Release Note

Contents

Introduction

This release note applies to all 8.0 releases of Interaction Workspace for the German market.

• 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.

Use of Third-Party Software

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

Supported Operating Systems

New in This Release

This is a generally available release for the German market. This release is under shipping control. This localization is based on Interaction Workspace 8.0.200.11. Modifications to this software component in later software versions are not supported in this localized version.

This release does not contain new features or functionality.

Corrections and Modifications

This release does not include any corrections and modifications.

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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.

• Interaction Workspace SIP Endpoint (see release note here):
  • An optional SIP endpoint, installed from a separate CD/DVD, that handles voice communication
  • Transparent to agents
  • Mute and volume controls for both the agent's microphone and speaker
• Security enhancements:
  • Client-side port definition
  • Selective hiding of log data
  • Inactivity timeout
• Switch Support:
  • Ericsson MD110
  • Ericsson MX-ONE
  • Nortel Communication Server 2000/2100
• Support for the LCTParty extensions of the EventUserEvent to display call participants in Interaction Workspace when the SIP Server sip-enable-call-info option is set to true.
• Support for the Reject Call functionality in multi-site routing scenarios.
• Support for disabling log output.
• Control over the number of log files that are created on the agent workstation.
• Support for positioning of the Virtual Queue in the login function.

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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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:

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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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 8.0 release of Interaction Workspace.

• A common user interface framework that is:
• Role-based and task driven
• Modular by design
• Extensible, based on open standards


• A common user interface framework that supports:
• Use of skins
• Use of hotkeys
• International character sets
• Centralized, one-click deployment and update


• Independent functional modules that can be used stand-alone or in a common user interface:
• Softphone widget for inbound voice call controls (Transfer, Conference, Mute, and Hold)
• Team IM communication
• Multi-channel presence and status
• Dynamic keyword search
• Contact (client) profile and history
• Interaction preview and interactive notification
• Configurable disposition codes
• Configurable Key Performance Indicators (KPIs) and contact center statistics in a table view or as a gadget
• Configurable �Not Ready� reason codes


• Support of Voice interactions:
  • Tier 1 switch support (refer to the Genesys Supported Media Interfaces Reference Manual for the specific switches supported; Nortel CS 2000 and Ericsson are not supported at this time).
  • SIP Server advanced voice capabilities (Emergency recording, SIP preview, and Monitoring).
  • Includes basic Inbound Voice controls.


• Developer toolkit for user interface customization


• Notes tab to enter information during a call


• Broadcast messaging and interactive notification

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)

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

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

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)

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)

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)

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

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)

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)

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)

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)

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

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

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

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)

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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.

• Interaction Workspace 8.0 Deployment Guide describes deployment procedures for Interaction Workspace.

• Interaction Workspace 8.0 .NET Developer’s Guide and API Reference is a guide to customizing Interaction Workspace. This document contains both the Developer's Guide and the API reference. The Developer's Guide portion explains the sample code and provides best practice recommendations. The API reference portion describes the classes and methods available for developers to use to customize Interaction Workspace.

• Interaction Workspace 8.0 Extension Examples provide examples of best coding practices.

• Interaction Workspace 8.0 User’s Guide provides basic agent use case procedures for Interaction Workspace.

• Interaction Workspace 8.0 Help is a guide to the Interaction Workspace User Interface.

Product documentation is also provided on a Documentation Library DVD, which is produced monthly. The New Documents on this DVD page on the DVD indicates the DVD production date. Because the DVD is produced monthly, documentation on the Technical Support website may be more up-to-date than that on the DVD. To verify the latest version of a document, check the version number, located on the second page in PDFs and on the "About This File" topic for Help files.

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