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Section: callback
Default Value: No default value
Valid Values: JSON-formatted string
Changes Take Effect: Immediately

Defines a list of aliases for the custom parameters submitted in Callback queries. If the disable_additional_columns_from_callbacks option is false, the Callback UI will use these aliases as Display Names for the columns that display the custom parameters' values.

The list must match the following format: { "parameter_key1" : "parameter_alias1", "parameter_key2" : "parameter_alias2", ..., "parameter_keyN": "parameter_aliasN" }


Section: callback
Default Value: _callback_state,_callback_reason,_request_queue_time_stat,_request_ewt_service,_vq
Valid Values: Comma-separated list of keys
Changes Take Effect: Immediately

Defines a list of filtering keys that can be passed in the Query Callback by Queues query of the Callback API.


Section: callback
Default Value: _desired_time,_callback_state,_callback_state,_callback_reason,_ors_session_id
Valid Values: Comma-separated list of keys
Changes Take Effect: Immediately

Specifies a list of keys whose values must be returned when fetching callback records with the Query Callback by Queues or Query by properties queries of the Callback Services API.

Note that the following keys are always returned: _id, _desired_time, _service_name, _callback_state, _expiration_time, _customer_number, _url, _callback_reason (optional), in addition to the keys defined in the _customer_lookup_keys option.


Section: lab
Default Value: false
Valid Values: true, false
Changes Take Effect: Immediately

If true, disables the bulk export of cancelled Callback records in the Callback UI.

Starting in, this option was moved to the features section.


Section: lab
Default Value: false
Valid Values: true, false
Changes Take Effect: Immediately

Enables the bulk export of cancelled Callback records in the Callback UI.

In, this option was renamed disable-bulk-cancel-and-export-callback.

Genesys Mobile Services Release Notes

Release Date Release Type Restrictions AIX Linux Solaris Windows
08/21/17 General X X X X

Helpful Links

What's New

This release contains the following new features and enhancements:

  • The enable-bulk-cancel-and-export-callback option was renamed disable-bulk-cancel-and-export-callback and is now false by default.
  • The Callback UI now displays a customizable set of custom keys that can be attached to the callback interaction; for example LOB (Line Of Business). To support this new functionality, Callback APIs have been enhanced to do the following:
    • Add the returned-keys option to return custom keys in the Callback GET APIs.
    • Add the filter-keys option to, and the ability to, specify filtering keys in the Admin Query Queue.
  • The Callback Web UI has been enhanced to handle the new custom key functionality provided by APIs. This change allows you to:
    • Provision keys to be visible to users, and keys to filter API query requests.
    • Make custom keys visible to users for each callback record, and to allow filtering on each custom key.
    • Define labels, via the callback_column_alias option, to replace custom key names with more user-friendly text, with the key-to-label mapping being stored centrally in Configuration Server.

Resolved Issues

This release contains the following resolved issues:

When the GMS application's connection to Chat Server is configured with ADDP, the GMS node now enables ADDP on the Chat Server persistent connection when used in notification mode (when GMS option enable_notification_mode is set to true). Previously, ADDP was not enabled on the Chat Server persistent connection even if configured. (GMS-5309)

When using Chat V2 API, the GMS node now provides local time zone offset information to the Chat Server. As a result, email with a chat transcript generated at the end of the chat session now displays timestamps in the local time instead of the UTC time. Previously, the GMS node did not provide local time zone information when using Chat V2 API. (GMS-5284)

The interval between failed attempts to reconnect to a Chat Server in notification enabled mode after the connection was dropped has been adjusted (decreased) as follows:

  • 1st minute—one attempt every 10 seconds.
  • 2nd and 3rd minute—one attempt every 15 seconds.
  • 4th and 5th minute—one attempt every 30 seconds.
  • Thereafter, one attempt per minute.


In the scenario where a persistent connection has not been yet established with a recently re-started Chat Server and where no other Chat Servers are available, GMS now correctly provides statusCode=1 and chatEnded=false in response to a requestNotifications operation. Previously, in such scenario, the GMS node incorrectly provided statusCode=2 and chatEnded=true. (GMS-5234)

A new service level option max_message_size has been introduced in this release. It defines the maximum size limit of text and message parameters for applicable email, chat, or chat generated using Comet APIs.

In addition, for the Chat service, the GMS node now responds with an error code 204 (max_message_size exceeded) when a valid request is received whose message size is less than max_message_size but higher than the value set in Chat Server option xml-request-max-size. This error response has statusCode=1 and chatEnded=false, indicating that the request can be repeated sucessfully if the message size is reduced. Previously in this scenario, the GMS node would respond with a statusCode=2 and chatEnded=true, incorrectly indicating that the session was over. (GMS-5211)

The Callback update request now removes the user data key correctly when the user data key's value is empty. (GMS-5183)

GMS now provides a protection mechanism against using Chat V2 API requests against a chat session started using Chat V2 with Comet in notification mode. Genesys recommends to keep this mechanism on (enabled by default).

The enable_notification_mode_hybrid configuration option must be set to true to enable this protection. With this value set to true, GMS node will establish a persistent connection with the Chat Server(s) and enable Chat V2 CometD API. This option is defined on a media level only and is not dynamic. Changes to this option while GMS node is started are not supported and may lead to incorrect node behavior. (GMS-5174)

The Chat V2 File Upload API is extended in this release with an optional transcriptPosition parameter, which allows you to select the size of a transcript. (GMS-5063)

Upgrade Notes

To upgrade GMS, run the Installation package and follow the instructions detailed in the Upgrade page of the Genesys Mobile Services Deployment Guide.

This page was last edited on November 6, 2017, at 10:19.


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