Release Note

Contents

Introduction

This release note applies to all 6.1 releases of the Gplus Adapter for Teleopti WFM.

• 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 Guide.
• 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 on any 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

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

New in This Release

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

• The Option, pushPreviewMediaType, has been added to outbound Option section. This Option configures the Open Media mediaType associated with a PushPreview Outbound campaign.


• outbound/pushPreviewMediaType


• Description: the expected Open Media mediaType used by the outbound records in a PushPreview Outbound campaign.
• Default: outboundpreview
• Valid Value: Any text string.

Corrections and Modifications

This release includes the following corrections and modifications:

Fixed a bug where integers in the NotReady Reason attribute were not being processed correctly in the historical reports code. (WFM-1974)

Added a new option, outbound/pushPreviewMediaType. (WFM-1973)

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Supported Operating Systems

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

New in This Release

This is a hot fix for this product. This release contains no new features or functionality:

Corrections and Modifications

This release includes the following corrections and modifications:

Fixed a bug where Genesys callbacks that were scheduled later than 4 hours after the original call were not tracked. (WFM-1969)

Fixed a bug where multiple NotReady events with ACW prior to the first routed call were creating multiple call flows. (WFM-1965)

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Supported Operating Systems

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

New in This Release

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

• The Option, sessionTimeout, has been added to historical.ftp and the historical streams Option sections and it sets the maximum duration of the SSH session associated with the secure transfer of the report files to the remote server. This Option was added to ensure that the session was closed in the event of a mishap on the SSH server side during the transfer.


• historical.ftp/sessionTimeout or historical:<streamName>/ftp.sessionTimeout


• Description: the maximum duration that an SSH session transferring report files will be kept open.
• Default: 120s
• Valid Values: A time that can include minutes (m) or seconds (s)
• Examples: 3m30s, 2m, 120s etc.


• The determiner Options can now be configured with a comma separated list rather than a single event attribute or parsing class. The determiner will check the event attributes in order and return the first successful match.


• Example: reason.notReady.determiner = eventAttribute: Reasons.ReasonCode, eventAttribute: Extensions.Reason
• Example: callType.determiner = eventAttribute: UserData.VQ_Name, eventAttribute: ThisQueue

Corrections and Modifications

This release includes the following corrections and modifications:

Fixed bug where a deadlock condition could occur with the TaskQueue. (WFM-1964)

Added a session timeout option to the SftpTransferAgent to prevent "stuck" sessions when the SSH server fails. (WFM-1963)

Modified the "determiners" so that multiple event attributes or parsing classes can be specifed for each determiner Option. (WFM-1848)

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Supported Operating Systems

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

New in This Release

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

• The Option, application/lcaInstalled, has been added to eliminate the Adapter connection attempts to an Genesys Local Control Agent (LCA) that has not been installed:


• application/lcaInstalled


• Description: indicates whether the Adapter should attempt to connect to an LCA instance.
• Default: true
• Valid values: true or false

Corrections and Modifications

This release includes the following corrections and modifications:

Added the new Option, application/lcaInstalled. (WFM-1957)

Modified the log4j GZip Appender to allow for rollover times less than the default one hour. (WFM-1956)

Modified the event logging to escape multi-line strings so that they remain on one line. (WFM-1953)

Modified the threshold parser so that numbers larger than 2 digits can be used for the individual fields e.g. 150s . (WFM-1922)

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Supported Operating Systems

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

New in This Release

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

• Three new Real Time Adherence (RTA) states have been added for Instant Messaging (IM) through SIPServer interactions. Interactions of this media type had previously been reported as chat interactions in the RTA messages. The new RTA states are listed below:


• IMInbound


• Description: The agent has received an IM interaction that was routed to their Place via a monitored queue.


• IMInternal


• Description: The agent has received an IM interaction that was not routed to their Place via a monitored queue or the agent initiated an IM interaction.


• AfterIMWork


• Description: The agent is completing any tasks associated with the previously concluded IM interaction.




• Support for Genesys Callback 8.5 functionality is now included. A new Option section, callback, has been added to facilitate the tracking of the callbacks. The typical configuration should only entail enabling the Option section as the defaults will be correct for the majority of installations This new section contains the following Options:


• connectedDeterminer


• Description: Identifies the EventDiverted attribute that contains the callback connected status.
• Default: eventAttribute: UserData._CB_N_CUSTOMER_CONNECTED
• Valid Values: Any event attribute name found in the EventDiverted


• connectedValue


• Description: The value of the event attribute identified by the connectedDeterminer Option if the callback was successful.
• Default: 1
• Valid Values: Any text string


• dispositionDeterminer


• Description: The event attribute that contains the dispostion type for the original customer call.
• Default: eventAttribute: UserData._CB_DISPOSITION
• Valid Values: Any event attribute found in the EventAbandoned generated at the end of the original customer call.


• enabled


• Description: Enables the Adapter to track Genesys Callback interactions.
• Default: false
• Valid Values: true or false


• idDeterminer


• Description: The event attribute that contains the unique identifier that links the original inbound customer call with the outbound callback(s).
• Default: eventAttribute: UserData._CB_SERVICE_ID
• Valid Values: Any event attribute name that uniquely links the callback to the original customer call.


• maxDuration


• Description: An inbound call is counted as Abandoned if there has not been a successful callback in the amount of time specified by this Option.
• Default: 1d
• Valid Values: A time that can include days (d), hours (h), minutes (m) or seconds (s)
• Examples: 1d2h35m30s, 12h25m etc.


• scheduledDisposition


• Description: The value of the event attribute identified by the dispositionDeterminer Option that identifies the disposition type as a scheduled callback.
• Default: SCHEDULED
• Valid Values: Any text string

Corrections and Modifications

This release includes the following corrections and modifications:

RTA states have been added for IM interactions that were previously indicated as chat interactions. (WFM-1951)

Support for Genesys Callback 8.5 and a new Option section, callback have been added. (WFM-1913)

The event parsing now checks for a Reason attribute in the EventRegistered events generated as a response to the Adapter's registration requests. (WFM-1952)

The parallel queues code that determines the targeted queue for a call queued in more than one queue at the same time has been altered. The "last valid target" is now used if the list of possible targets is either empty or contains more than one candidate after the last diverted event has been received. (WFM-1935)

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Supported Operating Systems

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

New in This Release

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

• The Option, event.properties/interactionTarget.determiner, has been replaced with the following two media specific determiner Options for chat and email interactions:


• eventProperties/chat.target.determiner


• Description: identifies the attribute in the queued event to be used as the chat target or queue.
• Default: eventAttribute: interactionProperties.interactionQueue
• Valid values: any event attribute that is not a KV Collection.


• eventProperties/email.target.determiner


• Description: identifies the attribute in the queued event to be used as the email target or queue.
• Default: eventAttribute: interactionProperties.interactionQueue
• Valid values: any event attribute that is not a KV Collection.

Corrections and Modifications

This release includes the following corrections and modifications:

Logging out of the outboundpreview media now closes any open Preview records that have not been removed from the agent's Place. (WFM-1947)

Removed the event.properties/interactionTarget.determiner Option that applied to both chat and email interactions and replaced that Option with two target determiners that are media specific. (WFM-1946)

Changed the default for the application/agentIdMode Option from agentLogin to personEmployeeId. (WFM-1945)

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Supported Operating Systems

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

New in This Release

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

• A new Option, event.properties/ixn.logout.determiner, has been added to configure the event attribute that the Adapter will use in the Reason field for the RTA message generated when the agent logs out of the Interaction Server:


• eventProperties/ixn.logout.determiner


• Description: identifies the attribute in the Interaction Server logout event to be used as the RTA Reason.
• Default: eventAttribute: ReasonDescription
• Valid values: any Interaction Server event attribute that is not a KV Collection.

Corrections and Modifications

This release includes the following corrections and modifications:

Fixed a bug where an ArrayOutOfBoundsException was generated when interactions that had been filtered out were being removed from the internal tables. (WFM-1930)

Added a new option, eventProperties/ixn.logout.determiner. (WFM-1928)

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Supported Operating Systems

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

New in This Release

This is a hot fix for this product. This release contains no new features or functionality:

Corrections and Modifications

This release includes the following corrections and modifications:

Fixed a bug with the handling of outbound Predictive and Progressive ASM modes that was affecting historical reporting and RTA states. (WFM-1927)

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Supported Operating Systems

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

New in This Release

This is a hot fix for this product. This release contains no new features or functionality:

Corrections and Modifications

This release includes the following corrections and modifications:

Fixed a bug where null interactions and attributes were propagated into the event handling code and generating NullPointerExceptions in certain instances. (WFM-1926)

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Supported Operating Systems

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

New in This Release

This is a hot fix for this product. This release contains no new features or functionality:

Corrections and Modifications

This release includes the following corrections and modifications:

Fixed a bug where the EventCustomHandler was not taking into account which Genesys server was generating the queued events. (WFM-1924)

Fixed bug where a NullPointerException would be thrown when a non-monitored Agent had activity on a monitored Place. (WFM-1918)

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Supported Operating Systems

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

New in This Release

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

• Support for tracking internal Interaction Workspace (IWS) Instant Messaging (IM) interactions has been added and includes the addition of a new Option section, im, that contains the following Options :


• enabled
• Description: enables the tracking of routed IM interactions
• Default: false
• Valid values: true or false


• defaultServiceThreshold
• Description: sets a default service threshold used for all IM targets
• Default: 0
• Valid values: Threshold Format as described in Chapter 4 of the installation document


• defaultAbandonThreshold
• Description: sets a default abandoned threshold used for all IM targets
• Default: 0
• Valid values: Threshold Format as described in Chapter 4 of the installation document


• defaultShortAbandonThreshold
• Description: sets a default short abandoned threshold used for all IM targets
• Default: 0
• Valid values: Threshold Format as described in Chapter 4 of the installation document


• interaction.reason.determiner
• Description: identifies the EventEstablished attribute that will be included as the RTA reason.
• Default: Not Set
• Valid values: true or false


• maxInteractionTime
• Description: the amount of time that an incomplete IM interaction will be retained before being terminated
• Default: Not Set - the interaction will be retained until the Agent logs out
• Valid values: Threshold Format as described in Chapter 4 of the installation document




• Supports chat two-step transfers as implemented by Workspace Desktop Edition (WDE) .

Corrections and Modifications

This release includes the following corrections and modifications:

Fixed bug where iWD workitems transferred from an agent's Place to a group workbin were not tracked properly. (WFM-1915)

Fixed bug where released events for the calls on the dialing agent's Place were not being recognized when the dialed consult call was queued more than once and the voice/parallelQueuesEnabled Option was enabled. (WFM-1912)

Fixed bug where an integer overflow could expire interactions or call flows prematurely in certain rare cases. (WFM-1911)

The Adapter now checks the Annex configuration options for the TServer VQs used to route multimedia interactions. (WFM-1910)

Support for tracking internal Interaction Workspace (IWS) Instant Messaging (IM) interactions has been added. (WFM-1909)

The Adapter now catches the exception generated when certain routed calls expire without being answered. This change just removes the stack trace from the log and does not affect the reporting . (WFM-1908)

Modified the windows_install.bat subroutine scripts to correct problems with restarting the script with incomplete configuration. (WFM-1886)

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Supported Operating Systems

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

New in This Release

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

• Two event determiner types were added to replace the use of classes for the reason.notReady.determiner Options. These determiners specify the event KeyValue collection attribute that contains the KeyValue pair of interest:


• eventAttributeKey - returns key name
• eventAttributeValue - returns value


• Example:


• Reasons.Break = code_01
• eventAttributeKey: Reasons returns Break
• eventAttributeValue: Reasons returns code_01


• Supports chat two-step transfers as implemented by Workspace Desktop Edition (WDE) .

Corrections and Modifications

This release includes the following corrections and modifications:

The RequestStartPlaceAgentStateReportingAll is no longer used to register a single added Place with the Interaction Server so that a EventPlaceAgentState is received for only the new Place. (WFM-1902)

The error messsage has been improved for the situation where the scheduled Monitoring Statistics logging attempts to report configuration information that has not been received from the Configuration Server. (WFM-1901)

The ACW sessions that are not associated with a routed call (application/acwStrategy = pendingOnly) are now considered Unattached and will be reported as ACW when the application/countUnattachedACW Option is enabled. (WFM-1894)

Fixed bug where exceptions were being thrown on ServerDisconnected events generated during the Adapter's shutdown. (WFM-1893)

Changed the response to a missing Host object in the Adapter's configuration so that a descriptive error message is logged when the exception is thrown. (WFM-1892)

Added two event determiner types, eventAttributeKey and eventAttributeValue, to replace the classes used in the reason.notReady.determiner. (WFM-1888)

Fixed a bug where renamed Options in the alarmCodes Option Section caused an exception to be thrown if the name did not match one of the expected Option names. (WFM-1887)

Fixed bug where Abandoned events on secondary queues would trigger false Abandon counts for Virtual Hold calls. (WFM-1853)

Fixed bug where NullPointerExceptions were generated when call flows are removed from the internal tables by non-event triggers. (WFM-1891)

Added code and tests to support WDE chat two-step transfers. (WFM-1888)

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Supported Operating Systems

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

New in This Release

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

• The Adapter now supports Agent Seizing Mode (ASM) for the following outbound campaign dialing modes:


• Predictive
• Progressive

Corrections and Modifications

This release includes the following corrections and modifications:

Added the support for Agent Seizing Mode in outbound campaigns. (WFM-1871)

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Known Issues and Recommendations

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

The Gplus Adapter does not support Outbound Campaign ASM Dialing Modes: Predictive with Seizing or Preview with Seizing.

Streams do not support individual Time Zones for each Stream. The application/timeZone Option applies to all of the configured Streams.

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

The event.properties/interactionTarget.determiner option has been replace with the event.properties/chat.target.determiner and event.properties/email.target.determiner Options.

The rta/stateTransformer.class Option has been removed. The former default, TeleoptiRTAStateTransformer, is always used.

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Internationalization

Information in this section is included for international customers.

There are no known internationalization issues for this product.

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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.

• Genesys Gplus Adapter for Teleopti WFM Installation and Configuration Guide contains detailed reference information for the Gplus Adapter for Teleopti WFM including configuration options and specific functionality.

Product documentation is provided on the Customer Care website, the Genesys Documentation website, and the Documentation Library DVD (produced monthly).

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