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no longer an affiliate of Alcatel-Lucent; any indication of such affiliation within Genesys products or packaging is no longer applicable.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

This release note applies to all 7.6 releases of Outbound Contact Server (OCS).

• 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 technical support representative if you have any questions.

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 release for this product. This release contains no new features or functionality.

Corrections and Modifications

This release includes the following corrections and modifications:

OCS now properly processes configuration change notifications for Person configuration objects that are sent by Configuration Server. Previously in this scenario, OCS might have terminated unexpectedly when processing these notifications. (ER# 323950896)

In the following scenario, OCS now always generates unique GUIDs for Campaign Sessions (CSGUIDs) when reporting Campaign Group activity to Interaction Concentrator (ICON):

1. A redundant pair of Outbound Contact Servers is running.
2. Two or more Campaign Groups are activated in the primary OCS.
3. The primary OCS synchronizes the states of these Campaign Groups with the backup OCS (including the CSGUIDs).
4. The backup OCS assumes the primary role because a switchover occurred or the primary OCS stopped, and continues executing the Campaign Groups activated by the primary OCS.
5. One or more Campaign Groups are activated in the backup OCS, which is now running in primary mode.

Previously, OCS sometimes re-used CSGUIDs for the Campaign Groups activated in step 5. This has led to incorrect reporting of Campaign Session activity in Genesys Info Mart.

(ER# 312502697)

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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 release for this product. This release contains no new features or functionality.

Correction and Modification

This release includes the following correction and modification:

OCS now provides Person DBID and DN DBID information to Interaction Concentrator (ICON) in the EventOCSChainProcessed event in the following scenario:

1. Campaign Group runs in any auto dialing mode.
2. The OCS option record_processed is set to true.
3. An agent receives an outbound call on the desktop and then releases it, but does not send the RecordProcessed request to OCS.
4. The agent goes to Ready status, and OCS finalizes the chain of records.

Previously in this scenario, OCS did not provide the Person DBID and DN DBID information to ICON. This resulted in contact attempts not being associated with interactions in Genesys InfoMart.

(ER# 282956427)

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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 release for this product. This release contains no new features or functionality.

Corrections and Modifications

This release includes the following correction and modification:

OCS now correctly processes CampaignStatusRequest requests from the agent desktop in the following scenario:

1. An agent is configured in multiple Campaign Groups.
2. Two or more of these Campaign Groups are loaded or running in any dialing mode.
3. One or more of these Campaign Groups are unloaded, while the others continue to run or be active.

OCS now only responds with the proper Campaign Status notification messages for active and running Campaign Groups. Previously in this scenario, OCS sent Campaign Status notifications followed by the error No CampaignGroup found.

(ER# 300329417)

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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 release for this product. This release contains no new features or functionality.

Corrections and Modifications

This release includes the following correction and modification:

OCS now properly delivers campaign status notification events (such as CampaignLoaded, CampaignStarted, and so on) to the agent's desktop in the following scenario:

1. A Virtual Agent Group with a LoggedIn(queue@switch) expression is used.
2. An agent logs out while leaving some records unprocessed on the desktop. The agent logs out of Ready (WaitForNextCall) state; that is, the agent does not go to Not Ready state before logging out.
3. While OCS is still running, an agent logs back in to the same or another Virtual Agent Group.

Previously in this scenario, OCS did not deliver campaign status notification events to the desktop when the agent logged back in.

(ER# 266182381)

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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 release for this product. This release contains no new features or functionality.

Corrections and Modifications

This release includes the following corrections and modifications:

OCS now continues working properly when running on the Windows 64-bit platform in the following scenario:

1. One or more chains consist of a single record.
2. A treatment of type Next in chain with cycling over the chain is configured. That is, the Cycle Attempt property of the treatment is set to a positive value of 2 or more.
3. The treatment is applied to the chain and the chain is flushed to the database and then retrieved, due either to a long interval between attempts or to the campaign being unloaded and then reloaded.

Previously in this scenario, OCS sometimes exited abnormally.

(ER# 293150155, 290955389)

OCS now correctly populates the Connected to an agent timestamp in the Audit Trail Log in the following scenario:

1. The Campaign is dialing through CPD Server in Transfer mode.
2. CPD Server is instructed to use single-step transfer or mute transfer of a successful outbound call to the Voice Transfer Destination (VTD), by setting the OCS option call_transfer_type to the value one_step.
3. The outbound call is dialed, transferred to the VTD, and then established on the agent�s DN.

Previously in this scenario, OCS used the timestamp of transfer completion to populate the Connected to an agent timestamp. This was incorrect, since the transfer was completed in this scenario when the outbound call entered the VTD queue.

(ER# 287882405)

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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 release for this product. This section describes new features that were introduced in this release of OCS.

• You can now define the minimum value of the Hit Ratio used by the Classical Predictive algorithm. In previous releases, OCS considered the Hit Ratio to be 5% when its real value fell below 5%. To define the value, use the following new configuration option:

  pa-hitratio-min
  Default Value: 5
  Valid Values: 0.0000000001 (1.0e-10) to 100.0 in decimal format; for example, 0.55, 2, 3.5, 1.0e-9
  Configuration Level: Application, Campaign Group
  Changes Take Effect: Immediately

  Specifies, in percent (%), the minimum value of Hit Ratio used to predict the dialing rate by the Classical Predictive algorithm. If the current estimated Hit Ratio is less than the value set by this option, then OCS uses the value of this option for pacing calculations.

  Warning: Values lower than the default value of this option might cause significant overdialing.

  Notes:

  • Zero (0.0) is not a valid value for this option.
  • This option takes effect only for the Classical Predictive algorithm.

  (ER# 281991686)

Corrections and Modifications

This release also includes the following correction and modification:

Build 2 of this release corrects a build issue in which detection of the DNS domain name was incorrect for some HP-UX DNS configurations, and must be used to install this release of OCS. When Build 1 was used, the installation script failed to properly retrieve host and application information for OCS from Configuration Server during installation. (ER# 289342233)

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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 release for this product. This release contains no new features or functionality.

Corrections and Modifications

This release includes the following correction or modification:

OCS now properly observes the value of the stale_clean_timeout option at all times. Any record that is being processed longer than the value of this timeout is now finalized with Stale call result immediately after the timeout expires. Previously, OCS sometimes kept the record in processing longer than the value of this timeout, depending on the rate of records arriving for processing. (ER# 280407703)

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Supported Operating Systems

New in This Release

This is a hot fix release for this product. This release contains no new features or functionality.

Corrections and Modifications

This release includes the following correction or modification:

OCS now correctly marks the record with the call result Abandoned in the following scenario:

1. A chain of records consists of two or more records.
2. OCS is dialing via CPD Server in Transfer mode and the OCS option call_transfer_type is set to the value two_step.
3. CPD Server makes an outbound call, detects a positive call result, and begins transferring the call to an agent. The agent desktop receives a consult call and requests the complete chain of records from OCS by sending ChainedRecordRequest upon ringing of the consult call on the agent�s DN.
4. The agent does not immediately answer the ringing call and the outbound call becomes abandoned.
5. The agent changes state to Ready and OCS receives notification about the agent going into Ready state before receiving the call progress notification from CPD Server.

Previously in this scenario, OCS erroneously marked the record with the call result Unknown Call Result. (ER# 268974503)

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Supported Operating Systems

New in This Release

This is a hot fix release for this product. This release contains the following new feature or functionality:

• A new option enables you to control how the number of ready records and ready chains is calculated by OCS for reporting purposes:

  record-count-use-timeframe

  Type: Optional

  Default Value: false/no

  Valid Values: true/yes and false/no

  Changes Take Effect: When campaign is activated.

  Option Level: Application/Campaign

  Specifies whether OCS considers the time_from/time_till boundaries when the number of ready records and ready chains in the calling list is calculated. This option is set on an application-level and/or the individual campaign-level. The campaign-level setting has priority over the application-level.

  Note: When set at the Application level, configure this option on the Options tab of the OCS Application object. When set at the Campaign level, configure it on the Annex tab of the Campaign configuration object. (ER# 271065324)

Corrections and Modifications

This release includes no corrections or modifications.

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Supported Operating Systems

New in This Release

This is a hot fix release for this product. This release contains no new features or functionality.

Corrections and Modifications

This release includes the following correction or modification:

OCS now correctly calculates the CurrentNumberChainsFinalized Java statistic, which is delivered to Stat Server via the OCC Java Extension. OCS now counts only chains with the statuses Updated, Stale, Canceled, AgentError, and MissedCallBack for this statistic.

Previously, OCS calculated this statistic incorrectly and considered as finalized chains with types other than General (for example Personal Callback or Campaign Callback) that had the Ready status. (ER# 267083483)

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Supported Operating Systems

New in This Release

This is a hot fix release for this product. This release contains no new features or functionality.

Corrections and Modifications

This release includes the following correction or modification:

OCS now properly processes dynamic configuration modifications made to Campaign Groups in the following scenarios:

Scenario 1

1. OCS is running.
2. Campaign Group A (Campaign A is associated with Group A) is deleted.
3. A new Campaign Group A is created, that also associates Campaign A with Group A.

Scenario 2

1. OCS is running.
2. Campaign Group A (Campaign A is associated with Group A) is deleted.
3. Another Campaign Group, that associates Campaign A with any other Group, is modified in the configuration so that it associates Campaign A with Group A.

Previously, in both scenarios, OCS was unable to properly process these types of configuration modifications. As a result, an attempt to load Campaign Group A after the configuration was modified resulted in a Campaign Group not found error message. (ER# 252437211)

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Supported Operating Systems

New in This Release

This is a hot fix release for this product. This release contains no new features or functionality.

Corrections and Modifications

This release includes the following correction or modification:

OCS now properly delivers CurrentAgentAssignment statistical data via the OCC Java Extension to Stat Server in the following scenario:

1. The primary and backup Outbound Contact Servers are running.
2. The primary and backup Stat Servers are running.
3. Campaign Group 1, using the Agent Assignment in Multiple Campaigns feature, is running in an auto-dialing mode within the primary OCS.
4. Agent 1 is assigned to Campaign Group 1.
5. The primary OCS is stopped and the backup OCS is promoted to the primary and continues running Campaign Group 1.
6. The backup Stat Server becomes the primary due to the primary Stat Server being stopped or switched over.
7. The primary OCS reconnects to the newly promoted primary Stat Server.

Previously in this scenario, after being promoted to the primary and reconnecting to Stat Server, OCS failed to deliver CurrentAgentAssignment statistical data to Stat Server, so by default Stat Server considered Agent 1 to be assigned to Inbound. This caused the outbound calls dialed by Campaign Group 1 to not be delivered to Agent 1 until this agent either logged out and logged back in, or was reassigned by OCS to another Campaign Group and then reassigned back. (ER# 256778963)

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Supported Operating Systems

New in This Release

This is a hot fix release for this product. This release contains no new features or functionality.

Corrections and Modifications

This release includes the following correction or modification:

OCS now periodically (once every 100 seconds) attempts to retrieve Personal Callback and Personal Rescheduled records regardless of the presence of other types of records in its memory buffers.

Previously, OCS did not retrieve Personal Callback and Personal Rescheduled records for a given Campaign if the following conditions were met:

• A Campaign Group is loaded or running.
• The buffer for Campaign Callback records is either full, up to the Optimal Buffer Size, or at least exceeds the Minimum Buffer Size.
• The buffer for Campaign Rescheduled records is either full, up to the Optimal Buffer Size, or at least exceeds the Minimum Buffer Size.

OCS's failure to retrieve Personal Callback and Personal Rescheduled records may have caused a delay in the delivery of those records to the agent desktops for processing. The problem was especially noticeable if the mentioned buffers were full and records were not leaving those buffers for a considerable amount of time (for example, 10 or more minutes) because OCS was not processing them. This could have happened, for example, if a Campaign Group was running in an auto-dialing mode, the predictive_callback option was set to true, and all agents in the Campaign Group were busy or not available. (ER# 255822878)

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Supported Operating Systems

New in This Release

This is a hot fix release for this product. This release contains no new features or functionality.

Corrections and Modifications

This release includes the following correction or modification:

OCS now properly unloads a Campaign Group in the following scenarios:

Scenario 1

1. A Campaign Group is running.
2. OCS applies a treatment to any unsuccessful call result.
3. The treatment interval exceeds the threshold value (as defined by the treatment_sched_threshold option), so the chain is removed from OCS buffers and OCS attempts to update the treatments field with the treatments history.
4. The attempt to update the treatments history is not successful (for example, if the Calling List table does not contain the treatments field) and DB Server returns an ERROR message to OCS.

Scenario 2

1. OCS is configured to store the name of the Campaign in the Calling List table (as defined by the campaign_name_field option).
2. A Campaign Group is loaded or running.
3. OCS attempts to store the name of the Campaign in the Calling List table.
4. The attempt to store the name of the Campaign is not successful and DB Server returns an ERROR message to OCS.

Previously in both scenarios, OCS failed to properly process the ERROR message from DB Server. As a result, the Campaign Group was stuck in the Unloading state when it was being unloaded and Force Unload had to be used to unload the Campaign Group. (ER# 239720509)

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Supported Operating Systems

New in This Release

This is a hot fix release for this product. This release contains no new features or functionality.

Corrections and Modifications

This release includes the following correction or modification:

OCS now properly reconnects to DB Server in the following scenario:

1. The primary and backup Outbound Contact Servers are running.
2. One or more Campaign Groups are active or running within the primary OCS.
3. The primary OCS is connected to several DB Servers (for example, if a Campaign includes several Calling Lists, each with its own assigned DB Server).
4. The primary OCS is switched to the backup mode and after some time it is switched back to the primary mode.
5. While running in the backup mode, OCS loses its connection to DB Server (for example, if the primary DB Server is switched to the backup mode) and then reconnects to DB Server.

Previously in this scenario, OCS might have mixed the DB Servers with which it was working and delivered requests/processed responses to and from a different DB Server. As a result, OCS sometimes stopped retrieving records from the Calling List. In addition, a Campaign sometimes became stuck in the Unloading state with the Force Unload procedure becoming unresponsive. (ER# 254940837)

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Supported Operating Systems

New in This Release

This is a hot fix release for this product. This release contains no new features or functionality.

Corrections and Modifications

This release includes the following correction or modification:

OCS now suppresses EventOCSCampaignStopped and/or EventOCSCampaignUnloaded notifications to Interaction Concentrator (ICON) in the following scenario:

1. The primary and backup pair of Outbound Contact Servers is running.
2. One or more Campaign Groups are active or running within the primary OCS.
3. The primary OCS is stopped by a specific signal from LCA (for example, it is stopped using the Solution Control Interface).

Previously in this scenario, upon exit, the primary OCS distributed EventOCSCampaignStopped and/or EventOCSCampaignUnloaded notifications to ICON for each Campaign Group that was active or running. This resulted in incorrect reporting, as these same Campaign Groups remained active/running within the backup OCS that was promoted to the new primary. (ER# 251915225)

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Supported Operating Systems

New in This Release

This is a hot fix release for this product. This release contains no new features or functionality.

Corrections and Modifications

This release includes the following correction or modification:

OCS now stores the correct call result in the Audit Trail Log in the following scenario:

1. An outbound call is dialed and distributed to an agent.
2. The agent modifies the call result by sending UpdateCallCompletionStats or RecordProcessed request(s) to OCS before releasing the outbound call.
3. The outbound call is released.

Previously in this scenario, OCS stored the custom call result as specified by the agent instead of the telephony call result. (ER# 248735383)

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Supported Operating Systems

New in This Release

This is a hot fix release for this product. This release contains no new features or functionality.

Corrections and Modifications

This release includes the following correction or modification:

OCS now continues working normally in the following scenario:

1. A Campaign Group is loaded.
2. The Campaign that belongs to the Campaign Group contains one or more Calling List(s) that references a Table Access object based on a Format that does not have any Fields associated with it.

Previously in this scenario, OCS terminated unexpectedly.

Note: A Table Access object based on a Format that does not have any associated Fields cannot be used for an outbound Calling List. OCS will ignore a Calling List that references such a Table Access object.

(ER# 248928451)

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Supported Operating Systems

New in This Release

This is a hot fix release for this product. This release contains no new features or functionality.

Corrections and Modifications

This release includes the following corrections or modifications:

OCS now functions as expected in the following scenario:

1. An agent receives an outbound call or a preview record on the desktop.
2. The agent desktop updates the call result with a negative value and then finalizes the chain.
   For example, desktop might send a RecordProcessed request with the GSW_CALL_RESULT=-1 attribute or an UpdateCallCompletionStats request with the GSW_CALL_RESULT=-1 attribute, followed by a RecordProcessed request with no specified GSW_CALL_RESULT attribute.

Previously in this scenario, OCS might have terminated unexpectedly when finalizing the chain of records.

(ER# 253708379)

OCS now updates the call result field of the record correctly in the following scenario:

1. An agent receives an outbound call or a preview record on the desktop.
2. The agent desktop updates the call result with the value Ok (0) and then finalizes the chain without applying a treatment.
   For example, desktop might send a RecordProcessed request with the GSW_CALL_RESULT=0 attribute and with no GSW_TREATMENT attribute or an UpdateCallCompletionStats request with the GSW_CALL_RESULT=0 attribute, followed by a RecordProcessed request with no specified GSW_CALL_RESULT and GSW_TREATMENT attributes.

Previously in this scenario, OCS updated the call result field of the record with the Unknown Call Result (28) call result.

(ER# 253764793)

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Supported Operating Systems

New in This Release

This is a hot fix release for this product. This release contains no new features or functionality.

Corrections and Modifications

This release includes the following correction or modification:

In the following scenario, OCS now correctly sets the call_result field of a record to Do Not Call:

1. The record is delivered to the agent desktop in any dialing mode.
2. The agent desktop sends OCS a DoNotCall request using the record handle of the record.

Previously in this scenario, OCS incorrectly set the call_result field of the record to Unknown Call Result after receiving the DoNotCall request.

(ER# 250917518)

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Supported Operating Systems

New in This Release

This is a hot fix release for this product. This release contains no new features or functionality.

Corrections and Modifications

This release includes the following correction or modification:

OCS now properly (re)connects to Configuration Server or Configuration Server Proxy in the following scenario:

1. OCS either
   • loses connection to Configuration Server or Configuration Server Proxy, or
   • is unable to connect to Configuration Server or Configuration Server Proxy when started.
2. OCS attempts to (re)open the connection.
3. If a (re)connection attempt fails, OCS adds the following message to its log, 4502 �Cannot connect to Configuration Server...�, and continues trying.

Previously, in this scenario, OCS stopped trying to (re)connect after the first attempt.

Note: This scenario is more likely to occur when OCS is running on a UNIX platform rather than on a Windows platform.

(ER# 248603453)

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Supported Operating Systems

New in This Release

This is a hot fix release for this product. This release contains no new features or functionality.

Corrections and Modifications

This release includes the following correction or modification:

OCS now counts a call with an Answering Machine call result as an unsuccessful call in the following scenario:

1. A Campaign Group is running in the Predictive or Predictive with Seizing dialing mode.
2. A treatment is configured for an Answering Machine call result as follows: Apply to Call: Transfer (or Connect); Apply to record: Update all records in chain.
3. The DN that is specified as a Destination DN for the treatment is unknown to OCS (that is, it is not configured as a Voice Transfer Destination DN or an Origination DN for any running Campaign Group).

Previously in this scenario, the call was cleaned up from the Predictive Algorithm counters and so was not included in the Hit Ratio calculation. Since the percentage of these calls affects the dialing rate proportionally, a slower dialing may have resulted if the number of these calls was significant. For example, if there were 20% of these calls, OCS would decrease its dialing rate by 20%.

(ER# 247990191)

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Supported Operating Systems

New in This Release

This is a hot fix release for this product. This release contains no new features or functionality.

Corrections and Modifications

This release includes the following correction or modification:

OCS now properly processes the History Log Expired notification message during a reconnection to Configuration Server or Configuration Server Proxy in the following scenarios:

• OCS starts before Configuration Server or Configuration Server Proxy starts and attempts to connect to it periodically until Configuration Server (or Proxy) starts and the connection succeeds.
• OCS loses its connection to the primary Configuration Server Proxy and connects to the backup Configuration Server Proxy.

Previously, OCS did not process the History Log Expired notification message properly, and although OCS did connect to the server, the (re)connection procedure was not fully executed. As a result, OCS did not receive notifications of configuration modifications and was unable to correctly respond to them.

(ER# 238178239)

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Supported Operating Systems

New in This Release

This is a hot fix release for this product. This release contains no new features or functionality.

Corrections and Modifications

This release includes the following correction or modification:

OCS now continues normal operations in the following scenario:

1. A Campaign Group with an associated Agent Group is active or running.
2. An agent, who belongs to the Agent Group, receives a preview record or personal callback record on the desktop.
3. This same agent requests and receives the entire chain for the preview record or personal callback record.
4. The shortcut to this agent (person) is removed from the Agent Group.
5. The agent logs out while still keeping the chain of records on the desktop.
6. The shortcut to this agent (person) is added back to the Agent Group before stale_clean_timeout expires for the chain of records.

Previously in this scenario, OCS might have terminated unexpectedly.

(ER# 246457536)

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Supported Operating Systems

New in This Release

This is a hot fix release for this product. This release contains no new features or functionality.

Corrections and Modifications

This release includes the following correction or modification:

OCS now correctly populates the agent_id field of the calling record being processed in the following scenario:

1. A regular Agent Group or Virtual Agent Group is associated with a Campaign.
2. The Campaign Group for this Campaign is running in any dialing mode.
3. Agent A, who belongs to the Agent Group and is logged into Place A, receives and processes calling records.
4. Agent A is removed from the Agent Group (for example, by removing the shortcut to this person in the configuration for the regular Agent Group or by changing the skill setting of this person for the Virtual Agent Group) while this agent still has some calling records on the desktop.
5. Agent A completes the processing of these remaining calling records and logs out.
6. Agent B, who also belongs to the Agent Group, logs into the same Place A and begins receiving and processing calling records.

Previously in this scenario, OCS incorrectly populated the agent_id field of the records processed by Agent B with the ID of Agent A. This resulted in personal callbacks being processed by the wrong agent. This also affected reporting, as the records processed by Agent B were still reported as processed by Agent A.

(ER# 243891945)

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Supported Operating Systems

New in This Release

This is a hot fix release for this product. This release contains no new features or functionality.

Corrections and Modifications

This release includes the following correction or modification:

OCS now correctly delivers statistical data for Outbound Contact (OC)-specific statistics via the OCC Java Extension in the following scenario:

• OCS is deployed in Warm Standby Mode.
• Both the primary and backup Outbound Contact Servers are running and delivering statistical data to Stat Server.

Previously, in this scenario, OC-specific statistics (including statistics related to the Agent Assignment functionality) might have been reported as zeroes. This might have caused the Agent Assignment feature to work incorrectly.

Note: This fix requires OCC Java Extension version 7.6.100.04 or later.

(ER# 222644411)

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Supported Operating Systems

New in This Release

This is a hot fix release for this product. This release contains no new features or functionality.

Corrections and Modifications

This release includes the following corrections or modifications:

OCS now always adds a space symbol between the parts of a multi-section dialing filter when doing a concatenation. For example, you have the following multi-section dialing filter:

criteria=record_id is not null and
criteria1=record_id <> 0 and
criteria2 =record_id < 65536

Based on this multi-section dialing filter, OCS forms the SQL clause: record_id is not null and record_id <> 0 and record_id < 65536.

This rule applies to both the 'where' and 'order by' sections of the dialing filter.

Previously, OCS did not add the space symbol and concatenated the parts of the filter 'as is.' This might have produced an invalid SQL clause if the extra space at the beginning or end of the dialing filter section was omitted or truncated.

(ER# 236140023)

OCS now works properly in the following scenario:

1. The Voice Transfer Destination (VTD) DN is deleted or modified while the Campaign Group is active/running.
2. This same Campaign Group is unloaded.
3. The VTD DN is modified in the configuration (for example, the Universal Routing Server strategy is loaded or unloaded on this DN).

Previously, in this scenario, when the DN was modified, OCS might have terminated abnormally.

(ER# 239720652)

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Supported Operating Systems

New in This Release

This is a hot fix release for this product. This release contains the following new feature or functionality:

• OCS now supports the new hard_acw value for the outbound_answer_action and the outbound_release_action options. Use this value when agent states are monitored in the contact center and it is not sufficient to identify that the agent is in the Not Ready state when the agent is performing after call work.

  • When the outbound_answer_action option is set to hard_acw, OCS sends a request to T-Server to force the teleset to the After Call Work state after an outbound call is established on an agent�s DN.
  • When the outbound_release_action option is set to hard_acw, OCS sends a request to T-Server to force the teleset to the After Call Work state after an outbound call is released from the agent�s DN.

  Note: When either of these options is set to the hard_acw value, OCS delivers RequestAgentNotReady to T-Server with AttributeAgentWorkMode set to 3 (AfterCallWork).

  (ER# 236975813)

Corrections and Modifications

This release includes the following correction or modification:

OCS now continues operating normally when it receives a subscription request from Stat Server for an unknown Java Stat Type. Previously, OCS may have terminated abnormally in this situation. (ER# 237138731)

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Supported Operating Systems

New in This Release

This is a hot fix release for this product. This release contains no new features or functionality.

Corrections and Modifications

This release includes the following correction or modification:

In a primary/backup OCS configuration, the backup OCS now properly processes primary OCS notifications in the following scenario:

1. The primary and backup OCS start.
2. The primary OCS runs at least one Campaign in any dialing mode, making calls, and processing dialing records.
3. OCS receives an AddRecord request from an agent�s desktop and attempts to add the record, but fails to do so for any reason.
4. A switchover occurs, and the backup OCS becomes the primary, continuing to run the same Campaign, while the primary becomes the backup.
5. Another switchover occurs, so that the OCS application that was the primary in Step 1 becomes the primary again.

Previously, in this scenario, the OCS application that regained the primary role in Step 5 could exit abnormally when attempting to update a record in the Calling List.

(ER# 234146265)

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Supported Operating Systems

New in This Release

This is a hot fix release for this product. This release contains no new features or functionality.

Corrections and Modifications

This release includes the following correction or modification:

OCS now correctly tracks agent states after a switchover from the primary to backup server, in the following scenario:

1. The Campaign is running in the Progressive with seizing or the Predictive with seizing dialing mode.
2. Some agents are busy with outbound calls (that is, outbound calls are bridged with engaging calls and are in progress).
3. A switchover from the primary to the backup OCS occurs.

Previously, when the backup OCS became the primary, it considered agents who were handling outbound calls as being on engaging calls only and ready to be connected (bridged) to outbound calls. As a result, OCS dialed more outbound calls than the number of agents available, which may have been abandoned because they could not be bridged to agents.

(ER# 233926634)

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Supported Operating Systems

New in This Release

This is a hot fix release for this product. This release contains no new features or functionality.

Corrections and Modifications

This release includes the following corrections or modifications:

In the following scenario, OCS now properly recognizes an agent's login after the agent's DN is removed and then added back to the configuration:

1. A Campaign Group is active or running.
2. An agent is configured for the group that belongs to the Campaign Group.
3. The DN, used for agent's login, is deleted from the configuration.
4. A DN with the same name is added back into the configuration.
5. The DN is added back to the agent's place.
6. The agent logs back in.

Previously, OCS did not recognize the agent in this scenario. Any attempt that the agent made to send a Desktop Protocol request to OCS resulted in an Unknown Agent error message.

(ER# 228681168)

In the following scenario, OCS now correctly keeps the original call result for the record (as stored in the Calling List):

1. A Campaign Group is running in the Preview dialing mode.
2. The agent_logout_preview_call_result option is set to -1.
3. The agent receives a preview record with the call result value of Unknown Call Result, which was stored in the Calling List.
4. The agent logs out without updating the call result of the record, and that record is still on the agent's desktop.

Previously, OCS incorrectly assigned the OK call result in this scenario.

(ER# 222348511)

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Supported Operating Systems

New in This Release

This is a hot fix release for this product. This release contains no new features or functionality.

Corrections and Modifications

This release includes the following corrections or modifications:

In the following scenario, OCS now properly processes notifications from Configuration Server when configuration changes are made:

1. OCS is configured to use a user account, other than the default SYSTEM account, as specified in the Log On As section on the Security tab of the OCS application object.
2. The user account, which OCS uses, is restricted to access a limited number of configuration objects (for example, applications).
3. A configuration object, to which the OCS user has restricted rights, is modified in the configuration while OCS is active.

Previously, OCS sometimes terminated unexpectedly when it was unable to properly process these notifications that Configuration Server sent to OCS but should not have.

(ER# 229429675)

OCS now processes the following call flow correctly:

1. A Campaign Group uses CPD Server in a Transfer mode as the dialer.
2. When CPD Server transfers an outbound call to the Routing Point for distribution to agents, OCS does not receive EventQueued and EventDiverted from T-Server.
3. When the outbound call reaches an agent desktop, OCS receives EventRinging from T-Server.
4. The agent desktop sends a request (for example, ChainedRecordRequest) to OCS for the record handle of the record associated with the ringing outbound call.

Previously, OCS could not properly process this event flow and might have terminated unexpectedly.

Note: The configuration is incorrect if OCS does not receive EventQueued and EventDiverted for outbound calls in a Transfer mode with CPD Server. Without these messages, OCS cannot properly use its pacing algorithm to calculate the number of outbound calls to dial. If a Routing Point and Genesys Universal Routing are used for outbound call distribution, and outbound calls are being delivered to the agent's Extension instead of an ACD Position, a Virtual Queue must be configured for the Routing Point.

(ER# 229713388)

OCS now supports any positive integer as a value for the stale_clean_timeout option, up to the maximum integer limit of the operating system. Previously, this OCS option had a hard-coded upper limit of 3600 (minutes). If the value was set higher than 3600, OCS used the default value of 30.

(ER# 230137370)

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Supported Operating Systems

New in This Release

This is a hot fix release for this product. This release contains no new features or functionality.

Corrections and Modifications

This release includes the following corrections or modifications:

OCS now properly processes configuration changes made in a calling list (for example, filter modifications) if those changes are made after the campaign that contains the calling list is unloaded. Previously, OCS might have terminated unexpectedly in this scenario. (ER# 213908369)

OCS now properly processes the call flow and assigns the Abandoned call result to a calling list record in the following scenario:

1. A Campaign Group uses CPD Server to dial calls in the Transfer mode.
2. The OCS call_transfer_type option is set to one_step.
3. CPD Server transfers an outbound call to a queue (or a routing point).
4. The call is abandoned while waiting in the queue (or on the routing point).
5. OCS receives the call progress notification from CPD Server, which arrives after OCS receives EventAbandoned from T-Server.

Previously, OCS could not properly process the call flow described above and the calling list record remained in the OCS memory, until OCS identified the record as Stale after stale_clean_timeout expired.

(ER# 224624474)

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Supported Operating Systems

New in This Release

This is a hot fix release for this product. This release contains no new features or functionality.

Corrections and Modifications

This release includes the following correction or modification:

OCS now correctly calculates the total number of agents and the number of agents who are considered Not Available in the scenario where agents are busy with inbound calls that are longer than the value of the inbound_agent_outlier_limit option. Previously, starting with version 7.6.101.20, OCS incorrectly calculated the total number of agents and the number of agents who are considered Not Available in this scenario. (ER# 226526219)

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Supported Operating Systems

New in This Release

This is a hot fix release for this product. This release contains no new features or functionality.

Corrections and Modifications

This release includes the following corrections and modifications:

When the transfer_to_unknown_dn and divert_to_unknown_dn options are set to false, OCS now properly recognizes a transfer or diversion to an unknown DN in the following scenarios:

Transfer Scenario

1. An outbound call is transferred from the agent�s DN to a DN that is unknown to OCS.
2. T-Server distributes EventReleased with AttributeOtherDN that contains the name of the DN to which the call is transferred.
3. The name of the DN is not an empty string and that DN name is not present in the Genesys configuration.

Diverted Scenario

1. An outbound call is diverted from the Voice Transfer Destination DN or Origination DN to a DN that is unknown to OCS.
2. T-Server distributes EventDiverted with AttributeThirdPartyDN that contains the name of the DN to which the call is diverted.
3. The name of the DN is not an empty string and that DN name is not present in the Genesys configuration.

Previously, OCS considered these DNs as known and therefore did not apply the Stale call result to the call.

(ER# 212914787)

If the transfer_to_unknown_dn option is set to true or yes, OCS no longer revokes the access rights to a record, and to the associated chained records, of an agent who initiated and completed the transfer of an outbound call to an unknown DN (for example, a DN outside of the contact center), provided that the call contains the GSW_RECORD_HANDLE key in its user data. Previously, OCS revoked all such rights in this scenario, which prevented the agent from properly completing the processing of the outbound record. (ER# 222993133)

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Supported Operating Systems

New in This Release

This is a hot fix release for this product. This release contains no new features or functionality.

Corrections and Modifications

This release includes the following corrections and modifications:

OCS now correctly populates the value for the attempt field of the DA_RECORD_PROCESSED action (Action Code 11), when adding information to the Record History Log. Previously, OCS incorrectly incremented the value of the attempt field by 1, except when the record was finalized as a result of a treatment application. (ER# 222760478)

OCS now correctly logs data for the DA_RECORD_PROCESSED action (Action Code 11), when adding information to the Record History Log. Previously, OCS incorrectly duplicated the output for this action code, except when the chain of record was finalized due to campaign unloading or a dialing filter modification while the campaign was active or running. (ER# 223979703)

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Supported Operating Systems

New in This Release

This is a hot fix release for this product. This release contains the following new feature or functionality:

• OCS now includes an enhancement to the Garbage Collector for tracking engaging calls in the dialing state. Whenever an engaging call remains in a dialing state longer than the value of the call_wait_agent_connected_timeout option multiplied by 1.5, OCS considers this call completed and dials the next engaging call if any Ready agents are available. This enhancement reduces the possibility of errors when OCS handles improper engaging call distribution scenarios.

  Previously, in the Progressive with Seizing and Predictive with Seizing dialing modes, OCS only decremented the counter of dialed engaging calls when the engaging call reached an agent or CPD Server reported a dialing error. In situations when an engaging call was dialed but OCS did not receive a notification that the call reached an agent (for example, if the engaging call was distributed to an unknown agent), OCS still counted this call as dialed. This may have caused OCS to dial fewer engaging calls than the number of Ready agents, resulting in an agent not being engaged and thus not participating in the outbound campaign.

  Note: This enhancement requires CPD Server version 7.6.101.08 or later.

  (ER# 220377371)

Corrections and Modifications

This release contains no corrections or modifications.

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Supported Operating Systems

New in This Release

This is a hot fix release for this product. This release contains no new features or functionality.

Corrections and Modifications

This release includes the following correction or modification:

In auto-dialing modes, when OCS processes a soft logout (that is, the LogOut user event), and calculates the number of outbound calls currently in a dialing state that are expected to reach agents, OCS now rounds the product up to the next integer if the value includes a fractional number. OCS performs this calculation by multiplying the current number of dialed calls by the Hit Ratio; therefore, for 1 call multiplied by a .889 Hit Ratio, the product is now rounded to 1, or for 3 calls multiplied by a .40 Hit Ratio, the product is now rounded to 2.

Previously, OCS discarded the fractional portion of the product. In situations where the product was less than 1, the value (the number of calls that were expected to reach an agent) became 0. This may have caused OCS to authorize an agent to log out when an outbound call could have been routed to this agent, resulting in an abandoned outbound call.

(ER# 218572169)

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Supported Operating Systems

New in This Release

This is a hot fix release for this product. This release contains the following new features or functionality:

• OCS now supports a new pa-inbound-ignore option to enable users to specify how to handle dialing-pace calculations for outbound and engaging calls in the Progressive with seizing and the Predictive with seizing dialing modes with respect to inbound traffic. The option information is as follows:

  pa-inbound-ignore
  Type: Optional
  Default Value: none
  Valid Values: none, outbound, engage, all
  Configuration Level: Campaign Group / Application
  Changes Take Effect: Immediately

  Specifies which method OCS uses to ignore the sampled value of inbound traffic in dialing pace calculations. The values function as follows:

  • none–OCS does not ignore the inbound traffic and uses it to calculate the dialing pace for outbound and engaging call dialing.
  • outbound–OCS ignores the inbound traffic for the dialing pace of outbound calls and uses it only for the dialing pace of engaging calls.
  • engage–OCS ignores the inbound traffic for the dialing pace of engaging calls and uses it only for the dialing pace of outbound calls.
  • all–OCS ignores the inbound traffic and does not use it for calculating the dialing pace for outbound and engaging calls.

  (ER# 220299309)

• OCS no longer considers the number of inbound calls in a queue when calculating the outbound dialing pace in the Progressive with seizing and the Predictive with seizing dialing modes for the Small Group and Advanced Small Group predictive algorithms. Previously, OCS used the number of these inbound calls in the dialing-pace calculations in this scenario, which reduced the outbound dialing pace. (ER# 220318304)

Corrections and Modifications

This release includes the following corrections and modifications:

OCS now properly decrements the counter of inbound calls for a queue, in the following scenario:

1. An inbound call queued on the Voice Transfer Destination (VTD) DN or the Origination DN of campaign Group 1 is transferred and then established on a DN that belongs to a place configured for another Campaign Group 2.
2. Campaign Group 2 is not running at the time that the inbound call is transferred.

OCS no longer uses the Small Group predictive algorithm to calculate the dialing pace for the initial outbound calls at the start of the campaign, when the predictive_algorithm option is set to the classical value. Previously, OCS used the Small Group algorithm in this scenario, even if the option was set to the classical value. (ER# 220377271)

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Supported Operating Systems

New in This Release

This is a hot fix release for this product. This release contains no new features or functionality.

Corrections and Modifications

This release includes the following corrections and modifications:

OCS now correctly delivers GSW_STAT_EVENT Callback Completed (17) to Stat Server in the following scenario:

1. The predictive_callback option is set to yes or true.
2. A Campaign callback record is delivered to an agent.
3. The agent processes this record.

Previously, OCS did not send this statistical event in this scenario, which caused the statistical value of the callbacks counter to show an incorrect result.

(ER# 215912653)

OCS now correctly populates the GSW_CALL_RESULT attribute with the Cancel Record (52) call result when it sends the GSW_STAT_EVENT Call Completed (14) and Lead Processed (15) to Stat Server for a record that was canceled from the agent desktop. Previously, OCS incorrectly populated the GSW_CALL_RESULT attribute of GSW_STAT_EVENT Call Completed (14) and Lead Processed (15) with the Unknown (28) call result. (ER# 215912430)

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Supported Operating Systems

New in This Release

This is a hot fix release for this product. This release contains no new features or functionality.

Corrections and Modifications

This release includes the following correction or modification:

Outbound Contact Server (OCS) now continues tracking an inbound call even if the CallID attribute of this call changes (for example, due to an external transfer). Previously, in this scenario, OCS lost track of the inbound call, which may have caused slow dialing.

(ER# 215611201)

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Supported Operating Systems

New in This Release

This is a hot fix release for this product. This release contains the following new feature or functionality:

• OCS now supports a new asm_drop_am_announcement_data option that enables the playing of a unique announcement for each campaign when an answering machine is detected. The option information is as follows:

  asm_drop_am_announcement_data
  Type: Optional
  Default Value: An empty string
  Valid Values: Path to the file in the VOX format (string)
  Configuration Level: Campaign Group/Application
  Changes Take Effect: Immediately

  Specifies the full name (including the path) to the file (in the VOX format) with the announcement that OCS provides to CPD Server. CPD Server plays this announcement when an Answering Machine call result is detected on the customer leg and then CPD Server must release the established customer leg of the outbound call because either:

  • The customer leg could not be bridged with the engage call leg,

  or

  • No destination DN is specified for bridging answering machine detected calls.

  This option can be used with the asm_drop_announcement_data option (see the Outbound Contact 7.6 Deployment Guide for a description). While the asm_drop_announcement_data option instructs CPD Server to play the same announcement regardless of the call result, using both options together allows CPD Server to play different announcements for Answer and Answering Machine call results.

  Notes:

  • This feature can only be used in the Active Switching Matrix (ASM) mode.
  • This feature requires CPD Server version 7.6.101.05 or later.

  (ER# 216952939)

Corrections and Modifications

This release contains no corrections or modifications.

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Supported Operating Systems

New in This Release

This is a hot fix release for this product. This release contains no new features or functionality.

Corrections and Modifications

This release includes the following correction or modification:

OCS now allows an agent to complete the processing of records that remain on his/her desktop after this agent has been removed from the group in the configuration, and possibly moved to another group, according to the following scenario:

1. An agent receives record(s) on his/her desktop on behalf of Campaign Group 1 (Campaign 1, Group 1).
2. The administrator removes this agent from Group 1 in the configuration, possibly moving him/her to another group, like Group 2.

Previously, if an agent was removed from the group, the agent could not update or complete the processing of any records on his/her desktop that belonged to Campaign Group 1.

(ER# 213525760)

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Supported Operating Systems

New in This Release

This is a hot fix release for this product. This section describes a new feature that was introduced in this release of Outbound Contact Server.

• In addition to making record cancellation requests according to the record handle and the phone number, they can now be made according to the customer ID, which is currently leveraged by the Do Not Call feature. To enable this ability, both the Desktop protocol and the 3rd party protocol have been extended to optionally include the GSW_CUSTOMER_ID attribute in the RequestRecordCancel and the GSW_CM_ReqCancelRecord requests respectively. With this enhancement, record cancellation requests can identify sets of records not only by the record handle and the phone number, but also by the customer ID. If more than one record identifier is included in the same request, the identifiers are prioritized as follows: record handle (highest), phone, and customer ID (lowest). OCS processes RequestRecordCancel by customer ID the same way the other types of RequestRecordCancel are processed. The only difference is that the records that are subject to cancellation are determined by the value of the customer ID field in the Calling List table.

  If you use customer ID for the Do Not Call list already, no further configuration is required. Otherwise, do the following:

  1. Create a user-defined field and Calling List object that leverage customer ID. For more details on how to configure these, see the "Deploying Do Not Call Functionality" chapter in the Outbound Contact 7.6 Deployment Guide.
  2. Configure the customer_id option to specify the field in the Calling List table to serve as the customer identifier. For information on this option, see the "Outbound Contact Configuration Options" chapter in the Outbound Contact 7.6 Deployment Guide.

     Note: This option can now be configured at the Campaign level, in addition to the Application level, which allows you to define distinct customer ID fields for different campaigns.

  (ER# 215302387)

Corrections and Modifications

This release contains no corrections or modifications.

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Supported Operating Systems

New in This Release

This is a hot fix release for this product. This section describes new features that were introduced in this release of Outbound Contact Server.

• Outbound Contact Server (OCS) now supports the application of the Apply to Record actions of Next-In-Chain and Next-In-Chain-After to the Answering Machine call result, whenever the Apply to Call action of Transfer or Connect is also configured for this call result. When the Answering Machine Detected call result is detected, the call is transferred to the specified destination and the next record in the chain is dialed.

  To configure this type of treatment, combine the Apply To Call and Apply To Record actions in one Treatment object:

  1. Configure these items as follows:
     • From the Apply to Call drop-down list, select Transfer or Connect.
     • Verify that the Apply to Record action is set to No Treatment.
     • In the Destination DN drop-down list, select the destination DN.
  2. From the Apply to Record drop-down list, select Next-In-Chain or Next-In-Chain-After.
  3. In the Number in sequence text box, specify a value of 1.

  Previously, OCS only supported the Apply to Record actions of Update all records in chain and No Treatment, whenever Transfer or Connect was also configured for the Answering Machine Detected call result.

  (ER# 212050481)

• OCS now provides call result information to Interaction Concentrator (ICON) in the following scenario:

  1. OCS requests T-Server to dial an outbound call using the RequestMakePredictiveCall request.
  2. T-Server replies to this request with EventError for any reason.
  3. OCS reports a Dial Error call result to ICON, so that this call result can be properly stored in the CALLRESULT column of ICON's GO_CHAINREC_HIST table, and in Genesys Info Mart's CONTACT_ATTEMPT_FACT table.

  Previously, in this scenario, OCS did not report a call result, so the call result field in these tables was not populated.

  (ER# 215686822)

Corrections and Modifications

This release includes the following correction or modification:

When values in the chain_id field for dialing records exceed 2,147,483,647 and OCS is running on a 32-bit platform, OCS now properly does the following:

• Updates records outside the parameters of the dialing filter (when the update_all_records option is set to true).
• Updates treatment history of the records.
• Marks records as Stale when the campaign is unloaded normally or force-unloaded.

Previously, on a 32-bit platform, OCS could not form SQL statements correctly for these types of updates.

Note: If the chain_id values in calling lists regularly exceed 2 billion, consider rechaining/updating the calling lists to reduce these values.

(ER# 215536107)

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Supported Operating Systems

New in This Release

This is a hot fix release for this product. This release contains no new features or functionality.

Corrections and Modifications

This release includes the following corrections or modifications:

Outbound Contact Server (OCS) now correctly processes the flow of events in the following scenario:

• CPD Server is used for dialing.
• CPD Server ports are configured in Configuration Manager and added to Place objects, so that OCS registers these ports with T-Server.

Previously, incorrect processing of events by OCS in this scenario may have caused slow dialing in predictive dialing modes.

(ER# 212914605)

OCS now properly notifies Stat Server about the current agent assignment in the following scenario:

1. Agents are assigned to multiple campaigns.
2. A Person object, which represents an agent, is deleted from the configuration.
3. A Person object, with the same Employee ID, is created in the configuration and added to the Agent Group.

Previously, OCS did not notify Stat Server about the current assignment in this scenario. As a result, Universal Routing Server (URS) might have determined that the target Campaign Group has no available agents to process an outbound call and delivered the outbound call somewhere else (for example, to the default destination).

(ER# 210048027)

OCS no longer terminates unexpectedly in the following scenario:

1. At least one campaign is loaded or running.
2. An agent configured for the Agent or Place Group associated with this campaign sends either PreviewRecordRequest or AddRecord from the desktop and the request contains the GSW_CAMPAIGN_NAME attribute with the value of Inbound.

Previously, OCS may have terminated unexpectedly in this scenario.

(ER# 210885433)

OCS no longer classifies an agent as engaged and available for an outbound call in the following scenario:

1. The agent releases an engaging call rather than being bridged with an outbound call.
2. The agent enters the AfterCallWork state.

Previously, because OCS classified the agent as engaged and available in this scenario, OCS continued dialing new outbound calls for this agent, who was not available to accept them.

(ER# 211687672)

OCS no longer terminates unexpectedly in the following scenario:

1. A campaign is running in the auto-dialing mode.
2. Agent 1 receives an outbound call.
3. Agent 1 initiates a two-step transfer to another agent (Agent 2) in the same group.
4. A Consult call is established between Agent 1 and Agent 2.
5. Agent 2 issues a Cancel or DoNotCall request by the record handle for the whole chain.
6. An attempt is made to update the record (for example, Agent 1 completes the transfer, releases the call, issues the RecordProcessed request, and so on).

Previously, OCS may have terminated unexpectedly in this scenario.

(ER# 211687777)

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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 Outbound Contact Server.

• Predictive dialing enhancements

• Self-diagnostics—In order to limit performance degradation, which could result in a deviation from the optimization parameters (Busy Factor, Overdial Rate, and Average Waiting Time) associated with the loss of a dialing pace, the predictive algorithm can perform self-diagnostics and report the expected cause of the degradation using log events.

  Four new options and four new log events support this functionality. The options include pa-selfcheck-awt-threshold, pa-selfcheck-bf-threshold, pa-selfcheck-odr-threshold, and pa-selfcheck-interval. The log events include 12-50131, 12-50132, 12-50133, and 12-50134.

• Engaging call dialing duration

• Average engaging dialing call duration—OCS calculates the average engaging call dialing duration (defined as the time between an agent going ready and becoming ASM engaged when the engaging call is delivered to the agent) for a given Campaign Group and uses this value when calculating dialing pacing.

• Advanced small group predictive algorithm and agent feedback—In ASM dialing modes, OCS adds the value of the average engaging call dialing duration to the agent�s ReadyTime notification to predict when the agent will become ready.

• AddRecord request enhancement—To handle a scenario in which several Campaign Groups are active or running for the same Campaign and ensure that a new record is added to an existing chain for the appropriate group, OCS places a higher priority on processing the GSW_RECORD_HANDLE attribute if present in the request over the GSW_CAMPAIGN_NAME attribute. The GSW_RECORD_HANDLE attribute provides information to identify the Campaign Group, and with GSW_CHAIN_ID, enables a new record to be added correctly. In addition, if the GSW_CHAIN_ID does not match the ID of the chain, OCS returns error code 103.

• Enhancement to control the agent status in the Preview dialing mode when an outbound call, dialed by the agent, cannot be established—a new option, preview_release_nocontact_action, instructs OCS on what action it should apply to an agent�s DN when the agent releases an outbound call that was placed manually in the Preview dialing mode but could not be established. In order to leverage this enhancement, the attached data of the manually placed call must contain the GSW_RECORD_HANDLE attribute with the record handle, which OCS had passed to the agent desktop with the corresponding PreviewRecord or ScheduledCall record.

• Campaign Group-related enhancements

• Identifying the Campaign Group name—an existing attribute, GSW_CAMPAIGN_GROUP_NAME, can now be added to desktop protocol requests to identify the Campaign Group for environments where several groups are configured, active, and running for the same Campaign. This attribute has a higher priority than the GSW_CAMPAIGN_NAME attribute in desktop protocol requests, that does not uniquely identify the Campaign Group. This attribute can be used anywhere that the GSW_CAMPAIGN_NAME attribute is used.

• Identifying the Campaign Group name associated with personal records—In a scenario in which one or more Campaign Groups share the same Campaign, and thus the same Calling lists, OCS updates the group_id field in the list with the current Group DBID, in addition to the campaign_id, when records are marked as Retrieved. The new callback-observe-group option instructs OCS whether to consider the Group DBID when Personal Callbacks and Personal Rescheduled records are retrieved by the Campaign Group. This new feature is only available for Calling lists that have the group_id field included in the format. In order to maintain backward compatibility with Calling lists using format 6, OCS checks the format for this field and the callback-observe-group option. If format 6 is being used, the group-id field is not updated and the option value is ignored.

• Do Not Call list enhancement—When OCS switches from the backup to the primary, OCS rereads the Do Not Call records that were added after the Do Not Call list was initially read by OCS for all Tenants that have active/ running Campaigns and whose Do Not Call list(s) were imported. This synchronizes the Do Not Call list between the backup and primary OCS if the primary OCS updates the list after the backup reads it, due to the addition of new records to the Do Not Call list. No call requests will be created by OCS until the Do Not Call list table is completely read.

• Centralized configuration and sharing of HMP resources in multi-tenant environment—Outbound Contact supports this type of configuration for an HMP deployment in the ASM mode and the Transfer mode.

Corrections and Modifications

This release also includes the following corrections and modifications:

OCS now correctly processes the RecordCancel request in the Push Preview dialing mode. Previously, OCS processed this RecordCancel request as if it was a RecordProcessed request, and all records from the chain received the Answer call result. (ER# 189071443)

After receiving an agent's request for soft log out (LogOut user event), OCS now will only confirm the log out after all desktop records are processed and the logout timeout has expired. Previously, OCS confirmed the logout before all desktop records were processed, preventing the agent from completing the processing of any records remaining on that agent's desktop. (ER# 196862131)

OCS now correctly processes a request to cancel a record which has a record handle specified. Previously, in processing the cancel request, OCS incorrectly marked all records with the same phone number in the calling list(s) as canceled. (ER# 201116881)

OCS now correctly processes a Do Not Call request that includes a record handle specified from the agent's desktop. Previously, when processing the request in this scenario, OCS updated all records with the same phone number in the calling list(s) as Do Not Call. (ER# 202292315)

In a scenario where a campaign has been unloaded forcefully, with the addition of the new force-unload-wait-db option, users can control whether OCS waits for a database response for all record update requests before disconnecting from DB Server.

Previously, when a campaign was unloaded forcefully, OCS did not wait for a database response for all update requests. This might have caused some records to remain in the Retrieved state instead of being returned to a Ready state or being set to Stale. This issue was especially noticeable for campaigns with relatively large buffer size coefficients.

Note: When OCS is configured to wait, the time required for the forced unloading of the campaign might become significantly longer.

(ER# 183965157)

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Supported Operating Systems

New in This Release

This is a hot fix release for this product. This release contains no new features or functionality.

Corrections and Modifications

This release includes the following correction or modification:

OCS no longer classifies an agent as engaged and available for an outbound call in the following scenario:

1. The agent releases an engaging call rather than being bridged with an outbound call.
2. The agent enters the AfterCallWork state.

Previously, because OCS classified the agent as engaged and available in this scenario, OCS continued dialing new outbound calls for this agent, who was not available to accept them.

(ER# 207887032)

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Supported Operating Systems

New in This Release

This is a hot fix release for this product. This release contains no new features or functionality.

Corrections and Modifications

This release includes the following corrections or modifications:

OCS no longer terminates unexpectedly on HP UNIX in the following scenario:

1. OCS instructs T-Server to dial an outbound call.
2. The call reaches an agent and the agent completes it.
3. This agent goes to the Ready state.
4. OCS dials another outbound call.

Previously, in this scenario, when OCS attempted to dial another outbound call, OCS terminated unexpectedly.

(ER# 206130269)

OCS no longer terminates unexpectedly on HP UNIX in the following scenario:

1. In Preview dialing mode, the agent requests a preview record.
2. OCS delivers the preview record to the agent's desktop.
3. The agent sends the RecordReschedule request (Personal callback type) and then sends the RecordProcessed request for this record to OCS.
4. When the time for the callback arrives, the same agent is available to process it, and OCS delivers the record to the agent's desktop.

Previously, in this scenario, when OCS attempted to deliver the record, OCS terminated unexpectedly.

(ER# 206086788)

OCS now operates as expected on Solaris. Previously, OCS might have terminated unexpectedly due to a possible memory corruption. (ER# 203803741)

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Supported Operating Systems

New in This Release

This is a hot fix release for this product. This release contains no new features or functionality.

Corrections and Modifications

This release includes the following corrections or modifications:

OCS now functions as expected if any group (either Agent Group or Place Group) associated with one or more campaign groups is deleted from the configuration. Previously, OCS might have terminated unexpectedly. (ER# 204825755)

When an agent logs in to a DN that is controlled by the Aspect ACD switch, OCS is now able to deliver campaign status notifications and events to the agent's desktop (according to desktop protocol) if the agent's login ID differs from the DN name on which the agent is logged in. Previously, OCS could not deliver those notifications and events in this scenario. (ER# 204215933)

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Supported Operating Systems

New in This Release

This is a hot fix release for this product. This release contains no new features or functionality.

Corrections and Modifications

This release includes the following corrections or modifications:

OCS now continues functioning after its connection to Configuration Server is lost and then restored. Previously, OCS may have shut down unexpectedly in this scenario. (ER# 195623594)

When a campaign is running in one of the autodialing modes and an agent places a LogOut request, OCS now will complete the processing of this request and deliver LogOutAcknowledge to the desktop only after the desktop completes the processing of all records.

Previously, in this scenario, OCS might have completed the processing of the agent�s LogOut request and delivered LogOutAcknowledge to the agent�s desktop even if one or more records were still unprocessed on this desktop. As OCS ignores further events from the desktop after the LogOutAcknowledge is delivered to it, the agent could not complete the processing of any existing records.

(ER# 198656370)

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Supported Operating Systems

New in This Release

This is a hot fix release for this product. This release contains no new features or functionality.

Corrections and Modifications

This release includes the following correction or modification:

OCS uses a new approach to determine which T-Server to use for dialing in the Progressive and Predictive dialing modes if no CPD-Server is configured, and for delivering callbacks in all dialing modes except Power GVP and Push Preview. If a T-Server-type application is found in the Connections tab of the Campaign Group object, OCS uses this T-Server-type application for dialing and callback delivery. When Load Distribution Server (LDS) is configured as a T-Server-type application, is functioning in TProxy mode, and is present in the Campaign Group Connections tab, OCS uses this LDS for dialing/callback delivery.

If no such T-Server-type application is found in the Connections tab of the Campaign Group object, OCS continues using the previous approach for determining which T-Server to use, by first following the Voice Transfer Destination (VTD) DN > Switch > associated T-Server link. If it does not find a T-Server, OCS reviews all T-Servers in the OCS application's Connections tab trying to find the first T-Server associated with the same Switch to which the VTD DN belongs.

Previously, OCS could not find the T-Server for dialing when LDS was used in TProxy mode.

Note: This new approach is intended for use with LDS in TProxy mode, as this is the only way for OCS to properly determine which LDS to use for dialing/delivering callbacks. Configurations that do not involve LDS generally do not require a T-Server listed in Campaign Group connections.

(ER# 188377083)

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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 Outbound Contact Server.

• A new advanced_small_group value was added to the predictive_algorithm option. This option value activates the new, improved predictive algorithm for small groups of agents. The advantages of this new algorithm include:
  • It better tracks inbound calls because it counts inbound calls at all stages of processing and not just those that are queued.
  • It also allows outbound calls to be initiated, even if one or more calls remain in the dialing stage, rather than waiting until all dialed calls are completed.
• OCS now accepts notifications from agents that include an estimated time for call completion, and which allow OCS to better optimize its predictive dialing. This enhancement includes the following:
  • New agent desktop notification—ReadyTime request, which the agent desktop sends to OCS, has been added to the Outbound Desktop protocol. For more information on this request, see the Outbound Contact 7.6 Reference Manual.
  • A new time-to-ready-tolerance option—OCS uses this option to specify the allowed accuracy in the agent's estimation of when that agent will complete call processing and become Ready. This option is associated with the new advanced_small_group value for the predictive_algorithm option.
  • New real-time statistics, CurrentTrustFactor and CurrentFeedbackAccuracy—When OCS receives an estimated time for call completion notification from an agent, OCS calculates and delivers to Stat Server, through the OCC Extension, these two new real-time statistics. In order to receive the values for these statistics, so that they can be viewed in CCPulse+, Stat Server version 7.6.1 or higher with OCC Extension 7.6.1 or higher are required. These statistics will become available with the release of Stat Server 7.6.1.
    Note: OCS 7.6.1 does not require Stat Server 7.6.1 and OCC Extension 7.6.1 to exercise the new predictive dialing optimization. The Stat Server and OCC Extension requirement is only associated with the ability for CCPulse+ to receive and display the values for the new statistics.
  • Three new OCS log events, 12-50128, 12-50129, and 12-50130—These log events are associated with the Predictive and Predictive with seizing dialing modes and the agent providing feedback on his or her availability. For information on these log events, see the Outbound Contact Server section of the Genesys 7.6 Log Events Help.
• A new option, predictive-longcalls-truncation, improves predictive dialing by instructing the predictive algorithm how to handle so called �long� outbound calls. (Long outbound calls are those that last significantly longer than the majority of the outbound calls for a given Campaign Group).
• OCS now supports the 9.1 version of IBM DB2 DBMS (Database Management System).

Corrections and Modifications

This release also includes the following corrections and modifications:

OCS no longer completes the chain processing prematurely by marking a record with an Updated status and a Transferred call result in the following scenario:

1. A campaign is running in the Power GVP dialing mode.
2. The GVP dialing resources (IVR Ports) are configured and assigned to Place objects in Configuration Manager, so that OCS registers these DNs on the T-Server upon campaign activation.
3. A call is transferred from a GVP IVR Port to an agent and OBN notifies OCS that the call was transferred and the processing is not yet complete.
4. When the transfer is complete, OCS receives an EventReleased message from the dialing resource.

OCS now provides the CallGUID attribute to ICON for calls with a positive call progress result when dialing through CPD Server. This provides a link between outbound activity and telephony activity when building historical reports. Previously, when CPD Server was used for dialing, OCS was not able to deliver the CallGUID attribute of the dialed calls to ICON.

Note: This correction requires CPD Server 7.6.100.02 or higher.

(ER# 175992386)

If DB Server has several ports defined, OCS is now able to connect to the port specified in the Database Access Point added to the Connections tab of the OCS Application object. Previously, OCS was only able to connect to the DB Server port configured with a Port ID of default. (ER# 175722101)

OCS now properly tracks inbound calls diverted to an Unknown DN when the ThirdPartyDN attribute is present in EventDiverted and which points to a DN that is Unknown to OCS. Previously, OCS did not clear the counter for inbound queued calls in this scenario, which might have caused OCS to dial more slowly. (ER# 162965868)

OCS now processes the AfterCallWork notification from Stat Server in the same way that it processes a NotReadyForNextCall notification. Previously, OCS ignored the AfterCallWork notification for agents if it did not start during the call. This might have caused OCS to dial a call for an agent who was Not Ready, resulting in an abandoned outbound call. (ER# 172652167)

If an agent receives a callback record upon the loading of a campaign, OCS now correctly assigns this agent at the start of this campaign when in auto-dialing mode. Previously, OCS was not able to properly assign this agent at campaign startup in this scenario. (ER# 182862112)

OCS no longer loses track of an outbound call when dialing through CPD Server in transfer mode when mute transfer is used and the call is forwarded to the queue from an agent's DN, if the call is not answered by agent. (ER# 176610399)

If a backup OCS is configured and running, it no longer sends campaign status notification events to the agents while the primary OCS is still functioning. Previously, the backup OCS sent these notification events, duplicating the same notification events coming from the primary OCS. (ER# 183493501)

OCS now checks the availability of General records in the calling list(s) associated with the campaign every 10 seconds, when the number of records falls below the minimum in the OCS buffer. Previously, OCS checked the availability of General records every 100 seconds.

Note: The minimum number of records in the buffer is set in the Buffer Size Coefficient Minimum field in the Advanced tab of the Campaign Group object. (ER# 177479365)

OCS no longer shuts down unexpectedly when running a campaign in the Power GVP mode, while attempting to send a snapshot event to ICON upon receiving the Dropped call result from GVP Outbound Notification Manager (OBN). (ER# 181473331)

OCS now verifies if an agent has sent PreviewDialingModeStart before delivering a personal callback to this agent if the agent_preview_mode_start option is set to yes. Previously, OCS delivered the personal callback to an agent who did not send PreviewDialingModeStart even if the agent_preview_mode_start option was set to yes. (ER# 183338045)

OCS now exits correctly in the following scenario:

1. A campaign is unloaded forcefully.
2. OCS receives an Exit command from the Management Layer, while the campaign is unloading.

Previously, OCS might have created a NCOFault.log file on the Windows platform.

(ER# 27779341)

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Supported Operating Systems

New in This Release

This is a hot fix release for this product. This release contains no new features or functionality.

Corrections and Modifications

This release includes the following correction or modification:

OCS is now able to correctly process an agent's desktop requests (for example, UpdateCallCompletionStats, RecordReschedule, and RecordProcessed) in the following scenario:

1. CPD Server is used as the dialer.
2. The agent's desktop sends ChainedRecordRequest to OCS immediately after EventRinging occurred for an outbound call on the agent's DN. (This is the behavior of Genesys Agent Desktop.)
3. OCS receives the call progress notification from CPD Server after EventEstablished occurred for the outbound call.

Previously, because OCS did not process the agent's desktop requests in this scenario, OCS kept the outbound chains in memory until the campaign was unloaded and they were marked as Stale.

(ER# 181820450)

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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 Outbound Contact Server.

• Outbound Contact supports Transport Layer Security (TLS) for secure connections between Outbound Contact components and other Genesys components.
• Sensitive data (user data) printed in the Outbound Contact log files can be restricted so it will not appear in the files, removing any concerns about access to sensitive data contained in them.
• Outbound Contact Server (OCS) allows port definition for client-side connection to servers across firewalls, in order to operate within security standards limiting open network port configuration.
• OCS now supports adding custom user data for the Campaign configuration object. For more information, see the user_data_section_name option in the Outbound Contact 7.6 Deployment Guide.
  
• OCS enhances agent desktop protocol with the addition of the CampaignStatusRequest for the agent desktop. This request queries information on campaign group(s) statuses from OCS at any arbitrary time when the agent desktop needs to synchronize with OCS on current outbound activities for the agent.
• The dialing_rate_limit option was added at the switch level. This option specifies the maximum number of calls per second shared among all sessions running in auto-dialing modes (Progressive, Predictive, Progressive with seizing, and Predictive with seizing) that are used by the switch. The option is not applicable to engage calls.
• OCS can now pass the T-Server Call GUID to Interaction Concentrator (ICON) when a campaign is running in the Power GVP dialing mode. The Call GUID bridges the telephony portion of historical reporting and the Outbound Contact chain-specific portion; for example, it answers the question about which calls were dialed during the processing of a specific chain.

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:

OCS no longer inserts the phone number (or Customer ID) into a Do Not Call table that belongs to a different Tenant in the following scenario:

1. A multi-tenant configuration is used.
2. Each tenant has a separate Do Not Call table configured.
3. Agent 1 of Tenant1 receives a record on the desktop.
4. Agent 2 of Tenant2 sends OCS a DoNotCall notification for the phone number (or Customer ID) that matches the one on the desktop of Agent 1.

(ER# 40746777)

OCS no longer erroneously updates a record with a call result of General Error in the following scenario:

1. The agent receives an outbound call.
2. The agent initiates a conference call with a party located on a different switch.
3. The agent issues ChainedRecordRequest to OCS.

(ER# 1962433)

When a new record is added to the calling list using the AddRecord request from the desktop application, OCS now automatically populates the switch_id field of the record. Previously, in a multi-switch environment where the added record type is Personal Callback or Personal Rescheduled instead of General, OCS might have delivered the record to an agent on the wrong switch. Now OCS explicitly populates the switch_dbid field of the record to ensure correct record delivery. (ER# 81372877)

If one or several campaign groups are active or running and OCS is stopped by Management Framework through the Solution Control Interface, OCS will update all records before exiting, so that no records will remain in the Retrieved status. OCS waits up to the application shutdown timeout (configured on the OCS application object Start Info tab) before exiting to allow the database to update all records. OCS still exits immediately when Ctrl-C (SIGINT) is used or when terminated by the Service Manager. (ER# 139516116)

OCS can now process the AddRecord request from Universal Routing Server (URS) in the Push Preview mode. Previously, OCS could not process this request due to URS and Interaction Routing Designer (IRD) limitations. (The IRD AddRecord Outbound block did not have a combo-box control to define Campaign Name as a request's attribute, while this attribute is mandatory for OCS.) Starting with IRD v. 7.5.002.01 and URS v. 7.5.002.02, the AddRecord block allows the user to properly specify all mandatory attributes for the AddRecord request. (ER# 119516391)

OCS can now send InteractionID to Interaction Concentrator (ICON) as the CallUUID attribute in chain processing-related events for the Push Preview dialing mode. Having InteractionID in the historical reporting database creates a bridge between the outbound chain-related parts and the interaction processing-related parts of the historical data. (ER# 122254813)

When running in Power GVP dialing mode, OCS can now pass Calling Party Number information to represent the ANI value when dialing using OBN/GVP. Configure the value of the Calling Party Number using the CPNDigits option. (ER# 152549037)

In the scenario in which an outbound call is distributed to the overflow DN, OCS now passes to ICON the correct call result 26 (Dropped), which is stored in the GO_CHAIN table. Previously, OCS reported the call result 33 (Answer) to ICON, which was stored in this GO_CHAIN table instead. (ER# 157164531)

OCS can now apply a treatment to a chain of records in the following scenario:

1. A campaign is running in the Preview dialing mode.
2. The agent_logout_preview_call_result option is configured for a certain call result, for example Agent CallBack Error.
3. The treatment for the Agent CallBack Error call result is defined in the treatment list.
4. An agent logs out while having one or more record chains on the desktop.

In the Agent CallBack Error scenario, OCS now applies a treatment for the Agent CallBack Error call result for all chains left on the desktop. Previously, OCS would not have applied the treatment. (ER# 167484704)

After an agent logs in, OCS now explicitly notifies the agent of his/her assignment to an Inbound activity. Previously, because OCS did not send a notification, the agent might be unaware of his/her current assignment. (ER# 168016506)

If an agent is removed from a running campaign group as a result of a configuration change, OCS now delivers CampaignStopped and CampaignUnloaded notifications to agent's desktop, so that the desktop is aware that the agent's participation in this campaign group has ended. (ER# 47312280)

OCS now correctly handles the calling list update error in the following scenario:

1. The treatments field is missing from the calling list table.
2. A new filter is applied or the filter is modified for the calling list, while a campaign is active or running.
3. OCS attempts to update the treatments field of any retrieved record.

Previously, OCS incorrectly handled the calling list update error. This update error might have been treated as an error caused by its inability to create a stored procedure. As a result of this inability, this calling list might have become inactive. (ER# 67592538)

When sending Stat Events to Stat Server, OCS now specifies the correct callback type, Personal Callback, in the following scenario:

1. An Assign To Group treatment is configured for a calling list.
2. An agent receives a preview record and reschedules it as a Personal Callback.
3. The agent logs out.
4. As OCS is unable to deliver the Personal Callback to the agent because the agent is logged out, it applies the Assign To Group treatment to the record.

Previously, in this scenario, OCS specified the Campaign Callback type instead. (ER# 106449991)

OCS now correctly adds an enumeration value (5 for Personal Callback or 6 for Campaign Callback) in the GSW_CALLBACK_TYPE User Data to the Stat Events 16 (Callback scheduled), 17 (Callback completed), and 18 (Callback missed). Previously, OCS added a string value instead. (ER# 163236368)

OCS properly processes configuration changes in the following scenario:

1. A campaign is active or running.
2. A Place or DN which participates in this campaign is deleted.
3. OCS removes the corresponding agent from campaign participation.
4. The Place or DN, previously deleted is added back to the configuration.

Previously, OCS did not properly recognize an agent in this scenario. (ER# 158141818)

When a campaign is running in the Progressive with seizing or Predictive with seizing dialing modes, OCS now identifies an agent as Engaged when the engaging call is established on that agent's DN. Previously, OCS identified this agent as Engaged when the engaging call started ringing on agent's DN. This OCS behavior might have resulted in abandoned outbound calls.

Note: Stat Server release 7.6 or higher is required for this functionality to work as described.

(ER# 124689651)

When OCS is running on the AIX platform and a CTRL-C (User Break) is issued, OCS no longer produces a core dump file when exiting, when previously one was produced. (ER# 122247392)

OCS now registers DNs, which are defined in the Origination DNs list and the Voice Transfer Destination DN, with a T-Server for campaign groups that are loaded or started after the T-Server application had been removed and then added back to the Connections tab of the Outbound Contact Server application object. (ER# 82632520)

In the following scenario, OCS functions as expected and no longer prematurely finalizes a chain of records in the calling list:

• A chain had more than one record.
• Agent1 received an outbound call and initiated a consultation call to Agent2.
• Agent2 answered the consultation call and issued a ChainedRecordRequest message to OCS.
• Either agent released the consultation call.

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Known Issues and Recommendations

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

OCS does not send an error notification to the desktop in the following scenario:

1. The desktop sends the RecordProcessed request to OCS for the record presently active on this desktop.
2. OCS is unable to properly update the record in the database.

(ER# 204219815)

For campaigns in the Push Preview dialing mode, when the direct-personal-callback option is set to true, OCS delivers information for the Personal Callback record to Interaction Server without first checking whether the agent who scheduled this Personal Callback is available to process it.

As a result, when the agent is unavailable, OCS not only does not apply the Agent CallBack Error call result to the record, but it marks this record as Stale, and only when stale_clean_timeout elapses for this record. (ER# 191388196)

OCS treats an outbound call as being transferred to an Unknown DN in the following scenario:

1. A campaign is running in the IVR mode. (For information on this mode, see the "Virtual Agent Support for Notifications" section in the Outbound Contact 7.6 Reference Manual.)
2. After being diverted to an IVR port, the outbound call is transferred to an agent who does not participate in this campaign.

(ER# 174884140)

If DB Server has several ports defined, OCS is only able to connect to the DB Server port configured with Port ID of default. (ER# 175722101)

In the following scenario, OCS can not properly update the record and leaves it in a Retrieved state after processing. OCS will only mark this type of record as Stale after the timeout expires, as defined by the stale_clean_timeout option.

1. The record_processed option is set to false.
2. The Campaign is running in the Power GVP dialing mode.
3. The business logic of outbound call processing requires live agent involvement, so some outbound calls are passed to agents after being initially processed by the VXML script.
4. The agent completes the outbound call and it is released from the agent's DN.

To work around this problem, set the record_processed option to true and send RecordProcessed to OCS after the outbound call is released from the agent's DN. (ER# 171816052)

In the Push Preview dialing mode, when Interaction Server delivers an interaction to Genesys Desktop and the agent uses T-Server to make an outbound voice call, OCS does not pass the T-Server Call GUID for this voice call to ICON. (ER# 163096090)

When a campaign is running in IVR mode (see Virtual Agent Support for Notifications in Outbound Contact 7.6 Deployment Guide), OCS only supports DNs of type Voice Treatment Port. DNs of type Position and/or Extension still require that the agent's login be included in the campaign group by OCS and will not be considered automatically ready for the next call after the previous call has been released. (ER# 174285561)

If agents are assigned to multiple campaigns and Universal Routing Server (URS) is used to distribute outbound calls to targets of type Campaign Group, then, depending on the outbound call rate, one or several of the first outbound calls may be abandoned even though agents are ready to handle them. This problem happens once per individual campaign group and once for the time period that URS is running.

Either of the following two approaches can be used to work around this issue:

• Use any Stat Server client (for example, CCPulse+) to subscribe to the statistics in Stat Server that are used for the distribution of calls to targets of type Campaign Group before URS starts to process outbound calls. By subscribing to the statistics beforehand, you ensure that even the first call(s) will be routed properly because URS will already have the correct value for the statistics at the time of call's arrival.
  

  Note: By default, this statistic is named CurrentAgentAssignment.

• Use an intelligent strategy that detects outbound-call distribution failure, so URS can attempt to reroute any failed calls.

Note: For more information on this capability, see the "Agent Assignment in Multiple Campaigns" section in Chapter 2 of the Outbound Contact 7.6 Deployment Guide.

(ER# 109000192)

OCS does not fully support a single-step call transfer of an outbound call between agents. When a single-step call transfer is made, OCS processes it as if the transfer_to_unknown_dn option is set to true. As a workaround for this problem, use a two-step call transfer or a mute call transfer when an outbound call needs to be transferred from one agent to another. (ER# 126633995)

OCS completes the chain processing prematurely by marking a record with an Updated status and a Transferred call result in the following scenario:

1. A campaign is running in the Power GVP dialing mode.
2. The GVP dialing resources (IVR Ports) are configured and assigned to Place objects in Configuration Manager, so that OCS registers these DNs on the T-Server upon campaign activation.
3. A call is transferred from a GVP IVR Port to an agent and OBN notifies OCS that the call was transferred and the processing is not yet complete.
4. When the transfer is complete, OCS receives an EventReleased message from the dialing resource.

OCS might exit improperly, leaving a NCOFault.log file on the Windows platform, in the following scenario:

1. A campaign is unloaded forcefully.
2. OCS receives an Exit command from the Management Layer, while the campaign is unloading.

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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 or functions in this release of Outbound Contact Server 7.6.

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

• The Outbound Contact 7.6 Deployment Guide provides architectural information, instructions on how to install and configure Outbound Contact 7.6 components, configuration option descriptions, and other related information.

• The Outbound Contact 7.6 Reference Manual describes application features for Outbound Contact 7.6 and provides information about constants, communication protocols, and other information.

• Outbound Contact Manager 7.6 Help describes how to use Outbound Contact Manager.

• Framework 7.6 Combined Log Events Help describes log event messages for Outbound Contact Server and other Genesys products.

Product documentation is provided on the Technical Support website, the Genesys Documentation wiki, and the Documentation Library DVD (produced monthly) or the Developer Documentation CD.

Note: For the DVD/CD, the New Documents on this DVD/CD page indicates the production date for that disc. Due to disc production schedules, documentation on the Technical Support 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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