Release Note

Contents

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is no longer an affiliate of Alcatel-Lucent; any indication of such affiliation within Genesys products or packaging is no longer applicable.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 the intelligent Workload Distribution (iWD) Manager.

• Links in the Contents section enable you to access information regarding a specific release. Releases are listed by version number rather than in date order. For this reason, a recent release may be listed after earlier releases, if the version number is lower. Except when otherwise noted in the information for a specific release, each release includes all of the features and corrections that were introduced for the applicable operating system at earlier dates, regardless of the version numbering.
• The Release Number table lists the supported operating systems for each release at a high level. For more detailed information, see the Genesys Supported Operating Environment Reference Guide.
• The Known Issues and Recommendations section is a cumulative list. It includes information on when individual items were found and, if applicable, corrected.
• The Corrections and Modifications section for each release may list additional issues that were corrected without first being documented as Known Issues.
• The Discontinued Support section is cumulative. It lists functionality that is no longer supported and the release number of the version in which support was discontinued.

Use of Third-Party Software

Genesys follows applicable third-party redistribution policies to the extent that Genesys solutions utilize third-party functionality. For additional information about third-party software used in this product, see the Read Me. Please contact your Genesys Customer Care representative if you have any questions.

Supported Operating Systems

New in This Release

This is a hot fix for this product. This release contains no new features or functionality.

Corrections and Modifications

This release contains the following corrections or modifications:

The iWD Manager query was modified to read task history faster from the Event log database. (IWD-4990)

iWD Manager now provides an additional check for UTC conversion of all Date/Time columns in the iWD Database catpure point. (IWD-5001)

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Supported Operating Systems

New in This Release

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

• This release is compatible with iWD release 8.1.101.18.

Corrections and Modifications

This release contains no corrections or modifications.

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Supported Operating Systems

New in This Release

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

• This release is compatible with iWD release 8.1.101.17.

Corrections and Modifications

This release contains no corrections or modifications.

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Supported Operating Systems

New in This Release

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

Corrections and Modifications

This release contains the following corrections and modifications:

Refresh of the Global Task List view has been improved by reducing the number of requests required. (IWD-4222)

iWD Manager browser security has been enhanced to secure database passwords against discovery. (IWD-4186)

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Supported Operating Systems

New in This Release

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

Corrections and Modifications

This release contains the following corrections and modifications:

Navigation within the Department and Process context of the Global Task List has been strengthened in order to correctly handle scenarios in which department or process data is not present (for example, when a process has been removed). Previously, a NullPointerException was generated. (IWD-3646)

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Supported Operating Systems

New in This Release

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

Corrections and Modifications

This release contains the following corrections and modifications:

An unnecessary and corrupt .jar file (webhelp.jar) has been removed from the online help archive provided with software distribution. This file could not be expanded for virus scanning and this was preventing proper installation. (IWD-3531)

Navigation between GTL tasks has been corrected. (IWD-3506)

The handling of XML imports has been made stricter. (IWD-3472, IWD-3493)

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Supported Operating Systems

New in This Release

This is a hot fix for this product. This section describes new features and functionality that were introduced in this release of iWD Manager:

• This release is compatible with iWD release 8.1.101.10.

Corrections and Modifications

This release contains no corrections or modifications.

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Supported Operating Systems

New in This Release

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

Corrections and Modifications

This release contains the following corrections and modifications:

Task sorting on the GTL has been improved. The task list can now also be sorted on the Completed D/T field (IWD_CompletedDateTime). (IWD-3471)

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Supported Operating Systems

New in This Release

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

Corrections and Modifications

This release contains the following corrections or modifications:

A problem with a NullPointerException being generated in the log when users are navigating to the GTL, and causing IWD Manager to crash, has been resolved. The handling of filters in third-party libraries has been made more robust. (IWD-3439)

Ordinary users can now verify whether the TRG_DELETE_STOPPED trigger exists in the Oracle database. Previously, only users with database administrator privileges could do this. (IWD-3453)

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Supported Operating Systems

New in This Release

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

Corrections and Modifications

This release contains the following corrections or modifications:

Thread management and connection management in iWD Manager have been improved. Previously, unnecessary threads and connections were being created which, in high load situations, could lead to slowdowns and occasional OutOfMemory exceptions. This is now controlled by configuring a new parameter, iwd.connectorKeepAlive in the iwd.properties file. This parameter defines how long (in milliseconds) connections to Interaction Servers and Configuration Servers should be maintained since the user's last activity on iWD Manager. The default value is set to 0 (zero), which means that the connection will be kept alive for the life of the user's current session. This parameter has no impact on the iWD Runtime Node. (IWD-3425)

Connection management in iWD Manager has been improved. Previously, in the event of lack of, or failure of, connection to the primary Configuration Server, iWD would fail over to the first backup. However, the backup server was not able to handle so many connections simultaneously. Now, connection management for the backup provides the same performance level as for the primary server connection, which means that iWD Manager can also function with only a connection to the backup server. (IWD-3431)

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Supported Operating Systems

New in This Release

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

Corrections and Modifications

This release contains the following corrections or modifications:

iWD Manager's Global Task List (GTL) now properly resets the reprioritization date and time (iWD_reprioritizationDateTime) when a task is restarted. Previously, this field was not reset, and as a result the "Is first prioritization" rule condition always returned value false. (IWD-3387)

Previously, filters in iWD Manager did not work properly if localized strings contained apostrophes. This is now corrected. (IWD-3372)

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Supported Operating Systems

New in This Release

This is a hot fix for this product. This section describes new features and functionality that were introduced in this release of iWD Manager:

• This release is compatible with iWD release 8.1.101.05.

Corrections and Modifications

This release contains no corrections or modifications.

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Supported Operating Systems

New in This Release

There are no restrictions for this release. This release contains no new features or functionality.

Corrections and Modifications

This release contains the following corrections and modifications:

Limitations in rule testing functionality have been corrected. See Known Issues. (ER# 317963673)

The Date Selection dialog in Global Task List > Advanced Filtering now displays correctly when accessed via Internet Explorer 7. (ER# 317620084)

Several minor screen layout and formatting issues in some localized versions of iWD Manager have been corrected.

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Supported Operating Systems

New in This Release

There are no restrictions for this release. This section describes new features that were introduced in this release of the iWD Manager.

• Task archiving has been improved. Once a task is archived, users can now view the entire task attributes and the task history through the Global Task List in iWD Manager. The iWD Standard Rules Template has been updated with a new rule action to enable users to configure, through business rules, a task archiving period, after which archived tasks and their associated events are purged by the iWD system.

• The Global Task List (GTL) in iWD Manager is enhanced as follows:

  • Assigned tasks can now be canceled, restarted and held from the GTL.
  • Held tasks can now be canceled, updated, restarted and resumed from the GTL.

• User security and authentication have been enhanced as follows:

• Authentication or failure messages are now displayed when users either log in successfully or unsuccessfully, and when passwords are due to expire.
• The date and timestamps of users' last successful logins are now displayed.
• Users are now forced to change password at their first login (new users) and when a reset is required (if the application supports forced password change).

• Support for configurable secure communications (SSL/TLS and TLS/FIPS) between iWD components and any other Genesys components to which iWD connects, such as Configuration Server, Interaction Server and Stat Server.

• Performance benchmarks have been achieved as follows:

  • New interactions can now be created in the iWD system at a sustained rate of 15 interactions per second, for a 24-hour period, with peaks of up to 40 interactions per second for 1-hour windows.
  • Interaction handling time is approximately 5 minutes per interaction.
  • The backlog of interactions can now reach 10 million.

• Changes to browser support. This release supports the following browsers:

  • Microsoft Internet Explorer version 9
  • Mozilla Firefox version 17

• Changes to servlet engine support. This release supports the following servlet engines:

  • IBM WebSphere Application Server 8
  • Apache Tomcat 7

Corrections and Modifications

This release contains the following corrections and modifications:

In iWD Manager, the Pending filter now correctly displays tasks in queues that are outside of the default iWD Business Process (IWDBP). Previously, the Pending filter had to be edited manually to include the queue names in the criteria list. (ER# 264347011)

The line breaks in the iWD_Manager.sh files that are in DOS format are now recognized and converted automatically on Unix systems. (ER# 300713590)

The Integer is Standard Rule condition now works correctly. Previously, when the condition was used in a rule, it incorrectly evaluated to false, instead of true. (ER# 299961292)

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Supported Operating Systems

New in This Release

There are no restrictions for this release. This section describes new features that were introduced in this release of the iWD Manager.

• iWD is now integrated with Genesys Rules System (GRS), enabling client applications, such as the IWD Business Process (IWDBP), to make requests to the Genesys Rules Engine (GRE) to have rules in the rule package evaluated at various decision points in a task’s lifecycle. This integration has led to the following changes:

• Business rule templates are now created and edited in the Genesys Rules Development Tool, an Eclipse-based GUI. They are no longer created in iWD Manager.

• Business rules are now created and edited through the Genesys Rules Authoring Tool, which can be launched from iWD Manager through a single sign-on mechanism. They are no longer authored within iWD Manager.

• Users will still create and modify the business structure (Solution/Department/Process) through iWD Manager, but will now push any changes to the Genesys Rules System, by using an option in iWD Manager.

• The iWD Business Process (IWDBP) is now updated to integrate with the Genesys Rules Engine.

• The Global Task List in iWD Manager is enhanced in the following ways:

  • Several new filter criteria can be used to create custom filters for the Global Task List.

  • Any custom attribute can be added as a column in the task list, when a custom filter is created for the Global Task List.

  • User-friendly on-screen labels that enhance how these attributes appear on the Global Task List can be created for any iWD custom attribute. This is done within a resource file that resides under the iWD Manager web application on the customer’s application server.

  • The Global Task List can display an icon for each different interaction (task) media type. Out-of-the-box icons are provided for many media types, and new icons can be uploaded into iWD Manager for custom media types, or to replace any of the out-of-the-box icons that are provided by iWD.

  • Hovering the mouse over an attribute in the task list displays the full text of the attribute in a tool tip.

• Enhanced support for the Genesys Social Engagement solution. When the Configuration Server tenant's properties include the section iwd.profile with the social-messaging option set to true, iWD Manager automatically creates the configuration objects and executes the database updates that are necessary for social media interactions to be properly displayed in the iWD Global Task List.

• A new type of service template is introduced called Generic Capture Point, that is used when an Interaction Server Integrated Capture Point is added to an iWD Solution. The Generic Capture Point establishes a Capture Point ID and Capture Point Name for the Integrated Capture Point, to ensure that interactions (tasks) that are captured through that Integrated Capture Point are visible through the iWD Global Task List, can be referenced within iWD business rules, and are properly tracked within the iWD Data Mart.

• Changes to platform support. For a detailed description of the platform support changes in this release, see the intelligent Workload Distribution Read Me

Corrections and Modifications

There are no corrections or modifications for this release.

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Known Issues and Recommendations

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

In some cases, iWD Manager does not release interaction snapshots properly. This eventually leads to the Global Task List (GTL) becoming unable to display interactions.

Workaround: Restart the iWD Manager application. (ER# 321741468)

The status of held tasks in GTL is now displayed as Held regardless of their interaction queues. It is possible to cancel such a held task; in this case the task will be moved to the iWD_Canceled queue, but it will remain there until it is resumed. (ER# 319411823)

Rule testing functionality has the following limitations:

1. Rule testing is only supported at the Global (solution) rules level.
2. Department and process assignment testing are not supported.
3. Date-related functions (such as, 'Reprioritize in 10 minutes') are not supported.

(ER 317963673)

The date selection dialog is not displayed in GTL > Advanced filtering, when iWD Manager is accessed by using Internet Explorer 7.

Workaround: Use the latest Firefox version or upgrade the browser to at least Internet Explorer 8. (ER# 317620084)

In iWD Manager, the Pending filter does not display tasks in queues that are outside of the default iWD Business Process (IWDBP).

Workaround: To display tasks that are placed in non-standard queues, edit the Pending filter and include the queue names in the criteria list. (ER# 264347011)

The line breaks in the iWD_Manager.sh and iWD_RuntimeNode.sh files that are in DOS format are not recognized or converted automatically on Unix systems.

Workaround: When you build the WAR archives on Unix systems, manually edit the iWD_Manager.sh and iWD_RuntimeNode.sh files to remove the DOS format line breaks. (ER# 300713590)

The Integer is Standard Rule condition does not work properly. When the condition is used in a rule, it incorrectly evaluates to false, instead of true. (ER# 299961292)

The word "Confirm" is not localized in the Confirm dialog in iWD Manager. (ER# 298187551)

On the Metric templates screen, the iWD Manager user interface does not display a localized tooltip when the user hovers his mouse over the Add icon (the green plus [+] symbol). (ER# 298101850)

iWD Manager does not support underscores in Configuration Server host names.

Workaround: Use IP addresses instead of host names. (ER# 289479460)

Connectivity issues can arise when you are running iWD Manager on WebSphere Application Server 7 with an Oracle iWD Manager database.

Workaround: Restart the application server. (ER# 282620481)

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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.

Scheduled deployment of the iWD solution is no longer supported.

Firefox 2.0 web browser is no longer supported.

Apache Tomcat 5.5 is no longer supported.

IBM Websphere 6.1 is no longer supported.

Java 1.5 is no longer supported.

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Internationalization

Information in this section is included for international customers.

Not all strings are localized on the Security Policies screen of iWD Manager. Some strings are still in English only. (ER# 298102013)

The out-of-the-box Global Task List filters and the criteria that a user adds when creating a custom Global Task List filter, are not localized on the Filter screen of iWD Manager. (ER# 298102028)

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Additional Information

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

• intelligent Workload Distribution 8.1 Deployment Guide describes deployment procedures for all intelligent Workload Distribution components.

• intelligent Workload Distribution 8.1 Data Mart Reference Guide describes the data schemas that compose the iWD Data Mart.

• intelligent Workload Distribution 8.1 iWD Manager Help is a guide to the iWD Manager user interface.

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

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

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