Release Note

Gplus Adapter for Verint WFM

5.2.x

Genesys Telecommunications Laboratories, Inc. © 2012-2013

Contents

Introduction

Release Number AIX HP-UX Linux Solaris Tru64 UNIX Windows
5.2.015.00 [08/30/13] – Hot Fix     X X   X
5.2.014.00 [07/12/13] – Hot Fix     X X   X
5.2.013.00 [06/25/13] – Hot Fix     X X   X
5.2.012.00 [06/19/13] – Hot Fix     X X   X
5.2.011.00 [05/10/13] – Hot Fix     X X   X
5.2.010.00 [03/12/13] – Hot Fix     X X   X
5.2.009.00 [01/28/13] – Hot Fix     X X   X
5.2.008.00 [11/30/12] – Hot Fix     X X   X
5.2.006.00 [10/24/12] – Hot Fix     X X   X
5.2.005.00 [10/12/12] – Hot Fix     X X   X
5.2.004.00 [09/21/12] – Hot Fix     X X   X
5.2.003.00 [09/18/12] – Hot Fix     X X   X
5.2.002.00 [08/27/12] – Hot Fix     X X   X
5.2.001.00 [08/24/12] – General     X X   X

Link to 5.1 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is no longer an affiliate of Alcatel-Lucent; any indication of such affiliation within Genesys products or packaging is no longer applicable.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 5.2 releases of the Gplus Adapter for Verint WFM.

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 technical support representative if you have any questions.


Release Number 5.2.015.00 [08/30/13] – 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, 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 modifications:


Corrected a problem that caused the Message Server dbid and name to be included in the Alarm message rather than the Adapter's. (WFM-1782)


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Release Number 5.2.014.00 [07/12/13] – 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, 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 modifications:


Fixed bug where the Adapter application did not actually stop when an exception was thrown during startup. (WFM-1775)


Fixed bug where the TransferConnID event attribute was not used to associate a transfer or conference call back to the original call when the call was initially routed to a non-monitored DN. (WFM-1774)


Fixed bug where unexpected authentication methods from an SFTP server can cause the transfer thread to loop indefinitely and block report generation. Only public key and password authentication is allowed. (WFM-1773)


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Release Number 5.2.013.00 [06/25/13] – 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, above.

New in This Release

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

An Option has been added to the Gplus Adapter configuration to allow the Adapter to ignore an Abandon event generated when a call is pulled back from an agent's DN in a RONA (Re-Route On No Answer) scenario. All Abandons on Ringing are ignored including legitimate Abandons where the customer releases the call:

Corrections and Modifications

This release includes the following modification:


Added functionality and a new Option (event.properties/ignoreAbandonOnRinging). (WFM-1765)


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Release Number 5.2.012.00 [06/19/13] – 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, 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 error where the Adapter would not recognize an EventError as a response to an Unregister DN request and continue to make requests. (WFM-1767)


The errors in the svcinstall.bat.example file have been corrected. (WFM-1685)


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Release Number 5.2.011.00 [05/10/13] – 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, 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 error where the application/countUnattachedACW = 'false' Option was ignored when an EventAgentNotReady with an ACW (3) workmode attribute was received while the reasonCodeMappings/<null> = 'state=ACW' Option was set. (WFM-1762)


The ReasonCodeParser now ignores case. (WFM-1756)


Fixed error where a log message generated if there was no connection to the MessageServer incorrectly identified it as a missing connection to the LCA . (WFM-1755)


Windows Service installation script (svcinstall.bat) now uses the Apache Commons daemon prunsvc.exe executable as a service wrapper . (WFM-1754)


The application name is now included in the connect request to all of the Genesys servers. (WFM-1752)


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Release Number 5.2.010.00 [03/12/13] – 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, 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 error where clearing an ftpFailure Alarm would throw a NullPointerException. (WFM-1748)


Fixed error where a problem with an SFTP connection would not generate an ftpFailure Alarm. (WFM-1748)


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Release Number 5.2.009.00 [01/28/13] – 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, above.

New in This Release

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

The application/multiTenant Option has been removed and replaced with the following Option to improve the MultiTenant Configuration Server support for Interaction Queues:

The dbid of the Tenant that the Gplus Adapter is associated with must be specified or the default of '101' (Resources) will be used.

A script, serverHostName, has been added that prints the Adapter's server hostname. This hostname is the correct name to use when requesting a license for the adapter instance. The location of a Java executable must be added to the script in the same manner as the startUp script and the .example suffix must be removed. The server hostname will be printed when the script is run in the console.

A Windows version and a bash version of the script have been provided.

Corrections and Modifications

This release includes the following corrections and modifications:


Added the application/tenant Option to allow the Adapter's tenant to be set with a MultiTenant Configuration Server. (WFM-1737)


The RTA options in the media:<name> Section if not defined, will now be set to the default OpenMedia RTA states. (WFM-1736)


The SFTP connection timeout has been increased to 30 seconds. (WFM-1734)


The agent RTA state when handling a routed call is now based on the CallType attribute of the Genesys events when the attribute is present. (WFM-1733)


A memory leak in the OpenMedia event processing was fixed. (WFM-1730)


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Release Number 5.2.008.00 [11/30/12] – 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, 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 error where the EntryText field was not always populated in alarms sent to the Message Server. (WFM-1728)


Fixed error where calls queued longer than 4 hours were not automatically expired. (WFM-1727)


Fixed error where Email Contact Statistics report interval times were not in 24 hour format. (WFM-1726)


Modified event attribute Properties code so that the properties can reference nested attributes to an arbitrary depth. (WFM-1725)


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Release Number 5.2.006.00 [10/24/12] – 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, above.

New in This Release

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

The following options have been added to the media:<name> section to provide mapping of agent OpenMedia RTA states to acceptable Verint integer codes:

The option value consists of two parts:

Corrections and Modifications

This release includes the following corrections and modifications:


Fixed error where the RTA state handler was not disposed when the RTA connection was lost. (WFM-1720)


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Release Number 5.2.005.00 [10/12/12] – 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, 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 error where the application status was not updated and remained at INITIALIZING when the adapter connected to the Local Control Agent . (WFM-1718)


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Release Number 5.2.004.00 [09/21/12] – 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, 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 error where chat interaction handle time was not reported if the interactions were completed within the report delay time (30 seconds) at the start of an interval. (WFM-1714)


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Release Number 5.2.003.00 [09/18/12] – 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, 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 error where VQ aliases were not being handled properly. (WFM-1711)


Fixed error where ACW time would still be counted against a Target excluded by a filter. (WFM-1711)


Performance improvements in the LiveSQL code that generates the multimedia (email, chat, etc.) metrics for the historical reports. (WFM-1710)


Fixed error where a non-integer character in a Genesys server port configuration would cause an exception even with servers that the adapter was not monitoring. (WFM-1706)


Fixed error where a NullPointerException was thrown when a Configuration Server EventObjectCreated did not have an annex data section. (WFM-1700)


Fixed error where exceptions were thrown serializing and deserializing UTFStrings in KeyValueCollection event attributes. (WFM-1699)


Added the ClientName field to the Interaction Server connection code to be compatible with Interaction Server version 8.1.200.21. (WFM-1698)


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Release Number 5.2.002.00 [08/27/12] – 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, 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:


Extended event parsing to email, chat and iWD/OpenMedia events generated from VQs that are associated with a voice Switch rather than a Multimedia Switch. (WFM-1694)


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Release Number 5.2.001.00 [08/24/12] – 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, above.

New in This Release

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

Corrections and Modifications

This release includes the following corrections and modifications:


Replaced RTA code - adapter has to be restarted to change the port. (WFM-1651)


Modified EnabledMediaFilter to remove all media types not in the list and not just the last one. (WFM-1682)


Moved the Configuration server connection parameters from the startup scripts to the GPlusWFM.properties file contained in the config directory. (WFM-1683)


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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

Found In: 5.1.001.00 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.


The Option, application/multiTenant, was removed.

Discontinued As Of: 5.2.009

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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.

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

Note: For the DVD/CD, the New Documents on this DVD/CD page indicates the production date for that disc. Due to disc production schedules, documentation on the Customer Care 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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