Release Note

CCPulse+

7.5.x

Genesys Telecommunications Laboratories, Inc. 2007–2009

Contents

Introduction

Release Number AIX HP-UX Linux Solaris Tru64 UNIX Windows
7.5.100.21 [11/30/09] – Hot Fix           X
7.5.100.18 [02/09/09] – Hot Fix           X
7.5.100.15 [01/28/09] – Hot Fix           X
7.5.100.11 [12/11/08] – General           X
7.5.100.10 [08/08/08] – Hot Fix           X
7.5.100.09 [07/30/08] – General           X
7.5.001.06 [03/05/08] – General           X
7.5.001.05 [01/18/08] – Hot Fix           X
7.5.001.04 [12/21/07] – General           X
7.5.000.12 [09/14/07] – Hot Fix           X
7.5.000.11 [09/07/07] – Hot Fix           X
7.5.000.10 [07/13/07] – General           X
7.5.000.09 [04/20/07] – Hot Fix           X
7.5.000.07 [04/17/07] – Hot Fix           X
7.5.000.06 [03/15/07] – General           X

Link to 7.2 Product Release Note (Cumulative)
Known Issues and Recommendations
Discontinued Support
Internationalization
Additional Information


Introduction

This release note applies to all 7.5 releases of CCPulse+.

Note: Genesys follows applicable third party redistribution policies to the extent that Genesys solutions utilize functionality of commercial or non-commercial third parties.


Release Number 7.5.100.21 [11/30/09] – 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 section, above.

New in This Release

This is a hot fix for CCPulse+. This release does not contain new features or functionality.

Corrections and Modifications

This release includes the following corrections and modifications:


CCPulse+ now returns a correct value for the state predefined object when a state-based formula is recalculated. Previously, when a formula used the state object, and when either the use of the Peek function or arrival of certain statistics (such as TotalLoginTime) caused the formula recalculation, CCPulse+ sometimes did not populate data for the state object. In this case, CCPulse+ displayed a wrong value for the formula. (ER# 163074977, 211245684)


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Release Number 7.5.100.18 [02/09/09] – 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 section, above.

New in This Release

This is a hot fix for CCPulse+. This release does not contain new features or functionality.

Corrections and Modifications

This release includes the following corrections and modifications:


CCPulse+ now correctly returns the value for the AgentState object within a formula when another calculated field exists in the same view. Previously, CCPulse+ would return a value of undefined for the second calculated field in a view. (ER# 212893123)


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Release Number 7.5.100.15 [01/28/09] – 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 section, above.

New in This Release

This is a hot fix for CCPulse+. This release does not contain new features or functionality.

Corrections and Modifications

This release includes the following corrections and modifications:


CCPulse+ now displays the correct number of intervals in historical reports when the Last N Intervals parameter with aggregation (hours, days, weeks, months, quarters, or years) is selected. The behavior of the Last N Intervals parameter with no aggregation has also been corrected in this release of CCPulse+. (ER# 216325153)


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Release Number 7.5.100.11 [12/11/08] – 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 section, above.

New in This Release

There are no restrictions for this release. This release does not contain new features or functionality.

Corrections and Modifications

This release includes the following corrections and modifications:


The CCPulse+ splash screen now correctly displays the 20022008 copyright date. (ER# 197814881)


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Release Number 7.5.100.10 [08/08/08] – 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 section, above.

New in This Release

This is a hot fix for CCPulse+. This release does not contain new features or functionality.

Corrections and Modifications

This release includes the following corrections and modifications:


CCPulse+ now correctly displays only those agents who are current members of a virtual agent group (VAG) in the VAG Membership view. In previous releases, CCPulse+ might incorrectly display an agent in a VAG Membership view who was not a current member of the virtual agent group. This sometimes occurred if an agent had been a member of one VAG but had since been removed and logged into another VAG. (ER#  172511381)


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Release Number 7.5.100.09 [07/30/08] – 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 section, above.

New in This Release

There are no restrictions for this release. This section describes new features that were introduced in this release of CCPulse+.

Corrections and Modifications

This release includes the following corrections and modifications:


CCPulse+ now correctly saves hidden columns in a workspace file. In some previous releases, hidden columns were not always saved and restored correctly. (ER# 190887901)


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Release Number 7.5.001.06 [03/05/08] – 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 section, above.

New in This Release

There are no restrictions for this release. This release does not contain new features or functionality.

Corrections and Modifications

This release includes the following corrections and modifications:


The CCPulse+ threshold engine now works correctly with dynamic views. In previous releases, antivirus software sometimes interfered with the execution of scripts and the correct ordering of action events in CCPulse+. (ER# 22679253)


CCPulse+ now correctly displays previously hidden columns in a view when you select Show All Columns. In some previous releases, hidden columns were not always restored correctly. (ER# 173539078)


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Release Number 7.5.001.05 [01/18/08] – 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 section, above.

New in This Release

This is a hot fix for CCPulse+. This release does not contain new features or functionality.

Corrections and Modifications

This release includes the following corrections and modifications:


The IgnoreNewObjectNotifications configuration option now works correctly with the following types of DNs that are explicitly saved to a workspace: Queue, Routing Point, Virtual Routing Point, Virtual Queue, Service Number, External Routing Point, and Routing Queue. Previously, when set to true, this configuration option did not work properly for these DN objects. All other types of DNs act as they did in previous releases (for example, if you select the Include All checkbox under the Directory Numbers subtree in the Configuration Wizard - Object Instances window, the new DNs will appear in the workspace after CCPulse+ is restarted). (ER# 169979913)


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Release Number 7.5.001.04 [12/21/07] – 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 section, above.

New in This Release

There are no restrictions for this release. This section describes new features that were introduced in this release of CCPulse+.

Corrections and Modifications

This release includes the following corrections and modifications:


You can now open the CCPulse+ application from the command-line prompt. (ER# 120036508)


CCPulse+ now works correctly with Japanese characters in storage paths if the following conditions are met:

(ER# 121559815)


The Call Center Objects pane (Tree view) and the Extended Status pane now correctly resize. (ER# 135550978)


Within CCPulse+, you can now see and open the available templates when you select Create Real-Time View for Members for a group of queues. Previously, the templates were not listed. (ER# 132777276)


CCPulse+ now provides the option of displaying statistics in integer format. (ER# 144373686)


CCPulse+ now correctly tracks and changes the default row height to match the height that the user specified. Changes made to correct this problem, however, may cause unexpected results when you open a Workspace file created with a previous release of CCPulse+. (ER#  148523307)


CCPulse+ now correctly implements the IgnoreNewObjectNotifications configuration option for the following object types: CallingList, Campaign, DNGroup, AgentGroup, PlaceGroup, Switch, and Script. When set to true, objects added to the workspace are not visible in the Call Center Objects pane after the workspace is saved and reopened. Previously, when this option was set to true, new objects added to the Configuration database were visible after the workspace was reopened. (ER# 159549386)


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Release Number 7.5.000.12 [09/14/07] – 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 section, above.

New in This Release

This is a hot fix for CCPulse+. This release does not contain new features or functionality.

Corrections and Modifications

This release includes the following corrections and modifications:


CCPulse+ now correctly implements the IgnoreNewObjectNotifications configuration option. When set to true, agent groups added to the workspace are not visible in the Call Center Objects pane after the workspace is loaded. Previously, agent groups were visible in the Call Center Objects pane after the workspace was reopened. (ER# 142233357)


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Release Number 7.5.000.11 [09/07/07] – 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 section, above.

New in This Release

This is a hot fix for CCPulse+. This section describes new features that were introduced in this release of CCPulse+.


Corrections and Modifications

This release includes the following corrections and modifications:


Previously, in an environment with many CCPulse+ applications running simultaneously, some instances of CCPulse+ could disconnect from Configuration Server when a configuration object was modified. This occurred because CCPulse+ opened new connections to Configuration Server every time an object was modified. CCPulse+ now resolves this problem by maintaining a persistent connection to Configuration Server. (ER# 139934831)


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Release Number 7.5.000.10 [07/13/07] – 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 section, above.

New in This Release

There are no restrictions for this release. This section describes new features that were introduced in this release of CCPulse+.



Corrections and Modifications

This release includes the following corrections and modifications:


The Hide and Show threshold action is now applicable to Graph views as well as to the Tree view and Call Center Objects pane. Hidden configuration objects will no longer display in this view and CCPulse+ will suppress any follow-up updates until such time that the object appears again as result of Show action only. Tooltips hovering over hidden objects will display n/a instead of an actual value. Graph points will be automatically added or deleted if the associated configuration object is actually added to or deleted from the view. This functionality is currently available for real-time dynamic V/AG membership views only. Note that the Hide Row or Show All Rows Grid context menu items do not control the appearance of objects in the Tree or Graph views. (ER# 123464444)


CCPulse+'s improved communication with Configuration Server substantially reduces or completely eliminates the chance of popup windows appearing within the CCPulse+ interface denoting configuration errors that result with configuration updates. Should pop-up windows with a Configuration Server connection error still appear, however, Genesys recommends that you reload the workspace to synchronize the current configuration. (ER# 111086581)


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Release Number 7.5.000.09 [04/20/07] – 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 section, above.

New in This Release

This is a hot fix for CCPulse+. This release does not contain new features or functionality.

Corrections and Modifications

This release includes the following corrections and modifications:


In large environments, CCPulse+ no longer exits after the login screen closes and before the main window appears. (ER# 119823654)


CCPulse+ code has been optimized to eliminate unnecessary data requests for information about application objects in Configuration Server. In previous releases, for example, CCPulse+ opened a connection to Configuration Server for each agent that was simultaneously added to an agent group instead of opening one connection. (ER# 99444003)


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Release Number 7.5.000.07 [04/17/07] – 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 section, above.

New in This Release

This is a hot fix for CCPulse+. This release of CCPulse+ introduces the following new features and functionalities:

Corrections and Modifications

This release includes no corrections or modifications.

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Release Number 7.5.000.06 [03/15/07] – 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 section, above.

New in This Release

There are no restrictions for this release. This section describes new features that were introduced in the initial 7.5 release of CCPulse+.

Corrections and Modifications

This release includes the following corrections and modifications that were made between Release 7.2 or earlier releases and the initial 7.5 release:


CCPulse+ now uses My report as the default report title instead of My Weekly report. Previously, the My weekly report default title appeared no matter what kind of report you generated (daily, weekly, monthly). To individualize your report titles, create your own report style using the Style Manager. (ER# 79089)


CCPulse+ provides correct agent statistic values even if that agent appears more than once in a particular view. However, CCPulse+ cannot accept custom thresholds for agents who appear in a view more than once. Root-level thresholds still function properly. (ER# 96799)


CCPulse+ now considers any change to cell size (in any View) as a change to the workspace. As such, whenever you close the workspace you receive a prompt asking you to save changes. Previously, you could close your workspace with no prompt to save, thereby losing the changes made to your cells. (ER# 92091)


CCPulse+ experienced varying performance levels on different computers. This variation depended on the performance of the computer, and not on the Windows platform. Improvements in Release 7.5 have increased performance levels. (ER# 93126)


If you restrict a particular user (whether they have a rank of Administrator or not) from monitoring agent statistics (by turning on the Disable user to monitor agent during installation), all agent group membership views are removed during the workspace load, as well as any Agents from any of the other Views. In some previous instances, restricted users were still able to monitor agent-related statistics. Users no longer have access to agent-related statistics (except current status, which you can disable using the CurrentStateEnable configuration option; for details, see Reporting 7.5 CCPulse+ Administrator's Guide) in any circumstance.

Note: If the workspace is stored, all removed data for that workspace will be permanently lost. Genesys recommends you maintain different CCPulse+ storage access privileges. (ER# 96729)


CCPulse+ now correctly displays agent skill levels as they are defined in Configuration Server. Previously, the Extended Current Status pane displayed incorrect values if skill levels were set to a number greater than 32,567. (ER# 96812)


CCPulse+ no longer continues to increment durations of monitored extended current statuses and opened Current State statistics when disconnected from Stat Server. CCPulse+ stops incrementing durations when the Stat Server reconnect procedure is called. (ER# 97373)


After exporting a view to HTML, CCPulse+ no longer duplicates the last data column twice in the root-level historical view. (ER# 89395)


CCPulse+ now verifies the combinations of reset-based notification mode with Selection, Sliding, and SinceLogin time profiles, effectively disabling the application of invalid combinations. (ER# 100262)


When you double-click the mouse on the border between header cells (to set the default size), CCPulse+ now tracks and saves the cell (as it does when you resize by dragging the border line), so that when you return to the workspace, columns and rows appear as you left them. Previously, changes made by double-clicking were lost on leaving the workspace. (ER# 100832)


CCPulse+ now shows only software and hardware reasons in the Extended Current Status pane of the reasons list (requires Stat Server 7.5 and higher). Previously, media or user data reasons sometimes showed along with software and hardware. Though CCPulse+ no longer shows unrelated reasons, Genesys still recommends that you create unique and easily identifiable reason/code names so that they are easily distinguishable from the other data, such as MediaType, that may appear in the Extended Current Status pane of the reasons list. (ER# 34231107)


To reduce configuration download time, CCPulse+ no longer reads the actual bodies of Script configuration objects. (ER# 51254651)


To prevent inadvertent duplication of templates, CCPulse+ now uses case-insensitive rules for creating new template names. Previously, validation rules were case sensitive; this let you create a new template with essentially the same name as an existing template, resulting in a loss of the original. (ER# 51597281)


For dynamic view content, CCPulse+ restricts users to Print or Export HTML only. All associated menu items are disabled. (ER# 79994931)


The Preview Chart on the last page of the Template Wizard no longer shows any tooltips. For all chart areas, tooltips remain disabled. (ER# 83401208)


To synchronize the CCPulse+ GUI with actual data after reconnection to Stat Server, Peak Statistics requests are now performed on all non-time-based statistics. Previously, after reconnection, the Call Center Objects Pane would not reflect actual CurrentState statistics until the next change. (ER# 86101697)


Changing the Java-based stat type using the Template Wizard/Statistic property page of the Tenant Only template no longer results in an invalid statistic with a value of n/a shown in the view. (ER# 92590965)


By default, all new Agent or Place groups do not show their members in the Call Center Objects pane. This default applies even if you save and reopen your workspace; the new groups do not show their members. Previously, after saving and reopening the workspace, CCPulse+ would show and start monitoring all members in the new agent group, whether authorized or not. (ER# 99744564)


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Known Issues and Recommendations

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


In release 7.5.100.11, the About CCPulse+ screen, which you can access from the Help menu, displays an incorrect release number. You can find the correct release number information in the read_me.html file within the installation package and in the list of installed programs in Windows. (ER# 209043931)

Found In:  7.5.100.11 Fixed In: 

CCPulse+ may display the agent in a Virtual Agent Group (VAG) Dynamic Membership view that is not correct according to the current Agent membership. This issue occurs if the agent was previously a member of this VAG, but was later removed and then logged into another VAG. In this case, both of the Dynamic Views for these two VAGs will display the same agent. At the same time, the workspace tree works correctly and displays the actual status of both of the VAGs. (ER# 172511381)

Found In:  7.5.001.04 Fixed In: 

CCPulse+ will display an incorrect number of intervals in historical reports if the following is true:

(ER# 217570415)

Found In:  7.5.000.10 Fixed In: 

CCPulse+ does not support double-byte characters in the directory path to storage files. (ER# 121559815)

Found In:  7.5.000.10 Fixed In: 7.5.001.04

CCPulse+ may experience difficulty displaying agent group or virtual agent group content in a dynamic view if a large number of agents in the agent group log in simultaneously. (ER# 147104547)

Found In:  7.5.000.09 Fixed In: 

When reconnecting to Stat Server, CCPulse+ makes an incorrect stat request for statistics that were opened for the Tenant object before disconnecting from Stat Server in the following scenario:

  1. Stat Server and CCPulse+ are connected and running.
  2. In CCPulse+, the Real Time view is opened for the Tenant object. This view is based on template that was created for Tenant object type.
  3. The statistical values are incremented, and are reflected in the Real Time view as a result of Call Center activity.
  4. Stat Server is terminated, and CCPulse+ is disconnected.
  5. Stat Server is restarted, and CCPulse+ is reconnected.
  6. When Stat Server initialized statistics in the Persistent Statistic Pool, it generated the following error message:

    14:08:13.069 Std 10040 Statistics specification error (client='CCPulse', request_id=15, user_request_id=165): 'Agents Group '' (Tenant 'KOSTYA') not found'
    2007-05-02 14:08:13> Client: Sending message to CCPulse
    2007-05-02 14:08:13> Client: Message 'Error' [stats:0x2087200]
      'STRING_VALUE' 'Agents Group '' (Tenant 'KOSTYA') not found'
      'LONG_VALUE' 1
      'TM_LENGTH' 0
      'TM_SERVER' 1178140093
      'USER_REQ_ID' 165
      'REQ_ID' 15
    2007-05-02 14:08:13> Init: Statistic abandoned. Reason: Agents Group '' (Tenant 'KOSTYA') not found
    14:08:13.069 Trc 04541 Message PeekStat received from 1784 ( 'CCPulse')
    2007-05-02 14:08:13> Client: Message from CCPulse(1784) received
    2007-05-02 14:08:13> Client: Message 'PeekStat'
      'REQ_ID' 16
      'ASSOC_REQ_ID' 15
    Incorrect request_id 15 from client 'CCPulse': request not found
    2007-05-02 14:08:13> Client: Sending message to CCPulse
    2007-05-02 14:08:13> Client: Message 'Error'
      'STRING_VALUE' 'Incorrect 'RequestID' Parameter: parent request '15' not found'
      'LONG_VALUE' 16
      'TM_LENGTH' 0
      'TM_SERVER' 1178140093
      'USER_REQ_ID' 0
      'REQ_ID' 16

  7. Real time view is frozen with the previous values used before reconnecting.

This scenario was re-produced using Stat Server version 7.5.000.21.

(ER# 123452381)

Found In:  7.5.000.06 Fixed In: 

When creating reports, bracketed text is not localizable. This includes the strings [Page #], [Total Pages], [Date Printed] and [document-title]. (ER# 161580505)

Found In: 7.5.000.10 Fixed In: 

In large environments (containing thousands of objects), the WorkspaceAutoLoad CCPulse+ configuration option may not work. Genesys recommends that you configure the CCPulse+ user permissions to limit user access to the necessary data only in order to prevent CCPulse+ from reading large amounts of Configuration Server data upon startup. (ER# 121871260)

Found In:  7.5.000.06 Fixed In: 

CCPulse+ only reads the Tenants monitored by Stat Server on startup. This limitation also applies for all CCPulse+ configuration options. (ER# 104516876)

Found In:  7.5.000.06 Fixed In: 

Though Stat Server and CCPulse+ properly track Object name changes from the Configuration Server, after reconnecting to Stat Server, CCPulse+ re-requests opened statistics using the old name, resulting in an error message. Reopening the workspace solves this problem. (ER# 111086514)

Found In:  7.2.001.03 Fixed In: 

Disallowing users from monitoring agent activity restricts CCPulse+ from 1) creating any views that show agents, and 2) using the agent group to directly or indirectly request extended current status for any agent. There is no current design restriction against viewing Agent status. (ER# 79350578)

Found In:  7.2.001.03 Fixed In:  7.5.000.07

Try to avoid using a template with hundreds of statistics, as CCPulse+ will try to create an equal number of charts within the same view. This may cause CCPulse+ to shut down unexpectedly and generate the message, The memory could not be read. (ER# 43588051)

Found In:  7.2.001.00 Fixed In: 

On systems where Data Execution Prevention (DEP) is supported, CCPulse+ queries may not work. If query functionality is required, include CCPulse+ on the DEP exceptions list. (ER# 44243661)

Found In:  7.2.001.00 Fixed In: 

Some metrics, such as current values, are not available historically. CCPulse+ may show an Error for these metrics instead of the values. In this case, Genesys recommends you revise the template. (ER# 33389471)

Found In:  7.2.000.01 Fixed In: 

The Stat Server notification that indicates a user's status has changed to LoggedOut may include the LoginID for the user, instead of n/a, in the Extended Current Status pane. (ER# 28391674)

Found In:  7.1.000.13 Fixed In: 

Depending on the environment, CCPulse+ receives an error message after adding multiple agents to an agent group at once. (ER# 111086581)

Found In:  7.1.000.10 Fixed In:  7.5.000.10

In a view, columns and rows numbers are not associated with a specific statistic in the template. As a result, if you hide a column in your view and later add a column to the template that would appear before that existing column, the column numbers adjust accordingly. After doing this, when you create your view using this updated template, a column for a different statistic will be hidden rather than the previous one. CCPulse+ does not store information about which template’s statistic currently shows in a respective row and column. (ER# 24817436)

Found In:  7.1.000.10 Fixed In: 

CCPulse+ may display empty logical grouping items in the Call Center objects pane or in the Configuration Wizard. (ER# 91639)

Found In:  7.1.000.02 Fixed In: 

The CCPulse+ threshold engine may not work properly if antivirus software is used on the same computer. Antivirus software tries to control script execution by using different approaches, which may rearrange the order of action events inside CCPulse+. (ER# 22679253)

Found In:  7.0.200.06 Fixed In:  7.5.001.06

In some cases, CCPulse+ may show an incorrect metric description on the Template Wizard's Historical Associations tab. (ER# 83103)

Found In:  7.0.100.02 Fixed In: 

Depending on the RDBMS, CCPulse+ may not be able to build historical reports if you select too many objects. For example, the Oracle RDBMS sets a limit of 1,000 objects. Selecting objects greater than the limit may yield an error similar to the following:

ORA-01795: maximum number of expressions in a list is 1000
(ER# 17215951)

Found In:  7.0.000.03 Fixed In: 

During view sorting, the grid’s column title will be replaced with the sorting direction indicator (either the up or down arrow). Both the grid title and the indicator cannot be displayed simultaneously. (ER# 62975)

Found In:  7.0.000.02 Fixed In: 

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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.


Internet Explorer versions prior to 6.0 are no longer supported.

Discontinued As Of:  March 2007

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Internationalization

Information in this section is included for international customers.


For the Japanese (JPN) language pack, Genesys recommends that you do not use Japanese characters in the template. (ER# 137151893)

Found In:  7.2.001.03 Fixed In: 

For the Asian languages, Genesys recommends that you set the FormatAgentInfo Windows registry item to %n - %L %F instead of %n - %F.%l so that agent names will display properly on the Call Center Objects pane of CCPulse+. (ER# 19835921)

Found In:  7.1.000.10 Fixed In: 

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Additional Information

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

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