New in Release 8.1.5

Introduced in 8.1.531.19

OCS now generates and sends an X-B3-TraceId header in any requests to CX Contact components for the simplification of tracing.

Introduced in 8.1.531.10

OCS supports the gvp-modes-use-switch-rate-limit configuration option.
OCS now requires the Content-Type and Content-Length headers to be specified in the incoming HTTP POST JSON requests to the CM HTTP and OCS HTTP services.

Introduced in 8.1.531.03

OCS now supports a unique Caller ID, that is defined in a user-defined field, for each outbound record. To support this functionality, set the send_attribute option of a Field configuration object to GSW_CPN_DIGITS.

Introduced in 8.1.530.08

OCS in CX Contact mode can now add a record in a new or existing chain so that the new record is properly enriched using Compliance Data. The protocol.add-record.uri configuration option has been added.
OCS now sends the actual call result rather than the call result stored in the user data section, when the $GSW_CALL_RESULT macro is used in the Delegate for Processing treatment.

Introduced in 8.1.530.03

Support for Outbound Contact Server Lite: an outbound server for running outbound dialing campaigns in Telephony Consumers Protection Act (TCPA) and other legislation-regulated environments. See OCS Lite for Regulated Environments for details.
Support for PostgreSQL 12 and PostgreSQL 13 databases.
Support for Red Hat Enterprise Linux 8.

Introduced in 8.1.529.07

OCS now supports UTF-8 encoding of mixed calling lists on Linux and Windows platforms with Oracle 19c. See UTF-8 Encoding for details.

Introduced in 8.1.529.06

OCS now supports the PostgreSQL 11 database.
Extended OCS monitoring capabilities for Prometheus/Grafana include reporting of errors from SIP Server/T-Server and DB Server, as well as other additional metrics.

Introduced in 8.1.528.25

OCS supports the disposition-code-field configuration option.
OCS supports the http-proxy option (introduced in 8.1.528.05) at the Host object level, in addition to the Application level.
OCS supports an ability to automatically complete (stop and unload) a Campaign Group when all dialing records are depleted for it, as configured with the new campaigngroup-auto-complete configuration option.
OCS can now log JSON Body attributes of a Contact Processed notification that are set to copy in the log-filter-data section of the OCS Application object. If some given attribute is not specified in this section or has any value other than copy, OCS defaults to the default-filter-type option value in the log-filter section.
This version of OCS introduces a feed for Prometheus metrics which are scraped on an HTTP endpoint that OCS exposes.

Introduced in 8.1.528.21

OCS can now deliver contact-processed notifications to an external Web or Application Server. To support this feature, the following options are introduced: contact-processed-notification and contact-processed-notification-uri. See OCS Option Descriptions for details.
The configuration option http-custom-headers can now be specified at the Host level. It must be configured on the Host object representing the host of an external Web or Application Server. The Host-level setting applies only to outgoing HTTP requests and takes precedence over the Application-level setting.
OCS can now pass GSW_DEVICE_INDEX in both .0 and .1 /history submissions to a Web or Application Server.
OCS can now retry sending failed HTTP requests for the services specified in the new Application or Campaign Group level option http-retry-applies-to with the number of attempts specified in the new Application or Host level option http-retry-max-attempts. (See OCS Option Descriptions for details.) OCS retries to send a failed HTTP request if the following conditions are satisfied:
- HTTP connection is already established.
- A response has not yet arrived.
- A timeout or network exception occurs or the connection closes by the server or proxy.
- A corresponding OCS service is specified in the http-retry-applies-to option.
- A counter of attempts is more than zero.
OCS now supports UTF-8 encoding of mixed calling lists on Linux and Windows platforms with Postgre SQL and MS SQL DBMS. See UTF-8 Encoding for details.
OCS can now process SEventRunModeInfo notifications from Stat Server. When the received SEventRunModeInfo event contains LongValue=0 (Backup Mode) and the new stat-server-ha option is set to true, OCS closes the connection to that Stat Server and attempts connecting to a backup Stat Server. This OCS behavior is recommended in configurations where Stat Server is configured to keep the listener port opened in backup mode.
For Campaign Groups running in Last In First Out (LIFO) mode, OCS adds support for callback data when it is provided or dispositioned as a callback result. This enables a record to retain the callback date and time, and an agent ID when the Copy Contact (Delegate for Processing) Treatment is used to move the record from one list to another.
OCS now supports the following additional macro extensions in the Delegate For Processing Treatment:
- $GSW_RECORD_TYPE—The type of chain to which a treatment is applied; 5 is for Personal Callback and 6 is for Campaign Callback.
- $GSW_DATE_TIME—The date and time as requested for a callback in the UTC format; for example, 1593882000.
- $GSW_AGENT_ID—The Agent ID, as stored in the agent_id field; for example, SAT_Agent_5_2305_genesys@customer.
- $GSW_CALLBACK_CHAIN_N—Chain N of the record, which is selected as "current" record for a callback; that is, the record with a non-empty agent_id.

Introduced in 8.1.528.05

OCS can now communicate with both HTTP and HTTPS services via an HTTP tunneling proxy specified in the http-proxy option.
OCS can now send the following timestamp attributes in history submissions while in Direct Push Preview and Preview dialing modes:
- GSW_START_PROCESSING
- GSW_RELEASED
- GSW_DIALING
- GSW_CPD_COMPLETED
- GSW_AGENT_ANSWERED
- GSW_AGENT_RELEASED
- GSW_COMPLETE_PROCESSING
- GSW_ACW_COMPLETED
OCS now supports the following databases: Oracle 19c and Oracle 19c RAC.

Introduced in 8.1.527.09

In configurations using Dynamic Agent Assignments functionality, OCS now supports an optional ability to process ClaimAgentsFromOCS requests from URS on all OCS instances, regardless of the target OCS application specified in the ClaimAgentsFromOCS request. This new functionality is supported by the ocs-urs-broadcast OCS option.
OCS adds GSW_BLOCKING_RULE and GSW_BLOCKING_RULE_TYPE attributes to History submissions that are sent to an external Web/Application Server if OCS receives these attributes in a negative pre-dial validation response from a third-party validation server. OCS passes these new attributes to a call history submission request without any modification.

Introduced in 8.1.527.07

OCS now supports Power and Predictive GVP dialing modes for the Outbound Schedules.
Support for:
- Microsoft Windows Server 2019
- Microsoft SQL Server 2019
- Microsoft Hyper-V Server 2019

Introduced in 8.1.527.05

OCS now supports Outbound Schedules in CX Contact. See CX Contact product page for details. The following new options support this feature:
- campaigngroup-preload-uri
- send-schedule-states
- schedule-states-uri
  See OCS Option Descriptions for details.
To support Outbound Schedules in CX Contact, OCS can now submit HTTP POST requests to an external Web/Application Server to report Outbound Schedule state changes and Outbound Schedule commands executions.

Introduced in 8.1.526.02

OCS now applies the default_campaigncallback_priority, default_campaignrescheduled_priority, and default_general_priority options configured at a Campaign Group or OCS Application level to set the priority of record types and the number of records to fetch for dialing if OCS does not receive them in Load, StartDialing, and/or SetDialingMode requests.
Note: For OCS, these options must be configured in the standard sections. For Genesys Administrator, these options are configured in the Outbound section.
OCS now supports Virtual Agent Groups based on LoggedIn criteria when working with Stat Server version 8.1.200.24 and later, as these versions do not generate a TargetUpdated event for these Agent Groups when an agent logs out or becomes out of service. Instead of this event, OCS uses a TargetRemoved event with the agent status of NotMonitored. Previously, OCS used a TargetUpdated event in this scenario and ignored a TargetRemoved event with the agent status of NotMonitored. For backward compatibility, the new option, ignore-not-monitored, is implemented.

Introduced in 8.1.525.04

OCS supports a special logic for record processing, called Last In First Out (LIFO). With this Campaign Group logic, after a record is added via a Web AddRecord API request to CX Contact, OCS places that record at the top of the dialing buffer (instead of placing it at the bottom of priority buffers), so that the record is dialed immediately. See Last In First Out Campaign Groups for Record Processing for details.
Now, if the GSW_DISPOSITION_CODE attribute is present in a valid desktop request related to a predictive, preview, or chained call, OCS adds this attribute to the history submission data to send it after finalization of this call (submission with GSW_OCS_SEQUENCE_NO: 1).

Introduced in 8.1.524.04

OCS supports the use of unrestricted numbers, or sets, of Caller IDs on Outbound Campaigns. See Caller ID Sets in the Outbound Contact Deployment Guide.
OCS adds GSW_CPN_DIGITS and GSW_CPN_DIGITS_SET attributes in History submissions to an external Web/Application Server (Compliance Manager in CX Contact).
OCS supports the HTTP GET Campaign Groups status for all Campaign Groups and for an individual Campaign Group.
Support for the CentOS Linux 7 operating system.
Support for the PostgreSQL 10.10 database.

Introduced in 8.1.523.03

If an AddRecord request arrives from the desktop for a Campaign Group configured for CX Contact mode, OCS now rejects any valid AddRecord requests with the “Not supported in CX Contact mode” response (in the GSW_ERROR attribute).
OCS correctly applies a treatment configured for the Answering Machine Detected call result with the Apply to Record action set to Redial and the Apply to Call outcome set to Transfer or Connect. Previously, this combination of Apply to Record actions and Apply to Call outcomes for the Answering Machine Detected treatment was not officially supported, and OCS incorrectly calculated the rescheduled time if it was applied after another treatment configured for a different call result.
OCS supports the following databases: Oracle 18c and Oracle 18c RAC.

Introduced in 8.1.522.05

FlexNet Publisher License Manager version 11.13+ is required for OCS.
OCS supports load distribution when operating in SIP Cluster deployments with multiple nodes in auto-dial modes. SIP Cluster load balancing for ASM mode is supported by the new OCS option sip-cluster-asm-dial-node.

Introduced in 8.1.521.01

OCS applies the report-procedure-body and report-procedure-location options at the OCS Application level to create the custom reporting stored procedure for a Calling List used by a Campaign if the report-procedure-body option is configured neither in this Calling List object nor in this Campaign object. The report-procedure-body option at the OCS Application level must be configured in a string format.
OCS supports load distribution when operating in SIP Cluster deployments with multiple nodes in Power GVP and Progressive GVP modes. SIP Cluster load balancing mode is enabled by the following new OCS options: sip-cluster-lb-mode and sip-cluster-prime-node.

Introduced in 8.1.520.07

OCS adds the GSW_CONTACT_MEDIA_TYPE attribute to pre-dial validation and history HTTP POST submissions with the following values:
- For Power mode: sms or email as defined by the media_type option.
- For other dial modes:
  - sms—if the Digital Dialer is used, for instance, when the Send SMS treatment is applied.
  - email—if the contact_info_type record field is set to E-Mail Address.
  - any—if the contact_info_type record field is set to No Contact Type.
  - voice—for other values of the contact_info_type record field.
OCS supports SMS and Email campaigns through CX Contact Dial Manager.

Introduced in 8.1.519.01

OCS supports the ability to apply treatments based on disposition codes, in addition to treatments based on call results. Disposition codes can be specified by the agent desktop or by a routing strategy. See Treatments based on Disposition Codes for details.
OCS supports the new treatment action Send HTTP Request. See Send HTTP Request Action Type for details.
The maximum valid value of the http-response-timeout option is now 3600 seconds. If a higher value is configured, OCS applies the default value of 3.

Introduced in 8.1.518.02

In the VoIP ASM modes with the “transfer” merge method, OCS now merges an established outbound call with a longest-waiting engaging call across all MCPs.
OCS supports the stat-hit-ratio-count configuration option for calculating and submitting Hit Ratio of Campaign Groups and Calling Lists to the external Web/Application Server.

Introduced in 8.1.517.04

OCS supports CX Contact version 9.0—a web-based application that enables you to set up and manage outbound campaigns.
OCS provides the ability to handle an outbound call (drop or connect) on a particular device when the call is placed in any auto-dialing mode and Answering Machine (AM) is detected. A new configuration option am-drop-field controls the AM handling logic.
OCS submits a set of real-time statistics related to the Campaign Group and its Calling Lists in the Campaign Group State POST HTTP notifications. See Campaign Group Status Reporting for details.

Introduced in 8.1.516.04

OCS supports custom security-related headers sent by the OCS HTTP Server in HTTP responses. See Outbound Contact and HTTP Server for details.

Introduced in 8.1.512.00

OCS supports Campaign Group Status Reporting, by which OCS can send data about Campaign Groups status changes to a Web or Application Server via an HTTP POST request. The request is sent whenever a Campaign Group reports one of the following status changes:
- Campaign Group loaded
- Campaign Group started
- Campaign Group stopped
- Campaign Group unloaded
- Campaign Group dial mode change
OCS can also periodically send data about active Campaign Groups, with a user-configurable time interval.

Introduced in 8.1.511.05

Support for IBM DB2 10.5 database.

Introduced in 8.1.510.05

The Time-Optimized Predictive Algorithm supports the new predictive_min_overdial_rate option that defines a new threshold for the overdial rate, below which the dialing mode switches from Progressive back to Predictive Dialing.
OCS supports the following new HTTP requests using the campaigngroup resource, as follows:
- Launch—Load and start an unloaded Campaign Group, or start an active (loaded or stopped) Campaign Group.
- Stage—Load an unloaded Campaign Group, or stop the Campaign Group currently running.
- Complete—Stop and unload the Campaign Group currently running, or unload the active Campaign Group.
Support for PostgreSQL 9.5 database.

Introduced in 8.1.509.05

Support for Microsoft Hyper-V Server 2016 and for Windows Server 2016.
OCS can now complete a Campaign Group automatically under the following conditions:
- When all retrieved calling list records have been finalized.
- If no calling list records were retrieved when the last request was sent to the database.
OCS now submits call report records via an HTTP POST request to Web or Application Server. OCS delivers the specifically-formed HTTP POST twice - when the call starts and when the call is finalized.

Introduced in 8.1.508.14

OCS now supports Do Not Call Duration functionality, which enables you to set an expiration date for a DNC request. To support this functionality, the following options have been added:
- dnc-use-duration
- dnc-default-duration
- dnc-purge
OCS now supports the following operating systems:
- AIX 7.1
- 64-bit Red Hat Enterprise Linux (RHEL) 7 in compatibility mode
OCS now supports MS SQL Server 2016 Enterprise and MS SQL 2016 Cluster.

Introduced in 8.1.508.04

OCS now correctly processes HTTP requests in the following scenario:
1. OCS receives an unexpected connection from a 3rd party client to the TCP port it uses to communicate with HTTP Proxy. For example, the TCP port scanner attempts to open a connection to OCS on this port.
2. This 3rd party client disconnects from OCS.
Previously in this scenario, OCS considered connection to HTTP Proxy broken and did not attempt to re-establish this connection.
OCS now supports Transport Layer Security (TLS) 1.2 for Windows platforms.
OCS now supports masking of customer treatment information in T-Library messages in OCS logs, in the following attributes:
- AttributeCollectedDigits
- AttributeLastDigits
- AttributeDTMFDigits
- AttributeTreatmentParms
To use this feature, set the hide-tlib-sensitive-data option to true in the log-filter section of the OCS Application.

Introduced in 8.1.507.08

You can now specify how OCS responds when a Script configuration object of type Outbound Schedule that represents a currently active OCS Schedule is marked as disabled. The new option on-schedule-disable is introduced to support this functionality.

Introduced in 8.1.507.07

OCS supports the Progressive Multiplier functionality (also known as "lines per agent"). This feature is supported for Progressive and Progressive with Seizing dialing modes and is configured using the new pa-progressive-multiplier option.
OCS now attaches the key-value pair (KVP) with the value of the record_id field to the User Data of a new record created by a AddRecord request if the send_attribute option is configured for the record_id field.

Outbound Contact

Outbound Contact is an automated system for creating, modifying, running, and reporting on outbound campaigns for proactive customer contact. Outbound Contact Server (OCS) provides automated dialing and call-progress detection, so that an agent is required only when a customer is connected. OCS also intelligently uses customer data to ensure that campaigns are contacting the right customers, not just a large number of customers.

Outbound Contact and Call Progress Detection fall under the Customer Engagement Outbound solution of the Genesys Engage offering.

Important

The PDF versions of the 8.1 Deployment Guide and Reference Manual are no longer updated. For the latest changes and corrections, please see the online versions.

What's New

New in 8.1.5

Release Notes

Outbound Contact Server 8.1.x

Outbound Contact Server Lite 8.1.x

Call Progress Detection Server 8.1.x

Documentation

Outbound Contact 8.1.5 Deployment Guide

Use this guide to install and configure components and applications used to run Outbound Contact.

Outbound Contact 8.1.5 Reference Manual

Use this guide to find reference information used to configure and install Outbound Contact.

Outbound Contact 8.1.5 Performance Testing Results

This document contains OCS 8.1.5 performance testing and sizing results.

Outbound Contact 8.1.2 Deployment Guide Use this guide to install and configure components and applications used to run OCS 8.1.2.

Readmes and Advisories

Outbound Contact Server 8.1.x ReadMe

Outbound Contact CPD Server 8.1 Read Me

Outbound Contact 8.1.x Release Advisory

Call Progress Detection Server 8.1.x Release Advisory

Important

Outbound Contact Server (OCS) 8.0 entered End of Life (EOL) on October 20, 2023. It entered End of Maintenance (EOM) and End of Support (EOS) on October 31, 2024. If you have questions, contact your account representative.

Release Notes

Outbound Contact Server 8.0.x Release Note

Call Progress Detection Server 8.0.x Release Note

Documentation

Outbound Contact 8.0 Deployment Guide

Use this guide to install and configure components and applications used to run Outbound Contact.

Outbound Contact 8.0 Reference Manual

Use this guide to find reference information used to configure and install Outbound Contact.

Genesys Proactive Contact 8.0 Solution Guide

Use this to configure a solution with GVP 8.1.1, Outbound Contact 8.0, and SIP Server 8.0.

Readmes and Advisories

Outbound Contact 8.0.x ReadMe

CPD Server 8.0.x ReadMe

Outbound Contact 8.0.x Release Advisory

CPD Server 8.0.x Release Advisory

Proactive Contact Solution 8.0.x Release Advisory

Important

Outbound Contact 7.6 reached End of Support on May 31, 2021. It previously entered End of Life (EOL) on May 31, 2019 and End of Maintenance on November 30, 2020. If you have questions, contact your account representative.

Release Notes

Outbound Contact Server 7.6.x

Call Progress Detection Server 7.6.x

Outbound Contact Manager 7.6.x

Documentation

Outbound Contact 7.6 Deployment Guide

Use this guide to install and configure components and applications used to run Outbound Contact.

Outbound Contact 7.6 Reference Manual

Use this guide to find reference information used to configure and install Outbound Contact.

Outbound Contact 7.6 Help

Use this guide to find information about how to use OCS.

Genesys Proactive Routing 7.6 Solution Guide

Use this document for information on how to configure a proactive routing solution, that relies on Outbound Contact, Universal Routing, Multimedia (now called eServices), and Genesys Desktop.

Genesys Proactive Contact 7.6 Solution Guide

Use this document for information on how to configure a proactive contact solution, that relies on Genesys Voice Platform, Outbound Contact, and Genesys Studio.