Release Note

Genesys Agent Scripting

7.2.x

Genesys Telecommunications Laboratories, Inc. © 2006–2011

Contents

Introduction

Release Number AIX HP-UX Linux Solaris Tru64 UNIX Windows
7.2.002.16 [04/15/11] – Hot Fix           X
7.2.002.15 [09/17/10] – Hot Fix           X
7.2.002.13 [06/25/10] – Hot Fix           X
7.2.002.12 [04/20/10] – Hot Fix           X
7.2.002.10 [12/18/09] – Hot Fix           X
7.2.002.08 [10/21/09] – Hot Fix           X
7.2.002.05 [05/29/09] – General           X
7.2.001.13 [03/13/09] – Hot Fix           X
7.2.001.12 [01/16/09] – Hot Fix           X
7.2.001.11 [10/09/08] – Hot Fix           X
7.2.001.10 [09/05/08] – Hot Fix           X
7.2.001.06 [07/03/08] – Hot Fix           X
7.2.001.05 [05/08/08] – Hot Fix           X
7.2.001.03 [04/03/08] – Hot Fix           X
7.2.001.02 [12/14/07] – Hot Fix           X
7.2.001.01 [11/27/07] – General           X
7.2.000.16 [05/23/07] – Hot Fix           X
7.2.000.15 [01/09/07] – Hot Fix           X
7.2.000.13 [08/08/06] – Hot Fix           X
7.2.000.12 [04/21/06] – General           X

Link to 7.0 Product Release Note (Cumulative)
Known Issues and Recommendations
Discontinued Support
Internationalization
Additional Information


Introduction

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

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.


Release Number 7.2.002.16 [04/15/11] – Hot Fix

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

The operating systems supported by this release are listed in the Contents section, above.

New in This Release

This 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:

(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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Release Number 7.2.002.15 [09/17/10] – Hot Fix

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

The operating systems supported by this release are listed in the Contents section, above.

New in This Release

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

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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Release Number 7.2.002.13 [06/25/10] – Hot Fix

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

The operating systems supported by this release are listed in the Contents section, above.

New in This Release

This is a hot fix for 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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Release Number 7.2.002.12 [04/20/10] – Hot Fix

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

The operating systems supported by this release are listed in the Contents section, above.

New in This Release

This is a hot fix for 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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Release Number 7.2.002.10 [12/18/09] – Hot Fix

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

The operating systems supported by this release are listed in the Contents section, above.

New in This Release

This is a hot fix for 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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Release Number 7.2.002.08 [10/21/09] – Hot Fix

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

The operating systems supported by this release are listed in the Contents section, above.

New in This Release

This is a hot fix for 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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Release Number 7.2.002.05 [05/29/09] – General

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

The operating systems supported by this release are listed in the Contents section, above.

New in This Release

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

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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Release Number 7.2.001.13 [03/13/09] – Hot Fix

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

The operating systems supported by this release are listed in the Contents section, above.

New in This Release

This is a hot fix for 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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Release Number 7.2.001.12 [01/16/09] – Hot Fix

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

The operating systems supported by this release are listed in the Contents section, above.

New in This Release

This is a hot fix for 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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Release Number 7.2.001.11 [10/09/08] – Hot Fix

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

The operating systems supported by this release are listed in the Contents section, above.

New in This Release

This is a hot fix for 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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Release Number 7.2.001.10 [09/05/08] – Hot Fix

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

The operating systems supported by this release are listed in the Contents section, above.

New in This Release

This is a hot fix for 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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Release Number 7.2.001.06 [07/03/08] – Hot Fix

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

The operating systems supported by this release are listed in the Contents section, above.

New in This Release

This is a hot fix for 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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Release Number 7.2.001.05 [05/08/08] – Hot Fix

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

The operating systems supported by this release are listed in the Contents section, above.

New in This Release

This is a hot fix for 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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Release Number 7.2.001.03 [04/03/08] – Hot Fix

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

The operating systems supported by this release are listed in the Contents section, above.

New in This Release

This is a hot fix for 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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Release Number 7.2.001.02 [12/14/07] – Hot Fix

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

The operating systems supported by this release are listed in the Contents section, above.

New in This Release

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

Corrections and Modifications

This release does not include any corrections or modifications.

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Release Number 7.2.001.01 [11/27/07] – General

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

The operating systems supported by this release are listed in the Contents section, above.

New in This Release

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

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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Release Number 7.2.000.16 [05/23/07] – Hot Fix

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

The operating systems supported by this release are listed in the Contents section, above.

New in This Release

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

Corrections and Modifications

This release does not include corrections or modifications.

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Release Number 7.2.000.15 [01/09/07] – Hot Fix

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

The operating systems supported by this release are listed in the Contents section, above.

New in This Release

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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Release Number 7.2.000.13 [08/08/06] – Hot Fix

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

The operating systems supported by this release are listed in the Contents section, above.

New in This Release

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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Release Number 7.2.000.12 [04/21/06] – General

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

The operating systems supported by this release are listed in the Contents section, above.

New in This Release

There are no restrictions for this release. This section describes new features that were introduced in the initial 7.2 release of Genesys Agent Scripting.

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)

Found In:  7.2.002.16 Fixed In: 

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)

Found In:  7.2.002.16 Fixed In: 

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)

Found In:  7.2.002.05 Fixed In:  7.2.002.08

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)

Found In:  7.2.001.12 Fixed In: 

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)

Found In:  7.2.001.10 Fixed In:  7.2.002.01

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.

Found In:  7.2.000.12 Fixed In: 

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.

Found In:  7.2.000.12 Fixed In: 

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:

Found In:  7.0.200.16 Fixed In: 

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.

Found In:  7.0.200.16 Fixed In: 

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)

Found In:  7.0.100.04 Fixed In:  7.2.002.01

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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.

Discontinued As Of: 

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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.

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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