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Genesys Driver for Use with Facebook Release Notes

Release Date Release Type Restrictions AIX HP-UX PA HP-UX IPF Linux Solaris Windows
07/16/14 General X X X X

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List of Release Notes

New in This Release

There are no restrictions for this release. This section describes new features that were introduced in this release of Genesys Driver for Use with Facebook.

  • This release adds support of Windows Server 2012. (SMD-1747)
  • This release improves the handling of High Availability. When a Primary Social Messaging Server application exits after having submitted posts from Facebook, the backup Social Messaging Server no longer submits the same posts again. Previously, the backup server could submit the same posts. Implementation of this feature includes the addition of the workspace-location configuration option. (SMD-1722)
  • With access tokens that were created before 04/30/14, search monitors no longer read the "sampling-time-buffer" option from the parent Channel configuration section. The default value for the "sampling-time-buffer" for Search monitors is now 86400 (1 day). The maximum value is 7776000 (90 days). Search monitors read Posts which were created in the past, during the timespan defined by "now" minus the value of "sampling-time-buffer." This modification allows Posts to “soak” on Facebook, providing time for users to leave Comments and Replies on the Post before the Driver reads it. Comments and Replies are read from the Post's creation time until the present. (SMD-1402)
  • In this release, Facebook Driver provides an ESP request API that allows the Agent’s desktop to send an outbound private message to a Facebook user if such a conversation ever existed previously. This new functionality allows an Agent to reply to an expired chat session or to an interaction that the Agent retrieved from history. (SMD-1361)

Corrections and Modifications

This release also includes the following corrections or modifications:

Starting with release, the Driver substitutes "??" for all special characters in the text of Posts, Comments, Replies, and Private Messages. Previously, the Driver was sometimes unable to respond to Comments that contained special characters. (SMD-1910)

Starting with release, Facebook Driver does not monitor Facebook Users. When the "monitor-type" option is set to "generic," the "id" option must point to either a Page, an Event or a Group. (SMD-1869)

For access tokens received via Facebook applications created after 04/30/14, the "Search in Facebook public Posts" functionality is no longer available. If the driver detects an attempt to use this functionality, it prints an error message (ERROR: Search in public Posts was deprecated since May 1, 2014. Stopping Monitor.) and it shuts down the monitor and removes it. (SMD-1863)

The Driver must react immediately to updates of any access tokens. This is because the Driver might at any time receive an ESP request GetChannelInfo (requesting information for the desktop regarding targets of outbound unsolicited Posts).

The "sampling-period" option is processed as follows:

If the monitor is running, the next scan period is according to the most recent option value.

If the monitor is "sleeping," its wakeup time is adjusted accordingly.

On all other updates for existing monitors, modifications are processed during scanning. (SMD-1829)

After initial start, if a monitor detects an old history file (with no indication of the last scanning time), the history time period is calculated using the value of the "history-time-period" option. (SMD-1826)

If the Facebook server is not accessible and the exception "FacebookNetworkException" is received by the Driver, the corresponding monitor is restarted and the Driver continues operating. (SMD-1731)

The "max-listed-posts-per-request" option has been removed from the configuration template for private messaging monitors. (SMD-1523)

When an agent wants to publish some unsolicited Post, the Desktop asks Facebook Driver to provide a list of available Facebook objects where such a Post could be published. The following logic has been implemented on the driver side:

(1) If a generic monitor is configured to publish on behalf of a Page, and any of the following is true:

(a) The monitored object is a User;

(b) The monitored object is a Page and it is different vs publisher Page;

(c) The monitored object is a Group;

(d) The monitored object is an Event and the Event doesn't belong to the publisher Page;

then this monitor is not returned as the publisher for outbound unsolicited Posts.

(2) If a generic monitor is configured to publish on behalf of a User, and the publisher User is not allowed to post on monitored objects according to Facebook permissions, then this monitor is not returned as the publisher for outbound unsolicited Posts. (SMD-1105)

This page was last edited on July 16, 2014, at 17:29.
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