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is no longer an affiliate of Alcatel-Lucent; any indication of such affiliation within Genesys products or packaging is no longer applicable.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 8.0 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 functionality of commercial or non-commercial third parties. For specific information on any third-party software used in this product, see the Read Me. Please contact your technical support representative if you have any questions.

Supported Operating Systems

New in This Release

This is a hot fix release 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 reconnection to Configuration Server or Configuration Server Proxy in the following scenario:

1. The configuration contains a large number of Script configuration objects.
2. OCS receives the History Log expired notification message after the reconnection.

Previously in this scenario, OCS sometimes took significant time (several minutes) after the reconnection to process configuration information for Script objects. OCS was otherwise unresponsive during this time, so processing activities for all campaigns were delayed until the configuration was fully processed. This fix eliminates those delays in campaign processing.

(ER# 307592636)

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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 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# 290955389)

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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:

When using pre-dial validation, OCS now continues working properly in the following scenario:

1. A validation request (HTTP POST) is sent by OCS to the Web or Application Server for the outbound record.
2. While waiting for the validation response, OCS receives a disconnect notification on the socket used to communicate with the Web or Application Server.

Previously in this scenario, OCS sometimes terminated abnormally.

(ER# 288106938)

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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 works correctly when it is configured to use any of the following log output filtering options: hide-first, hide-last, unhide-first, unhide-last. Previously, OCS sometimes terminated unexpectedly when these options were configured. (ER# 278983469)

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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 provides a new configuration option, pa-queue-expire, to control the expiration time for calls in queue when using the predictive algorithm.

  Option name: pa-queue-expire
  Type: Optional
  Default Value: 0 Valid values: 0 - N (maximum integer)
  Changes take effect: immediately
  Configuration level: Campaign Group/ Application

  The option specifies the timeout, in seconds, that the predictive algorithm uses to clean up calls that are in a Queued state. If an outbound call is queued, and no further events about this call are received by the predictive algorithm within the specified timeout, the call is removed from the memory buffer belonging to the predictive algorithm. If this call was queued with the Answering Machine Detected call result, the predictive algorithm considers the call as a No Contact call and decreases the Hit Ratio.

  If the option is set to 0 or is not present, OCS uses the timeout value set in the pa-dial-expire option to determine when to clean up calls that are in a Queued state (the functionality used in previous versions). In this case, the predictive algorithm does not check for the Answering Machine Detected call result. (ER# 277112531)

• OCS can now correctly calculate predictive dialing statistics for the outbound calls explicitly finalized from the URS strategy in the following scenario:

  1. A Campaign Group is running in Predictive dialing mode.
  2. An Outbound call is dialed successfully and enters a Route Point or an ACD Queue that is configured as the Voice Transfer Destination DN for the Campaign Group.
  3. A routing strategy executed by URS makes a decision to route this call elsewhere (for example, to an IVR port to play a message if the call progress detected for the call is Answering Machine Detected) and not to pass it to an outbound agent for processing.
  4. Before the call leaves the Route Point or the ACD Queue, OCS receives a Processed notification from URS via Interaction Server or a RecordProcessed notification via HTTP Proxy.
  5. As soon as OCS receives the Processed notification, the predictive algorithm dispositions this call as completed, with the No Contact result for the Hit Ratio calculations. The call is finalized and the chain of records is updated in the calling list.

  Previously in this scenario, the outbound call was not immediately calculated as No Contact by the predictive algorithm. Instead, the call was removed from statistical calculations by garbage collection timer expiration and not considered as No Contact. This affected the performance of predictive dialing, especially in Small Group and Advanced Small Group modes. (ER# 274318185)

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, Cancelled, AgentError, and MissedCallBack for this statistic.

Previously, OCS calculated this statistic incorrectly and considered as finalized any chains with types other than General (for example Personal Callback or Campaign Callback) that had the Ready status. (ER# 276483314)

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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 can now deliver statistical values to those Stat Server(s) that are present only on the Connections tab of the OCS Application. OCS communicates with these Stat Server(s) in the following manner:

1. Upon startup, OCS connects to the Stat Server(s) that are present on the Connections tab of the OCS Application.
2. OCS delivers statistical values to these Stat Server(s) based on regular subscription rules, in the same manner as statistical values are delivered to the Stat Server(s) that are present on the Connections tabs of any active or running Campaign Groups.

OCS continues working with the Stat Server(s) present on the Connections tab of Campaign Groups as before.

Having OCS connect to those Stat Server(s) listed only on the Connections tab of the OCS Application enables you to have particular Stat Server(s) dedicated to Reporting. OCS will deliver statistical values to the Reporting Stat Server(s), but will use the Stat Server(s) present on the Campaign Group Connections tabs for receiving Campaign Group-related statistics.

Previously, OCS only maintained connections to Stat Server(s) that were present on the Connections tabs of active or running Campaign Groups, and ignored Stat Server(s) present on the Connections tab of the OCS Application. As a result, no Stat Servers could be dedicated to Reporting. (ER# 263422170)

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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 correctly processes the setting for the stale_clean_timeout option. Valid values now are from 1 minute to N/60 minutes, where N = the maximum integer value. For example, on a Windows 32 bit platform, this value is 2,147,483,647. The new setting enables you to set the stale timeout for the record being processed to a value of several days, which may be useful for Push Preview dialing mode.

Previously, the range of valid values for this option was 0 to 360 minutes and OCS reverted the value to the default (30 minutes) if option’s value was set outside of these boundaries. (ER# 269507330)

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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:

When a Campaign Group is stopped and unloaded OCS now correctly accounts for outbound calls that are still in Dialed or Queued states and may be distributed to agents in the following scenario:

1. The Campaign Group is executed as a part of a Campaign Sequence. The Campaign Group as a Sequence item is configured to stop and unload as soon as all calling records are depleted.
2. Campaign Group as a Sequence item is running in auto-dialing mode.
3. Calling records are depleted, so the Campaign Group is stopped and unloaded automatically by OCS.

Previously in this scenario, OCS did not consider any outbound calls that were in Dialing or Queued state and could still potentially reach agents. The Stop and Unload operation caused all agents to be reassigned to different activities (if agent assignments were used) and/or caused all engaging calls to be dropped (if engaging dialing mode was used). As a result, some outbound calls could become abandoned. OCS now retains some agents to handle these remaining outbound calls in order to prevent them from becoming abandoned. (ER# 267083510)

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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 making outbound calls for a Campaign Group in the following scenario:

1. Campaign Group A is running in Progressive, Predictive, Progressive with Seizing, or Predictive with Seizing dialing mode.
2. Agent A who participates in any outbound Campaign is logged into Place A and the DBID of Place A matches DBID of Campaign Group A.
3. OCS requests Stat Server to close the statistic for Place A, either because Agent A logged out or for some other reason (such as the Campaign Group in which Agent A participated being unloaded or Stat Server being disconnected).
4. Stat Server closes the statistic and notifies OCS that the statistic for Place A is closed.

Previously in this scenario, OCS stopped making outbound calls for Campaign Group A and distributed Stat Event 12 (System Error Start). OCS would not resume dialing for Campaign Group A until it was stopped, unloaded, and then reloaded and restarted. (ER# 264766684)

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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 properly in the following scenario:

1. A Campaign Group is running in one of auto dialing modes.
2. A Campaign Group uses CPD Server as a dialer.
3. Interaction Concentrator (ICON) is connected to OCS and receives snapshot reporting events from OCS.
4. CPD Server makes an outbound call which becomes abandoned before being transferred to the queue or connected to an agent (for example the customer hangs up during the call progress detection phase).

Previously, in this scenario, OCS could exit abnormally when attempting to send CallsOverdialled snapshot event to ICON. (ER# 265289871)

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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 supports the full range of call results in the callresult property of the ocs.callresult SCXML response event. The following call results have been added in this version of OCS:

• Ok
• Abandoned
• Dropped
• DroppedNoAnswer
• Unknown
• WrongParty
• DialError
• CallDropError
• SwitchError
• NoFreePortError
• TransferError
• Stale
• AgentCallBackError
• GroupCallBackError
• DoNotCall
• CancelRecord
• WrongNumber

Previously, OCS did not support the call results listed above in the ocs.callresult SCXML response event. As a result, OCS substituted the Unknown call result in place of the appropriate call result. This made it impossible to properly distinguish among the various different call results when handling them in the SCXML Treatment script. (ER# 263708029)

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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 forms HTTP requests more correctly: it now removes trailing spaces from single-line headers. Previously, OCS added a single space after the value of a single-line header, which caused Apache Tomcat Application Server to reply to the HTTP GET or POST request from Outbound Contact Server with an error message reading HTTP/1.1 505 HTTP Version Not Supported in the following two scenarios:

• Scenario 1:
  OCS requests an SCXML Treatment script from the Web or Application Server as configured in the treatment-uri option by sending a GET HTTP request.
• Scenario 2:
  OCS performs pre-dial validation of a record at the Web or Application Server as configured in the option validation-uri by sending a POST HTTP request.

Note: Apache HTTP Server and Internet Information Services (IIS) Web Servers ignore the trailing spaces in HTTP requests made by OCS and do not reply with the HTTP error 505 quoted above. (ER# 263186270)

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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 produces an Extended Audit Trail Log in the Preview dialing mode if all of the following conditions are met:

• The OCS log_call_stats configuration option is set to true.
• An outbound call is originated from the agent’s desktop as a part of preview record processing and this outbound call contains at least GSW_RECORD_HANDLE and GSW_APPLICATION_ID attributes specified in the User Data of the call.

Previously OCS did not produce an Extended Audit Trail Log in the Preview dialing mode. (ER# 260112604)

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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:

• For the Push Preview dialing mode only, OCS now supports a new option, which lets you control whether OCS recalls interactions upon a Campaign Group unload. The option information is as follows:

  recall-on-unload
  Type: Optional
  Default Value: always
  Valid Values: always, never, only-if-item, only-if-standalone
  Configuration Level: Campaign Group / Application
  Changes Take Effect: Immediately

  Specifies whether OCS should recall interactions submitted to Interaction Server and not yet processed upon the unloading of a Campaign Group.

  • When the value is set to always, OCS always recalls the interactions.
  • When the value is set to never, OCS never recalls the interactions.
  • When the value is set to only-if-item, OCS recalls the interactions only if the Campaign Group is executed as a part of a Sequence.
  • When the value is set to only-if-standalone, OCS recalls the interactions only if the Campaign Group is executed independently and not as an item of a Sequence.

  (ER# 258984158)

Corrections and Modifications

This release includes the following correction or modification:

OCS now properly delivers RequestStopProcessing to Interaction Server for a previously submitted interaction in the Push Preview dialing mode in the following two scenarios:

1. OCS submits an interaction to Interaction Server.
2. This interaction remains in the Queued state (it has not reached the agent’s desktop yet).
3. The timeout specified by the stale_clean_timeout option elapses while the interaction is processing.

1. OCS is configured not to recall interactions upon a Campaign Group unload (for example, the recall-on-unload option is set to never).
2. OCS submits an interaction to Interaction Server.
3. This interaction remains in Queued state (it has not reached the agent’s desktop yet).
4. The Campaign Group is unloaded and then force unloaded.

Previously, OCS did not deliver RequestStopProcessing to Interaction Server in these scenarios, even though it still marked the records as Stale in the Calling List. As a result, Interaction Server continued processing the interactions in contrast to OCS finalizing them. (ER# 260475221)

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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 completes chain processing in the following scenario:

1. OCS runs in the Proactive Contact mode with SIP Server in a VoIP Environment.
2. A Campaign Group is running in the Power GVP or the Progressive GVP dialing modes.
3. The OCS record_processed option is set to false and GVP does not deliver the RecordProcessed request (or any other request which finalizes chain processing) to OCS.
4. OCS releases the outbound call after the VXML application is invoked for this call by GVP and OCS receives EventReleased.

Previously in this scenario, OCS incorrectly processed EventReleased, which resulted in the record being updated with a General Error call result. (ER# 258876191)

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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 OCS:

• Real-time pre-dial validation by an external application. Pre-dial validation is an optional first step in the processing of a dialing record. With pre-dial validation configured, OCS connects to the Web/Application Server using HTTP or HTTPS protocols and delivers a specifically formed POST request. OCS then dials or rejects the record based on the received response. (ER# 247859437)

• The ability to switch from SCXML treatments to traditional treatments using SCXML script logic.

• The ability to configure the CPNDigits option (which allows you to specify the Caller ID) at the individual record or chain of records level using SCXML scripting. (ER# 243306387)

• The ability to dynamically allocate dialing ports between running Campaign Groups that share the same dialing resources. This feature optimizes the usage of the dialing ports pool. Port ownership can be dynamically shifted from a Campaign Group that needs fewer ports (for example, due to the number of agents decreasing) to a Campaign Group that needs more ports. (ER# 244765142)

• The ability to specify the number of engaging channels and track them separately from the regular channels in the Predictive Algorithm calculations for port availability for Campaign Groups that use CPD Server with separate ports for engaging calls. (ER# 240740051)

• The ability to transfer a call when working in a VoIP environment using a Transfer/Connect treatment application. After an outbound call is processed by a VXML application, if the VXML application delivers the RecordProcessed notification to OCS via HTTP protocol with the GSW_TREATMENT flag set, OCS uses single-step transfer to deliver the call to the destination specified in the treatment. For example, this ability can be used to transfer an outbound call to an ACD queue for delivery to a live agent after it is self-serviced on a GVP port. (ER# 238343176)

• Supports the new Execute SQL Statement treatment for a record that allows the execution of a user-defined SQL statement. In addition, the SQL statement can include macro expressions. (ER# 251299739)

• The ability to specify the call_answer_type_recognition and the pre-dial-validation options at the individual record or chain of records level using SCXML scripting.

• Enhancements for retrieving SCXML documents using HTTP or HTTPS protocols.

For more information on these features, including details on deployment/configuration, see the Outbound Contact 8.0.001 Features Description or the Outbound Contact 8.0 Deployment Guide.

Corrections and Modifications

This release also includes the following corrections and modifications:

OCS now continues working properly in the following scenario:

1. OCS attempts to connect to Interaction Server (for example, when a Campaign Group with a configured connection to Interaction Server is loaded).
2. The host where Interaction Server is listening for incoming connections is not accessible by name from the host where OCS is running. The Nslookup utility reports an error when a resolution of the host name of Interaction Server is attempted.

Previously, OCS may have terminated unexpectedly in this scenario. (ER# 251017774)

If a switchover occurs from the primary to the backup Configuration Server Proxy, and OCS reconnects to the backup Configuration Server Proxy, when changes are made to configuration objects, OCS receives a notification of the changes, as expected. Previously in this scenario, you had to restart OCS so that the changes were taken into account. (ER# 232725011)

OCS now properly initializes <DATA> segment parameters of SCXML treatments when running on a 64-bit operating system (for example, Sun Solaris 5.10 64 bit). Previously, OCS failed to set these parameters to their initial values, which may have caused SCXML treatment scripts to execute incorrectly. (ER# 253488612)

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# 253813980)

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# 244864426)

OCS now inserts the phone number in the Do Not Call list when processing a Do Not Call request based on the record handle received from the VXML application using the HTTP protocol. Previously in this scenario, OCS did not insert the phone in that list. (ER# 241138595)

When operating in a VoIP environment, OCS is now able to start a Campaign even if all dialing ports are occupied but the total number of available ports is greater than zero. (ER# 244634551)

OCS now sends EventOCSChainProcessed to Interaction Concentrator when a record in a chain of records is cancelled or marked as DoNotCall, and this chain of records empties. Previously, since OCS did not send this event, Genesys Info Mart was unable to report on cancelled records. (ER# 240767245)

When dialing in a VoIP environment, OCS no longer disregards Apply to call treatments for Fax call results. (ER# 242467271)

If an agent reschedules a chain, OCS now inserts the correct GOCauseChainProcessing cause in the EventOCSChainProcessed so this event no longer contains a call result attribute. Previously, OCS inserted the GOCauseChainEventRecordProcessed cause in EventOCSChainProcessed, including a call result attribute with the incorrect value of 0 (zero). (ER# 236642668)

When OCS is shut down using Solution Control Interface (SCI), OCS now sends the CampaignDeactivated notification to the Communication DN for Stat Server. Previously, OCS did not send this notification, which resulted in Stat Server reporting incorrect information about the Campaign's status. (ER# 242100841)

OCS now properly delivers dialing time metrics to Interaction Concentrator in a snapshot event and properly populates the audit trail log when dialing through CPD Server in ASM mode when the Rsp_ChannelReleased message arrives from CPD Server before OCS completes the call processing. (ER# 233633810)

OCS now functions as expected when a Campaign is loaded and started and the Calling List belonging to that Campaign is based on an empty format. Previously, in this scenario, OCS terminated unexpectedly. (ER# 248893610)

OCS now functions properly when it attempts to retrieve an SCXML script from a file. Previously in this scenario, OCS may have terminated unexpectedly. (ER# 248103652)

OCS now stores the correct call result in the calling record in the following scenario:

1. Agent1 is handling an outbound call.
2. Agent1 begins to transfer this call to Agent2 and initiates a consult call.
3. While this consult call is established, Agent2 sends RecordCancel by a phone request for the record on Agent1's desktop.
4. OCS cancels the record with a Cancel Record call result.

Previously in this scenario, when Agent2 sent the RecordCancel request, OCS marked the record with an Answer call result. (ER# 212538640)

OCS now generates the expected Stat Events in the following scenarios:

• If the predictive_callback option is set to true, OCS generates GSW_STAT_EVENT 17 (Callback Completed) when DoNotCall, based on the phone number, is sent.
• If the record_processed option is set to true for a Campaign callback record that was cancelled or processed, OCS generates STAT_EVENT 17 (Callback Completed).

(ER# 186203710)

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 removed 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 rate may have resulted if there was a significant number of these calls. For example, if these calls made up 20% of the total, OCS would decrease its dialing rate by 20%. (ER# 248366580)

OCS now delivers the correct call result in Stat Events 14 (Call Complete) and 15 (Lead Processed) for Record Cancel in the following scenario:

1. A Campaign is running.
2. A Third Party application sends a Record Cancel request by Phone or Customer_ID with the All Chain attribute using the Communication DN.

Previously in this scenario, OCS sent call result 28 (Unknown) instead of call result 52 (Cancel) in Stat Events 14 and 15. (ER# 220741119)

OCS now correctly sends Stat Events in these scenarios.

Scenario 1

OCS now sends Stat Event 15 (Lead Processed) in the following scenario:

1. A Campaign is running.
2. An agent sends a Do Not Call request with the GSW_CHAIN_ATTR:RecordOnly attribute for the record presently on the agent's desktop.

Previously in this scenario, OCS did not send Stat Event 15 (Lead Processed). (ER# 217575413)

Scenario 2

OCS no longer sends Stat Event 17 (Callback Completed) in the following scenario:

1. The OCS record_processed option is set to false.
2. A Campaign is running in Progressive or Predictive dialing mode.
3. An outbound call is established.
4. An agent sends a Record Rescheduled request.
5. The call is released before the agent sends the Record Processed request.

Previously in this scenario, OCS sent Stat Event 17 (Callback Completed) in addition to Stat Events 14 (Call Complete) and 15 (Lead Processed). (ER# 219556561)

OCS no longer increments the attempt field value for the record in the following scenario:

1. A Campaign is running in Push Preview dialing mode.
2. A strategy that uses the Outbound/Reschedule strategy block is loaded.
3. An interaction is submitted, rescheduled, and the corresponding record updated in the Calling List.

Previously in this scenario, OCS incorrectly increased the attempt field value after the interaction was rescheduled. (ER# 202640637)

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# 249792886)

OCS now attempts to reconnect to DB Server if the connection is lost when a Campaign is unloading and some records are still on agent desktops. Previously, OCS did not attempt to reconnect. (ER# 105003607)

OCS now registers DNs if a connection to a T-Server is added to the Connections tab of the OCS Application object after the Campaign Group is loaded. Previously, OCS did not register any DNs for this T-Server other than the Communication DNs. As a result, the error message EventError (DN is not registered) was generated by the T-Server when OCS attempted to place outbound calls. (ER# 213737191)

OCS now functions properly after loading a Campaign when attempting to connect to Interaction Server, which is configured on a host for which the host name cannot be resolved to an IP address. Previously in this scenario, OCS terminated unexpectedly. (ER# 250998116)

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# 251383772)

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. Agent1, who belongs to the Agent Group and is logged into Place1, receives and processes calling records.
4. Agent1 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. Agent1 completes the processing of these remaining calling records and logs out.
6. Agent2, who also belongs to the Agent Group, logs into the same Place1 and begins receiving and processing calling records.

Previously in this scenario, OCS incorrectly populated the agent_id field of the records processed by Agent2 with the ID of Agent1. This resulted in personal callbacks being processed by the wrong agent. This also affected reporting, as the records processed by Agent2 were still reported as processed by Agent1. (ER# 244112561)

OCS now uses an integer format rather than a string format in the ivr-profile-id extension of the TMakePredictiveCall request. Previously, by OCS using a string format, SIP Server could not include X-Genesys-gsw-ivr-profile-id in the SIP request to GVP, which prevented GVP Resource Manager from mapping the SIP request to the IVR profile. (ER# 242531475)

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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:

The OCS installation package now includes an updated OC_Server.xml metadata file with correct parameters identified in the core section of the file. Previously, the file included incorrectly defined parameters in this section, which prevented the end user from deploying Outbound Contact using the new deployment functionality of Genesys Administrator. (ER# 247608332)

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Supported Operating Systems

New in This Release

There are no restrictions for this release. This section describes new features that were introduced in the initial 8.0 release of OCS.

• Outbound VoIP (Voice over Internet Protocol) deployment. This deployment enables support for automated outbound dialing via a VoIP network using SIP Server 8.0 and Genesys Voice Platform (GVP) 8.1 applications (MCP and Resource Manager).
  This type of a deployment is used for:
  • Outbound call pacing.
  • Outbound call initiation toward a customer (Transfer, ASM, and Proactive Contact modes).
  • Call initiation toward an agent (ASM modes).
  • Control of bridging of an outbound and an agent call (ASM modes).
  • Triggering initiation of the GVP application toward an answered outbound call (Proactive Contact mode).
• Agent assignment in multiple campaigns for ASM dialing modes. OCS can now dynamically reassign agents among multiple campaigns that are run in ASM modes. This covers both traditional ASM modes (via CPD Server) and ASM modes in VoIP deployments.
• Improved Call Treatment Flexibility. OCS enables you to create customer-focused treatments written in SCXML (State Chart Extensible Markup Language), providing greater flexibility on how to contact customers and handle call results. Some of the scenarios that custom treatments can address include:
  • Selecting the preferred way to reach a customer, according to the time of day or the day of the week.
  • Specifying the order in which to contact a customer, according to the contact type.
  • Specifying the first contact type to use when contacting a customer.
  • Specifying the maximum number of attempts to dial records.
  • Specifying a treatment action according to the call result.
• Ability to select first (preferred) record for dialing. OCS now has an optional ability to select the first (preferred) record for dialing within a chain, based on properties of the calling record.
• Record cancel on desktop prevention. OCS can now optionally prevent cancellation of a record if the record is already on an agent desktop or being dialed.
• Time-optimized predictive algorithm. This enhancement of the pacing algorithm optimizes predictive dialing by providing contact centers with the flexibility to increase or decrease the dialing pace for a specified period, but still meeting any overall overdial-rate restriction.
• Recall of interactions in the Push Preview dialing mode. Upon the unloading of a Dialing Session, OCS can now recall all interactions for which processing has not yet begun. This prevents the corresponding records from being updated as Stale and significantly shortens the unloading time of the Dialing Session.
• Addition of HTTP interface to the list of communication protocols between OCS and its clients. OCS now offers an HTTP interface which enables you to manage Dialing Sessions (load, start, unload, and so on), control calling records, and perform Do Not Call, Cancel, and AddRecord operations using HTTP protocol.

Corrections and Modifications

This release includes the following corrections and modifications that were made between the 7.6.1 releases and the initial 8.0 release:

If stale_clean_timeout expires after an agent receives a record on the desktop and then requests and receives the chained records, OCS updates the first (leading) record in the chain with a Stale call result and the rest of the chained records are updated with an Unknown Call Result call result. Previously, in 7.6 releases, OCS updated only the record which was last delivered to the desktop with a Stale call result. (ER# 213238689)

OCS no longer terminates abnormally in the following scenario:

1. At least one Campaign is active or running.
2. A RecordCancel request and/or a DoNotCall request is sent to OCS from a Third Party Application via a Communication DN.
3. This request is not formed correctly and contains neither the GSW_PHONE nor the GSW_CUSTOMER_ID attribute.

(ER# 220657638)

OCS now properly processes the call flow when the supervised routing feature of T-Server (for example, the Siemens HiPath 4000 T-Server) is used in the following scenario:

1. CPD Server in a Transfer mode is used.
2. T-Server’s supervised-route-timeout option is set to a non-zero value.
3. A successful outbound call is distributed to an agent.
4. The agent does not answer the call.
5. T-Server recalls this call to the Routing Point and initiates rerouting.

Previously, OCS was unable to process this call flow and the record associated with the call remained in a Retrieved state until it finally became Stale.

(ER# 234101201)

OCS now restores the connection to Configuration Server or to Configuration Server Proxy after receiving the HistoryLogExpired server notification. Previously, after receiving this notification, OCS did not restore the connection. (ER# 175873118)

After a switchover from the primary to the backup OCS, the OCS application that becomes the primary now properly identifies the status of agents on outbound calls in ASM modes. Previously, in this scenario, these agents were identified as being engaged rather than being on outbound calls. (ER# 232744129)

OCS now properly handles the GSW_REFERENCE_ID attribute in the CampaignStatusRequest desktop request. Previously, OCS did not return this attribute in its response to the desktop. (ER# 211245661)

OCS now correctly assigns a Dropped call result to the call in the following scenario:

1. A successful outbound call is delivered to an agent's desktop.
2. The call is answered by the agent and is established on the agent's DN.
3. The agent transfers this call to the Overflow Queue using a single-step transfer.

Previously, OCS was unable to handle this scenario properly and the record associated with this call remained Retrieved until finally becoming Stale. (ER# 234101208)

OCS now properly processes Desktop Protocol requests (for example, UpdateCallCompletionStats or RecordProcessed) from an agent’s desktop for a record in the following scenario:

1. CPD Server in a Transfer mode is used.
2. OCS instructs CPD Server to use single-step transfer for successful outbound calls. (The OCS call_transfer_type option is set to one_step.)
3. DNs that represent CPD ports are configured in Configuration Manager and their shortcuts are added to Places, so OCS registers those DNs with T-Server.

Previously, OCS incorrectly processed EventReleased on a CPD port for a successfully transferred outbound call and did not allow the agent desktop to further process the record associated with the call.

(ER# 220299223)

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Known Issues and Recommendations

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

When pre-dial validation is enabled, OCS assigns an incorrect call result (that is, the initial call result stored in the record when it was retrieved from the Calling List, instead of the Cancel Record call result) in the following scenario:

1. OCS sends a validation request to the Web/Application Server.
2. The connection cannot be established to the Web/Application Server.
3. OCS is notified that the connection failed to establish before the pre-dial validation timeout expires.

One example of this situation is if the host or port of the Web/Application Server is defined incorrectly in the URI and the http-response-timeout option is set to a relatively large value. (ER# 254325610)

When pre-dial validation is enabled, OCS fails to correctly detect a shortage of dialing ports on the server used for dialing (T-Server, SIP Server, or CPD Server). As a result, instead of distributing the GSW_STAT_EVENT 8 (WaitingPortsStart) and GSW_STAT_EVENT 9 (WaitingPortsOver) and holding the records in OCS buffers until dialing ports are available, OCS does not dial the records and marks them with call result 41 (Dial Error).

Genesys recommends that you configure a Retry In treatment for call result 41 (Dial Error) to ensure that the records are dialed when dialing ports become available. You may also limit the number of dialing ports at the OCS application or the Campaign Group level. (ER# 255247051)

OCS uses a string format instead of an integer format in the ivr-profile-id extension of the TMakePredictiveCall request. As a result, SIP Server does not include X-Genesys-gsw-ivr-profile-id in the SIP request to GVP. This prevents GVP Resource Manager from mapping the SIP request to the IVR profile.

Workaround: You can fix this by configuring the default-application parameter in the gvp.general section of the Tenant. For more information, see the Genesys Voice Platform 8.1 Deployment Guide.

(ER# 242531475)

If a switchover occurs from the primary to the backup Configuration Server Proxy, although OCS reconnects to the backup Configuration Server Proxy, when changes are made to configuration objects, OCS does not receive a notification of the changes. You must restart OCS so that the changes are taken into account. (ER# 232725011)

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 (and can not apply a treatment if one is configured), but it marks this record as Stale, and only when stale_clean_timeout elapses for this record.

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 and making calls via Outbound Notification Manager.
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)

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 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 8.0 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)

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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 8.0.

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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 8.0 Deployment Guide provides architectural information, instructions on how to install and configure Outbound Contact 8.0 components, configuration option descriptions, and other related information.

• The Outbound Contact 8.0 Reference Manual describes application features for Outbound Contact 8.0 and provides information about constants, communication protocols, and other information.

• The Framework 8.0 Genesys Administrator Help file describes how to use Genesys Administrator.

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

• The Framework 8.0 Combined Log Events Help file 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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