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Genesys Mobile Services Release Notes

Release Date Release Type Restrictions AIX Linux Solaris Windows
11/03/20 Update X X

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What's New

This release includes only resolved issues.

Resolved Issues

This release contains the following resolved issues:

If the Orchestration Server (ORS) is executing a callback session and switches from Primary to Backup mode, GMS now correctly monitors sessions through the new Primary ORS. Previously, in this scenario, GMS might not redirect session requests to the Primary ORS and might incorrectly restart Callback sessions. (GMS-8196)

Office Hours can now leverage Third Parties with the definition of Timezones and Daylight Saving Rules. GMS now automatically updates Timezone definitions from the cloud if you configure net.fortuna.ical4j.timezone.update.enabled=true in the launcher.xml file as shown below:

<parameter name="enable_ical_updates" displayName="Enable iCal udpates"  mandatory="true" hidden="true" readOnly="true">
    <description><![CDATA[Enables updates of timezone definitions for iCal library]]></description>
    <format type="string" default="-Dnet.fortuna.ical4j.timezone.update.enabled=true" />

If you do not configure this option, some Timezone rules may be out of date and Office Hours may return incorrect time slots for a given Timezone. For example, Europe/Moscow changed twice between 2010 and 2015. Note that Europe/Moscow is now fixed. (GMS-8184)

If the selected agent fails to answer or rejects the callback interaction, GMS no longer incorrectly shows the callback state as ROUTING. In this scenario, GMS now restarts the callback targeting and changes the callback state to QUEUED. (GMS-8166)

GMS now correctly reports the dial result for the customer-first scenario where the first customer contact does not result in PERSON (for example, _CB_DIAL_1_RESULT: NO_ANSWER) and a subsequent customer contact does result in PERSON (for example, _CB_DIAL_2_RESULT: PERSON). The CB_DIAL<N>_RESULT field is now correctly populated in this scenario. (GMS-8114)

Upgrade Notes

Further instructions are available in the upgrade section of the Genesys Mobile Service Deployment Guide.

This page was last edited on November 3, 2020, at 17:10.
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