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is no longer an affiliate of Alcatel-Lucent; any indication of such affiliation within Genesys products or packaging is no longer applicable.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.
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.
Supported Operating Systems
New in This Release
Corrections and Modifications
This is a hot fix for this product. This release contains no new features or functionality. Refer to the Deployment Procedure for this release to deploy the installation package within your environment.
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.(GIM-9842)(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)
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:
Previously in this scenario, Job_TransformGIM logged an IR_CALL_FLOW_UNRECOGNIZED exception and discarded the voice interaction. (GIM-9803)
Supported Operating Systems
New in This Release
Corrections and Modifications
This is a hot fix for this product. This release contains no new features or functionality. Refer to the Deployment Procedure for this release to deploy the installation package within your environment.
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)
Supported Operating Systems
New in This Release
Corrections and Modifications
This is a hot fix for this product. This release contains no new features or functionality. Refer to the Deployment Procedure for this release to deploy the installation package within your environment.
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)
Supported Operating Systems
New in This Release
Corrections and Modifications
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.
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)
Supported Operating Systems
New in This Release
Corrections and Modifications
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.
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)
Supported Operating Systems
New in This Release
Corrections and Modifications
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.
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)
Supported Operating Systems
New in This Release
Corrections and Modifications
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.
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)
Supported Operating Systems
New in This Release
Corrections and Modifications
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.
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)
Supported Operating Systems
New in This Release
Corrections and Modifications
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.
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)
Supported Operating Systems
New in This Release
Corrections and Modifications
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.
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)
Supported Operating Systems
New in This Release
Corrections and Modifications
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.
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)
Supported Operating Systems
New in This Release
Corrections and Modifications
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.
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)
Supported Operating Systems
New in This Release
Corrections and Modifications
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.
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:
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)
Supported Operating Systems
New in This Release
Corrections and Modifications
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.
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)
Supported Operating Systems
New in This Release
Corrections and Modifications
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.
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)
Supported Operating Systems
New in This Release
Corrections and Modifications
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.
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:
states
and reasons
are being processed by Job_TransformGIM
in multiple chunks.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:
No Group
dimension key is now populated).No Group
dimension key is now populated).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)
Supported Operating Systems
New in This Release
Corrections and Modifications
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.
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:
INTERACTION_SEGMENT_FACT
row showing the agent initiating the consultation might have had a Technical Descriptor result of Abandoned
instead of Transferred
or Conferenced
.INTERACTION_RESOURCE_FACT
row(s) for the agent might have had a Technical Descriptor result of Completed
or Abandoned
instead of Transferred
or Conferenced
.INTERACTION_SEGMENT_FACT
and INTERACTION_RESOURCE_FACT
rows for the resource where the interaction was abandoned might have had a Technical Descriptor result of Abandoned
instead of CustomerAbandoned
.(ER# 275197417)
Job_TransformGIM
no longer intermittently discards Voice interactions that are partially merged in a Genesys Info Mart deployment topology where:
extract-partially-merged-interactions
configuration option is set to TRUE
.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)
Supported Operating Systems
New in This Release
Corrections and Modifications
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.
This release includes the following correction and modification:
Genesys Info Mart now correctly transforms interaction data in the following scenario:
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)
Supported Operating Systems
New in This Release
Corrections and Modifications
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.
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)
Supported Operating Systems
New in This Release
Corrections and Modifications
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.
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)
Supported Operating Systems
New in This Release
Corrections and Modifications
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.
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)
Supported Operating Systems
New in This Release
Corrections and Modifications
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.
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:
DT_RES_STATE_REASON_FACT
or SM_RES_STATE_REASON_FACT
tables.NULL
values in the RESOURCE_SESSION_FACT_KEY
column of the DT_RES_STATE_FACT
or DT_RES_STATE_REASON_FACT
tables.NULL
values in the SM_RES_SESSION_FACT_KEY
column of the SM_RES_STATE_FACT
or SM_RES_STATE_REASON_FACT
tables.DT_RES_STATE_FACT
or SM_RES_STATE_FACT
tables if the agent changed work modes during the final state.(ER# 269942436)
Supported Operating Systems
New in This Release
Corrections and Modifications
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.
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)
Supported Operating Systems
New in This Release
Corrections and Modifications
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:
Provides new disposition-based aggregates, AG2_OUT_V_IXN_AGENT_*
and AG2_OUT_V_IXN_AGENT_GRP_*
, from which you can build your own custom reports to measure agent and agent group handling of outbound and internal voice interactions based on key business attributes, such as customer segment, service type, and service subtype. A new configuration option enables this functionality:
populate-ixn-agent-out-aggregates
Section: gim-aggregates-tenant
Valid Values: TRUE, FALSE
Default Value: FALSE
Dependencies: populate-interaction-resource-facts = TRUE
, populate-interaction-resource-state-facts = TRUE
Changes Take Effect: At the next run of Job_LoadRecent
(for intraday aggregates) or Job_AggregateGIM
(for historical aggregates)
Enables or disables the population of any aggregate tables with outbound or internal agent interaction data. With the value of FALSE
, Genesys Info Mart does not populate outbound or internal agent interaction aggregates. With the value of TRUE
, the following aggregate tables are populated:
AG2_OUT_V_IXN_AGENT_*
AG2_OUT_V_IXN_AGENT_GRP_*
For more information, see the Genesys Info Mart 7.6 Deployment Guide.
Provides native support for the Windows Server 2008 64-bit and Red Hat Enterprise Linux AS 64-bit operating systems. For more information, see the Genesys Info Mart 7.6 Deployment Guide.
Detects when a source IDB has moved from one database or schema to another, logs new message 55-21003, and stops processing. This prevents Genesys Info Mart from re-extracting all available data from the IDB. In order to recover from this situation, you must contact Genesys Customer Care for instructions. For more information, see 'Managing Data Sources' in the Genesys Info Mart 7.6 Operations Guide.
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:
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.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:
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)
Supported Operating Systems
New in This Release
Corrections and Modifications
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.
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)
Supported Operating Systems
New in This Release
Corrections and Modifications
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:
Provides support for the Interaction Concentrator 7.6.1 and 8.0 capability to continue storing information about Multimedia interactions that are active when the Interaction Concentrator application is stopped and subsequently restarted. For information about data quality issues and the recommended procedure for restarting a Multimedia Interaction Concentrator to minimize data loss, see the Genesys Info Mart 7.6 Operations Guide. Two Interaction Concentrator application options enable this functionality:
calls-in-the-past
Section: callconcentrator
Valid Values: TRUE, FALSE
Recommended Value: TRUE
Dependencies: None
Changes Take Effect: Immediately
Enables reporting for Multimedia interactions that have started in the past. When set to TRUE
, ICON records data for Multimedia interactions that begin before ICON is restarted, while ICON is down, or while ICON is not connected to Interaction Server.
om-force-adata
Section: callconcentrator
Valid Values: TRUE, FALSE
Recommended Value: TRUE
Dependencies: calls-in-the-past
is set to TRUE
.
Changes Take Effect: Immediately
Specifies that ICON will store a UserData snapshot in the GM_F_USERDATA
table for interactions that started in the past (meaningful only if calls-in-the-past
is set to TRUE
). When set to TRUE
, ICON provides a snapshot of the attributes, usually only collected at the start of an interaction, even for an interaction that started in the past.
Note: The om-force-adata
option requires Interaction Concentrator release 7.6.100.23 or higher.
Provides support for the Interaction Concentrator 8.0 capability to properly handle key-value pair (KVP) user data that is updated by a routing strategy or agent after the party's association with the interaction has been terminated (for example—the call was transferred). For more information, see the section about user data postprocessing in the Interaction Concentrator 8.0 User's Guide.
Provides support for Oracle 10g R2 RAC and 11g R1. For more information, see the Genesys Info Mart 7.6 Deployment Guide.
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)
Supported Operating Systems
New in This Release
Corrections and Modifications
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.
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)
Supported Operating Systems
New in This Release
Corrections and Modifications
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.
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)
Supported Operating Systems
New in This Release
Corrections and Modifications
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:
The capability to map more than one Outbound Contact Server (OCS) Record Field to
each RECORD_FIELD_*
column in CONTACT_ATTEMPT_FACT,
RECORD_FIELD_GROUP_1,
or RECORD_FIELD_GROUP_2.
Previously, only one
OCS Record Field could be mapped to each RECORD_FIELD_*
column.
This capability is useful for deployments that have many calling lists
with different record fields. Reports can use the CALLING_LIST
dimension to determine which OCS Record Fields are stored in each
RECORD_FIELD_*
column. (ER# 255149464)
The capability, when deployed on an Oracle database, to store
the full range of NUMBER(10)
values in USER_DATA_6
through
USER_DATA_10
in INTERACTION_SEGMENT_FACT
and
INTERACTION_RESOURCE_FACT.
Previously, only values less than or equal
to 2147483647
could be stored. (ER# 249450781)
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)
Supported Operating Systems
New in This Release
Corrections and Modifications
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.
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)
Supported Operating Systems
New in This Release
Corrections and Modifications
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:
Provides the following new AG2_INB_V_QUEUE_*
and AG2_INB_V_QUEUE_GRP_*
aggregates:
TOTAL_TIME_TO_DISTRIB_DURATION
– The total amount of time, in seconds, that customers waited before their calls were distributed from the ACD or virtual queue (or queue group). Duration starts when an inbound interaction enters the ACD or virtual queue and ends when the interaction is distributed from the ACD or virtual queue. This duration does not include the duration of the target resource, such as a subsequent queue, or agent's DN.
MAX_TIME_TO_DISTRIB_DURATION
– The maximum amount of time, in seconds, that a customer waited before their call was distributed from the ACD or virtual queue (or queue group). Duration starts when an inbound interaction enters the ACD or virtual queue and ends when the interaction is distributed from the ACD or virtual queue. This duration does not include the duration of the target resource, such as a subsequent queue, or agent's DN.
TOTAL_TIME_TO_DIVERT_DUARTION
– The total amount of time, in seconds, that customers waited before their calls were cleared from the virtual queue (or queue group). Duration starts when an inbound interaction enters the virtual queue and ends when the interaction is cleared from the virtual queue.
MAX_TIME_TO_DIVERT_DURATION
– The maximum amount of time, in seconds, that a customer waited before their call was cleared from the virtual queue (or queue group). Duration starts when an inbound interaction enters the virtual queue and ends when the interaction is cleared from the virtual queue.
Provides you the option to maintain database table statistics for fact tables in the Info Mart database on your own, or to continue letting Genesys Info Mart maintain them as needed by the ETL. New Genesys Info Mart application options have been added to support this new capability:
run-intraday-fact-table-stats
Section: gim-tuning
Valid Values: TRUE, FALSE
Default Value: TRUE
Dependencies: None
Changes Take Effect: Immediately
Controls whether the ETL will attempt to update database table statistics for intraday fact tables. A value of TRUE
is consistent with the behavior of prior releases. A value of FALSE
will prevent the ETL from attempting to update statistics.
run-historical-fact-table-stats
Section: gim-tuning
Valid Values: TRUE, FALSE
Default Value: TRUE
Dependencies: None
Changes Take Effect: Immediately
Controls whether the ETL will attempt to update database table statistics for historical fact tables. A value of TRUE
is consistent with the behavior of prior releases. A value of FALSE
will prevent the ETL from attempting to update statistics.
A new Genesys Info Mart Application option has been added to control the estimate percent
parameter of the Oracle DBMS_STATS.GATHER_TABLE_STATS
call. This parameter has no effect when using other RDBMS platforms besides Oracle.
oracle-stats-estimate-percent
Section: gim-tuning
Valid Values: 1 - 100
Default Value: 20
Dependencies: None
Changes Take Effect: Immediately
Specifies the value to supply for estimate percent
parameter when updating table statistics on an Oracle database.
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)
Supported Operating Systems
New in This Release
Corrections and Modifications
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.
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)
Supported Operating Systems
New in This Release
Corrections and Modifications
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:
Provides high availability (HA) data extraction of OCS details, which are extracted from an IDB that is populated by Interaction Concentrator release 8.0 and has been configured appropriately. Interaction Concentrator release 8.0.000.27 is the minimum release of Interaction Concentrator 8.0 that is required to support this functionality.
Enables automatic retry of any failed job or Genesys Info Mart Server exception by using a configured number of retries with a configurable delay between retries.
Two new configuration options, job-retry-count
and job-retry-wait
enable this functionality. For more information about the job-retry-count
and job-retry-wait
configuration options, see the Genesys Info Mart 7.6
Deployment Guide.
Provides support for the automated re-run of Job_ExtractICON
for
ICON_CFG
role and Job_TransformGIM
when Job_TransformGIM
fails after
encountering an unresolved reference to a configuration object.
Provides support for extracting voice interaction data from topologies in which not all T-Servers or IVR Servers that are involved in the call flow are monitored by ICON. This feature enables Info Mart to provide reporting data in the following types of environments:
A new configuration option, extract-partially-merged-interactions
,
enables this functionality. For more information about the
extract-partially-merged-interactions
configuration option,
see the Genesys Info Mart 7.6
Deployment Guide.
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)
Supported Operating Systems
New in This Release
Corrections and Modifications
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.
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:
Job_ExtractICON
for role=ICON_CFG
failed after logging the following message:
2010-01-26 10:31:03,859 WARN Thread-965 55-20000 "Multiple ICON applications are writing configuration data to the same IDB which is not supported. DAP DAP_GIM_ICON_CFG1 contains multiple rows in cfg.G_PROV_CONTROL for ICON role cfg.
Job_ExtractICON
for role=ICON_MM
failed after logging a message similar to the following:
2010-03-16 12:24:00,678 WARN Thread-25324 55-23000 "database error. Exception: ' (entityName=StgGAgentStateHistory,
writeType=1, cnt=3220): org.hibernate.exception.ConstraintViolationException:
could not insert: [com.genesyslab.gim.etl.stage.db.StgGAgentStateHistory] 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 (STG.PK_STG_G_AGENT_STATE_HISTORY) violated
Job_ExtractICON
for other roles, such as ICON_CORE,
did not extract some IDB tables, resulting in a loss of reporting data. In this case, Job_ExtractICON
completed successfully, and no specific message was logged. However, Job_TransformGIM
might have logged messages indicating transformation errors, such as the following:
2010-03-17 17:14:27,917 INFO Thread-478 55-34204 "Job method Missing
Critical Icon Data for IR = 00CDK25LUSDE98S119HG9J5AES5H3KNU Table = G_IR Reason = IR_CALL_FLOW_UNRECOGNIZED
ignoring source row with bad data during transformation: {1}.
(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)
Supported Operating Systems
New in This Release
Corrections and Modifications
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.
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:
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)
Supported Operating Systems
New in This Release
Corrections and Modifications
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.
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)
Supported Operating Systems
New in This Release
Corrections and Modifications
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.
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:
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)
Supported Operating Systems
New in This Release
Corrections and Modifications
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.
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)
Supported Operating Systems
New in This Release
Corrections and Modifications
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.
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)
Supported Operating Systems
New in This Release
Corrections and Modifications
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:
To improve ETL and Administration Console performance, a new configuration option, days-to-keep-stg-history,
provides an optional mechanism for purging from the Staging Area database the historical information about steps that the ETL has performed related to job execution, source data extraction, target table loading, table purging, and data aggregation.
Option Name: days-to-keep-stg-history
Section: gim-etl
Default Value: 0
Valid Values: 0, 60-3700
Dependencies: None
Changes Take Effect: At the next run of Job_MaintainGIM
.
Specifies the number of days to keep historical information in the Staging Area database about steps that the ETL has performed related to job execution, source data extraction, target table loading, table purging, and data aggregation.
A value of 0
means that the data should be kept indefinitely.
The time range of data that is aggregated in a single database transaction by Job_LoadRecent
and Job_AggregateGIM
aggregation queries can now be specified in hours. The value HOURS
can be specified in the aggregate-time-range-units
configuration option on the gim-etl
section of the Genesys Info Mart Application
object's Options
tab.
Genesys Info Mart no longer allows you to extract Voice details from just one DAP if multi-IDB merge is configured. Starting the extract job from the Administration Console now extracts Voice details from all configured DAPs even when you request to extract from a specific DAP. This ensures that Job_TransformGIM
transforms Voice details extracted from all configured DAPs, and not just from a subset of DAPs. (ER# 179645988)
To improve the performance of the interval-based aggregation queries used to populate data for the Interaction-Agent Interval and Agent-State Interval aggregates, a new configuration option has been added to control the time-span to consider when matching facts between fact tables in an interval-based aggregation query.
Option Name: interval-aggregates-fact-time-window
Section: gim-aggregates-tenant
Default Value: 7
Valid Values: 1-7
Dependencies: None
Changes Take Effect: The next time the aggregation process starts and at least one interval aggregate is enabled in the gim-aggregates-tenant
section.
One example where this value would be used is in finding the agent state prior to accepting an inbound voice interaction. The aggregate SQL looks for an agent state that was active prior to the call. The SQL will qualify a state that started less than the value of interval-aggregates-fact-time-window
before the call. If the value is set to 7 days, then the matching agent state would be found as long as that state did not start more than 7 days ago. In practice, agents are not typically in a single continuous state for more than 7 days before taking a call. Considering a 7 day range of agent states may cause performance problems in the interval aggregation queries. Depending on the customer environment, a value of less than 7 days can still produce correct aggregates while lessening the performance impact. (ER# 237991951)
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:
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)
Supported Operating Systems
New in This Release
Corrections and Modifications
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.
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)
Supported Operating Systems
New in This Release
Corrections and Modifications
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.
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)
Supported Operating Systems
New in This Release
Corrections and Modifications
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.
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:
DIVERTED (UNSPECIFIED).
For INTERACTION_SEGMENT_FACT,
dissuaded calls will also have LAST_SEGMENT=1.
ABANDONED (UNSPECIFIED)
, or, if show-abandoned-detail = TRUE,
CUSTOMERABANDONED (ABANDONEDWHILEQUEUED).
(ER# 228161491)
Supported Operating Systems
New in This Release
Corrections and Modifications
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:
Improves ETL performance for large-scale inbound voice contact centers, primarily by running several steps in parallel, rather than sequentially. Improvement in ETL performance was observed during testing in large-scale deployments using Oracle 10 and running the ETL on either Solaris 10 or Windows 2003.
Several new configuration options in a new configuration section, [gim-tuning],
enable these performance improvements. You should implement
these improvements only if the servers and databases that the ETL uses
have sufficient processing power and resources.
Provides support for native 64-bit Solaris 10. Previously, Genesys Info Mart supported 64-bit Solaris 10 only in 32-bit compatibility mode, and this limited Genesys Info Mart scalability because it could use only 3.5 GB of memory. Operating in native 64-bit mode removes this constraint.
Provides support for native 64-bit Windows 2003. Previously, Genesys Info Mart supported 64-bit Windows 2003 only in 32-bit compatibility mode, and this limited Genesys Info Mart scalability because it could use only 1.4 GB of memory. Operating in native 64-bit mode removes this constraint.
Provides the option to allow the ETL to automatically ignore unresolved
references to configuration objects, rather than require the user to manually
run the failed ETL job from the Administration Console with the
-ignoreMissingConfigObjs
parameter.
A new configuration option, ignore-missing-config-objs,
supports this
optional functionality.
Provides the option not to store Interaction Segment Fact data for voice media. This feature is for deployments where reports can be created from Interaction Resource Fact data for voice media. Disabling the storage of Interaction Segment Fact data can improve ETL performance.
A new configuration option, populate-voice-ixn-seg-facts,
supports this
optional functionality.
Provides the option to create a separate Interaction Resource Fact row to represent voice agents and self-service IVR ports that initiate consultations.
A new configuration option,
populate-voice-init-consult-in-irf,
supports this optional functionality.
If this option is not enabled,
information about initiated consultations continues to be embedded within
the Interaction Resource Fact row that represents the original interaction
that was offered to the agent or self-service IVR port.
Modifies existing functionality to enable the purging of fact data from Info
Mart that is only three days old. Previously, fact data had to be at least 30
days old before it was eligible to be purged. The minimum valid value for
the days-to-keep-gim-facts
and days-to-keep-dt-resource-activity
configuration options is now 3
(days).
Provides the option to limit how far back in time the aggregation
processing in Job_LoadRecent
and Job_AggregateGIM
will go when
considering newly loaded, late-arriving facts. Previously, it was not
possible to set a limit, and all late-arriving facts would be reaggregated.
Extensive reaggregation can result in excessive run times for
Job_LoadRecent
and Job_AggregateGIM
, particularly when contact center
agents forget to log off, and therefore stay in the same state for many days,
or when Interaction Concentrator (ICON) restarts and creates login
sessions for agents that have been logged in for many days.
A new configuration option, max-late-arriving-fact-time-limit,
enables
this functionality.
Modifies a number of aggregation log event messages to include tenant information.
For example—information message 55-32002
has been changed from
"Aggregation - aggregation complete for table [name]"
to "Aggregation
- aggregation complete for table [name] and tenant [name]."
Provides SQL scripts to facilitate upgrade of the Info Mart, Staging Area, and Merge Staging Area schemas from a previous maintenance release of Genesys Info Mart 7.6.
Note: For additional information about the new configuration options, see the Genesys Info Mart 7.6 Deployment Guide.
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)
Supported Operating Systems
New in This Release
Corrections and Modifications
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.
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)
Supported Operating Systems
New in This Release
Corrections and Modifications
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:
Provides enhanced support for reporting tools such as Genesys Interactive Insights (GI2) to report on the following:
short-talk-threshold,
enables you to specify the maximum duration of a call that is
considered short. For links to more information about the new
configuration option, see the "Document Change History" section of the Genesys Info Mart 7.6 Deployment Guide.The following database schema changes support the enhanced reporting functionality:
TOTAL_SHORT_TALK_COUNT,
TOTAL_RONA_COUNT,
and
TOTAL_ABANDONED_RINGING_COUNT
columns have been added to the
AG2_INB_V_IXN_AGENT_*
and AG2_INB_V_IXN_AGENT_GRP_*
tables.INTERACTION_DESCRIPTOR_KEY
column has been added to the AG2_INB_V_AGENT_QUEUE_*
tables. The descriptions of the various _COUNT
and _DURATION
columns in the table have been modified to indicate that they now apply to interactions where the applicable business attribute was assigned. TOTAL_ENTERED_OBJ_COUNT
column has been added to the AG2_INB_V_IXN_ID_*
tables.TOTAL_ANSWERED_COUNT
column has been added to the AG2_INB_V_I_IXN_AGENT_*
tables.
Improves ETL performance by enabling you to specify the frequency with
which the intraday aggregation portion of Job_LoadRecent
will run. In high-volume deployments, a short ETL cycle improves performance by keeping data sizes reasonable. However, the short cycle can result in repeated re-aggregation of overlapping time ranges, and this degrades the performance of intraday aggregation. Running intraday aggregation less frequently than Job_LoadRecent
enables you to achieve a better balance between the two processes. A new configuration option, intraday-aggregates-frequency,
supports this optional functionality. For links to more information about the new configuration option, see the "Document Change History" section of the Genesys Info Mart 7.6 Deployment Guide.
Supports a new Technical Descriptor combination that enables Genesys Info Mart to recognize and properly report the scenario when an agent pulls a multimedia interaction from a strategy. For links to more information, see the "Document Change History" section of the Genesys Info Mart 7.6 User's Guide.
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"
(ER# 226807955)
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)
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)
Supported Operating Systems
New in This Release
Corrections and Modifications
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.
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)
Supported Operating Systems
New in This Release
Corrections and Modifications
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.
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)
Supported Operating Systems
New in This Release
Corrections and Modifications
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.
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)
Supported Operating Systems
New in This Release
Corrections and Modifications
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.
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:
(ER# 222990059)
Supported Operating Systems
New in This Release
Corrections and Modifications
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.
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)
Supported Operating Systems
New in This Release
Corrections and Modifications
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.
This release also includes the following corrections and modifications:
Genesys Info Mart now correctly transforms interaction data in the following scenario:
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:
Job_LoadRecent
).(ER# 222207851)
Supported Operating Systems
New in This Release
Corrections and Modifications
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.
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. Three new configuration options support this feature:
extract-user-event-data
user-event-data-timeout
user-event-data
Note: This feature requires Interaction Concentrator 7.6.100.14 or higher.
Provides the ability, at your option, to include the last five minutes of extracted voice agent activity data when transforming data in a simple contact center environment. This functionality improves the accuracy of agent reports for a given business day in a contact center that operates fewer than 24 hours a day. A new configuration option enables this feature:
complex-voice-agent-env
Refer to the Genesys Info Mart 7.6 Deployment Guide for more information about how to deploy these new features.
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)
Supported Operating Systems
New in This Release
Corrections and Modifications
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.
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)
Supported Operating Systems
New in This Release
Corrections and Modifications
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.
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)
Supported Operating Systems
New in This Release
Corrections and Modifications
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.
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)
Supported Operating Systems
New in This Release
Corrections and Modifications
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.
A new configuration option, days-to-keep-stg-icon-call-info
, has been added to the gim-etl
section. This option determines the minimum amount of time to retain interaction-related information that might be needed by other fact tables in STG_ICON_CALL_INFO
in future ETL cycles.
days-to-keep-stg-icon-call-info
Default Value: 5
Valid Values: 3—14
Dependencies: None
This option determines the minimum number of days that the ETL retains information used to blend interaction information with other fact tables.
The ETL retains this information to allow data from interaction related fact tables to be used to populate data in other fact tables, such as when voice interaction-related data is used to populate fields in CONTACT_ATTEMPT_FACT
(like INTERACTION_ID, TALK_DURATION, HOLD_DURATION, ACW_DURATION, RESOURCE_KEY
). In this particular example, a network or RDBMS outage could cause the OCS data used to populate CONTACT_ATTEMPT_FACT
to be unavailable to extract from an IDB at the same time the voice interaction data was available to extract from an IDB. Data is kept in this Staging Area table to allow interaction-related data to be populated in non-interaction-related fact tables that may have been processed in different ETL cycles. If the data that is saved for a later transformation cycle is not used, this option affects how long it will be remembered, which in turn can affect the size of the table. (ER# 214418351, 214324940)
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:
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:
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:
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:
GSYS_SYSID
, GSYS_SEQ
and GSYS_USEQ
of the violating object.
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)
Supported Operating Systems
New in This Release
Corrections and Modifications
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.
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)
Supported Operating Systems
New in This Release
Corrections and Modifications
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.
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)
Supported Operating Systems
New in This Release
Corrections and Modifications
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.
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)
Supported Operating Systems
New in This Release
Corrections and Modifications
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.
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)
Supported Operating Systems
New in This Release
Corrections and Modifications
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.
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:
INTERACTION_RESOURCE_FACT
R_INTERACTION_RESOURCE_FACT
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)
Supported Operating Systems
New in This Release
Corrections and Modifications
There are no restrictions for this release. This section describes new features that were introduced in the initial 7.6 release of Genesys 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.
Extracts voice agent state and reason details from Interaction Database (IDB), instead of from Stat Server. New Info Mart fact tables store details about states, reasons, and do-not-disturb (DND) modes for voice and Multimedia.
Note: For backward compatibility with deployments of earlier Genesys Info Mart releases only, Genesys Info Mart continues to provide data extraction of voice agent state and reason details from Stat Server database.
Provides high availability (HA) data extraction for voice agent login session, state, state reason, and DND mode details, which are extracted from an IDB that is populated by Interaction Concentrator (ICON) release 7.6, configured according to the procedures in the "Preparing Interaction Concentrator" section of the Genesys Info Mart 7.6 Deployment Guide. (T-Server release 7.6 is required.)
Loads Open Media interaction and agent activity details from an IDB into
the Info Mart database, in an environment with release 7.6 of Interaction
Concentrator and Interaction Server. (Open Media refers to a custom
media channel that is supported on top of Genesys Multimedia. The
Workitem
media type is an example of Open Media.)
Loads active Multimedia virtual queue details into the Info Mart database and links virtual queue details to their corresponding target Multimedia interaction segment details.
Provides HA data extraction for contact center configuration history details, which are extracted from IDBs that are populated by Interaction Concentrator release 7.6.
Extracts data from IDB following the use of the Interaction Concentrator feature for resynchronization of configuration data.
Provides data-quality improvements in HA data extraction for voice interaction details by comparing voice interaction data between the IDBs that constitute the HA pair.
Provides detailed reasons for interactions that are cleared from a virtual queue, such as:
Note: The support for all five clearance scenarios requires an environment with Universal Routing Server release 7.6 and Interaction Concentrator release 7.6 configured according to the procedures in the "Preparing Interaction Concentrator" section of the Genesys Info Mart 7.6 Deployment Guide. In addition, the fifth clearance scenario requires Interaction Server 7.6 to report when a Multimedia interaction is cleared from a virtual queue or pulled from a routing strategy because it was not routed within the timeout configured for routing in Interaction Server.
Provides uninterrupted durations for After Call Work (ACW) (for voice only) and Not Ready states, when interactions are initiated or received while in these states, in an environment with Interaction Concentrator release 7.6 that has been configured according to the procedures in the "Preparing Interaction Concentrator" section of the Genesys Info Mart 7.6 Deployment Guide.
Note: For voice, the fact tables newly introduced in release 7.6 contain the data for this feature; the data is not available in the legacy fact tables that are implemented in previous releases.
Provides data to calculate the number of interactions that are initiated or received while the agent is in ACW (voice only) or Not Ready states, in an environment with Interaction Concentrator release 7.6 configured according to the procedures in the "Preparing Interaction Concentrator" section of the Genesys Info Mart 7.6 Deployment Guide.
Note: For voice, the fact tables newly introduced in release 7.6 contain the data for this feature; the data is not available in the legacy fact tables that are implemented in previous releases.
Associates ACW with the ACD or routed call, instead of with a consultation call, for the case where the consultation call outlasts the original inbound customer call, in an environment with Interaction Concentrator release 7.6 configured according to the procedures in the "Preparing Interaction Concentrator" section of the Genesys Info Mart 7.6 Deployment Guide.
Provides data to measure agent-to-agent consult talk duration, even if the consultation included an Interactive Voice Response (IVR) application or voice treatment port before the target agent answered the consultation.
Note: The fact tables newly introduced in release 7.6 contain the data for this feature; the data is not available in the legacy fact tables implemented in previous releases.
Provides a set of new agent and interaction summary tables which facilitate aggregation for agent state and inbound voice interaction reporting.
Provides several new interval-based and disposition-based aggregates, for use with either Genesys Interactive Insights (GI2) or your own custom reports.
Provides configurable control of transaction sizes for loading, aggregating, and purging data in the Info Mart database. This functionality provides improved capability for customers to control the database resources required to run the ETL jobs.
Provides a new ETL job, Job_MigrateGIM
, to migrate the data from the
Staging Area and Info Mart databases of release 7.5 to release 7.6.
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)
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:
delete from G_IR where mergestate = 3 and terminated_ts is null; commit;
begin transaction go delete from G_IR where mergestate = 3 and terminated_ts is null go commit go
Note: Do not issue SQL commands while there are ETL jobs running.
(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:
GMT_ENTERPRISE_DATE_KEY, GMT_TENANT_DATE_KEY, GMT_TIME_OF_DAY_KEY
STD_ENTERPRISE_DATE_KEY, STD_ENTERPRISE_TIME_OF_DAY_KEY, STD_TENANT_DATE_KEY, STD_TENANT_TIME_OF_DAY_KEY
STD_TENANT_START_DATE_TIME_KEY, STD_TENANT_END_DATE_TIME_KEY
GMT_START_TIME, GMT_END_TIME
STD_ENTERPRISE_START_TIME, STD_ENTERPRISE_END_TIME, STD_TENANT_START_TIME, STD_TENANT_END_TIME
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:
GIM_ETL_JOB_FAILED (20043)
GIM_ETL_MISSING_REQ_CFG_OBJ (20069)
GIM_ETL_MISSING_REQ_CFG_OBJN (20070)
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:
Job_LoadRecent
fails.Job_ExtractICON
completes.Job_TransformGIM
is not started.Job_LoadRecent
completes (failure was corrected).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:
Job_MigrateGIM
runs—disable automatic aggregation, by setting run-aggregates=FALSE.
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. 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. 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.
create index IDX_IRF_SMRS on INTERACTION_RESOURCE_FACT ( RES_PREVIOUS_SM_STATE_FACT_KEY ASC, STD_TENANT_START_DATE_TIME_KEY ASC, MEDIA_TYPE_KEY ASC, RESOURCE_KEY ASC ); create index IDX_RIRF_SMRS on R_INTERACTION_RESOURCE_FACT ( RES_PREVIOUS_SM_STATE_FACT_KEY ASC, STD_TENANT_START_DATE_TIME_KEY ASC, MEDIA_TYPE_KEY ASC, RESOURCE_KEY ASC );
create index IDX_IRF_SMRS on INTERACTION_RESOURCE_FACT ( RES_PREVIOUS_SM_STATE_FACT_KEY ASC, STD_TENANT_START_DATE_TIME_KEY ASC, MEDIA_TYPE_KEY ASC, RESOURCE_KEY ASC ) go create index IDX_RIRF_SMRS on R_INTERACTION_RESOURCE_FACT ( RES_PREVIOUS_SM_STATE_FACT_KEY ASC, STD_TENANT_START_DATE_TIME_KEY ASC, MEDIA_TYPE_KEY ASC, RESOURCE_KEY ASC ) go
(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:
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:
If using Oracle 10g, first unlock the statistics. Use the following commands:
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;
Then delete the current statistics and generate new ones. Use the following commands:
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;
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:
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.
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:
If using Oracle 10g, first unlock the statistics. Use the following commands:
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;
Then delete the current statistics and generate new ones. Use the following commands:
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;
If using Oracle 10g, lock the statistics so that they are not replaced by statistics run at the wrong time. Use the following commands:
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:
INTERACTION_RESOURCE_FACT
R_INTERACTION_RESOURCE_FACT
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.
CREATE INDEX IDX_IRF_DTM ON INTERACTION_RESOURCE_FACT ( MEDIATION_START_DATE_TIME_KEY ASC ); CREATE INDEX IDX_RIRF_DTM ON R_INTERACTION_RESOURCE_FACT ( MEDIATION_START_DATE_TIME_KEY ASC );
CREATE INDEX IDX_IRF_DTM ON INTERACTION_RESOURCE_FACT ( MEDIATION_START_DATE_TIME_KEY ASC ) go CREATE INDEX IDX_RIRF_DTM ON R_INTERACTION_RESOURCE_FACT ( MEDIATION_START_DATE_TIME_KEY ASC ) go
(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:
alter table AG2_INB_V_QUEUE_ABN_DAY DROP constraint PK_AG2_INB_V_QUEUE_ABN_DAY ; alter table AG2_INB_V_QUEUE_ABN_HOUR DROP constraint PK_AG2_INB_V_QUEUE_ABN_HOUR ; alter table AG2_INB_V_QUEUE_ABN_MONTH DROP constraint PK_AG2_INB_V_QUEUE_ABN_MONTH ; alter table AG2_INB_V_QUEUE_ANS_DAY DROP constraint PK_AG2_INB_V_QUEUE_ANS_DAY ; alter table AG2_INB_V_QUEUE_ANS_HOUR DROP constraint PK_AG2_INB_V_QUEUE_ANS_HOUR ; alter table AG2_INB_V_QUEUE_ANS_MONTH DROP constraint PK_AG2_INB_V_QUEUE_ANS_MONTH ; alter table AG2_INB_V_QUEUE_ABN_DAY ADD constraint PK_AG2_INB_V_QUEUE_ABN_DAY primary key (STD_TENANT_DATE_TIME_KEY, TENANT_KEY, RESOURCE_KEY, GROUP_COMBINATION_KEY,TIME_RANGE_KEY); alter table AG2_INB_V_QUEUE_ABN_HOUR ADD constraint PK_AG2_INB_V_QUEUE_ABN_HOUR primary key (STD_TENANT_DATE_TIME_KEY, TENANT_KEY, RESOURCE_KEY, GROUP_COMBINATION_KEY,TIME_RANGE_KEY); alter table AG2_INB_V_QUEUE_ABN_MONTH ADD constraint PK_AG2_INB_V_QUEUE_ABN_MONTH primary key (STD_TENANT_DATE_TIME_KEY, TENANT_KEY, RESOURCE_KEY, GROUP_COMBINATION_KEY,TIME_RANGE_KEY); alter table AG2_INB_V_QUEUE_ANS_DAY ADD constraint PK_AG2_INB_V_QUEUE_ANS_DAY primary key (STD_TENANT_DATE_TIME_KEY, TENANT_KEY, RESOURCE_KEY, GROUP_COMBINATION_KEY,TIME_RANGE_KEY); alter table AG2_INB_V_QUEUE_ANS_HOUR ADD constraint PK_AG2_INB_V_QUEUE_ANS_HOUR primary key (STD_TENANT_DATE_TIME_KEY, TENANT_KEY, RESOURCE_KEY, GROUP_COMBINATION_KEY,TIME_RANGE_KEY); alter table AG2_INB_V_QUEUE_ANS_MONTH ADD constraint PK_AG2_INB_V_QUEUE_ANS_MONTH primary key (STD_TENANT_DATE_TIME_KEY, TENANT_KEY, RESOURCE_KEY, GROUP_COMBINATION_KEY,TIME_RANGE_KEY);
alter table AG2_INB_V_QUEUE_ABN_DAY DROP constraint PK_AG2_INB_V_QUEUE_ABN_DAY go alter table AG2_INB_V_QUEUE_ABN_HOUR DROP constraint PK_AG2_INB_V_QUEUE_ABN_HOUR go alter table AG2_INB_V_QUEUE_ABN_MONTH DROP constraint PK_AG2_INB_V_QUEUE_ABN_MONTH go alter table AG2_INB_V_QUEUE_ANS_DAY DROP constraint PK_AG2_INB_V_QUEUE_ANS_DAY go alter table AG2_INB_V_QUEUE_ANS_HOUR DROP constraint PK_AG2_INB_V_QUEUE_ANS_HOUR go alter table AG2_INB_V_QUEUE_ANS_MONTH DROP constraint PK_AG2_INB_V_QUEUE_ANS_MONTH go alter table AG2_INB_V_QUEUE_ABN_DAY ADD constraint PK_AG2_INB_V_QUEUE_ABN_DAY primary key (STD_TENANT_DATE_TIME_KEY, TENANT_KEY, RESOURCE_KEY, GROUP_COMBINATION_KEY, TIME_RANGE_KEY) go alter table AG2_INB_V_QUEUE_ABN_HOUR ADD constraint PK_AG2_INB_V_QUEUE_ABN_HOUR primary key (STD_TENANT_DATE_TIME_KEY, TENANT_KEY, RESOURCE_KEY, GROUP_COMBINATION_KEY, TIME_RANGE_KEY) go alter table AG2_INB_V_QUEUE_ABN_MONTH ADD constraint PK_AG2_INB_V_QUEUE_ABN_MONTH primary key (STD_TENANT_DATE_TIME_KEY, TENANT_KEY, RESOURCE_KEY, GROUP_COMBINATION_KEY, TIME_RANGE_KEY) go alter table AG2_INB_V_QUEUE_ANS_DAY ADD constraint PK_AG2_INB_V_QUEUE_ANS_DAY primary key (STD_TENANT_DATE_TIME_KEY, TENANT_KEY, RESOURCE_KEY, GROUP_COMBINATION_KEY, TIME_RANGE_KEY) go alter table AG2_INB_V_QUEUE_ANS_HOUR ADD constraint PK_AG2_INB_V_QUEUE_ANS_HOUR primary key (STD_TENANT_DATE_TIME_KEY, TENANT_KEY, RESOURCE_KEY, GROUP_COMBINATION_KEY, TIME_RANGE_KEY) go alter table AG2_INB_V_QUEUE_ANS_MONTH ADD constraint PK_AG2_INB_V_QUEUE_ANS_MONTH primary key (STD_TENANT_DATE_TIME_KEY, TENANT_KEY, RESOURCE_KEY, GROUP_COMBINATION_KEY, TIME_RANGE_KEY) go
alter table AG2_INB_V_QUEUE_ABN_DAY DROP constraint "P_Key_1" ; alter table AG2_INB_V_QUEUE_ABN_HOUR DROP constraint "P_Key_1" ; alter table AG2_INB_V_QUEUE_ABN_MONTH DROP constraint "P_Key_1" ; alter table AG2_INB_V_QUEUE_ANS_DAY DROP constraint "P_Key_1" ; alter table AG2_INB_V_QUEUE_ANS_HOUR DROP constraint "P_Key_1" ; alter table AG2_INB_V_QUEUE_ANS_MONTH DROP constraint "P_Key_1" ; alter table AG2_INB_V_QUEUE_ABN_DAY ADD constraint "P_Key_1" primary key (STD_TENANT_DATE_TIME_KEY, TENANT_KEY, RESOURCE_KEY, GROUP_COMBINATION_KEY, TIME_RANGE_KEY); alter table AG2_INB_V_QUEUE_ABN_HOUR ADD constraint "P_Key_1" primary key (STD_TENANT_DATE_TIME_KEY, TENANT_KEY, RESOURCE_KEY, GROUP_COMBINATION_KEY, TIME_RANGE_KEY); alter table AG2_INB_V_QUEUE_ABN_MONTH ADD constraint "P_Key_1" primary key (STD_TENANT_DATE_TIME_KEY, TENANT_KEY, RESOURCE_KEY, GROUP_COMBINATION_KEY, TIME_RANGE_KEY); alter table AG2_INB_V_QUEUE_ANS_DAY ADD constraint "P_Key_1" primary key (STD_TENANT_DATE_TIME_KEY, TENANT_KEY, RESOURCE_KEY, GROUP_COMBINATION_KEY, TIME_RANGE_KEY); alter table AG2_INB_V_QUEUE_ANS_HOUR ADD constraint "P_Key_1" primary key (STD_TENANT_DATE_TIME_KEY, TENANT_KEY, RESOURCE_KEY, GROUP_COMBINATION_KEY, TIME_RANGE_KEY); alter table AG2_INB_V_QUEUE_ANS_MONTH ADD constraint "P_Key_1" primary key (STD_TENANT_DATE_TIME_KEY, TENANT_KEY, RESOURCE_KEY, GROUP_COMBINATION_KEY, TIME_RANGE_KEY);
(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
.
UPDATE STG_ACTIVE_RESOURCE_SESS_FACT SET ICON_STATE = 1; COMMIT;
BEGIN TRANSACTION go UPDATE STG_ACTIVE_RESOURCE_SESS_FACT SET ICON_STATE = 1 go COMMIT go
(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.
create index IDX_IR1_DB on STG_IR_1 ( DBSOURCE_KEY, IRID ); create index IDX_IR2_DB on STG_IR_2 ( DBSOURCE_KEY, IRID ); drop index SE_PEND_LOGINSESS_IDX; drop index SE_IDX_DB; create index SE_IDX_DB on STG_GX_SESSION_ENDPOINT_PEND ( DBSOURCE_KEY, LOGINSESSIONID, ENDPOINTID, QUEUEID ); drop index AS_EVENTSEQ_PEND_IDX; drop index AS_LOGINSESS_PEND_IDX; drop index AS_EVENTSEQ_PEND_DB; create index AS_EVENTSEQ_PEND_DB on STG_G_AGENT_STATE_HISTORY_PEND ( DBSOURCE_KEY, LOGINSESSIONID, EVENTSEQ, ENDPOINTID, QUEUEID, TYPE ); drop index AR_EVENTSEQ_PEND_IDX; drop index AR_LOGINSESS_PEND_IDX; drop index AR_EVENTSEQ_PEND_DB; create index AR_EVENTSEQ_PEND_DB on STG_G_AGENT_STATE_RC_PEND ( DBSOURCE_KEY, SESSIONID, EVENTSEQ, ENDPOINTID ); drop index IDX_STG_G_LSESS_LSID_PEND; drop index IDX_STG_G_LSESS_LSDB_PEND; create index IDX_STG_G_LSESS_LSDB_PEND on STG_G_LOGIN_SESSION_PEND ( DBSOURCE_KEY, LOGINSESSIONID ); drop index EVENTSEQ_IDX_PEND; drop index LOGINSESS_IDX_PEND; drop index EVENTSEQ_DB_PEND; create index EVENTSEQ_DB_PEND on STG_G_DND_HISTORY_PEND ( DBSOURCE_KEY, LOGINSESSIONID, EVENTSEQ );
create index IDX_IR1_DB on STG_IR_1 ( DBSOURCE_KEY, IRID ) go create index IDX_IR2_DB on STG_IR_2 ( DBSOURCE_KEY, IRID ) go drop index STG_GX_SESSION_ENDPOINT_PEND.SE_PEND_LOGINSESS_IDX go drop index STG_GX_SESSION_ENDPOINT_PEND.SE_PEND_IDX_DB go create index SE_PEND_IDX_DB on STG_GX_SESSION_ENDPOINT_PEND ( DBSOURCE_KEY, LOGINSESSIONID, ENDPOINTID, QUEUEID ) go drop index STG_G_AGENT_STATE_HISTORY_PEND.AS_EVENTSEQ_PEND_IDX go drop index STG_G_AGENT_STATE_HISTORY_PEND.AS_LOGINSESS_PEND_IDX go drop index STG_G_AGENT_STATE_HISTORY_PEND.AS_EVENTSEQ_PEND_DB go create index AS_EVENTSEQ_PEND_DB on STG_G_AGENT_STATE_HISTORY_PEND ( DBSOURCE_KEY, LOGINSESSIONID, EVENTSEQ, ENDPOINTID, QUEUEID, TYPE ) go drop index STG_G_AGENT_STATE_RC_PEND.AR_EVENTSEQ_PEND_IDX go drop index STG_G_AGENT_STATE_RC_PEND.AR_LOGINSESS_PEND_IDX go drop index STG_G_AGENT_STATE_RC_PEND.AR_EVENTSEQ_PEND_DB go create index AR_EVENTSEQ_PEND_DB on STG_G_AGENT_STATE_RC_PEND ( DBSOURCE_KEY, SESSIONID, EVENTSEQ, ENDPOINTID ) go drop index STG_G_LOGIN_SESSION_PEND.IDX_STG_G_LSESS_LSID_PEND go drop index STG_G_LOGIN_SESSION_PEND.IDX_STG_G_LSESS_LSDB_PEND go create index IDX_STG_G_LSESS_LSDB_PEND on STG_G_LOGIN_SESSION_PEND ( DBSOURCE_KEY, LOGINSESSIONID ) go drop index STG_G_DND_HISTORY_PEND.EVENTSEQ_IDX_PEND go drop index STG_G_DND_HISTORY_PEND.LOGINSESS_IDX_PEND go drop index STG_G_DND_HISTORY_PEND.EVENTSEQ_DB_PEND go create index EVENTSEQ_DB_PEND on STG_G_DND_HISTORY_PEND ( DBSOURCE_KEY, LOGINSESSIONID, EVENTSEQ ) go
create index IDX_IR1_DB on STG_IR_1 ( DBSOURCE_KEY, IRID ); create index IDX_IR2_DB on STG_IR_2 ( DBSOURCE_KEY, IRID ); drop index SE_PNDLOGSES_IDX; drop index SE_PEND_IDX_DB; create index SE_PEND_IDX_DB on STG_GX_SESSION_ENDPOINT_PEND ( DBSOURCE_KEY, LOGINSESSIONID, ENDPOINTID, QUEUEID ); drop index GASPND_EVSEQ_IDX; drop index GASPND_LOGIID_IDX; drop index GASPND_DBKEY_IDX; create index GASPND_DBKEY_IDX on STG_G_AGENT_STATE_HISTORY_PEND ( DBSOURCE_KEY, LOGINSESSIONID, EVENTSEQ, ENDPOINTID, QUEUEID, TYPE ); drop index ARPND_EVSEQ_IDX; drop index ARPND_SESSID_IDX; drop index ARPND_DBKEY_IDX; create index ARPND_DBKEY_IDX on STG_G_AGENT_STATE_RC_PEND ( DBSOURCE_KEY, SESSIONID, EVENTSEQ, ENDPOINTID ); drop index IDX_PNDGLSESS_LID; drop index IDX_PNDGLSESS_DB; create index IDX_PNDGLSESS_DB on STG_G_LOGIN_SESSION_PEND ( DBSOURCE_KEY, LOGINSESSIONID ); drop index IDX_PNDGDND_EVS; drop index IDX_PNDGDND_LID; drop index IDX_PNDGDND_DB; create index IDX_PNDGDND_DB on STG_G_DND_HISTORY_PEND ( DBSOURCE_KEY, LOGINSESSIONID, EVENTSEQ );
(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.
drop index GIM_IDX_ASH_SEQ; create index GIM_IDX_ASH_SEQ on G_AGENT_STATE_HISTORY ( GSYS_SEQ ASC, ADDED_TS ASC ); drop index GIM_IDX_ASRC_SEQ; create index GIM_IDX_ASRC_SEQ on G_AGENT_STATE_RC ( GSYS_SEQ ASC, CREATED_TS ASC );
drop index G_AGENT_STATE_HISTORY.GIM_IDX_ASH_SEQ go create index GIM_IDX_ASH_SEQ on G_AGENT_STATE_HISTORY ( GSYS_SEQ ASC, ADDED_TS ASC ) go drop index G_AGENT_STATE_RC.GIM_IDX_ASRC_SEQ go create index GIM_IDX_ASRC_SEQ on G_AGENT_STATE_RC ( GSYS_SEQ ASC, CREATED_TS ASC ) go
drop index GIM_IDX_ASH_SEQ; create index GIM_IDX_ASH_SEQ on G_AGENT_STATE_HISTORY ( GSYS_SEQ ASC, ADDED_TS ASC ); drop index GIM_IDX_ASRC_SEQ; create index GIM_IDX_ASRC_SEQ on G_AGENT_STATE_RC ( GSYS_SEQ ASC, CREATED_TS ASC );
(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
:
UPDATE TIME_RANGE SET BOUND_4 = (CASE WHEN BOUND_4 IS NULL THEN 0 ELSE BOUND_4 END), BOUND_5 = (CASE WHEN BOUND_5 IS NULL THEN 0 ELSE BOUND_5 END), BOUND_6 = (CASE WHEN BOUND_6 IS NULL THEN 0 ELSE BOUND_6 END), BOUND_7 = (CASE WHEN BOUND_7 IS NULL THEN 0 ELSE BOUND_7 END), BOUND_8 = (CASE WHEN BOUND_8 IS NULL THEN 0 ELSE BOUND_8 END), BOUND_9 = (CASE WHEN BOUND_9 IS NULL THEN 0 ELSE BOUND_9 END), BOUND_10 = (CASE WHEN BOUND_10 IS NULL THEN 0 ELSE BOUND_10 END), BOUND_11 = (CASE WHEN BOUND_11 IS NULL THEN 0 ELSE BOUND_11 END), BOUND_12 = (CASE WHEN BOUND_12 IS NULL THEN 0 ELSE BOUND_12 END), BOUND_13 = (CASE WHEN BOUND_13 IS NULL THEN 0 ELSE BOUND_13 END), BOUND_14 = (CASE WHEN BOUND_14 IS NULL THEN 0 ELSE BOUND_14 END), BOUND_15 = (CASE WHEN BOUND_15 IS NULL THEN 0 ELSE BOUND_15 END), BOUND_16 = (CASE WHEN BOUND_16 IS NULL THEN 0 ELSE BOUND_16 END), BOUND_17 = (CASE WHEN BOUND_17 IS NULL THEN 0 ELSE BOUND_17 END), BOUND_18 = (CASE WHEN BOUND_18 IS NULL THEN 0 ELSE BOUND_18 END), BOUND_19 = (CASE WHEN BOUND_19 IS NULL THEN 0 ELSE BOUND_19 END); COMMIT;
BEGIN TRANSACTION go UPDATE TIME_RANGE SET BOUND_4 = (CASE WHEN BOUND_4 IS NULL THEN 0 ELSE BOUND_4 END), BOUND_5 = (CASE WHEN BOUND_5 IS NULL THEN 0 ELSE BOUND_5 END), BOUND_6 = (CASE WHEN BOUND_6 IS NULL THEN 0 ELSE BOUND_6 END), BOUND_7 = (CASE WHEN BOUND_7 IS NULL THEN 0 ELSE BOUND_7 END), BOUND_8 = (CASE WHEN BOUND_8 IS NULL THEN 0 ELSE BOUND_8 END), BOUND_9 = (CASE WHEN BOUND_9 IS NULL THEN 0 ELSE BOUND_9 END), BOUND_10 = (CASE WHEN BOUND_10 IS NULL THEN 0 ELSE BOUND_10 END), BOUND_11 = (CASE WHEN BOUND_11 IS NULL THEN 0 ELSE BOUND_11 END), BOUND_12 = (CASE WHEN BOUND_12 IS NULL THEN 0 ELSE BOUND_12 END), BOUND_13 = (CASE WHEN BOUND_13 IS NULL THEN 0 ELSE BOUND_13 END), BOUND_14 = (CASE WHEN BOUND_14 IS NULL THEN 0 ELSE BOUND_14 END), BOUND_15 = (CASE WHEN BOUND_15 IS NULL THEN 0 ELSE BOUND_15 END), BOUND_16 = (CASE WHEN BOUND_16 IS NULL THEN 0 ELSE BOUND_16 END), BOUND_17 = (CASE WHEN BOUND_17 IS NULL THEN 0 ELSE BOUND_17 END), BOUND_18 = (CASE WHEN BOUND_18 IS NULL THEN 0 ELSE BOUND_18 END), BOUND_19 = (CASE WHEN BOUND_19 IS NULL THEN 0 ELSE BOUND_19 END) go COMMIT go
(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.
CREATE INDEX IDX_INT_MSIG on INTERACTION_FACT ( MEDIA_SERVER_IXN_GUID ASC ); CREATE INDEX IDX_INT_RID on INTERACTION_FACT ( ROOT_INTERACTION_ID ASC );
CREATE INDEX IDX_INT_MSIG on INTERACTION_FACT ( MEDIA_SERVER_IXN_GUID ASC ) go CREATE INDEX IDX_INT_RID on INTERACTION_FACT ( ROOT_INTERACTION_ID ASC ) go
(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:
GSYS_DNPREMOTELOCATION
table.
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.
DROP INDEX IDX_G_CALL_CID; CREATE INDEX IDX_G_CALL_CID on G_CALL ( CALLID ASC );
DROP INDEX G_CALL.IDX_G_CALL_CID; go CREATE INDEX IDX_G_CALL_CID on G_CALL ( CALLID ASC ) go
(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:
H_AG_SKILL_RESOURCE_ABN_QUARTER
H_AG_SKILL_VOICE_INB_IXN_QUARTER
H_AG_STATE_REASON_VOICE_QUARTER
The name length may cause problems with some query tools. As an alternative, reference the equivalent views instead:
AG_SKILL_RESOURCE_ABN_QUARTER
AG_SKILL_VOICE_INB_IXN_QUARTER
AG_STATE_REASON_VOICE_QUARTER
(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:
- DialTime (if the DN dialed the call) OR
- RingTime (if the DN received the call).
(ER# 96378288)
Found In: 7.0.200.21 | Fixed In: |
This section documents features that are no longer supported in this software. This cumulative list is in release-number order with the most recently discontinued features at the top of the list.
Beginning with Genesys Info Mart release 7.6, support for IBM DB2 version 9.1 is discontinued.
Discontinued As Of: March 2015 |
Information in this section is included for international customers.
There are no known internationalization issues for this product.
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.
Genesys Info Mart 7.6 Release Advisory provides important information that applies to the entire Genesys Info Mart release.
Genesys Info Mart 7.6 Deployment Guide includes installation procedures for the Genesys Info Mart Administration Console and Genesys Info Mart and acquaints you with their functions.
Genesys Info Mart 7.6 Operations Guide describes the procedures for using the Genesys Info Mart Administration Console to monitor ETL job status and, when necessary, to start or stop an ETL job outside of the normal schedule.
Genesys Info Mart 7.6 Reference Manual for your RDBMS acquaints you with the subject areas, tables, and fields that make up the Genesys Info Mart star schemas.
Genesys Info Mart 7.6 User's Guide provides examples of common voice and multimedia interactions.
Genesys Info Mart 7.6 SQL Queries provides sample SQL queries, descriptions, and lists of Fact and Dimension tables that each sample accesses.
The Genesys Info Mart section of the Framework 7.6 Combined Log Events Help provides detailed information on the log events associated with Genesys Info Mart.
Genesys Migration Guide includes installation procedures for the Genesys Info Mart Administration Console and upgrade procedures for Genesys Info Mart.
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.