Avaya Call Recorder Patching 15.1

If you didnt know already patching has changed on Avaya Call Recorder. Avaya Solution SOLN311871.

Patch Utility Tool
You need to install the ACR patching tool on each server prior to patching. (in future releases it reports it will be installed automatically)

If using Linux ensure you are logged in as witness user
Locate the ACR install folder (on Linux it is /opt/witness and Windows installationFolder\Avaya\ContactRecorder
Create a new folder called patches alongside logs, keystore, properties
Copy the patchtool.jar file into the newly created patches folder.
The patch tool will create a rollback patch, apply the new patch files and delete the work folder.

Normally any patch can be applied as long as it is higher that the currently installed patch.
However, occasionally a patch may need a specific earlier patch to be installed first. If this is the case, the patch tool will warn you, and you will have to obtain and install the earlier patch first.

Linux Systems
Copy the patch (.apa) file to the recorder via sftp using the witness user. /tmp is the best location for the patch fileLog onto the recorder as the witness user
Stop the recorder
su – -c “service cscm stop”
Change directory to the patches folder
cd /opt/witness/patches
Check the current patch
../java/latest/jre/bin/java -cp patchtool.jar Patcher
Apply the new patch(es)
../java/latest/jre/bin/java -cp patchtool.jar Patcher /tmp/acr-15.1fp1-patchNumber.apa
Perform any property file changes indicated in the fixed issues table. Under Linux, the property file is /opt/witness/properties/acr.propertiesRestart the recorder
su – -c “service cscm start”

Windows Systems
Copy the patch (.apa) file to a temporary folder on the recorder
Stop the recorder serviceStart a Command Prompt window
Change directory to the patches folder
cd installationFolder\Avaya\ContactRecorder\patches
Check the current patch
(with current directory set to \patches folder, run command exactly as follows)
..\jre\bin\java -cp patchtool.jar PatcherGui
Do not close the Java applet
Apply the new patch(es) using the File/Open menu option from the Java applet

Perform any property file changes indicated in the fixed issues table.
Under Windows, the property file is installationFolder\Avaya\ContactRecorder\properties\acr.properties

Restart the recorder

After the patch has been applied to the recorder ensure that the recorder has started.

Log on to the recorder’s admin page and confirm the patch number displayed on the license page matches the patch applied. Perform a test call to a targeted station and confirm that this call is recorded by replaying the recording.

Patch Rollback
If you currently have patch 0044 installed and you install patch 0055, the patch tool will create a ‘rollback’ patch that allows you to roll back from 0055 to 0044. The rollback patch will be created in the rollback subfolder of the patches folder and will include 0055to0044 in the name.
Apply a rollback patch the same way as a normal patch. The patcher utility checks that the rollback is appropriate (e.g. the 0055to0044 rollback can only be applied if the current version is 0055).
After you apply a rollback patch you can delete the rollback patch archive file from the patches/rollback folder. Not all patches can be rolled back. Once a patch is rolled back a new patch can be applied before starting the recorder.

Development Patches
You may occasionally have to install a development patch – typically to help to diagnose a problem. Development patches always end in a letter e.g. 0055a. When you apply a development patch it creates a rollback patch as above. What is different is that, having applied a development patch, you will not be able to apply any other patches until you rollback the development patch.

System Manager web gui slow

Restart or stop and start these two services

Service cnd restart
Service jboss restart

CMS Supervisor Cache Clear

Problems with CMS Supervisor / reports try clearing the CMS Supervisor cache file;

  • Close CMS Supervisor
  • Press the windows key and ‘r’ together
  • Type %appdata% into the box and hit enter
  • Navigate to Avaya\CMS Supervisor R**\Cache
  • Delete CVS_Cache.tmp
  • Open CMS Supervisor

** dependant on your version i.e. R18

CM7 – AES Link will not re-stablish

After an unexpected interchange on CM the AES link was dropped, it registered with the AES and would not recover bace to the CORE server.  Despite stopping and starting the AES services and a AES linux restart the link remains down.

On CM “disp aes cti” shows CTI link down

On AES CLI running the command “netstat -an | grep 8765 – cm

You can only see it established to the ESS or nothing.

To resolve on CM change IP-Service and disable the link to the CTI ports on page 1st and 4th page of the form and save.

Now on the AES click all the services and then click on Restart Service


Go back to CM change IP-Services and re-enable the link (Y) to the CTI ports on the 1st and 4th pages.

Run the command disp cti aes and check the link has now established.

On AES running the command “netstat -an | grep 8765 – cm” you should see a connectin to both the CORE and ESS servers.

If the above does not resolve repeat the steps but do the Restart AE Server instead of a restart of the services.

** The issue was due to snapshots being run on a live enviroment, Avaya advise not to run snapshots on any CM server either active or standby  unless the CM services are stopped **




If you are having MWI issues on Avaya Aura Messaging here is the procedure to resync Cache from the MAS. It will affect voicemail funcitionality so best to do out of hours unless you have permission from customer.

Login to server > Administration > Messaging > Advanced (Application) > System Operations

Reload Caches > Application Distributed Cache (ADCS): Synchronize

Now retest …

If this does not resolve then carry out the following;

Local Directory Cache (Clear the local directory cache) > Clear Distributed Cache (ADCS) Maintenance > General

a. Delete Cache

b. Clear Cache.

c. Clear Greeting/Names.

Reload Caches > Application Distributed Cache (ADCS): Synchronize

IP DECT – CM Trunk Down

Despite having worked previously one day IP DECT h.323 trunk shows down on DECT although up on CM. We tried changing sockets, making a new DECT master etc but all failed.

  • You can intially try to busy-out/release trunk and signaling group then reset the DECT Master.
  • If this fails build a new signalling and trunk group indentical to the orignal all be it with different socket numbers. Add it to  the DECT Master and reset.
  • If the new trunk shows in service and the old one is down then the signalling group has come disfunctional in some way delete the old one use the new one.

SOLN319474 has been added to Avaya knowledgebase


One X Attd reset weblm


You need to create a Users.xml file with the following content in it;


<?xml version=”1.0″ encoding=”UTF-8″ standalone=”no”?>
<!DOCTYPE Users SYSTEM “user.dtd”>
<User id=”admin”>

  • Stop the Avaya One X Attendant weblm service.
  • Navigate to the following directory. (tomcat version maybe different)

C:\Program Files (x86)\Avaya\Servers\WebLM\Tomcat8\webapps\WebLM\admin

  • Create a new folder and move the existing Users.xml file in that directory to the new folder.
  • Move your newly created Users.xml folder to that directory.
  • Start the Avaya One X Attendant weblm service.
  • Now browse to your weblm address and login with defaults.