Release Note

Contents

Introduction

This release note applies to all 8.1 releases of CCPulse+ for the Brazilian Portuguese market.

• Links in the Contents section enable you to access information regarding a specific release. Releases are listed by version number rather than in date order. For this reason, a recent release may be listed after earlier releases, if the version number is lower. Except when otherwise noted in the information for a specific release, each release includes all of the features and corrections that were introduced for the applicable operating system at earlier dates, regardless of the version numbering.
• The Release Number table lists the supported operating systems for each release at a high level. For more detailed information, see the Genesys Supported Operating Environment Reference Guide.
• The Known Issues and Recommendations section is a cumulative list. It includes information on when individual items were found and, if applicable, corrected.
• The Corrections and Modifications section for each release may list additional issues that were corrected without first being documented as Known Issues.
• The Discontinued Support section is cumulative. It lists functionality that is no longer supported and the release number of the version in which support was discontinued.

Use of Third-Party Software

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

Supported Operating Systems

New in This Release

This is a generally available release for the Brazilian Portuguese market. This localization is based on CCPulse+ 8.1.000.19. Modifications to this software component in later software versions are not supported in this localized version. This release does not contain new features or functionality.

Corrections and Modifications

This release includes no corrections or modifications.

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Supported Operating Systems

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:

CCPulse+ now correctly displays the About window and the Login window in the localized language. (CCPULSE-1924, CCPULSE-1916)

CCPulse+ now correctly displays tooltips Floating, Docking, Auto Hide, and Hide in the localized language. (CCPULSE-1923)

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Supported Operating Systems

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:

CCPulse+ now correctly displays tenants when the Environment tenant is not added to Stat Server. Previously in such cases, the first tenant added to Stat Server was considered as the Environment tenant and was displayed first. (CCPULSE-1918)

CCPulse+ now correctly connects to Configuration Servers that do not allow mixed encoding. Previously, CCPulse+ could not connect to a Configuration Server when the allow-mixed-encoding option of the Configuration Server was set to false (default value). (CCPULSE-1907)

CCPulse+ now recalculates min/max values in charts and properly rescales the axis when an object is deleted from the view. (CCPULSE-1900)

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Supported Operating Systems

New in This Release

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

• Now CCPulse+ displays tenants sorted in the Objects pane and Configuration Wizard. The Environment tenant always appears first.

• CCPulse+ now hides the IP address of servers. Two new configuration options have been added to enable this functionality. The ReverseLookupIP option has been added to the Connection configuration section and the HideConnectionIP option has been added to the UserInterface configuration section:
  

  • ReverseLookupIP
    Default Value: False
    Valid Values: True, False
    Changes Take Effect: After restart
    

    Enables or disables reverse lookup of hostname by IP. If no hostname is found, the IP is used.

  • HideConnectionIP
    Default Value: False
    Valid Values: True, False
    Changes Take Effect: After restart
    

    Enables or disables displaying hostnames instead of IP. If no hostname is found, the hidden string is displayed.

    Note: This option affects non-admin users only and takes precedence over the ReverseLookupIP option.

• CCPulse+ now optionally stores the information about the object types that are selected in the workspace. A new configuration option, RetainSelectedTypes, has been added to the Workspace configuration section to enable this functionality. The functionality that is triggered with an existing configuration option, AddNewObjectMembers, has a dependency on the RetainSelectedTypes setting.
  

  RetainSelectedTypes
  Default Value: True
  Valid Values: True, False
  Changes Take Effect: After restart
  

  Specifies whether to store the information about the object types that are selected in the workspace.

  Note: While a previous release of CCPulse+ has an ability to load a workspace that is saved in CCPulse+ release 8.1, the information about the selected types is ignored. Re-saving the workspace in a previous release of CCPulse+ results in loss of information about the selected types.

• The following new configuration options are available in the log configuration section:

  • CfgEventDetails
    Default Value: brief
    Valid Values: none, brief, full
    Changes Take Effect: After restart
    
    Specifies the level of detail in the log for messages received from the Configuration Server.

  • StatEventDetails
    Default Value: brief
    Valid Values: none, brief, full
    Changes Take Effect: After restart
    
    Specifies the level of detail in the log for messages received from the Stat Server.

  • DbEventDetails
    Default Value: brief
    Valid Values: none, brief, full
    Changes Take Effect: After restart
    
    Specifies the level of detail in the log for messages received from the DB Server.

  Note: For CCPulse+ to log messages received from the servers the verbose option has to be set to all (the same as debug).
  
  Example of settings:

  [log]
all=CallCenter.log
standard=console,CallCenter.log
verbose=all
StatEventDetails=full
CfgEventDetails=full
DbEventDetails=full


• The following new configuration options are available in the UserInterface configuration section:

  • DisabledCommands
    Default Value: FileSaveXML (if UserInterface.EnableXMLExport=false), ViewConsole (if Console.Enable=false), ViewCapacity (if Workspace.EnableAgentCapacity=false and Workspace.EnableAgentGroupCapacity=false)
    Valid Values: FileNew, FileSave, FileSaveXML, FileSaveHTML, FilePrint, ViewConsole, ViewCapacity, ViewPeekStatistics, ToolsSettings, ToolsImportExport, ToolsTemplateWizard, ToolsThresholdWizard, ToolsActionVizard
    Changes Take Effect: After restart
    

    Comma separated list of user interface commands to disable in menus and toolbars. Affects all users.

  • DisabledUserCommands
    Default Value: ToolsImportExport, ToolsTemplateWizard, ToolsThresholdWizard, ToolsActionVizard
    Valid Values_: FileNew, FileSave, FileSaveXML, FileSaveHTML, FilePrint, ViewConsole, ViewCapacity, ViewPeekStatistics, ToolsSettings, ToolsImportExport, ToolsTemplateWizard, ToolsThresholdWizard, ToolsActionVizard
    Changes Take Effect: After restart

    Comma separated list of user interface commands to disable in menus and toolbars. Affects Non-admin users.

  • HideDisabledCommands
    Default Value: False
    Valid Values: True, False Changes Take Effect: After restart

    Specifies whether to remove the command disabled by the DisabledCommands and DisabledUserCommands options from menus and toolbars. Affects all users.

  Below is a description of the user interface commands:
  • FileNew disables File|New menu item.
  • FileSave disables File|Save and File|Save As menu items.
  • FileSaveXML disables File|Save As XML menu item. It takes precedence over the EnableXMLExport option in the UserInterface section.
  • FileSaveHTML disables File|Save As HTML menu item.
  • FilePrint disables File|Print, File|Print Preview and File|Page Setup menu items.
  • ViewConsole disables View|Console menu item and the console window. It takes precedence over the Enable option in the Console section.
  • ViewCapacity disables View|Capacity menu item and the capacity window.
  • ViewPeekStatistics disables View|Peek Statistics menu item.
  • ToolsSettings disables Tools|Settings menu item.
  • ToolsImportExport disables Tools|Import/Export menu item.
  • ToolsTemplateWizard disables Tools|Template Wizard menu item.
  • ToolsThresholdWizard disables Tools|Threshold Wizard menu item.
  • ToolsActionVizard disables Tools|Action Wizard menu item.

• Now CCPulse+ uses a contrasting color (Black or White) of the text in the Objects Pane, Tree View, and Table View for items with explicitly set background.
  Additionally, the Settings dialog on page Table View allows you to set a value of Auto for the parameters Even rows text color and Odd rows text color. This means to use a contrasting color in the ordinary cells in accordance with the values of the Event rows background color and Odd rows background color parameters respectively.

• The following new configuration option is available in the HistoricalView configuration section:

  • MaxIntervals
    Default Value: 100
    Valid Values: Positive integers
    Changes Take Effect: After restart

  Specifies the maximum number of time intervals requested from DB Server for a historical view.

• The following new configuration option is available in the Workspace configuration section:

  • AddNewObjectMembers
    Default Value: none
    Valid Values: none, all, Agent, Place, Queue, VirtualQueue, RoutingQueue, Queues, RoutingPoint, VirtualRoutingPoint, ExternalRoutingPoint, RoutingPoints, ServiceNumber, Extension, Position, EMail, VoceIP, Video, Chat, CoBrowse, VoicePort, Fax, SDialer, DNs
    Changes Take Effect: After restart

  Specifies the list of types for member objects to automatically load from the Configuration Server for the newly created group objects. This is equivalent to checking Include All (Type: XXX) items in the Configuration Wizard where XXX is a type of member objects.

  Note: To automatically add newly created configuration objects to the current workspace, a user must select the required type of objects during a workspace creation and set the Workspace.IgnoreNewObjectNotifications option to false.

Corrections and Modifications

This release includes the following corrections and modifications:

Now CCPulse+ correctly closes views. Previously, CCPulse+ might terminate unexpectedly at an attempt to close a view which was still in process of being activated. (CCPULSE-1883)

The Enable configuration option in the Console section has been extended to administrator users. Previously, the console was always enabled for administrators. (CCPULSE-1847)

Now CCPulse+ supports the navigation keys in the following windows, as described in the Help file:

• Extended Status Pane
• View Pane
• Objects Pane
• Tree View

Additionally, this release introduces new navigation keys that are accessible in the above windows:

• Fn f: Selects the first object in the pane. If the first object is already selected, this key combination pages up one page and selects the first object in that pane.

(CCPULSE-1871)

This release corrects various memory leaks. (CCPULSE-1870)

In the Statistics Properties dialog of the Template Wizard, the Apply button is now disabled until an actual selection is made that requires a change to be applied. (CCPULSE-1868)

Now CCPulse+ correctly deactivates historical views. Previously, CCPulse+ might terminate unexpectedly when deactivating a view which was still in process of being activated. (CCPULSE-1865)

Now CCPulse+ supports objects of type Routing Queue for a DN Group of group type Routing Points. (CCPULSE-1864)

Now CCPulse+ displays a correct error message in case when a Database Access Point (DAP) for a DB Server is connected to a non-existent database. (CCPULSE-1841)

The Statistics Properties dialog of the Templates Wizard has been modified as follows:

• If a field has an invalid value, clicking OK no longer closes the dialog; instead, the field appears in focus.
• The Insensitivity field can be left empty. The empty value is replaced with the current default value when the template is saved. The default value depends on the Statistical type and Frequency of Updates settings.
• The Notification Frequency field can be left empty.
• If a statistic is time-related and Notification Mode is set to Changes Based, the empty value is equivalent to the value of -1 that was used in CCPulse+ 7.5 to mean Not Applied.
• Otherwise, the empty value is replaced with the current default value when the template is saved. The default value depends on the Statistical type and Frequency of Updates settings.

(CCPULSE-1840)

Now CCPulse+ supports a Configuration Server that operates in multi-languages mode. (CCPULSE-1838)

Now CCPulse+ correctly adds Calling Lists to a newly created Campaign on the Objects pane window if they were attached to the Campaign at creation. Previously, only the Campaign object was added to the Objects pane window. (CCPULSE-1836)

Now CCPulse+ does not use a huge amount of memory while auto loading a large workspace. (CCPULSE-1833)

Now CCPulse+ correctly tracks logged out agents in a dynamic group. Previously, in some cases, when working with Stat Server version 8.1.2 and higher, CCPulse+ would not remove logged out agents from a dynamic group. (CCPULSE-1812)

This release adds support of context menu in script/formula editors. (CCPULSE-1784)

Now CCPulse+ correctly repaints the console pane. Previously, some parts of the pane might not be repainted when auto hidden pane popped up. (CCPULSE-1757)

CCPulse+ now correctly closes the connection to the DB Server after 10 minutes of inactivity. Previously, CCPulse+ did not disconnect from the DB Server when a reconnection to the DB Server occurred. (CCPULSE-1725)

Now CCPulse+ displays the correct initial set of charts on the view creation. Previously, CCPulse+ might display the chart only in cases when a user double clicks on the template name while creating the view. (CCPULSE-1369)

Now the Statistics Properties dialog uses Changes based mode for the CurrentAgentTargetState and CurrentGroupAgentTargetState statistics by default. (CCPULSE-1335)

Now CCPulse+ shows the correct error message when a user tries to create a new workspace while Configuration Server is down. (CCPULSE-1298)

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Known Issues and Recommendations

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

CCPulse+ release 8.0.0 required that Microsoft Visual C++ 2008 SP1 Runtime be installed. This prerequisite is not applicable to CCPulse+ release 8.0.200.13 and higher. In these releases, all appropriate DLLs are installed automatically with CCPulse+ installation. (CCPULSE-1569)

CCPulse+ does not refreshes the axis of graphs after an object is removed from the view.

Workaround: Choose an object in the Tree View and then click on the root element of the view. (CCPULSE-1900)

Do not use ActiveX objects from the sample DLL files (such as GSSampleTEObjects.dll) in actual scripts that are intended to trigger any actions. While these legacy samples are provided with CCPulse+ 8.1, they are no longer supported. (CCPULSE-1889)

CCPulse+ sometimes generates the "Unspecified Error" pop-up dialog when you work with Print Preview or Print dialogs. You can ignore this error. (CCPULSE-1867)

In some cases, when DB Server is disconnected, CCPulse+ keeps trying to reconnect to DB Server, even though the DB Server connection was not active for more then 10 minutes prior to the failure. (CCPULSE-1725)

The Views window displays the reason codes and user data for only the following DN actions:

• LoggedIn
• LoggedOut
• AfterCallWork
• NotReadyForNextCall
• WaitForNextCall

The Extended Status window displays reason codes for all DN actions. (CCPULSE-1648)

After switching to the backup Stat Server, CCPulse+ displays an incorrect n/a status of a statistic in the console window if it is absent on the backup Stat Server, but present on the primary Stat Server. Select the statistic view to display the correct details. (CCPULSE-1542)

CCPulse+ does not start if the security banner is configured with the AckMandatory registry option set to 1 and if the document pointed to by the URLs cannot be retrieved or rendered for any reason. You must set AckMandatory to 0 or remove the security banner setting from the registry. (CCPULSE-1271, ER# 295979531)

You no longer can change the height of individual rows in the Table view. CCPulse+ is now lightweight with faster grid control. You can use Properties in the context menu on the table header to change the height of all rows or use Settings to change the font properties. (CCPULSE-1128, ER# 268899978)

You cannot sort within historical views. Sorting in historical views makes the data unreadable. (CCPULSE-1077, ER# 264140322)

If you try to save a workspace while Stat Server switches between primary and backup, you might get an error message when saving workspace or when subsequently opening it. (ER# 315386771)

CCPulse+ might change the graph type in templates if a user imports templates from Binary or XML storage to Legacy storage. (ER# 312702461)

CCPulse+ might exit with an out of memory error upon opening or creating large Historical Views (with tens of thousands of rows returned from a Data Mart query). CCPulse+ was designed to process approximately 1000 rows from Data Mart with a maximum of several historical views per workspace. This means that CCPulse+ can process a maximum of 1000 number of objects multiplied by number of intervals in a view. (ER# 311565348)

If agent names are renamed, added, or removed in the configuration layer, CCPulse+ does not update the agent names during reconnection or in views, except for those in an agent's real-time views, which can be updated when an agent logs out and logs in again. (ER# 311325001)

If you change the docking mode of the objects window while the workspace is loading, CCPulse+ might behave incorrectly after the workspace is opened; for example, you might not be able to change the active view. As a workaround for this issue, switch the view mode from floating to docking and back for to floating the CCPulse+ panels. (ER# 311095147)

If you use a workspace that you saved in some earlier releases of CCPulse+ (for example, 7.5.100.12), then CCPulse+ sometimes might show all the hidden rows or columns that you saved in the workspace. (ER# 310828643)

The WorkspaceAutoLoad option might not work when a database of Data Mart is unavailable if the workspace contains any historical views. As a workaround, you can manually open the workspace after CCPulse+ starts. (ER# 310149571)

When modifying existing templates, the Template Wizard shows the chart options from the previous template in the following scenario:

1. Select a chart type.
2. Go back twice.
3. Select a different template to edit.

(ER# 311784464)

Because CCPulse+ tries to save the primary or backup Configuration Server information in the registry between connections, CCPulse+ might incorrectly display the mode (primary or backup) of the Configuration Server in the status bar in cases when you switch the backup Configuration Server to primary mode and back. (ER# 304193691)

Use the Window>Windows... menu item to access the views for tabs that are not currently visible in the workbooks tabs area. (ER# 259052336)

CCPulse+ may not allow you to save your Workspace after you have deactivated some views. Should this occur, change the state of your Workspace and try to save it again. CCPulse+ should now save your Workspace correctly. (ER# 244103471)

CCPulse+ does not update the real-time view when changes not affecting group membership are made in Configuration Server to members of a group (Agent Group, DN Group, or Place Group). This also occurs with Virtual Agent Group dynamic membership real-time view when agent application changes are not affecting membership. (ER# 244674880)

When the GS.dll file is not registered, CCPulse+ may display an incorrect message about the invalid location of the Templates.stg and Workspaces.stg files. If you receive this message, you must reinstall CCPulse+. (ER# 237358801)

If Stat Server is configured to accept connections in backup mode, CCPulse+ preserves its existing connection to that Stat Server when it is switched from primary to backup mode, rather than connecting to the new primary Stat Server. (ER# 243977181)

The File > Close All menu command incorrectly remains enabled if used when there are no open workspaces. Genesys advises that you do not use this command when there are no open workspaces. (ER# 244041281)

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 the 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 reproduced using Stat Server version 7.5.000.21. (ER# 123452381)

In large environments (containing thousands of objects), the WorkspaceAutoLoad CCPulse+ configuration option may not work. Genesys recommends that you configure 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)

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

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)

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)

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)

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)

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

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

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)

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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.

Support for the following has been discontinued:

• Operating Systems: HP-UX 11iv3

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Internationalization

Information in this section is included for international customers.

CCPulse+ displays tooltips Floating, Docking, Auto Hide, and Hide in English. (CCPULSE-1923)

CCPulse+ displays the About window and the Login window in English. (CCPULSE-1924, CCPULSE-1916)

CCPulse+ displays some print preview items in English. (CCPULSE-1913)

CCPulse+ displays a new workspace default name in English. (CCPULSE-1275)

CCPulse+ help is in English. The latest CCPulse+ international help is on the Reporting International Help website.

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

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)

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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.

• Reporting 8.1 Deployment Guide introduces the Reporting product set and describes CCPulse+ roles and interrelationships with other Genesys components; describes how to configure and install CCPulse+ from the CCPulse+ Wizard; and explains how to start and stop CCPulse+.

• Reporting 8.1 CCPulse+ Help provides a detailed description of the application functionality.

• Reporting 8.1 CCPulse+ Administrator's Guide covers system administrator topics such as action scripting, fine-tuning CCPulse+ configuration, and silent installations.

• Reporting 8.0 Master Index, directs you to the location of specific topics in the Reporting documentation set.

• Reporting 8.0 Reference Manual includes CCPulse+ performance measurements.

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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