Avaya Oceanalytics™ for Oceana

Avaya Oceanalytics™ for Oceana

Release 3.4 Service Pack 1

Release Notes

Avaya Oceanalytics™ for Oceana 3.4.0.1 Release Notes

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Table of Contents Publication History ........................................................................................................................................ 2

Introduction .................................................................................................................................................. 3

OceanalyticsTM for Oceana 3.4.0.1 Reports .............................................................................................. 3

Historical Reports ................................................................................................................................. 3

Real-time Reports ................................................................................................................................. 3

Configuration Reports .......................................................................................................................... 4

Avaya Oceanalytics™ for Oceana 3.4.0.1 Specifications ............................................................................... 4

Solution Components ............................................................................................................................... 4

Supported Browsers ................................................................................................................................. 4

Installing Avaya Oceanalytics™ for Oceana .............................................................................................. 4

Oceanalytics™ for Oceana Software .................................................................................................... 5

Installation ................................................................................................................................................ 6

New Installations .................................................................................................................................. 6

Upgrades .............................................................................................................................................. 6

Disaster Recovery ................................................................................................................................. 7

High Availability .................................................................................................................................... 7

Product Compatibility ................................................................................................................................... 8

Backing up the Software ............................................................................................................................... 8

Known Issues ................................................................................................................................................. 9

Issues Addressed In This Release ................................................................................................................ 12

Languages Supported.................................................................................................................................. 13

Documentation Errata ................................................................................................................................ 13

BI Administration Users – WebLogic – Data Access Control .................................................................. 13

BI Administration Users – Groups .......................................................................................................... 13

SNMP Viewer .......................................................................................................................................... 13

Disaster Recovery Post Switchover ........................................................................................................ 13

Contacting Support ..................................................................................................................................... 14

Contact Support Checklist ...................................................................................................................... 14

Contact Support Tasks ............................................................................................................................ 14


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Publication History

Issue Change Summary Author(s) Date 1.0 Avaya Oceanalytics™ for Oceana

3.4.0.1 Solution Release Notes Oceanalytics 4th May 2018


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Introduction

This document provides information to supplement Avaya Oceanalytics™ for Oceana Solution software and documentation. Oceanalytics™ for Oceana is a modular and extensible analytics and reporting platform that provides reporting of business measures. For updated documentation, product support notices, and service pack information, go to the Avaya Support site at http://support.avaya.com

Oceanalytics™ for Oceana supplies real-time and historical reporting for Avaya Oceana™ Solution. It will report across all channels supported by Avaya Oceana™ such as Voice, Chat, Email, SMS and Video.

A full list of available measures can be found within the Avaya Oceanalytics™ Insights Data Dictionary available from http://support.avaya.com

The following reports are available in Oceanalytics™ for Oceana 3.4 Service Pack 1

OceanalyticsTM for Oceana 3.4.0.1 Reports

Historical Reports

o Account By Agent Summary o Agent By Routing Service o Agent Performance Summary o Agent Performance – Top/Bottom 5 o Agent Compare o Agent Behaviour o Contact Center Performance Summary o Engagement Summary Report o Routing Point Summary o Routing Service Summary o Routing Service Summary – Contacts o Supervisor Activity o Supervised Agent Activity o Supervised Agent Compare o Time Series

Real-time Reports

o Account By Agent o Agent By Account Moving Window o Agent By Routing Service o Agent By Routing Service Moving Window o Agent Compare o Agent Instantaneous o Agent Interaction o Agent Performance Bottom 5 o Agent Performance Moving Window

http://support.avaya.com/



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o Agent Performance Summary o Agent Performance Top 5 o Contact Center Performance Moving Window o Contact Center Performance Summary o Routing Point Moving Window o Routing Point Summary o Routing Service o Routing Service Instantaneous o Routing Service Moving Window o Time in State

Configuration Reports

o Agent Configuration

Avaya Oceanalytics™ for Oceana 3.4.0.1 Specifications

Solution Components

The Avaya Oceanalytics TM for Oceana 3.4 Service Pack 1 product uses Oracle technologies. This includes

• Oracle Database 12.1.0.2 • Oracle Data Integrator (ODI) 12.2.1.0.0 • Oracle Stream Analytics (OSA) 12.2.1.0.0 • Oracle Business Activity Monitor (BAM) 12.2.1.0.0 • Oracle Business Intelligence (OBI) 12.2.1.0.0 • Oracle Real Application Clusters (RAC) 12.1.0.2 • Oracle Data Guard (included with Oracle Database 12.1.0.2) • Oracle HTTP Server 12.2.1.2.0

Details on these products are available on the Oracle support site at http://support.oracle.com

Supported Browsers

The following are the supported browsers for Oceanalytics™ for Oceana 3.4 Service Pack 1

1. Internet Explorer Version 10 and 11 2. Google Chrome Version 56-61 3. Mozilla Firefox Version 51

Installing Avaya Oceanalytics™ for Oceana

Refer to Avaya Support website http://support.avaya.com for software download details

This version of Avaya Oceanalytics™ for Oceana has been tested with Avaya Oceana™ 3.4 Service Pack 1 Please refer to Avaya Oceana™ 3.4 Service Pack 1 Release Notes

http://support.oracle.com/



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Oceanalytics™ for Oceana Software

Filename MD5 Checksum Version number

fmw_12.2.1.0.0_bi_linux64_Disk1_1of2.zip 835a8353664a64cbd5b01741ab9f4abb 12.2.1.0.0

fmw_12.2.1.0.0_bi_linux64_Disk1_2of2.zip ac2a6ff55d09bc06074e55e10eb97c84 12.2.1.0.0

fmw_12.2.1.0.0_infrastructure_Disk1_1of1.zip b73ae6fc131461ba9f764866caceeb40 12.2.1.0.0

fmw_12.2.1.0.0_odi_Disk1_1of2.zip c9db254eb259573bace52d9bc9166160 12.2.1.0.0

fmw_12.2.1.0.0_odi_Disk1_2of2.zip b242802f3089a6b500fb826f1a4386bc 12.2.1.0.0

fmw_12.2.1.0.0_soa_Disk1_1of1.zip 7cc9375bedbcc1a764b121fa4aab7a53 12.2.1.0.0

linuxamd64_12102_database_1of2.zip 080435a40bd4c8dff6399b231a808e9a 12.1.0.2

linuxamd64_12102_database_2of2.zip 30f20ef9437442b8282ce3984546c982 12.1.0.2

ofm_integration_osa_12.2.1.0.0_disk1.zip 56f27954c530f17fa2ee776c755b37e8 12.2.1.0.0

confluent-oss-3.2.1-2.11.tar e7aa334cebb29cd2319c87482ab85852 3.2.1

fmw_12.2.1.2.0_ohs_linux64_Disk1_1of1.zip 1c7b9613c1399861e17d4d98a5ed4ee1 12.2.1.2.0

V46095-01_1of2.zip 080435a40bd4c8dff6399b231a808e9a 12.1.0.2

V46095-01_2of2.zip 30f20ef9437442b8282ce3984546c982 12.1.0.2

V46096-01_1of2.zip d793c2ba5db9008b79077bff8d27a219 12.1.0.2

V46096-01_2of2.zip 0e18a9abb80427baf18f85865b1ecd5d 12.1.0.2

OracleDatabasePatches3401.zip 9f8f05fee769c65105889d047ddb9bdd 12.1.0.2

OracleBAMPatches3401.zip f58c98422711b0f79dd56939cb42d03a 12.2.1.0.0

OracleODIPatches3401.zip 1944689E6B5E6E62FADC9A54E946C902 12.2.1.0.0

OracleOBIEEPatches3400.zip 943440c03368ea99e17858a2867a2c48 12.2.1.0.0

OracleOSAPatches3400.zip 6123d1640d3978230e50711043219475 12.2.1.0.0

OracleOHSPatches3400.zip 817fb02e2f13db6ee888e194585e6a59 12.2.1.2.0

AvayaOceanalytics_3.4.0.1_GA.zip 4839630e5c342e023247144766b24a4f 3.4.0.1

Please verify the MD5 checksums after download to ensure files have been downloaded successfully.


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Installation

New Installations

Red Hat Enterprise Linux Support Oceanalytics™ for Oceana 3.4 Service Pack 1 supports Red Hat Enterprise Linux 7.4. No prior release of Red Hat Enterprise Linux is supported.

A set of scripts files and procedures have been created to simplify the installation of the Oracle Software. Please refer to the Deploying Avaya Oceanalytics™ Insights for Oceana™ Guide

Upgrades

There is no change to the Oracle components in this service pack release. There are new Oracle patches to install, the process to install these is described below All commands below should be run as the oracle user ODI Patch Install Download the new patch bundle, OracleODIPatches3401.zip to /home/oracle/ directory This zip file contains 2 patch zip files. For this release we only need to install patch 26997719. First stop the ODI agent using the following command: /home/oracle/app/oracle/Oracle_Home_ODI_Standalone/user_projects/domains/odistandalone

agent/bin/agentstop.sh -NAME=OracleDIAgent1 Then we install the patch using the following commands: export ORACLE_HOME=/home/oracle/app/oracle/Oracle_Home_ODI_Standalone

unzip OracleODIPatches3401.zip

unzip p26997719_122100_Generic.zip

cd 26997719

/home/oracle/app/oracle/Oracle_Home_ODI_Standalone/OPatch/opatch apply

After the patch have been applied restart the ODI server Database Patch Install Download the new patch bundle OracleDatabasePatches3401.zip to /home/oracle/ directory This zip file contains 2 patch zip files. For this release we only need to install patch 27010839. 27010839 has 2 sub patches (26925311 and 27001733) that we will apply. First stop the database listener and shutdown the database instance using the following commands


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lsnrctl stop

sqlplus / as sysdba

SQL> shutdown immediate;

Then we install the patch using the following commands: cd /home/oracle

unzip OracleDatabasePatches3401.zip

unzip p27010839_121020_Linux-x86-64.zip

cd /home/oracle/27010839/26925311

/home/oracle/app/oracle/product/12.1.0/dbhome_1/OPatch/opatch apply

cd /home/oracle/27010839/27001733/

/home/oracle/app/oracle/product/12.1.0/dbhome_1/OPatch/opatch apply After the patches have been applied restart the database server BAM Patch Install Download the new patch bundle OracleBAMPatches3401.zip to /home/oracle/ directory This zip file contains includes the patch 27628682 Install patch 27628682 as follows: unzip OracleBAMPatches3401.zip

unzip p27628682_122100_Generic.zip

cd 27628682

/home/oracle/Oracle/Middleware/Oracle_Home/OPatch/opatch apply

After the patch has been applied restart the bam server

Disaster Recovery

Avaya Oceanalytics™ Insights supports the Oracle Data Guard feature for disaster recovery. This allows you to recover after a complete outage occurs at your primary data center. If you deploy Oracle RAC Database in your Avaya Oceanalytics™ Insights solution, Oracle Data Guard is not supported.

High Availability


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Oceanalytics™ for Oceana 3.4 Service Pack 1 provides a number of High Availability features. Oracle Real Application Clusters (RAC) Oceanalytics™ Insights supports two Oracle RAC Database instances, each running on separate host servers to ensure that there is no single point of failure for your database. Please refer to the Deploying Avaya Oceanalytics™ Insights for Oceana™ Guide for more details Oceanalytics™ for Oceana 3.4 Service Pack 1 for OnCampus High Availability Oceanalytics™ for Oceana 3.4 Service Pack 1 supports Oracle Stream Analytics High Availability (HA). You must create a primary server and a secondary server to support Oracle Stream Analytics HA. If the primary server fails, the secondary server acts as the primary server. Please refer to the Deploying Avaya Oceanalytics™ Insights for Oceana™ Guide for more details

Product Compatibility

For the latest and most accurate compatibility information go to https://support.avaya.com/CompatibilityMatrix/Index.aspx

Backing up the Software

If you are reinstalling the software or upgrading to a new release please refer to the Using Oceanalytics Insights Reports Guide for procedures on how to backup and restore your reports for BAM and OBIEE

https://support.avaya.com/CompatibilityMatrix/Index.aspx


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Known Issues

BAM Manager server logs taking up all server disk space

Tracking Number

HELIX-4063

Impact Oracle WebLogic BAM Managed Server .out log files grow to an excessive size beyond configuration and fail to be rolled over. This results in WebLogic managed servers crashing or becoming unresponsive due to no disk space on the server, causing all reporting to fail

Workaround Create a cron job on the OS that will force the .out log file to rotate at a specific size if reached. As root user create a file in the hourly cron job directory (/etc/cron.hourly) Add the below context to the cron job file replacing <WEBLOGIC_MANAGED_SERVER_LOG_DIRECTORY> with the directory that the WebLogic Managed Server produces its logs to. The WebLogic Managed Server's log directory can be identified from the bam domain's config.xml file. The config.xml file is located at /home/oracle/Oracle/Middleware/Oracle_Home/user_projects/domains/bam_domain/config. Look for xml tag <server><log><file-name>. A cron job should be created for each WebLogic server if they do not share the same log directory. Cron Job content {{#!/bin/bash for x in `ls <WEBLOGIC_MANAGED_SERVER_LOG_DIRECTORY>/*.out`; do a=`ls -l $x | awk ' {print $5} '` echo "Current size of " $x " in Bytes: " $a if [ "$a" -gt 1073747655 ];then echo "rotating this file" $x cp $x $x_`date +"%Y%m%d_%H%M"` cp /dev/null $x fi }}


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Installation of OBIEE, BAM or OSA aborts due to low entropy

Description The installation of either OBIEE, BAM or OSA is slow due to a low entropy value

Impact The installation of OBIEE, BAM or OSA will fail

Workaround If an installation fails then the following steps should be performed in order to increase entropy before restarting the particular installation that failed 1. Login as root user to machine where the installation is taking place 2. run the command # cat /proc/sys/kernel/random/entropy_avail ( this command will display the current value ) 3. run the command to increase Entropy value # rngd -r /dev/urandom -o /dev/random -b

After BAM server upgrade there are errors in the install_bam.log file

Description Post Oceanalytics upgrade on BAM server from 3.4 to 3.4.0.1 there are errors in install_bam.log file. The log file may contain errors such as “BAM-03133: Data Object /oracle/bam/internal/”

Impact There is no impact to the installation. The errors are normal as part of a BAM upgrade and can be safely ignored

Workaround There is no workaround. The errors can be safely ignored

When the Oracle Database Alert Log file fills up then the Database becomes unresponsive

Description In the database alert log you may see one of the following errors ORA-19809: limit exceeded for recovery files ORA-19804: cannot reclaim ORA-16038: log sequence# cannot be archived

Impact The database becomes unresponsive and both Historical and Realtime reporting will be impacted as connectivity to the database will be lost and data will not be displayed in any reports

Workaround When using db_recovery_file_dest for archive log destination and the size given to it is full. Check both parameters using following command SQL> show parameter db_recovery_file_dest NAME TYPE VALUE -------------------------------- ---------- ---------- db_recovery_file_dest string /orcl/archive db_recovery_file_dest_size big integer 4100M Here 4100M is allocated to db_recovery_file_dest which is at "/orcl/archive" location. If this location is full up to 4100M, it will start giving above errors In order to correct the problem you need to resize the db_recovery_file_dest_size parameter as follows. SQL> alter system set db_recovery_file_dest_size=10G; (larger amount)


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This is only possible if you have enough free space on disk to increase the size of db_recovery_file_dest_size. The Database Administrator will need to verify the space available on file system and then resize the db_recovery_file_dest_size parameter accordingly


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Issues Addressed In This Release

JIRA Summary

HELIX-4491 ODI install_odi.log file doesn't finish in a tidy manner

HELIX-4499 Oceanalytics version '3.4' not supported in WFM subscription message on real time kafka interface

HELIX-4517 Kafka user password visible in RealtimeOpenInterface.log content

HELIX-4523 Avaya Installer doesn't display the status of a DB install

HELIX-4537 ODI Avaya installer: install_odi.log RollbackException

HELIX-4561 Oceanalytics DR: DataBase Broker will not start due to inconsistent with the database setting

HELIX-4573 Supervisor can't see agent data for supervised agent from BAM composer

HELIX-4576 Investigate Voice data not showing in Agent By Account or in the Drill down

HELIX-4587 OBIEE heap memory errors during installation

HELIX-4605 BAM Agent State showing as Unknown

HELIX-4606 Oceanalytics DB localisation error on fresh install

HELIX-4697 OBIEE Email and Voice interactions not appearing in Account by Agent report

HELIX-4800 Oceanalytics installer do not mask the passwords entered on the STDOUT

HELIX-4803 The Archive directory for Oceanalytics logs does not purge out older files and will fill up until no space is left

HELIX-4804 Misleading error messages were shown in installation logs files while upgrading KAFKA, OSART and OSA from Oceanlytics 3.4 GA to 3.4.0.1

HELIX-4811 OSA duplicate wlevs process spawning

HELIX-4873 Long ACW measure in RS increments even though ACW was completed within 10 seconds

HELIX-4874 Incorrect names for columns on agent by account moving window report and strings are truncated

HELIX-4886 DB Listener Fails to Start

HELIX-4887 Custom Report created with 'AgentGroup' data object is not working for basic measures such as offered, completed, answered etc…

HELIX-4889 ODI Install Fails

HELIX-4896 Build is missing projects for some locales

HELIX-4918 Routing Service Name is spelt incorrectly on routing service distribution table

HELIX-4919 Routing Service Name is spelt incorrectly on routing service monitoring table

HELIX-4928 Offline Database: events queuing on OSA don't get sent to the DB

HELIX-4931 DB installAvaya script user prompts are messy and out of place

HELIX-4944 OSA RealtimeOpenInterface application uninstalled without warnin

HELIX-4949 OBIEE patch 22232288 failing to install

HELIX-4990 OSA server installation failing with exception due to missing entry in server.properties.vanilla

HELIX-4999 OBIEE Oceanalytics Repository permissions not set correctly


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Languages Supported

Avaya Oceanalytics™ for Oceana 3.4 supports all G13 Languages aside from Russian

Documentation Errata

Using Oceanalytics Insights Reports - Agent Interaction Drilldown For the Agent Interaction Historical Reports, Start time, End time and Customer interaction Time are all displayed in UTC format and do not maintain the Time zone information of the report that was drilled down from For interval reporting, rows will be created for every interval in the daily report once an agent handles a contact in the day. For example, if AgentA answers a contact on Service1 at 10.00, then at 10.15, 10.30 there will be a row in the database table (and displayed on reports) for AgentA-Service1 for those intervals even if the count values are zero

BI Administration Users – WebLogic – Data Access Control

Definition of data access control is that the customer has created a group of agents and has assigned one supervisor to a group. WebLogic or BI Administration users, are users that bypass the data access control. These users can see all data. If a customer is configuring users for data access control, then they cannot use the WebLogic user to view data. They need to create a group in ACM and add all agents into this group and create an administration user that is assigned to this group. If a new agent is added, it will not be visible in the group unless it is also added to the group. If a customer is not using Avaya data access control, then they can use the WebLogic user or any BI admin users to run reports. If they using Data Access controls as configured in ACM, then if they run a report with WebLogic, then will see double, triple counting based on the number of Reporting users they have configured

BI Administration Users – Groups

A customer can create groups of agents but do not assign supervisors to these groups and hence not using groups for data access. They are using groups to filter data in OBI reports. WebLogic or BI Administrator users can use groups to filter data in reports. Reporting users in ACM can be assigned multiple groups. When they log into OBI, they can use groups to filter the data. When a group is selected in OBI, this will filter down the agents in the agent filters to agents in the reports. The customer then can select the agents that they want to view in the report. If a customer just selects a group but does not select the agents, the groups filter is not applied

SNMP Viewer

To receive the SNMP alarms, use the SNMP trap watcher to capture the SNMP trap messages sent by the OSA server. To use this tool you need free UDP port 162 otherwise it won't receive the SNMP trap messages.

Disaster Recovery Post Switchover


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Once the switchover has happened from Primary Datacenter to Standby Datacenter you need to recreate an Eventing group in Oceana with the Standby Datacenter Common cluster host and vice versa. Please follow the steps given in Deploying Avaya Oceana™ Solution under the section Reliable Eventing group configuration

Contacting Support

Contact Support Checklist

If you are having trouble with Avaya Oceanalytics™ for Oceana 3.4 Service Pack 1, you should:

1. Follow the instructions in written or online documentation 2. Check the documentation that came with your software for maintenance or hardware-related

problems 3. Note the sequence of events that led to the problem and the exact messages displayed. Have

the Avaya documentation available

If you continue to have a problem, contact Avaya Technical Support:

1. Log in to the Avaya Technical Support Web site http://support.avaya.com 2. Contact Avaya Technical Support at one of the telephone numbers in the Support Directory

listings on the Avaya support Web site

Avaya Global Services Escalation Management provides the means to escalate urgent service issues. For more information, see the Escalation Contacts listings on the Avaya Web site

Contact Support Tasks

You may be asked to email one or more files to Technical Support for analysis of your application and its environment


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