Release Note

Interaction Workspace

8.0.x

Genesys Telecommunications Laboratories, Inc. © 2008–2011

Contents

Introduction

Release Number AIX HP-UX Linux Solaris Tru64 UNIX Windows
8.0.200.19 [04/05/12] – Hot Fix           X
8.0.200.18 [12/09/11] – Hot Fix           X
8.0.200.17 [10/17/11] – Hot Fix           X
8.0.200.16 [06/10/11] – Hot Fix           X
8.0.200.15 [03/17/11] – Hot Fix           X
8.0.200.14 [02/04/11] – Hot Fix           X
8.0.200.12 [01/07/11] – Hot Fix           X
8.0.200.11 [09/30/10] – General           X
8.0.100.15 [07/20/10] – Hot Fix           X
8.0.100.14 [05/17/10] – General           X

Known Issues and Recommendations
Discontinued Support
Internationalization
Additional Information


Introduction

As of February 1, 2012, Genesys is no longer an affiliate of Alcatel-Lucent; any indication of such affiliation within Genesys products or packaging is no longer applicable. Please see the Genesys website at http://www.genesyslab.com for more details.

This release note applies to all 8.0 releases of Interaction Workspace.

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 the Read Me. Please contact your technical support representative if you have any questions.


Release Number 8.0.200.19 [04/05/12] – Hot Fix

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

The operating systems supported by this release are listed in the Contents, above.

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 correction and modification:


All parties in a conference call are now correctly displayed to the agent that accepts the conference invitation. Previously, only the original caller was displayed to the conferenced agent in the call information area. (ER# 296125732)


If an agent receives a multi-site transfer of a monitored voice interaction, the originating caller number is now displayed in the list of parties. Previously, this party was displayed as Unidentified. (ER# 295945350)


Interaction Workspace no longer gets an InvalidOperationException when the agent changes the screen resolution or changes the Interaction Workspace theme. These exceptions caused the Interaction Workspace application to fail to respond. (ER# 294330751)


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Release Number 8.0.200.18 [12/09/11] – Hot Fix

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

The operating systems supported by this release are listed in the Contents, above.

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 correction and modification:


Interaction Workspace no longer fails to respond for 10 seconds when an agent manually sets the After Call Work status while handing a voice interaction. The status now changes immediately, even if an interaction is still in progress. (ER# 286057811)


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Release Number 8.0.200.17 [10/17/11] – Hot Fix

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

The operating systems supported by this release are listed in the Contents, above.

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 correction and modification:


Using Genesys Configuration Manager to change the log level of Interaction Workspace no longer results in Interaction Workspace freezing in some situations. Previously, it was necessary to restart Interaction Workspace in this scenario. (ER# 282992955)


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Release Number 8.0.200.16 [06/10/11] – Hot Fix

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

The operating systems supported by this release are listed in the Contents, above.

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:


Agent login from more than one desktop using the same agent ID and the same Place can now be disabled by configuring the new login.enable-same-agent-place option. (ER# 272554280)

Section: interaction-workspace
Option Name: login.enable-same-agent-place
Default Value: true
Valid Values: true, false, prompt
Changes Take Effect: At the next login.
Description:

When calls are auto-marked Done on release, the call window no longer remains opened on the agent's desktop after the agent has completed a two-step transfer. (ER# 272087496)


When auto-answered calls are received by the agent, the Interaction Workspace call window is now brought to the front and made the active window. (ER# 271698784)

Limitation: The behavior of window focus is controlled by the Microsoft Windows Operating System registry option HKEY_CURRENT_USER\ControlPanel\Desktop\ForegroundLockTimeout. Certain settings might prevent Interaction Workspace from taking the focus when it is auto-answering a call. If this option is set to 0, the interaction window will be displayed in the foreground in all circumstances except when the agent is actively typing in another application.


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Release Number 8.0.200.15 [03/17/11] – Hot Fix

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

The operating systems supported by this release are listed in the Contents, above.

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:


Interaction Workspace SIP Endpoint no longer stops and then restarts in scenarios that might cause Interaction Workspace and Interaction Workspace SIP Endpoint to lose communication. Previously, certain scenarios, including a very slow computer, a computer that is running out of memory, or a computer that is stuck, might have caused Interaction Workspace and Interaction Workspace SIP Endpoint to lose communication. (ER# 268332741)


In certain system configurations, if Interaction Workspace (IW) SIP Endpoint is not started correctly due to slow communication, IW SIP Endpoint remains started when IW is logged out. The next time that IW is started, the previous instance of IW SIP Endpoint is recognized by IW and communication is established with the previous instance. Previously, IW did not recognize the running IW SIP Endpoint, and communication was not established. (ER# 266353726)


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Release Number 8.0.200.14 [02/04/11] – Hot Fix

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

The operating systems supported by this release are listed in the Contents, above.

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 Interaction Workspace is started from the command line, the agent's password is no longer displayed in system logs. (ER# 266684208)


A memory leak that occurred during call handling has been repaired. (ER# 266387958)


Interaction Workspace can now run as a 64-bit application on operating systems that support 64-bit processing. (ER# 267213107)


You can now add customized buttons to the voice toolbar InteractionVoiceCustomButton region of the interface. (ER# 264474042)


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Release Number 8.0.200.12 [01/07/11] – Hot Fix

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

The operating systems supported by this release are listed in the Contents, above.

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:


For certain system configurations, more time is required to initialize the connection between Interaction Workspace and Interaction Workspace SIP Endpoint than was previously allowed by the program.

To address this issue, two new configuration options are added to Interaction Workspace that enable administrators to control the number of times that Interaction Workspace will attempt to communicate with Interaction Workspace SIP Endpoint during initialization before timing out (sipendpoint.init-attempt-nb). Use sipendpoint.init-attempt-timer to specify the time interval between communication attempts. (ER# 266243723)

Section: interaction-workspace
Option Name: sipendpoint.init-attempt-nb
Default Value: 10
Valid Values: A positive integer value.
Changes Take Effect: When the application is started or restarted.
Description: The maximum number of communication attempts between Interaction Workspace and Interaction Workspace SIP Endpoint during initialization, before timeout occurs.
Section: interaction-workspace
Option Name: sipendpoint.init-attempt-timer
Default Value: 1
Valid Values: A positive integer value.
Changes Take Effect: When the application is started or restarted.
Description: The interval of time, in seconds, between attempts to communicate with the Interaction Workspace SIP Endpoint during initialization.

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Release Number 8.0.200.11 [09/30/10] – General

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

The operating systems supported by this release are listed in the Contents, above.

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.

Corrections and Modifications

This release also includes the following corrections and modifications:


On the Aspect ACD switch, calls that are present on an agent’s phone set before the agent logs in to Interaction Workspace are now displayed in Interaction Workspace at start-up. (ER# 252036451)


A Phone icon no longer continues to be displayed in the Recent Calls list in the Team Communicator and in the Contact Directory in the following scenario: for agents that are initially logged in to both IM and Voice channels, if the agent has made a Voice call and then unchecked the Voice channel in the the Refine Place/Channel Information menu or the My Channels view. (ER# 251341186)


Voice actions are now available for agents that are configured for both IM and Voice, if the agent initially logs in only on the IM channel, then uses the Refine place/Channel Information menu or the My Channels view to log in the Voice channel. Previously, the agent was required to log out, then log in to both channels to enable voice actions if the agent was initially logged in only to the IM channel. (ER# 251238251)


In the Interaction Workspace 8.0 Deployment Guide, Figures 6, 7, and 8 now correctly label privileges as tasks. (ER# 250302316)


For Cisco Call Manager users, the Reject button is now displayed in the Interaction Preview interactive notification when an inbound call is distributed to an agent through a Routing Strategy. (ER# 249557141)


There is no longer a compatibility issue with the Roles section between Interaction Workspace 8.0.0 and later versions. Previously, if you created the Interaction Workspace application by using one type of template (InteractionWorkspace.apd or InteractionWorkspace_AgentDesktop.apd), you had to use the same type of InteractionWorkspace template for the application to upgrade the application; otherwise, there was a conflict of privileges in the Roles defined previously. (ER# 248666067)


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Release Number 8.0.100.15 [07/20/10] – Hot Fix

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

The operating systems supported by this release are listed in the Contents, above.

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:


Interaction Workspace now correctly handles the EventDestinationBusy event from SIP Server and T-Servers. Previously, when this event was received and was not automatically followed by the EventReleased event, the Mark Done button only was available to the agent. This situation prevented the agent from releasing the call. (ER# 255562775)


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Release Number 8.0.100.14 [05/17/10] – General

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

The operating systems supported by this release are listed in the Contents, above.

New in This Release

There are no restrictions for this release. This section describes new features that were introduced in the initial 8.0 release of Interaction Workspace.

Corrections and Modifications

This is the initial release of Interaction Workspace. There are no 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.


Limitation: Usage of Enterprise SDK that is provided with this release of Interaction Workspace is supported only for the purpose of Interaction Workspace customization.


Limitation: Interaction Workspace requires at least a DX 9.0 graphic card. (ER# 260076941)

Found In: 8.0.200.11 Fixed In: 

In certain system configurations, if Interaction Workspace (IW) fails to communicate with IW SIP Endpoint due to slow system performance, IW SIP Endpoint is not started correctly. When IW is logged out, IW SIP Endpoint will remain started. The next time that IW is started, the previous instance of IW SIP Endpoint will still be running and will not be recognized by IW. When IW is logged out, the orphaned version of IW SIP Endpoint is also closed. Before you attempt to start IW again, increase the number of communication attempts and the time between attempts by increasing the values of the sipendpoint.init-attempt-nb and sipendpoint.init-attempt-timer options. (ER# 266353726)

Found In: 8.0.200.12 Fixed In: 8.0.200.15

Interaction Workspace logging does not filter sensitive DTMF content. (ER# 260671950)

Found In: 8.0.200.11 Fixed In: 

For the SIP Switch, SIP-enabled agents cannot activate call forwarding. (ER# 260214781)

Found In: 8.0.200.11 Fixed In: 

For the Ericsson MXONE switch, if the T-Server is restarted while an agent is logged in to Interaction Workspace, the agent cannot log back in after the restart. The AgentEvent status is OutOfService. (ER# 252688401)

Found In: 8.0.200.11 Fixed In: 

For agents that are initially logged in to both IM and Voice channels, if the agent has made a Voice call and then unchecked the Voice channel in the the Refine Place/Channel Information menu or the My Channels view, a Phone icon continues to be displayed in the Recent Calls list in the Team Communicator and in the Contact Directory. (ER# 251341186)

Found In: 8.0.100.14 Fixed In: 8.0.200.11

For agents that are configured for both IM and Voice, if the agent initially logs in only on the IM channel, then uses the Refine place/Channel Information menu or the My Channels view to log in the Voice channel, Voice actions are not available. The agent must log out, then log in to both channels. (ER# 251238251)

Found In: 8.0.100.14 Fixed In: 8.0.200.11

In Interaction Workspace 8.0 Deployment Guide, Figures 6, 7, and 8 incorrectly label privileges as tasks. (ER# 250302316)

Found In: 8.0.100.14 Fixed In: 8.0.200.11

For Cisco Call Manager users, the Reject button is missing from the Interaction Preview interactive notification when an inbound call is distributed to an agent through a Routing Strategy. (ER# 249557141)

Found In: 8.0.100.14 Fixed In: 8.0.200.11

When you create the Interaction Workspace application by using one type of template (InteractionWorkspace.apd or InteractionWorkspace_AgentDesktop.apd), you must use the same type of InteractionWorkspace template for the application to upgrade the application; otherwise, there will be a conflict of privileges in the Roles defined previously. (ER# 248666067)

Found In: 8.0.100.14 Fixed In: 8.0.200.11

Access to the content of My History might appear to be slow if you have a large interaction history in the Universal Contact Server database. (ER# 242462280)

Found In: 8.0.100.14 Fixed In: 

On the Avaya Communication Manager switch, an agent cannot complete a conference or a transfer if the agent has alternated between two calls. (ER# 242287577)

Found In: 8.0.100.14 Fixed In: 

Not all of the functionality of Interaction Workspace is available in the Freedom Scientific application: Job Access With Speech (JAWS) 11. (ER# 241156041)

Found In: 8.0.100.14 Fixed In: 

On the Alcatel OXE switch, the delete from conference function does not operate correctly. (ER# 240421496)

Found In: 8.0.100.14 Fixed In: 

Team Communicator does not provide a detailed status per channel but only a global agent status that combines Voice and IM status. (ER# 235990899)

Found In: 8.0.100.14 Fixed In: 

Team Communicator treats words with camel case (capital letters within the word) as multiple words—for example, CamelCase is searched as Camel Case. The word CamelCase is not found. (ER# 228758715)

Found In: 8.0.100.14 Fixed In: 

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Discontinued Support

This section documents features that are no longer supported in this software. This cumulative list is in release-number order with the most recently discontinued features at the top of the list.


There are no discontinued features in this release of Interaction Workspace.


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Internationalization

Information in this section is included for international customers.


There are no known internationalization issues in this release of Interaction Workspace.


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Additional Information

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

Product documentation is provided on the Technical Support website, the Genesys Documentation wiki, and the Documentation Library DVD (produced monthly) or the Developer Documentation CD.

Note: For the DVD/CD, the New Documents on this DVD/CD page indicates the production date for that disc. Due to disc production schedules, documentation on the Technical Support website may be more up-to-date than what is available on disc immediately after a product is released or updated. To determine the version of a document, check the version number that is located on the second page in PDFs or on the About This File topic in Help files.

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