Release Note

Contents

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is no longer an affiliate of Alcatel-Lucent; any indication of such affiliation within Genesys products or packaging is no longer applicable.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.genesys.com for more details.

This release note applies to all 8.1 releases of Genesys Info Mart.

• Links in the Contents section enable you to access information regarding a specific release. Releases are listed by version number rather than in date order. For this reason, a recent release may be listed after earlier releases, if the version number is lower. Except when otherwise noted in the information for a specific release, each release includes all of the features and corrections that were introduced for the applicable operating system at earlier dates, regardless of the version numbering.
• The Release Number table lists the supported operating systems for each release at a high level. For more detailed information, see the Genesys Supported Operating Environment Reference Guide.
• The Known Issues and Recommendations section is a cumulative list. It includes information on when individual items were found and, if applicable, corrected.
• The Corrections and Modifications section for each release may list additional issues that were corrected without first being documented as Known Issues.
• The Discontinued Support section is cumulative. It lists functionality that is no longer supported and the release number of the version in which support was discontinued.

Use of Third-Party Software

Genesys follows applicable third-party redistribution policies to the extent that Genesys solutions utilize third-party functionality. For additional information about third-party software used in this product, see the Legal Notices for Genesys Info Mart. Please contact your Genesys Customer Care representative if you have any questions.

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Supported Operating Systems

New in This Release

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

This release contains no new features or functionality.

Corrections and Modifications

This release includes the following corrections and modifications:

The transformation job now correctly processes inbound emails handled by agents and stopped by a strategy. Previously in such scenarios, the transformation job sometimes might not create records for the strategy in the INTERACTION_RESOURCE_FACT (IRF) table, depending on chunking. (GIM-11341)

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Supported Operating Systems

New in This Release

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

This release contains no new features or functionality.

Corrections and Modifications

This release includes the following corrections and modifications:

On Oracle deployments, the transformation job no longer fails due to large values in outbound RECORD_ID fields. The RECORD_ID field can hold up to ten digits (to a maximum value of 9999999999). Previously, Genesys Info Mart expected a value in the RECORD_ID field between 1 and 2147483647, and if the value was greater than expected, the transformation job failed and logged the following exception:

java.lang.NumberFormatException.

(GIM-10150)

Genesys Info Mart now correctly creates rows in the IRF table in scenarios where:

• An agent makes a cross-site consultation call.
• The consultation call ends due to a transfer or conference at the same second that the call is routed back to the first switch, and the T-Server reuses the original CallUUID from the main call.

The transformation job no longer generates unique constraint violation errors in scenarios where the transformation job artificially terminates multimedia interactions that were stuck in a mediation queue used for user data metrics. Previously in such scenarios, the transformation job might generate unique constraint violation errors against Genesys Info Mart user data fact tables, such as:

Database error: ORA-00001: unique constraint (GIM.PK_IRF_USER_DATA_KEYS) violated

(GIM-10122)

In deployments with a partitioned database schema, the extraction job now successfully handles scenarios similar to the following:

• A terminated voice interaction is recorded as stuck by an ICON that is part of an HA pair.
• The extraction of data from one of the T-Servers is delayed.

Unique Constraint Violation for SQL [INSERT INTO GIDB_G_IR_V ...]; ORA-00001: unique constraint (GIM_ETL_ORACLE_8XX.I_G_IR_V_IRID) violated

(GIM-9888)

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Supported Operating Systems

New in This Release

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

Notes:

• At a minimum, Genesys Info Mart release 8.1 requires Interaction Concentrator 8.1.000.24. To enable all of the functionality provided in this release, Genesys Info Mart requires Interaction Concentrator release 8.1.400.08 or higher. For additional recommendations, see ICON Recommendations in the Known Issues and Recommendations section.

• Genesys recommends that you manage jobs using Genesys Info Mart Manager, but if you continue to use Genesys Info Mart Administration Console, Genesys recommends that you use Genesys Info Mart Administration Console release 8.1.3 or higher.

This release contains no new features or functionality.

Corrections and Modifications

This release includes the following corrections and modifications:

Genesys Info Mart now correctly reports on call flows in scenarios where a call is propagated from site A (call A) to site B (call B), then from site B (call B) to site C (call C), after which the call is returned back to Site B (call B). Previously, Genesys Info Mart might have merged this call flow as separate, multiple call flows, and as a result might have transformed the call data into multiple interaction facts. (GIM-9982)

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Supported Operating Systems

New in This Release

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

Notes:

• At a minimum, Genesys Info Mart release 8.1 requires Interaction Concentrator 8.1.000.24. To enable all of the functionality provided in this release, Genesys Info Mart requires Interaction Concentrator release 8.1.400.08 or higher. For additional recommendations, see ICON Recommendations in the Known Issues and Recommendations section.

• Genesys recommends that you manage jobs using Genesys Info Mart Manager, but if you continue to use Genesys Info Mart Administration Console, Genesys recommends that you use Genesys Info Mart Administration Console release 8.1.3 or higher.

This release contains no new features or functionality.

Corrections and Modifications

This release includes the following corrections and modifications:

In deployments with a non-partitioned database schema, error handling logic is improved for constraint violation issues.

Previously in such scenarios, Genesys Info Mart might not have automatically recovered after the transformation job failed or was interrupted. For example, Job_TransformGIM sometimes failed, and generated a message similar to the following:

2015-03-09 12:05:22,434 WARN ecp-1-200512 20049 Job step 'CORE_MM' failed. com.genesyslab.gim.etl.exceptions.TaskExecutionException:com.genesyslab.gim.etl .exceptions.JdbcUniqueConstraintViolationException: executeUpdate; Unique Constraint Violation for SQL [INSERT INTO GENESYSINFO.IRF_USER_DATA_GEN_1

The transformation job no longer fails when all user data KVPs mapped to dimension tables, including those that are predefined out-of-box, are deleted or disabled (by setting ACTIVE_FLAG=0) from the user data configuration table (CTL_UD_TO_UDE_MAPPING).

Previously in this scenario, transformation might fail with an error similar to the following:

Uncategorized SQLException for SQL [SELECT TMP_IRF_V.INTERACTION_RESOURCE_ID,TMP_IRF_V.START_DATE_TIME_KEY,TMP_IRF_V.TENANT_KEY INTO dbo.TMP_IRF_USER_DATA_KEYS FROM ; SELECT @@ROWCOUNT]; SQLSTATE=S0001; error code=102; DBError=UNCATEGORIZED; Incorrect syntax near ';'.

Note: Genesys does not recommend removing or disabling out-of-box user data KVPs. Doing so can lead to unexpected results in out-of-box GI2 Reports.

(GIM-9820)

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Supported Operating Systems

New in This Release

There are no restrictions for this release. Refer to the Deployment Procedure for this release to deploy the installation package within your environment.

Notes:

• At a minimum, Genesys Info Mart release 8.1 requires Interaction Concentrator 8.1.000.24. To enable all of the functionality provided in this release, Genesys Info Mart requires Interaction Concentrator release 8.1.400.08 or higher. For additional recommendations, see ICON Recommendations in the Known Issues and Recommendations section.

• Genesys recommends that you manage jobs using Genesys Info Mart Manager, but if you continue to use Genesys Info Mart Administration Console, Genesys recommends that you use Genesys Info Mart Administration Console release 8.1.3 or higher.

This section describes new features that were introduced in this release of Genesys Info Mart.

• Two new configuration options, partitioning-interval-size-gidb-mm and partitioning-interval-size-gidb-ocs in the [gim-etl] section, enable you to improve performance by adjusting the size of GIDB partitions to suit the characteristics of multimedia or Outbound Contact interactions in your deployment.

  Transformation performance is optimal when, on the one hand, partitions are large enough that data that is being actively used is in the fewest number of partitions while, on the other hand, the partitions are small enough that their indexes can fit into the cache.

  partitioning-interval-size-gidb-mm
  Default Value: partitioning-interval-size-gidb
  Valid Values: Any positive integer
  Dependencies: None
  Changes Take Effect: At the next run of Job_MaintainGIM

  This option specifies the size of partitions, in seconds, for partitioned GIDB tables that store multimedia interaction data. Genesys recommends increasing the size of GIDB partitions for multimedia interactions, which typically live longer than voice interactions but generate a smaller volume of data.

  partitioning-interval-size-gidb-ocs
  Default Value: partitioning-interval-size-gidb
  Valid Values: Any positive integer
  Dependencies: None
  Changes Take Effect: At the next run of Job_MaintainGIM

  This option specifies the size of partitions, in seconds, for partitioned GIDB tables that store Outbound Contact–related data.

  When partitioning-interval-size-gidb-mm and partitioning-interval-size-gidb-ocs are set, Job_MaintainGIM creates partitions of the specified size in the Info Mart database in preparation for future ETL cycles. If the options are not specified, the value of partitioning-interval-size-gidb, which has a default value of 24 hours (86400 seconds), is used.

• In some eServices processing flows, an agent who wishes to stop an interaction does so by placing the interaction into a StopIxn Interaction Queue (rather than stopping the interaction directly), after which a strategy stops the interaction and performs post-processing. In order to better represent these flows, a new configuration option, stop-ixn-queues, has been added to the [gim-transformation] section to identify the StopIxn Interaction Queues.

  stop-ixn-queues
  Default Value: No default value
  Valid Values: A comma-separated list of queue names
  Dependencies: None
  Changes Take Effect: At the next run of Job_TransformGIM

  This option specifies the StopIxn Interaction Queues.

  If an agent places an interaction into an Interaction Queue identified by this option, Genesys Info Mart will indicate that the agent has completed processing of this interaction, instead of indicating that the agent has transferred the interaction to another resource.

• The following new log message is generated (not more than once per interaction in each ETL cycle) when the limit specified by max-msfs-per-irf is exceeded:

  (55-20120) Number of MSFs per IRF in an interaction with irId=<interaction_ID> exceeds the limit <max_number>. Some MSFs in this interaction will be discarded.

• This release includes schema and configuration changes to prepare Genesys Info Mart to support additional interaction flows, such as the Voice Callback feature of Genesys Mobile Services. The following observable changes in the 8.1.402 installation package are added to support this feature in a future release:

  • A new CALLBACK_FACT table and new callback dimension tables (CALLBACK_DIM_1, CALLBACK_DIM_2, CALLBACK_DIM_3), which are defined in the make_gim.sql and make_gim_partitioned.sql scripts.
  • Additional KVPs specified in the ccon_adata_spec_GIM_example.xml file, for ICON to store in IDB: _CB_SERVICE_ID, _CB_T_SERVICE_START, _CB_T_CALLBACK_ACCEPTED, _CB_T_CUSTOMER_CONNECTED, and GSYS_IVR.
  • For some of the additional KVPs, user data mapping specified in the make_gim.sql and make_gim_partitioned.sql scripts.
  • A new configuration file, UeConfiguration.xml, to map UserEvent KVPs.
  • New technical results of DEFERRED/CALLBACKACCEPTED and INCOMPLETE/UNSPECIFIED.
  • A new interaction subtype, OUTBOUNDCALLBACK.

Corrections and Modifications

This release includes the following corrections and modifications:

In Oracle deployments with configured database links to IDBs, the extraction job now completes successfully. In this scenario with previous 8.1.4 releases, the extraction job might fail, generating the following error: ORA-02084: database name is missing a component. (GIM-9539)

The User Data Assistant now correctly specifies the CTL_UD_TO_UDE_MAPPING.CONVERT_EXPRESSION column in the make_gim_UDE.sql or make_gim_UDE_partitioned.sql script it generates. Previously, the generated script created a column with an invalid name (CONVERT_FUNCTION). (GIM-9529)

Genesys Info Mart now provides a correct application DBID (APPDBID) value in messages sent to Genesys Message Server. Previously, Genesys Info Mart used a value of 0 for APPDBID, which caused Solution Control Server to not generate the expected alarm. (GIM-9527)

Genesys Info Mart now correctly handles scenarios where a Virtual Routing Point (VRP) is used while a call is queued at a routing point, and the routing point is preceded either by a DN that redirects the call or by another routing point. Previously in such scenarios, an IRF record was created with INTERACTION_RESOURCE_ID equal to 0. (GIM-9518)

Genesys Info Mart no longer encounters a deadlock in situations where, after the connection to the database is lost, one thread attempts to re-open the connection to the database (JobController.dbOpen) while another thread attempts to update a job status (JobController.setJobStatus). (GIM-9517)

Genesys Info Mart Server now successfully processes requests from Administration Console and Genesys Info Mart Manager in scenarios where Genesys Info Mart Manager disconnects before Genesys Info Mart Server finishes processing a request. Previously in this scenario, Genesys Info Mart Server might stop processing requests until you restarted Genesys Info Mart Server. (GIM-9463)

On Oracle deployments with a partitioned database schema, partitioned tables now have a primary key, as they do in other Genesys Info Mart database schemas. Previously in this scenario, partitioned tables had a local unique index with the same name as the primary key. (GIM-9456)

This release improves high availability (HA) support for unexpected extraction failures (for example, when an index on the IDB from which Genesys Info Mart is extracting data is corrupted). Genesys Info Mart is now more likely to recover from unexpected partial extraction failures, by switching over to another available IDB on an ad hoc basis. Previously, once the best IDB session for extraction of a particular chunk was identified, Genesys Info Mart was not able to switch over to another available IDB if the extraction job encountered unexpected errors, and the extraction job failed. (GIM-9453)

The migration job now runs update_IDB_* scripts unconditionally, without checking the IDB for version data stored by previous executions of the update_IDB_* scripts. Previously, the extraction job might fail in scenarios where the IDB schema was changed. (For example, when a new GC_ANNEX table was added to the IDB by migration of Interaction Concentrator.) (GIM-9450)

Genesys Info Mart now correctly handles the deletion of the gim-etl section defined for a DN or Script configuration object. Previously in such scenarios, Genesys Info Mart continued to use configuration values defined in the deleted gim-etl section. (GIM-9339)

This release improves Genesys Info Mart behavior in environments in which Genesys Info Mart and the ICON configured with role=cfg are not connected to the same Configuration Server or Configuration Server Proxy. Previously in these environments, data processing might have failed or been delayed, and the extraction job might have generated invalid error messages about configuration data being delayed (see the Known Issue). (GIM-9316)

Genesys Info Mart now correctly processes Genesys Info Mart–related updates for Script and DN objects that previously did not have Genesys Info Mart–specific annex values. Previously in this scenario, Genesys Info Mart ignored these updates unless Genesys Info Mart was restarted. (GIM-9315)

Genesys Info Mart now correctly updates RESOURCE_.SWITCH_NAME in scenarios where the switch name has been changed in Configuration Server. (GIM-9026)

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Supported Operating Systems

New in This Release

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

Notes:

• At a minimum, Genesys Info Mart release 8.1 requires Interaction Concentrator 8.1.000.24. To enable all of the functionality provided in this release, Genesys Info Mart requires Interaction Concentrator release 8.1.400.08 or higher. For additional recommendations, see ICON Recommendations in the Known Issues and Recommendations section.

• Genesys recommends that you manage jobs using Genesys Info Mart Manager, but if you continue to use Genesys Info Mart Administration Console, Genesys recommends that you use Genesys Info Mart Administration Console release 8.1.3 or higher.

This release contains no new features or functionality.

Corrections and Modifications

This release includes the following corrections and modifications:

Genesys Info Mart now correctly reports the resource role in the IRF table for scenarios in which a nonself-service IVR port transfers the call to an agent on a remote switch, and the premise T-Server used with the IVR Server does not support the TSingleStepTransfer feature request. Previously in these scenarios, the resource role for the receiving agent might have been incorrectly reported as RECEIVEDTRANSFER instead of RECEIVED, ROUTEDTO, or DIVERTEDTO. (GIM-9452)

In HA deployments, the extraction job now correctly extracts data for the second that is last in an HA data source session (DSS1) when data for that second is present in another HA data source session (DSS2) as a non-last second. Data for this second is extracted from DSS2. Previously in this scenario, the extraction job might have extracted data for this second from DSS1 instead of DSS2, which might have caused incomplete extraction of the data for that second. (GIM-9430)

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Supported Operating Systems

New in This Release

There are no restrictions for this release. Refer to the Deployment Procedure for this release to deploy the installation package within your environment.

Notes:

• At a minimum, Genesys Info Mart release 8.1 requires Interaction Concentrator 8.1.000.24. To enable all of the functionality provided in this release, Genesys Info Mart requires Interaction Concentrator release 8.1.400.08 or higher. For additional recommendations, see ICON Recommendations in the Known Issues and Recommendations section.

• Genesys recommends that you manage jobs using Genesys Info Mart Manager, but if you continue to use Genesys Info Mart Administration Console, Genesys recommends that you use Genesys Info Mart Administration Console release 8.1.3 or higher.

This release contains no new features or functionality.

Corrections and Modifications

This release includes the following corrections and modifications:

The following schema changes are introduced to improve performance and robustness of Genesys Info Mart operations:

• Indexes have been added to or removed from various GIDB tables.
• The data type of the STG_ACTIVE_CALL.LAST_IRF_PARTY_KEY has changed from NUMBER(10) to NUMBER(19). This reduces the risk of jobs failing due to overflow errors in very large multimedia deployments.

The default size of the Invoker Queue is increased to 1024. Previously, the default value was 256, and in deployments with a large Genesys Configuration Server database, the Genesys Info Mart configuration might fail to load, generating the log message "Invoker is overloaded". (GIM-9415)

The following new technical descriptor combinations are introduced:

• Received/Redirected/PulledBack
• ReceivedTransfer/Redirected/PulledBack
• RedirectedTo/Redirected/PulledBack

These combinations could occur in multimedia deployments when an interaction is routed to an agent and is then pulled back from the agent into an interaction queue (for example, after a timeout).

(GIM-9362)

Genesys Info Mart now correctly reports the resource role in the IRF table for timing scenarios in which the IDB shows a cross-switch transfer or conference being performed in the same instant that the consultation call is routed from the source switch, but before the call arrives at the target switch. Previously in this scenario, the IRF record for the transfer or conference recipient contained an incorrect resource role of RECEIVED, RECEIVEDCONSULT, ROUTEDTO, or DIVERTEDTO instead of RECEIVEDTRANSFER or INCONFERENCE. (GIM-9353)

To supplement Genesys Info Mart’s special handling for strategies that generate excessive numbers of unsuccessful attempts to route interactions to a handling resource, a new configuration option (max-msfs-per-irf in the [gim-etl] section) enables you to limit the number of MSF records associated with a single IRF record in the Info Mart database. Previously, particularly in deployments with large quantities of long-living multimedia interactions (thousands of active interactions that last more than two weeks) and with routing strategies that moved an interaction between queues many times per day before finally routing the interaction to an agent, huge numbers of MSF records might slow Genesys Info Mart performance to an unacceptable extent.

max-msfs-per-irf
Default Value: 50
Valid Values: 10–10000
Dependencies: None
Changes Take Effect: At the next run of Job_TransformGIM

This option specifies the limit for the number of MSF records that are associated with a given multimedia interaction that will be represented in the Info Mart database. When the number of MSF records associated with a single IRF record exceeds the limit, the transformation job processes only the first n mediation DNs and the last n mediation DNs in the interaction, where n = max-msfs-per-irf/2. In this way, ETL performance avoids being degraded by huge numbers of MSF records for unsuccessful routing attempts for "stuck strategy" scenarios. The first n mediation records for a given interaction are processed by the transformation job and populated in the MSF table as they occur. The last n records are postponed until an associated IRF record has been created.

The option does not affect the mediation durations that are reported in the IRF (QUEUE_DURATION, ROUTING_POINT_DURATION, MEDIATION_DURATION, and PREVIOUS_MEDIATION_DURATION); all these metrics correctly report the full overall mediation time.

(GIM-9347)

For any configuration option that is configured to an empty value, Genesys Info Mart now automatically uses default values. Previously in this scenario, Genesys Info Mart inserted empty strings into SQL queries, which could cause a job to fail. In particular, if no value was specified for the etl-start-date option in the [gim-etl] section, Job_InitializeGIM failed in Oracle deployments. (ER# 322362101, GIM-3070, GIM-9342)

During migration from release 8.1.3 or earlier to 8.1.401 or later (in deployments that include multimedia) Genesys Info Mart creates new GIDB_G_IR_MM, GIDB_G_CALL_MM, GIDB_G_ROUTE_RESULT_MM, GIDB_G_VIRTUAL_QUEUE_MM, GIDB_G_PARTY_MM, and GIDB_G_PARTY_HISTORY_MM tables, renaming the existing tables to GIDB_G_*_MM_BK. Genesys Info Mart populates the new GIDB_G_*_MM tables with any active interaction data that has not yet been transformed. The renamed (*_BK) tables are retained for your reference. Previously, during migration from 8.1.3 or earlier to 8.1.400, the content of these tables was not preserved. (GIM-9303)

Beginning with release 8.1.301.07 (for 8.1.3 deployments) and 8.1.401.02 (for 8.1.4 deployments), Genesys Info Mart no longer requires you to use separate Interaction Concentrator instances or HA sets to store Voice and Outbound Contact details. (GIM-9302)

The transformation job no longer fails when it encounters late-arriving user data in multimedia interactions. (Late-arriving user data refers to user data that is created after Interaction Server has terminated the interaction.) Previously in such scenarios, it appeared that an already-terminated interaction was being resubmitted for processing, causing the transformation job to fail and display a Unique Constraint Violation error message. (GIM-9300)

For voice interactions, Genesys Info Mart now correctly populates the WORKBIN_KEY column of the MEDIATION_SEGMENT_FACT table with a value of -2, which references the default WORKBIN dimension row. Previously, this column was erroneously populated with a null value. (GIM-9299)

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Supported Operating Systems

New in This Release

There are no restrictions for this release. Refer to the Deployment Procedure for this release to deploy the installation package within your environment.

Notes:

• At a minimum, Genesys Info Mart release 8.1 requires Interaction Concentrator 8.1.000.24. To enable all of the functionality provided in this release, Genesys Info Mart requires Interaction Concentrator release 8.1.400.08 or higher. For additional recommendations, see ICON Recommendations in the Known Issues and Recommendations section.

• Genesys recommends that you manage jobs using Genesys Info Mart Manager, but if you continue to use Genesys Info Mart Administration Console, Genesys recommends that you use Genesys Info Mart Administration Console release 8.1.3 or higher.

This section describes new features that were introduced in the 8.1.4 release of Genesys Info Mart. For more information about new or changed functionality, see the "New in This Release" section in the Genesys Info Mart 8.1 Deployment Guide. For more information about database schema changes, see the "New in This Release" section in the Genesys Info Mart 8.1 Reference Manual for your RDBMS.

• Genesys Info Mart Manager — Genesys Info Mart Manager is a new, web-based GUI to manage Genesys Info Mart operations. Genesys Info Mart Manager provides the same functionality as the Genesys Info Mart Administration Console, and Genesys Info Mart release 8.1.4 supports using either Genesys Info Mart Manager or the Administration Console, or both, to manage day-to-day operations. Genesys Info Mart Manager requires Genesys Administrator Extension (GAX) 8.5.0 or later.

• Improved Aggregation Management — In deployments that include Genesys Interactive Insights (GI2) or the separately installed Reporting and Analytics Aggregates (RAA) package:

• You can now issue re-aggregation requests from Genesys Info Mart Manager or the Genesys Info Mart Administration Console. Previously, re-aggregation requests could be issued only from the command line.

• RAA log messages now use the Genesys Info Mart log format, and RAA messages are now available in Solution Control Interface (SCI).

• Support for Data Access Restrictions in GI2 — In deployments with Interaction Concentrator 8.1.4 and later, Genesys Info Mart supports GI2 functionality to control visibility of GI2 data and reports. New *_ANNEX tables in the Info Mart database store configuration data that enables GI2 to control visibility of certain data and reports, based on attributes such as a user's location or line of business. A new configuration option, days-to-keep-deleted-annex in the [gim-etl] section, enables you to specify a data-retention policy for deleted *_ANNEX dimension data.

• Multimedia Transformation Improvements — Various internal enhancements, mostly arising from a more incremental approach to transformation processing, improve the performance and data quality of multimedia transformation, particularly for very long-living interactions or interactions with inappropriate routing strategies that result in very large numbers of parties or virtual queues ("runaway strategies").

  To prevent performance and out-of-memory issues with runaway strategies, it is no longer necessary to artificially limit how much of the data that is associated with a single interaction will be selected for transformation in a single chunk. Therefore:

  • The max-parties-per-call configuration option has been discontinued.

  • Log message numbers 55-20120, 55-20121, and 55-20122 are no longer generated.

  Note: To implement these enhancements in existing deployments, Genesys Info Mart creates new GIDB_G_PARTY_HISTORY_MM, GIDB_G_CALL_MM, GIDB_G_VIRTUAL_QUEUE_MM, GIDB_G_USERDATA_HISTORY_MM, and GIDB_G_SECURE_UD_HISTORY_MM tables during migration. Genesys Info Mart populates the new GIDB_G_*_MM tables by copying over only interaction data that has not yet been transformed. Interaction data that has already been fully transformed and is not required for subsequent processing is not preserved.

• Agent Transformation Improvements — Changes in agent-activity processing improve the performance and data quality of agent transformation. The most significant observable change is a new configuration option, ignored-reason-codes in the [gim-transformation] section, which enables you to filter out agent-state reason codes that are not useful for reporting.

• New Technical Descriptors — The following new technical descriptor combinations have been introduced:

  • InConference/Redirected/PulledBack, which can occur in multimedia deployments with Interaction Concentrator release 8.1.200.18 or later, when an agent leaves a chat interaction abnormally. As a related change, the role reason and technical result reason of PulledBackTimeout have been renamed to PulledBack, because Interaction Server might have pulled the interaction back for reasons other than a timeout.

  • RoutedTo/Redirected/PulledBack, which can occur in multimedia deployments when an interaction is routed to an agent and is then pulled back from the agent into an interaction queue (for example, after a timeout).

• get_gim_data — get_gim_data, a utility to extract Info Mart data for troubleshooting purposes, is now included in the Genesys Info Mart IP. Previously, get_gim_data was obtainable only from Genesys Customer Care.

• OS and RDBMS Changes — For information about operating system (OS) and RDBMS changes in this release, see the Genesys Supported Operating Environment Reference Guide. See also the Discontinued Support section.

Corrections and Modifications

This release includes the following corrections and modifications:

A number of indexes on GIDB, Control, and user-data extension tables have been removed from the PostgreSQL schema, because they serve no purpose in a partitioned database. For a list of the indexes that were removed, see the Genesys Info Mart 8.1 PostgreSQL Reference Manual. (GIM-9149)

Genesys Info Mart now correctly populates CONS_RCV_HOLD_COUNT and CONS_RCV_HOLD_DURATION in multimedia collaboration scenarios where INTERACTION_RESOURCE_FACT (IRF) records associated with a consultation call were created in one extract, transform, and load (ETL) cycle, and the consult was placed in the agent's workbin in the next ETL cycle. Previously in this scenario, Genesys Info Mart might fail to populate these fields. (GIM-9088)

Genesys Info Mart now correctly updates MET_SERVICE_OBJECTIVE_FLAG in cases where a multimedia interaction is in a ringing state in two ETL cycles. Previously, in such cases, Genesys Info Mart might have failed to update MET_SERVICE_OBJECTIVE_FLAG to 0 in the second ETL cycle. (GIM-9087)

Genesys Info Mart now correctly reports the resource role in the IRF table for the following scenarios:

• An agent initiates a consultation call that reaches a nonself-service IVR Port.
• The nonself-service IVR Port transfers the consultation call to a second agent.
• The consultation call is completed with a transfer or conference.

or

• An agent transfers a call to a nonself-service IVR Port.
• The nonself-service IVR Port then transfers the call to a second agent

Previously, the IRF record for the transfer or conference recipient might have had an incorrect resource role of RECEIVED, ROUTEDTO, or DIVERTEDTO instead of RECEIVEDTRANSFER or INCONFERENCE. (GIM-9079)

In Oracle Real Application Clusters (RAC) environments, Genesys Info Mart now correctly creates or updates IRF_USER_DATA_KEYS records by using the new ORDER attribute, which is added to the Oracle sequences of the CTL_AUDIT_LOG_KEY and user data dimension tables.

Previously, although this issue was fixed (ER# 313829174, 312532588) in 8.1.1 releases (beginning with release 8.1.103.05), it might still have occurred in 8.1.2 and 8.1.3 releases. (GIM-9071)

Genesys Info Mart now correctly associates user data with the MEDIATION_SEGMENT_FACT (MSF) row for a virtual queue in the following scenario:

• The link-msf-userdata configuration option is set to true for a given virtual queue DN.
• User data that is mapped using the CALL, IRF, or IRF_FIRST_UPDATE propagation rule is set at the same second that the call is diverted, abandoned, or cleared from the virtual queue.

Previously in this scenario, the user data associated with the MSF row might not have reflected the correct value. (GIM-9046)

Genesys Info Mart now correctly populates IRF CUSTOMER_* metrics in the following scenario:

• The T-Server propagated-call-type option is set to true.
• An agent makes a consultation call that is routed cross-site and then returns to the original switch.
• A second agent answers the consultation call, and is later conferenced with the customer.
• The agent who initiated the conference hangs up, leaving the customer on the call with the agent who joined by conference.

Previously, in the IRF table, the CUSTOMER_* metrics for the agent who joined by conference might not have reflected all of the time that elapsed after the conference initiator hung up. (GIM-9012)

Genesys Info Mart no longer encounters constraint violations on the INTERACTION_FACT primary key when the transformation job processes a multimedia interaction that was placed into an archive queue for completed interactions (in other words, the Interaction Queue is included in the list of queue names specified in the completed-queues configuration option). Previously, the transformation job might try to insert a new INTERACTION_FACT record for an interaction that had some activity after the interaction was placed into the archive queue and, therefore, after Genesys Info Mart considered the interaction to be terminated. The attempt to insert a new record caused constraint violations on the INTERACTION_FACT primary key. There were no data-quality issues related to these constraint violations. (GIM-8873)

Genesys Info Mart now reports the correct end time for agent states in the SM_RES_STATE_FACT table in scenarios where an agent is logged in to multiple endpoints. Previously, an incorrect end time could be recorded in some scenarios where:

• An agent was logged in to multiple endpoints.
• The agent was in the same state on multiple endpoints.
• The state ended on one endpoint in one ETL cycle, and on another endpoint in a later ETL cycle.

Genesys Info Mart now correctly links the MSF record for a virtual queue to the IRF record for the answering agent in scenarios where:

• The strategy is loaded on a SIP Server routing point that is configured with the SIP Server divert-on-ringing configuration option set to false.
• At least one re-route-on-no-answer (RONA) occurs prior to the agent answering.
• The ICON ring-divert configuration option is set to 1.

Genesys Info Mart now correctly populates the mediation information in the IRF table (for example, MEDIATION_SEGMENT_ID and MEDIATION_RESOURCE_KEY) in multimedia scenarios in which there are overlapping outbound replies, including an outbound reply that enters mediation during one ETL cycle, and comes out of mediation during a later ETL cycle. (GIM-8699)

Genesys Info Mart now correctly populates the ANCHOR_FLAGS_KEY column for certain multimedia interactions. Previously, Genesys Info Mart might fail to update the field when required in certain scenarios (for example, when an agent's invitation into an interaction was transformed in one ETL cycle, and the agent's acceptance of the invitation was transformed in a later ETL cycle). (GIM-8697)

When Genesys Info Mart purges nonpartitioned tables, it now logs the correct number of deleted rows. Previously, when Genesys Info Mart purged a table in multiple chunks, it logged the number of deleted rows for the last chunk only, generating a log message similar to the following:

PurgeAction.purgeTable - exit(elapsed NNN ms) returning CONTACT_ATTEMPT_FACT, rowsDeleted=NNN

(GIM-8547)

Genesys Info Mart no longer delays the creation of MSF records for virtual queues when the only activity stored in the Interaction Database (IDB) for an interaction during the transformation of the current chunk is that the interaction was placed in the virtual queue. Previously, in such scenarios, Genesys Info Mart might have delayed creation of MSF records until either the interaction left the virtual queue, or some other user data update was recorded in the IDB for this interaction. (GIM-3071)

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Supported Operating Systems

New in This Release

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

Notes:

• At a minimum, Genesys Info Mart release 8.1 requires Interaction Concentrator 8.1.000.19. To enable all of the functionality provided in this release of Genesys Info Mart, Genesys recommends that you use Interaction Concentrator release 8.1.100.39 or higher. For additional recommendations, see ICON Recommendations in the Known Issues and Recommendations section.
• Genesys recommends that you use Genesys Info Mart Administration Console release 8.1.3 or higher.

This release contains no new features or functionality.

Corrections and Modifications

This release includes the following corrections and modifications:

Genesys Info Mart now permits combining Outbound Contact details with Voice details within an Interaction Concentrator instance or high availability (HA) set. Previously, this topology was not supported. (GIM-9085)

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Supported Operating Systems

New in This Release

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

Notes:

• At a minimum, Genesys Info Mart release 8.1 requires Interaction Concentrator 8.1.000.19. To enable all of the functionality provided in this release of Genesys Info Mart, Genesys recommends that you use Interaction Concentrator release 8.1.100.39 or higher. For additional recommendations, see ICON Recommendations in the Known Issues and Recommendations section.
• Genesys recommends that you use Genesys Info Mart Administration Console release 8.1.3 or higher.

This release contains no new features or functionality.

Corrections and Modifications

This release includes the following corrections and modifications:

Genesys Info Mart now correctly creates records in the MSF table for workbin and Interaction Queue parties. Previously, Genesys Info Mart might have delayed creation of the MSF record until the associated party was terminated. (GIM-9298)

Genesys Info Mart now correctly reports a technical result of Conferenced in the IRF table in scenarios where:

• An agent is handling a customer call.
• The agent puts the customer call on hold, and places a consultation call to another agent.
• The agent alternates calls prior to completing the consultation call with a conference.

(GIM-8844)

Genesys Info Mart now correctly populates links between MEDIATION_SEGMENT_FACT (MSF) records and IRF records in scenarios in which the Interaction Server hide-activity functionality is used to hide redundant activity of strategies in eServices business processes. In such scenarios, the extraction job might miss some data related to events from "hidden" strategies that happened in the past; in previous Genesys Info Mart releases, this caused incorrect values in the following fields, which link MSF records and IRF records: MEDIATION_SEGMENT_ID and MEDIATION_RESOURCE_KEY in the IRF record, and TARGET_IXN_RESOURCE_ID and TECHNICAL_DESCRIPTOR_KEY in the MSF record. (GIM-8842)

The transformation job now runs successfully following an update of Genesys Info Mart. Previously, the transformation job might fail with an error indicating that the table TMP_UD_IRF_FOR_LATE_UD_V was missing. (GIM-8828)

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Supported Operating Systems

New in This Release

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

Notes:

• At a minimum, Genesys Info Mart release 8.1 requires Interaction Concentrator 8.1.000.19. To enable all of the functionality provided in this release of Genesys Info Mart, Genesys recommends that you use Interaction Concentrator release 8.1.100.39 or higher. For additional recommendations, see ICON Recommendations in the Known Issues and Recommendations section.
• Genesys recommends that you use Genesys Info Mart Administration Console release 8.1.3 or higher.

This release contains no new features or functionality.

Corrections and Modifications

This release includes the following corrections and modifications:

Genesys Info Mart now correctly creates records in user-data extension (UDE) fact tables for all multimedia interactions. Previously, records for some transformed multimedia interactions might be missing from UDE fact tables if a previous transformation job failed, or if there were call flows for which Genesys Info Mart created records for a given party in the MSF and IRF tables in separate transformation cycles. (GIM-8816)

Genesys Info Mart now correctly processes re-route-on-no-answer (RONA) scenarios in which a call is redirected many consecutive times. Previously in such scenarios, the transformation job may have become stuck. (GIM-8779)

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Supported Operating Systems

New in This Release

There are no restrictions for this release. Refer to the Deployment Procedure for this release to deploy the installation package within your environment.

Notes:

• At a minimum, Genesys Info Mart release 8.1 requires Interaction Concentrator 8.1.000.19. To enable all of the functionality provided in this release of Genesys Info Mart, Genesys recommends that you use Interaction Concentrator release 8.1.100.39 or higher. For additional recommendations, see ICON Recommendations in the Known Issues and Recommendations section.
• Genesys recommends that you use Genesys Info Mart Administration Console release 8.1.3 or higher.

This release contains no new features or functionality.

Corrections and Modifications

This release includes the following corrections and modifications:

In Oracle deployments, Job_ExtractICON no longer experiences significant delays when extracting very large amount of data from GCX tables in one chunk. Previously in these scenarios (for example, when extracting 600,000 rows for GCX_SKILL_AGENT in one chunk), Job_ExtractICON might take up to several hours to complete. (GIM-8770)

It is now possible to run Genesys Info Mart tenant views scripts for Microsoft SQL Server by using the sqlcmd utility. Previously, using the sqlcmd utility for this purpose caused an incorrect syntax error. (GIM-8731)

In Microsoft SQL Server deployments, Job_MaintainGIM no longer fails due to using INFORMATION_SCHEMA.COLUMNS to determine the schema of an object. Previously, Job_MaintainGIM might fail, generating a log message similar to the following:

Job step 'PURGE' failed. com.microsoft.sqlserver.jdbc.SQLServerException: ALTER TABLE SWITCH statement failed because table 'INTERACTION_RESOURCE_FACT' has 112 columns and table 'TMP__INTERACTION_RESOURCE_FACT' has 111 columns.

This change pertains to the following statement from Microsoft (full text):
TABLE_SCHEMA Name of schema that contains the table.
Important: Do not use INFORMATION_SCHEMA views to determine the schema of an object. The only reliable way to find the schema of a object is to query the sys.objects catalog view.

(GIM-8696)

During startup, Genesys Info Mart now reads all configured Script objects once, in a single request. Previously, for each configured Switch object, Genesys Info Mart repeated the request to read all configured Script objects in the deployment. This caused performance issues and sometimes overloaded the Invoker object or resulted in an OutOfMemory exception. (GIM-8695)

The transformation job no longer uses a partition range in the query used to select CAMPAIGN_GROUP_SESSION_FACT records on non-partitioned databases. Previously, in non-partitioned deployments, if the actual campaign duration exceeded the value specified by the max-camp-group-session-duration-in-hours configuration option, Genesys Info Mart missed the CAMPAIGN_GROUP_SESSION_FACT record and failed with the following error:

DBError=CONSTRAINT_VIOLATION_NOT_NULL_VIOLATION; ORA-01400: cannot insert NULL into ("‹schema-name›"."TMP_REC_STOP"."CAMP_GROUP_SESSION_ACTIVE").

(GIM-8681)

The precision of audit keys has been increased. Previously, Genesys Info Mart jobs might fail (producing a numeric overflow error) when audit key generation reached the 32-bit integer boundary (2,147,483,647). (GIM-8643)

Genesys Info Mart now correctly reports *_DIAL_DURATION in the IRF table in the following scenario:

1. An agent makes an outbound call that is answered by an external resource.
2. The agent later single-step transfers the call to a local routing point.
3. The local routing point routes the call cross-switch.
4. The call returns to the original switch using a new CallUUID.
5. A second agent answers the transferred call.

Previously, Genesys Info Mart may have incorrectly recorded too large of a *_DIAL_DURATION value for the initiating agent.

(GIM-8585)

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Supported Operating Systems

New in This Release

There are no restrictions for this release. Refer to the Deployment Procedure for this release to deploy the installation package within your environment.

Notes:

• At a minimum, Genesys Info Mart release 8.1 requires Interaction Concentrator 8.1.000.19. To enable all of the functionality provided in this release of Genesys Info Mart, Genesys recommends that you use Interaction Concentrator release 8.1.100.39 or higher. For additional recommendations, see ICON Recommendations in the Known Issues and Recommendations section.
• Genesys recommends that you use Genesys Info Mart Administration Console release 8.1.3 or higher.

This section describes new features that were introduced in the 8.1.3 release of Genesys Info Mart. For more information about new or changed functionality, see the "New in This Release" section in the Genesys Info Mart 8.1 Deployment Guide. For more information about database schema changes, see the "New in This Release" section in the Genesys Info Mart 8.1 Reference Manual for your RDBMS.

• Security Enhancements — Transport Layer Security (TLS) features have been enhanced to include support for:

  • Mutual TLS
  • Compliance with Federal Information Processing Standards (FIPS)

  Note: This release of Genesys Info Mart supports the enhanced TLS features on Windows platforms only.

• Operating System (OS) and RDBMS Changes:

  • Genesys Info Mart supports using PostgreSQL 9.2 for the Info Mart database. The Info Mart database on PostgreSQL must be partitioned. A new job, Job_UpdateStats, supports the use of PostgreSQL.
  • For information about additional OS and RDBMS changes in this release, see the Genesys Supported Operating Environment Reference Guide.

  Notes:

  • The Genesys Info Mart Administration Console requires DB Server 8.1.3 or later to connect to the Info Mart database on PostgreSQL or Microsoft SQL Server 2012.
  • This release of Genesys Info Mart does not support Secure Socket Layer (SSL) over the JDBC connection to the Info Mart database on PostgreSQL.
  • The User Data Assistant in this release of Genesys Info Mart does not support PostgreSQL.

• Improved Reporting for intelligent Workload Distribution (iWD) — For iWD and other scenarios in which multimedia interactions are placed into "archiving" Interaction Queues, instead of being terminated immediately after processing, special handling enables Genesys Info Mart to provide more accurate reporting data and improved performance.

• Agent Transformation Improvements — Changes in agent-activity processing improve the performance and data quality of agent transformation.

• Miscellaneous — Various enhancements to improve Genesys Info Mart reliability, performance, and data quality include the following:

  • Minor schema changes that improve database performance and enhance data quality.
  • Enhancements that optimize the loading of configuration data during Genesys Info Mart startup, as well as processing of configuration updates.
  • Enhanced logging about application connections.

Corrections and Modifications

This release includes the following corrections and modifications:

Genesys Info Mart no longer creates duplicate CONTACT_ATTEMPT_FACT (CAF) records in scenarios where the duration of an outbound campaign exceeds the value of the max-camp-group-session-duration-in-hours configuration option. Previously in this scenario, Genesys Info Mart might create more than one CAMPAIGN_GROUP_SESSION_FACT record with a given session ID, and a separate CAF record for each. (GIM-8568)

Genesys Info Mart no longer fails to immediately advance the high-water mark (HWM) for newly added data sources that have a data-source session (DSS) with data below the extraction window, and only NO_DATA within the extraction window. Previously in this scenario, when a new data source was configured but not producing data, Genesys Info Mart might fail to advance the HWM, causing delays in data processing. (GIM-8550)

Genesys Info Mart now correctly processes the q-answer-threshold-voice options defined in the [gim-etl] section on the Annex tab of the Switch objects. Previously, Genesys Info Mart transformed data only using the q-answer-threshold-voice option that is set on the Application or DN object level. (GIM-8546)

During multimedia data transformation, Genesys Info Mart now correctly populates the ANCHOR_FLAGS_KEY column in the IRF table when data that an interaction is rejected by an agent arrives during one ETL cycle, while data that the same interaction is accepted by another agent arrives during a different ETL cycle. (GIM-8514)

Genesys Info Mart now enters the migration state if Job_ExtractICON is launched from the Genesys Info Mart Administration Console, and Genesys Info Mart information in one of the Interaction Database (IDB) schemas is not up-to-date. Previously, Genesys Info Mart detected that IDB was not up-to-date only if Job_ExtractICON was started as part of the ETL schedule. (GIM-8336)

Genesys Info Mart now correctly reports a technical result of DESTINATIONBUSY in the IRF table when an agent dials a consultation call to a busy destination. Previously in these scenarios, Genesys Info Mart erroneously reported a technical result of ABANDONED. (GIM-8333)

Genesys Info Mart now correctly populates the MEDIA_SERVER_IXN_GUID, MEDIA_SERVER_IXN_ID, SOURCE_ADDRESS, and TARGET_ADDRESS columns in the IRF table in scenarios in which an outbound call is made to a resource on another monitored switch. Previously, these columns may have intermittently contained values related to the target inbound call instead of the initiating outbound call. (GIM-8162)

On a partitioned Microsoft SQL Server database, the maintenance job now correctly purges tables whose last column is not a computed column.

Previously, the maintenance job might fail in scenarios where:

1. Aggregation added computed column(s).
2. Migration added column(s) after a computed column.

A log message similar to the following might have resulted:

Job step 'PURGE' failed com.microsoft.sqlserver.jdbc.SQLServerException: ALTER TABLE SWITCH statement failed because column 'DURATION_BUCKET' at ordinal 21 in table 'SM_RES_STATE_FACT' has a different name than the column 'START_MSEC' at the same ordinal in table 'TMP__SM_RES_STATE_FACT'.

(GIM-8139)

Genesys Info Mart no longer creates or updates records in fact tables for events that happen after an interaction is artificially terminated. Previously, in scenarios with long-living active interactions, when you reduced the value of the configuration option days-to-keep-active-facts to a value that caused artificial termination of active interactions, the transformation job might record negative durations for those interactions in the IRF or MSF tables. (GIM-8123)

Genesys Info Mart no longer performs a transition from TRANSFORM state to RUN_SCHEDULED_JOBS after receiving a configuration update. Previously, when Genesys Info Mart received a configuration update while in TRANSFORM state, the application transitioned to RUN_SCHEDULED_JOBS, causing Genesys Info Mart to (for example) launch Job_MaintainGIM while Job_TransformGIM was still running. (GIM-8118)

Genesys Info Mart now correctly reports the INTERACTION_TYPE_KEY in the INTERACTION_FACT, INTERACTION_RESOURCE_FACT, IXN_RESOURCE_STATE_FACT, and MEDIATION_SEGMENT_FACT tables in the following scenario:

• A call is propagated from site A (call A) to site B (call B) and returned back to Site A (call A).
• Call A is an internal or outbound call.
• Out-Of-Signaling-Path is configured in SIP Server.
• The CREATED_TS for call A is earlier than the CREATED_TS for call B.

(GIM-8072)

In Oracle deployments in which frequent configuration changes take place, ETL times no longer noticeably increase when Genesys Info Mart has to process configuration data. Previously in this scenario, transformation of configuration facts could take longer than normal, because of inefficient execution plans in queries used to process configuration data. (GIM-8070)

Genesys Info Mart now correctly populates IRF CUSTOMER_* metrics in scenarios in which the initiator of an internal or outbound call later performs a cross-switch transfer. Previously, the IRF for the resource that received the transfer might have incorrectly had nonzero CUSTOMER_* metrics. (GIM-8025)

The context in which delayed data might be detected is now expanded. Starting with release 8.1.3, when there is no data available to be extracted from an active data source, Genesys Info Mart applies the delayed-data-threshold to extraction delays. Previously, when Genesys Info Mart was unable to process a chunk of data because dependent data was not yet extracted, Genesys Info Mart applied the delayed-data-threshold to transformation delays. (GIM-8017)

A new configuration option, pipeline-timeout-in-hours, in the [gim-transformation] section, enables you to control the maximum expected duration, in hours, of a single execution transformation pipeline (such as voice, multimedia, outbound, or agent state), which does in-memory transformation. If the pipeline-timeout-in-hours value is exceeded, Genesys Info Mart attempts to abort the pipeline and fail the transformation job. For more information, see the option description in the Genesys Info Mart 8.1 Deployment Guide.

Note: Do not change this value unless directed to do so by Genesys Customer Care.

(GIM-8016)

Genesys Info Mart now correctly populates the link between the MSF record and the IRF record for its distribution target, and populates a correct technical result in the MSF, in scenarios in which an ACD Queue sends a call to a nonself-service IVR Port, where the call then ends.

Previously in this scenario, the MSF table was populated with a null value for the ACD Queue in the TARGET_IXN_RESOURCE_ID column, and the IRF was populated with a null value for the target IVR Port in the MEDIATION_SEGMENT_ID column. Additionally, the MSF always had a technical result of Diverted/Unspecified.

(GIM-7984)

In Oracle deployments, extraction performance is improved in scenarios where duplicated data exists. Previously in this scenario, the extraction job could have taken longer than usual to complete. (GIM-7962)

In Virtual Hold Technology or predictive dialing scenarios in which a mediation device dials a customer and then either routes or single-step transfers the call to a contact center resource, Genesys Info Mart now correctly reports the resource role in the IRF record that is created for the contact center resource.

Previously, the role of the IRF may have been reported incorrectly as Initiated or Unknown, instead of a correct value (such as Received, RoutedTo, DivertedTo, or ReceivedTransfer) to indicate that the IRF resource is a call recipient.

(GIM-7878)

Genesys Info Mart now correctly populates the INTERACTION_RESOURCE_STATE_KEY field in the IXN_RESOURCE_STATE_FACT (IRSF) table, in scenarios in which an outbound or internal call returns to a switch where it previously resided, and the T-Server reuses the original CallUUID.

Previously, the value in the INTERACTION_RESOURCE_STATE_KEY field may have incorrectly referred to a STATE_DESCRIPTOR value of Inbound, instead of Outbound or Internal, and there may have been an incorrect number of rows created for the call initiator in the IRSF table.

(GIM-7750)

Genesys Info Mart now performs validation of daylight saving time (DST) settings for custom time zones, which are configured in Configuration Manager. If the DST is incorrectly configured, or contains invalid data, Genesys Info Mart ignores the DST settings, and uses Standard time. Previously, incorrect DST configuration might have caused the transformation job to fail with an error similar to the following:
Exception com.genesyslab.gim.etl.jobs.transform.TransformException: java.lang.IllegalArgumentException: Illegal start day 36 caused cancellation of 0 remaining tasks

(GIM-3073)

In Microsoft SQL Server deployments, Genesys Info Mart now uses the NOLOCK hint while extracting data from updatable tables. Previously, extraction might fail with an error message about deadlock on IDB, similar to the following:
Database error: Transaction (Process ID NNN) was deadlocked on lock resources with another process and has been chosen as the deadlock victim.

(GIM-3072)

The extraction job now extracts data from the G_IR, G_CALL, and G_IS_LINK tables independently, in separate transactions.

Previously, data from the G_IR, G_CALL, and G_IS_LINK tables was extracted in one transaction. This sometimes led to intermittent deadlocks, which in turn led to an extraction failure, with an error message similar to the following:

ERROR INSERT(G_IRG_IS_LINKG_CALL) 20155 Database error: Transaction (Process ID NNN) was deadlocked on lock resources with another process and has been chosen as the deadlock victim. Rerun the transaction.; CODE=1205; SQLSTATE=40001; DBError=TRANSACTION_ROLLBACK_DEADLOCK; SQL=[ INSERT INTO dbo.G_CALL (...) VALUES (???) ], conn=XXX,ConnectionID:XXX.

(GIM-3069)

Genesys Info Mart no longer logs inactive data sources. Previously, excessive logging of delayed data could occur after you deleted many data source applications (such as T-Server). (GIM-3012)

When the transformation job encounters problems writing user-data dimension values to the Info Mart database, it inserts a default value, logs a message about the failure, and records the discarded data in the STG_TRANSFORM_DISCARDS table. This behavior is consistent with the handling of user-data facts. (GIM-2895)

Resource state reasons recorded in the SM_RES_STATE_REASON_FACT table no longer report an incorrect start or end time. Previously, in some scenarios, depending on how the resource state reasons crossed over the time boundaries for a chunk of data, one resource state reason could cause corruption of the start or end time of another resource state reason. (GIM-2812)

Starting with release 8.1.3, states that are still active when a session is timed out are allowed to extend beyond the end of the session. Genesys Info Mart creates an extension of the active state, starting from the time the session timed out. This extended state allows the agent state that began prior to the session timeout to be a candidate for the RES_PREVIOUS_SM_STATE_KEY of an IRF that begins after the session timeout. (GIM-2201)

For multi-site call flows, the IRF_FIRST_UPDATE propagation rule now reports user-data values as described in the Genesys Info Mart documentation. The propagation rule specifies that Genesys Info Mart stores the first update to the key-value pair (KVP) value for a KVP that was changed during the extended timespan of the IRF for a handling resource.

Previously, for multi-site call flows, the extended timespan started when the interaction began mediation on the switch to which the resource that was the subject of the IRF belonged. For example, if a call was routed from Switch1 to a Routing Point at Switch2, and then distributed to Agent1, only the time at Switch2 was considered to be the extended timespan of the IRF for Agent1.

(GIM-1503, ER# 301168719)

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Supported Operating Systems

New in This Release

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

Note: Genesys Info Mart release 8.1 requires Interaction Concentrator 8.1.000.19 or higher. However, Genesys strongly recommends that you use Interaction Concentrator release 8.1.000.24 or higher, to enable functionality that improves the reliability of Configuration details reporting.

This release contains no new features or functionality.

Corrections and Modifications

This release includes the following corrections and modifications:

The transformation job no longer becomes stuck when records in GIDB_G_PARTY_MM have incorrect values in PARENTPARTYID that cause a parent to reference its child. (GIM-8119)

Genesys Info Mart now explicitly releases OraclePreparedStatement, which is used to insert records into the CTL_ETL_HISTORY table. Previously, Genesys Info Mart did not close OraclePreparedStatement explicitly, which could cause stalled open cursors on the Oracle RDBMS, eventually causing the ETL job to fail with the following error:

ORA-01000: maximum open cursors exceeded

Note: In the event of a failed ETL job, Genesys Info Mart closes stalled open cursors, allowing the next job to complete successfully.

(GIM-8230)

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Supported Operating Systems

New in This Release

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

Note: Genesys Info Mart release 8.1 requires Interaction Concentrator 8.1.000.19 or higher. However, Genesys strongly recommends that you use Interaction Concentrator release 8.1.000.24 or higher, to enable functionality that improves the reliability of Configuration details reporting.

This release contains no new features or functionality.

Corrections and Modifications

This release includes the following corrections and modifications:

On Microsoft SQL Server, the transformation job now correctly handles user data that has multiple invalid values that map to multiple columns of a user-data extension (UDE) fact table. Previously, the transformation might fail, and Genesys Info Mart would display a message similar to the following:

com.microsoft.sqlserver.jdbc.SQLServerException: The current transaction cannot be committed and cannot support operations that write to the log file. Roll back the transaction.

(GIM-8121)

Genesys Info Mart now correctly merges data from multiple calls into one call flow, in scenarios where:

1. An agent receives an inbound call from a customer.
2. The agent puts the customer call on hold, and places a new internal call to another agent.
3. The agent alternates calls, and completes the conference/transfer.

(GIM-8071)

Genesys Info Mart now correctly links a MEDIATION_SEGMENT_FACT (MSF) record for a virtual queue to the IRF record for the handling resource in scenarios in which the routing strategy is loaded on a routing queue or service number instead of on a routing point. Previously, Genesys Info Mart might have intermittently linked an MSF to the wrong IRF, particularly in multi-site scenarios. (GIM-8069)

In certain scenarios involving routing and switch errors, and where the msf-target-route-thru-queue configuration option is set to true, Genesys Info Mart no longer produces multiple MSFs for virtual queues that have matching IRF values in the TARGET_IXN_RESOURCE_ID column. (GIM-8064)

On Microsoft SQL Server, purge no longer fails when the structure of the purged partitioned table has changed.

Previously, purge might fail, and Genesys Info Mart would display a message similar to the following:

SQLException for SQL [ALTER TABLE dbo.IRF_USER_DATA_KEYS SWITCH PARTITION $PARTITION.DM_IXN_PF(1342483199) TO dbo.TMP__IRF_USER_DATA_KEYS]; SQLSTATE=S0001; error code=4943; DBError=UNC ATEGORIZED; ALTER TABLE SWITCH statement failed because table 'GIM_812.dbo.IRF_USER_DATA_KEYS' has 5 columns and table 'GIM_812.dbo.TMP__IRF_USER_DATA_KEYS' has 4 columns.

(GIM-8026)

Genesys Info Mart no longer produces stuck agent states (states that do not end) during transformations when Aspect TeleSet 3 (T3) IP phones are configured in the PBX with Voice Path not set to NailedUp. Note that, although this scenario is not supported by Genesys T-Server, the issue related to stuck states in Genesys Info Mart is addressed in this release. (GIM-8023)

Transformation of user data no longer fails in Microsoft SQL Server deployments in scenarios where both of the following are true:

• The transformed user data includes an invalid value that cannot be stored in a user-data extension (UDE) fact table (for example, because it is too long for the column).
• The transformed user data includes a null value.

Previously, the transformation might fail, and Genesys Info Mart would display a message similar to the following:

Database error: Cannot insert the value NULL into column 'REASON', table 'GIM.dbo.STG_TRANSFORM_DISCARDS'; column does not allow nulls. INSERT fails.; CODE=515; SQLSTATE=23000; DBError=CONSTRAINT_VIOLATION_NOT_NULL_VIOLATION;

(GIM-8021)

Transformations no longer fail in scenarios where late-arriving user data has multiple calls for one partyguid.

Previously, these transformations might fail and Genesys Info Mart would display a message similar to the following:

Unique Constraint Violation for SQL [DECLARE v_exists INTEGER; BEGIN SELECT COUNT(*) INTO v_exists FROM user_indexes where index_name='I_T_IRF_FOR_LUD_ID'; IF v_exists = 0 THEN EXECUTE IMMEDIATE 'CREATE UNIQUE INDEX I_T_IRF_FOR_LUD_ID ON TMP_UD_IRF_FOR_LATE_UD_V(INTERACTION_RESOURCE_ID ASC) NOLOGGING'; END IF; END;]; SQLSTATE=72000; error code=1452; DBError=CONSTRAINT_VIOLATION_UNIQUENESS_VIOLATION; ORA-01452: cannot CREATE UNIQUE INDEX; duplicate keys found

(GIM-8015)

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Supported Operating Systems

New in This Release

There are no restrictions for this release. Refer to the Deployment Procedure for this release to deploy the installation package within your environment.

Note: Genesys Info Mart release 8.1 requires Interaction Concentrator 8.1.000.19 or higher. However, Genesys strongly recommends that you use Interaction Concentrator release 8.1.000.24 or higher, to enable functionality that improves the reliability of Configuration details reporting.

This section describes new features that were introduced in this release of Genesys Info Mart.

• Genesys Info Mart provides historical reporting in Business Edition Premise (formerly called Genesys One), the all-in-one on-premise Genesys contact center solution. When deployed with Business Edition Premise, Genesys Info Mart provides all functionality except support for custom user data.

Corrections and Modifications

This release includes the following corrections and modifications:

Genesys Info Mart no longer fails to transform interactions on partitioned databases when both of the following are true:

• There is a delay between the time when an interaction is received by the Media Server and the time when the interaction was submitted.
• There are no other active interactions (in Genesys Info Mart staging tables) that were created earlier than the time when this interaction was received by Media Server.

(GIM-7977)

Loading of configuration data during Genesys Info Mart startup is now optimized, as is the processing of configuration updates. As a result, the risk of a timeout during these operations is reduced. Previously, Genesys Info Mart was more likely to time out while loading configuration data or processing configuration updates.

• Communication with the Configuration Server has been optimized by (1) reducing the number of configuration objects Genesys Info Mart retrieves from the Configuration Server, and (2) changing TCP transport from blocking to non-blocking (the JVM parameter -Dcom.genesyslab.platform.commons.connection.impl.netty.transport=oio is removed from the gim_etl_server script).
• If you encounter the error message 20003 Exception Timeout waiting for server response message while reading configuration, see GIM-7837.

(GIM-7967)

Handling of states or sessions that last more than 24 hours is improved in the following circumstances:

• Genesys Info Mart no longer produces a stuck state for an agent (a state that is stuck as unfinished, when it should have finished) when max-session-duration-in-hours is configured to be more than 24 hours and a state lasts more than 24 hours. Previously, Genesys Info Mart might incorrectly report an agent state as unfinished.
• Genesys Info Mart no longer produces a stuck session for an agent (a session that is stuck as unfinished, when it should have finished) when max-session-duration-in-hours is configured to be more than 24 hours and a session lasts more than 24 hours. In this situation, states that occur more than 24 hours after the session starts now accurately indicate the session key while the session is active. Previously, Genesys Info Mart might incorrectly report an agent session as unfinished, and might indicate the SM_RES_SESSION_FACT_KEY as equal to -1 (Unknown) for states that began more than 24 hours after the start of the session.

In Oracle deployments, Genesys Info Mart now functions correctly when the value of the queryParallelism startup parameter is greater than 1 or the parameter is not specified (in other words, the default value of 4 is used), so that Genesys Info Mart includes a PARALLEL hint in queries. Previously, the transformation job might fail to handle certain errors (such as constraint violations) because the error-recognition logic did not work correctly when the PARALLEL hint was included in a query. (GIM-7910)

The migration job now successfully completes in Microsoft SQL Server deployments in non-US locales. Previously, the migration job might fail on Microsoft SQL Server in non-US locales when executing the update_gim8.1.103.05.sql or update_gim8.1.103.05_partitioned.sql migration scripts, and an error would display. For example, the following error might display with the French locale:

com.microsoft.sqlserver.jdbc.SQLServerException: La conversion d'un type de données CHAR en type DATETIME a donné une valeur hors limite de date et d'heure (GIM-7896)

Genesys Info Mart now successfully transforms multimedia data in ″runaway strategy″ scenarios in which an interaction is repeatedly cleared from a virtual queue, but some GIDB_G_ROUTE_RES_VQ_HIST_MM records for these events are missing. Previously in these scenarios, multimedia transformation might fail with a NullPointerException. (GIM-7895)

Genesys Info Mart now correctly includes ACW information in INTERACTION_RESOURCE_FACT (IRF) and IXN_RESOURCE_STATE_FACT (IRSF) records for ACWs that were active during migration from Genesys Info Mart 8.0.x or 8.1.0 to 8.1.2. Previously, ACW information that was still active during the migration would not be recorded in associated IRF and IRSF records. (GIM-7894)

Genesys Info Mart now populates agent IRF records with the correct technical result of Abandoned, in the following scenario:

1. An agent makes an internal call that is routed to a device on another monitored switch.
2. The agent ends the call before it is answered.

(GIM-7892)

Genesys Info Mart now correctly populates the link between a MEDIATION_SEGMENT_FACT (MSF) and the INTERACTION_RESOURCE_FACT (IRF) for its distribution target in the following scenario:

1. A routing strategy places a call in a virtual queue, and subsequently selects a routing point as the routing target.
2. The call is routed to the target routing point, where it is then abandoned.

(GIM-7876)

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Supported Operating Systems

New in This Release

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

Note: Genesys Info Mart release 8.1 requires Interaction Concentrator 8.1.000.19 or higher. However, Genesys strongly recommends that you use Interaction Concentrator release 8.1.000.24 or higher, to enable functionality that improves the reliability of Configuration details reporting.

This release contains no new features or functionality.

Corrections and Modifications

This release includes the following corrections and modifications:

Genesys Info Mart now successfully transforms data with duplicate CALLIDs in the GIDB_G_CALL_MM table. In high availability (HA) deployments with a partitioned Info Mart database, Genesys Info Mart might extract records with duplicated CALLIDs into the GIDB_G_CALL_MM table in the following "call in the past" scenario:

• At the time the multimedia interaction was created, one ICON from the HA pair was not running or did not have a connection to Interaction Server.
• At the time the multimedia interaction was terminated, the indicated ICON was running and had been selected by the extraction job as the more reliable data source.

Previously in these scenarios, the transformation job might fail with the following exception:

DBError=CONSTRAINT_VIOLATION_NOT_NULL_VIOLATION; Cannot insert the value NULL into column 'GIDB_G_IR_ID', table 'GIM8xPar.dbo.TMP_G_CALL_MM2'; column does not allow nulls.

(ER# 325480273, GIM-7836)

Genesys Info Mart now populates IRFs for the appropriate call parties and accurately links them to Mediation Segment Facts (MSFs) in the following scenario:

1. A call is distributed from a virtual queue on a network switch to a handling resource on a premise switch.
2. The call is later returned to the network switch exactly once, when it is rerouted to a different mediation device (in other words, not the mediation device on which the call previously resided), and the strategy also uses a virtual queue.
3. The call ends in one of the following ways:
   • It is routed from the network switch to an unmonitored resource.
   • It is abandoned in the network mediation device.

Previously, Genesys Info Mart reported the scenario incorrectly:

• There would not have been an IRF record for the final network mediation device.
• The MSF for the virtual queue associated with the final network mediation device would have been incorrect. The MSF would have pointed to the agent IRF, instead of to an IRF created for the final network mediation device, and the MSF would have indicated a technical result of Diverted/AnsweredByAgent, instead of Diverted/Unspecified.
• If the msf-target-route-thru-queue configuration option was set to false, the MSF for the virtual queue associated with the original network mediation device would not have pointed correctly to the agent IRF.

(ER# 325381522, GIM-7867)

The transformation job no longer attempts to insert records into the STG_TRANSFORM_DISCARDS table with a REASON that exceeds 255 characters, and the transformation job no longer fails as a result. This correction extends a correction that was made for ER# 316211715 in an earlier release. Previously, multimedia transformation might generate a REASON message that exceeded 255 characters, which caused insertion into the STG_TRANSFORM_DISCARDS table to fail. (ER# 325239010, GIM-7811)

Genesys Info Mart now more accurately represents scenarios in which an agent, while participating in an Outbound Contact preview or push preview campaign, requests that a local routing point initiate the outbound call to the customer. Previously, the interaction-related fact tables that reference the INTERACTION_TYPE dimension would have had an INTERACTION_TYPE_KEY that incorrectly referred to a value of Internal/Unspecified instead of Outbound/Outbound Contact. (ER# 324960048, GIM-7778)

In deployments where both voice and multimedia data are present, the transformation job no longer fails while releasing access to an ACW_IRF resource. Previously, the transformation job might have encountered a race condition and failed with a NullPointerException. (ER# 324959766, GIM-7777)

The transformation job no longer fails to produce correct call-related notifications for aggregation when a completed ACW state has been processed in an earlier extract, transform, and load (ETL) cycle than the matching call. Previously, if the completed ACW state was processed in a previous ETL cycle, the transformation job might have sent incomplete notifications or discarded notifications about matching call activity. As a result, there might have been gaps in aggregated data, which required manual re-aggregation to fix. (ER# 324811916, GIM-7773)

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Supported Operating Systems

New in This Release

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

Note: Genesys Info Mart release 8.1 requires Interaction Concentrator 8.1.000.19 or higher. However, Genesys strongly recommends that you use Interaction Concentrator release 8.1.000.24 or higher, to enable functionality that improves the reliability of Configuration details reporting.

This release contains no new features or functionality.

Corrections and Modifications

This release includes the following corrections and modifications:

In deployments in which the system clocks on ICON and the data source hosts are not synchronized, Genesys Info Mart now correctly extracts data in scenarios in which (at the time of extraction) the duration of the connection between ICON and the data source (the data-source session) is less than the max-time-deviation interval. Previously, Genesys Info Mart moved the extraction high-water mark (HWM) up to the start of the connection without allowing for max-time-deviation, and the extraction job might skip data that, because of unsynchronized hosts, appeared to occur before the HWM. Missing extracted data might lead to missing transformed data. For example, if the extraction job skipped some G_LOGIN_SESSION table data, records might have been missing from the SM_RES_STATE_REASON_FACT table. (ER# 324287551, GIM-7769)

Genesys Info Mart no longer fails to process changes to the GIDB_G_IR_MM.ROOTIRID for an e-mail thread. In ICON High Availability (HA) configurations, changes to GIDB_G_IR_MM.ROOTIRID might occur when there are repeated ICON failures during the life of the e-mail thread. Previously, if GIDB_G_IR_MM.ROOTIRID had changed, and Genesys Info Mart attempted to insert a new record into the STG_ACTIVE_THREAD table with a THREAD_ID value that already existed, the transformation job failed with the following error:

ORA-00001: unique constraint (PK_STG_ACTIVE_THREAD) violated

(ER# 324163295, GIM-3145)

In Oracle deployments, Genesys Info Mart now functions correctly when the Oracle Recycle Bin is not empty. Previously, Genesys Info Mart might have failed with an error similar to the following:

com.genesyslab.gim.etl.exceptions.CardinalityViolationException: queryForLong: ResultSet for SQL=[select INTERVAL from user_part_tables where table_name='BIN$UUXSQMEMSZ6M47MKAVNXYQ==$0'] has 0 rows, 1 was expected

(ER# 323947289 , GIM-3143)

Genesys Info Mart now correctly populates the link between an INTERACTION_RESOURCE_FACT (IRF) record and the MEDIATION_SEGMENT_FACT (MSF) record for its distributing virtual queue in the following scenario:

• The msf-target-route-thru-queue configuration option is set to true.
• A routing strategy places the call in a virtual queue, and subsequently selects a campaign group as the routing target.
• The call is routed to an agent through an ACD queue using Direct Agent Call functionality.

(ER# 323896497, GIM-3144)

Genesys Info Mart now correctly handles scenarios in which a configuration update that includes no aggregation-related options occurs after the system retrieves the initial configuration, but before aggregation starts. Previously, Genesys Info Mart did not propagate the configuration update to the aggregation engine. (ER# 323754276, GIM-3139)

This release reinstates support for the –DfilterUserData command-line option, which was introduced in release 8.1.101.07 to control whether Genesys Info Mart filters the user data that it extracts from IDB. Releases 8.1.200.21 and 8.1.201.02 inadvertently dropped support for this option. (ER# 323089321, GIM-3117)

For all configuration options, Genesys Info Mart now automatically uses default values if the option is configured to an empty value. Previously, Genesys Info Mart inserted empty strings into SQL queries, which could cause a job to fail. In particular, if no value was specified for the etl-start-date option in the [gim-etl] section, Job_InitializeGIM failed in Oracle deployments. (ER# 322362101, GIM-3070)

During transformation of multimedia interactions, the transformation job is no longer at risk of failing because of a race condition, which might occur on the JDBC connection between:

• the thread updating the interaction type (updateInteractionType) and 3rd Party Media type (updateOpenMediaTypeTmpCallMM) in temporary, multimedia call data, and
• the main multimedia transformation thread populating the STG_ACTIVE_THREAD table.

Exception commit; Uncategorized SQLException for SQL [null]; SQLSTATE=S0001; error code=3989; DBError=UNCATEGORIZED; New request is not allowed to start because it should come with valid transaction descriptor.

(ER# 322021431, GIM-3064)

Genesys Info Mart now correctly links the MSF for the virtual queue to the IRF for the handling agent, with a technical result of Diverted/AnsweredByAgent, in Outbound Contact predictive or progressive dialing scenarios in which the following are true:

• A routing point is configured as the voice transfer destination for the campaign group.
• A virtual queue is used in the strategy loaded on this routing point.

(ER# 321702207, GIM-3010)

Genesys Info Mart now correctly handles the CALL, IRF, and IRF_FIRST_UPDATE user-data propagation rules for two-step transfer scenarios that occur when the following are true:

• The T-Server merged-user-data option is set to merged-over-main.
• The main call ends at the same second that the transfer is completed.

(ER# 321577737, GIM-3006)

Genesys Info Mart now represents voice interactions more accurately in the following scenario:

• An internal call originates on a switch on which the ICON delivered-flag configuration option is set to 1.
• The call is routed to a handling resource on another switch.

(ER# 318057395, GIM-3093)

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Supported Operating Systems

New in This Release

There are no restrictions for this release. Refer to the Deployment Procedure for this release to deploy the installation package within your environment.

Note: Genesys Info Mart release 8.1 requires Interaction Concentrator 8.1.000.19 or higher. However, Genesys strongly recommends that you use Interaction Concentrator release 8.1.000.24 or higher, to enable functionality that improves the reliability of Configuration details reporting.

This section describes new features that were introduced in this release of Genesys Info Mart.

• Genesys Info Mart supports storing custom user-data facts as date/time data types. By default, Genesys Info Mart converts date/time KVP values using yyyy-mm-dd hh24:mi:ss.ff format. A new column, CONVERT_EXPRESSION, in the CTL_UD_TO_UDE_MAPPING table enables you to customize the conversion expression to convert from a different format. For more information, see the section about processing user data and the information about customizing the user-data template script in the Genesys Info Mart 8.1 Deployment Guide.

  Note: In this release, you cannot use the User Data Assistant to configure Genesys Info Mart to store KVP values as date/time data types.

Corrections and Modifications

This release includes the following corrections and modifications:

Processing of configuration changes is improved for situations where Genesys Info Mart receives more than one configuration notification in rapid succession:

• For configuration changes to the Genesys Info Mart application, Genesys Info Mart now starts processing the first change as soon as a notification arrives. If additional notifications arrive while Genesys Info Mart is processing a configuration update, Genesys Info Mart finishes processing the first change, and then processes the additional updates as a batch.
• For configuration changes to other objects, including DNs, Genesys Info Mart waits 1 minute before processing the first notification. If additional updates arrive before processing of the first notification begins, Genesys Info Mart resets the timer to 1 minute, and does so each time there is a new notification (to a maximum of 4 resets). Therefore, the delay in processing can be between 1 minute and 5 minutes.

Previously, Genesys Info Mart processed each configuration change separately, which could cause delays in environments where many configuration changes are made in rapid succession.

Note: Genesys Info Mart processes configuration changes by rereading all configuration objects required for ETL.

(GIM-7827)

In Oracle deployments, the transformation job no longer fails when Genesys Info Mart has to process more than one chunk of data (for example, when a previous transformation job was interrupted or failed for any reason such as network issues). Previously, the transformation job might fail with the following error:

CODE=1779; SQLSTATE=42000; DBError=SYNTAX_ERROR_OR_ACCESS_RULE_VIOLATION_UNSPECIFIED

(ER# 321314803)

In Microsoft SQL Server deployments, the transformation job no longer fails due to parallel attempts to update the IRF table while transforming user data and ACW. Previously, the transformation job might fail with the following error:

SQLSTATE=40001; error code=1205; DBError=TRANSACTION_ROLLBACK_DEADLOCK

(ER# 321269424)

Genesys Info Mart now supports Advanced Disconnect Detection Protocol (ADDP) with the backup Configuration Server if ADDP is configured with the primary Configuration Server (after a switchover to backup Configuration Server). (ER# 320903653)

You can successfully migrate Genesys Info Mart to release 8.1.2 in an Oracle deployment with a partitioned Info Mart database. Previously, after migration to Genesys Info Mart release 8.1.200.21, depending on when you ran the migration job in relation to the maintenance job, Genesys Info Mart could fail with the following database error:

ORA-14400: inserted partition key does not map to any partition

(ER# 320520591)

Genesys Info Mart now correctly populates the end-time of a timed-out state in situations where the state was previously left active, without an end-time. Previously, a state that should have artificially ended after a timeout did not terminate in the SM_RES_STATE_FACT table in the following scenario:

• The agent login session artificially ended before the state started, so the value of the SM_RES_SESSION_FACT_KEY for the state was -1.
• The source data included multiple representations of the same state (for example, with different QUEUEID values).
• The state reached maximum duration (using the configured max-session-duration-in-hours).

(ER# 320443267)

The default values for the INTERACTION_DESCRIPTOR are now the same in the database schema and the CTL_UD_TO_UDE_MAPPING table. Previously, due to different values for the INTERACTION_DESCRIPTOR, Genesys Info Mart generated messages similar to the following during the configuration check process:

WARN ecp-1-26485 20000 User data mapping and data base schema validation warnings: Default value for user dimension column INTERACTION_DESCRIPTOR.CUSTOMER_SEGMENT in mapping DEFAULT_CUSTOMER_SEGMENT and in data base schema none are different, for mapped columns will use default in mapping: DEFAULT_CUSTOMER_SEGMENT.

Genesys Info Mart now correctly updates the value in a user-data dimension table with the default value during transformation when an incoming KVP has a null value, and is mapped with the PARTY rule to the user-data dimension. Previously, the transformation job failed with the following error when Genesys Info Mart attempted to update the value in the UD dimension table with the null value:

error: ORA-01400: cannot insert NULL into ("INFOMART"."USER_DATA_CUST_DIM_02"."UDC_DIM_02_STR_03")

(ER# 319984704)

In Microsoft SQL Server deployments, Genesys Info Mart now runs in parallel only those transformation queries that do not cause deadlocks. Previously, the transformation job might get stuck because of a deadlock if the value of the ud-io-parallelism configuration option was configured to a value greater than 1 or the default value 5 was used. (ER# 319657701)

Genesys Info Mart now correctly reports the INTERACTION_FACT.TENANT_KEY value in the following scenario:

• An inbound call arrives at a switch that belongs to a tenant.
• The call is then routed from the initial switch to an agent at another switch that belongs to another tenant.
• The agent handles the call.

Previously, Genesys Info Mart reported the INTERACTION_FACT.TENANT_KEY value for the tenant of the initial switch instead of the value for the tenant of the agent that handled the call.

Note: This known issue was originally fixed for release 8.1.002.08 only.

(ER# 319643073)

Genesys Info Mart is now able to correctly process data even when Outbound Contact Server reuses the SessionID. Previously in this scenario, the transformation job failed with the following log error message:

ORA-01400: cannot insert NULL into ("INFOMART"."TMP_REC_STOP"."CAMP_GROUP_SESSION_ACTIVE")

(ER# 319411621)

Genesys Info Mart now correctly populates the technical result in the IRF table in scenarios in which a device that is not a position or extension, and is not configured as an IVR Port (for example, a Trunk Group DN), performs a single-step transfer while delivering a call to a handling resource. Previously, the IRF for the handling resource incorrectly had a technical result of Transferred. (ER# 319313121)

In Outbound Contact deployments on partitioned databases, Genesys Info Mart now correctly produces the CONTACT_ATTEMPT_FACT records when a preview record is not dialed or when GIDB_GOX_CHAIN_CALL for a contact attempt is missing for any other reason. Previously in these scenarios, the CONTACT_ATTEMPT_FACT record was not produced. (ER# 319312889)

Genesys Info Mart now truncates incoming user-data values to the length of the custom user-data dimension column during transformation. Previously, the transformation job might fail with the following RDBMS-specific error message that stated that the data was too large for the column:

SQLSTATE=22001; error code=8152; DBError=DATA_EXCEPTION_VALUE_TOO_LARGE_FOR_COLUMN;

(ER# 318504936)

Genesys Info Mart now correctly populates the link from an IRF to the MSF for the distributing virtual queue, in scenarios similar to the following:

1. The msf-target-route-thru-queue configuration option is set to true.
2. A virtual queue routes the call to an agent through an ACD queue using Direct Agent Call functionality.
3. An intermediate routing point with no virtual queue is present in the call flow between the virtual queue and the agent (for example, a resource acting as a whisper DN).

Previously, Genesys Info Mart did not populate the link from the IRF to the MSF, even though the MSFs for the virtual queue and the ACD queue both had a link to the IRF. (ER# 314961714)

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Supported Operating Systems

New in This Release

There are no restrictions for this release. Refer to the Deployment Procedure for this release to deploy the installation package within your environment.

Note: Genesys Info Mart release 8.1 requires Interaction Concentrator 8.1.000.19 or higher. However, Genesys strongly recommends that you use Interaction Concentrator release 8.1.000.24 or higher, to enable functionality that improves the reliability of Configuration details reporting.

This section describes new features that were introduced in the 8.1.2 release of Genesys Info Mart. For more information about new or changed functionality, see the "New in This Release" section in the Genesys Info Mart 8.1 Deployment Guide. For more information about database schema changes, see the "New in This Release" section in the Genesys Info Mart 8.1 Reference Manual for your RDBMS.

• Support for SIP Cluster — Genesys Info Mart can be deployed in the usual way to provide historical reporting in the SIP Cluster solution.

  Note: Genesys Info Mart supports a restricted release of SIP Cluster. For information on Genesys SIP Cluster technology, contact your Genesys representative.

• Enhanced Support for Distributed Data Centers — When high availability (HA) of Interaction Concentrator is implemented across multiple data centers, a new database access point (DAP) configuration option, geo-location in the [gim-etl] section, enables the Genesys Info Mart extraction job to give preference to the IDBs that are local to the Info Mart database, provided that data quality in a remote IDB is not superior.

• Support for Business Continuity — Genesys Info Mart 8.1.x supports the use of Oracle GoldenGate for database replication, to provide Disaster Recovery for reporting data when a site failure occurs. (Refer to the Additional Information section for the link to Genesys Info Mart 8.1 Business Continuity Deployment Guide, which is a new document that provides relevant instructions.)

• Enhanced Support for User Data — Genesys Info Mart now optionally stores the user data for interactions that are in mediation, including user data for interactions that are not distributed to a handling resource after the mediation. A new DN and Script configuration option, link-msf-userdata in the [gim-etl] section, enables this functionality.

• Enhanced Support for Tenant Reporting — Genesys Info Mart now supports creating tenant views for a group of tenants or for all tenants, as well as for a single tenant. This functionality simplifies deployment of the reporting solution, particularly when the downstream reporting application needs to provide reports in multiple time zones.

• Deployment Simplification

  • The Genesys Info Mart IP includes a new utility called User Data Assistant, a Microsoft Excel 2007 file, to help you configure Interaction Concentrator (ICON) and Genesys Info Mart to capture and store custom user data.

  • Job_InitializeGIM and Job_MigrateGIM now automatically execute the scripts to modify IDB schemas for use with Genesys Info Mart when required.

• Enhanced Partitioning Support — Support for database partitioning has been extended to include certain Control tables in the Info Mart database. In particular, audit and history tables can now be partitioned.

• Improved Purge Processing — Improvements in purge processing reduce job and data problems that were sometimes encountered in release 8.1.1, arising primarily from the different characteristics of voice and multimedia interactions.

• Miscellaneous Enhancements

  • This release simplifies the changes in configuration that are required when a data source temporarily becomes unavailable. To avoid delays in data processing, you can exclude a data source from data extraction by disabling the configuration objects for the relevant ICON and DAP Applications. The previous method that required removal of the relevant ICON and DAP Applications from the Genesys Info Mart Application connections is still supported.

  • In Outbound Contact deployments with a partitioned Info Mart database, a new configuration option, max-chain-processing-duration-in-hours in the [gim-etl] section, enables you to customize the expected maximum durations of chain processing.

  • Enhanced notifications for RAA improve aggregation performance.

  • Genesys Info Mart supports IDB partitioning, which was introduced in Interaction Concentrator release 8.1.1. There are no additional configuration requirements or operational considerations on the Genesys Info Mart side.

  • Genesys Info Mart supports IPv6.

  • Genesys Info Mart 8.1.2 requires Java 1.7 JDK or higher.

Corrections and Modifications

This release includes the following corrections and modifications:

When an option value is changed to an invalid value, Genesys Info Mart now uses the default value of the option. In releases earlier than 8.1.2, Genesys Info Mart ignored the change and continued to use the old option value.

The STG_ACW table no longer grows, potentially slowing down the Genesys Info Mart transformation job. Previously, starting with release 8.1.103.03, duplicate rows could be added to the STG_ACW table in the uncommon scenario in which a single endpoint went into ACW for two different calls within one second. In this situation, the rows representing these two different ACW records would be duplicated in each successive ETL cycle until the IRFs associated with the parties were created. (ER# 318505056)

A failed attempt by Genesys Info Mart to connect to Message Server no longer jeopardizes logging to Message Server. Previously, when Genesys Info Mart tried to log an error message about the unsuccessful connection attempt, concurrent logging from other threads might have resulted in a deadlock that disabled logging to Message Server, with the following log message:

Log subsystem is disabled due to timeout(1 MINUTES)

(ER# 318364848)

The transformation job no longer fails when multimedia-related user data contains duplicates in the GIDB_G_USERDATA_HISTORY_MM table. Previously, in such scenarios, the transformation job failed with the following exception:

CODE=1505; SQLSTATE=S0001; DBError=CONSTRAINT_VIOLATION_UNIQUENESS_VIOLATION... TMP_WORKBIN_PARTY...

(ER# 318281095)

Genesys Info Mart no longer fails to process user data after a failed or an interrupted transformation job (for example, when a user interrupts the job or the connection to the Info Mart database is lost). Previously, this resulted in the loss of unprocessed user data. (ER# 318107027)

Genesys Info Mart now correctly transforms agent state reason codes in scenarios in which there were two overlapping reason codes for the same state, which were both active during one transformation, and which both terminated together during another transformation. Previously starting with 8.1.103.07, Genesys Info Mart might have incorrectly transformed these state agent state reason codes. (ER# 317765744)

In multimedia interactions with duration exceeding the configured max-call-duration, the RES_PREVIOUS_SM_STATE_KEY field in the IRF (and associated fields RES_PREV_SM_STATE_FACT_SDT_KEY and RES_PREVIOUS_SM_STATE_FACT_KEY) are now set to the correct values. Previously, these fields might have been changed to incorrect values after max-call-duration expired. (ER# 317714617)

In Oracle deployments, Job_InitializeGIM no longer fails when the date-time calendar is configured as fiscal and the DST time zone offset is positive. Previously, the job failed with the following log message:

"java.lang.IllegalArgumentException: !(1,970 <= year && year <= 2,025)"

(ER# 317711832)

Genesys Info Mart now correctly terminates expired interactions (in other words, interactions whose durations exceed days-to-keep-active-facts). Previously, some records in INTERACTION_FACT and IRF tables might have remained active forever (ACTIVE_FLAG = 1, END_TS = 1767224700, and END_DATE_TIME_KEY = 1767224700). (ER# 316952891, 313180541)

The transformation job no longer attempts to insert records into the STG_TRANSFORM_DISCARDS table with a REASON that exceeds 255 characters, and the transformation job no longer fails as a result. Previously, when user-data transformation detected that a user-data value could not be entered into a custom user-data field, the transformation job might generate a REASON message that exceeded 255 characters, which caused insertion into the STG_TRANSFORM_DISCARDS table to fail. (ER# 316211715)

Genesys Info Mart now correctly populates the agent's IRF row with a technical result of Abandoned instead of Completed in the following scenario:

• An agent either directly dials, or makes an internal call that is routed to a resource on an unmonitored switch.
• The resource on the unmonitored switch is represented in IDB as an external party.
• The call ends while the external resource is still alerting.

Improvements were made to recovery processing within agent transformation following an unexpected exception. Previously, it was possible for some agent data to be lost following an exception, resulting in stuck agent states. When the transformation was retried, the data that should have been transformed was ignored, because it was considered already transformed. (ER# 313959134)

Genesys Info Mart now populates the correct number of IRFs in certain scenarios involving unmonitored resources, such as the following:

• A call is routed to an unmonitored Genesys Voice Platform (GVP) resource.
• The call is routed back to the original switch from the unmonitored GVP resource, and T-Server reuses the original CallUUID.
• The call is routed to an agent on another monitored switch.
• The agent single-step transfers the call back to an unmonitored GVP resource.

Previously in this scenario, Genesys Info Mart might not have created an IRF for the final handling agent. (ER# 312736175)

In Oracle deployments, Genesys Info Mart now increases the number of cached sequence values used to populate key columns in some GIDB tables, CONTACT_ATTEMPT_FACT and IXN_RESOURCE_STATE_FACT tables, to improve the performance of the extraction and transformation jobs. (ER# 309701055)

Genesys Info Mart now logs Advanced Disconnect Detection Protocol (ADDP) trace messages. To print ADDP trace messages in the Genesys Info Mart log, set the following Genesys Info Mart options in the [log4j] section:

log4j.logger.ADDP = TRACE
log4j.logger.com.genesyslab.platform = ERROR

(ER# 309229194, 299852588)

In Outbound Contact scenarios that use custom (or erroneous) call result codes, the transformation job no longer fails because of a java.lang.ArrayIndexOutOfBoundsException exception.

When it encounters a custom (or erroneous) call result code, Genesys Info Mart now uses a predefined value from the CALL_RESULT dimension and logs the following dedicated log message:

GIM_ETL_TRANSFORM_ILLEGAL_CALLRESULT_REPLACEMENT (55-20157) Illegal call result [code] in [column] for chainguid [chainguid] will be treated as [replacement]

(ER# 307879552)

Genesys Info Mart now correctly creates an IRF row that indicates that a call was terminated after being diverted from a network mediation device in the following scenario:

• A network call is pulled back or rerouted from a premise switch exactly once.
• The call is then routed from the network switch a second time, but the related IS_LINK is dangling, which could be caused by the target agent on the premise switch not being available and the merge-failed-is-link-timeout configuration option not being appropriately set.

Previously, Genesys Info Mart erroneously created an IRF row showing that the call was terminated at the time that the pullback occurred from the premise switch. In addition, if there was a virtual queue associated with the final network mediation device, its MSF row would not be linked to an IRF. (ER# 306786371)

Genesys Info Mart now creates partitions at the day boundary. Previously, Genesys Info Mart created partitions at noon. (ER# 305142716)

Genesys Info Mart now correctly reports the resource role in the IRF table for scenarios in which the initiator of a cross-switch internal or outbound call later transfers or conferences the call. Previously, the resource role for the original recipient of the call would have been incorrectly reported as RECEIVEDTRANSFER or INCONFERENCE instead of RECEIVED, ROUTEDTO, or DIVERTEDTO. (ER# 305133447)

The transformation job no longer fails in scenarios when not all columns from a user-data dimension table are mapped in the CTL_UD_TO_UDE_MAPPING table. A column being removed from mapping is an example of such a scenario. Previously, the transformation job could fail with an error message about unique constraint violation. (ER# 304949571)

Genesys Info Mart now represents voice interactions more accurately in scenarios in which a call returns to a switch where it previously resided, the T-Server reuses the original CallUUID, and external routing points are not being used. Previously, IRF or MSF rows might be missing or incorrectly populated, including the MSF rows having an INTERACTION_TYPE_KEY that refers to a value of UNKNOWN.

(ER# 304434728)

Job performance for extracting GCX_* tables has been improved. (ER# 304062561)

Genesys Info Mart now populates the ATTEMPT_ORDINAL column of the CONTACT_ATTEMPT_FACT table with the correct number of attempts made to reach the customer for a given calling list record, as identified by the RECORD_ID column. Previously, Genesys Info Mart incorrectly populated the ATTEMPT_ORDINAL column with the number of attempts made for a given CHAINGUID. (ER# 302968221)

The TRACE log message 30014 "GIM Server - Connected to Config Server" has been changed to STANDARD log message 20156 “Connected to Config Server %s for application %s”. You can use the STANDARD log message to raise an alarm for Configuration Server connection issues (for example, 20156 Connected to Config Server host:8000 for application Gim_etl_mssql). (ER# 301187863)

Genesys Info Mart now correctly populates the resource role in the IRF table in scenarios in which a nonself-service IVR Port performs a two-step transfer to a handling resource, and the call is then redirected to a second handling resource. Previously, the IRF for the second handling resource incorrectly had a role of ReceivedTransfer. (ER# 300278061)

In a partitioned Genesys Info Mart database, the maintenance job now adds records to CTL_PURGE_HISTORY when it drops partitions during purge processing. (ER# 299323714)

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Supported Operating Systems

New in This Release

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

Note: Genesys Info Mart release 8.1 requires Interaction Concentrator 8.1.000.19 or higher. However, Genesys strongly recommends that you use Interaction Concentrator release 8.1.000.24 or higher, to enable functionality that improves the reliability of Configuration details reporting.

This section describes new features that were introduced in this release of Genesys Info Mart.

• In a new Genesys Info Mart deployment, a new configuration option, etl-start-date in the [gim-etl] section, enables you to control the date from which Genesys Info Mart starts extracting data.

  etl-start-date
  Default Value: Initialization date minus 30 days
  Valid Values: Any date after 1970 in the format yyyy-mm-dd hh:mm:ss
  Changes Take Effect: On database initialization

  This option specifies the earliest date for which Genesys Info Mart considers Interaction Database (IDB) data for extraction in a new deployment or when the Info Mart database is re-initialized. IDB data that has timestamps earlier than the ETL start date is never extracted.

  The option is used only when Job_InitializeGIM initializes the database. If the etl-start-date option is not specified, the earliest starting point for Genesys Info Mart processing is IDB data that has timestamps 30 days prior to the Info Mart database initialization.

Corrections and Modifications

This release includes the following corrections and modifications:

In Oracle deployments, Genesys Info Mart does not delay adding new partitions when the extraction of data for some data sources is delayed. Previously in similar scenarios, Job_ExtractICON or Job_TransformGIM might fail with the following error:

ORA-14400: inserted partition key does not map to any partition

In Microsoft SQL Server deployments with user data configured as secure, the transformation job now successfully processes data. Previously, the transformation job might fail with the following error:

SQLSTATE=S0001; error code=2714; DBError=OBJECT_ALREADY_EXIST; There is already an object named 'STG_UDH_V_SUD_0' in the database.

Genesys Info Mart no longer postpones the transformation of agent activity that happened without any interaction activities when the last chunk of activities had a max(TERMINATED_TS)–min(TERMINATED_TS) value greater than the value of the extract-data-chunk-size option. Previously, Genesys Info Mart postponed transformation until next the interaction activity occurred. (ER# 315924711)

Genesys Info Mart now correctly transforms user data with the PARTY rule when the chunk size is large (more than max-call-duration). Previously, such user data might be lost. (ER# 315916819)

Genesys Info Mart now correctly transforms agent state reason codes in scenarios in which it transforms multiple reason codes for the same state, with one reason code still active and another reason code completed. Previously in some scenarios, the following behaviors might have occurred:

• A reason code that applied for the entire duration of the state was split into two reason codes with a gap between the two reason codes.
• The active reason code received an end time beyond the end of its corresponding state, because it was incorrectly merged with another reason code.

When deployed on a multi-core server, Genesys Info Mart now attempts to open a database connection after an SQLRecoverableException exception. Previously in this scenario, the ETL job might fail because the rate of opening database connections could exceed the default socket queue size on the RDBMS, which might result in a failed attempt to open a database connection. (ER# 314842621)

Genesys Info Mart no longer delays the purge of the IRF table, MSF table and other tables shared between voice and multimedia data if the multimedia data was never extracted. (ER# 314765643)

Genesys Info Mart now more accurately represents voice interactions in multi-queuing scenarios that occur on the Avaya Communication Manager switch, where a call passes through several parallel ACD queues before reaching the target agent. Previously, the MSF for one of the parallel ACD queues that did not actually distribute the call to the agent might be incorrectly linked to the agent IRF.

Note: Interaction Concentrator 8.1.000.34 or higher is required, and the third-party-queue-in-divert option must be set to 1 in the gts section on the Annex tab of the Switch Application object. See the Interaction Concentrator 8.1.x Release Note for more information.

(ER# 312942634)

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Supported Operating Systems

New in This Release

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

Note: Genesys Info Mart release 8.1 requires Interaction Concentrator 8.1.000.19 or higher. However, Genesys strongly recommends that you use Interaction Concentrator release 8.1.000.24 or higher, to enable functionality that improves the reliability of Configuration details reporting.

This release contains no new features or functionality.

Corrections and Modifications

This release includes the following corrections and modifications:

Genesys Info Mart now sends correct notifications to the aggregation job when the transformation job finishes loading data into the IRF table and all user-data extension tables (for example, IRF_USER_DATA_KEYS). Previously, notifications to the aggregation job might be sent when the transformation job finished loading data into the IRF table but before it finished the user-data transformation (in other words, before all the data for the corresponding time-frame was fully transformed), which could result in incorrect aggregated data. (ER# 314135131)

Genesys Info Mart now correctly populates the IRF CUSTOMER_* metrics in certain scenarios in which the original call leaves the switch and later returns, with the T-Server reusing the original CallUUID. Previously, Genesys Info Mart may have populated the CUSTOMER_* metrics with zeros. (ER# 313958814)

In Oracle Real Application Clusters (RAC) environments, Genesys Info Mart now correctly creates or updates IRF_USER_DATA_KEYS records by using the new ORDER attribute, which is added to the Oracle sequences of the CTL_AUDIT_LOG_KEY and UD dimension tables. Previously, Genesys Info Mart might not create the IRF_USER_DATA_KEYS records. (ER# 313829174, 312532588)

Genesys Info Mart now correctly creates IXN_RESOURCE_STATE_FACT (IRSF) records in scenarios in which a multimedia interaction is handled by the same agent more than once and the timing is such that both a completed and an active IRF for this agent are transformed in the same ETL cycle. Previously, IRSF rows for the active IRF might be created and incorrectly associated with the completed IRF. (ER# 312213521)

Genesys Info Mart now sends the correct time range in the notification to the aggregation job for a data chunk that contains multimedia interactions that ended after the time range of the corresponding data chunk. Previously, Genesys Info Mart sent notifications that had an INTERACTION_FACT end time that was later than the maximum time (in other words, later than the transformation high-water mark) for transformed data in that chunk. (ER# 312183746)

Genesys Info Mart now excludes the cut-off day from a purge. Previously, Genesys Info Mart included the cut-off day in the purge. For example, if the purge cut-off day is Friday 21:30:32, Genesys Info Mart purges data until Friday. It no longer includes Friday 00:00:00. (ER# 312183741)

Genesys Info Mart now correctly handles scenarios when a job execution is canceled immediately before an internal temporary table is to be truncated. Job execution might be canceled either manually or because of other environment issues. Previously in this scenario, Genesys Info Mart skipped the step to truncate the internal temporary table. It, instead, continued to execute the subsequent statements that involved the temporary table; as result, the job failed with a constraint violation exception. (ER# 311897789)

Genesys Info Mart now populates the correct number of IRFs and accurately links them to MSFs in the following scenario:

• A call is distributed from a Virtual Queue on a network switch to a handling resource on a premise switch.
• The call is later pulled back or rerouted to the network switch exactly once.
• The call ends by being either routed from the network switch to an unmonitored resource or abandoned in the network mediation device.

The transformation job now recovers from scenarios when the user-data transformation subtask cannot open a database connection, but the voice transformation subtask successfully opened a connection. Previously in similar scenarios, the transformation job continued to wait for the completion of the user-data transformation until it was manually canceled. (ER# 310005701)

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Supported Operating Systems

New in This Release

There are no restrictions for this release. Refer to the Deployment Procedure for this release to deploy the installation package within your environment.

Note: Genesys Info Mart release 8.1 requires Interaction Concentrator 8.1.000.19 or higher. However, Genesys strongly recommends that you use Interaction Concentrator release 8.1.000.28 or higher, to enable functionality that improves the reliability of Configuration details reporting.

This section describes new features that were introduced in this release of Genesys Info Mart.

• To improve performance in Oracle deployments, a new Genesys Info Mart startup parameter, queryParallelism, enables you to control the degree of query parallelism that the RDBMS will use. Genesys Info Mart uses the value that is specified by the startup parameter to provide a parallelism hint in certain transformation queries.

  By default, Genesys Info Mart now uses query parallelism at a level that is expected to be optimal for most deployments (queryParallelism=4). To change the degree of parallelism:

  1. Edit the gim_etl_server shell script to specify the desired value:

     -DqueryParallelism=<value>

     The gim_etl_server file is located in the Genesys Info Mart installation directory.

  2. Restart the Genesys Info Mart Server.

  For more details about how parallel execution works, see the Oracle documentation website at http://docs.oracle.com/.

• Enhanced logging of thread activity during ETL processing enables improved troubleshooting of long-running or stuck jobs.

Corrections and Modifications

This release includes the following corrections and modifications:

During migration from release 8.1.0 to release 8.1.1, the Genesys Info Mart migration script now re-creates the primary index on the GIDB_GX_SESSION_ENDPOINT_V table with all the necessary columns. Previously, the migration job might fail with the following error:

Cannot insert the value NULL into column 'GSYS_EXT_INT1'

(ER# 311247508)

During migration from release 8.1.0 to release 8.1.1 in Oracle deployments, the Genesys Info Mart migration script now re-creates the GIM_QUOTE function. Previously, the migration job failed to implement this schema change. (ER# 311205646)

The Genesys Info Mart transformation job no longer fails when it encounters very large numbers of records for the same interaction in the G_VIRTUAL_QUEUE table. A new configuration option, max-parties-per-call in the [gim-etl] section, enables you to control how much of the data that is associated with a single interaction in the GIDB tables will be selected for transformation. In this way, the transformation job avoids being overwhelmed by huge numbers of party and virtual-queue records for unsuccessful routing attempts as a result of inappropriate routing strategies.

max-parties-per-call
Section: gim-etl
Default Value: 100
Valid Values: 50-10000
Dependencies: None
Changes Take Effect: At the next run of Job_TransformGIM

The option specifies the limit for the number of parties that were associated with the same interaction that will be represented in the Info Mart database. The option limits the amount of data that will be selected for transformation from the GIDB party and virtual-queue tables. When the number of parties in an interaction exceeds the limit, the transformation job processes only the first n parties and the last n parties in the interaction, where n = max-parties-per-call/2. When the transformation job abbreviates the representation of unsuccessful routing attempts in this way, it generates an alarmable log message similar to the following:

WARN mm-part-0-assemble 20120 Number of parties in an interaction with irId='00014a6UC5X2001T' exceeds the limit '100'. Some parties in this interaction will be discarded.

Note: Genesys recommends that you locate and fix inappropriate routing strategies that result in huge numbers of records in IDB tables.

Previously, Genesys Info Mart failed to complete the transformation job for hours, when some strategies made too many unsuccessful attempts to route a call. (ER# 310760593)

In Oracle deployments, Genesys Info Mart now creates sequences in the Info Mart database schema with the ORDER clause, to guarantee ordered generation of keys. Previously in some scenarios when keys were generated out of order, Genesys Info Mart might lose data, because it does not transform new data chunks with audit key values below the current transformation high-water mark. (ER# 310523543)

Genesys Info Mart now sends correct notifications to the aggregation job when the transformation job artificially terminated interactions with long-living virtual queues in some rare scenarios. Previously in these scenarios, Genesys Info Mart might calculate the wrong value for the time from which the aggregation job should start to aggregate data. Once this value was beyond the time to keep data as defined by the days-to-keep-gim-facts option in the [gim-etl] section and data was already purged from these tables, the aggregation job failed to aggregate data that was already purged; therefore, part of the aggregated data was lost. (ER# 310452633)

Genesys Info Mart now correctly handles the CALL, IRF, and IRF_FIRST_UPDATE user-data propagation rules for single-step transfer or two-step transfer scenarios when the transferring resource performs after call work (ACW) after leaving the call. Previously in such scenarios, Genesys Info Mart might incorrectly report values in the IRF record for the transferring resource if user data was changed after the resource left the call. (ER# 309905694)

Genesys Info Mart now addresses issues that impact the population of the SM_RES_STATE_FACT_KEY column in the SM_RES_STATE_FACT and SM_RES_STATE_REASON_FACT tables and improves processing to guarantee the proper linkage between the reason and state information. Previously in some scenarios, the SM_RES_STATE_REASON_FACT.SM_RES_STATE_FACT_KEY column might refer to a state in the SM_RES_STATE_FACT table by the wrong key. Initially, this issue was found in some environments with a high volume of agent activity, and the key mismatch was found to be due to the division of some transformation processing among parallel threads (ER# 302637239). Later, a similar symptom was found due to some intermittent Oracle sequence behavior that impacted the processing handling these keys. (ER# 309879131)

Genesys Info Mart now supports Advanced Disconnect Detection Protocol (ADDP) on the connection to Message Server. (ER# 309740107)

Genesys Info Mart now correctly represents voice interactions in scenarios in which an internal or consultation call leaves a switch and then returns in less than one second, and the T-Server reuses the original CallUUID. Previously, the IRF row related to the call recipient may have been either missing or not linked to the correct MSF row. (ER# 309576578)

Genesys Info Mart now purges older agent state information, and in particular, stuck state information (for states that appeared not to terminate in the source data) from the STG tables. Previously, RAA might have poor aggregation performance, because older stuck states were forcing the aggregation job to work with time ranges that were much longer than needed. (ER# 308906351)

Genesys Info Mart now populates ACW information in the IRF and IRSF tables in scenarios where a single Agent handles multiple voice interactions and goes into ACW for each interaction in a small amount of time. Previously in this scenario, ACW information could be missing from these tables. (ER# 308480401)

Genesys Info Mart now successfully continues to send log messages to Message Server in deployments that include high availability (HA) of Message Server. Previously in this scenario, Genesys Info Mart might stop sending log messages to Message Server configured in HA. (ER# 308318513)

Genesys Info Mart no longer incorrectly creates an IRSF row representing ACW in scenarios in which an agent participates in a call while in an ACW state that is not call-related. Previously in 8.1.1, these erroneous IRSF rows would be created. (ER# 307221611)

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Supported Operating Systems

New in This Release

There are no restrictions for this release. Refer to the Deployment Procedure for this release to deploy the installation package within your environment.

Note: Genesys Info Mart release 8.1 requires Interaction Concentrator 8.1.000.19 or higher. However, Genesys strongly recommends that you use Interaction Concentrator release 8.1.000.28 or higher, to enable functionality that improves the reliability of Configuration details reporting.

This release contains no new features or functionality.

Corrections and Modifications

This release includes the following corrections and modifications:

The lengths of the MEDIA_NAME and MEDIA_NAME_CODE fields in the MEDIA_TYPE table have been increased to 255 characters, to match the maximum length that is allowed in the Configuration Layer. Previously, Genesys Info Mart failed to create a MEDIA_TYPE record if the name of the configured media type exceeded 32 characters; if Genesys Info Mart was attempting to create the MEDIA_TYPE record dynamically during transformation, the transformation job failed. (ER# 307480568)

Genesys Info Mart now uses information in JDBC DAPs correctly to form the JDBC URL for connections to Oracle databases. In previous 8.1.1 releases, if the jdbc-url option was not configured, Genesys Info Mart might be unable to connect to the Info Mart database or IDBs. (ER# 307205061)

Genesys Info Mart now correctly populates values in the MSF table when two records are associated with the same virtual queue: one record when the virtual queue was active and a second record when the virtual queue was terminated. Previously, when the GIDB_G_VIRTUAL_QUEUE_MM.VQ_KEY primary key of the first record was larger than the second record, Genesys Info Mart might incorrectly populate values for the following columns in the MSF table: END_TS, MEDIATION_DURATION, ONLINE_DURATION, IXN_RESOURCE_ID, TARGET_IXN_RESOURCE_ID, and ENTRY_ORDINAL. (ER# 307296041)

Genesys Info Mart now correctly handles user-data propagation rules for the two-step transfer scenario when the T-Server merged-user-data option is set to merged-over-main. Previously in such scenarios, with all propagation rules except PARTY, Genesys Info Mart reported the wrong (merged) value in the IRF for the transferring resource, because transformation processing did not recognize that a user-data change that occurred when a consultation call was merged into a main call happened after the transferring resource left the call. (ER# 307800473)

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Supported Operating Systems

New in This Release

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

Note: Genesys Info Mart release 8.1 requires Interaction Concentrator 8.1.000.19 or higher. However, Genesys strongly recommends that you use Interaction Concentrator release 8.1.000.24 or higher, to enable functionality that improves the reliability of Configuration details reporting.

This release contains no new features or functionality.

Corrections and Modifications

This release includes the following corrections and modifications:

Genesys Info Mart now correctly terminates the maintenance job at the end of the maintenance window, even if some purge queries are still running. Previously in such scenarios, the purge queries continued to run until the purge of the applicable tables finished, thus interfering with scheduled ETL jobs. (ER# 306873031)

A new command-line option, -DfilterUserData, enables you to control whether Genesys Info Mart will filter the user data that it extracts from IDB.

• With filtering turned on (filterUserData=true), the extraction job extracts only the UserData attribute of TEvents or Interaction Server events. This is the default setting, which preserves legacy behavior.
• With filtering turned off (filterUserData=false), the extraction job will also extract Reasons and Extensions attributes of TEvents.

To turn off filtering of user data:

1. Change the setting of the filterUserData command-line option:

   • On Windows, edit the gim_etl_server.bat file to include the following line:
     set JVM_PARAMETERS=%JVM_PARAMETERS% -DfilterUserData=false

   • On UNIX, edit the gim_etl_server file to include the following line:
     ${JAVACMD} <other command line parameters> -DfilterUserData=false com.genesyslab.gim.etl.server.GIMServer "$@"

2. Restart the Genesys Info Mart Server.

Note: Turning off filtering of user data has performance implications, because it will increase the amount of user data that Genesys Info Mart will have to process. (ER# 306871953)

The Genesys Info Mart migration script now includes a stored procedure that alters the data type of the AUDIT_KEY fields in all tables in the Info Mart database schema, including customer tables, if the length of the fields was less than numeric(19) (on Microsoft SQL Server) or NUMBER(19) (on Oracle). Previously, the migration job failed to implement a schema change that was made in release 8.0.102.11, when the AUDIT_KEY field in the CTL_AUDIT_LOG table, as well as CREATE_AUDIT_KEY and UPDATE_AUDIT_KEY references to that table from other tables, was changed from INT to numeric(19) (on Microsoft SQL Server) or from NUMBER(10) to NUMBER(19) (on Oracle). (ER# 306816801)

Genesys Info Mart now successfully transforms reason codes for all media types. Previously in release 8.1.101.05, the transformation job did not populate the reason codes for e-mail and chat interactions in the SM_RES_STATE_REASON_FACT table. (ER# 306762841)

Genesys Info Mart now correctly summarizes DND agent states. Previously, Genesys Info Mart populated incorrect DND data in the SM_RES_STATE_FACT table when agent states on voice, e-mail, or chat interactions overlapped with agent states on 3rd Party Media types. (ER# 305921311)

The maintenance job now successfully recovers if it loses the connection that holds the master lock. Previously, the maintenance job was not able to recover in this scenario, and you had to restart Genesys Info Mart. (ER# 303221204)

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Supported Operating Systems

New in This Release

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

Note: Genesys Info Mart release 8.1 requires Interaction Concentrator 8.1.000.19 or higher. However, Genesys strongly recommends that you use Interaction Concentrator release 8.1.000.24 or higher, to enable functionality that improves the reliability of Configuration details reporting.

This release contains no new features or functionality.

Corrections and Modifications

This release includes the following corrections and modifications:

The extraction job no longer skips data in rare scenarios in which the previous extraction job fails after extracting and committing all data for a data domain (for example, Voice). Previously, if there was a NO_DATA timestamp from ICON ahead of the data domain’s extraction high-water mark, the extraction job might advance the extraction window up to the NO_DATA timestamp and skip data. (ER# 304627876)

The migration job now correctly populates the ANCHOR_FLAGS dimension. Previously, the migration job did not populate the ANCHOR_FLAGS dimension, which might lead to incorrect or missing data in some of the RAA tables. (ER# 304613134)

Genesys Info Mart now correctly summarizes overlapping state reason time intervals for the same 3rd Party Media media type. Previously, Genesys Info Mart produced multiple SM_RES_STATE_REASON_FACT records for the same MEDIA_TYPE ; the records had overlapping time intervals and some of the records did not reference any session facts and state facts.

Note: See ER# 306762841 in the Known Issues section.

(ER# 304604441)

Genesys Info Mart now represents voice interactions more accurately in scenarios in which a call returns to a switch where it previously resided and the T-Server reuses the original CallUUID. Previously, IRF or MSF rows might be missing or incorrectly populated. (ER# 303759179)

Genesys Info Mart now produces the correct number of IRF rows in network re-route-on-no-answer (RONA) scenarios in which the RONA occurs before the call is subsequently handled by an agent, and the call is then rerouted through the network switch to an unmonitored resource after the agent completes the call. (ER# 302222541)

Genesys Info Mart now represents multi-site voice scenarios more accurately when a target call contains an external routing point party, and a second party that is not capable of being a valid cross-site target, and both parties start at the same time. The external routing point is now favored as the valid target party, which results in more accurate information in the IRF and MSF tables. (ER# 301853341)

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Supported Operating Systems

New in This Release

There are no restrictions for this release. Refer to the Deployment Procedure for this release to deploy the installation package within your environment.

Note: Genesys Info Mart release 8.1 requires Interaction Concentrator 8.1.000.19 or higher. However, Genesys strongly recommends that you use Interaction Concentrator release 8.1.000.24 or higher, to enable functionality that improves the reliability of Configuration details reporting.

This section describes new features that were introduced in the 8.1.1 release of Genesys Info Mart. For more information about new or changed functionality, see the "New in This Release" section in the Genesys Info Mart 8.1 Deployment Guide. For more information about database schema changes, see the "New in This Release" section in the Genesys Info Mart 8.1 Reference Manual for your RDBMS.

• Enhanced Information in MSFs and IRFs—New fields in the MSF and IRF tables provide additional information about relationships between MSF activity and IRFs, regardless of whether attempts to reach the handling resource were successful or were abandoned or cleared from virtual queues. The new fields also enhance capabilities for reporting on queue activity and transfer details. To enable this functionality, you must use Universal Routing Server (URS) release 8.1.100.08 or later, and you must set the ICON route-res-vqid-hist-enabled configuration option to true, so that ICON populates the G_ROUTE_RES_VQ_HIST table in IDB.
• Workbin Dimension—A new dimension table, WORKBIN, stores information about all the workbin instances that have been associated with multimedia interactions in the environment.
• Stop Action Enhancements for Multimedia:
  • Use of the STOP_ACTION flag in the IRF table has been extended to multimedia interactions, for which the flag indicates whether the interaction was stopped by an IRF resource or by an outside entity that was not a party to the interaction (for example, Interaction Server or a Media Server).
  • A new technical result, AbnormalStop, and associated technical result reasons, AbnormalStopWhileRinging and AbnormalStopWhileQueued, have been introduced.
• Support for Thread Metrics—In addition to information in INTERACTION_FACT table records that identifies thread activity, Genesys Info Mart provides additional data in IRF records that enable downstream reporting applications to identify first, or unique, participations by agents and other handling resources in the interaction thread.
• Support for Fiscal Calendars—You can now configure either the default or custom calendars in Genesys Info Mart to provide calendar dimensions for fiscal years.
• Improved Reliability of MSF Time Metrics—Genesys Info Mart adjusts the start/end time of MSF records associated with a virtual queue with the start/end times of the related Strategy to avoid gaps between mediations. A new configuration option, adjust-vq-time-by-strategy-time, enables you to control this behavior.
• Artificial Termination of Long-Living Interactions—The days-to-keep-active-facts configuration option has been enhanced to enable you to artificially terminate long-living interactions and thus minimize the possibility of overflow errors in aggregation processing.
• Security Features—Genesys Info Mart supports Transport Layer Security (TLS) protocol, client-side port definition, and Secure Socket Layer (SSL) protocol on JDBC connections to enable secured connections between Genesys Info Mart Server and Configuration Server, Message Server, and the IDB and Info Mart databases. It also supports Transparent Database Encryption (TDE) features for secure storage of data in the Info Mart database.
• Miscellaneous Enhancements:
  • A new column, SWITCH_DBID, in the RESOURCE_ dimension table enables downstream reporting applications to reliably identify the switch that is associated with switch resources.
  • A new user-data propagation rule, IRF_FIRST_UPDATE, enhances the flexibility of user-data reporting, particularly in two-step transfer, consultation, or conference scenarios and in re-route-on-no-answer (RONA) scenarios. This rule enables Genesys Info Mart to store the first update to the KVP value that is performed during the fact duration.

Corrections and Modifications

This release includes the following corrections and modifications:

The transformation job no longer fails when GIDB_GO_CAMPAIGN records for an Outbound Contact campaign are missing, provided that GIDB_GO_CHAIN record(s) for the campaign session exist. In these Outbound Contact scenarios, Genesys Info Mart now constructs the CAMPAIGN_GROUP_SESSION_FACT record from GIDB_GO_CHAIN information. Previously in these scenarios, the transformation job might fail because it encountered a CONSTRAINT_VIOLATION_NOT_NULL_VIOLATION when it tried to insert a null value into TMP_REC_STOP.CAMP_GROUP_SESSION_ACTIVE. (ER# 303941577)

The extraction job no longer violates the unique constraint PK_GX_SN_EP_V if an agent has logged in to multiple queues simultaneously. Previously in these scenarios, the extraction job might report a unique constraint violation error such as: Database error: ORA-00001: unique constraint (GIM_OWNER.PK_GX_SN_EP_V) violated. (ER# 303865234)

In deployments that include aggregation, if you migrate RAA at the same time that you are migrating Genesys Info Mart, the Genesys Info Mart migration job no longer allows RAA migration to start before the Info Mart database schema has been updated. Previously, migration might have failed because of various database errors that were caused by inconsistencies in the database schema. (ER# 303751088)

If ACW information is present in the SM_RES_STATE_FACT table, Genesys Info Mart now reliably populates the ACW fields in the IRF and IRSF tables. Previously, Genesys Info Mart might fail to populate these fields, even if the information was available in the SM_RES_STATE_FACT table. In particular, Genesys Info Mart might have failed to populate these fields if the ACW information was transformed into the SM_RES_STATE_FACT table in an ETL cycle before the associated interaction was ready to be transformed. (ER# 303660651)

Genesys Info Mart now correctly recognizes the number of handling attempts (IRF records) in scenarios in which a call is transferred through Network Attended Transfer, pulled back, or rerouted, and the call is released at the routing point by using TRouteCall with route type of RouteTypeReject. Previously in these scenarios, Genesys Info Mart did not create IRF records for such interactions.

Note: The last IRF has the incorrect technical result of Diverted/Unspecified, because Genesys Info Mart does not currently distinguish releasing a call in a routing point from routing to an unmonitored site.

(ER# 303447508)

The migration job now correctly populates the TECHNICAL_DESCRIPTOR dimension with all of the supported technical descriptors. Previously, the migration job did not add rows to the TECHNICAL_DESCRIPTOR dimension for TECHNICAL_DESCRIPTOR_KEYS greater than 252, which means that the migration job did not add any rows for AbnormalStop technical descriptors. (ER# 303207051)

In the section "Processing User Data" in the Attached Data chapter in the Genesys Info Mart 8.1 Deployment Guide, an incorrect reference to the nonexistent STG_TRANSFORM_VIOLATIONS table has been corrected to STG_TRANSFORM_DISCARDS. (ER# 303169694)

Genesys Info Mart now correctly creates an IRF row that indicates an abandoned call on a network mediation device in the following scenario:

1. A network call is pulled back or rerouted from a premise switch exactly once.
2. The call is abandoned before it is routed from the network switch a second time.

In environments with a high volume of agent activity, Genesys Info Mart now reliably populates the SM_RES_STATE_FACT_KEY column in the SM_RES_STATE_REASON_FACT table with the key of the summarized state that is associated with the summarized state reason. Previously, when parallel threads divided the transformation processing for this higher volume of agent activity data, Genesys Info Mart might populate the SM_RES_STATE_FACT_KEY column with the key of the incorrect state. (ER# 302637239)

The transformation job now correctly populates ACW metrics for an Info Mart database that was upgraded from release 8.1.0 to 8.1.1. Previously, because of differences between newly created and upgraded Info Mart database schemas, the transformation job stored incorrect ACW duration and end-time information in the IRF and IRSF tables. (ER# 302467532)

In voice deployments in which ICON is configured with route-res-vqid-hist-enabled set to true, Genesys Info Mart now correctly populates the END_TS, END_DATE_TIME_KEY, MEDIATION_DURATION, and ONLINE_DURATION columns in the MSF table in voice scenarios in which the T-Server and URS servers are not clock-synched. Previously, these columns might have a value of 0 (zero), an artificially small value, or a negative number. (ER# 302466984)

The description of the "Enhanced Information in MSFs and IRFs" feature in the "New in Release 8.1.1" section of the Genesys Info Mart 8.1 Deployment Guide now specifies the requirement for the ICON route-res-vqid-hist-enabled configuration option to be set to true, so that ICON will populate the G_ROUTE_RES_VQ_HIST table in IDB. (ER# 302359081)

Because of more intelligent thread execution, Genesys Info Mart is no longer at risk of failing during processing of configuration updates. Previously, Genesys Info Mart created additional threads to process configuration updates. In the case of batched updates, the number of parallel threads could be high (in the thousands), requiring a significant amount of additional RAM. If sufficient RAM had not been allocated to the Genesys Info Mart JVM, the Genesys Info Mart process might have terminated because of an out-of-memory error. (ER# 301673400)

Genesys Info Mart now correctly populates the MEDIATION_START_DATE_TIME_KEY and MEDIATION_DURATION columns in the IRF table in scenarios in which a call is redirected to parallel mediation devices before being delivered to a second handling resource. Previously, the IRF for the second handling resource was incorrectly populated with a MEDIATION_START_DATE_TIME_KEY of 0 and an artificially large MEDIATION_DURATION. (ER# 300520990)

A new configuration option in the [gim-etl] section, merge-failed-is-link-timeout, specifies the time interval, in seconds, for which the merge of failed IS-Links will be delayed to enable Genesys Info Mart to receive both sides of the links. In earlier Genesys Info Mart 8.x releases, the merge of failed links was performed immediately, without waiting for the other side of the failed link, thus resulting in dangling links. (ER# 300300854)

When simple-week-numbering is set to false, Genesys Info Mart now correctly calculates the week year for the first week in 2012 as 2012. Previously, Genesys Info Mart calculated the week year for the first week in 2012 as 2013, and the following fields in the DATE_TIME calendar had incorrect values: WEEK_YEAR=2013 and LABEL_YYYY_WE=2013-01. (ER# 300256581)

Genesys Info Mart now produces IRF records with unique PARTYGUIDs in scenarios in which there are multiple reroutes or pullbacks and the source call has only an external party as a candidate for the reroute or pullback. Previously, Genesys Info Mart might produce IRFs with duplicate PARTYGUIDs, which caused the transformation job to fail because of a unique constraint violation for the I_T_IRF_V_PGUID index. (ER# 300178483)

Genesys Info Mart now temporarily disables ADDP polling while Genesys Info Mart Server reads out configuration data during startup. Previously, because of ADDP timeouts, Configuration Server might close the Genesys Info Mart connection during Genesys Info Mart startup. (ER# 296847496)

Genesys Info Mart now correctly adds a row to the STG_IDB_FK_VIOLATION table for any missing configuration object that the transformation job encounters during transformation of configuration facts. Previously, a row was not added for discarded data about the association between agents and groups; for example, if a GIDB_GCX_GROUP_AGENT record was transformed before the corresponding GIDB_GC_GROUP record was received, the GIDB_GCX_GROUP_AGENT record was silently discarded, without a row being added to the STG_IDB_FK_VIOLATION table. (ER# 296823601)

Genesys Info Mart now correctly processes scenarios in which a multimedia interaction is ended, but the G_VIRTUAL_QUEUE record that belongs to the interaction still has TERMINATED_TS=NULL. Previously, Genesys Info Mart might fail with an InteractionTransformException: Interaction(...) cannot be transformed due to toKey out of range... error. (ER# 296778269)

The user-event-data-timeout option now specifies the maximum time, in seconds, after the end of a call, during which an agent who handled that call can send UserEvent-based key-value pair (KVP) data. Previously, the timeout was calculated from the start of the call. (ER# 296103930)

Genesys Info Mart no longer fails to store ACW data in situations when the contact center has no interaction activity for a period that exceeds user-event-data-timeout from the start of the ACW. Previously, Genesys Info Mart might fail to store ACW data if the transformation job was delayed during ACW. (ER# 295937541)

In multi-site call flows, when a call from one site is diverted to another site but no parties at the source site are reported as diverted, Genesys Info Mart now assumes that the last cleared party at the source site propagated the call to the target site. Previously, Genesys Info Mart created an additional IRF for the cleared party at the source site. (ER# 295283816)

Genesys Info Mart no longer fails to store ACW data when ACW occurs after a long IRF, provided that (party duration + ACW duration) < (user-event-data-timeout + max-call-duration). Previously, Genesys Info Mart did not store ACW data when (party duration + ACW duration) > user-event-data-timeout. (ER# 295240748)

Genesys Info Mart now checks Oracle database support for interval partitioning for each connection. Previously, Genesys Info Mart checked for interval partitioning for each table, which resulted in a 20155 Database error: ORA-00904: "INTERVAL": invalid identifier error logged for each table for databases that did not support interval partitioning (Oracle 10g). (ER# 295069105)

Genesys Info Mart now correctly populates the START_TS, START_DATE_TIME_KEY, MEDIATION_START_DATE_TIME_KEY, and MEDIATION_DURATION columns in the IRF table in scenarios in which an External Routing Point is the first or only mediation DN that is included in the IRF. Previously, these columns might have been populated with 0 or, in the case of MEDIATION_DURATION, with an artificially large value. (ER# 295057323)

The update_idb_for_gim.sql and update_idb_for_gim_mm.sql scripts no longer fail when tables are dropped into the Oracle recycle bin. (ER# 294677982)

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

1. Network T-Server sends a call to a nonself-service IVR at a Premise T-Server.
2. The call is pulled back or rerouted, routed to another nonself-service IVR, and then to an agent. However, based on event information from IVR Server, Interaction Concentrator (ICON) reports the call as Abandoned on the IVR.

Previously, Genesys Info Mart might have reported incorrect MEDIATION_DURATION for the intermediate IVR.

(ER# 292810835)

Genesys Info Mart now correctly interprets dots in a database access point (DAP) name when loading configuration details. Previously, Genesys Info Mart might fail with an Exception Key ${0} is malformed... error. (ER# 289137883)

Genesys Info Mart now correctly handles reason codes in agent data that is provided by ICON releases 8.0.000.40 and higher (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 lower. 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 higher. (ER# 288489763)

Genesys Info Mart now uses the Database Links in Oracle when JDBC DAPs are configured. (ER# 284347817)

Genesys Info Mart now logs mapping between DAP and database links at the beginning of the extraction job. (ER# 284347812)

Genesys Info Mart now correctly populates the END_DATE_TIME_KEY and END_TS columns in the configuration fact tables. Previously, END_DATE_TIME_KEY might be set to 0 for active and terminated facts, and END_TS might be set to NULL for active facts. (ER# 277751002)

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Supported Operating Systems

New in This Release

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

Note: Genesys Info Mart release 8.1 requires Interaction Concentrator 8.0.000.35 or higher. However, Genesys strongly recommends that you use the latest release of Interaction Concentrator.

This release contains no new features or functionality.

Corrections and Modifications

This release includes the following corrections and modifications:

Genesys Info Mart now correctly reports the INTERACTION_FACT.TENANT_KEY value in the following scenario:

• An inbound call arrives at a switch that belongs to a tenant.
• The call is then routed from the initial switch to an agent at another switch that belongs to another tenant.
• The agent handles the call.

Previously, Genesys Info Mart reported the INTERACTION_FACT.TENANT_KEY value for the tenant of the initial switch instead of the value for the tenant of the agent that handled the call.

Note: This known issue has been fixed in release 8.1.002.08 only.

(ER# 319643073)

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Supported Operating Systems

New in This Release

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

Note: Genesys Info Mart release 8.1 requires Interaction Concentrator 8.0.000.35 or higher. However, Genesys strongly recommends that you use the latest release of Interaction Concentrator.

This release contains no new features or functionality.

Corrections and Modifications

This release includes the following corrections and modifications:

Genesys Info Mart migration from release 8.0 to release 8.1 no longer fails because the length of existing data exceeds the limit that is defined for migrated columns. Previously, in deployments that use large numbers of agent groups in Outbound Contact activity, the attempt to alter the data type for the GROUP_COMBINATION_STRING column in the STG_RESOURCE_GROUP_COMB table caused migration to fail if the length of the existing data exceeded 512 characters. (ER# 303359196)

In scenarios in which the populate-workbin-as-hold configuration option is set to true and the agent made an outbound reply e-mail, but did not stop the original inbound e-mail and instead put this e-mail into an agent workbin, Genesys Info Mart now correctly populates the TALK_DURATION and CUSTOMER_TALK_DURATION values in the IRF table. Previously, in these scenarios when the original inbound e-mail is still active, Genesys Info Mart might populate the TALK_DURATION and CUSTOMER_TALK_DURATION fields with UTC timestamps. (ER# 303168727)

Genesys Info Mart now correctly populates CUSTOMER_* metrics for inbound calls with a blocked ANI that are connected to a device other than a queue or routing point prior to being routed or transferred to another site. Previously in these scenarios, Genesys Info Mart populated CUSTOMER_* metrics with a value of 0 (zero).

Note: When the ANI is blocked, Genesys Info Mart does not have sufficient information to track the duration of customer participation; therefore, Genesys Info Mart uses the duration of the entire call as the best estimate of the duration of customer participation. This might be incorrect—for example, in conference scenarios in which the customer is the first to leave the conference call. (ER# 303151619)

Job_MaintainGIM no longer fails after migration from an 8.0 release. Previously, in an environment with a partitioned Info Mart database hosted on Microsoft SQL Server RDBMS, the migration from an 8.0 release to an 8.1 release resulted in discrepancies between GIDB tables in the Info Mart 8.1 database and dynamically generated Temporary (TMP) tables that are used for purging on the partitioned Info Mart database. These discrepancies impacted Job_MaintainGIM. (ER# 301251981)

Job_MaintainGIM no longer fails after migration from a previous release. Previously, in an environment with Microsoft SQL Server RDBMS, migration from any previous release to 8.1.002.03, 8.1.002.04, or 8.1.002.05 release resulted in missing indexes in Control tables that impacted Job_MaintainGIM. (ER# 300765775)

Genesys Info Mart now correctly processes reason code states that terminate at the same second as the end of the transformation interval. Previously, Genesys Info Mart might leave these reason code states open and close them later, when another state starts at the same endpoint; as a result, the reported duration of the reason code state might have been incorrect. (ER# 299725819)

The transformation job now continues to transform data that is extracted from a data source that is identified as inactive. Previously, if the data source was identified as inactive in the CTL_DS table, the transformation job stopped transforming this data, even if it was extracted. (ER# 299632826)

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Supported Operating Systems

New in This Release

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

Note: Genesys Info Mart release 8.1 requires Interaction Concentrator 8.0.000.35 or higher. However, Genesys strongly recommends that you use the latest release of Interaction Concentrator.

This release contains no new features or functionality.

Corrections and Modifications

This release includes the following corrections and modifications:

Genesys Info Mart now properly handles a rare scenario in which a strategy pulls an interaction from an Interaction Queue and then, after some time, puts it back in the same Interaction Queue, and an additional party is created for the Interaction Queue. Previously, Genesys Info Mart might erroneously attempt to create an IRF for this Interaction Queue that would trigger the following exception: Unique Constraint Violation for SQL [CREATE UNIQUE INDEX I_T_UP_MSF_BY_IRF_MM_ID ON TMP_UPDATE_MSF_BY_IRF_MM (MEDIATION_SEGMENT_ID ASC)]. (ER# 300693580)

Genesys Info Mart now correctly processes single quotation marks in hardware reasons, software reason keys, and software reason values. Previously, Genesys Info Mart did not escape single quotation marks; as a result, Genesys Info Mart might have failed while inserting a row into the RESOURCE_STATE_REASON table. (ER# 298938473)

Genesys Info Mart now continues attempting to reconnect to Configuration Server if a disconnection happens when Genesys Info Mart is processing configuration information received during the preceding reconnection. Previously, Genesys Info Mart might stop attempting to reconnect to Configuration Server in this rare scenario. (ER# 298781719)

If you are migrating from a Genesys Info Mart database schema version 8.0.102.11 that includes additional constraints that are not in the out-of-box script, Genesys Info Mart no longer fails with the ORA-12991 error. (ER# 298164714)

Genesys Info Mart no longer fails when it cannot connect to Configuration Server for a long period of time, such as a few hours. Previously, Genesys Info Mart might fail with an out-of-memory exception. (ER# 297925631)

Genesys Info Mart no longer sets negative durations in some IRF columns for active e-mails placed in personal workbins when the populate-workbin-as-hold option is set to true. Previously, negative values might cause the aggregation job to fail. (ER# 297322191)

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Supported Operating Systems

New in This Release

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

Note: Genesys Info Mart release 8.1 requires Interaction Concentrator 8.0.000.35 or higher. However, Genesys strongly recommends that you use the latest release of Interaction Concentrator.

This release contains no new features or functionality.

Corrections and Modifications

This release includes the following corrections and modifications:

To improve the purge performance, new indexes are now added to following tables:

• CTL_AUDIT_LOG
• CTL_EXTRACT_HISTORY
• CTL_TRANSFORM_HISTORY

The transformation job now applies user-event-data-timeout only to the user data that is attached after the call termination. Previously, the transformation job might miss user data that was attached to the active call when the call lasted longer than user-event-data-timeout. (ER# 296369644)

When the populate-workbin-as-hold configuration option is set to true, placement of an interaction into an agent's personal workbin is considered to put it on Hold. Previously, when an interaction remained in a workbin for more than one ETL cycle, the HOLD fields in the agent's IRF row might have been inaccurate. This issue is now corrected. The relevant HOLD fields are: HOLD_COUNT, HOLD_DURATION, CUSTOMER_HOLD_COUNT, and CUSTOMER_HOLD_DURATION. (ER# 296303666)

Genesys Info Mart now correctly populates the CUSTOMER_* metrics in IRF rows that represent a resource receiving an interaction after a network pullback or a network attended transfer/conference has occurred. Previously, Genesys Info Mart may have populated the CUSTOMER_* metrics with zeros. (ER# 296118710)

Genesys Info Mart now correctly calculates ACW when ACW gets interrupted and a second ACW period starts at the same second as the previous state change. (ER# 295557946)

Genesys Info Mart now correctly processes reason code states when it is used with any supported release of Interaction Concentrator. Previously, if Genesys Info Mart was used with an instance of Interaction Concentrator later than 8.0.000.39, several reason code states might be merged into one if the reason code was not finished at the time the transformation job ran. (ER# 294937178)

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Supported Operating Systems

New in This Release

There are no restrictions for this release. Refer to the Deployment Procedure for this release to deploy the installation package within your environment.

Note: Genesys Info Mart release 8.1 requires Interaction Concentrator 8.0.000.35 or higher. However, Genesys strongly recommends that you use the latest release of Interaction Concentrator.

This release contains no new features or functionality.

Corrections and Modifications

This release includes the following corrections and modifications:

The transformation job now considers the inter-site link as valid in scenarios in which the source IS_LINK is failed, the target IS_LINK is not failed, and both records are retrieved during the same extraction job and merged together. Previously, Genesys Info Mart ignored the link and created an incorrect number of IRF records. If there was also distribution from a virtual queue (VQ) through an ACD queue to an agent, Genesys Info Mart might fail due to a non-unique MEDIATION_SEGMENT_ID for records in the TMP_MSF_V table.

Additionally, in multi-site scenarios in which a call is diverted from a virtual queue on one site to an agent on another site, and the call is then redirected through a routing point to another handling resource, the MSF row now has the correct technical result of DIVERTED/REDIRECTED and is linked to the IRF row representing the agent from which the call was redirected. Previously, the MSF row may have had an incorrect technical result of DIVERTED/UNSPECIFIED and a missing or incorrect value in the TARGET_IXN_RESOURCE_ID column. (ER# 294081426)

A new configuration option, error-policy-irf-exception-resumable in the [error-policy] section, enables you to control which exceptions that might be triggered during the interaction transformation should be considered as discardable, when error-policy-irf-exception is set to log_db_resume or resume.

error-policy-irf-exception-resumable
Default Value: Exception
Valid Values: Any correct Java regular expression

The value defines a filter. If the specified regular expression matches the name of the exception class or the name of the exception super classes, then the exception is considered as not critical; the results of the interaction transformation (IRFs and MSFs) will be discarded, but Job_TransformGIM will continue. If the specified regular expression does not match the name of the exception class or the exception super class, the job will be aborted. This option makes sense only if error-policy-irf-exception is set to log_db_resume or resume.

Changes take effect: On the next ETL cycle

(ER# 293412112)

In HA deployments, Genesys Info Mart now extracts all available data in certain problematic scenarios in which the timestamp of the last event from one ICON, adjusted for differences in time synchronization (ICON1.LEVENT — max-time-deviation), is earlier than the NO_DATA timestamp from a second ICON that has no new data (ICON2.NO_DATA). Previously, Genesys Info Mart would extract data from IDB1 up to (ICON1.LEVENT — max-time-deviation) and then move the extraction high-water mark (HWM) to ICON2.NO_DATA; as a result, data from (ICON1.LEVENT — max-time-deviation) to ICON1.LEVENT was never extracted.

While Genesys Info Mart behavior in this situation no longer results in available data being skipped, Genesys recommends that you reconsider the configuration of your deployment to identify if the problematic scenarios can be avoided. Possible causes of the problematic scenarios are:

• ICON2 and, therefore, Genesys Info Mart are not aware that ICON2 has lost connection to its data source(s). Genesys Info Mart requires that you use ADDP for the connection between ICON and the data source, to enable ICON to detect connection losses.
• The value of the Genesys Info Mart max-time-deviation option is smaller than the actual difference in time synchronization between hosts.
• The relative values of the ADDP timeout (the Local Timeout parameter configured for ADDP on the Connections tab of the ICON Application) and the max-time-deviation option are not suitable for your deployment. Genesys requires the following relationship:
  
  (<ADDP Local Timeout> * 2) + <actual maximum difference in time synchronization between hosts> <= max-time-deviation

(ER# 293292280)

Genesys Info Mart now correctly populates the CUSTOMER_* metrics in scenarios in which a single-step transfer is used to transfer an inbound interaction to an agent at another site and the call at the first site is reported as released before the second agent releases the interaction. Previously, Genesys Info Mart populated the CUSTOMER_* metrics with zeros. (ER# 292420496)

In scenarios in which an outbound call is transferred to an agent at another site, Genesys Info Mart now creates an IRF record for the agent and populates the CUSTOMER_* metrics. Previously, Genesys Info Mart created an incorrect number of IRF records. (ER# 292325884)

In Oracle deployments, Genesys Info Mart now drops tables by using the PURGE clause, which prevents moving dropped tables to the Oracle recycle bin. Previously, in Oracle deployments, customers might experience Oracle performance issues if usage of the recycle bin was not turned off or the recycle bin was not purged on a regular basis. In rare scenarios, the transformation job might fail with the ORA-08103 error. To avoid these performance issues, Genesys recommends purging the Oracle recycle bin. (ER# 292282437)

When Genesys Info Mart encounters a database error that it cannot immediately resolve, it now logs the following dedicated log message:

GIM_ETL_DB_ERROR (55-20155) Database error: <error>; CODE= <error code>; SQLSTATE= <state>; DBError=<database error>

You can set an alarm on this message in the Genesys Management Framework. (ER# 291344855)

Genesys Info Mart now correctly reports the number of IRFs and the technical result of the VQ mediation (Diverted/AnsweredByAgent) in the following scenario:

1. An agent or IVR dials an external customer number.
2. The agent or IVR then uses a VQ to transfer the call to an agent at another site.
3. The agent at the other site answers the call.

Previously, Genesys Info Mart reported extra IRF records and an incorrect technical result (Diverted/Unspecified) for the VQ mediation. (ER# 291171421)

Genesys Info Mart now correctly populates CUSTOMER_* metrics for inbound calls with blocked ANI that are routed or transferred to another site. Previously, Genesys Info Mart populated CUSTOMER_* metrics as 0 (zero) in these scenarios.

Note: When the ANI is blocked, Genesys Info Mart does not have sufficient information to track the duration of customer participation; therefore, Genesys Info Mart uses the duration of the entire call as the best estimate of the duration of customer participation. This might be incorrect—for example, in conference scenarios in which the customer is the first to leave the conference call. (ER# 290122348)

The transformation job no longer fails with exception cannot CREATE UNIQUE INDEX I_T_IRF_V_ID.TMP_IRF_V. Previously, the transformation job might fail if the extraction job performed an unnecessary switchover when there was a small amount of available data. (ER# 290113705)

In environments in which the Universal Routing Server (URS) clock is running ahead of the T-Server clock, Genesys Info Mart now correctly reports the duration of VQ mediation (the DURATION field in MSF records for VQs). Previously, Genesys Info Mart used information from the associated routing point to adjust the END_TS of the MSF, and this sometimes resulted in a negative duration being reported. (ER# 289778137)

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Supported Operating Systems

New in This Release

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

Note: Genesys Info Mart release 8.1 requires Interaction Concentrator 8.0.000.35 or higher. However, Genesys strongly recommends that you use the latest release of Interaction Concentrator.

This release contains no new features or functionality.

Corrections and Modifications

This release includes the following corrections and modifications:

Genesys Info Mart now correctly processes late ACW states for large transformation chunks (for example, chunk size more than 1 hour). Previously, in rare scenarios on partitioned databases, some late ACW states could be missed in IRSF and IRF records if the IRF started more than 1 hour earlier than the end of the transformation interval. (ER# 291520646)

Genesys Info Mart now creates the correct number of IRF records in scenarios in which an internal interaction originates from an internal resource that is not a handling resource (for example, a trunk). In earlier 8.1 releases, Genesys Info Mart did not create IRF(s) for the receiving part of the interaction. (ER# 291171184)

Genesys Info Mart no longer fails when it encounters inconsistent voice data that results in some GIDB_G_CALL_V processing referring to a nonexistent record in the GIDB_G_CALL_V table. Previously, the transformation job failed because of a ConcurrentModificationException.

A new configuration option, error-policy-call-mergecall-missing in the [error-policy] section, enables you to control how Genesys Info Mart handles the situation when GIDB_G_CALL_V.MERGECALLID refers to missing records in the GIDB_G_CALL_V table.

error-policy-call-mergecall-missing
Default Value: resume
Valid Values:

• exception—Instructs the transformation logic to interrupt transformation of the interaction with an exception, which is handled as specified by the error-policy-irf-exception option.
• resume—Instructs the transformation logic to ignore references to the missing data and continue with transformation. The transformation job logs the following error message: Interaction(...):call(...): merge call(...) is missing.

(ER# 291009026)

In problematic deployments that might result in the same PARTYGUID being split between multiple interactions—for example, because of configuration errors in an environment with a partitioned switch—Genesys Info Mart now ignores subsequent IRF records that violate the I_IRF_PT_GUID index. Previously, the transformation job failed in these situations because of a unique constraint violation exception. (ER# 290629142)

Genesys Info Mart now correctly populates the RESOURCE_STATE_REASON_KEY in the SM_RES_STATE_REASON_FACT table in scenarios in which reason code states and/or DND states carry over from one ETL cycle to the next. Previously, Genesys Info Mart might incorrectly use RESOURCE_STATE_REASON_KEY=0. (ER# 290120621)

Genesys Info Mart now correctly populates the CONTACT_INFO and CONTACT_INFO_TYPE_KEY fields in the CONTACT_ATTEMPT_FACT table in deployments that use Outbound Contact 7.x template formats. Previously, in deployments that did not use Outbound Contact 6.x formats, Genesys Info Mart populated these fields as NULL. (ER# 289870031)

Genesys Info Mart now correctly populates the RESOURCE_GROUP_COMBINATION table in cases in which an agent is associated with the same agent group twice and is not associated with any other group. Previously, when the transformation job tried to insert RESOURCE_GROUP_COMBINATION records in this scenario, the job failed because of a DBError=CONSTRAINT_VIOLATION_UNIQUENESS_VIOLATION. (ER# 289552921)

Genesys Info Mart is no longer at risk of creating more than one record in the SM_RES_STATE_REASON_FACT table with the same SM_RES_STATE_REASON_FACT_KEY. Previously, in certain rare scenarios in which an agent had multiple, long-lasting reason code states in parallel, Genesys Info Mart might create several SM_RES_STATE_REASON_FACT records with the same SM_RES_STATE_REASON_FACT_KEY. (ER# 289536543)

Genesys Info Mart now correctly populates CUSTOMER_TALK_COUNT and CUSTOMER_TALK_DURATION in IRF records in the following scenario:

1. An agent transfers an outbound call to an agent on another site.
2. Because of trunk optimization, the original call ends earlier than the call on the other site.

Previously, Genesys Info Mart lost track of the customer and reported a value of 0 in the CUSTOMER_TALK_COUNT and CUSTOMER_TALK_DURATION fields in the IRF for the last agent.

(ER# 288338551)

Genesys Info Mart now correctly transforms user data that changed within one second. Previously, Genesys Info Mart might not have correctly identified the order of changes that occurred within one second and, as a result, might not have reported the correct user data value from the last change. (ER# 285061681)

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Supported Operating Systems

New in This Release

There are no restrictions for this release. Refer to the Deployment Procedure for this release to deploy the installation package within your environment.

Note: Genesys Info Mart release 8.1 requires Interaction Concentrator 8.0.000.35 or higher.

This release contains no new features.

Corrections and Modifications

This release includes the following corrections and modifications:

Genesys Info Mart now correctly transforms ACW data for interactions that were completed during the previous transformation cycle. Previously, in deployments with partitioned databases, Genesys Info Mart might fail to transform ACW data for interactions that were completed during the previous transformation cycle. (ER# 288930708)

In deployments that include an HA set of ICONs for Outbound Contact details, the transformation job is no longer at risk of failing because of a unique constraint violation that might occur on the I_CGSEF_SID index, if the ICONs use different campaign-creation timestamps in the GO_CAMPAIGN records that they store for the same campaign session. The timestamps might differ if 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. Previously, if the Info Mart database was partitioned and the differing timestamps fell within same 15-minute interval, the transformation job encountered the unique constraint exception that caused the job to fail. (ER# 288467873)

In deployments that include multimedia, the transformation job no longer fails because of an OutOfMemory exception during processing of active mediations. Previously, because of very large numbers of records in temporary and staging tables, the transformation job might fail because of insufficient memory in deployments that provide less than 2 GB of RAM for Genesys Info Mart. (ER# 288271702)

Genesys Info Mart now correctly extracts configuration facts about disassociations and associations that occur within a second—for example, a DN is removed from and then added to a group within a second. Previously, the extraction job terminated the existing active GIDB_GCX_* record, but did not add a new, active GIDB_GCX_* record. (ER# 288266704)

Genesys Info Mart now reports the interaction type as INTERNAL/UNSPECIFIED for call flows that have a original call with call type consult. Previously, Genesys Info Mart reported an invalid interaction type. (ER# 288161911)

In Microsoft SQL Server deployments, the migration job no longer fails when two instances of the Info Mart database are served by one instance of Microsoft SQL Server. Previously, the migration job failed with the following exception:

PatchSchema catched SQLServerException - Subquery returned more than 1 value. This is not permitted when the subquery follows =, !=, <, <= , >, >= or when the subquery is used as an expression.

In Oracle deployments, Genesys Info Mart now populates agent session information for 3rd Party Media in the SM_RES_SESSION_FACT table. Previously, because Genesys Info Mart did not correctly record information about custom media types that ICON provides (Genesys Info Mart always set the value of the GSYS_EXT_VCH1 field in the GIDB_GX_SESSION_ENDPOINT table to None), Genesys Info Mart did not transform agent session information for 3rd Party Media. (ER# 287800360)

When Genesys Info Mart is configured to use ADDP for the connection to Configuration Server, Genesys Info Mart now correctly creates the ADDP connection. Previously, Genesys Info Mart 8.1 did not use ADDP even though it was configured to do so. (ER# 287087918)

The scripts to migrate Genesys Info Mart from 8.0.x releases to release 8.1.x now modify the content of the CTL_EXTRACT_HWM table to delete records that reference the GO_RECORD table, which is no longer included in the Genesys Info Mart extraction logic for Outbound Contact details. Previously, because existing high-water mark (HWM) records for GO_RECORD extraction were not updated, some data appeared to be delayed, and the transformation job indefinitely postponed transformation of Outbound Contact data. (ER# 287064250)

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

Genesys Info Mart now sends CAMPAIGN_GROUP_SESSION_FACT change notifications to the aggregation engine when it loads transactions to the CONTACT_ATTEMPT_FACT table, as well as when it loads transactions to the CAMPAIGN_GROUP_SESSION_FACT table. Previously, Genesys Info Mart sent CAMPAIGN_GROUP_SESSION_FACT change notifications only as part of loading CAMPAIGN_GROUP_SESSION_FACT tables; as a result, the aggregation engine might have excluded CONTACT_ATTEMPT_FACT records from CAMPAIGN aggregates. (ER# 286040231)

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)

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Supported Operating Systems

New in This Release

There are no restrictions for this release. Refer to the Deployment Procedure for this release to deploy the installation package within your environment.

Note: Genesys Info Mart release 8.1 requires Interaction Concentrator 8.0.000.35 or higher.

This is a hot fix for this product. This release contains no new features or functionality.

Corrections and Modifications

This release includes the following corrections and modifications:

The transformation job no longer fails when several sets of metrics that are related to the same campaign list are extracted in one step. Previously, the transformation job failed with one of the following exceptions:

• SQLSTATE=S0001; error code=512; DBError=CARDINALITY_VIOLATION_UNSPECIFIED; Subquery returned more than 1 value. This is not permitted when the subquery follows =, !=, <, <= , >, >= or when the subquery is used as an expression.
• 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.

Genesys Info Mart no longer logs some informational messages as warnings and sends them to Message Server. Previously, such incorrect handling of some informational messages could cause an unnecessary load on Message Server and the Log database. (ER# 286765182)

Job_TransformGIM now correctly identifies an IS_LINK as failed and ignores it when the IS_LINK is created with STATE=active on one site and STATE=failed on another site. Previously, such a link was considered to be dangling. (ER# 286637371)

Genesys Info Mart now successfully reconnects to Configuration Server in the following scenario:

1. The Genesys Info Mart connection to Configuration Server is lost.
2. Genesys Info Mart tries to reconnect while Configuration Server is processing configuration changes.

Previously in this scenario, after the initial unsuccessful attempt to connect to Configuration Server, Genesys Info Mart did not make any more tries to reestablish the connection. (ER# 285803395)

For scenarios in which an agent makes a single-step transfer of an internal call to another agent and that call is abandoned while ringing, Genesys Info Mart now correctly reports the technical result as CustomerAbandoned/AbandonedWhileRinging. Previously in such scenarios, Genesys Info Mart reported the technical result as Abandoned. (ER# 285636181)

Genesys Info Mart no longer writes Configuration Server passwords to its local log file in cases where DEBUG-level logging is enabled and a job is manually started using the Genesys Info Mart Administration Console. (ER# 285323294)

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 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 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 Oracle deployments, the transformation job is no longer at risk of failing during transformation of voice interactions because of errors such as the following:

-----------------------------
2011-10-13 21:53:48,098 WARN ecp-1-4 20049 Job step 'CORE_VOICE' failed java.lang.NegativeArraySizeException.com.genesyslab.gim.etl.exceptions.TaskExecutionException: java.lang.NegativeArraySizeException at com.genesyslab.gim.etl.exceptions.ExceptionHandlers.wrap(ExceptionHandlers.java:21)
     ....
Caused by:
java.lang.NegativeArraySizeException
     at oracle.jdbc.driver.T4CTTIdcb.receiveCommon(T4CTTIdcb.java:187)
     at oracle.jdbc.driver.T4CTTIdcb.receive(T4CTTIdcb.java:144)
......
     at com.genesyslab.gim.etl.util.jdbc.BatchUpdateWithKeyRange.executeSingleStatementAndGetKeys(BatchUpdateWithKeyRange.java:138)
     at com.genesyslab.gim.etl.util.jdbc.BatchUpdateWithKeyRange.addBatch(BatchUpdateWithKeyRange.java:83)
     at com.genesyslab.gim.etl.jobs.transform.TransformSmFacts$2.processState(TransformSmFacts.java:705)
-------------------

or

java.lang.OutOfMemoryError: Java heap space
     at oracle.jdbc.driver.T4CTTIdcb.receiveCommon(T4CTTIdcb.java:187)
     at oracle.jdbc.driver.T4CTTIdcb.receive(T4CTTIdcb.java:144)

---------------

Previously, because of an Oracle issue (bug #13354108), in rare scenarios the transformation job might encounter java.lang.NegativeArraySizeExceptions or java.lang.OutOfMemoryErrors that caused the job to fail. (ER# 284401701)

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 reports the resource role and CUSTOMER_* metrics in the following scenario:

1. A consultation call is made to an agent at a remote site.
2. The call is redirected to another agent at the remote site, who answers it.
3. The consultation call is merged into a conference located at the remote site.

Previously in such scenarios, Genesys Info Mart reported the role of the conferenced agent in the IRF table as RECEIVEDCONSULT instead of INCONFERENCE, and did not populate the CUSTOMER_* metrics at all. (ER# 283518727)

Genesys Info Mart no longer fails to extract data from primary tables in scenarios where there is NO_DATA in secondary tables (those that are derived from the primary tables), and some primary tables have their clocks set to a later time than the secondary tables. Previously, the lack of time synchronization meant that the NO_DATA result in the secondary tables set the high-water mark to a point later than some of the primary table data. (ER# 283488563)

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Supported Operating Systems

New in This Release

There are no restrictions for this release. Refer to the Deployment Procedure for this release to deploy the installation package within your environment.

Note: Genesys Info Mart release 8.1 requires Interaction Concentrator 8.0.000.35 or higher.

This section describes new features that were introduced in the initial 8.1 release of Genesys Info Mart. For more information about new or changed functionality, see the "New in This Release" section in the Genesys Info Mart 8.1 Deployment Guide. For more information about database schema changes, see the "New in This Release" section in the Genesys Info Mart 8.1 Reference Manual for your RDBMS.

• Numeric User Data — Genesys Info Mart supports numeric data types, in addition to character data types, for KVP values in user data fact tables. To enable processing and storing of KVP values as numeric data types, change the format for the required KVPs to numeric before you run the script that creates custom user data tables.
• Identifying Who Released the Call — For voice interactions from those T-Servers that support this feature, and provided that ICON has been configured to store the required information, Genesys Info Mart provides indication whether a particular handling resource (for example, agent or self-service IVR) initiated release of the call. A new field in the IRF table, STOP_ACTION, acts as a flag.
• Multimedia Workbin Enhancement — Genesys Info Mart supports reporting on placement of a multimedia interaction into an Interaction Workbin as hold.
  • populate-workbin-as-hold, a new option in the [gim-etl-populate] section, enables you to specify whether placement of an interaction into an Interaction Workbin by an Agent or Place resource is considered as hold or as mediation.
  • For workbin activity that is considered to be hold, various hold metrics are reported in the IRF table.

• Reporting on Initiated Conference for Multimedia Interactions — Genesys Info Mart reports Initiated Conference metrics for multimedia interactions. In the IRF table, the CONF_INIT_TALK_COUNT and CONF_INIT_TALK_DURATION fields are now populated for multimedia interactions as well as for voice interactions.
• Configuration Check Enhancements — As part of the configuration check, Genesys Info Mart verifies the following additional items:
• The options that control ETL frequency and the chunk size of extracted data are internally consistent.
• Based on the roles that are configured for the extraction database access points (DAPs), Genesys Info Mart is set up to extract Voice, Multimedia, and Outbound Contact details from separate Interaction Concentrator instances. This check minimizes the possibility of errors arising from deployment topologies that are not supported.
• Additional Outbound Contact Metrics — New fields in the CONTACT_ATTEMPT_FACT table report additional metrics for:
• Dialing—CPD_DIAL_COUNT, CPD_DIAL_DURATION_MS
• Call Progress Detection (CPD)—CPD_COUNT, CPD_DURATION_MS
• Transfers—CPD_TRANSFER_COUNT, CPD_TRANSFER_DURATION_MS
• Error Handling — Modifications to the error-policy configuration options and to the Info Mart database schema enhance the flexibility of Genesys Info Mart behavior when the transformation job encounters data inconsistencies.
• A new field, STATUS, in the INTERACTION_FACT table serves as an indicator of data quality. Depending on configuration, the STATUS field reports information about data inconsistencies that are encountered.
• The default value of most interaction-level error-policy-* options has been changed to resume.
• Increased Precision of Voice Agent States Reporting — The precision with which voice agent states are reported has been increased. Internal calculations of summarized agent states and state reasons are now made in milliseconds for the SM_RES_SESSION_FACT, SM_RES_STATE_FACT, and SM_RES_STATE_REASON_FACT tables. This improvement results in more accurate reporting of states and state reasons that occur within the same second for agents handling voice interactions.
• Miscellaneous Enhancements — Various internal enhancements improve Genesys Info Mart reliability, performance, and data quality. Software improvements that might result in observable behavioral changes include the following:
• If you set the ICON dest-busy-processing configuration option to true, Genesys Info Mart now reports a technical result of DESTINATIONBUSY in the IRF table when an agent dials a busy destination. Previously in these scenarios, Genesys Info Mart reported a technical result of CUSTOMERABANDONED.
• In scenarios involving a queuing resource that interacts with another mediation resource while an interaction is queued, Job_TransformGIM now identifies the parallel processing and represents it as a single IRF. Previously, this type of parallel processing was represented by multiple IRF records.
• Additional transformation logic protects Genesys Info Mart from being overwhelmed by strategies that cause excessive numbers of parties and virtual queues to be involved in a single interaction. For example, if a strategy keeps retrying busy agents every second, 1000 parties could be associated with the interaction within less than 10 minutes. When the transformation job detects these scenarios, it abbreviates the representation of unsuccessful routing attempts. New log events (message numbers 55-20120, 55-20121, or 55-20122) identify when excessive numbers of Party, Party History, or Virtual Queue records, respectively, trigger this behavior. You can set an alarm on these log events, to prompt you to investigate strategies that might be inappropriate for your deployment.

Corrections and Modifications

This release includes the following corrections and modifications that were made between Release 8.0 and the initial 8.1 release:

In deployments with Genesys SIP Server 8.x, the data source now provides the correct data that allows ICON and, subsequently, Genesys Info Mart to recognize inter-site routing. As a result, Genesys Info Mart now creates an IRF record for the targeted handling resource. Previously, an IRF record was incorrectly created for the routing point. (ER# 244844271)

Genesys Info Mart now correctly reports the role as RECEIVED for the MSF resource in a scenario in which a consultation call is completed as a transfer while the call is being queued in a virtual queue and is later cleared from the virtual queue . In previous releases, Genesys Info Mart reported the resource role as RECEIVEDCONSULT in such scenarios. (ER# 266981451)

In scenarios in which a call is routed to an unmonitored site and, for this reason, no information is available about whether the call was answered, Genesys Info Mart behaves as if the call was answered and reports the technical result of COMPLETED/UNSPECIFIED for the corresponding IRF record. Previously, Genesys Info Mart reported the technical result of ABANDONED. (ER# 267788236)

Job_MigrateGIM no longer fails in Oracle deployments because of the line separator that is used in migration scripts. Previously, if Genesys Info Mart Server was deployed on Windows, the migration job failed because the RDBMS did not process CRLF line separators in the update script. To resolve the issue, Genesys Info Mart now converts the line separator from CRLF to LF. (ER# 273517616)

Genesys Info Mart no longer restricts the length of character values that are specified for Genesys Info Mart configuration options. Previously, a limit of 255 characters was imposed, and this created an issue with specifying the value for the jdbc-url option in certain environments. (ER# 274547761)

Genesys Info Mart now correctly creates CONTACT_ATTEMPT_FACT records for all contact attempts in the following scenario:

1. A contact attempt is rescheduled. (For example, an agent dialed a busy number and then disconnected with a call_result of busy. A busy treatment reschedules the call.)
2. The extraction and transformation jobs run.
3. The rescheduled contact attempt is completed.

Previously, under these circumstances, Genesys Info Mart created a CONTACT_ATTEMPT_FACT record for the last contact attempt only.

(ER# 281251817)

Genesys Info Mart now attempts to reconnect to the Info Mart database if the database was not accessible when Genesys Info Mart started. Previously, Genesys Info Mart did not try to reconnect if the initial connection attempt failed during startup. (ER# 282623427)

Genesys Info Mart now properly closes stuck sessions and states in SM_* tables. Previously, Genesys Info Mart might fail to close stuck sessions that were created in a previous transformation cycle. (ER# 291659375)

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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)

The Genesys Info Mart 8.1 Database Size Estimator requires Excel 2007.

ICON Recommendations: The note in each release section (above) provides the absolute minimum Interaction Concentrator release required for Genesys Info Mart to work. However, the minimum Interaction Concentrator release is not sufficient to prevent significant data-quality or transformation issues. Genesys strongly recommends that you observe the following additional requirements:

• In all Genesys Info Mart 8.1 deployments, consider that the minimum required Interaction Concentrator release is 8.1.000.24, to enable functionality that improves the reliability of Configuration details reporting.
• In deployments that rely on extensive use of user data, if you use Interaction Concentrator 8.1.000.37 or higher, ensure that the ICON option cseq-adjustment is set to 2.
• Whenever you install or upgrade Interaction Concentrator, refer to the Genesys Info Mart 8.1 Deployment Guide, supplemented by this release note, for information about mandatory and recommended settings for selected ICON configuration options.

When link-msf-userdata=false, Genesys Info Mart might record user data for the MSF record created for voice calls that are abandoned or multimedia calls that are cleared. These unexpected user data records contain correct values. (GIM-8925)

In environments in which Genesys Info Mart and the ICON configured with role=cfg are not connected to the same Configuration Server or Configuration Server Proxy, Genesys Info Mart might generate an invalid error message about configuration data delay, as follows:

55-20110 Extract of the following data is delayed...

To verify whether this is a valid error message, check that configuration data in the Info Mart database is up to date:

1. Run the following SQL statement against the GC_* and GCX_* tables:

   select min(HWM) as MIN_HWM from (
     select TABLE_NAME, max(MAX_TIME) as HWM from CTL_EXTRACT_HWM where DATA_SOURCE_TYPE=4 group by TABLE_NAME
   ) T;
   

2. If you find that the data stored in the GC_* and GCX_* tables is recent, you can ignore the error message.

(GIM-9316)

In the following scenarios, Genesys Info Mart does not support configurations in which the names of Media Type Business Attributes, as defined in the Configuration Layer, differ only by case:

• The Info Mart database is deployed on Microsoft SQL Server.
• The Info Mart database is deployed on Oracle and case-insensitive settings are used for NLS_SORT and NLS_COMP.

(GIM-8560)

Under normal circumstances, the RES_PREVIOUS_SM_STATE_FACT_KEY value in the IRF table indicates the summarized state immediately prior to the start of the agent's involvement with the interaction. However, in some scenarios, the RES_PREVIOUS_SM_STATE_FACT_KEY value in the IRF record may indicate a later state. The state is selected based on time, so when a state begins and ends in the same millisecond that an IRF begins, the state may appear to be the correct RES_PREVIOUS_SM_STATE_FACT_KEY state (for example, when an agent is assigned an interaction in the same millisecond that the agent enters the Ready state.) However, such a state may actually not be the prior state, in scenarios where the duration of the IRF is also 0 milliseconds (for example, RES_PREVIOUS_SM_STATE_FACT_KEY may indicate the 0 duration Busy state that coincides with the IRF).

This scenario is more likely to occur if millisecond precision is not available, such as in data sourced from Interaction Server (Multimedia).

(GIM-8349)

In some Outbound Contact environments, Genesys Info Mart assigns to voice interactions an INTERACTION_SUBTYPE_CODE of UNSPECIFIED, rather than OUTBOUNDCONTACT. This can occur for preview and push preview campaigns where the agent requests a local Routing Point to initiate the outbound call. (ER# 324960048, GIM-7778)

In deployments where both voice and multimedia data are present, after the transformation job releases access to an ACW_IRF resource, it can encounter a race condition and might subsequently fail due to NullPointerException. (ER# 324959766, GIM-7777)

Genesys Info Mart releases 8.1.200.21 and 8.1.201.02 do not support the –DfilterUserData command-line option, which was introduced in release 8.1.101.07 to control whether Genesys Info Mart filters the user data that it extracts from IDB. (ER# 323089321)

Starting with release 8.1.201.01, transformation of user data might fail in Microsoft SQL Server deployments in scenarios where both of the following are true:

• The transformed user data includes an invalid value that cannot be stored in the user-data extension (UDE) fact table (for example, because it is too long for the column).
• The transformed user data includes a null value.

When this occurs, the transformation job fails with the following error:

Database error: Cannot insert the value NULL into column 'REASON', table 'GIM.dbo.STG_TRANSFORM_DISCARDS'; column does not allow nulls. INSERT fails.; CODE=515; SQLSTATE=23000; DBError=CONSTRAINT_VIOLATION_NOT_NULL_VIOLATION;

Workaround:

This problem occurs only in the specified scenario, and is the result of this particular combination of user-data values. If you encounter this problem, modify the STG_TRANSFORM_DISCARDS table so that the REASON column will accept null values. To do so, execute the following SQL statement:

alter table STG_TRANSFORM_DISCARDS alter column REASON varchar(255) null;

After migration to release 8.1.200.21 in an Oracle deployment with a partitioned Info Mart database, depending on when you ran the migration job in relation to the maintenance job, Genesys Info Mart might fail with a database error similar to the following error:

ORA-14400: inserted partition key does not map to any partition

Workaround: If you encounter an error because of unavailable partitions, execute the following SQL statements, then run the maintenance job from the Genesys Info Mart Administration Console:

begin execute immediate 'alter table CTL_AUDIT_LOG add PARTITION GIM__MAXVALUE VALUES LESS THAN(MAXVALUE)'; exception when others then if sqlcode in (-14074) then null; else raise; end if; end;

begin execute immediate 'alter table CTL_ETL_HISTORY add PARTITION GIM__MAXVALUE VALUES LESS THAN(MAXVALUE)'; exception when others then if sqlcode in (-14074) then null; else raise; end if; end;

(ER# 320520591)

The default value of the ud-io-parallelism configuration option is not suitable for Microsoft SQL Server deployments. Genesys strongly recommends that, in Microsoft SQL Server deployments, you set the value of this option to 1. Otherwise, the transformation job might get stuck because of a deadlock. (ER# 319657701)

The transformation job fails when the custom user-data dimension column is not of a sufficient length to accommodate the incoming user-data values. (ER# 318504936)

Starting with release 8.1.1, Genesys Info Mart might not form the JDBC URL correctly for connections to Oracle databases. As a result, Genesys Info Mart might be unable to connect to the Info Mart database or IDBs.

Workaround: Manually configure the jdbc-url option in the [gim-etl] section on the Options tab of all DAPs that Genesys Info Mart uses. For more information about configuring the jdbc-url option, see the chapter about configuring DAPs in the Genesys Info Mart 8.1 Deployment Guide.

Note: The Genesys Info Mart 8.1 Deployment Guide describes the jdbc-url option as applicable to non-JDBC DAPs only, but the option is supported on JDBC DAPs as well. (ER# 307205061)

In release 8.1.101.05, the transformation job does not populate the reason codes for e-mail and chat interactions in the SM_RES_STATE_REASON_FACT table. (ER# 306762841)

In Outbound Contact deployments on partitioned databases, when a preview record is not dialed or when GIDB_GOX_CHAIN_CALL for a contact attempt is missing for any other reason, Genesys Info Mart does not produce CONTACT_ATTEMPT_FACT records corresponding to this attempt. (ER# 319312889)

In outbound scenarios which use custom (or erroneous) call result codes, the transformation job fails due to an IllegalArgumentException exception.

Workaround: Use only standard call result codes. (ER# 307879552)

In release 8.1.101.04, the migration job does not populate the ANCHOR_FLAGS dimension. As a result, data might be incorrect or missing in some of the RAA tables. (ER# 304613134)

In Network call flows in which the call is pulled back to the Network switch while ringing at a handling resource, the IRF row for this resource might have a technical result of CustomerAbandoned instead of Redirected. (ER# 289411021)

Genesys Info Mart incorrectly reports the INTERACTION_FACT.TENANT_KEY value for the tenant of the original switch that receives a call instead of the value for the tenant of the agent that handles the call after it is routed to another switch.

Note: This known issue, which was originally fixed for release 8.1.002.08 only, is now corrected in 8.1.201.02 and later releases.

(ER# 319643073)

When the populate-workbin-as-hold option is set to true, Genesys Info Mart sets negative durations in some IRF columns for all active e-mails placed in personal workbins. As a result, Job_AggregateGIM fails. There is no workaround other than to manually clean negative values each time before starting the aggregation job. (ER# 297322191)

Genesys Info Mart does not use Database Links in Oracle when JDBC DAPs are configured. (ER# 284347817)

For multi-site call flows, the IRF_FIRST_UPDATE propagation rule does not report user-data values as described in the Genesys Info Mart documentation. The propagation rule specifies that Genesys Info Mart will store the first update to the KVP value for a KVP that was changed during the extended timespan of the IRF for a handling resource. For single-site call flows, the extended timespan starts from the time that the interaction started mediation to any handling resource, as described in the documentation. However, for multi-site call flows, the extended timespan starts from the time that the interaction started mediation on the switch to which the resource that is the subject of the IRF belongs. For example, if a call is routed from Switch1 to a Routing Point at Switch2, from where it is distributed to Agent1, only the time at Switch2 is considered to be the extended timespan of the IRF for Agent1. (ER# 301168719, GIM-1503)

In deployments that include multimedia and that provide less than 2 GB of RAM for Genesys Info Mart, the transformation job might fail because of an OutOfMemory exception during processing of active mediations, as a result of very large numbers of records in temporary and staging tables.

Workaround:

To recover from the job failure, although with data loss, execute the following queries, replacing the timestamp value 1320498000 with a timestamp that suits your particular circumstances:

• delete from GIDB_G_IR_MM ir
where ir.irid in
(
   select /*+HASH_SJ*/
   rootirid from GIDB_G_IR_MM b
   where created_ts>1320498000
   group by rootirid
   having count(*)>1000
)
and created_ts>1320498000;
• delete from STG_ACTIVE_IF ir
where ir.irid in
(
   select /*+HASH_SJ*/
   rootirid from GIDB_G_IR_MM b
   where created_ts>1320498000
   group by rootirid
   having count(*)>1000
)
and START_DATE_TIME_KEY>1320498000;

(ER# 288271702)

In environments using Outbound Contact, the Genesys Info Mart CONTACT_ATTEMPT_FACT table may not have the agent resource correctly populated. This occurs because the RESOURCE_KEY denotes which person has updated a chain via the desktop protocol (chain #2), but this is not necessarily the person who processed the call attempt (chain #1).

Workaround: Configure your desktop application to send the AgentId in the ChainProcessed event for chain #2 and use the proper completion event instead of Ready for chain #1. (ER# 286358816)

In some circumstances, the END_DATE_TIME_KEY may be set to 0 for active and terminated facts, and the END_TS may be set to NULL for active facts. (ER# 277751002)

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

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 IRF table. (ER# 250740207)

The IRF 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:

• To accept the invitation
• To reject the invitation
• To not respond to the invitation, which will become a Revoked invitation after a timeout configured in Interaction Server

The IRF 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 IRF 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)

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)

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

The Genesys Info Mart 8.1 Deployment Guide incorrectly states that the [gim-etl].network-switch configuration option on the Switch object must be set in order for Genesys Info Mart to identify that a switch is a network switch. In fact, Genesys Info Mart does not use this option, and it is not necessary to set it when deploying Genesys Info Mart. (GIM-10343)

The information in the Genesys Info Mart 8.1 documentation about ICON configuration requirements is inaccurate, as follows:

• calls-in-the-past=true and om-force-adata=true are mandatory only for Multimedia details, whereas the 8.1 documentation states that these settings are mandatory for all types of ICON details.
• vq-write-mode=0 is mandatory for Voice details and vq-write-mode=1 is mandatory for Multimedia details, whereas the documentation states that these settings are merely recommended.

The Genesys Info Mart Deployment Guide and Genesys Info Mart Reference Manual incorrectly state that the Genesys Info Mart ETL uses the value of the GSW_CALL_ATTEMPT_GUID user-data KVP to integrate call details—such as talk time, hold time, ACW time, and the first agent or IVR port—with the Outbound Contact details. The documents will be updated to clarify that the ETL itself does not integrate Voice and Outbound Contact details, but that downstream reporting applications can use the GSW_CALL_ATTEMPT_GUID value to integrate the data. (ER# 325028558)

The versions of the Genesys Info Mart 8.1 Deployment Guide published to support the 8.1.1 and 8.1.2 releases of Genesys Info Mart incorrectly state that the range of valid values for the user-event-data-timeout option is limited to 3600 (seconds). The valid values for user-event-data-timeout are 0 or any positive integer. (ER# 319568951)

A recommendation about configuring the isolation level for the Info Mart database in Microsoft SQL Server deployments will be added to the Genesys Info Mart Deployment Guide.

In Microsoft SQL Server deployments, the transformation job might record duplicate rows in Genesys Info Mart fact tables because of the inability of Microsoft SQL Server to finish rollback correctly when deadlock happens during execution of rollback.

To minimize locking contention, Genesys recommends that you configure your Info Mart database to use the READ COMMITTED isolation level, with the READ_COMMITTED_SNAPSHOT database option set to ON. To configure this database setting:

1. Stop Genesys Info Mart Server.
2. Verify that there are no sessions in the Info Mart database that were issued by Genesys Info Mart or, if applicable, aggregation.
3. Execute the following SQL statement:
   ALTER DATABASE <name_of_gim_db> set READ_COMMITTED_SNAPSHOT ON;
4. Restart Genesys Info Mart Server.

The Genesys Info Mart 8.1 documentation does not sufficiently highlight the fact that population of IRF.MEDIATION_SEGMENT_ID and IRF.MEDIATION_RESOURCE_KEY fields has changed between release 8.0 and release 8.1. In scenarios in which an IRF resource initiates a consultation interaction or replies to an offline interaction, these fields now contain mediation information that is propagated from the IRF that represents the resource receiving the interaction to the IRF that represents that resource initiating the consultation or reply. The IRF.MEDIATION_COUNT value equals 0 (zero) for the IRF with propagated mediation information in these fields. (ER# 305143754)

The Genesys Info Mart 8.x chapters in the Genesys Migration Guide contain incorrect information about the default value of the user-event-data-timeout option. In the section about changes to configuration options for Genesys Info Mart 8.x, the entry for the [gim-etl] user-event-data-timeout option incorrectly states that the default value was changed between release 8.1.0 and release 8.1.1. (ER# 303991783)

The Genesys Info Mart 8.1 Deployment Guide incorrectly states that the default value of the user-event-data-timeout option was changed between release 8.1.0 and release 8.1.1, from 1 hour to 5 minutes. The document will be corrected to indicate that the default value continues to be 1 hour. (ER# 303991781)

To enable linking between MSF activity and IRFs, Genesys Info Mart requires ICON to populate the G_ROUTE_RES_VQ_HIST table in IDB, for which, in turn, ICON requires the route-res-vqid-hist-enabled configuration option on the ICON Application object to be set to true. The description of the "Enhanced Information in MSFs and IRFs" feature in the "New in Release 8.1.1" section of the Genesys Info Mart 8.1 Deployment Guide will be updated to specify the ICON configuration requirement. (ER# 302359081)

In the Troubleshooting chapter in the Genesys Info Mart 8.1 Operations Guide, the "Disaster Recovery" section, by using the term disaster recovery, might be misconstrued as overstating the extent of Genesys Info Mart functionality in this area. The section will be modified to match usage in related material in the Topologies chapter in the Genesys Info Mart 8.1 Deployment Guide, in which the term disaster recovery has been replaced by standby Genesys Info Mart Server instance. (ER# 300792451)

In the description of the RESOURCE_ table, a note that lists fields that are not populated by Genesys Info Mart incorrectly includes SWITCH_NAME. Genesys Info Mart 8.1 does populate the SWITCH_NAME field. (ER# 296661821)

Genesys Info Mart 8.x requires that all the Interaction Databases (IDBs) from which Genesys Info Mart 8.x extracts data must have been populated only by ICONs that conform to Genesys Info Mart 8.x requirements. If you are adding Genesys Info Mart 8.x to an existing ICON deployment and you upgrade ICON or change ICON settings to meet Genesys Info Mart 8.x requirements, you must create new IDBs as part of the upgrade and start populating them only after all the mandatory settings have been updated. Otherwise, Genesys Info Mart 8.x will not be able to process data from IDB.

Note: All data that was previously collected in IDB before upgrade or change in ICON settings will not be processed by Genesys Info Mart 8.x.

The Genesys Info Mart 8.1 Deployment Guide, which clearly states the ICON configuration settings that Genesys Info Mart 8.x requires, will be updated to clarify the above. (ER# 292052944)

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Discontinued Support

This section documents features that are no longer supported in this software. This cumulative list is in release-number order with the most recently discontinued features at the top of the list. For more information on discontinued support for operating environments and databases, see Discontinued Support in the Genesys Supported Operating Environment Reference Guide.

Beginning with Genesys Info Mart release 8.1.4, support for MSSQL 2005 is discontinued.

Effective February 2014, support for Oracle 10g and Oracle 10g RAC is discontinued in all Genesys Info Mart releases.

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Internationalization

Information in this section is included for international customers.

There are no internationalization issues for this product.

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Additional Information

Additional information on Genesys Telecommunications Laboratories, Inc. is available on our Customer Care website. The following documentation also contains information about this software. Please consult the Genesys Info Mart 8.1 Deployment Guide first.

• Genesys Info Mart 8.1 Release Advisory provides important information that applies to the entire Genesys Info Mart release.

• Genesys Info Mart 8.1 Deployment Guide includes installation procedures for the Genesys Info Mart Manager, Genesys Info Mart Administration Console, and Genesys Info Mart and acquaints you with their functions, and with the function of Genesys Info Mart Manager.

• Genesys Info Mart 8.1 Operations Guide provides information about the Genesys Info Mart jobs. The jobs extract, transform, and load (ETL) data, maintain the Info Mart database, and migrate the database schema as required. The guide also explains how to use Genesys Info Mart Manager or the Genesys Info Mart Administration Console to monitor and administer the jobs.

• Genesys Info Mart 8.1 Reference Manual for your particular RDBMS acquaints you with the subject areas, tables, and fields that make up the Genesys Info Mart star schemas.

• The Genesys Info Mart 8.1 Business Continuity Deployment Guide provides information and procedures that are relevant to Genesys Info Mart deployment in an environment that requires support for Business Continuity. The Genesys Info Mart Business Continuity Deployment Guide is provided as web pages on the Genesys Documentation website.

• Genesys Info Mart 8.1 User's Guide provides examples of common voice and multimedia interactions.

• Genesys Info Mart 8.1 Database Size Estimator helps you estimate the size of your Info Mart database when you are planning your deployment. The estimator is a Microsoft Office Excel 2007 spreadsheet that is available from the Genesys Customer Care website.

• The Genesys Info Mart section of the Framework 8.1 Combined Log Events Help provides detailed information on the log events associated with Genesys Info Mart.

• Genesys Info Mart Database Compatibility Reference includes compatibility information for database tables and fields that existed in the Genesys Info Mart database schema in release 7.6. For existing Genesys Info Mart 7.6 customers who have built custom SQL queries for use with the Info Mart 7.6 database schema, this document provides guidelines for mapping the 7.6 database queries to work with an Info Mart 8.x database schema. The Genesys Info Mart Database Compatibility Reference is provided as web pages on the Genesys Documentation website.

Product documentation is provided on the Customer Care website, the Genesys Documentation website, and the Documentation Library DVD (produced monthly).

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

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