Release Note

Gplus Adapter for Siebel CRM Voice Component

7.2.x

Genesys Telecommunications Laboratories, Inc. © 2006–2011

Contents

Introduction

Release Number AIX HP-UX Linux Solaris Tru64 UNIX Windows
7.2.000.40 [10/23/09] – Hot Fix X     X   X
7.2.000.37 [10/03/08] – Hot Fix X     X   X
7.2.000.36 [09/19/08] – Hot Fix X     X   X
7.2.000.35 [07/25/08] – Hot Fix X     X   X
7.2.000.32 [04/15/08] – Hot Fix       X    
7.2.000.30 [01/04/08] – Hot Fix       X    
7.2.000.27 [10/01/07] – Hot Fix X     X   X
7.2.000.25 [07/18/07] – Hot Fix X     X   X
7.2.000.22 [04/05/07] – Hot Fix       X    
7.2.000.21 [03/12/07] – Hot Fix X     X   X
7.2.000.15 [01/12/07] – Hot Fix X     X   X
7.2.000.13 [09/22/06] – General X     X   X

Link to 7.1 Product Release Note
Known Issues and Recommendations
Discontinued Support
Internationalization
Additional Information


Introduction

This release note applies to all 7.2 releases of the Gplus Adapter for Siebel CRM Voice Component.

Note: Genesys follows applicable third-party redistribution policies to the extent that Genesys solutions utilize third-party functionality. Please contact your technical support representative if you have any questions.


Release Number 7.2.000.40 [10/23/09] – Hot Fix

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

The operating systems supported by this release are listed in the Contents section, above.

New in This Release

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

Corrections and Modifications

This release includes the following corrections and modifications:


Upon receipt of any combination of two CreateService or ReCreateService requests arriving concurrently from Siebel for agents configured on different Communication drivers, GenCommSrv continues to function properly. Previously in this case, GenCommSrv could experience a fatal error. (ER# 235578161)


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Release Number 7.2.000.37 [10/03/08] – Hot Fix

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

The operating systems supported by this release are listed in the Contents section, above.

New in This Release

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

Corrections and Modifications

This release includes the following corrections and modifications:


The Adapter did not process the Driver:InboundPartyContainer parameter, nor the Driver:OutboundPartyContainer for network calls. This problem has been fixed. (ER# 204431363)


After a Complete Conference request, the Adapter did not send a Siebel-enabled DeleteFromConference command if T-Server was configured without AttrributeOther... attributes support. For example, when the nso-other-dn-for-external option was set to true. This problem has been fixed. (ER# 197812011)


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Release Number 7.2.000.36 [09/19/08] – Hot Fix

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

The operating systems supported by this release are listed in the Contents section, above.

New in This Release

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

Note: Release 7.2.000.36 of Gplus Adapter for Siebel CRM Voice Component requires Gplus Communication Server for Siebel CRM release 7.2.000.36 or greater.

Corrections and Modifications

This release includes the following corrections and modifications:


Previously, it was not possible to perform two-step operations (for example, consult, conference, transfer) between different switches without using the Network T-Server (for example, using the call transfer capability of a local switch). This problem has been fixed. The new CTI profile configuration parameter Service:NetworkCallTransferMode was added to control two-steps operations' behavior. (ER# 192805088)


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Release Number 7.2.000.35 [07/25/08] – Hot Fix

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

The operating systems supported by this release are listed in the Contents section, above.

New in This Release

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

Corrections and Modifications

This release includes the following corrections and modifications:


Previously, if the Service:ReleaseCallOnAutoLogout option was set to TRUE in the Driver parameters section and there was an active call when the agent logged out of Siebel, then tried to log in to Siebel and to log in to CTI, the Adapter sent the following error message LogIn command cannot be executed. This problem has been fixed. (ER# 190314502)


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Release Number 7.2.000.32 [04/15/08] – Hot Fix

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

The operating systems supported by this release are listed in the Contents section, above.

New in This Release

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

Corrections and Modifications

This release includes the following corrections and modifications:


Previously, the Gplus Communication Server terminated unexpectedly when under a high network load while receiving a Response error or Delivery error. This problem has been fixed. It has also been corrected in the Gplus Communication Server for Siebel CRM component, version 7.2.000.33. (ER# 177653112, 179956126, 179518744)


CommSession Manager terminated unexpectedly whenever two agents tried to login or logout simultaneousely in a very short amount of time. This problem has been fixed. (ER# 177648085)


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Release Number 7.2.000.30 [01/04/08] – Hot Fix

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

The operating systems supported by this release are listed in the Contents section, above.

New in This Release

This is a hot fix for this product. This section describes enhancements (features) that were introduced in the 7.2.000.30 version of the Gplus Adapter for Siebel CRM Voice Component.

Corrections and Modifications

This release includes the following corrections and modifications:


Previously, the Adapter expected the Voice Callback Server to send a RequestCallbackReject request after the timeout defined by the call_preview_agent_ack_timeout option expired. Now, the Adapter sets its own timeout after receiving the callback preview record. If the callback preview is not accepted or rejected during this timeout, the Adapter automatically sends a RequestCallbackReject request. This timeout is only available when an automatic acknowledgement of the callback preview is disabled (Service:AcknowledgeOnEventVCBPreview=”FALSE”). The value of the timeout in milliseconds is defined by the Service:VCBPreviewAcknowledgeTimeout option, which has a default value of 0 (disabled). It is recommended to use a timeout with a value that is slightly less than the timeout value defined by the Voice Callback Server's call_preview_agent_ack_timeout option. (ER# 165869298)


Previously, the AgentID and ConnID attributes of the user event, generated by the VCBProcessed device command, could not be specified. Now with the VCBProcessed device command, you can specify the AgentID and ConnID attributes of the user event. The specification format is the same as that described for the SendUserEvent device command. (ER# 167503038)


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Release Number 7.2.000.27 [10/01/07] – Hot Fix

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

The operating systems supported by this release are listed in the Contents section, above.

New in This Release

This is a hot fix for this product. This section describes enhancements (features) that were introduced in the 7.2.000.27 version of the Gplus Adapter for Siebel CRM Voice Component.

Corrections and Modifications

This release includes the following corrections and modifications:


This release of the Genesys Gplus Adapter for Siebel CRM Voice component requires deployment of version 7.2.000.25 (or higher) of the Genesys Gplus Communication Server for Siebel CRM.


An inbound call received without the parameter VCB_RECORD_HANDLE but with other Voice Callback parameters in Attached data was treated (when answered) as a Voice Callback, and caused the Adapter and GenCommServer to stop running and stop processing calls. This problem has been fixed. Now, an inbound call received without the parameter VCB_RECORD_HANDLE but with other Voice Callback parameters in Attached data is treated as an inbound call. (ER# 149405260)


In the unsupported scenario when an agent first received an incoming call on one DN, then made either a Mute Transfer or initiated and completed a Two-Step Transfer to another DN on the same teleset (Place), the Adapter stopped running. This problem has been fixed. (ER# 151862782)


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Release Number 7.2.000.25 [07/18/07] – Hot Fix

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

The operating systems supported by this release are listed in the Contents section, above.

New in This Release

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

Corrections and Modifications

This release includes the following corrections and modifications:


This release of the Genesys Gplus Adapter for Siebel CRM Voice component requires deployment of version 7.2.000.25 (or higher) of the Genesys Gplus Communication Server for Siebel CRM.


Under high call volume, the Adapter left an excessive number of sockets in the TIME_WAIT state, which may have led to a Too many open files error. The relevant algorithm was optimized, which significantly reduces the number of sockets in the TIME_WAIT state. This problem has also been corrected in the the Genesys Gplus Communication Server, version 7.2.000.25. (ER# 136261871)


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Release Number 7.2.000.22 [04/05/07] – Hot Fix

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

The operating systems supported by this release are listed in the Contents section, above.

New in This Release

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

Corrections and Modifications

This release includes the following correction:


When the "Campaign Detail- Position" view was shown on the desktop using Siebel 7.7/7.8, the agent received the error message: "SBL-DAT-00474: Invalid operation while not in update mode" when "Create Response" was clicked to create a new Response, or when "Create Opportunity" was clicked to create a new Opportunity. This problem has been corrected. (ER# 115052964)


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Release Number 7.2.000.21 [03/12/07] – Hot Fix

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

The operating systems supported by this release are listed in the Contents section, above.

New in This Release

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

Corrections and Modifications

This release includes the following corrections and modifications:


This release of the Genesys Gplus Adapter for Siebel CRM Voice component requires deployment of version 7.2.000.21 (or higher) of the Genesys Gplus Communication Server for Siebel CRM.


When CommunicationDN was configured in Siebel Configuration, the communication service for the agent was not created, and the Communications Toolbar was inactive. This problem has been corrected in the Genesys Gplus Adapter for Siebel CRM Voice component, and also in the Genesys Gplus Communication Server, version 7.2.000.21.(ER# 108403112)


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Release Number 7.2.000.15 [01/12/07] – Hot Fix

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

The operating systems supported by this release are listed in the Contents section, above.

New in This Release

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

Corrections and Modifications

This release includes the following corrections and modifications:


This release of the Genesys Gplus Adapter for Siebel CRM Voice component requires deployment of version 7.2.000.18 (or higher) of the Genesys Gplus Communication Server for Siebel CRM.


Genesys Gplus Communication Server started spawning multiple threads and consumed 100% of resources for one CPU during handling of a voice call if more than one agent session was created for the same place (teleset), or if the same DN was configured on more than one place (an incorrect and unsupported configuration). This problem has also been corrected in the Voice Component. (ER# 100835001)


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Release Number 7.2.000.13 [09/22/06] – General

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

The operating systems supported by this release are listed in the Contents section, above.

New in This Release

There are no restrictions for this release. This section describes new features that were introduced in the initial 7.2 release of the Gplus Adapter for Siebel CRM Voice Component.

Corrections and Modifications

This release includes the following corrections and modifications that were made between release 7.1 or earlier releases and the initial 7.2 release:


The timer on the Siebel Communication toolbar did not start for all the work items created in the Preview mode. This included the Outbound Callback Server, Voice Callback, and Web Callback protocols. This problem arose when the interaction in question was an outbound call or callback. (ER# 28297845)


In Preview Dialing mode, the content of the Comments field on the Campaign Contact List/Overview screen was not saved automatically. Genesys recommended saving this record manually by pressing the key combination Ctrl+S. (ER# 65274)


If an agent received a web or voice callback request while on a call, the resulting pop-up would close the agent's existing work that was in progress. (ER# 25880843)


If an agent successfully made a voice callback request (and received the corresponding call), the activity did not contain a Start/End time both after the callback was received and after the callback was completed. (ER# 26976841)


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Known Issues and Recommendations

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


There is a known issue with a localized Siebel environment. See the Internationalization section, below.


The Adapter does not process the Driver:InboundPartyContainer parameter, nor the Driver:OutboundPartyContainer for network calls. (ER# 204431363)

Found In: 7.2.000.32 Fixed In: 7.2.000.37

After a Complete Conference request, the Adapter does not send a Siebel-enabled DeleteFromConference command if T-Server is configured without supporting AttrributeOther... attributes. For example, when the nso-other-dn-for-external option is set to true. (ER# 197812011)

Found In: 7.2.000.30 Fixed In: 7.2.000.37

The AgentID and ConnID attributes of the user event, generated by the VCBProcessed device command, cannot be specified. (ER# 167503038)

Found In: 7.2.000.27  Fixed In: 7.2.000.30 

The Adapter expects the Voice Callback Server to send a RequestCallbackReject request after the timeout defined by the call_preview_agent_ack_timeout option expires. (ER# 165869298)

Found In: 7.2.000.27  Fixed In: 7.2.000.30 

The Gplus Communication Server terminates unexpectedly when under a high network load while receiving a Response error or Delivery error. (ER# 179956126, 179518744, 177653112)

Found In: 7.2.000.26 Fixed In: 7.2.000.32

CommSession Manager terminates unexpectedly whenever two agents try to login or logout simultaneousely in a very short amount of time. (ER# 177648085)

Found In: 7.2.000.26 Fixed In: 7.2.000.32

An inbound call received without the parameter VCB_RECORD_HANDLE but with other Voice Callback parameters in attached data is treated (when answered) as a Voice Callback, and causes the Adapter and Genesys Communication Server to stop running and stop processing calls. (ER# 149405260)

Found In: 7.2.000.25  Fixed In: 7.2.000.27 

The Adapter does not support DNs that have an @ sign as a part of their name. (ER# 139952231)


Under high call volume, the Adapter leaves an excessive number of sockets in the TIME_WAIT state, which may lead to a Too many open files error. (ER# 136261871)

Found In: 7.2.000.22  Fixed In: 7.2.000.25 

An agent cannot make a consultative or conference call transfer between different switches without using a Network T-Server. For example, using the call transfer capability of a local switch that was implemented in version 7.1 of the Adapter.

Workaround:

  1. If an incoming call is a non-network call (for example, does not come from the Network T-Server), then a consultative or conference call transfer is made using a local switch transfer capability.
  2. For a network call, a new CTI profile configuration parameter Service:NetworkCallTransferMode is added. This parameter can be one of two possible values: Network(default) or Local. If the parameter value is Network, then the network call is transfered using the Network T-Server, otherwise it is transfered using the local switch transfer capability.

(ER# 19280508)

Found In: 7.2.000.21  Fixed In: 7.2.000.36 

In the unsupported scenario when an agent first receives an incoming call on one DN, then makes either a Mute Transfer or initiates and completes a Two-Step Transfer to another DN on the same teleset (Place), the Adapter stops running. (ER# 151862782)

Found In: 7.2.000.15  Fixed In: 7.2.000.27 

When the "Campaign Detail- Position" view is shown on the desktop using Siebel 7.7/7.8, the agent receives the error message: "SBL-DAT-00474: Invalid operation while not in update mode" when "Create Response" is clicked to create a new Response, or when "Create Opportunity" is clicked to create a new Opportunity. (ER# 115052964)

Found In: 7.2.000.15  Fixed In: 7.2.000.22 

When CommunicationDN is configured in Siebel Configuration, the communication service for the agent is not created, and the Communications Toolbar is inactive. (ER# 108403112)

Found In: 7.2.000.15  Fixed In: 7.2.000.21 

The Gplus Adapter for Siebel CRM sends the UserData attribute VCB_CALL_RESULT to T-Server as a string type. VCB_CALL_RESULT should be sent as an integer type. (ER# 271523744)

Found In: 7.2.000.13 Fixed In: 

Genesys Gplus Communication Server starts spawning multiple threads and consumes 100% of resources for one CPU during handling of a voice call if more than one agent session is created for the same place (teleset), or if the same DN is configured on more than one place (an incorrect and unsupported configuration). (ER# 100835001)

Found In: 7.2.000.13  Fixed In: 7.2.000.15 

When the Outbound Contact Solution (OCS) is running in the ASM mode, the corresponding work item is identified as Inbound call from <Internal port>. (ER# 62146128)

Found In: 7.2.000.13  Fixed In: 

When a campaign is running in Predictive Dialing mode and the option OCSEnableLogoutControl is enabled, logout problems may occur. If an agent's request for logout expires, and during the logout waiting time the agent receives a call, it is possible that the call processing time may overlap the predicted logout time and the agent is not logged out. Genesys recommends that you repeat the logout attempt after the call is processed. (ER# 56547209)

Found In: 7.2.000.13  Fixed In: 

With Siebel 7.7, when voice callback is in auto dial mode, if an agent receives a call associated with a callback, where the contact is found and the activity is created, after the agent clicks Interaction Done, the actual end time is displayed in the Planned Completion field. (ER# 56547199)

Found In: 7.2.000.13  Fixed In: 

After completing the call transfer originating from a callback request, the Cancel and Reschedule buttons, located on the Communication toolbar, are not disabled. (ER# 50631090)

Found In: 7.2.000.13  Fixed In: 

The simultaneous participation of agents in multiple campaigns, which was implemented in Outbound Contact 7.2, is not supported.

Found In: 7.2.000.13  Fixed In: 

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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.


Siebel version 7.0.4

Discontinued As Of: 7.2

Genesys 6.5

Discontinued As Of: 7.2

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Internationalization

Information in this section is included for international customers.


When using the Voice Component of this Adapter with a Siebel Server without an American English (ENU) language pack, it is necessary to make sure that the PickList Action Type (TODO_TYPE) and PickList Action Status (EVENT_STATUS) values are defined for both the localized and English (ENU) languages. Please note that some applets may display these duplicated English values along with localized values. (ER# 146694963)


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Additional Information

Additional information on Genesys Telecommunications Laboratories, Inc. is available on our Technical Support website. The following documentation also contains information about this software. Please consult the Deployment Guide first.

Product documentation is also provided on a Documentation Library DVD, which is produced monthly. The New Documents on this DVD page on the DVD indicates the DVD production date. Because the DVD is produced monthly, documentation on the Technical Support website may be more up-to-date than that on the DVD. To verify the latest version of a document, check the version number, located on the second page in PDFs and on the "About This File" topic for Help files.

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