, with single prefix for TTS and multiple prefix for
ASR
tts.vsp.enable=1
tts.vsp.prefixes=<TTS_prefix>
31
© 2010, Avaya Inc. All Rights Reserved
asr.vsp.enable=1
asr.vsp.prefixes=<ASR_prefix1>, <ASR_prefix2>
11. The file pal.cfg will contain VSP parameters.
12. Multilingual Support
AvayaVXI process has been improved to set the grammar speech language
on each grammar load request. This allows setting a different language per
grammar.
Note that the Speech Server should have the necessary language packs
installed for this feature to work correctly.
Service Pack 2 Fixes:
13. Fixed IR channel hung issue where avayaVXI got stuck in SSL_connect and
SSL_read calls. Implemented non-blocking sockets and timer to avoid this
issue.
14. Fixed the issue where SSL connection failed due to self-signed certificate on
IR 3.0 system.
15. Number of VXI instances on Netra T2000 should be 24 rather than 48 since
RAM is 8 GB.
16. VXI ignores "=" sign in the VXML app URL and throws a badfetch error, when
called through T2V Node in IVRD6.0
17. Fixed the issue where connection.disconnet.hangup event got thrown when
ASR allocation fails.
18. Number of VXI instances on single CPU systems should be three (3). Any
extra VXI services are removed, and assignments of any extra VXI services
are also unassigned from channels. However, these channels need to be reassigned, such as
assign service AVAYAVXIx to chan nn
where AVAYAVXIx is a valid AVAYAVXI services and nn is the channel
number.
19. Corrected the issue with fetchaudio - transitional audio when invoked through
<subdialog> tag.
20. Corrected an issue with avayaVXI process dumping core while accessing an
invalid grammar pointer
Service Pack 3 Fixes:
32
© 2010, Avaya Inc. All Rights Reserved
21. To identify every single call across multiple IR boxes a matching between
Logging-Tag & client.rec.call_tag for UPCID is required. Enhancement done
for both ASR & TTS MRCP requests.
22. Fixed the issue where Applications with both speech and dtmf grammars
hang if dtmf grammars are of variable length.
23. Modified the Service pack install scripts to
a. NOT replace the existing /vs/data/vxml/pal.cfg file.
b. Handle /vs/data/vxml/pal.cfg related functions in an effective manner.
c. Create backup of pal.cfg as a hidden file when Service Pack is
removed.
24. Fixed the issue where VXML applications are getting timed out during Open
SSL connect, read & write operations.
Service Pack 4 Fixes:
25. Added the millisecond field in the logCat messages for AVB module. Few third
party tools are based on these values for troubleshooting latencies.
26. Corrected issue for passing collection of parameters set in the application to
IR platform.
27. Fixed the issue where VXI inserts a space at the beginning of
character/number string variables, which causes Real Speak SWMS TTS to
speak the word "space" before the string variables.
28. Support for Dynamic URL and parameters passing through IVR-D 6.1
• URL attribute can be a static or a variable value.
• Passing parameters between TAS and VXI applications. A maximum of
10 parameters can pass from TAS to VXI applications and accept a
maximum of 10 parameters from VXI to TAS applications.
• This enhancement will only work for the TAS applications developed
using IVR-D 6.1.
29. Fixed the issue where the _message shadow variable was getting truncated
to 1022 characters.
30. Fixed issue where avayaVXI drops the call if Ret2vxml node returns -1 as
return code to the VXML application.
31. Enhancements for receiving DTMF digits sent from switch’s converse-on step
& populate them in session variables for vxml application to pick it up.
The
session
variables
session.telephone.firstconversedata
&
session.telephone.secondconversedata holds the converse-on data received
by AVB.
33
© 2010, Avaya Inc. All Rights Reserved
To enable converse-on for VXML set vxml.conversedata value to “1” in the file
“$IR_HOME/vs/data/vxml/pal.cfg”. The voice system restart is required to
make the settings effective. The Converse ON data is collected by the IR
before the VoiceXML application is yet to run, so there’s no need to put any
kind of pauses on CM. The data should be available as soon as the first
VXML page is fetched.
The following settings on CM are vital for this feature to work correctly. The
timing needs to be changed in the CM system-parameters features, page 11
at CM system. Change the First & Second data delay to 0 second and
Converse signaling tones to 50 milliseconds.
display system-parameters features
Page 11 of 17
Converse First Data Delay: 0
Second Data Delay: 0
Converse Signaling Tone (msec): 50
Pause (msec): 50
The recommended vector settings are:
display vector 777
Page 1 of 6
CALL VECTOR
Number: 777
Name: ConverseOn Vect
Attendant Vectoring? n Meet-me Conf? n
Lock? n
Basic? y EAS? y G3V4 Enhanced? y ANI/II-Digits? y ASAI
Routing? y
Prompting? y LAI? y G3V4 Adv Route? y CINFO? y BSR? n
Holidays? y
Variables? y 3.0 Enhanced? y
01 wait-time 0 secs hearing ringback
02 converse-on skill 43 pri l passing A
and B
03 wait-time 1 secs hearing ringback
04 stop
Service Pack 5 Fixes:
32. Fixed the issue where object tag execution in vxml page was failing after
caller hangs up. IR now allows after call processing using TAS code.
33. Fixed the issue where long URL causes "Failed closing cache validator" and
throws AVB003 error in logCat.
34. Fixed the issue where a URL like "tel:x5013" should result
error.connection.baddestination. Instead, VXI throws error.transfer.
in
35. Fixed the issue where VXI used to disconnect the call on receiving a timeout
result from proxy.
Service Pack 6 Fixes:
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© 2010, Avaya Inc. All Rights Reserved
36. Fixed the issue where URI grammar initialization was resulting in AVB003
alarms in the logCat.
37. Fixed the issue where T2V execution failed when VXML converseon flag is
activated.
38. Fixed the memory leak issue with avayaVXI process.
39. Fixed the issue where AVB doesn't throw connection.disconnect.hangup
event, if caller hangup during a prompt at the end form of a VXML application.
NOTE:
A) Space in between multiple comma separated VSP parameters in pal.cfg
file will not be supported.
Invalid entries:
There is a space either before OR after comma(,) in the list below:
1) asr.vsp.prefixes=swirec_, ,swiep_
2) asr.vsp.prefixes=swirec_, swiep_
3) asr.vsp.prefixes=swirec_ ,swiep_
Valid entries:
There are no spaces on either side of comma in the list below:
1) asr.vsp.prefixes=swirec_,swiep_
2) asr.vsp.prefixes=swirec_,swiep_
3) asr.vsp.prefixes=swirec_,swiep_
B) On IR 3.0 SP4 or later service pack, due to the T2V enhancements it is
mandatory to generate, install & compile the T2V related IVRD 6.0 TAS
applications using IVRD 6.1 software.
Service Pack 7 Fixes:
40. Fixed
the
issue
where
session.telephone.firstconversedata
&
session.telephone.secondconversedata did not get populated for NMS
channels. Now vxml Session Variable for converse-on data will be populated
for both NMS & VOIP channels.
41. Fixed the issue where in race condition; when running in Normal Mode, VXI
is not releasing the channel using irDeinit after receving the
IRE_DISCONNECT event.
AVwebadm
Service Pack 1 Fixes:
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© 2010, Avaya Inc. All Rights Reserved
1. Prevent VXI restart on changing log levels
Provided fix to prevent the VXI restart if the user attempts to modify the
logging levels from within the Web Administration screens.
2. There should be default value to serverType key as migration/upgradation
fails otherwise.
The key serverType is still used but the upgradation/migration failing due to it
has been fixed. This has been done by setting the default serverType key
value to "Primary".
3. Issue with DB2 select query display
Web admin screen for IBM DB2 configuration now shows default connection
query as
"SELECT
DISTINCT(CURRENT
TIMESTAMP)
FROM
SYSIBM.SYSTABLES"
instead
of
"SELECT
DISTINCT(CURRENT
TIMESTAMP) FROM SYSIBM.SYSDUMMY1".
Service Pack 2 Fixes:
4. Issue with URI verification for HTTP.
Corrected the issue where URI verification in assign channel services to
channel was failing, if you put in an http URI.
5. Issue with URI verification for HTTPS.
Corrected the issue where URI verification in assign channel services to
channel was failing, if you put in an https URI.
Service Pack 3 Fixes:
6. Fixed the issue where on changing the VXML Logging Level through Web
admin it shows message that "Vxml log and debug levels assigned" and
log.xml file was updated to modifies values. However, VXML Logging Level
screen was not reflecting the latest changes.
Service Pack 4 Fixes:
7. Included the Singapore specific OPS for E1 LOOP Protocol. Fixed the issue
where for Bridging, the return code from xfer_brdg.t external function was 'N'
for both No-Answer & Busy calls. Now xfer_brdg.t external function correctly
returns 'N' for No-Answer and 'B' for Busy calls (for E1 LOOP, Singapore
OPS).
8. Corrected the IR webadmin help documentation for commands listed for
installation of NMS/VOIP packages.
9. Corrected the IR webadmin help documentation to include AVdm package in
the list of pre-installed software for Avaya Turnkey solution.
10. The IR Web Administration has now been certified with Internet Explorer 7.x.
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© 2010, Avaya Inc. All Rights Reserved
11. Updated the IR webadmin help documentation to use correct ClassName and
database URL for JDBC configurations.
12. Updated the IR webadmin help documentation to reflect the ASAI and VoIP
configuration changes delivered in IR 3.0 SP4.
Service Pack 5 Fixes:
13. Updated the IR webadmin help documentation for mentioning official limit for
number of ASAI domains.
14. Upgrade Java version to build 1.4.2_19-rev-b10.
Service Pack 6 Fixes:
15. Updated the IR webadmin help documentation about usage of init.ora / spfile
files for different releases of Oracle database.
Service Pack 8 Fixes:
16. Updated the IR webadmin help documentation to use only IP address of the
IR system, while configuring the License Server.
AVxfer
Service Pack 1 Fixes:
1. Fixed a bug where transfer result was ‘A’ for some of the protocols even for
busy and no answer.
2. Enhancements to bridge transfer functionality
• Provided support for the bridge transfer properties such as
transferaudio, connecttimeout and maxtime.
The duration for the bridge-transferred call is not made available to VXI.
The XFER module has also been enhanced to return status of a busy
destination as BUSY.
Service Pack 3 Fixes:
3. Fixed the issue where xfer_brdg.t external function was not returning the
control to original TAS script calling the xfer_brdg.t external function using
Bridging.
4. Fixed the issue where on Netra platforms transfer/bridging was failing for
VXML applications.
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© 2010, Avaya Inc. All Rights Reserved
Service Pack 4 Fixes:
5. Enhanced the XFERProc to return 'H' as return code to the TAS applications
when caller hung up first after a successful bridging on LOOP protocol.
Service Pack 5 Fixes:
6. Fixed channel lock-up due to XFERProc core dump issue after call transfer is
completed on NMS stations.
AVvespdip
Service Pack 4 Fixes:
1. Fixed the issue where multiple vespdip implement cannot create vesp dip log
with debug on.
AVvoip
Service Pack 1 Fixes:
2. Regarding the CCA support added for VoIP in IR 3.0 please note the following
important prerequisite.
Call Classification Analysis with VoIP stations requires a green feature
8874 on CM. Please ensure that this green feature is enabled on your
CM before attempting to use CCA with VoIP. If CCA with VoIP is used
with CM not having this feature enabled, results will be unpredictable.
This applies to both outbound calling and transfer with VoIP.
3. Fixed bug where the beep to indicate start of recording was not getting played
with VoIP.
4. Fixed a bug where a DTMF digit received in the previous call was getting
carried over to the next call if the digit reception and hang-up happened
simultaneously in the previous call.
Service Pack 2 Fixes:
5. Dead air Issue
Whenever third party call control like CTI is used, in some situations, Media
which is paused is not resumed leading to dead air issue. Corrected this dead
air issue.
6. On manually changing VoIP stations into MANOOS on IR – the CM still shows
port in service. Corrected this issue, and issue with manual restore as well.
7. Ring No Answer
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© 2010, Avaya Inc. All Rights Reserved
If caller disconnects during ctiTransfer, new calls on the same channel goes
to RNA.
8. Fixed the issue to avoid/handle "disconnect_select_pending" state.
9. Corrected the CLAN failover failure issue.
If the primary C-LAN fails or is removed from the network, the switch-over to
the secondary C-LAN now works correctly.
10. Fixed the issue of VOIP channel changing to INSERV during stopping voice
system.
11. Corrected the VOIP Subsystem issue where the VoIPCard process dumped
core upon execution of bridge transfer.
Service Pack 4 Fixes:
12. Modified the VoIP card assignment/change through webadmin/command line.
Now the VOIP card assignment/change/configuration will not prompt for CM
version.
Service Pack 5 Fixes:
13. Fixed the issue where VoIP Channels did not register with the Gatekeeper
after CM upgrade.
14. Fixed the issue where Make_Call operation does not recognize unanswered
("N" return code) state if medpro switching happens during out dialing on CO
ISDN trunk.
ebsIN
Service Pack 4 Fixes:
1. Resolved the issue with ebsIN package where the application compilation was
failing due to "No Phrase Match" errors.
ebsIT
Service Pack 6 Fixes:
1. Fixed the issue where ebsIT throws compilation error for variable type’s time,
date & decimal.
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© 2010, Avaya Inc. All Rights Reserved
ebsMA
Service Pack 4 Fixes:
1. Resolved the issue with ebsMA package where Malay Real Numbers were
not being played correctly in the application.
ebsSQ
Service Pack 2 Fixes:
1. Resolved issue with ebsSQ where the talkfiles were being downloaded to an
incorrect directory.
40
© 2010, Avaya Inc. All Rights Reserved
6.
Known issues
With the May’10 Solaris patch cluster, which is delivered with IR 30SP8, some
customer may get FMD core dumps on Netra T2000 systems after reboot.
The core files will get generated on / partition.
These core dump files can be safely removed from the system as they are
harmless and have NO impact on IR functionality. The issue has been raised
to SUN and as soon as we get the resolution it will be included in future
service pack patch clusters or a separate PSN will be posted.
7.
Netra T2000 Platform
Avaya IR 3.0 with Service Pack 2 or later service packs (including IR 3.0
Service Pack 8) is now supported with Sun Netra T2000 platform.
7.1. Sun Netra T2000 specifications
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
Solaris 10 Update 3
Four-core 1.0 GHz or eight-core 1.2 GHz UltraSPARC T1 processors
Architecture – SPARC V9 architecture, ECC-protected
Cache Per Processor - 16 KB instruction, 8 KB primary, 3 MB data cache,
integrated L2
16 DIMM slots, DDR2 with Chipkill and DRam Sparing, ECC-registered
DIMMs, system maximum of 64 GB; supports 512 MB, 1 GB, 2GB and 4 GB
DIMMs. Avaya turnkey solution contains 16 DIMMs of 1 GB each amounting
to 16 GB RAM
Internal hardware drive mirroring (RAID 1), hot-pluggable disk drives,
redundant hot-swappable power supplies, environmental monitoring, error
correction and parity checking for improved data integrity, easy replacement
for most components
Internal Disk (Option 1) - Up to two 146GB 2.5” 10K rpm SAS disks, providing
a maximum capacity of 292 GB, internal Hardware RAID 1 (mirroring) and
RAID 0 (striping) supported, internal DVD RW Drive. Avaya turnkey solution
offers this.
Internal Disk (Option 2) - Up to four 146GB 2.5” 10K rpm SAS disks, providing
a maximum capacity of 584 GB, internal Hardware RAID 1 (mirroring) and
RAID 0 (striping) supported, no DVD
Internal one slimline DVDRW drive
Three PCI-X slots for 64-bit 133MHz, 3xfull-height, 2xfull-length, 1x half
length.
One PCI-E (PCI-E) slot for low profile cards (supports x1, x4 and x8 width
cards)
One DB9 serial port
Four 10/100/1000Base-T Ethernet ports
Two redundant, DC or AC hot-swappable power supplies,
Typical operating Power 300 Watt.
41
© 2010, Avaya Inc. All Rights Reserved
•
•
•
•
•
Two 1.1 USB ports
Space efficient, less than 20-inch deep rack-optimized 2 RU design.
Enhanced system uptime supported by redundant AC or DC power supplies,
hot-pluggable disk drives, and support for hardware RAID (0 + 1).
Simplified state-of-the-art maintenance with the Integrated Lights Out
Management (ILOM).
Exceptional expandability and I/O performance with four PCI slots, four
Ethernet ports and support for DDR2 memory.
42
© 2010, Avaya Inc. All Rights Reserved
7.2. Sun Netra T2000 front panel
The front panel of the Sun Netra T2000 (with door open) is shown in the following
figure:
Item
1
Description
System status indicator LEDs:
White - Locator LED
Amber - Service LED
Green - Activity LED
2
CD-/DVD-ROM drive
3
Hot-swappable
drives
4
Alarm Panel
146
GB
hard
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© 2010, Avaya Inc. All Rights Reserved
7.3. Sun Netra T2000 back panel
The back panel of the Sun Netra T2000 is shown in the following figure.
Item
Connection type
/ Indicator
1
PCI card slots
Avaya IR system use
Three PCI-X slots for 64-bit 133MHz, 3xfull-height, 2xfull
length and 1x half length
One PCI-E (PCI-E) slot for low profile cards (supports x1,
x4 and x8 with cards)
2
Power supplies
Dual redundant power supply inlets.
The extreme left is Power Supply 0 and right to it is
Power Supply 1
3
TTYA serial Port
Use the Sun Fire T2000 DB-9 connector with a null
modem cable for serial devices.
It appears as TTYA in Solaris OS and OpenBoot
messages.
4
SC
serial It uses an RJ-45 cable and is always available.
Management port This is the default connection to the ALOM-CMT system
controller.
5
USB ports
USB1.1 compliant
•
Support device speeds of 1.5 Mbits/s &12 Mbits/s
•
Power supply of 5V available at each connector
44
© 2010, Avaya Inc. All Rights Reserved
6
SC
Net It uses an RJ-45 cable for a 10/100 BASE-T connection
Management Port It is not operational until network settings for the system
controller are configured.
7
Ethernet ports
All four are 10/100/1000Base-T
45
© 2010, Avaya Inc. All Rights Reserved
7.4. NMS CG 6565 Series boards
The NMS Communications CG 6565 Series supports the followings:
•
Comprehensive IVR functionality
•
Full-duplex echo cancellation
•
Speech encoding
•
Fax processing
•
Up to 8 T1/E1 digital PSTN trunks (Avaya uses 8 trunks)
•
Up to 240 channels of DS0 streams through the T1/E1 interfaces
The NMS CG 6565 Series board uses the RJ-21 cable with either a punch
down block or a SEP to connect to a switch.
For Netra T2000, there are two full length PCI slots that can be used for the
CG 6565 card.
For information about the telephony cards, go to the NMS Communications
web site at http://www.nmscommunications.com/
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© 2010, Avaya Inc. All Rights Reserved
7.5. NMS CG 6565 Series connections
The following figure describes the connections for the NMS 6565 Series boards.
Item
Description
1
Trunk status LEDs for trunks 1 to 8
2
Mini RJ-21 trunk connector
3
Ethernet 1
4
Ethernet 2
5
Board status LEDs
47
© 2010, Avaya Inc. All Rights Reserved
7.6. PCI slotting rules for Sun Netra T2000
The following rules govern the number and placement of option cards in a Sun
Netra T2000 chassis for Avaya IR.
•
•
•
•
•
•
Each new system can have a maximum of one E1/T1 CG6565 card.
Avaya IR3.0 can have a maximum of one CG6565 E1/T1 card.
There are no IRQ, DMA, or I/O address assignments to make with
hardware settings – these are all handled in software. No Hardware
Resource Allocator is provided with this platform.
There are no switch or jumper settings on any of the cards that need to be
changed for E1/T1 connectivity. The E1 and T1 NMS CG6565 series
produce single card that can be configured by software to be a T1 or E1
card.
The oct CG6565 card can be configured to provide 8 T1 or 8 E1 digital
trunks.
For NMS CG6565 card, Avaya recommends using PCI slot named PCI-X
3 in the Sun Netra T2000 chassis.
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© 2010, Avaya Inc. All Rights Reserved
7.7. Installing an external modem on Sun Netra T2000
The external modem requirements for the Avaya IR system are as follows:
•
U.S. modem: U.S. Robotics Sportster 33.6 kB fax modem with a cable
and connectors to connect the modem to the hardware platform
(shipped with the Avaya turnkey solution only).
For the Sun Netra T2000 system, you can use a NULL modem cable or
a NULL modem converter and an RJ-45 adaptor.
•
International modem: Modem and cable that are approved for use in
respective countries. Modem must use the standard Hayes command
set, also known as the AT command set.
U.S. Robotics Sportster 33.6 fax modem dimensions
1.25 inches x 6.63 inches x 3.75 inches
Location of the modem
Place on top of the hardware platform or on a separate equipment shelf.
You will need to set up an external modem to communicate with Avaya
Technical Support for remote maintenance and alarming.
1. Verify that the power on both the Avaya IR system and the modem is
off.
2. Connect the 25-pin remote console connector to one end of the
modem cable.
3. On the other end of the modem cable, connect an RJ-45 adaptor (with
a null modem cable).
4. Connect the 25-pin remote console connector to the serial port on the
rear of the modem chassis.
5. Connect the other end of the modem cable to the SER TTYA serial
port.
6. For the Sun Netra T2000 system only, use the following default serial
connection settings:
Option
Description
Parameter
Setting
Connector
SERT TTYA
Rate
9600 baud
Parity
None
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© 2010, Avaya Inc. All Rights Reserved
Option
Description
Stop bits
1
Data bits
8
1. Connect the telephone cable from the Private Branch Exchange (PBX)
to the modem.
2. Verify that the DIP switch, which is on the rear of the modem chassis,
has the following settings:
Option
Description
Switch
Setting
1
Up
2
Up
3
Down
4
Down
5
Up
6
Up
7
Up
8
Down
3. Turn on the modem.
The modem initializes when the Avaya IR system starts up.
Note: On Sun Netra T2000 by default the modem configuration file
"/etc/uucp/Devices" has the entry for serial port "b" only. It is recommended using
the serial port "a" to connect the modem cable to Sun Netra T2000.
If you purchased Avaya turnkey solution - serial port “a” is by default enabled.
If you purchased “Software-only” solution - the following changes are required for
using serial port "a" on Sun Netra T2000 to connect the modem cable:
i. Add the following to the end of the file “/etc/remote”:
modem:dv=/dev/cua/a:br#9600
ii. Add entry for serial port “a” at the end of the file “/etc/uucp/Devices”:
ACU cua/a - Any hayes
Direct cua/a - Any direct
50
© 2010, Avaya Inc. All Rights Reserved
7.8. Software requirements overview
Avaya Turnkey solution
•
IR 3.0 GA CD’s issue#2
Note: Do NOT use old IR 3.0 GA CDs on the Netra T2000 platform.
New set of IR 3.0 GA CDs (issue# 2) contains the new AVnms
package. The new AVnms package contains a fix from NMS
Communications to prevent Netra system going in to rolling
reboots when old AVnms package is installed on Netra.
•
•
•
IR 3.0 Service Pack 2.
Solaris 10 Update 3
Solaris 10 Patch Cluster (Jan 08) provided by Avaya (available on IR
3.0 SP3 CD and http://support.avaya.com)
If you purchase an Avaya IR system that includes the Sun Netra T2000
hardware platform, the IR software has been pre-installed for you. The preinstalled software requires configuration that is usually performed by an Avaya
service technician or certified third-party service provider.
Software-only solution
If you purchase only the Avaya IR software from Avaya, you must install and
configure the IR system software from the IR software media.
IR software packages
For both the Avaya turnkey solution and the software-only solution, the IR
software comes with the IR standard packages that are installed with the
software installation.
For optional IR software packages that provide additional features on the IR
system, you must purchase the appropriate licenses and install the optional
packages manually.
51
© 2010, Avaya Inc. All Rights Reserved
7.9. Disk Mirroring with Netra T2000 platform
The Netra T2000 platform supports internal hardware mirroring. For details,
refer to http://docs.sun.com/source/819-7990-10/ontario-volume_man.html
NOTE:
1. The software disk mirroring through Avaya IR’s “AVdm” package
is NOT supported for the Netra platform.
2. For the Raid hardware control, Raid must be configured before
Solaris is installed. If Raid is configured after installing Solaris,
then it will wipe out the disk and the system must be installed
again.
52
© 2010, Avaya Inc. All Rights Reserved
8.
Avaya Technical Support
You can reach the Avaya Support team at:
Domestic Support - 800-242-2121
International Support - http://support.avaya.com Select Support Directory
and then select the desired country name.
53
© 2010, Avaya Inc. All Rights Reserved