Release Note

Contents

Introduction

This release note applies to all 8.1 releases of CSTA Connector for BroadSoft BroadWorks.

• 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 operating systems available for use with each component release are listed in the table at a high level only. For more detailed information about the supported operating environments, including requirements, supported versions, and any conditions or limitations, see the CSTA Connector for BroadSoft BroadWorks page in 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 More Release Information/Legal Notices for T-Servers. Please contact your Customer Care representative if you have any questions.

Supported Operating Systems

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 corrections or modifications.

CSTA Connector now correctly reports the scenario where a Consultation call is made from a Conference call and then the Conference is reconnected. Previously, an incorrect reporting in this scenario made agents stuck in the call until all calls were released from the device and the stuck call was released on expiration. (UKTS-17973)

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Supported Operating Systems

New in This Release

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

• Support for the Red Hat Enterprise Linux 8 operating system. See the Supported Operating Environment: CSTA Connector for BroadSoft BroadWorks page for more detailed information and a list of all supported operating systems.

Corrections and Modifications

This release includes the following corrections or modifications:

T-Server and CSTA Connector now track failed call distribution correctly. Previously, T-Server could create a stuck call in the following scenario:

• Multiple (more than 3) BroadWorks Agents were available to receive calls from BroadWorks CallCenter (ACDQ)
• No available Agents were reachable (due to network failure, for example)
• BroadWorks CallCenter (ACDQ) offered a call to an available agent and the call bounced back in quick succession

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Supported Operating Systems

New in This Release

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

• Support for the Windows Server 2019 operating system. See the Supported Operating Environment: CSTA Connector for BroadSoft BroadWorks page for more detailed information and a list of all supported operating systems.

Corrections and Modifications

This release includes the following corrections or modifications:

After a BroadWorks Application Server failover, CSTA Connector now uses switch-provided information to create responses to CSTA Snapshot Device Requests. Previously after a failover, BroadWorks changed the event sequence ID, causing CSTA Connector to generate an incorrect response to a CSTA Snapshot Device Request from T-Server. (UKTS-17807)

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Supported Operating Systems

New in This Release

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

• Support for BroadWorks release 23 (first available on 05/13/20). You must install BroadWorks patch AP.as.23.0.1075.ap375153.

Corrections and Modifications

This release includes the following corrections or modifications:

This release corrects an incorrect Server version value in the metadata.xml file provided in the server installation package. Only CSTA Connector and T-Server versions 8.1.110.02 were affected. (UKTS-17778)

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Supported Operating Systems

New in This Release

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

• CSTA Connector and T-Server now support the CTI operations Release Call (for direct calls) and Reconnect Call (for consultation calls) on calls established with a "Personal Agent portal". Starting with BroadWorks Release 22, agents can establish calls to their Personal Agent portal by manually calling their own extension number. (UKTS-17765)

Corrections and Modifications

This release includes the following corrections or modifications:

CSTA Connector no longer becomes unstable if a Monitored Agent number contains alphanumeric characters. (UKTS-17768)

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Supported Operating Systems

New in This Release

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

• Stricter validation has been introduced for agent and hoteling services' availablity on monitored agents. When subscription to any one of these mandatory services is not available, CSTA Connector now rejects attempts to log such an Agent in. (UKTS-17727)


• The following set of STANDARD LMS messages has been implemented that now allow auditing of the lifetime of a Channel event subscription:
  
  
  • 40041|STANDARD|BWCC_SUBS_001|Subscription (%s) type %s on device %s is created
  • 40042|STANDARD|BWCC_SUBS_002|Subscription (%s) type %s on device %s is not confirmed
  • 40043|STANDARD|BWCC_SUBS_003|Subscription (%s) type %s on device %s is restored
  • 40044|STANDARD|BWCC_SUBS_004|Subscription (%s) type %s on device %s is terminated

  (UKTS-17726)

  
  
• BroadWorks now supports unexpired subscriptions that need no regular subscription update. When using permanent subscriptions that do not expire, setting configuration option subscribe-expire-tout to value 2147483647 now instructs CSTA Connector to request BroadWorks to create an unexpired event subscription. In order to maintain the ability to validate subscription synchorization, a new configuration option—subscribe-expire-tout—has been introduced to validate idle subscriptions.
  
  
  • subscribe-expire-tout
  • Default value—0 (zero):(functionality is switched off).
  • Valid values—0 (zero) or integer from 3600 to 200000.
  • Changes take effect—Immediately
  • Description—Defines the time in seconds after which the CSTA Connector sends an Update Subscription request to BroadWorks if no events for a non-expired subscription have been received within the specified timeout.

  (UKTS-17725)



• CSTA Connector now correctly restores all Event subscriptions after a network interruption between CSTA Connector and BroadWorks XSP server(s). Previously, subscriptions that were terminated from the BroadWorks side just before the network interruption might have not been restored. (UKTS-17716)

Corrections and Modifications

This release includes the following corrections or modifications:

CSTA Connector no longer becomes unstable if a BroadWorks Regular User number was configured as a Routing Point in the Genesys configuration. (UKTS-17732)

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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 includes the following corrections or modifications:

CSTA Connector no longer floods the network with unnecessary requests to BroadWork XSP servers after a BroadWorks User, monitored by Genesys, is deleted in the BroadWorks configuration. (UKTS-17731)

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Supported Operating Systems

New in This Release

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

• T-Server now tracks DN hoteling status as soon as the hoteling host becomes monitored. Previously, manual hoteling was required after registration on the hoteling host in order to synchronize the hoteling state on the DN. (UKTS-17647)

Corrections and Modifications

This release includes the following corrections or modifications:

T-Server no longer fails to control the state of a Monitored (substituted) Agent when the Agent is logged in or out during CSTA Connector unavailability (such as a restart or network interruption). (UKTS-17629)

CSTA Connector no longer becomes unstable when properties of the host where CSTA Connector is running are changed in Genesys Configuration Database. (UKTS-17627)

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Supported Operating Systems

New in This Release

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

• Support for BroadWorks release 22 (first available on 09/27/18). Release 22 requires the application of these patches on the switch:

  • AP.xsp.22.0.1123.ap355636
  • AS.22.0.1123.AP355640

• Support for BroadWorks release 21 (first available on 06/30/16).

• Support for Windows Server 2016, in native 64-bit mode. (UKTS-17563)

• In its default configuration, CSTA Connector masks all incoming and outgoing DTMF digits in the log file. The template file for the connector includes a non-empty "log-filter-x" section with predefined rules for filtering DTMF digit-related information:
  [log-filter-x]
  hide-dtmf1=PlayDTMF>:? *
  hide-dtmf2=charactersToSend:? *
  hide-dtmf3=digits>:? *
  hide-dtmf4=digitsDetected:? *
  
  Note that, when filtering is enabled, raw binary data (CSTA message dumps) are not included in the CSTA Connector log.
  To disable filtering, delete or rename the section "log-filter-x" in the CSTA Connector configuration.

  (UKTS-17596)

• CSTA Connector now ensures that creation and termination of every event channel generates the following LMS messages:

  • Message #40031: New event channel %s is created on link %s
  • Message #40032: Event channel %s is terminated on link %s
  
  In addition to the normal channel lifetime, these LMS messages are now generated from channel terminations caused by any external error and channel recreations caused by internal conditions.

  (UKTS-17594)

Corrections and Modifications

This release includes the following corrections or modifications:

The connector now correctly handles timeout errors during channel creation, deleting channels created after the request to create an event has expired. (UKTS-17590)

Following BroadSoft recommendations, CSTA Connector now resets the TCP channel to Broadworks XSP server upon receiving a "500 Internal Server Error" on request to update the Event Channel. Previously, the connector took no action for such errors. (UKTS-17525)

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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 includes the following corrections and modifications:

When a call is routed from a conference to an external destination, T-Server can now delete an external party from the conference. Previously, a phantom party could be created and interfere with call control. (UKTS-17567)

CSTA Connector no longer becomes unstable when a RequestMuteTransfer is requested and the switch does not respond to the request for a very long time. CSTA Connector now handles a delayed response to a Mute Transfer request without affecting further CSTA event reporting. (UKTS-17559)

CSTA Connector logs contain a revised message: BWConnector::ParseXml: expecting more data from BWXSPServerHost:BWXSPServerPort. The previous message misleadingly referred to "incomplete XML". (UKTS-17543)

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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 includes the following corrections and modifications:

CSTA Connector no longer becomes unstable after receiving an event from BroadWorks XSP that includes a SIP URI that lacks a SIP User name (in other words, the event reports the SIP URI in the format sip:domain.com rather than the expected sip:user@domain.com). (UKTS-17548)

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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, but supports T-Server for CSTA Connector 8.1.108.00.

Corrections and Modifications

This release includes no corrections or modifications.

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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 includes the following corrections and modifications:

T-Server and CSTA Connector now correctly report an EventPartyDeleted when an external party leaves a conference in the following scenario:

• A routing point with at least one external party is added to a call (conference is created), and
• The call is routed from the routing point to an external destination and answered there.

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Supported Operating Systems

New in This Release

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

• During network interruptions among BroadWorks system components, information about Event Reporting Channel and Event Subscriptions in CSTA Connector might not synchronize with BroadWorks. The CSTA Connector now reinitiates Event Channels and all subscriptions after such failure. When enabled, a new configuration option, query-app-controller, determines when a reconnection to BroadWorks XSP servers is required. On receiving an error on an Update Subscription request, CSTA Connector uses GetApplicationController status to verify whether the application controller status matches the status known by CSTA Connector. If BroadWorks reports an Application Controller status that does not match the CSTA Controller internal status, then the connection to BroadWorks XSP server is reset.

  Option: query-app-controller

  Valid values: true, false

  Default value: false

  When set to true, the connector queries the Application Controller Status to verify whether a reconnection to BroadWorks XSP servers is required.

  (UKTS-17449, UKTS-17429)

• CSTA Connector and T-Server for CSTA Connector now support Start, Stop, Suspend, and Resume Recording requests. Functionality is available on BroadWorks Systems version 20 and higher when provisioned on BroadWorks Users. The feature is invoked using GCTI Private requests with the following IDs:

  • Private ID 3013 - Start Call Recording
  • Private ID 3014 - Stop Call Recording
  • Private ID 3015 - Suspend Call Recording
  • Private ID 3016 - Resume Call Recording

• Two independent improvements to CSTA Connector enable faster recovery from network interruption on connection to BroadWorks XSP server: Recovery time from network interruption on connection from CSTA Connector to BroadWorks XSP server has been reduced:

  • The connector now excludes AddChannelRequest and KPL requests from queuing, instead sending them with highest priority to BroadWorks XSP server.
  • On discovering XSP link disconnect (or Event Channel Termination), the connector now cleans up all requests that are queued for processing. A new Event Channel session starts with empty queues.

  (UKTS-17434)

Corrections and Modifications

This release includes the following corrections and modifications:

CSTA Connector now attempts to recreate an event Channel on receiving any error from BroadWorks, for any conditions where BroadWorks does not respond to an Add Channel request, or when CSTA Connector does not recognize a response. Previously, the connector handled only specific errors. (UKTS-17453)

The connector no longer goes into an indefinite loop when two BroadWorks calls are established between the same two User Endpoints and both Users have started conferences. However, though the connector now handles such calls correctly, call reporting for such a scenario is not valid in the Genesys call model. To avoid situations where Genesys cannot provide call reporting, the connector now releases conferences created between two SIP End Points. When the connector decides to release such calls, it generates a new LMS message:

40022|STANDARD|BWCC_USER_002|All parallel calls between DN %s and DN %s will be released

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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 includes the following corrections and modifications:

GCTI services are now restored on DNs associated with re-created users. Previously, after deletion and and re-creation of the same user, the connector did not restore GCTI services. (UKTS-17424)

Installation of the connector on Red Hat Linux 5 is now supported. (UKTS-17400)

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Supported Operating Systems

New in This Release

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

• Support for BroadWorks release 22 (first available on 09/27/18). Release 22 requires the application of these patches on the switch:

  • AP.xsp.22.0.1123.ap355636
  • AS.22.0.1123.AP355640

• Support for BroadWorks release 21 (first available on 06/30/16).

• The connector now supports Mute and Unmute for all devices included in conference without limitations. Conference Controller can be muted and unmuted in the same way as conference members. (UKTS-17362)

  Important Prior to using this feature, you must:

  • Install BroadWorks patch 343621 on all BroadWorks servers, and
  • Set the Connector option broadworks-version to 22.0.

• T-Server now automatically restores Routing Point monitoring whenever the switch stops Routing Point subscription. (UKTS-17361)

• The connector now reuses session identifiers in communication with the BroadWorks XSP server. This practice reduces the number of authentications performed by BroadWorks Application Server and reduces overall load on the BroadWorks system. (UKTS-17360)

Corrections and Modifications

This release includes the following corrections and modifications:

The connector now correctly reports events for the "Call distributed to Agent with 1PCC Answer" scenario. CSTA Connector version 8.1.105.00 reported incorrect call information to T-Server. (UKTS-17372)

T-Server and CSTA Connector for BroadSoft BroadWorks now start correctly even under BroadWorks XSP server overload conditions (when the XSP server rejects random requests with the error "Service Unavailable"). (UKTS-17340)

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Supported Operating Systems

New in This Release

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

• New configuration options, channel-expire-tout and subscribe-expire-tout, control expiration times for event reporting channels and event subscriptions. (UKTS-17317)

  channel-expire-tout
  Default Value: 3600
  Valid Values: any positive integer
  Changes Take Effect: on event channel creation or renewal
  

  Specifies the expiration timeout, in seconds, when an event reporting channel is created or renewed.

  subscribe-expire-tout
  Default Value: 3600
  Valid Values: any positive integer
  Changes Take Effect: on event subscription creation or renewal
  

  Specifies the expiration timeout, in seconds, when an event subscription is created or renewed.

Corrections and Modifications

This release includes the following corrections and modifications:

CSTA Connector now uses SubscriptionResync events to update call configuration and inform T-Server about call state changes. SubscriptionResync events are available in BroadWorks version 20.sp1 and higher and distributed by BroadWorks when the system detects an Application Server failover condition. (UKTS-17320)

In a supervisor monitoring scenario, CSTA Connector no longer becomes unstable when a supervisor requests to monitor a consultation call on an agent who initiates a call to a routing point with a forced route to the new destination. (UKTS-17307)

For all completed XML data packets sent to and received from XSP, a new dedicated message in the log shows following information:

• Time stamp
• Message direction
• Peer IP address
• Peer host name (as configured in the Genesys configuration environment)

Corrected issue where CSTA Connector might have created an incorrect CSTA message (or failure) when two legs of the same internal call established between appearances of the same SIP endpoint join a conference. However, while this reporting is now correct, call reporting for such scenario is not valid in the Genesys call model. To avoid these situations, the system now releases internal calls established between appearances of the same SIP endpoint. These call releases generate a new log event message, #40021:

40021|STANDARD|BWCC_USER_001|Internal Call %s between appearances on DN %s will be released

This log event message is for information only, but call center scenarios may require review if this message appears in the log too often. (UKTS-17301)

Invalid XML messages received from XSP servers may cause a CTI service outage. CSTA Connector cannot handle these invalid messages, but introduces a new log event message, #40011, to make troubleshooting easier:

40011|STANDARD|BWCC_XML_001|Invalid XML message received from XSP link

The connector generates this log event message when the XML message cannot be parsed. This message is for information only and a service outage should be expected. The event reporting channel will be terminated on the BroadWorks side. (UKTS-17299)

Changes to XSP link configuration allow more flexibility:

• For existing XSP links in the CSTA Connector configuration, any changes to the options hostname and port take effect on the next reconnection attempt. Changes to other link-related options take effect immediately.
• When multiple XSP links exist and the CSTA Connector is established on those XSP links, then deleting the link section from the connector configuration immediately disconnects the deleted link. When only one established XSP link exists, then deleting a link section from the connector configuration does not result in an immediate disconnection of that link. The connector never disconnects an XSP link if it is the last established link, and any configuration changes require a connector restart.
• When an XSP link is added to the CSTA Connector configuration, the connector immediately tries to open a connection on the new XSP link.

Corrected issue where CSTA Connector could delete the wrong event reporting channel when an XSP link is disconnected and the connector has multiple established XSP links. (UKTS-17295)

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Supported Operating Systems

New in This Release

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

• T-Server and CSTA Connector for BroadSoft BroadWorks now support muting and unmuting of conference participants, using the SetMuteOff and SetMuteOn requests. (UKTS-17628)

• Support for Red Hat Enterprise Linux 7, 64-bit native.

Corrections and Modifications

This release includes the following corrections and modifications:

To avoid slowdowns after incorrect switch reporting, where a PBX did not provide valid call information in response to a DialRequest, CSTA Connector now supplies "dummy" call information to T-Server. (UKTS-17288)

CSTA Connector now re-creates a partially failed Reporting Channel even when the channel is functioning properly on other PBX links. Previously, the connector did not re-create the channel until it failed across all PBX links. (UKTS-17238, UKTS-17264)

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Supported Operating Systems

New in This Release

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

• Support for Windows Server 2012.

Corrections and Modifications

This release includes the following corrections and modifications:

Previously the connector delayed its reporting of call delivery to an agent and kept the Routing dialog open for a short interval. If a call was abandoned during that interval, T-Server reported the scenario correctly but could generate unexpected LMS messages about request expiration. The connector now correctly reports call delivery to an agent. (UKTS-17124)

The connector now correctly returns the callOriginated state for a device when a snapshot is requested on device with the BroadWorks Click-To-Dial personality. In BroadWorks this state is the temporary Alerted state, which can progress only into the Originated (or Failed) state. Previously the connector reported the callReceived state, which caused T-Server to assign an incorrect call type to the call. (UKTS-17154)

Upon receiving an xsi:ChannelTerminatedEvent from PBX, the connector now always informs T-Server that the PBX link is out of service. Previously, the connector took no action. The issue occurred after the connector recovered from a network failure on the same PBX link. (UKTS-17167)

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Supported Operating Systems

New in This Release

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

• CSTA Connector for BroadSoft BroadWorks and T-Server for CSTA Connector now support BroadWorks release 20.sp1.

Corrections and Modifications

This release includes the following corrections and modifications:

When a CTI link to BroadWorks has failed and been re-established, T-Server now restarts all monitors for controlled DNs as soon as it receives a BroadWorks ChannelTerminatedEvent. Previously, on receiving a ChannelTerminatedEvent, CSTA Connector could fail to inform the T-Server about the failed CTI link. (UKTS-17059)

When a call bounces quickly from the ACD queue to an agent and then back to the ACD queue after no answer, CSTA Connector now correctly indicates that the call has returned to the queue. Previously in such scenarios, CSTA Connector could fail to notify T-Server that the call had been diverted from the ACD queue or that the call had been delivered to an agent. (UKTS-17014, UKTS-17072)

CSTA Connector now generates the correct events when an agent becomes unavailable immediately after the call is routed to that agent. Previously, when a call was returned to the routing point, incorrect reports triggered the creation of new calls in T-Server. (UKTS-17071)

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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 includes the following corrections and modifications:

CSTA Connector now always reports new destination information in a CSTA Diverted event when routing is performed using the Distribute mechanism. (UKTS-17033)

CSTA Connector no longer occasionally keeps a Routing Point in a Failed state after the communication with a BroadWorks CTI server was lost and re-established. (UKTS-17021)

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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 CSTA Connector for BroadSoft BroadWorks.

• CSTA Connector for BroadSoft BroadWorks and T-server for CSTA Connector now support BroadWorks release 19.sp1. (UKTS-16436)

Corrections and Modifications

This release includes the following corrections and modifications:

CSTA Connector now correctly handles LogOut Guest from a SIP phone that has no integration with the BroadWorks hoteling feature. Previously, CSTA Connector produced a message informing T-Server that the hoteling guest left the host. (UKTS-16928)

After losing its link to one or more XSP servers, CSTA Connector now enables routing on the switch after the link to the switch is restored. (UKTS-16863)

CSTA Connector now reports a compatible routing state to T-Server when supervised routing is enabled at the switch and T-Server requests unsupervised routing. Previously, this action introduced a routing state incompatibility in T-Server. (UKTS-16854)

CSTA Connector now correctly processes LCA port changes. Previously, CSTA Connector ignored any LCA port changes. (UKTS-16723)

When BroadWorks returns incomplete user information in response to a query guest association, CSTA Connector now uses internal hoteling host information to provide correct reporting for the user. (UKTS-16715)

CSTA Connector no longer prints XML parse error messages in the console log when an XML packet contains one or more complete XML messages followed by an incomplete XML message that was split at the network level. (UKTS-16355)

CSTA Connector now correctly ignores duplicated messages received from the BroadWorks XSP server when passing them to T-Server. (UKTS-16976)

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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 CSTA Connector for BroadSoft BroadWorks.

• Support for CSTA BroadWorks Music on Hold request: CSTA Connector is now able to execute a BroadWorks' RoutePointPlayMOHRequest media request, if the MUSIC_DN parameter value is equal to BWPlayMOH in a TApplyTreatment request. (UKTS-16668)

Corrections and Modifications

This release includes the following corrections and modifications:

CSTA Connector now correctly processes the TreatmentPlayAnnouncementAndDigits and TreatmentPlayAnnouncement treatments in sequence. Previously, the completion of the Digit collection was sometimes not reported. (UKTS-16674)

CSTA Connector now correctly reads Configuration Server's configuration file information when Configuration Server restarts. Previously, after Configuration Server restarted, CSTA Connector might misinterpret the configuration data and terminate unexpectedly. (UKTS-16670)

CSTA Connector now correctly processes the Originated and Delivered CSTA events in any order. Previously, CSTA Connector reversed the order of these events and delayed sending the Delivered event, which caused incorrect reporting. (UKTS-16654)

If a call is returned back to the Routing Point immediately after routing the call, agents no longer continue to be reported in the ringing state, regardless of the sequence of events received from the switch. Previously, depending on the sequence of events, CSTA Connector did not send a connectionCleared event to T-Server and the agent remained in the ringing state.

Note: This functionality requires T-Server version 8.1.101.03, or higher. (UKTS-16644)

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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 8.1 release of CSTA Connector for BroadSoft BroadWorks.

• This version of TSCP is built with 8.1.1 Framework libraries.
• Support for the new Broadsoft Application Server Switchover functionality. (ER# 312917901)
• Support for limited display of sensitive information: New options enable sensitive data in logs to be marked for post-processing by the user, such as deletion, replacement, or hiding.
• Support for an application-specific LMS file. (ER# 312720882)
• Support for compliance with FIPS: Transport Layer Security (TLS), as implemented by Genesys, meets the Federal Information Processing Standards (FIPS). (ER# 312720873)
• Support on Red Hat Enterprise Linux 6 32- and 64-bit platforms. (ER# 312720861, 312720855)
• Compatibility with the new Broadsoft Release 17 SP4. (ER# 312720852)
• Support for polling from BroadWorks Connector to XSP. (ER# 312720849)
• Support for the BroadWorks Call Center setting: Display DNIS number to agent when presenting a call instead of the Calling Number. (ER# 283154171)
• Support for BroadWorks Hunt Groups with different distribution modes. (ER# 310012801)
• Support for a new participation type that was added to the conference controller's supported types of call models: This participation type allows for T-Server to manually report Supervisor Monitoring. (ER# 308423333)
• Support for multiple BroadSoft BroadWorks links to CSTA Connector. (ER# 296646669)

Corrections and Modifications

This release includes the following corrections and modifications:

CSTA Connector for BroadSoft BroadWorks now generates CSTA-complient events for transfer and conference call scenarios for BroadWorks calls made between different BroadWorks groups. Previously, CSTA Connector might have generated incorrect CSTA transfer events, if the transfer was completed in a consultation call chain and the consolation calls were created between different BroadWorks groups within the same BroadWorks enterprise. (ER# 316546589)

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Known Issues and Recommendations

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

The HotDesk feature in CSTA Connector for BroadSoft BroadWorks is implemented through the Call Forwarding feature, which is reported in registration and status events for devices hosting hotelling agents. Do not use explicit Call Forwarding on such devices to avoid interference. (UKTS-17995)

Broadsoft Broadworks release 23 support includes the following limitation: if a consultation call is made to a route point and then routed externally, it is not possible to successfully complete the transfer until the external party has answered the call. You can address this issue by installing BroadWorks patch AP.as.23.0.1075.ap375153.

Call pickup and call intrusion are not supported in environments where the DNs are configured as URIs. (UKTS-17541)

If you have installed BroadWorks patch 343621 on the PBX, to enable Mute on conference controllers, Genesys recommends that you upgrade T-Server to version 8.1.106+.

CSTA Connector for BroadSoft BroadWorks supports CallRecordingStartedEvent and CallRecordingStoppedEvent (available for BroadWorks v20.sp1 and higher or after installing patch 343621 for older versions). Recording functionality in T-Server remains the same as for previous releases.

Genesys recommends configuring DN numbers using one of the following formats: Broadsoft extension numbers or SIP tel: numbers. Do not configure DNs as SIP URIs, which can cause unpredictable results in event reporting.

The connector cannot correctly report treatments when the switch reports a Treatment Stop without first reporting a Treatment Start.

If an inbound call is picked up on a device while ringing, the switch reporting for the call pickup is not correct, which results in the following:

1. A new connection ID is generated for the device performing the pickup.
2. Any existing call user data is lost.

(ER# 283316521)

If the switch for a contact center is configured to play a call whisper message and a call is distributed through the contact center to an agent, and then that call is picked up by another device while still ringing on the agent, the switch reporting for this scenario is incorrect. As a result, the call pickup is not reported according to the Genesys call model. If calls are picked up by agents, it is recommended not to play a call whisper message. (ER# 283086465)

To ensure correct reporting of inbound calls made to contact centers, the switch contact center option, Display DNIS Number to agent when presenting call instead of Calling Number, should not be enabled. (ER# 283086461)

The conference model, used by the BroadWorks computer-telephony integration (CTI) link, does not allow conference reporting, if the conference controller is not a monitored subscriber. This conference model allows conference-related requests on behalf of the conference controller. (ER# 265876985)

BroadSoft Connector's predictive dialing feature is only initiated through a Routing Point. This feature provides no inbound call progress detection; therefore, the interception of a predictive call by fax, answering machine, silence, or other automated interaction is not detected. (ER# 265876988)

The BroadWorks CTI call whisper message feature prevents calls from being placed on hold while the call whisper message is playing. Any CTI link request that would put the call on hold is rejected. (ER# 265876991)

BroadWorks Connector supports the following aspects of the Collect Digit treatment:

• ABORT_DIGITS
• TERM_DIGITS
• IGNORE_DIGITS
• DIGIT_TIMEOUT
• BACKSPACE_DIGIT

(ER# 278538090)

Issuing a TSingleStepConference request to an unmonitored DN is not supported. (ER# 278538111)

When a call is forwarded to a Routing Point, the CallState attribute in the EventQueued event is reported as Ok instead of Forwarded. (ER# 278538116)

If a call is waiting on an ACD Queue and T-Server is restarted, CSTA Connector reports the call as a conference call to T-Server when it is distributed to an agent. (ER# 278538119)

An EventError message is only generated on a Routing Point when using the supervised routing method (if the value of the T-Server option, supervised-route-timeout, is greater (>) than 0 (zero)) to route to a busy or DND device. This also means that the Failed Route Notification feature is only available when using the supervised routing method, and that the alarm count is only increased by failed routes to busy or DND devices. (ER# 278538212)

When an alerting call is picked up by another device, CSTA Connector is unable to provide information to T-Server so that the ThirdPartyDN value is reported in the EventReleased message in the alerting device. (ER# 278538217)

It is not possible to send an account code through the CTI link while the agent is in the after-call work (ACW) state. (ER# 278538220)

If a call is made from one site to another site via Inter Server Call Control (ISCC), and then transferred back to the first site using Call Overflow (COF), the ISCC/COF call matching does not contain the OtherDN attribute in the EventPartyChanged event. (ER# 278538225)

Occasionally, when releasing a consultation call on the transferring device, the switch sends the retrieved event for the held primary call before the connection clears for the consultation call, which results in T-Server reporting an EventHeld event on the consultation call and an EventRetrieved event on the primary call before generating an EventReleased event on the consultation call. (ER# 278538246)

In a scenario where a supervisor issues a TMonitorNextCall request on a Routing Point, if any call is mute transferred to the Routing Point being monitored by the supervisor, the switch drops all parties in the call. (ER# 278538249)

If a device is added to Configuration Manager while there is a call ringing on the device, CSTA Connector reports the call as a conference call to T-Server. (ER# 278538281)

If call forwarding is set manually on an end point, CSTA Connector is unable to report that the call was forwarded to T-Server, so the CallState attribute in the EventRinging event on the forwarding destination is reported as Ok instead of Forwarded. (ER# 278538284)

If a supervisor monitors a Routing Point and either a direct internal call is made to the Routing Point, or a consultation call is made to the Routing Point, a new connection ID is incorrectly generated for the EventQueued and EventRouteRequest events on the Routing Point, and for the EventEstablished event on the supervisor. (ER# 279229961)

First party forwarding cannot be set if the target device is currently hot-desking. (ER# 278538087)

A conference controller cannot issue a TReconnectCall request and cannot transfer the conference call. (ER# 278538084)

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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:

• Windows Server 2008
• Red Hat Enterprise Linux 6
• Red Hat Enterprise Linux 5
• AIX (all versions)
• Solaris (all versions)

• HP-UX operating system, all versions

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Internationalization

Information in this section is included for international customers.

There are no known internationalization issues for this product.

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Additional Information

Additional information on Genesys Cloud Services, Inc. is available on our Customer Care website. The following documentation also contains information about this software.

• Framework 8.1 CSTA Connector for BroadSoft BroadWorks Deployment Guide contains detailed reference information for the Genesys Framework 8.1 CSTA Connector for BroadSoft BroadWorks including configuration options and specific functionality.

• Framework 8.1 T-Server for CSTA Connector Deployment Guide contains detailed reference information for the Genesys Framework 8.1 T-Server for CSTA Connector including configuration options and specific functionality.

• Framework 8.1 Deployment Guide helps you configure, install, start, and stop Framework components.

• The Genesys Events and Models Reference Manual contains an extensive collection of events and call models describing core interaction processing in Genesys environments.

• The Platform SDK 8.x .NET (or Java) API Reference contains technical details of T-Library functions.

• The Genesys Migration Guide contains a documented migration strategy for each software release. Please refer to the applicable portion of this guide or contact Genesys Customer Care for additional information.

• The Genesys Licensing Guide contains information about the licensing requirements for this software. Please refer to the applicable portion of this guide or contact Genesys Customer Care for additional information.

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

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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