Release Note

Contents

Introduction

As of February 1, 2012, Genesys is no longer an affiliate of Alcatel-Lucent; any indication of such affiliation within Genesys products or packaging is no longer applicable. Please see the Genesys website at http://www.genesyslab.com for more details.

This release note applies to all 7.6 releases of T-Server for Alcatel A4200/OXO.

• Links in the Contents section enable you to access information regarding a specific release. 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.
• The Release Number table lists the supported operating systems for each release at a high level. For more detailed information, see the Genesys Supported Operating Systems and Databases Reference Manual.
• The Known Issues and Recommendations section is a cumulative list. It includes information on when individual items were found and, if applicable, corrected.
• The Corrections and Modifications section for each release may list additional issues that were corrected without first being documented as Known Issues.
• The Discontinued Support section is cumulative. It lists functionality that is no longer supported and the release number of the version in which support was discontinued.
• You can find information about changes and corrections to functionality common to all T-Servers in the release note for T-Server Common Part release 7.6.x.
• Your T-Server�s name correlates generally with the name of the switch you intend to use, but vendor switch names often change. For full details on the name(s) of the switch intended for use with this T-Server, see the Genesys Supported Media Interfaces Reference Manual.

Use of Third-Party Software

Genesys follows applicable third-party redistribution policies to the extent that Genesys solutions utilize functionality of commercial or non-commercial third parties. For specific information on any third-party software used in this product, see the Read Me.

Supported Operating Systems

New in This Release

This section describes new features that were introduced in this initial 7.6 release of T-Server for Alcatel A4200/OXO:

• Enhancements to Emulated Agent feature: In release 7.6, the Emulated Agent feature has been enhanced in a number of ways:
  
  
  • A wrap-up threshold can now be applied to ACW processing
  • Emulated agent handling of changes of party is updated to (re)calculate the ACW period only in cases where the consulted party was not considered business-related before the call was transferred.
  • Verification of agent work modes for emulated agents has been improved, especially for agent ready events. The agent work mode is also now added to agent events.
  • Improvements to emulated agent login/logout.
  • Improvements to HA synchronization between T-Servers.
  • Improvements to After Call Work (ACW) handling, including allowing agents to specify or extend ACW by request.
  • Setting of wrap-up time on a per-call basis at the strategy level.
  • Several new configuration options have been added to enable these features.
  • Configuration option notrdy-bsns-cl-force-rdy has been removed.
    
    
  Please refer to Support for Emulated Agents in the Framework 7.6 T-Server for Alcatel A4200/OXO Deployment Guide.
  
  
• Enhancements to No-Answer Supervision: In release 7.6, a number of enhancements have been made to the No-Answer Supervision (NAS) functionality:
  
  
  • NAS can be applied to private calls.
  • NAS can be applied to recall scenarios
  • New configuration option nas-indication has been introduced to enable T-Server to indicate in EventReleased whether an overflow has occurred as a result of No-Answer Supervision.
  
  Please refer to Support for No-Answer Supervision in the Framework 7.6 T-Server for Alcatel A4200/OXO Deployment Guide.
  
  
• Enhancement to Keep-Alive: In release 7.6, the Keep-Alive feature has been enhanced to include a configurable loss-rate counter. Please refer to Keep-Alive in the Framework 7.6 T-Server for Alcatel A4200/OXO Deployment Guide.
  
  
• Enhancements to Supervised Routing: In release 7.6, the Supervised Routing feature has been enhanced to to better integrate with the requirements of Universal Routing Server (URS). In addition, when the supervision timer expires, T-Server now issues EventReleased rather than EventAbandoned.
  
  
• Smart ConnectionID/RequestID Handling: In release 7.6, Smart Connection ID handling has been streamlined. The following configuration options have been removed: 
  
  
  • call-err-tmout
  • rq-cnt-tmout



• Improved link-disconnect scenarios: In release 7.6, link-disconnect and reconnect scenarios have been enhanced. You can now configure T-Server to retain calls across the connection failure, to prevent loss of user data and to reduce traffic when the link is restored. Feature states are also now preserved across the failure. See the following new configuration options in the Deployment Guide:
  
  
  • restart-period
  • restart-cleanup-limit
  • quiet-cleanup
  • quiet-startup
  • restart-cleanup-dly


    
• Rolling Upgrades: Support for rolling upgrades has been enhanced in release 7.6.
  
  
• Support for VMWare: Support for VMWare GSX 3.0 is implemented in release 7.6.
  
  
• Support for unmonitored call scenarios: In release 7.6, additional support for unmonitored scenarios is introduced. Previously T-Server could not determine whether unmonitored calls progressed by distribution or not, irrespective of the call type. You can now configure unmonitored calls to have the new type unknown. When this is the case, moving the monitored party to the unknown call during the transfer engages the current handling of emulated business-call operations. See the Deployment Guide for details of configuration option unknown-xfer-merge-udata.
  
  
• Virtual Agent Groups: In release 7.6 support for virtual agent groups has been implemented. T-Server now supports agent login into a single Agent Group defined in option agent-group. As soon as T-Server is able to determine the agent group for a particular agent, the group is reported in all agent-related events throughout that agent login session. See the agent-group configuration option in the Deployment Guide.
  
  
• Extended Redirect scenario reporting: In release 7.6, T-Server reports AttributeThirdPartyDN in scenarios involving Divert/Overflow from extensions/agents where the PBX provides that information.
  
  
• Support for DNs not configured in Configuration Layer: In release 7.6, T-Server supports the handling of TRegisterAddress from its clients for DNs that are not configured in Configuration Layer, and provides extended handling of removal/addition of DNs in Configuration Layer. See the following new configuration options in the Deployment Guide:
  
  
  • accept-dn-type
  • default-dn-type
  • dn-del-mode
    
    
• Support for Smart OtherDN Handling: In release 7.6, for T-Server clients that provide the agent ID value as the OtherDN in requests to T-Server, T-Server can convert this OtherDN value, using its knowledge of the association between the agent ID and the DN, in order to ensure correct execution of the request by the switch. For switches expecting an agent ID in the place of a DN for a particular operation, T-Server can convert the OtherDN value supplied by the client, to the agent ID that the switch expects. Please refer to Support for Smart OtherDN Handling in the Framework 7.6 T-Server for Alcatel A4200/OXO Deployment Guide for more details.
  
  
• Extended query capabilities: TQueryServer is able to provide information about which agent work modes are supported by T-Server. These extended capabilities are defined for agent-related events and requests and for TRouteCall, TApplyTreatment, TCallForwardSet, TQueryAddress, TQueryCall and TMonitorNextCall . 
  
  
• Agent-State transitions: In release 7.6, T-Server has been enhanced to enable client applications to invoke and receive agent-state transitions without provoking superfluous switch reporting.
  
  
• Improved handling of switchovers in HA configurations: In release 7.6, when the primary T-Server receives a �Backup Ready� message from the backup, it now waits until all calls that were created during the backup T-Server�s switch synchronization phase have gone. This means that all remaining calls have the same connection ID in both T-Servers. When no further synchronization is required, the primary T-Server sends a message to the backup indicating that full synchronization has taken place.
  
  
• Support for distinction between single-step and two-step transfers in event causation: In release 7.6, T-Server distinguishes between the AttributeCause reported in EventReleased for single-step and two-step transfers in complex scenarios.
  
  
• Support for reporting of external party states has been implemented in release 7.6.
  
  
• Support for Event Party Propagation (EPP): Support for Event Party Propagation (EPP) has been implemented.
  
  
• Call cleanup: Improvements have been made to the way T-Server performs call cleanup in release 7.6.
  
  
• Unification of OtherDN content: In release 7.6, when a destination or origination party is unknown, T-Server now reports that party with DN Txxxxx, where xxxxx is a numeric and corresponds to a dynamic ID.
  
• Support in T-Server for business-type classification of calls: In release 7.6, T-Server now identifies calls as either private ,business, orwork-related, using the new BusinessCallextension key. Valid values are:
  • 0�Private call
  • 1�Business call
  • 2�Work-related call
    
    
• Additional log link-trace information: In release 7.6 T-Server generates additional link-trace information in decodable format in log files. T-Server now provides more detail about logged events, including distinguishing in link-trace information between events from and requests to the switch.
  
  
• Multi-instance setup support: In release 7.6, multi-instance setup allows installation on the target computer of more than one instance of the application with the same IP Version. The number of installed IP instances is not limited.
  
  
• Hunt Group support:   In release 7.6, all types of Hunt Group are supported by T-Server.
  
  
• Additional operating system support: In release 7.6, T-Server supports 32 and 64-bit versions of HP-UX/PA 11i v2.
  
  

Corrections and Modifications

This release includes the following corrections and modifications that were made between release 7.0 and the initial 7.6 release:

T-Server reporting of has been modified to resolve a mismatching problem between OtherDN and AttributeANI. The following scenarios are impacted: 

• If a transfer is completed on an unmonitored device to a monitored device (except external Routing Points), T-Server will change the Connection ID in EventPartyChanged.
• If a transfer is completed on an unmonitored device to a monitored external Routing Point, T-Server will retain the Connection ID of the resulting call, in order to avoid issues with ISCC.

(ER# 178959712)

Top of Page

Known Issues and Recommendations

This section provides the latest information on known issues and recommendations associated with this product.

When an invalid number is dialed, T-Server reports a misleading EventDestinationBusy message rather than any messaging indicating that the number is invalid. (ER# 213368791)

There is a 9-second delay between TAnswerCall and EventEstablished when a call ringing on a DN with forwarding set is answered. (ER# 212693588)

When the CallForwardCancel status of a DN in T-Server is not synchronized with the DN status on the switch, the only way to resynchronize the statuses is to stop and restart T-Server. (ER# 211902631)

When an outbound call from an unmonitored device is blind-transferred to a Routing Point, the routed call cannot be answered, and the call becomes stuck. (ER# 210451085)

After call intrusion, the call state received from the switch for the primary call is incorrect. (ER# 210451087)

T-Server may generate an incorrect EventError Call has disconnected on the Routing Point in the following scenario:

1. TMakePredictiveCall with prd-dist-call-ans-time configured.
2. The customer answers and then releases the call before it is routed to an agent.

The rest of the call flow is correct. (ER# 123787509)

T-Server does not populate ThisQueue on all events after the call is routed to DN2 in the following scenario:

1. Inbound call to Routing Point.
2. Supervised route to DN1.
3. Do not answer.
4. Supervised routing expires and the call is recalled to the Routing Point.
5. Re-route to DN2.

(ER# 123787523)

When a customer releases a predictively dialed call while it is still ringing, the EventReleased on the Routing Point receives an incorrect call state of No Answer. (ER# 123787517)

A consult call is routed from an emulated Routing Point (which has at least 2 members) to an external device without supervision. This is repeated four times. After this, when a call is made to the Hunt Group, a Delivered event for one Hunt Group member is received, followed by an Alerting event on both Hunt Group members (with the same CallID), and finally a ConnectionCleared on both Hunt Group Members, so the consult call is dropped. This continues happening on all calls to the Routing Point for a few minutes. Eventually the problem clears itself,  at which point it is possible to continue making calls to this Routing Point. (ER# 123091669)

The PBX might reject a request to route an Outbound call to an external destination if the Outbound call is transferred to a Routing Point. The scenario is as follows:

1. DN1 establishes a call to an external destination.
2. DN1 initiates transfer to an emulated Routing Point.
3. DN1 completes the transfer.
4. The call is routed to the external destination.
5. RouteCall is rejected with Incorrect Object State.

(ER# 122852657)

DN1 has call forwarding set to an external device. DN2 redirects a call to DN1. In this scenario, EventReleased is generated for DN2 but no more reporting is received from the PBX for the redirected side of the call. However, it is still possible to control DN1 via CTI. (ER# 123091649)

A non-supervised Predictive Call is made and then, without supervision, is routed to an agent. At this stage, before the agent answers the call, if the customer or agent releases the call, the PBX does not generate an EventReleased for the other side of the call. (ER# 123091659)