Release Note

Contents

Introduction

This release note applies to all 7.5 releases of IVR Server.

• Links in the Contents section enable you to access information regarding a specific release. Releases are listed by version number rather than in date order. For this reason, a recent release may be listed after earlier releases, if the version number is lower. Except when otherwise noted in the information for a specific release, each release includes all of the features and corrections that were introduced for the applicable operating system at earlier dates, regardless of the version numbering.
• The Release Number table lists the supported operating systems for each release at a high level. For more detailed information, see the Genesys Supported Operating Environment Reference Manual.
• The Known Issues and Recommendations section is a cumulative list. It includes information on when individual items were found and, if applicable, corrected.
• The Corrections and Modifications section for each release may list additional issues that were corrected without first being documented as Known Issues.
• The Discontinued Support section is cumulative. It lists functionality that is no longer supported and the release number of the version in which support was discontinued.
• For important known issues and recommendations relating to the software with which IVR Server interacts, refer to the release advisory for IVR Interface Option 7.5.x.
• The Programmable Gateway Framework is common code used by several Network T-Servers, the IVR Server, and the CTI-Less T-Server. You can find information about changes and corrections to functionality common to all products that use the Programmable Gateway Framework (PGF) in the release note for Programmable Gateway Framework 7.5.x and Programmable Gateway Framework 7.6.x.
• T-Server Common Part is common code used by all T-Servers, Network T-Servers, and the IVR Server's TServer_IVR and TServer_IVR_Network applications. You can find information about changes and corrections to functionality common to all T-Servers in the release note for T-Server Common Part Release 7.5.x.

Note: Genesys follows applicable third-party redistribution policies to the extent that Genesys solutions utilize functionality of commercial or non-commercial third parties.

Supported Operating Systems

New in This Release

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

IVR Server version 7.5.016.16 is built with PGF version 7.6.000.16.

Corrections and Modifications

This release includes the following corrections and modifications:

IVR Server now correctly performs a route-in-place operation in a scenario where a treatment is active and a TRouteCall request is received from Universal Routing Server (URS). (ER# 247497321)

The GLI server port now properly reopens after a warm standby switchover. (ER# 233678207)

IVR Server now properly maintains its connection to the active Configuration Server (or Configuration Server Proxy) in a redundant configuration. (ER# 247988211)

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Supported Operating Systems

New in This Release

Starting with build 2 of this release, Genesys supports IVR Server on the Microsoft Windows 2008 operating system.

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

IVR Server version 7.5.016.13 is built with PGF version 7.6.000.12.

Corrections and Modifications

This release includes the following corrections and modifications:

The IVR Server installation script has been modified to allow installation of IVR Server on the Microsoft Windows 2008 operating system. Because of the improvement to security on Windows 2008, network administrators should grant appropriate permissions to users who install, run, and maintain Genesys components on this operating system.

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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.

IVR Server version 7.5.016.13 is built with PGF version 7.6.000.12.

Corrections and Modifications

This release includes the following corrections and modifications:

In this release, IVR Server resumes the sending of EventDialing on a GLI link to clients, even for outbound calls. Sending of EventDialing in these scenarios was stopped in the previous release. (ER# 233243545)

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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.

IVR Server version 7.5.016.12 is built with PGF version 7.6.000.12.

Corrections and Modifications

This release includes the following corrections and modifications:

The Call Consult State machine has been fixed to correctly handle multiple occurrences of EventDialing. Improper handling of this scenario led to problems with, for example, retrieving a failed consultation call. (ER# 231107810) 

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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:

IVR Server version 7.5.016.10 was built with PGF version 7.6.000.09, which did not include a previous update for split GLI header messages, a problem which was causing loss of connectivity.  This version was built with PGF version 7.6.000.11, which incorporates the update for split GLI headers. (ER# 221154413)

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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:

When using the Route-In-Place feature, IVR Server now correctly employs the AttributeOtherDN in InFront mode with the use of a TRoute block in a routing strategy, to determine whether the destination is a target on the current location. (ER# 220530073)

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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:

While a call transfer is in progress, IVR Server now issues a CallStatusReleased event before the EndCall event upon either caller disconnection or called party disconnection. The IVR client is now informed of the call state before the call is removed from IVR Server. (ER# 219684619)

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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:

IVR Server no longer incorrectly issues an EndCall message when an incomplete transfer to a DN in Dialing state is retrieved. Previously the incorrect EndCall message interrupted call control for the IVR client. (ER# 219026529)

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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:

IVR Server no longer incorrectly issues an EndCall message when a transfer to a busy DN occurs. Previously the incorrect  EndCall message interrupted call control for the IVR client. (ER# 216984153)

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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:

The IVR Server Route-In-Place feature now issues an EventRouteUsed upon completion of the route sequence when the strategy contains no treatments. (ER# 215775049)

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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:

IVR Server now correctly hides user data for keys configured in the log-filter-data section of the TServer_IVR options. This was corrected in TSCP ER# 139753663. (ER# 215055772)

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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:

IVR Server now issues EventAttachedDataChanged messages with the most recent user data from URS, preventing message sequencing problems. (ER# 214278243)

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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:

When a INVALID_REQ sequence is handled by IVR Server's unhandled event handler, transcoder errors now no longer occur on subsequent valid XML requests. (ER# 200931888)

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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:

When using the route-in-place feature, IVR Server now supports the use of a TRoute block in a routing strategy. Previously, only a Target Type block was supported. (ER# 192122595)

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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 IVR Server:

• A new configuration option, route-in-place, has been added in the IServer section of TServer_IVR to allow IVR Server to support the simulated re-routing between Routing Points configured for IVR Server's Virtual Switch or Virtual Routing Points configured on the premise switch for the IVR Server in Behind mode.

  route-in-place
  Default Value: false
  Valid Values: true, false
  Changes Take Effect: Immediately

  If the value is set to true for the Routing Points or Virtual Routing Points, then for every EventRouteRequest which returns a RequestRouteCall with the destination of another Routing Point on the Virtual Switch or Virtual Routing Point on the premise switch, IVR Server issues EventRouteUsed for the new Routing Point or Virtual Routing Point, and an EventRouteRequest on the new Routing Point or Virtual Routing Point. This sequence is continued until a RequestRouteCall to a destination other than a Routing Point on the Virtual Switch or Virtual Routing Point on the premise switch is returned.

Corrections and Modifications

This release also includes the following corrections and modifications:

The IVR Server process now correctly terminates when a client is attached and ISCC distribution has taken place. (ER# 183960850)

IVR Server now sends the TLIB Event Error when a T-Library error occurs during a transfer request. The event is linked to the call and a CallError XML message is generated. (ER# 183960841)

IVR Server now correctly handles a Party Changed message which occurs during a Single Step Transfer, so that subsequent EventReleased messages will be linked to the call properly. (ER# 183960835)

IVR Server now properly handles Hot Standby premise T-Servers when a switchover occurs due to a switch link failure. (ER# 183960825)

IVR Server no longer issues DNOutOfService or DNBackInService for Virtual Queues. (ER# 176132788)

IVR Server now handles partial GLI Headers in the TCP/IP packets correctly. If a partial header is received, IVR Server now waits for a full header before processing the TCP/IP message. (ER# 179832583)

IVR Server now returns a RouteResponse to an IVR client during a route-in-place scenario if the RequestRouteCall destination provided by the routing strategy is the same as the Routing Point or Virtual Routing Point where the strategy was exercised. (ER# 182988363)

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Supported Operating Systems

New in This Release

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

• This release of the IVR Server is built with PGF release number 7.5.016.00.

Corrections and Modifications

This release includes the following corrections and modifications:

IVR Server now correctly handles partial GLI Headers in TCP/IP packets by waiting for a full header before processing the TCP/IP message. (ER# 179922793)

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Supported Operating Systems

New in This Release

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

• This release of the IVR Server is built with PGF release number 7.5.014.00.

Corrections and Modifications

This release includes the following corrections and modifications:

IVR Server now properly handles redundant T-Servers running in hot standby mode in scenarios where a switchover occurs due to a switch link failure. (ER# 168583443)

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Supported Operating Systems

New in This Release

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

• This release of the IVR Server is built with PGF release number 7.5.013.00.

Corrections and Modifications

This release includes the following corrections and modifications:

When a T-Library error occurs during a transfer request, IVR Server now generates a callerror XML message. Previously, IVR Server did not correlate a EventError message and no message was sent. (ER# 148330599)

IVR Server now properly handles EventReleased messages even if an EventPartyChanged message occurs during a single-step transfer. (ER# 165694202)

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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 IVR Server.

• This release of the IVR Server is built with PGF release number 7.5.011.00.

Corrections and Modifications

This release also includes the following corrections and modifications:

This version of IVR Server affects the following list of XML requests:

• CompleteConf
• CompleteXfer
• RetrieveCall
• UDataDel
• UDataSet

These requests will result in a CallError message if IVR Server receives a Link Disconnected error from the T-Library client.

The form of the CallError remains the same regardless of the type of request, which is set to Unknown. There are no other changes to the XML client interface, except that the CallError no longer contains the TlibErrCode. Previously, the server generated this error code whenever the premise T-Server to which IVR Server was connected experienced a problem with the switch link. (ER# 124980148)

The populate-eventrouterequest-otherdn option in the IServer section in Configuration Manager must be set to a value of true, in order for IVR Server to report AttributeOtherDN in EventRouteRequest messages. If this option is not present or is set to a value of false, then IVR Server does not report AttributeOtherDN. (ER# 124621206)

IVR Server now properly adds a Routing Point as a party to the call. (ER# 118888881)

The T-Server Common Part no longer treats all load-balancing IVR Servers as invalid targets, even if one of them is in a Service Unavailable state. (ER# 124325601)

IVR Server no longer becomes unstable when ISCC (T-Server Common Part component) cleans up its internal timers during the shutdown process. (ER# 126842556)

When calls are externally routed from another site to an IVR Server configured for IVR-In-Front mode or IVR Network T-Server mode, you can now run the IVR Server in load-balancing mode. (ER# 72817)

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Supported Operating Systems

New in This Release

This is a hot fix for this product. This section describes new features that were introduced in this release of IVR Server.

• This release of the IVR Server is built with PGF release number 7.5.011.00.

Corrections and Modifications

This release also includes the following corrections and modifications:

EventPartyChanged messages are now properly distributed to the virtual routing point for IVR Servers configured in In-Front mode. (ER# 134610771)

IVR Server now shuts down completely when an IVR Client is attached and a shutdown request is made through Solution Control Interface (SCI). (ER# 127851243)

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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 IVR Server.

• Load-sharing IVR Servers deployed in In-Front mode can now be designated as destination locations for Inter Server Call Control (ISCC), with the transaction type set to dnis-pool. The destination load-sharing TServer_IVR applications must be configured on the Connections tab of the source T-Server.

  Note: Universal Routing Server (URS) version 7.5.002.02 or later is a required element within the solution. There is no new configuration information required for IVR Server.

  This new configuration information must be entered in the default section on the Options tab of the URS Server application as follows:

  • use_extrouter = "false"–URS delegates routing functionality to IVR Server.
  • use_extrouting_type = "dnis"–URS is required to provide an access number that is to be used at the remote site.

  Note: For more details on this new feature, refer to the Universal Routing Server 7.5 System Administrator�s Guide.

• This release of the IVR Server is built with PGF release number 7.5.010.00.

Corrections and Modifications

This release also includes the following corrections and modifications:

Inter Server Call Control (ISCC) routing is now supported for Load Balanced IVR Servers configured in In-Front mode. (ER# 135660581)

Note: All IVR Servers in this configuration must be at release level 7.5.009.00 or later. The source, if not an IVR Server, must have TSCP of 7.5.009.01 or higher to use this feature.

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Supported Operating Systems

New in This Release

There are no restrictions for this release. This section describes new features that were introduced in the initial 7.5 release of IVR Server.

• Starting with this release, the IVR Server supports the optional use of the Transport Layer Security (TLS) protocol to secure data transfer between its components. TLS is an industry- standard protocol for secure communications on the Internet, and is the successor of SSL 3.0. This feature is only available for certain operating systems and versions. For more information, see the Genesys Transport Layer 7.5 Security Deployment Guide.

• Three new TServer_IVR options have been added to the gli_server_group_<n> section:

  • gli-tls-cert
  • gli-tls-cert-key
  • gli-tls-trusted-ca

  For UNIX, these options contain the path and file name of a .pem encoded file that contains the host private key. For Windows, only the first option contains the thumbprint that is obtained from a user certificate generated for the host. For more information about these options, see the IVR Interface Option 7.5 IVR Server System Administrator�s Guide.

• This release of the IVR Server is built with PGF release number 7.5.009.00.

Corrections and Modifications

This release includes the following corrections and modifications that were made between Release 7.2 or earlier releases and the initial 7.5 release:

IVR Server now handles event propagation properly when GVP attaches data. (ER# 61680366)

IVR Server now invokes the EndCall(Resources) message when it receives a failed consultation call with its status set to CallStateOK when transferring. This terminates the IVR Server call immediately. (ER# 77658990)

Once a NewCall is submitted for a particular port, any reported calls previously made on that port–even if they were not properly terminated–are no longer valid. Any attempt to use these older calls may result in unexpected behavior. For example, TSendEvent is sent without a AttributeConnID, as described in this ER. (ER# 102228130)

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Known Issues and Recommendations

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

When specifying warm standby mode for the primary and backup I-Server applications, you must also specify both the primary and backup TServer_IVR application names on the Connections tab.

In regards to an IVR Server switchover behavior (via SCI), since the IVR client cannot connect until the backup IVR Server is activated, IVR Server switchover in warm standby mode can only occur if either no clients are connected or the primary IVR Server is stopped. (ER# 180605121)

The GLI server port may not reopen after a switchover. (ER# 233678207, 235977033, 180605121)

When an IVR Server that has been previously used for ISCC type of transfers is requested to stop through the SCI interface, it will stop functioning. However, it will then loop within itself at termination instead of cleanly exiting, which causes CPU consumption. It may be terminated by issuing a kill -9 command to the IVR Server PID.

Note: This issue only applies to an IVR Server that is installed on an AIX operating system. (ER# 136584283)

When an IVR Server that has been previously used for ISCC type of transfers is requested to stop through the SCI interface, it will stop functioning. However, it will core at termination instead of cleanly exiting.

Note: This issue only applies to an IVR Server that is installed on a Solaris 64 bit operating system. (ER# 145049119)

The T-Server Common Part treats all load-balancing IVR Servers as invalid targets if one is in a Service Unavailable state. (ER# 124325601)

IVR Server fails to completely shutdown when an IVR Client is attached and a shutdown request is made through Solution Control Interface (SCI). (ER# 127851243)

IVR Server has a problem handling duplicate requests. (ER# 102228130)

IVR Server does not add a Routing Point as a party to the call. (ER# 118888881)

The IVR Server configuration options that display both the agent login status and the user selected data delimiter are currently unavailable.

Adding a footprint memory check before advancing to installation uses excessive memory, and causes the host to suspend operation temporarily. (ER# 94505)

If an IVR port is configured as a trunk, the IVR Server generates a TRelease request. T-Server rejects this request and generates an error message, which states that an unexpected request for trunks was made, and sends the message to IVR Server. This behavior does not affect the client-side call model. (ER# 87485)

When calls are externally routed from another site to an IVR Server configured for IVR-In-Front mode or IVR Network T-Server mode, you cannot run the IVR Server in load-balancing mode. (ER# 72817)

A call on an IVR port cannot transfer to, or conference with, another IVR port using the same IVR Server. (ER# 83874)

XML is the messaging protocol used between IVR Server and client applications that communicate with IVR Server (such as Genesys IVR Drivers, Genesys Voice Platform, and driver applications created with the IVR XML SDK). Certain character codes are not valid in an XML document. Characters with a value less than hexadecimal number 0x20 are not valid, except the characters 0x09, 0x0A, and 0x0D. These exceptions correspond to ASCII control characters TAB, LINE FEED, and CARRIAGE RETURN. No other ASCII control characters are allowed. Therefore, the keys or values in application user data must not contain any of these disallowed character codes. Any keys or user data sent or received (including after the transcoding thereof) must be no more than two bytes per character.

Running IVR Server on some operating systems requires the installation of operating system patches. For details, refer to the release note for Programmable Gateway Framework 7.5.x.

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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 items for which support has been discontinued in this release.

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Internationalization

Information in this section is included for international customers.

Internationalization is not supported for this release.

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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 System Administrator's Guide first.

• The IVR Interface Option 7.5 IVR Server System Administrator's Guide describes how to install and configure the IVR Server.

• The Genesys Migration Guide provides specific upgrade and migration information.

• The Genesys Licensing Guide provides specific licensing information required for IVR Server.

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