Release Note

Performance Management Advisors
Platform

8.1.x

Genesys Telecommunications Laboratories, Inc. © 2011–2013

Contents

Introduction

Release Number AIX HP-UX PA HP-UX IPF Linux Solaris Windows
8.1.501.01 [12/13/13] – General (Under Shipping Control)           X
8.1.500.17 [09/18/13] – General (Under Shipping Control)           X
8.1.401.04 [11/27/13] – Hot Fix           X
8.1.401.03 [10/21/13] – General (Under Shipping Control)           X
8.1.400.06 [04/26/13] – Hot Fix           X
8.1.400.00 [12/05/12] – General (Under Shipping Control)           X
8.1.300.15 [12/04/13] – Hot Fix           X
8.1.300.08 [11/26/12] – Hot Fix           X
8.1.300.07 [10/23/12] – General (Under Shipping Control)           X
8.1.201.02 [09/04/12] – General (Under Shipping Control)           X
8.1.200.18 [07/17/12] – General (Under Shipping Control)           X
8.1.100.19 [07/20/12] – Hot Fix           X
8.1.100.18 [03/13/12] – Hot Fix           X
8.1.100.16 [11/17/11] – General (Under Shipping Control)           X

Link to 8.0 Product Release Note (Cumulative)
Documentation Corrections
Known Issues and Recommendations
Discontinued Support
Internationalization
Additional Information


Introduction

As of February 1, 2012, Genesys is no longer an affiliate of Alcatel-Lucent; any indication of such affiliation within Genesys products or packaging is no longer applicable. Please see the Genesys website at http://www.genesyslab.com for more details.

This release note applies to all 8.1 releases of Performance Management Advisors Platform.

Use of Third-Party Software

Genesys follows applicable third-party redistribution policies to the extent that Genesys solutions utilize third-party functionality. For additional information on any third-party software used in this product, see the Read Me. Please contact your Genesys Customer Care representative if you have any questions.


Release Number 8.1.501.01 [12/13/13] – General (Under Shipping Control)

Supported Operating Systems
Supported Languages
New in This Release
Corrections and Modifications

Supported Operating Systems

The operating systems supported by this release are listed in the Contents, above.

Supported Languages

The following table lists the languages supported by this release.

CSY CHS CHT DEU ENG ESN FRA ITA JPN KOR PTB RUS
      X X              

New in This Release

This release is under shipping control. This release contains the following new features and functionality:

Corrections and Modifications

This release includes the following corrections and modifications since the previous 8.1 release of this software:


Application-to-agent group mappings are now maintained. Previously, there could be an intermittent loss of application-to-agent group mapping, or an assigned application would not display on the View Agent Groups - Applications page in the administration module. (PLT-5042)


This release corrects an issue with the Advisors Platform that previously caused a failure to load the Frontline Advisor hierarchy; also, an error message related to objects activation would display. (PLT-4920)


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Release Number 8.1.500.17 [09/18/13] – General (Under Shipping Control)

Supported Operating Systems
Supported Languages
New in This Release
Corrections and Modifications

Supported Operating Systems

The operating systems supported by this release are listed in the Contents, above.

Supported Languages

The following table lists the languages supported by this release.

CSY CHS CHT DEU ENG ESN FRA ITA JPN KOR PTB RUS
      X X              

New in This Release

This release is under shipping control. This release contains the following new features and functionality:

Corrections and Modifications

This release includes the following corrections and modifications since the previous 8.1 release of this software:


Some standard metrics, used in complex calculations of other metrics, have a display property of Never. These metrics never appear in the administration module. Previously, it was possible to change this property's value in the database table, but changing the value to anything but "Never" disrupted correct functionality. Changing this value is now blocked, to protect the data and the system functionality. (PLT-4328)


The Application Configuration page in the Administration module displays correctly, regardless of how you navigate to the page. Previously, a blank page could display in some navigation scenarios. (PLT-4144)


The Metric Manager ensures you do not enable more metrics for graphing than is allowed; you receive an error message if you have enabled the maximum number of metrics for graphing, and you enable another metric for graphing on the Metric Details screen and then attempt to return to the Metric Manager screen. Previously, you could enable more metrics for graphing than the configured maximum, although the database did not contain any more than the maximum number of allowed graphing-enabled metrics. (PLT-4141)


The Metric Manager page maintains the configured value for the Time Profile for Charting property for a custom metric. Previously, if you created a custom metric, saved it, and then immediately opened it for editing, the Time Profile for Charting property was changed to None. (PLT-4130)


Re-sizing columns on the Agent Group Configuration page changes string endings to an ellipsis (...), which is correct behavior. Previously, the string endings changed to null if you re-sized columns to overlap text. (PLT-4127)


When you upgrade a database from a previous version to Release 8.1.2, there are no longer discrepancies amongst the different types of regions in terms of permissions settings. The Regions page shows no objects for the Administrative user, by default. (PLT-3838)


The Key Actions page in the Administration module saves and resets correctly. Previously, if you entered a Key Action name, and that name was a duplicate of an existing Key Action name, Advisors failed to save or reset correctly after you edited the name. (ER# 309338685, PLT-1514, PLT-4098)


The Contact Centers pane in the WA dashboard now displays complete data. Previously, the pane could display incomplete data; regions and their dependent levels could be missing. These regions and their dependent levels now display. (CAWU-10885)


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Release Number 8.1.401.04 [11/27/13] – Hot Fix

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

The operating systems supported by this release are listed in the Contents, above.

New in This Release

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

Corrections and Modifications

This release includes the following corrections and modifications since the previous 8.1 release of this software:


An issue with the Advisors Platform has been fixed that previously caused an error message to display related to objects activation, and a failure to load the Frontline Advisor hierarchy. (PLT-5147)


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Release Number 8.1.401.03 [10/21/13] – General (Under Shipping Control)

Supported Operating Systems
Supported Languages
New in This Release
Corrections and Modifications

Supported Operating Systems

The operating systems supported by this release are listed in the Contents, above.

Supported Languages

The following table lists the languages supported by this release.

CSY CHS CHT DEU ENG ESN FRA ITA JPN KOR PTB RUS
      X X   X          

New in This Release

This release is under shipping control. This release contains the following new features and functionality:

Corrections and Modifications

This release includes the following corrections and modifications since the previous 8.1 release of this software:


The issue with application-to-agent group mappings sometimes failing is corrected by applying the relevant script for your environment:

Previously, there could be an intermittent loss of application-to-agent group mapping, or an assigned application would not display on the View Agent Groups - Applications page in the Administration module.

(PLT-4914)


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Release Number 8.1.400.06 [04/26/13] – Hot Fix

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

The operating systems supported by this release are listed in the Contents, above.

New in This Release

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

Corrections and Modifications

This release includes the following corrections and modifications since the previous 8.1 release of this software:


Previously, you could occasionally receive a NullPointerException related to WA metric calculations. The exception interfered with the coloring of cells for threshold violations in the Contact Centers pane. The exception no longer occurs. (PLT-4496)


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Release Number 8.1.400.00 [12/05/12] – General (Under Shipping Control)

Supported Operating Systems
Supported Languages
New in This Release
Corrections and Modifications

Supported Operating Systems

The operating systems supported by this release are listed in the Contents, above.

Supported Languages

The following table lists the languages supported by this release.

CSY CHS CHT DEU ENG ESN FRA ITA JPN KOR PTB RUS
      X X              

New in This Release

This release is under shipping control. This release contains no new features or functionality.

Corrections and Modifications

This release includes the following corrections and modifications since the previous 8.1 release of this software:


This release of Advisors Platform is compatible with Performance Management Advisors release 8.1.4.


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Release Number 8.1.300.15 [12/04/13] – Hot Fix

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

The operating systems supported by this release are listed in the Contents, above.

New in This Release

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

Corrections and Modifications

This release includes the following corrections and modifications since the previous 8.1 release of this software:


A NullPointerException related to WA metric calculations no longer occurs. Previously, you could occasionally receive the NullPointerException, which interfered with the coloring of cells for threshold violations in the Contact Centers pane. (PLT-5173)


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Release Number 8.1.300.08 [11/26/12] – Hot Fix

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

The operating systems supported by this release are listed in the Contents, above.

New in This Release

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

Corrections and Modifications

There are no corrections or modifications for this release.

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Release Number 8.1.300.07 [10/23/12] – General (Under Shipping Control)

Supported Operating Systems
Supported Languages
New in This Release
Corrections and Modifications

Supported Operating Systems

The operating systems supported by this release are listed in the Contents, above.

Supported Languages

The following table lists the languages supported by this release.

CSY CHS CHT DEU ENG ESN FRA ITA JPN KOR PTB RUS
      X X              

New in This Release

This release is under shipping control. The following new features were introduced in this release of Advisors Platform:

Corrections and Modifications

This release includes the following corrections and modifications since the previous 8.1 release of this software:


The Advisors Platform installer now configures both the system language and country codes in the Windows service wrapper for Geronimo. (PLT-4044)


French is no longer an option for language and country settings. English and German are the only options. (PLT-3933)


The Release 8.1.3 upgrade script does not produce the FK_METRICS_METRIC_LIBRARY_METRICS constraint violation error that the Release 8.1.2 upgrade script generated. (PLT-3925)


The time period has been changed in the Advisor Platform database for two Workforce Advisors metrics. Previously, the time period of metrics REQ (Required Staff) and SCH (Scheduled Staff) was 30 minutes growing. This time period is changed to Point-in-time. (PLT-3913)


The Metric Manager page replaces the Metrics page in the Administration module. The Reset button works correctly in the Metric Manager pages. (PLT-3841)


Sorting by the Zero Suppress column now correctly affects the region display order on the Regions page. (PLT-3827)


The Select All and Deselect All functionality works correctly in Administration | Object Configuration. Previously, sorting objects in edit mode disabled the Deselect All functionality. (PLT-3656)


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Release Number 8.1.201.02 [09/04/12] – General (Under Shipping Control)

Supported Operating Systems
Supported Languages
New in This Release
Corrections and Modifications

Supported Operating Systems

The operating systems supported by this release are listed in the Contents, above.

Supported Languages

The following table lists the languages supported by this release.

CSY CHS CHT DEU ENG ESN FRA ITA JPN KOR PTB RUS
      X X   X          

New in This Release

This release is under shipping control. The following new features were introduced in this release of Advisors Platform:

Corrections and Modifications

There are no corrections or modifications in this release.

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Release Number 8.1.200.18 [07/17/12] – General (Under Shipping Control)

Supported Operating Systems
Supported Languages
New in This Release
Corrections and Modifications

Supported Operating Systems

The operating systems supported by this release are listed in the Contents, above.

Supported Languages

The following table lists the languages, other than English, supported by this release.

CSY CHS CHT DEU ESN FRA ITA JPN KOR PTB RUS
      X              

New in This Release

This release is under shipping control. This release contains the following new features and functionality:

Corrections and Modifications

This section describes corrections and modifications since the previous 8.1 release of this software.


Administration | Manage Adapters: Deselecting objects using the Deselect All button in the Object Configuration pages no longer wrongly removes objects from the All pane. (PLT-1634)


Automatically created Application-to-Agent Group relationships are now correctly erased by changing Auto-Override to Manual and restarting XML Generator. (PLT-1601)


Administration | Metrics: Rows selected for editing are now correctly retained for Contact Group metrics. (PLT-1559)


Administration | Application Rollups: Applications now appear correctly in the upper pane immediately after they are mapped. (PLT-1558)


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Release Number 8.1.100.19 [07/20/12] – Hot Fix

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

The operating systems supported by this release are listed in the Contents, above.

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:


Updates to support the improvement of CCAdv refresh time. (CAWU-9018)


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Release Number 8.1.100.18 [03/13/12] – Hot Fix

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

The operating systems supported by this release are listed in the Contents, above.

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 section describes corrections and modifications since the previous 8.1 release of this software.


Advisors Platform has been rebuilt with changes to support Frontline Advisor ticket GFA-2669.


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Release Number 8.1.100.16 [11/17/11] – General (Under Shipping Control)

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

The operating systems supported by this release are listed in the Contents, above.

New in This Release

This release is under shipping control. This release contains the following new features and functionality:

This release also contains the following features and functionality that were part of the 8.1.0 restricted release:

Corrections and Modifications

This section describes corrections and modifications since the previous 8.1 restricted release of this software.


Compatibility issues between Flash 10.3 and the Advisors browser have been corrected. (PLR-230)


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Documentation Corrections

This section contains corrections and updates for issues found in currently released documentation for this product. The changes described here will be included in future published versions of the document.


Book: Performance Management Advisors 8.1 Deployment Guide

Section: Deploying Advisors Platform > Changing a Data Source Configuration after Installation

The Changing a Data Source Configuration after Installation procedure uses the Advisors Platform data source as an example of how to make changes to the JDBC data source configuration after installation. Additional procedures are included here to help you make changes to the JDBC data source configuration for Frontline Advisor and the metric graphing database.

There are three modules that contain JDBC data source configuration information:

You must re-deploy each instance of the preceding modules for which you modify the geronimo-ra.xml descriptor (see the following procedures).

Before you perform any of the procedures below, read the following carefully:

Modify the Geronimo Descriptor for Advisors Platform

  1. Copy geronimo-ra.xml from
    **/GCTI/Advisors/geronimo-tomcat6-minimal-2.2.1/repository/com/informiam/platform/platform-datasource-service//platform- datasource-service-.rar/rar/META-INF
    to
    **/GCTI/Advisors/platform-datasource.
  2. Edit the descriptor (geronimo-ra.xml that you copied to **/GCTI/Advisors/platform-datasource), as required.
  3. Ensure the Advisors service is stopped before proceeding.
  4. Open a command prompt window.
  5. Navigate to the **/GCTI/Advisors/geronimo-tomcat6-minimal-2.2.1/bin directory.
  6. Run the following command:
    java -jar deployer.jar --offline --user system --password manager redeploy ../../platform-datasource/platform-datasource.rar ../../platform-datasource/geronimo-ra.xml
    Note: In the preceding command line, ../../platform-datasource/geronimo-ra.xml is the path to the recently-edited descriptor.
  7. Start the Advisors service and verify that the reconfigured data source works.
  8. If the database parameters require further updates, edit the data source descriptor file and run the command again to re-deploy it.
    For example: Edit ../../platform-datasource/geronimo-ra.xml and run the command again.

Modify the Geronimo Descriptor for Frontline Advisor

  1. Copy geronimo-ra.xml from
    **/GCTI/Advisors/geronimo-tomcat6-minimal-2.2.1/repository/com/informiam/gfa/fa-datasource//fa-datasource-.rar/rar/META-INF
    to
    **/GCTI/Advisors/fa-datasource.
  2. Edit the descriptor (geronimo-ra.xml that you copied to **/GCTI/Advisors/fa-datasource), as required.
  3. Ensure the Advisors service is stopped before proceeding.
  4. Open a command prompt window.
  5. Navigate to the **/GCTI/Advisors/geronimo-tomcat6-minimal-2.2.1/bin directory.
  6. Run the following command:
    java -jar deployer.jar --offline --user system --password manager redeploy ../../fa-datasource/fa-datasource.rar ../../fa-datasource/geronimo-ra.xml
    Note: In the preceding command line, ../../fa-datasource/geronimo-ra.xml is the path to the recently-edited descriptor.
  7. Start the Advisors service and verify that the reconfigured data source works.
  8. If the database parameters require further updates, edit the data source descriptor file and run the command again to re-deploy it.
    For example: Edit ../../fa-datasource/geronimo-ra.xml and run the command again.

Modify the Geronimo Descriptor for the Metric Graphing Database

  1. Copy geronimo-ra.xml from
    **/GCTI/Advisors/geronimo-tomcat6-minimal-2.2.1/repository/com/Informiam/ea/metric-graphing-datasource// metric-graphing-datasource-.rar /rar/META-INF
    to
    **/GCTI/Advisors/metric-graphing-datasource.
  2. Edit the descriptor (geronimo-ra.xml that you copied to **/GCTI/Advisors/metric-graphing-datasource), as required.
  3. Ensure the Advisors service is stopped before proceeding.
  4. Open a command prompt window.
  5. Navigate to the **/GCTI/Advisors/geronimo-tomcat6-minimal-2.2.1/bin directory.
  6. Run the following command:
    java -jar deployer.jar --offline --user system --password manager redeploy ../../metric-graphing-datasource/metric-graphing-datasource.rar ../../metric-graphing-datasource/geronimo-ra.xml
    Note: In the preceding command line, ../../metric-graphing-datasource/geronimo-ra.xml is the path to the recently-edited descriptor.
  7. Start the Advisors service and verify that the reconfigured data source works.
  8. If the database parameters require further updates, edit the data source descriptor file and run the command again to re-deploy it.
    For example: Edit ../../metric-graphing-datasource/geronimo-ra.xml and run the command again.

Found In Document Version: 8.1.501.00

Book: Performance Management Advisors 8.1 Deployment Guide

Section: Deploying Genesys Adapter > Prerequisites

The information about updating the Stat Server configurations using the statserverEntries.cfg options file supplied with Advisors Genesys Adapter (AGA) is incorrectly added to a Prerequisites section for deploying AGA. The statserverEntries.cfg options file is installed with Genesys Adapter, and is available in the directory where you installed AGA only after installation is successful.

Found In Document Version: 8.1.201.00 Fixed In: 8.1.5

Book: Performance Management Advisors 8.1 Deployment Guide

Section: Deployment Overview > Deployment Prerequisites

Found In Document Version: 8.1.403.00 Fixed In: 8.1.5

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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.

Found In: 3.3, 8.0, 8.1, 8.1.1, 8.1.2, 8.1.3, 8.1.4, 8.1.5 Fixed In:

Aggregating objects (contact centers, regions, application groups) with database IDs higher than 16777214 are not permitted in the application. An exception identifying the offending object is thrown if any ID exceeds the application maximum.

Workaround: Reassign a lower ID to the object. To ensure consistency, you must also update any other tables with references to this ID. New aggregating objects are allocated sequential IDs based on the current maximum ID value in the object's respective table.

(PLT-4754, PLT-4769)

Found In: 8.1.5 Fixed In:

If you are migrating a system that has separate Genesys Adapters for CCAdv--one that handles Core and/or Multi-Media stats and another that handles Open Media stats--you must begin the migration by running the Advisors Migration Wizard against the 8.1.3/8.1.4 configuration database for the Core adapter. This preserves the information from the Open Media adapter by migrating both Genesys Adapters into new tables in the 8.1.5 Platform database. (PLT-4566)

Found In: 8.1.5 Fixed In:

The online Help files, accessed by clicking Help within the Advisors browser, contain standard instructions for printing the Help file from a browser, however the Print button in the Advisors browser prints information that displays on the dashboard views only. No print option currently exists to print the Help file. (PLT-4748)


Beginning in Release 8.1.5, Performance Management Advisors supports Genesys Management Framework 8.1.2, but does not fully support the password security authentication options available in Management Framework. Users can be locked out of the Advisors browser if you use Genesys Management Framework 8.1.X in your enterprise. To avoid lockouts, do one or both of the following:


For information about the "no password change at first login" and "override password expiration" options, see Genesys Framework 8.1 Configuration Options Reference Manual.

(PLT-4397, PLT-4398)

Found In: 8.1.5 Fixed In:

If you are upgrading the Advisors application from a version earlier than 8.1.3, you must verify the ADAPTER_INSTANCES Platform table content before you run the installers. Ensure the ADAPTER_INSTANCES.MODULE_CODE field for FA adapter instances that were previously registered is set to FA. (PLT-4348)

Found In: 8.1.5 Fixed In:

Advisors rejects user passwords with a trailing space or spaces. When creating a user with a password in the Configuration Server, ensure the password does not have empty spaces at the end (trailing spaces). (PLT-4146)

Found In: 8.1.3 Fixed In:

The Application Configuration page in the Administration module displays a blank page if you do the following:

  1. Log in to Advisors Administration module.
  2. Navigate directly to the Agent Group Configuration page.
  3. Navigate next to the Application Configuration page (without opening any other tab or page other than the Application Configuration page after leaving the Agent Group Configuration page).

Workaround: Open a page other than the Agent Group Configuration page when first logging in to the Administration module, or avoid navigating directly to the Application Configuration page if the first page you opened after logging in was the Agent Group Configuration page and you have opened no other pages after it.

(PLT-4144)

Found In: 8.1.3 Fixed In: 8.1.5

If you enable more metrics for graphing in the Metric Manager than is allowed, you receive an error message, but the Metric Manager displays those metrics (more than the maximum allowed) as enabled for charting (the Time Profile for Charting property displays a value for all the metrics for which you specified a value). The database, however, does not contain any more than the maximum number of allowed graphing-enabled metrics. Refresh the Metric Manager page and the specified value for Time Profile for Charting for the disallowed metrics returns to None. (PLT-4141)

Found In: 8.1.3 Fixed In: 8.1.5

The Metric Manager page changes the configured value for the Time Profile for Charting property to None for a custom metric if you create the metric, save it, and then immediately open it for editing (even though you do not change the Time Profile for Charting property).

Workaround: Refresh the Metric Manager page after creating a custom metric if you want to edit that same metric immediately. The refresh of the Metric Manager page prevents this error.

(PLT-4130)

Found In: 8.1.3 Fixed In: 8.1.5

Resizing columns on the Agent Group Configuration page changes string endings to null instead of an ellipsis (...). (PLT-4127)

Found In: 8.1.3 Fixed In: 8.1.5

Genesys Browser: Login over HTTPS requires a certificate signed by a trusted third-party Certification Authority (CA). To login over HTTPS using a self-signed certificate, use the following workaround.

Workaround:

  1. Open the https://... site from Firefox.
  2. Copy the file Cert_override.txt
    from:
    %AppData%\Mozilla\Firefox\Profiles\{RANDOM}\Cert_override.txt
    to:
    %AppData%\Genesys\Enterprise Advisor\Profiles\{RANDOM}\Cert_override.txt.

(PLR-469)


The Contact Center Advisor dashboard can stop highlighting the agent groups that correspond to an application (queue), as well as the opposite, after CCAdv runs for a number of days.

Workaround: Restart XML Generator.

(ER 310210916, PLT-4126)

Found In: 8.1.2 Fixed In: 8.1.5

The 8.1.2 upgrade script can produce an FK_METRICS_METRIC_LIBRARY_METRICS constraint violation error.

Workaround: Run the following statement against the platform database, and then re-run the upgrade script:
DELETE METRICS_METRIC_LIBRARY where METRIC_ID NOT IN (SELECT METRIC_ID FROM METRICS)

(PLT-3925)

Found In: 8.1.2 Fixed In: 8.1.3

Administration | Object Configuration: The sorting behavior in the Object Configuration pages is now to sort the entire list of objects, rather than the current page of objects. Using the Sort arrows will thus move the user to page 1 of a list if there are multiple pages. This behavior is consistent with other sortable lists in the UI.

Found In: 8.1.2 Fixed In:

Administration | Metrics: The Reset button in the Workforce tab is not working. (PLT-3841)

Found In: 8.1.2 Fixed In: 8.1.3


When a database from a previous version is upgraded to 8.1.2 and the migration utility is used to import the objects to the Configuration Manager, different types of regions can have different permissions. For instance, geographic regions have to be given permissions explicitly in the Configuration Manager but reporting regions and operating units do not. (PLT-3838)

Found In: 8.1.2 Fixed In: 8.1.5

When you upgrade to Release 8.1.2 of the Platform database and run the migration utility, the Active statuses of application groups and regions are different. All regions display the Active state as No and all application groups display the Active state as Yes. This occurs because application group permissions are migrated to the Configuration Server when you run the migration utility, but regions are not migrated (regions were not under permission control prior to 8.1.2). Ensure you activate all required objects. (PLT-3832)


Sorting by the Zero Suppress column does not affect the region display order on the Regions page. (PLT-3827)

Found In: 8.1.2 Fixed In: 8.1.3


For Frontline Advisor installation in environments where CCAdv/WA components are not present, the 8.1 to 8.1.1 Platform migration script must be altered before it is executed. Locate and remove the following block, then execute the altered script. If the block is not removed, errors will be generated. The errors are harmless for Frontline Advisor installation and can be ignored.

DECLARE
v_adapt INTEGER;
cnt integer;

BEGIN
 BEGIN
  cnt:=0;
    SELECT 1 INTO cnt FROM DUAL WHERE EXISTS
    (SELECT 1 FROM CONFIGURED_OBJECT);
    EXCEPTION
     WHEN NO_DATA_FOUND THEN NULL;
 END;
IF cnt=1 THEN

SELECT MAX(ADAPTER_INSTANCE_ID) INTO v_adapt
FROM ADAPTER_INSTANCES;
EXECUTE IMMEDIATE 'TRUNCATE TABLE CONFIGURED_OBJECT';
INSERT INTO CONFIGURED_OBJECT(CONFIGURED_OBJECT_ID,OBJECT_NAME,FILTER_NAME,
OBJECT_ID,FILTER_ID,OBJECT_TYPE,ADAPTER_INSTANCE_ID)
SELECT ROWNUM CONFIGURED_OBJECT_ID, OBJECT_NAME,
FILTER_NAME, OBJECT_ID,FILTER_ID,OBJECT_TYPE,v_adapt ADAPTER_INSTANCE_ID FROM
(
SELECT DISTINCT ct.EnterpriseName OBJECT_NAME,
NVL(o.Filter,'No Filter') FILTER_NAME, o.ObjectID OBJECT_ID,
o.FilterId FILTER_ID,
o.ObjectType OBJECT_TYPE
FROM "&&ADAPTCA_SCHEMA_NAME".GC_STATISTICS_OBJECTS o
JOIN "&&METRICS_SCHEMA_NAME".Call_Type ct
ON ct.CallTypeId=o.ObjectId
WHERE ObjectType='Queue' AND
NOT EXISTS(SELECT 1 FROM "&&ADAPTCA_SCHEMA_NAME".GC_STATISTICS_OBJECTS WHERE ObjectType='Queue'
AND ObjectID=o.ObjectId and FilterID <>0)
UNION
SELECT DISTINCT ct.EnterpriseName OBJECT_NAME,
o.Filter FILTER_NAME, o.ObjectID OBJECT_ID,o.FilterId FILTER_ID,o.ObjectType OBJECT_TYPE
FROM "&&ADAPTCA_SCHEMA_NAME".GC_STATISTICS_OBJECTS o
JOIN "&&METRICS_SCHEMA_NAME".Call_Type ct
ON ct.CallTypeId=o.ObjectId
WHERE o.ObjectType='Queue' AND o.FilterID <>0
UNION

SELECT DISTINCT ct.EnterpriseName OBJECT_NAME,
NVL(o.Filter,'No Filter') FILTER_NAME, o.ObjectID OBJECT_ID,o.FilterId FILTER_ID,o.ObjectType OBJECT_TYPE
FROM "&&ADAPTCA_SCHEMA_NAME".GC_STATISTICS_OBJECTS o
JOIN "&&METRICS_SCHEMA_NAME".Skill_Group ct
ON ct.SkillTargetId=o.ObjectId
WHERE o.ObjectType='AgentGroup' AND NOT EXISTS(SELECT 1 FROM "&&ADAPTCA_SCHEMA_NAME".GC_STATISTICS_OBJECTS
WHERE ObjectType='AgentGroup'
AND ObjectID=o.ObjectId AND FilterID <>0)
UNION
SELECT DISTINCT ct.EnterpriseName OBJECT_NAME,
o.Filter FILTER_NAME, o.ObjectID OBJECT_ID,o.FilterId FILTER_ID,o.ObjectType OBJECT_TYPE
FROM "&&ADAPTCA_SCHEMA_NAME".GC_STATISTICS_OBJECTS o
JOIN "&&METRICS_SCHEMA_NAME".Skill_Group ct
ON ct.SkillTargetId=o.ObjectId
WHERE o.ObjectType='AgentGroup' AND o.FilterID <>0
);
END IF;
END;
/

(PLT-3782)

Found In: 8.1.2 Fixed In:

Administration | Metrics: When updating CCAdv metrics to select, for example, the check box to display values over 100, you can continue these edits for multiple line items within the page of metrics displayed. You are required to save the page before proceeding to the next page and the display returns to the same place on the page. When attempting the same edits for WA metrics, you must save the change for each metric on a page. In addition, after the updates, the display returns to page 1 of the WA metrics rather than the previous place of editing. This is not an issue in Release 8.1.3, and later, on the Metric Manager page, which replaces the Metrics page. (PLT-3715)

Found In: 8.1.2 Fixed In:

Administration | Object Configuration: Sorting objects in edit mode disables the Deselect All functionality.

Workaround: Use the filtering box to reduce or isolate individual items for unpublishing.

(PLT-3656)

Found In: 8.1.2 Fixed In: 8.1.3

Ensure you enter unique Key Action names. If you enter a Key Action name on the Key Actions page in the Administration module, and the Key Action name is a duplicate of an existing Key Action name, the system displays a warning message. After you edit that Key Action name to make it unique, Advisors fails to save or reset correctly. (ER# 309338685, PLT-4098)

Found In: 8.1.1 Fixed In: 8.1.5

Administration | Users: Creation of users in the Advisors Browser generates an incorrect error message on the dashboard. The error message indicates that the user could not be created, although the new user's details appear correctly in the Configuration Manager and in the Platform database. (PLT-1636)

Found In: 8.1.1 Fixed In: 8.1.2

Administration | Object Configuration: Moving from the Selected pane to the All pane returns users to the first page of the All view. (PLT-1635)

Found In: 8.1.1 Fixed In: 8.1.2

Administration | Object Configuration: In the view based on filters, after properly removing objects from the Selected pane, the Deselect All button also removes objects from the All pane.

Workaround: Do not use the Filter-to-Agent Group/Queue page or the Deselect All buttons on the Filter-to-Agent Group/Queue page. Re-requesting the Obect Configuration page will also re-display the objects correctly.

(PLT-1634)

Found In: 8.1.1 Fixed In: 8.1.2

Passwords in the Geronimo data source are not encrypted, because of a Geronimo issue. (PLT-1632)

Found In: 8.1.1 Fixed In: 8.1.2

Administration | Object Configuration: When a Partition Administrator accesses the Object Configuration page when no queues have been published, incorrect error messages indicating no contact with the Adapter are generated.

Workaround: The first queue and the first agent group should be published by a Super Administrator.

(PLT-1619)

Found In: 8.1.1 Fixed In: 8.1.2

Administration | Object Configuration: Removing an object from the Selected pane in edit mode causes all the object names to turn gray and to be highlighted. (PLT-1579)

Found In: 8.1.1 Fixed In: 8.1.2

Administration | Object Configuration: Sorting does not work in edit mode. (PLT-1578)

Found In: 8.1.1 Fixed In: 8.1.2

Administration | Distribution Lists: Associated partitions that appear in the Create/Edit section should be display only. (PLT-1568)

Found In: 8.1.1 Fixed In: 8.1.2

Administration | Contact Centers: An agent-group contact center displays in error on the Other Contact Centers pane for a Partition Administrator who is not associated with it. (PLT-1537)

Found In: 8.1.1 Fixed In: 8.1.2

Administration | Object Configuration: On opening the page, the first listed Adapter displays, in error, as being already selected. (PLT-1522)

Found In: 8.1.1 Fixed In: 8.1.2

Administration | Key Actions: Edits made to duplicate key actions are not saved, and the Reset button does not clear the entry. (PLT-1514)

Found In: 8.1.1 Fixed In: 8.1.5

The Administration UI does not correctly support screen resolutions that are less than 1280 * 1024. Scroll bars are not generated, meaning some screen extremities cannot be viewed. (PLT-1412)

Found In: 8.1.1 Fixed In: 8.1.2

When authentications fail, error messages in the UI lack the details of the exact cause. (PLT-1394)

Found In: 8.1.1 Fixed In: 8.1.2

Administration | Users: There is a case sensitivity mismatch between Advisors and Configuration Manager. Users can be created with the same name if the names are in different cases. (PLT-1328)


Administration | Contact Groups Configuration/Rollups: It is possible to assign a contact group that is assigned to an agent-group contact center to a different reporting region, operating unit, and application group, than the associated network contact center. (PLT-984)

Found In: 8.1.1 Fixed In:

Administration: Occasionally, after a timeout, the Administration screen prompts the user to login again. On re-entering the credentials, a blank screen displays.

Workaround: Click on the Administration module tab, which will cause the page to display correctly.

(PLT-979)

Found In: 8.1.1 Fixed In:

Administration | Alert Causes and Key Actions pages: The grid is missing when the page is opened for the first time, and displays only after a record is added. The New and Delete buttons are inconsistent with other Administration pages. (PLT-796)


Administration | Contact Centers: When skill-group contact centers are in the list, sorting the list by geographic region makes the skill-group call centers disappear. (PLT-433)

Found In: 8.1 Fixed In: 8.1.1

The descriptions of the following metrics in WA have been amended:

(PLT-432)

Found In: 8.1 Fixed In: 8.1.1

Administration | Users & Rollups Workforce Advisor: The search function is not case-insensitive. (PLT-423, PLT-419)

Found In: 8.1 Fixed In: 8.1.1

Administration: Sorting is not case-insensitive in several of the Administration pages. (PLT-420, PLT-393)

Found In: 8.1 Fixed In: 8.1.1

Administration: Names are not case-insensitive when adding new Alert Causes and Key Actions. (PLT-365)

Found In: 8.1 Fixed In: 8.1.2

If the Platform Server is running when Web applications (for example, Resource Management or Genesys Adapter-Administration Web) are installed, these applications will remain stopped.

Workaround: Ensure that Platform Server is stopped prior to installing the Web applications, or use Geronimo commands to start the modules after installation.

(PLT-165)

Found In: 8.0 Fixed In:

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Discontinued Support

This section documents features that are no longer supported in this software. This cumulative list is in release-number order with the most recently discontinued features at the top of the list.


There are no discontinued features for this release.


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Internationalization

Information in this section is included for international customers.


There are no internationalization issues for this product.


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Additional Information

Additional information on Genesys Telecommunications Laboratories, Inc. is available on our Customer Care website. The following documentation also contains information about this software.

Product documentation is provided on the Customer Care website, the Genesys Documentation website, and the Documentation Library DVD (produced monthly).

Note: For the DVD, the New Documents on this DVD page indicates the production date for that disc. Due to disc production schedules, documentation on the Genesys Documentation website may be more up-to-date than what is available on disc immediately after a product is released or updated. To determine the version of a document, check the version number that is located on the second page in PDFs or on the About This File topic in Help files.

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