Release Note

Contents

Introduction

This release note applies to all 5.3 releases of the Gplus Adapter for IEX WFM.

• 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 on any third-party software used in this product, see the Read Me. Please contact your technical support representative if you have any questions.

Supported Operating Systems

New in This Release

There are no restrictions for this release. This release contains no new features or functionality.

Corrections and Modifications

This release includes the following modification:

The agent RTA states are initialized immediately when an RTA stream is enabled rather than updating as agent state changes occur. (WFM-1865)

The write exception thrown while generating the recovery logs no longer terminates the Adapter startup. (WFM-1863)

Top of Page

Supported Operating Systems

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 modifications:

The Adapter now uses multiple registration requests to the InteractionServer to keep the number of Places listed in each to a limit of 50K. This enables more than 64K Places to be registered with the Interaction Server. (WFM-1857)

Backlog expired and backlog statistics now report properly for non-email interactions. (WFM-1840)

Changed how NotReady reason codes are selected to make it more deterministic. (WFM-1835)

Added more associations for EventPartyRemoved in PushPreview campaigns between the voice calls and the outbound records. (WFM-1820)

Top of Page

Supported Operating Systems

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 modifications:

Fixed error where a DN, Place or Agent(Person) in an "excluded" group would still be included if it was also the member of an "included" group. (WFM-1820)

Top of Page

Supported Operating Systems

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 modifications:

The adapter now handles the scenario where an iWD workitem is routed to and accepted by an Agent that is NotReady for iWD workitems. The EventPartyAdded and EventPartyRemoved events associated with the agent activity are ignored. (WFM-1806)

Fixed regression bug where the ConnID and InteractonID were not logged correctly by the PlaceListenerLogger and the QueueListenerLogger. (WFM-1805)

Top of Page

Supported Operating Systems

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 modifications:

Fixed a bug where an exception generated while parsing the recovery log at startup would prevent the Adapter from starting. (WFM-1802)

Fixed a bug where a duplicate login event could result in changes to the SignIn time in the Agent SignIn-SignOut report. (WFM-1800)

Top of Page

Supported Operating Systems

New in This Release

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

An Option has been added to the event.properties Section to identify a queued event attribute that contains the service threshold time for the queued interaction:

• event.properties/serviceDate.determiner = eventAttribute: < attribute name >

The attribute is a date/time combination that indicates the time that interaction must be serviced by to meet the Service Level expectations. The attribute string must be in the following format and the time is assumed to GMT rather than the local time:

• Format - "YYYY-MM-DDThh:mm:ssZ"
• Example - "2014-03-31T09:30:00Z"

If the Option is not specified or the determiner identifies an attribute that is not present in the queued event, then the Adapter will use the service level threshold specified for the queue or if that is not set, the default service level threshold for the routed interaction's media type.

Corrections and Modifications

This release includes the following modifications:

Added a new option, event.properties/serviceDate.determiner that identifies the attribute in a queued event to be used as the serviced time for Service Level calculations. (WFM-1799)

Fixed bugs with associations between media created by using options in the media: <media name> Option Section. (WFM-1795)

Top of Page

Supported Operating Systems

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 modifications:

Fixed bug where the GSW_CALL_RESULT attribute was set in an unexpected UserEvent type. (WFM-1798)

Fixed bug where an integer disposition code for outbound calls caused a parsing exception. (WFM-1796)

Top of Page

Supported Operating Systems

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 modification:

Fixed bug where targetGroup filtering was blocking record notifications. (WFM-1793)

Fixed bug where removal of internal tasks was causing a ConcurrentModificationException to be logged. (WFM-1792)

Top of Page

Supported Operating Systems

New in This Release

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

An Option has been added to the outbound Section to indicate a DN other than a Routing Point that will be used for dialing Outbound Progressive or Predictive calls:

• outbound/dialingDN = DN number

Corrections and Modifications

This release includes the following modifications:

Fixed bug where interactions routed from a workbin rather than pulled were not being counted as routed interactions. (WFM-1787)

The adapter can now track Predictive or Progressive Outbound campaign calls that are dialed from a DN other than a Routing Point with the addition of the outbound/dialingDN Option. (WFM-1786)

Top of Page

Supported Operating Systems

New in This Release

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

An Option has been added to enable the logging of the low level PSDK events. This logging is verbose and should only be enabled for testing purposes:

• testing/genesysLogging = true
• The default value is false.

Corrections and Modifications

This release includes the following modifications:

Fixed bug where an event of an unused type would cause the Adapter to throw an exception. Adapter now logs a warning. (WFM-1783)

Fixed bug where the Message Server dbid and name were included in the Alarm message rather than the Adapter's. (WFM-1782)

The Platform SDK library used by the Adapter was updated to Version 8.1.300.50 to include the connection improvements added to the SDK (WFM-1781)

Logging of the Platform SDK low level events can now be enabled. (WFM-1780)

The JCraft SFTP library was updated to Version 0.150 as the new version has bug fixes and adds support for PuTTY private keys and additional encryption types. (WFM-1779)

Top of Page

Supported Operating Systems

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 modifications:

Fixed bug where the Adapter application did not actually stop when an exception was thrown during startup. (WFM-1775)

Fixed bug where the TransferConnID event attribute was not used to associate a transfer or conference call back to the original call when the call was initially routed to a non-monitored DN. (WFM-1774)

Fixed bug where unexpected authentication methods from an SFTP server can cause the transfer thread to loop indefinitely and block report generation. Only public key and password authentication is allowed. (WFM-1773)

Top of Page

Supported Operating Systems

New in This Release

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

An Option has been added to the Gplus Adapter configuration to allow the Adapter to ignore an Abandoned event generated when a call is pulled back from an agent's DN in a RONA (Re-Route On No Answer) scenario:

• event.properties/ignoreAbandonOnRinging = true to enable.


• The default value is false.
• All Abandons on Ringing are ignored including legitimate Abandons where the customer releases the call.

Corrections and Modifications

This release includes the following modification:

Added functionality and a new Option (event.properties/ignoreAbandonOnRinging). (WFM-1765)

Top of Page

Supported Operating Systems

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 error where the Adapter would not recognize an EventError as a response to an Unregister DN request and continue to make requests. (WFM-1767)

The errors in the svcinstall.bat.example file have been corrected. (WFM-1685)

Top of Page

Supported Operating Systems

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 error where the application/countUnattachedACW = 'false' Option was ignored when an EventAgentNotReady with an ACW (3) workmode attribute was received while the reasonCodeMappings/<null> = 'state=ACW' Option was set. (WFM-1762)

Fixed error where the pending registration requests to a Genesys server (Configuration Server, TServer etc.) were not cleared on the Adapter if the server connection dropped while the requests were still pending. (WFM-1761)

Top of Page

Supported Operating Systems

New in This Release

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

• Support for Outbound Campaigns has been improved.

• Disabled configuration objects are no longer requested which reduces the number of objects sent from the Configuration Server.

Corrections and Modifications

This release includes the following corrections and modifications:

Outbound Campaign records are now tracked after the call ends for Predictive and Progressive campaigns. (WFM-1743)

Fixed error where clearing an active ftp alarm would cause a NullPointerException. (WFM-1748)

Fixed error where an open Preview record while in NotReady had the agent's time counted as both wrap time and NotReady time. (WFM-1749)

The memory used by the Adapter is now logged every 5 minutes. (WFM-1750)

The TServer/SIPServer connection parameters now include the Adapter applicaton name so that the Adapter is identified correctly in the TServer logs. (WFM-1752)

The JavaService wrapper for Windows installations has been replaced with the Apache commons™ daemon™ wrapper and the svcinstall.bat script was updated. (WFM-1755)

The state field parser for the ReasonCode mapping section now ignores case. (WFM-1756)

The Config Server queries no longer include disabled objects. (WFM-1757)

Top of Page

Known Issues and Recommendations

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

The Gplus Adapter does not support Predictive with Seizing Outbound Campaigns.

Streams do not support individual Time Zones for each Stream. The application/timeZone Option applies to all of the configured Streams

Top of Page

Discontinued Support

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

There are no discontinued features for this release.

Top of Page

Internationalization

Information in this section is included for international customers.

There are no known internationalization issues for this product.

Top of Page

Additional Information

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

• Genesys Gplus Adapter for IEX WFM Installation and Configuration Guide contains detailed reference information for the Gplus Adapter for IEX WFM including configuration options and specific functionality.

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

Top of Page