Release Note

Genesys Info Mart

7.6.x

Genesys Telecommunications Laboratories, Inc. 2008–2015

Contents

Introduction

Release Number AIX HP-UX Linux Solaris Tru64 UNIX Windows
7.6.015.22 [03/19/15] – Hot Fix X   X X   X
7.6.015.21 [01/10/14] – Hot Fix X X X X   X
7.6.015.20 [11/04/13] – Hot Fix X X X X   X
7.6.015.19 [06/07/13] – Hot Fix X X X X   X
7.6.015.18 [06/05/13] – General X X X X   X
7.6.015.15 [01/24/13] – Hot Fix X X X X   X
7.6.015.14 [01/02/13] – Hot Fix X X X X   X
7.6.015.13 [11/14/12] – Hot Fix X X X X   X
7.6.015.12 [09/19/12] – Hot Fix X X X X   X
7.6.015.11 [08/22/12] – Hot Fix X X X X   X
7.6.015.08 [07/17/12] – Hot Fix X X X X   X
7.6.015.07 [05/16/12] – Hot Fix X X X X   X
7.6.015.06 [02/03/12] – Hot Fix X X X X   X
7.6.015.05 [11/15/11] – Hot Fix X X X X   X
7.6.015.03 [10/21/11] – Hot Fix X X X X   X
7.6.014.09 [09/14/11] – General X X X X   X
7.6.013.08 [06/14/11] – General X X X X   X
7.6.012.15 [05/26/11] – Hot Fix     X      
7.6.012.14 [11/05/11] – Hot Fix X X X X   X
7.6.012.13 [04/28/11] – Hot Fix X X X X   X
7.6.012.12 [04/21/11] – Hot Fix       X   X
7.6.012.11 [04/12/11] – Hot Fix           X
7.6.012.10 [04/05/11] – Hot Fix X X X X   X
7.6.012.08 [03/22/11] – General X X X X   X
7.6.011.09 [01/28/11] – Hot Fix       X    
7.6.011.08 [12/13/10] – General X X X X   X
7.6.010.10 [11/10/10] – Hot Fix X X X X   X
7.6.010.08 [10/27/10] – Hot Fix           X
7.6.010.07 [09/08/10] – General X X X X   X
7.6.009.09 [07/07/10] – Hot Fix           X
7.6.009.08 [06/17/10] – General X X X X   X
7.6.008.15 [05/19/10] – Hot Fix X X X X   X
7.6.008.14 [04/22/10] – General X X X X   X
7.6.007.14 [02/25/10] – Hot Fix X X X X   X
7.6.007.13 [02/16/10] – Hot Fix X X X X   X
7.6.007.12 [02/05/10] – Hot Fix X X X X   X
7.6.007.11 [01/29/10] – Hot Fix           X
7.6.007.10 [01/19/10] – Hot Fix X X X X   X
7.6.007.09 [01/11/10] – Hot Fix X          
7.6.007.08 [12/14/09] – General X X X X   X
7.6.006.19 [11/12/09] – Hot Fix X X X X   X
7.6.006.18 [10/29/09] – Hot Fix       X    
7.6.006.17 [10/01/09] – Hot Fix X          
7.6.006.15 [09/30/09] – General X X X X   X
7.6.005.12 [07/22/09] – Hot Fix           X
7.6.005.11 [06/24/09] – General X X X X   X
7.6.004.14 [06/03/09] – Hot Fix           X
7.6.004.13 [05/19/09] – Hot Fix X     X   X
7.6.004.11 [04/30/09] – Hot Fix       X   X
7.6.004.10 [04/28/09] – Hot Fix X X X X   X
7.6.004.09 [04/09/09] – Hot Fix           X
7.6.004.08 [04/02/09] – Hot Fix       X   X
7.6.004.07 [03/31/09] – General X X X X   X
7.6.003.08 [03/12/09] – Hot Fix       X    
7.6.003.07 [03/10/09] – Hot Fix           X
7.6.003.06 [02/12/09] – Hot Fix           X
7.6.003.05 [01/30/09] – General X X X X   X
7.6.002.07 [12/18/08] – Hot Fix           X
7.6.002.06 [11/17/08] – Hot Fix           X
7.6.002.05 [11/06/08] – Hot Fix       X    
7.6.002.04 [10/30/08] – Hot Fix           X
7.6.002.03 [10/27/08] – General X X X X   X
7.6.001.07 [09/26/08] – General X X X X   X

Known Issues and Recommendations
Discontinued Support
Internationalization
Additional Information


Introduction

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 for more details.

This release note applies to all 7.6 releases of Genesys Info Mart.

Use of Third-Party Software

Genesys follows applicable third-party redistribution policies to the extent that Genesys solutions utilize third-party functionality. For additional information on third-party software used in this product, see the Read Me. Please contact your customer care representative if you have any questions.

For important known issues and recommendations relating to the software with which Genesys Info Mart interacts, refer to the Genesys Info Mart 7.6 Release Advisory.


Release Number 7.6.015.22 [03/19/15] Hot Fix

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

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

New in This Release

This is a hot fix for this product. This release contains no new features or functionality. Refer to the Deployment Procedure for this release to deploy the installation package within your environment.

Corrections and Modifications

This release includes the following corrections and modifications:


Job_TransformGIM no longer fails while transforming agent activity when voice interaction data is more than 30 days older than the agent activity data. Previously in this scenario, Job_TransformGIM might have failed, and generated a message similar to the following:

  2015-03-09 17:46:56,560 WARN  Thread-2571620 55-20049 "Job step TransformAgentActivity failed  with error
  java.util.ConcurrentModificationException
	at java.util.AbstractList$Itr.checkForComodification(AbstractList.java:449)
	at java.util.AbstractList$Itr.next(AbstractList.java:420)
	at com.genesyslab.gim.etl.jobs.TransformLookup.getResourceGroupCombinationKey(TransformLookup.java:11530)
	at com.genesyslab.gim.etl.stage.db.StgSmResStateReasonFact.(StgSmResStateReasonFact.java:129)
	at com.genesyslab.gim.etl.jobs.SmAgentSummaryVoice.buildReasonFacts(SmAgentSummaryVoice.java:717)
	at com.genesyslab.gim.etl.jobs.SmAgentSummaryVoice.getSmRollups(SmAgentSummaryVoice.java:104)
	at com.genesyslab.gim.etl.jobs.TransformAgentActivity.doICONVoiceSmResourceStatesAndReasons(TransformAgentActivity.java:6440)
	at com.genesyslab.gim.etl.jobs.TransformAgentActivity.doTransformAgentActivity(TransformAgentActivity.java:300)
	at com.genesyslab.gim.etl.jobs.TransformAgentActivity.start(TransformAgentActivity.java:267)
	at com.genesyslab.gim.etl.jobs.JobTransformGim$RunStep.doRunStep(JobTransformGim.java:246)
	at com.genesyslab.gim.etl.jobs.JobTransformGim$RunStep.run(JobTransformGim.java:195)

(GIM-9842)


In multi-tenant deployments, Genesys Info Mart now uses appropriate start times for purging data from the aggregate table rows for each tenant. Previously, Job_MaintainGIM used the oldest data in the aggregates of one tenant as the start time for the aggregate purging queries of all tenants. This could have caused Job_MaintainGIM to run longer than necessary, or could have prevented the purging of aggregate data for some tenants. (GIM-9806)


In deployments where voice agent details are being extracted from Stat Server, Genesys Info Mart no longer creates duplicate RESOURCE_STATE_FACT rows showing the same agents, states, and start times as the original rows. Previously, such duplicate rows might have been created during periods in which source data extraction was being throttled. (GIM-9804)


Genesys Info Mart no longer discards voice interactions in scenarios in which:

  1. A handling resource single-step transfers the call directly to a resource on another switch.
  2. A consult call is later initiated by a handling resource on a switch other than the switch on which the single-step transfer initiator resides.

Previously in this scenario, Job_TransformGIM logged an IR_CALL_FLOW_UNRECOGNIZED exception and discarded the voice interaction. (GIM-9803)


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Release Number 7.6.015.21 [01/10/14] Hot Fix

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

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

New in This Release

This is a hot fix for this product. This release contains no new features or functionality. Refer to the Deployment Procedure for this release to deploy the installation package within your environment.

Corrections and Modifications

This release includes the following corrections and modifications:


Genesys Info Mart no longer fails to collect information about updates to Configuration Server objects (such as changes to Agent, DN, Switch, Place, Group, Tenant, Script, IVR, IVR Port, Campaign, or Calling List). Previously, if Job_ExtractICON wrote such an update to the Staging Area database table (such as STG_RESOURCE) at the same time that Job_LoadRecent read from the Staging Area database table, the newly written update could be skipped by Job_LoadRecent and therefore not be moved to an Info Mart database table (such as RESOURCE_). (GIM-8544)


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Release Number 7.6.015.20 [11/04/13] Hot Fix

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

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

New in This Release

This is a hot fix for this product. This release contains no new features or functionality. Refer to the Deployment Procedure for this release to deploy the installation package within your environment.

Corrections and Modifications

This release includes the following corrections and modifications:


Job_ExtractICON no longer becomes stuck when extracting an ICON_CORE data source for the first time in situations where limit-extract-data is set to true, and the available data in another data source in the topology exceeds the time range specified in extract-data-time-limit. (GIM-8227)


Genesys Info Mart no longer misses creating RESOURCE_SKILL_FACT rows for GCX_SKILL_LEVEL records created by ICON during its re-synchronization procedure, as long as Job_ExtractICON for the ICON_CFG role does not run during this procedure. Previously, in ICON releases 8.1.100.34 and earlier, ICON might create GCX_SKILL_LEVEL records during its re-synchronization procedure where agent-skill relationships had overlapping time spans for different skill levels, by terminating a record with an end time that exceeded the create time of another record for the same agent-skill relationship. This resulted in missing RESOURCE_SKILL_FACT rows in the Genesys Info Mart database. (GIM-8226)


Genesys Info Mart has improved the representation of call flows in environments that use Cisco Unified Communications Manager Version 5.0 or later. Previously, Genesys Info Mart may have incorrectly populated INTERACTION_SEGMENT_FACT, INTERACTION_RESOURCE_FACT, and MEDIATION_SEGMENT_FACT rows with, for example, negative durations and incorrect technical descriptors. (GIM-8165)


When Job_LoadRecent is running the Aggregation step and Job_TransformGIM has started and completed during the Aggregation step, Genesys Info Mart no longer mistakenly starts another ETL cycle; instead, Genesys Info Mart starts Job_LoadRecent. Previously, Genesys Info Mart sometimes began another ETL cycle at that point, which could cause Job_TransformGIM to produce duplicate rows (representing agent ACW states) in the IXN_RESOURCE_STATE_FACT table. (GIM-8124)


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Release Number 7.6.015.19 [06/07/13] – Hot Fix

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

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

New in This Release

This is a hot fix release for this product. Refer to the Deployment Procedure for this release to deploy the installation package within your environment.

Note: This release of Genesys Info Mart was tested with Genesys Info Mart Administration Console 7.6.000.10. Refer to the Genesys Info Mart Administration Console 7.6 Release Note for known issues and recommendations for this component.

This release contains no new features or functionality.

Corrections and Modifications

This release includes the following corrections and modifications:


During transformation of user data that is mapped to the USER_DATA_16 through USER_DATA_20 columns, Genesys Info Mart now ignores the user data if it exceeds 128 characters, logging the following message:

2010-05-05 10:29:55,195 INFO main 55-30000 "ignoring userdata that exceeds the 128 character limit for column name USER_DATA_16"

Previously, the transformation job failed with a database exception similar to the following:

2010-04-29 11:12:30,383 WARN  Thread-541   55-23000 "database error.  Exception: ' (entityName=StgInteractionFact, writeType=1, cnt=2):
		org.hibernate.exception.DataException: Could not execute JDBC batch update
		Caused by: java.sql.BatchUpdateException: com.microsoft.sqlserver.jdbc.SQLServerException: String or binary data would be truncated.

Note: This issue occurred for multimedia interactions only.

(ER# 323898436)


Genesys Info Mart now correctly populates the TARGET_* and TECHNICAL_DESCRIPTOR_KEY columns in the MEDIATION_SEGMENT_FACT table in scenarios when a call is routed to an agent from a virtual queue, and the strategy selects a target type of Campaign Group. Previously, the TARGET_* columns erroneously contained NULL or default values instead of the values referring to the target agent, and the TECHNICAL_DESCRIPTOR_KEY incorrectly referred to a Result Reason of Unspecified instead of AnsweredByAgent. (ER# 323625361)


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Release Number 7.6.015.18 [06/05/13] – General

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

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

New in This Release

This is a general release for this product. Refer to the Deployment Procedure for this release to deploy the installation package within your environment.

Note: This release of Genesys Info Mart was tested with Genesys Info Mart Administration Console 7.6.000.10. Refer to the Genesys Info Mart Administration Console 7.6 Release Note for known issues and recommendations for this component.

This release contains no new features or functionality.

Corrections and Modifications

This release includes the following corrections and modifications:


The transformation job no longer becomes unresponsive when multimedia interaction source data includes a party that is its own parent. Previously, the transformation of multimedia interactions could go into an infinite loop trying to follow the parent party chain. (ER# 320539656)


Genesys Info Mart now successfully waits for an active Job_ExtractICON job for the ICON_CORE role to shut down before allowing another instance of this same job to be started. Previously, when shutting down a running Job_ExtractICON for the ICON_CORE role from Administration Console with the Genesys Info Mart application option extract-agent-activity-data-in-parallel set to TRUE, Genesys Info Mart would not wait for the currently running job to shut down and could allow another instance of the same job to run in parallel with the first. (ER# 318586901)


In deployments that extract UserEvent-based KVP data from the G_CUSTOM_DATA_S table, Job_ExtractICON no longer becomes unresponsive when querying the IDB. (ER# 318348068)


Genesys Info Mart no longer creates erroneous overlapping rows in the SM_RES_STATE_FACT table or rows with negative durations in the SM_RES_STATE_REASON_FACT table in scenarios where an agent is simultaneously logged onto more than one switch. (ER# 317203847)


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Release Number 7.6.015.15 [01/24/13] – Hot Fix

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

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

New in This Release

This is a hot fix release for this product. Refer to the Deployment Procedure for this release to deploy the installation package within your environment.

Note: This release of Genesys Info Mart was tested with Genesys Info Mart Administration Console 7.6.000.10. Refer to the Genesys Info Mart Administration Console 7.6 Release Note for known issues and recommendations for this component.

This release contains no new features or functionality.

Corrections and Modifications

This release includes the following corrections and modifications:


For deployments that include an HA pair of data sources for the ICON_CFG role, Genesys Info Mart no longer fails when executing Job_ExtractICON for the ICON_CFG role against an HA pair that has one data source unavailable and the ha-cfg-all-connections-required Genesys Info Mart application option in the [gim-etl] section is set to FALSE. (ER# 315954321)


The transformation job no longer fails while processing the summarized voice resource states and reasons in certain scenarios in which Genesys Info Mart is configured to factor the Do-Not-Disturb modes into the summarized resource states and reasons, and network outages cause a periodic loss of connectivity between T-Server and Interaction Concentrator. Previously, the job might fail, causing an error message, such as the following, to be logged:

2012-11-19 13:12:43,376 WARN  Thread-17872 55-20049 "Job step TransformAgentActivity failed  with error java.lang.NullPointerException
        at com.genesyslab.gim.etl.jobs.SmAgentSummaryVoice.buildTimeSlices(SmAgentSummaryVoice.java:332)
        at com.genesyslab.gim.etl.jobs.SmAgentSummaryVoice.getSmRollups(SmAgentSummaryVoice.java:88)
        at com.genesyslab.gim.etl.jobs.TransformAgentActivity.doICONVoiceSmResourceStatesAndReasons(TransformAgentActivity.java:6082)
        at com.genesyslab.gim.etl.jobs.TransformAgentActivity.doTransformAgentActivity(TransformAgentActivity.java:236)
        at com.genesyslab.gim.etl.jobs.TransformAgentActivity.start(TransformAgentActivity.java:204)
        at com.genesyslab.gim.etl.jobs.JobTransformGim$RunStep.doRunStep(JobTransformGim.java:207)
        at com.genesyslab.gim.etl.jobs.JobTransformGim$RunStep.run(JobTransformGim.java:157)

(ER# 314792681)


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Release Number 7.6.015.14 [01/02/13] – Hot Fix

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

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

New in This Release

This is a hot fix release for this product. Refer to the Deployment Procedure for this release to deploy the installation package within your environment.

Note: This release of Genesys Info Mart was tested with Genesys Info Mart Administration Console 7.6.000.10. Refer to the Genesys Info Mart Administration Console 7.6 Release Note for known issues and recommendations for this component.

This release contains no new features or functionality.

Corrections and Modifications

This release includes the following corrections and modifications:


Job_LoadRecent no longer fails when it updates the RES_PREVIOUS_DT_STATE_KEY column in the INTERACTION_RESOURCE_FACT table in environments where the value of the INTERACTION_RESOURCE_ID column is greater than the maximum value of an integer. Previously, the job would fail, causing an error message, such as the following, to be logged:

2012-12-28 13:33:47,477 WARN  Thread-3619257 55-20049 "Job step GR_INT failed  with error java.sql.SQLException: Numeric Overflow
                at oracle.jdbc.driver.SQLStateMapping.newSQLException(SQLStateMapping.java:70)
                at oracle.jdbc.driver.DatabaseError.newSQLException(DatabaseError.java:112)
                at oracle.jdbc.driver.DatabaseError.throwSqlException(DatabaseError.java:173)
                at oracle.jdbc.driver.DatabaseError.throwSqlException(DatabaseError.java:229)
                at oracle.jdbc.driver.DatabaseError.throwSqlException(DatabaseError.java:403)
                at oracle.jdbc.driver.NumberCommonAccessor.throwOverflow(NumberCommonAccessor.java:4319)
                at oracle.jdbc.driver.NumberCommonAccessor.getInt(NumberCommonAccessor.java:127)
                at oracle.jdbc.driver.OracleResultSetImpl.getInt(OracleResultSetImpl.java:712)
                at com.mchange.v2.c3p0.impl.NewProxyResultSet.getInt(NewProxyResultSet.java:2547)
                at com.genesyslab.gim.etl.jobs.JobLoad.updateIrfAgentState(JobLoad.java:3752)
                at com.genesyslab.gim.etl.jobs.JobLoadRecent.start(JobLoadRecent.java:488)
                at com.genesyslab.gim.etl.manager.LaunchJob.runJob(LaunchJob.java:297)
                at com.genesyslab.gim.etl.manager.LaunchJob.run(LaunchJob.java:223)

(ER# 315403159)


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Release Number 7.6.015.13 [11/14/12] – Hot Fix

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

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

New in This Release

This is a hot fix release for this product. Refer to the Deployment Procedure for this release to deploy the installation package within your environment.

Note: This release of Genesys Info Mart was tested with Genesys Info Mart Administration Console 7.6.000.10. Refer to the Genesys Info Mart Administration Console 7.6 Release Note for known issues and recommendations for this component.

This release contains no new features or functionality.

Corrections and Modifications

This release includes the following corrections and modifications:


When running Job_ExtractICON for the ICON_CFG role for the first time with a Staging Area database deployed on DB2, Job_ExtractICON no longer freezes or fails with a LockAcquisitionException error message similar to the following:

2012-10-27 10:06:21,882 WARN  Thread-1679  55-23000 "database error.  Exception: 'org.hibernate.exception.LockAcquisitionException: could not advance using next()
	at org.hibernate.exception.SQLStateConverter.convert(SQLStateConverter.java:82)
	at org.hibernate.exception.JDBCExceptionHelper.convert(JDBCExceptionHelper.java:43)
	at org.hibernate.exception.JDBCExceptionHelper.convert(JDBCExceptionHelper.java:29)
	at org.hibernate.impl.ScrollableResultsImpl.next(ScrollableResultsImpl.java:104)
	at com.genesyslab.gim.etl.util.TableReader.run(TableReader.java:346)

(ER# 312461995)


Genesys Info Mart now populates the CASE_ID column for multimedia interaction facts in the INTERACTION_FACT and INTERACTION_SEGMENT_FACT tables. (ER# 312330630)


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Release Number 7.6.015.12 [09/19/12] – Hot Fix

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

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

New in This Release

This is a hot fix release for this product. Refer to the Deployment Procedure for this release to deploy the installation package within your environment.

Note: This release of Genesys Info Mart was tested with Genesys Info Mart Administration Console 7.6.000.10. Refer to the Genesys Info Mart Administration Console 7.6 Release Note for known issues and recommendations for this component.

This release contains no new features or functionality.

Corrections and Modifications

This release includes the following correction and modification:


Genesys Info Mart no longer leaves calls in the Merging Area for longer than the configured merge timeout. Previously, Genesys Info Mart might leave some calls in the Merging Area and never merge those calls. (ER# 307257222)


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Release Number 7.6.015.11 [08/22/12] – Hot Fix

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

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

New in This Release

This is a hot fix release for this product. Refer to the Deployment Procedure for this release to deploy the installation package within your environment.

Note: This release of Genesys Info Mart was tested with Genesys Info Mart Administration Console 7.6.000.10. Refer to the Genesys Info Mart Administration Console 7.6 Release Note for known issues and recommendations for this component.

This release contains no new features or functionality.

Corrections and Modifications

This release includes the following corrections and modifications:


Genesys Info Mart now successfully reads its configuration options from an object's Annex tab in environments where another application's configuration options in the Annex tab contain binary (non-string) values. Previously, Genesys Info Mart could not read its configuration options and logged the following exception:

2012-08-13 15:55:26,606 WARN  main         55-20003 "Exception: java.lang.NullPointerException
	at java.util.Hashtable.put(Unknown Source)
	at java.util.Properties.setProperty(Unknown Source)
	at com.genesyslab.gim.etl.GimHelper.tkvListToProperties(GimHelper.java:506)
	at com.genesyslab.gim.etl.GimConfig.parseGimTenantOptions(GimConfig.java:1298)
	at com.genesyslab.gim.etl.GimConfig.writeCfgOptions(GimConfig.java:2951)
	at com.genesyslab.gim.etl.GimConfig.processCfgData(GimConfig.java:1621)
	at com.genesyslab.gim.etl.GimConfig.main(GimConfig.java:1121)

(ER# 306870734)


Genesys Info Mart now correctly populates Technical Descriptor information in MEDIATION_SEGMENT_FACT in scenarios where Chat Server is configured to stop an abandoned interaction and a chat interaction is abandoned while alerting at an Agent Place. Previously, Genesys Info Mart populated a Technical Descriptor result reason of Revoked, instead of Abandoned While Ringing. (ER# 304613633)


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Release Number 7.6.015.08 [07/17/12] – Hot Fix

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

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

New in This Release

This is a hot fix release for this product. Refer to the Deployment Procedure for this release to deploy the installation package within your environment.

Note: This release of Genesys Info Mart was tested with Genesys Info Mart Administration Console 7.6.000.10. Refer to the Genesys Info Mart Administration Console 7.6 Release Note for known issues and recommendations for this component.

This release contains no new features or functionality.

Corrections and Modifications

This release includes the following correction and modification:


Genesys Info Mart now correctly populates Technical Descriptor information in MEDIATION_SEGMENT_FACT in scenarios where Chat Server is configured to stop an abandoned interaction and a chat interaction is abandoned while in a Virtual Queue. Previously, Genesys Info Mart populated a Technical Descriptor result of Cleared, instead of Abandoned. (ER# 303905357)


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Release Number 7.6.015.07 [05/16/12] – Hot Fix

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

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

New in This Release

This is a hot fix release for this product. Refer to the Deployment Procedure for this release to deploy the installation package within your environment.

Note: This release of Genesys Info Mart was tested with Genesys Info Mart Administration Console 7.6.000.10. Refer to the Genesys Info Mart Administration Console 7.6 Release Note for known issues and recommendations for this component.

This release contains no new features or functionality.

Corrections and Modifications

This release includes the following corrections and modifications:


The migrate_gim_staging_area.sql script no longer fails with the ORA-00955: name is already used by an existing object exception when migrating a Staging Area database on Oracle from Genesys Info Mart 7.5 to 7.6. (ER# 295539141)


The migrate_gim_staging_area.sql script might fail with the ORA-01450: maximum key length exceeded exception when migrating a Staging Area database on Oracle from Genesys Info Mart 7.5 to 7.6. If the script fails with this exception, refer to comments in the migrate_gim_staging_area.sql script that describe how to create a different version of STG_USER_DATA_IDX. (ER# 295539131)


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Release Number 7.6.015.06 [02/03/12] – Hot Fix

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

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

New in This Release

This is a hot fix release for this product. Refer to the Deployment Procedure for this release to deploy the installation package within your environment.

Note: This release of Genesys Info Mart was tested with Genesys Info Mart Administration Console 7.6.000.10. Refer to the Genesys Info Mart Administration Console 7.6 Release Note for known issues and recommendations for this component.

This release contains no new features or functionality.

Corrections and Modifications

This release includes the following corrections and modifications:


For deployments that use Microsoft SQL Server for the Interaction Concentrator data sources, Job_ExtractICON no longer fails with an error message similar to the following:

2011-12-28 18:00:25,527 WARN  Thread-391743 55-24001 "'Job_ExtractICON' - error extracting rows from 'ICON_CORE' table 'G_LOGIN_SESSION'
in DAP 'DAP_GIM_JDBC_GenIConVoice1'.  Exception: 'a different object with the same identifier value was already associated with the session:
[com.genesyslab.gim.etl.stage.db.StgGLoginSession#com.genesyslab.gim.etl.stage.db.StgGLoginSessionId@b92aba9c]org.hibernate.NonUniqueObjectException:
a different object with the same identifier value was already associated with the session:
[com.genesyslab.gim.etl.stage.db.StgGLoginSession#com.genesyslab.gim.etl.stage.db.StgGLoginSessionId@b92aba9c]
	at org.hibernate.event.def.AbstractSaveEventListener.performSave(AbstractSaveEventListener.java:154)
	at org.hibernate.event.def.AbstractSaveEventListener.saveWithGeneratedId(AbstractSaveEventListener.java:114)
	at org.hibernate.event.def.DefaultSaveOrUpdateEventListener.saveWithGeneratedOrRequestedId(DefaultSaveOrUpdateEventListener.java:186)
	at org.hibernate.event.def.DefaultSaveEventListener.saveWithGeneratedOrRequestedId(DefaultSaveEventListener.java:33)
	at org.hibernate.event.def.DefaultSaveOrUpdateEventListener.entityIsTransient(DefaultSaveOrUpdateEventListener.java:175)
	at org.hibernate.event.def.DefaultSaveEventListener.performSaveOrUpdate(DefaultSaveEventListener.java:27)
	at org.hibernate.event.def.DefaultSaveOrUpdateEventListener.onSaveOrUpdate(DefaultSaveOrUpdateEventListener.java:70)
	at org.hibernate.impl.SessionImpl.fireSave(SessionImpl.java:530)
	at org.hibernate.impl.SessionImpl.save(SessionImpl.java:518)
	at com.genesyslab.gim.etl.util.TableWriter.run(TableWriter.java:191)

(ER# 292831692)


Genesys Info Mart now correctly creates an IXN_RESOURCE_STATE_FACT to indicate a Wrap state in the following scenario:

  1. An agent is in a call with the customer.
  2. The agent puts the customer on hold and initiates a consult call.
  3. The customer hangs up while the agent is still participating in the consult call.
  4. The agent later goes into After Call Work.

Previously, the IXN_RESOURCE_STATE_FACT indicated UNKNOWN state and a message would have been logged similar to the following:

2011-12-26 15:48:14,128 INFO  Thread-127097 55-34206 "Questionable data encountered, transformation continues: TransformLookup asked to
lookup the interaction resource state key for an invalid combination: role=INITIATOR, descriptor=CONSULT, state=WRAP."

(ER# 290963122)


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Release Number 7.6.015.05 [11/15/11] – Hot Fix

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

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

New in This Release

This is a hot fix release for this product. Refer to the Deployment Procedure for this release to deploy the installation package within your environment.

Note: This release of Genesys Info Mart was tested with Genesys Info Mart Administration Console 7.6.000.10. Refer to the Genesys Info Mart Administration Console 7.6 Release Note for known issues and recommendations for this component.

This release contains no new features or functionality.

Corrections and Modifications

This release includes the following corrections and modifications:


Genesys Info Mart no longer discards voice interactions in scenarios in which a call is routed by a network switch to an agent, that agent performs a network-attended transfer back to the network switch, and the call is then routed to a second agent, who later initiates a consult call. Previously in this scenario, Job_TransformGIM logged an IR_CALL_FLOW_UNRECOGNIZED exception and discarded the voice interaction. (ER# 284402837)


In scenarios in which an agent changes reasons within a single multimedia Not Ready state, Genesys Info Mart now correctly populates the corresponding rows in the SM_RES_STATE_REASON_FACT table. Previously, the reasons had incorrectly been recorded as concurrent instead of sequential. (ER# 284348566)


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Release Number 7.6.015.03 [10/21/11] – Hot Fix

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

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

New in This Release

This is a hot fix release for this product. Refer to the Deployment Procedure for this release to deploy the installation package within your environment.

Note: This release of Genesys Info Mart was tested with Genesys Info Mart Administration Console 7.6.000.10. Refer to the Genesys Info Mart Administration Console 7.6 Release Note for known issues and recommendations for this component.

This release contains no new features or functionality.

Corrections and Modifications

This release includes the following corrections and modifications:


For deployments that use SQL Server, Genesys Info Mart now correctly extracts all data from the Interaction Database (IDB) GX_SESSION_ENDPOINT table. Previously, Genesys Info Mart might not have extracted all of the data if the extract query was running while ICON was simultaneously terminating sessions. This problem was most noticeable in the SM_RES_SESSION_FACT table in the Info Mart database, where agent login sessions were artificially terminated by the ETL or not terminated at all because Job_ExtractICON did not extract the updated IDB data that would have supplied the actual end time of the login sessions. (ER# 283962216)


Job_TransformGIM now completes successfully when the amount of extracted Genesys Voice Platform Voice Application Reporter (GVP VAR) data exceeds the configured transformation-buffer-size. Previously, Job_TransformGIM might have failed after logging an exception similar to the following:

2011-10-11 09:53:16,705 WARN  Thread-81    55-23000 "database error.  Exception: ' (entityName=StgLoadStatus, writeType=2, cnt=1):
org.hibernate.HibernateException: Batch update returned unexpected row count from update: 0 actual row count: 5 expected: 1
        at org.hibernate.jdbc.BatchingBatcher.checkRowCount(BatchingBatcher.java:100)
        at org.hibernate.jdbc.BatchingBatcher.checkRowCounts(BatchingBatcher.java:79)
        at org.hibernate.jdbc.BatchingBatcher.doExecuteBatch(BatchingBatcher.java:58)
        at org.hibernate.jdbc.AbstractBatcher.executeBatch(AbstractBatcher.java:195)
        at org.hibernate.engine.ActionQueue.executeActions(ActionQueue.java:235)
        at org.hibernate.engine.ActionQueue.executeActions(ActionQueue.java:140)
        at org.hibernate.event.def.AbstractFlushingEventListener.performExecutions(AbstractFlushingEventListener.java:297)
        at org.hibernate.event.def.DefaultFlushEventListener.onFlush(DefaultFlushEventListener.java:27)
        at org.hibernate.impl.SessionImpl.flush(SessionImpl.java:985)
        at com.genesyslab.gim.etl.util.TableWriter.run(TableWriter.java:199)  
(ER# 283882161)


Deployments that configure populate-agent-state-aggregates to TRUE, but do not extract voice agent details from the Stat Server database, can now configure populate-resource-state-reason-facts to FALSE to prevent Genesys Info Mart from attempting to produce AG_STATE_REASON_VOICE_* aggregates, which rely on the presence of underlying Stat Server-based RESOURCE_STATE_REASON_FACT data. Previously, Genesys Info Mart would attempt to produce AG_STATE_REASON_CODE_* aggregates, even if there was no underlying RESOURCE_STATE_REASON_FACT data, which caused Job_LoadRecent and Job_LoadGIM to run longer than necessary. (ER# 282488661)


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Release Number 7.6.014.09 [09/14/11] – General

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

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

New in This Release

This is a general release for this product. Refer to the Deployment Procedure for this release to deploy the installation package within your environment.

Note: This release of Genesys Info Mart was tested with Genesys Info Mart Administration Console 7.6.000.10. Refer to the Genesys Info Mart Administration Console 7.6 Release Note for known issues and recommendations for this component.

This release contains no new features or functionality.

Corrections and Modifications

This release includes the following corrections and modifications:


In scenarios in which Job_LoadRecent or Job_LoadGIM updates the Info Mart database with late-arriving After Call Work information, Genesys Info Mart now correctly represents After Call Work for resources that initiated a conference, or are transferred to or are conferenced. Previously, the information in the fact tables related to the After Call Work may have been incorrect or missing. (ER# 280188948, 270177603)


The performance of Job_LoadRecent and Job_LoadGIM has been improved when updating interaction facts with late-arriving After Call Work information. (ER# 279934101)


Genesys Info Mart Server no longer prevents Job_ExtractICON for role ICON_CFG from running when Job_TransformGIM fails with a MissingConfigObjectException during the job step of transforming configuration facts. (ER# 279216829)


Genesys Info Mart now correctly extracts all data from the Interaction Database (IDB) tables that can be updated, such as GX_SESSION_ENDPOINT. Previously, Genesys Info Mart may not have extracted all of the data, especially when Genesys Info Mart was configured to limit the amount of data extracted in a single ETL cycle. This problem was most noticeable in SM_RES_SESSION_FACT in the Info Mart database, where agent login sessions were artificially terminated by the ETL because Job_ExtractICON did not extract the updated IDB data that would have supplied the actual end time of the login sessions. (ER# 279149851)


Genesys Info Mart now correctly populates the RESOURCE_SESSION_FACT_KEY column in the DT_RES_STATE_FACT and DT_RES_STATE_REASON_FACT tables in the following scenario:

Previously, in this scenario, NULL values may have been populated in the RESOURCE_SESSION_FACT_KEY column in the DT_RES_STATE_FACT and DT_RES_STATE_REASON_FACT tables. (ER# 278637003)


When Job_TransformGIM runs with the -ignoreMissingConfigObjs parameter and the configuration facts have unresolved references to configuration objects, Job_LoadRecent no longer fails and logs an error message similar to the following:

2011-07-19 17:24:59,985 WARN  Thread-365   55-23000"database error.  Exception: ' (entityName=GimUpdResourceGroupFinal,writeType=2, cnt=172):
org.hibernate.StaleStateException: Batch update returned unexpected row count from update: 11 actual row count: 0 expected:1

(ER# 278350234)


The default JDBC fetch and batch sizes have been increased. As a result, the performance of the extract jobs has been improved in deployments in which Genesys Info Mart reads from wide area network (WAN) connected data sources. (ER# 278310172)


Genesys Info Mart now correctly updates the PREVIEW_DURATION column of the CONTACT_ATTEMPT_FACT table in cases where a preview mode OCS contact attempt is transformed during an earlier ETL cycle than the corresponding outbound voice interaction data. (ER# 278307148)


In scenarios where the Place associated with an Agent contains more than one DN, Genesys Info Mart now correctly populates the rows in the SM_RES_STATE_REASON_FACT table for voice reasons that are attached to an already active state. Previously, in this scenario, the rows showing reasons attached to an already active state may have been missing from the SM_RES_STATE_REASON_FACT table. (ER# 277340087)


The memory required for Job_TransformGIM to read rows from the STG_RESOURCE_GROUP_COMBINATION table has been reduced. Previously, Genesys Info Mart may have failed during Job_TransformGIM and logged an error message similar to the following:

2011-04-25 17:06:44,230 INFO  Thread-2288  55-30039 "Job Job_TransformGIM started.  Version=7.6.008.14"
2011-04-25 17:06:44,230 INFO  Thread-2288  55-30043 "Job method TransformLookup started."
2011-04-25 17:14:27,862 WARN  Thread-2288  55-20053 "Job method TransformLookup failed :loadResourceGroupCombination: java.lang.OutOfMemoryError

(ER# 276999804)


When Job_LoadRecent or Job_LoadGIM updates the Info Mart database with late-arriving After Call Work information in deployments where the populate-voice-ixn-seg-facts configuration option is set to FALSE, the TECHNICAL_DESCRIPTOR_KEY column in the INTERACTION_FACT table is now correctly updated to reflect the segment technical descriptor of the last resource to handle the interaction. Previously, the TECHNICAL_DESCRIPTOR_KEY might have been updated with a value that related to a resource that was not the last resource to handle the interaction. (ER# 276282561)


Genesys Info Mart no longer requires you to restart Genesys Info Mart Server to recognize when the extract-user-event-data application option transitions from TRUE to FALSE between ETL cycles. (ER# 275811971)


When the connection between Genesys Info Mart and Configuration Server is lost, Genesys Info Mart now correctly continues to operate based on the previously used configuration option values. Previously, when this connection was lost, Genesys Info Mart would stop running all jobs, even after the connection to Configuration Server was re-established. (ER# 275661968)


The performance of Job_LoadRecent and Job_LoadGIM has been improved for queries that update previously loaded contact attempts with interaction information that was extracted on a subsequent ETL cycle. (ER# 274229097)


Job_TransformGIM no longer discards voice interactions in certain scenarios involving nested conferences. Previously, in these scenarios, Job_TransformGIM may have discarded the interaction after logging an error message similar to the following:

17:10:08.824 Trc 34204 Job method Exception processing Icon Data for IR = UBUEHO1ONT1VVD3MQFBU9AVHNK0020Q7 : java.lang.NullPointerException
	at com.genesyslab.gim.etl.jobs.TransformIconVoice.createArtificialSegmentsForConferenceCalls(TransformIconVoice.java:2674)
	at com.genesyslab.gim.etl.jobs.TransformIconVoice.doVoiceFacts(TransformIconVoice.java:666)
	at com.genesyslab.gim.etl.jobs.TransformIconVoice.doTransformIconVoice(TransformIconVoice.java:328)
	at com.genesyslab.gim.etl.jobs.TransformIconVoice.start(TransformIconVoice.java:271)
	at com.genesyslab.gim.etl.jobs.JobTransformGim$RunStep.doRunStep(JobTransformGim.java:232)
	at com.genesyslab.gim.etl.jobs.JobTransformGim$RunStep.run(JobTransformGim.java:195)
 ignoring source row with bad data during transformation:

(ER# 272325553)


Genesys Info Mart no longer keeps more data in memory than is required for Job_TransformGIM to transform the rows from G_ROUTE_RESULT, G_USERDATA_HISTORY, and G_SECURE_USERDATA_HISTORY that are associated with the maximum number of combined G_IR, G_CALL, and G_PARTY rows that can be transformed for a given multimedia interaction. Previously, routing strategies that continually (in a tight loop) pulled a multimedia interaction from an Interaction Queue, found no available agent, and placed the multimedia interaction back into the Interaction Queue could cause Job_TransformGIM to fail with an OutOfMemory exception when the job attempted to transform the large amount of data associated with such multimedia interactions. (ER# 270377901)


Genesys Info Mart now populates the correct value in the TARGET_RES_GROUP_COMBO_KEY column of the MEDIATION_SEGMENT_FACT table. Previously, the NULL value may have been populated in rows that were created for:

(ER# 268270922)


Job_MaintainGIM now purges terminated rows from the STG_RESOURCE_GROUP_COMBINATION, STG_AGENTSKILLLEVELS, and STG_RESOURCESINAGROUP Staging Area database tables. The active rows are not purged. The rows that terminated earlier than the number of days represented by 60 + (the configured value of days-to-keep-stg-history) are purged. Previously, the rows from these tables were never purged, and this led to memory or performance issues in Job_TransformGIM. (ER# 256533864)


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Release Number 7.6.013.08 [06/14/11] – General

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

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

New in This Release

This is a general release for this product. Refer to the Deployment Procedure for this release to deploy the installation package within your environment.

Note: This release of Genesys Info Mart was tested with Genesys Info Mart Administration Console 7.6.000.10. Refer to the Genesys Info Mart Administration Console 7.6 Release Note for known issues and recommendations for this component.

This release contains no new features or functionality.

Corrections and Modifications

This release includes the following corrections and modifications:


Genesys Info Mart now correctly populates Technical Descriptor information in the INTERACTION_SEGMENT_FACT and INTERACTION_RESOURCE_FACT rows for an agent in scenarios where the agent completes a cross-switch transfer or conference, and the call is abandoned by the customer before it reaches a handling resource. Previously, the following might have incorrectly occurred:

(ER# 275197417)


Job_TransformGIM no longer intermittently discards Voice interactions that are partially merged in a Genesys Info Mart deployment topology where:

Previously, Job_TransformGIM might have discarded these interactions and stored their IDs in the STG_ICON_DATA_DISCARDS table after logging a message similar to the following:

2011-05-08 23:12:05,678 INFO  Thread-355   55-34204 "Job method Missing Critical Icon Data for IR = BR6CNA4JF15SL118KEPN16INA00002KN
Table = G_PARTY Reason = NO_PARTY_DATA ignoring source row with bad data during transformation: {1}."

(ER# 273428366)


For a Genesys Info Mart deployment that populates any of the CCPulse+ out-of-box aggregate tables with the naming pattern AG_*_DAY or AG_*_MONTH, Genesys Info Mart now correctly aggregates the AG_*_DAY and AG_*_MONTH tables to include only data that has changed since the last time Job_AggregateGIM was executed. Previously, the aggregation process might have incorrectly re-aggregated all data for the AG_*_DAY and AG_*_MONTH tables from the current time back to the time Genesys Info Mart 7.6 was installed. This resulted in the aggregate tables for AG_*_DAY and AG_*_MONTH being repopulated from the install date until now every time Job_AggregateGIM was executed.

Note: This problem had no impact on the population of the Genesys Interactive Insights out-of-box aggregate tables whose names are prefixed with AG2. (ER# 272698126)


Genesys Info Mart now correctly applies the value of the days-to-keep-hour-level-disposition-aggregates, days-to-keep-day-level-disposition-aggregates and days-to-keep-month-level-disposition-aggregates application options to the corresponding AG2_OUT_V_IXN_AGENT_* and AG2_OUT_V_IXN_AGENT_GRP_* aggregates. Previously, Job_MaintainGIM might have incorrectly used the value of the days-to-keep-gim-facts application option. If the days-to-keep-gim-facts application option was set to zero (0), then all rows in the AG2_OUT_V_IXN_AGENT_* tables were deleted every time Job_MaintainGIM ran. (ER# 272505605)


Genesys Info Mart now correctly populates the GVP_APPLICATION and GVP_SUBCALL_FLOW dimension tables in single-tenant deployments. Previously, only a GVP_APPLICATION row with the GVP_APPLICATION_NAME and GVP_APPLICATION_ID columns set to Unspecified, as well as duplicate GVP_SUBCALL_FLOW rows with the GVP_SUBCALL_FLOW_NAME column set to the same value as the GVP_SUBCALL_FLOW_ID column, were created. The GVP_CALL_FACT and GVP_SUBCALL_FACT rows then referenced these erroneously created dimensions. (ER# 271366881)


Genesys Info Mart no longer creates INTERACTION_SEGMENT_FACT and INTERACTION_RESOURCE_FACT rows with an incorrect Technical Descriptor role of ReceivedConsult instead of ReceivedTransfer or a VOICE_RES_FACT_EXT row with CONS_RCV_* columns having non-zero values, for an agent in scenarios where a cross-switch transfer is later followed by a single-switch transfer to a queue or routing point, that then routes the call cross-switch to an agent. (ER# 270874447)


Genesys Info Mart no longer creates INTERACTION_SEGMENT_FACT and INTERACTION_RESOURCE_FACT rows with an incorrect Technical Descriptor role of ReceivedConsult instead of ReceivedTransfer or a VOICE_RES_FACT_EXT row with CONS_RCV_* columns having non-zero values, for an agent in scenarios where that agent received a blind transfer after the consultation call crossed switches at least twice. (ER# 270874441)


In this release of Genesys Info Mart, query performance has improved for Job_LoadRecent and Job_LoadGIM which update interactions with associated agent After Call Work states in scenarios where the agent state is extracted, transformed, and loaded on a cycle that is later than the interaction. (ER# 270651654)


In this release of Genesys Info Mart, an index has been changed on the RESOURCE_ dimension to improve the access by the RESOURCE_TYPE_CODE column.

If you are installing this release of Genesys Info Mart over a prior 7.6 release, refer to the Deployment Procedure for the specific release you are installing for SQL script(s) that must be run against the Info Mart database. (ER# 270651652)


In this release of Genesys Info Mart, an index has been changed on the G_IR table to improve the performance of Job_ExtractICON during the extraction of the G_CUSTOM_DATA_S table.

If you are installing this release of Genesys Info Mart over a prior 7.6 release, and your deployment extracts UserEvent-based KVP data from the G_CUSTOM_DATA_S table, refer to the Deployment Procedure for the specific release you are installing for SQL script(s) that must be run against each IDB of type ICON_CORE. (ER# 270486243)


Genesys Info Mart now correctly populates the MEDIATION_DURATION column of the INTERACTION_RESOURCE_FACT table to represent the elapsed time, in seconds, that the customer interaction spent in mediation (in queues, routing points, or nonself-service IVR ports) prior to reaching the resource represented by the INTERACTION_RESOURCE_FACT row. Previously, this column erroneously contained cumulative time in cases where the interaction was simultaneously handled by multiple mediation resources. (ER# 269281316)


Genesys Info Mart now correctly populates the values of the CUSTOMER_*_COUNT and CUSTOMER_*_DURATION columns in the INTERACTION_SEGMENT_FACT and VOICE_RES_FACT_EXT tables with non-zero values for a resource that joins a conference in scenarios where the consultation call spanned exactly two switches and the resource was conferenced while alerting. (ER# 267343751)


Genesys Info Mart now correctly populates the TECHNICAL_DESCRIPTOR_KEY in the INTERACTION_SEGMENT_FACT and INTERACTION_RESOURCE_FACT tables to reflect a Technical Result of DestinationBusy for an initiating resource that dials a busy destination. This functionality requires a minimum release of Interaction Concentrator 8.0.000.37, and that you configure the dest-busy-processing configuration option to TRUE in the [call‑concentrator] section. (ER# 262748610)


In Genesys Info Mart deployments that extract Outbound Contact details, the performance of Job_TransformGIM and Job_LoadRecent has been improved when processing those details. (ER# 236400253)


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Release Number 7.6.012.15 [05/26/11] – Hot Fix

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

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

New in This Release

This is a hot fix release for this product. Refer to the Deployment Procedure for this release to deploy the installation package within your environment.

Note: This release of Genesys Info Mart was tested with Genesys Info Mart Administration Console 7.6.000.10. Refer to the Genesys Info Mart Administration Console 7.6 Release Note for known issues and recommendations for this component.

This release contains no new features or functionality.

Corrections and Modifications

This release includes the following correction and modification:


Genesys Info Mart now correctly transforms interaction data in the following scenario:

  1. A network router places the call in a Virtual Queue and selects premise Agent A as the target.
  2. When the call is routed to premise Agent A, the agent does not answer.
  3. After some period of time, a timeout occurs, and the call is abandoned at premise Agent A.
  4. While the call remains in the Virtual Queue, the network router selects a second agent, premise Agent B as the target.
  5. Premise Agent B answers the call.

Previously, the MEDIATION_SEGMENT_FACT row created for the Virtual Queue incorrectly stated premise Agent A to be the target resource instead of premise Agent B. (ER# 273686583)


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Release Number 7.6.012.14 [05/11/11] – Hot Fix

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

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

New in This Release

This is a hot fix release for this product. Refer to the Deployment Procedure for this release to deploy the installation package within your environment.

Note: This release of Genesys Info Mart was tested with Genesys Info Mart Administration Console 7.6.000.10. Refer to the Genesys Info Mart Administration Console 7.6 Release Note for known issues and recommendations for this component.

This release contains no new features or functionality.

Corrections and Modifications

This release includes the following correction and modification:


Genesys Info Mart is no longer intermittently missing rows in the RESOURCE_GROUP_FACT table in cases where a resource is removed from a group and then re-added to the same group, all in the same second. This type of error was also possible, but is now prevented, in the GROUP_TO_CAMPAIGN_FACT, CALLING_LIST_TO_CAMP_FACT, and PLACE_GROUP_FACT tables. (ER# 273075785)


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Release Number 7.6.012.13 [04/28/11] – Hot Fix

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

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

New in This Release

This is a hot fix release for this product. Refer to the Deployment Procedure for this release to deploy the installation package within your environment.

Note: This release of Genesys Info Mart was tested with Genesys Info Mart Administration Console 7.6.000.10. Refer to the Genesys Info Mart Administration Console 7.6 Release Note for known issues and recommendations for this component.

This release contains no new features or functionality.

Corrections and Modifications

This release includes the following correction and modification:


In a Genesys Info Mart topology that includes extraction from a Genesys Voice Platform Voice Application Reporter (GVP VAR) database, Job_TransformGIM no longer fails with an exception similar to the following:

2011-04-27 08:51:48,375 INFO  Thread-68   55-30000 "TableWriter starting on  (entityName=StgIconCallInfo, writeType=1, cnt=18): "
2011-04-27 08:51:48,390 WARN  Thread-68   55-23000 "database error.  Exception: ' (entityName=StgIconCallInfo, writeType=1, cnt=18):
org.hibernate.NonUniqueObjectException: a different object with the same identifier value was already associated with the session: [StgIconCallInfo#9111]

That issue, which was introduced in release 7.6.012.08, is now corrected. (ER# 272529893)


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Release Number 7.6.012.12 [04/21/11] – Hot Fix

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

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

New in This Release

This is a hot fix release for this product. Refer to the Deployment Procedure for this release to deploy the installation package within your environment.

Note: This release of Genesys Info Mart was tested with Genesys Info Mart Administration Console 7.6.000.10. Refer to the Genesys Info Mart Administration Console 7.6 Release Note for known issues and recommendations for this component.

This release contains no new features or functionality.

Corrections and Modifications

This release includes the following correction and modification:


Job_LoadGIM no longer attempts to update the TOTAL_DURATION column of MEDIATION_SEGMENT_FACT for active facts. That update, which might impose a significant performance penalty in some environments, is not necessary because there are never any active facts in MEDIATION_SEGMENT_FACT. (ER# 271491428)


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Release Number 7.6.012.11 [04/12/11] – Hot Fix

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

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

New in This Release

This is a hot fix release for this product. Refer to the Deployment Procedure for this release to deploy the installation package within your environment.

Note: This release of Genesys Info Mart was tested with Genesys Info Mart Administration Console 7.6.000.10. Refer to the Genesys Info Mart Administration Console 7.6 Release Note for known issues and recommendations for this component.

This release contains no new features or functionality.

Corrections and Modifications

This release includes the following correction and modification:


Genesys Info Mart now correctly processes the final agent state and associated state reasons for a given agent login session in the scenario in which the agent logs out at the same time that Job_ExtractICON is running. This intermittent, timing-sensitive scenario occurs when the agent login session termination is extracted from GX_SESSION_ENDPOINT prior to the G_AGENT_STATE_HISTORY row showing the agent entering a LOGOUT state. Previously, Genesys Info Mart incorrectly processed the agent's final state before logging out, and the associated state reasons as follows:

(ER# 269942436)


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Release Number 7.6.012.10 [04/05/11] – Hot Fix

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

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

New in This Release

This is a hot fix release for this product. Refer to the Deployment Procedure for this release to deploy the installation package within your environment.

Note: This release of Genesys Info Mart was tested with Genesys Info Mart Administration Console 7.6.000.10. Refer to the Genesys Info Mart Administration Console 7.6 Release Note for known issues and recommendations for this component.

This release contains no new features or functionality.

Corrections and Modifications

This release includes the following corrections and modifications:


Genesys Info Mart no longer creates an IXN_RESOURCE_STATE_FACT row that shows an agent in WRAP state in cases where the after-call work (ACW) started after the period of time specified by the max-wrap-delay configuration option had elapsed. That issue, which was introduced in release 7.6.012.08, is now corrected. (ER# 271013835)


Genesys Info Mart now correctly handles voice interactions in scenarios in which the call originates on an Avaya switch, is routed to another switch, and then later returns to the Avaya switch, where it is merged back into the original call while sitting on an external routing point. Previously in this scenario, Job_TransformGIM logged an IR_CALL_FLOW_UNRECOGNIZED exception and discarded the voice interaction. (ER# 269289833)


While transforming calls made using Outbound Contact Server (OCS), Genesys Info Mart now correctly populates the INTERACTION_TYPE_KEY column in the INTERACTION_RESOURCE_FACT and MEDIATION_SEGMENT_FACT tables, to reflect an interaction type of Outbound and an interaction subtype of OutboundContact. Also, the INTERACTION_RESOURCE_STATE_KEY column in the IXN_RESOURCE_STATE_FACT table is populated with a state descriptor of Outbound_OCS. Previously, these columns incorrectly showed an interaction type of Inbound or Outbound (non‑OCS). (ER# 268902215)


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Release Number 7.6.012.08 [03/22/11] – General

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

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

New in This Release

This is a general release for this product. Refer to the Deployment Procedure for this release to deploy the installation package within your environment.

Note: This release of Genesys Info Mart was tested with Genesys Info Mart Administration Console 7.6.000.10. Refer to the Genesys Info Mart Administration Console 7.6 Release Note for known issues and recommendations for this component.

This release contains the following new features and functionality:

Corrections and Modifications

This release includes the following corrections and modifications:


In Job_TransformGIM, performance when processing voice-interaction related after-call work (ACW) has been improved by issuing a multi-row update of the STG_ICON_ACW_INFO table. Previously, Job_TransformGIM issued many single-row updates. (ER# 269528601)


In limited circumstances, the performance of Job_TransformGIM with respect to creating new dimension rows for USER_DATA and USER_DATA_2 is now improved. If the USER_DATA and USER_DATA_2 tables are small enough to be entirely cached in memory at the start of Job_TransformGIM, then Job_TransformGIM no longer performs a database lookup when it encounters a unique combination of user data that does not already exist in the dimension. A Genesys Info Mart application option, lookup-caching-factor in the [gim-tuning] section, continues to control the number of rows that are initially cached. Previously, the transformation job always performed a database lookup when it encountered a new combination of user data, even if all the rows in the tables were initially cached. (ER# 269020397)


Genesys Info Mart no longer advances the extraction limit prematurely in the following scenario:

  1. Genesys Info Mart has been configured with limit-extract-data=TRUE, and Genesys Info Mart is unable to connect to one of the sources that are used to make the decision on how to limit extract data. Therefore, the extraction job fails.
  2. Genesys Info Mart continues to retry the extraction job, and continues to fail.
  3. Eventually, Genesys Info Mart reconnects to the missing source.

Previously, the extraction limit might unintentionally be advanced during failed retries of the extraction job. As a result, when the extraction job finally connected to the missing source, more data might be extracted than could be stored in the Staging Area database, or processed by a single ETL cycle. (ER# 268815961)


Genesys Info Mart no longer discards voice interactions in scenarios in which the Voice details IDB is on Microsoft SQL Server and the interaction involves several instances of a transfer or conference to an external resource being performed by using the handset or the TMakeCall and TMergeCalls APIs. Previously in this scenario, Job_TransformGIM logged an IR_CALL_FLOW_UNRECOGNIZED exception and discarded voice interactions. (ER# 268665088)


For Job_LoadRecent and Job_LoadGIM, the performance of updating Interaction Facts with late-arriving ACW information on SQL Server has been improved by automatically updating statistics on the following intraday Info Mart fact tables, and their historical counterparts: R_INTERACTION_FACT, R_VOICE_IXN_FACT_EXT, R_INTERACTION_SEGMENT_FACT, R_VOICE_SEG_FACT_EXT. (ER# 268479662)


Genesys Info Mart release 7.6.011.08 introduced an error in the transform of Multimedia with the addition of support for a calls-in-the-past configuration, which could cause a NullPointerException to occur in com.genesyslab.gim.etl.icon.DecayList.checkDecayList. That issue is now corrected. (ER# 268279240)


Genesys Info Mart now correctly populates target information in MEDIATION_SEGMENT_FACT rows in scenarios in which:

  1. A consult call is diverted from a virtual queue but then abandoned in a queue while targeting an agent.
  2. A second consult call is diverted from a virtual queue and reaches an agent.

Previously, the MEDIATION_SEGMENT_FACT rows for one or both of the virtual queues might contain incorrect target information, such as a null TARGET_IXN_RESOURCE_ID, for the second call, even though the call reached a target agent, or an incorrect TECHNICAL_DESCRIPTOR_KEY for the first call, indicating that the call was AnsweredByAgent even though it was actually abandoned in a queue. (ER# 268270831)


Genesys Info Mart now correctly populates the CONSULT_INITIATED_COUNT and CONFERENCE_INITATED_COUNT columns in the INTERACTION_RESOURCE_FACT row for an agent in call scenarios in which the call is delivered from an ACD Queue to an IVR Port, placed on hold, pulled back by the switch to a Routing Point, and then routed to an agent who initiates a conference or transfer. Previously, in this scenario the CONSULT_INITIATED_COUNT and CONFERENCE_INITIATED_COUNT columns for the agent's INTERACTION_RESOURCE_FACT row were erroneously populated with 0 (zero), and the INTERACTION_SEGMENT_FACT rows were populated out of order, with the rows representing the consult call being processed too early. (ER# 268095293)


In Job_TransformGIM, the performance of OCS details processing has been improved by issuing a multi-row update of the STG_ICON_CALL_INFO table. Previously, Job_TransformGIM issued many single-row updates. The improvement requires index changes to the Staging Area database. If you are installing this release of Genesys Info Mart over a prior 7.6 release, refer to the Deployment Procedure for the specific release you are installing for SQL script(s) that must be run against the Staging Area database. (ER# 268076163)


Genesys Info Mart now correctly orders INTERACTION_SEGMENT_FACT rows for a call topology in which a nested consultation occurs, and the first consult call crosses more than 2 switches before being answered by an agent. Previously, Genesys Info Mart might incorrectly order the INTERACTION_SEGMENT_FACT rows and, if the original consultation was handled by a Virtual Queue, the related MEDIATION_SEGMENT_FACT row might erroneously contain a NULL value in the TARGET_IXN_RESOURCE_ID column. (ER# 267874481)


Genesys Info Mart now correctly populates the INTERACTION_SEGMENT_FACT rows for an agent in call scenarios in which that agent joins a conference following a cross-switch nested blind conference of a transfer to a Queue or Routing Point. Previously, the row showing the agent receiving the transfer as a result of the inner consult call might have been populated with a negative TOTAL_DURATION. (ER# 267800746)


Genesys Info Mart Server can now receive connection requests from Genesys Info Mart Administration Console on all TCP/IP network interfaces. Previously, Genesys Info Mart Server might have opened a TCP/IP listener on only one of the available TCP/IP network interfaces. (ER# 265498288)


Job_ExtractICON no longer fails while extracting a row from the GC_IVRPORT table showing that an IVR Port has been deleted from Configuration Manager in cases in which the deletion occurred while the previous run of Job_ExtractICON was in the process of extracting a row showing that the associated DN for the same IVR Port was changed or removed. Previously when this occurred, Job_ExtractICON might have failed and generated an error message similar to the following:

2010-10-21 21:16:26,416 WARN  Thread-1206900 55-23000 "database error.  Exception: ' (entityName=StgIvrport, writeType=1, cnt=104):
org.hibernate.exception.ConstraintViolationException: could not insert: [StgIvrport]
	at org.hibernate.exception.SQLStateConverter.convert(SQLStateConverter.java:71)
	at org.hibernate.exception.JDBCExceptionHelper.convert(JDBCExceptionHelper.java:43)
	at org.hibernate.persister.entity.AbstractEntityPersister.insert(AbstractEntityPersister.java:2078)
	at org.hibernate.persister.entity.AbstractEntityPersister.insert(AbstractEntityPersister.java:2427)
	at org.hibernate.action.EntityInsertAction.execute(EntityInsertAction.java:51)
	at org.hibernate.engine.ActionQueue.execute(ActionQueue.java:248)
	at org.hibernate.engine.ActionQueue.executeActions(ActionQueue.java:232)
	at org.hibernate.engine.ActionQueue.executeActions(ActionQueue.java:139)
	at org.hibernate.event.def.AbstractFlushingEventListener.performExecutions(AbstractFlushingEventListener.java:297)
	at org.hibernate.event.def.DefaultFlushEventListener.onFlush(DefaultFlushEventListener.java:27)
	at org.hibernate.impl.SessionImpl.flush(SessionImpl.java:985)
	at com.genesyslab.gim.etl.util.TableWriter.run(TableWriter.java:185)
Caused by: java.sql.BatchUpdateException: ORA-00001: unique constraint (GIM_STAGING_ETL.PK_STG_IVRPORT) violated

(ER# 262367709)


Genesys Info Mart now populates the INTERACTION_SEGMENT_FACT rows in the correct order for scenarios in which a resource initiates an internal call that is routed off-switch and then later performs a consult without transferring or conferencing, followed by a consult with a transfer or conference. Previously, the INTERACTION_SEGMENT_FACT row—representing the transferred-to or conferenced resource—might be placed after the rows for the first consult (which did not result in a transfer or conference), instead of after the rows for the second consult (which did result in a transfer or conference). (ER# 263331303)


Job_TransformGIM no longer fails if it encounters an Outbound Contact field that cannot be converted to a number. Any numeric field in the Outbound Contact data that cannot be parsed from the string will cause a message to be logged and the value to be ignored. (ER# 264293855)


Job_MigrateGIM now correctly logs available error information. Previously, some error conditions in Job_MigrateGIM could cause the job to fail without any error information being logged. (ER# 264474582)


Genesys Info Mart no longer creates an INTERACTION_SEGMENT_FACT or an INTERACTION_RESOURCE_FACT table row with an incorrect Technical Descriptor role of ReceivedConsult instead of ReceivedTransfer when an agent receives a transfer in certain timing scenarios in which a blind transfer to a cross-switch queue or routing point is made almost immediately after the call reaches the second switch, and is then routed to an agent on a third switch. The slight time discrepancies between the T-Servers resulted in the Interaction Concentrator source data for the consult initiator's call on the original switch having an end time slightly earlier than the second switch's portion of the consultation call's start time. (ER# 264604034)


Job_TransformGIM no longer fails at startup with an OutOfMemory error if the Staging Area Database contains a large number of rows in the STG_RECORD_FIELD_GROUP_1 or STG_RECORD_FIELD_GROUP_2 tables. (ER# 264671423)


Genesys Info Mart now correctly populates the INTERACTION_SEGMENT_FACT and INTERACTION_RESOURCE_FACT rows for the target resource of a consult call in call scenarios in which a single-site consult call ends at the same second that the target resource of the consult begins alerting. Previously, the rows representing the consultation target might have had a TECHNICAL_DESCRIPTOR_KEY indicating a role of Received instead of ReceivedConsult. (ER# 264833260)


Genesys Info Mart no longer discards voice interactions in scenarios in which a resource initiates an internal call that is routed off-switch and then later performs more than one consultation without transferring or conferencing. Previously in this scenario, Job_TransformGIM logged an IR_CALL_FLOW_UNRECOGNIZED exception and discarded the voice interaction. (ER# 264922199)


Genesys Info Mart no longer fails to update interactions with After Call Work (ACW) information if there is a delay between completion and extraction of the ACW state and completion and extraction of the corresponding interaction. Previously, if Job_LoadRecent ran five times between the ETL processing of the ACW state and processing of the interaction, the ACW state information might be discarded. Now, if the interaction has not yet been processed, an early-arriving completed ACW state will be kept for up to five executions of Job_LoadGIM. (ER# 265340162)


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Release Number 7.6.011.09 [01/28/11] – Hot Fix

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

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

New in This Release

This is a hot fix release for this product. Refer to the Deployment Procedure for this release to deploy the installation package within your environment.

Note: This release of Genesys Info Mart was tested with Genesys Info Mart Administration Console 7.6.000.10. Refer to the Genesys Info Mart Administration Console 7.6 Release Note for known issues and recommendations for this component.

This release contains no new features or functionality.

Corrections and Modifications

This release includes the following corrections and modifications:


Genesys Info Mart now correctly populates the CONSULT_INITIATED_COUNT and CONFERENCE_INITATED_COUNT columns in the INTERACTION_RESOURCE_FACT row for an agent in parallel queuing scenarios where the call is delivered from an IVR Port ACD Queue to an IVR Port while simultaneously waiting in an agent ACD Queue; the call is eventually delivered from the agent ACD Queue to an agent who then initiates a conference. Previously, in this scenario the CONSULT_INITIATED_COUNT and CONFERENCE_INITIATED_COUNT columns for the agent's INTERACTION_RESOURCE_FACT row were erroneously populated with 0 (zero), and the INTERACTION_SEGMENT_FACT rows were populated out of order, with the rows representing the consult call being processed too early. (ER# 266291105)


Genesys Info Mart now correctly populates the TECHNICAL_DESCRIPTOR_KEY column of the MEDIATION_SEGMENT_FACT table in scenarios where a cross-switch consult call is sent by a Virtual Queue or ACD Queue to an agent, and the main call is then blind transferred or conferenced. Previously, the TECHNICAL_DESCRIPTOR_KEY incorrectly referred to a Result Reason of Unspecified instead of AnsweredByAgent. (ER# 266338139)


Genesys Info Mart now correctly populates the INTERACTION_SEGMENT_FACT rows for an agent in call scenarios where that agent joins a conference after the consult call ends with a blind conference to a Queue or Routing Point and more than two switches are crossed before reaching the agent. Previously, in this scenario an erroneous row might have been created with a TECHNICAL_DESCRIPTOR_KEY indicating a role of ReceivedConsult, and if the call was not immediately routed to the agent after the consult call ended, a negative TOTAL_DURATION might have been populated. (ER# 267114627)


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Release Number 7.6.011.08 [12/13/10] – General

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

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

New in This Release

This is a general release for this product. Refer to the Deployment Procedure for this release to deploy the installation package within your environment.

Note: This release of Genesys Info Mart was tested with Genesys Info Mart Administration Console 7.6.000.10. Refer to the Genesys Info Mart Administration Console 7.6 Release Note for known issues and recommendations for this component.

This release contains the following new features and functionality:

Corrections and Modifications

This release includes the following corrections and modifications:


In a Genesys Info Mart topology that includes extraction from multiple IDBs with a configured Merging Area, Job_ExtractICON for role MERGING no longer fails while calling the ICON gsysIRMerge stored procedure against the Merging Area database with an error similar to the following:

ORA-30926: unable to get a stable set of rows in the source tables

(ER# 263400348)


In a deployment topology that contains high availability (HA) data extraction for Voice details, Job_ExtractICON no longer misses extracting some voice interactions if the job is shutdown from the Administration Console during the HA deduplication step where the G_IR ID lists are extracted from the IDBs to the Staging Area database. (ER# 264286073)


Job_ExtractICON no longer fails in an HA, multi-IDB Voice details deployment topology in certain scenarios where the job is run after a prior failure. Previously, Job_ExtractICON might have failed and generated an error message similar to the following:

2010-11-09 23:05:34,155 WARN  Thread-3696  55-23001 "DAP 'STAGING_DAP' database error for table 'STG_G_PARTY_HISTORY'.
Exception: 'java.sql.SQLException: ORA-01427: single-row subquery returns more than one row
   at oracle.jdbc.driver.DatabaseError.throwSqlException(DatabaseError.java:112)
	at oracle.jdbc.driver.T2CConnection.checkError(T2CConnection.java:676)
	at oracle.jdbc.driver.T2CConnection.checkError(T2CConnection.java:602)
	at oracle.jdbc.driver.T2CStatement.executeForDescribe(T2CStatement.java:778)
	at oracle.jdbc.driver.T2CStatement.executeForRows(T2CStatement.java:971)
	at oracle.jdbc.driver.OracleStatement.doExecuteWithTimeout(OracleStatement.java:1190)
	at oracle.jdbc.driver.OracleStatement.executeUpdateInternal(OracleStatement.java:1657)
	at oracle.jdbc.driver.OracleStatement.executeUpdate(OracleStatement.java:1626)
	at com.mchange.v2.c3p0.impl.NewProxyStatement.executeUpdate(NewProxyStatement.java:64)
	at com.genesyslab.gim.etl.GimDBHelper.executeUpdateSQL(GimDBHelper.java:1069)
	at com.genesyslab.gim.etl.jobs.JobExtractICON.updateCallRelatedStgTable(JobExtractICON.java:6094)
	at sun.reflect.NativeMethodAccessorImpl.invoke0(Native Method)
	at sun.reflect.NativeMethodAccessorImpl.invoke(NativeMethodAccessorImpl.java:39)
	at sun.reflect.DelegatingMethodAccessorImpl.invoke(DelegatingMethodAccessorImpl.java:25)
	at java.lang.reflect.Method.invoke(Method.java:592)
	at com.genesyslab.gim.etl.util.Task.run(Task.java:72)

(ER# 263693721)


Previously, Job_TransformGIM might go into an infinite loop while transforming voice interactions in scenarios where interactions are mistakenly merged in the IDB, resulting in interactions that appeared to have been handled by a Virtual Routing Point and then immediately involved in a consultation call that was initiated by a queue or routing point. This release of Genesys Info Mart corrects this issue.(ER# 263057609)


Genesys Info Mart now correctly updates the INTERACTION_RESOURCE_FACT.STD_TENANT_END_DATE_TIME_KEY field to reflect the new end date time key of the INTERACTION_RESOURCE_FACT table when Job_LoadRecent or Job_LoadGIM updates the Info Mart database with late-arriving After Call Work. Previously, this field was not updated which led to incorrect aggregates in the AG2_INB_V_I_IXN_AGENT_* tables. (ER# 262287235)


In this release of Genesys Info Mart, an index has been added to the STG_LOAD_STATUS table to improve the performance of Job_TransformGIM during the startup of TransformAgentActivity. If you are installing this release of Genesys Info Mart over a prior 7.6 release, refer to the Deployment Procedure for the specific release you are installing for SQL script(s) that must be run against the Staging Area database. (ER# 262028811)


Job_TransformGIM no longer fails after being restarted to recover from a previous failure in cases where at least some of the voice interactions being processed involve an agent going into After Call Work. Previously, Job_TransformGIM might have failed and generated an error message similar to the following:

2010-09-14 15:46:57,795 WARN  Thread-3064  55-23000 "database error. Exception: ' (entityName=UpdateStgIconAcwInfo, writeType=2, cnt=121):
org.hibernate.NonUniqueObjectException: a different object with the same identifier value was already associated with the session:
[UpdateStgIconAcwInfo#01TJT8578CE537V318BV3ADAES2MNAQK-3]
                at org.hibernate.engine.StatefulPersistenceContext.checkUniqueness(StatefulPersistenceContext.java:556)
                at org.hibernate.event.def.DefaultSaveOrUpdateEventListener.performUpdate(DefaultSaveOrUpdateEventListener.java:258)
                at org.hibernate.event.def.DefaultSaveOrUpdateEventListener.entityIsDetached(DefaultSaveOrUpdateEventListener.java:216)
                at org.hibernate.event.def.DefaultUpdateEventListener.performSaveOrUpdate(DefaultUpdateEventListener.java:33)
                at org.hibernate.event.def.DefaultSaveOrUpdateEventListener.onSaveOrUpdate(DefaultSaveOrUpdateEventListener.java:70)
                at org.hibernate.impl.SessionImpl.fireUpdate(SessionImpl.java:559)
                at org.hibernate.impl.SessionImpl.update(SessionImpl.java:547)
                at com.genesyslab.gim.etl.util.TableWriter.run(TableWriter.java:179)

(ER# 260578230)


This release of Genesys Info Mart imposes a restriction on the maximum number of G_VIRTUAL_QUEUE rows that can be transformed into MEDIATION_SEGMENT_FACT rows for a given multimedia interaction. Previously, routing strategies that repeatedly cleared a multimedia interaction from a Virtual Queue and then placed it back into a Virtual Queue could cause Job_TransformGIM to fail with a Java.lang.OutOfMemoryError exception. (ER# 260503532)


In a Genesys Info Mart topology that includes extraction from a Genesys Voice Platform Voice Application Reporter (GVP VAR) database, Job_TransformGIM no longer fails with an error message similar to the following:

Job method Job_TransformGIM@STAGING@12848966836:Job_TransformGIM:doGVPFacts failed : unexpected exception: java.lang.ClassCastException: java.math.BigDecimal
	at com.genesyslab.gim.etl.util.LongKeyGenerator.getStartingKey(LongKeyGenerator.java:39)
	at com.genesyslab.gim.etl.util.GvpSubCallFactKeyGenerator.<init>(GvpSubCallFactKeyGenerator.java:26)
	at com.genesyslab.gim.etl.util.GvpSubCallFactKeyGenerator.createInstance(GvpSubCallFactKeyGenerator.java:20)
	at com.genesyslab.gim.etl.jobs.TransformGVP.doGVPFacts(TransformGVP.java:271)
	at com.genesyslab.gim.etl.jobs.TransformGVP.doTransformGVP(TransformGVP.java:223)
	at com.genesyslab.gim.etl.jobs.TransformGVP.start(TransformGVP.java:152)
	at com.genesyslab.gim.etl.jobs.JobTransformGim.start(JobTransformGim.java:750)
	at com.genesyslab.gim.etl.manager.LaunchJob.runJob(LaunchJob.java:297)
	at com.genesyslab.gim.etl.manager.LaunchJob.run(LaunchJob.java:223)

(ER# 260379155)


Genesys Info Mart now populates INTERACTION_SEGMENT_FACT rows in the correct order in scenarios where a transfer is made to a routing point after an Inter Server Call Control (ISCC) transaction has been started to route the call cross-switch from the routing point, but prior to the call leaving the routing point. Previously, the segments representing the cross-switch resources that handled the call after it left the routing point might have lower ordinals than the segment representing the transferred-to routing point, resulting in the INTERACTION_SEGMENT_FACT rows being populated out of order. (ER# 258440876)


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Release Number 7.6.010.10 [11/10/10] – Hot Fix

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

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

New in This Release

This is a hot fix release for this product. Refer to the Deployment Procedure for this release to deploy the installation package within your environment.

Note: This release of Genesys Info Mart was tested with Genesys Info Mart Administration Console 7.6.000.07. Refer to the Genesys Info Mart Administration Console 7.6 Release Note for known issues and recommendations for this component.

This release contains no new features or functionality.

Corrections and Modifications

This release includes the following corrections and modifications:


In a deployment where Genesys Info Mart is extracting Outbound Contact data from more than one HA pair of ICONs, Genesys Info Mart no longer fails during Job_ExtractICON for the ICON_OCS role with an error similar to the following:

2010-11-05 05:16:07,921 WARN  Thread-4360
55-24000 "'Job_ExtractICON' - job ID 'Job_ExtractICON@ICON_OCS@@TESTICONDB@@12889143639' has failed.
Exception: 'java.lang.NegativeArraySizeException
     at com.genesyslab.gim.etl.jobs.ExtractOcsHASelector.getLastCycleMaxTimeSlice(ExtractOcsHASelector.java:963)
     at com.genesyslab.gim.etl.jobs.ExtractOcsHASelector.getTimeSliceList(ExtractOcsHASelector.java:167)
     at com.genesyslab.gim.etl.jobs.ExtractOcsHASelector.getTimeSliceList(ExtractOcsHASelector.java:149)
     at com.genesyslab.gim.etl.jobs.JobExtractICON.extractIConOCSHAPair(JobExtractICON.java:2718)
     at com.genesyslab.gim.etl.jobs.JobExtractICON.start(JobExtractICON.java:869)
     at com.genesyslab.gim.etl.manager.LaunchExtractJobs$LaunchExtract.runJob(LaunchExtractJobs.java:1386)
     at com.genesyslab.gim.etl.manager.LaunchExtractJobs$LaunchExtract.run(LaunchExtractJobs.java:1303)

(ER# 263111900)


In a multi-IDB Voice details deployment topology where the Merge Staging Area schema was created using Interaction Concentrator 8.0 database scripts, Genesys Info Mart no longer prematurely merges and transforms interactions while throttling of source data extraction is occurring. Previously when this occurred, single interactions were represented as multiple Interaction Facts in the Info Mart database and caused Job_ExtractICON to generate log messages similar to the following:

2010-10-31 20:03:05,234 WARN  Thread-225
55-20003 "Exception: com.microsoft.sqlserver.jdbc.SQLServerException:
Could not find stored procedure 'dbo.SVCUpdateDBParameters'.
	at com.microsoft.sqlserver.jdbc.SQLServerException.makeFromDatabaseError(Unknown Source)
	at com.microsoft.sqlserver.jdbc.SQLServerStatement.getNextResult(Unknown Source)
	at com.microsoft.sqlserver.jdbc.SQLServerPreparedStatement.doExecutePreparedStatement(Unknown Source)
	at com.microsoft.sqlserver.jdbc.SQLServerPreparedStatement$PrepStmtExecCmd.doExecute(Unknown Source)
	at com.microsoft.sqlserver.jdbc.TDSCommand.execute(Unknown Source)
	at com.microsoft.sqlserver.jdbc.SQLServerConnection.executeCommand(Unknown Source)
	at com.microsoft.sqlserver.jdbc.SQLServerStatement.executeCommand(Unknown Source)
	at com.microsoft.sqlserver.jdbc.SQLServerStatement.executeStatement(Unknown Source)
	at com.microsoft.sqlserver.jdbc.SQLServerPreparedStatement.execute(Unknown Source)
	at com.mchange.v2.c3p0.impl.NewProxyCallableStatement.execute(NewProxyCallableStatement.java:3044)
	at com.genesyslab.gim.etl.icon.GimIRMerge.updateGDBParameters(GimIRMerge.java:860)
	at com.genesyslab.gim.etl.icon.GimIRMerge.saveAndAdjustStuckThreshold(GimIRMerge.java:769)
	at com.genesyslab.gim.etl.jobs.JobExtractICON.taskExtractCallsFromMultipleIDBs(JobExtractICON.java:1433)
	at sun.reflect.NativeMethodAccessorImpl.invoke0(Native Method)
	at sun.reflect.NativeMethodAccessorImpl.invoke(NativeMethodAccessorImpl.java:39)
	at sun.reflect.DelegatingMethodAccessorImpl.invoke(DelegatingMethodAccessorImpl.java:25)
	at java.lang.reflect.Method.invoke(Method.java:585)
	at com.genesyslab.gim.etl.util.Task.run(Task.java:83)

(ER# 263079274)


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Release Number 7.6.010.08 [10/27/10] – Hot Fix

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

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

New in This Release

This is a hot fix release for this product. Refer to the Deployment Procedure for this release to deploy the installation package within your environment.

Note: This release of Genesys Info Mart was tested with Genesys Info Mart Administration Console 7.6.000.07. Refer to the Genesys Info Mart Administration Console 7.6 Release Note for known issues and recommendations for this component.

This release contains no new features or functionality.

Corrections and Modifications

This release includes the following correction and modification:


The SQL statement used for purging data from GVP_SUBCALL_FACT has been optimized. Previously, when purging data from GVP_SUBCALL_FACT, Job_MaintainGIM could fail with the following exception:

22010-10-01 10:43:59,198 WARN Thread-14662 55-20043 "Job Job_MaintainGIM failed with error java.sql.SQLException: ORA-01652: unable to extend temp segment by 128 in tablespace TEMP

(ER# 262310311)


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Release Number 7.6.010.07 [09/08/10] – General

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

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

New in This Release

This is a general release for this product. Refer to the Deployment Procedure for this release to deploy the installation package within your environment.

Note: This release of Genesys Info Mart was tested with Genesys Info Mart Administration Console 7.6.000.07. Refer to the Genesys Info Mart Administration Console 7.6 Release Note for known issues and recommendations for this component.

This release contains the following new features and functionality:

Corrections and Modifications

This release also includes the following corrections and modifications:


Job_LoadRecent no longer fails with an error similar to the following when loading R_CONTACT_ATTEMPT_FACT rows:

Caused by: java.sql.BatchUpdateException: ORA-01400: cannot insert NULL into("GIM"."R_CONTACT_ATTEMPT_FACT"."CALL_RESULT_KEY")

The error was caused by an OCS Call Result recorded by ICON that was outside of the valid values of 0-53. Any value outside of this range will now be mapped to a CALL_RESULT_KEY of 0, which is mapped to the CALL_RESULT dimension value of Unknown.

(ER# 258865231)


Job_TransformGIM no longer fails during Multimedia transformation with a message like the following:

2010-08-18 12:36:35,344 WARN  Thread-326584 55-23000 "database error.  Exception: ' (entityName=StgInteractionSegmentFact, writeType=1, cnt=4159): org.hibernate.NonUniqueObjectException: a different object with the same identifier value was already associated with the session: [StgInteractionSegmentFact#65789310]
        at org.hibernate.event.def.AbstractSaveEventListener.performSave(AbstractSaveEventListener.java:154)
        at org.hibernate.event.def.AbstractSaveEventListener.saveWithGeneratedId(AbstractSaveEventListener.java:114)
        at org.hibernate.event.def.DefaultSaveOrUpdateEventListener.saveWithGeneratedOrRequestedId(DefaultSaveOrUpdateEventListener.java:186)
        at org.hibernate.event.def.DefaultSaveEventListener.saveWithGeneratedOrRequestedId(DefaultSaveEventListener.java:33)
        at org.hibernate.event.def.DefaultSaveOrUpdateEventListener.entityIsTransient(DefaultSaveOrUpdateEventListener.java:175)
        at org.hibernate.event.def.DefaultSaveEventListener.performSaveOrUpdate(DefaultSaveEventListener.java:27)
        at org.hibernate.event.def.DefaultSaveOrUpdateEventListener.onSaveOrUpdate(DefaultSaveOrUpdateEventListener.java:70)
        at org.hibernate.impl.SessionImpl.fireSave(SessionImpl.java:530)
        at org.hibernate.impl.SessionImpl.save(SessionImpl.java:518)
        at com.genesyslab.gim.etl.util.TableWriter.run(TableWriter.java:176)

This exception was caused by an unusual timing issue affecting the extraction of Multimedia parties.

(ER# 258810972)


Genesys Info Mart no longer fails during Job_ExtractICON in a voice High Availability (HA) deployment with a Merging area configured. A problem existed in the duplication processing for Virtual Queue rows that could lead to an OutOfMemoryException if one IDB of the HA pair was not available or was not recording data. This problem could also lead to interactions with duplicate virtual queue rows being loaded to the Info Mart database. The virtual queue deduplication problem has been corrected in this release. (ER# 258020162)


Genesys Info Mart now updates the INTERACTION_ID column of the GVP_CALL_FACT table using the contents of the R_INTERACTION_SEGMENT_FACT table during each execution of Job_LoadRecent. Prior versions might only update the INTERACTION_ID column of the GVP_CALL_FACT table during Job_LoadGIM.

This new function is controlled by a new option in the Genesys Info Mart application.

update-historical-gvp-facts-intraday
Section: gim-tuning
Valid Values: TRUE, FALSE
Default Value: FALSE
Dependencies: None
Changes Take Effect: At the next run of Job_LoadRecent

Controls whether the ETL will attempt to update the INTERACTION_ID column of GVP_CALL_FACT using the contents of R_INTERACTION_SEGMENT_FACT during each execution of Job_LoadRecent. A value of FALSE is consistent with the behavior of prior releases and GVP_CALL_FACT will only be updated during Job_LoadGIM. A value of TRUE will cause the ETL to attempt to update GVP_CALL_FACT on each execution of Job_LoadRecent.

(ER# 257325547)


Genesys Info Mart now correctly populates TALK_COUNT and TALK_DURATION with 0 (zero) in the VOICE_SEG_FACT_EXT and VOICE_RES_FACT_EXT tables in scenarios where an external party is dialed but the call results in DestinationBusy, and the originating resource doesn't immediately hang up. (ER# 257103064)


Genesys Info Mart no longer creates an INTERACTION_SEGMENT_FACT or INTERACTION_RESOURCE_FACT table row for an agent who received a transfer with an incorrect Technical Descriptor role = ReceivedConsult instead of ReceivedTransfer in certain scenarios where a cross-switch blind transfer to a queue or routing point occurred within a second of the call entering the second switch, and the transferred call was then routed to an agent. (ER# 256702320)


Genesys Info Mart now correctly recognizes q-answer-threshold-voice and q-answer-threshold-mm when these options are configured on the Annex tab of a DN object of the Virtual Queue type. Prior versions might sometimes fail to recognize these values in a multi-tenant environment. (ER# 256624399)


Job_TransformGIM no longer discards voice interactions in scenarios in which a single agent consecutively conferences with an ACD queue, which then diverts the call to an unmonitored resource. In this scenario, Job_TransformGIM discarded the interaction after logging IR_CALL_FLOW_UNRECOGNIZED and storing the ID of the interaction in the STG_ICON_DATA_DISCARDS table. (ER# 256556092)


Genesys Info Mart now correctly populates the IXN_RESOURCE_STATE_FACT table with INTERACTION_RESOURCE_STATE table values having a STATE_DESCRIPTOR of Outbound instead of Internal for a resource that received a cross-switch transfer of an Outbound call. (ER# 256524827)


Genesys Info Mart no longer intermittently misses rows in the RESOURCE_SKILL_FACT that show the skill level changing for a resource-to-skill relationship. (ER# 256350691)


The Genesys Info Mart Server no longer sometimes starts an ETL cycle before the properly scheduled time. Previously, during the first ETL cycle of the day, Job_ExtractICON and Job_TransformGIM would execute normally. However, immediately after Job_TransformGIM completed, the next ETL cycle would start, rather than waiting until the next scheduled start time. This problem has been corrected and the second ETL cycle now starts at the scheduled time. (ER# 256145785)


Job_LoadRecent no longer logs an error and fails to update a CONTACT_ATTEMPT_FACT table row when the processing of a contact attempt is done during an ETL cycle that precedes the ETL cycle during which the matching voice interaction is processed and Job_LoadGIM has been run between those two ETL cycles. In this situation, the previous version would log a message similar to the following:

2010-06-24 06:08:40,082 INFO  Thread-150782 55-30000 "JobLoad:updateContactAttemptFactWithCallInfo: 
unable to update ContactAttemptFact 2826753 (0111IDN0BGE231TJ19GMFG5AES0005H2)
with late-arriving Voice Interaction data : Not Found"

(ER# 256141544)


Genesys Info Mart no longer discards voice interactions in scenarios where a Genesys-monitored Routing Point DN routes a call to an unmonitored DN, which then transfers the call to another Genesys-monitored Routing Point DN, and the call is subsequently abandoned before being answered by an agent. Previously, in this scenario, Job_TransformGIM logged an IR_CALL_FLOW_UNRECOGNIZED exception and discarded voice interactions. (ER# 256046754)


The values of CUSTOMER_HANDLE_COUNT and CUSTOMER_HANDLE_DURATION in the INTERACTION_SEGMENT_FACT and INTERACTION_RESOURCE_FACT tables are now populated correctly in cases in which a resource is conferenced and the related consult call went cross-switch but ended up back in the same switch as the consult initiator. Previously, CUSTOMER_HANDLE_COUNT and CUSTOMER_HANDLE_DURATION would erroneously be populated with 0 (zero) in this scenario. (ER# 254995371)


The make_gim_view_for_tenant.sql script has been corrected to eliminate a row duplication problem for fact tables introduced in version 7.6 of Genesys Info Mart. The duplicate row problem affected the tenant-specific views for the following tables:

DT_DND_FACT
DT_RES_STATE_FACT
DT_RES_STATE_REASON_FACT
INTERACTION_RESOURCE_FACT
IXN_RESOURCE_STATE_FACT
SM_RES_SESSION_FACT
SM_RES_STATE_FACT
SM_RES_STATE_REASON_FACT

If your deployment makes use of these tenant-specific views, perform the procedures documented in the "Creating Genesys Info Mart Tenant Views" section of the Genesys Info Mart 7.6 Deployment Guide to create these views. (ER# 254881981)


The population of the DATE_TIME table for the following columns has been changed to match the descriptions of these columns in the Genesys Info Mart 7.6 Reference Manuals for the various supported databases:

TIME_INTERVAL_15_MINUTE
TIME_INTERVAL_30_MINUTE
TIME_INTERVAL_60_MINUTE
TIME_INTERVAL_15_MINUTE_NUM
TIME_INTERVAL_30_MINUTE_NUM
TIME_INTERVAL_60_MINUTE_NUM

(ER# 254661002)


Job_TransformGIM no longer fails if a null value is encountered for attached data with a key name of IPurpose and a key ID of 10054. (ER# 254660632)


Job_TransformGIM no longer discards voice interactions in scenarios where an agent conferences with an ACD queue and then immediately hangs up. Previously in this scenario, Job_TransformGIM discarded the interaction after logging a message similar to the following:

2010-07-07 15:45:01,176 INFO  main  55-34204 "Job method Exception processing Icon Data for IR = 00HKOIJ948DUBC0G18BV3ADAES0EKMUP : java.lang.NullPointerException
	at com.genesyslab.gim.etl.jobs.TransformIconVoice.buildNewOrderedPartyList(TransformIconVoice.java:3148)
	at com.genesyslab.gim.etl.jobs.TransformIconVoice.createArtificialSegmentsForConferenceCalls(TransformIconVoice.java:2795)
	at com.genesyslab.gim.etl.jobs.TransformIconVoice.doVoiceFacts(TransformIconVoice.java:620)

(ER# 254147541)


The performance of Job_ExtractICON for role=ICON_CFG is now improved when the job is first run after a tenant is added to the Genesys Info Mart application's Tenants tab. (ER# 252852137)


Several Staging Area database table definitions have been modified in this release of Genesys Info Mart to increase the maximum size of numeric columns used to store, insert, update, and merge sequence values extracted from Interaction Concentrator tables. Interaction Concentrator stores these sequence numbers in columns named GSYS_SEQ, GSYS_USEQ, and GSYS_MSEQ. Previously, if Interaction Concentrator had been deployed for a long period of time and its sequence columns were being populated with values greater than the maximum value of an integer, Job_ExtractICON would fail.

If you are installing this release of Genesys Info Mart over a prior 7.6 release, refer to the Deployment Procedure for the specific release you are installing for SQL script(s) that must be run against the Staging Area database.

(ER# 252456451)


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Release Number 7.6.009.09 [07/07/10] – Hot Fix

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

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

New in This Release

This is a hot fix release for this product. Refer to the Deployment Procedure for this release to deploy the installation package within your environment.

Note: This release of Genesys Info Mart was tested with Genesys Info Mart Administration Console 7.6.000.07. Refer to the Genesys Info Mart Administration Console 7.6 Release Note for known issues and recommendations for this component.

This release contains no new features or functionality.

Corrections and Modifications

This release includes the following corrections and modifications:


Genesys Info Mart now correctly sets the TECHNICAL_DESCRIPTOR_KEY value in the INTERACTION_SEGMENT_FACT and INTERACTION_RESOURCE_FACT tables for two-step transfer or conference call scenarios, in which the transfer or conference is made while the consult call is on hold. Previously, the TECHNICAL_DESCRIPTOR_KEY for the segment representing the consult call was incorrectly set with a TECHNICAL_RESULT of Completed, instead of the correct TECHNICAL_RESULT of Transferred or Conferenced. (ER# 255411519)


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Release Number 7.6.009.08 [06/17/10] – General

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

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

New in This Release

This is a general release for this product. Refer to the Deployment Procedure for this release to deploy the installation package within your environment.

Note: This release of Genesys Info Mart was tested with Genesys Info Mart Administration Console 7.6.000.07. Refer to the Genesys Info Mart Administration Console 7.6 Release Note for known issues and recommendations for this component.

This release contains the following new features and functionality:

Corrections and Modifications

This release includes the following corrections and modifications:


Genesys Info Mart no longer creates erroneous extra rows in the SM_RES_STATE_REASON_FACT table showing the No Reason reason lasting for zero seconds in cases where a hardware or software reason is changed one or more times within a single agent state. (ER# 253752596)


When a tenant is added to the Genesys Info Mart application's Tenants tab, Job_ExtractICON for role=ICON_CFG now properly extracts source IDB data for that tenant, only up to the high-water mark indicated in the IDB's G_PROV_CONTROL table. Previously, the job would extract beyond that limit, causing the next run of Job_ExtractICON to miss extracting some configuration history details for the newly added tenant, as well as for the existing tenants. This would sometimes cause the subsequent run of Job_TransformGIM to fail due to GimICONMissingConfigObjectException. (ER# 252290598)


In a multi-IDB Voice details deployment topology, Genesys Info Mart no longer discards partially extracted voice interaction details when migrating from Genesys Info Mart 7.5 to 7.6. Previous releases did not properly migrate partially extracted voice interaction details, which resulted in the loss of the voice interactions that were in progress during the final run of the Genesys Info Mart 7.5 ETL cycle. (ER# 252199389)


With this release of Genesys Info Mart, performance of Job_MigrateGIM during non-critical data migration for MEDIATION_SEGMENT_FACT is improved. (ER# 252199386)


In a Genesys Info Mart deployment topology that has a Merging Area database configured, Job_ExtractICON no longer fails with a NonUniqueObjectException when moving G_IR rows from the Merging Area database to the Staging Area database. (ER# 252161751)


Genesys Info Mart now correctly populates the GVP_APPLICATION and GVP_SUBCALL_FLOW dimension tables in cases where GVP VAR dimensions are extracted in an earlier ETL cycle than the facts that refer to them. Previously in this scenario, GVP_APPLICATION rows with the GVP_APPLICATION_NAME and GVP_APPLICATION_ID columns set to Unspecified, as well as GVP_SUBCALL_FLOW rows with the GVP_SUBCALL_FLOW_NAME column set to the same value as the GVP_SUBCALL_FLOW_ID column were erroneously created . (ER# 252044113)


Job_TransformGIM no longer fails with a database exception when user data with a length of greater than 128 is mapped to the USER_DATA_16-20 columns of the interaction fact tables. The database error is similar to the following:

2010-04-29 11:12:30,383 WARN  Thread-541   55-23000 "database error.  Exception: ' (entityName=StgInteractionFact, writeType=1, cnt=2): org.hibernate.exception.DataException: Could not execute JDBC batch update

Caused by: java.sql.BatchUpdateException: com.microsoft.sqlserver.jdbc.SQLServerException: String or binary data would be truncated.

Instead, a message will be logged similar to the following to indicate the target column and the invalid piece of user data will be ignored:

2010-05-05 10:29:55,195 INFO  main   55-30000 "ignoring userdata that exceeds the 128 character limit for column name USER_DATA_16"

(ER# 251495071)


Genesys Info Mart's high availability (HA) data extraction of voice agent login sessions has been improved to avoid transforming the same login session twice in cases where the sessions are written to the two IDBs of an HA pair at times that vary by a sizeable amount. This can occur if the login session has been processed normally in one of the IDBs but has been closed as stuck in the second IDB. A new configuration option, days-to-keep-stg-ha-login-sessions, specifies how long Genesys Info Mart stores information about login sessions that have been extracted from one side of an HA pair of IDBs, but not the other; this allows the duplicate session to be ignored when it does eventually appear in the second side of the HA pair.

days-to-keep-stg-ha-login-sessions
Section: gim-etl
Default Value: 3
Valid Values: 1-7
Dependencies: None
Changes Take Effect: At the next run of Job_ExtractICON.

Specifies the number of days that the ETL retains information in the Staging Area database about G_LOGIN_SESSION or GX_SESSION_ENDPOINT rows that have been extracted from one (and only one) of the IDBs that constitute an HA pair. If terminated session data is not extracted from one of the IDBs because ICON did not receive notification that the session had ended, the ETL uses this retained information to prevent the loading of duplicate sessions into Genesys Info Mart. (ER# 250881901)


In a multi-IDB Voice details topology, if the extract-merging-in-parallel option in section [gim-tuning] is set to TRUE, Job_ExtractICON now properly extracts merge-independent voice call data, such as parties and user data, when the prior run of this job was shut down or has failed. Job_ExtractICON now uses the value configured for the extract-merging-in-parallel option, rather than always treating the option as being set to FALSE. In Genesys Info Mart 7.6.008, the option value was always treated as FALSE as a work around for an issue that resulted in some merge-independent voice call data not being extracted. (ER#  250590513)


Job_TransformGIM now correctly transforms a voice interaction in which a resource performs an immediate transfer of the interaction while in a conferenced call, and the recipient of the immediate transfer then extends the interaction further by dialing another call. Previously, Job_TransformGIM incorrectly ordered the INTERACTION_SEGMENT_FACT rows associated with the recipient of the immediate transfer, placing the dialing of the last call earlier than the receipt of the immediate transfer. (ER# 250589787)


When the limit-extract-data option is set to TRUE in a multi-IDB Voice details topology, Job_ExtractICON no longer merges partially-extracted voice interactions in the Merge Staging Area schema prior to the Merging Area schema's IS-Link timeout. Previously, Genesys Info Mart would prematurely merge and transform some interactions, causing the single interaction to be represented as multiple Interaction Facts. (ER# 249593579)


The performance of Job_ExtractICON in a topology with high availability (HA) of Voice interaction details has been improved. The step where the list of IRIDs are copied from the IDBs to the Staging Area database has been optimized. (ER# 249557011)


The aggregation processing in Job_LoadRecent and Job_AggregateGIM now correctly handles the configuration options in sections [gim-agg-voice-init-resp-tenant] and [gim-agg-voice-abandon-tenant]. Previously, this aggregation processing incorrectly stored the count of interactions that matched or exceeded the maximum configured duration-range in the aggregate table column associated with the maximum configured duration-range. This aggregation processing now correctly stores the count of interactions that matched the maximum configured duration-range and those that exceeded it in separate columns.

If you are installing this release of Genesys Info Mart over a prior 7.6 release, refer to the Deployment Procedure for the specific release you are installing for SQL script(s) that need to be run against the Staging Area and Info Mart databases. (ER# 249217428)


Job_TransformGIM no longer discards complex voice interactions where the original inbound call is terminated prior to the active agent completing a merge between a local consultation call and an externally dialed call. Previously, Job_TransformGIM discarded the interaction after logging IR_CALL_FLOW_UNRECOGNIZED and storing the ID of the interaction in the STG_ICON_DATA_DISCARDS table. (ER# 249181221)


When the Staging Area database is deployed on Microsoft SQL Server, Job_TransformGIM now correctly populates the TECHNICAL_DESCRIPTOR_KEY of the MEDIATION_SEGMENT_FACT table. Previously, when using millisecond precision to determine the order of the related INTERACTION_SEGMENT_FACT rows, Job_TransformGIM did not account for the rounding algorithm utilized by SQL Server DATE objects. The incorrect order of INTERACTION_SEGMENT_FACT rows resulted the MEDIATION_SEGMENT_FACT containing incorrect target information, which negatively impacted the accuracy of the TECHNICAL_DESCRIPTOR_KEY. For more information on the SQL Server algorithm for the rounding of milliseconds in a DATE object, see http://msdn.microsoft.com/en-us/library/ms187819.aspx. (ER# 248975021)


Genesys Info Mart now correctly orders INTERACTION_SEGMENT_FACT rows for a call topology where the call in an IVR port is inter-switch routed to another resource, which then performs a consultation and transfer. Previously, Genesys Info Mart would incorrectly order the INTERACTION_SEGMENT_FACT rows, causing the related MEDIATION_SEGMENT_FACT target information to be incorrect. This negatively impacted the accuracy of queue aggregate metrics in AG2_INB_V_QUEUE_*. (ER# 248424588)


Genesys Info Mart now correctly populates the RESOURCE_STATE_REASON_KEY column in the SM_RES_STATE_REASON_FACT table with the proper workmode reason. Previously, in cases where there was no hardware or software reason associated with an agent state, the workmode would always be AgentWorkModeUnknown, even if there was a workmode associated with the state. (ER# 248424556)


Previously, in deployments where Genesys Info Mart extracted both Voice and Multimedia interaction details, Job_TransformGIM could fail with an OutOfMemory exception during the step that transforms voice interactions. This transformation step was incorrectly reading both Voice and Multimedia interaction details from the Staging Area database and loading them into memory. The Voice interaction transformation step now correctly reads only Voice interaction details from the Staging Area database and loads them into memory. (ER# 248276998)


Previously, when shutting down a running job from Administration Console, Genesys Info Mart would not wait for the currently running job to complete and could allow another instance of the same job to run in parallel with the first. This issue has been corrected. (ER# 246914986)


Genesys Info Mart's high availability (HA) data extraction of voice agent login sessions has been improved to choose the best possible representation of a session. When deduplicating a completed login session that appears in both IDBs of an HA pair during a single ETL cycle, Genesys Info Mart now chooses the session from the secondary IDB in the case where the session was closed by ICON as stuck in the primary IDB, but closed normally in the secondary IDB. Previously, an overlapping login session would always be chosen from the primary IDB regardless of whether it was closed as stuck. (ER# 246050563)


Previously, when transforming Multimedia interaction details, Job_TransformGIM could go into an infinite loop in the case when one of the interaction's STG_G_PARTY rows refers to a parent party that was either inadvertently deleted due to the issue reported under ER# 222207851, or manually deleted from the Staging Area database. Job_TransformGIM has now been corrected to handle this case. (ER# 221956809)


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Release Number 7.6.008.15 [05/19/10] – Hot Fix

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

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

New in This Release

This is a hot fix release for this product. Refer to the Deployment Procedure for this release to deploy the installation package within your environment.

Note: This release of Genesys Info Mart was tested with Genesys Info Mart Administration Console 7.6.000.07. Refer to the Genesys Info Mart Administration Console 7.6 Release Note for known issues and recommendations for this component.

This release contains no new features or functionality.

Corrections and Modifications

This release includes the following corrections and modifications:


Job_TransformGIM now properly saves only multimedia user data extracted from G_USERDATA_HISTORY and G_SECURE_USERDATA_HISTORY on an earlier ETL cycle than the corresponding G_CALL or G_PARTY data. Previously, the job saved both voice and multimedia user data, which degraded performance, or caused the job to fail due to lack of database resources. (ER# 252749280)


This release of Genesys Info Mart includes the SQL script upgrade_icon_indexes_for_gim_76007_to_76008.sql, which was inadvertently omitted from the prior release. (ER# 251279651)


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Release Number 7.6.008.14 [04/22/10] – General

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

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

New in This Release

This is a general release for this product. Refer to the Deployment Procedure for this release to deploy the installation package within your environment.

Note: This release of Genesys Info Mart was tested with Genesys Info Mart Administration Console 7.6.000.07. Refer to the Genesys Info Mart Administration Console 7.6 Release Note for known issues and recommendations for this component.

This release contains the following new features and functionality:

Corrections and Modifications

This release includes the following corrections and modifications:


In Genesys Info Mart with high availability (HA) configured for Voice details, if Job_ExtractICON fails or is shut down while extracting Voice details, then the next run of the job no longer sometimes skips extracting a time range of Voice interaction data. Previously, although the job might have completed successfully, and not logged any errors, a time range of Voice interaction data might have been missed entirely and failed to be loaded to the Info Mart database.

If the Genesys Info Mart configuration does not include HA for Voice details, and Job_ExtractICON fails or is shut down while extracting Voice details, then the next run of the job no longer sometimes ignores the configured data-extraction limits and attempts to extract all Voice interaction data available in the associated Voice details IDBs. Previously, this could lead Job_ExtractICON to fail due to database or out-of-memory exceptions, or failures in subsequent ETL jobs, such as Job_TransformGIM or Job_LoadRecent, because of the large volume of extracted data. (ER# 249858491)


The Genesys Info Mart deployment scripts that create read-only views for Info Mart database data (make_gim_view.sql and make_gim_view_for_tenant.sql) have been updated to create the previously missing views listed below. If your deployment utilizes these read-only views, perform the procedures documented in the Genesys Info Mart 7.6 Deployment Guide ('Preparing the Info Mart Database Read-Only Views' and 'Creating Genesys Info Mart Tenant Views') to create all the read-only views. (ER# 248442518)

AG2_INB_V_AGENT_QUEUE_SUBHR
AG2_INB_V_AGENT_QUEUE_WEEK
AG2_INB_V_AGENT_QUEUE_QRTR
AG2_INB_V_AGENT_QUEUE_YEAR
AG2_INB_V_IXN_AGENT_SUBHR
AG2_INB_V_IXN_AGENT_WEEK
AG2_INB_V_IXN_AGENT_QRTR
AG2_INB_V_IXN_AGENT_YEAR
AG2_INB_V_IXN_AGENT_GRP_SUBHR
AG2_INB_V_IXN_AGENT_GRP_WEEK
AG2_INB_V_IXN_AGENT_GRP_QRTR
AG2_INB_V_IXN_AGENT_GRP_YEAR
AG2_INB_V_IXN_ID_SUBHR
AG2_INB_V_IXN_ID_WEEK
AG2_INB_V_IXN_ID_QRTR
AG2_INB_V_IXN_ID_YEAR
AG2_INB_V_QUEUE_ABN_SUBHR
AG2_INB_V_QUEUE_ABN_WEEK
AG2_INB_V_QUEUE_ABN_QRTR
AG2_INB_V_QUEUE_ABN_YEAR
AG2_INB_V_QUEUE_ANS_SUBHR
AG2_INB_V_QUEUE_ANS_WEEK
AG2_INB_V_QUEUE_ANS_QRTR
AG2_INB_V_QUEUE_ANS_YEAR
AG2_INB_V_QUEUE_SUBHR
AG2_INB_V_QUEUE_WEEK
AG2_INB_V_QUEUE_QRTR
AG2_INB_V_QUEUE_YEAR
AG2_INB_V_QUEUE_GRP_SUBHR
AG2_INB_V_QUEUE_GRP_WEEK
AG2_INB_V_QUEUE_GRP_QRTR
AG2_INB_V_QUEUE_GRP_YEAR
 

Genesys Info Mart now correctly populates After Call Work duration and state data for call topologies for agents that receive transfers or conference calls while in the ringing state. Previously, such topologies could result in incorrect values in the AFTER_CALL_WORK_DURATION column of the VOICE_IXN_RES_FACT_EXT table, and produce duplicate After Call Work rows in the IXN_RESOURCE_STATE_FACT table. (ER# 248353281)


Genesys Info Mart now sets the correct MEDIA_TYPE_KEY in active Multimedia interactions during migration from release 7.5 to release 7.6. Previously, an error led to Multimedia interactions with an invalid MEDIA_TYPE_KEY for any Multimedia interaction that was active at the time the 7.5 to 7.6 migration was performed. Multimedia interactions completed before, or created after, the migration were not affected. (ER# 248084309)


Genesys Info Mart now correctly transforms interaction data for call flows in which a contact-center resource consults with an IVR port that uses a Virtual Routing Point DN to obtain routing instructions during the consultation call. Previous versions would log a java NullPointerException and discard the interaction. (ER# 247891821)


Genesys Info Mart now correctly sets the CONFERENCE_JOINED_COUNT field in blind conference-call flows. In this case, a blind conference is a call dialed to a resource, which includes ACD queues and routing point resources, that is merged with another active call for the purpose of a conference before the dialed resource is in a connected state. Previous versions of Genesys Info Mart did not populate the CONFERENCE_JOINED_COUNT field in the INTERACTION_RESOURCE_FACT table, which was created to represent a resource joining a blind conference. (ER# 247828628)


Genesys Info Mart now correctly creates interaction data when a complex call flow is encountered in which more than two inter-site or external conference calls are completed by the same contact-center resource from the same original call. Previous versions would log a message similar to the following and discard the interaction:

2010-02-26 20:13:57,335 INFO  Thread-47365 55-34204
"Job method Exception processing Icon Data for IR = 02BVOKION8DMREOQ18BV3ADAES18L43E :
 java.util.ConcurrentModificationException

(ER# 247470747)


Genesys Info Mart now correctly calculates TOTAL_ABANDON_WAIT_DURATION in the AG2_V_INB_ID_* aggregate tables. Previously, the durations were double-counted for calls that were abandoned in queue.

If you are installing this release of Genesys Info Mart over a prior 7.6 release, refer to the Deployment Procedure for the specific release you are installing for SQL script(s) that need to be run against the Staging Area and Info Mart databases. (ER# 246948595)


In a non-HA, single IDB Voice details deployment topology, Genesys Info Mart now extracts Voice details from IDB tables that were not extracted from a prior failed run of Job_ExtractICON. Previously, when Job_ExtractICON was run to recover from a prior failure, some tables were not extracted. The missing data caused Job_TransformGIM to log a message similar to the following and discard some interactions:

2010-02-13 13:08:23,032 INFO  Thread-72162 55-34206 "Questionable data encountered, 
transformation continues: missing PartyHistory for AUM1V99EI55RBF4I1GG8RRG8AO000QUM-2." 2010-02-13 13:08:23,032 INFO Thread-72162 55-34204 "Job method Missing Critical Icon Data for
IR = AUM1V99EI55RBF4I1GG8RRG8AO000QUM Table = G_PARTY_HISTORY Reason = MISSING_CREATED_DATA ignoring
source row with bad data during transformation: {1}." 2010-02-13 13:08:23,032 INFO Thread-72162 55-34204 "Job method Exception processing Icon Data for
IR = AUM1V99EI55RBF4I1GG8RRG8AO000QUP : java.util.NoSuchElementException at java.util.TreeMap.key(TreeMap.java:433) at java.util.TreeMap.lastKey(TreeMap.java:297) at com.genesyslab.gim.etl.icon.InteractionParty.setAcwInfo(InteractionParty.java:512) at com.genesyslab.gim.etl.jobs.TransformIconVoice.setCallInfo(TransformIconVoice.java:1772) at com.genesyslab.gim.etl.jobs.TransformIconVoice.doVoiceFacts(TransformIconVoice.java:559) at com.genesyslab.gim.etl.jobs.TransformIconVoice.doTransformIconVoice(TransformIconVoice.java:257) at com.genesyslab.gim.etl.jobs.TransformIconVoice.start(TransformIconVoice.java:205) at com.genesyslab.gim.etl.jobs.JobTransformGim$RunStep.doRunStep(JobTransformGim.java:217) at com.genesyslab.gim.etl.jobs.JobTransformGim$RunStep.run(JobTransformGim.java:180) ignoring source row with bad data during transformation: {1}."

(ER# 246914817)


In a multi-IDB Voice details deployment topology, Job_ExtractICON now correctly de-duplicates voice interactions extracted from an high availability pair of IDBs, where the IDBs contain different representations of the same voice interaction. This can occur if one of the ICON applications was not running when the voice interaction started, or was restarted during the voice interaction. Previously, when extracting such interactions, duplicate information in the Merge Staging Area schema could cause gsysIRMerge to fail with the following exception:

2010-02-24 16:15:15,917 WARN  Thread-114844 55-23001
"DAP 'gim_staging_jdbc_dap' database error for table ''.
Exception: 'java.sql.SQLException: ORA-08102: index key not found, obj# 55381, file 13, block 50328 (3)
ORA-06512: at "GIM_STAGING_ETL.GSYSIRMERGECLOSURE", line 205
ORA-06512: at "GIM_STAGING_ETL.GSYSIRMERGECONTROL", line 165
ORA-06512: at "GIM_STAGING_ETL.GSYSIRMERGE2", line 88

(ER# 246607040, 245305609)


Genesys Info Mart now correctly applies the value set in the short-abandon-threshold configuration option in the gim-etl section of the Genesys Info Mart Application object. Previous versions of Genesys Info Mart tried to read an invalid (misspelled) version of the configuration option name, short-abandoned-threshold. This caused the default value of 10 seconds always to be applied when populating the SHORT_ABANDONED_COUNT value in VOICE_IXN_FACT_EXT table. Review the option name and value in the Genesys Info Mart application to ensure that short-abandon-threshold is set properly when installing this version. (ER# 246595820)


When Genesys Info Mart is started in a deployment that has both primary and backup Message Servers, it now connects to the configured primary Message Server first. Previously, Genesys Info Mart would attempt to connect to the configured backup Message Server first. (ER# 246115041)


Genesys Info Mart no longer writes partial database access point (DAP) information to the properties file when its connection to Configuration Server fails. Previously, Genesys Info Mart would write the partial DAP information to the properties file, which sometimes caused incorrect behavior, particularly if a role such as MERGING was missed. If the partial DAP information does not include the Staging Area and Info Mart DAPs, then the following messages are logged:

55-20050 "DAP for 'STAGING' database does not exist."
55-20050 "DAP for 'INFO_MART' database does not exist." 

(ER# 245968808)


Detailed interaction subtypes are now populated correctly for Multimedia interactions and segments in cases where the user data is extracted in a later ETL cycle than the interaction-related data. Previously, if the populate-detailed-ixn-subtype configuration option was set to TRUE, the values of the INTERACTION_TYPE_KEY column in the INTERACTION_FACT and INTERACTION_SEGMENT_FACT tables, as well as the SEGMENT_INTERACTION_TYPE_KEY column in the MMEDIA_SEG_FACT_EXT table, could sometimes be incorrect. (ER# 245310423)


The extract-data-after-date configuration option, which specifies a starting point for data extraction on the initial extraction from a data source, can only be applied once to any data source. The starting point for data extraction set by this option is now applied whenever there was no prior successful extraction from that data source. Previously, if there was a prior attempt to extract data from a source but that attempt failed, the logic which checked if there was a prior extraction from that source incorrectly decided that the extraction starting point specified in the extract-data-after-date option should not be applied. (ER# 243335844)


When an interaction composed of multiple INTERACTION_RESOURCE_FACT rows that fall into different time intervals is updated after being loaded and aggregated once, the aggregation process now re-aggregates all time intervals for the interaction. Previously, only the time interval for the INTERACTION_RESOURCE_FACT row that was updated was re-aggregated, producing incorrect values in the AG2_INB_V_IXN_ID_* aggregate tables.

If you are installing this release of Genesys Info Mart over a prior 7.6 release, refer to the Deployment Procedure for the specific release you are installing for SQL script(s) that need to be run against the Staging Area database. (ER# 242363776)


Genesys Info Mart no longer allows you to start Job_TransformGIM from the Genesys Info Mart Administration Console if another instance of Job_TransformGIM is already running in recovery mode (that is, the job failed on its previous run). (ER# 240765251)


Job_MigrateGIM exhibits improved performance when executing both critical and non-critical migration steps. This improved performance was accomplished by restructuring the underlying SQL statements of the job to take advantage of existing indexes on fact tables in the Info Mart database. (ER# 240467292)


When Job_TransformGIM is started by the Genesys Info Mart Server scheduler and then fails because of an unresolved reference to a configuration object, Genesys Info Mart now automatically starts Job_ExtractICON for role=ICON_CFG to extract any missed configuration objects, and then restarts Job_TransformGIM. The number of retries is controlled by the job-retry-count option in the schedule section of the Genesys Info Mart Application object. (ER# 231917711)


Multimedia interaction data no longer has missing or incorrect user data-derived column values, such as TECHNICAL_DESCRIPTOR_KEY, in scenarios where the user data is extracted in an earlier ETL cycle than the corresponding interaction data.

If you are installing this release of Genesys Info Mart over a prior 7.6 release, refer to the Deployment Procedure for the specific release you are installing for SQL script(s) that need to be run against the Staging Area database. (ER# 199733383)


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Release Number 7.6.007.14 [02/25/10] – Hot Fix

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

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

New in This Release

This is a hot fix release for this product. Refer to the Deployment Procedure for this release to deploy the installation package within your environment.

Note: This release of Genesys Info Mart was tested with Genesys Info Mart Administration Console 7.6.000.07. Refer to the Genesys Info Mart Administration Console 7.6 Release Note for known issues and recommendations for this component.

This release contains no new features or functionality.

Corrections and Modifications

This release includes the following corrections and modifications:


Genesys Info Mart now stores correct data-extraction status information in the Staging Area database. Previous versions of Genesys Info Mart stored incorrect data-extraction status information in the Staging Area database for deployments where a Database Access Point (DAP) you configured to extract IDB data used lower-case or mixed-case values for options such as Database Name, User Name, or [gim-etl] default-schema. When running Job_ExtractICON from the Administration Console to recover from a prior failure, the incorrect data-extraction status information caused ETL job failures, or a loss of reporting data such as the following examples:

(ER# 246242531)


In a deployment topology in which Genesys Info Mart is extracting from an IDB into which multiple ICON applications store Voice details, and in which you have enabled the extraction of UserEvent-based KVP data, Genesys Info Mart now correctly tracks data-extraction high-water marks for each ICON application for G_CUSTOM_DATA_S, G_USERDATA_HISTORY, and G_SECURE USERDATA_HISTORY. Previously, this problem would not cause any data to be missed but would lead to calls being delayed for extraction longer than necessary.

Note: As a result of this change, the ICON indexes that were applied only to Genesys Info Mart deployments that extract UserEvent-based KVP data have been changed. If you are installing this release of Genesys Info Mart over a prior 7.6 release, refer to the Deployment Procedure for the specific release you are installing for SQL commands that need to be run against the IDB schemas. (ER# 246126748)


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Release Number 7.6.007.13 [02/16/10] – Hot Fix

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

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

New in This Release

This is a hot fix release for this product. Refer to the Deployment Procedure for this release to deploy the installation package within your environment.

Note: This release of Genesys Info Mart was tested with Genesys Info Mart Administration Console 7.6.000.07. Refer to the Genesys Info Mart Administration Console 7.6 Release Note for known issues and recommendations for this component.

This release contains no new features or functionality.

Corrections and Modifications

This release includes the following corrections and modifications:


Genesys Info Mart now correctly orders INTERACTION_SEGMENT_FACT data in ordinal order when a call flow is transformed in which:

  1. A virtual routing point is used for routing instructions.
  2. The call is moved to the target of the routing via an immediate transfer.
  3. The interaction is then later involved in a consultation and conference call.

Previous versions of the ETL incorrectly processed the consultation and conference portion of the interaction prior to the target of the immediate transfer, causing the interaction segment fact ordinal value to be in an incorrect order. This error further caused INTERACTION_RESOURCE_FACT data created from INTERACTION_SEGMENT_FACT data to be missing or incorrect. (ER# 245459815)


Genesys Info Mart now correctly populates interaction data when a call flow is encountered in which a resource in the contact center performs back-to-back conference calls to unmonitored or external resources. Previous releases of Genesys Info Mart discarded these interactions and logged IR_CALL_FLOW_UNRECOGNIZED for the root interaction ID in the ETL log file and the STG_ICON_DATA_DISCARDS table. (ER# 245351796)


When configured for High Availability of Voice details, Job_ExtractICON now correctly extracts call data that was partially extracted during a prior run in which Job_ExtractICON failed. Previously, when this happened Job_TransformGIM threw away the partially-extracted call data and logged the following message:

2010-01-01 00:55:24,575 INFO  Thread-1306  55-34204 "Job method Missing Critical Icon Data for
IR = G6726P649T0Q5C3EPH1S6713D809L1DO Table = G_CALL Reason = NO_CALL_DATA
ignoring source row with bad data during transformation: {1}."

(ER# 245348503)


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Release Number 7.6.007.12 [02/05/10] – Hot Fix

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

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

New in This Release

This is a hot fix release for this product. Refer to the Deployment Procedure for this release to deploy the installation package within your environment.

Note: This release of Genesys Info Mart was tested with Genesys Info Mart Administration Console 7.6.000.07. Refer to the Genesys Info Mart Administration Console 7.6 Release Note for known issues and recommendations for this component.

This release contains no new features or functionality.

Corrections and Modifications

This release includes the following corrections and modifications:


Genesys Info Mart now correctly loads rows into the MEDIATION_SEGMENT_FACT table. Previous releases sometimes missed loading some extracted and transformed rows, particularly when the number of interactions extracted in an ETL cycle exceeded the configured transformation-buffer-size, and the interactions that were processed in the last transformation buffer did not involve ACD queues or virtual queues. In such scenarios, some rows might be missing from the MEDIATION_SEGMENT_FACT table, and facts from multiple interactions might refer to the same MEDIATION_SEGMENT_FACT table entries. (ER# 244796578)


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Release Number 7.6.007.11 [01/29/10] – Hot Fix

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

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

New in This Release

This is a hot fix release for this product. Refer to the Deployment Procedure for this release to deploy the installation package within your environment.

Note: This release of Genesys Info Mart was tested with Genesys Info Mart Administration Console 7.6.000.07. Refer to the Genesys Info Mart Administration Console 7.6 Release Note for known issues and recommendations for this component.

This release contains no new features or functionality.

Corrections and Modifications

This release includes the following corrections and modifications:


This release of Genesys Info Mart correctly populates routing target information in the MEDIATION_SEGMENT_FACT table for interactions that contain the following routing sequence:

  1. Routing point 1 places a call into virtual queue 1, and routes the call to target resource 1.
  2. Target resource 1 routes the call to routing point 2.
  3. Routing point 2 does not place the call into a virtual queue, and routes the call to routing point 3.
  4. Routing point 3 places the call into virtual queue 2, and routes the call to target resource 2.

In previous releases of Genesys Info Mart, this routing sequence sometimes caused the routing target information to be missing from the MEDIATION_SEGMENT_FACT table for either virtual queue. (ER# 244155969)


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Release Number 7.6.007.10 [01/19/10] – Hot Fix

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

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

New in This Release

This is a hot fix release for this product. Refer to the Deployment Procedure for this release to deploy the installation package within your environment.

Note: This release of Genesys Info Mart was tested with Genesys Info Mart Administration Console 7.6.000.07. Refer to the Genesys Info Mart Administration Console 7.6 Release Note for known issues and recommendations for this component.

This release contains no new features or functionality.

Corrections and Modifications

This release includes the following corrections and modifications:


Genesys Info Mart now properly constrains the update SQL so that the correct values are placed in the VOICE_IXN_FACT_EXT data. As a result, it no longer fails in Job_LoadRecent when setting VOICE_IXN_FACT_EXT data with late-arriving after call work updates if the configuration option populate-voice-ixn-seg-facts = FALSE and the Info Mart database type is Microsoft SQL Server. Previously, Genesys Info Mart could fail in this situation and generate an error message similar to the following in the gim_etl log:

2010-01-10 14:01:44,018 WARN  Thread-4771  55-20049 "Job step GR_INT failed with error
com.microsoft.sqlserver.jdbc.SQLServerException: Arithmetic overflow error for data type smallint, value = 82530

(ER# 243571943)


Job_TransformGIM no longer hangs when attempting to load large amounts of data from both the STG_G_USERDATA_HISTORY table and the STG_G_SECURE_USERDATA_HISTORY table. (ER# 243476852)


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Release Number 7.6.007.09 [01/11/10] – Hot Fix

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

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

New in This Release

This is a hot fix release for this product. Refer to the Deployment Procedure for this release to deploy the installation package within your environment.

Note: This release of Genesys Info Mart was tested with Genesys Info Mart Administration Console 7.6.000.07. Refer to the Genesys Info Mart Administration Console 7.6 Release Note for known issues and recommendations for this component.

This release contains no new features or functionality.

Corrections and Modifications

This release includes the following corrections and modifications:


Genesys Info Mart running on AIX no longer fails with a java.lang.IllegalArgumentException when performing Job_LoadGIM. Previously, Job_LoadGIM sometimes failed and generated the following exception:

2009-10-27 11:04:11,418 WARN  Thread-35
55-20049 "Job step CFG failed with error java.lang.IllegalArgumentException: wrong number of arguments at sun.reflect.NativeMethodAccessorImpl.invoke0(Native Method) at sun.reflect.NativeMethodAccessorImpl.invoke(NativeMethodAccessorImpl.java:79) at sun.reflect.DelegatingMethodAccessorImpl.invoke(DelegatingMethodAccessorImpl.java:43) at java.lang.reflect.Method.invoke(Method.java:618) at com.genesyslab.gim.etl.util.Task.run(Task.java:58)

(ER# 243209070)


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Release Number 7.6.007.08 [12/14/09] – General

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

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

New in This Release

This is a General release for this product. Refer to the Deployment Procedure for this release to deploy the installation package within your environment.

Note: This release of Genesys Info Mart was tested with Genesys Info Mart Administration Console 7.6.000.07. Refer to the Genesys Info Mart Administration Console 7.6 Release Note for known issues and recommendations for this component.

This release contains the following new features and functionality:

Corrections and Modifications

This release includes the following corrections and modifications:


Genesys Info Mart now recognizes the optional option short-talk-threshold in the gim-aggregates-tenant section. Previously, the following message was logged when Genesys Info Mart was started:

55-30004 "Configuration option 'short-talk-threshold' in section 'gim-aggregates-tenant' is not a recognized option." (ER# 240568571)


Job_TransformGIM no longer fails when attempting to use the database connection pool to connect to the Staging Area database. Previously, after processing an ETL cycle that had no new data to transform, an open connection was not returned to the connection pool. After running several such ETL cycles, the connection pool reached its maximum number of concurrent open connections, causing Job_TransformGIM to fail with an exception similar to the following:

17:22:49.694 INFO  Thread-3636  55-30000 TransformConfigFactWorker for STG_GROUP_TO_CAMPAIGN_FINAL failed:
org.hibernate.exception.GenericJDBCException: Cannot open connection at org.hibernate.exception.SQLStateConverter.handledNonSpecificException(SQLStateConverter.java:103) at org.hibernate.exception.SQLStateConverter.convert(SQLStateConverter.java:91) at org.hibernate.exception.JDBCExceptionHelper.convert(JDBCExceptionHelper.java:43) at org.hibernate.exception.JDBCExceptionHelper.convert(JDBCExceptionHelper.java:29) at org.hibernate.jdbc.ConnectionManager.openConnection(ConnectionManager.java:420) at org.hibernate.jdbc.ConnectionManager.getConnection(ConnectionManager.java:144) at org.hibernate.jdbc.JDBCContext.connection(JDBCContext.java:129) at org.hibernate.transaction.JDBCTransaction.begin(JDBCTransaction.java:57) at org.hibernate.impl.SessionImpl.beginTransaction(SessionImpl.java:1290) at com.genesyslab.gim.etl.util.TableWriter.getWriterTX(TableWriter.java:100) at com.genesyslab.gim.etl.jobs.TransformConfigFacts$TransformConfigFactWorker.transformConfigFact(TransformConfigFacts.java:319) at com.genesyslab.gim.etl.jobs.TransformConfigFacts$TransformConfigFactWorker.run(TransformConfigFacts.java:224) Caused by: java.sql.SQLException: An attempt by a client to checkout a Connection has timed out. at com.mchange.v2.sql.SqlUtils.toSQLException(SqlUtils.java:106) at com.mchange.v2.sql.SqlUtils.toSQLException(SqlUtils.java:65) at com.mchange.v2.c3p0.impl.C3P0PooledConnectionPool.checkoutPooledConnection(C3P0PooledConnectionPool.java:527) at com.mchange.v2.c3p0.impl.AbstractPoolBackedDataSource.getConnection(AbstractPoolBackedDataSource.java:128) at org.hibernate.connection.C3P0ConnectionProvider.getConnection(C3P0ConnectionProvider.java:35) at org.hibernate.jdbc.ConnectionManager.openConnection(ConnectionManager.java:417) ... 7 more Caused by: com.mchange.v2.resourcepool.TimeoutException: A client timed out while waiting to acquire
a resource from com.mchange.v2.resourcepool.BasicResourcePool@d58ce2 -- timeout at awaitAvailable()

(ER# 240542781)


Job_MigrateGIM no longer fails while populating the RESOURCE_GROUP_COMBINATION_KEY column in the MEDIATION_SEGMENT_FACT table during a non-critical migration. Previously, the job could fail, causing an error message such as the following to be logged:

09:11:28.898 Std 23001 DAP 'gim_dap_gim' database error for table ''. 
Exception: java.sql.SQLException: ORA-01427: single-row subquery returns more than one row at oracle.jdbc.driver.DatabaseError.throwSqlException(DatabaseError.java:112) at oracle.jdbc.driver.T2CConnection.checkError(T2CConnection.java:672) at oracle.jdbc.driver.T2CConnection.checkError(T2CConnection.java:598) at oracle.jdbc.driver.T2CStatement.executeForDescribe(T2CStatement.java:778) at oracle.jdbc.driver.T2CStatement.executeForRows(T2CStatement.java:971) at oracle.jdbc.driver.OracleStatement.doExecuteWithTimeout(OracleStatement.java:1168) at oracle.jdbc.driver.OracleStatement.executeUpdateInternal(OracleStatement.java:1614) at oracle.jdbc.driver.OracleStatement.executeUpdate(OracleStatement.java:1579) at com.mchange.v2.c3p0.impl.NewProxyStatement.executeUpdate(NewProxyStatement.java:64) at com.genesyslab.gim.etl.GimDBHelper.executeUpdateSQL(GimDBHelper.java:1030) at com.genesyslab.gim.etl.util.MigrateChunks$TableMigrationPlanImpl.executeMigrateSQL(MigrateChunks.java:589)

(ER# 240357874)


Genesys Info Mart now recognizes when Job_LoadRecent is completed after it was initiated from the Administration Console while the job scheduler was disabled. This corrects a problem in which the job scheduler was disabled while waiting for Job_TransformGIM to complete, and the user started Job_LoadRecent from the Administration Console. Now, once the job scheduler is enabled, the job scheduler detects that Job_TransformGIM is completed and starts extract jobs and Job_LoadRecent for the next ETL cycle. Previously, the job scheduler did not recognize that Job_LoadRecent was already completed, which resulted in Job_LoadRecent being stuck with status of WAITING. (ER# 239701070)


Job_TransformGIM no longer fails while transforming an OCS contact attempt for a chain that contains large numeric values for certain calling-list record fields, an issue that occurred when the Staging Area and Info Mart databases were running on Oracle. Previously, the failure would occur when the record_id, chain_id, or chain_n record fields (or the non-mandatory record fields mapped to the record_field_11 through record_field_30 columns in CONTACT_ATTEMPT_FACT) had values that were 10 digits long and greater than 2,147,483,647. Previously, the job would fail, causing an error message, such as the following, to be logged:

2009-10-26 19:43:36,476 WARN  Thread-24366 55-20053 "Job method Job_TransformGIM@STAGING@@1256586128:Job_TransformOCS:doFieldHist failed : unexpected exception during transformation (12184) : java.lang.NumberFormatException: For input string: "2365092245"
 at java.lang.NumberFormatException.forInputString(NumberFormatException.java:48)
 at java.lang.Integer.parseInt(Integer.java:459)
 at java.lang.Integer.<init>(Integer.java:620)
 at com.genesyslab.gim.etl.jobs.TransformOCS.stringToInteger(TransformOCS.java:5535)
 at com.genesyslab.gim.etl.jobs.TransformOCS.updateFieldHistVal(TransformOCS.java:2661)
 at com.genesyslab.gim.etl.jobs.TransformOCS.doFieldHist(TransformOCS.java:2277)
 at com.genesyslab.gim.etl.jobs.TransformOCS.doAttemptProcessing(TransformOCS.java:2053)
 at com.genesyslab.gim.etl.jobs.TransformOCS.doTransformOCS(TransformOCS.java:352)
 at com.genesyslab.gim.etl.jobs.TransformOCS.start(TransformOCS.java:288)
 at com.genesyslab.gim.etl.jobs.JobTransformGim$RunStep.doRunStep(JobTransformGim.java:244)
 at com.genesyslab.gim.etl.jobs.JobTransformGim$RunStep.run(JobTransformGim.java:154)

(ER# 239628569)


Job_MigrateGIM no longer fails while populating the MMEDIA_IXN_FACT_EXT and MMEDIA_SEG_FACT_EXT tables in cases in which multiple invocations of the job are necessary to complete non-critical migration. Previously, the job could fail, causing an error message such as the following to be logged:

04:10:27.651 Std 23001 DAP 'gim_dap_gim' database error for table ''.
Exception: java.sql.SQLException: ORA-00001: unique constraint (GEN_IMDB_GIM_PROD.PK_IIRS1_P) violated at oracle.jdbc.driver.DatabaseError.throwSqlException(DatabaseError.java:112) at oracle.jdbc.driver.T2CConnection.checkError(T2CConnection.java:672) at oracle.jdbc.driver.T2CConnection.checkError(T2CConnection.java:598) at oracle.jdbc.driver.T2CStatement.executeForDescribe(T2CStatement.java:778) at oracle.jdbc.driver.T2CStatement.executeForRows(T2CStatement.java:971) at oracle.jdbc.driver.OracleStatement.doExecuteWithTimeout(OracleStatement.java:1168) at oracle.jdbc.driver.OracleStatement.executeUpdateInternal(OracleStatement.java:1614) at oracle.jdbc.driver.OracleStatement.executeUpdate(OracleStatement.java:1579) at com.mchange.v2.c3p0.impl.NewProxyStatement.executeUpdate(NewProxyStatement.java:64) at com.genesyslab.gim.etl.GimDBHelper.executeUpdateSQL(GimDBHelper.java:1030) at com.genesyslab.gim.etl.util.MigrateChunks$TableMigrationPlanImpl.executeMigrateSQL(MigrateChunks.java:589)

(ER# 239571257)


Genesys Info Mart no longer periodically calls the gsysirmerge ICON stored procedure twice for each Voice-details IDB. Previously, when Genesys Info Mart was starting up and you made a configuration update to the Genesys Info Mart Application object, there was a small chance that Genesys Info Mart would start two threads to periodically call gsysirmerge for each Voice-details IDB. (ER# 239003894)


Genesys Info Mart no longer generates negative durations in INTERACTION_SEGMENT_FACT data in call scenarios where an inter-site consult and transfer occurs with an agent after a prior consult and mute transfer has occurred. Previous versions incorrectly applied the terminated time of the prior consultation call to the RECEIVEDCONSULT segment created to represent the next agent participating in the next consultation, causing negative durations to be calculated for that INTERACTION_SEGMENT_FACT. (ER# 238659003)


This version of Genesys Info Mart correctly generates INTERACTION_SEGMENT_FACT data in the proper ordinal order in complex call flows that include the following sequence of events in the interaction call flow:

  1. AgentA dials an internal call to a local Routing Point.
  2. The Routing Point routes interaction inter-switch to an IVR Port.
  3. The IVR Port transfers AgentA to an external party.
  4. AgentA performs a consultation through a local Routing Point.
  5. The Routing Point routes the interaction to AgentB.
  6. AgentA then completes a transfer to AgentB.

In the 7.6.004.*, 7.6.005.*, and 7.6.006.* releases, when Genesys Info Mart transformed this call flow sequence, the INTERACTION_SEGMENT_FACT data representing AgentB having received the transfer was incorrectly placed immediately following the IVR Port transferring the interaction externally, rather than immediately following AgentB having received the consultation. Although the order of the interaction segment facts was incorrect, all the metrics contained in the data to represent the post-consult transfer to AgentB were correct. This call flow sequence was correctly represented in version 7.6.003.* of Genesys Info Mart but regressed in subsequent maintenance release versions. (ER# 238643941)


Genesys Info Mart now correctly places INTERACTION_SEGMENT_FACT rows in the correct ordinal value order when an interaction call flow is encountered in which two calls have exactly the same created timestamp and both calls have an external route point resource. Previous versions might incorrectly order the calls causing interaction segment fact rows to be generated in an incorrect ordinal order.

If you are installing this release of Genesys Info Mart over a prior 7.6 release, refer to the Deployment Procedure for the specific release you are installing for SQL script(s) that need to be run against the Staging Area database. (ER# 238593940)


A new technical descriptor key was added for RESOURCE_ROLE = ReceivedTransfer, TECHNICAL_RESULT = Redirected, RESULT_REASON = Revoked, ROLE_REASON = Unspecified. This Technical Descriptor is needed for a Multimedia scenario in which an agent transfers an interaction to a queue, and the interaction is then routed to another agent who does not accept the invitation into the interaction, creating a revoked invitation of a transfer through a queue. Because this Technical Descriptor was missing, the previous release logged a warning message like the one below and used a technical descriptor key of 66 for RESOURCE_ROLE = UNKNOWN and TECHNICAL_RESULT = NONE.

55-34206 "Questionable data encountered, transformation continues: TransformLookup asked to lookup the technical descriptor key for an invalid combination: role=2, result=11, resultReason=14, roleReason=0 (00018a5B6MBF00C4-0000000000-00000000000000000168)."

If you are installing this release of Genesys Info Mart over a prior 7.6 release, refer to the Deployment Procedure for the specific release you are installing for the appropriate time in the procedure to run Job_InitializeGIM, which adds the new Technical Descriptor row. (ER# 237742440)


The ADMIN_LOAD_HISTORY view now correctly reflects the most recent time loaded for a given fact table. It no longer shows a LATEST_DATA_TIME of January 1, 2025 for some fact tables. (ER# 237575407)


In order to improve performance of Job_TransformGIM, an index was added to STG_USER_DATA_2.

If you are installing this release of Genesys Info Mart over a prior 7.6 release, refer to the Deployment Procedure for the specific release you are installing for SQL script(s) that need to be run against the Staging Area database. (ER# 237376182)


Job_LoadGIM now correctly updates the TOTAL_DURATION column for any active facts that exist in the Info Mart database. Previously, the job calculated the TOTAL_DURATION column for an active fact once, when it was first loaded into the Info Mart database, and never again updated it. (ER# 237014545)


Job_ExtractICON no longer misses extracting some rows from IDB tables that ICON updates. Previously, Job_ExtractICON would miss extracting some rows from IDB tables that Interaction Concentrator initially inserted and then later updated, especially if Genesys Info Mart is configured to limit the amount of data extracted on a single ETL cycle.

If you are installing this release of Genesys Info Mart over a prior 7.6 release, refer to the Deployment Procedure for the specific release you are installing for SQL script(s) that need to be run against the IDB schemas. (ER# 235721405, 238547821)


Genesys Info Mart no longer creates an INTERACTION_SEGMENT_FACT row with an incorrect Technical Descriptor role = RECEIVED in call scenarios where a consultation is received at a target resource and the call is transferred to that resource before talk duration is incurred. The ETL process now generates a single INTERACTION_SEGMENT_FACT row with technical descriptor role = RECEIVEDTRANSFER that encompasses both the consultation portion and post-consult transfer portion of the interaction rather than creating an INTERACTION_SEGMENT_FACT row that shows consultation with no talk duration. (ER# 235064900)


Genesys Info Mart no longer allows extract jobs to run consecutively without running the transform job in between. The exception is running the job to extract Interaction Concentrator Configuration details, which can run consecutively. If an extract job completes successfully, Job_TransformGIM must be run before that extract job can run again. Note that Job_TransformGIM cannot run until all extract jobs have completed since the last time Job_TransformGIM completed. Previously, Genesys Info Mart allowed any extract jobs to run consecutively without requiring Job_TransformGIM to run in between. (ER# 228069400)


Genesys Info Mart no longer discards Interaction Concentrator source data from ETL processing when the hand set or RequestMakeCall API are used in the contact center to consult and transfer interactions. Previous versions could discard interaction data and log a CALLFLOW_UNRECOGNIZED message during transformation, causing interactions to be missing from the Genesys Info Mart schema. (ER# 227183683)


The Genesys Info Mart Administration Console no longer changes a job's status from RUNNING to SHUTDOWN when the user requests to start a job that is already running. Previously, if the user started a job that was already running, the job's status was changed to SHUTDOWN. (ER# 214495337)


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Release Number 7.6.006.19 [11/12/09] – Hot Fix

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

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

New in This Release

This is a hot fix release for this product. Refer to the Deployment Procedure for this release to deploy the installation package within your environment.

Note: This release of Genesys Info Mart was tested with Genesys Info Mart Administration Console 7.6.000.07. Refer to the Genesys Info Mart Administration Console 7.6 Release Note for known issues and recommendations for this component.

This release contains no new features or functionality.

Corrections and Modifications

This release includes the following corrections and modifications:


Genesys Info Mart no longer discards some interactions that contain network-attended transfers or conferences. Interactions of this sort are now transformed and loaded, based on the available ICON source data. Because ICON does not store specific data about network-attended transfers or conferences, the data for these interactions is subject to certain limitations such as the following:

(ER# 236008701)


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Release Number 7.6.006.18 [10/29/09] – Hot Fix

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

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

New in This Release

This is a hot fix release for this product. Refer to the Deployment Procedure for this release to deploy the installation package within your environment.

Note: This release of Genesys Info Mart was tested with Genesys Info Mart Administration Console 7.6.000.07. Refer to the Genesys Info Mart Administration Console 7.6 Release Note for known issues and recommendations for this component.

This release contains no new features or functionality.

Corrections and Modifications

This release includes the following corrections and modifications:


Genesys Info Mart no longer performs poorly during Job_LoadGIM while trying to load Virtual Queue rows from the R_MEDIATION_SEGMENT_FACT table in a topology that includes multimedia data. (ER# 238893314)


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Release Number 7.6.006.17 [10/01/09] – Hot Fix

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

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

New in This Release

This is a hot fix release for this product. Refer to the Deployment Procedure for this release to deploy the installation package within your environment.

Note: This release of Genesys Info Mart was tested with Genesys Info Mart Administration Console 7.6.000.07. Refer to the Genesys Info Mart Administration Console 7.6 Release Note for known issues and recommendations for this component.

This release contains no new features or functionality.

Corrections and Modifications

This release includes the following corrections and modifications:


For Alcatel A4400/OXE PBX environments, if the PBX dissuades callers from an ACD queue when the estimated wait time exceeds the configured threshold, this version of Genesys Info Mart provides the ability to distinguish calls that are dissuaded from those that are abandoned. Previously, for INTERACTION_SEGMENT_FACT and MEDIATION_SEGMENT_FACT, Genesys Info Mart populated the technical result code value of ABANDONED (or CUSTOMERABANDONED if show-abandoned-detail=TRUE) for both dissuaded and abandoned calls. This version of Genesys Info Mart populates the technical result code (and result reason code) as follows:

(ER# 228161491)


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Release Number 7.6.006.15 [09/30/09] – General

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

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

New in This Release

This is a generally available release for this product. Refer to the Deployment Procedure for this release to deploy the installation package within your environment.

Note: This release of Genesys Info Mart was tested with Genesys Info Mart Administration Console 7.6.000.07. Refer to the Genesys Info Mart Administration Console 7.6 Release Note for known issues and recommendations for this component.

This release contains the following new features and functionality:

Note: For additional information about the new configuration options, see the Genesys Info Mart 7.6 Deployment Guide.

Corrections and Modifications

This release includes the following corrections and modifications:


Job_ExtractICON now reliably extracts voice interactions that require a multi-Interaction Database (IDB) merge from a High Availability (HA) pair of IDBs when voice interactions are not present and intra-IDB merged in both IDBs during the same ETL cycle. Previously, when such voice interactions were eventually intra-IDB merged, HA de-duplicated, and moved to the Merge Staging Area schema on some subsequent ETL cycle, they were not successfully multi-IDB merged and extracted to the Staging Area database for transformation processing. These voice interactions were left behind in the Merge Staging Area schema. (ER# 234924483)


Genesys Info Mart can now run two Job_ExtractICON jobs in parallel, each to extract voice data from a pair of HA ICON_CORE database access points (DAPs), without encountering a table lock on a staging table. Previously, the two jobs sometimes issued SQL updates on the STG_IR_1, STG_IR_2, and STG_IR_SYNCH tables at the same time, resulting in an SQL table lock if the Staging Area database was on Microsoft SQL Server. Previously, the job could fail, causing an error message such as the following to be logged:

2009-08-01 07:37:50,347 WARN  Thread-55000 55-24000 "'Job_ExtractICON' - job ID 'Job_ExtractICON@ICON_CORE@DBO@DB@DBSERVER@@1249123002' has failed.  Exception: 'org.hibernate.TransactionException: JDBC rollback failed
    com.genesyslab.gim.etl.jobs.JobExtractICON.updateSynchTable(JobExtractICON.java:4236)
    com.genesyslab.gim.etl.jobs.JobExtractICON.extractIConSimpleHAPair(JobExtractICON.java:2229)
    com.genesyslab.gim.etl.jobs.JobExtractICON.start(JobExtractICON.java:754)
    com.genesyslab.gim.etl.manager.LaunchExtractJobs$LaunchExtract.runJob(LaunchExtractJobs.java:1136
    com.genesyslab.gim.etl.manager.LaunchExtractJobs$LaunchExtract.run(LaunchExtractJobs.java:1068)

(ER# 233532821)


Job_ExtractICON can now properly identify and remove duplicate voice interactions extracted from an HA pair of IDBs where each ICON in the HA pair produced a different representation of the same voice interaction. Specifically, the data in one IDB indicated that the interaction should be moved to the Merge Staging Area schema for multi-IDB merge processing, while the data in the other IDB indicated that the same interaction should be moved directly to the Staging Area database because no multi-IDB merge processing was required. Job_ExtractICON now processes the representation of the interaction that requires multi-IDB merge and discards the other representation of that interaction. Previously, no representation of the interaction was discarded which caused Job_ExtractICON to fail after logging the following exception:

2009-08-04 14:06:59,376 WARN  Thread-85667 55-24000 "'Job_ExtractICON' - job ID 'Job_ExtractICON@MERGING@WELLS76STAGING@FRAN10G@@12494052090' has failed.  Exception: 'java.lang.reflect.InvocationTargetException
	at sun.reflect.GeneratedMethodAccessor457.invoke(Unknown Source)
	at sun.reflect.DelegatingMethodAccessorImpl.invoke(DelegatingMethodAccessorImpl.java:25)
	at java.lang.reflect.Method.invoke(Method.java:597)
	at com.genesyslab.gim.etl.util.Task.run(Task.java:58)
Caused by: java.sql.SQLException: ORA-01427: single-row subquery returns more than one row

(ER# 233314733)


Genesys Info Mart no longer produces duplicate rows for the same combination of USER_DATA_STRING values in the USER_DATA and USER_DATA_2 tables in the Info Mart database, as well as the STG_USER_DATA and STG_USER_DATA_2 tables in the Staging Area database. Previously, duplicate rows could be produced in scenarios where these tables exceeded 1500 rows. These duplicate rows eventually led to degraded performance of Job_TransformGIM.

If you are installing this release of Genesys Info Mart over a prior 7.6 release, refer to the Deployment Procedure for the specific release you are installing for SQL statements that need to be run against the Staging Area database. (ER# 232593981)


Genesys Info Mart can now run Job_TransformGIM successfully after Job_ExtractICON recovers from a failure when extracting from a pair of HA DAPs. Previously, if Job_ExtractICON was terminated before completion, then some IRs did not get de-duplicated on the next run. The next run of Job_ExtractICON might then complete successfully; however, Job_TransformGIM might fail with a non-unique object exception about transforming duplicate IRs. The following is an example of the message logged by Job_TransformGIM when duplicated IRs are being transformed:

2009-07-24 14:49:01,974 WARN  Thread-193   55-23000 "database error.
Exception: ' (entityName=StgIconCallInfo, writeType=1, cnt=1430): org.hibernate.NonUniqueObjectException:
a different object with the same identifier value was already associated with the session: [StgIconCallInfo#QKQ7M0077P70N118H25M75MT2O03M52Q]
                at org.hibernate.event.def.AbstractSaveEventListener.performSave(AbstractSaveEventListener.java:154)
                at org.hibernate.event.def.AbstractSaveEventListener.saveWithGeneratedId(AbstractSaveEventListener.java:114)
                at org.hibernate.event.def.DefaultSaveOrUpdateEventListener.saveWithGeneratedOrRequestedId(DefaultSaveOrUpdateEventListener.java:186)
                at org.hibernate.event.def.DefaultSaveEventListener.saveWithGeneratedOrRequestedId(DefaultSaveEventListener.java:33)
                at org.hibernate.event.def.DefaultSaveOrUpdateEventListener.entityIsTransient(DefaultSaveOrUpdateEventListener.java:175)
                at org.hibernate.event.def.DefaultSaveEventListener.performSaveOrUpdate(DefaultSaveEventListener.java:27)
                at org.hibernate.event.def.DefaultSaveOrUpdateEventListener.onSaveOrUpdate(DefaultSaveOrUpdateEventListener.java:70)
                at org.hibernate.impl.SessionImpl.fireSave(SessionImpl.java:530)
                at org.hibernate.impl.SessionImpl.save(SessionImpl.java:518)
                at com.genesyslab.gim.etl.util.TableWriter.run(TableWriter.java:176)

(ER# 232487308)


Job_ExtractGVP no longer fails with a primary key constraint error when extracting data from multiple GVP_VAR data sources. Previously, the job could fail, causing an error message such as the following to be logged:

2009-07-23 23:41:35,404 WARN Thread-83 55-23000 "database error. Exception: ' (entityName=null, writeType=1, cnt=1): org.hibernate.exception.ConstraintViolationException: Could not execute JDBC batch update Caused by: java.sql.BatchUpdateException: com.microsoft.sqlserver.jdbc.SQLServerException: Violation of PRIMARY KEY constraint 'PK_STG_VAR_APPLICATIONS'. Cannot insert duplicate key in object 'dbo.STG_VAR_APPLICATIONS.

If you are installing this release of Genesys Info Mart over a prior 7.6 release, refer to the Deployment Procedure for the specific release you are installing for SQL script(s) that need to be run against the Staging Area database. (ER# 232148971)


Job_ExtractICON no longer fails when extracting Multimedia data in cases where a call is in a virtual queue when Job_ExtractICON is run and then a second Job_ExtractICON is run after the call has left the virtual queue, without Job_TransformGIM being run in between. Previously, the job would fail, causing an error message such as the following to be logged:

2009-07-02 15:33:47,673 WARN Thread-734 55-23000 "database error. Exception: ' (entityName=StgGVirtualQueue, writeType=1, cnt=5000): org.hibernate.exception.ConstraintViolationException: could not insert: [StgGVirtualQueue].

If you are installing this release of Genesys Info Mart over a prior 7.6 release, refer to the Deployment Procedure for the specific release you are installing for SQL script(s) that need to be run against the Staging Area database. (ER# 230639921)


The script make_gim_view_for_tenant.sql has been corrected so that certain view names no longer cause failures. Previously, two digit tenant keys sometimes resulted in view names that exceeded the character limit. (ER# 230600713)


Genesys Info Mart now logs message 55-30048 for those job steps that have completed after running for more than an hour. Previously, Genesys Info Mart did not reliably log this message, which is used to reset an alarm triggered by message 55-20041. (ER 230427582)


Job_MigrateGIM is no longer run if the run-migration option is missing from the schedule section of the Genesys Info Mart Application object. Previously, Genesys Info Mart would run Job_MigrateGIM in this situation, even though the default value of run-migration was FALSE.(ER# 230426036)


Job_TransformGIM no longer fails with an error similar to that in the log excerpt below while cleansing endpoint session information in scenarios involving multiple ICON restarts or T-Server disconnects/switchovers:

2009-06-26 13:24:07,578 WARN Thread-16 55-20049 "Job step TransformAgentActivity failed with error java.sql.SQLException: ORA-00001: unique constraint (DWP_406759.PK_STG_LOGINSESSIONID_MAP) violated.

If you are installing this release of Genesys Info Mart over a prior 7.6 release, refer to the Deployment Procedure for the specific release you are installing for SQL script(s) that need to be run against the Staging Area database. (ER# 229717291)


The performance of the aggregation queries that are used to populate the AG_SKILL_GROUP_ABN_HOUR and AG_SKILL_RESOURCE_ABN_HOUR tables has been improved. The queries for these tables have been simplified so that they no longer require a join to the INTERACTION_SEGMENT_FACT table.

If you are installing this release of Genesys Info Mart over a prior 7.6 release, refer to the Deployment Procedure for the specific release you are installing for SQL script(s) that need to be run against the Staging Area database. (ER# 229386734, 227944211)


Genesys Info Mart Job Scheduler now correctly starts the ETL cycle immediately when the previous ETL cycle completes after the next ETL-cycle interval has already passed. Previously, the Job Scheduler sometimes started the ETL cycle on the next ETL -cycle interval that came after the current time, effectively skipping an ETL cycle. (ER# 228882015)


Genesys Info Mart now correctly populates the ENTERPRISE_DATE and TENANT_DATE tables in the Info Mart database when the GIM Server is running on a machine where the configured timezone observes a Daylight Saving Time that starts at midnight. Previously in this scenario, the date/time columns in these tables could contain times other than 12:00. The SECONDS_SINCE_EPOCH column in ENTERPRISE_DATE could also be incorrect, which would sometimes lead to negative durations for active facts in the Info Mart database. (ER# 228710434)


Genesys Info Mart can now run Job_ExtractICON successfully after Job_ExtractICON recovers from a failure extracting from a pair of high availability (HA) database access points (DAPs). Previously, if Job_ExtractICON was terminated before completion, then some interaction records (IRs) did not get de-duplicated on the next run. The next run of Job_ExtractICON sometimes resulted in a constraint violation when extracting duplicate IRs to either the Staging Area database or Merge Staging Area schema. The following is an example of the message logged by Job_TransformGIM when duplicated IRs are transformed:

2009-07-27 15:20:36,712 WARN  Thread-372
55-24001 "'Job_ExtractICON' - error extracting rows from 'ICON_CORE' table 'G_IR' in DAP 'ICON_NSS76_11_JDBC_DAP'.
Exception: 'could not insert: [com.genesyslab.gim.etl.icon.db.GIrOra]
org.hibernate.exception.ConstraintViolationException: could not insert: [com.genesyslab.gim.etl.icon.db.GIrOra]
	at org.hibernate.exception.SQLStateConverter.convert(SQLStateConverter.java:71)
	at org.hibernate.exception.JDBCExceptionHelper.convert(JDBCExceptionHelper.java:43)
	at org.hibernate.persister.entity.AbstractEntityPersister.insert(AbstractEntityPersister.java:2078)
	at org.hibernate.persister.entity.AbstractEntityPersister.insert(AbstractEntityPersister.java:2427)
	at org.hibernate.action.EntityInsertAction.execute(EntityInsertAction.java:51)
	at org.hibernate.engine.ActionQueue.execute(ActionQueue.java:248)
	at org.hibernate.engine.ActionQueue.executeActions(ActionQueue.java:232)
	at org.hibernate.engine.ActionQueue.executeActions(ActionQueue.java:139)
	at org.hibernate.event.def.AbstractFlushingEventListener.performExecutions(AbstractFlushingEventListener.java:297)
	at org.hibernate.event.def.DefaultFlushEventListener.onFlush(DefaultFlushEventListener.java:27)
	at org.hibernate.impl.SessionImpl.flush(SessionImpl.java:985)
	at com.genesyslab.gim.etl.util.TableWriter.run(TableWriter.java:184)
Caused by: java.sql.BatchUpdateException: ORA-00001: unique constraint (MERGE_STAGING76.IDX_G_IR_IRID) violated. 

(ER# 228668245)


In a Multimedia environment, Job_LoadRecent failed with the following error message:

55-20049 "Job step GR_INT failed with error com.microsoft.sqlserver.jdbc.SQLServerException: Subquery returned more than 1 value. This is not permitted when the subquery follows =, !=, <, <= , >, >= or when the subquery is used as an expression.

The failure occurred while attempting to set the ROOT_INTERACTION_ID in the INTERACTION_FACT row for an Inbound Customer Reply interaction. The failure occurred because the Multimedia transformation sometimes created two INTERACTION_FACT rows for the same MEDIA_SERVER_IXN_GUID in an environment where the extraction of the source Multimedia interaction data was throttled. In this environment, it was possible for all of the extracted Multimedia interaction data to make it appear that the interaction had been fully completed before the interaction was really completed. This problem is now corrected.

(ER#s 228478443, 228096618)


Job_LoadRecent no longer fails when updating rows in the R_RESOURCE_SESSION_FACT, RESOURCE_SESSION_FACT, R_DT_DND_FACT, or DT_DND_FACT tables in scenarios where the active rows to be updated do not exist in these tables due to previous settings of Genesys Info Mart configuration options. This failure only occurred when the Info Mart database was on Microsoft SQL Server or IBM DB2. Previously, the job would fail, causing an error message such as the following to be logged:

2009-05-29 00:54:41,625 WARN  Thread-368461 55-23000 "database error.
Exception: ' (entityName=GimUpdResourceSessionFact, writeType=2, cnt=2): org.hibernate.
StaleStateException: Batch update returned unexpected row count from update: 0 actual row count: 0 expected: 1.

(ER# 228265086)


Genesys Info Mart no longer fails when the populate-interaction-resource-facts configuration option is changed from the value FALSE to TRUE in deployments that have been transforming data for some period of time with the configuration option set to FALSE. Previously, if the configuration option was changed and the ETL process encountered after-call-work states for agent interactions that were loaded to the database in a previous ETL cycle (late-arriving after call work), Genesys Info Mart could fail with an exception such as the following:

Job_TransformGIM@dbo@GimStage75@ken-ctisql4@@1243597029:Job_TransformGIM:doVoiceFacts failed :
unexpected exception: java.lang.NullPointerException
                at java.util.GregorianCalendar.computeFields(GregorianCalendar.java:2026)
                at java.util.GregorianCalendar.computeFields(GregorianCalendar.java:1996)
                at java.util.Calendar.complete(Calendar.java:1307)
                at java.util.Calendar.get(Calendar.java:1088)
                at com.genesyslab.gim.etl.jobs.TransformLookup.getTimeBlob(TransformLookup.java:2894)
                at com.genesyslab.gim.etl.jobs.TransformLookup.getTimeBlob(TransformLookup.java:2783)

(ER# 227924052)


Genesys Info Mart now connects to a backup Message Server if it loses its connection to the primary Message Server. (ER# 227809349)


This version of Genesys Info Mart provides SQL script(s) to make the necessary modifications to the Merge Staging Area schema. Previously, SQL statements were individually documented in the Genesys Info Mart documentation.

If you are installing this release of Genesys Info Mart over a prior 7.6 release, refer to the Deployment Procedure for the specific release you are installing for SQL script(s) that need to be run against the Merge Staging Area schema. (ER# 121883861)


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Release Number 7.6.005.12 [07/22/09] – Hot Fix

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

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

New in This Release

This is a hot fix release for this product. Refer to the Deployment Procedure for this release to deploy the installation package within your environment.

Note: This release of Genesys Info Mart was tested with Genesys Info Mart Administration Console 7.6.000.07. Refer to the Genesys Info Mart Administration Console 7.6 Release Note for known issues and recommendations for this component.

This release contains no new features or functionality.

Corrections and Modifications

This release includes the following corrections and modifications:


Genesys Info Mart can now extract from multiple GVP_VAR data sources. Previously, Genesys Info Mart could only extract from one of multiple GVP_VAR data sources. (ER# 231140929)


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Release Number 7.6.005.11 [06/24/09] – General

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

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

New in This Release

This is a generally available release for this product. Refer to the Deployment Procedure for this release to deploy the installation package within your environment.

Note: This release of Genesys Info Mart was tested with Genesys Info Mart Administration Console 7.6.000.07. Refer to the Genesys Info Mart Administration Console 7.6 Release Note for known issues and recommendations for this component.

This release contains the following new features and functionality:

Corrections and Modifications

This release includes the following corrections and modifications:


Genesys Info Mart extracts Multimedia details from a single Interaction Concentrator database (IDB). This version of Genesys Info Mart now allows you to replace the Multimedia Interaction Concentrator (ICON) application that is storing data in that IDB. That is, you can remove the old Multimedia ICON application, and add a new Multimedia ICON application, under the Connections tab of the Genesys Info Mart Application. In this situation, Genesys Info Mart will finish extracting the Multimedia details stored by the previously configured Multimedia ICON application, and start extracting the Multimedia details stored by the newly configured Multimedia ICON application. Previously, Genesys Info Mart could extract Multimedia details stored by only a single ICON application. (ER# 192817971)


The aggregate-time-range-limit option now correctly limits Genesys Info Mart aggregation queries. Previously, the lack of limitations caused performance problems. (ER# 201472412)


Rows extracted from the GC_AGENT, GC_ENDPOINT, and GC_SCRIPT tables are now inserted into STG_RESOURCE table serially. That is, one row must be complete before the next one starts. Previously, these table extractions were performed in parallel, resulting in conflicts when writing to the STG_RESOURCE table. The same correction has been applied to extraction from the GCX_GROUP_ENDPOINT and GCX_GROUP_AGENT tables, when rows extracted from these tables are inserted into the STG_RESOURCESINAGROUP table. (ER# 203028836, 194896831)


Genesys Info Mart now correctly populates the CONFERENCE_INITIATED_COUNT and the CONFERENCE_JOINED_COUNT columns in the INTERACTION_RESOURCE_FACT table if contact center resources are involved in conference call scenarios while the configuration option show-conference-detail is set to FALSE. (ER# 204215643)


When aggregating time periods with sparse fact data, Genesys Info Mart no longer produces incorrect aggregates for the agent-state-interval and ixn-agent-interval subjects. (ER# 204233434)


Genesys Info Mart no longer produces aggregate data in AG2_INB_V_I_IXN_AGENT_* for agents who are logged in and have agent state activity, but do not have interaction-related activity during the reporting interval. As a result, Genesys Interactive Insights' Agent Interval Based Report no longer reports on agents who have no interaction activity during the reporting interval. (ER# 205563119)


To improve access times for queries using the RESOURCE_GROUP_COMBINATION dimension, this release adds an index.

If you are installing this release of Genesys Info Mart over a prior 7.6 release, refer to the Deployment Procedure for the specific release you are installing for SQL script(s) that need to be run against the Info Mart database. (ER# 207557859)


To improve performance of the aggregation processes, this release adds indexes to the Info Mart database.

If you are installing this release of Genesys Info Mart over a prior 7.6 release, refer to the Deployment Procedure for the specific release you are installing for SQL script(s) that need to be run against the Info Mart database. (ER# 208829385)


Genesys Info Mart now correctly includes the tenant when creating and maintaining rows in the TIME_RANGE dimension. (ER# 215941130)


Genesys Info Mart no longer produces duplicate or missing rows in the DT_DND_FACT table in the Info Mart database for Multimedia Do-Not-Disturb (DND) mode details. Previously, duplicate or missing rows might result if the agent used DND during a Multimedia login session in which a particular media type was added and removed multiple times. (ER# 221010741)


If limit-extract-data has been configured to TRUE, and there is a sufficient backlog of unextracted data, then Genesys Info Mart limits the amount of data extracted to the time range configured by the extract-data-time-range-limit and extract-data-time-range-units configuration options. Additional limitations are also imposed to insure a controlled extraction of data. For example—if the configured time range would cause a very large number of rows to be extracted from a given table, the extraction of those rows may be spread across multiple ETL cycles. It is rare that the additional limitations need to be enforced if the time range guideline documented in the Genesys Info Mart 7.6 Deployment Guide (for extract-data-time-range-limit) is followed. In the situations where an additional limitation is imposed, Genesys Info Mart now applies that limitation consistently across all related tables. (ER# 221193709)


The extract-data-after-date option value is no longer ignored if a new data source includes a large number of rows from the G_IR or G_AGENT_STATE_HISTORY tables that precede the specified extract-data-after-date value. Previously, the specified value for the extract-data-after-date option—indicating the starting date for data to be extracted on the initial extract from a new data source—was ignored if the limit-extract-data configuration option was set to TRUE. (ER# 222004151)


Genesys Info Mart can now correctly de-duplicate calls when one of the ICONs in a High Availability (HA) pair is restarted while a call is in progress. Previously in this scenario, the call was populated in both HA IDBs, but with different interaction record (IR) ID values, resulting in an SQL error. Previously, in an environment that contains Multi-IDB Merge and HA for Voice Details, Job_ExtractICON could fail after logging the following message for any call-based table, such as STG_G_PARTY (as shown) or STG_G_VIRTUAL_QUEUE:

12:26:12.512 Std 23001 DAP 'gim_staging_jdbc_dap' database error for table 'STG_G_PARTY'. Exception: com.microsoft.sqlserver.jdbc.SQLServerException: Subquery returned more than 1 value. This is not permitted when the subquery follows =, !=, <, <= , >, >= or when the subquery is used as an expression.

(ER#s 222947301, 228132981)


In the scenario in which a resource performs a consultation call to another resource, ends that consultation call, and then performs a subsequent consultation and conference call, Genesys Info Mart no longer generates an extra INTERACTION_RESOURCE_FACT and VOICE_RES_FACT_EXT row for the resource initiating a conference call. Genesys Info Mart now correctly associates both the consultation metrics and the conference initiator metrics in the INTERACTION_RESOURCE_FACT and VOICE_RES_FACT_EXT rows created to represent resource participation in the interaction. (ER# 223572411)


Genesys Info Mart now correctly includes the tenant in the AG2_INB_V_QUEUE_ABN_SUBHR and AG2_INB_V_QUEUE_ANS_SUBHR views when joining to the TIME_RANGE dimension. Previously, in a multi-tenant environment, this could have resulted in Queue Answer and Queue Abandon GI2 reports that were incorrect at the SUBHOUR level. (These reports were based on the current active TIME_RANGE dimension row rather than on the TIME_RANGE configured for the tenant.)

If you are installing this release of Genesys Info Mart over a prior 7.6 release, refer to the Deployment Procedure for the specific release you are installing for SQL script(s) that need to be run against the Info Mart database. (ER# 224160161)


Job_MigrateGIM no longer fails while starting the critical migration step that creates rows in the STG_LOAD_STATUS table in the Staging Area database. Previously, the job would intermittently fail, logging an error message indicating that a ConcurrentModficationException or NullPointerException had occurred, or that Flush during cascade is dangerous. (ER# 224163479)


If Genesys Info Mart Server is running on AIX, it now correctly shuts down on user request from Solution Control Interface (SCI). Previously, the Server would receive the shutdown request, but would not exit. (ER# 224181261)


When Job_AggregateGIM is executed manually, either from the command line or from the Genesys Info Mart Administration Console, the tenant key parameter is now optional. If a tenant key is specified, only that tenant will be aggregated. If no tenant is specified, then all configured tenants will be aggregated. (ER# 224192737)


If the configuration option extract-data-after-date has been specified (and limit-extract-data has been configured to TRUE), it indicates the starting date for data to be extracted on the initial extract from a new data source. If the new data source includes unmerged voice interaction data after the specified extract-data-after-date, then the extract-data-after-date applies correctly to the voice interaction data. Previously, it did not apply to voice data. (ER# 224620803)


For call flows in which a resource dials a consultation call to another resource within the same switch, Genesys Info Mart no longer sets the CONS_INIT_DIAL_DURATION value to 0 (zero) in the VOICE_RES_FACT_EXT table. This release of Genesys Info Mart correctly sets the CONS_INIT_DIAL_DURATION value to the actual dial time incurred by the consulting resource. (ER# 224762061)


For interactions that were abandoned while ringing at a resource, Genesys Info Mart now correctly sets the CUSTOMER_HANDLE_COUNT and CUSTOMER_HANDLE_DURATION columns in the INTERACTION_RESOURCE_FACT table to 0 (zero). Previously, Genesys Info Mart incorrectly set these values to non-zero values. (ER# 224954891)


When HA is configured to extract voice data from a pair of Microsoft SQL Server IDBs, Job_ExtractICON no longer fails with a Database deadlock with IDB tables G_IR and G_CALL. Previously, the job would fail, causing an error message such as the following to be logged:

2009-04-18 10:34:40,916 WARN Thread-34368 55-20003 "Exception: com.microsoft.sqlserver.jdbc.SQLServerException: Transaction (Process ID 100) was deadlocked on lock resources with another process and has been chosen as the deadlock victim. Rerun the transaction. (ER# 224965811)


New Genesys Info Mart indexes improve the performance of Job_MaintainGIM when purging data in the INTERACTION_RESOURCE_FACT, VOICE_RES_FACT_EXT, and IXN_RESOURCE_STATE_FACT tables.

If you are installing this release of Genesys Info Mart over a prior 7.6 release, refer to the Deployment Procedure for the specific release you are installing for SQL script(s) that need to be run against the Info Mart database. (ER# 224984829)


The performance of Job_ExtractICON is no longer degraded when extracting Voice Details from HA Pairs of IDBs in a Multi-IDB Merge configuration. Previously, the SQL statements that Job_ExtractICON issued to remove duplicate calls from the Merge Staging Area were not optimized, and took too long to complete. (ER# 225224914)


Job_ExtractICON no longer ignores tenants that were either added to or removed from the Genesys Info Mart Application in the Configuration Layer. Previously, information about added or removed tenants was not populated in the Info Mart database. (ER# 225529022)


Genesys Info Mart no longer incorrectly sets the value of the INTERACTION_SEGMENT_COUNT column, in all INTERACTION_RESOURCE_FACT table rows generated for a single interaction, to the value calculated for the last INTERACTION_RESOURCE_FACT row. This release of Genesys Info Mart correctly sets the value of the INTERACTION_SEGMENT_COUNT column to the actual count of interaction segment fact rows that contributed to the metrics populated in the single INTERACTION_RESOURCE_FACT row. (ER# 225714021)


Some IDB indexes created in previous releases are now no longer needed.

If you are installing this release of Genesys Info Mart over a prior 7.6 release, refer to the Deployment Procedure for the specific release you are installing for SQL statements that need to be run against the IDB databases. (ER# 225783911)


For customers using a Staging Area database on DB2:

Genesys Info Mart now uses a different method to truncate tables in DB2 databases. DB2 does not support the equivalent of the Oracle truncate table command. Therefore, for DB2, Genesys Info Mart originally used another method, which employed the NOT LOGGED INITIALLY attribute, to get a non-logged delete of all rows from a table. However, this operation does not enable you to restore and roll-forward the database logs to recover from a database failure. Essentially, using the non-logged deletion method renders the Staging Area database non-recoverable to anything other than a point-in-time backup. To eliminate this problem, Genesys Info Mart now uses import replace from an empty file to get a non-logged but recoverable truncate of a table. (ER# 225863534)


Genesys Info Mart now correctly sets the resource role of the Route Point that was dialed to receive a transferred call. Previously, Genesys Info Mart used the entire connected time of the dialing party as the dial time. (ER# 226136461)


A new index on the STG_DNSINAPLACE table in the Staging Area database improves the performance of Job_ExtractICON for the ICON_CFG role in an environment with an HA deployment for Configuration data.

If you are installing this release of Genesys Info Mart over a prior 7.6 release, refer to the Deployment Procedure for the specific release you are installing for SQL statements that need to be run against the Staging Area database. (ER# 226459195)


Job_ExtractICON no longer fails while extracting virtual queue data if multi-site merge without HA for voice is configured. Previously, the job would fail, causing an error message such as the following to be logged:

2009-03-05 20:53:52,614 WARN  Thread-13638 55-23000 "database error.  Exception: ' (entityName=StgGVirtualQueue, writeType=1, cnt=4): org.hibernate.exception.ConstraintViolationException: Could not execute JDBC batch update
	at org.hibernate.exception.SQLStateConverter.convert(SQLStateConverter.java:71)
	at org.hibernate.exception.JDBCExceptionHelper.convert(JDBCExceptionHelper.java:43)
	at org.hibernate.jdbc.AbstractBatcher.executeBatch(AbstractBatcher.java:202)
	at org.hibernate.engine.ActionQueue.executeActions(ActionQueue.java:235)
	at org.hibernate.engine.ActionQueue.executeActions(ActionQueue.java:139)
	at org.hibernate.event.def.AbstractFlushingEventListener.performExecutions(AbstractFlushingEventListener.java:297)
	at org.hibernate.event.def.DefaultFlushEventListener.onFlush(DefaultFlushEventListener.java:27)
	at org.hibernate.impl.SessionImpl.flush(SessionImpl.java:985)
	at com.genesyslab.gim.etl.util.TableWriter.run(TableWriter.java:163)

(ER# 226694121)


In certain scenarios that involve Job_TransformGIM being restarted after a previous failure, Job_TransformGIM no longer fails while transforming summarized Voice states and reasons, with an error similar to the following log excerpt:

2009-05-08 17:19:19,495 INFO Thread-6819 55-30044 "Job method getSmRollups(): agentid = 70039 completed unsuccessfully"
2009-05-08 17:19:20,484 WARN Thread-6819 55-20049 "Job step TransformAgentActivity failed with error java.util.NoSuchElementException
at java.util.TreeMap.key(TreeMap.java:433)
at java.util.TreeMap.lastKey(TreeMap.java:297)
at java.util.TreeSet.last(TreeSet.java:417)
at
com.genesyslab.gim.etl.jobs.SmAgentSummaryVoice.buildTimeSlices(SmAgentSummaryVoice.java:376)
(ER# 226807955)


Indexes in the Merge Staging Area schema have been modified to improve the performance of Job_ExtractICON when it is configured for Multi-IDB Merge for Voice Details.

If you are installing this release of Genesys Info Mart over a prior 7.6 release, refer to the Deployment Procedure for the specific release you are installing, for SQL statements that need to be run against the Merge Staging Area database. (ER# 227541181)


For call flows that contain inter-site consultation/transfer/conference calls, Genesys Info Mart no longer incorrectly sets the CONS_RCV_TALK_DURATION value to 0 in the VOICE_RES_FACT_EXT table when it transforms source data. This release of Genesys Info Mart correctly sets the CONS_RCV_TALK_DURATION value to the total duration that the consulted resource is connected to the consultation portion of the interaction. (ER# 227701016)


IDB indexes have been modified to improve the performance of Job_ExtractICON when it extracts data from a Voice Details IDB.

If you are installing this release of Genesys Info Mart over a prior 7.6 release, refer to the Deployment Procedure for the specific release you are installing for SQL statements that need to be run against the IDB databases. (ER# 227766321)


Job_TransformGIM no longer fails while transforming Multimedia Do-Not-Disturb (DND) mode details in scenarios where DND is turned on and off within the same second. Previously, the job could fail, causing an error message such as the following to be logged:

2009-05-25 23:33:28,485 WARN Thread-46 55-23000 "database error. Exception: ' (entityName=StgActGlobalMMDnd, writeType=1, cnt=3): org.hibernate.NonUniqueObjectException: a different object with the same identifier value was already associated with the session: [StgActGlobalMMDnd#2VES004M5101J6BHMGD88EDUUS000070] (ER# 227809282)


Genesys Info Mart now creates INTERACTION_SEGMENT_FACT rows in the correct ordinal order, so that the TARGET_* metrics of the MEDIATION_SEGMENT_FACT table reflect the correct data. Previously, the incorrect ordering occurred in internal interaction call flows in which multiple consultation transfers are performed from the original internal call, and at least one of the consultation transfer calls is completed to a routing point or ACD queue. (ER# 228163236)


In a Multimedia environment in which the extraction of the source Multimedia interaction data is throttled, Job_LoadRecent no longer fails with the following error message:

55-20049 "Job step GR_INT failed with error com.microsoft.sqlserver.jdbc.SQLServerException: Subquery returned more than 1 value. This is not permitted when the subquery follows =, !=, <, <= , >, >= or when the subquery is used as an expression.

Previously, the failure used to occur when Job_LoadRecent attempted to set the ROOT_INTERACTION_ID in the INTERACTION_FACT row for an Inbound Customer Reply interaction. The Multimedia transformation sometimes created two INTERACTION_FACT rows for the same MEDIA_SERVER_IXN_GUID. Therefore, in an environment in which the extraction of the source Multimedia interaction data was throttled, it was possible for all of the extracted Multimedia interaction data to make it appear that the interaction had been fully completed before the interaction was really completed. This release of Genesys Info Mart corrects this problem. (ER# 228478441)


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Release Number 7.6.004.14 [06/03/09] – Hot Fix

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

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

New in This Release

This is a hot fix for this product. Refer to the Deployment Procedure for this hot fix to deploy the installation package within your environment. This release contains no new features or functionality.

Note: This release of Genesys Info Mart was tested with Genesys Info Mart Administration Console 7.6.000.07. Refer to the Genesys Info Mart Administration Console 7.6 Release Note for known issues and recommendations for this component.

Corrections and Modifications

This release includes the following corrections and modifications:


Job_ExtractICON now extracts from a High Availability (HA) pair of IDBs the best data representation of the portion of a voice interaction that contains a consultation call. Previously, Job_ExtractICON sometimes extracted the consultation call portion of the voice interaction from the IDB that did not have the best data representation.

If you are installing this release over a prior 7.6 release, refer to the Deployment Procedure for the specific release you are installing for SQL commands to run against the indicated databases to make the required changes. (ER# 227546437)


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Release Number 7.6.004.13 [05/19/09] – Hot Fix

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

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

New in This Release

This is a hot fix for this product. Refer to the Deployment Procedure for this hot fix to deploy the installation package within your environment. This release contains no new features or functionality.

Note: This release of Genesys Info Mart was tested with Genesys Info Mart Administration Console 7.6.000.07. Refer to the Genesys Info Mart Administration Console 7.6 Release Note for known issues and recommendations for this component.

Corrections and Modifications

This release includes the following corrections and modifications:


This release of Genesys Info Mart correctly populates the TALK_COUNT and TALK_DURATION columns of the VOICE_SEG_FACT_EXT table and the POST_CONS_XFER_TALK_DURATION or CONF_JOIN_TALK_DURATION columns in the VOICE_RES_FACT_EXT table for data that represents contact-center resources receiving multi-site consult/transfer or consult/conference interactions. Previous releases incorrectly populated these values. (ER# 226682669)


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Release Number 7.6.004.11 [04/30/09] – Hot Fix

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

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

New in This Release

This is a hot fix for this product. Refer to the Deployment Procedure for this hot fix to deploy the installation package within your environment. This release contains no new features or functionality.

Note: This release of Genesys Info Mart was tested with Genesys Info Mart Administration Console 7.6.000.07. Refer to the Genesys Info Mart Administration Console 7.6 Release Note for known issues and recommendations for this component.

Corrections and Modifications

This release includes the following corrections and modifications:


Genesys Info Mart now correctly calculates the total_duration value recorded in the INTERACTION_SEGMENT_FACT table in rows that represent the conference call initiator participating in conference calls. Previously, Genesys Info Mart could record a negative value when the same resource participated in multiple conference calls within the same interaction and the conference calls occurred between resources in multiple T-Servers. (ER# 224894233)


Job_LoadRecent no longer fails with an error similar to that in the log excerpt below while updating the RES_PREVIOUS_DT_STATE_KEY column of the INTERACTION_RESOURCE_FACT table:

2009-04-21 06:55:19,275 INFO  Thread-199848 55-34202 "Job method Job_LoadRecent@gim_staging_etl@dbms.world@@1240314824:Update IRF Resource Previous DT State - 3 rows read."
2009-04-21 06:55:19,277 WARN  Thread-199674 55-20049 "Job step GR_INT failed  with error java.sql.SQLException: Closed Statement
                at oracle.jdbc.driver.DatabaseError.throwSqlException(DatabaseError.java:112)
                at oracle.jdbc.driver.DatabaseError.throwSqlException(DatabaseError.java:146)
                at oracle.jdbc.driver.DatabaseError.throwSqlException(DatabaseError.java:208)
                at oracle.jdbc.driver.OracleStatement.ensureOpen(OracleStatement.java:3546)
                at oracle.jdbc.driver.OraclePreparedStatement.executeBatch(OraclePreparedStatement.java:10639)
                at com.mchange.v2.c3p0.impl.NewProxyPreparedStatement.executeBatch(NewProxyPreparedStatement.java:1723)
                at com.genesyslab.gim.etl.jobs.JobLoad.processIrfResourcePreviousStateData(JobLoad.java:3815)
                at com.genesyslab.gim.etl.jobs.JobLoad.updateIrfAgentState(JobLoad.java:3691)
                at com.genesyslab.gim.etl.jobs.JobLoadRecent.start(JobLoadRecent.java:452)
                at com.genesyslab.gim.etl.manager.LaunchJob.runJob(LaunchJob.java:261)
                at com.genesyslab.gim.etl.manager.LaunchJob.run(LaunchJob.java:195)

(ER# 224710446)


Job_TransformGIM no longer fails while processing agent state information for an agent that initiated or received a call while in the After Call Work (ACW) or Not Ready state. The particular scenario under which the failure occurred involved Interaction Concentrator (ICON) being configured with the gls-enable-acw-busy option set to (0) (zero) and, while the agent was on that particular call, the occurrence of either a loss of connectivity between T-Server and ICON or a T-Server switchover. Previously, the job would fail, causing an error message such as the following to be logged:

2009-04-19 15:42:56,400 WARN Thread-167799 55-23000 "database error. Exception: ' (entityName=StgIconAgentStateInfo, writeType=1, cnt=10174): org.hibernate.NonUniqueObjectException: a different object with the same identifier value was already associated with the session: [StgIconAgentStateInfo#001A45D2-C807-19E4-89D7-0A16F934AA77-2]

(ER# 223968769)


Job_TransformGIM no longer fails while processing resource sessions that were created in certain scenarios in which a T-Server switchover occurred while an agent was logged on. If throttling was in effect while this data was being transformed, the job could fail, causing an error message such as the following to be logged:

2009-03-25 10:07:22,705 WARN Thread-51163 55-20049 "Job step TransformAgentActivity failed with error java.lang.NullPointerException at java.util.TreeMap.compare(TreeMap.java:1093)

(ER# 222773926)


Job_TransformGIM no longer fails while processing ACW state information in cases where the Interaction Concentrator application is configured with the gls-enable-acw-busy and the gls-acw-first options both set to (0) (zero) and the agent transitions into the ACW state several times after initiating or receiving a call while in the Not Ready state. Previously, the job would fail, causing an error message such as the following to be logged:

2009-03-14 13:05:31,152 WARN Thread-97351 55-23000 "database error. Exception: ' (entityName=StgIconAcwInfo, writeType=1, cnt=1515): org.hibernate.NonUniqueObjectException: a different object with the same identifier value was already associated with the session: [StgIconAcwInfo#00HAPLGVOKCJL85N19MVL15AES16I23U-1]

(ER# 221565654)


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Release Number 7.6.004.10 [04/28/09] – Hot Fix

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

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

New in This Release

This is a hot fix for this product. Refer to the Deployment Procedure for this hot fix to deploy the installation package within your environment. This release contains no new features or functionality.

Note: This release of Genesys Info Mart was tested with Genesys Info Mart Administration Console 7.6.000.07. Refer to the Genesys Info Mart Administration Console 7.6 Release Note for known issues and recommendations for this component.

Corrections and Modifications

This release includes the following corrections and modifications:


Job_MaintainGIM no longer marks or purges rows that have a start time meeting the configured purging criteria, but an end time that does not. The previous behavior could cause facts that started a long time ago, but ended recently, to be erroneously purged. (ER# 224163439)


Job_MigrateGIM no longer fails while performing non-critical migration in cases where there is Multimedia data in the RESOURCE_STATE_REASON_FACT table in the Info Mart database. Previously, in this scenario, erroneous data would be written to the DT_RES_STATE_REASON_FACT table or the job would fail altogether, causing an error message such as the following to be logged:

2009-03-26 19:52:27,084 WARN Thread-323 55-23001 "DAP 'dapj_infomart_ent' database error for table ''. Exception: 'com.microsoft.sqlserver.jdbc.SQLServerException: Cannot insert the value NULL into column 'MEDIA_TYPE_KEY', table 'Infomart_ent.dbo.DT_RES_STATE_REASON_FACT'; column does not allow nulls. INSERT fails.

(ER# 223456010)


The performance of Job_MaintainGIM has been improved by removing an unnecessary join condition in the SQL statement that marks or purges rows in the INTERACTION_SEGMENT_FACT table in the Info Mart database. (ER#s 223437396, 214632305)


Job_TransformGIM no longer fails when transforming active Do-Not-Disturb mode details when the Staging Area database is on DB2. Previously, the job would fail, causing an error message such as the following to be logged:

2009-04-03 08:49:38,840 WARN Thread-8772 55-23000 "database error. Exception: ' (entityName=StgActiveDtDndFact, writeType=1, cnt=1): org.hibernate.exception.ConstraintViolationException: Could not execute JDBC batch update

If you are installing this release of Genesys Info Mart over a prior 7.6 release, refer to the Deployment Procedure for the specific release you are installing for SQL statements that need to be run against the Staging Area database. (ER# 223311605)


In previous releases, running Job_MigrateGIM to migrate the Info Mart database from 7.5 to 7.6 may take a considerable amount of time migrating the INTERACTION_FACT and INTERACTION_SEGMENT_FACT tables. Changes have been made to improve performance. This includes the following:

  1. Running Job_MigrateGIM for the first time will migrate only the critical tables. All following runs will migrate the non-critical tables. Completing just the critical tables and not the non-critical tables on the initial run will allow for the other jobs to run.
  2. Tables INTERACTION_FACT and INTERACTION_SEGMENT_FACT are migrated with the non-critical tables where one can configure how much data is migrated.
  3. Default value for option data-migration-time-range-units in section gim-etl has changed from HOURS to DAYS

(ER# 222990059)


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Release Number 7.6.004.09 [04/09/09] – Hot Fix

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

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

New in This Release

This is a hot fix for this product. Refer to the Deployment Procedure for this hot fix to deploy the installation package within your environment. This release contains no new features or functionality.

Note: This release of Genesys Info Mart was tested with Genesys Info Mart Administration Console 7.6.000.07. Refer to the Genesys Info Mart Administration Console 7.6 Release Note for known issues and recommendations for this component.

Corrections and Modifications

This release includes the following correction:


Job_TransformGIM no longer fails when creating summarized resource state and reason facts when ICON or T-Server is restarted, or a T-Server switchover occurs, while agents are logged on. Previously, the job could fail in such scenarios, causing an error message such as the following to be logged:

2009-03-26 10:31:56,763 WARN  Thread-182182 55-23000 "database error.  Exception: ' (entityName=StgSmVoiceReasonInfo, writeType=1, cnt=9547): org.hibernate.NonUniqueObjectException: a different object with the same identifier value was already associated with the session: [StgSmVoiceReasonInfo#com.genesyslab.gim.etl.stage.db.SmVoiceReasonInfoId@b639a788]
            at org.hibernate.event.def.AbstractSaveEventListener.performSave(AbstractSaveEventListener.java:154)
            at org.hibernate.event.def.AbstractSaveEventListener.saveWithGeneratedId(AbstractSaveEventListener.java:114)
            at org.hibernate.event.def.DefaultSaveOrUpdateEventListener.saveWithGeneratedOrRequestedId(DefaultSaveOrUpdateEventListener.java:186)
            at org.hibernate.event.def.DefaultSaveEventListener.saveWithGeneratedOrRequestedId(DefaultSaveEventListener.java:33)
            at org.hibernate.event.def.DefaultSaveOrUpdateEventListener.entityIsTransient(DefaultSaveOrUpdateEventListener.java:175)
            at org.hibernate.event.def.DefaultSaveEventListener.performSaveOrUpdate(DefaultSaveEventListener.java:27)
            at org.hibernate.event.def.DefaultSaveOrUpdateEventListener.onSaveOrUpdate(DefaultSaveOrUpdateEventListener.java:70)
            at org.hibernate.impl.SessionImpl.fireSave(SessionImpl.java:530)
            at org.hibernate.impl.SessionImpl.save(SessionImpl.java:518)
            at com.genesyslab.gim.etl.util.TableWriter.run(TableWriter.java:176)

(ER# 222635309)


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Release Number 7.6.004.08 [04/02/09] – Hot Fix

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

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

New in This Release

This is a hot fix for this product. Refer to the Deployment Procedure for this hot fix to deploy the installation package within your environment. This release contains no new features or functionality.

Note: This release of Genesys Info Mart was tested with Genesys Info Mart Administration Console 7.6.000.07. Refer to the Genesys Info Mart Administration Console 7.6 Release Note for known issues and recommendations for this component.

Corrections and Modifications

This release also includes the following corrections and modifications:


Genesys Info Mart now correctly transforms interaction data in the following scenario:

  1. A resource in the contact center requests target information from a Virtual Routing Point.
  2. A routing strategy running on that Virtual Routing Point sets up the ISCC transaction to a remote T-Server on behalf of the requesting resource.
  3. The requesting resource is instructed to transfer the interaction to the remote T-Server External Routing Point.

Previously, Genesys Info Mart incorrectly discarded the interactions and logged a message of IR_CALL_FLOW_UNRECOGNIZED in the gim_etl.log file. (ER# 217838291)


Genesys Info Mart now transforms interaction data in contact center environments in which interactions are routed between PBX-based and SIP-based T-Servers multiple times, and where the SIP T-Server reuses the original callid when it receives the interaction back within 30 seconds. Previously, Genesys Info Mart discarded the interaction during transformation and logged a message of IR_CALL_FLOW_UNRECOGNIZED in the gim_etl.log file. (ER# 221216764)


Job_TransformGIM now reliably controls the threads that are executed under the job. Previously, Job_TransformGIM might prematurely conclude that threads had completed, and as a result:

(ER# 222207851)


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Release Number 7.6.004.07 [03/31/09] – General

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

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

New in This Release

There are no restrictions for this release. Refer to the Deployment Procedure for this release to deploy the installation package within your environment. This section describes new features that were introduced in this release of Genesys Info Mart.

Note: This release of Genesys Info Mart was tested with Genesys Info Mart Administration Console 7.6.000.07. Refer to the Genesys Info Mart Administration Console 7.6 Release Note for known issues and recommendations for this component.

Refer to the Genesys Info Mart 7.6 Deployment Guide for more information about how to deploy these new features.

Corrections and Modifications

This release includes the following corrections and modifications:


In this release, a constraint violation problem has been corrected involving Genesys Info Mart Server or Job_ExtractICON calling gsysIRMerge. Previously, if Genesys Info Mart Server or Job_ExtractICON encountered an error calling gsysIRMerge and retried the call, then regardless whether it was successful or not, a constraint violation occurred adding a row to the STG_ETL_HISTORY table to record the retry attempt. The following is an example of the message that was logged:

2009-02-02 12:02:51,275 WARN  Thread-34784 55-23001 "DAP 'DAP_Infomart_Staging' database error for table 'STG_ETL_HISTORY'.  Exception: 'org.hibernate.exception.ConstraintViolationException: Could not execute JDBC batch update
	at org.hibernate.exception.SQLStateConverter.convert(SQLStateConverter.java:71)
	at org.hibernate.exception.JDBCExceptionHelper.convert(JDBCExceptionHelper.java:43)
	at org.hibernate.jdbc.AbstractBatcher.executeBatch(AbstractBatcher.java:202)
	at org.hibernate.engine.ActionQueue.executeActions(ActionQueue.java:235)
	at org.hibernate.engine.ActionQueue.executeActions(ActionQueue.java:139)
	at org.hibernate.event.def.AbstractFlushingEventListener.performExecutions(AbstractFlushingEventListener.java:297)
	at org.hibernate.event.def.DefaultFlushEventListener.onFlush(DefaultFlushEventListener.java:27)
	at org.hibernate.impl.SessionImpl.flush(SessionImpl.java:985)
	at org.hibernate.impl.SessionImpl.managedFlush(SessionImpl.java:333)
	at org.hibernate.transaction.JDBCTransaction.commit(JDBCTransaction.java:106)
	at com.genesyslab.gim.etl.GimDBHelper.addRows(GimDBHelper.java:999)
	at com.genesyslab.gim.etl.icon.GimIRMerge.insertStgEtlHistory(GimIRMerge.java:227)
	at com.genesyslab.gim.etl.icon.GimIRMerge.access$100(GimIRMerge.java:63)
	at com.genesyslab.gim.etl.icon.GimIRMerge$IRMergeThread.callStoredProcedure(GimIRMerge.java:555)
	at com.genesyslab.gim.etl.icon.GimIRMerge$IRMergeThread.run(GimIRMerge.java:422)
Caused by: java.sql.BatchUpdateException: Violation of PRIMARY KEY constraint 'PK_STG_ETL_HISTORY'. Cannot insert duplicate key in object 'infomart.STG_ETL_HISTORY'.
	at com.microsoft.sqlserver.jdbc.SQLServerPreparedStatement.executeBatch(Unknown Source)
	at com.mchange.v2.c3p0.impl.NewProxyPreparedStatement.executeBatch(NewProxyPreparedStatement.java:1723)
	at org.hibernate.jdbc.BatchingBatcher.doExecuteBatch(BatchingBatcher.java:58)
	at org.hibernate.jdbc.AbstractBatcher.executeBatch(AbstractBatcher.java:195)
	... 12 more

This error message did not cause any failure in Genesys Info Mart. (ER# 211480041)


If the Genesys Info Mart Server is stopped after Job_TransformGIM completes, and Job_LoadRecent is configured to run with the ETL jobs, then upon restarting the Genesys Info Mart Server if the current time is now outside the ETL cycle time range, Job_LoadRecent will start immediately. Previously, when the Genesys Info Mart Server attempted to start Job_LoadRecent, a NullPointerException was generated and the Genesys Info Mart Server exited. (ER# 211365531)


A new configuration option, complex-voice-agent-env, enables the transformation of the last five minutes of voice agent activity data immediately after the data is extracted in a simple contact center environment. (A simple contact center is one where an agent logs in to only a single switch, DN, or queue at a time, and where reporting requirements do not include the factoring of Do-Not-Disturb mode into summarized resource states and resource state reasons.)

Previously, for contact centers that were operating fewer than 24 hours a day, even if the contact center environment was simple, the last five minutes' worth of agent activity for a given day was not recorded in the Info Mart *_FACT tables that were loaded for that business day, nor was it available for the Interactive Insights reports that use these tables. The transformation of this data was delayed to allow for accurate summarization of agent activity data in the case where an environment is complex, meaning that an agent may log on to more than switch, DN, or queue at a time, or when the customer wants Do-Not-Disturb modes to be factored into summarized resource states and state reasons. The delayed transformation of the last five minutes of agent activity data is still necessary in these complex environments; however, the complex-voice-agent-env configuration option provides a way for customers to specify their environment as being simple. (ER# 205809873)


Job_TransformGIM no longer fails when transforming agent activity data in certain scenarios where there are multiple zero-duration endpoint sessions for a given endpoint and queue, all starting at the same time. Previously, the job could fail, causing an error message such as the following to be logged:

2008-12-02 13:46:09,875 WARN  Thread-60534 55-20049 "Job step TransformAgentActivity failed  with error com.microsoft.sqlserver.jdbc.SQLServerException: Subquery returned more than 1 value. This is not permitted when the subquery follows =, !=, <, <= , >, >= or when the subquery is used as an expression.

(ER# 215769153)


When loading configuration relationship facts, Job_LoadRecent no longer fails with an error indicating that the UPDATE_AUDIT_KEY column cannot be set to NULL in R_CALLING_LIST_TO_CAMP_FACT, R_GROUP_TO_CAMPAIGN_FACT, R_PLACE_GROUP_FACT, R_RESOURCE_GROUP_FACT, or R_RESOURCE_SKILL_FACT tables. Previously, this error occurred if a configuration relationship was created and then terminated between two ETL cycles, and Job_LoadRecent was not run after the first ETL cycle. (ER# 219069995)


This release of Genesys Info Mart provides the ability to extract UserEvent-based key-value pair (KVP) data that is sent within a configurable timeout after the associated voice interaction ends. This feature requires Interaction Concentrator 7.6.100.14 or higher. Previously, Genesys Info Mart did not extract UserEvent-based KVP data.

To support this new feature, changes to the Staging Area database and the Voice Details Interaction Database (IDB) indexes are required. If you are installing this release over a prior 7.6 release, refer to the Deployment Procedure for the specific release you are installing for SQL commands to run against the indicated databases to make the required changes. (ER# 205973400)


For this release of Genesys Info Mart, a fix has been made to Job_MigrateGIM to update the TENANT_DATE_TIME_KEY column in the MEDIATION_SEGMENT_FACT table with the correct key value. Previously, when running the migrate_gim_done.sql migration script, you might encounter an error when attempting to change the TENANT_DATA_TIME_KEY column to accept non-null values in the MEDIATION_SEGMENT_FACT table.

The following is an example of the error message logged on Oracle:

ALTER TABLE MEDIATION_SEGMENT_FACT
*
ERROR at line 1:
ORA-02296: cannot enable (OWNER_IM2.) - null values found

(ER# 219843619)


The algorithm used by the ExtractThrottle function has been modified in this release of Genesys Info Mart to take into account that multiple ICONs, each with different ranges of sequence values, may be populating the same IDB table. In previous releases, when multiple ICONs populated the same IDB, the algorithm did not account for these differences, and this resulted in the uneven extraction of data from different ICONs.

Note: If you are installing this release of Genesys Info Mart over a prior 7.6 release, refer to the Deployment Procedure for the specific release you are installing for SQL statements that need to be run against the indicated database.

(ER# 183662866)


Previously In a multi-site high availability (HA) environment, Job_ExtractICON sometimes logged the following error message:

12:26:12.512 Std 23001 DAP 'gim_staging_jdbc_dap' database error for table 'STG_G_PARTY'.  Exception: com.microsoft.sqlserver.jdbc.SQLServerException: Subquery returned more than 1 value. This is not permitted when the subquery follows =, !=, <, <= , >, >= or when the subquery is used as an expression.

This error occurred when one of the ICONs in an HA pair was restarted while a call was in progress. In this scenario, the call was populated in both HA IDBs, but with different interaction record (IR) ID values. Genesys Info Mart was then unable to de-duplicate the call because of the different IR IDs, resulting in the SQL error noted above. This release of Genesys Info Mart corrects this problem. (ER# 219125231)


This release of Genesys Info Mart corrects a problem that sometimes occurred after Job_ExtractICON ran for many cycles over several days. Previously, the job incorrectly determined that already configured tenants had just been added to Configuration Database, causing Job_ExtractICON to re-extract all the configuration data from ICON.

In this release of Genesys Info Mart, if Job_ExtractICON detects any inconsistency between existing and new tenants, the job will now log an error message and fail immediately. The following is an example of the message logged:

10:25:01.552 WARN  Thread-17    55-24000 "'Job_ExtractICON' - job ID 'Job_ExtractICON@ICON_CFG@ICON868A@ICON_68A@PBR@@1235057097' has failed.  Exception: 'java.lang.Exception: Duplicate Tenants found:  current-List=[1, 105, 106]  new-List=[106]
   com.genesyslab.gim.etl.icon.GimIcon.processTenants(GimIcon.java:227)
   com.genesyslab.gim.etl.jobs.JobExtractICON.extractIConCfgTables(JobExtractICON.java:1786)
   com.genesyslab.gim.etl.jobs.JobExtractICON.start(JobExtractICON.java:671)
   com.genesyslab.gim.etl.manager.LaunchExtractJobs$LaunchExtract.runJob(LaunchExtractJobs.java:1104)
   com.genesyslab.gim.etl.manager.LaunchExtractJobs$LaunchExtract.run(LaunchExtractJobs.java:1036)'"

10:25:01.552 WARN  Thread-17    55-20044 "Job Job_ExtractICON(Role=ICON_CFG, DAP=Madridr_ICON_a_PBR_MSSQL) completed unsuccessfully"

(ER# 219429039)


Genesys Info Mart now attempts to switch over to the backup Configuration Server if the primary Configuration Server is not available. Previously, when Genesys Info Mart Server lost connection to the Configuration Server, it attempted to reconnect to the primary Configuration Server only. (ER# 219971480)


Genesys Info Mart now properly updates after-call-work (ACW) information during LoadRecent jobs after migrating from release 7.5 to 7.6. Previously, Genesys Info Mart sometimes failed with a NullPointerException similar to the following:

2009-02-04T09:32:05.112 Std 20049 Job step GR_INT failed with error java.lang.NullPointerException
	at com.genesyslab.gim.etl.jobs.JobLoad.processAcwInteractionData(JobLoad.java:3934)
	at com.genesyslab.gim.etl.jobs.JobLoad.updateAcw(JobLoad.java:4365)
	at com.genesyslab.gim.etl.jobs.JobLoadRecent.start(JobLoadRecent.java:466)
	at com.genesyslab.gim.etl.manager.LaunchJob.runJob(LaunchJob.java:261)
	at com.genesyslab.gim.etl.manager.LaunchJob.run(LaunchJob.java:195)

2009-02-04T09:32:05.112 Dbg 35001 WorkFlow Status - updating job:step:source 'Job_LoadRecent:LOAD:GR_INT' to 'FAILED' for data-source 'DEFAULT@STG'.
2009-02-04T09:32:05.128 Std 20044 Job Job_LoadRecent completed unsuccessfully

(ER# 219404438)


In previous releases, if all the rows extracted from the G_AGENT_STATE_RC and G_AGENT_STATE_HISTORY tables were not populated with event sequence values (in column GSYS_EXT_VCH2) by Interaction Concentrator, Genesys Info Mart correctly discarded these rows but did not register their high-water marks. As a result, ICON did not always populate event sequences after a restart for those active agent sessions, resulting in Genesys Info Mart re-extracting the same rows (and discarding them again). This release of Genesys Info Mart corrects this problem. (ER# 219394331)


In this release of Genesys Info Mart, the time limit for updating RES_PREVIOUS_SM_STATE_KEY rows in the INTERACTION_RESOURCE_FACT table (Info Mart database) has been increased from the last 5 days to the last 10 days. This change enables Genesys Info Mart to correctly calculate aggregates, ensuring complete call data in the aggregate tables and Interactive Insights reports. (ER# 219223243)


Job_LoadRecent no longer discards after-call-work information in cases where an agent enters an ACW state after releasing a call, and at least five ETL cycles run while the agent remains in this state. Previously, this scenario would result in information about long-lasting ACW states not being updated in the interaction-related tables in the Info Mart database. (ER# 218694715)


Genesys Info Mart now correctly represents the TECHNICAL_DESCRIPTOR_KEY column of the INTERACTION_RESOURCE_FACT table in call scenarios where a single contact center resource participates in an interaction multiple times through transfers and/or conferences. Previously, Genesys Info Mart incorrectly created an INTERACTION_RESOURCE_FACT row with a resource role of RECEIVED_CONSULT for the second participation even though the resource received the interaction through a transfer or conference. (ER# 218614564)


Genesys Info Mart now correctly transforms call flows in scenarios where contact center resources are performing transfers and conferences by using the handset or the TMakeCall API to consult another resource in the contact center prior to completing the transfer or conference. Previously, Genesys Info Mart would discard this call flow to the STG_ICON_DATA_DISCARDS table and not move the data into the Info Mart database. (ER# 221046439)


Previously, Job_ExtractICON sometimes encountered a failure extracting multimedia data from tables in the IDB while ICON was updating the same tables. The following is an example of an error message generated in this scenario:

2008-11-05 06:04:15,441 WARN  Thread-6967  55-24001 "'Job_ExtractICON' - error extracting rows from 'ICON_MM' table 'G_PARTY' in DAP 'GIM_ICON_MM_DAP'.  Exception: 'could not advance using next()
org.hibernate.exception.LockAcquisitionException: could not advance using next()
	at org.hibernate.exception.SQLStateConverter.convert(SQLStateConverter.java:82)
	at org.hibernate.exception.JDBCExceptionHelper.convert(JDBCExceptionHelper.java:43)
	at org.hibernate.exception.JDBCExceptionHelper.convert(JDBCExceptionHelper.java:29)
	at org.hibernate.impl.ScrollableResultsImpl.next(ScrollableResultsImpl.java:104)
	at com.genesyslab.gim.etl.util.TableReader.run(TableReader.java:232)
Caused by: com.microsoft.sqlserver.jdbc.SQLServerException: Transaction (Process ID 71) was deadlocked on lock resources with another process and has been chosen as the deadlock victim. Rerun the transaction.
	at com.microsoft.sqlserver.jdbc.SQLServerException.makeFromDatabaseError(Unknown Source)
	at com.microsoft.sqlserver.jdbc.IOBuffer.processPackets(Unknown Source)
	

This release of Genesys Info Mart corrects this problem. (ER# 213447068)


Previously, if high availability and a multi-site merge (Staging DAP has role STAGING and MERGING) were configured for voice, the extraction of rows from G_VIRTUAL_QUEUE sometimes resulted in a database constraint violation when inserting the rows into the Staging database. The following example shows a message that was logged when this error occurred:

2009-03-05 20:53:52,614 WARN  Thread-13638 55-23000 "database error.  Exception: ' (entityName=StgGVirtualQueue, writeType=1, cnt=4): org.hibernate.exception.ConstraintViolationException: Could not execute JDBC batch update
	at org.hibernate.exception.SQLStateConverter.convert(SQLStateConverter.java:71)
	at org.hibernate.exception.JDBCExceptionHelper.convert(JDBCExceptionHelper.java:43)
	at org.hibernate.jdbc.AbstractBatcher.executeBatch(AbstractBatcher.java:202)
	at org.hibernate.engine.ActionQueue.executeActions(ActionQueue.java:235)
	at org.hibernate.engine.ActionQueue.executeActions(ActionQueue.java:139)
	at org.hibernate.event.def.AbstractFlushingEventListener.performExecutions(AbstractFlushingEventListener.java:297)
	at org.hibernate.event.def.DefaultFlushEventListener.onFlush(DefaultFlushEventListener.java:27)
	at org.hibernate.impl.SessionImpl.flush(SessionImpl.java:985)
	at com.genesyslab.gim.etl.util.TableWriter.run(TableWriter.java:163)

This release of Genesys Info Mart corrects this problem. (ER# 220916231)


In a multi-IDB merge environment where Genesys Info Mart is configured to process voice and multimedia (e-mail, chat, or open media) interactions, the transformation job no longer ignores newly extracted multimedia data.

When processing multimedia data, the transformation job, under certain conditions, adds a row to the STG_G_PARTY_HISTORY table to indicate that transformation of certain data has been completed. In previous releases, the row was not deleted in a multi-IDB merge environment, preventing the transformation job from processing newly extracted multimedia data. This release ensures that the transformation job adds the row in such a way that it is deleted at the proper time in a multi-IDB merge environment.

If you are installing this release over a prior 7.6 release, refer to the Deployment Procedure for the specific release you are installing for SQL statements that need to be run against the Staging Area database. (ER# 218560659, 218834630)


Changes to the Staging Area database schema now prevent Job_TransformGIM from failing when it attempts to insert rows in the STG_ICON_CALL_INFO table. Previously in this scenario, Job_TransformGIM failed and generated an error similar to the following:

ORA-01438: value larger than specified precision allowed for this column

To correct this problem, changes to the Staging Area database schema are required. If you are installing this release over a prior 7.6 release, refer to the Deployment Procedure for the specific release you are installing for SQL statements that need to be run against the Staging Area database. (ER# 218900695)


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Release Number 7.6.003.08 [03/12/09] – Hot Fix

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

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

New in This Release

This is a hot fix for this product. Refer to the Deployment Procedure for this hot fix to deploy the installation package within your environment. This release contains no new features or functionality.

Note: This release of Genesys Info Mart was tested with Genesys Info Mart Administration Console 7.6.000.07. Refer to the Genesys Info Mart Administration Console 7.6 Release Note for known issues and recommendations for this component.

Corrections and Modifications

This release includes the following corrections and modifications:


For call scenarios where a resource receives a consultation call, transfers the consulting call to a resource external to the call center, then enters the After Call Work state (ACW) that ends after the original consultation call is transferred, this release of Genesys Info Mart now correctly represents an agent or IVR port logged in as an agent. Previous releases would create an invalid INTERACTION_SEGMENT_FACT row that incorrectly represented this resource as receiving a transfer when only consultation had occurred. (ER# 220587732)


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Release Number 7.6.003.07 [03/10/09] – Hot Fix

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

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

New in This Release

This is a hot fix for this product. Refer to the Deployment Procedure for this hot fix to deploy the installation package within your environment. This release contains no new features or functionality.

Note: This release of Genesys Info Mart was tested with Genesys Info Mart Administration Console 7.6.000.07. Refer to the Genesys Info Mart Administration Console 7.6 Release Note for known issues and recommendations for this component.

Corrections and Modifications

This release includes the following corrections and modifications:


In this release, Job_ExtractICON no longer fails when extracting updates to a large number of relational configuration objects that have no new relationships added. Previously, the extraction of more than 1,024 of such objects resulted in a job failure with an error message, similar to the following:

2009-02-03 15:04:08,147 WARN  Thread-1054  55-24001 "'Job_ExtractICON' - error extracting rows from 'ICON_CFG' table 'GCX_SKILL_LEVEL' in DAP 'JDAP_APPS76ICONCFGB'.  Exception: 'java.lang.NullPointerException
java.lang.NullPointerException
	at java.util.ArrayList.addAll(ArrayList.java:473)
	at com.genesyslab.gim.etl.stage.GimStgIconCfg$StgCfgFactCacheImpl.updateLatestFacts(GimStgIconCfg.java:4138)
	at com.genesyslab.gim.etl.stage.GimStgIconCfg.createStagingList_ConfigFact(GimStgIconCfg.java:914)
	at com.genesyslab.gim.etl.stage.GimStgIconCfg.createStagingList(GimStgIconCfg.java:554)
	at com.genesyslab.gim.etl.jobs.JobExtract$ExtractTable.doExtractTable(JobExtract.java:594)
	at com.genesyslab.gim.etl.jobs.JobExtract$ExtractTable.run(JobExtract.java:277)

(ER# 219731717)


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Release Number 7.6.003.06 [02/12/09] – Hot Fix

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

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

New in This Release

This is a hot fix for this product. Refer to the Deployment Procedure for this hot fix to deploy the installation package within your environment. This release contains no new features or functionality.

Note: This release of Genesys Info Mart was tested with Genesys Info Mart Administration Console 7.6.000.07. Refer to the Genesys Info Mart Administration Console 7.6 Release Note for known issues and recommendations for this component.

Corrections and Modifications

This release includes the following corrections and modifications:


In this release, Job_ExtractICON now retries the extract SQL query on an ICON table if it encounters the specific exception org.hibernate.exception.LockAcquisitionException. This exception can occur when an ICON table is being updated at the same time as Job_ExtractICON is reading it. Previously, the extraction of an ICON table failed without any retries if this specific exception was encountered, and generated the following log message:


2009-02-02 13:10:53,536 WARN  Thread-36543 55-23000 "database error.  Exception: 'org.hibernate.exception.LockAcquisitionException: could not execute query using scroll
 at org.hibernate.exception.SQLStateConverter.convert(SQLStateConverter.java:82)
 at org.hibernate.exception.JDBCExceptionHelper.convert(JDBCExceptionHelper.java:43)
 at org.hibernate.loader.Loader.scroll(Loader.java:2253)
 at org.hibernate.loader.hql.QueryLoader.scroll(QueryLoader.java:433)
 at org.hibernate.hql.ast.QueryTranslatorImpl.scroll(QueryTranslatorImpl.java:328)
 at org.hibernate.engine.query.HQLQueryPlan.performScroll(HQLQueryPlan.java:195)
 at org.hibernate.impl.SessionImpl.scroll(SessionImpl.java:1170)
 at org.hibernate.impl.QueryImpl.scroll(QueryImpl.java:67)
 at com.genesyslab.gim.etl.util.TableReader.run(TableReader.java:236)
Caused by: com.microsoft.sqlserver.jdbc.SQLServerException: Transaction (Process ID 121) was deadlocked on lock resources with another process and has been chosen as the deadlock victim. Rerun the transaction.

Note: This message is still logged if all query attempts fail. (ER# 218821122)


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Release Number 7.6.003.05 [01/30/09] – General

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

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

New in This Release

There are no restrictions for this release. Refer to the Deployment Procedure for this release to deploy the installation package within your environment. This release contains the following new features and functionality.

Note: This release of Genesys Info Mart was tested with Genesys Info Mart Administration Console 7.6.000.07. Refer to the Genesys Info Mart Administration Console 7.6 Release Note for known issues and recommendations for this component.

Corrections and Modifications

This release includes the following corrections and modifications:


This version of Genesys Info Mart has been modified so that the Genesys Info Mart Server retries continuously until rows are read from the STG_WORKFLOW_STATUS table. In the previous version of Genesys Info Mart, the Genesys Info Mart Server could exit immediately if no rows were read from the STG_WORKFLOW_STATUS table. The following message was logged in this situation:

2009-01-14 15:34:45,911 WARN  Thread-16    55-21317 "GIM Server - job launcher has encountered an error.  Exception: 'java.lang.NullPointerException
	at com.genesyslab.gim.etl.manager.JobLauncher.run(JobLauncher.java:824)
	at java.lang.Thread.run(Thread.java:595)"

The following message will now be logged by the Genesys Info Mart Server when no rows are read:

2009-01-22 16:46:25,815 WARN  main         55-20052 "Error connecting to DAP 'madridr_dap_gim_staging'.  Exception: 'java.lang.Exception: No rows returned from STG_WORKFLOW_STATUS
   com.genesyslab.gim.etl.manager.GimSystemStatus.refreshFromDb(GimSystemStatus.java:967)
   com.genesyslab.gim.etl.manager.JobLauncher.run(JobLauncher.java:674)"

(ER# 217532736)


This version of Genesys Info Mart correctly updates the CONTACT_ATTEMPT_FACT table data with interaction information in situations where outbound contact attempts are processed by Job_TransformGIM in one ETL cycle, and the matching interaction data is processed in a later ETL cycle. Previous versions would not update the related interaction data in the CONTACT_ATTEMPT_FACT table correctly, causing these metrics to be missing from the database. (ER# 218091943)


Genesys Info Mart no longer discards interaction data for the following multi-switch call scenarios:

Previously, Genesys Info Mart did not recognize the call scenarios correctly and might have discarded the interaction data. (ER# 213180003)


In previous releases of Genesys Info Mart, interaction data could sometimes be discarded if the Switch object's Annex tab was configured by setting the value of the network-switch option to FALSE in the gim-etl section of a premise-based switch. Although the setting was correct, the ETL misinterpreted this setting and treated a premise-based switch as a network-based switch. This caused interactions to be discarded as CALL_FLOW_UNRECOGNIZED. This release properly interprets the FALSE setting for the network-switch option and transforms interactions from the premise switch correctly. (ER# 206645367, 206763612)


Genesys Info Mart now correctly assigns user data dimension values to INTERACTION_SEGMENT_FACT rows in the following scenario:

  1. Data is initially attached to a call, but not explicitly set by a party (for example—inherited by a consultation call).
  2. The data is later changed by a party explicitly attaching a new value for this same key.

Previously, under certain timing conditions, instead of propagating the party-attached user data value forward to subsequent interaction segments, Genesys Info Mart assigned the value that was originally inherited by the call. This issue most frequently occurred in cases where a consultation call was created, and multiple parties added, all during the same second. (ER# 210867030, 213202078)


Genesys Info Mart now effectively populates User Data and Interaction Descriptor values for all interactions in the Interaction Segment Fact table. Previous releases of Genesys Info Mart sometimes missed essential User Data updates for the last extracted interaction and incorrect values were put into the Interaction Segment Fact table for some segments of this interaction. (ER# 197655421, 207914021)


Genesys Info Mart now correctly associates attached user data values set by Universal Routing Server (URS) in the following call scenario:

  1. A routing point receives a two-step transferred call.
  2. The attached user data was set by the routing process prior to the transfer occurring.
This scenario caused the ETL to miss the user data set by URS. Previously, Genesys Info Mart created an INTERACTION_SEGMENT_FACT to represent the routing point receiving the transfer without the user data set by URS. This issue has been resolved. (ER# 212889944, 213690371)


In this release of Genesys Info Mart, an empty string or a word space(s) specified as a value for the extract-data-after-date configuration option in the gim-etl section does not cause Job_ExtractICON to generate an exception. Instead, Genesys Info Mart now accepts such a value for the option as meaning that no date is specified. In previous releases, Job_ExtractICON generated an exception in a configuration with a blank value for the extract-data-after-date option; however, the exception did not cause the job to fail. (ER# 211837891)


This release correctly calculates the dial duration in outbound call scenarios. This is done by interrogating the target external party row in the related G_PARTY table for the data that represents the external dialed party. Previous releases of Genesys Info Mart did not calculate dial durations correctly in all outbound call scenarios, which resulted in the VOICE_SEG_FACT_EXT table containing data with a DIAL_COUNT of 1 but with a DIAL_DURATION of 0 when dial duration actually occurred. (ER# 215398684)


This release of Genesys Info Mart correctly sets the TECHNICAL_DESCRIPTOR_KEY value in the INTERACTION_SEGMENT_FACT table in a multi-site transfer call scenario where the transferred party abandons the interaction while being on hold. In this release, the TECHNICAL_DESCRIPTOR_KEY is set to the resource_role/technical_result combination of RECEIVED_TRANSFER/CUSTOMER_ABANDONED/FROM_HOLD. Previous releases of Genesys Info Mart incorrectly set the RECEIVED_TRANSFER/COMPLETED value when encountering this call scenario during transformation. (ER# 214526538)


This release corrects an issue that prevented Genesys Info Mart Server from using previously saved configuration data in a situation when it is unable to read its configuration data from Configuration Server. This can occur when Genesys Info Mart Server loses connection to Configuration Server and is experiencing difficulties reconnecting. In this situation, previous releases of Genesys Info Mart Server generated log event 55-20000 and did not schedule any jobs:

2008-12-09 05:01:01,860 WARN  Thread-27    55-20000 "setMultiTenant - Error retrieving configuration object CFGTenant"

(ER# 215914773)


Genesys Info Mart now correctly ensures that the same two jobs started in succession will never have the same job ID. In previous releases, two jobs of the same type (extract, transform, loadrecent, and so forth) that started one after another could have the same job ID. (ER# 197163426, 213830169)


Previous releases of Genesys Info Mart reported an incorrect customer_handle_count and customer_handle_duration value of 0 in the INTERACTION_SEGMENT_FACT table for call scenarios in which a customer abandoned the interaction while being on hold. This release correctly populates these fields for this call scenario. (ER# 202464814, 215155087)


Genesys Info Mart now correctly removes interactions from the Merge Staging Area that have been merged, but are missing the other leg of the call because the calls were to unmonitored switches. In previous releases, Genesys Info Mart did not remove the rows in G_IR, G_CALL, and G_IS_LINK tables associated with these interactions. (ER# 208687166, 213788043)


The option run-scheduler in the schedule section no longer affects whether Genesys Info Mart Server schedules the running of the stored procedure gsysIRMerge periodically for each Database Access Point (DAP) connected to Genesys Info Mart with role of ICON_CORE. In addition, the option ir-merge-interval in the gim-etl section can now be set to -1 to disable both the Genesys Info Mart Server and Job_ExtractICON (to extract voice data) from calling gsysIRMerge. To summarize the valid values for the ir-merge-interval option:

ir-merge-interval
Default Value: 5
Valid Values:

-1 Genesys Info Mart Server and Job_ExtractICON (to extract voice data) do not call gsysIRMerge. Use this value if you desire other means outside of Genesys Info Mart to invoke gsysIRMerge.
0 Only Job_ExtractICON calls gsysIRMerge.
>0 Only Genesys Info Mart Server calls gsysIRMerge.

Changes Take Effect: Immediately

(ER# 212799748, 213830228)


Genesys Info Mart does not attempt to update the FACT_KEY column when the STG_AGENT* table contains multiple non-terminated records with identical SKILLID and AGENTID, and the relationship was terminated in the Interaction Database. Previously, Genesys Info Mart could fail in this scenario with a PK_STG_AGENTSKILLLEVELS unique constraint violation error. (ER# 209370554, 213958131)


Genesys Info Mart now correctly populates a valid TECHNICAL_DESCRIPTOR_KEY value in the INTERACTION_SEGMENT_FACT table in the following scenarios:

Previously, Genesys Info Mart would log a warning message stating that an invalid technical descriptor combination was generated during transformation. (ER# 209372411, 213797681)


Previous releases of Genesys Info Mart did not set the TECHNICAL_DESCRIPTOR_KEY value in the VQ_SEGMENT_FACT table to the combination RECEIVED/DIVERTED/ABANDONEDWHILERINGING in all virtual queue rows within a single interaction in the following scenario:

  1. An agent performed multiple consultation calls through virtual queues.
  2. The consultation calls were abandoned by the agent while ringing at the target party.

Only the last consultation through a virtual queue would contain the RECEIVED/DIVERTED/ABANDONEDWHILERINGING combination. This release correctly sets this combination in all VQ_SEGMENT_FACT rows for the calls that are abandoned at the target while ringing. (ER# 214742631, 215307996)


Changes have been made in this release in order to improve performance of aggregation queries that generate the AG2_INB_V_I_IXN_AGENT_* and AG2_INB_V_I_SESS_STATE_* aggregate tables. The procedure described in the "Known Issues and Recommendations" section has been incorporated into the product; see ER# 212367208 for details. (ER# 212367208, 215026903, 215026952)


Genesys Info Mart no longer fails with a SQL Server deadlock error while extracting G_VIRTUAL_QUEUE data for the ICON_CORE role. This problem only occurred when using an Interaction Database (IDB) on Microsoft SQL Server and resulted in a log message similar to the following:

2008-11-12 17:31:31,275 WARN  Thread-4758  55-24001 "'Job_ExtractICON' - error extracting rows from 'ICON_CORE' table 'G_VIRTUAL_QUEUE' in DAP 'GIM_ICON_DAP'.  Exception: 'could not advance using next()
org.hibernate.exception.LockAcquisitionException: could not advance using next()
        at org.hibernate.exception.SQLStateConverter.convert(SQLStateConverter.java:82)
        at org.hibernate.exception.JDBCExceptionHelper.convert(JDBCExceptionHelper.java:43)
        at org.hibernate.exception.JDBCExceptionHelper.convert(JDBCExceptionHelper.java:29)
        at org.hibernate.impl.ScrollableResultsImpl.next(ScrollableResultsImpl.java:104)
        at com.genesyslab.gim.etl.util.TableReader.run(TableReader.java:232)
Caused by: com.microsoft.sqlserver.jdbc.SQLServerException: Transaction (Process ID 102) was deadlocked on lock resources with another process and has been chosen as the deadlock victim. Rerun the transaction.

This issue was originally corrected in the hot fix release 7.6.002.06 (ER# 214176341, 214176454)


Job_ExtractICON now correctly extracts and processes resource-to-group relationship data from all rows in the GCX_GROUP_AGENT and GCX_GROUP_ENDPOINT IDB tables. Previously, under several scenarios, the job skipped the rows with this data, which resulted in missing or incorrect information in the RESOURCE_GROUP_FACT table in the Info Mart database. (ER# 215872901)


This release of Genesys Info Mart no longer encounters a constraint violation while transforming voice interaction data in the scenario described below. In previous 7.6 releases (and certain 7.5 releases), TransformOCS could insert duplicate rows into the STG_ICON_CALL_INFO table, causing a constraint violation that resulted in a log message similar to the following:

2008-12-08 12:14:14,205 WARN  Thread-19078 55-23000 "database error.  Exception: ' (entityName=StgIconCallInfo_OCS, writeType=2, cnt=419): org.hibernate.exception.ConstraintViolationException: could not update: [StgIconCallInfo_OCS#6995059]
	at org.hibernate.exception.SQLStateConverter.convert(SQLStateConverter.java:71)
	at org.hibernate.exception.JDBCExceptionHelper.convert(JDBCExceptionHelper.java:43)
	at org.hibernate.persister.entity.AbstractEntityPersister.update(AbstractEntityPersister.java:2222)
	at org.hibernate.persister.entity.AbstractEntityPersister.updateOrInsert(AbstractEntityPersister.java:2118)
	at org.hibernate.persister.entity.AbstractEntityPersister.update(AbstractEntityPersister.java:2374)
	at org.hibernate.action.EntityUpdateAction.execute(EntityUpdateAction.java:91)
	at org.hibernate.engine.ActionQueue.execute(ActionQueue.java:248)
	at org.hibernate.engine.ActionQueue.executeActions(ActionQueue.java:232)
	at org.hibernate.engine.ActionQueue.executeActions(ActionQueue.java:140)
	at org.hibernate.event.def.AbstractFlushingEventListener.performExecutions(AbstractFlushingEventListener.java:297)
	at org.hibernate.event.def.DefaultFlushEventListener.onFlush(DefaultFlushEventListener.java:27)
	at org.hibernate.impl.SessionImpl.flush(SessionImpl.java:985)
	at com.genesyslab.gim.etl.util.TableWriter.run(TableWriter.java:163)
Caused by: java.sql.BatchUpdateException: ORA-00001: unique constraint (REPORT.PK_STG_ICON_CALL_INFO) violated

	at oracle.jdbc.driver.DatabaseError.throwBatchUpdateException(DatabaseError.java:343)
	at oracle.jdbc.driver.OraclePreparedStatement.executeBatch(OraclePreparedStatement.java:10720)
	at com.mchange.v2.c3p0.impl.NewProxyPreparedStatement.executeBatch(NewProxyPreparedStatement.java:1723)
	at org.hibernate.jdbc.BatchingBatcher.doExecuteBatch(BatchingBatcher.java:58)
	at org.hibernate.jdbc.BatchingBatcher.addToBatch(BatchingBatcher.java:34)
	at org.hibernate.persister.entity.AbstractEntityPersister.update(AbstractEntityPersister.java:2204)
	... 10 more

TransformOCS inserts rows into STG_ICON_CALL_INFO when Contact Attempt information is being transformed before the voice interaction data corresponding to those contact attempts has been made available. In this situation, STG_ICON_CALL_INFO is used as a way to link the Call to the Contact Attempt so that voice interaction data (such as INTERACTION_ID, TALK_DURATION, and HOLD_DURATION) can be included in the CONTACT_ATTEMPT_FACT when it arrives. During the transformation of the later-arriving voice interaction data, an attempt to update STG_ICON_CALL_INFO that corresponds to a Contact Attempt could result in a constraint violation if there is more than one row in STG_ICON_CALL_INFO for that Contact Attempt. When this constraint violation was encountered with previous releases, the linkage between the Call and the Contact Attempt was not made, so the voice interaction–related data was not included in the CONTACT_ATTEMPT_FACT.

The problem that caused TransformOCS to insert duplicate rows into the STG_ICON_CALL_INFO table has now been corrected. (ER# 215769209, 216461264)


A change has been made in the Staging Area database installation scripts in order to improve the performance of the ETL jobs when handling Outbound Contact Server (OCS) data. If you are installing this release of Genesys Info Mart over a prior 7.6 release, refer to the Deployment Procedure for the specific release you are installing for SQL statements that need to be run against the Staging Area database. (ER# 216377064, 216377068)


In previous releases of Genesys Info Mart, in some circumstances, unnecessary rows were added to STG_ICON_CALL_INFO that negatively impacted the performance of OCS data processing part of Job_TransformGIM. Unnecessary rows are no longer added to this table.

Another change was made in the Staging Area database installation scripts in order to improve the performance of Job_TransformGIM when handling OCS data. If you are installing this release of Genesys Info Mart over a prior 7.6 release, refer to the Deployment Procedure for the specific release you are installing for SQL statements that need to be run against the Staging Area database. (ER# 211374245, 212799606)


Genesys Info Mart now properly updates after-call-work (ACW) information during LoadRecent jobs. Previously, Genesys Info Mart sometimes failed with a NullPointerException at the com.genesyslab.gim.etl.jobs.JobLoad.updateAcwRowStatus exception during ACW updates, if the environment in which Info Mart was running experienced a significant load. (ER# 202095223, 207395628)


Genesys Info Mart now correctly processes an object with DELETED_TS equal to 0 during the extraction of configuration data, as follows:

Note: Genesys Info Mart does not extract bad data into the Info Mart database, but it does not correct the data in the IDB. You should correct invalid data in the IDB on your own, and then restart the extract job.

(ER# 181641285, 181034311, 215303091)


In this release of Genesys Info Mart, Job_ExtractICON no longer fails when it extracts more than 1,024 rows from the GCX_CAMPINFO_LIST IDB table. In this situation, previous releases of Genesys Info Mart Server failed the job with an error message (log event 55-24001) similar to the following:

2008-12-12 09:46:41,303 WARN  Thread-61204 55-24001 "'Job_ExtractICON' - error extracting rows from 'ICON_CFG' table 'GCX_CAMPLIST_INFO' in DAP 'DAP_Infomart76_Icon1CFG'.  Exception: 'ordinal parameter mismatch
org.hibernate.HibernateException: ordinal parameter mismatch
	at org.hibernate.engine.query.HQLQueryPlan.buildParameterMetadata(HQLQueryPlan.java:225)
	at org.hibernate.engine.query.HQLQueryPlan.<init>(HQLQueryPlan.java:95)
	at org.hibernate.engine.query.HQLQueryPlan.<init>(HQLQueryPlan.java:54)
	at org.hibernate.engine.query.QueryPlanCache.getHQLQueryPlan(QueryPlanCache.java:71)
	at org.hibernate.impl.AbstractSessionImpl.getHQLQueryPlan(AbstractSessionImpl.java:133)
	at org.hibernate.impl.AbstractSessionImpl.createQuery(AbstractSessionImpl.java:112)
	at org.hibernate.impl.SessionImpl.createQuery(SessionImpl.java:1583)
	at com.genesyslab.gim.etl.stage.db.StgCallinglistsincampaign.getContainerHql(StgCallinglistsincampaign.java:262)
	at com.genesyslab.gim.etl.stage.GimStgIconCfg$StgCfgFactReaderStream.restart(GimStgIconCfg.java:3780)
	at com.genesyslab.gim.etl.stage.GimStgIconCfg$StgCfgFactPullingQueue.restart(GimStgIconCfg.java:3881)
	at com.genesyslab.gim.etl.stage.GimStgIconCfg$StgCfgFactPullingQueue.pullTo(GimStgIconCfg.java:3918)
	at com.genesyslab.gim.etl.stage.GimStgIconCfg$StgCfgFactCacheImpl.getStgCfgFactsWithSameDbids(GimStgIconCfg.java:3987)
	at com.genesyslab.gim.etl.stage.GimStgIconCfg.getStgFactAction(GimStgIconCfg.java:3129)
	at com.genesyslab.gim.etl.stage.GimStgIconCfg.createStagingList_ConfigFact(GimStgIconCfg.java:776)
	at com.genesyslab.gim.etl.stage.GimStgIconCfg.createStagingList(GimStgIconCfg.java:534)
	at com.genesyslab.gim.etl.jobs.JobExtract$ExtractTable.doExtractTable(JobExtract.java:595)
	at com.genesyslab.gim.etl.jobs.JobExtract$ExtractTable.run(JobExtract.java:277)
'"

(ER# 217367611)


In this release of Genesys Info Mart, Job_TransformGIM no longer discards OCS data that is associated with a time zone for which start and/or stop times for Daylight Savings Time (DST) are not configured in Configuration Database. In previous releases, the job discarded such OCS data and generated an error message similar to the following:

07:36:16.729 Trc 34204 Job method Job_TransformGIM@infomart@GenInfomartStaging@MONA@@1231855603:Job_TransformOCS:doContactAttemptFact ignoring source row with bad data during transformation: unexpected exception processing data for this attempt (481935) : java.lang.NumberFormatException: For input string: ""
      at java.lang.NumberFormatException.forInputString(NumberFormatException.java:48)
      at java.lang.Long.parseLong(Long.java:424)
      at java.lang.Long.parseLong(Long.java:461)
      at com.genesyslab.gim.etl.GimHelper.getTimeInTimeZone(GimHelper.java:1304)
      at com.genesyslab.gim.etl.jobs.TransformLookup.calculateAttemptCompliance(TransformLookup.java:2978)
      at com.genesyslab.gim.etl.jobs.TransformOCS.doContactAttemptFact(TransformOCS.java:4053)
      at com.genesyslab.gim.etl.jobs.TransformOCS.doAttemptProcessing(TransformOCS.java:2065)
      at com.genesyslab.gim.etl.jobs.TransformOCS.doTransformOCS(TransformOCS.java:351)
      at com.genesyslab.gim.etl.jobs.TransformOCS.start(TransformOCS.java:287)
      at com.genesyslab.gim.etl.jobs.JobTransformGim$RunStep.doRunStep(JobTransformGim.java:237)
      at com.genesyslab.gim.etl.jobs.JobTransformGim$RunStep.run(JobTransformGim.java:147)
'"

(ER# 217455249)


Genesys Info Mart now correctly calculates metrics recorded in INTERACTION_SEGMENT_FACT and VOICE_SEG_FACT_EXT tables that represent the conference call initiator participating in conference calls. Previously, Genesys Info Mart sometimes recorded negative values for duration in these metrics when the same agent participated in multiple conference calls within the same interaction. (ER# 215734075, 217592449)


In previous releases, Genesys Info Mart sometimes recorded negative values in the TALK_DURATION column of the VOICE_SEG_FACT_EXT table and in the HANDLE_DURATION, CUSTOMER_HANDLE_DURATION, and TOTAL_DURATION columns of the matching INTERACTION_SEGMENT_FACT row, when the following call flow was encountered in a contact center:

This release of Genesys Info Mart recognizes this call flow and correctly populates the duration fields in the INTERACTION_SEGMENT_FACT and VOICE_SEG_FACT_EXT tables. (ER# 214183695, 217476411,  219068512)


In this release of Genesys Info Mart, Job_TransformGIM no longer discards OCS contact attempt information in certain scenarios where throttling of source data extraction is occurring. Previously, rows were missing from the CONTACT_ATTEMPT_FACT table in the Info Mart database. (ER# 216875809, 217580320)


In this release, the Genesys Info Mart Server no longer fails to start if the gim_acdq_options.cfg file is missing from the home folder. Previously, if the user deleted gim_acdq_options.cfg, but kept the gim_etl_cfgs.cfg file, the Genesys Info Mart Server generated an error message (log event number 55-20003) similar to the following and exited at startup:

09:03:31.766 WARN  main         55-20003 "Exception: java.io.FileNotFoundException: c:\Program Files\GCTI\GIM_ETL\Madridrj_GIM76_Win\gim_acdq_options.cfg (The system cannot find the file specified)
	at java.io.FileInputStream.open(Native Method)
	at java.io.FileInputStream.<init>(FileInputStream.java:106)
	at java.io.FileInputStream.<init>(FileInputStream.java:66)
	at com.genesyslab.gim.etl.GimCfgReader.readConfig(GimCfgReader.java:491)
	at com.genesyslab.gim.etl.GimCfgReader.loadACDQs(GimCfgReader.java:760)
	at com.genesyslab.gim.etl.GimCfgReader.<init>(GimCfgReader.java:152)
	at com.genesyslab.gim.etl.GimConfig.processCfgData(GimConfig.java:1411)
	at com.genesyslab.gim.etl.manager.GIMServer.runGimConfig(GIMServer.java:823)
	at com.genesyslab.gim.etl.manager.GIMServer.genesysInit(GIMServer.java:621)
	at com.genesyslab.gim.etl.manager.GIMServer.initialize(GIMServer.java:766)
	at com.genesyslab.gim.etl.manager.GIMServer.main(GIMServer.java:1370)
"

(ER# 217367845)


Job_TransformGIM no longer freezes with a deadlock condition when transforming voice interactions on the STG_ICON_CALL_INFO table. Previously, Job_TransformGIM could produce a deadlock condition in this situation if the Staging Area database was running on Microsoft SQL Server and the data being transformed contained a mixture of Outbound Contact Server (OCS) calls and non-OCS calls. (ER# 217465521)


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Release Number 7.6.002.07 [12/18/08] – Hot Fix

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

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

New in This Release

This is a hot fix for this product. Refer to the Deployment Procedure for this hot fix to deploy the installation package within your environment. This release contains no new features or functionality.

Note: This release of Genesys Info Mart was tested with Genesys Info Mart Administration Console 7.6.000.07. Refer to the Genesys Info Mart Administration Console 7.6 Release Note for known issues and recommendations for this component.

Corrections and Modifications

This release includes the following corrections and modifications:


Genesys Info Mart now insures that a Multimedia Outbound Reply is completed before attempting to calculate the INITIAL_RESPONSE_DURATION. A problem occurred during transformation of Multimedia interactions.

When Genesys Info Mart was processing attached data indicating that an Outbound Reply Call had been completed, and that the reply had been sent, Job_TransformGIM used the call's Terminated time to determine the INITIAL_RESPONSE_DURATION in the INTERACTION_FACT table. In some cases, the attached data indicating the Outbound Reply had been sent was available before the data indicating the call's Terminated time. Genesys Info Mart was incorrectly acting as if the Terminated time was available, which caused the transformation to fail and resulted in a log message similar to the following:

2008-12-04 09:25:52,109 WARN  Thread-1049  55-20053 "Job method Job_TransformGIM:Multimedia:createIxnsAndSegs failed :
unexpected exception during transformation (00003a4HNG1A05RH): java.lang.NullPointerException
       at com.genesyslab.gim.etl.jobs.TransformMultimedia.updateFilledInteractionRow(TransformMultimedia.java:3724)
       at com.genesyslab.gim.etl.jobs.TransformMultimedia.createIxnsAndSegs(TransformMultimedia.java:2785)
       at com.genesyslab.gim.etl.jobs.TransformMultimedia.doTransformMM(TransformMultimedia.java:508)
       at com.genesyslab.gim.etl.jobs.TransformMultimedia.start(TransformMultimedia.java:298)
       at com.genesyslab.gim.etl.jobs.JobTransformGim$RunStep.doRunStep(JobTransformGim.java:218)
       at com.genesyslab.gim.etl.jobs.JobTransformGim$RunStep.run(JobTransformGim.java:147)

(ER# 215339196)


Job_LoadGIM no longer deletes rows from an intraday fact table unless the job successfully moved those rows to the historical fact table. Previously, Job_LoadGIM would erroneously delete some intraday fact table rows without moving them to the historical fact table. This resulted in a loss of fact data, and sometimes caused Job_LoadRecent to encounter an exception similar to the following when trying to update fact table rows with late-arriving information:

15:13:07.073 Std 24302 Job_LoadRecent - error reading from table 'STG_MMEDIA_IXN_FACT_EXT' with data-source
'dbo@staging@tns-fbu-2s-007' and updating table 'MMEDIA_IXN_FACT_EXT' with data-source 'dbo@informat@tns-fbu-2s-007'. Exception: org.hibernate.StaleStateException: Batch update returned unexpected row count from update: 0 actual row count: 0 expected: 1
    at org.hibernate.jdbc.BatchingBatcher.checkRowCount(BatchingBatcher.java:93)
    at org.hibernate.jdbc.BatchingBatcher.checkRowCounts(BatchingBatcher.java:79)
    at org.hibernate.jdbc.BatchingBatcher.doExecuteBatch(BatchingBatcher.java:58)
    at org.hibernate.jdbc.BatchingBatcher.addToBatch(BatchingBatcher.java:34)
    at org.hibernate.persister.entity.AbstractEntityPersister.update(AbstractEntityPersister.java:2204)
    at org.hibernate.persister.entity.AbstractEntityPersister.updateOrInsert(AbstractEntityPersister.java:2118)
    at org.hibernate.persister.entity.AbstractEntityPersister.update(AbstractEntityPersister.java:2374)
    at org.hibernate.action.EntityUpdateAction.execute(EntityUpdateAction.java:91)
    at org.hibernate.engine.ActionQueue.execute(ActionQueue.java:248)
    at org.hibernate.engine.ActionQueue.executeActions(ActionQueue.java:232)
    at org.hibernate.engine.ActionQueue.executeActions(ActionQueue.java:140)
    at org.hibernate.event.def.AbstractFlushingEventListener.performExecutions(AbstractFlushingEventListener.java:297)
    at org.hibernate.event.def.DefaultFlushEventListener.onFlush(DefaultFlushEventListener.java:27)
    at org.hibernate.impl.SessionImpl.flush(SessionImpl.java:985)
    at com.genesyslab.gim.etl.util.TableWriter.run(TableWriter.java:184)

(ER# 215597733)


Genesys Info Mart now correctly handles Multimedia interactions which are descendants of an Inbound Customer Reply and which are processed in a different ETL cycle than the Inbound Customer Reply.

Genesys Info Mart begins a new INTERACTION_FACT record to represent an Inbound Customer Reply. While an Inbound Customer Reply is linked with the original inbound interaction by MEDIA_SERVER_ROOT_IXN_GUID, it is considered a new INTERACTION_FACT, since it is a new interaction from the customer.

Descendant Media Server interactions of the Inbound Customer Reply, for example—an Outbound Reply back to the customer, or an Outbound Collaboration Invite, should be represented in segments of the INTERACTION_FACT for the Inbound Customer Reply.

When the descendant Media Server interactions were processed in a separate ETL cycle from the Inbound Customer Reply, Genesys Info Mart was incorrectly trying to associate the descendant Media Server interactions with the original inbound interaction instead of with the Inbound Customer Reply. Since the original inbound interaction was often terminated long before the Inbound Customer Reply even started, that association was often unsuccessful, resulting in a loss of data. This resulted in log messages similar to the following:

2008-12-04 09:25:35,049 WARN  Thread-1052  55-23500 "Problems saving/restoring active staging data between transformations:
exception loading active info from previous transformation (IR 00003a4HNG1A10DR): java.lang.NullPointerException

2008-12-04 09:25:48,016 INFO  Thread-1049  55-34204 Job_TransformGIM:Multimedia:doIconCALLinfo ignoring source row with
bad data during transformation: Call  (00003a4HNG1A28DH)  belongs to an unknown IR.

Genesys Info Mart now correctly associates the Multimedia interactions which are descendants of an Inbound Customer Reply with the INTERACTION_FACT for the Inbound Customer Reply, even when processed during different ETL cycles. (ER# 215597813)


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Release Number 7.6.002.06 [11/17/08] – Hot Fix

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

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

New in This Release

This is a hot fix for this product. Refer to the Deployment Procedure for this hot fix to deploy the installation package within your environment. This release contains no new features or functionality.

Note: This release of Genesys Info Mart was tested with Genesys Info Mart Administration Console 7.6.000.07. Refer to the Genesys Info Mart Administration Console 7.6 Release Note for known issues and recommendations for this component.

Corrections and Modifications

This release includes the following corrections and modifications:


Genesys Info Mart no longer fails with a SQL Server deadlock error while extracting G_VIRTUAL_QUEUE data for the ICON_CORE role. This problem only occurred when using an Interaction Database (IDB) on Microsoft SQL Server and resulted in a log message similar to the following:

2008-11-12 17:31:31,275 WARN  Thread-4758  55-24001 "'Job_ExtractICON' - error extracting rows from 'ICON_CORE' table 'G_VIRTUAL_QUEUE' in DAP 'GIM_ICON_DAP'.  Exception: 'could not advance using next()
org.hibernate.exception.LockAcquisitionException: could not advance using next()
        at org.hibernate.exception.SQLStateConverter.convert(SQLStateConverter.java:82)
        at org.hibernate.exception.JDBCExceptionHelper.convert(JDBCExceptionHelper.java:43)
        at org.hibernate.exception.JDBCExceptionHelper.convert(JDBCExceptionHelper.java:29)
        at org.hibernate.impl.ScrollableResultsImpl.next(ScrollableResultsImpl.java:104)
        at com.genesyslab.gim.etl.util.TableReader.run(TableReader.java:232)
Caused by: com.microsoft.sqlserver.jdbc.SQLServerException: Transaction (Process ID 102) was deadlocked on lock resources with another process and has been chosen as the deadlock victim. Rerun the transaction.

(ER# 214176341)


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Release Number 7.6.002.05 [11/06/08] – Hot Fix

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

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

New in This Release

This is a hot fix for this product. Refer to the Deployment Procedure for this hot fix to deploy the installation package within your environment. This release contains no new features or functionality.

Note: This release of Genesys Info Mart was tested with Genesys Info Mart Administration Console 7.6.000.07. Refer to the Genesys Info Mart Administration Console 7.6 Release Note for known issues and recommendations for this component.

Corrections and Modifications

This release includes the following corrections and modifications:


This release of Genesys Info Mart correctly recognizes complex call flows where multiple interswitch transfer or conference calls occur after the dialing Agent has transferred the interaction. Previously, Genesys Info Mart reported a negative duration in the TOTAL_DURATION column of the INTERACTION_SEGMENT_FACT table when the following complex call scenario was encountered: An Agent dials a call to a local routing point, which is routed across a switch to an IVR Port that then transfers the Agent to a party external to the call center. In order for the negative duration to be calculated by the transformation logic, a series of subsequent interswitch transfers needed to occur. (ER# 206607857)


This release of Genesys Info Mart correctly recognizes complex call flows where multiple interswitch transfer or conference calls occur after the dialing Agent has transferred the interaction. Previously, Genesys Info Mart reported incorrect values in the TALK_DURATION column of the VOICE_SEG_FACT_EXT table when the following complex call scenario was encountered: An Agent dials a call to a local routing point, which is routed across a switch to an IVR Port that then transfers the Agent to a party external to the call center. In order for the incorrect talk duration to be calculated by the transformation logic, a series of subsequent interswitch transfers needed to occur. (ER# 206607963)


This release of Genesys Info Mart reports dial time as the duration from when the interaction is originally created until the time that the target of the dialing answers the call. This corrects a problem in earlier releases. Previously, Genesys Info Mart could record an invalid dial duration in the VOICE_SEG_FACT_EXT table for the dialing Agent in an interaction. The problem was encountered if the dialing Agent was connected to the target of the dialing, and then the Agent transferred or conferenced the interaction with another call center resource. (ER# 208994621)


This release of Genesys Info Mart correctly recognizes a call flow where a call is dialed to a target external to the Genesys environment, and the target external party does not answer. Genesys Info Mart now sets the TALK and DIAL metrics correctly and causes the technical descriptor to have a correct value of TECHNICAL_RESULT set to Abandoned. This change only applies to call center deployments in which the dialed call originates in a Cisco Call Manager T-Server. Previously, GIM could incorrectly populate data in the INTERACTION_SEGMENT_FACT and VOICE_SEG_FACT_EXT tables, causing TALK and DIAL metrics to be incorrect and the technical descriptor to have an incorrect value of TECHNICAL_RESULT set to Completed. (ER# 209046913)


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Release Number 7.6.002.04 [10/30/08] – Hot Fix

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

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

New in This Release

This is a hot fix for this product. Refer to the Deployment Procedure for this hot fix to deploy the installation package within your environment. This release contains no new features or functionality.

Note: This release of Genesys Info Mart was tested with Genesys Info Mart Administration Console 7.6.000.07. Refer to the Genesys Info Mart Administration Console 7.6 Release Note for known issues and recommendations for this component.

Corrections and Modifications

This release includes the following corrections and modifications:


This release of Genesys Info Mart correctly populates the INITIAL_RESPONSE_DURATION column of the INTERACTION_FACT table when the Genesys Info Mart application is configured with the option voice-init-resp-duration set to TIME_FROM_IVR_TO_AGENT. Previous releases would populate a large negative value in this column if the underlying interaction segment fact data contained a single interaction segment fact row to represent the IVR port processing the interaction. The negative value caused Job_LoadRecent to fail with an Arithmetic overflow error during aggregation processing. (ER# 212256566)


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Release Number 7.6.002.03 [10/27/08] – General

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

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

New in This Release

There are no restrictions for this release. Refer to the Deployment Procedure for this release to deploy the installation package within your environment. This release contains no new features or functionality.

Note: This release of Genesys Info Mart was tested with Genesys Info Mart Administration Console 7.6.000.07. Refer to the Genesys Info Mart Administration Console 7.6 Release Note for known issues and recommendations for this component.

Corrections and Modifications

This release includes the following corrections and modifications:


The migration of Genesys Info Mart from release 7.5 to 7.6 no longer fails if the Info Mart database is on DB2 V9. Previously, the migrate_gim.sql script would fail with the following error:

SQL0104N An unexpected token "NUMBER" was found following "_SUBHOUR ( BATCH_ID". Expected tokens may include: "NUM". SQLSTATE=42601.

(ER# 204243711)


If you have configured Genesys Info Mart to store Genesys Interactive Insights (GI2) out-of-box aggregates, the performance of the aggregation SQL query executed by Job_LoadRecent and Job_AggregateGIM to produce AG2_INB_V_IXN_ID_HOUR (and DAY and MONTH) data no longer degrades over time as the number of rows increases in the following fact tables upon which the aggregates are based:

To improve the performance of the aggregation SQL, indexes were added to the INTERACTION_RESOURCE_FACT and R_INTERACTION_RESOURCE_FACT tables in the Info Mart database.

If you are installing this release of Genesys Info Mart over a prior 7.6 release, refer to the Deployment Procedure for the specific release you are installing for SQL statements that need to be run against the Info Mart database. (ER# 204783401)


Changes have been made to GIM to serialize the calls to stored procedure gsysIRMerge from GIM Server and Job_ExtractICON. (ER# 205009691)


A fix has been made to Job_LoadRecent to prevent the job from hanging when retrying to start a thread that previously failed with an OutOfMemory exception. Please refer to the description of ER# 205009696 in the Known Issues and Recommendations section for details about the issue that was fixed. (ER# 205009696)


The performance of Genesys Interactive Insights reports has been improved by adding an index on the DATE_TIME table in the Info Mart database.

If you are installing this release of Genesys Info Mart over a prior 7.6 release, refer to the Deployment Procedure for the specific release you are installing for an SQL statement that needs to be run against the Info Mart database. (ER# 205563115)


Aggregation processing no longer fails with a primary key constraint on tables that include the Time Range dimension. The correction involved changing the primary key on several aggregate tables in the Info Mart database to include the TIME_RANGE_KEY column.

If you are installing this release of Genesys Info Mart over a prior 7.6 release, refer to the Deployment Procedure for the specific release you are installing for SQL statements that need to be run against the Info Mart database. (ER# 206112053)


Job_TransformGIM no longer fails with a NullPointerException in TransformAgentActivity.doICONResourceSessions when running against a Staging Area database that has been migrated from release 7.5 to 7.6. This error occurred if an agent's login session was active when migration was started and was still active when Job_TransformGIM was first run after migration. (ER# 206437731)


The performance of HA deduplication of ICON voice interaction and agent activity has been improved by adding several indexes to tables in the Staging Area database.

If you are installing this release of Genesys Info Mart over a prior 7.6 release, refer to the Deployment Procedure for the specific release you are installing for SQL statements that need to be run against the Staging Area database. (ER# 206504501)


The performance of Job_ExtractICON has been improved by modifying the make_icon_indexes_for_gim.sql script to add several new indexes to tables in the Interaction Concentrator IDB.

If you are installing this release of Genesys Info Mart over a prior 7.6 release, refer to the Deployment Procedure for the specific release you are installing for SQL statements that need to be run against the Interaction Concentrator IDBs. (ER# 206504724)


Job_LoadRecent no longer fails with a NullPointerException when performing aggregation for the first time after Genesys Info Mart was migrated from release 7.5 to 7.6. Previously, the job would fail, producing an error message similar to:

Aggregation - job failed with error java.lang.NullPointerException
at com.genesyslab.gim.etl.jobs.JobAggregateGim.getTimeRangeKey(JobAggregateGim.java:3424)
The correction required changes to be made to the migrate_gim.sql script.

If you are installing this release of Genesys Info Mart over a prior 7.6 release, refer to the Deployment Procedure for the specific release you are installing for SQL statements that need to be run against the Info Mart database. (ER# 206620229)


Performance of Job_ExtractICON has been significantly improved.

Previously, if the limit-extract-data configuration option was set to TRUE and Genesys Info Mart was processing a backlog of source data, it was possible for Job_ExtractICON to consistently extract too little data in each ETL cycle. The most common trigger for this behavior was incomplete IDB information, such as a missing IS Link, which prevented a multi-site voice interaction from being intra-IDB merged until a significant time later than the termination of the voice interaction. In that situation, a relatively high merge sequence is associated with data with a relatively old timestamp.

The algorithm that was limiting the extract of the data is based on the timestamps in the data, and it behaved improperly in this situation. While the high merge sequence was associated with data in the desired time frame, it was not an appropriate high water mark to use for the current ETL cycle, because that high merge sequence would also bring in data with much later timestamps. The old algorithm noticed that the high merge sequence appeared out of synch with the older timestamps, but could then become overly cautious when determining the merge sequence that should be used as the high water mark for the current ETL cycle. The new algorithm performs a more thorough analysis of the distribution of sequence values with respect to time in order to pick the most suitable sequence value to use as the high water mark for the current ETL cycle.

Genesys Info Mart 7.6.002.03 also requires schema changes to the Interaction Concentrator databases. This release contains the make_icon_indexes_for_gim.sql script file that makes these changes for new deployments.

If you are installing this release of Genesys Info Mart release over a prior 7.6 release, refer to the Deployment Procedure for the specific release you are installing for SQL commands to run against the indicated databases to make the required changes. (ER# 207130586)


The migrate_gim_done.sql script that is required to migrate from a prior release to Genesys Info Mart 7.6 is now correctly included in the Genesys Info Mart installation package. Previously, it had been inadvertently excluded. (ER# 208093151)


A row that was inserted into STG_ETL_HISTORY for gsysIRMerge run on a specific IDB was setting a jobID that might not have been unique enough, causing a constraint violation. IDB owner and DBConnection of the IDB were added to the jobID. This is consistent with the jobIDs created for jobs (they all have DBConnection and Owner). (ER# 210053093)


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Release Number 7.6.001.07 [09/26/08] – General

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

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

New in This Release

There are no restrictions for this release. This section describes new features that were introduced in the initial 7.6 release of Genesys Info Mart.

Note: This release of Genesys Info Mart was tested with Genesys Info Mart Administration Console 7.6.000.07. Refer to the Genesys Info Mart Administration Console 7.6 Release Note for known issues and recommendations for this component.

Corrections and Modifications

This release includes the following corrections and modifications that were made between Release 7.5 or earlier releases and the initial 7.6 release:


Genesys Info Mart now correctly populates data for the INTERACTION_SEGMENT_FACT table when transforming late-arriving party history information for Multimedia interactions. Previous releases of Genesys Info Mart could lose track of certain segments of these interactions, resulting in incorrect data being written to the INTERACTION_SEGMENT_FACT table. (ER# 196081972)


The limit-extract-data algorithm allows for STG_EXTRACT_STATUS records with ROW_COUNT=0. Previously, Genesys Info Mart did not consider such records, and as a result the limit-extract-data algorithm did not work in High Availability (HA) configurations. (ER# 205614400)


This release of Genesys Info Mart considers the After Call Work duration when calculating the talk time for VOICE_SEGMENT_FACT_EXT voice segments with Initiated and Initiated Consult roles. Previous releases included the ACW duration into the talk time for these segments. (ER# 200065502)


Genesys Info Mart now correctly represents the participation of the receiving agent in inter-site consultation calls transferred between agents. Previously, Genesys Info Mart sometimes failed to create a row in the INTERACTION_SEGMENT_FACT table to represent the post-consultation/transfer portion of the interaction for the receiving agent. Instead, the row in the INTERACTION_SEGMENT_FACT table that indicates that the receiving agent was in consultation will also contain data associated with the post-consultation/transfer to that agent. (ER# 194704241)


Genesys Info Mart no longer yields incorrect results for Interaction and Interaction Segment data for after-call-work (ACW) time. Previously, ACW duration was sometimes not accurate in specific call scenarios in which an agent was involved in multiple calls when the ACW status was set. ACW time itself was sometimes associated with the incorrect segment, and was not always complete based on the priority setting placed on the Stat Server application. (ER# 20445646)


Genesys Info Mart now correctly handles the transition when the process of extracting and merging data from multiple IDB HA pairs is interrupted and has to be restarted, and, in the meantime, one or more of the primary IDBs has had to switch over to the backup. Previously, if Job_ExtractICON failed, a recovery from certain types of failures was sometimes not handled automatically. If any IDB that was primary during the failed run of Job_ExtractICON was not available and if that IDB had a value of HA_PAIR_PRIMARY < 99 in the STG_DBSOURCE table of the Staging Area database, the subsequent run of Job_ExtractICON would fail with this error message:

Recovery from HA + multi-IDB merge extract failure when primary is no longer available is not currently supported. Please contact Genesys Customer Care for manual recovery steps.

(ER# 181038361)


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Known Issues and Recommendations

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


After you upgrade ICON from release 7.6 to release 8.1.100.25, Job_ExtractICON for the ICON_CORE role can fail, producing an error message similar to the following:

04:40:44.451 Dbg 35000 Task taskExtractHAIRids() started
04:40:44.466 Trc 34202 Job method Job_ExtractICON-dap_icon1_jdbc-GIM_IR_HA_TMP - 82 rows read.
04:40:44.466 Std 20003 Exception: java.lang.NullPointerException
at com.genesyslab.gim.etl.jobs.JobExtractICON.taskExtractHAIRids(JobExtractICON.java:4586)
at com.genesyslab.gim.etl.jobs.JobExtractICON.extractHALists(JobExtractICON.java:4019)
at com.genesyslab.gim.etl.jobs.JobExtractICON.extractIConSimpleHAPair(JobExtractICON.java:2627)
at com.genesyslab.gim.etl.jobs.JobExtractICON.start(JobExtractICON.java:935)
at com.genesyslab.gim.etl.manager.LaunchExtractJobs$LaunchExtract.runJob(LaunchExtractJobs.java:1749)
at com.genesyslab.gim.etl.manager.LaunchExtractJobs$LaunchExtract.run(LaunchExtractJobs.java:1666)

This error is produced from G_IR rows representing stuck calls that have been merged by ICON but do not have a TERMINATED time.

Workaround:

To cause the extract job to continue, delete the G_IR rows representing stuck calls that have been merged by ICON but do not have a TERMINATED time. For each Interaction Concentrator IDB with a Database Access Point role of ICON_CORE, run the following SQL commands, according to your database type:

(GIM-8125)

Found In: 7.6.015.20 Fixed In: 

When the Genesys Info Mart extraction, transformation and loading (ETL) is running on a server in a time zone that includes a definition for Daylight Saving Time, the dimension references and facts that represent the start and/or end time of the facts can be inaccurate for any fact that started and/or ended during the hours leading up to or following the change in Daylight Saving Time. The following dimension references and fact columns in all fact tables are affected:

As a consequence, the aggregation steps in Job_LoadRecent and Job_AggregateGIM (and your custom aggregates and reports) will not aggregate all facts to their correct reporting interval.

Note: Although these date and time of day dimension and facts are inaccurate, the facts' durations are accurate. Keep in mind that this issue only occurs during the hours around the change in Daylight Saving Time, generally two times per year at a time when most contact centers have little or no activity. If your deployment absolutely needs to avoid this issue, Genesys recommends running Genesys Info Mart ETL in a time zone that does not have Daylight Saving Time, such as GMT.

This can be accomplished by configuring the server's locale, or by supplying the -Duser.timezone java argument when Genesys Info Mart Server is started. In either case, you will also have to adjust the Genesys Info Mart's ETL scheduling options in the [schedule] section to account for the difference between your actual local time zone, and the time zone in which you choose to run the Genesys Info Mart ETL. Additionally, Genesys Info Mart will log messages using the time zone in which it is configured to run. (ER# 264933704)

Found In: 7.6.013.08 Fixed In: 

Genesys Info Mart logs messages such as the following, regardless of whether you configure Genesys Info Mart to automatically retry failed ETL jobs:

If you have set up an alarm condition for a message such as those above, you will receive an alarm notification, even if a subsequent automatic retry of the failed ETL job is successful. This is because there is no corresponding log message specific enough to reliably reset the alarm. (ER# 248276996)

Found In: 7.6.008.14 Fixed In: 

Starting with version 7.6.006.15, in a multi-IDB Voice details topology, the extract-merging-in-parallel option in the gim-tuning section was provided to control whether certain steps in Job_ExtractICON for Voice details run sequentially or in parallel. When this option is set to TRUE and Job_ExtractICON is stopped or fails in the step during which merge-independent call data, such as parties and user data, is extracted to the Staging Area database, the next run of Job_ExtractICON might not extract that call data. This can result in some multi-site interactions being discarded.

To prevent this problem from occurring, set the value for the extract-merging-in-parallel option to FALSE (the default setting). Genesys Info Mart 7.6.008 automatically disables this option by treating the value as FALSE, regardless of the actual configured value. (ER# 250590513)

Found In: 7.6.006.15 Fixed In: 7.6.009.08

In Genesys Info Mart release 7.6.005.11 or later, when Job_ExtractICON extracts Multimedia data, it may encounter a primary key constraint violation on STG_G_CALL in the following scenario:

  1. Job_LoadRecent fails.
  2. Job_ExtractICON completes.
  3. Job_TransformGIM is not started.
  4. Job_LoadRecent completes (failure was corrected).
  5. Job_ExtractICON fails with a primary key constraint violation on STG_G_CALL.

You can avoid this problem by running Job_TransformGIM before the second run of the failed Job_ExtractICON. Contact Genesys Customer Care for manual recovery steps. (ER# 228069400)

Found In: 7.6.005.11 Fixed In: 7.6.007.08

For customers who used aggregates in Genesys Info Mart release 7.2 and 7.5, migrating to 7.6 may cause re-aggregation of large amounts of existing data. Job_MigrateGIM updates TECHNICAL_DESCRIPTOR_KEY values in the INTERACTION_FACT table and changes the GMT_ROW_UPDATED_TIME in the fact rows. The aggregation process is triggered on these updated rows and will re-aggregate the time ranges that include these updated rows as well as any newly arriving facts. Job_MigrateGIM is set up to work backwards from newest facts to oldest facts when migrating data and it may need nightly executions over several nights to complete migration of all old fact data. Each of these nightly migrations may trigger additional re-aggregation, each covering a larger time range than the previous re-aggregation.

Workaround:

Turn off automatic aggregation for the period of time while Job_MigrateGIM is running. To do so, set the Genesys Info Mart Application schedule option run-aggregates=FALSE. If Job_MigrateGIM will be running nightly over a period of days, but it is not practical to disable aggregates for this whole time, do the following:

  1. At the end of the day—but before Job_MigrateGIM runs—disable automatic aggregation, by setting run-aggregates=FALSE.
  2. Each night after Job_MigrateGIM completes, run Job_AggregateGIM manually from the Administration Console, and pass today's date. This will aggregate all the days new fact data.
  3. Re-enable automatic aggregation, by setting run-aggregates=TRUE. Automatic aggregation will run during the day as new facts arrive, but the aggregation process will not attempt to aggregate the data that Job_MigrateGIM updated.
  4. Repeat steps 1 through 3 until Job_MigrateGIM has completed migrating the old data.

(ER# 224408883)

Found In: 7.6.005.11 Fixed In: 7.6.006.15

Job_MigrateGIM may fail during certain timing scenarios while starting the critical migration step that creates rows in the STG_LOAD_STATUS table in the Staging Area database. The error message that is logged may indicate that a ConcurrentModficationException or NullPointerException has occurred, or that Flush during cascade is dangerous. If you happen to encounter one of these errors, please restart Job_MigrateGIM. (ER# 224163479)

Found In: 7.6.004.09 Fixed In: 7.6.005.11

In deployment topologies using multiple Interaction Concentrator sources, the Genesys Info Mart Server may exit unexpectedly with this Java exception:

java.lang.OutOfMemoryError: PermGen space.
If you encounter this specific type of OutOfMemory exception, change the Java Virtual Machine (JVM) startup parameters for the Genesys Info Mart Server to include the -XX:MaxPermSize=128m option.

For more information about changing the JVM parameters, refer to the section about modifying the Genesys Info Mart default arguments in the Genesys Info Mart 7.6 Deployment Guide.

(ER# 221848211)

Found In: 7.6.004.07 Fixed In: 

Genesys Info Mart does not correctly include the tenant when creating and maintaining rows in the TIME_RANGE dimension. Instead of including a row with ACTIVE_FLAG=1 for each type of time range and tenant, there is only a single row with ACTIVE_FLAG=1 for each time range type in the entire TIME_RANGE dimension. In other words, there is a set of application-wide TIME_RANGE dimension rows rather than a set for each tenant. In a multi-tenant environment, this could result in Queue Answer and Queue Abandon Interactive Insights reports that are incorrect at the SUBHOUR level. (These reports will be based on the current active TIME_RANGE dimension row rather than on the TIME_RANGE configured for the tenant.) (ER# 215941130)

Found In: 7.6.004.07 Fixed In: 7.6.005.11

Genesys Info Mart does not maintain the TIME_RANGE dimension rows in a way that allows the correct matching of historical data already generated in the historical aggregate table with the current snapshot contents of the SUBHOUR views. This can lead to differences between Queue Answer and Queue Abandon Interactive Insights reports at the HOUR and SUBHOUR levels. The HOUR-level report will use the TIME_RANGE dimension row that was active at the time the data was aggregated, while the same report will use the currently active TIME_RANGE row at the SUBHOUR level. (ER# 218572573)

Found In: 7.6.004.07 Fixed In: 

If you configure Genesys Info Mart to store data in the INTERACTION_RESOURCE_FACT and SM_RES_STATE_FACT tables, Job_LoadGIM executes an update SQL query against the INTERACTION_RESOURCE_FACT table to set the RES_PREVIOUS_SM_STATE_KEY and RES_PREVIOUS_SM_STATE_FACT_KEY columns. If the INTERACTION_RESOURCE_FACT table is large, this query might take a long time to execute.

If you encounter a problem with the performance of the update SQL query, create an index by executing one of the following SQL commands against the Genesys Info Mart database, according to your database type:

Note: Do not issue SQL commands while there are ETL jobs running.

(ER# 299764991)

Found In: 7.6.002.03 Fixed In: 

For voice interactions in which an agent places a dialed outbound or internal call that has not yet been answered on hold in order to make a consultation call, certain state counts and durations in the INTERACTION_RESOURCE_FACT and VOICE_RES_FACT_EXT tables will be inaccurate, because the transformation process does not expect the Dialing state from the original call to by interrupted by the Hold state, and does not expect that Hold state to overlap with the Dialing, Talk, and Hold states from the consultation call. For example, TALK_DURATION and TALK_COUNT in the VOICE_RES_FACT_EXT table can have non-zero values, even though the originally dialed outbound or internal call was never answered.(ER# 262126161)

Found In: 7.6.001.07 Fixed In: 

The interval aggregation queries added in release 7.6 to generate the AG2_INB_V_I_IXN_AGENT_* and AG2_INB_V_I_SESS_STATE_* aggregate tables are highly complex. The performance of these queries is very sensitive to the execution plans that the database selects. The chosen execution plans are directly related to the statistics available to the query optimizer. In our performance testing of Genesys Info Mart 7.6 on Oracle 10g, we found that the statistics generated by DBMS_STATS.GATHER_TABLE_STATS, the default method used by Oracle would sometimes lead the Oracle query optimizer to choose a poorly performing execution plan for these aggregates.

Additionally, the intraday fact tables used in the aggregation queries are volatile. Gathering table statistics when the intraday fact tables do not contain representative data will aggravate the performance problems.

The following procedure has been incorporated into the product in release 7.6.003.05. However, under certain circumstances, you may find it necessary to perform these steps manually. If after installing release 7.6.003.05 on Oracle, you are still experiencing performance problems with these aggregation queries, follow this procedure:

  1. Generate statistics for the intraday fact tables at the end of a typical business day when the tables have a significant number of rows, but before Job_LoadGIM runs and empties the intraday fact tables. Use the following commands to generate statistics for the four fact tables used in the interval aggregation queries:

    1. If using Oracle 10g, first unlock the statistics. Use the following commands:

      • Click to show/hide commands for Step 1a.

        begin
        DBMS_STATS.UNLOCK_TABLE_STATS('<owner>','R_SM_RES_STATE_FACT');
        DBMS_STATS.UNLOCK_TABLE_STATS('<owner>','R_SM_RES_STATE_REASON_FACT');
        DBMS_STATS.UNLOCK_TABLE_STATS('<owner>','R_INTERACTION_RESOURCE_FACT');
        DBMS_STATS.UNLOCK_TABLE_STATS('<owner>','R_IXN_RESOURCE_STATE_FACT');
        DBMS_STATS.UNLOCK_TABLE_STATS('<owner>','R_MEDIATION_SEGMENT_FACT');
        end;
        
        
    2. Then delete the current statistics and generate new ones. Use the following commands:

      • Click to show/hide commands for Step 1b.

        analyze table <owner>.R_SM_RES_STATE_FACT delete statistics;
        analyze table <owner>.R_SM_RES_STATE_FACT estimate statistics for table sample 15 percent;
        analyze table <owner>.R_SM_RES_STATE_FACT estimate statistics for all indexes sample 15 percent;
        analyze table <owner>.R_SM_RES_STATE_REASON_FACT delete statistics;
        analyze table <owner>.R_SM_RES_STATE_REASON_FACT estimate statistics for table sample 15 percent;
        analyze table <owner>.R_SM_RES_STATE_REASON_FACT estimate statistics for all indexes sample 15 percent;
        analyze table <owner>.R_INTERACTION_RESOURCE_FACT delete statistics;
        analyze table <owner>.R_INTERACTION_RESOURCE_FACT estimate statistics for table sample 15 percent;
        analyze table <owner>.R_INTERACTION_RESOURCE_FACT estimate statistics for all indexes sample 15 percent;
        analyze table <owner>.R_IXN_RESOURCE_STATE_FACT delete statistics;
        analyze table <owner>.R_IXN_RESOURCE_STATE_FACT estimate statistics for table sample 15 percent;
        analyze table <owner>.R_IXN_RESOURCE_STATE_FACT estimate statistics for all indexes sample 15 percent;
        analyze table <owner>.R_MEDIATION_SEGMENT_FACT delete statistics;
        analyze table <owner>.R_MEDIATION_SEGMENT_FACT estimate statistics for table sample 15 percent;
        analyze table <owner>.R_MEDIATION_SEGMENT_FACT estimate statistics for all indexes sample 15 percent;
        
        
        
    3. If using Oracle 10g, lock the statistics so that they are not replaced by other statistics run at the wrong time. Use the following commands:

      • Click to show/hide commands for Step 1c.

        begin
        DBMS_STATS.LOCK_TABLE_STATS('<owner>','R_SM_RES_STATE_FACT');
        DBMS_STATS.LOCK_TABLE_STATS('<owner>','R_SM_RES_STATE_REASON_FACT');
        DBMS_STATS.LOCK_TABLE_STATS('<owner>','R_INTERACTION_RESOURCE_FACT');
        DBMS_STATS.LOCK_TABLE_STATS('<owner>','R_IXN_RESOURCE_STATE_FACT');
        DBMS_STATS.LOCK_TABLE_STATS('<owner>','R_MEDIATION_SEGMENT_FACT');
        end;
        
        

    If using Oracle 9i, statistics cannot be locked. Refer to the note at the end about plan stability.

  2. For the first few days of GIM operations, the historical fact tables will grow quickly. During this time it may be necessary to generate statistics manually to avoid performance problems with the interval aggregates. For the first few days, after Job_LoadGIM has run and has loaded a significant percentage of new rows, run the following commands to generate statistics for the four fact tables used in the interval aggregation queries:

    1. If using Oracle 10g, first unlock the statistics. Use the following commands:

      • Click to show/hide commands for Step 2a.

        begin
        DBMS_STATS.UNLOCK_TABLE_STATS('<owner>','SM_RES_STATE_FACT');
        DBMS_STATS.UNLOCK_TABLE_STATS('<owner>','SM_RES_STATE_REASON_FACT');
        DBMS_STATS.UNLOCK_TABLE_STATS('<owner>','INTERACTION_RESOURCE_FACT');
        DBMS_STATS.UNLOCK_TABLE_STATS('<owner>','IXN_RESOURCE_STATE_FACT');
        DBMS_STATS.UNLOCK_TABLE_STATS('<owner>','MEDIATION_SEGMENT_FACT');
        end;
        
        
    2. Then delete the current statistics and generate new ones. Use the following commands:

      • Click to show/hide commands for Step 2b.

        analyze table <owner>.SM_RES_STATE_FACT delete statistics;
        analyze table <owner>.SM_RES_STATE_FACT estimate statistics for table sample 15 percent;
        analyze table <owner>.SM_RES_STATE_FACT estimate statistics for all indexes sample 15 percent;
        analyze table <owner>.SM_RES_STATE_REASON_FACT delete statistics;
        analyze table <owner>.SM_RES_STATE_REASON_FACT estimate statistics for table sample 15 percent;
        analyze table <owner>.SM_RES_STATE_REASON_FACT estimate statistics for all indexes sample 15 percent;
        analyze table <owner>.INTERACTION_RESOURCE_FACT delete statistics;
        analyze table <owner>.INTERACTION_RESOURCE_FACT estimate statistics for table sample 15 percent;
        analyze table <owner>.INTERACTION_RESOURCE_FACT estimate statistics for all indexes sample 15 percent;
        analyze table <owner>.IXN_RESOURCE_STATE_FACT delete statistics;
        analyze table <owner>.IXN_RESOURCE_STATE_FACT estimate statistics for table sample 15 percent;
        analyze table <owner>.IXN_RESOURCE_STATE_FACT estimate statistics for all indexes sample 15 percent;
        analyze table <owner>.MEDIATION_SEGMENT_FACT delete statistics;
        analyze table <owner>.MEDIATION_SEGMENT_FACT estimate statistics for table sample 15 percent;
        analyze table <owner>.MEDIATION_SEGMENT_FACT estimate statistics for all indexes sample 15 percent;
        
        
        
    3. If using Oracle 10g, lock the statistics so that they are not replaced by statistics run at the wrong time. Use the following commands:

      • Click to show/hide commands for Step 2c.

        begin
        DBMS_STATS.LOCK_TABLE_STATS('<owner>','SM_RES_STATE_FACT');
        DBMS_STATS.LOCK_TABLE_STATS('<owner>','SM_RES_STATE_REASON_FACT');
        DBMS_STATS.LOCK_TABLE_STATS('<owner>','INTERACTION_RESOURCE_FACT');
        DBMS_STATS.LOCK_TABLE_STATS('<owner>','IXN_RESOURCE_STATE_FACT');
        DBMS_STATS.LOCK_TABLE_STATS('<owner>','MEDIATION_SEGMENT_FACT');
        end;
        

Note: If using Oracle 9i, statistics cannot be locked. Once Oracle has determined a good execution plan based on the statistics produced by ANALYZE, it will tend to reuse that plan even if DBMS_STATS type statistics are run later on the fact tables. Periodically re-running ANALYZE type statistics may be sufficient to keep the good execution plan in use, particularly after restarting the Oracle instance. Another alternative would be to lock the good execution plans for the interval aggregation queries rather than locking the statistics or relying on Oracle to keep using the good plan. Refer to "Chapter 7 - Using Plan Stability" in the Oracle Performance Tuning Guide and Reference.

(ER# 212367208)

Found In: 7.6.001.07 Fixed In: 7.6.003.05

When GIM calls the stored procedure gsysIRMerge, the result of the call is inserted as a row in stg_etl_history. If gsysIRMerge fails, then GIM will retry it. Regardless of whether this second attempt is successful or not, a constraint violation exception will occur inserting the result of the retry in stg_etl_history. This is because the same jobId, which is unique in stg_etl_history, is being reused on the retry.

This has no effect on GIM calling gsysIRMerge to merge calls. Although a lengthy constraint violation exception stack trace is logged, it can be ignored. (ER# 211480041)

Found In: 7.6.001.07 Fixed In: 7.6.004.07

During peak interaction volumes, or when an ETL cycle resumes operation after an outage, a backlog of unextracted source data might have accumulated in your source IDBs. While processing that backlog of source data, if the limit-extract-data configuration option is set to TRUE, Job_ExtractICON determines the maximum merge sequence (GSYS_MSEQ) that it can extract from each voice details IDB, while still observing the configured values of extract-data-time-range-limit and extract-data-time-range-units. In some circumstances, Job_ExtractICON consistently chooses a merge sequence that results in too little data being extracted during each ETL cycle, even if there is no backlog. This situation most commonly occurs when incomplete IDB information—such as a missing IS Link—prevents a multi-site voice interaction from being intra-IDB merged until a time significantly later than the termination of the voice interaction. In this situation, a relatively high merge sequence is associated with data with a relatively old timestamp, which interferes with the proper selection of the next target merge sequence.

When this problem occurs, Job_ExtractICON will log a message similar to the following in the Genesys Info Mart Server log file:

2008-09-12 04:00:19,481 INFO Thread-25 55-34008  ExtractThrottle (<dap_name> / ICON_CORE / <schema_name>.G_IR):
unusual distribution of sequence values encountered, will use max=8200 instead of max=8500

The message will be logged for a given <dap_name> and <schema_name> over several ETL cycles, where the value of the first max value (8200 in the above example) changes by a small amount, while the value of the second max value does not change (8500 in the above example). If the problem persists, contact Genesys Customer Care and request help to resolve this problem. (ER# 207130586)

Found In: 7.6.001.07 Fixed In: 7.6.002.03

This release of Genesys Info Mart can sometimes miss essential User Data updates for the last interaction processed during an ETL cycle, placing incorrect values in the USER_DATA_KEY, USER_DATA2_KEY, and INTERACTION_DESCRIPTOR columns in the Interaction Segment Fact table, for some segments of the interaction. (ER# 197655421)

Found In: 7.6.001.07 Fixed In: 7.6.003.05

The Genesys Info Mart Server does not process agent activity (including login sessions, resource states, resource state reasons, and Do-Not-Disturb [DND] modes) whose timestamp is within five minutes of the latest agent activity timestamp recorded by a given Interaction Concentrator application. The ramification of this behavior is that, for contact centers operating less than 24 hours a day, the last five minutes' worth of agent activity for a given day are not recorded in the Info Mart *_FACT tables that have been loaded for that business day, nor will they be available for the Interactive Insights reports that use these tables. Instead, agent activity for the last five minutes of the previous day is processed on the following day, and only after new agent activity is generated and Interaction Concentrator records this activity.

This behavior occurs in voice contact center environments that are defined as complex, meaning an agent may log on to more than switch, DN, or queue at a time, or where reporting requirements include the factoring of DND mode into summarized resource states and resource state reasons. For Multimedia contact center environments, the behavior occurs if reporting requirements include the factoring of DND mode into summarized resource states and resource state reasons or if the population of detailed DND modes is enabled.

The affected Info Mart *_FACT tables include the following:

RESOURCE_SESSION_FACT MEDIATION_SEGMENT_FACT INTERACTION_RESOURCE_FACT
AG2_INB_V_AGENT_QUEUE_* AG2_INB_V_IXN_AGENT_* AG2_INB_V_IXN_AGENT_GRP_*
AG2_INB_V_IXN_ID_* AG2_INB_V_QUEUE_* AG2_INB_V_QUEUE_GRP_*
AG2_INB_V_I_IXN_AGENT_* AG2_INB_V_I_SESS_STATE_* AG2_INB_V_I_STATE_RSN_*
DT_*_FACT SM_RES_*_FACT

The affected Genesys Interactive Insights reports include:

(ER# 205809873)

Found In: 7.6.001.07 Fixed In: 

If you are migrating from a prior release to Genesys Info Mart 7.6, the migration procedure documented in the Genesys 7 Migration Guide instructs you to run an SQL script named migrate_gim_done.sql. This SQL script was inadvertently excluded from the Genesys Info Mart installation package. Please contact Genesys Customer Care to obtain this SQL script for your RDBMS. (ER# 208093151)

Found In: 7.6.001.07 Fixed In: 7.6.002.03

Job_TransformGIM fails with a GimIconMissingConfigDataException when transforming agent resource states or reasons extracted from Stat Server if this data contains references to person, place, or DN objects that do not belong to a tenant configured in the Genesys Info Mart application. (ER# 191764993)

Found In: 7.6.001.07 Fixed In: 

Genesys Info Mart does not support migration from release 7.5 to 7.6 if either a Staging Area or Info Mart database resides on a DB2 database. If you attempt this migration, the migrate_gim.sql and migrate_gim_staging_area.sql scripts may fail, generating the following or similar errors:

SQL0104N An unexpected token "NUMERIC" was found following "IXN_ID SET DATA TYPE". Expected tokens may include: "GRAPHIC". SQLSTATE=42601

SQL0104N An unexpected token "NUMBER" was found following "_SUBHOUR ( BATCH_ID". Expected tokens may include: "NUM". SQLSTATE=42601

If you need to perform a 7.5 to 7.6 migration against a Staging Area or Info Mart database on DB2, contact Genesys Customer Care. (ER# 204243711, 204770091)

Found In: 7.6.001.07 Fixed In: 

If an OutOfMemory exception occurs during Job_LoadRecent, the job may cease responding (it remains in a running state indefinitely). If this exception occurs, you will find the following or similar text in the Genesys Info Mart Server log file:

2008-08-25 19:39:33,343 WARN Thread-40813 55-20003 "Exception: java.lang.OutOfMemoryError: unable to create new native thread
         at java.lang.Thread.start0(Native Method)
         at java.lang.Thread.start(Thread.java:574)
         at com.genesyslab.gim.etl.jobs.JobLoad.startThread(JobLoad.java:1745)
         at com.genesyslab.gim.etl.jobs.JobLoad.startLoadTableThread(JobLoad.java:1781)
         at com.genesyslab.gim.etl.jobs.JobLoad.loadTable(JobLoad.java:1723)
         at com.genesyslab.gim.etl.jobs.JobLoadRecent.loadGIMTable(JobLoadRecent.java:1251)
         at com.genesyslab.gim.etl.jobs.JobLoadRecent.loadDims(JobLoadRecent.java:984)
         at com.genesyslab.gim.etl.jobs.JobLoadRecent.start(JobLoadRecent.java:385)
         at com.genesyslab.gim.etl.manager.LaunchJob.runJob(LaunchJob.java:261)
         at com.genesyslab.gim.etl.manager.LaunchJob.run(LaunchJob.java:195)

2008-08-25 19:39:33,343 INFO Thread-40813 55-30000 "Job_LoadRecent@chrish76@stormkng@@1219707564 -
Error starting thread LoadGIMTable(STG_USER_DATA_2->USER_DATA_2). Retry attempt number 1 in 15 seconds."

The above message shows that Job_LoadRecent could not start a thread for the class LoadGIMTable, which loads rows from the Staging Area table STG_USER_DATA_2 to the Info Mart table USER_DATA_2. The message states that Genesys Info Mart will retry starting the thread in 15 seconds. However, this retry attempt never occurs, because Job_LoadRecent ceases to respond (its status in the Administration Console remains in the RUNNING state indefinitely).

In addition to the class LoadGIMTable, this same error can also occur when Genesys Info Mart tries to start a thread for the class UpdateGIMTable, which updates the target Info Mart table with rows from the source Staging Area table. If the error occurs for either of these classes, you must restart Genesys Info Mart Server. (ER# 205009696)

Found In: 7.6.001.07 Fixed In: 7.6.002.03

If you use Windows Remote Desktop to connect to the Windows console session, Genesys Info Mart Server might inadvertently exit when you log off from the console session. To avoid this issue, add -Xrs to the Java options for the Genesys Info Mart Server. This option reduces the Java signal processing in the Genesys Info Mart Server, preventing it from exiting. For information about how to set Java options, see the section "Installing the Genesys Info Mart Application" > "Modifying the Genesys Info Mart Default Arguments" in the Genesys Info Mart 7.6 Deployment Guide. (ER# 202474185)

Found In: 7.6.001.07 Fixed In: 

If you have configured Genesys Info Mart to store Genesys Interactive Insights (GI2) out-of-box aggregates, the performance of the aggregation SQL query executed by Job_LoadRecent and Job_AggregateGIM to produce AG2_INB_V_IXN_ID_HOUR (and DAY and MONTH) data might degrade over time, as the number of rows increases in the following fact tables upon which the aggregates are based:

To improve the performance of the aggregation SQL query, run one of the following sets of SQL commands against the Info Mart database, according to your database type:

Note: Do not issue SQL commands while there are ETL jobs running.

(ER# 204783401)

Found In: 7.6.001.07 Fixed In: 7.6.002.03

In this release of Genesys Info Mart, if contact center resources are involved in conference call scenarios while the configuration option show-conference-detail is set to FALSE, then Genesys Info Mart will incorrectly populate the CONFERENCE_INITIATED_COUNT and the CONFERENCE_JOINED_COUNT columns in the INTERACTION_RESOURCE_FACT table.

To make sure that conference call data is correctly populated, set show-conference-detail to TRUE. (ER# 204215643)

Found In: 7.6.001.07 Fixed In: 7.6.005.11

A merge failure can occur if both Job_ExtractICON and Genesys Info Mart scheduler try to run the Interaction Concentrator gsysIRMerge stored procedure at the same time.

Note that Job_ExtractICON performs the merge only if the Genesys Info Mart Server is not already configured to periodically run the procedure. However, if you decide to reconfigure the server during the several minutes that it takes for the current gsysIRMerge procedure to complete, then it is possible that the new schedule might start gsysIRMerge before the current merge has finished processing. In this case, the merge procedure will fail for all future calls, requiring that you reset gsysIRMerge in Interaction Concentrator.

For detailed information about resetting gsysIRMerge, see the Interaction Concentrator 7.6 Deployment Guide. (ER# 205009691)

Found In: 7.6.001.07 Fixed In: 7.6.002.03

In some cases, the aggregate-time-range-limit option may not correctly limit Genesys Info Mart aggregation queries, causing performance problems in your deployment.

These performance problems can occur when multiple days of fact data require aggregation, but the time ranges used in the aggregation queries exceed the aggregate-time-limit. In this case, a particular time range may be aggregated multiple times. The time range to be aggregated uses the correct starting time, but then expands according to the aggregate-time-limit, until the entire time range is covered in a single aggregate query.

For example—assume that the aggregate-time-range-limit is set to the default of 1 day, and that the Info Mart database is up to date in both the fact data and aggregate data. Then data covering a time range of three days is extracted, transformed, and loaded into the Info Mart database. When you run Job_AggregateGIM, the job aggregates the first day of new data, then it aggregates the first two days of data, and finally it aggregates all three days of data in a single query. While the resulting aggregate data is correct, the job may cause performance problems in your deployment, depending on the available hardware and the volume of data being aggregated.

To prevent possible performance problems, set the populate-intraday-aggregates option to TRUE. This setting instructs Job_LoadRecent to keep the subhour-level and hour-level aggregates up to date, as new facts are created in each ETL cycle. If Job_AggregateGIM takes too long to complete when it is run automatically by the scheduler, then you can manually run Job_AggregateGIM from the Administration Console, for a fixed single-day time range. Run the job multiple times, once for each consecutive day of data, until all outstanding facts are aggregated. (ER# 201472412)

Found In: 7.6.001.07 Fixed In: 7.6.005.11

When aggregating time periods with sparse fact data, Genesys Info Mart may produce incorrect aggregates for the agent-state-interval and ixn-agent-interval subjects. For example—if you set the Genesys Info Mart application option aggregate-time-range-limit to the minimum value of 1 day, and the fact data contains no call activity or agent state changes (the active agent state spans an entire day), the aggregates will be incorrect. In this sample scenario, no aggregates would be produced for a day where the fact data contains no activity other than a single lengthy running state for all agents. (ER# 204233434)

Note: For more information about setting the aggregate-time-range-limit option, as well as the related aggregate-time-range-units option, see the "Configuring Options for Genesys Info Mart" section of the Genesys Info Mart 7.6 Deployment Guide.

Found In: 7.6.001.07 Fixed In: 7.6.005.11

After the initial deployment of Genesys Info Mart 7.6, the first time you run Job_ExtractICON to extract contact center configuration details (role=ICON_CFG), the process might take several hours to complete. The total length of time depends on the following environment-specific factors:

To monitor the progress of this extraction job, check the log file for the Genesys Info Mart Server, as well as the ADMIN_EXTRACT_HISTORY view for the Staging Area database. For more information about log messages, see the Framework 7.6 Combined Log Events Help. For more information about the ADMIN_EXTRACT_HISTORY view, see the Genesys Info Mart 7.6 Operations Guide. (ER# 194896831)

Found In: 7.6.001.07 Fixed In: 7.6.005.11

In this release of Genesys Info Mart, the primary key constraints for any aggregate tables that include the Time Range dimension require modification. The primary key should include the column TIME_RANGE_KEY. Without this column, primary key constraint violations on these tables can occur during aggregation. To correct the primary key, run one of the following sets of SQL commands against the Info Mart database, according to your database type:

(ER# 206112053)

Found In: 7.6.001.07 Fixed In: 7.6.002.03

Job_TransformGIM may fail the first time you run it after migrating the Staging Area database from release 7.5 to 7.6. This failure will generate a message indicating that a NullPointerException was encountered in the TransformAgentActivity.doICONResourceSessions method. This error occurs if a login session for a particular agent remains active both before the migration and when you first run Job_TransformGIM after the migration. If you encounter this error, run one of the following sets of SQL commands against the Staging Area database (according to your database type), then restart Job_TransformGIM.

(ER# 206437731)

Found In: 7.6.001.07 Fixed In: 7.6.002.03

To improve the performance for HA deduplication of Interaction Concentrator voice interaction and agent activity data, certain changes to the Staging Area database schema are required. To make these changes, run one of the following sets of SQL commands against the Staging Area database, according to your database type:

Note: Do not issue SQL commands while there are ETL jobs running.

(ER# 206504501)

Found In: 7.6.001.07 Fixed In: 7.6.002.03

In this release of Genesys Info Mart, database schema changes to the Interaction Concentrator databases are required to improve the performance of Job_ExtractICON.

For each Interaction Concentrator IDB with a Database Access Point role of ICON_CORE, run one of the following sets of SQL commands, according to your database type:

Note: Do not issue SQL commands while there are ETL jobs running.

(ER# 206504724)

Found In: 7.6.001.07 Fixed In: 7.6.002.03

When performing aggregation for the first time after migrating Genesys Info Mart from release 7.5 to 7.6, in some cases Job_LoadRecent may fail due to a NullPointerException error. If so, the error message will contain text similar to the following:

Aggregation - job failed with error java.lang.NullPointerException at com.genesyslab.gim.etl.jobs.JobAggregateGim.getTimeRangeKey(JobAggregateGim.java:3424)

If you encounter this error, run one of the following sets of SQL commands against the Info Mart database (according to your database type), and then restart Job_LoadRecent:

(ER# 206620229)

Found In: 7.6.001.07 Fixed In: 7.6.002.03

Genesys Info Mart only extracts Multimedia rows written by the currently-connected instance of Interaction Concentrator. If, for some reason, the Interaction Concentrator application used for Multimedia is changed, records written by the previous instance of Interaction Concentrator are not available. (ER# 192817971)

Found In: 7.6.001.07 Fixed In: 7.6.005.11

If you are using Genesys Info Mart in an environment with Genesys Multimedia, note the following. For multimedia data, Job_LoadGIM executes an update query against the INTERACTION_FACT table to set ROOT_INTERACTION_ID. If the INTERACTION_FACT table is large, this query may take a long time to execute.

Note: In environments with voice-only data, Genesys Info Mart does not execute this update query; thus, the following workaround can be ignored.

If you encounter a problem with performance of the update SQL query, create two indexes by executing one of the following sets of SQL commands against the Info Mart database, according to your database type:

Note: Do not issue SQL commands while there are ETL jobs running.

(ER# 217632721)

Found In: 7.5.005.05 Fixed In: 

In some contact center deployments, where inter-site consultation calls are transferred between agents, Genesys Info Mart may incorrectly represent the receiving agents' participation in the interaction. This problem appears as a missing row in the INTERACTION_SEGMENT_FACT table, which represents the post consultation/transfer portion of the interaction for the receiving agent. When this problem is observed, the INTERACTION_SEGMENT_FACT row that indicates that the receiving agent was in consultation will also contain data associated with the post consultation/transfer to that agent. (ER# 194704241)

Found In: 7.5.003.21 Fixed In: 7.6.001.07

Genesys Info Mart may fail with a NullPointerException during After Call Work updates in Job_LoadRecent. This is an intermittent issue that you may encounter if the Info Mart server is under significant load. If this error is encountered, Job_LoadRecent will typically complete successfully when run again. (ER# 202095223)

Found In: 7.5.003.21 Fixed In: 7.6.003.05

This 7.6 release of Genesys Info Mart does not properly recognize the configuration option network-switch when it is set to FALSE for premise-type switches (in the gim-etl section on the Annex tab of the Switch Application object). Including this configuration option on a premise-based Switch object can cause the transformative logic within the ETL to misinterpret the Interaction Concentrator source data and discard most, if not all, of the interaction data. To avoid this problem, you should include the network-switch option for network-based switches only (in this case setting the option to TRUE on the Annex tab of the Switch Application object). For non-network switches, leave the option out altogether. (ER# 206763612)

Found In: 7.5.003.20 Fixed In: 7.6.003.05

Genesys Info Mart cannot extract and transform multi-site voice interactions unless all the calls that comprise those interactions, as reported by T-Servers, are stored in your IDB(s). As a result, your Interaction Concentrator application(s) must be deployed in such a way as to monitor all T-Servers in your enterprise.

This limitation can manifest itself in the following ways, depending on whether you:

If you did not configure information about the unmonitored T-Server switch in the IDB GSYS_DNPREMOTELOCATION table, gsysIRMerge will not merge calls that comprise the multi-site voice interaction until the IS-Link timeout occurs, at which time Job_ExtractICON will extract the voice interaction, but Job_TransformGIM will discard it and log a GimIconDataMissingException with the reason MISSING_CALL_DATA_FOR_IS_LINK. This exception occurs because Job_TransformGIM finds only one of two expected G_IS_LINK_HISTORY rows that comprise the IS Link representing the connection between related multi-site calls. This applies irrespective of whether your deployment extracts voice details from a single IDB or multiple IDBs.

If you configured information about the unmonitored T-Server switch in the IDB GSYS_DNPREMOTELOCATION table, gsysIRMerge will not wait for the IS-Link timeout and will indicate that only part of the multi-site voice interaction is stored in this IDB. For deployments that extract voice details from a single IDB, Job_TransformGIM will not extract such partially merged voice interactions from the IDB. For deployments that extract voice details from multiple IDBs, Job_TransformGIM will not extract such partially merged voice interactions from the Merge Staging Area where multi-IDB merge is performed. (ER# 191368311)

Found In: 7.5.003.19 Fixed In: 7.6.008.14

When extracting configuration details from an IDB, Job_ExtractICON will not extract a configuration object relationship (for example—an agent skill or agent group membership) if it cannot determine the tenant to which the relationship belongs. This issue affects both single-tenant and multi-tenant deployments. The relationship's tenant is inherited from one of the configuration objects that constitute the relationship. If that configuration object is missing from the IDB, the relationship will not be extracted. Resynchronizing the IDB with the Configuration Server does not correct this issue. To correct this issue, you must use Configuration Manager to delete and re-create the configuration object relationship. (ER# 179808775)

Found In: 7.5.003.10 Fixed In: 

Genesys Info Mart does not support Microsoft SQL Server instances and databases that are created with a case-sensitive collation. This limitation applies to the Staging Area and Info Mart databases, as well as to any other source database from which Genesys Info Mart will extract data. In SQL Server Enterprise Manager, the collation name is displayed on the General tab of the Database Properties dialog. Case sensitive collation names contain the characters CS. The collation scheme is set when the instance or database is created, and the scheme cannot be changed once it has been set. Because of interactions between the tempdb and model databases, and Genesys Info Mart or source system databases, the SQL Server instance itself cannot be created using a case-sensitive collation. (ER# 164393321)

Found In: 7.5.003.10 Fixed In: 

Genesys Info Mart does not support the population of Service Observing resources in interaction and interaction segment fact data. Contact center deployments that monitor Service Observing entities should filter this data from the Interaction Concentrator IDB by setting the configuration option observer-party to a value of 1 on each Interaction Concentrator application in Configuration Manager. For detailed information, see the Interaction Concentrator 7.6 Deployment Guide. (ER# 166785878)

Found In: 7.5.003.08 Fixed In: 

Genesys Info Mart will encounter a stack-overflow exception if the segment option in the Log section of the application object is set to a value of <number> hr, where <number> specifies the number of hours for the segment to stay open. (ER# 204613635)

Found In: 7.5.003.05 Fixed In: 

If the Java Virtual Machine (JVM) heap size that you specify in the gim_etl_server startup script is larger than what the available RAM on the machine can accommodate, an error similar to the following may result:

Error occurred during initialization of VM
Could not reserve enough space for object heap.
Could not create the Java virtual machine.

To correct this problem, use the -Xmx parameter of the gim_etl_server script to reduce the JVM heap size.

An outsized JVM heap may also cause the ETL jobs to fail, resulting in a related error similar to the following:

2007-09-22 01:00:32,332 WARN Thread-16939 55-20003 "Exception: java.lang.OutOfMemoryError: unable to create new native thread at java.lang.Thread.start0(Native Method) at java.lang.Thread.start(Thread.java:574)

This error occurs when you run the Genesys Info Mart Server with a larger JVM heap size than the machine can support. To correct this problem, use the -Xmx Java option to reduce the JVM heap size. For more information about how to set Java options, see the section "Installing the Genesys Info Mart Application" > "Modifying the Genesys Info Mart Default Arguments" in the Genesys Info Mart 7.6 Deployment Guide. (ER# 136728225)

Found In:  7.5.002.08 Fixed In: 

For deployment topologies that combine HA for Interaction Concentrator voice interaction data with multiple IDBs and require a Merge Staging Area database, an additional step is required to properly handle HA deduplication. Run the following SQL commands against the Interaction Concentrator schema in the Merge Staging Area database schema.

Note: Do not issue SQL commands while there are ETL jobs running.

(ER# 121883861)

Found In: 7.5.002.07 Fixed In: 7.6.006.15

In a Network Routing Solution (NRS), call flows that utilize re-route and pullback are represented as transfers in the INTERACTION_SEGMENT_FACT table. This means that the initiator of the re-route or pullback will have a TECHNICAL_RESULT that indicates Transferred, and the receiver of the re-route or pullback will have a RESOURCE_ROLE that indicates ReceivedTransfer.

Found In:  7.5.002.07 Fixed In: 

Genesys Info Mart cannot reliably populate the INTERACTION_SEGMENT_FACT table for NRS deployments that utilize network-attended transfers or conferences. Such calls contain special TEvents that Interaction Concentrator does not recognize.

Found In:  7.5.002.07 Fixed In: 

Genesys Info Mart's audit dimension supports the data collision flag for High Availability (HA) Call Concentrator (CCon) data sources only. It does not support this flag for High Availability Interaction Concentrator data sources.

Found In:  7.5.002.07 Fixed In: 

Due to limitations in Interaction Concentrator's and Genesys Info Mart's call recognition models, the Info Mart database does not always contain accurate information about Outbound Contact Solution (OCS)-related interactions. This is especially true if your OCS uses Active Switching Mode (ASM) dialing. You can prevent Genesys Info Mart 7.6 from storing OCS-related calls in the INTERACTION_SEGMENT_FACT and INTERACTION_FACT tables in the Info Mart database by setting the populate-ocs-ixns configuration option to FALSE. With this setting, Genesys Info Mart will not write data to the INTERACTION_SEGMENT_FACT or INTERACTION_FACT tables when Outbound Contact Solution 7.6 attaches the GSW_CALL_ATTEMPT_GUID key-value pair (KVP) to the outbound call. This setting also prevents Genesys Info Mart from populating some fields in the CONTACT_ATTEMPT_FACT table. See the sections describing both attached data and configuring options in the Genesys Info Mart 7.6 Deployment Guide for more information.

Found In:  7.5.002.07 Fixed In: 

High availability (HA) data extraction for Genesys Multimedia solution and Genesys Voice Platform Voice Application Reporter (GVP VAR) is not supported. For more information on HA, refer to the chapter about deployment planning in the Genesys Info Mart 7.6 Deployment Guide.

Found In:  7.5.002.07 Fixed In: 

In Outbound Preview mode, an agent who requests a preview record may actually make more than one attempt to contact that record, with the same GSW_CALL_ATTEMPT_GUID attached to each call. The call that is associated with the contact attempt will be the last call that was made. The INTERACTION_ID as well as the measurements for Talk, Hold, After Call Work, and Preview are all related to the last call made before the contact attempt was completed. When more than one call is made using the same GSW_CALL_ATTEMPT_GUID, the time between the agent's receipt of the preview record and the start of the last call with that GSW_CALL_ATTEMPT_GUID is counted as the preview duration. (ER# 124163758)

Found In:  7.5.002.07 Fixed In: 

In the Info Mart database, the following columns in the CONTACT_ATTEMPT_FACT table are not updated with late-arriving interaction data: CONTACT_DAILY_FROM_TIME, CONTACT_DAILY_UNTIL_TIME, CONTACT_IXN_START_TIME, CONTACT_WITHIN_DAILY_RANGE. Also, the ACW_COUNT and ACW_DURATION columns are not updated with late-arriving After Call Work data, if the interaction, After Call Work, and contact attempt data are processed in that order in different ETL cycles.

As a result, these columns in this table might not be accurate for reporting purposes. Depending on your call flows and time zones, you might choose to use the ID of the interaction from the CONTACT_ATTEMPT_FACT for the associated INTERACTION_FACT to retrieve associated interaction information. (ER# 115882912)

Found In:  7.5.002.07 Fixed In: 

If Local Control Agent (LCA) is set to run in 64-bit mode, then Solution Control Interface (SCI) cannot start Genesys Info Mart if the Genesys Info Mart application is configured with an Oracle Database Access Point (DAP). (ER# 109995681)

Found In:  7.5.002.07 Fixed In: 

Genesys Info Mart does not support moving the ICON_CFG role between IDBs. Once the ETL jobs run with the ICON_CFG role associated with one IDB, the ICON_CFG role cannot be changed to be associated with a different IDB. (ER# 109651711)

Found In:  7.5.002.07 Fixed In: 

A request from the Genesys Info Mart Administration Console to shutdown a specific running job may result in the job not stopping immediately. This can occur if the job is currently in the middle of a database query or update. The job cannot shut down until the database query or update has completed. If the job needs to be stopped immediately, then you must stop the Genesys Info Mart Server using SCI. This will immediately stop the Genesys Info Mart Server and all running jobs. (ER# 106282221)

Found In:  7.5.002.07 Fixed In: 

If a Tenant object is removed from Configuration Server, then Genesys Info Mart can no longer extract any remaining data belonging to that tenant. (ER# 72915766)

Found In:  7.5.002.07 Fixed In: 

Since network call parking devices are configured as routing point DNs on the network switch, Genesys Info Mart does not distinguish them from Network Routing Solution's (NRS) routing points. As a result, Genesys Info Mart populates state counts, state durations, and technical descriptor keys with values that represent network routing rather than network call parking. This behavior is reflected in the content of the Interaction Concentrator source data.

Found In:  7.5.002.07 Fixed In: 

When ETL jobs extract information from Microsoft SQL Server-based Stat Server or Interaction Concentrator data sources, there exists a possibility that the extract jobs could fail with an SQL Server deadlock error. This is due to the locking mechanism used internally by SQL Server to isolate different processes accessing the same database resource. If an extract job attempts to read a table at the same time the source system is writing to that same table, it may produce a deadlock which SQL Server resolves by terminating one of the processes.

The extract job log would contain an error similar to the following:

Your transaction process ID was deadlocked on {name} resource with another process and has been chosen as the deadlock victim. Rerun your transaction.

If this happens, the extract job needs to be restarted. No further recovery steps are needed. (ER# 46929761)

Found In:  7.2.000.15 Fixed In: 

Three Info Mart database views on aggregate data have names that are longer than 30 characters:

The name length may cause problems with some query tools. As an alternative, reference the equivalent views instead:

(ER# 39232526)

Found In:  7.2.000.13 Fixed In: 

Genesys Info Mart may not populate the exact same TALK_DURATION in the VOICE_SEG_FACT_EXT table for agents or places involved in a consultation call, even though both resources may have been in the connected state for the same duration. The actual time a single directory number (DN) spends in a Dialed state is not available in the IDB.

The algorithm Genesys Info Mart uses to calculate TALK_DURATION in consultation call scenarios is:

The total duration a DN was a participant in the consultation call minus
The total time a DN in the consultation call put the call on hold minus

either:

(ER# 96378288)

Found In:  7.0.200.21 Fixed In: 

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Discontinued Support

This section documents features that are no longer supported in this software. This cumulative list is in release-number order with the most recently discontinued features at the top of the list.


Beginning with Genesys Info Mart release 7.6, support for IBM DB2 version 9.1 is discontinued.

Discontinued As Of:  March 2015

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Internationalization

Information in this section is included for international customers.


There are no known internationalization issues for this product.


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Additional Information

Additional information on Genesys Telecommunications Laboratories, Inc. is available on our Customer Care website. The following documentation also contains information about this software. Please consult the Deployment Guide first.

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.

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