Release Note

Supported Operating Systems

The operating systems supported by this release are listed in the Contents, above.

New in This Release

Corrections and Modifications

This release includes the following corrections and modifications that were made between the most recent 7.5 release and the initial 7.6 release:

A T-Server failure that caused the CTI link to fail has been corrected. This was caused by the release of the call while TQueryCall was outstanding for that call. (ER# 135777609)

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Known Issues and Recommendations

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

When T-Server, running on Windows Server 2008 32-bit or 64-bit, exits due to a SIGBREAK, T-Server does not close the *.snapshot.log file before exiting. (ER# 254573795)

When installing T-Server on a 32-bit UNIX host, the installation procedure gives the option of installing a 32-bit executable or a 64-bit executable. Install the 32-bit executable on a 32-bit host. (ER# 254398026)

If a hunt group is used for emulated routing and the call is redistributed by the switch between the hunt group members, then the T-Server reporting is not correct. In order to avoid this issue, the hunt group should not be configured on the switch to redistribute between hunt group members. (ER# 196249221)

When a transfer is initiated to an invalid device through a trunk, the switch reporting in the connection cleared event for the consult leg is incorrect. If T-Server's call cleanup is configured for a very short period, this results in a snapshot being sent to the switch that returns the incorrect information to T-Server for the failed consult leg. As a result the held primary call cannot be retrieved. In order to work around the incorrect switch reporting, Genesys recommends that if call cleanup is enabled, then the periodic-check-tout option is set to the default value of 10 min. (ER# 195946749)

T-Server does not report EventPartyDeleted on an external DN, when a conference call is initiated using the ISCC (cast-type = direct-ani) to an emulated Routing Point. Subsequently, the emulated Routing Point internally routes the call. (ER# 172982695)

EventReleased is not generated on an external DN after the agent requests TReleaseCall on the ringing call. (ER#  173080160)

T-Server reports EventRemoteConnectionFailed when the origination DN makes a blind transfer to a native Routing Point, which then routes the call to an external DN via ISCC with cast type = direct-ani. (ER# 173080153)

When an inbound transferred call is released without an answer (from the Alerted state), the PBX returns the call back to the transferring device. (ER# 170898034)

Outbound Contact Server (OCS) loses control of a call if No-Answer Supervision (NAS) is activated in the following emulated redirect scenario:

1. NAS is set on T-Server to recall the call after the timer expires.
2. OCS is set to use two step transfer.
3. An outbound call is made and answered.
4. OCS initiates a consult call to a queue, which distributes the call.
5. The NAS timer expires.
6. T-Server performs an emulated redirect back to the queue.
7. As this is an emulated redirect, the call is answered and transferred to the queue; however this causes OCS to complete the transfer prematurely.

(ER# 118335533)

EventEstablished is not generated on the origination DN when a call to an external DN with call forward set is forwarded to an internal DN.  (ER# 118870351)

The PBX drops the connection when an emulated redirect of a call is made to an external DN. (ER# 118870384)

The redirect might fail when call forward is set on the redirect device. (ER# 118870368)

Call Control is lost by Outbound Contact Server (OCS) during an outbound campaign when the OCS call_transfer_type option is set to a value of two_step and is used in conjunction with No-Answer Supervision (NAS). When the NAS timer expires, T-Server employs an emulated redirect to deflect a call. This in turn causes OCS to complete the transfer prematurely. (ER# 118335533)

When using emulated predictive dialing, if T-Server drops the call because the AttributeTimeout has expired, the call state is incorrectly reported as Dropped instead of NoAnswer. This also causes OCS to mark the call as Dropped instead of NoAnswer in cases where the call_wait_connect_timeout expires. (ER# 111503158)

Shutting down a primary T-Server via SCI may cause high-availability (HA) to fail with Genesys Desktop. To prevent this, switch T-Server over to Backup mode before shutting it down. (ER# 111925681)

The Hicom and HiPath PBXs do not support UUData for MakeCallService. (ER# 104382686)

On the Hicom 300 (UK), in scenarios where an inbound call is redirected externally to a device with call forwarding set, the call is not cleared on the redirecting device after the call redirect has taken place. (ER# 105239417)

On the H300 (US), the PBX sometimes recalls a call back to the device that just completed a transfer. (ER# 85331548)

On the Hicom 300 (UK), EventEstablished is not generated when a call is made to an External DN that has call forwarding set to an internal DN. (ER#  105239461)

There are several limitations in scenarios involving dialing to invalid destinations:

• Making a call to an invalid destination
  When an invalid destination is dialed over a trunk, in most cases the PBX does not provide a failed event; therefore, the operation often times out (T-Server reports EventError - Timeout Performing Operation). In some cases, T-Server generates EventDestinationBusy with CallState = Busy. The PBX does not provide enough messaging to provide a CallState = SitInvalidNum.
  
• Consultation call to an invalid destination
  On a consulation call, the PBX does not provide enough information to generate EventDestinationBusy with CallState = SitInvalidNumber. Using cornet trunks, EventDestinationBusy (CallState = Busy) is reported. Using all other trunks, no failed event is generated by the PBX, and T-Server times out.
  
• Route/single-step transfer/redirect to an invalid destination
  The PBX does not always provide a failed event notice when one of these requests is attempted to an invalid destination via a trunk; therefore, the operation often times out (T-Server reports EventError - Timeout Performing Operation). (ER# 83613498)

T-Server�s Secret Identity feature cannot be configured on the Hicom 300 (US) switch. (ER# 71739842)

The One Number Service (ONS) enables two phone sets to be linked together, so that if either number is dialed both phone sets will ring. The numbers are set up so that one is a primary and one is a slave. This feature has the following CTI limitations on the HiPath 4000 CSTA I switch:

• When either number is dialed, in CTI, only a Ringing event is received on the primary. It is therefore possible to answer the call only on the primary, via CTI.
• If one device is busy and either number is dialed, the free device does not ring. Instead an EventDestinationBusy is received.
• It is not possible to set Call Forward from the primary to the slave or vice versa. (ER# 71212183)

TSendDTMF support has the following limitations:

HiPath 4000

• Internal calls are supported.
• Outbound calls where a trunk is involved are supported.

Hicom 300 (UK)

• Outbound calls where a trunk is involved are supported.
• Inbound and internal calls are not supported.

Hicom 300 (US)

• Inbound and outbound calls where a trunk is involved are supported.
• Internal calls are not supported.

(ER# 64100943)

Because no switch reporting is provided in the following native single-step transfer scenarios on RCG-based devices, reporting is unreliable:

• Single-step transfer to DN with immediate forward to RCG (Queue or Routing Point) is set.
• Redirect to DN with immediate forward to RCG (Queue or Routing Point) is set.
• Nonsupervised routing from an emulated Routing Point (when the value of the emu-sstr option is set to false)

(ER# 73773451)

The Hicom 300 (UK) cannot route consultation calls from an emulated Routing Point to an ACD Queue or a native Routing Point device. (ER# 105239581)

On the HiPath 4000 only, after transfer completion there are no events from the PBX that indicate any state changes for a camped-on call. (ER#  76342243)

Call Forwarding does not take place if a call is routed from a native Routing Point. Call Forwarding does not take place if the call arrives on the forwarding DN from an ACD Queue. (ER# 64108238)

The rel-cons-reconnect configuration option works only when the value of the correct-rqid configuration option is set to true. The correct-rqid option disables/enables request conversion in general, and the rel-cons-reconnect option controls the processing of a request release for a reconnect call. (ER# 105239480)

The TRouteCall request from a native Routing Point with RouteType Reject is not supported on the Hicom 300 (US) PBX. (ER# 64151203) 

On the HiPath 4000 switch, an incorrect DN value is reported in events after an originating DN single-step transfers to a distribution device.

Scenario 1: DN1 makes a call to a queue (or Routing Point). DN1 then single-step transfers to another queue. The events following this contain the queue as the first queue (or Routing Point) that the call was made to, and not the queue that the call was transferred to.

Scenario 2: DN1 makes a call to a queue (or Routing Point). DN1 then single-step transfers to a Routing Point (if the original call was to a Routing Point then this should be a different Routing Point). In this case, the call is transferred to the original queue (or Routing Point) that the call was made to and not the Routing Point that the call was transferred to.

Scenario 3: DN1 makes a call to a queue (or Routing Point). DN1 then mute (or blind) transfers to a Routing Point (if the original call was to a Routing Point then this should be a different Routing Point). In this case, an EventRouteRequest is generated in both the original queue (or Routing Point) that the call was made to, as well as on the Routing Point that it is transferred to. Only an EventQueued is generated on the original queue (or Routing Point). If the call was originally to a queue, then it does not get delivered from the queue, but it is possible to route it from the Routing Point that it was transferred to. However, no Diverted event is generated on the Routing Point and therefore, a phantom call is left on the Routing Point. A Diverted event is generated on the queue (or original Routing Point), so there is no phantom call there. After an interval, an internal T-Server timeout error is generated on the Routing Point. (ER# 68727423)

Long-distance authorization codes are only supported on the Hicom 300 (US) and the HiPath 4000. This feature is not supported on the Hicom 300 (UK).

On the HiPath 4000, the switch provides incorrect messaging on TInitiateTransfer requests to external destinations. This causes the incorrect reporting of the consultation call. (ER# 93509748)

It is not possible for primary and backup T-Servers to synchronize call information when a backup T-Server starts after a call was created. In this case, T-Server does not maintain call control after switchover, and therefore ACW behavior cannot be predicted. (ER# 86397191)

On the Hicom 300 (US) switch, the T-Server options, prd-dist-call-ans-time and supervised-route-timeout, cannot have a value of 0 (zero) both at the same time if an emulated Routing Point is used. If both options are set to 0, emulated predictive dialing does not work. This is because both emulated routing and emulated predictive dialing are based on Transfer. When the options' values are both 0, transfers in both cases are not completed. Chained consultation is not supported by the switch.(ER# 33100846)

THoldCall is not supported via CTI on the Hicom (UK) switch. (ER# 73619181)

The PBX does not generate OutOfService and BackInService events for devices. Therefore, if a device goes out of service while T-Server is running, there is no notification from the PBX, so T-Server and its clients are unaware of this. The devices is still seen as in-service from a Genesys point-of-view. (ER#  93643)

The switch reporting of calls only allows the Inter Server Call Control/Call Overflow (ISCC/COF) feature of T-Server to work with already initiated calls. This means that any call that is transferred to the external T-Server using a two-step transfer (this includes mute transfers, emulated single-step transfers, and calls routed through emulated Routing Points) are treated as normal Inbound calls. Examples of call flows that T-Server is able to handle with the COF feature are:

• Calls that are routed externally from native Routing Points.
• Calls transferred using Native Single Step transfer.
• Calls that are overflowed by the PBX's ACD Overflow function.

This issue also exists after transferring to a native Routing Point, then routing using COF to an external DN, then completing the transfer. If the transfer is completed before routing to an External DN, the COF is successfully made. (ER# 101536)

HiPath 4000 Circular Hunt Group limitations: Forwarding from one Hunt Group member to another, or from a Hunt Group member to the Hunt Group itself, does not take place when a call is made to the Hunt Group. If the call is made directly to the member then forwarding does take place. (ER# 104382753)

The OCS call_transfer_type option must be set to one-step when the Voice Transfer destination is an emulated Routing Point. With any other value, TCompleteTransfer is rejected and CPD releases the outbound campaign. (ER# 36489764)