Release Note

Contents

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is no longer an affiliate of Alcatel-Lucent; any indication of such affiliation within Genesys products or packaging is no longer applicable.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 8.0 releases of Gplus Adapter for SAP ICI Multi-Channel (the Adapter).

• 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.
• 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 about third-party software used in this product, see the Read Me. Contact your Genesys Customer Care representative if you have any questions.

Supported Operating Systems

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 or modifications:

The Adapter now correctly handles incoming connections from SAP. Previously, on occasion, the Adapter stopped accepting an incoming connection from SAP and so stopped functioning properly. In this scenario, the only way to resolve this was to restart the Adapter. (GPS-3225)

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.

• Supports OpenJDK 8 and Oracle Java 8 Developer's Kit (JDK). See the Prerequisites section on the Gplus Adapter for SAP ICI Multi-Channel page in the Genesys Supported Operating Environment Reference Guide for more detailed information and a list of all prerequisites. (GPS-3208)

Corrections and Modifications

This release includes the following corrections and modifications:

The Adapter no longer consumes excessive memory by keeping agent sessions in an active state if multiple sessions for the same user exist on the SAP side and are being processed by the Adapter simultaneously. Previously, this scenario might have caused a memory leak, which might have led to the Adapter shutting down unexpectedly. (GPS-3210)

The Adapter now correctly applies the agent's nickname if the chat auto-answering feature is enabled and and the nickname is specified in the related configuration option in the GPMC_Chat section. Previously, in this scenario, the adapter sent the agent's Employee ID instead. (GPS-3216)

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.

• Ability to specify which blended work modes are not sent to SAP, and thus won't appear in the agent's Work Modes selection box. For details, see Configuring which Work Modes are sent to SAP in the Supplement to the Gplus Adapter 8.0 for SAP ICI Multi-Channel Deployment Guide.

• Support for TLS 1.2.

• Support Windows Server 2016. See the Gplus Adapter for SAP ICI Multi-Channel page in the Genesys Supported Operating Environment Reference Guide for more detailed information and a list of all supported operating systems.

Corrections and Modifications

This release includes the following corrections and modifications:

The Adapter now correctly reschedules outbound Calls. Previously the Outbound Record wasn't updated correctly in the Outbound database and as a result the rescheduled call wasn't initiated. (GPS-3135)

The Adapter now correctly performs the switchover to the primary or the backup Configuration Server. Previously, the Adapter treated host names with case sensitivity rather than case insensitivity, which resulted in a failed switchover. (GPS-3191)

The Adapter now correctly handles incoming connections from SAP. Previously, on occasion, the Adapter stopped accepting an incoming connection from SAP and so stopped functioning properly. In this scenario, the only way to resolve this was to restart the Adapter. (GPS-3204)

The Adapter now functions as expected if the Workmodes_out_of_sync resource doesn't exist in the gp_resources.properties file. Previously under this condition, the agent couldn't continue working after logging into SAP. (GPS-3200)

Top of Page

Supported Operating Systems

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 or modifications:

The Adapter now distributes a call to the appropriate agent, in the scenario described below, if the Free Seating feature is enabled and the following Prerequisites are met:

• Free Seating is enabled with the Configuration Server option GPMC_Common/workcenterIdType = 100.
• Two agents, Agent1 and Agent2, are configured.
• Two places are configured with its own DN:
  • Place1: DN1
  • Place2: DN2

1. Agent1 logs into Place1.
2. Agent1 closes the browser because it is nonresponsive. As a result, the Adapter doesn't detect a logout and identifies Agent1's session as still active on DN1.
3. Agent1 logs into Place2.
4. Agent2 logs into Place1.
5. Someone (a customer or an internal user) places a call to DN1. The call is distributed only to Agent2.

Previously in this scenario, when someone called DN1, the call was distributed to Agent1 and Agent2. (GPS-3195)

Top of Page

Supported Operating Systems

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 or modifications:

The Adapter now correctly handles User Presence Statuses Mapping options from gp_resources.properties. Previously the Adapter might have reported an incorrect status to SAP. (GPS-3178)

Top of Page

Supported Operating Systems

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 or modifications:

The Adapter now correctly restores the Voice channel status after Wrap Up to the last Voice Channel status before Wrap Up. Previously, the Adapter restored Voice channel status to Not Ready in this scenario. (GPS-3143, GPS-3151, GPS-3160)

Top of Page

Supported Operating Systems

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 or modifications:

The Adapter now starts as a service if the Media Routing component is deployed and configured appropriately. Previously in this scenario, the Adapter could not be started as a Windows service. (GPS-3147)

Top of Page

Supported Operating Systems

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 or modification:

In the Adapter, ReasonCodeDescription now contains the correct description string. Previously, it contained an XML encoded string. (GPS-3131)

Top of Page

Supported Operating Systems

New in This Release

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

• The Adapter automatically adds current queues when an agent logs in, making it compatible with SAP Note 2216497. Previously, the Adapter expected SAP to set all available queues as current queues. (GPS-3114)

Corrections and Modifications

This release does not include any corrections or modifications.

Top of Page

Supported Operating Systems

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 now sends correct notification messages to SAP about recent posts in a chat session if those posts contain special characters not supported in XML. Previously, if the post contained those special characters, the Adapter sent a malformed notification message. (GPS-3094)

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 of SIP Business Continuity (two data centers each with primary/backup SIP Servers) using the new Gplus SAP ICI Proxy component.

• Support of the hold capability (107) and the toggle capability (109) between a hold and a connected call for a consultation call on Cisco Unified Communications Manager.

• A new enableTextMessages option allows you to disable Text messages, which are supported by the latest SAP CRM system. This option is useful if you are running a CRM that does not support text messages. The option control the ability to enable or disable Text messages in the userChanged event sent to SAP.

  enableTextMessages
  Section: GPMC_Common
  Default Value: 1
  Valid Values: 0, 1
  Changes Take Effect: After restart
  

  The option allows you to enable or disable text messages in the userChanged event sent to SAP. When set to 1 (the default), the Adapter sends the Text messages in the userChanged event to SAP (with some exceptions, for example, when work modes are not synced between the Adapter and a media server like T-Server). When set to 0, the Adapter does not send the Text messages in the userChanged event to SAP.

  (GPS-3074)

• Additional information about log file configuration was added to the Supplement to the Gplus Adapter 8.0 for SAP ICI Multi-Channel Deployment Guide (access requires sign on through the Customer Care website).

Corrections and Modifications

This release includes the following corrections and modifications:

Adapter now correctly logs out a agent from a place, such that a second agent can log into the same place. Previously, Adapter did not properly log out the first agent when the session ended, if the agent was using an email or chat channel on the agent's place, preventing the second agent from logging into the place.(GPS-3056)

Adapter now correctly sets the media channel to the correct modes if the workmode is changed to mixed. Previously, under some conditions, when changing the workmode to mixed (for example, Voice Ready or Email Not Ready), the Adapter set the media channel to the wrong modes. For example, Adapter would set voice to not ready or email to ready respectively. (GPS-3083)

Top of Page

Supported Operating Systems

New in This Release

There are no restrictions for this release.This release does not contain new features or functionality.

Corrections and Modifications

This release includes the following corrections and modifications:

The Adapter no longer consumes excessive memory by keeping agent sessions in an active state after the sessions have ended. (GPS-3055, GPS-3029)

The Adapter now correctly logs agents out when their sessions end. Previously, the Adapter did not log agents out when their sessions ended, which prevented the creation of new sessions for those agents. (GPS-3056)

Top of Page

Supported Operating Systems

New in This Release

This is a hot fix for this product. This release contains the following new features or functionality:

• The Adapter enables control of scheduled calls. When a call is received, the new communications item is created in SAP. Two buttons, Accept and Reject, will be available and blinking. When you press the Accept button, a new Outbound call is created. When you press the Reject button, a Scheduled call will be either Rejected or Canceled. The new rejectBehavior configuration option enables this functionality.

  rejectBehavior
  Section: GPMC_Outbound
  Default Value: 0
  Valid Values: 0, 1
  Changes Take Effect: After restart

  When set to 0 (the default), the Adapter sends the RecordReject request to Outbound Contact Server. When set to 1, the Adapter sends the RecordCancel request to Outbound Contact Server.

  (GPS-3037)

• The Adapter provides the ability to enable or disable attributes in User Data that are sent to SAP. The new enableCADAttributes configuration option enables this functionality.

  enableCADAttributes
  Section: GPMC_Common
  Default Value: 1
  Valid Values: 0, 1
  Changes Take Effect: After restart

  When set to 1 (the default), the Adapter sends the attributes (such as KVTypeInt) along with the tags in the User Data XML to SAP. When set to 0, the Adapter does not send those attributes in the User Data XML to SAP.

  The algorithm of User Data processing is changed to the following:

  • If the User Data value is an integer in Genesys User Data, and, if the value received from SAP can be converted to an Integer, then it is converted and sent to Genesys.
  • If the User Data value is an integer in Genesys User Data, and, if the value received from SAP cannot be converted to an Integer, then it is sent to Genesys as a String.

  If the existing attached data value type received from SAP was changed to the String type, and after that it was updated to the Integer type on the Genesys side, then it will be represented in the Adapter as the Integer type.

  (GPS-3030)

Corrections and Modifications

This release includes the following corrections and modifications:

If a T-Server converts the ReasonCode value set by the Adapter in the TExtensions from the original numeric representation to a String, the Adapter now handles the String value correctly. Previously, in this scenario, the Adapter did not report Not Ready events to SAP. (GPS-3049)

The Adapter no longer sends the RecordProcessed request after the outbound call was released by the non-outbound agent (the agent that is not in the outbound Agent Group). Previously, this resulted in a stuck outbound call. (GPS-3044)

The inbound agent UI no longer becomes stuck while processing a transferred outbound call. (GPS-3041)

The Adapter now correctly handles dynamic updates to the GPMC_Server\subscriptionTime option. The modified value will be applied within a period of time that is less than the previous value of the option. For example, if the value is changed from 120,000 to 60,000, the new value will be applied after less than or equal to 120,000 milliseconds. (GPS-3039)

The Adapter is now able to initialize a connection to Stat Server during startup. Previously, because the packagedstatisticsdeprecated.jar file was stored in the Adapter classpath, the Adapter did not connect to Stat Server, and, as a result, it could not obtain agent statistics. (GPS-3033)

The typo in the option name enableAgentMailboxes in the GPMC_Email section has been fixed. (GPS-3032)

Top of Page

Supported Operating Systems

New in This Release

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

• 8.0.2 release of the Adapter requires 64-bit Java.

• The agent name can now be configured for a chat session. The nickname configuration option in the GPMC_Chat section enables this feature. See Configuring the Agent Name for Chat Sessions for details. (GPS-2958)

• The Adapter now lets an agent (or supervisor) handle Quality Assurance (QA) Review emails in the SAP UI. The qaReviewReject configuration option in the GPMC_Email section enables this feature. See Changes to Quality Assurance Review Functionality for details.

• The Adapter supports the following SAP Agent Dashboard operations: switching channels on or off during an agent session and changing the queue that an agent is logged into. See SAP Agent Dashboard for details. (GPS-2960)

• The Adapter can now reschedule a callback for calls that are received when an agent is not able to accept the call (for example, if they are not ready or are handling another call). The rescheduleDelay configuration option in the GPMC_Outbound section enables this feature. See Working with Outbound Personal Callbacks for details. (GPS-3027)

• The Adapter lets you disable agent mailboxes, which prohibits agents from sending emails to other agents. The enableAgentMailboxes configuration option in the GPMC_Email section enables this feature. See Disabling Agent Mailboxes for details. See also known issue GPS-3032. (GPS-3001)

• Improved support of presence for Nortel. (GPS-2957)

• Support for the following operating systems. See the Genesys Supported Operating Environment Reference Guide for more detailed information and a list of all supported operating systems.

  • Windows Server 2012 64-bit native
  • Red Hat Enterprise Linux AP 64-bit x86 7

• Support for Java 7 64-bit or later.

Corrections and Modifications

This release includes the following corrections and modifications:

The Adapter now provides all data that is attached to the call. Previously, the Adapter did not provide the gplus-analytics-id key-value pair in the attached data of a recently answered item. (GPS-2953)

The Linux version of the Gplus Media Routing for the SAP installation wizard now correctly updates the sapadapter.properties file. For the adapter to function correctly, the iWD.PrefixRoutingAttributes = ROUTE_ATTRfeature.set.MediaRouting=com.genesyslab.gplus.sap.ici.misc.ICIRoutingFeatureSet string should be divided into two strings, as follows:

• iWD.PrefixRoutingAttributes = ROUTE_ATTR
• feature.set.MediaRouting=com.genesyslab.gplus.sap.ici.misc.ICIRoutingFeatureSet

(GPS-2906)

Top of Page

Supported Operating Systems

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 following updates are made to RecordProcessed processing:

• The Adapter now sends RecordProcessed when call processing is complete or when it is requested. Previously, the Adapter sent RecordProcessed for seized outbound calls if the call record was updated with a customer number.

• The Adapter now sends RecordProcessed when the main call processing is complete or when it is requested. Previously, the Adapter sent RecordProcessed if a user initiated a consultation call by completing a transfer, a conference, or reconnecting to the main call.

  (GPS-2989)

The Adapter now sends incoming email notifications immediately. Previously, the Adapter would delay the sending of incoming email notifications by approximately one minute. (GPS-2996)

Top of Page

Supported Operating Systems

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 and modification:

The Adapter now sends telephony events to SAP without delay. Previously, there was sometimes a delay of up to one minute before telephony events were received by SAP. (GPS-2948)

Top of Page

Supported Operating Systems

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 and modification:

The Adapter is now able to start as a Windows service. (GPS-2927)

Top of Page

Supported Operating Systems

New in This Release

This is a hot fix for this product. This release contains the following new features or functionality:

• The Adapter now supports multiple area-code values for outbound call number translations. This functionality allows you to specify additional area codes that are processed in the same manner as the primary area code. To support this functionality, the following configuration option is added to the call-number-translator section:

  alternative-area-codes
  Default Value: Empty value
  Valid Value: Any comma-separated list of digits
  Changes Take Effect: Immediately

  This value specifies a comma-separated list of alternative area codes.

  (GPS-2902)

Corrections and Modifications

This release includes the following corrections and modifications:

The Adapter now connects properly to a T-Server that did not have a connection to the switch when the Adapter was first initializing. Previously, in this scenario, the Adapter would not connect properly to the T-Server, even after the connection between the T-Server and the switch was restored. (GPS-2910)

The Adapter now correctly handles agent logins if the Standard Response is modified during startup. Previously, in this scenario, an exception was thrown. (GPS-2917)

Top of Page

Supported Operating Systems

New in This Release

This is a hot fix for this product. This release contains the following new features or functionality:

• Support for Linux. (GPS-2893)

  Note: If installing on the 64-bit version of Red Hat Enterprise Linux AS 6, you must first install standard compatibility packages from Compatibility Libraries. These packages have generic names, such as compat-glibc*, compat-libstdc+*, libstdc+*, and so on.

• The length of the gplus-analytics-id key is now 32 symbols. Previously, it was between 28 and 36 symbols. (GPS-2894)

• The Adapter now requires an installed J2SE Runtime Environment (JRE) or J2SE Software Development Kit (SDK) v1.7.0_0 (or later) on the computer that is running the Adapter. (GPS-2901)

Corrections and Modifications

This release includes the following corrections and modifications:

The Adapter will not overwrite call attached data written by external applications (for example, post routing actions) when adding the gplus-analytics-id key on call arrival. Previously, the Adapter could overwrite changes to call attached data written by external applications. (GPS-2884)

Agents can now log into the system if the current DN configuration is not stored in the adapter. Previously, an error was generated during login if an outdated system configuration was stored in the adapter. (GPS-2883)

For a Nortel PBX, only the extension DN associated with an agent place is returned for UserPresence response. Previously, the complete list of available DNs was returned. (GPS-987)

For versions 8.0.100.07 and higher, UserPresence.State.Policy is defined as follows:

UserPresence.State.Policy = com.genesyslab.gplus.sap.presence.user.voice.policy.NortelStateCalculationPolicy.java

Top of Page

Supported Operating Systems

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 now correctly handles the execution of telephony events. Previously, if data was attached to a call prior to dialing the phone number, there could be a delay before the event was delivered to SAP. (GPS-2881, GPS-2872)

The Adapter now correctly handles writing server log files using Message Server. Previously, the Adapter did not start and generated the Unable to initialize application error message. (GPS-2862)

[NEW] Your system no longer terminates unexpectedly, if you are running a version of the Xerces library that is compatible with a Java API for XML Processing (JAXP) implementation for Java versions prior to 1.5 at the same as using a version of Java later than 1.5. (GPS-2866)

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 Windows Server 2012 (64-bit) R1 or R2.

• Support for cmsPing messages. (ER# 323311726, GPS-970)

• Improved handling of the e-mail domain configured for contact center agents. (ER# 323311721, ER# 323248905, GPS-969, GPS-958)

• Supports for routing outbound e-mails from agents to supervisors for QA review. The new functionality is applicable only for agents that have the appropriate skill. The following two new configuration options, which are set in the GPMC_Email section, are added to support this functionality:

  qaReviewSkillName
  Default Value: No default value
  Valid Value: Any valid skill name or empty string
  Changes Take Effect: After restart

  Stipulates that all outgoing e-mails from agents that have the specified skill set are sent for a QA review before they are sent out. If the value of this option is set with a valid skill name, then when an agent who is configured with that skill name, level N, sends an outbound e-mail and the following key-value pair is attached to the interaction: GPlus_QAReviewSkill=N. Use this key-value pair to route the interaction to a QA reviewer or to send the e-mail to a recipient.

  Note: N is the skill level that is configured for the agent in Configuration Manager for the specified skill. Use the key-value pair to route the interaction to a QA reviewer or to send the e-mail to the recipient.

  qaReviewRejectQueue
  Default Value: No default value
  Valid Value: Any string that matches the name of an existing Interaction Server queue or an empty string
  Changes Take Effect: After restart

  Defines the queue in which QA review e-mails that are assigned to agents that work through the Adapter are added. If a queue name is not provided, the Adapter puts the QA review e-mails back in their original queue.

  The e-mail routing strategy must be extended with a new branch for routing outbound emails for QA review based on a specific UserData attribute (key-value pair: GPlus_QAReviewSkill=N).

  Limitations:

  • Supervisors/team leads must use Genesys Desktop or Interaction Workspace for reviewing the emails selected for QA review.
  • Supervisors/team leads are able to review, edit, and accept e-mails.
  • Supervisors/team leads are not able to reject emails to send them back to the agents for rework.
  • The Adapter does not notify SAP about the QA review emails (they are placed into the queue configured by the options in the Options tab of the Application object).

  (ER# 323311721, ER# 323273171, ER# 323248900, GPS-971, GPS-969, GPS-953)

• Support for the auto-answering of the following incoming interactions: voice, e-mail, and chat. (ER# 323311646, ER# 323268501, ER# 323210481, GPS-967, GPS-956, GPS-954)

• Improved multiline support of the agent presence status for the Nortel switch. (ER# 323311641, ER# 311203177, GPS-2772, GPS-2769)

• Support for Windows Hyper-V Server 2012. (ER# 323311636, ER# 323311611, GPS-965, GPS-962)

• Support for the logoutOnSessionDestruction configuration option which provides the Adapter with improved inactivity timeout sessions. This option is set in the GPMC_Common section.

  logoutOnSessionDestruction
  Default Value: 1
  Valid Values: 0 (zero)—Off, 1—On
  Changes Take Effect: After restart

  Enables or disables the automatic logout of agents while destroying all of the data associated with that agent session—for example, after the expiration of an agent session timeout.

  • If the value of this option is set to 0 (zero), the Adapter does not automatically send a logout request.
  • If the value of this option is set to 1, the Adapter logs out an agent from every agent channel when ending an agent session.

  (ER# 323311616, ER# 306873421, GPS-2760)

• Support for recording control of SIP calls. (ER# 323311606, ER# 323311601, GPS-961, GPS-960, GPS-922)

• Support of BroadSoft BroadWorks. (ER# 323273201, GPS-977)

• Support for more conference calling with voice with more than three participants. (ER# 323192699, GPS-947)

• The Adapter now works in a persistent connection mode unless a connection:close connection directive is explicitly stated in the request's HTTP header. Previously, the Adapter started in persistent communication mode only, if the request's HTTP header contained a connection:keep-alive connection directive. (ER# 318953901, GPS-2771)

• Support for improved handling of wrap-up in automatic and manual modes. The following two new configuration options, which are set in the GPMC_Voice section of the Adapter Application object, were added to support this functionality:

  allowWrapUpForConsultCalls
  Default Value: 0 (zero)
  Valid Values: 0, 1
  Changes Take Effect: After restart

  Specifies whether the Adapter allows an agent to have a wrap-up time period as the post-call activity on each call within a consultation call pair.

  • If the value of this option is set to 0 (zero), the Adapter rejects an agent’s request to have wrap-up time for a consultation call, if the agent has the active device on a call-paired consultation call.
  • If the value of this option is set to 1, the Adapter allows an agent’s request for wrap-up time for each call within a consultation call.

  Note: Ensure that your SAP system supports this behavior.

  allowWrapUpForInternalCalls
  Default Value: 1
  Valid Values: 0 (zero), 1
  Changes Take Effect: After restart

  Specifies whether the Adapter allows an agent to have a wrap-up time period as the post-call activity on internal calls (calls that take place within the contact service center).

  • If the value of this option is set to 0 (zero), the Adapter rejects an agent’s request for wrap-up time after an internal call is completed.
  • If the value of this option is set to 1, the Adapter allows an agent’s request for wrap-up time after an internal call is completed.

  (ER# 304572047, GPS-813)

Corrections and Modifications

This release includes the following corrections and modifications:

The dispatcher.war file was removed from the Addon folder in the IP. Previously, if this file was installed, it would cause an error message in the Gplus log file. (ER# 324777484, GPS-2851, GPS-2850)

You can now end the wrap-up session without using the SAP WebClient's End button by configuring the readyOnWrapUpReaction option set in the GPMC_Voice section:

readyOnWrapUpReaction
Default Value: 0 (zero)
Valid Values:

Specifies whether or not the Adapter automatically drops all voice communication items in the Wrap-Up state when an agent is switched to the Ready work mode. If the value of this option is set to 2, the Adapter rejects any Ready requests on the voice channel if the agent has any wrap-up communication items.

Note: This option replaces the endWrapUpOnReady option. (ER# 323210486, GPS-957)

The agentEmailDomain and transferEmailBox options are now case-insensitive. Previously, the case sensitivity of these options sometimes led to issues in routing emails. (ER# 322444428, GPS-941)

The Adapter now supports both the HTTP/1.0 and HTTP/1.1 application protocols for communication (the keepAlive aspect) with the following limitations:

• For HTTP/1.0, the connection must be closed, if not otherwise exactly specified.
• For HTTP/1.1, the connection must be treated as keepAlive, if not otherwise exactly specified.

(ER# 320321898, ER# 319743828, GPS-902)

Top of Page

Supported Operating Systems

New in This Release

This is a hot fix for this product. This release contains the following new features or functionality:

• The Adapter now works in keep-alive mode (persistent HTTP connections), unless Connection:close is explicitly stated in the request header. Previously, the Adapter used persistent communication only if a request contained the Connection: keep-alive header. (ER# 318953901)

• The Adapter now only reports DNs of the following types as the Virtual Queues in the getAttributes request response: Extension, ACD Position, ACD Queue, Routing Point, ExtRoutingPoint, Routing Queue, VoIP, VoIPService. All other DN types are ignored. (ER# 312175441)

Corrections and Modifications

This release includes the following corrections and modifications:

The Adapter now correctly works with e-mail addresses that contain a . (dot) character as part of the user name. Previously, such e-mail addresses were treated as a malformed e-mail address. (ER# 318506033)

The Adapter now adds the GSW_CALLING_LIST attribute to the RecordProcessed event sent to the Genesys Outbound Server. Previously, this attribute was omitted in requests that produced errors from the Genesys Outbound Server. (ER# 317902513)

The Adapter now suppresses the log message, Discarding IslibEventCurrentAgentStatus because version is < 7.1 or >= 7.5 when using Interaction Server 7.6 and higher. Previously, migration to Interaction Server 7.6 or higher could result in numerous debug log messages. (ER# 315919811)

Top of Page

Supported Operating Systems

New in This Release

This is a hot fix for this product. This release contains the following new features or functionality:

• The Adapter now supports the ability to simultaneously update custom field values, execute outbound calls, and set call result operations. To use this functionality, you must customize the SAP application (the SAP GUI for editing the custom fields values and the customization of the XML-requests generated in the rescheduling dialog). (ER# 314553173)

• The default value for the allowWrapUpForConsultCalls configuration option is modified. The Adapter now supports the default value of 0 (zero). (ER# 304572047)

Corrections and Modifications

This release includes the following corrections and modifications:

The Adapter now correctly displays the agent presence status as Available for the entire time that the agent is logged in. Previously, the Adapter displayed the incorrect agent presence status for the Nortel switch.

To instruct the Adapter to use the Nortel switch-specific calculations for the agent presence status, do the following:
In the gp_resources.properties file, uncomment the following line by removing the # (pound) sign at the beginning of the line:
UserPresence.State.Policy = com.genesyslab.gplus.sap.core.presence.user.voice.policy.NortelStateCalculationPolicy

(ER# 314739678)

Top of Page

Supported Operating Systems

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 now correctly handles e-mails with multiple e-mail addresses in the To: line. Previously, the Adapter did not deliver these e-mails and returned an error message while using the getContent() operation in some environments. (ER# 313016920)

The Adapter now correctly handles e-mails with an empty value in the subject line. Previously, the Adapter did not deliver these e-mails and returned an error message while using the getContent() operation in some environments. (ER# 312765635)

Now, when the allowWorkOnLoggedinPlace option is enabled, the Adapter correctly logs in a second agent on a currently occupied Place. Previously, the Adapter was unable to process these login requests. (ER# 312724309, ER# 310737506)

The Adapter now provides the correct integer value for the ChannelType parameter in a containerChanged event as stated in the ICI specifications. Previously in this scenario, the Adapter provided a string value for the ChannelType parameter. (ER# 312001957)

The Adapter now correctly routes ringing outbound calls. Previously, the Adapter did not inform the SAP system about these calls. (ER# 311579251)

Top of Page

Supported Operating Systems

New in This Release

This is a hot fix for this product. This release contains the following new features or functionality:

• The Adapter now supports the configuration option, logoutOnSessionDestruction, which enables the automatic logout of agents when ending an agent session—for example, after the expiration of a session timeout. This configuration option is set in the GMPC_Common section of the Adapter Application object.

  logoutOnSessionDestruction
  Default Value: 1
  Valid Values: 0 (off), 1 (on)
  Changes Take Effect: Immediately

  If this option is set to a value of 0 (zero), the Adapter does not automatically send out a logout request. If this option is set to a value of 1, the Adapter logs off the agents from every agent channel when ending an agent session.

  (ER# 306873421)

• The Adapter now supports the configuration option, allowWrapUpForInternalCalls, to allow or reject an agent's request for wrap-up (after-call work or ACW) time after an internal call is completed. This configuration option is set in the GPMC_Voice section of the Adapter Application object.

  allowWrapUpForInternalCalls
  Default Value: 1
  Valid Values: 0 (off), 1 (on)
  Changes Take Effect: Immediately

  If this option is set to a value of 0 (zero), the Adapter rejects an agent's request for wrap-up time after an internal call is completed. If this option is set to a value of 1, the Adapter allows an agent's request for wrap-up time after an internal call is completed.

  (ER# 304572047)

• The Adapter now supports the configuration option, allowWrapUpForConsultCalls, to allow or reject an agent's request for wrap-up (after-call work or ACW) time on each call within a call-paired consultation call. This configuration option is set in the GPMC_Voice section of the Adapter Application object.

  allowWrapUpForConsultCalls
  Default Value: 1
  Valid Values: 0 (off), 1 (on)
  Changes Take Effect: Immediately

  If this option is set to a value of 0 (zero), the Adapter rejects an agent's request for wrap-up time for a consultation call, if the agent has the active device on a call-paired consultation call. If this option is set to a value of 1, the Adapter allows an agent's request for wrap-up time for each call within a consultation call.

  (ER# 304572047)

• The Adapter now allows multiple requests to switch the agent workmode to wrap-up while the agent is still in ACW time. If configured to do so, the Adapter resends a NotReady request (with a reason code) and an AfterCallWork attribute value, depending on the Adapter configuration. (ER# 304062231)

Corrections and Modifications

There are no corrections or modifications in this release.

Top of Page

Supported Operating Systems

New in This Release

There are no restrictions for this release. This release does not contain any new features or functionality.

Corrections and Modifications

This release includes the following corrections and modifications:

The Adapter now correctly writes the following log message: Dn [xxxx] is duplicated! Please, check your CME in scenarios where the configuration options rerouteDirectCallAddress and/or rerouteQueueCallAddress specify a DN with a non-unique name in Configuration Manager. These two configuration options are set in the GPMC_Voice section of the Adapter's Application options. Previously in this scenario, the Adapter failed to start and wrote the following log message: Dn [xxxx] is unknown.

The general behavior of the Adapter has not changed with this correction as the Adapter still stops the startup process by writing a related FATAL message in the log.

(ER# 302251015)

The Adapter now correctly translates outgoing internal phone numbers under the following conditions:

• If the outbound-optimization configuration option is set to 1. This option is set in the call-number-translator section of the Adapter's Application options.

• If the outbound-idd-substitute configuration option is set to 1. This option is set in the call-number-translator section of the Adapter's Application options.

Previously, the Adapter incorrectly translated the outgoing internal phone numbers.

(ER# 300539445)

The Adapter now correctly accepts incoming connection requests when under heavy load conditions. Previously, the Adapter may have rejected incoming connection requests when under these conditions. (ER# 299937625)

Top of Page

Supported Operating Systems

New in This Release

There are no restrictions for this release. This section describes new features that were introduced in this initial 8.0 release of Gplus for SAP ICI Multi-Channel.

• Outbound call rescheduling
• Adapter can now handle multiple other customer requests for Outbound Contact Server (OCS) calls, such as DoNotCall, Cancel, Reject, and Update Call Completion Status
• Agents can now handle up to six concurrent interactions, including mixed interactions, such as voice/chat/e-mail
• Improved handling of workmodes specifically, applying Wrap-Up workmode for voice media only
• Improved logging
• Support for Outbound Active Switch Matrix (ASM) mode
• Support for Network-Attended Transfer and Consultation (NAT/C) for voice calls
• Support for load balanced instances of large deployments
• Support for SAP v7.0 Enhanced Pack 1 (eHP1, also known as v7.01)
• Support for SAP ICI v3.07.
• Support for Genesys WebChat with the SAP Chat User Interface (UI), including agent controls and transcript handling

Corrections and Modifications

This release includes the following corrections and modifications:

The Adapter's Queue Presence feature now correctly handles the LoggedIn and Ready statistics. Previously, these statistics were not updated and were equal to 0 (=0) in the queue. (ER# 272714501)

The Adapter can now exceed the timeout limit when processing EventRinging events without delays. Previously in this scenario, delays would occur when the 60 second timeout limit was exceeded. (ER# 245959104)

The Adapter's enhanced thread management process prevents errors from occurring when an agent logs in. Previously, the process dedicated one thread per agent or event, which could sometimes cause OutOfMemory errors to occur. (ER# 255473822)

The Adapter now sends only one NotReady(ACW) request when the automaticWrapUpMode configuration option is set to 1 and the forceChangeWorkmodeRequest configuration option is set to 0. Previously in this scenario, the Adapter sent two NotReady(ACW) requests. (ER# 269643433)

The Adapter now reconnects to the backup Configuration Server when failover occurs. Previously in this scenario, the Adapter would not reconnect to the backup if it was started as a Windows service. (ER# 283187607)

Top of Page

Known Issues and Recommendations

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

There is a typo in the option name enableAgentMailboxes in the GPMC_Email section. For the option to work, change the option name to enableAgentMaiboxes. (GPS-3032)

The Adapter is unable to initialize a connection to Stat Server during startup. This prevents the Adapter from correctly detecting who is logged in to the place.

Workaround: After the Adapter is installed, go to the >lnstallation_folder>\lib folder, delete the file packagedstatisticsdeprecated.jar, and start the Adapter. (GPS-3033)

The Adapter does not connect properly to Stat Server during startup.

Workaround: To allow the Adapter to connect properly to Stat Server during startup, go to the lib folder in the Adapter installation directory and delete the packagedstatisticsdeprecated.jar file. (GPS-2923)

The Linux version of the Gplus Media Routing for the SAP installation wizard incorrectly updates the sapadapter.properties file. For the adapter to function correctly, the iWD.PrefixRoutingAttributes = ROUTE_ATTRfeature.set.MediaRouting=com.genesyslab.gplus.sap.ici.misc.ICIRoutingFeatureSet string should be divided into two strings, as follows:

• iWD.PrefixRoutingAttributes = ROUTE_ATTR
• feature.set.MediaRouting=com.genesyslab.gplus.sap.ici.misc.ICIRoutingFeatureSet

(GPS-2906)

The Adapter can start only if the msgServerVerbose option is set to none. If this option is set to any other value, the Adapter does not start and generates the Unable to initialize application error message instead.

Workaround: Set the value of the msgServerVerbose option to none. (GPS-2862)

A consultation call created by the hardphone leads to the creation of an additional Interaction tab in the SAP WebClient interface due to restrictions on the SAP side. (GPS-848, ER# 314007918)

Your system might terminate unexpectedly, if you are running a version of the Xerces library that is compatible with a Java API for XML Processing (JAXP) implementation for Java versions prior to 1.5 at the same as using a version of Java later than 1.5.

Workaround: Install the latest xercesImpl.jar file, if you are running Java version 1.5 and later. (GPS-2866)

The operating system displays a warning message (The process terminated unexpectedly) and stops the Adapter by using the administrative tools from the Microsoft Management Console (MMC). (GPS-810, ER# 303169344)

Because of a limitation with Rockwell Spectrum T-Servers, the Adapter does not provide a full list of participants after a conference with external parties is established. (ER# 292419945)

When an agent is in the Not Ready state with a reason code of 1, the Adapter cannot switch the agent directly into the Not Ready state with any other reason code. To avoid this issue, use one of the following workarounds:

Workarounds:

• If possible, do not use a reason code of 1 for the Not Ready state.
• Switch the agent from Not Ready with a reason code of 1, to Not Ready with no reason code, and then, to Not Ready with any other reason code.

(ER# 292326496)

The Adapter does not support Stat Server in high-availability (HA) mode. (ER# 291880521)

If the agent properties are changed in Configuration Manager while an agent is logged in to the Adapter, the Adapter must be restarted before the agent logs in again. Otherwise, the Adapter cannot work with the agent. (ER#s 287463714, 287976941)

The Adapter does not report to SAP when a call is completed, if the agent has executed a re-login procedure during an active call. (ER# 285970738)

Depending on the T-Server configuration settings, the SAP Web Client might 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)

The reason code 0 (zero) cannot be specified for a custom-defined workmode if it is transmitted in the Extensions attribute of a TRequest (sendReasonCodeInTExtensions = 1). However, it can be specified if it is transmitted in the Reasons attribute of TRequest (sendReasonCodeInTExtensions = 0).

When the Adapter is started as a Windows service, it does not apply the Java -Xss parameter. However, the Adapter's threading model has changed and it no longer produces large thread counts. Therefore, there is no need to apply the -Xss parameter. (ER# 268346001)

After the Genesys Local Control Agent (LCA) service is stopped and restarted, the Adapter state is not displayed correctly. In Genesys Solution Control Interface (SCI), the Adapter state is displayed as Stopped, but should be displayed as Running. (ER# 136360623)

The WarmTransfer operation can only be used on an active consultation call. To disable the WarmTransfer operation, use the Toggle operation on the consult call. (ER# 114529021)

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. For more information on discontinued support for operating environments and databases, see "Discontinued Support" in the Genesys Supported Operating Environment Reference Guide.

Windows Server 2003

32-bit Java

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 documentation related to this software is available from the Gplus Adapters page on the Genesys Documentation website, which can be accessed after sign-on through the Customer Care website.

• Gplus Adapter 8.0 for SAP ICI Multi-Channel Deployment Guide provides information about how to deploy and customize the Adapter.

• Supperment to Gplus Adapter 8.0 for SAP ICI Multi-Channel Deployment Guide] (access requires sign on through the Customer Care site)

• 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.

• 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.

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.

Top of Page