Avaya Aura® Experience Portal 7.0 Feature Pack 1

Release Note (Issue 7)

December 2014

Contents

Introduction

Product Information

Installation Notes

Fresh Installs

Upgrades

OVA Deployments

Known Issues

Compatibility Issues

Installation Issues

OVA Deployment Issues

System Operation Issues

External System Issues

More Information

Introduction

This document contains Experience Portal 7.0 Feature Pack 1 product information that is not included in the product documentation. This document highlights known issues about the Experience Portal product along with workarounds that are available.

Note: Before continuing, check the Avaya support Web site at http://support.avaya.com for an updated version of this document.

Product Information

The Experience Portal Documentation Library contains some information in hypertext markup language (HTML) and some information in portable document format (PDF). The HTML information is available on the Experience Portal software DVD. The PDF information is available from the Avaya support Web site at http://support.avaya.com.

See the document Avaya Aura® Experience Portal Documentation Roadmap (http://downloads.avaya.com/css/P8/documents/100183027) for a description of the various documents related to Experience Portal that are available.

To access the Experience Portal Documentation Library, place the Experience Portal DVD into a Windows system and use Internet Explorer to view the file \Documentation\VoicePortalDocLibrary\_StartHere.html.

Note: License agreements for each of the third-party components that ship with Experience Portal can be found in the Experience Portal DVD directory \Licenses.

Installation Notes

Important: Before installing or upgrading Experience Portal, please review the Known Issues section in this document for issues that are not addressed in the product documentation.

Fresh Installs

This feature pack can be used to do a fresh install of a new Experience Portal system. You do not need to install Experience Portal 7.0 before installing this feature pack.

For detailed installation procedures for non-OVA based systems, see either Implementing Avaya Aura Experience Portal on multiple servers (http://downloads.avaya.com/css/P8/documents/100183020) or Implementing Avaya Aura Experience Portal on a single server (http://downloads.avaya.com/css/P8/documents/100183021), whichever is appropriate for your installation. These guides also contain important installation worksheets that should be filled out before starting the Experience Portal installation.

Upgrades

Important: Before starting an upgrade, you should back up your existing Voice Portal or Experience Portal database. In many cases, the upgrade procedure requires you to take a backup in order to preserve your existing data. Additionally, if the upgrade fails for any reason, you will need this backup to restore your system to its prior state.

For detailed upgrade procedures for non-OVA based systems, see Upgrading to Avaya Aura Experience Portal 7.0.1 (http://downloads.avaya.com/css/P8/documents/100183026).

OVA Deployments

For instructions on how to deploy Experience Portal from OVA files in a VMware environment, see Deploying Avaya Aura Experience Portal in an Avaya Customer Experience Virtualized Environment (http://downloads.avaya.com/css/P8/documents/100183019).

Note: Deploying Avaya Aura Experience Portal in an Avaya Customer Experience Virtualized Environment contains procedures for both new deployments and upgrades of existing deployments.

Known Issues

Compatibility Issues

N/A

Installation Issues

PHP warning displayed during Auxiliary EPM upgrade

While you are upgrading the Experience Portal software on an Auxiliary EPM server, a message similar to the following might be displayed in any terminal window connected to that Auxiliary EPM server.

PHP Warning: pg_connect(): Unable to connect to PostgreSQL server: could not connect to server: No such file or directory
Is the server running locally and accepting
connections on Unix domain socket "/tmp/.s.PGSQL.5432"? in /opt/Avaya/ExperiencePortal/VPMS/CompMgrService/bin/db_usage_query.php on line 30

You may safely ignore this message. The message should no longer be displayed once the upgrade is completed.

Outcalls fail during upgrade if EPM name contains space

Applications can make outcalls using the Application Interface web service. This web service runs on the Primary EPM server and on all Auxiliary EPM servers. Normally, throughout the upgrade process at least once instance of the Application Interface web service is available to make outcalls. However, if the name of the Primary EPM or any Auxiliary EPM contains a space character (" "), then there may be a period of several minutes during the upgrade when all instances of the Application Interface web service are out of service at the same time. Note that once the upgrade is completed, all instances of the Application Interface web service will again operate correctly.

To work around this issue, remove all space characters from your EPM names before starting the upgrade.

Note: This issue does not apply if you are upgrading from Experience Portal 7.0.

ICR fails if Experience Portal certificate is changed

In some cases, when an Experience Portal server is upgraded a new security certificate is generated for that server. (Experience Portal also provides the utility GenerateServerCertificate.sh that allows you to generate a new security certificate for a server after it has been upgraded.) If your Experience Portal system includes Intelligent Customer Routing (ICR), ICR may stop working whenever a new security certificate is generated on your Primary EPM or any Auxiliary EPM sever.

To make ICR operate correctly again, you must run the ICR utility update_cert.sh. See the section Fetching certificates in the document Upgrading Intelligent Customer Routing (http://downloads.avaya.com/css/P8/documents/100176439) for the procedure details.

POM fails when Experience Portal is upgraded

In some cases, when an Experience Portal server is upgraded a new security certificate is generated for that server. (Experience Portal also provides the utility GenerateServerCertificate.sh that allows you to generate a new security certificate for a server after it has been upgraded.) If your Experience Portal system includes Proactive Outreach Manager (POM), POM may stop working whenever a new security certificate is generated on your Primary EPM or any Auxiliary EPM sever.

Additionally, when you upgrade your Primary EPM server the password for the database user named postgres is reset to a randomly generated value and access to the Experience Portal database using that account is prohibited from servers other than the Primary EPM. Both of these actions can also cause POM to stop working.

To make POM operate correctly again, refer to the document Upgrading Proactive Outreach Manager (http://downloads.avaya.com/css/P8/documents/100178576). Among other things, you may need to:

OVA Deployment Issues

N/A

System Operation Issues

Cannot view transcriptions if MPP name contains hash

The Session Detail Report can optionally display a transcription that shows the details of what happened during a session. For example, the session transcription will show all VoiceXML pages loaded, all prompts played, and all utterances spoken by the caller. The Session Detail Report, however, will fail to show the session transcription if the name of the MPP that processed the call contains a hash character ("#").

To work around this issue, remove all hash characters from your MPP names. Note that the Change MPP Server web page does not allow you to edit the name of an MPP. You must delete and re-add any MPP whose name you wish to change.

Transcription data incorrectly deleted

By design, MPP servers automatically delete transcription data for any session that does not include a phone call. This happens most often with applications that make outcalls, since it is likely that some of the outcalls will fail. Often, when an MPP deletes the transcription data for a session without a call it incorrectly also deletes the transcription data for multiple other sessions that did include calls. The result is that the Session Detail Report is unable to display the transcriptions for these other sessions.

To fix this issue, install Experience Portal hotfix 7.0.1.0.1602 (or later) on each of your MPP servers. Contact your Avaya support representative to obtain the hotfix.

Note: Transcriptions are disabled by default, so most applications are unaffected by this issue.

SSLv3 not secure

CVE-2014-3566, which is commonly known as "POODLE", is a serious security vulnerability related to the use of Secure Socket Layer version 3 (SSLv3). SSLv3 is no longer considered secure and should not be used.

To address this issue, download the script disableSSLv3.sh from https://support.avaya.com/downloads/download-details.action?contentId=C20141171256299070_6&productId=P0407&releaseId=7.0.x and run it on each of your Experience Portal servers.

Note: Even if you have previously run disableSSLv3.sh, you need to run it again after upgrading your system to Experience Portal 7.0 Feature Pack 1.

Time not displayed correctly for a time zone

Typically, Experience Portal displays times in either the local time of the Primary EPM server or in the local time of the user's web browser. Sometimes the time displayed by Experience Portal is not correct for a particular time zone because the rules for that time zone have changed recently. In a typical year, for example, there are several countries around the world that either adopt or abandon daylight saving time (also known as summer time), or adjust when daylight saving time begins or ends.

To fix time zone related display issues, update each Experience Portal server to the latest version of the Linux time zone information RPM, tzdata. Also update the time zone information used by the Java Runtime Environment (JRE) on each Primary EPM and each Auxiliary EPM server. See PSN003432u (http://downloads.avaya.com/css/P8/documents/100149873) for the procedure details.

External System Issues

N/A

More Information

Online: