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Workbench Server

This Release Note applies to all 8.5.x releases of Genesys Care Workbench Server. Links in the Available Releases section enable you to access information regarding a specific release.

Available Releases

Releases are listed by version number rather than in date order. For this reason, a recent release may be listed after earlier releases, if the version number is lower. Except when otherwise noted in the information for a specific release, each release includes all of the features and corrections that were introduced for the applicable operating system at earlier dates, regardless of the version numbering.

Link to Genesys Care Workbench User's Guide

You can find Release Notes for particular releases of Workbench Server at the following links:

Release Release Date Release Type Restrictions AIX Linux Solaris Windows
8.5.100.113 09/27/17 Hot Fix X X
8.5.100.90 05/30/17 General Release X X
8.5.000.52 01/13/17 Hot Fix X X
8.5.000.51 10/04/16 Hot Fix X X
8.5.000.42 06/30/16 General Release X X

Version 8.5.100.113

What's New

  • Source SIP Server port for Channel Monitoring test calls can now be specified (GTOOLS-1686)

Resolved Issues

  • Issue connecting to the database when the IP address and port were configured with values other than the defaults (GTOOLS-1767)
  • Issue with manual Channel Monitoring test calls not be placed in some scenarios (GTOOLS-1772)
  • Removed inconsistences with starting/stopping Workbench via the Workbench Monitor (GTOOLS-1756)
  • Improved framework fail-over handling (GTOOLS-1764)


Upgrade Notes

Important: If you are currently running Workbench 8.5.100.90, please follow these recommended upgrade steps to preserve your historical data when deploying this hot fix. This upgrade path is only applicable from the Workbench Server 8.5.100.90 to Workbench Server 8.5.100.113



  1. Stop the existing Workbench Server 8.5.100.90 application.
  2. Install Workbench Server 8.5.100.113 in a new directory.
  3. For the new Workbench Server 8.5.100.113 installation, rename the {WorkbenchDir}/cassandra to {WorkbenchDir}/cassandra_old
  4. Copy the {WorkbenchDir}/cassandra directory from the 8.5.100.90 installation to the new 8.5.100.113 install directory
  5. Copy the cassandra.yaml file from {WorkbenchDir}/cassandra_old/conf to {WorkbenchDir}/cassandra/conf
  6. Delete the {WorkbenchDir}/cassandra_old directory
  7. Edit the Working Directory field for the existing Workbench Server application object provisioned in Configuration Server to point to the new Workbench 8.5.100.113 installation directory. 

  8. Start the Workbench 8.5.100.113 application


Version 8.5.100.90

What's New

  • The new Channel Monitoring troubleshooting tool enables you to schedule test calls that can help you monitor and analyze call paths through the IVR and to the agent. You can also set thresholds for alerts about these test calls, which will appear in the Event Correlation widget.
  • The Workbench Dashboard Heat Maps have been enhanced with drill-down capabilities to let you look at object metric values and trends over time.
  • TLS support was added to these Workbench Server connections to enhance the deployment’s security: Workbench Agent, Log Extractor, Configuration Server, Solution Control Server, and Message Server.
  • Workbench now displays all alarm types raised by Solution Control Server
  • An audit trail report on login attempts is now available.
  • Workbench Build 8.5.100.00 contains Workbench Server release 8.5.100.90, Workbench Log Extractor release 8.5.100.02, and Workbench Agent release 8.5.000.31.

Resolved Issues

  • Workbench Agent enhanced alerts definitions so alerts are correctly displayed on the Workbench Dashboard. (GTOOLS-1612/1616/1622)
  • Workbench will now display configuration changes in its dashboard even if there is no connection to an appropriate Message Server in the environment, but will display NA in the “Changed By” field. (GTOOLS-1127)
  • Resolved issue that occurred after a Configuration Server failover where Workbench logins may fail and configuration changes may not populate in the Workbench Dashboard. (GTOOLS-957)
  • Resolved inconsistencies in closing alarms from Workbench (GTOOLS-1602)
  • Cleaned up the orphaned cmd.exe processes from Workbench start-up procedure (GTOOLS-1168)

Upgrade Notes

  1. Make a note of existing heat maps configured in Workbench 8.5.0.
  2. Stop the existing Workbench 8.5.0 application.
  3. Install Workbench 8.5.1 in a new directory.
  4. Edit the Working Directory field for the existing Workbench Server application object provisioned in Configuration Server to point to the new Workbench 8.5.1 installation directory.
  5. Start the Workbench 8.5.1 application.
  6. (Optional) Recreate any 8.5.0 heat maps that are still required, as 8.5.0 settings are not preserved.


Version 8.5.000.52

What's New

Added support for sending the CTI Link Disconnected alarm via the Remote Alarm Monitoring service. The alarm events being detected include:

  • Detect Event: 01-20002: CTI Link disconnected
  • Cancel Event: 01-20001: CTI Link connected

Resolved Issues

  • Fixed a bug in which Workbench Dashboard was not displaying information for environments that include provisioned applications without hosts. (GTOOLS-1499)

Upgrade Notes

To preserve your historical data, please take these steps before installing the Workbench 8.5.000.52 hot fix:

  1. Before running the 8.5.000.52 installer, stop Workbench and copy the Cassandra folder under the existing Workbench installation directory to a safe location.
  2. Run the 8.5.000.52 installer.
  3. After the installation has completed, ensure Workbench is not running and delete the Cassandra folder in the Workbench installation directory for this new 8.5.000.52 deployment.
  4. Copy the backup Cassandra directory from step 1 to the new Workbench installation directory.

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Version 8.5.000.51

What's New

There is no new functionality in this release of Workbench Server.

Resolved Issues

  • The alarm counts displayed in the Workbench dashboard System Health dials are now better synchronized with Solution Control Server (SCS). (GTOOLS-1157)
  • The # Active Hosts count and status displayed in the Workbench dashboard System Health dials are now better synchronized with SCS. (GTOOLS-967)
  • The Workbench dashboard now correctly displays the # Simultaneous Calls and # Agents Logged-in/Ready in the System Health dials. (GTOOLS-991)

Upgrade Notes

There is no upgrade procedure for this release.


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Version 8.5.000.42

What's New

Genesys Care Workbench is a suite of troubleshooting tools that can help you efficiently identify and resolve issues in a Genesys environment. Workbench collects and analyzes data from multiple sources, and then displays useful troubleshooting information in its dashboards and consoles.

Types of information displayed on the Workbench Dashboard include:

  • Configuration Server changes – Using a connection to Configuration Server, Workbench can monitor and display recent configuration changes in the environment. Currently, only Application objects are supported.
  • Alarms – Workbench configures a default set of alarms in Solution Control Server. These alarms are displayed in the Workbench Dashboard. If you subscribe to Remote Alarm Monitoring, additional alarms may be displayed.
  • Log events – When connected to the Genesys Care Log File Management Tool, Workbench can monitor log files from supported Genesys applications and display important events for troubleshooting.

This Workbench Server release requires:

  • Java™ Platform Standard Edition Runtime Environment 8 (JRE™ 8)
  • (Optional) Genesys Care Log File Management Tool 8.5.000.00 or later (for use with Workbench Log Extractor)

Resolved Issues

  • This is the first release of the Workbench Server 8.5 and, as such, it contains no corrections or modifications.

Upgrade Notes

There is no upgrade procedure for this release.


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Known Issues and Recommendations

The Known Issues and Recommendations section is a cumulative list for all 8.5.x releases. 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.


The Statistics function in the Log Analysis screen is unavailable.

ID: GTOOLS-772 Found In: 8.5.000.42 Fixed In:

Workaround:


After a Configuration Server failover, Workbench logins may fail and configuration changes may not populate in the Workbench Dashboard.

ID: GTOOLS-957 Found In: 8.5.000.42 Fixed In: 8.5.100.113

Workaround: A Workbench Server restart is required to resolve this issue.


When you add or remove Hosts from your configuration, Workbench does not dynamically update the # Active Hosts dial on the System Health widget.

ID: GTOOLS-967 Found In: 8.5.000.42 Fixed In: 8.5.000.51

Workaround: A Workbench Server restart is required for this change to be visible on the Workbench Dashboard.


The status of the heat maps occasionally may be cached incorrectly and display old information.

ID: GTOOLS-995 Found In: 8.5.000.42 Fixed In: 8.5.000.51

Workaround:


When an Alarm Condition is added in Solution Control Server, Workbench Server must be restarted before that alarm is recognized in Workbench.

ID: GTOOLS-1570 Found In: 8.5.100.90 Fixed In:

Workaround: Restart Workbench Server


When the "origin" config option is changed within the provisioned Workbench Server application, the existing heat maps no longer receive metrics updates

ID: GTOOLS-1654 Found In: 8.5.100.90 Fixed In:

Workaround: Delete the existing heat maps and create new ones.


TLS is not supported for file transfers from the Log Extractor to Workbench.

ID: GTOOLS-1665 Found In: 8.5.100.90 Fixed In:

Workaround: Transfer files without TLS security


When the opening of multiple and/or very large log files in the Log Analysis console uses all available Java memory, Workbench stops responding

ID: GTOOLS-1666 Found In: 8.5.100.90 Fixed In:

Workaround: Restart Workbench Server



When an application is deleted from Configuration Server, the application drop-down list for creating heat maps may not populate.

ID: GTOOLS-1668 Found In: 8.5.100.90 Fixed In: 8.5.100.113

Workaround:Restart Workbench Server.


The provisioned host object for the connected Solution Control Server instance must have an IP address specified.

ID: GTOOLS-1669 Found In: 8.5.100.90 Fixed In: 8.5.100.113

Workaround:Specify an IP address for the provisioned host on which Solution Control Server resides.


Historical Workbench events are saved on an hourly basis. Any restarts to Workbench may lose up to one hour of historical data.

ID: GTOOLS-1667 Found In: 8.5.100.90 Fixed In: 8.5.100.113

Workaround:


When Workbench Server running on a Linux host requires a restart, the Workbench Agents on the application hosts may need to be restarted.

ID: GTOOLS-1670 Found In: 8.5.100.90 Fixed In:

Workaround:Restart all Workbench Agents connected to Workbench. To complete this, you may add all provisioned agent applications to a solution and restart the solution.


When Workbench Server starts, and has a Message Server instance running, if the primary and backup message server are stopped then the connection to Configuration Server is lost.

ID: GTOOLS-1776 Found In: 8.5.100.113 Fixed In:

Workaround:Start either the primary or back-up Message Server or restart Workbench Server.


If there is a Configuration Server fail-over, the status of the heat-maps may be out of sync in some instances until the Workbench Dashboard is refreshed.

ID: GTOOLS-1778 Found In: 8.5.100.113 Fixed In:

Workaround:Start either the primary or back-up Message Server or restart Workbench Server.


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Discontinued Support

This section documents features that are no longer supported in this software. This cumulative list is in release-number order with the most recently discontinued features at the top of the list.


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This page was last modified on 27 September 2017, at 10:57.