Release Note

Genesys Info Mart

8.0.x

Genesys Telecommunications Laboratories, Inc. © 2010–2011

Contents

Introduction

Release Number AIX HP-UX Linux Solaris Tru64 UNIX Windows
8.0.102.14 [11/11/11] – Hot Fix X X X X   X
8.0.102.13 [10/10/11] – Hot Fix X X X X   X
8.0.102.11 [08/29/11] – Hot Fix X X X X   X
8.0.102.02 [08/05/11] – General (Under Shipping Control) X X X X   X
8.0.101.12 [07/18/11] – Hot Fix X X X X   X
8.0.101.07 [06/16/11] – Hot Fix X X X X   X
8.0.101.04 [06/08/11] – General (Under Shipping Control) X X X X   X
8.0.100.24 [05/20/11] – Hot Fix X X X X   X
8.0.100.23 [05/06/11] – Hot Fix X X X X   X
8.0.100.21 [04/18/11] – Hot Fix X X X X   X
8.0.100.17 [03/28/11] – Hot Fix X X X X   X
8.0.100.16 [03/07/11] – General (Under Shipping Control) X X X X   X
8.0.100.12 [03/01/11] – General (Under Shipping Control) X X X X   X
8.0.001.11 [01/14/11] – Hot Fix X X X X   X
8.0.001.10 [12/10/10] – Hot Fix       X   X
8.0.001.05 [11/03/10] – General (Under Shipping Control) X X X X   X
8.0.000.73 [09/27/10] – General (Under Shipping Control) X X X X   X

Link to 7.6 Product Release Note (Cumulative)
Known Issues and Recommendations
Documentation Updates
Discontinued Support
Internationalization
Additional Information


Introduction

As of February 1, 2012, Genesys is no longer an affiliate of Alcatel-Lucent; any indication of such affiliation within Genesys products or packaging is no longer applicable. Please see the Genesys website at http://www.genesyslab.com for more details.

This release note applies to all 8.0 releases of Genesys Info Mart.

Use of Third-Party Software

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


Release Number 8.0.102.14 [11/11/11] – Hot Fix

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

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

New in This Release

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

If you are upgrading from a version prior to 8.0.101.12 and if you are using more than one instance of Outbound Contact Server (OCS), contact Genesys Technical Support for instructions on how to migrate to the latest release without loss of Outbound Contact data.

Note: Genesys Info Mart release 8.0 requires Interaction Concentrator 8.0.000.35 or higher.

No new features were introduced in this release of Genesys Info Mart.

Corrections and Modifications

This release of the product contains the following corrections and modifications:


Genesys Info Mart now correctly handles reason codes in agent data that is provided by Interaction Concentrator (ICON) releases 8.0.000.40 and greater (including all ICON 8.1 releases). Genesys Info Mart continues to process reason codes correctly for agent data from ICON release 8.0.000.39 or earlier. Previously, because of changes in the sequencing logic on the ICON side, Genesys Info Mart might have stored an incorrect end time for reason codes in agent data from ICON releases 8.0.000.40 and greater. (ER# 288489763)


During transformation of Voice details, the transformation job no longer fails when, as a result of incomplete merge of long-living calls, the GIDB_G_ROUTE_RESULT_V table contains records that have the same virtual queue ID (VQID, stored in the GSYS_EXT_VCH1 field) but refer to calls with different RootIRIDs. Previously, in this situation, the transformation job failed and generated the following exception:

DBError=CONSTRAINT_VIOLATION_UNIQUENESS_VIOLATION; ORA-00001: unique constraint (INFOMART.I_S_VQ_BY_RR) violated
    at com.genesyslab.gim.etl.exceptions.SQLExceptionTranslator.translate(SQLExceptionTranslator.java:20)

(ER# 285645500)


The transformation job no longer fails because of inconsistent virtual queue data. Instead, Genesys Info Mart logs a warning message about the data inconsistency and continues processing. The warning message is similar to the following:

Interaction(...) - ignoring unexpected VQ(...) information from...

Previously, the transformation job failed with the following java.lang.ClassCastException:

com.genesyslab.gim.etl.jobs.transform.voice.Mediation cannot be cast to
com.genesyslab.gim.etl.jobs.transform.voice.RouteResultMediation

(ER# 285287091)


Genesys Info Mart is no longer susceptible to transformation delays in configurations where ICON is started as a client of Configuration Server or Configuration Server Proxy (Proxy). Previously, when the ICON(s) were started with a connection to Configuration Server and then restarted with connection to Proxy, or vice versa, Genesys Info Mart considered each Configuration Server or Proxy to be a separate data source. As a result, the transformation job might postpone transformation indefinitely because of apparently delayed data from the separate data sources. (ER# 285041308)


The precision of the numeric data types for the MEDIA_SERVER_ROOT_IXN_ID and MEDIA_SERVER_IXN_ID fields in the INTERACTION_FACT table has been increased to 20, to accommodate larger numbers. Previously, when T-Server generated very large numeric connection IDs, the transformation job might fail with errors similar to the following:

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

(ER# 284991874)


In high availability (HA) deployments, the transformation job no longer fails after switchover when parties with the same PartyID have different PARTYGUIDs. This situation can occur if the ICONs in the HA set record the same interaction differently. During after-call work (ACW) processing, if the transformation job encounters multiple PARTYGUIDs that correspond to the same PartyID, it assigns ACW to the party with the lowest PARTYGUID. Previously, duplicate PartyIDs resulted in a cardinality violation that caused the transformation job to fail. (ER# 284776333)


In HA deployments, Genesys Info Mart is no longer at risk of ceasing to extract data because of unsynchronized data sources. Previously, when ICON switched between unsynchronized HA data sources, Genesys Info Mart might ignore an apparently overlapping data source session and delay the next extraction job indefinitely. (ER# 283898777)


Genesys Info Mart now correctly creates an Interaction Resource Fact (IRF) record for a Strategy party when the strategy stops an inbound multimedia interaction. Previously, Genesys Info Mart did not create an IRF for the Strategy party in this situation. One consequence of this problem was that user data that was set by the Strategy party was not visible in the Info Mart database, because user data must be associated with an IRF. (ER# 281528512)


Top of Page


Release Number 8.0.102.13 [10/10/11] – Hot Fix

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

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

New in This Release

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

If you are upgrading from a version prior to 8.0.101.12 and if you are using more than one instance of Outbound Contact Server (OCS), contact Genesys Technical Support for instructions on how to migrate to the latest release without loss of Outbound Contact data.

Note: Genesys Info Mart release 8.0 requires Interaction Concentrator 8.0.000.35 or higher.

No new features were introduced in this release of Genesys Info Mart.

Corrections and Modifications

This release of the product contains the following corrections and modifications:


Genesys Info Mart now correctly reports CUSTOMER_TALK_DURATION in the following scenario:

  1. A consultation call is made to an agent.
  2. The call is redirected to another agent, who answers the call.
  3. The consultation call is merged into a conference.
  4. The customer leaves the conference, but the agents continue to talk for a time.

Previously, the value that Genesys Info Mart reported for CUSTOMER_TALK_DURATION included the time after the customer left the call.

Note: In a multi-site conference scenario, Genesys Info Mart is not able to detect if the customer leaves the conference first. As a result, the value that Genesys Info Mart reports for CUSTOMER_TALK_DURATION in the INTERACTION_RESOURCE_FACT record for the conferenced agent still includes the time after the customer left the call.

(ER# 282721690)


Job_MigrateGIM no longer fails on partitioned Oracle databases because of an incorrectly specified schema version. Previously, Job_MigrateGIM failed after the update_gim8.0.102.01_partitioned.sql script was applied. (ER# 281323907)


Top of Page


Release Number 8.0.102.11 [08/29/11] – Hot Fix

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

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

New in This Release

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

If you are upgrading from a version prior to 8.0.101.12 and if you are using more than one instance of Outbound Contact Server (OCS), contact Genesys Technical Support for instructions on how to migrate to the latest release without loss of Outbound Contact data.

Notes:

No new features were introduced in this release of Genesys Info Mart.

Corrections and Modifications

This release of the product contains the following corrections and modifications:


Genesys Info Mart now correctly terminates stuck agent sessions, states, and after-call work (ACW). Previously, such sessions, states, and ACW were not always terminated on a stuck data timeout.

Note: The default value of the max-session-duration-in-hours option is twenty-four hours. To avoid performance impact on aggregation and to prevent reports from containing unrealistically long agent sessions and states, Genesys recommends that you specify a value for the option consistent with the actual maximum duration for agent sessions. (ER# 281108301)


Job_TransformGIM no longer creates duplicates in the GIDB_GC_GROUP table. Previously, these duplicates caused Job_TransformGIM to fail with the following type of exception: "ORA-00001: unique constraint (GIM_ETL.I_CGSEF_SID) violated."

(ER# 281029514)


Genesys Info Mart now correctly handles call flows in which a call is routed from a virtual queue at one site to an agent at another site and the time at the source site is ahead of the time at the target site. Previously in such scenarios, the INTERACTION_RESOURCE_FACT table was missing values for the MEDIATION_SEGMENT_ID and the MEDIATION_RESOURCE_KEY fields, the MEDIATION_SEGMENT_FACT table contained the value NULL for the TARGET_IXN_RESOURCE_ID field, and the technical result was incorrectly set to DIVERTED/UNSPECIFIED. (ER# 280652549)


Job_ExtractICON no longer reports an exception about the PK_GX_SES_EP_MM primary key in the GIDB_GX_SESSION_ENDPOINT_MM table when agents log in to multiple 3rd Party Media. (ER# 280409956)


For "route-thru-queue" scenarios when the msf-target-route-thru-queue configuration option is set to true, Genesys Info Mart now sets the values in the MEDIATION_SEGMENT_ID and MEDIATION_RESOURCE_KEY fields in the INTERACTION_RESOURCE_FACT table to the MEDIATION_SEGMENT_ID and RESOURCE_KEY of the MEDIATION_SEGMENT_FACT row representing the virtual queue that routed the call to the agent via an ACD queue. Previously, Genesys Info Mart set the values of the MEDIATION_SEGMENT_ID and MEDIATION_RESOURCE_KEY fields to the MEDIATION_SEGMENT_ID and RESOURCE_KEY of the MEDIATION_SEGMENT_FACT row that represented the mediation resource (ACD queue) immediately preceding the handling resource. (ER# 280409762)


Genesys Info Mart no longer restarts Job_AggregateGIM when it receives notifications about configuration changes. Previously, Genesys Info Mart restarted Job_AggregateGIM whenever the configuration changed while the aggregation job was running. (ER# 280409692)


When Genesys Info Mart creates the RESOURCE_GROUP_COMBINATION row for a virtual queue, the value of the TENANT_KEY now correctly references the tenant to which the virtual queue belongs. Previously, the TENANT_KEY was sometimes erroneously set to 0. (ER# 280214823)


The data type for the CREATE_AUDIT_KEY and UPDATE_AUDIT_KEY columns in Info Mart fact and dimension tables has been changed to a numeric format with precision of 19 digits.


Top of Page


Release Number 8.0.102.02 [08/05/11] – General (Under Shipping Control)

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

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

New in This Release

This release of Genesys Info Mart is under shipping control. For availability of this release, contact your Genesys representative. Refer to the Deployment Procedure for this release to deploy the installation package within your environment.

If you are upgrading from a release prior to 8.0.101.12 and using more than one instance of Outbound Contact Server (OCS), contact Genesys Technical Support for instructions on how to migrate to the latest release without loss of Outbound Contact data.

Notes:

No new features were introduced in this release of Genesys Info Mart.

Corrections and Modifications

This release of the product contains the following corrections and modifications:


Genesys Info Mart now correctly determines the relationship between the parties and transforms call flows in the following scenario:

  1. A call is diverted from one DN to another DN.
  2. Interaction Concentrator does not provide the PARENTPARTYID.
  3. The parent interaction has unambiguous information about the destination DN.

Previously, Genesys Info Mart produced an incorrect number of INTERACTION_RESOURCE_FACT records for such scenarios. (ER# 279149518)


Genesys Info Mart now recognizes the target party in scenarios in which a call is routed from a Route Point at a site running Cisco CallManager to another monitored site. Previously in such scenarios, if ICON reconstructed the external party as a child of the Routing Point party, Genesys Info Mart considered this external party as the target and, as a result, generated an incorrect number of INTERACTION_RESOURCE_FACT records with incorrect technical results. (ER# 279037353)


Genesys Info Mart now reports correct CUSTOMER_* metrics in the INTERACTION_RESOURCE_FACT table in scenarios in which an inbound call is received by SIP server and routed to another SIP Server. Previously in such scenarios, the order in which events were processed could vary, and, as a result, the value for CUSTOMER_* durations in the INTERACTION_RESOURCE_FACT table was sometimes reported as 0 (zero). (ER# 278616840)


Genesys Info Mart no longer advances the extraction window after a failed run of Job_ExtractICON. Previously, Genesys Info Mart sometimes lost data when the extraction window advanced farther than the extract-data-stuck-threshold as a result of an extraction job failing. (ER# 278190757)


Job_TransformGIM now correctly recovers from an Oracle RAC node switchover. Previously, Job_TransformGIM failed after an Oracle RAC switchover because it was not able to re-acquire the master lock. (ER# 277512691)


Top of Page


Release Number 8.0.101.12 [07/18/11] – Hot Fix

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

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

New in This Release

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

If you are using more than one instance of Outbound Contact Server (OCS), contact Genesys Technical Support for instructions on how to migrate to the latest release without loss of Outbound Contact data.

Notes:

No new features were introduced in this release of Genesys Info Mart.

Corrections and Modifications

This release of the product contains the following corrections and modifications:


Genesys Info Mart now transforms data from all Outbound Contact Servers (OCSs) simultaneously, increasing the speed with which Outbound Contact data can be processed in environments with multiple OCSs. Previously, Genesys Info Mart transformed data from different OCSs sequentially. (ER# 278239311)


Genesys Info Mart no longer reregisters with Configuration Server for DN notifications about all DNs every time a DN is changed. (ER# 277876058)


Genesys Info Mart no longer attempts to execute partitioning SQL scripts on a DBMS that does not support them. Previously, Genesys Info Mart generated the following error message when attempting to run make_gim.sql on a Microsoft SQL Server database without partitioning support:

Partition function can only be created in Enterprise edition of SQL Server. Only Enterprise edition of SQL Server supports partitioning.

Note: This error message did not affect Genesys Info Mart functionality. (ER# 277375901)


Genesys Info Mart can now identify and bypass inconsistent data of the following type: when some of an interaction's party history indicates that the party is external, while other party history records indicate that the same party is a mediation device. Previously, this type of inconsistent data caused Job_TransformGIM to fail with a NullPointerException. (ER# 277287934)


Genesys Info Mart now correctly handles configurations in which an ETL window overlaps the beginning of the day, resulting in the etl-start-time greater than the etl-end-time. Previously, Genesys Info Mart did not adjust the etl-start-time, and as a result, the ETL cycle ended prematurely at 00:00 (midnight) and did not restart until the next etl-start-time was reached. (ER# 277009431)


Job_MaintainGIM no longer fails under the following conditions:

Previously, Job_MaintainGIM failed and logged an error message similar to the following:

SQLSTATE=S0001; error code=4965; ALTER TABLE SWITCH statement failed. Column 'DURATION_BUCKET' in table 'dbo.INTERACTION_RESOURCE_FACT' is computed column but the same column in 'dbo.TMP__INTERACTION_RESOURCE_FACT' is not computed.

(ER# 276347891)


Top of Page


Release Number 8.0.101.07 [06/16/11] – Hot Fix

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

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

New in This Release

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

Notes:

The following new feature was introduced in this release of Genesys Info Mart:

Corrections and Modifications

This release of the product contains the following correction and modification:


For scenarios where a virtual queue spans multiple routing points (for example, busy treatment), Genesys Info Mart now correctly calculates the start time for the MEDIATION_SEGMENT_FACT (MSF) table, as the moment a call enters the virtual queue. Previously, Genesys Info Mart incorrectly calculated a start time in the MSF table, when the call was diverted to the last routing point. This also caused incorrect values in the MEDIATION_DURATION field and, in some cases, in the MET_THRESHOLD_FLAG field. (ER# 276110631)


Top of Page


Release Number 8.0.101.04 [06/08/11] – General (Under Shipping Control)

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

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

New in This Release

This release of Genesys Info Mart is under shipping control. For availability of this release, contact your Genesys representative. Refer to the Deployment Procedure for this release to deploy the installation package within your environment.

Notes:

The following new feature was introduced in this release of Genesys Info Mart:

Corrections and Modifications

This release of the product contains the following corrections and modifications:


Genesys Info Mart now correctly creates MEDIATION_SEGMENT_FACT table rows when the time on the host on which Universal Routing Server (URS) is running lags behind the time on the host on which T-Server is running.

Note: The time difference between the hosts must not be greater than the values specified in the max-time-deviation and max-call-duration configuration options. (ER# 274951026)


Genesys Info Mart now correctly updates the TIME_ZONE table after a time zone is updated in the Configuration Layer. (ER# 274885455)


Genesys Info Mart no longer limits the number of groups to which an agent can be assigned. Previously,Genesys Info Mart did not support configurations in which an agent was assigned to more than 200 Agent Groups. (ER# 274864904)


Genesys Info Mart now reports a correct technical descriptor in the scenario in which a mediation IVR (a nonself-service IVR) transfers a call using a single-step transfer to an agent, either directly or via an intermediate Routing Point. Previously in such scenarios, an incorrect technical descriptor with role = RECEIVEDTRANSFER and result = TRANSFERRED was reported, whether the agent then transferred the call to someone else or not. (ER# 274627670)


Genesys Info Mart now correctly transforms Outbound Contact data using custom time zones. Previously, the transformation job would fail and Genesys Info Mart would generate the following message:

2011-05-03 16:06:45,097 WARN ecp-1-13 20049 Job step 'Outbound' failed com.genesyslab.gim.etl.jobs.transform.TransformException: java.lang.IllegalArgumentException: Illegal start day 37.

(ER# 274196951)


The week-day name stored in the CAL_DAY_NAME column of the DATE_TIME table now corresponds to the actual day. Previously, the value in the CAL_DAY_NAME column depended on the value set in the first-day-of-week option. (ER# 272764801)


Top of Page


Release Number 8.0.100.24 [05/20/11] – Hot Fix

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

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

New in This Release

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

Notes:

No new features were introduced in this release of Genesys Info Mart.

Corrections and Modifications

This release of the product contains the following corrections and modifications:


Job_TransformGIM no longer fails when an agent is assigned to more than 100 groups simultaneously. Furthermore, if an agent is assigned to more than 200 groups, Genesys Info Mart discards the group combination associated with this agent and logs an error message that indicates what group combination was discarded and for what agent. The RESOURCE_GROUP_COMBINATION_KEY field in the INTERACTION_RESOURCE_FACT table stores the value of -1 (UNKNOWN) for the records associated with a discarded group combination.

Previously, Job_TransformGIM failed and generated the following exception when encountering such agent group configuration data:

Caused by: com.genesyslab.gim.etl.exceptions.UncategorizedSQLException: executeUpdateAndGetGeneratedKeys; Uncategorized SQLException for SQL [INSERT INTO GENWWIMART.STG_RESOURCE_GROUP_COMB (TENANT_KEY,GROUP_COMBINATION_STRING,GROUP_COUNT,CREATE_AUDIT_KEY,UPDATE_AUDIT_KEY,GROUP_COMBINATION_KEY) VALUES (101, ... ,0, GENWWIMART.S_STG_RESOURCE_GROUP_COMB.nextval)]; SQLSTATE=72000; error code=12899; DBError=UNCATEGORIZED; ORA-12899: value too large for column "GENWWIMART"."STG_RESOURCE_GROUP_COMB"."GROUP_COMBINATION_STRING" (actual: 521, maximum: 512)

(ER# 271343731)


This release of Genesys Info Mart reports a correct technical result in the multi-site scenario in which a call is diverted from a virtual queue on one site to an agent on another site through an external routing point. When the agent answers the call, Genesys Info Mart now reports the technical result of DIVERTED/ANSWEREDBYAGENT for the MEDIATION_SEGMENT_FACT record related to the virtual queue on the first site from which the call was diverted. Previously in such scenarios, an incorrect technical result of DIVERTED/UNSPECIFIED was reported. (ER# 273995888)


When Genesys Info Mart merges voice interactions, it now uses two different values for the stuck threshold timeout. The value of the max-call-duration configuration option determines the stuck threshold timeout for G_IS_LINK records while the same value is multiplied by two (2 * max-call-duration) to determine the stuck threshold timeout for G_IR/G_CALL records. Previously, for calls with durations equal to half of the max-call-duration value or longer, the merge operation could consider IR/CALL records as stuck before the data for the entire call was extracted. This behavior resulted in calls being merged incorrectly in GIDB and, subsequently, in incorrect or missing transformed calls being stored in INTERACTION_FACT, INTERACTION_RESOURCE_FACT, and other tables. (ER# 274211301)


Top of Page


Release Number 8.0.100.23 [05/06/11] – Hot Fix

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

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

New in This Release

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

Notes:

The following new feature was introduced in this release of Genesys Info Mart:

Corrections and Modifications

This release of the product contains the following corrections and modifications:


Job_TransformGIM no longer fails when one set of metrics related to a single Campaign List is extracted in two steps (that is, by two extraction jobs). Previously in such scenarios, Job_TransformGIM failed and generated the following exception:

SQLSTATE=23000; error code=515; DBError=CONSTRAINT_VIOLATION_NOT_NULL_VIOLATION;
Cannot insert the value NULL into column 'TOTAL_RECORDS', table 'GIM.dbo.TMP_CML';
column does not allow nulls.

(ER# 272943244)


Job_ExtractICON no longer generates a StackOverflowError message and then exits unexpectedly when there is a large number of DSS sessions (20,000 or more) in Interaction Concentrator databases. (ER# 272662921)


In environments with several Interaction Servers, Genesys Info Mart now correctly extracts data generated by all of the Interaction Servers while processing a backlog. Previously, while processing a backlog in such an environment, Genesys Info Mart sometimes failed to extract data that was generated before an additional Interaction Server started to produce data. (ER# 271978015)


Genesys Info Mart running with a high availability deployment of Interaction Concentrators that are configured with role=cfg no longer returns more than one row of transformed configuration facts in response to a single row subquery. Previously, such a subquery returned multiple rows, which resulted in an ORA-01427 error in Oracle deployments. (ER# 271489763)


Top of Page


Release Number 8.0.100.21 [04/18/11] – Hot Fix

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

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

New in This Release

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

Notes:

The following new feature was introduced in this release of Genesys Info Mart:

Corrections and Modifications

This release of the product contains the following corrections and modifications:


Job_TransformGIM now updates active records in the INTERACTION_RESOURCE_FACT table by setting ACTIVE_FLAG=0 and END_TS=G_CALL.TERMINATED_TS when an interaction is terminated. Previously, in some call-in-the-past scenarios when Interaction Concentrator failed to update the value for G_PARTY.TERMINATED_TS (the value remained 0), Job_TransformGIM left the associated records in the INTERACTION_RESOURCE_FACT table as active (with ACTIVE_FLAG=1 and END_TS=1767224700). In this situation, Job_AggregateGIM calculated incorrect—extremely large—durations for the affected interactions. (ER# 271869816)


Genesys Info Mart now correctly extracts data in following scenarios:

Previously in such scenarios, Job_ExtractICON missed some records in the GIDB_G_PARTY_HISTORY_MM table, which caused Job_TransformGIM to set abnormal values in the following columns of the INTERACTION_RESOURCE_FACT table: MEDIATION_DURATION, QUEUE_DURATION, ROUTING_POINT_DURATION, and START_TS. As a result, Job_AggregateGIM would fail with an arithmetic overflow error. Now Job_TransformGIM populates these columns correctly, which prevents Job_AggregateGIM from experiencing the arithmetic overflow error. (ER# 271344120, 271691478)


In scenarios in which an instance of Job_AggregateGIM is running and at least one of the configuration options or database parameters listed below is changed, Genesys Info Mart now generates the following log message: 20153|STANDARD|GIM_CONFIG_OPTION_UPDATE_REQUIRES_GIM_RESTART | Dynamic updates of the %s option are not supported. Restart of GIM Server is required. Genesys recommends that you set an alarm on this error message and restart Genesys Info Mart following this error.

The affected configuration parameters are as follows:

Previously in this scenario, Genesys Info Mart attempted to restart Job_AggregateGIM. (ER# 271090791)


Genesys Info Mart no longer misses one or more interactions when there are multiple customer e-mails in a threaded interaction. Previously, during transformation of a threaded interaction, Genesys Info Mart missed this interaction if one of following conditions was true:

Note: In such cases, the value of the MEDIA_SERVER_ROOT_IXN_ID in the INTERACTION_FACT table may be set to null. If this occurs, you can still determine the root interaction in the thread because the MEDIA_SERVER_ROOT_IXN_GUID column contains the root interaction GUID. (ER# 270891016)


Top of Page


Release Number 8.0.100.17 [03/28/11] – Hot Fix

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

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

New in This Release

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

Notes:

No new features were introduced in this release of Genesys Info Mart.

Corrections and Modifications

This release of the product contains the following corrections and modifications:


Genesys Info Mart now verifies the time ranges in notifications sent to Genesys Interactive Insights (GI2) and Reporting and Analytics Aggregates (RAA). Previously, notifications to GI2 or RAA sometimes contained invalid time ranges in which the START timestamp was later than the END timestamp. (ER# 270341574)


You can now start Job_AggregateGIM from the Genesys Info Mart Administration Console. Previously, an attempt to start Job_AggregateGIM from the Genesys Info Mart Administration Console would fail and the following error message would be written to the log: Invalid value for parameter '-job'. Value='Job_AggregateGIM'. (ER# 270329941)


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 would open a TCP/IP listener on only one of the available TCP/IP network interfaces. (ER# 268959213)


Top of Page


Release Number 8.0.100.16 [03/07/11] – General (Under Shipping Control)

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

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

New in This Release

This release of Genesys Info Mart is under shipping control. For availability of this release, contact your Genesys representative. Refer to the Deployment Procedure for this release to deploy the installation package within your environment.

Notes:

No new features were introduced in this release of Genesys Info Mart.

Corrections and Modifications

This release of the product contains the following corrections and modifications:


During transformation of data, Genesys Info Mart no longer creates a row with a duplicated MEDIATION_GUID in call flows in which a call from one ACD is diverted both to itself and to another parallel diverting device, such as a Routing Point or another ACD queue. Previously, the duplicated MEDIATION_GUIDs resulted in a unique constraint violation on the I_S_VQ_BY_RR index while inserting the data into the STG_VQ_BY_GROUTERESULT table. (ER# 269529744)


Job_MigrateGIM no longer fails during upgrade of the Genesys Info Mart database schema from an earlier release to 8.0.100.12. Previously, when the Info Mart database contained data, but none of the data came from Outbound Contact Server, Job_MigrateGIM failed with the following error: SQLServerException: Cannot insert the value NULL into column ‘HWM_VALUE’, table ‘InfoMart.dbo.CTL_TRANSFORM_HWM’; column does not allow nulls. (ER# 269347291)


Genesys Info Mart now tries to re-establish connection with both primary and backup Configuration Servers in warm standby high availability (HA) configurations after a simultaneous failure of both the primary and backup Configuration Servers. Previously, Genesys Info Mart tried to re-establish connection only to the primary Configuration Server. (ER# 269020482)


Top of Page


Release Number 8.0.100.12 [03/01/11] – General (Under Shipping Control)

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

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

New in This Release

This release of Genesys Info Mart is under shipping control. For availability of this release, contact your Genesys representative. Refer to the Deployment Procedure for this release to deploy the installation package within your environment.

Notes:

The following new features were introduced in this release of Genesys Info Mart.

Corrections and Modifications

This release of the product contains the following corrections and modifications:


When Genesys Info Mart transforms scenarios that include an immediate (mute) transfer from an ACD queue or virtual queue back to the same queue, Genesys Info Mart now correctly determines the parent INTERACTION_RESOURCE_FACT. Previously, the failure to determine the correct parent INTERACTION_RESOURCE_FACT caused an infinite loop, which resulted in high CPU consumption and then job failure after a one-hour timeout. In addition to a correction for this issue, Genesys Info Mart also now includes a mechanism to identify infinite loops. (ER# 268250721)


Job_TransformGIM no longer fails when ICON provides duplicate information in the GSYS_EXT_VCH1 field of the G_ROUTE_RESULT table, referenced to the VQID key of the G_VIRTUAL_QUEUE table. Previously, duplicate information that was provided by Interaction Concentrator in the G_ROUTE_RESULT table could sometimes cause Job_TransformGIM to fail with the following exceptions:

Job step 'CORE_MM' failed - java.sql.SQLException: The CREATE UNIQUE INDEX statement terminated because a duplicate key was found for the object name 'dbo.TMP_UPDATE_MSF_MD_MM' and the index name 'I_T_UD_MSF_MD_MM_ID'. (ER# 262907993)

Cannot insert duplicate key row in object 'dbo.STG_VQ_BY_GROUTERESULT' with unique index 'I_S_VQ_BY_RR'. The duplicate key value is… (ER# 268198968)


Job_TransformGIM now recognizes the last chunk of extracted data correctly. Previously, when Job_TransformGIM had a large number of unprocessed chunks in the Info Mart database (more than the value set in the max-chunks-per-job configuration option), Job_TransformGIM calculated the last chunk incorrectly. As a result, Genesys Info Mart might sometimes transform the same chunk of data twice and cause Job_TransformGIM to fail with the following exception:

Violation of PRIMARY KEY constraint 'PK_INTERCTN_FT'. Cannot insert duplicate key in object 'dbo.INTERACTION_FACT'. The duplicate key value is… (ER# 267781059)


In scenarios in which a consultation call was cleared from a virtual queue, Genesys Info Mart now correctly reports the value of the TECHNICAL DESCRIPTOR in the MEDIATION_SEGMENT_FACT table as ReceivedConsult/Cleared/*. Previously, Genesys Info Mart incorrectly reported the value as Unspecified/Unspecified/Unspecified/Unspecified. (ER# 267226981)


Job_TransformGIM no longer generates the following error message: Violation of PRIMARY KEY constraint 'PK_T_UP_S_SM_RSRF_V'. Previously, this recoverable error occurred in some intraday transformation scenarios. (ER# 265594428)


Job_TransformGIM no longer fails and generates an error message about a violation of the unique I_T_UD_KEYS_KV_V_ID constraint. (ER# 262426125)


Job_ExtractICON now correctly updates high-water marks for all data sources, including inactive data sources (that is, a data source, such as T-Server or Interaction Server, that is configured, but provides no data because it has never been running). Previously in deployments with inactive data sources, transformation was delayed indefinitely. Job_TransformGIM did not transform the current chunk and generated the following error message: Transformation of chunk ... has been postponed due to delayed data. (ER# 268805163)


Top of Page


Release Number 8.0.001.11 [01/14/11] – Hot Fix

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

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

New in This Release

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

Notes:

No new features were introduced in this release of Genesys Info Mart.

Corrections and Modifications

This release of the product contains the following corrections and modifications:


Job_TransformGIM no longer fails when it processes an interaction flow with an incorrect party ordinal in IDB. Previously for some call-in-the-past scenarios (such as when Interaction Concentrator was restarted while some interactions were in progress), when IDB contained parties with incorrect ordinals, Job_TransformGIM tried to update the END_DATE_TIME_KEY column in the MEDIATION_SEGMENT_FACT table with a NULL value. It then quit unexpectedly and wrote the following message into the log: Cannot insert the value NULL into column 'END_DATE_TIME_KEY'. (ER# 265520407)


The CTL_ETL_HISTORY table is now populated with the correct job version after you migrate to a more recent release. Previously, the former job version remained in the CTL_ETL_HISTORY table. (ER# 265074771)


Top of Page


Release Number 8.0.001.10 [12/10/10] – Hot Fix

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

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

New in This Release

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

Notes:

The following new feature was introduced in this release of Genesys Info Mart:

Corrections and Modifications

This release of the product contains the following corrections and modifications:


Genesys Info Mart now correctly extracts last-second data from a data source that has a subsequent period with no activity. Previously, Genesys Info Mart did not extract last-second data even after there was activity on other data sources monitored by the same Interaction Concentrator instance during the period set in the max-time-deviation option, or after activity for this data source was resumed. (ER# 263337790)


The INBOUND_INBOUNDREPORT constant has been added to the list of predefined interaction types. This new constant addresses the issue when Job_TransformGIM would fail with the following exception: Job step 'CORE_MM' failed - No enum const class com.genesyslab.gim.etl.constants.InteractionTypeKey.INBOUND_INBOUNDREPORT. (ER# 262881706)


This release of Genesys Info Mart does not require manual deletion of duplicated information from the INTERACTION_FACT table when transformation runs after a previous transformation job was interrupted by the user, by environmental issues (such as network disconnects), or for any other reasons. Previously, because of a defect found in earlier releases, Reporting and Analytics Aggregates (RAA) could unnecessarily commit data in an Info Mart transaction during data transformation. The defect caused Job_TransformGIM to fail with the following exception: Job step 'CORE_VOICE' failed - Violation of PRIMARY KEY constraint 'PK_INTERCTN_FT'....

Note: For Genesys Info Mart to detect and handle this scenario and Job_TransformGIM no longer to fail, you must upgrade Genesys Info Mart to release 8.0.001.10 and Reporting and Analytics Aggregates (RAA) to release 8.0.001.02 or higher. For additional details on this issue, see the Reporting and Analytics Aggregates 8.0 Release Note. (ER# 262907867)


Top of Page


Release Number 8.0.001.05 [11/03/10] – General (Under Shipping Control)

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

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

New in This Release

This release of Genesys Info Mart is under shipping control. For availability of this release, contact your Genesys representative. Genesys Info Mart release 8.0 requires Interaction Concentrator 8.0.000.35 or higher.

Note: This release of Genesys Info Mart was tested with Genesys Info Mart Administration Console 8.0.000.05 and Interaction Concentrator 8.0.000.35.

No new features were introduced in this release of Genesys Info Mart.

Warning! You cannot upgrade directly from 8.0.000.73 to 8.0.001.05. If you are running Genesys Info Mart 8.0.000.73 and need to upgrade to 8.0.001.05, please contact your Genesys representative for assistance.

Corrections and Modifications

This release of the product contains the following corrections and modifications:


When a Genesys Info Mart database is deployed on Microsoft SQL Server, the transformation job now completes correctly. Previously, deployment on Microsoft SQL Server sometimes resulted in the transformation job not completing correctly, resulting in a deadlock. (ER# 260883291)


Top of Page


Release Number 8.0.000.73 [09/27/10] – General (Under Shipping Control)

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

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

New in This Release

This release of Genesys Info Mart is under shipping control. For availability of this release, contact your Genesys representative. Genesys Info Mart release 8.0 requires Interaction Concentrator 8.0.000.32, which is a Restricted release.

Note: This release of Genesys Info Mart was tested with Genesys Info Mart Administration Console 8.0.000.04 and Interaction Concentrator 8.0.000.32.

This section describes new features that were introduced in the initial 8.0 release of Genesys Info Mart.

Corrections and Modifications

This is the initial release of the product and, as such, contains no corrections or modifications.

Top of Page


Known Issues and Recommendations

This section provides the latest information on known issues and recommendations associated with this product.


If the system times on the hosts where Genesys applications are running are not synchronized properly, reporting data can be inaccurate. (ER# 258204101)


Genesys Info Mart will fail if the Oracle JDBC URL is 255 characters or longer. Using 254 characters or less will work correctly. If you do require a longer JDBC URL for the Oracle JDBC driver, you can use the full Oracle NET connection descriptor in the TNSNAMES file and TNSNames Alias Syntax. For more information, refer to the "Database URLs and Database Specifiers" section of the Oracle Database JDBC Developer's Guide and Reference. (ER# 274547761)


The Genesys Info Mart 8.0 Database Size Estimator requires Excel 2007. (ER# 262661654)


In certain scenarios in deployments that include an HA set of ICONs for Outbound Contact details, the transformation job might fail because of a unique constraint violation on the I_CGSEF_SID index. The problematic scenarios occur when one of the ICONs does not see the true creation of a campaign session and, therefore, creates a corresponding record in the GO_CAMPAIGN table when it receives the first event that references the campaign session. As a result, the ICONs in the HA set might use different campaign-creation timestamps in the GO_CAMPAIGN records that they store for the same campaign session. If the Info Mart database is partitioned and the differing timestamps fall within the same 15-minute interval, the transformation job encounters the unique constraint exception that causes the job to fail. (ER# 288467873)

Found in: 8.0.102.14 Fixed in: 

In certain abnormal scenarios, Genesys Info Mart 8.0.x might not create Mediation Segment Fact (MSF) records for all the virtual queues (VQs) that are associated with an interaction. The situation occurs when transformation of data for one media type (voice or multimedia) is significantly delayed, and transformation of data for the other media type advances far ahead. If the transformation delay is longer than the time that is configured for the stuck data threshold (the extract-data-stuck-threshold configuration option), VQ data that is associated with the delayed interactions might no longer be available in GIDB when the delayed transformation resumes. As a result, some MSF records might be missing.

For example, consider the following scenario:

To avoid the risk of this kind of data loss, Genesys recommends that you upgrade to Genesys Info Mart release 8.1.

Workaround
As a workaround for Genesys Info Mart release 8.0, if you encounter situations in which the time lag between voice and multimedia transformation is greater than the stuck data threshold, temporarily set the extract-data-stuck-threshold configuration option to a value greater than the time lag. After the cause of the transformation delay has been resolved and transformation of data for both media is re-aligned in time, reset the extract-data-stuck-threshold configuration option to its usual value.

(ER# 286392845)

Found in: 8.0.102.11 Fixed in: 

If you configured database links between the Interaction Database (IDB) and Info Mart databases in an Oracle deployment, Genesys Info Mart does not use the database links if the database access point (DAP) that enables Genesys Info Mart to access IDB is a JDBC DAP. (ER# 284347817)

Found in: 8.0.101.12 Fixed in: 

In Outbound Contact scenarios in which only one of the records in a multiple-record chain is dialed, Genesys Info Mart might incorrectly populate the RECORD_ID field and custom fields of the CONTACT_ATTEMPT_FACT table, based on values from a later, undialed record. (ER# 286216845)

Found In: 8.0.100.17 Fixed In: 

For scenarios in which a call is routed to an unmonitored site, the site provides no information about when the call was answered; as a consequence, Genesys Info Mart records Abandoned as the call result in the INTERACTION_RESOURCE_FACT table. (ER# 267788236)

Found In: 8.0.100.12 Fixed In: 

The CTL_ETL_HISTORY table is still populated with an outdated job version (v.8.0.000.73) after you migrate to Genesys Info Mart v.8.0.001.10. (ER# 265074771)

Found In: 8.0.001.10 Fixed In: 8.0.001.11

Before calendar dimension tables are first populated, verify that the settings for the [date-time] or custom [date-time-*] configuration options are suitable for your reporting needs. In other words, carefully consider these settings before Genesys Info Mart is initialized and, if you later create custom calendars, before the next run of Job_MaintainGIM. You can subsequently change the values of the date-time-min-days-ahead and date-time-max-days-ahead options at any time. However, changing any of the other date-time options during runtime can introduce inconsistencies into the calendar data and adversely affect reporting results. For example, if you change the timezone option (date-time-tz), your reports might mix the results for different timezones within the same reporting interval.

If you want to change calendar options during runtime, contact Technical Support for information about additional steps that are required to maintain reporting consistency. (ER# 262836967)

Found In: 8.0.001.10 Fixed In: 

Genesys Info Mart does not support configurations in which an agent is assigned to more than 100 Agent Groups. (ER# 271343731)

Found in: 8.0.001.05 Fixed in: 8.0.101.04

When a Genesys Info Mart database is deployed on Microsoft SQL Server, the transformation job may never be completed, resulting in a deadlock. As a workaround, set the value to 1 for the irf-io-parallelism option in the gim-transformation section of the Genesys Info Mart Application object. (ER# 260883291)

Found In: 8.0.000.73 Fixed In: 8.0.001.05

When Interaction Concentrator has a disruption between the CREATED and TERMINATED times for a reason code, and the reason code spans over multiple extraction intervals, a part of this reason code state may not be transformed even in a high availability (HA) scenario. (ER# 258131905)

Found In: 8.0.000.73 Fixed In: 

Genesys Info Mart requires that the calls-in-the-past option be set to true. On account of this, collected data in IDB for Multimedia interactions that started when ICON was shutdown and then terminated when ICON was again active may not be complete—they may be missing some parties, route results, or other data. As a result, some metrics in the Genesys Info Mart INTERACTION_RESOURCE_FACT table may have incorrect values.

For example, if IDB is missing records in the G_PARTY table for a particular interaction, the Info Mart database may be missing some records for this interaction in the INTERACTION_RESOURCE_FACT table. Consequently, the PREV_IRF_ID may have an incorrect reference to existing INTERACTION_RESOURCE_FACT record instead of a reference to a missing INTERACTION_RESOURCE_FACT record.

For a detailed discussion of the reporting on Multimedia interactions during ICON shutdown period and recommendations for minimizing potential data quality issues, see the "Special Considerations When Restarting Multimedia ICON" section in the Genesys Info Mart 8.0 Operations Guide. (ER# 251112198)

Found In: 8.0.000.73 Fixed In: 

In some scenarios when there is an ICON outage, the linkage between the collaboration and the parent interaction is broken. As a result, Genesys Info Mart may keep the collaboration agent's state Unclosed and the last interaction-related state could be missed in the INTERACTION_RESOURCE_FACT table. (ER# 250740207)

Found In: 8.0.000.73 Fixed In: 

The INTERACTION_RESOURCE_FACT does not indicate when an agent declines a collaboration request using Genesys Agent Desktop. When an agent is invited into a Multimedia interaction, the agent has three options:

The INTERACTION_RESOURCE_FACT row representing the agent’s participation in the interaction, beginning with the invitation, includes information indicating which of these options was chosen by the agent. After an agent accepts an invitation into a Email Collaboration (consultation), Genesys Agent Desktop provides the agent a Decline function. In fact, the agent has actually accepted the invitation into the Collaboration interaction, and then, after examining its content, marked it Declined. This Declined status is indicated in user data (with a keyname of GD_CollaborationStatus). The associated INTERACTION_RESOURCE_FACT row indicates that the invitation into the Collaboration interaction was accepted by the agent, but it does not indicate that the agent then marked it Declined. The Declined indication is only available in user data. (ER# 247946331)

Found In: 8.0.000.73 Fixed In: 

Genesys Info Mart does not provide reporting data for the following call scenario:

  1. A call is made from one SIP Server to another SIP server without using Inter Site Call Control (ISCC) and without an access number.
  2. The call is then routed back to the original SIP Server and delivered to a handling resource.

(ER# 244844273)

Found In: 8.0.000.73 Fixed In: 

In cases when ICON fails to recognize cross-site routing, Genesys Info Mart creates an INTERACTION_RESOURCE_FACT record for the routing point instead of the targeted handling resource. (ER# 244844271)

Found In: 8.0.000.73 Fixed In: 

Genesys Info Mart does not provide reporting data for one-step conference scenarios. (ER# 239356191)

Found In: 8.0.000.73 Fixed In: 

Top of Page


Documentation Updates

This section provides corrections and updates for issues found in currently released documentation for this product. This cumulative list is in release-number order with the most recent updates at the top of the list.


The Genesys Info Mart Deployment Guide does not provide information about configuring linked servers in Microsoft SQL Server deployments, to streamline extraction processing. In the chapter about preparing the Genesys Info Mart database, the section about creating database links will be expanded to include information about creating linked servers.

To use SQL Server Management Studio to create a linked server:

  1. Log in to the Info Mart database, using administrator credentials.
  2. In SQL Server Management Studio, open Object Explorer and select Server Objects and then Linked Servers.
  3. Follow Microsoft instructions to create Linked Servers that link to the IDBs from which Genesys Info Mart will extract data.
  4. Log in to the Info Mart database, using the Info Mart user ID.
  5. Verify that you can access IDB tables from the Linked Servers.

(ER# 285048261)

Found in Document Version: 80gim_dep_02-2011_v8.0.101.00
Fixed in Document Version: 
Applies to Releases: 8.0.101.00 and later

Genesys Info Mart now supports multiple Interaction Servers per Interaction Concentrator instance. As a result, information in the Genesys Info Mart 8.0 Deployment Guide stating that Genesys Info Mart supports only one Interaction Server per Interaction Concentrator instance is now obsolete and will be updated in a future release of the document.

Found in Document Version: 80gim_dep_02-2011_v8.0.101.00
Fixed in Document Version: 
Applies to Releases: 8.0.100.21 and later

The Genesys Info Mart Deployment Guide is not clear about Genesys Info Mart support and requirements for reporting on Genesys Voice Platform (GVP) activity. Information in the Deployment Guide will be updated to clarify that:

(ER# 270327233)

Found in Document Version: 80gim_dep_09-2010_v8.0.001.00
Fixed in Document Version: 
Applies to Releases: 8.0.000.73 and later

Top of Page


Discontinued Support

This section documents features that are no longer supported in this software. This cumulative list is in release-number order with the most recently discontinued features at the top of the list.


The following have been discontinued in Genesys Info Mart 8.0.000.73:

Note: For a detailed list of changes between 7.6 and 8.0, see the relevant appendices in the Genesys Info Mart 8.0 Deployment Guide and the Reference Manual for your particular RDBMS.


Top of Page


Internationalization

Information in this section is included for international customers.


There are no known internationalization issues for this product.


Top of Page


Additional Information

Additional information on Genesys Telecommunications Laboratories, Inc. is available on our Technical Support website. The following documentation also contains information about this software. Please consult the Deployment Guide first.

Product documentation is provided on the Technical Support website, the Genesys Documentation wiki, and the Documentation Library DVD (produced monthly) or the Developer Documentation CD.

Note: For the DVD/CD, the New Documents on this DVD/CD page indicates the production date for that disc. Due to disc production schedules, documentation on the Technical Support website may be more up-to-date than what is available on disc immediately after a product is released or updated. To determine the version of a document, check the version number that is located on the second page in PDFs or on the About This File topic in Help files.

Top of Page