Known Issues and Recommendations

Genesys Web Engagement Server

The Known Issues and Recommendations section is a cumulative list for all 8.5.x releases of Genesys Web Engagement Server. This section provides the latest information on known issues and recommendations associated with this product. It includes information on when individual items were found and, if applicable, corrected. The Resolved Issues section for each release describes the corrections and may list additional issues that were corrected without first being documented as Known Issues.

See also Internationalization Issues.

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If your Load Balancer does not support WebSockets, the notification and engagement channels may not be switched automatically between the long-polling and callback-polling transports. To enable automatic transport switching, disable WebSockets on the client side. See Chat Application - disableWebSockets and Tracker Application - disableWebSockets for details.

ID: WM-5501

Found In: 8.1.200.36

Fixed In: 8.5.000.11

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Starting with Web Engagement version 8.5.100.42, Web Engagement Server has implemented stricter validation criteria for input fields in incoming requests, including engagementID. However, some of these fields are not propagated to the default version of the web callback widget. You can work around this issue by following this procedure:

• Modify the invitation widget (by default invite.html) by adding the engagementID parameter to the openWindow(page, title) function, as shown here:

        function openWindow(page, title) {
            log('openWindow() title: ' + title);

            var url = page +
                    '?visitID=' + window.encodeURIComponent(_trackerConfig.internal.visitID) +
                    '&pageID=' + window.encodeURIComponent(_trackerConfig.internal.pageID) +
                    '&serverUrl=' + window.encodeURIComponent(_config.callbackOptions.callbackUrl) +
                    '&locale=' + window.encodeURIComponent(_trackerConfig.languageCode) +
                    '&debug=' + window.encodeURIComponent(_trackerConfig.debug) +
                    '&engagementID=' + window.encodeURIComponent(_config.engagementID);

...

• Modify the callback widget (by default callback.html) by adding the engagementID, WCB_NOTIFY_BY_EMAIL, WCB_TIMEM_SHIFT, and WCB_WME_DELAY parameters to the getFormData() function, as shown here:

function getFormData() {
            var result      = $('#callbackForm').serializeObject();
            result.WCB_CMD  = 'submit';
            // utility.getUrlVars('visitId') and utility.getUrlVars('pageId') used to support 8.1.2 version
            result.visitID  = utility.getUrlVars('visitId') || utility.getUrlVars('visitID');
            result.pageID   = utility.getUrlVars('pageId') || utility.getUrlVars('pageID');
            result.engagementID   = utility.getUrlVars('engagementID');
            result.WCB_NOTIFY_BY_EMAIL = '0';
            result.WCB_TIME_SHIFT = '0';
            result.WCB_WME_DELAY = '0';

            log('getFormData(): ' + JSON.stringify(result));

            return result;
        }

ID: WM-7442

Found In: 8.5.100.42

Fixed In:

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Internationalization Issues

Information in this section is included for international customers.

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There are no internationalization issues for this product.

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