Avaya PSN003592u User Manual

PSN #

PSN003592u

Original publication date: 31-Jan-12. This is Issue #01, published date: 31-Jan-12.

Severity/risk level

High

Urgency

Immediately

Name of problem

Business Communications Manager (BCM) 4.0 – BCM.R400.SU.System.032 Smart Update Quality Issue.

Products affected

Business Communications Manager (BCM) 200 /400 (BCM 200/400): Release 4.0.

Problem description

Resolution

Workaround or alternative remediation

Remarks

Problem Description

Avaya has identified a quality issue with the BCM.R400.SU.System.032 Smart Update patch where Skillset callers may not be transferred to available agents, which may also cause higher than expected Abandoned Calls in an Intelligent Contact Center (ICC) environment.”

The nature of the issue is as follows:

The customer has a Call Centre configured on the BCM200/400 system. The customer applies the BCM.R400.SU.System.032 Smart Update patch. After Smart Update installation, intermittently, incoming Call center calls will not be presented to agents even if they are

available to receive them.

Scope

The issue can affect any BCM 4.0 system, which has a Call Centre configured and the BCM.R400.SU.System.032 patch installed. The problem is intermittent and can clear itself after a few minutes. This may result in a higher than expected rate of abandoned calls There is no known workaround for this problem.

Design status

The BCM.R400.SU.System.032 patch has been removed from the Avaya ESPL website and the previous BCM.R400.SU.System.029 has been made available again.

Avaya design has identified the software component and specific software update that triggers the problem, and is working to identify root cause and a fix. This bulletin will be updated once a formal fix is available.

In the mean time, a critical patch is under development which contains an earlier version of the CTI component. The Call Centre problem is not present in this older software. Avaya will create a new a SU for BCM 4.0 to correct the issue.

If, after installing BCM.R400.SU.System.032 patch you have a call centre which is experiencing this problem you are advised to contact Avaya Support to arrange for installation of the critical patch. Alternatively, the system can be reverted to BCM.R400.SU.System.029.

There is no known workaround for the issue.

n/a

Patch Notes

The information in this section concerns the patch, if any, recommended in the Resolution above.

Security risks

n/a

Avaya Security Vulnerability Classification

Not Susceptible

Mitigation

n/a

Avaya Support Contact

Telephone

U.S. Remote Technical Services – Enterprise

800-242-2121

U.S. Remote Technical Services – Small Medium Enterprise

800-628-2888

U.S. Remote Technical Services – BusinessPartners for Enterprise Product

877-295-0099

BusinessPartners for Small Medium Product

Please contact your distributor.

Canada

800-387-4268

Caribbean and Latin America

786-331-0860

Europe, Middle East, and Africa

36-1238-8334

Asia Pacific

65-6872-8686

Backup before applying the patch

n/a

Download

https://espl.avaya.com/espl/dist_menu.cfm

Patch install instructions

Service-interrupting?

n/a

Verification

n/a

Failure

n/a

Patch uninstall instructions

n/a

Security Notes

The information in this section concerns the security risk, if any, represented by the topic of this PSN.

For additional support, contact your Authorized Service Provider. Depending on your coverage entitlements, additional

support may incur charges. Support is provided per your warranty or service contract terms unless otherwise specified.

Disclaimer: ALL INFORMATION IS BELIEVED TO BE CORRECT AT THE TIME OF PUBLICATION AND IS PROVIDED “AS IS”. AVAYA INC., ON BEHALF OF ITSELF AND ITS SUBSIDIARIES AND AFFILIATES (HEREINAFTER COLLECTIVELY REFERRED TO AS “AVAYA”), DISCLAIMS ALL WARRANTIES, EITHER EXPRESS OR IMPLIED, INCLUDING THE WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE AND FURTHERMORE, AVAYA MAKES NO REPRESENTATIONS

OR WARRANTIES THAT THE STEPS RECOMMENDED WILL ELIMINATE SECURITY OR VIRUS THREATS TO CUSTOMERS’

SYSTEMS. IN NO EVENT SHALL AVAYA BE LIABLE FOR ANY DAMAGES WHATSOEVER ARISING OUT OF OR IN CONNECTION WITH THE INFORMATION OR RECOMMENDED ACTIONS PROVIDED HEREIN, INCLUDING DIRECT, INDIRECT, CONSEQUENTIAL DAMAGES, LOSS OF BUSINESS PROFITS OR SPECIAL DAMAGES, EVEN IF AVAYA HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES.

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