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is no longer an affiliate of Alcatel-Lucent; any indication of such affiliation within Genesys products or packaging is no longer applicable.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 Interaction Workspace Plug-in for Twitter.

• 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 includes the following corrections and modifications:

When an Agent replies to a Twitter interaction, the Case Data attached to the incoming interaction is now propagated to the outbound reply. In this new implementation, the Interaction Server option ignore-read-only-on-change must be set to true. The parent interaction's attached data is not copied to interactions created from the contact history. (SMD-1969)

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Supported Operating Systems

New in This Release

There are no restrictions for this release. This section describes new features that were introduced in this release of Interaction Workspace Plug-in for Twitter.

• Standard Responses can include image attachments.
• In the workbin interaction list, you can select multiple interactions of the same media type and direction (inbound/outbound) and have a single action button for all of them.
• Solicited outbound interactions can be opened in a new interaction window.
• Support of ESP Server Broadcast protocol.

Corrections and Modifications

No corrections or modifications are included in this release.

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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 includes the following corrections and modifications:

The process for creating a new Twitter message during an e-mail interaction now works properly. Previously, selecting Twitter on the Action menu produced no results. (SMD-1243)

The Delete button now works correctly on a Twitter message that was created in reponse to a Facebook interaction. (SMD-1244)

The process for sending a new Twitter message from a Facebook interaction now works properly. Previously, the Twitter interaction window remained open and could not be closed. (SMD-1246)

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Supported Operating Systems

New in This Release

There are no restrictions for this release. This section describes new features that were introduced in this release of Interaction Workspace Plug-in for Twitter.

• This release adds the standard Interaction Workspace workbin functionality to the plug-in.
• This release adds the ability to transfer unsolicited outbound interactions.

Corrections and Modifications

This release includes the following correction and modification:

Agents can now insert a standard response in the following scenario:

1. The agent selects Post Update in reponse to an incoming unsolicited message.
2. A new outbound interaction window opens. The Timeline account is not selected.

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Supported Operating Systems

New in This Release

There are no restrictions for this release. This section describes new features that were introduced in this release of Interaction Workspace Plug-in for Twitter.

• Ability to post new unsolicited tweets, including ability to select the From account
• Ability to display and attach an image to a new unsolicited Tweet, a reply, a Reply to All, or a Retweet with Comments

Corrections and Modifications

There are no corrections or modifications in this release.

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Supported Operating Systems

New in This Release

There are no restrictions for this release. This section describes new features that were introduced in this release of Interaction Workspace Plug-in for Twitter.

• The desktop now displays updates to the followers and friends lists.

Corrections and Modifications

This release includes the following corrections and modifications:

Once an interaction is (a) retweeted by an agent and (b) transferred to another agent or accepted again by the original agent, Retweet no longer reappears on the menu. (ER# 291192726)

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Supported Operating Systems

New in This Release

This is a hot fix for this product. This section describes new features that were introduced in this release of Interaction Workspace Plug-in for Twitter.

• It is now possible to copy the text of Twitter messages.
• The User Info pane now displays full information about the user, such as first name, last name, user name, timezone, and so on.

Corrections and Modifications

There are no corrections or modifications in this release.

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Supported Operating Systems

New in This Release

There are no restrictions for this release. This is the initial release of this component.

Corrections and Modifications

There are no corrections or modifications in 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.

Agents cannot insert a standard response in the following scenario:

1. The agent selects Post Update in reponse to an incoming unsolicited message.
2. A new outbound interaction window opens. The Timeline account is not selected.

As a workaround, select a Timeline account before inserting a standard response. (ER# 313080478)

The Help file for this Plug-in is not included in the installation package. It is, however, available on the Genesys Documentation Library DVD and in the Genesys Documentation website.

The application templates for Interaction Workspace Plug-in for Twitter are missing from the Genesys Social Messaging Management product CD. You can obtain them by downloading the installation package from My Customer Care Software Downloads and opening the templates folder. The filenames are IWSPluginForTwitter_811.apd and IWSPluginForTwitter_811.xml.

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Discontinued Support

This section documents features that are no longer supported in this software. This cumulative list is in release-number order with the most recently discontinued features at the top of the list.

There are no discontinued items for this product.

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Internationalization

Information in this section is included for international customers.

There are no internationalization issues for this product.

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Additional Information

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

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 also 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:

  • eServices 8.1 .NET Web API Reference for the .NET Web API
  • The API References of the Platform SDK for the Java-based Web API

• 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.

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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