Release Note

Agent Interaction (Java API)

7.6.x

Genesys Telecommunications Laboratories, Inc. © 2008–2017

Contents

Introduction

Release Number AIX HP-UX Linux Solaris Tru64 UNIX Windows
7.6.637.00 [10/20/17] – Hot Fix           X
7.6.631.00 [08/23/16] – Hot Fix           X
7.6.628.00 [03/22/16] – Hot Fix           X
7.6.627.00 [02/23/16] – Hot Fix           X
7.6.626.00 [12/18/15] – Hot Fix           X
7.6.623.00 [09/11/15] – Hot Fix           X
7.6.622.00 [06/03/15] – Hot Fix           X
7.6.621.00 [02/20/15] – Hot Fix           X
7.6.618.00 [09/08/14] – Hot Fix X X X X   X
7.6.617.00 [07/29/14] – Hot Fix X X X X   X
7.6.615.00 [06/27/14] – Hot Fix X X X X   X
7.6.614.00 [05/30/14] – Hot Fix X X X X   X
7.6.609.00 [01/30/14] – General X X X X   X
7.6.534.00 [03/21/14] – Hot Fix     X     X
7.6.533.00 [12/13/13] – Hot Fix           X
7.6.532.00 [11/22/13] – Hot Fix           X
7.6.529.00 [08/23/13] – Hot Fix     X X   X
7.6.527.00 [07/02/13] – General X X X X X X
7.6.518.00 [03/25/13] – General X X X X X X
7.6.425.00 [11/30/12] – Hot Fix           X
7.6.423.00 [10/31/12] – General X X X X X X
7.6.414.00 [06/28/12] – General X X X X X X
7.6.351.00 [01/10/13] – Hot Fix           X
7.6.338.00 [10/13/11] – General X X X X X X
7.6.331.04 [08/02/11] – Hot Fix           X
7.6.331.03 [06/24/11] – Hot Fix       X   X
7.6.331.00 [03/25/11] – General X X X X X X
7.6.315.02 [02/07/11] – Hot Fix           X
7.6.315.00 [07/08/10] – General X X X X X X
7.6.309.00 [04/09/10] – General X X X X X X
7.6.222.00 [10/23/09] – Hot Fix           X
7.6.218.00 [06/29/09] – Hot Fix           X
7.6.216.00 [06/08/09] – General X X X X X X
7.6.212.00 [03/20/09] – Hot Fix       X    
7.6.210.00 [02/20/09] – General X X X X X X
7.6.127.00 [01/23/09] – Hot Fix           X
7.6.122.00 [11/21/08] – Hot Fix           X
7.6.116.00 [09/18/08] – General X X X X X X
7.6.011.03 [04/30/08] – Hot Fix           X
7.6.011.02 [04/04/08] – Hot Fix           X
7.6.011.00 [02/29/08] – General X X X X X X

Known Issues and Recommendations
Discontinued Support
Internationalization
Additional Information


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is no longer an affiliate of Alcatel-Lucent; any indication of such affiliation within Genesys products or packaging is no longer applicable.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.genesys.com for more details.

This release note applies to all 7.6 releases of Agent Interaction (Java API).

Use of Third-Party Software

Genesys follows applicable third-party redistribution policies to the extent that Genesys solutions utilize third-party functionality. For specific information on any third-party software used in this product, see the Read Me. Please contact your Genesys Customer Care representative if you have any questions.


Release Number 7.6.637.00 [10/20/17] – Hot Fix

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

The operating systems supported by this release are listed in the Contents, above.

New in This Release

This is a hot fix for this product. This release does not contain new features or functionality.

Corrections and Modifications

This release includes the following corrections and modifications:


AIL no longer mixes the TEvent extensions. Previously, the TExtensions from an earlier call could get copied into the events related to the current call. (ISDK-6048)


When reading email interactions from UCS using Contacts PSDK, AIL now correctly reads the ToAddresses, CcAddresses, and BccAddresses lists. Previously, these address lists were missing. (ISDK-6046)


When establishing a secured connection with any backup server, AIL now correctly looks for the TLS parameters in:

  1. The connection
  2. The client application
  3. The client application host
  4. The server port
(ISDK-6040)


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Release Number 7.6.631.00 [08/23/16] – Hot Fix

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

The operating systems supported by this release are listed in the Contents, above.

New in This Release

This is a hot fix for this product. This section describes new features that were introduced in this release of Agent Interaction (Java API).

Corrections and Modifications

This release includes the following corrections and modifications:


AIL now sends the correct notifications when a call is released and the agent's DN is logged out. (ISDK-5995)


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Release Number 7.6.628.00 [03/22/16] – Hot Fix

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

The operating systems supported by this release are listed in the Contents, above.

New in This Release

This is a hot fix for this product. This release does not contain new features or functionality.

Corrections and Modifications

This release includes the following corrections and modifications:


AIL can now read Categories and Standard Responses when it is started before UCS. Previously, UCS had to be started first. (ISDK-5980)


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Release Number 7.6.627.00 [02/23/16] – Hot Fix

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

The operating systems supported by this release are listed in the Contents, above.

New in This Release

This is a hot fix for this product. This release does not contain new features or functionality.

Corrections and Modifications

This release includes the following corrections and modifications:


The binary content of attachments is now correctly retrieved for PSDK Contacts. (ISDK-5977)


AIL no longer presents memory leaks when working with Workbin Managers and Config Listeners. (ISDK-5978)


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Release Number 7.6.626.00 [12/18/15] – Hot Fix

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

The operating systems supported by this release are listed in the Contents, above.

New in This Release

This is a hot fix for this product. This release does not contain new features or functionality.

Corrections and Modifications

This release includes the following corrections and modifications:


AIL now correctly handles interactions of type InboundCollaborationReply. Previously, AIL was throwing a ClassCastException. (ISDK-5964)


AIL no longer removes the attached data of an interaction when receiving a user event on the same TConnectionId. (ISDK-5963)


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Release Number 7.6.623.00 [09/11/15] – Hot Fix

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

The operating systems supported by this release are listed in the Contents, above.

New in This Release

This is a hot fix for this product. This release does not contain new features or functionality.

Corrections and Modifications

This release includes the following corrections and modifications:


If Interaction Server sends an EventError message with no error field code, AIL can now successfully process this message. Previously, processing the message would have failed. (ISDK-5938)


AIL can now correctly process inbound e-mail related events. Previously in this scenario, AIL might have frozen for 30 seconds. (ISDK-5940)


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Release Number 7.6.622.00 [06/03/15] – Hot Fix

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

The operating systems supported by this release are listed in the Contents, above.

New in This Release

This is a hot fix for this product. This release does not contain new features or functionality.

Corrections and Modifications

This release includes the following corrections and modifications:


The Interaction.isDone() method now checks the interaction status in UCS and returns correct values. Previously, this method was checking cached values and might have always returned false for some interactions. (ISDK-5929)


AIL no longer becomes unresponsive when processing attached data and getting a TelephonyTimeoutException exception. (ISDK-5926)


If you call the removeWorkbinListener() method, AIL correctly unreferences the workbin listeners even if the Interaction Server is down. Previously in this scenario, this method may have caused a memory leak.(ISDK-5925)


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Release Number 7.6.621.00 [02/20/15] – Hot Fix

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

The operating systems supported by this release are listed in the Contents, above.

New in This Release

This is a hot fix for this product. This release does not contain new features or functionality.

Corrections and Modifications

This release includes the following corrections and modifications:


If you change skill names in your configuration, AIL now takes into account these changes. (ISDK-5877)


If you add several listeners to a logged-out agent, AIL no longer registers extra statistics. (ISDK-5893)


The Stat Service and Contact Service (with Contact SDK option) now correctly return the host and port of the connected back-end server. Previously, these services were returning null. (ISDK-5904, ISDK-5908)


Now, you can register for the events of a group of workbins for a given group of agents. Previously, AIL did not allow to register for a specific agent group. (ISDK-5907)


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Release Number 7.6.618.00 [09/08/14] – Hot Fix

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

The operating systems supported by this release are listed in the Contents, above.

New in This Release

This is a hot fix for this product. This release does not contain new features or functionality.

Corrections and Modifications

This release includes the following corrections and modifications:


You can now set numeric call results by using the new OutboundRecord.setCallResult(int) method. Note that some applications may not be able to handle values which have not been predefined. (ISDK-5844)


This version of AIL re-introduces support for Java 6. (ISDK-5856)


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Release Number 7.6.617.00 [07/29/14] – Hot Fix

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

The operating systems supported by this release are listed in the Contents, above.

New in This Release

This is a hot fix for this product. This release does not contain new features or functionality.

Corrections and Modifications

This release includes the following corrections and modifications:


AIL no longer runs out of memory after a T-Server in HA mode shuts down or loses its connection to the switch. (ISDK-5846)


AIL can now handle a chat interaction with a phone call which is not saved to the database simultaneously. Previously, in this scenario, AIL would have thrown a NullPointerException exception.(ISDK-5841)


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Release Number 7.6.615.00 [06/27/14] – Hot Fix

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

The operating systems supported by this release are listed in the Contents, above.

New in This Release

This is a hot fix for this product. This release does not contain new features or functionality.

Corrections and Modifications

This release includes the following corrections and modifications:


The Dispatcher thread no longer gets caught in an infinite loop. Previously, this could occur in specific scenarios involving modifications of an inactive outbound record. (ISDK-5830)


If AIL reconnects then reports a service of Type=CONFIG in RESTORING status, AIL now also reports the ON status for this service once the connection is fully restored. Previously, AIL only notified the RESTORING status. (ISDK-5824)


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Release Number 7.6.614.00 [05/30/14] – Hot Fix

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

The operating systems supported by this release are listed in the Contents, above.

New in This Release

This is a hot fix for this product. This section describes new features for this release of Agent Interaction (Java API).

Corrections and Modifications

This release includes the following corrections and modifications:


If your application uses the UCS API, AIL now correctly fills in the ThreadId column of the PhoneCall table in the UCS database. Previously, all voice interactions were having null values in the UCS database.
Note: The issue is not solved if your application uses the Contact PSDK. (ISDK-5814)


AIL no longer creates extra connections at startup when connecting to a T-Server unable to reach its switch. (ISDK-5790)


AIL now correctly returns true if the InteractionVoice.Action.MAKE_CALL action is possible on a double-DN switch of type Nortel Symposium. (ISDK-5788)


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Release Number 7.6.609.00 [01/30/14] – General

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

The operating systems supported by this release are listed in the Contents, above.

New in This Release

There are no restrictions for this release. This section describes new features that were introduced in this release of Agent Interaction (Java API).

Corrections and Modifications

This release includes the following corrections and modifications:


AIL is now protected from re-entering code written in the PSDK Bridge listeners. Previously, this kind of unprotected code might have generated deadlocks. (ISDK-5710)


The InteractionMailOut.getDateSent() and InteractionMailOut.getAttachments() methods no longer throw unexpected NullPointerException exceptions. Previously, AIL might generate a NullPointerException exception if you created an InteractionMailOut instance by replying to an inbound e-mail interaction. (ISDK-5703)


AIL no longer throws an exception if you create a contact with an empty e-mail address (empty string). (ISDK-5688)


AIL now correctly reports all party events in dual-step scenarios for SIP Instant Messaging. Previously, some events may have been missing for the second agent involved in the dual step. (ISDK-5289)


AIL now correctly reports the supervising parties involved in a phone call, in the same way that they are reported by 8.1 T-Servers. Previously, AIL did not take into account the OrigSV-X extensions added to 8.1 T-Servers. (ISDK-5297)


AIL now correctly returns the attachments of the interactions in the archive database. (ISDK-5611)


AIL now correctly fills the OwnerId field when saving an interaction in the Contact Server. (ISDK-5557)


AIL no longer delays the execution of telephony events. Previously, this might happen if some data were attached to a phone call prior to the call being dialled. (ISDK-5554)


AIL now correctly takes into account the character encoding for both the primary and the backup Configuration Servers. Previously, the character encoding was not taken into account for the connection to the backup Configuration Server. (ISDK-5605)


AIL now sends the events only once to each listener, even if the addXxxListener() method is called twice with the same argument. (ISDK-5490)


AIL now correctly takes into account the NotReady/WalkAway status when registering a DN that is already logged in. (ISDK-5746)


AIL is now able to start if an unreachable UCS instance is one of its connections. Previously, this scenario was resulting in a timeout at startup. (ISDK-5422)


AIL can now start before UCS. Previously, AIL could fail when loading interactions from UCS if AIL was started before UCS. (ISDK-5697)


Logs no longer include exception messages when AIL retrieves the content binary mime type or the content binary size of an e-mail interaction. (ISDK-5696)


AIL now retrieves all the data of a customer reply interaction from UCS. (ISDK-5634)


AIL no longer times out if you register a DN that is already logged-in on an OXE switch in legacy mode. (ISDK-5727)


The Dn.getAlias() and DnRoutingPoint.getAlias() now correctly return the DN alias, as configured in the Configuration Layer. (ISDK-5724)


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Release Number 7.6.534.00 [03/21/14] – Hot Fix

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

The operating systems supported by this release are listed in the Contents, above.

New in This Release

This is a hot fix for this product. This release does not contain new features or functionality.

Corrections and Modifications

This release includes the following corrections and modifications:


AIL now correctly re-initializes ADDP after a reconnection to the Configuration Server. (ISDK-5791)


AIL now always refreshes its cache and, if necessary, registers for configuration events after a reconnection to the Configuration Server.
Note: If your application receives a ServiceStatus event with Type set to CONFIG and Status set to RESTORING, your application should discard then reload the objects previously created by the AilFactory. (ISDK-5793)


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Release Number 7.6.533.00 [12/13/13] - Hot Fix

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

The operating systems supported by this release are listed in the Contents, above.

New in This Release

This is a hot fix for this product. This release does not contain new features or functionality.

Corrections and Modifications

This release includes the following corrections and modifications:


The InteractionMailOut.getDateSent() and InteractionMailOut.getAttachments() methods no longer throw NullPointerException exceptions. Previously, these exceptions could occur if the InteractionMailOut instance was created by replying to an inbound e-mail interaction. (ISDK-5679)


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Release Number 7.6.532.00 [11/22/13] – Hot Fix

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

The operating systems supported by this release are listed in the Contents, above.

New in This Release

This is a hot fix for this product. This release does not contain new features or functionality.

Corrections and Modifications

This release includes the following corrections and modifications:


AIL no longer delays the processing of telephony events even if the user data are attached to a voice interaction before the call is dialed. (ISDK-5636)


If you call the AilFactory.getSRLManager() method, AIL no longer freezes even if if it is running with a 8.1 Contact Server and no category is defined in the Contact Server. (ISDK-5626 and ISDK-5628)


The Dn.getCallableNumber() method now correctly returns the DN's callable number. Previously, this method was throwing a NullPointerException exception if the DN was deleted in the Configuration Server or if the connection to the Configuration Server was lost and then retrieved with RESTORE_SESSION_FAILED status. (ISDK-5637)


If you call the InteractionMailOut.setStructuredText() method, AIL now correctly saves the structured text, even if it is set to null. (ISDK-5625)


The InteractionMail.getAttachments() method now correctly retrieves the attachments of the interactions stored in the Archive database. Previously, this method was returning an empty array in this scenario. (ISDK-5629)


AIL now correctly throws the DeleteContactException exception when trying to delete a contact that has pending interactions. (ISDK-5624)


AIL no longer inserts an empty interaction content when creating the reply to an incoming e-mail. ESJ now inserts the interaction content once AIL has sent the outgoing reply. (ISDK-5642)


AIL now correctly retrieves the data of an inbound e-mail reply interaction from UCS. Previously, some information may have been missing for interactions of type InboundCustomerReply . (ISDK-5634)


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Release Number 7.6.529.00 [08/23/13] – Hot Fix

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

The operating systems supported by this release are listed in the Contents, above.

New in This Release

This is a hot fix for this product. There are no new features or functionality with this release of Agent Interaction (Java API).

Corrections and Modifications

This release also includes the following corrections and modifications:


AIL now correctly sets the OwnerId of an EmailIn on the mark done operation for a given e-mail interaction in the UCS database. (ISDK-5484)


If an interaction is abandoned while being routed, the associated RoutingInteractionEvent now includes the correct EventReason.ABANDONED reason. (ISDK-5489)


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Release Number 7.6.527.00 [07/02/13] – General

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

The operating systems supported by this release are listed in the Contents, above.

New in This Release

There are no restrictions for this release. This section describes new features for this release of Agent Interaction (Java API).

Corrections and Modifications

This release also includes the following corrections and modifications:


Calling the DnRoutingPoint.removeDnListener() method no longer creates a deadlock. (ER# 324223775)


AIL now correctly submits Workbin events even if the agent logs out and logs in again, without unregistering and registering the workbin listener. (ER# 322749954)


AIL now correctly takes into account the RecordCancel event sent by the Outbound Contact Server. As a result, if an agent cancels a record, AIL notifies any other agent working on this record of its closing. (ER# 323274731)


AIL is now able to initialize on a 7.2 Configuration Server. (ER# 322397527)


AIL is now able to sort the e-mails in the history by thread. (ER# 321288985)


If you search for interactions related to a contact and if the interactions' subtype in UCS database is null, AIL now retrieves the backHistory items. Previously, a null pointer exception was thrown. (ER# 321434830)


If you add a listener to a Dn object, the event with DnEventReason set to INIT now contains the required TEventReasons and TEventExtensions data, as long as the T-Server provides them. (ER# 320573161)


During an Interaction Server switchover, AIL now waits for a small period of time and then successfully connects to the backup Interaction Server. Previously, AIL's immediate connection attempt failed. (ER# 318205709)


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Release Number 7.6.518.00 [03/25/13] – General

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

The operating systems supported by this release are listed in the Contents, above.

New in This Release

There are no restrictions for this release. This section describes new features that were introduced in this release of Agent Interaction (Java API).

Corrections and Modifications

This release also includes the following corrections and modifications:


AIL is now able to retrieve the email attachments that E-mail Server 8.1.2.x stores in the database. (ER# 318136438)


A java.lang.NullPointerException no longer occurs when using the addSortAttribute method in AIL. (ER# 314074119)


The VCB service now works correctly. Previously, the new interaction was not created upon receiving RequestCallbackPreview from the VCB server. (ER# 316774811)


AIL can now report that it is possible to establish a consultation call when the main call is on hold. This applies to all switches, except Alcatel switches. Previously, isPossible returned false for TRANSFER and CONFERENCE actions for a held call. (ER# 312849281)


AIL now correctly searches for a contact using a non-primary attribute. Previously, the function setSearchPrimaryValueOnly from the ContactSearchTemplate interface was used in an opposite manner. (ER# 315622601)


AIL now properly encodes accented characters. Previously, changing the default encoding with the JVM option -Dfile.encoding=UTF-8 corrupted the accented characters received from Configuration Layer. (ER# 317888220)


AIL now populates the ThreadId field with the DBID generated by Universal Contact Server (UCS). Previously, the ThreadId field was not populated when a new outbound email interaction was created. (ER# 318889512)


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Release Number 7.6.425.00 [11/30/12] – Hot Fix

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

The operating systems supported by this release are listed in the Contents, above.

New in This Release

This is a hot fix for this product. There are no new features or functionality with this release of Agent Interaction (Java API).

Corrections and Modifications

This release also includes the following corrections and modifications:


When an agent creates two voice interactions, Agent Interaction Layer (AIL) now also publishes the second interaction. Previously, AIL was only publishing the first interaction. (ER# 312462745)


AIL now correctly returns the archive history for a contact. (ER# 312740490)


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Release Number 7.6.423.00 [10/31/12] – General

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

The operating systems supported by this release are listed in the Contents, above.

New in This Release

There are no restrictions for this release. There are no new features or functionality with this release of Agent Interaction (Java API).

Corrections and Modifications

This release also includes the following corrections and modifications:


AIL now correctly handles a Configuration Server switchover, even with a Restore Session Failed event. (ER# 311289361)


Outgoing phone calls are now correctly created into the database when the voice/database option is set to external. (ER# 309851781)


SRLManager.getCategoriesRoot() now returns all categories contained in the referenced collection. Previously, one of the categories would not be returned. (ER# 308603286)


AIL is now able to process interactions if its connection to Universal Contact Server (UCS) has dropped. Previously, interactions would not reach the appropriate agent if the connection to UCS had been dropped while they were being processed. (ER# 301433118)


AIL now automatically closes the chain if a call is abandoned. Previously, if a call was abandoned and a new call reached the agent desktop, this could result in a race condition. (ER# 283479725)


The searchInStandardResponseFavorites() method of the SRLManager interface now completes successfully. Previously, the use of this method would lead to a stuck thread. (ER# 306905100)


You can now join a preview campaign using PreviewDialingModeStart. Previously, PreviewDialingModeStart would not create a PreviewRecord event and it would therefore not be possible to initiate an outbound call. This occurred with the outbound mode in the 7.2.x API, when the option outbound/enable-chain-75api was set to false. (ER# 305046343)


The place.readyMultimedia() and place.notReadyMultimedia() methods no longer return any NullPointerExceptions when the media in question is not logged in. They now return InvalidParameterExceptions. (ER# 309451300)


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Release Number 7.6.414.00 [06/28/12] – General

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

The operating systems supported by this release are listed in the Contents, above.

New in This Release

There are no restrictions for this release. This release contains the following new features or functionality.

Corrections and Modifications

This release also includes the following corrections and modifications:


The InteractionChat.markDone() method no longer fails when Chat Server is disconnected. (ER# 287075396)


An option has been added so that the place can be automatically logged out from the Interaction Server when the last media is logged out. The previous behaviour, keeping the place logged-in, can optionally be kept. (ER# 293279681)


After an Interaction Server switchover, AIL now correctly re-subscribes so that the messages by the Outbound Contact Server are correctly received. (ER# 296268921)


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Release Number 7.6.351.00 [01/10/13] – Hot Fix

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

The operating systems supported by this release are listed in the Contents, above.

New in This Release

This is a hot fix for this product. There are no new features or functionality with this release of Agent Interaction (Java API).

Corrections and Modifications

This release also includes the following correction and modification:


If an agent logs out when the Interaction Server is out of service, the agent state that was previously saved is now erased. (ER# 314783059)


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Release Number 7.6.338.00 [10/13/11] – General

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

The operating systems supported by this release are listed in the Contents, above.

New in This Release

There are no restrictions for this release. There are no new features or functionality with this release of Agent Interaction (Java API).

Corrections and Modifications

This release also includes the following corrections and modifications:


The OutboundService.readCustomFields() method no longer experiences a deadlock when reading configuration values. Previously, a possible deadlock may have occurred when the Calling List was updated in Configuration Manager while agents were distributed on outbound calls. (ER# 275911251)


The number parameter for all typing notification events is now explicitly set to -1. These events will not be in the numbered list returned by getEvents(). Previously, there was inconsistency in the number being returned. (ER# 279022558)


Events for Routing interactions are now delivered correctly. Previously, java.lang.ClassCastException occurred in AIL during event processing for Routing interactions. (ER# 274582667)


The AilLoader.setStartupTimeout() method is now added in order to configure the startup timeout. (ER# 282919038)


The getContent() method for the AgentGroup and PlaceGroup workbins no longer returns incomplete results when called multiple times by different threads. Previously, the Agent workbins were not being refreshed accurately. (ER# 282402117)


A registered AgentListener now correctly receives events after an Interaction Server switchover. Previously, AIL events were missing after the switchover. (ER# 279302218)


ADDP packets (PSDK) are no longer generating disconnections with the T-Server (SIP Server). Previously, ADDP packets were being sent twice and disconnecting the SIP Server. (ER# 277339581)


Now, the WorkbinManager always initializes correctly, and getWorkbin() no longer returns null for existing workbin names. (ER# 278141011)


AIL now correctly monitors the Agent status when the call is on hold. Previously, the status was incorrect in the MonitorEventAgentStatus event. (ER# 276801114)


The GSW_APPLICATION_ID parameter now correctly changes when a switchover occurs between a primary and a backup OCS Server. (ER# 276505051)


The StandardResponse interface now contains the getSubject() method to obtain the subject. (ER# 270386953)


For switches such as the Cisco Call Manager that require a query of the DN status after T-Server switchover, a configurable delay has been introduced to take into account possible delays on certain network configurations. Previously, GIS stopped querying DN statuses after TelephonyErrorException occurred in an AIL internal thread.

(ER# 268446521)


The InteractionChatImpl.connectAndJoin() method now clears chat events before joining the chat, in case the events were loaded while the interaction was ringing. Previously, Chat messages were duplicated if getMessages() was called before answerCall(). (ER# 271262413)


The Javadoc was updated to state that empty string values are accepted in attached data. Also, the attached data of Multimedia interactions accepts null values, but processes them as empty strings. (ER# 274868824)


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Release Number 7.6.331.04 [08/02/11] – Hot Fix

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

The operating systems supported by this release are listed in the Contents, above.

New in This Release

This is a hot fix for this product. There are no new features or functionality with this release of Agent Interaction (Java API).

Corrections and Modifications

This release also includes the following correction and modification:


AIL now correctly handles NotReady reason codes on multi-DN switches, such as the Alcatel 4400. (ER# 276270025)


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Release Number 7.6.331.03 [06/24/11] – Hot Fix

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

The operating systems supported by this release are listed in the Contents, above.

New in This Release

This is a hot fix for this product. There are no new features or functionality with this release of Agent Interaction (Java API).

Corrections and Modifications

This release also includes the following correction and modification:


The removeWorkbinListener method now removes the listener reference. (ER# 272091455)


The TelephonyTimeoutException no longer occurs when EventAttachedDataChanged is received after the call is released. (ER# 274659096)


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Release Number 7.6.331.00 [03/25/11] – General

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

The operating systems supported by this release are listed in the Contents, above.

New in This Release

There are no restrictions for this release. There are no new features or functionality with this release of Agent Interaction (Java API).

Corrections and Modifications

This release also includes the following corrections and modifications:


AIL now supports the HotDesk feature of the HiPath switch. (ER# 245238667)


Single step transfers no longer fail if you set the enable-attached-data-for-transfer option to false. This option is in the AIL application’s Options tab, voice section, in the Configuration Layer. (ER# 227095904)


AIL now provides HTML formatting for signatures. Previously, if a signature with multiple lines was inserted into the body of an HTML standard response, the carriage return code was lost and the signature appeared in a single continuous line. (ER# 250623161)


Whenever it is available, AIL now passes the ConnectionId in the outbound-related TsRequestSendUserEvent so that RecordProcessed UserEvent can be easily linked with the interaction. (ER# 263178611)


AIL no longer throws a NullPointerException in StatlibDriver in some cases, when deleting an agent on which the subscription was set. (ER# 261233035)


AIL no longer throws a ConcurrentModificationException in specific cases when AttachedData changes. (ER# 257275751)


The Workbin.addWorkbinListener method is now taken into account if it is called before the loginMultimedia() method. Previously, the client application was not notified about workbin events. (ER# 259490214)


AIL now applies a timeout to requests to unsubscribe the Stat Server. Previously, a deadlock could occur when unsubscribe requests were delayed and the Stat Server was disconnected while a request was being processed. (ER# 259959243)


The isPossible(MAKE_CALL) method now returns true, even if another interaction is in an UNKNOWN status on the DN. (ER# 268210142)


A timeout mechanism is now added for monitor-related requests. Previously, threads that called methods in the monitor could be stuck for more than 30 seconds and not end with a TimeoutException. (ER# 267659681)


The InteractionMailOut.isDone() method now returns true as soon as the e-mail is sent. Previously, AIL did not get updated (for an undetermined amount of time, such as two hours or more) that an interaction had terminated. This occurred mainly on outbound e-mails that were terminated by URS after they were sent. (ER# 265876742)


When an agent logs in, AIL now correctly sends a DnEvent with the reason LOGGED_IN. Previously, when an agent logged in, the DnEvent reason was INFO_CHANGED. (ER# 267157072)


The CanHoldWhileConferencingIfConferenceOwner value is now set to false for the Alcatel A4400 switch. Previously, this value was incorrectly set to true. (ER# 266412232)


The Agent.addAgentListener() method now calls the getPlaceFromStat() method. Previously, the Genesys Integration Server (GIS) Client was not registering for T-Server events after upgrading to the 7.6.3 release. (ER# 268615931)


Changing the parameters of a campaign no longer removes that campaign from the active list. Previously, the campaign disappeared from the Campaigns panel when changing the OCM optimization parameter or target value. (ER# 246772663)


With an A4400 switch in substitute mode, Genesys Desktop now shows ACDPositions when two agents are in conversation when the a4400-custom-substitute-mode option is not set. Previously, Genesys Desktop showed Extensions. (ER# 255706461)


The getTEventReasons and getTEventExtensions of a DnEvent are now correct. (ER# 257352253)


The workbin notifications are now re-registered after an Interaction Server failover. Previously, if the connection to Interaction Server was lost, the subscription to workbin events was not restored upon reconnect. (ER# 256709067)


On the A4400 switch, sending DTMF when in conference is now possible. (ER# 256935251)


The getTEventExtensions of DnEvent now returns the correct values and is empty when the TEvent does not have any extensions. (ER# 257550600)


The underlying Configuration library now correctly handles a role update. Previously, a role update was incorrectly handled and caused the Configuration Server connection to shut down unexpectedly. (ER# 265870116)


AIL now dynamically deletes action subcodes. (ER# 260001063)


The InteractionMultimediaSummary.getSender() method now returns the from e-mail address for email interactions. (ER# 261017579)


AIL now provides the mailbox parameter for incoming e-mails. The corresponding e-mail address is also provided through the AilFactory.getIncomingAddress(mailbox) method. (ER# 262308591)


AIL no longer sends the same event several times when more than one WorkbinListeners is added to the same workbin. Previously, multiple notifications were occurring on workbin related events. (ER# 265688871)


The listener object, which is passed to addDnFunctionListener and then passed to removeDnFunctionListener, is now released and can be garbage-collected. Previously, it was not released and caused both OutOfMemoryError and performance issues. (ER# 264867481)


AIL now correctly sends a DnEvent with the reason STATUS_CHANGED when the agent is getting ready. (ER# 257274979)


AIL is now able to connect to Interaction Server Proxy. Previously, a NullPointerException occurred and the connection failed. (ER# 258480078)


AIL no longer experiences a queue delay when processing requests. (ER# 261756350)


When creating a new interaction after having changed the active record of a chain, the interaction attached data are now copied from the new active record. (ER# 264034603)


AIL no longer reloads cached objects multiple times on a Configuration Server reconnection with RestoreSessionFailed. Previously, the multiple reloading of cached objects was overloading the Configuration Server. (ER# 267440224, 267894464)


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Release Number 7.6.315.02 [02/07/11] – Hot Fix

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

The operating systems supported by this release are listed in the Contents, above.

New in This Release

This is a hot fix for this product. There are no new features or functionality with this release of Agent Interaction (Java API).

Corrections and Modifications

This release also includes the following correction and modification:


The Agent.getPlace() method now returns the place when the agent is only logged into multimedia by another application. Previously in this scenario, the getPlace() method returned a null value.

Note: This correction includes complex scenarios where the getPlace() method is called several times, with multimedia logins and logouts.

(ER# 257036021)


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Release Number 7.6.315.00 [07/08/10] – General

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

The operating systems supported by this release are listed in the Contents, above.

New in This Release

There are no restrictions for this release. This release contains the following new features or functionality.

Corrections and Modifications

This release includes the following new corrections or modifications.


AIL now merges contacts correctly. Previously, AIL might have thrown an InvalidParameterException during a merge operation. (ER# 244024246)


The InteractionChat.getParties() method now correctly returns the parties' state. Previously, this method might have reported some parties as not connected instead of connected. (ER# 252929281)


AIL now correctly returns a string for attached data that is formatted like dates. Previously, AIL might have returned a Date object. (ER# 250402602)


When replying to an e-mail, AIL now correctly sets the interaction subtype to OutboundReply. Previously, AIL might have set the interaction subtype to OutboundNew which affected statistics related to e-mail. (ER# 254880553)


The new MonitorEventAgentStatus.AgentStatus.OffHook status is available to better reflect the StatServer status when an agent changes from MonitorEventAgentStatus.AgentStatus.NotReady to MonitorEventAgentStatus.AgentStatus.Ready. Previously, this status was not available. (ER# 251826791)


In a scenario where an agent processes two records linked to the same chain, he or she can set different custom fields for each record. Previously, updating the custom fields of one record could have modified the custom fields of the other chained records. (ER# 249769509)


AIL now only relies on the ObjectDeleted, ObjectCreated, and ObjectModified events sent by Configuration Server. It no longer reloads the cache when receiving the "Some permissions have changed" event from Configuration Server. (ER# 251992211)


The PlaceEventOutboundChainInfo.getSource() or PlaceEventOutboundChainInfo.getPlace() methods now return correct results. Previously, these methods could have caused a StackOverflowError exception. (ER# 251009346)


AIL now correctly handles the Place on the Rockwell Spectrum T-Server. Previously, the Agent.getPlace() method returned a null value. (ER# 250376514)


Previously, some recursive calls might fail to complete a conference or a transfer. (ER# 249707291)


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Release Number 7.6.309.00 [04/09/10] – General

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

The operating systems supported by this release are listed in the Contents, above.

New in This Release

There are no restrictions for this release. This release contains the following new features or functionality.

Corrections and Modifications

This release includes the following new corrections or modifications.


AIL correctly notifies the creation of outbound chains by sending a PlaceEventOutboundChainInfo with the reason Created. Previously, the reason was Updated instead of Created. (ER# 229724501)


Now, during an outbound campaign, your application can mark a customer as DoNotCall using the CustomerId field. Previously, this was only possible with his PhoneNumber. (ER# 245642436)


The InteractionVoice.setAttachedData(Map) method now correctly sets the attached data of the voice interactions. Previously, the method added the data, but failed to remove anterior values. (ER# 247549001)


If your application registers several MonitorListener instances on the same Agent instance, AIL properly sends notifications to all of the registered listeners. Previously, only the first registered listener was notified. (ER# 244457630)


AIL no longer reports a DN in status 'busy' if no interaction is pending. Previously, this situation might have sometimes occurred. (ER# 244755526)


If the Interaction Server is busy or somehow blocked, AIL can now properly log in an agent. Previously, any further multimedia login attempt failed. (ER# 233237111)


The value for the <$ Interaction.DateCreated $> key in the StandardResponse interface is now formatted with the yyyy-MM-dd'T'HH:mm:ss.SSS'Z' format in the Local Timezone. Previously, the tag was not correctly taken into account. (ER# 245604611)


If your application calls the InteractionChat.conferenceAgent() method during a chat session, AIL sends a new ChatEvent in TALKING status, which includes:

(ER# 231234582)


Now, the InteractionVoice.retrieve() method works correctly for the Siemens Hicom300 Switch. In previous versions, AIL was sending an internal error message due to invalid current_conn_id field. (ER# 238652483)


Now, the list of possible actions on outbound interactions is correct for scenarios involving preview mode. (ER# 230860483)


When the ESJ is configured with multiple e-mail addresses serving multiple mailboxes, AIL uses the mailbox information to fill in the From field of the e-mail replies. In previous versions, the From field of the reply e-mail interaction was filled on a random basis and could be wrong. (ER# 236957479)


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Release Number 7.6.222.00 [10/23/09] – Hot Fix

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

The operating systems supported by this release are listed in the Contents, above.

New in This Release

This is a hot fix release for this product. This release contains no new features or functionality.

Corrections and Modifications

This release includes the following new corrections or modifications.


AIL no longer experiences any deadlock. Previously, there was a possibility of a deadlock occurring when one thread was doing a markDone process (which occurs automatically when a consult call is released), and another thread was iterating over the DN interactions for log purposes. (ER# 237519068)


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Release Number 7.6.218.00 [06/29/09] – Hot Fix

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

The operating systems supported by this release are listed in the Contents, above.

New in This Release

This is a hot fix release for this product. This release contains no new features or functionality.

Corrections and Modifications

This release includes the following new corrections or modifications.


AIL no longer encounters threading issues with JDK 5 and Tomcat. Previously in that configuration, threading issues could make AIL non-responsive for a few minutes, with a 100% CPU load. (ER# 227658035)


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Release Number 7.6.216.00 [06/08/09] – General

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

The operating systems supported by this release are listed in the Contents, above.

New in This Release

This is a general release for this product. This release contains no new features or functionality.

Corrections and Modifications

This release includes the following new corrections or modifications.


If a primary/backup switchover occurs on the Cisco Call Manager T-Server, AIL now updates the DN statuses on PrimaryChanged events by sending a status query. Previously the DNs used to stay in OutOfService status. (ER# 211704261)


If a TelephonyTimeoutException exception occurs in the Finalizer thread, the garbage-collector no longer slows down and your application is no longer likely to receive an OutOfMemoryError exception. Previously, in this scenario, an OutOfMemoryError exception was generated when a TelephonyTimeoutException slowed down the garbage collector. (ER# 221701663)


AIL now correctly reports the possibility to release a voice interaction in RINGING status on the SIP Server. (ER# 220961770)


AIL no longer throws a RequestFailedException exception when your application tries to mark done an inbound e-mail which is already marked done. (ER# 219879568)


AIL now handles properly the results of outbound calls. Previously, AIL did not integrate some of the new outbound call results added in 7.6. (ER# 217109178)


AIL no longer encounters threading issues that could result in sending inconsistent PlaceEventOutboundChainInfo events. Previously, AIL might sometimes distribute an outbound chain with a null active record. (ER# 218891599)


Now, even if a desynchronization occurs between the IS and UCS attached data of a collaborative invitation, your application can still modify them. Previously in that scenario, calling the InteractionInvitationIn.setAttachedData() method set the interaction's collaboration status to UNKNOWN. (ER# 219564401)


AIL no longer overwrites the notepad with inaccurate text values when a phone call is transferred back to the original agent. Previously in that scenario, AIL retrieved the original database record and overwrote the notepad with deprecated content. (ER# 226681741)


AIL now uses OrderedMap instances to store the custom fields. Previously, AIL was using HashMap instances, which do not preserve the order of custom fields. (ER# 225370971)


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Release Number 7.6.212.00 [03/20/09] – Hot Fix

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

The operating systems supported by this release are listed in the Contents, above.

New in This Release

This is a hot fix release for this product. This release contains the following new features or functionality.

Corrections and Modifications

This release includes no new corrections or modifications.

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Release Number 7.6.210.00 [02/20/09] – General

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

The operating systems supported by this release are listed in the Contents, above.

New in This Release

There are no restrictions for this release. This section describes new features for this 7.6.210.00 release of the Agent Interaction (Java API).

Corrections and Modifications

This release includes the following corrections and modifications:


When parsing a chat transcript, AIL no longer throws a SAXParseException for the string character which has the &#25; ISO code (&#x19; in hexadecimal). (ER# 211828551)


Now, AIL correctly saves an interaction's notepad text into the UCS database. Previously, when the DN status changed from OUT OF SERVICE to READY, some interactions' notepads were not saved to the UCS database after being marked done. (ER# 208646101)


If your application calls the AilLoader.getAilFactory() method, and if the connection to the Configuration Server breaks during initialization, AIL throws a ServiceException (Config: Connection Failed) error message, and returns null immediately. Previously, due to timeout issues, AIL did not return null immediately, potentially leading to duplicate initialization attempts which failed with the server with this name already running security violation. (ER# 182714031)


AIL no longer overrides the Timeshift and StartDate fields of chat interactions. Previously, Chat Server would initially set values for these fields, but when the agent received the interaction, AIL updated them with the agent's values. (ER# 210257826, 211380775)


If your application marks a voice interaction as done and saves it to the UCS database, AIL properly saves the phone number of the voice interaction. Previously, AIL cleared the phone number when saving the interaction. (ER# 208621607)


When working with the A4400 T-Server, AIL no longer raises NullPointerException errors due to a toString() method call which failed. Previously, this situation sometimes occurred. (ER# 212041703)


If a switchover occurs, AIL correctly updates the DN statuses for each reconnected DN. Previously, DNs sometimes stayed in OutOfService status. (ER# 211704261)


Multi-threaded applications can always add and remove monitor listeners to a Monitor instance concurrently. Previously in this scenario, your application would sometimes get a ConcurrentModificationException exception. (ER# 212538721)


Now, voice interactions are unregistered from the Dn instance if the switch disconnects. Previously, voice interactions could still be pending after the switch disconnection. (ER# 215626906)


Now, if a stand-alone AIL-based application calls the AilFactory.killfactory() method, the application terminates. Previously in this scenario, applications did not always terminate and the JVM continued to run, due to soft maps that were not garbage-collected. (ER# 217873056)


The size of the internal message queue is now set to a value that supports high-load situations, such as an Interaction Server failover. Previously, the default size for this queue could too easily be reached and result in stopping event processing in AIL. (ER# 214128627)


Now, if AIL experiences delayed UCS responses, it does not, in turn, delay its telephony events. Previously, if UCS responses were delayed at the agent desktop for some agents, AIL caused delays in the delivery of telephony events for all agents. (ER# 214050441)


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Release Number 7.6.127.00 [01/23/09] – Hot Fix

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

The operating systems supported by this release are listed in the Contents, above.

New in This Release

This is a hot fix release for this product. This release contains no new features or functionality.

Corrections and Modifications

This release includes the following corrections and modifications:


Statistical references of the Agent instances for agents who are not logged in are now garbage-collected. In previous versions, they were not, and as a result, some applications could face memory leaks. (ER# 214996734)


Now, the Agent Interaction Layer synchronizes attached data and removed attached data maps of the InteractionVoice and RoutingInteraction interfaces. Previously, if the agent application removed a big set of attached data, this could lead to a ConcurrentModificationException exception. (ER# 216459282)


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Release Number 7.6.122.00 [11/21/08] – Hot Fix

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

The operating systems supported by this release are listed in the Contents, above.

New in This Release

This is a hot fix release for this product. This release contains no new features or functionality.

Corrections and Modifications

This release includes the following corrections and modifications:


Unused Agent, Place, Dn instances are now garbage-collected. In previous versions, they were not, and as a result, some applications could face memory leaks. (ER# 212588820)


Now, for scheduled outbound calls, your application always gets a PlaceEventOutboundChainInfo event prior to a DnUserEvent event. Previously, the PlaceEventOutboundChainInfoe event was missing. (ER# 211957769)


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Release Number 7.6.116.00 [09/18/08] – General

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

The operating systems supported by this release are listed in the Contents, above.

New in This Release

There are no restrictions for this release. This section describes the new features for this 7.6.116.00 release of Agent Interaction (Java API).

Corrections and Modifications

This release also includes the following corrections and modifications:


The method OutboundRecord.setCustomField(key,value) now correctly updates the attached data of the interaction which processes the outbound record. (ER# 169154331)


The Agent Interaction Layer now behaves as it did in 7.5 versions when an agent takes the phone off hook after the party (an internal agent or an external inbound customer) hangs up: it generates an InteractionEvent with status IDLE and event reason Abandoned. Previously, in 7.6 versions, the Agent Interaction Layer generated an InteractionEvent with status IDLE and event reason Released. (ER# 190287108)


AIL no longer throws an exception when interacting with Cisco Call Manager if you set the enable-attached-data-for-transfer option to true in the Options tab of the voice section of your AIL application template in the Configuration Layer. Previously, in this configuration, calling the InteractionVoice.initiateTransfer() or the InteractionVoice.initiateConference() method generated a NullPointerException.  (ER# 186191276)


The Agent Interaction Layer now correctly receives and processes messages when a switch disconnects. Previously, a switch disconnection could generate a burst of events and resulted in losing some messages.  (ER# 190735051)


The Agent Interaction Layer now properly identifies the parties of a call after a customer hangs up in a conference. Previously in this scenario, if the agent held and retrieved the call after the customer left the conference, the customer would still be noted as a party. (ER# 195227831)


Now when you call the InteractionMailIn.reply() method to create an outgoing e-mail, the AIL sets up internally the ReferenceId field with the ExternalId of the parent e-mail. This ensures that the ESJ fills in the In-Reply-To field in the e-mail's header when your application sends the e-mail. Previously, the internal ReferenceId was missing and the E-Mail Server Java did not fill the In-Reply-To field in the reply's header. (ER# 190716324)


Now, if a stand-alone AIL-based application calls the AilFactory.killfactory() method, the application terminates. Previously in this scenario, applications did not always terminate and the JVM continued to run. (ER# 165956920)


Now, the dn.unactivate() method correctly unregisters the DN on the Cisco Call Manager switch. Previously, if you released a call, deactivated and then reactivated the DN, its status was BUSY_LOGGED_OUT instead of LOGGED_OUT. (ER# 193691599)


The OutboundChainEvent event no longer occurs just once, at the first interaction received, for a given record. Your application gets another OutboundChainEvent if:

(ER# 195889074)


The mute feature is now available when your AIL-based application deals with SIP server. Previously, your application could not mute the call between two agents with the SIP Server. (ER# 199763801)


Consultation calls for transfers performed with the Alcatel 4400 switch are now automatically marked as done. (ER# 201295230)


In substitute mode with the Alcatel 4400 switch, if specified, the workmode is now always provided in DnEvents. (ER# 201356311)


For users with the Cisco Call Manager switch, the InteractionVoice.getContactId() method now properly returns the contact ID of outgoing phone calls. Previously, in some scenarios, this method might have returned null. (ER# 199002011)


If the voice DN used by an agent is already in LOGGED_IN status before the agent submits login credentials, Agent Interaction Layer now correctly exposes the Outbound campaign list to the agent through OutboundCampaignEvents. (ER# 186385011)


Multi-threaded applications can always add listeners to a place concurrently. Previously in this scenario, your application would sometimes get a ConcurrentModificationException exception. (ER# 193519691)


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Release Number 7.6.011.03 [04/30/08] – Hot Fix

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

The operating systems supported by this release are listed in the Contents, above.

New in This Release

This is a hot fix release for this product. This release contains no new features or functionality.

Corrections and Modifications

This release also includes the following corrections and modifications:


With this release, AIL always sets an agent's status to Not Ready when the agent marks an outbound record as processed after releasing the outbound call. Previously, if the agent dialed the call for a new outbound record with his or her handset (instead of AIL-based application), the status became Busy Not Ready (instead of Not Ready) when marking the record as processed. (ER# 184605999)


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Release Number 7.6.011.02 [04/04/08] – Hot Fix

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

The operating systems supported by this release are listed in the Contents, above.

New in This Release

This is a hot fix release for this product. This release contains no new features or functionality.

Corrections and Modifications

This release also includes the following corrections and modifications:


Now, AIL correctly propagates the RoutingInteractionEvent.Extensions data. This was not the case since 7.5 versions. (ER# 181370208)


AIL now correctly handles T-Servers deployed in Hot Standby. Previously, if the backup T-Server was restarted, AIL might have registered DNs before getting an EventLinkConnected message. This behavior could result in incorrect registration, leading to some agents being out of service at the next switchover. (ER# 180329800)


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Release Number 7.6.011.00 [02/29/08] – General

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

The operating systems supported by this release are listed in the Contents, above.

New in This Release

There are no restrictions for this release. This section describes new features that were introduced in the initial 7.6 release of Agent Interaction (Java API).

Corrections and Modifications

This release includes the following corrections and modifications that were made between Release 7.5 or earlier releases and the initial 7.6 release:


The AilFactory.getAgentSummaries() returns the Agents of both the AIL and the Environment tenants. Previously, this method returned only the Agents of the AIL tenant.

Note: the AgentConfigView.getPersonSummaries() method correctly returns only the Persons of the AIL tenant.

(ER# 169148001)


By default, AIL no longer displays traces for the UCS API. To display the logs of the UCS API, first edit your AIL Application template in Configuration Manager, then in the Options tab, select the log section and create a AIL.UCSapi option with its value set to DEBUG. Previously, AIL always displayed UCS API logs, even if the AIL.UCSapi value was WARN. (ER# 173951753)


If an agent performs a mute transfer to a routing point, and if the voice interaction comes back to the agent in RINGING status, AIL no longer considers this interaction as marked done. (ER# 160353138)


The CustomAttachedData interface includes the new getDefaultValue() method to retrieve the default value of a custom attached data, or null if no default value is defined. (ER# 135367161)


Now, if a consultation call is not in DIALING or TALKING status, AIL correctly returns false when calling the isPossible(COMPLETE_TRANSFER) or isPossible(COMPLETE_CONFERENCE) methods on the Nortel Communication Server 1000 switch. Previously on this switch, it returned true for these actions after the application had requested to alternate the call. (ER# 132269916)


For Cisco Call Manager and Nortel Meridian switches: AIL correctly no longer allows you to complete a transfer or conference to a destination that is busy. (ER# 168991286)


When properly shutdown, AIL no longer leaves certain threads running. Previously, in certain cases, a seeming correct logout or shutdown, for instance, might result in threads continuing to run, and cause the raising of an exception on the next login. (ER#s 166877256, 138102744)


If an Outbound Contact Server failover occurs while an AIL-based application is handling a preview interaction, AIL no longer loses the GSW_APPLICATION_ID of the backup server to update records. Previously, after the failover, AIL kept on updating outbound information with the primary server ID instead of the backup server ID. (ER# 172346791)


For the Aspect switch only: AIL now allows you to send dtmf for internal calls if the trunk is present. Previously in this case, the isPossible(SEND_DTMF) method for the InteractionVoice object returned false for outbound calls on the Aspect ACD. (ER# 164911851)


Retrieving a list of agents from a group of agents by using the com.genesyslab.ail.AgentGroup.getAgentIds() now returns the correct data. Previously, this action raised the java.lang.UnsupportedOperationException. (ER# 166781095)


AIL-based applications running as web applications out of a web container now shut down correctly, and do not require restarting the entire web container. Previously in this situation, you had to restart the web container (Tomcat or WebLogic, for instance) to fully shut down AIL. (ER# 160919215)


AIL now correctly takes into account the default log file name set with AilLoader.setDefaultLogFileName(DefaultLogFileName). Previously, it incorrectly substituted the log file path (DefaultLogFilePath). (ER# 167494889)


The Place.getInteractions() method now correctly returns the interactions of the place. Previously, this method did not always return the correct map that contained an interaction in RINGING status, because two concurrent events, EventAttachedDataChanged and EventRinging, occurred simultaneously. (ER# 119736294)


A new AIL method, RoutingInteractionEvent.getAttachedData(), provides all an interaction's attached data at the time the RoutingInteractionEvent is created. This preserves the attached data during routing. Previously, attached data could sometimes be lost during routing. (ER# 154274372)


When an agent adds a multimedia place, AIL now explicitly sets the media status for that place correctly to LOGGED_OUT. Previously, the status could incorrectly be set to OUT_OF_SERVICE. (ER# 124174753)


For the Alcatel 4400: AIL now allows you to use DNs to place internal calls on hold. Previously, isPossible(InteractionVoice.Action.HOLD) was always false for internal calls. (The success of the hold attempt will depend on the DN configuration in the switch.)(ER# 161846623)


AIL has a new getName method that returns a String value from the EnumValue interface such that getName = getId. Previously, it was not always possible to get this unique ID. (ER# 135367145)


Related to the T-Server for the Alcatel 4400: Upon T-Server failover, AIL now correctly registers again for DNs. Previously, AIL did not correctly handle agent status in all cases because events for DNs sometimes arrived prior to EventLinkConnected from the new primary T-Server. (ER# 163888694)


Now, the isPossible(COMPLETE_TRANSFER) method correctly returns true and AIL completes the transfer for interactions that went through multiple transfers with a T-Server whose consult-user-data option is set to joint. Previously in this case, the isPossible(COMPLETE_TRANSFER) method returned false and the completeTransfer() operation threw an exception. (ER# 165147481)


AIL now provides appropriate (descriptive) error messaging in the event that the Configuration Layer does not have the Person object requested by your application. Previously, AIL would raise a java.util.NoSuchElementException in logs for getPerson() if it was called with an invalid username. (ER# 159877415)


The ActionCodeManager.getActionCodes() method can now retrieve new or modified action codes from the Configuration Layer without restarting AIL. Previously, any time you added or modified these codes, you had to restart your AIL application prior to retrieving them. (ER# 139939624)


AIL now correctly filters attached data from outbound records. Previously, fields in addition to those defined by the user were visible (including some internal information about things like campaign group and calling lists). (ER#s 122003868, 81390843)


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Known Issues and Recommendations

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


A new interaction is not created upon receiving RequestCallbackPreview from the VCB server. (ER# 316774811)

Found In: 7.6.414.00 Fixed In:  7.6.518.00

The multimedia/logout-on-last-media option is missing from the Interaction SDK 7.6 Java Deployment Guide. When set to true, the place is automatically logged out of the Interaction Server when the last media is logged out. Otherwise, it is possible to remain logged-in from an Interaction Server point of view, without any media. The default value is false. (ER# 303196731)

Found In: 7.6.414.00 Fixed In:  7.6.518.00

The description of the InteractionVoice.isConferenceOwner() method is incorrect in the Agent Interaction SDK 7.6 Java API Reference. The method only returns the Boolean.TRUE or Boolean.FALSE values, even if the interaction is a non-conference inbound call. To test if the interaction is a non-conference inbound call, use the deprecated InteractionVoice.getConferenceOwner() method; if it returns a null result, the interaction is not part of a conference. (ER# 325274092, ISDK-5429)

Found In: 7.6.351.00 Fixed In: 

Because of a change in the 8.1 T-Servers' protocol, AIL no longer correctly reports to the supervisor party in scenarios that include transfer or conference. (ER# 324359506)

Found In: 7.6.351.00 Fixed In: 

The voice/reg-delay option is missing from the Interaction SDK 7.6 Java Deployment Guide. This option specifies the length of time, in seconds, for a delay between the PrimaryChanged event and the QueryStatus requests. The default value is 3 seconds. (ER# 283671054)

Found In: 7.6.338.00 Fixed In: 

Figure 16, "Voice State Diagram," on p.63 of the Agent Interaction SDK 7.6 Java Developer's Guide represents the voice-state transition from an agent perspective. With respect to other roles for your custom application, that diagram is intended as a generalized example only. Both state transitions and EventReasons are switch specific. Refer to the T-Server Deployment Guide for your environment, and the Agent Interaction SDK 7.5 Java API Reference for the full lists of reference material relating to the Agent Interaction (Java API). (ER# 137139883)


By design, AIL cannot handle changes to names of place objects in the Configuration Layer . To accommodate a place name change, you should restart your AIL-based application.


In a scenario which involves the Rockwell Spectrum T-Server, the InteractionVoice.getcallablenumber() method returns an invalid result. (ER# 255299569)

Found In: 7.6.315.00 Fixed In: 

AIL does not provide HTML formatting for signatures. If a signature with multiple lines is inserted into the body of an HTML standard response, the carriage return code is lost resulting in an inline signature. (ER# 250623161)

Found In: 7.6.315.00 Fixed In:  7.6.331.00

The OutboundRecord.clone() method does not copy the following fields: "timezone", "daily from", and "daily till". (ER# 254014985)

Found In: 7.6.309.00 Fixed In: 

Dynamic log options do not always refresh. Your application might have to restart to take account of some changes. (ER# 250914881)

Found In: 7.6.309.00 Fixed In: 

For some particular switch like the Rockwell Spectrum, the StateDNStatus statistic event may provide the AgentId instead of the DN identifier in the DN attribute. This is documented in the javadoc of the MonitorEventMediaStatus interface. (ER# 250046301)

Found In: 7.6.309.00 Fixed In: 

On switches Alcatel 4400 in substitute mode, agents already on call might experiment difficulties to login. (ER# 242502401)

Found In: 7.6.225.00 Fixed In: 

Sometimes, if your application transfers a chat interaction, this chat interaction might come back to your application. In that case, the InteractionChat.getEvents() returns a wrong set of events. (ER# 233344852)

Found In: 7.6.218.00 Fixed In: 

Single step transfers will fail if you set the enable-attached-cata-for-transfer option to false in the Options tab of the voice section of your AIL application template in the Configuration Layer. (ER# 227095904)

Found In: 7.6.216.00 Fixed In:  7.6.331.00

The InteractionVoice interface does not support the Four-party conference. (ER# 216946599)

Found In: 7.6.210.00 Fixed In:  7.6.414.00

AIL does not support yet the HotDesk feature of the HiPath switch. (ER# 245238667)

Found In: 7.6.210.00 Fixed In:  7.6.331.00

If the Agent Interaction Layer connects to a backup instance of the Interaction Server, there is no ADDP tracing on the Interaction Server's side. (ER# 217167701)

Found In: 7.6.210.00 Fixed In: 

If the Stat Server crashes and restarts, the Agent Interaction Layer throws a RequestFailedException error for each monitored agent. (ER# 217818462)

Found In: 7.6.210.00 Fixed In: 7.6.212.00

If your application puts a chat interaction into a workbin, the Agent Interaction Layer sends a USER_JOINED chat event instead of a USER_LEFT chat event. (ER# 201517035)

Found In: 7.6.116.00 Fixed In: 7.6.309.00

The Agent Interaction Layer may throw an OutOfMemoryError exception on calls to the AilLoader.killFactory() method. (ER# 206602403)

Found In: 7.6.116.00 Fixed In: 7.6.216.00

If your application requests the content binary mime type of an e-mail interaction, the Agent Interaction Layer loads the attached data before it returns the string result. As a consequence, if the e-mail interaction contains a big set of attached data, the Agent Interaction Layer returns a few seconds later instead of returning instantaneously. (ER# 191640691)

Found In: 7.6.116.00 Fixed In: 7.6.309.00

Special non-ASCII characters get corrupted if they are sent with SIP instant messages before the agent joins or gets a consultation call for a SIP instant messaging session. (ER# 206778369)

Found In: 7.6.116.00 Fixed In: 7.6.210.00

If the Stat Server does not know an agent, it is not possible for this agent to log into a place. (ER# 199164702)

Found In: 7.6.011.05 Fixed In: 7.6.210.00

The Interaction SDK Java Deployment Guide is missing the Switch-Specific Place Configuration table. This table can be found in the the Interaction SDK Java Deployment Guide. (ER# 222266484)

Found In: 7.6.011.00 Fixed In: 7.6.309.00

To run BEA WebLogic 8.1 SP6 on Solaris 10 with Sun JRE version 1.4.2_11, set one of the following Java System Properties:


You can perform this change in the WebLogic administration console. For instance, in the Remote Start tab, add
-Djava.nio.channels.spi.SelectorProvider=sun.nio.ch.PollSelectorProvider to the Arguments field. (ER #161166741)

Found In: 7.6.011.00 Fixed In: 

In a multi-charset environment, you cannot use the e-mail subject provided by the Interaction Server. The information is not Unicode compliant and generates a bad display of the characters. (ER# 169298432)

Found In: 7.6.011.00 Fixed In: 7.6.116.00

The Interaction SDK does not support concurrent installations of the SDK versions on a given host. If you already installed a 7.2 or a 7.5 SDK on your host, you cannot install the 7.6 version. (ER #145141026)

Found In: 7.6.011.00 Fixed In: 7.6.309.00

When you use the search API, you cannot build a request that uses the OR operator to search for two values of the same attribute (for instance, attribute = value1 OR attribute = value2). To search for different values of the same attribute, you must create two request, one for each value, them merge the result by yourself. (ER #140298795)

Found In: 7.6.011.00 Fixed In: 

Standalone applications that call the AilFactory.killFactory() method do not always exit as expected and the JVM may be still running. When it happens, the application must be killed manually. (ER 165956920)

Found In: 7.6.011.00 Fixed In: 7.6.116.00

When dealing with the Alcatel 4400 switch, your application might sometimes get a com.genesyslab.platform.commons.protocol.MissingAttributeException exception through an EventError event. (ER# 179645912)

Found In: 7.6.000.02 Fixed In: 7.6.210.00

When dealing with SIP Server, AIL cannot alternate calls if more than one call is held. (ER# 200241167)

Found In: 7.5.005.03 Fixed In: 7.6.116.00

When AIL is running on Solaris in a WebSphere 6.1 container, searching in interactions' history and collecting HistoryItems might lead to memory leaks. (ER# 198955297)

Found In: 7.5.043.00 Fixed In: 7.6.116.00

During a conference with the Cisco Call Manager Switch, when your application gets an InteractionEvent event with the INFO_CHANGED reason, the InteractionVoice.getParties() method might not return the complete list of parties for one of them. (ER# 174109231)

Found In: 7.5.043.00 Fixed In: 7.6.116.00

The Agent Interaction Java API does not implement the InteractionOpenMediaSummary interface. As a result, you cannot cast a class to this interface or use it for an instanceof test. Use the InteractionMultimediaSummary interface instead. (ER# 174103444)

Found In: 7.5.043.00 Fixed In: 7.6.116.00

With 7.5.x releases of AIL, when saving an interaction, it sends a new interaction event with the reason INFO_CHANGED, in addition to the interaction event with the reason CONTACT_CHANGED. In 7.2.x releases in this case, AIL sent only the interaction event with the reason CONTACT_CHANGED. (ER #136691859)

Found In: 7.5.026.00 Fixed In: 7.6.011.00

With 7.5.x releases of AIL, when deleting an e-mail interaction, it sends an IDLE interaction event with reason DELETED. In 7.2.x releases in this case, AIL sent an IDLE interaction event with reason RELEASED. (ER #137222821)

Found In: 7.5.026.00 Fixed In: 7.6.011.00

The Dn.releaseDn() method fails to release interactions. Instead, call the Dn.releaseInteraction() method.

Found In: 7.5.026.00 Fixed In: 

After releasing a chat interaction, AIL does not send an interaction event with status IDLE and reason Released. (ER# 140300581)

Found In: 7.5.026.00 Fixed In: 7.6.011.00

After login, AIL incorrectly allows agents subsequently created in a second Tenant to be visible in the Tenant where AIL has logged in. (ER# 122831331)

Found In: 7.5.026.00 Fixed In: 7.6.011.00

AgentConfigView.getAbstractDnSummaries(switch.Name, type) returns all DNs of all switches, instead of only the DNs for the switch referred to by the switch.Name parameter. If you use a route point for that parameter, AIL returns all route points. If you use a queue for that parameter, the function returns an exception. (ER# 121995861)

Found In: 7.5.026.00 Fixed In: 7.6.011.00

Upon reconnection to a switch (after the link has been disconnected), AIL incorrectly reports to applications built with AIL that logged-in agents are logged out. (ER# 118515611)

Found In: 7.5.026.00 Fixed In: 7.6.011.00

For some switches, AIL may incorrectly display transfer reasons. (ER# 118646414)

Found In: 7.5.026.00 Fixed In: 7.6.011.00

In the 7.5 AIL application template, section dn-at-switch, the enabled option is set to true by default. For the 7.2 versions, the enabled option was set to false by default. This change may impact code portions using DN IDs. If you are not changing your 7.2 code for use with a 7.5 AIL template, Genesys recommends that you set this option to false.

Found In: 7.5.022.03 Fixed In: 

If you create a workbin while your AIL-based application is running, that workbin is not returned with getWorkbins() until after you restart your application. (ER# 122976649)

Found In: 7.5.022.03 Fixed In: 7.6.011.00

In a very specific situation, a supervisor who is monitoring an agent's chat session may be abruptly disconnected. This occurs when a supervisor has initially declined to monitor a chat session, the chat session stops and then starts again, and only then does the supervisor choose to monitor it. After a timeout of just over a minute, the supervisor may be dropped from the monitoring. (ER# 111494058)

Found In: 7.5.022.03 Fixed In: 7.6.011.00

A new queue created in Interaction Workflow Designer, and intended to be available for agents from their desktops for routing, does not appear available for those agents who are already logged in at the time the queue is created and introduced into the workflow. (ER# 111905622)

Found In: 7.5.022.03 Fixed In: 7.6.011.00

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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. For more information on discontinued support for operating environments and databases, see Discontinued Support in the Genesys Supported Operating Environment Reference Guide.


The following operating systems are no longer supported:

Discontinued As Of: 7.6.609.00

The following operating systems are no longer supported:

Discontinued As Of: 7.6.518.00

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Internationalization

Information in this section is included for international customers.


There are no internationalization issues for this product.


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Additional Information

Additional information on Genesys Telecommunications Laboratories, Inc. is available on our Customer Care website. The following documentation also contains information about this software. Please consult the Deployment Guide first.

Product documentation is provided on the Customer Care website, the Genesys Documentation website, and the Documentation Library DVD (produced monthly).

Note: For the DVD, the New Documents on this DVD page indicates the production date for that disc. Due to disc production schedules, documentation on the Genesys Documentation website may be more up-to-date than what is available on disc immediately after a product is released or updated. To determine the version of a document, check the version number that is located on the second page in PDFs or on the About This File topic in Help files.

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