Release Note

Contents

Introduction

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is no longer an affiliate of Alcatel-Lucent; any indication of such affiliation within Genesys products or packaging is no longer applicable.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

This release note applies to all 8.0 releases of Call Progress Detection (CPD) Server.

• 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 Manual.
• The Known Issues and Recommendations section is a cumulative list. It includes information on when individual items were found and, if applicable, corrected.
• The Corrections and Modifications section for each release may list additional issues that were corrected without first being documented as Known Issues.
• The Discontinued Support section is cumulative. It lists functionality that is no longer supported and the release number of the version in which support was discontinued.

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 about third-party software used in this product, see the Read Me. Please contact your technical support representative if you have any questions.

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 contains no new features or functionality.

Corrections and Modifications

This release includes the following correction and modification:

For calls in Progressive ASM mode, if there is no CPD Server that already has an engaged agent available for the call, CPD Proxy now responds with General Error. Previously, in rare cases, when notification about the established engaged calls were delivered to CPD Server with a delay, the CPD Proxy might not have had information about the engaged agents, which in some cases caused the requests for outbound calls to not be delivered to the proper CPD Server. In this scenario, if the hit ratio was close to 100%, calls might have been dropped because no engaged agents were available. (OUTBOUND-8063)

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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 contains no new features or functionality.

Corrections and Modifications

This release includes the following correction and modification:

CPD Server no longer considers the dialing phase of a call successfully completed in the following scenario:

1. The dialed call has been disconnected on the remote end, and pre-connection call-progress analysis (CPA) is completed with the cadence break call result.
2. The cadence break CPA result is received by CPD Server before a GCEV_DISCONNECTED event is received from the Dialogic API.

Previously in this scenario, CPD Server considered such a call as successfully dialed. As a result, CPD Server bridged this unsuccessful call with an engaging call in ASM mode, or attempted to transfer it to a Voice Transfer Destination DN in transfer mode.

This correction applies to the following line types: sip-hmp, sip-hmp-asm, line-side-dm3, and isdn-dm3.

(ER# 282915802)

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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 contains no new features or functionality.

Corrections and Modifications

This release also includes the following correction and modification:

CPD Server now correctly uses the value from the continuous-no-signal option to determine the timeout for detecting the No Ringback call result while performing post-connection call-progress analysis (CPA). Previously, CPD Server set a much longer timeout without reference to the continuous-no-signal option. This correction is applicable to the following line types: isdn-dm3, sip-hmp, and sip-hmp-asm. (ER# 277001077)

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Supported Operating Systems

New in This Release

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

Corrections and Modifications

This release also includes the following correction and modification:

CPD Server now correctly supports Agent Assignment in Multiple Campaigns in engaging dialing modes for ISDN and ISDN-DM3 line types (that is when CPD Server option line-type is set to isdn or isdn-dm3 values). CPD Server now updates user data of the engaging call with the Campaign Group identifiers immediately after CPD Server receives the EventRouteRequest or EventQueued event on the Voice Transfer Destination DN.

Previously, CPD Server updated user data of the engaging call with the Campaign Group identifiers only after it received a CONNECT message from PSTN; that is, when the engaging call was already established on an agent’s DN. As a result, Universal Routing Server did not receive Campaign Group identifiers for the engaging call and could not route the call in accordance with the Agent Assignment. (ER# 264720516)

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Supported Operating Systems

New in This Release

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

Corrections and Modifications

This release also includes the following corrections and modifications:

The CPD Server installation package now includes an updated CPD_SERVER_800.xml metadata file with correct parameters identified in the core section of the file. Previously, the file included incorrectly defined parameters in this section, which prevented the end user from deploying CPD Server using the new deployment functionality of Genesys Administrator. (ER# 242354651)

In the ASM mode, if the OCS asm_drop_announcement_data option is configured to play an announcement before a call is released, CPD Server now sends the Rsp_CallProgress message to Outbound Contact Server (OCS) before playing the announcement. This enables dialing optimization if the number of free channels is sufficient to dial the next outbound call(s).

Previously in this scenario, if CPD Server could not bridge the engaging and outbound calls, it sent the Rsp_CallProgress message to OCS after the announcement was played. For predictive algorithms, this delayed dialing for the length of the time it took to play the announcement, and especially impacted dialing when using the small group predictive algorithms. (ER# 226802048)

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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 the initial 8.0 release of CPD Server.

• CPD Server now has the capability to support agent assignments in multiple campaigns for ASM dialing modes.

• CPD Server now supports the following new Dialogic cards:
  

  • DMV1200BTEPEQ
  • DMV1200BTEPW
  • DMV600BTEPEQ
  • DMV300
  For a complete list of supported Dialogic cards see the Outbound Contact 8.0 Deployment Guide.
• CPD Server now includes ConnID in the LAttr_ConnectionId attribute when it is known. (ER# 221130798)

• Please note that CPD Server 8.0 also includes the following features that were added to 7.6 Hot Fix releases after the last General release of CPD Server 7.6.101.03:

  • CPD Server supports channel recovery after it receives a TASK_FAIL error from a DM3 Dialogic board or from HMP software.
  • CPD Server and CPD Proxy Server include the Connection ID attribute in the response message for a Outbound Contact Server (OCS) request to dial an engaging call. OCS requires this information to properly track engaging call distribution.
  • CPD Server allows you to redefine standard tones for DM3 isdn-dm3 and line-side-dm3 line-types, and for HMP sip-hmp and sip-hmp-asm line-types.
  • CPD Server ignores a voice message and only detects tones during pre-connect call progress analysis (CPA), even if there is a voice message before the tone.
  • CPD Server supports playing a distinct answering machine announcement for each campaign when running in Active Switching Matrix (ASM) modes.
  • In the HMP Transfer mode, CPD Server supports one-step transfers (blind transfers), as supported by the OCS call_transfer_type option.
  For more information on these features, see either the Outbound Contact 8.0 Deployment Guide or the CPD Server 7.6 Release Note.

Corrections and Modifications

This release includes the following corrections and modifications that were made between 7.6 releases and the initial 8.0 release:

At startup, CPD Server no longer displays misleading messages that identify a system error when there is none. (ER# 218039146)

CPD Server no longer takes HMP channels out of service if it receives certain 4xx or 6xx SIP messages. Previously, CPD Server might have taken them out of service upon receiving such SIP messages. (ER# 209201834)

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Known Issues and Recommendations

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

Dialogic announced the End of Life and End of Support for the following Dialogic cards. Although CPD Server 8.0 supports them, Genesys cannot provide any technical support if it requires Dialogic’s involvement.

• D/120JCT-LS
• D/480JCT-1T1
• D/480JCT-2T1
• D/600JCT-1E1
• D/600JCT-2E1
• D/240JCT-T1
• D/300JCT-1E1
• D/41JCT-LS
• DM/960-4E1-PCI
• DM/V600-2E1-PCI
• DM/V960-4T1-PCI
• DM/V1200-4E1-PCI
• DM/V480-2T1-PCI

For other Dialogic cards supported by CPD Server 8.0, see the Outbound Contact 8.0 Deployment Guide.

For some SIP endpoints, when an agent places a call on hold a second time, Music-on-hold (MOH) might not work due to improper Session Description Protocol (SDP) from SIP Server 7.6. In order to use MOH with SIP Server 7.6 for all call processing port DNs in the iptB<n> subfolders under HMP configuration folder (as specified in CPD Server's location option), do the following:

• Provision SIP URI in each DN's contact option. For instructions on how to provision SIP URI, see the "Configuring Endpoints" section of Chapter 5 in the SIP Server 7.6 Deployment Guide.
• Set the DN’s reinvite-requires-hold option to true.

Note: This requires that you use HMP SU 195 or higher.

(ER# 185277611)

In ASM (Active Switching Matrix) modes, CPD Server may send a message that the channel is released before it is actually released. This happens in the following situation:

1. One of the bridged calls is released.
2. CPD Server sends a notification to OCS immediately that both channels were released. However, the real channel release for the other call happens only after the channel disconnection procedure is completed by the Dialogic board.
3. OCS sends a request to CPD Server to make a new call before the Dialogic board has completed the channel disconnection procedure.
4. CPD Server may not be able to make the call due to a lack of available channels.

(ER# 122338771)

CPD Server Proxy improperly handles ports, returning No Ports Available messages when some are available. (ER# 165547292)

The SIP REFER method is not supported. (ER# 132746363)

The CPD Server Wizard always specifies the iptB parameter as 0, even if a number other than 0 is specified in the Wizard. (ER# 120709158)

The CPD Server Wizard DN Range properties window does not allow you to specify a Digital Resource DN. As a result, the DNs are numbered starting at 1. (ER# 120709165)

When the backup CPD Proxy becomes primary, all subsequent calls have a call_result of No Ports Available. (ER# 5369951)

When using the Wizard to install CPD Server, the License section is not included on the Options tab of the CPD Server application in Configuration Manager. (ER# 94932)

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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.

There are no discontinued features or functions in this release of CPD Server 8.0.

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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 Technical Support website. The following documentation also contains information about this software. Please consult the Deployment Guide first.

• The Outbound Contact 8.0 Deployment Guide provides architectural information, instructions on how to install and configure Outbound Contact 8.0 components, configuration option descriptions, and other related information.

• The Outbound Contact 8.0 Reference Manual describes application features for Outbound Contact 8.0 and provides information about constants, communication protocols, and other information.

• The Framework 8.0 Genesys Administrator Help file describes how to use Genesys Administrator.

• The Outbound Contact Manager 7.6 Help file describes how to use Outbound Contact Manager.

• The Framework 8.0 Combined Log Events Help file describes log event messages for Outbound Contact Server and other Genesys products.

Product documentation is provided on the Technical Support website, the Genesys Documentation wiki, and the Documentation Library DVD (produced monthly) or the Developer Documentation CD.

Note: For the DVD/CD, the New Documents on this DVD/CD page indicates the production date for that disc. Due to disc production schedules, documentation on the Technical Support 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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