Release Note

Contents

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is no longer an affiliate of Alcatel-Lucent; any indication of such affiliation within Genesys products or packaging is no longer applicable.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.genesyslab.com for more details.

This release note applies to all 8.1 releases of Genesys Voice Platform (GVP) Reporting Server.

• 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 about third-party software used in this product, see the Read Me. Contact your Customer Care representative if you have any questions.

Supported Operating Systems

New in This Release

This is a hot fix for this product. This release does not contain new features or functionality.

Corrections and Modifications

This release includes the following correction and modification:

When configured to work with redundant (HA) Configuration Servers (primary and backup), Reporting Server now reconnects immediately to the primary Configuration Server after two or more switchovers occur. Previously in this scenario, Reporting Server would sometimes lose its connection to Configuration Server and would try continuously to connect to the backup Configuration Server (instead of the primary one). (GVP-15678)

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Supported Operating Systems

New in This Release

This release is under shipping control. This section describes new features that were introduced in this release of Voice Platform Reporting Server (RS).

• The tables EVENT_LOGS, VAR_CDRS and CUSTOM_VAR, which are for Reporting Server in standard mode, have a new index—the START_TIME column. Database maintenance in the Reporting Server uses START_TIME for deleting records, and this change improves RS performance. (GVP-19253 / ER# 317750371).
  

Corrections and Modifications

This release includes the following correction\ and modification:

This release corrects a syntax error in some rarely used code within the Oracle partitioning script (for Reporting Server in partitioned mode). (GVP-20274 / ER# 324169810)

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Supported Operating Systems

New in This Release

This release is under shipping control. This section describes new features that were introduced in this release of Voice Platform Reporting Server (RS).

• Reporting Server and the new GVP-GAX Reporting plug-in are now on the Genesys Media Server (GMS) DVD.
• Reporting Server provides integration with the new Reporting Plugin for GAX for presenting real-time and historical GVP reports.
• Reporting Server collects, summarizes and reports on arrivals and concurrent session peaks for each media service requested by SIP Server over MSML.
• Reporting Server can now disable the storage of CDRs that have certain media service types.
• Reporting Server provides reports for MCP call arrivals and call peaks for sessions that use VoiceXML.
  

Corrections and Modifications

No corrections or modifications have been made in this release.

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Supported Operating Systems

New in This Release

This is a hot fix for this product. This release does not contain new features or functionality.

Corrections and Modifications

This release includes the following correction and modification:

This release updates the Reporting Server IP with the following v8.1.4 to v8.1.5 Upgrade Scripts:

• mssql-schema-upgrade-814-815-std.sql
• mssql-schema-upgrade-814-815-partitioned.sql
• oracle-schema-upgrade-814-815-std.sql
• oracle-schema-upgrade-814-815-partitioned.sql

All updated files are located in this directory:

..\RS Installed folder\scripts\upgrade\

(ER# 300763980)

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Supported Operating Systems

New in This Release

This release is under shipping control. This section describes new features that were introduced in this release of Voice Platform Reporting Server (RS).

• 32-bit and 64-bit GVP application binaries are available for Windows and Linux 32-bit operating systems and 64-bit operating systems, respectively.
• Dual stack IPv6, IPv4.
• Multi-site reporting for tenants and applications (arrival summary data only; excludes peak data).
• Call Detail Records (CDR) that identify the SIP Server site from which a GVP call originates.
• MCP CDRs that identify specific resource usage during a call.
• Throttling for Reporting Server recovery.
• New Per-Call IVR Action Report.

Corrections and Modifications

This release includes the following corrections and modifications:

When a pair of Reporting Servers are configured as Segregated Primary/Backup High Availability pairs, when calls are switched over from one RS to another, the message session removed due to timeout is no longer written to the logs. Previously, this message was written repeatedly to the logs during the switch-over. (ER# 279100381)

The Reporting Server no longer logs an error when the [sqa] error.notification.threshold configuration is not configured, or has been configured with an empty value. (ER# 279074352)

The Reporting Server no longer writes the message com.gvp.rpt.var.service.CallTimeoutMonitorService Error when processing timeout notification for: VARStatsGenerator java.lang.NullPointerException repeatedly to its logs. (ER# 279074331)

The Deployment Guide has not yet been updated with the following information about creating a user to create the database tables:

The database administrator should grant the following system privileges to the user who owns the Reporting Server (RS) schema:

CREATE TRIGGER
CREATE SEQUENCE
CREATE TABLE
CREATE PROCEDURE
FORCE TRANSACTION
CREATE VIEW
CREATE SESSION


The RS database user should be used to work only on the RS database. The privileges granted to RS user only apply to RS’s own schema. The optional privileges are not required for installation and operation, but they may be required for special tasks such as troubleshooting, backup and restore. (ER# 284052789)

Deploying any GVP Windows IP through Genesys Administrator no longer results in an error. Previously, an error message might have occasionally occurred even when the deployment was completed successfullly. (ER# 258776961)

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Supported Operating Systems

New in This Release

This release is under shipping control. This section describes new features that were introduced in this release of Voice Platform Reporting Server (RS).

• This release contains changes to support new functionality in Genesys Voice Platform 8.1.

Corrections and Modifications

No corrections or modifications have been made in this release.

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Supported Operating Systems

New in This Release

This release is under shipping control. This section describes new features that were introduced in this release of Voice Platform Reporting Server.

• Supported on Oracle 11g RAC R2.
• Supports new port configurations to connect to the Configuration Server: auto-detect through TLS and non-secure through TCP.
• Supports TLS connections between Reporting Server and the Media and Call Control Platforms, Resource Manager, and MRCP Proxy.
• Provides data for the following new reports and dashboards:
• CTIC Dashboard, which provides reporting metrics for Genesys CTI and Cisco CTI frameworks
• ASR/TTS usage and usage peaks reports.
• SNMP reporting data.

Corrections and Modifications

This release includes the following correction and modification:

The Reporting Server no longer generates errors when the Oracle 8.1.2 database schema is upgraded to 8.1.3. This issue is resolved in this release. (ER# 262144271)

Genesys Administrator now successfully connects to the Reporting Server after High Availability (HA) switchover. Previously, Genesys Administrator failed to connect to the Primary Reporting Server after switchover if the Backup server was still in operation. (ER# 262929074)

The Reporting Server can now support an IP address configured as a blank value on its Host object, with TLS connections to GVP resources. See also, the New in This Release section of this release. (ER# 259455161)

The Media Control Platform, Call Control Platform, or Resource Manager no longer terminate unexpectedly if the Reporting Server runs out of available memory or if the server disk space is full. (ER#  237608549)

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Supported Operating Systems

New in This Release

This is a hot fix for this product. This release does not contain new features or functionality.

Corrections and Modifications

This release includes the following correction and modification:

The operational status of the Reporting Server (RS) is now displayed consistently in Genesys Administrator, Solution Control Interface (SCI), and the RS logs after restarting. Previously, when the Reporting Server failed to initialize properly, the status sometimes still displayed as Started in Genesys Administrator and the SCI, preventing a system administrator from properly managing the Reporting Server to enable other GVP components to connect to and send data to it. (ER# 272875725)

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Supported Operating Systems

New in This Release

This release is under shipping control. This section describes new features that were introduced in this release of Voice Platform Reporting Server.

• Support for Windows 2008, 64-bit OS in 32-bit compatibility mode.
• Support for Red Hat Enterprise Linux 5.4, 64-bit OS in 32-bit compatibility mode.
• Support for MS SQL 2008 when running in clustered and/or replicated mode for high availability and reliability.
• Support for VSphere 4 Hypervisor, VMware.
• Support for no database mode.
• Support for self documenting HTTP interface.
• Support for Client Side Port Definition (CSPD) for the connection between GVP components and Configuration Server (Management Framework).

Corrections and Modifications

This release includes the following corrections and modifications:

Internal errors are no longer generated when local or remote URIs are used to filter data in the historical browser in Genesys Administrator. (ER#  228951482)

The Genesys Voice Platform 8.1 Deployment Guide now contains the following information:

When you are setting up Oracle 10g/11g as the Reporting Server database, Genesys recommends that the Reporting Server database username be unique and different from the Management Framework Configuration database username.

(ER#  247801781)

Reporting Server log settings are no longer ignored if the same log output file is specified for multiple log levels. Previoulsy in this scenario, a single log was generated but not rotated, even if segmentation and expiration was enabled. (ER# 245139921)

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Supported Operating Systems

New in This Release

This is a hot fix for this product. This release does not contain new features or functionality.

Corrections and Modifications

This release includes the following correction and modification:

This release of the Reporting Server is compatible with GVP 8.1.1 and later Reporting Clients (Resource Manager, Media Control Platform, and Call Control Platform). (ER# 257511179)

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Supported Operating Systems

New in This Release

This release is under shipping control. This section describes new features that were introduced in this release of Voice Platform Reporting Server (RS).

• Enhanced and expanded reporting features to display, summarize, and list multiple levels of call statistics in a multi-tenant structure (per tenant basis). Using Genesys Administrator, reports can be accessed remotely by the service provider’s customers.
• Real-time and historical Service Quality (SQ) reports.
• Addition of new report filters, six-week-average reporting to provide information about usage trends, and reports that provide information about an entire call on one screen.
• Operational reporting information is available for the PSTN and CTI Connectors.
• CDR and Call Events data is organized into partitioned tables to improve efficiency, with each partition representing a specific period of time.
• Virtual Object report filters can be defined, enabling the user to customize filter tags to query call data.
• Real-time dashboard reports are available for the PSTN Connector, Supplementary Services Gateway, Fetching Performance, and Service Quality Latency.
• Reports generated in Genesys Administrator can now be downloaded in Comma Separated Value (CSV) format.
• Support for six-week trending analysis of reporting metrics.
• Support for Microsoft Windows 2008 and Red Hat Enterprise (RHE) Linux 5.4 Advanced Server.
• Support for Microsoft (MS) SQL 2008, Oracle 11g, and Oracle 10g Real Application Cluster (RAC) Database Management Systems DBMS.

Corrections and Modifications

This release includes the following corrections and modifications:

The peak time on the Genesys Administrator Dashboard is no longer off by up to five minutes from the real peak time. The dashboard now provides accurate peak times. (ER#  229342910)

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Supported Operating Systems

New in This Release

This release is under shipping control. This section describes new features that were introduced in this release of Voice Platform Reporting Server (RS).

• On Windows operating systems, RS is now installed as a Windows service and can be configured to start automatically.
• Supports thirty-minute summaries that are maintained for one week by default.
• Supports time zone information.
• Supports reporting metrics from the new Supplementary Services Gateway component.
• The VAR call browser is now merged with the Historical call browser.
  

Corrections and Modifications

This release includes the following corrections and modifications:

The CDR VAR data now includes the Media Control Platform (MCP) ID when calls are shorter than the configured batch timeout for CDRs (10 seconds by default). (ER#  217050041)

On Windows operating systems, the Deployment Wizard for the Reporting Server now prompts for the Database Name. Previously, the Wizard prompted for the DBMS Server name, which was erroneously labeled. (ER#  217584021)

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Supported Operating Systems

New in This Release

This release is under shipping control. This section describes new features that were introduced in the initial 8.1 release of Voice Platform Reporting Server.

• Support for the Red Hat Enterprise Linux 4 Operating System.
• Support for existing VoiceXML and call control applications deployed on GVP 7.6 through the GVP Interpreter (GVPi), the GVP 7.6 legacy VoiceXML interpreter.
• Support for a new Computer Telephony Integration (CTI) Connector to enable integration with the Genesys IVR Server, allowing access to the larger Genesys suite of products, and supporting CTI with the legacy GVP VoiceXML Interpreter and TXML.
• Support for the Reporting Server in a High Availability configuration.
• Support for installing and configuring multiple instances of the same component with the Genesys Administrator Installation Wizard.
• Support for easy creation of IVR Profiles with the Genesys Administrator IVR Profile Wizard.
• Support for easy creation of Logical Resource Groups with the Genesys Administrator Resource Group Wizard.
• A new GVP dashboard.
• Support for Call Control Platform (CCP) Operational Reporting.
• Addition of bursting policies and related reporting.
  

Corrections and Modifications

This release includes the following corrections and modifications:

The Reporting Server Client no longer takes a long time to initialize if there is a large amount of data in the local database queue for the Resource Manager, the Media Control Platform, or the Call Control Platform. Previously, the component took up to several minutes to start depending on the amount of data that had been queued locally. (ER# 189683144)

Reporting Server now uses KBs as the default unit in the [log] configuration section if no units are specified. Previously, Reporting Server used Bytes as the default unit. (ER# 192801271)

Changing the segment or the expire option in the Reporting Server's [log] section while the Reporting Server is running no longer deletes the current log file. (ER# 192801273)

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Deployment Procedures

This section provides special instructions associated with deploying this product.

Updating 8.1.4 RS to 8.1.5

1. Run these scripts to update the Reporting Server Database from v8.1.4 to v8.1.5:
   
   • mssql-schema-upgrade-814-815-std.sql
   • mssql-schema-upgrade-814-815-partitioned.sql
   • oracle-schema-upgrade-814-815-std.sql
   • oracle-schema-upgrade-814-815-partitioned.sql
   
   
2. The database administrator must grant the following system privileges to the user who owns the Reporting Server (RS) schema:
   
   • CREATE TRIGGER
   • CREATE SEQUENCE
   • CREATE TABLE
   • CREATE PROCEDURE
   • FORCE TRANSACTION
   • CREATE VIEW
   • CREATE SESSION

Important: The RS database user should be used to work only on the RS database. The privileges granted to RS user only apply to RS’s own schema. The optional privileges are not required for installation and operation, but they may be required for special tasks such as troubleshooting, backup and restore.

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Known Issues and Recommendations

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

A minor change is required when Reporting Server is deployed with an Oracle RAC database. When the hibernate.remote.database configuration option is configured, the Reporting Server internally appends some parameters to the value of the hibernate.remote.url option, including the value of the hibernate.remote.database option. Therefore, to ensure the hibernate.remote.url option is properly configured for use with Oracle RAC, ensure the following appropriate action is taken, based on the Reporting Server release you are using:

• Reporting Server 8.1.4 release: Configure the hibernate.remote.database option with the value blank.
• Reporting Server 8.1.3 and earlier releases: Delete the hibernate.remote.database configuration option.

Deploying any GVP Windows IP through Genesys Administrator may occasionally result in the following error, although the actual deployments are completed successfully:

Execution of installation failed. Retcode = 1

(ER# 258776961)

Certain Reporting Server retention policies are required to be above a minimum value; however, the Data Retention Policy Wizard does not currently support the enforcement of these restrictions. Consequently, if a retention policy value is set below the minimum, the Reporting Server ignores this value and uses the minimum value instead. All of the daily, weekly, and monthly retention policies have a minimum retention requirement of 31 days, and all retention policies must have a duration of at least 1 day.(ER#  246766671)

When you are setting up Oracle 10g/11g as the Reporting Server database, Genesys recommends that the Reporting Server database username be unique and different from the Management Framework Configuration database username. (ER#  247801781)

If the Reporting Server runs out of available memory or if the server disk space is full, it could cause the Media Control Platform, Call Control Platform, or Resource Manager to terminate unexpectedly. (ER# 237608549)

The peak time on the Genesys Administrator Dashboard might be off by up to five minutes from the real peak time. (ER#  229342910)

Using local or remote URIs to filter data in the historical browser in Genesys Administrator, can generate internal errors. Genesys recommends using the IVR Profile (or some other filter) together with local or remote URI queries to obtain the desired results. (ER#  228951482)

Log settings in the Reporting Server are ignored if the same log output file is specified for multiple log levels. In this scenario, a single log is generated and not rotated, even if segmentation and expiration is enabled. (ER# 245139921)

The CDR VAR data is missing the Media Control Platform (MCP) ID when calls are shorter than the configured batch timeout for CDRs (10 seconds by default).

Note: The batch timeout parameter for CDRs is [ems]rc.cdr.max_batch_time.

(ER#  217050041)

The Deployment Wizard for the Reporting Server, on Windows, asks for two very similar entries during the deployment process: the DBMS Host name and DBMS Server name. The second one is erroneously labeled. When asked for the DBMS Host name, enter the name of the machine where the DBMS resides. When asked for the DBMS Server name, enter the name of the database to be used for the Reporting Server. (ER#  217584021)

After migrating, the IVR Action report does not provide the IVR Action result reason. For data compatibility reasons, the GVP 8.1 IVR Action Usage summary report does not display a breakdown of IVR results by reason for data that was generated by the GVP 8.0 deployment. However, the report does display the result reason breakdown for new data that is generated by GVP 8.1 IVR actions. (ER#  216545723)

When querying for call log events through the Reporting Server web services, if you specify the from parameter, you must also specify the to parameter. (ER# 191736736)

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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.

There are no discontinued items for this release.

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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. Please consult the Genesys Voice Platform 8.1 Deployment Guide first.

• Genesys Voice Platform 8.1 Deployment Guide, which provides information about installing and configuring Genesys Voice Platform (GVP).

• Genesys Voice Platform 8.1 User's Guide, which provides information about configuring, provisioning, and monitoring GVP and its components.

• Genesys Voice Platform 8.1 Genesys VoiceXML 2.1 Reference Help, which provides information about developing Voice Extensible Markup Language (VoiceXML) applications. It presents VoiceXML concepts, and provides examples that focus on the GVP Next Generation Interpreter (NGI) implementation of VoiceXML.

• Genesys Voice Platform 8.1 Legacy Genesys VoiceXML 2.1 Reference Manual, which describes the VoiceXML 2.1 language as implemented by the Legacy GVP Interpreter (GVPi) in GVP 7.6 and earlier, and which is now supported in the GVP 8.1 release.

• Genesys Voice Platform 8.1 CCXML Reference Manual, which provides information about developing Call Control Extensible Markup Language (CCXML) applications for GVP.

• Genesys Voice Platform 8.1 Application Migration Guide, which provides detailed information about the application modifications that are required to use legacy GVP 7.6 voice and call-control applications in GVP 8.1.

• Genesys Voice Platform 8.1 Troubleshooting Guide, which provides troubleshooting methodology, basic troubleshooting information, and troubleshooting tools.

• Genesys Voice Platform 8.1 SNMP and MIBs Reference, which provides information about all of the Simple Network Management Protocol (SNMP) Management Information Bases (MIBs) and traps for GVP, including descriptions and user actions.

• Genesys Voice Platform 8.1 Configuration Options Reference, which replicates the metadata available in the Genesys provisioning GUI, to provide information about all the GVP configuration options, including descriptions, syntax, valid values, and default values.

• Genesys Voice Platform 8.1 Metrics Reference, which provides information about all the GVP metrics (VoiceXML and CCXML application event logs), including descriptions, format, logging level, source component, and metric ID.

• Genesys Voice Platform 8.1 Web Services API wiki, which describes the Web Services API that the Reporting Server supports.

• Voice Platform Solution 8.1 Integration Guide, which provides information about integrating GVP 8.1, SIP Server 8.0, and, if applicable, IVR Server.

• Composer 8.1 Deployment Guide, which provides installation and configuration instructions for Composer.

• Composer 8.1 Help, which provides online information about using Composer, an Integrated Development Environment used to develop applications for GVP and Universal Routing.

• Framework 8.1 Deployment Guide, which provides information about configuring, installing, starting, and stopping Framework components.

• Framework 8.1 Genesys Administrator Deployment Guide, which provides information about installing and configuring Genesys Administrator.

• Framework 8.1 Genesys Administrator Help, which provides information about configuring and provisioning contact-center objects by using the Genesys Administrator.

• Framework 8.1 Configuration Options Reference Manual, which provides descriptions of the configuration options for Framework components.

• Framework 8.1 SIP Server Deployment Guide, which provides information about configuring and installing SIP Server.

Product documentation is provided on the Customer Care website, the Genesys Documentation website, 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 Genesys Documentation 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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