Release Advisory

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no longer an affiliate of Alcatel-Lucent; any indication of such affiliation within Genesys products or packaging is no longer applicable.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

The following information applies to Genesys 8.0.x software and is important for you to note:

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.

Starting with release 8.0, Outbound Contact Server and CPD Server support Windows Server 2008. However, the Outbound Contact 7.5 Configuration Wizard does not support this operating system. If you want to run these Outbound Contact components on Windows Server 2008, you must install them manually.

For MS SQL databases, DB Server 7.5 or later cannot correctly read international characters that were written to the database if both of the following conditions existed:

• The records were originally written using DB Server 7.2 or earlier.
• On the host on which that DB Server was running, the option SQL Server Client Network Utility > DB-Library Options > Automatic ANSI to OEM conversion was turned on.

If you are using Outbound in a VoIP environment, the following configurations are supported:

1. OCS, SIP Server, and GVP.
2. OCS, SIP Server, and call progress detection done by a either Media Gateway or CPD Server (with a Dialogic board or HMP software).

Depending on your type of Outbound-VoIP environment, the following products/components are required:

• Outbound Contact Server 8.0.x—The dialing engine. For release information, including known issues, see Outbound Contact Server 8.0.x Release Note.

  Note: (For an Outbound-VoIP Configuration Environment 1, identified above) If you are running Campaigns in a VoIP environment in a Transfer mode (that is, OCS dials on behalf of the Trunk Group DN and transfers successful calls to the Voice Transfer Destination DN), then Genesys recommends that you always use single-step transfer (the OCS call_transfer_type option is set to one_step). If you use two-step transfer (the OCS call_transfer_type option is set to two_step), depending on the number of media ports available to OCS and the speed of outbound dialing, it is possible that no media ports will be available for transfer of the successful outbound calls. The reason for this is that two-step transfer requires an extra media resource for each outbound call. In this scenario, if no media ports are available, these successful outbound calls are abandoned. (ER# 237967301)

• Genesys Voice Platform (GVP) 8.1.1—The media processing engine, including the following components:

  • Media Control Platform (MCP) 8.1.101.39. For release information, including known issues, see Voice Platform Media Control Platform 8.1.x Release Note.

  • Resource Manager (RM) 8.1.x. For release information, including known issues, see Voice Platform Resource Manager 8.1.x Release Note.

    Notes:

    • (For Outbound-VoIP Configuration Environment 1, identified above) GVP 8.1.1 Resource Manager in High Availability configuration is not fully integrated into the Genesys Management Layer. As such, for a primary/backup configuration, the Switchover command in Solution Control Interface (SCI) is not available. In addition, SCI does not display Resource Manager’s role (either primary or backup) consistently. (ER# 241558871)

    • GVP Resource Manager 8.1.1 does not support multi-tenancy. As such, an Outbound-VoIP environment using GVP 8.1.1 also does not support multi-tenancy. (ER# 241918881)

• SIP Server 8.0.2— For release information, including known issues, see SIP Server 8.0.x Release Note.

  Notes: For both Outbound-VoIP Configuration Environment 1 and 2, identified above:

  • If you are running Campaigns in an ASM mode and SIP Server is running in a High Availability (HA) mode, avoid stopping the primary SIP Server. This may cause OCS to consider agents who are currently engaged as Ready and attempt to re-engage them. If you need to stop the primary SIP Server, do a switchover using the Solution Control Interface first (that is, designate the backup SIP Server as the new primary) and then stop SIP Server. (ER# 231762209)

  • In an Outbound-VoIP environment using an Audiocodes Media Gateway or GVP Media Control Platform for Call Progress Analysis (CPA), some outbound calls may not be processed and are lost in the following scenario:

    1. A primary and backup SIP Server are used in an HA mode.
    2. The primary SIP Server is stopped while call progress detection is taking place for some calls.
    3. The backup SIP Server receives the CPA results.
    (ER# 239652161)

• Management Framework 8.0.x— For release information, see Framework 8.0.x Release Advisory.

For more information about using Outbound Contact in a VoIP environment, see the Outbound Contact 8.0 Deployment Guide.

In an environment that uses Universal Routing Server (URS) to distribute outbound calls to a campaign group as a target and where Outbound Contact Server (OCS) does not have a backup server, the Current Agent Assignment statistic will not be modified after OCS exits abnormally. Therefore, URS may not be able to route inbound calls to some ready agents because these agents will remain assigned to the outbound activity. When OCS starts up again, URS will receive current agent assignment information again. (ER 111460221)

In addition to the actual Voice Transfer Destination DN, other DN types such as ACD Queue, Virtual Queue, Routing Point, or Service Number must be configured as Origination DNs in the Agent Group object or the Place Group object. These types of DNs need to be specified so that OCS can monitor them in order to recognize "foreign" inbound or outbound traffic (such as calls that seize agents but were not issued by OCS on behalf of the Campaign Group) or to recognize that the ACD Queue DN is configured as an overflow DN.

You must not configure the same DN as an Origination DN for more than one Agent Group or Place Group in predictive dialing or progressive dialing environments because the pacing algorithm may give incorrect statistics that may result in poor dialing ratios.

When Stat Server is operating on a UNIX platform and the java extension name contains capital letters, the statistics from that extension can be opened only by a statistical type if it is part of the statistical type definition in the Stat Server configuration.

Note: A statistic cannot be opened if it contains the statistical type occstatextension.jar:CurrentNumberChainsFinalized displayed by CCPulse+ under the JavaCategory.

When a record is added to a retrieved chain, OCS can deliver this record to the desktop even if the record is outside of the dialing filter. This can occur when the following conditions are true:

• A calling list used in the active campaign has a dialing filter.
• The agent desktop requests OCS to add a record to the calling list. This request specifies the GSW_CHAIN_ID attribute of the chain that is currently on the agent's desktop or in OCS memory.
• The record has mandatory or user-defined attributes that are outside of the current dialing filter.

OCS can violate the specified dialing order of records when the following scenario is true:

• Informix is the Database Management System (DBMS).
• The dialing filter includes the ORDER BY clause.
• Informix is configured so that more than one dbspace is used for temporary table storage.

DBSPACETEMP space_01, space_02, space_03

As a workaround, Genesys recommends that you configure one dbspace variable for temporary table storage for either the Informix DBMS or the Informix client (specific session only). To configure a single dbspace variable for the client, set the DBSPACETEMP environment variable to a single dbspace for the DB Server process.

Microsoft Windows limits each local system account by default to approximately 120 processes that are started by, or running as, Windows services. When the number of running processes reaches this limit, any attempt to start additional processes fails. 120 processes can quickly become too low a limit for Genesys applications, since Windows counts each DB Server's DBClient process as one process.

This issue might affect Outbound Contact deployments due to Outbound Contact's use of calling lists. Outbound Contact Server opens a new connection to the DB Server for every calling list that it loads into memory. Consequently, the DB Server internally starts a new DBClient process for every calling list, and could potentially start multiple DBClient processes for the same calling list if it is attached to different campaigns or to different groups.

Follow the procedure in the PRB: User32.dll or Kernel32.dll fails to initialize article on the Microsoft website (www.microsoft.com) to change the number of processes allowed in a Windows environment.

Genesys does not recommend installation of its components through a Microsoft Remote Desktop connection. The installation should be performed locally.

If you use a Sybase Adaptive Server as your DBMS and more than one calling list is using the same database table—that is, the calling lists refer to the same Table Access object in the configuration—Genesys recommends that you modify the default locking scheme on the database table in order for OCS to correctly maintain the weight rules for these calling lists. Follow this procedure:

1. Stop and unload all campaigns that include calling lists referencing this database table.
2. Execute this SQL statement: alter table <table_name> lock datarows

Note: If the table contains several thousand or more calling records, the above SQL statement might take some time to execute.

In the Calling List details view, to allow the user to navigate in a timely manner through calling list tables with a large number of customer contacts (three to four thousand or more records in the calling list table), OCM 7.6.101 uses an auxiliary temporary table that is generated when the calling list is opened. The following paragraphs provide suggestions for the different DBMS types that use temporary tables (Microsoft SQL, Oracle, Sybase, Informix, and DB2).

• Microsoft SQL: Temporary tables are stored in the tempdb database. On Microsoft SQL (MS SQL) Server 7.0 and higher, the size of tempdb is automatically enlarged if required. However, with MS SQL 6.5, you must manually adjust the size of this database. When a large calling list is opened, the size of tempdb may become insufficient; in that case an error message Out of space in tempdb is returned by the DBMS and displays on the OCM GUI. To resolve this problem and to allow OCM 7.6.101 to process large calling lists, increase the size of the tempdb database.

• Sybase: The same considerations regarding the size of tempdb as described above for MS SQL also apply to Sybase. Check your Sybase system documentation regarding the tempdb database for details.

• Informix: Operations on large calling lists require sufficient space in the dbspace where temporary tables reside. You may need to increase this size. The dbspace where temporary tables are stored is defined by the DBSPACETEMP ONCONFIG parameter. Check your Informix system documentation regarding temporary tables for details.

• DB2: Operations on calling lists require a temporary table. The DB2 engine stores this temporary table in the User Temporary table space, which the database administrator (DBA) should explicitly create. If this table space is absent, an attempt to open a calling list in OCM results in the following error message:
  
  DB Server returned SQL error [IBM][CLI Driver][...] SQL0286N. A default table space could not be found with a page size of at least <pagesize> that authorization ID <user-name> is authorized to use.
  
  To resolve this problem, ensure that a table space of the correct type (User Temporary) with a page size of at least <pagesize> exists and that the authorization ID <user-name> has USE privilege on this table space.

• Oracle: On versions of Oracle before 8.1.7, Oracle does not use temporary tables, and OCM performs sorting in its memory when an ORDER BY clause is issued. Calling lists containing several thousand records may require additional processing time, which may cause the DB Server to force OCM to disconnect if OCM is too slow to respond. In this scenario, Genesys suggests that you add more conditions to the filter to limit the number of retrieved records (less than 2-3 thousand) or that you increase the value of the db_timeout option.

Working with large calling lists of several thousand or more records might affect the performance of the DBMS for outbound dialing with OCS. Follow these guidelines to improve the performance of the DBMS in this scenario.

If a dialing filter is used, Genesys recommends that you create indexes for all fields used in the dialing filter into "WHERE" and "ORDER BY" clauses in the filter. Create indexes using the available DBMS tools or using the following SQL statements:

CREATE INDEX <unique__index_name> ON <calling_list_table_name> (<field_used_in_filter>)

If the data in a calling list table significantly changes, earlier indexes might become out of date. For example, if you create a calling list table and manually insert 10 customer contacts, then import into this table an additional 10,000 customer contacts, the indexes built on the table will become out of date. To avoid possible performance issues, before starting a campaign, update indexes in a table that has been changed significantly. To update indexes, you should recalculate statistics for the calling list table using the recommendations below for your DBMS type.

Note: Statistics are updated automatically when you create or recreate an index for an existing table.

• Microsoft SQL Server: Microsoft SQL Server versions 7.0 and later automatically recalculate statistics when a table is significantly changed. The option auto update statistics (default = ON) controls recalculation. If you are using an earlier version of SQL or if automatic statistic recalculation is switched off, you can manually recalculate statistics by executing the following statement:

  UPDATE STATISTICS <calling_list_table_name>

  This operation might be time-consuming depending on the size of the table. Refer to Microsoft SQL Server product documentation or your DBA for additional details.

• Sybase: Use the following statement to manually update statistics for a calling list table:

  UPDATE STATISTICS <calling_list_table_name>

  This operation might be time-consuming depending upon the size of the table. Refer to Sybase product documentation or your DBA for additional details.

• Oracle: To manually recalculate statistics for a calling list table that has been significantly changed, use the following statement:

  ANALYZE TABLE <calling_list_table_name> COMPUTE STATISTICS

  This operation might be time-consuming depending upon the size of the table. You can also use procedures from the DBMS_STATS package to recalculate statistics. Refer to Oracle product documentation or your DBA for additional details.

• Informix: Use the following statement to manually update statistics for a calling list table:

  UPDATE STATISTICS HIGH FOR TABLE <calling_list_table_name>

  This operation might be time-consuming depending upon the size of the table. Refer to Informix product documentation or your DBA for additional details.

IBM DB2 must be properly configured to provide the ability to create and execute Stored Procedures with the LANGUAGE SQL option in the CREATE PROCEDURE statement. Refer to the IBM Support Website or DB2 product documentation for additional details.

If you are running Genesys software in a mixed operating system (Windows and another) environment and using multiple character sets, you must configure the default character set for the non-Windows operating system to match the Windows character set.

For example, if the software is running in the Japanese Solaris environment, you must change the default charset from EUC-JP to Shift_JIS (Windows character set) by typing the command set LANG="ja_JP.PCK" in the SH Shell.

Starting with release 7.1, the Genesys setup procedures for Windows operating systems automatically install Genesys daemon applications as Windows Services.

The installation script on UNIX cannot update configuration data for applications whose host computers contain a dot (".") in their names. Therefore, when configuring a Host object in the Configuration Database, avoid using dots in the value for the Host Name property on the General tab.

If you have to use an IP address (such as 180.170.9.150) or a full host name including the domain name (such as server.genesyslab.com), expect to receive a warning during the installation of any application on this host. The warning message tells you that the installation cannot find the specified object; as a result, the installation script does not update the configuration data for this application. If you see this warning, ignore it and continue with the installation.

After completing the installation, update the configuration data for an application you installed on this host as follows:

1. Open the Properties window for the Application object in Configuration Manager.
2. Enter the correct values for Working Directory, Command Line, and Command Line Arguments on the Start Info tab.
3. Click Apply and OK to save configuration updates.
4. If using the run.sh file to start the application, verify that the Working Directory, Command Line, and Command Line Arguments are specified correctly in the run.sh file.
   

For Outbound Contact Server integration with the Call Progress Tone Detection (CPTD) feature on the PointSpan M6880 and Intecom "E" switches, note the following:

1. Public and private CAS-T1 or ISDN PRI trunks should be configured to send in-band signaling tones for all call attempts.
   
   On ISDN PRI trunks, signaling occurs on the D-Channel. It applies for both Facility Associated Signaling (FAS) and Non-Facility Associated Signaling (NFAS) ISDN PRI trunks.

2. The MSF card for PointSpan CPTD should be installed as specified in the Intecom documentation. The Intecom MSF card can detect only in-band tones.

Note: The ISDN PRI trunks can be modified using PointSpan Trunk Groups (GRPS) in order for the switch to produce "busy" (NPB) and "reorder" (NPR) tones. However, these settings apply only to the stations connected to the digital lines and to the analog station cards. The PointSpan will not transmit these tones to the MSF card for call attempts made from ISDN PRI trunks.

Use the 32-bit executable file instead of the 64-bit executable file when you are using this server application on computers running the 64-bit version of the AIX operating system release 5.1, 5.2, or 5.3. The 32-bit executable file starts by default if you start an executable without specifying the bit version.

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