Release Note

Gplus Adapter for Microsoft Dynamics CRM

7.6.x

Genesys Telecommunications Laboratories, Inc. © 2008–2012

Contents

Introduction


Release Number

AIX

HP-UX

Linux

Solaris

Tru64 UNIX

Windows

7.6.104.02 [06/27/12] – Hot Fix

 

 

 

 

 

X

7.6.104.01 [01/06/12] – General

 

 

 

 

 

X

7.6.103.00 [01/06/12] – General

 

 

 

 

 

X

7.6.100.01 [06/11/09] – General

 

 

 

 

 

X

7.6.001.07 [04/02/09] - Hot Fix

 

 

 

 

 

X

7.6.001.05 [03/31/09] – General

 

 

 

 

 

X

7.6.001.03 [01/07/09] – General

 

 

 

 

 

X

7.6.001.00 [12/01/08] – General

 

 

 

 

 

X

7.6.000.00 [09/22/08] – General

 

 

 

 

 

X


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no longer an affiliate of Alcatel-Lucent; any indication of such affiliation within Genesys products or packaging is no longer applicable.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

This release note applies to all 7.6 releases of Gplus Adapter for Microsoft Dynamics CRM.

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 third-party software used in this product, see the Read Me. Please contact your Customer Care representative if you have any questions.


Release Number 7.6.104.02 [06/27/12] – 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

There are no restrictions for this release. There are no new features introduced with the 7.6.104.02 release of the Gplus Adapter for Microsoft Dynamics CRM.

Corrections and Modifications

This release includes the following corrections or modifications.


Updated the Genesys PSDK to version 7.6.201.08. This update corrects an issue where a race condition on internal queue growth could lead to a full queue and Gplus Adapter application lockup. (EOS-2334)


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Release Number 7.6.104.01 [01/06/12] – 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 section describes features included in the 7.6.104.01 release of the Gplus Adapter for Microsoft Dynamics CRM.

Note: Version 7.6.104.01 was first released as a hot fix on 06/29/11.

Corrections and Modifications

This release includes the following corrections or modifications.


Corrected error that redirected focus to main client window when using the click-to-dial feature. (EOS-1829)


Corrected error that surfaced when all possible outbound actions were removed from the custom data panel. (EOS-1831)


Renamed the executables for the Gplus Adapter and Queue Monitor. (EOS-1879)


Corrected a Javascript error thrown when creating new email when logged into CRM only, not the Gplus Adapter. (EOS-1882)


Gplus Adapter can now be deployed in a multi-tenant environment (EOS-1909).  Refer to the Known Issues and Recommendations section for more information.


Made changes to screen focus to improve screen focus on click-to-dial scenarios. (EOS-1911)


Corrected an issue where OCS returns with "invalid time format" error when trying to reschedule a record. (EOS-1914)


Corrected an issue where performing a Transfer, Conference or Consult in a popped window causes focus to return to the main CRM window. (EOS-1917)


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Release Number 7.6.103.00 [01/06/12] – 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 section describes new features for this 7.6.103.00 release of the Gplus Adapter for Microsoft Dynamics CRM.

Corrections and Modifications

This release includes the following corrections or modifications.


Corrected issue with the Single Sign-on process that disregarded the username parameter during initialization. (EOS-454)


Added a configuration option to specify the dial action when an active call is on the DN. (EOS-493)


Added support for CME option agent_preview_mode_start, when the option has a value of false.  (EOS-543)


Corrected issue with required CME fields that have a value of zero. (EOS-568)


Improved error handling of disconnection messages received from the Interaction Server. (EOS-597)


Improved transfer and conference scenarios involving Outbound records. (EOS-609)


Fixed issue wherein a user is unable to sign into the Interaction Server following a forced disconnect initiated by another user.  (EOS-620)


Upgraded SDK  version to 7.6.201. (EOS-598)


Improved Dial InitializeInteraction process to wait for initial event to ensure correct softphone behavior. (EOS-663)


Corrected Invalid Protocol error with the Interaction Server that was caused by issuing a not ready request without a specified reason. (EOS-193)


Corrected model CRM dialog box problem that prevented the display of the interaction in the client. (EOS-391)


Implemented maximum time option to prevent ScheduledInvoker exception. (EOS-574)


Improved error handling for Push Preview records that prevented the records from being properly released and marked as completed. (EOS-659)


Corrected problem with Personal Callback option that resulted in the option always being displayed as the default option. (EOS-667)


Corrected Access is Denied error that appeared when trying to launch a MS CRM entity. (EOS-1002)


Fixed problem with crm-lookup-entities option that caused an error if multiple option section were configured for use. (EOS-1068)


Corrected memory leak related to the agent group registry. (EOS-1109)


Deprecated use of CrmAuthenticationToken to identify user at sign-in as it lead to errors when user belonged to multiple CRM organizations. Adapter now utilizes the domain name to identify user. (EOS-1149)


Changed authentication process to pass authentication responsibilities to Genesys rather than having the Adapter authenticate the user. (EOS-1151)


Corrected problem in screenpop-url section that resulted in each configured screen pop being displayed in the same browser window. (EOS-1431)


Modified Adapter behavior to forward any user input in a transfer, consult or conference scenario of an outbound record. (EOS-1584)


Corrected problem with drop down lists that prevented the Adapter from presetting the selected value if the value was of type integer.  (EOS-1628)


Fixed problem with dialing Outbound Preview records wherein the dialed number was not prefixed with the value specified in the option outbound-prefix. (EOS-1631)


Corrected error that prevented copying sign-in credentials when using Firefox. (EOS-1438)


Corrected error that prevented the display of a Preview record when an associated outbound field contained a configuration error. (EOS-1738)


A softphone button selection or a drop down selection would clear the selected outbound action. (EOS-1753)


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Release Number 7.6.100.01 [06/11/09] – 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 section describes new features for this 7.6.100.01 release of the Gplus Adapter for Microsoft Dynamics CRM.

§         Outbound media support for Preview, Push Preview, Predictive and Progressive campaign modes.

§         Administrative options to configure outbound functionality on a per campaign basis (e.g. custom data)

§         Program creation of any valid CRM Entity form as part of handling an outbound record.

Corrections and Modifications

This release includes the following corrections or modifications.


Modified Adapter client to ensure softphone controls remain part of a CRM entity screen pop after a Microsoft CRM workflow has been executed. (EOS-165)


Client no longer requires a refresh to receive changed option information. All options take effect with the next sign-in process. (EOS-152)


Modified softphone controls to prevent the duplicate submission of softphone requests. (EOS-164)


Addressed potential server-side memory leak (EOS-209)


Corrected intermittent "Could not send message because the connection 'Config-Server' is not open'" error message when the connection was open. (EOS-227)


Addressed missing OtherDn and/or ANI event data for specific interactions (EOS-252)


Validate call type option to display error message when option value is invalid. (EOS-216)


Fixed Internet Explorer 8.0 issue that results in the error message ‘The username or password is incorrect’ when the user does not have a password. (EOS-380)


Fixed rendering issue caused by the tabs overflowing the interaction toolbar. (EOS-292)


Moved agent status bar to top of the CRM window to minimize additional space requirements for toolbar tabs (EOS-289)


Added search capabilities to speed-dial list. (EOS-277)


Voice interaction tabs added to main CRM window to allow users immediate access to softphone controls and additional call information.  (EOS-297)


Fixed issue whereby menu and/or dialog items did not close with the addition of a new interaction tab. (EOS-174)


Prevented auto-answer, auto-accept, and auto-complete actions when the client connection is unavailable. (EOS-185)


Fixed issue with the ConfigServer connection during the initialization of the Adapter. The issue caused the error message ConnectionClosedException on any subsequent attempts to start the Adapter. (EOS-138)


Corrected error related to *.Unknown call type values specified for the Adapter options ‘create-call-types’ and ‘pop-call-types’. Unknown call types were incorrectly interpreted as ‘None’. (EOS-215)


Corrected unexpected screen pops on agent login for existing interactions. (EOS-321)


Fixed potential timing conditions that resulted in unexpected Adapter behavior. (EOS-351, EOS-309)


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Release Number 7.6.001.07 [04/02/09] – 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. There are no new features introduced with the 7.6.001.07 release of the Gplus Adapter for Microsoft Dynamics CRM.

Corrections and Modifications

This release includes the following corrections or modifications.


The Adapter has implemented a code change to prevent screen pops before client session was fully initialized. (EOS-263)


The Adapter has corrected a problem with not ready state changes on Alcatel A4400 switch to allow agents to properly move from one not ready state into another not ready state.  (EOS-226)


Improved error message to notify agents that browser pop-up blocker feature is preventing Adapter screen pops. (EOS-270)


The Adapter corrected a transfer issue that caused ‘# is not a valid status code for state code PhoneCallState.Open error message. (EOS-259)


The Adapter has corrected a problem whereby a ‘Permission Denied’ error was appearing after the softphone window was already closed. (EOS-274)


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Release Number 7.6.001.05 [03/31/09] – 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 section describes new features for this 7.6.001.05 release of the Gplus Adapter for Microsoft Dynamics CRM.

 

 

Corrections and Modifications

This release includes the following corrections or modifications.


The Adapter now provides support for Microsoft CRM Application Mode. (EOS-231)


The Adapter has changed the dial filter to filter invalid characters from "Click to Dial" requests. (EOS-223)


The Adapter has implemented a code change to ensure that the reason code is properly reflected on the Alcatel A4400 switch when moving from one "not ready" state to another "not ready" state. (EOS-226)


This release has optimized "Click to Dial" rendering for screen pops. (EOS-229)


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Release Number 7.6.001.03 [01/07/09] – 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 section describes new features for this 7.6.001.03 release of the Gplus Adapter for Microsoft Dynamics CRM.

 

Corrections and Modifications

This release includes the following correction or modification.


Ensure AIL options are properly updated if all options have been deleted in the CME (EOS-205)


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Release Number 7.6.001.00 [12/01/08] – 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 section describes new features for this 7.6.001.00 release of the Gplus Adapter for Microsoft Dynamics CRM.

 

 

 

 

Corrections and Modifications

This release includes the following corrections or modifications.


Agents can move from one not ready state to another not ready state without the need to return to a ready state between the two not ready requests.


Inclusion of speed dial capabilities on the Make Call option. (EOS-65)


Display state bar as grey when agent not logged into Genesys. (EOS-62)


Accept spacing in not ready reason code names. (EOS-99)


When T-Server is running, but Interaction Server is disconnected, logging out of a place leaves agent logged into open-media. (EOS-131)


Prevent potential double submission of dialog input button when using navigation tabs. (EOS-164)


Include general\screenpop window feature settings in all scheduled screen pops. (EOS-170)


Implement workaround for Genesys Alcatel 4400/OXE T-Server recovery issue. (ER# 31665149) (EOS-179)


Introduce configuration option to move interactions back to the routing queue on an Interaction Server failure (EOS-68)


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Release Number 7.6.000.00 [09/22/08] – 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 is the first release of Gplus Adapter for Microsoft Dynamics CRM. This section lists features included in this initial release.

 

 

 

 

 

 

 

 

 

 

 

 

Corrections and Modifications

There are no corrections or modifications for this initial release.

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Known Issues and Recommendations

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


The 7.6.104.01 Gplus Adapter can be deployed in a multi-tenant environment, but only one tenant, the Environment tenant, is supported in this release.  The Environment tenant must be specified in the Gplus Adapter URL in order for the Gplus Adapter to operate in a multi-tenant environment.  For example:

http://crm/ISV/GenesysGplusAdapter/Default.htm?tenant=Environment


The Gplus Adapter can only assign an agent a Microsoft CRM activity and place the activity in the agent’s Assigned queue. The Adapter does not target and/or move any CRM activities to the agent’s In Progress queue.


The Adapter does not support Genesys multimedia transfer functionality. All transfer capabilities are controlled through the Microsoft CRM application.


The Gplus Adapter must be restarted after a change to T-Server and/or Interaction Server connections.


Microsoft CRM operations must be tuned to optimize performance (e.g. creating CRM entities).


When configuring the screenpop-openmedia or screenpop-new-entity pop-url CME option to use Softphone.htm, an absolute URL is required.


Keeping a modal dialog open beyond the amount of time specified within the Adapter option ‘session-time-out’ causes the client session to expire.


Any custom data updated prior to a transfer is not reflected in the outbound record displayed to the receiving party.


A change to the localization settings after sign-in is not properly reflected in the days and months portion the Reschedule calendar. Users are required to resign into the Adapter for the changes to take effect.


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Internationalization

Information in this section is included for international customers.


There are no known issues or recommendations regarding internationalization of 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 Manual Deployment Guide first.

§         Gplus Adapter 7.6 for Microsoft CRM User's Guide

§         Gplus Adapter 7.6 for Microsoft CRM Deployment Guide

§         Gplus Adapter 7.6 for Microsoft CRM Manual Deployment Guide

§         Gplus Adapter 7.6 for Microsoft CRM E-Mail & Routing Activity Option Installation Guide

§         Gplus Adapter 7.6 for Microsoft CRM Configuration Editor Guide

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 Customer Care 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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