Release Note

Performance Management Advisors
Platform

8.5.x

Genesys Telecommunications Laboratories, Inc. © 2014–2018

Contents

Introduction

Release Number AIX Solaris Linux Windows
8.5.202.10 [05/21/18] – Hot Fix     Platform independent within supported platforms
8.5.202.09 [02/07/18] – General (Under Shipping Control)     Platform independent within supported platforms
8.5.102.00 [08/10/16] – Hot Fix     Platform independent within supported platforms
8.5.101.21 [06/22/16] – General     Platform independent within supported platforms
8.5.101.17 [04/20/16] – General     Platform independent within supported platforms
8.5.101.09 [10/23/15] – General (Under Shipping Control)     Platform independent within supported platforms
8.5.100.14 [03/27/15] – General (Under Shipping Control)     Platform independent within supported platforms
8.5.001.04 [05/07/15] – Hot Fix     Platform independent within supported platforms
8.5.001.02 [08/25/14] – General (Under Shipping Control)     Platform independent within supported platforms
8.5.000.15 [07/14/14] – Hot Fix     Platform independent within supported platforms
8.5.000.11 [05/21/14] – General (Under Shipping Control)     Platform independent within supported platforms

Link to 8.1 Product Release Note (Cumulative)
Link to All Genesys Release Notes
Known Issues and Recommendations
Discontinued Support
Internationalization
Additional Information


Introduction

This release note applies to all 8.5 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 about 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 8.5.202.10 [05/21/18] – 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.

NOTE: There is one Installation Package (IP) for Advisors. The OS Group on your software DVD might indicate "Windows", but the installation file can be used on either a Windows platform or a Linux platform.

New in This Release

This is a hot fix for this product. This section describes new features that were introduced in this release of Performance Management Advisors Platform:

Corrections and Modifications

This release includes the following correction and modification:


Do not use the database scripts that were supplied with the Platform distribution for Hot Fix release 8.5.202.10. Instead, use the database scripts supplied with release 8.5.202.09. If you have already migrated the Platform schema to release 8.5.202.09, no migration scripts need to be applied to the Platform schema during migration to release 8.5.202.10. For migration, follow the relevant Data Migration Path section in the Pulse Advisors Migration Guide.


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Release Number 8.5.202.09 [02/07/18] – 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.

NOTE: There is one Installation Package for Advisors. The OS Group on your software DVD might indicate "Windows", but the installation file can be used on either a Windows platform or a Linux platform.

Supported Languages

The following table lists the languages supported by this release.

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

New in This Release

This release is under shipping control. This section describes new features that were introduced in this release of Performance Management Advisors Platform.

Corrections and Modifications

This release includes the following corrections and modifications:


In the administration module, the Switches page now correctly displays the list of switches without duplicating records. Previously, in cases where there were two AGA metrics databases in a deployment, the Switches page duplicated the switch records. (PLT-7246)


If you use Microsoft Internet Explorer 11, error message boxes now work correctly in the Advisors administration module. Previously, you might see empty error message boxes in the Internet Explorer browser (version 11). This was never an issue in Google Chrome or Mozilla Firefox browsers. (PLT-7230)


If communication between the Hazelcast distributed cache on two nodes hangs, the operation now times out instead of blocking forever. Use the following property in the /conf/Caching.properties file to control the length of the timeout period:
distributed.caching.operationTimeoutMS

(PLT-6959)


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Release Number 8.5.102.00 [08/10/16] – 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.

NOTE: There is one Installation Package (IP) for Advisors. The OS Group on your software DVD might indicate "Windows", but the installation file can be used on either a Windows platform or a Linux platform.

New in This Release

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

NOTE: Advisors Platform release 8.5.102.00 contains the features, corrections, and modifications up to and including release 8.5.101.17, as well as any new features or corrections introduced in this release. Advisors Platform release 8.5.102.00 does not include new features, corrections, or modifications introduced in release 8.5.101.21.

Corrections and Modifications

This release includes the following correction and modification:


The Base Object Configuration page in the Advisors Administration module now displays queues correctly if the Advisors Platform server handles DN Create/Update events from Genesys Configuration Server before the administrator opens the Base Object Configuration page. Previously, in this scenario, the page could fail to load the queues. (PLT-6964)


On the Base Object Configuration page in the Advisors Administration module, extension DNs now display correctly after an update. Previously, when an update was made to an extension DN in Genesys Configuration Server, the Base Object Configuration page might display the extension DN as a virtual queue. (PLT-6963)


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Release Number 8.5.101.21 [06/22/16] – General

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.

NOTE: There is one Installation Package for Advisors. The OS Group on your software DVD might indicate "Windows", but the installation file can be used on either a Windows platform or a Linux platform.

Supported Languages

The following table lists the languages supported by this release.

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

New in This Release

This section describes new features that were introduced in this release of Performance Management Advisors Platform.

Corrections and Modifications

This release also includes the following corrections and modifications:


**Important Installation/Migration Information**

For all installations where German or French language support is selected, you must apply an additional script to the Oracle Platform schema/MS SQL Platform database after the deployment or migration scripts are applied.

Click here for the Oracle Platform schema script

Click here for the MS SQL database script.


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Release Number 8.5.101.17 [04/20/16] – General

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.

NOTE: There is one Installation Package for Advisors. The OS Group on your software DVD might indicate "Windows", but the installation file can be used on either a Windows platform or a Linux platform.

Supported Languages

The following table lists the languages supported by this release.

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

New in This Release

This section describes new features that were introduced in this release of Performance Management Advisors Platform.

Corrections and Modifications

This release includes the following corrections and modifications:


Advisors now allows the '%', '$', and '#' characters to be used in user passwords. Previously, Advisor users could not login using passwords that contained the '%' character. (PLT-6848)


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Release Number 8.5.101.09 [10/23/15] – 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.

NOTE: There is one Installation Package for Advisors. The OS Group on your software DVD might indicate "Windows", but the installation file can be used on either a Windows platform or a Linux platform.

Supported Languages

The following table lists the languages supported by this release.

CHS CHT CSY DEU ENU ESN FRA FRC ITA JPN KOR PTB RUS TRK
      X 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:


**Important Migration Information**

When migrating to Advisors release 8.5.101.09, you need to upgrade the Platform MSSQL Server database/Oracle schema.

The Platform MSSQL Server database/Oracle schema must be upgraded after the AGA METRICS MSSQL Server database/Oracle schema is upgraded.
For Oracle installations, the SELECT privileges on all AGA METRICS views must be re-issued after the AGA METRICS schema upgrade, but before the Platform schema upgrade.

The migration procedure is the same for Oracle and MSSQL Server installations:

  1. Execute the migration script advisors-platform-migrateSchema_8.5.100.14_8.5.1nnn.sql against the 8.5.100.14 Advisors Platform MSSQL database/Oracle schema or the schema that has any 8.5.100.14 database patch. None of the 8.5.100.14 patches need to be applied if they were not applied earlier.
  2. If you have the bulk configuration tool installed, execute the blkObjectsCre.sql script(s) taken from the bulkconfig folder that corresponds to the configuration mode (Integrated or Independent) and the RDBMS used in the Advisors Platform installation. The scipt upgrades the tool and preserves the bulk configuration data, if any.


VAG to VQ association no longer causes an unwanted re-population of previously-mapped Agent Group Contact Centers. (PLT-6690)


The Error saving time profile configuration error no longer occurs. Previously, it could occur in some cases if you edited a default metric. (PLT-6662)


The "Home" button in the Advisors interface works correctly, even if you use the Google Chrome browser. Previously, the drop-down list of installed Advisors modules did not display correctly in certain versions of the Chrome browser.(PLT-6631)


You can now disable the LongQueue Agent Group metric. (PLT-6620)


Overrides on service level thresholds now work correctly in all cases. Previously, the override that you configured on the Application page in the Administration module was sometimes not applied after the overnight refresh; instead, the default service level threshold was applied. This happened only when the application for which you changed the service level threshold was mapped to an agent group that was also assigned to an agent group contact center. (PLT-6608)


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Release Number 8.5.100.14 [03/27/15] – 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.

NOTE: There is one Installation Package (IP) for Advisors. The OS Group on your software DVD might indicate "Windows", but the installation file can be used on either a Windows platform or a Linux platform.

Supported Languages

The following table lists the languages supported by this release.

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

New in This Release

This release is under shipping control. This section describes new features that were introduced in this release of Performance Management Advisors Platform.

Corrections and Modifications

This release also includes the following corrections and modifications:


Advisors Genesys Adapters (AGA) can request statistics for CCAdv configured objects only after you start XML Generator. Previously, starting the Advisors Platform server was sufficient.


Source Metric Manager now includes Work Item as a valid media type associated with interaction queue iWD metrics. (PLT-6510)


Separate statistic templates are requested for source metric time profile/time range combinations. Previously, statistic template collisions could occur if the same source metric was used in more than one report metric calculation where different time ranges were specified. (PLT-6497)


The installers now preserve the order of properties in the GenesysConfig.properties file, as well as the comments in the file. Previously, the installers removed the original comments from the GenesysConfig.properties file and preserved no particular order to the properties in the file. (PLT-6477)


Each source metric that participates in more than one report metric calculation acquires only one insensitivity, notification mode and frequency, and metric group property, which results in only one statistic request per time profile and time range. Previously, statistic templates collisions could occur if the same source metric was used in more than one CCAdv report metric calculation with different insensitivity, notification mode and frequency, or metric group properties. (PLT-6453)


You can change the default Service Levels successfully on both the Application Configuration Rollups tab and on the Application Details tab. Previously, updated Service Levels might not work as expected if changed on the Application Details tab. (PLT-6413)


Custom point-in-time metrics with a time profile of Short correctly display on the Application Thresholds pane of the Application Groups/Thresholds page in the administration module when thresholds are enabled. Previously, they failed to display on the Application Thresholds pane. (PLT-6159)


The procedure for enabling or disabling agent reporting has changed. You now simply change the Platform configuration parameter ccadv.agent.reporting.on. An AGA configuration change is no longer required. The related AGA configuration must remain intact because it is supplied during the application deployment. (PLT-6152)


If an alert is related to a network contact center and an agent group contact center, then email concerning it is now sent to all distribution lists that refer to each of the contact centers. Previously, the email was sent to the distribution list for the network contact center, or to the distribution list for the agent group contact center, but not to both. (PLT-6073)


You can now create custom report metrics using the Interaction Queue object type source metrics for CCAdv/WA. Previously, if you tried to create this type of report metric, an error message displayed when you tried to save the metric, and no metric was created. (PLT-5763)


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Release Number 8.5.001.04 [05/07/15] – 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.

NOTE: There is one Installation Package (IP) for Advisors. The OS Group on your software DVD might indicate "Windows", but the installation file can be used on either a Windows platform or a Linux platform.

New in This Release

This is a hot fix for this product. This section describes new features that were introduced in this release of Performance Management Advisors Platform.

Corrections and Modifications

There are no corrections or modifications for this release.

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Release Number 8.5.001.02 [08/25/14] – 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.

NOTE: There is one Installation Package (IP) for Advisors. The OS Group on your software DVD might indicate "Windows", but the installation file can be used on either a Windows platform or a Linux platform.

Supported Languages

The following table lists the languages supported by this release.

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

New in This Release

This release is under shipping control. This section describes new features that were introduced in this release of Performance Management Advisors Platform.

Corrections and Modifications

This release also includes the following corrections and modifications:


Database migration scripts are no longer provided external to the installation package. Previously, due to the complex data merge in release 8.5.0, Genesys provided the migration scripts external to the installation package because they might require adjustments based on the metric configuration specifics in existing installations.


You can now successfully edit custom raw application metrics (even if you try to edit the metric immediately after saving it) without receiving an error message. Previously, custom raw application metrics that saved successfully could sometimes become impossible to edit later. (PLT-6058)


The values of the exception Frequency field are preserved after being updated. Previously, when you re-opened a threshold Exception dialog box after successfully saving the configured Exception, the Frequency field in the dialog box always displayed None, regardless of what you specified and saved during the configuration of the Exception. (PLT-6057)


Advisors no longer adds a port number to the landing page URL. Previously, during a successful log in to the Advisors interface, Advisors could add a standard port number to the URL, which resulted in a failure to load an Advisors module. (PLT-5972, PLT-5973)


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Release Number 8.5.000.15 [07/14/14] – 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.

NOTE: There is one Installation Package (IP) for Advisors. The OS Group on your software DVD might indicate "Windows", but the installation file can be used on either a Windows platform or a Linux platform.

New in This Release

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

Corrections and Modifications

This release includes the following corrections and modifications:


When report metrics are updated, Configuration Server Business Attribute objects for Advisors metrics permissions now remain unchanged, with the exception of the objects' display names. The location of the objects does not change. Previously, the update caused the objects to be re-created in their default locations, even in cases when the original objects were moved into a custom folder hierarchy in the Configuration Server prior to the update. (PLT-6029)


Changing an operand in the expression for a report metric from an unfiltered source metric to a filtered source metric now updates successfully. The change takes effect immediately. Previously, in an environment where FA and CCAdv/WA were deployed on the same platform database, such a change would not propagate until the overnight refresh. Alternatively, you had to restart XML Generator to force the change to take effect before the overnight refresh. (PLT-5926)


If you select the Agent Group object type when creating a custom raw report metric on the Report Metrics page in the Administration module, only source metrics that correspond to that object type are available to you for selection. Previously, if you selected the Agent Group object type, agent source metrics were also available for selection. If you tried to create an agent group raw report metric using an agent source metric, the Metric Manager displayed an error message. (PLT-5820)


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Release Number 8.5.000.11 [05/21/14] – 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.

NOTE: There is one Installation Package (IP) for Advisors. The OS Group on your software DVD might indicate "Windows", but the installation file can be used on either a Windows platform or a Linux platform.

Supported Languages

The following table lists the languages supported by this release.

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

New in This Release

This release is under shipping control. This section describes new features that were introduced in the initial 8.5 release of Performance Management Advisors Platform.

Corrections and Modifications

This release includes the following corrections and modifications that were made between Release 8.1 or earlier releases and the initial 8.5 release:


In the event that the Oracle RAC system was down to only one viable node, and then other nodes are restored to service, XMLGen no longer requires a long period to recover all of its connections. Previously, XMLGen could take up to ten minutes before it could once again upload data for metrics graphing. (PLT-5667)


Data Manager stores information about previously-used object-adapter mapping and re-routes the statistics of a given base object to the same adapter that was last used whenever there is a restart of the Platform server. Previously, if you restarted the Platform server when there were multiple CCAdv/WA AGA instances deployed, statistics served by one adapter could be re-routed to another adapter. If the adapters were configured with different metrics databases, the base objects were then from a different datasource to CCAdv/WA. This affected the previously-configured reporting hierarchy: you had to reconfigure it. (PLT-5659)


Data Manager stores information about previously-distributed statistics and continues to use the same distribution even if new agents are added to the hierarchy before the overnight refresh. Previously, there could be a redistribution of previously-requested statistics when there were multiple AGA instances deployed and new agents were added to the FA hierarchy during the overnight refresh. This could cause a temporary increase in the load on the Stat Servers. (PLT-5270)


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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.


If you deploy Performance Management Advisors components on servers that use the Red Hat Enterprise Linux 6 operating system, Genesys recommends that you upgrade the Linux kernel to release 2.6.32, at a minimum. Earlier kernel releases can cause Advisors components to stop working.


A database script file is missing from the Advisors Platform software distribution for Hot Fix release 8.5.202.10, which makes the database scripts unusable.

Workaround: Use the database scripts that were supplied with Advisors Platform release 8.5.202.09; there are no database changes associated with Hot Fix release 8.5.202.10.

Found In: 8.5.202.10 Fixed In: 

When using SAML authentication, the language preference specified in the Genesys Administration Extension (GAX) configuration interface should be applied to Advisors dashboards for users without a language preference already persisted as one of their Advisors cookies. However, the Advisors installation default language is applied to users' dashboards instead, regardless of configured preferences.

Workaround: Users can set their language preference by either logging out or clearing their cookies, and then adding the URL parameter language={en|fr|de} when loading the Advisors dashboard. For example, https://advisors.mycompany.com/adv?language=de.

(PLT-7573)

Found In: 8.5.202.09 Fixed In: 

When working with a Contact Center in the administration module, clicking the Map button opens a blank dialog. To assign a latitude and longitude to a contact center, enter values into the fields on the Contact Centers page. The values you enter for latitude and longitude do not affect release 8.5.2 dashboard functionality because CCAdv and WA do not display a map of alerts; that is, unlike earlier releases, there is no dashboard Map pane on which contact centers can display. (PLT-7023)

Found In: 8.5.202.09 Fixed In: 

Users created in Genesys Administrator or Genesys Configuration Manager with user names containing a backslash (\) or question mark (?) character cannot be logged into Advisors. These characters are still valid for use in user passwords.

Workaround: Change user names that contain a backslash (\) or question mark (?) to user names which do not contain these characters.

(PLT-6894)

Found In: 8.5.101.17 Fixed In: 

If you use a script file to start an Advisors application, you might see the Advisors application status switch between "Initializing" and "Started" continuously when you attempt to restart the host.

Workaround:

(PLT-6878)

Found In: 8.5.101.09 Fixed In: 

If an attempt to save revisions on the Base Object Configuration page in the Administration module does not seem to complete with a message of "Updated successfully", check for errors in the Geronimo logs. This could be caused by incorrect configuration of the XMLGen application properties in the Administration.properties file in the Administration Platform conf folder. (PLT-6724)

Found In: 8.5.100.14 Fixed In: 

If you deploy any of the following modules with Advisors Platform on a Linux or Windows server, an associated Application that you create in the Genesys Configuration Server will not monitor or stop the Advisors Platform (although it does correctly start Advisors Platform). The list of modules for release 8.5.1:

The preceding list of modules changes in release 8.5.2 because of the re-design of the Advisors software, and improvements to it. In Advisors release 8.5.2, the list of modules is the following:

If you must use this deployment scenario in either release 8.5.1 or 8.5.2, Genesys recommends that you create the required Application(s) in Configuration Server as Third Party Applications. Use the Third Party Application template in Genesys Administrator or Genesys Administrator Extension.

Configure the Application so that Solution Control Server (SCS) will start and stop the Advisors Platform server instance using the provided startup and shutdown scripts. (PLT-6698)

Found In: 8.5.100.14 Fixed In: 

Clicking the "Home" button on the Advisors interface might fail to open the list of installed Advisors modules if you use Google Chrome in your enterprise.

Workaround: Use the following procedure to correct this issue:

  1. Exit the Advisors interface.

  2. Locate the following file on each client machine where this is a problem:
    \geronimo-tomcat6-minimal-2.2.1\repository\com\informiam\platform\admin-web\8.5.100.14 \admin-web-8.5.100.14.war\js\AC_OETags.js

  3. Locate the following function within the file and edit it as follows:
    function AC_FL_RunContent() { var ret = AC_GetArgs ( arguments, ".swf", "movie", "clsid:d27cdb6e-ae6d-11cf-96b8-444553540000" , "application/x-shockwave-flash" ); ret.embedAttrs["wmode"] = ret.params["wmode"] = "opaque"; AC_Generateobj(ret.objAttrs, ret.params, ret.embedAttrs); }

  4. Clean the cache.

  5. Log in to Advisors again.

(PLT-6631)

Found In: 8.5.100.14 Fixed In: 8.5.101.09

If you did a service level threshold override on the Application page in the Administration module, that override is sometimes not applied and instead the default service level threshold is applied after the overnight refresh. This issue can happen only when the application for which the service level threshold is changed is mapped to an agent group that is also assigned to an agent group call center. If you are overriding the default service level threshold on a given application, you might also need to perform an additional update operation on the database as a workaround.

Workaround: If you see the issue described above, use the following procedure to ensure that the service level overrides are retained on overnight refreshes:

  1. Connect to the Platform database.

  2. Perform the following update operations for the applications on which a service level override was performed:

    1. Run the following "select" statement to identify the IDs of the application record:
      select original_id, filter_id, name, threshold_value, sl_include from call_application where name = '<[TenantName] QueueName@SwitchName/FilterName>'
      The format of the application name is as shown on the Application configuration page.
      If there is no filter associated with the application, then do not include the /FilterName, as in:
      select original_id, filter_id, name, threshold_value, sl_include from call_application where name = '<[TenantName] QueueName@SwitchName>'

    2. If the above query returns more than one record, check if the sl_threshold value is still the old service level threshold value for the record for which sl_include is 'N'. On this record, you must update threshold_value to the new threshold value, which you can do by running the following update statement:
      update call_aplication set threshold_value = where original_id = and filter_id = and sl_include = 'N'

    3. Commit the update transaction.

(PLT-6608)

Found In: 8.5.100.14 Fixed In: 8.5.101.09

If an Advisors server that requires LCA cannot connect to LCA at startup, it will continually attempt to connect and it never exits.

Workaround: Stop the operating system's processes that are running the server, using the mechanism appropriate for the OS.

(PLT-6603)

Found In: 8.5.100.14 Fixed In: 

Genesys recommends that you maintain, and not change, the name of a filtered source metric if it is used in the calculation of a custom report metric. If you create a report metric that uses a particular filtered source metric in its expression, and then you change the name of that filtered source metric, the source metric and the custom report metric become disconnected because the source metric name is used in the calculation. (PLT-5904)

Found In: 8.5.100.14 Fixed In: 

**IMPORTANT**
For migration to release 8.5.1, you must grant the Platform user a privilege that allows that user to create materialized views if you did not use the supplied deployment scripts to create the user. You must grant the privilege to the 8.5.001 user before you apply the migration script.


Stopping an application in the Solution Control Server UI or Genesys Administrator, where the application corresponds to an Advisors Geronimo server, can leave a process running on Windows. The process is executing cmd.exe. The process does not interfere with future processes that run the same server. You can kill the processes with the Task Manager or equivalent commands. (PLT-6576)

Found In: 8.5.100.12 Fixed In: 

If your browser is Microsoft Internet Explorer 10, after you initially enable any Contact Center Record for CCAdv in the administration module, the Edit window of the screen becomes grayed out and you cannot make subsequent edits.

Workaround: You must refresh the page and reload the Contact Center Record. After the screen refreshes, the issue does not recur. (PLT-6552)

Found In: 8.5.100.11 Fixed In: 

Administrators using Microsoft Internet Explorer 10 cannot use the map interface to facilitate setting of contact center latitude and longitude.

Workaround: If you have the latitude and longitude values, enter them manually. Alternatively, use any other Advisors supported versions of Internet Explorer, or other supported browsers to use the map interface.

(PLT-6547)

Found In: 8.5.100.11 Fixed In: 

An Advisors server that is controlled by Solution Control Server can set its application's status to Service Unavailable in the Solution Control Interface (SCI). If that Advisors server does not have a backup application configured for warm standby, then the status of Service Unavailable will remain in the SCI even if the Advisors server recovers to function normally on subsequent processing cycles.

To reset the status:

  1. On the system running the Advisors server, kill the server's OS process.
  2. From the SCI, restart the Advisors server.

(CAWU-11945)

Found In: 8.5.100.10 Fixed In: 

If you experience timeout issues, or a page does not render in the Advisors administration module although the page is accessible directly through the Geronimo Web server, it might be that the page is taking too long to load from the Web server and Apache is timing out on the request. In this case, increase the Apache Proxy Pass timeout value. For example, for the administration pages, add a timeout parameter at the end of the ProxyPass directive (the time is specified in seconds):

ProxyPass /admin/ ajp://192.168.98.63:8009/admin/ timeout=80

(PLT-6398)

Found In: 8.5.100.05 Fixed In: 

If WA Server and FA with the rollup engine are installed on the same cluster node, then the module that starts up first will establish the running status of the corresponding application in the UI of the Solution Control Server. Any failure to start the module that starts up second will not be reflected in the UI. (PLT-6394)

Found In: 8.5.100.02 Fixed In: 

For migrations of 8.5.0 installations with Oracle:


Advisors release 8.5.001 includes additional libraries in the <installation directory>\platform-sharedlibs\WEB-INF\lib folder:

These libraries can cause the following exception to appear in the Geronimo.log file:
ERROR [AdapterPoolImpl] Exception waiting on Adapter action to complete java.util.concurrent.ExecutionException: java.lang.NoSuchMethodError: org.json.JSONObject.append(Ljava/lang/String;Ljava/lang/Object;)Lorg/json/JSONObject; at java.util.concurrent. FutureTask.report(FutureTask.java:122) at java.util.concurrent.FutureTask.get(FutureTask.java:188)

If this happens, Advisors Genesys Adapter stops sending stats data to Advisors.

Workaround: Remove the preceding jar files from platform-sharedlibs\WEB-INF\lib. The minimum requirement is to remove the json-jena-1.0.jar file.

(PLT-6297)

Found In: 8.5.001.02 Fixed In: 8.5.100.14

The Save button on the Report Metrics page is disabled after you edit the Time Profile option.

Workaround: To save your change, click elsewhere on the page and the Save button will be enabled.

(PLT-6171)

Found In: 8.5.001.02 Fixed In: 

Custom point-in-time metrics with a time profile of Short do not appear on the Application Thresholds pane of the Application Groups/Thresholds page in the administration module when thresholds are enabled. (PLT-6159)

Found In: 8.5.001.01 Fixed In: 8.5.100.05

On the Report Metrics page in the administration module, the time profile enabled for graphing for point-in-time metrics always displays Now. Consequently, this information might be incorrect for custom metrics that are point-in-time and for which the actual time profile is unknown. (PLT-6158)

Found In: 8.5.001.01 Fixed In: 

Database migrations: Due to the complex data merge in release 8.5.0, the migration scripts are provided external to the installation package because they might require adjustments based on the metric configuration specifics in existing installations. This applies to all environments that use custom metrics, Frontline Advisor rules, or extended Frontline Advisor threshold sets.

Found In: 8.5.000.11, 8.5.000.15 Fixed In: 8.5.001.02

When you re-open a threshold Exception dialog box after successfully saving the configured Exception, the Frequency field in the dialog box always displays None, regardless of what you specified and saved during the configuration of the Exception. (PLT-6057)

Found In: 8.5.000.13 Fixed In: 8.5.001.01

During a successful log in to the Advisors interface, Advisors might add a standard port number to the URL, which results in a failure to load an Advisors module. This can occur if you use a secure (HTTPS) URL, and a load balancer.

Workaround: Do one of the following to complete loading the Advisors module(s):

(PLT-5972, PLT-5973)

Found In: 8.5.000.11 Fixed In: 8.5.001.01

When you create a custom raw report metric on the Report Metrics page in the Administration module, only source metrics that correspond to the object type you select should be available to you for selection. However, if you select the Agent Group object type, agent source metrics are also available for selection. If you try to create an agent group raw report metric using an agent source metric, the Metric Manager displays an error message similar to the following:
There is no Storage allocated for this Custom Metric

If you see that error message, it means that you have selected an incorrect source metric. (PLT-5820)

Found In: 8.5.000.08 Fixed In: 8.5.000.12

New custom report metrics cannot be created using the Interaction Queue object type source metrics for CCAdv/WA. If you try to create this type of report metric, an error message stating that No storage is allocated for this metric is displayed when you try to save the metric, and no metric is created. However, existing out-of-box interaction queue–based report metrics are supported and can be used as operands in the expressions of custom calculated metrics. (PLT-5763)

Found In: 8.5.000.08 Fixed In: 8.5.100.06

When running the Advisors interface in the Firefox browser, the browser might become unresponsive if you click a link in the left navigation pane of the Administration module, and – before that page loads – you click another link in the navigation pane.

Workaround: Navigate to an Advisors dashboard using the Home icon, and then return to the Administration module. You can also log out and log in again to clear the issue.

(PLT-5728)

Found In: 8.5.000.07 Fixed In: 

When you restart the Supervisor Desktop Service (SDS), you must also restart the Advisors Platform associated with Resource Management Console (RMC). RMC fails to open if you do not restart Advisors Platform after a restart of SDS. (PLT-5684)

Found In: 8.5.000.06 Fixed In: 

On a new deployment of 8.5.0, there are several filtered source metrics (such as CallsHandledF1, CallsHandledF2, and so on) available as operands when creating a custom raw report metric. These filtered source metrics are placeholders only. Genesys recommends that you find these filtered source metrics in the Source Metrics page, and configure an appropriate filter for your needs before using them as operands in custom metrics.

Also, there are several filtered report metrics (such as Retrieved Calls(FILTER1), Retrieved Calls(FILTER2), and so on), available for use on the Report Metrics page. These report metrics use the filtered source metrics described above. Do not enable these metrics unless you configure an appropriate filter on the corresponding filtered source metric. (PLT-5665)

Found In: 8.5.000.06 Fixed In: 

You cannot edit the Display over 100 setting for an out-of-box agent group metric; that setting is unavailable in the Report Metrics editing window. The Display over 100 setting has a value of True for out-of-box agent group metrics. Also, when you create an agent group custom metric, the Display over 100 setting will be True. (PLT-5610)

Found In: 8.5.000.06 Fixed In: 

The CCAdv agent-level raw report metrics AgentState, DateTimeLogin, and AgentVoiceReady are unavailable on the Metric Manager, therefore it is not possible to disable these metrics from the Metric Manger or to configure the corresponding raw report metric properties. (PLT-5542)

Found In: 8.5.000.05 Fixed In: 

When using the provided Oracle sql scripts to create the platform database, ensure that your client NLS_LANG property specifies a character set that matches the encoding of the scripts being used. If using the provided scripts directly with sqlplus, this character set would be Windows-1252. In this case, your NLS_LANG property would be set to a value that includes your language and locale and the Windows-1252 character set. For example, NLS_LANG=ENGLISH_CANADA.WE8MSWIN1252. Genesys also recommends that the character set used by your Oracle database supports the same characters as the Windows-1252 character set. See the Oracle website for more information. (GFA-4130)

Found In: (Frontline Advisor) 8.5.000.05 Fixed In: 

Changing a switch name in the Genesys Configuration is not fully handled immediately in Advisors, if the objects have already been imported and configured within Advisors. Restart the CCAdv Platform server and the CCAdv Adapters to have the change take effect. Also, you will need to fully reconfigure the CCAdv base objects and CCAdv reporting hierarchy. (PLT-5814)

Found In: 8.1.401 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. For more information on discontinued support for operating environments and databases, see "Discontinued Support" in the Genesys Supported Operating Environment Reference Guide.


Support is discontinued for Java 7.

Discontinued As Of: 8.5.202.09

Support is discontinued for Cisco data sources; Advisors applications support only Genesys data sources starting with release 8.5.2.

Discontinued As Of: 8.5.202.09

Support is discontinued for Microsoft SQL Server 2005.

Discontinued As Of: 8.5.100.14

Support is discontinued for Microsoft Windows Server 2000.

Discontinued As Of: 8.5.000.11

Support is discontinued for Microsoft Windows Server 2003.

Discontinued As Of: 8.5.000.11

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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. Please consult the Deployment Guide first.

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

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.

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