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is no longer an affiliate of Alcatel-Lucent; any indication of such affiliation within Genesys products or packaging is no longer applicable.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.genesys.com for more details.

This release note applies to all 8.1 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 Universal Routing page in 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 third-party functionality. For additional information on any third-party software used in this product, see More Release Information/Legal Notices for Universal Routing. Please contact your Customer Care representative if you have any questions.

Supported Operating Systems

New in This Release

This is an update for this product. This release contains the following new features or functionality:

• IRD now supports Windows 11 (as of September 20, 2023). (IRD-3691)

See the Supported Operating Environment: Universal Routing page for more detailed information and a list of all supported databases.

• IRD is now enhanced to support up to 4GB of memory usage. Previously, up to 2GB of memory usage was supported. (IRD-3681)

Corrections and Modifications

This release does not contain any corrections or modifications.

Top of Page

Supported Operating Systems

New in This Release

This is an update for this product. This release does not contain any new features or functionality.

Corrections and Modifications

This release includes the following corrections and modifications:

Starting with this release, the maximum size of a strategy that can be successfully compiled in IRD is increased from 10000 to 20000 lines of code. (IRD-3676)

Top of Page

Supported Operating Systems

New in This Release

This is a hot fix for this product. This release contains the following new features or functionality:

• IRD now supports PostgreSQL v14. (URS-5412)

See the Supported Operating Environment: Universal Routing page for more detailed information and a list of all supported databases.

Corrections and Modifications

This release includes the following corrections and modifications:

When importing an IRD strategy from XML format, the Red port connection from a Multifunction object could be lost. This issue is now fixed. (IRD-3657)

Top of Page

Supported Operating Systems

New in This Release

This is a hot fix for this product. This release does not contain any new features or functionality.

Corrections and Modifications

This release includes the following corrections and modifications:

This hot fix addresses an issue that resulted in failure to import Business Processes created in some multibyte environments (like Japanese). However, the fix does not apply to Business Processes exported with older IRD versions and these Business Processes must be re-exported with this new version of IRD. (IRD-3644)

Top of Page

Supported Operating Systems

New in This Release

This is a hot fix for this product. This release contains the following new feature:

• IRD now supports Microsoft Windows Server 2019. (IRD-3636)

See the Supported Operating Environment: Universal Routing page for more detailed information and a list of all supported operating systems.

Corrections and Modifications

This release includes the following corrections and modifications:

An issue is resolved that caused two arrows to be displayed between some blocks when a business process diagram was refreshed. (IRD-3629)

IRD now successfully imports and exports business processes while connecting to a backup DB Server instance running in primary mode. Previously, importing and exporting these processes could fail sometimes, if the description of the host object where IRD was running was absent in the configuration or specified in the IP address format. (IRD-3627)

Top of Page

Supported Operating Systems

New in This Release

This is a hot fix for this product. This release does not contain any new features or functionality.

Corrections and Modifications

This release includes the following corrections and modifications:

IRD now successfully compiles a strategy containing the AddBusyTreatment function if the Timeout parameter is not specified. (IRD-3612)

Top of Page

Supported Operating Systems

New in This Release

This is a hot fix for this product. This release contains the following new feature:

• As of 09/02/2020, IRD supports the new Hints field, located under TLS group in the Security tab of the Web Server object. Set this field to sni:true to activate the Server Name Indication (SNI) extension for TLS handshakes. URS version 8.1.400.71 or later is needed for this functionality. (URS-5042)

Corrections and Modifications

This release includes the following modifications and corrections:

The tab order for the Workbin object is modified to ensure that the General tab is in focus when the object is opened. (IRD-3607)

Genesys recommends selecting the Type of Workbin Owner before specifying targets in the Target Selection tab. Otherwise, the list of selected targets might be cleared if the workbin owner type is not compatible with the target type. For a listing of the workbin owner types and their compatible target types, see the Workbin Owner Types and Compatible Target Types section in the Supplement to Universal Routing 8.1 Reference Manual.

The SetOutputParams function used for passing data between JavaSript functions and regular IRD strategies is now included in the compiler.dat file. (IRD-3605)

The strategy code that IRD generates for the Chat Transcript object now correctly uses the value of the variable defined in the Output queue property. Previously, the name of the variable was used instead of its value. (IRD-3603)

In routing rules of type Switch To Strategy, IRD no longer checks the integrity of strategies that belong to different tenants. Previously, IRD incorrectly displayed an error message for such configurations. However, to stop displaying the erorr message for already existing rules, they should be resaved. (IRD-3596)

Top of Page

Supported Operating Systems

New in This Release

This is an update for this product. This release contains the following new features:

• Support for the following databases as of May 21, 2020. (IRD-3600, IRD-3572)

  • Oracle 19c.
  • Oracle 19c RAC.
  • Microsoft SQL Server 2019 on Windows.

  See the Supported Operating Environment: Universal Routing page for more detailed information and a list of all supported databases.

• The following string manipulation functions are now available in IRD: StrUTF8Encode, StrUTF8Decode, StrURLEncode, and StrURLDecode. (IRD-3575)

  For more information on these functions, see the String Manipulation Functions section in the Supplement to Universal Routing 8.1 Reference Manual.

Corrections and Modifications

This release includes the following modifications and corrections:

The Import and Export procedures of Business Processes are now executed successfully irrespective of the value of the skip-annex-validation option specified in the Configuration Database. (IRD-3565)

IRD now does not change the data specified in the Campaign or CallingList fields of the Add record object if the word Campaign or CallingList are used in the name of the OC Server application. Previously in such scenarios, the values of the Campaign or CallingList fields were changed to 12. (IRD-3559)

Top of Page

Supported Operating Systems

New in This Release

There are no restrictions for this release. This release contains the following new features or functionality.

• Support for the following databases. See the Supported Operating Environment: Universal Routing page for more detailed information and a list of all supported databases.

  • Oracle Database 18c (as of August 27, 2019). (IRD-3568)
  • Oracle Database 18c RAC (as of August 27, 2019). (IRD-3567)

• This version was first released as a Hot Fix on 04/12/19.

Corrections and Modifications

This release includes the following correction:

When IRD is working with double-byte code pages such as those in Japanese (Shift-JIS), it now properly processes and saves data entered in the Item's Keyes/Values table configured for the List Object. Previously, there was an encoding issue in a particular scenario where IRD was processing data entered in double-byte characters. (IRD-3555)

Top of Page

Supported Operating Systems

New in This Release

This is an update for this product. This release contains the following new feature:

• This release of IRD supports a Japanese localization kit, the 8.1.400.05 IRD Japanese Language Pack. (IRD-3528)

Consult the Interaction Routing Designer Language Pack-Japanese 8.1.x Release Note for information on changes to the Language Pack that may affect the functionality of Interaction Routing Designer. See Internationalization.

Corrections and Modifications

This release does not contain any corrections or modifications.

Top of Page

Supported Operating Systems

New in This Release

This is an update for this product. This release does not contain any new features or functionality.

Corrections and Modifications

This release includes the following corrections and modifications:

The Up To Date column name has been changed to Up Until in the IRD Date Segmentation block to ensure that it is clear that the date specified in the Up Until column is not included in the specified interval. (IRD-3522)

Changes have been made to ensure that connections between strategy blocks are not lost when exporting a strategy into XML or KVL file format. Previously, those connections were sometimes lost. (IRD-3540)

IRD no longer stops responding on changing the foreground text color in a comment box. Earlier, the application stopped responding in similar scenarios and displayed the error message, Interaction Routing Designer MFC Application has stopped working. (IRD-3533)

Top of Page

Supported Operating Systems

New in This Release

This is a hot fix for this product. This release contains the following new features or functionality:

• IRD now supports PostgreSQL v9.6, as of December 14, 2018. (IRD-3523)

Corrections and Modifications

This release includes the following corrections and modifications:

IRD no longer removes an incorrect item when an item is deleted from a list object. Previously, at times, an incorrect item was removed when a delete operation was performed on a filtered subset of items in a list object. (IRD-3506)

Beginning with this release, by default IRD uses the Interaction Routing Designer folder as a Working Directory for storing temporary files. The folder is created under the current user's local application data folder (set in the LOCALAPPDATA environment variable). Previously, the IRD installation folder was used as the default Working Directory. (IRD-3495)

IRD can now successfully connect to UTF-8 encoding enabled Configuration Server 8.5.x releases. The previous IRD version, 8.1.400.30, sometimes failed to establish connection with UTF-8 encoding enabled Configuration Server 8.5.x releases. (IRD-3509)

Top of Page

Supported Operating Systems

New in This Release

This is an update for this product. This release contains the following new features or functionality:

• Beginning with this release, IRD uses Microsoft Visual Studio C++ 2013 libraries and no longer has runtime dependencies on Visual Studio 2005 Redistributable. (IRD-3493)

• IRD now supports PostgreSQL v10. (IRD-3496)

• IRD now supports Microsoft SQL Server 2017 on Linux. (IRD-3498)
• Beginning with this release, IRD supports Oracle Database versions 12c R2 and 12c R2 RAC. (IRD-3500)

See the Supported Operating Environment: Universal Routing page for more detailed information and a list of all supported databases.

Corrections and Modifications

This release includes the following corrections and modifications:

IRD strategies can now be successfully saved to the database while another configuration object is updated simultaneously. Previously, in similar scenarios during race conditions, such IRD strategies might have been inaccessible. (IRD-3486)

Top of Page

Supported Operating Systems

New in This Release

There are no restrictions for this release. This release contains the following new features or functionality:

• IRD now supports the function run defined in skill and threshold expressions. For details, see "run" in New or Updated Function Descriptions in Supplement to the Universal Routing 8.1 Reference Manual. (IRD-3469)
• In the properties of Web Service objects, IRD now allows users to specify HTTP authentication parameters for Proxy Servers. This functionality requires URS 8.1.400.39 or later. (IRD-3467)
• IRD now warns users when their actions might result in the deletion of media server endpoints. Users can now cancel these actions as needed. (IRD-3454)

Corrections and Modifications

This release includes the following corrections and modifications:

IRD no longer fails to reimport an existing strategy or subroutine. IRD now generates a warning when an existing strategy or subroutine is about to be overwritten. (IRD-3461)

In an environment that includes Workforce Management activities from multiple sites, IRD now correctly shows all activities. (IRD-3453)

Top of Page

Supported Operating Systems

New in This Release

This is a hot fix for this product. This release contains the following new features or functionality:

• Support for the MSSQL Server 2016 database (added August 10, 2017). See the Supported Operating Environment: Universal Routing page for more detailed information and a list of all supported operating systems.
• Support for the MSSQL Server 2016 Cluster database (added August 10, 2017). See the Supported Operating Environment: Universal Routing page for more detailed information and a list of all supported operating systems.
• Support for the MSSQL Server 2014 Cluster database (added August 10, 2017). See the Supported Operating Environment: Universal Routing page for more detailed information and a list of all supported operating systems.
• IRD now supports TLS 1.2. The Security TLS Protocol control in the Web Service object contains a new value, TLSv12. (IRD-3442)
• Starting with this release, IRD supports communication with Message Server through a secure port. To configure a secure connection to Message Server, refer to the Genesys Security Deployment Guide. (IRD-3429)

Corrections and Modifications

This release includes the following corrections and modifications:

When IRD starts up with its Check Integrity mode activated and connects to Configuration Server for the first time, duplicate requests to create predefined objects no longer occur. Previously, such duplicate requests sometimes occurred as a result of a race condition. (IRD-3441)

Top of Page

Supported Operating Systems

New in This Release

This is a hot fix for this product. This release contains the following new features or functionality:

• Support for the Oracle 12c RAC database. See the Supported Operating Environment: Universal Routing page for more detailed information and a list of all supported databases. (IRD-3417)

Corrections and Modifications

This release includes the following corrections and modifications:

The strategy code that IRD generates for the Route Interaction object with Custom routing enabled now correctly uses the values of the variables defined on the Interaction Queue tab. Previously, the name of a variable was used instead of its value. (IRD-3413)

Support of import elements inside WSDL files is improved. There are some limitations to how WSDL files are imported, so the WSDL file must comply with the following rules:

• The binding section must be located before the service section.
• The namespace attribute of the import elements must have the same value as the targetNamespace of the currently processed WSDL file, meaning that import works only in the include mode.
• There should be no loops while WSDL files are imported; for example, if file1.wsdl imports file2.wsdl, file2.wsdl must not import file1.wsdl.

IRD no longer incorrectly displays a check integrity error for strategies that use CreateSkillGroup, CountSkillInGroupEx, and GetSkillInGroupEx functions. (IRD-3411)

Top of Page

Supported Operating Systems

New in This Release

There are no restrictions for this release. This release contains the following new features or functionality.

• This release of Interaction Routing Designer introduces support for a Japanese Language Pack. Consult the Interaction Routing Designer Language Pack-Japanese 8.1.x Release Note for information on changes to the Language Pack that may affect the functionality of Interaction Routing Designer. (IRD-3326)

See Internationalization.

• The IRD interface can be adjusted based on the language preferences defined in Windows Region and Language settings. For more information, see the Supplement to the Universal Routing 8.1 Reference Manual, "IRD Localization," on the Universal Routing Documentation website. (IRD-3350)
• Support for Windows 10 operating system. See the "OS Support for: Interaction Routing Designer User Interface" section on the Supported Operating Environment: Universal Routing page for more detailed information and a list of all supported operating systems. (IRD-3406)

Corrections and Modifications

This release contains the following corrections or modifications.

When using multiple displays and the main IRD window is open on one monitor and the Interaction Design window is open on a second monitor, you can now expand left panel of the Interaction Design window. (IRD-3401)

Now an IRD dialog box is always presented on a workstation with a single display, even when the dialog box was previously open on a multiple-display workstation on a second monitor. (IRD-3389)

When a user is trying to access an IRD strategy stored in the database, or when trying to save a new strategy to database storage, the database access password is no longer shown in the IRD Event Log, but is instead masked with asterisks (****). (IRD-3341)

IRD can now connect to Database Server through a secure (TLS) connection. (IRD-3328)

Top of Page

Supported Operating Systems

New in This Release

This is a hot fix for this product. This release contains the following new features or functionality.

• The function, RequestRouter, available in IRD's Function object, simplifies using URS Web API methods for more precisely calculating estimated wait time. For more information on this function, as well as the methods that can be used with RequestRouter, see the Supplement to the Universal Routing 8.1 Reference Manual, Estimated Waiting Time Improvement, on the Genesys Documentation website. (IRD-3340)
• Support for Oracle Database 12c. See the Genesys Supported Operating Environment Reference Guide: Universal Routing page on the Genesys Documentation website for more detailed information and a list of all supported databases. (IRD-3342)

Corrections and Modifications

This release contains the following corrections or modifications.

IRD no longer displays an incorrect warning message when opening a business process that routes based on a skill expression containing the sign "=" . Previously IRD might display a warning message about the changing of configuration data. (IRD-3337)

Top of Page

Supported Operating Systems

New in This Release

This is a hot fix for this product. This release contains the following new features or functionality.

• IRD now supports PostgreSQL 9.x. (IRD-3301)
• IRD now supports Windows Server 2012 64-bit Compatibility. (IRD-3313)
• When configuring strategies that use Interaction Data, IRD now allows the use of hyphens in Interaction Data names. (IRD-3300)

Corrections and Modifications

This release contains the following corrections or modifications.

Top of Page

Supported Operating Systems

New in This Release

There are no restrictions for this release. This release contains the following new features or functionality:

• Universal Routing can now utilize a "best fit" factor as one criteria for selecting the most ideal agent to handle a call when more than one agent is available. You can also use this factor to select the most ideal call when there is more than one call competing for the same agent.

  To implement this functionality, this release introduces two new IRD functions, SetIdealAgent and TargetListSelected.

  SetIdealAgent
  Parameter: Skill Expression: STRING (constant or variable representing a skill expression)
  Return value type: VOID
  

  The SetIdealAgent function utilizes a "best fit" factor as one criteria for selecting the ideal agent. You can also use this function to select the most appropriate call when there is more than one call competing for the same agent.

  TargetListSelected
  Parameter: None
  Return value type: STRING
  

  This function returns information about the selected target. If used after the function SetIdealAgent, it will return additional key mismatch with the deviation value of the selected agent. This function also returns much of the same data that functions SelectDN/SuspendForDN return about the selected target.

  Note: The new functions are summarized above. For detailed descriptions, see Using Agent Skills for Agents/Calls Prioritization in the Supplement to Universal Routing Server Reference Manual.

  (IRD-3289)

  Note: This version was first released as a Hot Fix on 05/08/15.

Corrections and Modifications

This release does not contain any corrections or modifications.

Top of Page

Supported Operating Systems

New in This Release

This is a hot fix for this product. This release contains the following new features or functionality:

• Security parameters of the Web Service object are extended to include Proxy Server parameters—Host and Port—to enable execution of Web requests through HTTP Proxy Server. New parameters are supported by URS version 8.1.400.16 or later. (IRD-3273)
• Security parameters of the Web Service object are extended to include the following fields:

  • Client authentication—To explicitly enable/disable authentication of a client (URS) when a corresponding Web request is involved.
  • Protocol—To explicitly specify the security protocol to be used for the specific Web request. It applies only to UNIX and overrides the URS def_sec_protocol option setting.

  New parameters are supported by URS version 8.1.400.16 or later. (IRD-3272)

• IRD now supports a new Multimedia object Analyze for enhanced content analysis. The Analyze object is added to the toolbar of the Multimedia group of objects. The Analyze object enables you to generate all types of requests representing the combined functionality of existing Classify and MultiScreen objects. (IRD-3271)

Corrections and Modifications

This release includes the following corrections and modifications:

IRD now correctly stores a new strategy even if there is no location specified for new strategies in Tenant properties (section strategy, option path is empty). Previously, IRD generated an error if the path option was empty. (IRD-3270)

IRD now correctly adds an Interaction Queue in a Synthetic Queue for the Business Process. Previously, starting with version 8.1.400.10, IRD incorrectly removed all Interaction Queues from the Synthetic Queue when the Business Process was saved. (IRD-3268)

IRD no longer terminates while processing Database Wizard's output values of attached keys containing more than 64 characters. (IRD-3265)

IRD now enables Workbin Queues to be included in Synthetic Queues. Previously, the Workbin Queues inclusion was disabled. (IRD-3277)

Top of Page

Supported Operating Systems

New in This Release

This is a hot fix for this product. This release does not contain new features or functionality.

Corrections and Modifications

This release includes the following corrections and modifications:

IRD now successfully compiles a strategy containing email objects with the "Get standard response from UserData" configuration parameter selected. Previously, starting with version 8.1.4, IRD did not compile the strategy containing email objects with that parameter selected. (IRD-3263)

Top of Page

Supported Operating Systems

New in This Release

This is a hot fix for this product. This release does not contain new features or functionality.

Corrections and Modifications

This release includes the following corrections and modifications:

If a strategy contains certain language-specific non-ASCII characters and IRD is working with Configuration Server where UTF-8 encoding is not enabled, IRD no longer fails to search in strategies and to generate a strategy bytecode if the default system locale is used. (IRD-3250)

The name of the multimedia switch that contains non-ASCII characters now displays correctly in the Deactivate Strategy Wizard and the Strategy Properties dialog box in the Interaction Design window. (IRD-3246)

Top of Page

Supported Operating Systems

New in This Release

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

• This release of IRD provides full support of UTF-8 encoding enabled Configuration Server. Upon establishing connection to Configuration Server, IRD detects its encoding format and displays this information in its main window's status bar. IRD now internally keeps all data in UNICODE format, and thereby can represent and handle data expressed in multiple languages.
• The Data type of the rbn column in the ird_strategies table for the Oracle Database has been changed from LONG RAW to BLOB.
• To support Universal Routing Server's ability to specify authentication credentials as part of a given web service request, the security tab of Web Service access object in IRD is extended with three optional parameters: Certificate, Certificate Key, Trusted CA.
• The definition of Interaction data objects now allows a name length of greater than 32 characters.
• To support Universal Routing Server's skill-based routing to place groups, the IRD functions CreateSkillGroup, GetSkillInGroupEx, and CountSkillInGroupEx now accept not only Agent Groups, but Place Groups, as well.
• The SuspendForEvent function is extended to accept EventPartyDeleted.
• The code that IRD generates for a strategy with the target selection object containing custom routing now makes possible for URS to correctly process such strategy when the on_route_error option is set to try_other or URS receives EventError 231, 232, or 1700. The control flow does not go through the red port of the target selection object, and URS continues to wait for other targets until a specified timeout expires.

• IRD now supports Microsoft Windows 8.

Corrections and Modifications

This release includes the following corrections or modifications.

Strategy code that IRD generates for Routing objects when custom routing is used now correctly invokes the custom procedure only when a ready target is found. Previously, the custom procedure was unnecessarily called without a ready target when the waiting time was expired. (IRD-3186)

IRD now correctly takes into account the Compatible mode checkbox settings for busy treatments when generating code for a strategy containing a Target Selection object with a Custom routing subroutine specified. Previously, the code was generated as if the Compatible mode checkbox was always selected, which led to URS distributing RequestGiveRingBackTreatment instead of RequestApplyTreatment to T-Server. (IRD-3185)

The strategy code that IRD generates for Routing Target objects with Custom routing enabled now correctly uses the values of the variables declared as Input or Output parameters in the called Subroutine. Previously, the name of a variable was used instead of its value. (IRD-3184, IRD-3155)

Now, when the variable is selected as the name of the called subroutine in a Call Subroutine object, IRD uses the value of the variable, without any dependence on whether the variable is declared as local, or as an input or output parameter. Previously, the name of a variable was used. (IRD-3168)

Call monitoring information displayed on the IRD Loading View is now updated in real-time mode. Previously, such information could have been displayed with a random delay. (IRD-3161)

IRD now correctly uses the value of the variable defined as the name of a Statistic on routing target objects when Custom routing is enabled. Previously, in this scenario, the value of this variable was ignored, which caused URS to do a random target selection during the strategy execution. (IRD-3157)

When a modification of the Stat Server name is done through Properties as text context menu of a Target Selection object, IRD no longer changes the specified busy treatment type. Previously, IRD updated the treatment type to IVR. (IRD-3156)

Top of Page

Supported Operating Systems

New in This Release

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

The following changes have been made to the Create SMS Out and Send SMS Out objects:

• The Message delivery report pane has been removed.
• The Delivery type field is renamed to Message delivery report.
• The values of the new Message Delivery report field are:
  • No report required
  • Report both delivery and not delivery
  • Report not delivery only
• The Time (sec.) field has been removed.

For information about SMS Server functionality, please refer to the related eServices 8.1.3 documentation.

(ER# 321030711)

The String Manipulation function Bytes is now available from the Interaction Routing Designer Function Properties dialog box. This function returns the string, presenting space-separated numerical values of every character from the input string. It accepts two input parameters: string and radix. The supported radix values are 10 or 16. (ER# 318895785)

Corrections and Modifications

This release does not include any corrections or modifications.

Top of Page

Supported Operating Systems

New in This Release

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

• IRD now supports Genesys SIP cluster solution for enterprise telephony, which is currently under restricted release. To learn more about Genesys SIP cluster solution, please contact your Genesys representative.
• The eServices solution now supports multiple Interaction Servers in a single tenant. IRD now supports this feature as part of workflow development.
• IRD can now connect to the WFM Server. This facilitates IRD to list all the WFM activities by site when users define WFM-based routing through a workforce routing rule or through the ExpandWFActivity function.
• IRD now provides the ability to display any meta-text associated with successful authentication attempts to a Radius server.
• As part of system security features, first time users of IRD, after installation needs to update password by default.
• In this release, enhancements have been made to web service functionality. IRD now accepts a wider range of WSDL files when creating strategies accessing SOAP web Service.
• IRD now allows to specify actions that are related to multimedia statistics in the Statistics definition dialog box. (ER# 237511455)

Corrections and Modifications

This release includes the following corrections and modifications:

IRD now allows the creation of Business Rules for which the Attributes size is a Binary Value greater than 255 characters. (ER# 299078512)

IRD no longer terminates when defining the sdata function in a Threshold expression for a Target selection object. (ER# 302858941)

IRD no longer becomes unstable when the connection with Configuration Server is terminated due to a long period of inactivity. (ER# 316598808)

Top of Page

Supported Operating Systems

New in This Release

This is a hot fix for this product. This release does not contain new features or functionality.

Corrections and Modifications

This release includes the following corrections and modifications:

At startup, Interaction Routing Designer (IRD) now checks the write access for the working directory. If the working directory does not have write access, IRD prompts the user to create a working directory or close the application. (ER# 297618658)

Top of Page

Supported Operating Systems

New in This Release

There are no restrictions for this release. This release does not contain new features or functionality.

Corrections and Modifications

This release includes the following corrections and modifications:

IRD now correctly populates a drop down list box with the selection values of a second parameter for a function when the first parameter value is not empty. (ER# 294614224)

Top of Page

Supported Operating Systems

New in This Release

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

• IRD now provides a new function called CountTargetByThreshold.
• Date Time stamp functionality within a strategy has been enhanced with the introduction of a new function StrFormatTime.
• IRD now allows update to statistics definition in IRD. Properties like Time profile, Filters, Distinguish by connection ID and sliding Interval Time Profile can now be defined within IRD.
• IRD extends the current integrity checking functionality by (optionally) not allowing updates/editing to subroutines if they are used within a strategy.
• There are new WSDL samples added as part of our IRD samples so that users would have a reference.
• IRD now verifies a for wait-time value on a target selection block.
• Additional Parameters tab was added to the Classify and MultiScreen objects.
• The Default Business Processes is now marked by a green square on the upper left corner of its icon on the Business Processes view grid.
• A Custom Routing drop down box was added to the properties of Routing Selection and Route Interaction objects to pick up a subroutine that could be invoked after target selection, but before routing.
• HTML requests are now allowed without SOAP tags. This allows customers to send secure mail HTML requests when their environment does not support SOAP due to security reasons.

Corrections and Modifications

This release includes the following corrections and modifications:

IRD no longer fails to display a Multimedia Switch associated with Interaction Server in monitoring view. (ER# 282637037)

IRD resolves an issue where statistics were not always correctly created. Previously, URS would not have been able to open and use these statistics in strategies. (ER# 292800237)

Top of Page

Supported Operating Systems

New in This Release

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

• Subroutines can now be invoked through a variable name.
• The new predefined CheckBusinessRule macro works with business rules that are specified through variables.
• Busy treatment parameter values can be dynamically recalculated, based on statistical and/or interaction data.
• A new function is introduced to obtain a specific DN or list of DNs that belong to a specific place.
• The function used to retrieve and specify alias names from DN objects is now supported.
• Scalable printing of routing strategies is now supported.
• Certain Business Attributes that are used in MultiScreen and Stop Interaction multimedia objects can now be defined as variables.
• To improve the Business Process renaming procedure, IRD now automatically updates all references of renamed queues and workbins within strategies.
• Voice treatment ports can now be displayed or hidden in the IRD Monitoring/Loading views.
• A new CFGRulesESPServer parameter is included in the list of supported application types for the External Service object in IRD.
• The IRD WebService block is enhanced and no longer enforces a 1000-byte limit on string parameter length in IRD language.(ER# 209755214)

Corrections and Modifications

This release includes the following corrections and modifications:

IRD's strategy creation or modification date and time is no longer affected by the local date and time setting on the IRD host. Previously, when IRD interpreted the creation or modification time and date, the timestamp became corrupted when the local date and time setting was changed on the IRD host. (ER# 271647454)

The Root name values that IRD displays in the corresponding objects are no longer affected when the name of the Attributes values folder is localized. (ER# 272364561)

IRD now consistently provides relevant-to-currently-working instances of T-Server monitoring information during warm T-Server switch over. Previously during switch over, the process of collecting monitoring information was unexpectedly terminated . (ER# 228465454)

IRD now creates an alias of any DN that is created before the IRD Application is started. Previously in this scenario, IRD did not create the alias. (ER# 275784768)

Top of Page

Supported Operating Systems

New in This Release

There are no restrictions for this release. This section describes the new features that were introduced in the initial 8.1 release of IRD.

• IRD now provides the option to configure compiler settings; this additionally allows for validation of outcome ports' connections/links between objects within a routing strategy.
• IRD now provides a function to selectively claim agents on an outbound activity to handle inbound interactions in a blended scenario.
• IRD now provides improved strategy scheduling functionality for Routing strategies.
• IRD now allows the use of one hundred entries in Segmentation objects, thereby providing flexibility in defining segmentation and improving usability.
• IRD provides a function to get the call state, allowing users to build logic based on the outcome of the state.

Corrections and Modifications

This release includes the following corrections and modifications:

To improve performance, IRD works only on the view that is currently active on the screen, and does not spend processing time on views that are hidden. (ER# 254470626)

IRD's database wizard now functions properly in the event a database table has the same name as one of the columns in that table. Previously in this case, issues might arise in the wizard. (ER# 259308811)

While using IRD, if you have opened an existing Call subroutine's object properties and then switch the focus to another subroutine in the list, and then switch back, IRD now retains the original set of subroutine parameters (including variables). Previously, the original set of subroutine parameters would be lost in such a scenario. (ER# 262127169)

You can now install IRD properly even if you have not registered viewserver.exe as a COM object. Previously in certain situations, IRD installation would run into issues if you did not perform this registration. (ER# 263767062)

IRD now correctly processes the situation of the name of one subroutine parameter being a sub-string of the name of another subroutine parameter. (ER# 264802508)

Top of Page

Documentation Corrections

This section provides corrections and updates for issues found in currently released documentation for this product. The changes described here will be included in future published versions of the document.

The Universal Routing 8.1 Business Process User's Guide, Chapter 10, Creating Business Process Objects, Strategy Placeholder Option section, erroneously states that you cannot create subroutines in the Interaction Design window. The correct statement should be: You can create subroutines in the Interaction Design window by selecting the the New Subroutine button in the menu bar. This brings up a dialog box where you can name, describe, and define the subroutine.

Top of Page

Known Issues and Recommendations

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

When you install IRD 8.1.400.30 into a folder within the Program Files folder, ensure that the user running IRD has write permissions to the IRD folder that will be used as a Working Directory or during the first run of IRD choose a Working Directory folder outside of Program Files. Alternatively, you can install IRD in another location other than Program Files. (IRD-3495)

Strategy code generated by IRD 8.1.4 with the Web Service object where the SOAPstyle parameter is defined as document differs from code generated with IRD 8.1.3 or earlier. Recompiling such strategies with IRD 8.1.4 might result in a Web Service request failure. To resolve this issue, change the SOAPStyle property to rpc. (IRD-3269)

IRD may terminate unexpectedly while processing Database Wizard's output values of attached keys containing more than 64 characters. (IRD-3265)

The name of the multimedia switch that contains non-ASCII characters might be incorrectly displayed in the Deactivate Strategy Wizard and the Strategy Properties dialog box in the Interaction Design window. (IRD-3246)

IRD may display messages from RADIUS Server as a Warning (even in cases where they are not) during a successful external authentication upon user login. (ER# 318100067)

The date and version number of Interaction 8.1 Routing Designer Help is partially hidden when installed on and viewed in Windows 2008 64-bit operating systems. To work around this issue, highlight the entire string to see the complete date and version number. For example, r_designer-help_09-2011_v8.1.101.00. There are no issues when it is installed on and viewed in Windows 2003. (ER# 281120859)

Top of Page

Discontinued Support

This section documents features that are no longer supported in this software. This cumulative list is in release-number order with the most recently discontinued features at the top of the list. For more information on discontinued support for operating environments and databases, see Discontinued Support in the Genesys Supported Operating Environment Reference Guide.

The following databases are no longer supported:

• IBM DB2 9.7
• MS SQL Server 2008
• PostgreSQL 9.4 and prior releases
• Oracle 11.x and prior releases

• Microsoft Windows XP

Top of Page

Internationalization

Information in this section is included for international customers.

The 8.1.400.05 Language Pack for the Japanese market is supported by the 8.1.400.34 release of Interaction Routing Designer.

The 8.1.400.03 Language Pack for the Japanese market is supported by the 8.1.400.22, 8.1.400.23, and 8.1.400.24 releases of Interaction Routing Designer. Language Packs allow installers to select the language in which the user interface is displayed.

Top of Page

Additional Information

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

• Universal Routing 8.1 Deployment Guide, Part 1 provides a high-level overview of Universal Routing 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.

• Interaction Routing Designer 8.1 Help, which describes how to use Interaction Routing Designer (IRD) to create routing strategies, and how to use the Interaction Design window to create business processes.

• Universal Routing 8.1 Reference Manual, which describes and defines available routing objects, functions, options, and statistics.

• Universal Routing 8.0 Routing Application Configuration Guide, which describes various types of routing solutions, including information about the following: skills-based routing, business priority routing, cost-based routing, share agent by service level agreement routing, and proactive routing, as well as support for a Genesys Instant Messaging Solution.

• Universal Routing 8.1 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.

• Universal Routing 8.1 Strategy Samples, which supplies examples of routing strategies that can be used as general guides for strategy designers.

• 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 additional selection criteria when choosing the right target.

• Genesys 7.6 Proactive Routing Solution Guide, which documents a solution that enables you to proactively route outbound_preview interactions to Genesys Agent Desktop, as well as to completely process Calling List and Do Not Call List records solely from the logic of a routing strategy without agent intervention.

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

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

Top of Page