Release Note

Contents

Introduction

This release note applies to all 8.1 releases of Interaction Workspace Plug-in For Genesys Agent Scripting.

• 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 third-party functionality. For additional information about third-party software used in this product, see the Read Me. Please contact your Customer Care representative if you have any questions.

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 Interaction Workspace Plug-In For Genesys Agent Scripting.

• A new option agent-scripting.auto-focus is introduced for Interaction Workspace. When this option is set to true, the Genesys Agent Scripting tab is activated automatically in a new interaction. When this option is set to false, the default Interaction Workspace behavior is applied, restoring the previous interface condition.
  Section: interaction-workspace
  Option name: agent-scripting.auto-focus
  Default value: true
  Possible values: true, false
  (GAS-1097)

Corrections and Modifications

There are no corrections or modifications in this release.

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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 Interaction Workspace Plug-In For Genesys Agent Scripting.

• Support of .Net 4.5 for Workspace (GAS-1071).
• Support for Windows 10 32-bit/64-bit operating system (GAS-1058).

See the Supported Operating Environment: Genesys Agent Scripting page in the Supported Operating Environment Reference Guide for more detailed information and a list of all supported operating systems.

Corrections and Modifications

There are no corrections or modifications 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 Workspace Plug-In For Genesys Agent Scripting.

• The Interaction Workspace Plug-in for Genesys Agent Scripting has been updated for the 8.1.202.01 release of Genesys Agent Scripting.

Corrections and Modifications

There are no corrections or modifications in this release.

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Supported Operating Systems

New in This Release

This is a hot fix for this product. There are no new features or functionality in this release of Interaction Workspace Plug-In For Genesys Agent Scripting.

Corrections and Modifications

This release includes the following correction and modification:

You can now use operations with attached data in custom Genesys Agent Scripting (GAS) actions and custom JSP code for multimedia. If you need to work in JSP code with interactions of any media type, use the function GASGenesysUtils.findAnyInteraction(interactionId, placeId, recordId). (GAS-1024)

Note: See the Known Issues and Recommendations section for detailed information about the limited support.

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Supported Operating Systems

New in This Release

This is a hot fix for this product. There are no new features or functionality in this release of Interaction Workspace Plug-In For Genesys Agent Scripting.

Corrections and Modifications

This release includes the following corrections and modifications:

Genesys Agent Scripting now has limited support for multimedia (chat and email) and Outbound Push Preview campaigns. You can use agent scripting for these types of interactions and get their attached data. (GAS-992)

Note: See the Known Issues and Recommendations section for detailed information about the limited support.

Genesys Agent Scripting no longer reloads a script when contact data changes, and the script state is now preserved on inbound voice interaction transfers. Previously, when first updating contact data, the Interaction Workspace Plug-in for Genesys Agent Scripting reloaded a script with a new parameter (ContactID). (GAS-1011)

Note: If any changes are made to ContactID in the starting page, the result of these changes might not be shown and a manual refresh of the page is required.

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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 Interaction Workspace Plug-In For Genesys Agent Scripting.

• The Interaction Workspace Plug-in for Genesys Agent Scripting has been updated for the 8.1.201.15 release of Genesys Agent Scripting.

Corrections and Modifications

There are no corrections or modifications in this release.

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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.

• The Interaction Workspace Plug-In for Genesys Agent Scripting can now determine if the MarkProcessed function is executed on the Genesys Agent Scripting server with the following new option:

  Section: interaction-workspace
  Option Name: agent-scripting.include-mark-processed
  Default Value: false
  Valid Values: true, false
  Changes take effect: After restart
  Description: Specifies whether to execute MarkedProcessed on the Genesys Agent Scripting server.

Corrections and Modifications

This release includes the following corrections and modifications:

The Interaction Workspace Plug-In for Genesys Agent Scripting now ignores some errors in the Assignment Rules if XML is not properly formed, or is absent in the AgentScripting/ProjectBook property of the Genesys Agent Scripting script object. Previously, in this scenario, an exception occurred. (GAS-965)

The Interaction Workspace Plug-In for Genesys Agent Scripting can now display the next Outbound Preview record automatically after the current record is marked done. (GAS-963)

The Interaction Workspace Plug-In for Genesys Agent Scripting no longer causes the Workspace Desktop to lock when handling email and voice interactions at the same time. (GAS-961)

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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.

• The Interaction Workspace Plug-In for Genesys Agent Scripting can now determine whether to activate the Genesys Agent Scripting tab after an Outbound Preview starts with the following new option:

  Section: interaction-workspace
  Option Name: agent-scripting.preview.activate-after-dial
  Default Value: true
  Valid Values: true, false
  Changes take effect: At next interaction
  Description: Specifies whether to set the Genesys Agent Scripting tab activation after an Outbound Preview call start.

Corrections and Modifications

This release includes the following correction and modification:

The Interaction Workspace Plug-In for Genesys Agent Scripting now attaches data for Outbound Preview campaigns. Previously, in this scenario, the plug-in sometimes did not attach this data. (GAS-939)

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Supported Operating Systems

New in This Release

This is a hot fix for this product.There are no new features or functionality in this release of Interaction Workspace Plug-In For Genesys Agent Scripting.

Corrections and Modifications

This release includes the following corrections and modifications:

The Interaction Workspace Plug-In for Genesys Agent Scripting now always executes the MarkProcessed command for outbound interactions.

Note: Outbound Contact Server (OCS) might reject the MarkProcessed command with the agent did not own a record message. If other non-desktop applications (like an IVR) receive a transfer request, the application cannot mark a record as processed. To resolve this, set the Outbound _record_processed_ option to false, which specifies whether OCS will wait for the agent�s signal to finish record processing.

(GAS-893)

You can now navigate to Genesys Agent Scripting through the plug-in without encountering an error. Previously, if you were navigating to Genesys Agent Scripting while the desktop was being updated with Universal Contact Server (UCS), an exception occurred. (GAS-944)

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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 Interaction Workspace Plug-In For Genesys Agent Scripting.

• The Interaction Workspace Plug-in for Genesys Agent Scripting has been updated for the 8.1.201.09 release of Genesys Agent Scripting.

Corrections and Modifications

There are no corrections or modifications in this release.

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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 Interaction Workspace Plug-In for Genesys Agent Scripting.

• The Interaction Workspace Plug-in for Genesys Agent Scripting has been updated for the 8.1.201.07 release of Genesys Agent Scripting.

Corrections and Modifications

There are no corrections or modifications 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 Workspace Plug-In For Genesys Agent Scripting.

• Support for Windows 8, 8.1 and Windows Server 2012.
• Support for Internet Explorer 11.
• Support for HTTPS.
• Support for Workspace Desktop Edition 8.5.

Corrections and Modifications

There are no corrections or modifications in this release.

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Supported Operating Systems

New in This Release

This is a hot fix for this product. There are no new features or functionality in this release.

Corrections and Modifications

This release includes the following corrections and modifications:

The Interaction Workspace Plug-in now handles the Interaction ID correctly. Previously, in some cases, the Interaction ID was not set. (GAS-847)

The Interaction Workspace Plug-in now applies the Mark Done action sequentially even if an agent script has both the Disconnect and Mark Done actions in a single request. Previously, if the Disconnect and Mark Done actions occurred concurrently, race conditions occurred. (GAS-849)

The Interaction Workspace Plug-in now displays the Interaction window right border when the Genesys Agent Scripting tab is opened.(GAS-865)

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Supported Operating Systems

New in This Release

This is a hot fix for this product. There are no new features or functionality in this release.

Corrections and Modifications

This release includes the following correction and modification:

The Interaction Workspace Plug-in can now handle more than one interaction simultaneously. (GAS-831, ER# 299111843)

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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 Genesys Agent Scripting.

• Support for Load Balancing.
• Support for Failover.
• Support for Internet Explorer 10.

Corrections and Modifications

This release includes the following correction and modification:

Interaction Workspace now supports the Mark Done action for Outbound interactions. Also see ER# 321314591. (ER# 305228357)

When the Interaction Workspace interaction.disposition.is-mandatory option is set to true, the Genesys Agent Scripting Mark Done button is hidden. In this case, enable the Done button in Interaction Workspace by deselecting the File->Settings->Advanced->Support Mark Done feature (Interaction Workspace only) in the Genesys Agent Scripting Editor. (ER# 298967543)

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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 Workspace Plug-In For Genesys Agent Scripting.

• This release contains changes to support new functionality in Genesys Agent Scripting 8.1.1.

Corrections and Modifications

This release includes the following corrections and modifications:

Interaction Workspace Plug-In For Genesys Agent Scripting now properly manages Twitter and Facebook interactions within Interaction Workspace. Previously, the plug-in sometimes caused a blank window to display. (ER# 305813311)

An interaction in Interaction Workspace can now be closed by clicking the X icon in the upper right corner of its window, even if Genesys Agent Scripting Server is not available. (ER# 304209110)

An Interaction Workspace Plug-In For Genesys Agent Scripting query now uses only scripts from the current agent tenant. Previously, queries used scripts from all tenants. (ER# 305492131)

For Outbound campaign interactions, the Interaction Workspace Plug-In For Genesys Agent Scripting does not hide the Done button in Interaction Workspace, when configured to do so. (ER# 305228357)

The Interaction Workspace canUse privilege determines if a user can use the Interaction Workspace Plug-in for Genesys Agent Scripting. To configure this privilege, follow these steps:

1. Configure the Interaction Workspace application object.
   Note: To use role-based access control, you must use Genesys Administrator to configure Interaction Workspace and the Interaction Workspace Plug-in for Agent Scripting.
2. Install Interaction Workspace.
3. Install and configure the Interaction Workspace Plug-in for Agent Scripting.
4. Open the Interaction Workspace Plug-in for Agent Scripting and export its configuration options.
5. Import the options into your Interaction Workspace Application, selecting No when asked if you want to overwrite the existing data.
6. Assign the privilege Interaction Workspace - Can Use Plugin for Agent Scripting.

(ER# 303749781)

The Interaction Workspace Plug-In For Genesys Agent Scripting now ignores scripts that do not have the ProjectBook parameter. Previously, this situation would generate the error System.ArgumentNullException. (ER# 300926555)

The Interaction Workspace Plug-In For Genesys Agent Scripting now assigns a script to an Outbound preview campaign. (ER# 298928793)

Interaction Workspace now closes upon call transfer. Previously, if the AIL parameter enable-auto-markdone-on-transfer was set to true, the Genesys Agent Scripting server applied Mark Done but did not notify Interaction Workspace about the change, so the window could be closed only by clicking the Genesys Agent Scripting Mark Done button. (ER# 298326346)

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Supported Operating Systems

New in This Release

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

Corrections and Modifications

This release includes the following corrections and modifications:

The Interaction Workspace Plug-In For Genesys Agent Scripting no longer freezes the Interaction Workspace user interface on agent desktops because of web server access problems. (ER# 304590240)

The Interaction Workspace Plug-In For Genesys Agent Scripting is now correctly initialized during ClickOnce deployment. (ER# 303271157)

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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 8.1 release of Interaction Workspace Plug-in For Genesys Agent Scripting.

• Genesys Agent Scripting now integrates with Interaction Workspace using the Interaction Workspace Plug-in for Genesys Agent Scripting. (ER# 287165508, 287165510, 289895416)
• Interaction Workspace Plug-in for Genesys Agent Scripting supports the XML file for Centralized Deployment: ClickOnce. (ER# 287801781)
• The Interaction Workspace canUse privilege determines if a user can use the Interaction Workspace Plug-in for Genesys Agent Scripting. To configure this privilege, follow these steps:
  1. Configure the Interaction Workspace application object.
     Note: To use role-based access control, you must use Genesys Administrator to configure Interaction Workspace and the Interaction Workspace Plug-in for Agent Scripting.
     
  2. Install Interaction Workspace.
  3. Configure and install the Interaction Workspace Plug-in for Agent Scripting.
  4. Open the Interaction Workspace Plug-in for Agent Scripting and export its configuration options, then import them into your Interaction Workspace Application, selecting No when asked if you want to overwrite the existing data.
  5. Assign the privilege Interaction Workspace - Can Use Plug-In For Agent Scripting.
     

Corrections and Modifications

This release does not include corrections or modifications.

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Known Issues and Recommendations

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

To avoid a blank Genesys Agent Scripting tab when the tab is resized to minimum, use Interaction Workspace version 8.1.400.24 or higher. (ER# 317204627)

For multimedia interactions, Interaction Workspace Plug-in for Genesys Agent Scripting integration is limited according to GAS-1024 (documented in the Genesys Agent Scripting 8.1.x Release Note).

To enable support of multimedia (chat and email) and Outbound Push Preview campaigns:

1. Enable media with the following Interaction Workspace application option (introduced in 8.1.200.18):

   Section: interaction-workspace
   Option Name: agent-scripting.media-enabled
   Default Value: voice,preview
   Valid Values: voice,chat,email,preview,pushPreview
   Changes take effect: When the application is started or restarted.
   Description: Specifies whether agent scripting needs to be activated for specific media. Outbound interactions in Progressive and Predictive modes will be treated as voice. An empty value hides Genesys Agent Scripting for all media.

2. Configure the following option in the Interaction Workspace application with value IE9 and higher:
   
   Section: interaction-workspace
   Option Name: agent-scripting.browser-emulation-version
   Default Value: empty (preserve current GAS plug-in behavior)
   Valid Values: IE9,IE10,IE11
   Changes take effect: When the application is started or restarted.
   Description: Specifies which version of MS Internet Explorer GAS plug-in uses as embedded browser.

(GAS-992)

Outbound actions are not available for the Push Preview interaction. (GAS-1012)

After declining an Outbound interaction, Interaction Workspace displays the Done button. (ER#s 321314591)

Closing Interaction Workspace does not unregister the DN, which may cause some memory leakage in the Genesys Agent Scripting server. (ER# 304367341)

The Genesys Agent Scripting Interaction Workspace Plug-in cannot handle more than one interaction simultaneously. (ER# 299111843)

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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. For more information on discontinued support for operating environments and databases, see Discontinued Support in the Genesys Supported Operating Environment Reference Guide.

Microsoft Windows XP is no longer supported.

Microsoft Windows Vista is no longer supported.

Microsoft Windows Server 2003 is no longer supported.

Microsoft Windows Server 2000 32 bit is no longer supported. (ER# 289895536)

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Internationalization

Information in this section is included for international customers.

There are no known internationalization issues in this release.

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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 and User Guide first.

• Genesys Agent Scripting 8.1 Deployment Guide describes system requirements, installation of the Genesys Agent Scripting application, installation of supporting applications, and Genesys Agent Scripting Collaboration mode.

• Genesys Agent Scripting 8.1 Help, which provides details on the features and functionality of the Genesys Agent Scripting application. This Help file is available from within the Genesys Agent Scripting Development Environment and provides reference material for the graphical user interface (GUI).

• Genesys Agent Scripting 8.1 User Guide, which describes how to use the installed software to create new projects; compile, test, and deploy existing projects; and integrate projects with Genesys Outbound software.

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

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.

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