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Copyright

All Genesys software is © Copyright 2011–2014 Genesys Telecommunications Laboratories, Inc. All rights reserved.

Complete information about Genesys proprietary intellectual property, including copyrights, can be found here.

Trademarks

Genesys and the Genesys logo are registered trademarks of Genesys Telecommunications Laboratories, Inc. in the U.S.A. and other countries. Complete information about Genesys proprietary intellectual property, including all trademarks, can be found here.

All other trademarks are the property of their respective owners.

Third Party Software

Genesys follows applicable third-party redistribution policies to the extent that Genesys solutions utilize third-party functionality. Please contact your customer care representative if you have any questions. The following list describes specific third-party code and functionality for this product:


NOTICE OF RESTRICTED RIGHTS FOR ORACLE PRODUCTS LICENSED TO THE US GOVERNMENT Oracle Programs delivered to the United States government subject to the DOD FAR Supplement are 'commercial computer software' and use, duplication, and disclosure of the programs, including documentation, shall be subject to the licensing restrictions set forth in the applicable license agreement therefor. Otherwise, Oracle programs delivered subject to the Federal Acquisition Regulations are 'restricted computer software' and use, duplication, and disclosure of the programs, including documentation, shall be subject to the restrictions in FAR 52.227-19, Commercial Computer Software-Restricted Rights (June 1987). Oracle USA, Inc., 500 Oracle Parkway, Redwood City, CA 94065.


When downloading content, you may encounter issues that are easily resolved. If these tips don't help, please Contact Us, and we will try to send you the file directly.

Downloading Help files

Save the Help file to your local hard drive, and uncompress (extract) it to an empty folder. To open the Help file, open the folder into which the .zip file was extracted, then do one of the following:

  • If there is only one file in the folder, click that file.
  • If there is more than one file in the folder, click the <name of compressed file>.htm file.
Viewing Help files

If, when you open the Help file, the contents do not display in the right window, consider the following:

  • Are you trying to open the file on a remote computer? If so, copy it to your local machine. Due to a Microsoft security update, you cannot properly view a HTML-based (CHM) Help if it is located on another machine on your network.
  • What is your permissions setting? Right-click the file, select Properties from the context menu, look for an Unblock button, and click it.

Copyright

All Genesys software is © Copyright 2011–2016 Genesys Telecommunications Laboratories, Inc. All rights reserved.

Complete information about Genesys proprietary intellectual property, including copyrights, can be found here.

Trademarks

Genesys and the Genesys logo are registered trademarks of Genesys Telecommunications Laboratories, Inc. in the U.S.A. and other countries. Complete information about Genesys proprietary intellectual property, including all trademarks, can be found here.

All other trademarks are the property of their respective owners.

Third Party Software

Genesys follows applicable third-party redistribution policies to the extent that Genesys solutions utilize third-party functionality. Please contact your customer care representative if you have any questions.

NOTICE OF RESTRICTED RIGHTS FOR ORACLE PRODUCTS LICENSED TO THE US GOVERNMENT Oracle Programs delivered to the United States government subject to the DOD FAR Supplement are 'commercial computer software' and use, duplication, and disclosure of the programs, including documentation, shall be subject to the licensing restrictions set forth in the applicable license agreement therefor. Otherwise, Oracle programs delivered subject to the Federal Acquisition Regulations are 'restricted computer software' and use, duplication, and disclosure of the programs, including documentation, shall be subject to the restrictions in FAR 52.227-19, Commercial Computer Software-Restricted Rights (June 1987). Oracle USA, Inc., 500 Oracle Parkway, Redwood City, CA 94065.


When downloading content, you may encounter issues that are easily resolved. If these tips don't help, please Contact Us, and we will try to send you the file directly.

Downloading Help files

Save the Help file to your local hard drive, and uncompress (extract) it to an empty folder. To open the Help file, open the folder into which the .zip file was extracted, then do one of the following:

  • If there is only one file in the folder, click that file.
  • If there is more than one file in the folder, click the <name of compressed file>.htm file.
Viewing Help files

If, when you open the Help file, the contents do not display in the right window, consider the following:

  • Are you trying to open the file on a remote computer? If so, copy it to your local machine. Due to a Microsoft security update, you cannot properly view a HTML-based (CHM) Help if it is located on another machine on your network.
  • What is your permissions setting? Right-click the file, select Properties from the context menu, look for an Unblock button, and click it.

Genesys Rules System 8.5 Product Alerts

Warning: Genesys Web Engagement (GWE) libraries that are included in GRAT still use versions of Jackson that contain a deserialization vulnerability discovered in Jackson 2.9.2 and this can cause problems when deploying rules to the GWE engine. So, only when GRAT is used in conjunction with GWE, customers should revert to GRAT version 8.5.303.14.

Link to 8.1 Release Advisory

New in Release 8.5.0


8.5.001.21

Genesys Rules System

  • Business Calendars and Timezones
    • Dynamic Timezone Support—Business calendars have been enhanced to allow the timezone to be provided at rule-evaluation time.
    • Business calendars have been enhanced to distinguish between holidays and non-working days.
    • Timezone names are now prefixed with their UTC offset, to enable clearer sorting. The presence of an asterisk after the timezone name indicates that daylight saving operates there.
    Please refer to the GRAT Release Note for more information.
  • A new role privilege—Business Rule - Edit Only—has been added that will allow a user to edit and save only the parameter values of a rule.
  • A new configuration option—list-object-use-name—has been implemented in order to enable users to control whether either the name or the display name of a Configuration Server list object is encoded in the DROOLS rule file.
  • You can now choose to either show or hide the ID and NAME columns in individual Decision Tables. Please refer to the GRAT Release Note for more information.

8.5.001.13

Genesys Rules System

  • Conversation Manager Template and Rules—A new standard template and rules package specifically for use with Conversation Manager has been developed to enable much faster deployments that can later be scaled up according to customers' requirements. A new document describes the contents of these new templates and some special configuration requirements you must make in order to use them. See Conversation Rules Templates Guide.

Genesys Rules Authoring Tool

  • Online Help files for GRAT are now in the cloud. Previously, a WebHelp module was supplied with the installation package. Now, XML files are delivered by default via the docs.genesys.com website. One new configuration option controls the default URL of the Help content for customers who require locally hosted Help content. Another new configuration allows users to specify whether to revert to the previous version of localized embedded WebHelp where a current translated version is not available in the cloud. See:
  • Localization Support—Localization for Genesys Rules Authoring Tool is now available for the following languages starting at release 8.5.001.13:
    • French
    • German
    • Portuguese (Brazilian)
    • Spanish (Latin American)
    • Chinese (Simplified)

Genesys Rules Engine

  • Business Context Management Service (BCMS) functionality—Most of the functionality of BCMS has been ported from intelligent Workload Distribution (iWD) to the Genesys Rules Engine (GRE). See:

Genesys Rules Development Tool

  • This release ships with GRDT release 8.1.4.

8.5.000.11

Genesys Rules System

  • Java runtime changes—GRAT and GRE require the Java JDK during installation, but no longer require it once they are deployed and running in an application server such as Tomcat, JBOSS or IBM WebSphere.
  • Support for Internet Explorer 10 and 11.
  • Removal of support for Oracle 10g.
  • Removal of support for Internet Explorer 7.

Genesys Rules Authoring Tool

  • Deployment Enhancements—More details are now available to the user when deploying to a cluster. These details show the deployment status and deployment times of each node in the cluster.
  • Decision Table Enhancements—Users can now easily reorder the rows within a decision table. A new configuration option allows the administrator to set the order of evaluation (top to bottom or bottom to top).
  • Repository Performance Enhancement for Oracle 11 users—For Oracle users, a performance enhancement is available that is enabled only when you create a new database repository when initially installing or migrating to 8.5.0.
  • Single Sign-On—GRAT now participates in the Genesys Single Sign-On (SSO) framework where deployment takes place to a Genesys Cloud SSO environment. When GRAT is deployed into this environment, GRAT users will log in once to the portal. If they choose GRAT, they will bypass the GRAT login screen if they are still authenticated. Note that this feature does not apply for Genesys on-premise customers deploying GRS.

Genesys Rules Engine

  • Operational Parameter Performance Enhancements—A new caching mechanism is in place to enable better performance when using operational parameters within rules. Three new configuration options control this functionality.

Genesys Rules Development Tool

  • GRS 8.5.0 is initially shipped with the 8.1.4 release of GRDT.

New in Release 8.5.1

8.5.100.21

Genesys Rules Authoring Tool

  • Automatic Protocol Detection Override—You can use the deploy-method configuration option to override the automatic detection of the protocol that is used to construct the "callback" URL used by GRE to fetch the DRL. MORE
  • Enable/Disable Nested Solutions—You can now choose to enable or disable the Nested Solutions Business Hierarchy functionality by using the enable-nested-solutions configuration option. Disabling this feature is recommended for iWD users. MORE
  • Localization support—Support for the French Canadian (FRC) language is implemented in this release.

Genesys Rules Engine

  • Setting Department from Process Properties—Based on properties of the Process GRE can determine the relevant Department. Configuration option iWD-set-department-from-process with value true enables GRE make this determination and so to run rules created for Department and Process, if Department is not specified elsewhere. CONFIGURATION OPTIONS

Genesys Rules Development Tool

  • No changes

8.5.100.18

Genesys Rules System

  • Additional Platform Support
    • Java 7
    • Windows 2012
    • Red Hat Enterprise Linux 7 64-bit native
  • Discontinued Platform Support
    • Java 6
    • Windows 2003
  • Additional database support
    • Oracle 12c
    • MS SQL Server 2012
    • PostGRESQL 9.4

Genesys Rules Authoring Tool

  • Support for Conversation Manager Templates in Test Scenarios—Support for rule test scenarios is extended to include scenarios for rules based on the Conversation Rules template.
    FULL DESCRIPTION (Best Practice/User Guide)
  • Test Scenario Enhancement—Test scenario results can now show details of how individual rule conditions were evaluated, enabling much more detailed debugging during rule development. Before the 8.5.1 release, only the result of rules that fired were returned to the REST client that made the rule evaluation request. Now, details of the rule execution log can be displayed when the GRE include-rule-evaluation-detail-in-response option (introduced in 8.5.001) is set to value true. Details include rules that fired, and other log-level data. [+] SHOW RULE EXECUTION LOG
  • Nested Solution Business Hierarchy—You can now add a new Rule Package at any node in the business hierarchy (a nested solution), rather than just at the first level.
    FULL DESCRIPTION (Best Practice/User Guide)
  • Enhanced cross-browser security features—Browser security has been improved to eliminate cross-site request forgery.

Genesys Rules Engine

  • Unloading from memory of unused packages—If a rule package is not used for a period of time defined in configuration option unload-inactive-package-timeout, it is now automatically unloaded from memory. If a request for a rule package is received after it has been unloaded, it will automatically be loaded into memory again and the timer will start again. MORE DETAILS (Deployment Guide).
  • Setting Department from Process Properties—Based on properties of the Process GRE can determine the relevant Department. Configuration option iWD-set-department-from-process with value true enables GRE make this determination and so to run rules created for Department and Process, if Department is not specified elsewhere.

Genesys Rules Development Tool

  • GRS 8.5.1 ships with GRDT release 8.1.4.

New in Release 8.5.2

8.5.200

Genesys Rules Authoring Tool

  • Rule Authoring REST API—In this release, API functions to manage Rule Packages, Rules, Business Calendars, Snapshots and Deployment are provided. Applications or custom user interfaces (which can run in parallel to or instead of the Genesys Rules Authoring Tool web application) can use this API to perform rule authoring and deployment. Please read the GRS REST API reference document for full information.
  • Support for Safari 8.x browsers
  • Support for business calendars for rules based on the Complex Event Processing (CEP) template. See New in Release 8.5.2.

Genesys Rules Engine

  • GRE Clustering Improvements—Several improvements have been implemented in the way GRE clusters are created and configured, in order to enable partial deployments and auto-synchronization of rules packages across a cluster. See New in Release 8.5.2.
  • Support for Clustering for IBM Websphere—Multiple cluster nodes can now run on the same machine under the control of the same cluster manager. This architecture can be used to scale up web applications. See New in Release 8.5.2.

Genesys Configuration Server

  • Additional configuration object—A GRE-specific "smart" application cluster—Genesys_Rules_Engine_Application_Cluster—can now handle node disconnections and node failures, and also the addition of new nodes to the cluster. See New in Release 8.5.2

Genesys Rules Development Tool

  • Genesys Rules Development Tool ships at release 8.1.4 with this release of GRS.

New in Release 8.5.3

New in 8.5.303

Genesys Rules System

  • Application Server Support—Tomcat 8 and 8.5 are supported in this release of GRS.

Genesys Rules Authoring Tool

  • Support for Undeploying Rules Packages—A new Undeploy button has been added to the Outstanding Deployments dialog for users with the PACKAGE_UNDEPLOY role privilege. Such users can now select a target GRE or cluster and undeploy a package from that location/cluster. MORE DETAILS
  • Automated Snapshots on Deployment—GRAT can now be configured to take snapshots automatically at deployment. In the Deploy and Schedule Deployment dialogs, a Create snapshot to deploy check box is now displayed for the LATEST version only of a rules package. MORE DETAILS
  • Package History Improvements—Several improvements are implemented in the Package History. MORE DETAILS
  • Support for Database Connection Monitor—GRAT now detects any loss of connectivity to the repository database and reports the issue in status.jsp for load balancers. MORE DETAILS

Genesys Rules Engine

  • Memory Monitor Enhancements—The maximum threshold at which the garbage collection job—gc()—is triggered has increased to 99 from 80. The minimum has decreased from 5 to 1. In addition, two new configuration options—enable-memory-monitor-over-threshold-memory-cleanup and enable-memory-monitor-update-status—control how the Memory Monitor operates. MORE DETAILS
  • Logging Improvements—Logging of the details of cluster configurations has been streamlined.

Genesys Rules Development Tool

  • This release ships with GRDT release 8.1.4.

New in 8.5.302

Genesys Rules System

  • Database Support Changes
  • Support for Oracle 12c RAC is implemented.
  • Support for all variants of DB2 is discontinued.
  • New Business Calendar template sample—A sample template, rule package, and some test scenarios are added to the samples directory. A new section is added to the Best Practice Guide to explain the new template.

Genesys Rules Authoring Tool

  • Support for Role-Based Access Control at the rules package level—See New Features in the Deployment Guide.
  • Support for deployment to Genesys Web Engagement server clusters—See New Features in the Deployment Guide.
  • Streamlining of GRAT node removal—Removing a node from a GRAT cluster has been streamlined to avoid manual database interventions. The removal and database clean-up processes are now automated and controlled by new configuration options. See New Features in the Deployment Guide.

Genesys Rules Development Tool

  • This release ships with GRDT release 8.1.4.

New in 8.5.301

Genesys Rules Authoring Tool

  • Using GRAT Clusters for High Availability and Load Balancing—In release 8.5.301, you can now configure clusters of GRAT servers which deliver much greater resilience and availability, enabling instant "switchovers" between GRAT nodes that are members of the cluster.
    • For High Availability, you can configure a cluster to use one GRAT server as primary and another as a secondary/backup hot standby server. A load balancer could be configured to send all traffic to the primary server. The hot standby instance would periodically poll the journal table and keep its cache/index files synchronized. In the event of a failure (or planned maintenance) of the primary GRAT server, the load balancer would switch and send traffic to the hot standby secondary/backup GRAT server.
    • For Load Balancing, a load balancer could evenly distribute the load across the available GRAT nodes, or could distribute the load based on other criteria, such as geographic location of the browser.
See New Features in the Deployment Guide.

Genesys Rules Development Tool

  • This release ships with GRDT release 8.1.4.


New in 8.5.3

Genesys Rules System

  • Support for Java 8 is implemented and mandatory for GRAT and GRE in this release.
  • Support for RHEL 5 32-bit is discontinued in this release.
  • Support for JBOSS 7.x is discontinued in this release.

Genesys Rules Authoring Tool

  • A/B/C Split Testing—A/B/C Split Testing allows you to compare the business outcomes of alternative rule scenarios before rolling out significant changes to the way you make your business decisions. With Split Testing you can make, test and review changes incrementally to test their effects before committing to a particular change set. See New Features in the Deployment Guide for full information.
  • Enhanced Rule Locking/Unlocking—Further enhancements are made in this release to record locking/unlocking, as follows:
    • If a rule, calendar or test scenario are locked, a new mouseover tooltip over the ID column shows who has locked the rule.
    • Users/administrators with the new OVERRIDE_LOCKS permission can unlock rules locked by other users.
    • The unlock feature is also applied to Business Calendars as a new drop-down. The behavior is the same as for rules—a user can lock/unlock their own calendar, and users/administrators with OVERRIDE_LOCKS permission can override such locks.

Genesys Rules Engine

  • A/B/C Split Testing as for GRAT.
  • Platform support changes as for GRAT.

Genesys Rules Development Tool

  • This release ships with GRDT release 8.1.4.

Genesys Rules System

Genesys Rules System (GRS) provides the ability to develop, author, and evaluate business rules. A business rule is a piece of logic defined by a business analyst. These rules are evaluated in a Rules Engine based upon requests received from client applications such as intelligent Workload Distribution, Genesys Web Engagement and Genesys Conversation Manager.

GRS consists of three software components:

  • Genesys Rules Development Tool (GRDT)
  • Genesys Rules Authoring Tool (GRAT)
  • Genesys Rules Engine (GRE)

Please check out the GRS 101 Video Series, which is an end-to-end video demo of Genesys Rules, including developing a template from scratch, building and executing rules.

What's New

Release Notes

Documentation

Overview

A high-level introduction to Genesys Rules System concepts and architecture.

Deployment Guide

Use this document to deploy Genesys Rules System 8.5.x and enable its features.

Best Practice/User Guide

Use this document to learn how to create templates and rules and link them into business applications.

REST/API Guide

Use this guide to work with the 8.5.2/8.5.3 GRAT REST/API features.

Conversation Rules Template Guide

Use this document to work with the new Conversation Rules template.

Migration

Use this topic for 8.5.x migration information.

GRS Page in the Supported Operating Environment Guide

Link to the GRS page in the Supported Operating Environment Guide.

Authoring Tool 8.5 Help - Online

Use this online document to review how to use the 8.5.x Rules Authoring Tool user interface.

GRS Configuration Options Reference Guide

Use this online reference guide for all GRS-related configuration options.


Development Tool Help (8.1)

Use this downloadable Help file to review how to use the GRDT user interface.

Development Tool Help (8.1) - Online

Use this online document (current release - 8.1.3) to learn how to use the Rules Development Tool user interface.

iWD and Genesys Rules System (8.1.x)

How to configure Genesys Rules System 8.1 for use with IWD - online format, extracted from the iWD Deployment Guide.

GRS & IWD Compatibility Matrix

Information about version compatibility between GRS and iWD.

GRS Log Events/Alarms

Information about log events and alarms used in GRS.

International Release Notes and Help


More Release Information


Release Notes

Documentation

Overview

A high-level introduction to Genesys Rules System concepts and architecture.

Deployment Guide

Use this document to deploy Genesys Rules System and enable its features.

Migration

Use this topic for 8.1.x migration information.

Authoring Tool 8.1 Help

Use this downloadable Help file to review how to use the Rules Authoring Tool user interface.

Development Tool 8.1 Help

Use this downloadable Help file to review how to use the GRDT user interface.

iWD and Genesys Rules System

How to configure Genesys Rules System 8.1 for use with IWD - online format, extracted from the iWD Deployment Guide.

International Release Notes and Help

GRS Videos

Advisory


More Release Information

GRS 101 - Video Series

The following video topics show how to create a simple template from scratch in GRDT, publish it to GRAT, create a rule package and finally connect with the Composer Business Rules block to use the evaluation decision in a workflow. The use case is a simple call treatment flow which uses the customer's segment and call intention to make business decisions about how to route the contact.

You can follow the videos in sequence as they appear on these tabs.

Building a template in GRDT

Name Description Link Duration
Creating a template project Setting up the Eclipse/Composer environment, initial configuration and creating a template project 7.59
Building the Fact Model Building the Facts (data) that will be passed in by the application for evaluation by the rules engine. 5.32
Creating Enumerations Creating Enumerations (static lists) that the rule author will select from in GRAT to build a rule. 2:13
Creating Parameters Creating the Parameters that will be used in Conditions and Actions 7:11
Creating Conditions Creating the Conditions that the rule author will select from in GRAT to build a rule. 5:23
Creating Actions Creating the Actions that the rule author will select from in GRAT to build a rule. 6:18
Publishing Publishing the template from GRDT to GRAT to enable the rule author to use it. 2:11

Building a Rule Package and Rule

Name Description Link Duration
Getting Started Creating a rule package. 5.32
Creating a Linear Rule How to create a simple linear rule. 6.43
Creating a Decision Table Rule How to create a Decision Table rule. 4.35
Creating Test Scenarios Creating scenarios for testing rules. 8.31
Deploying the Rule Package How to deploy the rule package to a rules engine that will execute the rule(s). 3.10

Using Composer to execute a rule block

Name Description Link Duration
Getting Started First steps in creating a Composer workflow that will use the rule. 3.26
Creating a New Composer Project Setting up the Composer workflow project. 10.16
Testing the Rule BLock Testing the new rule block 2:21

This page was last modified on April 26, 2018, at 19:08.