Release Note

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is no longer an affiliate of Alcatel-Lucent; any indication of such affiliation within Genesys products or packaging is no longer applicable.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.genesyslab.com for more details.

This release note applies to all 7.6 releases of Knowledge 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 Manual.
• 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 on third-party software used in this product, see the Read Me. Please contact your technical support representative if you have any questions.

Supported Operating Systems

New in This Release

This is a hot fix release of this product. No new features were introduced in this release of Knowledge Manager.

Corrections and Modifications

This release includes the following correction or modification.

The first query in the sequence for creating a Training Object now correctly selects all required interactions.

Note: Universal Contact Server version 7.6.100.15 is required. (ER# 271569942, 269132917)

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Supported Operating Systems

New in This Release

This is a hot fix release of this product. No new features were introduced in this release of Knowledge Manager.

Corrections and Modifications

This release includes the following corrections or modifications.

When you open an attachment to a standard response, the attached file downloads to a directory called temp~ (the location of this directory depends on the profile of the currently logged-in user, and may differ depending on the operating system).

Previously, the attached file downloaded to the home directory of the Knowledge Manager application. This could give rise to problems in any of the following cases:

• That directory was not accessible to users.
• That directory had difficulties with write permission.
• Users preferred not to write to that directory.

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Supported Operating Systems

New in This Release

There are no restrictions on this release. This section describes new features that were introduced in this release of Knowledge Manager.

• You can select the language for standard response spell check.
• Screening rules can match the POP box from which the e-mail entered the Multimedia system, rather than the To address.
• Attachments to standard responses can be viewed in the Standard Response Editor.
• Searching for standard responses can use additional attributes, such as active or not, approved or not, usage type, and others.
• In creating a training object, you have the option of selecting an agent group rather than individual agents.
• Microsoft Windows Vista is now supported.

Corrections and Modifications

This release includes no corrections or modifications.

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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 the initial 7.6 release of Knowledge Manager.

• Added platform support: Java Virtual Machine (JVM) 1.5, Internet Explorer 7
• Ability to select which screening rules are exported
• Control of whether imported screening rules overwrite existing ones
• Filtered copy of training object
• Japanese content analysis available as an option
• Sortable columns in most Knowledge Manager windows

Corrections and Modifications

This release includes the following corrections and modifications that were made between Release 7.5 or earlier releases and the initial 7.6 release:

When the Exact address match checkbox is selected in a screening rule, and you test the rule using the Screening Rule Editor, the matching is no longer case sensitive. Previously, the matching was incorrectly case sensitive. (ER# 145499531)

Exported standard responses now include the start date. (ER# 112006671)

The Schedule New Training command is now enabled in all appropriate contexts. (ER# 113291101)

It is no longer possible to create a subcategory that has no parent category, even when adding a Tenant to UCS on the fly. (ER# 25952218)

When you cancel certain processes (importing, for example), Knowledge Manager no longer takes excessive time to refresh. (ER# 33881801)

This release also includes all fixes made in previous releases of this product (including hot fix releases) at the time of this initial 7.6 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 defining a time interval when creating a new training object for Genesys Content Analyzer, the dates must be between 01/01/1753 and 12/31/9999. This is because of limitations in supported database software.

Sometimes, when you refresh the Knowledge Manager screen, the following message appears in the log:

Exception "java.lang.IllegalArgumentException: failed to parse:"while constructing DataFlavor for:

Consider the following scenario:

1. A screening rule specifies an address with a display name (also known as a complex decorated address); for example, "BobbieM"robertmorton@enterprise.com.
2. In the Test messages area of the Screening Rule Editor, test the rule against a message with the equivalent ordinary address, such as robertmorton@enterprise.com.

On the Advanced tab of the Find Standard Responses dialog box, if you enter an invalid year (such as 096) in one of the date boxes, Knowledge Manager does not correct the invalid entry. It does, however, correct invalid entries of month (such as Arp) and date (such as 99 or cz). (ER# 192986961)

The Description attribute of standard responses must be no more than 254 characters. However, you should use caution when giving this attribute a value which approaches the limit. An issue in Configuration Server causes it to consider any single quote character in these attributes to be two characters. Therefore, a Description of exactly 254 characters that includes a single quote character is converted to more than 254 characters, and so is not stored in the Configuration Server database. (ER# 82351161)

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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 features.

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Internationalization

Information in this section is included for international customers.

The date and time format does not always follow the locale settings of the system. (ER# 215172910)

If a standard response mixes single-byte and double-byte characters, and if a spell check on the standard response finds an error, the text highlighted is not the erroneous text. (ER# 83496)

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Additional Information

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

• Multimedia 7.6 Deployment Guide describes deployment procedures for all Multimedia components. It also contains a high-level description of the Multimedia system, its architecture, and a list of new features in the current release.

• Multimedia 7.6 User's Guide provides overall information about and recommendations on the use and operation of Genesys Multimedia.

• Multimedia 7.6 Reference Manual provides a reference listing of all configuration options and of field codes used in standard responses.

• Multimedia 7.6 Web API Client Developer's Guide describes the structure of the Web API, explains the Simple and Compound Samples, and describes procedures for customizing them.

• Multimedia 7.6 Web API Reference is a Javadoc listing of classes, methods, fields, and constants of the Web API portion of the Web API Server component.

• Multimedia 7.6 Selected Conceptual Data Models for the UCS Database describes a portion of the Universal Contact Server (UCS) database.

• Multimedia 7.6 Universal Contact Server Manager Help is a guide to the Universal Contact Server Manager user interface.

• Multimedia 7.6 Knowledge Manager Help is a guide to the Knowledge Manager user interface.

• Universal Routing 7.6 Interaction Routing Designer Help is a guide to Interaction Routing Designer, including the portion of it that designs interaction workflows and business processes for Multimedia.

• Universal Routing 7.6 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 Multimedia.

• Genesys Desktop 7.6 Help is a guide to using the Genesys Desktop.

• Genesys 7 Events and Models includes a set of basic interaction models, showing the components involved and the event messages sent among them. These models and events were formerly presented in the Open Media Interaction Models Reference Manual. The request messages that were also described in that book are now documented in the API References of the Platform SDK.

Product documentation is also provided on a Documentation Library DVD, which is produced monthly. The New Documents on this DVD page on the DVD indicates the DVD production date. Because the DVD is produced monthly, documentation on the Technical Support website may be more up-to-date than that on the DVD. To verify the latest version of a document, check the version number, located on the second page in PDFs and on the "About This File" topic for Help files.

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