Release Note

Gplus Adapter for Siebel CRM Voice Component

7.5.x

Genesys Telecommunications Laboratories, Inc. © 2007–2013

Contents

Introduction

Release Number AIX HP-UX Linux Solaris Tru64 UNIX Windows
7.5.000.71 [02/06/13] – Hot Fix X     X   X
7.5.000.70 [12/12/12] – Hot Fix X     X   X
7.5.000.69 [11/02/12] – Hot Fix X     X   X
7.5.000.68 [05/18/12] – Hot Fix X     X   X
7.5.000.67 [01/13/12] – Hot Fix X     X   X
7.5.000.66 [12/23/11] – Hot Fix X     X   X
7.5.000.65 [10/05/11] – Hot Fix X     X   X
7.5.000.64 [09/14/11] – Hot Fix X     X   X
7.5.000.63 [06/17/11] – Hot Fix X     X   X
7.5.000.62 [04/15/11] – General X     X   X
7.5.000.61 [04/08/11] – Hot Fix X     X   X
7.5.000.60 [12/29/10] – Hot Fix X     X   X
7.5.000.59 [12/16/10] – Hot Fix X     X   X
7.5.000.58 [10/29/10] – Hot Fix X     X   X
7.5.000.54 [07/13/10] – Hot Fix X     X   X
7.5.000.49 [03/03/10] – Hot Fix X     X   X
7.5.000.45 [01/20/10] – Hot Fix X     X   X
7.5.000.44 [10/29/09] – General X     X   X
7.5.000.41 [10/07/09] – General X     X   X
7.5.000.36 [07/31/09] – Hot Fix X     X   X
7.5.000.28 [03/31/09] – Hot Fix X     X   X
7.5.000.27 [03/19/09] – General X     X   X
7.5.000.22 [12/04/08] – Hot Fix X     X   X
7.5.000.20 [08/07/08] – Hot Fix X     X   X
7.5.000.13 [08/17/07] – General X     X   X

Link to 7.2 Product Release Note (Cumulative)
Known Issues and Recommendations
Discontinued Support
Internationalization
Additional Information


Introduction

As of February 1, 2012, Genesys is no longer an affiliate of Alcatel-Lucent; any indication of such affiliation within Genesys products or packaging is no longer applicable. Please see the Genesys website at http://www.genesys.com for more details.

This release note applies to all 7.5 releases of Gplus Adapter for Siebel CRM Voice Component.

Use of Third-Party Software

Genesys follows applicable third-party redistribution policies to the extent that Genesys solutions utilize third-party functionality. For additional information on third-party software used in this product, see the Read Me. Please contact your Genesys Customer Care representative if you have any questions.


Release Number 7.5.000.71 [02/06/13] – 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 any new features or functionality.

Corrections and Modifications

This release includes the following corrections or modifications:


The Adapter now correctly executes the ChangeNotReadyState device command. Previously, the ChangeNotReadyState device command was incorrectly enabled in particular conditions, resulting in incorrect behavior. (ER# 313809293)


The Adapter now correctly handles agent requests to transition from a Ready to a Not Ready state during legal-guard time. This issue only affects the Alcatel A4400/OXE switch. Previously, the Adapter applied the Ready state to an agent when, due to the legal-guard time period at the end of the after call work (ACW) time period, the agent should be in the Not Ready state. (ER# 311705610)


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Release Number 7.5.000.70 [12/12/12] – Hot Fix

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

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

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:


The Adapter now correctly sends the ReasonValue key to the T-Server. Previously, only the ReasonCode key in the AttributeReason attribute was sent to T-Server. (ER# 311219876)


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Release Number 7.5.000.69 [11/02/12] – Hot Fix

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

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

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:


The Adapter now correctly processes outbound calls. Previously, if a user event timed-out and there was an Outbound Contact Server work item on the CTI toolbar, the Adapter stopped functioning when processing outbound calls. (ER# 309576721)


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Release Number 7.5.000.68 [05/18/12] – Hot Fix

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

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

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:


The Adapter now correctly displays the CTI toolbar when an agent logs into Siebel. Previously, when an agent successfully logged into Siebel, the CTI toolbar was displayed, but the buttons related to the Voice Component were disabled. (ER# 299690026)


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Release Number 7.5.000.67 [01/13/12] – Hot Fix

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

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

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:


The Adapter now correctly executes ReleaseISCDriverInstance requests. Previously, in certain scenarios in which these requests were processed, it caused the Genesys Communication Server to terminate unexpectedly. (ER# 280183010)


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Release Number 7.5.000.66 [12/23/11] – 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 any new features or functionality.

Corrections and Modifications

This release includes the following correction or modification:


The Adapter's InteractionDoNotCall button is now disabled until the agent receives an outbound call in the list of workitems. Previously, if a customer pressed the InteractionDoNotCall button before the call appeared in the list of workitems, the Adapter would terminate unexpectedly. (ER# 287543543)


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Release Number 7.5.000.65 [10/05/11] – 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 contains the following new functionality:

Corrections and Modifications

There are no corrections or modifications for this release.

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Release Number 7.5.000.64 [09/14/11] – 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 release for this product. This release does not contain any new features or functionality.

Corrections and Modifications

This release includes the following correction:


The Adapter now correctly executes the request ReleaseISCServiceInstance for services (agent sessions) configured with multiple DN sets: {DN1, DN2..., ACD1, ... ACDn}. Previously in this scenario, improper processing of a DN or ACD produced the following message: DN = ... still held by other place(s). In addition, the request RequestService was fulfilled incompletely, leading to the following message: Wrong place configuration! DN=... assigned to another place with different DNs set. (ER# 280305331)


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Release Number 7.5.000.63 [06/17/11] – 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 release for this product. This release does not contain any new features or functionality.

Corrections and Modifications

This release includes the following correction or modification:


The Adapter now correctly displays network outbound calls on the Siebel CTI toolbar. Previously, network outbound calls were shown on the Siebel CTI toolbar as inbound. (ER# 274137323)


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Release Number 7.5.000.62 [04/15/11] – 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 release does not contain any new features or functionality.

Corrections and Modifications

This release includes the following correction or modification:


The Adapter now correctly distributes the Communication DN EventUserEvent event to subscribed services. Previously, in this scenario, the Adapter terminated unexpectedly when calling the ReleaseISCServiceInstance method and distributing the Communication DN EventUserEvent at the same time. (ER# 270207071)


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Release Number 7.5.000.61 [04/08/11] – 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 release for this product. This release does not contain any new features or functionality.

Corrections and Modifications

This release includes the following correction or modification:


The Adapter now correctly responds to requests after processing outdated outbound requests. Previously, in this scenario, the Adapter terminated unexpectedly. (ER# 269560343)


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Release Number 7.5.000.60 [12/29/10] – 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 release for this product. This release does not contain any new features or functionality.

Corrections and Modifications

This release includes the following correction or modification.


The Adapter now correctly handles EventAbandoned for outbound calls. Previously, the Adapter did not handle this event properly. (ER# 258510162)


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Release Number 7.5.000.59 [12/16/10] – 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 release for this product. This release does not contain any new features or functionality.

Corrections and Modifications

This release includes the following correction or modification.


The Adapter now correctly logs in an agent if the agent's session is closed when either:

Previously in this scenario, the Adapter skipped the login on a DN with the following error message Wrong place configuration! DN=... assigned to another place with different DNs set. (ER# 263841773)


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Release Number 7.5.000.58 [10/29/10] – 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 contains the following new features or functionality:

Corrections and Modifications

There are no corrections or modifications for this release.

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Release Number 7.5.000.54 [07/13/10] – 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 or modification.


Now the ChainedRecordRequest button enables you to refresh the newly added contact information in the combo box. Previously, the new contact information would not appear when you pressed the AddRecord button. (ER#s 254141112, 254774224)


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Release Number 7.5.000.49 [03/03/10] – 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 or modification.


The Adapter has been updated to remove an artificial delay that arose when a session was destroyed. Previously at session destruction, the Adapter unnecessarily introduced a delay. (ER# 245171979)


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Release Number 7.5.000.45 [01/20/10] – 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 any new features or functionality.

Corrections and Modifications

This release includes the following correction or modification.


For environments using the T-Server for Nortel Communication Server 1000 with SCCS/MLS: the Adapter now correctly issues an TAnswerCall request after a TMakeCall request. Previously, it did not issue the Answer request when working with the T-Server in question. (ER# 242130525)


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Release Number 7.5.000.44 [10/29/09] – General

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

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

New in This Release

There are no restrictions for this release. There are no new features or functionality with this release of the Gplus Adapter for Siebel CRM Voice Component.

Corrections and Modifications

This release includes the following corrections or modifications.


With this release, GenCommSrv now functions properly in the following scenario:

  1. The Adapter is configured to support the Expert Contact feature (Service:HasKWProtocol is set to TRUE in the Driver Communication Profiler).
  2. A given DN has more than one Siebel Agent session.
Previously in this case, an incoming EventPrivateInfo with a previewIntRequestCancel key prompted a fatal error in GenCommSrv. (ER# 237453251)


The Adapter now functions properly in the following scenario:

  1. It is configured to support the Expert Contact feature (Service:HasKWProtocol is set to TRUE in the Driver Communication Profiler).
  2. It receives EventReleased and EventPrivateInfo (with a previewIntRequestCancel key) consecutively from a CTI-less T-Server.
Previously in this case, the Adapter unexpectedly terminated. (ER# 237525461)


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Release Number 7.5.000.41 [10/07/09] – General

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

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

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 or modifications.


The Genesys Communication Server no longer stops sending and receiving events and commands both to and from Siebel after it reconnects to Siebel during an Outbound campaign call. Previously, this occurred if the Adapter's verbose option in the log section was set to standard or a more detailed setting. (ER#s 227744969; 231267787)


The Adapter now correctly handles events from T-Server in the following scenario:

  1. The communication driver parameters Service::AutoLogout is set to TRUE, Service:: ReleaseEstablishedCallOnAutoLogout is set to TRUE, and Service::ReleaseCallOnAutoLogout is set to FALSE.
  2. There is a call on the given session in the Held, Ringing, or Dialing state.
Previously in this case, the Adapter stopped handling T-Server events after a ReleaseISCServiceInstance request arrived from Siebel. (ER# 235087582)


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Release Number 7.5.000.36 [07/31/09] – 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 contains the following new features or functionality:

Corrections and Modifications

This release does not include any corrections or modifications.

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Release Number 7.5.000.28 [03/31/09] – 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 any new features or functionality.

Corrections and Modifications

This release includes the following corrections and modifications:


The Adapter now continues to function properly even if the following two conditions are true:

Previously in this case, the Adapter sometimes unexpectedly terminated. (ER# 219972926)


Previously when using a Nortel Meridian 1 switch, the Adapter did not work properly when the AgentWorkMode option was set to AgentManualIn. This problem has been fixed. (ER# 212516965)


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Release Number 7.5.000.27 [03/19/09] – General

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

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

New in This Release

There are no restrictions for this release. There are no new features or functionality with this release of the Gplus Adapter for Siebel CRM Voice Component.

Corrections and Modifications

This release includes the following corrections and modifications:


Attention: If you upgrade your Gplus Adapter for Siebel CRM Voice Component component to version 7.5.000.27, you must also upgrade your Gplus Communication Server for Siebel CRM component to version 7.5.000.27.


Previously on AIX, the Adapter did not work properly. Most notably, the GenCommServer component stopped responding during the reconnection between the GenCommDrv and GenCommServer components. This problem was caused by an AIX compiler issue, and resulted in an optimization option being excluded. This problem has been fixed. (ER# 194896293)


Previously, the Adapter did not process the Driver:InboundPartyContainer parameter and Driver:OutboundPartyContainer for network calls. The problem has been fixed. (ER# 205756764)


Previously, 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# 217561223)


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Release Number 7.5.000.22 [12/04/08] – 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

There are no restrictions for this release. This section describes new features that were introduced in this release:

Corrections and Modifications

This release includes the following corrections and modifications:


Previously, the GenCommServer Voice driver terminated unexpectedly if there was no available Configuration Server connection during a driver initialization. This problem has been fixed. Now, if there is no connection to the Configuration Server available, then the client gets a standard message stating that a driver instance cannot be created, and that the client must log in again after the Configuration Server starts up. (ER# 208294241)


Previously the Adapter did not dispatch the EventUserEvent, which was received on the Communication DN (Driver::Communication parameter), to all the current active agent sessions. This problem has been fixed. (ER# 212371472)


Previously it was not possible to perform two-step operations (consult, conference, and transfer) between different switches without the Network T-Server, for example, using the call transfer capability of a local switch. The problem has been fixed. The new CTI profile configuration parameter Service:NetworkCallTransferMode was added to control the two-steps operations behavior. (ER# 199588513)


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Release Number 7.5.000.20 [08/07/08] – 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 any new features or functionality.

Note: Release 7.5.000.20 of the Gplus Adapter for Siebel CRM Voice Component requires release 7.5.000.20 or greater of the Gplus Communication Server for Siebel CRM.

Corrections and Modifications

This release includes the following corrections and modifications:


Intermittently, the Adapter unexpectedly terminated while processing the ReleaseISCServiceInstance request from Siebel. This problem has been fixed. (ER# 198264254)


Intermittently, the Adapter did not properly execute a request when an agent logged out of a Siebel session. As a result, other processes within the Genesys Communication Server stopped responding to any outside requests (for example, requests from Siebel and T-Server). This problem has been fixed. (ER# 191616083)


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Release Number 7.5.000.13 [08/17/07] – 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 7.5 release of Gplus Adapter for Siebel CRM Voice Component.

Corrections and Modifications

This release includes the following corrections and modifications that were made between Release 7.2 or earlier releases and the initial 7.5 release:


When the Outbound Callback Server was running in ASM mode, the workitem for the outbound call was identified as an inbound call from the internal port. This problem has been fixed. (ER# 62146128)


When the Outbound Callback Server campaign was running in Predictive mode and the configuration parameter Service:AgentLogOutControl was set to TRUE, there was no automatic logout executed in the following scenario:

  1. An agent sets status to ready.
  2. The agent made a request for logout on the Communications Toolbar.
  3. OCS returned the time remaining until the agent should automatically log out.
  4. The call arrived to the desktop, and the agent answered the call.
  5. The timeout expired.
  6. The agent released the call.
  7. The OCS sent a logout acknowledgement.
  8. The agent processed the record.

The agent had to manually log out by clicking the Logout button on the Toolbar. This problem has been fixed. (ER# 56547209)


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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.


After a Complete Conference request, the Adapter does not send a Siebel-enabled DeleteFromConference command if T-Server is configured without AttrributeOther... attributes support (for example, when the nso-other-dn-for-external option is set to true). (ER# 217561223)

Found In: 7.5.000.22 Fixed In: 7.5.000.27

The Adapter does not process the Driver:InboundPartyContainer parameter and Driver:OutboundPartyContainer for network calls. (ER# 205756764).

Found In: 7.5.000.22 Fixed In: 7.5.000.27

On AIX, the Adapter does not work properly. Most notably, the GenCommServer component stops responding during the reconnection between the GenCommDrv and GenCommServer components. This problem is caused by an AIX compiler issue, and results in an optimization option being excluded. (ER# 194896293)

Found In: 7.5.000.22 Fixed In: 7.5.000.27

Sometimes the Adapter unexpectedly terminates if the following two conditions are true:

(ER# 219972926)

Found In: 7.5.000.20 Fixed In: 7.5.000.28

The GenCommServer Voice driver terminates unexpectedly if there is no available Configuration Server connection during a driver initialization. (ER# 208294241)

Found In: 7.5.000.20 Fixed In: 7.5.000.22

Release 7.5.000.20 of Gplus Adapter for Siebel CRM Voice Component will not work correctly with versions of Gplus Communication Server for Siebel CRM or Gplus Adapter for Siebel CRM Multimedia Component earlier than 7.5.000.20.

Found In: 7.5.000.20 Fixed In: 

It is not possible to perform two-step operations (consult, conference, and transfer) between different switches without the Network T-Server, for example, using the call transfer capability of a local switch. (ER# 199588513)

Found In: 7.5.000.19 Fixed In: 7.5.000.22

When using a Nortel Meridian 1 switch, the Adapter does not work properly when the AgentWorkMode option is set to AgentManualIn. This problem has been fixed. (ER# 212516965)

Found In: 7.5.000.13 Fixed In: 7.5.000.28

The Adapter does not dispatch the EventUserEvent, which is received on the Communication DN (Driver::Communication parameter), to all the current active agent sessions. (ER# 212371472)

Found In: 7.5.000.13 Fixed In: 7.5.000.22

Intermittently, the Adapter unexpectedly terminates while processing the ReleaseISCServiceInstance request from Siebel. (ER# 198264254)

Found In: 7.5.000.13 Fixed In: 7.5.000.20

Intermittently, the Adapter does not properly execute a request when an agent logged out of a Siebel session. As a result, other processes within the Genesys Communication Server stop responding to any outside requests (for example, requests from Siebel and T-Server). (ER# 191616083)

Found In: 7.5.000.13 Fixed In: 7.5.000.20

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

Found In: 7.5.000.13 Fixed In: 

When the Universal Callback Server processing timeout is expired, the Adapter does not remove the voice callback workitem from the Siebel desktop. (ER# 135485466)

Found In: 7.5.000.13 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.


There are no discontinued features or functions for this product.


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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. (ER# 146694963)


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Additional Information

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

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.

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