Release Advisory

Gplus Adapter for IEX WFM

5.4.x

Genesys Telecommunications Laboratories, Inc. © 2014

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no longer an affiliate of Alcatel-Lucent; any indication of such affiliation within Genesys products or packaging is no longer applicable.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

Link to 5.3.x Product Release Advisory

The following information applies to Gplus Adapter for IEX WFM (the Adapter) 5.4 software and is important for you to note:




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 Read Me. Please contact your Customer Care representative if you have any questions.




Terminating "stuck" Interactions

A new Option, maxInteractionTime has been added to the different media Option sections in Version 5.4.003.00 :

This option sets the maximum amount of time that the Adapter will retain an interaction session in the internal data tables. There are two types of interaction sessions:

If a TServer, SIPServer or InteractionServer connection is lost without the Adapter being notified, it is possible that the events that indicate the end of an interaction session eg. EventReleased, EventPartyRemoved, EventAgentReady are not received and the session remains open. This situation should not arise if the server connections have been properly configured with the addp protocol but examples of "stuck" interaction sessions have been noted. These interaction sessions will remain "stuck" until an agent logs in or logs out of the Place so the sessions will eventually be terminated as the result of normal activity in the call center. What the new Option provides is a guaranteed maximum duration that an interaction session will remain open.

It is recommended that the Option be set only if "stuck" interaction sessions are significant. The duration applies to actively handled interactions as well as those missing the terminating events so there is always the possibility of terminating a long running interaction session. For this reason, it is also recommended that the Option be set to twice the media's expected longest interaction duration. Obviously, the duration for emails will be significantly longer than that of inbound voice calls. It should be noted that the duration also applies to the wrap sessions that follow the handling sessions and an overly long wrap session will also be terminated if the duration exceeds the configured time.

The Option value uses the Threshold Time Format detailed in the installation document. The duration can be set to as long as 31 days or as short as 0 seconds. A setting of 0 seconds would terminate all interactions immediately and should be avoided. The Option should be left not set unless absolutely required so as to avoid inadvertently terminating active sessions.




Genesys does not recommend installation of its components via a Microsoft Remote Desktop connection. The installation should be performed locally.




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