9.0.014.04

Predictive Routing - URS Strategy Subroutines Release Notes

9.x

Predictive Routing - URS Strategy Subroutines is part of 9.x starting in 9.0.006.00.

Release Date	Release Type	Restrictions	AIX	Linux	Solaris	Windows
01/25/19	General	Under Shipping Control				X

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Releases Info

• List of 9.0.x Releases
• 9.0.x Known Issues

Product Documentation

• Genesys Predictive Routing

Genesys Products

• List of Release Notes

What's New

This release includes the following new features and improvements:

• Updated subroutines and the new set-dynamic-priority option restore and improve dynamic-priority routing functionality. For more information about these subroutines and how to configure dynamic-priority interaction handling for Predictive Routing, see Subroutines for Environments Using Dynamic Priority Routing.

• The URS Strategy Subroutines component now includes updated versions of the following IRD strategy subroutines that support conversion of non-ASCII characters to UTF-8:
  • ActivatePredictiveRouting_v3 - Converts non-ASCII characters to UTF-8 characters before sending scoring requests to the Predictive Routing scoring engine.
  • GPRIxnCompleted - Converts non-ASCII characters to UTF-8 characters before sending scoring logs.
  • GetScoringAuthToken - Replaces the StrFormat function with the SetStringKey function. This eliminates an issue with the ~s character in the StrFormat function, which does not work correctly in a non-ASCII environment.

  Important

  URS 8.1.400.55 is the minimum required version for GPR-specific IRD subroutines to work in non-ASCII environments.

  (PRR-3991)

Resolved Issues

This release contains the following resolved issues:

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This release corrects issues with the URS Strategy Subroutines component which rendered dynamic-priority interaction handling inactive, even if you configured the options identified as activating that feature. This correction requires you to take the following steps to enable dynamic-priority interaction handling:

1. Configure the new set-dynamic-priority configuration option, in addition to the already-existing dynamic-priority configuration options.
2. Replace the current version of the ActivatePredictiveRouting_v3 subroutine in the strategy you use for Predictive Routing with the updated ActivatePredictiveRouting_v3_SJIS_v3 subroutine, included in this IP.
3. Replace the current version of the isAgentScoreGood callback subroutine in the strategy you use for Predictive Routing with the updated version included in this IP.
4. Add the new GPRIxnCleanup subroutine to the strategy you use for Predictive Routing.

See Subroutines for Environments Using Dynamic Priority Routing for more information. (PRR-4081; PRR-4054)

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Upgrade Notes

No special procedure is required to upgrade to release 9.0.014.04.