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is no longer an affiliate of Alcatel-Lucent; any indication of such affiliation within Genesys products or packaging is no longer applicable.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 7.5 releases of Gplus Adapter for SAP ICI Multi-Channel.
Genesys follows applicable third-party redistribution policies to the extent that Genesys solutions utilize third-party functionality. Please contact your Genesys Customer Care representative if you have any questions.
Supported Operating Systems
New in This Release
Corrections and Modifications
This is a hot fix release for this product. There are no new features or functionality in this release.
This release includes the following corrections or modifications:
Previously, the Adapter was unable to process outgoing calls initiated by the agent in SAP. This issue is now resolved. (GPS-2895)
Supported Operating Systems
New in This Release
Corrections and Modifications
This is a hot fix release for this product. There are no new features or functionality in this release.
This release includes the following corrections or modifications:
The Adapter now correctly removes Outbound Request session key-value pairs (KVPs) when an agent receives a ringing outbound call. Previously in this scenario, the Adapter attached the gplus-analytics-id KVP, but the TUpdateUserData request still contained the Outbound Request session KVP, which led to call transfer issues. (GPS-2876)
The Adapter now correctly handles agent logins in scenarios where the DNs are not actually configured in the Adapter. Previously, an exception was thrown during the login operation if an older version of the configuration was cached in the Adapter. (GPS-2867)
Supported Operating Systems
New in This Release
Corrections and Modifications
This is a hot fix release for this product. There are no new features or functionality in this release.
This release includes the following corrections or modifications:
The Adapter now works correctly when rollover logging is applied to the log files (that is, logging, in which the log files are renamed). Previously, when rollover logging was applied, the Adapter would sometimes generate large cyclical sets of information in the log files. (ER# 300469085)
The Adapter now switches the agent into the correct workmode after a transfer operation is applied for a call that is in Wrap-Up mode. Previously in this scenario, the agent was switched to the workmode that preceded Wrap-Up mode (for example, Ready state).
Note: The behavior described in this scenario occurs only when the wrapUpOldStyle option in the GPMC_Common section of the Adapter Application is configured with a value of 0. (ER# 281026863)
Supported Operating Systems
New in This Release
Corrections and Modifications
This is a hot fix release for this product. There are no new features or functionality in this release of Gplus Adapter for SAP ICI Multi-Channel.
This release includes the following correction or modification:
The Adapter now correctly reports a list of participants on consult calls that are initiated on Rockwell Spectrum T-Servers and sent to external numbers. Previously, the Adapter reported an empty list to SAP and agents could not complete these calls by transferring or conferencing them. (ER# 282546426)
Supported Operating Systems
New in This Release
Corrections and Modifications
This is a hot fix release for this product. There are no new features or functionality in this release of Gplus Adapter for SAP ICI Multi-Channel.
This release also includes the following correction or modification:
The Adapter now correctly displays its status to SCI as Started, when any Interaction Server or T-Server is connected. Previously, the Adapter would sometimes display its status as Service unavailable, even when Interaction or T-Servers were connected and started. (ER# 285013079)
Supported Operating Systems
New in This Release
Corrections and Modifications
This is a hot fix release for this product. This release contains the following new features or functionality:
Attached data that arrives with an inbound email is now automatically copied to the related outbound email. (ER# 277214861)
This release also includes the following correction or modification:
When an email is written to an invalid address, the agent can now correctly see the "Non-Delivered" message returned by the email server to the agent who originally wrote the email, when the email server is appropriately configured to return such a message. (ER# 277339271)
Supported Operating Systems
New in This Release
Corrections and Modifications
This is a hot fix release for this product. This release contains the following new features or functionality:
The new configuration option, wrapUpOldStyle, has been added to the Adapter to control application behavior for processing wrap-up mode for calls.
Section: GPMC_Common
wrapUpOldStyle
Default value: 0
Valid values: 1, 0, true, false
Changes Take Effect: After application restart
When set to a value of 0 or false, the Adapter allows wrap-up for any call without restrictions on the call type, direction, or sate. When set to a value of 1 or true, the Adapter applies limitations to wrap-up processing (backward compatibility mode).
(ER# 280332342)
The Adapter now reports the call direction to SAP (attribute
inbound in IciEvent_phoneCallChanged) of calls in
the following two ways:
(ER# 269020389)
To initiate a business partner search in SAP when a client is added to a
held call, the Adapter now sends an Ended event to SAP for that
call, and initiates a new call that has the same ID and has an updated client
number that reflects the real customer number. (ER# 268512357)
This release contains no corrections or modifications.
Supported Operating Systems
New in This Release
Corrections and Modifications
This is a hot fix release for this product. This release does not contain any new features or functionality.
This release also includes the following correction or modification:
The Adapter now correctly switches from a Ready to a
NotReady state without a reason code in an environment that uses
blended workmodes. Previously in this scenario, not all media was switched to
the NotReady state, only one was. (ER# 266085821)
Supported Operating Systems
New in This Release
Corrections and Modifications
This is a hot fix release for this product. This release does not contain any new features or functionality.
This release also includes the following correction or modification:
The Adapter now correctly creates a reply for the
IciSystem_getUserPresence request, which meets the expectations of
the SAP work center (WC). Previously, the reply created by the Adapter was not
accepted by SAP WC. (ER# 263403878)
Supported Operating Systems
New in This Release
Corrections and Modifications
This is a hot fix release for this product. This release contains the following new feature or functionality.
The Adapter supports case-insensitive searches for agent presence functionality. (ER# 255778991)
This release also includes the following corrections or modifications:
The Adapter no longer allows the use of workmodes that have the same reason code and no longer exposes them from the agent. Previously in this scenario, the agent could not properly use these workmodes. (ER# 258113666)
The StatServer installation package now includes presence information in the
StatProfile.cfg file, enabling the Adapter to access this file and
return all presence information. Previously, if StatServer was not correctly
configured, the Adapter returned an error when an agent sent a presence
information request. (ER# 257659911)
The Adapter now properly resets the reason code after switching from a
customized workmode to the Ready state. Previously in this
scenario, the Adapter did not reset the reason code in certain cases.
(ER# 257538662)
The Adapter now correctly handles the values for the configuration option
GPMC_Email\available. Previously, when this option value was set to
1, the Adapter would discard the settings, and treat the value as
equal to 0 (zero), which caused the E-Mail channel to
become unavailable. (ER# 257346618)
Supported Operating Systems
New in This Release
Corrections and Modifications
This is a hot fix release for this product. This release contains the following new feature or functionality.
Gplus Adapter for SAP ICI Multi-Channel (the Adapter) now sends the
reason code in either the Extensions or Reasons
attribute of the TAgentSetNotReady request. A new configuration
option, sendReasonCodeInTExtensions, has been added to the
GPMC_Common section of the Multi-Channel Adapter
object in Configuration Manager:
sendReasonCodeInTExtensions
Default Value:0
Valid Values:1,0,true,false
Changes Take Effect: After the Adapter is restarted
Specifies the container for the reason code for theNotReadyrequest. When this option is set totrueor1the Adapter sends the reason code in theExtensionsattribute of theTAgentSetNotReadyrequest. When this option is set to0orfalse, the reason code is sent in theReasonsattribute ofTAgentSetNotReady. (This is the default behavior.)
(ER# 243196070)
This release also includes the following correction or modification:
The Adapter now supports customer-defined Reason Codes for customer-defined
workmodes. Valid values are any integer ranging from 1 to
255. Previously, the valid values for the Reason Codes had to be
greater than 3.
To support these new valid values, the method used by the Adapter to process
the customer-defined workmodes (as specified in the
gp_resources.properties file). The following examples describe how
the Adapter now processes customer-defined workmodes:
Previously, the customer-defined workmode,
Workmode_Logged_on_not_ready_reason_1=5,Coffee break, meant that
the workmode had an ID and a Reason Code equal to 5. Now this
customer-defined workmode means that the workmode has a Reason Code equal to
5 and the ID for this workmode is automatically generated by the
Adapter.
Previously, the customer-defined workmode,
Workmode_Logged_on_not_ready_reason_1=1,Coffee break, was
incorrect because a workmode with an ID of 1 was hard-coded in
the SAP ICI. Now this customer-defined workmode is correct because the
workmode ID is automatically generated and linked with the Reason Code
1.
(ER# 256466672)
Supported Operating Systems
New in This Release
Corrections and Modifications
There are no restrictions for this release. This section describes new features that were introduced in this release of Gplus Adapter for SAP ICI Multi-Channel.
The Gplus Adapter for SAP ICI Multi-Channel (the Adapter) now supports the Microsoft Windows Server 2008 operating system.
The Adapter now supports additional switches (Digitro AXS/20, Mitel SX2000, and Siemens HiPath DX).
The Adapter now provides information about Agent Presence in the ICI method
IciSystem_getUserPresence. This functionality works correctly
only if the Adapter is properly connected to the running Stat Server. See the
SAP Integrated Communication Interface protocol for details about
IciSystem_getUserPresence.
Note: The searchterm parameter of
IciSystem_getUserPresence is not described in the SAP ICI
specifications. The following information describes this parameter, and
provides additional information about how to use this method:
The Adapter supports the following masks for this parameter:
'.*': Any number of symbols
'.': Any one symbol SAP ICI protocol requires that you must enter the value of
searchterm in upper case. You can specify the exact term, or use
the masks described above. For example:
searchterm "AGENT.*" means any agent starting
with AGENT followed with any set of symbols - such as
AGENTX, AGENT7, AGENT007.
searchterm "AGENT." means any agent starting
with AGENT followed with one symbol - such as
AGENTX, AGENT7. When providing information about Agent Presence, the Adapter uses mapping between Stat Server statuses and the statuses specified by SAP. The statuses specified by SAP are the following:
0-Not Available 1-Available 2-Busy 3-Logged Off The default mapping is as follows:
0-NotMonitored 0-Monitored 1-LoggedIn 1-WaitForNextCall 1-OnHook 2-AfterCallWork 2-CallConsult 2-CallDialing 2-CallInbound 2-CallInternal 1-CallOutbound 2-CallOnHold 2-CallRinging 2-CallUnknown 2-NotReadyForNextCall2-OffHook 3-LoggedOut You can change this mapping and can even extend it in the configuration
file gp_resources.properties.
By default, the statuses defined by SAP are mapped to the following string constants:
Not AvailableAvailableBusyLogged Off
You can change this mapping in the configuration file
gp_resources.properties by changing the values of the following
properties:
UserStatus_NotAvailable (the default value is Not
Available)UserStatus_Available (the default value is
Available)UserStatus_Busy (the default value is
Busy)UserStatus_LoggedOff (the default value is Logged
Off)
The Adapter provides the possibility to filter out the resulting set of
agent information depending on the state of the target agent. To provide this
functionality, use the following parameter available in the Adapter's
configuration file sapadapter.properties:
AgentPresence.ValidStatuses
Default Value: 0,
1, 2, 3
Valid Values: A
comma-separated list of SAP-defined agent statuses, with status defined as
follows:
| Value | Description |
|---|---|
| 0 | Not Available |
| 1 | Available |
| 2 | Busy |
| 3 | Logged Off |
Specifies that only Agents with the specified states are to be returned by
IciSystem_getUserPresence.
For example, Property AgentPresence.ValidStatuses =
1, 2 instructs the Adapter to provide Agent Presence
information only for the agents who are in either the Available
or Busy state. Agents who are in the Not Available
or Logged Off state should be ignored.
(ER# 251935705)
There are no corrections or modifications in this release.
Supported Operating Systems
New in This Release
Corrections and Modifications
This is a hot fix release for this product. This release contains the following new features or functionality.
The Adapter now supports providing information about Routing Points in the
scope of the following ICI request: System_getPresenceQueueInfo.
Note: for this functionality to be available, a routing
point object should be added to at least one agent group in the
Configuration Layer. Additionally, configuration information about Queues and
Routing Points is read at the time of the Adapter's startup and is not updated
during run-time.
To access this new functionality, the following parameter is now available
in the Adapter's configuration file, sapadapter.properties:
QueuePresence.DNTypesThe Adapter now also supports filtering of Queues and Routing Points (depending on the switch owned by the current interaction) in the scope of the following ICI request:
Default Value:ACD Queue
Valid Values: a comma-separated list with DN-type descriptions, for instance,ACD Queue, Routing Point.
Specifies which types of voice DNs are applicable for processing calls in the scope of theSystem_getPresenceQueueInforequest. The following DN Types are supported:
- ACD Queue
- External Routing Point
- Routing Point.
System_getPresenceQueueInfo. To provide this functionality, the
following parameter is now available in the Adapter's configuration file,
sapadapter.properties:QueuePresence.SwitchCADKey
Default Value:PrimarySwitchID
Valid Values: a string value (with no spaces), which is valid for use as a CAD key.
Specifies the name of the CAD key whose value describes the name of the switch that owns the call. Usually this key is attached to the call by the routing strategy. If the CAD does not contain the specified key, or if the value for this key is empty, the Adapter does not filter, and reports all Queues or Routing Points (from all the switches) in the tenant.
As part of this new functionality, the Adapter now uses the
Alias attribute for queue and routing
point objects in the Configuration Layer to describe related Queues in
response to the System_getPresenceQueueInfo request. Previously
for this purpose, the Adapter used the Number attribute for the
queue and routing point objects in the Configuration
Layer. (ER# 252268212)
There are no corrections or modifications in this release.
Supported Operating Systems
New in This Release
Corrections and Modifications
This is a hot fix release for this product. This release does not contain any new features or functionality.
This release also includes the following correction or modification:
The Adapter now works properly when an agent logs in immediately after logging out. Previously, the login procedure might not have completed properly in this scenario, resulting in the SAP Web Client's buttons being grayed out. (ER# 245613101)
Supported Operating Systems
New in This Release
Corrections and Modifications
This is a hot fix release for this product. This release contains the following new feature or functionality.
In keeping with SAP ICI 3.06 protocol, the Adapter now sends an agent's ID using upper-case characters, regardless of how the ID is stored in the Genesys Configuration Layer. (ER# 242506485)
This release also includes the following correction or modification:
Agents may now log in to SAP regardless of whether Stat Server is connected to the Adapter. Previously, if an agent tried to log in to SAP while the Adapter was disconnected from Stat Server, he would be unsuccessful and would have to wait to log in to SAP until after the Adapter restarted. (ER# 242559636)
Supported Operating Systems
New in This Release
Corrections and Modifications
This is a hot fix release for this product. This release contains the following new features or functionality.
The Adapter newly supports certain network-attended operations: consult,
alternate, reconnect, transfer, and conference.
To provide access to
these network-attended operations, the following options are available in the
Adapter's Application object:
Section:(ER#s 244584023, 238382115)GPMC_CommonenableNATSection :
Default Value:0
Valid Values:1, 0
Changes Take Effect: Immediately
When set to1,network-attended operations are available. Otherwise, they are not available.network(This is supported by the AIL library. See the AIL Deployment Guide for details.)alternate-locations
Default Value: none
Valid Values: Names of switches, separated by commas
A comma-separated list of switch locations for which the network alternate operation is enabled.
conference-locations
Default Value: none
Valid Values: Names of switches, separated by commas
A comma-separated list of switch locations for which the network complete conference operation is enabled.
consult-locations
Default Value: none
Valid Values: Names of switches, separated by commas
A comma-separated list of switch locations for which the network consultation operation is enabled.
reconnect-locations
Default Value: none
Valid Values: Names of switches, separated by commas
A comma-separated list of switch locations for which the network reconnect operation is enabled.
single-step-transfer-locations
Default Value: none
Valid Values: Names of switches, separated by commas
A comma-separated list of switch locations for which the network single step transfer operation is enabled.
transfer-locations
Default Value: none
Valid Values: Names of switches, separated by commas
A comma-separated list of switch locations for which the network complete transfer operation is enabled.
There are no corrections or modifications in this release.
Supported Operating Systems
New in This Release
Corrections and Modifications
This is a hot fix release for this product. This release does not contain any new features or functionality.
This release also includes the following correction or modification:
The Adapter now correctly leaves the workmode unchanged allowing the agent to
continue working when switching from Not Ready to Voice Not
Ready, Email Logged Off. Previously when an agent did this, the workmode
controls became blocked, and the agent needed to log in to SAP again to continue
activities. This problem appeared only when the Adapter's
forceChangeWorkmodeRequest option (in the GPMC_Common
Section) was set to 1. (ER# 243534222)
Supported Operating Systems
New in This Release
Corrections and Modifications
This is a hot fix release for this product. This release does not contain any new features or functionality.
This release also includes the following corrections and modifications:
The Adapter now continues to function properly even if it cannot retrieve information about agents from Stat Server. Previously, in the event that Stat Server responded to an Adapter request with an error message, the Adapter might lock itself. This led to blocking agents from logging in or performing work. (ER# 241028616)
The Adapter now correctly waits for an agent to accept an e-mail interaction before trying to update the attached data for the interaction. Previously, when an e-mail with attached data arrived, the Adapter incorrectly attempted to update the data prior to agent acceptance. This prompted error messaging from Interaction Server and incorrect messages on the SAP side indicating that the interaction's data had been modified. (ER# 230701747)
The Adapter now correctly uses the port actually configured for its host's
Local Contral Agent (LCA). Previously, the Adapter only used the default value
Genesys assigns for the LCA port, 4999. (ER# 238786197)
Agents can now correctly log in on a new DN, even if the DN associated with their most recent previous login had been deleted prior to the agent's previous session fully closing. (That is, even if the earlier session did not end by an explicit agent request, or as the result of exceeding a timeout configured on the Adapter side.) Previously in these cases, agents would not be able to subsequently log in on new DN after the DN previously used had been deleted. (ER# 238608073)
Supported Operating Systems
New in This Release
Corrections and Modifications
This is a hot fix release for this product. This release does not contain any new features or functionality.
This release also includes the following corrections and modifications:
Periodically, a ConcurrentModificationException exception was
thrown during TEvent event processing. This problem has been fixed.
(ER# 230561995)
Supported Operating Systems
New in This Release
Corrections and Modifications
This is a hot fix release for this product. This release does not contain any new features or functionality.
This release also includes the following corrections and modifications:
Periodically, the Adapter did not pass the gplus-analytics-id
key in the call-attached data (CAD), which was due to simultaneous updates from
the T-Server to the CAD. This problem has been fixed. (ER# 218694554)
The Adapter now correctly leaves unchanged an agent's Work Mode
(does not set it to Ready) when, on the Agent DN, there is an
unanswered call that is abandoned during call-wrapup time. This expected
behavoir indicates that if the agent, during call-wrapup, receives a call for
which wrap-up is not allowed, the agent stays in wrap-up mode after the call is
completed. Previously, call-wrapup time was canceled (changed to
Ready) after receipt of this type of call.(ER# 225356964)
There was no Gplus Adapter Media Routing for SAP component available for the Gplus Adapter for SAP ICI Multi-Channel component version 7.5.100.22. This problem has been fixed. (ER# 227268383)
Supported Operating Systems
New in This Release
Corrections and Modifications
This is a hot fix release for this product. This release contains the following new features or functionality.
A new option, inbound-prefix-remove-first, has been added to
the call-number-translator section of the Multi-Channel Adapter
Application object in Configuration Manager:
inbound-prefix-remove-first
Default Value:false
Valid Values:true, false
Changes Take Effect: Immediately
When set to
true,specifies that the prefix (defined by the optioninbound-prefix) be removed prior to the inbound number being used in Genesys-To-SAP conversion. When set tofalse, this removal takes place after the conversion finishes.
This release also includes the following corrections and modifications:
With this release, the Adapter now correctly converts the ANI of a call for
which you choose to have the prefix removed prior to optimization (by setting
the new option, inbound-prefix-remove-first, to true).
Previously in this case, Gplus ICI Multi-Channel Adapter incorrectly
converted the ANI to the canonical format if it had the following structure:
inboud-prefix + NDD + AREA + BASE + EXTENSION (where the
inbound-prefix + NDD was represented by the same string as
IDD). (ER# 180764028)
Supported Operating Systems
New in This Release
Corrections and Modifications
This is a hot fix release for this product. This release does not contain any new features or functionality.
This release also includes the following corrections and modifications:
The Adapter did not recognize the override values in the
GPMC_SSL section, and always used the default values. This problem
has been fixed. (ER# 202265884)
Supported Operating Systems
New in This Release
Corrections and Modifications
This is a hot fix release for this product. This release does not contain any new features or functionality.
This release also includes the following corrections and modifications:
Previously, a non-existent call in the connected state appeared on an agent place upon re-login if the following condition was met: during a previous session, the agent's attempt at call dialing failed. This problem has been fixed. (ER# 187600330)
The Adapter incorrectly restored a workmode after wrap-up when the
wrapUpProcessingStyle option was set to 0. In most
cases, the Adapter sets the agent to NotReady after the wrap-up is
finished no matter what workmode was requested last. This problem has been
fixed. (ER# 195950350)
Supported Operating Systems
New in This Release
Corrections and Modifications
This is a hot fix release for this product. This section describes new features that were introduced in this release of Gplus Adapter for SAP ICI Multi-Channel.
The following configuration option has been introduced in this release:
endWrapUpOnReady
Valid Values: 0,1
Default value:
0
0 - Communication items in the wrap-up state have no
special actions after switching to the Ready on voice channel.
1 - The Adapter will automatically end wrap-up
communication items after switching to the Ready on voice
channel. This release also includes the following corrections and modifications:
Previously, you could not complete a transfer operation if a call was previously transferred. This problem has been fixed. (ER# 183993162)
Previously, the Adapter corrupted plain/text messages sent without attachments when transferring their content to SAP. This problem has been fixed. (ER# 184667974)
In order to remove old inactive calls, the Adapter now cleans up the internal collections of calls upon agent login. (ER# 191764461)
Supported Operating Systems
New in This Release
Corrections and Modifications
This is a hot fix release for this product. This release does not contain any new features or functionality.
This release also includes the following corrections and modifications:
The Adapter returned an incorrect value for the content-type for
incoming e-mail messages that contained an attachment, but did not contain any
body text. This problem has been fixed. (ER# 182496010)
The Adapter returned an incorrect attachment name as the response on the
IciMessage_getAttributes operation for e-mail messages that
contained an attachment, but did not contain any body text. This problem has
been fixed. (ER# 182496053)
Supported Operating Systems
New in This Release
Corrections and Modifications
This is a hot fix release for this product. This release does not contain any new features or functionality.
This release also includes the following corrections and modifications:
The Adapter sometimes returned an empty response from the
getContent operation. This occurred when the request was made by
SAP for e-mail messages that contained exactly one attachment, but did not
contain any body text. This problem has been fixed. (ER# 173544683)
Supported Operating Systems
New in This Release
Corrections and Modifications
There are no restrictions for this release. This section describes new features that were introduced in this release of Gplus Adapter for SAP ICI Multi-Channel.
AfterCallWork (ACW) processing.
This release also includes the following corrections and modifications:
Previously, the agent session information was not deleted correctly. In some cases, this led to a situation where the Adapter distributed events over several sessions, including the closed one. This problem has been fixed. (ER# 174888470)
After wrap-up, the Adapter restored only the workmodes set by the
setCurrentWorkmode command. The Adapter omitted the workmodes set
by T-Server. This problem has been fixed. (ER# 163985105)
For calls that did not allow Wrap-Up mode according to Adapter
logic, the Adapter prevented NotReady modes triggered by T-Server
where the state was AfterCallWork This problem has been fixed.
(ER#s 163985149, 163985156)
If the Adapter option automaticWrapUpMode was set to
1 and an agent continued to use the hard-phone after finishing a
session in SAP, the Adapter logged that agent into the DN after releasing the
call. This problem has been fixed. (ER# 163985165)
The agent session information was not deleted correctly, if an agent started a session in SAP WebClient, and the session was not closed correctly. After the agent ended the agent session, the agent information still remained in the memory, which caused an out of memory exception after some time. This problem has been fixed. (ER# 138028444)
The Adapter treated the headers Content-Type and
Content-Transfer-Encoding as case-sensitive. If the headers were
not recognized due to case, then the Adapter automatically added another pair of
these headers to the incoming e-mail, which led to problems in displaying the
e-mails in SAP. This problem has been fixed. (ER# 162824825)
The Adapter frequently lost its connection with T-Server. This problem has been fixed. (ER# 163985110)
Supported Operating Systems
New in This Release
Corrections and Modifications
There are no restrictions for this release. This section describes new features that were introduced in the initial 7.5 release of Gplus Adapter for SAP ICI Multi-Channel.
SAP CRM 2006s features:
SAP CRM 5.0 features:
The new option allowDTMF, found in the GPMC_Common
section of the Adapter configuration, supports integration with SAP CRM 5.0.
Allowed values:
0 – disable sendDTMF capability
1 – enable sendDTMF capability Default value:
1 – enable sendDTMF capability Note: This option must be set to 0 when working with SAP
CRM 5.0.
There are no corrections or modifications in this release.
Supported Operating Systems
New in This Release
Corrections and Modifications
There are no restrictions for this release. This section describes new features that were introduced in the initial 7.5 release of Gplus Adapter for SAP ICI Multi-Channel.
This release also includes the following corrections and modifications:
The group presence information functionality (IciSystem_getPresenceQueueInfo) was not supported. This problem was fixed. (ER# 137277181)
Supported Operating Systems
New in This Release
Corrections and Modifications
There are no restrictions for this release. This section describes new features that were introduced in the initial 7.5 release of Gplus Adapter for SAP ICI Multi-Channel.
This release also includes the following corrections and modifications:
The Adapter timed out while logging out from voice media, if the dn-at-switch section's enabled option equaled true. To avoid this behavior:
The Adapter did not support ADDP communication with other Genesys components. As a result, SAP agents did not receive any notifications about the connection failure until they tried to initiate a CTI operation from the SAP IC WebClient. This problem was fixed. (ER# 58762512)
The Adapter did not provide SAP IC WebClient with hold capability for connected calls, even though the switch (Alcatel 4400) may support this functionality. This problem was fixed. (ER# 30412068)
The Adapter did not support forwarding calls to the originating agent for the Avaya Definity ECS (G3) v9 switch. This problem was fixed. (ER# 95093)
The Adapter did not support transfer of "incoming outgoing" e-mails. "Incoming outgoing" e-mail is an outgoing e-mail that was to be transferred on a Virtual Routing Point (VRP), then routed to the agent as an alerting item. This problem was fixed. (ER# 101016)
This section provides the latest information on known issues and recommendations associated with this product.
Depending on the T-Server configuration settings, the SAP Web Client may incorrectly display the call state (obtained from the SAP ICI Multi-Channel) of a conference call participant as Connected, if the value of the consult-user-data configuration option is set to separate or inherited. This option specifies the method for handling user data in a consultation call and is set in the TServer section of the T-Server Application object, which is located in the Connections section of the Adapter application.
Workaround: Set the value of the consult-user-data configuration option to joint.
(ER# 304224021)
| Found In: 7.5.100.49 | Fixed In: |
Due to T-Server limitations, the Adapter does not provide a full list of participants after a conference with external parties is established on the Rockwell Spectrum T-Servers. (ER# 292326401)
| Found In: 7.5.100.47 | Fixed In: |
The configuration option, GPMC_Common\wrapUpOldStyle, is absent in the Adapter's Application Template. This option should be manually added into the Adapter's Application Template in Configuration Manager. (ER# 280937083)
| Found In: 7.5.100.43 | Fixed In: |
The Adapter does not switch into wrap-up transferred calls in manual wrap-up mode. (ER# 281026863)
| Found In: 7.5.100.43 | Fixed In: |
The Adapter does not switch into wrap-up rejected calls in manual wrap-up mode. (ER# 281033903)
| Found In: 7.5.100.43 | Fixed In: |
You cannot specify 0 (zero) as a Reason Code for a custom-defined
workmode if the Reason Code is transmitted in the Extensions
attribute of a TRequest (sendReasonCodeInTExtensions
= 1). However, this is possible if the Reason Code is transmitted
in the Reasons attribute of TRequest
(sendReasonCodeInTExtensions = 0).
| Found In: 7.5.100.36 | Fixed In: |
You cannot switch to a simple NotReady workmode (without a
Reason Code) after you have switched to NotReady with any Reason
Code if the Reason Code is transmitted in the Extensions attribute
of a TRequest (sendReasonCodeInTExtensions
= 1). However, this is possible if the Reason Code is transmitted
in the Reasons attribute of TRequest
(sendReasonCodeInTExtensions = 0).
(ER# 257659911)
| Found In: 7.5.100.36 | Fixed In: 7.5.100.38 |
Periodically, a ConcurrentModificationException exception is
thrown during TEvent event processing. (ER# 230561995)
| Found In: 7.5.100.23 | Fixed In: 7.5.100.24 |
There is no Gplus Adapter Media Routing for SAP component available for the Gplus Adapter for SAP ICI Multi-Channel component version 7.5.100.22. (ER# 227268383)
| Found In: 7.5.100.22 | Fixed In: 7.5.100.23 |
The Gplus Adapter for SAP ICI Multi-Channel, release 7.5.100.22, cannot be used with Gplus Media Routing for SAP. Agents will not be able to create calls if you use the Adapter in this way. (ER# 220222405)
| Found In: 7.5.100.22 | Fixed In: 7.5.100.23 |
During the call-wrapup time, when unanswered calls on the Agent DN are
abandoned, the Adapter changes the Agent Work Mode to
Ready. (ER# 225356964)
| Found In: 7.5.100.18 | Fixed In: 7.5.100.23 |
Periodically, the Adapter does not pass the gplus-analytics-id
key in the call-attached data (CAD), which is due to simultaneous updates from
the T-Server to the CAD. (ER# 218694554)
| Found In: 7.5.100.16 | Fixed In: 7.5.100.23 |
This version of the Gplus Adapter for SAP ICI Multi-Channel does not support the Gplus Media Routing for SAP component.
| Found In: 7.5.100.11 | Fixed In: 7.5.100.16 |
After the agent logs out during the connected call, and then logs in again, the agents' WebClient does not display any information about the established call, and there is no way to end this call using SAP WebClient. To work with SAP WebClient, you need to finish the existing call using the hard phone. (ER# 193803086)
| Found In: 7.5.100.11 | Fixed In: 7.5.100.16 |
Previous inactive calls are not removed upon agent login. (ER# 191764461)
| Found In: 7.5.100.11 | Fixed In: 7.5.100.16 |
The Adapter corrupts text messages sent without attachments when transferring their content to SAP. (ER# 184667974)
| Found In: 7.5.100.11 | Fixed In: 7.5.100.16 |
You cannot complete a transfer operation, if a call has already been transferred. (ER# 183993162)
| Found In: 7.5.100.11 | Fixed In: 7.5.100.16 |
The Adapter returned an incorrect attachment name as the response on the
IciMessage_getAttributes operation for e-mail messages that
contained an attachment, but did not contain any body text. (ER# 182496053)
| Found In: 7.5.100.11 | Fixed In: 7.5.100.12 |
The agent session information is not deleted correctly. In some cases, this leads to a situation where the Adapter distributes events over several sessions, including the closed one. (ER# 174888470)
| Found In: 7.5.000.11 | Fixed In: 7.5.100.10 |
The Adapter does not recognize the override values in the
GPMC_SSL section, and always uses the default values.
(ER# 202265884)
| Found In: 7.5.100.10 | Fixed In: 7.5.100.19 |
The Adapter incorrectly restores a workmode after wrap-up when the
wrapUpProcessingStyle option is set to 0. In most
cases, the Adapter sets the agent to NotReady after the wrap up is
finished no matter what workmode was requested last. (ER# 195950350)
| Found In: 7.5.100.10 | Fixed In: 7.5.100.18 |
A non-existent call in the connected state appears on an agent place upon re-login, if the following condition is met: during a previous session, the agent's attempt at call dialing failed. (ER# 187600330)
| Found In: 7.5.100.10 | Fixed In: 7.5.100.18 |
ICI Multi-Channel stops running as a Windows Service after the user logs in
or logs out as /console. This issue relates to the JVM behavior
when handling the SIG_BREAK signal. For more information see
http://bugs.sun.com/bugdatabase/view_bug.do?bug_id=4323062.
Workaround:To prevent JVM from stopping on the SIG_BREAK
signal, add the line J=-Xrs into the [JavaArgs]
section of the gpmcservice.ini file. (ER# 205909435)
| Found In: 7.5.000.08 | Fixed In: |
After stopping and starting the Genesys Local Control Agent (LCA) service, the Adapter state is not displayed correctly. In Genesys Solution Control Interface (SCI), the Adapter state is displayed as Stopped, however the state should display as Running. (ER# 136360623)
| Found In: 7.5.000.07 | Fixed In: |
The WarmTransfer operation can only be used on an active consult
call. To disable the WarmTransfer operation, use the
Toggle operation on the consult call. (ER# 114529021)
| Found In: 7.5.000.04 | Fixed In: |
A call state will be set to Connected not Conference Owner for a consult agent, if the consult call is created using the Warm Transfer button not the Conference button.
Note: To resolve this issue, use the Conference button to start a conference. (ER# 112038741)
| Found In: 7.5.000.04 | Fixed In: |
The Adapter sometimes returns an empty response from the
getContent operation. This occurs when the request is made by SAP
for e-mail messages that contain exactly one attachment, but do not contain any
body text. This problem has been fixed. (ER# 173544683)
| Found In: 7.1.000.24 | Fixed In: 7.5.100.11 |
After wrap-up, the Adapter restores only the workmodes set by the
setCurrentWorkmode command. The Adapter omits the workmodes set by
T-Server. (ER# 163985105)
| Found In: 7.1.000.19 | Fixed In: 7.5.100.10 |
For calls that do not allow Wrap-Up mode according to Adapter
logic, the Adapter prevents NotReady modes triggered by T-Server
where the state is AfterCallWork. (ER#s 163985149, 163985156)
| Found In: 7.1.000.19 | Fixed In: 7.5.100.10 |
The Adapter frequently loses its connection with T-Server. (ER# 163985110)
| Found In: 7.1.000.16 | Fixed In: 7.5.100.10 |
The agent session information is not deleted correctly if an agent starts a session in SAP WebClient and the session is not closed correctly. After the agent ends the agent session, the agent information still remains in the memory, which causes an out of memory exception after some time. (ER# 138028444)
| Found In: 7.1.000.16 | Fixed In: 7.5.100.10 |
If the Adapter automaticWrapUpMode option is set to
1 and an agent continues to use the hard-phone after finishing a
session in SAP, the Adapter logs that agent into the DN after releasing the
call. This problem has been fixed. (ER# 163985165)
| Found In: 7.1.000.09 | Fixed In: 7.5.100.10 |
The Adapter treats the headers Content-Type and
Content-Transfer-Encoding as case-sensitive. If the headers are not
recognized due to case, then the Adapter automatically adds another pair of
these headers to the incoming e-mail, which leads to problems in displaying the
e-mails in SAP. (ER# 162824825)
| Found In: 6.5.100.09 | Fixed In: 7.5.100.10 |
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 or functions for this product.
Information in this section is included for international customers.
There are no known issues or recommendations regarding internationalization of this product.
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 Deployment Guide first.
Gplus Adapter 7.5 for SAP ICI Multi-Channel Deployment Guide.
The Genesys Migration Guide contains a documented migration strategy for each software release. Please refer to the applicable portion of this guide or contact Genesys Customer Care for additional information.
The Genesys Licensing Guide contains information about the licensing requirements for this software. Please refer to the applicable portion of this guide or contact Genesys Customer Care for additional information.
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 Genesys Documentation 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.