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 |
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is no longer an affiliate of Alcatel-Lucent; any indication of such affiliation within Genesys products or packaging is no longer applicable.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.
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
Corrections and Modifications
This is a hot fix release of this product. This release contains no new features or functionality.
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)
Supported Operating Systems
New in This Release
Corrections and Modifications
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.
There are no corrections or modifications in this release.
Supported Operating Systems
New in This Release
Corrections and Modifications
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.
inbound-media-chat
option is retired.
The default value for the inbound-media
option with private-messaging
monitors is facebooksession.
There are no corrections or modifications in this release.
Supported Operating Systems
New in This Release
Corrections and Modifications
This is a hot fix release of this product. This release contains no new features or functionality.
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)
Supported Operating Systems
New in This Release
Corrections and Modifications
This is a hot fix release of this product. This release contains no new features or functionality.
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:
"_facebookActorId"
in UserData:
Thread.Participant.Id
if it is not 0
.Thread.Participant.name
if it is not empty string.Thread.Participant.email
if it is not empty string.Thread.Id
"_umsFromAddr"
in UserData:
Thread.Participant.name
if it is not empty string."_facebookActorId"
. "_facebookActorName"
in UserData:
Thread.Participant.name
. "LastName"
in UserData:
Thread.Participant.name
is not empty, the pair will be set to the last name if there are several names."FirstName"
in UserData:
Thread.Participant.name
is not empty, the pair will be set to the substring between the beginning of the string and the last space.Thread.Participant.name
is "Ostap Bender Maria", the Last name will be "Maria", and the First name will be "Ostap Bender"."EmailAddress"
in UserData:
Thread.Participant.email
. “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)
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)
Supported Operating Systems
New in This Release
Corrections and Modifications
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.
event
is removed as obsolete.
Use the generic
type instead.
channel-<any name>
section:
200
501000
Specifies the maximum number of explicitly listed post IDs in an FQL request.
Note: This option can be configured for each monitor section individually
using the max-listed-posts-per-request
option.
That option in a particular monitor section overwrites the option in the main channel section.
The bigger the value, the longer the response time from the Facebook server will be.
channel-<any name>-monitor-<any name>
section:
x-max-listed-posts-per-request
option. 501000
Specifies the maximum number of explicitly listed post IDs in an FQL request.
Note: This option can be configured for all monitor
sections
using the x-max-listed-posts-per-request
option.
The bigger the value, the longer the response time from the Facebook server will be.
This option in a particular monitor
section overwrites the option in the main channel section.
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)
Supported Operating Systems
New in This Release
Corrections and Modifications
This is a hot fix release of this product. This release contains no new features or functionality.
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)
Supported Operating Systems
New in This Release
Corrections and Modifications
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.
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)
Supported Operating Systems
New in This Release
Corrections and Modifications
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.
There are no corrections or modifications in this release.
Supported Operating Systems
New in This Release
Corrections and Modifications
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.
This release accommodates certain changes in the Facebook API, relating to searching for posts, that take effect on Feb 6, 2013.
Note: On Feb 6, 2013 Facebook removed the ability to post to a user's friends' walls via the Graph API.
Supported Operating Systems
New in This Release
Corrections and Modifications
This is a hot fix release of this product. This release contains no new features or functionality.
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)
Supported Operating Systems
New in This Release
Corrections and Modifications
This is a hot fix release of this product. This release contains no new features or functionality.
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)
Supported Operating Systems
New in This Release
Corrections and Modifications
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.
In this release, when the x-submit-comments-itx
option is set to true,
each interaction submitted consists of exactly one post and one associated comment
(the system also creates an interaction that contains both the base post and all of the comments on it).
Previously with this setting, the server created a separate interaction (with the Facebook type comment) for each comment.
Note: Setting x-submit-comments-itx
to true
enables single-comment routing.
Single-comment routing works only with Interaction Workspace, not with Genesys Desktop.
Submission of posts to Interaction Server and delivery to agents now both occur in chronological order.
The Driver no longer fails to execute MergeItxData.
(ER# 300713916)
Supported Operating Systems
New in This Release
Corrections and Modifications
There are no restrictions for this release. This section describes new features that were introduced this release of Genesys Driver for Use with Facebook.
This release is compatible with all eServices 8.1.2 components.
Supported Operating Systems
New in This Release
Corrections and Modifications
This is a hot fix release of this product. This release contains no new features or functionality.
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)
Supported Operating Systems
New in This Release
Corrections and Modifications
This is a hot fix release of this product. This release contains no new features or functionality.
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)
Supported Operating Systems
New in This Release
Corrections and Modifications
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.
posts-time-period
Default value: 2592000
(30 days)`
Valid values: 6031536000
Changes take effect: Upon restart
Time in seconds after Facebook Driver starts. Any posts created or updated during this timespan are monitored.
posts-chunk-size
Default value: 250
Valid values: 502147483647
Changes take effect: Upon restart
Specifies the maximum number of stream posts that are retrieved by one request to the Facebook server.
Unlike the option max-posts-per-fql-request,
this value is used only during initial buffer creation.
Note: The bigger this value is, the longer the response time from the Facebook server will be, increasing the possibility of losing the connection to the Facebook server due to HTTP session timeout.
posts-buffer-size
Default value: 1000
Valid values: 502147483647
Changes take effect: Upon restart
Specifies the maximum number of stream posts retrieved
that were created or updated during the posts-time-period
timespan.
If the actual number of such posts is bigger than this value,
the most recent posts are retrieved.
channel-<any name>
), with the prefix x-
channel-<any name>-monitor-<any name>
), with no prefix
The option for a particular monitor overrides the general channel option. Here is an example configuration:
channel-facebook
section
x-posts-chunk-size = 300
x-posts-buffer-size = 2000
channel-facebook-monitor-bbc
section
posts-chunk-size = 200
channel-facebook-monitor-cnn
section
posts-buffer-size = 5000
channel-facebook-monitor-bbc
has
the following effective option values:
posts-time-period = 2592000
The option is absent
from both this monitor section and the channel-facebook
section;
the default value applies.
posts-chunk-size = 200
This option
overrides the value of x-posts-chunk-size
in the channel-facebook
section.
posts-buffer-size = 2000
The option is absent from this monitor section;
the default value of x-posts-buffer-size
in the channel-facebook
section applies.
And the monitor
channel-facebook-monitor-cnn
has the following effective option values:
posts-time-period = 2592000
The option is absent
from both this monitor section and the channel-facebook
section;
the default value applies.
posts-chunk-size = 300
The option is absent from this monitor section;
the default value of x-posts-chunk-size
in the channel-facebook
applies.
posts-buffer-size = 5000
This option
overrides the value of x-posts-buffer-size
in the channel-facebook
section.
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)
Supported Operating Systems
New in This Release
Corrections and Modifications
There are no restrictions for this release. This section describes new features that were introduced this release of Genesys Driver for Use with Facebook.
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)
Supported Operating Systems
New in This Release
Corrections and Modifications
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.
There are no corrections or modifications for this release.
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 |
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 |
Information in this section is included for international customers.
The Facebook search monitor does not work with any language other than English. (ER# 270958269)
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:
eServices 8.1 Deployment Guide describes deployment procedures for all eServices components. It also contains a high-level description of the eServices system, its architecture, and a list of new features in the current release.
eServices Administrator's Guide presents recommendations for monitoring and adjusting your eServices configuration, plus detailed explanations of procedures to use for selected special purposes.
eServices Knowledge Manager User's Guide provides information about Genesys Knowledge Management, including category structures, standard responses, and screening rules, as well as the natural language processing functionality optionally available as Genesys Content Analyzer.
eServices Interaction Properties Reference Manual provides information about the key-value pairs that represent properties of eServices interactions.
eServices Integrated Capture Points Guide provides information on configuring and using integrated capture points, which are a feature of Interaction Server providing a mechanism for capturing new interactions from external source systems, and for issuing requests to existing interactions.
eServices Multi-tenancy and Load Balancing Guide provides information on configuring multi-tenant environments and on load balancing among multiple instances of certain eServices servers.
eServices Social Media Solution Guide describes deployment and use of the Genesys Social Messaging product.
eServices 8.1 Reference Manual provides a reference listing of all configuration options and of field codes used in standard responses.
eServices 8.1 Web API Client Developer's Guide describes the structure of the Web API, explains the Simple Samples, and describes procedures for customizing them.
eServices (Multimedia) 8.0 Selected Conceptual Data Models for the UCS Database describes a portion of the Universal Contact Server (UCS) database.
8.1 Universal Contact Server Manager Help is a guide to the Universal Contact Server Manager user interface.
eServices 8.1 Knowledge Manager Help is a guide to the Knowledge Manager user interface.
The following are accessible on the Genesys Documentation website:
For a listing of classes, methods, fields, and constants of the Web API portion of the Web API Server component, see:
Universal Routing 8.1 Interaction Routing Designer Help is a guide to Interaction Routing Designer, including the portion of it that designs interaction workflows and business processes for eServices.
Universal Routing 8.1 Business Process User's Guide contains step-by-step instructions for using Interaction Routing Designer to design interaction workflows. It also describes the sample business processes supplied with eServices.
Genesys Events and Models Reference Manual includes a set of basic interaction models, showing the components involved and the event messages sent among them. For authoritative description of the event messages, see the next item.
Genesys 8.1 Security Deployment Guide describes the deployment and configuration of some of the security features provided in Genesys software.
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.