| Release Number | AIX | HP-UX | Linux | Solaris | Tru64 UNIX | Windows |
|---|---|---|---|---|---|---|
| 7.6.100.25_JPN – General | X | X | X | X | ||
| 7.6.100.25 [11/21/08] – Hot Fix | X | X | ||||
| 7.6.100.24 [10/31/08] – Hot Fix | X | |||||
| 7.6.100.22 [10/14/08] – Hot Fix | X | X | ||||
| 7.6.100.20 [09/30/08] – Hot Fix | X | X | ||||
| 7.6.100.19 [09/18/08] – General | X | X | X | X | ||
| 7.6.001.15 [06/27/08] – Hot Fix | X | |||||
| 7.6.001.12 [03/28/08] – Hot Fix | X | X | ||||
| 7.6.001.11 [02/29/08] – General | X | X | X | X |
This release note applies to all 7.6 releases of Genesys Desktop for the Japanese market.
Genesys follows applicable third-party redistribution policies to the extent that Genesys solutions utilize functionality of commercial or non-commercial third parties. For specific information on any third-party software used in this product, see the Read Me.
Supported Operating Systems
New in This Release
Corrections and Modifications
This is a generally available release for the Japanese market. This localization is based on Genesys Desktop 7.6.100.25. Modifications to this software component in later software versions are not supported in this localized version.
This release does not contain new features or functionality.
This release does not include any corrections and modifications.
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 fuction 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.
Genesys Desktop now supports the Genesys Instant Messaging (IM) channel. Inbound interactions are handled in an interface that appears the same as Multimedia Chat. IM supports the following:
Configure Genesys Desktop IM through the new 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.
Agent: Genesys Desktop has improved Accessibility.
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).
Agent: The auto-answer function for interactions is now configurable in the Agent annex of the Configuration Layer. (ER# 189212325)
The 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 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 precompile 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.
General Known Issues and Recommendations
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: 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: |
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) is in Progressive mode. (ER# 188685857)
| Found In: 7.5.004.10 | Fixed In: |
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.
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: |
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: |
Supervisor Known Issues and Recommendations
Limitation: Configuration layer objects with names that contain the following characters may lead to errors in Genesys Supervisor Desktop:
"," (comma)
"'" (single quote)
"/" (forward slash)
"\" (back slash)
"<" (less than)
">" (greater than)
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: |
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 authentification is to be used.
| Found In: 7.6.101.01 | Fixed In: |
Supervisor: You cannot lock a snapshot in Oracle that contains more than 999 interactions. (ER# 204773021)
| Found In: 7.6.100.19 | Fixed In: |
Supervisor: Simultaneous SIP Voice and Genesys Desktop Instant Message 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: 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: |
Supervisor: Simultaneous SIP Voice and Genesys Desktop Instant Message monitoring is supported only if the supervisor and the agent have the same DN configuration. For example, but must have two DNs, or both must have one DN. (ER# 201907464)
| Found In: 7.6.100.19 | Fixed In: |
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: |
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: 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: 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: |
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: |
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: |
Supervisor: You may experience issues after locking or unlocking interactions. For example, after you unlock an interaction it may remain locked briefly; locked interactions may become unlocked if you move them to a queue, and you may not be able to lock them again; and you may see events from Stat Server when you move locked interactions to an agent workbin. (ER# 154421280)
| Found In: 7.6.001.11 | Fixed In: |
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: |
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.xx.xx |
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: For Safari users running Genesys Desktop under Weblogic/AIX, two supervisors cannot login from the same machine using the same instance of Safari. If two supervisors login on the same machine, the second supervisor receives a message stating that the connection to the server is down. (ER# 45926633)
| Found In: 7.2.002.26 | 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: |
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.
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.
There is no information for international customers in this release of Genesys Desktop.
Additional information about Genesys Telecommunications Laboratories, Inc. is available on our Technical Support website. You can also find Genesys Desktop information for developers in the DevZone, the Genesys Developer portal. The following documentation also contains information about this software. Please consult the 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.