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is no longer an affiliate of Alcatel-Lucent; any indication of such affiliation within Genesys products or packaging is no longer applicable.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.x releases of Performance Management Advisors Genesys Adapter.

• 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 Environment Reference Manual.
• The Known Issues and Recommendations section is a cumulative list. It includes information on when individual items were found and, if applicable, corrected.
• The Corrections and Modifications section for each release may list additional issues that were corrected without first being documented as Known Issues.
• The Discontinued Support section is cumulative. It lists functionality that is no longer supported and the release number of the version in which support was discontinued.

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.

Supported Operating Systems

New in This Release

There are no restrictions with this release. This release contains no new features or functionality.

Corrections and Modifications

This release contains the following corrections and modifications:

Online Help files in German are implemented in this release.

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Supported Operating Systems

New in This Release

There are no restrictions with this release. This release contains the following new features and functionality:

• Genesys Adapter supports configuration of an optional backup Configuration Server. (GEN-664)
• Genesys Adapter supports configuration of up to five Stat Servers (or Stat Server primary/backup pairs) for Stat Server load distribution. (GEN-658, GEN-518)

Corrections and Modifications

This release contains the following corrections and modifications:

Loading of Agents and Agent Groups from Configuration Server has been enhanced. (GEN-611, GEN-613)

Interaction queues and voice queues are now separated in order to prevent ID overlaps when metrics are written to the database. (GEN-653)

This release is available in English and German, although online Help and e-mail templates are not currently available in German.

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Supported Operating Systems

New in This Release

This is the initial 8.x release of this product. There are no restrictions with this release. This release contains the following new features and functionality:

• Implementation of simple custom metrics: In this release you can reflect Stat Server custom statistics and specify compound KPIs and customized formulas for any given KPI. The descriptions of custom metrics are uni-lingual.
• Support for essential multi-channel metrics: This release supports Web chat and e-mail metrics.
• This release of Genesys Adapter uses standard Genesys branding elements and styles.
• The Genesys Adapter's Installer Support library is extended to handle JDK verification. This ensures that the installed applications use acceptable JDK versions.

Corrections and Modifications

This release contains the following corrections and modifications:

Inconsistencies in UI terminology have been removed. (GEN-362)

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Known Issues and Recommendations

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

Multi-byte languages are not supported.

Advisors release 8.0.x requires Genesys Stat Server release 8.1.000.22 or later. This release is not compatible with Stat Server release 7.6 or lower. Also, Stat Server Java extensions must be installed on Stat Server. The Stat Server Java properties need to be configured to point to the local Java runtime environment installation, and more specifically to its client jvm.dll file.

Configurations with a large number of agents, or of agent groups with large group memberships, require large amounts of memory to be available to the Genesys Adapter. (GEN-611, GEN-613)

Genesys Adapter does not support backup Stat Servers. (GEN-518)

The Genesys_Supervisor_Desktop_Service_763.apd application template file is located in the AGA\Windows folder along with the Genesys Adapter installation files, rather than with the SDS installation files, which are under the SDS directory.

There must be at least one object with type Interaction Queue in the Configuration Server. If there are no such objects, the administrator cannot access the Objects Configuration section of the Genesys Adapter UI screen. (GEN-652)

SDS - With load of 15,000 or more agent logins on the switches in the Configuration Server, SDS is unable to return State and Time-In-State for all agents into the RMC GUI. (GEN-312)

RMC - Loading 100 agents from the Applications pane takes at least a minute when selecting all nine metrics columns. (GEN-272)

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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 in this release.

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Internationalization

Information in this section is included for international customers.

The 8.0.001.04 release includes online Help files in German. The 8.0.001.03 release is available in English and German, though neither e-mail templates nor online Help are available in German in that release. The 8.0.000.18 release is available only in English.

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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.

• The Performance Management Advisors 8.0 Platform Deployment Guide describes how to install and configure the Advisor platform.

• The Performance Management Advisors 8.0 Frontline Advisor Deployment Guide describes how to install and configure Frontline Advisor.

• The Performance Management Advisors 8.0 Cisco Adapter Deployment Guide describes how to configure and install the Cisco Adapter.

• The Performance Management Advisors 8.0 Genesys Adapter Deployment Guide describes how to configure and install the Genesys Adapter.

• The Performance Management Advisors 8.0 Contact Center Advisor & Workforce Advisor Deployment Guide describes how to configure and install Contact Center Advisor & Workforce Advisor.

• The Genesys Migration Guide contains a documented migration strategy for each software release. Please refer to the applicable portion of the guide, or contact Genesys Technical Support for additional information.

Product documentation is also provided on a Documentation Library DVD, which is produced monthly. The New Documents on this DVD page on the DVD indicates the DVD production date. Because the DVD is produced monthly, documentation on the Technical Support website may be more up-to-date than that on the DVD. To verify the latest version of a document, check the version number, located on the second page in PDFs and on the "About This File" topic for Help files.

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