Release Note

Genesys Web Engagement Backend

8.1.x

Genesys Telecommunications Laboratories, Inc. © 2013–2016

Contents

Introduction

Release Number AIX HP-UX PA HP-UX IPF Linux Solaris Tru64 UNIX Windows
8.1.200.50 [03/07/16] – Hot Fix       X     X
8.1.200.49 [02/19/16] – Hot Fix       X     X
8.1.200.48 [10/30/15] – Hot Fix       X     X
8.1.200.47 [10/09/15] – Hot Fix       X     X
8.1.200.45 [07/31/15] – Hot Fix       X     X
8.1.200.44 [06/30/15] – Hot Fix       X     X
8.1.200.43 [06/08/15] – Hot Fix       X     X
8.1.200.41 [03/20/15] – Hot Fix       X     X
8.1.200.39 [12/29/14] – Hot Fix       X     X
8.1.200.38 [11/24/14] – General       X     X
8.1.200.30 [08/21/14] – General       X     X
8.1.200.25 [07/11/14] – General       X     X
8.1.101.40 [02/14/14] – Hot Fix       X     X
8.1.101.39 [12/10/13] – General       X     X
8.1.101.36 [11/08/13] – General       X     X
8.1.101.32 [08/08/13] – General       X     X
8.1.101.29 [06/07/13] – General       X     X
8.1.100.21 [01/25/13] – General       X     X

Known Issues and Recommendations
Discontinued Support
Internationalization
Additional Information


Introduction

This release note applies to all 8.1 releases of Genesys Web Engagement Backend.

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. Please contact your Genesys Customer Care representative if you have any questions.


Release Number 8.1.200.50 [03/07/16] – 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

There are no corrections or modifications for this release.

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Corrections and Modifications

This release includes the following corrections and modifications:

There are no corrections or modifications for this release.

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Release Number 8.1.200.48 [10/30/15] – 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

There are no corrections or modifications for this release.

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Release Number 8.1.200.47 [10/09/15] – 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 correction or modification:


The wes.connector.chatServer.identifyCreateContact option, which is contained in the [service:wes] section, is now always applied to proactive chat sessions. Previously, this option was sometimes overwritten by parameters of the startChat JavaScript command. (WM-6233)


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Release Number 8.1.200.45 [07/31/15] – 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

There are no corrections or modifications for this release.

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Release Number 8.1.200.44 [06/30/15] – 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:


Backend Server no longer displays a list of available contexts when responding to a request that has reached the serverís root level. Previously, in addition to responding with an HTTP 404 error, Backend Server also displayed a list of available contexts. (WM-5111)


Backend Server correctly produces the expected number of log files according to the time-based value of the segment option, for example, segment=24hr. Previously, Backend Server processed these values incorrectly. (WM-5956)


Backend Server now distinguishes permanent low-volume malicious chat traffic which enters the chat queue, but is terminated prior to being delivered to the agent. This kind of traffic is no longer taken into account when calculating pacing results. (WM-6042)


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Release Number 8.1.200.43 [06/08/15] – 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 or functionality:

Corrections and Modifications

This release includes the following corrections and modifications:


The calculation of the pacing information for the DUAL pacing algorithm has been optimized. Previously, the inboundArrivalRate parameter was rounded during calculation, triggering incorrect predictions for the reactive chat portion. (WM-5954)


The WebEngagement_CEPRule_Templates now propagate languageCode into Hot Lead events. Previously, this functionality was only available in the WebEngagement_CEPRule_Templates_85. (WM-5993)


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Release Number 8.1.200.41 [03/20/15] – 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 correction and modification:


Visitors now receive notifications of supervisor barge-in activity in the chat widget. Previously, these notifications were not available to visitors. (WM-5615, WM-5623)


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Release Number 8.1.200.39 [12/29/14] – 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

There are no corrections or modifications for this release.

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Release Number 8.1.200.38 [11/24/14] – 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

This version was first released as a Hot Fix on 11/19/14.

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:


Genesys Web Engagement now correctly finalizes the chat session when a visitor tries to send a message at the same time the agent closes the chat session. Previously, these sessions appeared to never end. (WM-4905)


Web Engagement now does not allow simultaneous active invitations for the same visit. Previously, it was possible to obtain more than one simultaneous invite for the same visit. (WM-5492)


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Release Number 8.1.200.30 [08/21/14] – 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 section describes new features that were introduced in this release of Genesys Web Engagement Backend.

Corrections and Modifications

This release includes the following corrections and modifications:


The Pacing API that is provided by the Backend Server to the SCXML strategy was changed and includes new parameters. For details, see Accessing Pacing Information from the Engagement Logic Strategy. (WM-4926)


The Backend Server now supports IPv6 connections to Genesys servers. (WM-4932)


The Backend Server log information now includes the name of the currently deployed Genesys Web Engagement application. (WM-4928, WM-4929)


Transport Layer Security (TLS) now works correctly in connections with Chat Servers that are included in an Application Cluster. (WM-4952)


The pacing algorithm parameters are now calculated correctly. Previously, the parameters were calculated incorrectly under certain conditions. (WM-4943, WM-4928, WM-4981, WM-4977)


The jamm-agent is now initialized correctly in Cassandra. Previously, it was initialized incorrectly and lead to multiple warnings the Backend Server logs. (WM-4968)


Provisioning now supports an overwrite mode for launcher-related files and Stat Server statistics. (WM-4955, WM-4959, WM-4964)


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Release Number 8.1.200.25 [07/11/14] – 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 section describes new features that were introduced in this release of Genesys Web Engagement Backend.

Corrections and Modifications

This release includes the following corrections and modifications:


The cassandra.yaml file is now present after executing deploy.bat. (WM-4044)


The pacing algorithm now takes capacity rules into account when it projects agent availability. (ER# 315987930, WM-2494)


You can now update configuration options immediately for the Genesys Web Engagement Backend Server application. Previously, you had to restart the application for changes to configuration options to take effect. (WM-2158)


You can now include spaces in the Backend Server name in Genesys Administrator. Previously, if the application name contained spaces the Backend Server did not start. (WM-1943)


You can now specify a chat session restoration time with the new wes.connector.chatServer.chatSessionRestoreTimeout configuration option - this is the time during which a chat session is treated as "alive" when Chat Server is not available. See the option description in the Genesys Web Engagement Deployment Guide for details. Previously, if Chat Server restarted during a chat, the chat session was not restored and the client did not receive an "end of chat" message even though the chat session ended. (WM-1936)


Genesys Web Engagement now supports multiple identities for the same visit ID. Previously, it only supported the first identity and all others were treated as anonymous. (ER# 316642631, WM-1744)


The Stat Server name that is used in the default chat routing strategy for proactive chat is now specified in the parameters of the Enhanced Routing script. (ER# 315987919, WM-1509)


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Release Number 8.1.101.40 [02/14/14] – 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:


A chat channel now successfully survives after Chat Server crashes when one or more chat sessions are active for a single Chat Server configuration. Previously, the chat channel was broken and the Backend Server required a restart. (WM-4035)

Important: Genesys recommends that you use a Chat Server cluster (or a primary/backup pair of Chat Servers) to provide high availability for chat sessions.

If you use a single Chat Server, the following side effects are possible:

See the related issues in the Known Issues and Recommendations section for details.


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Release Number 8.1.101.39 [12/10/13] – 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 section describes new features that were introduced in this release of Genesys Web Engagement Backend.

Corrections and Modifications

This release includes the following corrections and modifications:


The pacing algorithm now provides both consolidated data (in all groups of agents) and data belonging to each specific group. Previously, only consolidated data was provided. (WM-2849)


The registration form is now not shown to authenticated users. (WM-3773)


The engagement strategy now terminates the interaction if Orchestration Server (ORS) is unable to process it. Previously, these types of interactions led to an endless loop in ORS. (WM-3803)


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Release Number 8.1.101.36 [11/08/13] – 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 section describes new features that were introduced in this release of Genesys Web Engagement Backend.

Corrections and Modifications

This release includes the following corrections and modifications:


The Backend Server now supports ADDP for Chat Server clusters. Previously, ADDP was only supported for direct connections to Chat Server. (WM-2934)


The Backend Server now correctly starts if the webapi-port option in the Chat Server application is absent, but a port with the ID webapi is present. Previously, the Backend Server ignored the port with the webapi ID and treated the webapi-port option as mandatory. (WM-2935)


UTF-8 SCXML files now are correctly passed through the build and deploy procedure. Previously, they were corrupted. (WM-2855)


The behavior of IdentifyCreateContact for a chat session is now configurable with the wes.connector.chatServer.identifyCreateContact configuration option. See the option description in the Genesys Web Engagement Deployment Guide for details. (WM-2860)


The timeout for the sendRequest operation is now configurable with the wes.connector.chatServer.requestTimeout configuration option. See the option description in the Genesys Web Engagement Deployment Guide for details. (WM-2861)


Genesys Web Engagement now initiates only one simultaneous chat session for a specific visit. Previously, it was possible for users to copy the address of the chat window and initiate an unlimited number of chat sessions. (WM-2921)


The SCXML strategies for the "out-of-the-box" Genesyslab application are now successfully upgraded in Composer 8.1.300.51. Previously, the file attributes of some files had to be modified manually. Note: You should upgrade the strategies according to the procedure described in the Composer 8.1.300.51 documentation prior to building the Genesyslab application. (WM-3744)


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Release Number 8.1.101.32 [08/08/13] – 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

This version was first released as a Hot Fix on 08/06/13.

There are no restrictions for this release. This section describes new features that were introduced in this release of Genesys Web Engagement Backend.

Corrections and Modifications

This release includes the following corrections and modifications:


Genesys Web Engagement Backend Server now opens a connection to the Chat Server cluster when Solution Control Server (SCS) is in backup mode. Previously, the Backend Server did not connect to the Chat Server cluster in this scenario. (WM-2631)


Genesys Web Engagement now gets engagements based on the categories in UTF-8 encoding. Previously, Genesys Web Engagement did not always get the engagement. (WM-2213)


The Genesys Web Engagement Chat application now works if the customer uses the page refresh command in the chat window. Previously, the Chat application did not work when the window was refreshed. (WM-2179)


The Genesys Web Engagement Chat session now continues on the client's side if the agent's desktop crashes. Previously, the chat session was stopped on client's side if the agent's desktop crashed. (WM-2247)


The Genesys Web Engagement Chat application now supports the "typing" state for the client or Agent desktop. Previously, the chat application did not indicate that either party was typing. (ER# 315987928, WM-572)


Genesys Web Engagement now supports reconnection between primary and backup servers. Previously, Genesys Web Engagement only supported reconnection between servers on the Connection tab of the Backend application. (ER# 315987924, WM-1214)


Genesys Web Engagement now enables you to upgrade existing Engagement and Routing strategies into Composer 8.1.3. (WM-2109)


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Release Number 8.1.101.29 [06/07/13] – 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 section describes new features that were introduced in this release of Genesys Web Engagement Backend.

Corrections and Modifications

This release includes the following corrections and modifications:


Genesys Web Engagement now supports reconnection between primary and backup servers. Previously, it only supported reconnection between the servers on the Connection tab of the Backend application. (ER# 315987924, WM-1214)


The wmsg.connector.interactionServer.queueGenerated was renamed to wmsg.connector.interactionServer.queueQualified in the service:wmsg section of the Backend Server application. (WM-2195)


The Genesys Web Engagement Chat application now closes correctly when the user clicks End Chat. Previously, the Chat window displayed a message and did not close. (WM-2134)


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Release Number 8.1.100.21 [01/25/13] – 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 section describes new features that were introduced in the initial 8.1 release of Genesys Web Engagement Backend.

Corrections and Modifications

There are no corrections or modifications for this release.

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Known Issues and Recommendations

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


The Playground application exposes the debug option transports for cometdConfig. You should avoid usage of non-documented (debug-based) options.(WM-5532)

Found In: 8.1.200.38 Fixed In: 8.1.200.41

The currently active chat session might not be restored if the Backend Server node crashes. All new chat sessions are served correctly. (WM-5494)

Found In: 8.1.200.30 Fixed In: 8.1.200.36

If long-polling is used, Genesys Web Engagement chat does not work in Safari. The fallback from websocket to long-polling transport fails in Safari browsers.

Workaround: Disable websockets if they are not supported by your load balancer. See instructions at Customize Monitoring Script#Disabling Websocket CometD Transport and Engagement.

(WM-5501)

Found In: 8.1.200.30 Fixed In: 

A user can get two simultaneous proactive chats if he or she simultaneously opens pages in different tabs or windows, and those pages have Hot Leads that are triggered immediately (such as a Singleton rule on a PageEntered event). (WM-4996)

Found In: 8.1.200.30 Fixed In: 8.1.200.38

Web Engagement does not mark a chat session as ended for the chat widget if a visitor tries to send a message at the same time the agent closes the chat session. (WM-4905)

Found In: 8.1.200.25 Fixed In: 8.1.200.38

A chat session might not be restored if a Chat Server in a chat cluster environment is broken before processing at least one chat session. (WM-4576)

Found In: 8.1.200.25 Fixed In: 

Some messages are lost when a chat session is restored after a Chat Server crash. This issue only occurs with a single Chat Server.

Workaround: Genesys recommends that you use a Chat Server cluster (or primary and backup Chat Servers).

(WM-4037)

Found In: 8.1.101.39 Fixed In: 

The context of some chat interactions cannot be completely restored after a Chat Server crash. This issue only occurs with a single Chat Server.

Workaround: Genesys recommends that you use a Chat Server cluster (or primary and backup Chat Servers).

(WM-4042)

Found In: 8.1.101.39 Fixed In: 

The cassandra.yaml file might be absent after executing deploy.bat.

Workaround: Do not use a path that includes the ")" symbol for either installing Genesys Web Engagement or for customizing your Web Engagement application.

(WM-4044)

Found In: 8.1.101.39 Fixed In: 8.1.200.25

Genesys Web Engagement Backend Server does not open a connection to the Chat Server cluster if Solution Control Server is in backup mode. (WM-2631)

Found In: 8.1.101.30 Fixed In: 8.1.101.32

The EngagementLogic strategy can't be upgraded to compile under Composer 8.1.3.

Workaround: Before upgrading Composer, manually copy the .studio_config.properties file from the root of the Routing strategy into the root of the EngagementLogic strategy.

(WM-2109)

Found In: 8.1.101.30 Fixed In: 8.1.101.32

The pacing algorithm provides only consolidated results for each channel and cannot tell if agents in specific groups are ready for engagements. (WM-2849)

Found In: 8.1.101.30 Fixed In: 8.1.101.36

Genesys Web Engagement does not support Business Calendars in rules packages created with the Genesys Rules Authoring Tool (GRAT). You should not use Business Calendars if your project type is web_engagement in GRAT. (WM-2237)

Found In: 8.1.100.27 Fixed In: 

Genesys Web Engagement does not always get an engagement based on the categories in UTF-8 encoding. (WM-2213)

Found In: 8.1.100.27 Fixed In: 8.1.101.30

If Chat Server restarts during a chat, the client does not receive an "end of chat" message; however, the chat session ends. (WM-1936)

Workaround: Genesys recommends that you use a Chat Server cluster (or primary and backup Chat Servers).

Found In: 8.1.100.27 Fixed In: 8.1.200.25

The Genesys Web Engagement Chat application does not work if the customer uses the page refresh command in the chat window. (WM-2179)

Found In: 8.1.100.27 Fixed In: 8.1.101.30

The Genesys Web Engagement Chat session is stopped on client's side if the agent's desktop crashes. (WM-2247)

Found In: 8.1.100.27 Fixed In: 8.1.101.30

The Genesys Web Engagement Backend Server application does not support updating configuration options at runtime. You must restart the Backend Server for changes to the configuration options to take effect. (WM-2158)

Found In: 8.1.100.27 Fixed In: 8.1.200.25

The application for Genesys Web Engagement Backend Server must not have spaces in its name in Genesys Administrator. (WM-1943)

Found In: 8.1.100.27 Fixed In: 8.1.200.25

The Genesys Web Engagement Chat application does not support the "typing" state for the client or Agent desktop. (ER# 315987928, WM-572)

Found In: 8.1.100.21 Fixed In: 8.1.101.30

When using Chat or Web Callback, a currently engaged customer might receive an additional engagement invitation. For example:

Note: Simultaneous engagements will work effectively.

(ER# 316735513, WM-2387)

Found In: 8.1.100.21 Fixed In: 8.1.101.30

Genesys Web Engagement authenticates the first identity only causing the following scenario:

Workaround: Customer B must use another instance of the browser (for example, close browser and open it again) to be authenticated successfully.

(ER# 316642631, WM-1744)

Found In: 8.1.100.21 Fixed In: 8.1.200.25

The default chat routing strategy for Proactive Chat includes a predefined Stat Server (Stat_Server) application name in the RouteInteraction block causing problems with routing.

Workaround: If your Stat Server application name is not (Stat_Server), change the Stat Server application name in the RouteInteraction block to the correct application name which is reflected in the Configuration Environment.

(ER# 315987919, WM-1509)

Found In: 8.1.100.21 Fixed In: 8.1.200.25

Genesys Web Engagement supports reconnection between the servers on the Connection tab of the Backend application; it does not support reconnection between primary and backup servers. (ER# 315987924, WM-1214)

Found In: 8.1.100.21 Fixed In: 8.1.101.30

The pacing algorithm does not take into account capacity rules for projecting the availability of agents. (ER# 315987930, WM-2494)

Found In: 8.1.100.21 Fixed In: 8.1.200.25

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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.


There are no discontinued items for this product.


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Internationalization

Information in this section is included for international customers.


There are no internationalization items 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 Deployment Guide first.

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

Note: For the DVD, the New Documents on this DVD page indicates the production date for that disc. Due to disc production schedules, documentation on the Genesys Documentation website might 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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