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no longer an affiliate of Alcatel-Lucent; any indication of such affiliation within Genesys products or packaging is no longer applicable.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

• 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 Operating Environment Reference Guide.
• 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.

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 third-party software used in this product, see the Read Me. Please contact your technical support representative if you have any questions.

Supported Operating Systems

New in This Release

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

Corrections and Modifications

This release includes the following corrections and modifications.

Stat Server now correctly recognizes a DN status of 1 in EventRegistered TEvents that Stat Server receives and appropriately starts the OffHook action if T-Server supports OffHook/OnHook events. Previously, Stat Server's inability to process this value lead to incorrect routing of calls to agents that were reported as being in the WaitForNextCall status (while the OffHook action was ignored). (ER# 286665982)

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Supported Operating Systems

New in This Release

This is a hot fix for this product. This release includes internal enhancements and modifications that optimize the statistical traffic for Frontline Advisor.

Corrections and Modifications

This release includes no other corrections or modifications.

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Supported Operating Systems

New in This Release

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

Corrections and Modifications

This release includes the following corrections and modifications.

At your option, Stat Server generates the CallAnswered action on virtual queues for some single site-specific transfer scenarios. This behavior is controlled by the setting of the [statserver]/vq-clean-call-details-upon-party-changed logical configuration option, which is introduced in this release. The default value of true means that Stat Server will not generate CallAnswered in scenarios stated above. With a setting of false, Stat Server will not clear call details; and, as a result, Stat Server will generate CallAnswered on virtual queues leading to correct statistic calculation.

Default value: true
Valid values: true, false
Change takes effect: When Stat Server is restarted.

Stat Server releases 7.6.x and 8.0.x were unable to generate CallAnswered for virtual queue objects in such scenarios. (ER# 262213500)

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Supported Operating Systems

New in This Release

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

• Stat Server now supports a new configuration option, allow-asm-outbound-on-established, to control whether Stat Server generates ASM_Engaged and ASM_Outbound actions. When this option is set to true, Stat Server will try to recognize interaction-flow scenarios where the GSW_RECORD_HANDLE key is present in the UserData of EventEstablished TEvent and the ANI or OtherDN attribute points to a DN of type Call Processing Port. If these conditions are met, Stat Server starts these actions as follows:

  • Stat Server starts and ends the ASM_Engaged actions instantaneously.
  • Stat Server starts the ASM_Outbound action.

  Default value: false
  Valid values: true, false
  Change takes effect: When Stat Server is restarted.

Corrections and Modifications

This release also includes the following corrections and modifications:

An internal enhancement in call tracking through queues better handles the scenario where Stat Server receives events from external routing points and routing points in a different chronological order than which the events occurred. This misordering of events can cause two widely geographically displaced Stat Server applications to generate different values for statistics despite the fact that the events originate from the same T-Server application. (ER# 274268808)

Stat Server no longer exits in the following scenario:

1. On startup, Stat Server reads about virtual agent group (VAG) defined by purely skills-based script with agents assigned to the VAG.
2. Stat Server loses connection to Configuration Server or Configuration Server Proxy.
3. During the period of disconnection, the VAG script was changed in such a way that no agents are reported under the VAG. In addition, more than 1,000 arbitrary configuration changes were applied in Configuration Server.
4. Stat Server�s RestoreSession reconnection attempt fails with HistoryLogExpired message from Configuration Server.
5. After the connection is finally reestablished, the VAG definition is changed to a nonskills-based script with no agents reporting under the VAG.
6. An agent, who was a member of the VAG defined at Step 1, is deleted from Configuration Server.
7. The VAG script is deleted.

Previously, Stat Server exited at step 7. (ER# 270576564)

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Supported Operating Systems

New in This Release

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

Corrections and Modifications

This release also includes the following corrections and modifications:

Stat Server no longer exits when an agent logs into a DN and all queues in the following order before logging out:

queue1, queue2, queue3

where the agent is a member of three virtual agent groups defined as follows:

• script = LoggedIn( "queue2@switch" ), origination_dns = [ queue1 ]
  script = LoggedIn( "queue2@switch" ), origination_dns = [ queue2 ]
  script = LoggedIn( "queue3@switch" ), origination_dns = [ queue3 ]

and where queue1, queue2, and queue3 are not assigned as origination DNs to any other agent or place groups. (ER# 261039051)

Stat Server no longer exits upon deletion of a database access point that is configured without a DB Server application at the Stat Server Connections tab. (ER# 260961584)

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Supported Operating Systems

New in This Release

There are no restrictions for this release. This release introduces no new features or functionality.

Corrections and Modifications

This release also includes the following corrections and modifications:

Stat Server no longer fails to reflect the addition or removal of agents to/from agent groups in LoadBalance statistics that are requested on origination DNs for skill-based virtual agent groups or regular agent groups in an environment that uses a Nortel Meridian switch and has the agent logged in to a Position DN which is linked to an Extension DN. Previously, in order to obtain expected results for LoadBalance statistics given this configuration, agents had to log out and back in again following changes to the composition of agent groups. (ER# 261039093)

Stat Server now correctly calculates agent group statistics including the number and average time of the WaitForNextCall status. Previously, these statistics were incorrect because Stat Server reported the number of WaitForNextCall statuses as 1 immediately after receiving EventAgentLogin TEvent from T-Server. (ER# 259853618)

Stat Server now associates the correct connection ID in agent ACW status records that are written to the STATUS table when the agent enters ACW state from either the ASM_Engaged or ASM_Outbound states. (ER# 258798879)

Stat Server no longer exits while or soon after the transmission of a large number of time- or reset-based statistics to clients. (ER# 257278698)

Stat Server now assigns the initial status of Monitored to empty virtual agent groups as documented in the Framework 8.0 Stat Server User's Guide. With this assignment Stat Server no longer generates StatInvalid messages for statistics that are requested for the virtual agent group. Previously, Stat Server incorrectly attributed the NotMonitored initial status to virtual agent groups with no members. (ER# 256296811)

Stat Server no longer causes a memory leak when it is unable to load Java extensions using Java Runtime Environment (JRE) 1.4. Previously, you had to upgrade JRE to version 1.5 to avoid this problem. (ER# 248449178)

Stat Server now monitors and applies run-time changes in settings of the suppress-agent-status-updates-for-ixn-server configuration option. (ER# 246703932)

The name of the Message Server is now sent to the log when Stat Server connects to or disconnects from it. (ER# 222905208)

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Supported Operating Systems

New in This Release

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

Corrections and Modifications

This release also includes the following corrections and modifications:

Stat Server no longer generates the AfterCallWork action after the following sequence of events:

• A place contains an ACD Position DN and related Extension DN.
• An agent logs into the ACD Position DN and takes call on Extension DN.
• While handling the call, the agent enters NotReady state with a workmode of AfterCallWork on the ACD Position DN. The agent then logs out.
• The call on the Extension DN gets released.

Previously, given this scenario, Stat Server generated an AfterCallWork action on the ACD Position DN and, after it ended, generated the ACWCompleted or ACWMissed action on the corresponding origination DN. (ER# 252892209)

Stat Server now properly handles the renaming of Interaction Queue and Strategy script objects in Configuration Server. Previously, Stat Server might have denied client requests for statistics that referenced the renamed script. (ER# 253353081)

Stat Server now checks that a DB Server has been assigned to a database access point that has been specified in Stat Server connections. Previously, Stat Server did not check for this user-driven misconfiguration and exited when it encountered it. (ER# 251340753)

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Supported Operating Systems

New in This Release

There are no restrictions for this release. This release introduces the following new features and functionality.

Stat Server now supports the following new configuration options:

• Stat Server now supports a new configuration option, generate-stat-validity-events, to control whether Stat Server sends EventStatInvalid and EventStatValid events to Stat Server clients:

  Default value: yes
  Valid values: yes, no
  Change takes effect: When Stat Server is restarted.

  Setting this option to no can reduce load on Stat Server and its clients in scenarios where, due to disconnects with T-Server, Stat Server generates large volumes of statvalid and statinvalid messages (in addition to statistic and registration messages) that could otherwise negatively impact Stat Server operation.

  This feature is intended to be used in Stat Server applications that service Data Sourcer 7.6-only clients. Setting this option to no is not recommended in Stat Server applications that service other types of clients—especially Universal Routing Server clients that rely on statvalid/statinvalid events for making routing decisions.

• rp-handle-queueing-events—to control Stat Server's recognition of the CallState attribute of EventQueued TEvents occurring at routing points.

  Default value: no
  Valid values: yes, no
  Change takes effect: When Stat Server is restarted.

  If set to yes, Stat Server analyzes the CallState attribute value on EventQueued and EventRouteRequest TEvents which may occur at routing points.

  If set to no, Stat Server ignores EventQueued TEvents occurring at routing points and considers only EventRouteRequest TEvents when analyzing the CallState attribute.

  Setting this option to yes enables Stat Server to count the correct number of transfers taken for transferred calls that pass through routing points in a single-site environment.

• queue-disable-dcid-for-missed-calls—to control whether Stat Server ignores the CONNID attribute of the ACWMissed and CallMissed actions on mediation DNs:
  Default value: no
  Valid values: yes, no
  Change takes effect: When Stat Server is restarted.

  In environments containing a large number of origination DNs, setting this option to yes improves Stat Server performance.

  Note: Choose this setting with care. When set to yes, Stat Server no longer distinguishes interactions by connection ID when Formula is set to DCID for statistics having the ACWMissed and/or CallMissed actions specified in the main mask.

• generate-transfer-taken-on-ringing—to control when Stat Server generates the CallTransferTaken action for a transferred call—either while it is ringing at a regular DN or after it has been answered on that DN.

  Default value: yes
  Valid values: yes, no
  Change takes effect: When Stat Server is restarted.

  If set to yes, Stat Server generates CallTransferTaken as in previous releases:

  • While ringing, if the transfer completes on a regular DN while ringing or on some mediation DN before distribution to a regular DN
  • After the call was answered, if the transfer completes following receipt of EventEstablished on a regular DN

  If set to no, Stat Server does not generate the CallTransferTaken action while ringing. Instead, Stat Server generates this action after the transferred call has been answered (that is, upon receipt of EventEstablished).

  Note: Stat Server does not generate the CallTransferTaken action for direct single-step transfers made to agents or routing points located at different sites.

Corrections and Modifications

This release also includes the following corrections and modifications:

Stat Server no longer exits when an object is renamed in configuration while there are open statistics for that object. (ER# 248835661)

Stat Server is now capable of correctly accounting for mute transfers via routing points if the rp-handle-queueing-events configuration option is set to yes. Previously, Stat Server failed to count mute transfers for the following sequence of TEvents:

EventQueued, EventPartyChanged, EventRouteRequest

(ER# 237300281)

Stat Server no longer fails to generate the CallReleased action on virtual queue objects in some multi-site scenarios where CallEstablished on an origination site RegDN follows EventDiverted on the virtual queue but before CallEstablished is received at the destination site RegDN. (ER# 246715086)

Stat Server now correctly handles the scenarios associated with Nortel Switch Trunk Optimization (Trunk Anti-Tromboning) in which EventPartyChanged on the agent's DN accompanies CallState=RemoteRelease. Previously, Stat Server incorrectly incremented the current-number-of-interactions component of place capacity vectors associated with the given agent DN. (ER#s 247411659, 242029513)

In blended environments, to ensure that Stat Server properly calculates all requested statistics, Stat Server now restores links to all Mediation DNs that were terminated by a logout on a voice device upon subsequent voice login. (ER# 247749625)

Stat Server now refreshes the addp timer to prevent addp disconnection when the initialization of configuration is lengthy. In addition, Stat Server rereads the entire configuration if, during initialization, it gets disconnected. Previously, under these circumstances, Stat Server might skip reading some sections of the Configuration Database and continue working with an incomplete picture of configuration and without connection to Configuration Server. (ER#s 243413116, 239907791, 225377268)

This release of Stat Server resolves problems related to the internal message unpack procedure that could cause access violations. (ER#s 246256706, 243694491)

Stat Server no longer increments CurrentNumber statistics with a MediaType business attribute of email for voice interactions that were accompanied by attached data. (ER# 246912831)

Stat Server no longer mistakenly increments CallAnswered statistics on virtual queue objects when a call has not been answered. This miscalculation occurred in Stat Server 7.6 and subsequent releases under certain circumstances involving a second transfer of same call routed through the same routing point associated with the same virtual queue. (ER# 244599366)

Stat Server now logs the correct connection port to the MCR Interaction Server. Previously, Stat Server mistakenly reported connection to the default port when connection was established to different secured port. (ER# 245798648)

Stat Server now properly measures TotalTime CallAnswered statistics (measuring the duration from EventQueued to EventEstablished or from EventQueued to EventDiverted, whichever occurs last) for virtual queue objects. Previously, Stat Server incorrectly calculated this duration. (ER# 247609451)

Stat Server now properly attributes total talk time, which is the duration from EventEstablished to EventReleased TEvents on RegDN, to the virtual queue object associated with the RegDN when this VQ is configured as an origination DN. Previously, Stat Server did not to attribute this duration to VQ origination DN objects. (ER# 247609460)

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Supported Operating Systems

New in This Release

There are no restrictions for this release. This section describes new features that were introduced in this release of Stat Server.

• Stat Server now supports a new configuration option, xx-disconnect-clients-on-ixn-server-disconnect, to control whether Stat Server disconnects all clients upon receiving notification of disconnect from Interaction Server:
  Default value: no
  Valid values: yes, no
  Change takes effect: When Stat Server is restarted.

  In large environments, setting this option to yes enables Stat Server to more efficiently handle Interaction Server disconnects by ceasing to open new statistics from Stat Server clients, a time-consuming operation in very large environments. It is assumed that clients shall reconnect after the Interaction Server disconnect has been resolved.

Corrections and Modifications

This release includes the following corrections and modifications that were made between this release and the initial 8.0 release:

Stat Server now correctly reflects the actual status of a campaign group following an abnormal shutdown and subsequent restart of the Outbound Contact Server. (ER#s 242050351, 242707627)

The simultaneous start of two Stat Server 8.0 applications on the same host (running Configuration Server 8.0) no longer freezes the host with 100% CPU consumption. (ER# 234407011)

When the xx-disconnect-clients-on-ixn-server-disconnect Stat Server configuration option is set to yes, Stat Server no longer consumes 100% CPU for a prolonged period of time following a disconnect/switchover that is associated with Interaction Server for operations initiated from Solution Control Interface. (ER# 224813431)

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Supported Operating Systems

New in This Release

There are no restrictions for this release. This section describes new features that were introduced in the initial 8.0 release of Stat Server.

• Stat Server logs an additional standard log-level message (02-10059) to warn when the number of pending SQL statements in memory has reached a preset threshold defined by the warn-unsent-sql-statements Stat Server configuration option. (ER# 231905183)

• Stat Server handles SMS media in the same manner that chat and e-mail agent statistics are currently handled. (ER# 219391097)

• Stat Server now supports calculation of handle time for virtual queue objects that are monitored by a multimedia switch. The beginning of measurement for this statistic occurs from the moment an interaction is accepted (similar to a call being answered in the telephony model). The end of measurement occurs when the last party involved in the interaction leaves (similar to the agent hanging up in the call model). (ER# 219391095, 239380211)

• Stat Server now enables you to configure the frequency by which stuck calls are cleared from virtual queues via the check-vq-stuck-calls-frequency configuration option, which is new in this release. Stat Server considers calls to be stuck if Stat Server does not receive a keep-alive message from Universal Routing Server (URS) (via the call_kpl_time URS option) and the calls remain in the virtual queue longer than the period specified by the sum of values of both configuration options. (ER# 218282555)

• This release enables you to set the initial average handling time of mediation DNs using the newly introduced load-balance-aht configuration option. Stat Server uses this value as the initial handling time of all mediation DNs that Stat Server monitors in its formula for calculating LoadBalance statistics. You can set this option globally for all mediation DNs or on a DN-by-DN basis. (ER# 218282553)

• This release enables Stat Server to compute the action durations of statistics using the timestamps embedded in the events provided by Genesys servers supplying data to Stat Server in addition to Stat Server's existing functionality which relies on local timestamps to compute durations. To support this, this release introduces a new attribute of stat type definitions: UseSourceTimeStamps, having a default value of no. If set to yes, Stat Server will reference the source's (such as T-Server's, Interaction Server's, or Configuration Server's) timestamps for marking the beginning and end of actions defined in the MainMask and RelMask. To use this functionality, statistics must satisfy the conditions that are defined in a new chapter of the Stat Server User's Guide, "Stat Server Timestamps". (ER# 217464076)

• This release introduces a new Stat Server database field: IxnID, in the STATUS table. Stat Server populates this field depending on the setting of the ixn-id-in-status-table configuration option, which is also new to this release.

  If this option is set to yes, and writing to the STATUS table is enabled (via the status-table configuration option), Stat Server recognizes the IxnID field and stores therein the IDs of multimedia interactions associated with the current status of agents and places.

  If set to no (the default), Stat Server does not write to this field even if it may exist in the table's structure. Two new initialization scripts are provided during Stat Server deployment as variations to the status_[dbtype].sql script, to create the STATUS table with the IxnID field. (ER# 217463855)

• Stat Server now supports complex predicate expressions for filters using the ReasonCode (alias Reason or ExtensionReasonCode) keyword that T-Server propagates in its AttributeExtensions attribute of a TEvent. Such a filter can be defined as any of the following:

  ExtensionReasonCode >= value
  Reason >= value
  ExtensionReasonCode > value
  Reason > value
  ExtensionReasonCode <= value
  Reason <= value
  ExtensionReasonCode < value
  Reason < value

  (ER# 217463829)

• This release of Stat Server enables you to perform lookups and to validate the settings of configuration options in your Stat Server application object within Genesys Administrator using XML metadata that is deployed along with the Stat Server application template. (ER# 217463827)

• Stat Server now generates the DialWrongNumber and LeadWrongNumber actions for Outbound campaigns and calling lists when notified of failed processing due to a wrong number. (ER# 217463823)

• For both call-related actions and actions associated with agent notifications (such as Ready/NotReady/ACW, Stat Server is now able to filter based on the corresponding TEvent's Extensions attribute (AttributeExtensions) only by specifying Extensions as the first parameter of three in a key-value pair designation: For example:

  PairExist( Extensions, <key>, <value> )

  Refer to the Framework 8.0 Stat Server User's Guide for a complete listing of TEvents that support this feature. (ER# 217463821)

• Stat Server is now capable of establishing secure connections with T-Server, Interaction Server, and DB Server. (ER# 217407513, 217407516)

• Stat Server now handles a new TEvent flow for generating the ASM_Engaged and ASM_Outbound actions on agent DNs (as well as on communication port DNs) in an Outbound Contact environment. (ER# 216979605)

• This release supports the following additional campaign dialing modes:

  • PowerAndSeize
  • PushPreview
  • ProgressGVP
  • PredictGVP
  • PowerGVP

  Refer to the Framework 8.0 Stat Server User�s Guide for a complete listing of supported campaign dialing modes. (ER# 211365912)

Corrections and Modifications

This release includes the following corrections and modifications that were made between release 7.6 or earlier releases and the initial 8.0 release:

Stat Server no longer transmits the EventServerProfile TEvent to clients upon the addition, change, or deletion of each filter within a batch operation, as was previously done. Now, Stat Server transmits only one such event per batch operation. (ER# 239425007)

Stat Server no longer reports the backup file as corrupt if the file contains statistics that are generated from a Java Extension and that employ a time profile other than Default. (ER# 234873924, 235164848)

Stat Server no longer exits when a capacity rule is deleted from configuration under the following circumstances:

1. The capacity rule is assigned neither to place P, which contains DN X, nor P's tenant.
2. AgentA is assigned capacity rule C.
3. AgentA logs into DN X—Stat Server automatically assigns capacity rule C to P.
4. AgentA logs out.
5. C is deleted from configuration.
6. A call rings at DN X (where no agent is logged in).

Stat Server no longer exits when statistics having the following stat type profile are opened:

Category=TotalTime
Objects=Agent,Place,GroupAgents,GroupPlaces
MainMask=LoggedOut,NotMonitored
Subject=AgentStatus
Formula=DCID

(ER# 234211573)

Stat Server can now allocate more than 2GB of memory on the AIX platform. Previously with AIX, Stat Server exited upon requesting a large number of statistics (over one million) because it could not allocate the amount of memory required. (ER# 230140049)

In a blended environment, Stat Server no longer fails to transmit a final target state update to Universal Routing Server (URS). Previously, this failure caused URS to continue considering the agent as a potential routing target and tied up his related seat license. (ER# 230080706)

Stat Server now sends StatValid client notifications for statistics when the associated agents have been enabled in Configuration Server and StatInvalid client notification has been previously sent. (ER# 228995113)

In a network-reconnect scenario (within a network-attended transfers and conferences environment), Stat Server now correctly generates agent status and the capacity snapshot for this agent. (ER# 228025662)

Stat Server now recognizes the DND key in AttributeExtensions attribute of EventRegistered and EventAddressInfo TEvents. If its value is 1, Stat Server immediately starts DND on the associated DN. (ER# 224735565)

For the AverageTime statistics employing the following formula, Stat Server now returns 0 when denominator is 0:

Value = TotalTime(MainMask,Interval) / TotalNumber(RelativeMask,Interval) 

(ER# 220741611)

Stat Server no longer generates incorrect capacity vectors for places or agents in scenarios involving multisite transfers where Stat Server receives the EventPartyChanged TEvent with CallState equal to 0. (ER# 220680025)

Stat Server now correctly resets to 0 statistics having the following stat type profile that are requested with a filter and LastEvent,Selection=1 time profile:

Category=TotalTime
MainMask=NotReadyForNextCall
Objects=Agent,Place,GroupAgents,GroupPlaces
Subject=AgentStatus

(ER# 215628010)

Stat Server now correctly computes statistics having the following stat type profile:

Category=TotalAdjustedTime
Objects=Agent,GroupAgents,GroupPlaces,Place
MainMask=CallOutbound,CallOnHoldOutbound
Subject=DNStatus
MediaType=voice

Previously, Stat Server always returned 0 for such statistics. (ER# 214194441)

Genesys recommends that StatPackage requests referring to Stat Server Java Extensions by name <filename.jar:name> (without the defined stat type) specify filename.jar in lowercase and name as is, including blanks, if any. For example, specify:

eserviceinteractionstat.jar

instead of

eServiceInteractionStat.jar

If Stat Server does not find a Java Extension the first time during Stat Server's validation of a request, Stat Server will automatically lowercase the filename.jar part of the Extension name and try to validate this name one more time. (ER# 213444281)

Stat Server no longer ignores the notification mode for statistics derived from a Stat Server Java Extension (where Category=JavaCategory). Previously, Stat Server continued to notify clients even when the notification mode was explicitly set to NoNotifcation. (ER# 213229033)

Stat Server no longer exits in the following scenario:

• Start Stat Server.
• Create an empty place, P, (no DNs, no capacity rule) on tenant T.
• Set capacity rule, C1, as the default for tenant T.
• Delete P.
• Set capacity rule, C2, as the default for tenant T.

Stat Server no longer exits in the rare scenario where a child client request (such as PeekStat or CloseStat) comes while the Java statistic associated with parent OpenStat request is in the process of being deleted (for Java statistics it is done asynchronously in multiple threads). (ER# 203286514)

Stat Server now synchronizes the number of active media interaction(s), available media(s), and DND status for agents with Interaction Server upon Stat Server startup. (ER# 201486401)

Stat Server now correctly computes group statistics having the following stat type profile where an agent from the group changes status:

Category=MinNumber
Objects=Agent,GroupAgents,GroupPlaces,Place
MainMask=*,~NotMonitored,~LoggedOut
Subject=AgentStatus

Previously, Stat Server mistakenly decremented such statistics in this scenario even though the number of logged-in agents did not change. (ER# 197646409)

Stat Server now assigns NotMonitored status to a place when the place no longer has any DNs or associated multimedia channels. Previously in such case, Stat Server computed the place's status as Monitored, which was inconsistent with the scenario in which the place had no devices or media channels upon startup and the status computed was NotMonitored. (ER# 189738797)

Stat Server reports the current state of an agent as Monitored after the agent has been disabled in Configuration Server and before the start of Stat Server or during normal operation. This Monitored status should not be viewed as the agent's actual status, but rather as a sign that Stat Server is continuing to monitor the object. The actual status will be shown after the agent becomes enabled in Configuration Server. (ER# 24348126, 51946201)

Stat Server no longer writes extra records to the STATUS table for logged-in DNs upon their registration. Exception is made for the Meridian Link Extension DN where Stat Server continues to record information during its initialization phase of this DN type. (ER# 75976)

Stat Server now writes a record to the STATUS table upon agent logout, providing data about the agent's state just prior to logout. Previously, Stat Server wrote extraneous records for places without agent information. (ER# 75951)

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Known Issues and Recommendations

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

In the Framework 8.0 Stat Server User's Guide, the denominator in the RelativeNumberPercentage formula on page 144 is incorrect. It should be TotalNumber(RelativeMask, Interval). TotalNumber is always accumulated on the interval.

Stat Server assigns an incorrect overall status of an agent or place in the following cases:

• The email media channel is Ready and the chat media channel is NotReady. Stat Server mistakenly assigns the Ready overall status.
• The email media channel is in CallRinging status and the chat media channel is NotReady. Stat Server mistakenly assigns CallRinging to the overall status.

In both cases, Stat Server should instead assign the NotReady overall status to the affiliated agent and place. (ER#s 262616071, 262616076)

Stat Server exits under some circumstances when modifying the configuration of a database access point that is assigned in Stat Server's connections. (ER# 257854726)

Stat Server does not support the monitoring of TotalTime statistics when they are requested with the InteractionStoppedOutbound or InteractionStoppedInbound mainmasks and returns 0. (ER# 256576982)

It is possible that Stat Server might receive corrupt packed TEvents in event_custom Interaction Server messages. When this is the case, such messages will be logged with the following message header: "Server: WARNING: Interaction Server broken packet (size=) dumped (size=):" followed by message content printout. (ER# 259494219)

Stat Server exits if you have assigned no DB Server to the database access point connection defined within Stat Server's configuration. (ER# 251340753)

Stat Server does not always end CallConferenceOriginated actions upon receipt of EventPartyChanged as it should. (ER# 259529432)

Stat Server causes a memory leak when it is unable to load Java extensions. One work around for this leak is to upgrade your Java Runtime Environment to version 1.5. (ER# 248449178)

Following an abnormal shutdown of the Outbound Contact Server, Stat Server may not reflect the actual status of Campaign objects upon OCS restart. (ER# 242707627)

Following agent logout on open media channels, Stat Server fails to append logout records to the LOGIN. (ER# 259772050)

Interaction Server may disconnect from Stat Server in multimedia environments that must handle a large number of agent logouts when clients are connected to Stat Server. (ER# 242157741)

Stat Server may incorrectly log the ConnID attribute for a call that is being deleted as stuck in the virtual queue as a result of handling a EventPartyChanged TEvent for the call. (ER# 240322862)

There are ramifications to Stat Server getting disconnected during initialization (such as by ADDP disconnect) and not completing its read of configuration sections in the Configuration Database:

• Despite some missing configuration objects, Stat Server may reconnect to Configuration Server before initialization completes and stay connected thereafter. Statistics based on unread stat type sections will return an error.
• Stat Server may remain disconnected from Configuration Server for an indefinite period of time after initialization completes.
• Stat Server may not complete initialization and may freeze for an indefinite period of time while consuming 100% CPU.

Stat Server mistakenly attributes CallReleased and ACWCompleted actions to virtual queue objects if the ThirdPartyDN attribute of EventDiverted TEvents. (ER# 235720497)

The start of two Stat Server 8.0 applications simultaneously on the same host running Configuration Server 8.0 may consume 100% of the CPU and freeze the host. (ER# 234407011)

Stat Server may write one additional record to the STATUS table with 0 duration for Extension DNs after the DN is registered with a logged-in, NotReady agent or after the first agent logs in as ready to the DN. (ER# 230050118, 230126623)

Under some circumstances, Stat Server may propagate ACWCompleted and CallReleased actions differently to origination DNs for g3 and Meridian Link T-Servers in similar scenarios. (ER# 214803547)

Stat Server generates exceptions following agent logout when the agent is a member of a virtual agent group that is defined as a LoggedIn expression for an ACD queue that is configured as an origination DN for the same virtual agent group. (ER# 261039051)

Stat Server mistakenly triggers the CallMissed and ACWMissed actions on ACD queue objects in multisite environments in the following scenario:

• T-server option: use-data-from=original

• Stat Server option: vq-ignore-third-party-dn=on
• Stat Server option: vq-treat-unknown-third-party-dn-as-agent-dn=on
• A call passes through an external routing point and an ACD queue before being answered by an agent who engages in after-call work.

Stat Server sometimes reports the backup file as corrupt if it contains Java statistics that use other than the Default time profile. (ER# 234873924)

Stat Server no longer consumes 100% CPU for a prolonged period of time after a disconnect/switchover associated with Interaction Server, when the operation is initiated from Solution Control Interface. (ER# 224813431)

Stat Server incorrectly increments capacity when Nortel switches perform trunk optimization. (ER#s 240373093, 242029513)

The QINFO table may include multiple records with the same ConnID and the same StartTime for a call that passes through the same queue or routing point more than once. (ER# 226971978)

In highly loaded environments, Stat Server may fail to promptly send addp messages to T-Server. Performing time-consuming operations may delay timely addp notification. (ER# 119594837)

Under rare circumstances, Stat Server may produce a backup file that is corrupt. And as such, Stat Server will fail to load it upon subsequent start-up attempts. (ER# 111713533)

Stat Server may stop monitoring objects for a configured tenant under the following circumstances:

1. Configuration Server uses the addp protocol.
2. The value of the addp-timeout configuration option is small such that while Stat Server is handling the removal of a tenant (Tenants tab info Stat Server's application properties), Configuration Server disconnects Stat Server according to the addp timeout.
3. The tenant is re-assigned to Stat Server while the previous delete operation is still being processed and Configuration Server has already disconnected the Stat Server.

In scenarios involving erroneous agent attempts to initiate "duplicate" network consult calls, such as depicted in the following scenario, Stat Server fails to decrement the "current number of interactions" component of a capacity vector for Agent2 after both inbound and consult calls end. As a result, Agent2 may become unrouteable.

1. Agent1 (registered on premise TServer1) receives a call from the network.
2. Agent1 originates a network consult to Agent2, who is registered on premise TServer2.
3. A network consult interaction is established between Agent1 and Agent2.
4. Agent2 originates a network consult to Agent3 (registered on premise TServer2). Premise TServer2 generates Unsupported operation error message.
5. Agent1 completes the network transfer.
6. Agent2 releases the inbound call after some conversation with the customer.

(ER# 239380214)

Under unknown circumstances, Stat Server may incorrectly increment TotalNumber statistics with CallEntered for ACD queue and routing point objects when the statistics are filtered by DNIS or ThisQueue call attributes. (ER# 102781841)

If the do-backup-in-background Stat Server configuration option is set to no, Stat Server may fail to generate valid backup file. So, upon a subsequent restart, Stat Server may not be able to load the file and log its corruption. (ER# 89084820)

Stat Server does not calculate CallAnswered, Time to Answer, and TotalTalkTime statistics for virtual queue objects in remote IVR scenarios. (ER# 83411188)

Stat Server ignores configuration changes that occur during initialization. As a result, Stat Server may provide incorrect statistical values to its clients. And, on some rare occasions, Stat Server may exit. (ER# 80707189)

Keep in mind the following when setting the position-extension-linked option to no in an environment with the switches for which a single phones can be associated with multiple DNs (for example, Nortel Meridian and certain small NEC switches). Stat Server may report the Ready status for a place or an agent instead of the correct NotReady or ACW status when the agent is logged in at a Position DN. (ER# 37055987)

Genesys recommends that you avoid a configuration where multiple Stat Server applications write to the same Informix Stat Server database. With two or more such applications, one Stat Server application might inadvertently disconnect from the database to which the other Stat Server instance(s) writes. (ER# 36464797)

With the NEC-position-extension-linked configuration option set to yes, Stat Server calculates the ACWConsult statistic incorrectly when an agent logged in at a position DN starts after-call work for a consultation call that was established on the extension DN. (ER# 36348959)

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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.

Support on the following RDBMSs has been discontinued:

• Oracle 8.1.7 (ER# 223490610)

Support on the following operating systems has been discontinued:

• Windows 2000
• HP-UX 11.0
• Solaris 2.7

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Internationalization

Information in this section is included for international customers.

Stat Server is unable to process statistics for interaction queues if the corresponding tenant name is specified using the Japanese character set. (ER# 85971)

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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.

• Framework 8.0 Stat Server Deployment Guide provides instructions for configuring , installing, starting, and stopping Stat Server.
• Framework 8.0 Stat Server User’s Guide describes how Stat Server operates to provide statistics to its clients.
• Genesys 8.0 Resource Capacity Planning Guide describes Genesys�s methodology for defining and distributing the capacities of resources to eServices and Universal Routing servers in order to facilitate the making of intelligent routing decisions.
• Genesys Combined Log Events Help describes log events generated by Genesys daemon applications and displayed by Solution Control Interface.

Product documentation is provided on the Technical Support website, the Genesys Documentation wiki, and the Documentation Library DVD (produced monthly) or the Developer Documentation CD.

Note: For the DVD/CD, the New Documents on this DVD/CD page indicates the production date for that disc. Due to disc production schedules, documentation on the Technical Support 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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