Release Note

Genesys Driver for Use with Facebook

8.1.x

Genesys Telecommunications Laboratories, Inc. © 2011–2014

Contents

Introduction

Release Number AIX HP-UX PA HP-UX IPF Linux Solaris Windows
8.1.400.08 [05/20/14] – Hot Fix X     X X X
8.1.400.07 [03/21/14] – Hot Fix X     X X X
8.1.400.06 [02/07/14] – General X     X X X
8.1.210.16 [01/25/14] – Hot Fix X     X X X
8.1.210.15 [09/17/13] – Hot Fix X     X X X
8.1.210.12 [08/16/13] – Hot Fix X     X X X
8.1.210.09 [07/09/13] – Hot Fix X     X X X
8.1.210.07 [07/01/13] – General X     X X X
8.1.201.10 [02/25/13] – General X     X X X
8.1.200.07 [02/01/13] – Hot Fix X     X X X
8.1.200.06 [09/12/12] – Hot Fix X     X X X
8.1.200.04 [07/02/12] – Hot Fix X     X X X
8.1.200.03 [06/22/12] – Hot Fix X     X X X
8.1.200.01 [05/31/12] – General X     X X X
8.1.100.08 [05/03/12] – Hot Fix X     X X X
8.1.100.07 [04/12/12] – Hot Fix X     X X X
8.1.100.05 [03/07/12] – Hot Fix X     X X X
8.1.100.00 [02/01/12] – General X     X X X
8.1.000.03 [10/27/11] – General X     X X 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is no longer an affiliate of Alcatel-Lucent; any indication of such affiliation within Genesys products or packaging is no longer applicable.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 Genesys Driver for Use with Facebook.

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.


Release Number 8.1.400.08 [05/20/14] – 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 release of this product. This release contains no new features or functionality.

Corrections and Modifications

This release includes the following corrections and modifications. Both items relate to a change made by Facebook on 05/01/2014.


This release accommodates the change made by Facebook on 05/01/2014. Because of that change, previous releases of Facebook Driver cannot operate if the configured access token was generated using a Facebook application that was created after 04/30/2014.

Note: If you generate a new access token for either new or old applications, you must ensure that Normalize all publish scopes to 'publish_actions' is set to off on the migrations tab for the application. (SMD-1818)


Starting on 05/01/2014, Facebook does not support searching of publicly-available posts by applications which were created after 04/30/14. For applications created before 04/30/14, searching of publicly-available posts will be supported until about 04/30/15. For details see https://developers.facebook.com/docs/apps/changelog.

This means that you must not configure a monitor of the search type (specified by the monitor-type configuration option) for Genesys Driver for use with Facebook if the Driver uses an access token that was issued for a Facebook application that was created after 04/30/2014. (SMD-1819)


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Release Number 8.1.400.07 [03/21/14] – 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 release of this product. This section describes new features that were introduced in this release of Genesys Driver for Use with Facebook.

Corrections and Modifications

There are no corrections or modifications in this release.

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Release Number 8.1.400.06 [02/07/14] – 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

There are no restrictions for this release. This section describes new features that were introduced in this release of Genesys Driver for Use with Facebook.

Corrections and Modifications

There are no corrections or modifications in this release.

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Release Number 8.1.210.16 [01/25/14] – 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 release of this product. This release contains no new features or functionality.

Corrections and Modifications

This release includes the following corrections and modifications:


This release accommodates a change made by Facebook on 1/23/14 which caused Facebook Driver to be unable to start or retrieve objects from Facebook servers. (SMD-1505)


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Release Number 8.1.210.15 [09/17/13] – 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 release of this product. This release contains no new features or functionality.

Corrections and Modifications

This release includes the following corrections and modifications:


Sometimes European Facebook servers do not return information about the User on corresponding FQL requests from the Genesys Facebook Driver. If the driver detects this situation, all User related information is taken from the object Thread as follows:

The Facebook driver will also write the following message to the SM Server log file: “WARNING: User info for Thread … was not returned by Facebook. All contact info will be taken from Thread.Participants.” (SMD-1264)


Sometimes European Facebook servers do not return information on corresponding FQL request from Genesys Facebook Driver if the max-listed-posts-per-request option is set to a value of 200 or more. If the Facebook driver detects this situation, it will change the value of the max-listed-posts-per-request option to the old value divided by two, repeat the request, and post the following message in the SM Server log file: WARNING: Cannot read Posts by portions of size <old value here>. Option 'max-listed-posts-per-request' will be changed to <old/2>. Previously in this scenario, the max-listed-posts-per-request option had to be set manually. (SMD-1265)


There is no longer an issue with creating or deleting a comment, or deleting a post, in the Event or Group Facebook wall.(ER# 261324909 / SMD-77)


Facebook posts, including those with media type photo, are no longer doubled. (ER# 302833127 / SMD-872)


There is no longer an issue with retrieving event information with the search monitor. (ER# 262328459 / SMD-122)


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Release Number 8.1.210.12 [08/16/13] – 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 release of this product. This section describes new features that were introduced in this release of Genesys Driver for Use with Facebook.

Corrections and Modifications

This release includes the following corrections and modifications:


Facebook Driver now adds user data keys for comments correctly. Previously (in release 8.1.210.09 only), information about the comments was missing from user data. As a result, agents were not able to leave replies on comments in Interaction Workspace. (SMD-1241)


The value of the x-max-comments-per-post-to-process option can now be changed dynamically. (SMD-1249)


Interactions are no longer submitted if the content is created by an Administrator when the option x-submit-internal-itx (or the option submit-internal-itx for a particular monitor section) is set to false. (SMD-1248)

Note: This issue was applicable to release 8.1.210.09 only.


The Driver no longer receives an exception and fails to submit any data when a large number of messages are retrieved in a search. (SMD-1205)


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Release Number 8.1.210.09 [07/09/13] – 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 release of this product. This release contains no new features or functionality.

Corrections and Modifications

This release includes the following corrections and modifications:


When replying to a comment in a scenario with single comment routing (with submit-comments-itx set to true), the Driver no longer creates a second interaction for the comment. Previously, each time a new reply to this comment was submitted, the Driver created such an additional interaction, which was redundant with the first interaction that it created when the comment was first posted. (ER# SMD-1228)


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Release Number 8.1.210.07 [07/01/13] – 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 section describes new features that were introduced in this release of Genesys Driver for Use with Facebook.

Corrections and Modifications

This release includes the following corrections and modifications:


If the clocks on Social Messaging Server's host and Facebook's host are not synchronized, the Driver no longer fetches the same comment multiple times within successive sampling periods. (ER# 302582743 / SMD-867)


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Release Number 8.1.201.10 [02/25/13] – 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 section describes new features that were introduced in this release of Genesys Driver for Use with Facebook.

Corrections and Modifications

There are no corrections or modifications in this release.

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Release Number 8.1.200.07 [02/01/13] – 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 release of this product. This section describes new features that were introduced this release of Genesys Driver for Use with Facebook.

Corrections and Modifications

There are no corrections or modifications for this release.

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Release Number 8.1.200.06 [09/12/12] – 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 release of this product. This release contains no new features or functionality.

Corrections and Modifications

This release includes the following correction and modification:

This release restructures queries to Facebook so that the query has two parts, one requesting updates to posts and another requesting new posts. Previously, if a query requested both updated and newly created posts, Facebook responded with an error. (ER# 308371874)


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Release Number 8.1.200.04 [07/02/12] – 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 release of this product. This release contains no new features or functionality.

Corrections and Modifications

This release includes the following correction and modification:

This release takes into account the removal of the tagline, event_type, and event_subtype fields from the Facebook Query Language (FQL) event object. After July 5, 2012, these FQL changes are in effect for all users, and can no longer be disabled. (ER# 302737036)


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Release Number 8.1.200.03 [06/22/12] – 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 release of this product. This section describes new features that were introduced this release of Genesys Driver for Use with Facebook.

Corrections and Modifications

This release includes the following correction and modification:

The Driver no longer fails to execute MergeItxData. (ER# 300713916)


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Release Number 8.1.200.01 [05/31/12] – General

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

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

New in This Release

There are no restrictions for this release. This section describes new features that were introduced this release of Genesys Driver for Use with Facebook.

Corrections and Modifications

There are no corrections or modifications for this release.

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Release Number 8.1.100.08 [05/03/12] – 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 release of this product. This release contains no new features or functionality.

Corrections and Modifications

This release includes the following correction and modification:


The group_type and group_subtype columns are now removed from the request for the group object. Previously, Facebook would generate a (#602) group_type is not a member of the group table error message. This is a known Facebook issue. (ER# 294393646)


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Release Number 8.1.100.07 [04/12/12] – 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 release of this product. This release contains no new features or functionality.

Corrections and Modifications

This release includes the following correction and modification:


The Driver for Facebook is now updated to accommodate the removal of the canvas_name column from the application table. Previously, the error canvas_name is not a member of the application table might be generated. (ER# 297919941)


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Release Number 8.1.100.05 [03/07/12] – 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 release of this product. This section describes new features that were introduced this release of Genesys Driver for Use with Facebook.

Corrections and Modifications

This release includes the following corrections and modifications:


The added options in this release resolve an issue in which comments on older posts were not retrieved while newer comments and posts were. (ER# 288445307)


This release modifies the response to the MergeItxData ESP request: the merge is done in favor of whichever interaction is closest to being distributed to the agent, and without taking into account the times that interactions were received. Previously, this request sometimes gave rise to the error interaction is newer than current interaction. (ER# 295286126)


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Release Number 8.1.100.00 [02/01/12] – General

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

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

New in This Release

There are no restrictions for this release. This section describes new features that were introduced this release of Genesys Driver for Use with Facebook.

Corrections and Modifications

This release includes the following corrections and modifications:


In this release, if comments are added to a post after it has been retrieved and submitted as an interaction, they are merged into the interaction in all cases. Previously, if an interaction had no comments when it was retrieved, subsequently-added comments were not merged into it. (ER# 284368642)


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Release Number 8.1.000.03 [10/27/11] – General

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

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

New in This Release

There are no restrictions for this release. This section describes new features that were introduced in the initial 8.1 release of Genesys Driver for Use with Facebook.

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.


Some user-specific data might be missing from the Facebook interaction when the configured access token was generated using a Facebook application that was created after 04/30/2014. The fields or icons corresponding to the missing data are not displayed on the agent desktop. (SMD-1820)

Found In:  8.1.400.08 Fixed In: 

On posts with a large number of comments, the Driver may not retrieve all comments. As a workaround, set the value of x-max-objects-per-request in the channel section, or max-objects-per-request in each monitor section, to 1000. (SMD-1171)

Found In:  8.1.210.07 Fixed In: 

When searching for comments attached to a post, the Driver may not retrieve a comment if the comment has a created time outside the requested time range. (SMD-1207)

Found In:  8.1.210.07 Fixed In: 

If the number of messages being retrieved in a search is too large, the Driver receives an exception and does not submit any data. (SMD-1205)

Found In:  8.1.210.07 Fixed In:  8.1.210.12

When a page is posting to another page's wall, the following exception may occur: Posts where the actor is a page cannot also include a target_id. (ER# 316470319)

Found In:  8.1.201.10 Fixed In: 

When reading updates of an event monitor, the following FacebookResponseStatusException may occur: Received Facebook error response (code 602): tagline is not a member of the event table. As a workaround, disable the July 2012 Breaking Changes in the advanced settings of your application. (ER# 302737036)

Found In:  8.1.200.03 Fixed In:  8.1.200.04

Some Facebook posts (for example, media with type photo) might be doubled. This is because (in the case of the photo type) each time a picture is added to an album, a new post (with a new post_id) is automatically created on Facebook. However, the new post has exactly the same comments as the previously-existing post. As a result, all post+comment(s) interactions are doubled, and two identical interactions are delivered to agents. The only difference visible by agents is the created_time of the post. (ER# 302833127)

Found In:  8.1.200.03 Fixed In: 8.1.210.15

When monitoring Facebook event objects created later than May 2012, submitting an outbound comment results in a Event3rdServerFault error message with the response Facebook exception 'Received Facebook error response of type OAuthException: (#100) Error finding the requested story'. This is known Facebook bug 299960393422286; see developers.facebook.com/bugs. (ER# 302696516)

Found In:  8.1.200.03 Fixed In:  8.1.201.10

When monitoring Facebook event objects created later than May 2012, the Driver retrieves only post interactions, not comments. This is known Facebook bug 458835880796173; see developers.facebook.com/bugs. (ER# 302696511)

Found In:  8.1.200.03 Fixed In:  8.1.201.10

If the clocks on Social Messaging Server's host and Facebook's host are not synchronized, the Driver may fetch the same comment multiple times within successive sampling periods. This is because the Driver defines its sampling period by subtracting a specified number of seconds from its host's internal current time. For example, if this current time is 9:47 and the sampling period is 60, SMSrv subtracts 60 from 9:47 to get 9:46, then requests all posts received between 9:46 and current time. But if the Facebook host's current time is 9:52, it will return all posts between 9:46 and 9:52, then between 9:47 and 9:53, and so on: every 60 seconds, it will scan an interval of six minutes. And since these intervals overlap, there is the possibility of returning duplicate posts. (ER# 302582743)

Found In:  8.1.200.03 Fixed In:  8.1.210.07

Comments for older posts on a monitored Facebook Wall are sometimes not retrieved. At the same time, new posts and new comments on the same Wall are retrieved. This is a known Facebook issue. (ER# 288445307)

Found In:  8.1.100.00 Fixed In: 8.1.100.05

Facebook Query Language requests may not always retrieve additional comments. (ER# 286988961)

Found In:  8.1.100.00 Fixed In: 

When you install this component on a UNIX host, the following misleading dialog occurs: Please choose which application to install: 1 : SM_Server_802. The dialog should instead state: Please choose the Social Messaging Server application to which the Driver will be installed. (ER# 263254536)

Found In:  8.0.200.08 Fixed In:  8.1.201.10

It is not possible to retrieve any event information with the search monitor. See Facebook Bug #12041 – error_code: 604 "statement is not indexable" error when trying to query 'event' table http://bugs.developers.facebook.net/show_bug.cgi?id=12041. (ER# 262328459)

Found In:  8.0.200.08 Fixed In:  8.1.210.15

If a post has more than 50 comments and it was created earlier than the timeframe used to retrieve the updated post, updates to this post will never be received. See Facebook Bug #9045 – posts updated_time not being updated http://bugs.developers.facebook.net/show_bug.cgi?id=9045. (ER# 261601090)

Found In:  8.0.200.08 Fixed In: 

It is not possible to create or delete a comment, or delete a post, in the Event or Group Facebook wall. See Facebook Bug #2143 – Graph API does not return page events feed post http://bugs.developers.facebook.net/show_bug.cgi?id=12143. (ER# 261324909)

Found In:  8.0.200.08 Fixed In:  8.1.210.15

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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.


Solaris 9, AIX 5.3, and Linux RHEL4 are no longer supported.

Discontinued As Of: 8.1.400.06

AIX 5.1, AIX 5.2, and Solaris 8 are no longer supported.

Discontinued As Of: 8.1.000.03

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Internationalization

Information in this section is included for international customers.


The Facebook search monitor does not work with any language other than English. (ER#  270958269)


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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.

The following are accessible directly from the eServices product page on the Genesys Documentation website:

The following are accessible on the Genesys Documentation website:

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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