Release Note

Interaction Workspace

8.1.x

Genesys Telecommunications Laboratories, Inc. © 2011–2018

Contents

Introduction

Release Number AIX HP-UX PA HP-UX IPF Linux Solaris Windows
8.1.401.69 [02/08/18] – Hot Fix           X
8.1.401.65 [11/07/16] – Hot Fix           X
8.1.401.64 [09/01/16] – Hot Fix           X
8.1.401.63 [04/28/16] – Hot Fix           X
8.1.401.62 [03/10/16] – Hot Fix           X
8.1.401.61 [01/14/16] – Hot Fix           X
8.1.401.59 [10/01/15] – Hot Fix           X
8.1.401.56 [07/09/15] – Hot Fix           X
8.1.401.54 [04/29/15] – Hot Fix           X
8.1.401.53 [02/26/15] – Hot Fix           X
8.1.401.51 [12/23/14] – Hot Fix           X
8.1.401.50 [11/20/14] – Hot Fix           X
8.1.401.49 [10/23/14] – Hot Fix           X
8.1.401.46 [09/18/14] – Hot Fix           X
8.1.401.44 [07/30/14] – Hot Fix           X
8.1.401.42 [07/17/14] – Hot Fix           X
8.1.401.39 [05/21/14] – Hot Fix           X
8.1.401.36 [04/15/14] – General           X
8.1.401.33 [03/27/14] – Hot Fix           X
8.1.401.31 [02/13/14] – Hot Fix           X
8.1.401.30 [01/31/14] – Hot Fix           X
8.1.401.28 [01/21/14] – Hot Fix           X
8.1.401.27 [01/16/14] – Hot Fix           X
8.1.401.26 [12/19/13] – Hot Fix           X
8.1.401.24 [11/27/13] – Hot Fix           X
8.1.401.22 [10/31/13] – Hot Fix           X
8.1.401.19 [09/26/13] – Hot Fix           X
8.1.401.15 [08/01/13] – Hot Fix           X
8.1.401.11 [07/03/13] – Hot Fix           X
8.1.401.08 [06/14/13] – Hot Fix           X
8.1.401.06 [05/30/13] – General           X
8.1.400.24 [04/01/13] – General           X
8.1.301.24 [08/09/13] – Hot Fix           X
8.1.301.23 [04/18/13] – Hot Fix           X
8.1.301.20 [02/07/13] – Hot Fix           X
8.1.301.18 [01/24/13] – Hot Fix           X
8.1.301.17 [12/21/12] – Hot Fix           X
8.1.301.16 [12/06/12] – Hot Fix           X
8.1.301.15 [11/28/12] – Hot Fix           X
8.1.301.14 [11/14/12] – Hot Fix           X
8.1.301.12 [11/09/12] – Hot Fix           X
8.1.301.11 [10/25/12] – Hot Fix           X
8.1.301.10 [09/27/12] – General (Under Shipping Control)           X
8.1.300.17 [07/31/12] – General (Under Shipping Control)           X
8.1.200.30 [10/01/12] – Hot Fix           X
8.1.200.29 [08/23/12] – Hot Fix           X
8.1.200.27 [07/06/12] – Hot Fix           X
8.1.200.25 [06/14/12] – Hot Fix           X
8.1.200.22 [04/19/12] – Hot Fix           X
8.1.200.20 [04/06/12] – Hot Fix           X
8.1.200.17 [03/22/12] – Hot Fix           X
8.1.200.16 [01/31/12] – General (Under Shipping Control)           X
8.1.101.15 [04/06/12] – Hot Fix           X
8.1.101.13 [02/16/12] – Hot Fix           X
8.1.101.11 [11/10/11] – Hot Fix           X
8.1.101.09 [10/04/11] – Hot Fix           X
8.1.101.08 [09/08/11] – General (Under Shipping Control)           X
8.1.100.16 [08/11/11] – Hot Fix           X
8.1.100.14 [07/29/11] – General (Under Shipping Control)           X
8.1.000.33 [12/23/11] – Hot Fix           X
8.1.000.31 [06/17/11] – Hot Fix           X
8.1.000.26 [05/10/11] – Hot Fix           X
8.1.000.24 [04/15/11] – Hot Fix           X
8.1.000.21 [01/21/11] – General (Under Shipping Control)           X

Link to 8.0 Product Release Note (Cumulative)
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.genesys.com for more details.

This release note applies to all 8.1 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 Customer Care representative if you have any questions.


Release Number 8.1.401.69 [02/08/18] – 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 contain the following new feature or functionality.

Corrections and Modifications

This release includes the following corrections and modifications:


In the Contact History and My History views, page navigation now correctly stops when the last page is reached. Previously, clicking forward would result in navigating from the last page to the first page. (IW-14414)


The Contact History view has been improved so that it no longer fails to display the interaction history. Previously, in some situations, the history was not displayed and a grey background appeared instead. (IW-14074)


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Release Number 8.1.401.65 [11/07/16] – 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:


The robustness of the Workspace connection to Statistic Server has been improved. Previously, the connection to Statistic Server could be closed if incorrectly formatted data was received from the Server. (IW-13449)


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Release Number 8.1.401.64 [09/01/16] – 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:


The value of the email.signature option that is overridden by a Routing Strategy before being distributed to a workbin is now correctly taken into account when the agent clicks on Reply or Reply All in the workbin toolbar. Previously in this scenario, the value of this option was selected from the static configuration in the Application/Tenant/Group/User hierarchy. (IW-13156)


In environments where the value of the license.lrm-enabled option is set to false, the Not Ready reason code of the voice channel is no longer cleared after a T-Server hot standby switchover is applied. Previously in this scenario, if the switchover occurred while the agent status was Not Ready with a reason code, after the switchover, the agent status was Not Ready with no reason code. (IW-12987)


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Release Number 8.1.401.63 [04/28/16] – 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:


You can now use the interaction-workspace\editor.user-agent-http-header option to configure the User-Agent HTTP header value that Workspace sets in the HTTP requests. The header is used by the rich text editor to download external images belonging to HTML formatted email interactions. Previously, the User-Agent HTTP header was hard-coded to be Mozilla/4.0 (compatible; MSIE 7.0), causing download requests to be rejected by some web servers. (IW-12717)


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Release Number 8.1.401.62 [03/10/16] – 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 contains the following new feature or functionality.

Corrections and Modifications

This release includes the following correction and modification:


Workspace no longer displays a confirmation message box when an agent attempts to finalize a two-step transfer or conference of a Chat interaction to an agent who has reached full Chat capacity, because the target is already engaged in the Chat as a consultation. Previously, Workspace displayed a message box informing the agent that the target was not ready. (IW-12163)


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Release Number 8.1.401.61 [01/14/16] – 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 contains the following new feature or functionality:

Corrections and Modifications

There are no corrections or modifications for this release.

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Release Number 8.1.401.59 [10/01/15] – 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:


Workspace now correctly handles outbound email interactions that have two <BODY> tags. This situation might happen when an agent inserts an HTML Standard Response as his or her email signature. Previously in this scenario, agents might have experienced some inconsistency in the font type and size selection when setting the cursor at the top of the email. (IW-11785)


Workspace now correctly saves the Team Communicator Recent and Personal Favorites in the user's profile when exiting Workspace. Previously, some processing exceptions might have prevented Recent calls and Personal Favorites from being stored. (IW-11784)


In environments where the intercommunication.voice.routing-based-actions option contains the value MakeCall, voice calls triggered from Outbound Push and Pull preview campaigns are now executed through the configured routing-based rule. Previously Workspace proceeded with direct calls to the selected phone number. (IW-11714)


If an Interaction Server Capture Point requests a property change by using the attr_reason_system_name attribute on a Workitem interaction that is being handled by an agent, or if Workspace handles a push preview interaction delivered by Interaction Server release 8.5.104.05 or higher, the interaction no longer remains stuck in Workspace after the agent executes operations such as '''Place in Workbin''' or '''Done'''. (IW-11702)


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Release Number 8.1.401.56 [07/09/15] – 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:


In environments where the routing strategy of an inbound email interaction specifies the queue for these interactions to '__STOP__', Workspace now correctly stops the inbound email interaction when an agent replies to the child outbound reply email interaction. (IW-11364)


Outgoing HTML email interactions that contain inserted Standard Response text that uses characters such as "&nbsp;" are now correctly formatted. (IW-11331)


In environments where the value of the login.prompt-place option is set to false, Workspace no longer requires agents to enter a Place in scenarios where an error is reported to an agent because of an already used Place. (IW-11264)


The customization sample demonstrating how to replace the Disposition Code view has been reworked to properly render the list of codes without requiring further code changes. (IW-11232)


Workspace no longer fails to respond when it opens a Chat Server connection while closing another one. Previously, Workspace would fail to respond when an incoming chat interactions was accepted at exactly the same moment as another chat interaction was ended. (IW-11126)


In environments where the value of the voice.mark-done-on-release option is true and the value of the contact.lookup.voice.enable-create-contact option is false, Workspace no longer tries to create a Contact in UCS in situations where there is no Contact initially assigned to the interaction. (IW-10911)


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Release Number 8.1.401.54 [04/29/15] – 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:


In SIP Business Continuity environments where agents have only one Place configured with the DNs of the preferred and peer SIP Server, and Agent DNs are configured as ACD Positions, the presence of those agents is now correctly displayed in the Team Communicator of other agents in the contact center. (IW-10950)


The status of an agent on the Voice channel no longer appears to remain in the Logged Off state when Workspace starts. Previously, if Workspace SIP Endpoint was slow to register, the channel state was not updated correctly. (IW-10870)


The OwnerID of email interactions is now set correctly in the following scenario:

  1. The "queue for this interaction" value is set to an existing queue during routing
  2. An inbound email interaction is routed to a personal or shared workbin
  3. An agent replies to the email interaction from the workbin

Previously in this scenario, the OwnerID was not set correctly, which resulted in the email interaction not being displayed in the My History view. (IW-10844)


For calls that are transferred from one site to another in environments where an "anti-tromboning" mechanism is activated, the interaction view on the receiving agent's desktop is no longer corrupted when the transfer is completed. (IW-10765)


The following improvements have been made to the Rich Text Editor that is used to compose outbound email interactions:

(IW-10737)


In the Contact History and My History tree view, the owner of the interactions that are displayed in History is now the name of the agent. Previously, the user DBID of the agent was displayed. (IW-10690)


The execution of the following chain of commands can now be modified by custom elements of commands that are designed to conditionally interrupt their execution:

(IW-10551)


The metadata of the general.configuration-update-notification option has been updated to expose the values that are interpreted by Workspace. (IW-10237)


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Release Number 8.1.401.53 [02/26/15] – 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:


When an agent completes editing the record of an Outbound record after rescheduling a call to an alternate number on the same Outbound record chain, the number of call attempts is now correctly updated in the Outbound database. (IW-10648)


Workspace now correctly records the rescheduled time if a push preview or pull preview Outbound interaction is rescheduled after an Outbound campaign call is released. (IW-10647)


In Cisco environments, agents can now instant transfer, instant conference, and start a voice consultation on calls received from Asynchronous Switching Matrix type of outbound campaign or received through a two-step transfer from another TServer. (IW-10630)


The Statistic Gadget can now be dragged anywhere on your screen. Previously, after the Statistic Gadget was dragged to the top of the screen so that it would stick to the top of the screen, it was not possible to move it again without logging out of Workspace and logging back in again. (IW-10565)


In SIP Business Continuity environments where an agent is configured to handle Push Preview outbound campaigns, Workspace now correctly restores the state of the outboundpreview channel after the switch-over to the peer SIP Server. (IW-10549)


If UCS is not configured to enable reverse index search in Contact History and My History, Workspace no longer displays a warning message during agent login. Also, in this scenario, the search functionality in the Contact History and My History views is disabled. (IW-8886)


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Release Number 8.1.401.51 [12/23/14] – 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 Outbound VoIP calls that are established during campaigns that are run in Asynchronous Switch Matrix (ASM) dialing mode, Workspace now correctly updates the interface to display the Reschedule Record feature. (IW-10399)


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Release Number 8.1.401.50 [11/20/14] – 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:


Workspace no longer displays empty lines for HTML e-mail interactions and HTML Standard Responses that contain improperly formed TABLE tags. (IW-10139)


Workspace now correctly displays VoIP outbound calls established during campaigns run in Asynchronous Switch Matrix (ASM) dialing mode. Previously in this dialing mode, when the engaging call and the contact call were merged, outbound calls might have been displayed in two different Workspace windows, or the outbound call window was not refreshed to include the outbound fields. (IW-10137)


Workspace no longer exits unexpectedly at start up in environments where user privileges grant access to the Standard Response Library but not to Contact Management functionality. (IW-8951)


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Release Number 8.1.401.49 [10/23/14] – 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 contains the following new features or functionality:

Corrections and Modifications

This release includes the following corrections and modifications:


The <PRE> HTML tag is now correctly interpreted by Workspace when an inbound HTML e-mail interaction is displayed. Workspace no longer tries to transform and render the content of this tag. (IW-10006)


Workspace no longer exits unexpectedly when it checks the spelling of Swedish words. Previously, in environment where the Swedish spelling check dictionary was installed, checking the spelling of words such as tvångsutskrivning caused Workspace to exit unexpectedly. (IW-9921)


In environments where an "anti-tromboning" mechanism is activated, a memory leak that occurred when agents handled voice calls has been fixed. (IW-9889)


For agents (team leads) who are granted the Team Lead privilege, the initialization of Workspace has been optimized so that fewer requests are sent to Configuration Server (Proxy). In environments that contain a large number of groups that are assigned to a supervisor, this can result in decreased memory footprint and network bandwidth. (IW-9888)


Workspace now correctly maintains blank lines that are entered into the body of the message of outgoing HTML-formatted e-mail interactions. (IW-9887)


Workspace now stops correctly when an agent exits the application after using the "Force close this case" feature for a stuck chat interaction, SMS Session, or Facebook Direct Message interaction. Previously in this scenario, the Workspace window was closed, but the Workspace process still ran in the background. (IW-9886)


In SIP Server environments where the voice media is handled by Workspace SIP Endpoint, Workspace now displays the correct status of the agent in the Outbound Campaign. Previously, in this kind of environment, Workspace might ignore the campaign status propagated by Outbound Contact Server and treated all the records from this Campaign as read-only. This resulted in the "reschedule record" capability becoming inaccessible during the handling of those outbound records. (IW-9885)


Agents no longer receive a timeout error when they try to reschedule a push preview record after the reconnection of Interaction Server. (IW-9884)


The chained records list of Outbound Records is now correctly displayed in both the Interaction Bar and the Interaction Window. (IW-9879)


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Release Number 8.1.401.46 [09/18/14] – 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:


Workspace now displays the Case Information from the preview interactive notification of consultation calls that is specified by the toast.case-data.format-business-attribute configuration option by using the same format that is used for inbound or outbound calls. Previously, the Case Information of the preview interactive notification of consultation calls was displayed by what was specified by the interaction.case-data.format-business-attribute configuration option. (IW-9710)


When an e-mail address is configured as a Corporate Favorite, it is now possible to select it in the "To", "CC", or "BCC" fields of an outbound e-mail interaction. Previously, only typed e-mail addresses or Contact addresses could be added. (IW-9698)


The name of the agent is now correctly displayed to supervisors for monitored (coached) calls. Previously in this scenario, the contact's number was displayed instead of the name of the agent. (IW-9683)


The Advanced Search now works correctly in the Standard Response view. Previously, when an "All Keywords" search was performed with only Responses Names, no results were returned. (IW-9681)


The search of Configuration Objects in Team Communicator, and of Places in the Login Window are no longer case-sensitive in environments where these objects are named using the "CamelCase" format. Previously in these environments, for example, a search for an object named RoutingPoint123 would not have been found if the agent entered the following search string: routingpoint (IW-9584)


In environments where the value of the application.available-layouts option is set either to gadget or main-window only, the Always On Top item of the Gadget or Main Toolbar menus is now correctly displayed. Previously in this scenario, it was not possible to make the Gadget or Main Toolbar be displayed always on top. (IW-9582)


In Outbound Campaign environments where the number of Calling List attributes exposed to the agent is large, Workspace now displays a scroll-bar that enables agents to scroll through the complete list of fields. (IW-8652)


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Release Number 8.1.401.44 [07/30/14] – 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 also includes the following corrections and modifications:


The width of the Standard Response table columns is now saved in the agent settings so that it can be restored the next time that the view is displayed, either during the same agent session or at the next agent login. (IW-9553)


In Business Continuity environments where Workspace is configured with preferred and peer Configuration Server Proxy pairs that are configured with multiple ports, Workspace is now able to properly connect to the non-default port of those configuration servers. (IW-9552)


In Business Continuity environments that are configured with multiple SIP Business Continuity pairs, the number and display names of parties in a conference that engages parties from distinct Business Continuity pairs is now properly displayed after some of the parties leave the call. (IW-9542)


In SIP Server environment where option sip-enable-call-info is set to true to get a correct presentation of call parties, an agent who invited an agent from another site to a conference is now able to remove him/her from the conference. This capability requires SIP Server version 8.1.101.30 or higher. (IW-8894)


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Release Number 8.1.401.42 [07/17/14] – 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 contains the following new features or functionality:

Corrections and Modifications

This release also includes the following corrections and modifications:


In SIP Business Continuity environments that rely on Workspace SIP Endpoint, Workspace no longer sends extra RequestAgentLogin to SIP Server immediately after application start-up. Previously, one of the following results occurred:

(IW-9291)


In environments where an "anti-tromboning" mechanism is activated, it is now possible to instant-transfer voice calls. Previously, this capability was not possible. (IW-9290)

Note: Refer to "Trunk Optimization: Trunk Anti-Tromboning" in the Event and Model Reference Guide for information about anti-tromboning.


The recent search index for the Team Communicator can now handle contact entries that contain special characters, such as :: (colon colon). Previously, special characters, which were stored as part of older call parties because the value of the teamcommunicator.add-recent-filters.voice option was set to incoming, blocked the addition of the new recent record. (IW-9247)


HTML-based Standard Responses that contain a complex table colspan hierarchy are now correctly displayed in outbound e-mail interactions in the agent interface and in the contact's e-mail client. (IW-9246)


In scenarios where Universal Contact Server (UCS) initially fails to correctly respond about the presence of the search index, Workspace now correctly enables the Interaction Search feature when UCS is able to return the correct information. (IW-9194)


In SIP Server environments, Workspace now correctly reports the number of parties who are engaged in a conference when one of those parties was on the call before that party transferred the call and then was engaged again as a conference participant. (IW-9171)


In Team Communicator, it is now possible to remove a personal favorite that was created with a category that contained a - (dash). (IW-9158)


In multi-site SIP Server environments, Workspace now correctly displays to the destination the identity of the external party after a two-step transfer. Previously, in some multi-site environments, the external party might have been displayed as unidentified. (IW-9125)


In environments where agents are enabled to select a Place when they login, and the value of the enable-place-completion option is set to true, Workspace no longer loads the entire list of Places if an agent does not uncheck the Keep Recent Place check box in the login window. (IW-8659)


Workspace now correctly displays tables in HTML formatted e-mail interactions if the border is defined by a decimal value and the separator does not match the separator that is defined by the current locale of the agent workstation. Previously in this scenario, the border was not displayed. (IW-8607)


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Release Number 8.1.401.39 [05/21/14] – 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:


In multi-site SIP Server environments, if a supervisor (team lead) at site 2 monitors a call between a contact and an agent at site 1 and then barges-in on the call, if the agent subsequently leaves the call, the supervisor now receives the correct representation of the conversation with only the contact. Previously in this scenario, the agent was still presented to the supervisor as being part of the conversation. (IW-8967)


In a SIP Server environment where a supervisor (team lead) monitors agent #1, when agent #2 engages agent #1 in a two-step conference, Workspace now correctly displays the monitoring status to the supervisor, including the barge-in control. Previously in this scenario, the supervisor was not able to barge-in. (IW-8932)


In SIP Server environments where the monitoring of consultation calls is enabled, a supervisor (team lead) who is monitoring an agent who was the target of a two-step transfer, now correctly receives all of the information about the conversation. Previously, this scenario resulted in a stuck conversation interaction view on the desktop of the supervisor. (IW-8890)


In SIP Business Continuity environments, when a switchover to the peer SIP Server occurs while there is an active call being handled on Interaction Workspace, the call controls now correctly disappear, and only the "Done" button is displayed. Previously in this scenario, the call control buttons were still displayed after the switchover even though they were no longer effective. According to the design of SIP Business Continuity, it is not possible to keep third-party call control (3pcc) of calls in this scenario. (IW-8877)


In SIP Server environments, a supervisor (team lead) can now barge-in a predictive or progressive outbound campaign call that she or he is silently monitoring. Previously in this scenario, it was not possible to barge-in on a call. (IW-8872)


In multi-site T-Server environments where an "anti-tromboning" mechanism is activated, the call distributed from site 1 to an Interaction Workspace agent at site 2 is now displayed in a single window. Previously, two windows were displayed in such scenarios, one representing the active call and one representing a terminated call. Note: Refer to "Trunk Optimization: Trunk Anti-Tromboning" in the Event and Model Reference Guide for information about anti-tromboning. (IW-8859)


In multi-site SIP Server environments, the conferences that engage agents from multiple sites now report the correct number of parties at the time the conference is established, and also after one or more parties have left the conference. Previously in this scenario, the wrong number of conference parties might have been reported. (IW-8780)


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Release Number 8.1.401.36 [04/15/14] – 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

This version was first release as a Hot Fix on 04/09/14. 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:


Interaction Workspace no longer suspends communication with Universal Contact Server for 30 seconds when it receives an error resulting from a query to UCS to obtain index availability (for example, search for a contact or get contact history). Previously, in environments where UCS had no index activated, or where UCS was overloaded by requests, this kind of event error resulted in a timeout that suspended access to UCS for 30 seconds. (IW-8651)


Interaction Workspace no longer sends incorrectly formed requests in the connection to Universal Contact Server (UCS) Proxy and Interaction Server Proxy. Previously, some requests to UCS Proxy and Interaction Server Proxy might have been corrupted by a concurrent ADDP request, which could cause UCS Proxy or Interaction Server Proxy to stop unexpectedly. (IW-8614)


In a multi-site SIP Server environment, in scenarios where an agent is handling an inbound call on site 1 and then makes a single-step conference to another agent on site 2, the list of conference parties that is presented to the target agent is now correct. Previously in this scenario, the call was not presented as a conference call to the target agent. (IW-8653)


The activation of Business Continuity and the assignment of the Business Continuity preferred and peer sites, can now be defined at the Group and User level for any connections that support Business Continuity, by using the "interaction-workspace\disaster-recovery.*" configuration options. Previously, the Business Continuity settings of the connection to Configuration Server Proxy could be defined only at the Application level; however, SIP Server and Stat Server allowed the settings to be defined at the Group or User level. (IW-8731)


Interaction Workspace no longer exits unexpectedly when an agent starts a voice consultation call after editing the content of the Notepad. Previously in this scenario, with some patches of .NET Framework 3.5sp1, the application might exit unexpectedly. (IW-8511)


In Business Continuity environments, Interaction Workspace now correctly connects to the peer Configuration Server Proxy pair when the connection is lost to the preferred Configuration Server Proxy pair. To enable this feature, the configured or entered host name in the login window must exactly match the host name of the Configuration Server Proxy application that is configured to be the preferred application in Genesys Management Framework. (IW-8750)


Interaction Workspace now activates ADDP when it has to connect to the back up Configuration Server and Configuration Server Proxy if it is configured to do so. Previously, when ADDP was configured in this scenario, this configuration was ignored. (IW-8760)


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Release Number 8.1.401.33 [03/27/14] – 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 is a hot fix for this product. This release contains no new features or functionality.

Corrections and Modifications

This release includes the following corrections and modifications:


In multi-site SIP Server environments where the EventRemoteConnectionSuccess event is generated in SingleStepTransfer scenarios, the time counter of the voice media channel no longer remains as "Pending" after the transfer is complete. (IW-8454)


Workspace no longer sends two answer call requests to SIP Server when a supervisor, whose Person object is configured with the value of the voice.auto-answer option set to true, is engaged in call monitoring. Previously in this scenario, Workspace might send duplicated answer call requests, which resulted in an error message being displayed to the supervisor. (IW-8391)


The font that is specified in the style sheet of an inbound HTML-formatted e-mail interaction is now correctly replicated to the corresponding outbound reply HTML-formatted e-mail interaction. Previously, the specified font might be replaced by a different font. (IW-8261)


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Release Number 8.1.401.31 [02/13/14] – 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:


The HTML structure of outbound e-mail interactions that contain HTML tables which were inserted by using Standard Responses or by copy/paste operations has been improved, which improves the display of tables in the e-mail application of the receiving contact. However, e-mail interactions that contain HTML tables that were added according to the above scenarios might still appear to be distorted in the Interaction Workspace E-mail Interaction window. Previously in this scenario, e-mail interactions that contained complex table structures appeared distorted in both the Interaction Workspace editor and in the e-mail application of the receiver. (IW-7700)


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Release Number 8.1.401.30 [01/31/14] – 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:


Inbound HTML-formatted e-mail interactions that have extremely large values specified for the width of table borders no longer causes the E-Mail interaction to be displayed as blank. (IW-8113)


Some modifications were added to improve the display of HTML-formatted tables that are inserted, by using the Standard Response feature or by pasting content from the clipboard, into outbound e-mail interactions. (IW-8111)


A memory leak that might occur during the handling of Outbound Push Preview interactions has been fixed. (IW-7713)


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Release Number 8.1.401.28 [01/21/14] – 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:


When connected to the Universal Contact Server (UCS), Interaction Workspace no longer exits unexpectedly while dialing a contact with a number starting with an * (asterix) in the phone number or in the DNIS field returned by the telephony switch. (IW-8139)


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Release Number 8.1.401.27 [01/16/14] – 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:


In T-Server for Avaya TSAPI environments that are configured to have the "soft login" feature, Interaction Workspace now resynchronizes properly the agent DN status after a hot standby switchover. Previously in this environment, when the Interaction Workspace of a logged-in agent was moved to the back-up T-Server after a hot standby switchover, the agent status was incorrectly reported as "logged out". (IW-8036)


In Cisco Call Manager environments, the list of parties who are engaged in a two-step conference is now correctly displayed on the agent desktop to the agent who is added into the conference. Previously, in some Cisco Call Manager configurations, the full list of parties in the conference was not displayed to the party who was added to a two-step conference. First, only one party was displayed, and then when that party disconnected, no other party was displayed. (IW-7742)


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Release Number 8.1.401.26 [12/19/13] – 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 contains the following new feature or functionality.

Recent voice interactions that are distributed to agents can now be displayed in the Recent area of Team Communicator. You can configure Interaction Workspace to store and display recent calls, including missed calls, in the Team Communicator view by using the new teamcommunicator.add-recent-filters.voice configuration option. When this option is specified, recent voice interactions are displayed in the Team Communicator, and the tooltip for each record can be configured to display additional information about the corresponding incoming call event (for example: call type, call timestamp, and missed status, if applicable). (IW-7551)

Section: interaction-workspace
Option Name: teamcommunicator.add-recent-filters.voice
Default Value: ""
Valid Values: A comma-separated list of interaction types taken from the following values: internal, external, consultation.
Changes take effect: At the next interaction.
Description: Specifies the list of interaction types that are included in the recent voice interactions filter that is displayed to the agent in the Recent area of Team Communicator. The main party (agent, contact, and phone number) of the incoming voice interactions that match this filter are added to the Recent area of Team Communicator. The tooltip for the record is populated with the interaction details.

Corrections and Modifications

This release includes the following corrections and modifications:


Advanced Search requests that are based on time ("on", "on or after", and "before") in Contact History and My History, now properly handle the timezone of the agent's workstation. Previously, time-based requests did not take into account the timezone of the agent's workstation; instead, Universal Time (UTC) was used. This resulted in the calculated date and time being shifted by the number of hours difference between the timezone of the agent's workstation and UTC, which resulted in inaccurrate search results being returned. (IW-7757)


A memory leak has been fixed in the Merge dialog box which occurred when the dialog box was opened. (IW-7756)


In the outbound e-mail view, a memory leak has been fixed in the Contact Directory window that an agent opens to select or de-select To, Cc, and Bcc addresses. (IW-7755)


In the following merge scenario, it is now possible to undo both merges. Previously, only the last merge could be undone.

  1. Merge Contact B with Contact A.
  2. Merge Contact C with Contact A + Contact B.
  3. Undo merge Contact C from Contact A + Contact B + Contact C.
  4. Undo merge Contact B from Contact A + Contact B.

Previously in this scenario, Step 4 could not be performed after Step 3; the Undo Merge function was not available after Step 3 had occurred, unless the agent made a new explicit search for A. (IW-7549)


Interaction Workspace no longer exits unexpectedly while handling requests to Universal Contact Server. Previously, in some rare circumstances, Interaction Workspace exited unexpectedly in environments where UCS was connected. (IW-7725)


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Release Number 8.1.401.24 [11/27/13] – 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 displays inbound HTML-formatted e-mail interactions which contain tables that have an incorrectly defined border thickness. Previously, if an invalid thickness was specified for a table border, the e-mail interaction was not displayed. (IW-7684)


Interaction Workspace now correctly displays tables in HTML-formatted e-mail interactions even if the <th> tag is not included as part of the <tr> in the underlying HTML code. Previously in this scenario, tables were only partially rendered. (IW-7683)


A memory leak, which occurred when an agent opened the Contact History or the Interaction History and then selected an interaction to view the interaction details, has been fixed. (IW-7669)


In multiple-channel interactions, for example voice and SMS, Agents can now instant-transfer and instant-conference the first media channel (voice). Previously, when a second media channel was added to an interaction, it was not possible to transfer the first media channel. (IW-7662)


Interaction Workspace no longer fails to respond and then write multiple messages to the log when an agent uses the Advanced Search feature to search the interaction history. Previously, in certain situatons, Interaction Workspace might fail to respond when an agent used the Advanced Search feature in the Contact History or My History views. (IW-7634)


The Reject button is displayed in the Outbound campaign interaction notification view only if the Outbound - Can Reject Record privilege is granted. Previsouly, the Reject button was always displayed and available in Rescheduled Record interactive notifications. (IW-7625)


The last agent who was added by a remote agent to a multiple-site voice conference is now notified when the call ends. Previously in this scenario, the last agent to be added to the conference by a remote agent was sometimes not notifed that the call had ended and the call might have become stuck. (IW-7593)


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Release Number 8.1.401.22 [10/31/13] – 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 no longer fails to respond when an agent clicks Mark Done on an e-mail interaction that is in a workbin and that has no Disposition Code set in environments where setting a disposition code is mandatory (interaction.disposition.is-mandatory=true). (IW-7526)


Interaction Workspace no longer loses connection with Universal Contact Server (UCS) when it tries to update the contents of an interaction. Previously in scenarios where multiple requests were sent to UCS in parallel, one of those requests might have been broken, which resulted in an action timeout. (IW-7523)


The interaction record in the contact database is now correctly updated when an agent creates a new contact or assigns an existing contact to an interaction that did not have an assigned contact when it was distributed to the agent. (IW-7520)


If an interaction that does not have an assigned contact is transferred from one agent to another agent, it is now possible for the second agent to create a new contact or assign an existing contact to the interaction. (IW-7518)


Agents can now insert a standard response into an SMS interaction that is created in the context of an inbound voice interaction which is assigned a Subject. Previously in this scenario, a selected standard response would not be inserted into the SMS message. (IW-7517)


HTML format tables that have an explicitly defined width attribute are now displayed correctly. Previously, HTML format tables displayed poorly if no width parameter was specified. (IW-7512)


Interaction Workspace now supports externally linked images that require the UserAgent attribute to be set in the HTTP Header. Previously, this HTTP header attribute was not set and some externally linked images were ignored and the placeholders where the images were supposed to be displayed, such as in table cells, were displayed as blank. (IW-7511)


In the Contact History Tree View, Interaction Workspace now sorts in chronological order the interactions that are contained in a single thread. Previously, the parent-child relationship was also considered in sorting and took precedence over the chronological order. As a consequence, a reply to a reply of an interaction might have been displayed before a second reply to the interaction, even though the second interaction was sent earlier. (IW-7382)


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Release Number 8.1.401.19 [09/26/13] – 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:


In the log.<log-level> configuration options, for example, log.Trace, you can now configure the path to the log file by using the following new field code: $Env.<X>$, where <X> is the name of any Environment variable that is defined in the operating system of the agent's workstation. (IW-7436)


A memory leak that occurred during the handling of an Outbound interaction in Pull Preview mode has been fixed. (IW-7428)


Agents can now correctly transfer social media interactions, such as Twitter or Facebook, that have been submitted during the handling of another interaction of a different type from the same contact. Previously, it was not possible to transfer a Twitter interaction that was created while the agent was processing an inbound e-mail interaction from the same contact. (IW-7425)


When an agent looks up a contact of an interaction that has attached data which contains a KVList, Interaction Workspace no longer writes an exception to the logs during the contact look-up procedure. (IW-7424)


After Interaction Server has switched to the backup server, agents can now correctly change the NotReady Reason of any eServices channel. Previously in this scenario, it was not possible to directly change the NotReady Reason of any eServices channel. As a workaround, agents had to switch from the NotReady Reason to Ready, and then switch from Ready to a different NotReady Reason. (IW-7421)


The application of Rich Text font size and type and the display of font size and type in the Rich Text Toolbar have been corrected and improved.

In the Rich Text Toolbar, Interaction Workspace now displays the font size and type of selected rich text as blank if the selected text contains mixed font sizes and types.

Also, font changes that are applied to selected text of mixed font size and types, are now applied as expected. Previously, it was not possible to change the font size and type of a selection of text that contained mixed font sizes and types when the selected font size or type was one of the two that were included in the selection.

Finally, in the Rich Text Toolbar, Interaction Workspace now correctly displays the font size and type of text, and new text that is entered in the following scenario:

Text with font size (or type) "A" is pasted at a cursor position where font size (or type) is "B".

Previously in this scenario, the font size (or type) that was displyed in the Rich Text Toolbar was "B", but any additional text that was entered was rendered with font size (or type) "A". (IW-7408)


Interaction Workspace now supports complex structures of <SPAN> tags in HTML formatted e-mail interactions. Previously, if complex structures of <SPAN> tags were used in an e-mail interaction, the interaction was displayed as plain text which could result in the incorrect display of tables and other formatting. (IW-7407)


Interaction Workspace now supports the Outbound Contact Server Do Not Call list feature, based on a field that you define. Interaction Workspace applies Do Not Call for a contact if the GSW_CUSTOMER_ID was in the outbound record. You must explicitly configure this feature as described in the Outbound Contact Server Deployment Guide. If GSW_CUSTOMER_ID is not found, Interaction Workspace applies Do Not Call only for telephone numbers, as was done previously. (IW-6166)


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Release Number 8.1.401.15 [08/01/13] – 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:


In a SIP Server environment, in scenarios where an agent transfers a conference call that already has three parties, the Interaction Bar now displays correctly for agents that are engaged in the conference after the transfer is completed. Previously in this scenario, the call control buttons were incorrectly removed from the Interaction Bar. (IW-7298)


Interaction Workspace now correctly handles incorrectly formatted nested tables in HTML formatted inbound e-mail interactions. Previously, nested tables in HTML formatted e-mail interactions were not displayed. (IW-7284)


If an agent is sending an outbound e-mail interaction that contains at least one attachment that is locked (in use) by another application (for example, Microsoft Excel), Interaction Workspace now displays a warning message to the agent that enables the agent to stop sending the interaction until the attached file is unlocked (closed) by the other application. This feature prevents the agent from sending a file that might have unsaved changes. Previously in this scenario, the file was not attached to the interaction and the text edited by the agent in the body of the e-mail was not properly committed, and the incomplete e-mail interaction was sent to the customer. (IW-7282)


The issue in which the first contact that is listed in the Favorites list might be dialed when an agent enters a particular number in the Team Communicator and clicks the Call icon has been fixed. Previously, when an agent typed a number that matched a subpart of the internal identifier of the favorite and clicked the Phone icon, the system dialed the first contact in the Favorites list, instead of the intended contact. If the agent pressed the Enter key, this issue did not occur. (IW-7251)


If a chat session is closed by the system while the corresponding Chat Interactive Notification is presented to the agent and before the agent accepts or declines the interaction, the Chat interaction is now correctly displayed on the agent's desktop. Previously, the interaction was displayed, but the Mark Done button was not. Because the Mark Done button was not displayed, the only way to close the interaction was to use the Force close this interaction feature. (IW-7243)


Agents can now correctly mark a call as Done in the following scenario:

  1. An agent accepts an inbound call.
  2. The agent transfers the call to a second agent by using a One-Step transfer and keeps the interaction window open.
  3. The second agent initiates a consultation call back to the first agent.
  4. After completing the transfer, the second agent marks the call as done.

Previously in this scenario, the first agent was not able to mark the call as Done. (IW-7222)


The Notepad for interactions is now correctly maintained during Two-Step transfers or One-Step transfers that are implemented by the Mute Transfer feature. Previously, any content that was added by the transferring agent prior to transferring the interaction was lost in these scenarios. (IW-7221)


The ampersand ("&") character is no longer removed from URLs displayed in the Case Information area. Previously, URLs were corrupted when the ampersand character was incorrectly removed. (IW-7220)


You now have to enable only the SMS - Can Use privilege to permit agents to use the SMS channel. Previously, the SMS channel would not be enabled for agents unless both the SMS - Can Use and Chat - Can Use privileges were set. (IW-7219)


In Nortel CS1000 or CS2000, and NEC Voice environments where the Place contains one DN of type Extension and one DN of type ACD Position, the Team Communicator now correctly displays the status of internal targets. Previously in such environments, if the target agent was functionally Not Ready (status reported on ACD Position) but the Extension DN was technically reported as Ready by Stat Server, in Team Communicator displayed the status of the agent as Ready instead of Not Ready. (IW-5569)


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Release Number 8.1.401.11 [07/03/13] – 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:


Text that is entered into the text field of outbound e-mail interactions is now correctly transmitted to the contact. Previously, an intermittent issue caused an internal "race condition" that resulted in the text that was entered by an agent to not be saved as the body of an outbound e-mail interaction. (ER# IW-6140)


In customized environments, set methods are now available for all fields of the Genesyslab.Desktop.Modules.OpenMedia.Model.InteractionManagement.IInteractionFilterConfigurationObject interface. Previously, the IInteractionFilterConfigurationObject interface contained only "getters", which prevented the overriding of the filter in chain-of-commands such as InteractionFilterSelected. (ER# IW-6057)


The attachments of an outbound e-mail interaction that has been resent from the Contact History archive are now correctly handled. Previously, the original attachments of the outbound e-mail selected in history archive were not attached to the resent e-mail interaction. (ER# IW-6052)


In SIP Business Continuity environments that have agents who are members of Outbound Campaigns, the status of Agents is now correctly displayed in the Interaction Workspace interface after a switch-over to the peer SIP Server. (ER# IW-6033)


You can now open the attachments of an interaction that is stored in the Contact History archive. (ER# IW-6029)


The Disposition Code selection is now displayed correctly in the Voice Interaction view in the instance of Interaction Workspace that is the destination of a multi-site T-Server transfer in environments where the destination T-Server assigns the same ConnectionID to the consultation and primary calls. (ER# IW-5896)


Several types of HTML formatted e-mail interaction parsing issues have been fixed. Previously, some types of HTML formatted e-mail interactions might have been displayed as blank in the E-mail Interaction view. (ER# IW-5894, IW-6130)


The left part of the Interaction window no longer appears empty after the left side is collapsed and the right vertical tab selection is changed. (ER# IW-5901)


In HA environments, Interaction Workspace now correctly resynchronizes with T-Server when a call is released during the switchover phase from the primary T-Server to the back-up T-Server that is configured by Hot Stand-by. Previously, the call could become stuck in Interaction Workspace, which required the agent to "force close" the corresponding window. (ER# IW-5798)


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Release Number 8.1.401.08 [06/14/13] – 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:


The interaction.disposition.is-read-only-on-idle configuration option now behaves as documented. Previously when this option was set to true, agents were incorrectly able to edit the disposition code of calls after the calls were released. (ER# IW-5851)


Control characters in hyperlinks in inbound e-mail interactions no longer cause the display of the e-mail interaction content to be blank. Previously, inbound e-mail interactions that contained hyperlinks that contained Control characters, such as 0x0B, were displayed as blank. (ER# 323746458)


The interaction.disposition.* configuration options now take effect immediately. Previously, the interaction.disposition.* options, and in particular the interaction.disposition.value-business-attribute option, did not take effect until the next interaction. The former behavior affected environments where these options were overridden by a Routing Strategy. In these environments, when an overwrite was defined for consultation calls by setting the TServer/merged-user-data TServer option to merged-over-main, the former behavior caused the overwrite to not be taken into account after a transfer was completed. (ER# 308409852)


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Release Number 8.1.401.06 [05/30/13] – 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 release contains the following new features and functionality:

Corrections and Modifications

This release includes the following corrections and modifications:


In SIP Business Continuity environments, the Stat Server connection now correctly initializes when the Interaction Workspace Connection tab in Genesys Administrator contains multiple Stat Servers that are not configured in Business Continuity and on which agents have read access. (ER# 323212730)

Note: Genesys recommends that you have visible to agents:


An agent who is granted SMS media only, who must enter a place at login, and is allowed to unselect SMS media at login, can now click OK in the login page when the place is entered. Previously in this configuration the agent was not able to click OK. (ER# 323168342)


A memory leak has been fixed for the internal Instant Messaging feature. (ER# 323146705)


Blank lines that are added by agents between paragraphs of text are no longer removed from an outbound e-mail interaction. Previously, Interaction Workspace automatically removed all blank lines from outbound HTML-formatted e-mail interactions. (ER# 323085091)


Agents can now correctly save new contacts when the Contact - Can Create privilege is assigned even if the Contact - Can Edit Contact privilege is not assigned. Previously in this scenario, if the Contact - Can Create privilege was granted to agents and the Contact - Can Edit Contact privilege was not, agents could not save a new contact. (ER# 323070741)


It is no longer possible for an agent to send an outbound e-mail interaction if the To field is empty. Previously in this scenario, an agent could clear the To field and send the e-mail interaction to the recipient name that was in the field before it was cleared. (ER# 323051293)


The new contact.myhistory-default-time-filter-main and contact.history-default-time-filter-main options enable you to specify the default position of the time filter slider in the Contact History and My History views. (ER# 323014256)

Section: interaction-workspace
Option Name: contact.myhistory-default-time-filter-main
Default Value: 1M
Valid Values: A value from the following list: All, 1M, 1W, 1D.
Changes take effect: When the application is started or restarted.
Description: Specifies which Time Filter is selected by default in the My History view when an agent accesses the main history data source.
Section: interaction-workspace
Option Name: contact.history-default-time-filter-main
Default Value: 1M
Valid Values: A value from the following list: All, 1M, 1W, 1D.
Changes take effect: When the application is started or restarted.
Description: Specifies which Time Filter is selected by default in the Contact History view when an agent accesses the main history data source.

When an agent is conducting multichannel interactivity (for example, writing a new e-mail interaction to a contact while talking to the contact on the voice channel) with a contact, Interaction Workspace now automatically adjusts the vertical size of the window as much as the display size will allow to minimize the need for scrolling and resizing the window.

The size and scrolling of the Disposition view has also been improved, especially in voice channel-only environments. (ER# 322990331)


In environments where SIP Server is configured to report the contact party as anonymous to meet privacy settings, Interaction Workspace now reports correctly the list of connected parties when the contact leaves a call during which the agent was coached by a supervisor. Previously in this scenario, the contact was still reported as a party on the coached call if the agent and the supervisor remained connected after the contact left the call. (ER# 322045886)


Interaction Workspace no longer displays an error message about Configuration Server disconnection when the application is started and addp is activated. (ER# 321964901)


There is no longer a compatibility issue that affects the eServices Facebook Direct Message plug-in. Previously, Facebook interactions could not be opened by Interaction Workspace 8.1.4. (ER# 321321926)


Statistics values are now correctly displayed in the My Statistics view. Previously, statistic values sometimes were not displayed. (ER# 321286851)


Tables are now correctly displayed in HTML formatted e-mail interactions. Previously in some HTML formatted e-mail interactions, only the heading row was displayed; the rest of the table, including table cell borders, was not displayed. (ER# 321032953)


The My History view now displays the Disposition Code for interactions that have been merged to a known contact. (ER# 320974803)


For ASM campaigns, the loading of Call Processing Ports has been optimized to prevent memory usage issues. Previously in this scenario in environments that have a very large number of call processing ports visible to agents, there was a large usage of CPU bandwidth and memory. (ER# 320490447)


The <ul> HTML tag is now correctly supported in HTML formatted interactions in Interaction Workspace. Previously, use of this tag without the corresponding <li> tags in HTML formatted e-mail interactions and in the History view might have caused some of the content of the e-mail interaction to not be displayed. (ER# 320402662)


In the My Team Workbin/Queue view, if a supervisor/Team Lead selects multiple interactions that have different attributes configured as editable, the editable attributes of all of the selected interactions no longer become the same as the first interaction that is selected. Previously in this scenario, and even if one or more of those attributes was not configured to be editable in some of the interactions in the selection, the editable attributes became the same as that of the first interaction that was selected. (ER# 320381775)


You can now set the start and end date and time of interactions by using either the time of Universal Contact Server or the local time of the agent workstation. Use the contact.ucs-interaction.<media-type>.use-server-date to specify this property for each media type. If this option is not specified or is set to false, the following default behavior is used: the StartDate and EndDate properties are set by using the clock of Interaction Server or UCS when the Creation or Termination of the interaction is done by the Business Process (such as inbound e-mail creation or outbound e-mail termination) and is set by using the Interaction Workspace workstation clock when the operation is done by an agent (such as create new or reply to an outbound e-mail interaction or mark as Done an inbound e-mail interaction). (ER# 320318727)

Section: interaction-workspace
Option Name: contact.ucs-interaction.<media-type>.use-server-date
Default Value: false
Valid Values: true, false
Changes take effect: When the application is started or restarted.
Description: Specifies for the specified <media-type> whether Interaction Workspace sets the start and end dates of interactions by using the time of the local agent workstation, or uses the date and time specified by Universal Contact Server (UCS) when it creates or updates an interaction record in UCS. Use this option as a template and modify its name by replacing the <media-type> by an actual media type that is defined in Management Framework.
Note: Depending on which UCS version you are using, setting this option to true might generate an additional request to UCS when Mark Done is set.

In environments where it is mandatory for an agent to set a Disposition Code for each interaction, when an agent who is handling a voice call in Interaction Workspace uses a hard phone to initiate a voice consultation to another agent who is also using Interaction Workspace, the interaction window of the second agent is no longer blocked by a prompt to set a Disposition Code. (ER# 320042256)

Limitation: In this scenario, the second agent still does not have access to set the Disposition of the interaction. Use Interaction Workspace instead of the hard phone to trigger the consultation.


Interaction Workspace no longer has a memory leak in the following scenario: a supervisor/Team Lead executes a new operation on interaction(s) in a Workbin/Queue while a previous bulk operation is still in progress. (ER# 319927133)


The performance of the e-mail interaction text editor has been improved. Previously in some environments, there was a noticeable lag between when a key was pressed and when the text was displayed in the view. (ER# 317522196)


You can no longer uninstall InteractionWorkspace.exe while the Interaction Workspace application is running. If you attempt to do this, a message is displayed to warn you that Interaction Workspace is running and cannot be upgraded until the application is stopped. Restart Interaction Workspace after reinstalling. Previously, it was possible to upgrade Interaction Workspace while the application was running. This action could cause the application to be removed after the system was restarted. (ER# 315653995)


By using the new outbound.call-result-automatically-selected option, you can now specify the default call result for Outbound voice calls. Previously, if no call result was explicitly set by an agent who marked the call as Done, the default value was set to the value that was attached to the call when it was made. This value is usually Unknown Call Result. (ER# 314592255)

Section: interaction-workspace
Option Name: outbound.call-result-automatically-selected
Default Value: ""
Valid Values: Any available call result value.
Changes take effect: At the next interaction.
Description: Specifies the call result to be selected by default for outbound records. The specified call result must be defined by the values that are specified for the outbound.call-result-values option. If set to an empty value, the current call result of the outbound record is selected, or unknown is selected if there is no current value.

It is now possible to configure Interaction Workspace so that an inbound e-mail interaction that was pulled from a shared workbin is automatically placed into the personal 'in progress' workbin of the agent when the agent clicks Reply or Reply All. Previously in this scenario, the e-mail interaction was moved back to the shared workbin. (ER# 310511548)

Section: interaction-workspace
Option Name: email.move-inbound-to-in-progress-workbin-on-reply
Default Value: false
Valid Values: true, false
Changes take effect:
Description: If the value of this option is set to true, when an agent replies or replies-all to an inbound e-mail interaction that is stored either in a personal in-progress or a shared workbin or in the Contact History, the inbound e-mail interaction is moved to the workbin that is configured as the in-progress workbin (refer to the workbin.email.in-progress option).

Interaction Workspace now enables agents to handle SMS interactions that are written in a language that is different from the language that is set for their environment. Previously Interaction Workspace supported only SMS written in the language of the system locale of the agent's workstation. (ER# 305164112)


You can now configure Interaction Workspace so that Interaction Workspace SIP Endpoint unregisters from SIP Server and stops when the agent manually logs off from the voice channel. Use the sipendpoint.exit-on-voice-logoff option to control the behavior of this feature. (ER# 304682273)

Section: interaction-workspace
Option Name: sipendpoint.exit-on-voice-logoff
Default Value: false
Valid Values: true, false
Changes take effect: At next Log Off operation or at next login.
Description: Specifies whether Interaction Workspace SIP Endpoint is unregistered and stopped if the voice channel is logged off manually by an agent. If the value of this option is set to true, the corresponding voice DN is also unregistered from SIP Server and therefore Interaction Workspace does not get notifications of any activity that occurs on it. If an agent manually Logs On to the voice channel, the corresponding DN is registered again and Interaction Workspace SIP Endpoint is restarted.

When the Contact area is adjusted to its minimal size, the Contact History view now correctly displays the content of the drop-down lists. (ER# 290588929)


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Release Number 8.1.400.24 [04/01/13] – 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 release contains the following new features or functionality:

Corrections and Modifications

This release includes the following corrections and modifications:


In SIP Server environments, the party description of an internal call is now displayed correctly in the interaction window. Previously, Unidentified was displayed instead of the DN or ID of an internal caller when SIP Server sent EventPrivateInfo to notify about greeting messages. (ER# 319207302)


A warning message is now displayed if an agent attempts to resend an e-mail interaction that cannot be resent. Previously in this scenario, no error message was displayed to the agent if the Resend operation failed for any reason. (ER# 318934255)


If the response time of Universal Contact Server is slow, the Voice Interaction window no longer fails to respond at the end of the call if the value of the voice.mark-done-on-release option is set to true, or if an agent clicks Mark Done. (ER# 318779521)


It is now possible to scroll the list of Push URL entries even if the list is very long. (ER# 318292647)


The content of draft e-mail interactions is now correctly preserved and blank lines are not doubled if an e-mail interaction is placed into a workbin and then re-opened. Previously, if you opened a previously saved outbound e-mail interaction from the Draft Workbin, all blank lines were doubled and the default font was applied to the doubled lines instead of the font that is selected for the interaction. (ER# 318213948)


In Session Mode, Interaction Workspace now correctly displays the first message of an SMS interaction. Previously in this scenario, the first message of an SMS session might not have been displayed when the SMS Session interaction window was opened. (ER# 318108364)


In Microsoft Windows XP environments you can now open attachments that contain the colon character (:) in the file name. (ER# 317900394)


The display of interactions in the Workbin view is no longer corrupted when another application, such as Genesys iWD, pulls and re-adds multiple interactions that contain non-string fields (for example, integers or KVList of binaries) from the Interaction Workspace workbins. (ER# 317842920)


On Avaya TSAPI switches, agents can now resume their original call after they put a consultation party on hold. Previously in this scenario, the agent could not reconnect to the original party while the consulting party was on hold. (ER# 317449730)


You can now correctly remove a Cc address and replace it with a different address. Previously, if a Cc address was added to an outbound e-mail interaction and then removed and replaced by a new address, the removed Cc address might be restored. (ER# 317387855)


The Main Window is no longer truncated when the Contact Directory view is resized or maximized. (ER# 317146058)


IM messages are no longer lost when an agent initiates an IM session by using a Routing Point with a strategy. Previously in this scenario, messages that were sent by an agent before the session was started at the destination were missing. (ER# 317145792)


The Main Window Always On Top option now works correctly. Previously, the Main Window would not remain the topmost window if an agent made a voice call, opened the Key Pad from the Main Window Interaction Bar, and then entered numbers by using the number pad. (ER# 316959932)


The Contact Information tab now correctly displays all of the attributes that are defined by the contact.displayed-attributes option. Previously, a maximum of 15 attributes could be displayed. (ER# 316959826)


If the Agent object is modified in the Configuration Layer by another application during an active Interaction Workspace agent session, the settings of the Agent object are now correctly stored when the agents log out. (ER# 316085151)


Interaction Workspace no longer fails to respond if an Outbound record of a stopped campaign is rescheduled or if Outbound Contact Server is down when an agent commits the reshedule. Now the Interaction Window closes after a timeout and an error message is displayed to the agent as an interactive notification informing the agent that the reschedule request was ignored. (ER# 315403291)


If an agent sets a Not Ready Reason status while handling a call, and then single-step transfers the call to another target, the Not Ready Reason status remains set. Previously in this scenario, the agent's state was incorrectly set to Not Ready. (ER# 315152351)


The Corporate Favorites sample XML code (Procedure: Creating Corporate Favorites) in the documentation wiki no longer contains the following Mediawiki tag in the sample code: <source lang="xml">. Previously, if you attempted to use this sample with the Mediawiki tag in the code, the sample code did not work. (ER# 314819975)


If the value of the voice.auto-answer option is set to true, a second incoming call that is received by an agent while he or she is still handling the first incoming call is no longer automatically answered. The second call is presented as an interactive notification to enable agents to preview it and answer it manually. Previously, the second incoming call was automatically answered and the first call was automatically put on hold. (ER# 314756268)


In the E-mail Interaction window, the horizontal scroll bar is now displayed if an e-mail interaction contains content, such as a wide table, that exceeds the width of the text area. (ER# 314756207)


For Reporting purposes, Reason codes are now correctly removed when an agent changes status from a Not Ready Reason state to the Ready state. (ER# 314592232)


In the following scenario, the My Workbins view now correctly displays interactions: an agent who is using the Gadget view and opens the My Workbins view and then the My Channels view, then logs out of the e-mail channel and logs back in to the e-mail channel. Previously in this scenario, the My Workbins view stopped displaying e-mail interactions. (ER# 313750358)


The Chat — Can One Step Transfer privilege is now correctly applied. Previously, this privilege was ignored and granting the Chat — Can One Step Conference privilege was required to enable one-step transfers. (ER# 313619700)


E-mail interactions that contain recursive SPAN tags no longer cause Interaction Workspace to consume a large quantity of memory or to fail to respond. However, in scenarios that have a very deep SPAN hierarchy, the e-mail interaction might still take several seconds to be displayed. (ER# 313443419)


The option to coach an agent is no longer displayed to agents who are configured as Team Leads unless the Can Coach role privilege is first assigned to the Team Lead agent. (ER# 312864501)


Clicking hyperlinks in HTML formatted e-mail interactions now works correctly. Previously, clicking or Ctrl-clicking on a hyperlink did not open a browser window and navigate to the link location. (ER# 311202915)


Outbound records of the same chain that have the same phone number are now displayed as two distinct items in the Chain Record display with the phone number type indicated to differentiate between the two records. (ER# 310889096)


Agent Groups are no longer displayed in the Team Communicator search results if Agent Groups are not specified by the value of the teamcommunicator.list-filter-showing option. Previously, even if Workspace was configured to not display Agent Groups, Agent Groups that were modified in the Configuration Layer during an agent's session were displayed in the Team Communicator seach results. (ER# 310889012)


The Standard Responses view now opens after a single click of the Responses button. Previously in some environments, the Responses button had to be clicked more than once to open the Standard Responses view. (ER# 310802351)


The History tab no longer displays two Open buttons if the value of the email.pull-from-history-isenabled option is set to true. (ER# 310769711)


Agents can now correctly assign an interaction to an existing contact in the Contact Database when they are granted the Contact - Can Assign privilege. Previously, agents could only perform this action if the Contact - Can Edit Contact privilege was assigned to the agent. (ER# 310681562)


The Send Interim Reply function now behaves correctly and no longer fails with a NullReferenceException message. Previously, when the Send Interim operation was executed on a reply outbound e-mail interaction while the parent inbound e-mail interaction was already terminated, the Send Interim operation might have failed and an interaction was moved from an agent's Drafts Workbin to a team Workbin, an interim reply was not sent and an exception was generated. (ER# 310250953)


In the Main Window, the Contact tab is now displayed correctly after the window is reduced to the minimum allowed size and then maximized several times. Previously in this scenario, the bottom of the Main Window was partially cut off. (ER# 309588781)


The Interaction Workspace Instant Transfer (or Complete Transfer) action is now correctly available and is presented as an Active Consultation. Previously in some environments, the Instant Transfer (or Complete Transfer) action sometimes was not available in the Team Communicator for some agents who were actively involved in a consultation. (ER# 308898659)


The sounds.preloadfiles option has been added to enable Interaction Workspace to pre-load specific audio files to ensure that there is no lag between the event that triggers a request to play a sound and the playing of the sound. Previously, a ringtone might have been played after a call was automatically answered rather than when the call was automatically answered because of the delay that was caused by the loading of the file. (ER# 308492581)


The IM Interaction window now displays correctly. Previously, in some environments, the bottom half of the IM Interaction window was not displayed. (ER# 307761178)


The Display Name of a Business Attribute value that is configured to render a key-value pair as an enum is now correctly used in the Case Data tab of an interaction that is selected in a workbin in the My Workbins view. Previously, the Name attribute was used instead. (ER# 306861393)


Interaction Workspace no longer closes the interaction window and discards unsaved edited attributes if an agent edits contact information while handling an interaction and clicks Mark Done before saving the contact information and before completing any blank mandatory fields. Agents are now prompted to save the edited attributes before the interaction window is closed. Previously in this scenario, Interaction Workspace prompted the agent to complete the mandatory fields, but closed the interaction window and discarded all edited attributes. (ER# 302968395)


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Release Number 8.1.301.24 [08/09/13] – 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 or modification:


The issue in which the first contact that is listed in the Favorites list might be dialed when an agent enters a particular number in the Team Communicator and clicks the Call icon has been fixed. Previously, when an agent typed a number that matched a subpart of the internal identifier of the favorite and clicked the Phone icon, the system dialed the first contact in the Favorites list, instead of the intended contact. If the agent pressed the Enter key, this issue did not occur. (IW-7359)


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Release Number 8.1.301.23 [04/18/13] – 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:


In SIP Server environments, the party description of an internal call is now displayed correctly in the interaction window. Previously, Unidentified was displayed instead of the DN or ID of an internal caller when SIP Server sent EventPrivateInfo to notify about greeting messages, and SIP Server was not configured to populate the ANI for internal calls. (ER# 320849515)


If the response time of Universal Contact Server is slow, the Voice Interaction window no longer fails to respond at the end of the call if the value of the voice.mark-done-on-release option is set to true, or if an agent clicks Mark Done. (ER# 318779521)


An issue in the connection set-up to Stat Server has been fixed. Previously, if Interaction Workspace failed to register to Stat Server correctly, Interaction Workspace could not use Stat Server data and was not able to determine whether an agent was already logged in from a different workstation and was not able to display metrics in the Statistic Gadget. (ER# 316862365)


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Release Number 8.1.301.20 [02/07/13] – 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:


The correct From address is now selected as the default address From drop-down selector when an agent replies to an e-mail interaction. (ER# 315176793)

Previously, the From drop-down selector in step 4 was incorrectly selected with the alpha-numerically first From address instead of the address that was used in the inbound e-mail in the following scenario:

  1. An inbound e-mail was received from a contact.
  2. An agent replied to the inbound e-mail. The default e-mail address choice was correctly specified in the From drop-down selector.
  3. The contact replied to the reply e-mail from the agent.
  4. An agent replied to the second e-mail from the customer. The alpha-numerically first reply e-mail address choice was incorrectly specified instead of the correct e-mail address in the From drop-down selector.

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Release Number 8.1.301.18 [01/24/13] – 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:


The Contact History view can now handle HTML-formatted e-mail interactions that have incorrectly coded content, such as unclosed hyperlinks. Previously, malformed HTML-formatted e-mail interactions could not be displayed and an error occurred. (ER# 314680713)


The Interaction Workspace Main Window now behaves as expected when you maximize, minimize, and restore the view. Previously, the Contact Details tab might have been cut-off if the Main Window was maximized before Interaction Workspace was closed and restarted. (ER# 314242876)


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Release Number 8.1.301.17 [12/21/12] – 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 corrections and modifications:


Interaction Workspace no longer becomes temporarily unresponsive when an agent views a particular e-mail in the Contact History. Previously, the display of some outbound e-mails generated by Genesys Agent Desktop did not display in the History detail view of Interaction Workspace, and caused the whole history of the contact to become unreadable until the History view was refreshed. (ER# 314049559)


Interaction Workspace no longer consumes a large amount of memory when it cannot connect to the backup SIP Server due to a SessionID mismatch between the primary and backup servers. Previously, if SIP Server was configured in Hot Standby and an HA Session ID mismatch occurred, Interaction Workspace memory increased constantly until an out-of-memory situation occurred and Interaction Workspace ended unexpectedly. (ER# 310843119)


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Release Number 8.1.301.16 [12/06/12] – 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 corrections and modifications:


Interaction Workspace is now able to anticipate the loading of audio files that are used to play audio alerts as well as pre-initializing the Media Player that is used to play them. Sound are now played quicker in critical situations, such as during the auto-answering of calls. The list of pre-loaded files is configured by using the interaction-workspace/sounds.preloadfiles option. Previously, when Media Player was slow to initialize, the ringtone sometimes played several seconds after the call was answered, which resulted in an agent being connected to a contact without having been notified that the call had started. (ER# 313517763)


In the Workbin view, custom Interaction attributes are now displayed in columns when new interactions are placed in workbins. Previously, in environments where Interaction Server 8.1.2 was installed, when an agent or the Business Process placed an interaction in an agent workbin or a group workbin, the columns that contain custom attributes were not updated until Interaction Workspace was restarted. (ER# 312865380)


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Release Number 8.1.301.15 [11/28/12] – 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 corrections and modifications:


The default web browser is now launched if an agent clicks or Ctrl-clicks a hyperlink in the body of an inbound e-mail. Previously in this scenario, a web browser was not launched. (ER# 311954685)


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Release Number 8.1.301.14 [11/14/12] – 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 corrections and modifications:


When an agent who is on a call with a contact makes a consultation call to another agent and that consultation is monitored or recorded (netann mode), the Instant Transfer/Conference control is no longer displayed in the Consultation Control toolbar and the Complete Transfer/Conference operation can now be executed from the Contact Call toolbar. Previously, when the consultation was monitored or recorded (netann mode), the Instant Transfer/Conference control was displayed in the Consultation Call toolbar, which attempted to execute a singleStep Transfer/Conference, which failed. (ER# 316814856)


The Disposition Code tab is now displayed for calls that are conferenced to an agent while the agent is being monitored (supervised). Previously in this scenario (if the value of the interaction.disposition.is-mandatory option is set to true) the conferenced agent could not mark the interaction as "Done," the type of the call was set to "Consultation", and the disposition code could not be set. (ER# 311806373)


Agents are no longer aware that they are being silently monitored. Previously, the caller name was changed to "Unidentified" or the name of the supervisor/team lead was displayed if the contact hung up the call first. (ER# 309719450)


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Release Number 8.1.301.12 [11/09/12] – 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 corrections and modifications:


The general.configuration-update-notification option in the interaction-workspace section now works correctly, and the specified type of notification only is registered. Previously, any value other than All did not work. All notification types were always registered. (ER# 311601814)


In systems where the Contact feature is enabled, Interaction Workspace no longer becomes temporarily unresponsive if it displays an interaction window when the connection to Configuration Server times out. Previously, some objects, such as Business Attribute Values, were not correctly cached. In this scenario, and in particular during the display of interaction windows, unnecessary requests were sent to Configuration Server, resulting in Interaction Workspace becoming temporarily unresponsive if Configuration Server was slow to respond. (ER# 311601791)


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Release Number 8.1.301.11 [10/25/12] – 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 corrections and modifications:


In Grid View, the Assign-to-Contact and Merge Contact functionalities now work correctly. Previously, when the agent found the contact by using the Search, the Contact Information pane was empty and neither the Assign nor the merge action could be completed. (ER# 310511501)


In Cisco T-Server environrments, Interaction Workspace now supports multi-party conferences. Previously, a maximum of three parties were supported. (ER# 309311391)


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Release Number 8.1.301.10 [09/27/12] – General (Under Shipping Control)

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 release is under shipping control. This release contains the following new features or functionality:

  • It is now possible to configure the scope of monitoring for voice interactions in environments that use SIP Server. (ER# 308873701)
    Section: interaction-workspace
    Option Name: teamlead.monitoring-scope
    Default Value: call
    Valid Values: call, agent
    Description: If the value is set to call, the supervisor remains on the call until it is finished. This mode enables barge-in. If the value is set to agent, the system disconnects the supervisor automatically from the call when the monitored agent leaves the call. This mode does not enable barge-in.
  • Corrections and Modifications

    This release includes the following corrections and modifications:


    Interaction Workspace now correctly loads the corporate-favorite file. Previously, the loading of the corporate-favorite file might have failed in some hardware and operating system configurations, such as Windows 7 64-bits on quad-core workstations. (ER# 309719550)


    Two-step transfers and two-step conferences now are completed correctly when an agent opens, and keeps open, the Team Communicator to complete the transfer or conference before the target answers the consultation. Previously, if an agent started a two-step transfer or conference, then opened the Team Communicator to get prepared to complete the transfer or conference before the target answered the consultation, and then the destination identifier was updated by the system (for example, changing it from a routing point to an agent DN), the transfer or conference was not completed. (ER# 309506326)


    The interaction.case-data.enable-url-preview option is now correctly taken into account when the value is set to false. It now prevents URLs from being previewed. Previously, when a URL was formatted by using the explicit HTML tags, a URL was previewed whether the option value was set to true or false. (ER# 309311320)


    When Interaction Workspace SIP Endpoint is used in a Business Continuity (Disaster Recovery) environment, the Mute and Volume controls are now available after a switchover to the peer site. (ER# 307957853)


    All Corporate Favorites that are assigned in the XML file that is specified by the teamcommunicator.corporate-favorites-file option are now correctly displayed in the Team Communicator of interaction windows. Previously, Corporate Favorites that were assigned by an XML file were displayed only in the Main Window. (ER# 307926009)

    Note: It is not possible to override, by using a Routing Strategy, the Corporate Favorites that are assigned from the XML file in the <teamcommunicator.corporate-favorites> tag. Overriding by using a Routing Strategy applies only if Corporate Favorites are assigned by using Management Framework.


    On systems that use a Cisco switch, the new party is displayed in the interaction window if the agent clicks Complete Conference before the consultation party answers the call request. Previously, the new party was not displayed in this scenario. (ER# 307848952)


    The Global Status menu tooltip now correctly displays the Not Ready Reason if a Not Ready Reason Code is specified by the agent. Previously, when the Voice media was the only media that was logged on and a Not Ready Reason code was specified, the Not Ready Status was displayed in the tooltip but not the Not Ready Reason. (ER# 307170984)


    Line spacing and layout of e-mail interactions that use HTML formatting are now correctly displayed in the e-mail interaction when it is displayed in the e-mail reader application of the recipient. Previously, the line-spacing and layout of the e-mail in the e-mail reader of the recipient might not have exactly matched the line spacing that the agent specified in the Interaction Workspace E-mail Interaction window. (ER# 307091284)


    Placing a new call by using the Team Communicator no longer causes the Interaction Workspace application to consume 100% of the CPU. Previously, if an agent placed a call with a number that contained a "*" character and then placed several other calls which pushed the call containing the "*" to the end of the Recent Calls list, Interaction Workspace started to consume 100% of the CPU and required an application restart to clear the issue.(ER# 307005961)


    Interaction Workspace now correctly displays HTML formatted tables in the E-mail Interaction window and the History view Details tab. Previously, not all HTML formatted tables were parsed correctly, which caused them to be displayed incorrectly or not at all. (ER# 306776875)


    If the Message Broadcasting feature is activated and the value of the SIP Server sip-enable-call-info option is set to true, the Interaction Window of monitored calls now correctly closes at the end of the call.

    Also, the Stop Recording button is no longer displayed to agents that are not granted the Voice Recording privilege. Previously, when a supervisor, who was monitoring an agent call, started a recording, the agent was allowed to stop the recording even if the agent was not granted the recording privilege. (ER# 306638789)


    It is now possible to upgrade Interaction Workspace to 8.1.3 by using ClickOnce on a Workstation where release 8.1.2, or earlier, was installed by using ClickOnce. Select the "64-bits deployment mode" option in the Interaction Workspace Deployment Manager. When this option is validated, the upgrade is permitted; however, the deployment is 64-bits ready instead of being forced to 32-bits, which results in higher memory consumption on 64-bits operating systems. (ER# 306600352)


    Interaction Workspace now correctly displays e-mail interactions that contain empty font families in the <FONT face=""> tag by ignoring the tag. Previously in this scenario, the content of the e-mail interaction was not displayed in the Contact History view. (ER# 305466666)


    Extensions or plug-ins that implement the IInteractionControlExtension interface are now compatible with Interaction Workspace 8.1.3. It is no longer necessary to update extensions or plug-ins to implement new methods that are added within the interface. (ER# 306520059)


    You can now configure the value of the broadcast.dn option with multiple communication DNs from various switches to enable an agent to receive messages from multiple sources. This feature applies mainly to SIP Business Continuity environments. (ER# 305172660)


    Several accessibility issues that are related to screen reader compatibility were solved for this release of Interaction Workspace, including the following issues:

    (ER# 304386284)


    When an agent clicks Reply to create a reply e-mail interaction, the last-used font is no longer applied by default to the quoted text in the Reply E-mail Interaction window if the inbound e-mail interaction does not contain explicit font settings. Now the correct default font is applied. (ER# 304176503)


    Text that contains accents (diacritics) that is copied from a Microsoft Word ".docx" document and pasted into the Interaction Workspace e-mail editing view no longer displays XML tags or partial XML tags. (ER# 304094271)


    The Inbound E-Mail Interaction window now correctly displays the CC field and the Reply to All button if any fields of the e-mail message contain folded addresses. Previously, folded address lists were not parsed correctly. (ER# 302461305)


    Standard Responses that specify the current date as the start date defined in Knowledge Manager are no longer displayed as "not valid" or "expired". Previously, you had to specify the start date as at least one day before the current date to enable a Standard Response for the current day. (ER# 302229230)


    The Team Communicator in the Main Window and Gadget toolbar is now cleared automatically if an agent's action triggers the creation of a new interaction for a target in the search results. Previously, the text that the agent entered into the Team Communicator text field was not cleared and the agent had to manually delete it or replace it. (ER# 298512445)

    The behavior of the Team Communicator is controlled by the following configuration option:

    Section: interaction-workspace
    Option Name: teamcommunicator.always-clear-textbox-on-new-interaction
    Default Value: true
    Valid Values: true, false
    Description: If the value is set to true, the Team Communicator text field is cleared when a new interaction is started from the Team Communicator search results. If the value is set to false, the Team Communicator text field keeps the selected search results text when a new interaction is started from the Team Communicator search results.

    SMS messages that use the Cyrillic character set or other character sets that require ucs-2 encoding are now correctly encoded. Previously, extra encoding was applied to those characters when they were sent to SMS Gateway. (ER# 297907622, 306560881)


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    Release Number 8.1.300.17 [07/31/12] – General (Under Shipping Control)

    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 release is under shipping control. This section describes new features that were introduced in this release of Interaction Workspace.

    Corrections and Modifications

    This release includes the following corrections and modifications:


    You can now remove addressees from the Carbon Copy (CC) list in a Reply-All e-mail interaction. Previously, if you removed CC addressees from the CC list, either by clicking X or by manually deleting the addressees from the CC list, the e-mail interaction was sent to the removed addresses. (ER# 303863636)


    The intercommunication.voice.routing-based-actions option now behaves as specified in the Application template. Previously, the option value content was ignored and the default value was applied. (ER# 303021115)


    When the default font size and style for outbound e-mail interactions are set, the style information is now correctly saved in the HTML part of the outbound e-mail interaction body. (ER# 302461012)


    Interaction Workspace no longer displays "ANI" as the destination party of an outbound call. Previously, "ANI" might be displayed in some Aspect switch environments, or when a predictive call was delivered to an agent from SIP Server. (ER# 302140035)


    In SIP Server environments it is now possible to switch from "barge-in" to silent monitoring in environment where AgentID and DN have different numbers. (ER# 302126165)


    The From field of the inbound E-mail Interaction window can now be localized. Previously, this field displayed in US-English. (ER# 301890981)


    Interaction Workspace now correctly handles the registration lifecycle of the Stat Server metrics that are used to populate the information about the availability of Queues and Routing Points in Team Communicator. Previously, each time a queue or a routing point was displayed in the Team Communicator control of an interaction window, a corresponding statistic was registered into Stat Server but not unregistered when the control was closed. This led to a large number of concurrent statistic registrations if there was a frequent display of queues or routing points in the Team Communicator. This scenario could result in high CPU consumption. (ER# 301305103)


    If the email.from-address option value is set to $EMAILSERVER$, Interaction Workspace now correctly sets the from address of outbound e-mail interactions to correspond with the address option of the correct E-Mail Server Java (ESJ) account. Previously, Interaction Workspace used the mailbox option of the ESJ account. (ER# 301075709)


    Interaction Workspace now correctly sets the GSW_TREATMENT protocol-key, even if it is not configured to be distributed to agent workstations by Outbound Contact Server. (ER# 300638854)


    Interaction Workspace now correctly displays Standard Response Favorites after one of the standard responses that is marked as a Favorite by an agent has been removed from Universal Contact Server by an administrator. (ER# 300450421, 293129051)


    Interaction Workspace now operates correctly after it switches over to back up Interaction Server Proxy. Previously, some media might have remained out-of-service after switch-over. (ER# 300381576)


    It is now possible to update an outbound contact record after a call is dropped, either by the agent or the contact, and then the call is redialed. Previously, if the agent redialed the contact from the drop-down menu in the list of call parties, it was not possible to update the outbound record. (ER# 299765230)


    The memory footprint of Interaction Workspace has been greatly decreased in environments where the quantity of information that is downloaded from Management Framework is a limiting factor. This typically occurs if one of the values of the teamcommunicator.list-filter-showing option is Agent. (ER# 299688471)


    Case information is now displayed correctly in the Workbin view if the structure of the case information is defined for each interaction by a Transaction object. This scenario applies only if the user data of the interaction is synchronized in the Universal Contact Server database. (ER# 299420526)


    The new assign-contact feature enables agents to correctly assign voice interactions to contacts that were not initially associated with the interaction. (ER# 299396452)


    Interaction Workspace now communicates in Unicode with Universal Contact Server, enabling the support of multilingual e-mail interactions and Standard Responses in a single environment. (ER# 299095895)


    Login to the voice channel no longer fails after an agent has logged in to Interaction Workspace, without initially logging in to the voice channel. (ER# 299064364)


    When inserting Standard Responses that contain field codes that are related to Contact Attributes, Interaction Workspace no longer displays NULL in the inserted content. (ER# 298822182)


    In the Workbins view, column labels that contain underscores are now displayed correctly. Previously, the underscore characters were translated into access-keys. (ER# 298690183)


    Interaction Workspace now initializes properly if a configured custom Interaction History column has the same name as a column that is used internally by Interaction Workspace, such as TypeId or SubTypeId. Previously in this scenario, agents could not log in to Interaction Workspace. (ER# 298649165)


    Interaction Workspace does not fail to respond and then close unexpectedly when it displays an e-mail interaction that contains a very complex structure of nested <SPAN> tags—for example 600 Kb of <SPAN> tag content. However, you might still experience delays of up to 20 seconds to display e-mail interactions in this scenario. (ER# 297519400)


    Dates are now correctly displayed in local time when an agent applies a search in the My History or Contact History views. Previously in this scenario, dates were displayed in UTC. (ER# 297010082)


    The AssignedTo column can now be configured in the Workbin view. (ER# 296883697)


    Interaction Workspace now maintains the "always on top" behavior of the Main Toolbar. Previously, certain sequences of window-maximize, -minimize, and -restore caused the main toolbar to be displayed behind other window elements. (ER# 296568127)


    Interaction Workspace now interoperates correctly with SMS Server 8.1.0. Previously, inbound SMS messages were presented without their text content, and outbound reply SMS were rejected by SMS Server because mandatory keys were missing. (ER# 296443851)


    Interaction Workspace no longer closes unexpectedly when the Team Lead privilege is enabled. Previously, the following additional privileges had to be granted to ensure that the Team Lead privilege worked:

    (ER# 296125837)


    The call duration is now set to the correct value in the Contact History when the voice.mark-done-on-release option is set to true. Previously in this scenario, the call duration was set to 0 in Universal Contact Server. (ER# 295087763)


    Interaction Workspace now supports SIP Authentication through the Interaction Workspace SIP Endpoint. Agents must enter their SIP password in second login view. To configure this feature, set the login.voice.prompt-dn-password and sipendpoint.authenticate-with-dn-password options to true. (ER# 294982636)


    It is now possible to configure distinct custom column lists for Contact History and My History views. Previously, custom columns were applied to both views. (ER# 294934924)


    Interaction Workspace no longer attempts to create a duplicate interaction records in the Contact History when a new reply e-mail interaction is created. (ER# 294916371)


    Agents that join a conference that is being monitored are now notified that the call is being monitored. Previously, agents joining a monitored call through a conference were not notified that the call was being monitored. (ER# 294635329)


    If the login.enable-place-completion option value is set to false, Interaction Workspace displays an error message when an agent enters an invalid Place name. Previously in the login window, if an agent entered an invalid Place name and pressed Enter, Interaction Workspace did not notify the agent of the issue when login failed. (ER# 294472767)


    A pinned queue statistic in the Statistics Gadget is now correctly restored at the next login session. (ER# 293970961)


    Switching to the back-up Interaction Server no longer causes workbin content to become unavailable. (ER# 293512833)


    Team Supervisor monitoring and coaching of agents is now supported in a multi-SIP Server environment. (ER# 293268780)


    Interaction Workspace no longer displays an alert message that states that the destination is not ready during the completion of a dual-step transfer on the Nortel CS 1000/2000 switch. (ER# 292777301)


    The colors of chat-client prompts in the Contact History Details view now correctly correspond to the colors that are specified by the chat.other-agent.prompt-color and chat.client.prompt-color options. Previously, the application of these options was reversed. (ER# 292510435)


    When the OwnerId value is specified for the contact.history-displayed-columns-treeview option in the interaction-workspace section, the Processed By column in the tree view now displays the user name instead of the owner ID. (ER# 292256721)


    The My History view no longer fails to display custom business attributes if the contact.history-displayed-columns option contains custom business attributes. The contact.myhistory-displayed-columns option now controls the display of columns and custom business attributes in the My History view. (ER# 292025884)


    Searching the contact history based on an attached data attribute that is specified in the contact.history-search-attributes option now returns the correct results. Previously, the attached data was not searched. (ER# 291906296)


    A "phantom" consultation is no longer displayed in the interaction window when an agent accepts a transferred Facebook or Twitter interaction for which he or she was previously the target. Previously, if a phantom consultation was displayed in the interaction window, the Note and Disposition tabs were not displayed. The agent could not end the phantom consultation without using the Force Close this Case function, or without closing and restarting Interaction Workspace. (ER# 291727020)


    The display-format.customer-name-format option in the interaction-workspace section can now contain Interaction.AttachedData attributes, as stated in the Interaction Workspace 8.1 Deployment Guide. Also, this option can now be overridden by a routing strategy. (ER# 291298238)


    Interaction Workspace no longer sends RequestInsertInteraction twice to Universal Contact Server (UCS) for the same interaction. Now a combined request is sent to UCS for disposition with CaseId and BundleId. (ER# 290662186)


    Single-step transfers now work correctly on Cisco Call Manager. Previously, when one-step transfer mode was configured, single-step transfers on Cisco Call Manager failed. (ER# 280651657)


    When Interaction Workspace loses the connection to Universal Contact Server (UCS) while an agent is handling an interaction, UCS-related actions, such as the ability to place an e-mail in a workbin and send an e-mail, are now correctly disabled. Previously the buttons were enabled but did not function correctly. This scenario might have resulted in some data loss. (ER# 277626996)


    In environments that combine Outbound and Universal Contact Server (UCS), if an agent makes a second call to the customer after releasing the first one, the Disposition tab is now correctly displayed. (ER# 273781521)


    When a reply to an inbound contact e-mail is pulled from a workbin, the workflow data (input queue) is no longer corrupted by workflow data that is related to the previous inbound e-mail. Previously, the reply to the current inbound contact e-mail might have followed the wrong process when being placed back in the workflow process for post-processing. (ER# 264493281)


    Interaction Workspace now enables the Reject voice call operation in SIP Server environments that use multi-site routing. The reject route mechanism, has been extended to accomodate different types of 'reject' implementations, depending on the context. To enable the reject route mechanism, which is configured by using the interaction-workspace/reject-route option, specify a string as a key to be used at runtime to retrieve the behavior description from the interaction user data. It is the responsibility of the administrator to define the multi-site reject criteria. (ER# 262692076)

    The reject route format is specified in the interaction user-data as follows: <reject-method>:<dn>@<switch>. Previously it was defined by <dn>@<switch> only.

    The new <reject-method> attribute is optional to maintain backward-compatibility. When <reject-method> is specified, ensure that the following characters are also specified: ':', '@', and the <switch> field.

    The following are the possible values for the attribute:


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    Release Number 8.1.200.30 [10/01/12] – 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 corrections and modifications:


    Two-step transfers and two-step conferences now are completed correctly when an agent opens, and keeps open, the Team Communicator to complete the transfer or conference before the target answers the consultation. Previously, if an agent started a two-step transfer or conference, then opened the Team Communicator to get prepared to complete the transfer or conference before the target answered the consultation, and then the destination identifier was updated by the system (for example, changing it from a routing point to an agent DN), the transfer or conference was not completed. (ER# 309506326)


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    Release Number 8.1.200.29 [08/23/12] – 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 corrections and modifications:


    Interaction Workspace will continue to function when the Universal Contact Server (UCS) is overloaded and does not respond while creating interactions. Previously, Interaction Workspace may crash in specific circumstances when the UCS was overloaded. (ER# 304624085)


    Interaction Workspace now correctly handles the EventPrimaryChanged event. Previously, particularly in Primary/primary High Availability (HA) mode, voice Directory Numbers (DNs) stayed in the OutOfService state. (ER# 304590273)


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    Release Number 8.1.200.27 [07/06/12] – 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 corrections and modifications:


    Interaction Workspace now correctly loads the corporate-favorite file. Previously, the loading of the corporate-favorite file might have failed in some hardware and operating system configurations, such as ike Windows 7 64-bits on quad-core workstations. (ER# 302930533)


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    Release Number 8.1.200.25 [06/14/12] – 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 corrections and modifications:


    When an interaction is delivered to a shared workbin while Interaction Workspace is running, the interaction is now correctly displayed in the shared Workbin view. (ER# 301006353)


    The values of custom interaction attributes in workbins are now correctly displayed in the Workbin view. (ER# 301006341)


    The following configuration options have been added to Interaction Workspace to support connection of Interaction Workspace SIP Endpoint to a Session Border Controller installed in front of the SIP Server: sipendpoint.sbc-register-address and sipendpoint.sbc-register-port. If these options are not set, the Interaction Workspace SIP Endpoint sends SIP requests to Tserver/sip-address and Tserver/sip-port of the concerned SIP Server instead. (ER# 300806608)


    In SIP Server environments with the login.voice.prompt-dn-less-phone-number option configured, the Phone number that is entered in the Login window is now correctly taken into account when the agent presses Enter. Previously, the phone number was validated only when the agent clicked OK. (ER# 300722695)


    The Instant Messaging channel is now supported in a SIP Business Continuity environment. (ER# 300380799)


    Access to Universal Contact Server is no longer activated intermittently after agent login. Previously, if the agent list for the Team Communicator was slow to load, it might have resulted in the failure to initialize the UCS connection. (ER# 300291364)


    The disaster-recovery.restore-agent-state option has been introduced to prevent the forcing of the agent status to the Ready state after the Business Continuity feature switches over the agent to the peer site. Set the option to false to prevent the agent state from being set to Ready. Previously, the agent status could be restored to Ready, which could have resulted in new calls being routed to the agent while a former call from the preferred site was still active on the SIP Endpoint. (ER# 299652534)


    In a scenario where a team supervisor monitors a three-way conference, Interaction Workspace now displays to the team supervisor the correct number of parties in the conference at the time that one of the three parties leaves the conference. (ER# 298499471)


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    Release Number 8.1.200.22 [04/19/12] – 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 corrections and modifications:


    Agent nicknames are now supported for Chat interactions. Configure the following options for an agent or agent group object to set the value of the nickname that is to be displayed to contacts in a chat interaction: display-format.current-agent-name and chat.nickname. (ER# 298062600)

    Section: interaction-workspace
    Option Name: chat.nickname
    Default Value: $Agent.UserName$
    Valid Values: A string that contains a compilation of characters and field codes from the following list: $ChatAgent.FullName$, $Agent.UserName$, $Agent.LastName$, $Agent.FirstName$, $Agent.EmployeeId$, $AttachedData.Y$, where Y is the attached data key name.
    Changes Take Effect: At the next interaction.
    Description: Specifies the technical nickname that is used to join the chat session by a string that contains one or more field codes.
    This option can be overridden by a routing strategy as described in the Interaction Workspace 8.1 Deployment Guide Wiki.
    Section: interaction-workspace
    Option Name: display-format.chat-agent-name
    Default Value: $ChatAgent.Nickname$|$ChatAgent.FullName$|$ChatAgent.UserName$
    Valid Values: A string that contains a compilation of characters and field codes from the following list: $ChatAgent.Nickname$, $ChatAgent.FullName$, $ChatAgent.UserName$, $ChatAgent.LastName$, $ChatAgent.FirstName$, $ChatAgent.EmployeeId$.
    Changes Take Effect: Immediately.
    Description: Defines the display format of other agents by specifying a string that contains one or more field codes.

    Interaction Workspace CPU usage no longer spikes to 100% when the Team Communicator is used concurrently with a process that consumes a high CPU load. (ER# 297936987)


    The following configuration options are now correctly applied: contact.myhistory-displayed-columns, contact.myhistory-displayed-columns-treeview, and disaster-recovery.disable-login-errors. (ER# 297903622)


    In Business Continuity mode, you can now disable the display of messages about the availability of Business Continuity sites. Set the value of the disaster-recovery.disable-login-errors option to true if you do not want messages about Business Continuity sites to be displayed to agents when they login to Interaction Workspace. (ER# 297780194)


    In Business Continuity mode, it is now possible to make a call from the peer DN after the switch-over to the peer site is complete. (ER# 296970708)


    Two new configuration options have been added to enable you to specify the columns that are displayed in the My History view: contact.myhistory-displayed-columns and contact.myhistory-displayed-columns-treeview. These options enable you to have different content displayed for the My History view and the Contact Hisory view. (ER# 296735937)

    If you are using Universal Contact Server (UCS) release 8.1.001.11, or higher, Interaction Workspace now correctly displays custom interaction attributes in the My History view and agents can search for custom interaction attributes in the Contact History and My History views.

    If you are using an older release of UCS, it is possible to display custom interaction attributes in the Contact History view, but not in the My History view.

    Section: interaction-workspace
    Option Name: contact.myhistory-displayed-columns
    Default Value: Status,Subject,StartDate,EndDate
    Valid Values: A comma-separated value list of Contact History items to display in the interaction view MyHistory, for example: Status, Subject, StartDate, EndDate.
    Changes Take Effect: When the application is started or restarted.
    Description: Specifies the list of Contact History items that are displayed in the MyHistory interaction view.
    Section: interaction-workspace
    Option Name: contact.myhistory-displayed-columns-treeview
    Default Value: Subject,Status,StartDate
    Valid Values: A comma-separated value list of Contact History items to display in the threaded view of interactions in MyHistory, for example: Status, Subject, StartDate, EndDate, OwnerId.
    Changes Take Effect: When the application is started or restarted.
    Description: Specifies the list of Contact History items that are displayed in the threaded view of interactions in MyHistory.

    The Interaction Workspace application no longer becomes unresponsive when Interaction Workspace attempts to close the Interaction Window after a complete transfer operation that is triggered by a third party when the voice.mark-done-on-release option is set to true. (ER# 296569163)


    E-mail interactions no longer appear to be removed from a workbin. Previously, in certain situations when an agent is alternately putting and getting e-mail interactions from a workbin, after a certain number of times, the e-mail interactions appeared to be removed from the workbin, but when the agent logged out and logged in again, the e-mail interactions were present in the workbin. (ER# 296444388)


    If the contact.history-displayed-columns specifies a custom field, the display of the My History view no longer results in an error. (ER# 292025884)


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    Release Number 8.1.200.20 [04/06/12] – 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 corrections and modifications:


    The rendering of HTML formatted e-mail interactions has been improved to ensure that they are displayed correctly in Interaction Workspace and in the customer's e-mail client. In particular, the formatting of tables in outbound e-mails is improved to enable accurate rendering. (ER# 296648178)


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    Release Number 8.1.200.17 [03/22/12] – 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 corrections and modifications:


    Interaction Workspace no longer displays an empty interaction window when it closes an interaction window. Previously, in some scenarios an empty interaction window was displayed that could not be closed or forced closed. (ER# 296125888)


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    Release Number 8.1.200.16 [01/31/12] – General (Under Shipping Control)

    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 release is under shipping control. This section describes new features that were introduced in this release of Interaction Workspace.

    Corrections and Modifications

    This release includes the following corrections and modifications:


    Interactions that are pulled from a workbin are now placed back in the same workbin when the agent clicks Place in workbin. Previously, in this situation, the interactions were placed in the In progress workbin of the corresponding media. (ER# 291527811)


    You can now configure the maximum duration of an e-mail attachment download by using the email.attachment-download-timeout option in the interaction-workspace section. Previously, if the download lasted more than 10 seconds the save- or open-attachment operation failed. (ER# 291482447)


    Hot keys are no longer triggered when you enter characters in the browser view that you have added to extend the InteractionExtensionSample sample, as described on the Genesys documentation wiki. (ER# 287110535)


    Removing the NotReady value from the agent-status.enabled-actions-global option in the interaction-workspace sections no longer disables the display of NotReady — <Reason> reason codes in the system tray when the Main Window is minimized. (ER# 287014674)


    Screen notifications (pop-ups) can now be configured to steal focus from other active applications when auto-answer in enabled. Use the interaction.window.popup-topmost-z-order to configure this functionality. When this option is set to false, the Interaction Window tries to obtain the focus gracefully; however, certain Windows Operating System settings might prevent the interaction window from moving to the front. (ER# 286989449)


    The display of duration in the current NotReady — <Reason> state does not start counting while an agent is still actively handling an interaction. Previously, if an agent set their NotReady — <Reason> state while handling an interaction, the timer would start to count immediately, resulting in the display of statistics not matching the true agent statistics. (ER# 286989399)


    Interaction Workspace no longer displays GMT time in e-mail interaction headers instead of local time for the agent. (ER# 286022268)


    Callbacks can now be scheduled or rescheduled while the agent previews a record. Previously, agents had to dial the record before they could schedule a callback. (ER# 286022195)


    Queue names are now correctly displayed when agents add an interaction queue to their list of favorites. (ER# 285122557)


    Notifications now display the correct error message if an index is not correctly configured in Universal Contact Server (UCS). (ER# 284130090)


    The automatic suggestion of Place names in the login window now works correctly. Previously, when a Place name contained a long digit sequence, the completion mechanism sometimes failed to complete. (ER# 284009623)


    The following characters are now supported when the sipendpoint.genesyslab.device.headset_name option is configured from Genesys Administrator: . $ ^ { [ ( | ) * + ? \ (ER# 282608578)


    You can now specify whether agents can mark an inbound e-mail interaction as Done, with or without processing the interaction, by using the InteractionWorkspace.Email.canMarkDone task. If this task is not assigned, agents are not allowed to mark an inbound e-mail as Done without first processing it. (ER# 281262051)


    When connected to T-Server for Cisco Call Manager, Interaction Workspace now can implement the Instant Voice Transfer operation by using single step transfer. Previously, Instant Voice Transfer had to use the mute transfer operation. (ER# 280651657)


    Use the new email.reply-format option in the interaction-workspace section to specify the format of outbound e-mail message replies. The following three values are supported:

    Refer to the Interaction Workspace Deployment Guide Wiki for more information about configuring Interaction Workspace. (ER# 280344741)


    You can now preserve the head set and microphone audio settings between sessions and between logins. To use this feature, set the sipendpoint.retain-volume-settings-between-sessions configuration option in the interaction-workspace section value to true. (ER# 279528651)


    Custom system messages from the client web chat page are now displayed in the active chat transcript. (ER# 274283618)


    In warm- and hot-standby environments, Interaction Workspace no longer displays server disconnection messages when it initially connects to the backup server. (ER# 269123589)


    The following limitation has been removed: For SMS messages, Interaction Workspace can use only the system locale (the locale for non-Unicode applications) of the workstation, which must be consistent with the system locale of the Genesys back-end servers. If the language of the outbound SMS requires a different code page, the message will be encoded incorrectly and will be corrupted on the destination-side.

    SMS messages are now encoded correctly in this scenario. (ER# 305164112)


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    Release Number 8.1.101.15 [04/06/12] – 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 corrections and modifications:


    In Business Continuity mode, the login time has been decreased in environments where one of the disaster-recovery pairs is disabled at the time the agent attempts to log in to Interaction Workspace. (ER# 297285740)


    In Business Continuity mode, it is now possible to make a call from the peer DN after the switch-over to the peer site is complete. (ER# 297277036)


    Interaction Workspace CPU usage no longer spikes to 100% when the Team Communicator is used concurrently with a process that consumes a high CPU load. (ER# 297161747)


    In Business Continuity mode, the interaction window is no longer stuck after there is a switch-over to the peer site during an active call. (ER# 297060026)


    In Business Continuity mode, you can now suppress warning messages that are displayed to agents if one of the configured preferred or peer sites is not available. This is controlled by the interaction-workspace/disaster-recovery.disable-login-errors option. (ER# 297010227)


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    Release Number 8.1.101.13 [02/16/12] – 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 corrections and modifications:


    The Interaction Workspace Main Window is no longer displayed as cropped when it is restored from the Windows task bar. (ER# 291233527)


    The Interaction Workspace application no longer becomes unresponsive when Interaction Workspace attempts to close the Interaction Window after a complete transfer operation that is triggered by a third-party when the voice.mark-done-on-release option is set to true. (ER# 289963325)


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    Release Number 8.1.101.11 [11/10/11] – 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:


    In Windows Vista or Windows 7, use the new interactions.window.allows-transparency-on-winos6 configuration option to disable transparency in the interaction window. This option enables you to use customizations that employ the Windows Presentation Foundation (WPF) control to display a web page or any unmanaged controls in Interaction Workspace. (ER# 283966441)

    Section: interaction-workspace
    Option Name: interactions.window.allows-transparency-on-winos6
    Default Value: true
    Valid Values: true, false
    Changes Take Effect: At the next interaction.
    Description: Specifies whether the interaction window is presented in transparent style or not. Unmanaged controls, such as web browsers, are not able to function in Windows Vista and Windows 7 in the context of a non-transparent window. Set the value to false to permit the display of unmanaged controls.

    Interaction Workspace now correctly handles floating-point user-defined outbound record fields if the database returns values that use a decimal separator that is not the dot (period) character. Use the outbound.fields.float-separator-in-db configuration option to control the way that floating point numbers are handled when the database and agent workstation use different decimal separators. (ER# 283703486, 283703277)

    Section: interaction-workspace
    Option Name: outbound.fields.float-separator-in-db
    Default Value: ""
    Valid Values: Any valid decimal separator, including: "," (comma), "." (dot or period), and "\" (backslash)
    Changes Take Effect: At the next interaction.
    Description: Defines the floating point separator that is used for outbound fields in the database. This option should be used when the decimal symbol in the regional settings of the agent workstation is different from the one that is used by the database.

    A memory leak has been fixed. Previously, a memory leak might have occurred when the Team Communicator was used during the handling of interactions. (ER# 283674801)


    Not Ready Reasons are now enabled in the agent status view and in menus if NotReady is not specified in the agent-status.enabled-actions-global option. Previously, setting this option with the following values would result in the Not Ready Reasons status being unavailable for selection: Ready,NotReadyReason,AfterCallWork,Logon,LogOff. (ER# 281831096)


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    Release Number 8.1.101.09 [10/04/11] – 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:


    In systems where Genesys Supervisor Desktop is used by a reviewer or supervisor to review agent e-mail interactions, then return those interactions to agents for reworking, if an agent has reworked an e-mail reply that was sent back to him or her by a reviewer or supervisor, the agent can now send the reworked e-mail. Previously, the reworked e-mail was not sent in this scenario. (ER# 282473967)


    Interaction Workspace now correctly provides interaction data to Universal Contact Server (UCS) to render the Field Code AttachedData. (ER# 282383824)


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    Release Number 8.1.101.08 [09/08/11] – General (Under Shipping Control)

    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 release is under shipping control. This section describes new features that were introduced in this release of Interaction Workspace.

    Corrections and Modifications

    This release includes the following corrections and modifications:


    The outbound.fields.order configuration option has been added to the interaction-workspace section for the Calling List object to enable configuration of the sorting of displayed fields in the Outbound Record interface.


    Push Preview now works correctly for agents who have no other eServices media in their privileges if the use-combined-channel option is set to true. (ER# 281120796)


    Interaction Workspace now provides a correctly formatted date and time for a callback to Outbound Contact Server (OCS) that is not affected by the regional settings that are used by agents. (ER# 280011958)


    When creating a new ClickOnce package, if there is already a former package in the destination folder, the version number that is displayed in the Version field of the Deployment Manager Package Information panel and the publish.html page is now correctly based on the previous version. (ER# 279115611)


    Interaction Workspace no longer stops working when workitems are viewed in an agent workbin in an environment where Universal Contact Server (UCS) is not configured or the InteractionWorkspace.Contacts.CanUse privilege is not granted. (ER# 279112277)


    When the email.from-addresses option, which is used to populate the list of "from addresses" in an Outbound E-Mail, is set by a Business Attribute, the Display Name of the Business Attribute Values is no longer used for populating the From address field of the e-mail. Instead the actual name of the Business Attribute Value is used. Previously, the Display Name was used both to render the e-mail address in the user interface and for populating the From address field of the e-mail. (ER# 278862390)


    The following privileges are now handled correctly: E-Mail - Can Decline, Chat - Can Decline, and SMS - Can Decline. Previously, if you granted E-Mail - Can Decline or Chat - Can Decline, the privilege was granted to all other eServices media, but SMS - Can Decline was not taken into account. (ER# 278690433)


    When Solution Control Interface (SCI) is used to perform switchover operations of Interaction Server, Interaction Workspace now correctly recognizes the primary and backup servers even if these roles are changed through SCI. (ER# 278630483)


    The icon that represents the number of active interactions for the current contact is now correctly displayed for inbound SMS interactions of type Page. (ER# 278519646)


    The position of new outbound call interaction windows now follows the convention of the Microsoft Windows operating system. Previously, new outbound interaction windows might have been displayed outside of the screen area. (ER# 278116737)


    If the Interaction Workspace workstation and the Outbound Contact Server (OCS) database do not share the same regional settings for floating point numbers, the float attribute is now editable by agents who are provisioned to be able to edit the float attribute. (ER# 276966288)


    When the visual impairment profile is set to true, Case Information read-only values can now be accessed by using keyboard navigation; therefore, they can now be read by screen reader applications, such as Freedom Scientific JAWS. Keys and editable values are accessible. (ER# 276307485)


    Interaction Workspace now correctly handles the ADDP connection to T-Server or SIP Server. Previously, some ADDP messages might not have been handled correctly, which resulted in connection closure, even though no actual disconnection occurred, and agent being Out Of Service. (ER# 273503431)


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    Release Number 8.1.100.16 [08/11/11] – 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:


    The outbound.treatment-mode option has been added to enable Interaction Workspace to populate the GSW_TREATMENT key in a RecordProcessed request. Previously, the treatment could not be executed by Outbound Contact Server (OCS) for records that were being processed by agents. (ER# 277444402)

    Section: interaction-workspace
    Option Name: outbound.treatment-mode
    Default Value: none
    Valid Values: personal, campaign, or none
    Changes Take Effect: Immediately.
    Description: Specifies the type of treatment to be applied to the outbound record once the record is marked processed. If set to none, no treatment is applied to the outbound record. If set to campaign, the treatment RecordTreatCampaign is applied to the record when a marked processed action is executed. If set to personal, the treatment RecordTreatPersonal is applied to the record when a marked processed action is executed.

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    Release Number 8.1.100.14 [07/29/11] – General (Under Shipping Control)

    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 release is under shipping control. 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:


    Interaction Workspace SIP Endpoint 8.0.202.04 is now compatible with Interaction Workspace 8.1.1. Previously, in Interaction Workspace 8.1.0, Interaction SIP Endpoint was not started and the voice media was not available. (ER# 293512838)


    On an Aspect switch, when a consultation is initiated with an external party, the Complete Conference feature is now enabled. Previously, the Complete Conference option was not always available on Aspect. (ER# 277876153)


    Interaction Workspace can now share the business attached-data of a voice call at the root level of the user data of the consultation call generated during a mute transfer. The option interaction.consult-user-data can be set to a value that reproduces the 8.1.0 behavior. Previously, business attached-data was not shared in the consultation user data. (ER# 277443992)


    When the option voice.enable-init-conference is set to true, denying the privilege Can Two Step Transfer now correctly removes the user function Start Voice Consultation (Transfer) for the available actions. Previously, the privilege Can Two Step Transfer='unassigned' was ignored when voice.enable-init-conference was set to true. (ER# 277434953)


    Interaction Workspace now correctly opens large e-mail attachments. Previously, attachments larger than 5 MB might fail to open. (ER# 276412567)


    When the option intercommunication.voice.routing-based-targets contains TypeDestination, the attached data IW_RoutingBasedTargetId is now correctly set with the number typed by the agent. Previously, Interaction Workspace did not populate IW_RoutingBasedTargetID when an agent typed a number instead of selecting a target. (ER# 275829762)


    It is now possible to configure Interaction Workspace to define precisely requests for any ActionCode if the reason code is set in AttributeReasons or AttributeExtensions of TAgentNotReady. You can do this by setting the interaction-workspace/reason-extension-request-attribute option in the Annex tab of the ActionCode object. (ER# 275829688)


    The logout.enable-exit-on-logoff-error option has been introduced to enable the administrator to prevent agents from exiting Interaction Workspace if the logout operations fail on the voice channel. Previously, logout closed the Interaction Workspace window even if logout failed at the switch level. (ER# 275256623)


    Interaction Workspace now correctly prevents the user from applying agent status shortcuts when the corresponding agent status action is not granted by configuration. (ER# 274860220)


    Interaction Workspace can now share the business attached-data of a call at the root level of the user data of the consultation call. Previously, business attached-data was shared in a sub-section of the consultation user data. Use the interaction.consult-user-data option to a value maintain this 8.1.0 behavior. (ER# 273748366)


    Interaction Workspace now correctly enables the Complete Transfer operation in the scenario where an intermediate party, such as a GVP port, was engaged in the consultation call. Previously, the transfer could not be completed in this scenario. (ER# 273170165)


    The Agent status drop-down menu no longer truncates keyboard shortcut information for lengthy Not Ready reason names. (ER# 272445656)


    Routing-based transfer options can now be used for eServices (Multimedia) interactions, such as e-mail, chat, and workitems. You can now transfer an eServices interaction to a Skill or an Agent Group. (ER# 271512641)


    Interaction Workspace no longer attempts automatically to log in the voice channel at T-Server reconnection if the voice channel had previously been logged out. Previously, agents who were logged out were automatically logged in again upon reconnection of T-Server. (ER# 270249366)


    The privilege InteractionWorkspace.Contacts.canUseInteractionNotepad is now correctly taken into account to show or hide the Notepad content of the interaction. Previously, this privilege was not taken into account for tasks allowing Notepad use (Interaction and History). (ER# 268741649)


    The InteractionWorkspace.Email.canPrint privilege is no longer part of the Interaction Workspace Metadata template. Previously, this privilege was exposed in the Interaction Workspace 8.1.000.21 Metadata template whereas the corresponding function was not implemented in the product. (ER# 268629991)


    Reply text is now sent to the contact if an agent replies to an HTML-formatted inbound e-mail and then changes the formatting to Plain Text. There is no longer a change-format control displayed in the toolbar after a draft e-mail is created. The default format type for new outbound e-mails is controlled by the email.html-format option. For reply e-mails, the format is controlled by the format of the inbound e-mail. (ER# 268344103)


    On the Alcatel OXE switch, the delete from conference function now operates correctly when the target to be deleted is an agent. This issue was resolved in T-Server for Alcatel-Lucent OXE switch 8.1.000.05. (OXE T-Server ER# 267089812)


    If the content between two HTML tags in an inbound HTML-formatted e-mail is divided across lines that wrap, extra spaces are no longer added where the wrap occurs. (ER# 266951341)

    Previously, the following text:

    <b>Test
     example</b>

    Was resolved as:

    Test    example

    Instead of:

    Test example

    If an agent that is handling an inbound e-mail interaction calls a contact by using the Call feature in the inbound E-Mail Interaction window, the agent can now correctly set the disposition code for the interaction in the corresponding outbound reply E-Mail Interaction window. An agent can also use the Team Communicator in the Main Window, Gadget, or Contact Directory to call the contact. (ER# 266951061)


    In the Workbin view, custom columns that are not part of the default attribute set (From, To, Subject, Received, ContactId, Delivered, Queued, Submitted) are now displayed correctly in the view. (ER# 266813234)


    In certain system configurations, if Interaction Workspace (IW) fails to communicate with IW SIP Endpoint due to slow system performance, IW SIP Endpoint is now started correctly. Previously, when IW was logged out, IW SIP Endpoint remained started. The next time that IW was started, the previous instance of IW SIP Endpoint was still running and was not recognized by IW. When IW was logged out, the orphaned version of IW SIP Endpoint was also closed. (ER# 266353726)


    Interaction Workspace logging now filters sensitive DTMF content. (ER# 260671950)


    The ExtensionSample customization sample now compiles correctly. (ER# 265820375)


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    Release Number 8.1.000.33 [12/23/11] – 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:


    Memory leaks related to inbound voice call handling and use of the Team Communicator have been fixed. (ER# 287643217)


    The following new voice conference function privileges were introduced to enable you to control the existing functionality by role:

    After you upgrade to this release of Interaction Workspace, you must grant these privileges to user roles to enable the use of this functionality. (ER# 287580966)


    For the Aspect switch, Interaction Workspace now correctly proposes the DTMF function for outbound calls that are tagged as Internal. (ER# 287580789)


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    Release Number 8.1.000.31 [06/17/11] – 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 now correctly handles multi-site call transfers. Previously, some multi-site, dual-step, transfers could cause an interaction to become stuck on the destination side, resulting in Error 56 being displayed. (ER# 275492937)


    Interaction Workspace now correctly displays the attachment list when an e-mail is opened from a workbin. Previously, attachments were not always displayed in this scenario. (ER# 274025733)


    Interaction Workspace now correctly displays the body of an e-mail when an e-mail is opened from a workbin. Previously, the body of e-mails were not always displayed in this scenario. (ER# 273870602)


    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# 273531255)

    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.

    Caution: Editing the registry might cause problems on your system. Only a qualified expert should make registry changes.


    When the T-Server option TServer/merged-user-data is set to merged-over-main, Interaction Workspace now correctly displays a transferred inbound interaction as an inbound interaction. Previously, after completing the transfer, it was displayed as a consultation interaction which resulted in the Disposition Code view being hidden. (ER# 273170143, 275709181)


    Interaction Workspace no longer attempts to update attached data immediately after receiving a call. Previously, updating of attached data might have raised errors that were displayed to agents during an automatic blind transfer, for example by a Call Progress Detection (CPD) device. (ER# 272554229)


    Interaction Workspace now correctly displays the attached data of a call in the Case Information area after the data has been updated. (ER# 272554150)


    Interaction Workspace now correctly formats HTML e-mails that are delivered to agents. Previously, certain font size and table formats were not correctly formatted. (ER# 272181383)


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    Release Number 8.1.000.26 [05/10/11] – 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:


    Interaction Workspace now registers DNs that are configured as ACD positions on the Aspect switch. Previously, only DNs configured as Extensions were registered on the Aspect switch. (ER# 272302721)


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    Release Number 8.1.000.24 [04/15/11] – 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 now correctly displays tables in inbound e-mails that are HTML formatted and contain HTML table tags. Previously, when HTML formatted e-mails with table tags were displayed, some buttons might have been missing from the toolbar. (ER# 271569840)


    Interaction Workspace can now transfer e-mail interactions to an interaction queue. (ER# 271301489)


    A memory leak during the handling of voice interactions that have an associated Universal Contact Server (UCS) contact, has been fixed. (ER# 270769611)


    The text that is entered by agents in e-mail replies is now correctly sent. Previously, an intermittent problem occurred that prevented the reply text from being sent to the contact, only the original text from the inbound e-mail was sent. (ER# 270549569)


    Agents can now disconnect and reconnect to chat sessions as long as the Chat Interaction window is not closed. This feature is controlled by the new chat.enable-auto-disconnect option. (ER# 268211948)

    Option Name: chat.enable-auto-disconnect
    Default Value: true
    Valid Values: Set the option to true to enable the feature. Set the option to false to disable the feature. If the feature is disabled, the chat session is ended if the agent disconnects.

    The chat interaction pane now closes properly in a multi-channel scenario. Previously, the chat pane remained open and could not be closed if a voice interaction was blended into a chat interaction, and then the chat interaction was transferred to another agent. (ER# 267074189)


    Workitems now close correctly during voice interactions when the workitem is moved to a workbin. Previously, if an agent opened a workitem interaction, then started a voice interaction from the Party Action menu in the Workitem Interaction window, the workitem remained open in the interaction window after it was moved to a workbin as long as the voice interaction remained open. (ER# 266853151)


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    Release Number 8.1.000.21 [01/21/11] – General (Under Shipping Control)

    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 release is under shipping control. This section describes new features that were introduced in the initial 8.1 release of Interaction Workspace.

    Corrections and Modifications

    This release also includes the following corrections and modifications:


    Interaction Workspace can now be configured to handle corporate favorites. Agents that are configured with corporate favorites can save and then restore their personal favorites. Previously, agents were not able to save their personal favorites if they were configured for corporate favorites. (ER# 265772696)

    Note: You can specify favorites for Agent Groups and/or the Interaction Workspace application that are applied to each logged-in agent. To configure corporate favorites, perform the following steps:

    1. Login to Interaction Workspace using a dedicated (dummy) agent who does not have any favorites.
    2. Add as favorites for the dedicated agent the targets (objects that you can set as favorites, such as Agent, Agent Group, Skill, Contact, and so on) that you want to set as corporate favorites.
    3. Logout the dedicated agent.
    4. In Genesys Administrator (or Configuration Manager), copy the contents of the interaction-workspace-favorites annex.
    5. Paste the annex contents either into the annex of an Agent Group or into the annex of the Interaction Workspace application.

    The Interaction Workspace 8.1 Deployment Guide now correctly describes the configuration of the sip-signaling-chat option in the annex of the SIP DN for SIP IM. (ER# 264928996)


    The Forward feature now works correctly for voice calls that use a SIP switch. (ER# 260214781)


    On the Avaya Communication Manager switch, an agent can now complete a call conference or a transfer if the agent alternates between the main call and a consultation call. (ER# 242287577)


    On the Alcatel A4400/OXE switch, during a conference call, only the initiator of the conference can remove parties from the conference. Previously, the conference target could remove the initiator or the party from a conference. (ER# 240421496)


    Team Communicator now correctly provides a detailed status per channel as well as a global agent status that combines Voice, IM, Chat, E-Mail, and workitem status. (ER# 235990899)


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    Known Issues and Recommendations

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


    Limitation: The Interaction Workspace customization feature provides easy access to the classes and interfaces of the Platform SDK Configuration Object Model Application Block. Because this is an application block, the interfaces and classes do not guarantee backward compatibility. Consequently, when you develop a customization, you must be careful if you rely on these interfaces and classes and perform dedicated testing, recompilation, or code changes when you upgrade to a new version of Interaction Workspace because a new version of the Platform SDK Configuration Object Model Application Block might be embedded.

    For example, if you upgrade from Interaction Workspace 8.1.3 to 8.1.4, several attributes of Configuration Objects, such as CfgApplication.Type, and some CfgQuery attributes, such as CfgScriptQuery.ScriptType, are now "nullable".


    Limitation: The Interaction Workspace Rich Text Editor feature that is used to render inbound HTML-formatted e-mail interaction and to edit Outbound HTML-formatted e-mail interactions might not display HTML content as expected. The feature uses an HTML-to-XAML and XAML-to-HTML converter. There is a broad set of external tools that are available to edit HTML-formatted e-mail interactions, and there is a lack of fully applied standards, therefore this technology is not guaranteed to maintain the full integrity of HTML content. Please report the faulty material to Genesys Genesys Customer Care to determine if the faulty HTML format can be supported by enhancing Interaction Workspace.


    The following configuration options are included in the Workspace application template; however, they are not functional in Workspace 8.1. To take advantage of these options, Genesys recommends that you upgrade to Workspace 8.5.1. (IW-14773)

    Found In: 8.1.100.14 Fixed In: 

    In environments where the routing strategy of an inbound email interaction specifies the queue for these interactions to '__STOP__', Workspace does not stop the inbound email interaction when an agent replies to the child outbound reply email interaction. (IW-11364)

    Found In: 8.1.401.54 Fixed In: 8.1.401.56

    Limitation: If a contact creates and sends an e-mail interaction by using an application that specifies font sizes as HTML Standard sizes but without specifying whether the size unit is in points (pt) or pixels (px), the font is displayed smaller than expected. For example, in this scenario, if size 7 is specified, it is displayed as 27pt instead of the expected 36pt. (ER# 323238641)

    Found In: 8.1.401.06 Fixed In: 

    Limitation: An extension or plug-in that implements the IInteractionControlExtension interface is not compatible with Interaction Workspace 8.1.3 and must be updated to implement new methods that are added within the interface. (ER# 306520059)

    Workaround: Add this code in the class where the IInteractionControlExtension is implemented:

    public System.Windows.Media.ImageSource GetInteractionSilentMonitoringMediaIconRecorded(IInteraction interaction)
    {
       return null;
    }
    public System.Windows.Media.ImageSource GetInteractionMediaIconRecorded(IInteraction interaction, InteractionMediaIconSource source)
    {
       return null;
    }

    Found In: 8.1.300.17 Fixed In: 8.1.301.10

    Limitation: The interaction.case-data.enable-url-preview options should be activated only if you are using Internet Explorer 9. Other browsers might introduce some memory leaks in this scenario. (ER# 302664073)

    Found In: 8.1.300.17 Fixed In: 

    Limitation: If you search for interactions in the history database with search criteria that are based on custom interaction attributes, the search will succeed only if full words that start at the beginning of the value for which you are searching. If you enter partial words, or if you omit a word at the beginning of the value for which you are searching, the search fails. (ER# 296894131, UCS 305161391)

    Found In: 8.1.300.17 Fixed In: 

    Limitation: You must ignore the following options if you are using version 8.1.200.20, although they are part of the template and metadata files: contact.myhistory-displayed-columns, contact.myhistory-displayed-columns-treeview, disaster-recovery.disable-login-errors. (ER# 297903622)

    Found In: 8.1.200.20 Fixed In: 8.1.200.22

    Limitation: For SMS messages, Interaction Workspace can use only the system locale (the locale for non-Unicode applications) of the workstation, which must be consistent with the system locale of the Genesys back-end servers. If the language of the outbound SMS requires a different code page, the message will be encoded incorrectly and will be corrupted on the destination-side. (ER# 305164112)

    Found In: 8.1.200.16 Fixed In: 8.1.401.06

    Limitation: SMS messages that use the Cyrillic character set or other character sets that require ucs-2 encoding are not correctly encoded. Extra encoding is applied to those characters when they are sent to SMS Gateway. (ER# 297907622, 306560881)

    Found In: 8.1.200.16 Fixed In: 8.1.301.10

    Limitation: Interaction Workspace does not interoperate correctly with SMS Server 8.1.0. As a consequence, inbound SMS are presented without their actual text content, and outbound reply SMS are rejected by SMS Server because of missing mandatory keys. (ER# 296443851)

    Workaround: In the Routing Strategy that is responsible for delivering the inbound sms to the agent, ensure that the following key-values are set:

    '_smsDestNumberSrc ' [str] = "value"
    '_smsSrcNumberSrc' [str] = "value"
    '_smsTextSrc' [str] = "value"
    Found In: 8.1.200.16 Fixed In: 8.1.300.17

    Limitation: Interaction Workspace might close unexpectedly when the Team Lead privilege is enabled. (ER# 296125837)

    Workaround: Ensure that the following additional privileges are also granted:

    Found In: 8.1.200.16 Fixed In: 8.1.300.17

    Limitation: The Windows Server 2003 64-bit operating system does not support the playing of sounds through a Remote Desktop connection that are activated by configuration options such as voice.ringing-bell. (ER# 293965327)


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


    In the My Team Workbin/Queue view, if a supervisor/Team Lead selects multiple interactions that have different attributes configured as editable, the editable attributes of all of the selected interactions become the same as the first interaction that is selected, even if one or more of those attributes are not configured to be editable in some of the interactions in the selection. (ER# 320381775)

    Found In: 8.1.400.24 Fixed In: 8.1.401.06

    Interaction Workspace might have a memory leak in the following scenario: a supervisor/Team Lead executes a new operation on interaction(s) in a Workbin/Queue while a previous bulk operation is still in progress. Genesys recommends that supervisors/Team Leads wait for notification of the success or failure of the current operation before initiating a new operation on interactions in the same Workbin/Queue. (ER# 319927133)

    Found In: 8.1.400.24 Fixed In: 8.1.401.06

    When an agent who is on a call with a contact makes a consultation call to another agent and that consultation is monitored or recorded (netann mode), the Instant Transfer/Conference control is erroneously displayed in the Consultation Control toolbar. This control attempts and fails to execute a single-step Transfer/Conference. (ER# 316814856)

    Found In: 8.1.301.10 Fixed In: 8.1.301.14

    The default web browser is not launched if an agent clicks or Ctrl-clicks a hyperlink in the body of an inbound e-mail. (ER# 311954685)

    Found In: 8.1.301.10 Fixed In: 8.1.301.15

    In the Main Window, the Contact tab is not displayed correctly after the window is reduced to the minimum allowed size and then maximized several times. In this scenario, the bottom of the Main Window is partially cut off. To return the display to normal, resize the window horizontally. (ER# 309588781)

    Found In: 8.1.301.10 Fixed In: 8.1.400.24

    When an agent clicks Reply to create a reply e-mail interaction, the last-used font is applied to the quoted text in the Reply E-mail Interaction window if the inbound e-mail interaction does not contain explicit font settings. (ER# 304176503)

    Found In: 8.1.300.17 Fixed In: 8.1.301.10

    If an agent edits contact information while handling an interaction and clicks Mark Done before saving the contact information and before completing any blank mandatory fields, Interaction Workspace prompts the agent to complete the mandatory fields, but closes the interaction window, which discards all other edited attributes. (ER# 302968395)

    Found In: 8.1.300.17 Fixed In: 8.1.400.24

    Switching to the back-up Interaction Server causes workbin content to become unavailable. Workbin availability is restored when you are switched to the primary Interaction Server. (ER# 293512833)

    Found In: 8.1.200.16 Fixed In: 8.1.300.17

    Team Supervisor monitoring and coaching of agents is not supported in a multi-SIP Server environment. (ER# 293268780)

    Found In: 8.1.200.16 Fixed In: 8.1.300.17

    When the OwnerId value is specified for the contact.history-displayed-columns-treeview option in the interaction-workspace section, the Processed By column in the tree view displays the owner ID instead of the user name. (ER# 292256721)

    Found In: 8.1.200.16 Fixed In: 8.1.300.17

    The monitoring "eye" icon is not displayed next to the names of parties in a monitored chat after the Team Supervisor ends a barge-in session and returns to monitoring. (ER# 292252244)

    Found In: 8.1.200.16 Fixed In: 

    If the contact.history-displayed-columns specifies a custom field, display of the My History view results in an error. (ER# 292025884)

    Found In: 8.1.200.16 Fixed In: 8.1.200.22

    Searching the contact history based on an attached data attribute specified in the contact.history-search-attributes option does not return the correct results. (ER# 291906296)

    Found In: 8.1.200.16 Fixed In: 8.1.300.17

    Sometimes when an agent accepts a transferred Facebook or Twitter interaction for which he or she was previously the target of the interaction, a “phantom” consultation is displayed in the interaction window. If a phantom consultation is displayed in the interaction window, the Note and Disposition tabs are not displayed. The agent cannot end the phantom consultation without ending the interaction or without closing and restarting Interaction Workspace. (ER# 291727020)

    Found In: 8.1.200.16 Fixed In: 8.1.300.17

    The display-format.customer-name-format option in the interaction-workspace section does not allow Interaction.AttachedData attributes, as stated in the Interaction Workspace 8.1 Deployment Guide. Also, this option cannot be overridden by a routing strategy. (ER# 291298238)

    Found In: 8.1.200.16 Fixed In: 8.1.300.17

    When the Contact area is adjusted to its minimal size, the Contact History view does not correctly display the content of the drop-down lists. (ER# 290588929)

    Workaround: Enlarge the size of the contact area, then click in the Profile view and back into the Contact History view.

    Found In: 8.1.200.16 Fixed In: 8.1.401.06

    Supervisors must log out and log back in again to monitor agents that are added to or deleted from an Agent Group that the supervisor is monitoring. (ER# 290048396)

    Found In: 8.1.200.16 Fixed In: 

    If agents have DNs that combine voice and Instant Messaging (IM), then Team Supervision is applied to both the voice and the IM channels. (ER# 289846393)

    Found In: 8.1.200.16 Fixed In: 

    If a supervisor barges in to a call that he or she was silently monitoring, the presence of the supervisor is not displayed in the interaction window of the agent. (ER# 285658287)

    Found In: 8.1.200.16 Fixed In: 

    When creating a new ClickOnce package, if there is already a former package in the destination folder, the version number that is displayed in the Version field of the Deployment Manager Package Information panel and the publish.html page is incorrectly based on the previous version. (ER# 279115611)

    Found In: 8.1.100.14 Fixed In: 8.1.101.08

    When the email.from-addresses option, which is used to populate the list of "from addresses" in an Outbound E-Mail, is set by a Business Attribute, the Display Name of the Business Attribute Values is used to render the e-mail address in the user interface and for populating the From address field of the e-mail. (ER# 278862390)

    Workaround: Ensure that the Display Name is a correctly formatted e-mail address.

    Found In: 8.1.100.14 Fixed In: 8.1.101.08

    The following privileges are not handled correctly: E-Mail - Can Decline, Chat - Can Decline, and SMS - Can Decline. If you grant E-Mail - Can Decline or Chat - Can Decline, the privilege is granted to all other eServices medias, but SMS - Can Decline is not taken into account. (ER# 278690433)

    Found In: 8.1.100.14 Fixed In: 8.1.101.08

    The icon that represents the number of active interactions for the current contact is not displayed for inbound SMS interactions of type Page. (ER# 278519646)

    Found In: 8.1.100.14 Fixed In: 8.1.101.08

    When Interaction Workspace loses the connection to Universal Contact Server (UCS) while an agent is handling an interaction, some UCS-related actions, such as the ability to place an e-mail in a workbin and send an e-mail, are still enabled but will not function correctly. This scenario might result in some data loss. (ER# 277626996)

    Found In: 8.1.100.14 Fixed In: 8.1.300.17

    Interaction Workspace does not populate the GSW_TREATMENT key in a RecordProcessed request; this means that the treatment cannot be executed by Outbound Contact Server (OCS) for records that are being processed by agents. (ER# 277444402)

    Found In: 8.1.100.14 Fixed In: 8.1.100.16

    The following keyboard shortcuts are not working as documented in the template and metadata:

    (ER# 277233656)

    Found In: 8.1.100.14 Fixed In: 

    If the Interaction Workspace workstation and the Outbound Contact Server (OCS) database do not share the same regional settings for floating point numbers, the float attribute will not be editable by agents, even if the agents are provisioned to be able to edit the float attribute. (ER# 276966288)

    Found In: 8.1.100.14 Fixed In: 8.1.101.08

    When the visual impairment profile is set to true, Case Information read-only values cannot be accessed by using keyboard navigation; therefore, they cannot be read by screen reader applications, such as Freedom Scientific JAWS. Keys and editable values are accessible. (ER# 276307485)

    Found In: 8.1.100.14 Fixed In: 8.1.101.08

    In environments that combine Outbound and Universal Contact Server (UCS), if an agent makes a second call to the customer after releasing the first one, the disposition tab might not be displayed. (ER# 273781521)

    Found In: 8.1.100.14 Fixed In: 8.1.300.17

    The following paragraph on p. 111 of the Interaction Workspace 8.1 Deployment Guide:

    If security.disable-rbac is set to true, RBAC is disabled and all privileges are assigned to all agents and Agent Groups. If rbac.enabled is set to false, RBAC is enabled and you must assign roles to agents and Agent Groups.

    Should be changed to:

    If security.disable-rbac is set to true, RBAC is disabled and all privileges are assigned to all agents and Access Groups. If security.disable-rbac is set to false, RBAC is enabled and you must assign roles to agents and Access Groups.

    (ER# 266843890)

    Found In Document version: 8.1.001.00 Fixed In Document version: 8.1.101.00

    Interaction Workspace SIP Endpoint 8.0.202.04 is not compatible with Interaction Workspace 8.1.0. Interaction SIP Endpoint is not started and the voice media is not available. (ER# 293512838)

    Found In: 8.1.000.21 Fixed In: 8.1.100.14

    Routing-based transfer options cannot be used for eServices (Multimedia) interactions, such as e-mail, chat, and workitems. Therefore, it is not possible to transfer an eServices interaction to a Skill or an Agent Group. (ER# 271512641)

    Found In: 8.1.000.21 Fixed In: 8.1.100.14

    The InteractionWorkspace.Email.canPrint e-mail print privilege is not yet implemented in Interaction Workspace; however, this privilege is exposed as a Privilege in the Interaction Workspace 8.1.000.21 Metadata template. (ER# 268629991)

    Found In: 8.1.000.21 Fixed In: 8.1.100.14

    Reply text is not sent to the contact if an agent replies to an HTML formatted inbound e-mail and then changes the formatting to Plain Text. (ER# 268344103)

    Found In: 8.1.000.21 Fixed In: 8.1.100.14

    In the Workbin view, custom columns that are not part of the default attribute set (From, To, Subject, Received, ContactId, Delivered, Queued, Submitted) are not displayed in the view. To display custom columns, you must configure the following two options to declare the default and custom columns:

    (ER# 266813234)

    Found In: 8.1.000.21 Fixed In: 8.1.100.14

    If the content between two HTML tags in an inbound HTML formatted e-mail is divided across lines that wrap, extra spaces are added where the wrap occurs. (ER# 266951341)

    For example, the following text:

    <b>Test
     example</b>

    Is resolved as:

    Test    example

    Instead of:

    Test example
    Found In: 8.1.000.21 Fixed In: 8.1.100.14

    If an agent that is handling an inbound e-mail interaction calls a contact by using the Call feature in the inbound E-Mail Interaction window, the agent might not be able to set the disposition code for the interaction in the corresponding outbound reply E-Mail Interaction window. (ER# 266951061)

    Workaround: Use the Team Communicator in the Main Window, Gadget, or Contact Directory to call the contact.

    Found In: 8.1.000.21 Fixed In: 8.1.100.14

    On a "mono-line" Alcatel OXE phone set, it is not possible to handle an inbound call by using the Interaction Workspace user interface if the agent is already on a call. (ER# 266587294)

    Found In: 8.1.000.21 Fixed In: 

    The following customization sample does not compile correctly: ExtensionSample. (ER# 265820375)

    Workaround: Either download an updated sample from the Genesys documentation website, or apply the following fix to enable the compilation and correct execution of the sample:

    1. Open the sample by using Visual Studio 2008.
    2. Right click the References item of the Genesyslab.Desktop.Modules.ExtensionSample project.
    3. Use the Browse tab to add the following assembly as a reference:

      ..\..\InteractionWorkspace\Genesyslab.Desktop.Modules.Voice.dll
    Found In: 8.1.000.21 Fixed In: 8.1.100.14

    When a reply to an inbound contact e-mail is pulled from a workbin, the workflow data (input queue) might be corrupted by workflow data that is related to the previous inbound e-mail. In this case, the reply to the current inbound contact e-mail might follow the wrong process when being placed back in the workflow process for post-processing. (ER# 264493281)

    Found In: 8.1.000.21 Fixed In: 8.1.300.17

    If the target agent has only a SIP IM channel, or a SIP IM channel and a Genesys Chat Channel, the target agent might incorrectly appear as Ready on the Voice channel in the Team Communicator of agents who are trying to contact the target agent. (ER# 263687968, 261617961)

    Found In: 8.1.000.21 Fixed In: 

    The Reject function, which is configured by the interaction-workspace\interaction.reject-route option, does not work as documented in the Interaction Workspace 8.1 Deployment Guide, if the divert-on-ringing SIP Server option is set to true. (ER# 262692076)

    Found In: 8.1.000.21 Fixed In: 8.1.300.17

    If an agent is granted voice capabilities and Instant Messaging (IM) capabilities on two different DNs, the agent does not get campaign notifications and has a degraded experience when handling outbound interactions. (OCS ER# 270116171 )

    Workaround: Configure the Log On As Person feature of the Outbound Contact Server so that it does not "see" the IM DNs that are configured in the places of the Agents.

    Found In: 8.1.000.21 (OCS: 8.0.001.10) Fixed In: 

    When handling an inbound e-mail that was created by using Microsoft Outlook Express as a reply of a former outbound e-mail sent by Genesys Email Server, Interaction Workspace inserts a question mark (?) as the first character. (E-Mail Server ER# 265447987)

    Found In: 8.1.000.21 (E-Mail Server: 8.0.200.03) Fixed In: E-Mail Server Java: 8.1.000.05

    In the Responses view, searches of the Standard Response Library do not find search keywords that are next to punctuation characters (. , ; :) in response text. (UCS ER# 264796196)

    For example, if the text in the response is "keyword.", and you search for "keyword", the result is No match.

    Found In: 8.1.000.21 (UCS: 8.0.300.04) Fixed In: UCS 8.1.001.07

    Agents that are logged out from a Genesys Chat channel but Ready in a Genesys IM channel, might have a Genesys Chat interaction routed to their desktop, because Genesys Chat and Genesys IM media types are not distinguished at the system level (reporting, routing, and presence), even though these activities are treated as distinct channels in the Interaction Workspace interface. (Stat Server ER# 263800116)

    Found In: 8.1.000.21 (Stat Server: 8.0.000.26) Fixed In: 

    Most interaction attributes are not populated correctly by Universal Contact Server when inserting a Standard Response into an e-mail or a chat message. The corresponding field codes are not populated when they are inserted into Interaction Workspace as a Standard Response. (ER# 280812910)

    Found In: 8.1.000.21 Fixed In: 8.1.101.09

    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: 8.1.100.14

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

    Found In: 8.0.200.11 Fixed In: 8.1.100.14

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

    Found In: 8.0.200.11 Fixed In: 8.1.000.21

    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: 

    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. (UCS ER#  248959751)

    Found In: 8.0.100.14 Fixed In: UCS: 8.1.001.07

    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: 8.1.000.21

    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: 

    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: 8.1.000.21

    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: 

    On the Alcatel OXE switch, the delete from conference function does not operate correctly when the target to be deleted is an agent. (OXE T-Server ER# 267089812)

    Found In: 8.0.100.14 (OXE T-Server: 8.0.101.00) Fixed In: 8.1.100.14 (OXE T-Server: 8.1.000.05)

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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.


    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.

    Note: Product translation is limited to contents of this product only. Display data coming from other products might appear in English.


    8.1.4 Language Packs are compatible only with 8.1.401.06 and higher releases of Interaction Workspace.


    8.1.2 Language Packs are compatible only with 8.1.2 and higher releases of Interaction Workspace, starting with release 8.1.200.16.


    8.1.1 Language Packs are compatible only with 8.1.1 of Interaction Workspace, starting with release 8.1.101.06.


    Limitation: If you install an earlier release of the Interaction Workspace Language Pack on top of a later release of Interaction Workspace, all of the strings that were introduced in the later release of Interaction Workspace will be displayed in plain U.S. English. If you install Interaction Workspace in Developer Toolkit Deployment Mode, and then install the former version of Interaction Workspace Language Packs, more than one Language folder is created, which can create rendering issues. To fix this, ensure that all language files (English files and Language Pack files) are copied into a single Language folder, then delete the additional Language folders.

    Found In: 8.1.200.17 Fixed In: 

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    Additional Information

    Additional information on Genesys Telecommunications Laboratories, Inc. is available on our Customer Care website.

    Product documentation is provided on 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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