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is no longer an affiliate of Alcatel-Lucent; any indication of such affiliation within Genesys products or packaging is no longer applicable.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 Siebel CRM Voice Component.
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 Customer Care representative if you have any questions.
Supported Operating Systems
New in This Release
Corrections and Modifications
This is a hot fix for this product. This release does not contain new features or functionality.
This release includes the following corrections and modifications:
Supported Operating Systems
New in This Release
Corrections and Modifications
This is a hot fix for this product. This release does not contain new features or functionality.
This release includes the following corrections and modifications:
Supported Operating Systems
New in This Release
Corrections and Modifications
This is a hot fix for this product. This release does not contain new features or functionality.
This release includes the following corrections and modifications:
Supported Operating Systems
New in This Release
Corrections and Modifications
There are no restrictions for this release. This release contains the following new features or functionality:
TCport
rather than the default port to communicate with the SIP Cluster node.TRUE
: Service:AutoLogout, Service:ReleaseCallOnAutoLogout,
and Service:ReleaseEstablishedCallOnAutoLogout
. For more details see the Gplus Adapter for Siebel CRM Deployment Guide PDF.
This release does not include any corrections and modifications.
Supported Operating Systems
New in This Release
Corrections and Modifications
This is a hot fix for this product. This release does not contain new features or functionality.
This release includes the following corrections and modifications:
Supported Operating Systems
New in This Release
Corrections and Modifications
This is a hot fix for this product. This release does not contain new features or functionality.
This release includes the following corrections and modifications:
The Adapter now correctly shows conference call participants in the work item title in the following two scenarios:
Scenario 1:
When a key, like party-<string>, is present in the Extensions attribute of an Event. Previously, these keys were mistakenly identified as a reference to a call party. (GPSBL-5298)
Scenario 2:
When the following are true:
sip-enable-call-info
option is set to true
Previously, the routing point DN was shown instead of agent's DN. (GPSBL-5304)
Supported Operating Systems
New in This Release
Corrections and Modifications
This is a hot fix for this product. This release does not contain new features or functionality.
This release includes the following corrections and modifications:
The Adapter now correctly processes T-Server events that do not correspond to registered DNs. Previously, the continuous flow of these events caused a "thread leak" and, finally, caused denial of service. If the SIP Business Continuity feature is used, Genesys highly recommends that you update the Adapter to the current version. (GPSBL-5222)
Supported Operating Systems
New in This Release
Corrections and Modifications
This is a hot fix for this product. This release does not contain new features or functionality.
This release includes the following corrections and modifications:
The Adapter now correctly processes SIP Business Continuity feature specific requests. Previously, these requests sometimes broke other requests being processed (that is, a conflict occurred with other requests) under a high CPU load. If the SIP Business Continuity feature is used, Genesys highly recommends updating the Adapter to the current version. (GPSBL-5273)
Supported Operating Systems
New in This Release
Corrections and Modifications
This is a hot fix for this product. This release does not contain new features or functionality.
This release includes the following corrections and modifications:
The Adapter now correctly generates agent-state events during agent-session restoration.
Previously, when an agent was logged in into multiple ACD Queues, events like EventAgentLogin, EventAgentReady,
and so on, were sent multiple times during agent session restoration instead of only once as is the case
during initial agent login. This correction is specific to the Avaya Communication Manager switch.(GPSBL-5258)
Supported Operating Systems
New in This Release
Corrections and Modifications
This is a hot fix for this product. This release does not contain new features or functionality.
This release includes the following corrections and modifications:
The Adapter now correctly handles the CampaignModeChanged
event. Previously, this event broke the AddRecord
functionality/command. (GPSBL-5233)
Supported Operating Systems
New in This Release
Corrections and Modifications
This is a hot fix for this product. This release contains the following new features or functionality:
Extending its support of the SIP Business Continuity functionality, the Adapter now accepts a phone (SIP Endpoint) registration factor for site switchover logic. When there is no phone registered on a DN, the Adapter tries to switch an agent to another site. This might happen during an initial agent login to Siebel or during an established agent session. (GPSBL-5159)
Two new device events are introduced: VoiceInService
and VoiceOutOfService.
The VoiceInService
event indicates that the voice capability of the Adapter is back in service (it is possible to
execute such requests). The VoiceOutOfService
event indicates that the voice capability of the Adapter appears to be out of service,
and it is not possible to execute such requests. Note: These event do not include parameters. (GPSBL-5159)
A new CTI driver configuration option, Driver:BCAutoChangeBack,
is introduced that allows you to control (turn on/off) automatic switchover.
Driver:BCAutoChangeBack
Default Value: TRUE
Valid Values: TRUE, FALSE
Changes Take Effect: After the agent logs in to Siebel again
Important: In this release, the GenComm_universal.def
includes a misprint for this option. You must manually change the option name from Driver:BCAutoChangeback
to Driver:BCAutoChangeBack
in your CTI configuration.
This parameter specifies whether the Adapter performs an automatic switchover to the Preferred site when the site is back in service, when an agent is working on the alternate site. You specify this parameter in the Communication & Profiles view in the Administration - Communication screen.
Note: This component works in conjunction with Gplus Communication Server for Siebel CRM and Gplus Adapter for Siebel CRM Multimedia. As such, this release requires version 8.0.300.11 or later of those components.
There are no corrections or modifications for this release.
Supported Operating Systems
New in This Release
Corrections and Modifications
There are no restrictions for this release. This release contains the following new features or functionality:
This release includes the following corrections and modifications:
The Adapter now correctly processes the PreviewDialingModeStart
command. Previously, the Adapter sent an extra PreviewDialingModeStart
command to T-Server for the internal Inbound campaign that resulted in an error. (GPSBL-5031).
Supported Operating Systems
New in This Release
Corrections and Modifications
This is a hot fix for this product. This release contains the following new features or functionality:
ExtendACW
device command (with no parameters) was also added. (GPSBL-5055)There are no corrections or modifications for this release.
Supported Operating Systems
New in This Release
Corrections and Modifications
This is a hot fix for this product. This release does not contain new features or functionality.
This release includes the following corrections and modifications:
The Adapter now correctly calculates the scheduling/rescheduling time when setting up callbacks. Previously, for seasonal time changes (from winter to summer and vice versa), the time calculation was incorrect. (GPSBL-4992)
The Adapter now can process outbound calls/records after re-login to Siebel when the DN is in the "logged-in" state. Previously, the Adapter was not able to restore the agent's state on Outbound Contact Server and, therefore, the agent was not able to process outbound records after re-login to Siebel. (GPSBL-5032)
Supported Operating Systems
New in This Release
Corrections and Modifications
This is a hot fix for this product. This release does not contain new features or functionality.
This release includes the following corrections and modifications:
The adapter now correctly processes the Preview Dialing Mode Start
command. Previously, an error message appeared when an agent was assigned to at least one non-Preview campaign and the command was configured to process all assigned campaigns. (GPSBL-4963)
The values of the following strings in GenSymbolicStrings.sif
are now correct:
X_GEN_CME_CA_FOLDER
X_GEN_CME_CL_FOLDER
X_GEN_CME_TA_FOLDER
Previously, these strings contained incorrect values. (GPSBL-5025)
Supported Operating Systems
New in This Release
Corrections and Modifications
This is a hot fix for this product. This release does not contain new features or functionality.
This release includes the following correction and modification:
The Adapter now correctly processes string-based reason codes that are passed to the NotReady
device command, as represented by the following parameter pair:
Param.Reasons="ReasonCodeStr"
Param.ReasonCodeStr=
Previously, the Adapter did not process string-based reason codes correctly. (GPSBL-4994)
Supported Operating Systems
New in This Release
Corrections and Modifications
There are no restrictions for this release. This release contains the following new features or functionality:
This release does not include any corrections and modifications.
Supported Operating Systems
New in This Release
Corrections and Modifications
There are no restrictions for this release. This release contains the following new features or functionality:
Support for Genesys Framework 8.5.
Support for Siebel Hoteling (Free Seating).
This release includes the following corrections and modifications:
In some specific configurations, the Adapter no longer creates multiple Service Requests when a new call arrives. (GPSBL-4843)
Supported Operating Systems
New in This Release
Corrections and Modifications
This is a hot fix for this product. This release does not contain new features or functionality.
This release includes the following correction or modification:
The Adapter no longer distributes phantom calls to agents. Previously, the Adapter distributed phantom calls to agents in certain scenarios (such as when agent sessions are lost due to browser crashes) and under specific conditions (such as when CheckDNStateOnLogin=true
, Service:AutoLogout="false"
, and agents are configured to use the same DN
but are assigned different AgentIDs
). (GPSBL-4667)
Supported Operating Systems
New in This Release
Corrections and Modifications
This is a hot fix for this product. This release does not contain new features or functionality.
This release includes the following correction or modification:
The Adapter now correctly handles thread terminations. Previously, the internal thread manipulation mechanism had a defect that could cause thread or memory leaks, which could then cause an unexpected process termination or denial of service. (GBSPL-4650)
Supported Operating Systems
New in This Release
Corrections and Modifications
There are no restrictions for this release. This release contains the following new features or functionality:
Support for Siebel versions 8.1.1.11/8.2.2.4 (and later) for both HI and Open UI modes.
Support for Windows Server 2012 (64-bit) R1 or R2.
This release includes the following corrections or modifications:
The Adapter no longer continuously sends RequestAgentNotready
to the T-Server if AgentWorkMode
is configured incorrectly. (GBSPL-4535)
The Adapter no longer compares Agent Work Modes incorrectly. Previously, under certain scenarios, this could cause some switches to experience faulty behavior. (GPSBL-4451)
Supported Operating Systems
New in This Release
Corrections and Modifications
This is a hot fix for this product. This release does not contain new features or functionality.
This release includes the following corrections or modifications:
The Adapter now correctly calculates agent states (Ready
or NotReady
) when the corresponding events from T-Server contain Extension
attributes. Previously, the Adapter incorrectly calculated these agent states. (GPSBL-4538)
Supported Operating Systems
New in This Release
Corrections and Modifications
There are no restrictions for this release. This section describes new features that were introduced in this release of Gplus Adapter for Siebel Voice.
When upgrading to this version, you must upgrade the following Adapter components as well:
This release includes the following corrections or modifications:
The Adapter now correctly handles the following SCAPI methods: AcceptWorkItem
, ReleaseWorkItem
, SuspendWorkItem
, and ResumeWorkItem
for voice calls. Previously, these methods did not work. (ER# 324548330, GPSBL-639)
The Adapter now correctly opens the required Siebel view when the work item that corresponds to the inbound call is selected during the work item's switchover in the CTI toolbar. Previously, this switchover did not work for inbound calls. (ER# 323553719, GPSBL-637)
Supported Operating Systems
New in This Release
Corrections and Modifications
This is a hot fix for this product. There are no new features or functionality in this release.
This release includes the following corrections or modifications:
The Adapter now correctly reconnects to T-Server. Previously, in scenarios where a system failover or a primary/backup switchover occurred, the connection to T-Server was not properly restored. (ER# 316775045)
Supported Operating Systems
New in This Release
Corrections and Modifications
There are no restrictions for this release. There are no new features or functionality in this release of Gplus Adapter for Siebel CRM Voice Component.
This release includes the following corrections or modifications:
The InteractionDoNotCall
button is now disabled until the agent receives an outbound call in a work item list. Previously, the InteractionDoNotCall
button was enabled when an agent received an outbound call, but did not accept it. The Adapter stopped functioning when this button was clicked. (ER# 287543543)
The Adapter now correctly works with the Avaya Communication Manager switch, if the T-Server for Avaya Communication Manager's tacw
configuration option is configured on the ACD Queue. Previously, if this option was not configured, the Adapter incorrectly processed after call work scenarios. (ER# 282963974)
Supported Operating Systems
New in This Release
Corrections and Modifications
There are no restrictions for this release. There are no new features or functionality in this release.
This release includes the following corrections or modifications:
If the GenComm.xml
file is mistakenly deleted or removed from the installation directory, the Adapter no longer terminates unexpectedly. (ER# 291024403)
The Adapter's eScript code that is supplied out-of-the-box is now aligned with Oracle recommendations and best practices. (ER# 291784961)
Supported Operating Systems
New in This Release
Corrections and Modifications
This is a hot fix for this product. There are no new features or functionality in this release.
This release includes the following correction or modification:
The Adapter now completes the transfer, conference, and reconnect call operations in all multi-site configurations. Previously in this scenario, transfer, conference, and reconnect call operations were not completed in certain multi-site configurations. (ER# 286651632)
Supported Operating Systems
New in This Release
Corrections and Modifications
There are no restrictions for this release. There are no new features or functionality in this release.
This release includes the following correction or modification:
The Adapter now correctly handles error messages from OCS. Previously, when OCS returned error messages, workitems could not be modified, moved, or deleted. (ER# 261328481)
Supported Operating Systems
New in This Release
Corrections and Modifications
This is a hot fix for this product. There are no new features or functionality in this release.
This release includes the following correction:
The Adapter now functions properly under high loads. Previously, the Adapter unexpectedly stopped functioning when it was under high loads. (ER# 285774721)
Supported Operating Systems
New in This Release
Corrections and Modifications
This is a hot fix for this product. There are no new features or functionality in this release.
This release includes the following correction:
The Adapter can now handle high load conditions. Previously, under high load conditions, the Adapter unexpectedly terminated. (ER#s 284770545, 284789877)
Supported Operating Systems
New in This Release
Corrections and Modifications
This is a hot fix for this product. There are no new features or functionality in this release.
This release includes the following correction:
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# 279847134)
Supported Operating Systems
New in This Release
Corrections and Modifications
This is a hot fix for this product. There are no new features or functionality in this release.
This release includes the following correction:
The Adapter now correctly allows active calls on the CTI toolbar to be released when Internet Explorer (IE) is closed and then reopened. Previously, after closing IE with an active call on the CTI toolbar and then reopening IE, the call could not be released. (ER# 277403785)
Supported Operating Systems
New in This Release
Corrections and Modifications
There are no restrictions for this release. This section describes new features that were introduced in the initial 8.0 release of Gplus Adapter for Siebel CRM Voice Component.
This release includes the following corrections and modifications that were made between release 7.5 or earlier releases and the initial 8.0 release:
The Adapter now correctly handles scenarios where an agent logs out of Siebel. Previously, the Adapter sometimes terminated unexpectedly when an agent logged out of Siebel. (ER# 238838214)
The Adapter now correctly handles MakeCall
requests. Previously, MakeCall
requests failed when the Work Phone Number
field was empty and the value of the IgnorePhoneNumber
field was True
. (ER# 171621721)
This section provides the latest information on known issues and recommendations associated with this product.
When a campaign to which an agent is assigned is stopped but still loaded/active, the AddRecord
button is disabled rather than enabled as it should be. (GPSBL-5242)
Found In: 8.0.300.14 | Fixed In: |
The Adapter does not support the Hot Standby high availability mode for Genesys T-Servers and Genesys SIP Servers. It only supports Warm Standby. (GPSBL-5134)
The Siebel view may not be updated correctly if the agent makes a blind transfer to another agent (only inbound calls are affected). (GPSBL-4452)
Found In: 8.0.100.31 | Fixed In: 8.0.110.03 |
In scenarios where a system failover or the primary/backup switchover occurs, the connection to T-Server is not properly restored. (ER# 316775045)
Found In: 8.0.100.11 | Fixed In: 8.0.100.17 |
If the InteractionDoNotCall
device command is called before a work item appears in the CTI toolbar, the Adapter stops functioning.
Workaround: Add the FilterSpec
field to the CTI command that is related to the InteractionDoNotCall
device command, as follows:
FilterSpec = [@SelectedWorkItem:DriverWorkTrackID] IS NOT NULL
.
(ER# 287543543)
Found In: 8.0.001.17 | Fixed In: 8.0.100.11 |
When conference calls are created from Push Preview interactions, only the conference originator can mark the Outbound Contact Server (OCS) record as Mark Done
and enter the call result. (ER# 261490769)
Found In: 8.0.000.13 | Fixed In: |
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.
There are no discontinued features or functions for this product.
Information in this section is included for international customers.
Language Packs are supported in 8.0.0 releases of this product. Language Packs allow installers to select the language in which the user interface and online help files are displayed. For details on what Language Packs are available, including languages, see the Gplus Adapter for Siebel CRM Release Notes section of the Documentation website.
Additional information on Genesys Telecommunications Laboratories, Inc. is available on our Customer Care website. The following documentation also contains information about this software.
Gplus Adapter 8.0 for Siebel CRM Deployment Guide. This PDF guide lists system requirements and describes how to install and configure the Gplus Adapter up to December 2015.
Supplement to Gplus Adapter 8.0 for Siebel CRM Deployment Guide. This online guide provides updates to the Deployment Guide PDF starting with the 8.0.3 release.
Gplus Adapter 8.0 for Siebel CRM User's Guide. This guide contains step-by-step instructions on how to use the Adapter.
Gplus Adapter 8.0 for Siebel CRM Developer's Guide. This guide provides information used to customize the Adapter.
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.