Release Note

Outbound Contact Center Extension

7.6.x

Genesys Telecommunications Laboratories, Inc. © 2008–2009

Contents

Introduction

Release Number AIX HP-UX Linux Solaris Tru64 UNIX Windows
7.6.100.04 [12/11/2009] – Hot Fix           X
7.6.100.01 [07/17/2008] – General X X X X X X

Link to 7.5 Product Release Note (Cumulative)
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is no longer an affiliate of Alcatel-Lucent; any indication of such affiliation within Genesys products or packaging is no longer applicable.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 7.6 releases of Outbound Contact Center (OCC) Extension.

Use of Third-Party Software

Genesys follows applicable third-party redistribution policies to the extent that Genesys solutions utilize functionality of commercial or non-commercial third parties. For specific information on any third-party software used in this product, see the Read Me.


Release Number 7.6.100.04 [12/11/2009] – 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 section, above.

New in This Release

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


Corrections and Modifications

This release also includes the following corrections and modifications:


If multiple data streams have been opened for the same Stat Server Java Extension (as might occur in a high-availability environment where primary and backup Outbound Contact servers operate simultaneously), subscription messages for Extension-delivered statistics are no longer sent only to the last opened data stream, but rather they are sent to all opened data streams. Previously, a primary server might not have transmitted statistical data to Stat Server if the primary server did not receive subscription messages. (ER# 240483930)


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Release Number 7.6.100.01 [07/17/2008] – General

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 section, above.

New in This Release

There are no restrictions for this release. This section describes new features that were introduced in this initial 7.6 release of the OCC Stat Server Java Extension. The release includes two new java subcategories to quantify a prediction of accuracy for the readiness time of a resource in a campaign:


CurrentTrustFactor represents the percentage of "correct" notifications—where the agent entered a Ready state within an allowable tolerance and within the announced time—to the total number of notifications that occurred during the agent's login period and for a particular campaign. The lower this percentage, the less likely the agent can be "trusted" by OCS to be ready within the announced time. Statistics using this function should be defined with the following stat type profile:

Category=JavaCategory
JavaSubCategory=OCCStatExtension.jar:CurrentTrustFactor
Objects=Agent,Place

The possible values range from 0 to 100 percent. OCS calculates CurrentTrustFactor statistics for each agent (place) from the login until logout and resets these statistics upon the start of a new login. (ER# 177176777)


CurrentFeedbackAccuracy represents the overall trust factor accuracy for a campaign group. This average is measured as the total number of correct notifications for members of the campaign group divided by the total number of notifications times 100. Statistics using this function should be defined with the following stat type profile:

Category=JavaCategory
JavaSubCategory=OCCStatExtension.jar:CurrentFeedbackAccuracy
Objects=CampaignGroup

The possible values range from 0 to 100 percent. OCS calculates CurrentFeedbackAccuracy statistics during the lifetime of a campaign for those agents who deliver feedback information. (ER# 177176777)

Refer to the Outbound Contact 7.6 Deployment Guide and the Outbound Contact 7.6 Reference Manual for more information about these features and the Framework 7.6 Stat Server Deployment Guide for information about how to configure Stat Server Java Extensions.


Corrections and Modifications

This release includes no other corrections or modifications.

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Known Issues and Recommendations

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


Not all extension-based statistics are reset to 0 after a campaign is stopped, unloaded, and agents are logged out. This does not affect statistic calculations when campaigns are running. (ER# 152484611)

Found In:  7.5.000.01 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.


Windows NT is no longer supported.

Discontinued As Of:  November 2005

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Internationalization

Information in this section is included for international customers.


There are no known limitations or restrictions affecting internationalization.


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Additional Information

Additional information on Genesys Telecommunications Laboratories, Inc. is available on our Technical Support website. The following documentation also contains information about this software. Please consult the Deployment Guide first.

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