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Genesys App Automation Platform Release Notes

Notices

Refer to the Genesys Supported Operating Environment Reference Guide for information on supported operating systems, databases, and web browsers.

Releases

Important
  • Not all changes listed below may pertain to your deployment.
  • Prior to the Nolan (3.5.000.09) release, Genesys App Automation Platform (GAAP) was known as SpeechStorm.

Oz (3.6.000.28)

Release Date Release Type Restrictions AIX Linux Solaris Windows
08/22/2017 Hot Fix X

What's New

This release does not include new features or functionality.

Resolved Issues

This release includes the following correction or modification:

  • WebIVR widgets can now process multiple Start blocks in series. Previously, using multiple Start blocks in series caused an error. (SPCHSTRM-800)

Oz (3.6.000.27)

Release Date Release Type Restrictions AIX Linux Solaris Windows
08/11/2017 Hot Fix X

What's New

This release does not include new features or functionality.

Resolved Issues

This release includes the following correction or modification:

  • Recording blocks now save incomplete utterances, even if the caller hangs up during the recording. Previously, only complete recordings were saved. (SPCHSTRM-739)

Oz (3.6.000.26)

Release Date Release Type Restrictions AIX Linux Solaris Windows
08/11/2017 Hot Fix X

What's New

This release includes the following new features or functionalities:

  • WebIVR applications can now use MicroApps powered by the Genesys Widgets framework. An agent using Genesys Workspace to chat with a customer can insert a specific URL into the conversation that the customer clicks to open the MicroApp. These MicroApps can solve various business objectives, such as securely collecting a customer's credit-card number without requiring the customer to give this number directly to the agent.
  • Reporting uses the following database performance improvements to provide additional flexibility and reduce the risk of call problems under load:
    • The save method can now insert all call steps in bulk instead of one at a time (the default is one at a time).
    • The backlog save and store functions now run in a separate thread.
    You can configure the following server settings related to these improvements:
    • EndOfCall.Processor.ThreadCount - Specifies the maximum number of concurrent threads (inserts) allowed at one time.
    • EndOfCall.Processor.ShutdownWaitInMilliseconds - Specifies the time, in milliseconds, for the thread executor to wait before terminating all inserts that are currently being executed.
    • EndOfCall.Processor.ThreadPoolQueue - Specifies the maximum number of threads that the thread connection pool executor can hold in the queue at one time, before sending calls directly to the backlog (pool exhaustion).
    • EndOfCall.Processor.CallStepsInsertBatchSize - Specifies the maximum number of call steps to send in batches for inserting into the database. The default value, 1, provides similar performance to previous releases. (Note: Genesys recommends that you only increase this value if network latency causes excessive write times due to many individual inserts. If network latency is not a concern, the default value of 1 provides faster overall throughput. Furthermore, Genesys recommends that you do not use a value higher than 30 to ensure you do not exceed the insert limit of the SQL Server.)
    Note: Terminating inserts that are currently being executed only leads to data loss if the call information has not been previously backlogged.
  • Customer Journeys now feature the following enhancements to provide more granular control of what is rendered on-screen:
    • A new default server setting, Reporting.CustomerJourneys.MaxJourneysPerReport, specifies the maximum number of unique journeys returned from the database.
    • A new option, Number of Journeys Displayed per Report, specifies how many journeys to generate. If not specified, GAAP uses the value of Reporting.CustomerJourneys.MaxJourneysPerReport.
    • A new option, Order Journeys by Popularity, specifies whether to sort journeys by order of most popular or least popular.
    • A new option, Number of Journey Steps per Customer Journey, specifies to only display journeys that contain steps between the specified values. By default, the minimum value is 0 and the maximum value is 9999.
  • The Integration Hub enables faster and more robust integration between GAAP and external systems. Using Groovy script, you can create, deploy, and maintain integration into backend systems by using the GAAP user interface. For example, you can set up a connection to an external RESTful interface, add business logic, and have that information appear in GAAP.
  • The Hive-Off process now has an automatic recovery mechanism. If there is a failure, the Hive-Off process attempts to rectify the database state and restart the process. The following default server settings have been added to configure this process:
    • DBOvernightJobs.MaxNumHiveOffRetries - Specifies how many times the Hive-Off attempts to restart after a failure. The default value is 5. Set this value to 0 to disable the recovery process.
    • DBOverNightJobs.HiveOffWindowInMinutes - Specifies the length of time from when the first Hive-Off attempt begins to when GAAP disallows additional Hive-Off attempts. The default value is 360. For example, if the first Hive-Off attempt begins at 2 a.m., by default GAAP allows additional Hive-Off attempts until 8 a.m.
    • DBOvernightJobs.DeleteOldHistoricalData.GroupSize - Specifies how many rows to include in each batch deletion of old historical data. Previously, this deletion was performed as a single transaction. The default value is 10000 rows.
  • This release includes security enhancements to protect against certain forms of cross-site scripting. (SPCHSTRM-627)
  • You can now list, export, and import visual personas in the same manner as voice personas. Specifically, you can:
    • List visual persona prompts using the Manage Prompts window.
    • Export all personas for a module or application.
    • Import a generated prompt list spreadsheet for a particular module or application that contains an updated visual persona prompt list.
    • Note: To upload .xlsx files, you must ensure the default server setting Resources.AllowedUploadContentTypes includes the following value: application/vnd.openxmlformats-officedocument.spreadsheetml.sheet.
  • You can now pass context from a call to WebIVR using either query string parameters or a hash code taken from the database. Previously, you had to include the hash code. Additionally, you can include only the query string parameters if the WebIVR.Hash.PerformHashCheck setting is false.
  • You can now access Help documentation by clicking the help icon in the top-right corner of the user interface.
  • GAAP now uses additional security restrictions to avoid potential denial-of-service attacks with Messaging Server components. A new default server setting, Messaging.API.MaximumAllowedCharactersPerMessage, specifies the maximum number of characters that can be present in a single message. The default value is 20000.
  • The following default server settings have changed:
    • The setting GraphViz.AllowOverrides is now set to true by default. This setting enables Customer Journeys graphs to render in a higher resolution.
    • The setting GraphViz.CustomerJourney.SplitRender is now set to true by default. This change prevents Customers Journeys graphs from rendering deleted modules and applications.
      Note You can set GraphViz.CustomerJourney.SplitRender to false if you want to render deleted modules and applications, but doing so reduces rendering performance.
  • Database transaction log file sizes have been reduced by excluding the index NC_historicalcalls_voiceplatformfullcallid from the list of indexes that are disabled and rebuilt after each nightly hive-off process.
  • The Script block editor page is now scrollable for improved usability.

Resolved Issues

This release includes the following corrections and modifications:

  • Backlog processing no longer fails if the process attempts to reinsert a failed call that contains an empty CLI value. (SPCHSTRM-662)
  • GAAP now clears dynamic menu options from the callflow if an error prevents the Script block from completing successfully. For example: You used the command context.addExtraMenuOption() in a Script block to generate dynamic menu options and the Script block encounters an error, which requires a subsequent Menu or Question block to handle the error. GAAP now clears the dynamic menu options and does not apply them to the subsequent Menu or Question blocks, allowing the error-handling process to continue as expected. (SPCHSTRM-586)
  • GAAP now correctly imports modules that contain a large number of DataObjects. Previously, these modules might have caused Oracle databases to run slowly or require a restart. (SPCHSTRM-576)
  • The Virtual Call feature now correctly displays variable values if you have already set values for attached data in the Start block and you select Show Full Details. Previously, these variables were not displayed when Show Full Details was selected for the Start block. (SPCHSTRM-573)
  • When designing a WebIVR theme, the preview window now automatically reflects changes made in the Override CSS section. (SPCHSTRM-572)
  • Text now aligns as specified when designing themes for use with WebIVR applications. (SPCHSTRM-571)
  • If you change an item in the color palette of a WebIVR theme, the change now propagates to any selector values that had used the previous color. (SPCHSTRM-564)
  • GAAP now sets a secure flag to ensure cookies from WebIVR applications are not transmitted when using an insecure connection.
    • Note: If Messaging Server is set to use HTTPS and is later changed to HTTP, GAAP overwrites the secure cookie with a non-secure cookie, and assigns a new virtual CLI to the customer. (SPCHSTRM-553)
  • WebIVR cookies used over non-secure connections are now only used for server-side processing. (SPCHSTRM-552)
  • GAAP now disables the browser's autocomplete feature for password fields. (SPCHSTRM-548)
  • GAAP can now import Excel spreadsheets without requiring the user to manually configure server settings. (SPCHSTRM-514)
  • Migration scripts now run additional checks to protect against database exceptions during the migration process. (SPCHSTRM-489)
  • Text no longer overlaps on the login screen if you are using a non-English display language. (SPCHSTRM-485)
  • WebIVR themes now properly apply changes to the Text Input Fields selector. (SPCHSTRM-479)
  • Email appenders have been removed from the default logging configuration. Previously, these email appenders might have negatively affected login performance. (SPCHSTRM-474)
  • GAAP now loads personas from the database at startup. Previously, GAAP did not load personas until the first call was received, which could cause an error if the persona failed to load in time. (SPCHSTRM-403)
  • Module parameters now display correctly in the Module Details tab, even if the parameters are out of sync with parent modules. (SPCHSTRM-331)
  • GAAP now displays an error message if you try to open a WebIVR application but WebIVR has not been set up correctly (for example, if a server domain name has been entered incorrectly). (SPCHSTRM-322)
  • Changes to a WebIVR theme now display immediately in the user's browser window. Previously, the old theme might have displayed due to a caching issue. (SPCHSTRM-307)
  • In the Users view, you can only view and edit other users who have role privileges equal to or less than your own. (SPCHSTRM-227)

Nolan (3.5.100.04)

Release Date Release Type Restrictions AIX Linux Solaris Windows
03/03/2017 General X

What's New

This release includes the following new features and functionalities:

  • This release adds a wide range of security enhancements.
  • GAAP now uses the following end-call handling if data is attached after a hang-up event:
    • The license is released.
    • The attached data is added to the cti_fields database cell in the database.
    • A WARN statement is added to the logs.
    Note: As the call has disconnected in this scenario, user-interaction blocks are not used or supported. The Menu or Question block in which the caller hung up has a result of hangup, but subsequent blocks have a result in line with their end state (for example, success, error, and so on).
  • If a database error occurs, GAAP now checks the SQL state against a comma-separated list specified in the following default server settings:
    • Backlog.BackLoggableErrorsList.ExactMatch
    • Backlog.BackLoggableErrorsList.StartsWith
    Errors that are not specified in this list are logged for easier debugging, if available.
  • WebIVR now uses smoother theme transitions. Additionally, themes change only when necessary, resulting in reduced network bandwidth.
  • Journeys tables in the database now use the data type nvarchar for faster and more efficient processing.
  • You can now set the following preferences per block or as a global default:
    • Always confidential variables - A list of comma-separated confidential variables that GAAP must not log when these variables are returned from web services.
    • Confidential variables to send - A list of comma-separated confidential variables that GAAP is permitted to send to web services for processing.
  • You can now use the following server settings to control masking of confidential variable values in Call Monitor and Database recognition results:
    • Reporting.Masking.ReplacementChar - Specify the character to use for masking. Default is X.
    • Reporting.Masking.StringLengthBeforeApplyingUnmasking - Specify the minimum string length before using unmasked characters. Default is 13.
    • Reporting.Masking.MaxUnmaskedChars - Specify the maximum number of characters to unmask, up to string length. Default is 4.
    Note: You cannot mask values that are attached to calls and hence viewable by agents. Therefore, you must ensure this attached data does not include sensitive values, such as PIN numbers, as these values still appear unmasked in the cti_fields database cell.
  • GAAP applications now use only HTTPS webpages. In addition, the Control Center uses an "always redirect" level of HTTPS enforcement.
  • You can use the server setting FilteredPrompts.Display.MaxNumRows to specify the number of rows to display when searching prompts. This setting ensures your web browser is not overloaded if your search returns a high number of results.
  • GAAP now ignores WIRE logging configuration in the log4j.properties file and sets as WARN, unless the HttpClient.Logging.PermitWireLogging default server setting is enabled.
  • You can now use the HSTS protocol for all HTTPS requests in the domain. You can enable this feature using the following GUI server settings:
    • Security.HSTS.Enabled = true
    • Security.HSTS.MaxAgeSeconds = 600
    • Security.HSTS.IncludeSubDomains = true
    • Security.HSTS.PreloadInBrowser = false
    Note: You must also add the GAAP self-signed certificate to the server's Trusted Authorities folder.
  • When the hive-off process starts, each GUI server now queries the configuration database to identify the primary GUI. This prevents the possibility of stale caches causing multiple GUI hive-offs.
  • WebIVR now uses a context-sensitive keypad on mobile devices. For example, if the customer is asked to input numbers, WebIVR displays the numeric keypad.
  • The Reports view now checks whether a nightly database job is in progress before it allows you to generate reports. This prevents unnecessary database load while maintenance is occurring.

Resolved Issues

This release includes the following corrections and modifications:

  • The Theme Previewer now correctly updates according to the selected theme being edited. (SPCHSTRM-375)
  • Virtual calls now end correctly if you enable the Skip blocks where no input is needed from the caller checkbox. Previously, the GUI log showed an error on the final page if you used this setting, due to a duplicate attempt at the completion redirect. (SPCHSTRM-363)
  • WebIVR session links now open correctly if the link was sent from a voice session with a non-default persona. (SPCHSTRM-352)
  • GAAP now checks the MIME type of uploaded files against a configurable list of acceptable MIME types. (SPCHSTRM-335)
  • Multimodal sessions now end gracefully if Orchestration Server returns a 200 response with error JSON. The call ends, the session is invalidated, and the license is returned for reuse by another call. (SPCHSTRM-334)
  • The MaxAllowed default value is now +96 for the Credit Card Expiry grammar. (SPCHSTRM-314)
  • GAAP now properly displays the text that appears for Whisper Transfers in Facebook. (SPCHSTRM-313)
  • Credit card numbers are now repeated correctly if you are using a Payment Capture module that is set to confirm the inputted card number with the caller. Previously, the module might have prepended an unrelated digit to the actual credit card number when it was repeated back to the caller. (SPCHSTRM-305)
  • Background images now appear correctly when you view them in the WebIVR Themes Previewer. (SPCHSTRM-299)
  • In the Administration > Phone Numbers tab, GAAP now displays a more informative validation message if you attempt to save a blank phone number rule set. (SPCHSTRM-291)
  • The hive-off process now rebuilds the index NC_historicalcalls_voiceplatformfullcallid before completion. (SPCHSTRM-289)
  • The end-of-call database write process now implements the following changes:
    • The query that tries to find a journey matching the current call now has a timeout to ensure the query does not run for too long.
    • If an error occurs when finding or inserting a journey, the call is now written to the backlog automatically to preserve the call data.
      (SPCHSTRM-288)
  • Informative error messages now display in the WebIVR Themes Previewer if the previewer fails to load due to:
    • Mixed protocols between the GUI server and the previewer.
    • The GUI not being set as an allowed domain.
      (SPCHSTRM-286)
  • Facebook bots still respond if you enter a blank string on a menu. (SPCHSTRM-276)
  • Failed call records now correctly enter the backlog queue if the database pool is exhausted. If the server setting Backlog.TreatAllFailuresAsBackloggable is set to true, GAAP writes all database exception errors to the backlog. If set to false, GAAP writes only certain database exception errors to the backlog as before. (SPCHSTRM-273)
  • Load Balancer servers now correctly implement TLS 1.2. Previously, Load Balancer servers used TLS 1.0, even if HttpClient.Security.SupportedProtocols was set to use TLS 1.2. (SPCHSTRM-248)
  • WebIVR now correctly removes the [pause] placeholder from prompts. (SPCHSTRM-234)

Nolan (3.5.000.09)

Release Date Release Type Restrictions AIX Linux Solaris Windows
12/21/2016 General X

What's New

This release includes the following new features and functionalities:

  • Added a messaging API to support multiple channels.
  • Added a load balancer for use with the messaging API.
  • Web IVR has been refactored to operate with the load balancer and messaging API.
  • Added Facebook Messenger integration for self-service applications.
  • Prompt Search/Replace has been added so that you can search all the prompts within a company and update the prompts in bulk.
  • Added Multi-Modal IVR capability. Note, this requires Genesys GVP 8.5 and Orchestration Server. Multi-Modal in this context means that with Nolan we have included the ability to use Web IVR and IVR simultaneously on a single call.
  • Added Multi-User notifications and Chat. If two or more users are editing a callflow they will be notified of each other’s activity. They can also send messages to each other via a new chat box.
  • Added Themes section to Personas tab for the creation of styles for Web IVR. This enhances the creation of styles by removing the requirement to write CSS directly.
  • Removed the ‘Visual Apps’ tab from the GUI as it is now redundant. Now every application will have a link in the callflow editor which will launch Web IVR.
  • Added a new Graph implementation for the GUI dashboard. This removes the requirement of having Adobe Flash installed.
  • New Business Processes introduced in this release:
    • IT Help Desk
  • New Utility Modules:
    • Easy Opening Hours

Resolved Issues

This release includes the following corrections and modifications:

  • Web IVR will no longer ignore message blocks if their TTS string is blank for the default persona. (SPCHSTRM-MANTIS-3550)
  • Altered the default value of VUI Preference ‘Retrieve CLI-specific data at start of call’ from ‘false’ to ‘true’. (SPCHSTRM-MANTIS-3516)
  • Enhanced Virtual Call so that it will automatically select the application where you launch it from. (SPCHSTRM-MANTIS-3445)
  • Changed the label of the Virtual Call button from ‘Make a virtual call into this flow’ to ‘Virtual Call’. (SPCHSTRM-MANTIS-3444)
  • Improved the error messages displayed when an error occurs using Web IVR. (SPCHSTRM-MANTIS-3441, SPCHSTRM-3202)
  • Corrected an issue saving when switching from one Visual Cluster to another within a company. (SPCHSTRM-MANTIS-3439)
  • Corrected the display of recording filenames in both Questionnaire Builder and Random Questionnaire Builder when viewing a report on-screen. (SPCHSTRM-MANTIS-3317)
  • When downloading of recordings in Questionnaire Builder and Random Questionnaire Builder is disabled but an attempt is made to access the URL to download the recordings anyway, then an exception is thrown and the IP address of the user is logged. (SPCHSTRM-MANTIS-3315)
  • Corrected the dates displayed in the name of the ZIP file of recordings when downloading recordings via either Questionnaire Builder or Random Questionnaire Builder. (SPCHSTRM-MANTIS-3223)
  • Corrected the escaping when displaying retry prompts in Web IVR. (SPCHSTRM-MANTIS-3141)
  • Enhanced Web IVR when a button is clicked. A loading bar will be displayed to prevent the button being clicked more than once, and also to give feedback to the user. (SPCHSTRM-MANTIS-3030)
  • Sip 503 errors are now prevented if GAAP attempts to attach data to the call after the caller had hung up. Callflow error handling has also been improved to prevent the possibility of infinite loops. (SPCHSTRM-MANTIS-2890)
  • Improved the guidelines in database.properties to explain how to correctly escape entries. (SPCHSTRM-MANTIS-162)
  • When using Virtual Call, the end type of the call will now be correctly displayed in the call reports. (SPCHSTRM-MANTIS-141)
  • Virtual Call will now hang up the call if an error occurs. (SPCHSTRM-MANTIS-138)
  • Removed the possibility of an error occurring when launching Virtual Call when there is no Site ID in the session. (SPCHSTRM-MANTIS-132)
  • Improved the validation message displayed when the text box for CLI is left blank when starting a Virtual Call. (SPCHSTRM-MANTIS-131)
  • Removed the requirement for Web IVR to have a products folder in its webapp as it is now redundant. (SPCHSTRM-MANTIS-46)
  • Virtual Call has been improved to better handle Start blocks. (SPCHSTRM-MANTIS-44)
  • The call details report will now display the correct value for the result of an End block when it has been set to Disconnect. (SPCHSTRM-MANTIS-42)
  • Added an informative message to Virtual Call in the case where a link block doesn’t point to a module. (SPCHSTRM-MANTIS-31)
  • Fixed an issue with Virtual Call that could unintentionally log you out of the GUI when using IE11 or Edge. (SPCHSTRM-MANTIS-30)

Mendes (3.4.0)

What's New

This release includes the following new features and functionalities:

  • The visual appearance of the Control Centre user interface has been updated.
  • There is now a simplified mode to Script blocks to make it possible to set a variable without writing Groovy script.
  • New Script block API methods allow token-based passing of variables in-scope from voice channels to visual channels and back again.
  • It is now possible to add per-prompt CSS customizations in Visual IVR.
  • Results of standard reports (for example, Block Results and Business Tasks Summary) can be downloaded in CVS format.
  • Results in the Block Results report can be filtered to show only certain blocks of interest.
  • Raw call data reports can now be viewed on-screen with pagination between groups of records.
  • Raw call data reports can be filtered by CLI and/or DNIS.
  • SpeechStorm now officially supports Oracle 12c for core and reports databases.
  • SpeechStorm is now validated against Nuance Vocalizer 6 TTS and Nuance Recognizer 10 ASR.
  • SpeechStorm is now validated against Genesys GVP 8.5.
  • The SpeechStorm Control Centre now supports the Mozilla Firefox, Google Chrome, and Microsoft Edge web browsers.
  • SpeechStorm is tested against the Genesys Portico SMS Gateway for sending outbound messages.
  • TTS prompt wordings can now be exported to Excel format and re-imported again.
  • For convenience, prompts within the same prompt section (for example, Initial Prompts in a Menu block) can be re-ordered using drag-and-drop.
  • The SpeechStorm Control Centre now runs in a 64-bit process.
  • It is now possible to edit all of the parameter values for parameterized callflow modules in one screen.
  • There is now an index on the calls.voice_platform_full_call_id database column to assist with matching records in SpeechStorm with their counterparts in InfoMart.
  • A new server setting permits control over whether audio files captured by a Recording block should be copied to all VUI servers.
  • New Business Processes introduced in this release:
    • Airline Flight Status
    • Card Cashback Request
    • Dynamic Grammar
    • Dynamic Menu
    • Loan Request
    • Local Identification and Verification
    • Statement Request
    • YesNo Selector
  • Enhanced Business Processes included in this release:
    • Questionnaire Builder and Random Questionnaire Builder now have the ability to view the questionnaire results on-screen.

Resolved Issues

This release includes the following corrections and modifications:

  • URLs for grammar files that are reported in Nuance logs now contain the block type and block name for ease of classification during tuning exercises. (SPCHSTRM-MANTIS-3412)
  • Nuance en-us TTS no longer reads out the word "space" when alphanumeric strings contain space characters. (SPCHSTRM-MANTIS-3343)
  • Playback of alphanumeric strings in Nuance en-us TTS no longer says the word "capital" before uppercase letters. (SPCHSTRM-MANTIS-3327)
  • Summary Report now correctly displays the average calls per day. (SPCHSTRM-MANTIS-3285)
  • Clicking the Jump to Module button in a Link block that doesn’t point to another module no longer causes an error. (SPCHSTRM-MANTIS-3284)
  • It is now possible to use [var] variable notation in the values for parameters being passed in to standard grammars. (SPCHSTRM-MANTIS-3274)
  • Virtual Call now works correctly with Internet Explorer 11. (SPCHSTRM-MANTIS-3248)
  • Resolved an issue whereby Visual IVR would sometimes fail when skipping over Recording blocks. (SPCHSTRM-MANTIS-3247)
  • Business Tasks Summary report now correctly filters on a per-Application basis. (SPCHSTRM-MANTIS-3238)
  • Expansion of [var] variable references in prompts is now correctly applied in Virtual Call. (SPCHSTRM-MANTIS-3226)
  • Questionnaire Builder and Random Questionnaire Builder now correctly close connections to the database after downloading results. (SPCHSTRM-MANTIS-3222)
  • Resolved an Out Of Memory Error when importing callflows. (SPCHSTRM-MANTIS-3215)
  • Removed spaces from the return value of the US Phone Number standard grammar. (SPCHSTRM-MANTIS-3211)
  • Downloading CPR prompts for Cantonese and Mandarin languages no longer causes an error. (SPCSTRM-3207)
  • Visual IVR no longer deletes contents of the resources folder when creating a new Visual App. (SPCHSTRM-MANTIS-3206)
  • Resolved a typographical error in the Visual IVR default CSS file. (SPCHSTRM-MANTIS-3204)
  • The Scripting.EndCallNotification.WebServiceURL setting is now created as standard. (SPCHSTRM-MANTIS-3197)
  • Downloading moderate amounts of raw call data in CSV format no longer causes an Out Of Memory Error. (SPCHSTRM-MANTIS-3192)
  • It is now possible to create two separate non-concurrent Business Tasks with the same name during a call. (SPCHSTRM-MANTIS-3188)
  • The Application Designer role is now able to add and remove "Other Prompts" from the Prompt List page when the module is locked. (SPCHSTRM-MANTIS-3186)
  • Interceptor blocks no longer auto-create paths for known defaults such as "error" and "recognition failure." (SPCHSTRM-MANTIS-3180)
  • The "recognition failure" path in Menu and Question blocks is now created as a simple path and not as a menu option. (SPCHSTRM-MANTIS-3179)
  • Resolved an issue that was preventing the correct display of ‘special dates’ in the Edit Opening Hours page. (SPCHSTRM-MANTIS-3161)
  • Control Centre now allows apostrophe characters in email addresses. (SPCHSTRM-MANTIS-3153)
  • Corrected a typographical issue in the introduction text on the Default Server Settings page. (SPCHSTRM-MANTIS-3148)
  • Improved the user experience and alerting if JavaScript is not enabled on the user’s browser. (SPCHSTRM-MANTIS-3140)
  • Prompt list for es-mx CPR prompts now correctly displays accented characters. (SPCHSTRM-MANTIS-3135)
  • Resolved issues with the layout of the TreeView Callflow Editor in Chrome and Firefox browsers. (SPCHSTRM-MANTIS-3127)
  • Random Questionnaire Builder no longer generates an error when entering dates if the display language is Spanish. (SPCHSTRM-MANTIS-3120)
  • Visual IVR credit card expiry input now accepts December in the earliest year in-range. (SPCHSTRM-MANTIS-3116)
  • Resolved a Visual IVR scrolling issue in Firefox. (SPCHSTRM-MANTIS-3103)
  • Visual IVR now uploads custom CSS and logo files to multiple servers. (SPCHSTRM-MANTIS-2954)
  • The user’s choice of selected persona is now maintained when switching between different block editors in the Callflow Editor. (SPCHSTRM-MANTIS-2240)

Lynch (3.3.1)

What's New

This release includes the following new features and functionalities:

  • Added support for Windows Server 2012 R2.
  • Added support for SQL Server 2012 Database.
  • Added support for seventeen "Silver" (Medium) level Concatenated Prompt Recording (CPR) packs. This significantly adds to our previous CPR packs which were:
    • Gold (Full): English, American-English and Mexican-Spanish.
    • Bronze (Basic): English and French
    Dynamic prompt recordings are used to playback numbers, dates, times, currencies and alphanumeric strings. This is achieved through concatenating audio files. In the Bronze (basic) CPR pack there are less than 150 audio files. In the Silver (medium) CPR pack there are between 750 -1000 audio files depending on the language. In the Gold (Full) CPR pack there are between 3000-4000 audio files.
    The Silver and Gold packs expand on the Bronze pack so that fewer concatenations are necessary. This results in smoother and more natural sounding playback. The audio files are to be recorded by the customer using the same voice artist as that for the static prompts.
    The new Silver CPR packs are listed below
Language Language Code
Arabic Ar-ww
Czech Cs-cz
German De-de
English En-gb
Spanish Es-es
French Fr-fr
Hindi Hi-in
Hungarian Hu-hu
Italian It-it
Japanese Ja-jp
Malayalam Ml-in
Dutch Nl-nl
Polish Pl-pl
Portuguese Pt-pt
Russian Ru-ru
Cantonese Zh-hk
Mandarin Zh-ma

Resolved Issues

This release includes the following correction or modification:

  • GAAP now prevents call-record duplication if the response to a hang-up event takes longer than the MCP fetch-timeout.

Lynch (3.3.0)

What's New

This release includes the following new features and functionalities:

  • Visual IVR to allow IVR callflows to be presented on web pages.
  • MX Enhancement: ability to embed Visual IVR flows in a mobile app.
  • MX Enhancement: Dedicated ‘tablet’ layout option.
  • MX Enhancement: WebRTC support via Visual IVR.
  • Preview CSV reporting data on-screen before downloading.
  • Reporting drill-down into individual call details.
  • Added ability to pass parameters into Link blocks.
  • Added table to show where each module is called from.
  • GUI display text localisation: de-de.
  • MCP performance enhancement: reduction in number of HTTP fetches required.
  • Beta support for HollyConnects 6.0 platform.
  • Beta support for Nuance Recognizer 9 and Vocalizer 5 with Cisco 10.

Resolved Issues

This release includes the following corrections and modifications:

  • Updated the default MRCP connection settings. (SPCHSTRM-MANTIS-3022)
  • Blank ‘DNIS’ fields for Inbound SMS rules are now handled correctly in Oracle. (SPCHSTRM-MANTIS-3003)
  • Increased the maximum length of data object audio filenames in the database. (SPCHSTRM-MANTIS-2992)
  • French (fr-fr) is now included in the available languages setting for both TTS and ASR, rather than having to be added manually. (SPCHSTRM-MANTIS-2979)
  • Module details are now updated when deleting a persona. (SPCHSTRM-MANTIS-2953)
  • Corrected placement of the ‘currently editing’ toolbar for small screen sizes. (SPCHSTRM-MANTIS-2948)
  • Average calls per day is now displayed correctly in the Summary report when using Oracle. (SPCHSTRM-MANTIS-2935)
  • Virtual Call no longer displays JSON text when hitting return in a Question block. (SPCHSTRM-MANTIS-2925)
  • Virtual Call now remembers the start page settings between visits. (SPCHSTRM-MANTIS-2923)
  • The correct timestamp is now used in the Hive Off logging. (SPCHSTRM-MANTIS-2917)
  • Using opening hours in a Phone Transfer block no longer causes errors. (SPCHSTRM-MANTIS-2911)
  • Script block unit tests now display the return value in the results section. (SPCHSTRM-MANTIS-2910)
  • Better handling of session IDs in Virtual Call. (SPCHSTRM-MANTIS-2896)
  • Password reset email is now internationalized. (SPCHSTRM-MANTIS-2700)
  • No longer have to save a callflow before running unit tests in a new Script block. (SPCHSTRM-MANTIS-2192)
  • Better error messages when exporting callflows with a missing wav file. (SPCHSTRM-MANTIS-2042)

Known Issues

This is a cumulative list of known issues for all releases of Genesys App Automation Platform:

  • Oracle databases might fail when used with GAAP 3.6.x because the number of available cursors can exceed the default Oracle setting.
    • Workaround: As a SYS user, execute the following command in Oracle:
      ALTER SYSTEM SET open_cursors = 600 scope=both;
    (SPCHSTRM-650)
  • Firefox might become unresponsive if you use the browser's Find feature to search for text in the GAAP user interface.
    • Workaround: Use the Find feature in another supported browser. (SPCHSTRM-597)
  • Calls by Date report shows incorrect results on some environments; figures shown are correct, but the dates displayed can be out-of-sync. (SPCHSTRM-MANTIS-2739)
  • Dashboard graphs don't show today’s calls on some environments. (SPCHSTRM-MANTIS-2722)
  • System Pulse query can run slowly (SQL Server). (SPCHSTRM-MANTIS-2721)
  • End-of-call HTTP timeouts are not handled gracefully. (SPCHSTRM-MANTIS-2663)
  • The Save and Close button in the Mobile "Start" block editor is not localized for "es" locale. (SPCHSTRM-MANTIS-2571)

Supported Languages

Voice channel

Section Supported language(s)
User interface
  • UK English (en-gb)
  • French (fr-fr)
  • German (de-de)
  • Spanish (es-es)
Dynamic prompts
  • UK English (en-gb)
  • US English (en-us)
  • Arabic (ar-ww)
  • Czech (cs-cz)
  • German (de-de)
  • Spanish (es-es)
  • Mexican Spanish (es-mx)
  • French (fr-fr)
  • Hindi (hi-in)
  • Hungarian (hu-hu)
  • Italian (it-it)
  • Japanese (ja-jp)
  • Malayalam (ml-in)
  • Dutch (nl-nl)
  • Polish (pl-pl)
  • Portuguese (pt-pt)
  • Russian (ru-ru)
  • Chinese Cantonese (zh-hk)
  • Chinese Mandarin (zh-ma)
Non-dynamic prompts
  • Pre-recorded prompts: Supports all languages.
  • TTS prompts: Supports all languages that are supported by Nuance.
Input
  • Speech recognition for menu options, Grammar Builder and custom grammars: Supports all languages that are supported by Nuance.
  • Standard grammars: Supports English (en-gb), Spanish (es-es), and French (fr-fr).

Digital channels

Section Supported language(s)
User interface
  • UK English (en-gb)
  • French (fr-fr)
  • German (de-de)
  • Spanish (es-es)
Dynamic and non-dynamic prompts Wording for prompts and screens: Supports all languages.
Input
  • Input for menu options, Grammar Builder and custom grammars: Supports all languages.
  • Standard grammars: Tested to support English (en-gb), Spanish (es-es), and French (fr-fr). Standard grammars for other languages have not been tested by Genesys but might offer some degree of functionality.

Contacting Genesys Customer Care

Need additional assistance with using your Genesys solution? We’re happy to help. Just contact us using one of the phone numbers listed on the following page: Contact Phone Numbers.

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This page was last modified on November 24, 2017, at 09:09.