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Release Notes

Release Date Release Type Restrictions AIX Linux Solaris Windows
04/27/18 General X

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What's New

This release contains the following new features and enhancements:

  • Support for SIP Cluster

The following Workspace features are not supported for SIP Cluster:

  • Remote agent phone number support
  • Nailed up connection establishment on first call
  • Routing Point monitoring and coaching

Workspace Web Edition

  • Workspace now supports running within VMWare Horizon 7 Client Virtual Desktop Infrastructure (VDI). Genesys Softphone should be deployed in standalone mode locally on agent workstation.
  • Route point supervision: Supervisors can now initiate voice call monitoring on a route point. This feature enables supervisors to start call monitoring regardless of where it is routed. Supervisors no longer have to choose which agent or call to monitor. This feature requires SIP Server. Not supported for SIP Cluster environments.
  • If a callerId is used for an outbound call, the selected callerId is now included in the attached data of the call.

Web Services API

  • Support for monitoring of calls distributed from a route point.
  • Enhancements to the Service API for retrieving the GWS Configuration and Configuration Changes.
  • Agent Cleanup Timeout is now configurable.
  • Requests from GWS client to EndContactCenterSession now execute ForceLogout on Interaction Server to clean up any 'stuck' agent sessions.

CRM Gplus Adapters

  • The Adapter now provides Keep Alive feature, to ensure the Salesforce application timeout doesn't prevent the Adapter from processing all interactions. You can configure this feature by using the option salesforce.keep-session-alive.
  • Workspace Web Edition deployed as an embedded application in Salesforce Lightning Experience supports the following:
    • Genesys Web Chat
      • Storing Chat transcripts in the Salesforce custom activity field.
    • Genesys Open Media
      • Screen pop on Invite, Accept, and Transfer of Open Media interactions.
      • Activity tracking for Open Media interactions on mark done.
  • Workspace Web Edition deployed as an embedded application in Salesforce Console supports the following:

Resolved Issues

This release contains the following resolved issues:

Workspace Web Edition

The volume controls for microphone and speaker in Workspace no longer are incorrectly set to 0. Previously, in some situations, the volume controls for microphone and speaker defaulted to 0. (HTCC-29561)

Email interactions with a specified From Address that has an associated display name are now correctly sent with the display name. Previously, the display name information was removed and only the From Address was sent. (HTCC-29552)

In Accessibility environments using Internet Explorer 11, the screen reader application no longer reads a countdown whenever an agent navigates in the (HTCC-29506)

In environments using custom desktop applications instead of Genesys Workspace Web Edition (WWE) or Workspace Desktop Edition, the WWE Service Client API now presents only one interaction instead of two in the following two-step transfer scenario:

  1. Agent 1 makes an outgoing call to a contact.
  2. Agent 1 consults with agent 2 on this call.
  3. Agent 1 transfers the call to agent 2.

Previously, agent 2 saw one interaction for the consultation and another interaction for the main transferred call. (HTCC-29477)

Web Services API

GWS now considers supervisors who join with VIP visibility as 'consultants' and they will not be able to Force_Close chats, but can only leave chat session. (HTCC-29605)

Immediately after joining a chat session GWS now checks whether the interaction is still assigned to an agent. If it's not assigned, the agent leaves the chat session automatically. Previously, the agent was left in the chat session, but the interaction was not assigned to the agent. (HTCC-29536)

GWS now maintains contact with UCS when workbin related APIs are called. (HTCC-29502)

Authorization with an incorrect password or username now fails with the same error message: (HTCC-29395)

Supervisors can now see the correct monitoring state in cases where the target agent's Place has several DNs with same name (DR configuration, where the DNs belong to different switches in different regions). (HTCC-29387)

In Avaya environments, participants are no longer duplicated in the call party list of Outbound calls. (HTCC-27425)

Specified fields can be excluded from API platform responses. (HTCC-27306)

CRM Gplus Adapters

This release contains no resolved issues.

Upgrade Notes

No special procedure is required to upgrade to release

This page was last edited on August 31, 2018, at 16:58.


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