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is no longer an affiliate of Alcatel-Lucent; any indication of such affiliation within Genesys products or packaging is no longer applicable.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 7.6 releases of Interaction Concentrator (ICON).

• 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 Manual.
• 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 on third-party software used in this product, see the Read Me. Please contact your technical support representative if you have any questions.

Supported Operating Systems

New in This Release

This is a hot fix for this product. Refer to the Deployment Procedure for this hot fix to deploy the installation package within your environment.

No new features were introduced in this release of Interaction Concentrator.

Corrections and Modifications

This release includes the following corrections and modifications:

ICON processing of configuration-related events has been modified to improve ICON reliability and to reduce the likelihood of unexpected terminations. Previously, ICON applications might terminate unexpectedly when processing Person change notifications from Configuration Server. (ER# 268608202)

During processing, when ICON encounters an HTTP Header that is longer than 4095 characters, ICON disconnects the client and logs the following trace message:

Trc 04524 Client '<Client IP address>' disconnected

If the trace level has been set to low, normal, or high (in other words, the x-server-trace-level configuration option in the log section is set to 1, 2, or 3), ICON also logs the following message:

HTTP header line is too long, size: <size>

Previously, ICON terminated unexpectedly when it attempted to parse HTTP Headers that were longer than 4095 characters. (ER# 261442848)

ICON now correctly processes consultation calls that are in a dialing state when a transfer is completed after alternate calls (for example, the consultation call is put on hold and the original call is active). Previously, ICON did not terminate the party that initiated transfer completion until the original call was released or terminated. (ER# 258256971)

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Supported Operating Systems

New in This Release

This is a hot fix for this product. Refer to the Deployment Procedure for this hot fix to deploy the installation package within your environment.

No new features were introduced in this release of Interaction Concentrator.

Corrections and Modifications

This release includes the following corrections and modifications:

ICON now correctly stores the created timestamp that corresponds to the active ReasonCode in the G_AGENT_STATE_RC_A table when using active reason codes (gls-active-reason-codes=true). Previously, ICON incorrectly stored the created timestamp of Agent State instead of created timestamp of ReasonCode when ReasonCode changed without a change in Agent State. (ER# 256032393)

A new configuration option, udata-truncated-alarm, enables you to control truncated user data log messages.

udata-truncated-alarm
Section: callconcentrator
Default Value: false
Valid Values: true, false
Changes Take Effect: After restart

When this option is set to true, the following truncated user data log message is generated: Std 25106 Attached data: The value of [a1] has been truncated because the length exceeded the database field size. where [a1] is the attached data key. When set to false, no log message is generated.

(ER# 250599317)

ICON now properly reloads configuration objects after it restores a session with Configuration Server in scenarios where:

• A sequence of disconnects between ICON and Configuration Server occur.
• The reload activity on one reconnect is interrupted by the next disconnect.

Previously, ICON treated those configuration objects that were not loaded in this scenario as deleted in Configuration Server because of interrupted reload activity. (ER# 230065061)

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Supported Operating Systems

New in This Release

This is a hot fix for this product. Refer to the Deployment Procedure for this hot fix to deploy the installation package within your environment.

No new features were introduced in this release of Interaction Concentrator.

Corrections and Modifications

This release includes the following corrections and modifications:

ICON now correctly updates the high-water mark sequence in the SeqCounter and SeqCurrent fields of the G_PROV_CONTROL table. Previously, if ICON encountered an error that delayed writing some voice call data to IDB, and if the merge procedure was run before the delayed data arrived, the high-water mark of already processed sequences might have a higher value than current sequences for newly written data, resulting in interactions that could not be correctly merged. (ER# 245312671)

In a multimedia environment, ICON no longer encounters a unique constraint violation when writing data to the GM_L_USERDATA table. Previously, ICON used an incorrect sequence number when it tried to insert the data, resulting in a unique constraint violation error message. (ER# 250599278)

A new configuration option, alt-transfer-processing, enables you to control which algorithm ICON will use to process transferred calls in the scenario in which a two-step transfer is completed after alternated calls (for example, when a consultation call is put on hold and the original call is active).

alt-transfer-processing
Section: callconcentrator
Default Value: false
Valid Values: true, false
Changes Take Effect: After restart

When this option is set to true, ICON uses the algorithm that was introduced in release 7.6.100.31, which correctly terminates the party that initiated completion of the two-step transfer and correctly populates the ParentLinkType and ParentPartyID fields in the G_PARTY and G_PARTY_HISTORY tables. However, the additional data in IDB might be incompatible with existing downstream reporting applications. The default value of false preserves ICON legacy behavior (prior to release 7.6.100.31). (ER# 250599324)

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Supported Operating Systems

New in This Release

This is a hot fix for this product. Refer to the Deployment Procedure for this hot fix to deploy the installation package within your environment.

No new features were introduced in this release of Interaction Concentrator.

Corrections and Modifications

This release includes the following corrections and modifications:

ICON configured with role=cfg no longer exits unexpectedly when any property is changed for a Person object with the isAgent check box cleared. Previously ICON would exit and, on every subsequent startup attempt, would again exit during the initialization phase. (ER# 247948508)

When reconnecting to Configuration Server Proxy, ICON now correctly reconnects and reloads Configuration data. Previously, an error in the reconnection process caused ICON to stop writing mandatory Outbound Contact field data to the GO_FIELDHIST table, and to write the value zero (0) to fields in the GO_RECORD table, until ICON was restarted. (ER# 246606785)

ICON now correctly processes Configuration data when reloading it after switchover from the primary Configuration Server Proxy to the backup. Previously in this scenario, after connecting to the backup Configuration Server Proxy, ICON exited unexpectedly after several minutes. (ER# 241714081)

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Supported Operating Systems

New in This Release

This is a hot fix for this product. Refer to the Deployment Procedure for this hot fix to deploy the installation package within your environment.

No new features were introduced in this release of Interaction Concentrator.

Corrections and Modifications

This release includes the following corrections and modifications:

The LSEQ field in the G_AGENT_STATE_RC_A table now records the correct sequence number of the agent-state change within an agent login session. Previously, this value was incorrectly taken from LSEQ field for the just-closed reason code record in the G_AGENT_STATE_RC table. (ER# 241495695)

ICON no longer tries to overwrite an agent-related reason code timestamp with a value of 0 (null) in the G_AGENT_STATE_RC_A table. Such overwriting occurred previously if you set the value for the gls-queue option in the filter-data section to true, and set the value for the gls-active-reason-codes option in the callconcentrator section to true. (ER# 241075686)

ICON now correctly terminates the party that initiated completion of the two-step transfer at the moment of completion in a scenario when a two-step transfer is completed after alternate calls, such as when a consult call is put on hold and the original call is active. Previously, this party was not terminated until the original call was released or terminated.

Additionally, ICON now correctly populates the ParentLinkType and ParentPartyID fields in the G_PARTY and G_PARTY_HISTORY tables in two-step transfer and conference scenarios with alternated calls.

Note: ICON now sets ParentLinkType equal to 1 (consultation); ParentPartyID refers to the associated party from the original call. For such scenarios, previous versions of ICON stored ParentLinkType = 0 (unknown) and ParentPartyID = NULL or empty (the associated party is unknown.) (ER# 240076358)

If you change a skill level to 0 (zero) while ICON is down, ICON now correctly recognizes the change after startup. (ER# 239003878)

ICON no longer runs out of memory and fails when it is configured to store user data key-value pairs that were defined in the call-custN section of the attached data specification file. Previously in such configurations, a memory leak caused ICON to fall and generate the following error message: [SQLITE] Error [7], text [out of memory]. (ER# 238141864)

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Supported Operating Systems

New in This Release

This is a hot fix for this product. Refer to the Deployment Procedure for this hot fix to deploy the installation package within your environment.

No new features were introduced in this release of Interaction Concentrator.

Corrections and Modifications

This release includes the following corrections and modifications:

ICON now supports Advanced Disconnect Detection Protocol (ADDP) for the CfgSync connection if its role includes cfg. To turn on ADDP for the CfgSync connection, add Configuration Server to the Connections tab of the ICON Application object, and configure ADDP for this connection. Note that you cannot change ADDP parameters for the CfgSync connection dynamically. To make changes take effect, restart ICON. (ER# 238066755)

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Supported Operating Systems

New in This Release

This is a hot fix for this product. Refer to the Deployment Procedure for this hot fix to deploy the installation package within your environment.

No new features were introduced in this release of Interaction Concentrator.

Corrections and Modifications

This release also includes the following corrections and modifications:

If role = gos is not configured in the DAP, ICON no longer tries to initiate the gos provider. Previously, ICON always tried to initiate the gos provider, regardless of the role that was configured for the DAP, and generated the following error message in the log: Configuration error. Class [CFGMANAGER]: Database Access Point is not assigned for the role 'gos'. (ER# 233786294)

When connection to T-Server is re-established after a timeout, ICON now sets consistent values for the active login session in the ADDED_TS and ADDED records in the G_AGENT_STATE_HISTORY table. Now, ADDED_TS and ADDED are set to the last change of the Agent state in this login session; that is either to the moment when an agent set the Ready/NotReady state on the Endpoint, or to the moment when the last call on this Endpoint was answered or released. Previously, the value of ADDED_TS might have been earlier than the value of PREVSENTER_TS, and the value of ADDED might have been earlier than the value of PREVSENTER.

Note that on each ICON start, for each active login session, a new record is generated in the G_AGENT_STATE_HISTORY table. Timestamps in the records in this table are for the last time the session state was changed as reported by T-Server. (ER# 229652806)

ICON no longer tries to open the Server port twice. Previously, ICON sometimes tried to register the default listener on a port on which it was already registered, an action that generated the following error message: Configuration error. Class [PSTACK] : listener 'default' conflicts with 'callconcentrator'. (ER# 111756031)

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Supported Operating Systems

New in This Release

This is a hot fix for this product. Refer to the Deployment Procedure for this hot fix to deploy the installation package within your environment.

No new features were introduced in this release of Interaction Concentrator.

Corrections and Modifications

This release also includes the following corrections and modifications:

ICON now supports dynamic creation and deletion of Open Media objects, such as Interaction Queues, Interaction Workbins, and Routing Strategies. Previously, it was necessary to restart ICON in order to pick up changes to Open Media objects. (ER# 229154518)

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Supported Operating Systems

New in This Release

This is a hot fix for this product. Refer to the Deployment Procedure for this hot fix to deploy the installation package within your environment.

No new features were introduced in this release of Interaction Concentrator.

Corrections and Modifications

This release also includes the following corrections and modifications:

If ICON receives a No More Licenses error message when it tries to register on a DN, it now tries again to register on that DN after any subsequent event that causes it to reconnect to T-Server. Previously, ICON removed such DNs from processing and did not try to register on them again, even if ICON reconnected to T-Server or T-Server was restarted. (ER# 230783873)

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Supported Operating Systems

New in This Release

This is a hot fix for this product. Refer to the Deployment Procedure for this hot fix to deploy the installation package within your environment.

No new features were introduced in this release of Interaction Concentrator.

Corrections and Modifications

This release also includes the following corrections and modifications:

ICON now correctly stores STATE and PREVSTATE data in the G_PARTY_HISTORY table, and creates a record for the Routing Point in G_ROUTE_RESULT table, when an incoming call is received on an External Routing Point, and then redirected to a Routing Point where it is abandoned. Formerly the specified tables were not updated correctly in this scenario. (ER# 226615923)

ICON now correctly completes the beginning of SingleStepTransfer processing. Previously, in some cases, ICON did not correctly complete SingleStepTransfer processing and generated an error message—Single-step transfer detection fails—after EventEstablished. (ER# 225642744)

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Supported Operating Systems

New in This Release

This is a hot fix for this product. Refer to the Deployment Procedure for this hot fix to deploy the installation package within your environment.

No new features were introduced in this release of Interaction Concentrator.

Corrections and Modifications

This release also includes the following corrections and modifications:

ICON now fully supports the ISCC Transaction Monitoring protocol introduced in the 7.6 release of T-Server Common Part (TSCP), which is the shared software with which all 7.6 T-Server applications are built. One of the benefits of the new messaging for ICON is receiving notification about failed ISCC transactions. Information about failed IS-Links improves the performance of the Interaction Concentrator merge procedure, when it merges multi-site interactions. (ER# 227213061)

For deployments that have been configured to report data for Multimedia interactions that started in the past (the calls-in-the-past configuration option has been set to true), a new configuration option, om-force-adata, enables you to report the UserData snapshot that corresponds to the interaction-related data.

To report the UserData snapshot for Multimedia interactions that started in the past, configure the following new option on the Options tab of the ICON Application object, in the callconcentrator configuration section:

om-force-adata
Section: callconcentrator
Default Value: false
Valid Values: true, false
Changes Take Effect: After restart

When this option is set to true, and if the calls-in-the-past configuration option has also been set to true, ICON stores a UserData snapshot in the GM_F_USERDATA table for interactions created in the past. The default value of false preserves ICON legacy behavior (prior to release 7.6.100.23), whereby ICON does not store a UserData snapshot when it restores a Multimedia interaction that was created in the past.

Note that when the first event relative to the interaction is EventProcessingStopped, ICON does not restore the interaction but, if the om-force-adata option is set to true, then the data is nevertheless stored in the GM_F_USERDATA table.

(ER# 228035701)

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Supported Operating Systems

New in This Release

This is a hot fix for this product. Refer to the Deployment Procedure for this hot fix to deploy the installation package within your environment.

This section describes new features that were introduced in this release of Interaction Concentrator.

• Interaction Concentrator now stores the values of currently active Agent state reason codes. Previously, ICON stored information about Agent state reason codes only when the reason code was changed or terminated.

  • A new configuration option, gls-active-reason-codes, enables ICON to capture the values of active Agent state reason codes.

    gls-active-reason-codes
    Default Value: false
    Valid Values: true, false
    Changes Take Effect: Immediately

    If set to true, this option specifies that ICON will store the active Agent state reason codes.

    Configure this option in the [callconcentrator] section on the Options tab of the ICON Application object.

  • A new Interaction Database (IDB) table, G_Agent_State_RC_A, stores the active Agent state reason codes. The existing G_Agent_State_RC table continues to store the values of reason codes that have been changed or terminated.

    When ICON receives information about a new reason code, it creates a record in the G_Agent_State_RC_A table. When the reason code is terminated, ICON deletes the record from the G_Agent_State_RC_A table, and it creates a new record for the terminated reason code in the same way that it always used to do, in the G_Agent_State_RC table.

    The new table contains only active reason code records. ICON clears the table on restart, to clean out obsolete records that would otherwise accumulate in the case of unexpected ICON or database failures.

    The structure of the new, G_Agent_State_RC_A table is the same as the existing G_Agent_State_RC table, except that the new table:

    • Does not include the Terminated, Terminated_ts, and Terminated_tcode columns.
    • Includes a new column, APPID, which contains the DBID of the ICON Application that added the record in IDB.
    For more information, see the descriptions of the G_Agent_State_RC table fields in the Interaction Concentrator 7.6 Physical Data Model for your RDBMS.

    Two new database scripts, 21_gcc_<db_type>_schema_4.sql and 22_gcc_<db_type>_stp_api_8.sql, create the new table and stored procedures to support the active Agent state reason codes feature. For information about the scripts to deploy the modified database schema, see the deployment procedure for this hot fix.

  (ER# 221677741)

Corrections and Modifications

This release also includes the following corrections and modifications:

Interaction Concentrator now supports dynamic creation of new campaign objects for Outbound Contact. (ER# 221772623)

The 24_gcc_<db_type>_dict.sql script was changed to remove one record in a dictionary related to vq provider. Although listed in the Interaction Concentrator documentation as a possible value for the PROVIDERTAG in various IDB tables, it is not currently used. (ER# 224200851)

ICON correctly populates the value of login session termination timestamps. In an interim version of ICON between 7.6.100.14 and 7.6.100.19, the G_LOGIN_SESSION table contained records with terminated_ts=0 and terminated_tcode=0. This issue has been corrected. (ER# 225518416)

The Oracle Interaction Database (IDB) initialization script 10_gcc_ora_stp_sys_3.sql now includes the required statement to commit default values for merge procedure parameters to the database. (ER# 209761715)

In the G_ROUTE_RESULT table in DB2 IDBs, ICON now correctly saves strings of up to 255 bytes for data where the valid data type is varchar(255)—for example, RRequestedSkillComb and RStrategyName. Previously, ICON encountered a database insertion error when it tried to save strings greater than 50 bytes, and no record was written to the G_ROUTE_RESULT table. (ER# 213417208)

ICON now stores the correct timestamp information for the transferred party in scenarios in which the call is put on hold, either deliberately or automatically, during a single-step transfer. Previously, ICON did not correctly process single-step transfers from devices in the On Hold state, and as a result the Terminated timestamp for the transferred party was incorrect in the G_PARTY table. (ER# 220104335, 221871564)

When the cfg role in ICON configuration options is disabled, ICON no longer produces an error similar to the following:

19:50:53.992 Std 20010 Configuration error.
Class [LinkProcessor] : Cannot create link '[LINK_NAME]'

(ER# 124187229)

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Supported Operating Systems

New in This Release

This is a hot fix for this product. Refer to the Deployment Procedure for this hot fix to deploy the installation package within your environment. This release does not contain new features or functionality.

Corrections and Modifications

This release also includes the following corrections and modifications:

ICON now correctly stores the value of CallGUID and PartyGUID in the G_CUSTOM_DATA_S table when processing a two-step transfer or a two-step conference call. In previous releases, ICON incorrectly stored null values if the call was first conferenced or transferred. (ER# 220194054)

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Supported Operating Systems

New in This Release

This is a hot fix for this product. Refer to the Deployment Procedure for this hot fix to deploy the installation package within your environment. This release does not contain new features or functionality.

Corrections and Modifications

This release also includes the following corrections and modifications:

Previously, ICON stopped communicating with Outbound Contact Server (OCS) in the rare scenario where the EventGOStatProviderError message was received from OCS during a restart of T-Server. ICON now correctly restores communication with OCS in this scenario. (ER# 193694390)

This release corrects a problem that prevented ICON from writing data to IDB after restart. Previously, if ICON was stopped while submitting data to IDB on a record-by-record basis, ICON did not resume database writing after restart. (A database transaction that fails because of a database error typically results in a record-by-record submission of data.) (ER# 214915743)

ICON now correctly stores the value of PartyGUID in the G_CUSTOM_DATA_S table when processing transferred calls. Previously, ICON incorrectly stored null values. (ER# 209207802)

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Supported Operating Systems

New in This Release

There are no restrictions for this release. This section describes new features that were introduced in this release of Interaction Concentrator.

• Advanced memory management in order to support a large number of Multimedia interactions. Three new configuration options help to optimize ICON's operational memory and support this feature:

  • om-memory-optimization
  • om-max-in-memory
  • om-memory-clean



• Improved recognition of certain multi-site voice call scenarios. A new configuration option regulates the mode that ICON uses for scenario recognition:

  • gcti-mode-monitoring



• Filtering of Multimedia data that is not relevant for reporting in order to save IDB storage and improve ICON's overall performance. Two new configuration options enable this filtering feature:

  • om-activity-report
  • om-check-filter-flag



• A purging mechanism for Multimedia data that is stored in IDB.

• Improved performance for purging voice data that is stored in IDB using the new purging mechanism.

For descriptions of the new configuration options mentioned above, refer to the Interaction Concentrator 7.6 Deployment Guide.

Corrections and Modifications

This release also includes the following corrections and modifications:

This release corrects a memory leak that was previously observed when ICON processed EventProcessingStop from Interaction Server. (ER# 191597331)

This release corrects a memory leak that was previously observed when ICON processed addition or deletion of configuration objects. (ER# 192986821)

ICON now stores a corresponding reason code for each agent state when provided. Previously, Open Media reason codes were not broken down by agent state in a scenario when an agent specified the same reason for subsequent agent states. As a result, it was possible for ICON to report incorrect duration of agent states where the reason code was specified. (ER# 194158277)

When logging out of Open Media, all agent data is now correctly stored in IDB. Previously, the final agent state was not terminated and the reason code was not written when logging out of Open Media without first removing the media. (ER# 194158271)

ICON now stores correct values in the ENDPOINTDN field of the G_USERDATA_HISTORY table. Previously for a given call, ICON could populate this field with values taken from a previously processed call. (ER# 193497003)

This release corrects a problem where, in certain situations when ICON received an incorrect Open Media reporting event about user data changes (without any actual changes in user data), ICON could lose user data changes from the events subsequent to this incorrect event. (ER# 197956028)

While performing the resynchronization process, ICON now correctly stores changed values for agent skill level. Previously, ICON did not check for changes in the agent skill level value during resynchronization. (ER# 200270217)

ICON correctly marks a call as terminated in IDB when the call terminates immediately preceding a request for ICON shutdown. Previously, all information about such a call could be lost if ICON was shut down before writing a record regarding the terminated call to a persistent queue. (ER# 202295261)

To provide the capability for the control system to define when synchronization is started and completed, two standard level log messages were introduced:

• Std 25027 Configuration synchronization with IDB started
• Std 25028 Configuration synchronization completed in IDB

ICON can now distinguish whether data was attached to a call at creation time or during call processing, and stores the correct values of the CHANGETYPE attribute. Previously, ICON wrote incorrect CHANGETYPE for attached data in an outbound call in the scenario above. (ER# 191528711)

The G_USERDATA_HISTORY table now has AgentID information when attached data is added to a call at the time when the call is initiated by an agent. Previously in this scenario, the G_USERDATA_HISTORY table did not have AgentID information. (ER# 205574746)

ICON does not store user data for calls with low reliability. Previously, after restart, ICON could mistakenly store user data for such calls. (ER# 194185283)

Improvements in the merge procedure that are introduced in this release resolve an issue where, in certain scenarios in a multi-site environment, ICON did not match the parts of the same call from different sites. (ER# 199125052)

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Supported Operating Systems

New in This Release

This is a hot fix for this product. Refer to the Deployment Procedure for this hot fix to deploy the installation package within your environment. This release does not contain new features or functionality.

Corrections and Modifications

This release includes the following corrections and modifications:

This release improves recognition of certain multi-site scenarios when a call is routed from site 1 to site 2 and then back to site 1. Previously, when the call returned to site 1, and when the attribute OtherDN of related TEvents referred to a local DN configured on this site, ICON could incorrectly recognize this call scenario. This resulted in partial representation of the call being written to IDB.

In this release of ICON, the following new configuration option, set on the Options tab of the ICON Application object, regulates the mode that ICON uses for scenario recognition:

gcti-mode-monitoring
Section: callconcentrator
Default Values: 0
Valid Values: 0, 1
Changes Take Effect: After restart

Setting this option to 1 enables ICON's new scenario recognition logic. Setting this option to 0 preserves ICON legacy behavior (prior to release 7.6.000.21).

(ER# 190734414)

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Supported Operating Systems

New in This Release

This is a hot fix for this product. Refer to the Deployment Procedure for this hot fix to deploy the installation package within your environment. This release does not contain new features or functionality.

Corrections and Modifications

This release includes the following corrections and modifications:

ICON now correctly associates after-call work (ACW) with the original call when the gls-acw-first configuration option is set to 1. Previously, in the scenario where the original call was released while on hold but the consult call remained active at the agent's DN, ICON sometimes incorrectly associated ACW with the consult call when the value of gls-acw-first was set to 1. (ER# 192107691)

Improvements have been made to the performance of the merge stored procedure on the Oracle RDBMS. (ER# 200271075)

ICON no longer triggers a disconnect from DB Server in a scenario where it loses its connection with DB Server while a database transaction is in progress, and then re-establishes the connection. Previously in this scenario, ICON would incorrectly initiate a disconnect from DB Server and generate the following error message: Database request timeout %d sec is exceeded. (ER# 199720023)

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Supported Operating Systems

New in This Release

This is a hot fix for this product. Refer to the Deployment Procedure for this hot fix to deploy the installation package within your environment. This release does not contain new features or functionality.

Corrections and Modifications

This release includes the following corrections and modifications:

ICON now populates the G_CUSTOM_DATA_S table so that the number and content of the records are correct based on the values of the EventData configuration option and the content of the UserData attribute provided in EventUserEvent. Previously, ICON could either write duplicate records into this table or omit certain key-value pairs. (ER # 193001507)

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Supported Operating Systems

New in This Release

There are no restrictions for this release. This section describes new features that were introduced in the initial 7.6 release of Interaction Concentrator.

• The ability to resynchronize the configuration data in Interaction Database (IDB) with Configuration Database on demand.

• A configurable filtering mechanism for certain types of data to enable the optimization of database size and performance.

• Support for high availability (HA) of configuration data, agent-related data, and Genesys Instant Messaging (IM ACD) data.

• Support for media types for Open Media in all the areas where e-mail and chat data (other than related to Genesys Instant Messaging) were previously supported.

• Support for reporting on Genesys Instant Messaging (IM ACD).

• The ability to report after-call work (ACW) for the first interaction associated with ACW, for voice interactions.

• The ability to suppress, for voice interactions, the interruption of the ACW and NotReady agent states by interactions coming to, or produced by, the agent.

• Support for a wider range of detailed routing results for interactions that are distributed from virtual queues.

• A number of new configuration options are introduced in this release to support the new functionality. For information about these options, refer to the Interaction Concentrator 7.6 Deployment Guide.

• The Interaction Concentrator 7.6 User’s Guide has been introduced in this release. This document will help you learn more about Interaction Concentrator functionality, including Interaction Database (IDB) architecture, models used in Interaction Concentrator, attached data processing, available stored procedures, and integration with other Genesys products.

• A new configuration option, calls-in-the-past, enables you to report data for Multimedia interactions that have started in the past. Configure this option in the callconcentrator configuration section of the ICON Application object.

  calls-in-the-past
  Default Value: false
  Valid Values: true, false

  When this option is set to true, ICON reconstructs operational data about a Multimedia interaction that is already in progress when ICON receives one or more of the following reporting events from Interaction Server:

  • EventPlacedInQueue
  • EventPlacedInWorkbin
  • EventAgentInvited
  • EventPartyAdded

  When this option is set to false, ICON does not record data for Multimedia interactions that begin while ICON is down, or has no connection to Interaction Server.

  The data stored for reconstructed interactions is the same as the data stored for the interactions that ICON tracks from their beginning. Note, however, that ICON cannot restore a correct timestamp of interaction record creation, or the information about previous parties, or the first values of user data keys.

  (ER# 101049206)

Corrections and Modifications

This release includes the following corrections and modifications that were made between Release 7.5 or earlier releases and the initial 7.6 release:

If reconnecting to the Configuration Server that is switching from backup to primary mode, ICON now generates reliable values when processing configuration data during the reconnect. (ER# 183378593)

ICON no longer marks Virtual Queue (VQ) records in the G_VIRTUAL_QUEUE table as stuck because of timing issues. Previously, minor delays with the delivery of events generated by Universal Routing Server (URS) that were caused by network latency caused ICON to incorrectly mark certain VQ records as stuck with the same creation and termination time. (ER# 185745490, 185745605)

ICON now continues writing data to the database after encountering an erroneous transaction. Previously, when, due to an error, a queue element existed in a persistent queue file without any data associated with it, ICON stopped writing any data to IDB. A Debug-level error message Queue NN is empty could indicate this situation, if Debug logging was configured. (ER# 183645311, 180112630)

An ICON application configured without the cfg role now correctly updates the G_PROV_CONTROL table when the connection to Configuration Server is lost. Previously, the cfg role had to be disabled at the DAP level in addition to the ICON application level, to prevent incorrect updates to this table. (ER# 179616008)

ICON no longer duplicates records into the G_IS_LINK table. In previous releases, ICON could write duplicate records to this table with records of the same combination of values in the LINKID and REMOTELOCATION fields. (ER# 165260671)

The merge procedure has been modified. The previously available merge procedure could not merge certain calls, thus producing stuck links. During an upgrade to this release, the updated merge procedure cleans up these stuck links in IDB. (ER# 165260673)

A missing value 1 (observer party) has been added to the G_DICTIONARY table, DICTIONARY TYPE 10. The value is used in the PRole field of the G_Party table. (ER# 164687723)

ICON no longer inserts duplicate records when there is no response from database within a timeout specified by dbw-request-tout. (ER# 161583691)

ICON correctly stores controlled PartyID information in G_USERDATA_HISTORY. Previously, this information was not stored for an endpoint that was configured as a DN object of the Extension type with the name formatted as txxxx, where xxxx was any number or letter and t was the prefix. (ER# 160608389)

ICON no longer exits when an agent makes a call to another agent, who is reported as busy, and the corresponding EventDestinationBusy reports the same number for ThisDN and OtherDN attributes. (ER# 149661421, 183013976)

ICON no longer duplicates the records in the GCX_ENDPOINT_PLACE table. In previous releases, ICON could write duplicate records to this table when an endpoint (DN) and an association between the endpoint and a place were created during ICON shutdown and ICON retrieved these configuration changes through the history log mechanism of Configuration Server. (ER# 146996561)

ICON no longer counts the number of call transfers for call related metrics of the G_CALL_STAT table twice. (ER# 144224636)

The default values of the gls-max-inactivity and the gls-max-duration configuration options have been changed to 0 (zero). The new default settings prevent ICON from accidentally closing agents' login sessions when operating with T-Server 7.5 or higher. (ER# 126317121, 173558401)

The UserName field of the GC_AGENT table is now correctly updated with the new name when the UserName field of a Person object is changed in Configuration Manager. Previously, ICON did not update records in the GC_AGENT table when UserName was the only field changed in a Person object. (ER# 126273006)

This release of Interaction Concentrator utilizes a new functionality available in T-Server 7.6 to retrieve information about IS-Link direction. This information enables ICON to set an interaction's ROOTIRID correctly when two calls are created simultaneously in a multi-site scenario. Previous releases of Interaction Concentrator could set an incorrect ROOTIRID in this scenario. (ER# 111795184)

This release supports reporting on Multimedia interactions that have started in the past. When a Multimedia interaction begins while ICON is down or has no connection to Interaction Server, ICON starts recording data for this active interaction as soon as it receives a party-creation event from Interaction Server. A new configuration option, calls-in-the-past, is implemented to support this functionality. (ER# 101049206)

ICON no longer inserts duplicate records into the GX_SESSION_ENDPOINT table following ICON restart. Previously, agent login sessions that remained active while ICON was restarted could be recorded twice in this table. (ER# 94488686)

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Known Issues and Recommendations

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

In the Interaction Concentrator 7.6 Physical Data Models, the GSYS_EXT_INT1 field in the G_CALL table is incorrectly identified as reserved. In the Introduction, the GSYS_EXT_INT1 field should be included in the list of reserved-field exceptions for the G_CALL table, with the following description: "Media type. See possible values in the G_DICTIONARY table for DTYPE=6." (ER# 271742791)

ICON will enter an endless loop if it attempts to store a UserData value in the G_USERDATA_HISTORY or the G_SECURE_USERDATA_HISTORY table for a key name with a length greater than 64 characters. The maximum length of the KeyName field in those tables is 64 characters. (ER# 270895114)

When the ICON calls-in-the-past and om-force-adata configuration options are set to true, and MCR Interaction Processing is started without EventInteractionSubmitted, the GM_F_USERDATA record writes to IDB, but the GSYS_EXT_INT1 field is NULL. (ER# 257194886)

Although the Interaction Concentrator 7.6 Physical Data Model manuals list vq as a possible value for the PROVIDERTAG in various IDB tables, this value is not currently used. (ER# 224200851)

In an environment where network issues are likely to occur, consider the following recommendation. To minimize the number of unidentified call segments that might occur as a result of missing configuration data, Genesys recommends that you configure an Advanced Disconnect Detection Protocol (ADDP ) connection to Configuration Server in each ICON application in your deployment, regardless of the role of the ICON application in your deployment. You configure the ADDP connection when you add Configuration Server to the Connections tab of the ICON Application object. The "Configuring an ICON Application Object" section of the Interaction Concentrator 7.6 Deployment Guide currently notes that you can configure an ADDP connection between the ICON application and Configuration Server, but it does not clarify that ADDP is the recommended connection protocol for every ICON instance in a deployment. (ER# 227407583)

The chapter in the Interaction Concentrator 7.6 User's Guide about integrating with Outbound Contact contains misleading information. The "Configuration Recommendations" section requires the following clarifications:

• For ICON to receive and store the value of a field that is in a calling list record, the icon_attribute and send_attribute configuration options must be specified on the Field object, in the configuration section named default.

• You must configure the icon_attribute option for all the user-defined and mandatory fields that you want OCS to deliver to ICON and whose values you want ICON to store.

• By default, OCS attaches data for the following mandatory fields (in a key-value pair with the key name shown in the parentheses):

• contact_info (GSW_PHONE)
• chain_id (GSW_CHAIN_ID)
• attempt (GSW_ATTEMPTS)
• call_result (GSW_CALL_RESULT)

• For all other mandatory fields and for all user-defined fields, you must configure the send_attribute option if you want OCS to attach that data to outbound calls and in user events.

• ICON does not require any special configuration on the OCS Application object.

In addition, the following replaces the current information in the "Multi-Tenant Environment" subsection.

Multi-Tenant Considerations
In multi-tenant environments, the OCS-related objects that the ICON instance monitors may be configured under various tenants. Ensure that you assign all related tenants to the ICON application.

Example
Say you create an outbound Calling List object under a tenant called Outbound, and the calling list uses fields that you created as Field objects under the Environment tenant. To enable ICON to process OCS data related to the Outbound Calling List:

1. Configure the required Field objects under the Environment tenant. You must configure the icon_attribute option and, except for certain mandatory fields, the send_attribute option for all the fields that you want ICON to store.
2. Add both the Environment tenant and the Outbound tenant on the Tenants tab of the ICON Application.

(ER# 223247551)

Interaction Concentrator does not support multi-site deployments in which two Interaction Concentrator Applications (ICONs) are configured for the same role, connected to the same set of T-Servers, and write data to the same IDB. (ER# 222779696)

In Interaction Concentrator configurations with T-Servers working in hot standby mode, ICON shows the incorrect T-Server source for trace messages in the log file in the following scenario:

1. The connection to the primary T-Server is lost and ICON receives a PrimaryChanged notification from the backup T-Server.
2. The connection to the original primary T-Server is restored quickly.
3. No additional PrimaryChanged notification is received.

In special cases, using a strategy with the om-activity-report configuration option set to false may lead to incorrect reporting data. Genesys does not recommend setting the om-activity-report configuration option to false for strategies that are responsible for delivering interactions to agents. (ER# 209017752)

This is an Oracle-specific limitation. The statement commit is missing in the 10_gcc_ora_stp_sys_3.sql initialization script. As a result, default values of the gsysmerge stored procedure parameters will not be committed in the database. The script 10_gcc_ora_stp_sys_3.sql needs to be modified by adding a commit statement at the end of the script.

This can cause failure of gsysIRMerge execution. If this step was missed and initialization of the database has already been done without this statement, you should execute the following sql statements before the first run of the gsysIRMerge stored procedure:

delete from G_DB_PARAMETERS where SETID = 0 and SECT = 'merge';
insert into G_DB_PARAMETERS( SETID, SECT, OPT, VAL ) values ( 0, 'merge', 'nodnrl',         '0' );
insert into G_DB_PARAMETERS( SETID, SECT, OPT, VAL ) values ( 0, 'merge', 'stuckthreshold', '28860' );
insert into G_DB_PARAMETERS( SETID, SECT, OPT, VAL ) values ( 0, 'merge', 'step',           '75' );
insert into G_DB_PARAMETERS( SETID, SECT, OPT, VAL ) values ( 0, 'merge', 'limit',          '1000' );
insert into G_DB_PARAMETERS( SETID, SECT, OPT, VAL ) values ( 0, 'merge', 'limit2',         '10000' );
commit;

Universal Routing Server (URS) generates a number of key-value pairs (KVPs), listed below, that ICON does not store in either G_USERDATA_HISTORY or G_SECURE_USERDATA_HISTORY table, despite setting the adata-extensions-history, adata-reasons-history, or adata-userdata-history configuration option. This behavior enables ICON to exclude, from IDB storage, the routing data that is unnecessary for reporting.

If you want ICON to store values for any of these keys, include the keys into the attached data specification file. (To create the attached data specification file, refer to instructions in the "Customized Attached Data Processing" section of the Interaction Concentrator 7.6 User’s Guide.)

Please refer to the list of the keys below.

"CBR-Interaction_cost"
"CBR-IT-path_DBIDs"
"CBR-actual_volume"
"CBR-contract_DBIDs"
"RStrategyDBID"
"ServiceType"
"ServiceObjective"
"RVQID"
"RTargetObjSelDBID"
"RTargetRequested"
"RTargetAgentGroup"
"RTargetRuleSelected"
"RTargetObjectSelected"
"RTargetTypeSelected"
"RTargetAgentSelected"
"RTargetPlaceSelected"
"RStrategyName"
"RRequestedSkillCombination"
"RTenant"
"RTargetAgSelDBID"
"CustomerSegment"
"RTargetPlSelDBID"
"RRequestedSkills"
"RTargetPlaceGroup"
"RTargetCampaignGroup"
"RouterData70"

From the nested key-value list (KV-List) "RTargetUsed" in the UserData reporting event attribute:

"RTargetName"
"RTargetType"

From the Reasons reporting event attribute:

"RTR"
"CBR-Interaction_cost"
"CBR-IT-path_DBIDs"
"CBR-actual_volume"
"CBR-contract_DBIDs"
"RStrategyDBID"
"ServiceType"
"ServiceObjective"
"RVQID"
"RTargetObjSelDBID"
"RTargetRuleSelected"
"RTargetObjectSelected"
"RTargetTypeSelected"
"RTargetAgentSelected"
"RTargetPlaceSelected"
"RStrategyName"
"RRequestedSkillCombination"
"RTenant"
"RTargetAgSelDBID"
"CustomerSegment"
"RTargetPlSelDBID"
"RRequestedSkills"
"RTargetPlaceGroup"
"RTargetCampaignGroup"
"RouterData70"

From the nested KV-List "RTargetUsed" in the Reasons reporting event attribute:

"RTargetName"
"RTargetType"

From the Extensions reporting event attribute:

"ReportingEventSequenceNumber"

From the nested KV-List "RTargetUsed" in the Extensions reporting event attribute:

"RTargetName"
"RTargetType"

From the nested KV-List "Reasons" in the Extensions reporting event attribute:

"RTR"
"ServiceType"
"ServiceObjective"
"RVQID"
"RTargetObjSelDBID"
"RStrategyDBID"
"RTargetRuleSelected"
"RTargetObjectSelected"
"RTargetTypeSelected"
"RTargetAgentSelected"
"RTargetPlaceSelected"
"RStrategyName"
"RRequestedSkillCombination"
"RTenant"
"RTargetAgSelDBID"
"CustomerSegment"
"RTargetPlSelDBID"
"RRequestedSkills"
"RTargetPlaceGroup"
"RTargetCampaignGroup"
"RouterData70"
"CBR-IT-path_DBIDs"
"CBR-Interaction_cost"
"CBR-actual_volume"
"CBR-contract_DBIDs"
"RTR"
"RTargetAgentGroup"
"RTargetRequested"

From the nested KV-List "RTargetUsed" within the KV-List "Reasons" in the Extensions reporting event attribute:

"RTargetName"
"RTargetType"

On Oracle RDBMS, the gsysPurgeIR, gsysPurgeUDH, gsysPurgeLS, and gsysPurgeOS stored procedures require Oracle 9.02. (ER# 203227077)

If you are upgrading to Interaction Concentration 7.6 in an environment where Open Media interactions are processed, and where Genesys Info Mart release 7.5 is also deployed, do the following:

• Turn off the Open Media data collection in IDB by setting the mcr-om-processing configuration option in ICON Application object to 0. With this setting, ICON 7.6 will process Genesys Multimedia interactions in the same manner as ICON 7.5 does.

When the configuration object is created and then deleted during ICON shutdown time, ICON is not able to store the information regarding this object in the ICON database due to the Configuration Server limitations related to the history log functionality. (ER# 169263293)

When a new custom defined media type is added to the configuration, ICON needs to be restarted to process the activity related to this media type. (ER# 166777501)

In a single-step conference scenario, ICON does not count the number of single-step conferences in the CNT_CONFERENCE field of the G_CALL_STAT table. (ER# 160337859)

If you have to restore your Configuration Database from a backup (for example, in a case when your original Configuration Database is corrupted), contact Genesys Technical Support prior to doing this. If new configuration objects have been created in the Configuration Database since the last backup, Genesys Technical Support should guide you through restoring the Configuration Database to help you prevent synchronization problems between Configuration Database and IDB. (ER# 177170954)

Should ICON receive incorrect data from Configuration Server, ICON will log a message similar to the following:

Configuration Server error: Directory configuration load failure,
CFGIncompleteObjectData, object Unknown object,
property Unknown attribute 00:34:14.982
[CONFIGDIR]: Event Error received from Configuration Server.

You must restart ICON to continue using the application. If you use the Solution Control Interface to start and stop ICON, consider setting an alarm condition to alert you when this event (20031) is raised. (ER# 124299521)

When the cfg role in ICON configuration options is disabled, ICON may produce an error message similar to the following:

19:50:53.992 Std 20010 Configuration error.
Class [LinkProcessor] : Cannot create link '[LINK_NAME]'

You can ignore this message. (ER# 124187229)

If you are using a Microsoft SQL Server RDBMS to host IDB, be aware that a deadlock on the database server might cause the merge stored procedure to fail, with an error that you cannot observe in the ICON logs.

For example, when gsysIRMerge2 is called by Genesys Info Mart, the following message appears in the Info Mart logs:

11:12:41.687 Trc 34101 GIMServerScheduler - calling stored procedure:
'dbo.gsysIRMerge2(@OVERRIDE=0, @CALLER=info_mart, @RESULT=?, @PREVCALLER=?, @PREVAGE=?)' on DAP 'DAP_GenesysIDB'.

11:12:45.406 Std 23001 DAP 'DAP_GenesysIDB' database error for table ''.  Exception: 
com.microsoft.sqlserver.jdbc.SQLServerException: Transaction (Process ID 51) was deadlocked on lock 
resources with another process and has been chosen as the deadlock victim. Rerun the transaction. 

As a workaround for Microsoft SQL Server 2005, add a deadlock priority option to the gsysIRMerge2 stored procedure code on the line immediately following the “begin” statement. For example:

USE [ICON_schema_name]
GO
…
begin
    SET DEADLOCK_PRIORITY 10
…

No workaround is currently available for other Microsoft SQL Server versions. (ER# 234722711)

If Configuration Server (with Advanced Disconnect Detection Protocol (ADDP) enabled) restarts during ICON startup, then ICON cannot successfully complete its startup operation: it fails to register with T-Server and does not write its configuration data to the IDB. To resolve this problem, you must restart ICON. (ER# 110845707)

In a single-step conference, the ICON database receives no indication that the added party was added to the conference using the single-step process. (ER# 104784403)

ICON does not support dynamic changes in DAP configuration. You must restart ICON after making any changes in DAP configuration parameters. (ER# 81329871)

ICON does not support the Interaction Server application type. Instead, use the T-Server application type for Interaction Server. If, however, you already have Interaction Server installed and configured with the Interaction Server application type, you can use the following workaround instead to have ICON recognize it:

1. Create a fake application with application type T-Server in Configuration Server.
2. On the Server Info tab of this application, specify the same host and port as the real Interaction Server application that you have configured.
3. Designate the Multimedia switch that Interaction Server uses as a switch for the created application.
4. Add the created application to the Connections tab of the ICON application (instead of Interaction Server).
5. Restart ICON.

(ER# 64141869)

After reconnecting to T-Server, ICON does not report busy states for agents who receive new calls during the period of disconnection. (ER# 38502467)

IDB can experience significant performance degradation when data is collected from 7.2 T-Server applications. Degradation has been experienced under the following conditions (numbers vary depending on hardware and RDBMS):

• G_CALL records total 4,000,000 or more.
• Constant call flow rate reaches 20 or more G_CALL records per second.

As a consequence, ICON may not be able to store data in real time, and periodic removal of ICON data may be required.

The issue does not occur if the data is collected from release 7.5 or later T-Servers. (ER# 43965991)

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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 features or functions for this product.

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Internationalization

Information in this section is included for international customers.

There are no known issues regarding internationalization of Interaction Concentrator.

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Additional Information

Additional information on Genesys Telecommunications Laboratories, Inc. is available on our Technical Support website. The following documentation also contains information about this software. Please consult the Deployment Guide first.

• Interaction Concentrator 7.6 Deployment Guide provides a high-level overview of Interaction Concentrator, deployment-planning materials, deployment procedures, metrics definitions, and introduction to the Interaction Concentrator Database schema.

• Interaction Concentrator 7.6 User’s Guide provides information about Interaction Concentrator functionality, including IDB architecture, models used in Interaction Concentrator, attached data processing, available stored procedures, and integration with other Genesys products.

• Interaction Concentrator 7.6 Physical Data Model for a DB2 Database provides database schema with table and field descriptions for a DB2 IDB.

• Interaction Concentrator 7.6 Physical Data Model for a Microsoft SQL Database provides database schema with table and field descriptions for a Microsoft SQL IDB.

• Interaction Concentrator 7.6 Physical Data Model for an Oracle Database provides database schema with table and field descriptions for an Oracle IDB.

• Framework 7.6 Combined Log Events Help describes log events generated by every Genesys server application, including Interaction Concentrator.

• Genesys Migration Guide describes how to upgrade your environment, containing Interaction Concentrator 7.2 or 7.5, to release 7.6.

• ICON 7.5.0 IDB HA Mode white paper, which provides information about high availability (HA) support in Interaction Concentrator, is available at http://genesyslab.com/library/retrieve/default.asp?item=AED517861584138211800F7277777C84&view=item.

Product documentation is also provided on a Documentation Library DVD, which is produced monthly. The New Documents on this DVD page on the DVD indicates the DVD production date. Because the DVD is produced monthly, documentation on the Technical Support website may be more up-to-date than that on the DVD. To verify the latest version of a document, check the version number, located on the second page in PDFs and on the "About This File" topic for Help files.

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