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is no longer an affiliate of Alcatel-Lucent; any indication of such affiliation within Genesys products or packaging is no longer applicable.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 Routing Designer (IRD).

• Links in the Contents section enable you to access information regarding a specific release. Releases are listed by version number rather than in date order. For this reason, a recent release may be listed after earlier releases, if the version number is lower. Except when otherwise noted in the information for a specific release, each release includes all of the features and corrections that were introduced for the applicable operating system at earlier dates, regardless of the version numbering.
• The Release Number table lists the supported operating systems for each release at a high level. For more detailed information, see the Genesys Supported Operating Environment Reference Guide.
• The Known Issues and Recommendations section is a cumulative list. It includes information on when individual items were found and, if applicable, corrected.
• The Corrections and Modifications section for each release may list additional issues that were corrected without first being documented as Known Issues.
• The Discontinued Support section is cumulative. It lists functionality that is no longer supported and the release number of the version in which support was discontinued.

Use of Third-Party Software

Genesys follows applicable third-party redistribution policies to the extent that Genesys solutions utilize functionality of commercial or non-commercial third parties. For specific information on any third-party software used in this product, see the Read Me.

Supported Operating Systems

New in This Release

This is a hot fix release of Interaction Routing Designer (IRD). This section describes new features that were introduced in this release of IRD.

No new features were added in this release of IRD.

Corrections and Modifications

The following corrections and modifications are included in this release.

IRD no longer terminates while processing Multimedia Acknowledgement objects which use Standard Responses. (ER# 313955796)

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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 Routing Designer (IRD).

• Beginning with Build 2 of IRD release 7.6.200.05 released in October 10, 2010 (verify your build number by checking the IP read_me file), IRD now supports the Microsoft Windows 7 operating system. (ER# 260869941)

• This release of IRD introduces a new target type called Interaction Queue. Its abbreviation in routing strategies is PQ. The corresponding names of Script Configuration Server objects are used for Interaction Queue names, as in the example [SomeQueueName]@Statserver.PQ. Targets of such types are allowed for use in the SData function. Previously, Interaction Queue statistics could not be used in routing strategies. (ER# 218185501)

• This release of IRD introduces a new function, IncrementPriorityEx(increment, interval, initial_interval). Compared to the existing IncrementPriority function, IncrementPriorityEx provides the capability to increment priority starting after a specified time interval. Users can instruct URS to begin to increment priority in N seconds after this function is called, and thereafter increment the priority by x number every y seconds. For example: "in one hour, begin to increment priority by 10 every minute." This corresponds to the following specific function: IncrementPriorityEx(10, 60, 3600). (FR# 219538087, ER# 226581531)

• This release of IRD introduces the PriorityLimits(minPriority, maxPriority) function, which enables users to define the upper and lower limits of a priority value. The priority of interactions with this function applied cannot, under any circumstances, exceed the value of maxPriority or be lower than the value of minPriority. Previously, priority limits for any call were hard-coded and ranged from -1000000000 to 1000000000, which remains the default range for this function unless minPriority and maxPriority are specified. (FR# 219538087, ER# 226581531)

• IRD now extends search and filter capabilities in all windows to facilitate ease of use when selecting objects from lists. Objects where this grid filter is applicable are Routing Design objects, the Business Process object in the Interaction Design window, Strategy names when loading and unloading, and various other objects when presented as lists.

• The SetDelayedAttach functionality previously used by IRD implicitly inside the MultiAttach object is now exposed as a Function. The valid values are true and false. All invocations of the Attach or Update functions made after the occurrence of a SetDelayedAttach function set to true now propagate update events to the T-Server only after a SetDelayedAttach function set to false is called or strategy execution for this interaction is suspended for some reason. (ER# 219057693)

• New IRD objects have been introduced to address SMS interaction channels. The objects are contained in the SMS toolbar in the Routing Design window. (ER# 214427505)

• New IRD objects enable Resource Management capabilities. The objects are contained in the Resource Management toolbar in the Routing Design window. (ER# 214111125)

• IRD is now able to configure endpoints for Third-Party Server applications in the same way as is already implemented for Email Server and Chat Server applications. (ER# 214045081)

• You can now specify a default queue for a Business Process and a default Business Process for a Tenant. (ER# 214045086)

• The Interaction Design window also supports configurable synthetic queues. It enables you to store the definition of the synthetic queue within the configuration environment. (ER# 214045090)

For more information on the new SMS and Resource Management objects, predefined queues, default queues and Business Processes, and synthetic queues, see the Universal Routing 7.6 Interaction Routing Designer Help and the relevant Genesys Multimedia documentation.

Corrections and Modifications

This release includes the following corrections and modifications:

IRD now correctly attaches one specified category for an Attach category block. Previously, IRD attached numerous categories, and sent a request to the Classification Server. (ER# 212787704)

IRD now continues operating as expected when adding a queue in the Interaction Queue tab for a route interaction object. Previously, IRD could terminate unexpectedly in this scenario. (ER# 217966687)

This release of IRD simplifies the process of rendering the Deployment View to eliminate a problem where IRD could terminate unexpectedly. Previously, in complex configurations, IRD's Deployment View could fail to render itself, resulting in the application's termination. The original rendering can be restored by setting in the Windows registry for the IRD application the value iwd_dot_splines of the key bsnrouter to Y. However, this retains the risk that IRD could terminate unexpectedly. (ER# 225672370)

Busy treatment properties of target selection objects are now stored correctly if no properties of target selection objects were changed. Previously, a compilation error could occur when opening a target selection block with a busy treatment. (ER# 222110699)

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Supported Operating Systems

New in This Release

This is a hot fix release of Interaction Routing Designer (IRD). This section describes new features that were introduced in this release of IRD.

No new features were added in this release of IRD.

Corrections and Modifications

The following corrections and modifications are included in this release.

Strategies using multiple segmentation objects no longer grow every time you save or compile them. (ER# 206657151)

IRD now correctly stores in the database strategies having very large *.rbn files (a packed size exceeding 500K). Previously IRD 7.5 and 7.6 could only store such files in the file system. (ER# 216686343)

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Supported Operating Systems

New in This Release

This is a hot fix release of Interaction Routing Designer (IRD). This section describes new features that were introduced in this release of IRD.

• Two new functions, ThisTrunk and OtherTrunk, have been introduced to enable URS to access trunk information for routing purposes. Neither function has input parameters. ThisTrunk returns the integer value taken from AttributeThisTrunk in the call information attributes that came with the event that started the strategy. OtherTrunk, returns the integer value taken from AttributeOtherTrunk in the call information attributes that came with the event that started the strategy. Both functions are available in URS starting from version 7.6.100.06. (ER# 211686723)

Corrections and Modifications

No corrections or modifications are included in this release.

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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 Routing Designer (IRD).

• A new function, FirstHomeLocation, returns the value of the FirstTransferHomeLocation field in the T-Server event that started the strategy. Another new function, SetHomeLocation, enables you to specify the home location for the current call in a strategy. You can use these functions to implement the new prioritization mechanism to select a T-Server for Virtual Queue events distribution. For more information on these functions, see the Universal Routing 7.6 Reference Manual.
• When creating business processes in IRD’s Interaction Design window, you configure views to extract interactions from queues and submit them to routing strategies. This release enhances the View object with the following new features. For more information on these new features, see the section on configuring View objects in the Universal Routing 7.6 Business Process User’s Guide.
  • A new Scheduling tab enables you to specify the scheduling conditions that Interaction Server should use, based upon the scheduled time contained in interactions.
  • A new Database Hints tab, especially applicable to an Oracle database, enables you to enter special tags in SQL queries that cause the queries to execute in a way that optimizes performance.
  • A new Segmentation tab can be used to submit an equal number of different interation types (segments) and to limit the total number of interactions submitted to a strategy.
  • The General tab includes the new Check Interval field, in which you can specify how often Interaction Server should check the queue associated with the view and, if necessary, adjust the number of interactions that can be submitted to the strategy.
• The Workbin object in IRD’s Interaction Design window includes the new Queue tab, which can be used for escalating interactions. The new tab enables you to associate the workbin with a private (invisible) queue, or to select an existing queue in the current busiess process. For more information, see the section on configuring Workbin objects in the Universal Routing 7.6 Business Process User’s Guide.
• IRD’s Function object contains several new Date and Time functions that you can use when setting the scheduled time for interactions: GetUTC, UTCAdd, UTCFromString, and UTCToString. For more information on these functions, see the Universal Routing 7.6 Reference Manual.
• You can now use variables for screening rule names in the MultiScreen object.

Corrections and Modifications

This release includes the following corrections and modifications:

IRD now correctly connects to Message Server. Previously, if you added the Database Access Point to the IRD Connections tab before adding Message Server, IRD did not connect to Message Server. (ER# 200062437)

You can now correctly save routing selection objects that have busy treatments with no timeouts. Previously, if you did not open the Busy Treatment tab while editing such a routing selection object, the strategy would not compile successfully. (ER# 196863208)

Closing the Business Process window no longer causes the IRD application occasionally to terminate unexpectedly. (ER# 196137141)

You can now update the properties of routing objects in a strategy in raw text format. Previously, the properties would not update correctly if you used skill-type targets. (ER# 195909816)

The Add and Delete buttons no longer appear in MultiAttach objects when you are attaching Business Attributes. Previously, they sometimes incorrectly appeared and, if clicked, could cause IRD to terminate unexpectedly. (ER# 188094604)

You can now use a variable for the name of a Workbin object. (ER# 175851281)

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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 initial 7.6 release of Interaction Routing Designer (IRD).

• When two or more URS instances run in load sharing mode through Load Distribution Server, IRD synchronizes strategy loading so you do not have to load/unload the same strategy on every URS for each Routing Point in IRD’s Monitoring view.
• Enhanced IRD security:
• IRD can lock a strategy or subroutine to warn others that it is in use. When a user tries to open a locked strategy or subroutine, IRD generates a warning message stating that the strategy is locked. If necessary, you can override a lock set by another user. The name of the host computer from which the lock was set appears on the IRD main window’s Details pane. For more information on this feature, see the Universal Routing 7.6 Interaction Routing Designer Help.
• The IRD installation process enables you to configure one or more security banner messages. Users can accept or reject these messages, which can be configured to display every time a user logs into IRD (as well as other Genesys applications), or on a one-time basis.
• IRD provides http-secure connections by enabling you to authenticate http requests using theSecurity tab in the Web Service object. This tab accepts parameters that can be used for authentication during URS communication with the specified Web Service. For more information, see the appendix on the Web Service Object in the Universal Routing 7.6 Reference Manual.
• A new option, inactivity-timeout, enables you to require that users log back into IRD after a specified period of user inactivity. Inactivity is defined as no keyboard or mouse input when the user interface is active. For more information, see the option description in the Universal Routing 7.6 Reference Manual.
• IRD can now implement Application level security. You can configure the Interaction Routing Designer Application object to check user access permissions. For more information on configuring Application level security, see the Genesys 7.6 Security Deployment Guide.
• New Export Solution and Import Solution views help you avoid issues that may arise when migrating to different environments, or when there are different software versions. These new views enable you to:
• Edit exported solutions before importing them.
• Select which solution components to import, and where to store them.
• Export strategies and subroutines in any one of four formats: archive (*.zcf), native (*.rbn), open (*.xml), or text (*.kvl) format.
• Export all other strategy objects in text (*.kvlt) format.
• View export and import logs.
• You can now move variable definitions used in one strategy to another strategy. This functionality is implemented using two buttons in the Variable list dialog box: Export to file and Import from file.
• When exporting or importing a strategy, IRD provides a shortcut by enabling you to select open strategy format (*.xml or *.kvl file).
• Using the Export object and Import object shortcut menu commands, you can export the properties of a strategy object to a text file, and then import the object into another strategy. Before inserting an imported object in another strategy, you can edit the object properties.
• You can now view a loaded strategy without first having to unload it.
• When creating subroutines, the Input Parameters dialog box enables you to specify the Subject of all input parameters. Input parameter Subjects are names of types of certain Configuration Server objects. The list currently includes: Statistic, Strategy, Subroutine, List, InteractionData, BusinessAttribute, Application, and VirtualQueue. The Subject of an input parameter informs the IRD Application about the possible values that the input parameter can accept. IRD uses this information to provide you with a list of all available Configuration objects of the specified Type when you edit an input parameter value.
• When exporting business processes, IRD now saves the display names of Screening Rules and Standard Responses in the .rbn file. As a result, when business processes are imported, strategies containing objects that use Screening Rules and Standard Responses now successfully recompile.

Corrections and Modifications

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

Formerly, opening a strategy containing corrupted print settings could cause IRD to freeze. It no longer does so. (ER# 164265562)

Formerly, IRD sometimes didn't initialize empty fields in configuration dialog boxes, such as the Macro Properties dialog box. As a result, the fields would accept only integer values. All text boxes and configurable fields in dialog boxes are now correctly initialized. (ER# 164119592)

Returned results value(s) for Web Server requests can now be attached to interactions directly from the Web Service object. Formerly, it was necessary to use the Attach object to attach them. (ER# 161033866)

IRD now allows you to copy a pre-defined statistic. Formerly, to create a copy it was necessary to create a custom statistic using the pre-defined one as a model. (ER# 149110533)

IRD now sorts the Tenant drop-down list in alphabetical order. (ER# 148330231)

Formerly, if a user manually removed the configuration information from the Annex tab of a Route Point object in Configuration Manager, then no strategies would load on the Route Point's DN until you restarted IRD. IRD now correctly loads strategies in this situation. (ER# 146671863)

When you create a copy of a strategy, IRD now selects the newly-created strategy in the Strategies list. Formerly, the original strategy remained selected. (ER# 146022674)

It no longer takes extra time for IRD to create a copy of a loaded strategy. Now loaded and unloaded strategies are copied at the same speed. (ER# 146022653)

It is now possible to use a variable as the value in the From field of the Send Email, Acknowledgement, Autoresponse, Chat Transcript, Reply E-mail From External Resource, Create E-mail Out, Create Notification, and Create SMS objects. (ER# 136729529)

Configuring a large number of virtual queues (~1000) no longer results in delays when IRD opens the Properties dialog boxes of Routing objects. (ER# 134055146)

Formerly, when a DN that had a strategy loaded on it was added to a DN Group (of type Routing Point), the Group Loading view in IRD showed the DN with no strategy loaded. In this situation, the DN is now correctly shown in the IRD Group Loading view, with the loaded strategy. (ER# 123979770)

In strategies with multiple Classify objects, IRD now adds the new attached data to the already-existing data from previous Classify objects. In the past, IRD replaced the data attached to an interaction by the previous Classify object with data from the most recent one. (ER# 117621417)

The IRD title bar now correctly displays the parameters of the backup Configuration Server when IRD connects to the backup Configuration Server after the primary Configuration Server becomes unavailable. Formerly, the IRD title bar continued to display the parameters for the primary Configuration Server. (ER# 108143901)

Formerly, changing the selected Database Access Point (DAP) in the Database Wizard object cleared all of the settings you entered in the object dialog boxes. IRD now retains your settings if you select a different DAP. (ER# 85630912)

You can now use an unlimited number of screening rules in a MultiScreen object. Formerly you were limited to fifty-eight screening rules.(ER# 37984626)

The Allow Selection check box has been disabled in the Comment object. Formerly, if you cleared the Allow Property Change or Allow Selection check boxes in the Properties dialog box when configuring a Comment object, the Comment object became uneditable. (ER# 101313)

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Known Issues and Recommendations

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

When you attempt to rename a new view in IRD before first saving the view, only the display name changes; the script name retains the value supplied by IRD and will not change. This issue occurs in IRD release 7.6.1 and later. Previously, you were able to change the script name at the time the new view was first created. (ER# 227389671)

You must assign unique names to each View associated with a specific Queue or Workbin. If you create two Views for a single Queue or Workbin, allowing IRD to assign the same default name to both, IRD treats the two Views as one. (ER# 213845093)

IRD's Check Integrity feature is designed to work with configuration object names only and does not support using of configuration object display names, which are now available in certain updated IRD objects, such as Acknowledgement and Screen. Please disregard any Check integrity warnings related to this issue. (ER# 197346076)

Changing the membership of any access group can slow down IRD as such changes require IRD to update the permissions of all Persons. This can also happens when you create a new Person if you place the new Person in an access group, or if the new Person is automatically added to an access group. (ER# 171205559)

If you switch to another program while IRD is performing an import operation that includes strategy objects (such as Routing Rules), the import is interrupted. Even though the strategies are imported, other objects are not. The Result column for the failed objects is empty. (ER# 176862233)

IRD can hang up if you work in offline mode (when there is no connection to Configuration Server). (ER# 174153091)

Synchronization of strategies does not result in synchronization of schedules. (ER# 173970751)

Running many large import operations in a row can adversely impact IRD's performance. If this happens, Genesys recommends restarting IRD. (ER# 173215250)

Currently, in the Solution Import view, you cannot select a specific object from a folder containing multiple exported objects. All valid exported IRD objects located in the selected folder are loaded to the Solution Import view. In order to avoid this inconvenience, create a separate folder, copy into it only the exported files that you want to import, and then navigate to this folder during the loading process. (ER# 173210631)

IRD sometimes terminates unexpectedly when you close the Interaction Design window. (ER# 173085429, 162964082)

If you use Configuration Manager to set the value of some options, such as freeze-interval, in the View section of the Annex tab of an Interaction Queue View Application object, and then try to change the value in IRD, IRD resets the value to that set in Configuration Manager. (ER# 166467381)

When you are using the Strategy Activation wizard to activate strategies in a business process that has at least one strategy containing no bytecode (and so not able to be activated), if you use the Next and Back buttons to toggle between the Unable to Activate Strategies and the Choose Interaction Server screens, the list of available Interaction Servers becomes duplicated every time you return to the Choose Interaction Server screen. (ER# 164259031)

If you select a URS from the drop-down list in the IRD Group Loading view menu bar, and then that URS is Disabled (or Enabled) from Configuration Manager, the drop-down list box in IRD becomes empty—no URS is selected. To continue, re-select the URS from the drop-down list. (ER# 162517577)

When the time set in the inactivity-timeout option has expired, any open instances of the Interaction Design window remain open. They should be hidden by being minimized, as happens correctly to any open Routing Design windows. (ER# 160339595)

If the rlu_select_max utility subroutine receives no result from a customer-configured operation that is intended to evaluate how optimal a target is, that target is ignored. (ER# 154936801)

When importing a Business Process, if you specify the same location for the import log files and the .rbn files belonging to the Business Process, IRD can terminate unexpectedly. (ER# 146710027)

The IRD Login dialog box does not become the active window after you click Accept on the Security Banner when logging in to IRD. To log in to IRD after you click Accept on the Security Banner dialog box, click the taskbar button for the IRD Log In dialog box to activate it. (ER# 145731234)

When you add to a Business Process a strategy containing a Route Interaction object that specifies a Campaign Group target, IRD treats the Campaign Group as a Dynamic Target. (ER# 120674842)

When using the Routing Selection object in a strategy, you can enter pipes ('|') and colons (':') in the Busy Treatment dialog box; however, these attributes are not retained. (ER# 111496811)

When working in the Interaction Design window and opening the properties dialog box for a strategy, the Default and Limit fields in the Limitations tab must be in a range from 0 to 50000 and no positive value can start with 0. (ER#s 109990580, 110324698)

When you merge a business process object with an existing one, comments are not exported into the merged business process.  (ER# 109990430)

IRD displays an incorrect message when saving a strategy where the number of characters in the strategy name exceeds the number of characters allowed. (ER# 107149301)

Using single quotes in the key field of a key/value pair in the following IRD objects causes bogus data to be displayed in the value field: Send Email, Acknowledgement, Autoresponse, Create Email Out, Create SMS and Create Notification objects. For more information, see ER# 91972618 below. (ER# 92436075)

Do not use any special symbols except underscores in any IRD objects whose parameters specify service or method names that result in executing External or Internal Services requests or procedures. This limitation covers the IRD External Service, Web Service, Database Wizard, and Stop Interaction strategy-building objects, as well as stored procedures, macros, and subroutines. (ER# 91972618)

When pasting an object copied to the clipboard into the Routing Design window, IRD drops it where you last clicked, not where the mouse pointer is located. (ER# 84771341)

IRD saves all business processes created in the Interaction Design window in the same Configuration Layer folder where the last strategy was created/saved in the Routing Design window. It does not matter what Configuration Layer folder you previously selected in IRD's Business Processes list pane. (ER# 53953832)

The maximum length of an IRD object name is shorter than the maximum length of any Configuration Server object name, which is 254 bytes (characters). (ER# 38944729)

Deleting a business processes along with strategies saved in the database does not remove the strategies from the database. The following warning message appears in the Log tab: Warning: Unable to backup/remove file (No such file or directory). The ird_strategies table still contains the DBIDs for all strategies that belong to a deleted business process. To permanently delete a strategy, you must do so from the Routing Design window. (ER# 34022223)

The properties dialog for comments shows more functionality that IRD currently uses.  Allow Rotation, Allow Vertex Editing, and Allow Scaling are not available. (ER# 30529556)

When working in IRD's Loading view and using filters when searching for routing points, IRD does not support using the asterisk (*) wildcard character anywhere but at the end of a search pattern.  Other locations are not supported. (ER# 29799521)

IRD can sometimes shut down unexpectedly when creating, deleting, or moving queues from, or to, a DN Group of ACD Queue type. (ER# 27348672)

IRD does not notify the user when working with a Configuration Server Proxy (Read-only mode) instead of the real Configuration Server. (ER #21744601)

When exporting a business process, the file becomes corrupted if you use certain combinations of characters and letters (examples: .x, .c, .h and .z) at the end of the business process export file name, making it unusable for a further Import process.  (ER# 20499826)

The message Save changes to strategy? may appear when you attempt to close a strategy that has not been modified after using the Page Setup menu. (ER# 14800151)

Sometimes disturbances in the flow of strategy monitoring events from Universal Routing Server to IRD can result in the appearance of the message: Server threw an exception. A sample of such a disturbance is a disconnect in the flow of events between URS, Message Server, and IRD.  (ER# 10579435)

If multiple instances of IRD try to reestablish connection with Configuration Server at the same moment, it is possible that one of them will fail to reconnect. (ER# 7139641)

In the Interaction Design window, after an editing a strategy Segmentation object by changing an interaction queue used as a segment target, the queue may appear disconnected in the viewer. (ER# 4865921)

The properties dialog box for the Function object doesn't allow entry of a negative number as an Increment parameter when using the Target Manipulation function IncrementPriority(Increment, Interval). (ER# 101885)

A strategy containing a Classify Segmentation object that was imported from IRD 7.0 generates the following error when you click OK in the object properties dialog box: Invalid data type supplied for property assignment. The value in the Root Name dropdown box disappears after the import. Saving such a strategy results in object output ports disappearing. (ER# 101479)

IRD does not support certain symbols in the names of keys of Standard Response Field Codes. These symbols are comma and period.  (ER# 101322)

The strategy window does not automatically close upon completion of an import operation if, during strategy import, some Configuration Database objects were rewritten. (ER# 100563)

The Event Log file is generated only for one instance of IRD, which is consistent with the Genesys warning in the Universal Routing Deployment Guide that only one instance of IRD should be installed per desktop. If running a second instance of IRD from the same desktop, a sharing violation message appears and the Event Log viewer for the second instance of IRD is blank. (ER# 100517)

IRD incorrectly allows you to edit the Root Name field in the Screen Segmentation object properties dialog box. (ER# 99561)

The MultiScreen object does not require you to select a Root name. In that case, no screening occurs because Classification Server requires a Root name to perform a corresponding screening request. (ER# 99480)

The Classify object does not require you to select subcategories from the tree. In that case, no classification occurs because Classification Server requires at least one subcategory is required to perform classification. (ER# 99276)

In tree views for interaction queues and workbins, IRD groups all interaction queues and variables under special node with the name Independent Objects. Do not confuse this node with the Independent Objects folder in the Interaction Design window. (ER# 99195)

Business Process List view does not provide information in the Details Output pane for the highlighted item. (ER# 99188)

Routing Rules and Business Rules may not display properly in List view when the IRD main window is at less then maximum size. Maximize the window to correct the display. (ER# 99182)

When you are importing a strategy, IRD may generate multiple warning message boxes. If you leave them open, it may cause IRD to terminate unexpectedly. Genesys recommends that you close them before continuing to use IRD. (ER# 90903)

IRD can shut down unexpectedly when you minimize it and then change the color of the inactive title bar in Desktop Properties (Appearance > Advanced). (ER# 83869)

In IRD's Monitoring View, when loading or releasing a strategy to/from a large number of Service Numbers/Routing Points, IRD can occasionally stop responding and then start running again. (ER# 78634)

The Database Wizard Query option allows you to enter an INSERT statement, which cannot be executed. Only SELECT statements are supported. (ER# 54920)

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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 platforms or features to note for this product.

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Internationalization

Information in this section is included for international customers.

There are no internationalization issues to note for this product.

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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.

• The Universal Routing 7.6 Deployment Guide. Part One provides a high-level overview of Universal Routing 7.6 features and functions, including product architecture, system availability, redundancy information and deployment-planning. Part Two provides instructions for deploying Universal Routing components, and describes how to start and stop these components once you have configured and installed them.

• The Universal Routing 7.6 Reference Manual, which describes and defines available routing objects, functions, options, and statistics.

• The Interaction Routing Designer 7.6 Help, which describes how to use IRD to create routing strategies and how to use the Interaction Design window to create business processes.

• The Universal Routing 7.6 Business Process User's Guide, which describes how to create business processes that direct incoming interactions through various processing objects with the goal of generating the appropriate response for the customer.

• The Universal Routing 7.6 Strategy Samples, which supplies examples of routing strategies that can be used as general guides for strategy designers.

• The Universal Routing 7.6 Routing Application Configuration Guide (previously Universal Routing 7.6 Routing Solutions Guide), which describes various types of routing solutions. In brief, you will find information about the following: skills-based routing, business priority routing, cost-based routing, share agent by service level agreement routing, proactive routing, and support for a Genesys Instant Messaging Solution.

• The Universal Routing 7.6 Cost-Based Routing Configuration Guide, which documents a solution where Universal Routing Server considers the cost of routing to a target as addition selection criteria when choosing the right target.

Universal Routing 7.6 supports Genesys Outbound Contact and agents participating in multiple outbound campaigns.  When using the IRD Outbound strategy-building objects, you may wish to consult the following:

• The Outbound Contact 7.6 Deployment Guide, which provides instructions for installing and configuring Outbound Contact 7.6 components using the Configuration Wizards and Configuration Manager.

• The Outbound Contact 7.6 Reference Manual, which describes application features for Outbound Contact 7.6 and provides information about configuration options, constants, and communication protocols.

• The Genesys 7.6 Proactive Routing Solution Guide, which consolidates proactive routing configuration information into one guide. It starts with a proactive routing overview and continues with how to configure the component products. It concludes with instructions on running a Proactive Routing solution and sample strategies that demonstrate “agent-less” proactive routing for multimedia interactions.

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.

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