| Release Number | AIX | HP-UX | Linux | Solaris | Tru64 UNIX | Windows |
|---|---|---|---|---|---|---|
| 8.0.000.42 [09/09/2011] – Hot Fix | X | X | ||||
| 8.0.000.40 [07/08/2011] – Hot Fix | X | |||||
| 8.0.000.39 [04/15/2011] – Hot Fix | X | X | X | X | X | X |
| 8.0.000.37 [02/07/2011] – Hot Fix | X | X | X | X | X | X |
| 8.0.000.36 [11/10/2010] – Hot Fix | X | X | ||||
| 8.0.000.35 [10/15/2010] – Hot Fix | X | X | X | X | X | X |
| 8.0.000.30 [06/11/2010] – Hot Fix | X | X | X | X | X | |
| 8.0.000.27 [03/30/2010] – Hot Fix | X | X | ||||
| 8.0.000.25 [02/08/2010] – Hot Fix | X | X | X | X | X | X |
| 8.0.000.24 [12/16/2009] – General | X | X | X | X | X | X |
As of February 1, 2012, Genesys is no longer an affiliate of Alcatel-Lucent; any indication of such affiliation within Genesys products or packaging is no longer applicable. Please see the Genesys website at http://www.genesyslab.com for more details.
This release note applies to all 8.0 releases of Interaction Concentrator.
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
Corrections and Modifications
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.
Note: This release of Interaction Concentrator is built with Interaction Database (IDB) schema version 8.0.000.42.
No new features were introduced in this release of Interaction Concentrator.
This release includes the following corrections and modifications:
The merge procedure no longer fails with an arithmetic overflow error in multi-site environments.
Previously, because of the data type defined for some fields in a temporary table (BUF4), certain complicated call flows might result in an arithmetic overflow error. (ER# 277093670)
The stored procedure to reset merge no longer causes previously processed data to be merged again.
Previously, an unwanted line in the SQL script generated new sequence numbers for records that had been deleted from the GSYS_PROCINFO table, so that the merge procedure reprocessed these records. (ER# 274373863)
The merge procedure has been modified to streamline the processing of calls when an inter-site transfer fails.
A new merge procedure parameter, brokenthreshold, supports the enhanced functionality.
brokenthreshold
Valid Values: Any positive integer
Default Value: 14460
Changes Take Effect: On the next run of the merge stored procedure
Specifies the time interval, in seconds, for which the merge procedure will wait for IS-Link information for a failed Inter Server Call Control (ISCC) transfer to another site. In other words, this parameter specifies the stuck link timeout for broken links.
For example, consider the scenario in which ICON1 monitors Site1 and ICON2 monitors Site2, and an agent on Site1 attempts to transfer a call to Site2, but the attempted ISCC transfer does not reach Site2 or the agent on Site2 does not answer. In this situation:
G_IS_LINK.STATE=3).To modify the value of the broken links timeout, insert a row into the G_DB_PARAMETERS table with the following attributes:
SETID=0, SECT='merge', OPT='brokenthreshold', and VAL='<new timeout value>'.
If you set the brokenthreshold parameter to a value greater than the stuck link timeout (the stuckthreshold parameter), the stuckthreshold parameter will control the timeout for broken links as well.
Note: If you are migrating from an earlier Interaction Concentrator release, the brokenthreshold parameter does not control the timeout for broken links that are already in the GSYS_PENDING_LINK table.
The broken links timeout applies only to new broken links that are processed after you upgrade to release 8.0.000.42 or later.
(ER# 270914621)
This release includes improvements to the methods by which the GSYS80purge procedure marks and selects data for purging. (ER# 262693873)
Supported Operating Systems
New in This Release
Corrections and Modifications
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.
Note: This release of Interaction Concentrator is built with Interaction Database (IDB) schema version 8.0.000.40.
No new features were introduced in this release of Interaction Concentrator.
This release also includes the following correction and modification:
Interaction Concentrator no longer terminates unexpectedly when it tries to connect to the backup Configuration Server (or Configuration Server Proxy) while that backup instance is running in primary mode. Previously, Interaction Concentrator stored only the DBID of the primary Configuration Server and did not recognize the backup instance. It now stores the DBIDs for both the primary and backup Configuration Servers/Configuration Server Proxies. (ER# 271151977)
Supported Operating Systems
New in This Release
Corrections and Modifications
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.
Note: This release of Interaction Concentrator is built with Interaction Database (IDB) schema version 8.0.000.39.
No new features were introduced in this release of Interaction Concentrator.
This release also 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# 271092142)
The migration script 7_UpgradeSchema_<db_type>.sql now correctly upgrades Interaction Concentrator 7.6.100.19 or later 7.6.100 releases to Interaction Concentrator 8.0,
as described in the Interaction Concentrator section in the Genesys Migration Guide.
Previously, to compensate for merge-related updates that were missing from the script, customers had to run additional scripts for successful migration of merge functionality. (ER# 268136687)
ICON now stores correct values for the ID attribute in the G_LOG_MESSAGES table
and the corresponding LRID attribute in the G_LOG_ATTRS table, to set up the relation between the log message and its attributes in IDB.
Previously, especially in deployments that use Oracle RAC, ICON might have used out-of-sequence log ID numbers in the G_LOG_ATTRS table, so that the relation between messages and attributes was incorrect. (ER# 265320760)
ICON now uses the strategy name that is provided in routing notification events to determine the value of the reliability flag for routing-related data (the GSYS_EXT_INT1 field in the G_ROUTE_RESULT table).
Previously, ICON determined the value of the reliability flag based on virtual queue IDs (RVQIDs),
and this resulted in incorrect reliability flag values in scenarios in which a virtual queue either was not defined in strategies
or was not cleared when an interaction was routed by Universal Routing Server.
The description of the G_ROUTE_RESULT.GSYS_EXT_INT1 field in the Interaction Concentrator 8.0 Physical Data Models will be updated accordingly.
For more information, see the Documentation Updates item below.
(ER# 265151101)
If the value of the key name that is specified in UserData exceeds 64 characters, ICON now truncates the length of the key name that is stored in the KeyName field in the G_USERDATA_HISTORY or G_SECURE_USERDATA_HISTORY table to 64 characters.
If the udata-truncated-alarm configuration option has been set to true, ICON also logs standard-level log message 25106 to warn that the stored UserData key name value was truncated.
Previously, ICON entered an endless loop if it attempted to store a value for a UserData key name with a length greater than 64 characters. (ER# 262917940)
Supported Operating Systems
New in This Release
Corrections and Modifications
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.
Note: This release of Interaction Concentrator is built with Interaction Database (IDB) schema version 8.0.000.37.
No new features were introduced in this release of Interaction Concentrator.
This release also includes the following corrections and modifications:
When ICON receives an EventDestinationBusy notification event after a busy destination is called, ICON now stores a record with the following values in the G_PARTY_HISTORY table: state=6 (fail), ccevent=4 (failed), cceventcause=1 (busy). Previously, ICON did not store information in IDB to indicate that the destination was busy.
A new dynamic configuration option dest-busy-processing has been added to the [callconcentrator] section to control ICON processing of EventDestinationBusy.
dest-busy-processing
Valid Values: true, false
Default Value: false
Changes Take Effect: Immediately
This option dynamically enables you to specify how to handle EventDestinationBusy TEvents.
true�ICON processing of the destination-busy eventrecords the cause of the party state change—cceventcause is set to busy (value = 1).
false�ICON processing of the destination-busy event does not record the cause of the party state change—cceventcause is set to normal (value = 6). This preserves ICON legacy behavior (prior to release 8.0.000.37).
(ER# 266938458)
ICON now correctly handles reconnection to T‑Server and SIP Server. Previously, when ICON was disconnected from T‑Server or SIP Server and then reconnected, it sometimes terminated unexpectedly. (ER# 266592401)
The svcUpdateDBParameters stored procedure, which is used to create the Merge Staging Area in Genesys Info Mart 7.6, includes a version number as a prefix. This procedure is now provided with an additional wrapper, with the name svcUpdateDBParameters, that enables it to be called correctly. Previously, the version prefix resulted in the procedure appearing to be missing. (ER# 263053155)
The Interaction Concentrator merge procedure has been improved to resolve some complicated scenarios in which, after the execution of the merge procedure, ICON changed a call's root_id during processing of the call. (ER# 248975215)
The GSYSPurge80 purge procedure now prevents more than one instance of the purge procedure from running at the same time on an IDB that uses either the Microsoft SQL Server or the Oracle RDBMS.
Note: This preventative is not available for DB2 databases. Take care not to run two instances of the GSYSPurge80 procedure simultaneously on an IDB that uses DB2.
On Microsoft SQL Server and Oracle IDBs, if one instance of the purge procedure is running, then an attempt to start another instance causes GSYSPurge80 to exit and to write the following message in the G_LOG_MESSAGES table:
MESSAGE_ID = 25925
MESSAGETEXT = 'Other purge instance in progress'.
If a purge procedure is interrupted and stops before completing the purge, the
state of the IDB could prevent the next instance of the GSYSPurge80 procedure from starting. If this happens, the message Other purge instance in progress appears in the in the G_LOG_MESSAGES table. To override this block and continue with the purge, do the following:
Verify that no instance of GSYSPurge80 is already running.
Clear the G_PURGE_STATE table by executing an SQL command similar to the following (the exact syntax depends on the RDBMS):
delete from G_PURGE_STATE
Run GSYSPurge80.
(ER# 242871053)
Supported Operating Systems
New in This Release
Corrections and Modifications
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.
Note: This release of Interaction Concentrator is built with Interaction Database (IDB) schema version 8.0.000.36.
No new features were introduced in this release of Interaction Concentrator.
This release also includes the following corrections and modifications:
Interaction Concentrator now correctly terminates the party that initiated completion of a two-step transfer at the moment when the two-step transfer is completed on a Routing Point after the consultation and original calls are alternated, such as when a consultation call is put on hold and the original call is active. Previously, the party initiating transfer completion was not terminated until the original call was released or terminated. (ER# 262626079)
Interaction Concentrator no longer terminates unexpectedly when it receives and attempts to parse an HTTP request longer than 4095 characters. In this situation Interaction Concentrator now disconnects the client and writes the following message in its log: Trc 04524 Client '<Client IP address>' disconnected.
In addition, if the value for the x-server-trace-level option is set to a value greater than zero, the Interaction Concentrator log file contains the following message: HTTP header line is too long, size: <size>.
(ER# 262626073)
The gsysInitTimeCode stored procedure, which populates the G_TIMECODE table, has been restored to the initialization CoreProcedures_ script. The gsysInitTimeCode stored procedure was inadvertently omitted from the initialization script included in Interaction Concentrator 8.0 releases prior to 8.0.000.36. (ER# 261534658)
Supported Operating Systems
New in This Release
Corrections and Modifications
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.
Note: This release of Interaction Concentrator is built with Interaction Database (IDB) schema version 8.0.000.35.
This section describes new features that were introduced in this release of Interaction Concentrator.
A new purge procedure, GSYSPurge80, replaces the GSYSPurge76 stored procedure. The new purge procedure:
Purges Outbound Contact data, as well as voice and multimedia interaction data, attached data, and agent login session data.
Previously, a separate stored procedure, gsysPurgeOS, purged IDB tables containing Outbound Contact data.
For a list of the Outbound Contact–related tables that are now purged by GSYSPurge80, see the Documentation Updates item below.
Supports both the previously used format for the gsys_partition field and a new format (see the description of the new partition-type option below).
Accepts the same input parameters as GSYSPurge76 (<number of days> and <deleteAllFlag>).
Is set up in the same way as GSYSPurge76, with similar operational parameters specified in the G_DB_PARAMETERS table.
The transaction size for the GSYSPurge80 procedure is specified in this table (SECT column = 'GSYSPurge80', OPT column = rowspertransaction, VAL column = <transaction size>).
If a value for the transaction size parameter has not been set, GSYSPurge80 uses a default maximum transaction size of 200000 rows, and stores this value in the G_DB_PARAMETERS table.
Previously, the default behavior was to purge all records in a single table with the same partition ID in one transaction
(the equivalent of setting the rowspertransaction value to 0 or to any positive integer less than 100000).
(ER# 241716443)
A new configuration option, partition-type in the callconcentrator section, enables you to use the gsys_partition field, in IDB tables that contain this field, to obtain alternative reported timestamps for interaction record creation.
partition-type
Valid Values: 0, 1, 2
Default Value: 0
Changes Take Effect: Immediately
gsys_partition field in IDB tables that contain this field.
0—For all interactions, the gsys_partition field contains the date, in YYYYMMDD format, from the created_ts field.1—For all interactions, the gsys_partition field contains the UTC value from the created_ts field.2—For multimedia interactions:
G_IR, G_IR_HISTORY, G_CALL, and G_CALL_HISTORY tables, the gsys_partition field contains the UTC value from the attr_itx_submitted_at attribute in the Interaction Server EventInteractionSubmitted event.G_AGENT_STATE_RC, G_CALL_STAT, and GM_L_USERDATA tables, the gsys_partition field contains the timestamp of interaction termination.gsys_partition field contains the UTC value from the created_ts field.partition-type=2 has the same effect as setting partition-type=1.
(ER# 259900886)
This release also includes the following corrections and modifications:
The merge procedure has been improved to address issues encountered in certain scenarios in multi-site environments. Previously, in these scenarios, interactions were not merged at all. (ER# 255846329)
The merge stored procedure no longer fails in Oracle 11g R2 deployments. (ER# 257765017)
ICON now correctly handles situations where the seqCounter field in the G_Prov_Control table has an integer value greater than 2147483647.
Previously, for DB2 and Microsoft SQL Server, the seqCounter field was limited to a maximum integer value of 2147483647,
and this caused the sequence counter to stop functioning correctly when the maximum integer value was exceeded. (ER# 256332401)
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 the LSEQ field for the just-closed reason code record in the G_AGENT_STATE_RC table. (ER# 248691175)
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.
Previously, such overwriting occurred 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# 248690954)
Support for identifying which party released a call has been extended to Avaya switches. This functionality requires T‑Server for Avaya Communication Manager release 8.0.101.05 or higher.
For information about configuring T‑Server to support this functionality and for information about the scenarios in which T‑Server reports the required attributes, see the T‑Server for Avaya Communication Manager 8.0.x Release Note.
A new, hidden configuration option, udata-truncated-alarm, controls notification about truncated user data.
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 this option is set to false (the default value), no log message is generated.
(ER# 245980791)
Supported Operating Systems
New in This Release
Corrections and Modifications
Note: This release of Interaction Concentrator is built with Interaction Database (IDB) schema version 8.0.000.29.
This is a hot fix release of this product. There are no restrictions for this release. Refer to the Interaction Concentrator migration information in the Genesys Migration Guide to deploy the installation package within your environment.
No new features were introduced in this release of Interaction Concentrator.
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 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), ICON now correctly stores a UserData snapshot in the GM_F_USERDATA table for interactions created in the past, provided that the om-force-adata configuration option is set to TRUE. Previous releases of ICON 8.0 did not store the UserData snapshot in the GM_F_USERDATA table, even if both the calls-in-the-past and the om-force-adata configuration options were set to TRUE. For more information about these configuration options, see the Interaction Concentrator 8.0 Deployment Guide. (ER# 248766554)
In a multimedia environment, ICON no longer encounters a unique constraint violation on Oracle 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# 250448673)
Supported Operating Systems
New in This Release
Corrections and Modifications
Note: This release of Interaction Concentrator is built with Interaction Database (IDB) schema version 8.0.000.26.
This is a hot fix release of this product. There are no restrictions for this release. Refer to the Interaction Concentrator migration information in the Genesys Migration Guide to deploy the installation package within your environment.
No new features were introduced in this release of Interaction Concentrator.
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)
The implementation of the "no data" indication in the G_DSS_*_PROVIDER tables has been modified.
When ICON establishes a connection to a data-source server (T‑Server, Interaction Server, Outbound Contact Server, or Configuration Server) in accordance with its assigned role, ICON creates a record in the corresponding G_DSS_*_PROVIDER table. Until the first event is recorded on the connection, the values of the first and last event timestamps are null (for Date fields) or 0 (for Int fields) and the NODATA_IUTC field is updated according to the value of the dss-no-data-tout option. Previously, ICON did not create a record in the provider table until the first event on the connection.
A new configuration option, dss-no-data-tout, enables you to set the time interval after which ICON provides the NoData indication in the G_DSS_*_PROVIDER tables for all providers. The NoData indication enables you to distinguish cases in which there was no data from those in which a connection problem prevented the data from being properly recorded. Previously, the NoData interval was preset at 2 minutes and could not be changed.
Specifies the time interval after which, if no new data has been written to the persistent queue, ICON creates the "no data" record for the applicable provider and updates the NODATA_IUTC field in the applicable G_DSS_*_PROVIDER table.
(ER# 246344721)
ICON no longer records an erroneous second record in the G_DSS_GUD_PROVIDER table when there is no userdata from one of the T‑Servers in a multi-site call. Previously, ICON correctly recorded the data in the G_USERDATA_HISTORY table, but incorrectly recorded two events in the G_DSS_GUD_PROVIDER table. (ER# 241678175)
Note: To populate the G_DSS_*_PROVIDER tables with Interaction Concentrator release 8.0.000.25 or later, you must set the value of the use-dss-monitor option to true.
Interaction Concentrator no longer generates an error message if a Multimedia/eServices object is renamed in the Configuration Database while Interaction Concentrator is running. Previously, the following message appeared in the Interaction Concentrator log:
[MCR DEVMAN] ERROR Device name changed!, tenant 1 object 360 type 12 subtype 23 old name '<name>' new name '<newname>'.
(ER# 234066863)
Supported Operating Systems
New in This Release
Corrections and Modifications
Note: This release of Interaction Concentrator is built with Interaction Database (IDB) schema version 8.0.000.25.
This is a hot fix release of this product. There are no restrictions for this release. Refer to the Interaction Concentrator migration information in the Genesys Migration Guide to deploy the installation package within your environment.
No new features were introduced in this release of Interaction Concentrator.
This release includes the following corrections and modifications:
A new configuration option, use-dss-monitor has been created.
use-dss-monitor
Valid Values: true, false
Default Value: false
Changes Take Effect: After restart
When you set the value for this option to true, ICON does not synchronize user data and call-termination timestamps in IDB.
As a result, user data and call-termination data are stored independently in IDB.
If the value for this option is false, ICON synchronizes user data with call-termination data, or the call-termination data is updated only after user data is stored in IDB.
Also, if this option set to false, ICON does not write data to the G_DSS_*_PROVIDER tables. (ER# 242365901)
ICON supports the NoData indication in G_DSS_*_PROVIDER for the gos and cfg data providers. Previously, the NoData indication was available only for the gcc, gud, and gls data providers. (ER# 239837575)
When upgrading ICON for DB2 on RedHat Linux or AIX, it is no longer necessary to remove all comments from ICON SQL scripts files before you run them. All comments have been moved from the end of each string to a separate string to avoid errors when the scripts are parsed. (ER# 241919762)
In two-step transfer scenarios in which a call is transferred to an IVR port, ICON now properly sets the IVR port flag in the G_PARTY_HISTORY table for the party created after the transfer to the IVR Port is completed. Previously, the incorrect IVR port flag was stored in the G_PARTY_HISTORY table. (ER# 241827544)
Supported Operating Systems
New in This Release
Corrections and Modifications
Note: This release of Interaction Concentrator is built with Interaction Database (IDB) schema version 8.0.000.24.
There are no restrictions for this release. This section describes new features that were introduced in the initial 8.0 release of Interaction Concentrator.
Supports the configuration in which one ICON instance is able to create and maintain connections to multiple Network T‑Servers working with the same switch in load-balancing mode.
Switch object,
load-balancing-on-ntwk-switch, enables ICON to identify whether the Network T‑Servers are
operating in load-balancing mode.
ICON stores, in IDB, data to indicate whether the endpoint associated with a party is an IVR device. ICON determines that the party is associated with an IVR device based on the configuration of the DN or IVR port.
ICON stores, in IDB, user data that is updated by a routing strategy or agent after the party�s association with the interaction has been terminated (for example, the call was transferred).
ICON stores, in IDB, data to indicate whether the UserEvent that caused a record to be written to a custom states table was distributed from a device at a time when that device was participating in an active call.
If a virtual queue is involved in routing an interaction, ICON stores the database
identifier assigned to the virtual queue by Configuration Server (the DBID
of the virtual queue) in the G_ROUTE_RESULT table in IDB, if this data is
provided by Universal Routing Server (URS). ICON stores this data in IDB only when URS 8.0.000.18 or higher is used for routing.
Enables you to identify when data was not available and to evaluate the reliability of available data provided by T‑Server, Interaction Server, Outbound Contact Server, and Configuration Server. This functionality:
Provides sufficient information at the call and party level to determine which party released a call.
A new configuration option, store-releasing-party, enables this functionality.
This feature requires T‑Server release 8.0 or higher, and Interaction
Concentrator 8.0 supports this feature only for the Alcatel A4400/OXE
switch.
Improves merge functionality:
gsysIRMergeReset, that simplifies
the steps to reset the merge procedure if required.Streamlines future migration by packaging the stored procedures that support each 8.x release in a schema-specific set. A particular ICON release works only with the corresponding stored procedures package. Multiple sets of packages can exist in the same IDB, and an earlier set of stored procedures can work with a later version of the IDB schema.
Introduces support for the following operating systems:
Introduces support for the following virtual environments:
Introduces support for the following relational database management systems (RDBMSs):
This release includes the following corrections and modifications that were made between Release 7.6 or earlier releases and the initial 8.0 release:
A memory leak no longer occurs during the processing of userdata key-value pairs that are defined in the call-custN section of the adata_spec file. (ER# 238141864)
When Interaction Concentrator tries to insert the same IS Link twice into IDB, it no longer receives the following error message and no longer stops writing data to IDB:
Database queue [GCC]: database error received: status 5, description: [Microsoft][SQL Native Client][SQL Server]Duplicate key was ignored.
Note: This issue was corrected for Microsoft SQL Server 2005 and higher. Interaction Concentrator 8.0 does not support Microsoft SQL Server 2000 and lower. (ER# 212433967)
This section provides the latest information on known issues and recommendations associated with this product.
If the connection between ICON and the primary Configuration Server is lost during startup, and then the connection to a backup Configuration Server is established while ICON is performing the initial load of configuration data, ICON becomes unresponsive and must be restarted. (ER# 281507991)
| Found In: 8.0.000.42 | Fixed In: |
The mechanism that prevents more than one instance of the GSYSPurge80 procedure from running at once on Microsoft SQL Server and Oracle RDBMSs is not available for DB2. For DB2 databases, you must take care that the purge process is started only if no purge is already running. (ER# 267047729)
| Found In: 8.0.000.37 | Fixed In: |
Interaction Concentrator enters an endless loop if the value of the KEYNAME field in the G_USERDATA_HISTORY table exceeds 64 bytes. (ER# 262917940)
| Found In: 8.0.000.36 | Fixed In: 8.0.000.39 |
In certain scenarios in multi-site environments, interactions are only partially merged. For example, calls might be only partially merged in a multi-site environment if the merge procedure is executed when a multi-site transfer or conference is not completed. (ER# 248975215)
| Found In: 8.0.000.35 | Fixed In: 8.0.000.37 |
If the system times on the hosts on which Genesys applications are running are not synchronized properly, reporting data can be inaccurate. (ER# 247832033)
| Found In: 8.0.000.35 | Fixed In: |
Although you can use a single Interaction Concentrator to monitor activity on multiple Network T‑Servers operating in load-balancing mode, any other server (for example, IVR Server) requires a separate ICON instance per server when operating in load-balancing mode.
| Found In: 8.0.000.30 | Fixed In: |
If a multimedia interaction continues to be processed after ICON exits and is restarted, ICON cannot insert the duplicate key row in the dbo.G_PARTY_STAT table after EventProcessingStopped has been sent. (ER# 248605651)
| Found In: 8.0.000.27 | Fixed In: |
For ICON to establish a connection with Outbound Contact Server (OCS), OCS must send the EventGODataMonitorStartAck event. Only after receiving this event does ICON consider the connection to be established. (ER# 247350272)
| Found In: 8.0.000.27 | Fixed In: |
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.
No workaround is currently available for other Microsoft SQL Server versions. (ER# 234722711)
| Found In: 8.0.000.27 | Fixed In: |
If you use DB2 v.9.1 on an AIX platform, before running any Interaction Concentrator SQL scripts, remove all comments from the scripts file. If you do not, an error is generated and not all tables are created. (ER# 241919762)
| Found In: 8.0.000.24 | Fixed In: 8.0.000.25 |
Interaction Concentrator may indicate that a call party was created on an IVR device if it was created as a result of the party moving and the parent party was IVR-device related. (ER# 241827544)
| Found In: 8.0.000.24 | Fixed In: 8.0.000.25 |
Interaction Concentrator inserts a negative Duration parameter in the G_LOG_ATTRS table after running a merge procedure.
Note: This issue only affects Microsoft SQL databases. (ER# 241053781)
| Found In: 8.0.000.24 | Fixed In: |
Interaction Concentrator does not write a record with CCEVENT = conferenced in the G_PARTY_HISTORY table for the conference in one-step conference scenarios. (ER# 240457893)
| Found In: 8.0.000.24 | Fixed In: |
When connecting to a SIP Premise T‑Server, if Interaction Concentrator tries to register a non-existent DN, the SIP Premise T‑Server generates an EventError with the following message:
DN is not configured in CME.
You can safely ignore this error message. (ER# 228833824)
| Found In: 8.0.000.24 | Fixed In: |
In deployments that use T‑Server release 7.6 or later, ICON ignores the gls-max-duration and gls-max-inactivity options,
which are configured in the gts section on the Switch configuration object.
With T‑Server release 7.6 and later, T‑Server generates agent login session IDs and controls the login sessions.
In this case, the gls-max-duration and gls-max-inactivity options have no effect on ICON reporting.
Earlier releases of T‑Server do not provide agent login session IDs.
In these cases, ICON generates its own agent login session IDs, and uses the gls-max-duration and gls-max-inactivity options to help manage reporting on agent login session activity.
(ER# 260442515)
| Found In: 7.6.100.31 | Fixed In: |
If a Multimedia/eServices object is renamed in the Configuration Database while Interaction Concentrator is running, the following error message appears in the Interaction Concentrator log:
[MCR DEVMAN] ERROR Device name changed!, tenant 1 object 360 type 12 subtype 23 old name '<name>' new name '<newname>'.
You may safely ignore this message. (ER# 234066863)
| Found In: 7.6.100.26 | Fixed In: 8.0.000.27 |
The LSEQ field in the G_AGENT_STATE_RC_A table records the sequence number of the agent-state change within
an agent login session. This value is incorrectly taken from the previous state in the LSEQ field in the G_AGENT_STATE_HISTORY table, not the current one. (ER# 241495695, 248691175)
| Found In: 7.6.100.23 | Fixed In: 8.0.000.35 |
The following error is generated if you set the value for gls-active-reason-codes to true (write data into the G_Agent_State_RC_A table) and set the value for the gls-queue option in the filter-data section with the value of 1:
ORA-01400: cannot insert NULL into ("<IDB>"."G_AGENT_STATE_RC_A"."CREATED")
This error affects all DBMSs. As a workaround, set the value for gls-queue to 0. (ER# 241075686, 248690954)
| Found In: 7.6.100.23 | Fixed In: 8.0.000.35 |
When a two-step transfer is completed after alternate calls, such as when a consult call is put on hold and the primary call is active, Interaction Concentrator does not terminate the party that initiates completion of the two-step transfer at the moment of completion. This party is not marked as terminated until the call is terminated. (ER# 240076358)
| Found In: 7.6.100.19 | Fixed In: 8.0.000.27 |
If a skill level is changed to 0 while Interaction Concentrator is down, after restart Interaction Concentrator does not recognize this change. As a workaround, change skill levels only when Interaction Concentrator is running and is connected to Configuration Server. (ER# 239003878)
| Found In: 7.6.100.19 | Fixed In: 8.0.000.27 |
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)
| Found In: 7.6.100.10 | Fixed In: |
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)
| Found In: 7.6.000.16 | Fixed In: |
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)
| Found In: 7.6.000.16 | Fixed In: |
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, 240457893)
| Found In: 7.6.000.16 | Fixed In: |
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)
| Found In: 7.5.000.12 | Fixed In: |
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)
| Found In: 7.5.000.10 | Fixed In: |
ICON does not support dynamic changes in DAP configuration. You must restart ICON after making any changes in DAP configuration parameters. (ER# 81329871)
| Found In: 7.5.000.04 | Fixed In: |
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:
T‑Server in Configuration Server.
Server Info tab of this application, specify the same host and port as the real Interaction Server application that you have configured.Connections tab of the ICON application (instead of Interaction Server).
(ER# 64141869)
| Found In: 7.5.000.02 | Fixed In: |
After reconnecting to T‑Server, ICON does not report busy states for agents who receive new calls during the period of disconnection. (ER# 38502467)
| Found In: 7.2.000.09 | Fixed In: |
This section provides corrections and updates for issues found in currently released documentation for this product. This cumulative list is in release-number order with the most recent updates at the top of the list.
In the Interaction Concentrator 8.0 Physical Data Models, the description of the routing data reliability flag (the GSYS_EXT_INT1 field in the G_ROUTE_RESULT table) might no longer be accurate.
Starting with Interaction Concentrator release 8.0.000.39, the GSYS_EXT_INT1 field is a flag that indicates the reliability of routing data that is obtained from routing notification events (EventRouteUsed, EventAbandoned, or EventPartyRemoved) and that is stored in other fields in the table.
Starting with release 8.0.000.39, GSYS_EXT_INT1 values indicate one of the following:
0 - Unknown. There is no information in the corresponding routing notification event about strategy targets that were chosen for routing.1 - Reliable. Routing information that is stored in various fields in the table is valid.2 - Valid in the past. Routing information that is stored in various fields in the table was valid in the past, before a call was transferred to this Routing Point.| Found In: 80icon_ad_pdm_<db_type>_12-2009_v8.0.001.00 |
| Fixed In: |
| Applies to Releases: 8.0.000.39 and later |
Starting with Interaction Concentrator release 8.0.000.35, the GSYSPurge76 stored procedure has been replaced by the GSYSPurge80 stored procedure.
All references to GSYSPurge76 in all the Interaction Concentrator 8.0 documents apply equally to GSYSPurge80, with the following exceptions:
gsysPurgeOS procedure to purge Outbound Contact data, no longer apply.GSYSPurge80 also purges:
GO_CAMPAIGN |
GO_CHAINREC_HIST |
GO_RECORD |
GO_CAMPAIGNHISTORY |
GO_CUSTOM_FIELDS |
GO_SEC_FIELDHIST |
GO_CAMPPROP_HIST |
GO_FIELDHIST |
GO_SECURE_FIELDS |
GO_CHAIN |
GO_METRICS |
GOX_CHAIN_CALL |
rowspertransaction parameter in the G_DB_PARAMETERS table, then the default transaction size for the GSYSPurge80 procedure is now 200000 rows.
(Existing information in the User's Guide states that the default behavior is to purge all records in a single table with the same partition ID in one transaction.)
| Found In: 80icon_us_12-2009_v8.0.001.00, 80icon_dep_12-2009_v8.0.001.00 |
| Fixed In: 80icon_us_03-2011_v8.0.002.00, 80icon_dep_03-2011_v8.0.002.00 |
| Applies to Releases: 8.0.000.35 and later |
Starting with Interaction Concentrator release 8.0.000.35, the data that is recorded in the gsys_partition field in various IDB tables now depends on the value configured for the partition-type option in the callconcentrator section.
gsys_partition field in the Interaction Concentrator 8.0 Physical Data Models are no longer accurate.Application does not include the partition-type option.| Found In: 80icon_dep_12-2009_v8.0.001.00, 80icon_ad_pdm_<db_type>_12-2009_v8.0.001.00, 80icon_us_12-2009_v8.0.001.00 |
| Fixed In: 80icon_dep_03-2011_v8.0.002.00, 80icon_us_03-2011_v8.0.002.00 |
| Applies to Releases: 8.0.000.35 and later |
Information in all the Interaction Concentrator 8.0 documents about support for identifying which party released a call now also applies to Avaya switches, in deployments that use T‑Server for Avaya Communication Manager release 8.0.101.05 or higher.
| Found In: 80icon_dep_12-2009_v8.0.001.00, 80icon_us_12-2009_v8.0.001.00, 80icon_ad_pdm_<db_type>_12-2009_v8.0.001.00 |
| Fixed In: 80icon_dep_03-2011_v8.0.002.00, 80icon_us_03-2011_v8.0.002.00 |
| Applies to Releases: 8.0.000.35 and later |
Starting with Interaction Concentrator release 8.0.000.25, if you want the G_DSS_*_PROVIDER tables to be populated, you must set the value of the use-dss-monitor option, in the callconcentrator section, to true.
Existing information in the Interaction Concentrator 8.0 Deployment Guide about configuring the ICON Application does not specify this requirement.
| Found In: 80icon_us_12-2009_v8.0.001.00, 80icon_ad_pdm_<db_type>_12-2009_v8.0.001.00 |
| Fixed In: 80icon_dep_03-2011_v8.0.002.00, 80icon_us_03-2011_v8.0.002.00 |
| Applies to Releases: 8.0.000.25 and later |
Starting with release 8.0.000.25, Interaction Concentrator provides the �no data� indicator for ICON processes performing the gos and cfg roles. Starting with Interaction Concentrator release 8.0.000.27, the "no data" interval is configurable.
Information in the section �Determining IDB Availability� in the Interaction Concentrator 8.0 User�s Guide now applies to the gos and cfg data providers, as well as to the gcc, gls, and gud providers.
In the Interaction Concentrator 8.0 User's Guide and in the Interaction Concentrator 8.0 Physical Data Models, statements referring to the predefined 2-minute "no data" interval now require to be modified to indicate that the interval is now configurable, with a default value of 5 minutes.
The NODATA_IUTC field in the G_DSS_GOS_PROVIDER and G_DSS_CFG_PROVIDER tables is now populated. The following is the updated field description for the various Interaction Concentrator 8.0 Physical Data Model manuals:
G_DSS_GOS_PROVIDER.NODATA_IUTC and G_DSS_CFG_PROVIDER.NODATA_IUTC
The UTC equivalent of the ICON timestamp in situations in which no data is received during a specified time interval. The default value of the time interval, set in the Interaction Concentrator Application object dss-no-data-tout option, is 5 minutes.
(ER# 239837575, 246344721)
| Found In: 80icon_us_12-2009_v8.0.001.00, 80icon_ad_pdm_<db_type>_12-2009_v8.0.001.00 |
| Fixed In: 80icon_dep_03-2011_v8.0.002.00, 80icon_us_03-2011_v8.0.002.00 |
| Applies to Releases: 8.0.000.25 and later |
In the Interaction Concentrator 8.0 Physical Data Models, the GSYS_EXT_INT1 field in the G_CALL table is incorrectly identified as reserved.
The correct description for the GSYS_EXT_INT1 field in the G_CALL table is the following:
The media type of this interaction. One of the following values:
0 - unknown - Reserved for cases when ICON is unable to determine media type
1 - voice
2 - email
3 - chat
1000 - open media
#DICTIONARY TYPE 6
(ER# 271742836)
| Found In: 80icon_ad_pdm_<db_type>_12-2009_v8.0.001.00 |
| Fixed In: |
| Applies to Releases: 8.0.000.24 and later |
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.
Support for the following operating systems has been discontinued:
| Discontinued As Of: 8.0.000.24 |
Support for Microsoft SQL Server version 2000 has been discontinued.
| Discontinued As Of: 8.0.000.24 |
Information in this section is included for international customers.
There are no internationalization issues for this product.
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 8.0 Deployment Guide provides a high-level overview of Interaction Concentrator, deployment-planning materials, and deployment procedures.
Interaction Concentrator 8.0 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 8.0 Physical Data Model for each supported RDBMS provides database schema with table and field descriptions for a particular IDB.
Framework 8.0 Combined Log Events Help describes log events generated by every Genesys server application, including Interaction Concentrator.
Product documentation is provided on the Technical Support website, the Genesys Documentation wiki, and the Documentation Library DVD (produced monthly) or the Developer Documentation CD.
Note: For the DVD/CD, the New Documents on this DVD/CD page indicates the production date for that disc. Due to disc production schedules, documentation on the Technical Support website may be more up-to-date than what is available on disc immediately after a product is released or updated. To determine the version of a document, check the version number that is located on the second page in PDFs or on the About This File topic in Help files.