As of February 1, 2012, Genesys is no longer an affiliate of Alcatel-Lucent; any indication of such affiliation within Genesys products or packaging is no longer applicable. Please see the Genesys website at http://www.genesys.com for more details.
This release note applies to all 7.6 releases of Genesys Desktop.
Genesys follows applicable third-party redistribution policies to the extent that Genesys solutions utilize third-party functionality. For additional information on any third-party software used in this product, see the Read Me. Please contact your Genesys Customer Care representative if you have any questions.
Supported Operating Systems
New in This Release
Corrections and Modifications
This is a hot fix for this product. This release does not contain new features or functionality.
This release includes the following corrections and modifications:
SIP Nailed-up connections are no longer dropped on Switchover to or from the backup server. (GD-9083)
Supported Operating Systems
New in This Release
Corrections and Modifications
This is a hot fix for this product. This release does not contain new features or functionality.
This release includes the following corrections and modifications:
The Cross-Site Request Forgery (CSRF) token is now not used by GET requests. (GD-9060)
Supported Operating Systems
New in This Release
Corrections and Modifications
This is a hot fix for this product. This release does not contain new features or functionality.
This release includes the following corrections and modifications:
Supervisor: In environments where Microsoft Internet Explorer identifies itself as Netscape in navigator.appName, to enable the Supervisor checkbox, you might also have to set the value of the default/possible-supervisor-netscape option to true. (GD-9046)
Genesys Desktop no longer allows the re-initialization of the same agent session. Previously, this was possible if Microsoft Internet Explorer was closed incorrectly through the Processes tab of Task Manager. (GD-9042)
Supported Operating Systems
New in This Release
Corrections and Modifications
This is a hot fix for this product. This release does not contain new features or functionality.
This release includes the following corrections and modifications:
New outgoing email interactions now use only the value specified by the multimedia\default-from-address option. Previously, the value of the multimedia\email-use-mailbox-on-reply option was also taken into account. (GD-9035)
Supported Operating Systems
New in This Release
Corrections and Modifications
This is a hot fix for this product. This section describes new features that were introduced in this release of Genesys Desktop.
Windows 2003/2008 x64
This release includes the following correction and modification:
A Cross Site Scripting (XSS) vulnerability in Struts has been fixed by denying access to unexpected *.do URLs that were entered in the browser address line. (GD-9019)
Supported Operating Systems
New in This Release
Corrections and Modifications
There are no restrictions for this release. This section describes new features that were introduced in this release of Genesys Desktop.
Support for Microsoft Internet Explorer 11 on Microsoft Windows 7, Windows 8.1, and Windows 10. (GD-9023)
This release includes the following corrections and modifications:
Agent: You can now configure the default font for inbound email interactions by using the email/use-font-options-for-inbound-email option.
Section:(GD-8998)
Option Name:use-font-options-for-inbound-email
Default Value:false
Valid Values:true,false
Changes Take Effect: On the next interaction.
Description: Specifies whether the following font options are used to display inbound email interactions:default-font-style,default-font-size,font-unit,font-unit-based
Agent: Genesys Desktop now correctly populates the From and CC fields when an agent chooses Reply All. Previously, when an email address was in single quotes, the expected From address was placed in the CC field and the wrong address was placed in the From field. (GD-8995)
Agent: (Windows and Linux only) You can now enable the Hunspell spelling checker by using the following configuration option:
Section:Note: The Hunspell spelling checker can be used only for German language (which can be enabled when eitherspell-check-options
Option Name:use-hunspell
Default Value:false
Valid Values:true,false
Changes Take Effect: On the next interaction.
Description: Specifies whether the Hunspell spelling checker is used for spelling check.
spell-check-options/spell-language is set to deu or German language is specified in Agent Spellcheck Options). When the Hunspell spelling checker is enabled, Genesys Desktop displays the list of languages that are available for the Genesys Desktop spelling checker but not for Hunspell. (GD-8993)
Supported Operating Systems
New in This Release
Corrections and Modifications
This is a hot fix for this product. This release also includes the following new features or functionality:
Support for IBM WebSphere Application Server 8.5. (GD-9010)
This release includes the following corrections and modifications:
Supervisor: Supervisors can now change call monitoring mode when monitoring agents on outbound calls to external phone numbers. Previously, supervisors were not able to change call monitoring mode in some scenarios. (GD-8979)
A NullPointerException no longer occurs when an agent uses the campaign list. Previously, this exception could occur in some use cases. (GD-8977)
Supported Operating Systems
New in This Release
Corrections and Modifications
This is a hot fix for this product. This release does not contain new features or functionality.
This release includes the following correction and modification:
The following new option was added to modify the default behavior of the Internet Explorer Paste function. Previously, email interaction content was modified by the default system function which resulted in unexpected changes when pasting HTML and Rich Text content. (GD-8975)
Section: email
Name:enable-ie-native-paste
Valid Values:true,false
Default Value:true
Changes take effect: At the next interaction.
Description: If set totrue, the default Internet Explorer Paste function is used. If set tofalse, Genesys Desktop adjusts any mismatched HTML tags when HTML and Rich Text content is pasted. This option is taken into account if the value of thetransfer-data-into-plain-text-for-copy-past-and-drag-dropoption is set tofalse.
Supported Operating Systems
New in This Release
Corrections and Modifications
This is a hot fix for this product. This release does not contain new features or functionality.
This release includes the following corrections and modifications:
The Supervisor Work Area is now displayed correctly in the Safari browser. Previously, an Error 400 error occurred when the Supervisor Work Area was displayed in the Safari browser. (GD-8963)
Supervisors can now switch to Whisper/Barge-in mode for SIP monitoring when a call is routed to an agent. (GD-8960)
The Callback tab now displays correctly. Previously, the Callback tab displayed an Error 500 when a Web Callback interaction was received by an agent. (GD-8958)
The following new option was added to Genesys Desktop to enable you to apply a consistent font when composing e-mail interactions in Genesys Desktop and when viewing it in another e-mail application. (GD-8957)
Section:
Option Name:use-body-css-on-send
Default Value:false
Valid Values:true,false
Changes Take Effect: At the next agent session.
Description: Iffalseis specified, the Body css is not applied. Iftrueis specified, the body css is added to the span tag as part of the sent e-mail interaction HTML.
Agents can now reschedule calls to previous dates and times in another time zone. Available dates change according to the specified time zone. (GD-8953)
The following new option was added to Genesys Desktop to replace characters or character combinations for a specified language when the spelling check feature is used. (GD-8952)
Section:spell-check-options
Option Name:replace
Default Value:""
Valid Values:<language code>=<from string>/<to string>
Where <language code> is one of the following:Changes Take Effect: At the next agent session.
dan= Danishnld= Dutchusa= English (U.S.)eng= English (International)fin= Finnishfra= Frenchdeu= Germanitn= Italiannor= Norwegian (Bokmal)ptb= Portuguese (Brazilian)ptg= Portuguese (Iberian)esn= Spanish (Latin American)sve= Swedish
Description: Replaces all occurrences of a character or a combination of characters to another character or a combination of characters for the specified language(s). Refer to the Deployment Guide for information about the mechanism for specifying long lists of items in List Based Options. Use the following format:<language code>=<from string>/<to string>, where<language code>=is one of the three-letter language codes listed in the Valid Values section;<from string>is the string that is to be found; and<to string>is the replacement string for the from string. Use the following format when you specify Unicode characters:\xxxx
For example:deu=Busine\u00DF/Business
In the above example:
<language code>=deu
<from string>=\u00DF
<to string>=ss
Separate string combinations by commons; for example:lang1=from1/to1,lang2=from2/to2
Agents can now handle Chat interactions that were delivered after Interaction Server and Chat Server availability issues. Previously in this scenario, agents could not close Chat iterations or mark them as Done. (GD-8916)
Genesys Desktop now correctly displays HTML content after formatted text was pasted into the body of an e-mail interaction. Previously, some lines might not have been displayed after pasting HTML content of a certain structure. (GD-8908)
Supported Operating Systems
New in This Release
Corrections and Modifications
This is a hot fix for this product. This release does not contain new features or functionality.
This release includes the following corrections and modifications:
Agent: The following configuration option has been added to control the visual representation of inserted carriage returns in edited e-mail interactions:
Section:
Option Name:paragraph-margin-style
Default Value:true
Valid Values:true,false
Changes Take Effect: At the next agent session.
Description:
- If the value is set to
true, Genesys Desktop displays line spacing which corresponds to the number of carriage returns in plain text.- If the value is set to
false, Genesys Desktop displays extra line spacing.
(GD-8920)
Agent: A call for an Outbound Record now can be rescheduled if the date in the agent's time zone does not coincide with time zone of this record. Previously in this scenario, if the date in the time zone of the agent was a day ahead of the time zone of the record, rescheduling was not available. (GD-8912)
Agent: A NullPointerException error no longer occurs when an agent logs out. Previously, in some scenarios, this intermittent error could occur. (GD-8921)
Agent: All custom tabs in contact records are now displayed correctly. Previously, in some situations the content of custom tabs might have been hidden unless an agent navigated back and forth between tabs. (GD-8913)
Agent: The Chat waiting cycle icon no longer continues to display progress after a contact ends a Chat interaction. (GD-8895)
Supported Operating Systems
New in This Release
Corrections and Modifications
This is a hot fix for this product. This release does not contain new features or functionality.
This release includes the following correction and modification:
The Username and Place fields on the Genesys Desktop login pane no longer allow users to enter commands by using the <script></script> tags. Previously, scripts entered in this way were executed. (GD-8899)
Timezones and daylight savings times are now correctly applied to rescheduled Outbound records. Previously, records that were rescheduled in environments that use the Greenwich Mean Time (GMT) zone were received one hour late. (GD-8891)
When the value of the SupervisorExtended configuration option in the security section is specified as 2, supervisors cannot edit the properties or change the skills of another supervisor. Previously in this scenario, this restriction was ignored. (GD-8878)
Supported Operating Systems
New in This Release
Corrections and Modifications
This is a hot fix for this product. This release does not contain new features or functionality.
This release includes the following correction and modification:
Supervisor: A supervisor can now monitor a chat session even if the previous chat monitoring session from another place was not correctly ended. Previously, chat monitoring failed if the previous monitoring session from another place was not correctly ended. (GD-8892)
Supported Operating Systems
New in This Release
Corrections and Modifications
This is a hot fix for this product. This release does not contain new features or functionality.
This release includes the following correction and modification:
Supervisor: Chat monitoring in a multi-instance environment (where an agent and a supervisor may work on different Genesys Desktop instances) now works for the current interaction, which was in progress at an agent's place when monitoring started. (GD-7821)
Supported Operating Systems
New in This Release
Corrections and Modifications
This is a hot fix for this product. This release does not contain new features or functionality.
This release includes the following correction and modification:
Agent: Genesys Desktop now prevents Microsoft Internet Explorer 8 from freezing when there is a large volume of real-time events being handled. Previously, in environments that used strategies which had many calls of attached data updates, agents who were using Internet Explorer 8 sometimes experienced an application freeze during a Two-Step transfer. (GD-8793)
Supervisor: A deadlock no longer occurs in the following scenario: a Skill object is modified while an agent who has this skill simultaneously changes status, and then a Supervisor opens the Supervisor Work Area. Previously in this scenario, the Supervisor Work Area would not open. (GD-8806)
Supported Operating Systems
New in This Release
Corrections and Modifications
There are no restrictions for this release. This section describes new features that were introduced in this release of Genesys Desktop.
Support for Microsoft Internet Explorer 10 on Microsoft Windows 7 and Microsoft Windows 8. (ER# 324407961)
The following new option was added to Genesys Desktop to enable you to specify an Escape character for the Filter fields in the Supervisor Work Area. (ER# 276793767, GD-8204)
Section:supervisor
Option Name:interaction-sql-like-escape
Default Value:false
Valid Values:false,auto, or any character.
Changes Take Effect: At the next agent session.
Description: Iffalseis specified, then the use of Escape characters is disabled. Ifautois specified, then the Escape character is automatically selected from the following character set:!@#$^&\; if one of these characters is present in a string, it is handled as an escape character; if more than one of these characters is present in a string, then the Escape character is assumed to be!. If some other character is specified, then that character is used as the Escape character.
The phone-number-supported-characters option has been added to enable you to specify which numbers are valid for a dialable phone number in your region. All other characters are stripped from the contact number before the number is sent to T-Server to be dialed. This option is applied to all calls, transfers, and conferences. (ER# 321719649, GD-8629)
Section:voice
Option Name:phone-number-supported-characters
Default Value:0123456789#*+
Valid Values: Any character from the following list that is valid as a dialable phone number in the region:0,1,2,3,4,5,6,7,8,9,#,*, and+
Changes Take Effect: At the next agent session.
Description: Specifies the characters that are considered when building a request to the T-Server that relies on a phone number. Any other characters from the original string coming from the User Interface are removed. See Recommendation GD-8787
Agent: You can now reschedule a call in any time zone. By default, the time zone of the outbound record is used, otherwise the time zone used by the browser of the agent is used. Previously, when an agent rescheduled a call for a contact during an Outbound Campaign, the rescheduled call was displayed in the time zone of the agent. (ER# 320954260, GD-8622)
This release includes the following corrections and modifications:
The copyright date in Genesys Desktop 7.6.401.05 was incorrectly reported as 2012. The correct copyright date is 2013. (ER# 321234631, GD-8625)
Agent: Pressing Enter in a reply e-mail interaction now adds only a single linefeed to the body of the e-mail interaction. Previously, two linefeeds were added when Enter was pressed. (ER# 320975098, GD-8623)
Agent: The content of custom tabs is now displayed correctly. Previously, the content of custom tabs might have been corrupted when an agent switched back and forth between standard tabs and custom tabs. (ER# 320541333, GD-8619)
Agent: The Chat progress indicator now behaves correctly when a chat session is ended by the contact. Previously, if the contact sent a message and then ended the Chat session, the Chat progress indicator changed to grey and then changed to red; if the agent sent a message and then the contact ended the Chat session, the Chat progress indicator continued to show progress. (ER# 319805658, GD-8618)
Agent: Now both TOOL_BAR_ITEM_CAMPAIGNS (preferred) and TOOL_BAR_ITEM_CAMPAIGNS (for backward compatibility) constants can be used in customizations. Previously, only TOOL_BAR_ITEM_CAMPAIGNS was available. (ER# 319556267, GD-8616)
Agent: If the value of the disconnect-mode is set to logout, RequestLogout is now always sent when an agent closes the browser
by clicking Close (X). Previously in this scenario, RequestLogout sometimes was not sent if the agent closed the browser by clicking Close (X). This problem was initially identified in environments that use the T-Server for Alcatel A4400. (ER# 318306113, GD-8607)
Agent: Previously, if an agent set a chained record as Active, the attached data was used from the first record in the list, not the chained record. Now in this scenario, the attached data from the active chained record is used. (ER# 316149387, GD-8597)
Agent: If an agent makes a new SIP Voice call before closing the tab for a previous SIP Voice call and does not close the warning message, Genesys Desktop no longer displays the following message: Connection to server lost. (ER# 311691401, GD-8575)
Agent: The Apply button is now correctly disabled after the agent chooses the Forward action and selects a media, then clicks Apply. Previously in this scenario, the Apply button remained active. (ER# 311219551, GD-8571)
Agent: An error no longer occurs when an agent launches a new outbound SMS interaction, enters his or her From number, then clicks in the message composition field. Previously in this scenario, a script error occurred. (ER# 303266079, GD-8538)
Supervisor: Supervisors can now correctly change SIP monitoring type. Previously, in some scenarios, a supervisor could not change to a different monitoring type during an agent monitoring session. (ER# 325017819, GD-8808)
Supervisor: A newly created statistic object is now displayed immediately. Previously, newly created statistic objects were not displayed until the application was restarted. (ER# 324029129)
Supervisor: Localized strings are now displayed correctly. Previously, in some Supervisor views, such as the search results in the Work Area, some characters were displayed as HTML codes. (ER# 321738813, GD-8630)
Supervisor: You can now correctly create a new Person object and assign a Skill or Login without first saving the object. Previously, if a supervisor attempted to assign a Skill or a Login during the Agent creation process, the following error message was displayed: An unexpected error has occurred: person creation failed, and incorrect values were displayed for the Skill and Login. (ER# 321562408, GD-8627)
Supervisor: The following monitoring configuration options now accept the values true, 1, yes, and on to enable them: ChatBargeIn, ChatSilentMonitoring, ChatWhisperCoaching, SIPBargeIn, SIPSilentMonitoring, and SipWhisperCoaching. Previously, if any value other than true was assigned, supervisors could not initiate Chat Monitoring.
The enabling and disabling of SIP and Chat Monitoring now works correctly. Previously in some scenarios, they could not be correctly enabled or disabled.
(ER# 319499897, GD-8617, 281013325, GD-8262, 279768364, GD-8248)
Supervisor: The Supervisor Work Area now correctly displays e-mail interactions that have a mix of plain text and HTML formatted content. Previously in some scenarios, the plain text portion of the content was not displayed to the Supervisor in the Details Pane. (ER# 316018497, GD-8596)
Supervisor: Genesys Desktop can now correctly subscribe to statistics regardless of whether the primary or the backup Stat Server is running when Genesys Desktop is started. Previously, if the backup Stat Server was running as the primary when Genesys Desktop was started, Genesys Desktop did not subscribe to statistics. (ER# 315371228, GD-8592)
Supported Operating Systems
New in This Release
Corrections and Modifications
This is a hot fix for this product. This release does not contain new features or functionality.
This release includes the following correction and modification:
Agent: You can now specify the new enable-negotiated-logout option whether an agent is logged out immediately or the logout is postponed by Outbound Campaign Server for a period of time that is specified by the call_wait_connected_timeout option, regardless of the number of Send or Dialed calls in progress. Previously, agents who were on blended Inbound and Outbound channels could not logout out Genesys Desktop until a negotiated logout timer expired. (ER# 316814997)
Section:outbound
Option Name:enable-negotiated-logout
Default Value:true
Valid Values:true,false
Changes Take Effect: At the next agent session.
Description: Specifies whether the Negotiated Logout feature is enabled. If the value of this option is set totrue, aLogOutTimerequest is sent to Outbound Contact Server for all participating campaigns and if the value that is returned is greater than0, agents are prohibited to logout for a number of seconds that is specified by theLogOutTimeresponse time option, which is defined by thecall_wait_connected_timeoutoption of Outbound Campaign Server.
Supported Operating Systems
New in This Release
Corrections and Modifications
There are no restrictions for this release. No new features were introduced in this release.
This release includes the following corrections and modifications:
Agent: The Chat Waiting icon now displays correctly when a contact finishes a chat session. Previously in this scenario, the Chat Waiting icon continued to display as green instead of changing to grey. (ER# 312932010)
Agent: The "To" field of outbound reply e-mail interactions is now correctly populated with information from the "From" field of the original inbound e-mail interaction. Previously, if the inbound e-mail interaction was merged to an existing contact, the "To" field of an outbound reply e-mail interaction was populated with the merged contact information instead of the original "From" field. (ER# 312931838)
Agent: You can now transfer a call multiple times on all switch types. Previously, on some switch types, such as Nortel, if a call was on hold it could not be transferred multiple times. (ER# 312047688)
Agent: JavaScript errors no longer occur if you use a customization with an extension. (ER# 311311511)
Agent: Contact e-mail address case-insensitivity is now handled correctly. Previously, multiple e-mail addresses might be created for a contact if e-mail interactions were received that had the same e-mail address, but with different use of upper and lowercase letters. For example, MyEmail@mail.dom and myemail@mail.dom are no longer handled as different e-mail addresses. (ER# 311028597)
Agent: You can now see the attached data for contact interactions in the History tab if the value of the voice\database option is set to external. Previously, this setting resulted in attached data not being displayed in the contact History tab. (ER# 309707684)
Agent: For Microsoft Internet Explorer 8 users, your browser no longer fails to respond when you receive an e-mail interaction that has a large number of recipients in the To field. (ER# 307023248)
Agent: A NullPointerException no longer occurs when you retrieve a chat transcript. (ER# 304152755)
Supervisor: You can now log an agent out of a SIP DN. Previously, supervisors could not log out an agent from a SIP DN. (ER# 312802673)
Supervisor: You can now save or cancel an All User filter when you are logged in as a supervisor who has Limited Permissions. (ER# 307791720)
Supported Operating Systems
New in This Release
Corrections and Modifications
This is a hot fix for this product. This release does not contain new features or functionality.
This release includes the following correction and modification:
Supervisor: Monitoring is now correctly cancelled in system configurations where each agent has two or more DNs on separate switches/SIP Servers. Previously in this scenario, monitoring was not correctly cancelled. (ER# 308626652)
Agent: The agent�s browser no longer sends an RST packet if the agent clicks Mark Done while editing a contact. Previously, in some configurations, an RST packet was sent which lead to communication disconnections. (ER# 303199737)
Supported Operating Systems
New in This Release
Corrections and Modifications
This is a hot fix for this product. This release does not contain new features or functionality.
This release includes the following corrections and modifications:
Genesys Desktop can now also use a Genesys Generic Server Application template instead of a Third Party Server Application template to prevent an alarm in Solution Control Interface (SCI) on startup. Previously, Genesys Desktop Server could fail to start if a Third Party Server Application template was used for Genesys Desktop. (ER# 303344273)
The following configuration has been added to hide the Send Transcript button for environments where this feature is not needed, is not available, or when the multimedia\chat-default-queue option value is empty and no queues are defined in the Queues for Existing Interaction of the target:
Section:chat
Option Name:display-send-transcript
Default Value:true
Valid Values:true,false
Changes Take Effect: Immediately.
Description: Specifies whether theSend Transcriptbutton is displayed in the chat interaction interface. TheSend Transcriptbutton enables agents to send the chat transcript to the contact as an outbound e-mail interaction.
(ER# 303351861)
Genesys Desktop now supports valid port numbers higher than 9999. Previously, if a port number higher than 9999 was specified during installation, the following error message was displayed: Value of <port number> port parameter is not correct. (ER## 299111846)
Agent: Co-browse sessions are now correctly started when an agent presses the Connect button. Previously, Genesys Desktop could not be started in environments with a RulesEngine configuration. (ER# 304975700)
Supervisor: When a supervisor, that is using Microsoft Internet Explorer 9, opens Advanced Interaction Management either from the menu or by using the Supervisor Work Area, a 400 Error message is no longer displayed. Previously, the 400 Error occurred because the path to the supervisor folder was incorrectly included in the request. (ER# 304578425)
Supported Operating Systems
New in This Release
Corrections and Modifications
There are no restrictions for this release. This section describes new features that were introduced in this release of Genesys Desktop.
Genesys 8.1 compatibility:
Systems and platforms support:
E-mail interaction enhancements:
Genesys Supervisor Desktop:
Genesys Agent Desktop Customization:
This release also includes the following corrections and modifications:
General Corrections and Modifications
Genesys Desktop now works correctly in Internet Explorer 6, which uses web servers with caching and deflating settings. Previously, in this scenario, the following error message was displayed: Problem UADCommon doesn't exist. (ER# 300219520)
Genesys Desktop has been migrated to Tomcat 6.0.35 to avoid a vulnerability in the hash tables that might have affected system security. (ER# 297438763)
The list of generated images in the Genesys Desktop Administrative tool is no longer corrupted in views if some workbins have HTML tags in their names. (ER# 279990496)
The Toolbar and Status bar are now correctly displayed when an agent logs in to Genesys Desktop. (ER# 282383884, 302983602)
The Send Date in the Contact History is now updated immediately when an e-mail interaction is sent to a contact. Previously, in some scenarios, there was a delay in the refresh of the Contact History from Universal Contact Server after interactions were processed. (ER# 275493038)
Login error messages are now correctly localized. Previously, login error messages, such as Password is incorrect, were displayed in English when localized dictionaries were used. (ER# 224888021)
Agent Corrections and Modifications
Agent: An issue with a metadata tag that includes http-equiv=refresh in some e-mail interactions no longer causes a 403 error. Genesys Desktop now handles e-mail interactions that have this metadata tag by removing it to enable these e-mail interactions to be correctly displayed. (ER# 300325819)
Agent: Interface buttons that have built-in drop-down menus now work correctly. Previously, in certain scenarios, the drop-down menu did not display when the button was clicked. (ER# 296752381)
Agent: Genesys Desktop now more quickly renders the Attached Data panel in Internet Explorer 6 when an interaction contains a large amount of text in the attached data. (ER# 293061228)
Agent: The Invalid email address error is no longer displayed when an agent changes the address in the To field of a Reply e-mail interaction to a valid e-mail address that includes the personal name component of the address. (ER# 290367613)
Agent: In the body of e-mail interactions, you can now change the font of inserted SRL text if the text already contains formatting such as <span> and <font> tags. The existing tags are now overridden by the changes that you apply. (ER# 284514068)
Agent: You can now control the maximum size of attached files that are uploaded from e-mail interactions by using the new max-file-upload option in the multimedia section. For more information, refer to the Genesys Desktop Deployment Guide version 7.6.401.00. (ER# 282473998)
Agent: The correct contact phone number is now displayed to agents in ASM mode. Previously, the dialogic port number was displayed instead of the phone number. (ER# 111904538)
Supervisor Corrections and Modifications
Supervisor: Genesys Desktop interaction management has been improved to avoid unnecessary refreshes of interaction snapshots, which resulted in database refreshes that caused decreased performance. (ER# 300382393)
Supervisor: When the Details Panel is hidden, agents in the bottom half of the All-Agents view can now be selected. Previously, some agents could not be selected in this scenario. (ER# 296622669)
Supervisor: Cisco Call Manager monitoring is now supported by default. Previously, it worked only if the supervisor/sip-check-switch-type option was set to false. (ER# 295358678)
Supervisor: Permission settings for the List and Detail views now correctly disable the Delete menu. Previously, the Delete menu might have been incorrectly enabled in the Detail view. (ER# 293013997)
Supervisor: Supervisor permissions are now correctly applied when supervisors create new agents. Previously, supervisors who did not have the CREATE permission were able to create new Person objects. (ER# 293013979)
Supervisor: Supervisors can now see the properties of selected agents in the All Agents view. Previously, there was an intermittent problem where the bottom half of the All Agents view was not updated until the view was refreshed. (ER# 290131893)
Supervisor: New threshold templates are now created correctly for workbins. Previously, in the Supervisor Work Area, after a supervisor created a new threshold template for a workbin, the new threshold was not available in the Actions menu when the supervisor tried to assign a threshold template to a workbin. (ER# 283999211)
Supervisor: Interactions no longer remain active after they have been terminated by a supervisor. (ER# 283254779)
Supervisor: All fields and buttons in the Conditional Threshold window are now correctly displayed. (ER# 282936803)
Supervisor: A JavaScript syntax error no longer occurs when the name of a workbin contains <script> tags. (ER# 279768359)
Supervisor: HTML code in the names of Objects is no longer processed in the supervisor window. (ER# 279768351)
Supervisor: In the Printable Page view, the Interaction Property table is no longer labeled as Attached Data. (ER# 279674113)
Supervisor: You no longer have to restart Genesys Desktop Server for your changes to access groups and permissions to take effect. (ER# 271114130)
Supported Operating Systems
New in This Release
Corrections and Modifications
This is a hot fix for this product. This release does not contain new features or functionality.
This release includes the following correction and modification:
Agent: You can now specify the new enable-negotiated-logout option whether an agent is logged out immediately or the logout is postponed by Outbound Campaign Server for a period of time that is specified by the call_wait_connected_timeout option, regardless of the number of Send or Dialed calls in progress. Previously, agents who were on blended Inbound and Outbound channels could not logout out Genesys Desktop until a negotiated logout timer expired. (ER# 316814997)
Section:outbound
Option Name:enable-negotiated-logout
Default Value:true
Valid Values:true,false
Changes Take Effect: At the next agent session.
Description: Specifies whether the Negotiated Logout feature is enabled. If the value of this option is set totrue, aLogOutTimerequest is sent to Outbound Contact Server for all participating campaigns and if the value that is returned is greater than0, agents are prohibited to logout for a number of seconds that is specified by theLogOutTimeresponse time option, which is defined by thecall_wait_connected_timeoutoption of Outbound Campaign Server.
Supported Operating Systems
New in This Release
Corrections and Modifications
This is a hot fix for this product. This release does not contain new features or functionality.
This release also includes the following correction and modification:
Supervisor: Time in State values are now displayed correctly in agent group views. Previously, these values were not updated when the value true was assigned to the auto-save-filter option. (ER# 304195928)
Supported Operating Systems
New in This Release
Corrections and Modifications
This is a hot fix for this product. This release does not contain new features or functionality.
This release also includes the following corrections and modifications:
Memory leaks no longer occur when a supervisor logs out. Previously, memory leaks could occur that led to an OutOfMemory exception. (ER# 308480435)
Supported Operating Systems
New in This Release
Corrections and Modifications
This is a hot fix for this product. This release does not contain new features or functionality.
This release also includes the following corrections and modifications:
Agent: The Transfer button is no longer incorrectly disabled when the auto-answer and auto-open configuration options email section are set to the value true. (ER# 297199325)
Supported Operating Systems
New in This Release
Corrections and Modifications
This is a hot fix for this product. This release does not contain new features or functionality.
This release also includes the following corrections and modifications:
Agent: Panel resizing now works correctly for the panel that enables the adding of attachments to interactions. Also, the context menu that is associated with some buttons is now available in all panels. Previously, when these buttons were clicked, the context menu did not display in the following panels:
(ER# 296752385)
Agent: Genesys Desktop now more quickly renders the Attached Data panel in Internet Explorer 6 when an interaction contains a large amount of text in the attached data. (ER# 296104080)
Supported Operating Systems
New in This Release
Corrections and Modifications
This is a hot fix for this product. This release does not contain new features or functionality.
This release also includes the following corrections and modifications:
Supervisor: A memory leak in Genesys Desktop has been fixed. Previously, memory was not completely released after using the Interaction Management feature. (ER# 295335512)
Agent: Genesys Desktop no longer sends RST packets to reset the connection when interactions are displayed. (ER# 288838785)
Agent: A new option has been added to Genesys Agent Desktop to retain all campaign call functionalities after a campaign is stopped or unloaded. The outbound\campaign-stale-timeout option specifies a timeout interval, this timeout works with the OCServer\stale_clean_timeout option of Outbound Contact Server (OCS). (ER# 286321112)
Section:outbound
Option Name:campaign-stale-timeout
Default Value:0
Valid Values:-1,0,<any positive integer>
Changes Take Effect: At the next interaction.
Description: Specifies a timeout interval (in minutes) after a campaign is stopped or unloaded; this timeout works with theOCServer\stale_clean_timeoutoption of OCS. During this interval, campaign calls by agents retain all functionalities, such asset the call resultandreschedule. The default value of0means that there is no timeout and no campaign functionalities remain available. A value of-1forces Genesys Desktop to provide campaign functionalities in all situations.
Agent: Inserting Standard Response replies from an HTML-based template into a reply e-mail no longer results in the loss of the HTLM-formatted part of the e-mail text in certain situations. (ER# 254612972)
Supported Operating Systems
New in This Release
Corrections and Modifications
This is a hot fix for this product. This release does not contain new features or functionality.
This release also includes the following corrections and modifications:
Agent: The Actions button is now correctly displayed for e-mail interactions in the Contact History or in a Workbin. Previously, if a link that contained the @ symbol occurred in an inbound e-mail, the Actions button was not displayed. (ER# 288361718)
If a login error occurs during agent login, the Place name is now correctly updated in the second login window for all subsequent logins. Previously, all subsequent logins used the Place name from the failed login attempt. (ER# 287853005)
Supported Operating Systems
New in This Release
Corrections and Modifications
This is a hot fix for this product. This release does not contain new features or functionality.
This release also includes the following corrections and modifications:
Notifications that a party is typing are now correctly displayed to agents and supervisors who are handling chat sessions. (ER# 283615521)
Genesys Desktop now correctly handles disconnection from SIP server that occurs late in the logout process. Previously, Genesys Desktop incorrectly maintained the internal status of the DN as registered, making it unusable; the only way to resolve the issue was to restart Genesys Desktop server. (ER# 283130953)
Agent: Agents can now send e-mails and can reply to e-mails correctly. Previously, a deadlock might have occurred that caused Genesys Desktop to fail to respond in this scenario. (ER# 284719651)
Supervisor: Real-time event defense enables a browser to continue functioning correctly when CPU usage is high. Previously, the real-time event queue could become stuck which might have caused the supervisor to be disconnected. (ER# 284712503, 284712508)
Supervisor: A deadlock no longer occurs under WebSphere 6.1.0.33 in the following scenario: a supervisor object is modified at the same time that the same supervisor logs out. (ER# 283346017)
Supported Operating Systems
New in This Release
Corrections and Modifications
There are no restrictions for this release. This section describes new features that were introduced in this release of Genesys Desktop.
Support for Microsoft Internet Explorer 9. (ER# 283615621)
Support for Windows 2008 64-bit native processing. (ER# 280784481)
Standard Responses are now usable with Open Media. (ER# 277765373)
The Auto Suggest tab is now available in the Extension API. The TAB_AUTO_SUGGEST constant is now available in the interaction-information tag. (ER# 276887908)
The Agent State menu is now scrollable when there are many Not Ready reason codes. (ER# 271444845)
Images are now regenerated after you upgrade Genesys Desktop. The content of webapps no longer must be deleted manually. (ER# 65510273)
The saving of login credentials in cookies can now be configured to be done in the HTTPS-only protocol. This feature is managed by the security/login-store-agent-credentials-in-cookies-only-https-enabled configuration option. (ER# 278417865)
The following application-level configuration options have been added to the security section:
login-store-agent-credentials-in-cookies-enabledlogin-store-agent-credentials-in-cookies-only-https-enabledSupervisor: A warning trace is now displayed in the log if custom interaction fields are not configured correctly. For more information about configuring custom interaction fields, see "Configure Genesys Supervisor Desktop to Use Custom Fields Defined in Interaction Server" section in the Genesys Desktop 7.6 Deployment Guide. This issue affects Interaction Server 7.6.1 or higher. (ER# 280339471)
Supervisor: The following application-level configuration options have been added to the supervisor section:
interaction-calculate-permissionssip-dn-release-calls-on-logout
Supervisor: The following agent-level configuration options have been added to the security section:
ChatBargeInChatSilentMonitoringChatWhisperCoachingSIPBargeInSIPWhisperCoachingSIPSilentMonitoringThis release also includes the following corrections and modifications:
General Corrections and Modifications
The valid description field is now available for all options in the Genesys Desktop metadata XML file. (ER# 273468039)
When the login-store-agent-credentials-in-cookies-enabled option in the security section is set to false, cookies that contain the user credentials from the previous login are no longer removed. (ER# 267795301)
Agent Corrections and Modifications
Agent: The multimedia\last-media-logged option in the Person Annex is no longer modified incorrectly if the browser loses the connection to the Genesys Desktop Server, and the related session is invalided by the defense mechanism. (ER# 282663063)
Agent: During a campaign, the Do Not Call check box and the Call Result drop-down list now function correctly in ASM mode. Previously, these controls were disabled. (ER# 279616588)
Agent: In Chat interactions, when a chat contains many lines, the line breaks that are created now behave correctly. Previously, the text that was enter after the line break was at the bottom of the chat transcript when the display-mode option was set to 0. (ER# 278655345)
Agent: The Disposition Code tab is now selectable when a call is rerouted to the agent who was the original routing target. Previously, if a call was routed to an agent and the agent did not answer the call, and then the call was rerouted to the same agent, the Disposition Code tab was not selectable. (ER# 278119728)
Agent: A JavaScript syntax error no longer occurs in the Spelling Check panel when HTML content that contains the <SCRIPT> tag with content is spelling checked. (ER# 276589556)
Agent: The Spelling Check panel no longer displays HTML code when Spelling Check is being performed on an HTML-formatted e-mail. (ER# 276505084)
Agent: Spelling Check no longer attempts to correct the content of <SCRIPT> tags in the body of e-mails. Previously, Spelling Check suggested corrections for words that were not visible. (ER# 276368391)
Agent: The new GSW_APPLICATION_ID parameter is now taken into account if Outbound Contact Server (OCS) fails-over while a campaign is running. (ER# 276329316)
Agent: Not Ready reason codes are now displayed correctly when the lrm-enabled option is set to true. (ER# 276329164)
Agent: Genesys Desktop no longer freezes due to a deadlock when the Calling List is updated while outbound calls are distributed to agents. (ER# 275905948)
Agent: An intermittent issue whereby chat messages were displayed in the wrong order in the Chat transcript has been fixed. Chat messages now appear in the correct chronological order. (ER# 274748198)
Agent: Cross-site scripting (XSS) in the names of workbins are no longer processed on the Genesys Desktop Administrative tool. (ER# 269494923)
Supervisor Corrections and Modifications
Supervisor: Processing of AIL events is now done asynchronously to avoid stuck situations in the AIL queue during the processing of AIL events by Genesys Supervisor Desktop. (ER# 274137371)
Supervisor: Scrolling and highlighting are now handled properly in the list of found objects in the current slice view. (ER# 277875884)
Supervisor: Extended ASCII characters are now supported in the names of Groups. (ER# 277765272)
Supervisor: When a supervisor logs an agent out of a SIP DN, now it is possible to end all agent calls before logout. This featured is managed by the supervisor/sip-dn-release-calls-on-logout configuration option. (ER# 275907825)
Supervisor: Permissions are now respected for supervisors that are viewing interaction queues and workbins. This feature is managed by the supervisor/interaction-calculate-permissions configuration option. This option controls whether permissions are taken into account. Previously, supervisors could view queues and workbins for which they did not have permission. (ER# 275720540)
Supervisor: Custom dashboards now correctly display a mark indicating that they are loaded. (ER# 274697101)
Supervisor: A warning message about changes to the scope of a filter is only displayed in the view to which the filter is applied. Previously, a warning message about changes to the scope of a filter was also displayed when a supervisor was looking at a view to which the filter did not apply. (ER# 273592611)
Supervisor: When a supervisor searches for an object in a list pane, the found object is now scrolled to and highlighted. (ER# 273449111)
Supervisor: Attachments are now properly pasted when you copy an attachment shortcut from the link in the Attachment tab of the Interaction view, then paste it into an e-mail interaction. (ER# 266652358)
Supervisor: The SupervisorMonitoring option in the security section of the Agent Annex now disables any monitoring when it is set to 0. Specific types of monitoring are now handled by the following agent configuration options:
ChatBargeInChatSilentMonitoringChatWhisperCoachingSIPBargeInSIPWhisperCoachingSIPSilentMonitoring Supported Operating Systems
New in This Release
Corrections and Modifications
This is a hot fix for this product. This release does not contain new features or functionality.
This release also includes the following correction and modification:
The support of Advanced Disconnect Detection Protocol (ADDP) protocol is now improved. Previously, using the ADDP protocol might have caused a disconnection from T-Server. On SIP Server, a disconnection resulted in all agents being put out of service. (ER# 277278803)
Supported Operating Systems
New in This Release
Corrections and Modifications
This is a hot fix for this product. This release does not contain new features or functionality.
This release also includes the following corrections and modifications:
Agent: JavaScript, which might be part of the content stored in the Suggested Response Library (SRL), is now correctly removed from the SRL before it is inserted into an interaction. Previously, JavaScript was inserted into outbound e-mails might have generated JavaScript exceptions and corrupted the display of Genesys Desktop. Also, inserted JavaScript might have prevented the Spelling Check feature from working correctly, including not displaying suggested corrections. (ER# 276409961)
Agent: The Spelling Check pane now correctly displays text for HTML formatted e-mails. Previously, the text might have been displayed misaligned and unviewable, preventing the use of the feature. (ER# 274640113)
Supported Operating Systems
New in This Release
Corrections and Modifications
There are no restrictions for this release. This section describes new features that were introduced in this release of Genesys Desktop.
The ibm-Web-ext.xmi file is now included and configured in the Genesys Desktop to force the usage of JDK 1.5 in WebSphere 6.1, and to compile JSP files in Java 5 instead of Java 1.3. This feature has been added to enable the deployment of eService media in this Servlet container. (ER# 270578512)
Agent: You can now choose whether the inbound e-mail content is included in reply e-mails. This new feature is controlled by the include-inbound-email-on-reply option in the email section. (ER# 270709871)
Section:
Option Name:include-inbound-email-on-reply
Default Value:true
Valid Values:true,false
Changes Take Effect: Immediately.
Description: Specifies whether the content of the inbound e-mail is included in the reply outbound e-mail.
Agent: Disposition codes can now be linked to an Outbound Custom Field. This new feature is controlled by the enable-synchronized-outbound-custom-field option in the disposition-code section. This feature works when the attached data used for the disposition code corresponds to the custom field key. (ER# 269230961)
Section:disposition-code
Option Name:enable-synchronized-outbound-custom-field
Default Value:false
Valid Values:true,false
Changes Take Effect: At the next interaction.
Description: Specifies whether the Disposition Code is linked to an Outbound Custom Field if they have the same key. Agents can use this functionality to modify this information from both panels. When one panel is updated, the update is displayed in the other panel.
You can now configure IIS 7.5 on Windows for integration with Tomcat and Genesys Desktop by replacing the steps after step 4 of the procedure Configuring IIS 5.0 on Windows for integration with Tomcat and Genesys Desktop in the Genesys Desktop 7.6 Deployment Guide with the following steps:
From the Internet Information Service (IIS) Manager home page:
- Open the
ISAPI and CGI Restrictionspage.- Click
Add.- Enter the path to the ISAPI filter that you entered at step 4, or use the "
�" button to browse to the DLL.- (Optional) Enter a description (for example: Jakarta Redirector).
- Select:
Allow extension path to execute.- Click
OK.
From the Internet Information Service (IIS) Manager home page, or from the web site home page, or from the jakarta home page, do the following steps:
- Open the Handler Mappings page.
- Select the
ISAPI-dllitem.- Select the
Edit Feature Permissionsaction.- Select the
Executecheckbox.- Click
OK.
Stop the website from the web site home page.
Restart the server from the Internet Information Service (IIS) Manager home page.
Start the website from the web site home page.
Access Genesys Desktop through by using the following URL:
http://<host>/gdesktop/
To support integration with Genesys Administrator, the Genesys Desktop metadata XML file is now available with Genesys Desktop. This feature provides support for integration with the Genesys 8 environment. (ER# 269020207)
Supervisor: Genesys Supervisor Desktop can now notify the supervisor about changes in filtered views by a message in the status bar. Based on this notification, the supervisor can apply a refresh to see updates. To enable notification, set the filter-auto-update option in the supervisor section to true. (ER# 270652969)
Note: If a filtered view is added to Quick Dashboard you might still receive notifications when the filtered view is minimized. Also, notifications about changes in the Agents Assigned in Skill view are not included in this feature.
This release also includes the following corrections and modifications:
General Corrections and Modifications
Login to Genesys Desktop is no longer blocked when HTTP server caching is activated. (ER# 271711708, 273170119)
Login information is now stored correctly in cookies. Previously, if login information was entered as Unicode text, it was corrupted. (ER# 270538936)
Agent Corrections and Modifications
Agent: The Reply to E-Mail message window is now displayed correctly. Previously, some controls might not have been displayed. (ER# 272315581)
Agent: Genesys Desktop has been improved to handle uncaught exceptions. (ER# 271372919, 271372911, 271504510, 271504504, 271504653, 271504656, 271372964, 271504753, 271504501)
Agent: The category tree now expands correctly for search results on the Resource tab. (ER# 271001368)
Agent: E-mail signatures in reply e-mails are now displayed correctly when they are received by contacts. Previously, the default-font-size option in the email section was not always taken into account. (ER# 270906811)
Agent: Inserted standard responses now correctly use the SUBJECT parameter instead of the NAME parameter. Previously, the NAME parameter was always used even if the SUBJECT parameter was filled. (ER# 269807726)
Agent: The Disposition Code tab now displays correctly in customized environments when it is specified as initially selected. Previously, the Disposition Code panel was in the disabled state. (ER# 268756508)
Agent: The Call Result field cannot be forced if it is not present in the outbound campaign call. This functionality is controlled by the new default-call-result option. Previously, Genesys Desktop selected Unknown when no Call Result field was present. (ER# 266591647)
Section:outbound
Option Name:default-call-result
Default Value:true
Valid Values:true,false
Changes Take Effect: At the next interaction.
Description: Specifies whether theCall Resultfield is filled automatically when it is not initially present in the outbound campaign call.
Agent: Copying and pasting URLs from an attachment of an e-mail interaction or the Standard Resource Library to active interactions now works correctly. Previously, the Paste button remained disabled in the attachment management panel. (ER# 266387699)
Supervisor Corrections and Modifications
Supervisor: Both symbol characters with an escape symbol and symbol characters without an escape symbol are now correctly supported by Genesys Desktop and Interaction Server in snapshot requests to Oracle 9. (ER# 271153287)
Supervisor: HTML tags are now correctly supported for Display Printable Page requests. (ER# 270820922)
Supervisor: Filters now remain applied to views that are opened and closed multiple times. (ER# 269896964)
Supervisor: The Supervisor Work Area is no longer corrupted if Cross-site scripting (XSS) is entered in the Alarm Terms for the Action Template. (ER# 268183631)
Supervisor: Supervisor permissions are now handled in the same way by Genesys Supervisor Desktop and Configuration Manager. Previously, a supervisor had access to some objects which were inaccessible through Configuration Manager. (ER# 267926648)
Supervisor: The Supervisor Work Area is no longer corrupted if Cross-site scripting (XSS) is present in Agent Group names, Place Group names, and Login IDs. (ER# 267330737, 259041976)
Supported Operating Systems
New in This Release
Corrections and Modifications
This is a hot fix for this product. This release contains no new features or functionality.
This release also includes the following corrections and modifications:
Memory usage after interaction-transfer has been improved for Windows (03/25/11), Linux (03/25/11), and AIX (04/15/11). Previously, transfer related information, which was stored in memory, was released only after closing ten subsequent interactions. (ER# 269552740)
Supported Operating Systems
New in This Release
Corrections and Modifications
This is a hot fix for this product. This release contains no new features or functionality.
This release also includes the following corrections and modifications:
A memory leak in Genesys Desktop Server has been fixed for Windows (03/11/11) and Solaris (03/25/11). Previously, memory was not completely released after an agent closed the browser if the agent was logged on a voice channel. After several days, an Out of Memory failure might have occurred. Symptoms of the issue included the following:
Could not connect to the Configuration Server.
Telephony Timeout Exceptions were observed in the logs.
These issues could only be remedied by restarting Genesys Desktop Server. (ER# 264734082)
Supported Operating Systems
New in This Release
Corrections and Modifications
There are no restrictions for this release. This section describes new features that were introduced in this release of Genesys Desktop.
Agent: Genesys Desktop now enables you to store corporate dictionaries for the Spelling Check function. Refer to the Genesys Desktop 7.6 Deployment Guide for information about configuring the corporate.dic corporate dictionary file in the WEB-INF\classes\corporatespellchecker folder. (ER# 265565408)
Agent: The Disposition Code tab is now available in the Extension API. The TAB_DISPOSITION_CODE constant is now available in the interaction-information tag. The mandatory mechanism has been associated with the following actions:
- ACTION_MARK_DONE
- ACTION_STOP
- ACTION_SEND
In the <action> tag, the following new subtag is available in the interaction-secondary-controls and interaction-primary-controls tags:
<disposition-code-mandatory><!-- true|false --></disposition-code-mandatory>.Note: If the tag is not present, the value is
false.
This tag enables custom tags to activate the mandatory mechanism on this action. (ER# 261509581)
This release also includes the following corrections and modifications:
General Corrections and Modifications
You can now specify whether agent credentials are stored and automatically added to the login window username and Place fields when Genesys Desktop is launched. In the security section, set the new login-store-agent-credentials-in-cookies-enable to false to prevent the agent credentials from being stored locally. (ER# 266237331)
Genesys Desktop has increased security against cross-site request forgery (CSRF) by improving the verification of HTTP requests. (ER# 266102457)
You can now specify whether agent credentials are added in the suggested list of auto-filling to the login window username and Place fields when Genesys Desktop is launched. Set the new login-auto-complete-agent-credentials-enabled to false to prevent the agent credentials from using the suggested list. (ER# 266102432)
Agent login now functions correctly. Previously, if an agent login failed, successive agents experienced a browser freeze after they clicked Submit in their login windows. (ER# 265907533)
Uncaught exceptions are now logged for tracking with JDK 1.5 or higher. (ER# 265142619)
Genesys Desktop improves the defense in the license keep-alive mechanism. Previously, if an issue appeared in this area, no new agents could be logged in. (ER# 264472259)
An exception no longer occurs in logs when the Disposition Code value is not an integer. (ER# 263983841)
Cross-site scripting (XSS) vulnerabilities in the login windows for credentials and change language fields have been removed. (ER# 263652917)
Genesys Desktop supports Apache 2.2.14 and higher. The Genesys Desktop 7.6 Deployment Guide no longer erroneously states that Genesys Desktop supports Apache 2.2.4. (ER# 263638447)
Since version 7.6.302.xx, Genesys Desktop also supports IBM JDK 1.6. The Genesys Desktop 7.6 Deployment Guide no longer erroneously states that Genesys Desktop supports only IBM JDK 1.4.1, 1.4.2, or 1.5. (ER# 263638445)
Memory usage has been improved when Genesys Desktop is running as a Windows Service. (ER# 262356321)
Genesys Desktop is now correctly handled by the Management Layer when it is running as a Windows Service. (ER# 262172169)
Genesys Desktop no longer freezes due to a deadlock when network issues cause Stat Server to disconnect from Genesys Desktop. (ER# 259892393)
Agent Corrections and Modifications
Agent: Chat messages now display correctly. Previously, agent messages might have been repeated in the Chat Interaction window — especially if the agent was using auto-spelling check. (ER# 267861017)
Agent: During Spelling Check, clicking on a correction word from the list of suggestions now causes the Suggestions radio button to be selected automatically. This update also affects selections in the inbound e-mail transfer, voice transfer, voice conference, and Forward panels. (ER# 266388009)
Agent: An Error 500 no longer occurs in the Campaign tab when the Outbound campaign interaction is in ASM mode. (ER# 265966061)
Agent: Multiple notifications are no longer sent to an agent for Workbin group-related events. Previously, a number of notifications that was equal to the number of logged in agents, was sent to the target agent. (ER# 265576682)
Agent: The value-type<n> option has been added to the statistic section. It specifies whether the status or counter statistic is displayed for agent status. This option now enables the CurrentAgentState statistic to be displayed properly. Previously, the display value was always 0. (ER# 265290066)
Agent: An Error 500 no longer occurs when you search for external resources by the description attribute. (ER# 265070271)
Agent: In Predictive mode, the Outbound campaign interaction is now correctly displayed when the Target value or the Optimize parameter are updated. Previously, the Campaign Status was displayed as Unknown, and the Reschedule tab was not available. (ER# 264396904)
Agent: When Standard Responses are inserted into an interaction, the text is now formatted according to what is specified by the default-font-size and default-font-style options, or what formatting has been set by the agent at the insertion point. For signatures, the text is now formatted according to what is specified by the default-font-size and default-font-style options. (ER# 264279739)
Agent: You can now configure spelling check to be case-sensitive by using the enable-case-sensitive option in the spell-check-options section. (ER# 263571115)
Agent: Auto-Suggest responses are now correctly highlighted when an agent is handling an interaction, whether the response is suggested by a routing strategy or manually. (ER# 263089039)
Agent: User Events have been extended to Outbound campaign interactions by including the ConnID to make user events available to Genesys Call Concentrator. (ER# 262766130)
Agent: The subject of the Standard Response can now be set as the subject of the e-mail when a standard response is inserted into an outbound e-mail by using the include-standard-response-subject-on-insert option of the email section. (ER# 262704983)
Agent: The Open Media window is no longer displayed when the agent opens the Outbound Preview interaction window and the campaign is unloaded. (ER# 262249173)
Agent: The Title Business Attribute can now be used in contact searches. The Title Business Attribute can now be added to the displayed-attributes, directory-displayed-columns, and directory-search-attributes options, and the is-searchable and is-sortable values can be set to true in Configuration Manager. (ER# 261316122)
Agent: Genesys Desktop can now be configured to populate the From field of outbound e-mail interactions based on the Mailbox field. Use the new email-use-mailbox-on-reply option in the multimedia section to specify the behavior. (ER# 260084036)
Agent: The Chat Icon color progression now functions correctly. Previously, when multiple Chat interactions were open, sometimes the color did not return to grey when a contact message was received. (ER# 259468811)
Agent: The Set Active Record button in the Outbound panel now functions if the outbound\enable-chain-75api option is set to false. (ER# 257162280)
Note: Set the option outbound\enable-chain-75api to true unless you are using a pre-7.5 Outbound API. Refer to Genesys Desktop 7.6 Deployment Guide for more information on setting and using this option.
Agent: The following three configuration options have been added to the email section to enable you to configure the font sizes that are available in the Font Size menu for outbound e-mail interactions:
font-sizes
font-unit
font-unit-based
(ER# 256779376)
Agent: Agents can now login to a DN that was disabled and then enabled in the Configuration Layer if the agent was logged in when a DN was disabled. (ER# 253740867)
Supervisor Corrections and Modifications
Supervisor: If there is no Default Threshold Template set for a particular object, the correct warning is now displayed when you assign Use Default Template to the object by using the Details pane. (ER# 265660800)
Supervisor: The Status Summary for a SIP Monitoring Session now displays the agent username and employee ID. (ER# 265057283)
Supervisor: The agent icon in the quick dashboard now displays correctly when the agent's call is on hold. (ER# 264995656)
Supervisor: Workbins that are created with names that contain cross-site scripting (XSS) no longer result in the script running. (ER# 264671251)
Supervisor: Threshold Templates that are created with field names that contain cross-site scripting (XSS) no longer result in the script running. (ER# 264520712)
Supervisor: In the Supervisor Work Area All Agents view, you can now delete the first agent in the list. Previously, the first agent could not be deleted in some scenarios. (ER# 264309683)
Supervisor: A new Threshold Template is no longer created when you attempt to edit an existing Threshold Template. (ER# 264060010)
Supervisor: Under- and over-target thresholds that use time values are now correctly validated when you create a new Threshold Template. (ER# 264060001)
Supervisor: The Find function now verifies whether the integer input value is valid for the input field. (ER# 263891265)
Supervisor: In the Properties tab of an agent, after you attempt to remove the skill from the agent, the removed skills are no longer present in the list of skills. (ER# 263890951)
Supervisor: In the Agent Group view, if a selected agent does not have any skills assigned, the skills field in the Summary tab no longer contains the characters instead of being blank. (ER# 263665273)
Supervisor: Statistics now display correctly. Previously, the value N/A might have been displayed for some statistics. (ER# 263544332)
Supervisor: The order in which the Attachments, Property, and Details tabs are displayed no longer changes when different queues are selected in the interaction view. Now, the order of the tabs (Attachments, Property, and Details) is not rearranged during Interaction view navigation.
(ER# 263095266)
Supervisor: Existing threshold templates that you have edited are no longer removed when a new conditional threshold template is created. (ER# 262718193)
Supervisor: Clicking on links in the body of an e-mail now opens a new browser window. (ER# 262705032)
Supervisor: Plain text e-mails are now displayed correctly in the Details tab. (ER# 262542997)
Supervisor: The drop-down list in the Create Conditional Threshold window now displays correctly. (ER# 262268498)
Supervisor: You can now create or edit Statistics types correctly from the Statistics wizard. (ER# 262268327)
Supervisor: Action Code names that were created in one tenant and used in another tenant are now displayed correctly. (ER# 262175790)
Supervisor: In the All Place view, capacity rules are now assigned correctly when a supervisor assigns a capacity rule to a Place that previously did not have a capacity rule set. (ER# 261572571)
Supervisor: Genesys Supervisor Desktop is no longer vulnerable to Skill names in the Conditional Threshold Wizard that contain cross-site scripting (XSS). (ER# 261446303)
Supervisor: The New Conditional Threshold button now works correctly. (ER# 261389481)
Supervisor: The Skills column in the Threshold Template now displays new skills correctly. Previously, the following text was displayed: . (ER# 260683427)
Supervisor: Genesys Supervisor Desktop now handles Action Codes of any type. Previously, only Action Codes of type integer were handled. (ER# 260460593)
Supervisor: For Safari 4 users on Macintosh OS X, an error notification is now displayed if any of the following characters are used in the name of an Action Template in the Action Template Wizard: \ / : * ? " < > | (ER# 259693850)
Supervisor: For Safari 4 users on Macintosh OS X, Genesys Supervisor Desktop now displays correctly after you delete a View Profile Template. (ER# 259693841)
Supervisor: The Skill field is now updated in the Summary tab during navigation through the list of agents. (ER# 259521105)
Supervisor: The Find dialog box and the Filter dialog box no longer display as blank if the name of an agent contains cross-site scripting (XSS). (ER# 259101036)
Supervisor: The maximum value that is permitted for Skill level is now the same on Genesys Supervisor Desktop as it is in Configuration Manager. (ER# 259012131)
Supervisor: The Reason Code is no longer displayed as being empty when an agent missed an interaction. (ER# 258643825)
Supervisor: The OK button is no longer enabled in the Media List Wizard if the Name field is blank. (ER# 255874211)
Supervisor: The Show details only option no longer always displays the details for the first interaction in the All Interactions, no matter which interaction is selected in the All Interactions view. (ER# 253899166)
Supervisor: Supervisors that were silently monitoring a call are no longer displayed as participants when the call is transferred to another agent. (ER# 253893327)
Supervisor: The correct Threshold Templates are now assigned to a Virtual Routing Point in Routing Point groups. (ER# 253239949)
Supervisor: SIP monitoring is no longer displayed as available to supervisors during a Chat monitoring session if the supervisor is not logged in to a SIP media channel. (ER# 250069925)
Supervisor: If a supervisor ends a SIP IM monitoring session before a monitored call ends, then initiates a new monitoring session, the supervisor can now see the messages that she or he sends. (ER# 248226525)
Supervisor: Supervisor privileges are now correctly assigned when an agent with Supervisor privileges is recreated (deleted, then created again). (ER# 246835575)
Supervisor: An error message that describes the nature of a problem is now displayed if a supervisor attempts to move an interaction to a workbin and a problem occurs. Previously, HTTP 500 Error was displayed, but no explanation was provided. (ER# 230422701)
Supervisor: Genesys Supervisor Desktop has increased security against cross-site request forgery (CSRF) by improving the verification of server requests. (ER# 228699191)
Supervisor: For macros that were created by a supervisor, Java Script is no longer displayed in the title bar of dialog boxes that are displayed when the macro is executed. (ER# 227667581)
Supervisor: The following shortcuts for all types of chat monitoring have been added:
Silent monitoring: Ctrl+Shift+C
Whisper Coaching: Ctrl+Shift+V
Barge-in: Ctrl+Shift+G
(ER# 222131095)
Supervisor: An error notification is now displayed if any of the following characters are used in the name of an Agent Group in the Basic Filter panel: \ / : * ? " < > | (ER# 212861793)
Supported Operating Systems
New in This Release
Corrections and Modifications
This is a hot fix for this product. This release contains the following new feature or functionality.
Linux OS support was added to this hot fix (02/09/11).
This release also includes the following corrections and modifications:
Agent: The Ready/Not Ready menu no longer opens automatically when an agent receives an interaction immediately after using this menu to change agent state. (ER# 266828411)
Agent: Genesys Desktop now starts only one voice interaction if an agent uses the Speed Dial or Re-dial menu options to initiate a voice interaction. (ER# 266755531)
Agent: Agents that are logged in and are handling e-mail, inbound voice interactions, or internal calls, are no longer displayed as being logged out in the Transfer window. (ER# 266723361, 263610561)
Supported Operating Systems
New in This Release
Corrections and Modifications
There are no restrictions for this release. This section describes new features that were introduced in this release of Genesys Desktop.
Compatibility and support for Genesys eServices 8.0.2.
There are no corrections and modifications for this release of Genesys Desktop.
Supported Operating Systems
New in This Release
Corrections and Modifications
This is a hot fix for this product. This release does not contain new features or functionality.
This release also includes the following corrections and modifications:
Supervisor: Statistics now display correctly. Previously, the value N/A was displayed for some statistics. (ER# 263204994)
Supported Operating Systems
New in This Release
Corrections and Modifications
This is a hot fix for this product. This release does not contain new features or functionality.
This release also includes the following corrections and modifications:
The bandwidth of Universal Contact Server (UCS) requests has been improved for Genesys Desktop. This enhancement improves exchanges between Genesys Desktop and UCS by removing the generation of unnecessary information, which resulted in increased network traffic. (ER# 261892566)
The <disposition-code-mandatory> child tag has been added to Genesys Desktop customization. You can define the selection of disposition code as mandatory, prior to applying the new action by using this child tag, when you set up new actions. The Disposition Code feature is available for actions that are done in the following tags: interaction-secondary-controls and interaction-primary-controls. By default, the <disposition-code-mandatory> child tag mechanism is not applied, except for the following predefined actions that are associated with this mechanism:
- ACTION_MARK_DONE
- ACTION_STOP
- ACTION_SEND
The following constant has been added to the <interaction-information> tag: TAB_DISPOSITION_CODE. The TAB_DISPOSITION_CODE tab enables the display of the disposition code tab. This tab is displayed only when disposition codes are configured and available for the current interaction. This is the same behavior as standard interactions.
The Disposition Code mechanism is not taken into account for targets of type TARGET_POPUP. (ER# 260553358)
Two new configuration options have been added to the Genesys Desktop application to enable better handling of compound words during spelling check. Previously, for certain languages, such as German, which employ many compound words, the spelling check function sometimes made incorrect suggestions. (ER# 256934663)
Section:spell-check-options
Option Name:enable-compound-words
Default Value:deu,fin
Valid Values: A comma-separated list of language codes from the following list:dan,nld,usa,eng,fin,fra,deu,itn,nor,ptb,ptg,esp,sve,<language ID for custom dictionaries>
Changes Take Effect: Immediately.
Description: Enables the use of compound words in the Spelling Check function for the specified language(s). Where:
dan= Danishnld= Dutchusa= English (American)eng= English (International)fin= Finnishfra= Frenchdeu= Germanitn= Italiannor= Norwegian (Bokmal)ptb= Portuguese (Brazilian)ptg= Portuguese (Iberian)esp= Spanishsve= Swedish
Section:spell-check-options
Option Name:display-lexicon-suggestions-first
Default Value:false
Valid Values:true,false
Changes Take Effect: Immediately.
Description: Specifies whether compound words or dictionary words appear first in the list of spelling correction suggestions in the Spelling Check function. Where:
true—Specifies that suggestions for dictionary words are displayed before suggestions for compound words in the correction suggestions list.false—Specifies that suggestions for compound words are displayed before suggestions for dictionary words in the correction suggestions list.
Supported Operating Systems
New in This Release
Corrections and Modifications
There are no restrictions for this release. This section describes new features that were introduced in this release of Genesys Desktop.
Xenapp 5 Support on Windows 2003
JDK 1.6 support
A new option has been added to the spell-check-options section of the Agent Annex that enables you to define the default language for Spell Checking for all agents.
Section:spell-check-options
Option Name:spell-language
Default Value:eng
Valid Values:dan,nld,usa,eng,fin,fra,deu,itn,nor,ptb,ptg,esp,sve,<language id for custom dictionaries>
Changes Take Effect: Immediately.
Description: Enables you to define the default language for Spell Checking for all agents. Where:
dan= Danishnld= Dutchusa= English (American)eng= English (International)fin= Finnishfra= Frenchdeu= Germanitn= Italiannor= Norwegian (Bokmal)ptb= Portuguese (Brazilian)ptg= Portuguese (Iberian)esp= Spanishsve= Swedish
This release also includes the following corrections and modifications:
Agent: Chat messages now display correctly. Previously, agent and contact messages might have become interleaved if individual messages extended over more than one line. (ER# 255575367)
Agent: When the voice section configuration option a4400-custom-substitute-mode is set to false, Genesys Desktop now displays the number (DN) of the agent's ACD Position during an internal call. Previously, during an internal call, each agent saw only the Extension number of the other agent. (ER# 255197560)
Agent: In Chat interactions, the word KEYBOARDING is no longer added to the agent's message when a pushed link is sent. Previously, the word KEYBOARDING appeared in the pasted text when an agent or a supervisor copied pushed link text from the Chat transcript. (ER# 254225609)
Agent: For agents that are searching for a transfer target, agents that are engaged in an inbound interaction are now correctly displayed as unavailable. (ER# 253995595)
Agent: Interaction panes no longer revert to their default size after an agent has resized an interaction pane. The new size and position of the interaction window is now stored as the default. (ER# 253747381)
Agent: Drag and drop of Standard Responses now works correctly. (ER# 253378855)
Agent: For users of the Rockwell Spectrum T-Server, agents can now directly transfer calls to agents that are logged in to a different instance of Genesys Desktop server. (ER# 250407372)
Agent: SIP Preview panel now displays the customer number in the New Call window. Previously, the panel displayed the routing point instead of the customer number in the New Call window. (ER# 250052846)
Agent: In the speed dial list, the scroll bar now progress when the agent moves up and down the list using keyboard navigation if there are a large number of entries. (ER# 249571891)
Agent: If an agent tries to retrieve a record from a non-preview campaign, the correct warning message is now displayed. (ER# 248339735)
Supervisor: In status labels, the term Call has been replaced by the term Interaction. For example, the Call Ringing notification is now the Interaction Ringing notification. (ER# 258608904)
Supervisor: Supervisors are now able to initiate Chat monitoring on agents that are logged in to a different instance of Genesys Desktop. (ER# 257480671)
Supervisor: Genesys Supervisor Desktop now displays all reason codes for all media as a comma-separated list in a list view. Previously, only reason codes for the voice channel were displayed in list view, whereas all reason codes were available in a detail view. (ER# 256176997)
Supervisor: Supervisors can now edit the value of custom fields of type timestamp for new interactions. (ER# 255439701)
Supervisor: In View Profile Templates, the New, Copy, and Edit buttons are now active when a view profile template is selected. (ER# 254786495)
Supervisor: The default value of the stat-threads option is now correct in the Genesys Desktop application template. The correct default value is 0. (ER# 254740099)
Supervisor: The default value of the default-filter-dialog option is now correct in the Genesys Desktop application template. The correct default value is basic. (ER# 254740060)
Supervisor: Supervisors now can edit values in the Column Width and Precision properties of objects, such as statistics, in the View Template Wizard. (ER# 253871268)
Supervisor: Supervisors can now edit the Time Profile criteria in the Edit Statistics Wizard. (ER# 253871176)
Supervisor: The default-filter-dialog option in the supervisor section now functions correctly. Previously, if this option was set to the value advanced, the Basic Search dialog box was displayed instead of the Advanced Search dialog box when a supervisor selected Find from the Action menu. (ER# 253321559)
Supervisor: Supervisors can now add (or update) the Skill criteria to advanced searches of the list of agents. (ER# 253321553)
Supervisor: Supervisors can no longer initiate Chat monitoring for agents that are not logged in to the Chat media. (ER# 250799566)
Supervisor: Genesys Supervisor Desktop functionality can no longer be affected if a supervisor uses a Skill that has cross-site scripting (XSS) as part of its name. (ER# 246770029)
Supervisor: Genesys Supervisor Desktop no longer generates Stack overflow and Out of Memory errors when a supervisor opens the Attachment tab or Details pane on an interaction and then presses keys on the keyboard. (ER# 244674831)
Supervisor: A NullPointer exception no longer occurs if two or more supervisors manage agent skill levels using different browsers. Previously, the Apple Safari browser would close unexpectedly if a second supervisor who was using the Microsoft Internet Explorer 7 browser modified the same agents that the first agent was viewing with the Safari browser. (ER# 242812281)
Supervisor: Genesys Supervisor Desktop no longer generates a ConfigErrorException error when a supervisor attempts to create an agent that has an existing User Name or/and Employee ID. Now, the following error message is displayed: An error occurred attempting to update the Agent. Possible uniqueness conflict. Previously, the following error message was displayed: An unexpected error has occurred: person create failed. (ER# 241914903)
Supervisor: A number of improvements have been added to prevent NullPointerException errors. (ER# 241186861)
Supervisor: Genesys Supervisor Desktop is no longer vulnerable to interactions that contain XML-like attached data or cross-site scripting (XSS). (ER# 242706924, 233720339)
Supported Operating Systems
New in This Release
Corrections and Modifications
There are no restrictions for this release. This release does not contain new features or functionality.
This release also includes the following corrections and modifications:
Genesys Desktop now works correctly with Universal Contact Server 7.2. (ER# 254612896)
An erroneous note on page 66 of the Genesys Desktop 7.6 Deployment Guide stating that SIP Preview Protocol is not implemented in previous releases of Genesys Desktop has been removed. (ER# 251973367)
AIL stops generating thread dumps in the log if a time-out exception occurs. Previously, this thread dump generation might have consumed a large amount of memory. (ER# 251550787)
The Genesys Desktop 7.6 Deployment Guide now specifies the correct value for the default value of the phone-number-expression option in the default section. (ER# 251384219)
Agent: A new configuration option has been added to the disposition-code section to enable you to specify whether the AttributeConnID attribute is set in the disposition code user event that is generated when the agent marks done a voice interaction. (ER# 255321381)
Section:disposition-code
Option Name:use-conn-id
Default Value:true
Valid Values:true,false
Changes Take Effect: At the next interaction.
Description: Enables you to specify whether theAttributeConnIDattribute is set in the disposition code user event that is generated when the agent marks done a voice interaction. When this option is set totrue, the connection ID is attached to the user event. For more information, refer to Business Logic under Configuring the Disposition Code in the Genesys Desktop 7.6 Deployment Guide.
Agent: The single-step transfer action is now available on the Rockwell Spectrum switch. Previously, this action was disabled for this switch. (ER# 255386349)
Agent: After agents press Shift+Enter in the chat message interface, a soft return is now entered into the message correctly. Previously, if an agent pressed Shift+Enter, the message that they were entering was erased. (ER# 255081886)
Agent: When an agent replies to an e-mail, the sub-type of interaction is now set correctly as an OutboundReply interaction. Previously, the sub-type was set as OutboundNew. (ER# 254872685)
Agent: The User is typing notification now works correctly if you are using Multimedia Solution 7.6.1. Refer to the Genesys Desktop 7.6 Deployment Guide for information on setting the show-message-treat-as-system option in the chat section to support this functionality. (ER# 252051609)
Agent: Voice Interaction attached data are now correctly displayed in the history of a contact. Previously these attached data were not displayed in the history of a contact, even though the attached data were properly saved in Universal Contact Server. (ER# 251333694, 252894859)
Agent: Attachments that are related to HTML e-mails that have a BASE tag present in the e-mail can now be accessed. Previously, it was not possible to view or download these attachments. (ER# 250434681)
Supervisor: The Name column in the supervisor work area is now displayed with the correct width. When a supervisor resizes the column, the column width is remembered the next time that the supervisor logs in. (ER# 254668142)
Supervisor: Newly created supervisor persons can now access Agent Groups immediately without restarting Genesys Supervisor Desktop. Existing supervisors can now access Access Groups, without restarting Genesys Supervisor Desktop, immediately after the Access Groups have been reassigned. (ER# 255408014)
Supervisor: The file tllib.jar is now available to support virtual agent groups. The file is in the following location in your installation folder: webapps/gdesktop/WEB-INF/lib. (ER# 254166241)
Supervisor: Virtual agent groups are now supported. Virtual agent groups are defined by scripting. Scripts can specify conditions for skills and agent state, such as Logged-in. (ER# 253581521)
Supervisor: The interaction-show-workbins option has been added to the supervisor section to specify whether the All Interactions view includes items that have been moved to workbins. (ER# 252687237)
Section:supervisor
Option Name:interaction-show-workbins
Default Value:false
Valid Values:true,false
Changes Take Effect: At the next supervisor session.
Description: Enables you to specify whether theAll Interactionsview includes items that have been moved to workbins. If set totrue, theAll Interactionsview displays items that have been moved to workbins. If set tofalse, theAll Interactionsview does not display items that have been moved to workbins.
Supervisor: Tenant-level e-mail handling statistics are now correctly displayed in the Supervisor work area. (ER# 249452475)
Supervisor: In the Supervisor work area Agents list, the correct details are now shown for the selected agent after the view is refreshed. (ER# 249134606)
Supervisor: The any menu option is now correctly displayed in the Find and Filter panes for applicable search fields. (ER# 248700082)
Supervisor: The Manage Membership pane now functions correctly if you assign more than 200 Agent Groups to an Agent. (ER# 248287559)
Supervisor: Interaction custom fields of type timestamp now work properly. (ER# 247876049)
Supervisor: New objects are now available to other instances of Genesys Desktop. Previously, other instances of Genesys Desktop had to be restarted before new objects were available. (ER# 247242371)
Supervisor: Changes to Agent Groups and Virtual Agent Groups are now available immediately. Previously, Genesys Desktop had to be restarted before changes to Agent Groups and Virtual Agent Groups were available. (ER# 244658059)
Supervisor: The Supervisor Work Area is no longer blank while the dashboard is loading. (ER# 241699851)
Supervisor: The stat-reporting option has been added to the supervisor section for Genesys Supervisor Desktop 7.6.3. This option was previously available for only the 7.6.2 release. (ER# 240890463)
Section:supervisor
Option Name:stat-reporting
Default Value:debug;30
Valid Values:<log-level>;<refresh-rate>
Changes Take Effect: Immediately.
Description: The first component of the value is<log-level>. The log-levels are debug, info, warn, and fatal. The second component of the value is<refresh-rate>. The refresh-rate is the interval, in minutes, between report dumps.
Supported Operating Systems
New in This Release
Corrections and Modifications
There are no restrictions for this release. This section describes new features that were introduced in the initial 7.6.3 release of Genesys Desktop.
Web Chat:
Rebranding toolkit
Custom column exposure for workbin
Configuration options that enable the display of all timestamps in local agent time.
Compatibility upgrades:
Support has been added for the following servers:
Support has been added for the following platforms:
Agent: SMS:
Agent: Web Callback:
Agent: MMS:
Agent: Surveys:
Agent: Outbound:
Agent: IM:
Agent: SIP preview
New in this Release: Supervisor
Supervisor: Specify whether the basic or advanced search is the default view for the Find and Filter panes. If you have a large configuration, you might prefer to have the advanced search as the default view because the basic search might take a long time to load the drop-down lists due to a large number of entries.
Supervisor: Supervisors can now have sorting and filtering settings saved automatically. This feature is enabled by using the auto-save-filter option. (ER# 86725)
Supervisor: StatProfile.cfg statistic types are now consistent with those used by CCPulse+.
Supervisor: Keyboard shortcuts can be used to close dialog boxes.
Supervisor: Display HTML formatted e-mails correctly. Previously, HTML e-mail was displayed as plain text.
Supervisor: Improved performance of Statistics for large environments.
Supervisor: New API for reporting alarms.
Supervisor: Quick access to the Threshold Template wizard.
Supervisor: Custom views can now display the folder field of the Configuration Layer.
Supervisor: Administrator permissions can now be assigned to an agent.
Supervisor: Alarms for a resource are filtered (displayed) according to the permissions specified for the resource. That is, alarms will be visible only to those persons who can see the corresponding resource.
This release includes the following corrections and modifications that were made between Release 7.6.1 or earlier releases and the initial 7.6.2 release:
General Corrections and Modifications
A potential cross-site scripting (XSS) security vulnerability for Tomcat has been resolved. (ER# 240676947)
Genesys Desktop logs no longer contain unencrypted passwords of agents and supervisors. Previously, if an error occurred at login, such as no available licenses, the username and unencrypted password of the agent or supervisor were recorded in the logs. (ER# 238986759)
The correct error message is now displayed to agents when the Configuration Server is down. Previously, the following message was displayed: Login Failed User login or password incorrect. (ER# 226143726)
A security vulnerability with JavaScript access to cookies has been removed by enabling administrators to configured the HTTP only mode to manage the JSESSIONID. Update the file [GD_Path_Install]/conf/Catalina/localhost/gdesktop.xml by adding the following line: <Context useHttpOnly=�true�></Context>. (ER# 225507048)
Agents must now have permission to log in to Genesys Desktop Administrator. In the security section of the agent annex, the value of the Administrator option should be set to 1 to enable access to Genesys Desktop Administrator or to 0 to disable access to Genesys Desktop Administrator. (ER# 224751957)
The interaction between Genesys Desktop and the Local Control Agent (LCA) during initialization has been improved. (ER# 182679348)
Agent Corrections and Modifications
Agent: Agents are now correctly displayed as being ready during a call transfer on the Rockwell Spectrum switch. Previously, the list of available transfer targets was displayed as empty even when agents were logged in and had their status set to Ready. (ER# 250286811)
Agent: A Stack Overflow error no longer occurs when an agent completes a transfer. (ER# 249716320)
Agent: Agents can now mark an interaction as done after a request to join a chat session fails. (ER# 248539999)
Agent: The ERROR 500 pages are no longer displayed when agents try to retrieve e-mails. (ER# 247338793)
Agent: The Send and End buttons are no longer disabled when spell check and standard response are used for a chat message. (ER# 246625764)
Agent: The disposition\is-mandatory=true option is now taken into account under the following conditions:
Mark Done without first connecting to the call.
Mark Done after connecting to the call.
Previously, if disposition codes were set as mandatory and an agent clicked Mark Done, the disposition\is-mandatory=true option was ignored. For outgoing voice calls, the disposition\is-mandatory=true option is considered when the interaction state changes to RELEASE after the agent clicks Mark Done. (ER# 246501851)
Agent: The ERROR 500 pages are no longer displayed when agents try to update the e-mail address of a contact on a new inbound e-mail, then clicks Reply. (ER# 246054982)
Agent: E-mails that contain iFrames no longer cause Microsoft Internet Explorer to display the message: Are you sure you want to navigate away from this page? (ER# 245660564)
Agent: The local date format is now used for user data. (ER# 245561751)
Agent: Genesys Agent Desktop now properly sets the IsSpam custom interaction attribute as an Integer. Previously, this attribute was set as a String. (ER# 244992590)
Agent: When the agent clicks Reply, the To and From addresses are now correctly updated in the reply pane. (ER# 241981441)
Agent: The spelling of the word "dropped" is now correct in the Call Result field. Previously, the word was incorrectly spelled as "droppped". (ER# 241967853)
Agent: Agents are no longer unexpectedly disconnected from a Chat session. (ER# 241727057)
Agent: Agents can now select and copy text from the phone number field. Agents can double-click to select and use Ctrl+C to copy from the phone number field. (ER# 240921119)
Agent: When a personal callback is scheduled, the agent is now notified. (ER# 240416371)
Agent: If an agent associates an anonymous call with a known contact, then puts the call on hold and retrieves it again, the new identity of the caller is now retained. (ER# 238940119)
Agent: System messages from Web API, such as user is typing, are now identified as system messages in the Chat interface. Previously, system messages appeared as if they were being sent by the contact. (ER# 238261212)
Agent: Agents now accept Chat session requests from Interaction Server before joining the Chat session. Previously, some configurations allowed Genesys Desktop to join the Chat session before the agent. In that scenario, agents were unable to close Chat sessions properly which resulted in the same session being submitted to another agent. (ER# 236891532)
Agent: Genesys Desktop can now display a large number of entries in the speed dial list. Scroll bars are displayed if the length of the speed dial list exceeds the window size. (ER# 236834299)
Agent: Agent DNs are now correctly unregistered after agent logout. (ER# 236814400)
Agent: Agents are now correctly notified if a campaign was loaded prior to the agent login. (ER# 236533818)
Agent: Timestamps for Chat transcripts in the Contact History are now converted to the local time of the agent or the server. Previously, the timestamps were displayed using UTC. (ER# 236403260)
Agent: Agents that are not part of an Outbound campaign are now prevented from sending requests to Outbound Contact Server. Previously, if an Outbound campaign call was transferred to an agent that was not part of the campaign, the target agent could send requests to Outbound Contact Server; however, Outbound Contact Server was not able to process them. (ER# 236310074)
Note: Set the option outbound\enable-chain-75api to true to enable this functionality.
Agent: Formatting of standard responses is now retained when a response is inserted into the body of an e-mail. (ER# 235436810)
Agent: The ERROR 500 pages are no longer displayed when agents try to mark push preview interactions as done. (ER# 232409925)
Agent: A security vulnerability that involved inserting URLs into various Genesys Agent Desktop fields has been removed. (ER# 232356579)
Agent: A security vulnerability that involved inserting URLs into search fields has been removed. (ER# 231104451)
Agent: For agents that have the disposition\is-mandatory=true option set, the interface controls are now active after agents reply to an e-mail and selects a disposition code. (ER# 230615561)
Agent: When Genesys Desktop server shuts down, the SESSION_STOP interceptor event is now correctly sent for agents that are logged in. (ER# 229451684)
Agent: The file names of attachments are now correctly maintained during save operations. (ER# 227941804)
Agent: It is now possible to limit the length of Instant Message (IM) messages. (ER# 227291090)
Agent: The font of a new e-mail no longer changes during e-mail composition and editing. (ER# 225624853)
Agent: Input fields are now correctly validated in order to remove any security vulnerabilities. (ER# 223335868)
Agent: The userName tag is now exposed for the tabs tag. This enables tabs to be customized with the name of the agent. (ER# 221307836)
Supervisor Corrections and Modifications
Supervisor: Genesys Supervisor Desktop is no longer vulnerable to interactions that contain XML-like attached data or cross-site scripting (XSS). (ER# 242706924, 233720339)
Supervisor: For Solaris 10 with WebSphere Application Server 6.0, a JSP Processing Error: HTTP Error Code: 500 no longer occurs during the compiling of JSP files. (ER# 242090055)
Supervisor: For the silent-monitor-mode option, the only valid values are mute and normal. All other values are treated as mute. Previously, the additional valid values coach and connect were available. (ER# 227246681)
Supervisor: Dashboard icons are now displayed correctly by the Apple Safari browser. (ER# 207875191)
Supported Operating Systems
New in This Release
Corrections and Modifications
This is a hot fix for this product. This release does not contain new features or functionality.
This release also includes the following corrections and modifications:
Supervisor: The interaction-show-workbins option has been added to the supervisor section to enable you to specify whether the All Interactions view includes items that have been moved to workbins. (ER# 253513221)
Section:supervisor
Option Name:interaction-show-workbins
Default Value:false
Valid Values:
true—Specifies that theAll Interactionsview displays items that have been moved to workbins.false—Specifies that theAll Interactionsview does not display items that have been moved to workbins.
Supported Operating Systems
New in This Release
Corrections and Modifications
This is a hot fix for this product. This release does not contain new features or functionality.
This release also includes the following corrections and modifications:
Agent: A synchronization issue that was related to updates from the Genesys Agent Scripting of Outbound custom fields has been resolved. Previously, Genesys Agent Desktop did not take into account updates from Genesys Agent Scripting. (ER# 245822474)
Supported Operating Systems
New in This Release
Corrections and Modifications
This is a hot fix for this product. This release does not contain new features or functionality.
This release also includes the following corrections and modifications:
Agent: For Outbound campaign interaction previews, the disposition\is-mandatory=true option is now taken into account under the following conditions:
Mark Done without first connecting to the call.
Mark Done after connecting to the call.
Previously, if disposition codes were set as mandatory and an agent clicked Mark Done, the disposition\is-mandatory=true option was ignored. This fix does not apply to Push Preview campaign calls.
For outgoing voice calls, the disposition\is-mandatory=true option is considered when the interaction state changes to RELEASE after the agent clicks Mark Done. (ER# 246054814)
Supported Operating Systems
New in This Release
Corrections and Modifications
This is a hot fix for this product. This release does not contain new features or functionality.
This release also includes the following corrections and modifications:
Supervisor: An issue in which SIP monitoring was not fully cancelled in One Call mode has been resolved. Previously, SIP monitoring was cancelled automatically after a monitored call ended, but, in One Call mode, the Monitoring Session icon was not removed from the interface. If a supervisor attempted to use the Cancel Monitoring Session option, the supervisor received an error message. (ER# 244367778)
Agent: A slowness issue related to duplication of contact attributes has been resolved for the Last Routed Agent feature. Previously, Genesys Agent Desktop would temporarily use an excess of system resources and appear to become unresponsive. (ER# 244086134)
Supervisor: Genesys Supervisor Desktop can now initiate a SIP Monitoring session for agents that log out then log in on the same or different DN. Previously, there was an intermittent SIP Monitoring initiation issue for certain scenarios with repetitive logins. (ER# 241939230)
Agent: Genesys Desktop no longer freezes if an agent schedules a callback during an outbound campaign. Previously, if an agent rescheduled an outbound campaign call, Genesys Desktop became unresponsive and had to be relaunched. (ER# 233593020)
Supported Operating Systems
New in This Release
Corrections and Modifications
This is a hot fix for this product. This release does not contain new features or functionality.
This release also includes the following corrections and modifications:
Genesys Desktop logs no longer contain unencrypted passwords of agents and supervisors. Previously, if an error occurred at login, such as no available licenses, the user name and unencrypted password of the agent or supervisor were recorded in the logs. (ER# 242695694)
Supervisor: The handling of statistics and threshold notification has been improved to reduce the usage of memory. (ER# 242606401)
Supervisor: Genesys Supervisor Desktop no longer makes an explicit call to Full Garbage Collector when a supervisor logs out. Previously, the explicit call to Full Garbage Collector could have resulted in the Full Garbage Collector running twice. (ER# 242516367)
Supervisor: A new optional component has been added to Genesys Supervisor Desktop to prevent Genesys Supervisor Desktop from disconnecting from Statistic Server if the statistic-handling rate inside Genesys Supervisor Desktop is too slow. The new component uses the queue to handle statistics events. Use the supervisor\stat-event-queue option to control the use of the queue for statistics events. (ER# 242487944)
Section:supervisor
Option Name:stat-event-queue
Default Value:noqueue
Valid Values:
"—Specifies that the statistics queue is enabled. All statistic events are handled.noqueue—Specifies that the statistics queue is disabled and all statistic events are handled without a separate queue. The statistics remain available. This value is used when thestat-event-queueoption is absent.cs=true;s=x—Specifies that statistic events that are held in the statistics queue are cut if the number of statistic events in queue exceeds the specified quantity. The parameterxrepresents the cut-off size of the queue. For example, if the valuecs=true;s=1000is specified, no more than 1000 statistics events are allowed in the statistics queue. Additional statistics events are rejected by the queue. The rejected events are not handled. This setting is useful to prevent the overflow of the statistic queue when the quantity of statistic events is large.ct=true;t=y—Specifies that statistic events that are held in the statistics queue are cut if they have been in the queue for an interval that exceeds the value that is specified by thet=yparameter, if the notification mode of the statistic is time-based. For example, if the valuect=true;t=2is specified, all statistics that employ time-based notification mode and that have been in the statistics event queue for more than 2 seconds are removed from the queue. The removed events are not handled. Statistics that employ change-based notification mode remain in the queue.The
ctandcsparameters can be combined. If you specify the valuecs=true;s=10000;ct=true;t=5;then the maximum size of the statistics queue is 10000 events; none of the events that employ time-based notification mode can remain in the queue for more than 5 seconds. Use the;(semi-colon) character to separate parameters.
Supervisor: A deadlock no longer occurs if one supervisor views the list of agents that are assigned to a skill while a second supervisor removes this skill from some of the agents. (ER# 241930735)
Supervisor: A deadlock no longer occurs if one supervisor views the list of agents that are assigned to a skill while a second supervisor applies a filter to this skill. (ER# 241930705)
Supervisor: An intermittent deadlock issue that occurred during the logout of a supervisor has been corrected. (ER# 241930663)
Supervisor: The Genesys Supervisor Desktop no longer appears to freeze if a supervisor views attached data that contains XML tags. The tags are now displayed correctly. (ER# 241659931)
Supervisor: The value N/A is no longer displayed in place of statistics after Genesys Supervisor Desktop is restarted. Previously, Genesys Supervisor Desktop might not have initialized the reading of statistics correctly. (ER# 240659763)
Agent: Agents can now log into Genesys Agent Desktop after they have logged into the Aspect switch manually from their hard phone. Previously, agents had to log into Genesys Agent Desktop before logging in to the Aspect switch with their hard phone. (ER# 240483487)
Supported Operating Systems
New in This Release
Corrections and Modifications
This is a hot fix for this product. This release does not contain new features or functionality.
This release also includes the following corrections and modifications:
Inbound interactions or transferred interactions that contain the \0 character in attached data no longer result in a disconnection for the receiving agent. (ER# 240957421)
For Firefox 1.5 and Firefox 2.0 users, clicking on a button that is in a disabled state no longer causes a JavaScript error. (ER# 239637747)
Note: Support for Firefox 1.5 was discontinued as of Genesys Desktop 7.6.100.19.
Supported Operating Systems
New in This Release
Corrections and Modifications
This is a hot fix for this product. This release does not contain new features or functionality. This hot fix is a synthesis of Genesys Desktop 7.6.202.12 and 7.6.204.02. Modifications to this software component in later software versions are not supported in this hot fix version.
This release also includes the following corrections and modifications:
Supervisor: Locking of statistics handling during simultaneous execution of Genesys Supervisor Desktop configuration commands, such as Assign Skills, has been removed. Previously, statistics handling might become locked while the Genesys Supervisor Desktop configuration commands were executed. (ER# 241239483)
Supervisor: Certain thresholds, including statuses and other statistics, no longer include AgentReason statistics. Previously, AgentReason statistics were unnecessarily included in some thresholds. The performance of Genesys Supervisor Desktop is improved as the application no longer receives unnecessary statistics. (ER# 241239480)
Supervisor: Expanded logging and metric capabilities are introduced to monitor the performance of statistics. (ER# 241239471)
Supported Operating Systems
New in This Release
Corrections and Modifications
This is a hot fix for this product. This release does not contain new features or functionality. This hot fix is based on Genesys Desktop 7.6.202.08. Modifications to this software component in later software versions are not supported in this hot fix version.
This release also includes the following corrections and modifications:
Supervisor: Expanded logging capabilities and the ability to generate a thread dump have been added to Genesys Supervisor Desktop to enable detailed tracking by generating a thread dump whenever an event exceeds a specified duration.
The following optional parameters have been added to the stat-reporting option in the supervisor section: thread-dump-limit=x and thread-dump-period=x, where x represents a value that you specify when you set these options. To disable these options, remove them from the supervisor section.
For example, setting the first parameter to thread-dump-limit=100 generates a thread dump if the duration that is required to handle an event exceeds 100 seconds. The default value disables thread dumping.
Setting the second parameter to thread-dump-period=5 specifies that the next thread dump will occur 5 minutes after the previous thread dump has occurred. The default value disables thread dumping. (ER# 240730581)
Supported Operating Systems
New in This Release
Corrections and Modifications
This is a hot fix for this product. This release does not contain new features or functionality.
This release also includes the following corrections and modifications:
Supervisor: Genesys Supervisor Desktop now correctly finds agents if the username is used as the search criteria. Previously, search results were not properly rendered to the interface so the wrong name was selected as the search result. (ER# 238161216)
Supervisor: Genesys Supervisor Desktop no longer generates a Uniqueness Violation conflict message if a supervisor attempts to change a skill or save the entire agent record of an agent whose skill level was previously set to 0 outside the current Genesys Supervisor Desktop instance. Previously, if this error was generated, the agent became uneditable. (ER# 237797303)
Supervisor: The sort order for the list of skills is now consistent in all menus and views in which the list of skills appear. (ER# 237142402)
Supported Operating Systems
New in This Release
Corrections and Modifications
This is a hot fix for this product. This release does not contain new features or functionality.
This release also includes the following corrections and modifications:
This release introduces a new configuration option that addresses an issue for customers who use Web Chat and have Genesys Desktop servers installed in a different time zone than where agents are working. Web Chat Timestamps can now be configured to be displayed in the time zone of the agent rather than the time zone of the server by using the use-server-time-zone option. Previously, when a Chat interaction arrived at the agent desktop, the timestamp on the interaction was that of the Server rather than of the agent. (ER# 234372839, 237274701)
Section:default
Option Name:use-server-time-zone
Default Value:true
Valid Values:true,falseIf this option is set to
false, the time zone of the agent is used for Chat interactions, the History list, Chat details in the History and Workbin, and the Notepad. All panels in Genesys Supervisor Desktop that display timestamps, display them in the time zone of the supervisor.If this option is set to
truethen the time zone of the server is used in all of the above instances.Note: For the Notepad, if the option is set to
false, a suffix that defines the offset of the timestamp from Greenwich Mean Time (GMT) is added to timestamps. For example:10/30/09 7:32:34 PM GMT+02:00. The offset is expressed in hours and minutes before (-) or after (+) GMT. In the above example, you can determine the timestamp in GMT by subtracting 2 hours from the timestamp.
Genesys Desktop server no longer becomes deadlocked during startup if a Supervisor or System Administrator concurrently modifies an object in the Configuration Layer, such as a Skill. Previously, a deadlock on the server could occur if one of the following Configuration Layer objects was modified during Genesys Desktop server start up:
(ER# 236651657)
Supported Operating Systems
New in This Release
Corrections and Modifications
This is a hot fix for this product. This release does not contain new features or functionality.
This release also includes the following corrections and modifications:
Genesys Desktop no longer freezes after a Supervisor clicks Mark Done to end monitoring. (ER# 234558981, 234579501)
Agent: Genesys Desktop no longer freezes after an Agent clicks Mark Done to end the voice call. (ER# 235613171, 236316252)
Agent: Genesys Agent Desktop (GAD) correctly displays only the Reconnect
button when an agent selects Two-step Transfer during a call, and the split-consult
option in the voice section is set to false. Previously in this
situation, GAD incorrectly displayed an additional button, which is used to
release the initial interaction. (ER# 235324777)
Agent: Genesys Desktop customizations that employ the getTrunk()
method from the InteractionVoice class now properly retrieve the
AttributeThisTrunk parameter. Previously, the AttributeThisTrunk
parameter was set to 0 unless the interaction was disconnected.
(ER# 235171731)
Agent: Genesys Desktop correctly handles the Alcatel OXE/4400 switch
Pre-assigned mode when an agent uses a Place previously used by
another agent. Previously, Genesys Desktop incorrectly handled this mode by
displaying an incorrect agent status; the only way to resolve the issue was
to restart Genesys Desktop server. (ER# 234579564)
Supported Operating Systems
New in This Release
Corrections and Modifications
This is a hot fix for this product. This release does not contain new features or functionality.
This release also includes the following corrections and modifications:
Agent: Genesys Agent Desktop (GAD) correctly displays only the Complete
Transfer and Complete Conference buttons when an agent selects Two-step Transfer
during a call, and the split-consult option in the voice section
is set to false. Previously in this situation, GAD incorrectly
displayed two additional buttons, which are used to initiate a transfer or a
conference. (ER# 232409747)
Agent: Genesys Desktop no longer accidentally reactivates a deactivated Agent DN, under any circumstances. (ER# 232106611)
Supported Operating Systems
New in This Release
Corrections and Modifications
This is a hot fix for this product. This release does not contain new features or functionality.
This release also includes the following corrections and modifications:
Supervisor: Interactions are now correctly displayed in the Supervisor
Work Area and Interaction Management is available if there is a connection to
Interaction Server. Previously, if the connection to Interaction Server was
set to a connection type other than Interaction Server (T-Server),
interactions were not displayed in the Supervisor Work Area and Interaction
Management was not available. (ER# 230975692)
Supervisor: Additions or deletions of object sets made in one instance
of Genesys Desktop server are now visible either immediately (if the option
supervisor-data-reloading is set to true) or after manual refresh
(if the options supervisor-data-reloading is set to false) in a
different instance of Genesys Desktop server, if both instances are connected
to the same Configuration Manager. Previously, object set changes made in one
instance were not visible in another, if the changes were made recursively in
Configuration Manager. (ER# 230612688)
Agent: The option multimedia\default-from-address now
works correctly if an agent forwards an Outbound e-mail from the History pane.
Previously, the first From e-mail address in the address list was
used instead of the e-mail address that was specified as the default From
address. (ER# 227291320)
Supported Operating Systems
New in This Release
Corrections and Modifications
There are no restrictions for this release. This section describes new features that were introduced in this release of Genesys Desktop.
This release also includes the following corrections and modifications:
Agent: The Connect button on an outgoing SIP call pane
is now correctly displayed and enabled even if there is no T-Server
section in the annex of the DN. Previously, if a SIP soft switch was in use,
the Connect button was not enabled if the T-Server
section was missing. (ER# 228606044)
Agent: The Disposition tab is now displayed correctly.
Previously, changing attached data during the reception of the interaction could
cause the tab to not be displayed. (ER# 227917412)
In the agent login window, the Submit button is now disabled
as soon as the agent clicks it. Previously, the Submit button was
not disabled after being clicked; if an agent clicked the button a second time
before login was complete, a pending session was created which resulted in a
memory leak. (ER# 226878430)
Also, if an agent presses the Submit button a second time, ERROR
500 is displayed in the Login window and login fails. The agent should
refresh the current page or return to the first login window.
Extensive updates to agent permissions or skills in the Configuration Layer no longer result in an AIL queue overflow and other problems. Previously, if extensive changes to agent permissions or skills were made while agents were logged in, an overload could occur in the AIL queue. (ER# 226878385)
Supported Operating Systems
New in This Release
Corrections and Modifications
This is a hot fix for this product. This release does not contain new features or functionality.
This release includes the following corrections and modifications:
Supervisor: A new option has been added to the Supervisor
section that turns the clearing of statistics off or on if Statistics Server
disconnects. Previously, the values of statistics were set to n/a
if Statistics Server became disconnected from Genesys Supervisor Desktop. (ER# 226553666)
Section:supervisor
Option Name:clear-stats-on-disconnect
Default Value:true
Valid Values:true,falseIf this option is set to
false, statistics are not set ton/aif Statistics Server becomes disconnected from Genesys Supervisor Desktop; the statistics will retain the last available values. If this option is set totrue, the values of statistics are set ton/aif Statistics Server becomes disconnected from Genesys Supervisor Desktop. Setting this option tofalsedecreases the time to handle a disconnection event from Statistics Server.
Supported Operating Systems
New in This Release
Corrections and Modifications
There are no restrictions for this release. This section describes new features that were introduced in this release of Genesys Desktop.
hideMenuBarItemByName(MENU_ITEM_EXIT);
User Event for a selected Disposition Code
now contains the Disposition Code and the attached data for the interaction.
By default this feature is disabled. To enable this feature, set the value
of the disposition-code/use-attached-data option to true.
(ER# 219256028) This release also includes the following corrections and modifications:
General Corrections and Modifications
Genesys Desktop no longer evaluates JavaScript code entered by agents in the text fields of the Login pane and the Voice interaction pane. Previously, JavaScript code entered in this way might have been evaluated, which could have caused cross-site scripting (XSS) issues, including unauthorized actions in Genesys Desktop. (ER# 224429546)
Genesys Desktop license management has been improved to ensure that media licenses are checked out only if the supervisor specifies a particular media at login. Previously, a media seat license was checked out upon supervisor login, even if the supervisor did not specify any media. For example, now if 5 licenses are available for media seats and 4 agents are logged in to the e-mail channel, then a supervisor logs in and selects voice channel only, the supervisor will no longer also be assigned a media seat license. (ER# 217411198)
The Genesys Desktop 7.6 Deployment Guide now recommends the correct
values for the T-Server option consult-user-data.
For more information about this option, refer to your T-Server Deployment Guide.
(ER# 214053021)
Agent Corrections and Modifications
Agent: The Next Page and Last Page buttons in the List of Transfer Targets pane of an inbound e-mail now work correctly. Previously, clicking these buttons had no effect. (ER# 226807947)
Agent: The Notepad now correctly records the transfer reason for both one- and two-step transfers. Previously, if an agent who had received a transfer, used a one-step transfer to transfer the call back to the first transferring agent, the Notepad lost all the information that was added, beginning with the first transfer. (ER# 226313642)
Agent: After an outbound campaign call is transferred, the display order of custom fields is now the same as the order that is defined in the Format list. (ER# 225378571)
Agent: A protection routine has been added to Genesys Desktop to prevent
Microsoft Internet Explorer from throwing a Stack Overflow error
while an agent is editing the e-mail address of a contact. (ER# 224904256)
Agent: The Cut and Copy buttons now work correctly on text in the body of an e-mail that has been selected by double-clicking. (ER# 224375680)
Agent: Error 500 is no longer displayed if the agent receives
an HTML formatted e-mail that contains pointers to an image with an unidentified
source file. (ER# 222895023)
Agent: For HTML formatted outgoing e-mails, the Bulleted List and Numbered List buttons now function correctly. Previously, the formatting was always applied to the first line of the e-mail rather than to the selected line(s). (ER# 222572628)
Agent: Genesys Desktop no longer displays duplicate entries for Transfer Route Points if a switch is configured to add its own access codes. (ER# 221662711)
Supervisor Corrections and Modifications
Supervisor: Changes made to agent skills in both the Configuration Layer and the Supervisor Desktop are now correctly synchronized. Previously, if more than one skill was changed in the Configuration Layer, the changes were not displayed in the Supervisor Desktop. If a supervisor subsequently added a skill to an agent, all the previous skills for the agent were deleted in the Configuration Layer. (ER# 226954042)
Supervisor: Unicode character sets now display correctly when used for Skill and Agent Group names. (ER# 226843451)
Supervisor: The name of the auto-save-filter on the Genesys
Supervisor Desktop template is now spelled correctly. Previously, Genesys Supervisor
Desktop repeatedly warned that the auto-save-filter could not be
found in application options. (ER# 223671445)
Supervisor: The Save button in the Properties tab of the Details pane for ACD Queues, Virtual Queues, Routing Queues, Routing Points, Virtual Route Points, DN Groups, Agent Groups, Places, Place Groups, and Routing Point Groups is now correctly disabled after changes to the properties have been saved. (ER# 222680662)
Supervisor: The Assign Skill/Level dialog box now correctly closes
after a supervisor clicks OK to assign a Skill and Level to an
agent or agent group. Previously, the dialog box did not close and Microsoft
Internet Explorer displayed an error message. (ER# 222439330)
Supervisor: Genesys Desktop now takes passwords set for Statistics for the Tenant. Previously, Genesys Desktop could not open Statistics if there was a Statistics password set on the Tenant. (ER# 222328559)
Supervisor: Genesys Supervisor Desktop now supports the display of Microsoft Outlook Express Saved Mail Message (.EML) attachments. Previously, this functionality was supported only by Genesys Agent Desktop. (ER# 222200837)
Supervisor: A minor issue involving the creation, deletion, and re-creation
of agents has been fixed. Previously, if a supervisor created an agent through
the Genesys Supervisor Desktop interface, then deleted the agent, then immediately
re-created the agent, the status of the re-created agent was displayed as n/a
until Genesys Desktop was restarted. (ER# 221605537)
Supervisor: Genesys Supervisor Desktop no longer uses statistics functionality
if the stat-enable option is set to false and no longer
uses threshold functionality if thresholds-enable is set to false.
As well, these options are automatically set to false if there
is no connection to Statistics Server. Previously, additional computer resources
were used in each of these cases. (ER# 221511971)
Supervisor: Genesys Supervisor Desktop now supports multi-site environments
with multiple T-Servers. Supervisors can now monitor calls on switches other
than the one to which they are registered. This functionality is supported by
the SIP Server option sip-server-inter-trunk on the trunk that
is used to transfer a call. This option modifies the distribution of information
in telephony events in a multi-site configuration. Set the value of the option
to true to enable the functionality. (ER# 221307882)
Note: Only SIP Server switches are supported for multi-site configurations; other switch types and T-Servers are not supported for multi-site configurations.
Supervisor: The interaction-equals-search option has been
added to the supervisor section to improve the performance of the
Basic Search function that is used by the Find and Filter dialog boxes. If this
option is set to true, queries to the database use the EQUALS
operator instead of the LIKE operator. The EQUALS
operator reduces the potential number of items returned by the query. The default
value is false. If interaction-equals-search is set
to true, use the Advanced Search function to return results that
use the LIKE operator. (ER# 220645511)
Supervisor: Genesys Supervisor Desktop now functions correctly if
many Supervisors are logged in concurrently. Previously, this situation could
occasionally lead to NullPointer and ConcurrentModification
exceptions. (ER# 220462131)
Supervisor: You can now assign skills to a selection of multiple agents
in all cases. Previously, if a supervisor selected agents individually instead
of as part of a group or a slice, then tried to assign a skill to the selected
agents, the skill was not assigned. This issue occurred most frequently in scenarios
where there was a significant network delay due to the distance between a supervisor
and the Genesys servers, or if one or more hosts were running slowly. In these
scenarios, a supervisor selected agents and clicked Assign before
the server had registered the selection. (ER# 220449444)
Supervisor: Genesys Supervisor Desktop no longer has memory usage issues following a restart of Statistics Server. (ER# 220344428)
Supervisor: Blended SIP Voice and Instant Messaging monitoring can now be correctly cancelled. (ER# 220291861)
Supervisor: Supervisors can now switch to Silent Monitoring from Barge-in Monitoring while monitoring Web Chat interactions. (ER# 220160663)
Supervisor: If a skill is created and then renamed in the Configuration Layer, the renamed skill can now be used correctly in the Supervisor Work Area. Previously, filtering agents based on a renamed skill returned an empty result. (ER# 219789071)
Supervisor: Monitoring of an agent that is logged in to a SIP channel
as a Supervisor no longer results in a NullPointerException. Monitoring
was not blocked and monitoring of Agents was not affected by this issue. (ER# 219263021)
Supervisor: You can now use the Use default threshold template
option to assign the default threshold template to a list of objects such as
a Queue Group. Previously, you had to explicitly assign the threshold template
that you had defined as the default. (ER# 219029086)
Supervisor: You can now change the name of Conditional Thresholds. Previously, the original name was retained after a supervisor tried to change the name in the Settings dialog box. (ER# 219029011)
Supervisor: You can now rename Quick Dashboard entries with a name that contains the colon character. Previously, if the original name of the Quick Dashboard entry contained a colon character, then only the portion of the name preceding the colon character was changed. (ER# 218893887)
Supervisor: You can now specify an object type when you create a new Threshold Template object. Previously, the only object type that was available was Agent. (ER# 218716070)
Supervisor: The keyboard shortcut to launch the Chat Monitoring
function now works correctly. (ER# 218539833)
Supervisor: In Interaction view, the Find and Filter
functions now work correctly if the Priority field is used. (ER# 218102805)
Supervisor: You can now change the view of the Supervisor Work Area before a move action or other bulk action is complete. Previously, if a Supervisor changed the view of the Supervisor Work Area while a large set of interactions was being moved from one queue to another, the move action stopped as soon as the Supervisor changed the view. (ER# 217848419)
Supervisor: In the Advanced Find dialog box, using the
Assigned field in a search now returns the correct results. (ER# 217558318)
Supervisor: Supervisors can now change the Wrap-Up time that has been
configured in the Genesys Configuration Layer for Agents if the Wrap-Up time
has been set to 0. Previously, if a Supervisor attempted to change
the Wrap-Up time for an Agent, an Unexpected exception message
was displayed, and the Wrap-Up time was set to the value n/a. (ER# 217513726)
Supervisor: The Advanced Sort function, with some fields for both Customer Segments and Service Types, no longer returns an empty list. (ER# 217455256)
Supervisor: It is now possible to use the Status field
for any Routing Point Groups view, including the following functions
on Routing Point Groups: Advanced Sort, Find/Filter.
Previously, a message box that contained the text id was displayed
if you tried to use the Status field. (ER# 217367554)
Supervisor: You can now add Agent Groups to the Quick Dashboards if
your view contains the Details tab, and at least one other tab. Previously,
if your view contained more than one tab the following message was displayed
when you tried to add an Agent Group to the Quick Dashboard: Duplicate
element not added to the dashboard. (ER# 215643061)
Supervisor: Hiding and unhiding of shortcuts on Quick Dashboards with multiple rows now works correctly. Previously some shortcuts that were selected to be hidden were not hidden and some shortcuts not selected to be hidden were hidden. (ER# 215050124)
Supervisor: Agents are now correctly sorted by Skill Level in Agent Groups lists after a selection of Agents have their Skill Level changed. Previously, a supervisor had to refresh the Agent Group view to ensure that the Agents were correctly sorted. (ER# 212615507)
Supervisor: The drop-down lists for the Threshold Template and E-Mail Notification List in the Routing Queue Properties pane are now correctly enabled if the specified lists are available. (ER# 209759261)
Supervisor: The Genesys Supervisor Desktop Help now contains information for two Server Settings dialog boxes. You can access the dialog boxes through the Administrative Tasks > Defining Server-Level Settings menu. (ER# 205545040)
The missing dialog boxes were Server Settings - Agent Statistics and Server Settings - E-mail Notification. The Agent Statistics dialog box enables you to show or hide Agent Statistics. The E-mail Notification dialog box enables you to specify whether e-mail notifications will be sent from Genesys Desktop server, what address and SMTP server to use, which SSL port to use, if any, and whether username and password authentication is to be used.
Supervisor: You can now correctly set and remove the Default label for the E-Mail Notification List. (ER# 202489699)
Supervisor: A new E-Mail Notification List is no longer created each time a supervisor attempts to edit an existing E-Mail Notification List. (ER# 202489696)
Supervisor: The Interaction Properties pane now correctly displays changes that are made to the properties of interactions. (ER# 202420388)
Supervisor: Long names are now correctly displayed in the Media Lists drop-down list of the Statistics pane. (ER# 182005893)
Supervisor: Space characters that are added before or after the name of a new View Profile Template or View Template are now removed when the new View Profile Template or View Template is created. Space characters are not permitted at the beginning or end of the name of a View Profile Template. (ER# 182005887, 181841121)
Supervisor: Genesys Desktop now removes extra space characters from the name of a new E-Mail Notification List if a Supervisor enters a name containing spaces at the beginning or end of the name. (ER# 181841130)
Supervisor: For the Safari browser on the Macintosh OS, the pane in the View Template Wizard that provides the list of statistics has been adjusted to display the names correctly. (ER# 173520871)
Supervisor: On Macintosh OS workstations, the keyboard shortcut Ctrl+Shift+6
now correctly displays the Agent Place Group view. (ER# 173080991)
Supervisor: Adding criteria to an empty default field for Advanced
Find and Filter operations no longer results in an error. Previously, the following
error message was displayed: Invalid Entry. (ER# 168181453)
Supervisor: You can now restart the Genesys Supervisor Desktop application
by using the WebSphere administration console more than twice. Doing so no longer
causes the following error from WebSphere: OutOfMemory. You no
longer have to stop and restart WebSphere. General memory management has also
been improved as part of this correction. (ER# 78865280)
Supported Operating Systems
New in This Release
Corrections and Modifications
This is a hot fix for this product. This release does not contain new features or functionality.
This release also includes the following corrections and modifications:
Agent: A new option has been added to Genesys Agent Desktop to enable you to set the Custom Fields tab for Outbound interactions to read-only mode. The outbound\custom-fields-read-only option enables you to hide the Edit, Reset, and Update Record buttons and make the list uneditable. (ER# 242462571)
Section:outbound
Option Name:custom-fields-read-only
Default Value:false
Valid Values:true,falseThis option can be configured for the agent or the application. If this option is set to
falsethen theCustom Fieldtab is editable.
Agent: The spelling of the word "dropped" is now correct in the Call Result field. Previously, the word was incorrectly spelled as "droppped". (ER# 242203793)
Supported Operating Systems
New in This Release
Corrections and Modifications
This is a hot fix for this product. This release does not contain new features or functionality.
This release also includes the following corrections and modifications:
Agent: Desktop correctly handles the Alcatel OXE/4400 switch Pre-assigned
mode when an agent uses a Place previously used by another agent. Previously,
Genesys Desktop incorrectly handled this mode by displaying an incorrect agent
status; the only way to resolve the issue was to restart Genesys Desktop server.
(ER# 234579564)
Supported Operating Systems
New in This Release
Corrections and Modifications
This is a hot fix for this product. This release does not contain new features or functionality.
This release includes the following corrections and modifications:
Agent: Custom fields for outbound calls are correctly displayed. Previously, an agent sometimes had to click on the Custom Fields tab before it was correctly displayed. (ER# 231685141)
Agent: The Connect button on an outgoing SIP call pane is now correctly displayed and enabled even if there is no T-Server section in the Annex tab of the DN. Previously, if a SIP soft switch was in use, the Connect button was not enabled if the T-Server section was missing. (ER# 228606044)
Agent: The Disposition tab is now displayed correctly. Previously, changing attached data during the reception of the interaction could cause the tab to not be displayed. (ER# 227917412)
Extensive updates to agent permissions or skills in the configuration layer no longer result in an AIL queue overflow and other problems. Previously, if extensive changes to agent permissions or skills were made while agents were logged in an overload could occur in the AIL queue. (ER# 226878385)
The Notepad now correctly records the transfer reason for both one- and two-step transfers. Previously, if an agent, who had received a transfer, used a one-step transfer to transfer the call back to the first transferring agent, the Notepad lost all the information that was added, beginning with the first transfer. (ER# 226313642)
Agent: After an outbound campaign call is transferred, the display order of custom fields is now the same as the order that is defined in the Format list. (ER# 225378571)
Supported Operating Systems
New in This Release
Corrections and Modifications
This is a hot fix for this product. This release does not contain new features or functionality.
This release includes the following corrections and modifications:
Supervisor: Agent status is now displayed correctly when a deleted
agent is re-created. Previously, if a supervisor created an agent through the
Genesys Desktop Supervisor interface, then deleted the agent, then immediately
re-created the agent, the status of the re-created agent was displayed as n/a
until Genesys Desktop was restarted. (ER# 220935042)
Agent: Agents can now reply to inbound e-mails when a voice interaction
is in status ringing on their desktop. Previously, in this scenario,
a new outbound e-mail interaction did not open on the desktop if the agent clicked
Reply on the inbound e-mail interaction interface. (ER# 221391067)
Supervisor: You can now fine tune the performance of statistics. Previously,
some statistics became suspended (n/a was displayed instead of
the statistic) if too many statistics were subscribed to. To address this issue,
the following option was added to the supervisor section to control
statistic subscription and notification. Use this option to decrease the number
of notifications and resume suspended statistics more quickly. (ER# 219778649)
Section:supervisor
Option Name:stat-management
Default Value:""
Valid Values:
""—no change in the behavior of statistic subscription and notification.<statistic id>=-1—disables subscription and notification for the statistic. The change of status to or from this state takes effect upon restart.<statistic id>=0—subscribes to the statistic but suspends notification until the state is changed to1. Changes Take Effect immediately.<statistic id>=1—subscription and notification are enabled. Changes Take Effect immediately.The value of this statistic is a list of tokens separated by a semi-colon (";"). Each token describes the statistic id and the status of the statistic. The tokens behave as switches; they enable you to turn subscription and notification on and off for specific statistics.
Supervisor: You can now assign/remove skills correctly in all cases.
Previously, in some scenarios, a skill was assigned only to one agent or was
not assigned to any agents. This issue occurred most frequently in scenarios
where there was a significant network delay due to the distance between a supervisor
and the Genesys servers, or if one or more hosts were running slowly. In these
scenarios, a supervisor selected agents and clicked Assign before
the server had registered the selection. (ER# 210220299)
Supported Operating Systems
New in This Release
Corrections and Modifications
There are no restrictions for this release. This section describes new features that were introduced in the initial 7.6.2 release of Genesys Desktop.
This release of Genesys Desktop 7.6 is compatible with the components of Genesys 8.
Genesys Desktop and Genesys Desktop SIP Endpoint now support Microsoft Windows Vista Operating System on the client side.
Genesys Desktop now supports Remote Authentication Dial In User Service (RADIUS) messages during login. RADIUS is used to determine what rights or privileges the agent is authorized to perform and makes a record of this access in the server. RADIUS authentication can be configured to display various messages to the agent, including "authentication failed: Invalid password", and "Your password will expire in 5 days".
Agent: Genesys Desktop now enables you to change the font size of various text elements, either globally, or for a single agent.
The following options have been added to the style section
to support this functionality. Use these options either on the Genesys Desktop
object or the Person object to specify the size of the text that occurs
in various interface elements, such as title bars and menus.
Section:style
Option Name:label-size
Default Value:11
Valid Values:<11 to 17>
Description: Specifies the text point size for labels for drop-down lists.
Option Name:list-header-size
Default Value:11
Valid Values:<11 to 17>
Description: Specifies the text point size for headings on tables of lists such as the Contact History.
Option Name:list-row-size
Default Value:11
Valid Values:<11 to 17>
Description: Specifies the text point size for items in a drop-down list.
Option Name:menu-size
Default Value:11
Valid Values:<11 to 17>
Description: Specifies the text point size for items in menus.
Option Name:navigation-bar-label-size
Default Value:9
Valid Values:<9 to 17>
Description: Specifies the text point size for items in the navigation bar.
Option Name:print-title-size
Default Value:15
Valid Values:<15 to 21>
Description: Specifies the text point size for titles on the Print Preview.
Option Name:small-label-size
Default Value:9
Valid Values:<9 to 17>
Description: Specifies the text point size for the text of the warning in the About dialog box.
Option Name:statistic-bar-size
Default Value:10
Valid Values:<10 to 17>
Description: Specifies the text point size for items that appear in the Statistics bar.
Option Name:status-bar-size
Default Value:10
Valid Values:<10 to 17>
Description: Specifies the text point size for items in the Status bar.
Option Name:tab-size
Default Value:11
Valid Values:<11 to 17>
Description: Specifies the text point size for tab labels.
Option Name:text-button-size
Default Value:11
Valid Values:<11 to 17>
Description: Specifies the text point size for button labels.
Changes Take Effect: At the next agent login.
Agent: You can now specify the width, in pixels, of the Genesys Desktop navigation bar by using the following new option:
Section:style
Option Name:navigation-bar-width
Default Value:68
Valid Values:<56 or higher>
Changes Take Effect: At the next agent login.
Agent: The Valid Values of the following option have been updated:
Section:style
Option Name:text-size
Default Value:10
Valid Values:<9 to 17>
Changes Take Effect: At the next agent login.
Agent: Genesys Desktop now supports Routing-based transfer and conference for Voice and Instant Messaging (IM). This functionality enables you to use strategies to transfer and conference voice and IM interactions, which allows translating routing point DNs to callable numbers for some switches, such as the Nortel CS2000.
Refer to the Genesys Desktop 7.6 Deployment Guide for detailed information on how routing based transfer works and how it must be implemented by integrators.
See ER# 213463683 for additional information.
The following two options have been added to support this functionality:
Section:voice
Option Name:voice-routing-based-trsf
Default Value:""
Valid Values:<agent,acd-queue,routing-point>
Changes Take Effect: Immediately.
Description: Specifies the type of target for routing-based transfers of voice interactions.
- If this option is set to blank (""), then agent-to-agent and agent-to-queue transfer relies on the transfer capabilities of T-Server.
- If this option contains the
agentvalue, then agent-to-agent transfer relies on a routing strategy instead of on the transfer capabilities of T-Server.- If this option contains the
acd-queuevalue, then agent-to-queue transfer relies on a routing strategy instead of on the transfer capabilities of T-Server.- For
skillandagent grouptarget types, routing based transfer is always used. Thevoice-trsf-routing-pointoption must be defined.
Section:instant-messaging
Option Name:im-routing-based-trsf
Default Value:""
Valid Values:<agent,routing-point>
Changes Take Effect: Immediately.
Description: Specifies the type of target for routing-based transfers of IM interactions.
- If this option is set to blank (""), both agent-to-agent and agent-to-queue transfer relies on the transfer capabilities of SIP Server.
- If this option contains the
agentvalue, then agent-to-agent transfer relies on a routing strategy instead of on the transfer capabilities of SIP Server.- If this option contains the
acd-queuevalue, then agent-to-queue transfer relies on a routing strategy instead of on the transfer capabilities of SIP Server.- For
skillandagent grouptarget types, routing based transfer is always used. Theim-routing-based-trsfoption must be defined.
The strategy adds the following key-value pairs to the attached data.
| Key | Possible Value | Description |
|---|---|---|
| GD_TransferrerEmployeeId | The employee ID of agent who makes the transfer | |
| GD_TransferTargetId | The name of the target | |
| GD_TransferTargetType | Agent, AgentGroup, Skill, RoutingPoint, ACDQueue | |
| GD_TransferTargetLocation | The name of the switch in the Configuration Layer where the target is located |
Agent: Genesys Desktop can now display an external knowledge base and insert information from the knowledge base into the body of an e-mail, a chat, or an IM interaction without requiring an agent to cut and paste. A new JavaScript function and a new tag have been added to enable this functionality:
appendTextInInteraction(text)—append information
in an interaction with the plain text format. appendHTMLInInteraction(html)—append information
in an interaction with the HTML format. If the media does not accept the
HTML format, it is converted before applying the append action.
isPossibleAppendInformation—returns true
if it is possible to append information. These are available for the following tags: <customer-records>,
<interaction-information>, and <resources>.
The following new tag has been added to be called when a state change might require information to be appended, such as when an interaction changes from RINGING to TALKING:
<javascript-onappendinformationstatechange>—called
when a state change might require information to be appended. This tag is not mandatory for a customization implementation. This tag
is available for the following tags: <customer-records>,
<interaction-information>, and <resources>.
Note: There is a Genesys Desktop customization sample, available on the Genesys Documentation DVD and on the Genesys Documentation website, that demonstrates displaying and inserting information from an external knowledge base.
New in this Release: Supervisor
Supervisor: The filtering of interactions using a combination of
default and user-defined fields has been improved. Support has been improved
for new custom fields with arbitrary names for display, and a new field
type of timestamp has been added for the custom fields. See
ER# 189374333 in the New in This Release:
Supervisor section for release 7.6.100.19 for information on the original
filter.
Supervisor: Supervisor monitoring is now fully supported for multimedia webchat. The following features are now available for webchat:
- Silent monitoring—enables a supervisor to monitor the agent on any new Chat interactions that they accept following a monitoring request. The supervisor will be added automatically to the first Chat interaction accepted by the agent being monitored.
- Whisper coaching—enables a supervisor to assist agent during a Chat interaction without the contact being aware of the supervisor. Text entered by a supervisor is displayed to the agent only. This text is displayed to the agent with a time and date stamp and the supervisor's username. For example,
"12:28 PM Superv".- Barge-in—enables a supervisor to join a Chat interaction between an agent and a contact, without an invitation from either party; this results in a three-way Chat conference.
The following items have been added to the Monitoring menu item of the Actions menu. Use these items to start the monitoring functions. Use the Cancel item to end the monitoring session.
- Chat Silent Monitoring
- Chat Whisper Coaching
- Chat Monitoring Barge-In
Multimedia Chat and IM have independent Settings dialog boxes and menu items; therefore, a supervisor can monitor both Chat and IM if their system supports both types of interactions.
Supervisor: Genesys Desktop now supports switching from Chat Silent Monitoring or Chat Whisper Coaching to Chat Barge-In and back to Chat Silent Monitoring or Chat Whisper Coaching again, using the Chat Switch to Barge-In item in the Monitoring menu item of the Actions menu.
If a supervisor selects Chat Barge-In for Chat session that she or he is monitoring, any text entered by that supervisor will be visible to all participants in the interaction.
Supervisor: Chat Silent Monitoring, Whisper Coaching, and Barge-In have been enhanced to enable a supervisor to monitor an active Chat session. Previously, a supervisor could monitor only the next interaction.
When a supervisor begins monitoring an active session, the entire contents of the Chat history is displayed for the supervisor. If the agent has more than one active Chat interaction, the first found active interaction is joined.
Note: Please see ER# 218967663.
Supervisor: The ability to apply "Save As" to filters has been added to all views. Previously, this feature was available only for interaction views. (ER# 198810263).
This release includes the following corrections and modifications that were made between Release 7.6.1 or earlier releases and the initial 7.6.2 release:
General Corrections and Modifications
Genesys Desktop server no longer fails to respond if the Wide Area Network (WAN) connection with Universal Contact Server (UCS) is interrupted. Previously, Genesys Desktop failed to respond when contact with UCS was lost and had to be restarted. (ER# 217557481)
Text fields in the Genesys Desktop login window have been expanded to 25 characters to enable longer login names, passwords, and other information. (ER# 214253819)
Login to the Genesys Desktop Voice channel has been enhanced to avoid an issue that might have caused the application to fail to respond. (ER# 213513752)
Agent Corrections and Modifications
Agent: In Outbound mode, if an agent transfers a Push Preview voice
call, only the voice interaction is displayed to the target agent. Previously,
if the preview-park-queue option from the outbound
section was set, an Open Media interaction, not associated with the outbound
campaign, was also displayed. (ER# 220068914)
Agent: Previously, if an agent was using the Spell Check function on an outgoing e-mail interaction and a new incoming Chat interaction was received, the text changes made by the agent before using the Spell Check function were lost when the focus changed from the Spell Check to the new Chat interaction. Now, updates made before using the Spell Check function are saved before a new interaction is opened. (ER# 218539564)
Agent: Attachments to archived interactions can now be opened from
the View Details tab of the Contact History pane.
Previously, a 404 error was displayed when an agent clicked to
open an archived attachment. (ER# 217723536)
Agent: For configurations where the value of the disposition-code/is-mandatory
option is set to true, agents are no longer required to specify
a disposition code again prior to sending a reply to an inbound e-mail interaction,
if the agent set a disposition code before replying. Previously, agents had
to specify a disposition code before they could reply to an e-mail interaction,
then they had to specify the disposition code a second time to be able to send
the reply. (ER# 217491617)
Agent: Two new radio buttons have been added to the outgoing e-mail interaction interface that enables agents to create a new contact or to associate a new e-mail address with an existing contact. (ER# 217112023)
The new buttons are displayed dynamically if an agent modifies the To:
address field of an outgoing e-mail that is already associated with an existing
contact but the new address does not correspond with a known address of the
contact. The new buttons have the following functionality:
Add address to this contact — add the address as a new
address of the current contact. Move interaction to matching contact — replace the current
contact with another one using the new address. If the address matches the
address of an existing contact then the e-mail is associated with that contact.
If the e-mail does not match an address of an existing contact, then a new
contact is created using the information entered by the agent. See also, the following Known Issue: ER# 219090291.
Agent: A date format error in rescheduled records has been corrected for Genesys Desktop servers that have certain regional settings applied — for example, Lithuanian. (ER# 215937413)
Agent: Two new options have been added to Genesys Desktop that enable
a feature that automatically marks outbound interactions as Done
if an agent clicks Cancel or Reject. This capability
had been removed in the previous Genesys Desktop release. (ER# 215410056)
Section:outbound
Option Name:auto-mark-done-on-cancel
Default Value:false
Valid Values:Changes Take Effect: Immediately.
true, outbound interactions are automatically marked asDoneif an agent clicksCancelon the interaction interface.false, the capability is not enabled.
Section:outbound
Option Name:auto-mark-done-on-reject
Default Value:false
Valid Values:Changes Take Effect: Immediately.
true, outbound interactions are automatically marked asDoneif an agent clicksRejecton the interaction interface.false, the capability is not enabled.
Agent: The following Style section options are now available
for all text input fields, as stated in Genesys Desktop 7.6 Deployment Guide:
text-size,text-color-disable, and text-color-enable.
Previously, these options were available only for the e-mail interaction interface.
(ER# 215204041)
Agent: Agents working with an Alcatel A4400/OXE switch/T-Server in
substitute mode can now transfer calls. Previously, a voice DN
would go out of service if the agent attempted to transfer a call to another
agent. (ER# 213145838)
Agent: For e-mail interactions, the Date field of attached
e-mails is now correctly populated. (ER# 212793135)
Agent: Resizing the Contact Information pane inside the
voice interaction interface no longer partially covers the voice interaction
pane. (ER# 212270581)
Agent: Multimedia Chat transcripts are now correctly stored in the Contact History. Previously, not all Multimedia Chat transcripts were stored in the Contact History. (ER# 211945799)
Agent: Genesys Desktop no longer modifies the start_date
parameter in the Universal Contact Server (UCS) database. Previously, when an
interaction was handled by an agent, Genesys Desktop changed the start_date
parameter to the date and time when the agent began to handle the interaction
rather than the date and time that the interaction arrived at the contact center.
(ER# 211945774)
Agent: Resource use has been improved to better manage a large number of pending interactions. (ER# 211423355)
Agent: The Transfer Reason is now correctly saved in the
Notepad when inbound e-mails are transferred to external resources. Previously,
when an e-mail was transferred to an external resource, the Transfer Reason
was not recorded in the Notepad and it was not copied to the Universal Contact
Server (UCS) database. (ER# 210877650)
Agent: The Agent Desktop no longer modifies the interaction.timeshift
parameter in the Universal Contact Server (UCS) database during Multimedia Chat
interactions. (ER# 210075783)
Agent: Genesys Desktop now correctly handles faxes in the TIFF format. Previously, TIFF files were not supported. (ER# 210074421)
Agent: For Push Preview interactions, the Connect button
is always enabled on the interaction pane. Previously, it was enabled after
the associated phone call was released when the record was changed. (ER# 208116811)
Agent: Interactions are now correctly saved in the Universal Contact Server (UCS) database if the phone set is disconnected from an Alcatel A4400/OXE Switch. (ER# 207928342)
Agent: If a contact enters extended-ASCII characters (codes 128 through 255) in an Instant Message (IM) session prior to an agent joining the IM session, the extended-ASCII characters no longer become corrupted; they are correctly displayed to the agent when she or he joins the session. The behavior has also been corrected for an IM session that contains extended-ASCII characters when it is added to a conference or is transferred to another agent. (ER# 206778369)
Agent: An error where font size 10 was not available for selection during the creation of e-mails has been corrected. (ER# 203057162)
Agent: Agent login now functions correctly. Previously, some DNs may have appeared to be out of service when they were in service. (ER# 199001492)
Agent: An intermittent problem where the Not Ready - After Call
Work item was not displayed in the Ready/Not Ready drop-down
list has been fixed. (ER# 195741962)
Agent: The Chain Record button is now properly enabled
when Outbound Contact Server (OCS) is running a campaign in Progressive mode.
(ER# 188685857)
Agent: The storage and display of messages from the server has been modified to ensure that the agent receives all messages. Previously, some messages were not delivered to the agent if actions were canceled or if two actions were made simultaneously. (ER# 187719635)
Agent: In the Multimedia Chat interface, you can now use Shift+Enter
to move the cursor to the next line (inserting a soft return) in your current
message entry. Previously, Ctrl+Enter was used. (ER# 159440101)
Supervisor Corrections and Modifications
Supervisor: The SIP Monitoring menu is now enabled and
disabled correctly. Previously, the menu failed to function correctly under
the following two scenarios: the monitored agent logged out and logged in, and
if multiple agents were selected for monitoring. (ER# 216973143, 120697547)
Supervisor: Newly created Supervisors can now see all objects to which they have access. Previously, a newly created Supervisor could not see any objects in the Supervisor Desktop. (ER# 214474011)
Supervisor: You can now assign or remove Skills for multiple agents using Microsoft Internet Explorer 7. Previously, it was only possible to assign or remove Skills for one agent at a time. (ER# 213245061)
Supervisor: A ConcurrentModificationException no longer
occurs at agent login after the agent access group was changed in the Configuration
Layer. (ER# 211974023)
Supervisor: The Find and Filter dialog boxes are now displayed correctly.
Previously, a 500 error might have occurred in some scenarios.
(ER# 211835481)
Supervisor: The Find and Filter dialog boxes now load faster for environments with a large number of potential targets. (ER# 211045411)
Supervisor: Routing Points in Routing Point Groups are now displayed correctly. Previously, they were not visible. (ER# 208879631)
Supervisor: In configurations with LCS, the Switch to Barge In and the Switch to Silent Monitoring functions now appear in the Monitoring menu. (ER# 207543719)
Supervisor: You can now use the parentheses (round bracket) characters
in agent Skill names: "(" and ")".
Previously, if an agent Skill name contained one or more parentheses characters
an error occurred when you tried to save the agent Properties. (ER# 207395771)
Supervisor: You can now assign/remove agents from a group in an All
Agents view in the Detail pane or the Assign/Remove from
group in List pane if the name of an agent group contains any of the
following characters:
"," (comma)
"'" (single quote)
"/" (forward slash)
"\" (back slash)
"<" (less than)
">" (greater than)
(ER# 183774341)
Supervisor: For Solaris users running WebSphere 5.1.1 in environments with a large quantity of data, the Supervisor view is no longer slow to update if the supervisor is creating or deleting a large number of agents, such as 100 to 300 at a time. (ER# 183467041)
Supported Operating Systems
New in This Release
Corrections and Modifications
This is a hot fix for this product. This release does not contain new features or functionality.
This release includes the following corrections and modifications:
Agent: The Connect button on an outgoing SIP call pane
is now correctly displayed and enabled even if there is no T-Server
section in the Annex tab of the DN. Previously, if a SIP soft switch
was in use, the Connect button was not enabled if the T-Server
section was missing. (ER# 228606044)
Supported Operating Systems
New in This Release
Corrections and Modifications
This is a hot fix for this product. This release does not contain new features or functionality.
This release includes the following corrections and modifications:
Agent: Agent status is now correctly set to Ready on both
the desktop interface and Statistics Server after an agent completes a call
on a Nortel CS 100 Switch. Previously, in this scenario, the agent status was
set to Ready on Statistics Server, but remained as Not Ready
on the desktop interface. (ER# 214802544)
Supported Operating Systems
New in This Release
Corrections and Modifications
This is a hot fix for this product. This release does not contain new features or functionality.
This release includes the following corrections and modifications:
Agent: Genesys Desktop no longer sends duplicate authentication requests to Configuration Server when an agent logs in. (ER# 212904089)
Agent: For the SUN T1000 and T2000 environments, Genesys Desktop network operations have been improved to avoid the uncontrolled growth of the native heap. (ER# 185614351)
Supported Operating Systems
New in This Release
Corrections and Modifications
This is a hot fix for this product. This release does not contain new features or functionality.
This release includes the following corrections and modifications:
Agent: The mute-off function now works correctly. Previously, if an agent muted a voice call, he or she could not unmute the call. (ER# 211078711)
Agent: A problem with using Chat while running a Preview campaign has been resolved. Previously, if an agent opened a Chat interaction after completing a Preview interaction, the agent was prevented from receiving a new Preview interaction. (ER# 208101935)
Agent: You can now hide specified queues from the Mark Done panel of
an inbound e-mail by using the email-in-markdone-hidden-queues
option in the multimedia section. The queues listed in this panel
are defined in the properties of the Route Interaction by using the Queue
for Existing Interaction list.
Section:multimedia
Option Name:email-in-markdone-hidden-queues
Default value:""
Valid value:<comma-separated list of queue names>
This option can be set on the Genesys Desktop application object
or on the agent annex. (ER# 204818912)
Supported Operating Systems
New in This Release
Corrections and Modifications
This is a hot fix for this product. This release does not contain new features or functionality.
This release includes the following corrections and modifications:
Supervisor: Genesys Desktop no longer causes supervisors to be logged out when they attempt to move a large number of interactions from a queue that contains a very large number of interactions. (ER# 209718831)
Supported Operating Systems
New in This Release
Corrections and Modifications
This is a hot fix for this product. This release contains the following new features or functionality:
Supervisor: The Move function has been added to the
All Interactions in All Slices submenu. (ER# 205597041)
This release includes the following corrections and modifications:
Agent: Genesys Desktop now correctly displays horizontal scrolling buttons for tabs. Previously, they were displayed as a red X. (ER# 206656382)
Supervisor: Genesys Desktop now moves interactions from one queue to another asynchronously to improve system resource use. (ER# 205597041)
Use the new interaction-command-pool-size option to define the
number of parallel requests when executing commands, such as move to queue,
lock, unlock, terminate, and macro,
on large numbers of interactions.
Option Name:interaction-command-pool-size
Default Value:10
Valid Values: Any integer between1and50.
Setting this option to a value above10may impact the performance and stability of the solution due to larger bursts of requests.
Supported Operating Systems
New in This Release
Corrections and Modifications
There are no restrictions for this release. This section describes new features that were introduced in the initial 7.6.1 release of Genesys Desktop.
Support for IBM WebSphere Application Server (WAS) 6.1.
Note: WAS 6.1 contains IBM JDK 1.5 on AIX and Windows.
instant-messaging
section. For more information, refer to Genesys Desktop 7.6 Deployment
Guide, version 7.6.101.00 or higher.
Note: There is currently no link to Contact management and history; however, Genesys Knowledge Base is supported.
The System Status view of the Genesys Desktop Administrative Tool can now display a stack trace for each thread being run on Genesys Desktop server if you have JDK 1.5.
The Genesys Desktop Administrative Tool now includes an integrity checker for the Interceptor API.
screen-reader-mode option in the accessibility
section to configure the Genesys Desktop screen reader functionality.
agent-state-change-bell
in the accessibility section. warning-message-bell
in the accessibility section. interaction-message-bell in the accessibility
section. Agent: Genesys Desktop interactions have a new optional tab that
enables agents to classify interactions based on the outcome. Configure
the display, behavior, and contents of the Disposition Code tab, based on
Configuration Layer and/or Routing Data, by using the disposition-code
section.
Agent: New options in the Intercommunication section
enable you to configure Genesys Desktop to show or hide the contents of
the Search area when transferring or conferencing voice, e-mail, and IM
interactions. You can control what transfer target information the agent
can see, such as phone numbers and external addresses.
Agent: Genesys Desktop can be configured to enable the agent to
set After Call Work status when an agent is already in After Call Work status.
Use the stateless-menu-acw option in the default
section.
Agent: You can now configure the name of the key that is used in
RequestAgentNotReady to specify a not ready reason. This is
useful when interacting with Workforce Management (WFM) which handles the
reason key ReasonCode. (ER# 158222033)
Agent: Agents can store their personal dictionary in the agent
annex rather than in the Universal Contact Server (UCS) database. Use the
personal-dictionary-storage in the default section
to configure the personal dictionary.
Agent: Genesys Desktop is now compatible with Safari 3.1.2 on Mac OS X 10.x.
Agent: Genesys Desktop now supports Firefox 2 on the Neoware platform (inbound voice only).
auto-answer function for interactions is
now configurable in the Agent annex of the Configuration Layer. (ER# 189212325)auto-answer option can be configured in the following sections
of the Agent annex:
Agent: In multiple character set environments where Universal Contact
Server (UCS) and Interaction Server are running on different hosts and are
not using the same character set, you can enable Genesys Desktop to handle
multiple character sets by using the enable-multicharset-environment
option. (ER# 165860535)
Section:multimedia
Option Name:enable-multicharset-environment
Default Value:false
Valid Values:Changes Take Effect: This option is taken into account at the next restart of Genesys Desktop server.
true, to prevent the corruption of the Subject of the e-mail, Genesys Desktop retrieves the Subject from UCS instead of Interaction Server.false, the capability is not enabled.
Warning: You may experience a decrease of performance if you set
enable-multicharset-environment to true; therefore,
use this option in multiple character set environments only.
Agent: Genesys Desktop supports the UCS 7.6.1 functionality that displays Standard Response field codes when there is no associated value, instead of rendering an empty string.
Agent: Genesys Desktop supports the Interaction Server 7.6.1 functionality that enables the logging of the same person on several Desktop applications that are using different media.
The message display bar at the bottom of the Genesys Desktop window is expandable and collapsible, enabling you to show and hide the warning message history.
The latency of real-time notification between Genesys Desktop server and Genesys Desktop has been reduced.
The successful recovery of a lost connection from the Firefox browser to Genesys Desktop server has been improved.
Agent: You can now re-organize the Auto-suggest view. Use the following
two new options in the auto-suggest section: displayed-columns,
display-disapprove.
Agent: A new option has been introduced to the Annex of the Switch object that implements specific support for the Nortel CS 2000 switch.
Section:settings
Option Name:non-acd-on-pdn
Default Value:false
Valid Values:true,false.
Specifies the DN from which new calls are dialed. If this option is set tofalse, then new calls are dialed from the extension DN and agent-to-agent calls are dialed to the extension of the target agent. If this option is set totrue, then new calls are dialed from the ACD Position DN and agent-to-agent calls are dialed to the ACD Position of the target DN.
Supervisor: Genesys Desktop supports agent monitoring activities for the Genesys Desktop Instant Messaging (IM) channel, including Silent Monitoring, Whisper Coaching, and Barge In.
Supervisor: Genesys Desktop now enables the pulling of interactions
that are in the Routing state. However, Genesys Desktop prevents
you from locking an interaction if the status is Routing.
Supervisor: Genesys Desktop now supports configuration of supervisor
permission levels by group in the Desktop interface. Previously, supervisor
permission levels could be configured for one supervisor at a time in the
Properties tab.
Supervisor: Genesys Desktop now enables supervisors, who have the necessary permission level, to edit the permissions that enable supervisors to view, move, and delete interactions.
Supervisor: Genesys Desktop now enables supervisors to filter interactions using a combination of user-defined search fields. Previously, supervisors could filter interactions using the default search fields only. (ER# 189374333)
You are no longer required to configure custom fields by using XML files.
Configure custom field filters in the annex of the Interaction Custom Properties
business Attribute by using the datatype option:
Section:translation
Option Name:datatype
Default Value:-1
Valid Values:
-1stringintegertimestamp
The values correspond to the supported data types. The default value of
-1 means that the Business Attribute is not available as a
custom field. If the option is absent or if it has a non-valid value, then
the default value is used.
Supervisor: Supervisors can now limit the number of interactions moved from one queue to another.
Supervisor: Genesys Desktop now enables a supervisor to switch from Whisper Coaching to Barge In. (ER# 185413885)
Supervisor: Supervisors with extended supervisor capabilities can now refresh permissions without restarting Genesys Desktop by selecting Refresh Permissions from the Settings menu under the Supervisor menu. Previously, if agent access rights permissions were changed recursively, Genesys Supervisor Desktop would not take the changes into effect until Genesys Desktop was restarted. (ER# 193673164)
Supervisor: The Actions menu is now disabled if the connection to Interaction Server is not available. This feature disables interaction management until the connection to Interaction Server is restored. (ER# 178824821)
This release includes the following corrections and modifications that were made between Release 7.6 or earlier releases and the initial 7.6.1 release:
General Corrections and Modifications
IBM WebSphere 6.0 users can now log in correctly to Genesys Desktop. Previously, incorrect login information might have been passed to some versions of WebSphere 6.0, making login impossible. (ER# 184789337)
Genesys Desktop prevents you from logging in before application initialization is complete. Previously, data and code corruption resulted from login before application initialization was complete. (ER# 183531837)
Customizations that use the interceptor to write agent status
in an audit database can now rely on a correct sequence of events: first SESSION_STOP,
then SERVER_STOP. (ER# 179812286)
Setting the value of the ack-mode option in the security-banner
section to 1, the default value, now works as described in the
Genesys Desktop 7.6 Deployment Guide, versions 7.6.101.00 and higher.
(ER# 178569231)
Agent Corrections and Modifications
Agent: For users with the Cisco Call Manager switch, Genesys Desktop
now properly identifies the contact of outgoing phone calls and associates the
call with that contact in Universal Contact Server (UCS). Previously, in some
scenarios, Genesys Desktop might have failed to identify the contact, resulting
in some outgoing calls being associated with the Unknown contact.
(ER# 198847245)
Agent: The Mute button now functions correctly for SIP Voice calls. (ER# 198810112)
Agent: Genesys Desktop now uses fewer system resources to manage agent statistics. Previously, one thread was used per agent, potentially resulting in high virtual memory usage. (ER# 195057993)
Agent: Agents now see custom data related to a new custom field that was added to a new campaign as soon as the campaign is loaded. Previously, to see the new custom data, the Agent had to restart the Agent Desktop. (ER# 195020721)
Agent: When the auto-answer option is set to true
for SIP Voice calls, the current call takes precedence. If the Agent receives
a call while engaged in another call, the new call is no longer answered automatically;
instead, the Agent is notified of the new call and is given the option to answer
it or not. Previously, a new internal call would cause the current call to be
put on hold without warning to the Agent and Genesys Desktop would automatically
open the new call. (ER# 194866764)
Agent: For inbound e-mail, when the agent is searching for an external resource transfer target, the display name of the external resource is now correctly displayed. Previously, the e-mail address of external resources were displayed in the transfer target list. (ER# 192130472)
Agent: Custom Data entries are now displayed correctly if the name of the associated Business Attribute value contains a hyphen. Previously, the Custom Data entry was not displayed. (ER# 190719751)
Agent: You can now use the default-font-style option to
change the font of the Signature. Previously, only the default font was applied
to the Signature. (ER# 187122659)
Agent: The security banner is now displayed for the Administrative Tool. (ER# 185900023, 164096548)
Agent: In Outbound campaigns, the From and Till fields are now initialized
to valid values when the Agent adds a new chained record. Previously, if Outbound
Campaign Server (OCS) did not provide valid times, both fields were initialized
to 00:00. (ER# 185721262)
Agent: The body of a new Outbound e-mail is no longer removed if the Agent enters an invalid e-mail address in the To field. Previously, the body of the e-mail was removed when the Action Failed message was displayed. (ER# 180924765)
Agent: When an Agent updates contact record data in a Push Preview interaction from Outbound Contact Server (OCS), Genesys Desktop now notifies Interaction Server of the change to the interaction data, which enables Statistics Server to see the change. Therefore, you can now use statistics to filter interactions based on the changed data. (ER# 168596876)
Agent: The Genesys Agent Desktop SIP Endpoint no longer goes out of
service if the Agent attempts to dial a number that contains a blank space in
the middle or at the end. Blank spaces are now trimmed at the time of the make
call request. (ER# 179518716)
Agent: If you log out of Genesys Desktop while Stat Server is down, the Disconnection in progress window now closes automatically. (ER# 177014474)
Agent: The updating of contact information has been optimized to improve the refresh time of the display. (ER# 176268942)
Agent: Push Preview records that are transferred from one agent to another and then rejected by the target agent no longer lose their classification as outbound Push Preview interactions. Previously, they were changed to inbound open media interactions. (ER# 174996051)
Agent: Reply text is now displayed in Print Preview as the agent enters
it, whether the html-format option is set to true
or false. Previously, if the html-format option was
set to false the Print Preview of outbound e-mail interactions
did not display any reply text entered by the agent. (ER# 174290408)
Agent: In environments with a Symposium switch, the status of an agent no longer changes if an internal call is received while the status is Not Ready with a reason code. Previously, the reason code was removed from the Not Ready status, if the Agent received interactions from an internal extension. (ER# 168291361)
Agent: Scheduled callback workitems are now identified to Push Preview agents by a warning message in the status bar. Previously, agents were not informed of the status of the interaction. (ER# 159440280)
Agent: Genesys Desktop now supports Firefox 2. Previously, with Firefox
1.x, if the option voice\active-interaction-mode was set to true,
the agent might have seen the following warning intermittently: Unresponsive
Script. (ER# 155155332)
Supervisor Corrections and Modifications
Supervisor: When a Supervisor terminates a large number of interactions, Genesys Desktop no longer experiences an unexpected error. Previously, an unexpected error would occur and the Supervisor had to close and restart Genesys Supervisor Desktop. (ER# 198810056)
Supervisor: The Filter windows now display correctly. Previously, some of the buttons would not be displayed when the Supervisor restricted a search. (ER# 191614344)
Supervisor: Genesys Desktop now supports Skill names that contain spaces. Previously, a supervisor could not assign a Skill to an agent if the Skill name contained a space character. (ER# 184587991)
Supervisor: It is now possible to delete more than one skill at a time
from the Details pane of the All Agents view. Previously, to delete
more than one Skill, a Supervisor had to remove skills one at a time in the
Detail section, remove the skills using the Actions menu, or remove
the skills from the Skills view. (ER# 183531849)
Supervisor: Genesys Supervisor Desktop is now more thread-safe in several scenarios. Previously, if there was a large number of resource objects such as persons, places, and thresholds in the environment, conflicts for resources among multiple instances of Genesys Supervisor Desktop could lead to long response times and/or high CPU usage. (ER# 180788751)
Supervisor: Previously, when the View Profile was updated, the ConfigEvent
did not end correctly. This may have resulted in high CPU usage. This issue
has been resolved. (ER# 178087870)
Supervisor: Genesys Desktop now correctly releases memory when monitoring sessions are ended. (ER# 178087861)
Supervisor: Internet Explorer (IE) users no longer experience high CPU usage by IE for 30 to 60 seconds when adding between 10 and 20 agents to an empty agent group through the Configuration Layer. (ER# 177177177)
Supervisor: In Internet Explorer 7.0, High CPU usage no longer occurs if you move a large number of agents in the Assign Skill wizard. (ER# 176714121)
Supervisor: The correct list of Routing Points is now displayed when you try to select Routing Points from a specified set of Routing Point objects. (ER# 176180491)
Supervisor: It is now possible to assign or remove a skill from the Detail view if the skill name contains consecutive space characters or a space character at the beginning. Previously, this action could be done only from the Action menu in the List view. (ER# 175734250)
Supervisor: The availability of SIP Monitoring menu items is now displayed
correctly when several supervisors concurrently set SIP Monitoring sessions
with different monitoring scopes (for example: agent or call
for SIP) or types (such as SIP or chat). Previously,
if the SIP Monitoring menu items were available after a SIP monitoring session
was established, and you attempted to establish it again, an erroneous message
was displayed stating that the SIP monitoring session failed to be established.
(ER# 120697828)
Supported Operating Systems
New in This Release
Corrections and Modifications
This is a hot fix for this product. This release contains no new features or functionality.
This release includes the following corrections and modifications:
The Notepad now correctly records the transfer reason for both one- and two-step transfers. Previously, if an agent who had received a transfer, used a one-step transfer to transfer the call back to the first transferring agent, the Notepad lost all the information that was added, beginning with the first transfer. (ER# 226313642)
Supported Operating Systems
New in This Release
Corrections and Modifications
This is a hot fix for this product. This release contains the following new features or functionality:
Supervisor: A new item enabling the supervisor to refresh permissions
has been added to the main menu of the Supervisor Desktop for supervisors
configured with extended supervisor capabilities. To use this new
functionality go to: Supervisor>Settings>Refresh Permissions.
The Refresh Permissions function enables Supervisor Desktop
to take permission changes into effect if agent access rights permissions
have been changed recursively without restarting Genesys Desktop. (ER# 182515968)
This release includes the following corrections and modifications:
Agent: Contact Attributes defined with the metadata contact/read-only-attributes
are now correctly displayed. (ER# 190925129)
In all scenarios, Agent and Supervisor licenses are now successfully checked-in. Previously, after certain login errors, the license could not be checked in. (ER# 190091226)
Agent login now functions correctly. Previously, if an agent login failed,
successive agents experienced a browser freeze after they clicked Next
in their login windows. (ER# 188680093)
Supervisor: Supervisors with extended supervisor capabilities can now
refresh permissions without restarting Genesys Desktop by selecting Refresh
Permissions from the Settings menu under the Supervisor
menu. Previously, if agent access rights permissions were changed recursively,
Genesys Supervisor Desktop would not take the changes into effect until Genesys
Desktop was restarted. (ER# 182515968)
If you click on Refresh Permissions the whole permissions cache
is refreshed. This is a resource intensive function that might lead to temporary
performance degradation; however, the benefit is that it is no longer necessary
to restart the Genesys Desktop server.
Note: Only perform this function after recursively configuring agent access rights permissions.
Supported Operating Systems
New in This Release
Corrections and Modifications
This is a hot fix for this product. This release does not contain new features or functionality.
This release includes the following corrections and modifications:
A memory leak in Genesys Desktop server has been fixed. Previously, memory was not completely released when a supervisor logged out from the system. After several days, an Out of Memory failure might have occurred. (ER# 180436940)
Genesys Desktop now correctly handles T-Servers with Hot Standby. Previously,
if the backup T-Server was restarted, Genesys Desktop might have registered
DNs before getting an EventLinkConnected message. This behavior
could result in incorrect registration, leading to some agents being out of
service at the next switchover. (ER# 180333316)
Supervisor: Genesys Supervisor Desktop no longer experiences high CPU usage if the supervisor assigns or removes skills from agents in environments with a large number of resource objects, such as persons, places, and thresholds. (ER# 160935741, 179812025)
Supported Operating Systems
New in This Release
Corrections and Modifications
There are no restrictions for this release. This section describes new features that were introduced in the initial 7.6 release of Genesys Desktop.
You can now create custom security banners and display them to your agents and supervisors when they login.
Supervisor business logic can now be removed from the runtime server to
enable you to build dedicated agent instances. Configure this feature using
the new option supervisor-feature in the file web.xml.
The Customization integrity checker on the administration page now verifies that the custom dictionary file is correctly deployed when required.
The Administration page has been extended to display the version of Genesys Desktop and the name of the Genesys Desktop application.
Login errors are now described in a message on the login page and you are given an opportunity to correct them.
The new change-password-enabled option in the personalization
section enables you to disable the password modification capability from
the Settings view.
You can now create customizable Java code to intercept agent actions that access Universal Contact Server. The Interceptor API enables you to intercept and store agent actions to compile a history of access to client contact information.
Microsoft Internet Explorer 7 is now supported. (ER# 138027636, 149666751)
Agent: You can now create a new e-mail or a new phone call from the Contact Record view.
Agent: You can now select the default target type in the Transfer, Conference, and Collaboration views. Do this by specifying the target type as the first item in the comma-separated list of values for each of the following options:
trsf-email-out-target trsf-email-in-target trsf-voice-target conference-voice-target
trsf-chat-target trsf-open-media-target Agent: The Customization API has been extended to enable the following capabilities:
See the Genesys Desktop 7.6 Developer's Guide for full details.
Agent: The new default-from-address option in the
multimedia section enables you to select a default "from
address" for new outbound e-mails.
Agent: Inbound and outbound responsiveness is enhanced for deployments in Wide Area Networks (WAN) and in deployments with script scanning applications such as McAfee. This enhancement applies to all types of interactions, and to voice in particular.
Agent: Copy and Paste functionality now supports both formatted
and unformatted text. Configure this feature with option email/html-paste-mode.
(ER# 149175949)
Agent: Agents can now push a video file to a contact. Use the options
in the push-video section to configure this feature.
Agent: Time zones are now supported for Outbound Callback requests. Phone types, and associated availability time frame of outbound records are now presented as options for agents.
Agent: You can now perform a keyword search using both the AND
operator and the OR operator in the Standard Response Library.
(ER# 160598618)
Agent: Several presentation types can now be used to display a
Chat interaction. Configure this feature in the option chat/display-mode.
Agent: Firefox 1.5.0.2 Snap-in running on Linux: NeoLinux 3.0 – System library update Libc 2.3.2 for Neoware hardware and Sun Java 2 v 1.5.0_06 is now supported.
Note: This specific configuration is supported only for Inbound Voice interactions without a Contact Server connection.
Supervisor: Performance of view access has been improved. (ER# 154421272)
Supervisor: You can now monitor subsequent Multimedia Chat interactions. Previously, Multimedia Chat enabled you to only monitor a single Chat interaction; after an interaction was accepted by the supervisor, Chat monitoring was automatically canceled. (ER# 164697781)
Supervisor: You can now monitor any media simultaneously. Multimedia Chat and SIP monitoring can be initiated and canceled independently. (ER# 164697785)
Supervisor: The hide-icons option was added to the
supervisor section to enable you to control whether or not
Quick Dashboard icons are removed automatically if the object becomes non-applicable.
See ER# 168192011 in the Corrections and Modifications section below.
Supervisor: The option default-access-group has been
added to the supervisor section to enable supervisors to define
access permissions for agents that they create through the Supervisor Desktop
in the Configuration Layer and to add newly created agents to an access
group by default. (ER# 173661791, 164268311, 164804331)
Note: The value of the option default-access-group
must be coordinated with the value of the option no-default-access
in Configuration Server (see Genesys 7.6 Security Deployment Guide
for additional information).
For Configuration Server 7.6 or later and Genesys Desktop 7.6 or later, use the following settings:
no-default-access = 1(Configuration Server)
default-access-group = ""(Genesys Desktop default)
Or:
no-default-access = 0(Configuration Server default)
default-access-group = Users(Genesys Desktop)
Warning: You must not use:
no-default-access = 1(Configuration Server)
default-access-group = Users(Genesys Desktop)
Nor:
no-default-access = 0(Configuration Server default)
default-access-group = ""(Genesys Desktop default)
For Configuration Server 7.5, or earlier, there is no no-default-access
option; therefore for Genesys Desktop 7.6, or later, you must use default-access-group
= "".
Warning: Do not use default-access-group = Users.
This release includes the following corrections and modifications that were made between Release 7.5 or earlier releases and the initial 7.6 release:
General Corrections and Modifications
Target DNs are now properly unregistered after a multi-step, multi-target transfer or a failed login attempt. Previously, Genesys Desktop server retained some DN registrations, which resulted in given interactions existing on multiple instances of Genesys Desktop. (ER# 167358703)
Log files that are generated at start up, before Genesys Desktop connects to Configuration Server, are no longer automatically compressed (zipped) when they are full. (ER# 148182562)
Agents, whose Person objects in the Configuration Layer have
a section defined on their Annex tab which has no options in it,
can now log in without you having to delete that empty section. Previously,
the user's screen would blink during login and the agent would be prevented
from logging in. (ER# 126951353)
An agent logged in as a SIP user, using Genesys Desktop SIP Endpoint, no longer
sees the following message in the status bar when the SIP endpoint is still
functioning correctly: Genesys Desktop SIP Endpoint is not responding.
Restart the application. Previously, this message may have been displayed
in error, and it was actually not necessary to restart SIP Endpoint. (ER# 105502760)
Daylight savings times are now correctly calculated and stored in the Universal Contact Server database dedicated field. Previously, UTC time was entered instead of Daylight Savings Time. (ER# 163881891)
Agent Corrections and Modifications
Agent: Warning messages are now displayed in the status bar if there is a problem due to a third-party web application corrupting a Genesys Desktop cookie. (ER# 119784785)
Agent: The option intercommunication\trsf-voice-target
is now taken into account for transferring voice calls. Previously, the option
intercommunication\conference-voice-target was always taken into
account for both voice transfers and voice conferences. (ER# 161188081)
Agent: During Outbound Push Preview, agents no longer experience a voice interaction pane opening after the Connect button is clicked on the Outbound Push Preview interaction pane. (ER# 162251645)
Agent: Reply e-mails now contain all the attributes of the incoming
e-mail interaction. Previously, some attributes, such as ServiceType
and CustomerSegment, were not always included in the reply e-mail.
(ER# 167619281)
Agent: The plus sign (+) is now supported as a valid initial
character in extensions. (ER# 152484874)
Agent: Only configured Calling List Fields are now displayed in the Custom Fields tab for an Outbound interaction. (ER# 156493030)
Agent: It is no longer possible to transfer an interaction to an agent who no longer exists in the Configuration Layer. Previously, the Agent list was not updated dynamically if you removed an agent from the Configuration Layer. (ER# 121890431)
Agent: You can now close a Chat session and logout following a restart of the Universal Contact Server (UCS) or following a switchover between the primary and backup UCS. Previously, the agent session remained in the pending state, and it was impossible to close the Chat interaction and logout. (ER# 119334967)
Agent: The CurrentAgentState statistic now loads properly.
Previously, an error occurred when Genesys Desktop attempted to load this statistic.
(ER# 162560063)
Agent: *.docx attachments that are empty are now correctly
handled. Previously, if the file was opened it would contain incorrect information.
(ER# 147277216)
Agent: E-Mail address text is no longer lost if you enter an invalid e-mail address into the To field of a new Outbound e-mail or Outbound reply e-mail. Previously, after you tried to send the e-mail, all the text that you entered into the To field would be removed after you acknowledged the error message. (ER# 145996256)
Agent: The file contact/contact-print.jsp is no longer
used; it has been removed from the Genesys Desktop installation. Previously,
the presence of this file caused an error if you tried to pre-compile your files
for IBM WebSphere Application Server (WAS). (ER# 132773321)
Agent: New queues and workbins created while Genesys Desktop is running are now properly displayed in the Genesys Desktop interface. Previously, they were not visible until after a restart of the server. (ER# 122750781)
Agent: On Dharma systems, Genesys Desktop now supports a Hold
request when an agent handles a consult call with another agent. (ER# 109048681)
Agent: For the Avaya switch and Cisco Call Manager, the Genesys Desktop interface displays both the Initiate Transfer and the Complete Transfer buttons in situations where both these actions are possible. Previously, the agent could merge two independent calls by inadvertently clicking Complete Transfer while attempting to initiate a transfer on the second call. (ER# 122741650)
Agent: An agent can now successfully transfer an interaction that had already experienced an earlier transfer on the same Genesys Desktop server instance. (ER# 160935769)
Agent: Inbound e-mails are now automatically marked Done in the following scenario: the e-mail is transferred; the target agent does not take any action; the e-mail returns to the first agent; the first agent replies to the inbound e-mail. Previously, the first agent had to manually mark the inbound e-mail as Done. (ER# 170192518)
Agent: Genesys Desktop appends the numbers (DTMF) typed by the agent onto the contact phone number in the edit box at the top of the voice interaction pane. Previously, DTMF entered by the agent using the number keypad would appear briefly in the contact phone number edit box, then disappear, leaving only the phone number. (ER# 104478095)
Agent: The Auto Suggest tab is now automatically displayed
when a reply to a reply e-mail interaction pane is opened. (ER# 168454787)
Agent: Genesys Desktop now assigns the correct value to the GSW_TZ_NAME
parameter in an AddRecord request for OCS. The time zone value
of the currently active record of the agent is used. (ER# 73170737)
Agent: The F5 key is now disabled in the inbound e-mail Transfer pane. However, the Alt+Left Arrow keys are not disabled anywhere (see ER# 76550 in the Known Issues section below).
Supervisor Corrections and Modifications
Supervisor: Performance has been enhanced for assignment of skills to large numbers of agents. (ER# 169514913)
Supervisor: Performance has been enhanced for users viewing interactions in Internet Explorer. (ER# 169161621)
Supervisor: You can now control whether or not Quick Dashboard icons
are removed automatically if the object becomes non-applicable. Icons may become
non-applicable if the objects to which they point, such as agents, are removed
from the Configuration Layer, or the path to the object is changed. Use the
hide-icons option in the supervisor section to specify
whether or not non-applicable icons are removed automatically. A question mark
is added to non-applicable icons that remain in the Quick Dashboard. Previously,
non-applicable icons were sometimes removed automatically without notification.
(ER# 168192011)
Supervisor: You can no longer remove the default view profile. Previously, during migration from Genesys Desktop 7.2 to 7.5 or later, two default view profiles could be created in certain scenarios. They have the same name, but different IDs. One was the real default profile and the other was a copy. If the real profile was deleted, then a supervisor that was accessing the default profile may have gotten the copy instead. (ER# 149646405)
Supervisor: Interaction views now display each interaction on a single line unless you enable word wrapping. Previously, interaction views would sometimes switch to word-wrapped view, causing fewer interactions to be visible on each page view. (ER# 147280568)
Supervisor: There is no longer a limit on the number of space characters that can appear in drop-down lists, up to the limit of the number of allowed characters in the field. Previously, only one space character was permitted. (ER# 147280564)
Also, you can now assign skills that contain space characters in the name. Previously, this was not possible. However, it is still not possible to assign or remove a skill from the Detail view if the skill name contains consecutive space characters or a space character at the beginning of the skill name (see ER# 175734250 in the Known Issues section below).
Supervisor: Agents without supervisor privileges can no longer open wizards. Previously, non-supervisor agents had access to certain wizards through hot key controls. (ER# 147280556)
Supervisor: An exception on the Supervisor draft e-mail list has been corrected. (ER# 160148179)
Supervisor: An error no longer occurs if you specify the SMTP Server host name using the Server Settings dialog box and the specified host is unavailable. Previously, an error dialog box incorrectly stated that the host was not found. (ER# 135372390)
Supervisor: Some alarms and statistics are no longer temporarily unavailable
after Genesys Supervisor Desktop is restarted. Previously, a ConcurrentModificationException
exception occurred while Genesys Supervisor Desktop was subscribing to statistics.
(ER# 135372387)
Supervisor: For DN groups in a virtual queue, the content of the Name and DN number drop-down lists for the Basic Criteria Find and the Basic Criteria Filter dialog boxes is now displayed correctly. (ER# 135350805)
Supervisor: On WebSphere Application Server (WAS) 5.1.1.13, if you assign or remove agents using the Actions menu, a URL decode error no longer occurs . (ER# 134071567)
Supervisor: The Search for (AND/OR) drop-down list is now available in the Advanced Criteria Find and the Advanced Criteria Filter dialog boxes. Previously, the drop-down list was unavailable if only a single advanced criteria item was added to the criteria list. (ER# 134071561)
Supervisor: The name of the security section is no longer
case sensitive. Previously, an exception would occur during the initiation of
a Chat monitoring session if the security section name was specified
with an initial capital S. (ER# 141233837)
Supervisor: Performing a basic filter by age of interaction now returns the correct results. Previously, an empty list would be returned. (ER# 123076952)
Supervisor: If the DB Server for Interaction Server becomes disconnected, a message is now displayed in the status bar. Previously, lists of interactions would be empty, but there was no indication that the reason was that DB Server was disconnected. (ER# 122948661)
Supervisor: The following Genesys Desktop 7.5 options have been renamed for this release:
Option in 7.5 Is Renamed in 7.6 timeInStateRange time-in-state-range agentReasonsRange agent-reasons-range statDelay stat-delay loadScriptDelay load-script-delay
(ER# 122711691)
Supervisor: The sorting of the agent list by Agent Status is now correct if the agent list has more than one slice. (ER# 122112701)
Supervisor: Existing alarms on an agent or agent group are now removed after the assigned threshold is deleted. (ER# 121637242)
Supervisor: Alarm icons are no longer removed from agents in an agent group view if other agents are removed from the agent group list. (ER# 121615957)
Supervisor: To enable a supervisor to create new agents you must assign
the value 2 or 10 to the SupervisorExtended
option in the Security section of the Annex tab of
the supervisor's Person object. Previously, a supervisor with rights
set as SupervisorExtended=1 was given the ability to create new
agents if that supervisor was assigned as a member of a group that has full
control rights over tenants and persons, such as tenant administrators. (ER# 121602354)
Supervisor: If you delete the Annex\Personalization section
for a tenant in the Configuration Layer, values previously stored in this section
are now shown as empty or absent in the Supervisor Desktop. (ER# 121464442)
Supervisor: A security issue regarding supervisor access to settings wizards has been corrected. (ER# 121632500)
Supervisor: The flexible interaction property AbandonedAt
can now be edited using the standard workflow:
AbandonedAt property. A message box warning you that the request has failed is no longer displayed. (ER# 102264801)
Supervisor: The following environment conditions no longer result in the Supervisor being visible to the customer in a Chat session:
In this case, Agent B has Supervisor-level access (visibility)
to the interaction. This results in all messages from Agent B being invisible
to the customer.
Note: This issue also no longer occurs if the interaction happens to be resubmitted to Agent A.
(ER# 95646524)
This section provides the latest information on known issues and recommendations associated with this product.
Documentation Known Issues and Recommendations
In "Appendix B: Troubleshooting Genesys Desktop" of the Genesys Desktop Deployment Guide, the "Shortcuts" section on page 325 provides incorrect information about where to configure keyboard shortcuts on the Genesys Desktop Application object. The text should be:
Shortcuts
Genesys Desktop is configured with defaults for keyboard shortcuts (see Genesys Desktop Help). Unfortunately, in certain language editions these defaults may already be used as shortcuts, resulting in shortcut conflict. If this happens, you must reconfigure the Genesys Desktop keyboard shortcut to an unused key combination. This can be done by the agent using the Settings panel, or by the administrator, for all agents, by using the following procedure:
shortcuts section from the Annex for your agent.shortcuts section into the Options of the Genesys Desktop application object.(GD-9068)
Recommendation: To ensure consistency in your environment, the values of the following configuration options in the voice section, which provide control over the acceptable characters and format of phone numbers for outgoing calls, should be coordinated:
click-to-dial-included-chars
click-to-dial-auto-make-call-expression
phone-number-supported-characters
clean-dialed-phone-number
The phone-number-expression configuration option in the default section is also used for this purpose. (GD-8787)
Recommendation: The following modifications are recommended for a deployment that uses only the Tomcat HTTP connector. This recommendation is now described in Genesys Desktop 7.6 Deployment Guide version 7.6.401.00 and later.
Genesys Desktop is a Web application that runs as a stand-alone container inside the Tomcat Web servlet engine. If you do not want to use an HTTP server in front, Genesys recommends that you make the following configurations of Tomcat in the <installation path>/conf/server.xml file:
<!-- A "Connector" represents an endpoint by which requests are received
and responses are returned. Documentation at :
Java HTTP Connector: /docs/config/http.html (blocking & non-blocking)
Java AJP Connector: /docs/config/ajp.html
APR (HTTP/AJP) Connector: /docs/apr.html
Define a non-SSL HTTP/1.1 Connector on port 8080
-->
<Connector port="8080"
protocol="HTTP/1.1"
maxThreads="1000"
minSpareThreads="100"
maxSpareThreads="150"
enableLookups="false"
redirectPort="8443"
acceptCount="100"
debug="0"
connectionTimeout="20000"
disableUploadTimeout="true" />
<!-- Define an AJP 1.3 Connector on port 8009 -->
<!--
maxThreads="1000"
minSpareThreads="100"
maxSpareThreads="150"
enableLookups="false"
redirectPort="8443"
debug="0"
protocol="AJP/1.3"/>-->
Note: The Genesys Desktop application uses a minimum of one thread per connected agent, and a mean of 1.5 threads. A safe value for maxThreads is double the maximum number of connected agents.
The Genesys Technical Support program is now called Genesys Care. The name of the Technical Support Guide is changing to Genesys Care Program Guide. The Genesys Desktop Deployment Guide has not been updated to include the new name of the Genesys Care or the Genesys Care Program Guide. (GD-8568)
| Found In Document Version:: 7.6.401.00 | Fixed In Document Version:: |
The Genesys Technical Support program is now called Genesys Care. The name of the Technical Support Guide is changing to Genesys Care Program Guide. The Genesys Desktop ReadMe has not been updated to include the new name of the Genesys Care or the Genesys Care Program Guide. (GD-8567)
| Found In Document Version:: 7.6.401.00 | Fixed In Document Version:: |
The Genesys Technical Support program is now called Genesys Care. The name of the Technical Support Guide is changing to Genesys Care Program Guide. The Genesys Desktop Help has not been updated to include the new name of the Genesys Care or the Genesys Care Program Guide. (GD-8566)
| Found In Document Version:: 7.6.302.00 | Fixed In Document Version:: |
In the Genesys Desktop 7.6 Deployment Guide, Appendix A, in the intercommunications section, the valid values for the conference-chat-target option are not correct. Only the value agent is supported. The following values are not supported by this option: interaction-queue, agent-group, skill, "". (ER# 323554531)
| Found In Document Version: 7.6.301.00 | Fixed In Document Version: |
In the Genesys Desktop 7.6 Deployment Guide, the workbin option is not fully described. (ER# 285735233)
The following content should be added:
Custom columns from Interaction Server can be created for personal and group Workbins to enable you to display information that is not available in the standard Genesys solution.
To configure a custom column, create an attribute value in the InteractionCustomProperties business attribute. In this attribute value, add the following annex: translation\translate-to=<column name>. Add the corresponding column to the Interaction Server database interactions table.
To display a custom column, configure the workbin\default option in either the agent annex or the application annex with the list and order of column names to be displayed, including the name of the attached data key for the custom column. The name of the attached data is used for the column name. The default value for the default option is sender-recipient,subject,date. This option also enables you to change the column order and remove columns that you do not want displayed by omitting them from the list.
The type of values supported by this feature are String and Integer. By default this section is used also to display Custom Data. If you do not want Custom Data displayed, use the new Specifies the business attributes used to display Custom data feature to select another business attribute.
For example, the option value could be: sender-recipient,subject,date,Owner Agent In this case, a custom column is added that displays information that is stored in the Owner Agent attached data.
You can also specify the columns to be displayed for a specific Workbin by creating the workbin\<workbin-name> option in either the agent annex or the application annex with the list and order of column names to be displayed.
For example, you can create two different sets of columns, one for the "agent-group" workbin and one for others:
workbin\default=sender-recipient,subject,date
workbin\agent-group=sender-recipient,subject,date,Owner Agent
In this example, only the agent-group Workbin displays a custom column (Owner Agent).
| Found In Document Version: 7.6.302.04 | Fixed In Document Version: 7.6.401.00 |
In the Genesys Desktop 7.6 Deployment Guide, Chapter 5: Installing and Deploying Genesys Desktop, the section Integration with an HTTP Server: IIS and Tomcat should state that the install location is ThirdPartyApplications\Apache2.2.14\Windows\binary\apache_2.2.14-win32-x86-no_ssl.msi. The location ThirdPartyApplications\Apache2.2.4\ is stated in error. (ER# 273202997)
| Found In Document Version: 7.6.302.00 | Fixed In Document Version: 7.6.302.04 |
In the Genesys Desktop 7.6 Deployment Guide, Chapter 5: Installing and Deploying Genesys Desktop, the section Integration with an HTTP Server: IIS and Tomcat gives an incorrect link to the Apache connectors website. (ER# 273202993)
The following link should be used: http://tomcat.apache.org/connectors-doc/
| Found In Document Version: 7.6.302.00 | Fixed In Document Version: 7.6.302.04 |
In the Genesys Desktop 7.6 Deployment Guide, Chapter 5: Installing and Deploying Genesys Desktop, the section Integration with an HTTP Server: Apache 2.2 and Tomcat recommends the use of mod_jk-apache-2.2.4.so. However, this version of mod_jk does not exist. Use mod_jk-apache-2.2.3.so with Apache server after version 2.2.3. (ER# 273202911)
For more information about Apache connectors, see http://tomcat.apache.org/connectors-doc/ or http://apache.strygunov.com//tomcat/tomcat-connectors/jk/binaries/win32/jk-1.2.31/.
| Found In Document Version: 7.6.302.00 | Fixed In Document Version: 7.6.302.04 |
The valid values for the root option in the log section are warn, debug, info, or fatal. The Genesys Desktop 7.6 Deployment Guide incorrectly states that the valid value is warn. (ER# 273025885)
| Found In Document Version: 7.6.302.00 | Fixed In Document Version: 7.6.302.04 |
The default value for the stateless-menu-acw option in the default section is false. The Genesys Desktop 7.6 Deployment Guide incorrectly states that the default value is true. (ER# 273025883)
| Found In Document Version: 7.6.302.00 | Fixed In Document Version: 7.6.302.04 |
The SupervisorMonitoring option is described incorrectly in the Genesys Desktop 7.6 Deployment Guide. The option description uses the term silently monitor; the term monitor should be used instead. (ER# 272560651)
| Found In Document Version: 7.6.302.00 | Fixed In Document Version: 7.6.302.04 |
In the Genesys Desktop XML Tag Reference Guide, the TAB_INTERACTION_INFORMATION_DISPOSITION_CODE constant is not documented as being available in the interaction-information tag. (ER# 266333822)
| Found In Document Version: 7.6.301.00 | Fixed In Document Version: 7.6.401.00 |
The new Exit feature of the Actions menu is not yet documented in the Genesys Desktop XML Tag Reference Guide. This feature is accessible by using customization. Using hideMenuBarItemByName(MENU_ITEM_EXIT); hides the menu item. (ER# 224809361)
| Found In Document Version: 7.6.301.00 | Fixed In Document Version: 7.6.401.00 |
Genesys Desktop supports Apache 2.2.14 and higher. The Genesys Desktop 7.6 Deployment Guide erroneously states that Genesys Desktop supports Apache 2.2.4. (ER# 263638447)
| Found In Document Version: 7.6.301.03 | Fixed In Document Version: 7.6.302.00 |
Since version 7.6.302.xx, Genesys Desktop also supports IBM JDK 1.6. The Genesys Desktop 7.6 Deployment Guide erroneously states that Genesys Desktop supports only IBM JDK 1.4.1, 1.4.2, or 1.5. (ER# 263638445)
| Found In Document Version: 7.6.301.03 | Fixed In Document Version: 7.6.302.00 |
A note on page 66 of the Genesys Desktop 7.6 Deployment Guide erroneously states the following: SIP Preview Protocol is not implemented. This note applies to previous releases of Genesys Desktop. (ER# 251973367)
| Found In Document Version: 7.6.301.00 | Fixed In Document Version: 7.6.301.03 |
The Genesys Desktop 7.6 Deployment Guide specifies an incorrect value for the default value of the phone-number-expression option in the default section. (ER# 251384219)
The default value of the phone-number-expression option is: \D?(\d{3})\D?\D?(\d{3})\D?(\d{4})
| Found In Document Version: 7.6.301.00 | Fixed In Document Version: 7.6.301.07 |
The Genesys Desktop 7.6 Help erroneously states that Whisper Coaching and Barge-in are not supported for Chat Monitoring. (ER# 250799561)
| Found In Document Version: 7.6.201.00 | Fixed In Document Version: 7.6.301.00 |
The Genesys Desktop 7.6 Deployment Guide gives the wrong setting for
the UseConcMarkSweepGC option. The recommended value should be
the following:
-XX:+UseConcMarkSweepGC
The Deployment Guide erroneously specifies: -XX:-UseConcMarkSweepGC.
(ER# 227678635)
| Found In Document Version: 7.6.101.00 | Fixed In Document Version: 7.6.202.00 |
The Genesys Desktop 7.6 Deployment Guide recommends incorrect values
for the T-Server option consult-user-data. In the
section Transferring Outbound Calls and Callback Calls, the recommended
values should be joint or inherited. For more information
about this option, refer to your T-Server Deployment Guide. (ER# 214053021)
See also ER# 213463683.
| Found In Document Version: 7.6.101.00 | Fixed In Document Version: 7.6.201.00 |
Supervisor: The Genesys Supervisor Desktop Help is missing information
for two Server Settings dialog boxes. You can access the dialog boxes
through the Administrative Tasks > Defining Server-Level Settings
menu. (ER# 205545040)
This missing dialog boxes are Server Settings - Agent Statistics
and Server Settings - E-mail Notification. The Agent Statistics
dialog box enables you to show or hide Agent Statistics. The E-mail
Notification dialog box enables you to specify whether or not e-mail notifications
will be sent from Genesys Desktop server, what address and SMTP server to use,
which SSL port to use, if any, and whether or not username and password authentication
is to be used.
| Found In Document Version: 7.6.101.01 | Fixed In Document Version: 7.6.201.00 |
General Known Issues and Recommendations
For agents who use Microsoft Internet Explorer 11, there is a conflict with the Ctrl+G shortcut used to answer calls. Internet Explorer uses this shortcut for the View Feeds function. (GD-9068)
| Found In: 7.6.402.28 | Fixed In: |
For Microsoft Internet Explorer 11 users, Genesys Desktop might experience minor issues in the interface, such as displacement of interface elements, which, in some instances might block Genesys Desktop functionality. (GD-9023)
Workaround: Turn on the Compatibility View mode for the Genesys Desktop host by opening the Internet Explorer Main menu and under Tools, select Compatibility View Settings.
| Found In: 7.6.402.21 | Fixed In: |
Limitation: When a call is rescheduled, the day should be explicitly selected while setting recall date. Otherwise, the date might be reset to the current date when the timezone is changed. (GD-8973)
Limitation: Chat contact must send the first chat message after the Chat Initiation response is received; otherwise, the first message might be displayed as Responded by Genesys Desktop. (GD-8930)
| Found In: 7.6.402.15 | Fixed In: |
Recommendation: Starting with releae 7.6.401.05, for WebSphere users, Genesys recommends that you use two threads for each agent, and for WebLogic users, Genesys recommends that you use 2.5 threads for each agent. Refer to this article for more information. (GD-8886)
| Found In: 7.6.401.05 | Fixed In: |
When the following options are set, the Undo functionality is not applicable after the Paste action:
email/enable-ie-native-paste=falseemail/transfer-data-into-plain-text-for-copy-past-and-drag-drop=falseWorkaround: Manually delete pasted content. (GD-8980)
| Found In: 7.6.402.19 | Fixed In: |
For Microsoft Internet Explorer 10 users, Genesys Desktop might experience minor issues in the interface, such as displacement of interface elements, which, in some instances might block Genesys Desktop functionality. (GD-8807)
Workaround: Turn on the Compatibility View mode for the Genesys Desktop host by opening the Internet Explorer Main menu and under Tools, select Compatibility View Settings.
| Found In: 7.6.402.06 | Fixed In: |
Genesys Desktop installation currently does not support port numbers higher than 9999. (ER# 299111846)
| Found In: 7.6.400.09 | Fixed In: |
For Red Hat Linux environments with the locale set to UTF8, the Euro symbol might not display correctly in some custom fields. (ER# 324298288)
| Found In: 7.6.305.05 | Fixed In: |
In the following Barge-In scenario, the phone number of the contact is displayed as Unknown:
Unknown in the agent's interface.(ER# 316018440)
| Found In: 7.6.305.05 | Fixed In: |
The list of generated images in the Genesys Desktop Administrative tool is corrupted in views if some workbins have HTML tags in their names. (ER# 279990496)
| Found In: 7.6.305.04 | Fixed In: 7.6.400.09 |
The valid description field is not available for some options in the Genesys Desktop metadata XML file. (ER# 273468039)
| Found In: 7.6.304.08 | Fixed In: 7.6.305.04 |
The wrong default installation path is specified in the path prompt when Genesys Desktop is installed. The colon is missing after the disk identifier. For example, the path d\folder is prompted instead of d:\folder. You must add a colon after the disk identifier, before the slash. (ER# 272237060)
| Found In: 7.6.304.08 | Fixed In: |
When the login-store-agent-credentials-in-cookies-enabled option in the security section is set to false, cookies that contain the user credentials from the previous login are not removed. (ER# 267795301)
| Found In: 7.6.303.15 | Fixed In: 7.6.305.04 |
If Genesys Desktop Server was stopped, the following message is incorrectly written to the log:
SEVERE: The web application [/gdesktop] appears to have started a thread named [desktop-draft-workbin:Poll] but has failed to stop it. This is very likely to create a memory leak.
(ER# 265690643)
| Found In: 7.6.303.15 | Fixed In: |
AIL memory thread dumps in the log might cause Genesys Desktop to consume a large amount of memory. To avoid this issue, set the value of the filter option in the log section to error,5000. (ER# 251550787)
| Found In: 7.6.300.14 | Fixed In: 7.6.301.07 |
Genesys Desktop cannot be stopped from the Tomcat manager page. You must use Solution Control Interface. (ER# 249355387)
| Found In: 7.6.300.14 | Fixed In: |
The Genesys Desktop SMS plug-in has the following known limitations:
| Found In: 7.6.202.02 | Fixed In: 7.6.300.14 |
On Macintosh OS workstations, the list of interactions in the Batch Navigation is not always navigable with the up and down key shortcuts. (ER# 225656820)
| Found In: 7.6.201.06 | Fixed In 7.6.300.14 |
On Macintosh OS workstations, the keyboard shortcut ALT+3 followed
by the Return key or the Enter key does not open the
selected interaction from the Batch Navigation area. (ER# 225656818)
Workaround: Use the following keyboard shortcut to navigate the Batch
Navigation area: Alt+2, then Tab. Press Enter
to open the active Batch icon.
| Found In: 7.6.201.06 | Fixed In 7.6.300.14 |
If the Tserver section option consult-user-data
is set to any value other than joint or inherited,
the DN Translation feature for Routing-based transfer/conference
may not function. (ER# 213463683)
See also ER# 214053021.
| Found In: 7.6.200.14 | Fixed In |
For Firefox users, the background window for the login screen does not automatically close. (ER# 179495093)
Workaround: Open a Firefox browser and enter the following in the address field:
about:config
On the Firefox configuration page scroll down to the following parameter:
dom.allow_scripts_to_close_windows
Double-click on the parameter until the value changes to true.
| Found In: 7.6.001.11 | Fixed In: |
Setting the value of the ack-mode option in the security-banner
section to 1 (the default value) has no effect. The valid values
for the ack-mode option are incorrect. Currently, the valid values
are 0 and 2, whereas the Genesys Desktop 7.6 Deployment
Guide states that the valid values are 1 and 2.
The behavior of setting the ack-mode option to 2 is
correct according to what is stated in the Deployment Guide; however,
to achieve the behavior of setting the ack-mode option to 1,
you must set the value of ack-mode to 0. (ER# 178569231)
Workaround: Set the value of the ack-mode option to 0
to enable the Don't show this again checkbox in the Security Banner.
| Found In: 7.6.001.11 | Fixed In: 7.6.100.19 |
The security banner is not displayed before the supervisor is granted access to the Administrative pages. (ER# 164096548)
| Found In: 7.6.001.11 | Fixed In: 7.6.100.19 |
To run Genesys Desktop in BEA WebLogic 8.1 SP 6 on Solaris 10 with Sun JRE version 1.4.2_11, open the WebLogic administration console and add the following to the Arguments field of the Remote Start tab:
‑Djava.nio.channels.spi.SelectorProvider=sun.nio.ch.PollSelectorProvider
Restart your WebLogic server. (ER# 177175601)
| Found In: 7.5.004.03 | Fixed In: |
Agent Known Issues and Recommendations
Agent: The state of the Record Call/Stop Recording button is not displayed correctly during the recording of calls that are transferred. The button does not always display correctly whether the recording was stopped or started, which causes agents and transfer targets to be confused about whether the recording was started or stopped. (ER# 318654266)
| Found In: 7.6.402.06 | Fixed In: |
Agent: In some environments, when an inbound Facebook interaction arrives and rings on the agent's desktop, an exception might occur and the interaciton is not displayed. (ER# 321415545)
| Found In: 7.6.402.06 | Fixed In: |
Agent: For Microsoft Internet Explorer 8 users, Genesys Desktop might become unresponsive for about 30 seconds after an agent initiates a 2-Step Transfer. (ER# 323765867)
| Found In: 7.6.401.04 | Fixed In: |
Agent: For environments that use both an Alcatel A4400 T-Server and a SIP Server, on network calls, the incorrect party is displayed if, during a 2-Step Transfer, the party to be transferred hangs up while he or she is on hold. The display of the status of the party incorrectly changes from Held to Talking, but the party is no longer connected. In this scenario, the displayed status should be: Released. (ER# 321582732)
| Found In: 7.6.400.11 | Fixed In: |
Agent: Contact-typing notifications are not displayed to agents during Chat interactions. (ER# 283615521)
| Found In: 7.6.305.04 | Fixed In: 7.6.305.05 |
Agent: After inserting an HTML-formatted pre-written standard response into an e-mail and editing its contents, some paragraphs might be deleted. (ER# 254612972)
| Found In: 7.6.305.04 | Fixed In: 7.6.305.09 |
Agent: When License Reporting Management (LRM) is enabled, and the Voice DN is set to the After Call Work (ACW) state by an external source, such as Microsoft Office Communications Server (OCS), Genesys Desktop gets partially stuck in a loops between the Ready and ACW states. (ER# 267861109)
| Found In: 7.6.303.15 | Fixed In: |
Agent: It is not possible to paste a URL that has been copied from another e-mail or the Standard Resource Library into an e-mail interaction. (ER# 266387699)
| Found In: 7.6.303.15 | Fixed In: 7.6.304.08 |
Agent: The Set Active Record button in the Outbound panel does not function if the outbound\enable-chain-75api option is set to false. (ER# 257162280)
Note: Set the option outbound\enable-chain-75api to true unless you are using a pre-7.5 Outbound API. Refer to Genesys Desktop 7.6 Deployment Guide for more information on setting and using this option.
| Found In: 7.6.302.06 | Fixed In: 7.6.303.15 |
Agent: On some switches and T-Servers, such as Alcatel A4400, Agents cannot login to a DN that was disabled and then enabled in the Configuration Layer if the agent was logged in when a DN was disabled. (ER# 253740867)
| Found In: 7.6.302.06 | Fixed In: 7.6.303.15 |
Agent: Voice Interaction attached data are not displayed in the history of a contact, even though the attached data are properly saved. (ER# 251333694)
| Found In: 7.6.300.14 | Fixed In: 7.6.301.07 |
Agent: SIP Preview displays the routing point instead of the customer number in the New Call window. (ER# 250052846)
| Found In: 7.6.300.14 | Fixed In: 7.6.302.06 |
Agent: SIP Preview does not display contact information for a new incoming call during the preview. The information is displayed after the agent accepts the call. (ER# 250052844)
| Found In: 7.6.300.14 | Fixed In: |
Agent: In a web callback session, if the WCB_RESPONSE_TYPE is voip, an HTTP Status 500 exception is displayed during connection. (ER# 247770350)
| Found In: 7.6.300.14 | Fixed In: |
Agent: In the speed dial list, the scroll bar does not progress when the agent moves up and down the list using keyboard navigation if there are a large number of entries. (ER# 249571891)
| Found In: 7.6.300.11 | Fixed In: 7.6.302.06 |
Agent: If an agent tries to retrieve a record from a non-preview campaign, a blank warning message is displayed. (ER# 248339735)
| Found In: 7.6.300.11 | Fixed In: 7.6.302.06 |
Agent: For users of the Rockwell Spectrum T-Server, agents cannot directly transfer calls to agents that are logged in to a different instance of Genesys Desktop server. (ER# 250407372)
Workaround: Use the routing-based transfer feature to allow transfer between different instances of Genesys Desktop server.
| Found In: 7.6.202.02 | Fixed In: 7.6.302.06 |
Agent: The User Event for a selected Disposition Code
contains only the Disposition Code. The attached data for the interaction is
not sent. (ER# 219256028)
| Found In: 7.6.200.14 | Fixed In 7.6.201.06 |
Agent: If an agent changes the address of an outgoing e-mail interaction
to an address that already exists in the contact database and selects the Add
address to this contact radio button, as described in ER# 217112023,
and then clicks one of the following: Spell Check, Save &
Close, Transfer, or Send, a warning message
is displayed that informs the agent that the e-mail address already exists for
another contact; however, the radio buttons that enable the agent to move the
interaction to the existing contact or add the address to the current contact
cannot be selected.
Also, if the agent clicks Send, the interaction is sent without
enabling the agent to select one of the options. The interaction remains associated
with the current contact. (ER# 219090291)
| Found In: 7.6.200.14 | Fixed In: |
Agent: If a contact enters extended-ASCII characters (codes 128 through 255) in an Instant Message (IM) session prior to an agent joining the IM session, then the extended-ASCII characters might become corrupted or might not be displayed to the agent when she or he joins the session. This behavior also occurs if an IM session containing extended-ASCII characters is added to a conference or is transferred to another agent. (ER# 206778369)
| Found In: 7.6.100.19 | Fixed In: 7.6.200.14 |
Agent: During a Genesys Desktop Instant Messaging (IM) session, if a supervisor barges-in or starts a whisper coaching session, the supervisor is not displayed to the agent in the IM participant list, nor does the nickname of the supervisor appear in the list of messages. (ER# 205976205)
| Found In: 7.6.100.19 | Fixed In: |
Agent: When using a screen reader application, such as Freedom Scientific JAWS, the Genesys Desktop interface does not always display the expected result following a selected action. (ER# 202275206)
Workaround: To see the expected results, move the focus to another interface element using one of the keyboard navigation shortcuts, then go back to see the expected result. For example, press the Tab key and then press Shift+Tab.
| Found In: 7.6.100.19 | Fixed In: |
Agent: As an agent modifies text, using a screen reader application, such as Freedom Scientific JAWS, the interface does not always allow you to see your changes in real-time. (ER# 202094185)
Workaround: To see the modified text, move the focus to another interface element using one of the keyboard navigation shortcuts, then go back to the modified text. For example, press the Tab key and then press Shift+Tab.
| Found In: 7.6.100.19 | Fixed In: |
Agent: When using screen reader applications, such as Freedom Scientific JAWS, the options are not visible when you navigate through a combo-box or drop-down list. (ER# 189032641)
Workaround: Use Alt+Down Arrow when navigating through combo-boxes and drop-down lists.
| Found In: 7.6.100.19 | Fixed In: |
Agent: The Chain Record button might become disabled when
Outbound Contact Server (OCS) campaign is running in Progressive mode. (ER# 188685857)
| Found In: 7.5.004.10 | Fixed In: 7.6.200.14 |
Agent: For Microsoft Internet Explorer (IE) 6 with Windows 2000 users, a memory leak occurs in the process that renders Genesys Desktop in IE 6 windows. This causes the operation of Genesys Desktop and other applications to slow down, resulting in longer response times and other possible malfunctions. The impact is very limited when running voice interactions without Universal Contact Server (UCS), but is more apparent with complex interfaces such as e-mail and voice with UCS. (ER# 177933865)
Microsoft has reported that the memory leak occurs in Internet Explorer 6
when working with JScript rich applications such as Genesys Desktop. More information
can be found in the Microsoft Knowledge Base article 929874: http://support.microsoft.com/kb/929874
To avoid any issue with Internet Explorer 6 on Windows XP ensure that you
employ at least Cumulative Security Update for Internet Explorer MS07-033: http://support.microsoft.com/kb/933566
To avoid any issue with Internet Explorer 6 on Windows 2003 ensure that you
employ at least Cumulative Security Update for Internet Explorer MS08-010: http://support.microsoft.com/kb/944533
Workaround: Agents should periodically log out from Genesys Desktop and then log in again. This will close the Internet Explorer instance and create a new one, resetting the consumed memory. The interval that you should wait before you should log in again depends on your environment, such as the installed physical memory, and the number of interactions that the agent has handled.
| Found In: 7.6.001.11 | Fixed In: |
Agent: If you log out of Genesys Desktop while Stat Server is down, the Disconnection in progress window may not close automatically. If this happens, manually close this window. (ER# 177014474)
| Found In: 7.6.001.11 | Fixed In: 7.6.100.19 |
Agent: Push Preview records that are transferred from one agent to another and then rejected by the target agent lose their classification as outbound Push Preview interactions. They are changed to inbound open media interactions. (ER# 174996051)
| Found In: 7.6.001.11 | Fixed In: 7.6.100.19 |
Agent: If the stand-alone T-Server for Alcatel A4400/OXE Switch is restarted while an agent is on a voice call, the call is not displayed on the agent desktop when the restart is complete. (ER# 174461311)
| Found In: 7.6.001.11 | Fixed In: |
Agent: Genesys Agent Desktop is not yet compatible with Safari 3 on Mac OS X 10.x. (ER# 164935943)
Note: Safari 3 is automatically installed if you upgrade to Mac OS X 10.4.11.
| Found In: 7.6.001.11 | Fixed In: 7.6.100.19 |
Agent: If the pre-compilation option is set, deployment in WebSphere 5.1 fails due to a compilation error. (ER# 174253696)
| Found In: 7.6.001.11 | Fixed In: |
Agent: Starting Genesys Desktop from Solution Control Interface (SCI) raises a false alarm. Genesys Desktop appears to start correctly, then it stops, then it starts again. When it stops, SCI displays an alarm stating that Genesys Desktop has shut down unexpectedly. (ER# 172899198)
| Found In: 7.6.001.11 | Fixed In: |
Agent: Do not use Local Control Agent (LCA) 7.6.000 to restart Genesys Desktop with Solution Control Interface. Use LCA 7.6.001 or LCA 7.5.0 or older. (ER# 168984531)
| Found In: 7.6.001.11 | Fixed In: |
Agent: The following keyboard shortcuts are not compatible with Firefox:
Workarounds:
Shortcuts settings pane then,
in Configuration Manager, copy the Shortcuts annex to the options
of the Genesys Desktop application. Open the shortcuts folder of the Genesys Desktop application
and make the following modifications:
[shortcuts]
SHORTCUT_COMMON_LOGIN-shift-key=false
SHORTCUT_COMMON_LOGIN-key-code=71
SHORTCUT_COMMON_LOGIN-ctrl-key=true
SHORTCUT_COMMON_LOGIN-alt-key=true
SHORTCUT_AGENT_NEXT_INTERACTION-key-code=73
SHORTCUT_AGENT_NEXT_INTERACTION-alt-key=true
SHORTCUT_AGENT_NEXT_INTERACTION-ctrl-key=true
SHORTCUT_AGENT_NEXT_INTERACTION-shift-key=false The following keyboard shortcuts are not compatible with Firefox on the DMV platform:
(ER# 158367332)
| Found In: 7.6.001.11 | Fixed In: |
Agent: After login to Genesys Desktop with Firefox on Linux, the focus is not set in the Genesys Desktop window; therefore, shortcuts do not work until the agent clicks somewhere in the Genesys Desktop pane. (ER# 155850094)
| Found In: 7.6.001.11 | Fixed In: |
Agent: With Firefox, if the option voice\active-interaction-mode
is set to true, the agent might see the following warning intermittently:
Unresponsive Script. (ER# 155155332)
Workaround: Set the Firefox option dom.max_script_run_time
from 5 to 10. To access this option, type about:config
into the address bar of the Firefox application and find this option in the
displayed list of key-value pairs.
| Found In: 7.6.001.11 | Fixed In: 7.6.100.19 |
Agent: With the Firefox browser accessing Genesys Desktop through https
with Apache 2.0 as the front-end server, the agent might see the following message:
What do you want to do with this file?. (ER# 154730551)
Workaround: Upgrade to Apache 2.2 or later.
| Found In: 7.6.001.11 | Fixed In: |
Agent: If the html-format option is set to false
the Print Preview of outbound e-mail interactions does not display any reply
text entered by the agent. (ER# 174290408)
| Found In: 7.5.004.11 | Fixed In: 7.6.100.19 |
Agent: If an agent working on a Voice Callback interaction closes the browser then logs back in, the interaction is changed to a normal voice interaction. When the agent marks the interaction as Done, the Voice Callback interaction is not marked as Done. (ER# 128728761)
| Found In: 7.5.001.05 | Fixed In: 7.6.100.19 |
Agent: In ASM mode, when a contact answers a call, the agent desktop is updated with campaign information; however, on the phone call interface, the phone number is still the dialogic port instead of the contact phone number. (ER# 111904538)
| Found In: 7.5.000.16 | Fixed In: 7.6.400.09 |
Agent: If the NEC APEX T-Server restarts when an agent is on a call, the agent has to close Genesys Desktop because an out of service message displays. Upon the next login, the agent is not able to make calls, because the former call has not been released. (ER# 85111)
| Found In: 7.0.100.09 | Fixed In: |
Agent: Some switches do not allow you to change the NotReady reasons; however, they still appear as available on the agent desktop. (ER# 84288)
| Found In: 7.0.100.09 | Fixed In: |
Agent: If the Interaction Server goes down, any multimedia interactions that are still open will disappear from the agent's desktop. (ER# 83051)
| Found In: 7.0.100.09 | Fixed In: |
Agent: The Alt+Left Arrow keys are not disabled in any of the Genesys Desktop panes. (ER# 76550)
| Found In: 7.0.000.21 | Fixed In: 7.6.200.14 |
Supervisor Known Issues and Recommendations
Limitation: Configuration layer objects with names that contain the following characters might lead to errors in Genesys Supervisor Desktop:
"," (comma)
"'" (single quote)
"/" (forward slash)
"\" (back slash)
"<" (less than)
">" (greater than)
Supervisor: a NullPointerException might occur if no e-mail credentials are indicated in Server Settings for the e-mail notifications menu. (GD-8991)
Workaround: Add dummy credentials in the Server Settings for the e-mail notifications menu to have Application option supervisor/email-authenticate, then change the value of the option to false in the congifuration layer.
| Found In: 7.6.400.11 | Fixed In: |
Supervisor: In multisite configurations, whether the supervisor has one or more DNs configured, supervisors cannot change the monitoring type for outbound calls if the call is established between agents with DNs configured on different switches, or if the supervisor is monitoring the agent who initiated the call. (GD-8809)
| Found In: 7.6.402.06 | Fixed In: |
Supervisor: If a supervisor who is monitoring both IM and Voice channels ends monitoring of one of these two channels, monitoring of the other channel is also ended. (ER# 302180667)
| Found In: 7.6.400.09 | Fixed In: |
Supervisor: In the Subject, From, Mailbox, or CC fields of e-mails, the following characters will cause the details of the e-mail interaction to display incorrectly:
""" (double quote)
"<" (less than)
">" (greater than)
(ER# 287228401)
| Found In: 7.6.305.05 | Fixed In: |
Supervisor: Some interactions remain active after they have been terminated by a supervisor. (ER# 283254779)
| Found In: 7.6.305.04 | Fixed In: 7.6.400.09 |
Supervisor: Some fields and buttons in the Conditional Threshold window sometimes are not displayed. (ER# 282936803)
| Found In: 7.6.305.04 | Fixed In: 7.6.400.09 |
Supervisor: If the first agent in the list of all agents is deleted, the table columns no longer align with the column heads. (ER# 282683486)
| Found In: 7.6.305.04 | Fixed In: |
Supervisor: Chat monitoring sometimes becomes enabled in the Properties tab of agent view. (ER# 279768364)
| Found In: 7.6.305.04 | Fixed In: 7.6.402.06 |
Supervisor: A JavaScript syntax error occurs when the name of a Workbin contains <script> tags. (ER# 279768359)
| Found In: 7.6.305.04 | Fixed In: 7.6.400.09 |
Supervisor: HTML code in the names of Objects is processed in the supervisor window. (ER# 279768351)
| Found In: 7.6.305.04 | Fixed In: 7.6.400.09 |
Supervisor: In the Printable Page view, both the Interaction Property table and the Attached Data table are labeled as Attached Data. (ER# 279674113)
| Found In: 7.6.305.04 | Fixed In: 7.6.400.09 |
Supervisor: You must restart Genesys Desktop Server for changes to access groups and permissions to take effect. (ER# 271114130)
| Found In: 7.6.304.08 | Fixed In: 7.6.400.09 |
Supervisor: When you copy an attachment shortcut from the link in the Attachment tab of the Interaction view, then attempt to paste it into an e-mail interaction, nothing is pasted. (ER# 266652358)
| Found In: 7.6.304.08 | Fixed In: 7.6.305.04 |
Supervisor: Assigning a Threshold template produces unexpected behavior on a WAS deployment. (ER# 268630101)
| Found In: 7.6.303.17 | Fixed In: 7.6.304.08 |
Supervisor: The Alarm Terms field of the Action Template is vulnerable to values that contain cross-site scripting (XSS). The XSS executes and the List view becomes corrupted. (ER# 268183631)
| Found In: 7.6.303.15 | Fixed In: 7.6.304.08 |
Supervisor: If Agent, Place, Agent Group, or Place Group names have been created with cross-site scripting (XSS) in the name in Configuration Manager, and workbins for Agent, Place, Agent Group, or Place Group have been created with XSS names, the Interaction Management area becomes corrupted. (ER# 267330737)
| Found In: 7.6.303.15 | Fixed In: 7.6.304.08 |
Supervisor: The summary panel for Agent Groups is displayed as empty if an agent group is created with any of the following characters: \ / : * ? " < > | # % ! &. (ER# 267024227)
| Found In: 7.6.303.15 | Fixed In: 7.6.304.08 |
Supervisor: During Barge-in monitoring, the contents of the supervisor's IM session messages are displayed to the other party when the End button is clicked. (ER# 266563777)
| Found In: 7.6.303.15 | Fixed In: |
Supervisor: If an agent group name contains any of the following characters: \ / : * ? " < > | # % ! & and you add a selected Agent to that group, incorrect data is shown in the Current Agent Groups text field. (ER# 266498574)
| Found In: 7.6.303.15 | Fixed In: |
Supervisor: The SupervisorMonitoring option in the security section does not disable SIP silent monitoring when it is set to 0. (ER# 264362351)
| Found In: 7.6.303.15 | Fixed In: 7.6.305.04 |
Supervisor: In the Supervisor Work Area All Agents view, you cannot delete the first agent in the list, whether you attempt to delete the first agent only, or as part of a selection of agents. (ER# 264309683)
| Found In: 7.6.302.12 | Fixed In 7.6.303.15 |
Supervisor: If you attempt to edit an existing Threshold Template, a new Threshold Template is created instead. (ER# 264060010)
| Found In: 7.6.302.12 | Fixed In 7.6.303.15 |
Supervisor: Under- and over-target thresholds that use time values are not correctly validated when you create a new Threshold Template. It is possible to set Under-Target values for an Over-Target Threshold, and Over-Target values for an Under-Target Threshold. (ER# 264060001)
| Found In: 7.6.302.12 | Fixed In 7.6.303.15 |
Supervisor: In some scenarios, the supervisor Chat monitoring session does not end when the monitored agent closes the Chat session with the contact. (ER# 263954391)
| Found In: 7.6.302.12 | Fixed In |
Supervisor: In the Properties tab of an agent, after you attempt to remove the skill from the agent or from all instances where the skill is applied, the removed skills are still present in the list of skills. (ER# 263890951)
| Found In: 7.6.302.12 | Fixed In 7.6.303.15 |
Supervisor: In the Agent Group view, if a selected agent does not have any skills assigned, the skills field in the Summary tab contains the characters instead of being blank. (ER# 263665273)
| Found In: 7.6.302.12 | Fixed In 7.6.303.15 |
Supervisor: If the name of an agent contains cross-site scripting (XSS), then the Find dialog box and the Filter dialog box appear blank. (ER# 259101036)
| Found In: 7.6.302.06 | Fixed In 7.6.303.15 |
Supervisor: Logout from eServices medias is not available for Interaction Server 7.6 and earlier. (ER# 257983384)
| Found In: 7.6.302.06 | Fixed In |
Supervisor: Genesys Supervisor Desktop displays incorrect agent status Not Ready Reason codes for the case when there is at least two DNs per place. (ER# 257933814)
| Found In: 7.6.302.06 | Fixed In |
Supervisor: An error occurs if a supervisor attempts to edit a custom field of type timestamp for an existing interaction. (ER# 256869936)
| Found In: 7.6.302.06 | Fixed In |
Supervisor: The Show details only option always shows the details for the first interaction in the All Interactions, no matter which interaction is selected in the All Interactions view. (ER# 253899166)
| Found In: 7.6.301.07 | Fixed In 7.6.303.15 |
Supervisor: The interaction-show-workbins option is not available in the supervisor section for Genesys Desktop 7.6.300.14. This option enables you to specify whether the All Interactions view includes items that have been moved to workbins. Refer to ER#253513221. (ER# 251504511)
| Found In: 7.6.300.14 | Fixed In 7.6.301.07 |
Supervisor: Supervisors can initiate Chat monitoring for agents that are not logged in to the Chat media. Monitoring state is shown as Unknown. (ER# 250799566)
| Found In: 7.6.300.14 | Fixed In 7.6.302.06 |
Supervisor: Changing Chat monitoring mode might not function as expected if two agents initiate a chat with one another while each agent is being monitored by a different supervisor. (ER# 250185741)
| Found In: 7.6.300.14 | Fixed In |
Supervisor: SIP monitoring is displayed as available to supervisors during a Chat monitoring session of agents that are not logged in to a SIP media channel. (ER# 250069925)
| Found In: 7.6.300.14 | Fixed In 7.6.303.15 |
Supervisor: For SIP Server 8.0.200.33 and higher, SIP monitoring sessions are not started if an agent initiates a two-step transfer to the agent that the supervisor is monitoring. (ER# 249682352)
| Found In: 7.6.300.14 | Fixed In |
Supervisor: Some fields in the Find and Filter panes do not contain the option Any. The Any option should appear as the first item in every field drop-down list. (ER# 248700082)
| Found In: 7.6.300.14 | Fixed In 7.6.301.07 |
Supervisor: The Manage Membership pane does not function correctly if you assign more than 200 Agent Groups to an Agent. (ER# 248287559)
| Found In: 7.6.300.14 | Fixed In 7.6.301.07 |
Supervisor: If a supervisor ends a SIP IM monitoring session before a monitored call ends, then initiates a new monitoring session, the supervisor cannot see any messages that she or he sends. (ER# 248226525)
| Found In: 7.6.300.14 | Fixed In 7.6.303.15 |
Supervisor: Custom fields that have been configured as type timestamp do not display correctly in the Interaction Property column and the Interaction Attached Data column. The timestamp is not displayed. (ER# 247876049)
| Found In: 7.6.300.14 | Fixed In 7.6.301.07 |
Supervisor: Custom fields of type Integer in the Find and Filter panes display a regular text field instead of a SpinEdit field. (ER# 247876046)
| Found In: 7.6.300.14 | Fixed In |
Supervisor: The Agent Place Status window displays incorrect status information about the SIP Voice and SIP IM DNs. (ER# 246835541)
| Found In: 7.6.300.14 | Fixed In |
Supervisor: Genesys Supervisor Desktop functionality may be affected if a supervisor selects a Skill that has cross-site scripting (XSS) as part of its name. (ER# 246770029)
| Found In: 7.6.300.14 | Fixed In 7.6.302.06 |
Supervisor: The values coach and connect
are not documented in Genesys Desktop 7.6 Deployment Guide for the silent-monitor-mode
option in the supervisor section. (ER# 227246681)
Section:supervisor
Option Name:silent-monitor-mode
Default Value:mute
Valid Values:Description: Specifies the silent monitoring mode for subscription to the SIP Server media stream for voice, Instant Messaging, and chat interactions. Changes Take Effect for the next
normal—Mutes the supervisor connection, but there may be an audible warning.mute—Mutes the supervisor connection without an audible warning.coach—Starts Whisper coaching when the supervisor selects the Silent monitoring menu.connect—Starts Barge-in when the supervisor selects the Silent monitoring menu.TMonitorNextCallrequest that is issued.
| Found In: 7.6.201.06 | Fixed In 7.6.300.14 |
Supervisor: For Cisco Call Manager, if the monitoring scope is set to Call, the monitoring of a call unexpectedly ends if the agent who is handling the monitored call transfers the call. (ER# 226370435)
| Found In: 7.6.201.06 | Fixed In 7.6.301.07 |
Supervisor: For Cisco Call Manager, three issues occur when a supervisor monitors a call that is transferred by a two-step transfer to a second agent:
Not Ready
status. (ER# 225717743)
| Found In: 7.6.201.06 | Fixed In |
Supervisor: Monitoring of an agent that is logged in to a SIP channel
as a Supervisor results in a NullPointerException. Monitoring is
not blocked and monitoring of Agents is not affected by this issue. (ER# 219263021)
| Found In: 7.6.200.14 | Fixed In 7.6.201.06 |
Supervisor: You cannot use the Use default threshold template
option to assign the default threshold template to a list of objects such as
a Queue Group. You must explicitly assign the threshold template that you have
defined as the default. (ER# 219029086)
| Found In: 7.6.200.14 | Fixed In 7.6.201.06 |
Supervisor: Silent Monitoring of Web Media/Multimedia Chat is not functioning
if it is done on two instances of Genesys Desktop. If a Supervisor tries to
monitor an Agent, the monitoring status displays the text Pending,
and the invitation to the Chat session is not displayed. (ER# 218967663)
| Found In: 7.6.200.14 | Fixed In |
Supervisor: The keyboard shortcut to launch the Chat Monitoring
function does not work. (ER# 218539833)
| Found In: 7.6.200.14 | Fixed In 7.6.201.06 |
Supervisor: In Interaction view, the Find and Filter
functions do not work if the Priority field is used. (ER# 218102805)
| Found In: 7.6.200.14 | Fixed In 7.6.201.06 |
Supervisor: If a Supervisor changes the view of the Supervisor Work Area while a large set of interactions is being moved from one queue to another, the move action stops as soon as the Supervisor changes the view. Do not change the view of the Supervisor Work Area until the move action is complete. (ER# 217848419)
| Found In: 7.6.200.14 | Fixed In 7.6.201.06 |
Supervisor: In the Advanced Find dialog box, using the
Assigned field in a search returns the same results. (ER# 217558318)
| Found In: 7.6.200.14 | Fixed In 7.6.201.06 |
Supervisor: Supervisors cannot change the Wrap-Up time that has been
configured in the Genesys Configuration Layer for Agents if the Wrap-Up time
has been set to 0. If a Supervisor attempts to change the Wrap-Up
time for an Agent, an Unexpected exception message is displayed,
and the Wrap-Up time is set to the value n/a. (ER# 217513726)
| Found In: 7.6.200.14 | Fixed In 7.6.201.06 |
Supervisor: The Advanced Sort function, with some fields for both Customer Segments and Service Types, returns an empty list. (ER# 217455256)
| Found In: 7.6.200.14 | Fixed In 7.6.201.06 |
Supervisor: A message box containing the text id is displayed
if you try to use the Status field in the following functions on
Routing Point Groups: Advanced Sort, Find/Filter.
It is not possible to use the Status field for any Routing
Point Groups view. (ER# 217367554)
| Found In: 7.6.200.14 | Fixed In 7.6.201.06 |
Supervisor: Switching from Barge-In monitoring to Whisper Coaching monitoring changes the monitoring to Silent Monitoring instead. (ER# 213141921)
| Found In: 7.6.200.14 | Fixed In |
Supervisor: In configurations with LCS, the Switch to Barge In and the Switch to Silent Monitoring functions do not appear in the Monitoring menu. (ER# 207543719)
| Found In: 7.6.100.19 | Fixed In: 7.6.200.14 |
Supervisor: Simultaneous SIP Voice and Instant Messaging monitoring is supported only if the supervisor and the agent have one DN configured for voice and one DN configured for IM. If each has a single DN that is configured for both voice and IM, then only one of the two media channels can be monitored at a time. (ER# 201907464)
| Found In: 7.6.100.19 | Fixed In: |
Supervisor: Genesys Desktop does not remove extra space characters from the name of a new E-Mail Notification List if a Supervisor enters a name containing spaces at the beginning or end of the name. (ER# 181841130)
| Found In: 7.6.100.19 | Fixed In: 7.6.201.06 |
Supervisor: Genesys Desktop does not prevent you from logging in before application initialization is complete. This can cause data and code corruption. (ER# 183531837)
Workaround: Wait for the following message to appear in the Genesys
Supervisor Desktop log: Supervisor Desktop is Initialized.
| Found In: 7.6.001.12 | Fixed In: 7.6.100.19 |
Supervisor: If the name of an agent group contains any of the following
characters, an error occurs if you attempt to assign/remove agents from a group
in an All Agents view in the Detail pane or the Assign/Remove
from group in List pane:
"," (comma)
"'" (single quote)
"/" (forward slash)
"\" (back slash)
"<" (less than)
">" (greater than)
(ER# 183774341)
Workaround: Use the Agent Group view to manage group membership.
| Found In: 7.6.001.11 | Fixed In: 7.6.200.14 |
Supervisor: It is not possible to delete more than one skill at a time
from the Details pane of the All Agents view. (ER# 183531849)
Workaround: Remove skills one at a time in the Detail
section, remove the skills using the Actions menu, or remove the skills from
the Skills view.
| Found In: 7.6.001.11 | Fixed In: 7.6.100.19 |
Supervisor: For Solaris users running WebSphere 5.1.1 in environments with a large quantity of data, the Supervisor view is slow to update if the supervisor is creating or deleting a large number of agents, such as 100 to 300 at a time. (ER# 183467041)
Workaround: Create or delete agents in smaller groups. Genesys recommends creating or deleting agents in groups of 100 or less.
| Found In: 7.6.001.11 | Fixed In: 7.6.200.14 |
Supervisor: After switching between different views about 10 to 20 times, the Safari 2 browser can become slow. (ER# 177177222)
Workaround: Close and relaunch the Safari 2 browser.
Note: Support for Safari 2 is discontinued in 7.6.100.19 and later releases.
| Found In: 7.6.001.11 | Fixed In: 7.6.100.19 |
Supervisor: For Internet Explorer (IE) users, if you add between 10 and 20 agents to an empty agent group through the Configuration Layer, you may experience high CPU usage by IE for 30 to 60 seconds. (ER# 177177177)
| Found In: 7.6.001.11 | Fixed In: 7.6.100.19 |
Supervisor: On Internet Explorer 7.0, High CPU usage may occur if you move a large number of agents in the Assign Skill wizard. (ER# 176714121)
| Found In: 7.6.001.11 | Fixed In: 7.6.100.19 |
Supervisor: The wrong list of Routing Points is displayed when you try to select Routing Points from a specified set of Routing Point objects. (ER# 176180491)
| Found In: 7.6.001.11 | Fixed In: 7.6.100.19 |
Supervisor: If the default field for Advanced Find and Filter operations
is empty and you attempt to add criteria, an error message stating Invalid
Entry is displayed. (ER# 168181453)
| Found In: 7.6.001.11 | Fixed In: 7.6.201.06 |
Supervisor: The Details tab is available when you click on the Alarm tab, even if there is no information to display in the Details tab. (ER# 147280572)
| Found In: 7.6.001.11 | Fixed In: |
Supervisor: You cannot restart the Genesys Supervisor Desktop application
using the WebSphere administration console more than twice. Doing so causes
the following error from WebSphere: OutOfMemory. You must stop
and restart WebSphere. (ER# 78865280)
| Found In: 7.6.001.11 | Fixed In: 7.6.201.06 |
Supervisor: Supervisors with extended supervisor permissions cannot create an agent in the Persons folder or edit the properties of newly created agents by using the Genesys Supervisor Desktop interface. Access groups are not defined identically, whether you define them in the Configuration Layer or in Genesys Supervisor Desktop. (ER# 202632634)
| Found In: 7.5.004.16 | Fixed In: 7.5.004.19 |
Supervisor: It is now possible to assign a skill name that contains a space character (see ER# 147280564 in the Corrections and Modifications section above), however, it is still not possible to assign or remove a skill from the Detail view if the skill name contains consecutive space characters or a space character at the beginning. (ER# 175734250)
Workaround: Assign or remove skills using the Action menu in the List view.
| Found In: 7.5.004.03 | Fixed In: 7.6.1.00.19 |
Supervisor: Some predefined Tenant statistics might have stat types
with unexpected names, such as: eServiceextension.jar.[stat types_name].
(ER# 121157575)
| Found In: 7.5.001.05 | Fixed In: |
Supervisor: If several supervisors concurrently set SIP Monitoring
sessions with different monitoring scopes (for example: agent or
call for SIP) or types (like SIP or chat),
the availability of SIP Monitoring menu items might be displayed incorrectly.
If the SIP Monitoring menu items are available after a SIP monitoring session is established, and you attempt to establish it again, an erroneous message is displayed stating that the SIP monitoring session failed to be established. (ER# 120697828)
Workaround: Do the following:
| Found In: 7.5.001.05 | Fixed In: 7.6.100.19 |
Supervisor: (Internet Explorer only) Dragging of windows and dialog boxes following certain menu choices causes the buttons in those windows and dialog boxes to become disabled. (ER# 50138615, 79940503)
Example: The following workflow reproduces this issue:
Example: The following workflow reproduces this issue:
| Found In: 7.5.000.05 | Fixed In: |
Supervisor: The list of conference members while monitoring is wrong for supervisor and agent. (ER# 40188621)
Note: This issue is related to SIP Server ER# 40188218 and Agent ER# 82350421.
| Found In: 7.2.001.04 | Fixed In: |
Supervisor: Genesys Supervisor Desktop enables you to view and monitor statistics that you have set to be hidden using the Supervisor>Server Settings>Agent Statistics>Hide Agent Statistics menu option. (ER# 38830611)
| Found In: 7.2.000.08 | Fixed In: Closed. Information Provided in Genesys Desktop 7.6 Deployment Guide |
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.
IBM AIX 5.1/5.2 32-bit / 64-bit
| Discontinued As Of: 7.6.402.30 |
RedHat Linux 4
| Discontinued As Of: 7.6.402.30 |
Tru64 O/S
| Discontinued As Of: 7.6.402.30 |
JDK 1.5
| Discontinued As Of: 7.6.402.30 |
JDK 1.4.2
| Discontinued As Of: 7.6.402.06 |
IBM WebSphere 5.x
| Discontinued As Of: 7.6.400.09 |
Windows 2000
| Discontinued As Of: 7.6.400.09 |
Apache Tomcat 5.0
| Discontinued As Of: 7.6.300.14 |
Apache Tomcat 4.1
| Discontinued As Of: 7.6.300.14 |
Genesys Desktop SIP Endpoint (Sample).
| Discontinued As Of: 7.6.300.14 |
Safari 2 browser.
| Discontinued As Of: 7.6.100.19 |
Firefox 1.5 browser.
| Discontinued As Of: 7.6.100.19 |
Information in this section is included for international customers.
Supervisor: If Genesys Supervisor Desktop is deployed on Red Hat Enterprise Linux, Solaris, or AIX, Russian characters do not display correctly. (ER# 227276011)
| Found In: 7.6.201.06 | Fixed In |
Additional information about Genesys Telecommunications Laboratories, Inc. is available on our Customer Care website. The following documentation also contains information about this software. Please consult the Genesys Desktop 7.6 Deployment Guide first.
Genesys Desktop 7.6 Deployment Guide describes deployment procedures for Genesys Desktop.
Genesys Desktop 7.6 Help is a guide to the Genesys Desktop.
Genesys Desktop 7.6 XML Tag Reference describes the XML tags for the Genesys Desktop 7.6 Customization Examples.
Genesys Desktop 7.6 Developer's Guide is a guide to customizing Genesys Desktop.
Framework SIP Server 7.6 Deployment Guide is a guide to the Genesys SIP Server.
Multimedia 7.6 Deployment Guide describes deployment procedures for all Multimedia components.
Multimedia 7.6 User's Guide provides overall information and recommendations on the use and operation of Multimedia.
Multimedia 7.6 Reference Manual provides a reference listing of all configuration options and field codes used in standard responses.
Multimedia 7.6 Universal Contact Server Manager Help is a guide to the Universal Contact Server Manager user interface.
Multimedia 7.6 Knowledge Manager Help is a guide to the Knowledge Manager user interface.
Multimedia 7.6 Open Media Interaction Models Reference Manual presents basic interaction models that show how Multimedia components work together by exchanging messages.
Universal Routing 7.6 Interaction Routing Designer Help is a guide to Interaction Routing Designer, including the portion of it that designs interaction workflows and business processes for Multimedia.
Universal Routing 7.6 Business Process User's Guide contains step-by-step instructions for using Interaction Routing Designer to design interaction workflows. It also describes the sample business processes supplied with Multimedia.
Genesys 7.6 Security Deployment Guide describes Genesys security features and detailed instructions for deploying them. These features provide for secure data transfer between Genesys components, protection against unauthorized access, and protection against data loss in case of component failure.
Genesys 7.6 Instant Messaging Solution Guide provides a guide to integrating the Genesys Instant Messaging solution.
Product documentation is provided on the Customer Care website, the Genesys Documentation website, and the Documentation Library DVD (produced monthly).
Note: For the DVD, the New Documents on this DVD page indicates the production date for that disc. Due to disc production schedules, documentation on the Genesys Documentation website may be more up-to-date than what is available on disc immediately after a product is released or updated. To determine the version of a document, check the version number that is located on the second page in PDFs or on the About This File topic in Help files.