Release Note

Gplus Adapter for SAP ERP

7.1.x

Genesys Telecommunications Laboratories, Inc. © 2007–2009

Contents


Introduction

This release note applies to all 7.1 releases of the Gplus Adapter for SAP ERP.

  • 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 Manual.
  • 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.

Note: Genesys follows applicable third party redistribution policies to the extent that Genesys solutions utilize functionality of commercial or non-commercial third parties.


Release Number 7.1.000.17 [04/30/09] - Hot Fix

New In This Release
Corrections and Modifications

New In This Release

This is a hot fix for this product. This section describes new features that were introduced in this release of the Adapter.

  • Due to an issue with the Adapter processing T-Sever events, the Adapter was migrated to the following libraries:

    • TLib 7.1.000.09
    • CommonLib 7.1.000.05

    ER# 205809373

Corrections and Modifications

This release does not include any corrections and modifications.

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Release Number 7.1.000.16 [06/27/08] - Hot Fix

New In This Release
Corrections and Modifications

New In This Release

This is a hot fix for this product. This section describes new features that were introduced in this release of the Adapter.

  • Additional diagnostic information, provided by the 7.1.000.15 release, has been extended for each unexpected exception.

Corrections and Modifications

This release does not include any corrections and modifications.

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Release Number 7.1.000.15 [05/13/08] - Hot Fix

New In This Release
Corrections and Modifications

New In This Release

This is a hot fix for this product. This release does not contain any new features or functionality.

Corrections and Modifications

This release includes the following corrections and modifications:


The Adapter stopped processing T-Server events when the time interval between sending and responding to a RFC client request (SPS_NEW_CALL or SPS_CALL_ENDED) was delayed or timed out and in the scope of the mentioned interval, the new RFC client request (SPS_NEW_CALL or SPS_CALL_ENDED) appeared. This problem was fixed. (ER# 183528272)


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Release Number 7.1.000.14 [03/24/08] - Hot Fix

New In This Release
Corrections and Modifications

New In This Release

This is a hot fix for this product. This section describes new features that were introduced in this release of the Adapter.

  • Additional diagnostic information, provided by the 7.1.000.13 release, has been extended for each unexpected exception.

Corrections and Modifications

This release does not include any corrections and modifications.

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Release Number 7.1.000.13 [12/18/07] - Hot Fix

New In This Release
Corrections and Modifications

New In This Release

This is a hot fix for this product. This section describes new features that were introduced in this release of Gplus Adapter for SAP ERP.

  • The capability to save additional diagnostic information for each unexpected exception into a separate dump file has been added.

Corrections and Modifications

This release does not include any corrections and modifications.

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Release Number 7.1.000.12 [09/28/07] - Hot Fix

New In This Release
Corrections and Modifications

New In This Release

This is a hot fix for this product. This release does not contain any new features or functionality.

Corrections and Modifications

This release includes the following correction:


The Adapter sometimes stopped T-Server events from processing when the time interval between sending and responding to a RFC client request (SPS_NEW_CALL or SPS_CALL_ENDED) was excessive. To avoid having the T-Server events stopped by this condition, the user should add the following options to the rfc-client section of the Adapter Application:

  • request-timeout
    Default Value: 0 (an infinite wait mode time)
    Valid Values: Any positive integers. Restarting the Adapter is not required.

    Defines the time (in seconds) that the Adapter waits for the completion of a RFC client request SPS_NEW_CALL or SAPS_CALL_ENDED.

  • attempt-timeout
    Default value: 1.
    Valid values: Any positive integers and attempt-timeout <= request-timeout. Restarting the Adapter is not needed.

    Defines the time interval (in seconds) between the Adapter attempts to receive a response of a RFC client request (SPS_NEW_CALL or SPS_CALL_ENDED). This option is applicable if request-timeout is not equal to 0.

Note: If the response wait time is interrupted due to a timeout expiration (request-timeout), then the corresponding RFC client requests SPS_NEW_CALL or SPS_CALL_ENDED will not be available to SAP.

This problem has been fixed.

(ER#  152232884)


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Release Number 7.1.000.11 [06/16/06] - Hot Fix

New In This Release
Corrections and Modifications

New In This Release

This is a hot fix for this product. This release does not contain any new features or functionality.

Corrections and Modifications

This release includes the following correction:


The Adapter set an incorrect agent work mode for the Avaya Communication Manager switch. The agent work mode was set to WM_WORK_NOT_READY, instead of WM_NOT_READY, when the agent state was changed sequentially as follows:

  1. From Ready state with AutoIn Work agent work mode
  2. To Not Ready state with AfterCall Work agent work mode
  3. To Ready state with AutoIn agent work mode
  4. To Not Ready state with AuxWork agent work mode. (ER# 44878767)

This problem has been fixed.


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Release Number 7.1.000.08 [02/17/06] - Hot Fix

New In This Release
Corrections and Modifications

New In This Release

This is a hot fix for this product. This release does not contain any new features or functionality.

Corrections and Modifications

This release includes the following corrections:


The Adapter was setting incorrect agent work mode as follows:

  • For the Siemens HICOM 300E switch - the agent work mode was set to WM_NOT_READY, instead of WM_WORK_NOT_READY, when the agent state was changed to AfterCallWork. (ER# 27841037)
  • For the Avaya Definity ECS (G3) MV1.0 switch - the agent work mode was set to WM_WORK_NOT_READY, instead of WM_NOT_READY, when the agent state changed from AfterCallWork to AuxWork. (ER# 33107411)
This problem has been fixed.


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Release Number 7.1.000.07 [08/03/05] - Hot Fix

New In This Release
Corrections and Modifications

New In This Release

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

A new configuration option has been added in the [telephony] section called consult-user-data.

values = sapphone, default

sapphone - the consult call user data is handled according to the SAPphone specification.

default - the Adapter directs T-Server to use the mode specified in the T-Server's consult-user-data configuration option. See the specific T-Server document to learn more about this option.

For compatibility with the SAPphone specification and previous versions, the initial value is set to sapphone. (ER# 9870893)

Corrections and Modifications

This release does not include any corrections.

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Release Number 7.1.000.05 [05/20/05] - General

New In This Release
Corrections and Modifications

New In This Release

There are no restrictions for this release. This section describes new features that were introduced in the initial 7.1 release of the GplusAdapter for mySAP ERP:

  •  SAP NetWeaver™ Certified Integration
    The mySAP ERP Adapter has been certified by SAP for the component SAP R/3 4.6 for basic and call center telephony.
     

  • Enhanced SAPphone support
    The mySAP ERP Adapter now supports SAPphone versions 5.00A-5.11ASP.

  • Improved Call Attached Data
    Call Attached Data for original and transferred connection IDs is now made available in the SAP environment via the SAP ERP Adapter for improved call traceability in Genesys interaction details data sources

Corrections and Modifications

This release includes the following corrections and modifications that were made between Release 7.0 and the initial 7.1 release:


On Siemens HiPath 4000 CSTA 3 and Aspect ACD switches, closing a conference on an agent when the agent's call parties were participating in other conferences generated an error by the Adapter, although the operation completed successfully and conference  was established. This error did not affect the work of the Adapter or the SAP agent.  This problem has been solved.  (ER#82391)


Only one instance of the Adapter ran per host. If several instances of the Adapter were running on the same host, any instance  periodically returned error code 02 (function cannot be executed) with error description "Can't create timer" and write message 20030 ("Std 20030 Teleset:can't create timer") into the log on any SAPphone request, even though the operation completed successfully.  This problem has been solved. (ER# 82105)


The Adapter did not support switching between primary and backup Configuration Servers. After the primary Configuration Server was stopped, the Adapter continued to work with old settings,but it was not able to receive option update requests from the backup Configuration Server. To update the Adapter settings, the primary Configuration Server had to be restarted. This problem has been solved. (ER# 81778)


 For Philips Sopho iS3000, Rockwell Spectrum, and Alcatel 4200: When closing a conference after applying the Alternate (switch) operation for held and connected calls, the Adapter returned an error, although the operation completed successfully and the conference was established. This error did not affect the work of the Adapter or the SAP agent. This problem has been solved. (ER#81657)


When repeated SPS_REGISTER requests were made for the same SAP agent at the same work center, the Adapter generated an error indicating that the agent was already registered at another work center. This error did not interfere with the SAP agent's ability to continue to work. This occurred only if the value of auto-registration  was none and did not occur if the value was all or active. This problem has been solved. (ER# 80897)


If the switch and/or T-Server did not provide DNIS information, the Adapter  did not substitute this information from other sources. This limitation affected the following switches: Nortel Symposium, Nortel DMS-100, and Rockwell Spectrum .This problem has been solved.  (ER# 77910) 


If an SAP agent made a conference with all parties in the call list and one external party, only the conference originator had all parties in the call list. Others had only one participant in the call list. This limitation affected the Siemens Hicom300E/H switch. This problem has been solved.   (ER# 75119)


 

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Known Issues and Recommendations

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


The Adapter stops processing T-Server events due issues in the following libraries:

  • TLib 7.1.000.07
  • CommonLib 7.1.000.04
(ER# 205809373)

Found In:  7.1.000.14 Fixed In:  7.1.000.17

The Adapter stops processing T-Server events when the time interval between sending and responding to a RFC client request (SPS_NEW_CALL or SPS_CALL_ENDED) is delayed or timed out and in the scope of the mentioned interval, the new RFC client request (SPS_NEW_CALL or SPS_CALL_ENDED) appeared. (ER# 183528272)

Found In:  7.1.000.13 Fixed In:  7.1.000.15

The Adapter sometimes stops T-Server events from processing when the time interval between sending and responding to a RFC client request (SPS_NEW_CALL or SPS_CALL_ENDED) is excessive. (ER# 152232884)

Found In:  7.1.000.05 Fixed In:  7.1.000.12

For the Avaya Communication Manager switch, the Adapter does not change the SAP agent work mode from READY to WORK_READY when the CTI agent work mode is changed from Ready ManualIn to Ready AutoIn using either of the following:

  • Hardware phone.
  • Third-party application.

This error does not occur when using the SAP interface. (ER# 50592423)

Found In:  7.1.000.11 Fixed In:  


The Adapter sets an incorrect agent work mode for the Avaya Communication Manager switch. The agent work mode is set to WM_WORK_NOT_READY, instead of WM_NOT_READY, when the agent state is changed sequentially as follows:

  1. From Ready state with AutoIn Work agent work mode
  2. To Not Ready state with AfterCall Work agent work mode
  3. To Ready state with AutoIn agent work mode
  4. To Not Ready state with AuxWork agent work mode. (ER# 44878767)

Found In:  7.1.000.08 Fixed In:  7.1.000.09


The Adapter sets incorrect agent work modes as follows:

  • For the Siemens HICOM 300E switch - the agent work mode is set to WM_NOT_READY, instead of WM_WORK_NOT_READY, when the agent state changes to AfterCallWork . (ER# 27841037)
  • For the Avaya Definity ECS (G3) MV1.0 switch - the agent work mode is set to WM_WORK_NOT_READY, instead of WM_NOT_READY, when the agent state changes from AfterCallWork to AuxWork . (ER# 33107411)

Found In:  7.1.000.05 Fixed In:  7.1.000.08

 The Adapter will not allow held calls to be dropped, even though the switch allows this functionality. This limitation affects these switches: Philips Sopho iS3000 (ER# 79766), Cisco CallManager (ER# 98140), and IPMX (ER# 99935). 

Found In:  7.1.000.05 Fixed In:  

The Adapter will not allow ringing calls to be dropped, even though the switch allows this functionality. This limitation affects these switches: Philips Sopho iS3000, Alcatel A4200 (ER# 81825), and IPMX (ER# 99936).

Found In:  7.1.000.05 Fixed In:  

Removing a teleset from a configuration when there is an agent working on this teleset may result in incorrect completed requests (caused by a handled unexpected exception), which in turn could affect the performance connection between SAP and the Adapter. (ER# 1119161)

Found In:  7.1.000.05 Fixed In:  

The Adapter does not recognize the conference call correctly if the conference was established before the Adapter started monitoring DN(s) participating in the conference call.  This limitation affects these switches: Ericsson MD110 and Alcatel4400.  (ER# 100366)

Found In:  7.1.000.05 Fixed In:

It is impossible to stop the Adapter running as a NT service if it was started  with the wrong command line arguments (host, port, or application) from the Windows Services console. The running process should be terminated manually.   (ER# 956493)

Found In:  7.1.000.05 Fixed In:  

Back slash ("\") character must not be used at the end of the destination folder path when installing the Adapter.  If you do, the installer may crash when using the same application object during repeated installations.  (ER# 100146)

Found In:  7.1.000.05 Fixed In:  



The Adapter does not correctly handle situations when the teleset has two separate calls with the same connection ID. The second call is hidden and cannot be released from SAP. The described situation could occur if an agent calls to the queue and a call gets sent back to the same agent. Such a scenario is possible on Nortel DMS-100 and Ericsson MD110 switches.  (ER#101315) 

Found In:  7.0.000.05 Fixed In:  

The Adapter will not allow an agent who is already engaged in one consult call to start a second consult call, even though the switch has this functionality. This limitation affects these swtiches: Nortel DMS-100, Avaya DEFINITY ECS (G3),  and Ericsson MD110.  (ER# 81330)  

Found In:  7.0.000.05 Fixed In:  


The Adapter cannot work with the Tenovis Integral 33 switch if T-Server has the agent-substitute option set to false .  (ER# 77037)

Found In:  7.0.000.05 Fixed In:


Genesys Framework does not recognize the Adapter's high availability settings. Two Adapters cannot be started in Primary/Backup mode. (ER# 76272)

Found In:  7.0.000.05 Fixed In:  

Network interface disconnections may cause problems: delays (sometimes infinite) in reconnection and log output or high CPU usage. Currently, the only workaround is to restart the Adapter.  (ER#  98339, 102409)

Found In:  7.0.000.07 Fixed In:  

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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 Technical Support website. The following documentation also contains information about this software. Please consult the Deployment Guide first.

  • Gplus Adapter 7.1 for mySAP ERP Deployment Guide.
  • Gplus Adapter for mySAP ERP chapters of the Genesys Migration Guide.
  • Also see: Customization/Help Files for the T-Gate 6.1 product.

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