Release Note

Contents

Introduction

This release note applies to all 7.2 releases of Genesys Agent Scripting.

• 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. Please contact your technical support representative if you have any questions.

Supported Operating Systems

New in This Release

This release does not contain new features or functionality.

Corrections and Modifications

This release includes the following corrections and modifications:

The following section of Genesys Agent Scripting help should be updated:

JDBC SQLServer 2008 Provider

To use the MSSQL2005.jdbc.SQLServerDriver, you must have the sqljdbc4.jar file in the server's CLASSPATH. One such spot is in the TOMCAT_HOME/common/lib directory (for Tomcat), or any location that will be accessible to the Java Web Server running the generated Agent Scripting Web application.

(ER# 269299369)

The following section of Genesys Agent Scripting help should be updated:

E-mail XML interface

To serve a table as the body of an email you must add an XML tag for every column in that table, so that the email will be received with the correct table format. These tags are examples:

• XML tag—"td"
• type—"Column"
• value—"Field from table"
  

(ER# 269299312)

After a user creates a table field within a script, GAS now allows the user to populate that table with all of the required email fields. (ER# 238581324)

GAS now correctly handles a date that is received from the API interface. (ER# 224733619)

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Supported Operating Systems

New in This Release

This is a hot fix for this product. There are no restrictions for this release. This section describes new features that were introduced in this release of Genesys Agent Scripting.

• Genesys Agent Scripting (GAS) now supports Agent interaction (Java API 7.6) and is shipped with Java API 7.6.316.00 embedded.
• You must install the GAS library wwg.jar into a directory that is accessible by the Java Web Server. This file is shipped with GAS and is located in this installed path: ...\GenesysIntegration\lib.
  The exact location to place the GAS library will vary depending upon your company's installtion, but one example is: if your installation includes Tomcat 5.5, then you could place the GAS library into the ...\shared\lib directory.
• If you are migrating from the previous version of GAS, you must recompile all scripts using the new installed version of GAS, to prevent concurrent activity of the old version of the GAS library within the same instance of Java Web Server.

Corrections and Modifications

This release includes the following corrections and modifications:

When you click MarkDone inside Genesys Agent Scripting, the next script page for the next call now correctly contains the details of the interaction. (ER# 258231663)

Genesys Agent Scripting no longer creates unrequested Inbound voice interactions. (ER# 256884263)

After you add a new record and then request all chained records, the Record Table now contains all records—including old and newly added records. Previously, old inactive records became unavailable after you added a new record. (ER# 255919219)

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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:

Now you can add a new phone number to the customer chain, which allows an agent to schedule a callback on the newly added phone number. (ER# 253804861)

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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:

This release of Genesys Agent Scripting (GAS) displays all HTML code for a page when the user selects Edit Html from the right-click menu. Previously, the HTML that was displayed might be incomplete. (ER# 242791706)

GAS Designer now successfully saves scripts when a comment contains the % character. Previously, a script containing the % character failed to save. (ER# 246736954)

GAS no longer throws a null pointer exception when you reject or cancel an Outbound scripting page during a Voice interaction. (ER# 245940591)

GAS now correctly notifies Genesys Desktop when updating Outbound Record custom field values. This functionality requires Genesys Desktop 7.6.207.05 and higher versions of the 7.6.2.xx family. (ER# 246855143)

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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:

With this release, the Mark Done button functions correctly. (ER# 241470395)

With this release, all windows close without complications in Internet Explorer 7. (ER# 240416173)

With this release, all GAS pages display correctly in the Thai language. (ER# 240319471)

With this release, the WSDL XML Interface functions correctly. (ER# 233107941)

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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:

This release of Genesys Agent Scripting (GAS) corrects a memory leak where Tomcat did not always release GAS-related DNs that were disconnected. (ER# 233796095)

With this release, Genesys Agent Scripting supports Internet Explorer 7. (ER# 231107623)

With this release, the Genesys Agent Scripting (GAS) frame correctly shows the script before connecting if this action was requested by an Outbound record in preview mode, with the option enable-chain-75api enabled (set to true). Previously, GAS did not behave correctly in this situation, when running with Genesys Desktop 7.6.2. (ER# 227753088)

With this release, the Relationship ID field supports non-English letters. (ER# 226955459)

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Supported Operating Systems

New in This Release

There are no restrictions for this release. This section describes new features that are introduced in this release of Genesys Agent Scripting.

• In step 3 of the procedure Improving Performance, in the section Deploying Applications Under Tomcat on page 19 of the Genesys Agent Scripting 7.2 Deployment Guide, the installer should "Set Maximum Memory Pool to 1024 MB," not 512 MB.

Corrections and Modifications

This release includes the following corrections and modifications:

With this release, Genesys Agent Scripting (GAS) no longer experiences import problems when creating the WSDL XML Interface. Previously, when a user created the WSDL XML Interface to access their ISBAN BankSphere Platform WS using the command Define > XML Interfaces > Add > WSDL, the error message Could not find element node appeared at the end of the WSDL Import Wizard and the corresponding WSDL Interface remained malformed. (ER# 222388911)

With this release, Genesys Agent Scripting (GAS) correctly calls the script that has been assigned to a calling list. Previously, GAS called the default script. (ER# 219675817)

Now Genesys Agent Scripting is compatible with MS SQL Server 2005. (ER# 217447673)

With this release, the message No interaction information is available no longer appears in the script window when Genesys Agent Scripting displays a preview record on the Genesys Desktop. (ER# 217732741)

This release improves Genesys Agent Scripting performance of script loading and execution, when 100 or more agents are logged in. (ER# 216313036)

With this release, a call no longer becomes stuck when an agent clicks the Disposition button. Previously, an agent could work around the problem by clicking on the Mark Done button of the GAD, but this action deleted all the data collected by the scripts. (ER# 214623002)

With this release, Genesys Agent Scripting no longer interrupts an agent's script by sending an occasional incorrect MarkDone signal. (ER# 214319497)

Script selection works correctly with this version of Genesys Agent Scripting. Previously, the AIL GSW_SCRIPT_ID did not appear in the Outbound record custom fields map; but only in the Attached Data Map. (ER# 212330211)

Genesys Agent Scripting no longer throws a null pointer exception when operating under GAD 7.6.100.16. (ER# 211915481)

With this release, Genesys Agent Scripting correctly opens the second page (for example, Rebuttals) when a user clicks its link on the FMF_GreetingCurrentCustomer page under the FMF_ProcessFlow Process. (ER# 203631825)

With this release, Genesys Agent Scripting no longer fails with a Runtime 3201 error when the user selects File > Collaborate> Build Project Book. This action failed previously on a JSP Collaborate server running Tomcat 5.5, MySQL 4.1.22 and mysql-connector-java 5.0.8. (ER# 200030647)

Now Genesys Agent Scripting (GAS) correctly loads a user-defined ProcessFlow that is linked to the corresponding script in the OutboundCampaign in Configuration Manager. Previously, GAS incorrectly loaded the default ProcessFlow. (ER# 199906074)

Genesys Agent Scripting now displays Czech characters correctly in fields that were set using the Load action. (ER# 198148014)

Now Genesys Agent Scripting correctly updates the Table G_OR_CF_Table with the G_OR_CF_Key parameter. (ER# 197295400)

With this release, Genesys Agent Scripting correctly converts an Agent Scripting (IIS 5) project into Collaborative mode. Previously, this conversion failed due to a database connectivity error. (ER# 197295297)

Genesys Agent Scripting no longer throws a No Protocol exception when using File > Save and the Load XML Interface. (ER# 196255161)

This release corrects a display error that caused a duplicate of the Disposition Call button to appear at the top of the Catalogue section after a user moved its pane. (ER# 184670328)

With this release, the Java heap no longer reserves unneeded memory. (ER# 183366986)

This release corrects slow response time from Genesys Agent Scripting that affected Genesys Agent Desktop's performance. (ER# 180937122)

With this release, Genesys Agent Scripting integrates with the Genesys Agent Desktop to register the DN and allow the GUI to open, following a failed login attempt. Specifically, an OCS campaign now appears correctly following an agent login in the "roaming agent / floating DN" environment. (ER# 168010853)

With this release, projects that were created by different users who are in the same user group, correctly appear in the project lists of all users in the same group. (ER# 165185589)

Genesys Agent Scripting now displays Korean characters correctly in updated scripting pages. (ER# 44424148)

Genesys Agent Scripting now displays Korean agent names correctly, not as question marks (???) or error messages. (ER# 43968481)

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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:

With this release, Genesys Agent Scripting no longer displays the message No interaction information is available in the Script window when getting a preview record with Genesys Desktop, if the Connect button was not pressed. (ER# 217732741)

This release improves the performance of WWGRT logging. (ER# 216313036)

Now Genesys Agent Scripting calls the correct script when the user selects a Project Book that is not the default. (ER# 219675817)

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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:

This release of Genesys Agent Scripting prevents a web session from expiring prematurely. Previously, a script could become stuck because it timed out before end of the call. (ER# 214623002)

This release solves a compatibility issue with Agent Desktop (GAD) 7.6: Now GAS works with the newest version of GAD. (ER# 212330211 and 211915481)

With this release, Genesys Agent Scripting (GAS) performs mark done on interactions in a non-active state only (Idle or New). Previously, the GAS Assigner tried to perform mark done on interactions in an active state (Talking). (ER# 214319497)

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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:

This release of Genesys Agent Scripting (GAS) correctly compiles non-English scripts. Previously, GAS sometimes experienced an illegal unicode escape servlet error when executing a Czech script. (ER# 211002523)

With this release, each Page link now loads correctly when selected. (ER# 203631825)

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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:

With this release, selecting the menu command File > Collaborate > Build Project Book no longer generates the error Runtime Error 3201. (ER# 200030647)

With this release, the Genesys Agent Scripting Assigner works correctly with the Genesys Agent Desktop Outbound option enable-chain-75api, whether it is enabled or disabled. Previously, the Assigner did not identify an interaction with this option as Outbound-related, and did not select the Script Process Flow correctly. (ER# 199906074)

With this release, scripts update custom fields properly. Previously, an error occurred when scripts tried to update a custom field of the type unknown. (ER# 197295400)

National symbols now display properly for fields that are set through the Set Action. (ER# 198148014)

With this release, Genesys Agent Scripting converts an AgentScripting (IIS 5) project into Collaborative mode without errors. (ER# 197295297)

No protocol exception occurs when using a newly created File Save and Load XML Interface. (ER# 196255161)

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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 correction:

With this release, Genesys Agent Scripting no longer displays a duplicate control when the catalog pane is not first in the page layout. Previously, when a user moved the catalog pane to the right of the page section, a duplicate of the last control in the page section appeared at the top of the catalog. (ER# 184670328)

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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 correction:

With this release, Genesys Agent Scripting no longer consumes excessive memory as it processes an increasing number of Agent interactions. (ER# 183366986)

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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 correction:

With this release, a Genesys Agent Scripting (GAS) Assigner slowdown no longer affects Genesys Agent Desktop (GAD) performance. (ER# 180937122)

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Supported Operating Systems

New in This Release

This is a hot fix for this product. This section describes new features that are introduced in this release of Genesys Agent Scripting.

• With this release, Genesys Agent Scripting (GAS) supports the new Genesys Agent Desktop 7.5.004.08 login scenario. GAS now registers a roaming agent's floating DN and allows the OCS Campaign GUI to open after a failed login. (ER# 168010853)

Corrections and Modifications

This release does not include any corrections or modifications.

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Supported Operating Systems

New in This Release

There are no restrictions for this release. This section describes new features that are introduced in this release of Genesys Agent Scripting.

• This release adds the field G_Config_ServerCheckingPeriod to the Configuration File tab in the Target Environment Properties dialog. Use the field to set the heartbeat period (in seconds) for checking the connections to the server. The valid value is a whole number greater than 30. Default: 300 (5 minutes).

• This release adds support for the Genesys Desktop voice option enable-auto-markdone-on-transfer. If set to true, this option enables an agent to mark an interaction as Done as the call is transferred to another agent, which allows the first agent to complete wrap-up activity for the interaction after the transfer is complete. Valid values are true and false. Default: true. (ER# 54389122)

Corrections and Modifications

This release includes the following corrections and modifications:

With this release, Genesys Agent Scripting (GAS) launches for users who do not have write access to the Program Files folder. Previously, when a user without write access launched GAS, the program terminated. (ER# 107934961)

With this release, the Genesys Agent Scripting interface displays non-English accent marks correctly. Previously, it did not; for example, the acute accent used in Spanish was displayed incorrectly—or not at all. (ER# 139938975)

This release of Genesys Agent Scripting improves performance and addresses previous Out Of Memory issues. (ER# 44250723, 44867401, 56589223)

This release of Genesys Agent Scripting correctly generates scripts on workstations using Windows localized for French. Previous versions generated non-working scripts on French workstations with French Visual Basic 6.0 installed. (ER# 77149213)

Beginning with this release, Genesys Agent Scripting supports AIL 7.5, and it is shipped with embedded AIL 7.5.047.00. (ER# 159467343)

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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 and functionality:

• This hotfix is deployed with AIL 7.2.020.10. This allows use of the new AIL feature that enables or disables an auto markdone interaction on transfer. By default, AIL performs a markdone on interaction transfer. To disable this auto markdone interaction you must add the option enable-auto-markdone-on-transfer in the voice section and set the value to false.
• The new input parameter G_OR_Treatment_Type to the media interaction Action G_Interaction_MarkDone adds the dropdown list field Genesys Outbound Treatment Type to the MarkDone XML interface. Use this dropdown list to specify the treatment for the Outbound Record on MarkDone. The valid values are: NONE, CAMPAIGN, or PERSONAL.

Corrections and Modifications

This release does not include corrections or modifications.

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Supported Operating Systems

New in This Release

There are no restrictions for this release. No new features were introduced in this release of Genesys Agent Scripting.

Corrections and Modifications

This release includes the following correction:

This release of Genesys Agent Scripting generates correct scripts on workstations with French-localized Windows. Previous versions generated non-working scripts on French workstations with French Visual Basic 6.0 installed. (ER# 77149213)

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Supported Operating Systems

New in This Release

There are no restrictions for this release. No new features were introduced in this release of Genesys Agent Scripting.

Corrections and Modifications

This release includes the following corrections or modifications.

This release of Genesys Agent Scripting implements code optimization that prevents memory leaks and increases performance for session management. (ER# 56589223, 44867401, 44250723)

With this release, Genesys Agent Scripting is able to import Project books from version 7.0.200.16. Previously, it could not. (ER# 50824426)

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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 7.2 release of Genesys Agent Scripting.

• Support of custom integration with Genesys .NET Desktop Toolkit.

• The ability to map asynchronous events to regular fields.

• Usability Enhancements:
  • Separate design and run-time environments.
  • Dynamic changes in the Page Catalog.
  • Wildcards and comparisons in assignment rules.
    

Corrections and Modifications

This release does not include any corrections or modifications.

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Known Issues and Recommendations

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

After you complete the title, first name and last name fields on the Genesys Agent Scripting contact page, pressing Update and Refresh displays the fields as empty. However, these fields are correctly updated in the Universal Contact Server database and they display correctly if you press Update and Refresh again. (ER# 270358039)

At the Genesys Agent Scripting contact page, the last-added or updated address or phone number is automatically designated as the primary one. (ER# 270358037)

A Genesys Agent Scripting (GAS) frame does not show a script before connecting if an Outbound record was requested in preview mode with the option enable-chain-75api=true enabled. This issue appears when GAS runs with Genesys Agent Desktop version 7.6.201.05. (ER# 227753088)

A user-designed API that was meant to insert the current date into the Oracle database cannot do it, for various reasons. There is a workaround:

1. Inside the API, set a temporary string field with today's date in the following format:
   SimpleDateFormat longdateFormat = new SimpleDateFormat ("yyyy-MM-dd HH:mm:ss");
customDateStr = longdateFormat.format(new Date ());
2. In the activity that follows calling the API, set the value of a temporary string field (customDateStr) to the value of your date-time field.

(ER# 224733619)

Genesys Agent Scripting experiences import problems when creating the WSDL XML Interface. When a user creates the WSDL XML Interface to access their ISBAN BankSphere Platform WS using the command Define > XML Interfaces > Add > WSDL, the error message Could not find element node appears at the end of the WSDL Import Wizard and the corresponding WSDL Interface remains malformed. (ER# 222388911)

In step 3 of the procedure Improving Performance in the section Deploying Applications Under Tomcat on page 19 of the GAS Deployment Guide, the installer should "Set Maximum Memory Pool to 1024 MB," not 512 MB.

Restarting any web server—including a GAS Tomcat server, GAS IIS, or Genesys Integration Server—requires you to also restart all Outbound campaigns, to ensure proper operation.

When you define the GAS Tomcat directory during installation, Genesys strongly recommends that you choose folder names which do not contain spaces. Spaces in the destination path will generate an error later, when GAS tries to connect to Universal Contact Server. Here are two examples of the Tomcat server directory:

• Recommended (contains no spaces): c:\gastomcat_5_0\.

• Not recommended: c:\program files\gas tomcat 5_0\.

When you integrate Genesys Agent Scripting with a desktop application, build the desktop application with the Interaction SDK (Java) version 7.1 or higher. If your desktop application is Genesys Agent Desktop, use Genesys Agent Desktop version 7.1 or higher.

When creating an XML Interface to access a Web Service, Genesys Agent Scripting may display a message box stating that it cannot resolve the complex type specified in the WSDL document. This can occur if the selected operation is a complex type of array, or is a complex type that references other complex types.

The work-around is to add the appropriate XML tags in the XML Interface Send/Receive. You must examine the WSDL document in order to determine the appropriate XML tags for that operation. (ER# 93265)

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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 for this release.

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Internationalization

Information in this section is included for international customers.

There are no known limitations or restrictions for internationalization for this release.

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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.

• Genesys Agent Scripting 7.2 Deployment Guide describes system requirements, installation of the Genesys Agent Scripting application, installation of supporting applications, and Genesys Agent Scripting Collaboration mode.

• Genesys Agent Scripting 7.2 Help, which provides details on the features and functionality of the Genesys Agent Scripting application. This Help file is available from within the Genesys Agent Scripting Development Environment and provides reference material for the graphical user interface (GUI).

• Genesys Agent Scripting 7.2 User Guide, which describes how to use the installed software to create new projects; compile, test, and deploy existing projects; and integrate projects with Genesys Outbound software.

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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