Release Note

Gplus Adapter for Verint WFM

6.1.x

Genesys Telecommunications Laboratories, Inc. © 2015-2016

Contents

Introduction

Release Number AIX Linux Solaris Windows
6.1.013.00 [04/06/16] – Hot Fix   X X X
6.1.012.00 [02/08/16] – Hot Fix   X X X
6.1.011.00 [12/23/15] – Hot Fix   X X X
6.1.010.00 [12/08/15] – Hot Fix   X X X
6.1.009.00 [11/01/15] – Hot Fix   X X X
6.1.008.00 [10/15/15] – Hot Fix   X X X
6.1.007.00 [08/31/15] – Hot Fix   X X X
6.1.006.00 [08/10/15] – Hot Fix   X X X
6.1.005.00 [07/28/15] – Hot Fix   X X X
6.1.004.00 [07/16/15] – Hot Fix   X X X
6.1.003.01 [06/16/15] – Hot Fix   X X X
6.1.002.00 [05/20/15] – Hot Fix   X X X
6.1.001.00 [04/20/15] – General   X X X

Link to 6.0 Product Release Note (Cumulative)
Known Issues and Recommendations
Discontinued Support
Internationalization
Additional Information


Introduction

This release note applies to all 6.1 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 Customer Care representative if you have any questions.


Release Number 6.1.013.00 [04/06/16] – 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 and functionality:


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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Release Number 6.1.012.00 [02/08/16] – 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 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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Release Number 6.1.011.00 [12/23/15] – 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 for this product. This release contains the following new features and functionality:


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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Release Number 6.1.010.00 [12/08/15] – 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 for this product. This release contains the following new features and functionality:

Corrections and Modifications

This release includes the following corrections and modifications:


Fixed a bug where the call record was not terminated if the Agent logged out prior to ending the call. (WFM-1958)


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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Release Number 6.1.009.00 [11/01/15] – 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 for this product. This release contains the following new features and functionality:


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 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)


The AgentScorecardMetrics report now reports the interaction statistics in the interval that the interaction ended. (WFM-1948)


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Release Number 6.1.008.00 [10/15/15] – 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 for this product. This release contains the following new features and functionality:


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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Release Number 6.1.007.00 [08/10/15] – 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 for this product. This release contains the new features and functionality:


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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Release Number 6.1.006.00 [08/10/15] – 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 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 outbound Right Party statistics were not being reported for the Predictive and Progressive ASM modes. (WFM-1927)


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Release Number 6.1.005.00 [07/28/15] – 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 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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Release Number 6.1.004.00 [07/16/15] – 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 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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Release Number 6.1.003.01 [06/16/15] – 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 for this product. This release contains the following new features or functionality:

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)


New functionality was added to the historical.reports/verint.version Option to change how the Adapter reports handle time in the voice Contact Statistics report. (WFM-1907)


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


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Release Number 6.1.002.00 [05/20/15] – 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 for this product. This release contains the following new features or functionality:

Corrections and Modifications

This release includes the following corrections and modifications:


The times in the email Contact Statistics report can now be reported in seconds. (WFM-1895)


A Volume Handled ( VH ) statistic can now be added to the voice Contact Statistics report. (WFM-1897)


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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Release Number 6.1.001.00 [04/20/15] – 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:


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.

Found In: 5.2.010.00 Fixed In: 6.1.001.00

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. 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 replaced with the event.properties/chat.target.determiner and event.properties/email.target.determiner Options.

Discontinued As Of: 6.1.008.00

The rta/stateTransformer.class option has been removed. The former default, VerintRTAStateTransformer, is always used.

Discontinued As Of: 6.0.001.00

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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 website, and the Documentation Library DVD (produced monthly).

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