Release Note

Gplus Adapter for Aspect WFM

5.0.x

Genesys Telecommunications Laboratories, Inc. © 2011–2012

Contents

Introduction

Release Number AIX HP-UX Linux Solaris Tru64 UNIX Windows
5.0.011.00 [04/13/12] – Hot Fix     X X   X
5.0.010.00 [04/12/12] – Hot Fix     X X   X
5.0.009.00 [03/26/12] – Hot Fix     X X   X
5.0.007.00 [12/09/11] – Hot Fix     X X   X
5.0.006.00 [11/24/11] – Hot Fix     X X   X
5.0.005.00 [11/11/11] – Hot Fix     X X   X
5.0.004.00 [11/04/11] – Hot Fix     X X   X
5.0.003.00 [10/12/11] – Hot Fix     X X   X
5.0.002.00 [08/25/11] – Hot Fix     X X   X
5.0.001.00 [08/24/11] – General     X X   X

Link to 4.5 Product Release Note (Cumulative)
Known Issues and Recommendations
Discontinued Support
Internationalization
Additional Information


Introduction

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is no longer an affiliate of Alcatel-Lucent; any indication of such affiliation within Genesys products or packaging is no longer applicable.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

This release note applies to all 5.0 releases of the Gplus Adapter for Aspect WFM.

Use of Third-Party Software

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


Release Number 5.0.011.00 [04/13/12] – Hot Fix

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

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

New in This Release

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

Corrections and Modifications

This release includes the following corrections and modifications:


Fixed bug where parsing the EventMask attribute generated an error that stopped the event logging for the regular logs and the recovery logs. (WFM-1662)


The use of either eventAttribute: ThisQueue or eventAttribute: interactionProperties.interactionQueue in the event.properties/interactionTarget.determiner Option for email and chat or the media:<name>/targetProperty Option for iWD/OpenMedia will result in the correct queued event attribute being used for either a VirtualQueue or InteractionQueue.

This allows InteractionQueues and VirtualQueues to be monitored at the same time while specifying one target determiner. (WFM-1661)


Fixed bug where nothing was reported in the position field of an RTA message if the agent was logged into an extension (DNType = DN). The extension number will now be used if there is no position associated with the agent. (WFM-1660)


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Release Number 5.0.010.00 [04/12/12] – Hot Fix

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

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

New in This Release

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

Corrections and Modifications

This release includes the following corrections and modifications:


Fixed bug where a NullPointerException could be thrown in the PendingRequestManager when a TServer connection was lost. (WFM-1656)


Fixed bug where Config Server message parsing generated a NullPointerException. (WFM-1657)


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Release Number 5.0.009.00 [03/26/12] – Hot Fix

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

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

New in This Release

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

Corrections and Modifications

This release includes the following correction and modification:


ITEM (WFM-1650)

Improved the tracking of calls through ConnIDs for Transfers and Conferences to prevent lost calls.

Removed the application/useOriginalConnID option.


ITEM (WFM-1610)

Fixed bug where custom properties could not be used.


ITEM (WFM-1548)

Fixed bug where integer logout reasons caused an exception.


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Release Number 5.0.007.00 [12/09/11] – Hot Fix

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

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

New in This Release

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

Corrections and Modifications

This release includes the following correction and modification:


ITEM (WFM-1605)

Changed the DN registration behavior by removing the limit on the number of retry attempts and setting the retry interval to 60 seconds.


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Release Number 5.0.006.00 [11/24/11] – Hot Fix

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

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

New in This Release

This is a hot fix for this product. This release contains the following new feature:

Corrections and Modifications

This release contains no correction and modifications other than the new feature documented above.

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Release Number 5.0.005.00 [11/11/11] – Hot Fix

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

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

New in This Release

This is a hot fix for this product. This release contains the following new feature:

Corrections and Modifications

This release includes the following correction and modification:

ITEM (WFM-1570)

Fixed bug with the Recovery logs where the Configuration Layer dump was not being included at the start of the day's log file.


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Release Number 5.0.004.00 [11/04/11] – Hot Fix

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

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

New in This Release

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

Corrections and Modifications

This release includes the following correction and modification:


ITEM (WFM-1562)

Updated Platform SDK to Version 8.0.200.14 to include the addp fix contained in the 8.0.200.13 release.


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Release Number 5.0.003.00 [10/12/11] – Hot Fix

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

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

New in This Release

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

Corrections and Modifications

This release includes the following correction and modification:


ITEM (GEN-416, WFM-1548)

Fixed bug where NotReady Reason Code of an Integer type was not recognized.


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Release Number 5.0.002.00 [08/25/11] – Hot Fix

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

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

New in This Release

This is a hot fix for this product. This release contains the following new features or functionality:

Corrections and Modifications

This release includes the following corrections and modifications:


ITEM (GEN-388, WFM-1495)

Fixed bug where only one registration attempt was made for DNs on the T-Servers. Adapter will make 10 attempts before stopping.


ITEM (WFM-1502)

Fixed bug where unsupported media types were tracked for Agent's Ready state.


ITEM (WFM-1517)

Fixed bug where the application/inheritFromApp option was disabled.


ITEM (GEN-426, WFM-1530)

Fixed bug where logging in PendingRequestManager could generate an exception.


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Release Number 5.0.001.00 [08/24/11] – General

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

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

New in This Release

There are no restrictions for this release. This release contains the following new feature or functionality.

Corrections and Modifications

This release includes the following corrections and modifications:


ITEM (WFM-1406)

The start of Login time and Ready time for an agent are set to the time that the EventPlaceAgentState is received from the Interaction Server rather than the values contained in the event.


ITEM (WFM-1366)

When mapping Options are added to the reasonCodeMappings section for Not Ready Reasons, the mappings are automatically applied to the Reason produced by the reason.notReady.determiner. A special determiner class is no longer required to use the mapping list.


ITEM (WFM-1339)

Fixed bug where reported outbound calls were not being truncated when the agent went NotReady while still on the call.


ITEM (WFM-1338)

A SIT/SOT session is created if an agent receives a routed call immediately after login but prior to going Ready.


ITEM (WFM-1334)

Fixed bug where an agent?s time on a routed call was not counted against a queue?s APS metric if the agent was NotReady.


ITEM (WFM-1331)

Fixed bug that created an open ended ready session if Pending ACW was started with a Reason attached.


ITEM (WFM-1330)

Fixed bug where Ready time while on a non-routed call was counted in the PIP metric.


ITEM (WFM-1329)

An agent?s position DN is always used for RTA messages even if the call activity is on the extension (example Nortel switch).


ITEM (WFM-1314)

Fixed bug where a routed call was allocated to Unknown Target if the target could not be determined from the event information.


ITEM (WFM-1311)

Fixed bug where not ready time was not counted when an agent was on a non-routed call.


ITEM (WFM-1310)

Fixed bug where ready time was counted when an agent went from ACW to Ready while on a non-routed call.


ITEM (WFM-1306)

Modified RTA state handling so that DND is always reported as an Unavailable state.

When multiple RTA states have the same priority, the state associated with the most recent interaction (voice or email) is reported.

Fixed bug where the RTA state was not updating for a Conference that changed state while the Conference was on Hold.


ITEM (WFM-1242)

Fixed bug where report generation was occurring at start up rather than after the first full interval.


ITEM (WFM-1138)

When a Site name is changed in a Place Group configuration, an agent remains in the "old" site until they log out and log in.


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Known Issues and Recommendations

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


When changing the reported name of a queue by using the shortName field in the Annex Data for a Virtual Queue, the name change will not take affect for the interactions (voice calls or emails) that are already contained in the VQ. Interactions queued for the first time after the name change will be counted against the new queue name.

Found In: 5.0.001.00 Fixed In: 

Removing either a Person?s first name or last name from their configuration object will not be reflected in the event logs or the Data Group logs until the agent associated with that Person object has logged out and logged back in. Changing either of the name fields will be immediately indicated by the Adapter; it is only when the name fields are left blank that the update is delayed.

Found In: 5.0.001.00 Fixed In: 

Preview and Push Preview Outbound Campaign Calls.

Tracking of an ongoing Preview Record is terminated for the original agent when the call associated with that record is transferred to another agent. Any ACW time that would usually be associated with the open record after the transfer will not be counted for the original agent.

Found In: 5.0.001.00 Fixed In: 

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Discontinued Support

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


The following configuration options are no longer used:

Discontinued As Of: 5.0.001.00

The following configuration option has been deprecated:

Discontinued As Of: 5.0.001.00

The following configuration option has been removed:

Discontinued As Of: 5.0.009.00

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Internationalization

Information in this section is included for international customers.


There are no known internationalization issues for this product.


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Additional Information

Additional information on Genesys Telecommunications Laboratories, Inc. is available on our Technical Support website. The following documentation also contains information about this software.

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

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

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