Release Note

Universal Contact Server

8.1.x

Genesys Telecommunications Laboratories, Inc. © 2011–2014

Contents

Introduction

Release Number AIX HP-UX Linux Solaris Tru64 UNIX Windows
8.1.400.15 [07/18/14] – Hot Fix X   X X   X
8.1.400.13 [06/18/14] – Hot Fix X   X X   X
8.1.400.12 [02/26/14] – Hot Fix           X
8.1.400.11 [12/17/13] – General X   X X   X
8.1.300.15 [11/08/13] – Hot Fix X   X X   X
8.1.300.12 [05/31/13] – General X   X X   X
8.1.300.08 [04/02/13] – General X   X X   X
8.1.200.03 [10/29/12] – General X   X X   X
8.1.100.12 [07/12/12] – Hot Fix X   X X   X
8.1.100.11 [05/29/12] – General X   X X   X
8.1.001.13 [06/22/12] – Hot Fix X         X
8.1.001.12 [04/25/12] – Hot Fix X   X X   X
8.1.001.11 [04/18/12] – Hot Fix     X      
8.1.001.10 [03/16/12] – Hot Fix     X     X
8.1.001.09 [02/03/12] – General X   X X   X
8.1.001.07 [10/24/11] – General X   X X   X
8.1.000.10 [07/05/11] – 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is no longer an affiliate of Alcatel-Lucent; any indication of such affiliation within Genesys products or packaging is no longer applicable.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 Universal Contact Server.

For customers who want to convert from ICS 6.x to eServices (Multimedia) 8.0.000.00, a Universal Contact Server Transition Tool is available. It is described in the "Transitioning to eServices from ICS 6.x" chapter of the eServices 8.1 User's Guide.

Note: Context Services is a set of additional capabilities that is available only for use with the Conversation Manager product. These additional capabilities provide real-time service personalization and continuity. When it is necessary to distinguish Context Services from the other aspects of UCS, the latter is referred to as Classic UCS.

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 Genesys Customer Care representative if you have any questions.


Release Number 8.1.400.15 [07/18/14] – 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 for this product. This release does not contain new features or functionality.

Corrections and Modifications

This release includes the following corrections and modifications:


Universal Contact Server (UCS) no longer enters a deadlock situation when a new log file is created. Previously, a deadlock might have occurred if the server was engaged in heavy log activity when the log file was created, or a new log file name was configured in the log options. (ESR-7786)


UCS no longer enters a deadlock situation when it is connected to Message Server with a TLS connection and the PDSK logger is set to all. (ESR-7797)


This release can be installed on AIX, Linux Red Hat, and Solaris when Configuration Server is set to support multiple languages (UTF encoding).

Note: This Correction applies only to builds issued after 08/07/14. (ESR-8346)


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Release Number 8.1.400.13 [06/18/14] – 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 for this product. This release does not contain new features or functionality.

Corrections and Modifications

This release includes the following corrections and modifications:


Password fields configured in the application's options are no longer displayed in debug logs when the options are updated or created. (ESR-8194)


Advanced configuration of log4j loggers is now disabled to prevent displaying sensitive data from raw Configuration Server XML logs. (ESR-8197)


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Release Number 8.1.400.12 [02/26/14] – 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 for this product. No new features were introduced in this release of Universal Contact Server.

Corrections and Modifications

This release includes the following corrections and modifications:


Now UCS allows parallel full text searches. Previously such searches were sequential. (ESR-7844)


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Release Number 8.1.400.11 [12/17/13] – 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 Universal Contact Server.

Corrections and Modifications

This release includes the following corrections and modifications:


UCS now attempts to reconnect to Stat Server indefinitely. Previously, UCS would stop trying to reconnect after two failed attempts. (ESR-7690)


UCS can now merge profiles with extensions when configured on an Oracle database. (ESR-7627)


UCS now correctly verifies the Oracle database schema when connecting with a non-owner user. (ESR-7569)


UCS now correctly activates ADDP on its initial connection to Configuration Server. (ESR-7556)


The UCS archiving task now completes even if one of the interactions belonging to an "archivable" thread of interactions does not meet archiving criteria. Previously, these archiving tasks had to be stopped with UCS Manager. (ESR-7364)


When setting 0 as the Reconnect Timeout setting in an application that UCS is connected to, the effective value will be two hours instead. Please use another value as it will wait two hours between each reconnect attempt. (ESR-7353)


If UCS cannot connect to LCA, or a response does not arrive within 30 seconds, it starts as the backup server by default. (ESR-7206)


UCS no longer fails to start on an Oracle DBMS when the database schema contains several thousand tables. (ER#  323906941, ESR-6713)


UCS is now able to simultaneously process several identify requests that operate with different values. (ESR-6691)


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Release Number 8.1.300.15 [11/08/13] – 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 for this product. No new features were introduced in this release of Universal Contact Server.

Corrections and Modifications

This release includes the following corrections and modifications:


Archiving and pruning operations now stop correctly even when an archivable thread of interactions includes an interaction that does not meet the specified conditions for archiving. (ESR-7365)


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Release Number 8.1.300.12 [05/31/13] – 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. No new features were introduced in this release of Universal Contact Server.

Corrections and Modifications

This release includes the following corrections and modifications:


A standalone UCS can now start as Primary server and connects to LCA without a running SCS available. Previously, in this situation, UCS did not complete the start up sequence and kept waiting for the SCS to connect. (ER# 322882416)


Now, if you delete a Screening Rule using the Knowledge Manager, UCS synchronizes correctly and deletes this rule from the Configuration Server. Previously, the deletion of the Screening Rule failed. (ER# 323310941)


UCS no longer needs the Read Permissions (E) permission to access objects from the Configuration Server. Previously, on object updates, UCS was sending a MSGCFG_GETACCESSINFO message to the Configuration Server. (ER# 321920142)


UCS now performs sequential updates on contacts and prevents concurrent attribute modifications on the same contact. Note that updates on different contacts still execute in parallel. Previously, if concurrent updates were performed exactly at the same time on the same contact, the contact could get corrupted with two primary contact attributes of the same type. (ER# 320843281)


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Release Number 8.1.300.08 [04/02/13] – 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.

Context Services capabilities now have the same support as Universal Contact Server capabilities except the support for the DB2 database.

New in This Release

There are no restrictions for this release. This section describes new features that were introduced in this release of Universal Contact Server (UCS).

Corrections and Modifications

This release includes the following corrections and modifications:


UCS now correctly sets up ADDP after connecting to StatServer. (ER# 312221921)


UCS no longer requires the application related to the Configuration Server to have at least one of the UCS tenants set in its Tenants tab. Previously, when UCS was configured in a multi-tenant environment, the ability to connect to the Configuration Server backup after switchover did not work. (ER# 318687171)


The debug=stdout option has been added to the log section of the template. (ER# 314633313)


Starting with UCS 8.1.3, the date format submitted with the UserData in the Update Contact strategy block is set by default to yyyy-MM-dd'T'HH:mm:ss'Z'. Previously in the 8.1.2 release, the format was yyyy-MM-dd'T'HH:mm:ss.SSS'Z' which prevented the contact to update correctly. (ER# 313762759)


The optional ucs_oracle_create_additional_user.sql script, no longer requires to enable the ALTER SESION privilege. (ER# 312090973)


UCS now closes the Local Control Agent (LCA) connection just before exiting. This prevents attempting to restart when it is still running (auto-restart is enabled), and starting the UCS backup as the primary when clients are still connected to the running UCS. (ER# 314812001)


The upgraded Lucene to version 4.1 now allows search with regular expression in the index. Examples of regular expressions are provided in the Apache Lucene Core web page. (ER# 317728925)


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Release Number 8.1.200.03 [10/29/12] – 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, except that the Context Services capabilities have the following more specific support:

New in This Release

There are no restrictions for this release. This section describes new features that were introduced in this release of Universal Contact Server.

Corrections and Modifications

This release includes the following corrections and modifications:


The Update Interaction routing strategy object now uses, by default, the standard ISO-8601 format for date/time attributes (yyyy-MM-ddTHH:mm:ssZ). Previously, the extended ISO-8601 format was used, with milliseconds. (ER# 297903453)


UCS no longer disregards requests containing binary attached data of exactly 65536 bytes. Previously, this occurred during insert or query of email content or email attachments of this exact size. (ER# 308860704).

Note: E-mail Server 8.1.201.xx is also needed. (ER# 307143080)


UCS no longer fails to start if the host allocated to the Database Access Point is disabled in Configuration Manager. (ER# 301312431)


The UCS DB schema upgrade no longer fails when the upgrade scripts are executed automatically. Previously, if the UCS DB schema upgrade was executed automatically, each upgrade script execution had to be separated by a 1-second delay. (ER# 301088553)


You no longer need to increase allocated memory for Contact Server if Configuration Server contains a large number of configured objects. (ER# 298173601)


The OMFieldCodes/RenderFieldCodes service, which is available through Platform SDK Contact, now supports Unicode. (ER# 303924820)


The deleted Core Profile Attribute definitions are no longer visible. Previously, some deleted Core Profile Attributes from the Configuration Business Contact Attributes were still visible when requesting Context Services metadata. (ER# 306185203)


This release corrects problems in the optimization of the index. Previously, a large optimization could result in an OutOfMemory exception, a denial of service, or index building errors. (ER# 306083043, 305032440, 305549754)


When two UCSs that are configured as primary/backup start without a connection to Management Layer, they no longer both start in primary mode. Each UCS takes its initial mode from Configuration Server application information. (ER# 300303315)


Now, during a manual switchover, UCS switching to primary is able to retry opening an index, for up to 20 seconds in case the first attempts failed. Previously, when sharing a Lucene index between two primary/backup UCS instances and executing a manual switchover using SCI, the newly primary UCS instance might have failed to open an index file. (ER# 308171246)


This release includes the correction of the issue with the Full Text Search index described below for release 8.1.001.13. (ER# 301871766)


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Release Number 8.1.100.12 [07/12/12] – 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, except that the Context Services capabilities have the following more specific support:

New in This Release

This is a hot fix for this product. No new features were introduced in this release of Universal Contact Server.

Corrections and Modifications

This release includes the following corrections and modifications:


The OMFieldCodes/RenderFieldCodes service, which is available through Platform SDK Contact, now supports Unicode. (ER# 303790569)


This release includes the correction of the issue with the Full Text Search index described below for release 8.1.001.13 (ER# 303991231, 301677581)


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Release Number 8.1.100.11 [05/29/12] – 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, except that the Context Services capabilities have the following more specific support:

New in This Release

There are no restrictions for this release. This section describes new features that were introduced in this release of Universal Contact Server.

Corrections and Modifications

This release includes the following corrections and modifications:


Setting the log-background-activity option to false no longer blocks some alarm messages. (ER# 294614504)


UCS no longer fails to reschedule synchronization of the standard response library in the scenario described in this Known Issue below. (ER# 296387008)


UCS is no longer required to connect to Configuration Server's default port for Configuration Server to operate in high-availability mode. (ER# 282558507)


Now the ESP (External Services Protocol) request OMInteractions.InteractionListGet can specify that a custom sortable interaction attribute be included in the response. Previously, it was necessary to omit the AttributeList parameter from the request. (ER# 291985883)


UCS is now able to archive an interaction even when a single document is attached to the interaction multiple times. (ER# 247801651)


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Release Number 8.1.001.13 [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, except that the Context Services capabilities have the following more specific support:

New in This Release

This is a hot fix for this product. No new features were introduced in this release of Universal Contact Server.

Corrections and Modifications

This release includes the following correction and modification:


UCS now correctly closes the Full Text Search index when switching to backup, and correctly opens the Full Text Search index when switching to primary. This allows two primary/backup UCS instances to share the same index files using a system shared folder with the storage-path CME option in UCS applications.

Notes:

(ER# 301677581)


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Release Number 8.1.001.12 [04/25/12] – 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, except that the Context Services capabilities have the following more specific support:

New in This Release

This is a hot fix for this product. No new features were introduced in this release of Universal Contact Server.

Corrections and Modifications

This release includes the following correction and modification:


The PSDK contact RequestInteractionListGet method no longer fails when requesting a non-Open Media (EntityTypeId=7) interaction entity. (ER# 298044401)


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Release Number 8.1.001.11 [04/18/12] – 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, except that the Context Services capabilities have the following more specific support:

New in This Release

This is a hot fix for this product. No new features were introduced in this release of Universal Contact Server.

Corrections and Modifications

This release includes the following correction and modification:


Contact Server now successfully initializes when Configuration Server contains applications based on new types that were introduced in Configuration Server 8.1.100, such as Genesys Administrator Server or Genesys Administrator. Previously, Contact Server might fail to initialize with a NullPointerException error. (ER# 298208029)


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Release Number 8.1.001.10 [03/16/12] – 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, except that the Context Services capabilities have the following more specific support:

New in This Release

This is a hot fix for this product. No new features were introduced in this release of Universal Contact Server.

Corrections and Modifications

This release includes the following corrections and modifications:


In this release, when UCS switches from backup to primary mode, it first sends confirmation of the switchover, then performs synchronization of objects in the Configuration Server database after a short delay. Previously, having synchronization precede switchover confirmation sometimes caused UCS to disconnect from Local Control Agent (LCA). (ER# 295830932)


UCS generates ID codes for various purposes, such as identifying contacts, interactions, and attachments. In the relatively rare case that two or more UCS instances are started within the same second, they may generate identical IDs, and this can cause issues when the UCS instances are connected to the same Interaction Server.

IDs are generated using several parts, including one called Ordinal, which is incremented at each restart of UCS. To avoid the possibility of identical IDs, this release introduces the following option, in the settings section:

id-generation-ordinal
Default value: 0 (zero)
Valid values: positive integer or dbid
Changes take effect: Upon restart

Effects of the possible values:

(ER# 295830921)


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Release Number 8.1.001.09 [02/03/12] – 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, except that the Context Services capabilities have the following more specific support:

New in This Release

There are no restrictions for this release. No new features were introduced in this release of Universal Contact Server.

Corrections and Modifications

This release includes the following corrections and modifications:


Platform SDK Contact Client is now able to use the UCS request OMInteractions.InteractionListGet to get the value of a custom Business Attribute that has the is-sortable option with a value of true. Previously, the request failed. (ER# 293787351)


UCS is now able to reuse a custom Business Attribute name. The scenario is as follows:

  1. Create a custom Business Attribute of the Interaction Attribute type in the Configuration Layer, and specify it as sortable.
  2. UCS creates a record for the custom attribute in the IxnAttributeMetaData table and maps it to one of the columns StrAttribute1–StrAttribute10 in the Interaction table.
  3. Delete the custom Business Attribute in the Configuration Layer. UCS changes its status to inactive in IxnAttributeMetaData.
  4. Recreate exactly the same Business Attribute. UCS reuses the existing record in IxnAttributeMetaData by changing its status to active. Previously, UCS created a new entry in IxnAttributeMetaData with a mapping to another column in Interaction.
(ER# 293177141)


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Release Number 8.1.001.07 [10/24/11] – 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, except that the Context Services capabilities have the following more specific support:

New in This Release

There are no restrictions for this release. This section describes new features that were introduced in this release of Universal Contact Server.

Corrections and Modifications

This release includes the following corrections and modifications:


The chat service has been improved to prevent multiple instances of Chat Server from updating the transcript of the same chat record simultaneously. (ER# 267362593)


UCS now verifies that a role is enabled before using it to check access permission to resources. Previously, UCS did not distinguish between enabled and non-enabled roles. (ER# 276465011)


A new attribute, start-from-index, enables you to specify where to resume bulk import after it has been stopped by an error. This removes the need for the workaround described in this Corrections item below. (ER# 276050393)


When creating an identification key based on a core profile (with the source parameter missing or set to profile), setting the unique parameter to true now results in an error: code = 4020, description = “Bad parameter 'unique' reason : unique attribute is not valid for id keys using 'Profile' as source".

Unique identification keys on core profile attributes are not supported. (ER# 276058056)


UCS running on the Windows or Solaris platform now supports a DB2 database on the AIX platform. (ER# 244195442)


Now UCS's SQL schema, dynamically created extensions, and identification keys store string values as nvarchar. Previously, these all used varchar, which caused MS SQL Server to consume significant CPU resources under high loads due to encoding differences.

Note: Since this change dramatically reduces CPU load on the database, Genesys recommends that you also convert existing tables to use the nvarchar type. (ER# 277775118)


The values of the fields MediaTypeId, TypeId, and SubTypeId are now treated as strings in full-text interaction search. Previously, they were integers, which caused issues in such searches.

Note: This requires that you perform a full rebuild of the Interaction index. (ER# 275805358)


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Release Number 8.1.000.10 [07/05/11] – 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, except that the Context Services capabilities have the following more specific support:

New in This Release

There are no restrictions for this release. This section describes new features that were introduced in this release of Universal Contact Server.

Corrections and Modifications

This release includes the following corrections and modifications:


UCS no longer needs additional configuration to be able to connect to Oracle using SID instead of Database Name. (ER# 265341781)


UCS now notifies UCS Manager about the progress of pruning and archiving tasks. Previously, UCS did not do so, so that UCS Manager did not display correct information about the progress of the task. (ER# 265164801)

Note: At the time of this release, this problem still existed in the UCS 8.0.2x codestream.


The first query in the sequence for creating a Training Object now correctly selects all required interactions. (ER# 270846990)


The UCS Application template now includes the business-attributes section along with its map-names option. (ER# 257416204)

Note: The options related to configuring SSL, which previously had to be added to the cview section, have been replaced by options with different names that must be added to the Annex tab. See the "Using TLS with UCS," "UCS Options for TLS," and "Security and Authentication" pages of the Context Services User's Guide.


UCS no longer fails to start in the following scenario:

  1. The DAP (Database Access Point) for the archive database was removed from the UCS application.
  2. A DAP for the archive database is then added to the UCS application.
  3. UCS is started and finds that some contacts that have been merged in main database must be synchronized in the archive database.
  4. In the archive database, some interactions corresponding to the merged contacts have a NULL value in the field AllAttributes.
(ER# 272423168)


It is now possible to search the Standard Response Library for a word ending a sentence (that is, a word directly followed by period or comma). (ER# 264796196)


This release corrects an issue in the database upgrade script upgrade_mssql_7.6_to_7.6.1.sql in which one of the indexes was created incorrectly. (ER# 229137851)


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Known Issues and Recommendations

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

Note: Known Issues that are relevant only to the Context Services functionality are prefaced with (CS).


If you are running JVM in a version prior to 6u34 and want to use IPv6, you must set the Netty transport parameter to OIO. To do this, add the following line to the JavaArgs section of the ContactServerDriver.ini file:

This is due to a known issue in Java (see http://bugs.sun.com/view_bug.do?bug_id=6230761) that is corrected in Java 6u34. (ESR-7789)


UCS may encounter an issue with TLS that is related to the Java issue described at http://bugs.sun.com/bugdatabase/view_bug.do?bug_id=2215658. To avoid this issue, Genesys recommends using either (a) JDK/JRE 1.6.0_45 or higher or (b) JDK/JRE 1.7.0_2 or higher. (ESR-7765)


The eServices Reference Manual states that the third-party-max-queueing-time option "specifies the maximum time (in milliseconds) that third-party requests from Interaction Server wait in the Universal Contact Server queue before they are considered too old and are rejected. These requests are related to routing blocks that UCS implements, such as StopProcessing." The documentation should state that the third-party-max-queueing-time option applies to all ESP requests, including PSKD Contact; therefore, it impacts desktops such as Interaction Workspace. (ESR-7222)


If UCS has many RMI clients (ISDK, GAD, GIS, etc.), UCS might exit unexpectedly with the message OutOfMemoryError: unable to create new native thread. To work around this, if UCS is expected to have hundreds of RMI clients, use a 64-bit JDK. A 64-bit JDK has no limitation on the number of threads that can be created. If it is not possible to use a 64-bit JDK, Genesys recommends decreasing the JVM thread stack space to 128K. Edit the <UCS Installation Directory>\ContactServerDriver.ini file, and add -Xss=128K in the [JavaArgs] section. (ESR-7500)


Particular languages (for example, Turkish) contain characters that do not have the same upper- or lower-case formatting as English (for example, the letter "i") which might cause UCS to fail table name/colunm verification at startup. To work around this limitation, force the locale to English by adding the following options to the startup command line: -Duser.language=en -Duser.country=US. (ESR-7610)


UCS stores both searchable and non-searchable contact attributes in the same table. This design enables you to turn on and off the search on a contact attribute type without any modification of the UCS database. However, this feature can lead to performance issues if you are trying to identify a contact by using a common attribute value; that is, a value which is used by numerous contacts regardless of the type of contact attribute. To avoid this situation, Genesys recommends that you do not use common values to identify contacts. (ER# 319957364)


UCS versions prior to 8.1 do not support Oracle RAC with SCAN feature. The Oracle RAC with SCAN feature is known to randomly prevent UCS from properly closing DB connections. Using this feature can lead to total consumption of DB connections by UCS (40 by default), and ultimately, it can prevent UCS from executing any request. UCS versions older than 8.1 integrate the JDBC drivers which should properly handle Oracle RAC with SCAN feature, but this feature has not been tested with UCS. (ER# 322882483)


Starting with 8.1.300.xx, UCS is not compatible with indexes built with versions up to 8.1.100.xx. UCS fails to start displaying the following error:

11:37:24.260 Std 29997 [Ucs-Main] interaction initialization failed : Format version is not supported (resource: segment _uaz in resource ChecksumIndexInput(SimpleFSIndexInput(path="\\172.25.160.100\index811\index.interaction\segments_r9y"))): 2.x. This version of Lucene only supports indexes created with release 3.0 and later.

In this case, a full index rebuild must be performed.


When UCS has Transport Layer Security (TLS) configured, either as a server on its ESP port, or as a client in its connection to Message Server, follow these steps to enable it as a Windows Service:

  1. Select the Windows service related to UCS.
  2. Select the Log On tab. The default setting is Log on as local system account.
  3. Select Log on as this account and provide the login/password of a local host user.


UCS is no longer prevented from identifying or creating a contact when the request contains duplicated contact attributes: the Contact.Identify service no longer uses attributes if they are defined multiple times. UCS now sends a message to the logs that provides information about any duplicate contact attribute. (ER# 293261618)


UCS does not support 64-bit JDK 1.6.0_26 and 1.6.0_29 when connecting to Microsoft SQL Server. This is due to a known JDK issue. As a workaround, upgrade JDK to a higher version recommended by Sun (search bugs.sun.com for bug ID 7103725 and 7105007).


A full text search index file built or updated by UCS 8.1.200.03 or higher can no longer be opened by earlier UCS releases. When upgrading UCS, Genesys recommends creating a backup of both the UCS DB and UCS index files, in order to revert to previous UCS versions without having to rebuild the index.


Starting with UCS 8.1.200.03, you must install the distant certificate authority locally when there is a TLS connection to a distant server (for example, Configuration Server).


The following options, added in the 8.1.2 release, are missing from the eServices Reference Manual (ESR-7857):

synchronize-standard-responses
Default value: true
Valid values: true, false
Changes take effect: At the next standard responses change

Enables (true) or disables (false) the synchronization of standard responses from the UCS database to Business Attributes in the Configuration Server. If enabled, synchronization occurs shortly after any change to standard responses.

standard-responses-sync-delay
Default value: 10000
Valid values: Any positive integer
Changes take effect: At the next standard responses change

If the option synchronize-standard-responses is enabled, specifies, in msec, the delay after which synchronization of standard responses occurs.

synchronize-screening-rules
Default value: true
Valid values: true, false
Changes take effect: At the next screening rules change

Enables (true) or disables (false) the synchronization of screening rules from the UCS database to Business Attributes in the Configuration Server. If enabled, synchronization occurs shortly after any change to the screening rules.

screening-rules-sync-delay
Default value: 10000
Valid values: Any positive integer
Changes take effect: At the next Screening Rules change

If option synchronize-screening-rules enabled, specifies, in msec, the delay after which synchronization of Screening Rules occurs.

Found In Document Version : 8.1.401.00 Fixed In: 


UCS can enter a deadlock situation when it is connected to Message Server with a TLS connection and the PSDK logger is set to all:

When troubleshooting issues that require the PSDK logger to be at the all or debug level, Genesys recommends that you temporarily remove the connection to Message Server to avoid such deadlocks. Reminder: changes in connections require restarting the server. (ESR-7797)

Found In: 8.1.400.11 Fixed In: 8.1.400.15

UCS can enter a deadlock situation when a new log file is created. This issue is very rare but can occur if the server is engaged in heavy log activity when a new log file is created or a new log file name is configured in the Application's log options. If this occurs, no more logs are written to files or the console, and UCS accepts client connections but does not respond to requests. In this situation only restarting the server will enable it to serve requests again.

As a workaround, disable two of the loggers by adding the following options to the log section of the UCS Application:

These options take effect immediately. Restart is not needed unless the server is deadlocked. (ESR-7786)

Found In: 8.1.400.11 Fixed In: 8.1.400.15


If configuring the UCS connection to Configuration Server with ADDP and UCS is loading a large configuration (30k persons) over a slow network, and the ADDP timeout is low (8 seconds), UCS might fail to successfully load the configuration. In such cases it is advised to set a long value such as 60 seconds for ADDP local and remote timeouts. (ESR-7700)

Found In: 8.1.400.11 Fixed In: 


If UCS is connected to an Oracle database which contains thousands of tables, UCS can fail to start with the following error: Unrecoverable error from while initializing DAPs:ORA-01000: maximum open cursors exceeded
To avoid this error, as a best practice, Genesys recommends to configure UCS with a DB user who can only access its own tables. (ER#  323906941)

Found In: 8.1.300.12 Fixed In: 8.1.400.11


When UCS is configured in a multi-tenant environment, the ability to connect to Configuration Server backup after switchover works only if the application related to the Configuration Server has at least one of the Universal Contact Server tenants set in its Tenants tab.

(ER# 318687171)

Found In: 8.1.200.03 Fixed In: 8.1.300.08

When starting two primary/backup UCS instances at the same time that share a Lucene index, the second instance might fail to initialize with the IOException: Lock obtain timed out error. There are several possible workarounds:

(ER# 309581355)

Found In: 8.1.200.03 Fixed In: 

When sharing a Lucene index between two primary/backup UCS instances and executing a manual switchover using SCI, the new primary UCS instance can fail to open an index file. Genesys recommends stopping the primary UCS to trigger switchover to the backup UCS to avoid this issue. Then, restart the stopped UCS. This can be done using SCI, Windows Services, or any other method. (ER# 308171246)

Note: A regular switchover due to application failure does not trigger this issue.

Found In: 8.1.001.13 Fixed In: 8.1.200.03


If the option storage-path (in the index.contact, index.interaction, and index.srl sections) has a value containing upper-case letters, UCS converts them to lower-case. Therefore, on Unix systems it is impossible to create the index at a location which has upper-case letters in the path. Instead,the index is created in a new directory that has the same pathname but with all upper-case letters converted to lower-case. This problem occurs only with Unix/Linux file system. (ER# 302991861)

Found In: 8.1.001.13 Fixed In: 8.1.200.03

Under certain circumstances, synchronization of the standard response library in the Configuration Server database is not rescheduled when it has been terminated unsuccessfully.

The circumstances are when deploying UCS and Genesys Knowledge Management in a new tenant. In this scenario, UCS must import the entire standard response library, and if this import operation is interrupted UCS does not reschedule it. As a workaround, do one of the following:

Note: This issue arises only when deploying in a new tenant. Under other circumstances, synchronization involves only changes in the standard response library, not the entire library. (ER# 296387008)

Found In: 8.1.001.10 Fixed In: 8.1.100.11

If Configuration Server contains a large number of configured objects, you might need to increase allocated memory for Contact Server. Genesys recommends the following values based on the number of configured Persons:

You must perform the following steps to increase allocated memory:

(ER# 298173601)

Found In: 8.1.001.07 Fixed In:  8.1.200.03

Support of Oracle RAC (Real Application Clusters) requires the Universal Connection Pool library, available from Oracle. To deploy the Universal Connection Pool library:

  1. Download the ucp.jar file from the Oracle web site (select Oracle Technology Network > Downloads/Database > More Database Downloads/JDBC Drivers)
  2. Copy the jar file to the UCS home folder in ./lib/db/oracle
When connected to an Oracle RAC configuration, the UCS database layer uses this jar file for connection handling. If UCS is started against an Oracle RAC without ucp.jar, it will fail to start.


(CS) UCS uses all roles to check if a user can access the server, regardless of whether a role is enabled or not. As a workaround, you can prevent a role from being used by removing members from it or deleting it. (ER# 276465011)

Found In: 8.1.000.10 Fixed In: 8.1.001.07

The underscore character ( _ ) is not supported for host names that UCS connects to. Having this character in a host name can result in unstable behavior, such as inability to connect to the target host. Note that RFC 1123, section 2.1 "Host Names and Numbers" limits host names to letters, digits, and hyphen. If a host that UCS connects to contains underscore in its name, Genesys recommends that you create an alias and change the host name in the Configuration Layer.


(CS) Before starting a bulk import when you already have contacts in your database, Genesys recommends that you create a backup of the following tables:

If the bulk import is stopped before it finishes, you have two possible solutions: (ER# 276050393)

Found In: 8.1.000.10 Fixed In: 8.1.001.07

(CS) When creating an identification key based on a core profile (with the source parameter missing or set to profile), setting the unique parameter to true does not guarantee uniqueness. No error or warning is returned, but it remains possible to insert duplicate values. Uniqueness is only guaranteed on extension-based identification keys.


Deleting a contact using the Classic UCS API does not remove it from the Identification Keys and Profile Extensions of the Context Services part of UCS. (ER# 270649428)

Found In: 8.0.300.04 Fixed In: 

The following information is missing from the eServices 8.0 Reference Manual:

To connect UCS to an Oracle Real Application Cluster (RAC), configure a DAP for UCS as follows:

Here is an example configuration for three nodes, named rac1, rac2, and rac3. The DB port is 1521 and the ONS port is 6251 for all nodes. (ER# 265326081)

Found In: 8.0.300.04 Fixed In: 8.1.001.07

When an archiving or pruning task is scheduled, UCS starts archiving at the correct date and time, but does not notify UCS Manager about the progress of the task. Therefore UCS Manager does not display correct information about the progress of the task. This problem also exists with UCS 8.0.2x. (ER# 265164801)

Found In: 8.0.300.04 Fixed In: 8.1.000.10 (not fixed in 8.0.2x codestream)

The Update Interaction routing strategy object must use the Extended ISO-8601 format (yyyy-MM-ddTHH:mm:ss.000Z) for date/time attributes. Attributes of this type are, for example, StartDate, EndDate, LastCalledAgent_Timestamp (and any other timestamp), and any custom date/time fields in the Contact attributes. Other strategy objects use the standard ISO-8601 format, without milliseconds (yyyy-MM-ddTHH:mm:ssZ). (ER# 297903453)

Found In: 8.0.200.12 Fixed In:  8.1.200.03

(CS) Contact Services does not return attributes with the null value, but does return attributes whose value is "" (empty string). When setting an attribute's value to "" (empty string), MS SQL stores it as is, but Oracle stores Null instead. This has the consequence of changing the behavior of the system when querying these attributes. Consider a profile with FirstName = Jean-Luc, LastName = Picard, and Surname = "".

When connected to an MS SQL Server database, Context Services returns this profile:

When connected to an Oracle database, Context Services returns this profile: This issue affects profiles as well as extensions for profiles, services, states, and tasks.

As a workaround, insert " " (space character) instead of "" (empty string) to prevent Oracle from substituting Null. When reading values the extra character must be removed. To store a space character, you must add a second space character, and remove it when reading the data back. (ER# 256795031)

Found In: 8.0.200.09 Fixed In: 

An issue occurs when UCS runs in a virtual environment, on Windows Server 2008, connected to an MS SQL database under a very high load. Under these conditions, UCS may exit with the message OutOfMemoryError: unable to create new native thread, although there is still free memory and the thread count is less than 50. There are two possible workarounds: (ER# 257250216)

Found In: 8.0.200.09 Fixed In: 

(CS) When creating, updating, or deleting a contact (customer) using Context Services, the full text search index of UCS is not updated. A workaround is to rebuild the contact index manually. (ER# 255033111)

Found In: 8.0.200.09 Fixed In: 

UCS is not able to archive an interaction if a single document is attached to the interaction multiple times (that is, if more than one attachment of this interaction points to the same document). To enable UCS to archive such an interaction, extra attachments must be manually deleted using a desktop application or an SQL query. (ER# 247801651)

Found In: 8.0.100.13 Fixed In: 8.1.100.11

(CS) It is possible to complete a service, state, or task operation without having started it first. (This is because for performance reasons the complete operation does not check if any corresponding start operation has been executed.) Completing an unstarted service/state/task can result in unexpected behavior, such as: (ER# 239843358)

Found In: 8.0.100.13 Fixed In: 

(CS) When creating an extension with a Double attribute type on an MS-SQL 2005 RDBMS, it is not possible to store the Java constant Double.MIN_VALUE. As a workaround, use a bigger value. Note that Double.MIN_VALUE is 0.0000...049, where the number of zeroes is 324.


(CS) When creating an extension with a Double attribute type on an Oracle RDBMS, there are the following limitations:


UCS running on the Windows or Solaris platform does not support a DB2 database on the AIX platform. With DB2 on the AIX platform, UCS must also be on AIX. (ER# 244195442)

Found In: 8.0.100.13 Fixed In: 8.1.001.07

For performance reasons, pruning the Main database queries does not process indexed documents.

Workaround: If indexed search service is enabled and pruning on the Main database is necessary:

  1. Archive interactions from the Main database to the Archive UCS database
  2. Prune the Archive database

(ER# 227161222)

Found In: 8.0.000.09 Fixed In: 

During the indexing process of the EmailAddress field of a Contact document, all the characters in the field are changed to lowercase and the @ - _ < > ' " characters are removed. During the search process the same procedure is performed to remove these characters from the search criteria since they are no longer present in the database record. Due to a limitation of a 3rd party library, this process is not performed automatically if a special character is present in query string (* ~ ?). As a result, a search using any of these characters (@ - _ < > ' " ) as criteria will return no results.

Workaround: Replace these characters by the space character in the query string.

(ER# 230058221)

Found In: 8.0.000.09 Fixed In: 

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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.


AIX 5.3 and RHEL 4.x are no longer supported.

Discontinued As Of: 8.1.400.11

Oracle 10g, 10g RAC, DB2 8.x, and DB2 9.1 are no longer supported.

Discontinued As Of: 8.1.400.11

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

Discontinued As Of: 8.1.001.07

Oracle 9 is no longer supported.

Discontinued As Of: 8.1.001.07

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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 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:

UCS in eServices

The following are also accessible on the Genesys Documentation website:

Context Management Services

The following are all available on the 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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