The following information applies to Gplus Adapter for Aspect WFM (the Adapter) 6.2 software and is important for you to note:
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The 6.2 Adapter version includes support for the Aspect 8.1 report specification that is a significant change from the previous report formats as well as a significant change in the way that the statistics are calculated. Previous Adapter versions had incremented the Handled count when the call was first answered and the handle time was associated with the reporting interval that it occurred in. This is no longer the case with the Aspect 8.1 specification. The Handled count is incremented in the interval that encompasses the end of the call and all of the call's handle time is reported against that interval. The reported statistics for the same call activity will be different for the new 6.2 version configured to support the Aspect 8.1 specification if compared against the numbers generated by previous versions.
A new Option, ignoreCampaignConsults, has been added to the outbound Option section of the Adapter configuration.
This Option configures how the Adapter will allocate a consult call originating from an outbound Campaign call. The Adapter's default behavior is to apply the event.properties/campaignTarget.determiner before the event.properties/callType.determiner when the outbound Option section is enabled. Consult calls originating from a held Campaign call will be associated with the outbound Campaign if the consult call has inherited the UserData attributes from the original call even if that consult call has been routed through a monitored queue.
Adding and setting this new Option to true removes the campaignTarget.determiner from the list of determiners that will be applied to the consult call when it is queued in a monitored queue. The consult call will be allocated to the target determined by the application of the event.properties/callType.determiner.
The addp settings for the Configuration Server connection have changed with Release 6.2.001 of the Adapter. Leaving the
addpTraceMode property in the GPlusWFM.properties file set to one of the previous names will result in the
trace mode not being set. The table below shows the four possible settings for the property with the two different versions of
the names. It is recommended that the trace mode be set to Both to ensure that the connection is maintained.
| addp Trace Mode | Previous name | 6.2 name |
|---|---|---|
| None | off | None |
| Local | local | Local |
| Remote | remote | Remote |
| Trace on Both Sides | full | Both |
Genesys does not recommend installation of its components via a Microsoft Remote Desktop connection. The installation should be performed locally.