Release Note

Contents

Introduction

This release note applies to all 6.2 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 for this product. This release contains no new features or functionality.

Corrections and Modifications

This release includes the following corrections and modifications:

The Adapter's application DBID is now correctly set when connecting to the Local Control Agent (LCA). This parameter had been missing from the connection request.

Top of Page

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 functionality:

• The Adapter can now be configured to make more than one transfer attempt for the historical report file(s) before postponing the transfer until the end of the next interval. This new functionality provides the capability to transfer the report files at the intended time if the problem blocking the transfers is intermittent or of short duration.

  The number of retry attempts are set with the new option, historical.ftp/retry. This option specifies the number of times that the Adapter will attempt to connect and transfer the historical report files to the remote server.

• historical.ftp/retry


• Usage: set the number of attempted transfer retries
• Default: 0 – no retries
• Valid Values: 0 to 25

Corrections and Modifications

This release includes the following corrections and modifications:

An email interaction retrieved from a workbin will now have its RTA state reported correctly as either an original inbound email or a retrieved reply. Previously, the retrieved replies were not updating the RTA state.

Top of Page

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 no new features or functionality. The release is issued to synchronize release numbers with the other Gplus Adapters for WFM.

Corrections and Modifications

There are no corrections or modifications for this release.

Top of Page

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 no new features or functionality.

Corrections and Modifications

This release includes the following corrections and modifications:

Fixed an issue where short abandons were being included in the AbandonedInThreshold count. Short abandons are now excluded from both the Abandons count and the AbandonedInThreshold count in the Queue report, and are therefore also excluded from the calculated service level that uses these counts.

Top of Page

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 functionality:

• Timezones can now be defined for each data stream. To do so, include the timeZone option in the rta: section and/or the historical: section. The timeZone option follows the same format as it does in the Application Section.

Corrections and Modifications

This release includes the following corrections and modifications:

Fixed an issue where deleting a Place while an agent is active at that Place caused a stuck state necessitating a restart. Agent state related to a deleted place is now correctly handled.

Top of Page

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 no new features or functionality.

Corrections and Modifications

This release includes the following corrections and modifications:

Fixed an issue where the Genesys server protocol methods were called directly instead of the warm standby methods, causing connection exceptions in some circumstances.

Top of Page

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 no new features or functionality.

Corrections and Modifications

This release includes the following corrections and modifications:

Fixed an issue where any association such as the outbound record to a call or a callback was being truncated on any server disconnect not just the server generating the call events.

Fixed an issue where a delayed startup status message to the LCA was causing the startup timeout to be exceeded when processing large recovery logs.

Top of Page

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 no new features or functionality.

Corrections and Modifications

This release includes the following corrections and modifications:

Fixed an issue where truncating agent login and ready sessions was causing inconsistencies in the internal tables.

Fixed an issue where an existing but empty event attribute would cause a determiner to fail even if alternative chained determiners were listed.

Fixed an issue with outboundpreview where NullPointerExceptions were being generated if the Agent went NotReady on that media.

Top of Page

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 functionality:

• The logging for the debug logging level has been modified to include both the QueueListenerLogger and the PlaceListenerLogger.


• The response to changes in a Agent's configuration has been made dynamic and will take effect while the Agent is active. The previous response was to delay the effect of the changes until the Agent's next login session. The new response will be to incorporate the configuration change after the next state change e.g. going NotReady, answering an inbound call, accepting an email etc.
  
  Modifying an Agent's configuration while that Agent is logged in and active could have unexpected ramifications. One example would be moving the Agent to an excluded Agent Group where that Agent's activity would no longer be reported. It is not possible to predict exactly how the reporting of that Agent's activity will be truncated and what will be reported.

Corrections and Modifications

This release includes the following corrections and modifications:

The Adapter reverts to the No Reason Code Set (<null>) settings when reason codes are set on NotReady events but those reason codes have not been configured in the reasonCodeMappings Option section.

The PlaceListenerLogger and QueueListenerLogger have been moved to the DEBUG logging level from the TRACE logging level.

The Interaction Server media types (email, chat, iWD etc.) now use the media specific reason.notReady.determiner to retrieve the event attribute associated with the acwReason Option.

The Adapter no longer waits for the next login session to incorporate changes in an Agent's configuration.

Top of Page

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 no new features or functionality:

Corrections and Modifications

This release includes the following corrections and modifications:

The Adapter now checks the FirstTransferConnID and LastTransferConnID attributes in addition to the TransferConnID and PreviousConnID attributes that were already being checked when tracking a transferred Inbound call and the associated Consult call. This change was implemented to ensure that transfers betweeen Genesys SIPServer/TServers are handled correctly.

Top of Page

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 functionality:

• New functionality has been added for the Virtual Hold flush time to also be set for an individual Virtual Queue (VQ). This allows the flush time to be set for the appropriate time zone associated with the VQ rather than the default time configured with the vht/timeToFlushAt Option. The following Option must be added to the VQ Annex Tab in the default GPlus_WFM section or in the section named in the application/annexSection Option if that option differs from the default. The time will be taken as GMT not the local time for the VQ.


• vhtFlushTime


• Usage: set the Virtual Hold flush time for all calls queued in the VQ
• Default: not set
• Valid Values: 00:00 to 23:59 (24 hour clock - GMT)

Corrections and Modifications

This release includes the following corrections and modifications:

A new Option, vhtFlushTime, can be added to a VQ's Annex Tab to set the VHT flush time for the calls queued in that VQ.

A code change was made to ignore a missing VHT linking attribute for inbound calls where the caller declined a VHT callback. This will prevent the single call from being double counted with the second increment to the count occurring at flush time.

Top of Page

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 functionality:

• New functionality has been added to support both the Cloud and Premise versions Genesys Callback 8.5. The original support added with Hot Fix Release 6.1.009.00 was restricted to the Cloud version.

Both "customer first" and "agent first" modes are supported for the Premise version. These modes refer to whether the Customer or the Agent is the first party on the outbound callback. Tracking the unsuccessful callbacks in "agent first" mode has required the Adapter to delay processing those callbacks when determining when the retry limit has been reached. The delay is configurable through a new Option and it should be greater than the combination of the configured delay between callback retries and the time threshold that an agent has to refuse a callback retry. Configuring this delay requires a low level knowledge of the Callback implementation details and should be undertaken with the collaboration of qualified personnel.

The Adapter implementation of Callback support is dependent upon certain event attributes being set on the associated calls at specific times. One requirement is that the Service ID (UserData._CB_SERVICE_ID) attribute is set when the original inbound call is waiting in the initial queue after the caller has requested a callback. The addition of this attribute at that point is not part of the default Callback configuration and it is necessary to include the _originating_interaction_id parameter set to the CallUUID of the inbound call in the HTTP service request for the callback.

Two new Options were added to the callback Option section in the Adapter configuration, one existing Option was changed slightly and one existing Option was removed:


• callback/callbackType


• New
• Usage: select the Genesys Callback version
• Default: cloud
• Valid Values: cloud or premise


• callback/abandonDelay


• New
• Usage: set the wait time for the next expected callback attempt
• Default: 0
• Valid Values: Time in the threshold format - integers without a unit suffix are milliseconds
• Examples: 30s, 1h30m, 15m etc.


• callback/connectedDeterminer


• Existing - default value was changed
• Usage: identifies the EventDiverted attribute that contains the callback's connected status
• Default: eventAttribute: UserData._CB_T_CUSTOMER_CONNECTED
• Valid Values: any event attribute name found in the EventDiverted that contains the connection timestamp or status flag.


• callback/connectedValue


• Removed

Corrections and Modifications

This release includes the following corrections and modifications:

Two new callback Options were added: callback/callbackType and callback/abandonDelay.

The default value of the callback/connectedDeterminer Option has been changed from eventAttribute: UserData._CB_N_CUSTOMER_CONNECTED to eventAttribute: UserData._CB_T_CUSTOMER_CONNECTED.

The callback/connectedValue Option has been removed.

Top of Page

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 no new features or functionality.

Corrections and Modifications

This release includes the following corrections and modifications:

Reverted the Jcraft Java Secure Channel library jar file back to Version 0.1.50 from the Version 0.1.54 that was updated in Hot Fix Release 6.1.018.00. The Adapter when using the newer version had connection problems with some SSH servers.

Top of Page

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 no new features or functionality.

Corrections and Modifications

This release includes the following corrections and modifications:

Fixed an issue where a NullPointerException was thrown for voice calls with a Genesys Callback identifying attribute, but there was no associated queued event.

The ThirdParty libraries for file transfers were upgraded to newer versions. The EDT FTP library was upgraded to version 2.5.0 and the Jcraft Java Secure Channel library was upgraded to the current version. The EDT upgrade includes a fix for a thread deadlock issue that could occur when resolving the hostname.

Top of Page

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 functionality:

• A new Option, logoutOnEmptyMediaTypes, has been added to the application Option section. This Option changes the Adapter behavior when an Agent logs out of all the media on the Interaction Server without logging off the Interaction Server. The default RTA state was Unknown and the Agent was considered to be still logged in for the historical reports. If the new Option is enabled (set to true), the RTA state is SignOut and the Agent is considered logged out for the historical reports.


• application/logoutOnEmptyMediaTypes


• Usage: change the response to logging out of all media while still logged into the Interaction Server
• Default: false
• Valid Values: false or true


• Another new Option, pendingLogout, has been added to the application Option section. This Option changes the Adapter behavior when an Agent logs out while still handling an interaction e.g., talking on a routed customer call. The default behavior was to log out the Agent and truncate the interaction at that point. If the new Option is enabled (set to true), the the Agent is considered logged out when the interaction is concluded and there is no truncation of the ongoing interaction.


• application/pendingLogout


• Usage: delay a requested logout until the Agent has finished all active interactions
• Default: false
• Valid Values: false or true

Corrections and Modifications

This release includes the following corrections and modifications:

Added the application/logoutOnEmptyMediaTypes Option to change the Adapter response when an Agent remains logged into the Interaction Server but has logged out of all media.

Added the application/pendingLogout Option to change the Adapter behavior when an Agent logs out while still actively participating in a customer interaction.

Top of Page

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 no new features or functionality.

Corrections and Modifications

This release includes the following corrections:

Fixed an issue with chat Abandons on TServer/SIPServer VQs that were not being counted.

Fixed an issue where Genesys Callback support was always enabled even if the callback Option section was disabled.

Corrected omission where the new code "to 'hide' all passwords in both the regular logs and the recovery logs" was not actually included in the 6.2.007.00 Hot Fix Release.

Top of Page

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 no new features or functionality.

Corrections and Modifications

This release includes the following correction:

Fixed an issue where the eventAttributeValue determiner was returning the Key name rather than the Value of the targeted Key/Value pair.

Top of Page

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 functionality:

• The Adapter no longer requires that an Agent LoginID be used in the AgentID attribute of voice TServer/SIPServer events. The default behavior is to still check the AgentID attribute against the list of Agent LoginIDs but if there is no match, the Adapter attempts to match one of the EmployeeID fields in the list of CfgPerson objects.

Corrections and Modifications

This release includes the following corrections and modifications:

Added EmployeeID as an alternative identifier to Agent LoginID in the AgentID attribute of voice TServer/SIPServer events.

Fixed an issue where the UserEvent Request RequestRecordCancel was not one of the event types used to signify the closing of an outbound record.

Top of Page

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 no new features or functionality.

Corrections and Modifications

This release includes the following corrections and modifications:

Fixed an issue where a consult call abandoned on a queue before the second agent answered was not being terminated properly in the internal tables. This was only occurring with the voice/parallelQueuesEnabled Option set to true.

Fixed an issue where the Adapter was not including its Application Name when sending a connection request to a TServer/SIPServer.

Top of Page

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 no new features or functionality.

Corrections and Modifications

This release includes the following corrections and modifications:

Fixed an issue where an IllegalStateException was being thrown when a call was re-queued in a VHT VQ for the second time.

Top of Page

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 no new new features or functionality.

Corrections and Modifications

This release includes the following corrections and modifications:

Fixed an issue where ConcurrentModificationExceptions were being thrown when generating the reports.

The Adapter now checks the license hostname field at startup against the simple name and the qualified name.

Fixed an issue where ACW sessions that were not contiguous with the associated call were not being filtered properly by the filter/targetGroup option.

Top of Page

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 no new new features or functionality.

Corrections and Modifications

This release includes the following corrections and modifications:

Fixed an issue where the Adapter failed to start if any of the TServer/SIPServer(s) listed in the Connections tab refused the Adapter's connection requests at startup.

Fixed an issue where the Adapter failed to register monitored DNs with the reconnected TServer/SIPServer(s) when a lost connection was re-established.

Top of Page

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 features:

• Password options have been added to the Adapter to ensure that the passwords used by the application are not presented as plaintext in either Genesys Administrator or Configuration Manager.


• historical.ftp/password


• Description: contains the hidden password for the FTP connection
• Replaces: historical.ftp/userPassword
• Valid Values: any alphanumeric password


• historical:<streamName>/password


• Description: contains the hidden password for the Stream's FTP connection
• Replaces: historical:<streamName>/ftp.userPassword
• Valid Values: any alphanumeric password


• rta/password


• Description: contains the hidden password for the RTA connection
• Replaces: rta/teleopti.password
• Valid Values: any alphanumeric password


• rta:<streamName>/password


• Description: contains the hidden password for the Stream's RTA connection
• Replaces: rta:<streamName>/teleopti.password
• Valid Values: any alphanumeric password



When the Adapter is parsing the configuration Options, it will use the four new Options if they have been set. If the new Options are not present, then the Adapter will default to the original replaced Options that will still show the associated passwords as plaintext.



• The logging has been modified to "hide" all passwords in both the regular logs and the recovery logs.

Corrections and Modifications

This release includes the following corrections and modifications:

Added four password Options that will hide the set user passwords.

Modified the logging to obfuscate any password Options or attributes from the logs.

Top of Page

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 no new new features or functionality:

Corrections and Modifications

This release includes the following corrections and modifications:

Fixed a problem with successful VHT callbacks that were abandoned by the customer before the agent could join the call. These calls are now counted as Abandoned.

Top of Page

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 changing the location of the recovery log files from the default recovery folder. A new property, recoveryPath, can be added to the GPlusWFM.properties file contained in the config folder of the Adapter installation. Either an absolute or relative path can be specified to identify the destination folder.


• The reported RTA state for an open outbound record concurrent with ACW at the end of an outbound campaign has been changed from OutboundPreview to AfterCallWork.


• A new media filter type has been added to the filter:<filterName> Option section. The associated media type can be either included or excluded by the filter.


• media.<media type>


• Description: allows the configured filter to include or exclude events based on the media type associated with those events.
• Valid Values: include or exclude
• Examples: media.email = include, media.workitem = exclude


• A new Option Section, individualDNs, has been added to allow for monitoring the small numbers of DNs that cannot presently be identified with the existing Options. The DN number is the Option key and the value field can be left blank.

Corrections and Modifications

This release includes the following corrections and modifications:

A new feature allows the path for recovery logs to be configured.

Changed the RTA state for an open outbound record after the call is released to ACW.

A new feature allows the filter Option sections to also filter by media type.

Fixed problem where incomplete activity was not reported when the connection was lost to a TServer/SIPServer or Interaction Server.

Fixed problem where PushPreview interactions that closed the record while the Agent was in ACW were not reported correctly.

Fixed problem where ACW time in Progressive/Predictive chained records was not reported correctly.

A new Option section, individualDNs was added to enable monitoring of single DNs or Trunk Groups.

Fixed problem where Progressive outbound calls with open records were not reported correctly when the call was released with the Agent in a Ready state.

Top of Page

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 Option, ignoreCampaignConsults, has been added to outbound Option section. This Option configures how the Adapter will allocate a consult call originating from an outbound Campaign call.


• outbound/ignoreCampaignConsults


• Description: allows the consult call to be allocated to a target other than the outbound Campaign
• Default: false - allocated to outbound Campaign
• Valid Values: true or false


• The addp settings for the Configuration Server connection have changed with Release 6.2.001 of the Adapter. There are four possible trace modes and that has not changed but the names used in the Adapter to identify them have been altered. The trace mode is set using the addpTraceMode property in the GPlusWFM.properties file contained in the config folder.
  
  

  addp Trace Mode	Previous name	6.2 name
  None	off	None
  Local	local	Local
  Remote	remote	Remote
  Trace on Both Sides	full	Both

Corrections and Modifications

This release includes the following corrections and modifications:

A new Option, outbound/ignoreCampaignConsults, has been added.

The names used to identify the addp trace modes for the Configuration Server connection have been modified.

Top of Page

Known Issues and Recommendations

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

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

Top of Page

Discontinued Support

This section documents features that are no longer supported in this software. This cumulative list is in release-number order with the most recently discontinued features at the top of the list. For more information on discontinued support for operating environments and databases, see �Discontinued Support� in the Genesys Supported Operating Environment Reference Guide.

The callback/connectedValue Option has been removed.

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

Top of Page

Internationalization

Information in this section is included for international customers.

There are no known internationalization issues for this product.

Top of Page

Additional Information

Additional information on Genesys Telecommunications Laboratories, Inc. is available on our Customer Care website. The 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.

Top of Page