This release showcases new state-of-the-art voice quality management for Contact Center Systems, as well as a new release of Files and Folders, and numerous enhancements to reports and SIP Tracing.

At a glance:

  • Call Center
    • On the CMS Call History Page, it is now possible to not only view voice quality configuration details for a segment, but also the full diagnostic graphical presentation of the stream
    • The Voice Quality Dashlet has been updated to incorporate streams routed through Call Centers, summarizing voice quality by Agent, Skill, and VDN
  • Files and folders has undergone a major UI upgrade, making it easier to navigate and share content with Virsae or customers
  • We’ve introduced a new report, Redundant Audio Files, as well as enhancing several existing reports.
  • The SIP Trace page has several new enhancements to make troubleshooting SIP traces easier

New Functionality

CMS Call Center

On the CMS Call History page, it is now possible to see a full graphical overview of the stream details, bidirectionally for jitter, packet loss, latency and MOS.  Click on a row, and select details.

Graphical Stream overview is now available for each CMS Call History segment

The VQM Summary dashlet has also been extended, to show a breakdown of streams by Agent, Skill, and VDN for the streams routed through a CMS Call Center

Files and Folders – Preview

We have upgraded Files and Folders, with a brand new UI, making it easier and faster to use.

Files and Folders is a great documentation and data sharing tool for business partners and customers alike.  It  can be used to view auto-generated system content, such as schematics, backups or log files, as well user-generated content.  And, business partners can specifically share content with selected customers – without needing to navigate outside of VSM to a third party document sharing system.

Uploads to Files and Folders is free and unlimited.

Content is differentiated by three icons

Automatic system-generated content, for example back ups, schematics or log files

  •    User generated content, for example documentation or software images
  • Shared content

 

Sharing content is easier than ever.  Click on a folder and click share.

Similar to other mainstream cloud documentation systems, shared content is visible in a ‘Shared with me‘ folder.

And, for further ease of use, any content can easily be found via a global search bar at the top.

Files and Folders – Preview, is available alongside Classic Files and Folders, under Service Desk.  Check it out.

Reporting Enhancements

New Redundant Audio Files Report

A new report is available under Configuration Manager > Redundant Audio Files report.

The report shows all redundant audio files on audio resources, i.e: audio files not in used because there isn’t an extension assigned to that file.

Previously, VSM had the capability to report on redundant audio files, but did not identify what they are, so this report addresses that gap.

The new Redundant Audio Files Report

Station licence breakdown in Licence Capacity reports for ACM

Avaya have gone to market with 3 different station licence types that don’t present themselves natively in ACM licence raw data. VSM now captures this data and presents it in reports as a subset of Station Capacity. The 3 licence types present as Basic, Core, or Power. This data is available in Capacity Manager -> Reports -> Licence and Licence Trend reports. Note that specific templates need to be utilized in System Manager when adding stations that consume these types of licences.

Ability to see connected phone type in Extension Activity Report

The Extension Activity Report has been updated to include the phone connection type.

The Connected type will show for all stations, with a last registration date.

Improvements to SIP Trace

Several enhancements have been made to the Availability Manager -> SIP Trace page, including:

The SIP Trace page has been updated to now display the AV-GSID. The Avaya-Global-Session-ID allows users to do cradle-to-grave call tracing since the SIP Call-ID will change as a session moves through B2BUA entities, but AV-Global-Session-ID will not.

To further assist with troubleshooting, the SIP message for each trace is now shown directly embedded in the table.

AV-GSID is now available as part of SIP Trace diagnostics. It is also possible to see the embedded raw SIP Trace message for each session

Ability for administrators to delete public dashboards

Previously, it was not possible to delete other users’ dashboards.  This posed a problem if a user had numerous shared dashboards, but was no longer an active user of VSM, and could clutter the Dashboard Management page.   Administrators now have permissions to remove any public dashboards.

Bug fixes

On the Classic Avaya Equipment page, there was a context menu entry for ACMs, called test INADS – which triggers and runs the testinads command at the shell of the ACM.

This functionality has now been included on the new Manage Equipment page.

For clarity it has been renamed to ‘Generate Test Alarm’.

On execution a green or red toaster will appear in the same manner as on the classic page.

Previously, under Service Desk -> Equipment Locations, the collector type was sometimes displayed. Hardware collectors were displayed as software and vice versa.  This issue has now been fixed.

Previously, the Station Data report was not populating all stations. This has now been fixed, and the report is populated with the full station list.

A while ago, an issue was introduced to the Suggest Software Report, where items names and item types were missing. This has now been fixed.