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is no longer an affiliate of Alcatel-Lucent; any indication of such affiliation within Genesys products or packaging is no longer applicable.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 8.0 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 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

There are no restrictions for this release. No new features were introduced in this release of Knowledge Manager.

Corrections and Modifications

This release includes the following corrections and modifications:

This release corrects an issue in which the process of creating a training object omitted some interactions that should have been included. For this correction to take effect properly, you must also upgrade Universal Contact Server (UCS) to version 8.0.200.12, or any later version in the 8.0.2x family. (ER# 269132917)

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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 Knowledge Manager.

• Sample training object and model for detecting actionability in social media interactions

Corrections and Modifications

This release also includes the following corrections and modifications:

Saving a standard response that includes an HTML part now works correctly. Previously, if such a standard response was inserted in the desktop, the standard response was rendered with two bad characters at the beginning, and Field Codes were not resolved. (ER# 268959268)

This release corrects an issue with Knowledge Manager reading large numbers of agent groups and agents from Configuration Server. Previously, Knowledge Manager sometimes hung in this situation. (ER# 256485579)

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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 Knowledge Manager.

• Sample screening rules for detecting sentiment and actionability in social media interactions
• Sample training object and model for detecting sentiment in social media interactions

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 Knowledge Manager.

• Role-based access control: you can assign users to roles that define the tasks (such as create, delete, or approve) that they are allowed to perform on Knowledge Manager objects
• Support of Windows 2008.

Corrections and Modifications

This release also includes the following corrections and 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 for this release. This section describes new features that were introduced in the initial 8.0 release of Knowledge Manager.

• The Training tab displays time interval as well as creation time.
• You can view attachments to standard responses.
• Names of Knowledge Manager objects can include the following additional non-alphanumeric characters: - ! # $ ^ * . _ { } < >.

Corrections and Modifications

This release includes the following corrections and modifications that were made between Release 7.6 or earlier releases and the initial 8.0 release:

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 now corrects the invalid entry. (ER# 192986961)

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Known Issues and Recommendations

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

Import and export may be canceled when importing or exporting training objects on Windows 7, Windows Vista, or Windows 2008. This happens if User Account Control is set to on, or if the user does not have permission to write files to the Knowledge Manager home folder. This situation may be signaled by:

• Error messages in the Knowledge Manager window: Export was canceled or Import was canceled due to invalid file format.
• Log message: getTdo exc: java.lang.Exception: openBufferingFile.

• Make the following changes to User Account Control:
  • On Windows 7, change the default User Account Control settings to Never notify.
  • On Windows Vista and Windows 2008 Server, turn User Account Control off.
• Give the user write permissions to Knowledge Manager's home directory.

Knowledge Manager cannot be uninstalled using Genesys Administrator. (ER# 247312737)

Export of Knowledge Manager objects to the default directory proposed by Knowledge Manager does not work (this directory is <user>\Documents on Windows 2008 and Vista, and My Documents on Windows 2003). As a workaround, save the export file to any other location. (ER# 243294546)

Webrenderer causes JVM to exit on Windows Vista if the operating system is running on a virtual machine. (ER# 230771291)

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.

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.

Windows 2000 is no longer supported.

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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, 246139321)

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 Customer Care website. The following documentation also contains information about this software. Please consult the Deployment Guide first.

• eServices 8.0 Deployment Guide describes deployment procedures for all eServices/Multimedia components. It also contains a high-level description of the eServices/Multimedia system, its architecture, and a list of new features in the current release.

• eServices Social Media Solution Guide, available on the Genesys Documentation website, is a guide to deploying and using the social media functionality of eServices.

• eServices 8.0 User's Guide provides overall information about and recommendations on the use and operation of Genesys eServices/Multimedia.

• eServices 8.0 Reference Manual provides a reference listing of all configuration options and of field codes used in standard responses.

• eServices 8.0 Web API Client Developer's Guide describes the structure of the Web API, explains the Simple Samples, and describes procedures for customizing them.

• For a listing of classes, methods, fields, and constants of the Web API portion of the Web API Server component, see:

  • eServices 8.0 .NET Web API Reference for the .NET Web API
  • The API References of the Platform SDK for the Java-based Web API

• eServices 8.0 Selected Conceptual Data Models for the UCS Database describes a portion of the Universal Contact Server (UCS) database.

• eServices 8.0 Universal Contact Server Manager Help is a guide to the Universal Contact Server Manager user interface.

• eServices 8.0 Knowledge Manager Help is a guide to the Knowledge Manager user interface.

• Universal Routing 8.0 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/Multimedia.

• Universal Routing 8.0 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/Multimedia.

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

• 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.

• The API References of the Platform SDK, which provide the authoritative information on methods and functions for each SDK, including requests and events. The class Message includes all event and request messages.

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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