Release Note

Contents

Introduction

As of February 1, 2012, Genesys is no longer an affiliate of Alcatel-Lucent; any indication of such affiliation within Genesys products or packaging is no longer applicable. Please see the Genesys website at http://www.genesys.com for more details.

This release note applies to all 8.1 releases of Workforce Management Daemon.

• Links in the Contents section enable you to access information regarding a specific release. Releases are listed by version number rather than in date order. For this reason, a recent release may be listed after earlier releases, if the version number is lower. Except when otherwise noted in the information for a specific release, each release includes all of the features and corrections that were introduced for the applicable operating system at earlier dates, regardless of the version numbering.
• The Release Number table lists the supported operating systems for each release at a high level. For more detailed information, see the Genesys Supported Operating Environment Reference Guide.
• The Known Issues and Recommendations section is a cumulative list. It includes information on when individual items were found and, if applicable, corrected.
• The Corrections and Modifications section for each release may list additional issues that were corrected without first being documented as Known Issues.
• The Discontinued Support section is cumulative. It lists functionality that is no longer supported and the release number of the version in which support was discontinued.

Use of Third-Party Software

Genesys follows applicable third-party redistribution policies to the extent that Genesys solutions utilize third-party functionality. For additional information about third-party software used in this product, see the Read Me. Please contact your Genesys Customer Care representative if you have any questions.

Supported Operating Systems

New in This Release

There are no restrictions for this release. This section describes new features that were introduced in this release of Workforce Management Daemon.

• WFM Daemon can now connect to the backup Configuration Server at startup if the primary Configuration Server is not available.

Corrections and Modifications

There are no corrections or modification in this release.

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Supported Operating Systems

New in This Release

There are no restrictions for this release. This section describes new features that were introduced in this release of Workforce Management Daemon.

• Supports backup Configuration Server during application startup with the addition of two new command line options: backuphost and backupport. These options are specified in the same way as the host and port options and have the same meaning, except that they specify how to connect to the backup Configuration Server. If the primary Configuration Server is not available, WFM Daemon uses this information to connect to the backup Configuration Server.
  
  Note: The Application name must be the same on both primary and backup Configuration Server. (WFM-20200)

Corrections and Modifications

There are no corrections or modification in this release.

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Supported Operating Systems

New in This Release

There are no restrictions for this release. This section describes new features that were introduced in this release of Workforce Management Daemon.

• This release supports new functionality introduced in Workforce Management 8.1.2.

Corrections and Modifications

WFM Daemon now correctly sends notifications to supervisors when there are Pending Trade events, and supervisors notifications had been set for the same number of Business Units, Sites, and Teams in both the User Security Objects tree and in Modules > Notifications. Previously in this scenario, notifications were sent only to agents and not supervisors. (ER# 305920132)

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Supported Operating Systems

New in This Release

There are no restrictions for this release. This section describes new features that were introduced in this release of Workforce Management Daemon.

• Introduction of Workforce Management Daemon Language Packs. Language Packs allow installers to select the language in which the user interface (UI) and online help files display.
• WFM Daemon now allows multiple installations on the same operating system.

Corrections and Modifications

This release of includes the following correction:

WFM Daemon requires special settings in order to connect to a Genesys Configuration Server that is configured to use IPv6 under default settings, if WFM Daemon has the following configuration settings: a Windows operating system, Oracle Java version 6, and a network configured to use IPv6. (ER# 276933200)

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Supported Operating Systems

New in This Release

There are no restrictions for this release. This section describes new features that were introduced in the initial 8.1.1 release of Workforce Management Daemon.

• This release of WFM Daemon contains changes to support new functionality in Workforce Management 8.1.1.

Corrections and Modifications

This release does not include corrections or modifications.

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Known Issues and Recommendations

This section provides the latest information on known issues and recommendations associated with this product.

WFM Daemon will fail to connect to Genesys Configuration Server in the following configuration:

• Windows operating system and Oracle Java 6.
• The network is set up to use IPv6.
• Genesys Configuration Server is set up to use IPv6, with default settings.

Workaround: To operate successfully in this configuration, you must specify this additional Java option:

-Dcom.genesyslab.platform.commons.connection.impl.netty.transport=oio

If WFM Daemon is run as a service:

1. Start the Windows utility regedit.exe.
2. Locate the key HKEY_LOCAL_MACHINE\SOFTWARE\Apache Software Foundation\Procrun 2.0\WFMDaemon\Parameters\Java.
3. Edit the key's Options by adding the option above to a separate line.
4. Save the changes.

Important: The new option must be on a separate line.

If WFM Daemon is run from the command line:

1. Open the file wfmdaemon.cmd, which is located in its installation directory.
2. Place the cursor at the end of the line starting with set JAVA_OPTS=.
3. Type a space, and then the additional Java option listed above.
4. Save the changes.

These actions should be performed by experienced users. (WFM-18089, ER# 276933200)

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Discontinued Support

This section documents features that are no longer supported in this software. This cumulative list is in release-number order with the most recently discontinued features at the top of the list.

Microsoft Windows Server 2003 is no longer supported.

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Internationalization

Information in this section is included for international customers.

Starting in 8.1.2, Localization Kits include context information for resources that appear in products that will be translated.

Language Packs are supported in 8.1.2 and 8.1.1 releases of this product. However, 8.1.3 releases of this product do not support 8.1.2 or 8.1.1 Language Packs. Use 8.1.3-compatible Language Packs upon their availability.

Language Packs allow installers to select the language in which the user interface and online help files are displayed. For details about available Language Packs, including languages, see the Workforce Management Release Notes section of the Genesys Documentation website.

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Additional Information

Additional information on Genesys Telecommunications Laboratories, Inc. is available on our Customer Care website. The following documentation also contains information about this software. Please consult the Administrator's Guide first.

• Workforce Management 8.1 Administrator's Guide introduces the product, presents its architecture, offers deployment-planning recommendations and considerations, explains how to configure and install the WFM 8.1 components, explains how to start and stop all components, explains how to use the WFM Database Utility, provides troubleshooting suggestions, and includes a list of WFM-specific terms and their definitions.

• Workforce Management 8.1 Configuration Utility Help explains how to use the WFM Configuration Utility to set up WFM objects (such as sites, time zones, and Agents) and constraints (such as security settings, working hours, and time-off  rules).

• Workforce Management 8.1 Web for Supervisors Help explains how to use the Supervisor web interface to create forecasts and schedules, make schedule and staffing changes, and to track Agent real-time adherence and contact center performance. WFM Web for Supervisors also contains the WFM reporting functions.

• Workforce Management 8.1 Web for Agents Help explains how to use the Agents web interface to check agent schedules, request time off and working hours, adjust other preferences, and make schedule trades with other Agents.

Product documentation is provided on the Customer Care website, the Genesys Documentation website, and the Documentation Library DVD (produced monthly).

Note: For the DVD, the New Documents on this DVD page indicates the production date for that disc. Due to disc production schedules, documentation on the Genesys Documentation website might be more up-to-date than what is available on disc immediately after a product is released or updated. To determine the version of a document, check the version number that is located on the second page in PDFs or on the About This File topic in Help files.

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