Avaya Aura® Experience Portal 6.0

Release Note (Issue 8)

September 2011

Contents

Introduction

Product Information

Installation Notes

Fresh Installs

Upgrades

Known Issues

Installation Issues

Compatibility Issues

System Operation Issues

External System Issues

More Information

Introduction

This document contains Experience Portal 6.0 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 is available on the Experience Portal software DVD. 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. From this page, you can access the following information:

Printable PDF files for most of the above are accessible from the page titled About the Avaya Aura® Experience Portal library and from the Print guides section of the table of contents.

Also available from the Print guides section of the table of contents are the white papers listed below:

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.

Note: The product documentation contains references to Avaya Media Server (AMS) and Windows Server 2008 R2 SP1 which are not supported in Experience Portal 6.0 but are targeted in a future release.

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. Several of the issues listed there are related to installation.

Installing the Oracle JDBC driver

The Oracle JDBC driver is no longer shipped with Experience Portal. If you wish to connect your Experience Portal system to an external Oracle database, then you must first obtain the JDBC driver from Oracle.

To download the Oracle JDBC driver:

  1. From a machine with Internet access, open a web browser.
  2. Navigate to the page http://www.oracle.com/technetwork/database/enterprise-edition/jdbc-112010-090769.html.
  3. From section Oracle Database 11g Release 2 (11.2.0.2.0) JDBC Drivers, download the following files:
  4. ojdbc6.jar
    orai18n.jar

    Important: Some web browsers are known to change the file extension of these files to .zip when the files are downloaded. If this happens, rename the files back to ojdbc6.jar and orai18n.jar.

To have the Oracle JDBC driver installed by the Experience Portal install program, complete the steps below after installing or upgrading Linux but before installing or upgrading Experience Portal.

Note: If you do not complete these steps until after installing or upgrading Experience Portal, then in addition to the steps below you will need to run the script InstallOracleJDBC.sh as described in Oracle JDBC driver.

On the Primary EPM server and each Auxiliary EPM server:

  1. Log into Linux on the EPM server as a user with root privileges.
  2. Execute the command below to create folder ~/OracleJDBC:
  3. mkdir ~/OracleJDBC
  4. Copy the driver files ojdbc6.jar and orai18n.jar to folder ~/OracleJDBC.

Important: Leave the Oracle JDBC driver files in directory ~/OracleJDBC even after installing or upgrading Experience Portal. These files will be needed again if you ever install or upgrade Experience Portal in the future.

Fresh Installs

For detailed installation procedures, see either Implementing Avaya Aura Experience Portal on multiple servers or Implementing Avaya Aura Experience Portal on a single server, whichever is appropriate for your installation. These guides also contain important installation worksheets that should be filled out before starting the Experience Portal installation.

Important: The installation procedure for Avaya Linux has changed since Implementing Avaya Aura Experience Portal on multiple servers and Implementing Avaya Aura Experience Portal on a single server were published. If you are installing a system that uses Avaya Linux, go to the Avaya support Web site at http://support.avaya.com and download the file Avaya Enterprise Linux Install and Upgrade Procedures.pdf. It contains the updated installation procedure.

Upgrades

For detailed upgrade procedures, see Upgrading from Voice Portal 5.0 or 5.1 to Avaya Aura Experience Portal 6.0. Note that before upgrading the Voice Portal software to Experience Portal you must upgrade the Linux operating system.

Important: Before starting an upgrade, you should back up your Voice Portal database. If the upgrade fails for any reason, you will need this backup to restore your system to its prior state.

Important: The upgrade procedure for Avaya Linux has changed since Upgrading from Voice Portal 5.0 or 5.1 to Avaya Aura Experience Portal 6.0 was published. If you are upgrading a system that uses Avaya Linux, go to the Avaya support Web site at http://support.avaya.com and download the file Avaya Enterprise Linux Install and Upgrade Procedures.pdf. It contains the updated upgrade procedure.

Important: If you are upgrading a system that uses Avaya Linux, then there is a known issue that may result in the loss of call record data. You will need to follow these steps to minimize this loss.

Download Call Records for all MPPs

  1. Schedule a report data download from the Report Data page in VPMS.
  2. To determine that the report data download is complete, check the Log Viewer for the Scheduled event completed message.

Primary VPMS upgrade

  1. Follow the Primary VPMS upgrade procedure described in section Upgrading a Voice Portal 5.0 or 5.1 system that uses Avaya Linux.
  2. Where the procedure tells you to upgrade Avaya Enterprise Linux (step 2), instead follow the Upgrading Avaya Linux procedure in Avaya Enterprise Linux Install and Upgrade Procedures.pdf.

Auxiliary VPMS upgrade

Follow this procedure on each auxiliary VPMS server.

  1. Follow the Auxiliary VPMS upgrade procedure described in section Upgrading a Voice Portal 5.0 or 5.1 system that uses Avaya Linux.
  2. Where the procedure tells you to upgrade Avaya Enterprise Linux (step 1), instead follow the Upgrading Avaya Linux procedure in Avaya Enterprise Linux Install and Upgrade Procedures.pdf.

MPP servers upgrade

Follow this procedure on each MPP server.

  1. Stop each MPP server.
  2. Schedule a report data download from the Report Data page in VPMS.
  3. Note: Ignore any report download errors on Voice Portal 5.x systems.

  4. To determine that the report data download is complete, check the Log Viewer for the Scheduled event completed message.
  5. Follow the MPP servers upgrade procedure described in section Upgrading a Voice Portal 5.0 or 5.1 system that uses Avaya Linux.
  6. Where the procedure tells you to upgrade Avaya Enterprise Linux (step 2), instead follow the Upgrading Avaya Linux procedure in Avaya Enterprise Linux Install and Upgrade Procedures.pdf.

Single server system upgrade

  1. Stop the MPP server.
  2. Schedule a report data download from the Report Data page in VPMS.
  3. To determine that the report data download is complete, check the Log Viewer for the Scheduled event completed message.
  4. Follow the Single server upgrade procedure described in section Upgrading a Voice Portal 5.0 or 5.1 system that uses Avaya Linux, starting at step 2.
  5. Where the procedure tells you to upgrade Avaya Enterprise Linux (step 3), instead follow the Upgrading Avaya Linux procedure in Avaya Enterprise Linux Install and Upgrade Procedures.pdf.

Known Issues

Installation Issues

Root access on Avaya Linux

The Experience Portal installation program must be run from an account that has root privileges. If you are installing or upgrading Experience Portal on a server that uses the Avaya provided version of Linux and you do not have root access, you should open a request with Avaya Support.

Disk partitions

On a Primary EPM server, the Experience Portal database might grow to be quite large. The report data generated automatically by Experience Portal causes the database to grow by approximately 4GB for every one million calls processed. If your applications use the Experience Portal application logging feature, the database grows even faster.

By default, the Experience Portal database resides in the directory /var/lib/pgsql/data. If you are a software-only customer, when you install Red Hat Enterprise Linux on your EPM server you should ensure that the disk partitions you define provide adequate space for the Experience Portal database. Note that the default partition scheme provided by Red Hat Enterprise Linux has proven adequate for most Experience Portal installations. It results in the Experience Portal database residing in a partition that spans most of the hard disk.

On an MPP server, the MPP logs directory might grow to be quite large. This is particularly true if your applications use the VoiceXML <log> tag or CCXML <log> tag to generate application log data.

By default, the MPP logs reside in the directory /opt/Avaya/ExperiencePortal/MPP/logs. If you are a software-only customer, when you install Red Hat Enterprise Linux on your MPP server you should ensure that the disk partitions you define provide adequate space for the MPP logs. Note that the default partition scheme provided by Red Hat Enterprise Linux has proven adequate for most Experience Portal installations. It results in the MPP logs being in a partition that spans most of the hard disk.

Be aware that the partition scheme provided by Avaya Enterprise Linux results in the MPP logs residing in a relatively small disk partition. If you encounter space problems, see the help topic Administering Avaya Aura Experience Portal > Media Processing Platforms > Moving the MPP logs to a different location for instructions on how to change where MPP logs are stored.

File /etc/hosts not correct on Red Hat Enterprise Linux Server

Depending upon the options you select when installing Red Hat Enterprise Linux Server, the file /etc/hosts may contain incorrect information. This incorrect information will cause the Experience Portal install program to fail.

To test for this problem:

  1. Log into Linux on the Experience Portal server as a user with root privileges.
  2. Execute the command below to see the serverís IP address:
  3. hostname -i

If the IP address displayed is correct, then /etc/hosts is correct. If the output from hostname Ėi contains both the serverís real IP address and the IPv4 loopback address (127.0.0.1), then follow the procedure below.

To correct file /etc/hosts:

  1. Open the file /etc/hosts in a text editor.
  2. Remove the serverís hostname from the line that contains the IPv6 loopback address (::1).
  3. Save and close the file.
  4. Execute the command below to disable the NetworkManager service:
  5. chkconfig NetworkManager off
  6. Reboot the server

Note: This problem does not arise if you do a default ("Basic Server") install of Red Hat Enterprise Linux Server. Also, this issue does not apply to systems that use the Avaya provided version of Linux.

Auxiliary VPMS stops working when Primary VPMS is upgraded

After you upgrade your Primary VPMS to Experience Portal your Auxiliary VPMS will no longer be able to communicate with it. To resolve this issue, upgrade your Auxiliary VPMS to Experience Portal.

Note: While the Auxiliary VPMS is not able to communicate with the Primary VPMS, it will still be able to communicate with the MPP servers. Therefore, outcall requests made through the Application Interface web service on the Auxiliary VPMS will continue to succeed.

Co-resident application server not started automatically on Avaya Linux

After you upgrade Avaya Linux on a single server system that includes a co-resident application server, the co-resident application server should start automatically but it does not.

To resolve this issue:

  1. After upgrading Avaya Linux, upgrade the Experience Portal software.
  2. Execute the command below to start the co-resident application server:
  3. /sbin/service appserver start

Note: This issue does not apply to software-only customers who provide their own Red Hat Enterprise Linux Server.

Voice Portal 5.0 does not recognize Experience Portal 6.0 license

Normally, when you upgrade a system from one release to another release where a new license file is required the recommended procedure is to install the new license file before upgrading the software. This is because the old software should work with the new license file, but the new software will not work with the old license file.

Unfortunately, Voice Portal 5.0 does not recognize Experience Portal 6.0 licenses. So, if you install the Experience Portal license before upgrading your Voice Portal 5.0 system to Experience Portal, your system will stop operating until the software is upgraded.

To work around this issue, upgrade your Voice Portal 5.0 system to Experience Portal 6.0 before installing the Experience Portal 6.0 license. Although Experience Portal 6.0 will not recognize the Voice Portal 5.0 license, Experience Portal 6.0 will operate without license for up to 30 days.

Note: This issue only applies to Voice Portal 5.0. Voice Portal 5.1 customers should upgrade the license file before upgrading the software, as usual.

Upgrade script RestoreProps.sh fails on backups taken from Voice Portal 5.0 systems

If you are upgrading a system that uses Red Hat Enterprise Linux Server rather than the Avaya provided version of Linux, then you must use the System Backup web page of the VPMS to create a backup package for your existing system before starting the upgrade. During the upgrade process you will run a script called RestoreProps.sh that reads this backup package.

RestoreProps.sh cannot read backup packages created by Voice Portal 5.0 systems. If you are upgrading a Voice Portal 5.0 system that uses Red Hat Enterprise Linux, then you must first upgrade that system to Voice Portal 5.0 SP2 before upgrading the system to Experience Portal 6.0.

Note: This issue does not apply to systems that use the Avaya provided version of Linux. It also does not apply to systems that are running Voice Portal 5.0 SP1 or later.

Compatibility Issues

Privacy Manager role

A new user role named Privacy Manager was added in Experience Portal 6.0. This role is required in order for the user to change the values on the Privacy Settings page of the EPM. It is also required in order to change several of the values related to session transcription data on the Change Application page.

Previously, any user with the Administration role could perform the tasks that now require the Privacy Manager role. This means that any user with the Administration role will lose capability when the system is upgraded unless you give those users the Privacy Manager role.

Application logging

If you are running Dialog Designer applications on Experience Portal 6.0, those applications should use Dialog Designer runtime version 5.1 SP3 or later. There is an issue that causes application logging to fail intermittently when earlier versions of Dialog Designer runtime are used with Experience Portal 6.0.

External database URL

On the Report Database Settings page of the EPM there is a field named URL. In Voice Portal 5.x, if you used an external Oracle database and the value entered for URL contained a leading space, no error was reported. Storing report data in the Oracle database worked.

In Experience Portal 6.0, if the value of URL contains a leading space, Experience Portal will not be able to access the external database. After upgrading your system, verify that the Report Database Settings field URL does not contain a leading space.

Oracle JDBC driver

As noted earlier, the Oracle JDBC driver is no longer shipped with Experience Portal. If you follow the procedures in Installing the OracleJDBC driver before installing or upgrading your Primary EPM server and any Auxiliary EPM servers, then the Oracle JDBC driver will be installed in the correct directory by the Experience Portal install or upgrade program.

To install the Oracle JDBC driver after you have installed your Experience Portal system, first follow the procedures in Installing the OracleJDBC driver. Then, follow the procedure below.

On the Primary EPM server and each Auxiliary EPM server:

  1. Log into Linux on the EPM server as a user with root privileges.
  2. Execute the command below to stop the vpms service:
  3. /sbin/service vpms stop
  4. Execute the command below to navigate to the appropriate directory:
  5. cd $AVAYA_HOME/Support/Database
  6. Execute the command below install the JDBC driver:
  7. bash InstallOracleJDBC.sh

    Important: Do not execute InstallOracleJDBC.sh on a server until you have downloaded the Oracle driver and placed it in directory ~/OracleJDBC on that server as described in Installing the OracleJDBC driver.

  8. Execute the command below to start the vpms service:
  9. /sbin/service vpms start

Package mod_dnssd

Depending upon the options you select when installing Red Hat Enterprise Linux Server, the package mod_dnssd may be installed. There is a compatibility issue between Experience Portal and mod_dnssd. It is recommended that you not install mod_dnssd.

If the package mod_dnssd is installed at the time Experience Portal is installed, the Experience Portal installer will automatically disable the incompatible entry and display the warning message below:

Possible Error during operation: Install/Configure Apache for VPMS
- Start error description -
Notice: Incompatible DNSSDEnable entry found in
/etc/httpd/conf.d/mod_dnssd.conf. Automatically disabling this entry. Please
see Experience Portal documentation for more details. This notice is not an error.

Note: This problem does not arise if you do a default ("Basic Server") install of Red Hat Enterprise Linux Server. Also, this issue does not apply to systems that use the Avaya provided version of Linux.

Network interfaces move

When you install Red Hat Enterprise Linux Server 6 on a server that previously had Red Hat Enterprise Linux 5 installed on it, you may find that logical network interfaces eth0, eth1, etc. have moved to different physical network ports on the server. For example, the port that was interface eth0 on Red Hat Enterprise Linux 5 might become interface eth2 on Red Hat Enterprise Linux Server 6, while the port that was interface eth2 on Red Hat Enterprise Linux 5 might become logical network interface eth0 on Red Hat Enterprise Linux Server 6. Similarly, the ports associated with network interfaces eth1 and eth3 might be reversed after you upgrade Linux. If this happens, you will either need to move any network cables that are plugged into the server to match the Linux network configuration, or you will need to change the Linux network configuration.

System Operation Issues

Cannot mount DVD on Avaya Linux

When you execute the command mount /mnt/cdrom on Avaya Linux, you might see the error below:

mount: No medium found

Typically, this error occurs because the wrong physical device is mapped to the mount point /mnt/cdrom in the file /etc/fstab.

To correct file /etc/fstab:

  1. Log into Linux on the Experience Portal server as a user with root privileges.
  2. Execute the command below to display information about your DVD devices:
  3. cat /proc/sys/dev/cdrom/info

    It will display a table of information similar to the following:

    drive name:sr0hda
    drive speed:024
    drive # of slots:11
    Can close tray:11
    ...
  4. In the output displayed, find the row for drive speed.
  5. Within the row for drive speed, find the column that contains a non-zero value.
  6. Note: In the example output shown above, the column you are looking for contains the value 24.

  7. In the column you just found, go up one row to find the drive name.
  8. Note: In the example output shown above, the drive name you are looking for is hda.

  9. Execute the command below to display a list of device special files associated with your DVD devices:
  10. ls -l /dev | grep cdrom

    It will display a list similar to the following:

    lrwxrwxrwx1srootroot4Aug 31 08:11cdrom -> scd0
    lrwxrwxrwx1srootroot3Aug 16 11:16cdrom-hda -> hda
    lrwxrwxrwx1srootroot4Aug 31 08:11cdrom-sr0 -> scd0
  11. In the output displayed, find the line for the drive name that you found earlier.
  12. Note: In the example output shown above, you are looking for the line that ends cdrom-hda -> hda.

  13. In the line you just found, find the device special file name just to the left of the drive name.
  14. Note: In this example the device special file name is cdrom-hda.

  15. Open the file /etc/fstab in a text editor.
  16. Find the line below:
  17. /dev/cdrom   /mnt/cdrom   iso9660 noauto,owner,ro 0   2
  18. Change /dev/cdrom to the path to of the device special file that you just found.
  19. Note: In this example the corrected line reads as follows:

    /dev/cdrom-hda   /mnt/cdrom   iso9660 noauto,owner,ro 0   2
  20. Save and close the file.

Changing server host name or IP address

If the host name or IP address of any Experience Portal server changes, then you must run the utility do_UpdateHost.

If the host name or IP address of a Primary EPM or Auxiliary EPM server changes, you must additionally perform the following steps on that server after running do_UpdateHost:

  1. Log into Linux as a user with root privileges.
  2. Execute the command below to stop the vpms service:
  3. /sbin/service vpms stop
  4. Execute the command below to copy a core services configuration file to the correct location:
  5. cp -p /tmp/BootstrapDBResource.dat /opt/coreservices/scc/runtime/
  6. Execute the command below to start the vpms service:
  7. /sbin/service vpms start

Replacing a Primary EPM server

To replace a Primary EPM server you must perform several tasks that include: install Linux on the new server, install Experience Portal on the new server, and restore on the new server an Experience Portal backup taken from the old server. Below is an additional procedure that needs to be followed during this process. This procedure should be performed before you restore the Experience Portal backup on the new newer.

Important: This additional procedure is needed any time a database restore is performed after a fresh install of Experience Portal; even if the underlying server hardware has not changed.

Before following the procedure documented in Restoring data backed up from System Backup follow the procedure below.

For each Auxiliary EPM server:

  1. Log into Linux on the Auxiliary EPM server as a user with root privileges.
  2. Execute the command below to navigate to the appropriate directory:
  3. cd $AVAYA_HOME/Support/VP-Tools
  4. Execute the command below to retrieve the security certificate from the Primary EPM:
  5. bash setup_vpms.php <PrimaryEPM>

    Note: The <PrimaryEPM> above is the name or IP address of your Primary EPM server.

  6. Follow the on-screen prompts to install the security certificate, restart Apache, and configure Network Time Protocol (NTP).

MPP core dump when speech server configuration changes

Under rare circumstances, an Experience Portal MPP will generate a core dump after you make a change to the network configuration on one of your speech servers. If you make a network configuration change on a speech server, such as changing the server's IP address, reboot the speech server. This should prevent the situation that causes the MPP to core dump.

MPP fails to connect to speech server when switch from MRCPv1 to MRCPv2

If your Experience Portal system is configured to communicate with a Nuance speech server using Media Resource Control Protocol version one (MRCPv1) and you change the Experience Portal configuration to use Media Resource Control Protocol version two (MRCPv2) instead, then Experience Portal will not be able to communicate with the Nuance speech server until your restart your MPP servers.

Application logging

If you are running a Dialog Designer or Orchestration Designer application that does application logging, and your Experience Portal system is configured to handle more than 75 simultaneous calls, then you must make the following configuration change on your Primary EPM:

  1. Log into Linux on the Primary EPM server as a user with root privileges.
  2. Open the file $CATALINA_HOME/conf/server.xml in a text editor.
  3. Find the entry maxThreads="500" under <Connector port="8009".
  4. Change the value from 500 to 1000.
  5. Save and close the file.
  6. Execute the command below to restart the vpms service:
  7. /sbin/service vpms restart

Supporting non-English applications

Application language

When an application runs on the MPP, the VoiceXML Interpreter defaults to the language configured in the Language field on the Browser Settings page of the EPM. The default value for this field is English(USA) en-US. If your application uses a language other than the one configured for the system, the application must specify the correct language using the xml:lang attribute. Applications can specify the language either globally on each page, or as part of each individual <grammar> tag and <prompt> tag.

Default event handlers

When the VoiceXML interpreter or CCXML interpreter generates an event to a page that does not have a handler defined for that event, the interpreter invokes the appropriate default event handler configured on the Event Handlers page of the EPM. The default event handlers shipped with Experience Portal play an error prompt spoken in English. If your application uses a language other than English, you must configure a default event handler appropriate for that application.

Note: If you are writing code that will be used as a default event handler and the code refers to prerecorded prompt files, refer to those prompt files by file name as opposed to file path. Experience Portal will automatically search for prompt files in the appropriate directory.

Sending DTMF digits

A feature new in Experience Portal 6.0 is the ability for VoiceXML applications to request that the system send DTMF digits. This feature is most commonly used when an application running on Experience Portal is communicating with some other automated system rather than a human. Previously, the only way for Experience Portal applications to send DTMF digits was to play an audio file that contained a recording of the digits to be sent.

Below is a sample VoiceXML application that demonstrates how to send the digits 1 2 3 4:

<?xml version="1.0" encoding="UTF-8"?>
<vxml version="2.1"
    xmlns="http://www.w3.org/2001/vxml"
    xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance"
    xsi:schemaLocation="http://www.w3.org/2001/vxml
        http://www.w3.org/TR/2007/REC-voicexml21-20070619/vxml.xsd">
    <form>
        <field>
            <prompt>
                <audio src="builtin://senddigit/1234"/>
            </prompt>
        </field>
    </form>
</vxml>

External System Issues

Apache Tomcat

Application logging on Linux application server

If you are running a Dialog Designer or Orchestration Designer application that does application logging, and your Primary EPM goes out of service, Dialog Designer/Orchestration Designer temporarily stores the application log data on your application server while waiting for the Primary EPM to come back in service. If your application server is Tomcat running on Linux and the Primary EPM stays out of service for a long time, Tomcat might crash because the system runs out of file handles.

If you encounter this problem, do one or both of the following on your application server.

Increase the Linux file handle limit on your application server:

  1. Log into Linux on the Tomcat server as a user with root privileges.
  2. Open the file /etc/init.d/tomcat in a text editor.
  3. Find the start() procedure.
  4. Add the following line to the start procedure before Tomcat is started:
  5. ulimit -n 8192
  6. Save and close the file.
  7. Execute the command below to restart the tomcat service:
  8. /sbin/service tomcat restart

Change Tomcat startup options to improve garbage collection on your application server:

  1. Log into Linux on the Tomcat server as a user with root privileges.
  2. Open the file /etc/init.d/tomcat in a text editor.
  3. Find the line that begins with export JAVA_OPTS=.
  4. Change this line to read as follows.
    Important: All of the text below must be entered on a single line.
  5. export JAVA_OPTS="-server -Xmx1024m -XX:MaxNewSize=30m -X:+UseParNewGC -XX:+UseConcMarkSweepGC -XX:CMSInitiatingOccupancyFraction=60-XX:ThreadStackSize=512"
  6. Save and close the file.
  7. Execute the command below to restart the tomcat service:
  8. /sbin/service tomcat restart

Avaya Session Manager

Certificate URL

In order for Experience Portal to establish a TLS connection to a Session Manager server, you must install the security certificate from Session Manager on Experience Portal. The correct URL to obtain the security certificate from Session Manager is:

https://<Session_Manager_SM-100>:5061

Note: The <Session_Manager_SM-100> above is the name or IP address of the SM-100 asset within your Session Manager server.

Installing Experience Portal certificate

In order for Experience Portal to establish a TLS connection to a Session Manager server, you must install the security certificate from Experience Portal on Session Manager. Please contact Avaya Support for help with installing the Experience Portal security certificate on Session Manager.

Avaya SIP Enablement Services (SES)

Certificate URL

In order for Experience Portal to establish a TLS connection to a SIP Enablement Services (SES) server, you must install the security certificate from SES on Experience Portal. The correct URL to obtain the security certificate from SES is:

https://<SES_Server>:5061

Note: The <SES_Server> above is the name or IP address of your SES server.

Call distribution not balanced when an MPP is down

When all the MPPs in your system are in service, the SES properly balances the call load among the MPPs. If one MPP is taken out of service, though, all calls originally intended for the out-of-service MPP are rolled over to one of the remaining MPPs rather than being spread evenly among all of the remaining MPPs.

Note: Generally, this load imbalance will not cause any problems with the remaining MPPs taking calls. However, if your application makes any outcalls, such as during a bridged transfer, then it may encounter no-resource errors. These errors will occur if the MPP taking additional load from the out of service MPP has all ports busy.

Loquendo speech servers

Resources not available error

Under some conditions, an MPP server may consume ASR/TTS resources on a Loquendo speech server even when there are no calls active on that MPP. This can prevent other MPP servers that share the same Loquendo speech server from being able to obtain speech resources when they are processing a call.

To work around this issue:

  1. Log into the EPM web interface as a user with administrative privileges.
  2. Navigate to the Speech Servers page.
  3. For each Loquendo speech server on the ASR tab:
    1. Navigate to the Change ASR Server page for that Loquendo server.
    2. Set the value of parameter New Connection per Session to No.
    3. Click the Save button.
  4. For each Loquendo speech server on the TTS tab:
    1. Navigate to the Change TTS Server page for that Loquendo server.
    2. Set the value of parameter New Connection per Session to No.
    3. Click the Save button.

Stability issues with MRCPv2

Experience Portal communicates with speech servers using either Media Resource Control Protocol version one (MRCPv1) or Media Resource Control Protocol version two (MRCPv2). A variety of issues, including failure to acquire speech resources and long latencies, have been observed when Experience Portal uses MRCPv2 to communicate with Loquendo speech servers. To avoid these issues, configure Experience Portal to use MRCPv1 when communicating with Loquendo speech servers.

To configure Experience Portal to use MRCPv1:

  1. Log into the EPM web interface as a user with administrative privileges.
  2. Navigate to the Speech Servers page.
  3. For each Loquendo speech server on the ASR tab:
    1. Navigate to the Change ASR Server page for that Loquendo server.
    2. Set the value of parameter Protocol to MRCP V1.
    3. Click the Save button.
  4. For each Loquendo speech server on the TTS tab:
    1. Navigate to the Change TTS Server page for that Loquendo server.
    2. Set the value of parameter Protocol to MRCP V1.
    3. Click the Save button.

Microsoft Internet Explorer

Security problem trying to play utterances

You might see the error "A security problem occurred" from the Windows Media Player while playing an utterance from a Session Detail report. To listen to the utterance, right-click the utterance link and select Save Target As. For more information, see http://support.microsoft.com/default.aspx?scid=kb;en-us;885136.

Cannot view exported file

When you click the Export button on any EPM page that includes this option, a File Download dialog box containing Open, Save, and Cancel buttons is displayed. If the Internet Explorer security option Do not save encrypted pages to disk is enabled, the Open button will not function properly.

To work around this issue, either:

Or

  1. In Internet Explorer, select Tools > Internet Options.
  2. On the Internet Options page, select the Advanced tab.
  3. On the Advanced tab, disable the Do not save encrypted pages to disk option, which is located in the Security section.

Cannot view report output from e-mail link

While viewing an e-mail that was sent by Experience Portal as the result of a scheduled report running, if you click the link to view the report output you may see either a blank page or the following message:

The requested file is no longer available.

This problem has only been observed when the scheduled report name contains multi-byte characters and the browser used is Internet Explorer 6.0.

To work around this issue, either:

Or

Nuance speech servers

Remote DTMF Detection

If you are using Nuance speech servers and you have any applications with the Advanced Parameter Support Remote DTMF Processing set to Yes, then your Nuance speech servers must all be running NSS 5.0.4 or later. This is to prevent <noinput> VoiceXML exceptions from occurring for remote DTMF detection.

Recognition timeout while playing a long prompt

If your application plays a long prompt with barge-in enabled, the Nuance speech server may return a recognition timeout event before the prompt has completed playing. To remedy this problem, increase the session timeout parameter on the Nuance speech server to be longer than your longest application prompt.

For a Nuance Speech Server running on Linux:

  1. On the Nuance server, open the file $NSSSVRSDK/config/NSSserver.cfg in a text editor.
  2. Find the line in the form of the following:
  3. server.mrcp2.sip.sessionTimeout VXIInteger XXXXXX

    Note: The XXXXXX above is the session timeout in milliseconds. For example, for a two minute timeout XXXXXX would be 120000.

  4. Increase the timeout value XXXXXX on the line found above.
  5. Find the line in the form of the following:
  6. server.mrcp1.rtsp.sessionTimeout VXIInteger XXXXXX

    Note: The XXXXXX above is the session timeout in milliseconds. For example, for a two minute timeout XXXXXX would be 120000.

  7. Increase the timeout value XXXXXX on the line found above.
  8. Save and close the file.
  9. Restart the Nuance server.

For a Nuance Speech Server running on Windows:

  1. On the Nuance server, open the file %NSSSVRSDK%\config\NSSserver.cfg in a text editor.
  2. Find the line in the form of the following:
  3. server.mrcp2.sip.sessionTimeout VXIInteger XXXXXX

    Note: The XXXXXX above is the session timeout in milliseconds. For example, for a two minute timeout XXXXXX would be 120000.

  4. Increase the timeout value XXXXXX on the line found above.
  5. Find the line in the form of the following:
  6. server.mrcp1.rtsp.sessionTimeout VXIInteger XXXXXX

    Note: The XXXXXX above is the session timeout in milliseconds. For example, for a two minute timeout XXXXXX would be 120000.

  7. Increase the timeout value XXXXXX on the line found above.
  8. Save and close the file.
  9. Restart the Nuance server.

Getting recognition results on <nomatch> event

If you are using Nuance speech servers in their default configuration, when your application receives a <nomatch> event in response to a recognition request the application variable application.lastresult$ will not be updated with any recognition results. If you want your application to receive recognition results when a <nomatch> event is generated, then your Nuance speech servers must all be running NSS 5.0.7 or later and they must all be running NRec 9.0.11 or later. Additionally, you must perform the procedure below on each of your Nuance speech servers.

For a Nuance Speech Server running on Linux:

  1. On the Nuance server, open the file $NSSSVRSDK/config/NSSserver.cfg in a text editor.
  2. Find the line for parameter server.mrcp2.osrspeechrecog.mrcpdefaults.VSP.server.osrspeechrecog.result.sendnomatch.
  3. Change this line to read as follows.
    Important: All of the text below must be entered on a single line.
  4. server.mrcp2.osrspeechrecog.mrcpdefaults.VSP.server.osrspeechrecog.result.sendnomatch VXIString true

    Note: If present, be sure to remove the # character at the beginning of the above line to uncomment it.

  5. Find the line for parameter server.mrcp1.osrspeechrecog.result.sendnomatch.
  6. Change this line to read as follows.
    Important: All of the text below must be entered on a single line.
  7. server.mrcp1.osrspeechrecog.result.sendnomatch VXIString true

    Note: If present, be sure to remove the # character at the beginning of the above line to uncomment it.

  8. Save and close the file.
  9. Open the file $SWISRSDK/config/Baseline.xml in a text editor.
  10. If using NRec 9.0.11 or 9.0.1.2:
    1. Find the series of lines beginning with the following:
    2. <param name="swisr_result_enable_speech_mode">
    3. Change the series of lines to read as follows:
    4. <param name="swisr_result_enable_speech_mode">
          <value>1</value>
      </param>
  11. If using NRec 9.0.13 or later:
    1. Find the series of lines beginning with the following:
    2. <param name="swirec_result_enable_speech_mode">
    3. Change the series of lines to read as follows:
    4. <param name="swirec_result_enable_speech_mode">
          <value>1</value>
      </param>
  12. Save and close the file.
  13. Restart the Nuance server.

For a Nuance Speech Server running on Windows:

  1. On the Nuance server, open the file %NSSSVRSDK%\config\NSSserver.cfg in a text editor.
  2. Find the line for parameter server.mrcp2.osrspeechrecog.mrcpdefaults.VSP.server.osrspeechrecog.result.sendnomatch.
  3. Change this line to read as follows.
    Important: All of the text below must be entered on a single line.
  4. server.mrcp2.osrspeechrecog.mrcpdefaults.VSP.server.osrspeechrecog.result.sendnomatch VXIString true

    Note: If present, be sure to remove the # character at the beginning of the above line to uncomment it.

  5. Find the line for parameter server.mrcp1.osrspeechrecog.result.sendnomatch.
  6. Change this line to read as follows.
    Important: All of the text below must be entered on a single line.
  7. server.mrcp1.osrspeechrecog.result.sendnomatch VXIString true

    Note: If present, be sure to remove the # character at the beginning of the above line to uncomment it.

  8. Save and close the file.
  9. Open the file %SWISRSDK%\config\Baseline.xml in a text editor.
  10. If using NRec 9.0.11 or 9.0.1.2:
    1. Find the series of lines beginning with the following:
    2. <param name="swisr_result_enable_speech_mode">
    3. Change the series of lines to read as follows:
    4. <param name="swisr_result_enable_speech_mode">
          <value>1</value>
      </param>
  11. If using NRec 9.0.13 or later:
    1. Find the series of lines beginning with the following:
    2. <param name="swirec_result_enable_speech_mode">
    3. Change the series of lines to read as follows:
    4. <param name="swirec_result_enable_speech_mode">
          <value>1</value>
      </param>
  12. Save and close the file.
  13. Restart the Nuance server.

Chinese TTS using Nuance Speech Server 5.0

In order to generate either Traditional Chinese or Simplified Chinese TTS using Nuance RealSpeak voice Mei-Ling 4.0.6 with Nuance Speech Server (NSS) 5.0.x, you must configure NSS correctly.

For a Nuance Speech Server running on Linux:

  1. On the Nuance server, open the file $NSSSVRSDK/config/NSSserver.cfg in a text editor.
  2. Find the series of lines below:
  3. server.rsspeechsynth.languageid.zh VXIString Mandarin Chinese
    server.rsspeechsynth.languageid.zh-CN VXIString Mandarin Chinese
    server.rsspeechsynth.languageid.zh-guoyu VXIString Mandarin Chinese
  4. Change the series of lines to read as follows:
  5. server.rsspeechsynth.languageid.zh VXIString Mandarin Chinese
    server.rsspeechsynth.languageid.zh-CN VXIString Mandarin Chinese GB
    server.rsspeechsynth.languageid.zh-guoyu VXIString Mandarin Chinese B5
  6. Save and close the file.
  7. Restart the Nuance server.

For a Nuance Speech Server running on Windows:

  1. On the Nuance server, open the registry editor.
  2. Create or edit registry keys as necessary to match the values shown below:
  3. [HKEY_LOCAL_MACHINE\SOFTWARE\ScanSoft\RealSpeak 4.0\Language Resources\Mandarin Chinese B5 (Mei-Ling)]
    "Gender"="female"
    "LanguageName"="Mandarin Chinese B5"
    "LanguageTag"="zh-guoyu-b5"
    "VoiceName"="Mei-Ling"
    [HKEY_LOCAL_MACHINE\SOFTWARE\ScanSoft\RealSpeak 4.0\Language Resources\Mandarin Chinese GB (Mei-Ling)]
    "Gender"="female"
    "LanguageName"="Mandarin Chinese GB"
    "LanguageTag"="zh-guoyu-gb"
    "VoiceName"="Mei-Ling"
  4. Close the registry editor.
  5. Open the file %NSSSVRSDK%\config\NSSserver.cfg in a text editor.
  6. Find the series of lines below:
  7. server.rsspeechsynth.languageid.zh VXIString Mandarin Chinese
    server.rsspeechsynth.languageid.zh-CN VXIString Mandarin Chinese
    server.rsspeechsynth.languageid.zh-guoyu VXIString Mandarin Chinese
  8. Change the series of lines to read as follows:
  9. server.rsspeechsynth.languageid.zh VXIString Mandarin Chinese
    server.rsspeechsynth.languageid.zh-CN VXIString Mandarin Chinese GB
    server.rsspeechsynth.languageid.zh-guoyu VXIString Mandarin Chinese B5
  10. Save and close the file.
  11. Restart the Nuance server.

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