This release note applies to all 7.2 releases of the Gplus Adapter for Verint WFM.
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
New in This Release
Corrections and Modifications
The operating systems supported by this release are listed in the Contents, above.
This is a hot fix for the product. This release contains no new features or functionality.
This release includes the following corrections and modifications:
Updated Amazon AWS SDK libraries to version 1.12.642 to mitigate CVE-2024-21634.
Updated SSHJ library to version 0.38.0 to mitigate CVE-2023-48795.
Supported Operating Systems
New in This Release
Corrections and Modifications
The operating systems supported by this release are listed in the Contents, above.
This is a hot fix for the product. This release contains no new features or functionality.
This release includes the following corrections and modifications:
Updated SSHJ library to version 0.37.
Updated SLF4J library to version 2.0.7.
Updated Netty libraries to version 4.1.100.Final to address the vulnerability CVE-2023-44487.
VH Stat is now added to the legacy Verint Contact statistics report.
Supported Operating Systems
New in This Release
Corrections and Modifications
The operating systems supported by this release are listed in the Contents, above.
This is a hot fix for the product. This release contains no new features or functionality.
This release includes the following corrections and modifications:
Updated Netty libraries to address the vulnerability CVE-2023-34462.
Updated Guava library to address the vulnerability CVE-2023-2976.
Updated Bouncy Castle libraries to address the vulnerability CVE-2023-33201.
Fixed a NullPointerException that could occur for some events when the parallelQueuesEnabled option is enabled.
Fixed an install script bug that would cause the install script to fail if the GPlusWFM.properties file contained special characters.
Fixed a discrepancy with how the shortAbandonThreshold is calculated for some Verint reports.
Supported Operating Systems
New in This Release
Corrections and Modifications
The operating systems supported by this release are listed in the Contents, above.
Gplus Adapter for WFM now supports Java 17.
This release includes the following corrections and modifications:
Fixed a bug where some startup options configured in the GPlusWFM.properties file would not be recognized by the adapter when using the correct name.
Updated the Adapter installation and setup instructions.
Fixed an issue for Advanced Email interactions with an InboundCustomerReply subtype and an attribute of InteractionParentInteractionId not being reported as handled.
Supported Operating Systems
New in This Release
Corrections and Modifications
The operating systems supported by this release are listed in the Contents, above.
This is a hot fix for the product. This release contains no new features or functionality.
This release includes the following corrections and modifications:
Fixed an issue for Voice interactions with an interactionID attribute being incorrectly reported as OpenMedia interactions.
Fixed an issue with logoutOnEmptyMediaTypes incorrectly creating a login session for the interaction server.
Fixed an issue where email replies were not being associated with their parent if the parent was initiated by a custom reporting event.
The adapter now handles the UniversalQueueReclassify custom reporting events coming from iWD with. Added new option customReporting/customReportingReclassifyId.
Updated Netty libraries to address the following vulnerabilities: CVE-2022-41915 and CVE-2022-41881.
Supported Operating Systems
New in This Release
Corrections and Modifications
The operating systems supported by this release are listed in the Contents, above.
This is a hot fix for the product. This release contains no new features or functionality.
This release includes the following corrections and modifications:
Updated FasterXML serialization libraries to address the following vulnerabilities: CVE-2022-42003 and CVE-2022-42004.
Fixed a bug when using relative paths for report destination directories in the FTP configuration.
The adapter no longer falls back to the defaultServiceThreshold when defaultAbandonThreshold is set to 0.
The adapter no longer falls back to the abandonedThreshold when the shortAbandonThreshold and defaultShortAbandonThreshold are not set.
Fixed a bug where the application/logoutOnEmptyMediaTypes Option would check for media sessions not associated with the server.
Supported Operating Systems
New in This Release
Corrections and Modifications
The operating systems supported by this release are listed in the Contents, above.
This is a hot fix for the product. This release contains no new features or functionality.
This release includes the following corrections and modifications:
Fixed an issue with EventCustom events causing unnecessary exceptions.
Fixed a bug preventing the last valid queue target to be captured for diverted calls when option voice/parallelQueuesEnabled is set to true.
Fixed an IllegalAccessException that would occur when running the adapter without specifying --add-opens java.base/jdk.internal.misc=ALL-UNNAMED in the JVM options.
Fixed a bug causing NullPointerExceptions to appear in the logs during event mapping.
Supported Operating Systems
New in This Release
Corrections and Modifications
The operating systems supported by this release are listed in the Contents, above.
This release contains the following new features and functionality.
chatThis option specifies the attribute(s) of a chat Interaction Server Event that are checked to determine if the chat is out-of-focus.
chatThis option specifies a comma-separated list of values that indicate the chat is out-of-focus. These values are checked using the outOfFocus.determiner.
This release includes the following corrections and modifications:
Updated third-party libraries to address vulnerability CVE-2022-31159.
Fixed an issue with the SSHJ library attempting to modify file attributes after transferring via SFTP.
Fixed an issue with in progress interactions being counted as answered twice when the Interaction Server disconnects and reconnects.
Fixed an issue with the adapter disconnecting from all servers when one of many multimedia switches is disabled or deleted, regardless of whether the server was associated with the multimedia switch.
Fixed an issue with the bootstrap.jar start up file.
Supported Operating Systems
New in This Release
Corrections and Modifications
The operating systems supported by this release are listed in the Contents, above.
This release contains the following new features and functionality.
eventLoggingMode, was added to the application Option section. When added and set to the default value of minimum, only the necessary event attributes required for reporting by the Gplus Adapter for WFM are logged. This prevents sensitive PII data from appearing in recovery logs. A value of full provides all event attributes in recovery logs.applicationminimumminimum, fullrecoveryTimeout, was added to the application Option section. If the recovery log playback has not been completed by this timeout, processing ends and start up continues without completing the recovery log processing.application0 (no timeout set)fileNamePrefix, was added to the billing Option section. This option allows the user to change the prefix for the billing report file name. For example, GplusWFM_TenantID..billingBDS_Report.ronaValue, was added to the event.properties Option section. Setting this value determines the valid values for the attribute defined in the ignoreRONA_EventAttribute option in order to determine if a call is a RONA scenario. If the ronaValue matches the ignoreRONA_EventAttribute value, then the call is counted as answered.event.propertiesignoreRONA_EventAttribute
This release includes the following corrections and modifications:
Fixed an issue with redundant StateTable updates causing unncessary load on the Adapter. The Adapter now checks if the reason has changed before generating an update to the place state.
Updated third-party libraries to address the following CVE vulnerabilities: CVE-2022-25647, CVE-2020-36518, and CVE-2022-24823.
Supported Operating Systems
New in This Release
Corrections and Modifications
The operating systems supported by this release are listed in the Contents, above.
This release contains the following new features and functionality.
ObservationQueue, is now available for the ixnProcessObjects Option section. This value allows all queuing events for the specified queue to be ignored but still provides monitoring.ixnProcessObjectsObservationQueueThis resolves an issue for environments experiencing extra abandons on interactions pulled back to the queue.
enableHostVerification, was added to the historical.ftp Option section with a default value of true. When upgrading to this Adapter version, ensure the known_hosts file is available or the knownHostEntry Option is configured.historical.ftp
truetrue or false
knownHostEntry
This option provides critical security by enabling SFTP host validation against a known_hosts file or the knownHostEntry Option. The known_hosts file is located in ~/.ssh/known_hosts for linux or %USERPROFILE%\.ssh\known_hosts for Windows. For situations where the known_hosts file is inaccessible or can�t be updated, host verification can also be performed by using the new knownHostEntry option (below). For additional information, refer to the Host Verification section of the Gplus Adapter Installation and Configuration Guide.
This option is also available in the historical:<streamName> Option section as ftp.enableHostVerification.
knownHostEntry, was added to the historical.ftp Option section.historical.ftp
enableHostVerification
This option accepts a value that represents a known host entry. When the enableHostVerfication option is enabled and the knownHostEntry value is populated, the SFTP transfer manager will verify host connections against this entry.
This option is also available in the historical:<streamName> Option section as ftp.knownHostEntry.
This release includes the following corrections and modifications:
Replaced the jcraft jsch library with sshj to support additional ciphers: aes256-gcm@openssh.com and aes128-gcm@openssh.com.
Fixed the following issues for instances with parallelQueuesEnabled set to true:
The operating systems supported by this release are listed in the Contents, above.
As of 03/11/2022, this release is no longer available. A critical issue was discovered during regression testing. The identified issue will be addressed in the next release. If you have already downloaded the software, contact your Genesys Customer Care representative.
The operating systems supported by this release are listed in the Contents, above.
As of 03/11/2022, this release is no longer available. A critical issue was discovered during regression testing. The identified issue will be addressed in the next release. If you have already downloaded the software, contact your Genesys Customer Care representative.
Supported Operating Systems
New in This Release
Corrections and Modifications
The operating systems supported by this release are listed in the Contents, above.
This is a hot fix for the product. This release contains no new features or functionality.
This release includes the following corrections and modifications:
Important security fixes related to the Apache Log4j 2 vulnerability (CVE-2021-44832) have been addressed; the Log4j library included with Gplus Adapter for WFM has been upgraded to version 2.17.1.
Supported Operating Systems
New in This Release
Corrections and Modifications
The operating systems supported by this release are listed in the Contents, above.
This is a hot fix for the product. This release contains no new features or functionality.
This release includes the following corrections and modifications:
Important security fixes related to the Apache Log4j 2 vulnerability (CVE-2021-44228) have been addressed; the Log4j library included with Gplus Adapter for WFM has been upgraded to version 2.16.0.
Fixed an issue on startup where Custom events in the statedump.json file would throw exceptions impacting queue backlog and times.
Supported Operating Systems
New in This Release
Corrections and Modifications
The operating systems supported by this release are listed in the Contents, above.
This release contains the following new features and functionality.
customReporting, is now available. This section is optional and must be added manually as it is not included in the Application Template. The following options are available in the customReporting section:
Note: For these custom events to propagate to the adapter, the enableCustomWfmEvents flag must be enabled in Genesys Cloud iWD. For assistance, contact Professional Services.
This option specifies the attribute of an EventCustomReporting event and future interaction events, indicating if these events are part of a Cloud iWD interaction.
This option specifies a comma separated list of values that indicate that this is part of a Cloud iWD interaction. These values are checked using the above determiner.
This option specifies the ID of a Cloud iWD interaction as this may differ from the interactionId(s) in use.
This option specifies the value found in the CustomEventId attribute of the EventCustomReporting event, indicating the start of the Cloud iWD interaction.
This option specifies the value found in the CustomEventId attribute of the EventCustomReporting event, indicating the end of the Cloud iWD interaction.
This release includes the following corrections and modifications:
Fixed a bug where an EventLinkDisconnected event was erroneously treated as a server disconnect causing agent states to be lost.
Supported Operating Systems
New in This Release
Corrections and Modifications
The operating systems supported by this release are listed in the Contents, above.
This is a hot fix for this product. This release contains no new features or functionality.
This release includes the following corrections and modifications:
Fixed a bug with NullPointerExceptions appearing in the logs for agent place state changes.
Fixed a bug causing an extra configuration download when reconnecting to the Config Server.
Fixed a bug for Virtual Queues with the same name across multiple Multimedia switches that caused exceptions, preventing those events from being processed.
Supported Operating Systems
New in This Release
Corrections and Modifications
The operating systems supported by this release are listed in the Contents, above.
This release contains the following new features and functionality.
prefix, was added to the historical.reports and historical.streamName Option sections.
historical.reports and historical.streamNameThis option specifies the prefix to apply to all historical report filenames in the historical stream. If individual reports require unique prefixes, separate streams must be used. The remaining file names are unchanged after the prefix.
This release includes the following corrections and modifications:
Fixed a bug with NullPointerExceptions appearing on agent login events.
Supported Operating Systems
New in This Release
Corrections and Modifications
The operating systems supported by this release are listed in the Contents, above.
This is a hot fix for this product. This release contains no new features or functionality.
This release includes the following corrections and modifications:
Fixed a bug causing NullPointerExceptions from unrecognized DNs.
Fixed an issue for interactions with conflicting targets.
Fixed a bug where the EventUnregistered event for an agent's place was being ignored.
Supported Operating Systems
New in This Release
Corrections and Modifications
The operating systems supported by this release are listed in the Contents, above.
This is a hot fix for this product. This release contains no new features or functionality.
This release includes the following corrections and modifications:
Fixed a bug causing an incorrect queue to be targeted when using parallel queues.
Supported Operating Systems
New in This Release
Corrections and Modifications
The operating systems supported by this release are listed in the Contents, above.
This is a hot fix for this product. This release contains no new features or functionality.
This release includes the following corrections and modifications:
Fixed a bug preventing an active RTA stream from re-initializing correctly when renamed.
Fixed a bug preventing the initial agent states to be sent when re-enabling an RTA stream.
Fixed a bug affecting the behavior of application/logoutOnEmptyMediaTypes = true that was causing an agent to be logged back in automatically.
The Adapter now starts correctly after a graceful shutdown. Previously, an error in the state dump file would prevent the restart.
Updated a third-party library used for json serialization in the state dump file.
Supported Operating Systems
New in This Release
Corrections and Modifications
The operating systems supported by this release are listed in the Contents, above.
This release contains the following new features and functionality.
verint.longAgentID, was added to the rta Option section to specify if the Agent ID length of 128-characters is enabled. The default value, false, corresponds to the Agent ID length of 24-characters. A true value corresponds to an Agent ID length of 128-characters. This selection must align with the Verint WFM configuration - see Verint's Advanced configuration parameter KEEP_CCM_PLUGIN_ORIGINAL_AGENTID_LENGTH.
rtafalsetrue or falseThis option specifies if the Agent ID length of 128-characters is enabled. This must align with the Verint WFM configuration. This option is also available in the rta:streamName Option section.
This release includes the following corrections and modifications:
Updated the list of expected event attributes, removing the excessive warning log messages identifying an unrecognized attribute.
Fixed a regression error preventing state dumps from being read on startup.
Fixed a bug for NullPointerExceptions appearing on login events.
Fixed a bug for NullPointerExceptions appearing on EventRegistered for initial connection to Tserver. While these were harmless, they caused extra support.
Supported Operating Systems
New in This Release
Corrections and Modifications
The operating systems supported by this release are listed in the Contents, above.
This is a hot fix for this product. This release contains no new features or functionality.
This release includes the following corrections and modifications:
Fixed a regression error impacting interaction server connections.
Fixed a bug causing NullPointerExceptions from agent login events.
Fixed a bug causing FTP tasks to be delayed.
Supported Operating Systems
New in This Release
Corrections and Modifications
The operating systems supported by this release are listed in the Contents, above.
This is a hot fix for this product. This release contains no new features or functionality.
This release includes the following corrections and modifications:
Fixed a bug causing short abandons to be handled incorrectly in Service Level calculations.
Supported Operating Systems
New in This Release
Corrections and Modifications
The operating systems supported by this release are listed in the Contents, above.
This is a hot fix for this product. This release contains no new features or functionality.
This release includes the following corrections and modifications:
Reduced the negative impact of removing a TServer connection while running; this is still not advised as it will cause a delay in processing other events.
Fixed a bug that caused non-enabled historical and RTA streams to start up producing no output; these streams could cause exceptions in the logs and use unnecessary resources.
Added support for Places that span multiple TServers.
Fixed a regression error for calls not always pegging to the correct queue when voice/parallelQueues is enabled.
Supported Operating Systems
New in This Release
Corrections and Modifications
The operating systems supported by this release are listed in the Contents, above.
This is a hot fix for this product. This release contains no new features or functionality.
This release includes the following corrections and modifications:
Fixed a bug where mapped reason codes, while using pendingOnly ACW strategy, could cause standalone ACW sessions.
Fixed a bug causing some queued callbacks to not be tagged correctly as callbacks.
Fixed a bug with unaccepted callbacks where the customer stayed on the line may have been reported as abandoned.
Fixed a bug where calls pulled back from the agent's place to be rerouted would result in an invalid agent state and incorrect reporting.
Fixed a bug when receiving a RONA call that could leave a non-routed interaction on an agent's place.
Fixed a harmless exception on Message Server connections.
Supported Operating Systems
New in This Release
Corrections and Modifications
The operating systems supported by this release are listed in the Contents, above.
This is a hot fix for this product. This release contains no new features or functionality.
This release includes the following corrections and modifications:
Fixed a bug causing license failures on fully qualified host names.
Fixed a bug in the VHT handling code that may have caused negative delays, resulting in exceptions and incorrect processing of a call.
Fixed a bug where an agent changing state after viewing concurrent preview records in ACW caused exceptions.
Fixed a bug causing NullPointerExceptions when connected to Message Server for some environments.
Supported Operating Systems
New in This Release
Corrections and Modifications
The operating systems supported by this release are listed in the Contents, above.
This is a hot fix for this product. This release contains no new features or functionality.
This release includes the following corrections and modifications:
Fixed a bug where pendingOnly for acwStrategy would be wrongly interrupted by a second ACW event before ending the first ACW session.
Fixed a regression error that prevented the adapter from starting if installed as a ThirdPartyApplication.
Supported Operating Systems
New in This Release
Corrections and Modifications
The operating systems supported by this release are listed in the Contents, above.
This release contains the following new features and functionality.
usePlacedInQueueTime, was added to the event.properties Option section
that specifies whether the PlacedInQueueTime attribute will be used as the queue time for Interaction
Server interactions routed through a Virtual Queue (VQ). The default setting, true, specifies the previous
behavior which was to use the PlacedInQueueTime attribute which indicated when the interaction had been
queued in the associated Interaction Queue. Setting the option to false means that the event time for
the VQ's EventQueued will be used.
event.propertiestruetrue or falseThis option specifies which event attribute will be used for an Interaction Server interaction routed through a VQ.
prioritizeStates, was added to the rta Option section
that specifies how simultaneous (event times the same) Real Time Adherence (RTA) state changes are
reported. The default setting, true, specifies that the priority rules will be applied
and the higher priority RTA state will be sent. Setting the option to false means that
the RTA state changes are reported in the order that the Adapter receives them.
rtatruetrue or falseThis option specifies how simultaneous RTA state changes are reported.
stateAttribute, has been added to the interaction.reason.determiner.
This new type can be used to reference state attributes outside of those found in the associated event.
The following is a list of the possible settings:
stateAttribute: reasonCodeThis setting returns the Reason associated with the Agent's Ready state at the time the interaction is accepted:
NotReady or a Ready state.reasonCodeMappings
or readyCodeMappings Option sections will not be applied.stateAttribute: mediaTypeThis setting returns either voice or the value of the MediaType attribute in the Interaction Server event.
stateAttribute: readyStateThis setting returns the Agent's state at the time the interaction is accepted and will return one of the following:
ReadyNotReadyACWLoggedInverint.mediaAgentReportEnabled, has been added to the historical.reports section.
historical.reportsfalsetrue or falseThis option specifies whether the chat agent report will be written when the Agent Scorecard Metric Report is written.
To designate the location of the report, a new option, mediaAgentReportDirectory, has been added to the historical.reports section.
historical.reportsnullThis option specifies whether the chat agent report will be written to a separate directory from the main directory. If null, the directory in remoteDestinationDirectory will be used.
This release includes the following corrections and modifications:
Updated the bootstrap.jar Manifest file and the Windows installation scripts to resolve a Windows Service installation failure.
Fixed an issue where the app DBID of the adapter was being incorrectly set to -1 in the LCA connection. The correct DBID is now used.
Reporting of handle time for email replies no longer requires the original inbound email to be accepted by the agent first. The agent activity associated with the reply will be reported even with the original email still in a workbin. Previously, the original email had to be accepted on the agent's place before the reply's handle time would be reported.
Reporting of Genesys callbacks is no longer affected by the voice/parallelQueuesEnabled option.
Previously, enabling the voice/parallelQueuesEnabled option would result in offered counts for
callback VQs being erroneously incremented.
Writing events to the recovery log should no longer generate IllegalStateException: Nesting problem exceptions
as a result of a corrupted file. Previously, a race condition was resulting in characters being written out of order.
Fixed a regression error that prevented VHT calls from being counted as abandoned at the configured flush time.
The aws-java-sdk-1.11.482.jar file was replaced with aws-java-sdk-core-1.11.483.jar and aws-java-sdk-s3-1.11.483.jar, saving approximately 115 MB in the distribution.
Fixed a regression error with Message Server connections failing their handshake on initial connect.
Supported Operating Systems
New in This Release
Corrections and Modifications
The operating systems supported by this release are listed in the Contents, above.
There are no restrictions for this release. This release contains the following new features or functionality:
There are no corrections and modifications for this release.
This section provides the latest information on known issues and recommendations associated with this product.
There are no known issues for this release.
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 items for this product.
Information in this section is included for international customers.
There are no known internationalization issues for this product.
Additional information on Genesys Cloud Services, Inc. is available on our Customer Care website. The following documentation also contains information about this software and is available on the Gplus Adapters page on the documentation website.
Product documentation is provided on the Customer Care website, the Genesys Documentation website, and the Documentation Library DVD.