Avaya Aura

AACC 6.
0 Release Notes
Avaya Aura™ Contact Center 6.0

RELEASE NOTES
DOCUMENT VERSION : 0.003

DVD : 8.0.0.152
MIN SUPPORTED DVD : 8.0.0.140
SERVICE PACK : SERVICE_PACK_01
ISSUE DATE : AUGUST 26TH, 2010
Avaya Inc Proprietary 1

AACC 6.0 Release Notes
PURPOSE ..................................................................................... 5
PUBLICATION HISTORY ............................................................. 5
AVAYA AURA™ CONTACT CENTER SOFTWARE ................... 6
REQUIRED SOFTWARE VERSIONS ..................................................................................... 6
SOFTWARE DOWNLOADS ............................................................................................... 8
Service Packs ...................................................................................................... 8
Additional Patches ............................................................................................... 8
REMOTE ACCESS ........................................................................................................ 9
AACC PRODUCT INSTALLATION ............................................ 10

PRE-REQUISITE SOFTWARE .......................................................................................... 10
DVD CONTROLLER .................................................................................................... 11
Pre Installation Instructions ................................................................................ 11
Installation Instructions ...................................................................................... 11
Post Installation Instructions ............................................................................... 11
Configuration Issues .......................................................................................... 11
Known Issues Awaiting Solution .......................................................................... 12
CO-RES INSTALLATIONS ............................................................................................. 13
PVI CHECKER .......................................................................................................... 14
CONTACT CENTER PATCH MANAGER ................................................................................ 15
CONTACT CENTER ROUTINE MAINTENANCE ........................................................................ 16
MBT AND CS1000 SIP INSTALLATIONS ................................. 17

CONFIGURATION ISSUES ............................................................................................. 22
TRANSPORT LAYER SECURITY (TLS) PROTOCOL SELECTED ...................................................... 22
SIP RESILIENCY ISSUES ............................................................................................. 23
MEDIA APPLICATION SERVICES (MAS) ............................................................................ 23
CS1000 AML INSTALLATIONS ................................................. 25

COMMUNICATION CONTROL TOOLKIT............................................................................... 25

ISSUES COMMON TO ALL INSTALLATIONS.......................... 26

CONTACT CENTER MANAGER SERVER .............................................................................. 26
LICENSE MANAGER .................................................................................................... 28
SERVER UTILITY ....................................................................................................... 29
CONTACT CENTER MANAGER ADMINISTRATION ................................................................... 30
CCMA Restores: ................................................................................................ 30
COMMUNICATION CONTROL TOOLKIT............................................................................... 34
CONTACT CENTRE MULTIMEDIA ..................................................................................... 35
Migration from 6.0/7.0 system ............................................................................ 35
SERVICE CREATION ENVIRONMENT ................................................................................. 37
SECURITY FRAMEWORK ............................................................................................... 39

TRACE CONTROL UTILITY ............................................................................................ 40

LOG ARCHIVER UTILITY .............................................................................................. 41
FEATURE SPECIFIC: MULTIPLICITY .................................................................................. 42
Known Issues Awaiting Solution: ......................................................................... 42
APPENDIX A – CERTIFICATE MANAGER USER GUIDE ....... 43

APPENDIX B – CERTIFICATE MANAGER GUIDE
(SCREENSHOTS)....................................................................... 52
CERTIFICATE STORE TAB ............................................................................................. 52
GENERATE CERTIFICATE SIGNING REQUEST (CSR) TAB ........................................................ 55
ADD CERTIFICATE TAB ............................................................................................... 56
STORE MAINTENANCE TAB ........................................................................................... 58
APPENDIX C – CERTIFICATES ................................................ 63

HOW TO … PREPARE FOR SECURITY CERTIFICATES ................................................................ 63
WHAT YOU NEED TO SIGN A CSR – INFRASTRUCTURE ........................................................... 64
SIGNING THE CERTIFICATE REQUEST (CSR) ...................................................................... 65
OBTAINING A CA ROOT CERTIFICATE .............................................................................. 69
APPENDIX D – WINDOWS FIREWALL..................................... 71

Purpose
This document contains known issues, patches and workarounds specific to this build and does
not constitute a quick install guide for Contact Centre components. Please refer to the
information below to identify any issues relevant to the component(s) you are installing and then
refer to the Avaya Aura Contact Center Installation and Commissioning guides for full installation
instructions.
Details of fixed issues (CRs) are included in the readme instructions with each Service Pack.
Publication History
Issue Change Summary Author(s) Date
0.001 Initial version for Service Pack 01 Mark Valentine 31/07/2010
0.002 Updates for MAS 153 upgrade & QFE and new download Mark Valentine 11/08/2010
location for Service Packs
0.003 Updates to software lineup information and to list of Michael Walsh 26/08/2010
available patches Peter Flannery

Avaya Aura™ Contact Center Software

Required Software Versions
The currently supported minimum software version for the Next-Generation Contact Center is
outlined in the table below. Please note that for all new systems post GA, install time patching is
a mandatory part of the installation process. The latest Service Packs for the component(s)
being installed should be downloaded to the server and selected as part of the installation
process.
DVD Version: Service Packs
8.0.0.152 * AvayaAura_CCCC_6.0.201.0-0045_ServicePack
AvayaAura_CCMS_6.0.201.0-0045_ServicePack
AvayaAura_CCT_6.0.201.0-0052_ServicePack
AvayaAura_CCMM_6.0.201.0-0036 _ServicePack
AvayaAura_CCMA_6.0.201.0-0055_ServicePack
AvayaAura_SCE_6.0.201.0-0323_ServicePack
AvayaAura_CCMSU_6.0.201.0-0020_ServicePack
AvayaAura_CCWS_6.0.201.0-0004_ServicePack
* DVD versions 8.0.0.145 & 8.0.0.142 & 8.0.0.140 from pre-GA installations are also supported, but it is
recommended that all new installations, post July 31st 2010, use the GA DVD (8.0.0.152) in order to
support install-time patching, which is mandatory post GA. The older DVD versions will not support
install time patching.
Users upgrading pre-GA installations from an RU_03/RU_06 patch line-up to the latest service packs
should remove all previous updates and pay particular attention to the Readme for the
AvayaAura_CCCC_6.0.201.0-0045_ServicePack. This details the requirement to install the
AvayaAura_CCCC_6.0.201.0-0045_ServicePack manually before launching the Patch Manager to
facilitate installation of all the other Service Packs.
Users with pre-GA installations will also need to consult the ‘Media Application Services (MAS)’ notes
within the ‘MBT and CS1000 SIP Installations’ section for instructions on how to upgrade the MAS
server to the GA MAS build.
Service Packs are installed on your base software and contain the latest software updates.
These updates should be deployed on a system as outlined in the readme instructions for each
updated.
The following patches are required to be installed after the installation of Service Pack 1 on your
system.
Patch Name Version

AvayaAura_CCCC_6.0.201.1-0056_Patch Build 0056
AvayaAura_CCMA_6.0.201.20-0065_Patch Build 0065
AvayaAura_CCMA_6.0.201.21-0096_ Patch Build 0096

AvayaAura_CCMM_6.0.201.20-0106_Patch Build 0106

AvayaAura_CCMS_6.0.201.1-0059_Patch Build 0059
The following patches are optional to be installed after the installation of Service Pack 1 on your
system.
If you are running a migration from NES CCMS 6.0 or NES CCMS 7.0, the following patch is
required
Patch Name Version

AvayaAura_CCCC_6.0.201.2-0075_Patch Build 0075
If you are running UNE traffic
Patch Name Version

AvayaAura_CCMS_6.0.201.2-0083_Patch Build 0083
Networking Optimisation of the Agent Desktop
Patch Name Version

AvayaAura_CCMM_6.0.201.22-0126_Patch Build 0126

Software Downloads
All Avaya Aura Contact Center software will be available from the following location.
http://support.avaya.com/css/appmanager/public/support/Downloads/P0793/6.0.x/C201089102458380_9
Service Packs
When you browse to this location you will see:
Avaya Aura Contact Center 6.0 Service Pack 1
Compressed Bundle Information

Bundle Name AvayaAura_ContacCenter_6.0_ServicePack_01.zip
Bundle Password None
Number of Files 1
MD5 Checksum c721a18c2eb5a786ad3d32015a087d88
Total Size 1,094,323,122 bytes (1.01 GB)
When the file is downloaded you should open file

AvayaAura_ContacCenter_6.0_ServicePack_01.zip using Winzip or similar application.
The contents of the compressed image can then be extracted a location on your hard-disk.
Additional Patches
When you browse to the Service Pack location you will also see the additional patches:
Patch File Name Checksum

AvayaAura_CCCC_6.0.201.1-0056_Patch.zip 392ec1a2d34fefc438706fc6cb69f0ab
AvayaAura_CCCC_6.0.201.2-0075_Patch.zip 9e6020f0b4e0089b4738c5e784e9586c
AvayaAura_CCMA_6.0.201.20-0065_Patch.zip 225862a20f6afbf4c6fe5dff745e4797
AvayaAura_CCMA_6.0.201.21-0096_ Patch.zip 350b16e0265d0297cb66c9eeebb839b2
AvayaAura_CCMM_6.0.201.20-0106_Patch.zip eb88fc5e5c04170ea5a20228ff044f6c
AvayaAura_CCMS_6.0.201.1-0059_Patch.zip 67c938b1537f1f3cb73b624b88045ffd
AvayaAura_CCMS_6.0.201.2-0083_Patch.zip 2044970dfe1c41fbaade9caf6c6f2a10
AvayaAura_CCMM_6.0. 201.22-0126_Patch.zip 7d5feec65a3d5ad663c692af791f1814
When all files are downloaded you should open file the zip files using Winzip or similar
application. The contents of the compressed image should then be extracted a location on your
hard-disk.

Remote Access
The AACC product will be supported during beta trial using the Remote Desktop Connection
(RDC) Microsoft Windows utility.
This utility will allow the Avaya support or design resource to remotely access the customer
server from a remote PC and be able to administer the server as if logged in directly to that
server.
RDC uses port 3389 so this port should be enabled on all co-resident or standalone servers in
the AACC solution installed.

AACC Product Installation
Pre-Requisite Software
Pre-Requisite Software does not install successfully
When you launch setup.exe a number of pre-requisite software are installed on your system to enable the
successful installation of your AACC software.
A problem could be encountered with the installation of the Microsoft Visual C++ Runtime Libraries (x86)
Redistributable Setup. If you encounter this problem you will receive the following error message:
This issue is a know problem and is caused by An unsuccessful install of prior Windows Updates OR Custom MSI
packages could have left over faulty registry keys under HKEY_LOCAL_MACHINE\COMPONENTS. The Microsoft
knowledge base article, KB 970652, (http://support.microsoft.com/kb/970652/en-us ) outlines the problem and
provide a link to a resolution.
To address the problem please follow the steps as outlined in the Microsoft article
http://support.microsoft.com/default.aspx?scid=kb;EN-US;946414

DVD Controller
Pre Installation Instructions
INSTALLATION OF PRODUCT UPDATES
It is highly recommended that that you update your system with the latest product updates when
setting up your system.
Product Updates should be downloaded to the local system prior to the installation of your
AACC software. During the installation you will be prompted to provide the folder where these
updates are located.
ADDING ADDITIONAL AACC SOFTWARE COMPONENTS:

This is only applicable if you are adding new software components to an already installed
system.
Before proceeding with the installation of additional components ensure that the following
services are stopped:
• All Contact Center Services via SCMU
• CCMA SymposiumWC service via Microsoft Services console
• CCT Contact Center Tomcat Service via Microsoft Services console
INSTALLING ON A TRADITIONAL CHINESE OPERATING SYSTEM:

If you are performing an installation of Avaya Aura Contact Center 6.0 on a Traditional Chinese
operating system please contact your Avaya account Manager/representative prior to continuing
with your installation.
Installation Instructions
Q02155356 Error during migration from 7.0 to AACC 1.0 with install time patching
During the installation of the CCMM component with a database migration from NES Contact Center 7.0 an error is
sometimes displayed when applying ReleaseUpdate_06 at install-time.
Work Around:
To avoid an installation problem during the an install-time migration with an install-time patch it is recommended
that you perform the following steps:
1. Perform you Contact Center 7.0 Backup as recommended in the AACC 1.0 documentation
2. Install your AACC 1.0 CCMM component follow the installation instruction as outlined in the Installation
Guide with the following exception:
a. Do not select to migrate your data during the installation
b. Select the Service Packs to install on your system.
3. After the installation of the CCMM component perform the migration of your data from your backed-up
Contact Center 7.0 database
Post Installation Instructions

None
Configuration Issues
None.

Known Issues Awaiting Solution

Uninstalling Contact Center Components does not remove patches or service packs
During the un-installation of a contact center components the associated service pack and patches installed on the
system are not automatically removed during the un-installation process.
Work Around:
To avoid this problem occurring please remove all patches and service packs for the selected component prior to its
un-installation from the system.
To remove the patch with Contact Center Patch Manager

1. Launch the 'Contact Center Patch Manager' application
(Start Menu > Programs > Avaya > Contact Center > Common Utilities > Contact Center Patch Manager)
2. Select the patch for the component being uninstalled and click 'Remove'.

Co-Res Installations
None.
None.

None.
None.

None.

PVI Checker
Please refer to the Planning &Engineering Guide (NN44400-210), for all recommendations
regarding the minimum machine specification required. The PVI checker will block installation of
AACC1.0 on any machine that does not meet the minimum specifications.
None.

None.
None.

None.

Contact Center Patch Manager

None.
Install time patching of the AvayaAura_CCCC__ServicePack is mandatory.

None.
Prior to using the Contact Center Patch Manager for the first time you must have installed the
latest Common Components Service Pack

Contact Center Routine Maintenance

None.
None

None.
When a Restore is running do not stop the process or reboot the server. If the restore process is
interrupted, this can lead to issues with the database.
If the restore process has been interrupted, check that the Cache Instance Service is running. If
the service is running, procede with completing the restore. If the service is not running and
cannot be started from Windows Service, contact Avaya support

MBT and CS1000 SIP Installations

This section of the release notes deals with the AACC – Avaya MBT and CS1000 SIP
integrations. These should be used in conjunction with the Installation Guide.
1a) REQUIRED PATCHES ON MBT
The following list of patches is required for the AACC / MBT integration. Note that version
5.2.1.3.6 is the GA version of MBT, with which AACC is aligned. On top of this, the following
patches need to be added:
• AES Super Patch 2
The patch can be downloaded from the Avaya support location:
http://support.avaya.com/css/appmanager/public/support/Downloads/P0358/5.2.x/C20106101032583
520_7
1b) REQUIRED PATCHES ON CS1000
The following list of packages and patches are required for the AACC / CS1000 integration:
Required packages for Converged Office are: 77, 153, 164, 242, 243, 324
41, 42, 43, 50, 114, 155, 214,
215, 218, 247, 311, 324
Required packages for SIP CTI are: 77, 153, 164, 242, 243, 324
41, 42, 43, 50, 114, 155, 214,
215, 218, 247, 311, 324
Apply CS 1000 Patch MPLR29656 (required for call control and reporting)
Apply CS 1000 Patch MPLR28954 (required for TR87 control on CS1k Rls 6.0 only)
Apply CS 1000 Patch MPLR28884 (resolves 1-way speech path on SIP REFER)
Apply CS 1000 Patch MPLR27991 (resolves SIP REFER issue on Sig Server)
Apply CS 1000 Patch MPLR29180 (required for DNIS Support)
2) Set configuration on CM.

It is important that agent sets for AACC are configured as per the template described in the
following screen shots. The important point to note is that 3 Call – Appearances lines on sets
is not supported. Only 2 lines should be configured on agent sets. This means that there is a
need to remove one line appearance from the default configuration.



3) Supervisor Operation
A Supervisor cannot login to CCAD. This is the same limitation as that which existed in the
NES 7.1 Express product.
The workaround is to configure an Agent-Supervisor with a Skillset set to Standby mode.

This provides the same set of features as a Supervisor and ensures that no Contact Center
calls will be routed to the agent-supervisor.
4) Music On Hold
For MBT installations, ‘Music on Hold’ is provided by the Media Services that co-reside on
the MBT platform. Details on how to configure music on hold can be obtained from the
following Aura CM document:
Administering Avaya Aura™ Communication Manager 03-300509 Issue 5.0 Release

5.2 May 2009
Note this means that the Event Handler for ‘Music on Hold’ in SCE becomes redundant for
MBT. To be clear, this means that the Event Handler for ‘Music on Hold’ should not be
configured for MBT installations, as this will result in duplicate music files being played to the
party on hold (one from MBT, the second from the MAS).
5) DN to CC Transfer / Conference Call Flows

The following call flow is not supported for MBT Integration with AACC. This is the same
limitation as that which existed in the NES 7.1 Express product, as the call flow in question is
not a typical contact center call flow.
- Agent is active on a DN call (i.e. a call that was made out from the agent set, or a call
that came directly to the agent’s DN).
- This call cannot be transferred/conferenced to the Contact Center’s Route Point
Address.
6) Default URI
In a SIP-enabled AACC the Default URI needs to be explicitly configured. The reason for this
is that since the call is not anchored on a VDN on the CM, there is no default destination to
send a call that has encountered a routing issue.
The Default URI can be configured in the Global Settings page of CCMA, and should be
configured as a numeric value.
7) TLS Certification
The TLS certification between the AACC and the AES needs to be completed to ensure that
Agent sets can be controlled by AACC. The knowledge transfer slides have covered this
certification and should be referred to here:
http://uconnect.demoavaya.com/atk00884oenevent/event/event_info.html
8) If using trunks, CM should be configured with adequate resources to support incoming

and outgoing calls. For e.g. trunk-to-trunk transfer, this may need to be enabled in CM ->
sat -> ‘change system-parameters feature’ -> Trunk-to-Trunk Transfer.
9) Known Limitations (as per the Product Spec)
a. SIP Sets are not Supported, H323 sets only.

b. Networking is not supported
c. Support for IM Contacts on MBT is not available in AACC Rls 1.
d. No Call Forward settings can be configured on Agent Sets.

Transport Layer Security (TLS) configuration Issue
An issue has been observed when creating the Server certificate for AES. The issue was
caused by an incorrect time zone setting on the MBT server. The time zone was set to
Etc/GMT+1, but should have been Europe/Berlin, which is GMT+2 (during Daylight Savings
Time). This meant that the Cert would not be activated until an hour later since the time zone
was incorrect.
Resolution:
To avoid this problem, ensure that the time zone on the MBT server is correct.
Q02138231 IM Presence data not populated in Server Config GUI

1) IM Proxy fields are not being populated in the GUI. If IM Presence is selected during the install
the data is written correctly to the database and registry, but it is not being loaded in the GUI. If a
user enters the data and applies the changes, the changes will be applied correctly, but they won't
be loaded on a reload of Server Config.
2) After upgrade from Essential CTI check box is selected but associated fields show as disabled.
The data is still populated. If the user deselects & then reselects the check box it functions as
normal.
3) Presence, Registration and CTI fields only validate IPs and not FQDN.
Transport Layer Security (TLS) protocol selected

SIP Contact Centre (CC) has the ability to communicate in UDP, TCP and TLS protocols. Avaya
MBT requires that secure communication for CTI control be established between it and any
client who wishes to communicate with it. Transport Security Layer (TLS) is the required
protocol used to establish this secure communication.
Once the system has been configured to use TLS for CTI control, to enable SIP to communicate
in TLS a new utility has been created called Certificate Manager, see Appendix A for textual
description of how to use the Certificate Manager. This utility will allow the customer to create
and store certificates in a secure manner on the server and then enable TLS communication
with Avaya’s MBT.
Appendix B also contains a series of screen shots on how to use the Certificate Manager. This
complements Appendix A which has more detail.
Note: Services must be restarted if the securities certificates have not been configured
beforehand see Appendix A; and/or if TLS has been selected from another protocol already
been used, i.e. A change from TCP to TLS for example. This is due to the fact that SIP needs to
load in the security certificates once they have been created and this can only be done on start-
up.

Appendix C is a step by step guide on how to sign a certificate, get a root certificates from a
Certificate Authority. This appendix has a series of screen shots which will guide the user
through this process.
SIP Resiliency Issues

Acquisition failure for agents connecting to CCT following a HA switchover.
Upon connecting to CCT, multiple agents could get an acquisition failure error after a HA
switchover. The reason this occurs is because all the CSTA sessions for agent's DN have been
used up. This will happen to an agent who has not received any voice calls during the
switchover. The solution is to increase number of sessions for the DNs (the default number of
sessions per DN on CS1K is set to 3).
Procedure steps
Step Action
1 Contact the Avaya Communication Server 1000 expert to make configuration changes to
number of sessions for a DN.
HA Utility becomes unresponsive

After a large number of switchovers, the HA utility may become unresponsive and a delay will be
noticed between switching between tabs.
Procedure steps
Step Action
1 If this occurs, launch Windows Task Manager. The HA utility will be running under a
java*32 executable. Kill this process and re-launch the HA utility. This operation will have no
effect on the HA operation
Media Application Services (MAS)

All SIP Contact Center Installations require a MAS server to provide media services. This
section details the steps required to install the latest MAS QFE (Patch) on the MAS server.
There is also a section detailing the MAS upgrade process for Pre-GA installations.
Installing MAS QFE
A QFE (MAS Patch) is available for the GA Contact Center MAS build (MAS 6.4.0.153) and
should be applied to all MAS systems, both Co-Res and standalone. The QFE (QFE-platform-
6.4.0.153-0001-win.zip) is available from the following location:
http://support.avaya.com/css/appmanager/public/support/Downloads/P0793/6.0.x/C201089102458380_9
Please download the file and extract the README.txt file to a separate location. Then follow the
instructions contained within the readme to install the QFE on your MAS.
Upgrading Pre-GA versions of MAS
Contact Center MAS installations installed with a DVD Version lower than the GA (152) version,
have the Beta (6.4.0.112) build of MAS installed. These installations must have the MAS
installation upgraded to the GA (6.4.0.153) build.

The MAS update (InstallerMAS_6.4.0.153_2010.06.02.exe) is available from the

/MAS/MAS_153 folder at the following FTP location:
FTP Server Top Level Folder Login Username Guest Password

ftp.avaya.com incoming/guests/NGCC/NGCC1-0 NGCC1-0 72rfGHvb
Download the file and copy to your NGCC/MAS server.
Now double click on the InstallerMAS_6.4.0.153_2010.06.02.exe and follow the instructions to

install the upgrade. You do not need to remove the previous version of MAS.
Once the upgrade to build 153 is complete, follow the ‘Installing MAS QFE’ section above to
install the latest QFE on the upgraded MAS.

CS1000 AML Installations
Communication Control Toolkit

None.
Install time patching of the AvayaAura_CCT__ServicePack is mandatory.

None.
None.

Q02151183 CCT8: Unable to log in agent by CC object after restart CCT service on CCT SA
This issue was only seen on one test bed and is not reproducible.
Issue details:
After upgrading the solution to RU_06 it may not be possible to login agents. CCMS can not replicate
with CCMS.
Workaround:
Restart the CCMS_OAM_CMF_Service or restart the CCMS server.

Issues Common to all Installations
Contact Center Manager Server

Select Networking Optional Feature
If the license option that is been selected for the install is Enterprise (Corporate or Nodal)
and the optional feature Networking is been selected, then the SP1 should be installed as
part of an install time patch. If the SP1 has not been selected as an install time patch, and
installed post install, then Server Setup Configuration will need to be run post the installation
of the SP1.
If this step is not performed then the NDL OAM service will fail to start on the server.
Q02142727 Networking option should not be available in Installer if NCC install

If the license option that is been selected for the install is NCC, an optional feature of
Networking will be available on the DVD install screen at the License interview stage.
Do not select this option as installing NCC implies Networking. If Networking is
selected at this stage, then the HDM service will not start after a reboot
Install time patching of the AvayaAura_CCMS__ServicePack is mandatory.
Q02138296 CCMS8 OAM: FirstBoot compilation of scripts should only be run on fresh install
When performing a migration, post install the following key
HKEY_LOCAL_MACHINE\SYSTEM\ControlSet001\services\OAM_Service\FirstBoot
Should be set to 0.
Q02137248 CCMS8:Enterprise license was downgraded to Essential after restoring DB from CC7
After a restore of a CCMS 6.0 or 7.0 license, the package will be defaulted to Essential. The license
offerings have changed from 7.0 to 8.0. When the 7.0 database is restored, then the old settings are
restored.
After a migration has been run post install, then Server Setup Configuration must be launched and
the correct package and optional features need to be selected. Simple License Mappings
• CCS200 => Enterprise
• CCS300 => Enterprise + Networking Optional Feature
• CCS350 => NCC
• Express (voice only) => Essential
• Express (multimedia included) => Enterprise

The default password for the sysadmin user has been changed from nortel to avaya1.

Q02142618 CCMS services not starting after reboot - INTERMITTENT
After a reboot of the CCMS server, the services do not startup automatically. To work around this
problem, launch SCMU manually and start Contact Center

License Manager

None.
License options have changed in AACC 6.0; Simple License Mappings from CCMS 7.0 to
AACC 6.0 are as follows.
CCS200 => Enterprise
CCS300 => Enterprise + Networking Optional Feature
CCS350 => NCC
Express (voice only) => Essential
Express (multimedia included) => Enterprise
.

None.
None.

None.

Server Utility

None.
Install time patching of the AvayaAura_CCMSU__ServicePack is mandatory.

None.
None.

None.

Contact Center Manager Administration

Ensure that you have accurately completed the Section ‘Installing operating system
components for Contact Center Manager Administration’ from the Next Generation Contact
Center Installation document NN44400-311. Failure to correctly install the required Operating
System roles before installing the Contact Center Software will result in a failed installation.
The Sybase Open Client is only required on the CCMA server if the server is going to be used to
manage a pre 7.0 CCMS or NCC server.
Changes to CCMA Backup & Restore

1. The Win2008 feature “Windows Server Backup” is no longer required on the CCMA server in
order to run backups. (Note: This feature is still required in order to restore an AACC 6.0
CCMA backup that was taken prior to this service pack.)
2. CCMA data is now backed up to one single file. The file-name is auto generated using a
current date /time and is a .package extension. This allows multiple backup files to be
created on a single network share (this was not supported by Windows Server Backup)
3. There is no limitation on using FAT32 partitions to store backup files.
4. The backup procedure is identical to that used prior to this update; the output will be in a
“.package” format.
CCMA Restores:
This procedure has changed and is illustrated by the screen captures below:
1. Click on the Restore Tab to being the CCMA restore.
2. Choose the backup file to restore. These are date/time stamped by default.

3. Click on “Restore Files”

4. The restore completes.
Install time patching of the AvayaAura_CCMA__ServicePack is mandatory.
Preserve customer data:
Note that this feature is not supported by AACC. To preserve customer data for this build:
• Perform a full back of the system using the CCMA backup/Restore application
• Uninstall CCMA (no preserve customer data option)
• Install CCMA
• Restore data from the backup
Custom Historical Reports created with pre 9.0 Crystal Designer may not work correctly:
Custom historical report templates that were created using a version of Crystal designer prior to
9.0 may not display correctly when run through this release. Certain fields on the reports are no
longer supported by the Crystal Reports 2008 runtime. The reports must be updated to replace
these fields. Please contact the CCMA team if this issue arises.

Q02143947 Intermittent CCMA session timeout and login failure requiring IIS process recycle.
An intermittent error has been reported whereby the CCMA session displays a timeout error and

subsequently login attempts to CCMA fails with an “invalid password” or “http:500” error. If this
issue occurs on a system that is co-res with CCMM, the CCMA_DefaultAppPool should be recycled
within the IIS management console. If the issue occurs on a system that is not co-res with CCMM,
IIS should be reset on the CCMA server using the “iisreset” command from the “Start-Run”
command box.
In addition, the Wclient_DA_COM.exe process should be killed it appears within the Windows Task
Manager.
Q02143947 Unable to launch OCMT on certain client PCs.

When launching the OCMT client, a “Permission Denied” dialog appears on certain client PCs. This is
caused by a Microsoft patch which restricts access to the functionality required to lauch the OCMT
client.
This issue is resolved by patch AvayaAura_CCMA_6.0.201.21-0077_Patch.
Q02165524 Error adding SIP agent with multiple sections in domain portion of URI e.g.
sip.avaya.com
Incorrect validation on the SIP URI field results in an error popup when the domain portion of the
URI contains more than one “.”.
This issue is resolved by patch AvayaAura_CCMA_6.0.201.21-0077_Patch.
Q02166844 XML Error on NCC routing table assignment page

An error appears when clicking on a site under the Assignments node for an NCC. The error states
that “Load XML string failed”. This will be resolved in the next software patch.

Communication Control Toolkit

None.
Install time patching of the AvayaAura_CCT__ServicePack is mandatory.

None.
None.

Q02154002 CCT8.0 - Admin: Unable to add user with underscore (_) in Login Name
The CCT WebAdmin tool will not allow the adding of Windows user names which contain an
underscore “_”.
Workaround
Use CCMA to add and assign Windows users to agents. This is the preferred method.
Q02142519 CCT8 a blank address appears after launching CCT WebAdmin

After launching the CCT WebAdmin using IE8, the browser flags a dialog asking to add a blank URL
http:// even if the CCT server address has been added as a trusted site.
Workaround
Click the cancel button to continue or selection the option to not present the dialog in future and
continue.

Contact Centre Multimedia

Ensure that you have accurately completed the Section ‘Installing operating system
components for Contact Center Manager Administration’ on page 57 of the Next Generation
Contact Center Installation document NN44400-311. Failure to correctly install the required
Operating System roles before installing the Contact Center Software will result in a failed
installation.
Install time patching of the AvayaAura_CCMM__ServicePack is mandatory.
Note: AAAD web page can state that “This machine has the correct version of the .NET
Framework 3.5 installed.” When it is not installed as on an Agent Desktop PC if the Microsoft
.NET 3.5 framework is installed and then uninstalled from the PC the Microsoft Internet Explorer
browser sometimes does not pick up on the uninstall and sends the incorrect information to the
CCMM Server. This does not affect install or launch functionality of the web page.
Migration from 6.0/7.0 system

If the CCMA name is different from the CCMA being used to launch the CCMM Admin, you will
be unable to launch the CCMM admin tool.
• Launch the "Service Control Utility" in D:\ Ayava\Contact Center\Multimedia
Server\Common Utilities\SericeControlUtility.exe
• Right click on the CCMA Server in the lower left and click Edit
• Login and Change the CCMA to the correct CCMA name. Use the login credentials U:
“GeneralAdmin” P: “__ccmm!”.
• Launch CCMM Admin from the CCMA
Important Note: Predictive Outbound is not supported in DVD142.
None.
Q02121544 CCMM8: Agent browser incorrect after uninstall of .NET 3.5.

After uninstalling the Microsoft .NET 3.5 framework on an Agent desktop. Launching Agent Desktop
does not detect that .NET 3.5 isn’t on the client. This is due to Internet Explorer passing incorrect
information about its environment to CCMM server. This is a core Microsoft issue.
Q02165421 AAAD performance in a high latency network

Running AAAD over a network with high latency will adversely impact its performance. AAAD
should run over a network with sufficient speed and bandwidth. Minimum requirements for the
network will be specified in the P&E guide.

Q02164298 CCMM: MCMC Service restarting after service shutdown on SIP/CoRes Systems
The MCMC service restarts intermittently after getting shutdown. This is due to the service recovery
settings in Windows Service Control. By default these are set to restart the service after 1 minute if
it terminates. On shutting down the MCMC service there is an intermittent issue where the service
terminates instead of shutting down cleanly hence the service is restarted by service recovery.
Workaround(to get MCMC service to remain shutdown):
Switch off the failure recovery in Windows Service manager using the following steps:
1. Launch Start->Run
2. Enter “services.msc” and enter
3. Select the service “CCMM Multimedia Contact Manager”, Right click and select properties.
4. Select the “Recovery” tab.
5. Change the settings under First, Second and Subsequent failures from “Restart the Service”
to “Take no Action”
Note: Setting should be changed back to “Restart the Service” when system operational.
** Users who did not install the AvayaAura_CCMM_6.0.201.0-0036 _ServicePack at install time
and are installing the Service pack manually (e.g. Beta users) may encounter an error during the
AvayaAura_CCMM_6.0.201.0-0036 _ServicePack installation because of MCMC restarting.
Carry out steps 1 -> 5 above to prevent MCMC restarts and install the service pack again.

Service Creation Environment

None.
Install time patching of the AvayaAura_SCE__ServicePack is mandatory.

None.
None.
Q02114816 SCE : Can't download .msi as it's not digitally signed

Details:
The install of SCE onto the users desktop fails because of unknown publisher
Workaround:
During the download of the Service Creation Environment, when prompted with the dialog to ‘run’
or ‘save’ the ‘Service Creation Environment.msi’, the user should click on the ‘save’ option to save
the .msi locally, they can then double click on the file which will take the user through the wizard to
install the latest version of the Service Creation Environment.

Q02143115 The wrong SimpleGreeting appears for a SIP/OCS system

Details:
By default, during an install of SIP, the wrong version of SimpleGreeting is copied onto the server.
The version that is copied over is intended for CS1k (AML) as it has references to Play Prompt. The
user will know it’s incorrect as it will have an invalid state.
Workaround Steps:
1) Right click on the invalid SimpleGreeting application
2) From the context menu select delete and delete the applications
3) Right mouse click on the application folder and from the context-menu, select new
application.
4) Type in the name of the flow i.e. SimpleGreeting
5) From the drop-down menu select the SimpleGreeting template.

Security Framework

None.
None.

None.
None.

Trace Control Utility

None.
None.

None.
None.

None.

Log Archiver Utility

None.
None.

None.
The Log Archiver provides a feature where archives can be copied (or mirrored) to a DVD.
There is, however, a limitation in a Microsoft API that is used by this feature to communicate
with the DVD drive hardware. As a result, certain DVD drives will not work. Microsoft does not
provide a list of compatible drives so it is impossible to comprehensively state which drives will
or will not work. The following two lists detail the hardware that was tested in the Avaya test
labs.
Drives that work: LG GSA-2164D, LG GCC-4482B, LG GCC-T10N, LG GCC-T20N, Optiarc AD-

5560A, TEAC DV-W28EAW, TSST SH-S182M
Drives that do not work: TSST TS-L463A
It is expected that most drives will not exhibit the problem. To check if your drive is supported,
open the Log Archiver configuration window, click the Settings tab, click the Mirror Settings
button, select the Disc tab and click on the Detect Media button. If you see the error message
below, your drive is not supported.

None.

Feature Specific: Multiplicity

None.
None.

None.
None.
Known Issues Awaiting Solution:
Q02137735 [M&I] Agent By Skillset Post Call Processing stat not working with Multiplicity
Details:
Post Call Processing (also known as After Call Work) is the time the agent spends performing
activities relating to the contact that has just been completed. The agent signals the start of PCP by
entering the Not Ready state. When the agent is working on multiple contacts PCP is not pegged
until the last contact is released.
Workaround:
No workaround currently available.

Appendix A – Certificate Manager User Guide
Certificate management for SIP-CCMS

Session Initiated Protocol (SIP) is an application-layer control (signaling)
protocol for creating, modifying, and terminating sessions with one or more
participants.
In Next Generation Contact Center, SIP-CCMS enables secure communication

between the Media Application Server (MAS) and the PABX platform.
The SIP CTI link between CCMS and AES employs the protocol, Transport
Layer Security (TLS), to provide this secure communication. TLS is enabled
through the use of signed security certificates, utilizing public and private
encryption keys, which enable SIP-CCMS to recognize other servers over a
network.
The SIP-CCMS Certificate Manager is a graphical user interface application

which is password protected. It generates certificate signing requests (CSR).
Certificate Authorities use the certificate signing requests to create a signed
certificate. The certificate Authority also supplies a root certificate. The signed
and root certificates are stored in the Certificate Manager.
A signed certificate has to be signed by a certificate authority. The certificate

manager does not have this feature.
Prerequisites
• Install Contact Center Manager Server. See Avaya Next Generation
Contact Center Installation (NN44400311).
• Commission Contact Center Manager Server. See Avaya Next Generation
Contact Center Commissioning (NN44400312).
Navigation
• Creating a Certificate Store using Certificate Manager
• Generating a Certificate Signing Request File
• Signing aGenerating a Certificate Signing Request File
Signing aGenerating a Certificate Signing Request File (CSR)

When the Certificate Manager has generated a Certificate Signing Request (CSR), it must be
signed by a trusted Certificate Authority (CA) before it can be used to establish a secure
communication channel with another server.
The user has the choice of several companies which deal with signing certificate signing
requests for customers. The other option is to promote a windows server to be a certificate
authority, but please note this private CA will not be trusted by other companies and is trusted
inside that organisation sphere of influence only.

The following steps are based on having your own CA and not using a third party CA
1. Using the CA web service to issue requests : type in http:\\ CAserverName\certsrv into
a browser
NOTE: When creating certificates for SIP CC and MBT connectivity there is a
requirement for a custom certificate template. It is based on a Web Template but
with the addition of Client and Server Authentication. Please refer to Annex D
of the Avaya Aura Application Enablement Services Implementation Guide
for MS LCS 2005 or MS OCS 2007 on how to create this template.
Create this custom certificate template on your CA before attempting to sign a

certificate that is to be used for SIP CC MBT connectivity
2. Enter in the Administrator username and password: This allows access to the CA server
web site. See below
3. From the options shown, select the Request a Certificate option and then
select Advanced Certificate Request
4. Select the second option Submit a certificate request by using a base-64-encoded
CMC or PKCS #10 file, or submit a renewal request by using a base-64-encoded
PKCS #7 file.
5. The next stage is where we copy the contents of the CSR file generated earlier into
the Saved Request field. SIP CC and MBT require a custom template to be generated; it
is basically a Web Server template with the addition of client and server authentication.
Select this template before hitting Submit
6. Leave the encoded option in DER and select the Download certificate link.
7. Save the file onto your server. It will be named certnew.cer.
8. This is now the signed certificate. Place this back on the server for which it is assigned
to and then add it to the certificate store using the Certificate Manager Utility.
• Adding a Certificate File to the Certificate Store

• Removing a Certificate File from the Certificate Store
• Examining the contents of Certificates in the Certificate Store
Creating a Certificate Store using Certificate Manager

The Certificate Manager creates a store which holds the private keys, signed
certificates and Certificate Authority root certificates. Create the certificate
store after CCMS is installed. The certificate store is password protected.
Procedure steps
StepAction
1 Log on to the server where you want to create the certificate store.
2 Click Start, All Programs, Avaya, Contact Center, Common Utilities.
3 Select Certificate Manager.
4 In the Certificate Store tab, FQDN and Password fields are mandatory,

The rest of the fields are optional. They can be left blank if desired. But it is
recommended to fill in these fields if an external Certificate Authority is
signing a Certificate Signing Request (CSR).
Attention: The FQDN must be the full machine name of the server that the Certificate
Store resides on. It is also case sensitive. This field is auto populated with the FQDN
read from the underlying operating system. It can be modified if required. The
password fields have been pre-populated with a default password “__avaya” (double
underscore followed by name). This can be changed to a bespoke password if
desired
5 Once all of the information required is entered, Select Create Store, the
private key is created that is used in the private-public key encryption.
6. This will automatically bring up the Certificate Request tab displaying the
newly created Certificate Signing Request file contents.
--End--
Variable definitions
Variable Value
Full Computer Name (FQDN) The hostname and parent domain which fully
qualifies the computer where the store is created.
For example: <computerX.DomainY.com>
Name of Organization unit The department or division within a company.
Name of Organization The company name.
City or Locality The city or district where the system is located.
State or Province The state or province where the system is

located.
Two Letter Country Code The country code where the system is located.
Certificate Store password Choose a password to access the certificate

store. This must be at least six characters long.
Enter in the same password entered in the
Confirm Store password
Certificate Store password field.
Gaining access to the certificate Manager after creating the store

Once the store has been created, the next time the certificate manager is
launched a dialog will prompt for a password. The user will only have to enter in
this password once and if successful will have access to the certificate manager
features. If the password is entered incorrectly, certificate manager will still
launch, but once the user attempts to access the store via certificate manager
they will be denied and a message informing them so.

Generating a Certificate Signing Request File

The Certificate Manager generates Certificate Signing Requests (CSR)
automatically when the store is created. The Certificate Request tab is shown to
the user when they first create the Certificate Store.
The tab displays the contents of the Certificate Signing Request (CSR) file which
can be copied directly and signed. Or if they wish to, the tab also displays the
location of the physical CSR file on the hard disk. This can also be copied and
emailed to an external Certificate Authority for signing.
The customer can take the CSR to a Certificate Authority or its own Certificate
Authority and receive a signed security certificate. The system can use the
signed security certificate to configure a trust relationship between servers.
If the Certificate Signing Request (CSR) is not signed straight away, the next time
the user logs in they have to select the tab and the contents of the CSR file will
still be present along with the Signing Request Status field indicating Pending
status.
Once signed and placed into the store via the Add Certificate Tab this status will
change to Signed status to indicate to the returning user that this CSR has been
signed already.
Prerequisites
• Speak with your System Administrator on how to obtain a signed certificate
and root certificate from a Certificate Authority.
• Save both signed and root certificates as DER format using the custom
AES template.
Procedure steps
StepAction
1 Log on to server containing the store.
4 Select Certificate Request tab.
5. Check to see if the CSR has been signed, if not proceed to sign it.
9 Select Close.
Attention: After you complete this process, the certificate must be signed by a
Certificate Authority. Contact your System Administrator for the preferred method for
obtaining the signed certificate request file. Save the signed certificate on the server
containing the Certificate Store.
--End--

Variable Value
Certificate Store Status Indicates if the Certificate Store has been created.
Signing Request Status Indicates if the generated Certificate Signing

Request being displayed has been signed and
added back into the store
Pending being no and waiting for a signed
certificate to be added back into the store
Signed being yes, it has been taken away, signed
by a specific Certificate Authority and added back
into the store.
File Location Location of the Certificate Signing Request file.
Contents Field Displays the contents of the Certificate Signing

Request file, this can be copied directly from the
field and signed.
Signing aGenerating a Certificate Signing Request File (CSR)

When the Certificate Manager has generated a Certificate Signing Request (CSR), it must be
signed by a trusted Certificate Authority (CA) before it can be used to establish a secure
communication channel with another server.
The user has the choice of several companies which deal with signing certificate signing
requests for customers. The other option is to promote a windows server to be a certificate
authority, but please note this private CA will not be trusted by other companies and is trusted
inside that organisation sphere of influence only.
1. Using the CA web service to issue requests : type in http:\\ CAserverName\certsrv into
a browser
NOTE: When creating certificates for SIP CC and MBT connectivity there is a
requirement for a custom certificate template. It is based on a Web Template but
with the addition of Client and Server Authentication. Please refer to Annex D
of the Avaya Aura Application Enablement Services Implementation Guide
for MS LCS 2005 or MS OCS 2007 on how to create this template.
Create this custom certificate template on your CA before attempting to sign a

certificate that is to be used for SIP CC MBT connectivity

2. Enter in the Administrator username and password: This allows access to the CA server
web site. See below
3. From the options shown, select the Request a Certificate option and then
select Advanced Certificate Request
4. Select the second option Submit a certificate request by using a base-64-encoded
CMC or PKCS #10 file, or submit a renewal request by using a base-64-encoded
PKCS #7 file.
5. The next stage is where we copy the contents of the CSR file generated earlier into
the Saved Request field. SIP CC and MBT require a custom template to be generated; it
is basically a Web Server template with the addition of client and server authentication.
Select this template before hitting Submit
6. Leave the encoded option in DER and select the Download certificate link.
7. Save the file onto your server. It will be named certnew.cer.
8. This is now the signed certificate. Place this back on the server for which it is assigned
to and then add it to the certificate store using the Certificate Manager Utility.
Adding a Certificate File to the Certificate Store

The certificate manager can add both signed certificates and Certificate
Authority root certificates to the store. There are two options when adding
signed and root certificates.
Automatically
This is where the user selects the folder which contains the signed and
root certificates. Once folder is selected they can select Add all
Certificates which will automatically determine which a signed
certificate is and which is a root certificate and add them to the store
accordingly.
Note: If multiple signed and root CA certificates reside in the store, the
will all be added blindly, but there can only be one signed certificate
and if one exists already the user will be prompted to overwrite or
cancel the operation. Subsequent signed certificates are then added
but are not used in this release.
Manually
This is where the user can browse for individual signed and root CA
certificates and are added on a one by one basis. There are individual
fields specifically for signed and root CA certificates.
A check is performed before the certificate of choice is added and if an

attempt to add a signed certificate in the root CA certificate field the
user will be informed.
The same applies in the manual insertion of signed certificates, if one

exists already the user will be prompted to overwrite or cancel.
Prerequisites
• Save the Certificate files on your certificate store computer.

Procedure steps
StepAction
4. Go to the Add Certificate tab.
6 Depending on what insertion option taken:
Auto: Browse to a directory which contains the certificates and then
select the Add all Certificates button
Manual: Based on the type of certificate you wish to add, browse to its
location and either selects Add CA Certificate button or Add Signed
Certificate button
7 Select Close.
--End--
Variable Value
Radio Buttons Add Certificates Automatically is enabled by

default
Add Certificates Manually is disabled by default
To enable/disable either select its radio button.
Auto: Browse button Select the folder on the server where the
certificates are stored
This will list all of the certificates that reside in the
Auto: Select folder field
directory selected.
Once pressed all certificates in the directory will
Auto: Add All Certificates be added. If a signed certificate exists already a
button dialog will prompt to overwrite or cancel.
Manual: Browse (signed and There are two separate browse buttons, one for
root) signed certificates and one for manual. Both allow
the user to select the file to be inserted in the
store.
Manual: Add Root Certificate

This will display the certificate selected.
Manual: Add CA Certificate

This will add the root CA certificate to the store
button
This will display the certificate selected

Manual: Add Signed Certificate

Manual: Add Signed Certificate This will add the root signed certificate to the
button store.
Removing a Certificate File from the Certificate Store

The certificates added to the store manager can be removed using the Store
Maintenance tab of the Certificate Manager.
Prerequisites
• Save the Certificate files on your certificate store computer.
Procedure steps
StepAction
4 Select the Store Maintenance tab,
5 In Certificates list, select the certificate(s) to remove.
6 Select Remove, to remove the selected certificates from the store.
7 Select Close.
--End--
Variable Value
Certificates List of certificates saved in the store. One or

certificates can be selected for removal.

Refresh button Will refresh the list if required. The list is
automatically updated when a certificate(s) is
removed.
Examining a Certificate from the Certificate Store

The certificates added to the store manager can be viewed using the Display
Certificates tab of the Certificate Manager.
Prerequisites
• Certificates must have been added already to the store to view them
Procedure steps
StepAction
4 Select the Display Certificates tab,
5 Select the certificate in the list to view its details.
6 Select Close.
--End--
Variable Value
Select Certificate Choose a certificate to examine.
Certificate Detail Displays detail of the certificate selected

Refresh button Updates list if required.

Appendix B – Certificate Manager Guide (screenshots)
Certificate Store tab
The FQDN must match the value entered into AES where the server is placed in as a trusted
server. Choose a password; enter in values to the other fields if you wish as they are not
mandatory and hit Create Store.
This will effectively create a Certificate Store in the following location

D:\Avaya\Contact Center\Manager Server\iccm\sgm\TLSCertificates

You should see the following screen if it has created the store
Upon creating the store a Certificate Signing Request is created automatically and the contents
of the file are displayed on this tab. The user can copy this directly and get it signed or they can
go to the location of the CSR file, shown in the tab, and copy it from there or email the file to an
external CA for signing.
Note the Pending signing status, this is to inform users that don’t sign the CSR straight away
and they close and log back into CM that it needs to be done. Once signed and the signed
certificate placed into the Certificate Store this status will change to Signed.
If there are any errors they will be logged in the log directory under Common Components

D:\Avaya\Logs\Common Components
File Name : CC_CMLogging.log
Once the store is created and you close the Certificate Manager, when re-launched the
Certificate Manager will prompt you for the store password.
This password is used when accessing the features of the Certificate Manager and if entered in
incorrectly, even though the Certificate Manager will launch, it will not allow any access to its
features. The user will be presented with the following message. Close Certificate Manager and
re-enter the password again.
“No access due to incorrect password submitted”

Generate Certificate Signing Request (CSR) Tab

As show already, this tab is display automatically when the store is first created. Once you sign
the CSR file and place the signed file back into the store the screen should look like this.

Add Certificate Tab

Once you have the signed certificate and the root CA certificate you add them via this tab. There
are two options, Automatic or manual.
Automatic allows you to select a folder which contains both the signed and root CA, and just
press Add All Certificates button. The CM will determine which are root and Signed certificates
and add accordingly.
Manual allows the user more control of what type they wish to add one at a time

You should see the message:

“Certificate successfully added”
If not then go the log to see what might be wrong.
Certificates to be added
As before you must add a signed and root certificate for SGM to launch.

Store Maintenance Tab

To be able to look at what certificates are in the store and to remove them this tab will allow the
user to do so.
This will enable the Remove button which will remove any selected certificates from the store.
Multiple certificates can be removed.

Display Certificates Tab

This will allow the user to select from a list and examine the contents of the certificate.
Select one of the entries and the details of the certificate will appear in the Certificate Detail
window as shown below.

Change Password
Certificate Manager allows the user to change the password entered in when the store was first
created. On the Certificate Store tab , select the change password button and change the
password as required.
Help
There is online help which can be accessed via the Help button or the Help Menu.


Troubleshooting
Keytool is the command line tool that can be used to add/remove/etc items from a Certificate
store. You can use this to see if the certificates have been added.
Keytool is part of the JRE and a quick search should locate it on the hard disk. Generally it is in
the following location:
C:\Program Files\Rational\Common\java\jre\bin
So some simple commands to check out the keystore
Check which certificates are in a Java keystore
keytool -list -v -keystore D:\Avaya\Contact Center\Manager Server\iccm\sgm\TLSCertificates\sgmkeystore
This will list out the contents of the store
Delete a certificate from a Java Keytool keystore
keytool -delete -alias XXX -keystore D:\Avaya\Contact Center\Manager

Server\iccm\sgm\TLSCertificates\sgmkeystore
XXX in our case is cacert or signedcert

Appendix C – Certificates
How to … prepare for security certificates

Certificate Manager
The new Certificate Manager utility has the ability to generate certificate signing requests (CSR).
The generation of these files is only the first step in obtaining a security certificate for the SIP
contact center. See Appendix A for step by step guide of the Certificate Manager
The next step is to sign the request, and to do this requires the following infrastructure to be in
place beforehand.
Note: To establish TLS communication not only is a signed certificate required, but also a CA
Root certificate. This document will show you how to obtain both

What you need to sign a CSR – Infrastructure

There are two choices when signing a CSR.
1. Go to a commercially available security certificate company and get them to sign the CSR.
This would involve a fee for a proper security certificate OR you could get a temporary certificate
with limited life from them for free. Either way you would have to pick one and send them the
CSR file to be signed.
2. Make one of your servers/domain controllers a Certificate Authority and sign the CSR inside
your own organisation. This has obvious advantages in that you can sign as many certificates as
you want and they are free with no time limitations. Disadvantages are that you CANNOT use
these certificates outside your organisation as other organisations would have no idea who
signed the certificates and therefore will not trust them.
To make a Windows 200X server a CA you need the OS DVD and add/Remove windows
components and install the additional CA component. Windows installation guides should have
the relevant information on this procedure.
So once you have a CA in place you can sign the CSR file.

Signing the certificate request (CSR)

Using the CA web service to issue requests http:\\ CAserverName\certsrv we perform the
following steps.
NOTE: When creating certificates for SIP CC and MBT connectivity there is a requirement for a
custom certificate template. It is based on a Web Template but with the addition of Client and
Server Authentication. Please refer to Annex D of the Avaya Aura Application Enablement
Services Implementation Guide for MS LCS 2005 or MS OCS 2007 on how to create this
template.
Create this custom certificate template on your CA before attempting to sign a certificate that is
to be used for SIP CC MBT connectivity
Enter in the Administrator username and password: This allows access to the CA server web
site. See below
Access to the site gives you several options

Select the Request a Certificate option and then Select Advanced Certificate Request. See
next
Then select the second option Submit a certificate request by using a base-64-encoded
CMC or PKCS #10 file, or submit a renewal request by using a base-64-encoded PKCS #7
file

The next stage is where we copy the contents of the CSR file generated earlier into the Saved
Request field. SIP CC and MBT require a custom template to be generated; it is basically a
Web Server template with the addition of client and server authentication. Create this
template and name it appropriately and then select it in the Certificate template drop box,
The screen show below shows a standard web Server template; please use the custom
one you have created instead.
Now hit the submit button to generate the signed certificate.

Leave the encoded option in DER and select the Download certificate link
Save the file onto your server. It will be named certnew.cer.

This is now the signed certificate. Place this back on the server for which it is assigned to and
then add it to the certificate store using the Certificate Utility.

Obtaining a CA Root Certificate

Again based on having your own CA. If you have selected a third party CA then they will
provide the root certificate along with the signed one.
Ensuring the CA root certificate is on the CCMS server
The CCMS server has to trust the CA that the certificate has been signed by.
See the following steps:
On the CCMS server, launch the following: CA web service again (like before)
This time select the Download a CA certificate, certificate chain, or CRL link
Select the Download CA Certificate option, again leave it as DER

and as before save it to the designated directory so that it can be read in.

Appendix D – Windows Firewall

The Windows firewall should either be switched off or the AACC Windows Firewall policy
applied to all AACC Servers.
The policy file can be imported onto a server using “Windows Firewall with Advanced Security”
under start->Administrative Tools (see below).
The current AACC Windows Firewall policy is available from the Service Pack download
location.

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Avaya Aura

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AACC 6.

Avaya Aura™ Contact Center 6.0

DOCUMENT VERSION : 0.003

Avaya Inc Proprietary 1

AACC PRODUCT INSTALLATION ............................................ 10

MBT AND CS1000 SIP INSTALLATIONS ................................. 17

CS1000 AML INSTALLATIONS ................................................. 25

Avaya Inc Proprietary 2

COMMUNICATION CONTROL TOOLKIT............................................................................... 25

ISSUES COMMON TO ALL INSTALLATIONS.......................... 26

Avaya Inc Proprietary 3

TRACE CONTROL UTILITY ............................................................................................ 40

APPENDIX A – CERTIFICATE MANAGER USER GUIDE ....... 43

APPENDIX C – CERTIFICATES ................................................ 63

APPENDIX D – WINDOWS FIREWALL..................................... 71

Avaya Inc Proprietary 4

0.001 Initial version for Service Pack 01 Mark Valentine 31/07/2010

Avaya Inc Proprietary 5

Avaya Aura™ Contact Center Software

DVD Version: Service Packs

Patch Name Version

Avaya Inc Proprietary 6

AvayaAura_CCMM_6.0.201.20-0106_Patch Build 0106

Patch Name Version

If you are running UNE traffic

Patch Name Version

Networking Optimisation of the Agent Desktop

Patch Name Version

Avaya Inc Proprietary 7

Avaya Aura Contact Center 6.0 Service Pack 1

Compressed Bundle Information

When the file is downloaded you should open file

Patch File Name Checksum

Avaya Inc Proprietary 8

Avaya Inc Proprietary 9

AACC Product Installation

Avaya Inc Proprietary 10

ADDING ADDITIONAL AACC SOFTWARE COMPONENTS:

INSTALLING ON A TRADITIONAL CHINESE OPERATING SYSTEM:

Post Installation Instructions

Avaya Inc Proprietary 11

Known Issues Awaiting Solution

To remove the patch with Contact Center Patch Manager

Avaya Inc Proprietary 12

Post Installation Instructions

Known Issues Awaiting Solution

Avaya Inc Proprietary 13

Post Installation Instructions

Known Issues Awaiting Solution

Avaya Inc Proprietary 14

Contact Center Patch Manager

Post Installation Instructions

Known Issues Awaiting Solution

Avaya Inc Proprietary 15

Contact Center Routine Maintenance

Post Installation Instructions

Known Issues Awaiting Solution

Avaya Inc Proprietary 16

MBT and CS1000 SIP Installations

1a) REQUIRED PATCHES ON MBT

• AES Super Patch 2

The patch can be downloaded from the Avaya support location:

1b) REQUIRED PATCHES ON CS1000